Speaker List 2020

Synopsis: It's difficult to get airlines to commit to flight operations in remote areas of Europe. When the market is closed, the location is far away, and your region is unknown by airlines and tour operators, and when there are only a few airlines operating from your airport – is there a way to make you known to the world? This presentation showcases how a small region can take matters into its own hands and raise the awareness of its existence. With succesful marketing and development work, Tampere region has gone from being a hidden and unknown place to a known opportunity for new companies.

What the audience will learn:

• How a region can be a key operator in air transportation development work
• The power of collaboration by regional companies when the working budget is low
• How to market your regional industry and city development into a successful and accessible destination
• How to connect local interest groups to support you and work together towards the same target
• The power of visibility and strength in numbers internationally despite being small and unknown

Synopsis: MAG IT has been on a quest for total airport management (TAM) for a number of years. The presentation will reveal how MAG has used the latest innovations in delivery and technology to move away from the big bang approach to strategic programs of work, and now is able to deliver strategic initiatives in a more iterative approach, thus alleviating the risks to the business as well as delivering benefits early. The talk will cover concepts such as A-CDM and iAOP and how these key initiatives, as well as the latest approaches to data integration/data and analytics, all add to the concept of TAM.

What the audience will learn:

• How MAG has approach TAM - iterative over big bang
• How key initiatives, such as ACDM, iAOP, and data and analytics all add up to support TAM
• What IT architectural principles you need to be aware of to support TAM
• What MAG has delivered so far, including challenges and successes to date
• How DevOps and agile delivery methodologies can help you on your path to TAM

Synopsis: The presentation will explore the integration of a new fully automated baggage handling system that consists of a new facility with CTX 9800 EDS machines and mobile inspection tables (MIT) inside the CBRA room. The discussion will dive deeply into operational constraints associated with the transition from an outdated system and standalone EDS operation into the new fully automated system. The presentation will describe from the airport perspective how to properly plan, including getting airline buy-in, and how to work with federal partners and other stakeholders including ground handlers, while still operating in the old environment.

What the audience will learn:

• How to achieve the perfect balance between technology and human capabilities to increase efficiency
• How to bring all airport stakeholders to the table to guarantee successful results
• How to streamline data received from the baggage handling system for useful metrics
• Why baggage hygiene is the core of all baggage handling systems

Synopsis: The presentation will provide insight from two major airports experiencing rapid growth and expansion where the progressive design-build (PDB) project delivery method is being utilized. Industry experts will offer real-world examples of how the PDB contract method can be tailored to handle aggressive schedule requirements and/or contract flexibility from a cost and programming perspective. What are the advantages and challenges of this unique project delivery method? Lessons learned from the perspectives of the owner, architect, and builder will be revealed.

What the audience will learn:

• Why would an airport choose to use the progressive design-build project delivery method?
• What are the unique traits of the progressive design-build contract?
• Success stories that can only be delivered by progressive design-build
• What the teams have learned from past PDB projects and how to build upon these lessons
• The unique challenges faced by the owner, architect, and builder who enter into the progressive design-build arena

Synopsis: TAV Technologies, part of Aéroports de Paris (ADP), is working on next-generation airport management systems and how to apply cutting-edge technologies such as big data, machine learning, IoT and mobile technologies to increase operational efficiency in airport operations. To create ‘smart airports’ of the future, TAV Technologies brings in new architectural models such as microservices, containers and the most up-to-date approaches such as user experience (UX) and design thinking (DT).

What the audience will learn:

• A global and holistic view of airport operations with accurate and complete information on flights and resources
• New optimization methods, AI-based suggestion engines and multi KPI objective functions to meet varying optimization needs
• Improving operational performance and efficiency by adopting big data and machine learning (ML) technologies in airport management systems
• A modular and flexible software approach to process to the total airport management concept using microservices architecture
• Empowering UX (user experience) and design thinking (DT) principles to remove the frictions for operational users

Synopsis: Due to the ever-expanding aviation industry, the Kingdom of Bahrain’s Ministry of Transportation and Telecommunications alongside Bahrain Airport Company have immersed themselves in developing an encyclopedic project known as the Airport Modernization Program. The AMP aims at elevating Bahrain International Airport by means of updating the current infrastructure and services. Given the size of the project, it is expected that the airport’s capacity will increase to accommodate 14 million passengers annually. The project will capitalize and build on the Kingdom’s historical position, ultimately transforming it into a vibrant platform that invests in boosting efficiency and reinforcing the role it plays in Bahrain’s gateway to the world.

What the audience will learn:

• AMP main advancements and facilities and digitization at the new passenger terminal building
• BAC business transformation model
• New terminal building masterplan
• Assets integration and stakeholder involvement
• Operational readiness airport transfer (ORAT)

Synopsis: Biometric travel has been at the forefront of aspiration for airports across the world. As technology improves, the aviation industry has welcomed the change and begun to leverage it to increase both security and facilitation, two terms that historically sat on opposing sides of the balance. The implementation of such technology stretches across many use cases, which will lead to improvements in operational performance, commercial revenues and the guest experience.

What the audience will learn:

• Experience of Oman Airports in single-token journey implementation
• Lessons learned from a first-of-its-kind virtual tunnel for emigration using biometrics
• Further use cases regarding biometric travel and the importance of running trials
• Strategy framework for implementation of proof of concepts

Synopsis: In Switzerland, everything seems more expensive! How can we make our passengers feel good and buy more or complain less about the price? Can innovation help? Can the approach used by major tech industries and Silicon Valley's best startups be applied in the airport retail industry? This is the gamble and the journey that Geneva Airport took this last year. We will share with you our journey and what we have learned on this journey.

What the audience will learn:

• How to develop an innovation culture in the airport retail environment
• Innovation tools applied: design thinking, lean startup, business model canvas
• Lessons in applying to the airport retail industry the approach used by major tech industries and Silicon Valley's best startups

Synopsis: The airport therapy dog program study is a first of its kind. The study is divided into three areas: program design, customer experience and communication, and feedback program. The panel will include highlights from the study, customer experience innovation, and LAX and YUL airports as a case studies.

What the audience will learn:

• Airport therapy dog programs improve customer experience and satisfaction
• Airport social media engagement increases after therapy dog program introduction
• New airport innovations and community partnerships are formed through the programs
• How airports build an airport therapy dog program
• Why airport therapy dog programs are required

Synopsis: The airport operations center (APOC) is a collaborative approach to improve performance and build a global picture of airport operations. By sharing information and real-time data with all stakeholders, APOC enhances passenger satisfaction and quality of service from landside to airside. The fluidity of road access, the performance of baggage sorting machines, the quality of ground handling operations and the reliability of technical installations are all subjects that contribute to the punctuality of the airport. The APOC solution brings together in one place experts able to solve problems, implement curfew management solutions and predict future developments.

What the audience will learn:

• Anticipate: how the APOC is proactive in the face of foreseeable disruptions and is never without resources
• Pilot and maneuver: how the APOC and each actor in its perimeter conduct the operations at their level
• Collaborate: so that decisions are made in a collaborative way and collectively assumed by the stakeholders
• Progress: so that crises are experienced and remembered as opportunities to learn and advance operations
• Implementation: the principles as described in the operational concept

Synopsis: What came first, KPIs or Process Models?

What the audience will learn:

• How has the APOC changed your terminal operating models?
• How are you monitoring and reacting to real time KPIs?
• How do you coordinate performance with stakeholders (both in and out of the APOC)?
• Which is better: Centralised or Distributed APOCs?
• What contingencies do you plan for major outages of the APOC facilities/infrastructure

Synopsis: Selaparang Airport is a former airport in Lombok, West Nusa Tenggara, Indonesia. It closed in 2011 and was nearly abandoned by the airport operator. Subsequent attempts to build a flying school and training center failed due to the Lombok location not being strategic enough to achieve the necessary revenue. In 2019, the Indonesian President announced Mandalika as a tourism destination. Lombok will host MotoGP, which will increase airport passenger numbers. Through a community tourism concept, together with stakeholders, the airport operator has taken the opportunity to open the Selaparang Aero Experience as the first aero theme park in Indonesia.

What the audience will learn:

• Understand how to develop airport land bank
• Masterplanning in a creative and efficient way
• Creating thematic marketing that will enhance revenue

Synopsis: The presentation will depict the challenges and opportunities of a modern airport technology agenda. The emphasis will be on technology-driven airports and the impact of these technologies on passenger experience. This session will cover case studies such as enhancing passenger seamless travel utilizing biometrics , use of robotics (pepper), etc, which improve the passenger journey and create operational efficiencies.

What the audience will learn:

• The challenges of a modern airport technology agenda with simple examples driven by stakeholders’ needs
• The impact of a technology-driven airport on pax experience while addressing a number of POCs
• The challenges and benefits of biometrics technology aimed at significantly improving the passenger experience
• How passenger experience can be affected while utilizing robotics
• The journey of a technology-driven airport toward digital transformation

Synopsis: Today, the fastest-growing segment in the travel industry is accessibility; by 2050, the number of travelers over the age of 65 will double. Although this creates some challenges that airports need to prioritize, it also opens a unique market of opportunity. In this talk, we will examine what the data is telling us about the shift in passenger needs over the next decade, look at examples from around the world of how airports and governments are working to prepare for this transition, and discuss measurable goals to ensure your airport or airline is on track to accommodate the Silver Tsunami.

What the audience will learn:

• How to set measurable goals to prepare for this shift in passenger needs
• The key areas to focus investments for maximum ROI
• Examples of what airports around the world are doing, what's working and not working
• The severity of the situation facing the travel industry

Synopsis: Climate change mitigation, air quality improvement and biodiversity preservation are challenges at the forefront of civil society expectations. Given this context, expectations are high for aircraft manufacturers, airlines and airports, among others. Action appears to be a prerequisite to maintain the license-to-grow and even license-to-operate of the sector. In this context, airports can play a significant role toward more sustainable aviation, given their ability to provide solutions that will not only reduce their own impact – by decarbonizing their energy production, for instance – but also help all third parties to limit their impact (airlines, ground handlers, passengers and employees). To accelerate that journey toward sustainability, smart technologies are expected to play a significant role, for instance by facilitating intermodality, leveraging data to turn buildings and energy networks smart, or, in the long run, paving the way to a smart airport city.

What the audience will learn:

• Contribution of airports to climate change mitigation
• Added value of smart airports to further increase the optimization of infrastructure and airport managers' sustainability
• Smart technologies – enablers of an airport's sustainability

Synopsis: Advancements in autonomous technology have the potential to significantly enhance the efficiency and effectiveness of aviation security. However, the aviation community must think about which systems will provide the biggest benefit and how they can be integrated into ongoing operations. This panel will explore ongoing developments in autonomous technology, operational concerns and lessons learned from use cases to provide potential adopters of autonomous technologies with a better understanding of available capabilities and the best way to move forward.

What the audience will learn:

• Autonomous technology overview: system types, mobile versus stationary systems, multi-system deployments and data collection
• The right solution: matching autonomous technology and capability with operational need and environment
• Logistics: adjusting for autonomous vehicles in the operating plan
• Use cases and lessons learned

Synopsis: Innovation needs to be more than just a single person in an organization with a job title, rather something that involves and includes the entire organization. Wherever possible, implementation should include a live operating environment - like an airport! It’s not just about having an innovation group; it’s about having an innovation culture: actively stimulating and accepting new ideas and always ready to alter the way “things have always been done".

What the audience will learn:

• How to create a culture of innovation and inclusion
• Collaborating with other departments and industries
• Moving ideas forward from the drawing board

Synopsis: On the verge of building a brand-new terminal, Kansas City International Airport (MCI) sought to incorporate a new asset management software that has the ability to monitor and manage the full lifecycle of MCI's enterprise assets, such as facilities, communications, transportation, production and infrastructure in the new maintenance facility building. Electronic Data Inc (EDI) was tasked with the implementation of Maximo and the migration of data from the primary BIM model to Maximo. This smaller, successful project is a prelude to a much larger implementation during the development of the new terminal, set to open in 2023.

What the audience will learn:

• How to maintain the lifecycle of an asset from design, to construction, to maintenance
• How to lower an airport's investment to create and maintain asset data
• The challenges and solutions during the implementation and migration of data
• The advantage and cost savings of implementing asset management programs during design and construction vs. retrofitting

Synopsis: Baggage handling systems (BHS) are critical to successful and efficient airport operations. Selection of proper BHS technology that will provide the most reliable, efficient and secure conveyance of bags is an absolute necessity. And ensuring that the design, construction, operations and maintenance will fully satisfy the airport’s needs must be carefully orchestrated. Orlando’s growth has dramatically exceeded forecasts. To meet demand, GOAA began a public procurement protocol in 2015 to select the design, construction and manufacturing team for an RFID (aka ICS) BHS system, which provides 100% tracking, eliminates international and domestic bag separation, minimizes jams and improves hygiene.

