Speaker List 2018

Synopsis: In today’s complex business environment, many projects at airports run off course. The traditional design-driven approach is failing in the increasingly complicated stakeholder field and business environment, and consequently several airport companies are now successfully shifting to a new approach to airport development. Decisive elements of this new approach include focusing on actual needs, preparing for changes, developing airports as holistic systems, creating a ‘top-down’ strategic fit of projects, engaging stakeholders and aligning expertise. These success factors underpin the principles of a project management approach called Systems Engineering.

Synopsis: Every airport is going through some sort of digital transformation journey. Some are ahead and some are just getting started. In this presentation we will discuss what digital transformation for airports means and what are the common enablers, approaches and challenges.

Synopsis: The travel industry is rapidly changing due to our new digital world, where the travel industry stakeholders want to become more efficient and provide an improved travel experience to passengers. To better align and define the future of the end-to-end travel journey and related processes, knowing that passenger volumes are expected to double by 2035, ACI and IATA have jointly launched the NEXTT initiative. Various working groups from both associations are working towards new enhanced processes for the future of air travel. The NEXTT initiative aims at getting all stakeholders working towards a common goal.

Synopsis: Culture is the collective programming of the mind that distinguishes the members of one group or category of people from another. According to this definition, it is stipulated that culture should play an important role in the way customers expect services to be delivered by airport employees. We will see in this presentation how airports should understand the culture in order to adapt their customer experience management programmes for their varying passengers.

Synopsis: As many players in the aviation industry are interested in efficient and high-quality services for their customers, including passengers, it make sense to define common standards for information exchange and data models. Data exchange in the aviation industry remains a big challenge and not only to exchange some data, but to ensure that there is a common terminology of data, regardless of which data is exchanged.

Synopsis: Passenger experience can be won or lost on two fronts: the physical journey through an airport and the digital journey. Heathrow, with its partner Acxiom, will demonstrate how it has transformed the use of data and technology to create a multi-channel communications programme as part of its Heathrow Rewards loyalty programme. By uniting around a single, connected view of the passenger, Heathrow delivers a digital experience aligned with the brand promise of ‘making every journey better’, resulting in a 13% uplift in incremental retail spend. The approach has been shortlisted by the UK Direct Marketing Association for Best CRM Programme 2017.

Synopsis: The presentation will be mainly focused on making IT services a main factor in terms of maximising company revenue, plus the main services that can contribute to the same.

Synopsis: In October 2006 Adelaide Airport, Australia, opened its new state-of-the-art, multi-user terminal building. This introduced progressive design concepts with the delivery of swing-gates and glass-sided air bridges. Most significantly, for the first time at Adelaide, the design allowed all airlines to operate from the one purpose-built terminal facility, acclaimed across the wider industry and travelling public alike. Ten years on, Adelaide Airport’s commitment to continual improvement across the entirety of its operation has led to innovative plans for an expansion of the terminal that will ensure the ongoing growth of Adelaide Airport and provide greater efficiencies of airport operations.

Synopsis: Building an innovation culture to meet the demands of the future of air travel.

Synopsis: The challenge: increase gate capacity to allow passenger growth from 53 million to 71 million per year on a site that has no ability to expand runways or build additional passenger processing facilities. The solution: the Terminal 1 redevelopment programme. This multi-year, multi-phased project will deliver a state-of-the-art, 25-gate terminal and boarding area, with a sterile connector to the FIS allowing additional flexibility to process international passengers. The project will include the first US installed Individualised Container System (ICS) baggage handling system and 100% shared-use infrastructure. This US$2.4bn project is being delivered by two separate design-build teams.

Synopsis: China has commenced an unprecedented development initiative encompassing over 60 countries in Asia and Europe. By strengthening existing infrastructure networks in air, road, rail and sea, and establishing new ones that didn’t exist before, China has re-established a new 21st century Silk Road through central Asia, western Asia, the Middle East and Europe. Allied with China’s 13th five-year plan, which plans on creating super-city clusters throughout China, with significantly expanded international aviation hubs and high-speed rail networks, the influence and opportunities for new global aviation routes, in-country connections and aerotropolis-related developments are immense.

Synopsis: The presentation will provide an introduction to PRM service in the airports of Aena: data of the service, tender processes, quality requirements, specific equipment and use of technology.

Synopsis: Synchronism at the right time between the aircraft readiness to depart and the payload onboard (passengers, baggage and cargo) is the aim of all airport stakeholders. Nowadays, although the aircraft process might be more than well monitored by the A-CDM, the bag and PRM processes are not so well monitored to detect potential losses of that synchronism. By integrating this process monitoring into the AOP to alert airport stakeholders early of any disruption detected in those processes that may have an impact on the aircraft departure, new mitigation actions and procedures may be applied to recover the desired synchronism.

Synopsis: We will show the development of the F&B services provided in Spanish airports, including how they have been positively transformed from a standardised offer to a tailored offer, meeting the needs of different user groups.

Synopsis: Synchronism at the right time between the aircraft readiness to depart and the payload onboard (passengers, baggage and cargo) is the aim of all airport stakeholders. Nowadays, although the aircraft process might be more than well monitored by the A-CDM, the bag and PRM processes are not so well monitored to detect potential losses of that synchronism. By integrating this process monitoring into the AOP to alert airport stakeholders early of any disruption detected in those processes that may have an impact on the aircraft departure, new mitigation actions and procedures may be applied to recover the desired synchronism.

Synopsis: The YQB 2018 project coordinated by Québec City Jean Lesage International Airport is, to date, one of the most complete applications of the BIM management model in Canada. For the largest extension project in its history, Aéroport de Québec Inc integrated the BIM process as fully as possible in its project management model. By defining a clear vision shared by all players, creating mechanisms and physical layouts to support optimal collaboration, and selecting high-performance technological tools, the airport has drawn maximum advantage from the BIM management approach.

Synopsis: Once work on the YQB 2018 project has been completed, Quebec City Jean Lesage International Airport (YQB) will provide a model of sustainable development for the airport industry. As part of its project, the airport set itself some ambitious energy-saving targets.

Synopsis: To ensure the best possible passenger experience, Aéroport de Québec Inc has developed a mobile app that accompanies passengers through all the steps of the airport process. Phase 1 of the app is already in operation, and the subsequent phases will, among other things, allow passengers to locate the nearest customer service representative. The app will also make it possible to calculate congestion at concessions and offer discounts for the concessions with the most availability, reducing line-ups.

Synopsis: The YQB 2018 project implemented by Québec City Jean Lesage International Airport was one of the biggest construction projects in the region. To mobilise the community and create a buzz around the project, the organisation applied an innovative communications strategy mainly based on the use of new technologies and the power of social media. As the new infrastructures are about to open, there is a feeling of excitement in the community, and it is clear that technological tools are an excellent way of gaining maximum benefit for minimum outlay.

Synopsis: Airport infrastructures need to have a dynamic approach. The challenges and changes of the aviation industry must be followed. ADR produced a strategy for the terminal expansion to define in the next five years the concept 'under one roof'. With the integration of all subsystems under one roof, the concept should improve quality and capacity. After different case studies and analyses, the planning department proposed to adopt a smart and efficient scheme to deliver the new expansion by 2021.

Synopsis: Airports are capital-intensive infrastructures. Airports are critical environments that require high availability and a high degree of operational readiness. Airports must deliver service quality and adequate cash inflows with low operating costs. There is more to meeting these requirements than just running the airport as a tight ship; many requisites for efficient operations and response to traffic demand and customer needs only stem from the initial design of infrastructure and operational processes. The presentation will look into examples of how designed-to-purpose facilities and good process re-engineering enable higher levels of effectiveness of the airport’s services.

Synopsis: Over the last 10 years, Aéroports de Montréal has considerably increased its international traffic with dynamic air services development, but also by facilitating connections. Increasing connections is an airline strategy that the airport has continuously embraced. Today, with connections being near 20-25% of its traffic, the airport is putting in place a plan, with the great collaboration of all stakeholders, to significantly increase connection capacity while simplifying the experience for passengers. This expansion is key for the airport to go to the next level, and in this session we will present and share the ingredients of this ambitious plan.

Synopsis: Over the last 10 years, Aéroports de Montréal has considerably increased its international traffic with dynamic air services development, but also by facilitating connections. Increasing connections is an airline strategy that the airport has continuously embraced. Today, with connections being near 20-25% of its traffic, the airport is putting in place a plan, with the great collaboration of all stakeholders, to significantly increase connection capacity while simplifying the experience for passengers. This expansion is key for the airport to go to the next level, and in this session we will present and share the ingredients of this ambitious plan.

Synopsis: The presentation will explore how greater cooperation between stakeholders, including governments and airlines, can lead to more effective API and PNR projects. Andrew will share his experience of what happens when stakeholders work well together, and what can happen when they don't. Is there scope for this cooperation to include governments of different countries to increase effectiveness and reduce cost to the industry?

Synopsis: The panel will discuss aligning smart borders, smart data processes and smart risk assessment.

Synopsis: The presentation starts by identifying emerging disruptors that are likely to impact the passenger experience at airports. The threats and opportunities that are likely to result from these disruptors are then discussed. Areas covered include the digital journey, ground transport, autonomous vehicles, drones, passenger processing, retail, baggage and facilitation for low-cost carriers. A number of innovative concepts to address these opportunities and challenge conventional thinking are included. The presentation concludes with a practical example of how to develop and implement innovation in an airport environment.

Synopsis: Airports today are under intense pressure to be safe, operate more efficiently, improve passenger experience and be profitable. Faced with a looming capacity crunch, airports must become smarter in the way they support responsible, sustainable growth while limiting any repercussions on the environment. The front door to sustainability is environmental responsibility. This presentation will offer unique industry perspectives and innovative ideas on how airports can strengthen their environmental currency at the executive level. Taking centre stage will be a holistic portrayal of how airports can better align strategy and performance to deliver tangible benefits to their bottom lines and operations.

Synopsis: Aircraft ramp operations are very labour intensive and subject to increasingly high manpower turnover and stringent health and safety regulations. Therefore, they are prone to human errors and ramp damage. Innovation and automation are a big part of the solution to this problem. Practical examples of the research and full-scale demonstrators will be shared with the audience, specifically on the automated docking of ground support equipment to aircraft.

Synopsis: This presentation will provide an update on the latest changes or evolutions of ICAO airport infrastructure regulation (Annex 14), highlighting the positive impact these will have on airfield facilities. It will also introduce current or future technologies/equipment and show how beneficial these will be.

Synopsis: The future of airports is not what it used to be. Customer journeys and customer expectations of commercial environments are changing. Current generations of airport passengers are avid users of digital shopping tools. They are buying, comparing and sharing online. They expect real-life shopping areas to be digitally enhanced, entertaining and full of surprises. Airports need to adjust to these changes, rediscovering their true strengths and commercial advantages in a world where on- and offline retail are rapidly converging.

Synopsis: The presentation will compare two completely different airport cities: Amsterdam Airport City and IKIA Airport City. The different strategies will be explained, with emphasis on organisation, urban planning, risk levels, regional economic development, investments and revenue maximisation.

Synopsis: As many players in the aviation industry are interested in efficient and high-quality services for their customers, including passengers, it make sense to define common standards for information exchange and data models. Data exchange in the aviation industry remains a big challenge and not only to exchange some data, but to ensure that there is a common terminology of data, regardless of which data is exchanged.

Synopsis: In January 2017, Frankfurt Airport and Airport AI officially launched the first airport customer service solution relying on artificial intelligence, called FRAnky. The purpose of this presentation is to provide attending airports with an overview of this journey, starting from the challenges airports are currently facing and going through the different steps of the implementation of an automated customer service solution. For the first time, the findings from various product iterations and the analysis of thousands of passenger interactions with the service will be shared with other airports.

