Wheels Up Chief Experience Officer Gail Grimmett: How to Achieve the Loyal Customer

Gail Grimmett, chief experience officer at Wheels Up, was the keynote speaker at Women Leading Travel & Hospitality's recent Roundtable event in New York City. She shared her personal journey with the audience along with actionable business tips and leadership advice.

Honored as one of the “50 Most Powerful Women in New York” in 2013, 2015 and 2017 by Crain’s New York Business, Grimmett is an industry recognized expert in aviation and hospitality. As the first chief experience officer at Wheels Up, she oversees every aspect of the Wheels Up member experience, including brand activation, member programming, communications, public relations, social media, and member benefits. Grimmett spent 20 years at Delta Air Lines serving in multiple roles over the years, with her longest tenure as Delta’s senior vice president, New York where she oversaw the $1.4 billion JFK transformation of Delta's terminal and all Delta commercial functions in New York State.

From 2016-2018, Grimmett was president of Travel Leaders Group Luxury Brands, where she had responsibility over $5 billion of revenue, leading five separate luxury brand companies. Grimmett rejoined Delta in 2020 when the deal between Wheels Up and Delta was finalized. She currently serves a dual role between senior vice president at Delta and chief experience officer at Wheels Up.

In this video clip from the Women Leading Travel & Hospitality Roundtable, Grimmett talks about the importance of using data to enhance membership as well as how to identify what the customer really wants.