Synopsis: The future of airport travel will see contactless biometric technology replace all forms of travel documentation. The direct result of these advances means no queuing and congestion. Consequently, the focus will be on traveller experience. Understanding what customers really want is crucial – what genuinely defines travel experiences, or measures what customers value most. There are potentially six next-generation traveller segments. These 'tribes' are not based on demographic characteristics or class of travel, but on the values, behaviours and needs of travellers. In the future we will see aviation working alongside the likes of Google and Amazon.

Synopsis: The presentation will cover: overview of Narita Airport, the SMART Airport initiative, the SMART Airport concept, interactive digital signage, precision indoor digital maps and precision position finding, mobile app development, next-generation airport services using cutting-edge robotics.

Synopsis: Swedavia is a state-owned group that owns, operates and develops a network of 10 airports across Sweden, with safety and satisfied passengers as the foundation of our business. Our role is to contribute to, and create, the accessibility that Sweden needs to facilitate travel, business and meetings – in Sweden, in Europe and around the world. Swedavia is also world leading in developing airports with the least possible environmental impact, both in our own operations and in the aviation industry in general. We believe that biofuels and other sustainable innovations are key aspects. Increasing our capacity and creating the right prerequisites for better connectivity and international accessibility in the coming years are crucial for Sweden and for Swedavia. Through innovative solutions and with sustainable means, we develop the airports of the future.

Synopsis: 

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: 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 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: 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: 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: 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 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: 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: 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: 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: Information and communications technology (ICT) has evolved into one of the most critical aspects of airport infrastructure and requires robust standards and guidelines to complement efficient growth. Airports are continually expanding, and multiple consultants and stakeholders can be involved at different stages of design and construction, often spanning multiple years. ICT systems are rapidly changing and the lines are being progressively blurred between traditional electrical supply and ICT infrastructure. To align with the evolution of ICT as a recognised '4th utility', new approaches are needed by design professionals and airport authorities to stay ahead of the curve.

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 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 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: Both iOS and Android are including AR as one of their top priorities in all mobile innovation. Augmented reality (AR) is a view of a real-world environment where elements are augmented by computer-generated input such as sound, video, graphics or GPS data. How can an airline implement AR in its customer journey? On a mobile device an airline can inspire, entertain and sell via augmented reality. This presentation will show how KLM is doing that.

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: 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: 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: 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 presentation will discuss S7's experience in implementing IATA's resolution 753 as a passenger information service, intended to improve passengers' travel experience by allowing them to track their checked bags in real time throughout the journey. S7 developed a platform based on BagJourney, a service recently developed by SITA to help airlines cope with IATA resolution 753. In addition, the system supports other data sources such as RFID baggage tracking systems and GPS trackers. All the data is organised and stored in a unique database that can be accessed by passengers via mobile app or web, to find out the location of their bags.

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: Hospitality, digitalisation and automation are not contradictory. With a smart service strategy they will support each other, aiming for improved passenger experience at lower unit cost. The presentation provides service examples to show how the ground strategy of Lufthansa, Swiss and Austrian Airlines leverages the opportunities.

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: 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: Last year, Spain received more than 60 million tourists, approximately 30 million of whom arrived from non-Schengen countries. Migration, terrorism, trafficking and smuggling are security issues related to international movements of people. These movements are concentrated on short periods of time. Our challenge was to build the technological infrastructure capable of integrating technology and new operating procedures to find a balance between security and efficiency in migration management, border checks and law enforcement.

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

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

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

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: 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: 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: 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: One of the major challenges in airport operations is to ensure an efficient collaboration with air traffic control. Changes in arrival flows may have a significant impact on the turnaround process, including airline ground handling and airport support services. The System Wide Information Management (SWIM) concept developed in ATM during the last 10 years has revolutionised the way ATM stakeholders can interact and collaborate at a global and European level. By standardising information exchanges and making use of widely adopted internet-based technologies, it decreases costs and enables development and implementation of operational concepts such as airport collaborative decision making.

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: 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: 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: In this presentation, we will describe difficult planning issues and how they were resolved to permit the Port of Seattle to transition from its vision for airport development to programme implementation.

