AirXperience

AirXperience is all about how airlines can improve the passenger experience at every touch point. Themes include passenger engagement, self-service, personalised passenger experiences, mobile technology, passenger communications and so much more.

AirXperience, Thursday 15 October 2020

07:00

Registration and Coffee

07:00

Registration and Coffee

René Armas Maes
08:30

Chairman Remarks

René Armas Maes, Vice President, Jet Link International LLC
Andrew Nocella
08:40

Keynote Interview: How is United working with partners to strengthen its presence in Latin America?

Interviewee: Andrew Nocella, Executive Vice President And Chief Commercial Officer, United Airlines
Interviewer: Scott Mccartney, Reporter, Author And Creator Of "The Middle Seat", The Wall Street Journal
Vasu Raja
08:55

Keynote Interview: Building the world’s largest network

Interviewee: Vasu Raja, Senior Vice President Network Strategy, American Airlines
Interviewer: Scott Mccartney, Reporter, Author And Creator Of "The Middle Seat", The Wall Street Journal
Barry Biffle
09:10

Keynote Interview: Creating a Greener and more sustainable way to fly

Interviewee: Barry Biffle, President And Chief Executive Officer, Frontier Airlines
Interviewer: Scott Mccartney, Reporter, Author And Creator Of "The Middle Seat", The Wall Street Journal
Panel discussion
09:20

Keynote Panel:The evolving landscape of alliances and partnerships in commercial aviation

Moderator: Brian Sumers, Senior Aviation Business Editor, Skift
Barry Biffle, President And Chief Executive Officer, Frontier Airlines
Vasu Raja, Senior Vice President Network Strategy, American Airlines
Lisa Mota Pinto, Chief Commercial Officer, Viva Air Group
10:00

SPEED NETWORKING & MORNING BREAK

10:00

SPEED NETWORKING & MORNING BREAK

Dave Mccormick
AirXperience
11:00

Experience Roadmapping: Streamlining Alaska’s customer interactions to avoid duplications that slow down and confuse

Dave Mccormick, Director, E-Commerce, General Manager And Day Of Travel Experiences, Alaska airlines
AirXperience
11:20

Disruption and Compensation: Working with airline and airport partners to ease disruptions

Moderator: Larry Leung, Director, Experience The Skies
Guillaume Laporte
AirXperience
11:40

Always-on CX: How AI-driven conversational support tools improve service and sell more ancillaries

Guillaume Laporte, Chief Executive Officer, Mindsay
Session led by: mindsay
12:00

NETWORKING LUNCH

12:00

NETWORKING LUNCH

round tables
AirXperience
13:20

AIRXPERIENCE ROUNDTABLES

Accessibility: Ensuring that passengers with disabilities have access to safe, reliable and dignified travel
Kurush Minocher

Kurush Minocher, Associate Director Passenger Development, Greater Toronto Airports Authority

Journey Mapping: Where are the strengths and weaknesses in your customer experience, and how can your partners and stakeholders help improve it?
Dave Mccormick

Dave Mccormick, Director, E-Commerce, General Manager And Day Of Travel Experiences, Alaska airlines

Panel discussion
AirXperience
14:00

Panel: Accessibility Technology: How we can make the aviation experience accessible to the handicapped, elderly and impaired

Moderator: Eric Lipp, Executive Director, Open Doors Organization
Josh Goldwitz, Director, Customer Experience Services And Planning, JetBlue Airways Corp
Philip Burke, Msp Operations Director, Metropolitan Airports Commission
Kahla Elliston, Manager, Dot Compliance, Spirit Airlines
Dallas Thomas, Manager Of Customer Advocacy, Southwest Airlines
Bonnie Hayes, Analyst, Customer Service Policy And Procedures, American Airlines
Panel discussion
AirXperience
14:40

Panel: Airport CX: Where does Customer Experience fall in your business plan and how do you measure ROI to improve and elevate a more premium journey?

