Customer Experience Manager
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 Wailea Foyer, Four Seasons Resort 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 07:30 – 09:00Breakfast Wailea Foyer, Four Seasons Resort 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 Depart from Four Seasons 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 Depart from Four Seasons Resort Lobby 13:30 – 16:00 Whale Watching Cruise & Lunch Alii Nui Catamaran Private Residence, Makena FRIDAY, MARCH 27 06:30 – 10:30Breakfast 11:45 – 12:00 Cocktail Reception Private Residence, Makena Wailea Foyer, Four Seasons Resort 12:00Departures SEATING CHART PARTICIPANTS > < TABLE OF CONTENTS SEATING CHART Lalita Ponnekanti Greg Gilchrist Sabre Airline Solutions Curtis Kopf Alaska Airlines Hugh Jones Sabre Airline Solutions 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 Sabre Airline Solutions Rocky Wiggins WestJet Airlines Peter Wiesner Bangkok Airways Bill Nunan Sabre Airline Solutions Zamil Alossaimi Saudi Arabia Airlines Sanjay Nanda Sabre Airline Solutions Denise Ciavatta LATAM Airlines Group Matt Ploszaj Envoy Air Guest Presenter PARTICIPANTS < SEATING CHART < TABLE OF CONTENTS BOARD MEMBERS Zamil Alossaimi Chief Information Officer Saudi Arabia Airlines [email protected] Ron Anderson-Lehman Senior Vice President & Chief Information Officer Hawaiian Airlines [email protected] Denise Ciavatta Deputy Chief Information Officer LATAM Airlines Group [email protected] Dean Cookson Vice President & Chief Information Officer Virgin America [email protected] Greg Gilchrist Senior Vice President & Chief Customer Officer Sabre Airline Solutions [email protected] Dana Jones Senior Vice President & Chief Marketing Officer Sabre Airline Solutions PARTICIPANTS Hugh Jones President Sabre Airline Solutions [email protected] Curtis Kopf Vice President Customer Innovation Alaska Airlines [email protected] Sanjay Nanda Senior Vice President, Client Development and Consulting Sabre Airline Solutions [email protected] Bill Nunan Senior Vice President, Delivery & Care Sabre Airline Solutions [email protected] Kemeredin Bedru Omer 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 Chief Information Officer 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) Sabre Airline Solutions [email protected] Kamal Qatato Vice President, Sabre® AirCentre™ Operations Sabre Airline Solutions [email protected] Michael Reyes Director, SabreSonic® CSS Sabre Airline Solutions [email protected] Darren Rickey Vice President, Sabre® AirVision™ Marketing and Planning Sabre Airline Solutions [email protected] LE A DING INNO VATION & GRO W TH < TABLE OF CONTENTS 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 Customer Experience Manager 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 < TABLE OF CONTENTS 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 Intelligence Exchange 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 < TABLE OF CONTENTS Acted On Your Input… …And Went Farther Market-driven roadmaps Innovation Expanded functionality to enhance user experience Enhanced Solutions Customer Experience Manager 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 Customer Experience Manager 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 < TABLE OF CONTENTS 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 < TABLE OF CONTENTS 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 Intelligence Exchange 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. Intelligence Exchange 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 < TABLE OF CONTENTS 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 < TABLE OF CONTENTS 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 Chief Information Officer Saudi Arabia Airlines [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 BOARD MEMBER PROFILE Ron Anderson-Lehman Senior Vice President & Chief Information Officer 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 BOARD MEMBER PROFILE Denise Ciavatta Deputy Chief Information Officer LATAM Airlines Group [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 BOARD MEMBER PROFILE Dean Cookson Vice President & Chief Information Officer 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 BOARD MEMBER PROFILE Greg Gilchrist Senior Vice President & Chief Customer Officer Sabre Airline Solutions [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 BOARD MEMBER PROFILE also spearheaded the turnaround of the core business, ultimately resulting in a successful sale to Open Text. Dana Jones Senior Vice President & Chief Marketing Officer Sabre Airline Solutions [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 BOARD MEMBER PROFILE Hugh Jones President Sabre Airline Solutions [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 BOARD MEMBER PROFILE 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 BOARD MEMBER PROFILE Sanjay Nanda Senior Vice President, Client Development and Consulting Sabre Airline Solutions [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 BOARD MEMBER PROFILE Bill Nunan Senior Vice President, Delivery & Care Sabre Airline Solutions [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 BOARD MEMBER PROFILE Kemeredin Bedru Omer 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 BOARD MEMBER PROFILE Kerry Philipovitch Senior Vice President, 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 BOARD MEMBER PROFILE 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 BOARD MEMBER PROFILE Surj Ramlogan Senior Vice President, 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 BOARD MEMBER PROFILE Eash holds a Master’s Degree in Transportation Management from the State University of New York— Maritime College. Eash Sundaram Chief Information Officer 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 BOARD MEMBER PROFILE Peter Wiesner Senior Vice President, 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 BOARD MEMBER PROFILE 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) Sabre Airline Solutions [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 Sabre Airline Solutions [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 Sabre Airline Solutions [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 Sabre Airline Solutions [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 ADVISORY BOARD CHARTER 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 ADVISORY BOARD CHARTER 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 ADVISORY BOARD CHARTER 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 Chief Information Officer 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 Chief Information Officer Mr. Jaime Pocasangre Chief Information Officer Mr. Stuart Cochrane Executive Manager Business Processes Mr. Martin Balzamo Chief Information Officer Mr. Benjamin Hernandez Chief Information Officer 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 Chief Information Officer 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 08:30 – Depart from Hotel 10:00 – Flight Wednesday, March 25 08:30 08:30 – Depart from Hotel 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 13:00 – Depart from Hotel 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! Important Information • 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 06:45 – Depart from Hotel 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. Important Information • 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 07:00 – Depart from Hotel 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! Important Information • 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
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