Speaker List 2019

Synopsis: While airport operators, airlines and security personnel focus on enhancing passenger experience, terrorism-related breaches (insider threats exploited by smugglers, money launderers and fraudsters) finance terrorism. Three presentations/panels focus on warning signs that the aviation industry and stakeholders must recognise and mitigate across their access control systems to thwart the growing infiltration of terrorism into international aviation systems. The sessions will feature experts in anti-smuggling, finance, anti-corruption and AVSEC.

Synopsis: Discussion and presentation by several airports on their plans and hopes for implementing autonomous vehicles in the near future. The presentations will be followed by a discussion and audience question time.

Synopsis: The Airport Leaders Panel will discuss the future of airports and aviation; innovation and modernisation; airports as brands and businesses; infrastructure and investment in their regions. The symposium will look at what is being done and what should be done in terms of infrastructure. The development of hubs or distribution centres will increase passenger traffic, generate business opportunities and positively impact the economic and social development of the region.

Synopsis: Connected airport integrates passenger-facing services and backend operating services to optimise airport operations, provide superior passenger and customer experience and leverage the full potential of commercial activities. This presentation will discuss the trends driving change in the airport industry that require connected airport management to improve overall business. It will outline the latest evolution of digital technologies that are critical enablers of connected airport.

Synopsis: ACI and IATA have jointly published their NEXTT visions for the transformation of air travel. NEXTT (New Experience Travel Technologies) reimagines on-ground and airport experiences, in particular the emerging technologies and digital transformation this involves. There has been industry-wide agreement on the ‘what’, so the NEXTT question becomes ‘how’ and ‘why’. In presenting updates on the NEXTT initiative, including the tangible benefits we believe it could deliver, we hope that you can help ACI and IATA answer the question of ‘when’.

Synopsis: Technology used in the airport industry is undergoing a profound transformation. Systems that formerly communicated one by one in a closed circuit are now fully interconnected and increasingly open to the outside world via real-time data sharing. The growth of cybersecurity threats is far outpacing the ability of many countries to combat this rising problem. A threat to one airport is a threat to all airports because of the integration of technology in many airport systems and potential disruption of global traffic. This panel is intended to give participants substantive insight into cybersecurity from varying perspectives.

Synopsis: This session will discuss how airports monitor customer experience and action results using multiple tools. It will look at how different tools can be used in parallel to broaden the understanding of customer experience and address customer needs.

Synopsis: Come on a journey with us as we showcase a proof of concept that connects Fraport’s parking product to its e-commerce platform to enhance the overall passenger experience while driving commercial value. Learn how we created the ideal passenger journey to identify areas of opportunity. Then take a deep dive into how we created a new process for capturing passenger profile data to drive more targeted marketing campaigns from the parking journey through to pre- and post-travel engagements in e-commerce and loyalty.

Synopsis: The panel will discuss innovative airport investment strategies and how to develop world-class airport infrastructure while balancing great customer experience and return on investment.

Synopsis: HKIA is fundamentally transforming itself to meet future travel needs. The addition of a third runway (3RS) presents an exciting opportunity to holistically reappraise, and restructure all elements of the airport. A key component of the 3RS is the dynamic expansion of the existing T2 into a full processor, along with a complementary transformation strategy of T1. The proximity of the new T2 to the existing T1 necessitates an approach respecting the iconic nature of existing T1, while providing a new identity to the new 3RS as an exciting new gateway to HKIA, Hong Kong and China.

Synopsis: Compared with China today, nowhere in the world have there been so many aviation opportunities concentrated into such a short space of time. Have China’s aviation opportunities kept pace with innovative developments? Having enjoyed long-standing strategic alliances with global engineering and architectural consultants, and the growing trend for local design institutes (LDIs) not to partner with them, what have the LDIs already learned from global aviation creativity? How does this become evident in recent airport designs in China, when international consultants aren’t involved? Is there still a role for the international consultants in China, and are these roles desirable and attractive propositions?

Synopsis: Every day, every passenger, Aena tries to offer the best experience at the airports it manages. But what do the passengers expect? What is the wow effect? How can Aena adapt its services to their demand – efficiently? These are some of the questions that will be answered (or at least shared) in this presentation.

Synopsis: Airports are dealing with the growing demand for air travel every year. It is estimated that the volume of baggage will double by 2020. While airport infrastructures will remain the same, the number of airside carriages and their circulation will grow. The resulting apron congestion will lead to increased luggage delivery time to passengers. PMI Airport has found a solution that provides a faster, optimised transportation system from the aircraft to the delivery carousel by designing dedicated lanes for baggage transport vehicles, enhancing operational handling procedures, baggage delivery SLA compliances and customer experience.

Synopsis: European airports are currently classified by the European Network Manager as standard, advanced ATC towers (airports with limited integration with the network) and fully A-CDM airports. The benefits for the airport and the network of advanced ATC TWRs is quite limited and the full implementation of A-CDM is costly and sometimes restricted to large hub airports. But there are many middle-size airports that could also benefit from being A-CDM, bringing efficiency to themselves and to the whole network. RA-CDM is a cost-effective, simplified approach to A-CDM for those middle-size airports.

Synopsis: European airports are currently classified by the European Network Manager as standard, advanced ATC towers (airports with limited integration with the network) and fully A-CDM airports. The benefits for the airport and the network of advanced ATC TWRs is quite limited and the full implementation of A-CDM is costly and sometimes restricted to large hub airports. But there are many middle-size airports that could also benefit from being A-CDM, bringing efficiency to themselves and to the whole network. RA-CDM is a cost-effective, simplified approach to A-CDM for those middle-size airports.

Synopsis: Airports are dealing with the growing demand for air travel every year. It is estimated that the volume of baggage will double by 2020. While airport infrastructures will remain the same, the number of airside carriages and their circulation will grow. The resulting apron congestion will lead to increased luggage delivery time to passengers. PMI Airport has found a solution that provides a faster, optimised transportation system from the aircraft to the delivery carousel by designing dedicated lanes for baggage transport vehicles, enhancing operational handling procedures, baggage delivery SLA compliances and customer experience.

Synopsis: Facilities management (FM) can be described as an integrated approach to operating, maintaining and improving the buildings and infrastructure of an organisation, to ensure that the built environment supports the primary objectives of that organisation. In the case of an airport, FM can be described as an operational system, comprising infrastructure, facilities, equipment, systems and personnel, which collectively provide a service to a (passenger or freight) customer. The presentation will look into the fundamentals and examples of airport facilities management, with an emphasis on asset lifecycle management, and how the efficiency of FM has an impact on airport performance.

Synopsis: Meeting new generations' expectations and behavioural trends, Aéroports de Paris will unveil the design of Paris's future departure lounge. Based on a unique and totally new concept, the presentation will focus on creating disruptive new standards for airports, thereby raising the passenger experience to a new level.

Synopsis: The presentation will discuss the modernisation of the main international airport in the capital of Argentina, which currently receives 10 million passengers and 70 thousand flights a year. The facility is being transformed into the most modern airport in Latin America, with a new passenger terminal; wide and modern space for security, immigration controls and boarding rooms; and a new control tower. Aeropuertos Argentina 2000 is working hard to reduce times and costs, and to improve efficiency, customer experience, and the commercial and gastronomic offering. It is strongly encouraging interaction with airlines on the development of routes.

Synopsis: The presentation will explain how design thinking can be used to affect customer experience. It will define design thinking, discuss empathy with the passengers and their experiences, and outline a modern new integral vision of the customer experience.

Synopsis: This session will discuss how airports monitor customer experience and action results using multiple tools. It will look at how different tools can be used in parallel to broaden the understanding of customer experience and address customer needs.

Synopsis: Technology used in the airport industry is undergoing a profound transformation. Systems that formerly communicated one by one in a closed circuit are now fully interconnected and increasingly open to the outside world via real-time data sharing. The growth of cybersecurity threats is far outpacing the ability of many countries to combat this rising problem. A threat to one airport is a threat to all airports because of the integration of technology in many airport systems and potential disruption of global traffic. This panel is intended to give participants substantive insight into cybersecurity from varying perspectives.

Synopsis: The new St Denis airport is an ecologically responsible airport on Reunion Island. This expansion project is part of a rapidly changing approach to energy on the island, which is seeking independence in 2030. It takes ambition to decrease the airport's energy consumption by four times the amount in comparison with conventionally air-conditioned airports. To succeed in this venture, it is implementing bioclimatic design concepts with aerodynamic architecture, favouring the natural ventilation of the building.

Synopsis: The presentation will describe the current airport context, including the needs and constraints, and scalability and operational performance. The answer in terms of strategy is 'airport connectivity'. The speaker will give a review of the last IATA PEMG18 presentation on airport connectivity, before moving on to discuss: how to improve passenger/customer intimacy versus mobility and interactivity; CUSS mobility; how to create a digital environment at an airport; a 'mobile to kiosk' use case; RoadMap 2019.

Synopsis: Since November 2017, SEA Milano – operator of Milan Malpensa and Milan Linate airports – and Airport AI have teamed up to create state-of-the-art digital passenger experiences relying on conversational AI. The purpose of this presentation is to offer an overview of the technology and its current applications at Milan Airports. The presentation will also look into future uses cases of the technology, such as voice assistants for smartphones and smart speakers, physical airport assistance kiosks and conversational websites.

Synopsis: It has been three years since ACI launched its Digital Transformation initiative aimed at producing guidance materials on how airports can effectively embrace this revolutionary technology. Digital Transformation is about business transformation and adopting new processes and culture in a digital world. So how are airports around the world responding? During this panel discussion, airports will talk about their own progress, challenges and achievements. Results from the ACI Digital Transformation survey will also be highlighted.

Synopsis: The presentation will discuss forward thinking by offering a tailored Premium Lounge product that increases the value proposition of your airport. A tailored shared-use lounge will satisfy the airlines' demand to enhance the customer experience for their premium and top-tier frequent travellers, and fulfil the growing demand from affluent and very-affluent passengers who have secured a variety of credit cards offering an airport lounge benefit. The most successful airport lounges create a meaningful traveller relationship based on identifying and understanding the individual needs of the traveller each time they travel, and how those needs will vary from one journey to another.

Synopsis: Air transportation in the Southeast Asia region (ASEAN) has been growing very quickly. Challenges come with global concerns about keeping the balance between economics and the environment. ASEAN airports have played a significant role in global aviation in terms of passenger numbers and level of service. Furthermore, adaptation to global climate change, carbon reduction, airport experience and digital transformation are the key drivers to move forward more quickly to airport sustainability.

