AIRPORT PRM LEADERSHIP CONFERENCE

2020

AGENDA & BIOS

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SPEAKERS

Roberto Castiglioni

Accessible Air Travel EvangelistReduced Mobility Rights

A globally known accessible air travel expert and airport accessibility consultant. In 2012 he joined the UK Civil Aviation Authority Access to Air Travel Panel and the Easyjet special assistance advisory group. Since 2015 he has chaired the Ageing Population and PRMs track at Passenger Terminal Conference. Between August 2017 and July 2019 Roberto served as Heathrow Airport Limited Accessibility consultant and Chair of the Heathrow Access Advisory Group.

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William L. Neece

Director of AirportsOzion Airport Software

William L. Neece is the Director of Airport Solutions for Ozion and also the Conference Director of the annual Airport PRM Leadership Conference. He has overseen the effective use of technology to transform operations for assisted passengers in the full range of airport sizes, smaller regional to extremely large airport hubs. An active listener. William strives to understand all the stakeholder’s needs in order to ensure the best possible service in our airports for passengers with reduced mobility.

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Brian Cobb, IAP

Chief Innovation Officer CVG Airport

Experienced Terminal Manager and P.H. Terminal at Gesac - Naples International Airport (Italy) with a demonstrated success of working in the aviation and aerospace industry. Emilia has been in management and leadership at Naples International Airport for over 20 years, a graduate from LUISS Guido Carli University, she is familiar with the entire airport operation and is skilled in business planning, People Management, PRM Operations Management and Customer Satisfaction.

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Dear Attendees,

For the first time in months, news on the Pandemic indicate we are approaching the time of solutions to the crisis. We can therefore expect passenger movements to start consistently growing towards the end of Q1 2021 and beyond. Now more than ever readiness is of pivotal importance. The challenge within the challenge is represented by the significant loss of skills and knowledge due to layoffs at the height of the crisis. However, this also presents the sector with the opportunity to overhaul processes and procedures so that quality standards are met and surpassed whilst driving efficiencies. In this view, the 5th Annual Conference has the ambition to become one of the pillars of the overhaul process. Over two days, acclaimed experts from around the world will share their knowledge and ideas with the audience. On day two in particular, our panel will take a deep dive into the more technical aspects of the sector, analyzing change options and ways to improve the use of current solutions. It is my privilege to welcome you to this year’s event and I sincerely wish you will find yourself more knowledgeable and further inspired by the end of the sessions.

Sincerely

William L. NeeceDirector of Airports Ozion Airport Software

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SPEAKERS

Christina Smith

Accessibility Executive Liverpool John Lennon Airport

Christina has worked in various roles for airports, airlines and ground handling agents. In her current role in Customer Services and Accessibility, she engages widely with groups and individuals on the betterment of the accessible travel community.

Christina is a skilled professional in Operations Management, NEBOSH, Customer Service, Italian, French and Airports. Notably, she achieved a degree on Cours de Langue et Civilisation Francais focused in Language and Culture from Institut catholique de Paris.

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Dr. Jennifer Camulli

Manager People with Accessible Needs - Expo 2020 Dubai

Jennifer brings 30 years of experience working with people with access needs. As an accessibility and inclusion professional, she works for Expo 2020 Dubai as Head of Accessibility and Inclusion to ensure the built, digital, social and sensory environments will offer full accessibility for all people with access needs. Universal design underpins all facets of disability inclusion. She has facilitated multiple workshops, professional development and has frequently been a presenter at conferences in Canada, southeast Asia, and now the Middle East.

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Emilia de Santis

Terminal Manager Napoli International Airport

Experienced Terminal Manager and P.H. Terminal at Gesac - Naples International Airport (Italy) with a demonstrated success of working in the aviation and aerospace industry. Emilia has been in management and leadership at Naples International Airport for over 20 years, a graduate from LUISS Guido Carli University, she is familiar with the entire airport operation and is skilled in business planning, People Management, PRM Operations Management, Customer Satisfaction and Customer Relationship Management.

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Gina Emrich

Director of Passenger ExperienceOpen Doors Organization

Gina began her career in aviation in 1987 at American Airlines and has worked in a variety of roles focused on innovation and improving the customer experience. Involved in everything from working with travel agents, developing codeshare relationships, revenue management, onboard product development, and service recovery. Over the past 7 years Gina has been focused specifically on the Customer Experience, including journey mapping, data analytics and products/procedure implementation.

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Lauel Van Horn

Director of ProgramsOpen Doors Organization

Joining ODO in 2004 Laurel currently serves as VP Director of Programs, bringing 17 years’ experience. Much of Laurel’s work at Open Doors Organization is in the field of aviation including development and delivery of training programs and symposia for airports, airlines and airline service companies. For ACI Global Training, she conducts a popular 3-day workshop entitled “Accommodating Passengers with Disabilities.” Laurel was lead investigator for ACRP Report 210: Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities.