Synopsis: The presentation features the experience of Hong Kong International Airport in driving technovation to transform the passenger experience. Facing capacity pressure and increasing passenger expectations, HKIA is actively adopting new technologies to enhance operational efficiencies and customer services during the passenger journey. The presentation will highlight the next generation of smart check-in facilities that have been recently introduced at HKIA to transform the passenger check-in experience into a fully automated and self-service process. In addition to technovation, Hong Kong International Aviation Academy was established to nurture air transport management talents. Such knowledge empowerment facilitates the sustainable development of HKIA and the passenger experience.

Synopsis: Malta experiences significant transportation issues, particular with home-to-work travel. There are social issues associated with car ownership, which is very high considering the island’s size. The airport in Malta is a major employer but most employees use their cars to travel to and from work. The aim is to reduce reliance on private cars through alternative, greener measures, especially since many workers do not need their cars for work purposes. Using real-life examples, a Green Travel Plan is being suggested for the airport, particularly in view of the recent masterplan that envisages an increase in commercial floor space.

Synopsis: All airports are developing programmes and actions to reduce their environmental impact regarding air pollution. Until now, the main efforts have been devoted to CO2, but a new challenge is on the table: ultra-fine particles. Their reduction implies an 'in place' reduction of combustion of petrol (in all different ways) at the airport platform, which will result in a direct reduction of pollution at the platform and in the region, leading to a reduced health risk for workers and citizens.

Synopsis: Airports are seeking to make their facilities feel more like destinations, like the hospitality industry, and their design has to ensure it has what the customer desires while travelling, with the underlying objective or purpose stated, unstated or perhaps not even fully recognised by them. The latest goal is transforming preconceived notions about airport experiences to create emotions that ease travel anxiety and lure travellers by providing comfortable, exceptional experiences through the theory and elements of design, keeping in mind ease, comfort and speed – creating airports as destinations.

Synopsis: In the last decade, passenger traffic has grown way beyond the expectations of airport operators. Operators such as Patna Airport in India are having great difficulty handling the growing traffic with the old infrastructure in parking bays and the terminal building. Considering the land acquisition, environmental clearances and the development of terminal building/parking bays/runway etc. to cater for traffic growth for at least 20 years, construction would take at least five years. Therefore, catering for the existing traffic growth requires the art of management and operation with the present limited infrastructure available until the new development comes up.

Synopsis: In the last decade, passenger traffic has grown way beyond the expectations of airport operators. Operators such as Patna Airport in India are having great difficulty handling the growing traffic with the old infrastructure in parking bays and the terminal building. Considering the land acquisition, environmental clearances and the development of terminal building/parking bays/runway etc. to cater for traffic growth for at least 20 years, construction would take at least five years. Therefore, catering for the existing traffic growth requires the art of management and operation with the present limited infrastructure available until the new development comes up.

Synopsis: The presentation will discuss the experiment in progress for creating a sense of place at Bagdogra-Darjeeling Airport (IATA:IXB). It will cover various kiosks opened during the last three years and their effect on customer experience and increase in non-aero revenue.

Synopsis: Airports deploy end-to-end passenger flow analysis and predictive intelligence platforms enabling analysis across the entire airport utilising the existing wi-fi infrastructure. The talk will present an overview of the deployments, key functions and operational intelligence gained. One unique feature of the technology is the ability to provide predictions regarding passenger volumes and flow, correlating information collected with FIDS and other operational data. This enables airports to operate in a predictive manner, anticipating volumes and delays and scheduling personnel suitably to handle such delays. The talk will highlight key learnings to date and the way forward.

Synopsis: In recent years, airports have invested in numerous different technology solutions to track passengers and measure queue and dwell times throughout the different terminal processes. The audience and panellists will discuss how this data is being transformed into management information, and the techniques applied to improve terminal flow management. We will also discuss how personalised tracking data can be generated and shared with passengers for the next generation of connected passenger interaction.

Synopsis: Our region is at the forefront of the introduction of zero-emission transport. Akershus County Council has an ambition to make the county an environmental pioneer. Together with the City of Oslo, we have invested in charging infrastructure and approximately a quarter of the about 400 mill. Norwegian kroner that so far are invested in hydrogen infrastructure in South Norway. State and regional schemes have given zero-emission vehicles a reasonable purchase price, and access to the public transportation traffic lane, enabling them to bypass traffic with far better mobility, furthermore free parking and charging.

Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Synopsis: The PASSME breakthroughs are: a passenger forecasting system to improve flows, a passenger-independent system for luggage flows, redesigned passenger-centric airport and airline processes, a personalised device (to make 1-3 happen). These breakthroughs result in: up to one hour reduction of O2D travel time within Europe, improvement of passenger experience (70% of the passengers like flying better), improved utilisation of airport capacity. These impacts are the results of PASSME, an EU-funded project that ends in summer 2018. This presentation will offer a preview of the results.

Synopsis: The panel will discuss the steps to build an integrated operations centre from the perspective of DFW's EVP of Operations, American Airlines offering Dallas's perspective of building a new operations centre, and the consultant view of assisting clients through successful gap analysis and business processes mapping.

Synopsis: The presentation will discuss the partnership and collaboration between American Airlines and DFW Airport Authority in advancement of technology at DFW Airport to enhance the passenger end-to-end journey.

Synopsis: This panel consists of tenured airline security leadership from several European and US carriers to provide a global perspective on security in the transportation system, impacts to the customers and what aviation stakeholders need to know. Meet airline security leaders from Lufthansa, Finnair, American, Delta and United who will present a discussion on striking the balance between customer service and security in the current environment. There will be an open question and answer session at the end of the panel discussion.

Synopsis: In the past, technical constraints limited seasonal planning to a single reference week. Selecting the week that constituted the best fit for all processors was a big challenge. Despite substantial analysis there was great uncertainty for each processor about how that reference week stood in relation to the rest of the season. As a result, resource planning for the various processors was very much based on the previous year and the seasonal planning process was of limited value. New-generation planning tools enable a seasonal planning process to reach its full potential and deliver a true value-add to the organisation,

Synopsis: The presentation will cover, among other, the introduction of new CT scanners for cabin baggage and added advantages.

Synopsis: The presentation will focus on the commercial concepts Schiphol has developed and renewed recently to better match the needs of premium travellers, and at the same time increase revenues. Both the VIP service and the Privium service programme have grown sharply recently in terms of number of passengers and memberships. The presentation will also touch upon future developments for both services, taking into account customer aspirations and relevant trends.

Synopsis: Due to new terminal developments, the whole parking and accessibility structure of Schiphol had to be changed in a very short period. Within one year, the decision was taken and executed successfully.

Synopsis: Blockchain technology has the potential to fuel a revolutionary way of better servicing passengers, without sharing data between service providers. Rather than institutions, travellers themselves can be in control of their own data. This leads to a better experience and more privacy. In this presentation, we will demonstrate a proof of concept created in close cooperation between airport, airline and blockchain developer. Furthermore, we will look ahead and show various future possibilities for the travel industry that can be enabled by blockchain technology.

Synopsis: Angkasa Pura, as one of the managing airport companies in Indonesia, is transforming the process of airport planning, where the planning of the airport city begins at the early stage of masterplanning. The study case of New Yogyakarta International Airport as a greenfield project shows that Angkasa Pura is not only developing an airport city plan within the airport boundary but also developing a plan of much greater area outside of the airport boundary, which is being jointly developed with the local government (provincial government and regional government) and supported by the central government. This phenomenon indicates that the Government of the Republic of Indonesia understands that developing an airport involves not only building the airport infrastructure but also, in the case of a greenfield project, developing a new economic growth pole and even a new self-sufficient city.

Synopsis: Angkasa Pura, as one of the managing airport companies in Indonesia, is transforming the process of airport planning, where the planning of the airport city begins at the early stage of masterplanning. The study case of New Yogyakarta International Airport as a greenfield project shows that Angkasa Pura is not only developing an airport city plan within the airport boundary but also developing a plan of much greater area outside of the airport boundary, which is being jointly developed with the local government (provincial government and regional government) and supported by the central government. This phenomenon indicates that the Government of the Republic of Indonesia understands that developing an airport involves not only building the airport infrastructure but also, in the case of a greenfield project, developing a new economic growth pole and even a new self-sufficient city.

Synopsis: The latest research in the channel shows that the traditional travel retail model is under threat, with airports’ non-aeronautical revenues slipping steadily due to rapidly changing purchasing behaviours, shifting traveller demographics and the rise of disruptive technologies. Airports and airport retailers seem to be struggling to address these challenges. Digital solutions to counter e-commerce lack the single-platform integration needed to function effectively. Listen to the company that launched a digital revolution in travel retail with its Omnichannel Airport Revenue Digitisation Platform, on the new digitally transformed vision for non-aeronautical revenues, which proposes proactive solutions to these challenges.

Synopsis: In 2004, CAA Taiwan relocated Taichung Airport (RMQ) from Taichung City centre to the current Ching-Chuan-Kang (CCK) Air Force Base, which is the largest one in Taiwan. The cross-strait and international passenger volume has increased dramatically since 2009, and the airport’s international terminal is situated in a very tight land pocket in the southwestern corner of the base. It is a great challenge to renovate the existing terminal in a very constrained site in order to accommodate the rapid growth. On top of that, with the economic and political situation factors in mind, it is extremely important to provide a flexible design solution.

Synopsis: Connectivity is a key element provided by the airports for their regions and cities. As the transport systems change in the future, how can airports and airport cities best capitalise on connectivity? We will present a case study of the Helsinki region and Finland, with an airport city aviapolis as a benchmark. We will also discuss lessons learned and guidelines for the future.

Synopsis: The digital revolution has opened new opportunities in airport travel retail but raised questions about potential future business models and resilience of the value that can be captured by the airport. In a context of decreasing non-aero competitiveness, airports are developing digital strategies to protect or accelerate growth, still in the embryonic stage. Various actors are using new (digital) channels to enter the 'airport grounds', thereby challenging the airport’s traditional control over commercial activities. This presentation outlines how disruptive business initiatives could generate complementary offerings for airports or compete with traditional airport sales, resulting in a new competition area.

Synopsis: How people travel within and between urban environments is evolving quickly. As private car usage changes, public and shared transport options proliferate, and millennials take a different view to asset ownership. What can airports do to protect important revenue streams, and add complementary services aligned with future needs?

Synopsis: Obtaining aviation cost certainty, using the new international construction measurement standards to deal with construction cost classification across buildings and civil engineering (infrastructure), is perfect for aviation projects. Never before has a single standard document sought to combine both elements of construction. Technology holds the key to robust data analysis, and parametric assemblies will be the way we build airport cost in the future.

Synopsis: SeMS is a relatively new management approach to aviation security for airports. It takes account of the criticality of an organisational culture to develop a successful implementation. A SeMS programme takes a human-centred design approach that allows for analysis to be based on user requirements and progressively validated. Additionally, and of significant benefit, inclusion will contribute to industry’s buy in to SeMS as a value-add management approach to security in airports. SeMS is utilised to establish and maintain a preventive security organisational culture, with supporting mechanisms, within the entire airport community.

Synopsis: The future of air travel is both exciting and challenging. One of the greatest challenges is how we get from today’s airport to the future airport – do we have a Future-Ready Airport? Together, Arup and GVK explored this under Arup’s Future of Air Travel initiative and identified nine implementable pilots as the stepping stones to the Future Airport. Equally, these are game-changers for how airports can work in the next one to five years. Passenger Terminal EXPO will be the first time these innovations have been made public, when GVK and Arup take a deep dive into one of those pilots.

