Speaker Biograghy: Eliot leads ICF’s airport operational consulting practice, which combines process flow analysis, facility layout, organisational strategies and new technology to improve airport performance and enhance the passenger experience. He has spent the last 25 years working extensively with airports and third-party operators in business strategy and strategic planning, transaction due diligence and infrastructure-related development, both in the USA and internationally. Prior to joining ICF, Mr. Lees was an investment banker specializing in municipal and tax-exempt financing. He worked in various finance positions with leading New England financial institutions. Mr. Lees has an M.B.A. from Boston University and a B.A. in economics from the University of Massachusetts


Day 2 - 15 March
Session: Customer Service & Passenger Experience

16:35 - 17:05 - Enhancing the passenger experience: European approach in the US market
Synopsis: 'Enhancing the passenger experience' often focuses on innovative new commercial offerings, airport branding, sense of place and digital engagement. All of these elements are important. But what is the top passenger complaint today? Long queues, long wait times and long distances to walk. The first priority is the efficient flow of passengers through an airport. How do you integrate information into the passenger journey and airport operations? It takes a fundamental change in mindset, operational processes and organisation. This joint ICF and CPH presentation presentation includes case studies from Copenhagen Airport and US airports demonstrating how these concepts have been successfully implemented.

Audience will learn:

• How to truly enhance the passenger experience
• Using big data and sensor technology to reorientate airport management and delivery of service
• Rethinking organisational structure and stakeholder engagement to enhance the passenger experience
• Applying a European approach in the US context