Full IT, Facilitation & Customer Service Conference details will be available soon
The full IT, Facilitation & Customer Service Conference details for Airport Exchange 2013 will be available soon. Below you'll find the agenda for last year's Future Travel Experience Europe conference which replaced the IT conference. Subscribe to the newsletter to be kept up to date with the IT, Facilitation & Customer Service Conference programme developments.
Future Travel Experience Europe
Delivered in partnership by ACI EUROPE and ACI Asia-Pacific, Amsterdam RAI, November 26-28th
Conference Theme Announced:
"Airport 2020: Differentiating your passenger experience in an increasingly automated environment"
Through its website and events for travel industry stakeholders, Future Travel Experience focuses on the end-to-end travel process from the passenger point of view, from the moment of booking through to the collection of baggage at the arrival destination, and assesses how every aspect of the passenger experience on the ground can be improved. After staging 6 highly acclaimed events in North America and 2 in Asia, the organisers have been inspired by our Airports 2020 theme and plan to deliver the best future ideas on improving the passenger experience on the ground, and how travel industry stakeholders should be adapting their strategies for the future in response to changing technologies and passenger needs.
Dimitris Bountolos Montabes, Head of Coordination and Hub Development, Iberia Airlines (IAG Group) recently presented at FTE 2012 in Vancouver on the Ágora project which is made up of 220 initiatives, many of which are directly focused on providing an enhanced passenger experience. He will share his views on the Airport of the Future too in Amsterdam.
Tuesday 27 November 2012
09.00 – 10.00
Keynote Arena
Keynote Addresses in main hall for all conference delegates
Further to the success of its introduction in Abu Dhabi the Keynote Arena will return to Amsterdam, and we have set aside a large conference room at the RAI where over two conference days a number of the air-transport sector's most influential figures will deliver keynote addresses relating to our theme of "Airports 2020", as well as the latest developments, strategies and lessons learned across their businesses.
Welcome Addresses:
-
Jos Nijhuis,
CEO,
Schiphol - Eberhard van der Laan,
Mayor of Amsterdam
-
Olivier Jankovec,
Director General,
ACI EUROPE -
Patti Chau,
Regional Director,
ACI ASIA-PACIFIC
Putting the consumer first – Understanding the needs of the passenger, and the role of technology in meeting them
-
Sean Carney,
Chief Design Officer,
Philips
10.00 - 11.00 - Official Exhibition Opening and Coffee Break
11.00 - 11.30
Opening Session
Welcome Addresses:
Daniel Coleman,
Founder,
Future Travel Experience- Federico Bonaudi,
Manager: Manager Facilitation,
Parliamentary Affairs and Regional Airports,
ACI EUROPE
Keynote Address
Airports, airlines and customer expectations towards 2020
Pieter Elbers,
Managing Director
& COO,
KLM
11.30 – 13.00
First Working Session
If the battle for the traveler loyalty is won on the ground, but almost all carriers and airports are now utilizing similar processes, how can differentiation be achieved in the eyes of the passenger?
Following a presentation to set the scene, panellists will each deliver a 5 minute presentation on the question posed.
Chairman's Presentation:
Guidelines for Passenger Service for European Airports - Exclusive from the ACI EUROPE Facilitation Committee
-
Pirjo Lähteelä,
Head of Service and Systems Development,
Finavia Corporations
and Rapporteur of
ACI EUROPE's Task Force on Passenger Experience
Panellists:
Eric van den Dobbelsteen,
Director Passenger Services,
Schiphol Airport
and Chairman,
ACI EUROPE Facilitation and Customer Services Committee
Philip Wagnert,
VP Product Development and Management,
SAS
Dominic Nessi,
Deputy Director & Chief Information Officer,
Los Angeles World Airports
-
James Ingram,
Senior Manager,
DKMA -
Jim Eaton-Terry,
Head of Technology and Product,
Flybe
13.00 – 14.15 - Networking Lunch in the exhibition floor
14.15 – 15.45
Joint session
Second Working Session
What should the airport of 2020 look like and how should it be built?
Joint session with the Airport Development and Environment Conference
Panel session where after a scene setting presentation each presenter will deliver a ten-minute presentation. After all presentations have been heard the panel will debate the topics raised.
