Speaker Biograghy: Ina has more than 20 years of leadership experience from different industries. For the last six years she has worked for Avinor, one of the world’s leading airport operators. She has a Master of Management in Business, and an MBA in Shipping Management, with substantial management and leadership experience in several industries. Strong in conceptual and strategic thinking, with substantial experience in solution oriented process leadership, she is leading the implementation of Avinor’s passenger strategy.


Day 3 - 12 March
Session: Customer Service & Passenger Experience

11:55 - 12:25 - Passenger experience at the core of corporate strategy
Synopsis: Avinor AS operates 46 airports in Norway, and is among the top 10 in its field both with regard to number of passengers as well as airports. In 2013 the company established a new strategic platform, identifying the passenger as a primary customer, a position previously reserved for airlines. A new passenger strategy was developed, defining the direction and scope for all other activities in the company. The reasoning behind the new strategy is also a financial one, as the company believes that a hassle-free travel experience will realise the commercial potential of our 50 million passengers. The journey from decision to implementation has been (and is) exiting. Old truths have been challenged; active dialogue and cooperation with airlines and other partners has been a key success factor; implementation of passenger concepts and services across all airports in Avinor's portfolio is proof of the company's promise to its passengers – making air travel easier.

Audience will learn:

• How focusing on a common denominator – the passenger – made 46 individual airports become one brand
• By focusing on the expectations of those for whom we exist – the passengers – enabled us to introduce 'products' that contribute to an easier and better passenger experience
• By putting passenger needs first, financial returns improve
• Good examples of how we went from passive property management to an active premises provider and innovator
• Insights with regard to how we work with airlines and other commercial partners in order for us to jointly arrive at a win-win interface towards our common customers