Speaker Biograghy: Harris has been working for the airline industry for the last 23 years. He began his airline business career with TWA as a Security Coordinator and Ramp Agent, gained experience in customer services with British Airways, ramp ground handling coordination techniques with Pandair and full ground handling services with Cronus Airlines and Aegean Airlines. He is currently working with Aegean Airlines as Athens Station Manager, and also holds the position of Security & Emergency Services Manager. He is involved in various customer and baggage improvement programmes and turnaround coordination, and has achieved diplomas in Security – Emergency Planning and Quality.


Day 3 - 17 March
Session: Aviation & Border Security, Control & Facilitation

12:30 - 12:55 - IT intelligence improves passenger quality factors at airport security screening
Synopsis: Peak workloads at screening processes are the main bottleneck of several airport terminals. INTERACTION developed a tool to smooth this peak: influencing passenger preferences by assigning time windows with different reward policies. This will help balance demand with capacity at the passenger screening process. Besides the different reward mechanisms to extend the use of the proposed technology in Athens Airport, the impacts that can be achieved with the tool are: better management of passenger dwell time transforming queuing by waiting, a reduction of idle airport resources and improved predictability at boarding for the airline.

Audience will learn:

• What policies provide higher benefits for screening queue performance?
• How can we engage passengers in improving the quality service factor in the screening process?
• What airline-airport interdependencies will benefit from early arrival of passengers at the screening process?
• How will airports benefit from having passengers waiting without queuing?