Speaker Biograghy: Garry has over 15 years' operational and managerial experience in airline and airport management. In his current role, he leads a diverse team who are well prepared and ready to respond to the ever-changing needs of Darwin International Airport, placing greater emphasis on improved customer service and enhanced customer experience. Prior to joining Darwin Airport, Garry held several senior management roles across Australia and South East Asia with Jetstar Airways, providing strategic oversight and leadership in the commercial and operational divisions.


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

11:10 - 11:40 - Welcome To Our Place: delivering hospitality and bottom-line results
Synopsis: Welcome To Our Place is an innovative new approach to enhance customer experience at Darwin International Airport (DIA). This initiative works on the principal that all members of the airport community treat customers with respect, warmth and friendliness, as they would if they were welcoming guests into their own homes. In essence, Darwin International Airport is ‘home’ for the airport community, and visitors will be made to feel welcome and safe at all times. Welcome To Our Place is now an intrinsic part of the culture at Darwin International Airport, and this will continue well into the future.

Audience will learn:

• How to embed customer experience across the whole business
• How to get stakeholders on board, and make the message simple
• Measuring the results – financial and satisfaction