Portway Handling de Portugal SA

Speaker Biograghy: José graduated in Law from the Faculdade de Direito da Universidade de Lisboa in 1991. Since then he has worked as lawyer and director of different institutions and companies. His participation in several courses relating to business law and management guarantees that he is constantly up to date with all matters in this area. In 1997 he started his career at ANA SA, first as a lawyer, developing and successfully implementing several labour agreements and also being responsible for Human Resources. In 2000, he became Human Resources Manager of Portway SA. At the same company he occupied the position of Executive Board Member, responsible for the areas of Finance and Human Resources from May 2004 to 2006. Since then he has been both an Executive Board Member and General Director responsible for all management areas at Portway.


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.