AIRPORT SERVICE QUALITY

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ASQ Forum EuropeSeptember 7 - 9, Barcelona

Airport Forums2011

Conference Programme & Registration

AIRPORTS COUNCILINTERNATIONAL

1www.airportservicequality.aerowww.airportservicequality.aero Barcelona: September 7 - 9 2011

More about ASQ

Airport Service Quality (ASQ) is a comprehensive ACI initiative to help airports in their continuing efforts to improve the quality of service experienced by passengers. Four core programmes provide practical management information and advice specifically for the airport industry:

Dear colleagues,

We are pleased to invite you to the 2011 ASQ European Airport Forum, the annual meeting of participants in the Airport Service Quality Programme. Bringing together delegates from around the region, the forum is designed as a working group of airport managers and is open to all airport representatives interested in learning how to effectively manage passenger satisfaction.

The ASQ Airport Forums are an essential part of ACI’s commitment to sharing best practices and helping airports improve the quality of service provided to passengers. By attending the ASQ Airport Forum you will get the opportunity to meet with colleagues from around the region and discuss the challenges and opportunities for improving the quality of airport services, share best practices as well as gain a deeper understanding of passenger satisfaction.

We are looking forward to meeting you in Barcelona!

Craig BradbrookDirector, Security & Facilitation - ACI

ABOUT THE ASQ AIRPORT FORUMS

ASQ SURVEY - Passenger satisfaction benchmarking

ASQ Survey is the world’s leading airport customer satisfaction benchmark programme with over 220 airports participating. It provides the most authoritative and extensive analysis of airport service performance available today.

ASQ PERFORMANCE - Benchmarking passenger waiting times

ASQ Performance measures passenger processing times using 16 key performance indicators such as “waiting time at check-in” and “delivery of first bag / last bag”. ASQ Performance allows airport management to accurately pinpoint under-performance, bottlenecks and over-performance.

ASQ ASSURED - Airport certification

ASQ Assured is a quality management certification designed for airports. It helps airports meet the challenge of managing service quality by recognizing the initiatives and processes in place. Certified airports benefit from industry recognition as well as an independent audit and report on their processes.

ASQ MANAGEMENT - Advisory services

ASQ Management provides support and advisory services for airports wishing to improve their quality of service. Advisory projects range from supporting airports looking to achieve the ASQ Assured certification to assistance in implementing best practice throughout the airport.

2www.airportservicequality.aerowww.airportservicequality.aero Barcelona: September 7 - 9 2011

Conference Programme (preliminary)

Thursday9:00 - 12:30

• Latest Airport Service Quality developments

• Understanding passenger perceptions of commercial services: retail / F & B survey

• Best practice session: airport loyalty programmes

• Understanding airport ambience 14:00 - 17:00

• ASQ Survey review workshop

• Presentations by ASQ airports on using ASQ results to improve service quality

• ASQ fieldwork awards ceremony

Friday9:00 - 12:30

• Analysing & presenting ASQ data

• Presentations by ASQ airports on using ASQ results to improve service quality

• Best practice session: staff courtesy

14:00 - 17:00• Airport tour

Wednesday19:00

• Welcome dinner Pullman Hotel Barcelona Skipper

CONFERENCE PROGRAMME

Venue

Barcelona is Spain’s most cosmopolitan city and one of the Mediterranean’s busiest ports. Its dynamic and open personality so typical of Mediterranean cities makes it the perfect city to relax in, stroll around and enjoy.

Barcelona Airport handled nearly 30 million passengers in 2010, making it Spain’s second largest airport. Owned and operated by AENA, the airport is currently undergoing major improvements to infrastructure and services. The new T1 terminal was opened in 2009 and the construction of a new satellite building is planned.

3www.airportservicequality.aerowww.airportservicequality.aero Barcelona: September 7 - 9 2011

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1. Register for the Forum

Registration for the 2011 Airport Forum is free of charge and open to airport representatives only (more than one delegate per airport is welcome). Registration for the forum is open until August 26th.

To register please click on the following link to fill out the registration form (please complete one registration form for each delegate):

http://www.airportservicequality.com/content/forumregistration.html

2. Book your hotel

The Airport Forum will be held at the Pullman Hotel Barcelona Skipper.

Pullman Hotel Barcelona Skipper Av del Litoral 10 08005 Barcelona, Spain

Each participant is responsible for booking his/her travel arrangements and accommodation. We recommend the following hotels located in the same district (you will receive a link to each hotel’s website upon registration):

CONFERENCE REGISTRATION

Contact Details

James Ingram Stéphanie NguyenASQ Programme Manager Senior Analyst

P: + 41 22 354 07 51 P: + 41 22 354 07 57E: james.ingram@dkma.com E: stephanie.nguyen@dkma.com

Hotel Ibis Barcelona - Pza Glories 22

C Ciutat de Granada, 99(from 90 Euros / night)

www.accorhotels.com

Conference Venue

Pullman Barcelona Skipper(from 210 Euros / night)

www.pullman-barcelona-skipper.com

Hotel Montecarlo (Mercure)

La Rambla, 124(from 118 Euros / night)

www.montecarlobcn.com

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Metro: Ciutadella

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