Consultancy Services
Having flown with over 127 airlines worldwide, across cabins ranging from Economy to the most exclusive First Class suites, I bring an independent, passenger-focused perspective to help airlines and aviation brands enhance their onboard and ground experiences. My consultancy work focuses on how design, service, and delivery combine to shape the modern traveller’s perception — and how these can be refined to stand out in an increasingly competitive market.
Cabin Product & Interior Experience
Understanding the cabin environment from a passenger’s perspective is essential — not just for comfort, but for how travellers feel about an airline from the moment they step on board. I provide comprehensive evaluations of cabin layouts, lighting schemes, material and colour choices, storage design, and seat configuration, with a focus on how these elements shape both the visual identity and the functional performance of an aircraft interior.
Beyond aesthetics, I analyse the practical realities of the cabin: movement patterns, boarding and service flow, accessibility of key touchpoints, and how easily passengers can interact with their personal space. This includes assessing seat ergonomics, privacy levels, intuitive use of features, and overall spatial efficiency.
By combining passenger insight with operational understanding, I help airlines pinpoint where design decisions elevate or undermine customer satisfaction, turnaround efficiency, and the overall premium narrative. The result is a cabin product that is not only visually aligned with the brand, but operationally smarter, more comfortable, and more commercially effective.
Seating & Retrofit Programmes
As airlines modernise fleets or implement large-scale retrofit programmes, ensuring that new seating products truly elevate the passenger experience is critical. I provide expert, experience-based evaluations of how seating concepts perform not just in theory, but in real operational and passenger-facing environments. This includes detailed assessments of ergonomics, seat contouring, cushioning, and recline mechanics, as well as the overall sense of privacy and personal space.
I also analyse technology integration — from IFE placement and charging ports to smart-seat features — to ensure they enhance, rather than hinder, usability. My reviews extend to layout efficiency, cabin zoning, and how seat design interacts with crew workflow, boarding, and inflight service.
These evaluations give airlines clear, actionable insight into how retrofit decisions will shape passenger comfort, brand perception, and long-term product competitiveness, ensuring that every investment translates into a noticeable upgrade in both experience and operational practicality.
CX and Premium Service Flow
From check-in to cabin service, every interaction a passenger has plays a crucial role in shaping their perception of a journey. Having previously been trained and worked as a First Class Cabin Crew member for over five years, I bring a unique insider perspective to understanding the nuances of premium service delivery. I work closely with airlines to analyse and refine premium service flow, including boarding procedures, lounge transitions, cabin entry, and crew interactions throughout the flight. My assessments also cover galley efficiency, meal and beverage service timing, and the sequencing of personalised touches, ensuring that every element of the experience feels seamless and deliberate.
By identifying potential bottlenecks or friction points, I help airlines optimise crew workflow so that staff can deliver a polished and attentive service without ever feeling rushed. The ultimate goal is to create a sense of hospitality, care, and brand distinction that premium travellers value — service that is not only consistent and professional but also feels genuinely personal and memorable.
This holistic approach ensures that every touchpoint, from lounge to landing, works in harmony to leave passengers with a lasting impression of quality, comfort, and thoughtful attention to detail, informed by my firsthand experience delivering world-class service at the highest level.
Mystery Shopping & Independent Review
With extensive experience producing objective, in-depth airline reviews, I offer discreet mystery shopping and operational evaluation services across all cabin classes. Backed by a dedicated team of seven experienced mystery shoppers, we are able to provide consistent, multi-perspective assessments of service delivery, cabin experience, and passenger touchpoints on both short-haul and long-haul flights.
Our evaluations go beyond surface-level observations, measuring performance against brand standards, operational protocols, and passenger expectations. By capturing insights from multiple vantage points — including check-in, lounge access, boarding, in-flight service, and arrival procedures — we deliver comprehensive and actionable recommendations.
These reviews help airlines identify strengths and areas for improvement, drive operational consistency, elevate service quality, and ultimately strengthen brand trust and loyalty. Every report is designed to translate real passenger experience into tangible, implementable strategies, ensuring that the airline’s promise aligns with the experience delivered at every touchpoint.
Public Speaking & Industry Engagement
With years of experience in aviation and travel media, I am available to deliver keynote talks, panel discussions, and presentations at aircraft expos, trade fairs, and industry conferences around the world. Drawing on firsthand experience across over 127 airlines and multiple cabin classes, I provide audiences with insightful analysis on airline product development, premium service delivery, and passenger experience trends.
Whether addressing airline executives, design teams, or travel enthusiasts, my presentations combine practical industry knowledge with engaging storytelling, offering actionable insights while keeping audiences captivated. I also participate in moderated panels and workshops, sharing expertise on topics such as cabin design, retrofit programmes, operational service flow, and market innovation, helping brands and industry professionals understand the evolving needs of modern travellers.
My speaking engagements are designed to inspire, inform, and challenge conventional thinking, bridging the gap between passenger experience, operational reality, and strategic innovation. Each session is tailored to provide clear takeaways and a tangible understanding of how airlines can enhance their brand, service, and cabin experience in a competitive market.