Future Travel Experience Global 2014 – ‘Up in the Air’ Conference

Event Theme Announced:  "Redefining the end-to-end passenger experience"

Our move into tackling the onboard experience is the final evolution of the Future Travel Experience business unit, which began in 2006 as disCUSS and then became Check-In. We rebranded the event as Future Travel Experience in 2011 to reflect our broader focus, which extended beyond solving the queues and frustrations at the check-in area to almost every other touch-point throughout the travel continuum. With the introduction of FTE ‘Up in the Air’ (named after the film of the same name set to the backdrop of airline loyalty programmes), our focus now extends across the whole passenger journey and we were proud through our 2013 show to have started to play an important role in shaking up the passenger experience in the air.

Once more, our primary focus through this dedicated conference stream will be on big topic issues, and particularly how technology can help improve the passenger experience onboard. Our 2013 event proved that our independent and passenger-focused mentality creates discussion and progress within the industry that cannot be matched by other events in the marketplace.

At FTE Global 2014, there will be two parallel conference streams covering the latest passenger-focused efforts ‘On the Ground’ and ‘Up in the Air’. While most conference sessions will take place in separate rooms to better cater for specific airline attendee interests, at multiple points both conference steams will unite during to discuss key topics in support of our ‘Redefining the end-to-end passenger experience’ theme.

We can promise you our most ambitious agenda yet, bringing together a collection of inspiring experts from industry-leading organisations through unique session formats to explore the latest technologies, newest concepts and most innovative visions to enhance the passenger experience.

Cabin Integration Symposium, delivered in partnership by FTE and Runway Girl Network‘Cabin Integration Symposium: A deep dive exploration into the future of IFEC and aircraft interiors’

Wednesday 24 September – 9:30 – 12:30

Led by Mary Kirby, Founder and Editor, Runway Girl Network

This intense symposium will cut through the marketing jargon and news hype to discover exactly how airframers, airlines, interiors firms, IFE specialists and connectivity players are exploring ways to more efficiently work together and drive innovation in the cabin. Attendees will walk away from this event assured that they are up-to-speed on where the market stands, how it is evolving, and what they need to consider as they endeavour to create a future travel experience for passengers onboard, while driving operational benefits for airlines.

» More information on the Cabin Integration Symposium

  • Workshops/Sessions
  • Social events/Networking

2014 Conference Programme

Event Theme - "Reinventing the passenger experience through innovation, personalization and connectivity"

* invited to conference

Wednesday 24th September

‘Cabin Integration Symposium: A deep dive exploration into the future of IFEC and aircraft interiors’

09.30 – 12:30
Cabin Integration Symposium, delivered in partnership by FTE and Runway Girl Network Cabin Integration Symposium - Book now

This intense symposium will cut through the marketing jargon and news hype to discover exactly how airframers, airlines, interiors firms, IFE specialists and connectivity players are exploring ways to more efficiently work together and drive innovation in the cabin. Attendees will walk away from this event assured that they are up-to-speed on where the market stands, how it is evolving, and what they need to consider as they endeavour to create a future travel experience for passengers onboard, while driving operational benefits for airlines.

Led by Mary Kirby,
Founder and Editor, Runway Girl Network

Runway Girl Network
09.30 – 10:55

Interiors Panel

This session will address both the successes and challenges of the latest IFE/seat programmes, and ask what lessons are being learned as industry relationships and products evolve to accommodate new levels of integration (which requires new levels of IP sharing). It will look at how stakeholders are working to try and avoid severe bottlenecks in the interiors/IFE space, and whether ‘complete cabin’ solutions might ultimately prove attractive to airlines, especially as further aircraft production ramp ups are planned.

Panellists:

Ingo Gäthje,
Head of Cabin Design Office, Airbus

Airbus

Scott Savian,
EVP ZEO, the Design & Innovation Studio, Zodiac Aerospace

Zodiac Aerospace

Neil James,
Executive Director, Corporate Sales & Product Management, Panasonic Avionics

Panasonic Avionics

Chris Brady,
Managing Director, Acro

Acro

Patrick Brannelly,
Vice President, Product, Publishing, Digital and Events, Emirates

Emirates

Jon Norris,
Vice President, Sales, Lumexis

Lumexis

Duc Huy Tran,
Director Marketing & Business Development, Rockwell Collins

Rockwell Collins
11.05 – 12:30

Connectivity Panel

This session will look at what can be done – from an operational, passenger and safety standpoint ¬– when airlines view connected aircraft as a node on their networks. And it will paint a clear picture of what the connectivity linefit/retrofit market looks like so that airlines understand their options now and in the coming years.

