Speaker Biograghy: Beverly has been working in the customer service industry for over 40 years, 15 of them with Alaska Airlines. She is currently overseeing Alaska Airlines station operations at Atlanta Hartsfield-Jackson International Airport, Fort Lauderdale International Airport and Orlando International Airport. She is also OIA Airline Management Council Charity Committee Chairperson and organiser of the OIA Airline Management Council Annual Charity Golf Tournament. Personal fact: Beverly lives in Orlando and has two daughters and two amazing grandsons. People and customer service are her passions.


Day 1 - 25 March
Session: Customer Service & Passenger Experience

09:05 - 09:05 - Conference Chairs
Synopsis: live_ignore

Day 2 - 26 March
Session: Customer Service & Passenger Experience

09:10 - 09:35 - KNOW ME (the customer)
Synopsis: KNOW ME, a look from our customer's perspective. How well do we really know our customer? The presentation will explore several different ways that will help us know our customers better, and enable us to provide that much-desired personalised service, whether travelling Domestic or International.

Audience will learn:

• A view from start to finish – our customer's perspective
• What tools and ideas we might share to provide that personalised service

Day 3 - 27 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chairs