Speaker Biograghy: Mark is responsible for all worldwide baggage service operations, applied technology, system service production and processes that ensure customers' bags arrive with them at the final destination. He has over 20 years' aviation baggage service experience and over 30 years' customer service management experience. Throughout his career, Mark has been noted for developing advanced technology-based solutions, and advancing industry service standards to realise industry-leading results.


Day 2 - 16 March
Session: Technology: Passenger Processing, Trends in Check-in & Self-Service

09:30 - 09:55 - Front-line employee mobility
Synopsis: A mobile strategy should provide full capabilities at every contact point with a passenger and for their baggage. Mobile devices will enable a personalised customer experience by providing next-generation tools to front-line employees. In addition the tools should optimise information streams and harmonise existing legacy programmes into the palm of the front-line employees.

Audience will learn:

• Solving IRROPs with mobile tools
• Enabling ramp employees with mobile tools
• Future uses like GEO fencing, attendance, record keeping

Day 3 - 17 March
Session: Technology: Baggage Processing Innovations

10:20 - 10:45 - Measuring enterprise-wide baggage performance made easy
Synopsis: The goal: improve baggage performance. The challenge: we have lots of opinions and ideas. How do we determine what will have the greatest impact? The tools: implementing an enterprise-wide baggage performance monitoring system provides a clear indication of where today’s systems are struggling, and how to prioritise future improvements by presenting real-time standardised performance data in customisable ways using high-level system-wide overviews to station specific details. The case study: how United Airlines put its data to work to help it understand the factors contributing to its system-wide baggage performance, allowing it to implement improvements.

Audience will learn:

• Steps to implementing an enterprise-wide baggage performance system, including infrastructure and data collection
• Advantages of a centralised, flexible tool that enables users to design and customise dashboards and reports
• The high points and pitfalls of industry data use and performance monitoring trends

Day 3 - 17 March
Session: Technology: Baggage Processing Innovations

13:10 - 13:35 - Front-line employee mobility
Synopsis: A mobile strategy should provide full capabilities at every contact point with a passenger and for their baggage. Mobile devices will enable a personalised customer experience by providing next-generation tools to front-line employees. In addition the tools should optimise information streams and harmonise existing legacy programmes into the palm of the front-line employees.

Audience will learn:

• Solving IRROPs with mobile tools
• Enabling ramp employees with mobile tools
• Future uses like GEO fencing, attendance, record keeping