Synopsis: This presentation describes the design of a smart airport facilities architecture for Taiwan Taoyuan International Airport Terminal 3, which is currently the single largest infrastructure investment in Taiwan. It will include single token in the departure process, baggage tracking of IATA 753 in BHS with three-level screening, and energy management, which is a whole new service concept connecting the trend of benchmark airport design guidelines. The design process had to consider not only Terminal 3 but also the airport masterplan to avoid being beaten by the competition. Therefore, this presentation also illustrates how to maintain the resilience of the smart airport.

Synopsis: Civil airports in Oman have become important components of the country’s national economic growth. As the leader of Oman Airports my aim is to fulfil our purpose of growing Oman’s gateways to beauty and opportunity by providing exceptional customer experience, reflecting the Omani hospitality and culture while connecting our airports to the rest of the world. My focus is to transform Oman Airports into a world-class airport operator focusing on improving, strengthening and further developing our global market position, and to proactively anticipate changes in the operating environment, in the national aviation sector and across the globe.

Synopsis: The presentation will discuss planning sustainable ground access at San Diego International Airport including innovative terminal and campus initiatives, rental car centres and connections to existing transit facilities.

Synopsis: Bergen Airport launched an international competition in 2009 for the design of a new terminal. Fulfilling the client brief is usually a key factor in winning an architectural competition. The winning proposal in this case reviewed the original masterplan and chose instead to develop an entirely new one. The original masterplan solved existing airside issues, but not terminal or landside issues. The winning entry proposed removing a hillside to create a larger site for the new terminal. The solution created flexibility to solve functional and technical requirements for now, and safeguarded space for future expansion. The terminal opened in 2017.

Synopsis: This presentation captures the journey of Malaysia Airports' digital roadmap. It will cover the turning points of our digitisation and examples of some of the initiatives undertaken. It will also illustrate the passenger journey through the airport and the various stakeholders that will participate and benefit from digitisation. A framework of Airport 4.0, its clusters and their focus areas and some of the milestones will give the audience an idea of the vision that Malaysia Airports has set out to achieve.

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: Isavia, an operator of airports and air navigation in Iceland, launched a new website and digital strategy in April 2018. Since then it has been working on implementing the strategy by promoting relevant information, commercial factors and branding to another level, all with the agenda of being a pleasant part of the passenger journey. The presentation also takes on Isavia's experience using a highly personalised real-time intelligent, multi-lingual passenger notification tool via FB Messenger and Twitter, which was launched at the same time. Its main function is updating passengers' flight status quickly with highly personalised and relevant information.

Synopsis: 'Zero accidents' is our ultimate goal. However, the number of accidents in airport restricted areas – such as accidents during airside driving and operation on aprons – are increasing rapidly at Narita Airport. Shortage of human resources? Increased workload? We still have no answers about the causes. This presentation provides the audience with examples of safety activities at Narita Airport and their results.

Synopsis: The further functional enhancement of Narita Airport is a strategy that will enable slot capacity to be increased from the present 300,000 to 500,000 by construction of a new runway and extension of the existing runway. A proposition has been made to the local communities for an expansion of the airport site by 1,000 hectares to accommodate these 500,000 slots per year, because passenger terminals and a cargo terminal, etc. will be needed in addition to the runways. The presentation will introduce the background to this project and discuss the progress of the masterplan.

Synopsis: The 17 Sustainable Development Goals adopted by the United Nations require action from everyone, to achieve a sustainable and resilient future for people and planet. Airports can play a determining role in adopting and promoting strategies for sustainable growth, as they have enough resources, technology and skills to innovate. Innovation is the key, and is part of the DNA of Naples Airport, which is adopting innovative solutions to manage sustainable growth. Good examples are the electric vehicles policy on the airfield to achieve carbon emissions neutrality, as well as procedures to minimise noise impact.