Gene Sutch, Director Of Revenue Strategy And Analysis, Metropolitan Washington Airports Authority
Steve Mayers, Director, Customer Experience, And Ada Coordinator, Hartsfield Jackson Atlanta International Airport
Alexander Barrett, Program Manager, Wayfinding And Connections, The Port Authority of New York and New Jersey
Marsha Stone, Senior Director Of Commercial Enterprise, Indianapolis International Airport
15:40

AFTERNOON NETWORKING BREAK

15:40

AFTERNOON NETWORKING BREAK

Seth Cassel
Michael Bell
16:40

Keynote Panel: Building the modern leadership team for the future of Aviation

Moderator: Michael Bell, Senior Client Partner, Aviation And Aerospace, Korn Ferry
Gisela Shanahan, Chief Financial Officer And Executive Vice President, Denver International Airport
Rachel Mccarthy, Senior Vice President Of Talent And Learning, JetBlue
Elise Eberwein, Executive Vice President Of People, Communications And Public Affairs, American Airlines
Lori Bradley, Senior Vice President Of Global Talent Management, United Airlines
Aileen Mccormack
17:20

Keynote: The Future of Mobility: 2030

Aileen Mccormack, Chief Commercial Officer, CarTrawler
Session led by: cartrawler
17:30

COCKTAIL RECEPTIONON - 19th FLOOR – INDOOR/OUTDOOR AREA – POOL – BOWLING ALLEY – BILLIARDS – PAPER AIRPLANE CONTEST

17:30

COCKTAIL RECEPTIONON - 19th FLOOR – INDOOR/OUTDOOR AREA – POOL – BOWLING ALLEY – BILLIARDS – PAPER AIRPLANE CONTEST

last published: 17/Mar/20 19:35

AirXperience, Friday 16 October 2020

07:30

Registration and Coffee

07:30

Registration and Coffee

René Armas Maes
08:40

Chairman's Remarks

René Armas Maes, Vice President, Jet Link International LLC
Carolyn Prowse
08:50

How has Volaris strengthened its network?

Carolyn Prowse, Chief Commercial Officer, Volaris
Liliana Petrova
09:30

KEYNOTE PANEL: Creating a seamless journey from tech to regulations and customer experience

Moderator: Liliana Petrova, Chief Executive Officer And Founder, The Petrova Experience
Ricardo Cerri, Chief Technology Officer, Corporacion America Uruguay
Alex Covarrubias, VP, Strategic Business Development, Latin America, SITA
Samuel Ingalls, Assistant Aviation Director, Las Vegas International Airport
Nael Samha, Director Of Passenger Systems And Biometrics, United States Customs and Border Protection
Session led by: sita
10:10

MORNING BREAK

10:10

MORNING BREAK

Hali Hamilton
AirXperience
11:20

In-flight Personalization: Using insights to understand how to best curate your passengers’ In-flight Entertainment experience

Hali Hamilton, Manager, Entertainment and Partnerships, Air Canada
Andres Waldraff
AirXperience
11:40

Human CX: Understanding customer emotions to design relevant experiences

Andres Waldraff, Director Analytics And Innovation, Avianca
Ruth Zive
AirXperience
12:00

Air Asia CX: How an Automation-First Strategy Took AirAsia's CX to New Heights

Ruth Zive, Head Of Marketing, ada
12:20

NETWORKING LUNCH

12:20

NETWORKING LUNCH

round tables
AirXperience
13:30

AIRXPERIENCE ROUNDTABLES

Engagement data: Achieving a wholistic view of the customer journey and connecting it with your employees
Joyce Pang

Joyce Pang, Manager, Guest Insights And Strategy, Spirit Airlines

Passenger Flow: Defining objectives to transform flow while leaving behind old processes
Megan Atkins Thoben

Megan Atkins Thoben, Director Of Operations And Business Development, Louisville Regional Airport Authority

15:30

END OF CONFERENCE

15:30

END OF CONFERENCE

last published: 17/Mar/20 19:35

Contact us

To sponsor or exhibit contact:
Aidan Brain
Tel:  +1 646 619 1776
aidan.brain@terrapinn.com

 

Speaking Opportunities:
Ed Jennings
Tel:  +1 646 619 1806

edward.jennings@terrapinn.com

 

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