Customer Experience Manager

Transcription

TABLE OF CONTENTS
LEISURE ACTIVITIES
>
AGENDA
AGENDA
< TABLE OF CONTENTS
WEDNESDAY, MARCH 25
07:30 – 09:00Breakfast
Wailea Foyer, Four Seasons Resort
09:00 – 16:00
Business Meeting
Molokini Room, Four Seasons Resort
09:00 – 09:15
09:15 – 09:30
09:30 – 10:00
Welcome & Opening Remarks
Greg Gilchrist
President’s Remarks
Hugh Jones
Leading Innovation & Growth
Dana Jones
10:00 – 10:15Break
10:15 – 11:15
11:15 – 11:45
Intelligence Exchange
Darren Rickey
14:45 – 15:00Break
15:00 – 16:00
The Connected Airline
Kamal Qatato/Surj Ramlogan
16:00 – 18:00
Free Time
18:00 – 18:10
Transfer to Dinner Location
Depart from Four Seasons
Resort Lobby
18:10 – 19:00
Forward-Thinking Technology
Sanjay Nanda/Dana Jones
Time to Value
Bill Nunan
13:45 – 14:45Rapid Innovation with
Perspectives From a Technologist
Surj Ramlogan
11:45 – 13:15Lunch
13:15 – 13:45
Cocktail Reception
Capische Restaurant
19:00 – 21:00Dinner
Capische Restaurant
continued >
AGENDA
< TABLE OF CONTENTS
THURSDAY, MARCH 26
09:00 – 12:30
Business Meeting
Molokini Room, Four Seasons Resort
09:00 – 09:45
Hawaiian Airlines Story
Ron Anderson-Lehman
09:45 – 10:45Customer Data Powering the
Passenger Journey
Mike Reyes
10:45 – 11:00Break
11:00 – 11:45
Customer Engagement & Value
Greg Gilchrist
16:00 – 16:30
Transfer to Hotel
16:30 – 18:00
Free Time
18:00 – 18:15
Transfer to Dinner
Resort Lobby
18:15 – 19:00
19:00 – 21:00Dinner
Closing Remarks
Greg Gilchrist
12:00 – 13:00
Free Time
13:00 – 13:30
Transfer to Cruise & Lunch
Resort Lobby
13:30 – 16:00
Whale Watching Cruise & Lunch
Alii Nui Catamaran
Private Residence, Makena
FRIDAY, MARCH 27
11:45 – 12:00
Cocktail Reception
Private Residence, Makena
12:00Departures
SEATING CHART
PARTICIPANTS
>
< TABLE OF CONTENTS
SEATING CHART
Lalita Ponnekanti
Greg Gilchrist
Sabre Airline Solutions
Curtis Kopf
Alaska Airlines
Hugh Jones
Kerry Philipovitch
American Airlines
Dean Cookson
Virgin America
Surj Ramlogan
Sabre Inc.
Kemeredin Bedru Omer
Ethiopian Airlines
Eash Sundaram
JetBlue Airways
Ron Anderson-Lehman
Hawaiian Airlines
Dana Jones
Rocky Wiggins
WestJet Airlines
Peter Wiesner
Bangkok Airways
Bill Nunan
Zamil Alossaimi
Saudi Arabia Airlines
Sanjay Nanda
Denise Ciavatta
LATAM Airlines Group
Matt Ploszaj
Envoy Air
Guest Presenter
PARTICIPANTS
< SEATING CHART
< TABLE OF CONTENTS
BOARD MEMBERS
Zamil Alossaimi
Chief Information Officer
[email protected]
Ron Anderson-Lehman
Senior Vice President & Chief Information Officer
Hawaiian Airlines
[email protected]
Denise Ciavatta
Deputy Chief Information Officer
[email protected]
Dean Cookson
Vice President & Chief Information Officer
Virgin America
[email protected]
Greg Gilchrist
Senior Vice President & Chief Customer Officer
[email protected]
Dana Jones
Senior Vice President & Chief Marketing Officer
PARTICIPANTS
Hugh Jones
President
[email protected]
Curtis Kopf
Vice President Customer Innovation
Alaska Airlines
[email protected]
Sanjay Nanda
Senior Vice President, Client Development
and Consulting
[email protected]
Bill Nunan
Senior Vice President, Delivery & Care
[email protected]
Vice President, Information Technology
Ethiopian Airlines
[email protected]
Kerry Philipovitch
Senior Vice President, Customer Experience
American Airlines
[email protected]
[email protected]
continued >
< SEATING CHART
< TABLE OF CONTENTS
Matt Ploszaj
Managing Director, Information Technology
Envoy Air
[email protected]
Surj Ramlogan
Senior Vice President, Airline Solutions Development
Sabre Inc.
[email protected]
Eash Sundaram
JetBlue Airways
[email protected]
Peter Wiesner
Senior Vice President, Network Management
Bangkok Airways
[email protected]
Rocky Wiggins
Executive Vice President & CIO
WestJet Airlines
[email protected]
PARTICIPANTS
OTHER ATTENDEES
Lalita Ponnekanti
Director Business Operations (MSM)
[email protected]
Kamal Qatato
Vice President, Sabre® AirCentre™ Operations
[email protected]
Michael Reyes
Director, SabreSonic® CSS
[email protected]
Darren Rickey
Vice President, Sabre® AirVision™ Marketing
and Planning
[email protected]
LE A DING INNO VATION & GRO W TH
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Innovation Fueled By
Customers
Solving Broad Market Problems
Airline
Retailing
Airline Retailing
Customer Acquisition
Customer
Centricity
Interline Ancillaries & Brands
Dynamic Retailer
Connected
Airline
Airports
Reimagined
Integrated Disruption
Management
Data & Analytics
Partnerships Enabling Speed
To Market
Solidify The Core
Sabre AirVision
Plane Finder • Mint • Ad Opt • Bing • Schneider Electric
Integrated Disruption Mgmt
Check-In
Customer Value Score
Strategy
Validation
Strategy
Validation
Beta
Lighthouse
Mature
Growth
Crew Manager 10
Crew Recovery
Airport of the Future Innovations
Generally
Available
Movement Manager
Operations Recovery
Self-service
Beta
Lighthouse
Connected Airline
Passenger Service Recovery
Load Management
Mature
Growth
Mature
Growth
Customer Analytics
Balancing Our
Investments For Growth
Sabre AirCentre
Generally
Available
Generally
Available
Customer Data Hub
Realize Value
Beontra • Infiniti
Airports Reimagined
Beta
Lighthouse
Customer Centricity
Differentiate
And Innovate
EveryMundo • Adyen • WorldPay • EDIfly
Beta
Lighthouse
Strategy
Validation
SabreSonic CSS
Strategy
Validation
Next Gen Revenue Manager
Flight Plan Manager
Generally
Available
Mature
Growth
Strategy
Validation
Beta
Lighthouse
Generally
Available
Mature
Growth
Confidential
PERSPECTIVES FROM A TECHNOLOGIST
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Journey To Sabre
Key Trends
What I Have Seen
History of innovation
Talent, dedication, and customer-focused
Quality and release delivery improvements
My Career
journey
•! 20 percent internet traffic mobile
•! 2B social media users in 2016
•! Consumer app experience
•! Disruptive entrants
•! Personalization
•! Globalization
Best-of-breed versus best-of-suite
Common and modern UX
Time to market
Platform Approach
Airline
Marketing
& Planning
SOA enablement
Interoperability
Extensibility
Airline common data model
Nextgen platform compliance
Support best-of-suite and best-of-breed
Key Focus Areas
Airline
Enterprise
Operations
Implications For Sabre
Common UI And Next Generation Applications
Configurability and user experience
SabreSonic
Customer
Sales &
Service
•! 10X data increase by 2020
•! 1.5M cyber attacks in 2014
•! Move to the cloud
•! Mobile-first, user-centric design
•! Social media integration
•! Consumer–grade UX
Business Rules And Alerting
•! Rapid innovation and flexible solution
•! Customer centric solutions
•! Cloud adoption and delivery
Existing Airline Solutions Applications
Common Data Model
•! Rapid Innovation
•! Ease of implementation
•! Quality, availability, resiliency
Sabre Enterprise Platform
Alerts
Data Feed
Events
Services
Tech Strategy
Availability
Resiliency
•! Sabre development ecosystem
•! Maturing IT service
management
•! Business continuity
•! Automation
•! Disaster recovery
•! User experience and mobility
•! Enterprise platform and
services
•! Data and analytics
•! Capacity and
performance planning
•! Crisis management
•! Cybersecurity
Confidential
FORWA RD THINK ING TEC HNOLOGY
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Acted On Your Input…
…And Went Farther
Market-driven roadmaps
Innovation
Expanded functionality to enhance user
experience
Enhanced Solutions
Transformation on time to market
Advisory Board Engagement
Increase our partnership with you on
forward thinking technology
Next Gen Crew
Crew Recovery
Next Gen Revenue Management
Cutting Edge – Operations Research
Revenue Opportunity Model
Fare alerts
Code share alerts
Strategic fare optimizer
Collaboration
Vehicle
Activity
Focus
Executive
Advisory
Board
Broad
investment
strategy
Executive
Forums
Customer
Advisory
Board
Industry trends
and broad
market problems
Solution
strategy
Engagement
Level
Allows airlines to automate rules with near realtime data to deliver positive customer
experiences through the journey
•! Improved brand image through positive social
media posts
•! Ability to influence specific customer behavior
•! Gained operational efficiencies
Crew Recovery
Empowers airlines to better manage crew
assignments based on schedule changes
Want you to have first impact, at your
airline
Broad Input Today
Forward Thinking
Technology
•! 10X reduction in crew schedulers’ time to
recover from disruption
•! Improved crew assignment rates
•! Freed time for crew schedulers to work on
down-line processes
CIO
SVP/C-suite
Director/VP
Community
Conferences
Strategic solution
updates and
industry news
Entire
community
User
Workshops
Roadmaps
enhancements
and functional
requirements
User/Manager
Operations Recovery
Revenue Opportunity Model
Enables airlines to generate a revised schedule
based on aircraft, crew and passenger status
Gives customers a simulation of 20/20 hindsight
and related actions needed to improve
performance
•! 30X reduction in time to recover
•! Improved operational plan and resource
productivity
•! Allowed more time to focus on down-line
business processes
•! 0.5-1.0% revenue improvements in markets
actioned
•! Proprietary technology (services) that works
with airline RM system
Confidential
TIME TO VALUE
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Target Outcomes
Accelerate
Solution
Business
Value
Why Now?
Core
Practice
Limit
Disruption
Enable
Business
Transformation
Levers
Predictability
Execution
Speed
Standardization
Reduce
Engagement
Effort
On-Time Delivery Up 140%
Time
To Value
Collaboration
Executive
sponsorship
Training
Standard
solution
adoption
Change
management
Program
resourcing
Process
Improvement
Solution
workshops
2015 Initiatives
Tooling and
Automation
2014 Actions - Implementation
Pre –
Project Project
Initiation Initiation
“Strengthening
solutions
and reducing
cycle time
to accelerate
customer value”
A
B
Project
Transition
Solution
Installation
Interactive
Pilot
C
D
E
SaaS
Pre-provisioning
Data
Collection
Improvements
Expanding Focus
New Product
Development
Platform
Architecture
Quality
Improvement
Customer
Communications
Tools and
Automation
CVT Process
Improvement
2014 Results - Implementation
•! CSS Benchmark: 33%
•! Mobile:
14%
•! Web Check-In:
20%
Incident
Response
Cycle Time Reduction
25%
•! Load Manager:
SabreSonic CSS
Implementation Cycle Time
Solution Scope
Professional
Services
Time To
Value
Service
Requests
Upgrades
Change
Requests
•! Revenue Integrity:
•! In-Flight:
•! Revenue Manager L/S:
Tools And Automation
Support Cycle Time
Implementations
And Activations
Sabre AirVision
Sabre AirCentre
50%
33%
23%
•! Revenue Manager O&D: 26%
•! Schedule Manager:
44%
•! Movement Manager:
•! Flight Plan Manager:
•! Crew Control:
31%
33%
28%
•! Airports Staff Planner: 20%
•! Airports Gate Planner: 20%
Average Cycle Time Reduction of 27%
Confidential
R A P ID INNO VATION W ITH
IN TELLIGENCE E XCH A NGE
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Our Global And Growing
Community
Partnering To Deliver Results
Defined over 150 use cases
•! Promotion tracking
Introduced robust value calculator
Up To 3%
Incremental
Revenue
A Platform Built For Performance
Speed, Scale And Quality
Reservations
Flight
Airline
Marketing
& Planning
•! Improved deployment time by 80%
•! Reduced defects per release by 75%
Customer Experience
Check-in
Airline Retailing
•! Increased transactions per second by 5X
•! Targeted marketing offers
•! Auto push upgrades
Up To
2.5% Cost
Savings
Rapid Innovation At A Lower Cost
Revenue
Management
Revenue Generation
Connected Airline
Airline
Customer
Sales &
Service
•! Experience analytics / rules
Airline
Enterprise
Operations
•! VIP guest reporting
•! Customer touchpoints
Analytics/Customer Experience
Crew
Scheduling
Sales
•! Increased developer efficiency by 5%
Airport
Loyalty
Revenue Generation • Customer Experience • Cost Savings
Deliver Value, Faster —
Managed Services
Platform use support
Architecture solution design
An Industry Differentiator
Airline industry
specific datamodel
Event publishing
and web
services
1
2
Sabre
Intelligence
Exchange
4
Analyzers to
enable real-time
data analysis
and enrichment
Cost Savings
•! Minimize transactions
(Airline.com)
•! Data warehouse ‘feed’
3
Robust,
cross-domain
business rules
engine
•! Meal catering wastage
Confidential
THE CONNECTED AIRLINE
< TABLE OF CONTENTS
Typical Decision Making
Process Today
Transforming Airline
Management
Current processes and technology can be obstacles
to streamlining data access and decision making.
Ensure operational execution is aligned
with commercial objectives at all times,
through a Connected Airline.
Decision making
requires multiple
iterations and
continuous
engagement of
multiple parties
across the airline.
Pricing
Commercial
Planning
Loyalty
Marketing
Crew
Planning
Airline
Marketing
& Planning
Airline
Customer
Sales &
Service
Airline
Enterprise
Operations
Common UI And Next Generation Applications
Maintenance
Planning
Business Rules And Alerting
Existing Airline Solutions Applications
Common Data Model
Operations
Planning
Catering
Achieve commercial and operational
objectives with intuitive and agile
technology.
Scheduling
Art Of The Possible
Sabre Enterprise Platform
Alerts
Data Feed
Events
Services
Retailing
Key Questions:
Operations
Control
Feedback is very
limited, and the
needs of downward
processes are not
always taken into
account.
Flight
Control
Operations
Control Center
Maintenance
Control
Crew
Control
•! What are the biggest challenges or obstacles to data access?
•! What are other key pain points during decision making?
•! How are you managing business rules/logic across the enterprise?
•! Where is it most obvious that your current processes and technology
support (or hinder) successful business and operations management?
•! Which cross-functional decisions would benefit most from increased
system/platform interoperability?
How do we deliver the supporting technology in a way that aligns
with business priorities and reduces time-to-value?
Confidential
CUS TOMER DATA P O W ERING
THE PA S SENGER JOURNE Y
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What Do All These Numbers Really Mean?
Credit Card:
PNR: XAJPZP!
XXXXXXXXXXX0025!
Ticket:
7457564303882!
Seat: 29A,
IATA:
4F, 15A!
45703943!
Fare Basis:
SLRCRTUS!
Freq Flier:
4L020D4!
Bag Tag: 2135194!
The Customer Experience Goes Beyond
A Series Of Transactions
Web
Mobile
Call
Center
Indirect
Retailing Rules
Customer Data
Profile enriched with valuable attributes –
scores, segments, etc.
Single master profile syndicated back to
multiple touchpoints
•! Self-service
rebook driven by
customer
…For Personalized Retailing
Products
•! Consistent offers
across multiple
touchpoints
•! Building ancillaries to
create new products
•! Targeted to customer
Post trip
Customer data cleaned up – standardized,
de-duped, etc.
•! Automatic
rebooking during
schedule change
& IROPS
Standby &
overbooking
airports
automation based
on customer
value
Day of travel and service recovery
Created from transactions aggregated
across multiple touchpoints
Reaccomodation based
on customer value
Entitlements for
seats, baggage
Shop
and book
A Master Profile Is The First Step...
…For Driving Personalization In
Core Res And DCS Functions
Availability by tier &
customer value
Inspire
…In Designing Products To Target Different Segments
Corporate
Customers
Change fee waivers, fees for extra legroom discounted, priority
reaccommodation, etc.
Premium
Customers
Complimentary baggage, priority boarding, enhanced loyalty
accruals for Business/First class, etc.
Leisure
Customers
A la carte ancillaries unbundled from base fare, etc.
Confidential
CUS TOMER ENG AGEMEN T & VA LUE
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Personalized Engagement
•! Many facets dictate the best approach to
customer engagement
•! Over 50 percent of our customer facing
account plans have been shared
•! One-size does not fit all
•! Content:
•! Customers desired engagement level
•! Relationship and trust maturity
•! Customers size/complexity, Sabre® solutions
deployed and implementations in-work
EAB Governance
•! Roles and responsibilities
•! Board membership
•! Your engagement level and participation
Customer Engagement
Lifecycle Position
®
+11
+19
+38
•! Different types of engagement
36%
41%
51%
•! Implementation phases
25%
2012
22%
2013
Net Promoter
Score
36%
Promoter
Passive
13%
2014
GDS Distribution
Guest/Passengers Boarded
Organizational Structure
Current State Of The Account
•! Topics include:
•! Sabre as a strategic partner
36%
•!
•!
•!
•!
•! Account meetings are operationally focused
and are normally held weekly with varying
levels of participation, CIO down to Analyst
or User
•! Structure and frequency
40%
•! Corporate Overview
•! Financial And Operating Highlights
•! Fleet And Fleet Plans
Account Meetings
•! Progression
Net Promoter Score
Account Plans
Detractor
•! Solutions deployed
•! General Planning
•! Project Status
•! Implementation Status
•! Follow Up On Key Actions
•! Health Checks
•! Training
•! Billing Issues
•! Maintenance
•! Demos
•! Opportunities
Q BRs
•! Business reviews are typically conducted
twice a year with participation by CIOs, IT
Management SVPs/VPs/Directors
•! Topics include:
•! State Of The Account
•! Customer’s Strategic
Direction
•! Performance Review And
Trends
•! Solution Adoption
•! Industry Trends And
Challenges
•! Key Accomplishments
•! Sabre Portfolio/Project
Review
•! Issues, Including Commercial
•! Activities/Event Calendar
•! Opportunities
Confidential
PROFILES
< SEATING CHART
< PARTICIPANTS
BOARD MEMBER PROFILE
coordination and support of Air Lingus. Lastly, the mega
project of Saudia IT Master Plan which has transformed
and forklifted Saudia IT Architecture.
Zamil Alossaimi
[email protected]
Zamil Alossaimi is leading the Information Technology
division that is providing information technology
services to the entirety of Saudia and the newly created
Strategic Business Units. Zamil is holding 28 years of
experience in Information Technology.
Joined Saudi in 1986 and has been progressing since
then in different positions until last February when he
assumed the new role as Vice President of Information
Technology of Saudia.
Zamil has been working mostly in the application
development group within Saudia IT. He started his
carrier in the application development for commercial
side of the airlines business. This in turns has given
him vast experience and wide exposure of the airlines
core business.
Zamil had participated actively in three Saudia IT
milestones that includes the commercial application
system local transfer to Jeddah, Saudi Arabia from
London UK hosted by British Airways. Also the
complete change of the technology platform and
full upgrading of the Commercial applications in full
Zamil has worked in several leading position in the
IT organization that includes Commercial Application
Support, Office Automation, Web Development,
Integration and Web Competency and General Manager
of Application Development.
Zamil holds a bachelor’s of science degree in Computer
Science and Minor of Economic from Indiana State
University USA.
< SEATING CHART
< PARTICIPANTS
Ron Anderson-Lehman
Senior Vice President &
Hawaiian Airlines
[email protected]
Ron Anderson-Lehman is Senior Vice President and
Chief Information Officer (CIO) of Hawaiian Airlines. He
joined the company in June of 2012. Anderson-Lehman
oversees all of Hawaiian’s information technology
activities including the design and implementation of
the company’s technology solutions and the running
of the business information technology infrastructure.
He also has responsibility for the airline’s Facilities and
Strategy & Transformation teams.
Anderson-Lehman most recently served as Senior Vice
President and Chief Information Officer of Continental
Airlines, a position he held from 2006 until the airline’s
merger with United Airlines in 2010. During that time,
he was responsible for the development, deployment
and operation of strategic systems to meet the
computing and decision support needs of the various
business units of Continental. Anderson-Lehman
began his career in aviation in 1986 as a computer
programmer for United Airlines. From there, he moved
into roles of increasing responsibility with Covia and
Galileo International before joining Continental in 2000
as managing director of technology and being named
vice president and CIO in 2004.
Anderson-Lehman attended Iowa State University
where he earned a Bachelor of Science degree in
Computer Science with a minor in Mathematics. He
was recognized with the Top 10 Leaders & Innovators
Award at the 2008 Global CIO Executive Summit.
< SEATING CHART
< PARTICIPANTS
Denise Ciavatta
Deputy Chief Information Officer
[email protected]
Denise Ciavatta joined TAM Airlines as IT Senior
Manager on February 17, 2012. After the merger of
TAM with LAN Airlines, she became Senior IT Director,
with her functions focused on Brasil IT Management.
She became Senior IT Comercial LATAM & Brasil
Director on September 1st, 2013.
