Speaker Biograghy: After having taken responsibility for different roles focusing on human resources and organisation development within Unilever, Piet moved on to a business role within Brussels Airport Company. He was project manager of different airport projects before setting up and leading the separate business unit for the airport's cargo business. After a successful start-up, Piet moved on to the function of Head of Airport Development, part of the airport's Strategic Development Department. In that function, he leads a team looking after large airport projects, masterplanning, mobility management and the account management of certain key customers. In his current function, Piet also takes responsibility for the implementation within the company of the corporate strategy and the project management office.


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.