An exciting opportunity to drive meaningful change

‘Helping inspire others to break barriers in the industry I love’

Laura Abraham has always been fascinated by technology – particularly its continuous evolution and its ‘ability to create new possibilities for global interconnectedness’.

She also has a lifelong passion for travel and a deep understanding of human behaviors and how people interact with systems and environments.

These passions have shaped Laura’s career – and led her from Delta Air Lines, where she has worked for seven years across Technology, Consumer Insights and Alliances – to her new role as Head of Digital & Technology at SkyTeam since 1 July of this year.

Having served as VP of Delta’s SHE Business Resource group and as a member of the airline’s International DE&I steering committee, Laura also has a passion for DE&I initiatives.

Here, Laura speaks to InTouch about what she’s looking forward to in her new role, the transformative potential of technology, and her plans and priorities for the year ahead.

Congratulations on your new role! Please tell us a little bit about what has been keeping you busy during your first two months at the alliance.

I always start all new positions with strong onboarding and building the key relationships. In this role, I need to understand SkyTeam’s unique digital landscape by connecting with the internal teams, all our great member airlines and key partners and stakeholders. Since we are a global alliance comprised of 20 airlines, building these relationships takes time and effort which I am putting a lot of energy into doing in my first 90 days.

SkyTeam is in the middle of a migration to AWS cloud so understanding that approach, identifying places to accelerate that progress and new untapped opportunities is also a key focus for me.

And as this is capital planning season for all our airlines and our SkyTeam schedule for this is similar I am collaborating cross functionally internally at SkyTeam and with our member airlines to refine and prioritize key digital initiatives for 2025.

What attracted you to SkyTeam and what excites you most about the alliance’s vision, culture, and future possibilities?

I am thrilled about collaborating with the top talent in the airline industry at SkyTeam! With some of the most innovative products across any alliance and the strongest network of airlines, I am eager to collaborate closely with each partner to deliver exceptional customer experiences. Ultimately, I look forward to enhancing SkyTeam’s standing in digital innovation, setting new benchmarks in the industry, and shaping the future of travel.

Technology and innovation are a key focus at SkyTeam. Why is technology so important to the alliance, our members and their customers – and to the airline industry as a whole?

I was drawn to this role by the opportunity it presents to innovate and drive meaningful change. Aviation is at a pivotal moment where technology can revolutionize everything from passenger experiences to operational efficiencies.

My background in technology leadership has prepared me to harness these opportunities to lead strategic initiatives at SkyTeam. My experiences have taught me the importance of agility, data-driven decisions and inclusive design to achieve digital success, and I plan to utilize this experience fully in this role.

Can you give us an insight into your immediate and longer-term priorities and focus areas in your new role?

My initial focus is about enhancing collaboration and co-creation among member airlines, streamlining processes for delivery of advanced technologies, and continuing to strengthen SkyTeam as a leader in digital innovation within the aviation ecosystem.

My longer-term focus will be evolving our Digital Spine, which is an alliance differentiator. I will focus on enhancing our Digital Spine to support deeper, more intelligent seamless collaboration and data sharing across our member airlines. The spine – as the name suggests – should serve as the backbone to ensure passengers traveling on a SkyTeam member airline have unified digital touchpoints whether it’s booking, check-in or customer service.

You mention ‘inclusive technology’ in the article announcing your appointment. Please tell us what this means to you?

I’m referring to technology that is designed to be accessible and beneficial to everyone, regardless of their individual needs or circumstances.

Inclusive technology encompasses several key aspects, but Equity and Future-Oriented Design in particular come to mind.

Inclusive technology reduces barriers to access and participation. It’s about making sure that all members of the SkyTeam community can fully engage with our digital services without facing obstacles.

Future-Oriented Design is about considering the future needs of our users, anticipating how technological advancements can be integrated in a way that remains inclusive, which is about. This means staying ahead of trends and ensuring that new technologies are developed with accessibility in mind from the start.

By focusing on inclusive technology, we can enhance the overall travel experience for everyone and ensure that SkyTeam’s digital innovations serve as a bridge, not a barrier, to connectivity and convenience.

It is great to hear SkyTeam received a Skift Award this month for its Carry-on Calculator. Which SkyTeam products in particular excite you, and can you give us a sneak preview into any new innovations on the horizon? 

We are looking at ways to enhance the Digital Spine to make it easier for our partner airlines to accept new aspects of the Spine, such as ancillaries. Additionally, we are very excited about exploring and co-creating with our members on how best to expand in the areas of NDC, Cargo business and other modes of travel outside of aviation.

Technology has been a strong theme throughout your career. What drew you to this field, and what excites you about the advancements in tech that are evolving all the time?

My journey to becoming the Head of Digital & Technology at SkyTeam Alliance has been driven by a profound interest in how technology intersects with human experiences and global connectivity.

My background in sociology provided me with a deep understanding of societal behaviors and the ways in which people interact with systems and environments. Combining this with my passion for travel, I became intrigued by how technology can enhance these interactions on a global scale.

Technology has the transformative potential to address complex challenges and improve how we experience the world. In my early career, I saw technology as a powerful tool to bridge gaps, streamline operations, and create new opportunities for connection and efficiency. This fascination has only grown as I’ve witnessed firsthand how technological advancements can revolutionize industries and reshape our global landscape.

In the airline industry, technology is evolving rapidly, bringing exciting advancements such as real-time data analytics for operational efficiency, personalized passenger experiences through AI, and innovations in sustainability.

Beyond aviation, technology’s impact on cargo business and other modes of travel is equally compelling. For instance, advancements in logistics and supply chain management are optimizing cargo operations, making them more efficient and responsive. In other travel modes, such as rail and maritime, technology is enhancing connectivity and integration, offering smoother and more coordinated travel experiences.

The airline industry has traditionally lagged behind in terms of DE&I, particularly attracting and retaining women to more senior roles. As someone who has a clear passion for DE&I, what’s your vision for the industry in this area and what do you believe will make the biggest positive impact?

As a female leader joining SkyTeam, I see it as an incredible opportunity to contribute to both the organization’s success and the broader aviation industry. While the industry has historically been male-dominated, I believe that diversity, including gender diversity, brings valuable perspectives and drives innovation.

I’ve spent my career making sure people who may have been traditionally left out of the conversation are welcomed and celebrated for bringing unique perspectives. Being part of a team that values diversity underscores SkyTeam’s commitment to inclusivity and forward-thinking leadership. I’m excited to lead and champion initiatives that promote diversity, empower women in aviation, and inspire the next generation of leaders to break barriers and thrive in the industry I love.

SkyTeam’s member airlines enable travelers access to more than 1,000 destinations worldwide – and enjoy brilliant lounges, hospitality and a seamless experience. What has been your favourite holiday destination so far, and what is a dream destination on your bucket list?

Costa Rica holds a special place in my heart, as I’ve spent much of my life there—it’s truly my home, filled with the spirit of ‘Pura Vida’! However, I must confess that Japan holds my absolute favorite spot outside Costa Rica. There’s something indescribable about Japan that brings me profound peace and joy. Its beauty is a blend of countless elements that resonate with me.

I am very excited to visit my extended team in India this year and go to experience Kenya. Both of them have been my bucket list since I was a child so I am very grateful that my role with SkyTeam makes this possible.