Synopsis: For many years, aviation security was targeted by terrorists using different forms of unlawful interference. Among these forms of terrorism, aircraft hijacking, bombing and sabotage were the most common and attractive targets. Although airports were not immune from acts of unlawful interference, they did not historically constitute a priority or a valuable hunting ground for terrorists. However, in recent years bombing airport facilities, particularly the landside areas, has become more of a trend. Through this presentation, we will highlight the main driving factors of this threat, possible countermeasures that can be deployed and their impacts on travel.

Synopsis: Seemingly disconnected interactions between the terminal and airfield affect the passenger experience at the boarding gate. We will review the key drivers, trends and challenges faced when trying to create the best possible passenger experience at the boarding gate. Are there downsides to designing for maximum flexibility and should airports be designed from the inside out starting with the boarding gate?

Synopsis: Oman has a proud history of navigation and transportation. Oman Airports Management Company is building on this legacy and continuing to grow Oman’s gateways to beauty and opportunity. Our Strategy 2020 sets a clear direction and roadmap, and ensures that our ambitious goals will be achieved.

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: 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 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: 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 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 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: 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 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: 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: The new Satellite Terminal at Munich Airport Terminal 2 opened in April 2016, giving Terminal 2 additional capacity for 11 million passengers. The presentation will discuss how the commercial requests were integrated into the planning process, how the interior fitting was accomplished and the lessons learned from a commercial perspective one year after the opening.

Synopsis: In last year’s presentation, Munich explained the relevance of waiting measurement to ease the main challenges at MUC. Furthermore, the output of the SensoMuc System was demonstrated, mainly in terms of staff management and increased customer satisfaction. Based on these insights, this year’s presentation aims to demonstrate the impact of the collected data on neuralgic process points, passenger tracking and guidance. The core focus is the wide possibilities of advanced data management and its impact on overall performance at Munich Airport.

Synopsis: We live in a world of uncertainty. It is changing rapidly, often without warning, and becomes more complex after every incident. Increasingly, lessons learned from the past are less useful as guides for the future. In aviation we face old threats in new guises, such as terrorism, but new threats are also looming on the horizon, including cyber threats. How do we deal with them?

Synopsis: Hear how LaGuardia Gateway Partners is reimagining Central Terminal B at New York City's LaGuardia Airport – a world-class city deserves a world-class airport. With a focus on great customer service, LGP is building a state-of-the-art facility with a sustainable design that will bring the airport into the 21st century and become the new standard – not only for New York City but for airports everywhere.

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: 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: 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: 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: 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: In an industry where low-cost airlines are rapidly gaining market share versus the global legacy carriers, we will present how Malpensa Terminal 1, after three years of revamping work, will stand out as a good example of retail and F&B proposition aspiring to meet the new and changing needs of long-haul and affluent as well as price-sensitive travellers.

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: The aviation industry is turning to customer experience to stay ahead of the competition and attract new passengers. The dominant role of new digital technologies as levers to offer passengers a comfortable and satisfying journey is key to this transformation. However, the current (mis)understanding of digital transformation frequently results in a linear transition of complex and often inefficient processes into the digital world. The presentation will show the potential of using of new technologies to facilitate, rethink and fundamentally redesign processes. By challenging assumptions, it will show how digital transformation will reduce complexity, cut costs and deliver customer 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: 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: 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: This session will explain how Swedavia is trying to adapt to the new digital reality in the world – a world where things happen quickly, new technology keeps emerging and the competitive landscape is ever changing. IT development at Swedavia IT has been and is very traditional, with long decision times and sometimes a lot of scope creep and unclear business effects. Swedavia has been trying to mitigate this by better follow-ups, routines and methods, and by recognising that an alternative way of delivering IT is needed for smaller initiatives and proofs of concepts. This fast and experimental new way of working is called the Function Factory and is based on the lean startup methodology. Initiatives that previously took months to just get started (if they ever got that far) now get started and get carried out in a matter of weeks. Hear how the Function Factory was developed, how it works, a few examples of what has been delivered and the plans for the future for our new superpower.

