Speaker Biograghy: 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.


Day 2 - 26 March
Session: IATA Day

15:10 - 15:55 - 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.