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Disney keynote address confirmed for ACI Customer Experience Global Summit

Attendance boost as travel restrictions between US and Canada are removed

Montreal, 27 July 2021 – As the Canadian government announced it will re-open the international border, Airports Council International (ACI) World has today announced that Walt Disney Imagineering Vice President Luc Mayrand will deliver a keynote at this year’s Customer Experience Global Summit.

The third edition of ACI World’s Customer Experience Global Summit will be held as a hybrid conference at Montreal’s Palais des Congres on 8 and 9 September exploring the theme Gateway to the new travel journey: Share. Rethink. Evolve. The event will comprise physical and virtual elements.

The Canadian government has announced that fully vaccinated citizens and permanent residents from the United States will be allowed to enter the country as of 9 August – with fully vaccinated travellers from other countries allowed to enter in early September – so ACI’s event will be one of the first on the aviation calendar to bring industry leaders together in Montreal to discuss the importance of customer experience.

As Vice President, Creative Portfolio Executive, Hong Kong and Shanghai Disney Resorts, Luc Mayrand will bring a different and valuable perspective to airports as they pursue innovation in customer experience in pursuit of a long term and sustainable recovery.

“As the Canadian borders open, we look forward to welcoming aviation leaders to Montreal for the ACI Customer Experience Global Summit, one of the most important events to return to the industry calendar in 2021,” ACI World Director General Luis Felipe de Oliveira said. “We look forward to welcoming delegates to Montreal and to providing a valuable programme of events including what will be a fascinating keynote address from Disney’s Luc Mayrand.

“During the last 15 months, airports have implemented different health and hygiene measures to foster a recovery in passenger and government confidence in the industry and hosting our first event in Montreal, the global capital of civil aviation, is a good message of support for the restart of the industry.

“As the industry continues to make progress, it will be critical for airports to listen to customers and adapt the experience they offer to changing needs and expectations, so it is the right time to bring the industry together again to discuss and explore this very subject.

“The summit will again this year include celebration of the Airport Service Quality Awards providing an opportunity to pay tribute to those airports that have prioritized customers at a time when meeting their needs and expectations has never been more important.”

ACI’s Airport Service Quality (ASQ) customer experience group provides airports with a 360-degree view of customer experience management with a unique suite of solutions, helping airports worldwide to manage and deliver the best experience for their customers.

Notes for editors

  1. More information on the Customer Experience Global Summit.
  2. Registration information for the Summit.
  3. Stay up to date with COVID-19 developments on ACI World’s dedicated news hub.
  4. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric and environmentally sustainable. As of January 2021, ACI serves 701 members, operating 1933 airports in 183 countries.

Media contact

David Whitely
ACI World
Telephone: +1 514 373 1200