Regaining Altitude-Adapting to Customers' Needs
As we continue on our journey of Regaining Altitude, we understand the importance of adapting to customers’ needs to regain their trust. As baggage handling systems companies, we are focused on transporting passengers’ bags, but we do not have bags to transport without the passengers.
Andrew Boyett is Senior Manager of Customer Experience Development at Southwest Airlines. Over the last year, Andrew’s Teams have been responsible for developing and managing Customer-facing elements of the Southwest Promise, the airline’s multi-layered approach to flying during the pandemic. In addition to the pandemic response, Andrew focuses on developing digital solutions to Customer problems and enabling a next-generation travel experience for Southwest flyers.
Speaking Agenda: Andrew will touch on the shifting of customer demographics we see in domestic travel and how that has modified customer priorities during the pandemic and what changes are being made to enable the next generation experience.
Jaimi Tapp, IAP Director of Strategic Planning, Hartsfield-Jackson Atlanta Airport (ATL). Mrs. Tapp has 25 years of airport management experience. She began her career by focusing on airport master planning, aviation systems planning, and airport noise issues. Jaimi has worked at ATL since 1991 as an airport employee or consultant. She was one of eight members of the international terminal activation team charged with preparing operators, passengers, and employees for opening day and beyond. In 2015, she became the first director of strategic planning at ATL.
Speaking Agenda: Jaime will focus on what airports are doing to adapt to customers’ needs to regain their trust in flying.
Nicholas May, Strategic Account Executive, Schneider Electric. Nick May is currently the Airport Segment Leader at Schneider Electric. Schneider Electric partners with Airport Owners, Operators, Consultants, and Builders to deliver technology-focused on Sustainability, Resiliency, and the Digitization of Airports. Schneider Electric is a Cornerstone member
AAAE’s Airport Consortium on Customer Trust Program (ACT), where Nick May leads the HVAC Working Group.
Speaking Agenda: Nick will provide an update on AAAE ACT initiatives and technology in US Airports
John Scala, Assistant Program Manager – South Terminal C at Orlando International Airport. John has 37 years of airline operations and airport project management experience. He began his career at JFK airport with Delta Air Lines working in Customer Service and Ramp Operations. Later in his career with Delta, John was a Senior Analyst in Airport Customer Service providing resource planning support for 20 cities on Delta’s Network. In 2004 John left Delta and moved to AirTran Airways as Manager of Resource Planning. During his time with AirTran Airways, he also took on the role of TSA liaison for the Customer Service Group. He then found himself in the role of Project Manager for the construction of AirTran’s Systems Operations Center at MCO. In 2010 John moved over to Southwest Airlines as a Project Manager in Corporate Facilities and worked on integrating AirTran and Southwest Station
Facilities at all locations in the State of Florida as well as EWR and LGA airports. Currently he is working on construction of MCO’s New South Terminal C with a focus on operational systems that interface directly with airline and airport operations.
Speaking Agenda: Implementing baggage handling and other operating systems with an eye towards rebuilding customer confidence as we emerge from the global pandemic.
Join us on May 13th from 2:30 PM CST – 4:30 PM CST. Stay after for our Monthly Sip and Chat Social Hour following the meeting. Upon registration, you will receive a link to join us virtually. This meeting will be full of great content. Hope to see you all there.