Speaker Biograghy: Peter graduated with a Master's in science and is 50 years old. He has built up 24 years of experience in the airline industry. He started his career at Sabena Ground Operations department before being moved to the Commercial department in which he took over responsibility for IATA Tariff matters, global key account management, pricing and revenue management, and sales and marketing at BENELUX. He was finally appointed as Sabena Ambassador in Switzerland during the cooperation between Sabena and Swissair. After the bankruptcy of Sabena, Peter took on the responsibility of pricing and revenue management at Brussels Airlines. Later on, he became the project manager to see Brussels Airlines enter Star Alliance, and was responsible for alliances, codeshares and strategic projects, before finally going back to where it all started: Ground Operations and Airport Services.


Day 1 - 25 March
Session: Passenger Processing, Check-in & Self-Service

10:00 - 10:35 - The passenger experience in Brussels
Synopsis: The topic will include a description of the ‘innovative’ passenger processes already implemented at Brussels Airport and a 'roadmap to be implemented’, such as automated check-in, automated bag drop-off, Cuss check-in, security screening, use of biometrics at Immigration, automated gates and joint initiatives with the airport authority to improve the passenger experience at Brussels.

Audience will learn:

• Online check-in, CUSS check-in and mobile check-in: Implemented several years ago, these were the first steps of the automation strategy.
• Automated check-in, automated bag drop and home-printed bag tags are processes recently implemented or currently being tested by Brussels Airlines. What is the expected impact on the airline/airport processes and customer experience?
• Automated gates, biometrics through security and other joint initiatives with Brussels Airport are being evaluated in order to upgrade the customer experience at the airport.
• The airline and airport app as a direct communication channel between passenger and airlines/airport.