“Innovation at the Airport” Stage

FTE-APEX Asia Premium Conferences

The following agenda took place in 2019. The 2020 conference agendas will be available soon.

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Monday 11th November14:00 - 18:30

FTE Innovation & Startup Hub Live (members only)

The FTE Innovation & Startup Hub is the industry’s only network designed for the organisations and individuals who are at the forefront of innovation in the air transport sector. During the FTE Innovation Hub Live Day in Singapore, our Corporate Partners will be able to participate in a guided tour of Singapore Airlines’ innovation lab, KrisLab, as well as an extended tour of Jewel Changi Airport, including a number of the facility’s unique attractions. Interested in joining? Find out more here.

Monday 11th November 18:00 - 20:00

Briefing & Tours of Jewel Changi Airport

The stunning new Jewel Changi Airport, which was developed jointly by CAG and CapitaLand. The unique mixed-use development includes gardens, attractions, retail, dining, a hotel and facilities to support airport operations, including early check-in counters and baggage storage facilities. Featuring a raft of attractions such as a rain vortex, forest valley and canopy park, Jewel has already become a memorable destination in its own right.

Tuesday 12th November

09:00 - 09:00
Official EXPO opening

Speaker Invited

Tuesday 12th November 09:05 - 10:15

Opening Keynote Session for all premium participants

Welcome Addresses:

Daniel Coleman
Founder & CEO
Future Travel Experience
Joe Leader

Inspirational Keynote:

From futuristic hotels to voice assistants for cars Alibaba are disrupting many sectors – what can we learn from them, and what can we expect from them in the travel space in the years to come?

Derek Wang
General Manager
Alibaba Cloud Singapore

CEO Perspectives on collaboration, competition, innovation, costs, safety and passenger experiences.

Format: Each speaker will engage in a dedicated interview with the moderator to discuss their latest efforts before the next speaker joins the discussion. Once all speakers are on stage the session will become a panel discussion between the moderator, speakers and audience.


Joe Leader

Confirmed speakers:

Karam Chand
Royal Brunei Airlines
Bryan Thompson
Chief Executive Officer
Abu Dhabi Airports

10:15 - 11:15
Coffee Break

Speaker Invited

Tuesday 12th November 11:15 - 11:30

How will Abu Dhabi's new landmark midfield terminal reimagine the business for ADAC, its home carrier and its passengers?

Special Presentation

Bryan Thompson
Chief Executive Officer
Abu Dhabi Airports

Speaker Invited

Tuesday 12th November 11:30 - 12:30

Using technology to drive efficiency, and enhanced passenger experiences, at the airport.

Second Working Session


Marta Dimitrova
Editor & FTE Hub Community Manager
Future Travel Experience

Using data & technology to give superpowers to customers and employees at Schiphol Airport

Henk Jan Gerzee
Chief Digital Officer / Innovation Officer
Royal Schiphol Group
Miriam Hoekstra van der Deen
Director of Operations
Schiphol Amsterdam Airport

How is Qatar Airways leveraging mobility solutions to support its staff’s efforts to improve operational efficiency, whilst enhancing customer experiences?

Brad Moore
Senior Vice President Ground Operations
Qatar Airways

Embracing collaboration and digital technology to redefine the passenger experience at Helsinki Airport

Timo Jarvela
VP Passenger Experience & Processes

Speaker Invited

Tuesday 12th November 14:00 - 14:20

Organizing for innovation to transform the business and operations of the airport for the future.

Special Presentation

Bernard Siew
Vice President – Innovations
Changi Airport Group

Speaker Invited

Tuesday 12th November 14:20 - 15:15

Airport Automation & Biometric efforts

Third Working Session


Following a short introduction by the session moderator, each speaker will deliver a 10 to 15-minute presentation before a Q&A discussion.


Ryan Ghee
Head of Strategy & Development
Future Travel Experience

Driving automation and innovation across Passenger, Baggage and Airside at London Heathrow to develop a new operating model for the future.

Simon Wilcox
Automation and Innovation Transformation

How has Collins Aerospace collaborated with several of the airports and airlines in Japan to provide solutions that will be ready to accommodate the influx of passengers during the 2020 Olympics in Tokyo, including self-service devices, biometrics and automation?

Tony Chapman
Senior Director, Marketing, Product Management and Strategy
Collins Aerospace

Additional Panellists:

Juan Manuel Segura
Director of Innovation
Jenny Duncan
Director of Marketing & Communications
Vancouver Airport Authority

Speaker Invited

Tuesday 12th November 16:00 - 17:15

Inspiration from Japan on innovation and passenger experience excellence as they prepare to host the 2020 Olympics

Fourth Working Session


Maryann Simson
APEX Media

Speakers include:

Supersonic travel, new aircraft and airport approaches and fresh thinking to coincide with the 2020 Olympics

Akira Mitsumasu
Vice President - Global Marketing
Japan Airlines

What is the digital story behind Japan Airlines’ new mid/long haul LCC

Hide Isomura
Chief Digital Officer

How leading LCC Peach Aviation is gearing up its services for the Tokyo Olympics

Jose Oller
Executive Vice President Operations
Peach Aviation

Speaker Invited

Tuesday 12th November 17:15 - 17:30

Day 1 Closing Presentation for all participants:

FTE Exclusive – New products launches from Xiamen Airlines that will upgrade passenger experience whilst setting new standards for its service

Chen Yizhen
Chief Service Officer
Xiamen Airlines
Tuesday 12th November 17:30
Conference close

Speaker Invited

Tuesday 12th November 17:45 - 18:15

FTE-APEX Asia Awards Ceremony

Everyone is welcome to experience the FTE-APEX Asia Awards 2019 presentation ceremony on the Expo Stage, in which airlines and airports from across Asia and Oceania will be rewarded by region by FTE for their customer experience achievements. In addition, APEX will also honour the airlines from across the region that also recently achieved 4 and 5 star status in the 2020 APEX Official Airline Ratings™.

