International Airport Summit 2024

Speakers

#IARSummit
The Steigenberger Airport Hotel Amsterdam

13th — 14th November 2024

Tijn Borms

Tijn Borms

Director of Product

Amsterdam Airport Schipol

Schiphol Amsterdam Airport logo

With 20+ years of experience in tech companies Tijn is a seasoned product leader with a diverse background in driving innovation across multiple industries. He is currently at the forefront of the digital transformation of the passenger experience at one of Europe’s most prominent airports as the Director of Product for the Passenger eXperience Platform (PXP) at Royal Schiphol Group. With a strong foundation in technology and (UX) design, Tijn remains closely connected to the core elements of product development while maintaining a strategic focus.

The Passenger eXperience Platform (PXP) is an innovative digital solution developed by Amsterdam Schiphol airport. It is designed to improve passenger experience by connecting the physical (e.g. displays and kiosks) and digital space. It aims to enhance the overall airport experience by integrating various data sources and digital services like real-time information and personalized assistance to passengers, improving convenience, reducing stress, and streamlining airport processes. This vision has not only been realized at Schiphol but has also been extended globally, with major international airports like Hamad International Airport in Qatar (more will be announced very soon!) adopting the PXP, demonstrating its widespread effectiveness and appeal.

With extensive experience across sectors such as real estate, peer-to-peer services, SaaS, travel, and fintech, he brings a wealth of best practices and innovative solutions to the aviation industry. The ability to draw from diverse market experiences enables the introduction of fresh ideas and methodologies that significantly enhance both product quality and user satisfaction in the highly complex and regulated aviation sector.
A key strength in leadership is the ability to bridge organizational silos and foster collaboration across different teams and departments. Identifying opportunities for cooperation that others might overlook, this approach creates synergies that drive more integrated and passenger-focused innovations. This collaborative strategy not only improves passenger experience, streamlines operations but also accelerates the adoption of new technologies and practices within the aviation industry.

Sponsored by
+impact logo
Fireside Chat

4.10 pm

From booking to boarding – creating seamless CX

Traditional airports organise in distinctive silos that separate the procurement, management and operations of the network infrastructure. Different stakeholders within the airport ‘own’ each of these systems and work to their individual ends to develop solutions that work within their silos of responsibility. However, this often leads to a fragmented airport experience and the nodes between each part of the passenger journey are not always as smooth as they could be. In order to promote a truly seamless airport experience, each department must be in constant collaboration with each other and always have the passenger at the heart of all their decisions. How can you:

  • Unify processes to make the passenger experience seamless?
  • Encourage cross-party communication and enforce a shared vision?
  • Truly understand what an ideal experience looks like for the different types of traveller, and design an experience that meets all their needs.
  • Take best practice inspiration from airports leading the way in CX?
Phil Malem with Impact logo
Phil Malem

CEO
+impact

Chris Woodroofe with MAG Manchester Airport logo
Chris Woodroofe

Managing Director
Manchester Airport (MAG)

Tijn Borms with Schiphol logo
Moderator: Tijn Borms

Director of Product
Amsterdam Airport Schipol

Speakers

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