Speaker Biograghy: Kavaragu is a subject matter expert in regulatory compliance issues, with over 10 years of experience in the airline industry in various capacities including working as a frontline teammate in airport operations and quality assurance in a call centre. Over the past three years Kavaragu has worked to develop a comprehensive programme for assisting guests with disabilities, which includes a newly formed desk to facilitate streamlining the airport experience for guests with disabilities.


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