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It’s hard to believe that it’s been ten months since we hosted the Auckland Conference. Luckily the WACRA board along with this year’s host carrier Bangkok Airways have been hard at work getting things ready for another informative and exciting conference in Bangkok 4 – 7 October.

This year we have a number of new speakers and we’ve also been lucky to get some past favourites to join us again. Leslie O'Flahavan (E-WRITE) will be presenting on How to Respond to Angry Customers in Social Media, no doubt a session that many of you will be keen to attend given the uptake in social media as a customer care channel. Leslie is also going to be presenting a session on How to Write in Your Airlines Brand Voice, something we all struggle with at some point.

Chaitain Jain (IATA) joins us again this year and will be discussing New Advocacy Approaches on Consumer Protection as does Dayton Lehman who will be updating us on Developments in U.S. Department of Transportation Consumer Protection Program.

David Lewy, VP for Knoah Solutions will be presenting on chat in the Customer Relations sector as an additional line of communication to add to the multi-channel possibilities.

We will also have sessions on Baggage Services and Claims by United Airlines. To add some local flavour Alisa Lohitnavy will be taking us Beyond Service and Atchara Juicharern, PhD will present on Breaking through the Invisible Boundaries in Building Partnership with Customers.

We’re also extremely lucky to have secure Brian Curran who is Vice President, Product Strategy for Oracle as a key note speaker who will be running a four hour interactive session on Customer Experience Journey Mapping which is sure to be a can’t miss opportunity. It will give a different perspective to the way your organization does planning or makes changes going forward.

For those of you that may have missed it on our website this year, we are offering an early bird registration special which is running until Thursday 20 August. We encourage you to use this special reduced price and the highlighted speaker sessions to support your attendance and travel sign off. You may want to see what you can arrange for some personal time to take advantage of the amazing travel options that Bangkok Airways have offered to delegates this year including exclusive rates with Dusit hotels.

Until we meet again in Bangkok soon, take care.

The WACRA Board.


Sawasdee ka!

Welcome to WACRA, the Worldwide Airline Customer Relations Association

Since 1946, WACRA has played a significant role in the advancement of customer service in the aviation industry. It comprises more than 90 member airlines from around the globe. Our annual conference brings together a multidisciplinary group of speakers, business sponsors, and airline delegates. We endeavor to provide opportunities to expand your knowledge in key customer relations fields, bring you into direct contact with senior representatives from the DOT and European Commission, and develop strong professional ties to your colleagues from all parts of the world.

Learn how you can become a member today.

WACRA / European Commission Meeting

Many thanks to everyone who participated in our summit with the European Commission.  The presentations are now available to WACRA members.  Click the Past Conferences tab and look for the links under the “2014 EC / WACRA Summit” section.

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