The Keynote Speaker: Andrew Norcella is United’s Executive Vice President and Chief Commercial Officer. He brings expansive knowledge to this position, having joined the industry over 20 years ago. In his current role, Andrew oversees all aspects of United’s commercial strategies and product design including cargo, United Express, pricing and revenue management, network and commercial strategy, sales, alliances, marketing functions and MileagePlus.

The Master of Ceremonies: Dennis Hazell is the Customer Service Program Manager for Ronald Reagan Washington National Airport (DCA) for the Metropolitan Washington Airports Authority. After spending 15 years directing the customer experience initiatives at Washington Dulles International Airport, he joined the Reagan National team to lead the customer experience efforts there. While he supports the terminal operations, Dennis mainly focuses on the overall customer service experience at DCA.