Synopsis: Traffic growth is always good news, unless the airport is approaching its capacity limit. Naples International Airport was one of the airports that reported the highest increase in passenger traffic in 2012-2017, and the medium-term forecast says that traffic will soon saturate the airport’s capacity. Due to the impossibility of expansion, NIA decided to start operating simultaneously at another nearby airport, using a smart, innovative approach to the traffic split. The airports will operate as two runways of the same airport, enhancing the overall airport capacity of the region in a sustainable and environmentally friendly way.

Synopsis: Naples International Airport is a typical city airport, with all the benefits of operating within a big city, but also with the limitation of being in close proximity to populated areas. The airport itself hosts thousands of people working together in a stressful and complex environment. This can create some issues that may result in a hostile environment for the airport, and limit its performance. NIA has developed several initiatives to engage people living in close proximity to the airport as well as the operating staff, to create a large, unique community, living and working together for sustainable growth.

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: 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: While once a spectacle of science fiction, flying cars are finally here. At the Uber Elevate Summit 2018, Uber shared concepts of how the future of aerial ridesharing includes plans to reduce congestion and restore convenience by taking riders to the sky by 2023. In partnership with Uber, Corgan has developed an innovative Skyport concept designed to connect major urban transit destinations through on-demand electric flying vehicles. Strategic location of the Skyports will transform under-utilised 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: 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: 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: 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: As airlines, hotels, and car rental have done for decades, trailblazing airports around the globe are applying demand-based dynamic pricing to pre-booked parking with year-over-year revenue growth. This session will discuss how the approach to selling parking has developed extensively in recent years, and how airport parking facilities can compete in an increasingly disruptive mobility landscape – using data and analytics to maximise revenue and provide a better traveller experience. With the highest EBITDA, and 22% of airports’ non-aeronautical revenues, learn why parking should be a primary focus for driving revenue performance.

Synopsis: Milan is currently experiencing a new take on contemporary style. The Linate redesign project slots into the significant renovation that Milan has been undergoing. The aim is to give the city of Milan a whole new Linate with a commercial area packed with character. It is a functional as well as aesthetic redesign.

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: 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: 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 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: 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 presentation will discuss the progress of CBP's Simplified Travel programme, and examine the liability implications of recent and future trials between British Airways and the US Customs and Border Protection Agency (CBP), utilising the recently developed Identity as a Service solution (TVS). This automated biometric boarding system replaces the physical passport checks currently carried out by airline staff. This fundamentally changes the processes involved in identifying passengers immediately prior to boarding the aircraft. The paper asks what this will mean for the airline’s existing identity management responsibilities, and as a result, its future liabilities.

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: 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: 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: 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: In 2017 the Québec City Jean Lesage International Airport (YQB) doubled its capacity with the opening of a brand-new international terminal. YQB traffic has increased over the last 15 years at a compound growth rate of close to 7%, and this new facility was necessary to cope with the growing demand. The opening of this new terminal went smoothly thanks to months of preparation following the ORAT methodology. Serge will report the challenges his team met, how the ORAT approach led them to anticipate and solve problems and even how the method raised unexpected new opportunities.

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: 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 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: 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: 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: A better and more detailed knowledge of customer behaviour, flows and dwell times with a specific focus on the shopping area of the airport (food court, retail, duty free) can be used to profile airport users based on drilled-down business analytics tools and an integrated IoT scenario. This information helps airport managers revise airport layouts towards customer flow optimisation, and retail managers design location- and behaviour-based proximity marketing and advertising campaigns to improve customers’ airport experience. A wi-fi/BLE-based software solution has been developed at the Milano Malpensa airport, where it is currently being used as a management support system.

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: 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: Innovative Houston Airports has cracked the code to increase revenues and passenger satisfaction. It has an absolute respect for its passengers' time and has expressed this by doubling security throughput, thus halving wait times. It has discovered the power of the website – even small improvements in intuitiveness and functionality result in significant surges in revenue. Finally, it honours its biggest passenger language groups through targeted digital tools and programmes that strengthen sales and passenger satisfaction.

