Speaker Biograghy: Sergio has an information and telecommunications engineering background and has been involved in providing ICT services and applications to the airport industry for over 20 years. As Chief Executive Officer of Laboratori Guglielmo Marconi SpA, he has helped build a broad service provision, ranging from ICT infrastructure design and installation support in the fibre optics and wireless technology domains to outsourced managed services. To this latter end, the company has developed an open-source network management platform and a proactive approach to problem solving, which today support the daily operations of more than a quarter of a million workstations.


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)