ACI EUROPE and ACI ASIA–PACIFIC present The IT, Facilitation and Customer Service Conference
Register for Airport Exchange early
- Discounted rates on accommodation
- 15% discount on Etihad flights
- Please check visa requirements
Conference Theme Announced:
"Does good automation make for good customer service?"
This dedicated IT conference will again bring together industry experts to provide a forum for air transport executives globally to share experiences and solutions on existing and future IT infrastructure and services.
This conference will focus the development of self-service innovations and technology, and if a fully automated passenger experience is the ultimate goal.
Also taking place at Airport Exchange:
ACI World Airport IT Standing Committee Meeting
30 November & 1 December 2011
Conference programme for Tuesday 29 November 2011
09.00 – 10.00
Keynote Arena
Welcome addresses and keynote presentations from :
Olivier Jankovec, Director General, ACI EUROPE
Patti Chau, Regional Director, ACI Asia-Pacific
Jim Bennett, CEO, Abu Dhabi Airports Company
Kevin Knight, Chief Officer of Strategy and Planning, Etihad Airways
10.00 - 11.00
Official Exhibition Opening and Coffee Break
IT, FACILITATION & CUSTOMER SERVICE
"DOES GOOD AUTOMATION MAKE FOR GOOD CUSTOMER SERVICE?"
11.00 - 11.30
Opening Session
Welcome Address:
Federico Bonaudi, Policy Manager: Facilitation, Parliamentary Affairs and Regional Airports, ACI EUROPE
Arturo Garcia-Alonso, Manager Facilitation and Airport IT, ACI World
Keynote Address:
ADVANCED AUTOMATION STRATEGIES TO ENHANCE AIRPORT EFFICIENCIES AND THE PASSENGER EXPERIENCE
- Antoine Rostworowski, Director, Industry Relations Aéroports de Montréal and Vice Chair, ACI World IT Standing Committee
11.30 – 13.00
First Working Session
INNOVATION TO IMPROVE PERFORMANCE AND CUSTOMER SERVICE
Chairman's Introduction:
HOW AN "INTELLIGENT AIRPORT" CAN HELP IMPROVE CUSTOMER SERVICE
Catherine Mayer, Vice President, Airport Service, SITA
NARITA AIRPORT'S I-AIRPORT PROJECT
Kazumi Hiraoka, Senior Manager, IT and Communications Systems, Narita International Airport Corporation
INNOVATION TO IMPROVE PERFORMANCE AND CUSTOMER SERVICE - AUTOMATED BORDER CONTROLS
Carlos Madeira, Vice President, ANA Aeroportos de Portugal S.A.
THE AIRPORT METAMORPHOSIS – FRAPORT'S APRROACH TO BRING BACK THE CHARM OF TRAVELLING
Anne Reinhardt-Lehmann, Senior Vice President Customer Management, Fraport AG
13.00 - 14.15
Networking Lunch in the Exhibition
14.15 – 15.45
Second Working Session
UTILISING MOBILE TECHNOLOGIES AND SOCIAL MEDIA TO ENHANCE PASSENGER EXPERIENCES AND REVENUES
Chairman:
Josef Schmitz, Head of Travel, Transport and Logistics, T-Systems International GmbH
ENHANCING THE PASSENGER EXPERIENCE AT DUBAI INTERNATIONAL THROUGH REAL TIME PROCESS MONITORING
Sujata Suri, VP Service Development, Dubai Airports and Martin Bowman, Transport Sector Director, Amor Group
WHAT OPPORTUNITIES WILL NFC OFFER TO AIRPORTS, AIRLINES AND CONCESSIONAIRES?
David Kershaw, Director – Global Product Management, ARINC
EXPERIENCES DRIVING CUSTOMER SATISFACTION AND COMMERCIAL REVENUES THROUGH THE NEW TAV MOBILE APP COVERING SEVEN AIRPORTS ACROSS TURKEY, TUNISIA AND GEORGIA
Binnur Onaran, General Manager, TAV IT
15.45 - 16.30
Networking Coffee Break on the Exhibition Floor
16.30 – 17.30
Keynote Arena
EMERGENCY PLANNING AND CRISIS MANAGEMENT CEO PANEL
PANELLISTS INCLUDE:
Declan Collier, CEO, Dublin Airport Authority - Kosaburo Morinaka, President & CEO, Narita
International Airport Corporation, Japan and Second Vice President, ACI Asia-Pacific
Arnaud Feist, CEO, Brussels Airport
Graham Lake, Director General, CANSO
Close of Conference
19.30 – 23.00
GALA DINNER
AT EMIRATES PALACE
Hosted by
Conference programme for Wednesday 30 November 2011
09.00 – 10.00
Keynote Arena
Keynote Presentations from:
Tan Sri Bashir, Managing Director, Malaysia Airports and President , ACI Asia-Pacific
Rohit Talwar, Global Futurist, CEO and Founder Fast Future Research
10.00 – 10.45
Networking Coffee Break in the Exhibition
10.45 - 12.15
Third Working Session
IT LEADERS PANEL DISCUSSION
Chairman's Opening Presentation:
ADAC EXPERIENCES IN BRINGING AUTOMATION INTO THE PASSENGER EXPERIENCE, AND CONSIDERATIONS FOR THE FUTURE OF OUR BUSINESS
- Michael Ibbitson, Vice President Information and Communications Services, Abu Dhabi Airports Company
PANELLISTS:
Jim Peters, Chief Technology Officer, SITA
Stephan Copart, Project Manager, Fast Travel, IATA
Cees de Vos, Director Innovation Outstations and Partnerships, KLM
PANEL DISCUSSION ADDRESSING THE FOLLOWING QUESTIONS:
- CUPPS vs wireless interfaces
- Should airports be investing in apps, mobile websites or social media?
- Do airport apps create additional revenues?
- Some passengers carry up to four wireless devices – how should airport IT infrastructure adapt to the growing number of devices with wireless capabilities?
- What is the future for kiosks considering the rise of mobile?
- What is the best method for passenger tracking?
- Is virtualisation the answer to the expiration of Windows XP?
- What is the right process for bag drop and self tagging – how many steps?
- What is the future for the bag tag?
12.15 – 13.45
Networking Lunch in the Exhibition
13.30
WORLD AIRPORT IT STANDING COMMITTEE MEETING
(for Committee Members Only)
13.45 - 15.45
Revenue Masterclass
This year's ACI Airport Exchange will also feature a Revenue Masterclass. Hosted by Simpliflying, this workshop will look at how social media can be effectively used by airports, airlines, and concessionaires to increase revenue and drive brand awareness.
Sponsored by: 
15.30 - 17.30
AIRPORT EXCHANGE CLOSING RECEPTION
Sponsored by
* Invited
Related Conferences:
The Security Summit
"Evolving Strategies for Evolving Threats"
Airport Development and Environment Conference
"Developing airports of the future"
Airport Operations Conference
"Managing the pressures of growth whilst ensuring efficient and safe operations"
The Commercial Conference
"Creating environments to inspire consumer and commercial success"
The ANNA.AERO/ACI EUROPE Network Planning Conference
"Maximising you airport's case for securing new air services
(An intensive learning experience with the full and low fare carriers)"
Keynote Arena
New for 2011Delegates from all 6 conference streams will come together at the beginning and end of each day to hear from the air-transport sectors most influential figures on key industry issues, as well as the latest developments and strategies from their business. Welcoming an audience of more than 1000 conference delegates from across Europe and Asia to this Keynote Arena, this provides an unrivalled platform of learning and ensures all delegates can make the most of their time in Abu Dhabi.
