Doug Godard, Senior Manager, Design and Strategy, WestJet, Canada

Speaker Biograghy: Doug oversees airport development as it relates to guest experience, check-in layouts, self-serve check-in and integrating new products at airports, all with the goal to deliver the best balance for growth, cost containment and industry-leading guest satisfaction. Prior to WestJet Doug served as Director Inflight for ZIP Air Inc, where he was responsible for all facets of inflight operations and onboard products. His airline experience also included Acting Director Marketing Communications and Brand Management for Air Canada Jazz, where he helped lead the initial development and launch of the AC Jazz brand. Doug also held several management positions in Marketing, Inflight and Catering with Canadian Regional Airlines and Time Air, where he began his career in 1988.


Day 1 - 18 April
Session:
Technology and Processing


15:45 - 16:15 - Self-tagging in Canada case study: public acceptance and operational ROI
Synopsis: WestJet launched self baggage tagging in one base in August 2010; today we have added 10 more bases in our domestic Canada operation. With more than 500,000 bags tagged a month, learn how WestJet operationalised the processes and worked through regulatory hurdles while still maintaining high guest satisfaction scores and working through the next steps for self activation in a highly regulated landscape.