Synopsis: American wants to be the preferred carrier for customers with disabilities. It has dedicated resources to meet the accessibility needs of customers, with a large focus on gathering information at the time of booking and making it available to all necessary front-line personnel. The airline has assessed its current challenges and will share its vision for resolving these challenges with solutions that will improve the customer experience and earn the loyalty of this community that, today, is often overlooked with regard to air travel.

Synopsis: Good news – we are growing 10% over last year. Bad news – we are growing 10% over last year. What happens when your wishes come true? This panel brings forward lessons learned in real time and proposed solutions at two very different airports – Charlotte Douglas International Airport, a major legacy airline hub and top-10 US airport, and Juan Santamaria International Airport, a sought-after eco-tourism destination – both with above-average growth trend. Find out about the successes and struggles these airports are enduring to maintain the highest customer service. Confirm what your travelling passengers deem essential services.

Synopsis: An airport, airline, builder and A/E panel discussion of design/build delivery based on past experience. It will cover: why airports and/or airlines find D/B delivery attractive and preferable; the builder’s and A/E’s perspective; the pros and cons of D/B; lessons learned; keys to success.

Synopsis: Chatham House Rule: "When a meeting, or part thereof, is held under the Chatham House Rule, participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed." For the fifth year at PTE this panel will present the inside view from industry experts on the most relevant topics and current challenges facing the industry. Topics will include current threats and mitigations, new screening technology and biometrics, developments in intelligence services and how the combined efforts affect the security of the global transportation system, airports and passengers. Airline security directors work closely with industry, airport authorities and regulatory bodies. Hear their perspectives on present and future challenges, opportunities and innovative solutions in airline security.

Synopsis: The airport platform is a strong asset now and in the disruptive future of non-aeronautical revenues. It is the place where brands can engage with passengers and passengers can feel, touch, smell and experience different ranges of products and services. It is important to be innovative, transparent, open and seek for alignment with all current and possible future business partners. This is what Schiphol Amsterdam Airport will do.

Synopsis: Autonomous and semi-autonomous walking robots offer a new approach to protecting airport perimeters, responding to critical and hazardous incidents and surveying restricted environments. The ability to bring instrumentation to precise locations and produce real-time information for instant analysis will augment existing security and emergency response operations. As programmable platforms, they have the ability to adapt and learn with their surroundings and their payload, opening up new opportunities around the airport estate.

Synopsis: Kaohsiung City, located in southern Taiwan, is the second largest metropolis of this island, as well as an important city in the South China Sea economic circle. Kaohsiung International Airport (KHH) is the largest airport in southern Taiwan and the starting point of the new southward policy. CAA Taiwan completed the KHH Masterplan 2035 last year, which called for a new terminal and a ground transportation centre. But instead of following the original plan, CAA Taiwan decided to work with the planning team to create a new layout that best utilises the available resources in 2018.

Synopsis: The terminal expansion of Aruba Airport has been planned within the framework of the Gateway 2030 project. The presentation will explain how NACO is carrying out the current terminal expansion.

Synopsis: Official Heathrow parking encompasses the perimeter of the airport boundary, providing 12 sites for passenger use (22,700 spaces), with an additional 10 sites for colleague use (11,750) and further facilities for secure on-airport parking for our premium products. A daily challenge is the optimisation of our product proposition for our passengers throughout the seasonal shifts of the year, responding and adapting to passenger insight-led directions to meet the demand, and optimise performance within capacity and the environmental airport operational flows. Heathrow offers an effective parking option for all our passengers: short stay, long stay, business and POD parking options, plus our premium car storage products: Official Heathrow Valet Parking and Official Heathrow Meet & Greet Parking.

Synopsis: We are designing today for the 22nd century passenger. What key trends in society and the transportation sector can we reasonably allow for? How will we identify, design, procure and deliver future-ready solutions? Major infrastructure developers are challenging the global supply chain to support the UK’s next phase of growth using innovative solutions and collaborative delivery mechanisms. Our supply chain setups will influence the entire project development lifecycle from initial conception; benefits definition, planning and design; procurement and construction processes; performance in use and finally decommissioning or repurposing. Come, share and contribute to our ideas and experiences.

Synopsis: Arup is currently supporting Heathrow Airport in transforming its capacity planning capability. By combining analysis of large data sets, state-of-the-art tools and interactive visualisation tools, the firm is helping Heathrow maximise the operational efficiency and flexibility of its assets while minimising the capital expenditure. Moreover, for better and more informed decision making, Arup uses robust benchmarking and agile what-if scenarios so viable and efficient solutions can be achieved. This presentation will showcase Arup's approach and provide some examples of the work done for Heathrow.

Synopsis: From the start of conceptual design of the New International Airport in Mexico City, the goal was to incorporate environmental sustainability as a key pillar of designing a world-class 21st century terminal. The decision was made to design a terminal building that would meet the highest level of certification available: LEED v4 Platinum. This talk will discuss the integral part that sustainability will play in shaping the future of airport terminals through the lens of four key impact categories: energy, water, materials and indoor environmental quality. We will talk about the key takeaways from the application of the LEED v4 green building standard to terminal buildings, and future opportunities for airports to reduce their environmental footprints and shape the future of the industry.

Synopsis: The current grid of text and numbers we display to passengers is a poor user interface based on outdated technology. A human-centred design approach would result in a better way to present the same information to make the passenger experience smoother and richer.

Synopsis: This presentation will share ASUR’s vision of airport administration and explain how, by accepting the challenge to enter into a world-class environment, we turned all opportunities into business.

Synopsis: When will your passengers arrive at the security areas? How likely is it that they will purchase from airport concessionaires? What are the best conditions for them to make purchases? These questions are being answered by Athens Airport. Based on big data analysis, we are demonstrating how it is possible to model passengers’ behavioural patterns. The combination of these models with multiple data sources allows the use of airport resources to be identified. It also enables the identification not only of shopping patterns, but also which variables influence the purchases and how, allowing the airport to define new strategies and actions to improve non-aeronautical revenues.

Synopsis: When considering a sustainable airport energy masterplan and electricity service option, the priority should be to maximise efficiency and minimise energy usage, while maintaining the overall economic and sustainable performance of airport facilities and operations. Addressing the potential for on-site generation or procurement of alternative energy services is one of the steps in solidifying the energy security and reliability of airport facilities. Join the presentation to understand how the installation of a utility-grade microgrid system will enable an airport to become more energy efficient and should be the first strategic step taken towards its energy independence.

Synopsis: The presentation will demonstrate the value of creating a design narrative that reflects the natural, historical and cultural uniqueness of New Zealand. It will showcase how the NZ story has been articulated in the built form to create interest, fun and a sense of pride. The projects have developed greater engagement and investment by the building users, ultimately aiming to de-stress passengers and create enjoyment for the workforce by lifting the mundane into the magical.

Synopsis: Hobart Airport is the fastest-growing capital city airport in Australia. It recorded approximately 2.5 million passengers in 2017 with more growth forecast in the near future. The airport’s immediate challenge is responding to its forecast passenger demand while balancing infrastructure investment within the dual-till regulatory environment. This presentation showcases the rigorous analytical decision-making approach to striking a balance between aviation and commercial investments. Topics for the presentation will include an update on the regulatory environment in Australia, and Hobart Airport’s approach to identifying the aeronautical asset base, investment prioritisation and capital planning within this context.

Synopsis: Melbourne Airport faces challenges of dealing with a campus that spans from the 1970s to the present. Such challenges are common to airport renewal programmes. However, APAM has brought together industry collaborators to evolve the airport beyond regular standards and guides. This approach has realised a unique briefing document for Melbourne Airport, clearly establishing a united vision and shared aspirational goals between the airport and its stakeholders to improve not only the travellers’ experience but also the role the airport plays as a significant contributor to the civic interests of the city of Melbourne and regional Victoria.

Synopsis: In 2017 we began working with airports on the application of Formula 1-inspired data analytics and advanced simulation methods into airside operations. Twelve months on, the team is now working with Avinor at Oslo Airport, using the Formula 1 approach as the foundation for its SESAR Initial AOP implementation. Come and hear how this is being done.

Synopsis: The digital revolution is transforming every commercial market, none more dramatically than transportation. Leading airports are integrating audiovisual and digital technologies to elevate design, enhance operational efficiency, create new revenue sources and offer a more engaging traveller experience. This panel session will gather C-Suite level experts – Miami International Airport, Houston Bush Airport, Gensler and Moment Factory, the multimedia studio involved in installations at Changi’s Terminal 4 and the Changi Experience at The Jewel – to discuss case studies, best practices for integrating the digital with the physical, and the trends that pave the way for the airport terminal of the future.

Synopsis: In our new age of speed and globalisation, the pressures of high technology are mounting while the planet's resources are being depleted at a very fast pace. Accordingly, architects should surpass the energy-efficiency and environmental regulations in an interdisciplinary design approach. A collaboration between architects and researchers in technology would contribute to determination of optimum future-proof sustainable design solutions. Reviewing the sustainable design principles applied at Haneda Airport, which achieved the highest level of CASBEE, the presentation will discuss the future impact of technology on airports' lifecycles, with a focus on energy efficiency and sustainability.

Synopsis: It has been three years since ACI launched its Digital Transformation initiative aimed at producing guidance materials on how airports can effectively embrace this revolutionary technology. Digital Transformation is about business transformation and adopting new processes and culture in a digital world. So how are airports around the world responding? During this panel discussion, airports will talk about their own progress, challenges and achievements. Results from the ACI Digital Transformation survey will also be highlighted.

Synopsis: The Digi Yatra biometric boarding system creates delightful and memorable digital travel experiences. The Digi Yatra platform is the world’s first truly scalable national trusted-traveller programme based on single-token biometric identity.

Synopsis: As the first US airport to deploy CBP biometric entry and exit programmes, the Greater Orlando Aviation Authority is positioned to enhance the E2E passenger journey, taking advantage of the biometric single token at areas including self-service bag drop, security checkpoints and others. This presentation focuses on improving the entire passenger experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger E2E programme. Case studies are presented from Orlando International Airport on improvements in the existing complex and maintaining an innovations programme for the impact planning for the new complex scheduled for 2021.

Synopsis: London City Airport is undergoing a £480m redevelopment that will see terminal size triple, 50% increase in stands, expansion to a full parallel taxiway, and capacity to see growth to beyond six million passengers. The project is due for completion in 2022 and involves complex maritime piling and decking over the Royal Docks, as well as careful examination of phasing delivery plans that protect the existing operations, which needs to be managed within an already tight operational footprint. This presentation will demonstrate some of the challenges the operations and construction team face together on this transformation journey.

