august 28 - 30, punta cana - dkma airport... · punta cana august 28 - 30 2013 1 more about asq...
TRANSCRIPT
© istockphoto.com / Nikada
Hosted by:AIRPORTS COUNCILINTERNATIONAL © istockphoto.com / gradyreese
ASQ Forum AmericasAugust 28 - 30, Punta Cana2013Conference Program & Registration
1www.airportservicequality.aerowww.airportservicequality.aero Punta Cana: August 28 - 30 2013
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 programs provide practical management information and advice specifically for the airport industry:
Dear colleagues,
We are pleased to invite you to the 2013 ASQ Airport Forum for the Americas, the annual meeting of participants in the Airport Service Quality Program. 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 Punta Cana!
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
Mark AdamsonDirector, DKMA
2www.airportservicequality.aerowww.airportservicequality.aero Punta Cana: August 28 - 30 2013
Conference Program (preliminary)
Thursday 29th• Latest Airport Service Quality developments
• Best practice session: smoking policies
• DKMA Research: security at airports
• Managing airport cleanliness
• Presentations by airports on using ASQ results to improve service quality
• ASQ Data Center Introduction
• ASQ fieldwork awards ceremony
• Gala dinner
Wednesday 28th
CONFERENCE PROGRAM
Venue
Ideally located in the Dominican Republic, Punta Cana is famous around the world for its dream beaches. During your stay you will be able to enjoy activities such as snorkelling, diving and golfing.
With more than 4 million annual passengers Punta Cana International Airport is one of the busiest and best connected airports in the Caribbean. Built in 1984 by Grupo PuntaCana, the airport is a privately owned commercial airport.
Friday 30th
• Welcome dinner
• Levels of services - communicating ASQ achievements
• Best practice session: wi-fi
• How passengers shop in airports - findings from ASQ Retail
• Airport tour
Hosted by:
7 pm
9 am - 12:30 pm
xxx
xxx
xxx
2 pm - 5 pm
xxx
xxx
7 pm
9 am - 12:30 pm
xxx
xxx
2 pm - 5 pm
3www.airportservicequality.aerowww.airportservicequality.aero Punta Cana: August 28 - 30 2013
1. Register for the Forum
Registration for the 2013 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 16th.
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 Four Points by Sheraton. The room rate for the conference is 144 USD, including breakfast. Please note that rates are subject to 18% government taxes and 10% gratuities.
A block of rooms has been booked for the Forum, eachparticipant books and pays for his/her own accommodation.
CONFERENCE REGISTRATION
Contact Details
James Ingram Hélène MontavonSenior Manager Market Analyst & Marketing
P: + 41 22 354 07 51 P: + 41 22 354 07 59E: [email protected] E: [email protected]
To book your accomodation please call 809-959-2262 ext. 4082 or 4085 or send an email to [email protected] and indicate that you will attend the ASQ forum.