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WEDNESDAY 30 MARCH 2011Customer Service and<strong>Passenger</strong> ExperienceConference Chair: Hiosvany Muina, AirportManager, Copa Airlines, USAConference Chair: Beverly Lewis, OrlandoInternational Airport/Atlanta Hartsfield-Jackson International Airport Station Manager,Alaska Airlines, USA09:00 - 09:05Opening remarks09:05<strong>Passenger</strong>-focused by design: maximisingyour passengers' experienceSteve Wareham, Director of MSP Operations,Metropolitan Airports Commission, USA09:30Improving the passenger's view: what canairports do to upgrade the customers on theground?Dr Michael Kerkloh, President & CEO, MunichAirport, Germany09:55Incheon Airport: more than an airport, beyondexpectationNam Soo Lim, Executive Director, IncheonInternational Airport Corporation, Korea10:20 - 10:35Q&A10:35 - 11:05Break11:05Building a customer-oriented team to create abetter passenger experienceDiana Mizrachi, Director Customer Experience,Copa Airlines, Republic of Panama11:30Transforming the passenger experience atHeathrowJohn Holland-Kaye, Commercial Director, BAAAirports Ltd, UK11:55Changi experience by designJacqueline Hwei Peng Lau, Assistant Director,Changi Airport Group (S) Pte Ltd, Singapore12:20 - 12:35Q&A12:35 - 14:00Lunch14:00 - 14:30PANEL: What makes a passenger choose yourairport or airline?Diana Mizrachi, Director Customer Experience,Copa Airlines, Republic of PanamaDr Michael Kerkloh, President & CEO, MunichAirport, GermanyJacqueline Hwei Peng Lau, Assistant Director,Changi Airport Group (S) Pte Ltd, SingaporeJohn Holland-Kaye, Commercial Director, BAAAirports Ltd, UKLiz Brackley, Head of Airport StrategicDevelopment, Virgin Atlantic Airways, UKMarcia Castillo, Human Resources Manager,Alaska Airlines, USANam Soo Lim, Executive Director, IncheonInternational Airport Corporation, KoreaSteve Wareham, Director of MSP Operations,Metropolitan Airports Commission, USA14:30Differentiation on the ground: does it matter?Liz Brackley, Head of Airport StrategicDevelopment, Virgin Atlantic Airways, UK14:55What do your customers and employees sayabout your business? Are you deliveringunforgettable experiences?Hiosvany Muina, Airport Manager, CopaAirlines, USA15:20Airport loyalty programmes: waste or value?Dr Stefan Keh, CEO Infrastructure Logistics,Siemens AG, Germany15:45Diversity: communication styles in theworkplaceMarcia Castillo, Human Resources Manager,Alaska Airlines, USA16:10 - 16:20Q&AExhibition Hall Party & Skytrax WorldAirport Awards24
WEDNESDAY 30 MARCH 2011PRT for Airports and CitiesConference Chair: Dr Tom Voge, SeniorConsultant, Transport & Mobility Leuven,BelgiumConference Chair: David Holdcroft, PRTManager, Heathrow Airport Ltd, UK09:00 - 09:05Opening remarks09:05Teaching an old dog new tricks: adaptivereprogramming of facilities for future needswith PRTJohn Mok, CEO, Cincinnati/Northern KentuckyInternational Airport, USA09:30Heathrow pod: an update on the Heathrow PRTprojectDavid Holdcroft, PRT Manager, HeathrowAirport Ltd, UK09:55City of San José PRT projectAustin Smith, Associate Director, Arup, UK10:20Similarities and differences of procuring aPRT system compared with other forms ofautomated transitSteven Perliss, Principal, Lea+Elliott Inc, USA10:45 - 11:05PANEL: Airport applications of PRTJohn Mok, CEO, Cincinnati/Northern KentuckyInternational Airport, USAAustin Smith, Associate Director, Arup, UKSteven Perliss, Principal, Lea+Elliott Inc, USA11:55PRT: translating urban experiences to airportapplicationsRobbert Lohmann, Commercial Director,2getthere, Netherlands12:20Cybercars experiment in La Rochelle: beyondtechnical challengesCarlos Holguin (on behalf of), Expert Engineer,Inria-Rocquencourt, France12:45Demonstration of PRT systems in the city of LaRochellePhilippe Vollichard, Sustainability Manager,EPFL, Vice President of Planning andInfrastructures, EPFL (École PolytechniqueFédérale de Lausanne, Swiss Federal Instituteof Technology), Switzerland13:10 - 13:30PANEL: City applications of PRTPhilippe Vollichard, Sustainability Manager,EPFL, Vice President of Planning andInfrastructures, EPFL (École PolytechniqueFédérale de Lausanne, Swiss Federal Instituteof Technology), SwitzerlandCarlos Holguin, Expert Engineer, Inria-Rocquencourt, FranceRobbert Lohmann, Commercial Director,2getthere, NetherlandsConsultant, JJB Associates, UK13:30 - 14:30LunchThe session on PRT was excellent – coveredthe whole topicStuart Condie, Director, James Aviation Ltd, UK11:05 - 11:30Break11:30Introduction and background to urban PRTapplicationsDr Tom Voge, Senior Consultant, Transport &Mobility Leuven, BelgiumFor detailed information on eachpresentation, panel and speaker, go to the'live' conference programme on our website:www.passengerterminal-expo.com.This will be kept up-to-date with the latestinformation from the speakers.25
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