Synopsis: The presentation will focus on the OCS Challenging for Change report and will discuss initiatives already introduced across UK airports for passengers with hidden and visible disabilities

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: Passenger comfort and wellbeing are relevant for a relaxing and successful experience at the airport. Excellent indoor air quality plays an importance role in that aim. Efficient outdoor and indoor air treatment together with low energy use in that process is like squaring the circle. Innovative air cleaning technology such as dynamically controlled ionisation combines these goals in the most elegant and sustainable way. Excellent outdoor air treatment, reduced indoor air pollutants and odours, together with high levels of hygiene, are the effects of this rising technology, which is already in place in leading airports.

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: 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: Seattle-Tacoma International Airport has recently completed one of the nation's first airport masterplans that fully integrates sustainability into the planning process. Sea-Tac Airport, the fastest-growing airport in North America, is faced with the challenge of meeting cargo and air transportation needs for the region, and doing so in the most sustainable manner practicable. Learn more about the approach to taken, the challenges faced, and the lessons learned on this groundbreaking airport masterplan. The airport will co-present with the consultant who prepared the Sustainable Airport Masterplan.

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: 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: 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: Islamic State is placing increasing emphasis on targeting the West and other regions outside the Middle East. The group is seeking to show continued momentum in its battle for supremacy over Al-Qaeda, as the latter's caliphate in Iraq and Syria is steadily lost. This will involve increasing emphasis on high-profile attacks, and its targeting of aviation will rise as technical expertise is spread from its core areas. In response, Al-Qaeda will seek to use its own residual capacity to target airliners, in an attempt demonstrate its continued relevance and to capitalise on Islamic State's difficulties.

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: There is generally limited consensus on what constitutes an 'airport city', but in reality there are a number of criteria that can be designed for and measured against to determine if a project is actually a city, supporting the airport operations, but also bringing all the value that a typical urban environment brings. This presentation represents global research and benchmarking, as well as performance modelling to determine how to design and implement the highest and more comprehensively performing districts that find themselves contiguous to, or extremely proximate to, the airside operations of an airport.

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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: As cities expand more and more, the notion of a singular city centre is becoming outmoded and obsolete. Instead, new off-centre civic places are developing in the form of mega-airports designed to house civic spaces akin to the Agora of Athens, ‘a place where Ancient Greek democracy first came to life’. These airports project an expression of a country's forms of commerce, and its social and cultural tendencies. This presentation will use Abu Dhabi Airport as a recent example of this idea, and will touch on the opportunities and challenges in designing such buildings.

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: 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: 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: 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: 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: Airlines have developed their brand appeal for decades, focusing on the subtle appeal of their heritage and their service standards, etc. The airports of the world have yet to capture this loyalty, but how far can they travel in this direction and what are the rewards? In particular, can passenger terminals make a significant impact on airport loyalty?

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: 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: 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: 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: The discussion will examine the steps to take to ensure governmental support, particularly with reference to the European Commission co-funding experienced as a catalyst for the overall implementation of an air-rail project. Moreover, it will focus on the vital role that good governance plays in the success of intermodal projects. The presentation will focus on the railway connection project between Terminal 1 and Terminal 2 as well as the new Terminal 2 station at Milano Malpensa Airport, highlighting the expected operational and access improvements from an airport managing company's point of view.

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 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: 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 Port Authority of New York and New Jersey (PANYNJ) is undertaking the Terminal A Redevelopment Programme to position the airport to meet the needs of passengers and airlines alike in the 21st century. The programme will replace the existing Terminal A building with a new terminal building, and all associated airside and landside infrastructure. New Terminal A will provide an open, modern terminal with ease of access to improve the passenger experience and the efficiency of their travel, as well as flexibility to grow and change with the increasing demands and evolving requirements for air travel.

Synopsis: Following numerous devastating hurricanes/typhoons in the southeast United States in the early 2000s, several US airports created a voluntary network of airport worker first responders. This network was highly successful in responding to four airports including New Orleans following Hurricanes Katrina and Rita in the fall of 2005. This presentation will review the history and lessons learned of the two voluntary US mutual aid networks established. It will also provide an overview of how to create and sustain a regional mutual aid network, the advantages, the legal obstacles, the political challenges and the costs associated.

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: A discussion on technology advancements we have put in place to improve the existing LaGuardia Central Terminal Building (roadway traffic flow, passenger engagement and improved passenger experience using camera and beacon technology). What our vision and technology plans are to create a world-class airport for New York. Creating a common-use passenger processing terminal. An overview of how we are going to achieve this through phasing and how we will bridge the gap from the existing terminal to the new LaGuardia Central Terminal Building.

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: 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: Venice International Airport represents a major infrastructure, which has witnessed relevant growth in recent years due to the introduction of new routes. While expanding the number of passengers, the airport has started the process of refurbishment and 100,000m2 extension of the terminal, which will transform the facility into a state-of-the-art international airport. While doubling in size, the project presents a unique advantage by preserving the local identity, already inherent in the strong character of the existing airport. By the beginning of 2017, the first lot will be completed and connected to the water terminal.

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: New (digital) technologies and passenger behaviour have a significant impact on airport media. This presentation will offer an overview of the opportunities and threats for the media revenue stream at airports.

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: 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: As new threats to aviation assets are discovered, new technologies are constantly being developed to thwart these developments. But at what cost, and how quickly can they be brought to market and be incrementally more effective while common standards throughout the EU and the rest of the world are constantly changing? This roundtable of explosives detection equipment manufacturers and industry experts will discuss the journey through the regulatory and acquisitions process, and the nuances of bringing new capabilities to fruition, from theory to development, testing and implementation.

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: 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 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: 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: Providing your passengers with relevant and satisfying customer experiences requires that you manage a series of complex processes: capturing a variety of data from different systems, appending information from social media and mobile devices, and capturing physical and digital interactions contextually. Bringing together this fragmented data provides better customer insight, which enables better integrated decisions by your marketing, operations and customer service teams to support the customer journey. This in turn allows you to deliver customer experiences that are relevant to the customer and profitable to your company.

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: As airports and airlines strategically move from 'borrowed' 'cops on the kerb' to 'Airport of the Future', dedicated, AVSEC-trained law enforcement entities are enhancing ever greater collaboration and cohesion with facilitation and intelligence entities. This presentation addresses factors critical to developing a strategic roadmap for AVSEC-dedicated professionals and their stakeholders to model 'AVSEC of the Future'.

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: Historically airports and terminal operators felt that maximum efficiency and cost savings could be obtained by tendering a RFP each time an important AOS solution approached end-of-term. However, we feel that a significant paradigm shift has transpired in this arena and that by choosing to grow and evolve collectively with strategic partners – instead of looking to replace them every five years – greater efficiency, stronger and more meaningful relationships and notable costs savings are realised.

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: 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: 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: 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 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: 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: A-CDM delivers benefits to all airport stakeholders and to the network, as EU airports get connected to the NM. The UAE have several busy airports and an increasing amount of overflying traffic. Therefore the network requires accurate traffic predictions from all airports, thus the need for harmonised A-CDM implementation. In the UAE there is no ATFCM yet, although the national NOC implementation is progressing. In the usual proactive way, the GCAA has formed a dedicated A-CDM WG aiming to harmonise A-CDM implementation. The lessons learned and benefits of such an initiative could also apply to other countries and regions worldwide.

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: 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: 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: 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: The 2016 was, unfortunately, a record year for CO2 emissions. The European airports are making a great effort in this field, thanks in part to an incisive initiative of ACI Europe. The involvement of operational management is fundamental, and the economic benefits are significant: the commitment to a lower amount of emissions and improved 'water footprint' (a challenge that will become more and more crucial) must not be separated from daily operations and from investment programmes. Airports could also be 'good catalysts' to support synergistic action with neighbouring territories.

