Speaker Biograghy: Richard and his team are responsible for ensuring the safety and security of airport customers and employees by delivering law enforcement, fire suppression and emergency medical response, emergency preparedness, security and communications at Hartsfield-Jackson Atlanta International Airport. After retiring from the US Army, Richard began his career with the Department of Aviation in May 1996. He has served in several positions in the department, including Security Director for 12 years. Richard received a Bachelor of Arts degree in Criminal Justice from the University of Florida and a Master of Science degree in Education from the University of Southern California. He is board certified in Security Management by the ASIS International, and Chairman, Airport Council International (ACI) World Security Standing Committee.


Day 2 - 11 March
Session: Aviation Security, Border Control & Facilitation

11:25 - 11:55 - Balancing customer service and security to enhance the passengers' experience
Synopsis: Airports are transition facilities between ground and air transportation systems. Since the tragic events of 11 September 2001, airports have sought opportunities to provide quality customer service while ensuring compliance with security requirements. As the passenger volume increases, airport operators must invest in facilities and programs to accommodate the flow of passengers at airports. Risk-based security, self-service facilities, improved wayfinding and other technological enhancements are methods used by airports to enhance customers’ experience. With the changing threat environment, airports must balance customer service or convenience with security of passengers. Are we heading in the right direction?

Audience will learn:

• Airports are uniquely built to serve their communities. When you have seen one airport, you have seen one airport
• The events of 11 September 2001 were game changers for passengers, airports, airlines and stakeholders
• Airports are working with airlines, regulators and the transportation service industry to enhance passengers’ experience
• Airports must assess the changing threat environment while implementing new customer service initiatives
• Are we heading in the right direction?