Speaker Biograghy: Ryan Marzullo is a Civil Engineer with more than 10 years of aviation construction experience as well as a background working in general and design-build contracting, construction management and client representation. He served as the Senior Project Manager responsible for design and construction of the new terminal building at the greenfield King Shaka International Airport in Durban, South Africa, which successfully opened in May 2010. Prior to that he spent six years with Continental Airlines, first as an Assistant Project Manager on the IAH International Services Expansion Program in Houston, Texas and then as a Senior Manager responsible for design and construction covering all of Continental's international facilities including Europe, Israel, India, the Carribbean, Central and South America. Ryan is currently working for Delta Air Lines as the Program Director overseeing construction and systems implementation on Delta's US$1.2B JFK Redevelopment Program.


Day 2 - 26 March
Session: Technology, Systems Integration, IT & ICT

09:30 - 09:55 - Using technology to improve the customer experience: why US airlines and airports have fallen behind their international counterparts, and what they can do to catch up
Synopsis: Despite the fact that the airline industry is a dynamic and constantly changing environment, commercial aviation – particularly among US carriers – has lagged behind other industries in embracing and leveraging technology to create a more viable, customer-orientated and ultimately profitable business. This presentation explores why this is the case, and why – thanks in large part to industry consolidation – the aviation industry can begin to leverage increased profitability to capitalise on advancements in technology to further improve the customer experience.

Audience will learn:

• How can airlines shed legacy mindsets and systems to embrace technological advancement and enhance customer service
• What changes need to be made to the way facilities are built or renovated to better integrate systems, mobile devices and facilitate adoption of constantly improving and future technologies
• How airlines and airports can work together more effectively to utilise and build on existing systems and technology to improve the customer experience as well as profitability
• How new technologies can reduce costs, improve customer experiences and generate additional non-aeronautical revenues

Day 3 - 27 March
Session: Baggage Processing, Tracking & Identification

09:00 - 09:00 - Conference Chairs
Synopsis: live_ignore

Day 3 - 27 March
Session: Baggage Processing, Tracking & Identification

11:20 - 11:50 - Panel Discussion: Improving performance. What should be measured? How should it be measured? How should it be reported?
Synopsis: This panel will explore new and emerging trends in baggage handling system design and operation, with a focus on how data can be collected and transformed into information that can be used to identify and capitalise on opportunities to improve performance.

Audience will learn:

• How to measure and report on baggage systems performance
• How to measure and report on performance of baggage handlers
• How can performance of baggage screeners be measured and reported on?
• What statistics and reports can be used to improve performance of baggage handling systems, baggage screeners and baggage handlers?
• What is most critical to airlines, airports and passengers? Do self-service bag drops work better than staffed positions?