Last night, Future Travel Experience announced the winners of the APEX FTE World Airline Ancillary and World Airport Retailing Awards, as well as the airline and airport leaders from the APEX FTE EMEA Transformation Power List. The presentation ceremony, sponsored by Vodafone Procure & Connect, was held at the co-located APEX FTE EMEA and Ancillary & Retailing events, which took place at the RDS Dublin on 10-12 June. Winners were also announced in the APEX Passenger Choice Awards.
25 airlines and 25 airports were shortlisted for the APEX FTE World Airline Ancillary & APEX FTE World Airport Retailing Awards 2025. Three airlines and three airports were awarded with bronze, silver and gold trophies, further to a voting process conducted through FTE Advisory Board members, and other key trusted collaborators.
APEX FTE World Airport Retailing Award bronze winner: Munich Airport
Munich Airport was recognised for its pioneering approach to reshaping the shopping experience for travellers. At the heart of its recent efforts is a groundbreaking partnership with both Lufthansa and loyalty program provider Miles & More. By leveraging insights from passenger behaviour and purchasing trends, this partnership is already delivering impressive results, offering passengers new ways to engage with retail offerings and enhancing their overall airport experience.
APEX FTE World Airport Retailing Award silver winner: Heathrow Airport
Heathrow continues to evolve its retail and food & beverage offer in pursuit of its vision to deliver “the best airport service in the world”. The airport emphasises the importance of a collaborative approach across the quaternity of retailers, airports, brands and Out of Home media partners. Its evolving retail strategy is focused on four pillars: Digital Growth, Experiential, Space Optimisation and Compelling Offer – and it is certainly delivering in all of these areas.
APEX FTE World Airport Retailing Award gold winner: Istanbul Airport
Istanbul Airport was recognised for its seamless integration of digital and physical retail, using cutting-edge technology to offer a detailed view of customer behaviour across all channels including the metaverse. Through Augmented Reality, passengers can explore retail outlets interactively, with virtual 3D objects enhancing their experience in the International Terminal. Istanbul Airport has also expanded contactless payment options for faster checkouts, particularly in high-traffic areas. With a focus on luxury and exclusive brands, it has introduced personalised shopping experiences for international travellers. These innovations demonstrate the airport’s commitment to creating a tech-driven, world-class retail environment.
APEX FTE World Airline Ancillary Award bronze winner: Wizz Air
Wizz Air was recognised for its recently launched a ‘Customer First’ transformation plan, covering every aspect of the airline’s operations including ancillary innovation. Its digital first approach includes the introduction of Google Pay and Apple Pay, making it even easier to add additional services to a booking. Wizz Air has also introduced new ancillary products, such as a subscription solution driving more frequent flying at a lower cost, as well as artificial intelligence (AI)-driven personalised shopping. And the results are impressive – the airline’s ancillary revenue grew by over 20% in 2024.
APEX FTE World Airline Ancillary Award silver winner: AirAsia
AirAsia was recognised for its continued upward trajectory in ancillary revenue, with revenue per passenger increasing by an impressive 12% year-on-year, driven by both higher customer engagement and a refined approach to commercial offerings. A key milestone is its deepened partnership with Avolta, further enhancing its online travel retail platform through an expanded range of exclusive duty free and travel-related products. The airline has also introduced new app features, including personalised shopping experiences and exclusive promotions, elevating the customer journey and enhancing digital transformation.
APEX FTE World Airline Ancillary Award gold winner: Ryanair
Ryanair was a worthy winner of our Gold FTE World Airline Ancillary Award. Its ancillary revenue reached new heights last year, surpassing €1 billion in Q4, marking an impressive 12% year-on-year increase. Ryanair has introduced a significant number of new digital capabilities developed in-house, including streamlining onboard services, allowing passengers to pre-order food, beverages, and retail items directly from the inflight menu via Bluetooth.
APEX FTE Airline/Airport Transformation Power Lists: ‘Exceptional Ambition and Orchestration’
Future Travel Experience (FTE) launched the APEX FTE Airline/Airport Transformation Power Lists to shine a light on the most transformative digital change enablers within the airline and airport industry in the EMEA region, who are pioneering new approaches that have the potential to improve travel for passengers and make the industry safer, more efficient and commercially successful.
24 leading figures from airlines and airports across the region were nominated, with six of them recognised for ‘Exceptional Ambition and Orchestration’, further to a voting process conducted through FTE Advisory Board members, and other key trusted collaborators. This year we honed-in on those executives whose organisations truly have industry-leading digital strategies at the epicentre of their business and are going about their leadership and delivery of that ambition in a unique fashion to ensure they achieve those goals – because true innovation is rarely achieved by simply putting out an RFP to the market in our view. It’s about being progressive and leading from the front, developing incredible in-house tech talent and co-creating solutions with partners, established suppliers and startups that would never come into existence otherwise. If you want unique outcomes you must take a unique approach to how you get there, and our winners tonight are certainly doing that.
APEX FTE Airline Transformation Power List: Barış Fındık, Chief Information Officer at Pegasus Airlines
Barış Fındık, Chief Information Officer, Pegasus Airlines, represents a carrier that is taking significant strides to evaluate collaboration opportunities with startups, universities, and other players in the field of technology and aviation. Pegasus has established a Technology Innovation Lab in Silicon Valley to secure the sustainable development of its digitalisation journey. Plus, it has a strong focus on artificial intelligence (AI), mobile capabilities, self-service, and other cutting-edge technologies it believes will directly enhance both operational efficiency and customer experience.
APEX FTE Airline Transformation Power List: Jorge Saco, Chief Information, Procurement, Services and Innovation Officer, International Airlines Group
Jorge Saco is Chief Information, Procurement, Services and Innovation Officer at International Airlines Group (IAG), which is on an impressive transformation journey – not only of its own operations, but also how our industry operates. Robotics and automation are key focus areas for IAG and the overarching technology underpinning IAG’s innovation efforts is AI. Its efforts in this space are undoubtedly among the most impressive FTE has seen. IAG is focused on building and scaling AI products that enhance the customer experience, optimise operations and drive sustainable efficiencies. Indeed, it is mobilising at pace and the Group has opened IAG.ai labs in London and Barcelona as spaces to foster collaboration and innovation.
APEX FTE Airline Transformation Power List: Kerem Kiziltunc, Chief Information Officer, Turkish Airlines
Kerem Kiziltunc, Chief Information Officer, is helping Turkish Airlines chart a course to rank among the top 3 global airlines for digital passenger experience. The airline has a thorough strategy that includes fintech, artificial intelligence (AI), biometrics, and an all-encompassing digital experience for passengers. Kiziltunc also leads the airline’s IT subsidiary, which is crucial in its transformation. With more than 1,500 employees, this company focuses on providing advanced IT services, leading research and development in AI, analytics, fintech, and cybersecurity. Turkish Airlines also acknowledges the potential of robotics and automation in tasks such as baggage handling and aircraft turnarounds, highlighting the importance of automation working alongside, rather than replacing, human interaction.
APEX FTE Airport Transformation Power List: Dr Jan-Henrik Andersson, Chief Commercial Officer & Chief Security Officer, Munich Airport
Dr Jan-Henrik Andersson, Chief Commercial Officer & Chief Security Officer, is central to Munich Airport’s laser-focus on innovation. As part of this, the airport is supporting startups to help continuously enhance the passenger experience and align with its aim of being a premium innovation hub. The use of robotics and automation serves not only to improve operational efficiency, but also to enhance passenger experience. The airport is also exploring how artificial intelligence (AI) and GenAI tools can revolutionise areas such as travel retail, with dynamic offers and enhanced customer engagement.
APEX FTE Airport Transformation Power List: Dr Reha Çeti̇n, General Manager, IST Systems
Dr Reha Çeti̇n, General Manager, IST Systems, leads Istanbul Airport’s efforts to be a pioneer of digital transformation, utilising cutting-edge technologies to take CX efforts to the next level and become the world’s most guest-centred hub airport. It has developed artificial intelligence (AI)-powered digital assistants specifically for differentiated needs. Meanwhile, positioning the latest technologies, such as machine learning and virtual reality, at the centre of its digital mindset has made it easier for travellers to access and receive information regardless of time and place. Technologies such as big data, biometrics and the Internet of Things are also being utilised to further enhance the passenger experience, as part of Istanbul Airport’s comprehensive efforts to be a pioneer of digital transformation.
APEX FTE Airport Transformation Power List: Lennert l’Amie, Chief Information Officer, Royal Schiphol Group
Lennert l’Amie, Chief Information Officer, plays a key role in Royal Schiphol Group’s Vision 2050, which includes a central plan for fully autonomous airside operations by 2050. As part of its innovation efforts, Schiphol is embracing cutting-edge technologies including robotics and automation, artificial intelligence (AI), machine learning and the Internet of Things. It is, for example, utilising AI to enhance airport operations, increase efficiency and improve passenger experience with Deep Turnaround, smart baggage handling, and much more. Indeed, as a key part of its collaborative innovation efforts, Schiphol is a first-mover in the pioneering FTE Smart Ramp program, as well as the BOOST initiative to transform the future of baggage handling through robotics and automation.
APEX FTE Airport Transformation Power List: Roland Böhm, Head of Operations Planning & Development, Berlin Brandenburg Airport
Roland Böhm, Head of Operations Planning & Development, Berlin Brandenburg Airport, is playing a central role in leveraging a comprehensive combination of cutting-edge technologies, including robotics, artificial intelligence (AI), machine learning, the Internet of Things, and much more. One example is the implementation of an intelligent, innovative system to optimise handling processes on the apron. Berlin Brandenburg Airport is also exploring GenAI, as it finds ways to integrate this technology into existing processes and reshape how it handles data and information. Together, the cutting-edge technologies deployed are contributing to smoother operations, a better customer experience, and improved safety, helping the airport stay competitive and efficient in an increasingly tech-driven aviation industry.
APEX Best™ in Airline Awards
APEX leverages its incredible partnership with TripIt® from Concur®, the world’s most used travel-organising app, to gather anonymous passenger feedback based on neutral, third-party passenger feedback and insights for the honours. For the 2025 Awards, over one million flights were rated by passengers across more than 600 airlines from around the world using a five-star scale. On the same screen, passengers were given the opportunity to provide anonymous ratings in five inflight subcategories: seat comfort, cabin service, food and beverage (presented in conjunction with IFSA), entertainment, and Wi-Fi. The single screen rating allows airline passengers to easily rate their flight in less than 15 seconds.
Learn more by visiting the Airline Passenger Experience Association (APEX) website here.
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