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: Although the technology to fully automate passenger processing exists today, implementations are often fragmented and only address certain segments of the passenger journey. Because of complexities with data sharing, data ownership, lack of industry standards and existing regulatory frameworks, no airport so far has achieved a complete outbound and inbound automated passenger processing integration. Sydney Airport, in partnership with airlines, Australian Government agencies and selected vendors, is now launching a pilot to prove the concept. The implementation will be enhanced by full integration of facial recognition state-of-the-art technology, allowing passengers to travel seamlessly from kerb to gate and back.

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: 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: 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: 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: 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: 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: The presentation will focus on the development of East Midlands into the UK's largest dedicated freight hub, handling 326,000 tonnes of freight per annum. Key points will include: the upcoming resurfacing of the runway and dealing with resulting disruption to air passenger traffic and freight operations, building East Midlands’ profile internationally, evolving to meet new industry and regulatory challenges, and future-planning for expansion to ensure capacity needs are met longer term. The airport management structure’s approach to new ways of working and improving handling capability will also be discussed.

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: 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: 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: The presentation will provide a summary of waste diversion at YVR. YVR has had some great success with its waste programme and will share its process to achieve these results.

Synopsis: Taxis are convenient and important transportation for people. Therefore, providing people with a friendly service and good experience is always a major issue for an airport operator. Taoyuan International Airport Corporation is the main operator of TTIA (duty free shop, restaurants, security etc.) but it is not the legally authorised manager for taxis. Passengers always complain about the quality of taxi management. As a result, we are trying to revise the administrative regulation of this section and expect to offer passengers a better experience and impression than previously.

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: A new $600m+ international arrivals facility is planned for Seattle-Tacoma International Airport (SEA). Its progressive design build project delivery method calls for extensive stakeholder involvement as airport staff and the airlines all have major roles in project validation and design. Stakeholders are integrated with the design build team in a co-located facility. Collaborative processes offer defined roles for adding input, and should help ensure a project with fewer changes orders and lower costs. One unique feature in this project will be a 95ft-high bridge passenger terminal connection over a key taxiway to the new IAF building.

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: 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: Airports have made huge strides in climate change mitigation and adaptation, through schemes such as ACA and EED. However, COP21 and the recent ICAO carbon targets renew the focus on developing and operating low-carbon passenger terminals in partnership with airlines and the wider transport network. The co-presentation covers how the new £1bn Manchester Terminal 2 and Airport City development is addressing climate change, and draws upon WSP's experience in advising on climate strategy for major airport developments including Stansted, Heathrow and Istanbul New Airport.

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

Synopsis: Different passengers have different wayfinding and information needs at different moments. Wayfinding at the airport comprises various physical solutions, such as architecture, spatial layout and signage, as well as digital solutions. How can the wayfinding system be integrally designed so that different passengers intuitively navigate through the terminal? These questions are answered through the context of a new pier and terminal at Amsterdam Airport Schiphol.

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: 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: It is well known that improving the customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport's performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This presentation focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.

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: In today’s world of airports, it is current industry practice to focus on achieving SLAs and developing new facilities around standardised design standards. With this high standardisation across industry, how will you differentiate from your competitors? How can you buy customer loyalty? How well has the voice of the customer (VOC) been incorporated into your airport’s daily operations and strategy? London City Airport has an industry-leading voice of the customer programme, which enhances passenger experience, drives improvement activities and focuses the business on what is important, by integrating the voice of the customer in the holistic airport improvement strategy.

Synopsis: Venice International Airport represents a major infrastructure, which has witnessed relevant growth in recent years due to the introduction of new routes. While expanding the number of passengers, the airport has started the process of refurbishment and 100,000m2 extension of the terminal, which will transform the facility into a state-of-the-art international airport. While doubling in size, the project presents a unique advantage by preserving the local identity, already inherent in the strong character of the existing airport. By the beginning of 2017, the first lot will be completed and connected to the water terminal.

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: 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: 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: Different passengers have different wayfinding and information needs at different moments. Wayfinding at the airport comprises various physical solutions, such as architecture, spatial layout and signage, as well as digital solutions. How can the wayfinding system be integrally designed so that different passengers intuitively navigate through the terminal? These questions are answered through the context of a new pier and terminal at Amsterdam Airport Schiphol.

