Last week, we published our conversation with Ole Orvér, CEO of oneworld, who said that one of his strategic priorities for the alliance was consistency.
Chris Gilliland, oneworld’s Director of Airport Experience, is key to achieving this aim. He’s responsible for how oneworld shows up across their global hubs, creating more seamless, personalised travel experiences.
We want to make sure that the information we provide to you is specific and tailored to where you are in the world.
It’s an intricate network to manage, with 16 member airlines flying non-stop around the world and disruptions becoming more frequent. But Gilliland believes that ‘the real value of the alliance is when something goes wrong’:
We want to make sure that we have all the processes, standards, and technology in the background so our customers are handled effortlessly from one flight to another.
Gilliland says attending Aviation Festival Americas was ‘really rewarding’. oneworld served as Official Alliance Partner of the event, giving the team a chance to connect with colleagues, airlines, startups and local government to explore new solutions.
The opportunity to collaborate is especially important in the current operating environment. With IROPs increasingly becoming the new normal, Gilliland says wider data sharing is paramount to improving the customer experience:
Once we’re all sharing information, we’re all kind of singing from the same page, that single source of truth, so that when if disruptions or something goes wrong, we’re not fighting over data.
🎥 Watch the video to get the full interview with Chris Gilliland.
Questions asked include:
- How does your work with airports support oneworld’s overall proposition?
- What does the ideal airport experience look like? What are you striving to create for oneworld customers?
- Which kind of technology or strategy do you think will be key in realising this ideal in the coming years?
oneworld served as Official Alliance Partner of Aviation Festival Americas 2026.
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