Speaker Biograghy: Jim joined Darwin Airport in December 2006 as Aviation Development Director for Darwin and Alice Springs Airports, responsible for air services development. In 2009 his responsibilities were expanded to include passenger-related airport services including car parking, ground transport, terminal retail, duty free and advertising. Most recently, Jim has moved into the role of Director Operations and Customer Experience. In 2012 Jim was awarded the Australian Airports Associations (AAA) Airport Executive of the year award. He holds a Business degree (Travel and Tourism) from Victoria University and an MBA in Aviation Management from RMIT.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

14:10 - 14:35 - How to get everyone on the customer experience train
Synopsis: In late 2014 Darwin Airport completed its largest expansion project since the terminal was built in 1991. The expanded terminal offers double the capacity in all functional areas. While completing the expansion, attention turned to ensuring that customer experience was maximised. This is not something that can be expected automatically from a new facility. So how do you get everyone on board the customer experience train? The presentation will explain how to get the recipe right for outstanding customer experience, and what the key ingredients are.

Audience will learn:

• Place the customer journey task in the area of the business that controls most of the touch points
• Get stakeholders on board
• Take the initiative, e.g. Darwin Airport is looking at auto bag drop and early check-in – airport-driven initiatives
• Be clear on what the outcomes will be for each business unit and stakeholder
• Ongoing refinement – PAX mix changes, so there is no ‘set and forget’