Synopsis: The presentation will focus on how the Athens Airport IT&T Unit drives the required transformation journey to the digital world. The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touch point is the airport's reality. The indicative strategic pillars on which such a transformation will be based are: collaboration and communication (people, tools and structures); data-driven decisions; top emerging technologies to watch (enablers). An analysis, including simple examples, of how these pillars support Athens Airport's digitisation and innovation journey will be presented, along with the interrelationships among them.

Synopsis: The presentation will focus on how the Athens Airport IT&T Unit drives the required transformation journey to the digital world. The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touch point is the airport's reality. The indicative strategic pillars on which such a transformation will be based are: collaboration and communication (people, tools and structures); data-driven decisions; top emerging technologies to watch (enablers). An analysis, including simple examples, of how these pillars support Athens Airport's digitisation and innovation journey will be presented, along with the interrelationships among them.

Synopsis: The identification of complex information by applying big data management paradigms will help identify hidden trends regarding different airport processes, which will give the airport market sector a new dimension to grow by identifying passengers’ behavioural patterns. This project is focused on understanding passenger flow within the airport, highlighting its impact on other airport processes such as aircraft, security and retail. Passenger descriptive models are defined, analysing historical data. The combination of these models with flight schedules for a specific period will enable airports to predict when each passenger segment (business, economy, groups, domestic, international, etc.) will arrive at the airport and how they will circulate within it.

Synopsis: One of the key factors of AIA’s successful operation is efficient contract management for outsourced services. This expertise led to the development of the Qontract contract performance management system, a business automation tool that is unique in our business. Qontract is applicable to management/service agreements that feature service level provisions. Each application of Qontract is customised to the particularities of the related service, in line with the scope.

Synopsis: A case study will be presented that will highlight the key factors driving the design and operation of emergency communication systems (ECS) in airports. Research literature developed from practice evacuations indicates that the use of verbal directive messaging may be the most effective way to reduce delay in an evacuation. The presenters will show videos from airport testing documenting and comparing unaware passengers' reactions to evacuation messaging in the form of fire alarm sirens versus verbal instruction provided by the airport emergency communications system.

Synopsis: The challenge: increase gate capacity to allow passenger growth from 53 million to 71 million per year on a site that has no ability to expand runways or build additional passenger processing facilities. The solution: the Terminal 1 redevelopment programme. This multi-year, multi-phased project will deliver a state-of-the-art, 25-gate terminal and boarding area, with a sterile connector to the FIS allowing additional flexibility to process international passengers. The project will include the first US installed Individualised Container System (ICS) baggage handling system and 100% shared-use infrastructure. This US$2.4bn project is being delivered by two separate design-build teams.

Synopsis: The presentation will explain the structure of Bahrain International Airport and Fraport's applied ORAT programme. Details of the intense assessment phase and how these findings are being applied at the moment will be described. Furthermore, details on the core ORAT programme will be shared, along with the daily alignment with the main contractor to ensure operational readiness. This interactive presentation describes a currently ongoing project with an finalisation date in July 2019.

Synopsis: The presentation will discuss the Bahrain International Airport Modernisation Programme, and how an airport development programme can be leveraged as a catalyst for change. The speaker will demonstrate how the project has resulted in the definition of a new customer experience, a new commercial model and positioning of the airport within a landscape dominated by mega-hubs. Bahrain International Airport terminal development has evolved over the years, and the project is currently in an advanced stage of construction. We expect to be operational in Q3 2019.

Synopsis: Building an innovation culture to meet the demands of the future of air travel.

Synopsis: Although airports contribute to the economic sustainability of the cities/countries in which they operate, it is important that they are seen doing this activity in a responsible manner by contributing to the environment via innovative use of energy and water and resource management. Adapting renewable energy, increasing the rain water harvesting, conservation in energy and water, adapting habitat management and societal awareness regarding noise mitigation are some of the areas in which airports can give back to society.

Synopsis: As the aviation industry continues to rapidly move towards the E2E passenger journey, using walking-pace and single token as its vision, there is a need to design and deploy functions in an integrated process. This presentation provides a focus for airport operators, airlines and key airport stakeholders in improving the passenger journey through the entire air-travel experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger E2E programme. Case study discussion is presented from Orlando International Airport on improvements in the existing North Terminal Complex and post-design work for the new South Terminal Complex.

Synopsis: Learn from a joint presentation by Gatwick’s Development Director and Gatwick’s development partner about how the airport is creatively building additional capacity using groundbreaking operational, planning and technology solutions in a very mature and space-constrained environment. With its recent implementation of the world’s largest self-service bag-drop facility, its ongoing development of the next generation of passenger security screening systems, and its relentless efforts to maximise capacity and improve resilience on the world’s busiest single runway, Gatwick is at the leading edge of innovative, balanced capacity building to address its continuing and aggressive growth strategy.

Synopsis: The airport industry is buzzing with words and phrases relating to digitalisation. Although the term is relatively new, Changi Airport has already been looking into its goldmine of data for some time. Its business case is to optimise baggage handling operations by applying analytics and machine learning to create value for passengers. The presentation will outline cases in which Changi and Beumer Group have teamed up to capture data, and use machine learning and analytical capabilities to gain valuable insights for optimising the airport's baggage handling processes. The examples will show how digitalisation can add to Changi's famous passenger experience.

Synopsis: BNP and AAHK will present a new software tool that allows airports to make operational decisions for their baggage systems based on changing conditions. The Operational Modelling Tool (OMT) has two primary purposes: (1) Assist in daily/near-term planning to manage resource requirements due to last-minute flight schedule changes, load variation, flight delays, etc.; (2) Assist in medium-term planning to identify requirements for changes to upcoming schedules, check-in assignments, makeup configuration and passenger processing. The presentation will focus on the Rapid Analysis Mode (RAM), ideal for quickly analysing impacts to operational capacity and staffing requirements.

Synopsis: In recent years, airports have undergone major transformations in their business models and in the services offered to passengers and customers. Bologna Airport, in cooperation with its technological partner Connecthings, provides Bologna Airport with an innovative business model and passengers with an innovative contextualised and personalised information service: One Touch BLQ. Based on new communication technologies such as beacon and TAG QRCode/NFC to enhance the passenger experience, One Touch BLQ is available for the owners of mobile devices. For the beacon interaction, the Bologna Airport mobile app has to be installed. The data collected is used to analyse passenger engagement.

Synopsis: The presentation will explain how the corporate strategy is driving the infrastructure development at Bologna Airport, pushing radical changes in the masterplan and shaping the terminal expansion with clear objectives. The masterplan has been updated, abandoning the envisaged second terminal in favour of consolidated operations in the existing facility where additional capacity is found with incremental expansions. The terminal development will focus on phase 1 – the most strategic phase – because it includes the new departure lounge, which is the key revenue-generating component and the one with the biggest impact on the customer experience.

Synopsis: Brussels Airlines successfully implemented a remote baggage drop-off venue at Tomorrowland in 2017. At this baggage drop-off, customers could check-in their baggage and travel without the burden until their final destination. This drop-off was made possible by an in-house-developed application that made the full check-in very light and efficient, resulting in 1,500 bags checked in over two Mondays. This presentation will focus on the results and process of this bag-drop and outline the next steps after this successful pilot case.

Synopsis: The presentation will make direct reference to how the Brussels Airport masterplan is being implemented on a tactical level. We shall explore the various planning principles that will reshape future airport design and allow us to successfully implement optimisation measures and expansion options in the next 10 years.

Synopsis: Brussels Airlines successfully implemented a remote baggage drop-off venue at Tomorrowland in 2017. At this baggage drop-off, customers could check-in their baggage and travel without the burden until their final destination. This drop-off was made possible by an in-house-developed application that made the full check-in very light and efficient, resulting in 1,500 bags checked in over two Mondays. This presentation will focus on the results and process of this bag-drop and outline the next steps after this successful pilot case.

Synopsis: The presentation will reference many smart airport and smart city initiatives and trends to explore how airports will be required to adapt to expected future shifts in passenger, terminal, commercial and intermodality demands. We will explore how these future expectations will markedly shift airport development by making direct reference to our own airport in Brussels. In particular, we shall explore how IATA Fast Travel, smart city design concepts, airport planning and design guidance tools and seamless travel recommendations will operationally, spatially and technologically reshape our airport and the airport city of the future.

Synopsis: Budapest Airport tries its best to responsibly tackle climate change challenges and develop sustainable and green solutions. Besides its carbon management policy aiming to reach carbon neutrality in the near future in the Airports Carbon Accreditation programme, several sustainable solutions are implemented in the following areas: water and wastewater management, smart new buildings and renovations resulting energy consumption reductions, air pollution monitoring system, modern recycling and waste collection system, e-car fleet, development of 5G and smart road access to get to the airport, and stakeholder engagement due to its partnership programme.

Synopsis: The presentation will focus on a project being launched in Budapest that includes cross-functional working with Heinemann duty free, the largest incumbent airline at the airport – Wizz Air – and Budapest Airport. The project is believed to be the first of its kind, and the presentation will show how the three main companies came together, found common objectives, agreed risk-sharing concepts and identified KPIs for success. The final concept will include increased purchase in the duty free store, thereby directly increasing revenue for HDF and indirectly for BUD, while also increasing onboard Wizz Cafe transactions.

Synopsis: Budapest Airport tries its best to responsibly tackle climate change challenges and develop sustainable and green solutions. Besides its carbon management policy aiming to reach carbon neutrality in the near future in the Airports Carbon Accreditation programme, several sustainable solutions are implemented in the following areas: water and wastewater management, smart new buildings and renovations resulting energy consumption reductions, air pollution monitoring system, modern recycling and waste collection system, e-car fleet, development of 5G and smart road access to get to the airport, and stakeholder engagement due to its partnership programme.

Synopsis: Changes to airline business models require rethinking how we engage customers within airports. Designing processes and physical environments in a new way can enhance customer satisfaction and improve design outcomes. Using this design process for Melbourne Airport we are improving service to customers (including airlines, tenants and passengers) and improving revenue. We will present a methodology for how to optimise environments using human-centred design principles, with a particular focus on the need to balance operational processes, physical design constraints, and people's wants and desires. We examine how airports can learn from non-transport environments to deliver better passenger experiences.

Synopsis: The presentation will explore the considerations and challenges associated with planning, designing and constructing modern terminals linked to surface access at existing airports and infrastructure. Client needs and briefs will be discussed along with strategies for how to answer and address these, together with aviation security considerations, constructing around an operational airport, the challenges of existing infrastructure and the needs and techniques adopted for reducing the construction programme. The speaker has delivered the design of major regeneration projects at London Heathrow Terminals 3 and 4, the new passenger interchange project at Terminal 2 and the Manchester Airport Terminal 2 transformation project.

Synopsis: Delivering passenger automation at Heathrow requires collaboration between a multitude of Heathrow teams, airlines, third-party suppliers, government and standards bodies. The presentation explores initiatives to date in areas such as self-service bag drop and the FTE award-winning biometric self-boarding and demonstrates how live trials have been used to prove value and capability before service roll-out. The strategy for automation is discussed, where an increased emphasis on data services and IT integration will enable a smart airport capable of delivering a low-friction, seamless passenger journey.

Synopsis: This paper challenges the assumed definitions and likely impacts of increasing PRM numbers, offering possible strategy and design solutions to address the emerging challenge and attitudes. We are getting slower, needing more time but not necessarily a wheelchair, and we need to accommodate the increasing needs of sensory and mental health issues as well as mobility. Moral and economic demands on airports and designers require us to challenge the attitudes of standard and minimum ratio-driven regulatory provision and the quality of design, and in doing so we will demonstrate the benefits of a more integrated approach.

Synopsis: Terminal 4 BHS was a fast-track greenfield project where the installation comprised four main phases, depending on building availability. BIM was used extensively during the detailed design phase to identify and resolve clashes between BHS and building, minimising potential installation delays. After installation completion, the BHS was put through rigorous testings before commissioning for the ORAT to prepare for the opening of T4 in October 2017. This presentation will give the audience an insight into the challenges faced during the different phases of the project implementation, from detailed design phase to ORAT, before transitioning into operations and maintenance after T4 opens.

Synopsis: In 2012, CAG embarked on a programme to engage stakeholders, and design and implement FAST initiatives across Terminals 1, 2 and 3, as well as the new Terminal 4, which will have an end-to-end self-service process with biometric facial recognition. T4 successfully opened on 31 October 2017, after extensive FAST and ORAT trials. In T1, the Expansion programme witnessed the completion and operationalising of a new Central FAST zone. In T2 and T3, FAST implementation has also been progressing well. In this presentation, CAG will share its FAST journey and key milestones in the programme.

Synopsis: Seletar Airport was built in the 1920s and served as a military base in Singapore in the early days. Today it serves chartered flights, business aviation, flying schools, aircraft maintenance, repairs and overhaul. Fast forward to the end of 2018, it will be transformed into a commercial airport with the development of a passenger terminal. The new passenger terminal is being built on the opposite side of the runway. The decision to locate the passenger terminal across the runway hinges on five main criteria, namely airport operating efficiency, landside accessibility, potential for future expansion, available land size and congruence with surrounding offerings.

Synopsis: The presentation will provide an insight into the strategic considerations for the design philosophy of 'Rethink Travel at Changi Airport Terminal 4'. The speaker will share how a different terminal design strategy is used to overcome site constraints and challenges. She will also discuss how innovative concepts and new technology are implemented in T4, to enhance passenger experience, as well as improve efficiency in operations and manpower productivity.

Synopsis: The airport industry is buzzing with words and phrases relating to digitalisation. Although the term is relatively new, Changi Airport has already been looking into its goldmine of data for some time. Its business case is to optimise baggage handling operations by applying analytics and machine learning to create value for passengers. The presentation will outline cases in which Changi and Beumer Group have teamed up to capture data, and use machine learning and analytical capabilities to gain valuable insights for optimising the airport's baggage handling processes. The examples will show how digitalisation can add to Changi's famous passenger experience.

Synopsis: This paper challenges the assumed definitions and likely impacts of increasing PRM numbers, offering possible strategy and design solutions to address the emerging challenge and attitudes. We are getting slower, needing more time but not necessarily a wheelchair, and we need to accommodate the increasing needs of sensory and mental health issues as well as mobility. Moral and economic demands on airports and designers require us to challenge the attitudes of standard and minimum ratio-driven regulatory provision and the quality of design, and in doing so we will demonstrate the benefits of a more integrated approach.

Synopsis: Around the globe, airports are confronting challenges ranging from natural disasters to acts of terror. They are responding to acts on their grounds as well as disasters in their communities and regions. Alignment of personnel, processes and technology is essential for effective response. Case studies of Swedavia’s preparations to confront serious incidents, and O’Hare International Airport's recent reception centre operations for persons displaced by hurricanes, offer insightful examples of how people, processes and technology can be adapted to address the range of threats that confront airports, offering a glimpse of how emerging domain awareness technology can facilitate future operations.

Synopsis: Following the new regulatory standards set by the CAA relating to HBS screening, Newcastle International Airport and CHS are working together to remodel and reconfigure the existing baggage handling system to incorporate ECAC Standard 3 x-ray machines.

Synopsis: A culture of advocacy provides opportunities for collective community advancement. CVG considers this a cornerstone of customer experience delivery. From accountability to innovation, CVG’s critical eye on customer experience continues to demonstrate tangible steps to go beyond the routine for guests with limitations. Examples include clear regulatory standards establishing common expectations in day-to-day operations, incorporating facility design changes during remodelling phases, and identifying industry-changing innovation to reaffirm our industry’s responsibility for seamless travel.

Synopsis: The Aviapolis area was for a long time an underdeveloped area concentrating on logistics, large-scale warehouses and more or less under-utilised possibilities of housing and trade. But in the mid-1990s a change in mindset occurred. After that, this former noisy backyard – which was more or less kept as a source of growth limitation for the city – turned into a source of new activity, growth and prosperity. Today that mindset is increasingly feeding itself.

Synopsis: Helsinki Airport is a gateway to Finland. Finland has a premium location not only in between the East and the West, but also in between the North and the South. The City of Vantaa and Helsinki-Uusimaa Regional Council are cooperating to get all the stakeholders to work more closely together to strengthen our position in the global competition. Aviapolis has excellent connections, including the Ring Rail line that connects Helsinki and also many residential areas to the airport and Aviapolis; furthermore, all the main highways are nearby. Airport City Aviapolis is the first touch for visitors coming to Finland.

Synopsis: It is very likely that disabled airline passengers will encounter inconvenience during their journeys, such as booking tickets, check-in or boarding. To solve these problems, an integrated committee comprising the airport authority, the Disability Organization and some associated departments has been established to create a universal, amiable and welcoming ambiance. The work involved in making this happen includes disability assistance, braille facilities and wheelchairs with batteries. All in all, the committee is considerably helpful with integrating resources from departments to meet the needs of disabled airline passengers.

Synopsis: In 2004, CAA Taiwan relocated Taichung Airport (RMQ) from Taichung City centre to the current Ching-Chuan-Kang (CCK) Air Force Base, which is the largest one in Taiwan. The cross-strait and international passenger volume has increased dramatically since 2009, and the airport’s international terminal is situated in a very tight land pocket in the southwestern corner of the base. It is a great challenge to renovate the existing terminal in a very constrained site in order to accommodate the rapid growth. On top of that, with the economic and political situation factors in mind, it is extremely important to provide a flexible design solution.

Synopsis: It is very likely that disabled airline passengers will encounter inconvenience during their journeys, such as booking tickets, check-in or boarding. To solve these problems, an integrated committee comprising the airport authority, the Disability Organization and some associated departments has been established to create a universal, amiable and welcoming ambiance. The work involved in making this happen includes disability assistance, braille facilities and wheelchairs with batteries. All in all, the committee is considerably helpful with integrating resources from departments to meet the needs of disabled airline passengers.

Synopsis: Internationally we have focused on aviation’s impact on climate change. As climate change and its effects become apparent, it’s time to assess its impact on aviation and make plans. The Civil Aviation Authority of Singapore recognises that climate change poses potential challenges for airport assets and requires coordinated action. Together with stakeholders, CAAS and NACO developed an innovative strategy to map and mitigate climate change risks by: exploring international best practices; developing scenarios based on climate projections; identifying critical airport assets; assessing vulnerability; defining a whole-of-government adaptation pathway to enhance Singapore airports’ climate change resilience.

Synopsis: Small businesses are the backbone of a regional economy. But they are often unable to compete for large airport development projects – not because they lack the skills or expertise, but because they often lack capital, certifications and knowledge of how to navigate complex bureaucracies. Solving this problem has required an innovative approach involving specialised training, education and other assistance to level the playing field. The results have yielded dividends for the local economy, small businesses and airports themselves. Learn from this panel of airport and business leaders how airports and small businesses can work together for mutual benefit.

Synopsis: In recent years, airports have undergone major transformations in their business models and in the services offered to passengers and customers. Bologna Airport, in cooperation with its technological partner Connecthings, provides Bologna Airport with an innovative business model and passengers with an innovative contextualised and personalised information service: One Touch BLQ. Based on new communication technologies such as beacon and TAG QRCode/NFC to enhance the passenger experience, One Touch BLQ is available for the owners of mobile devices. For the beacon interaction, the Bologna Airport mobile app has to be installed. The data collected is used to analyse passenger engagement.

Synopsis: Customer service has reached a generational crossroads. The cultural difference between the generations is vast. Great care must be taken to successfully navigate the challenges and deliver great customer service in today's ever-changing environment. In this presentation we will explore the differences and the opportunities to deliver outstanding customer service, as well as the need to train our staff in how to serve our customers from different generations.

Synopsis: On 7 October 2017, new Schengen border regulations were introduced at Copenhagen Airport, demanding entry and exit checks of all passports from passengers crossing the Schengen border. Warned by the chaotic situations reported from other European airports adopting the regulations earlier in 2017, CPH made substantial preparations and evaluated multiple scenarios and solutions, both short term and longer term. This presentation will show how sensor data was used to simulate the effects and discuss the lessons learned after several months of operation.

Synopsis: In recent years, airports have invested in numerous different technology solutions to track passengers and measure queue and dwell times throughout the different terminal processes. The audience and panellists will discuss how this data is being transformed into management information, and the techniques applied to improve terminal flow management. We will also discuss how personalised tracking data can be generated and shared with passengers for the next generation of connected passenger interaction.

Synopsis: CPH is in the middle of a major ITIL rollout. This session will present the benefit for an airport and how the framework can help with handling new regulations like GDPR and SESAR. Many security issues are handled as well, and all together we will benefit by getting much more consistent IT and supporting safe operations. In short, a way to handle the developing challenges with new regulations and major growth.

Synopsis: Excel is still the most common operational planning solution in airports today. In this presentation, we present how London Luton Airport (LLA) partnered with Copenhagen Optimization (CopOpt) in early 2017 to implement Better Forecast and Better Security – products of CopOpt's cloud-based operational planning suite, Better Airport – moving from Excel and pen and paper to the cloud in just four months. LLA presents the main benefits including increased forecast accuracy, fewer surprises and increased staff morale. Also, LLA provides real-life examples of how this impacted the way of operating at the security checkpoint.

Synopsis: What happens when an airport’s growth far exceeds its forecast, or an airport that was built as a hub now needs to accommodate an originating and departing market? Nashville International Airport has experienced record-setting growth over the past three years and is one of the most popular destinations in the USA. The airport recognises that current passenger demand is prompting the need to accelerate facility projects in the airport’s masterplan, so a plan called the BNA Vision was formed. This is a discussion about how the airport has progressed its vision for accommodating growth and positioning it for the future.

Synopsis: Last year the airports discussed the importance of digital transformation – business transformation in a digital world. This year they will continue sharing their experiences and report on their implementations of new technologies, integrated with existing ones to improve processes and services, and deliver a better experience to passengers, customers and staff. Find out how and where the digitisation is taking place in the airport ecosystem and how it is impacting every aspect of the business from cultural to technical, key performance indicators and customer relationship management.

Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.

Synopsis: How people travel within and between urban environments is evolving quickly. As private car usage changes, public and shared transport options proliferate, and millennials take a different view to asset ownership. What can airports do to protect important revenue streams, and add complementary services aligned with future needs?

Synopsis: Introducing security walk-throughs will remove the final obstacle for a seamless passenger journey inside the terminal. Airports will become perfect machines. What next? From simple wayfinding to complex interchange strategies, airports need to think about seamless in a wider context, reaching out to the cities they serve. And fundamental changes to surface access – Uber and driverless cars – will challenge the traditional airport business model. In a shared attempt between industry, academia, airports and municipalities, DARTeC – Cranfield’s new research platform – investigates the dynamics between airports and cities, with space for the unexpected encounter.

