Louise Cole | Head Customer Experience & Facilitation
IATA

Louise Cole is the Head Customer Experience and Facilitation for the International Air Transport Association (IATA). In this role, Louise has responsibility for the IATA Passenger Facilitation Program which focuses primarily on the crucial areas of security, border protection, immigration and customs with the aim to provide an “end-to-end passenger experience that is secure, seamless and efficient”.
Previously, Louise was the Travel Pass Implementation Manager responsible for the rollout and implementation of the IATA Travel Pass. Louise joined IATA in 2019 as Manager Identity Solutions where she had the responsibility for the development of standards and recommended practices in robust, integrated identity management across the end-to-end passenger process (IATA One ID).
Prior to this, Louise was in leadership positions in the New Zealand Public Service for 20 years and as such was the New Zealand representative on the International Civil Aviation Organisation (ICAO) New Technology Working Group (NTWG) and lead for the NTWG Sub Group developing the technical specifications and international policy for the Digital Travel Credential. Louise was also the co-ordinator for the TAG/TRIP NTWG RFI for 2016.