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Linda Ristagno

Assistant Director External Affairs - IATA

Linda has a multifaceted experience in bilateral and multilateral negotiation on business and human rights. Linda currently leads the accessibility program for International Air Transport Association (IATA) and advocates for good policy and constructive engagement in the interest of airlines and passengers with disabilities.

Linda holds an Executive Master Diploma in International Negotiation and Policy Making with the Graduate Institute of Geneva.

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www.ozion-airport.com

SPEAKERS

Martyn Sibley

Co-Founder The Purple Goat Agency

Martyn led to mainstream media appearances, public speaking to thousands of people, and the opportunity to travel the world. Which inspired the memoir Everything is Possible. Disability Horizons is a community magazine maintained by a community of disabled people for disabled people. Accomable supported disabled travellers and was acquired by rental platform, Airbnb. Now Purple Goat is an influencer marketing agency connecting brands to the 1.3bn disabled people in the world.

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Nazareno Ventola

CEO & Managing DirectorBologna Airport

In 2013 Nazareno became Managing Director and in July 2015 CEO of Aeroporto G. Marconi di Bologna. In 2015 Nazareno Ventola led Aeroporto G. Marconi di Bologna to a successful landing at the Italian Stock Exchange “Borsa Italiana”, through an IPO that allowed the opening of the majority of the Company’s shareholding to private investors.

Nazareno Ventola holds a cum laude MSc degree in Chemical Engineering; he’s currently ACI World Board Member Visit LinkedIn Profile

Phil Burke

Assistant Director Customer experience - MSP AIRPORT

Phil joined the Metropolitan Airports Commission (MAC) in 2001 in the Commercial Management and Airline Affairs department. Three years later, he was named the Assistant Director of MSP Operations/Facilities.

In 2013 Phil was promoted to the Director of Operations at MSP and in late 2018 transitioned to a new role for MAC to lead the development of a new department – Customer Experience.

Prior to joining the MAC, Phil worked for Mesaba Airlines.

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Ridge Pereira

Systems Project ManagerWilson James

Ridge is a systems project manager for Wilson James in the United Kingdom. He is the lead responsible for the data management of the PRM team at London Gatwick Airport. He manages and interprets data in order to advance the PRM operations onsite as well as ensuring the service level metrics (ECAC) is accomplished.

Ridge has been an integral part of three major airport assisted services transformations, involving transferring the human operations and assisted management systems at each of the airports.

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Tariq Kamal

Head of Terminal 1 OperationsDelhi International Airport

Tariq is the Vice President and Head of Airport Expansion Project Interface & Terminal 1 Ops at GMR - Delhi International Airport Ltd. He is Responsible for the overall coordination between the Operations Department, Phase 3A Project Team and Contractor at IGI Airport Expansion Project. Tariq possesses expertise in Aerodrome operations and Construction, Terminal Operations and Disaster Management. Prior to his current role he was GM & Head of Terminal Operations.

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Tim Joniec I.A.P., C.M.

Director of Government and Stakeholder RelationsHouston Airport System

Tim joined Houston Airports in 2008, where, in addition to his duties related to government and stakeholder relations, he has served as Managing Director of ADA Coordination, implementing and managing numerous new initiatives to increase accessibility at Houston’s airports.

A military and Gulf War veteran, serving 10 years in the U.S. Navy aboard 2 aircraft carriers, stationed in California and Japan.

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www.ozion-airport.com

31%

48%

21%

Position of registered attendees

Director Manager Other

ATTENDEES

85Airports

81Providers

33Authorities

60Countries

45 Airlines

380+ Attendees

Aberdeen AirportADPAenaAirPart GmbHAirports company South AfricaAlicante Airport Andhra Pradesh AirportsAtlanta AirportBelgrade Airport (Vinci)Bergamo AirportBahrain Airport CompanyBologna AirportBrussels AirportCornwall Airport NewquayDubai AirportsEdinburgh AirportEindhoven AirportGeorge Best Belfast City Airport+ MORE

AlbaniaAlgeriaArgentinaBelgiumBosnia and HerzegovinaBulgariaCambodiaCanadaCape VerdeCosta RicaCroatiaCyprusCzechiaEgyptFinlandFranceGambiaGermany+ MORE

Accessibility & PRM ManagerADA CoordinatorAirport Duty Manager Airport Operations ManagerOperations Project Manager Assistant Director - LandsideCEO ChairmanChief Strategy and Development OfficerChief TrainerConsumer Policy ManagerCustomer experience managerDeputy DirectorDirectorDirector of Airport ServicesDirector of Aviation Director, Passenger Programs+ MORE

Air CanadaAir New ZealandAirlines for AmericaAmerican AirlinesANABritish AirwaysEasyjetEmiratesFinnairJet AirwaysLufthansaNational airlinesQatar AirwaysSingapore AirlinesSouthwest AirlinesTAP AirTurkish AirlinesUnited+ MORE

AAS Canada Inc.CGSFraport BulgariaGate GroupGold-AirhandlingHallmark Aviation ServicesOCSPortway HandlingQatar Aviation ServicesRed HandlingSaudi Ground ServicesSkyservSly PartnerSwissport AlgeriaSwissport GreeceSwissport MexicoTransom Handling Wilson James+ MORE

