Speaker Biograghy: Douglas is an airline industry veteran with 23 years' experience. He assisted in launching Virgin America 10 years ago. Previous roles have included leading station operations in Las Vegas and Orlando; managing guest services in the Operations Control Centre; leading Guest Relations, Central Baggage and Continuous Improvement at corporate headquarters in San Francisco. With the recent acquisition of Virgin America, Doug has transitioned into a new role responsible for the entire above-the-wing operation in San Francisco for Alaska Airlines’ second-largest station.


Day 1 - 20 March
Session: Customer Service & Passenger Experience

09:05 - 09:05 - Conference Chairs

Day 1 - 20 March
Session: Customer Service & Passenger Experience

14:30 - 15:30 - Panel Discussion: Brand versus Policies
Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Audience will learn:

• What is your company's brand?
• Do your policies support or hinder?
• How to drive change to allow synergy
• How to get your employees thinking along this line