Speaker Biograghy: Amy began her career at Southwest Airlines in July 2000 in the Network Planning Department. In May 2002 she made the switch to the Properties Department. During her tenure at Southwest, Amy has negotiated nearly 20 airport leases, including the agreements required for the privatization of MDW. She led Southwest’s start-up efforts in MSP and MKE, as well as its efforts to start service at Seattle’s Boeing Field. She has served as Chair of the Board of Directors for two airline consortiums at DTW and MDW, as well as Chair of Airline Airport Affairs Committees at numerous airports. Additionally, Amy has worked with many airports on large-scale capital improvement programmes, including MDW, IND, DTW and SEA. Amy received her undergraduate degree from Texas A&M University and her MBA from the University of Notre Dame.


Day 2 - 19 April
Session: Customer Service and Passenger Experience - Ageing Passengers

14:40 - 15:05 - The costs associated with an ageing population at US airports
Synopsis: As part of a larger panel discussion, Amy will present the airline perspective on how to deal with the needs of an aging population of travellers at US airports. Possible accommodation solutions may include facility modifications and/or providing service enhancements, both of which will increase operating costs for airlines. Higher costs could compromise air service levels and cause airfares to increase. Amy will discuss some ideas and give examples of how airlines can avoid these undesirable outcomes and take care of their customers at the same time.

Day 2 - 19 April
Session: Customer Service and Passenger Experience - Ageing Passengers

15:30 - 16:00 - PANEL DISCUSSION: The future is today! Industry impacts from the next wave of ageing travellers!
Synopsis: Demographics show that many western countries are projected to have an ever-increasing number of older travellers in the next 20 years and we do not have the best facilities and policies in place to handle this increase. We are challenged keeping up with the need today! Airports, airlines and equipment manufacturers need to begin to address this concern now. If we start losing customers in their prime years (who have discretionary monies to spend on travel) due to the inconvenience or discomfort of travel, this will have a significant financial impact on the industry.