Speaker Biograghy: Samantha has extensive experience in the aviation industry. During a 29-year career with British Airways, she worked in a number of key operational roles. In 2014 she joined OCS Group UK as Contract Manager for the Assistance Product at Gatwick. In 2016 she moved to the new role of Accessibility Manager. During her time in this role, she worked tirelessly to improve the airport experience for passengers with hidden disabilities. As a result, Gatwick was awarded the UK's first Airport Friendly status and, in addition, an Alzheimer's Society Dementia Innovation Award. In December 2017 she joined Omniserv as its new Head of Innovation & Regulatory Compliance and will drive service enhancements across the company's PRM operations.


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

09:40 - 10:40 - Panel Discussion: Cognitive disabilities, travellers and airports
Synopsis: A panel of practitioners who deal with air travellers with cognitive issues will discuss issues including autism, developmental disabilities, ADHD, dementia and PTSD.

Audience will learn:

• Importance of cognitive issues in airports
• Customer service value of dealing fairly with cognitive issues
• Commercial advantages of effective cognitive assistance programmes
• Effective current practices