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World Passenger Symposium discussed the shift from service to value



The event, which reached a 96% satisfaction rate, was attended by more than 700 industry stakeholders from the entire air value chain last October in Dublin.

Under the theme "From Service to Value, A Customer Driven Transformation" the World Passenger Symposium (WPS) offered program streams focused on distribution and the travel experience.

In his keynote address, Tony Tyler IATA Director General and CEO urged air travel stakeholders to work together to deliver greater value to passengers. “We have always thought of ourselves as a service industry and we have done a superb job of it, supported by harmonized processes and global standards. But we need to remember that our passengers are focused on value. We must continuously examine, modernize and evolve to ensure that what we see as service means value to our customers.”

Aer Lingus CEO Christoph Mueller provided an update on his airline’s business model and described the challenges the carrier faces in selling its products through the travel agent channel owing to the limitations of the existing distribution model. This provided an excellent introduction for two days of discussions about IATA’s New Distribution Capability by all stakeholders.

The travel experience stream included a high-level review of IATA’s 2013 Global Passenger Survey and deeper dives into how mobile and social media are changing the travel experience, and how initiatives like Checkpoint of the Future, permanent bag tags and the Connected Traveler have the potential to transform the passenger experience.

Aer Lingus was the host airline and contributed to provide attendees with a memorable experience of Ireland’s legendary warmth and hospitality.

WPS presentations, photo gallery and daily news produced on site are now available. 


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