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: 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: This presentation explores the unique challenges of renovating existing terminal buildings in constrained environments. As airport infrastructure around the world ages, there is a need to renew and modernise existing facilities. Development of these projects should not be rushed, even if many airport owners/operators might be pressed for time to meet the needs of increased passenger traffic and evolving security and operating protocols. Purposeful and thorough project development is the first step to designing and delivering successful projects.

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: 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 cover the strategy developed and initiatives undertaken by the Northern Capital Gateway team to introduce a total quality management system for airport performance.

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: 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 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: Isavia, an operator of airports and air navigation in Iceland, launched a new website and digital strategy in April 2018. Since then it has been working on implementing the strategy by promoting relevant information, commercial factors and branding to another level, all with the agenda of being a pleasant part of the passenger journey. The presentation also takes on Isavia's experience using a highly personalised real-time intelligent, multi-lingual passenger notification tool via FB Messenger and Twitter, which was launched at the same time. Its main function is updating passengers' flight status quickly with highly personalised and relevant information.

Synopsis: The presentation will offer a case study of Saudia's AOR strategy for the move to Terminal 1 at King Abdulaziz International Airport (KAIA) in Jeddah. This is a complex shift with operational efficiency as a major target. Saudia will present the challenges of the project, how the initial strategy shifted and how Saudia had to adjust strategy (different phases as per the readiness of the airport), and how work was structured and prepared with the support of Egis in order to commence operations at the new terminal.

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: The redevelopment, design and construction of an airport terminal in today's threat-based environment is a challenge. The presentation will provide insight into the process implemented for the redevelopment of LaGuardia Airport in NY to 'bake in' a multi-layered security system to protect the travelling public and Port Authority assets. The presentation will focus on the physical and technological aspects, plus the security procedures and technologies implemented during construction that maintained security at the airport at its highest level while maintaining airport operations. Level of security maintained US Department of Homeland Security Safety Act designation/protection.

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

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: 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: 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: 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 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: 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: 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: 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: 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: 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: Due to passenger growth, capacity at Taiwan Taoyuan International Airport is insufficient. To solve the problem, we have built and provided smart service for the airport and passengers. For the airport, we built a check-in counter allocating system, which can balance the passenger volume of two terminals and computerise the counter toll collection to increase revenue. For passengers, we provide services including pre-check-in downtown and self bag drop, to relieve passengers in terminals and create a more convenient passenger experience. We will share and discuss our experiences with the check-in counter allocating system, in-town pre-check-in and self bag drop at Taoyuan International Airport.

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: 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 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 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 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: IATA and RAIN RFID Alliance are working together to help airlines and airports use RAIN RFID technology to track and trace bags. IATA Resolution 753 compliance will increase the accuracy of baggage handling and ease the process as the industry continues to grow with more travellers. The solution is to add RAIN RFID to the bag tag, add RAIN RFID reader capability to the barcode scanners, and collect and assess increased data with improved information about bag location throughout the bag’s journey. This information can be shared between airlines, airports and the traveller.

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: 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: 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: In May 2017, an aircraft with 223 passengers on board departed from Melbourne Airport. A passenger attempted to access the flight deck with claims of explosive devices, and was restrained by passengers and crew and returned to Melbourne Airport. Due to the nature of the event, the aircraft then became a crime scene and passengers were witnesses to a criminal act. This changed how the airport’s emergency plan was enacted. The presentation is about sharing the lessons learned from managing this event and how it can assist other airports in their AEP planning and considerations.

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

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: 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: 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: 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: 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: 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: The Western Africa Access Corridor is the one of the largest infrastructure development proposals in Western Africa, connecting the whole of Ghana and adjacent countries to enhance trade routes. This massive programme of works will connect the major Ghanaian towns and cities with land and sea trading ports, enabling Ghana to connect both internally and externally, quickly and efficiently. The centrepiece of the programme will feature a brand-new international airport in Kumasi, southern Ghana, catering for passenger operations, cargo activity, aircraft maintenance and a state-of-the-art aviation skills academy.

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

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: RIOgaleão is Brazil’s second-busiest international airport and faced the challenge to respond to the increased operations demands from airlines while ensuring a good passenger experience. To face this challenge, the airport proposed addressing it by ordering and managing the strategic planning of the airport slots. Efficient management of the slots has made it possible to coordinate, optimise and detect operational limitations, apply the necessary corrective measures to solve them and efficiently plan according to the different seasonal needs. As a result, the airport had the most punctual departures in Latin America in 2017 and the capacity increased.

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: Airports across the globe recognise the value in digital but are often inhibited by the legacy technology architecture in place across their IT estates. Manchester Airport Group (MAG) has risen to this challenge by embarking on a digital transformation programme that will see it transform its legacy operational systems into a modern, application programming interface (API) led architecture, enabling instant access to operational data. Come and hear from MAG about how it developed its transformation strategy, the factors it considered, the challenges it identified and the programme of work that will follow in the years ahead.

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 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: 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: 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: 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: 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: 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: 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: 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: 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: Aéroports de Lyon and Stanley Robotics have now managed a sizeable car park with robots for more than a year. This outdoor service is a world first and is growing incrementally with a target of creating a multi-thousand-spaces commercial operation. Many very interesting lessons have already been learned, on both the operations side and the customer side, which confirm the potential of such a solution. Discover more about the lessons during this presentation, and also about how robots can greatly increase parking capacity.

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 the airport retail transformation: from a duty free model to a department store model.

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: 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: This presentation will examine local government's role in shaping Australia's newest international airport and its aerotropolis – the dynamic zone of innovation that will support it. Liverpool is the gateway city to Western Sydney Airport, and the presentation will also explore the challenges and opportunities for the community arising from the biggest infrastructure project under way in Australia. Liverpool City Council is the closest tier of government to the community and there are many benefits for airports in working collaboratively with local governments. The presentation will also outline how the council approaches community engagement and how the organisation factors in the community's feedback in its decision making.

Synopsis: Vehicle traffic to airports can be a major source of local emissions. To reduce pollution, an effort is being made to increase public transport to airports. But how is it quantified and is it really relevant? The presentation will highlight methodology, application and scenarios with public transport, showcasing the benefits achieved at Zurich Airport.

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: 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 tools and metrics adopted by Milan Airports to measure customer satisfaction are used in an integrated manner to identify future actions and strategic plans. On one hand, the direct interviews with passengers tell a lot about their satisfaction, needs and expectations. The predictive models used to process the data collected allow determination of which aspects of the customer experience are most critical for driving the satisfaction and developing data-driven action plans in the medium and long term. On the other hand, instant feedback allows real-time services monitoring and immediate corrective action.

Synopsis: This presentation explores the unique challenges of renovating existing terminal buildings in constrained environments. As airport infrastructure around the world ages, there is a need to renew and modernise existing facilities. Development of these projects should not be rushed, even if many airport owners/operators might be pressed for time to meet the needs of increased passenger traffic and evolving security and operating protocols. Purposeful and thorough project development is the first step to designing and delivering successful projects.

Synopsis: Much work has been done on the value that can be created by coordination and proactive initiatives on investment in airline marketing, airport campaigns and national destination marketing. The presentation will discuss maximising the leverage that can be gained from this destination management around an enhanced tourist offer matched to aviation key target markets.

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: 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: 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: Airport is an amalgamation of various stakeholders (airlines, passengers, regulators, freight carriers, etc.). Among those, who is your primary customer when the time comes to make a trade-off between conflicting interests? Learn from Gaëtan Gagné’s experience as President and CEO of Québec City Jean Lesage International Airport (YQB) and notably how the Passenger First core value has guided the YQB strategic thinking over the last 10 years. Gaëtan will present some of the lessons learned during this process of defining his primary customer, and how it is sometime necessary to 'walk the talk' when crucial decisions need to be made.

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: 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: 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: User observation and shadowing is a very powerful customer experience qualitative research technique. It helps to understand how people behave within a given context, uncovering the reality of what people really do – as opposed to what they say they do. This presentation illustrates how Munich Airport has implemented user shadowing to identify opportunities for improvement by understanding instinctive, rational and emotional behaviours, and proposes a comprehensive framework to integrate the shadowing process within existing airport service quality strategies at airports worldwide.

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: 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: 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 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: 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: Daniel Glenn (Lead Architect) and Pete Richards (Retail Product Lead) describe their exciting journey delivering their dream of an omnichannel, multi-merchant digital retail marketplace across three airports. The Group’s airports’ digital estates now act as digital marketplaces, providing additional, incremental sales channels to the retailers. Learn why MAG-O saw a 20x increase in digital retail sales, and how it accelerated the delivery of its multi-airport, multi-retailer solution by leveraging smart technology choices and lean ways of working. Pete and Daniel will finish with their vision for future airport digital retail.

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: 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: 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: 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: A better and more detailed knowledge of customer behaviour, flows and dwell times with a specific focus on the shopping area of the airport (food court, retail, duty free) can be used to profile airport users based on drilled-down business analytics tools and an integrated IoT scenario. This information helps airport managers revise airport layouts towards customer flow optimisation, and retail managers design location- and behaviour-based proximity marketing and advertising campaigns to improve customers’ airport experience. A wi-fi/BLE-based software solution has been developed at the Milano Malpensa airport, where it is currently being used as a management support system.

Synopsis: Parents travelling with or without babies need a private place to express milk and/or a quiet place to nurse them. The recent five-year reauthorisation of the US Federal Aviation Administration (FAA) included language requiring airports to make lactation rooms accessible to the public. This session will cover the essential components and considerations for airport lactation rooms and supportive airport policies for families. In addition it will explore the fundamental differences between infant care and lactation rooms. Airports that provide lactation rooms are innovative and caring, providing a travel experience that meets the needs of families.

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: With 50% of its passengers less than 35 years old, how will London Stansted curate an IDL for customers that is both personalised and seamless while generating the commercial income to invest in the airport's facilities? The presentation will provide an insight into the many customers who visit London Stansted and how the airport is looking to excite them through innovative and exceptional experiences.

Synopsis: Opening in 2014, the transformation of Qatar Airways’ hub to the five-star Hamad International Airport enabled rapid growth and unparalleled end-to-end customer experience for passengers in the air and while transiting through Doha. The collaboration between airport and airline is evident across the environmental agenda, covering issues such as the specification of sustainable infrastructure, joint adoption of efficient operational procedures, setting and monitoring progress towards shared environmental targets and collective engagement of passengers and employees. The outcome has been the establishment of the building blocks that Hamad International Airport and Qatar Airways use as a platform for a sustainable future.

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: To maximise the allocation of low-cost airlines with reduced turnaround time on contact stands, the walk-in/walk-out procedure has been implemented as the stands have been connected with new protected routes. The new procedure has improved the percentage of flights allocated on contact stands, with strong benefits in the punctuality of departing flights, passengers safety and reduced vehicle circulation on the apron. The risk of accident and environmental impact have been reduced and the percentage of passengers entering directly into the terminal building through the boarding gates has increased, getting in touch with the airport's commercial offer.

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: 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: Airports are a complex matrix of stakeholders that have the ability to impact the customer experience and the overall reputation of the airport. Starting from the moment a person travels to the airport, right through until they board their flight, there are countless touchpoints across the customer journey. The Port Authority of New York and New Jersey – Aviation Division operates some of the busiest airports in North America including JFK, Newark and LaGuardia. Through the newly created customer experience department, it has embarked on a journey to excellence by adopting the lens of the customer and integrating the experience.

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: IATA and RAIN RFID Alliance are working together to help airlines and airports use RAIN RFID technology to track and trace bags. IATA Resolution 753 compliance will increase the accuracy of baggage handling and ease the process as the industry continues to grow with more travellers. The solution is to add RAIN RFID to the bag tag, add RAIN RFID reader capability to the barcode scanners, and collect and assess increased data with improved information about bag location throughout the bag’s journey. This information can be shared between airlines, airports and the traveller.

