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10
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On behalf of:
Exploring the airport of
the future and the
importance of pleasing
airlines and passengers was
at the heart of this
intriguing session, which
included panellists from the
likes of TAV Airports
Holding, Las Vegas
McCarran International
Airport and Oman Airports
Management Company.
One of the main debates
focused on the increasing
importance of the airport
city. Khalfan Said AlShueili,
General Manager –
Readiness, Oman Airports
Conference session
Airports – models for the future
Management Company,
said:“Muscat Airport
is a great example of a
city airport that is now
becoming an airport city.
The airport used to be
40km away from the city,
but now the airport is
centralised with the city
growing around it.”
Jack Kasarda, Director,
Centre for Air Commerce,
University of North
Carolina, explained that
this model is likely to
become increasingly
common. He compared
today’s aviation system
to the internet, referring to
the airport as the “router”
which “enables the quick
transfer of people and
products across the world”.
The importance of providing
a positive customer
experience was also
high up on the agenda.
John Martin, Airport
Director, San Francisco
International Airport, said:
“It’s so important to exceed
customer expectations.
So, in Terminal 2, we have
introduced living room-style
seating in the hold rooms,
art displays and restaurant
food that’s as good as
anywhere else.”
Rosemarie Andolino
Commissioner, City
of Chicago Aviation
Department, also outlined
what Chicago O’Hare
is doing to improve the
passenger experience.
Among the recent initiatives
is the introduction of
automated passport control
kiosks, which have reduced
passenger waiting times
in the customs area by an
average of 33%.
Lee Seow Hiang, Chief
Executive Officer, Changi
Airport Group, explained
that Changi focuses on four
core areas to ensure that
the customer experience
– both for airlines and
passengers – is as good as it
can possibly be.“’Capacity,
efficiency, service and
experience’ is our way of
categorising our dreams.
However, whenever you’re
working on the customer
experience, you have
to make sure you still
get the fundamentals
right,” he concluded.
Panellists from TAV Airports Holding,
University of North Carolina, Clark
County Department of Aviation,
City of Chicago Aviation Dept,
Changi Airport Group, San Francisco
International Airport and Oman
Airports Management Company took
part in the session.
The ‘Airports – models for the future’ session was
moderated by Aaron Heslehurst, News Anchor and
Presenter, BBC World News.
