1. 16 December 2010 AVIATION MANAGEMENT CONFERENCE 2010 Every passenger a V.I.P. YassineAtmani, Esther Lap, Miranda Piekema, Sven Portengen and Nargis Zamaray

3. The big issue AVIATION MANAGEMENT CONFERENCE 2010 3 Millennials Package process The power of social media Technology Future passenger process The big question

4. Millennials AVIATION MANAGEMENT CONFERENCE 2010 Generation Y Born between 1980-2000 Largest generation in the U.S.A. 96% has social networking account 70% contstantly online Texting +566% 4 Millennials Package process The power of social media Technology Future passenger process The big question

5. Millennials AVIATION MANAGEMENT CONFERENCE 2010 5 Millennials Package process The power of social media Technology Future passenger process The big question

6. Packageprocess AVIATION MANAGEMENT CONFERENCE 2010 Integrator 6 Millennials Package process The power of social media Technology Future passenger process The big question

7. Packageprocess AVIATION MANAGEMENT CONFERENCE 2010 What can be learned from the package process? Integrators Choose type of handling for every package Track and trace every package 24/7 Every package is handled as a V.I.P. 7 Millennials Package process The power of social media Technology Future passenger process The big question

8. Package process AVIATION MANAGEMENT CONFERENCE 2010 8 Millennials Package process The power of social media Technology Future passenger process The big question

9. The power of social media AVIATION MANAGEMENT CONFERENCE 2010 Campaign Donor 9,5 million Hyves accounts showed this message: Millennials Package process The power of social media Technology Future passenger process The big question 9

10. The power of social media AVIATION MANAGEMENT CONFERENCE 2010 Youp van ‘t Hek, Twitter Youpvan’tHek damages reputation of T-mobile 10 Millennials Package process The power of social media Technology Future passenger process The big question

11. The power of social media AVIATION MANAGEMENT CONFERENCE 2010 11 Customerswhoformgroups Millennials Package process The power of social media Technology Future passenger process The big question

12. The power of social media AVIATION MANAGEMENT CONFERENCE 2010 12 Millennials Package process The power of social media Technology Future passenger process The big question

13. The power of social media AVIATION MANAGEMENT CONFERENCE 2010 Role of social media in the aviationindustry Access duringwhole travel process Engagewithcompany Complainaboutproducts/services Formgroups 13 Millennials Package process The power of social media Technology Future passenger process The big question

14. Technology AVIATION MANAGEMENT CONFERENCE 2010 Smartphone Internet accessibility Traceable with Bluetooth/GPS 173,8 million sold in USA in 2009 14 Millennials Package process The power of social media Technology Future passenger process The big question

15. Technology AVIATION MANAGEMENT CONFERENCE 2010 15 Apps for all kind of information Millennials Package process The power of social media Technology Future passenger process The big question

16. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 16 Millennials Package process The power of social media Technology Future passenger process The big question

17. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 Booking information 17 Millennials Package process The power of social media Technology Future passenger process The big question

18. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 Booking 18 Millennials Package process The power of social media Technology Future passenger process The big question

19. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 To the airport 19 Millennials Package process The power of social media Technology Future passenger process The big question

20. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 At the airport 20 Millennials Package process The power of social media Technology Future passenger process The big question

21. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 Family modus Business modus Leisure modus Fast Travel modus Shop modus 21 Millennials Package process The power of social media Technology Future passenger process The big question

22. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 During the flight 22 Millennials Package process The power of social media Technology Future passenger process The big question

23. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 After the flight 23 Millennials Package process The power of social media Technology Future passenger process The big question

24. Future passenger process AVIATION MANAGEMENT CONFERENCE 2010 24 Every passenger a V.I.P. Passengers can share experiences publicly Technological developments make information more active instead of passive Every passenger canbetracked and treatedindividually Millennials Package process The power of social media Technology Future passenger process The big question

25. Whowilltake care of the V.I.P.’s? AVIATION MANAGEMENT CONFERENCE 2010 25 Millennials Package process The power of social media Technology Future passenger process The big question

26. AVIATION MANAGEMENT CONFERENCE 2010