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Toms Bāliņš is the Head of Customer Relations and Service Delivery at airBaltic, where they oversee a comprehensive customer claims strategy and manage a dedicated team addressing passenger claims and regulatory compliance. With over a decade of experience in customer service leadership, Toms has led initiatives to enhance operational efficiency through automation and the development of self-service tools. They represent airBaltic in the Airlines for Europe (A4E) Consumer Working Group, contributing to industry policy recommendations. Toms holds three degrees, including a Master’s in International Relations and a Master’s in Political Science.