Beginning as a ticket agent, Bonnie’s career journey spans executive roles at Eastern Airlines, System One Global Distribution, Continental Airlines, public and private Board service, and her own company, Inside-Out Culture to Customer. She is a highly respected leader driving innovation and corporate excellence inside and outside of the travel industry.
Bonnie joined Gordon Bethune’s executive team at Continental Airlines in 1994 as they led a miraculous turnaround, taking the airline from “Worst to First.” She was the architect of a customer-centric business strategy that included the introduction of e-ticket kiosks, “red carpet” (actually blue) priority boarding, an award-winning OnePass frequent flyer program and the “Work Hard. Fly Right.” campaign that focused all employees on customers. These achievements led to multiple J.D. Power Customer Satisfaction awards and Continental being listed on the 100 Best Places to Work – all while delivering record-breaking profitability.
She has widely shared her airline distribution expertise through a master’s class curriculum at Duke’s Fuqua School of Business, and lectures at Duke, Harvard, Princeton and USF. On behalf of Boeing, Bonnie developed a “go-to-market” curriculum for Chinese airlines as they prepared for Open Skies, and she’s been a featured speaker at the Fortune 1000 Company’s internal and customer conferences.
Today, she is the Board Chairman of ARC. Her Governance leadership transformed the Board overseeing ARC from one of individual airline agendas to a collaborative Board focused on ensuring ARC delivers innovative services benefiting the industry and all its customers.