Speaker Biograghy: Barbara has over 27 years' experience in the airport industry, covering airport operations, aviation business, customer experience and quality. As Customer Satisfaction Manager, she helped develop strategic planning and benchmarking practices within the company, putting the passenger at the centre of the airport experience. Since 2008, she has been Process Control, Quality and Facilitation Manager, with responsibilities for customer satisfaction, monitoring of performance, management control process and facilitation. She is an active participant in Airports Council International (ACI), a member of the Facilitation and Customer Committee, part of the task force on data exchange, and one of the coordinators of the Quality Group inside the Italian Association of Airport Operators – Assaeroporti.


Day 3 - 17 March
Session: Customer Service & Passenger Experience

11:40 - 12:05 - Passenger behaviour monitoring and passenger tracking: a wi-fi-based solution
Synopsis: A better and more detailed knowledge of passenger behaviour, passenger flows, passenger queueing and dwell times in various areas within the airport (check-in, dining, retail, security screening, arrivals, boarding, etc.) can be used to improve queue management response, revise airport layout to optimise passenger flows, and provide retail managers with information on customer behaviour. A wi-fi-based software solution has been developed at Bologna Airport, where it is currently being used as a management support system. It is also used to provide passengers with location-aware services and information, thereby improving the perceived quality of their airport experience.

Audience will learn:

• A wi-fi-based solution can provide passengers with a forecast of their expected queueing time
• Real-time and historical data can be collected on passenger behaviour, flows and dwell time (e.g. in the retail area)
• Business intelligence applications can be fed with big data to provide guidance for airport development
• The required information is drawn from the existing wi-fi infrastructure, which can be complemented with passive probes to improve accuracy
• On top of this software platform, mobile phone apps can be developed to improve passenger experience (e.g. wayfinding)