HOK

Speaker Biograghy: Richard is the Firmwide Director of HOK’s Aviation & Transportation practice. He is also a member of HOK’s Board of Directors and Marketing Board. Based in London, Richard has over 15 years of continuous experience in airport design, and is Deputy Chairman of the UK’s Airport Consultants Group, a specialist group affiliated with the UK Trade & Investment Council. He sits on the Transport Committee for the London Chamber of Commerce and is a frequent speaker on airport planning and design.


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

11:55 - 12:20 - The (de-)personalised airport of the future?
Synopsis: As airport terminal design progressively migrates towards the concept of passengers as guests, we expect the airport of the future to face a dilemma about the provision of the ultimate guest experience. Although the increasing use of technology and self-service in airport design may enhance the passenger’s ability to navigate and will improve operational efficiency, it will also inevitably reduce or eventually eliminate the level of human interaction that is now becoming synonymous with premium products. The hospitality industry has shown us how people, rather than technology, make guests feel special. So how will airports reconcile this apparent dilemma?

Audience will learn: