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

On the Ground Conference

Europe’s most progressive air transport event of 2017

26-27 June 2017 RDS, Dublin, Ireland

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FTE global Supporting Partner Rockwell Collins
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On the Ground Conference

Sunday 25th June 19.00 – 22.00

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

Capacity Full

Sponsored by

Like Where

Monday 26th June - Day 1

Speaker Invited

09:30 - 10:30
Registration and Exhibition Opening

Speaker Invited

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.

Simon Lamkin
Chief Information Officer
Brussels Airlines
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

Alternative Session
from the Baggage Innovation Summit Agenda

Speaker Invited

Monday 26th June 10:30 - 12:00

Opening Keynote Session

Conference chairman’s introduction

Preparing for Resolution 753 and insight into IATA’s End-to-End Baggage Capability, which will “make physically losing a bag all but impossible”

Andrew Price
Head, Global Baggage Operations
International Air Transport Association (IATA)

The airport perspective

Heathrow’s future baggage vision

Christine Druce
Head of Baggage Strategy


Lufthansa’s future baggage vision

Dr. Bjoern Becker
Senior Director Product Management Ground & Digital Services

Speaker Invited

Monday 26th June 12:00 - 13:30

Lunch on the exhibition floor

Speaker Invited

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.


Bart Pannecoeck
Head of Travel Business Development (EMEA)


A 10-15 minute presentation from each speaker before moving onto an intensive panel discussion.


In 2015 Emirates launched a transformation initiative to explore big data, predictive analytics, artificial intelligence, machine learning and robotics. What have been the findings of these efforts, and which areas will it invest in to realise its vision of becoming a leading customer-centric, technology-enabled travel experience enterprise?

Christoph Mueller
Chief Digital and Innovation Officer

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

Alternative Session
from the Baggage Innovation Summit Agenda

Speaker Invited

Monday 26th June 13:30 - 15:00

Future approaches to tagging, injecting and tracking baggage through the system

Second Working Session


After a series of brief case study presentations, the session will move to a panel discussion led by the chairman.


Andrew Price
Head, Global Baggage Operations
International Air Transport Association (IATA)

How is Delta using technology, such as RFID and apps, to improve baggage processes, and tracking capabilities?

David Hosford
Manager of Baggage Performance Strategy
Delta Air Lines

Additional Panellists

Sven Lepschy
Vice President
Rimowa Electronic Tag
Tony Chapman
Senior Director, Product Management and Strategic Programmes, Global Airports
Rockwell Collins
Shyam Varan Nath
Director – Technology Integrations (IoT/Industrial Internet)
GE Digital

Questions to consider

  • How can we make faster progress on standards to support digital luggage developments?
  • Will this be the year of RFID?
  • How can you create a business case for e-tags and trackers?
  • How can you make a digital luggage experience possible, even at small and regional airports?
  • How can you overcome the challenges related to satisfying Resolution 753?
  • What steps do airports need to take today to prepare for the future of baggage?
  • What role will mobile play in redefining baggage processes?
  • What steps can airlines and airports take to educate passengers about the benefits of the latest baggage developments?
  • What are the alternative new approaches to injecting baggage into the system?
  • How will the bag drop of today differ to the bag drop of the future?

Speaker Invited

15:00 - 15:45
Coffee break

Speaker Invited

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.

Speaker Invited

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.

Tuesday 27th June - Day 2

Speaker Invited

Tuesday 27th June 09:00 - 10:30

On the Ground/Baggage Innovation Summit Co-creation Session & DAA International Workshop

Fourth Working Session


We want FTE to be an industry change catalyst, and we are making more efforts to facilitate actual industry collaboration and co-creation between stakeholders at the show, as opposed to just discussing the need for it. This is why we developed the FTE Co-creation Forum. The session will provide a platform for various stakeholders to discuss how they can collaborate in key areas to enhance the end-to-end passenger experience. Delegates will be able to choose which topic they would like to discuss and then join the relevant table to exchange thoughts, ideas, frustrations and potential ways forward.

Groups will be led by:

Co-creation group topics:

Proactive queue management in the check-in process

Lena Rökaas
Chief Operating Officer, Stockholm Arlanda Airport
Kasper Hounsgaard
Managing Partner
Copenhagen Optimization

Co-creation group topics led by PASSME:

The PASSME project is an EU-funded, 36-month project, focused on rethinking the airport experience to optimise process flow, reduce passenger stress and enhance their experience.

Overcoming the challenges of rolling out door-to-door baggage delivery services

Katinka Bergema
Postdoc Researcher in PASSME
TU Delft

Improving aircraft boarding through fast boarding processes, and new hand luggage approaches.

Led by senior executives from:

tu-delft-logo alma-design-logo-400x210 hamburg-airport-400x210


DAA International Workshop – Virtual Terminals

Michael Martin
Senior Vice President – Technical Services
DAA International


Can an airport provide a terminal without actually building one? Can this be achieved within 18-24 months through an offsite virtual facility? Could a virtual terminal handle an additional four to five million departing and arriving passengers?

Workshop schedule

Part 1: Short presentation setting out:

  • The challenge, objective and target outcome
  • A conceptual look at a terminal – what basic purpose does it serve?
  • Set out and question the key systems and processes
  • Set out the businesses dependant on, or built around, these processes

Part 2: Breakout session

Break the attendees into groups, mixing disciplines for alternative thinking, under the following headings:

  • How do we provide our service and fulfil our operational obligations?
  • How do we generate revenue and what would our costs look like?
  • What do we need? Buildings, equipment, vehicles, etc? And how will we procure?

Part 3: Round-up

Drawing the operational/financial/commercial/IT and facilities strands together to conclude what a virtual ‘terminal’ would look like – perhaps even a ‘pop up’ terminal – low on infrastructure and quick to create. Also, we’ll look at the actions required to mitigate or overcome any obstacles to delivery – in particular security and regulation.

Part 4: Output (circulated post workshop)

A brief opportunities and constraints document covering:

  • Overview of how one would operate a virtual ‘terminal’
  • Indicative order of magnitude revenue potential
  • Indicative order of magnitude costs – procure and operate
  • How fast could a ‘terminal’ be established
  • Key changes required to enable this

Speaker Invited

10:30 - 11:30
Coffee break

Speaker Invited

Tuesday 27th June 11:30 - 13:00

What if we didn’t have to deal with baggage, and other passenger processes, at the airport at all?

Fifth Working Session

Chair’s presentation

The latest developments from the EU-funded PASSME project – reducing the end-to-end air travel process by 60 minutes and enhancing the passenger experience, predominantly through off-airport innovations

Katinka Bergema
Postdoc Researcher in PASSME
TU Delft

Bringing bag drop to the passenger’s doorstep – lessons learned from the introduction of virtual bag drop in London, and what future opportunities this enables

Paul Mewett
Executive Vice President - Business Development & Global Strategy

How will Uber impact the transportation of baggage in the future?

Kristin Thayer
Global Travel Partnerships

Speaker Invited

Tuesday 27th June 13:00 - 14:15

Lunch on the exhibition floor

Speaker Invited

Tuesday 27th June 14:15 - 15:45

If you can’t remove processes from the terminal, what are the best ways of driving efficient and innovative passenger experiences at the airport?

Sixth Working Session


Daniel Coleman
Future Travel Experience

What is the easyJet vision for the airport of the future, and what role will new technology play in enhancing the passenger experience on the ground?

Thomas Doogan
Ground Operations Customer Experience Manager

Schiphol aims to become the most digitally advanced airport in the world by 2018 through implementation of ‘digital-first-thinking’. How will new digital, and agile, approaches shape new airport experiences?

Kim Bosman
Value Stream Owner - Airport Control
Schiphol Amsterdam Airport

Speaker Invited

15:45 - 16:15
Coffee break

Speaker Invited

Tuesday 27th June 16:15 - 17:00

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.


Ryan Ghee
Future Travel Experience


Stephen Kavanagh
Aer Lingus
Niall MacCarthy
Managing Director
Cork Airport
Joe Leader
Airline Passenger Experience Association (APEX)
Pat Byrne
Executive Chairman
Tuesday 27th June 17:00
Conference close

Wednesday 28th June - Day 3

Speaker Invited

Wednesday 28th June 12:30 - 14:00

Dublin Airport Tours


Guided Tours 

Dublin Airport will facilitate guided tours for Future Travel Experience Europe delegates. The tours will cover a range of the airport’s most innovative facilities and services, including the all-day US Preclearance facility and the new 51st & Green lounge, which is Europe’s only dedicated US Preclearance lounge. Delegates will also be able to take in the Fast Track services and the airport’s executive lounges in this unique opportunity to go behind the scenes, and gain executive insight on these efforts, at Dublin Airport.

(Please note: These tours will take place in an operational airport environment and as a result tour timings may differ slightly to those listed.)

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

Future Travel Experience Europe 2017 is a unique, boutique show and Europe’s only end-to-end passenger experience event, bringing together airlines, airports, OEMs, suppliers and various other air transport and travel industry leaders.

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

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