Douglas Stolls, Manager of Guest Relations and Central Baggage, Virgin America, USA
Speaker Biograghy:
Douglas helped launch Virgin America almost seven years ago. He assisted in opening the Las Vegas and Orlando stations, and worked in the Operations Control Center in Guest Services. Most recently he oversaw Guest Relations and Central Baggage in Corporate Headquarters near San Francisco International Airport.
Day 1 - 25 March
Session:
Customer Service & Passenger Experience
12:35 - 13:00
- Planning for the unplanned
Synopsis: Within a six-month timeframe, two separate incidents occurred that shut down each of Virgin America's two hubs. Valuable lessons from the first incident were put to the test during the second incident. How does service recovery work within an organisation whose guests have high expectations?
Audience will learn:
- Maintaining guest loyalty while being mindful of the business
- Multi-channel communication with our guests
- Timely responses to guest feedback
- Teamwork during a crisis – working towards a common goal