Speaker Biograghy: As the Director of Passenger Services at Toronto Pearson International Airport, Janine leads the team responsible for helping passengers find their way; communicates with them; creates memorable pre-flight experiences; and then asks those passengers – how are we doing? During her time with the airport, Janine has also led the Commercial team in the development of the Retail and Food Programmes strategy and the implementation of the roadmap to bring that vision to life. As a result of her leadership, Toronto Pearson was recognised as one of the best Airport Food Programmes in the World. Prior to joining Toronto Pearson in 2006, Janine spent 10 years in marketing and communications. Her experience includes time spent at Toronto Hydro, where she developed energy conservation programmes with retailers such as The Home Depot; the Women’s Executive Network, where she was responsible for partnerships; and time at various advertising and marketing agencies.


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

09:30 - 10:00 - Sound: the next frontier of passenger experience
Synopsis: Our five senses provide the raw data on which we base our 'experience' of spaces. In an attempt to improve passenger experience and revenues, airports have increasingly focused on entertaining passengers and making the environment more comfortable. But are the right things being done or have we created too much noise? Many airport environments have become incredibly stimulating – some might even say unpleasant due to excessive noise and environmental clutter, which interferes with wayfinding and communication, and may increase passenger stress. How can we use sound to shape and improve the passenger experience, and improve non-aeronautical revenues?

Audience will learn:

• Noise in some airports has reached unacceptable levels, which is harmful to passengers and business
• Sound is an important, yet neglected, aspect of passenger experience – it helps shape a passenger’s mindset
• Auditory needs of passengers should be considered – ageing population, passengers with disabilities, passengers with sound aversions (veterans, autism)
• The key to satisfactory passenger experience is the ability of passengers to choose environments that suit their current state
• Design and management strategies that can be employed to create and maintain healthy soundscapes in airports