Workshops

Please click on the links below to learn more:

Masterclass A: Increase your revenue by working through your current constraints
Masterclass B: Analysing the key success factors for retailers within an airport environment
Masterclass C: Measuring and analysing customer satisfaction to maximise spending
Masterclass D: Exploring the impact of low cost carrier models on airport services

Pre-Conference Masterclass: Monday 25 August 2008

09:00 - 12:00 Masterclass A: Increase your revenue by working through your current constraints

Includes morning coffee break

Airports need to perform under a variety of constraints such as reduced staff levels, lack of space, increased security measures and much more. This workshop will allow you to identify those limitations, understand them further and develop ideas and strategies to counteract their negative aspects.

What are you current challenges? Funds, space, human resources?
Why are the constraints there – who control the decisions?
What can you do to work around them?

Led by:

Richard Jenner
Managing Director
NORWICH AIRPORT LIMITED

13:00 - 16:00 Masterclass B: Analysing the key success factors for retailers within an airport environment

includes afternoon tea break

The retail offering in every airport is crucial to the passengers but can present challenges for airports and to the retailers themselves.

There are several issues that centre round the retail element including space constraints, rising rents, price restrictions, unknown passenger trends and more. This workshop will study the business model for airport retail operations, discuss the challenges faced by retailers, and iden- tify how airports and retailers can work together to create a retail program that is successful for all.

Led by:

Susan Warner Dooley
Deputy Executive Director
METROPOLITAN AIRPORTS COMMISSION

Post-Conference Masterclass: Thursday 28 August 2008

09:00 - 12:00 Masterclass C: Measuring and analysing customer satisfaction to maximise spending

Includes morning coffee break

Airports have high numbers of contact points for customers from the check in desk through to the taxi driver that takes them to their destinated hotel. The different points along the whole experience trigger different thoughts and emotions and one bad experience at the beginning of the journey might cause repercussions on the passenger’s opinion of the airport and on their capacity to spend. Hence this master- class will look at:

Keeping track of all your customer service points – are there too many?
Looking at customer feedback in association with the rest of the services and processes
Building a customer culture throughout all the airport employees
How satisfied customers will return and spend more

Led by:

François Martel
Director
JACOBS CONSULTANCY

13:00 - 16:00 Masterclass D: Exploring the impact of low cost carrier models on airport services

Includes afternoon tea break

The number of available low cost airlines is increasing in an already tough aviation industry. This masterclass will examine all these factors and more to help you improve the services you provide for low cost carrier passengers.

Introduction of the Indian aviation market, growth over the past 5 years compared with the past 50 years
Full service carriers - their evolution, present state and future?
Low cost carriers – their evolution, present state and future?
LCC: Defining the segment and why?
What do the low cost carriers do with their savings?
Exploiting commercial services that are missed on board
Summary and Conclusion

Led by:

Shriram Sanjeevi
Senior Manager, Travel Retail
BANGALORE INTERNATIONAL AIRPORT LIMITED

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