Synopsis: Schiphol is busy and is facing a huge challenge: how to deal with large volumes of passengers while limited in capacity. We can improve efficiency by improving our terminal operations. And we do this with Wilbur. Wilbur (Wilbur Wright) is a system that combines data from all different sources and shows only that which is relevant for coordinators to take corrective action, up to four hours in advance. We built it from scratch – a cutting-edge system when it comes to proactive steering. Powered by artificial intelligence and smart models, Wilbur helps the coordinators with decision making.

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: 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 provide airport operators, airlines and security personnel with the latest guidelines and standards from the RTCA SC-224 Special Committee. This presentation will focus on emerging guidance for security access control systems, identity management systems, smart card technology and biometrics. The presentation will also focus on the subcommittee’s upcoming activities to develop operational guidance for airport operators.

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: As an airport, but also an operator of common use lounges, both within its own airports and as a 'tenant' within other airports, Manchester Airport Group will discuss the background and growth in the global common use lounge market, the value such lounges can add to your airports, and how having the experience of operating in its own airports and as a concessionaire within other airports gives Manchester a unique perspective on not only what makes a good 'landlord' but also what makes a good 'concessionaire'.

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: 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: In this presentation, we will describe difficult planning issues and how they were resolved to permit the Port of Seattle to transition from its vision for airport development to programme implementation.

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 Minneapolis-St. Paul area welcomed Super Bowl LII to its region on 4 February 2018. Find out what the airport communities did to prepare to welcome over 1,100 private jets, and how MSP handled its busiest passenger day ever on the day after the big game.

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: 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: 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 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 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: 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: To extend the planning horizon at Swedavia, a new department called Masterplanning was established in 2016. One purpose is to coordinate the plans for airport, commercial and real estate interests. A new process for airport planning 50 years in the future is developed. One contribution is the Charrette method: a workshop where different internal and external competences work together from idea to planning proposal using sketching. This presentation will explain the steps in the process in general, and show examples from Stockholm Arlanda Airport and Göteborg Landvetter Airport, which are both at different stages in the planning process.

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

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: 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: The Beijing New Airport is a new gateway for China, a portal for Beijing to the world, and a necessary catalyst to support the continued growth of the region’s economy. Following the start of construction in 2015, the construction of the airport has progressed rapidly, all while the project is still undergoing detailed design. This presentation will illustrate the challenges of building one of the world’s largest single-volume, long-span terminal buildings, showcasing the construction operations at the Beijing New Airport site and explaining how an international design process is being translated into built form in China.

Synopsis: As a result of more than 10 years of dedicated work with energy efficiency at Stockholm Arlanda Airport, there has been a 30% energy reduction and 100% green energy supply based mainly on profitable investments. The presentation will introduce you to the background of the set targets, how they were achieved and some plans for the future for developing energy-efficient airports.

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: 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: 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: TTIA’s passenger volume has grown by an average of 9.51% for the past three years. Up until 2016 it fell into the 25-40 million passenger volume category. Under the overload conditions of airside and landside facilities, TTIA has brainstormed with all its stockholders to launch programmes to improve the procedures of airport operations and increase revenue to achieve a win-win situation in the public and private sectors.

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: 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: 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: 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: 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 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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:  Air travel has changed dramatically in the past 25 years. No longer a hub for connecting traffic of one dominant airline, Pittsburgh International Airport has the opportunity to propel the region forward through the modernisation of its facilities. Learn how the new terminal’s foundation will not be made of just concrete and steel, but is also being built on a high-performance team. Discover the journey PIT made through a masterplan process that sought to meet the challenges of tomorrow, while aligning its resources today to gain approval by the airlines and key stakeholders in order to realise this vision.

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: Annual 'best airport' rankings (for example, J.D. Power, Conde Nast and Skytrax) feature a diverse range of airports. Furthermore, many airports consistently rank as 'best in class' every year. How can airports that are seemingly so different consistently rank as best in class? We will explore the breadth of characteristics of best-in-class airports, from Singapore Changi Airport to Portland International Airport. The Port of Portland will discuss specific strategies it uses to ensure PDX’s programmes and investments preserve and enhance its best-in-class status.

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: All stakeholders understand that accurate, real-time, consistent flight information is the key to maintaining high operational performance in a busy airport. To meet the demand, TIAC successively developed FOS, FRCS and ACDMP from 2009. FOS is the system for flight management, and its information can support many airport systems such as FIDS, BHS, ADVGS, billing, etc. directly. As for the FRCS, it is a subsystem FRCS of FOS, of major importance in recovering the operations in adverse conditions. These systems produced a very helpful effect for TTIA. This presentation will introduce the experiences of the implementation of TIAC.

