Jason Inniss
Jason has had a passion for aviation from an early age, as both his parents worked in the industry at some point in their lives. He initially worked in the airline industry for several years before transitioning to the airport industry 20 years ago. His experience in the airline business has deepened his appreciation for the importance of his role as director of airport operations.
His hobbies include travel and cricket.
Day -
2 - Customer service, passenger and workforce experience - 12:25 - 12:55
Passenger experience in a small Caribbean/Atlantic airport
As a small airport in the Caribbean/North Atlantic, we face unique challenges and opportunities as we navigate the airport business on a small developing island. The presentation will highlight Bermuda's unique perspective and our achievements to date regarding the passenger experience. This will include how we are able to provide high-quality service despite capacity constraints and staffing limitations, and the number of ACI awards we have received.
The audience will learn:
- Importance of capacity assessment and management to ensure positive passenger experiences
- Stakeholder engagement to ensure that the vision is aligned with all stakeholders
- How small airports need to adopt technologies that improve passenger facilitation
- How important it is to create a positive passenger experience with a sense of place and occasion
- Unique operation in Bermuda with dual terminal operations in a single terminal. US pre-clearance and international services
