Speaker Biograghy: After having served 10 years in the Royal Netherlands Marine Corps, Ad was active for 35 years in aviation and was employed by KLM and Schiphol Group. For KLM he served as EVP Ground Services, responsible for KLM’s ground operations at 120 airports worldwide, and as EVP Engineering & Maintenance. At Schiphol, Ad was responsible for terminal and airside operations as General Manager. In the nine years preceding his retirement in 2014 he held the position of COO on the Managing Board of Schiphol Group. He was an active member of ACI, was President of ACI Europe and a member of ACI’s World Governing Board and Executive Committee. At present, Ad is an independent consultant and owner of OMS. He is active on various boards and advisory committees and is an Extraordinary Member of the Dutch National Safety Board.


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

16:45 - 17:15 - Results from Baggage as a Service: a vision for 2025
Synopsis: In this presentation Ad Rutten and Katinka Bergema will present the joint effort of ACI, Delft University of Technology, PASSME, Vanderlande and Schiphol to develop a future vision for baggage services in 2025. In different workshops with industry leaders, they developed a vision that resulted in a white paper for the industry. In this presentation they'll present the vision and the needed actions for the industry to arrive at this vision and be ready for the expected future of baggage.

Audience will learn:

• The future of Baggage as a Service
• Action points to be ready for baggage services
• Innovation in the baggage industry
• The need for innovation and action