Synopsis: Customer (passenger) experience is the next battleground for every industry. In today’s competitive environments, standing still is akin to moving backwards when it comes to customer experience. Gone is the era of 'only the strong survive' and now is the dawn of 'those who evolve will survive'. So how should the aviation industry adapt to this fast-changing landscape? In this presentation, the audience will gain an insight into how the hospitality and luxury retail industries use customer experience as a differentiator to generate customer loyalty and revenues, and what airports/airlines could learn and adapt to drive their business.

Synopsis: The presentation will explain how to expand from 1,200 to 1,800 passengers per hour within the framework of an existing passenger terminal. It will offer solutions to problems related to self-service bag drop, e-gates, baggage reclaim, baggage delivery, security, supply chain for shops, etc.

Synopsis: The presentation will explain how to expand from 1,200 to 1,800 passengers per hour within the framework of an existing passenger terminal. It will offer solutions to problems related to self-service bag drop, e-gates, baggage reclaim, baggage delivery, security, supply chain for shops, etc.

Synopsis: Travel retail is increasingly important as a revenue stream for airports, airlines, brands and retailers. But there has been a recent dip in TR revenue per passenger. How can all the interested parties work together to effectively engage consumers in the travel retail space and deliver an enhanced customer experience? Exploiting all the data available to partners is key to creating innovative and impactful marketing communications based around real customer insights. But using data properly doesn’t mean everything has to be digital; although it has an important role to play, it will never completely replace the human touch.

Synopsis: Developing an airport means going through different expansion seasons: major developments, local expansion, short-term fixes and optimisations. But what if it all happens at the same time? This presentation will explain how to maximise passenger terminal throughput to get more out of the existing physical asset while waiting for major developments, keeping up with traffic growth and improving passenger satisfaction at the same time.

Synopsis: The Brazilian Government has been conducting an operational performance and passenger satisfaction survey since 2013, taking over 367,000 interviews and 500,000 measurements in the period, making it the biggest survey conducted by a federal agency in the world. The survey began as a way to monitor the infrastructures at the beginning of the concessions period and as preparation for big events (World Cup and Olympics). It is now also a management tool for improving service levels. In the future, its qualitative character and coverage will be expanded to encompass 40 Brazilian airports (99% of the passenger traffic).

Synopsis: BAC has taken the first steps into digital engineering, 3D modelling, 4D and 5D BIM controls, use of augmented and virtual reality to present potential project outcomes to stakeholders, and GIS location mapping of projects and services. The presentation will share this case study in terms of challenges, lessons learned, results and benefits; illustrate outcomes through videos and simulations; discuss the plan forward. In BAC's search for capital and operational efficiencies, it was found that a design thinking approach, digital engineering and the use of other technologies were natural progression steps to achieve efficiencies.

Synopsis: WSP has been working with a number of airports globally on implementing renewable technologies that will allow all-electric operations for passenger surface access, terminal buildings and airside operations. The presentation will demonstrate how innovative and integrated use of energy storage, electric vehicles, heat pumps and e-taxiing can lead to near-zero-carbon airport operations. This is a co-presentation where practical examples will be given by WSP's airport partners, including MAG and LJLA.

Synopsis: Current airport and airline processes require passengers to prove identity on multiple occasions, which is inefficient and potentially disruptive. If we can ensure accuracy of passenger biographical data pre-airport, the associated biometric data could be captured pre-arrival, enabling passport-free passage, allowing more time for pre-flight security checks, and providing passenger confirmation that entry requirements are satisfied. This has benefits for airports/airlines due to fewer delays and greater passenger throughput; governments, due to better data, earlier – connecting biometric + biographical data may remove the need for exit checks; passengers, due to the improved airport experience. The key to these benefits and seamless travel is establishing correct biographical data pre-airport.

Synopsis: It’s all about developing strategies that give lounge guests a superior customer experience while capitalising on airport lounges and their captive audiences. The paper will share how Brussels Airlines partnered with premium (luxury) brands from the automotive and lifestyle industries to create uniquely memorable experiences in an intriguing and non-invasive way.

Synopsis: This practical presentation will explain how Brussels Airlines used design thinking to be innovative and solve challenges in a user-centric way. It will highlight the key methodologies and tools used by following some practical examples. At the end of the presentation the audience will learn how a user-centric approach can help operations be more efficient and more user-centric at the same time.

Synopsis: Discussion and presentation by several airports on their plans and hopes for implementing autonomous vehicles in the near future. The presentations will be followed by a discussion and audience question time.

Synopsis: The presentation will make direct reference to how the gap is closed between the Brussels Airport Masterplan (2040) and the day-to-day operations by developing and implementing tactical 'airport mini-masterplans' on a 10-year horizon. It will explore the various building blocks, planning principles, optimisation measures and expansion options implemented to ensure that the airport will successfully cope with the volatility in the aviation market in all domains for the next 10 years.

Synopsis: After achieving last year and renewing this year its carbo-neutral status, Budapest Airport is constantly seeking opportunities to reduce its ground-based emissions. Numerous mobility developments have been implemented or planned, such as operating electric and hybrid airside and landside vehicles, car-sharing application, bike path system for employees, new e-chargers in car parks and smart road plans. The airport operator is also enhancing its partners to cooperate in these projects and plans.

Synopsis: Budapest Airport has increased passenger numbers by almost 50% in six years, but now passenger journeys through the airport are becoming congested. BUD has plans to build a new terminal that will be four years in the making. Therefore, a range of interim measures are needed to handle the passengers in a smooth, safe environment in the meantime. Moreover, passengers need to be made aware of the service enhancements expected and how these will positively affect their experience at Budapest Airport.

Synopsis: With double-digit growth for five years, BUD is in the planning phase of a major terminal expansion project, which has given the opportunity to rethink and recreate the travel retail experience taking a blank sheet approach. An update on the airport's plans for the future provides an insight into emerging trends in shopping behaviour, and how airline policy, e-tailing and millennials are going to influence requirements for future retail spaces.

Synopsis: Some commentators would have us believe that speciality retailing in airports is in terminal decline, and that digital retailing is the future. Is this the case, or can in-airport retail survive and even prosper in the digital age?

Synopsis: After achieving last year and renewing this year its carbo-neutral status, Budapest Airport is constantly seeking opportunities to reduce its ground-based emissions. Numerous mobility developments have been implemented or planned, such as operating electric and hybrid airside and landside vehicles, car-sharing application, bike path system for employees, new e-chargers in car parks and smart road plans. The airport operator is also enhancing its partners to cooperate in these projects and plans.

Synopsis: Although airside passenger statistics are soaring, landside access is less in focus. Landside access to airports – the needs, challenges and solutions to improve and provide sustainable ways to reach the airport (or the destination from the airport for arriving passengers) – is critical from a planning and environmental point of view. There are many technology innovations that may impact the future. The presentation – based on the ongoing LAirA project funded by the Interreg Central Europe programme – will present strategies and actions plans developed by the partnership of Central European airports and airport regions.

Synopsis: Los Angeles International is not only remaking its terminal complex; it is also pioneering an integrated suite of security technologies. Facing rapid change and massive concurrent development, an airport undertaking a multi-year, US$75m upgrade must have a technically and operationally sound plan that keeps stakeholder satisfaction high. This presentation will discuss the unique approach that is required to expand, replace and upgrade critical systems (access control, video, computer-aided dispatch, radio and credentialing) to a system that is integrated to provide maximum effectiveness. It will also explain how this can be accomplished while LAX continues to operate.

Synopsis: When the Greater Orlando Aviation Authority embarked on its new South Terminal Complex, it recognised the imperative of introducing imaginative new technologies like immersive multimedia, biometric passenger processing and ultra-high-definition signage, and the ability to add new technologies as they mature. GOAA developed a unique approach for incorporating digital transformation into a capital construction project. The speakers will discuss how this has helped produce one of the rare passenger terminal programmes where technology is integrated into the design, making Orlando one of the highest-rated airports in the USA.

Synopsis: The panel will discuss innovative airport investment strategies and how to develop world-class airport infrastructure while balancing great customer experience and return on investment.

Synopsis: Aviation security remains a key challenge for airport operators. With emerging threats and increasing demand for air travel, can we still afford to do things the same way? How can airports innovate and leverage technologies to improve security and passenger facilitation? What new concept of operations can we adopt for aviation security? This presentation will centre on the use of technologies and put forward some ideas to develop future concepts of operations for security.

Synopsis: Changi Airport is embarking on a programme to replace the ageing IBMS (integrated building management system) in T1, T2 and T3. IBMS, which monitors the status of M&E equipment in the airport, is manned by operators in the FMC (Fault Management Centre) who manually inform stakeholders if there are alarms. This project will introduce new technological capabilities i.e. an integrated fault management platform for automation and fault analytics to improve productivity and situation awareness, a mobile solution for maintenance staff, FDD (fault detection diagnosis), and a heat map for air-con equipment, to identify and fix potential issues to improve passenger experience.

Synopsis: Social media has defined the way airports and airlines communicate and build relationships with their customers. From growing fan following to deepening engagement, a brand's social channel has to constantly evolve to keep up with the ever-changing needs of the online consumer and a challenging social media landscape. The presentation will discuss how Changi Airport has managed its social media channels, and show how the airport leveraged the power of social to announce its newest Terminal 4 to the world.

Synopsis: An efficient and resilient baggage handling system plays an important role in the success of Singapore Changi Airport. The redevelopment of the existing T2 BHS in a brownfield operating environment – where Singapore Airlines and other major airlines operate – poses challenges including limited choices of design and technology to be adopted, and limited workings hours during phase implementation works to avoid disruption to live operations. This presentation will give the audience an insight into the challenges faced during the design phase and the process of buying in various stakeholders on the phasing programme.

Synopsis: Good news – we are growing 10% over last year. Bad news – we are growing 10% over last year. What happens when your wishes come true? This panel brings forward lessons learned in real time and proposed solutions at two very different airports – Charlotte Douglas International Airport, a major legacy airline hub and top-10 US airport, and Juan Santamaria International Airport, a sought-after eco-tourism destination – both with above-average growth trend. Find out about the successes and struggles these airports are enduring to maintain the highest customer service. Confirm what your travelling passengers deem essential services.

Synopsis: As video data mounts, the ability of airports to effectively use it is continually challenged. Airports are exploring the use of video analytics tools like facial recognition and licence plate capture to enhance their security profile. At the same time, airports are looking to the commercial and operational opportunities video can provide in conjunction with analytics. This session will offer case studies of LAX and ORD as they explore video analytics. It will also examine tools like the US Video Quality in Public Safety project, a government-sponsored initiative examining issues in video analytics usage.

