Speaker Biograghy: Mark is an accomplished and dynamic business change leader with a passion for process improvement, operational excellence and innovation. He is currently a consultant to the Heathrow Airline Operators Committee, where he leads the deployment of self-service and automation initiatives. Previously, he enjoyed a 16-year career at Heathrow Airport Ltd, latterly founding and leading the airport’s multi-million-pound programme of technology improvements to simplify and streamline passenger processes. In both an airline and airport capacity, Mark has had substantial involvement in IATA’s Passenger Experience programme, tailoring trials and initiatives at Heathrow to assist the progress of industry developments in fast travel, passenger facilitation and smart security. Other recent consultancy assignments have included projects in baggage handling and masterplanning at Sydney and Oslo Airports, respectively. Personal fact: Mark is a keen cellist and plays regularly for the Ealing Symphony Orchestra. He also plays bass guitar and double bass in a jazz quartet.


Day 1 - 15 March
Session: Technology: Systems Integration & Automating Business Processes

14:30 - 14:45 - Self-service initiatives enhancing operations and passenger experience in multi-airline environments
Synopsis: The majority of aviation’s most innovative self-service solutions have, to date, been delivered by single airlines in their hub airports. In a large international airport, how is it possible to deploy new self-service solutions that have the potential to benefit all airline customers? The Airline Operators Committee (AOC) will provide insight into how collaboration can successfully deliver the solutions that passengers increasingly expect and demand, all in a shared terminal environment.

Audience will learn:

• Technology driving passenger experience improvements
• Operational efficiencies delivered through intelligent airport design