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: 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: The development of airport cities is transforming the role of the traditional aviation hub into a key transport node within the city regions. It’s the first-used, and often the flagship, transport facility for a region. In this role, the passenger experience is often compromised by a very local approach to wayfinding and integration of transport information. The presentation will introduce this topic and highlight global best practice examples to show how airport and city authorities can make more efficient, and profitable, use of their investment and radically improve a visitor’s impression of their region.

Synopsis: International airports are venues where a diversity of people from diverse nations gather. Japan has set itself a target of welcoming 40 million visitors a year by 2020, so Narita Airport's mission is to find ways that it can offer all customers seamless, stress-free travel and encourage them to visit Japan again. This presentation will introduce strategies to provide high-quality services for all customers using advanced ICT.

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: 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: User observation and shadowing is a very powerful customer experience qualitative research technique. It helps to understand how people behave within a given context, uncovering the reality of what people really do – as opposed to what they say they do. This presentation illustrates how Munich Airport has implemented user shadowing to identify opportunities for improvement by understanding instinctive, rational and emotional behaviours, and proposes a comprehensive framework to integrate the shadowing process within existing airport service quality strategies at airports worldwide.

Synopsis: The presentation will discuss the expansion and renovation of Haneda Airport passenger terminals to accommodate the increasing demands. The plan is to introduce innovative new technologies such as Fast Travel and One ID.

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 how Heathrow Airport is dealing with sustainable growth and making every journey better.

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: The presentation will focus on the essential building blocks of a customer-centric culture. It will lean on what Karl learned and experienced at Disney, leveraging stories that illustrate how his team delivered exceptional experiences. Karl will discuss strategies and tactics that focus on values, talent, leadership and organisation, emphasising that a customer-centric culture is something that must be sustained and, more importantly, nurtured. He will also focus on the importance of analytics and measurement in a customer experience that is heavily influenced by the digital world.

Synopsis: Munich's Terminal 1 will be expanded with a new pier that adds a capacity of six million for non-Schengen passengers. But how will that fit into the building and what changes and challenges does a nearly 30-year-old terminal building face with such an expansion? The focus of the presentation will be on the existing infrastructure and the necessary changes being made.

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: 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 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: New and enhanced technologies are constantly and rapidly emerging and the terms 'disruptors' and 'disruption' have stuck. Airports worldwide are often in the position of reacting as these disruptors emerge. Airports should not and do not have to wait for innovation and disruptive technologies. This presentation focuses on how airports can take a proactive approach and initiate, identify and/or develop innovations for the airport, as well as some of the issues to consider and the potential to generate revenue.

Synopsis: The presentation will cover the evolution of stand-off threats to aviation and how traditional policing can mitigate a number of these threats. It will also outline technical countermeasures and the challenges of employing these methods, including the impact of drones around airports.

Synopsis: The presentation will discuss the expansion and renovation of Haneda Airport passenger terminals to accommodate the increasing demands. The plan is to introduce innovative new technologies such as Fast Travel and One ID.

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: 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: 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: 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: 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: 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 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: 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: 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: 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: 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: 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: 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: 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 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: The presentation will provide an overview of trends in airport capex development, ownership types and airport economic regulation in AME. It will also discuss IATA economic and passenger traffic forecasts affecting global operations and the need for infrastructure to keep pace with demand.

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 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 speaker will discuss legal aspects of identity, security and convenience in the airport and the border control check environment. She will focus on the ‘biopower’ that follows from biometric data use and will review this ‘power’ in relation to the needs in the airport context. Concepts such as privacy and ethics and the first steps of an overall regulation for biometric data in the European Union in the GDPR will be discussed and questioned as well.

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 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: 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: 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: 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: 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: Narita Airport has evolved as Japan’s main gateway, expanding its global aviation network. The presentation aims to analyse the future possibilities of retail activities to maximise airport revenues at passenger terminals, which will provide higher levels of service and convenience to customers.

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: 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: 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: 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: IATA will present the latest edition of the Airport Development Reference Manual (ADRM). The ADRM provides guidance on designing airport facilities taking user needs into account. In this brand-new edition, the capacity calculations have been completely revised, and there is a key new chapter on airport technology and the role it plays in airport design, as well as many important updates to all existing chapters, including but not limited to passenger terminal, airport simulation and traffic forecasting.

