Speaker Biograghy: George joined Heathrow in 2009 from London Business School, where he was Associate Director, Revenue & Portfolio Management within Executive Education. Prior to LBS, George held a number of senior management positions with OAG and IATA, focusing on the provision of market analysis solutions and business intelligence to several airlines and airports worldwide. George holds an MEng in Mechanical Engineering from the National University of Athens, Greece, and an MSc in Air Transport Management from Cranfield University in the UK.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

14:45 - 15:45 - PANEL DISCUSSION: Airport Service Quality (ASQ): tools to facilitate airport decision making
Synopsis: Panel Chair: Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World, CANADA Airport Service Quality (ASQ) is a world-renowned and globally established global benchmarking programme measuring passengers' satisfaction while they are travelling through an airport. This data is a strong tool for airports to better prioritise projects, evaluate their impact, know what the most important aspects are for passengers and benchmark with other airports. This feedback provides the intelligence to make better decisions and optimise investments and initiatives. Why is it important to give a voice to passengers? What tools are available? How can ASQ help in assessing an airport's performance and help market it more successfully?

Audience will learn:

• Know what the ASQ is all about
• Why it is important to give a voice to passengers
• How this data can be utilised to benefit airports