Transat names Patrick Falardeau VP, customer experience

Patrick Falardeau is taking on a new leadership role at Transat.

Falardeau has been named vice-president, customer experience, a position that will see him oversee the company’s end-to-end customer journey, from travel inspiration and trip planning through to the return home.

In a LinkedIn post Tuesday (Sept. 15), written in French, Falardeau said he was taking on the new role with “great pride” and “humility,” while continuing a career at Transat that has spanned nearly two decades.

“This new mandate will lead me to shape the end-to-end customer experience, from inspiration and trip planning to the return home, ensuring that our product, services and operations evolve at the pace of our travelers' expectations,” he wrote.

Falardeau has held a variety of leadership positions at Transat since joining the company in 2008, including vice-president, digital experience and contact centres, and vice-president, e-commerce.

In his new role, Falardeau said his focus will extend beyond individual touchpoints throughout a traveller’s journey to how Transat evolves its products, services and ways of working as customer expectations change.

“I am convinced that the organizations that stand out in the long term are those that know how to listen to their customers and turn this understanding into concrete actions,” he wrote. “This is how trust is built, value created and sustainable relationships developed.”

Falardeau also highlighted the importance of Transat’s employees, customers and distribution partners, describing them as central to the company’s identity and to his own work over the years.

“I am well aware of the privilege I have been given to contribute to this next stage in Transat's evolution,” he wrote.

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