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Future Travel Experience Global 2016

On the Ground Conference

Where the world's most progressive travel facilitators define tomorrow’s end-to-end passenger experience

7-9 September 2016 Mandalay Bay Resort, Las Vegas

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On the Ground Conference

Reflecting our continued dedication to improving the ground-based passenger experience, Future Travel Experience Global 2016 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’ and ‘Up in the Air’ conference streams

* Speaker Invited

Day 1 conference agendas are the same across all streams

Wednesday 7 September 10:30 - 12:00

Opening Keynote Session

the host

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

Inspirational Keynotes

Russell Dicker
Product Lead,

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
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?

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
Future Travel Experience


Sander Stomph
Director Operational Excellence,

Sebastian Herzog
Managing Director & Chief Strategist,
Lufthansa Innovation Hub

Massimo Pascotto
Head of Lab,
SAS Scandinavian Airlines

Sveinn Akerlie
CIO/Head of WOW labs,

Dante Dionne
PhD (c) – Senior IT Manager,
Innovation Technology Development Center (ITDC),
Korean Air

Amir Amidi
Managing Partner – Travel & Hospitality Center of Innovation,
Plug and Play
Wednesday 7 September 15:30 - 17:30

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

Third Working Session


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
Partner Development Manager,


Garen Moreno
Strategic Partnering,
BMW Group Designworks

Wan-Jen Jenny Tsay
Ph.D. Researcher: In-flight Experience-Driven Design,
TU Delft

Timothy Miller
Design Lead,
Thoughtfull Design

Bakari Brock
Sr. Director of Business Operations,
Lyft *

Dave Sie
Senior Manager,
Deloitte Real Estate Consulting

Greg Jones
Managing Director – Worldwide Hospitality & Travel,

Discussion topics to be announced soon


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?

Points 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

Thursday 8 September 09:00 - 10:15

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

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

LAX has an $8.5 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
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

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
Airport Customer 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
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?

Toshiya Shimada
Services Development,
Airport Quality Development,
All Nippon Airways Co. Ltd

Ivo van der Vlis
Scarabee Aviation Group

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?

Dr. Björn Becker,
Senior Director Product Management Ground & Digital Services,

Additional Panellists

Dennis A. Tierney
Vice President - Membership and Customer Experience,
oneworld Alliance
Samuel Ingalls
Assistant Director of Aviation,
Information Systems,
McCarran International Airport
Thursday 8 September 13:45 - 14:10

Post-lunch Keynote for all delegates

Thursday 8 September 14:10 - 15:30

Unique ways in which technology can be leveraged to enhance the airport experience for different passenger groups

Fifth Working Session


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.

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.


Daniel Coleman
Future Travel Experience


Unaccompanied minors

Nikki Goodman
Customer Experience Manager,
Air New Zealand

Wheelchair Service

Carlos Faxas
New Technology and Digital Concepts,
United Airlines

Dealing with the diversity at DOH

Rossen Dimitrov
Senior Vice President Customer Experience,
Qatar Airways

Late arrivals

Sander Stomph
Director Operational Excellence,

Assisting visually impaired and blind passengers

Mark O’Connor

Additional Panellists

Eric Lipp
Executive Director,
Open Doors Organization
Max Coppin
Partner Development Manager,
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?

Tony Chapman
Senior Director,
Product Management and Strategic Programmes,
Global Airports,
Rockwell Collins


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

Simon Lamkin
Chief Information Officer,
Brussels Airlines

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

Christine De Lille
Assistant Professor,
User-centered Design of Business,
TU Delft

Katinka Bergema
Postdoc Researcher in PASSME,
TU Delft
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.

* Speaker Invited

Friday 9 September 09:30 - 10:30

Day 3 Keynote for all Delegates

Keynote Presentation

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

Hilton is focused on reimagining the entire travel experience, and recent innovation projects include partnering with Uber and Google Maps on app integration efforts through to working with IBM Watson to launch “Connie”, the world’s first robot concierge in the hospitality industry. What are the lessons learned from these initiatives, and where will Hilton go next with its innovation efforts?

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


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

Chris Annetts
Commercial Passenger Services Director,
Heathrow Airport


Annet Steenbergen
Chair of the Aruba Happy Flow Board and Coordinator of Preclearance for the Government of Aruba

Janis Balkens
Vice President Commercial,
dnata *

Maksim Izmaylov
Founder & CEO,

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

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?
Friday 9 September 13:45 - 15:00

McCarran International Airport tours

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.

* Speaker Invited

Travel & Accommodation

The Mandalay Bay Resort

7th-9th September 2016, Las Vegas

The Mandalay Bay Resort and Casino in Las Vegas is the venue for FTE Global 2016, and offers unmatched luxury, fine dining, renowned entertainment, personal service and gaming excitement.

Full Travel & Accomodation Details

Vital Event Information

Future Travel Experience Global 2016 is an independent global forum that brings together airlines, airports, government agencies, vendors, 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 2016
- September 2016
Mandalay Bay Resort, Las Vegas, United States

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