Prior to joining TAM, she was Solutions Director at
Amadeus, where she worked for two years, and a
Program Executive at IBM, where she worked on large
projects for TAM and companies at Financial industry.
With a bachelor’s degree in Mathematics from
Fundação Santo Andre, Ciavatta received a Master
Degree in Computer Engineering at IPT and has spent
most of her career in the travel and transportation
industry in the information and technology area.
< SEATING CHART
< PARTICIPANTS
Dean Cookson
Vice President &
Virgin America
[email protected]
A technology industry veteran, Dean brings over
20 years of experience in computer operations
and over a decade of experience with web-facing
businesses to Virgin America. As CIO, Dean leads the
airline’s strategic technology initiatives, including the
implementation of the Company’s new reservations
and operational platforms. In addition, Dean oversees
Virgin America’s data centers, storage subsystems,
core application infrastructure and integration, and the
architecture of its Web site.
Dean comes to Virgin America from Basho
Technologies, where he served as Vice President of
Business Development. Prior to that, Dean served as
Chief of Operations at the HP-owned Snapfish, where
he had responsibility for all aspects of site delivery,
product fulfillment and world-wide customer support
in eleven languages. Before joining Snapfish, Dean
served as Director of Operations at Looksmart, where
he oversaw production systems, database, network and
data centers and helped grow the search infrastructure
to support more than 600 million searches per day.
Dean studied Physics and Computer Engineering
at Case Western Reserve University and attended
Northeastern University’s College of Computer and
Information.
< SEATING CHART
< PARTICIPANTS
Greg Gilchrist
Chief Customer Officer
[email protected]
Greg Gilchrist is senior vice president and chief
customer officer for Sabre Airline Solutions®.
management for Sabre Airline Solutions’ largest
customers. Prior to that, he oversaw the company’s
emerging businesses and key outsourcing initiatives.
Gilchrist began his career at Sabre leading teams
responsible for Asia-Pacific sales and marketing.
Before joining Sabre, Gilchrist worked in a variety of
management and executive positions at Unisys that
focused on the technology and services needs of the
airline market.
An airline technology veteran with over 25 years
of industry experience, Gilchrist is responsible for
overseeing all customer engagement and commercial
processes. This includes sales, account management,
relationship management and customer support for
Sabre Airline Solutions customers worldwide.
A recognized leader in the airline industry, Gilchrist has
served on numerous boards and industry groups and is
currently on the SITA Council.
Under his leadership and guidance, Sabre Airline
Solutions has grown substantially over the past
decade while maintaining a strong focus on the broad
customer base. Gilchrist led an effort to bring customer
management into one team focused on defining and
executing end-to-end customer management best
practices. This team drives customer management
initiatives across the organization with a major focus on
customer retention and loyalty.
Gilchrist appreciates the opportunity to be out on the
golf course, as well as spending time at home with his
four children.
Gilchrist has worked in a variety of customer-facing
roles across Sabre. He served as vice president of
strategic accounts where he led the teams responsible
for managing all aspects of business and client
Gilchrist holds a Bachelor’s degree in history, politics,
and law from Monash University, Melbourne, Australia.
< SEATING CHART
< PARTICIPANTS
also spearheaded the turnaround of the core business,
ultimately resulting in a successful sale to Open Text.
Dana Jones
Chief Marketing Officer
[email protected]
Dana Jones is senior vice president and chief marketing
officer for Sabre Airline Solutions®.
A seasoned product, marketing and operations software
executive with over 17 years of experience building
successful technology businesses, Dana joined Sabre
Airline Solutions in 2012 and leads the Marketing and
Solutions Management organization.
Since joining Sabre Airline Solutions, Jones has
been leading the long-term business strategy and
solution portfolio direction for the company, including
investment and go-to-market planning and execution.
Jones has also instituted a shift to becoming a more
market-driven organization.
Previously, Jones was a co-founder and the executive
vice president of product, sales and operations at
Noesis Energy, a venture-backed on-line analytics
company in the energy management space. She also
served as the vice president of products at Vignette,
where she was responsible for the company’s product
strategy and go-to-market execution. In addition to
releasing a number of innovative new products, Jones
Prior to her time at Vignette, Jones spent six years with
Reynolds and Reynolds, where she held several key
leadership roles in business unit management, product
management & development, delivery operations,
customer care, and strategic planning. She drove
consecutive years of profitable double digit growth,
contributing substantially to a lucrative sale of the
company in 2006.
Before joining Reynolds and Reynolds, Jones held
various leadership roles at CoreComm Ltd., a startup telecommunications and web services company
that grew to more than $250 million in revenue in less
than 5 years. She started her career as a management
consultant with A.T. Kearney focusing on strategic
sourcing and supply chain optimization initiatives for
Fortune 500 companies.
Jones graduated Summa Cum Laude and holds a
bachelor’s of science degree in industrial and operations
engineering from the University of Michigan.
Jones enjoys spending time with her husband and
two girls.
< SEATING CHART
< PARTICIPANTS
Hugh Jones
President
[email protected]
As president of Sabre Airline Solutions®, Hugh Jones
oversees the world’s leading provider of technology
solutions to the air transportation industry.
A 26-year veteran of the travel industry, Jones’ diverse
experience at Sabre® has equipped him to lead Sabre
Airline Solutions’ through a period of dynamic growth.
Under his guidance, the business has achieved earnings
growth in excess of 45 percent since 2011. To harness
this momentum he has led the company through
a strategic transformation, structuring the business
for scalability.
Prior to his role at Sabre Airline Solutions, Jones served
as the president and CEO of Travelocity® Global. In
this position he was responsible for a portfolio of online
travel businesses, including Travelocity, lastminute.
com and ZUJI. During his tenure, the business entered
new areas including media, Travelocity Partner Network
and international. He also oversaw the rollout of the
organization’s global hotel distribution platform and
international shopping platform.
Prior to that, Jones held a number of executive
positions at Sabre focusing on airline supplier initiatives
and global customer support. Jones also led Sabre
Travel Network in North America, and served as senior
vice president and controller for Sabre.
Jones began his career in travel with American Airlines
in 1988 where he held a variety of finance positions.
Jones currently sits on the board for Sabre Foundation,
guiding the charitable contributions of the company. He
has previously sat on boards for Sabre de Mexico and
Sabre Middle East Board.
He earned a master’s degree in business administration
from Southern Methodist University and a bachelor’s
degree in geology from the University of Wisconsin.
A big sports enthusiast, Jones is a diehard Green Bay
Packers football fan and follows baseball and cricket. He
is an avid skier and especially enjoys the slopes of Park
City, Utah, with his wife and two daughters.
< SEATING CHART
< PARTICIPANTS
Curtis Kopf
Vice President
Customer Innovation
Alaska Airlines
[email protected]
Curtis Kopf has been enmeshed in technology and
innovation for the past two decades. As the vice
president of customer innovation at Alaska Airlines,
Curtis oversees the airline’s efforts to become the
easiest airline to fly.
Since joining Alaska, Curtis and the innovation team have
dedicated thousands of hours to reducing the pain points
of air travel. Alaska’s mobile apps have consistently led
the industry in customer satisfaction and, earlier this
year, Alaska was the first airline in the nation to allow
travelers to print their bag tags from home, which helps
expedite the check-in process. Curtis’s team is exploring
everything from biometrics to the use of beacons to
make the travel experience easier.
