Speaker Biograghy: Arturo is Terminal Operations Expert at Munich Airport - Flughafen München GmbH (FMG) - International Business Division. He joined Munich Airport from ACI World in Montreal, Canada, where he was Head of Passenger and Airport Services. Arturo has been involved in the aviation and aerospace sector for more than 20 years. He has a Master's degree in Aerospace Engineering, Airport Design and Management. He previously worked with Aena Aeropuertos, an airport planning consultancy firm, the ground handling company Acciona Airport Services, and the Spanish civil aviation authority. At ACI World, Arturo led and directed the ACI Airport Service Quality (ASQ) team during the transition to the new services in 2015. At Munich Airport, he is fully integrated in the International Business Team, delivering services and expertise on airport operations, management and service quality at different locations around the world.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

15:55 - 16:30 - Munich Airport's Passenger Experience Management Framework: key success factors
Synopsis: It is well known that improving the customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport's performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This presentation focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.

Audience will learn:

• A systematic approach to monitoring and improving service quality
• The importance of leadership’s passion for service and the human factor
• How to understand airport customers and their emotional behaviour
• How to leverage innovation, develop a sense of community and achieve a sustainable and resilient customer experience
• Case studies from Munich Airport and other locations worldwide