The world’s most pioneering airlines and airports were recognised for their outstanding efforts to transform the passenger experience and define the future of the air transport industry at the Future Travel Experience Global 2025 Awards ceremony, which took place on 10 September in Long Beach, California. The outstanding achievements among our FTE Americas Digital Transformation Power List nominees were also recognised during the evening. The awards ceremony took place during the FTE Global 2025 Networking Party at Hotel Maya, with the industry-leading FTE Global Pioneer Awards ceremony sponsored by Assaia.
During the ceremony, Daniel Coleman, Founder & Chairman, Future Travel Experience, took the opportunity to announce that FTE Global 2026 will take place on 8-10 September in the new location of Dallas-Fort Worth, Texas. Read more in our official announcement here.
Mark your diary for FTE Global 2026 – 8-10 September 2026, Dallas-Fort Worth, Texas >>FTE GLOBAL AIRLINE PIONEER AWARDS
International Airlines Group
International Airlines Group (IAG) – whose member airlines include British Airways, Iberia, Aer Lingus, Vueling and LEVEL – was recognised for its transformation journey and pioneering baggage strategy, which are delivering a better customer experience, more efficient operations, more sustainable aviation and a better-performing business overall. IAG – a Corporate Partner of the FTE Digital, Innovation & Startup Hub and a Partner of the FTE Baggage Innovation Working Group – has focused its attention on faster baggage repatriation to lower pressure on customer relations teams, reduce customer anxiety and increase customer satisfaction. Through running a Proof of Concept trial at Heathrow from August, IAG is introducing ‘Baggage Biometrics’ – a solution that biometrically scans baggage, building an image repository. Should a bag lose its tag, the item can be scanned again to be matched to its owner’s destination immediately. Meanwhile, ‘Self-Service Baggage Kiosks’ allow customers to self-serve upon arrival in 20 languages, if their bag is mishandled. This is a quicker option for the customer, allowing them to continue their journeys faster. Plus, ‘Proactive Customer Care Baggage Collection’ is an initiative born out of giving customers a choice when a bag has not arrived at its destination. Using IAG’s in-house system, the crew can identify any passenger whose bag has been mishandled. With a single-click integration, the crew can proactively reach out to the customer and offer the option to wait for their bag on the upcoming service. A voucher for complimentary refreshments can then be issued electronically or provided upon arrival to enhance the customer experience while they wait.
All Nippon Airways
All Nippon Airways (ANA) – a Partner of the FTE Baggage Innovation Working Group – was recognised for its pioneering approach to automation. Earlier this year, it joined the groundbreaking FTE Smart Ramp program, which has the ultimate goal that aircraft turnaround can be achieved autonomously and more efficiently. Each member is undertaking an innovation challenge, with ANA focusing on implementing autonomous towing tractors for cargo transportation to efficiently move cargo from the warehouse to the apron, reducing the need for manual labour in operations. Meanwhile, from October 2024 the VR training simulator ‘∀TRAS (Atlas)’ has been introduced to ANA Grand Handling Department training nationwide. The introduction of ‘∀TRAS (Atlas)’ will improve business efficiency and provide a nationwide training environment. It will lead to one of the solutions to the shortage of human resources in the entire ground handling industry. ANA is also continuing its digital transformation journey, with plans to streamline its passenger service systems for “a seamless travel experience”. The airline has entered the metaverse with ANA NEO and, as part of this, has launched ANA Granwhale – a virtual travel platform. Leveraging the power of virtual travel, this platform aims to enhance the number of inbound travellers to Japan, as well as promoting and facilitating the sale of specialty and regional products through e-commerce. Meanwhile, ANA Smart Travel aims to provide customers with a smooth and stress-free travel experience. The service model enables passengers to use their smartphones throughout their journey, with the intention of improving convenience and promoting contactless travel.
United Airlines
United Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – was recognised for relentlessly championing the use of innovation and technology to deliver a best-in-class customer experience. Migration to the cloud, in partnership with Amazon Web Services, is supporting innovation using artificial intelligence (AI), machine learning and Internet of Things (IoT) capabilities. AI has been a long-term strategic investment for United. The airline has ambitious plans for generative AI (GenAI) and has already launched United ChatGPT for secure employee experimental use, as well as GenAI tools to assist in giving travellers real-time updates during flight delays which has boosted customer satisfaction. United also recently launched new, personalised mobile app features designed to make catching connecting flights easier. Customers with connecting flights at United’s U.S. hub airports can now access a special section of the app that includes a countdown to connecting flights, customised turn-by-turn directions to their connecting gate with estimated walk times, real-time flight status updates, tips for longer layovers, and notifications if United’s ConnectionSaver technology has been activated to hold the plane for them. As part of its innovation strategy, United is also exploring areas such as robotics & automation to drive a smoother travel experience. One example is efforts to transform baggage handling, with the airline exploring autonomous baggage carts, robotic solutions for loading and unloading bags, automated aircraft pushback solutions, and more. One robotics initiative already underway is United’s collaboration with WHILL, with the aim of making airport terminal transport more accessible using autonomous personal mobility devices.
Mark your diary for FTE Global 2026 – 8-10 September 2026, Dallas-Fort Worth, Texas >>FTE GLOBAL AIRPORT PIONEER AWARDS
Airport Authority Hong Kong
Hong Kong International Airport (HKIA) was recognised for leveraging a high-performance Enterprise 5G Infrastructure to drive digitalisation towards Airport 4.0, transforming from a ‘city airport’ into a smarter, safer, and more convenient ‘Airport City’. The Enterprise 5G Infrastructure at HKIA allows all Hong Kong local mobile network operators and HKIA’s private 5G network to offer 5G services through a commonly shared infrastructure. In pursuit of global leadership in smart airport development, Airport Authority Hong Kong (AAHK) has leveraged cutting-edge 5G applications to elevate both operational efficiency and passenger experience. Over the past 12 months, AAHK has introduced innovative services across six pivotal operational domains:
- Autonomous vehicles: in 2025, AAHK expanded its autonomous vehicle services with a total of 70 vehicles equipped with advanced autonomous driving technology.
- Terminal operations: AAHK deployed over 150 units of 5G-enabled movable display panels to provide real-time flight information, wayfinding assistance, and notifications from government authorities.
- Passenger experiences: cloud-based, 5G-enabled smart check-in kiosks offer flexible deployment and expedite passenger processing, also serving as registration points for the ‘Flight Token’ biometric system.
- Security and access control: a video analytics system featuring advanced biometric facial recognition has been deployed in terminal areas. Leveraging 5G’s high-speed connectivity and high-definition video monitoring, the system supports passenger behaviour analytics and strengthens security controls within designated airport locations.
- Internet of Things (IoT): the high capacity of the private 5G network supports a larger number of connected devices, enabling real-time data collection for preventive maintenance and infrastructure monitoring.
- Ground support: the deployment of autonomous apron line marking robots utilising private 5G for reliable, low-latency connectivity.
Royal Schiphol Group
Royal Schiphol Group – a Corporate Partner of the FTE Digital, Innovation & Startup Hub and a Partner of the FTE Baggage Innovation Working Group – was recognised for taking the operational integration of artificial intelligence (AI) turnaround (Deep Turnaround) at Amsterdam Airport Schiphol (AMS) to the next level in the past 12 months. Indeed, it is now one of the largest examples of applied AI technology in a business-critical airport operation. The airport, airlines and ground handlers have all integrated the real-time data and predictions of Deep Turnaround into their ground operations systems, making decisions based on data provided through AI. The results are impressive – the average delay has decreased by 4 minutes, while the amount of missed runway slots has decreased by 11%. Over the past year, AMS has also made significant strides in innovation and operational transformation through the development and rollout of ‘GP Insights’ – a groundbreaking decision-support tool for gate planners. Meanwhile, it has redefined what a seamless passenger experience can look like through two world-first innovations: Time Slots and Flow Balancing. These initiatives reflect Schiphol’s ambition to become Europe’s benchmark by 2030, delivering measurable impact in operational efficiency, safety, passenger satisfaction, and commercial value. Time Slots allow passengers to pre-book a security time slot three days before departure. What makes the solution unique is its dynamic nature: an algorithm adjusts slot availability automatically based on inputs, like planned capacity, flight schedules, show-up profiles, and more from the Airport Operation Center (APOC). Meanwhile, Flow Balancing uses real-time sensor data, predictive models, and digital twin technology to monitor and manage crowd flows.
Dallas Fort Worth International Airport
Digital transformation is a key pillar of Dallas Fort Worth International Airport’s (DFW) ‘Travel. Transformed’ strategic plan, focusing on innovation with a collective goal to continuously reinvent the way it operates and to deliver new solutions to the airport’s customers and business partners. DFW – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – was recognised for embracing innovation in areas such autonomous mobility, connectivity, artificial intelligence (AI) and machine learning. Among DFW’s myriad digital transformation initiatives are its ground-breaking Digital Twin project, which is enabling the airport to make proactive, data-led decisions in real-time to meet its sustainability, efficiency and resiliency goals. Meanwhile, DFW partnered with Dallas-based AT&T to provide the airport with a comprehensive wireless platform to enhance connectivity and critical infrastructure. The $10 million worth of upgrades to modernise and expand the network covering the airport supports airport operations and advances free public WiFi in the terminals. A private 5G network for the airport’s internal use will meet the rising demand for Internet of Things (IoT) use cases and the digitisation of airport operations. In partnership with Synect, DFW is redefining airport communication through smart signage to leverage content and systems to influence passenger behaviour, streamline operations, and maximise ROI. It is also training the next generation of innovators – partnering with GIANT Innovation on an ‘Innovator Bootcamp’ that has already trained 350 employees from every department. DFW believes in the power of collaborative innovation and is also a member of the pioneering Airports for Innovation network – a global coalition of 10 airports working together on next-generation solutions to enhance the passenger experience, which recently launched its first joint ‘Call4Startups’.
It was also announced that DFW will be a Headline Partner of FTE Global 2026, taking place in Dallas-Fort Worth, Texas, on 8-10 September. Read more in this FTE Global 2026 launch announcement.
Mark your diary for FTE Global 2026 – 8-10 September 2026, Dallas-Fort Worth, Texas >>FTE Americas Digital Transformation Power List nominees recognised
The outstanding achievements among our FTE Americas Digital Transformation Power List nominees were also recognised during the awards ceremony. The Americas edition champions the most transformative change enablers within the airline and airport industry in the Americas for their outstanding efforts to lead how their organisation has embraced digital innovation. In 2025, FTE is more committed than ever to supporting digital transformation efforts in the industry through the FTE Digital, Innovation & Startup Hub, which is a truly unique community designed specifically for the individuals and organisations who are at the forefront of digital transformation and innovation in aviation. The FTE Hub is focusing on three key themes this year – Artificial Intelligence (AI), Robotics, and Internet of Things (IoT) – and in alignment with that, the Power List recognises those that are leading key digital transformation efforts.
Read more about the FTE Airline Digital Transformation Power List Americas nominees >>
Read more about the FTE Airport Digital Transformation Power List Americas nominees >>
Mark your diary for FTE Global 2026 – 8-10 September 2026, Dallas-Fort Worth, Texas >>
