Bluebox’s Kevin Clark is speaking at CAPA’s World Aviation Summit

23rd November, 2022

At CAPA’s upcoming World Aviation Summit & Awards in Gibraltar, Bluebox’s CEO, Kevin Clark, will be participating in a panel entitled: New passenger expectations and overcoming the old pain points. The session will be on Friday 02

As CAPA describes the session:

Passenger expectations have created a competitive aviation landscape where experiences have become key to winning customers. The lure of low fares and brands has been broken as travellers demand more – from the best in-flight experience to the comforts of a private suite.  In the past, a low fare or brand familiarity could almost guarantee loyalty. That is no longer the case and customers are increasingly willing to pay more for the services that are most meaningful for them.

That’s why a great customer experience ranks highly as a brand differentiator, and paying a premium isn’t seen as a deal breaker.

COVID-19 accelerated the industry trends towards digitalisation, self service and customer expectations of being ‘always online’. It also revealed that the pain points around the air travel experience are yet to be relieved. Meanwhile, the biggest pain points post-pandemic – flight delays, cancellations, lost baggage, security and immigration queues – continue to haunt the industry.

How airlines and airports navigate not only the new layers of expectations and requirements, but continue to work to relieve pain points around the passenger journey will be key to their success.


The panel will explore the following questions:

  • How can airlines and airports ‘build back better’ to deliver a better travel experience and meet traveller expectations?

  • How are airlines and airports adapting their offer to meet changing traveller habits and needs?

  • What innovations are the top priority and how has the pandemic helped the digital transition?

  • What innovations are the top priority and how has the pandemic helped the digital transition?

The panel will be moderated by Steven Greenway, President, Pangiam, and joining Kevin in the discussion are:

Tamur Goudarzi Pour, Chief Commercial Officer, Swiss International Air Lines
Marcel de Nooijer, CEO. Transavia
Hugh Aitken. VP, Commercial. Skyscanner Ltd
Luca De Angelis. CEO, HRS Crew & Passenger Solutions, HRS

Click the image below to visit CAPA’s website and register for the event:


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