“Innovation for airlines” Stage

FTE-APEX Asia Premium Conferences

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
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 - 12:15

Pioneering Digital Transformation

Second Working Session


A series of case study presentations followed by an interactive discussion around the art of executing digital transformation successfully.


Daniel Coleman
Future Travel Experience


Becoming the world’s leading digital airline.

Jerome Thil
VP Digital Innovation
Singapore Airlines

Towards Airline-as-a-Service – An engineers’ journey through automating a major airline.

Daan Debie
Director Engineering & Architecture
KLM Royal Dutch Airlines

Speaker Invited

Tuesday 12th November 12:15 - 12:30

Exclusive Fireside chat


Daniel Coleman
Future Travel Experience

A fireside chat on digital transformation, new technology and the future of air-transport with one of the sectors most progressive thinkers.

Ravinder Singh
Chief Information & Innovation Officer, Tata Singapore Airlines

Speaker Invited

Tuesday 12th November 14:00 - 15:15

Taking customer experiences to the next level

Third Working Session


A series of case study presentations followed by an interactive discussion.


Julie Baxter
Julie Baxter
Onboard Hospitality


What is the Airbus vision for the cabin of 2030 and how central will connectivity be to it?

Ingo Wuggetzer
Vice President Marketing

What does it take to achieve 5 star status, and what’s it worth when you get there?

Keith Yates

Special Presentation

What has Cathay Pacific learned from recent disruption challenges in Hong Kong, and how can the industry evolve its practices to better support passengers in these moments when they need support most? 

Vivian Lo
GM Customer Experience and Design
Cathay Pacific Airways

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 finalists >>

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
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 Operating Officer

Speaker Invited

Wednesday 13th November 10:45 - 12:00

The next generation of always on passengers. Threat or opportunity?


Joe Leader

Presentation to set the scene: Findings from LSE Sky High Economics Report Chapter 3: Behaviour & Loyalty:

Dominic Walters
Vice President Marketing Communications & Strategy, Inmarsat Aviation


Jack Mandala
Seamless Air Alliance
Rohan Kapoor
Regional Manager Asia - Product and Ancillary Revenue
Jetstar Group
Dr Long Yin
Solution Architect, Data Intelligence Division
Alibaba Cloud Singapore
Pavenraj Singh
Head of Commercial

Speaker Invited

Wednesday 13th November 13:30 - 14:30

The future of airline e-commerce & ancillaries

Seventh Working Session


Panel discussion between moderator and panellists.


Trevor Spinks
Senior Director, Audience Strategy & Development


Rohan Kapoor
Regional Manager Asia - Product and Ancillary Revenue
Jetstar Group
Apple Ignacio
Director, Ancillaries
Cebu Pacific Air
Gunardi Minah
GM Marketing
Lion Air Group

Questions to consider:

  • Is it realistic for airlines to become fully-fledged retailers?
  • Are they ready to take the plunge?
  • What are the secrets to great personalisation?
  • How crippling is GDPR to these ambitions?
  • What’s holding them back?
  • Should airlines be focusing on being better at traditional ancillary sales like baggage or is there real opportunity in new revenue streams?

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

Register for FTE-APEX Asia EXPO 2019 for FREE!

Access to the EXPO is completely FREE for all attendees!

Airports & Airlines get a FREE Premium Pass!

Find out more Register now!

Travel & Accommodation

Perfect Location

Marina Bay Sands, 12-13 November 2019, 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.

Book your accomodation today

Vital Event Information

FTE-APEX Asia EXPO 2019 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 2019
Marina Bay Sands Expo and Convention Centre, Singapore