Synopsis: From challenges to strategy – coping with the increasing numbers and sophistication of cyberattacks in the air transport industry.

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: 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: Currently, airport operations at KLIA are monitored and supervised by separate control centres. This setup does not give full satisfaction because it can lead to a loss of robustness when facing degraded situations. ICAO’s Airport Collaborative Decision Making (A-CDM) and Airport Operations Centre (APOC) concepts can address these issues. The session will present the framework of A-CDM and APOC and the state of the art in operations centres. Through the example of KLIA, it will explain how APOC and A-CDM can foster collaboration between the stakeholders and enhance operations management, and how these concepts can be successfully implemented through a step-by-step roadmap.

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: Seattle-Tacoma is the USA’s fastest-growing airport, and the growth in public access has been an increasing challenge. The presentation will explore balancing goals to decrease carbon emissions; increasing public transport and multi-occupant vehicle access; and using our authority to green airport access.

Synopsis: Smart, in-house, low-cost solutions implemented at Wroclaw Airport have minimised the time spent on airport processes (i.e check-in, security and passport control, jet bridge boarding, baggage delivery). A no-queue policy was successfully implemented in all sectors. Thanks to these solutions, passengers enjoy their stay in the terminal using preferred commercial zones (shops, food and beverage points, executive lounge, etc.). This has increased spending per passenger by 10% (F&B area). The presentation will share Wroclaw's experience in dealing with increasing traffic, and show smart solutions that allowed the efficient processing of passenger flows in a standard European regional smart airport.

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: This presentation describes the design of a smart airport facilities architecture for Taiwan Taoyuan International Airport Terminal 3, which is currently the single largest infrastructure investment in Taiwan. It will include single token in the departure process, baggage tracking of IATA 753 in BHS with three-level screening, and energy management, which is a whole new service concept connecting the trend of benchmark airport design guidelines. The design process had to consider not only Terminal 3 but also the airport masterplan to avoid being beaten by the competition. Therefore, this presentation also illustrates how to maintain the resilience of the smart airport.

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: A new report from the Airports Council Cooperative Research Program explores the many innovations and best practices being instituted at airports worldwide to better accommodate the diverse needs of the fast-growing number of travellers with functional limitations. Building on ACRP Report 177 on wayfinding, this holistic research covers everything from management practices and architecture/design to IT/communications, ground transport and people-processing technologies. Key innovations are summarised in a concluding chapter that includes characteristics for each, such as cost, difficulty of implementation, applicability by airport size, and benefits to customers. This presentation will provide an overview of the report methodology and findings.

Synopsis: Imagine a mobility hub – train station or airport – embracing digitisation and customer orientation. The participants in the Smart Station project bet within the digitalswitzerland challenge (https://challenge.digitalswitzerland.com/about/) that by April 2019, they will have established Zurich Main Station as the world’s most digital, personal traffic hub for customers, tenants, suppliers and other innovative partners (https://challenge.digitalswitzerland.com/portfolio/smart-station/ and www.sbb.ch/smart-station). In order to improve customer experience, clients will be able to adjust their experiences at the station – such as light or information – to their own preferences. At the same time, new services will be implemented.

Synopsis: The presentation will focus on a current accessibility topic of key interest and demonstrate how listening to the customer and responding appropriately enhances the travel experience for a passenger with a disability. Examples will be given of how collaborative working can provide innovative, cost-effective solutions that deliver what the customer wants.

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: 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: 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: 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: RIOgaleão is Brazil’s second-busiest international airport and faced the challenge to respond to the increased operations demands from airlines while ensuring a good passenger experience. To face this challenge, the airport proposed addressing it by ordering and managing the strategic planning of the airport slots. Efficient management of the slots has made it possible to coordinate, optimise and detect operational limitations, apply the necessary corrective measures to solve them and efficiently plan according to the different seasonal needs. As a result, the airport had the most punctual departures in Latin America in 2017 and the capacity increased.