Source: ACI

As the Canadian government announced it will re-open the international border, Airports Council International (ACI) World has today announced that Walt Disney Imagineering Vice President Luc Mayrand will deliver a keynote at this year’s Customer Experience Global Summit.


The third edition of ACI World’s Customer Experience Global Summit will be held as a hybrid conference at Montreal’s Palais des Congres on 8 and 9 September exploring the theme Gateway to the new travel journey: Share. Rethink. Evolve. The event will comprise physical and virtual elements.


The Canadian government has announced that fully vaccinated citizens and permanent residents from the United States will be allowed to enter the country as of 9 August – with fully vaccinated travellers from other countries allowed to enter in early September – so ACI’s event will be one of the first on the aviation calendar to bring industry leaders together in Montreal to discuss the importance of customer experience.


As Vice President, Creative Portfolio Executive, Hong Kong and Shanghai Disney Resorts, Luc Mayrand will bring a different and valuable perspective to airports as they pursue innovation in customer experience in pursuit of a long term and sustainable recovery.


“As the Canadian borders open, we look forward to welcoming aviation leaders to Montreal for the ACI Customer Experience Global Summit, one of the most important events to return to the industry calendar in 2021,” ACI World Director General Luis Felipe de Oliveira said. “We look forward to welcoming delegates to Montreal and to providing a valuable programme of events including what will be a fascinating keynote address from Disney’s Luc Mayrand.


“During the last 15 months, airports have implemented different health and hygiene measures to foster a recovery in passenger and government confidence in the industry and hosting our first event in Montreal, the global capital of civil aviation, is a good message of support for the restart of the industry.


“As the industry continues to make progress, it will be critical for airports to listen to customers and adapt the experience they offer to changing needs and expectations, so it is the right time to bring the industry together again to discuss and explore this very subject.


“The summit will again this year include celebration of the Airport Service Quality Awards providing an opportunity to pay tribute to those airports that have prioritised customers at a time when meeting their needs and expectations has never been more important.”


ACI’s Airport Service Quality (ASQ) customer experience group provides airports with a 360-degree view of customer experience management with a unique suite of solutions, helping airports worldwide to manage and deliver the best experience for their customers.