Speaker Biograghy: Gerard is Director of the extension of Schiphol Airport: the new A-pier and terminal. He joined Schiphol four years ago as Director of the Project Management Department, responsible for the execution of all construction and infrastructure projects at the airport. Before coming to Schiphol Group, Gerard held Director positions at transavia.com, subsidiary of Air France KLM, Berenschot Consultancy and ABN AMRO Bank. He started his career as a police commander in the police force of Rotterdam. Gerard has been board member of the International Project Management Association (IPMA) and chairman of IPMA-Netherlands for many years.


Day 2 - 11 March
Session: Airport Design, Planning & Development

15:10 - 15:35 - Creating unique passenger experiences, the Schiphol way
Synopsis: Passengers feel at home at our 95-year-old airport. As part of our ambition to remain Europe's preferred airport, we create unique passenger experiences in which people feel understood and cared for. This personal approach is written into our genes and was recently anchored in a new passenger experience method including a cost-saving way of working. While we are laying the foundations for a second century of growth by adding a new terminal and pier, we can service a new generation of travellers. Focusing on their future needs and emotions, we will convert dis-satisfiers into satisfiers.

Audience will learn:

• New plans Schiphol
• How Schiphol executes passenger experience
• How Schiphol executes innovation