Managing the rise of passenger throughput is a major challenge across Asia, and through our theme we will champion the latest thinking, concepts and collaborative efforts to enhance the speed at which passengers can move through the airport, enable them to take control of processes and then personalise and enhance their experience both on the ground and up in the air. Speakers and delegates will also debate the progressive initiatives that will need buy-in from the industry as a whole if they are to gain the traction they need. Future Travel Experience Asia 2014 will provide inspiration on the best future ideas and insight into future traveller behaviour and technologies, and the impacts they will have on systems, facilities and business strategies.
New for 2014 – Move between two parallel conference streams covering ‘On the Ground’ and ‘Up in the Air’
This year’s meeting will break new ground by introducing a new ‘Up in the Air’ conference stream, which will run parallel to our traditional ‘On the Ground’ conference stream, and will solely tackle improving the passenger experience onboard.
- Social events/Networking
2014 Conference Programme
* invited to conference
Monday 1st December
airporttrends.com Workshop: Trends and Innovations in the Airport Passenger Experience
How airports are responding to consumer trends and technological developments with innovative products and services in order to differentiate the passenger experience.
Airporttrends.com reports on the latest commercial trends and innovations at airports around the world, be it airport retail, F&B, advertising or the overall airport experience. The company aims to inspire professionals in the airport industry to connect with passengers in a different way, because we believe airports are much more than just spaces of transit.
This fast-paced and interactive trend session, led by airporttrends.com co-founder Hildegard Assies (previously with Amsterdam Airport Schiphol) aims to inspire participants to think about how airports can connect with passengers in new ways.
The key topics to be explored include:
- 10 trends that will shape the airport experience in the coming years.
- A carefully curated selection of innovative and inspiring concepts in airport retail, F&B, media and services that reflect the trends discussed.
- Insights into the behavior and needs of specific target groups.
- A top 10 selection of airports worldwide which are leading in commercial innovation.
About Hildegard Assies
Hildegard has a solid understanding of the wider commercial and passenger experience trends in the airport industry, having worked in commercial roles in the airport industry for over 14 years. Besides 10 years at Amsterdam Airport Schiphol as a Retail Manager and Strategic Business Development Manager, Hildegard has consulted international airports such as New Delhi Airport, Brasília Airport, Brussels Airport and Abu Dhabi Airport for the strategic and commercial development of their new terminals. Currently she is co-founder of airporttrends•com to report on the latest trends in the global airport industry.
IATA Passenger Experience Workshop
FTE Asia 2014 delegates will benefit from a complimentary IATA workshop, where IATA guest speakers will lead an interactive Passenger Experience session on the following subject areas:
15.30 – 16.45 – Airport Passenger Focused Efforts
- What is the latest status on the Fast Travel programme in Asia-Pacific?
- The Passenger Security vision:
- Improving the passenger experience at the security check point (Security Access and Egress studies)
- Considering the security risk-based approach (the joint ACI-IATA Smart Security project)
16.45 – 17.30 – Onboard Passenger Focused Efforts
Leveraging onboard connectivity to help create seamless customer experiences
Regional Head - Airport, Passenger, Cargo & Security - Asia Pacific, IATA
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 catering inspired by the food that can be found at Malaysia’s world famous food markets.
Once more, the Welcome Reception will begin early so participants have more scope to network outside of the official event proceedings.
Tuesday 2nd December
Networking and Exhibition Showcase on exhibition floor
FTE Asia 2014 Welcome Addresses & Opening Keynote for all conference delegates
Founder, Future Travel Experience
Dato' Seri Liow Tiong Lai,*
Minister of Transport for Malaysia
First Working Session – What will be the needs of future travellers, and how should you go about developing new airport facilities and utilising existing ones to satisfy these demands?
Chairman: Daniel Coleman,
Founder, Future Travel Experience
How far will Saudia go in terms of the advanced automation and facilities on offer for different passenger types at its new home, King Abdulaziz International Airport, which will open in Jeddah next year?
Hazem M. Sonbol,
GM eCommerce, Saudia
How Star Alliance is working collaboratively with airport partners to develop new airport terminals, and retrofit existing facilities, to offer the traveller more control as they move through the airport
Vice President Customer Experience and Technology, Star Alliance
How will the New Istanbul Airport deliver a truly unique passenger experience?
Chief Development Officer, Istanbul New Airport Project
Second Working Session – Leveraging mobile, wearable, biometrics and other new technologies before and after the flight itself to personalise and expedite the travel experience
Chairman's Presentation: Experiences and lessons learned from trials with Google Glass, Sony Smartwatches, NFC, beacons and more
Director, SITA Lab
Developing a customer-centric passenger experience
Head of Development – Passenger Experience Strategy & Development, Dubai Airports
How has Oman Air leveraged mobile technology throughout the journey to provide a simplified and more personal passenger experience?
Chief Officer – Information Technology, Oman Air
Air France-KLM is innovating in many areas to minimise passenger frustrations, including biometrics, in-terminal navigation for travellers, permanent bag tags and much more. What are the key findings from these efforts and how close are we to making travel a seamless and enjoyable experience?
Cees de Vos,
Director Innovation Outstations and Partnerships, Air France-KLM
Post-lunch Joint Keynote for all participants
Third working session – How do we resolve key passenger pain-points in Asia’s airports, where queues are longer than passengers would like?
Each speaker will deliver a three-minute presentation on a specified topic. After each presentation, the panel and audience will discuss the topic in a short Q&A session, before moving onto the next presentation.
Editor, Future Travel Experience
Resolving check-in and bag drop queues
Ho Kyum Kim,*
Ubiquitous Airport Service Development Manager - U-Airport Team - Terminal Operation Group, Incheon Airport
Resolving document check queues
Group Head, Ground and Inflight Operations, AirAsia
Resolving security screening and immigration processing queues
Director – Simplified Passenger Travel, Vancouver Airport Authority
Resolving gate and boarding queues
General Manager Airports, Cathay Pacific
End of Day Keynote for all conference delegates
FTE Asia 2014 Gala Evening hosted by Malaysia Airports
Location – Cyberview Resort & Spa, Cyberjaya
Timing – 19.30 – 22.30
Dress code – Business casual
The FTE Asia Gala Evening will take place at the Cyberview Resort & Spa which is a 5-star boutique resort, a veritable paradise set on 28.8 acres of award-winning landscaped gardens, featuring world-class quality of service and unparalleled Malaysian hospitality. Surrounded by towering palm trees, lush foliage, splendid tropical gardens, and meandering paths, the resort effortlessly blends rustic charm with state-of-the-art facilities.
Our host Malaysia Airports promises to stage a truly memorable evening encapsulating the finest cuisine and entertainment from the region.
Wednesday 3rd December
Day 3 Opening Keynotes for all conference delegates
Founder, Future Travel Experience
* invited to conference
Fourth Working Session – The Low Cost Airline Passenger and Baggage Processing Symposium
An opportunity for LCCs to share ideas and opinions, and for other industry stakeholders to learn how they are planning to evolve their businesses, and how they should adapt to meet these developments.
Panel discussion with no slides from the panellists.
Director, Kershaw & Associates Ltd
Vice President, Airports and Operations Control, Peach Aviation
Tan Lye Teck,*
Executive Vice President, Airport Management, Changi Airport Group
Managing Director - Asia Pacific, ARINC
Head of Commercial and Operations Improvement, Jetstar Airways
Vice-President for Airport Operations, Cebu Pacific
Questions to consider:
- Has the time come for LCCs to truly embrace automation in Asia despite cheap labour costs?
- With LCC business models continuing to evolve, how can airports plan facilities to meet the fluid approach of these carriers?
- LCCs tend to dislike CUTE/CUSS/CUPPS models – how can airports get around this?
- If airlines/airports redeploy staff in new roles to assist self-service drives, how do they take staff/partners with them willingly?
- How can LCCs and airports simplify baggage processing for transfer passengers?
Fifth Working Session: klia2 Symposium
klia2 is Malaysia's Next Generation Hub and enables seamless connectivity for both local and international low-cost and full-service carriers. Built to cater for the huge growth in travel across Asia, it is the largest low-cost airline facility ever built and has been designed to handle 45 million passengers a year. klia2 opened on 2 May 2014, replacing the existing Low Cost Carrier Terminal (LCCT) at KLIA.
This klia2 Symposium will outline in great depth the thinking behind the facility, how it has been delivered, lessons learned along the way and why it is great for airlines, the people who work there and every single passenger who travels through it.
You can expect to hear from multiple Malaysia Airports management team members who will convey the areas they oversaw for the project, including design, construction, commercial, operations, customer experience and technology utilisation.
Malaysia Airports will facilitate guided tours of this incredible new facility so FTE Asia 2014 delegates can understand the decision-making behind how the terminal came to fruition and how it will provide a truly unique passenger experience.