Future Mobility & Customer Journey Agenda
We have always been obsessed here at FTE by what the future end-to-end passenger experience will look like and this track will focus on everything related to that from how you might book a trip, how you may travel to and through the airport and what technologies and new forms of mobility (like AAM) might facilitate that. From there how might the inflight experience evolve and how can we clear immigration seamlessly before getting to our final destination and how might the technology we have used across our journey interconnect with the onward travel and accommodation segment. Leading organisations already confirmed to speak in this track include Odys Aviation, Lufthansa Group, Carlyle Airport Group, Riyadh Air, Uber, JetBlue Ventures, McKinsey & Company, Southwest Airlines, Munich Airport International, Air Canada, Vancouver Airport Authority, Airport Dimensions, Sun Country Airlines, Heathrow, Swissport, Connect Airlines, Government of Aruba, Canada Jetlines , Harbour Air, EL AL Israel Airlines & Air France.

The agenda - Subject to change
FTE Digital, Innovation & Startup Hub Live – Open to Corporate Partners only

The members-only FTE Digital, Innovation & Startup Hub Live activities will be hosted alongside our FTE Global event. Our Corporate Partners can expect high-level innovation keynotes, a startup pitch session featuring a selection of high-potential startup companies and then a visit to the Odys Aviation’s HQ in Long Beach, where we will hear and experience how Odys is building the next generation of regional hybrid-electric VTOL aircraft, before joining tours of the hangar facilities and cabin mock-up, followed by a live flight test demonstration.
Visit the FTE Digital, Innovation & Startup Hub website to learn more >>
FTE Baggage Innovation Working Group meeting at LAX - members only

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 for free
New for 2023: FTE World Airport Retailing Working Group meeting at LAX - members only

The FTE World Airport Retailing Working Group (WARWG) will provide a platform – and build a community – in which the brightest, most progressive minds in the commercial sector globally from airports, airlines, concessionaires, brands, consultants and more can network & share ideas, visions and learnings on how the industry can improve its commercial offerings, strategies and collaboration. Its free to join for all and this first highly interactive meeting at LAX will be themed as “An A-Z on commercial planning for new & redeveloped airport facilities” and the team from the impressive new Terminal A at Newark Airport (MUC International, Portland Design, Grimshaw & Moment Factory) will help instigate group wide discussions on best practices by giving a 360-degree view on implementing the vision, and the decision-making and lessons learned along the way.
FTE Global Welcome Drinks

We invite all premium attendees to join us for a ‘Sundowner’ drink at The Ballast Point Long Beach. Meet with your fellow FTE attendees, connect with industry colleagues both new and established, whilst enjoying refreshing ocean breezes and incredible water views. Showcasing the very best hospitality that Long Beach has to offer, this sprawling harborside spot, featuring outdoor patios with fire pits, and 60+ beers on tap, guests can relax and network while watching passing boats and gorgeous sunsets.
Tuesday 19th September 2023 - Day 1
Opening Keynote Session


Daniel Coleman
Founder & CEO
Future Travel Experience


Dr. Joe Leader
CEO
APEX/IFSA
Executive Summary Conclusions of the groundbreaking FTE/Fast Future Study on Tomorrow’s Customer 2030


Rohit Talwar
CEO
Fast Future
Leading in Turbulent Times
Brian is responsible for building a vibrant, inclusive culture that accelerates the growth of Google’s business and talent. He oversees onboarding, training, leadership development and talent management for 180,000 “Googlers” in more than 60 countries. Previously, Brian led organisational development for JetBlue Airways, helping shape the company’s distinctive culture from the ground up and contributing to its massive growth as a member of the original start-up team. Prior to that, he held positions at Continental Airlines and Virgin Atlantic Airways.
Live Nation, the global leader in live entertainment, produces more concerts, sells more tickets, and connects more brands to music than anyone else. Its commitment to creating memorable experiences and fostering engagement mirrors the efforts of many stakeholders in the travel sector. People are increasingly blending their passions for travel and live music, seeking unique and immersive experiences that combine both. In this session, we delve into Live Nation’s unique strategy and uncover what we can learn from their success.
Jeff oversees global partnership growth and strategy development at Live Nation Entertainment, and is an accomplished senior executive with a successful history in building and scaling strategic corporate divisions and early-stage businesses as a business development and marketing leader in entertainment and technology companies. He resides in Chicago, where he enjoys spending time with his wife and two daughters. He is also a DJ (upon occasion) and a passionate music fan (always).
VIP EXHIBITION TOUR, PLUS NETWORKING BREAK
How should air transport stakeholders evolve product, commercial & loyalty strategies to suit the world & passengers of 2030?
The moderator will set the scene with the unveiling of key findings from a new report, and then each speaker will talk for 10 minutes on how they are evolving their approaches and after everyone has voiced their views, the session will transition to a fast-moving panel discussion.
Results of groundbreaking FTE/Fast Future Study on Tomorrow’s Customer 2030