Synopsis: The Airports Council International (ACI) Executive Leadership Exchange Programme (ELEP) is a new succession development programme designed to provide potential leaders in the airport industry with experiential development opportunities through a domestic or international exchange. Hear from the first participant in the ELEP programme and the key lessons and takeaways from the experience.

Synopsis: This panel of airport academics and industry leaders will discuss the multitude of challenges facing future airport leaders, including how today's colleges and universities are preparing future airport professionals for those challenges, and what today's airport managers and leaders are looking for when they are selecting new employees who will become the leaders of the future.

Synopsis: It’s all about developing strategies that give lounge guests a superior customer experience while capitalising on airport lounges and their captive audiences. The paper will share how Brussels Airlines partnered with premium (luxury) brands from the automotive and lifestyle industries to create uniquely memorable experiences in an intriguing and non-invasive way.

Synopsis: Technological advancements in the world around us have many potential applications in airport development. From driverless automobiles to drones, the aviation industry has been pondering how this technology can be applied to processes throughout the airport, and how tools from other industries (automotive, warehousing, etc.) can be applied. In this session, we will review a case study of automated guided vehicles (AGVs) with Dallas Love Field’s use of mobile inspection tables (MIT) in the checked baggage resolution area, and discuss the potential for other uses such as replacement of traditional tug-and-cart operations and other kerb-to-plane applications.

Synopsis: Helsinki-Vantaa Airport is growing quickly and a new travel centre will be built. Its purpose is to improve access to the airport. It will be a hub for different modes of transport. At the moment it is served by the Ring Rail Line but additional AirRail, a direct link from Helsinki city centre to the airport, will also connect long-haul train traffic and in the future the Helsinki-Tallinn tunnel, making Helsinki and Tallinn true twin cities and enabling their airports to serve all the Baltic countries. The Helsinki airport is the first EU destination from Asia and is growing quickly.

Synopsis: Kaohsiung City, located in southern Taiwan, is the second largest metropolis of this island, as well as an important city in the South China Sea economic circle. Kaohsiung International Airport (KHH) is the largest airport in southern Taiwan and the starting point of the new southward policy. CAA Taiwan completed the KHH Masterplan 2035 last year, which called for a new terminal and a ground transportation centre. But instead of following the original plan, CAA Taiwan decided to work with the planning team to create a new layout that best utilises the available resources in 2018.

Synopsis: The speech will focus on the air-rail hub function of Beijing Da Xing International Airport. Passengers are able to access the terminal via four different rail-based services including high-speed rail (running at 350km/h), intercity rail (running at 200km/h), high-speed underground (running at 250km/h) and, in the future, regular metro as well. The availability of high-speed rail will expand the catchment area for Daxing Airport. It will cover cities within a two-hour radius such as Jinan, Tianjin and Shijiazhuang, and also those in a three-hour radius such as Qingdao, Shenyang, Taiyuan and Zhengzhou. The goal is to offer a premium service under the 3-1 concept: an all-in-one-hour journey to Daxing Airport, with only one transfer en route to access a one-stop shop for check-in.

Synopsis: With SeMS continuing to be successfully rolled out across the aviation security sector, the CAA has embarked on a project that aims to professionalise aviation security personnel. The first goal is to ensure that aviation security training is designed and delivered to a consistently high standard. In collaboration with industry partners and aligned with SeMS, a quality assurance framework for aviation security training providers is therefore being introduced in 2019, which aims to bring the benefits of SeMS to stakeholders not reached by the main programme and align the industry more closely with general quality assurance standards for training.

Synopsis: The UK Civil Aviation Authority has been developing security management systems (SeMS) within aviation security, across all modal areas, working collaboratively with industry members. A proactive approach through the running of a SeMS enables an entity to have clear oversight and management of security in an ever-changing environment, where accountability and responsibility are clearly governed and defined. The promotion of a positive security culture is an integral part of an effective SeMS, and provides a robust and inclusive environment where every person plays their part.

Synopsis: The air traffic forecast estimates that the number of passengers worldwide will double by 2035. At the same time, large airports already face considerable constraints generated by airport capacity and the number of slots. Regional airports will have a window of opportunity to take over intercontinental traffic that will not be covered by large airports. Cluj-Napoca International Airport is Romania’s second airport according to the number of passengers – almost three million annually. In view of these considerations, as part of its development strategy, the airport is preparing its infrastructure for intercontinental flights.

Synopsis: The presentation will examine the multiple touchpoints throughout the airport that are able to benefit from biometric integration with other core systems to deliver an increase in flexibility, capacity and operational productivity. It will look at how airports and airlines anywhere in the world have a similar ability to rapidly deploy standalone biometric identity management across multiple airport touchpoints on a single platform, with minimal integration and regardless of their existing supplier(s).

Synopsis: The presentation will give an overview of the main trends in L&D for airport training to aid in the improvement of passenger experience. When implementing process improvement, technological or hybrid projects, the users need to be able to operate the new tools or execute the new processes, P&Ps, with great efficiency and service quality to ensure the project expectations and goals are met. Attendees will hear about integrating new training strategies, technologies and performance support tools to ensure the development and deployment is successful. A case study will illustrate where, through training, the deployment process was facilitated.

Synopsis: How do you create a common incentive to deliver great passenger experience in an airport environment characterised by diverse actors? For Copenhagen Airports AS, part of the answer is a service level agreement (SLA) based on a financial incentive scheme. The SLA obligates the parties to deliver an agreed minimum quality level in areas crucial to passenger flow and aircraft turnaround in the airport. CPH has had two generations of SLAs, and in 2019 a third generation will be launched with particular focus on strengthening the joint ownership between airline, airport and ground handlers.

Synopsis: In recent years, CPH has developed an ambitious programme to optimise the use of existing check-in counters. Initiatives include dynamic desk allocation, proactive queue management, self-service kiosks and bag drops as well as mobile counters and kiosks. In this presentation, you will learn how CPH uses numerous data sources to monitor and continuously improve counter utilisation.

Synopsis: In 2023, Copenhagen Airports will have completed the first phase of the Terminal 3 airside expansion project, which – when fully completed – will double the capacity of the existing CPH 'one-roof terminal'. Situated in the heart of the airport, the project is a unique opportunity to create the optimum terminal facility for future passenger experiences and airport operations at CPH. The presentation will give insights into the challenges, methodologies and lessons from the earliest stage of idea generation to the current stage of design and enabling works.

Synopsis: This paper will show how advanced mathematical heuristics can be used to improve the allocation of reclaim belts at Copenhagen Airport. The vision was to enhance customer experience by designing a timely and intuitive allocation. Furthermore, the allocation should minimise queues for ground handlers, create a foundation for low process variation and ultimately ensure the best possible passenger experience. Since Copenhagen Airport is expecting to grow in the coming years, the allocation algorithm should be able to support strategic decisions. In this project, Copenhagen Airport teamed up with some highly skilled resources in the field of decision making and mathematical optimisation.

Synopsis: What does it mean for an airport to really embrace digitisation? Edmonton International Airport (EIA) is no stranger to innovation. Now it has embarked on a comprehensive digital transformation strategy – but this is less concerned with futuristic novelties than with improving the utilisation of data across EIA’s operations. The speakers will present how EIA and Copenhagen Optimization developed an executable digital transformation strategy making EIA ready for the future. With a focus on operational improvements through digitisation, EIA will create significant value for its passengers and airlines in the years to come.

Synopsis: In partnership with Uber for the 2018 Elevate Summit, Corgan developed an innovative Skyport concept designed to connect major urban transit destinations through on-demand electric flying vehicles. Aerial ridesharing will become an extension of an airport’s transportation network, offering passengers choice in how to get to their final destination. Strategic location of the Skyports will transform underutilised areas of our cities and connect neighbourhoods and communities with a new type of amenity, becoming a destination that reclaims more than just time.

Synopsis: The population aged 60 or above is growing at a rate of about 3% per year (UN Report). To address this upcoming demographic shift, the presentation focuses on improving the airport travel experience for an increasingly ageing population. Corgan has researched and analysed the results of using GERT technology, which offers the opportunity to experience the age-related impairments of older people by simulating the addition of 30 to 40 years to an individual's age. The suit allows the wearer to experience the following conditions common with ageing: narrowing of the visual field, hearing loss, mobility restrictions and diminished coordination skills.

Synopsis: Informed people make better decisions, and inspired people take action. Thus, when we tell stories that educate and inspire, we can influence how people think and react. And when it comes to airport projects big and small, how you craft the story of your airport affects not only your passengers but also your community and the world around you. This presentation offers a candid and insightful look at how intentional storytelling helped Nashville International Airport connect BNA with the community, and the community with the world.

Synopsis: Although many airports focus on financial metrics, operational imperatives and hard measures, the art of curating and delivering a customer experience that extends through every point of the travel experience – from airport brand marketing to social media, on-airport staff training, events and activations – represents the next stage in the evolution of travel. We talk to experts in the field about their own experiences, and how a multi-layered, personalised approach can resonate with our customers and enhance our commercial potential.

Synopsis: Immersive technologies create an environment that allows airports, designers and consultants to make real-time decisions and undertake passenger evaluations on buildings that are still being designed. Join us for an exciting discussion about some of the most recent interactive technologies for architectural visualisation and their uses on the latest devices. The discussion will touch on a variety of topics, including interactive animations and augmented reality and virtual reality applications. We will examine their pros and cons, and discuss workflow to get your 3D data into these programs.

Synopsis: Although many airports focus on financial metrics, operational imperatives and hard measures, the art of curating and delivering a customer experience that extends through every point of the travel experience – from airport brand marketing to social media, on-airport staff training, events and activations – represents the next stage in the evolution of travel. We talk to experts in the field about their own experiences, and how a multi-layered, personalised approach can resonate with our customers and enhance our commercial potential.

Synopsis: Some commentators would have us believe that speciality retailing in airports is in terminal decline, and that digital retailing is the future. Is this the case, or can in-airport retail survive and even prosper in the digital age?

Synopsis: This panel of airport academics and industry leaders will discuss the multitude of challenges facing future airport leaders, including how today's colleges and universities are preparing future airport professionals for those challenges, and what today's airport managers and leaders are looking for when they are selecting new employees who will become the leaders of the future.

Synopsis: Jeff Pearse, CEO of LoneStar Holdings and operator of the South Terminal at Austin-Bergstrom International Airport, will talk about how creating value for passengers at every step of their journey not only increases the passenger experience, but also drives continued revenue growth and improves terminal efficiency. Learn the strategies and technologies he employs to grow from a small terminal operation to increasing his airline roster, planning for expansion and creating real value for shareholders that drives continued success.

