Speaker Biograghy: Brian is currently the Director of Customer Experience with the Greater Orlando Aviation Authority, a position he has held since 2014. Prior to his current role, Brian worked in the airline industry for 24 years, holding various senior leadership roles with Northwest Airlines, Delta Air Lines, AirTran Airways and Southwest Airlines. He is a graduate of Embry-Riddle Aeronautical University and holds a BSc in Aeronautical Studies and Airport Management. He has been a regular speaker and co-chairman at the Passenger Terminal CONFERENCE since 2007.


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

Day 2 - 21 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chairs

Day 3 - 22 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chairs