Speaker Biograghy: Dominique is in charge of Customer Service at Aéroports de Paris. She is responsible for process, staff training and financial management, and is also in charge of IT management for all airport processes (annual €60-80m budget). She is also in charge of large change-management programmes, including: Passenger Programme – leading to new organisation process and jobs through e-ticket, e-check-in, yield management, transfer passenger increase; Operation Programme – real-time process re-engineering 'under' the aircraft (load process, coordination process), jobs and responsibilities evolution through technological innovation and change-management programme. She is ADP in charge of customer satisfaction, and leads a global company programme dedicated to passenger satisfaction. She was involved in the creation of a corporate customer development centre (Université du Service), which is open to all partners: sub-contractors, customers, police, airline and ADP staff. She is also in change of a dedicated investment budget for customer care (€150m 2010 to 2015), including refurbishment of terminal areas, new service standards, innovation and new services (video corners, orientation kiosks).


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

11:00 - 11:25 - Aéroports de Paris: the most preferred waiting gates area
Synopsis: Since 2005, Aéroports de Paris has been working on programmes to improve the passenger customer experience at CDG and Orly Airports. One of the main focuses was on the gate area, because the organisation believes that this is a large part of the passenger experience, where most of the stress due to check-in and controls is over, and time is given back to the passengers for their own pleasure and use. The aim was to provide the most exciting experience at this step of the airport journey. CDG is now at the top with regard to gate area experience among European airports. The presentation will examine the key factors of this performance.

Audience will learn:

• The importance of experience at gate for global perception of the airport
• How 'free services' and retail can be complementary
• The diversity of experience and services proposal is unlimited
• How all these new concepts are combined in new Satellite 4 to provide the best experience