Synopsis: Low-carbon approaches in aviation must consider operational energy and embodied energy associated with materials and equipment. Expansion provides an opportunity to reorganise and plan for low-carbon strategies. Innovative approaches should consider new technologies and reducing demand by implementing more passive or biophilic strategies. The carbon content of the grid has a downward trajectory as a result of a strong uptake in renewable energy, which needs to be factored into the thought process. We will use a case study to explain the approach to low-carbon expansion in the aviation industry and how these issues can be addressed.

Synopsis: Airports are a microcosm of our changing society. Dublin Airport is facing a change onslaught as one of the fastest-growing airports in Europe. This brings exciting opportunities. Jan will talk about how airports increasingly need to focus on their individual 'brand' and experience standout; 'innovation' is a buzzword, but it's not to do with technology – innovation has to be in your purpose and your mindset. Dublin Airport is on a journey to understand passengers' needs and airport trends – all on a budget. This presentation will tell the story of the airport's challenges and its unique individual purpose.

Synopsis: Marketers from Amazon to Zipcar are taking customer data and turning it into personalised offerings. But what we’ve seen is just the beginning in becoming truly customer-centric. The real magic in personalisation will happen when data use becomes holistic: first, when data breaks out of the silos in which it is currently held, and datasets merge to the true advantage of the customer across the travel industry and beyond; second, when data considers the broader context of customer needs rather than just service histories. Through global best-practice examples and using a Dublin Airport specific example, we will show how one airport – Dublin – is breaking ground to provide the experiences that tomorrow’s travellers will demand.

Synopsis: For the last five years Dublin Airport has used real-time passenger satisfaction data to provide the voice of the passenger and inform decisions on strategy surrounding the passenger experience. Learn how it has used the direct feedback data in conjunction with audits, surveys and insights to better understand the passenger journey through the airport. The data is collected and analysed utilising the HappyOrNot solution.

Synopsis: Airports have the potential to be a real hub for innovation. The Future Factory's vision is to be in the new and brand new for and with Dublin Airport and its partners. The presentation will share insights and views of the future passengers at Dublin Airport and how a ‘living lab’ is being created to experiment and test new products, services and initiatives to unlock joy, solve passenger and business problems and, in doing so, stimulate and support the growth of value for the business.

Synopsis: Developing an airport city is a challenging proposition for any airport. The competing agendas of the numerous stakeholders can lead to complex decision making and take some time to develop. After 10 years of masterplanning and developing a clear long-term vision for an airport city, DAA has now commenced Dublin Airport Central, which is becoming home to a number of multinational businesses. Dublin Airport Central's Head of Development will outline the process undertaken to get such a large project to site and ultimately be accepted by the market.

Synopsis: The airport environment presents a unique and diverse set of business challenges. Dublin Airport will share how it has created analytics capability across this landscape and the impact. This includes how data science is used in the planning process, the role real-time data plays in improving operational and commercial decision making, and why IoT is playing an increasingly critical role across the airport. The presentation will also outline the airport's approach to creating a data culture from the c-suite to the front line. Finally, it will provide an overview of where Dublin Airport will go next, and artificial intelligence use cases.

Synopsis: The presentation provides an update on implementation of DAA's sustainability strategy and commentary on some of the challenges and positive aspects to date.

Synopsis: Growing the capacity of the airport is not just about more runways, stands for aircraft and space for passengers, but also focusing on why and where they are needed most, and how they will benefit the airport, the airlines and, importantly, the local community and the people who use the airport. At Dublin Airport, before we design any new facilities, we ask questions of the businesses, the communities, the people that will be most impacted by what we design and build, and work with them, collaboratively, thinking of everyone’s goals and aims, to build a better, more thoughtful airport for all.

Synopsis: Technological advancements in the world around us have many potential applications in airport development. From driverless automobiles to drones, the aviation industry has been pondering how this technology can be applied to processes throughout the airport, and how tools from other industries (automotive, warehousing, etc.) can be applied. In this session, we will review a case study of automated guided vehicles (AGVs) with Dallas Love Field’s use of mobile inspection tables (MIT) in the checked baggage resolution area, and discuss the potential for other uses such as replacement of traditional tug-and-cart operations and other kerb-to-plane applications.

Synopsis: Dakar Blaise Diagne Airport opened in December 2017 as part of a greater plan to develop the region. Transportation programmes, aviation industry infrastructure (MRO, etc.) and real estate and commercial developments all work together to bring to life an airport city that we believe will be a driving force for regional economic growth. Throughout the process we faced various challenges regarding land use, community reservations and operations transfer. Connectivity, a key factor in the project, is sustained by the ongoing transport development strategy around the airport. The presentation will discuss the integration of planned initiatives into a coherent and sustainable airport city.

Synopsis: From Uber’s annual Elevate Conference to last year’s 2018 Farnborough exhibition, the prospect of electrified aircraft has rattled the aviation and aerospace industries, with almost every major private vehicle manufacturer developing and testing new low-noise, low-emissions aircraft. Electric aircraft are among the most disruptive and promising trends in aviation innovation, and new forms offer a multitude of potential benefits – and challenges – to the aviation industry. Using DFW as a case study, this session explores the implications of electric aircraft for airports, ranging from the introduction of drones to the implementation of large-scale passenger electric propulsion and hybrid vehicles.

Synopsis: Amsterdam Airport Schiphol is radically changing its approach towards design and construction of terminal renovation projects. Building Information Modelling (BIM) is a process for managing building information within a shared model. In essence a virtual twin of the airport, it opens up a world of opportunities for asset development. Together, Deerns and Schiphol developed an innovative way of deploying BIM to achieve a highly trustworthy model offering real-time insight to all parties involved. Taking away the bulk of risk that is traditionally involved in terminal renovations, this approach leads to cost reduction and increases time efficiency throughout the project.

Synopsis: Building automation plays a large part in the facilities management of airports. The recent technological surge in big data and the use of machine learning and analytics packages has been used in some airports to dramatically improve operations, resulting in more efficiencies in terms of energy consumption and manpower utilisation. There are also proven methods for integrating what would otherwise be disparate systems that operate in silos. This has been shown to further enhance airport operations and improve efficiencies and the overall customer experience.

Synopsis: This presentation will focus on the initiatives, projects and programmes DEN is undertaking to shape the airport of the future. It will include how the airport is partnering with the private sector to revitalise the terminal and other passenger upgrades.

Synopsis: This talk will demonstrate the design-led approach that Lufthansa took to innovating and delivering the F&B experience for passengers, and reducing costs. Using examples from the two-year collaboration, it will show how creating an overarching vision, identifying the best opportunities and prototyping with passengers, frontline staff and suppliers achieved better product operational results, at speed. It will also share results: the benefits for passengers, the supply chain and the airline, and the implications for the airport. Furthermore, it will show the role that technology played and how you can apply what has been learned to your airline or airport.

Synopsis: With Connecting Time Services it is possible to calculate the real, needed transfer time for each passenger. Due to measurement by individual waypoints and journey parameters, it is possible to define a single path for each passenger throughout their journey from flight to flight. Through the Hub Controller it can even determine whether a passenger needs additional assistance or should be reconnected. It is a real-time program and provides information that enables better decision making.

Synopsis: The panel will discuss design progression from one design team to another, where the design concept is preserved and developed into implementation while going through a myriad of stakeholder reviews and approvals. It will also look at the methods that were implemented to ensure that the knowledge and expertise were passed downstream. The discussion will cover aspects of the design of Istanbul Airport that were considered fundamental to the success of the project, and how the design process was managed and coordinated to meet construction deadlines.

Synopsis: Providing a great overall passenger experience is hard because so many things can ruin the experience for your passengers. DKMA has conducted detailed research at airports to help quantify the impact of specific service issues on satisfaction levels. You will learn to what extent specific service issues drag satisfaction levels down, how to avoid them and why preventing these can help your airport's bottom line.

Synopsis: By 2021 London Luton Airport will incorporate a state-of-the-art cable-propelled transit system to transport passengers between the airport and Luton Airport Parkway station in under four minutes. To achieve such a milestone, DCC UK is excited about bringing its third system to the UK with a vision of establishing generational relationships with local communities. The UK’s first airport serviced by DCC was Birmingham International Airport when the air-rail link was adapted to replace a maglev system (2003). In 2012, the Emirates Air Line opened to regenerate the area in which it is situated and has sustained its long-term value as an attraction.

Synopsis: This paper will show how advanced mathematical heuristics can be used to improve the allocation of reclaim belts at Copenhagen Airport. The vision was to enhance customer experience by designing a timely and intuitive allocation. Furthermore, the allocation should minimise queues for ground handlers, create a foundation for low process variation and ultimately ensure the best possible passenger experience. Since Copenhagen Airport is expecting to grow in the coming years, the allocation algorithm should be able to support strategic decisions. In this project, Copenhagen Airport teamed up with some highly skilled resources in the field of decision making and mathematical optimisation.

Synopsis: The decisive role emotions play in the overall traveller experience and personalisation cannot be ignored. The presentation discusses the human science during stressful situations of a traveller’s journey, such as flight delays and cancellations, and how digital neuroplasticity and nudging will create stickiness by rewiring the human brain towards the preferred behaviour. We dive into the use of stress-busting methods through digital engagement channels to overcome stressful moments during the journey, with the goal to shift from ‘fight or flight’ response to a compelling experience.

Synopsis: What does it mean for an airport to really embrace digitisation? Edmonton International Airport (EIA) is no stranger to innovation. Now it has embarked on a comprehensive digital transformation strategy – but this is less concerned with futuristic novelties than with improving the utilisation of data across EIA’s operations. The speakers will present how EIA and Copenhagen Optimization developed an executable digital transformation strategy making EIA ready for the future. With a focus on operational improvements through digitisation, EIA will create significant value for its passengers and airlines in the years to come.

Synopsis: Pouring rights agreements (PRAs) are a ubiquitous best practice between large beverage companies and premier properties like universities, arenas, stadiums, theme parks, hotel companies and restaurant companies. But they are just now emerging as a best practice for airports around the world. Why? What are the financial and other benefits that airports can expect to achieve by having a PRA? What are some of the challenges? Using real-world, current examples of airport-sector PRAs in place and currently under development, this presentation will summarise everything airport executives need to know about how to pursue a PRA for their airports.

Synopsis: As Generation Z, the first digital generation, comes of age, we are seeing a fundamental shift in attitudes that is impacting business on many different levels. In the Experience Century, it’s all about sharing rather than owning, and experience has become a social currency. It’s not just consumers who are changing; employees expect to be communicated with, engaged and trained in a completely different way than they did back in the 20th century. Airports need to learn from others to ensure they have a fully connected and on-brand ecosystem of direct and third-party staff.