What the audience will learn:

• The right process of selecting the ideal DBOM team
• The technical aspects of preparing the design criteria package to ensure participation of all qualified potential bidders
• The most important aspects of a robust, reliable and efficient BHS
• The best methodology to design, procure, install and maintain an efficient BHS
• Lessons learned on the key success factors to deliver a BHS in a collaborative, integrated approach among all stakeholders

Synopsis: Connecting the dots with ORAT means seeing the bigger picture so as to raise the confidence level for a smooth transition from construction to operation from day one, with innovation in every aspect of what you do. Being ready for operation depends on the ability to seamlessly navigate and combine all levels (micro, mezzo and macro) to deliver successful outcomes for clients and communities. The ORAT governance models and the confidence we provide to new or revamped facilities are all about how many dots to connect.

What the audience will learn:

• Understanding the complexity of the airports business – operational and process. Where each level exhibits a high degree of entropy
• OART doesn't just help individuals; it works across three scales – micro, mezzo and macro – to deliver the change
• The micro level is everyday work and involves direct interaction between facilities and systems, delivering a process up to efficiency
• Mezzo level is generally considered the point when the asset is ready to provide returns at the level expected for the investment
• The macro level establishes the principles and terminology of business continuity management, which involves interventions and advocacy on a large scale

Synopsis: In 2016 easyJet started a transformation project at London Gatwick Airport. Within this project the airline moved from a split-terminal operation to a new passenger experience with a 100% self-bag-drop offer for its passengers. Thanks to the automated processes, the stakeholders, airline, airport and passengers benefit from reduced waiting times and high-speed service. To give passengers more comfort, easyJet added functionalities such as Chip and PIN payments and biometrics. The airline is a pioneer in digitization and automation while creating new revenue opportunities. This helps it strengthen its proposition.

What the audience will learn:

• How it’s a win-win for everyone – passengers, airline, airport
• Adding more functionality – Chip and PIN payments, biometrics
• How to automate certain processes
• How to create new revenue opportunities

Synopsis: The presentation will explain how Air France has addressed three challenges. First, how to deal with complex environments where real-time decision capabilities are key to ensuring the best experience for customers and employees (#datasharing, #realtimeanalytics). Second, the importance of human assets in a digitized environment: the need to empower them from a soft-skills perspective as well as from a tech literacy perspective (#future of work, #agility). Finally, how to leverage technology and data on one hand and the airport ecosystem on the other, to deal with customer and employee pain points: co-innovation is a key element (#biometry, #gatesexperiment).

What the audience will learn:

• How to deal with complex environments
• The importance of human assets in a digitized environment
• How to leverage both tech and airport ecosystem

Synopsis: The fundamentals of airport placemaking have changed. Sure, meeting passengers’ basic needs is still crucial, but today’s travelers expect more. Their dollars demand it. They won’t pay for inauthentic experiences. They crave a taste of the city that lies just beyond landside, a glimpse of what it’s like to be a part of the hometown team. So maybe it’s time we stopped looking at them as passengers and started seeing them as fans. Airports should borrow qualities from the best stadiums and arenas that make them magnetic draws in the first place. Find out how, with two international case studies.

What the audience will learn:

• What can airports learn from the most cherished gathering places in sports when it comes to urban design and activation?
• How do you put underutilized space to work, delighting your customers and giving them a welcome distraction from their worries?
• What are the first steps in auditing an airport’s existing experience and learning more about its customer base?
• How do you de-stress the airport environment and prime your customers to spend on worthwhile experiences?
• How do you customize this new experience: a comparative US/European airport operator perspective

Synopsis: WSP has been working with a number of regional airports on zero-carbon roadmaps for 2030. The co-presentation with Cardiff Airport will explore how to build renewable energy and low-carbon technology innovations into the airport masterplan. The importance of regional infrastructure for future zero-carbon airport operations, logistics and surface access will be highlighted. Practical examples will be given from the ACA program and from Cardiff Airport, which has recently updated its sustainability strategy.

What the audience will learn:

• Zero-carbon roadmaps for 2030
• Links to wider sustainability/masterplanning
• Uptake of all-electric technologies/renewables
• Learning from regional airport case studies
• Progress on the ACA program in 2019

Synopsis: By using in-theater passenger research as the first step in decision making, airports can offer retail partners more transparency, provide an equal playing field for all partners and reduce the bias of commercial teams in their own opinions. This makes way for a better process beyond the traditional RFP, and introduces a more transparent process for all stakeholders.

What the audience will learn:

• Establish a process and communicate it
• Introduce and educate partners on the process
• Execute the process and have checkpoints
• Evaluate the results and feedback from partners
• Refine and repeat

Synopsis: Get the low-down on how MAGO, Manchester Airport Group’s digital business, was established and rapidly scaled from 5-150 digital natives within two hugely challenging years. Learn how a culture of experimentation delivered over £5m additional income and how new customer-centric experiences and accelerated product diversification are combating disruption while creating sustainable new lines of business. As the business matures, find out how MAGO is now evolving from a product to a platform business, and building an airport ecosystem and leading-edge user experiences that are fit for the future.

What the audience will learn:

• Facing the challenge of digital disruption and the need to scale at pace
• Transitioning to an experimentation culture to drive innovation
• Leveraging customer validation, discovery and rapid iteration to accelerate speed to market of new products while reducing risk
• Evolving from product to platform thinking to drive agility, cost efficiency and more joined-up customer experiences
• Testing and evolving our digital capabilities to meet the needs of tomorrow

Synopsis: Heathrow’s third runway expansion is the largest and most complex infrastructure planning application in UK history. Through an innovative approach, Heathrow assembled an integrated design team (IDT) comprising the best architects, engineers and designers with proven experience across infrastructure projects and global aviation hubs, as well as experience in complex and sensitive masterplanning. Find out how the IDT has developed its working model over the last three years to deliver exceptional designs for Heathrow, and how this collaborative model has consistently challenged the seven companies within it to strive for better solutions to highly complex design challenges.

What the audience will learn:

• Why Heathrow chose the integrated design team approach above other models of delivery
• Find out how the ‘best athlete’ approach to tasks creates an atmosphere of healthy competition delivering highly effective outcomes
• Discover how the IDT offers incredible expertise and great diversity of thinking
• How IDT’s Early Career Professionals network is helping to fast-track careers and share lessons learned across Heathrow and its suppliers
• How the IDT leadership team have evolved the model over the last three years

Synopsis: This presentation will discuss recent breakthroughs in x-ray screening. We will showcase the results of pilots at major hub airports, demonstrating how screeners’ analytical capabilities and performance can be maximized by combining human and artificial intelligence on one platform, allowing real-time human-machine interface for faster and more accurate visual recognition. At the trials, screening time was optimized to three images per second, and the POC demonstrated the potential for networked operator screening to achieve a significantly high hit rate. We will present further training capabilities and consider the implications of AI-driven automation on processes, infrastructure and labor.

What the audience will learn:

• How artificial intelligence (AI) driven automation can revolutionize checkpoint security
• How human-machine interface can overcome the bottleneck of human performance
• The potential for networked operator screening to increase efficiency and accuracy
• How to maximize human capabilities to optimize response to emerging threats
• How to deploy human-machine interface to monitor performance, fatigue and concentration levels in real time

Synopsis: Airports have become a vital part of contemporary society. They have turned from infrastructure knots to multipurpose urban centers. Yet they are physically separated from city centers, often unnecessarily disconnected. The Urban Turbine Research Project is connecting airport owners and operators with academics and leading industry experts in an unprecedented attempt to overcome traditional boundaries. The pool-funded research engages intrinsically connected stakeholders, fostering the future model of innovative connectivity and addressing opportunities using technology to shrink the infrastructure footprint, reduce the environmental impact and improve the quality of life for passengers and citizens alike.

What the audience will learn:

• Airport visioning, broken down into manageable stages, zooming out and in to the detail of future airport planning
• Best practice of collaboration between industry and academia, providing future airport management capabilities and personnel
• Airport urban planning, turning airports into people-centric, attractive and best-connected urban places, focused on sustainability and well-being
• Passenger processing revisited from home to gate, starting the process afresh, overcoming airline-driven terminal design practice
• Airport governance, integrated airport, city and airport access management, Airport Collaborative Decision Making

Synopsis: Tackling climate change is a task that governments and businesses around the globe are being challenged to address. The aviation sector has been singled out as potentially contributing more to carbon emissions than reducing them, and the onus is on airport owners, operators and designers to work together to achieve sustainability targets – fast. Join airport representatives from Heathrow and Bangalore International as they discuss how sustainable aviation design is possible within a range of scales and localities. Gain insights into how to improve resource efficiency, reduce embodied and operational carbon, and create better health and well-being outcomes for all.

What the audience will learn:

• Gain knowledge from real-world case studies from Heathrow and Bangalore International airports
• How to overcome the main barriers and challenges in sustainable airport design
• Learn about the most effective approaches in design and operations that deliver sustainable outcomes
• Understand key technologies and growing areas of innovation
• Learn about what still needs to be done and who needs to be involved

Synopsis: Airport operators today are grappling with the concepts of innovation and customer experience (CX). Some consider CX a simple program/project that, once done, no longer needs to be considered. Others are struggling with the concept of innovation and what that buzzword means in an airport world – and how it can exist in an operationally focused organization. In reality, both concepts are critical to building the airport of the future. This presentation will assist airport operators in understanding different approaches to innovation; how to approach innovation from a public procurement perspective; and how CX is a 'lifestyle' for airport operators to bring their airports into the future – all while using Innovation as the building block for that future.

What the audience will learn:

• Different approaches to innovation
• How to work with procurement and general counsel to ensure that innovation can fit into 'traditional' procurement methodologies
• Customer experience as an ongoing discipline, not a one-and-done activity
• How innovation supports the customer experience

Synopsis: Innovation needs to be more than just a single person in an organization with a job title, rather something that involves and includes the entire organization. Wherever possible, implementation should include a live operating environment - like an airport! It’s not just about having an innovation group; it’s about having an innovation culture: actively stimulating and accepting new ideas and always ready to alter the way “things have always been done".

What the audience will learn:

• How to create a culture of innovation and inclusion
• Collaborating with other departments and industries
• Moving ideas forward from the drawing board

Synopsis: In recent years, Swedavia has conducted a number of proofs of concept and implemented a number of solutions to make Swedavia more sustainable and the world a little better. This presentation shares the lessons from these proofs of concept and the solutions, from using new data to save energy to connected runways, exploring how innovation can help make sustainability possible.

What the audience will learn:

• Swedavia's sustainability goals
• Lessons from actual proofs of concept at Swedavia's airports
• What effects our sustainable solutions have delivered

Synopsis: A discussion on airport innovation and retail department collaboration – inspiring retail ideas

What the audience will learn:

• Entrepreneurship and innovation in airport retail
• New business model in airport retail
• Reinventing airport retail - retail innovation case studies
• The future of retail - retail innovation - how to

Synopsis: Major airports are facing – or will likely face in a near future – flow capacity constraints (ground transportation, check-in, security checks, border controls, etc) degrading flight punctuality and passengers and airlines' satisfaction. Airports are becoming more and more 'smart' but are themselves complex ecosystems to optimize. As available data skyrockets and passengers' expectations are still getting higher and higher, big data applications are promising. This presentation looks at how figures can help to better understand the airport processes and improve operational performance efficiently.

What the audience will learn:

• Why looking at passengers flows at airports is relevant today and even more tomorrow
• What the main airport capacity bottlenecks are and how critical they are
• Why airports operators definitely need big data to further optimize their operations
• How big data can help airport operators to optimize operations
• What the main prerequisites are to implement a big data project to improve airport operations

Synopsis: Since the initial launch of the first curb-to-gate biometric experience in Atlanta’s International Concourse F, Delta Air Lines has expanded biometric services at international departure gates in at least 6 airports across the US, with more to come. But building this experience was a complex project that required countless hours of preparation, design and persistence. Exactly how did Delta, in partnership with the Department of Homeland Security and NEC, team up to design and deploy such an innovative experience at some of the country’s busiest airports?

What the audience will learn:

• Why facial recognition is becoming the de facto biometric technology for the aviation customer experience (CX)
• Insights into Delta/NEC’s co-development of biometric technology for use in a passenger terminal environment
• The challenges and barriers to adoption and deployment, and how the group worked together to overcome them
• Results from the past 18 months of deployments and where the program is heading next for Delta

Synopsis: With an increasingly competitive airport landscape, retail and hospitality are key differentiators in defining the guest experience. A case study of one of the most recent innovative retail mall and mixed-use designs in Singapore will explore the key principles in inspiring customers and how this compares to the most recent airport retail. Focusing on the guest experience, well-being and wellness, it will examine how sustainability is an essential part of catering to the needs of travelers and what airports can learn from successful commercial retail design.