Panellists:

John Broughton,
Director, Marketing and Product Management, Honeywell

Honeywell

Anand Chari,
Chief Technology Officer, Gogo

Gogo

David Bruner,
VP of Global Communications Services, Panasonic Avionics

Panasonic Avionics

Aditya Chatterjee,
Chief Technology Officer & Senior Vice President of Engineering, Global Eagle Entertainment

Global Eagle Entertainment

Ian Dawkins,
CEO, OnAir

OnAir

Ingo Gäthje,
Head of Cabin Design Office, Airbus

Airbus

Patrick Brannelly,
Vice President, Product, Publishing, Digital and Events, Emirates

Emirates

Kurt Weidemeyer,
VP Strategy & Business development, Inmarsat

Inmarsat
12:30 – 13:30  |  Lunch break
13:30 – 15:00

Enhancing Premium Passenger Experiences Forum Part 1

Enhancing Premium Passenger Experiences

Questions to consider:

  • What's behind the current flux of premium cabin upgrades?
  • How can airlines differentiate their passenger experience to attract premium passengers?
  • What's next in the premium passenger experience, now flat beds in Business are the standard today?
  • What are the most effective onboard facilities to create a unique onboard experience for high-value customers? What do these customers value most?
  • How can airlines from Europe and North America keep up with the 'upgrade battle' from Gulf-based and Asian carriers?
  • What role can big data play in the development of a more personal in-flight experience for premium passengers? How can airlines strike the right balance between personalisation and intrusion?
  • How do you maintain a consistent premium passenger experience within an alliance?

Enhancing the onboard experience for premium passengers to maintain loyalty and attract new customers

Chairman’s presentation: An overview of the latest trends and innovations in the premium passenger experience space
Raymond Kollau, Founder, AirlineTrends.com

AirlineTrends.com

Panellists:

How will Lufthansa evolve the onboard experience for premium passengers across its network to maintain its leading position?

Dr. Joachim Schneider,
Vice President - Product Management, Lufthansa German Airlines

Lufthansa German Airlines

How Emirates has created a unique premium passenger experience on its A380s – which include private suites, onboard lounges, shower spas and fine cuisine – and how it intends to further enhance its luxury in-flight offer

Patrick Brannelly,
VP Corporate Communications, Product, Publishing, Digital and Events, Emirates*

Emirates
15:00 – 15:30  |  Coffee break
15:30 – 17:00

Enhancing Premium Passenger Experiences Forum Part 2

Enhancing Premium Passenger Experiences

Questions to consider:

  • What are the key technologies and processes that airlines can utilise to speed-up the time taken for passengers to get from check-in/bag drop to aircraft?
  • What does the perfect premium passenger lounge look like and how can it be created?
  • Outside of the actual travel experience, what can airlines do to encourage brand loyalty among premium passengers (e.g. airline-branded lounges at sports stadiums, loyalty partnerships etc)?
  • How can airlines create a perfect level of consistency between the premium passenger experience on the ground and up in the air?
  • Can an airline alliance truly deliver a premium passenger experience that is equal to, or even better than, the experience offered by its individual airline members?
  • We have already seen airlines provide complementary limousines and pick-ups for premium passengers through “branded” collaborations. What could be next?

Enhancing premium passenger experiences on the ground to maintain loyalty and attract new customers

Chairman’s presentation: How are the demands of premium passengers on the ground evolving?
Thomas Penner, Vice President Terminal and Passenger Services, Munich Airport and Chairman, World Airport VIP Forum

Munich Airport World Airport VIP Forum

Some say the battle for the air is won on the ground, and this must arguably be most true for premium passengers travelling on business, who will often spend more time at the airport than on the plane. How is oneworld alliance, and its members, addressing this challenge?

Emi Spanakis,
Director – Customer Experience, oneworld Alliance*

oneworld

Lounges are becoming ever more important and Delta is not only providing amazing experiences at the airport through its award-winning Sky Deck concept, but at locations beyond the airport such as Chelsea FC’s football stadium. How far can airline loyalty trends go, and how will lounges evolve in terms of concepts and locations?

Claude Roussel,
Managing Director, Delta Sky Clubs*

Delta Sky Clubs
17:00 – 17:30
Opening and welcome reception
17:30 – 18:30

Opening Keynote Session

Welcome addresses:

Daniel Coleman
Event Director & Founder, Future Travel Experience

FTE

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

McCarran International Airport

What can the travel industry learn from Disney’s guest experience principles and latest initiatives, such as MyMagic+, to help create the most seamless and personalised end-to-end travel experience possible?