Synopsis: Although many airports focus on financial metrics, operational imperatives and hard measures, the art of curating and delivering a customer experience that extends through every point of the travel experience – from airport brand marketing to social media, on-airport staff training, events and activations – represents the next stage in the evolution of travel. We talk to experts in the field about their own experiences, and how a multi-layered, personalised approach can resonate with our customers and enhance our commercial potential.

Synopsis: The presentation will discuss the Entry/Exit System (EES), European Travel Information and Authorisation System (ETIAS), interoperability and new methods of border control once these systems are implemented.

Synopsis: Eurocontrol and its SESAR partners have developed a low-cost, low-workload approach to regional airport CDM. Full A-CDM requires airports to provide information to the Network Manager relating to the time at which individual flights will become airborne, which can create additional workload for the airline. This is a semi-automated aircraft monitoring process that significantly reduces workload and provides the information quality required by the network. The potential for increasing the number of network connected airports is significant. Furthermore, the updated CDM milestones open the door to a low-cost A-CDM at regional airports.

Synopsis: The fast and steady development of electric propulsion systems for passenger aircraft is already disrupting the existing business processes in the aviation industry. Airport operators and stakeholders need to plan and assess different possible scenarios and define a strategy that will leverage the opportunities of these new technologies in the foreseeable future. This expert panel will review the current status of the industry and the unique value propositions for airport operators to embrace this fascinating challenge.

Synopsis: The runway throughput package incorporates wake separation minima, RECAT, developed by Eurocontrol, deployed in Europe, together with SESAR solutions covering runway occupancy predictions, time-based separation and enhanced approach procedures developed to reduce noise and avoid wake. Benefits are between 7% and 16% depending on traffic mix, with RECAT delivering 10% throughput increase at Paris CDG. The package addresses small and large airports and is a major step towards addressing capacity issues and challenges to growth. Solutions are already available, with the full package reaching implementation maturity by 2022.

Synopsis: Eurocontrol and its SESAR partners have developed a low-cost, low-workload approach to regional airport CDM. Full A-CDM requires airports to provide information to the Network Manager relating to the time at which individual flights will become airborne, which can create additional workload for the airline. This is a semi-automated aircraft monitoring process that significantly reduces workload and provides the information quality required by the network. The potential for increasing the number of network connected airports is significant. Furthermore, the updated CDM milestones open the door to a low-cost A-CDM at regional airports.

Synopsis: In recent years several high-profile weather events have impacted airports around the world. Climate change will make such events more frequent and more intense. This is an operational and business risk for airports. Some are now working to make operations and infrastructure more resilient to potential impacts, carrying out risk assessments and developing adaptation plans. But are we doing enough, and are we doing it quickly enough? The results of a new Eurocontrol survey of European aviation organisations shows that more action is being taken but many are still to act. What can we do to accelerate action?

Synopsis: Increased access to data and changes in consumer habits as a result of technology have drastically changed the way brands can engage with audiences in airports and in flight. Airports, airlines and advertisers can use these factors to create exciting and engaging experiences for passengers. The digital economy and the experience economy are rapidly developing how media agencies plan advertising campaigns to embrace this shift in consumer habits. The goal for advertisers is now to create a deep relationship with humans through experiences. Airports provide a unique environment to capitalise on this.

Synopsis: The fast and steady development of electric propulsion systems for passenger aircraft is already disrupting the existing business processes in the aviation industry. Airport operators and stakeholders need to plan and assess different possible scenarios and define a strategy that will leverage the opportunities of these new technologies in the foreseeable future. This expert panel will review the current status of the industry and the unique value propositions for airport operators to embrace this fascinating challenge.

Synopsis: The presentation will focus on the national aspects of the deployment of the Smart Borders programme, namely the European Entry Exit System (EES) and the European Travel Information and Authorisation System (ETIAS). It will show the challenges and constraints in creating suitable border control applications, focusing on the biometric application part. Furthermore, it will give an overview of the current state of play in Germany regarding the newly created landscape of technical specifications, which can be of benefit for every European member state.

Synopsis: The speaker will give a short overview of the current threat as well as the legal framework regarding insiders, and touch on different methods of mitigating the insider threat. In this regard he will show the importance of a fully implemented awareness programme and will elaborate on criteria to make it work effectively. Finally he will identify the key elements of such a programme in an airport environment.

Synopsis: Ferrovial has been investing and operating airports for the last 20 years. Now it is preparing itself for a new era in the airport world, in which infrastructure, processes and business will be very different from today. This session will offer the first public presentation of Ferrovial’s Guidelines for the Airports of the Future.

Synopsis: Airport is a complex function of various interests, processes, organisations and businesses. Providing a shared situational understanding of how the airport performs, how operative challenges can be mitigated and how data can be harnessed for making better decisions in the ecosystem is the key to operative performance improvement. This presentation tells the story of how a situational awareness system (AOS) was developed for the whole airport community, bringing together operational overview and incident management with modern communication and collaborative tools in a single integrated system.

Synopsis: Helsinki Airport is growing extremely quickly as a gateway between East and West. To meet customer needs, Finavia has to build more airport capacity while maintaining its excellent level of passenger services and simultaneously developing them to better meet the needs of customers in the future. Innovations and initiatives play a vital role in the development programme to improve passenger experience even further.

Synopsis: The panel will discuss design progression from one design team to another, where the design concept is preserved and developed into implementation while going through a myriad of stakeholder reviews and approvals. It will also look at the methods that were implemented to ensure that the knowledge and expertise were passed downstream. The discussion will cover aspects of the design of Istanbul Airport that were considered fundamental to the success of the project, and how the design process was managed and coordinated to meet construction deadlines.

Synopsis: Marketers from Amazon to Zipcar are taking customer data and turning it into personalised offerings. But what we’ve seen is just the beginning in becoming truly customer-centric. The real magic in personalisation will happen when data use becomes holistic: first, when data breaks out of the silos in which it is currently held, and datasets merge to the true advantage of the customer across the travel industry and beyond; second, when data considers the broader context of customer needs rather than just service histories. Through global best-practice examples and using a Dublin Airport specific example, we will show how one airport – Dublin – is breaking ground to provide the experiences that tomorrow’s travellers will demand.

Synopsis: This review of several Foster and Partners projects from Hong Kong, Beijing, Queen Alia, Jordan, Kuwait Panama and Mexico City International Airports will help attendees understand the challenges of creating highly sustainable airport terminals with a strong identity and sense of place, that define gateways to nations. The presenter will discuss how architecture and interior design can define a passenger experience that is unique to place by means of strategic planning, materials and technology to create unique environments and improve the passenger experience.

Synopsis: In April 2017 Fraport Greece started management and operations at 14 Greek regional airports. The presentation will deal with the improvements that took place during the first two years of operation and what is still to come. It will explain how Fraport Greece managed to overcome capacity constraints by improving kerbside management and implementing innovative slot management. An outlook will be given on airport expansion works that are ongoing. ORAT will be explained as a tool to ensure operational readiness for new airport infrastructure, taking a look at the challenges in phased construction works in a live environment.

Synopsis: Securing the borders of the Schengen area is a constant challenge. One of the latest developments in this regard is the imminent launch of the Entry/Exit legislation, which mandates member states to start registering every 'entry' and 'exit' by a non-European national with biometric and biographical data in the Schengen Zone. The identity has to be verified and overstayers need to be spotted. The challenge is how to collect all that data without creating the undesirable impact of long queues at all relevant checkpoints.

Synopsis: Come on a journey with us as we showcase a proof of concept that connects Fraport’s parking product to its e-commerce platform to enhance the overall passenger experience while driving commercial value. Learn how we created the ideal passenger journey to identify areas of opportunity. Then take a deep dive into how we created a new process for capturing passenger profile data to drive more targeted marketing campaigns from the parking journey through to pre- and post-travel engagements in e-commerce and loyalty.

Synopsis: In April 2017 Fraport Greece started management and operations at 14 Greek regional airports. The presentation will deal with the improvements that took place during the first two years of operation and what is still to come. It will explain how Fraport Greece managed to overcome capacity constraints by improving kerbside management and implementing innovative slot management. An outlook will be given on airport expansion works that are ongoing. ORAT will be explained as a tool to ensure operational readiness for new airport infrastructure, taking a look at the challenges in phased construction works in a live environment.

Synopsis: We are designing today for the 22nd century passenger. What key trends in society and the transportation sector can we reasonably allow for? How will we identify, design, procure and deliver future-ready solutions? Major infrastructure developers are challenging the global supply chain to support the UK’s next phase of growth using innovative solutions and collaborative delivery mechanisms. Our supply chain setups will influence the entire project development lifecycle from initial conception; benefits definition, planning and design; procurement and construction processes; performance in use and finally decommissioning or repurposing. Come, share and contribute to our ideas and experiences.

Synopsis: The presentation will provide an overview of 10 trendsetting innovations for airports, which improve passenger experience, operational efficiency and revenue generation. The topics will include chatbots, machine learning and campus digital.

Synopsis: Gatwick is growing quickly, and making best use of its existing infrastructure is a successful strategy that has seen huge investment on the airfield and in the terminals. With responsibility for both, Chris Woodroofe will outline how Gatwick has used technology and innovation to facilitate growth while improving the experience for its 46 million passengers a year.

Synopsis: Gatwick is making better use of all its existing infrastructure and investing to facilitate growth in passenger numbers while anticipating the needs of future travellers. The presentation will outline the development plans for the airport while also highlighting the construction strategy, which aims to deliver efficiently without affecting the operational teams.

Synopsis: Learn how to leverage your information in the delivery of assets. Looking at the asset delivery lifecycle, the presentation considers how information management can be used from inception to realisation to create predictability in delivery, de-risk the process and provide surety of outcome. Taking each stage in turn, the presentation will consider what information should be leveraged and to what advantage, while comparing the benefits available to the end user. Consideration will be given to the transition between the capital project information model and the operational asset information model.

Synopsis: The presentation will outline how Gatwick approaches its retail strategy to enhance the experience for the 46 million passengers who choose to fly from the UK's second largest airport each year.

Synopsis: Some commentators would have us believe that speciality retailing in airports is in terminal decline, and that digital retailing is the future. Is this the case, or can in-airport retail survive and even prosper in the digital age?

Synopsis: Gatwick’s sustainability strategy, 'Decade of Change', emphasises environmental efficiency and innovation and multi-faceted community investment. Gatwick’s approach empowers teams across the business to identify and deliver innovative and incremental ways to meet the Decade of Change targets. As a result, Gatwick has significantly reduced its energy, water and waste footprint even as passenger numbers have increased by 50% since 2010.

