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Industry veteran and author Jennifer Coutts Clay has seen the aviation industry overcome several black swan events in her more than 40 years working in the airline industry. She began her aviation career with British Airways in the 1970s and became head of operations and sales for the Western USA in 1979, as the first woman to hold the position. In 1984, Coutts Clay became controller of corporate identity, responsible for the implementation of British Airways’ US$75 million privatization program. After joining Pan American World Airways in 1986, as general manager, product design & development, Coutts Clay completed a three-year, US$25 million fleet upgrade program redesigning the Pan Am passenger service product. After founding J. Clay Consulting in the 1990s, Coutts Clay worked with short-haul and long-haul airlines, aviation suppliers, legal firms, and design specialists. At United Express, she joined the team handling the Canadian Regional Jet introduction into commercial serv

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