Speaker Biograghy: Esben heads the team responsible for operational optimisation, analytics and planning at Copenhagen Airports. He reports directly to the Director of Terminal Operations of Copenhagen Airports, and works closely with the operational departments of the airport – Security, Traffic, Passenger Service, Baggage and Technical Asset Management. During his eight years in the aviation industry, Esben has built considerable experience in the field of modelling and analysing airport processes ranging from kerb to gate. He has optimised the existing planning models for both check-in allocation and security staffing, ensuring significant efficiency gains in both areas.


Day 2 - 15 March
Session: Customer Service & Passenger Experience

16:35 - 17:05 - Enhancing the passenger experience: European approach in the US market
Synopsis: 'Enhancing the passenger experience' often focuses on innovative new commercial offerings, airport branding, sense of place and digital engagement. All of these elements are important. But what is the top passenger complaint today? Long queues, long wait times and long distances to walk. The first priority is the efficient flow of passengers through an airport. How do you integrate information into the passenger journey and airport operations? It takes a fundamental change in mindset, operational processes and organisation. This joint ICF and CPH presentation presentation includes case studies from Copenhagen Airport and US airports demonstrating how these concepts have been successfully implemented.

Audience will learn:

• How to truly enhance the passenger experience
• Using big data and sensor technology to reorientate airport management and delivery of service
• Rethinking organisational structure and stakeholder engagement to enhance the passenger experience
• Applying a European approach in the US context