Speaker Biograghy: Aymeric's responsibilities include the management of airport statistics, market analytics and the coordination of the annual strategic planning process of the airport. Prior to joining Aéroports de Montréal, Aymeric worked in the field of energy trading and management consulting.


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

14:45 - 15:45 - PANEL DISCUSSION: Airport Service Quality (ASQ): tools to facilitate airport decision making
Synopsis: Panel Chair: Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World, CANADA Airport Service Quality (ASQ) is a world-renowned and globally established global benchmarking programme measuring passengers' satisfaction while they are travelling through an airport. This data is a strong tool for airports to better prioritise projects, evaluate their impact, know what the most important aspects are for passengers and benchmark with other airports. This feedback provides the intelligence to make better decisions and optimise investments and initiatives. Why is it important to give a voice to passengers? What tools are available? How can ASQ help in assessing an airport's performance and help market it more successfully?

Audience will learn:

• Know what the ASQ is all about
• Why it is important to give a voice to passengers
• How this data can be utilised to benefit airports