Allen Laínez, Airports Training Director, Copa Airlines, Panama

Speaker Biograghy: Allen has an MBA with emphasis on technology and process improvement. He has over 17 years of airports/airlines experience in the following areas: onboard services, cabin services, inflight services, ground support equipment, ground handling operations, passenger services, process improvement, quality assurance, SMS, human resources and training. He has been with Copa Airlines for almost 15 years leading various areas: such as onboard services and cabin comfort, inflight services, ground operations, service excellence, human resources and airports training. Some of his main achievements relate to leading various negotiations and union contracts, implementation of different cost savings and process improvement initiatives. He currently leads a team of 17 members in charge of all airport training initiatives, and developed the complete training strategy to successfully implement a new check-in GUI for Copa Airlines. His greatest passion is to transform new agents and managers into excellent airports leaders.


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

10:20 - 10:45 - Getting ahead of the competition by delivering great technical training
Synopsis: The main purpose of the presentation is to promote success in the evolution of effective technical training methods applied to airport courses by: learning new terms and training models; identifying main challenges in delivering training courses and how to improve their NPS; learning about best practices; applying (CORE) and training tips to create great training deliveries and improve training transfer of technical skills; integrating soft skills, values to technical training to improve retention and reduce turnover; identifying new trends to reduce training costs and improve training transfer; maximising the use of IT and innovations, and understanding the relationship with change management; performance support.

Audience will learn: