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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.
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.
the passenger journey easier, quicker and safer
ancillary revenue and scale gains
the right methods to automate passenger services and improve operational efficiency
opportunities to boost the digital experience through digitally enabling passenger journeys
ways to hyper-personalise services and offerings
ways to reduce the number of human interfaces and touchpoints
the requirements of various stakeholders efficiently to deliver a seamless passenger experience
travel more enjoyable and boost loyalty
Prince Mohammad Bin Abdulaziz International Airport – Saudi Arabia
İGA Istanbul Airport
Türkiye
Ras Al Khaimah International Airport
The United Arab Emirates
Milan Airport
Italy
Qantas Airways Limited
Australia
Mott MacDonald
United Kingdom
İGA Istanbul Airport
Türkiye
Favori Airports
Türkiye
empathayce
United Kingdom
İGA Istanbul Airport
Türkiye
Munich International Airport
Germany
Flyadeal
Saudi Arabia
Air Astana Group
Kazakhstan
Etihad Airways
The United Arab Emirates
Airport and Aviation Services (Sri Lanka) (Private) Limited
Sri Lanka
Istanbul Grand Airport
Joint Q&A with the three presenters
Joint Q&A with the three presenters
from regional and international airports on their recent development and future expansion plans
with different stakeholders who are catering to the same passenger
technologies that would bring a positive impact on the operational efficiency
case studies and learn from implementation from peers from other cities and countries
the customer behavioural and market trends
in the ‘technology innovation showcase’ session which highlight key innovations and solutions enhancing the operational efficiency and passenger
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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.
Sumith De Silva is an experienced corporate strategist and marketer with over 16 years of experience. He currently serves as the Head of Marketing and Corporate Communications at Airport and Aviation Services (Sri Lanka) (Private) Limited, overseeing four international airports. He holds a Ph.D. in Business Management and Marketing, as well as an MBA in Marketing and a B.Sc. (Mgt.) degree.
Sumith is also a certified Practicing Marketer and Certified Professional Marketer (Asia). He is a member of various professional organizations, including the Sri Lanka Institute of Marketing and the Academy for Global Business Advancement. Sumith has served as a visiting faculty member for leading MBA, MSc, and bachelor’s degree programs, helping thousands of students, employees, business professionals, and entrepreneurs to develop through training, education, and coaching in Sri Lanka.
Melik Şengül is an ambitious technology developer in the aviation industry, focused on offering passengers high-end, innovative and effective solutions. The objectives he pursues in his current position involve continuous development of new projects to improve passengers’ digital journey.
He manages relations with various partners such as development teams, start-ups and large-scale companies to ensure better experience and increased efficiency for all parties involved.
Altin Progonati was born in Albania and have since pursued his education in various countries, including Turkey, USA, UK, and France. With 25 years of professional experience in the aviation industry, he initially studied at the Air Force Academy where he graduated as both a fighter pilot and industrial engineer. After serving as a Wing commander in the Air Force, he transitioned to civilian aviation as a pilot for Albanian airlines, Star Airways, before moving into airport management roles as an operation manager, safety manager, compliance manager, ground handling manager, quality postholder, COO, and ultimately CEO. Altin is married with three children and holds numerous certifications, including a master’s degree in Advanced Aviation Safety. In addition to his native Albanian, he is proficient in Italian, Turkish, and English.digitalized
Carmen Peraita Sanz is a Consultant Director at Mott MacDonald. She has spent much of her career client side in senior leadership roles, designing and leading transformation programmes in transportation. She spent 16 years in Aena, the major airport operator in the World, in different roles. Carmen was involved in the ORAT process of Istanbul Airport and spent two years as the Programme Manager for Systems and Information working for the Elizabeth Line (first digital railway), where she implemented an enterprise architecture approach to help the organisation move from construction to the operational environment. Carmen currently leads globally in Mott MacDonald ‘Enterprise and Digital Integration Services’. This is a global suite of advisory services which support our clients in transforming their organisations to enable integrated, fully digitalised approach to their asset lifecycle. With the customer at the heart, these services allow the clients to align their vision to processes, people, information and technology and adapt to the rapidly changing external and internal context.
