Jay Sorensen
President – Product, Partnership and Marketing Practice
Jay Sorensen‘s research and reports have made him a leading authority on frequent flier programs and the ancillary revenue movement. He is a regular keynote speaker at the annual MEGA Event, spoke at IATA Passenger Services Symposiums in Abu Dhabi and Singapore, and has testified to the US Congress on ancillary revenue issues. His published works are relied upon by airline executives throughout the world and include first-ever guides on the topics of ancillary revenue and loyalty marketing. He was acknowledged by his peers when he received the Airline Industry Achievement Award at the MEGA Event in 2011.
Mr. Sorensen is a veteran management professional with 32 years experience in product, partnership, and marketing development. As president of the IdeaWorksCompany consulting firm, he has enhanced the generation of airline revenue, started loyalty programs and co-branded credit cards, developed products in the service sector, and helped start airlines and other travel companies. His career includes 13 years at Midwest Airlines where he was responsible for marketing, sales, customer service, product development, operations, planning, financial analysis and budgeting. His favorite activities are hiking, exploring and camping in US national parks with his family.
Charles Duncan
Consultant – Airline Leadership Practice
Charles Duncan has a deep background in airline operations and executive management. He has worked for a diverse collection of global network, regional, and low cost carriers: United, WestJet, Encore, Norse Atlantic, Swoop, and Continental. He led multiple airlines during start-up and performed crucial tasks such as due diligence for WestJet’s sale to a private equity firm, managing acquisition of a $2.5 billion travel company, and representing United in its $10 billion joint venture with Lufthansa and Air Canada.
His professional skills cover almost every area of the airline business. While at United he managed all aspects of its giant Chicago hub and led teams designing the Polaris business class seat and negotiating a very challenging labor agreement with the Teamsters. His expertise includes business transformation, cargo, labor relations, network planning, operations, pricing, revenue management, and strategy.
He currently teaches an MBA course at the University of North Carolina school of business. Away from work, Charles enjoys cycling, skiing, and scuba diving. He and his wife have two teenage boys, who are both active in sports.
Michael Smith
Consulting Affiliate – Credit Card, Loyalty Fraud & Travel Insurance Specialty (Glasgow, Scotland)
Michael Smith applies over 22 years of marketing and financial experience to projects such as co-branded credit cards, ancillary revenue opportunities, and frequent flier programs. Since 2003 he has helped airlines, car hire companies, hotel chains, and travel insurers realize greater revenue through the introduction of new products. Michael is regarded as a leading expert on the partner agreements associated with frequent flier programs and the online sale of travel insurance.
Michael is also Executive Chairman of the Airline and Travel Payment and Fraud Summit. This event has been central in identifying the frequent flier program / loyalty fraud issue and helping industry executives understand how to combat the problem. He participates in industry wide airline fraud manager as an instructor. Prior to his consulting career, Michael was responsible managing the extensive portfolio of travel partners for the Executive Club program of British Airways; this included the co-branded credit card relationship with American Express. He helped establish and develop agreements with major travel brands such as Avis, GE Travel Insurance, Marriott Hotels & Resorts, and Starwood Hotels & Resorts. He is experienced with the process of establishing partner agreements, negotiating marketing fees, and creating promotional and exposure opportunities for partners.
Dinaz Zaq
Consulting Affiliate – Revenue Management and Pricing (London, United Kingdom)
Dinaz has held senior positions in revenue management at British Airways, was Head of Revenue Management and Pricing at GB Airways and was also Head of Revenue Management and Flight Planning at Royal Caribbean Cruise Line (RCCL) UK & Ireland. She brings a broad perspective to driving commercial improvement, having worked in various industries, not just aviation but also in cruising, hotels, leisure parks and trains. With over 20 years’ experience within RM and pricing, she has led large commercial teams and has an in-depth understanding of RM systems and best practices. These include demand forecasting, optimization, understanding global markets, point of sale control, distribution channels, trend analysis, consumer metrics, competitor monitoring and data reporting systems. Dinaz places great emphasis on the set up of clear and concise targets and KPI metrics and is adept at leveraging these along with channel management, segmentation and overbooking strategy, to increase profitability.
At GB Airways, Dinaz was an integral part of the team that achieved a successful return to profitability, which then facilitated the sale of the business to easyJet. More recently she has worked with well known airlines in Europe, Asia, Africa and the Middle East and has also gained experience in low cost operations. Dinaz holds a degree level H.C.I.M.A. qualification from the Metropolitan College, Oxford and also a Diploma in Transport and Hospitality Management. She is based in London.
Bob Bahlman
Consultant – Financial Consulting Practice
Bob Bahlman is a senior executive with a diverse financial background and 23 years experience in strategy development and implementation, contract negotiation, financial and business restructuring. Most recently, he was the Vice President of Business Intelligence for International Cruise and Excursions (now called Arrivia) which is a global travel retailer. Earlier in his career he was the Senior Vice President, Chief Financial Officer and Controller for Midwest Air Group which was a $400 million publicly traded airline group serving more than 50 cities throughout the United States under the Midwest Airlines brand. His extensive finance experience includes these areas: treasury, business analysis, tax function, general and revenue accounting, SEC reporting, internal audit, investor relations, fuel procurement, risk management, information technology and properties and facilities management. Bob has implemented broad-based restructuring strategies to include long-term lease and debt renegotiation, raising new capital through equity placements and managing the process of cost reduction. His work included the delicate balancing act of preparing a bankruptcy filing while working, successfully, to avoid a bankruptcy filing.
Eric Lucas
Writer and Editorial Consultant
Eric Lucas is an international travel, culture and natural history writer and editor whose work has appeared in Michelin travel guides, the Los Angeles Times, Alaska Airlines Beyond Magazine, Westways, Epoch Times, Silversea.com and numerous other publications. Founding editor of Midwest Airlines Magazine, he is the author of eight books, including the 2017 Michelin Alaska guide. Eric has covered the travel industry for more than 30 years. He lives on San Juan Island, Washington, where he grows organic garlic, apples, beans and hay; visit him online at TrailNot4Sissies.com
More Resources and Services
Through its consulting affiliates, IdeaWorksCompany coordinates the delivery of additional services related to ancillary revenue, a la carte pricing, and loyalty marketing.
