The Travel Standards Board manages the development of standards concerning any interaction between airlines and any other partners involved in the delivery of a product or service to a customer.

This includes but is not limited to passenger experience, passenger airport processes, departure management activities, and the relationship between airlines and government agencies controlling facilitation or receiving passenger information.

This also includes operational processes supporting the delivery of passenger services: ground handling and airport handling standards, airside safety, and baggage handling.

Groups under the Travel Board:


  • Control Authorities Working Group
  • Fulfil-Deliver Advisory Forum
  • Facilitation Passenger Data Working Group
  • Customer Experience & Facilitation Working Group 
  • Delivery on Orders Working Group
  • Fuel Data Working Group
  • Baggage Steering Group
  • Ground Operations Standards Working Group
  • Baggage Working Group 
  • Ground Operations and Digitalization Working Group

Membership of the Travel Standards Board (TSB)

The following representatives have been elected to serve on the Travel Standards Board for a two-year period.  * indicates non-elected active participants.


Aerolineas Argentinas Ramiro Siciliano Internal/External Airports Manager
Air Canada Mike Karam Director Customer Service Delivery
Air China Liu Zhen Director of Service System and Standard Management
Air Tahiti* Freddy Chanseau Director of Ground Operations
Air Transat* Alexandre Ferreira  Manager, Passenger Services, Procedure and Training 
Alaska Airlines Rick Nagy Principal Product Manager
American Airlines Pascual Alvaraz Managing Director Baggage Solutions
British Airways TBD
China Eastern* Wang Xiang Senior Manager, Standards and Products, Customer Committee
China Southern Airlines* Liu Shuang Director
Croatia Airlines Adrijana Trinajstic Pazman Manager Gound Operations
Delta Air Lines David Hosford Manager IT Airport Services
Deutsche Lufthansa

Christopher Heck

Head of Passenger and Baggage Processes
Emirates Airline Rami El Samra Vice President Business Support - Airport Services
​Hahn Air* ​Frederick Nowotny ​Head of Operation
ITA Airways Barbara Gonella  Compliance Monitoring Assurance Ground Operations 
LATAM Airlines Andrés Felipe García  Senior Director IT Airports  
Qantas Airways Nikki Suters-Sly Head of Airport Services
Qatar Airways Amit Gopal Tiwari

Policies and Procedures Manager

Shenzhen Airlines* Yue Xu Deputy General Manager
Singapore Airlines Kam Zhi Wei  General Manager Airport Operations 
Spicejet* GP. Gupta Chief Strategy Officer
Spicejet* Poonam Yadav Senior Manager - Ground Services 
Turkish Airlines ​Emre Cevik ​Senior Manager, Product and Service Management
United Airlines David Kendell  ​Managing Director Operations Policy & Support
Virgin Australia Lexi Smith ​Airport and Cabin Standards and Safety Manager
​IATA Secretary Harry Grewal Director Airports, Infrastructure and Customer Experience