Bob Simmonds VP Domestic Travel Operations, Disney Destinations

Bob is responsible for helping to create the most magical experience possible for guests planning to visit any Disney destination worldwide. Whether through a phone call, an email, a web chat or even a letter, Disney helps its guests create "magical memories that last a lifetime”. Bob’s responsibilities include driving sales and guest satisfaction using advanced people, process, technology and strategies, “while sprinkling a little pixie dust”. He is also responsible for product development and the P&L for the Walt Disney Travel Company, one of the world's leading travel wholesalers providing Disney products to world-class travel industry partners and consumers. In this keynote address, he will help travel industry stakeholders identify how they can learn from Disney’s approach to help improve their own guest experience.

18:30 – 20:00

Take advantage of the vital networking opportunities provided at this Welcome Reception, where delegates can enjoy demonstrations in the exhibition for the first time during the event, as well as drinks and entertainment inspired by this year’s FIFA World Cup in Brazil, which like FTE Global brings together nationalities from all over the world in one place to showcase the best of the best.

Entertainment will include a penalty shoot-out, where a nominated representative from each country in attendance at the show will participate in a ‘sudden death knockout’ competition. The winning penalty taker, and their fellow country representatives, will be immortalised in a trophy lifting ceremony at the end of the evening!

Once more, the Welcome Reception will begin early so participants have more scope to network outside of the official event proceedings.

Thursday 25th September

08:00 – 09:00
09:00 – 09:30
FTE Global, Up in the Air Conference

FTE “Up in the Air” Keynote Address

How JetBlue is using new technology and innovation to create the best possible travel experience and deliver on its commitment of 'inspiring humanity'

Eash Sundaram

Eash Sundaram Executive Vice President & Chief Information Officer
JetBlue Airways

Etihad Airways
09:30 – 10:30

Opening Session

Opening keynote

Questions to consider:

  • How can airlines look beyond the obvious (e.g. flat beds, paid-for Wi-Fi) to create a unique onboard experience?
  • How can airlines redefine the role of cabin crew to create concierges in the air?
  • How can airlines effectively communicate their brand values through the in-flight experience?
  • How can the onboard experience be significantly enhanced for economy passengers?
  • What does the perfect IFE offering entail – embedded IFE, BYOD, wireless IFE, a combination of all?
  • Providing a great in-flight experience for long-haul passengers is often prioritised, but how can the short-haul passenger experience be improved?

Today’s cutting edge case studies of in-flight customer experience excellence achieved through technology and bold thinking

Chairman: Mary Kirby,
Founder and Editor, Runway Girl Network

Runway Girl Network

Virgin Australia recently introduced a wireless in-flight entertainment (IFE) system on domestic and short-haul international services, allowing passengers to stream content via their own tablets, smartphones and laptops. What are the results of this initiative, and what does the airline have planned next for its passengers onboard?

Mark Hassell,
Chief Customer Officer, Virgin Australia *

Virgin Australia

British Airways is investing £5 billion in new products, aircraft and technology to provide the best possible flying experience for its customers. In which specific areas has it invested, and what real difference do its passengers believe it has made to their experience?

Kate Thornton,
Head of Product and Service, British Airways

British Airways

How the new American Airlines cabin designs for the 777-200 will deliver a “life uninterrupted” experience in the skies

Alice Liu,
Managing Director of Onboard Products, American Airlines

American Airlines
10:30 - 11:15  |  Coffee break on the exhibition floor
11:15 - 12:45

Second Working Session

Second Working Session

Questions to consider:

  • What impact will the launch of next-generation satellites, such as the GX constellation network, have on in-flight connectivity in both the short- and long-term?
  • Do low-cost portable Wi-Fi networks work, and do they present a new business model that will facilitate free connectivity for all passengers?
  • How can airlines leverage big data to create a more personalised passenger experience? What are the key privacy concerns and how can they be addressed?
  • To what extent do aircraft manufacturers, airlines and suppliers need to work more closely together to ensure aircraft are connectivity-flexible and to remove the need to retrofit products in the future?
  • Following the rise of self-service on the ground, is there now an increased appetite for self-service onboard (e.g. ordering and paying for F&B via IFE systems, bringing your own content onboard, etc)?
  • How can airlines exploit connectivity to drive ancillary revenue generation?

What are the long-term future possibilities that can be leveraged onboard through connectivity and other new technologies?

Connectivity is already changing the landscape for airline operations and passenger experiences through crew empowerment and in-flight Wi-Fi, but we’re only scratching the surface of the possibilities it offers. How far can we go with leveraging its capabilities to reinvent the passenger experience onboard?