What the audience will learn:

• A case study of Funan Mall, Singapore – a benchmark in sustainable retail design
• What is meant by sustainability, well-being and wellness
• How sustainability and biophilia are the key to successful commercial retail design

Synopsis: As the Indian economy grows, consumption-led growth in populated metros is expected to spill over to hinterland areas. This is also expected to be due to production becoming more expensive in the densely populated metro cities. In this scenario, air connectivity can provide the required impetus to the economic growth of regional centers. In this context, one of the key objectives of NCAP 2016 is to 'establish an integrated ecosystem that will lead to significant growth of the civil aviation sector'.

What the audience will learn:

• Geographical spread: how the vast country is connecting various regions
• Collaborations: government, state governments, operators and airlines
• Giving new meaning to air connectivity; minimum cost
• Resource management: using existing airstrips; upgrading or revival
• Employment generator

Synopsis: Urban air mobility is an emerging technology anticipated to see rapid growth in the coming decades, providing new connectivity between airports and cities. This panel will explore the topic of integrating UAM services into airports, covering requirements for infrastructure, aircraft and passenger operations and airspace requirements. A key integration aspect will focus on the essential collaboration between the main system partners: aircraft manufacturers, operators, airports and ATC. Taking the experience of the panelists from undertakings in the USA, Australia and Germany, the panel will discuss the approach to making a success of eVTOL operation and integration in the airports.

What the audience will learn:

• How to establish and integrate a quality passenger service and experience
• What are the regulatory challenges?
• Who are the main parties to be involved?
• What are the infrastructure and aircraft handling challenges?
• How can UAM operations be integrated into the airport’s airspace and ATC?

Synopsis: To achieve carbon neutrality by 2030, ADP is relying on a unique and inspiring combination of geothermal assets. In Paris-Le Bourget, ADP has operated a geothermal heat pump since 2015 (50% internal heat needs). A deeper resource, the 'Dogger', has provided Paris-Orly with 30GWh/year since 2010 (40% internal heat needs). The latter experience will be leveraged by developing new geothermal production at Paris Charles de Gaulle, due to start operation in 2024 and 2028, and providing 150GWh/year of heat, thereby hugely cutting CO2 emissions. ADP is also investigating district heating networks, along with local public territories, also relying on geothermal resources.

What the audience will learn:

• How to best use geothermal resources to reduce carbon footprint
• Various geothermal technologies can be combined to leverage geothermal energy
• Technological breakthrough can help to further reduce CO2 emissions in existing geothermal assets

Synopsis: The presentation will introduce Clark Airport as a future gateway to the Philippines to serve the development of New Clark City. This project has been driven by the Philippines Bases Conversion Development Agency (BCDA) and is implemented under a hybrid PPP scheme made of an EPC contract on the one hand and an O&M service provider contract on the other. This iconic project is one of the most ambitious in the Philippines, and more generally in the dynamic ASEAN region. The airport will serve a brand-new metropolis, thus providing many opportunities for airport industry stakeholders.

What the audience will learn:

• Brief overview of the airport sector in the Philippines
• An airport project to serve a brand-new metropolis: status and development of Clark Airport and city
• Particularities of a hybrid PPP scheme splitting EPC and O&M (lessons learned, pros and cons)
• Opportunities for the airport industry (manufacturers and service providers)

Synopsis: Baggage handling systems (BHS) are critical to successful and efficient airport operations. Selection of proper BHS technology that will provide the most reliable, efficient and secure conveyance of bags is an absolute necessity. And ensuring that the design, construction, operations and maintenance will fully satisfy the airport’s needs must be carefully orchestrated. Orlando’s growth has dramatically exceeded forecasts. To meet demand, GOAA began a public procurement protocol in 2015 to select the design, construction and manufacturing team for an RFID (aka ICS) BHS system, which provides 100% tracking, eliminates international and domestic bag separation, minimizes jams and improves hygiene.

What the audience will learn:

• The right process of selecting the ideal DBOM team
• The technical aspects of preparing the design criteria package to ensure participation of all qualified potential bidders
• The most important aspects of a robust, reliable and efficient BHS
• The best methodology to design, procure, install and maintain an efficient BHS
• Lessons learned on the key success factors to deliver a BHS in a collaborative, integrated approach among all stakeholders

Synopsis: The evolution of interior design and architecture has recently demonstrated once again how critical it is to think in terms of customer use in order to redefine the overall experience you want to offer to passengers before they fly from an airport. How can we get inspiration from the hotel and hospitality industry to better shape departure lounges? How can we adapt to the new generation's traveling behaviour and expectations? This presentation will focus on several use cases to explain concretely how Paris Aéroport has integrated design and hospitality into its marketing strategy.

What the audience will learn:

• How to manage the shift from traditional departure lounge design to new standards
• The different challenges in managing such a shift
• Benefits from bringing design and hospitality into the world of airports
• How to impact client satisfaction through hospitality strategy
• What Paris Aéroport future boarding lounges will look like

Synopsis: As significant centers of economic activity in every major community around the world, modern airports are also hubs of mass-scale digital activity. From information collection, processing and dissemination, to e-commerce, predictive analytics and complex information processing, an airport's digital sibling is more than just a twin. This session brings together world airport tech leaders to discuss many issues related to today's digital reality. What does the airport’s digital doppelgänger really look like? How do airports develop their digital alter egos? How will the future airport digital ecosystem work? The speakers will also look at real industry-level programs aimed at creating the foundations of the airport digital revolution.

What the audience will learn:

• How airports have evolved on their own digital transformation journeys
• How to develop an effective digital strategy
• How the future digital ecosystem might work
• Leveraging industry programs to help airports on their digital transformation journeys

Synopsis: The presentation will discuss airport development after becoming the first carbon-neutral airport in CEE: initiatives toward net-zero; learning from others; designing and turning sustainability-related programs and specialized solutions into practice.

What the audience will learn:

• Major environment- and sustainability-related practices and results at BUD
• Extension and redesign of airport sustainability portfolio
• Current programs and development plans

Synopsis: In line with the ATM masterplan trajectory, moving from first-come, first-served, to best planned-best served will be a crucial operating concept shift for airports within the next few years. Airports have been busy playing their part, harnessing the ground operational flows from aircraft stand to runway, giving the network a much-enhanced picture of what flight will take off, when. Now, using smart, predictive technology to create a full digital twin of the airspace operations, for the first time we can join together the air and the ground operation to enable optimized predictive balancing of the airport's critical finite ground infrastructure from the outside, in.

What the audience will learn:

• Lost in acronyms? ACDM, DMAN, AMAN, DCB... we’ll show you how they all join together to deliver the future
• How predicting the next operational day from the lenses of ‘flight’ will allow enhanced resource management, mitigating cost and delays
• Proven concepts already rolled out at major hub airports
• New methods to deal with uncertainty in an uncertain environment
• Dispel the myth that airports, ANSPs and airlines all want different things

Synopsis: The Terminal Development Program forms a central part of a NZ$4bn+ capital program at Auckland International Airport. It includes a new international arrivals facility, landside redevelopment and a new domestic jet facility – supporting a near doubling of capacity and continued improvement in customer experience. This presentation will give an overview of the terminal development program, the different approaches being adopted to deliver the individual facilities, and the way that an agile-like approach has been used in prioritizing the capital solution and development of options.

What the audience will learn:

• Context of the current and future capital development program at Auckland International Airport
• Application of an agile-like approach to airport planning and large-scale development and delivery
• Alignment of capital delivery models with program and project requirements
• Importance of airline customer, government agency and stakeholder collaboration in the airport development process

Synopsis: This work presents a framework to define and measure capacity on different time horizons while identifying the different main stakeholders involved, their interaction and role, using three main drivers. Technological and societal constraints define the available capacity per time unit (hour, day, year). Airline, airport or ATC business models reflect how users try to optimize the available capacity. The main drivers provide insight into the dynamic use of airport capacity; the fact that individual stakeholder decision making could have a major impact on airport capacity and how the available capacity will be incorporated in scheduling, tactical planning and daily operations.

What the audience will learn:

• Highlight the main planning phases per stakeholder, common objectives, most relevant discrepancies and their impact on available capacity
• Describe the benefits of 'simple' and realistic models vs. the consequences of non-realistic 'fancy' models
• Contrast academic vs. practitioners planning on capacity, its definitions and applicability. The runway isn’t always the bottleneck
• Present an innovative capacity definition framework which is applicable to different time horizon planning phases and capturing the inherent stochastic & dynamic nature of capacity
• Exemplify the capacity definition on two case studies: Amsterdam Schiphol Airport and Mexico city airport

Synopsis: Improving access and mobility at an airport is a crucial issue. To meet these challenges, airports leverage a wide range of mobility solutions, including autonomous mobility. After successful first experiments, it is time to establish ambitious roadmaps for autonomous mobility at airport platforms to identify and prioritize the implementation of use cases, whether for the transport of goods or passengers, landside as well as airside, indoors and outdoors. This unprecedented work will help to structure airports' approach to autonomous mobility by offering the emergence of real services that are useful to passengers and airline customers.

What the audience will learn:

• Methodology to build an autonomous mobility roadmap
• Diversity of autonomous mobility scenarios at an airport
• Criteria for selecting priority services

Synopsis: The Office of Biometric Identity Management (OBIM) provides the US Department of Homeland Security and its mission partners with biometric identity services that enable national security and public safety decision making. This presentation will focus on the role of an enterprise-level service provider of biometric identity services, discussing current customers and multimodal capabilities, and looking at the Homeland Advanced Recognition Technology (HART) currently being developed: its role as a biometric identity services provider, support to the mission partners, leveraging current and future technology.

What the audience will learn:

• Overview of DHS biometric identity services
• Developing the Homeland Advanced Recognition Technology (HART) Multimodal Biometric System
• International information sharing
• Privacy and public perception

Synopsis: This panel will review the constraints of increasing border-crossing flows versus the challenges in performance, harmonization and respect for the privacy of biometrics as the main security-passing security credential. This will be in line with first observations from current large continent-level entry-exit programs. Our panel will review the importance of biometrics in streamlining border controls, while acknowledging that its rapid performance improvements do parallel a trend toward more sophisticated attacks against travelers' ID integrity. Delegates are welcome to participate in this collective challenge.

What the audience will learn:

• How is this hide-and-seek ID game going to evolve?
• Will reality ever get close to an ideal world?
• How sustainable are the present models/tokens (documents, processes, inter-agency/organization agreements)?
• Do we have the right focus on the digital/technological push to achieve a harmonized blend of biometrics technologies in a generalized privacy-by-design ID scheme?

Synopsis: Houston Airport System is so focused on 5-star status that its vision statement is built around it: 'Establish Houston as a 5-star global air service gateway where the magic of flight is celebrated'. This presentation will reveal how a singular focus on 5-star status is transforming two Texas airports and taking the team and its collaborators on an innovative journey to customer-centricity.

What the audience will learn:

• What 5-star status entails and why it matters
• How Houston became the first city in the western hemisphere to boast two 4-star airports
• How HAS galvanized its team members and partners around its 5-star aspirations – and your airport can do so too

Synopsis: The presentation will discuss Toronto Pearson Airport’s evolution in transforming vast streams of data into seamlessly flowing information for predictive airport analytics to enhance the passenger experience and the operational efficiencies of the airport. During this evolution, we explore how the airport is preparing for the next generation of technology by leveraging data as a strategic asset to position the airport to meet KPIs and encourage innovation across departments. We also look at how the airport has leveraged blockchain to share and distribute information to further enhance the passenger experience when it comes to tracking baggage.

What the audience will learn:

• How the airport created a unified view of the organization and its data
• Effectively using data for predictive and preventative maintenance
• Data as a facilitator for decisions
• Blockchain: what steps we can take to create a distributed ledger that allows us to work actively with multiple Canadian airports

Synopsis: As stakeholders, airport operators, airlines, and security personnel universally accept the paradigm that their main focus is on the safety and security of travelers without jeopardizing the passenger experience. Passengers are insulated from the behind-the-scenes technological changes that stakeholders need to continuously update as they focus on possible breaches by disgruntled employees, malicious acts (both internal and external), and how to identify and mitigate the changing threat landscape. This presentation will focus on the continuing development of the guidance developed by the RTCA Special Committee 224 in the form of consensus-based recommendations on airport security access control issues.

