Marcelo De Vasconcellos
Marcelo has been working for 10 years at São Paulo, Guarulhos International Airport in various positions in the operations and strategic departments, leading teams on operational data analytics, passenger terminals, capacity and demand management, masterplanning, stakeholder management, and airport service subcontract. He has a BSc in civil engineering and an MSc in airport infrastructure and air transportation. He enjoys traveling and visiting other airport operations.
Day -
3 - Customer service, passenger and workforce experience - 12:15 - 12:40
Achieving operational excellence with reliable flight connections and passenger transfers
Achieving reliable and seamless flight connections at an airport is no easy task. Airlines, government authorities, ground services and the airport have to find ways to ensure that transferring from one flight to another is easy and painless for passengers. Everything from passenger journey mapping to signage, digital solutions and data analytics needs to be employed to ensure the customer experience remains positive. We will discuss the solutions implemented at the airport and the success factors for achieving a maximum 35% improvement in flight connection and transfer passenger reliability.
The audience will learn:
- Methods to assess your passenger's journey at the airport
- Improve connecting passenger experience at the airport from an airline perspective
- Establishing a fit-for-purpose KPI dashboard for passenger experience
- Solutions for establishing on-time performance at an airport
- Tools and methods for improving flight connection reliability, including stakeholder management
