Learn How To Keep Your Customers Happy At Passenger Terminal CONFERENCE

Douglas Stolls, Manager of Guest Relations, Central Baggage, Continuous Improvement, Virgin America, who examined inconsistencies in airline guest/passenger policies and procedures at last year’s conference, is returning this year to advise on how best to create memorable moments for airline guests in the terminal or on board the aircraft.

Titled ‘Creating WOW – here’s how’, the presentation will be a key highlight of the dedicated Customer Service & Passenger Experience session, which gets under way on Tuesday 15 March 2016.

“The audience will learn how to anticipate the unexpressed needs of their guests, as well as how to offer on-the-spot resolution, while avoiding over-complicating customer service,” says Stolls, who, as an airline industry veteran with 20 years’ experience, knows his subject well, having helped launch Virgin America eight years ago, opening up the airline’s Las Vegas and Orlando stations. He has also worked in the company’s Operations Control Centre and currently has oversight of guest relations, central baggage and continuous improvement at corporate headquarters in San Francisco.

With customer satisfaction at the heart of any modern-day airport operation, the Customer Service & Passenger Experience session will run on each of the three days of the conference, with speakers drawn from major global airports, airlines and specialist consultancies sharing insights from their most recent programmes and projects.

To see Douglas’s presentation from last year, click here.

Click here to view all speakers by country

Click here to view the full conference programme online
Click here to view the full conference programme in PDF format

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