Chairman's Presentation:
Findings from the Fentress Global Challenge 2011: Airport of the Future
-
Curtis Fentress,
FAIA,
RIBA Principal-in-Charge of Design,
Fentress Architects
Panellists:
Passenger focused airport facilities and research findings on the sustainable technologies and practices should be employed by airports in future
-
Stewart Wingate,
CEO,
London Gatwick Airport
The airport of the future - A futurists perspective
-
Rohit Talwar,
Global Futurist, CEO and Founder,
Fast Future Research
Impacts of new technologies on the airport of the future
-
John Jarrell,
Head of Airport IT,
Amadeus IT Group S.A
15.45 - 16.30 - Coffee Break in the exhibition floor
16.30 – 17.30
Keynote Arena
Airport Future Planning Leaders Panel
Chairman:
-
Declan Collier,
CEO, London City Airport,
and President, ACI EUROPE
Each speaker will give a 15 minute presentation on a specific topic incorporating their approach to forward planning in terms of facilities, operations, technologies investment, staff retention, commercial development etc. before joining a discussion amongst the panel about lessons learned, and recommended strategies for air transport stakeholders forward planning.
Panellists:
Preparing and managing Heathrow for the London 2012 Olympics and Paralympic Games
Andy Garner,
London 2012 Readiness Director,
BAA
How will the New Doha International Airport achieve its goals of setting new standards in airport and airline efficiency, passenger convenience and service performance?
Patrick Muller,
Executive Vice President,
Doha International Airport
Swedavia's key environmental target is the reduction of swedavia's carbon dioxide emissions to zero by 2020 - can this be achieved?
Torborg Chetkovich,
Group CEO,
Swedavia AB
End of Day
Wednesday 28 November 2012
09.00 – 10.00
Keynote Arena
Keynote Addresses in main hall for all conference delegates
The "new normal" - challenges facing tomorrows airports
-
Michael Burns,
Corporate Finance Aviation leader,
PwC
How will Schiphol remain Europe's preferred airport in 2020 for airlines, passengers and stakeholders?
- Jos Nijhuis,
CEO,
Schiphol
10.00 – 10.45 - Coffee Break on the exhibition floor
Third Working Session
What are the technologies and collaborative efforts we should be investing in for the airport of 2020 to improve the passenger experience, and how do we bridge the gap between now and then?
The Chairman will deliver a presentation to set the scene. The session will then move to a panel discussion where the panellists will share their views.
Chairman's Opening Presentation:
The importance of Airport Community Recommended Information Services (ACRIS)
- Kees Jans,
CIO,
Schiphol Group
Panellists:
- Maarten Koopmans,
Vice President Passenger Services,
KLM Royal Dutch Airlines -
Catherine Mayer,
Vice President,
SITA -
Lena Rokaas,
COO,
Swedavia
Michael Tan,
CEO,
Bagdrop
12.15 – 13.30 - Networking Lunch in the exhibition floor
13.30 - 15.00
Joint session
Fourth Working Session
Improving the passenger experince through security and border control points
Joint session with the Security and Border Control Summit
High level panel discussion where each speaker will give their opinion and debate from their seat the following key industry topics:
- What do passengers want?
- Is risk-based selection for passenger screening deliverable?
- Check-point of the future … a bright future or an unrealistic dream?
- Body-scanners in the passenger process?
- What new passenger screening technologies are emerging?
- What are the passenger "tokens" that could ease processes: E-passports, NFC, smart phones, biometrics; all or a few?
- What are the schemes and methods to expedite facilitation at border crossings?
- How do we increase data exchange among partners?
Chairman:
- Bart Mos,
Corporate Security Officer,
Schiphol
Opening Presentation:
What passengers want and how they see security measures.
-
Edward Plaisted,
Chairman,
Skytrax
Panellists:
-
Marie-Caroline Laurent,
Assistant Director, Security & Travel Facilitation Europe,
IATA -
Lee Kair,
Regional Director – Europe /Africa /Middle East, Us Department of Homeland Security
Transportion Security Administration (TSA) 
Nanne Onland, Former Managing Director,
Dartagnan BV and Rappoteur of the ACI EUROPE Task Force on Border Control
* Invited
