The “feeling” is at the heart of passenger experience and satisfaction
Watch this exclusive interview with the Chief Customer Experience Officer of San Antonio International Airport, Karen Ellis.
At Passenger Terminal Expo 2023, IAR Editor Holly Miles caught up with Karen Ellis, Chief Customer Experience Officer, San Antonio International Airport (SAN). Together they discussed Karen’s long and distinguished career in airports and what has changed about the passenger experience, her philosophy on customer experience, what the current state of affairs is when it comes to CX at SAN, accessibility, her vision for the future of travel through her airport, and the shift to a more independent passenger post-pandemic, pivoting to new demographics coming through the airport.
Watch this exclusive interview now!