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 focus on the Capital Programme, highlighting the importance of the programme for Schiphol, the complexity of the coexistence of works that span from airside to landside, an aggressive schedule and a fully operational airport that wants to maintain and improve its position as Europe's preferred airport.

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: 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: 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: How airports can create a distinctive passenger experience and brand by celebrating whatever is unique and special about their city and community. Many of our airport clients are interested in how they can use art, exhibits, interior design, architecture, graphics, live entertainment and other innovative strategies to differentiate their airports and enhance the passenger experience.

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: 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: The AOP is based around the published schedule. Already today airlines are often unable to fly the schedule due to operational constraints (weather, passengers actions, etc.) and technical constraints. Furthermore, ANSPs are also unable to deliver the airport’s plan due to similar constraints. Consequently, resources are not utilised in the best possible way, and performance targets are missed, thus impacting overall profitability as well as customer satisfaction. Given the forecast movement numbers, airports will face more and more capacity constraints. This presentation will explore the benefits of dynamic real-time decision making by using of predictive analysis.

Synopsis: As new threats to aviation assets are discovered, new technologies are constantly being developed to thwart these developments. But at what cost, and how quickly can they be brought to market and be incrementally more effective while common standards throughout the EU and the rest of the world are constantly changing? This roundtable of explosives detection equipment manufacturers and industry experts will discuss the journey through the regulatory and acquisitions process, and the nuances of bringing new capabilities to fruition, from theory to development, testing and implementation.

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: 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: Schiphol is designing and building the first Seamless Passenger Walkthrough, where all touchpoints are integrated. The passengers will only have to identify themselves once. The concept is being implemented at Schiphol (AMS). The first results will be presented, and lessons learned will be discussed with the audience.

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: It is well known that improving the customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport's performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This presentation focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.

Synopsis: When it comes to designing airports, the aerotropolis is one of the most influential development models out there. Yet among airport planners, it’s an open secret that the aerotropolis concept – which looks great on paper – actually doesn’t work very well in practice. This presentation focuses on how we can build on the strengths of the aerotropolis idea, move beyond its shortcomings and update it for the demands of the 21st-century airport. Drawing on research conducted at more than 50 airports worldwide, it then introduces a new people-focused and customer-facing development model called Airport Urbanism, or AU for short.

Synopsis: You want to do WHAT? HERE? NO WAY! Unfortunately, too many airports are afraid to take risks and change their stale, business-as-usual approach. Too often, airport leaders choose to err on the side of caution and simply maintain the status quo. It’s safe, it’s easy, and it’s killing your employees’ morale. In just a few short years, Pittsburgh International Airport has become an organisation built on employee engagement, collaboration and innovation. Discover how this massive culture change has put employees in the cockpit and Pittsburgh International back on the radar as a leading O&D airport.

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 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: The presentation will give an overview of US CBP preclearance and the preclearance mission; an overview of business transformation initiatives that CBP has partnered with the private sector to include existing and new technology; an overview of preclearance expansion and the benefits preclearance affords to passengers, air carriers and airports.

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: 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: 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: 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.

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: TAV Operations Services Company manages non-aviation revenues of 18 airports in eight countries. The TAV Airports Company has created lounges and passport loyalty card programmes, and integrated the airport with travel agencies and online services. It has been innovative in offering Primeclass lounge cards as well as creating The Gate magazine.

Synopsis: Narita International Airport has formulated its next three-year corporate management plan (2016-2018) titled Innovative Narita 2018. With a backdrop of robust travel demand in Asian markets in the coming years, we anticipate further escalation in competition among the major international airports in Asia to attract and welcome new route services to their airports to enrich their networks and connectivity. As competition among airports intensifies, we will push forward with our specific plans to improve competitiveness and secure our position among the leading airports in Asia.

