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