Speaker Biograghy: Douglas is an airline industry veteran with 20 years' experience specialising in guest services. He assisted in launching Virgin America eight years ago, opening up the Las Vegas and Orlando stations. He has worked in the Operations Control Center and most recently oversaw guest relations, central baggage and the internal audit process for airports at Corporate Headquarters near San Francisco International Airport.


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

14:30 - 14:55 - Policies and procedures – black and white or grey?
Synopsis: Every airline has them – policies and procedures relating to our guests/passengers. Are your policies black and white or are they grey? Why do they exist? Are there times where exceptions are made?

Audience will learn:

• How to evaluate your organisation's policies
• How to effectively drive change in an organisation with silos
• Daring to be different

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

09:25 - 09:25 - Conference Chair

Day 3 - 12 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chair