Conference Programme
- Quick links:
- Wed 8 Feb
- Thur 9 Feb
- Fri 10 Feb
Wednesday 8 February
Rohit Talwar is a global futurist and award-winning speaker who focuses on the future aviation, travel, tourism and meetings sectors. He leads Fast Future Research providing advice to industry leaders around the world on the ideas, trends and forces that could shape future strategies and business models. He is currently running a major study with Amadeus on the Future Airport Passenger Experience. Rohit has worked and spoken in over 50 countries on six continents. His clients include 3M, Aéroports de Paris, Amadeus, Intel, Nokia, Panasonic, Sabre, SAP, Schiphol Airport, Travelport and a range of government and city agencies around the world.
Just $400 more
Airports 2025 – Developing a Roadmap to the Future Workshop
"Transforming Airport Profitability by Rethinking the Airport Experience in an era of Personalisation"
This fast-paced and highly interactive workshop will be led by global futurist and airline industry specialist Rohit Talwar. The workshop will draw on key insights from Fast Future's research on Airports 2025 to help delegates explore how their strategy and business models may need to evolve in order ensure airports remain profitable and attractive in a rapidly changing world. This workshop will draw on a combination of presentations, small group activities and large group discussion.
The key themes to be explored will include:
- Customer insight – Understanding the needs and expectations of tomorrow's passenger
- Airport navigation – Personalising and streamlining the passenger journey
- Reworking the model – How might shortened passenger journey times through the airport impact key areas such as retail and dining?
- Shopping and dining – Rethinking the retail, food and beverage propositions – what can we learn from the high street and shopping centres
- Building relationship – Leveraging social media to deepen and extend the dialogue with passengers
- Entertainment – Enhancing the passenger experience – the airport as a leisure destination?
- Ancillary revenues – Developing profitable new income streams in the airport environment
- Roadmapping change – Building a clear roadmap to ensure future success
KLIA Airport Tour, including briefing presentation on new KLIA2 LCC terminal
Malaysia Airports will also facilitate for FTE Asia delegates a tour of its impressive facilities at KL International Airport (KLIA) where many IATA StB and immigration driven initiatives can be seen in action. Since its inauguration in 1998, KLIA has won numerous awards from international organisations such as Skytrax, Airport Service Quality and IATA.
With its continuous efforts to provide excellent services to passengers, the airport has emerged as one of the top five airports in the world.
Hosted by:
Future Travel Experience Asia Welcome Reception
Take advantage of the vital networking opportunities provided at this Welcome Reception where delegates can enjoy a preview of the exhibition, as well as outstanding food and drinks in a relaxed atmosphere.
Thursday 9 February
Day 1 – Keynote Address
How will the new low-cost carrier terminal 'KLIA2' deliver an enhanced passenger experience while ensuring lower costs for airlines?
Tan Sri Bashir Ahmad
Managing Director, Malaysia Airports and ACI Regional President, Asia-Pacific
Opening Session
Welcome Address
Daniel Coleman
Founder & Event Director, Future Travel Experience
Second Working Session
Is Asia now ready to embrace a travel experience centred around self-service initiatives?
High–level panel discussion where each presenter will give their opinion and debate the topics raised.
Questions to consider
- Is self-service more economical than full-service in Asia?
- Do Asian travellers embrace self-service, or do they prefer to queue longer to see a human agent?
- What is more efficient for the airline and the passenger – self-service kiosks or roving agents with handheld devices?
- Can self–service deliver the outstanding personal customer service most Asian travellers demand?
- How successful have self-service offsite check-in efforts been in Asia?
- Are permanent bag tags the answer to truly revolutionising self–service?
Chairman's presentation: What are IATA's strategic plans on the Passenger Experience beyond 2012, and how extensive is self-service across the Asia-Pacific region now?
Paul Behan,
Head of Passenger Experience, IATA
Panellists:
- James F. Ratteree, AIA Consultant / AirAsia Facilities, Project Manager AirAsia Bhd.
