AIRPORTS COUNCIL...Lying on the Bosphorus strait, Istanbul is the largest city of Turkey. With its...

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AIRPORTS COUNCILINTERNATIONAL © istockphoto.com / gradyreese

ASQ Forum Europe - Asia - Middle East - AfricaSeptember 20 - 21, Istanbul

2012Conference Programme & Registration

1www.airportservicequality.aerowww.airportservicequality.aero Istanbul: September 20 - 21 2012

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. Five core programmes provide practical management information and advice specifically for the airport industry:

Dear colleagues,

We are pleased to invite you to the 2012 ASQ Airport Forum for Europe - Asia - Middle East - Africa, 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 Istanbul!

Dr. Rafael EchevarneDirector, Economics and Programme Development, ACI World

ABOUT THE ASQ AIRPORT FORUMS

© ACI / DKMA 2012 Page 3

Participation Form Please complete this Participation Form (page 3 only) and return it to: Rafael Echevarne ASQ Programme ACI World Headquarters PO Box 302 800 Rue du Square Victoria Montreal, Quebec H4Z 1G8 Canada Or via email: [email protected] ASQS Services 2012 USD 35’000.00

__________________________________________________________________________________________ Name & Title: _______________________________________________________ Airport / Company: _______________________________________________________ Address: _______________________________________________________ Phone Number: _______________________________________________________ Email Address: _______________________________________________________ All fees and applicable taxes are payable to DKMA within sixty (60) days of receipt of invoice. Prices are subject to change on an annual basis and all subscription fees will be billed in advance. Annual fees are prorated for the initial term if you join the Programme after the end of the first month of the year. By signing this Form your organisation agrees to the terms of the General Terms and Conditions attached hereto and forming part of this agreement. This agreement enters into force this_______________and will be valid for its first period until December 31, 2012. This agreement will renew automatically for successive one‐year terms unless terminated in accordance with the General Terms. The present agreement is governed by the laws of the Kingdom of Saudi Arabia. The parties agree to submit any dispute in relation to the agreement to the ordinary courts of the Kingdom of Saudi Arabia. This contract is signed in English and in Arabic, however if there is any dispute over the interpretation, the English version of the contract shall take precedence. AIRPORT: __________________________ ACI: Signature: __________________________ Signature: Name/Title: __________________________ Name/Title: Dr. Rafael Echevarne Date: __________________________ Date: March 30th 2012

ASQ SURVEYCustomer SatisfactionBenchmarking

ASQ PERFORMANCEBenchmarking Delivered Service Levels

ASQ RETAILBenchmarking Commercial Services

ASQ ASSUREDCERTIFICATIONCertification of Commitment to Customer Service

ASQ MANAGEMENTAdvice and help to achieveBest Practice


Conference Programme (preliminary)

Thursday 20th

CONFERENCE PROGRAMME

Venue

Lying on the Bosphorus strait, Istanbul is the largest city of Turkey. With its historic area belonging to the UNESCO World Heritage List, Istanbul is the nation’s cultural, economic and financial center. During your stay you will be able to enjoy Istanbul’s numerous restaurants, bars and galleries.

Largest airport in Turkey, Atatürk International Airport is located 24 km from the centre of Istanbul. It is the first airport of TAV Airports Holding and one of the busiest airport in Europe, welcoming about 82’000 passengers a day.

Friday 21st9:00 - 12:30

• Presentations by ASQ airports on using ASQ Retail to improve their commercial offering

• Best Practice Session: ground transportation

• Break out session: Latest developments & findings from ASQ Retail

• Using demographic surveys to understand your passenger profile

• Airport Presentations and workshops

9:00 - 12:30

• Latest Airport Service Quality developments

• Best practice session: managing waiting times

• Break out session: How airports are using ASQ Performance to improve their processes

• Interactive session on presenting ASQ results & insights within your organization

14:00 - 17:00

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

• ASQ Survey review workshop

• ASQ fieldwork awards ceremony

19:00 - 22:00

• Gala dinner


ICEC

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1. Register for the Forum

Registration for the 2012 Airport Forum is free of charge and open to airport representatives only (more than one delegate per airport is welcome). If you wish to attend with a larger group, please contact DKMA.

Registration is open until September 7th. 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 Istanbul Convention & Exhibition Centre.

Istanbul Convention & Exhibition Centre (ICEC) Istanbul Lütfi Kırdar Uluslararası Kongre ve Sergi Sarayı Gümüs Cad.No:4 Harbiye 34367 Istanbul www.icec.org

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 Hélène MontavonASQ Programme Manager Market Analyst

P: + 41 22 354 07 51 P: + 41 22 354 07 59E: [email protected] E: [email protected]

Konak HotelCumhuriyet Cad. No:75 (from 137 Euros/night)http://www.hotelkonak.com

Crowne Plaza Istanbul HarbyieDolapdere Cad. 161(from 108 Euros/night)http://www.ichotelsgroup.com

ICEC: conference venue

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The Sofa Hotel IstanbulTesvikiye Caddesi No:41-41A(from 233 Euros/night)http://www.thesofahotel.com

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Hilton IstanbulCumhuriyet Caddesi Harbiye(from 357 Euros/night)http://www.hilton.com

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