Redefining the end-to-end passenger experience | Independent news and events

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Generating new digital revenue opportunities at every step of the journey

26-27 June 2017 RDS, Dublin, Ireland

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FTE global Supporting Partner Rockwell Collins
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Sunday 25th June 19.00 – 22.00

Traditional Irish Pub Icebreaker
Live Traditional Irish Music. Drink & Craic.

View the photos

Sponsored by

Like Where

Monday 26th June - Day 1

Monday 26th June 08.00 - 09.15

Travel Massive Dublin Breakfast Meeting – RDS Dublin Merrion Room

Focusing on “Travel merchandising and evolving consumer behaviour” with contributions from Datalex, Unravel, Boxever & CJ Ignition.

openJaw platinum sponsor ANCILLARY CONFERENCE<

09:30 - 10:30
Registration and Exhibition Opening
Monday 26th June 10:30 - 12:00

Opening Keynote Session (for all participants)

Welcome Address

Daniel Coleman
Future Travel Experience

Exclusive FTE Think Tank

How can you improve customer experience and ancillary revenues at every stage of the journey? Visions, challenges and recommendations.

Max Coppin
Partner Development Manager
Chris Annetts
Retail & Service Proposition Director
Eman Barhoumeh
Sr. Director, Product Strategy and Business Development
Blair Koch
Chief Technology Officer

After the success of the Airports 2025, Onboard 2025, DXB T1 Redesign and Onboard Connectivity 2025 think tank projects, FTE is now bringing together a think tank of leading industry figures committed to change, tasked with developing and delivering a presentation to set the scene for the rest of the event. This unique Think Tank team will explore and define how customer experience and ancillary revenue opportunities can be enhanced across all phases of travel: Booking, Pre-travel, Airport, In-flight, Arrival, Post-travel.

Keynote presentation

The disruptor keynote – the future of travel according to Airbnb

Aisling Hassell
Head of Global Customer Experience
Monday 26th June 12:00 - 13:30

Lunch on the exhibition floor

Monday 26th June 12:45 - 13:00

Inspiration from the FTE Seminar Stage on the exhibition floor

"Elevator Pitches"


 Exhibitors have three minutes each to pitch their solutions to attendees.

The FTE Seminar Stage will host a 15-minute session each day, providing inspiration from industry providers through fast moving and exciting sessions. Our valued supplier partners, who are creating many of the concepts that will define tomorrow’s travel experience, will have the opportunity to share new concepts and observations.

Agnes Debains
Co-Founder / Marketing Leader
Jurriaan Van Straaten
Vice President Sales
Shawn Richards
Founder and CEO
Ink Aviation
Jeff Livney
Monday 26th June 13:30 - 15:00

Inspiration from those going the extra mile to leverage cutting edge technologies to enhance customer experiences and revenue opportunities across the journey

Second Working Session


Covering: Artificial intelligence, robotics, machine learning, virtual and augmented reality, big data, digitalisation and more.


Joe Leader
Airline Passenger Experience Association (APEX)


A 15 minute presentation from each speaker before moving onto an intensive panel discussion.


AirAsia is working to quickly become a “digital airline” and expects these efforts to increase ancillary revenues by over 20%. Is this improvement really possible and how will it be achieved?

Nikunj Shanti
Chief Data & Digital Officer

How big a role is technology playing in Dublin Airport’s efforts to innovate and drive collaboration with its stakeholders?

Vincent Harrison
Managing Director
Dublin Airport

How do airlines adapt in the “age of the customer”, and how central should AI be to those efforts?

Bart Pannecoeck
Head of Travel Business Development (EMEA)
Martine Van der Lee
Social Media Development
KLM Royal Dutch Airlines

How is Etihad looking to deliver new travel experiences, and will this require new technology platforms, and a change in culture?

