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Day 226 March

IATA Day

- Increasing customer satisfaction while reducing costs

Synopsis: A look at how IATA and its partners are responding to the industry demands of giving the passenger more control and at the same time reducing costs. SITA will present on 10 years of baggage statistics and will discuss the best practices the industry is building for a better passenger journey. Air France KLM has been developing an electronic bag tag. The company's presentation will give the audience insights into the product development process and the next steps.

Audience will learn:

Baggage today, baggage tomorrow
Reduce mishandling, improve efficiency and enable innovation
Baggage processes are the backbone of any successful airport operation
The audience will learn what we are doing today to improve efficiency and reduce mishandling
We will also look to the future and speak through some concepts the industry is considering

Speaker/s

	Air France - KLM Speaker Biography: Manuel graduated from Erasmus University Rotterdam with a Master’s degree in Business and a Major in Strategic Management and Marketing. Over the past 12 years he has held various marketing positions within Air France-KLM, always with a strong focus on new business and services. He previously worked as Project and Product Manager at Schiphol Airport, and as Global Manager Internet Marketing. He is currently Manager Product Innovation. In this role Manuel is responsible for defining the mid-term vision on the passenger ground experience for Air France and KLM’s global airports. This includes introducing new self-services, pushing airport processes off-airport, introducing intelligent bag tags, biometrics, NFC, robotics, self-boarding and many other new services. Personal facts: Manuel is married and has two children. In his free time he enjoys his kids, surfing the shallow waves in Holland and practising martial arts.

	Nick Gates, Baggage Portfolio Director, SITA, UK Speaker Biography: Nick was appointed Baggage Portfolio Director for SITA Airport Services in 2007. Today he is responsible for developing and leading SITA’s baggage portfolio product strategy. Throughout his professional career, Nick has supported the definition, design and development of a number of technology-based services. Products developed have included: military aircraft software, air-to-ground voice communications, marine radar simulation tools, data acquisition, mail handling and sorting systems, airline catering supply management systems, and baggage management and tracking systems. Nick brings a blend of expertise in the use of technology-based solutions in military, logistics and travel industries, with a wide range of practical experience of implementing and supporting systems at airports worldwide.