Synopsis: The subject of ‘smart airports’ is hot at the moment. As pressure increases to create a fast, safe and seamless experience for passengers, airports are having to evolve from infrastructure providers to fully fledged, profit-making businesses. This talk will cover real cases where airports have taken advantage of emerging technologies (Internet of Things, big data, machine learning) and made significant changes to the way they operate to be more efficient and markedly more profitable.

Synopsis: A panel of practitioners who deal with air travellers with cognitive issues will discuss issues including autism, developmental disabilities, ADHD, dementia and PTSD.

Synopsis: Situated in the southeastern part of Korea, Daegu has an international airport and a military airport 5 km from the downtown area. Due to its location, people have been suffering from serious noise damage and infringement of property rights for over 60 years. Currently the relocation of both airports is ongoing, and profits gained from the redevelopment of the current airport site will be used to construct a new civilian and military airport. It is our wish that with the new airport as the centre, we will establish an airport city.

Synopsis: Situated in the southeastern part of Korea, Daegu has an international airport and a military airport 5 km from the downtown area. Due to its location, people have been suffering from serious noise damage and infringement of property rights for over 60 years. Currently the relocation of both airports is ongoing, and profits gained from the redevelopment of the current airport site will be used to construct a new civilian and military airport. It is our wish that with the new airport as the centre, we will establish an airport city.

Synopsis: The presentation will discuss the partnership and collaboration between American Airlines and DFW Airport Authority in advancement of technology at DFW Airport to enhance the passenger end-to-end journey.

Synopsis: Whether you are in a hurry for your flight, or just want a relaxed trip, skipping the line at a restaurant is something everyone likes. You will learn how Dallas Fort Worth International is making the facilities it has to offer, such as the many restaurants, more accessible to its travellers. With Mobile Food Ordering, customers can pre-order food directly within the DFW and American Airlines app and even pay in advance to avoid the wait. This session gives insight into how Dallas Fort Worth International Airport is enhancing the passenger journey and creating a more seamless experience.

Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.

Synopsis: The panel will discuss the steps to build an integrated operations centre from the perspective of DFW's EVP of Operations, American Airlines offering Dallas's perspective of building a new operations centre, and the consultant view of assisting clients through successful gap analysis and business processes mapping.

Synopsis: In this presentation Ad Rutten and Katinka Bergema will present the joint effort of ACI, Delft University of Technology, PASSME, Vanderlande and Schiphol to develop a future vision for baggage services in 2025. In different workshops with industry leaders, they developed a vision that resulted in a white paper for the industry. In this presentation they'll present the vision and the needed actions for the industry to arrive at this vision and be ready for the expected future of baggage.

Synopsis: Ingeborg and Katinka will present the results of PASSME, related to luggage. PASSME is a European-funded project in which KLM, Amsterdam Airport Schiphol, Hamburg Airport, NLR, DLR, ICCS, Alma Design, Nottingham University, Optimaris, Hamburg University of Technology and Carr Communications aim to reduce door-to-door air travel time in the EU by 60 minutes and make the airport experience less stressful and more enjoyable for passengers and the aviation industry. They will present how they will reduce the travel time by at least 30 minutes by luggage solutions only.

Synopsis: Information sharing must adapt to keep up with the increasing threat environment. Terrorist organisations have increased their use of advanced communications platforms to plan attacks, organise, fundraise, radicalise individuals, and disseminate bomb-making expertise, but the aviation industry has not made similar advances. There are various risks and drawbacks to information sharing, and the aviation industry must overcome those challenges and advance its own information sharing, beyond reliance on government classified information, to better mitigate and defend in today’s threat environment.

Synopsis: This panel consists of tenured airline security leadership from several European and US carriers to provide a global perspective on security in the transportation system, impacts to the customers and what aviation stakeholders need to know. Meet airline security leaders from Lufthansa, Finnair, American, Delta and United who will present a discussion on striking the balance between customer service and security in the current environment. There will be an open question and answer session at the end of the panel discussion.

Synopsis: US DHS Secretary Kelly announced that the TSA would be "raising the bar" for aviation security standards on flights to the United States in lieu of the ban on personal electronic devices. This panel is designed to inform the audience about the impacts to airports, airport security, airlines and passengers, with input from the most experienced leaders in this space: the security service providers that have been performing these functions for US airlines for 15+ years and are now expanding to assist with implementation globally.

Synopsis: The presentation will provide a brief history of the two most recent airports in Denver (Stapleton and Denver International Airport) including their economic impact on the region and flight capacity. It will include a discussion on flight connectivity and the geographic advantage of DEN in the USA and internationally. It will also discuss real estate offerings outlined in the land use plan, including development and investment opportunities.

Synopsis: This panel will convene leading aviation security regulators from around the world to discuss perspectives, approaches and methods for driving innovation in aviation security. Topics will focus on existing threats, industry engagement and collaboration, emerging solutions, and how global organisations can work together to address an ever-evolving adversary. The panel will also highlight the role that airports, airlines, vendors and other stakeholders must play to advance aviation security.

Synopsis: The presentation will provide a detailed study of the architecture, engineering and construction decisions that resulted in Calgary International Airport's International Facilities Terminal Project formally achieving LEED Gold certification. Key advancements in carbon reduction, energy efficiency, water efficiency, material use, indoor environment and innovation led to the largest LEED Gold certified airport in North America. Challenges that were overcome and lessons learned in applying such a rigorous certification standard to the airport typology will be shared. An in-depth review of the process will illuminate how owners and facility managers all over the world can engage in being green and find similar success.

Synopsis: Airports face major changes in the coming years, inspired by innovative new approaches to passenger transportation. New business models focusing on networked transport are being developed by operators of taxi and driver services, car-sharing companies and car rental firms; these, together with the emergence of self-driving vehicles, are causing the boundaries between private and public transport to become increasingly blurred. New transport services are proliferating and will create a widely differentiated range of options for travellers, which in the medium term will make the use of private cars redundant.

Synopsis: How people travel within and between urban environments is evolving quickly. As private car usage changes, public and shared transport options proliferate, and millennials take a different view to asset ownership. What can airports do to protect important revenue streams, and add complementary services aligned with future needs?

Synopsis: With passenger numbers approaching 90 million per year and no new space to build on, Dubai Airports has embarked on an ambitious plan to use biometrics to connect the airport to all the other major airports to improve the passenger experience at DXB. By gathering passenger biometric data at departing airports, using it in DXB and sharing all of this with the arriving airports, passengers no longer have to present paperwork at touchpoints, including in airports they have never been to before. Throughput is increased, the experience is better and national security is improved.

Synopsis: In recent years, airports have invested in numerous different technology solutions to track passengers and measure queue and dwell times throughout the different terminal processes. The audience and panellists will discuss how this data is being transformed into management information, and the techniques applied to improve terminal flow management. We will also discuss how personalised tracking data can be generated and shared with passengers for the next generation of connected passenger interaction.

Synopsis: Travel is the most aspirational thing in the world. But change is moving so fast that unless we understand the changing passengers and their needs, we cannot provide the products and services they desire, market to them in the most effective way or provide the service they need. This presentation takes a look at the key trends that are influencing travel today and into the future, and will provoke thinking on what the travel industry needs to take into account over the next few years to best satisfy and target our passengers and customers.

Synopsis: Historically, asset management activities at DAA evolved traditionally, predominantly on a reactive basis. Planned works were carried out on a frequency basis, with information recorded through paper-based processes. On completion of a new terminal in 2010, DAA refocused its approach by adopting a structured asset management philosophy including asset performance, lifecycle analysis, asset information management, compliance and risk management. This culminated in achieving ISO 55001 certification in April 2015. DAA has a growth rate of 9% annually (averaged over the last five years), and to sustain this growth it has had to adopt and leverage technology to work smarter and more effectively.

Synopsis: Historically, asset management activities at DAA evolved traditionally, predominantly on a reactive basis. Planned works were carried out on a frequency basis, with information recorded through paper-based processes. On completion of a new terminal in 2010, DAA refocused its approach by adopting a structured asset management philosophy including asset performance, lifecycle analysis, asset information management, compliance and risk management. This culminated in achieving ISO 55001 certification in April 2015. DAA has a growth rate of 9% annually (averaged over the last five years), and to sustain this growth it has had to adopt and leverage technology to work smarter and more effectively.

Synopsis: Fear of failure has been long recognised as a potential blocker to innovation – but in our risk-averse industry it can be difficult to move beyond this. However, the Lean Startup movement and Agile Development have readily embraced failure as the quickest way to find success. Edinburgh Airport has recent experience of PR damage caused by failure; but also of introducing some exciting innovation that has supported its emergence as the UK’s fastest-growing international airport. This talk explores how failure can be an important part of IT innovation, without introducing serious operational and publicity risks.

Synopsis: Developing an airport city in a non-hub market presents unique challenges. How to plan, attract and develop your airport as a tourism destination to drive passenger and cargo demand. How innovation plays a key factor in the development of passenger satisfaction and non-aeronautical demand. How development can drive regional economic prosperity and tourism. How important is regional support in the development of an airport city and surrounding aerotropolis.

Synopsis: Expectations of a hassle-free and enjoyable experience at the airport are increasing all the time. Passengers themselves have a choice and a voice. So airports that don’t work with their partners to get the basics right every time and add a magic touch where it’s relevant will simply lose out to those who do. Jerry Angrave has studied organisations across different sectors who succeed in driving down costs and increasing revenue through a focus on customer experience. He has identified three ingredients they all have: a genuine customer empathy, passionate employees and the right type of corporate mindset.

Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Synopsis: Frank will review the progress made with mobile solutions for borders and policing; consensus and good practice as agreed by the ENLETS Mobile EU working group; what’s coming down the track next; and how we should be aiming to manage it for success. We’ll look at how mobile technology has advanced over the last 10 and more years; the clues about what will come next; and what we need to do to manage the opportunities for success.

Synopsis: To create positive passenger experiences in the airport environment, many research tools are employed. However, as we look towards the future of airports, many questions still arise that cannot be answered by these tools alone: Are minimalist airport environments that are low in visual complexity experienced as calming or relaxing? Do highly decorative and visually complex environments result in excitement and engagement? To what extent do culture or demographics play into our experience as passengers? With such considerations in mind, we are developing an automated tool that will be revealed in an entertaining and interactive session with attendees.

Synopsis: The presentation will identify the environmental challenges impacting European ATM efficiency and the actors involved. It will also explain how to address the challenge and how CEM working arrangements can facilitate solutions, plus the operational and community engagement benefits of CEM, and supporting smart tools to optimise the benefits of CEM.

Synopsis: The presentation will discuss the implications and benefits for airlines and airports linked to the implementation of the EES/ETIAS in combination with better interoperability.

Synopsis: The panel will discuss aligning smart borders, smart data processes and smart risk assessment.

Synopsis: 22/03/2016 07:30hrs – I was already at our police station finalising the exercise with ElAl that was scheduled that afternoon. 07:58hrs – two big explosions in the space of one minute. Immediately I knew that this was the moment we were all afraid off: an attack at our national airport. The presentation covers my personal story of how I lived the day of the attack and the days afterwards: what I did and what I forgot, what kinds of tasks I had to deal with, and several take-away points.

Synopsis: Face recognition shows great promise for increased security, more efficient use of resources and better customer experience at airports worldwide. Finavia, together with hub carrier Finnair and digital consultancy Futurice, tested the use of face recognition technology at Helsinki Airport to gain insight into the benefits and risks from passenger, employee and technical viewpoints. Our talk deals with how we're utilising the insights to build future travel experience, and how the test setup was optimised to maximise generated insights in a short timeframe and at a low cost, without disrupting the operations in a zero-risk environment.

Synopsis: The presentation describes issues that need to be thought of when acquiring PRM vehicles and when setting up the operation. It can also help those already operating PRM vehicles to rethink some issues.