Samantha Dickinson
Head of Technology and Innovation - Commercial
Etihad Airways

15:00 - 15:45
Coffee break
Monday 26th June 15:45 - 17:15

End of Day Keynote Session (for all participants)

Session sponsored by:


Bobby Healy
Chief Technology Officer

Keynote Presentation

The future of travel and ancillary according to Ryanair – from Labs to free flights

Michael O’Leary

Having previously revolutionised the air transport industry with a new era of airline ancillary practices and self-service passenger processing, Ryanair CEO Michael O’Leary will deliver a keynote address to give his candid views on the future of our industry.

Keynote Presentation

What will be the “next-generation travel experiences”?

Robert Boyle
Director of Strategy
International Airlines Group (IAG)

In late 2016, IAG launched global accelerator programme Hangar 51 with the aim of working with start-ups to create “next-generation travel experiences and find solutions to real business challenges through lasting and collaborative partnerships”. In a wide-reaching keynote presentation, Boyle will offer insight into the workings of Hangar 51, as well as other projects that will improve passenger experience, business performance and revenue generation opportunities.

Monday 26th June 19:30 - 22:30

Networking Party & Awards Ceremony

Location: The Guinness Storehouse


Sponsored by:


FTE Ancillary and FTE Europe delegates will enjoy an unforgettable evening at the Guinness Storehouse, located onsite at the world famous St. James’s Gate Brewery in Dublin. On arrival, guests will move through the Visitor Experience and learn about the four main ingredients, and how they brew the perfect pint of Guinness. Following this, delegates will gather together in the Arrol Suite for the best hospitality, food and drink that Ireland has to offer, as well as the opportunity to enjoy a tuition on pouring the perfect pint! This memorable evening will also host the first Future Travel Experience Ancillary and Future Travel Experience Europe Innovation Awards ceremony.

Learn more about the FTE Europe awards here.

View the photos


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Tuesday 27th June - Day 2

Tuesday 27th June 09:00 - 10:30

How can we enhance customer experiences and revenue opportunities during the airport phase of travel?

Fourth Working Session


Charlotte Turner
Managing Editor
The Travel Retail Business


MAG: digital disruption to enhance the customer airport experience and grow revenue

Baron Frankal
Director of Group Strategy
Manchester Airports Group

Exclusive launch


The Brand Airline Retailer Technology Airport (B.A.R.T.A.) initiative on airport-airline retailing – defining a business model for stakeholder collaboration to increase airport retailing revenues, creating bigger profits for all.

The revolutionary B.A.R.T.A. initiative will bring together Budapest Airport, Wizz Air, Heinemann Duty Free, SSP Group, FLIO and L’Oréal Travel Retail (who are all present at Budapest Airport) to create a first-of-its-kind duty free/travel retail business model, with the aim of Budapest becoming a key test site for the B.A.R.T.A. initiative. This groundbreaking cooperation will harness digital technology and form new commercial relationships between all stakeholders to drive passenger spending both at the airport and on-board.

Kam Jandu
Chief Commercial Officer
Budapest Airport
Davit Mamulaishvili
Head of Revenue Development
Wizz Air
Matthew Rea
SSP Group
Ildikó Jankovich
Managing Director
Heinemann Hungary
Kirk Flitton
Business Director

Alternative session choice

Tuesday 27th June 09:00 - 10:30

Innovation Labs & Digital Transformation Round Table, plus Co-creation session

Airlines and airports are now realising that the travel market is too competitive for them to afford the luxury of not paying attention to technology and how this is is driving customer experience. As a consequence, many are now investing in creating Innovation Labs or working with startup incubators and accelerators in order to tap into the startup mentality. But how well has this worked in making their own companies more innovative and what are some of the successes and learnings to take forward? 

This roundtable discussion will bring together the drivers behind the innovation initiatives of some of the biggest players in the airline and airport space to share  their experiences and views on how to build innovation initiatives for the future

Round Table Facilitator

Kristy Hart
Hack Horizon
Kostadin Kolev
Hack Horizon

Round Table Panellists

Sveinn Akerlie
CIO, Head of WOW labs
Chris Annetts
Retail & Service Proposition Director
Jack Loop
Renaud Irminger
Director, SITA Lab

10:30 - 11:30
Coffee break
Tuesday 27th June 11:30 - 13:00

How can we enhance customer experiences and revenue opportunities during the inflight phase of travel?

