Speaker Biograghy: Kentaro began his career in a forwarding company engaged in the air transportation business. Then he joined the airport industry and gained a wide range of experience and knowledge, mainly focusing on shop sales, passenger services, tenant leasing, concept making, branding and so on. He is responsible for establishing and maintaining good relationships with other airports overseas, in which capacity he has provided consulting services for those partner airports regarding commercial planning and staff service training, etc. He has also contributed to establishing a new company selling Japanese goods in China's airports.


Day 3 - 12 March
Session: Customer Service & Passenger Experience

10:05 - 10:35 - Keys for boosting customer satisfaction at airports in transition
Synopsis: With the 2020 Tokyo Olympics and Paralympics in mind, this presentation will explain how Tokyo International Airport (Haneda) can improve its interaction and cooperation with its group companies, engaged in retail, F&B, lounge operation, security, ground-handling services, in-flight catering etc., while also being flexible and proactive enough to meet the needs and expectations of ever-increasing numbers of diverse passengers, and enhancing the passenger experience by implementing integrated methods based on long-established airport expertise.

Audience will learn:

• Haneda's examples of how to enhance customer satisfaction
• How to establish a CS improving organisation
• CS improving training method