Xavier Mascarell | Customer Accessibility Strategy Manager
British Airways

World Aviation Festival Day 1 @ 10:15

Panel: From booking to arrival, what critical pain points are we improving for passengers with additional needs? And how?

·       Where is the current weakest link along the journey today?

·       Discussing how booking systems, websites and mobile apps are being made fully accessible as a crucial first step

·       How do we balance autonomy with assistance during check-in, security, and navigation?

·       Looking at the boarding processes to ensure it’s stress-free, dignified and efficient

·       How can we ensure support staff are trained and equipped to deliver customer-centric accessibility?

Maria Kapralou-Asargiotakis, Head Services to Passengers with disability, Athens International Airport Sa

Michele Parietti, PRM Assistance Manager, S.E.A. Milan Airports

Mark De Laurentiis, Director of the Passenger Rights Protection Department, ENAC - Ente Nazionale Per L'Aviazione Civile

Xavier Mascarell, Customer Accessibility Strategy Manager, British Airways

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Xavier Mascarell / Panel: From booking to arrival, what critical pain points are we improving for passengers with additional needs? And how?

Xavier Mascarell, Customer Accessibility Strategy Manager,
British Airways

With over 30 years’ experience in the aviation industry across 4 different airlines, initially in operational roles both in the ground and in the air, followed by corporate support, strategic functions, focusing on accessibility in the latter years. Aviation is my passion and I see sustainable...

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Moderator: Roberto Castiglioni, Director, Reduced Mobility Rights

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Roberto Castiglioni / Panel: From booking to arrival, what critical pain points are we improving for passengers with additional needs? And how?

Roberto Castiglioni, Director,
Reduced Mobility Rights

Roberto, a distinguished aviation accessibility consultant at EasyJet Assisted Travel Advisory Board and a senior researcher at INCLAVI, an Erasmus+ funded project, brings over a decade of experience to his role. His primary focus is championing and advancing equal access to air travel for all. His ...

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