Rohit Talwar
CEO
Fast Future
We are delighted that FTE Global will provide the Launch Pad for the exclusive unveiling of results from the groundbreaking study on ‘Tomorrow’s Customer 2030’ conducted by Future Travel Experience in partnership with Fast Future – the leading aviation industry foresight specialists.
The study draws on a global passenger survey with over 900 responses covering every continent, interviews with 80+ experts across the sector, and an extensive programme of desk research. Core themes explored in the research include:
- Tomorrow’s customer – their work, incomes, travel influences, and environmental considerations
- Digital life – how individuals expect to use technology, data, AI, apps, and virtual worlds in their lives and across the travel experience
- Purchase – traveller expectations around preparation, booking, and payment for flights
- The airport experience – how customers want to navigate essential airport processes, expectations around dining, retail, and leisure, and attitudes towards novelty
- In the air – priorities around seating, dining, amenities, service, and the arrival experience


Brian Davis
CMO
Sun Country Airlines


Suzanne Bremski
Head of Digital & Customer Experience
Harbour Air Seaplanes


Güçlü Batkin
CEO
TAV Operation Services
Special Presentation
How will the Lufthansa Group reimagine end-to-end customer journeys by 2030 and translate customer satisfaction into market value?


Nina Sproedt
Vice President Product Development
Lufthansa Group
LUNCH, EXHIBITION SHOWCASE, NETWORKING, TOUR & BRIEFING
Dynamic approaches to serving the evolving needs of industry, passengers and tomorrow’s mobility landscape


Ryan Ghee
Chief Operating Officer
Future Travel Experience
What is the Lufthansa Innovation Hub view on the new technologies & approaches that will transform aviation, and what were some of the key highlights from the FlyingLab pre-conference on LH452 between MUC and LAX on September 17th exploring exceptional experiences for the needs of the passengers of tomorrow?


Tino Klaehne
Director Strategic Innovation & Intelligence
Lufthansa Innovation Hub
How will the new California based airline – Air Cahana – achieve its missions to decarbonise aviation, and welcome in a third Golden Age of Aviation by 2030?


Tony Thompson
Founder and CEO
Air Cahana
Is the Advanced Air Mobility (AAM) revolution really coming quickly or has it stalled, how significant will it be to air transport and what approach should stakeholders be taking towards it now?


Naashom Marx
Director of Strategic Innovation - Advanced Mobility
Cincinnati / Northern Kentucky International Airport
Jumpseat Debate (no press allowed): How does our industry really advance its approach to managing disruption situations for the benefit of passengers, and our stakeholders?
Alternative Session Choice



Michelle Buckley
Managing Director, Customer Engagement
Southwest Airlines
FTE jump seat debates enable an entire group to participate in a lively conversation and debate, without the use of any AV or slides.
A single chair is placed at the front of the room. This is the jump seat. The remaining chairs are arranged in a semi-circle facing the jump seat. A group of relevant participants are selected to fill the seats around the jump seat in advance of the session beginning. The moderator introduces the topic and at any time any member of the audience can, occupy the jump seat and voice their opinions. The discussion continues with participants frequently entering and leaving the jump seat. When time runs out, the jump seat is closed, and the moderator summarizes the discussion.
Special Keynote
How will the new terminal at Pittsburgh International Airport opening in 2025 reimagine the traditional customer journey through an airport, and how can this industry better work together to serve passengers?


Christina Cassotis
CEO
Pittsburgh International Airport
NETWORKING BREAK, EXHIBITION SHOWCASE & TOUR
The Mobility Trends Leading to a Sustainable, Connected & Seamless Moving World
Following a scene setting presentation a panel of industry innovators will discuss their views, efforts, visions and learnings in this realm in a fast moving panel discussion.


