ACI EUROPE and ACI ASIA–PACIFIC present The IT, Facilitation and Customer Service Conference

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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

The IT, Facilitation and Customer Service Conference

Conference programme for Tuesday 29 November 2011

Keynote Arena

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

Second Working Session

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

Closing Keynote Arena

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

Third Working Session

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
Fourth Working Session

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?

NEW Enhanced Networking

  • 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


Register your place

Related Conferences:

The Security Summit
"Evolving Strategies for Evolving Threats"

Airport Development and Environment Conference
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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 2011

Delegates 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.


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Event Partners

Foundation 8

Media Partner

Arabian Aerospace

Sponsors

Platinum

Securitas

Gold

Foundation 8
TAV Construction
CCC
Arabtec

Exhibitors

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