Douglas Stolls, Manager Guest Relations & Central Baggage, Virgin America, USA

Speaker Biograghy: Douglas has been in the airline industry for 17 years, 14 of them in a management role. He has worked for TWA, America West, US Airways and Virgin America, and has also worked in an operations control centre environment. He most recently launched the Virgin America operation in Orlando in October 2010.


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


12:55 - 13:30 - PANEL DISCUSSION: Collaboration for a better customer experience: creative ways of reducing customer stress prior to travelling, with a variety of strategies in our environment
Synopsis: .Right information at all times (reservations, web page, airport) .How to create a better environment before departure .Airport atmosphere: how important for a pleasant trip? .Work environment: you're ready for your work journey .How to develop a connection between passenger service agents and customers .Bottom line, passenger satisfaction is first: how we ensure that? .How to create consciences between providers and airlines to deliver an A+ product .Airport, authorities, vendors, providers, airlines – at the end we work for a common factor: a better customer experience .Get to know your customers: don't assume they're all the same