You will have a blank sheet of paper, a license to change everything...We need you to lead a revolution. These were the words of Leo Mullin, the Chairman of the Board for IATA, when trying to persuade the author of this book to join IATA. Giovanni Bisignani became Director General-CEO of IATA (International Air Transport Association) in June 2002, just after the horrors of 9/11, which created one of the greatest threats ever to the aviation industry. IATA is the central body of the world s airlines, responsible for the industry s financial ($300 billion/year) clearing system, e-ticketing, government lobbying and passenger safety policies. Changing this framework was essential if aviation was to have a sustainable future. During his ten years as Director General, Bisignani implemented and oversaw enormous changes in aviation, improving not only the business side of the equation but also the passenger experience and environmental performance. This book is about change, about its challenges and the talent and willpower necessary to drive it through.