Speaker Biograghy: Annamaria is an expert aviation professional. She joined SEA Group (Milan Airports managing company) in 1989 working as front-line agent and Airport Control Centre employee for the handling company. She entered the SEA Quality Department to support the achievement of the Quality Certification and Audit Programme. Since 2009 she has been in charge of airport service quality benchmarking for the Customer Care department, with a commitment to contribute to more efficient operations in compliance with regulations and service level agreements, and the development of new services to continuously improve the passengers’ experience. She is supporting airport business processes learning from best practices in aviation and non-aviation market.


Day 1 - 20 March
Session: Customer Service & Passenger Experience

09:10 - 09:40 - Milan airports: friendly for disabled people thanks to engagement with stakeholders
Synopsis: SEA Milan Airports' commitment and results in engagement with its stakeholders and, particularly, with employees was fundamental to recover from the emergency situation after AZ-de-hubbing in 2008. Cooperation, transparency and respect in these relationships create a team spirit outside and inside the organisation and are the basis of the value chain to inspire a common service understanding and a service culture. The experience offered to persons with disabilities is a highly successful example of services planned and implemented thanks to the continuous communication and collaboration with the stakeholders, employees and associations to anticipate and meet their needs and expectations.

Audience will learn:

• Engagement with stakeholders is an airport success factor and for Malpensa Airport was fundamental to recover from AZ-de-hubbing in 2008
• 'Malpensa friendly for disabled' is the most successful example of services continuously improved, including external and internal needs and expectations