Tina Flammia

Director, VIP & Global Concierge Service Excellence Air Canada

I have a passion for Customer Service and always have!  From my first job at the age of 12 I knew this was my field of expertise.  Whether I was selling a wine filtering machine, food, kitchen cabinets or airline tickets, I always wanted my customer to have the best experience.  I had a magical connection with people.

I started my career at Air Canada 31 years ago in reservation.  After a few years I transferred to the Airport where I worked all areas including check-in, gates, ticketing, revenue office, training and Concierge.  In 2010 I joined the Management team as VIP & Concierge Service Manager Toronto, then Eastern Canada, North America and now Director, VIP & Global Concierge Service Excellence. 

Over the years we have grown our Concierge team from 113 Concierge in 24 cities to over 350 Concierge in 51 cities using our philosophy, “if it’s possible, consider it done”.  We implemented pillars, service standards and a customer centric mindset focused on creating emotional connections and wowing our customers with golden nuggets.  

Our goal and vision is to be the very best Global Concierge Service!

Check out the incredible speaker line-up to see who will be joining Tina.

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