- Mike Chew, Director Airport Services and Reservations, Star Alliance
- Jim Martin, Managing Director, Asia Pacific, Arinc
- Keiichi Ueda, Senior Manager Corporate Planning, Tokyo International Air Terminal (TIAT)
Third Working Session
Examples of current and imminent innovative passenger and baggage processing initiatives from travel industry stakeholders
Chairman: Benjamin Asmar
Programme Manager, Virgin Australia
Utilising CUSS, common bag drop and mobile boarding to deliver a seamless passenger experience in Tokyo
Keiichi Ueda
Senior Manager Corporate Planning, Tokyo International Air Terminal (TIAT)
Learnings from the NFC (smart pass) launch and a look at what's to come from SAS to improve the passenger experience on the ground
Per Wahlstedt
Director Product Strategy & Development, Product & Customer Services, SAS Scandinavian Airlines
Results from AdP's innovative new automatic 2-step baggage drop-off project
Sébastien Pichereau
Senior Manager - Airport Capacity Development, Aéroports de Paris
Fourth Working Session
Visions of the Airport 2025 Passenger Experience
Chairman's presentation: Traveller 2025 - Understanding what passengers will want from their travel experience in 2025
Rohit Talwar, Global Futurist, CEO and Founder, Fast Future Research
As airports plan out their development roadmap, they must ensure the decisions and investments they make today provide a platform for continuous evolution over the next 10-20 years. The passenger must be at the heart of these future airport strategies and business models. In this fast-paced session, Rohit Talwar will explore the key trends, forces and ideas that could shape future passenger needs and expectations. He recently delivered the keynote at FTE 2011 to huge acclaim, with many delegates referring to his thought-provoking presentation as the best they had ever seen.
Exclusive for
FTE ASIA
Reinventing the Airport Experience for 2025 – Exclusive findings from a major research study by Amadeus and Fast Future Research
Airports in 2025 will be a very different place from today. Check-in, baggage drop, border control and security clearance are evolving to an almost seamless, unobtrusive and interrupt-free set of processes. As a result, dwell time will reduce significantly and airports and airlines will need to rethink the travel experience to make the airport itself a desirable destination, which passengers and non-passengers alike want to visit.
Fast Future Research and Amadeus have partnered on a major research study that includes future scanning, a global passenger survey and interviews with over 60 leading airport and airline executives and experts from a range of fields such as retail, leisure, entertainment, culture, media, gaming, sport and healthcare, with the primary aim of developing different scenario models of the compelling airport experience in 2025 encompassing the following:
- Standard airport activities - Pre-arrival and post-departure activities, check-in and baggage drop off, security, customs and border control, boarding and arrivals
- Leisure, entertainment, dining and retail experiences
- The technologies the world could be using
- Management of the total service and experience environment.
Patricia Simillon
Head of Airlines Operations Strategy, Airline IT, Amadeus
Rohit Talwar
Global Futurist, CEO and Founder – Fast Future Research
Gala Dinner
Malaysia Airports will host a memorable Gala Dinner at the stunning Golden Palm Tree Resort & Spa on the Sepang Gold Coast, showcasing the very best of Malaysian Hospitality, entertainment and cuisine.
Hosted by:
Friday 10 February
Future Airports™ is a Swedish research and innovation project (2010 – 2014) aiming at developing best practices for sustainable door-to-door (D2D) passenger flows. This collaborative endeavor between Viktoria Institute, Swedavia, Stockholm-Arlanda Airport, and the Swedish Transport Administration aim at developing scalable innovations and contribute to best practices. This unique door-to-door perspective involves processes, from booking a trip to completing a journey. The innovation efforts are to support Swedavia/Stockholm-Arlanda Airport in their strive to achieve world-class status 2014 (based on 80 % passenger satisfaction according to ASQ) and to promote their development as a successful model to meet future demands on global sustainability.
Day 2 Keynote Address
Future airport innovations and collaborations to enhance door-to-door experiences
Mikael Lind
Research Manager Sustainable Transports Viktoria Institute, Sweden
Project Manager - Future Airports
Traveler satisfaction can never be restricted to airports. A passenger's peace of mind depends on experiences achieved prior to the arrival at the airport and expectations on what there is to come. A door-to-door perspective on passenger flow processes is necessary for reaching world-class status in travelers' experiences. This requires, among other things, that passengers are well-informed and well-prepared for succeeding process steps throughout the passenger flow. Innovations for meeting these challenges and supporting passengers in their acts as well as collaboration among different actors become necessary. A future airport is thus a multi-modal node in transportation systems. Such transportation systems build upon integrated performance enabled by active collaboration among different actors sharing the passenger flow as the common object of interest. The overall goal in sustainable passenger flow processes is passengers experiencing seamless integration based on services provided by the different actors. During this keynote some of the following issues will be raised, in which examples from innovation efforts brought forward at Stockholm-Arlanda Airport is utilized:
- The conception and benefits of a door-to-door perspective on passenger flow processes and management
- Models and methods for active collaboration
- Digital innovations
- Tools for enabling common situational awareness
- The Passenger Dashboard as the traveler’s digital platform for required information services
- Measurement systems for managing door-to-door processes
Fifth Working Session
Taking advantage of mobile technologies, including NFC, apps, social media and more
Panel discussion with a 10-minute presentation from each panellist to outline their activity in this field.
