Speaker Biograghy: Dr Wong previously served as a Senior Transportation Planner with San Francisco International Airport for well over two decades. He is a former chair of the American Planning Association - Transportation Planning Division's Airport's Committee, and has previously spoken at two prior Passenger Terminal Conferences on contemporary airport issues. In 2013, he was conferred a PhD degree from Queensland University of Technology in Australia for his work on the use of network governance in US airport taxicab planning activities. Currently he is teaching undergraduate and graduate courses in airport planning and management at the University of Central Missouri.


Day 3 - 27 March
Session: Airport Cities and Transport Connections

11:50 - 12:20 - Improving the airport ground transportation experience through collaboration
Synopsis: Airports have integrated customer satisfaction into their core operations, including airport ground access. The focus in this arena has been directed primarily towards increasing the intermodal efficiency between air and ground-based transportation modes. However, this focus has overlooked the importance of the human element in airport ground transportation services. Although the driver can have a significant impact on the airport's overall customer satisfaction rating, airports tend to overlook their role in supporting the airport's goal of customer satisfaction. Increasing the collaboration between airport management and the drivers will likely further advance the airport's customer satisfaction.

Audience will learn:

• The nature of airport ground transportation services has changed due to either relaxed regulation or total deregulation
• The way in which airport ground transportation services are provided to airport patrons has also changed significantly
• The role of airports in managing airport ground transportation services has changed significantly
• Airports and ground transportation operators have a dependent relationship
• Increasing collaboration between airports and ground transportation service providers is necessary to coordinate programmes to increase customer satisfaction