Ed Baklor
/    Partner

Ed is a leading partner in True’s Consumer practice sector, Travel, Leisure & Hospitality.  He brings more than 20 years of executive leadership with top travel, leisure and hospitality brands.  For more than a decade, he was with The Walt Disney Company, where he developed and launched the highly acclaimed Adventures By Disney experience—a brand extension into the family-escorted travel industry.  He then moved into the airline and airport space, starting in Canada as the SVP, guest experience at WestJet where Ed created the first guest journey map to identify service excellence opportunities.

Moving back to New York, Ed became chief commercial officer for the $5 billion redevelopment of LaGuardia Terminal B.  He infused innovative guest experiences into the design of the terminal: Have you seen that water feature? It was the first North American terminal ever to win the International Skytrax 5 Star award.

Before joining True, Ed was the head of customer care and programs at JetBlue where he digitized the customer support operation, bringing AI to customer service while greatly improving the customer service scores.  Through all of these roles, his passion for leadership and talent selection and development has been a top priority.

Ed is currently living in Frederick, MD with his husband Jeff and their little rescue dog, Willow.  They love to spend time with their grandkids—and, of course, they love to travel!