Innovation & Quality, Head of Benchmarking
Aeroporti di Roma
Catherine Ballester is responsible for benchmarking within the Innovation § Quality department in Aeroporti di Roma. As part of her role, she cultivates relationship with airport models of excellence abroad in order to gain knowledge on international best practices in view of stimulating the innovation process and enhancing the customer experience at Rome airports. She participates actively in the ACI Europe Facilitation & Customer Services Committee, in particular, she led the task force on passenger experience delivering the ACI Europe “Handbook on airport culture: the human touch in the passenger experience”. She has been responsible for the management of the Airport Service Quality survey since Aeroporti di Roma joined the program in 2005. Catherine has matured a broad experience of over 30 years in the airport sector, having worked nearly 10 years in Paris Aéroport, prior to joining Aeroporti di Roma in 2000.