Synopsis: Gatwick Airport's surface access strategy is built around choice, convenience and sustainable access. This presentation explores recent developments, future plans and how Gatwick is responding to new models of mobility.

Synopsis: Gatwick is driving forward a digital tool to manage aircraft turnaround and enable parties on campus to collaborate more efficiently during a turn. This includes a task-orientated flow, collaborative chat and visibility of milestones against baseline metrics. Interaction combines latest tech, including smartphones, tablets, smart watches and voice-activated commands. It also serves as a baseline for aircraft turnaround event detection using cameras and computer vision. The presentation will provide an overview of the project, collaboration with airlines, ground handlers and airport operations, and the trial with ground staff. It will also include an overview of the computer vision trial.

Synopsis: Gatwick's masterplan outlines three scenarios for growth, including bringing its existing standby runway into routine use for the first time. The presentation will discuss the capacity gap in the UK aviation sector and Gatwick's plans to make best use of its existing infrastructure and runways.

Synopsis: Current airport and airline processes require passengers to prove identity on multiple occasions, which is inefficient and potentially disruptive. If we can ensure accuracy of passenger biographical data pre-airport, the associated biometric data could be captured pre-arrival, enabling passport-free passage, allowing more time for pre-flight security checks, and providing passenger confirmation that entry requirements are satisfied. This has benefits for airports/airlines due to fewer delays and greater passenger throughput; governments, due to better data, earlier – connecting biometric + biographical data may remove the need for exit checks; passengers, due to the improved airport experience. The key to these benefits and seamless travel is establishing correct biographical data pre-airport.

Synopsis: The digital revolution is transforming every commercial market, none more dramatically than transportation. Leading airports are integrating audiovisual and digital technologies to elevate design, enhance operational efficiency, create new revenue sources and offer a more engaging traveller experience. This panel session will gather C-Suite level experts – Miami International Airport, Houston Bush Airport, Gensler and Moment Factory, the multimedia studio involved in installations at Changi’s Terminal 4 and the Changi Experience at The Jewel – to discuss case studies, best practices for integrating the digital with the physical, and the trends that pave the way for the airport terminal of the future.

Synopsis: Collaboration was paramount when two industry-leading companies came together to create an innovative solution to speed up passenger baggage processing. Get an inside look and hear how these leaders in airport innovation came together from opposite ends of the Earth to bring their respective experiences in technology, product development and airport management to deliver a world-class customisable self-service bag drop that meets the needs of all airports, globally, while supporting the highest levels of security.

Synopsis: The presentation will share our experience in enhancing the Orlando experience, including challenges, customer service technology (listening to the customer), implementing action plans to provide a better customer experience, identifying gaps between current experience and desired experience, and methodologies to close the gaps through benchmarking and training.

Synopsis: As the first US airport to deploy CBP biometric entry and exit programmes, the Greater Orlando Aviation Authority is positioned to enhance the E2E passenger journey, taking advantage of the biometric single token at areas including self-service bag drop, security checkpoints and others. This presentation focuses on improving the entire passenger experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger E2E programme. Case studies are presented from Orlando International Airport on improvements in the existing complex and maintaining an innovations programme for the impact planning for the new complex scheduled for 2021.

Synopsis: When the Greater Orlando Aviation Authority embarked on its new South Terminal Complex, it recognised the imperative of introducing imaginative new technologies like immersive multimedia, biometric passenger processing and ultra-high-definition signage, and the ability to add new technologies as they mature. GOAA developed a unique approach for incorporating digital transformation into a capital construction project. The speakers will discuss how this has helped produce one of the rare passenger terminal programmes where technology is integrated into the design, making Orlando one of the highest-rated airports in the USA.

Synopsis: Orlando (MCO) wants to offer its passengers the best travel experience possible. This session gives insight on how smart contextual messages contribute to a smooth passenger journey and how they stimulate airport revenue as well. With smart contextual messages, MCO realises a valuable interaction with its travellers, which is the result of an extremely high click rate. This session also provides insight into the technical aspect of contextual messages. How do beacons help with the realisation of those messages? The technical possibilities open doors to an ever-improving interaction through contextual messages.

Synopsis: This session will discuss how airports monitor customer experience and action results using multiple tools. It will look at how different tools can be used in parallel to broaden the understanding of customer experience and address customer needs.

Synopsis: Traditionally, airports have been lagging behind the curve in terms of adoption of cutting-edge technologies. However, it is changing with more and more airports focusing on technology innovation to drive passenger experience, operational efficiency and non-aeronautical revenue. Although some organisations have succeeded in this journey, many of them struggle due to lack of executive commitment, not solving real business problems and a risk-averse ecosystem. The presentation covers how GTAA has been able to successfully drive the technology innovation programme, sharing the successes and the lessons learned, as well as a potential approach that other airports can take.

Synopsis: Toronto Pearson has experienced significant growth and is expected to double its traffic by 2040. An airspace change in 2012 impacted new communities and has been combined with increased traffic. Community protests and calls for government action have intensified. So how do you grow responsibly? In 2017 the GTAA took a novel approach and created a 36-member Residents’ Reference Panel. The panel’s mandate was to set a vision of responsible growth, propose issues the GTAA should address within its growth plan, suggest criteria for evaluating noise mitigations and make recommendations concerning transit access, noise management, environmental stewardship and public engagement.

Synopsis: Melbourne Airport faces challenges of dealing with a campus that spans from the 1970s to the present. Such challenges are common to airport renewal programmes. However, APAM has brought together industry collaborators to evolve the airport beyond regular standards and guides. This approach has realised a unique briefing document for Melbourne Airport, clearly establishing a united vision and shared aspirational goals between the airport and its stakeholders to improve not only the travellers’ experience but also the role the airport plays as a significant contributor to the civic interests of the city of Melbourne and regional Victoria.

Synopsis: This panel session brings together the key players in the design of the world’s new global mega-hub, Istanbul Airport, alongside the airport leaders now responsible for its operation. Since the award of the tender in May 2013, IGA and its team have designed and built, and are now operating, the airport’s first phase with a capacity of 90 million passengers per year. A series of presentations and a panel discussion will take us from the airport’s initial masterplanning strategies into the design concepts and subsequent operations of the new airport.

Synopsis: As part of Heathrow’s planned third runway expansion, the airport will develop a series of new and extended facilities, including major new terminal facilities, airside satellites and transit interchanges that will ultimately take the airport’s capacity to over 130 million passengers each year. In keeping with Heathrow’s ambition to be the most sustainable hub airport in the world, new buildings and infrastructure are being designed with innovation as a core driver. The latest design proposals for Heathrow’s new passenger facilities will be shared, demonstrating how they fit within a holistic strategy for growth that meets the needs of our passengers, airlines, colleagues and neighbours.

Synopsis: The presentation will discuss the airport retail transformation: from a duty free model to a department store model.

Synopsis: The Terminal 4 project at CDG Airport will be one of the major projects for the Paris region in the next two decades, and will enable Paris to remain a leader among European airports. Groupe ADP's ambition is to transform this project into a unique opportunity for the territory. To this end, an innovative cooperation has been set up to secure and optimise benefits for the local communities, companies and residents. A state-of-the-art public consultation will largely involve the local stakeholders.

Synopsis: It has been three years since ACI launched its Digital Transformation initiative aimed at producing guidance materials on how airports can effectively embrace this revolutionary technology. Digital Transformation is about business transformation and adopting new processes and culture in a digital world. So how are airports around the world responding? During this panel discussion, airports will talk about their own progress, challenges and achievements. Results from the ACI Digital Transformation survey will also be highlighted.

Synopsis: Technology used in the airport industry is undergoing a profound transformation. Systems that formerly communicated one by one in a closed circuit are now fully interconnected and increasingly open to the outside world via real-time data sharing. The growth of cybersecurity threats is far outpacing the ability of many countries to combat this rising problem. A threat to one airport is a threat to all airports because of the integration of technology in many airport systems and potential disruption of global traffic. This panel is intended to give participants substantive insight into cybersecurity from varying perspectives.

Synopsis: The Airport Leaders Panel will discuss the future of airports and aviation; innovation and modernisation; airports as brands and businesses; infrastructure and investment in their regions. The symposium will look at what is being done and what should be done in terms of infrastructure. The development of hubs or distribution centres will increase passenger traffic, generate business opportunities and positively impact the economic and social development of the region.

Synopsis: Meeting new generations' expectations and behavioural trends, Aéroports de Paris will unveil the design of Paris's future departure lounge. Based on a unique and totally new concept, the presentation will focus on creating disruptive new standards for airports, thereby raising the passenger experience to a new level.

Synopsis: The presentation discusses a tool to improve flow distributions, provide key information based on fact for investment decisions and action plans and analyse the attractiveness of any places and shops.

Synopsis: InnovationHub, Groupe ADP's innovation programme, develops a powerful ecosystem to imagine a new generation of airports. It relies on various levers such as a dedicated team, an atypical space, a specific budget and the capacity to become a shareholder in startups. The presentation will focus on the impact of this financial investment capacity to support startups in their entrepreneurial businesses. How can investments in young companies accelerate your innovation process? Is it a key factor to scale experimentations? What could be the limits of this strategy? Learn about this approach that serves the transformation and competitiveness of Groupe ADP

Synopsis: This presentation aims to explain the relevance of air transport activities for public security and how efficient security, which integrates all the aspects to make the best experience for passengers, is compatible with the responsibilities of law enforcement agencies.

Synopsis: The presentation will provide an update on development of Navi Mumbai International Airport, a second international airport for the Mumbai Metropolitan Region (MMR), which will operate alongside Chhatrapati Shivaji Maharaj International Airport (CSMIA), creating the first two-airport system in India.

Synopsis: Overview of the Hamad International Airport Expansion project, intended to further strengthen Hamad's role as a leading airport in the world and accommodate the growth of its main carrier, Qatar Airways

Synopsis: The presentation will discuss lessons learned from self-delivery of an asset management framework, and offer an in-depth exploration of the Asset Condition Register and how the data is used for business planning and decision making.

Synopsis: A new chapter of future-orientated travel began in November 2017 at Hamburg Airport. Ten stations for fully automated baggage check-in entered operation in Terminal 1. The systems are technologically equipped to provide service for all airlines based on CUSS standard. Passengers benefit from an intelligent and secure system equipped with modern scanners, sensors, printers and a baggage classification technology. After a successful project launch, with easyJet, Air France and KLM participating, Eurowings and SAS passengers can now use the kiosks for baggage check-in. The presentation will share the experiences and lessons learned from different perspectives.

