Speaker Biograghy: Hans studied Social Psychology at the University of Utrecht, specialising in mass communication research. He has been Manager of the Market Research & Intelligence Department at Amsterdam Airport Schiphol since 2004. He and his team cover all passenger research, intelligence and insights consulting in the commercial as well as the aviation domain. Other airports he advised on the subject of research and consultancy include New York, Brisbane, Iceland, Aruba, Jakarta and Toronto.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

09:10 - 09:45 - Marketing research and investigation
Synopsis: Marketing research and investigation provides valuable information for Schiphol’s vision to place the traveller at the centre. For this we investigated our traveller’s emotional journey. At what point are we exceeding expectations and where do we have work to do? We’re in the process of changing our strategies based on this information and arranging our organisation accordingly. What concrete steps is Schiphol taking for this transformation and what are the challenges we face? We will particularly look into the Operations Department.

Audience will learn:

• Valuable research findings and insights into the passenger’s (emotional) journey
• Recommendations based on these insights to improve the passenger journey
• Insights into the steps we take to make it work and the challenges we face