Robin Riedel
Partner
McKinsey & Company
A vision for the future of mobility, and its infrastructure, with examples in AAM network planning, place-making, sustainability, equity, and community connection.


Catherine Tobaisinsky
Chief Growth Officer
Dar Group


James Dorris
Co-Founder and CEO
Odys Aviation


Stephen Snyder
Managing Director, Operations & Partnerships
JetBlue Ventures


Amit Rikhy
President and CEO
CAG Holdings (A Carlyle Backed Company)


Rob Mitchell
Director, Head of Business Development - Airports, Events & Travel
Uber
The FTE Global Networking Party & Awards Ceremony hosted by LAWA

Hosted by:
This year’s Networking Party will take place at Ovation Square – a former bank, built in 1923, and designed by Paul R. Williams, one of the first Black architects in Los Angeles, who also worked on the team that designed the Theme Building at LAX. It is located in downtown Long Beach, a short walk from the convention center and downtown hotels. The event will be this year’s premiere industry networking event, providing a perfect opportunity to unwind and network with fellow attendees in a relaxed environment.
The FTE Global Networking Party will also provide the perfect location for the industry-leading FTE Global Awards sponsored by Smithgroup, Kohn Pedersen Fox, and HNTB, which will recognise outstanding achievements in our sector.
FTE Global Awards Sponsored by:
Wednesday 20th September 2023 - Day 2
Innovative strategies to drive passenger spend on the day of travel
The moderator will set the scene, and then each speaker will talk for 5 minutes on how they are evolving their approaches and after everyone has voiced their views, the panel will transition to a fast-moving panel discussion.


Martijn Steur
Managing Director
Kinetic Consultancy


Dave Jones
Deputy Executive Director - Commercial Development
Los Angeles World Airports


Amy Benson
VP of Marketing
Unibail-Rodamco-Westfield


Sarah Gipple
Head of Partnerships
CAVU


Dadi Runarsson
Chief Commercial & Airport Development Officer
Keflavik Airport – Isavia Ltd
NETWORKING BREAK, EXHIBITION SHOWCASE & TOUR
Special Presentation: What are the most successful ways of leveraging technology to support passengers during times of disruption?


Yvo van der Tol
CCO
HRS Crew & Passenger Solutions
How should CX strategies evolve on the ground, and in the sky, to better serve all types of passengers by 2030?
The moderator will set the scene, and then each speaker will talk for three minutes from their seat on how they are evolving their approaches to customer journeys. After everyone has voiced their opinion, the panel will share their ideas for the future around the following key
- How do we achieve inclusion for passengers of all types?
- How can the industry make big CX strides during disruption?
- What are the main challenges to delivering perfect passenger and baggage journeys and how do we overcome them?
- How do we take more processes away from the airport in the future, and deliver more choice to the passengers on their day of travel?
- What big changes can we expect to see inflight going forward?
- What is the right balance for digital, and human assistance, going forward across different classes of passenger?


Ed Baklor
Partner, Consumer Practice, Travel, Leisure & Hospitality
True


John Thomas
CEO
Connect Airlines


Anton Vidgen
Vice President, Guest Experience
Riyadh Air


Nancy Knipp
President of the Americas
Airport Dimensions


Oren Cohen Butansky
EVP & Chief Customer Experience Officer
EL AL Israel Airlines


Rupen Singh Philloura
Director of Terminal Operations, Customer Service & AOCC
Miami International Airport


Tomasz Pawliszyn
CEO
AirHelp
LUNCH, EXHIBITION SHOWCASE, NETWORKING, TOUR & BRIEFING
Post Lunch Keynote Session for all attendees
What were the key learnings from hosting the World Cup, and how will Qatar Airways & Hamad International Airport build upon the tournament’s incredible legacy?
Interactive Workshop: How will Advanced Air Mobility (AAM) overcome the unique issues that “conventional aviation” never had to address, and is the dream still alive with relatively little investment still made in this field?
- AAM network capacity
- distribution of this capacity amongst airlines (early and later entries)
- Management of the AAM network in a fair and transparent way
- How can ICAO / FAA help?
- How can technology help?
- What should the operation on the ground look like?


