I recently had a wonderful opportunity to participate and present at the annual conference of the Worldwide Airline Customer Relations Association (WACRA) in Helsinki, Finland. WACRA has been convening for seventy years – with the exception of 2001 when the 9/11 terrorist attacks happened. While #WACRA16 was hosted by Finnair, the audience consisted of customer relations and service leaders from almost thirty airlines around the world; Delta, Southwest, Virgin America, Bangkok, Emirates, Qatar, Qantas and Cathay Pacific, just to name a few.

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