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

On the Ground Conference

No industry event does more to inspire, engage and connect its participants

6-8 September 2017 Mandalay Bay Resort, Las Vegas

Headline Partner:

Headline Partner:




FTE global Supporting Partner ACC Airports Consultants Council
Supporting Partner

FTE global Supporting Partner AAAE
Supporting Partner

FTE global Supporting Partner Airport Terminal Of The Future

FTE global Supporting Partner Rockwell Collins

FTE global Supporting Partner Rimowa- Electronic Tag


FTE global Silver Sponsor Gemalto

On the Ground Conference

Reflecting our continued dedication to improving the ground-based passenger experience, Future Travel Experience Global 2017 will once again include an ‘On the Ground’ conference stream, focusing on the latest developments and future trends relating to each of the key passenger touch points and technologies. In-depth conference sessions featuring a wide variety of industry experts will focus on a range of topics, including pre-travel, check-in, baggage, security, immigration, arrivals and post-travel.

The ‘On the Ground’ stream will also explore how stakeholders can leverage mobile advancements, wearable technology, robotics, artificial intelligence, big data, advanced analytics, single biometric tokens and personalisation to improve the customer experience and enhance operational efficiency. All delegates will also have access to the ‘Terminal Design & Delivery’, ‘Labs and Start-up Symposium’ and ‘Up in the Air’ conference streams.


Early opening keynote speech preview:

“ANA's endeavour to redefine its business to impact all 7 billion people on Earth.”

The specifics are under embargo, but delegates can expect a dynamic presentation from those behind a truly ground-breaking All Nippon Airways project.

Does your organisation have a transformation story or future vision to tell?

Contact our team with your ideas

New session formats for 2017

At FTE Global 2017, new session formats will complement the in-depth conference sessions and inspirational keynotes that FTE events are renowned for. There will be rooms dedicated to each session format, which will be allocated to the four conference streams at different times during the three-day programme, helping us take education and engagement to a whole new level.

Attendees can expect each stream to feature the following formats:





The planning for who will speak, and on which topics, is yet to get underway but to get a flavour of how we approach our conference education, please see our 2016 conference line-up below.

* Speaker Invited

Day 1 conference agendas are the same across all streams

Wednesday 7 September 10:30 - 12:00

Opening Keynote Session

Welcome from the host

Samuel Ingalls
Samuel Ingalls
Assistant Director of Aviation,
Information Systems,
McCarran International Airport

Inspirational Keynotes

Russell Dicker
Russell Dicker
Head of Airport Experiences,
Uber Technologies

What are Uber’s views on how the end-to-end travel experience can be improved, and how will the company further increase its interest and efforts around air transport?

Eash Sundaram
Eash Sundaram
EVP Innovation & CIO,
JetBlue Airways & Chair of JetBlue Technology Ventures,

Innovation has been core to JetBlue since it launched its first flight in 2000. From its immersive orientation to its venture capital subsidiary, JetBlue is shaping the end-to-end travel experience with the next wave of innovation. How will it keep its edge after firmly establishing itself as an international airline with thousands of crewmembers and nearly 100 destinations?

12:00 - 13:30
Official exhibition opening, lunch break and networking on the exhibition floor
Wednesday 7 September 13:30 - 15:00

Airline Lab
& Start-Up Symposium

Second Working Session

In recent years, many of the world’s leading airlines have launched their own Innovation Labs with the aim of engaging with start-ups and equipping themselves with digital capabilities and new business ideas that will help them reimagine the future of the air transport business. This session will bring together a number of the leaders of these divisions and start-up incubators to find out what they are working on, and to get their take on how technology and passenger behaviour will change over the next 10 years.

Format: Following the Chairman’s slides, the panellists will each deliver 10-minute presentations before a panel discussion begins.


Ryan Ghee
Ryan Ghee
Future Travel Experience


Sebastian Herzog
Sebastian Herzog
Managing Director & Chief Strategist,
Lufthansa Innovation Hub
Massimo Pascotto
Massimo Pascotto
Head of Lab,
SAS Scandinavian Airlines
Sveinn Akerlie
Sveinn Akerlie
CIO/Head of WOW labs,
Dante Dionne
Dante Dionne
PhD (c) – Senior IT Manager,
Innovation Technology Development Center (ITDC),
Korean Air
Renaud Irminger
Renaud Irminger
Director of SITA Lab,
15:00 - 15:30
Coffee break
Wednesday 7 September 15:30 - 17:30

The FTE Co-creation Forum
– Outside of the Industry Special Edition

Third Working Session

Session Info

We want FTE to be an industry change catalyst and we are making more efforts to facilitate actual industry collaboration at the show, as opposed to just discussing the need for it, which is why we are continuing to build the FTE Co-creation Forum two years after its successful introduction. The session will provide a discussion 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.

There will be groups in different working zones, each with their own captain working in a parallel sector who will lead discussions on each table and help inspire out-of-the-box thinking. At the start of the session, each delegate will join one of the discussion groups. They will then play an important role in forming ideas and conclusions within that group, which will be shared by the captains through the post-event report, and will also be passed to industry associations to help influence their next steps, so the good work can live beyond our time together in Vegas.

Session Chairman

Max Coppin
Max Coppin
Partner Development Manager,

Working Groups

"On the Ground"

How can we use immersive technologies to create the airport experience of tomorrow?

Greg Jones
Greg Jones
Managing Director – Worldwide Hospitality & Travel,

The future of travelling with baggage

Katinka Bergema
Katinka Bergema
Postdoc Researcher in PASSME,
TU Delft

How airlines can deliver a personalised customer experience during operational disruptions

Kartik Ganeshan
Kartik Ganeshan
Director & Chief Architect, Travel and Hospitality,

Special industry working group

Reimagining airport security checkpoints

Chris Runde
Chris Runde
Airport Innovation Accelerator,
Colleen Manaher
Colleen Manaher
Executive Director,
Program Analysis, and Evaluation,
OFO, U.S. Customs and Border Protection
Steve Redlinger
Steve Redlinger
Senior Business Liaison,
U.S. Department of Homeland Security

FTE is passionate about driving industry change and excited to be supporting the efforts of AAAE’s Airport Innovation Accelerator, which exists to explore, discuss, and launch innovations in airports. We know that the FTE community creates great ideas through our co-creation sessions, and through this new partnership, this output can now be utilised by AAAE as they work to create a set of prioritised and vetted solutions, ready for implementation by their airport members and stakeholder partners on a key range of industry issues, where improvements need to be achieved.

Digital Transformation groups

Designing omni-channel customer experiences

Deborah Stone-Wuld
Deborah Stone-Wuld
Vice President, Sales Distribution and Customer Service,

Introducing AI into your business efforts

Patrick Duncan
Patrick Duncan
Vice President Product,

Achieving digital transformation – what are the enablers and success stories, and what should your own overarching strategy look like?

Dimitris Bountolos
Dimitris Bountolos
COO of Zero2Infinity & Transport,
Travel Senior Advisor for McKinsey

How can technology be used at the right times to deliver a better, more personalised travel experience?

Mohammad Gaber
Mohammad Gaber
Head of Industry Strategy & Marketing (Travel & Hospitality),

Key questions
for working groups to consider

  • What are the biggest challenges to improving performance in this area from each stakeholder perspective?
  • Taking into consideration the challenges facing each party involved, what are the best ideas for improving these areas from each stakeholder perspective?

to Consider

when forming collective conclusions and recommendations

  • What collaboration model(s) could help achieve these improvements?
  • What are the realistic timeframes for executing these plans?
  • Who should fund/lead the improvements?
Wednesday 7 September 17:30 - 19:00

Rio 2016 Olympics themed FTE Global 2016
Welcome Reception

on the exhibition floor

Make the most of the vital networking opportunities provided at the FTE Global 2016 Welcome Reception, where delegates can enjoy demonstrations in the exhibition for the first time during the event, as well as drinks and Rio de Janeiro-inspired entertainment. The Welcome Reception will begin early so participants have more scope to network outside of the official event proceedings.

* Speaker Invited

08:00 - 09:00
Thursday 8 September 08.10 – 09.00

US CBP breakfast briefing

Colleen Manaher
Colleen Manaher
Executive Director, Planning, Program Analysis, and Evaluation Office,
U.S. Customs and Border Protection (CBP), Department of Homeland Security (DHS)

“U.S. Customs and Border Protection’s Tailored Approach to Implementing
a Biometric Exit Program in Partnership with the Air Industry”

Building off the air industry’s efforts to innovate and transform the end-to-end travel process, CBP is expanding its public / private partnerships to secure and enhance the traveller experience. Delegates of FTE Global are invited to join a special breakfast briefing, where Ms. Manaher will outline CBP’s strategic vision to meet the biometric exit challenge beginning with major airports in 2018, and how CBP is looking to work with stakeholders on achieving that goal.

Thursday 8 September 09:00 - 10:15

Joint “On the Ground” and “Terminal Design & Delivery” Keynote Addresses

Welcome Remarks

Roddy Boggus
Roddy Boggus
Vice Chair of the ACC Board of Directors,
Airport Consultants Council (ACC)

Deborah Flint
Deborah Flint
Executive Director,
Los Angeles World Airports (LAWA)

LAX has an $14 billion capital development programme under way to transform the entire airport into one of the world’s best, delivering outstanding guest experiences throughout all its facilities. What role will technology, collaboration and design play in delivering this exciting vision?

Greg Jones
Greg Jones
Managing Director – Worldwide Hospitality & Travel,

Lessons learned from Microsoft’s unique passenger research project, and leveraging a new generation of technology such as cognitive services and HoloLens to design and navigate tomorrow’s airport terminal

10:15 - 11:00
Coffee break on the exhibition floor
Thursday 8 September 11:00 - 12:30

Technology vs Human Touch - How do you successfully blend approaches to create perfect customer experiences?

Fourth Working Session


Antoine Rostworowski
Antoine Rostworowski
Airport Passenger Experience and Technology,
ACI World


Exclusive - As part of its service transformation efforts, Heathrow Airport conducted a CX journey mapping exercise and identified many areas of opportunity. At FTE Global they now reveal the strategies to address these challenge areas through a combination of new initiatives leveraging digital, brand, infrastructure, staff and partner stakeholders on the airport.

Ian Hanson
Ian Hanson
Director of Customer Service,
Heathrow Airport

The Japanese have a great tradition of leveraging cutting edge technology to enhance customer experiences. As they plan for the Tokyo 2020 Olympics and beyond, how will the country strike a balance between taking advantage of new technology and maintaining a strong service presence, and how should this approach differ for passengers from different continents?

How does Lufthansa plan to leverage next-generation automation and digital self-service to create walkthrough experiences, while retaining a personalised human touch throughout the journey?

Additional Panellists

12:30 - 13:45
Lunch break on the exhibition floor
Thursday 8 September 13:45 - 14:10

Post-lunch Keynote for all delegates

Terry Jones
Terry Jones
Founder of Travelocity,
Founding Chairman of Kayak and Chairman of WayBlazer

Taking Flight: how artificial intelligence will transform the travel industry

Every business needs to innovate, but where do you start? In this keynote, Terry Jones will share ways for organisational innovation. Drawing from his experiences as the founder of, Founding Chairman of and Chairman of WayBlazer, Jones will guide the audience on ways to turn innovation from an academic exercise into an everyday skill. He will cover specific innovation within travel, focusing on artificial intelligence and what it means for airlines, airports, suppliers and travellers alike.

Thursday 8 September 14:10 - 15:30

Unique ways in which technology can be leveraged to enhance the airport experience for different passenger groups, and ease the effect of disruptions

Fifth Working Session

Session Info

This session will explore the unique ways in which technology can be used to enhance the airport experience for different passenger groups, including blind, hard of hearing and elderly travellers, millennials, unaccompanied minors, obese passengers, different nationalities, late arrivals etc. Following major incidents over the Summer the panel will also debate how technology can be utilised to better support passengers during times of disruption.

Format: Scene-setting presentation before each panellist talks about what they’re doing in a certain area. This will then be discussed in a Q&A with the panel before moving on to the next topic.


Cees De Vos
Cees De Vos
Independent Consultant and Industry Processing Veteran,
Foxies Consult


Unaccompanies Minors

Nikki Goodman
Nikki Goodman
Customer Experience Manager,
Air New Zealand

Wheelchair Service

Carlos Faxas
Carlos Faxas
New Technology and Digital Concepts,
United Airlines

Dealing with the diversity at DOH

Rossen Dimitrov
Rossen Dimitrov
Senior Vice President Customer Experience,
Qatar Airways

Assisting visually impaired and blind passengers

Aura Moore
Aura Moore
Deputy Executive Director/CIO, Information Management & Technology Group,
Los Angeles World Airports

Additional Panellists

15:30 - 16:15
Coffee break on the exhibition floor
Thursday 8 September 16:15 - 17:30

Airport Futures - Where will airport processes begin in the future, how will we make terminal experiences more seamless and secure, and what technologies will facilitate this?

Sixth Working Session

Chairman's Presentation

Which technologies will provide the backbone to the airport of the future?


How is Brussels Airlines working to drive change after the terrorist attacks?

Progress report on PASSME: an industry-driven, passenger-centric increase of experience AND a 60-minute reduction in travel time, plus findings from recent industry gathering focused on moving baggage away from the airport

Experiences and lessons learned from the recent rollout of Europe’s largest self-service bag drop, and insight on where Gatwick will go next with leveraging biometrics and other new technologies

Gavin Jackson
Gavin Jackson
Change Manager,
London Gatwick Airport
Thursday 8 September 19:30 - 22:30

Gala Party

“Mardi Gras” themed FTE Global 2016 Gala Evening and FTE Awards Ceremony at the House of Blues

Hosted by McCarran International Airport and sponsored by Rockwell Collins, we can guarantee you a memorable evening with the finest food, drink and entertainment that Las Vegas has to offer at the FTE Global 2016 Gala Party. The event will be this year’s premiere networking event, providing a perfect opportunity to unwind and network with fellow attendees in a relaxed environment. The evening will take place at the House of Blues at the Mandalay Bay Resort, and will also play host to the Future Travel Experience Awards 2016 ceremony. Live entertainment will be provided by the Lucky Devils Band, a premium 8-piece band specialising in high-energy music with a “cooler-than-average” song list. The social and networking events are open to all FTE Global delegates.

View the photos

* Speaker Invited

09:00 - 09:30
Light Breakfast, Networking and Exhibition Showcase on exhibition floor
Friday 9 September09:30 - 10:30

Day 3 Keynote for all Delegates

Keynote Presentation

The Power of Partners for the Guest Experience from Beginning to End

Hilton is focused on reimagining the entire travel experience from booking to reliving the memories, creating a more and more personalized experience in the room and beyond. Partnering with companies like Uber, Tesla and Amazon enabled Hilton to lead a number of industry firsts and provide an exceptional experience that extends outside just the time spent on-property. What are the lessons learned and where will Hilton go next with its innovation efforts?

Jonathan Wilson
Jonathan Wilson
Vice President of Product Innovation and Brand Services,
Hilton Worldwide

Joint Keynote Presentation

Delivering Happiness: From E-Commerce to Travel (part of the Amazon family), a US-based industry leader in e-commerce customer satisfaction, is renowned for its company culture and innovative management practices. What can the travel sector learn from Zappos, and how would Zappos redefine the end-to-end passenger experience given the chance?

Maggie Hsu
Maggie Hsu
Tyler Williams
Tyler Williams
10:30 - 11:15
Coffee break on the exhibition floor
Friday 9 September 11:15 - 12:45

Data Sharing Symposium - What are the possibilities that could be realised through effective data sharing between stakeholders, and how do we overcome the obstacles to achieving those visions?

Seventh Working Session

Session Info

Following a series of scene-setting presentations the panel will then debate what they have heard, contribute their own ideas and discuss ways forward which will help achieve true industry progression.

Chairman's Presentation

Exclusive – Heathrow shares its Data Sharing Charter and its experiences of rolling out the initiative with its airline customers


Questions to Consider

  • How do we data share to enhance service and provide valuable information to passengers?
  • How do you achieve true operational benefits through data sharing?
  • How do you drive mutually beneficial commercial propositions through data sharing?
  • How do you effectively data share with third parties from ground handlers through to hotels who all define the end-to-end customer experience?
  • How do you achieve data sharing between government agencies, and control authorities, to achieve goals like clearing immigration of your arrival country before you travel on your departure flight?
Conference close
Friday 9 September 13:45 - 15:30

McCarran International Airport and Technovation Center Tours

Option 1

McCarran International Airport Tour

A showcase of passenger experience and design excellence – guided tours of Las Vegas McCarran International Airport T3 will start kerbside and work through the terminal and onto the apron.

Option 2

Technovation Center Tour

Technovation Solutions operates the Technovation Center in Las Vegas, focused on bringing rich, unique customer experience and staff engagement strategies to the Hospitality, Travel, and retail verticals. They showcase the latest customer facing and staff facing technologies allowing creation of “connected” customer experience with all the supporting staff and technology platforms to execute against these experiences. Their ecosystem of partners, including Microsoft, Intel, and NEC, (among others) allow us to showcase market leading technologies in a full range of areas including guest experience, IoT and connected space capabilities, application development, digital menus, table side ordering, POS, location-based and mobile marketing, supply chain management, financial management, energy management, sophisticated data analytics, and technologies that provide increased operational efficiencies.

They have recently launched a collaborative solution called the “Connected Room” that is scalable and fits well into the travel and hospitality verticals providing tablet and BYOD-based space and guest room management services including dining, concierge/valet services, entertainment, and room management services (e.g.—lighting and temperature controls.) Their collaborative approach and focus on solutions sales to the market and our ability to provide live immersive experiences provide a differentiated sales capability for partners in their ecosystem. It provides them with the ability to engage with clients in a unique and highly productive manner, and provide thought leadership throughout the sales process. Technovation Solutions ability to translate products into solutions for clients across verticals has been the cornerstone of their success with clients and partners.

* Speaker Invited

Other Conference Streams Include:

Up in the Air

Terminal Design & Delivery

Labs & Start-Up

Travel & Accommodation

The Mandalay Bay Resort

6 - 8 September 2017, Las Vegas

The Mandalay Bay Resort and Casino in Las Vegas is the venue for FTE Global 2017, and offers unmatched luxury, fine dining, renowned entertainment, personal service and gaming excitement.

Full Travel & Accomodation Details

Why attend FTE Global?

Read what others are saying about FTE Global...

“FTE Global gives us a lot of opportunities to explore products and services that we otherwise don’t have time to do. The exhibition has been very good, and the panellists in the conference sessions have been perfect. FTE Global is the reference event for the industry.”

Pedro Casimiro, Ground Product and Ground Processes Manager, Brussels Airlines

“It has been great attending FTE Global. The conference sessions have really informed our thinking and the FTE Collaboration Forums were particularly good in generating a high level of interaction. FTE Global is highly recommended – I will definitely attend again.”

Max Coppin, Partner Development Manager, Google

“In my position I’m looking at trends and early stage concept development, so for me this event is perfect.”

Jens Andreas Huseby, Senior IT Advisor IT Strategy, Architecture & Innovation, Avinor

“It is excellent to have the ‘Up in the Air’ stream. The conferences are definitely addressing the right issues. You hear about ideas, visions and aspirations – there is big value to attending FTE Global.”

Dr Joachim Schneider, Vice President Product Management, Lufthansa

“I was very impressed with the quality of the keynote speakers. The conference sessions have been very relevant, with technology and connectivity being pertinent themes.”

Noel Schroder, Strategic Vendor Manager, Business Performance Group, Air New Zealand

“There have been some very interesting insights in the conference sessions about where technology in the industry is heading. The networking opportunities have been excellent, and the social events were very enjoyable.”

Naohiko Yuzawa, Manager Security Products Marketing Electronics Department, All Nippon Airways

“This event makes us think about the future. The speakers have all been excellent and have made us think about things from a different perspective.”

Doug Caines, Vice President Business Development, Customer Service & Operations, North America & Asia Pacific, British Airways

“FTE has had all of the major players here this year – the key industry leaders are here. The topics addressed in the conference sessions have been timely and interesting and I have certainly learned a lot.”

John Craig, Chief Engineer, Cabin & Network Systems, Commercial Airplanes, Boeing

“There are very few events where airlines can get together and talk about what they’re doing. Here at Future Travel Experience, we are able to hear in detail the experiences of others.”

Tim Graham, Senior Manager – Integration, Development & Innovation, Virgin Atlantic Airways

Vital Event Information

Future Travel Experience Global 2017 is an independent global forum that brings together airlines, airports, government agencies, vendors, start-ups, terminal designers, architects, ground handlers, destination partners and various other travel industry stakeholders to define tomorrow’s end-to-end passenger experience.

Future Travel Experience Global 2017
- September 2017
Mandalay Bay Resort, Las Vegas, United States

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