What the audience will learn:

• Update on the guidance under development by RTCA SC-224
• Advances in biometrics, facial recognition, AI and neural networks
• Credentialing for unescorted access and general aviation
• Video surveillance and privacy concerns
• The changing insider threat landscape, disgruntled employees, and malicious activities

Synopsis: A discussion on airport innovation and retail department collaboration – inspiring retail ideas

What the audience will learn:

• Entrepreneurship and innovation in airport retail
• New business model in airport retail
• Reinventing airport retail - retail innovation case studies
• The future of retail - retail innovation - how to

Synopsis: Heathrow’s third runway expansion is the largest and most complex infrastructure planning application in UK history. Through an innovative approach, Heathrow assembled an integrated design team (IDT) comprising the best architects, engineers and designers with proven experience across infrastructure projects and global aviation hubs, as well as experience in complex and sensitive masterplanning. Find out how the IDT has developed its working model over the last three years to deliver exceptional designs for Heathrow, and how this collaborative model has consistently challenged the seven companies within it to strive for better solutions to highly complex design challenges.

What the audience will learn:

• Why Heathrow chose the integrated design team approach above other models of delivery
• Find out how the ‘best athlete’ approach to tasks creates an atmosphere of healthy competition delivering highly effective outcomes
• Discover how the IDT offers incredible expertise and great diversity of thinking
• How IDT’s Early Career Professionals network is helping to fast-track careers and share lessons learned across Heathrow and its suppliers
• How the IDT leadership team have evolved the model over the last three years

Synopsis: This presentation introduces an innovative airport-funded digital baggage tracking tool, developed with and offered to ground handlers at the airport arrival hall at no charge. Ground handlers' customer service, in person or self-service, can now search online in real time for a specific bag tag to see if, when and where it has been scanned in CPH. The goal is to avoid passengers leaving without their baggage in cases where it is actually present. This year the system has located more than 20,000 bags (32% success rate), causing a significant reduction in mishandled baggage reports, and thereby improving the passenger experience.

What the audience will learn:

• How an airport can help increase customer satisfaction through technology
• How an airport can collaborate with partners to obtain significant mutual benefits
• How to achieve significant reductions in baggage reports through technology

Synopsis: Physical retail stores are transitioning from being primarily a distribution channel for products to becoming a powerful media channel for branded experiences and stories. Airport retail stores are no exception to this transition, as declining spend-per-passenger numbers have been indicating over the past few years. It’s a transition that will change everything, including how retailers generate revenue and how store success is measured. Passengers' brand immersion will become the store’s greatest value driver. Applying a similar calculation to airport stores as we do for online traffic, this places the (concession) value of airport retail space in a whole new light.

What the audience will learn:

• How to measure the value of airport brand experiences
• Why physical airport retail stores are transitioning
• How to generate revenue that compensates for the decline in spend per passenger
• How to attract completely new, currently non-existing store concepts to the airport

Synopsis: The presentation will outline how Heathrow sees the future of travel retail and some of the early thinking around how Heathrow is evolving its successful retail model with retailers and brands to ensure it supports the airport's vision of delivering the best airport service in the world and continues to deliver non-aeronautical income for all stakeholders.

What the audience will learn:

• How Heathrow sees the travel retail landscape today – its risks and opportunities
• Some examples of how Heathrow will evolve its model
• Some of the issues and risks in the evolution of the model

Synopsis: A discussion on airport innovation and retail department collaboration – inspiring retail ideas

What the audience will learn:

• Entrepreneurship and innovation in airport retail
• New business model in airport retail
• Reinventing airport retail - retail innovation case studies
• The future of retail - retail innovation - how to

Synopsis: Most airports pay taxes or business rates to local municipalities or make payments in lieu. Negotiations over these payments can often be described as 'vigorous'. What most airports fail to realize is that their investment in airport infrastructure and in building connectivity capitalizes the value of commercial properties off-airport, even at smaller airports and at a considerable distance from the airport. This value uplift benefits the municipality and should be considered a credit to the airport’s account. At the very least, this uplift allows municipalities to fund additional programs and investments, which should be highlighted in the airport’s economic impact assessments.

What the audience will learn:

• How airports affect commercial property values around them, with examples from Canada and the UK
• How this beneficial uplift manifests itself in increased tax revenues for the host municipality
• How the beneficial uplift occurs at large and small airports

Synopsis: Minneapolis-St Paul International Airport (MSP) is designing a new terminal without relocating. With only a 15ft expansion and a new parking ramp, they are undergoing a US$1bn program renovation and expansion, reinventing the entire facility. During construction, MSP has hosted some of the largest events: the SuperBowl, Final Four and PGA Tournaments, utilizing both the design team and a large volunteer staff to make this project proceed efficiently. The MSP director of airport development and the Michaud Cooley Erickson MEP principal will present the unique collaboration that made this all happen, and will enlighten the audience with best practices learned.

What the audience will learn:

• MSP utilized staff, volunteers and consultants to integrate with passengers, creating the most welcoming and friendly experience during construction
• MSP integrated many unique technologies including blast mitigation, hearing loops, HVAC upgrades and plumbing water savings to execute this project
• During this program, MSP increased passenger flow and optimized vertical circulation to make the passenger experience seamless
• The program created a synergy of services (restrooms, concessions, etc) consolidating and combining the baggage claim and ticket lobby
• Increasing passenger numbers meant increases in parking – MSP built a state-of-the-art parking ramp to help improve the passenger experience

Synopsis: During most of 2019, SEA – Milan Airport’s management company – and its newly appointed top management had a single priority: accomplish extraordinary refurbishments at its city airport (Linate), implying the closure of the airport for three months, while minimizing the negative impact on airlines and passengers. The two main challenges were to finish works at Linate on time and in line with budget while hosting most of its traffic in Malpensa, the bigger airport in the system, during the peak summer period without negative consequences for the level of service. SEA adopted a holistic approach to this disruptive project, leveraging the engagement of its people, strong collaboration with key stakeholders, and clear communication with clients and passengers. A dashboard of project KPIs was put in place to monitor the project's progress and measure its outcome.

What the audience will learn:

• Main challenges and key success factors in managing an extraordinary infrastructural and operational event
• How a highly disruptive event may be transformed into positive outcomes
• Lessons learned by top management that may have a long-term impact on the airport company

Synopsis: Today, it is common knowledge that increased data sharing can help to solve issues alongside the customer travel journey. However, where to start? What is needed to successfully establish data sharing with another party? The presentation will show that starting with the customer perspective is the key approach to identifying win-win use cases. Most importantly, actual use cases will be discussed in which the involved parties managed to set up a successful method of data sharing. Corresponding strategic rationales, challenges and opportunities will be examined from the passenger's as well as the sharing party’s perspective.

What the audience will learn:

• Which pain points from a passenger perspective can be solved through increased cooperation and data sharing (airports, airlines)
• What others have done to solve customer pain points through increased data sharing (use cases)
• What forms of data sharing have worked and what is needed to make it work
• The strategic role of data integration and a respective integration platform within a company’s data inflows and outflows
• Learn from others about the challenges they encountered on the way and how they were addressed (including GDPR)

Synopsis: Air travel and travelers are changing: Dublin Airport has undertaken a major segmentation project to take us forward to 2025 to enable us to prioritize our passenger opportunities. But it’s not that simple: our Irish regulator has capped our passenger charge, so we need a ‘smart’ focus on key commercial opportunities to innovate and grow. Passenger expectations of the travel industry are growing, transforming and disrupting constantly. We introduce our priority segments, key trends and concerns, and what challenges and innovation opportunities Dublin Airport/travel organizations are developing to meet passenger needs, fulfil business demands and deliver on commercial ones.

What the audience will learn:

• Top five travel trends shaping consumer behavior: examples such as data as currency, human encounters, shoppable universe, ‘me me' personalization
• The regulation burden: Dublin Airport’s challenging capacity demands infrastructure development when the regulator is limiting our ability to invest
• Description of our key behavioral segments, demographics, airport needs. Our segmentation use to identify opportunities and focus on PX development
• How we used passenger trends to overlay on segments to maximize innovation and facilitate revenue
• Key examples from Dublin Airport and other top-100 global businesses, illustrating how segment needs are being met

Synopsis: Airports and airlines have (finally) woken up to the importance of customer experience – arguably today’s battleground for every industry. In today’s competitive environments, standing still is akin to moving backward 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 where best to understand best practices for customer experience than the hospitality industry? In this presentation, the speaker will share some of the key elements that elevate the customer experience in the hospitality and luxury retail industries, driving loyalty and ultimately revenues, challenging decision makers in airports and airlines to make the change.

What the audience will learn:

• Customer experience excellence
• Principles of hospitality and best practice in customer experience
• Creativity and innovation in delivering customer experience
• Staff engagement to engage customers
• Service recovery

Synopsis: The presentation will introduce a tool to lower the workload at a gate and make managing a gate easier and more straightforward. The tool has been designed together with airlines and handlers using a very fast and agile approach. It has considerably reduced the workload at a gate.

What the audience will learn:

• Gate management
• Agile development
• Co-designing with business

Synopsis: Running operations on an airport with a single runway when you are used to having a total of three is definitely always a challenge! Orly Airport has experienced huge upgrading works on its runways throughout summer and autumn 2019. These included the demolition and reconstruction of the full pavement structure of the main runway and part of the cross runway, and structural reinforcement of a runway bridge over highway. The upgrade decision was made after several studies and discussions with all partners (airlines, civil aviation, local residents) to achieve a unique and outstanding operation. This presentation will cover the reconstruction project's process steps and strategy.

What the audience will learn:

• All the steps of the process and the challenging operational and environmental context
• The strategy that led to the completion of this project within a critical timeframe of 18 weeks
• How an innovative recycling pavement technique has limited the environmental impact

Synopsis: As the primary outcome of disruptions in daily operations, flight delays and their impact are key concerns for the sector. With the end-to-end passenger process as a crucial contributor to this complexity, the ability to track passengers designated for a particular flight and to continuously evaluate potential disruptions in order to mitigate these early on seems to still be a missing capability. What is needed is a means to increase control in real time and combine recognizing/predicting disruptions early on with the ability to execute mitigation measures in time to avert or minimize the impact as best as possible.

What the audience will learn:

• That A-CDM principle values have significant application potential to more areas including the passenger domain
• What end-to-end process orchetration is and why this is the missing link in the passenger domain
• Why cross-stakeholder orchestration in the passenger domain yields great potential and is within reach of realization
• How disruption management and predictive insights contribute to real-time decision making processess
• Why decision automation is a topic to consider as the next step for the coming year(s) in operational improvements

Synopsis: The presentation will review findings from experts from airlines, airports, regulators, travel agents and disabled associations to analyze the complexity of handling the special category of customers who need assistance at the airport.

What the audience will learn:

• Identifying the issue
• Sharing practical experiences from the stakeholders
• Promoting a culture of collaboration and customer service

Synopsis: Digital identity passenger systems are reshaping and transforming the global travel ecosystem by providing seamless experiences through travel hubs. With single digital identification, passengers are easily recognized by service providers at the departing and arriving airports, thereby eliminating repetitive clearance processes. Ultimately, it will provide a seamless pre-cleared travel experience in nearly every travel scenario. Technologies such as mobile ID, multi-border passenger identification, home-to-home passenger biometric authentication and non-stop, paperless airport clearance are leading this transformation by exploring the full capability and capacity of collaborative stakeholder digital networks for enhanced passenger clearance, flow efficiency, identity security and terminal capacity.

What the audience will learn:

• Establishes industry and government collaboration for a robust and efficient identity management solution across the end-to-end passenger process
• Enables a collaborative solution connecting all points and stakeholders to deliver a secure and seamless home-to-home journey across multiple airports
• Biometric tokens are key to trusted digital identity recognition technology and a collaborative identity management platform supporting a trusted framework among stakeholders
• Sets standards and practices for interoperability harmonization of frameworks, processes, data models and data interchange protocols for aviation and government
• Digital management platforms use a full paperless journey setting new standards of passenger privacy and control of personal data

Synopsis: The evolution of interior design and architecture has recently demonstrated once again how critical it is to think in terms of customer use in order to redefine the overall experience you want to offer to passengers before they fly from an airport. How can we get inspiration from the hotel and hospitality industry to better shape departure lounges? How can we adapt to the new generation's traveling behaviour and expectations? This presentation will focus on several use cases to explain concretely how Paris Aéroport has integrated design and hospitality into its marketing strategy.

What the audience will learn:

• How to manage the shift from traditional departure lounge design to new standards
• The different challenges in managing such a shift
• Benefits from bringing design and hospitality into the world of airports
• How to impact client satisfaction through hospitality strategy
• What Paris Aéroport future boarding lounges will look like

Synopsis: Western Sydney Airport (WSA) is a new greenfield airport in Badgerys Creek in the western district of Sydney. WSA is the only new airport to be constructed in Australia for over a generation and is the largest federal government project under development today. This presentation will showcase how WSA was developed from its inception through to the selection process for the master architect. The audience will learn about the airport's phased growth, and how the design for the terminal is built on sustainable planning principles and modular architecture to create an unmistakable new national gateway to Australia. ZHA and COX were appointed as master architect in late October 2019.