Chairman: Franck Vitte
Regional Vice President – Asia & Middle East, IER
Panellists:
Utilising NFC and other mobile-related technologies to enhance the passenger experience
Takeshi Tokunaga
Deputy Director – Passenger Service Planning, All Nippon Airways Co.,Ltd.
Connecting with your tech-savvy audience - the Changi Experience
Steve Lee
CIO & Director Technology, Changi Airport Group
An innovative approach to mobility– how we used an innovative, community based approach to driving B2E mobility within the Emirates Group
Neetan Chopra
VP-IT Strategy & Architecture, Emirates Airlines
Air France KLM: Mobile Innovations and Self Service Recovery tools
Casper Overbeek
Director, Air France KLM
Questions to consider:
- What will the checkpoint of the future look like?
- For enhanced self-service practices to work biometrics will be key – can they be trusted?
- How do we establish the working practices which will enable governments, airlines and airports to share data to enable passengers to use a common credential throughout their journey?
- Is there scope for a widespread global trusted traveller programme?
- How can we take successful domestic self-service initiatives like self-tagging and mobile boarding international?
- Is the e-passport the logical choice for a universal passenger token?
- How can we improve facilitation through airports?
- How do we avoid developing "island technology" and create common, interoperable and seamless systems?
- Automated Border Clearance is popular with passengers with benefits for all stakeholders, so how should such initiatives be implemented and funded?
Sixth Working Session
Addressing Government issues – Security, Immigration and Border Control
This panel discussion, with an opening presentation from the Chairman to set the scene, will explore key issues such as the checkpoint of the future, taking successful domestic self-service initiatives global, data sharing, biometrics, facilitation, universal passenger tokens, trusted traveller programmes and automated border clearance.
Chairman: Russ Fortson
Manager Customer Services & Product Development, Cathay Pacific Airways
Panellists:
Terry Wall
National Manager Passenger Operations, Australian Customs and Border Protection Service
Paul Behan
Head of Passenger Experience, IATA
Selva Chinniak
International Division, KLIA Immigration Dept.
Seventh Working Session
Unconference - Assessing the viability of new self-service initiatives and technologies
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:
- Self-Boarding - Facilitated by Bart Van der Steen, Business Development Manager, Royal Boon Edam International BV
- CUPPS – Facilitated by Adam Matheson, Director Airport Business Development, SITA
- Self-Tagging and Bag Drop - Facilitated by Edwin Sneekes, Director, BagDrop
- NFC and Mobile Boarding – Facilitator by Myles Tzelepis, Marketing and Business Developement Manager, SISSIT pty Ltd
“This is a fantastic forum to have in Asia because we really do have a story to tell and FTE Asia underscores the importance and value that we bring to the table as a region.”
Russ Fortson, Manager, Customer Service and Product Development, Airports Worldwide, Cathay Pacific Airways
Future Travel Experience Asia will provide a unique forum for travel industry stakeholders to learn how passenger and baggage processing practices will evolve in the long-term and what impact this will have on systems, facilities and business strategies.
Compared to other parts of the world, self-service take-up in Asia has been relatively slow, but the technology and methods are proven and passengers enjoy taking control of the process. Future Travel Experience Asia will showcase how the very best self-service methods can be utilised and will provide detailed study on how to successfully implement these technologies and practices.
“In terms of self-service, people in this part of the world traditionally want to see real people behind the counter but this week we’ve been able to hear airlines, airport authorities and other authorities on the benefits of self-service and how they plan to move forward and this has given me a better insight.”
V. Loganathan, Regional Head, Customer Experience, AirAsia
“In Iran we don’t yet have any self-service options in our airports but Check-In Asia has given us a good vision for future developments. It’s also provided us with a good opportunity to network and talk to other airports from around Asia.”
Rasool Poostforoushan, Deputy Director General of Airports Facilitation & Equipment, Iran Airports Company
“Check-In Asia is a very good opportunity for us to get information from various partners and it has proved to be extremely interesting and useful for us to be here.”
Takeshi Tokunaga, Senior Manager, Passenger Service Planning, All Nippon Airways
“Having an event in Asia helps to keep all of the airports and airlines abreast of what others are doing and there has been a lot of talk about collaboration throughout the week, which I think is very important.”
Hee Kwang Lee, CIO & Director Technology, Changi Airport Group
