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Enhancing passenger service delivery and overall operational efficiency
- 14 – 15 June 2023
- Dubai, UAE
Supporting Partners
Data Analysis
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AI Solutions
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Data Security
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Market Overview
The global travel industry is seeing a huge surge in the number of passengers, fueled by people’s increased hunger for travel post the removal of COVID-19-related restrictions. The surge has been testing the capabilities of the facilities services and innovative measures. In addition, passengers’ behaviour and preferences have been rapidly evolving and not adopting these changes will leave the service providers behind.
Passengers now are more sophisticated, tech-savvy, and always connected. As time becomes the most valuable commodity, air travelers not only aim to reduce the time spent at the airport and demand quick service, but also require a variety of other services across the entire duration of travel. The civil aviation industry is currently upgrading their services to not only cater to the evolving set of passenger requirements and expectations but also to improve the efficiencies of the infrastructures, people, and processes. Airports and airlines are either increasing the number of services they are offering or innovating their existing services to be more efficient. Catering to the new age passenger is becoming a reality with the rapid evolution of technologies.
Airlines spend over 6% of their revenue on IT representing about $31bn in absolute spend, while airports spend around similar proportions of their revenue on IT representing about $5bn in total spend. According to the Airports Council International, (ACI) the world’s airports are expected to see nearly $2.4 trillion of investment to develop their infrastructure, including the use of advanced technologies and expansions by 2040. Countries in the Middle East alone will need to spend around $151 billion to complete the expansion and modernisation projects for their airports.
Event Overview
The civil aviation industry is seeing a major transformation in digitalising and automating passenger services to improve ease of use and decrease processing time while keeping safety at the forefront. The market has a huge number of technologies that provide self-service, contactless services, passenger identity management, advanced airport operations management, passenger flow and queue management, and several use-cases of AI and data analytics that contribute to an enhanced experience making it hard to identify the ones that fit best the company’s needs.
The Great Minds Event Management is organising the World Passenger Experience Forum to bring all the stakeholders together to discuss the evolving passenger behaviours, collection of data and its usage to deliver hyper-personal services required to treat each passenger as an individual by integrating the physical, digital and emotional experiences. The forum will also discuss various technological advancements, use cases and process improvements that reduce the number of touchpoints and convert them into contactless services to ensure time efficiency and make the passenger’s journey more pleasurable while gaining their loyalty.
The forum is hosted in Dubai, one of the leading air travel hubs. Being one of the busiest airports, the host city’s airports forecast 77.8 million passengers in 2023 and about 93.3 million in 2025. The region hosts four of the world’s top 10 airports and three of the top 10 airlines globally, making civil aviation in the region highly competitive and reemphasising the role of passenger experience as a key differentiator.
Event In Numbers
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Decision Makers
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Speakers
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Countries Represented
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Panel Discussions
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Fireside Chats
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Case Studies and Technical Presentations
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Media Partners
Forum’s Key Takeaways
Make
the passenger journey easier, quicker and safer
Improve
ancillary revenue and scale gains
Discover
the right methods to automate passenger services and improve operational efficiency
Explore
opportunities to boost the digital experience through digitally enabling passenger journeys
Learn
ways to hyper-personalise services and offerings
Identify
ways to reduce the number of human interfaces and touchpoints
Manage
the requirements of various stakeholders efficiently to deliver a seamless passenger experience
Make
travel more enjoyable and boost loyalty
Expert Panel
Dr. Ahmed S.Sharqawi
Deputy Managing Director
Prince Mohammad Bin Abdulaziz International Airport – Saudi Arabia
Ahmet ER
Customer Experience Deputy Manager
İGA Istanbul Airport
Türkiye
Altin Progonati
Head of Quality and Customer Experience
Ras Al Khaimah International Airport
The United Arab Emirates
Arrigo Santini
Head of Digital,
SEA Milano Aeroporti
Milan Airport
Italy
Antonio Addario
Chief Product & Customer Experience Officer, Officer
Qantas Airways Limited
Australia
Carmen Peraita Sanz
Global Leader Enterprise and Digital Integration Services
Mott MacDonald
United Kingdom
Dilanur Çetinalp
Customer Experience Process Supervisor
İGA Istanbul Airport
Türkiye
Goksu Guney
Chief Operating Officer
Favori Airports
Türkiye
Jerry Angrave
Customer & Passenger Experience Director
empathayce
United Kingdom
Melik Said Şengül
Digital Business Development Chief
İGA Istanbul Airport
Türkiye
Michalis Senis
Airport ICT Master Plan Design
Munich International Airport
Germany
Mohannad Salman AlSalmi
Chief Information Officer
Flyadeal
Saudi Arabia
Sandra Cullen
Vice President Customer Experience and Training
Air Astana Group
Kazakhstan
Navaid Ahsan
Head of Aviation Security Operations
Etihad Airways
The United Arab Emirates
Dr. Sumith De Silva
Head of Marketing & Corporate Communications
Airport and Aviation Services (Sri Lanka) (Private) Limited
Sri Lanka
Melik Said Şengül
Digital Business Development Chief
Istanbul Grand Airport
Conference Agenda
08:00
Registration, refreshments, and networking
09:00 – 09:05
Opening remarks by Great Minds Group
09:05 – 09:10
Welcome remarks by the Conference Chair
09:15 – 09:30
- Understanding the requirements and expectations of passengers as the passenger spectrum widens
- Improving the collaboration and passenger information sharing between entities to enable the right decision making
- Providing beyond basic services, and catering to the evolving requirements
- Identifying the right auxiliary services for your passenger
09:30 - 10:15
- Enhancing the human experience by empowering the front-line staff with accurate real-time information to provide prompt and relevant support and services
- Are customers moving away from human experience to digital experience?