Velissarios Eleftheriou
Expert
Munich Airport International
Better utilizing data to create improved CX & business performance by 2030
Panel discussion split into 2 sections. First we will assess the best approaches to collect data & create a consolidated data platform, and in the second part of the session we will assess the best ways to use that data to drive more informed decision making.


James Williamson
CEO
Veovo


Susan Lewis
Manager of CX Analytics Team
Southwest Airlines


Nelson Camacho
CEO North America
Swissport


Chris Annetts
Chief Strategy Officer
Heathrow


Elizabeth Paul
Manager, Aviation Technology and Innovation
The Port Authority of New York & New Jersey (PANYNJ)
- How do we utilise data that is currently collected, yet not parsed for utilization?
- What are now the best means, and technology platforms, to collect data?
- How can you successfully process, and leverage data, in real time?
- How do you best identify the gaps in your data and fix it?
- How can industry stakeholders better make use of data in their own organisations?
- How can the industry better share data with its partners, and what are the proven mechanisms to achieving that which we can utililise to scale data sharing across the sector?
- How can we take industry personalisation to passengers to the next level?
Interactive Workshop: How should airport lounges evolve into the future to deliver exciting multi-purpose environments that delight, and better serve commercial ambitions?


Chris Hartman
Director Business Development Digital Experience
Airport Dimensions
NETWORKING BREAK, EXHIBITION SHOWCASE & TOUR
Seamless Travel Innovation
Following a scene setting presentation each speaker will talk for five minutes from their seat on how they are driving exciting new approaches in this realm. After everyone has voiced their opinion, the panel will share their ideas for the future.


Holly Miles
Editor
International Airport Review
How have Air Canada collaborated successfully with airports, suppliers and other partners to develop their own decentralized Digital Identification platform that delivers a touchless, frictionless experience powered by biometrics to airport touchpoints such as lounges and boarding gates?


Derwin Cady
Manager, Airport Technology and Product Development
Air Canada


James Snowdon
IT Director, Infrastructure Airport Applications
Vancouver Airport Authority


Jean-Francois Lennon
Vice President Strategic Sales & Global Partnerships
Vision-Box


Annet Steenbergen
Advisor
EU Digital Wallet Consortium (EWC)


Ray Viggiano
Assistant Manager of Customer Service Delivery
Port Authority of NY & NJ
Exhibition Closing Party

Make the most of the vital networking opportunities provided at the FTE Global 2023 Exhibition 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 Exhibition Closing Party will begin early so participants have more scope to network outside of the official event proceedings.
Sponsored by:
Thursday 21st September 2023 - Day 3
APEX Thought Leadership Day

FTE Global Registration Open: 08:30 – 14:30
The APEX/IFSA Thought Leadership Day is a definitive highlight of APEX/IFSA EXPO and always attracts one of the best speaker line-up’s of airline leaders in the world to share future visions, insights and strategies and this year is no different.
Thanks to the co-location efforts this year FTE Global attendees will have full-access to this conference day too.
Welcome from Joe Leader, CEO, APEX/IFSA


Dr. Joe Leader
CEO
APEX/IFSA
His Excellency Mr Akbar Al Baker, Group CEO, Qatar Airways Group, Hamad International Airport and Chairman of Qatar Tourism


Mr Akbar Al Baker
Group CEO
Group CEO, Qatar Airways Group, Hamad International Airport and Chairman of Qatar Tourism
10.30-11.00 – Coffee Break


Dina Ben Tal Ganancia
CEO
EL AL Israel Airlines


Ted Christie
President & CEO
Spirit Airlines
12.00-13.15 – Networking Lunch


Capt Ibrahim Koshy
CEO
Saudia Airlines


Anko van der Werff
CEO
SAS
14.20-14.35 – Coffee Break


Zhao Dong
Chairman
Xiamen Airlines


Andre Viljoen
Managing Director & CEO
Fiji Airways
16.30-16.45 – Coffee Break
APEX Annual General Meeting (AGM) – APEX members only
Why attend FTE Global?
Don’t just take our word for it – read what FTE Global attendees have said about the show…
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Exhibit your product or service. Contact our team to discuss the opportunities available:
Vital Event Information
Future Travel Experience Global 2023 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 2023
- Date
- - September 2023
- Location
- Long Beach Convention Center, California, United States
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