Speaker Biograghy: Pamela is the Chief Executive Officer of Nieuport Aviation Infrastructure Partners, which is a private consortium that owns and operates the Billy Bishop Toronto City Airport Terminal. Nieuport will shortly be undertaking refurbishments of the airport terminal and will do so with a focus on creating a true sense of place. Prior to joining Nieuport Aviation Infrastructure Partners, Pamela served as Chief Marketing and Commercial Officer and Vice President of Guest and Terminal Services with the Greater Toronto Airports Authority (GTAA), the owner of Pearson International Airport, where she established strong commercial relationships with airlines, executed a new business and brand strategy, and reinvented retail and other services to drive revenue growth and enhance the customer experience. Pamela holds an Honours degree in Business Administration and an MBA from the University of Western Ontario, Richard Ivey School of Business.


Day 1 - 14 March
Session: Commercial - Concessions, Retail & Media

16:40 - 17:10 - Sense of place
Synopsis: How airports can create a distinctive passenger experience and brand by celebrating whatever is unique and special about their city and community. Many of our airport clients are interested in how they can use art, exhibits, interior design, architecture, graphics, live entertainment and other innovative strategies to differentiate their airports and enhance the passenger experience.

Audience will learn:

• How airports can brand themselves through 'sense of place' to market and differentiate themselves from competitor airports
• How airports can enhance the passenger experience by creating a unique and distinctive 'sense of place'
• How airports with a memorable 'sense of place' outperform their peers in passenger satisfaction scores
• How 'sense of place' can differentiate an airport's communications and social media strategy

Day 1 - 14 March
Session: Commercial - Concessions, Retail & Media

17:10 - 17:35 - Panel Discussion: Creating and delivering a ‘brand experience’ in an airport and how this impacts spend
Synopsis: This panel will discuss the ways in which airports are positioning themselves from a brand perspective and how, when done well, this is filtering through to every aspect of the customer journey, and positively impacting commercial outcomes.