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08:00

Registration, refreshments, and networking

09:00 – 09:05

Opening remarks by Great Minds Group

• Gbadebo Anifowoshe, Conference Director, Great Minds Group

09:05 – 09:15

Welcome remarks by the Conference Chair

Chairman

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

09:15 – 09:30

Analysing the evolving consumer behaviour to better serve the new-age passenger

• 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

Speaker

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

09:30 -  10:15

Panel discussion: Is tech-enabled passenger experience the future?

• 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

Panelists

• Andrew H.W. TAN, Director and Head, Airport Operations & Services Consultancy, Changi Airports International – Singapore
• Ibrahim Burak Kurt, Senior Vice President – Airport Passenger Service, Plaza Premium Group – The United Arab Emirates
• Michalis Senis, Digital Transformation Director, Munich International Airport – Germany
• Mohannad Salman AlSalmi, Chief Information Officer, Flyadeal – Saudi Arabia
• Engr. Rakan Alturki, Strategic Planning & Business Development Director, Ports Projects Management & Development Co (PPMDC) – Saudi Arabia

Moderator

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

10:15 - 10:35

Reducing the time of serving the passengers while enhancing their experience

• 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

Speaker

• Daniela Fantinati, Head of Quality Management & Customer Experience, Aeroportos Brasil Viracopos S.A – Brasil

10:35 – 10:50

Presentation: Adopting a customer-centric mindset to unlock value in a fragmented market

Speaker

• Richard Hill, Vice President Growth and Partnerships, EMEA and APA, CAVU – United Kingdom

10:50 – 11:10

Fireside Chat: Passenger segmentation and persona development

• 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

Speaker

• Sandra Cullen, Vice President Customer Experience and Training, Air Astana Group – Kazakhstan

Moderator

• Sheila Nazareth, Partner, Roland Berger Middle East – The United Arab Emirates

11:10 – 11:30

Case study: Boosting digital services and experiences

Speaker

• Ahmet ER, Customer Experience Deputy Manager, İGA Istanbul Airport
• Dilanur Çetinalp, Customer Experience Process Supervisor, İGA Istanbul Airport

11:30 – 12:00

Networking coffee break 

12:00 - 12:45

Panel discussion: Hyper personalisation- Customising services based on an individual’s persona and requirements

• 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?

Panelists

• Abdullah A. Bin Dakhil, Operations Planning & Performance Management Director, Riyadh Airports
• Marcelo Mota, Director of Operations & Chief Operation Officer, Aeroportos Brasil Viracopos S.A – Brasil
• Richard Hill, Vice President Growth and Partnerships, EMEA and APA, CAVU – United Kingdom

Moderator:

• Christopher Tebb, Regional Digital Lead – International Development, Mott MacDonald – The United Arab Emirates

12:45 – 13:00

Presentation: Reserved

Speaker

• Chris Amenechi, Co-founder and Chief Executive Officer, SeatCash Inc – United State of America

13:00 – 13:15

Presentation: Passenger experience, the data problem and AI-vision

Speaker

• Amir Neeman, Chief Executive Officer, ANC Group LLC – United State of America

13:15 -14:00

Panel discussion: Delivering an outstanding passenger convenience

• 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?

Panelists

• Altin Progonati, Head of Quality and Customer Experience, Ras Al Khaimah International Airport – The United Arab Emirates
• Rajesh Dogra, Chief Customer Exp and Ground Handling Officer, Air India Worldwide – Indian
• Dr. Sumith De Silva, Head of Marketing and Corporate Communications, Airport and Aviation Services (Private) Limited Amir Neeman, Chief Executive Officer, ANC Group LLC – United State of America

Moderator

• Sheila Nazareth, Partner, Roland Berger Middle East – The United Arab Emirates

14:00 – 14:05

Closing remarks by the Conference Chair

14:05

Networking luncheon and end of conference day one

08:30

Registration, refreshments, and networking 

09:00 – 09:10

Welcome note by the Conference Chair

Chairman

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

09:10 – 09:30

The role of airport design and planning in improving airport facilitation

• 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

Speaker

• Marcelo Mota, Director of Operations & Chief Operation Officer, Aeroportos Brasil Viracopos S.A – Brasil

09:30 – 10:15

Panel discussion: Managing large volumes of passengers during the peaks and seasonal traffic while maintaining the safety and security of both passengers and staff

• 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

• Abdullah A. Bin Dakhil, Operations Planning & Performance Management Director, Riyadh Airports
• Michalis Senis, Digital Transformation Director, Munich International Airport – Germany
• Rajesh Dogra, Chief Customer Experience and Ground Handling Officer, Air India Worldwide – Indian

Moderator

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

10:15 – 10:35

Identifying the technologies and processes that can enable swift and seamless passenger flow

• 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 – Türkiye

10:35 – 10:50

Presentation: Unlocking seamless travel: harnessing AI to enhance customer experience and optimize airport operations

Speaker

• Kanu Aravindakshan, Head of Airports, IBS Software – India

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

Fireside Chat: Making the inflight experiences enjoyable and memorable

• 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?

Speaker

• Sandra Cullen, Vice President Customer Experience and Training, Air Astana Group – Kazakhstan

Moderator

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

 11:25 – 12:00

Networking coffee break 

12:00 – 12:20

Customer-centric transformation to improve profitability

Speaker:

• Dr. Ibraheem Sheerah, Chief Transformation Officer, Saudi Airlines (Saudia) Holding – Saudi Arabia

12:20 – 13:05

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

Panelists

• Chamith Seneviratne, Customer Experience Manager, Air Canada – Canada
• Dr. Ibraheem Sheerah, Chief Transformation Officer, Saudi Airlines (Saudia) Holding – Saudi Arabia
• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

Moderator

• Hemali Shah, Managing Director, City One Tourism and Travel – The United Arab Emirates

13:05 – 13:20

Boosting ancillary revenue while advancing the travelling experience

• 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- Italy

13:20 – 14:00

Closing session: Scenario planning to prepare for the disruptions of future trends
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

• Levina Govender, Customer Services Manager, Hamad International Airport – Qatar
• Marcelo Mota, Director of Operations & Chief Operation Officer, Aeroportos Brasil Viracopos S.A – Brasil
• Navaid Ahsan, Head of Aviation Security Operations, Etihad Airways – The United Arab Emirates
• Dr. Sumith De Silva, Head of Marketing and Corporate Communications, Airport and Aviation Services (Private) Limited – Sri Lanka

Moderator

• Jerry Angrave, Customer & Passenger Experience Director, Empathyce – United Kingdom

14:00 – 14:15

Closing remarks by the Conference Chair

14:15

Networking luncheon and the end of conference