Roberto Martín Davara
Roberto is responsible for the passenger experience within the Aena network, including 46 airports and two heliports in Spain. Applying a holistic data-driven approach, he and his team work toward setting new standards in the airport experience. He is a member of ACI World’s ASQ subcommittee and ACI Europe’s facilitation and customer services committee. He holds an MSc in aeronautical engineering and loves traveling the world.
Day -
2 - Customer service, passenger and workforce experience - 10:05 - 10:35
From metrics to moments: five steps to a unique PX
This session unveils a five-step framework for enhancing passenger experience across an airport network. Gain insights into personalized service delivery, data-driven decision-making and innovative and practical approaches to meet and exceed passenger expectations.
The audience will learn:
- Strategies for managing the passenger experience across a complex airport network
- How Aena delivers a seamless and consistent experience in diverse airport environments
- The impact of integrating passenger feedback and operational data to improve the airport experience
- The role of the airport community in enhancing passenger satisfaction
Day -
1 - Customer service, passenger and workforce experience - 09:00 - 17:30
Unlocking the secrets to an enjoyable airport journey
This presentation looks into the strategies that make an airport a truly enjoyable place for passengers. By examining Aena's award-winning airports, this session will provide actionable insights to transform the airport from a transit space into a destination passengers look forward to.
The audience will learn:
- The key elements that make an airport enjoyable
- Concrete steps to enhance relaxation, comfort and overall passenger enjoyment
- Ways to leverage passenger feedback to deliver a consistently enjoyable experience