What the audience will learn:

• Airport planning
• Passenger terminal design
• Sustainable design
• Phased development
• Modular expansion

Synopsis: The aviation sector is an important component of global development in every regard. Considering the support the industry provides for tourism, trades, services, marketing and foreign investment, its salience among modes of transportation is apparent. Although the sector ensures socio-economic benefits, its impact on the environment also warrants discussion. The aviation sector has begun to attach importance to green building certification to improve its reputation. Turkey has also acted and obtained a LEED certificate for İzmir Adnan Menderes Airport. Suggestions were developed for Alaçatı Airport in light of the lessons learned from this application.

What the audience will learn:

• To show the design of an airport terminal is an important part of sustainability
• Design can reduce energy needs
• The contribution of the design should not be overlooked when dealing with carbon emissions and noise problems

Synopsis: Digital identity passenger systems are reshaping and transforming the global travel ecosystem by providing seamless experiences through travel hubs. With single digital identification, passengers are easily recognized by service providers at the departing and arriving airports, thereby eliminating repetitive clearance processes. Ultimately, it will provide a seamless pre-cleared travel experience in nearly every travel scenario. Technologies such as mobile ID, multi-border passenger identification, home-to-home passenger biometric authentication and non-stop, paperless airport clearance are leading this transformation by exploring the full capability and capacity of collaborative stakeholder digital networks for enhanced passenger clearance, flow efficiency, identity security and terminal capacity.

What the audience will learn:

• Establishes industry and government collaboration for a robust and efficient identity management solution across the end-to-end passenger process
• Enables a collaborative solution connecting all points and stakeholders to deliver a secure and seamless home-to-home journey across multiple airports
• Biometric tokens are key to trusted digital identity recognition technology and a collaborative identity management platform supporting a trusted framework among stakeholders
• Sets standards and practices for interoperability harmonization of frameworks, processes, data models and data interchange protocols for aviation and government
• Digital management platforms use a full paperless journey setting new standards of passenger privacy and control of personal data

Synopsis: The Port Authority Police Department is tasked with protecting some of the busiest transportation facilities in the world. The Port Authority is the only agency to have suffered four terrorist attacks in the USA: the 1975 TWA bombing at LaGuardia Airport, 1993 WTC Bombing, 9/11 WTC attack and the 2017 Bus Terminal suicide bombing attack. The Department has evolved into one of the world's best counter-terrorism police departments through training and first-of-its-kind technology.

What the audience will learn:

• How the Port Authority Police protect the hundreds of millions of people that traverse Port Authority Facilities annually.
• Protecting the busiest international airport in the USA – JFK
• Protecting three of the top five terrorist-targeted airports in the USA: JFK, LaGuardia and Newark Liberty International Airport

Synopsis: The demand for air travel is growing faster than airports can expand their capacity. It is therefore essential that new, smart solutions be implemented in order to increase the utilization of existing infrastructure. This presentation will highlight how AI technology can work as a catalyst on CDM and AOP frameworks in order to make airports more efficient and safe. The presentation will introduce this line of thinking but also show concrete examples and considerations when using these kinds of solutions in airport environments.

What the audience will learn:

• The potential of AI to close the gap between demand and capacity
• Different scenarios about how airports and airlines can work together to leverage the value of data
• The shortcomings of CDM and AOP that can be fixed with smart technologies
• The potential benefits of AI and computer vision technology with regards to efficiency and safety
• Best practices and lessons learned in using this tech within the industry

Synopsis: We are developing a masterplan for JFK International Airport’s redevelopment. This panel discussion will highlight what makes a world-class airport that goes beyond amenity, and how JFK’s masterplan celebrates the essential qualities of New York City to ensure a memorable passenger journey. Huntley Lawrence will discuss the Port Authority’s ambitions for the airport and how this was developed, Mott will discuss the Port Authority’s ambitions and its integral work on governance, and Grimshaw will offer a perspective on design excellence.

What the audience will learn:

• The specific tools and strategies used to develop best-in-class facilities and operations
• How the study of nearby neighborhoods is shaping the framework
• Specific design solutions that will provide unprecedented benefits to users
• Challenges we faced and solutions
• How multiple stakeholders on a large team can work together to deliver the highest-caliber results based on their individual expertise

Synopsis: The size of the travel industry is set to double by 2035. Travelers' expectations are continuously evolving. Technology has never been a more critical enabler. Collaboration between industry stakeholders will need to increase at a faster and deeper pace than ever to ensure a successful and positive transformation of the end-to-end travel experience and to meet the growth challenge. How does this all come together? IATA has developed a comprehensive vision that integrates all these elements and is working to lead this industry transformation. This presentation will show what's in store!

What the audience will learn:

• Landscape of the industry by 2035 - key drivers
• What the customers' expectations will be
• IATA's vision of the end-to-end passenger journey
• How we can further engage our customers in this challenge
• How we work differently with stakeholders to enable this vision

Synopsis: Through an analysis of airport areas sustainable development goals, we will analyze how emerging transport systems and new mobilities represent new challenges and offer fantastic opportunities that airport managers may seize to support their growth and develop new business.

What the audience will learn:

• Airport areas future mobility and renewable energy panorama
• Next steps toward future airport areas transport planning
• Going beyond future air travel crisis
• What's emerging in cities and airport areas
• Developing airport area mobility and business nodes

Synopsis: Taiwan Taoyuan International Airport (TIA) introduced its ACDM system two years ago. However, it is very difficult to get the actual in-block and off-block time from ground handling. The challenge lies in getting the ground handling team to change their behavior in regard to how they do their daily work. TIA started thinking about how to introduce new IoT technology to obtain the actual in-block and off-block time to further improve the ACDM accuracy without changing ground handling working behaviors. This case study demonstrates the successful design of the new IoT system.

What the audience will learn:

• How IoT technology can be applied to improve an airport's ACDM system
• How to improve the efficiency of managing airside traffic
• How to improve the efficiency of ground handling with IoT technology

Synopsis: As climate change and its effects become increasingly apparent, it is timely to assess its impact on aviation by identifying the climate-induced risks and vulnerabilities to airport infrastructure and operations, and incorporate the identified risks and vulnerabilities into existing airport programs and processes. Adaptive management – a systematic approach to managing uncertainty, promoting flexible decision making as information evolves – offers Changi Airport a means to achieve integration, especially considering climate projection uncertainty, limited available funding and the fact that timeframes for climate-induced risks are projected far into the future (i.e. 2050 to 2100). This will help to ensure Changi Airport’s sustainable growth.

What the audience will learn:

• To learn from each other's successes and challenges
• The various climate risk factors for Changi Airport
• The mitigating measures for the identified climate risk

Synopsis: Environmental sustainability and financial maximization – are the two mutually exclusive when developing the world's best airport? Having worked with senior management/boards of directors at Swedavia, Copenhagen Airport and Aarhus Airport, Ole has time and again experienced that environmental sustainability and financial maximization are seen as mutually exclusive strategic directions for airports. Sustainability is often seen as a nuisance for airport operators. This talk will aim to show how environmental sustainability and financial maximization can be achieved together rather than in conflict.

What the audience will learn:

• How sustainability can help drive financial stability
• Explore some of the misconceptions around sustainability impacting airport profitability
• How sustainability enhances the strategy of an airport to help drive financial performance

Synopsis: Almost 200 airports from 24 European countries have commited to net zero carbon emissions by 2050, as part of an ACI Europe initiative. The importance of net zero carbon emissions by 2050 has the same importance for small, regional or big airports, but the challenges are different. The main challenges for regional airports are political support and public awareness, financing, increased costs, limited power to deal with customers and stakeholders, and competition. Commitment at all levels is mandatory to obtain the expected results. Cluj International Airport, a Romanian regional airport, shares its plan to reach this goal.

What the audience will learn:

• The importance of the net zero commitment for airports
• Challenges for regional airports
• Dealing with customers and stakeholders for agreeing the net zero CO2 commitment
• The role of competition
• Cluj International Airport’s commitment to net zero emissions

Synopsis: Advancements in autonomous technology have the potential to significantly enhance the efficiency and effectiveness of aviation security. However, the aviation community must think about which systems will provide the biggest benefit and how they can be integrated into ongoing operations. This panel will explore ongoing developments in autonomous technology, operational concerns and lessons learned from use cases to provide potential adopters of autonomous technologies with a better understanding of available capabilities and the best way to move forward.

What the audience will learn:

• Autonomous technology overview: system types, mobile versus stationary systems, multi-system deployments and data collection
• The right solution: matching autonomous technology and capability with operational need and environment
• Logistics: adjusting for autonomous vehicles in the operating plan
• Use cases and lessons learned

Synopsis: Employee experience and customer experience are closely linked together and are now two of the driving forces of airport business. When managed together they create a unique competitive advantage and lead to better efficiency and profitability and a more sustainable future. This session will describe the similarity between customer and employee experience and stress the importance of managing them both holistically.

What the audience will learn:

• What is employee experience
• What drives customer satisfaction in an airport
• Employee journey vs customer journey
• The airport customer experience model

Synopsis: The presentation will discuss the methodology of those who contribute to terminal planning and design from the bones of the building to its finished form. It will examine how much of it is planned for the pleasure of the passenger as opposed to the satisfaction of the numerous stakeholders. It will also explain to the audience how to avoid the most common mistakes when planning the retail structure of the airport in order to make the customer experience meaningfully and positively different.

What the audience will learn:

• Why so many terminals are difficult to navigate
• How to plan an intuitive experience for passengers
• How well-defined terminals encourage passengers to arrive early
• How to increase the commercial effectiveness of airports

Synopsis: In 2018, an international airport competition was announced in Yantai, a key gateway business city in the eastern province of Shandong. Five teams comprising of both local and international consultants submitted designs. This presentation will explain the strategic approach the winning team took to develop their concept submission and how this approach provides a good framework for subsequent Chinese aviation projects. Challenging masterplan assumptions, concourse flexibility, stand optimization, risk-mitigated structure and culturally relevant design all contributed to the winning concept. Following the win, the team further enhanced the competition scheme focusing on the client’s key drivers.

What the audience will learn:

• How to identify the main client drivers on Chinese aviation competitions, and use them to strategize concept approaches
• Understanding the Chinese aviation competition process, and applying this practical understanding to the positioning and optimizing of the submission
• The benefits of smart engineering and planning, mitigating construction risk and actively future-proofing for flexibility
• Balancing effective planning and efficient structure with culturally relevant concepts

Synopsis: In recent tests in the USA and elsewhere, high percentages of the undercover test passengers carrying prohibited items, including a variety of weapons, made it through security screening points at major airports. To effectively transform the poor performance of security spaces, the implementation of the latest screening technology and high-quality training for security personnel needs to be matched with the deterrent offered by the successful application of the ‘theater of security design’. In Australian airports we might finally be getting it right, with security spaces that say in every way, "Just try it. You are definitely going to get caught!"

What the audience will learn:

• How the planning and design of the international security spaces at Melbourne airport successfully leverage the ‘theater of security design'
• How specific design elements contribute to a holistic security response
• How high-quality design assists in creating better security staff cohesion, communications and well-being, resulting in improved efficiency in throughput

Synopsis: Melbourne Airport recently acquired the 40-year-old Terminal 1 (T1) from Qantas for AUD$276m. Qantas remains as the operator within this facility and the transition will take 18+ months. This presentation is about sharing how we are working collaboratively and in partnership with our major airline customer, while improving the passenger experience and achieving financial returns.

What the audience will learn:

• Airline and airport relationship criticality
• How to transition responsibilities of terminal building functions while remaining operational
• How to improve the passenger experience with your major customer
• Improved efficiency of asset utilization for both airline and airport benefit
• Investments require financial returns – how to ensure you achieve them collaboratively

Synopsis: A discussion on airport innovation and retail department collaboration – inspiring retail ideas

What the audience will learn:

• Entrepreneurship and innovation in airport retail
• New business model in airport retail
• Reinventing airport retail - retail innovation case studies
• The future of retail - retail innovation - how to

Synopsis: Is airport retail a dying beast? Can the physical world survive in the digital age? Is dwell time worth anything any more? Where do people fit? How do airports optimize the value of their unique characteristics and dynamics to deliver a customer experience that translates into sales?