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

Synopsis: The presentation will discuss how landside monitoring helps to manage passenger flows in a decentralised terminal infrastructure. It will show which technologies are used and were developed for these needs. The two big pillars are a waiting time measurement system to monitor the current situation at all checkpoints, and a forecasting tool to plan for the upcoming peak situations. The presentation will also give an insight into the accuracy and validity of those systems.

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: 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: Darwin International Airport is the first airport in Australia to establish and operate its own business centre and VIP International Lounge, setting a precedent for airport business diversification, aviation route development and customer service with the opening of its Wirraway Business Centre and Catalina Lounge. These developments fulfil a highly sought-after airline service and, with contemporary fit-outs, state-of-the-art facilities and seamless use of technology, they provide many benefits for passengers as well as national and local businesses. Improving customer experience was a key deliverable, as was the need to brand the airport with the Top End’s unique sense of place.

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: 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: 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 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: 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: 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: 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: 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: 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: 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: This is a WSP co-presentation with Andrew Dutton, Environmental Manager of Liverpool John Lennon Airport (LJLA). WSP has worked with several major airports on low-carbon heating and cooling solutions, and LJLA has recent practical experience in this area. This presentation will cover the carbon, air quality and cost savings from low-carbon heating and cooling solutions for airports, based on recent research and best practice examples. This is an important area for airport operators wishing to achieve carbon neutrality in a cost-effective manner.

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 describe the journey Swedavia is on, working with 10 local airports with different needs and conditions to build one coherent brand atmosphere based on customer needs. The speakers will outline the work behind the architecture and design guidelines and how they are executed in the projects.

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: A-CDM delivers significant benefits to all stakeholders at every airport in which it has been implemented worldwide. However, the existing A-CDM implementation guidance might appear partly outdated, as it does not consider the airport landside, meaning passenger (and baggage and cargo) operation. Moreover, it does not link operations with passenger experience. A-CDM 2.0 is a standardised methodology beyond the 'traditional' A-CDM to address passenger/landside operations in a holistic, seamless way, thus covering the airport in its totality. A-CDM 2.0 standardised methodology aims to benefit any airport eager to 'sweat' its existing assets and committed to performance-based airport management.

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: 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: 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: 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.

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: 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: 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 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: The CORE programme is an assembled suite of five major infrastructure upgrades under design: (1) Sustainable energy systems including geoexchange well fields and mechanical infrastructure to support the entire terminal complex; (2) Electrical infrastructure including upgrades to the existing 25kV power network and provision of standby power to the entire terminal complex; (3) Central Utilities Building (CUB) to house new mechanical and electrical infrastructure and replace the existing ageing utilities building; (4) New parkade, ramps and passenger bridges to expand car rental and public parking; (5) Rainwater capture to supply emergency firefighting water and to reduce potable water use.

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: 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: 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: SEA Milan Airports' commitment and results in engagement with its stakeholders and, particularly, with employees was fundamental to recover from the emergency situation after AZ-de-hubbing in 2008. Cooperation, transparency and respect in these relationships create a team spirit outside and inside the organisation and are the basis of the value chain to inspire a common service understanding and a service culture. The experience offered to persons with disabilities is a highly successful example of services planned and implemented thanks to the continuous communication and collaboration with the stakeholders, employees and associations to anticipate and meet their needs and expectations.

Synopsis: The growing threat of disruptive incidents to airport operations, coupled with the significant contribution of aviation to the global economy, underscores the importance of increasing the resiliency of airports and their ability to recover quickly after an unplanned event. The presentation will outline Perth Airport’s approach to business continuity management and the role new technologies can play in the execution of plans. The value of integrating business continuity planning principles into the very early stages of airport expansion programmes will be examined, with specific reference to the lessons learned from the airport’s major expansion project.

Synopsis: A key focus for the CAA is improving accessibility to air travel for people with hidden disabilities such as dementia, autism and mental health issues. CAA research suggests that a high number of people with such disabilities continue to lack confidence to travel by air. The CAA has called on UK airports and airlines flying from the UK to provide additional assistance services and enhance existing services to support this group of passengers. In the past year, airports and airlines have introduced many successful new services that have already benefited a large number of UK passengers.

