2nd Customer Experience Management for Airports Summit 2019
12 November 2013 - 14 November 2013
Manila, Phillippines

Our Speakers

  • John MeansJohn Means
    Director-Facilities Management,
    Hartsfield-Jackson Atlanta International Airport
  • Sarosh BhattiSarosh Bhatti
    Director Business Intelligence and Corporate Strategy,
    Edmonton International Airport
  • Paweł GaliakPaweł Galiak
    Director of Aviation and Commercial Services,
    Krakow Airport
  • Ioanna PapadopoulouIoanna Papadopoulou
    Director, Communications & Marketing,
    Athens International Airport
  • Virender SinghVirender Singh
    Andhra Pradesh Airports Development Corporation Limited
  • Hyun LeeHyun Lee
    Advertising Media Concessionaire,
    Seoul-Incheon International Airport, Korea
  • Chris GillilandChris Gilliland
    Director, Innovative Travel Solutions,
    Vancouver Airport Authority
  • Simon WilcoxSimon Wilcox
    Automation Programme Manager,
    Heathrow Airport
  • Brian Cyril DiqueBrian Cyril Dique
    Section Head- Passenger Services,
    Department of Civil Aviation
  • Bert van der StegeBert van der Stege
    Vice President & Chief Commercial Officer,
    Halifax International Airport Authority
  • Anna MilaneseAnna Milanese
    General Manager,
    Cuneo Airport
  • Ramdan PradarmaRamdan Pradarma
    General Manager- Airport Services,
    Angkasa Pura Airports
  • Rie NakajimaRie Nakajima
    Manager Experienced in NRT Airport
    NRT Airport
  • Prasad NairPrasad Nair
    Head-L&D, Quality & Customer Care,
    GVK-Mumbai International Airport
  • Fatina GammohFatina Gammoh
    Passengers Experience, Performance Monitoring and Reporting Manager,
    Airport International Group
  • Iveta HrdlovicovaIveta Hrdlovicova
    Director of Commercial Activities,
    Letisko M.R.Stefanika - Airport Bratislava, a.s.(BTS)
  • Mohd Hashem MurtadaMohd Hashem Murtada
    General Manager,
    Jordan Airports Company (JAC)
View All Speakers


Customer Experience Management has been crucial for Airports in today’s hyper competitive and hyper connected global marketplace. A customer’s current airport experience involves uncomfortable crowding lengthy queues, repetitive and redundant processes, misdirected baggage and a lack of communication and personalization. This is often compounded by frequent aircraft delays and missed connections which not only add to the negative customer experience, but cost airports a huge sum annually.

There are numerous areas of opportunity for improvement in the day-of-travel and airport journey today, tomorrow and in the future. Plus the fact that customers (passengers/airlines/or just those visiting) are getting more and more demanding in the level of customer experience they expect, airports globally are placing greater emphasis on ensuring the experience is great and consistent throughout any customer’s journey/lifecycle to, within and away from the airport.

Following the previously successful event series, the 2nd Customer Experience Management for Airports Summit taking place between 28-31 January in Singapore returns bigger and will make Asia’s premier networking and learning platform for Airport Operators & Aviation Authorities to discuss and share insightful experiences on enhancing & transforming customer/passenger experience to the next level of excellence.

Key Highlights: Proven Strategies to Improve Your Customer/Passenger Experience

  1. CUSTOMER PROFILING & SEGMENTATION Applying customer-centric tools to provide a more personalized approach to define your ideal customer and communicate the relevant flight information/retail promotions/rewards programs to them
  2. AIRPORT TECHNOLOGY INNOVATION Hearing proven strategies how smart technology & mobile apps is dramatically changing the way you run airports and enhance passenger experience as well as reduce lengthy queue time
  3. AIRPORT MANPOWER MANAGEMENT Learning successful tools to engaging, energizing, motivating airport employees (front liners & back-end employees) and airport partners to raise internal and external customer service awareness to improve passengers experience throughout their journey – Before, During, After
  4. TERMINAL DESIGN & EXPANSION Modernizing your airport/terminal with easily accessible facilities and design to make a most memorable traveling experience for your passenger or those who are visiting your airport
  5. CUSTOMER SATISFACTION MEASUREMENT Discovering practical tips & tricks to use ASQ survey to define customer satisfaction and select the right benchmarks to attract new clients, increase passenger traffic, enhance the reputation of the airport

Who you will meet at this 2nd Customer Experience Management for Airports Summit?

Heads/Directors/Managers of:

  • Passenger Experience & Engagement / Customer Experience
  • Customer Service
  • Customer Loyalty/CRM
  • Commercial
  • Sales & Marketing
  • Quality Services
  • Brand Management
  • Retail
  • Retail Operations
  • Airport Services
  • Digital/Digital Transformation 

Learn More Details!

Email us at enquiry@equip-global.com for the detailed agenda and speaker line-up.


  • Airport Suppliers
  • Momberger
  • Asian Aviation
  • CRMXchange
  • Payments & Cards Network
view all partners
Register Now
Register & Pay by 12th October 2018 for Early Bird Discounted Rates!

Knowledge Center

Visit the Download Centre to access related reports, articles, interviews and other useful resources

Quick Links

PIC – 40% cash back when you register for an Equip Global Conference or Training Course

The objectives of the PIC Scheme are the same as those of Equip Global. Both support investment in innovation, productivity and continuous training.

If you are a registered business in Singapore, you can enjoy huge huge tax savings in the form of cash payouts and/or tax deductions when you invest in training of employees. Your attendance at any Equip Global conference or training course is eligible for PIC credits, either as a 40% cash refund or 400% tax deduction. We will provide you with full supporting documentation after the event and assist you in getting the claim completed.

Continuous training and upgrading of your employees is key to the success of your organization. What’s more, boost your tax savings and claim 40% of your registration fee by attending an Equip Global conference or training course today. To do so, follow this simple 5 minute process:

  1. Select, register and pay for your conference/training course of your choice
  2. Complete the PIC form which you can download here: http://www.iras.gov.sg/irasHome/uploadedFiles/Quick_Links/Tax_forms/Business_and_employers/Cash%20Payout%20Application%20Form_B2011_final.xls
  3. Attend the event, learn and network with industry peers
  4. File your receipt (which we will email you), record of attendance (which we will provide you at the event) and the completed PIC form with your accounts department which they will submit to IRAS to process the claim. If you do not have an accounts department or need help with the PIC claim, our staff will be very happy to assist.

Take advantage of the PIC scheme to upgrade your skills, gain the latest information in your field of work, and get access to the knowledge that can help drive your organizations’ performance and productivity.

For more information visit http://www.iras.gov.sg/irashome/picredit.aspx. Terms and conditions apply.

Tell a Colleague

2nd Customer Experience Management for Airports Summit 2019
28 January 2019 - 31 January 2019
  • Thank you. We have sent an email with the event details to your colleague.
    [ Close Popup]
Copyright EquipGlobal 2017 All Rights Reserved