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Travel Standards Board

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:

  • Passenger Experience Group
  • Airport Services Group

Passenger Experience Airport Services

The Passenger Experience Group:

  • Deals with matters concerning passenger airport processes including but not limited to baggage processing and departure control. 
  • Reviews and endorses proposals to create or amend standards governing these processes. Ensures that proposals align with existing standards, and that requirements are documented with a corresponding change to Implementation Guidance where applicable.
  • Reviews and endorses proposals to amend:
    • Resolution 708; and Recommended Practice 1706a, 1706b, 1707a-1719e  (overseen by the DCS Messaging Working Group)
    • Resolution 709, 739-746, 751-754; and Recommended Practice 1739-1740e, 1743a-1751, 1752a, 1754 (overseen by the Baggage Working Group)
  • Liaises with other process owning groups under any Conference, and advisory groups under Industry Committees as required.
  • Maintains a work plan and report regularly to Travel Standards Board.


To view and/or participate in the activities under the Passenger Experience Group, please access the SSW site.

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:

Air China Zhen Liu Senior Manager - Service Control, Product and Svs.
Alaska Airlines Rick Nagy  Product Manager
American Airlines Mark Matthews Director - Customer Planning Operations
British Airways Tony Readdie Operations Systems Manager
Delta Air Lines  David Hosford General Manger ACS Strategy and Technology
Deutsche Lufthansa AG Vicky  Scherber  Process Owner Passenger & Baggage Processes
Emirates Airline
Rob Broer
VP - Industry change
Etihad Airways
Paul Richard Smith  
General Manager Ground Operations
KLM Royal Dutch Airlines
B​inyamin  Mizrahi
Passenger Baggage Handling Manager
LATAM Airlines
​Edwin Garcia  
​Head of Aiport Operations
LOT Polish Airlines
Marcin Slawecki 
Head of Ground Operations
Philippine Airlines 
Meliton Pascual  
Vice President Airport Operations
Qatar Airways 
​Tony Paul
​Manager Safety and Service Delivery
Singapore Airlines
Timothy Chua
Vice President, Airport Operations
Turkish Airlines
Emre Cevik
Manager, Product and Service Management
United Airlines
Michael Yost 
Managing Director - Customer Solutions & Recovery
Virgin Australia 
Caitlin Malone 
Manager, Airport Experience and Insights
​IATA Secretary
​Pierre Charbonneau
​Director Passenger and Facilitation

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Additional information