Speaker Biograghy: Kavaragu is a subject matter expert in regulatory compliance issues, with over 10 years of experience in the airline industry. Over the past four 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 in order to improve the overall travel experience.


Day 2 - 11 March
Session: Customer Service & Passenger Experience

16:55 - 17:20 - Improving the end-to-end experience for guests with disabilities
Synopsis: This presentation will focus on the needs of a growing subset of travellers: those with disabilities. In recent years there has been a greater push by government aviation entities to improve services offered to guests with disabilities. Airports and airlines have been working diligently to update products and services offered to guests. Virgin America has taken a stance that it is more important to be proactive with the services it provides rather than reacting to complaints or concerns after the fact. We will discuss improving the overall experience for guests with disabilities.

Audience will learn:

• Processes to streamline the experience for those with disabilities
• Services you can proactively offer guests with disabilities
• Metrics to show how small changes can reduce potential fines from government agencies