Speaker Biograghy: Rick Feltner currently serves as the Corporate Director for Airport Services at Delta’s hub in Minneapolis/St. Paul Minnesota, a position he has held since 2004. His 21-year career with Delta Air Lines began in the Marketing department and eventually led him to several positions of increasing responsibility in the Sirport Customer Service division. Feltner has been responsible for station operations in Washington DC (DCA), Los Angeles and Memphis. In addition, he has a broad international background having lived in Amsterdam while overseeing the Northwest operations in London (LGW), Paris, Frankfurt, Rome and Milan. In his present role, Feltner is the principle leader responsible for all above wing operations and customer service at MSP. His daily interactions with airport customers, Delta employees, Airport Staff ensure that he has the pulse of the airport community. organization, as well as the Airport


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

16:40 - 17:05 - Providing great customer service to ageing flyers
Synopsis: Economic prosperity coupled with living longer, healthier lives means that the demographics of airline customers will continue to shift to a more senior population. Airlines need to recognise the unique needs of this important customer base and find innovative ways to ensure air travel remains a pleasant, safe and sought-after means of transportation for everyone. The entire travel ribbon, including booking reservations, checking in, navigating airports and connecting flights, onboard experience and luggage retrieval needs to be considered and optimised for more elderly travellers. Now is the time to consider the options and opportunities available.

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.