Raquel Blanco Martin
With over 16 years of experience at Aena, Raquel Blanco Martin is currently responsible for the Services and Passenger Experience division. This role includes defining and implementing strategies for service management, standardizing services across the Aena airport network and ensuring continuous improvement in passenger experience through efficient monitoring and control. Previously, she has held leadership roles in operations, safety and security at various airports, gaining a comprehensive understanding of the airport, managing diverse demands.
Day -
1 - Customer service, passenger and workforce experience - 09:05 - 09:35
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