Airports Authority of IndiaCommission for Aviation RegulationCanada TransportDepartment of Civil AviationDG CAA BulgariaGambia Civil Aviation AuthorityGreater Toronto Airports AuthorityIATAIsrael Airports AuthorityOffice of civil AviationPANSA (The Polish Air Navigation Services Agency)Port of PortlandPORT OF SEATTTLEThe Port Authority of NY/NJUK Civil Aviation AuthorityVancouver Airport Authority+ MORE

Numbers last updated 07/12/2020

DAY 1 AGENDA2:00 PM-2:10 PMConference opening and welcomingWilliam L. NeeceDirector of AirportsRoberto CastiglioniAccessible Air Travel Evangelist

2:10 PM-2:25 PMChanging the world of accessible travelMartyn Sybley Co-Founder Purple Goat Agency

2:25 PM-2:40 PMLessons and Takeaways -Award-Winning COVID-19 preparedness at Delhi International AirportTariq KamalVP & Head of Airport Expansion Project Interface & TerminalDelhi International Airport

2:40 PM-3:00 PMAirports: What is the DPNA journey?Dr. Jennifer CamulliManager People with Accessible Needs - Expo 2020 Dubai

3:00 PM-3:15 PMAn update on accessibility from a policy perspective Linda RistagnoAssistant Director of External AffairsIATA

3:15 PM-3.30 PMMusical BreakInterlude with Jason Feddy played in John Wayne Airport

3:30 PM - 3:45 PMAirport Assisted Management: A 360 degree view William L. NeeceDirector of AirportsOzion Airport Software

3:45 PM-4:00 PMMeasuring Satisfaction Among Passengers with Disabilities and Older AdultsLaurel Van HornDirector of ProgramsOpen Doors Organization

4:00 PM-4:15 PMProvoking PRM Thought Leadership and PersonalizationBrian CobbHead of InnovationCincinnati/Northern Kentucky International Airport

4:15 PM-4:50 PMAccessibility AwardRoberto CastiglioniFounderReduced Mobility Rights

Emilia de SantisTerminal ManagerNapoli International Airport

Christina SmithCustomer Services and Accessibility ExecutiveJohn Lennon Liverpool Airport

Nazareno VentolaCEO / MDBologna Airport

4:50 PM- 5:00 PMDay One RecapWilliam L. NeeceRoberto Castiglioni

DAY 2 AGENDA2:00 PM-2:10 PMConference opening and welcomingWilliam L. NeeceDirector of AirportsRoberto CastiglioniAccessible Air Travel Evangelist

2:10 PM-4:00 PM (CET)Deep Dive

A content-rich and intensive investigative session includes presenters from the perspective of Airports, Service Providers and Airlines. This panels include key PRM figures from Europe and North America who will invite attendees into an interactive deep-dive, exploring operational strategies, mechanisms and policies to ascertain efficiency, effectiveness and appropriateness of the keys to a successful airport assisted services operation.

Phil BurkeAssistant Director, Customer ExperienceMSP Airport

Tim Joniec I.A.P., C.MDirector of Government and Stakeholder RelationsHouston Airport System

Ridge PereiraSystems Project ManagerWilson James

Gina EmrichDirector of Passenger ExperienceOpen Doors Organization

William L. NeeceDirector of AirportsOzion Airport Software

COREPRODUCTOZION PRM

MANAGER

PHONE: +33 (0) 47 01 32 75

The fastest growing real-time passenger management tool specificifally developed for Passengers with Reduced Mobility services, includes: Reporting tools and SLA indicators. PRM Manager ensures Airports, Airlines and Service Provider’s maximize their passenger service, resource efficiency and operational profitibility.

About OzionAirport Software

FeaturesLive-Passenger Tracking

Easy Dispatching Live-Operation Performance

Next-Day Staff Planning

PAL/CAL MSG Stacking

SLA Indicators

Dynamic Reporting

Ozion-Analytics

Developed forAIRPORTS PROVIDERS AIRLINES

Currently assisting over 200 airports across the world with a portfolio of custom designed, task focused software solutions within the aviation industry. Since it’s foundation in 2004, Ozion Airport Software has gained the trust among a vast range of airports including Heathrow, Gatwick, Paris Charles de Gaulle, Paris Orly, Brussels, Zurich International Airport & Oslo Airport.

Overall Passenger Numbers SSR Reporting No-Show Rates

Code Airline N/S Rate (A) N/S Rate (D)

LH LUFTHANSA 34.21% 12.34%

QR QATAR AIRWAYS 1.34% 14.21%

FB BULGARIA AIR EAD 11.54% 17.88%

KL KLM 12.31% 8.83%

Code JAN FEB MAR

WCHR

WCHS

WCHC

BLND

SLA - Departure SLA - Arrival Next-Day Staff Planning

INSIGHTS PAX LIVE

OzionPRM Manager

www.ozion-airport.com