Daniel de la Hoz
Daniel de la Hoz is responsible for accessibility across the Aena network. He demonstrates a strong commitment to ensuring accessible experiences through innovative solutions in infrastructure and technology. Skilled in collaborating with diverse airport stakeholders, implementing strategies and leading teams to meet the needs of all passengers, de la Hoz previously developed his experience in airport planning and project management. He is specialized in airport masterplans and quality systems implementation. He holds academic credentials in aerospace and aeronautical engineering and loves traveling.
Day -
2 - Customer service, passenger and workforce experience - 14:15 - 14:45
Universal accessibility in air transportation at Aena
Aena promotes universal accessibility in its airports to ensure comfortable and safe travel for all passengers, including those with visible and invisible disabilities. Initiatives such as 'Barrier Free' service and the invisible disabilities badge provide personalized assistance and tools to reduce stress. Improvements include adapted infrastructure, such as specialized bathrooms (ostomy) and sensory rooms, accessible technology and visual guides. Additionally, Aena fosters staff training and collaborates with organizations to optimize services. This comprehensive approach aims to deliver an inclusive experience that respects the autonomy and rights of all users.
The audience will learn:
- The importance of universal accessibility as an organizational philosophy
- Innovation in the service of inclusion
- Personalization and empathy in passenger service
- Collaboration and continuous learning
