Speaker Biograghy: Lance is the Managing Director for Seattle-Tacoma International Airport, which is owned and operated by the Port of Seattle. Prior to joining the Port, Lance was the Chief Operating Officer for Houston’s three airports and Chief Technology Officer at Hartsfield Jackson. He is a growth-orientated executive who has led multi-year strategic development efforts with capital budgets in excess of US$3bn at Houston airports, and played a key role in the US$6bn development programme in Atlanta. At Sea-Tac, he leads a multibillion-dollar terminal revitalisation programme consisting of an international arrivals facility, renovating the north and south satellite, and upgrading the entire baggage handling system. He holds a BSc in Physics and Computer Science, and an MSc in Management Information Systems from the University of the West Indies. Personal fact: During his spare time he plays soccer and basketball ,and writes poetry, songs and short stories.


Day 1 - 14 March
Session: Future Airports

17:05 - 17:35 - Panel Discussion: Airport Fast Forward
Synopsis: The year is 2050! Can you imagine what your end-to-end air travel experience will be like? Come and join us in a robust futuristic panel discussion about the possibilities of technological innovations and the changing social behaviour of the next generation of travellers that will transform the way our airports will look, feel and function. We will look at the winning entries of an international student design competition conducted by Fentress architects, followed by each panelist's views on critical areas of change and how we can prepare for the Airport 2050.

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

10:00 - 10:30 - Delivering a seamless customer experience
Synopsis: The presentation will explore the use of technology, procedures, processes, collaboration and basic people skills to deliver a seamless customer experience at the airport. The customer experience will be tracked from home to airport to destination, and focus on the importance of the interface with all relevant airport stakeholders such as CBP, TSA, ground transportation, custodial services, airlines, etc.

Audience will learn:

• How to measure the customer’s experience at one airport relative to a competing airport
• Specific tools and techniques to measure the customer experience
• Setting and implementing customer service standards for the entire airport (airlines, concessions, ground transportation, custodial services, etc.)
• Various tools to measure the level of service
• Planning, designing, constructing and operating an airport facility to meet specific levels of service