Melissa White
Melissa White has been managing director, corporate real estate and asset management at Delta Air Lines for the past seven years. She began her airline career in finance and moved into corporate real estate 12 years ago. Focusing on Delta's US hub airports, she has a leadership role on the team that has enabled US$16bn in redevelopment at Delta's hubs and gateways over the past decade.
Day -
2 - Customer service, passenger and workforce experience - 09:35 - 10:05
Terminal 2025: it's all in the details
The airline and its consultants have spent the last several years repeatedly auditing its hub airports across 600 variables and prioritizing customer experience improvements. Customer experience excellence is a moving target at airports, with almost daily upgrades across the industry. Nevertheless, great progress has been made, including wayfinding, digital signage, security, seating, restrooms, Wi-Fi, clubrooms, baggage, check-in, transit, concessions, website and accessibility. The airline is hyper-focused on the customer experience on the ground and in the air.
The audience will learn:
- Airport excellence is a moving target
- What gets measured gets managed
- Customer needs are constantly changing
- Improvements in the customer experience not only drive customer satisfaction but also generate revenues
