Speaker Biograghy: Brian R. Keene is Director, Worldwide Baggage Performance for United Airlines, based in Houston, Texas. He leads a team of over 300 customer service and contract personnel at the Baggage Resolution Service Center and off shore as they relate to United's baggage performance, resolution, claims settlement and system tracing. Previously he served as Director Airport Services for Continental Airlines at Orlando International Airport. Under Brian's leadership, the Orlando Station was Continental's top-performing field location for over 10 years. He was instrumental in testing new products, best practices and services that have since been implemented worldwide. Brian has over 30 years' industry experience and graduated with a Bachelor of Science degree in Airline and Airport Management from the Florida Institute of Technology. He is a commercial pilot with multi-engine and instrument ratings, and is a frequent speaker on a wide variety of aviation-related topics.