- How can digital experiences and human experiences from various stakeholders make it into a single seamless experience?
- Identifying the right technological solutions that can be embedded into the customer journey map
Panelist:
- Mohannad Salman AlSalmi, Chief Information Officer, Flyadeal - Saudi Arabia
Panelists
- Andrew Dale, Head of Restructuring Syndications, The Saudi British Bank, Saudi Arabia
- Matthew Wilde, Senior Managing Director, Teneo, U.A.E.
10:15 - 10:35
- Managing passenger growth without expanding the physical infrastructure
- Redesigning the customer journey by identifying opportunities for improving efficiencies
- Reducing the number of touchpoints at airport terminals
- Rethinking the functionality of each touchpoint to improve efficiency
10:35 – 10:50
Presentation reserved for a solution provider
10:50 - 11:10
- Unlocking the hidden value in the passenger information
- Redefining and segmenting personas based on sensitivities such as time, price, health, culture, etc.
- Profiling and recognising passengers to provide unique services and experience
- Improving the collaboration between airports and airlines on passenger data sharing and learning more about their passengers
11:10 - 11:30
Case study: Boosting digital services and experiences
Speakers:
- Ahmet ER, Customer Experience Chief, İGA Istanbul Airport
- Dilanur Çetinalp, Customer Experience Process Supervisor, İGA Istanbul Airport
11:30 - 12:00
Networking coffee break
12:00 - 12:45
- How can you hyper-personalize services and offerings to serve your passengers with their specific needs?
- Understanding the passengers better and tailor-making products for them where possible
- Leveraging digital technology to boost personalization
- Filling communication gaps amongst the frontline staff
- Changing the normal experiences and making them relevant to the passenger
- Improving ancillary revenue by customising offers on under-utilised services based on data
- How much is too much of customising and what are its downsides?
Moderator:
- Carmen Peraita Sanz, Global Leader Enterprise and Digital Integration Services, Mott MacDonald
12:45 - 13:15
This session will highlight the latest technologies that boost operational efficiency, reduce time to serve passengers and boost the digital experience. The session consists of 10-minute back-to-back presentations from experts in the industry who will provide insights and case studies on the successful application of a variety of advanced passenger experience innovations such as:
- Automated passenger services
- Self-service
- Touchless and low-touch technologies
- Airport control systems
- Barrier-free solutions for a non-stop passenger flow
- Passenger flow and queue management
- Industry insight 1
- Industry insight 2
- Industry insight 3
Joint Q&A with the three presenters
13:15 -14:00
- Implementing integrated access solutions for efficient and smooth passenger flow
- Enabling digital access to decrease process times
- Reducing the number of touchpoints while travelling through various zones
- Looking at the latest updates in services such as F&B and catering, retail, lounges, resting areas, boarding area, meeting rooms, and silent rooms?
14:00 – 14:15
Presentation reserved for a solution provider
14:15 – 14:30
- Complying with regional and international data sharing and privacy laws
- Identifying where to start and trialing a pilot project
- Making airport wide deployment a possibility for a seamless experience
- Building a secure digital identity management to automate verifications, barrier control, etc to provide a contactless experience
14:30 – 14:35
Closing remarks by the Conference Chair
14:35
Networking luncheon and end of conference day one
08:30
Registration, refreshments, and networking
09:00 – 09:10
Welcome note by the Conference Chair
09:10 – 09:30
- Designing an airport for smart passengers
- Reducing the time required for passengers to be at the airport
- Designing layouts that improve connectivity
- Effective marketing and media planning within the airport
- Planning F&B and retail based on the passenger routes
- Using technologies, such as digital twins, to improve planning, layout design and maintenance
- Considerations during retrofitting, renovation, re-planning and re-designing
09:30 – 10:15
- How can you maintain passenger satisfaction while providing faster services?
