ACI Airport Service Quality (ASQ): Airport Customer Experience Workshop
One to one meetings – CEOs and ACI-LAC WBPs (by invitation only)
19:30 – 21:00
Opening of the Commercial Expo
09:00 – 09:45
Opening of the Conference
09:45 – 10:30
Session 1: Dialogue on taxes, connectivity and sustainable tourism
This session will present a variety of viewpoints and practices on tourism growth impediments and enablers from governments, the tourism sector, airlines and airports. Panelists will address the liberalization of air transport, the challenges of excessive taxes in the aviation sector as well as how connectivity through air service developments can promote traffic growth to tourism destinations.
10:30 – 11:15
Networking break at the Expo
11:15 – 12:15
Session 2: Infrastructure challenges for the Americas
This session will explore the latest airport development projects, and how these will respond to the region´s air transport growth for the next years. We will hear about the challenges facing and the best practices that the projects are generating. We will explore how public-private partnerships can contribute to cope infrastructure demands.
12:15 – 13:00
Session 3: Achieving an strong Security culture at Airports
This session examines the latest landside security regulations and industry risk-based approaches to mitigate security threats at airports. The security of public areas of airports, not within a security restricted area, have become an increasingly high priority. Leveraging industry-government partnerships and working collaboratively to assess countermeasures and technologies are critical elements in enhancing aviation security.
13:00 – 14:15
Luch at the Expo
14:15 – 15:30
Session 4: A Digital Airport, enhancing customer experience with innovative technologies
This session will discuss how the digital airport brings innovative solutions for airports to offer more personalized services to passengers and therefore improve the passenger experience. It also reviews how this process has evolved and changed over time. The panelists will demonstrate how the airport can become more efficient and generate new revenues and/or reduce costs with the use of social media, biometric solutions, airport beacons, apps and others.
ACI-LAC General Assembly
Welcome Dinner from the Host Airport
07:30 – 09:00
World Business Partners breakfast with CEOs (by invitation only)
09:15 – 09:35
Session 5: Live interview, why Airports should engage in Airport Carbon reduction programs
09:35 – 10:35
Session 6: Commercial management trends
This session will assess latest trends in airport commercial management, including how to cope with millennials, how shifting traveler profiles and expectations for more connected experiences are raising the bar throughout the travel journey and best practices to increase non aeronautical revenues.
10:35 – 11:30
Session 7: Safety challenges for Airport Operators
This session will convene to regulators and Airport operators to assess the main challenges and advancements on safety, particullarly to discuss a roadmap to reach important milestones towards aerodromes certification in the region.
11:30 – 12:10
Networking at the Expo
12:10 – 12:40
Session 8: Cybersecurity
Since security incidents and breaches continue to increase globally, this
presentation will provide the audience high level and relevant information about
different aspects of cyber security threats and breaches that need to be
considered by airports. It will cover current cyber security counter measures and
best practices as well as preventive measures to mitigate and deal with future
12:40 – 13:45
Session 9: CEOs Panel, an introspection to the industry
This session is the most anticipated session. Delegates will hear the insights of CEOs on a variety of current strategical current issues pertaining to airport operational management. The moderator will provoke discussions on infrastructure challenges and the flexibility of concessions contracts; airports/airlines partnership; coping with disruptive technologies; strategies to ensure that the passenger is at the heart of the operation; and, how to embrace a social corporate responsibility strategy, among other key issues.