Reshaping the Passenger Experience

Online, Webinar Series

COVID-19 has disrupted the air industry and challenged the status quo throughout the entire passenger journey. As the situation develops dynamically, the industry is adapting quickly and facilitating a reshaped passenger experience.

This special webinar series focuses on two parts: Part I: where we are today, and what can be readily developed and deployed today in order to allow passengers to travel safely and Part 2: examines the new normal. 

Webinar 1: The Voice of the Customer  

(18 June 2020)

Watch the RECORDING 

Download the PRESENTATION and FAQs

Webinar 2: Securing the Passenger Journey

(23 June 2020)

SPONSORED BY 

Watch the RECORDING

Download the PRESENTATION

COVID-19 has disrupted the air industry and challenged the status quo throughout the entire passenger journey. As the situation develops dynamically, the industry is adapting quickly and facilitating a reshaped passenger experience.

This special webinar series focuses on two parts: Part I: where we are today, and what can be readily developed and deployed today in order to allow passengers to travel safely and Part 2: examines the new normal. 

Prepare to Travel Contactless

Tuesday, 30 June 2020

Kindly Sponsored by 

Watch the RECORDING

Download the PRESENTATION 

Cabin Crew Prepare for Take-off

Tuesday, 7 July 2020, 08:00 Montreal/ 14:00 Geneva/ 20:00 Singapore 

We are now ready to fly, and as the ground staff leave the aircraft let’s examine what has been done, and why. Now that safety extends to biosafety, how might this impact the passenger experience onboard? 

 Join this webinar with cabin operations and ground handling experts as they take you through:   

  • Aircraft cleaning and disinfection 
  • Onboard precautions and protection 
  • Challenges and adaptations to inflight services 

Speakers

  • Catherine Chan, Group Safety Manager - Operational Safety, Cathay Pacific Airways
  • Peter Estele, Head Ground Operations and Safety, Airbus
  • Jonathan Jasper, Manager Cabin Safety, IATA
  • Iva Pluhackova, Senior Manager Ground Operations Standards and Programs Implementation, IATA
  • Dr. David Powell, Medical Advisor, IATA
  • Joseph Suidan, Head Ground Operations, IATA

Disruption Management Service Excellence or Firefighting?   

Tuesday, 14 July 2020, 08:00 Montreal/ 14:00 Geneva/ 20:00 Singapore

Join this expert’s panel discussion of learnings and opportunities in the COVID-19 aftermath as they set out and examine disruption management in times of a pandemic. 

  • Disruption reality check Have wseen the same type of disruption occur during the pandemic crisis as before – or did something change?     
  • Lessons learned– How did we manage the disruption; what went well what did not? 
  • Moving forward – How we transform the customer experience from firefighting to customer excellence 
  • Key message and what is required by the industry and IATA going forward 

Speakers

  • Hasse Joergensen, Senior Manager Passenger Experience, IATA

Sponsorship Contact

Gregory Basecqz
Manager, Industry Engagement , IATA
Email: APCSDAP@iata.org

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