View the FTE Asia Awards 2019 winners >>

Speaker Invited

Tuesday 12th November 18:15 - 20:15

FTE-APEX Asia EXPO Reception & Awards After Party

(Premium Pass holders only)

Relax and network with music, drinks and canapés while taking in stunning views of Singapore from the 4th Floor of the MBS Convention Centre. The Reception will culminate with a viewing of the Spectra outdoor light and water show. As the story unfolds before your eyes, you’ll be immersed in a beautiful symphony of music, water and light that’s powered by advanced lasers, fountain jets and visual projectors.
(Premium Pass holders only)

Wednesday 13th November

Speaker Invited

Wednesday 13th November 09:00 - 10:00

Day 2 CEO Keynote Session for all participants


Daniel Coleman
Founder & CEO
Future Travel Experience


Inspiration from across the Pacific – reimagining guest experiences leveraging technology and innovation at Los Angeles International Airport (LAX) as part of its multi-billion dollar redevelopment programme.

Barbara Yamamoto
Chief Experience Officer
Los Angeles World Airports

Becoming The world’s First Truly Digital Travel Company

Javed Malik
Group Chief Operations Officer

Speaker Invited

Wednesday 13th November 10:45 - 11:45

Airport Development Strategies & NEXTT (New Experience Travel Technologies) Generation Travel Experiences

Sixth Working Session:

IATA and ACI have launched the New Experience in Travel and Technologies (NEXTT) initiative.
In light of the projected doubling of air travel demand by 2036, new on-ground concepts are, and increasingly will be required to optimize the use of emerging technologies, processes and design developments. NEXTT aims to help deliver this future by developing a common vision to enhance the on-ground transport experience, guide industry investments and help governments improve the regulatory framework.


Jean-Sebastien Pard
Manager, Facilitation and Passenger Services, Airports Council International
ACI World


Tan Lye Teck
Executive Vice President - Airport Management
Changi Airport Group
Richard Meredith
Project Director
Simon Wilcox
Automation and Innovation Transformation
Yanendra Weerakkody
Digital Transformation Lead
SriLankan Airlines
Douglas Yeo
Senior Deputy Director (Security Policy & Emergency Preparedness)
Ministry of Transport- Singapore

Speaker Invited

Wednesday 13th November 13:15 - 14:30

Innovation through Labs and emerging technologies

Sixth Working Session


Ryan Ghee
Head of Strategy & Development
Future Travel Experience

Presentations from

A fireside chat on how European LCC Transavia is driving innovation efforts by working with startups and in-house approaches that are lean and open?

Jasper Voorn
Innovation Consultant

Digital Transformation and AI Innovation in X

Shawn Wang
Head of Data Labs
China Eastern

A fireside chat about transforming Cebu Pacific to become the reference for an innovative, customer focused, efficient, lean and reliable operation in the region.

Javier Massot
Senior Adviser Ground Operations
Cebu Pacific Air

Speaker Invited

Wednesday 13th November 15:00 - 15:45

The APEX Regional Passenger Choice Awards (PCAs) Ceremony

APEX once again partnered with TripIt® from Concur®, the world’s highest-rated travel-organizing app, to gather anonymous passenger feedback based on neutral, third-party passenger feedback and insights for the 2020 APEX Passenger Choice Awards. Using a five-star scale, more than one million flights were rated by passengers across nearly 600 airlines from around the world between July 1, 2018, and June 30, 2019. On the same screen, passengers were given the opportunity to provide anonymous ratings in five subcategories. The single-screen rating allows airline passengers to easily rate their flight in less than 15 seconds.

The awards will recognise regional excellence by airlines in seat comfort, cabin service, food and beverage, entertainment and Wi-Fi across the following territories – Eastern Asia, Central Asia, Mainland China, South Pacific & Middle East.

Wednesday 13th November 15:45
Conference close

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Travel & Accommodation

Perfect Location

Marina Bay Sands Expo and Convention Centre, 10-11 November 2020, Singapore

Singapore is a highly appealing and accessible destination and a reference site for customer experience excellence. In addition, the iconic Marina Bay Sands offers world-class event facilities, ultimate luxury and breathtaking views across the city.

More information
Travel & Accommodation

Discounted Flights

Enjoy exclusive fares on Singapore Airlines

We are pleased to be working with Singapore Airlines this year, allowing our attendees to enjoy exclusive fares on Singapore Airlines flights. To take advantage of these savings, visit the Singapore Airlines official website and book your flights using the discount code.

More information


Recognising the most customer-centric airlines and airports across Asia and Oceania

FTE APEX Asia EXPO will host awards ceremonies led by both Future Travel Experience (FTE) and the Airline Passenger Experience Association (APEX).

More information

Vital Event Information

FTE APEX Asia EXPO 2020 is Asia’s biggest free to attend passenger experience and business performance expo. It provides an unrivalled platform for the industry’s most innovative solution and service providers from across Asia-Pacific and further afield to showcase their latest products and concepts designed to help airlines and airports improve end-to-end customer experiences, reduce costs, increase revenues and enhance operational efficiency.

- November 2020
Marina Bay Sands Expo and Convention Centre, Singapore