Synopsis: 'Digitalisation' is the buzz word of recent years and has affected the whole customer journey at an airport. In particular, the first and last contact point with an airport – parking – can benefit tremendously from the new opportunities digitalisation holds. Not only does a seamless booking process enhance the customer experience, but so also does providing the right product for the right customer at the right price. This presentation is directed at airports that want to boost their car park revenue while still meeting customer needs. It will address how big data and customer insights could be turned into profitable decisions.

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: 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: 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: 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: In recent years, Abu Dhabi International Airport (AUH) has experienced considerable traffic growth, especially during peak hours. To cope with this remarkable traffic increase, a new midfield terminal building is scheduled to open in the coming months, taking passenger experience and service quality standards to the next level. In the meantime, AUH airport management has prioritised the optimisation of process management and service quality in the existing terminals. This presentation focuses on the excellent results of the cooperation between Abu Dhabi Airports Company (ADAC) and Munich Airport in a process optimisation project successfully launched in 2017.

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: 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 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: 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: Most operational segments of airports are highly digitalised – but what about niche services such as baggage trolleys in your terminals? Imagine you could monitor the number of trolleys per station, create intelligent routings for your staff to refill these and get real-time reports about utilisation and productivity, while motivating your employees to work even better. Together with the up-and-coming Silicon Valley company Springshot, Stuttgart Airport developed an application to achieve exactly this. Join our talk and let’s discuss exciting topics such as simple solutions for niche services, gamification possibilities and transparency.

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 presentation will provide an outline of the projects and update on the progress and developments of the capital programme at Schiphol.

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: 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: With airports increasingly relying on commercial revenue to generate profit, Ben Green, London Stansted’s Head of Commercial Planning and Delivery, will discuss why retail is an essential part of any airport, and set out his vision for retail as part of Stansted’s latest multi-million-pound transformation. Over the next decade, the airport is investing £600m, which includes a new £130m arrivals building and a major transformation of the existing terminal. This major investment will ensure that Stansted can meet the growing demand in air travel, enhance the experience for passengers and unlock the airport’s capacity for more flights and destinations.

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: Swedavia is constantly working to create a more attractive airport environment for customers. A critical success factor for development is to deeply understand our customers and spread that understanding so that it influences decisions at all levels within the organisation. Swedavia strives to be even better at customer-driven service design and create new business opportunities by focusing on the customer. We are therefore introducing an iterative and cross-functional working methodology to create a holistic approach and common priorities. In that way we believe that we will succeed in improving the customer experience, regardless of who the customer is.

Synopsis: The Tokyo Olympics are approaching in 2020. We are the only airport in Tokyo and are the gateway to Japan. We need our employees to become one team, with one goal, fully focused on giving visitors the best possible experience. We planned to identify exactly what makes Haneda an attractive hub. We figured out how we can improve employee engagement and strengthen our brand so we’re ready for future expansion and growth. "We are Tokyo!" help turbocharge our internationalisation, based on offering unbeatable convenience, safety and excitement. Our initiatives made our employees proud of Haneda Airport and satisfied with their positions.

Synopsis: Airport urbanism (AU) is a new people-focused approach to designing airports, and to planning the urban districts that surround major airport hubs. Focusing on eight key drivers of success, AU leverages existing assets in the airport area to increase non-aeronautical revenue, improve the passenger experience and develop local communities. By revealing the desires of the people who use the airport on a regular basis – passengers, residents and employees – airport urbanism empowers us to see more clearly how airports and cities can grow together for mutual economic benefit.

Synopsis:  Air travel has changed dramatically in the past 25 years. No longer a hub for connecting traffic of one dominant airline, Pittsburgh International Airport has the opportunity to propel the region forward through the modernisation of its facilities. Learn how the new terminal’s foundation will not be made of just concrete and steel, but is also being built on a high-performance team. Discover the journey PIT made through a masterplan process that sought to meet the challenges of tomorrow, while aligning its resources today to gain approval by the airlines and key stakeholders in order to realise this vision.

Synopsis: Nowadays, most airports use a plethora of IT solutions. Ideally, these solutions work closely together to provide an integrated picture. In practice, we expend a lot of effort trying to fit together a patchwork of solutions. At Amsterdam Airport Schiphol we changed perspective. To create one integral system, design patterns must enforce this, i.e. join IT platforms (selected Best of Breed) together. In this way, we create a digital twin of our physical airport. This view not only includes day-to-day airport operations, but can also be broadened into long-term capacity planning and advanced analytical reports.

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 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: As an organisation, innovating is essential. But where do you start and where do you want to go? As the very first person to work with a dedicated focus on innovation at our regional airport, the speaker will share what has been learned in the first year, because these insights can be helpful to organisations across the board, big and small.

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: All stakeholders understand that accurate, real-time, consistent flight information is the key to maintaining high operational performance in a busy airport. To meet the demand, TIAC successively developed FOS, FRCS and ACDMP from 2009. FOS is the system for flight management, and its information can support many airport systems such as FIDS, BHS, ADVGS, billing, etc. directly. As for the FRCS, it is a subsystem FRCS of FOS, of major importance in recovering the operations in adverse conditions. These systems produced a very helpful effect for TTIA. This presentation will introduce the experiences of the implementation of TIAC.

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 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: 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 presentation will cover: overview of Narita Airport, the SMART Airport initiative, the SMART Airport concept, interactive digital signage, precision indoor digital maps and precision position finding, mobile app development, next-generation airport services using cutting-edge robotics.

Synopsis: LaGuardia Gateway Partners (LGP), Skanska Walsh JV (SWJV) and HOK/WSP are collaborating to replace the Central Terminal Building at New York's LaGuardia Airport. LGP was selected to take over operations of the Central Terminal Building for 35 years. The biggest challenge is the fact that the new terminal is being constructed on the same site as the existing one. This presentation will discuss how new technologies are facilitating the construction process while minimising impacts on operations and travellers and providing a robust infrastructure to build on for the next 35 years.

Synopsis: LaGuardia Gateway Partners (LGP), Skanska Walsh JV (SWJV) and HOK/WSP are collaborating to replace the Central Terminal Building at New York's LaGuardia Airport. LGP was selected to take over operations of the Central Terminal Building for 35 years. The biggest challenge is the fact that the new terminal is being constructed on the same site as the existing one. This presentation will discuss how new technologies are facilitating the construction process while minimising impacts on operations and travellers and providing a robust infrastructure to build on for the next 35 years.

Synopsis: As a result of more than 10 years of dedicated work with energy efficiency at Stockholm Arlanda Airport, there has been a 30% energy reduction and 100% green energy supply based mainly on profitable investments. The presentation will introduce you to the background of the set targets, how they were achieved and some plans for the future for developing energy-efficient airports.

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: Airport City Stockholm was formed in 2012 and since then has developed a strategy that will strengthen the location as a hub for sustainable innovation and meetings. Airport City Stockholm has recently moved into the next phase of development with rapid growth, and has in three years increased the number of new companies and other organisations by more than 25%. So what are the future plans for this airport city, and what is needed to get there?

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: 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: One of the major challenges in airport operations is to ensure an efficient collaboration with air traffic control. Changes in arrival flows may have a significant impact on the turnaround process, including airline ground handling and airport support services. The System Wide Information Management (SWIM) concept developed in ATM during the last 10 years has revolutionised the way ATM stakeholders can interact and collaborate at a global and European level. By standardising information exchanges and making use of widely adopted internet-based technologies, it decreases costs and enables development and implementation of operational concepts such as airport collaborative decision making.

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 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 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: The Government of Greenland has decided to build three new airports in Nuuk, Ilulissat and Qaqortoq. For this task, Kalaallit Airports was founded in 2016. The new airports are going to dramatically change travel patterns for Greenland in the future. The construction of the airports is going to be the biggest and most costly build in Greenlandic history.

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: 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: 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 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: 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: 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: 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: "A trusted airport where safety is the top priority". To achieve this vision, we have initiated a range of safety promotion activities to resolve safety-related issues throughout the company. The presentation will provide an overview of how we run safety and crisis management system and share operational information.

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: 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: 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 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: In the run-up to 2020 Tokyo Olympic and Paralympic Games, Haneda Airport is working across the board to improve the quality of its service and customer satisfaction levels. With the working population in Japan expected to decrease in the years to come, we believe that the effective use of robot technology will be an essential part of solving a wide variety of work challenges. We have steadily worked to encourage the introduction and testing of numerous robot technologies in the airport.

Synopsis: The presentation will discuss S7's experience in implementing IATA's resolution 753 as a passenger information service, intended to improve passengers' travel experience by allowing them to track their checked bags in real time throughout the journey. S7 developed a platform based on BagJourney, a service recently developed by SITA to help airlines cope with IATA resolution 753. In addition, the system supports other data sources such as RFID baggage tracking systems and GPS trackers. All the data is organised and stored in a unique database that can be accessed by passengers via mobile app or web, to find out the location of their bags.

Synopsis: Recently, some airports have been deploying a new way of using x-ray equipment: Centralised Image Processing (CIP). This allows the multiplexing of several pieces of x-ray equipment to give a more flexible approach to the operations. The French Civil Aviation Authority (DGAC) has launched a national innovation programme named Vision Sûreté. Three airports (in Lyon, Paris and Toulouse) have run trials of CIP checkpoints since 2015. These trials were aimed at assessing the impact of CIP, from the perspectives of passengers and security officers, and within the scope of regulatory compliance. This session presents the evaluations that were conducted.

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 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: 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.

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: 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: TTIA’s passenger volume has grown by an average of 9.51% for the past three years. Up until 2016 it fell into the 25-40 million passenger volume category. Under the overload conditions of airside and landside facilities, TTIA has brainstormed with all its stockholders to launch programmes to improve the procedures of airport operations and increase revenue to achieve a win-win situation in the public and private sectors.

Synopsis: In 2016, London City Airport's departure lounge experienced record passenger figures, leading to suboptimal occupancy levels and impacting passenger experience. Through delivery of a remodelled West Pier and an intelligent automated call to gate system, this presentation reviews how infrastructure, technology and process can meet to resolve serious capacity issues, bringing occupancy levels to IATA level C in 2017 and continuing to deliver traffic growth.

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: The presentation will provide a scope of the capital investment programme at Arlanda Airport, focusing on key findings and challenges, governance model, development model and expected results.

Synopsis: In this seminar, a description is given of how Swedavia’s airports work with Swedish business communities and municipalities as well at the regional and national level for increased access and regional growth. The work to promote and develop the tourism industry is also described in more detail.

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: Information and communications technology (ICT) has evolved into one of the most critical aspects of airport infrastructure and requires robust standards and guidelines to complement efficient growth. Airports are continually expanding, and multiple consultants and stakeholders can be involved at different stages of design and construction, often spanning multiple years. ICT systems are rapidly changing and the lines are being progressively blurred between traditional electrical supply and ICT infrastructure. To align with the evolution of ICT as a recognised '4th utility', new approaches are needed by design professionals and airport authorities to stay ahead of the curve.

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: The economic growth of Indonesia has spurred rapid growth of the country's air transport industry, which has grown exponentially in the last decade. Such rapid growth has brought many benefits but has also strained the existing infrastructure. The presentation will explain how PT Angkasa Pura II – a company that currently handles 100 million pax annually – copes with and overcomes the challenges of overcapacity, and how it will prepare for the challenges that lie ahead.

Synopsis: Sustainability initiatives often focus on matters within the airport's control and within airport boundaries. This presentation will summarise efforts taken in the USA to integrate noise and land use compatibility into airport sustainability. These are challenging efforts in many countries because airport authorities do not always have control over surrounding land uses. The objective of this presentation is to present one nation's initiatives in a manner that fosters dialogue on what is a significant issue for airports around the world.

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

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: As Sydney’s new airport, Western Sydney Airport will do more than meet forecast aviation demand: it offers a once-in-a-generation opportunity to unlock Western Sydney’s economic potential. This presentation outlines a strategy for the development of an ‘aerotropolis’ at Western Sydney Airport. Western Sydney Airport should play a primary role in Greater Sydney’s airport system. Success will require policies that can catalyse the economic development of Western Sydney with an aerotropolis development centred around the airport. Western Sydney Airport represents the largest single catalyst to attract new industries to Greater Sydney’s Western City.

Synopsis: There used to be a common truth in the industry that the airlines know their passengers, but airports do not. But today, with the number and types of digital channels exploding, airports increasingly have at their fingertips a direct, one-to-one communication and marketing conduit directly to their consumers. So now what? How should airports build and maximise this relationship in a way that maximises value, without turning off the audience? In this session, we’ll explore the current and evolving technology landscape against the backdrop of improving the passenger experience and achieving the airport’s (and partners’) business goals.