In a headline session at the co-located APEX FTE EMEA and Ancillary & Retailing 2025 events, which took place on 10-12 June in Dublin, industry leaders gathered to discuss the future of passenger experience, focusing on the integration of technology, human interaction, and cross-sector inspiration to create seamless and personalised journeys for travellers. Dr. Joe Leader, Group CEO, APEX/FTE/IFSA, led a panel of experts – including Eric Pateman, Vice President, Passenger Experience and Chief Experience Officer, Vancouver Airport Authority; Enda Kavanagh, Product Manager (Inflight Customer Experience), Aer Lingus; and Giorgia Marizza, Acceleration Program, Open Innovation & Digital Specialist, Aeroporti di Roma – who shared their visions and strategies for transforming airports and airlines into more human-centred, tech-driven spaces. Watch the full video and read the full article below. Meanwhile, you can read our comprehensive report on the co-located APEX FTE EMEA and Ancillary & Retailing events here.
Save the date for APEX FTE EMEA & Ancillary & Retailing 2026 – Dublin, 9 to 11 June 2026
We’re excited to announce that APEX FTE EMEA and Ancillary & Retailing will return to Dublin on 9 to 11 June 2026. Mark your calendar today and join us in Dublin next summer as we continue to shape the future of the airline/airport industry across EMEA and beyond.
Technological transformation meets human touch
The session began with Dr. Joe Leader, Group CEO, APEX/FTE/IFSA, setting the scene, emphasising how airports are shifting from traditional, mass-driven models to more personalised, technology-empowered environments. Airports like Vancouver (YVR) and Aeroporti di Roma are leading the way with innovative uses of biometric technology and artificial intelligence (AI) systems to streamline processes while maintaining human connection.
Eric Pateman, Vice President, Passenger Experience and Chief Experience Officer, Vancouver Airport Authority, explained how the airport is balancing technology with personal interaction. “We use technology as an accentuator to the human experience, not the end all be all,” he said. “People will always connect with people. We’re investing in our staff to ensure a welcoming and human-centred environment, even with advanced tech like biometric screening.”
At Aer Lingus, Enda Kavanagh, Product Manager (Inflight Customer Experience), discussed how the airline continues to prioritise human touch while integrating new technology. “We use technology as a support, not a replacement, for the one-on-one experience,” Kavanagh explained. “It’s essential that our frontline teams can use tech to focus on meaningful service and interaction with customers.”
Building empathy through data and innovation
Panellists also highlighted the importance of leveraging data to improve the customer experience. For example, Vancouver International Airport uses emotion tracking and biometric data to understand passenger moods and optimise staff deployment. Pateman described the airport’s use of digital twins – virtual models of the airport that analyse real-time data to anticipate passenger needs. “The more we use AI, the smarter it gets, and it helps us provide better customer service,” he said.
Giorgia Marizza, Acceleration Program, Open Innovation & Digital Specialist, shared Aeroporti di Roma’s innovative use of autonomous technologies, such as self-guided wheelchairs for passengers with reduced mobility. “We tested autonomous robots for cleaning and autonomous wheelchairs. It’s important to integrate technology that supports our processes while keeping a personal touch,” she said. Aeroporti di Roma also uses AI-powered chatbots to engage with passengers, providing instant responses to queries.
The power of cross-sector inspiration
The panellists also discussed the role of cross-sector inspiration in shaping the future of aviation and travel. Drawing from other industries, such as hospitality, has helped many airports and airlines rethink the way they engage with passengers.
Pateman, whose career spans hospitality and aviation, emphasised that customer service doesn’t require complex solutions. “It’s as simple as a smile. It’s the human connection that people value most,” he noted. Drawing inspiration from his time in the hospitality industry, Pateman has fostered a culture of engagement and empathy at Vancouver International Airport.
Marizza echoed this sentiment, pointing out that innovation at Aeroporti di Roma thrives on partnerships, particularly within the pioneering ‘Airports for Innovation’ network. “Collaborating with other airports and startups helps us design future standards for the aviation industry,” she said.
Looking ahead: the passenger journey of the future
The conversation concluded with a focus on the future of the passenger journey. As Aer Lingus’ Kavanagh highlighted, airlines and airports must continue to refine their use of data to improve service. “We gather daily feedback and act on it quickly,” he said. “Data is crucial in ensuring that we’re meeting customer needs before they even realise there’s an issue.”
Ultimately, the panel agreed that the future of air travel lies in creating a seamless, personalised experience powered by technology but driven by a human-centred approach. With continued innovation and collaboration across the industry, the passenger journey will evolve into something far more engaging, efficient, and enjoyable. As Pateman put it: “At the end of the day, it’s about transforming the experience into something people will remember for all the right reasons.”
This session shed light on how airports and airlines are embracing technology while holding onto the core principles of human connection. From biometric data to autonomous systems, the industry is moving forward with a focus on innovation, but always with the passenger experience at the heart of it.
What’s next – FTE Global, LA, 9 to 11 September 2025, and APEX FTE Asia Expo, Singapore, 11 to 12 November 2025
You may also be interested in
12 technology and CX trends that can enhance airline and airport operations in 2025
APEX FTE EMEA and Ancillary & Retailing 2025 in pictures – ‘Innovate to Elevate’
