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:

 

  • Facilitation Passenger Data Working Group
  • Customer Experience Working Group
  • Customer Journey Delivery Working Group
  • Baggage Working Group
  • Ground Operations Standards Working Group
  • Ground Ops Automation & Digitalization Sub 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.

 

AIRLINE NAME TITLE
Air China Liu Zhen Director of Quality System Management, Brand and Quality Management Department
Alaska Airlines Rick Nagy Principal Product Manager
British Airways William Rumsey ​Head of Product - Airport & Customer Operations
China Eastern Mu Xianlan Senior Manager, Service Standard Management Department
Croatia Airlines Adrijana Trinajstic Pazman Manager Gound Operations
Delta Air Lines David Hosford Manager Airport Customer Services IT
Deutsche Lufthansa

Christopher Heck

 Senior Director Ground Experience - Passenger & Baggage Process
​Emirates Airline Rami El Samra Vice President Business Support - Airport Services
Qantas Airways Nikki Suters-Sly Head of Global Airport Services
Qatar Airways Amit Gopal Tiwari

Policies and Procedures Manager
​Singapore Airlines Kam Zhiwei  Vice President Airport Operations 
​Turkish Airlines ​Emre Cevik ​Manager, Product and Service Management
​United Airlines David Kendell  ​Managing Director Operations Policy & Support
​Virgin Australia Fin Blyth ​Head of Airport Services
​IATA Secretary Harry Grewal Director Airports, Infrastructure and Customer Experience