Rachelle Ornan, regional director, passenger and cabin experience, revenue analysis for Boeing Commercial Airlines, is working to improve the passenger experience. "Little gifts along the travel journey can add up to one big positive experience in the end: sparkling clean lavatories, a glass of aptly-timed champagne, a knowing smile from a flight attendant, lighting that serves your purpose, a quiet toilet seat lid, slimline seats that give back legroom to the passenger," she said.

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