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: 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: Historically airports and terminal operators felt that maximum efficiency and cost savings could be obtained by tendering a RFP each time an important AOS solution approached end-of-term. However, we feel that a significant paradigm shift has transpired in this arena and that by choosing to grow and evolve collectively with strategic partners – instead of looking to replace them every five years – greater efficiency, stronger and more meaningful relationships and notable costs savings are realised.

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

Synopsis: Although setting up a travel blog would typically be the task of the Communications Department, Munich Airport went another way and had the Innovation Management implement this product. Travellers-Insight.com is our B-B content marketing tool to provide our customers and guests with inspiration for their travel planning. Our goal is to become one of the leading German travel blogs within the next two years by giving real and valuable insights, inspiring the reader and providing our airline partners with another marketing tool.

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: 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: 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: 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: 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: 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: 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: Passenger travel behaviour has changed during the last decades due to new security regulations (e.g. liquids) and technological developments (e.g. electronic gadgets). Furthermore, airlines' new products encourage passengers to put all belongings into the carry-on baggage. These aspects have a dramatic impact on efficiency and waiting times at security control. We present a detailed analysis of the development of the passenger hold- and carry-on baggage behaviour. We will show the increasing complexity of the carry-on baggage content and its impact on the screening process. In conclusion, future developments and industrial recommendations will be discussed.

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: 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: 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: 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: 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: There are new vehicles moving in air space: unmanned aerial vehicles, also known as drones. Perimeter security is always based on fences, visual observation and perimeter intrusion detection systems. All these technologies are designed to detect intruders on ground. UAVs are a new threat that could interfere with an airport or aeroplanes landing and taking off. When creating a system of UAV threat mitigation at the airport we need to respect airport specifics. These specific conditions need to be respected even when using our own UAVs for security, safety and emergency purposes.

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

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: 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: 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: Seattle-Tacoma International Airport has recently completed one of the nation's first airport masterplans that fully integrates sustainability into the planning process. Sea-Tac Airport, the fastest-growing airport in North America, is faced with the challenge of meeting cargo and air transportation needs for the region, and doing so in the most sustainable manner practicable. Learn more about the approach to taken, the challenges faced, and the lessons learned on this groundbreaking airport masterplan. The airport will co-present with the consultant who prepared the Sustainable Airport Masterplan.

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: '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: 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: This presentation will detail the community challenges encountered at Minneapolis-St. Paul International Airport when new NextGen aircraft departure and arrival procedures were proposed. It will highlight the development of a new flight track data analysis system developed by the airport to aid in shifting the dialogue from noise to quantifying what has turned out to be one the biggest single greenhouse gas reduction actions at the airport in documented history, in the form of new NextGen aircraft arrival procedures incorporating Optimized Profile Descents (OPD).

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: 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 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: This presentation describes the experience of designing a smart airport architecture for Taiwan Taoyuan International Airport. T3 is one of the major development projects supported by the government's policy of promoting an aerotropolis. Based on construction scale and investment cost, it is the single largest infrastructure investment in Taiwan. The initial planning features of the T3 project include: design capacity of 45 million pax, a whole new commercial service concept, design guideline based on a smart, green and re-culture concept, Terminal 2 and Terminal 3 are connected by MFB to create a mega terminal. The challenge is that we cannot only think of the T3 development but also have to consider the existing terminal operation. Therefore, this paper not only demonstrates how to design a new T3 smart terminal architecture, but also illustrates how to integrate the existing T1/T2 facilities to become a real smart airport in Asia.

Synopsis: This presentation describes the experience of designing a smart airport architecture for Taiwan Taoyuan International Airport. T3 is one of the major development projects supported by the government's policy of promoting an aerotropolis. Based on construction scale and investment cost, it is the single largest infrastructure investment in Taiwan. The initial planning features of the T3 project include: design capacity of 45 million pax, a whole new commercial service concept, design guideline based on a smart, green and re-culture concept, Terminal 2 and Terminal 3 are connected by MFB to create a mega terminal. The challenge is that we cannot only think of the T3 development but also have to consider the existing terminal operation. Therefore, this paper not only demonstrates how to design a new T3 smart terminal architecture, but also illustrates how to integrate the existing T1/T2 facilities to become a real smart airport in Asia.

Synopsis: TTIA is not only working on its hardware facilities but also providing cultural experiences to passengers. Passengers around the world can learn more about Taiwan through specially designed decorations in airport showcases, passenger lounges, carousels and selected corners. In addition to mainstream culture, we collect unique artworks to exhibit more characteristics of Taiwanese customs and lifestyle. TTIA cooperates with artists, art organisations, businesses and local governments to display diverse cultural and artistic experiences.

Synopsis: In March of 2016, Hong Kong International and the Airport Authority Hong Kong launched a programme to implement A-CDM in line with international standards based on the Eurocontrol A-CDM Manual. The two-year programme encompasses everything from establishing the technical platform, to integration with Chinese ATFM and adapting the concept of operations to meet local requirements of all stakeholders. The presentation will cover the implementation programme, and solutions used to meet the requirements of the concept of operations – one of which is driving innovative mobile solutions to help users on the airfield to be more engaged in the A-CDM process.

Synopsis: Comprehensive crisis communications planning is emerging as the way airports manage all their communications, both internal and external, during emergencies and crises. Increasingly, social media is part of the most effective plans.

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: 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: 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: 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: 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 explore the use of technology, procedures, processes, collaboration and basic people skills to deliver a seamless customer experience at the airport. The customer experience will be tracked from home to airport to destination, and focus on the importance of the interface with all relevant airport stakeholders such as CBP, TSA, ground transportation, custodial services, airlines, etc.

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: 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: The presentation will outline CBP’s strategic approach to transforming the travel experience through advanced technology and stakeholder engagement. Key messages/take aways: 1) CBP is an innovative and forward-thinking agency that is leading biometrics at DHS and re-engineering the entry/exit process for travellers; 2) CBP is using advanced technology such as facial biometrics to confirm identity and further facilitate and secure travel; 3) CBP is partnering with key stakeholders in the travel industry, TSA and international partners to transform and strengthen the travel experience.

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 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: Imam Khomeini Airport City Company and NACO are collaborating to align the development plans for Imam Khomeini International Airport with Iran's high economic growth potential. Not only do we consider future development possibilities for the airport itself, but also the economic potential of the surrounding area of approximately 10,600ha and how that can be evolved into a vibrant airport city.

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: Airports have made huge strides in climate change mitigation and adaptation, through schemes such as ACA and EED. However, COP21 and the recent ICAO carbon targets renew the focus on developing and operating low-carbon passenger terminals in partnership with airlines and the wider transport network. The co-presentation covers how the new £1bn Manchester Terminal 2 and Airport City development is addressing climate change, and draws upon WSP's experience in advising on climate strategy for major airport developments including Stansted, Heathrow and Istanbul New Airport.

Synopsis: Marketing research and investigation provides valuable information for Schiphol’s vision to place the traveller at the centre. For this we investigated our traveller’s emotional journey. At what point are we exceeding expectations and where do we have work to do? We’re in the process of changing our strategies based on this information and arranging our organisation accordingly. What concrete steps is Schiphol taking for this transformation and what are the challenges we face? We will particularly look into the Operations Department.

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: Airports and airlines are transforming processes and solutions to meet their customers’ expectations, but are they doing enough? Technology continues to radically change the airport experience, providing choice and giving control to the customer. During this session we will explore the next big IT trends and pilots impacting the passenger journey, ensuring a seamless and memorable experience.

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: 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: 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: 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: Airport success stories about investing in passenger experience quality have shown how this is leveraged to increase revenues. But it has been almost impossible to know how much quality improvements could positively affect airport business. ACI has developed studies showing the relationship between customer satisfaction and commercial revenues. SEA was looking for methodology to set optimum quality level, avoiding unnecessary costs and maximising economic profits. A structure of instant feedback devices to collect customer satisfaction levels, correlated to performance data, shows how to set the correct quality targets, matching passenger expectation, tuning processes daily and anticipating whether the airport is going to reach its yearly goals.