ACI EUROPE and ACI-ASIA PACIFIC present The IT, Facilitation and Customer Service Conference

Conference Theme Announced:

“Making the most of IT to meet and exceed passenger expectations”

This dedicated IT conference will again bring together industry experts to provide a forum for air transport executives globally to share experiences and solutions on existing and future IT infrastructure and services.

This conference will focus on the best methods of improving the customer experience for the passenger and how IT can be utilised to ensure their journey through the airport is as stress-free and enjoyable as possible.

Keynote speakers announced:

Turkish Airlines has ambitious growth and service standards ambitions – how important does the airline believe the passenger experience on the ground to be, and how does it feel airports could improve the customer experience for passengers?

Dr Temel Kotil, President and Chief Executive Officer, Turkish Airlines

Abu Dhabi International Airport aims to become the Middle East's first five star airport. With a new state-of-the art US$6.8 million expansion programme underway how does the airport plan to further improve the passenger experience, and what role will IT play in those efforts?

Michael Ibbitson, Vice President Information and Communications Services, Abu Dhabi Airports Company (ADAC).

Other confirmed speakers include:

Marjeta Jager, General Policy Director, MOVE and Directorate Generale, European Commission

Thomas Jeske, Senior Manager – IT infrastructure, Lufthansa Airlines

Binnur Onaran, Acting General Manager, TAV IT

Professor Prasad Yarlagadda, Project Director, Queensland University of Technology

Peter Dudenhoefer, Vice President for Traffic and Terminal Management, Airport Expansion, Fraport AG

Catherine Mayer, Vice President Airport Services, SITA

Arturo Garcia-Alonso, Manager Facilitation and Airport IT, ACI

Christina Cassotis, Vice President & Leader Airport Services, SH&E

Key issues to be addressed by leading industry experts include:

The Eyjafjallajökull Ash Cloud showed that the air transport industry still has much to learn in terms of communicating with passengers during a time of crisis, and to provide enhanced customer service when it is needed most.

How can IT be better utilised to drive customer satisfaction in moments of crisis, and in general?

What do passengers really think of the airport experience

Findings from recent ACI ASQ passenger surveys

New Technologies Processes

including CUPPS, Automated self-service boarding gate projects, NFC technologies and opportunities, PADEX and DCS interactive check

Utilising IT for effective planning and terminal management

including the use of simulation tools, real-time terminal management, integrated business artchitecture, flexibility in airport systems and airports of the future

Enhanced Passenger Information Technologies and Facilitation Methods

Including new technology in Passenger information, wayfinding, signage; Automated border control, One Stop Security and converting customer service into revenue using a multi-channel approach.

NEW FOR 2010: Networking on the exhibition floor and business meetings in dedicated area. Facilitated by an easy to use online system that before travelling to Istanbul allows delegates to search for other delegates attending, and arrange meetings with them at the event.