Speaker Biograghy: Having held various positions, Marc-André joined the Québec city Jean Lesage International Airport management team in 2011, becoming Vice President of Information Technology in 2014. He has extensive experience in the air transportation industry, having successfully implemented a number of large-scale IT projects with a direct impact on passengers and their airport experience. He has also been involved in international strategic groups related to this industry.


Day 3 - 22 March
Session: Customer Service & Passenger Experience

10:05 - 10:35 - Enhancing airport passenger experience with mobile technologies
Synopsis: To ensure the best possible passenger experience, Aéroport de Québec Inc has developed a mobile app that accompanies passengers through all the steps of the airport process. Phase 1 of the app is already in operation, and the subsequent phases will, among other things, allow passengers to locate the nearest customer service representative. The app will also make it possible to calculate congestion at concessions and offer discounts for the concessions with the most availability, reducing line-ups.

Audience will learn:

• Improving customer service using new technologies
• The infinite potential of geolocation and geofencing
• Launching a mobile app in separate phases
• Offering a customised commercial experience using new technologies