What the audience will learn:

• Creating a commercial ecosystem – the people, the place, the experience, the technology
• The importance of evolving the airport proposition to best resonate with your traveling public
• Balancing the offer to deliver engagement before, during and after the journey

Synopsis: Airport parking managers must plan for the future in a rapidly changing environment. Airports are predicting unprecedented growth and making significant investments in their infrastructure, funded in large part by a parking revenue stream that is facing increased competitive pressure. To remain competitive, selling parking reservations online has become the new standard. Advancements in technology have also given airports access to an unprecedented amount of data. Learn about the tools they are using to optimize limited or excess demand across parking facilities. Hear about demand-based, dynamic pricing tools and marketing and distribution strategies that make e-commerce success a promising reality.

What the audience will learn:

• Understand data and analytics tools that can be used to optimize capacity and maximize revenue
• Analyze and evaluate opportunities to implement a revenue management strategy
• Compare airport experiences before and after the technology was utilized

Synopsis: Heathrow is severely capacity constrained; therefore, optimizing how the limited capacity within each of the four terminals is used is key. Even minor changes to flight schedules can disturb a previously balanced terminal operation. The presentation will explain how Heathrow prepares to accommodate these changes and ensures it gets the most efficient use of its infrastructure. It will demonstrate how it is still possible to grow despite fully constrained operations.

What the audience will learn:

• How to balance traffic
• How to deal with seasonal schedule changes
• How to optimize terminal allocation
• How to efficiently grow despite capacity constraints
• Understand details about the four-terminal ops at LHR

Synopsis: The fundamentals of airport placemaking have changed. Sure, meeting passengers’ basic needs is still crucial, but today’s travelers expect more. Their dollars demand it. They won’t pay for inauthentic experiences. They crave a taste of the city that lies just beyond landside, a glimpse of what it’s like to be a part of the hometown team. So maybe it’s time we stopped looking at them as passengers and started seeing them as fans. Airports should borrow qualities from the best stadiums and arenas that make them magnetic draws in the first place. Find out how, with two international case studies.

What the audience will learn:

• What can airports learn from the most cherished gathering places in sports when it comes to urban design and activation?
• How do you put underutilized space to work, delighting your customers and giving them a welcome distraction from their worries?
• What are the first steps in auditing an airport’s existing experience and learning more about its customer base?
• How do you de-stress the airport environment and prime your customers to spend on worthwhile experiences?
• How do you customize this new experience: a comparative US/European airport operator perspective

Synopsis: Unlike many assets managers for whom the best strategy is to let their assets reach obsolescence and then demolish/rebuild, the Groupe ADP has chosen to maintain its terminals, even the oldest ones, and bring them back at the level of recent air terminals. This choice, which has limited the need for new investments, has been validated by experience. We have therefore moved to piloting renovations with the 'condition-based renovation' index, which is more economical than a systematic renovation policy and more effective in terms of robustness and reliability than a purely corrective renovation policy.

What the audience will learn:

• An airport resembling an industrial site
• An asset management policy for better alignment within the company
• Implementation of an asset management method for more than 10 years

Synopsis: Urban air mobility (UAM) is a new territory to be explored by the airport industry. The holistic approach of this subject by Groupe ADP allows it to develop projects in the Paris region and abroad by combining a range of expertise in infrastructure, customer experience, air traffic control, and intermodality. The approach consists of developing an ecosystem of partners to transform this vision into reality. This new air mobility system could become a revolutionary mode of transport and a service offering unequaled customer experience and time saving.

What the audience will learn:

• Why urban air mobility can represent a great opportunity for the airport industry
• How airports can take advantage of this new air mobility system
• What the four complementary pillars comprising urban air mobility are
• An example of methodology to make this new mode of transport a reality

Synopsis: Our retail vision for Jewel Changi was to create a unique shopping and dining experience, accessible to all while not restricted by the flying process. The retail/F&B is pre-security and accessible to local Singaporeans and travelers alike. Offering some 280 units, 25% of which are flagship stores or unique to Singapore, it links seamlessly with the on-site hotel and leisure facilities. Airline check-in and lounges are included in the retail layout. Natural light, spacious shopping streets and tiered landscaping all combine to create something truly unique and unlike any other existing airport retail experience.

What the audience will learn:

• Airports can be destinations in their own right
• The future airport is more than just catching a plane
• Landside developments can increase footfall

Synopsis: Airport public areas are susceptible to a myriad of threats from terrorism to public protests to persons in mental health crisis. This presentation will help airport operators, designers, and consultants mitigate the threats to airport public areas.

What the audience will learn:

• Enhancement Measure #1: Conducting a security vulnerability assessment, with an explanation of what that includes
• Enhancement Measure #2: Better infrastructure design and equipment, with an explanation of areas to consider when designing facilities and buying equipment
• Enhancement Measure #3: Communications, with an outline of several areas to improve communication when responding to a public area incident
• Enhancement Measure #4: Policies and Plans, with a discussion of the plans and policies important to ensuring an effective response
• Enhancement Measure #5: Training and Staffing, with a review of critical training and staffing elements to ensure public area incidents are mitigated

Synopsis: This presentation will go beyond the common CE concepts and will use the 10Rs approach outlined by Reike, Vermeulen & Witjes in 2018 (Refuse, Reduce, Resell/Reuse, Repair, Refurbish, Remanufacture, Repurpose/Rethink, Recycle, Recover, Re-mine) as a basis to focus on how airports in developing countries may turn CE concepts and theories into actions, strategies and policies to reposition themselves amid an ever-growing number of passengers, companions, visitors and working personnel, plus the continuous pressure to maximize aviation and commercial revenues, while being 'ecofriendly' and environmentally sustainable in all possible matters.

What the audience will learn:

• Circular economy concepts and theories
• Circular economy actions, strategies and policies: the 10Rs approach
• 'Ecofriendly' airports and environment sustainability
• CE 10Rs for airports in developing countries

Synopsis: The presentation will offer an insight into how Cork Airport uses different social media channels to promote its services, grow its brand and connect with digital travelers as Ireland's best-loved airport. We will share what has worked well and how social media fits into our wider marketing strategy to compete and grow as Ireland's fastest-growing international airport. Learn how business strategy allied to a brand transformation has led to this success, and why passengers love taking off from Cork Airport.

What the audience will learn:

• How you can use different social media channels to promote your services, grow your brand and connect with digital travelers
• Hear what has worked well and how social media fits into your wider marketing strategy
• Learn brand and digital marketing lessons from Ireland's best social media team working for Ireland's fastest-growing airport

Synopsis: The future airport will evolve around elevating the passenger experience and meeting the needs of the next-generation traveler. Address the basics, reduce stress and manage expectations but also provide an opportunity for passengers to interact with the local culture of the city they are traveling to/from even while at the airport. How can alternative design practices such as urban planning, tourism and entertainment, sport and event design re-energize public spaces in response to evolving consumer demand for authentic, engaging travel experiences? What can we learn from industries that bring millions of people together, delivering exciting experiences unique to their communities?

What the audience will learn:

• How to respond to the critical need for innovative new thinking to solve complex problems related to customer experience
• How to organize the chaos and improve passenger experience. How to communicate critical messages and reduce visual clutter
• How to mitigate the typical stress of the airport environment and construction impacts that create negative customer feedback
• How to reimagine underutilized spaces to create positive experiences for customers that serve both as a feature and a distraction
• How applying urban design practices to public spaces can create meaningful connections between people and place while stimulating economic growth

Synopsis: The presentation will provide an overview of how the expansion of Hamad International Airport – one of the world’s fastest-growing hubs – will be planned to provide a seamless, integrated, world-class passenger experience through multi-dimensional lifestyle offerings. It will showcase how HIA will deliver on the promise of ‘airport of the future’ and enhance the passenger journey through world-class art, digital technology, fresh retail and dining concepts, an indoor garden and new leisure attractions, in one expansive terminal. HIA and QDF will work together with brand partners to explore and implement innovative retail concepts at the airport to curate memorable retail experiences for travelers.

What the audience will learn:

• Expansion requirements and approach
• Enhanced customer experience
• More retail options and lounge offerings

Synopsis: Tackling climate change is a task that governments and businesses around the globe are being challenged to address. The aviation sector has been singled out as potentially contributing more to carbon emissions than reducing them, and the onus is on airport owners, operators and designers to work together to achieve sustainability targets – fast. Join airport representatives from Heathrow and Bangalore International as they discuss how sustainable aviation design is possible within a range of scales and localities. Gain insights into how to improve resource efficiency, reduce embodied and operational carbon, and create better health and well-being outcomes for all.

What the audience will learn:

• Gain knowledge from real-world case studies from Heathrow and Bangalore International airports
• How to overcome the main barriers and challenges in sustainable airport design
• Learn about the most effective approaches in design and operations that deliver sustainable outcomes
• Understand key technologies and growing areas of innovation
• Learn about what still needs to be done and who needs to be involved

Synopsis: This presentation will discuss how airports can maximize their potential to become recognized brands. By developing original merchandising and retail spaces and manufacturing local products, airports can enter one of the fastest-growing segments in the travel industry.

What the audience will learn:

• How to brand your airport
• Manufacturing locally
• Social responsibility

Synopsis: Climate change mitigation, air quality improvement and biodiversity preservation are challenges at the forefront of civil society expectations. Given this context, expectations are high for aircraft manufacturers, airlines and airports, among others. Action appears to be a prerequisite to maintain the license-to-grow and even license-to-operate of the sector. In this context, airports can play a significant role toward more sustainable aviation, given their ability to provide solutions that will not only reduce their own impact – by decarbonizing their energy production, for instance – but also help all third parties to limit their impact (airlines, ground handlers, passengers and employees). To accelerate that journey toward sustainability, smart technologies are expected to play a significant role, for instance by facilitating intermodality, leveraging data to turn buildings and energy networks smart, or, in the long run, paving the way to a smart airport city.

What the audience will learn:

• Contribution of airports to climate change mitigation
• Added value of smart airports to further increase the optimization of infrastructure and airport managers' sustainability
• Smart technologies – enablers of an airport's sustainability

Synopsis: What came first, KPIs or Process Models?

What the audience will learn:

• How has the APOC changed your terminal operating models?
• How are you monitoring and reacting to real time KPIs?
• How do you coordinate performance with stakeholders (both in and out of the APOC)?
• Which is better: Centralised or Distributed APOCs?
• What contingencies do you plan for major outages of the APOC facilities/infrastructure

Synopsis: At London Heathrow, we have been transforming our internal planning process from Excel and legacy systems to a cloud-based COTS solution. We are improving the check-in, security and baggage processes and aligning the entire planning process across operations. The selected solution allows us to make updates automatically and in real time based on continuously updated information. We are now able to make better informed operational decisions based on shared, common data. This will allow us to decrease wait times and continue to improve operations and passenger experience as we prepare for the future of airport experience.

What the audience will learn:

• How London Heathrow identified current planning maturity to identify improvement options
• How London Heathrow carried out a procurement process to identify a state-of-the-art operational planning solution
• How London Heathrow implemented the COTS solution in close cooperation with the supplier
• How the future looks for London Heathrow in terms of further improving the operational plans supporting early growth

Synopsis: Connected Operations is new airport operating model for MAG airports. The concept is designed to deliver a seamless guest journey, from booking to back home, and closer integration of landside and airside performance monitoring and management. It is premised around a one-truth operations plan and the seamless delivery of that plan. Having invested heavily in new infrastructure and technology, Connected Operations is our means of maximising the benefits to MAG, our customers and our guests.

What the audience will learn:

• Complexity of operation and the need to break siloed operations
• The need for one version of the truth
• The requirement for reliable, robust data
• The need for automation and predictive analytics
• It's a journey!

Synopsis: Setting up an APOC is one thing; how to move this setup to a truly proactive, collaborative decision-making environment based on data and insights is another. Trust and iteration is the way to grow the maturity of your APOC together with your stakeholders and ensure operational excellence. This presentation outlines a step-by-step program with a three-fold positive impact: true collaborative decision making, transparent data exchange and a focus on performance.

What the audience will learn:

• Continuous improvement in an APOC environment
• The benefits of having progressive evolution
• How change and innovation can steer your APOC to data-drive proactive decision making as the basis for operational excellence

Synopsis: What came first, KPIs or Process Models?

What the audience will learn:

• How has the APOC changed your terminal operating models?
• How are you monitoring and reacting to real time KPIs?
• How do you coordinate performance with stakeholders (both in and out of the APOC)?
• Which is better: Centralised or Distributed APOCs?
• What contingencies do you plan for major outages of the APOC facilities/infrastructure

Synopsis: The new challenge is to plan flexibility. Planning is key for airports to better operate their infrastructure. But, in this ever-changing environment, how can they plan with enough precision while keeping enough flexibility to embrace upcoming and unplanned evolutions? Drawing on Groupe ADP’s experience as an operator and ADP Ingénierie’s international experience with airports all over the world, discover how to better plan and anticipate the upcoming changes and prepare for uncertainty.

