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2015 ACI

LATIN AMERICA – CARIBBEAN / WORLD

ANNUAL GENERAL ASSEMBLY, CONFERENCE & EXHIBITION

31 August - 2 september 2015 Hotel Westin Playa Bonita Panamá City

Lic. Jorge Lukowski, Institutional Affairs Director, Aeropuertos Argentina 2000

Session 5: PassengersPlus:

Best practices in customer experience

Customer experience is a priority for all airports.

YOUR TRIP BEGINS HERE…

REAL TIME+

ACCESS TO INFORMATION

By the end of 2019

there will be

1910 MILLION

Users in the world

SOURCE:

EMARKETER Y BUSINESS INSIDER

52 % OF THEUSERS Use their Smartphone to plan or to make reservations for their trip

Source: Massachusetts Institute of Technology

FACEBOOK

1300MILLON

active users

51 %use FB on

their Smartphone

Source: Facebook

TWITTER

750MILLON

users

74 %of followers of one brand are more prone to

using theirservices.

Source: Twitter

Source: Twitter

GOOGLE + 540 MILLON users

INSTAGRAM 300 MILLON users

YOUTUBE 1000 MILLON users

SNAPCHAT 250 MILLON users

LINKEDIN 250 MILLON users

INFORMING

DISCLOSING

DIALOGUING

RAISING

AWARENESS

REPORTING

IDENTIFYING

TYPES OF

USERS

(statistics)

AA2000 APP:

ONE OF THE BEST

APPS IN

ARGENTINA TO

FOLLOW UP TRIPS

AND SERVICES

New language

Real-time alerts

Follow-up

Services

Promotions

• 13 AIRPORTS

• 2015

• TOTAL BY THE END

OF 2015 23 AIRPORTS

TOURISM

SERVICES

ENTERTAINMENT

CORPORATE

WEB AA2000:

LIVE CHAT

WEB AA2000:

PASSENGERS’

GUIDE

Baggage

Formalities

At the airport

AIRPOINTS

PROGRAM

TRAVELER

=

CONSUMER

THE USER OF TOMORROW:

THE CHALLENGES OF TECHNOLOGY

BREAKTHROUGH

• Will hold jobs that don’t exist yet.

• Will use technology that’s not

invented yet.

• Will solve problems that aren’t

problems yet.65%OF TEENS

REAL-TIME INFO

NEW SERVICES

USERS

HOW CAN WE INNOVATE?

?

1. NEW

COMMUNICATIONS

TOOLS

• GADGETS

• INTELLIGENT

HOMES

• INTERACTIVE

SHOP WINDOWS

2. SERVICE

CUSTOMIZED

SERVICE BASED

ON PROFILES

CREATION OF NEW

NEEDS

DURING THIS

PRESENTATION

260 HOURS OF VIDEO UPLOADED

1,653WEBSITES CREATED

933,000TWEETS POSTED

694,000 SONGS DOWNLOADED

173,500SELFIES POSTED

THANK YOU!