Andrew Kuzyk, Partner in Charge, Entro Communications, Canada

Speaker Biograghy: Andrew is a principal and founding partner of Entro Communications, an experiential design firm with a speciality in wayfinding and signage. Over the past 27 years he has collaborated with the world’s leading institutions, corporations, designers, visionaries, artists and entrepreneurs. As Partner in Charge, he has directed a wide range of large-scale wayfinding and corporate identity programmes for major airports, transit systems, cultural sites and entertainment facilities. As a general aviation pilot, Andrew has a unique understanding of airports, and actively leads projects for national and international clients. His logistical approach to planning, design and fabrication creates projects that are distinctive, fresh and functional. Projects in Entro’s portfolio include: Toronto Pearson Airport, Calgary International Airport, Kelowna International Airport, St. John’s International Airport, Vancouver International Airport, Halifax International Airport, Greater Sudbury Airport, Gerald R. Ford Airport, Norman Manley Airport (Jamaica), Clinton National Airport (Arkansas), Dayton International Airport (Ohio), Quito International Airport (Ecuador).


Day 3 - 16 March
Session: Customer Service & Passenger Experience

12:55 - 13:25 - Efficiency vs. passenger experience – defining path and place
Synopsis: How do you get 200,000 people through an airport while ensuring positive traveller experiences? As we see a shift and demand for more personalised experiences and individualised navigation preferences, we are forced to reevaluate the traditional systems for moving the masses through airports. But as we’ve found out, it’s not so much a revolution but an integration strategy that is driving the future of airport efficiency. This presentation examines how people understand path and place, and offer strategies for layering wayfinding, environmental graphics, technology and customer service programmes so that they work in harmony to create the ideal visitor journey.

Audience will learn: