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


Future Travel Experience Global 2016

Terminal Design & Delivery Summit

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


FTE Global 2016 took place in Las Vegas, with 613 delegates and 50 exhibitors. Please mark your diaries and subscribe for updates on FTE Global 2017, returning to Las Vegas on 6 - 8 September.

If you can’t wait until then, please join us at Future Travel Experience Asia EXPO 2016, taking place from 25-26 October at the Marina Bay Sands, Singapore.

Hosted By

Headline Partner

Supporting Partner

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Platinum Sponsor

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Sponsor

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Sponsor

Terminal Design & Delivery Summit

FTE Global 2016 will host the first ever FTE Terminal Design & Delivery Summit, which has been created to help those responsible for designing the terminals of the future get customer experiences right. Introduced in response to overwhelming industry demand, it will place an emphasis on exploring how terminal design must evolve to accommodate the increasing role of new technology throughout the travel process.

This unique Summit will attract a variety of stakeholders, ranging from architects, airport planners, and engineering and design firms, to airport planning managers, airline corporate real estate executives, government agencies and financing companies, all keen to share their expertise and collectively define tomorrow’s airport terminal. This independent conference will place an emphasis on ensuring all voices in this field are heard, offer future-focused and inspirational thinking, and provide a mandate to use design to create better passenger experiences.

All delegates will also have access to the ‘On the Ground’ and ‘Up in the Air’ conference streams.

Go to agenda

Delegates can expect a deep-dive focus on topics such as:

  • What airside/landside will look like in the future
  • Approaching refurbishment and new build projects
  • Designing and building in flexibility to future-proof small, medium and large airport terminals
  • Optimising the physical layout of terminals and leveraging next-generation wayfinding
  • Bringing the destination into the airport terminal
  • Maximising commercial revenues through terminal design
  • Designing immersive terminal experiences where technology and physical surfaces work in tandem
  • Regulatory changes and challenges, environmental concerns and considerations, and future financing models

* 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.


Chairman


Ryan Ghee
Ryan Ghee
Editor,
Future Travel Experience

Panellists


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,
WOW Air
Dante Dionne
Dante Dionne
PhD (c) – Senior IT Manager,
Innovation Technology Development Center (ITDC),
Korean Air
Renaud Irminger
Renaud Irminger
Director of SITA Lab,
SITA
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,
Google

Working Groups

"Terminal Design"


Facilities are no longer just buildings – they can be digital platforms. How do you digitise real estate and manage all the opportunity that comes from that?

Dave Sie
Dave Sie
Strategy Consultant,
Deloitte Real Estate Consulting

How can we build better customer experiences through the integration of digital technology and the physical environment?

Timothy Miller
Timothy Miller
Director,
Thoughtfull Design, Seattle

How should airports go about their ground transportation planning when the ways in which passengers arrive and depart is changing so much thanks to operators like Lyft?

Bakari Brock
Bakari Brock
Sr. Director of Business Operations,
Lyft

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?

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

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,
Microsoft

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

How far can you go with integrating technology into airport terminal designs, and what are the best approaches to future-proofing airport facilities?

Fourth Working Session

Session Info


Format:
End-to-end case study presentations followed by panel discussion


Conference Chairman


Kiran Merchant
Kiran Merchant
CEO,
Merchant Aviation & Chairman of Airport Terminal of the Future

Presenters


The American Airlines view on how terminals of the future should be designed, and developed, to support domestic and international airline efforts

How is Gatwick adapting its facility design approach to accommodate extensive use of technology?

Parallel Industry inspiration – what can the airport industry learn from the design and development of the most sustainable and connected office building in the world – The Edge in Amsterdam, home to Deloitte


Questions to Consider


  • How do you design immersive terminal spaces where technology and physical surfaces intersect and work in tandem?
  • What are the opportunities arising from wearable technology and how can the tech interact with terminal design?
  • Recent events in Brussels have started the discussions on making the whole terminal “secure” like in some Asian and Middle Eastern countries. How would you design a secure terminal fit for today and tomorrow’s threats?
  • Sustainability for the terminal of the future is a whole new area of opportunities that is in its infancy. How can we bring some of the groundbreaking building technology into terminal design?
  • How do you design and build in flexibility so the facility can be adaptable?
  • What are the possible regulatory changes designers should be aware of?
  • What does airside/landside look like in future?
  • How should you approach refurbishments?
  • How can we design and deliver terminals faster, and what can we learn from other sectors on this front?
  • How do you approach projects differently at small, medium and large terminals?
  • How do you approach design at growing airports versus those with steady traffic?
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 Travelocity.com, Founding Chairman of Kayak.com 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

How do you design a terminal to deliver sense of place, commercial appeal and stakeholder efficiency, while meeting the needs of tomorrow?

Fifth Working Session

Session Info


Format:
End-to-end case study presentations followed by panel discussion


Conference Chairman


Kiran Merchant
Kiran Merchant
CEO,
Merchant Aviation & Chairman of Airport Terminal of the Future

Panellists


What was the strategic future thinking behind JetBlue’s recent redevelopment of JFK T5?

The Westfield view on how airport design should evolve going forward to best accommodate technology and consumer needs.

How is Technology, (IOT, M2M, LIFI, etc.) playing a role in Delivery, Operations, and Maintenance in Infrastructure?


Additional Panellists



Questions to Consider


  • How do you design terminals from a “maximising commercial revenues” perspective?
  • How can you bring destination and a sense of place into terminal design?
  • How can you use design to make the airport a destination in its own right?
  • Back of house (operations spaces, which are usually an afterthought from a terminal designer’s POV) – how do we make improvements here so we can improve the service on offer?
15:30 - 16:15
Coffee break on the exhibition floor
Thursday 8 September16:15 - 17:30

FTE Design & Delivery Think Tank- Airport Terminal 2025 – Dubai Airport T1 Redevelopment

Sixth Working Session

After the success of the FTE Airports 2025 and Onboard 2025 Think Tank projects, we now take on the challenge of helping to redefine the design approach for airport terminals of the future. We have brought together a think tank of leading industry figures committed to change, tasked with developing and delivering a presentation that tackles the following brief:

“How would the Think Tank team redesign Dubai Airport’s T1 today to meet the technology and passenger demands of the next 20 years?”

Think Tank Captain


Think Tank Members


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

Zappos.com (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
Advisor,
Zappos.com
Tyler Williams
Tyler Williams
Fungineer,
Zappos.com
10:30 - 11:15
Coffee break on the exhibition floor
Friday 9 September 11:15 - 12:45

How should airport design evolve to cater for the changing ways in which passengers arrive/depart and then move around airport facilities?

Seventh Working Session

Session Info


Format:
End-to-end case study presentations followed by a panel discussion



Conference Chairman


Kiran Merchant
Kiran Merchant
CEO,
Merchant Aviation & Chairman of Airport Terminal of the Future

Panellists


How is MSP adapting its design approaches to reflect the new ways in which passengers are leveraging new technologies and services to get to, move through, and then leave the airport?

City way finding vs airport way finding? Experiences gained and ideas developed from projects, and how these could transfer to the airport sector

The Empowered Passenger: How empowering passengers has gone from unimaginable to unavoidable

Roddy Boggus
Roddy Boggus
Executive Vice President, Aviation,
Suffolk Construction Company

12:45
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


What the experts are saying


Kiran Merchant

“It’s great news that FTE Global 2016 will host the first Terminal Design & Delivery Summit, because there is a clear need for everyone involved in the design and development of tomorrow’s airport terminals to come together under one roof to collectively define the direction we will take.

New technologies are creating huge opportunities to optimise future airport terminals and to improve the customer experience along the way, and the FTE Terminal Design & Delivery Summit will undoubtedly play a crucial role in driving inventive thinking, collaboration and the creation of cohesive strategies among all involved.”

- Kiran Merchant, Chairman, Airport Terminal of the Future

T.J. Schulz

“The Airport Consultants Council’s mission is to deliver excellence in airport development, which dovetails perfectly with the purpose of FTE’s new Terminal Design & Delivery Summit. By bringing together all of the key stakeholders involved in the design and delivery of new terminal facilities, this Summit will help to foster co-creation and the welcome sharing of expertise. The ACC looks forward to playing an important role in this debate.”

- T.J. Schulz, President, Airport Consultants Council

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.

Event
Future Travel Experience Global 2016
Date
- September 2016
Location
Mandalay Bay Resort, Las Vegas, United States

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