Gatwick Airport

Speaker Biograghy: Gavin joined Gatwick Airport in 2005 having previously worked in parcel logistics. His early career at Gatwick was in the operational roles of Terminal Operations Manager and then Security Operations Manager. He was part of a team that delivered significant organisational change at Gatwick pre- and post-sale to Global Infrastructure Partners (GIP), including the construction of the new Security search area in South Terminal. This project involved the introduction of new technology such as biometrics and automated access control, as well as process improvements and changes to working practices. He moved to a change management role in 2011 and has since led a team delivering people, process, systems and infrastructure change in check-in at Gatwick, and delivery of the check-in aspects of major capital projects.


Day 3 - 16 March
Session:
Customer Service & Passenger Experience


10:05 - 10:35 - A passenger-experience revolution at Gatwick
Synopsis: Gatwick, the busiest single-runway airport in the UK, had to solve problems such as limited space and capacity in order to stay competitive. In the first phase, construction work and dedicated process automation were their focus. After optimisation of bag drop and queue management, the next phase is to optimise the passenger journey through the airport itself, replacing various access tokens with a single biometric token. To achieve these aims, the existing processes have to be harmonised and synchronised. This allows Gatwick Airport to provide its customers with a smooth, optimised passenger experience by leveraging biometrics and other new technologies in the future.

Audience will learn: