Thomas Bechan

Thomas is a service manager in the passenger facilities team at Amsterdam Airport Schiphol, dedicated to enhancing the passenger experience through data-driven improvements. In recent years, his team has significantly advanced how data is valued, interpreted, and applied to optimize airport services. Beyond his professional role, Thomas spent two years providing humanitarian aid in the Caribbean, reflecting his commitment to making a meaningful impact both within the aviation industry and in the wider community.

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Data-driven cleaning: enhancing passenger experience and workforce efficiency at Schiphol

Smart Facilities is not an innovation but a new way of working, where we aim to implement more data-driven cleaning at Schiphol. This ensures that cleaners are in the right place at the right time, optimizing the passenger experience and improving working conditions for cleaners. Together with our cleaning partners, we work to use data as a key to deploy the right cleaning capacity based on predicted crowd levels to meet our quality targets. This way of collaborating with data at the core of the operating model is innovative and should be shared with the rest of the industry.

The audience will learn:

• How we use data in collaboration with cleaning partners to ensure a cleaner airport, positively impacting the passenger experience
• How we use data from FeedBackNow (smiley boxes) and people counters to direct cleaners, improving their timing and quality of work
• Data collaboration with cleaning partners to determine optimal staffing based on predicted terminal crowd levels, ensuring the highest quality
• Insights (use case) into a future where generative AI supports low-tech maturity groups, ensuring maximum data value extraction

Panel discussion: Influence of smooth facility management on customer satisfaction and passenger experience