Speaker Biograghy: For the last three years Andrew has been advising the Heathrow Airline Community on airport regulation and airport service quality issues for the Q6 review of Heathrow Airport by the UK Civil Aviation Authority. He is also Chairman of the airport-wide, multi-stakeholder Service Quality Working Group at Heathrow Airport. A veteran of six regulatory reviews, he has gained experience of being both a customer of a regulated company and as a regulated company, working as the Manager of Economic Regulation for British Airways and Head of Regulation and Business Performance for Northern Ireland Water. Having seen both sides, he is uniquely qualified to take an objective view of the opportunities and challenges of setting and meeting the service quality requirements of customers and regulators. Andrew brings substantial practical experience to the field of developing airport service quality frameworks.


Day 2 - 26 March
Session: IATA Day

15:10 - 15:55 - Panel Discussion: SLAs between airports, GSPs and airlines
Synopsis: The audience will learn why SLA between airports, service providers and airlines is a powerful tool to ensure better business relationship, constant service improvements and customer satisfaction. Setting accurate, relevant, measurable and achievable targets is key. Passenger satisfaction is affected by everyone in the service chain. Setting common targets – acceptable targets – is an effective way towards satisfaction. SLAs are not static documents. There are methods that constantly make them more relevant and effective. Monitoring, reviewing and reacting based on the results are just as important as the creation of an SLA.