Speaker Biograghy: Michele is an airport engineering expert, with experience in planning, design and development of airport infrastructure, as well as in environmental and operations management. In 2000 he joined Naples International Airport as Airport Development Manager, and worked in close cooperation with the BAA Planning and Design Group. His work background includes sound experience in all the airport regulation fields, in masterplanning and development as well as in operational management, cost evaluation and building procedures. He is now Head of the Planning & Compliance Department at Naples International Airport, responsible for all the planning and certification activities in the airport. He is also a member of the ICAO World Roster of Experts, an IATA Instructor and Professor of Airport Management at the Parthenope University of Naples.


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

12:15 - 12:45 - The magic dust – improving the passenger experience in medium-size airports
Synopsis: Airports are always interesting, dynamic and full of life. But globalisation has made them more similar to each other. And all of them are like modern shopping malls. The operating world is by itself amazing, but the charm of aviation is lost at the beginning of its story. Medium-sized airports can combine the two with a breathtaking result for the passenger experience. Stylish, modern environments may be used for operating processes that bring the passengers closer to the aircraft, in a world full of fashion and innovation, but still sprinkled with magic dust.

Audience will learn:

• Drive the passenger experience through the charming world of aviation
• Combine fashion, design and architecture with the airport’s operating world
• Be modern, innovative and consistent in operations as well as in passenger expectations