What the audience will learn:

• Why changes are accelerating in the air transport industry
• How change impacts the planning of airport development
• How we can adapt our design approach to face this new challenge

Synopsis: The presentation will discuss the development of an effective aerotropolis with innovative and collaborative partnerships between the airport and key business stakeholders of Durban and the region.

What the audience will learn:

• Collaborative partnerships
• Economic benefits
• Challenges and solutions

Synopsis: Adelaide Airport is consistently regarded as an exceptional benchmark for design, operation, and for the experience it creates for passengers and staff. People love visiting and moving through Adelaide Airport, but what are the ‘real’ reasons for this, and what might an evaluation of this airport teach us? This presentation delves into some key topics that explore why Adelaide Airport is a place people love, how this might influence business growth, and how the current transformation will build upon this.

What the audience will learn:

• Find out why people love using Adelaide Airport, and why this is important
• Learn why Adelaide Airport is consistently put forward as a benchmark for terminal design and expansion development
• Learn why Adelaide Airport continues to appeal to its many customers
• Find out how the terminal expansion will transform this benchmark terminal and create better places for people
• Hear about the challenges Adelaide Airport has faced during the development of the terminal expansion project, and the lessons learned

Synopsis: Hartsfield-Jackson Atlanta International Airport, the world’s busiest and most efficient airport, is the first airport in the world to be awarded LEED for Cities and Communities certification. Concurrently, Beijing Daxing International Airport Area became the first aerotropolis in the world to be awarded the same certification. This discussion will explore how this platform has supported the planning efforts and operational decision making at each of these communities; and where the intersection of these data sets can drive positive, people-focused, economic growth to prepare for the rapidly changing landscape of the aviation industry.

What the audience will learn:

• An understanding of the framework of LEED for Cities and Communities within the context of an airport and aerotropolis
• The tools needed to create a roadmap to LEED for Cities and Communities certification within a multifaceted entity
• How to use the platform as a mechanism to develop, support, and capture the successes of sustainability programming and policies

Synopsis: Hartsfield-Jackson Atlanta International Airport (ATL), the world’s busiest and most efficient airport, is the first airport in the world to be awarded LEED for Communities certification. LEED for Communities is a dynamic performance-scoring platform that helps set the framework for broader sustainability strategies that maximize resource efficiencies. This presentation will explore how this platform has supported the planning efforts and operational decision making at ATL; and where the intersection of these data sets can drive positive, people-focused, economic growth to prepare for the rapidly changing landscape of the aviation industry.

What the audience will learn:

• An understanding of the framework of LEED for Communities within the context of an airport
• Participants will have the tools to create a roadmap to LEED for Communities certification within a multifaceted entity
• How to use the platform as a mechanism to develop, support and capture the successes of sustainability programming and policies

Synopsis: This presentation tells the story of MAGO’s evolution from simple, static, turn-up pricing to advanced, dynamic pre-booked pricing, and the subsequent financial and operational benefits. This involves the application of advanced analytics, augmented by machine learning at MAGO's client airports, to present optimal price points that stimulate demand and optimize price where appropriate. The revenue manager's knowledge and experience are overlaid to optimize overall strategy, not only to maximize revenue but also to reduce operational expenditure to increase profit. This unique, combined approach has resulted in significant growth levels across car parking, lounges, fast-track and ancillary products.

What the audience will learn:

• The key role of data, analytics, visualization and insight in supporting a revenue management strategy
• How revenue can still be increased despite declining car park capacity
• The ideal mix of automation and revenue manager interaction
• How this strategy has worked for a MAG-O client airport – a case study
• The importance of a multi-disciplinary approach across booking engine developers, data science, revenue managers and operational teams

Synopsis: The presentation will introduce Clark Airport as a future gateway to the Philippines to serve the development of New Clark City. This project has been driven by the Philippines Bases Conversion Development Agency (BCDA) and is implemented under a hybrid PPP scheme made of an EPC contract on the one hand and an O&M service provider contract on the other. This iconic project is one of the most ambitious in the Philippines, and more generally in the dynamic ASEAN region. The airport will serve a brand-new metropolis, thus providing many opportunities for airport industry stakeholders.

What the audience will learn:

• Brief overview of the airport sector in the Philippines
• An airport project to serve a brand-new metropolis: status and development of Clark Airport and city
• Particularities of a hybrid PPP scheme splitting EPC and O&M (lessons learned, pros and cons)
• Opportunities for the airport industry (manufacturers and service providers)

Synopsis: This informational briefing discusses innovation at TSA, the Innovation Task Force (ITF) mission and vision, and current and future solicitation methods. Attendees will be introduced to TSA as a thought leader in innovation/aviation security, and will leave energized and excited about how the government is facilitating public-private partnerships and how they themselves can transform aviation security.

What the audience will learn:

• The current innovation work and innovation landscape at TSA
• ITF’s mission and vision, and the solution selection and demonstration process
• The culture of innovation at TSA and the agency’s vision for the future
• TSA investment in biometrics
• TSA’s implementation of innovation in the field

Synopsis: In 2016 easyJet started a transformation project at London Gatwick Airport. Within this project the airline moved from a split-terminal operation to a new passenger experience with a 100% self-bag-drop offer for its passengers. Thanks to the automated processes, the stakeholders, airline, airport and passengers benefit from reduced waiting times and high-speed service. To give passengers more comfort, easyJet added functionalities such as Chip and PIN payments and biometrics. The airline is a pioneer in digitization and automation while creating new revenue opportunities. This helps it strengthen its proposition.

What the audience will learn:

• How it’s a win-win for everyone – passengers, airline, airport
• Adding more functionality – Chip and PIN payments, biometrics
• How to automate certain processes
• How to create new revenue opportunities

Synopsis: The presentation will discuss the transformation of Tocumen International airport data into business intelligence to improve and optimize airport processes, under a total airport management concept, allowing better operational management, coordination, control and monitoring of the services provided by the AOCC. The challenge was on managers, operators and airport planners to obtain information in a simplified, orderly and simple way about the status of the KPIs of the airport processes, to allow them to better understand the reality of the airport and, consequently, make the best decisions.

What the audience will learn:

• The digitalization process
• The resulting digital model
• Why airport digitalization is important
• Airports' needs and challenges
• The total airport management framework

Synopsis: What came first, KPIs or Process Models?

What the audience will learn:

• How has the APOC changed your terminal operating models?
• How are you monitoring and reacting to real time KPIs?
• How do you coordinate performance with stakeholders (both in and out of the APOC)?
• Which is better: Centralised or Distributed APOCs?
• What contingencies do you plan for major outages of the APOC facilities/infrastructure

Synopsis: London Heathrow Airport’s expansion program is dependent on the achievement of a number of targets set out in the UK Government’s Airports National Policy Statement. One of these targets is a 25% reduction in colleague car trips by 2030 and a 50% reduction by 2040. At the heart of hitting these targets will be successful employee engagement. Our vision is to create a seismic shift in commuting behavior, eradicating single-occupancy car journeys and encouraging greater use of public transport, by creating a data-led campaign that demystifies, educates and inspires the 76,000 staff working at Heathrow Airport across over 400 organizations.

What the audience will learn:

• How this sits within Heathrow’s broader 2.0 sustainability plan
• Why growth of a major airport is not predicated on more car travel to the airport
• How to change behavior through a focus on the benefits and the positive nature of making a different choice
• The art of giving the right message to the right people in the right way at the right time
• Which above-, through- and below-the-line channels were employed in this successful marcomms campaign

Synopsis: The presentation will take the audience through some key internal initiatives that airports need to have in place in to create the foundation for delivering the WOW factor for its passengers. It will explain how these WOW factor initiatives increase the non–aeronautical revenues of any airport. These initiatives can be tailor made for each airport therefore they don’t have to be expensive - on the contrary in most cases they are revenue generators.

What the audience will learn:

• The importance of staff/community engagement in relation to the passenger experience
• Creating a wow factor by adopting a sense of place
• Benefits of creating a wow at an airport
• The changing expectations of our passengers

Synopsis: The aviation industry and airports have a significant impact on global climate change. Airports have to understand the risks and initiate adaptation measures for both existing and new infrastructure, as well as managing critical operations to become more resilient to the changing climate.

What the audience will learn:

• Potential risks to airports, risk assessment plans
• Methods and survey responses
• Adaptation and resilience activities
• Case study Istanbul New Airport

Synopsis: Sustainability underpins Sydney Airport’s commitment to responsible growth in a changing world. As the global demand for travel grows, so does the focus on sustainable aviation and, increasingly, the role airports play in this transition. As critical infrastructure for our city, state and country, Sydney Airport recognizes sustainability as being key to our future. This presentation explores Sydney Airport’s approach to delivering stronger business and sustainability outcomes through planning and delivery of our built asset, to working with our airport partners in support of their sustainability goals, and to meeting and exceeding growing community expectations.

What the audience will learn:

• Creating commercial and sustainability 'win/wins'
• How a focus on customer and community amenity drives business outcomes
• Delivering environmental dividends through innovation

Synopsis: Airport terminals need to encourage increased dwell and patronage by offering a private members club experience, in the manner of a successful airline lounge, but to everyone. In doing so, revenue will flow. Harry Selfridge said his store shouldn't be seen simply as a shop, but also as a social and cultural center where people could commune, relax, browse and enjoy the experience. We will explore how airports and terminals need to be relevant, customer-centered brands – particularly how airport branding will be more like curating a resort, creating a positive and memorable passenger experience.

What the audience will learn:

• How current social trends are likely to influence terminal design
• Current retail trends
• How airport terminals may change to maintain commercial viability
• Retail lessons from the past and wider sector and how they may influence future design
• Ideas that we are currently exploring for stronger engagement between airport brand and passenger

Synopsis: The airport operations center (APOC) is a collaborative approach to improve performance and build a global picture of airport operations. By sharing information and real-time data with all stakeholders, APOC enhances passenger satisfaction and quality of service from landside to airside. The fluidity of road access, the performance of baggage sorting machines, the quality of ground handling operations and the reliability of technical installations are all subjects that contribute to the punctuality of the airport. The APOC solution brings together in one place experts able to solve problems, implement curfew management solutions and predict future developments.

What the audience will learn:

• Anticipate: how the APOC is proactive in the face of foreseeable disruptions and is never without resources
• Pilot and maneuver: how the APOC and each actor in its perimeter conduct the operations at their level
• Collaborate: so that decisions are made in a collaborative way and collectively assumed by the stakeholders
• Progress: so that crises are experienced and remembered as opportunities to learn and advance operations
• Implementation: the principles as described in the operational concept

Synopsis: As the traditional duty-free-based business model has been increasingly challenged over the years, it has become critical to better understand the lifestyle experience people expect when traveling. How to propose a unique global experience which gives opportunities for a unique journey? How to create value for all the stakeholders from the airport to the passengers? This presentation will look at several use cases across Paris-Charles de Gaulle and Paris-Orly airports where transformation has been or will be operated.

What the audience will learn:

• How to define a unique sense of place
• The different challenges in managing such a shift
• A 360° value creation

Synopsis: The presentation will discuss 'the new food hall' – or how to be inspired by new food trends and transform the dining experience in airports. Over the past few years, Groupe ADP has enriched its commercial development strategy to create a unique dining atmosphere for all passengers departing from Paris airports. The main challenge is to always guarantee the right balance in terms of brands and their diversity, the true storytelling and the unique experience to clients, but also ensure passengers have a glimpse of the Parisian atmosphere but with diversity. From the first successful step of this strategy implemented in Terminal 2F at Paris-Charles de Gaulle Airport two years ago to the next main project planned at Paris-Orly Airport for 2022, ADP is working with operators and brands to create a new vision of F&B across all terminals. This presentation will be an opportunity to discover the three new projects at Paris-CDG and Paris-Orly.

What the audience will learn:

• Ensure diversity in the F&B offering
• Transform the dining journey and experience
• Leverage the food trends and adapt to airport constraints

Synopsis: Is airport retail a dying beast? Can the physical world survive in the digital age? Is dwell time worth anything any more? Where do people fit? How do airports optimize the value of their unique characteristics and dynamics to deliver a customer experience that translates into sales?

What the audience will learn:

• Creating a commercial ecosystem – the people, the place, the experience, the technology
• The importance of evolving the airport proposition to best resonate with your traveling public
• Balancing the offer to deliver engagement before, during and after the journey

Synopsis: Self-boarding gates have been used for about two decades in airports with mixed adoptions around the world. Biometrics integration is helping to make a business case for the deployment of these gates. Other areas of the airport are increasingly being equipped with automated gates: access to the security checkpoint, access to terminal shuttle trains, and access to international departure areas. Technology improvements in terms of unicity detection, reliability and costs make automated gates an appealing solution to improve efficiency and the customer experience.