The Chairman will set the scene, and then without using slides each speaker will talk for three minutes from their seat to share their thoughts on the question set. After all have voiced their opinion, the panel will debate what they have heard and the questions to be considered.

Chairman: Rohit Talwar,
CEO, Fast Future Research

Fast Future

Panellists:

Elif Ergezen,
Head of Inflight Services, Turkish Airlines

Turkish Airlines

Brett Proud,
President & CEO, GuestLogix

GuestLogix

John Craig,
Chief Engineer, Cabin & Network Systems, The Boeing Company

The Boeing Company

Stuart Dunleavy,
Vice President - Inflight Entertainment & Connectivity, Thales

Thales
12:45 - 14:00  |  Lunch on the exhibition floor
14:00 – 14:45
FTE Global, Up in the Air Conference FTE Global, Up in the Air Conference

Post-lunch Joint Keynote for all conference delegates

FTE Global 2014 Exclusive - Integrating the destination into every part of a passenger’s travel experience: the airplane, the airport, and the city.

A passenger’s destination is the most important element of every journey. Capturing the spatial, emotional, and cultural qualities of this destination throughout the passenger journey will be a key differentiator in the design of future experiences. In this session, a multi-disciplinary team, representing academia, technology, design and government, explain how they are pushing the boundaries of design thinking and technology to connect passengers to the places they experience. The panel will discuss the design processes, outcomes and partnerships that have started to turn this idea into reality, and present their goals for the future of passenger experiences around the globe.

Anijo Mathew
Associate Professor, IIT Institute of Design, Chicago Anijo Mathew

Muki Hansteen-Izora
Research Scientist & Senior Strategist, Intel Labs Muki Hansteen-Izora

Melissa Cherry
VP of Cultural Tourism & Neighborhoods, Choose Chicago Melissa Cherry

Timothy Miller
Program Manager and Strategist, TEAGUE Timothy Miller

14:45 – 15:45

Third Working Session - Customer experience director head-to-head – what are the next steps that are necessary to achieve an onboard passenger experience transformation?

Third Working Session

Questions to consider:

  • How can airlines make significant improvements to cabin comfort in such a restricted environment?
  • In the context of the rise of BYOD, how can the existing model between the Hollywood studios and IFE providers be reworked to benefit the passengers? What are the obstacles and how can they be overcome?
  • How can aircraft manufacturers help convince airlines to prioritise passenger comfort?
  • Rather than investing in new aircraft, can a cabin transformation really be achieved through retrofitting?
  • What is the true extent of the possibilities provided by big data?

Mike Lemmon,
Design Director, Artefact

Artefact

Panellists:

Ingo Gäthje,
Head of Cabin Design Office, Airbus

Airbus

Curtis Kopf,
Vice President, Customer Innovation, Alaska Airlines*

Alaska Airlines

Robin Sparling,
Vice President In-Flight, Hawaiian Airlines*

Hawaiian Airlines

David Arconda,
Head of Customer Experience & Quality, Iberia Airlines*

Iberia
15:45 - 16:15  |  Coffee break
16:15 – 17:15

End-of-day joint keynote for all attendees

Industry Keynotes:

Sam Ingalls

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

McCarran International Airport

Views from the world’s first LCC to operate both short-haul and long-haul on how airlines can take ownership of, and redefine, the end-to-end passenger experience

Barman-Jenssen

Bjorn Erik Barman-Jenssen,
Senior Vice President Ground Operations, In-flight Services & Cargo, Norwegian Air Shuttle

Norwegian Air Shuttle

Views from one of the world’s leading hospitality companies on how the end-to-end travel experience can be truly enhanced and redefined through technology and collaboration

Sam Ingalls

Josh Weiss,
VP Brand and Guest Technology, Hilton Worldwide

Hilton Worldwide
20:00 – 23:00
Gala evening

Location – House of Blues at Mandalay Bay Resort & Casino
Timing – 20:00 – 23:00
Dress code – Business casual

Taking place at the notoriously "cool" House of Blues at the Mandalay Bay Resort & Casino, McCarran International Airport, with the support of Rockwell Collins, will be hosting a memorable evening with the finest food, drink and entertainment that Las Vegas has to offer. The venue provides a funky, folk-art atmosphere and Southern-inspired cuisine. Its music hall is the current home of resident artist Carlos Santana and the perfect venue for legendary events.

