Mark Adamson, Managing Director, DKMA, Switzerland
Speaker Biograghy:
Mark has 25 years of experience in market research and management consultancy. For the last 12 years he has focused exclusively on the aviation industry and airports in particular. A founding member of DKMA, he has extensive knowledge and experience of airports around the world. He now specialises in understanding and assessing the passenger experience and how airport ambience affects passenger perceptions. Previously Mark was Director of Reuters Group market research and head of IATA Aviation Research.
Day 1 - 10 March
Session:
Passenger Processing: Bag Drop, Check-in & Self-Service
14:55 - 15:20
- Designing airport queues that keep stress levels low
Synopsis: Poor management of airport queues is one of the key sources of stress for passengers and a major cause of dissatisfaction. DKMA has conducted extensive research on the impact of queue management on the passenger experience at over 300 airports. Learn how to create a stress-free passenger experience by choosing the right type of queue for each situation, understanding queuing psychology to make your queues seem shorter, and what you need to avoid at all cost if you want to optimise queuing at your airport.
Audience will learn:
- How queues impact the passenger experience
- Which queue options work best from a passenger experience perspective
- Queue psychology and how to make your queue seem shorter
- How to create the optimal queue
- Examples from the best airports around the world