Speaker Biograghy: Eduardo is a Researcher in Transportation at the Federal University of Rio de Janeiro. He is currently participating in two airport-related projects: Airports & Hospitality, and Regional Airport Management in Brazil.


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

09:05 - 09:30 - Why airports must embrace hospitality concepts and practices
Synopsis: In the tourism industry, which many of the airline and airport industries rely heavily on, hospitality is directly related to emotions, experiences and memories. In this approach, the customer is seen and treated as a guest. This goes much further than the conventional high-class customer service. This differentiation is paramount, since it does not simply refer to the delivery of a high level of service by a hotel, airline, retail store, airport, sport arena or any given venue. This paper highlights why and how hospitality concepts and principles must be embraced by the modern airport.

Audience will learn:

• Introducing hospitality concepts for airports
• The passenger/companion/visitor base
• Why modern airports must embrace hospitality
• Examples of hospitality in airports