Eric Youngquist, Senior Manager - Customer Experience, United Airlines, USA

Speaker Biograghy: Eric draws on a 25-year background in the aviation industry with United Airlines. He has significant experience in bringing facilities to life, from concept to reality. Eric is currently working to reinvigorate United's lounge programme, leveraging the combined assets from the merger with Continental in 2010. The programme is being overhauled from top to bottom with an eye to improved service and amenities. Eric is a licensed architect with a BA from Cornell University and an MBA from The University of Chicago.


Day 1 - 10 March
Session:
Customer Service & Passenger Experience


16:55 - 17:20 - United Airline's reimagined lounge programme
Synopsis: The merger of United and Continental Airlines joined two major lounge programmes. The result was a somewhat disjointed collection of goals and strategies. United has recognised that the lounge product is in need of new leadership and has established a six-person team to reinvigorate and reinvent the programme. The result is an expanding network of lounges offering improved amenities with a high level of service. The blueprint for this transformation addresses the entire passenger experience and will be the topic of the presentation.

Audience will learn: