Speaker Biograghy: Geraldine has worked in the Medical Services department at Virgin Atlantic Airways for sixteen and a half years. Four years ago she was delighted to become the Passenger Accessibility Manager for the airline. The two key aspects of her role are to ensure that any customer with a disability travels as safely and comfortably as possible, and that the airline is compliant with all disability-related legislation and regulations. Geraldine strives to make a positive impact for every customer who travels by air.


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

15:40 - 16:05 - The impact of invisible disabilities on long-haul air travel
Synopsis: This presentation will explore the challenges that hidden disabilities pose for everyone involved in the passenger experience. These relate to the traveller, airline and airport staff and every aspect of the passenger journey. It will also present solutions that can be used to enhance the experience for the customer and minimise the impact of any issues.

Audience will learn:

• Scope of the issue
• Challenges posed by the issue
• Suggested solutions