Speaker Biograghy: John is Principal with Corgan, one of the top-10 USA-based design firms focused on planning, architecture and interior design. For the past 17 years he has led aviation design programmes around the world. Having had airlines, airports and governments as clients, he understands the challenges and intricacies of the operations-based solutions important to airlines and operators, while maintaining the design excellence important to a successful passenger experience. His project experience includes passenger terminal planning and design, airport master planning, support facility design and operational planning, with a focus on functional optimisation, a tailored passenger experience and an effective planning and design process.


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

12:55 - 13:25 - Future-proofing existing facilities
Synopsis: Designing new facilities with the flexibility to adapt to future changes in the industry can be difficult, but transforming ageing facilities to meet the current demands and future needs of passengers is even more challenging. DFW International Airport is currently undergoing an ambitious transformation designed to upgrade technology, improve passenger experience and extend the life of its four oldest terminals for an additional 40 years. This case study will discuss the challenges of undertaking massive renovations in existing facilities, phasing challenges, and while managing passenger experience and perceptions.

Audience will learn:

• How to extend the usable life of ageing facilities
• Innovative ideas can overcome infrastructural obsolescence
• Amenity enhancements change passenger experience
• How to manage passenger experience through terminal renewal projects