Synopsis: The presentation will examine the approach taken by Fingal County Council in the preparation of its current land use planning framework for Dublin Airport. Given the role that Dublin Airport plays as the principal gateway to Ireland, in its community as well as its surrounding areas and as an important strategic infrastructure and economic entity, the presentation will look at the techniques employed by Fingal County Council to inform planning policy for the future sustainable development of the airport and its environs. Ultimately the plan will act as a framework against which future development proposals will be assessed.

Synopsis: This panel consists of tenured airline security leadership from several European and US carriers to provide a global perspective on security in the transportation system, impacts to the customers and what aviation stakeholders need to know. Meet airline security leaders from Lufthansa, Finnair, American, Delta and United who will present a discussion on striking the balance between customer service and security in the current environment. There will be an open question and answer session at the end of the panel discussion.

Synopsis: Our aim for Hannover Airport was to increase the airport's security check by smart solutions for passengers, operators and employees. It is a great challenge, especially for mid-size airports, to meet high security requirements, quality and comfort given the limitations of the existing building's dimensions. With its 1970s 'triangle' terminal buildings, Hannover Airport has found a genius solution at minimum cost: the 'Airside Connection' for Terminals A, B and C. Thus the passenger entry of each terminal provides access to all three terminals' departure capacities, gaining operational backup, more flexibility and higher efficiency.

Synopsis: During the presentation we will show how to go through the process of big data analytics to get answers to dedicated questions for operational improvements. A use case from Cologne/Bonn Airport will be presented.

Synopsis: Airports are developing and renovating their infrastructure, while seizing opportunities to generate additional revenue and reduce costs. A proven approach is certification with a Green Building label. Zurich Airport's 'The Circle' is aiming for a LEED Platinum label. The presentation will show the pathway, chances, opportunities and limits to achieving this label.

Synopsis: Airport aprons are still areas of elevated air pollution, and efforts are being made to reduce emissions. One main source of pollution is the aircraft APU, which can be replaced by stationary ground energy systems. The presentation will discuss the aircraft ground energy systems at Zurich Airport, highlighting the technical aspects as well as the economic benefits for airlines and the airport, in addition to the environmental benefits.

Synopsis: Cyber threats are a complex and ever-present risk in today’s operating environment. No one is completely safe from cyber attacks, including airports. Using the FMAA case as an example, the presentation will explore lessons learned.

Synopsis: Marseille Provence Airport (AMP), a principal French regional airport, expects strong growth in traffic with 11 million passengers by 2025. To improve its quality of service, AMP is preparing for the future by equipping the Provence region with an outstanding infrastructure. Among many major projects, it will expend its 'heart' (Le Coeur) of the airport to transform passenger experience, through introduction of new, simplified processes and increased amenities. AMP is an environmentally responsible airport, committed to sustainable development. In this presentation Marseille Provence Airport and Foster, the architect, will cover airport design, planning and development.

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Synopsis: The presentation will explain the structure of Bahrain International Airport and Fraport's applied ORAT programme. Details of the intense assessment phase and how these findings are being applied at the moment will be described. Furthermore, details on the core ORAT programme will be shared, along with the daily alignment with the main contractor to ensure operational readiness. This interactive presentation describes a currently ongoing project with an finalisation date in July 2019.

Synopsis: On 11 April 2017, Fraport Greece took over airport operations and management at 14 Greek regional airports simultaneously. The presentation deals with the challenges during the transition process to ensure operational readiness on Day 1. It further describes the immediate changes that took place to improve passenger experience and operational processes at the airports prior to airport expansion works.

Synopsis: The public areas of airports have become the preferred targets of terrorists. Airport employees can do much to keep airports secure by remaining vigilant and sharing their observations with security staff. Additionally, in case of an incident, they should know how to react. The challenge for an awareness campaign is to raise the level of attention of the people addressed without scaring them.

Synopsis: P3 is a comparatively new, but critically important, delivery structure, and this presentation proposes to offer an overview of P3 projects and pursuits in the USA, and their current status. Among the questions to be addressed are: What is the current state of P3 at US airports (successes/challenges). Why is a P3 delivery structure being used by US airports and/or municipalities? An assessment of P3 opportunities vs. risks. Is P3 at US airports a viable and sustainable delivery structure? This panel discussion will offer the perspective of the sponsor/owner, investors, terminal operators, builder and designers.

Synopsis: Face recognition shows great promise for increased security, more efficient use of resources and better customer experience at airports worldwide. Finavia, together with hub carrier Finnair and digital consultancy Futurice, tested the use of face recognition technology at Helsinki Airport to gain insight into the benefits and risks from passenger, employee and technical viewpoints. Our talk deals with how we're utilising the insights to build future travel experience, and how the test setup was optimised to maximise generated insights in a short timeframe and at a low cost, without disrupting the operations in a zero-risk environment.

Synopsis: Learn from a joint presentation by Gatwick’s Development Director and Gatwick’s development partner about how the airport is creatively building additional capacity using groundbreaking operational, planning and technology solutions in a very mature and space-constrained environment. With its recent implementation of the world’s largest self-service bag-drop facility, its ongoing development of the next generation of passenger security screening systems, and its relentless efforts to maximise capacity and improve resilience on the world’s busiest single runway, Gatwick is at the leading edge of innovative, balanced capacity building to address its continuing and aggressive growth strategy.

Synopsis: Last year, Gatwick launched a hidden disability lanyard, a discreet signifier that the person wearing it, or someone in their party has a hidden disability and may need a little more time or help. This presentation will explain the process and benefits of the scheme.

Synopsis: Gatwick’s Electric Vehicles programme encompasses airport operational vehicles and landside transport with the aim of reducing vehicle emissions while improving operational efficiency. Because Gatwick occupies a compact site, power and charging infrastructure for EVs also requires careful planning and innovation. The presentation will cover the main elements of Gatwick’s programme and goals.

Synopsis: In June 2017 the {re}coding aviation hackathon took place. Some figures: 7 airports, 35+ APIs, 154 participants, 37 ideas, 19 nationalities, 48 hours of hacking. One great vibe and on top of it, an incubation. So was it a success? We'll tell you all about it and answer all your questions on using hackathons as a way to innovate.

Synopsis: In June 2017 the {Re}coding Aviation hackathon took place in Berlin. Seven airports participated, 35+ APIs were provided, 154 participants hacked, 37 ideas were presented, 19 nationalities took part in 48 hours of hacking, resulting in one grand winner and two incubations.

Synopsis: For airports around the world, there are often perceived and real challenges in achieving passenger delight, airline satisfaction, revenue expectations, construction cost controls and net zero energy, carbon and waste performance goals simultaneously. However, experience shows these multiple goals are achievable. In this presentation, we will explore the progression of SFO's dual commitments to exceptional passenger experience and getting to zero through the real-world lens of key T2, T3E and T1 design team members and SFO's Sustainability and Net Zero leadership.

Synopsis: The aviation industry offers smart solutions to the request for fast, efficient and cost-effective means of transport, as the low-cost era has consolidated a new way of doing business, tourism and culture. City airports play an important role in this scenario, as they connect the cities to the great opportunities for business, culture and leisure that the whole of Europe offers. Nevertheless, their growth may raise some sustainability issues related to environmental concerns and city planning. Naples International Airport has consolidated several best practices to manage noise, obstacle and third-party risk issues, to consolidate its strategy of sustainable growth.

Synopsis: Passenger experience is becoming increasingly important and challenging for airports to remain successful and profitable in the near future. Architecture and interior design are key elements to satisfy passengers’ escalating expectations at all levels in the aeronautical and non-aeronautical spheres. Reviewing some of the most distinctive aspects of the recently designed passenger terminal building for Lahore Airport, the presentation will discuss how architecture – by means of strategic spatial thinking, geometric design, material selection, ornamentation and innovative building techniques – can effectively improve passenger experience in airports.

Synopsis: The aviation sector is a prime target for not only terrorist groups but also organised crime groups, low-level criminals and even disgruntled employees. Airports are complex environments that present many opportunities for insider threat activity. The presentation will explain what constitutes the 'insider threat', how this impacts the aviation sector and airports, how an insider threat risk assessment process can be developed, and how this threat can be managed and mitigated through proactive personnel security measures, insider threat exercising and holistic integrated security management.

Synopsis: The panel will cover the views of an investor, a state-owned operator and a private-sector investor/operator on these key topics and challenges facing us all. Innovation – how much do we spend on this as airport operators?

Synopsis: Mobile commerce has proved to be essential for success in today's F&B and retail landscape. Mobile commerce is preferred by customers and drives increases in revenue and productivity. The airport concession industry has lagged behind the overall marketplace in developing efficient and effective mobile commerce for travellers. The reason for this lag is the nature of the industry, characterised by fragmentation and a peripatetic customer base. The solution is an aggregated platform with global coverage and a B2B distribution strategy leveraging the power of airline customer engagement, airport digital assets and other popular apps and sites.

Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.

Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Synopsis: Orlando wants to make it as easy as possible for its passengers to arrive by car. This session gives insight into how Orlando is using digital solutions to make parking as smart and reliable as possible. A number of digital initiatives can help to make parking a more pleasant experience. Things like availability, spot wayfinding, reservations, parking shuttle tracking and automated parking spot locator will help passengers on their way. You will learn how Orlando is enhancing The Orlando Experience through digital solutions, and how the app becomes part of an overall strategy.

Synopsis: As the aviation industry continues to rapidly move towards the E2E passenger journey, using walking-pace and single token as its vision, there is a need to design and deploy functions in an integrated process. This presentation provides a focus for airport operators, airlines and key airport stakeholders in improving the passenger journey through the entire air-travel experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger E2E programme. Case study discussion is presented from Orlando International Airport on improvements in the existing North Terminal Complex and post-design work for the new South Terminal Complex.

Synopsis: Digital transformation is the latest buzzword that everyone is using in the airport world, but what does it really mean? Can vendors really sell digital transformation to airports? Can airports buy the latest and greatest technology to improve the passenger experience? This is not the path that Toronto Pearson took in its digital transformation programme. Digital transformation is not the what, it's the how. It is about finding the right partners and building the processes that help in creating, enabling and transforming the airport in a smart, forward-thinking way. We will share our story of how we did it differently.

Synopsis: Airport operators have goals that often require the cooperation and collaboration of several thousand people who work for myriad companies, each with their own objectives. How then might airports influence all airport employees to work towards a common goal? How might they encourage behaviour that puts passengers first, creating a more helpful and friendly experience? All too often the answer is to design and deploy ‘customer service training’ and mandate participation in the programme. This presentation will describe how a team at the Greater Toronto Airports Authority challenged this premise and seeded a movement called ‘I am Toronto Pearson’.

Synopsis: This wide-ranging panel discussion will include a variety of viewpoints that will help attendees understand the whys and what works when it comes to creating sense of place in concession operations. Participants will include an airport concession manager, a small food service operator, a designer, a retail operator and an airport-focused style and fashion blogger. Does sense of place matter and, if so, how do/should different businesses express it? What do the public see and what do they care about? This panel discussion will answer these questions and more.

Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Synopsis: Passenger numbers are increasing, which offers huge commercial potential in retail and F&B if treated correctly. An answer lies in terminal flow thinking: changing how seating is used, to generate more business and a better passenger experience. Keflavik International Airport and Edinburgh Airport have made changes that accommodate the rise in passengers and keep people with time on their hands in and around the commercial areas – resulting in more satisfied passengers and better business.

Synopsis: Wayfinding research has a proven and direct impact on the passenger experience, which in turn correlates to airport business performance. However, research from recent ACRP Reports concerning wayfinding guidelines and best practices have identified the difficulties faced by international travellers, the elderly and disabled persons when navigating airports. These reports document the best wayfinding practices and principles for designing for persons with disabilities. This session will explore how the research-based guidelines centred around principles of universal design not only ease wayfinding for travellers with special needs but will likewise improve the passenger experience for all travellers.

Synopsis: By 2035, Heathrow Airport is aiming to increase its capacity to over 130 million passengers per year following the Government’s decision to support the delivery of a new runway. Having a long-term, sustainable vision that harnesses this growth is imperative, all while maintaining a high level of service for passengers and visitors. Creating both the design and operating model for this large-scale redevelopment is key to the Expansion Programme’s success. A multi-disciplinary design team is collaborating with Heathrow to deliver an extraordinary masterplan, and it is only by thinking and working differently that the innovation required can surface.

Synopsis: Today’s airports provide passengers with a pleasurable experience during their stay. The interconnection with public transport, the journey to and from the airport, is indispensably linked with passenger expectations and demands. Metros play a leading role in that. While most European metro systems age, the urge for renovation and modernisation is tied in with passenger safety and comfort. Successful city-to-airport development starts with seamless and pleasurable connectivity. In the era of 'time-space compression’, spatial comfort needs to be rethought. Our project, the renovation of the Metro Oostlijn stations in Amsterdam, addresses these topics of passenger satisfaction through spatial comfort.

Synopsis: The presentation will outline Paris Aéroport's retail development plan: 2018-2020 innovative projects, new retail and F&B vision.

Synopsis: Based on several studies and workshops conducted by Aéroports de Paris, the presentation will focus on how to create a unique new passenger experience meeting millennials' expectations and behavioural trends. It will also discuss the key factors of success to answer the rising needs of the new generation.

Synopsis: Groupe ADP has developed the Innovation Hub programme, which uses the company's airports as 'real living laboratories' to meet the challenges of transformation through an open innovation approach. Currently, the Innovation Hub programme is a powerful driver of change working to improve the company's competitiveness. The presentation will be about using the cross-functional approach to innovate. It will focus on three main pillars – open, connect and invest – which will be developed on stage and illustrated through one main experimentation each time, based on smart airport, improved connections and robotics.

Synopsis: Based on several studies and workshops conducted by Aéroports de Paris, the presentation will focus on how to create a unique new passenger experience meeting millennials' expectations and behavioural trends. It will also discuss the key factors of success to answer the rising needs of the new generation.

Synopsis: The panel will cover the views of an investor, a state-owned operator and a private-sector investor/operator on these key topics and challenges facing us all. Innovation – how much do we spend on this as airport operators?

Synopsis: The future of air travel is both exciting and challenging. One of the greatest challenges is how we get from today’s airport to the future airport – do we have a Future-Ready Airport? Together, Arup and GVK explored this under Arup’s Future of Air Travel initiative and identified nine implementable pilots as the stepping stones to the Future Airport. Equally, these are game-changers for how airports can work in the next one to five years. Passenger Terminal EXPO will be the first time these innovations have been made public, when GVK and Arup take a deep dive into one of those pilots.

Synopsis: Airport terminals are mostly designed as architectural marvels that are functional. But the fact is that after commissioning, all terminals remain as functional commodities. The experience we have while travelling through these terminals is the ultimate differentiator. Thus the human side of air travel can no longer be ignored while designing the airports of the future. In the growing world of virtual reality, it's the real reality world that needs to be humanised.

Synopsis: Since the start of operations only three years ago, HIA, as Hamad International Airport's airport management company, has continuously improved operations and its service offering for passengers and the public alike. Efforts of HIA have resulted in prestigious accolades such as Hamad International Airport being named a 5-star airport with a leading position in the Middle East region. It has recently launched and is very quickly rolling out A-CDM with a great success, measured by the transformation HIA is achieving in its business, its operations across the entire organisation and progressively throughout the airport community.

Synopsis: The HIA security programme includes a commitment to mutually beneficial research and development in coordination with selected suppliers to improve the effectiveness of passenger screening, while optimising efficiency and improving the experience. We will share some of the recent developments across our HIA screening operation and the outcomes of integrated trials conducted with Rohde & Schwarz, CEIA, and Smiths Detection that provide an integrated passenger screening solution combining WTMD, millimetre-wave body scanner and shoe screening equipment. Landside security: proof of concept results from HIA trials of Apstec’s Human Security Radar product, to enhance security in public spaces.

Synopsis: The presentation will centre around the changing needs of passengers in the last decade and how this has resulted in a different focus to conventional airport business development strategy. Traditionally airports were infrastructure providers who made their money through leasing areas. There is a shift in that mindset and airports are now maximising commercial revenues through improved customer experience, the optimisation of which depends on extensive research into passengers' needs.

Synopsis: The presentation will consider current trends and opportunities for an aerotropolis or airport city. Drawing on our case study for a new Scandinavian airport city, the presentation will propose ideas for the future airport city on a global, national, local, neighbourhood and human scale. It will outline the diverse design, technical and socio-economic drivers in the design of a successful airport city, including the development of a successful business plan; environmentally sustainable masterplan strategies; integration of smart technologies; efficient links to adjacent airport and surroundings; flexible phasing strategies; and innovative building and transport typologies.

Synopsis: In October 2006 Adelaide Airport, Australia, opened its new state-of-the-art, multi-user terminal building. This introduced progressive design concepts with the delivery of swing-gates and glass-sided air bridges. Most significantly, for the first time at Adelaide, the design allowed all airlines to operate from the one purpose-built terminal facility, acclaimed across the wider industry and travelling public alike. Ten years on, Adelaide Airport’s commitment to continual improvement across the entirety of its operation has led to innovative plans for an expansion of the terminal that will ensure the ongoing growth of Adelaide Airport and provide greater efficiencies of airport operations.

Synopsis: This panel consists of tenured airline security leadership from several European and US carriers to provide a global perspective on security in the transportation system, impacts to the customers and what aviation stakeholders need to know. Meet airline security leaders from Lufthansa, Finnair, American, Delta and United who will present a discussion on striking the balance between customer service and security in the current environment. There will be an open question and answer session at the end of the panel discussion.

Synopsis: The panel will discuss aligning smart borders, smart data processes and smart risk assessment.

Synopsis: A panel of practitioners who deal with air travellers with cognitive issues will discuss issues including autism, developmental disabilities, ADHD, dementia and PTSD.

Synopsis: Heathrow Airport Ltd and the Heathrow Airline Operators Committee (AOC) will provide insight into the problems currently faced in managing passenger identity, their joint vision for the future and the roadmap for identity management and the use of biometrics at London Heathrow Airport. This will include detail on the extensive collaboration between airlines, government authorities and the airport as well as the emerging learning from demonstrators and early deployments in the live passenger environment.

Synopsis: By 2035, Heathrow Airport is aiming to increase its capacity to over 130 million passengers per year following the Government’s decision to support the delivery of a new runway. Having a long-term, sustainable vision that harnesses this growth is imperative, all while maintaining a high level of service for passengers and visitors. Creating both the design and operating model for this large-scale redevelopment is key to the Expansion Programme’s success. A multi-disciplinary design team is collaborating with Heathrow to deliver an extraordinary masterplan, and it is only by thinking and working differently that the innovation required can surface.

Synopsis: Heathrow Airport Ltd and the Heathrow Airline Operators Committee (AOC) will provide insight into the problems currently faced in managing passenger identity, their joint vision for the future and the roadmap for identity management and the use of biometrics at London Heathrow Airport. This will include detail on the extensive collaboration between airlines, government authorities and the airport as well as the emerging learning from demonstrators and early deployments in the live passenger environment.

Synopsis: The presentation will offer a summary of Heathrow's surface access strategy for expansion, including how new rail connections will help put Heathrow at the heart of the UK transport network and how an ambitious and innovative transport plan will help deliver expansion in a sustainable way that benefits all users of the transport network.

Synopsis: Passenger experience can be won or lost on two fronts: the physical journey through an airport and the digital journey. Heathrow, with its partner Acxiom, will demonstrate how it has transformed the use of data and technology to create a multi-channel communications programme as part of its Heathrow Rewards loyalty programme. By uniting around a single, connected view of the passenger, Heathrow delivers a digital experience aligned with the brand promise of ‘making every journey better’, resulting in a 13% uplift in incremental retail spend. The approach has been shortlisted by the UK Direct Marketing Association for Best CRM Programme 2017.

Synopsis: The presentation will discuss where Heathrow is in relation to the service provided to PRMs and passengers with hidden disabilities. The speaker will offer an insight into where Heathrow is with its vision to create a world-class care and dignity culture that ensures all passengers are able to travel through Heathrow in the way that they choose.

Synopsis: Delivering passenger automation at Heathrow requires collaboration between a multitude of Heathrow teams, airlines, third-party suppliers, government and standards bodies. The presentation explores initiatives to date in areas such as self-service bag drop and the FTE award-winning biometric self-boarding and demonstrates how live trials have been used to prove value and capability before service roll-out. The strategy for automation is discussed, where an increased emphasis on data services and IT integration will enable a smart airport capable of delivering a low-friction, seamless passenger journey.

Synopsis: Heathrow recently celebrated its 70th birthday. Asbestos was used extensively in buildings up until the 1980s, when the dangers it poses to health were fully understood. Today, ensuring passengers and colleagues are safe from asbestos is a major challenge, particularly in the ever-changing environment of airport terminal buildings. This paper describes how Heathrow is responding to the asbestos management challenge, in particular describing how Heathrow has created a collaborative team of experts and stakeholders. The paper also describes Heathrow's approach to training and communication of asbestos risks, and highlights some of the lessons learned along the way.

Synopsis: The latest research in the channel shows that the traditional travel retail model is under threat, with airports’ non-aeronautical revenues slipping steadily due to rapidly changing purchasing behaviours, shifting traveller demographics and the rise of disruptive technologies. Airports and airport retailers seem to be struggling to address these challenges. Digital solutions to counter e-commerce lack the single-platform integration needed to function effectively. Listen to the company that launched a digital revolution in travel retail with its Omnichannel Airport Revenue Digitisation Platform, on the new digitally transformed vision for non-aeronautical revenues, which proposes proactive solutions to these challenges.

Synopsis: With Apple and Google’s recent efforts to bring augmented reality capabilities to every mobile device, AR will achieve widescale adoption. Airports present tremendous opportunities to take advantage of this entirely new computing canvas to provide real value to travellers and solve practical problems. This session will explore augmented reality initiatives undertaken by airports in partnership with airlines. We will discuss the key use cases and problems being addressed, as well as what technology and investment is required to deploy at scale. It may be less effort than you think.

Synopsis: In June 2017 the {re}coding aviation hackathon took place. Some figures: 7 airports, 35+ APIs, 154 participants, 37 ideas, 19 nationalities, 48 hours of hacking. One great vibe and on top of it, an incubation. So was it a success? We'll tell you all about it and answer all your questions on using hackathons as a way to innovate.

Synopsis: The challenge: increase gate capacity to allow passenger growth from 53 million to 71 million per year on a site that has no ability to expand runways or build additional passenger processing facilities. The solution: the Terminal 1 redevelopment programme. This multi-year, multi-phased project will deliver a state-of-the-art, 25-gate terminal and boarding area, with a sterile connector to the FIS allowing additional flexibility to process international passengers. The project will include the first US installed Individualised Container System (ICS) baggage handling system and 100% shared-use infrastructure. This US$2.4bn project is being delivered by two separate design-build teams.

Synopsis: This paper challenges the assumed definitions and likely impacts of increasing PRM numbers, offering possible strategy and design solutions to address the emerging challenge and attitudes. We are getting slower, needing more time but not necessarily a wheelchair, and we need to accommodate the increasing needs of sensory and mental health issues as well as mobility. Moral and economic demands on airports and designers require us to challenge the attitudes of standard and minimum ratio-driven regulatory provision and the quality of design, and in doing so we will demonstrate the benefits of a more integrated approach.

Synopsis: Hartsfield-Jackson Atlanta International embarked on a US$6bn capital plan. Designed to provide dynamic passenger experience, enhanced airside safety, increased airfield efficiency and improved landside facilities, ATLNext includes a diverse range of projects. The presentation will review the overall goals of ATLNext, illustrating the wide range of work including dramatic concourse renovations, concourse expansions, airside fire stations, landside roadway realignments, a K9/EOD facility, maintenance facilities and the reconstruction of landside parking facilities. The challenges of managing multiple design and construction projects will be discussed, along with project management techniques to achieve design consistency, budgetary alignment and schedule compliance.

Synopsis: The US Department of Transportation Airport Cooperative Research Program invests millions of dollars annually in research to identify ways of improving airports. This presentation will provide an overview of the programme as well as information about how to: propose topics for study, obtain copies of the research findings and participate in the programme.

Synopsis: As many players in the aviation industry are interested in efficient and high-quality services for their customers, including passengers, it make sense to define common standards for information exchange and data models. Data exchange in the aviation industry remains a big challenge and not only to exchange some data, but to ensure that there is a common terminology of data, regardless of which data is exchanged.

Synopsis: P3 is a comparatively new, but critically important, delivery structure, and this presentation proposes to offer an overview of P3 projects and pursuits in the USA, and their current status. Among the questions to be addressed are: What is the current state of P3 at US airports (successes/challenges). Why is a P3 delivery structure being used by US airports and/or municipalities? An assessment of P3 opportunities vs. risks. Is P3 at US airports a viable and sustainable delivery structure? This panel discussion will offer the perspective of the sponsor/owner, investors, terminal operators, builder and designers.

Synopsis: BNP and AAHK will present a new software tool that allows airports to make operational decisions for their baggage systems based on changing conditions. The Operational Modelling Tool (OMT) has two primary purposes: (1) Assist in daily/near-term planning to manage resource requirements due to last-minute flight schedule changes, load variation, flight delays, etc.; (2) Assist in medium-term planning to identify requirements for changes to upcoming schedules, check-in assignments, makeup configuration and passenger processing. The presentation will focus on the Rapid Analysis Mode (RAM), ideal for quickly analysing impacts to operational capacity and staffing requirements.

Synopsis: Houston Airports is blazing a trail using big data and passenger research to understand its passengers' needs and then meet or stay one step ahead of them. Enhancing the digital experience is a primary need and a primary marketing objective: free wi-fi is as essential as water, mobile websites are a must, and browser-based interactive maps are the new basic (a.k.a. wayfinding 2.0). Raising passenger awareness of these offerings requires ingenuity, from in-airport promotion to digital advertising. It all leads to happier passengers (and increased revenues).

Synopsis: A smart airport is designed, constructed and living like an ecosystem. In order to support the self-developed capacity, ICT plays a irreplaceable role in the airport's e2e lifecycle. As a leading new ICT solution provider, Huawei will share how to support an airport's sustainable capacity and future business expansion.

Synopsis: Airport areas often suffer from mono-functional urban planning, second-rate architecture, insufficient transportation and a poor living environment. Why are urbanity and hospitality important? What are the solutions to create an attractive, people-centred and enjoyable airport area? How is it possible to involve the local communities (inhabitants, employees, visitors) in the process? How to use urbanity and hospitality as marketing assets? The presentation will outline the example of Paris-CDG and Le Bourget airport area.

Synopsis: Air transport is no longer just about the flight; it's about the complete journey from home to final destination. Passengers are expecting to be kept aware of all the details of their journey in real time. The concept of travel communication introduces the possibility to personalise the passenger experience via real-time communication, providing a trusted source of information shared between stakeholders over API technology. The project aims to provide a standard definition of data terminology and format in addition to identifying the trusted source of data.

Synopsis: This wide-ranging panel discussion will include a variety of viewpoints that will help attendees understand the whys and what works when it comes to creating sense of place in concession operations. Participants will include an airport concession manager, a small food service operator, a designer, a retail operator and an airport-focused style and fashion blogger. Does sense of place matter and, if so, how do/should different businesses express it? What do the public see and what do they care about? This panel discussion will answer these questions and more.

Synopsis: US DHS Secretary Kelly announced that the TSA would be "raising the bar" for aviation security standards on flights to the United States in lieu of the ban on personal electronic devices. This panel is designed to inform the audience about the impacts to airports, airport security, airlines and passengers, with input from the most experienced leaders in this space: the security service providers that have been performing these functions for US airlines for 15+ years and are now expanding to assist with implementation globally.

Synopsis: Idemia will present the fully automated departure and arrival process of Singapore International Hub, Changi, and how it works. It will look into the governance and biometric performance challenges to design and build a complete end-to-end passenger process. We shall then look into how these applications match the requirements of the future of EU Smart Borders initiative.

Synopsis: For Royal Air Maroc, the passenger journey begins at the airport. We have embarked on an ambitious development programme, putting the customer at the heart of our company’s strategy and bringing our service to the next level. Royal Air Maroc has delivered a customised check-in CUSS solution to equip our main airports in Morocco and allow us to effectively and smoothly process a maximum number of passengers within a limited footprint. A new bag drop solution will be deployed in early 2018, allowing us to further enhance the overall check-in experience at the airport.

Synopsis: APIS is considered a vital tool in the fight against terrorism. It is mandatory for travel to 39 countries, and the UN has called on all states to "require airlines to provide APIS information". But at present APIS data is not verified prior to the airport, and research has revealed that up to 50% of APIS entries have an error, so its value is severely reduced. It seems probable that more governments will require airlines to check the accuracy of APIS data, with the risk of queues, delays and passenger dissatisfaction. There needs to be a better way.

Synopsis: The identification of complex information by applying big data management paradigms will help identify hidden trends regarding different airport processes, which will give the airport market sector a new dimension to grow by identifying passengers’ behavioural patterns. This project is focused on understanding passenger flow within the airport, highlighting its impact on other airport processes such as aircraft, security and retail. Passenger descriptive models are defined, analysing historical data. The combination of these models with flight schedules for a specific period will enable airports to predict when each passenger segment (business, economy, groups, domestic, international, etc.) will arrive at the airport and how they will circulate within it.

Synopsis: The application of the BIM (Building Information Modelling) methodology has demonstrated significant gains for the engineering industry. Considering the potential fruits of the use of this technology in the airport sector, this work presents the conception of the pilot project of implementation of BIM by Infraero. The Digital Airport project consists of the 3D digital model of the site and buildings, from Governador José Richa Airport in Londrina, accessible by applications within a single integrated information platform. This presentation presents the benefits not only for engineering but also for commercial areas, operations and airport management.

Synopsis: The presentation will share the different initiatives and co-operative projects that are being carried out by regulators in cooperation with relevant stakeholders. Customs and aviation together with relevant stakeholders are working to identify and mitigate ‘bomb in the box’ from being loaded onto aircraft, and at the same time to ensure identification of high-risk passengers to prevent them boarding flights. In addition, regulators are working closely together to avoid duplication and close the gaps, not only to secure the borders but also to provide facilitation.

Synopsis: Aviation security has long focused on preventing the introduction of prohibited items in the security restricted areas as opposed to trying to identify potential perpetrators, which has long been an impossible exercise. The modernisation of passenger data transmission is a key factor to enhance the early identification of high-risk passengers.

Synopsis: The presentation will provide an overview of capex plans and airport projects in the Middle East, the nature of the procurement process, how governments are building those facilities (PPPs vs. government equity) and opportunities that exist.

Synopsis: As many players in the aviation industry are interested in efficient and high-quality services for their customers, including passengers, it make sense to define common standards for information exchange and data models. Data exchange in the aviation industry remains a big challenge and not only to exchange some data, but to ensure that there is a common terminology of data, regardless of which data is exchanged.

Synopsis: The systematic destruction of African wildlife affects AVSEC via illicit activities impacting aviation facilities, systems and equipment, personnel (aircraft, flight operations, aerodromes, air navigation services, etc.), law enforcement and regulatory oversight, financial institutions, economies, governments and our future. Issues include illegal transport across international borders, money laundering, smuggling, human and natural habitat destruction, corruption and a host of other crimes increasing exponentially. AVSEC practitioners represent a front-line opportunity to deter, detect and prevent these activities.

Synopsis: Change the mindset in the environment and community about current threats. Instil the requirements to mitigate such threat, build trust and confidence between the various parties, ensure evidence-based practices are used as solutions, and actively use and visit operational procedures that are proven to mitigate threats and prepare employees, tenants and the public. Provide effective communication, continuity and collaboration throughout the environment and in the community. Excel in prevention and crisis management. Providing better awareness with real-time information and exchange of intelligence is imperative.

Synopsis: Project Griffin International is a non-profit police and security initiative designed to assist government, public authorities, transportation security, critical infrastructure, security operations and mass event environments in implementing strategic action in an environment to provide a safer and less vulnerable community. Mitigating risk, enhancing security management systems. The 3Ps of preparing, protecting and preventing. Being ready for terrorist and serious crime activity in today's world means changing the security mind-set. Griffin will put in place tactics to meet today's challenges. An organisation's, safety and image are at stake. There are no second chances.

Synopsis: With urban populations rising, new connected tech promises to make cities, airports and other destinations more efficient, sustainable and enjoyable. But adapting to a 21st-century world takes more than IoT, big data or arrays of sensors. This session will explore the vision, platform and people needed to create responsive places with soul. Learn insights from our experience with LinkNYC, the world's largest and fastest free public wi-fi network, building new transit solutions with the MTA, and developing a new neighbourhood from the ground up on the west side of Manhattan.

Synopsis: Keflavik Airport studies the current practices of when gate numbers are displayed to passengers and the effect this has on border control at Keflavik. Based on the study of these practices, a simple model was developed with the objective of minimising the queue time at Border Control by displaying the gate number at different times for different flights. Keflavik will explain the simple idea around the model and share the outcome of its tests and how the borders have been affected.

Synopsis: Keflavik Airport studies the current practices of when gate numbers are displayed to passengers and the effect this has on border control at Keflavik. Based on the study of these practices, a simple model was developed with the objective of minimising the queue time at Border Control by displaying the gate number at different times for different flights. Keflavik will explain the simple idea around the model and share the outcome of its tests and how the borders have been affected.

Synopsis: How do you maximise your retail revenue from a small and constrained space? How do you provide an offer with a wide range of desirable products from different retailers that together create a complete local touch shopping experience? How do you get many different retailers to work together, ensuring passengers good service and opening hours whether one flight or 30? Keflavik Airport, which has doubled the number of passengers in last three years, presents a case study from a new shopping area where all retailers worked together with the airport to create a win-win result for stakeholders and passengers alike.

Synopsis: Innovative customer service is at the core of the motto 'Easy Come, Easy Go' for Baltimore/Washington International Thurgood Marshall (BWI) Airport. BWI strives to achieve this through strategic planning, design, construction and daily operation. This paper will highlight specific creative decisions implemented over the years to make an efficient, cost-competitive, customer-friendly airport as well as innovative future improvements on the horizon. It will discuss how a specific problem-solving attitude creates an innovative culture used by BWI employees, consultants, tenants and contractors, resulting in enhancement of customer experience.