and conference programme - Passenger Terminal Expo

15.45-16.15 The new Indianapolis midfield terminal: meeting demands
and expectations
Richard Potosnak, president, Transportation Consulting and Management, USA
The new Indianapolis International Airport is opening in October 2008. The programme,
concept and budgets were developed during the project definition phase in 2000. This
presentation will offer insights into how the original cost estimates and design concept
that were developed in the project definition phase have withstood the pressures of cost
escalation, security measures (both passenger and baggage), changes in the airline industry/
aircraft fleets and continued global interest in sustainability. The US$1.1 billion project entails
a new 40-gate terminal on two square miles between two runways. With the project near
completion, it remains within budget.
16.15-16.45 Airport construction: on time, on budget and state-of-the-art
Axel Laistner, CEO, Axel Laistner Consulting, Germany
With the proliferation of airport development projects worldwide and increasing airport
privatisations, fiscal, schedule and operational responsibilities are ever more in demand. What
are the general or specific operational frameworks and criteria that let some projects succeed
while others stumble Let’s explore the tightrope dance between investor control and design
creativity. How to implement decision-making structures at large airport projects How to
give architects and engineers the necessary leeway for creative solutions How to keep them
focused on the project principles and aims How to ensure continuous control over budget,
timeline and functionality for the airport operator
16.45-17.15 Decreasing risk and increasing value on aviation projects
Tony Potter, partner, Davis Langdon LLP, UK
Passenger terminals are among the most complex buildings to design and deliver. They
involve numerous stakeholders, many with opposing or conflicting requirements. Establishing
a robust brief requires an approach that reconciles conflicting objectives and assists the
team to put in place the conditions for success from the outset. Benchmarking helps the
client bodies and end-users define the facilities they need at a cost they can afford. Strategic
workshops enable the delivery team to understand these needs and develop a balanced brief
that meets expectations. The same process puts in place the means to make decisions based
on maximising value and the means to manage risk.
Customer Service and Considerations
Please note: Each presentation’s allotted time includes five minutes for questions.
Chairman: Hiosvany Muina, airport manager, Copa Airlines, USA
14.00-14.30 Creating a positive customer experience
Hiosvany Muina, airport manager, Copa Airlines, USA
With today’s aviation industry challenges, we need to focus all of our resources on gaining
and retaining our customers, internal as well as external. For this, we need to develop
impactful, creative, positive customer experiences that will keep them coming back for
more, and tell their friends about it too! The speaker will present methods, procedures and
techniques to elevate and increase customer satisfaction. The presentation will also show
how to develop a customer service vision for your team and turn compliance into commitment
by encouraging each team member to provide world-class customer service.
Room:
Almas Suite 1
Customer Service and Considerations
DAY ONE 16 November 2008
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