The presentation will focus on the airport's journey to five stars and the critical role the guest experience program has in our country. LPIA is the main gateway to the islands of The Bahamas and with tourism as our number-one driver, it is imperative that the first and last touchpoint be memorable. We want to be the first airport in the Caribbean with a 5-star Skytrax rating. The presentation will cover the comprehensive steps we are taking in training, airport redevelopment, data-driven insights and ancillary programs to support the overall program, along with lessons learned.

• Transferable lessons and best practices that would help to provide them with practical insights that can be adopted
• Data-driven insights – how this drives continuous improvement and how guest feedback helps to inform our decision-making and fine-tune touchpoints
• To enhance the guest experience you need to focus on the people and their individual stories. It involves listening, introspection and commitment
• The important role airports – and by extension the guest experience – play in a tourism-dependent country
• The important role guest experience has in airport redevelopment and how it should inform any redevelopment at the airport