James Ingram, Director, DKMA, Switzerland

Speaker Biograghy: James has extensive expertise in airport market research, and specialises in helping airports improve their passenger experience. He gained an MSc from the University of Lausanne, Switzerland, in 2006. Shortly after that he joined DKMA as a market analyst working on the Airport Service Quality (ASQ) initiative, implementing market research programmes at airports worldwide. After several years managing the ASQ Survey, James is now in charge of marketing and communication for DKMA. He regularly travels to present research results and findings to airport management teams.


Day 1 - 10 March
Session:
Customer Service & Passenger Experience


16:30 - 16:55 - What drives passenger satisfaction with gate areas?
Synopsis: Comfort of the gate areas is one of the key drivers of passenger satisfaction worldwide. In 2014, DKMA conducted passenger research for Geneva Airport to help it understand and improve its gate areas. A certain number of findings from this research can be applied to all airports. You will learn what drives satisfaction with airport gate areas, how walking distances and the perception of the number of available seats impact satisfaction levels, and what you can do to optimise the passenger experience in your gate areas.

Audience will learn: