Speaker Biograghy: Hatsumi started working at Haneda's airport lounge in 2010, the year when the new international terminal started its operation. Since joining JATCO in 2011, she has been in charge of international relations, and is a representative for coordinating conferences and communicating with airports domestically and internationally.


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

10:05 - 10:35 - Keys for boosting customer satisfaction at airports in transition
Synopsis: With the 2020 Tokyo Olympics and Paralympics in mind, this presentation will explain how Tokyo International Airport (Haneda) can improve its interaction and cooperation with its group companies, engaged in retail, F&B, lounge operation, security, ground-handling services, in-flight catering etc., while also being flexible and proactive enough to meet the needs and expectations of ever-increasing numbers of diverse passengers, and enhancing the passenger experience by implementing integrated methods based on long-established airport expertise.

Audience will learn:

• Haneda's examples of how to enhance customer satisfaction
• How to establish a CS improving organisation
• CS improving training method