Speaker Biograghy: Sandy Stelling has more than 20 years of aviation experience in the areas of aircraft and powerplant engineering, IT, aircraft maintenance, airport operations and customer service. She has been with Alaska Airlines for the past 12 years, most recently as Managing Director, Airport Services. She has expertise in complex systems, leading diverse teams and executing large-scale, high-impact business transformation efforts. Currently her team is championing efforts in the areas of baggage scanning, customer self-service solutions (check-in, bag drop and reaccommodation) and working closely with the mobile team to leverage the newest and fastest developing customer channel.


Day 3 - 20 April
Session: Customer Service and Passenger Experience

09:35 - 10:05 - Walls Fall: self-service and mobile solutions in the airport
Synopsis: Traditionally website/mobile solutions originate in marketing departments, while airport solutions are typically developed by operations departments. This approach can and has delivered competing, instead of complementary, strategies. In addition, these divergent efforts tend to also deliver unintended negative consequences for employees and customers. Alaska decided to change the playbook and took this challenge head on. The most critical finding: this is a people business; the relationship must come first. Subsequent benefits of this approach include achieving alignment, addressing resource constraints, developing breakthrough ideas and results.