Speaker Biograghy: Romain leads the Operations Planning and Performance team at Dubai Airports, and is currently involved in the acquisition of extensive operational data, development of new-generation tools and review of processes to improve operational efficiency and customer experience. He contributes to the development of Dubai Airports’ Total Airport Management, which will support the continuous growth of aviation in Dubai. He has previously held key operations and planning positions in airports, airlines and travel management companies, both in Europe and the Middle East.


Day 1 - 14 March
Session: Management & Operations

10:10 - 10:40 - Transforming DXB operations through data
Synopsis: Reliable data is at the core of improving customer service at DXB – the world’s busiest capacity-constrained international hub airport. Through a combination of data captured through sensors across the estate and interfaces with airport systems and stakeholders, DA is now able to address critical strategic, planning and operational issues. The insights generated from this data have led to: alignment to a common customer service delivery vision; improved operational demand forecast to 95% accuracy; reduced queue time at Transfer Security in concourses to less than five minutes for 95% of passengers.

Audience will learn:

• Highlight the importance of a single source of truth as part of the operations transformation journey
• Illustrate DA's data acquisition strategy
• Demonstrate how stakeholders sharing data with the airport has improved their service
• Provide insight to DA’s optimisation vision

Day 1 - 14 March
Session: Technology: Passenger Journey

12:00 - 12:30 - Transforming DXB operations – a passenger processing case study
Synopsis: Delivering a seamless passenger flow has many dependencies, but a clear answer to 'what does good service look like?' is essential. A core part of DA's operations transformation programme has been to rethink how KPIs are defined and presented to ensure they serve their purpose of aligning staff and stakeholders to a common customer service goal. Too often airports start investing their effort and money in initiatives without addressing this question, and end up solving one problem while creating another. This presentation aims to highlight the application of DXB Levels of Service (LOS) framework through the insights gained by measuring passenger processing touchpoints performance as part of delivering DA's customer service vision of a seamless passenger flow.

Audience will learn:

• Case study example showing the importance of measuring touchpoint performance to drive service improvements
• Demonstrate its application in strategy, planning and operations
• Demonstrate how it played a pivotal role in halving the queue time at Transfer Security
• Demonstrate how you need to understand the people dimension before you can truly evaluate a passenger processing technology or infrastructure change