About me.
My name is Björn Hartmann. I am a CX expert, process designer and aviation consultant with over 25 years of international experience in the aviation and service industry. Through my consulting brand, aSolutions Aviation Advisory, I support international airports, airlines and aviation-related companies in the strategic transformation of their service processes, ensuring they are customer-centric, digital and future-oriented.
My specialism lies in optimising the passenger journey through digitalisation, automation and the introduction of scalable process standards in the airport and airline environment. I support both targeted individual projects and complex transformation projects as part of interim or project mandates.
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"Be the change you want to see in the world."
Mahatma Gandhi
What I do.
I bring a unique blend of practical operational experience, strategic expertise from corporate structures, and a passion for innovation from the aviation tech environment. In my work, I combine an excellent understanding of the industry, meticulous clarity and a pragmatic hands-on mentality, always with the aim of reducing complexity, improving processes and measurably enhancing the customer experience.
If you are interested in rethinking your service processes - I will be at your side!
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Strategic analysis and redesign of operational service processes
I identify the potential along the entire passenger journey and develop efficient, digital and customer-centric process solutions.
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Interim management & operational project management I take on responsibility in critical project phases, lead teams or bridge key roles in transformation initiatives.
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Introduction of customer-centric standards in airport operations
I support you in setting up robust, automated processes – from baggage services and apron operations to self-service touchpoints.
My Portfolio.
The following fields of services are an extract of my portfolio. Please ask me directly should your topic not be listed.
DIGITISATION & AUTOMATION
Digital transformation and the strategic deployment of automated infrastructure are essential levers for improving effi-ciency, quality and customer ex-perience. Drawing on my extensive experience in projects re-lated to baggage handling, self-service tech-nologies and performance systems, I can assist you in digitising complex manual processes and en-suring their future-proofing.
My services include use case deve-lopment, selection of suitable tech-nologies, and operational integration into existing structures.
AIRPORT OPERATIONS
Safe, smooth and standardised workflows are the basis for efficient airport processes, especially in a highly competitive and heavily regulated en-vironment. At the same time, pro-ductivity, service quality and oper-ational resilience are crucial for sustainable success.
With over 25 years of management experience in the operational control of complex ground handling and airport operations, I can support you in analysing, optimising and realigning your operational pro-cesses. I can do this with a strategic approach and a focus on profitability, quality and safety.
CUSTOMER EXPERIENCE
In today's competitive business environ-ment, a consistent, positive customer experience is no longer a mere 'nice-to-have' – it is a decisive factor for success. In the aviation industry, the quality, reliability and emotional aspect of the passenger journey are crucial for customer loyalty, brand perception and economic success.
Drawing on my extensive experience in international CX initiatives, including with Star Alliance, Turkish Airlines and major airport operators, I can provide comprehensive support in the holistic redesign of your customer contact points. I will work with you to develop tailored CX strategies, optimise pro-cesses from a passenger perspective and integrate measurable quality standards across all touchpoints.
INTERIM MANAGEMENT
In the face of dynamic market con-ditions, transformation processes and personnel bottlenecks, it is essential to receive prompt and competent support from management. This is particularly true in complex, safety-critical and highly regulated industries such as aviation, where experience is a crucial success factor.
With over 25 years of experience in operational and strategic manage-ment, I am able to take on respon-sibility in key positions quickly, whether managing airport operations, project management or stabilising operational units. I am committed to a hands-on mentality, rapid comprehen-sion and a goal-oriented approach to efficiently lead projects to success and guide teams safely through change phases.
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