Jerry Angrave is founder of Empathyce, a specialist Customer and Passenger Experience consultancy. Jerry is UK based and works with companies around the world including those in aviation, travel and hospitality.
The nature of his work is around building and managing effective customer experience programs from a cultural, strategic and operational perspective. He aims to provide clarity, structure and direction for those driving their CX agenda.
He is a member of the Accessibility Advisory Group at London Heathrow Airport, a member of the British Aviation Group and a Certified Customer Experience Professional. Jerry is author of “The Journey Mapping Playbook”, co-chair of the UK networking group for the global Customer Experience Professional’s Association and a judge of the CX World Series awards.
Michail is a highly competent, dedicated, result driven, enthusiastic professional with 23 years of corporate experience in delivering multimillion, international and state-of-the-art large scale Technological Programs which have been positively impacting the company’s operational effectiveness and corporate image as well as passenger´s experience.
He is an ICT senior consultant with a strong technical and business airport background, having worked in Aviation for ICT projects relating to operations, ORAT, master planning, construction, design, due diligence, Business Continuity Management and acquisition transformation. Michail managed or supported the Greenfield airport or airport’s terminal ICT systems openings of the following international airports: Athens, Tirana, Amman, Warsaw, Budapest and Cairo.
Antonio is an executive with over 15 years of experience in product management, user experience, digital transformation, and customer service. As Chief Product and Customer Experience Officer of Qantas Loyalty, he oversees the entire suite of Loyalty propositions which spans travel, financial services, and retail verticals. Antonio is responsible for the product organization and the digital and contact centre channels. With a proven track record in transforming organizations into customer-centric businesses, he has served in key leadership roles at the Boston Consulting Group, Telstra, and ING Bank. Alongside his corporate career, Antonio funded a mobile SaaS startup in Australia and an e-commerce business in Brazil.
Antonio holds an MBA from IE Business School and an MS in Computer Science from Uppsala University.
Jerry Angrave is founder of Empathyce, a specialist Customer and Passenger Experience consultancy. Jerry is UK based and works with companies around the world including those in aviation, travel and hospitality.
The nature of his work is around building and managing effective customer experience programs from a cultural, strategic and operational perspective. He aims to provide clarity, structure and direction for those driving their CX agenda.
He is a member of the Accessibility Advisory Group at London Heathrow Airport, a member of the British Aviation Group and a Certified Customer Experience Professional. Jerry is author of “The Journey Mapping Playbook”, co-chair of the UK networking group for the global Customer Experience Professional’s Association and a judge of the CX World Series awards.
Melik Şengül is a technology developer in the aviation industry, focused on offering passengers high-end, innovative and effective solutions. The objectives he pursues in his current position involve continuous development of new projects to improve passengers’ digital journey.
He manages relations with various partners such as development teams, start-ups and large-scale companies to ensure better experience and increased efficiency for all parties involved.
Sumith De Silva is an experienced corporate strategist and marketer with over 16 years of experience. He currently serves as the Head of Marketing and Corporate Communications at Airport and Aviation Services (Sri Lanka) (Private) Limited, overseeing four international airports. He holds a Ph.D. in Business Management and Marketing, as well as an MBA in Marketing and a B.Sc. (Mgt.) degree.
Sumith is also a certified Practicing Marketer and Certified Professional Marketer (Asia). He is a member of various professional organizations, including the Sri Lanka Institute of Marketing and the Academy for Global Business Advancement. Sumith has served as a visiting faculty member for leading MBA, MSc, and bachelor’s degree programs, helping thousands of students, employees, business professionals, and entrepreneurs to develop through training, education, and coaching in Sri Lanka.