Star Alliance, the global leader in airline alliances, has announced key management appointments to improve its customer experience, digital services, and overall strategic direction.
The focus of these appointments is to deliver a seamless and enhanced experience for passengers using the extensive Star Alliance network, which serves millions of travelers worldwide.
Ambar Franco has been named Vice President, Customer Experience, tasked with overseeing the entire customer journey. Her role includes streamlining the booking process, ensuring smooth experiences at airports, and improving transitions between member airlines. Additionally, Franco will focus on fostering customer loyalty post-travel. Her previous work at the Mandarin Oriental Hotel Group has equipped her with extensive expertise in delivering exceptional customer experiences, making her a perfect fit for this role.
Star Alliance has also appointed Luc Lachoix as Vice President, Digital & Technology. Lachoix is responsible for managing the IT architecture, operations, and security within the Star Alliance ecosystem. His leadership will drive innovations in digital services and support the IT requirements for the alliance’s Customer Experience and Loyalty divisions. Lachoix’s experience, which spans prominent roles at Amadeus and Sabre, makes him well-positioned to strengthen Star Alliance’s technological capabilities.
In the strategic sphere, Renato Ramos has taken on the role of Vice President, Strategy. Ramos will drive Star Alliance’s business planning and cross-functional collaborations, ensuring that the alliance remains aligned with its long-term goals. With a solid aviation background, including previous roles at Avianca and LATAM Airlines, Ramos will be responsible for overseeing major strategic initiatives and further enhancing the alliance’s network.
Leading the people and culture side of the organization, Gayatheri Silvakumer has been appointed as Vice President, People and Culture. Silvakumer is responsible for driving human capital and cultural development across Star Alliance. Her focus will be on talent retention and fostering an organizational culture that supports growth and innovation. Having worked with notable organizations like McCann Worldgroup, Bombardier, and Rolls-Royce, her extensive HR expertise will play a crucial role in shaping Star Alliance’s workforce.
Theo Panagiotoulias, CEO of Star Alliance, expressed his enthusiasm about the new appointments, highlighting the diverse backgrounds and experience that each individual brings to the leadership team. He emphasized the importance of their collective role in fast-tracking the alliance’s mission to deliver seamless customer experiences at critical touchpoints in their travels.
The global travel industry continues to evolve, with increasing emphasis on digital transformation and sustainability. With these new leadership appointments, Star Alliance is well-positioned to enhance its customer service, improve its digital capabilities, and foster long-term loyalty among its millions of passengers. The alliance’s dedication to innovation and a customer-first approach ensures it remains at the forefront of the aviation industry.
