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Day 226 March

IATA Day

- Panel Discussion: SLAs between airports, GSPs and airlines

Synopsis: The audience will learn why SLA between airports, service providers and airlines is a powerful tool to ensure better business relationship, constant service improvements and customer satisfaction. Setting accurate, relevant, measurable and achievable targets is key. Passenger satisfaction is affected by everyone in the service chain. Setting common targets – acceptable targets – is an effective way towards satisfaction. SLAs are not static documents. There are methods that constantly make them more relevant and effective. Monitoring, reviewing and reacting based on the results are just as important as the creation of an SLA.

Audience will learn:

Speaker/s

	Dimitrios Sanos, Product Manager Airport & Ground Ops Training, IATA, Switzerland Speaker Biography: Dimitrios joined IATA in 2010 and is based at Geneva headquarters. He manages the IATA training programmes globally, related to airports planning and management and ground operations. His primary role is to monitor training activities in his area of expertise, develop new training courses and enhance existing ones, maintain and develop faculty membership worldwide, as well as manage global market research analysis to cover the training needs of airlines, airports and ground service providers. He is a physicist, with a Master's degree in Airport Planning and Management and a Master's in Business Administration. He has followed executive education short courses at the Hellenic Management Association, IATA Training and Harvard Business School. Prior to joining IATA, he worked for Aegean Airlines and Goldair Handling in Greece, in different operational and management positions.

	Portway Handling de Portugal SA Speaker Biography: José graduated in Law from the Faculdade de Direito da Universidade de Lisboa in 1991. Since then he has worked as lawyer and director of different institutions and companies. His participation in several courses relating to business law and management guarantees that he is constantly up to date with all matters in this area. In 1997 he started his career at ANA SA, first as a lawyer, developing and successfully implementing several labour agreements and also being responsible for Human Resources. In 2000, he became Human Resources Manager of Portway SA. At the same company he occupied the position of Executive Board Member, responsible for the areas of Finance and Human Resources from May 2004 to 2006. Since then he has been both an Executive Board Member and General Director responsible for all management areas at Portway.

	TMA Consulting Speaker Biography: For the last three years Andrew has been advising the Heathrow Airline Community on airport regulation and airport service quality issues for the Q6 review of Heathrow Airport by the UK Civil Aviation Authority. He is also Chairman of the airport-wide, multi-stakeholder Service Quality Working Group at Heathrow Airport. A veteran of six regulatory reviews, he has gained experience of being both a customer of a regulated company and as a regulated company, working as the Manager of Economic Regulation for British Airways and Head of Regulation and Business Performance for Northern Ireland Water. Having seen both sides, he is uniquely qualified to take an objective view of the opportunities and challenges of setting and meeting the service quality requirements of customers and regulators. Andrew brings substantial practical experience to the field of developing airport service quality frameworks.