Speakers and conference delegates include airport and airline CEOs, MDs, directors, managers and their teams – creating an exciting mix of knowledge and insights on every level and from all over the world! CUSTOMER SERVICE AND PASSENGER EXPERIENCE DAY 1 - WEDNESDAY 18 APRIL Welcome to Passenger Terminal EXPO 2012 @ 08.45   Conference Chair: Hiosvany Muina, North America Area Manager, Copa Airlines, USA Conference Chair: Catherine Mayer, Vice President, SITA, US     François Rubichon, Deputy CEO, Aéroports de Paris, France   How to improve passenger satisfaction at Aéroports de Paris airports   Armando Brunini, Managing Director, Aeroporto Marconi Bologna, Italy   Customer experience strategy at a regional airport   Annegret Reinhardt-lehmann, Senior Vice President, Fraport, Germany   The airport metamorphosis   Jean-Luc Portier, Head of Airport Steering, Genève Aéroport, Switzerland   Adopting a passenger-centric approach to service improvement at GVA   Andreas Haufe, Vice President Quality Management, Munich Airport, Germany   The change in quality management at Munich Airport Ivone Lopes, Airport Quality, Aeroportos De Portugal (ANA), Portugal   Certification as a key factor for success at Portuguese airports   Claudia Lin Ramsden, Group Manager Customer Care, Airports Company South Africa, South Africa   Driving intelligent business solutions through your customer’s voice   Beverly Lewis, Airport Station Manager (ATL & MCO), Alaska Airlines, USA   Engaging employees and creating a passion for achieving expectations   Allen Lainez, HR Director, Copa Airlines, Panama   Aligning customer service personnel and managing real-time expectations and service   John Holland-Kaye, Commercial Director, BAA Airports, UK Passenger experience: passenger welfare in times of disruption     Brian Belcher, Director of Marketing & Air Service Development, Yeager Airport, USA   Using social media during a crisis   Alicia Henares Cobo, Head of Airport Systems Unit, Iberia Airlines (IAG Group), Spain   Leverage customers on disruption handling CUSTOMER SERVICE AND PASSENGER EXPERIENCE DAY 2 - THURSDAY 19 APRIL - MORNING       Conference Chair: Hiosvany Muina, North America Area Manager, Copa Airlines, USA Conference Chair: Beverly Lewis, Airport Station Manager (ATL & MCO), Alaska Airlines, USA   Gaëtan Gagné, CEO, Aéroport de Québec Inc, Canada   Passenger first: the key to YQB's success   Richard Gooding, Chief Executive, London City Airport, UK   Olympic preparations at LCY   Thomas Penner, Vice President, Munich Airport, Germany   World Airport VIP Forum   Peter Spurway, Vice President Airport Experience, Halifax International Airport Authority (HIAA), Canada   How caring and kindness can strengthen your airport’s bottom line   John Trupiano, Vice President, Corgan Associates Inc, USA   Evolution of the passenger experience   Neil Harvey, Airfield Improvement Manager, Gatwick Airport, UK   Passenger experience and on-time performance at Gatwick   Zhi Wen Seoh, Manager, Changi Airport Group (Singapore), Singapore   New passenger experience (gangways and aerobridges) at Singapore Changi Airport PANEL DISCUSSION: Collaboration for a better customer experience - creative ways of reducing customer stress prior to travelling with a variety of strategies in our environment Douglas Stolls, Station Manager, Virgin America, USA Gaëtan Gagné, CEO, Aéroport de Québec Inc, Richard Gooding, Chief Executive, London City Airport, UK Zhi Wen Seoh, Manager, Changi Airport Group (Singapore), SINGAPORE Neil Harvey, Airfield Improvement Manager, Gatwick Airport, UK John Trupiano, Vice President, Corgan Associates Inc, USA CUSTOMER SERVICE AND PASSENGER EXPERIENCE - AGEING PASSENGERS DAY 2 - THURSDAY 19 APRIL - AFTERNOON   Conference Chair: Steve Wareham, Director of MSP Operations, Metropolitan Airports Commisssion, USA   Steve Wareham, Director of MSP Operations, Metropolitan Airports Commisssion, USA   Aging travellers: an opportunity? A challenge? (Or both?)   Amy Weaver, Manager - Properties, Southwest Airlines, USA   The costs associated with an aging population at US airports   Vicki Curtis, Senior Engineer, The Boeing Company, USA   Global ageing: understanding the future passenger PANEL DISCUSSION: The future is today! Industry impacts from the next wave of ageing travellers! Paul Friedman, Mechanical Engineer, Federal Aviation Administration (FAA), USA John Mok, Principal, Jacobs, USA Rick Feltner, Corporate Director - Airport Services, Delta Air Lines, USA Vicki Curtis, Senior Engineer, The Boeing Company, USA Amy Weaver, Manager - Properties, Southwest Airlines, USA Maarten de Groof, Executive Vice President & Chief Commercial Officer, Amsterdam Airport Schiphol-Schiphol Group, Netherlands   John Mok, Principal, Jacobs, USA   Ageing travellers. An opportunity? A challenge? (Or both?)   Rick Feltner, Corporate Director - Airport Services, Delta Air Lines, USA   Providing great customer service to ageing flyers   Paul Friedman, Mechanical Engineer, Federal Aviation Administration (FAA), USA   New standards for improving the mobility-impaired passenger experience CUSTOMER SERVICE AND PASSENGER EXPERIENCE DAY 3 - Friday 20 APRIL   Conference Chair: Catherine Mayer, Vice President, SITA, USA Conference Chair: Hiosvany Muina, North America Area Manager, Copa Airlines, USA   Mazhar Butt, Head of Service Development, Dubai Airports, United Arab Emirates   Service improvement journey at Dubai Airport   Sandra Stelling, Managing Director Airport Services, Alaska Airlines, USA   Walls Fall: self-service and mobile solutions in the airport   Paul Behan, Head of Passenger Experience, IATA, Switerland   Delivering the next-generation passenger experience   Antoine Rostworowski, Director Industry Relations, Aéroports de Montréal, Canada   Integrating airport technological projects to enhance customer service and experience   Catherine Mayer, Vice President, SITA, USA   It's all about me! The me-centric passenger   Heini Noronen-Juhola, Vice President, Helsinki Airport, Finland   Smart solutions for a smooth passenger experience at Helsinki Airport   Bernard Cathelain, Executive Director & Chief Development Officer, Aéroports de Paris, France   MyWay: an indoor-positionning mobile application to enhance passengers' orientation   Manfred Zötl, Manager Infogate, Munich Airport, Germany   InfoGate: new ways in passenger guidance and information services