Anna Arfors, Self Service Concept & Product Manager, Swedavia AB, Sweden

Speaker Biograghy: Anna is Self Service Concept and Product Manager at Swedavia, which owns 10 airports across Sweden. Her responsibility is to implement Swedavia's self-service strategy to reach stated targets within the self-service area and to continuously develop the concept according to identified key drivers. Her role as a Product Manager for Self Service Check-in and Self Service Bagdrop aligns with the Concept Manager role, since it’s all about creating and maintaining the foundation for a self-service product line focusing on customer experience. Anna has been working in the aviation industry for the past 13 years. She has a background in the IT industry. She has a BS in Information Systems from the University of Linköping.


Day 1 - 25 March
Session:
Passenger Processing, Check-in & Self-Service


12:00 - 12:25 - Self-service from insights, to impacts, to reality
Synopsis: Swedavia focuses on specific target groups who prioritise a fast, easy and smooth way to travel. In 2013 a new self-service strategy was approved. Insights from the world around us and Swedavia's target groups are basic tools when moving to a self-service environment. Key drivers that have an impact when changing Swedavia’s airports are passenger needs, airline needs, common use, standards and collaborations. In reality, Swedavia has implemented self-service check-in at seven airport out of ten, and self-service bag drop at four. Swedavia's roadmap for the near future includes more self-service installations, which contribute to an increased passenger experience and operational excellence.

Audience will learn: