Thomas Kirner, Vice President, Fraport AG, Germany

Speaker Biograghy: After joining Fraport AG in 1998, Thomas held different positions such as Strategy Planner and Head of the Aviation Security Department. Since 2010 he has been Head of Service Quality for Frankfurt Airport. One of his main tasks is enhancing the passenger experience and steering the campus-wide service initiative Great To Have You Here!


Day 2 - 16 March
Session:
Customer Service & Passenger Experience


09:55 - 10:20 - Frankfurt Airport – transforming the passenger experience
Synopsis: The new self-determined passenger and rough competition among hub airports forces us to rethink the passenger journey and our service offer. Considering three main strategic areas (welcoming, wellbeing, individual needs), we pursue our motto 'Great To Have You Here!' This comprises tailor-made services for different passenger types such as transportation and guide services, workspaces or entertainment areas. To allow online booking possibility, we set up a new service webshop. In the end it's all about retaining passengers and creating fans.

Audience will learn: