Future Trends & Customer Journeys
Theme: Collaborative Transformation
At FTE, we're fascinated by the future trends that will shape the end-to-end passenger experience, from booking a trip to travelling through the airport, inflight experiences, seamless immigration, and how technology will facilitate this journey. This track will feature insights from leading organisations like Vancouver Airport Authority, Qatar Airways, flyadeal, Berlin Brandenburg Airport, Fiji Airways, CVG Airport, KLM Royal Dutch Airlines, Aena, Future Today Institute, NVIDIA, Populous, and many more.
Browse the full conference track below – or utilise the filter, to quickly, and efficiently locate sessions meeting your specific interest area(s).

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Tuesday 9th September 2025
APEX Thought Leadership Conference

If you are registered for FTE Global with a Premium Pass you will get access to the APEX Thought Leadership sessions taking place in the morning on Tuesday 9th September. PLUS all registrants for FTE Global get complimentary access to the APEX/IFSA Global EXPO exhibition hall and education stages.
Learn more about the benefits of this incredible co-location effort and how the co-location works in practice for participants at both shows, here >>
Rebuilding India’s Flag Carrier with Purpose, Trust, and Innovation


Campbell Wilson
Chief Executive Officer
Air India
Campbell Wilson shares how Air India’s transformation blends heritage with forward momentum to redefine the passenger experience. Under Tata Group ownership, Air India invests heavily in next-generation aircraft, redesigned cabins, and elevated service to meet the expectations of today’s global travelers. This keynote explores how Air India restores confidence and pride through meaningful upgrades, renewed hospitality, and a vision of world-class excellence grounded in safety, care, and modern passenger needs.


Dr. Andrés Conesa Labastida
CEO
Aeromexico
For more than twenty years under the vision of CEO Andrés Conesa, Aeromexico has transformed from a strong flag carrier into a Latin America’s standard-bearer on the global stage. Conesa’s leadership brought bold fleet renewal with Boeing 787 Dreamliners, expanded alliances that deepened connectivity across continents, and pioneering sustainability initiatives including Latin America’s first transcontinental biofuel flight. His focus on service and reliability has reshaped passenger expectations, with Aeromexico’s Net Promoter Scores (NPS) now edging ahead of the best of the US3. This remarkable climb reflects a steady two-decade journey of innovation and resilience, guided by a leader whose commitment elevated Aeromexico into one of the most trusted and admired airlines in the world. Exclusively at APEX Global EXPO, Conesa will reveal the airline’s path forward into an era of heightened passenger experience to best serve its customers.
Elevating EL AL into a New Era of Excellence


Dina Ben Tal Ganancia
Chief Executive Officer
EL AL Israel Airlines
Dina Ben Tal Ganancia leads EL AL with a bold vision to redefine the airline’s global standing. Through accelerated fleet modernization, digital transformation, and a renewed focus on premium guest experience, she is positioning EL AL as a competitive force across international markets. This keynote will unveil how EL AL blends legacy with leadership, agility with ambition, and tradition with transformative innovation to enter a new era of global excellence.
Connecting the Unconnected: Breeze’s Mission for Market Transformation


David Neeleman
Founder and Chief Executive Officer
Breeze Airways
Breeze Airways Founder and Chief Executive Officer David Neeleman reveals how the airline’s customer-first philosophy fuels one of the most talked-about transformations in U.S. aviation. Built around simplicity, friendliness, and digital convenience, Breeze delivers tailored experiences for travelers often overlooked by legacy route networks. This keynote will explore how Breeze reimagines the journey for mid-sized markets by combining intuitive technology, low fares, and a fresh approach to flexibility and onboard comfort. From booking to baggage claim, Neeleman will detail how Breeze elevates passenger satisfaction through empathy, efficiency, and innovation. He will show how customer experience drives growth, deepens loyalty, and creates new possibilities for regional air travel.
From the South Pacific to the World Stage: Fiji Airways’ Story of Excellence


Andre Viljoen
Managing Director & CEO
Fiji Airways
Under the leadership of CEO André Viljoen, Fiji Airways has transformed from a boutique island carrier into a global exemplar of performance and innovation. The airline today stands as the highest APEX-rated international airline of its size in the world, with Skytrax twice naming it both Best Airline in Australia & Pacific and Best Airline Staff Service in 2023 and 2024, surpassing far larger rivals. Operating a fleet of less than 20 mainline aircraft, Fiji Airways this summer became the smallest airline in the world to introduce Dining on Demand in Business Class, a bold move that redefined guest choice and premium service. André also guided the airline into a selective partnership with the American Airlines AAdvantage program, extending Fiji’s global reach while preserving the warmth and authenticity that define its brand. His keynote tells the story of how vision, discipline, and cultural pride can lift even the smallest of carriers to world-class status.
Lunch
FTE APEX IFSA EXPO Opens, VIP Tours & Showcases
FTE Baggage Innovation Working Group meeting

The FTE Baggage Innovation Working Group (BIWG) brings together the most innovative and progressive baggage supply chain companies, airlines, and airports from across the industry to provide a unique platform for cooperation and industry advancement. It is the platform for game-changing proof of concepts (POCs) & developing new techniques, technologies, and business models to deliver tangible change in the baggage sector.
Please contact us for more information Airlines can join the FTE BIWG for free
The FTE Sprint Sessions

We will crowdsource problem statements for our sector, and in our Sprint Sessions taking place in a dedicated zone on the show floor, attendees with an interest in the topic can gather and participate in one of the three 20-minute Sprint Sessions to quickly brainstorm, and suggest potential solutions or approaches, that could address the challenge. The output will be shared with all attendees, and the industry at large, post-event.
- 13:20-13:40 – Topic 1: Tech and experiential strategies for enhancing accessibility
- 14:00-14:20 – Topic 2: Use cases for Agentic AI in aviation
- 14:40-15:00 – Topic 3: Strategies to achieve end-to-end CX personalisation
Tech & Innovation Briefing - Baggage

Our popular Tech & Innovation Briefings on the exhibition floor allow attendees to join guided tours and meet exhibitors with relevant products, services and concepts to learn more about the subjects they are most interested in. You can expect briefings in 2025 around a variety of pertinent topics, each briefing subject is scheduled to succeed a related conference session.





FTE Global Opening Keynote Session


Daniel Coleman
Founder & Chairman
Future Travel Experience
Vantage Group is an industry leader in investment, development, management, and advisory services around the world with major airport and transportation facilities active across the globe, including the new T6 at JFK which opens early next year. How is the group innovating and driving collaboration between airport operator, airline tenants and stakeholder partners to transform facilities, overcome challenges, create better passenger experiences, and drive operational efficiency & revenue performance?
From “Moonshots” to a “Space Program” in Enterprise Innovation: Making Growth Repeatable and Scalable
Most companies can pull off a “moonshot” project once, given all the pieces fall in the right place. But the key for long-term success is making innovation-led growth repeatable. This keynote explores what it takes to build a true “space program”: a system which consistently generates and scales, bold ideas that drive measurable growth.
Dan Toma is an innovation thought leader and the co-author of the award-winning book ‘The Corporate Startup’ (awarded ‘Management Book of the Year for Innovation and Entrepreneurship’ by Chartered Management Institute and The British Library in 2018) and Innovation Accounting. He started his career in entrepreneurship, being involved with technology startups across the world. Puzzled by the questions ‘why are innovative products mainly launched by startups?’, together with his team at the consultancy company OUTCOME, he focuses on enterprise innovation transformation. Specifically on the changes blue-chip organisations need to make to allow for new ventures to be built in a corporate setting. In this capacity he worked with companies like Deutsche Telekom, DNB, Jaguar Land Rover, Bayer, John Deere, ING & Allianz.
FTE Global Happy Hour

Make the most of the vital networking opportunities provided at the FTE Global Happy Hour, where delegates can enjoy demonstrations in the exhibition and network with their peers over drinks.
Sponsored by SkySquad
Wednesday 10th September 2025
Registration Open
U.S. CBP Symposium

U.S. Customs and Border Protection Overview of efforts to Further Secure and Enhance Air and Sea Travel Through Technology Innovation
CBP has expanded public/private partnerships with the airlines, airports, and cruise lines to provide travelers a secure, seamless, and touchless inspections process and enhance the passenger experience. With the anticipated increase in travel to the United States for the World Cup in 2026 and the LA Olympics in 2028, CBP is innovating the inspections process to add an extra layer of security while streamlining entry into the U.S. In this session, CBP executives will provide an update on CBP’s ongoing efforts to leverage advanced technology like facial biometrics and mobile applications to further secure and enhance travel in the air and sea environments.


Samuel Ingalls
Principal
Barich, Inc

Dontrell Nelson-Owens
Assistant Port Director - Passenger Operations
U.S. Customs and Border Protection


Victor J. Todorov
Watch Commander, Los Angeles/Long Beach Support
U.S. Customs and Border Protection
Exhibition Hall Open
Morning Keynote
Elevating Aviation with Extended Reality – Unlocking the potential of Immersive Experiences to reimagine collaboration among air transport stakeholders
Collaborative & transformative approaches to reimagining CX & Business Performance


Robert Silk
Airlines Editor
Travel Weekly
Airport hospitality – the next level of guest experience


Jason Williams
Director, Software Development, ITG
Vancouver Airport Authority
In his current role, Jason serves as the Director of Software Development and Digital Channels at Vancouver Airport Authority (YVR), the governing body behind the best airport in North America, as awarded by Skytrax in 2025. Bringing together two high-performing teams, Jason leads the strategic development and delivery of YVR’s diverse portfolio of software-based products and guest-facing digital experiences, including the groundbreaking Digital Twin and BORDERXPRESS™.
With a keen eye for innovation and a passion for driving excellence, Jason guides the organization’s digital transformation journey, not only enhancing operational efficiency, but also elevating the guest experience in a very human, thoughtful way. His strategic vision and hands-on leadership are instrumental in shaping the future of airport operations, passenger engagement, and industry standards.
As Director of Software Development and Digital Channels, Jason embodies YVR’s commitment to innovation and exceptional guest experience, championing initiatives that set new benchmarks for both operational performance and the way guests connect with the airport.
How the new IAGi ventures will help to take innovation to new heights for IAG and its airlines


Raza Ali
VP Innovation
International Airlines Group (IAG)
Dreamstar Lines based in Newport Beach, CA, is leading the development of new private overnight passenger rail in the U.S., offering a premium travel experience between major metro areas. What can air transport learn from this new endeavour, and what do they think the needs of the future passenger will be?


Joshua Dominic
Co-Founder & CEO
Dreamstar Lines
Coffee Break on the exhibition floor
Exciting new approaches to enhance experiences on the day of travel


Marta Dimitrova
Editor & FTE Hub Community Manager
Future Travel Experience
How do we take big strides in creating seamless travel experiences between different modes of transport and create “intelligent transport” systems and approaches?


Rupen S. Philloura
General Manager - Miami Cruise Terminal A (MCTA)
Cruise Terminals International
How can we enhance health and wellness experiences for passengers, especially in economy?


Brandon Capps
CEO
VibeQuest
APEX On-Floor Thought Leadership Stage
From Startup to Standout – The flyadeal Story


Steven Greenway
CEO
flyadeal
Lunch and networking on the exhibition floor with exclusive launches and unveilings
Innovations in Passenger Accessibility: Beyond Compliance
The latest spending habits, requirements & travel trends of travelers with disabilities


Craig Kennedy
Program Coordinator
Open Doors Organization
A new Harris poll commissioned by Open Doors Organization will dive deep into how much people with disabilities spend when they travel. This new research trends back to ODO’s first study in 2002 giving the industry the most definitive travel trends and the powerful disability dollar.


Rossen Dimitrov
Chief Customer Experience Officer
Saudia Airlines


Samson Arega
Group Chief Customer Experience Officer
Ethiopian Airlines


Ed Collett
Accessibility Innovation Leader
Air New Zealand


Natalie Randall
Day of Travel Experience Manager
Alaska Airlines
Understanding the trends, and factors, that will impact customer journeys & future expansion strategies of airports and airlines
What are the changes coming in the near future such as new types of aircraft and technology, plus industry developments like walk through screening, no bags in customs, connection updates, or enhancements at the TSA checkpoint that would have a significant impact on the way airlines and airports should plan around when forging future strategies?
Following scene-setting from the moderator each presenter will talk for 5 minutes to share their views before a fast-moving panel discussion begins.


Nick Bartlett
Director of Consulting, Lead for Transportation & Manufacturing
Future Today Institute
The architect & engineering view


Yvonne Bilshausen
SVP | Global Head of Aviation Architecture + Engineering
AECOM
The technologist view


Sanskar Agrawal
Industry Business Development, Smart Spaces & Global Public Sector
NVIDIA
The aircraft manufacturer view


Paige Stanton Wilson
Chief Development Officer
Acubed by Airbus
The regulatory trends view


Anne Marie Pellerin
Founder and Managing Partner
LAM LHA
The airline perspective


Keith Walters
Group Transformation Manager
International Airlines Group (IAG)
The airport perspective


Jose Salamo
FTE Digital, Innovation & Startup Hub Captain* & Associate Director, Planning and Development Technology Services
Toronto Pearson
Tech & Innovation Briefing - Accessibility - Autonomous wheelchairs & other exciting new technology & services to improve accessibility for all

Networking on the exhibition floor
Digital, Innovation & Startup Hub – Meet the Captains
Visit the Future Travel Experience booth where you can meet the Captains of the FTE Digital, Innovation & Startup Hub and learn what makes this community so unique. The FTE Hub is designed specifically for the individuals and organisations who are at the forefront of digital transformation and innovation. The core themes are Artificial Intelligence, Robotics and the Internet of Things.
Deep Dive with our Top Speakers in an intimate environment
(option 2) Open to FTE World Ancillary & Retailing members
This exclusive session offers a unique opportunity to delve deeper into the key subjects, matters and insights from previous sessions, with the expert speakers who contributed to it. Dive into thought-provoking conversations and gain valuable knowledge and perspectives in a focused and intimate environment. Don’t miss out on this enriching experience to interact closely with our esteemed speakers.


Guðmundur Daði Rúnarsson
Chief Commercial and Airport Development Officer
Keflavik Airport
FTE Executive Advisory Board Member
Special Presentation
What new approaches, and initiatives, are being driven forward by the Port Authority of New York & New Jersey to take customer experiences for all passengers to a whole new level across the New York airport system, and what role will digital play in that?


Brian Rohlf
Manager – Landside Operations & Customer Service
The Port Authority of New York & New Jersey
Deep-dive digital transformation case studies: Tangible business cases of implementing digitisation strategies in various tech fields, with emphasis on data-driven insights and transparency regarding faced challenges


Ross Falconer
Head of Content
Future Travel Experience
How Schiphol is leveraging technology, design, and data: In-house developed intelligence that reduced passenger peaks by 22% and elevated airside efficiency and safety


Martijn van Boven
Product Manager
Schiphol Amsterdam Airport


Mohamed Talbi
Product Manager
Schiphol Amsterdam Airport
From Queue to Clarity: How Ariadne Turns Passenger Movement into Action at Munich Airport & San Diego International Airport


Georgios Pipelidis
CEO
Ariadne
FTE Global Networking Party (featuring the FTE Global Awards Ceremony)

This year’s FTE Global Networking Party will take place at the Hotel Maya – a full-scale Latin American-inspired resort with a distinctive Southern California combination of spectacular, oceanfront views amidst 14 acres of lush, tropical gardens dotted with 500 palm trees in a modern, open-air setting. The event will be this year’s premier industry networking event, providing a perfect opportunity to unwind and network with fellow attendees in a relaxed environment.
It will also provide the perfect location for the industry-leading FTE Global Pioneer Awards ceremony sponsored by Assaia, which will recognise the world’s most pioneering airports and airlines with innovation projects prevalent across their entire organisations. Three airports and three airlines will be highly commended, while three more airports and airlines will receive FTE Global Pioneer Awards trophies. As part of the evening we will also recognise outstanding achievements among our FTE Americas Digital Transformation Power List nominees.
Networking Party Sponsored by: T-Mobile for Business
FTE Global Pioneer Awards sponsored by:
Thursday 11th September 2025
The FTE Data Sharing Symposium
The FTE Data Sharing Symposium incorporating the early thoughts and recommendations of the work being carried out in this area by airline and airport members of the FTE Digital, Innovation & Startup Hub.


Samuel Ingalls
Principal
Barich, Inc


Christian George Kessler
Airports Transformation & Innovation Manager
Metropolitan Washington Airports Authority


Keith Walters
Group Transformation Manager
International Airlines Group (IAG)


Gudmundur Karl Gautason
Director - Digital Development
Isavia


Nicole Hodges-Austin
Innovation Program Manager
Alaska Airlines
Morning Keynote
The FTE Energy & Sustainability Symposium
Beyond traditional infrastructure how should airports and airlines strategise and invest to deliver on the exponential power, data and sustainable fuels needs of the future that air transport will rely upon in the decades ahead?


Geoffrey Ax
Principal / Aviation Market Leader
Populous


Brian Cobb
Chief Innovation Officer
Cincinnati / Northern Kentucky International Airport


Tim Donovan
Founder & CEO
Donovan Energy


John Kasuda
Head of Airports and Vertiports North America
Siemens


Sanskar Agrawal
Industry Business Development, Smart Spaces & Global Public Sector
NVIDIA
Special Presentation - An LA Transformation Story
LAX is undergoing a major transformation ahead of the 2028 Olympics, led by the innovative Transformation Office and driven by a highly detailed, data-informed approach that’s enhancing the airport experience for all stakeholders—including passengers, employees, airlines, concessionaires, and suppliers. What insights and lessons have emerged from this work so far, and how can airports successfully lead large-scale change through cross-functional collaboration?


Courtney Moore
Deputy Executive Director - Strategy, Innovation & Experience
Los Angeles World Airports


Erin Trapp
Deputy Executive Director - Major Events & Strategy
Los Angeles World Airports
Tech & Innovation Briefing - Self-Service & Automation

Smarter Signage Starts Here: Strategy, Content & Systems that Deliver
As passenger expectations soar, airports must transform signage into a dynamic platform delivering engagement, efficiency, and revenue. This session explores how content strategy and smart systems are redefining airport communication to deliver the information and experiences passengers need. Learn from industry leaders about leveraging content and systems to influence passenger behavior, streamline operations, and maximize ROI. Join us to see how content-first approaches and cutting-edge systems shape the future of airport signage, with practical steps to design, deliver, and future-proof your investments.
Panel Discussion


Faith Varwig
Principal
Faith Group


Yahav Ran
CEO
Synect


Prasad Yarlagadda
AVP Enterprise Systems
DFW International Airport


Ian Birnbaum
Project Manager
Burns Engineering Group
FTE Digital, Innovation & Startup Hub – Networking Lunch and Startup Pitch Session Members Only
Corporate Partners of the FTE Digital, Innovation & Startup Hub are invited to attend this members-only Networking Lunch and Startup Pitch Session. Make the most of the opportunity to network with fellow Corporate Partners and hear from a selection of high-potential startup companies.
Lunch and networking on the exhibition floor with exclusive launches and unveilings
FTE Baggage Innovation Working Group - Meet the Captains
Visit the Future Travel Experience booth where you can meet the Captains of the FTE Baggage Innovation Working Group and learn what makes this community so unique. The FTE BIWG together the most innovative and progressive baggage supply chain companies, airlines, and airports from across the industry to provide a unique platform for cooperation and industry advancement.
Tech & Innovation Briefing - Robotics & Autonomous Vehicles

Post-lunch Keynote


Brian Sumers
Editor
The Airline Observer
Brian Sumers, an expert on the global airline industry, is editor of The Airline Observer, a newsletter covering the business of airlines, and a co-host of The Air Show, a podcast covering the business of the sky. Previously, Brian led aviation coverage for Skift, and was a regular contributor to Conde Nast Traveler and Aviation Week.
United Above & Beyond: Building the World’s Leading Airline from the Inside Out
In a powerful finale keynote conversation, United Airlines CEO Scott Kirby will share United’s ambitious mission to become the best airline in the world. From becoming the first major U.S. airline to offer free high-speed Starlink Wi-Fi to as of this year leading the world in IFE seat-back screens, United drives to set the highest standard for passenger experience. Kirby will offer an inside look at the strategy forging this incredible transformation, including the cultural and operational shifts that are rapidly accelerating the airline’s progress. This session will highlight how United’s investments in people, product, technology, and innovation will reshape the future of aviation from the inside out.
The secrets to using AI and other new technologies to reimagine end-to-end customer journeys
Each presenter will talk for 10 minutes on their approaches before a fast-moving panel discussion begins.


Kristin Rice
Director of Customer Experience
Cincinnati / Northern Kentucky International Airport


Vanesa Calvo Alonso
Head of Innovation
Aena


Jordie Knoppers
Future Customer Journey Manager
KLM Royal Dutch Airlines


Drew McMullen
Director of Intelligent Spaces for Airports & Airlines
Atrius


Alex Yen
Head of Growth
Persona
Sponsored by

FTE Global Closing Party (featuring the FTE Americas Innovate Awards Ceremony)

Make the most of the vital networking opportunities provided at the FTE Global Closing Party, which provides a final opportunity to spend some quality time on the show floor with a fun social twist thanks to our exhibitors who will be hosting drinks receptions, prize draw giveaways and unveilings. The FTE Global Closing Party will also provide the perfect location to reveal the winners of the FTE Americas Innovate Awards. During the previous two days audience members will have heard from industry stakeholders, each pitching on stage in an effort to impress our judges and their fellow aviation colleagues. Join us as we see the region’s largest and most respected innovation competition come to a close. The all-important audience votes will be tallied, and we will announce and celebrate the FTE Americas Innovate Awards winners.
Sponsored by:
Why attend FTE Global?
Don’t just take our word for it – read what FTE Global attendees have said about the show…
Book your booth
Exhibit your product or service. Contact our team to discuss the opportunities available:
Vital Event Information
Future Travel Experience Global 2025 is a global forum that brings together airlines, airports, government agencies, vendors, start-ups, terminal designers, architects, ground handlers, destination partners and various other travel industry stakeholders to learn, collaborate and be inspired on their next moves to transform their organisations’ passenger experience, business performance & sustainability strategies.
- Event
- Future Travel Experience Global 2025
- Date
- to September 2025
- Location
- Long Beach Convention Center, California, United States
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