Prior to joining Alaska, Curtis spent five years at
Microsoft in its Windows, Corporate Communications
and Retail groups. His career in technology also includes
six years at Amazon.com, where he obsessed about
customers and built innovative digital businesses.
Curtis received his Bachelor’s degree from Brown
University and a Master’s degree from Johns Hopkins
University. He lives in Seattle with his wife Abbe and
two teenage children.
< SEATING CHART
< PARTICIPANTS
Sanjay Nanda
Senior Vice President, Client
Development and Consulting
[email protected]
Sanjay Nanda is Senior Vice President and Chief Client
Development Officer for Sabre Airline Solutions®
In this role, he is responsible for driving growth through
strategic client development. He also leads the Sabre
Airline Solutions consulting organization that helps
clients, around the world, improve their performance on
commercial, operational and service dimensions.
Previously Sanjay was Senior Vice President for Delivery,
Customer Care and Consulting at Sabre Airline Solutions.
Sanjay has more than 20 years of experience, having
worked across topics of operations, strategy, planning,
revenue and pricing and technology. His passion is
transforming, building and growing businesses.
Prior to joining Sabre, Sanjay spent 8 years between
McKinsey & Company and the Boston Consulting
Group, two top-tier management consulting firms. He
also worked at Delta Air Lines supporting the executive
team on several strategic initiatives. He has spoken at
industry forums on airlines, marketing and IT.
Sanjay has a master’s degree in Operations Research
from the University of North Carolina at Chapel Hill
and a bachelor’s degree in Mathematics, magna cum
laude, from Berea College. He enjoys playing sports,
particularly soccer, basketball, squash and cricket. His
other interests include films, theater, investing, scuba,
world music and supporting non-profits focused on
educating underprivileged children.
< SEATING CHART
< PARTICIPANTS
Bill Nunan
Senior Vice President,
Delivery & Care
[email protected]
Bill Nunan is Senior Vice President of Delivery and
Customer Care for Sabre Airline Solutions®.
A seasoned executive with more than 20 years of
experience leading successful technology businesses,
Nunan currently leads the global Delivery and Customer
Care organizations with responsibility for implementing
and supporting Airline Solutions’ broad portfolio of
software products. Prior to his current role, he led the
Airline Solutions Strategy and Planning Team.
Before joining Sabre®, Nunan had his own business
serving early stage technology companies in a variety
of capacities including strategic business development,
assisting with fundraising activities, and serving in
operating leadership roles.
Nunan served as the Senior Vice President of
Operations at vAuto, a company providing pricing
optimization software to automotive retailers. In this
role he was responsible for developing the organization
and implementing best practices across the solution
delivery, customer support and training teams in
support of the company’s rapid growth.
Prior to vAuto, Nunan spent 6 years at The Reynolds
and Reynolds Company, a publically traded $1B
provider of software and services to the automotive
retail industry, where he held several key leadership
roles including Vice President of Operations for the
international business unit and Vice President of
Strategy and Corporate Development.
Nunan also led Strategy and Corporate Development
at J.D. Power and Associates, Inc., built and led
the eCommerce division at CoreComm, Ltd, was a
member of the finance team at the Ford Motor
Company and served in the US Navy as a nuclear
trained submarine officer.
Nunan holds an MBA in Finance from Michigan
State University, a Master of Science in Structural
Engineering from the University of Michigan, and
a Bachelor of Science in Civil Engineering from the
University of Maine.
< SEATING CHART
< PARTICIPANTS
Vice President,
Information Technology
Ethiopian Airlines
[email protected]
I am Vice President IT and started my career with
my first employer Ethiopian Airlines in January 1977
working in Revenue Accounting department for 7 years.
Then, joined the Information Technology Division and
worked as a computer programmer for 6 years.
Returning to the Finance division I worked in the
capacity of Supervisor and Manager in the Passenger
and Cargo Revenue Accounting Department. In the
year 1989, I was assigned as a project manager to
work in the system wide IT upgrade project to manage
the implementation of financial and HR systems. After
I completed the project, beginning 1998, I worked in
the positions of division manager and director in the
IT division. Over all, I worked in Ethiopian Airlines that
started its operation in 1946 for 32 years (almost half
of my airlines age).
< SEATING CHART
< PARTICIPANTS
Kerry Philipovitch
Customer Experience
American Airlines
[email protected]
Kerry Philipovitch was named Senior Vice President,
Customer Experience in December 2013. She is
responsible for coordinating the overall customer
experience including Reservations, Airports in the
domestic U.S., all of Customer Planning, Premium
Services, Customer Relations and Central Baggage
Service. Philipovitch, who changed her name from
Hester following her November 2013 marriage, comes
to us most recently from a similar role as US Airways’
Senior Vice President, Customer Experience.
Prior to joining US Airways in 2007, Philipovitch
served in various management roles in revenue
management, schedule/network planning, airport
customer service and reservations during her eleven
years at Northwest Airlines.
In 2011, Profiles in Diversity Journal named Philipovitch
as a “Woman Worth Watching”, an award that
acknowledged her accomplishments in the airline
industry. In 2012, the Phoenix Business Journal selected
Philipovitch as one of the most influential business
leaders in the Phoenix area for her leadership role at US
Airways and for her work with community organizations.
Philipovitch graduated with a Bachelor of Arts in
economics from Tulane University and she received her
Master of Business Administration from the Stephen M.
Ross School of Business at the University of Michigan.
< SEATING CHART
< PARTICIPANTS
Matt Ploszaj
Managing Director,
Information Technology
Envoy Air
[email protected]
Matthew Ploszaj, a long time American Airlines
executive, is currently Vice President at American
Eagle Airlines and Managing Director of Information
Technology at American Airlines. In his role, Ploszaj
has responsibility for various technology portfolios
at both American Eagle and American. At American
Eagle he oversees all aspects of technology at the
regional airline. And at American he is responsible
for supporting technology for various departments
including Purchasing, Corporate Development and
Finance. Previous to that role he was Managing
Director Information Technology supporting Finance
and Human Resources.
Ploszaj started his career with American Airlines in 1984
in Chicago, Illinois. He held a series of management
positions at American Airlines in Information
Technology, Field Services, Finance and Human
Resources. In addition he has held key management
positions at American Airlines’ subsidiaries, including
Sabre and AMR Global Services.
< SEATING CHART
< PARTICIPANTS
Surj Ramlogan
Airline Solutions Development
Sabre Inc.
[email protected]
Surj has worldwide responsibility for the design and
development of software solutions for the Airline
Solutions portfolio, which includes SabreSonic®
Customer Sales and Service, Sabre AirCentre®
Enterprise Operations and Sabre AirVision® Marketing
and Planning. Surj joined Sabre in September 2014,
bringing 25 years of experience in commercial software,
technology and systems development in the healthcare
IT, business-to-business and consumer spaces.
Before he joined Sabre, Surj was senior vice president
of Software & Solution Development at Allscripts,
with responsibility for new-growth product strategy
and direction, product management and software
engineering. Surj holds a Bachelor of Science degree in
electrical engineering from Northrup University.
< SEATING CHART
< PARTICIPANTS
Eash holds a Master’s Degree in Transportation
Management from the State University of New York—
Maritime College.
Eash Sundaram
JetBlue Airways
[email protected]
Eash Sundaram joined JetBlue on March 2012 as its
Chief Information Officer. Eash is responsible for creating
and executing IT solutions that align with our business,
providing consistent service, and maximizing efficiency.
