Thomas Doogan Email & Phone Number

London, Gb

Zurich Airport, Ch

London Luton Airport, Gb

Looking at our non-ticket revenue to maximise our revenues through technology, our people engagement, pricing, platform and how we engage with customers. Taking an agile approach for short term wins along with developing and leading long term change programmes. Responsible for the largest commercial programme in 8 years, Cabin Bags which allows greater customer choice, certainty, improves operational performance and adds significant business benefit. Being the largest IT transformation programme in over 10 years, I am proud to have worked with such a great expert team for such a large transformation programme.

London Luton Airport, Gb

Responsible for shift changing the customer experience on the ground. Having developed an attitudes and behavioural change programme for our 20,000 people on the ground, along with developing industry first in technology that makes travel easy for the customer, I have driven a significant change in customers perception of friendliness of our product. The programme has delivered the world's largest auto bag drop facility at Gatwick, new apps for Ground Crew to keep them connected, and analysis tools for everyone to see progress and celebrate it.Having created a training department within this team focussed on attitudes and behavioural change, we have increased friendliness by over 10% of very satisfied and highly satisfied.The 3 year programme comes to an end and a new 5 year vision is being developed.

London Luton Airport, Gb

Having moved back to the UK, I am now the Regional General Manager for easyJet's largest airport at London Gatwick with over 45 based aircraft. easyJet currently represents 48% of passenger volume at London Gatwick airport, the second largest airport in the UK and Gatwick represents 26% of easyJet's operation.My goals are to maintain industry safe leading on time performance while increasing our customer proposition making easyJet at Gatwick the leading airline as voted by the customer.

London Luton Airport, Gb

• Responsible for all ground operations and related safety issues for easyJet Switzerland S.A. in the function of Postholder• Business owner for rostering department ensuring the delivery of monthly crew schedules in accordance with commercial requirements to over 600 crew• Responsible for the Emergency Response for easyJet Switzerland and our third party delivery (EZY) in the event of an incident• Line manager for Security Manager, EU Passenger claims and application of traffic rights to all EZS destinations• Management of the Swiss airline budget in relation to ground operations and airports

London Luton Airport, Gb

Responsible head of easyJet’s Germany Operation covering two bases, SXF and DTM along with stations, MUC, HAM, CGN, BRE. • 116 movements per day• 411 flight deck and Cabin Crew management• 12 home based aircraft management• Budget oversight of £55M• Safety Management of ASR, MOR, NCR from flight report and station audits to deliver safe environmental conditions for aircraft operations. • Third party supplier management at bases and stations to deliver safe operations that meet the requirements of low cost delivering On-Time Performance, Safety, Cost and Customer Service• Liaison with Governmental bodies, LBA, Bpol, DFS, Zoll for compliance with all German aviation requirements• People management of seventeen direct reports managing in excess of 900 customer facing staff along with support staff.

London Luton Airport, Gb

• As first appointed project manager, I developed job description, project plan for airport set-up and evaluate implementation regularly on base model. Introducing the project managers to the role, the requirements and reporting structures. • Working as ambassador and key link, develop and manage implementation of new airports into the easyJet network against timescales and ensure delivery of those timescales.• Strengthen our position by ensuring consistent safe procedures, deliver under KPI for OTP and provide excellent Customer Service with minimum resources and cost.• Manage all post launch issues and develop daily management of easyJet product in preparation of handover to RAM.• I encourage continual feedback from crew and deliver the operation to their expectation at new bases and stations. I have developed crew and ground at bases to talk informally and work together to ensure symmetry of objectives.• Effectively managing inter-departmental groups to ensure that I deliver a safe, secure, customer friendly operation that sits within agreed costs of new airport set-up for launch date.

London Luton Airport, Gb

Airport Manager (February 2002 – October 2003)• Managing each airport to the Safe, OTP, Costs, Knowledge, Service Delivery principles• Third party supplier management delivering SOCKS principles• Developed strong communication links with Base Captain and crew, Airports Team including the Managing Director and handling companies, Customs, Special Branch all other airport users and external agencies in three major UK easyjet bases to ensure consistency of product expectation.

London Luton Airport, Gb

Airport Operations – Senior Liaison Officer (March 2000 – February 2002)• Managing daily operational programme between airline and network handling companies ensuring safe, accurate, on time information.• Implementation of “Disruption Management Policy”, “Passenger Welfare” and “Communication Promise” which provides easyJet passengers with consistent support within the network.• Immigration – prevention processes to representations. • Policy & Procedures – Point of reference for handling companies and easyJet senior management in the network.Business Development - Grand Prix 2000 Project Officer• Organising management team to look at ways to reduce ground time during turnarounds therefore increasing aircraft utilisation.• Planning and implementing the training programme for all easyJet airports. • Reviewing ground time processes with operational staff to achieve cost reductions and efficient improvements whilst retaining safe, secure operations.Culture Committee - Representative for Sales and Airports• Looking at working environment and practises as a motivational tool to encourage and get the best out of staff• Point of contact for CEO by-passing senior management to get a picture of the company from the operational levelReservations Department - Telesales Agent• As a new company, sales and marketing very closely linked• The role encompassed sales, customer queries, policy updating, sales after-service