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Breakout Session 1: Meeting changing expectations of friendliness and service

26 Mar 2012, 14:20 - 14:40

Hamburg Messe, Germany

Language:
English

• How are passengers’ expectations of friendliness and service evolving?

• How can airlines meet differing cultural and generational expectations in the same airplane or even cabin?

• What about different expectations within brands in the same alliance?

• How can you standardise service routines and achieve consistency?

Contributors

  • Sarah Klatt-Walsh

    Director Inflight Product & Services

    Speaker

    Swiss International Air Lines

    Sarah Klatt-Walsh, a native of Chicago, USA, has been in the airline industry for 24 years. She started her aviation career in 1988 with Swissair...

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