Prior to JetBlue, Eash worked at Port Washington, New
York-based Pall Corporation — a global business in the
diverse field of filtration, separations and purifications.
At Pall, Eash most recently served as Senior Vice
President and Chief Information Officer. Before joining
Pall, he served in a variety of management positions with
increasing responsibilities in Information Technology and
Supply Chain with PSS World Medical, i2 Technologies,
ALK Technologies & the Sea Horse Group.
Eash has extensive experience in the transportation
industry and is already familiar with the operations
of the Port Authority of New York and New Jersey,
our landlord at JFK, LGA, EWR and SWF. Early in his
career, he was involved in research and development
of efficient intermodal operations of container terminals
for the Port Authority as part of the State University of
New York’s University Transportation Research Center.
< SEATING CHART
< PARTICIPANTS
Peter Wiesner
Network Management
Bangkok Airways
[email protected]
Mr. Peter Wiesner has a long experience in the airline
industry. He worked in various management functions
in his more than 30 years with Swissair. He has worked
in 10 different countries and on four continents. In
May 2000, he was asked to work for Bangkok Airways
as a vice president of Marketing, after his retirement
from Swiss Air.
At Bangkok Airways, Peter has contributed his
extensive airline marketing knowledge and experience
to establish a number of marketing strategies, in
particular setting up the Pricing organization, which
plays a major role in implementing and developing
e-ticket distribution channels with all available GDS’.
In the beginning 2010, Peter was promoted
to senior vice president of Network Management
which includes network planning, code share and
alliances, traffic and schedule planning, market
research, product management, tariff and pricing,
and revenue management.
< SEATING CHART
< PARTICIPANTS
Rocky Wiggins
Executive Vice President & CIO
WestJet Airlines
[email protected]
”I have watched the WestJet story unfold with great
interest and I am eager to be a part of this great culture
and the many growth opportunities on the horizon. Our
team will look for innovative ideas and solutions that IT
can bring to the table to improve the mission of each
department. I am a strong believer in avoiding becoming
the “IT of no”. Our peers at WestJet should see IT as a
partner to work with to help improve a process, answer
a question, or deliver a solution.”
Rocky Wiggins joined WestJet as Executive VicePresident and Chief Information Officer (CIO) on June 2,
2014. Rocky is responsible for the overarching strategy
of WestJet’s IT programs and the team’s continuing
effort to support both external guest experience and
internal productivity. His mission is to ensure WestJet’s
IT process and team achieves operational excellence
that supports WestJet’s rapid growth.
Rocky comes to WestJet with 35 years of experience
in the travel industry where he has worked to
become a leader in technology innovation. Rocky
has experience developing high volume commercial
websites and transaction systems; automating
guest support through kiosk and voice recognition
applications; as well as a range of infrastructure
projects that have aided operations, revenue, planning
and human resources departments.
Rocky’s previous position was CIO of Sun Country
Airlines in Minnesota. Before that he was Senior VicePresident and CIO of AirTran Airways. His career in
the airline industry began with 20 years spent at US
Airways where he served in a number of management
and director positions. Rocky also spent time working
at Sabre Airline Solutions, the company that developed
WestJet’s airline platform.
Rocky studied physics at Guilford University,
engineering at Western Kentucky University and has a
Masters of Business Administration from Wake Forest
University. Rocky originally hails from Owensboro,
Kentucky and relocated to Calgary from Georgia with
his wife, Kathleen. He has four children and enjoys
fishing and woodworking. Rocky and his wife are
looking forward to visiting the many beautiful places in
Canada that they haven’t been to yet.
< SEATING CHART
< PARTICIPANTS
Lalita Ponnekanti
Director Business Operations (MSM)
[email protected]
Lalita is Director of Business Operations for the Marketing
& Solutions Management organization. She is a versatile
leader with over 15 years of operations, sales & marketing,
communications, strategy, and finance experience.
In her current role, she acts as chief of staff to the
CMO and senior marketing and solutions management
team. She enables thought leadership through
content management and customer engagement
for the Executive Advisory Board; drives employee
engagement and executive communications; and
manages operational planning leveraging business
metrics and financial reviews. She leads a matrix
and cross-functional team to ensure alignment and
consistency across the portfolio.
Previously, Ponnekanti was a senior Chemical Engineer
at ALZA Corporation (now part of Johnson & Johnson
Medical). She led a team that focused on quality control,
process improvements, and aseptic manufacturing
in alignment with FDA guidelines. This resulted in a
successful product launch for an implantable medical
device for the treatment of prostate cancer.
ATTENDEE PROFILE
Before joining ALZA, Ponnekanti was a Technical Sales
Specialist for Rochester Midland, a chemical water
treatment company in Toronto, Canada. She managed
a customer base while also instituting best practices
in the laboratory and acting as the liaison for Food and
Agriculture Canada.
Ponnekanti earned a bachelor’s degree in Chemical
Engineering at the University of Toronto in Canada.
She also completed a master’s degree in Business
Administration from Southern Methodist University
in Dallas.
Ponnekanti enjoys travel, cooking, and watching movies.
She most enjoys spending time with her husband, two
children, and extended family.
< PARTICIPANTS
Kamal Qatato
Vice President,
Sabre® AirCentre™ Operations
[email protected]
Kamal Qatato is an executive leader with over 24 years
of experience building and leading technology solutions
and teams that service the travel and transportation
industry. He has held a multitude of executive positions
across Product Management, Marketing, Solutions
Delivery, Sales & Account Management, Operations,
and Software Development. He currently leads the
Sabre AirCentre® Enterprise Operations line of business
at Sabre Airline Solutions®.
Previously, Qatato held the position of Vice President,
Strategic Programs at Sabre Airline Solutions and
oversaw the delivery and IT/business transformation
of Etihad Airways’ reservations, commercial, and
operations systems. Etihad is a $6B company and the
world’s fastest growing airline. The migration of Etihad
off of their existing systems platforms spanned 15
months and required over 350,000 man hours of effort.
Qatato was also Regional Vice President & General
Manager of Sales and Account Management (Latin
America and Caribbean). Areas of responsibility
included commercial direction and delivery of both
ATTENDEE PROFILE
decision support systems sales and airline distribution
channel sales for Sabre Airline Solutions and Sabre
Travel Network.
Prior to that, Qatato spent three years in Uruguay
opening and growing Sabre’s Global Customer Support
Centre to over 800+ customer support professionals.
This office serviced a global customer base of over
100,000 travel agencies and 250 airline customers for
Sabre Airline Solutions and Sabre Travel Networks.
Qatato earned a bachelor’s degree in Business
Administration with a concentration in Management
of Information Sciences from the University of Texas
at Austin. He also completed a master’s degree
in Business Administration with a concentration in
Strategic Business Development and Finance from the
University of Texas at Dallas.
He has a well-worn passport which attests to his belief
that business is grown through relationships and not
contracts. His favorite trip is always the one back home
to his wife and two daughters.
< PARTICIPANTS
Michael Reyes
Director, SabreSonic® CSS
[email protected]
Michael Reyes is responsible for the SabreSonic CSS
Customer Centricity strategy, driving personalization
capabilities across the portfolio. Michael brings over 10
years’ experience working in the airline industry, and is
responsible for the P&L, product strategy, management
and marketing for several solutions in the SabreSonic
CSS suite, also including Loyalty redemption and Data
& Analytics.
