Stephanie Taylor, Manager, Passenger Services, Airlines for America (A4A), USA

Speaker Biograghy: Stephanie joined A4A as Manager, Passenger Services, in April, 2012. In her current role, she is responsible for facilitating Passenger Services-related councils and working groups, liaising with regulatory agencies such as the Department of Transportation (DOT) and Transportation Security Administration (TSA), and assisting in the development and implementation of airline standards and processes while evaluating the regulatory impact on new or existing standards and processes. Stephanie came to A4A with an extensive passenger services background, most recently working in the Airport Services Division for American Airlines, where she developed internal policies, negotiated interline agreements with the industry, and was strategic in the development of implementation plans in relation to regulatory requirements and policy changes. Her broad work experience also includes a history as the General Manager of Airport Operations for multiple airlines, providing her with a unique operational perspective on the impact of new regulations.


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


09:35 - 10:05 - Regulating the deregulated airline industry: impacts on the passenger journey
Synopsis: The US airline industry was deregulated in 1978, but it continues to be one of the most regulated areas of the US economy. Although A4A's mission is to mitigate regulatory impact on airlines, and cooperatively develop processes with regulatory agencies, airlines are ultimately subject to agencies' final rulings. It is vital to recognise the financial impact of regulation on airlines, and the subsequent operational impact on the end-to-end passenger journey. It will only be through proactive collaboration with agencies and the development of enhanced, efficient processes that airlines will be able to improve the passenger experience.

Audience will learn: