Susan Gray of Concession Planning International considers the important relationship between creating and delivering a clear customer experience strategy and commercial performance
David Stark, senior vice president, practice leader enterprise risk and resilience, at Marsh Risk Consulting, examines risk in the airport industry and the best practices adopted by airport operators.
Ibrahim Ibrahim, managing director, Portland Design, examines the Millennial traveler’s cravings for convenience and serendipity, and how brands, retailers and airports can start to configure and cater to their needs.
Paul Williams, Zoeftig CEO and president, discusses the latest trends in airport seating
John Jarrell, head of the airport IT unit of Amadeus IT Group explores how the pre-departure experience is being re-imagined through self-service technology
Rosemary Chegwyn, head of sales and marketing EDA Australasia, explores how travel retailers can increase sales during the holiday season
James Ingram looks at how airport retail has changed over the past two decades and how improving the passenger experience can maximize non-aeronautical revenues
Alaistair Deacon, chief aviation technologist at Lockheed Martin, explains why information is the cornerstone for successful airport operations
How can airports maximise passenger satisfaction? James Ingram investigates
Kevin Brocklebank illustrates a simple three-step process to help airports better understand their passengers’ retail needs