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Conference Agenda

IMPORTANT: The following is a preview of the full conference agenda and it is subject to change.

Sunday, 15 September    
1600 – 1700 Registration    
1830 – 2030 Welcome Reception Monarch Suite South    
       
Monday, 16 September    
0630 – 0830 Breakfast buffet Big Bar    
0830 – 1000 Host Carrier Welcome Address Jeff Smisek United
  Business Sponsor Introductions Barry Green Etihad
1000 – 1030 Break & Sponsor Review    
1030 – 1130 Changing the Game in Customer Service Gabe Zicherman Gamification Co.
1130 – 1230 Merger Madness Scott O’Leary United
1230 – 1330 Lunch Big Bar    
1330 – 1500 Workshops    
  The Revision of EU261:
Is It Getting Better or Worse?
Sabine Hornig IATA
  Customer Service Writing Skills:
How to Make the Transition from E-Mail to Social Media
Leslie O’Flahavan E-WRITE
  Surviving Brazil:
A Primer on Brazilian Aviation and Consumer Protection Regulations
Marcio Souto United
1500 – 1530 Break & Sponsor Review    
1330 – 1500 Workshops    
Tuesday, 17 September    
0630 – 0800 Full Breakfast Buffet Big Bar    
0800 – 1000 Radar On, Antenna Up:
The Ritz-Carlton Method of Fulfilling Unexpressed Wishes and Needs
Jeff Hargett Ritz-Carlton
  Harnessing the Power of Big Data:
Driving Consistent UX Across Service Channels
Jeff Brown NextIT
1000 – 1030 Break & Sponsor Review    
1030 – 1200 Workshops    
  Taking Your Social Media Approach to the Next Level Jerry Fletcher Delta Assist
  Developments in U.S. Department of Transportation Consumer Protection Program Dayton Lehman Capitol Business Solutions
  The Ten Commandments for Writing to Customers Leslie O’Flahavan E-WRITE
1200 – 1300 Lunch Big Bar    
1300 – 1400 International Legal Review Brian Havel DePaul University
1400 – 1530 Workshops    
1530 – 1600 Break & Sponsor Review    
1630 Departure for optional tour of United’s Network Operations Center and Proactive Recovery Operations Team    
1730 Departure for gala dinner    
       
Wednesday, 18 September    
0630 – 0830 Breakfast Buffet    
0830 – 0930 Reputation Management: the Boeing Experience Jeff Cacy Boeing
0930 – 1030 The Air Travel Experience and Disability:
STAR Principles in Action
Pat Maher nAblement
1030 – 1100 Break    
1100 – 1200 Being Nice Is Contagious Captain Denny United
1200 – 1230 Closing Ceremonies Kavita / board of directors
1230 – 1330 Light lunch and focus group    
       

 

We believe we have an exciting conference lined up for you. Some of the sessions are workshop sessions, enabling you to participate in smaller groups. This is also why some of the presenters/topics are on the agenda more than once.

 

 

 

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