Fifth Working Session


A 10-minute presentation from each speaker before moving onto an intensive panel discussion.

Session will cover topics including:

  • Seatback self-service
  • IFE as engagement platform
  • Inflight portals
  • Commercial partnerships
  • Connected crew
  • Bespoke, personalised offers

Chairman’s presentation

The future of onboard service and inflight merchandising in the connected era – latest trends and examples

Raymond Kollau
Airline Trends


JetBlue has done great things in recent years to enhance almost every aspect of its inflight offer. Where will it go next and how does it plan to use initiatives like a “fully connected in-seat experience” to help drive new ancillary revenue streams?

Mike Stromer
Vice President - Tech Products
JetBlue Airways

What lessons have been learnt from XL Airways’ efforts in IFE content streaming and rental of tablets/VR headsets, and does the airline now plan to use its streaming platform to sell destination-related ancillaries or other merchandising propositions onboard? 

Vincent Tomasoni
Head of Product & Ancillaries Revenues
XL Airways France
Mathieu Guillot
Customer Marketing Manager
XL Airways France

How is American Airlines working to leverage connectivity, and its IFE platforms, to improve customer experience and further drive inflight ancillary opportunities?

Brian Richardson
Director of Aircraft Interiors, Inflight Entertainment & Connectivity
American Airlines
Tuesday 27th June 13:00 - 14:15

Lunch on the exhibition floor

Tuesday 27th June 13:45 - 14:00

Inspiration from the FTE Seminar Stage on the exhibition floor

"Just a thought"

Exhibitors have a five-minute platform to share observations and ideas that can drive industry progression – no product pitches allowed.

The FTE Seminar Stage will host a 15-minute session each day, providing inspiration from industry providers through fast moving and exciting sessions. Our valued supplier partners, who are creating many of the concepts that will define tomorrow’s travel experience, will have the opportunity to share new concepts and observations.

Alex Gervash
Founder & CEO
Simon Dempsey
Like Where

3 Principles for a successful Digital Customer Experience

Chris Rourke
CEO of User Vision
User Vision
Tuesday 27th June 14:15 - 15:45

The secrets of innovation - inspiration from inside and outside of the industry

Sixth Working Session


Each speaker will deliver a five-minute presentation sharing their organisation’s approach to innovation. Following this, the session will move to an intensive panel discussion.


Colin Lewis


John Hurley
Chief Technology Officer
Jo Hickson
Head of Innovation
Cathal Corcoran
Chief Information Officer (CIO)
Gatwick Airport
Kristy Hart
Hack Horizon
Ronan Guilfoyle
Solutions Architect
Amazon Web Services

15:45 - 16:15
Coffee break
Tuesday 27th June 16:15 - 17:15

Closing Keynote Session and Event Wrap-up

(for all participants)

Customer Experience Leaders’ Discussion

Leadership insights on delivering outstanding customer experiences for digitally empowered consumers from all over the world.


Joe Leader
Airline Passenger Experience Association (APEX)


Stephen Kavanagh
Aer Lingus
Niall MacCarthy
Managing Director
Cork Airport
Tuesday 27th June 17:15
Conference close

Why Dublin?

As well as being home to forward thinking air transport industry organisations likes Ryanair, Aer Lingus and daa, Dublin is an incubator for start-ups and Europe’s hotbed of innovation. In addition, the RDS is Ireland’s leading event venue and is located right in the heart of Dublin city.

Please visit our exclusive mini-site here to be inspired on what you might do outside of show hours.

Vital Event Information

Generating new digital revenue opportunities at every step of the journey

Future Travel Experience Ancillary 2017
- June 2017
RDS, Dublin, Ireland

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