Santiago Andrade

Santiago is a highly experienced airport professional with success leading complex information technology and telecommunications projects in Germany, and Central and South America, with deep knowledge of large-scale infrastructure projects in different geographies and cultures, especially in the airport industry. He led the implementation of all ITT projects that attained the 2020 Skytrax 5-Star award and has been a speaker at international events on topics like digital transformation, process improvement, and cybersecurity organized by OACI and ACI LAC.

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Maximizing dwell time potential – the Quito experience

Two key aspects must be considered in airport management: the importance of investigation and systemic observation. In aviation, 'systemically' refers to understanding the interrelationships and dependencies among all stakeholders in the passenger journey. True efficiency cannot be achieved through isolated solutions, which lead only to congestion and poor decision making. By leveraging advanced technology and adopting a holistic perspective, dwell time, or the renowned golden hour, can be managed to streamline processes, maximize commercial revenues and enhance customer satisfaction, ultimately driving business success in the airport sector.

The audience will learn:

• Optimization of operational processes: dwell time directly impacts operational efficiency by identifying bottlenecks and adjusting passenger flow management strategies
• Maximizing commercial revenues: increased passenger dwell time leads to higher spending in commercial concessions, significantly boosting non-aeronautical revenues
• Technological innovation and data analytics: the use of advanced tools and analytics to measure dwell time provides real-time insights
• Enhancing the passenger experience: reducing friction points like security control optimizes dwell time and enhances overall passenger satisfaction
• Strategies to improve critical touchpoints: using technology to streamline processes in key areas, such as security, reduces wait times