Speaker List 2017

Synopsis: Abu Dhabi Airport has launched a faster, hassle-free way to travel. It is a simple five-step process that leads passengers straight to the gate, with less time spent in queues and more time to travel smoothly through Abu Dhabi Airport, at the passengers' own pace.

Synopsis: The passenger personas approach aims to support airports in developing a deeper understanding of the needs of travellers, which is an important factor in raising revenues. Airports tend to focus a lot on passenger demographics or the type of travel in order to understand what types of travellers they are serving. This information is just a small part of the picture. ACI has developed six passenger personas, which represent key traveller profiles and allow airports to strategically create different customer experiences to meet the needs of each group.

Synopsis: The presentation will outline the types of IT services provided within an airport and how they are being driven commercially considering IT as a profit centre and not a cost centre. It will also discuss how this approach can bring consistency to all airlines that operate from the airport and how these services can cater to their requirements.

Synopsis: The vulnerability of an airport's landside to a terrorist attack is well known and sadly exploited, most recently in Istanbul and Brussels. A holistic and risk-based approach to landside security coupled with involving security in all landside developments – even those developments without obvious security scope – provides a range of benefits beyond security, including commercial, future-proofing and passenger experience.

Synopsis: Adelaide Airport Limited leases and operates Adelaide Airport, located 7km from the city centre, adjacent to residential areas. The airport has already been recognised globally for developing Australia's first true common-use terminal and an integrated front-of-house solution, and was ranked 9th Best International Airport in 2016. The current vision and long-term planning concepts take this to the next level, enhancing the gateway to South Australia, one of Lonely Planet's Top 10 Regions to Visit in 2017.

Synopsis: The presentation will explore what innovative ideas for airport design can be found by looking at other industries' practices, both in technological solutions and in the approach to problem solving.

Synopsis: Most experts consider that one of the major constraints to traffic growth is the capacity of airports to accommodate the resulting demand in their facilities. Although this can be tackled through the construction of huge new airports in developing countries, what kinds of solutions to increase capacity can be proposed when land is not available for additional facilities? Various strategies will be presented and illustrated by examples of tailored solutions proposed by ADPI for its clients all over the world.

Synopsis: Rome-Fiumicino Airport recently launched its new terminal extension, which will enhance the overall level of service, and supply FCO South with an additional 130,000m2 terminal area and +6 million pax capacity. In the new building, ADR will create a departure lounge with 13,000m2 of retail, food and beverage, VIP lounge, etc. The new building also includes A+ class monitoring and remote control of technological devices. Masterplan implementation includes completion of apron, taxiway, pier (with LEED Gold certification) and real estate infrastructure to achieve 60 million pax capacity. The airport extension will include construction of a new terminal, to be realised in two phases.​

Synopsis: The presentation will cover the new and exciting concept of inline runways. This concept was considered by the UK Government as a possible option for Heathrow. The background will be explained along with how they work, safety considerations, impacts on local communities, the advantages and which airports could benefit from this type of innovation.

Synopsis: The Directorate General of Civil Aviation in Kuwait seeks to construct and commission a separate Support Passenger Terminal, aimed at providing an additional handling capacity to support T1 until T2 is operating. Cengiz and AECOM are helping Kuwait achieve the goal and improve transportation through this facility. The challenge of this multidisciplinary project is the tight schedule. The airport and its facilities will be operational in November 2017, which allows only 15 months of intense development. The presentation displays the design and construction features to achieve the milestones while developing smart, innovative, cost-effective solutions.

Synopsis: China’s mandate to rapidly expand its aviation sector creates extensive opportunities for consultants and suppliers. Focusing on the initial stages of competitions for new terminals and concourses, Max will analyse recent and past successful airport submissions, looking for commonality and themes to create winning strategies. What does Chinese aviation want, and what does Chinese aviation need? How do the prevalent new emergent design trends in global aviation translate to the Chinese aviation market? Practicality, sense of place, drama and function all play their part in creating appropriate designs for the future of Chinese aviation.

Synopsis: A-CDM milestones are insufficient to monitor all activities from different processes involved in the turnaround. INTERACTION is a FP7 project where one of the developed solutions is a centralised turnaround information management platform, focused on integrating information from different airport processes (aircraft, passenger and baggage), which will increase information sharing between all involved stakeholders, providing an improvement in common situational awareness, increasing the predictability of airport operations in real time and helping airlines and airport operations take better decisions when one task steps out of schedule.

Synopsis: The presentation will discuss the validation of SESAR’s airport operations centre (APOC) in MAD. The gaming exercise tested an interactive performance dashboard and decision-making support tools, such as a 'what-if' tool. The exercise confirmed the critical importance of airport collaborative management covering the aircraft and passenger processes.

Synopsis: In a busy environment like the European ATM network, a lot of effort is being put into improving current ATM capacity and efficiency. One of the concepts being developed to improve efficiency is the Arrival Manager (AMAN). The AMAN uses a tactical approach, but at the end of the day what really matters to our customers is how efficient they have been in economic terms. We propose a business collaborative approach to solve DCB imbalances and reduce cost to the airport stakeholder. When a DCB problem is detected at an airport (such as reduced capacity caused by weather or an over delivery during a relatively short period), current ATFM measures applied to solve the DCB problem do not take into account the impact in the aircraft next leg – they are purely tactical measures that do not take into account the business needs of airlines. The same approach is used by the AMAN. In the presentation we will show how a business approach can be implemented to solve airport arrivals DCB problems combining the TTA (target time of arrival) with the airport stakeholder business needs to improve the overall cost impact for airlines and airport stakeholders.

Synopsis: In a busy environment like the European ATM network, a lot of effort is being put into improving current ATM capacity and efficiency. One of the concepts being developed to improve efficiency is the Arrival Manager (AMAN). The AMAN uses a tactical approach, but at the end of the day what really matters to our customers is how efficient they have been in economic terms. We propose a business collaborative approach to solve DCB imbalances and reduce cost to the airport stakeholder. When a DCB problem is detected at an airport (such as reduced capacity caused by weather or an over delivery during a relatively short period), current ATFM measures applied to solve the DCB problem do not take into account the impact in the aircraft next leg – they are purely tactical measures that do not take into account the business needs of airlines. The same approach is used by the AMAN. In the presentation we will show how a business approach can be implemented to solve airport arrivals DCB problems combining the TTA (target time of arrival) with the airport stakeholder business needs to improve the overall cost impact for airlines and airport stakeholders.

Synopsis: Today more than ever, airports must continue to drive up non-aeronautical revenues to counter the almost universal decline in aviation revenues across the industry. The need for passengers to guarantee a parking space at the airport in advance is driving opportunities to engage with passengers before they arrive at the airport and to increase the average spend per passenger through cross-selling and up-selling. This can now be not just yield management of parking, but strategic upgrades, add-on ancillaries at the origin airport and even products sold in advance at the destination airport.

Synopsis: In the past few years, the energy-saving approach has become one of the main drivers for a long-term airport development strategy. If sustainability reasons were not enough to spin this subject, the need to reduce OPEX now plays a stronger role in understanding how energy-saving solutions may allow the achievement of this target. Aeroporti Di Roma is working alongside DEERNS on the following: energy audits, energy consumptions analysis and buildings dynamic simulations, energy optimisation studies and proposals, energy-saving solutions preliminary design, technical guidelines and preparation of main systems datasheets.

Synopsis: Viracopos Airport in Brazil operates the country’s largest cargo terminal, and is also the #1 airport in imports volume, with an impressive 41% market share in all Brazilian air cargo and 9% participation in the total volume of all cargo modals processed in the country. After having been transferred to the private sector, it started the Cargo Business Efficiency Improvement Program, aiming at sustained growth, revenues and better client services, with investments in business process reengineering, technology, human capital, infrastructure and management systems. The presentation presents the programme's challenges, best practices, positive and negative results and lessons learned.

Synopsis: Robotics is now enabling big improvements in many areas. Regarding valet parking robots, it is being further enhanced by huge advances in self-driving car technologies. Entirely automated car parks are thus becoming possible both indoors and outdoors, at a much more affordable price. Deployments in very large facilities will soon be a reality. While considerably increasing the number of parked vehicles in a given area (+50%), these solutions also offer airports a spectacular improvement of the passenger experience. Discover how robots make the parking experience literally disappear!

Synopsis: Airports today have access to multiple channels to evaluate the satisfaction of their passengers. From the traditional paper-based fieldwork survey, to feedback kiosks and the online monitoring of complaints and praise on social networks, airport operators have never had so many options at hand. However, although these tools generate a lot of useful data and analytics, before deploying them it is important to consider the exact usage that will be made of the new output. This will limit the risk of swimming in data with its usual consequences: imprecise interpretation and perilous comparisons between different channels.

Synopsis: The presentation will introduce an asset management model that we have applied to the Montréal-Trudeau Airport in a risk management programme and considering the financial capabilities of the organisation. It will be a hands-on presentation covering major issues of asset management, asset lifecycle, maintenance cost and capability, and decision-making tools.

Synopsis: What are the key elements of sustainable asset management? How can sustainable asset management improve financial and environmental performance? What is the business case justification for sustainable asset management? How can sustainable asset management be linked to capital development programmes? What data metrics and analytics should be used to improve energy efficiency?

Synopsis: The Paris/CDG airport site is 2,300ha. Two-hundred-thousand people are on the move every day within the airport, mostly by road. What could be imagined to improve the mobility in the future as an alternative to cars and buses? Dominique Chavanne will show a panel of possible solutions.

Synopsis: The presentation will offer a general view of ADP main projects through architecture and project management issues.

Synopsis: ADP Group used its expertise in operations to integrate and propose a unique platform of innovative projects. This presentation offers an overview of projects dedicated to airport operations, among them: VASCO, a mobile application deployed in terminals for operational staff gathering operational and customer satisfaction KPI, in an ergonomic display; Egidium, which allowed a big improvement to pilot the new control room of Paris-Orly Airport thanks to 3D and CCTV technologies; experiments with predictive algorithms and solutions for simulations and staff training. Feedback from end users shows that gains have been made in operations, capacities and commercial revenues.

Synopsis: We will discuss the benefits of how airline and airport PRM training not only benefits the customer (PRM) but also airline and airport staff. We will focus on how the PRM charges at airports should be used to focus on effective recurrent training that includes soft skills to educate the airport and airline employee to know what type of assistance is necessary for the PRMs and how to effectively deliver the service. Soft-skills PRM training increases efficiency to include: cost savings/more service with fewer staff; cost savings/reduce the potential of government fines; increased revenue/better customer service to the PRMs; increased revenue/business for airport/ airlines.

Synopsis: As online shopping becomes popular and convenient, airports will have to revisit the retail model in this digital era. Instead of being a channel purely for transactions, airports have to entice passengers with much more inspiring experiences and hassle-free shopping. At the same time, the role of the airport retail team will have to evolve in order to add value to both passengers and retail partners in this omni-retail world.

Synopsis: Many airports are challenged to deliver a commercial mix that appeals to local and international passenger groups. Understanding that different passenger groups spend and behave differently, in F&B and in retail, we discuss how active an airport can be in crafting and delivering the offer, both physically and digitally.

Synopsis: The recently completed Midfield Concourse (MFC) at Hong Kong International Airport (HKIA) is an exemplar of sustainable concourse design, exhibiting HKIA’s commitment to becoming a world-leading green airport. The 105,000m2, five-level concourse incorporates 20 new parking stands and will increase passenger handling capacity by at least 10 million passengers per year. This talk will describe how the early integration of sustainable design principles from project outset, including passive design strategies and low-energy active design techniques, was employed to deliver a sustainable, high-performance concourse with a comfortable passenger experience.

Synopsis: The Airport Authority and the Municipality of Guayaquil have concluded that the long-term aviation needs of the community, region and Ecuador will best be met with a new international airport in the Daular region. The presentation will focus on the approach, challenges and lessons learned during the planning, programme definition and concession support phases of the project.

Synopsis: Regional airports can face significant capacity issues when external events like several matches of the Euro 2016 football championship are planned to take place near the airport, bringing additional flights and passenger flows on an ad-hoc basis. Together with a regional airport and with Airport Research Centre, Eurocontrol has supported the planning of such events through fast time simulations based on a detailed calibrated landside and airside airport model of the airport. This activity aimed at testing the accuracy of predictions made through fast time simulations in the APOC context.

Synopsis: In partnership with British Airways, AirPortr now offers a service that brings the airport bag drop experience to your doorstep. Participating customers can take advantage of massive time savings on their departure day, better utilise public transportation and breeze through the airport security ready and luggage-free. The next time they see their suitcase will be on the baggage carousel at their destination. How does it work? Why hasn’t this been done before? How were approvals granted and are there incremental security benefits to this method of processing?

Synopsis: The tourism and aviation industries complement each other. A global tourist’s travel experience invariably starts and ends with transportation to and from an airport. Although aviation has revolutionised world tourism by reducing travel hours and maximising comfort, a tourist remains dependent on other transport modes to reach the intended destination(s). Today’s airports provide transit passengers with a pleasurable experience during the course their airport stay, but this needs to be complemented by an equally pleasurable experience when reaching or leaving the airport. Seamless connectivity with an efficient and reliable multimodal transportation system is the need of the hour.

Synopsis: Minneapolis-St. Paul International Airport is an international leader in passenger satisfaction and convenience, but MSP leadership is determined to go further, especially in terms of accommodating special-needs passengers. The airport is embarking on multi-year remodel efforts, and one aspirational element of those efforts is to become the most 'accessible' airport in the world. MSP’s Phil Burke and Alliiance’s Eric Peterson will discuss the importance and potential of addressing special needs, physical accommodation and the needs of an ageing public. Goals and strategies will be presented focusing on MSP, and examples from across the industry and beyond.

Synopsis: The presentation will review the history of American Airlines, and discuss the construction capital programmes the company currently has and will have at hubs.

Synopsis: See how a collaborative platform enables the contribution of multiple roles and stakeholders to passenger flow management and passenger experience at Helsinki Airport. The shown solution provides the latest planning scenarios and resource plans to all parties involved. This means the best possible preparation towards the day of operation. The handover to operations means OPS always working based on actual scenarios and layouts, having the latest parameters and KPIs in the system and being able to react more quickly to changes. Using predictive analytics during operations enables proactive work, improving decision making towards eliminating disruptive situations up front before they occur.

Synopsis: The presentation will offer more information about the commercial journey of Schiphol passengers and how we, together with our business partners, use a multi/omni-channel strategy to increase our sales and raise our passenger experience. Always want to know what the best ways are to achieve more with an airport shopping brand? Let's see if our experiences with See Buy Fly will inspire you!

Synopsis: Many airports are challenged to deliver a commercial mix that appeals to local and international passenger groups. Understanding that different passenger groups spend and behave differently, in F&B and in retail, we discuss how active an airport can be in crafting and delivering the offer, both physically and digitally.

Synopsis: Emission-free aircraft power supply

Synopsis: Only at Schiphol: how a 100-year-old airport remains at the forefront of commercial passenger experience. As one of the world’s oldest airports, Amsterdam Airport Schiphol has operated from the same terminal complex for the past 50 years. Thorough understanding of passenger profiles and needs, and the strengths and weaknesses in our terminal, form the basis for Schiphol’s commercial developments. In this presentation we’ll guide you through the building blocks of the unique Schiphol passenger experience: present and future; digital and analogue.

Synopsis: Changes in aviation security standards by regulators such as US TSA, ICAO and ECAC are emerging that will have profound impacts on the economics and operation of airports worldwide. But many airlines and airport executives have a limited understanding of the different ways these regulations could unfold, or how new and existing aviation security technologies could either support – or hinder – airport and airline success. Each airport is unique and there is no one technology that fits every airport. This vendor/technology-neutral presentation will examine how airport security, business and regulatory concerns can affect technology choices that will become available in the next few years.

Synopsis: Brexit negotiations will begin shortly. Whatever will be the deal, air transport is entering a period of uncertainty: UK air traffic may shrink. UK air carriers could lose the benefits from the freedoms of the sky, etc. What about airports in the EU? We will highlight the various consequences, and analyse the way airports may be impacted (hubs, regional and local ones). But at a larger scale, we will also see that territories may suffer (tourism, real estate, etc.). This presentation will show how a regional airport strategy could help anticipate and manage this post-Brexit environment.

Synopsis: A yearly increase of 8% in international travel into Australia is presenting significant challenges and opportunities to deliver genuine seamless transfer products at Australian airports. The presentation will outline the options Australia’s largest airports are exploring and employing for meeting the forecast growth in transfer passenger numbers, the specific needs of transfer passengers and their baggage, the priorities of the airlines and the cost of interim solutions relative to their seamless transfer vision. All benchmarked against competitors in the Asia-Pacific region.

Synopsis: The connectivity of a region has become more and more vital in the growing regional competition of routes, companies, investments and passengers – not forgetting the residents. We take a closer look at how the Helsinki region has been able to build on the connectivity element provided by Helsinki Airport and its route network. We will present results from different stakeholders: regions, cities, companies, real estate sector and travel industry. Connectivity is a common platform for success in the future.

Synopsis: The recently completed Midfield Concourse (MFC) at Hong Kong International Airport (HKIA) is an exemplar of sustainable concourse design, exhibiting HKIA’s commitment to becoming a world-leading green airport. The 105,000m2, five-level concourse incorporates 20 new parking stands and will increase passenger handling capacity by at least 10 million passengers per year. This talk will describe how the early integration of sustainable design principles from project outset, including passive design strategies and low-energy active design techniques, was employed to deliver a sustainable, high-performance concourse with a comfortable passenger experience.

Synopsis: Following the UK Government’s decision on runway expansion, Heathrow Airport and Arup are working together to refine and develop the baggage masterplan. The presentation will set out our latest thinking on the next steps in delivering the masterplan at Heathrow. In particular we will look at baggage options for the next phase of Terminal 2 – a key step along the path to maximising Heathrow’s capacity. We will share some of our insights arising from previous baggage projects and operations, and explain how these, together with ambitious objectives for the future, will shape the baggage service at Heathrow.

Synopsis: The vulnerability of an airport's landside to a terrorist attack is well known and sadly exploited, most recently in Istanbul and Brussels. A holistic and risk-based approach to landside security coupled with involving security in all landside developments – even those developments without obvious security scope – provides a range of benefits beyond security, including commercial, future-proofing and passenger experience.

Synopsis: The presentation will outline a complete system for the provision of efficient support for the application of safe and effective evacuation strategies at large public venues such as airports. It is a resilient and seamless communication platform integrated into the mechanisms already in place, to allow communication with the theatre of the evacuation operations and other civil and military response units. The platform is the outcome of the eVACUATE EU-funded research project.

Synopsis: This presentation will address the very recent business need to develop a digital passenger CRM system. The business use cases that support or even drive a passenger CRM system will be addressed. Finally, the core driver of all the previous initiatives – 'management of the passenger data' – will be analysed in detail, including a case study.

Synopsis: The presentation will outline a complete system for the provision of efficient support for the application of safe and effective evacuation strategies at large public venues such as airports. It is a resilient and seamless communication platform integrated into the mechanisms already in place, to allow communication with the theatre of the evacuation operations and other civil and military response units. The platform is the outcome of the eVACUATE EU-funded research project.

Synopsis: As part of Heathrow’s Water Quality Investment Programme, this presentation will demonstrate how Atkins is helping Heathrow to treat contaminated airport runoff and discharge cleaner water to the environment. It will discuss the variable nature of the conditions that create contamination, the spatial and operational constraints within the site and the conditions that drove innovation in order to succeed.

Synopsis: Heathrow’s asset management programme seeks to optimise the performance of the airport's asset base, maximise value and reduce risk. This is achieved through focusing on value, sustainability, reliability and resilience. The Fixed Electrical Ground Power (FEGP) project satisfies these objectives through delivering replacement stand equipment in a safe, capital-efficient and timely manner. A case study will be presented to describe how Atkins has helped Heathrow deliver this replacement electrical infrastructure within a highly critical operational environment. The innovative solution developed has reduced the duration of on-site activities by 95%, representing significant value improvement and minimising impact to customers.

Synopsis: This presentation will examine the insider threat, its root cause and methods for reducing its impact on the organisation. Based on recent events, the aviation industry is not immune to the insider threat. The insider threat may engage in theft, violence, sabotage or diversion of goods or services. Their actions may harm the organisation and ultimately impact the global economy. Additionally, the failure of co-workers to report changes in co-workers’ behaviour may further impact the organisation's ability to quickly recover from an insider threat attack. As a security practitioner, one must ensure that the workforce is trained to identify potential insider threat opportunities, report unusual behaviours and comply with company policies and procedures while executing their normal duties.

Synopsis: Threats to aviation are continuous and increasingly complex. Emerging technology enhances an airport's abilities to understand threats, manage resources and monitor operational tempo. These domain awareness technologies can make security more efficient and effective, as well as reducing cost. Multi-disciplinary information systems provide valuable data that can be leveraged for process improvements in a range of security and non-security systems. From video surveillance systems, to social media monitoring, to sensor data from the Internet of Things, airports are presented with a sea of information. This session will examine use of emerging technology and platforms for converting information to actionable intelligence.

Synopsis: A reset of the operational strategy to face the challenges over the last five years – the airport operations team made a conscious decision to move from being a systems monitor to an operations conductor to achieve certain objectives. The key levers that were pulled successfully have been innovative technology, business intelligence, process improvement and real collaboration of all airport stakeholders. This has delivered some excellent results for all airport stakeholders.

Synopsis: Do airports understand what a tender process actually involves for bidders? Do operators really understand the context of the broader airport commercial ecosystem when they bid? The panel will discuss how to get the balance right in the airport competitive tender process.

Synopsis: Melbourne Airport completed its new Terminal 4 project in late 2015. With a year of operation under its belt and five years since the project planning began, it is a great opportunity to reflect on the successes and challenges the project faced. The new T4 is Australia's first all self-service terminal – it was designed collaboratively with customer airlines Jetstar and Tigerair. What has been achieved is a low-cost facility that helps keep airfares low and has allowed low-cost airlines to continue their expansion, while improving the passenger experience.

Synopsis: Airports face all manner of emergency situations, some of them due to natural causes, others man-made. This panel explores three case studies: the impact of volcanic activity on an airport in Costa Rica; the effect of the 2015 wildfires in Alberta and how the airport became a centre for relief efforts and community recovery; the freakish story of an airport in Portugal, which literally lost its terminal roof in a storm. Finally, the panel will explore the modalities needed for a command centre to stay on top of emergencies.

Synopsis: Airports face all manner of emergency situations, some of them due to natural causes, others man-made. This panel explores three case studies: the impact of volcanic activity on an airport in Costa Rica; the effect of the 2015 wildfires in Alberta and how the airport became a centre for relief efforts and community recovery; the freakish story of an airport in Portugal, which literally lost its terminal roof in a storm. Finally, the panel will explore the modalities needed for a command centre to stay on top of emergencies.

Synopsis: During 2016, Avinor rolled out a multi-airport operational system to 46 airports across Norway from north to south. The rollout was done during daytime and without negatively impacting operations or passengers at each airport. The presentation will describe how this was done and which benefits it gave to Avinor, all stakeholders at each airport and the passengers. Topics that the presentation will cover include reducing costs, simplifying system administration and enabling more efficient operations.

Synopsis: During 2016, Avinor rolled out a multi-airport operational system to 46 airports across Norway from north to south. The rollout was done during daytime and without negatively impacting operations or passengers at each airport. The presentation will describe how this was done and which benefits it gave to Avinor, all stakeholders at each airport and the passengers. Topics that the presentation will cover include reducing costs, simplifying system administration and enabling more efficient operations.

Synopsis: The presentation will discuss the current developments and latest updates of Bahrain International Airport's Airport Modernisation Programme: fuel farm, MRO hangar, super gate, fire station, containerised data centre, containerised fuel station, self check-in kiosks, multi-storey car park, refurbishment of existing terminal building.

Synopsis: The last couple of years have seen tremendous growth in air traffic across India, on both the domestic and international side. Bangalore International Airport, the third-biggest airport in India and the gateway to South India, has contributed to this growth in a substantive manner. Passenger traffic has been growing by an average of 22% in the last couple of years, at almost three times the national GDP. This rate of growth has forced us to reprioritise and recalibrate our long-term airport masterplan, and has necessitated strategic and operational decisions to effectively tackle the capacity constraint now and in the near term. We are already in the midst of constructing the second runway and closing in soon on the Terminal 2 (T2) design. While the new infrastructure is still being developed, the present growth needs to be managed in a smart and efficient manner to achieve the twin objectives of customer satisfaction and operational efficiency. The presentation provides a view of some of the key challenges that the airport is faced with in this context, and how solutions are crafted to address and manage these challenges.

Synopsis: The aviation industry has a growing need to deploy passenger self-services in an integrated process across the passenger journey. Airport operators face the challenge of benefiting from innovative technologies, while maintaining budget and maximising revenue. Through an integrated programme, these challenges are effectively met. This presentation provides a focus for the airport operator and key stakeholders in improving the passenger’s air-travel experience. It presents the requirements and benefits of a well-established integrated passenger self-services programme. Case studies are presented from Orlando International Airport on improvements in the North Terminal Complex and updated designs for the new South Terminal Complex.

Synopsis: Gatwick and Heathrow competed for the UK Government’s permission to build a new runway in the southeast of England. Now that the decision has been taken, learn from a joint presentation by Gatwick’s Development Director and Gatwick’s Development Partner about how the airport is proceeding with the next 10 years of development to address its continuing growth strategy.

Synopsis: The proposed solution provides real-time biometric validation at the entry to airport buildings, making the airport safe and secure. Advantages include: real-time PNR validation with the airline DCS ensures positive validation of PAX; dataset with biometric as 'single token' with PNR created for further process points; reduced waiting times, stress-free, hassle-free, paperless and seamless journey experience; enhanced security with time-stamped logs, improved passenger management, real-time BI/analytics to security agencies, airlines and airports; reduced cost of infrastructure, improved OTP; no big data – only relevant, actionable intelligence.

Synopsis: Changi Airport Terminal 1 has undergone many small- and large-scale additions and alteration works since its inception in 1981. However, the capability of the BHS has remained the same and it does not have the facility to perform automated sortation. With more airlines wanting to jump onto the FAST bandwagon, there is an increasing need to redevelop the existing Terminal 1 BHS to enhance passenger service with a new baggage sortation and early bag system to support self bag drop operations. As part of the project, the hold baggage screening system is being upgraded to ECAC Std3 machines.

Synopsis: A yearly increase of 8% in international travel into Australia is presenting significant challenges and opportunities to deliver genuine seamless transfer products at Australian airports. The presentation will outline the options Australia’s largest airports are exploring and employing for meeting the forecast growth in transfer passenger numbers, the specific needs of transfer passengers and their baggage, the priorities of the airlines and the cost of interim solutions relative to their seamless transfer vision. All benchmarked against competitors in the Asia-Pacific region.

Synopsis: To ensure that BAC’s significant capital investment programme delivers maximum value, BAC has undertaken a comprehensive review of organisational value drivers. As a result of this analysis, a strategy was developed to increase market share while improving BAC’s capital efficiency. The strategy was developed and implemented across the whole of the capital investment value chain, focusing on the optimisation of key revenue and cost centre levers. Forecast outcomes include a higher return on assets, increased shareholder value, enhanced levels of service and more productive assets, which will also result in enhanced outcomes for airlines and airport passengers.

Synopsis: This panel discusses the often difficult challenge of meeting capital efficiency targets, managing cost pressures and achieving operational requirements with the evolving imperative of delivering a comfortable, flexible, engaging terminal environment for our customers that optimises commercial revenues.

Synopsis: With the first phase of the project successfully completed, construction on the 3.3km-long New Parallel Runway (NPR) at Brisbane Airport is due to commence soon, with a target date of opening the runway by September 2020. The runway had been in planning for more than 10 years and will cost A$1.4bn. This presentation examines the challenges and opportunities of planning, designing and constructing a runway on very poor-quality ground by a privatised airport with a strong focus on project governance and optimum project cost outcomes.

Synopsis: Airport opportunities for solar development

Synopsis: The goal: improve interline baggage transfer performance. The challenge: ensuring accountability for third-party baggage handlers, and providing the information required to efficiently facilitate interline transfers. The tools: implementing an airport-wide interline transfer solution provides baggage handlers with a clear indication of where bags need to be delivered and the time left to make a connection. Scanning bags as they are picked up and dropped off creates a detailed transaction history, assisting with IATA Resolution 753 compliance. The case study: how JFK International Airport implemented a cloud-based interline baggage transfer solution to improve transfer performance and third-party baggage handler accountability.

Synopsis: Today most passengers on international flights are handled on CUTE/CUPPS platforms. Due to restrictions on common-use platforms and non-existent CUTE standards, ground handling is becoming more and more of a challenge for airlines. With the products of the innovative and unique cGroup Suite, every CUTE airport is turned into a modern passenger-handling environment. Besides all required applications and commodity services, cGroup provides web applications including full print support, instant-messaging services, centralised configuration management, and a powerful platform to monitor operations and business events in real time at all airports worldwide.

Synopsis: What can airports do to help protect the environment and keep up with new technology trends? Brussels Airport has started an innovative initiative to increase the passenger experience and at the same time reduce its carbon footprint. Discover how the airport efficiently plans its new e-buses and drivers and how the impacts of gate or stand changes are managed. Learn how they benefit from the visibility of ground operations and more data exchange to ensure smooth passenger transportation. Travellers can look forward to a high standard of flight information services and wireless connectivity all over the airport.

Synopsis: The presentation will demonstrate how Brussels Airport Company is actively participating in developing, testing and – after successful results – using PRM-friendly and, above all, safe equipment. We are result driven and worked together with our PRM assistance provider and the manufacturer to design the most comfortable and customer-service-orientated PRM vehicles. We introduced the émover at the beginning of 2016. Due to its success we decided to develop a multimover, which can hold six PRM passengers, with the main focus on safety and comfort.

Synopsis: With very few exceptions, PRM charges have been increasing year on year since they first came into force in 2008/2009. Traffic numbers show the growth in passengers requesting assistance is three times faster than the total number of passengers. With the PRM charge applying to all departing passengers, the faster growth of the PRM segment is seeding the ground for a sharper increase in the charge in the years ahead. The panel will discuss how airports and service providers plan to cope with traffic increase and give passengers with disabilities quality service without having to dramatically increase the PRM charge.

Synopsis: The presentation will look at bringing the theory into airport practice – how to bring the CEL theory (also from ACI) into real life, with three very solid business cases: premises – seating as key touchpoint and driver of satisfaction; product – app 3.0, building a location-based information-driven app; people – community building after 22/03 at BRU and Airport Helper programme.

Synopsis: The Brussels Airport masterplan (Vision 2040) is based on a comprehensive strategy to accommodate forecasted aviation and commercial growth. Following expected regional, national and international passenger and economic trends, our vision focuses on intermodality, operations, terminal and commercial developments to unlock future airport capacity. The presentation will show how planners and designers plan to address capacity demands by using spatial, operational and technological design implementations. The presentation will be supported by high-quality plans, visualisations and data to explain our balanced approach to expansion. The overall vision is supported by environmental analysis and a strategy for stakeholder engagement.

Synopsis: Budapest Airport has recognised that we have to involve and influence the many companies contributing to the emissions and environmental impacts of the airport. We initially did this through business-as-usual methods: contracts, business agreements, positive and negative incentives. But we have realised that this attitude and business model have limitations, and as a company we must think outside of the box. So Budapest Airport launched a partnership initiative called Greenairport Programme in the summer of 2015 for organisations operating at the airport to work together with the operator on further reducing the environmental impacts of the airport.

Synopsis: Connectivity and cooperation are the key ingredients of a successful airport regional development strategy. The presentation will outline the complex relationships between airport development and its impact on the surrounding regional/urban economies. Based on the experience of the Budapest Airport Regional Development Cluster, it will outline preconditions for a mutually beneficial airport region development.

Synopsis: Budapest Airport has a site of almost 1,600 ha and therefore represents huge real estate development potential. The presentation will outline first how BUD found the right balance between areas needed for airport operations, and define areas available for real estate development and potential for airport- and non-airport-related functions. In addition, it will demonstrate how BUD developed tailor-made facilities to serve existing and new business partners of the airport and enhance revenue streams.

Synopsis: Airports and airlines are facing increasing challenges to remain cybersecure in today's rapidly changing world. The technology environment is continually in motion, with new software and hardware products being added every day. Each of these products has the potential to introduce new vulnerabilities into an airport's operational environment. Furthermore, vulnerabilities in existing products are becoming apparent on a routine basis. The growing interaction between airports and airlines in the area of network communication adds another layer of potential risk. Staying abreast of all of these changes can easily tax an airport's resources.

Synopsis: Airport terminals are complex facilities with enormous synchronised operations, challenged by an evolving airline industry and local physical environment. Like many airports around the world, Portland International Airport (PDX) is experiencing strong passenger growth, and the evolution of its major carriers. But through the development process, three distinct challenges face PDX in the midst of its terminal redevelopment programme: 1) Major change to airline assumptions; 2) Evolving seismic resiliency requirements; 3) Recent global security concerns. This raises the question: how does an airport plan and design a terminal facility to anticipate change?

Synopsis: As part of YYC’s commitment to Grow the Hub, together with our partners we introduced the YYC LINK on 31 October 2016. YYC LINK – an internal transit system unique in the world – is an entirely new way of moving through airports, designed to minimise connecting times between terminals to maximise the time travellers have to enjoy YYC. Our team conceived and designed the system, complete with custom vehicles, a dedicated right of way and custom passenger stations. This presentation will focus on the development, implementation and operation of passenger-related infrastructure, and how it impacts the passenger experience at YYC.

Synopsis: Calgary International Airport opened a new $1.7bn international and US pre-clearance terminal through collaborative efforts from the owner, planners and architects that illustrate a successful design and financial benefits to the stakeholders. The design addresses current and future demands, operational flexibility, seamless connecting processes, cost-effective operations and adaptability in the evolving world of terminal design. This discussion will exhibit how teamwork formulated the state-of-the-art, highly innovative design in the use of tri-sector swing gates, stacked multi-level hold rooms, centralised retail hubs and sustainable features; all minimizing costs while optimising long-term operations.

Synopsis: The Directorate General of Civil Aviation in Kuwait seeks to construct and commission a separate Support Passenger Terminal, aimed at providing an additional handling capacity to support T1 until T2 is operating. Cengiz and AECOM are helping Kuwait achieve the goal and improve transportation through this facility. The challenge of this multidisciplinary project is the tight schedule. The airport and its facilities will be operational in November 2017, which allows only 15 months of intense development. The presentation displays the design and construction features to achieve the milestones while developing smart, innovative, cost-effective solutions.

Synopsis: This presentation will provide an overview of a new approach to augment aviation security developed by the UK Government. Based on behavioural science research, the presentation will show how existing airport resources, in particular the people element, can be enhanced to disrupt hostile reconnaissance.

Synopsis: Recent security incidents have pointed towards emerging threats in the aviation sector. As the aviation industry beefs up its protection against unlawful intervention in aircraft and its core hardware, the perpetrators are choosing easier targets (soft targets) like landside. However, are traditional threats less real? There have also been security incidents pointing towards airport staff colluding with such perpetrators in those cases. How can we deal with them?

Synopsis: A purpose-built infrastructure for taxi queuing was added to the three-terminal Changi Airport. T1 was designed with taxi capacity of 96 vehicles. Excess taxis tailed out of the queuing space onto the main road during peak hours. We relocated the T1 taxi queue to above the existing T3 taxi area, which is 1.5km away. The new capacity is 300 taxis, plus 200 queuing spaces in the network of a vehicular bridge and an underpass roadway. The design is based on five criteria: maximised taxi capacity, environment, taxi drivers’ welfare, efficient queuing system and uninterrupted taxi operation during the construction stage.

Synopsis: Changi Airport Terminal 1 has undergone many small- and large-scale additions and alteration works since its inception in 1981. However, the capability of the BHS has remained the same and it does not have the facility to perform automated sortation. With more airlines wanting to jump onto the FAST bandwagon, there is an increasing need to redevelop the existing Terminal 1 BHS to enhance passenger service with a new baggage sortation and early bag system to support self bag drop operations. As part of the project, the hold baggage screening system is being upgraded to ECAC Std3 machines.

Synopsis: Changi Airport Group (CAG) is undertaking a raft of projects to further improve terminal operations and efficiency, and enhance the customer experience. Steve Lee, CIO and Senior Vice President of Technology at Changi Airport Group, will give an insight into how data is central to the smart airport.

Synopsis: Aviation stakeholders are working hard to transform customer service and the passenger experience, to make it the best it can be. Passengers expect personalised information and a seamless flow: from home or office, ground transportation to the aircraft on one side, and the aircraft back through the airport, ground transportation to home or office on the other. Digital technologies will enable airports and airlines to meet these challenges; digital transformation, the implementation of new technologies and the integration with existing technologies help improve processes and services to deliver a better experience to the passengers and customers.

Synopsis: As Generation X reaches its zenith and Y enters spending maturity, airports need to adapt. Millennial shoppers are plugged in and are disrupting traditional shopping patterns. Decisions of successive generations are based on similar values, but the mechanism by which we come to these decisions has changed. Young buyers are influenced by a wider array of opinion and the desire for 'showrooming'. Attitudes to fulfilment are more complex. Airports will realise that transaction-based shopping may not be enough in the future. We will explore ways in which design can embrace change to combine local, sustainable, excitement and entertainment.

Synopsis: In this panel discussion we examine how airports can continue to deliver the tried and true formulas that have so successfully grown commercial revenues in recent years, while also delivering an experience, an offer and a style of interaction that is relevant for the generations of digital natives to come.

Synopsis: An impartial case study on the prerequisites when planning an airport operations centre managing multiple airports under consideration of A-CDM: internal, external and remote stakeholders, obstacles, workarounds and solutions.

Synopsis: The new South Air Traffic Control Tower at Chicago O’Hare International Airport began as a site adaptation of the recently completed North Tower. Due to code changes, FAA objectives and City goals, an extensive collaborative process ensued between the City of Chicago, the FAA, and EXP, resulting in an innovative design process that considered function, aesthetics, cost and schedule from the start. Designing for innovative construction methods, incorporating numerous sustainable initiatives, and making opportunities out of code challenges, constructability and long-term operations and maintenance were significantly improved over standard tower designs, resulting in reduced short- and long-term costs.

Synopsis: Airports were once viewed as utilitarian, sterile and airline brand specific. New opportunities through community engagement are presenting fresh concepts to establish the airport brand identity. CVG has engaged the best and brightest from its local community arts, entertainment and technology venues to create an unforgettably positive experience with Midwestern charm. The travel community experience often begins and ends with the airport. CVG and its surrounding region cherish this opportunity to begin the region's story at the airport, provide consistent themes throughout the visit, and end the journey with a familiar sense of calm and gratitude for flying CVG.

Synopsis: Strategic planning can be defined as the process undertaken by an organisation to define its future and formulate a roadmap to guide it there. Theoretically, the strategic plan should set forth the foundation for every organisational initiative and action. For example, at airports, the strategic plan should drive results in the areas of planning, capital investment, operations, customer services and employee relations. Yet the strategic planning process has not been widely embraced in the airport industry. This case study will demonstrate how an airport’s new strategic plan provided direction, alignment and accountability, both internally and externally.

Synopsis: With the increasing competition in the job market for Generation Zulu and Alpha, the training and continuous development of employees is becoming a key denominator for an interesting workplace. Gamification has become a technology that uses the strategies of computer games in adult education by stimulating intrinsic motivation via points, badges and individual achievements. Once in an airport job, continuous education is a must-have offer to keep the employee happy and develop her for the future management requirements. Gamificated learning can also be adapted for the workplace environment to compensate for the boring workplace.

Synopsis: Electricity is a factor that constrains the development of airports. Due to sustainable development and emission reduction considerations, it is necessary for airports to take action against these challenges. Considering renewable energy implementation, photovoltaic (PV) systems are being widely investigated at airports. There are 17 airports in Taiwan and most are operated by the government. Due to huge investment in PV systems, the airports applied the public-private partnership (PPP) model to construct PV systems. Two airports successfully installed PV systems on the roofs of terminals in 2013. They generate 105,000kW/h and reduce C02 emissions by 643 metric tons per annum.

Synopsis: Electricity is a factor that constrains the development of airports. Due to sustainable development and emission reduction considerations, it is necessary for airports to take action against these challenges. Considering renewable energy implementation, photovoltaic (PV) systems are being widely investigated at airports. There are 17 airports in Taiwan and most are operated by the government. Due to huge investment in PV systems, the airports applied the public-private partnership (PPP) model to construct PV systems. Two airports successfully installed PV systems on the roofs of terminals in 2013. They generate 105,000kW/h and reduce C02 emissions by 643 metric tons per annum.

Synopsis: Intermodal projects for regional airports have become a mandatory objective. The main beneficiaries will be airports, airlines and passengers, but also many secondary stakeholders: railway companies, community, bus companies and so on. Designing and implementing an intermodal project is a challenging task due to the high number of stakeholders, financing issues, competition, lack of understanding and complexity. Implementing the intermodal project for Cluj International Airport, which will welcome more than two million passengers in 2017, will be a challenging task, but one of the main drivers of future development.

Synopsis: Status quo: the airport industry is affected by old-fashioned and often manually managed technical processes. Airports are trailing behind other players in the transport and traffic sector. The presentation will show the innovative approaches and steps a mid-sized airport has introduced to strengthen its position for the future.

Synopsis: During this presentation the audience will learn how to define an integral strategy by applying the four key performance criteria based on the PLAN methodology to guarantee a successful rollout and adoption for any IT or process improvement airport project implementation.

Synopsis: The presentation will focus on emotional intelligence. What is emotional intelligence and why is it so important in customer service? How do we ensure we are hiring staff with emotional intelligence? How can we train our staff to improve their own emotional intelligence?

Synopsis: During this presentation the audience will learn how to define an integral strategy by applying the four key performance criteria based on the PLAN methodology to guarantee a successful rollout and adoption for any IT or process improvement airport project implementation.

Synopsis: 'Enhancing the passenger experience' often focuses on innovative new commercial offerings, airport branding, sense of place and digital engagement. All of these elements are important. But what is the top passenger complaint today? Long queues, long wait times and long distances to walk. The first priority is the efficient flow of passengers through an airport. How do you integrate information into the passenger journey and airport operations? It takes a fundamental change in mindset, operational processes and organisation. This joint ICF and CPH presentation presentation includes case studies from Copenhagen Airport and US airports demonstrating how these concepts have been successfully implemented.

Synopsis: CPH has a vision to make Copenhagen Airport able to handle up to 40 million passengers a year (26.6 million in 2015). It is a vision to accommodate the growth in a responsible manner. The presentation looks at environmental results achieved so far, and the opportunities and challenges looking forward.

Synopsis: The presentation will give insights into how Copenhagen Airports uses nudging principles to ensure efficient passenger processing and reduce total cost of operations. Our recently opened Pier C extension enables handling of the A380 in an open gate environment. By using behavioural science and carefully managing the change in processes for airlines and handlers, it is now best practice to board an Emirates A380 with 600 pax in less than 20 minutes.

Synopsis: A story about how Security at Copenhagen Airports AS – which rode the waves of success, recognition and world champion titles such as World’s Best Airport Security Processing in 2014 and 2015 – woke up one morning in April 2016 to operational challenges, very long queues and tough media criticism. The world had turned. What we thought was stable and unchangeable turned out not to be so, and we hadn’t seen it coming. It is also a story about how we managed and what our challenges are to avoid ending up in the same situation again; how we need to operate in a rapid, complex reality that puts high demands on leadership, communication and organisation.

Synopsis: In most airport operations, time is the challenge for handling transfer baggage. Although most baggage is successfully handled by a fully automated process within the timeframes, there remains the problem of bags with tags that cannot be read by the automated system. To be able to reduce the critical manual encoding station (MES) time, Copenhagen Airport was the first airport in the world to introduce a video coding system (VCS) into the airport’s BHS. The introduction of the VCS proved highly effective and has been able to reduce the pressure on the MES by 30%.

Synopsis: CPH has introduced digitalised planning tools all across the travel value chain, through which it optimises processes and capacity utilisation. See how CPH works with forecasting, automisation and nudging to improve passenger experience as well as the operation of business partners in the airport.

Synopsis: The presentation will give insights into how Copenhagen Airports moved from a taxi operation with long waiting times for the taxi drivers, inefficient utilisation of airport infrastructure and an unpredictable passenger experience, to a situation with a forecast-based taxi management system controlled by the airport. We have managed to introduce KPIs, terms of use, an incentive model, airport staff financed by the taxi industry and a more secure traffic system as a whole. The results are stunning for all parties involved – passengers, taxis and the airport.

Synopsis: Surveys indicate that one of the greatest improvement areas in CPH is to reduce the baggage reclaim waiting times. In close cooperation with ground handlers and airlines, a thorough study was made of the entire arrival process, from pre aircraft arrival to passengers' receipt of baggage in the reclaim area, to identify the primary root causes of the problem. Multiple improvements were identified, of which the key elements were: reducing variation between scheduled time of arrival and actual time of arrival, timely receipt and use of accurate data, and improved planning process.

Synopsis: Powerful new analytics software solutions are helping to drastically reduce energy consumption in buildings and terminals, while improving passenger and occupant comfort. Learn the state of the art in building, energy and fault detection analytics as they apply to airport terminals. The presentation features real-world case studies, including case studies from international airport terminal projects demonstrating very positive results.

Synopsis: What are the key elements of sustainable asset management? How can sustainable asset management improve financial and environmental performance? What is the business case justification for sustainable asset management? How can sustainable asset management be linked to capital development programmes? What data metrics and analytics should be used to improve energy efficiency?

Synopsis: Many airports are challenged to deliver a commercial mix that appeals to local and international passenger groups. Understanding that different passenger groups spend and behave differently, in F&B and in retail, we discuss how active an airport can be in crafting and delivering the offer, both physically and digitally.

Synopsis: Do airports understand what a tender process actually involves for bidders? Do operators really understand the context of the broader airport commercial ecosystem when they bid? The panel will discuss how to get the balance right in the airport competitive tender process.

Synopsis: In this panel discussion we examine how airports can continue to deliver the tried and true formulas that have so successfully grown commercial revenues in recent years, while also delivering an experience, an offer and a style of interaction that is relevant for the generations of digital natives to come.

Synopsis: How to upgrade your experience with the launch of a new brand, new digital channels (app and website) alongside a terminal refurbishing programme. This session will give insight into how Dallas Fort Worth International Airport is leading the way by offering fresh digital innovation to enhance the passenger experience: implementing wayfinding, indoor positioning, food ordering, user profiling and context-based suggestions. You will learn why certain choices are made, what the results are and which best practices have emerged.

Synopsis: In this panel discussion we examine how airports can continue to deliver the tried and true formulas that have so successfully grown commercial revenues in recent years, while also delivering an experience, an offer and a style of interaction that is relevant for the generations of digital natives to come.

Synopsis: In a world of ever-changing regulations, technologies and opportunities, airports are challenged to manage the competing need for large-scale capital programmes that enable growth and improve passenger experience, while ensuring ongoing business operations are successful during the implementation of these programmes. Project Lifecycle Governance is the key to an airport effectively and efficiently delivering the right projects at the right time. This level of transparency and process enables airports to respond to change, see the operational impact of improvements, and successfully secure financing with ROI measured and confirmed throughout the gateways in the process.

Synopsis: This panel discusses the often difficult challenge of meeting capital efficiency targets, managing cost pressures and achieving operational requirements with the evolving imperative of delivering a comfortable, flexible, engaging terminal environment for our customers that optimises commercial revenues.

Synopsis: Welcome To Our Place is an innovative new approach to enhance customer experience at Darwin International Airport (DIA). This initiative works on the principal that all members of the airport community treat customers with respect, warmth and friendliness, as they would if they were welcoming guests into their own homes. In essence, Darwin International Airport is ‘home’ for the airport community, and visitors will be made to feel welcome and safe at all times. Welcome To Our Place is now an intrinsic part of the culture at Darwin International Airport, and this will continue well into the future.

Synopsis: In the past few years, the energy-saving approach has become one of the main drivers for a long-term airport development strategy. If sustainability reasons were not enough to spin this subject, the need to reduce OPEX now plays a stronger role in understanding how energy-saving solutions may allow the achievement of this target. Aeroporti Di Roma is working alongside DEERNS on the following: energy audits, energy consumptions analysis and buildings dynamic simulations, energy optimisation studies and proposals, energy-saving solutions preliminary design, technical guidelines and preparation of main systems datasheets.

Synopsis: There is quite a difference between what you promise as an airline and what passengers actually experience. How do you bridge that gap? KLM decided to build a platform for co-creating the future of the passenger experience with employees and passengers: 'X' with the support of TU Delft. X started off with the X-gates, three actual gates at Schiphol Airport where the existing airport processes are improved in the ongoing operations through thematic sprints. X-gates is now being extended towards co-creation inflight. The first X-flight has already taken place towards San Francisco.

Synopsis: This session presents the joint effort of ACI, Delft University of Technology, PASSME, Vanderlande and Schiphol to achieve door-to-door baggage services. In a first workshop they created a vision on Baggage as a Service for 2040 with participants from more than 20 airports. Based on this vision, they further developed and designed the door-to-door services. This presentation will explain the results so far, as well as the approach to get there and how all kinds of stakeholders have been involved to make the 2040 vision a reality.

Synopsis: In this presentation we will present how Schiphol collaborates with different universities to achieve innovation. In different projects they work on passenger experience and how to improve it. This requires knowledge of passenger experience, passenger behaviour, design techniques, media, content, etc. The different institutes can provide this knowledge and in the collaborative process all bring their own expertise and approaches. By working on different projects, the partners learn about each other’s strengths and weaknesses, which can be further applied in follow-up projects. The team has now worked on different topics such as waiting and baggage reclaim.

Synopsis: The year is 2050! Can you imagine what your end-to-end air travel experience will be like? Come and join us in a robust futuristic panel discussion about the possibilities of technological innovations and the changing social behaviour of the next generation of travellers that will transform the way our airports will look, feel and function. We will look at the winning entries of an international student design competition conducted by Fentress architects, followed by each panelist's views on critical areas of change and how we can prepare for the Airport 2050.

Synopsis: What can the aviation industry learn from the design, development and operation of the greenest and most connected office building in the world – the Edge in Amsterdam, home to Deloitte.

Synopsis: The presentation will discuss: the Australian Department of Immigration & Border Protection's approach to border management, which is focused on managing risks as far from our border as possible; how biometrics plays a critical role in Australia’s border security; the Department’s future directions to ensure border management continues to meet the threats we face.

Synopsis: Calgary International Airport opened a new $1.7bn international and US pre-clearance terminal through collaborative efforts from the owner, planners and architects that illustrate a successful design and financial benefits to the stakeholders. The design addresses current and future demands, operational flexibility, seamless connecting processes, cost-effective operations and adaptability in the evolving world of terminal design. This discussion will exhibit how teamwork formulated the state-of-the-art, highly innovative design in the use of tri-sector swing gates, stacked multi-level hold rooms, centralised retail hubs and sustainable features; all minimizing costs while optimising long-term operations.

Synopsis: The Directorate General of Civil Aviation in Kuwait seeks to construct and commission a separate Support Passenger Terminal, aimed at providing an additional handling capacity to support T1 until T2 is operating. Cengiz and AECOM are helping Kuwait achieve the goal and improve transportation through this facility. The challenge of this multidisciplinary project is the tight schedule. The airport and its facilities will be operational in November 2017, which allows only 15 months of intense development. The presentation displays the design and construction features to achieve the milestones while developing smart, innovative, cost-effective solutions.

Synopsis: Delivering a seamless passenger flow has many dependencies, but a clear answer to 'what does good service look like?' is essential. A core part of DA's operations transformation programme has been to rethink how KPIs are defined and presented to ensure they serve their purpose of aligning staff and stakeholders to a common customer service goal. Too often airports start investing their effort and money in initiatives without addressing this question, and end up solving one problem while creating another. This presentation aims to highlight the application of DXB Levels of Service (LOS) framework through the insights gained by measuring passenger processing touchpoints performance as part of delivering DA's customer service vision of a seamless passenger flow.

Synopsis: Dubai Airports operates two airports in the United Arab Emirates: DXB with Emirates and FlyDubai as flagship local carriers, and DWC, which is currently a smaller airport south of the city but plans to be the largest in the world. The radical redesign of the key passenger touchpoints at DXB is a necessity, as DXB expects to receive 50% more passengers until 2025 without building additional terminals or concourses. This presentation will touch on the approach, the challenges and the priorities of this challenge. At the same time, the world's largest airport - Dubai World Central (DWC) - is under design as well.

Synopsis: With the opening of Concourse D in 2016 and the refurbishment of Concourse C under way, Dubai Airports is planning to maintain its steady growth without significant infrastructure development as limited space remains on the city-based airport campus. Making better use of existing facilities is the new mantra, focusing primarily on an improved passenger experience at key touchpoints using smart technologies while also driving greater throughput. DXB Plus also forms an enabling part of the ultimate transition plan to the new aviation hub at Al Maktoum International Airport currently in design.

Synopsis: Reliable data is at the core of improving customer service at DXB – the world’s busiest capacity-constrained international hub airport. Through a combination of data captured through sensors across the estate and interfaces with airport systems and stakeholders, DA is now able to address critical strategic, planning and operational issues. The insights generated from this data have led to: alignment to a common customer service delivery vision; improved operational demand forecast to 95% accuracy; reduced queue time at Transfer Security in concourses to less than five minutes for 95% of passengers.

Synopsis: Reliable data is at the core of improving customer service at DXB – the world’s busiest capacity-constrained international hub airport. Through a combination of data captured through sensors across the estate and interfaces with airport systems and stakeholders, DA is now able to address critical strategic, planning and operational issues. The insights generated from this data have led to: alignment to a common customer service delivery vision; improved operational demand forecast to 95% accuracy; reduced queue time at Transfer Security in concourses to less than five minutes for 95% of passengers.

Synopsis: Delivering a seamless passenger flow has many dependencies, but a clear answer to 'what does good service look like?' is essential. A core part of DA's operations transformation programme has been to rethink how KPIs are defined and presented to ensure they serve their purpose of aligning staff and stakeholders to a common customer service goal. Too often airports start investing their effort and money in initiatives without addressing this question, and end up solving one problem while creating another. This presentation aims to highlight the application of DXB Levels of Service (LOS) framework through the insights gained by measuring passenger processing touchpoints performance as part of delivering DA's customer service vision of a seamless passenger flow.

Synopsis: easyJet's vision for Airport of the Future is to invest in technology, to enable customers to self-manage while allowing ground crew to focus their attention on those that need help. easyJet wants an automated and seamless travel experience from home to destination.

Synopsis: With very few exceptions, PRM charges have been increasing year on year since they first came into force in 2008/2009. Traffic numbers show the growth in passengers requesting assistance is three times faster than the total number of passengers. With the PRM charge applying to all departing passengers, the faster growth of the PRM segment is seeding the ground for a sharper increase in the charge in the years ahead. The panel will discuss how airports and service providers plan to cope with traffic increase and give passengers with disabilities quality service without having to dramatically increase the PRM charge.

Synopsis: The presentation will discuss the deployment of high-tech security measures and technologies to enhance terminal security, together with the role of the Aviation Security Operation Centre in Israel. It will address terrorism opportunities at airports, with technology and lessons from the implementation of security measures. The audience will learn about the need for a long-term roadmap for counter-drone solutions, and recommendations for integrating systems into existing air traffic management and monitoring structures. The presentation will also outline the Israeli aviation sector’s employment of unmanned aerial vehicle detection, jamming and disruption systems – their effectiveness and the future roadmap for industry. Future threats to the aviation transport network will also be discussed.

Synopsis: ENAV's experience in implementing A-CDM in major Italians airports will be presented. This will include a variety of operational procedures of airports integrated in the ATM environment using A-CDM as a glue in a win-to-win approach. Centralised architecture is an important technical enabler for smooth A-CDM implementation in several airports. The presentation will outline problems during A-CDM initial stages, main operational benefits derived from A-CDM and enablers mandatory for successful implementation.

Synopsis: How do you get 200,000 people through an airport while ensuring positive traveller experiences? As we see a shift and demand for more personalised experiences and individualised navigation preferences, we are forced to reevaluate the traditional systems for moving the masses through airports. But as we’ve found out, it’s not so much a revolution but an integration strategy that is driving the future of airport efficiency. This presentation examines how people understand path and place, and offer strategies for layering wayfinding, environmental graphics, technology and customer service programmes so that they work in harmony to create the ideal visitor journey.

Synopsis: Airports monitor air quality (it’s legally required in some countries). But measurements can be hard to interpret. How can we be sure that the pollution identified is really due to airports? This presentation will explain how Open-ALAQS, a Eurocontrol open-source tool, will help airports quantify their emissions and assess their impact on air quality (dispersion and concentrations). We will show how, thanks to an open-source geographical information system, the process of defining emission sources is simplified, and how the results can be easily visualised in various ways. This new system is validated by CAEP and is compatible with the EU air quality standards.

Synopsis: Music is a universal language. Used correctly it has a strong, positive impact on the passenger experience and spend per head in retail and F&B outlets. But it is not as simple as just turning on the radio or using a generic playlist. There are many factors to consider before implementing a strategy that includes adding audio to your customers’ experience. If not implemented correctly, music and sounds will have a strong negative effect. However, a successful implementation will increase the general satisfaction and spend per head in all areas of the customer journey.

Synopsis: eu-LISA operates three large-scale IT systems that provide strong foundations for modern IT-led border checks. The Visa Information System (VIS), for example, facilitates identity tracking while facilitating secure visa issuance and check processes. The system continues to evolve. Meanwhile, new systems including the European Entry-Exit System and the European Travel Authorisation and Information System have been proposed to enable enhanced data provision prior to and at the time of border crossing, enhancing security by increasing the information available and facilitating faster border crossings. Updates on current system evolution and new system development will be provided.

Synopsis: Regional airports can face significant capacity issues when external events like several matches of the Euro 2016 football championship are planned to take place near the airport, bringing additional flights and passenger flows on an ad-hoc basis. Together with a regional airport and with Airport Research Centre, Eurocontrol has supported the planning of such events through fast time simulations based on a detailed calibrated landside and airside airport model of the airport. This activity aimed at testing the accuracy of predictions made through fast time simulations in the APOC context.

Synopsis: The SESAR Airport Operations Center (APOC) concept focuses on proactive and predictive performance management rather than reactive. This requires improved awareness of past and present performance as well as development of performance prediction tools with a view to supporting collaborative decision making. This presentation will highlight several performance management tools that are being developed and tested by EUROCONTROL with several European airports as part of their APOC implementation (interactive dashboards, fast time simulations, big data and machine learning techniques).

Synopsis: Accessible travel is a right under the UN Convention on the Rights of Persons with Disabilities. However, transport remains inaccessible for many persons with disabilities. EU regulations have proved to be a useful tool to advance accessibility and make transport more inclusive, but a lot remains to be done.

Synopsis: The new South Air Traffic Control Tower at Chicago O’Hare International Airport began as a site adaptation of the recently completed North Tower. Due to code changes, FAA objectives and City goals, an extensive collaborative process ensued between the City of Chicago, the FAA, and EXP, resulting in an innovative design process that considered function, aesthetics, cost and schedule from the start. Designing for innovative construction methods, incorporating numerous sustainable initiatives, and making opportunities out of code challenges, constructability and long-term operations and maintenance were significantly improved over standard tower designs, resulting in reduced short- and long-term costs.

Synopsis: Air-rail corridors are major transportation corridors containing airline and passenger rail services in the same corridor. These corridors connect many airports, transportation centres and cities to a region. Direct connections are also made outside these corridors to other transportation services worldwide. Major investments are needed to maintain the connectivity, sustainability, access, safety and reliability of air-rail corridors to promote the economic vitality and growth of the regions they serve. This presentation will highlight current investment activities in several air-rail corridors identified in North America, and plans for future growth.

Synopsis: As part of Heathrow’s strategic aim to become the World’s Most Sustainable Airport, understanding the impact of energy consumption by plant and equipment is key. Throughout the asset replacement programmes that Heathrow is carrying out, the impact on energy consumption is fully assessed and projects are developed where possible to minimise the impact of energy consumption. Paul’s presentation discusses the drivers and opportunities, the approaches and the impacts of minimising energy consumption through asset replacement programmes.

Synopsis: What are the key elements of sustainable asset management? How can sustainable asset management improve financial and environmental performance? What is the business case justification for sustainable asset management? How can sustainable asset management be linked to capital development programmes? What data metrics and analytics should be used to improve energy efficiency?

Synopsis: The insider threat is becoming an increasing threat and concern to aviation security. Under the Chameleon brand, Switzerland launched an initiative to address the insider threat by introducing unpredictability at different levels and in different areas of civil aviation. The speaker will give an overlook of these measures and elaborate on concrete action taken in this regard.

Synopsis: There is no end to the demands placed on airports in this ever-changing world. The speed of change is so incredible that the moment we begin designing an airport, we are already renovating it. Airport architects are on the front line, the point of conflict between myriad opposing forces, balancing trends in markets, technology, security, and ideas with human and cultural influences to create memorable gateways that embrace globalisation. The Fentress Global Challenge: Airport of the Future, challenges students around the world to envision this airport. Winners receive a US$15,000 prize that includes an internship at Fentress Architects.

Synopsis: The year is 2050! Can you imagine what your end-to-end air travel experience will be like? Come and join us in a robust futuristic panel discussion about the possibilities of technological innovations and the changing social behaviour of the next generation of travellers that will transform the way our airports will look, feel and function. We will look at the winning entries of an international student design competition conducted by Fentress architects, followed by each panelist's views on critical areas of change and how we can prepare for the Airport 2050.

Synopsis: See how a collaborative platform enables the contribution of multiple roles and stakeholders to passenger flow management and passenger experience at Helsinki Airport. The shown solution provides the latest planning scenarios and resource plans to all parties involved. This means the best possible preparation towards the day of operation. The handover to operations means OPS always working based on actual scenarios and layouts, having the latest parameters and KPIs in the system and being able to react more quickly to changes. Using predictive analytics during operations enables proactive work, improving decision making towards eliminating disruptive situations up front before they occur.

Synopsis: Digitalisation is changing the world of business and private life. What will be the impact for airports? How did new technology supply the answer to the new demands from the business side at Cologne/Bonn Airport? This presentation provides answers by describing first experiences from the perspective of an IT provider and an airport.

Synopsis: Munich Airport is working on an innovative door-to-door information service for passengers on the way from the city centre to the airport, directly to the gate and vice versa. It combines on-demand mobility solutions with airport wayfinding/processing times.

Synopsis: Major efforts to reduce greenhouse gas emissions have been undertaken by airports and the aviation industry in recent years. The requirements for reduction of carbon dioxide emissions will increase in the future. The presentation will discuss the different tasks for airports and aviation according to COP21, and explain the principles of action for carbon dioxide reduction. The focus will be on the carbon dioxide mitigation objectives of Munich Airport, successful realised measures and expected challenges and future possibilities.

Synopsis: Local air quality is not only an issue in the wider area of an airport, but often also at the airport itself. Passengers and staff are exposed to all emission sources at the airport. This presentation shows and discusses findings from measurements at the airport apron where staff and passengers are present.

Synopsis: Water is a precious resource and its use needs to be properly managed. This includes the use, reuse, substitute and cleaning of water. Airports, in many ways comparable to cities, need water for many purposes at a set quality, quantity and reliability. To this end, Zurich Airport is carefully managing the water usage and ensuring legal compliance when discharging it. Several special treatment plants on site make sure sewage is either clean for direct discharge or suited for the close-by municipal sewage plant.

Synopsis: Airports face all manner of emergency situations, some of them due to natural causes, others man-made. This panel explores three case studies: the impact of volcanic activity on an airport in Costa Rica; the effect of the 2015 wildfires in Alberta and how the airport became a centre for relief efforts and community recovery; the freakish story of an airport in Portugal, which literally lost its terminal roof in a storm. Finally, the panel will explore the modalities needed for a command centre to stay on top of emergencies.

Synopsis: Mexico’s aviation sector growth has increased dramatically, on the shoulders of Latin America’s most healthy economy. NAICM Phase 1, a single-build programme featuring a four-concourse mega-terminal, is structured to support dynamic growth across diverse sectors. The programme calls for simplicity, sustainability, profitability and great flexibility. Innovative architectural, structural, life-safety and construction strategies have been developed to meet the challenges of fast-track imperatives and support the project’s long-term vision.

Synopsis: Billions of euros are spent yearly on the development of airport infrastructure. Every airport will face the situation of expanding its infrastructure. Such development is accompanied by significant changes in the operating model of the airport. ORAT supports this change and, in parallel, supports the successful start of operations. This presentation shows why it is so important to implement an ORAT programme and team as a counterpart to construction and design. The audience will learn from an experienced ORAT expert about the possibilities an ORAT programme gives the airport operator.

Synopsis: The challenge for an airport is always to communicate changes, whether infrastructure, resources or others, quickly and available in time for a large group of users. With the collaborative platform at Frankfurt Airport it is now possible to work on all infrastructural and other influencing changes in advance, evaluate them and share this information with operational systems. This ensures operational people are always up to date with the latest and actual information available regarding passenger flows and the use of facilities.

Synopsis: The presentation will discuss increasing airport capacity management and operations (including ATC, A-CDM, TAM and PBAM).

Synopsis: Aviation stakeholders are working hard to transform customer service and the passenger experience, to make it the best it can be. Passengers expect personalised information and a seamless flow: from home or office, ground transportation to the aircraft on one side, and the aircraft back through the airport, ground transportation to home or office on the other. Digital technologies will enable airports and airlines to meet these challenges; digital transformation, the implementation of new technologies and the integration with existing technologies help improve processes and services to deliver a better experience to the passengers and customers.

Synopsis: Border control has always been one of the most important funnels in processing passengers at airports. Ten years since its inception, Frontex is available to explore opportunities for collaboration with EU airports and air carriers with a mutually beneficial approach. Frontex would like to carry out an operational analysis of problems/opportunities to identify common objectives and synergies to solve daily challenges faced by field managers operating at airports in quality of border guards and transport industry representatives.

Synopsis: Gatwick, the busiest single-runway airport in the UK, had to solve problems such as limited space and capacity in order to stay competitive. In the first phase, construction work and dedicated process automation were their focus. After optimisation of bag drop and queue management, the next phase is to optimise the passenger journey through the airport itself, replacing various access tokens with a single biometric token. To achieve these aims, the existing processes have to be harmonised and synchronised. This allows Gatwick Airport to provide its customers with a smooth, optimised passenger experience by leveraging biometrics and other new technologies in the future.

Synopsis: Gatwick’s sustainability strategy, Decade of Change, was launched in 2010, shortly after the airport came into independent ownership. The strategy includes ambitious targets for 2020 on 10 key topics including energy, water, waste, carbon, air quality and public transport use. The strategy is being implemented alongside Gatwick’s 10-year £2bn investment to transform the passenger experience and operational efficiency. This, together with the airport’s robust EHS and asset stewardship culture, has empowered teams across the business to identify and deliver both innovative and incremental ways to meet the Decade of Change targets. As a result, by 2015 Gatwick had reduced its energy, water and waste footprint to mid-1990s levels, even as passenger numbers have doubled since that time.

Synopsis: Gatwick and Heathrow competed for the UK Government’s permission to build a new runway in the southeast of England. Now that the decision has been taken, learn from a joint presentation by Gatwick’s Development Director and Gatwick’s Development Partner about how the airport is proceeding with the next 10 years of development to address its continuing growth strategy.

Synopsis: As part of YYC’s commitment to Grow the Hub, together with our partners we introduced the YYC LINK on 31 October 2016. YYC LINK – an internal transit system unique in the world – is an entirely new way of moving through airports, designed to minimise connecting times between terminals to maximise the time travellers have to enjoy YYC. Our team conceived and designed the system, complete with custom vehicles, a dedicated right of way and custom passenger stations. This presentation will focus on the development, implementation and operation of passenger-related infrastructure, and how it impacts the passenger experience at YYC.

Synopsis: Airports face all manner of emergency situations, some of them due to natural causes, others man-made. This panel explores three case studies: the impact of volcanic activity on an airport in Costa Rica; the effect of the 2015 wildfires in Alberta and how the airport became a centre for relief efforts and community recovery; the freakish story of an airport in Portugal, which literally lost its terminal roof in a storm. Finally, the panel will explore the modalities needed for a command centre to stay on top of emergencies.

Synopsis: Airports are always interesting, dynamic and full of life. But globalisation has made them more similar to each other. And all of them are like modern shopping malls. The operating world is by itself amazing, but the charm of aviation is lost at the beginning of its story. Medium-sized airports can combine the two with a breathtaking result for the passenger experience. Stylish, modern environments may be used for operating processes that bring the passengers closer to the aircraft, in a world full of fashion and innovation, but still sprinkled with magic dust.

Synopsis: Car parking fees are still the biggest income generator for most airports, but with the arrival of autonomous vehicles and car sharing schemes, the need to park a car at the airport will be significantly reduced. In turn, public transport providers, especially airport rail operators, will have to compete with on-demand door-to-door transportation companies. This presentation will look at what opportunities there are for airports to reform their ground access strategies to improve customer experience and in turn generate alternative revenue streams.

Synopsis: The presentation will outline GMR Airports' history and growth as an operator of major airport assets, and the company's plans for the future.

Synopsis: Our five senses provide the raw data on which we base our 'experience' of spaces. In an attempt to improve passenger experience and revenues, airports have increasingly focused on entertaining passengers and making the environment more comfortable. But are the right things being done or have we created too much noise? Many airport environments have become incredibly stimulating – some might even say unpleasant due to excessive noise and environmental clutter, which interferes with wayfinding and communication, and may increase passenger stress. How can we use sound to shape and improve the passenger experience, and improve non-aeronautical revenues?

Synopsis: The footprints of airports have expanded considerably in recent years; passenger journeys are now home to home. From self-check-in to the potential of off-site checked bag drops and more, the landscape is changing rapidly. What role does IT play in ensuring a robust passenger experience in this new reality? What are some examples of how IT solutions can improve the home-to-home journey? What are the challenges to implementing these solutions? And most importantly, what are the benefits for the airports that get it right?

Synopsis: Toronto Pearson Airport and IDEO have been working together for the last few years to transform Toronto Pearson to become a world-class airport. We would like to share with you some of the journey we have been on, the lows and highs, and where it has taken GTAA to date. This is a presentation about harnessing the power of Toronto Pearson's 40,000 employees across multiple stakeholders towards one common purpose: the positive impact the airport can have on its passengers, its customers, and ultimately its business performance.

Synopsis: Toronto Pearson International Airport is Canada’s largest airport, with more than 40 million passengers annually. It is North America’s top-ranked international airport, currently thirteenth in the world. The Greater Toronto Airports Authority’s strategic vision is to be the best airport in the world. An example is the $250m Terminal 3 Enhancement project, a well-planned programme designed to make the passenger experience from kerb to gate seamless and stress-free, bringing our 'Passengers are our Passion' mission statement to life. Let us share this journey of the past three years with you today.

Synopsis: As one of the world’s leading airports, further development of Heathrow Airport remains vital to maintaining the UK’s place within the global economy. Setting a new benchmark for sustainable infrastructure, there are ambitious plans to create an airport that is skilfully integrated within the communities it serves, but also retains an authentic and uniquely British sense of place. This presentation will examine Grimshaw’s latest design concepts, based on key insights and future trends, which will further raise the bar for terminal design at Heathrow as it continues to deliver an affordable yet outstanding passenger experience.

Synopsis: The presentation will offer a general view of ADP main projects through architecture and project management issues.

Synopsis: Greater Roissy, just like many airport areas, enjoys strong economic growth and job creation. The issue is that the local population has insufficient access to these jobs for sociological reasons. An innovative tool has been created to better match companies' requirements and inhabitants' profiles. It is a consortium of public and private players – local, state and regional. It will provide: an analytical and prospective analysis of skills and qualifications, a place to provide inhabitants with guidance on training and careers, work-linked vocational training programmes teaming up vocational institutions and companies, new training programmes based on digital tools.

Synopsis: Aviation stakeholders are working hard to transform customer service and the passenger experience, to make it the best it can be. Passengers expect personalised information and a seamless flow: from home or office, ground transportation to the aircraft on one side, and the aircraft back through the airport, ground transportation to home or office on the other. Digital technologies will enable airports and airlines to meet these challenges; digital transformation, the implementation of new technologies and the integration with existing technologies help improve processes and services to deliver a better experience to the passengers and customers.

Synopsis: Developing an outstanding welcoming attitude at the airport is a key issue to improve customer experience in Paris. This not only concerns Groupe ADP staff but also all the airport community, as 95% of the contacts are with external staff. Among other initiatives, Paris Aéroport has launched a customer attitude programme to differentiate and embody the image of our airport. Our aim is to develop a caring and personalised relationship with our customers at every contact point throughout their travel experience.

Synopsis: The presentation will outline a new service offer adapted to the needs of disabled and PRM passengers. The standard of service is contingent on stakeholders' costs constraints.

Synopsis: Mexico’s aviation sector growth has increased dramatically, on the shoulders of Latin America’s most healthy economy. NAICM Phase 1, a single-build programme featuring a four-concourse mega-terminal, is structured to support dynamic growth across diverse sectors. The programme calls for simplicity, sustainability, profitability and great flexibility. Innovative architectural, structural, life-safety and construction strategies have been developed to meet the challenges of fast-track imperatives and support the project’s long-term vision.

Synopsis: A comprehensive review of integrated experiences, measures enforced and future developments in providing security against terrorism at airports.

Synopsis: How to differentiate as an airport and create a unique passenger experience

Synopsis: The presentation will focus on layered security solutions that, when coordinated effectively, can deliver significant improvements in the airport's ability to deter, detect and defend against landside security threats and acts of unlawful interference of the Security Restricted Area. The presentation will highlight some conceptual suggestions as well as aspects of the plan that are currently part of HIA’s proof of concept delivery plan. The objective of the presentation is to present practical and deliverable suggestions that can improve security levels at our airports, as well as technical or infrastructure-led initiatives that can significantly reduce the risk.

Synopsis: The presentation will focus on one of the key topics regarding airports, which is punctuality. To achieve punctuality, many different airport operations and processes need to align, which is a task for everyone. The fourth industrial revolution is a useful support to achieve punctuality; however, the responsibility and commitment of each department are even more important. The presentation will demonstrate some measures that Hamburg Airport has implemented to improve punctuality, and how to make stakeholders aware that this is a shared responsibility. The key for punctuality is good communication, clear structures, supporting technologies and sometimes simply common sense.

Synopsis: Recent advances in design technology, including parametric modelling and computational design, now provide airports and designers with unprecedented capabilities. These tools have saved millions of dollars in construction cost and sped up portions of the design process by more than 70%. This presentation will describe the modernisation project at Hartsfield-Jackson Atlanta International Airport’s Domestic Terminal, which is one of the first components of its recently announced US$6bn capital plan. By having access to more information about more options very early in the design process, the airport and design team could better focus on minimising operational impact and improving passenger experience.

Synopsis: People are attracted to great cities not great jobs. To attract high-value tenants to airport commercial precincts, owners and operators need to look at great urban design and not just architecture as a means to create amenity, identity and community. What lessons can be learned from urban design and city planning, and how can they be applied successfully to transform ‘placeless airports’ into great airport places? Places where people and businesses want to be.

Synopsis: Providing effective and sufficient infrastructure is a challenge for airports worldwide. Retaining operational flexibility while growing passenger numbers can be severely constrained by the available footprint. Heathrow Airport has been looking to deliver additional make-up capacity through reviewing operational processes, adopting innovative approaches and making better use of existing infrastructure. Arup has been working in close collaboration with Heathrow Airport on this initiative and will reflect on their solutions: for example, the introduction of new ways of working, such as compressed or batch building combined with the supporting infrastructure to future-proof Terminal 5.

Synopsis: Each panellist will share the two or three 'silver bullets' they discovered while leading the implementation of A-CDM in Amsterdam, Geneva, Dubai, Singapore, Viracopos and other airports that embarked on the A-CDM journey. The audience and panellists will then have the chance to challenge and question each other on these global A-CDM best practices.

Synopsis: As one of the world’s leading airports, further development of Heathrow Airport remains vital to maintaining the UK’s place within the global economy. Setting a new benchmark for sustainable infrastructure, there are ambitious plans to create an airport that is skilfully integrated within the communities it serves, but also retains an authentic and uniquely British sense of place. This presentation will examine Grimshaw’s latest design concepts, based on key insights and future trends, which will further raise the bar for terminal design at Heathrow as it continues to deliver an affordable yet outstanding passenger experience.

Synopsis: Following the UK Government’s decision on runway expansion, Heathrow Airport and Arup are working together to refine and develop the baggage masterplan. The presentation will set out our latest thinking on the next steps in delivering the masterplan at Heathrow. In particular we will look at baggage options for the next phase of Terminal 2 – a key step along the path to maximising Heathrow’s capacity. We will share some of our insights arising from previous baggage projects and operations, and explain how these, together with ambitious objectives for the future, will shape the baggage service at Heathrow.

Synopsis: The presentation aims to explain the history of Heathrow, the role the airport plays within global aviation and the UK economy. It will explain the political and legal process of getting a decision from the UK Government to expand, the process required to design and build a new airport, and the challenges expected along the way. Finally it will provide a view of what an expanded airport will look like and achieve as an icon of global aviation.

Synopsis: Explore the decade-long transformation of Heathrow Terminal 4 in a presentation that will transport you from a terminal designed for a single airline in the 1980s to today’s 21st century hub now enjoyed by 9.5 million passengers annually and home to 37 airlines. From significant refurbishments to extensions and major system upgrades, hear how Heathrow’s teams have collaborated to safely maintain the terminal operation during intrusive improvements, and how Heathrow responds to the challenges of historical infrastructure in a landscape of changing requirements and evolving passenger expectations.

Synopsis: The presentation will cover the new and exciting concept of inline runways. This concept was considered by the UK Government as a possible option for Heathrow. The background will be explained along with how they work, safety considerations, impacts on local communities, the advantages and which airports could benefit from this type of innovation.

Synopsis: Supporting economic growth and connectivity, Vietnam is creating a new international gateway for its strategic location in Asia. 35km from Ho Chi Minh City, the Long Thanh International Airport programme redevelops a rubber plantation into an aviation facility ultimately capable of 100MAP. This competition design for the first passenger terminal of the airport illustrates a 25MAP, international/domestic facility. A highly rational airside and terminal plan, clothed in romantic, regional expression, provides intuitive passenger movement and dynamic spatial character. The design supports an integrated, non-aeronautical revenue development programme, flexibility, operational efficiency, multi-modal access and a culturally, contextual passenger experience.

Synopsis: The presentation will explain how the border control system of Hong Kong has developed and evolved to become a comprehensive and reliable automated management system to optimise daily operation throughputs and ensure smooth service delivery at the control points of the Hong Kong border, one of the busiest borders in the world.

Synopsis: LaGuardia Airport has been the focus of redevelopment for many years. In 2015 the Port Authority of New York and New Jersey selected LaGuardia Gateway Partners (LGP) as preferred bidder for the Terminal B redevelopment. The project delivery strategy is structured as a public/private partnership, pairing developers, financiers, builders, architects and engineers with the public sector. The mission is to redefine the LaGuardia Airport experience and deliver a world-class airport. This session will present the project, discuss the internal P3 team dynamic, and address the importance of collaboration and teaming with the public sector.

Synopsis: Recent advances in design technology, including parametric modelling and computational design, now provide airports and designers with unprecedented capabilities. These tools have saved millions of dollars in construction cost and sped up portions of the design process by more than 70%. This presentation will describe the modernisation project at Hartsfield-Jackson Atlanta International Airport’s Domestic Terminal, which is one of the first components of its recently announced US$6bn capital plan. By having access to more information about more options very early in the design process, the airport and design team could better focus on minimising operational impact and improving passenger experience.

Synopsis: LaGuardia Airport has been the focus of redevelopment for many years. In 2015 the Port Authority of New York and New Jersey selected LaGuardia Gateway Partners (LGP) as preferred bidder for the Terminal B redevelopment. The project delivery strategy is structured as a public/private partnership, pairing developers, financiers, builders, architects and engineers with the public sector. The mission is to redefine the LaGuardia Airport experience and deliver a world-class airport. This session will present the project, discuss the internal P3 team dynamic, and address the importance of collaboration and teaming with the public sector.

Synopsis: With constant growth in passenger traffic on the one hand, and infrastructure constraints on the other, airports need to rethink the sustainability of their current approach to passenger processing. This presentation describes HKIA’s vision for a fully automated passenger processing terminal, as a way of addressing this key operational challenge. HKIA has recently introduced cloud-based mobile check-in units. Designed to optimise the check-in process by combining full check-in capabilities with document verification checks, the solution has been proved to reduce passenger processing time by 35% and free up additional space throughout the terminal.

Synopsis: Across the globe, clients are increasingly choosing to manage their capital investments using the tools and techniques of Program Management. This presentation sets out an approach to implementing program controls on major airport programmes, within the Program Management approach. Major programs are complex enterprises; they expose the client organisation to significant business threats and, conversely, offer benefits that can transform markets. The successful application of programme controls teams, tools, processes and procedures are fundamental to the ability to successfully deliver through all phases of the programme lifecycle. The presentation will illustrate globally demonstrated aspects of implementing program controls.

Synopsis: Houston Airports has made immense progress with understanding who its customers are and what their needs are, via innovative use of big data (credit card transactional data and parking licence plate captures, yielding buyer and parker psychographics). It has also 'cracked the code' of its customer satisfaction research to prioritise the most powerful drivers of satisfaction, and has developed a research-based passenger hierarchy of needs. Job one was to improve the digital experience, which HAS did by jettisoning its eight-year-old non-mobile-responsive website and building a new customer-centric website that is so mobile-responsive that users call it an app! fly2houston.com

Synopsis: RFID and baggage seemed to be a never-starting story, until Delta Air Lines implemented RFID across its network in 2016. This prompted massive interest in RFID and baggage, demanding that the industry revisit the area to review the possible benefits of the technology. Join this presentation if you want to understand why this subject keeps coming back to the industry, how RFID could benefit the industry financially, saving US$3bn over seven years (as per the SITA/IATA Business Case) as well as improving baggage operations and service to passengers.

Synopsis: Developing a new $270m passenger terminal to replace 40-year-old facilities using project finance and direct negotiation with an investor can raise many challenges. However, early engagement and a high level of transparency between all stakeholders enabled development of a bankable collaborative solution that met the needs of everyone. The joint presentation between IATA and Mott MacDonald sets out the steps that were followed as a model for development of smaller airports needing external support.

Synopsis: Under the Smart Security programme, IATA and ACI are working closely with industry and government to define, test and evaluate the next generation of airport security checkpoints that combine strengthened security with greater operational efficiency and a better passenger experience. Several of the trial concepts are now permanently installed and fully operational, and research into the second wave of Smart Security solutions is well under way. This presentation will give you a glimpse of what is considered state of the art today, what’s next, and how we expect security checkpoints to further evolve in the next five to 10 years.

Synopsis: Airport infrastructure in many regions is or will be capacity challenged, with an estimation that passenger growth will double by 2030. Technology together with enhanced passenger processes are needed to provide passengers with a seamless, safe and secure journey.

Synopsis: Low-frequency and high-impact events are often hard to predict and can result in truly catastrophic outcomes. These events may materialise in the form of a terrorist attack, a natural or man-made disaster or a cyberattack. The objective of this joint IATA-BeST presentation is to introduce a case study in which, through using a computerised war-gaming platform, IATA was able to analyse its crisis management processes. The case study will introduce how use of cutting-edge platforms enables an effective and efficient process while maximising results, enabling the organisation to quickly achieve its learning objectives.

Synopsis: Airport infrastructure will be capacity challenged, with passenger numbers estimated to double by 2030. Technology is the viable option to help enhance the passenger process. This presentation will demonstrate how the common-use environment can help support the capacity growth with flexibility.

Synopsis: 'Enhancing the passenger experience' often focuses on innovative new commercial offerings, airport branding, sense of place and digital engagement. All of these elements are important. But what is the top passenger complaint today? Long queues, long wait times and long distances to walk. The first priority is the efficient flow of passengers through an airport. How do you integrate information into the passenger journey and airport operations? It takes a fundamental change in mindset, operational processes and organisation. This joint ICF and CPH presentation presentation includes case studies from Copenhagen Airport and US airports demonstrating how these concepts have been successfully implemented.

Synopsis: Toronto Pearson Airport and IDEO have been working together for the last few years to transform Toronto Pearson to become a world-class airport. We would like to share with you some of the journey we have been on, the lows and highs, and where it has taken GTAA to date. This is a presentation about harnessing the power of Toronto Pearson's 40,000 employees across multiple stakeholders towards one common purpose: the positive impact the airport can have on its passengers, its customers, and ultimately its business performance.

Synopsis: We will explore the distinctive style of Istanbul New Airport in terms of the duty free, retail and F&B experience.

Synopsis: The Istanbul New Airport will be a greenfield airport development that aims to capture the unique spirit and character of Istanbul. The New Grand Terminal allows us to create the world's largest terminal under one roof, designed to cater for 90mppa when opened and capable of expanding to cater for 120mppa. This in itself represented the greatest design, engineering and construction challenge while applying our guiding principles for a successful terminal project, including passenger comfort, operational efficiency, intuitive wayfinding, flexibility, adaptability and realising the project on the required tight schedule. This is no longer a dream.

Synopsis: This presentation will explain how to manage customer complaints, with the best practice of Incheon Airport.

Synopsis: Border control systems form part of a complex set of technology at the airport. Increasing security demands and volumes of passengers increase the need for smarter, more effective technology solutions and are driving important innovation. Mobile solutions are increasingly entering the scene. The presentation will describe the range of solutions that are being used, and what may be coming up next.

Synopsis: A-CDM milestones are insufficient to monitor all activities from different processes involved in the turnaround. INTERACTION is a FP7 project where one of the developed solutions is a centralised turnaround information management platform, focused on integrating information from different airport processes (aircraft, passenger and baggage), which will increase information sharing between all involved stakeholders, providing an improvement in common situational awareness, increasing the predictability of airport operations in real time and helping airlines and airport operations take better decisions when one task steps out of schedule.

Synopsis: Airport Operators, Airlines, and Security personnel focus continues to be on the enhancing the passenger experience while making the journey from curbside to aircraft as comfortable as possible. The lack of employee focus has resulted in breaches as insider threat occurrences resulting from disgruntled employees malicious acts rises. This presentation focuses on warning signs that airport operators and tenants can glean from the access control system to mitigate threats. It also looks at the evolving guidelines from RTCA Special Committee 224 for Airport Security Access Control Systems.

Synopsis: Recent advances in technology provide the possibility for optimised allocation of meet and assist/PRM agents using beacon technology. Since handling of PRM is labour intense, and travel times are difficult to predict, it’s often a challenge to assign the closest agent to a passenger due to the agent’s missing position information. Resource management solutions can locate agents using the airport’s iBeacon infrastructure and fulfil two mission-critical aspects: task allocation can be optimised in real time based on the latest known passenger and staff location; other stakeholders can benefit e.g. through warnings about delayed arrivals at the departure gate.

Synopsis: The airport construction industry is booming for various reasons, such as the increase in passenger and cargo traffic, upgrading infrastructure and expanding hub airports. According to the CAPA Airport Construction and Capex database, US$385bn of airport projects are in progress globally. Airport technology is moving rapidly. One difficulty that all of these airports share is implementation of the latest technologies that would benefit them in terms of their passenger experience and financial returns. Clients, consultants and contractors have to work closely and increase their efforts for the sake of better application of airport technology.

Synopsis: Infraero, the primary operator of commercial airports in Brazil, manages over 60 airports. In 2010, the government adopted a concessions model to expedite facility improvements. To support the capacity planning at these airports, and in partnership with USTDA, technical assistance was provided to Instituto Tecnológico de Aeronáutica to develop and present appropriate methodologies for calculating terminal capacity. Using six case study airports, this presentation will highlight these methodologies and illustrate their successful application to Brazilian airports. Spreadsheet and simulation modelling tools were explored and employed on a case-by-case basis to inform capacity enhancement recommendations.

Synopsis: In researching factors that put an airport in a class of its own, it has become apparent that there are some common areas that can be benchmarked. Not only will the factors that contribute to world-class status be identified, but key performance indicators supporting those factors will be outlined as well.

Synopsis: This panel discusses the often difficult challenge of meeting capital efficiency targets, managing cost pressures and achieving operational requirements with the evolving imperative of delivering a comfortable, flexible, engaging terminal environment for our customers that optimises commercial revenues.

Synopsis: This panel will discuss the ways in which airports are positioning themselves from a brand perspective and how, when done well, this is filtering through to every aspect of the customer journey, and positively impacting commercial outcomes.

Synopsis: Keflavik International Airport will handle almost seven million passengers in 2016. Passenger numbers have grown by 200% in the last five years, yet the airport maintains a high level of service and good customer experience. Preparations are being made for the airport to reach 15 million passengers before 2040. Through an open dialogue, the airport has been able to reach clever design and planning solutions based on input from interested parties. A new masterplan has been completed with stakeholder engagement as a core component. There is active participation and commitment to achieve an efficient, cost-effective plan that maintains the airport's current competitive edge.

Synopsis: Keflavik International Airport will handle almost seven million passengers in 2016. Passenger numbers have grown by 200% in the last five years, yet the airport maintains a high level of service and good customer experience. Preparations are being made for the airport to reach 15 million passengers before 2040. Through an open dialogue, the airport has been able to reach clever design and planning solutions based on input from interested parties. A new masterplan has been completed with stakeholder engagement as a core component. There is active participation and commitment to achieve an efficient, cost-effective plan that maintains the airport's current competitive edge.

Synopsis: The presentation will share with attendees the very important role of IT in the planning and building of the new international airport, Ramon, in the south of Israel. The project faced a series of exceptional challenges of integration of the construction project and the establishment of critical ICT systems to enable the operation of the new airport. There will also be discussion of how to deal with new technologies and innovation in the face of accumulated experience and knowledge of the existing working systems.

Synopsis: An airport’s relocation from an old to a new facility requires there to be two sets of ICT systems for a short period, while the old one is operational and the new facility is up and running for trial period. Procurement and operations efforts for two sets of ICT systems might present a painful challenge. In this presentation, IAA and Liacom will introduce a concept and a case study in which one set of ICT systems supports flexible configurations: redundant system for either the old or the new facility; split configuration of non-redundant systems at each facility.

Synopsis: We consider the design, development and operational challenges of the recently commissioned Heathrow Energy Centre. As part of the construction of Terminal 2, an approach was needed that aligned with a corporate commitment to carbon reductions while meeting environmental conditions from the local authority and environmental regulator. Identifying technically feasible and commercially viable options for low-carbon heat and power was fundamental, although delivering an innovative solution in a constrained location was never easy. The commissioned solution involves a woodchip biomass-fuelled boiler supplying an Organic Rankine Cycle combined heat and powerplant supported by an absorption chiller.

Synopsis: This presentation will focus on innovative trends in the future of asset management for airport terminals, and integration with capital development programmes. Airports worldwide are making significant investments in new development. A strategic approach is needed for renewal of existing terminal facilities, as well as for sustainable design of new terminals targeting improved economic and environmental performance. This presentation will outline strategies to integrate asset management with capital development programmes and sustainability initiatives for improved economic and environmental performance. Exciting trends for predictive maintenance will be described, such as characteristic metering and greater data analytics with artificial intelligence.

Synopsis: What are the key elements of sustainable asset management? How can sustainable asset management improve financial and environmental performance? What is the business case justification for sustainable asset management? How can sustainable asset management be linked to capital development programmes? What data metrics and analytics should be used to improve energy efficiency?

Synopsis: This deliberately thought-provoking piece is presented as a retrospective review of aviation in 2050, and speculates how UK, European and global policies developed in reaction to Brexit, capacity and security needs, the environment and new technologies. The presentation plots 50 years of work with BAG/ACC encapsulating the highs and lows of the last half a century of UK and global aviation. This paper will deliberately touch on some of the most pressing issues for our industry in the context of an intriguing vision of the future.

Synopsis: Passengers are not the only customers. Airlines are also an airport's important customers. To be the airport that is most favoured by all airlines, Haneda puts great effort into meeting their demands. The presentation will focus on business development and approach for airline companies.

Synopsis: In our business policy, we pledge to operate passenger terminals with customers placed first in the pursuit of convenience, comfort and functionality. Following the slogan of 'Customer First', which gives top priority to customer satisfaction, we want every visitor to our terminals to feel peace and happiness. All of Haneda's employees work together to provide services that impress customers with experience beyond satisfaction. In this presentation we will explain our efforts in pursuit of customer satisfaction at Haneda Airport.