Having originally joined Sabre as a member of the
Pricing & Revenue Management consulting team,
Michael worked onsite with airline P&RM departments
to set strategy, execute seat and ancillary pricing and
inventory actions, define consumer demand seasonality
patterns, design organization structures, and implement
industry best practices.
Michael received his Masters in Transportation from
the Massachusetts Institute of Technology, studying
Operations Research, airline network planning, and
Revenue Management; Michael also holds a Bachelors
in Engineering from the University of Texas at Austin.
ATTENDEE PROFILE
< PARTICIPANTS
Darren Rickey
Vice President, Sabre® AirVision™
Marketing and Planning
[email protected]
Darren Rickey, vice president of Sabre® AirVision™
marketing and planning, comes from Melbourne,
Australia and has an undergraduate degree with honors
in Applied Physics from the Royal Melbourne Institute
of Technology.
In 1989 he joined Ansett Australia Airlines in the
reservations department, moved to the newly formed
revenue management department and later managed
the revenue management & promotional pricing
department domestic and international markets.
In 2000, Darren joined the Sabre Airline Solutions® in
Hong Kong. After spending three years in Asia, Darren
and his family moved to Dallas, Texas where he joined
the revenue management product group. After leading
the Marketing & Planning delivery organization he
became vice president of Sabre AirVision® marketing
& planning, an area that manages airline commercial
planning products such as planning and scheduling,
pricing and revenue management, sales and revenue
analysis and onboard catering and provisioning. Darren
is also responsible for the marketing and solutions
management function for Sabre Intelligence Exchange.
ATTENDEE PROFILE
A D V ISORY BOA RD C H A RTER
< TABLE OF CONTENTS
ADVISORY BOARD CHARTER
SABRE AIRLINE SOLUTIONS®
EXECUTIVE ADVISORY BOARD CHARTER
MARCH 2015
TABLE OF CONTENTS
Executive Advisory Board Purpose...........................................................................................................................1
Membership.............................................................................................................................................................2
Executive Advisory Board Meetings.........................................................................................................................2
Agenda Topics..........................................................................................................................................................3
Airline Executive Advisory Board Members..............................................................................................................4
Sabre Airline Solutions Executive Advisory Board Members....................................................................................4
Note: Airline Solutions reserves the right to change the Executive Advisory Board Charter to best suit business
needs without prior notice.
EXECUTIVE ADVISORY BOARD PURPOSE
The Sabre Airline Solutions® Executive Advisory Board brings together airline executive thought leaders to discuss
industry trends, understand common market problems and how technology plays a role, and increase collaborative
planning. The Board is a non-legal entity that provides guidance and input, as permitted by law, to Airline Solutions.
The board is also an executive networking opportunity for a select group of IT leaders across our customer base,
representing different types of business models and regions.
During the meetings participants may:
• Review and discuss market problems and industry trends at a global, regional, or local level.
• Provide input, direction and guidance for the Airline Solutions strategy, roadmaps, and ideation and innovation.
• Share perspectives, knowledge and mutual expertise on the airline business.
• Understand how emerging technologies can be applied in the airline space.
• Assist with the evolution of our governance programs.
1
< TABLE OF CONTENTS
MEMBERSHIP
The Airline Solutions Executive Advisory Board members:
• Consists of up to 25 individuals from airlines around the globe as well as Airline Solutions executives.
• Are recommended by Airline Solutions to participate with a personal invitation.
• Are requested to serve a two-year term and represent their airline or company.
• Hold roles such as chief information officers, senior vice presidents or the equivalent and are responsible
for managing airline technology. Sabre members are senior executives or company directors responsible for
managing solutions, technology and marketing.
• Participate as a voluntary opportunity with the chance to collaborate with leaders in the airline industry.
• Are requested to hold all material and discussions in strict confidence. Non-disclosure agreements can be signed
if necessary.
EXECUTIVE ADVISORY BOARD MEETINGS
The Airline Solutions Executive Advisory Board meets in person twice each year. The April/May meeting is held
outside the USA. The September/October meeting is held in Dallas, Texas, USA. The meeting typically lasts one
and one half to two days with networking activities incorporated in the agenda.
The dates and locations of subsequent meetings will be discussed and agreed upon by the Board.
Airline Solutions will make the venue arrangements, organize the meetings and will pay for hotel and groundrelated expenses for each board meeting. Airline members are responsible for their transportation to and from the
meeting city.
2
< TABLE OF CONTENTS
AGENDA TOPICS
The agenda will include topics suggested by Executive Advisory Board members and Airline Solutions and will be
designed to stimulate collaborative discussion.
Agendas, presentations, photos and other follow up information will be posted on the Sabre® Community Portal.
Potential agenda items:
•M
arket problems affecting an airline or region and whether adequate solutions are available to help airlines face
the challenge posed by those issues, such as:
•A
irline retailing
•C
ustomer centricity
•D
ata, analytics, big data, business intelligence
•O
perations efficiencies, managing fuel costs
•C
ompliance with industry and government mandates
•E
mergence of new airlines, alliances and partnerships
•C
onvergence of business models
•G
overnment policies and actions
•A
reas related to airlines’ relationship with Sabre Airline Solutions:
•C
ustomer engagement
•S
ystem security and stability, disaster recovery
• Innovation
•S
upport, documentation and help desk
•R
elease management
•P
roduct road maps
•A
rchitecture and platforms
•M
ethodologies; development, usability, operations research and testing
•A
irline Solutions’ messaging and communication with customers
3
< TABLE OF CONTENTS
AIRLINE EXECUTIVE ADVISORY BOARD MEMBERS
Representative
Title Mr. Peter Wiesner
Senior Vice President Network Management
Mr. Raj Sivakumar
Vice President Revenue Management
Mr. Lawrie Turner Chief Information Officer
Mr. Kyoshi Ishizeki
Mr. Kirill Bogdanov Chief Information Officer Mr. Kemeredin Bedru
Vice President Information Technology
Mr. Rob Webb
CIO – EY Family
Mr. Sourav Sinha
Chief Officer Information Technology
Mr. Zamil Alossaimi
Mr. Jaime Pocasangre
Mr. Stuart Cochrane
Executive Manager Business Processes
Mr. Martin Balzamo
Mr. Benjamin Hernandez
Mrs. Denise Ciavatta
Deputy CIO
Mr. Curtis Kopf
Vice President Customer Innovation Ms. Kerry Philipovitch
Senior Vice President, Customer Experience
Mr. Matthew Ploszaj
Managing Director Information Technology
Mr. Ron Anderson-Lehman SVP and Chief Information Officer
Mr. Eash Sundaram
Mr. Dean Cookson
Vice President & Chief Information Officer
Mr. Rocky Wiggins
Executive VP & Chief Information Officer
Airline
Bangkok Airways
Jet Airways
Virgin Australia
Japan Airlines
Aeroflot Russian Airlines
Ethiopian Airlines
Etihad Airways
Oman Air
Saudia Arabian Airlines
Air Berlin
Comair Ltd
Aerolineas Argentinas AeroMexico
LATAM Alaska Airlines
American Airlines
Envoy Air
Hawaiian Airlines
JetBlue Airways
Virgin America
West Jet
SABRE AIRLINE SOLUTIONS EXECUTIVE ADVISORY BOARD MEMBERS
RepresentativeTitle
Mr. Greg Gilchrist
Senior Vice President and Chief Customer Officer
Ms. Dana Jones
Senior Vice President and Chief Marketing Officer
Mr. Bill Nunan
Senior Vice President Delivery and Care
Mr. Sanjay Nanda
Senior Vice President and Chief Client Development Officer
Mr. Surj Ramlogan
Senior Vice President Airline Solutions Product Development
Mr. Hugh Jones
President, Sabre Airline Solutions
4
Region
APAC
APAC
APAC
APAC
EMEA
EMEA
EMEA
EMEA
EMEA
EMEA
EMEA
LA/C
LA/C
LA/C
NA
NA
NA
NA
NA
NA
NA
LEISURE ACTIVITIES
LEISURE ACTIVITIES
< BUSINESS SESSION
LEISURE ACTIVITIES
< TABLE OF CONTENTS
HELICOPTER FLIGHTSEE
HANA HALEAKAL
Tuesday, March 24
07:30
07:30 – Depart from Hotel
09:00 – Flight
Tuesday, March 24
08:30
10:00 – Flight
Wednesday, March 25
08:30
10:00 – Flight
The aerial views of Haleakala and Hana seen in this flight will
take your breath away! As two of the most popular points of
interest on the island of Maui, Haleakala and Hana are both
unique and special in their own way. Soar above Haleakala
Crater, the Seven Pools of Hana, and the lush rainforest of
Hana Valley. This is sure to be an unforgettable experience.
