Speaker Biograghy: Alessandro is an Italian civil engineer and an Airport Planning & Management Master's graduate. He has 20 years' experience in the transport industry. He started his career in high-speed railway construction and then moved to Rome Airport (ADR), where he was responsible for several projects related to the last large airport expansion plan and regarding both airside and landside infrastructures. He then moved to the highway field as Head of Planning, Engineering and Design of SPEA – Autostrade per l’Italia Group – for eight years. In 2010 he joined Naples International Airport as Infrastructure Director and, from 2013, he also assumed responsibility for flight operations. In July 2014 Alessandro was nominated Accountable Manager of Naples International Airport.


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

09:05 - 09:35 - A tailored-fit airport: best practices for an enjoyable terminal
Synopsis: Modern airports must offer an unique experience to passengers, whose opinions come from the terminal building. Nevertheless, cost-effectiveness may become the main driver in terminal design. Standardisation helps keep the level of costs low, but this results in a very anonymous experience for passengers. The tailored-fit design of common equipment (check-in, gates and info desks) helps lower the cost and offer a common line to connect the dots in the passenger experience, driving passengers through a simple and smart environment. Stylish and comfortable areas may became good drivers for shops and retail, enhancing the passenger perception.

Audience will learn:

• Modern airports must offer a unique experience to passengers
• Standardisation may result in an anonymous experience for passengers
• Stylish and comfortable areas are good drivers for retail