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09:05hrs - 17:15hrs Day 1 - Tuesday 20 March
Room: K2
Customer Service & Passenger Experience
View Day 2 View Day 3
09:05hrs - 09:10hrs
Introduction by Conference Chairs
09:40hrs - 10:40hrs
Panel Discussion: Cognitive disabilities, travellers and airports
Roberto Castiglioni
Chair
Heathrow Access Advisory Group
UK
Samantha Berry
Head of Innovation & Regulatory Compliance
Omniserv
UK
Eibhlín McGrath
Regulation, Compliance and Project Oversight Manager
DAA, Cork Airport
IRELAND
Lawrence Rolon
Coordinator for Disability Services
Los Angeles World Airports
USA
10:40hrs - 11:00hrs
Break
12:30hrs - 14:00hrs
Lunch
14:30hrs - 15:30hrs
Panel Discussion: Brand versus Policies
Douglas Stolls
Manager of Guest Services - SFO
Alaska Airlines/Virgin America
USA
Brian Engle
Director of Customer Experience
Greater Orlando Aviation Authority
USA
Ingeborg Warning
Product Strategy Manager
KLM Royal Dutch Airlines
NETHERLANDS
Jerry Angrave
Managing Director
Empathyce Customer Experience
UK
Jessica Einebrant
Brand & Design Manager
Swedavia
SWEDEN
Michael Ross
Director, Commercial Development
Greater Toronto Airports Authority
CANADA
Tracy Ryks
President & CEO
RYX Engage
USA
15:30hrs - 15:45hrs
Break
Opening Day Party - after the conference in the exhibition hall!

 

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26, 27, 28
March 2019
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A superb collection of expert speakers. Very expansive, there was something for everyone
Richard Davis, Managing Director-Global Security, United Airlines, USA



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