Synopsis: This panel session brings together the key players in the design of the world’s new global mega-hub, Istanbul Airport, alongside the airport leaders now responsible for its operation. Since the award of the tender in May 2013, IGA and its team have designed and built, and are now operating, the airport’s first phase with a capacity of 90 million passengers per year. A series of presentations and a panel discussion will take us from the airport’s initial masterplanning strategies into the design concepts and subsequent operations of the new airport.

Synopsis: This presentation will focus on innovative trends for best practices in asset management for airport terminals, including Atlanta’s recognition as the first in the United States to receive ISO 50001 certification for its energy management system. It will outline strategies for an asset management framework, information systems and condition assessments. 75% of a terminal’s total cost of ownership occurs after construction, during operations, maintenance and renewal of ageing assets. Asset management is often viewed as a cost rather than a strategic business practice that can result in safe and reliable facilities that deliver exceptional passenger experience while optimising cost.

Synopsis: The landside modernisation at Hartsfield-Jackson Atlanta International Airport is well into construction, with the first of two massive 864ft-long canopies complete and the other scheduled for completion in 2019. Following the 2017 presentation of the project’s use of innovative design technology and processes, this presentation will show how the airport’s focus on enhancing passenger experience and airport operations is being implemented from design through construction. The use of advanced visualisation tools, including virtual reality and augmented reality, has greatly enhanced communication and coordination during the construction of what the airport and city have called an architectural icon for Atlanta.

Synopsis: Airports are more than working pieces of infrastructure; they are moments of experience along a multitude of journeys. The design of these complex precincts provides the opportunity to create memories beyond the terminal, a journey that begins the instant you arrive at the precinct and establishes an identity that is distinctly of its context. Sydney Airport is an exemplar case study. It has developed an Urban Design Precinct strategy that delivers a set of design guidelines to inform a consistent approach to improve customer experience, enhance the quality and character of public space and maximise connections.

Synopsis: As part of Heathrow’s planned third runway expansion, the airport will develop a series of new and extended facilities, including major new terminal facilities, airside satellites and transit interchanges that will ultimately take the airport’s capacity to over 130 million passengers each year. In keeping with Heathrow’s ambition to be the most sustainable hub airport in the world, new buildings and infrastructure are being designed with innovation as a core driver. The latest design proposals for Heathrow’s new passenger facilities will be shared, demonstrating how they fit within a holistic strategy for growth that meets the needs of our passengers, airlines, colleagues and neighbours.

Synopsis: This panel of airport academics and industry leaders will discuss the multitude of challenges facing future airport leaders, including how today's colleges and universities are preparing future airport professionals for those challenges, and what today's airport managers and leaders are looking for when they are selecting new employees who will become the leaders of the future.

Synopsis: The presentation will discuss using innovation, inspiration and collaboration to plan and deliver Heathrow's future airport.

Synopsis: Heathrow has been given the Skytrax award for best retail shopping for the last nine years. With T5 now 10 years old and T2 coming up to its fifth birthday, this presentation will highlight how Heathrow continues to innovate and collaborate with external business partners and work with the rest of Team Heathrow to deliver commercially astute, passenger-focused retail and media offers.

Synopsis: The presentation will summarise the approach being taken by the Heathrow team as they plan for an expanded airport.

Synopsis: The presentation will provide a high-level view of the future Heathrow public transport connectivity vision and how it will drive benefit.

Synopsis: The presentation will discuss how Heathrow Airport is dealing with sustainable growth and making every journey better.

Synopsis: The presentation will outline the Heathrow approach to providing a welcoming and accessible airport that ensures that all passengers can travel through Heathrow in the way that they choose, with the respect and dignity they expect.

Synopsis: The presentation will discuss identifying opportunities for landside development, creating a vision, understanding consumer needs and how to integrate without interfering with operations.

Synopsis: The presentation will look at how baggage performance and throughput can be improved with innovative new thinking, what is required to deliver successful projects with new technology and new ways of operating, and whether your organisation is ready for this new thinking.

Synopsis: Airports, airlines, standards organisations and regulators are embracing new technologies and processes to facilitate baggage handling and improve the passenger experience. This session will be a discussion of new and innovative technologies and processes. Panelists and the audience will share lessons learned from past initiatives and the impacts of new and emerging initiatives.

Synopsis: Arup is currently supporting Heathrow Airport in transforming its capacity planning capability. By combining analysis of large data sets, state-of-the-art tools and interactive visualisation tools, the firm is helping Heathrow maximise the operational efficiency and flexibility of its assets while minimising the capital expenditure. Moreover, for better and more informed decision making, Arup uses robust benchmarking and agile what-if scenarios so viable and efficient solutions can be achieved. This presentation will showcase Arup's approach and provide some examples of the work done for Heathrow.

Synopsis: Official Heathrow parking encompasses the perimeter of the airport boundary, providing 12 sites for passenger use (22,700 spaces), with an additional 10 sites for colleague use (11,750) and further facilities for secure on-airport parking for our premium products. A daily challenge is the optimisation of our product proposition for our passengers throughout the seasonal shifts of the year, responding and adapting to passenger insight-led directions to meet the demand, and optimise performance within capacity and the environmental airport operational flows. Heathrow offers an effective parking option for all our passengers: short stay, long stay, business and POD parking options, plus our premium car storage products: Official Heathrow Valet Parking and Official Heathrow Meet & Greet Parking.

Synopsis: This presentation will outline how Heathrow intends to deliver its bold aspiration for carbon-neutral growth from expansion. It will explore Heathrow’s framework for approaching this and the role of Heathrow, the UK Government and the wider international community. It will cover opportunities for policy, standards, technical and process innovation that could decouple aviation growth from carbon emissions.

Synopsis: Eighty million passengers travel through Heathrow every year, with a large proportion of them interacting with one of the airport's digital touchpoints as part of their pre-arrival or onward journey. As technology and customer expectations change, so too must our strategies. Heathrow's commercial digital focus is to deliver integrated communications and initiatives across digital and social channels and inside airport terminals, to promote products and services and improve the overall passenger experience.

Synopsis: 2017 represented a step change in the threat to aviation. Hostile groups are constantly looking for opportunities to defeat aviation security, and the threat continues to diversify. This presentation will provide an overview of Heathrow's response, experience of recent challenges, and thoughts about how we can better prepare for the future.

Synopsis: The presentation will show how Heathrow is embracing a data culture, enabling the use of predictive methods such as machine learning to proactively manage. It will cover some of the specific challenges faced by Heathrow’s capacity-constrained operation, and how those challenges are being overcome so that high levels of passenger service can be delivered efficiently. The presentation will show that Heathrow is on a journey towards being enabled by data-driven decision making, and will bring to life the vision of the destination.

Synopsis: The CAA's CAP1515 report highlights the resounding success of aviation growth and route development since privatisation, competition and deregulation over the past decades. With capacity now at a premium, the need to collaborate to deliver the best outcome for the passenger is critical. Can blockchain fulfil the promise of coordination without centralisation? And can we break away from ageing infrastructure so that we can put passenger preference at the heart of every decision? Can we do it together as an industry? Resilience cannot happen without research.

Synopsis: The presentation will give an overview of the automation programme at Heathrow, including the introduction of self-service and enhanced passenger identification through facial biometrics. It will explore the need for collaboration and industry standards, stepping through the passenger journey of the future and exploring the benefits of a future automated airport.

Synopsis: Discussion and presentation by several airports on their plans and hopes for implementing autonomous vehicles in the near future. The presentations will be followed by a discussion and audience question time.

Synopsis: The presentation will discuss diversifying leadership mindsets from aviation compliance risks to protecting city environments. It will offer a Heathrow case study demonstrating technology innovations, ways of working and collaborative leadership. The implications for an expanded Heathrow, next-generation crowded place and infrastructure protection will also be discussed.

Synopsis: Focusing on the commercial side, the presentation will explain how Heathrow has used an online community of current and potential Heathrow passengers to help shape the future airport experience.

Synopsis: The presentation will provide a summary of the Heathrow Airport Surface Access Strategy to meet requirements set out in the airport's national policy statement. It will also summarise progress made to date.

Synopsis: With Heathrow Airport set to expand, and road congestion and air pollution in and around London at crisis levels, there is urgency to create new rail links to enable travellers and employees to travel to the airport by train. Heathrow Southern Railway’s Chief Executive Graham Cross will present details of the innovative, privately promoted scheme for a link to the airport from the South, which his company has devised and is promoting. The £1bn+ scheme creates significant environmental benefits, reduces travel times to Europe’s busiest airport, will be funded mainly by user charges, and is not expected to need taxpayer support.

Synopsis: Toronto Pearson has experienced significant growth and is expected to double its traffic by 2040. An airspace change in 2012 impacted new communities and has been combined with increased traffic. Community protests and calls for government action have intensified. So how do you grow responsibly? In 2017 the GTAA took a novel approach and created a 36-member Residents’ Reference Panel. The panel’s mandate was to set a vision of responsible growth, propose issues the GTAA should address within its growth plan, suggest criteria for evaluating noise mitigations and make recommendations concerning transit access, noise management, environmental stewardship and public engagement.

Synopsis: San Francisco International Airport (SFO) is working hard to become the state-of-the-art North American terminal. It is doing this with a collection of best practices and systems. At its heart is a focus on passenger experience and staff development. SFO's US$7.3bn development programme includes the US$2.2bn Terminal 1 project that will deliver a terminal that is revolutionary in its ability to be flexible and capable of supporting emerging trends and adapting to disruptive technologies.

Synopsis: This session describes how Tampa International Airport is creating an innovative express kerbside roadway system that allows passengers with only carry-on luggage to choose an express kerbside that provides direct access to gates, bypassing the ticketing/airline bag-check lobby. Data from passenger profiles indicates that over 50% of passengers at Tampa International Airport do not check-in bags with airlines. The airport’s existing kerbsides are reaching maximum capacity and more kerbside length and lanes are necessary to handle current and future peak hour demand. This concept provides additional capacity while offering an expedited customer service.

Synopsis: Hobart Airport is the fastest-growing capital city airport in Australia. It recorded approximately 2.5 million passengers in 2017 with more growth forecast in the near future. The airport’s immediate challenge is responding to its forecast passenger demand while balancing infrastructure investment within the dual-till regulatory environment. This presentation showcases the rigorous analytical decision-making approach to striking a balance between aviation and commercial investments. Topics for the presentation will include an update on the regulatory environment in Australia, and Hobart Airport’s approach to identifying the aeronautical asset base, investment prioritisation and capital planning within this context.