Music will be at the heart of the evening's proceedings and in addition to great, live professional music, we will be also be hosting "Rock Star Karaoke". So, as well as providing a forum for all delegates to have their say in the conference room, we will also be offering them the opportunity to share their voices with a live band behind them at the FTE Gala Party! The evening will culminate with the 2014 Future Travel Experience Awards ceremony, and a headline performance from Nevada's leading Stevie Wonder tribute.

End of day

Friday 26th September

09:15 – 10:15

Outside of the box thinking to show what will be possible by leveraging new technology throughout the travel continuum

Visionary Keynotes

Ryan Ghee

Chairman: Ryan Ghee,
Editor & Event Strategy Manager, Future Travel Experience

Future Travel Experience
Greg Jones

The future view on how technology and consumer needs will evolve, and how travel industry stakeholders should adapt to these changes

Greg Jones,
Industry Director, Worldwide Hospitality & Travel, Microsoft

Microsoft
Matt Muta

Using technology to leverage consistency across the entire journey

Matt Muta,
VP Innovation & Commercial Technologies, Delta Air Lines

Delta Air Lines
10:15 – 11:00  |  Coffee on the exhibition floor
11:00 – 12:30

The FTE Wearable Technology Forum

Wearable Technology

Is wearable a fad or, as recent evidence suggests, a powerful new tool in travel?

In recent months, interest around utilising wearable technology in a travel context has exploded. First Virgin Atlantic launched a groundbreaking trial using Google Glass and Sony Smartwatches to deliver a high-tech, personalised passenger experience in the Upper Class Wing at London Heathrow Airport, and since then we have heard publicly that London City Airport is exploring how it can leverage Google Glass from an airport operations perspective. We’ve also had further announcements from the likes of Iberia, Vueling and airberlin that their passengers will be able to download boarding passes directly to their wearable devices.

However, we are only scratching the surface of what is possible through wearable technology across the travel continuum and this Forum will provide an invaluable platform for first-movers to share what they are doing, and the lessons they have learned along the way. It will provide a unique platform for our speakers and audience to explore together where wearable technology is going next and how airlines, airports, service providers, concessionaires, immigration, security agencies and other travel industry stakeholders can take advantage of these technologies to improve future business performance and passenger experiences.

Format: Cutting-edge case study presentations to showcase how wearable technology is being leveraged today, before moving into a wider panel discussion on where the technology is going next and what opportunities it might present for the travel sector going forward.

Chairman’s Opening Presentation:

Thoughts on next-generation wearable devices, such as those that will allow you to unlock personal devices and pay bills using only your biometrics, and what these might mean for travel.

Julian Beltrán,
CEO, Droiders
julian beltran

Droiders

Panellists:

Since February this year, Virgin Atlantic has been trialling smartwatches and Google Glass in its Upper Class Wing at Heathrow to provide next-generation customer service to passengers. What are the results and lessons learned from these first-mover efforts, and will wearable be a key technology leveraged by the airline going forward?

Joint presentation from:

Tim Graham,
IT Innovation and Development Manager, Virgin Atlantic Airways

Virgin Atlantic Airways

Jim Peters,
Chief Technology Officer, SITA

SITA

How wearable technology could automatically identify passengers using facial recognition technology across the travel process, helping to create a more personalised and seamless experience at key points at the airport and in-flight

Dan Cui,
Vice President Business Development, Vuzix Corporation

Vuzix Corporation

Experiences and lessons learned from Iberia – the airline that has gone furthest with leveraging wearable technology

Dimitris Bountolos Montabes,
Vice President of Customer Experience, Iberia Airlines*

Iberia Airlines
12:30 – 13:45  |  Lunch on the exhibition floor
13:45 – 14:45
FTE Global, Up in the Air Conference FTE Global, Up in the Air Conference

Unconference Sessions

unconference

Unconference is a facilitated, participant-driven approach, which will see the conference room rearranged into a series of specific working areas where delegates (who will be led by a specialist facilitator) can share experiences and ideas across the following subjects:

Strategies to enhance the end-to-end travel experience

Facilitated by Duncan Abell,
VP of Creative, Global Eagle Entertainment

Global Eagle Entertainment

The future of airport common use

Ryan Ghee,
Editor & Event Strategy Manager, Future Travel Experience

Future Travel Experience

Leveraging technology onboard to personalise passenger experiences and drive spending

Facilitated by Raymond Kollau,
Founder, AirlineTrends.com

AirlineTrends.com

Leveraging technology at the airport to personalise passenger experiences and drive spending

GlennTinley,
President and Founder, MEXIA Interactive

FTE
15:30 – 17:00
Las Vegas McCarran International Airport tour End of day