Speaker Biograghy: Muna has almost nine years' experience in the aviation industry. In 2008 she joined Abu Dhabi Airport Company, where she led the Airport Service Quality programme and was involved in various improvement projects and process improvement initiatives. Muna is a member of the Airport Management Professional Accreditation Programme AMPAP, the ADAC People With Special Needs Committee, and the ADAC Corporate Social Responsibility Committee. She holds a BSc in Computer Science – Computer Information Systems and a Higher Diploma in Business Administration Management.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

16:15 - 16:45 - Abu Dhabi International Airport: outstanding experience through process optimisation
Synopsis: In recent years, Abu Dhabi International Airport (AUH) has experienced considerable traffic growth, especially during peak hours. To cope with this remarkable traffic increase, a new midfield terminal building is scheduled to open in the coming months, taking passenger experience and service quality standards to the next level. In the meantime, AUH airport management has prioritised the optimisation of process management and service quality in the existing terminals. This presentation focuses on the excellent results of the cooperation between Abu Dhabi Airports Company (ADAC) and Munich Airport in a process optimisation project successfully launched in 2017.

Audience will learn:

• Identifying passenger experience challenges associated with peak performance
• Conducting an in-depth review of passenger process flows and terminal procedures
• Selecting tools, standards and benchmarks to evaluate improvement opportunities
• Categorising improvements based on effort and benefit
• Creating a roadmap for implementation based on priorities and cost