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Louise Cole is the Head Customer Experience and Facilitation for the International Air Transport Association (IATA). In this role, Louise has responsibility for the IATA Passenger Facilitation Program which focuses primarily on the crucial areas of security, border protection, immigration and customs with the aim to provide an “end-to-end customer experience that is secure, seamless and efficient”.
Prior to joining IATA in 2019, Louise was in leadership positions in the New Zealand Public Service for 20 years and as such was the New Zealand representative on the International Civil Aviation Organization New Technology Working Group and lead the development of the technical specifications and international policy for the ICAO Digital Travel Credential.
