Speaker Biograghy: Tom is the chief coordinator of CIQS and transportation at Taiwan Taoyuan International Airport (TTIA). He is very experienced in planning, improving and rearranging the procedures and operations of CIQS and transportation in passenger terminals. TTIA is the biggest airport in Taiwan. It’s always a difficult job to handle passengers and traffic in peak hours every day, because TTIA’s yearly maximum capacity was designed for 27 million passengers, but will be more than 30 million passengers in 2013. We have to keep up with the growth of passenger by continually increasing the efficiency of CIQS and transportation operations. For that reason, we have many lessons and practices to share with the audience.


Day 2 - 26 March
Session: Customer Service & Passenger Experience

14:25 - 14:50 - Better and faster passenger experience
Synopsis: TTIA earned good ACI/ASQ rankings on CIQS-related items in recent years because of some continual improvements on procedures and operations. Airports are part of the travel experience of passengers; every experience in airport terminals should be considered important. Airport operators should be devoted to minimising the valueless time of passengers, and create more time for shopping, dining and cultural experience. Better and faster service brings more commercial opportunities and satisfied passengers.

Audience will learn:

• CIQS procedures and operations are changeable
• Saving valueless time of passengers is making money
• Seeing things from the passenger’s point of view
• Passenger expectations need to be managed