Speaker Biograghy: Simon’s specialism is business change, focused on customer experience and product development. He has 25 years' experience across a diverse range of sectors including aviation, transport/travel, FMCG and financial services. Having worked on the Heathrow Terminal 2 project for several years, the primary focus of the last three has been the concept, development and delivery of the Multi-Airline Check-in model.


Day 1 - 10 March
Session: Passenger Processing: Bag Drop, Check-in & Self-Service

09:40 - 10:10 - Introducing Multi-Airline Check-in (common) at Heathrow’s Terminal 2
Synopsis: A world first – the introduction of Multi-Airline Check-in (common) for economy customers across 23 Star Alliance airlines at Heathrow's new Terminal 2. The presentation will outline the challenges, strategies, work streams, innovation and collaboration required to introduce the first true multi-airline check-in environment. The presentation will also summarise the key learning and challenges along the way.

Audience will learn:

• An explanation/overview of common check-in and the derived benefits
• An insight into the strategies/approach implemented to underpin the solution
• An overview of the technology/systems required to underpin the solution
• The requirement for a different ground handling model and how this works
• The criticality of engaging with end users in enabling the solution