Included Elements
• Exclusive round trip transfers via high quality,
air-conditioned vehicles
• Exclusive ECO Star Helicopter Charter (6 per helicopter)
Important Information
• Wear comfortable clothing and bring a camera
LEISURE ACTIVITIES
< TABLE OF CONTENTS
WHALE WATCH CRUISE
ON ALII NUI
Thursday, March 26
13:00 – 16:30
13:30 – Check In
14:00 – 2-hour Excursion
16:30 – Arrive at Hotel
Sail along the shores of Maui aboard the Alii Nui catamaran.
Also known as the Mercedes of the sea. Enjoy the Pacific
Humpback Whales that migrate to the warm water off
the coast of Maui. Between the months of December to
April, these giants are known to awe spectators with their
spectacular breaching and tail slapping!
• Bring a towel (if you would like one), light jacket, sunglasses,
hat, and waterproof camera
• Towels must be arranged directly through the hotel
• Please bring photo ID (Maui liquor law does require everyone
to have an ID with them in order to consume alcohol)
LEISURE ACTIVITIES
< TABLE OF CONTENTS
DUNE BUGGY ADVENTURE
Wednesday, March 25
Thursday, March 26
06:45 – 11:15
06:45 – 11:15
07:30 – Check In
08:00 – 2.5-hour ATV Only
10:30 – Depart Activity
11:30 – Arrival at Hotel
This 2-hour dune buggy tour is a unique experience like
no other in the country! Enjoy a ride through an active
cattle pasture on private dirt roads and trails inaccessible
to the general public. Experience the unspoiled West
Maui Mountains with breathtaking views of Lahaina Town,
Ka’anapali, Lanai and Molokai. Drive up to “The Garden”
where a lookout has been built into Kahoma Valley, where
the views will take your breath away! Enjoy drinks, granola
bars, and fresh fruit while relaxing at picnic tables. Have fun,
and enjoy the mountains on this ultimate off-road adventure!
Included Elements
• Roundtrip Transportation
• Exclusive 2-hour ATV guided adventure (2 people per dune
buggy) with waterslide stop
• Safety briefing and equipment orientation with experienced
and professional guides
• Use of eye protection and helmets
• Light snack and refreshments to include granola/energy bars,
fruit, and beverage.
• Refresher Towels
Note: This is an activity where you will get very dirty from the
local red clay. You will want to wear old shoes, t-shirts and
bathing suits as they will get very dirty and dusty.
• Wear swimsuit under long pants, shirt, closed-toed shoes/
boots, and sunscreen
• Bring a towel and change of clothes
• Must be moderately fit without physical challenges.
Maximum weight per dune buggy is 500 lbs. Not for
pregnant women or people with heart/back/neck problems
LEISURE ACTIVITIES
< TABLE OF CONTENTS
KAYAK SNORKELING FROM MAKENA
Thursday, March 26
07:00 – 10:15
07:15 – Check In
07:30 – 2.5-hour Kayak Adventure
10:15 – Arrive at Hotel
Experience the wildlife and scenery of Maui’s south shore
from the seat of kayak!Your CPR certified and licensed kayak
guide will take you on an enjoyable paddle through Makena
Bay and along its coastline with a view of Molokini atoll and
Haleakala Volcano.
Along the way, you will have many opportunities to snorkel as
you venture to Turtle Town, inhabited by numerous green sea
turtles and other marine life.
Included Elements
• Exclusive round trip transfers via high quality,
air-conditioned vehicles
• Exclusive use of 1-person and 2-person kayaks for
2.5 hours with experience kayak guide(s)
• Top quality snorkeling equipment and life jackets
with instruction by guide(s)
• Light refreshments distributed while out on water
during kayak adventure !Use of small dry bag to hold
wallet and keys!
• Wear a swimsuit under shorts, t-shirt, sunscreen, and reef
walkers or sports sandals
• Bring a towel, sunglasses, hat, and waterproof camera
• Must be moderately fit without physical challenges
• Not for pregnant women, beginning swimmers, those with
back/neck problems, or recent surgery patients
• Shoe sizes will be needed in advance to properly fit
participants with fins
< TABLE OF CONTENTS
FOUR SEASONS SPA
• 50 Minute Results HydraFacial
H
ydrabermabrasion procedure that combines cleansing,
exfoliation and painless vortex extraction while infusing
hydration, antioxidants and peptides simultaneously and
includes LED light therapy, which is excellent for anti-aging.
• 50 Minute Lomi Mohala Massage
A
n exclusive herbal oil blend melts away tension in this
ancient technique, which utilizes rhythmic forearms strokes,
allowing you to experience the expansive feeling of mohala
(opening).
• 50 Minute Lomi Pohaku Massage
Heated stones are incorporated into the traditional Hawaiian
lomi lomi modality to penetrate and soothe tightened
muscles for an even deeper relaxation of the entire body.
• 50 Minute Traditional Swedish Massage
This classic massage promotes relaxation with gentle,
rolling strokes.
LEISURE ACTIVITIES
< TABLE OF CONTENTS
FOUR SEASONS COMPLIMENTARY
GUEST ACTIVITIES
Complimentary guest activities which you can do at your
leisure and include things such as
Recreation
• Wailea Beach & 3 Outdoor Pools
• The Serenity Pool is an Adult-Only, Infinity-Edge Pool with
Ocean Views, Luxury
• Cabanas & a Swim-Up Bar
• 2 Whirlpools (One for Adults) at the Fountain Pool & 2 at the
Serenity Pool
• Poolside Cabanas, & Umbrellas
• Complimentary Chilled Towels, Ice Water & Evian Spritzes at
Pools & Beach throughout the Day
• Food Amenity Served at the Pools throughout the Day
• The Spa at Four Seasons Resort Maui at Wailea
• Resort Art Collection
Complimentary Activities
• 24-Hour Fitness Center with Daily Classes
• Introductory SCUBA Diving & Snorkeling
• Outrigger Canoe Program
• 2 Lighted Tennis Courts
• Putting Green & Croquet Lawn
• Volleyball on the Beach (Upon Request)
LEISURE ACTIVITIES

Customer Experience Manager

Transcription

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