Karl McGrath
Karl is a senior manager at Airbiz and is responsible for leading projects in North America. He is an aeronautical engineer from Australia with experience working on three continents, and his work is grounded in analytics. Karl has been working with Alaska Airlines since 2021. Initially a part of the Lobby Vision team, he now studies all potential airports where Alaska Airlines sees an opportunity to improve the passenger experience and operation.
Day -
1 - Customer service, passenger and workforce experience - 14:15 - 14:45
Through check-in in less than 5 minutes
From vision setting to delivery, this presentation will explore the pathway to realizing a vision for a new passenger experience across the Alaska Airlines network. With multiple projects opened in 2024 (PDX and SFO) and the Seattle-Tacoma check-in area set to open in 2025, Alaska Airlines is set to be a leader in North America through the use of technology to streamline the passenger journey. Biometrics and self-serve equipment will be critical features enabling passengers to flow through the check-in process in less than 5 minutes.
The audience will learn:
- Values and objectives at the heart of the vision and the pathway to success with top-to-bottom organizational commitment
- Analytics and planning for new technology
- Challenges in realizing the vision – executive level to operational