- Data sharing and ensuring transparency amongst various entities within an airport when planning and forecasting the facility requirements
- Effective and efficient management of passenger flow and queue across checkpoints
- Accelerating the routes to and from the aircraft
- How can you serve passengers during busy periods with the same quality of the non-busy periods?
Panelists
- Airport
- Airline
- Ground Handler
- Airport service provider
10:15 – 10:35
- Evaluating the most suitable self-service for your passengers and existing physical and digital infrastructure
- Shortening processes to accelerate passenger flow
- Exploring the available barrier-free solutions for a non-stop passenger flow
- Efficient traffic management with improved convenience and safety
- Overcoming the challenges of automated systems integration
Speakers:
- Melik Said Şengül, Digital Business Development Chief, Istanbul Grand Airport
10:35 – 10:50
Presentation reserved for solution provider
10:50 – 11:05
Managing the requirements of various stakeholders efficiently to deliver a seamless passenger experience
Speaker:
- Navaid Ahsan, Head of Aviation Security Operations, Etihad Airways - The United Arab Emirates
11:05 – 11:25
- Overview of the importance of continuous and ongoing product development
- Enhancement of hard and soft products of different classes
- What are the latest trends and solutions in in-flight entertainment?
- Making high-speed connectivity a reality and enabling options such as streaming your own device
- Adopting F&B personalisation, ensuring the right food is delivered to the right flyer, and providing dine-anytime options
- How do we make long-haul and transit flights pleasurable?
11:25 – 11:55
Networking coffee break
11:55 – 12:15
- Looking at the lifetime value of a customer
- How can you win repeat and long-term business while the interactions with customers are sporadic?
- How can you track the passenger’s emotional experience from previous travels?
- What encompasses a successful and value-driven loyalty program?
- Converting passengers from just a customer to your brand ambassadors
Speaker:
- Antonio Addario, Chief Product & CX Officer, Qantas Airways Limited
12:15 – 12:55
This session will highlight the latest technologies that boost operational efficiency, reduce time to serve passengers and boost the digital experience. The session consists of 10-minute back-to-back presentations from experts in the industry who will provide insights and case studies on the successful application of a variety of advanced passenger experience innovations such as:
- Automated passenger services
- Self-service
- Touchless and low-touch technologies
- Airport control systems
- Barrier-free solutions for a non-stop passenger flow
- Passenger flow and queue management
- Industry insight 1
- Industry insight 2
- Industry insight 3
Joint Q&A with the three presenters
12:55 – 13:40
Panel discussion: Innovating in-flight design and technology to achieve a unique customer experience
- Looking at how airlines are evolving their interior to meet the changing needs and preferences of passengers
- Role of interior manufacturers in creating innovative and functional flight interiors
- Selecting the right technology to provide a memorable customer experience
- Reducing the complexity of seat design to achieve a reduced part count
13:40 – 13:55
- How can you capitalize on the passenger’s growing spend at every step of the customer journey?
- Improving offerings and providing more choices for passengers to create new and enhanced revenue streams
- Boosting the user experience (UX) and user interface (UI) to increase sales and upselling
- Identifying what the passenger wants and the right set of ancillary products that can be introduced at various steps and touchpoints
- Tapping into targeted marketing opportunities to increase revenue
Speaker:
- Arrigo Santini, Head of Digital, SEA Milano Aeroporti - di Milano
13:55 – 14:20
This session will discuss and bring out various viewpoints and perspectives of current and future trends such as:
- Airport 4.0
- Single token journey
- Impact of AI and automation’s revolution on the workforce
- Sustainability and passenger satisfaction
- Cyber security and passenger data control
Panelists:
- Dr. Sumith De Silva, Head of Marketing and Corporate Communications, Airport and Aviation Services (Sri Lanka) (Private) Limited
14:20 – 14:25
Closing remarks by the Conference Chair
14:25
Networking luncheon and the end of conference
Why Attend?
01.
HEAR
from regional and international airports on their recent development and future expansion plans
02.
Collaborate
with different stakeholders who are catering to the same passenger
03.
Cherry-pick
technologies that would bring a positive impact on the operational efficiency
04.
Explore
case studies and learn from implementation from peers from other cities and countries
05.
Understand
the customer behavioural and market trends
06.
Participate
in the ‘technology innovation showcase’ session which highlight key innovations and solutions enhancing the operational efficiency and passenger
Who Will Attend?
- Airports
- Airlines
- Ground Handlers
- Airport Planning and Design Firms
- Facility Management & Maintenance
- Border Control and Immigration
- Customs
- Airport Service Providers
- Aviation Authorities
- International Regulators
- Duty-Free and Retail
Frame the Problem
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Collect the Data
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Process the Data
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Who Should Partner and Exhibit?
Organisations offering solutions that contribute to improving ease of use, reducing passenger journey time and touchpoints, and boosting passengers’ digital experience. To explore partnership opportunities, please contact us on partnerships@gmevents.ae.
Media Partners
