Marlou Bordes | Director CX Recovery, Communications & Legal Affairs, KLM
KLM

World Aviation Festival Day 1 @ 16:00

Panel: Treating IROPS as a strategic opportunity – how airlines can turn a bad experience into brand loyalty.

• Looking at proactive vs. reactive communication strategies, keeping passengers informed before frustration builds.
• Evaluating self-service and human interaction – finding the right balance for disruption management.
• Understanding the role of AI-powered personalisation in crisis response, making rebooking and compensation seamless.
• Exploring how passenger loyalty programs can help recover from IROPS incidents.

Chamith Seneviratne, CUSTOMER EXPERIENCE MANAGER, Air Canada

Jonna Vermilä-Alajääski, Head of End-to-End Disruption Management, Finnair

Marlou Bordes, Director CX Recovery, Communications & Legal Affairs, KLM, KLM

Tara Spielhagen, Co-Founder & CEO, Swiipr Technologies Ltd

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Tara Spielhagen / Panel: Treating IROPS as a strategic opportunity – how airlines can turn a bad experience into brand loyalty.

Tara Spielhagen, Co-Founder & CEO,
Swiipr Technologies Ltd

As Co-founder and CEO of Swiipr, Tara Spielhagen’s extensive travel, mobile and fintech experience is transforming the world of airline disruption payments.  Under her leadership, the global, mobile enabled airline specific payments platform is already solving the pain points of...

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Ashley Seed, Chief Commercial Officer, CMAC Group

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Ashley Seed / Panel: Treating IROPS as a strategic opportunity – how airlines can turn a bad experience into brand loyalty.

Ashley Seed, Chief Commercial Officer,
CMAC Group

Ash is the Chief Commercial Officer at CMAC Group - behind the leading self-service tools and managed support for solving passenger disruption.With 15 years in the industry, Ash is passionate about driving customer and commercial success.This includes helping airlines (and other industries) to...

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Moderator: Alex Goman, Director, AIR Consulting Ltd