What the audience will learn:

• A new use case for automated gates in airports – bringing higher efficiency, reduced manpower costs and improved passenger experience
• The high unicity detection of modern e-gates allow them to efficiently handle autonomous operations
• The innovative uses of gates in airports (panel examples)
• Benefits are not limited to boarding gates

Synopsis: When a passenger visits a city for the first time, the arrivals experience at their destination airport is their first experience of that particular airport. How can their arrivals experience influence their return, departing experience, and increase or even decrease dwell time? Are satisfied passengers more likely to be revenue spending on their departing journey? Are there any specific groups of passengers particularly influenced or less satisfied with the arrivals experience at an airport?

What the audience will learn:

• Why arriving passengers are important
• Case studies of airports that provide a great arrivals experience
• Key findings from ASQ Arrivals program
• Can the arriving passenger be surveyed?
• Are there any specific groups of passengers particularly influenced or less satisfied with the arrivals experience at an airport?

Synopsis: Closing Linate Airport for three months was necessary in order to carry out extraordinary maintenance works to flight infrastructures as well as to upgrade the BHS system and refurbish the passenger terminal. A great effort in planning, organizing and logistics management was put in place to transfer the commercial and general aviation air traffic to Malpensa Airport in terms of infrastructure enhancement, transferring staff, vehicles and equipment. A new scenario for managing operations was applied in accordance with the ATC provider and the local authority to handle a +30% in A/C movements in one shot. Closing for three months and having to transfer most of the flights to Malpensa was not only extremely challenging for the Milan airport system but also potentially disruptive for passengers and airlines. The outcome was somewhat surprising.

What the audience will learn:

• Planning, organizing and logistics management method (infrastructure, resources and operations)
• Teamwork, motivation of human resources and stress management
• Profitable cooperation with authorities and institutions for the punctual coordination of operations
• Safety risk assessment and noise increase mitigation procedures
• How a potentially disruptive event may produce positive outcomes

Synopsis: Airports and industry partners are all working towards reducing the aviation carbon footprint. But often, the action taken is not the most effective way forward. This presentation gives insight into the carbon footprint of the entire airport, some approaches to assess it, and sources and responsibilities. It additionally discusses how to single out and address emission sources and offers mitigation options to reduce them.

What the audience will learn:

• The range of emission sources within an airport system
• Methods and tools to assess emission sources
• A relevance-based approach to mitigation

Synopsis: Groupe ADP designs airport cities that generate value for airports and airport areas, in order to offer end users a unique experience, directly linked to the world. Inside new-generation airport cities, employees – just like partners, clients, suppliers and passengers – will be able to meet, exchange, relax, enjoy retail and diversified services meant to offer an unforgettable experience, source of well-being and serenity.

What the audience will learn:

• Airport cities as added-value generators
• Create a unique experience for airport city end users
• Imagine a new range of quality services enabling real exchanges, well-being and serenity for airport city end users

Synopsis: Since the initial launch of the first curb-to-gate biometric experience in Atlanta’s International Concourse F, Delta Air Lines has expanded biometric services at international departure gates in at least 6 airports across the US, with more to come. But building this experience was a complex project that required countless hours of preparation, design and persistence. Exactly how did Delta, in partnership with the Department of Homeland Security and NEC, team up to design and deploy such an innovative experience at some of the country’s busiest airports?

What the audience will learn:

• Why facial recognition is becoming the de facto biometric technology for the aviation customer experience (CX)
• Insights into Delta/NEC’s co-development of biometric technology for use in a passenger terminal environment
• The challenges and barriers to adoption and deployment, and how the group worked together to overcome them
• Results from the past 18 months of deployments and where the program is heading next for Delta

Synopsis: Safety issues are often systemic in nature, yet many interventions focus on a single symptom. This is often due to the complex nature of operational areas, where multiple stakeholders interact around a single function. How do airports create a holistic view of safety? We describe the development of a local safety framework, which creates a common language to coordinate activities. This framework was used to underpin a simple process for capturing feedback on the workforce's feelings – "how safe do you feel on your shift?" We detail our trial of the new proactive measures and processes and our lessons learned.

What the audience will learn:

• Typical operational areas are complex as a result of the interdependencies among various actors (e.g. airport, airline, ground handlers)
• As a consequence of this complexity, safety issues often emerge from a network of smaller factors interacting
• Creating a feedback loop between the various actors in an operational system can produce systemic responses to safety issues
• An effective approach to safety requires a holistic (i.e. systems-based) view

Synopsis: The presentation will show how SEA engages all its people and collaborates with all its stakeholders, both in times of disruptions and contingency in order to face emergency situations (for example, the so-called BRIDGE due to the closure of Linate Airport and the movement of all the traffic to Malpensa Airport from July 27 to October 26, 2019. It will also explain how SEA involves its staff cross-functionally for the deployment and improvement of all the services in the medium and long terms, looking for innovative solutions in line with the best technology.

What the audience will learn:

• Real examples of staff engagement starting from the great motivation, inspiration and communication coming from the top management
• The commitment, passion, endurance, creativity, capability and courage of our staff to transform, renovate and change direction
• We are developing our airports through a holistic approach to deliver excellent services, promoting sustainable initiatives for stakeholders' benefits

Synopsis: The UK CAA has undertaken a wide-ranging review of the accessibility of airlines operating to and from the UK. It has reviewed the accessibility of booking procedures, check-in and boarding processes, and facilities and services on board aircraft. The review has assessed the current level of compliance with applicable legislation, as well as noting best practice. The CAA now plans to develop a framework designed to deliver improvements in airline accessibility. This will complement its airport accessibility framework which has been in place since 2014.

What the audience will learn:

• The CAA's role in terms of enforcing accessibility regulations
• The current levels of accessibility for airlines flying from the UK
• Sharing best practice in terms of accessibility for flights from the UK
• Future CAA work to improve accessibility for passengers

Synopsis: Parking has always been an important commercial revenue source for international airports. However, the car parking business at airports has come under pressure in recent years with the rise not only of digital and technological innovations but also dramatic changes in market dynamics and customer behavior. This presentation will address the main forces, illustrating what airport parking looks like today and explaining how disruptive trends like AVs, EVs and TNCs will shape airport parking in the future.

What the audience will learn:

• How airport parking should look today (best practice of approx. 25 projects)
• How to commercially, digitally and operationally optimize airport parking today and in the future
• How disruptive trends like AVs, EVs and TNCs will shape airport parking in the future

Synopsis: The coronavirus outbreak has had a considerable impact on national and international airports and airlines. In close cooperation with the aviation industry, the goal is to keep the airport running and still fulfill national and international requirements. This presentation will cover risk communications, cooperation between airports, airlines and public health agencies and lessons learned, along with some measures that are being put in place at airports around the world to minimize the risk of the virus spreading.

What the audience will learn:

• Risk communication
• Cooperation with airlines and public health agencies
• Lessons learned

Synopsis: Innovation needs to be more than just a single person in an organization with a job title, rather something that involves and includes the entire organization. Wherever possible, implementation should include a live operating environment - like an airport! It’s not just about having an innovation group; it’s about having an innovation culture: actively stimulating and accepting new ideas and always ready to alter the way “things have always been done".

What the audience will learn:

• How to create a culture of innovation and inclusion
• Collaborating with other departments and industries
• Moving ideas forward from the drawing board

Synopsis: From strategy to operation, this presentation will explain how we are shaping and delivering a future airport that Melbournians can be proud of.

What the audience will learn:

• Connecting strategy to delivery
• Creating the experience Melbournians will be proud of
• Maintaining our sustainable footprint
• Centering the customers in what we do
• Competing where we need to

Synopsis: This past November, ACI World released the publication 'Autonomous Vehicles and Systems at Airports - 2019'. This report, developed by a taskforce of airport experts from the ACI Facilitation and Services Standing Committee, is designed to increase the aviation community’s familiarity with autonomous machines and technologies. In this panel, several members of this taskforce will discuss some of the first attempts at integrating autonomous machines in airports and identify key opportunities and concerns related to this new technology.

What the audience will learn:

• Autonomous vehicles (AV), autonomous equipment, robots and other related systems
• AV trends
• Current applications using autonomous vehicles at airports
• Why airports should consider autonomous vehicles
• Case studies

Synopsis: We will discuss the current state of biometrics in the aviation industry, including opportunities, challenges, privacy concerns and what the early results are telling the industry. Why does biometrics matter to the industry and passengers? How are airlines/airports currently adapting? Early results to quantify ROI and payback? What are the primary barriers to adoption – social (bias/privacy), technical and economic? What is the role of privacy? What are the early results revealing about the technology, human behavior and future opportunities?

What the audience will learn:

• Why does it matter to the industry and its passengers?
• How are airlines/passengers currently adapting?
• What are the early results?
• What are the primary barriers to adoption?
• What does the future hold?

Synopsis: Quality control (QC) at security checkpoints (SC) is vital to ensure that the checkpoint and the security officers are ready for the threat. Covert tests are frequently used for QC. However, performance (i.e. detection, alarm resolution, team coordination) can vary substantially. This talk takes a deeper look at what causes differences in performance, and provides insights on cognitive (e.g. TIP, training) and behavioral aspects (e.g. handling uncertainty) that can potentially interfere with or increase security at the SC. The talk closes with best practices and recommendations on QC.

What the audience will learn:

• How can we make covert tests beneficial for security officers as well as for the airport authority?
• Should training of security officers only focus on cognition (e.g. detection of threats) or also include behavioral aspects?
• How does performance in covert tests correlate with computer training and TIP performance?
• Security officers should be trained to handle uncertainty and unpredictability
• Measuring the security level is not trivial: psychological insights and recommendations for security providers and airport authorities

Synopsis: Heathrow’s third runway expansion is the largest and most complex infrastructure planning application in UK history. Through an innovative approach, Heathrow assembled an integrated design team (IDT) comprising the best architects, engineers and designers with proven experience across infrastructure projects and global aviation hubs, as well as experience in complex and sensitive masterplanning. Find out how the IDT has developed its working model over the last three years to deliver exceptional designs for Heathrow, and how this collaborative model has consistently challenged the seven companies within it to strive for better solutions to highly complex design challenges.

What the audience will learn:

• Why Heathrow chose the integrated design team approach above other models of delivery
• Find out how the ‘best athlete’ approach to tasks creates an atmosphere of healthy competition delivering highly effective outcomes
• Discover how the IDT offers incredible expertise and great diversity of thinking
• How IDT’s Early Career Professionals network is helping to fast-track careers and share lessons learned across Heathrow and its suppliers
• How the IDT leadership team have evolved the model over the last three years

Synopsis: As airport systems and technology have increased in complexity, so has the job of carrying out airport operational readiness (ORAT). Even though ORAT can be complex and daunting, not executing it well puts airports at risk of experiencing opening-day failures. In this session you'll hear from airport executives and operational readiness practitioners about how they have been able to simplify and accelerate the execution of their ORAT programs. Come and learn real takeaways that you can implement right away to better position your airport projects for success.

What the audience will learn:

• How to structure your AOR/ORAT team for success
• How to organize stakeholder working groups for maximum participation and coordination
• How to effectively use technology to plan, execute and monitor your AOR/ORAT program
• How to phase your AOR/ORAT program for maximum benefit
• How to ensure engagement and collaboration from start to finish

Synopsis: Today, the fastest-growing segment in the travel industry is accessibility; by 2050, the number of travelers over the age of 65 will double. Although this creates some challenges that airports need to prioritize, it also opens a unique market of opportunity. In this talk, we will examine what the data is telling us about the shift in passenger needs over the next decade, look at examples from around the world of how airports and governments are working to prepare for this transition, and discuss measurable goals to ensure your airport or airline is on track to accommodate the Silver Tsunami.

What the audience will learn:

• How to set measurable goals to prepare for this shift in passenger needs
• The key areas to focus investments for maximum ROI
• Examples of what airports around the world are doing, what's working and not working
• The severity of the situation facing the travel industry

Synopsis: Like cities and industries, airports are facing huge challenges to decarbonize their activities and become more sustainable. The focus will be on innovative methodologies, new digital tools and optimal investment strategies recently developed and applied to several airports. The presentation will provide four different use cases from Europe and North America with key outcomes and benefits. We will address four sustainability challenges in particular: mobility (air and land sides), energy (clean on-site generation, energy storage, hydrogen, microgrid, PPAs, alternative fuels for aircraft), resiliency (power reliability thanks to energy storage) and circular economy (resources footprint to leverage the circular potential).

What the audience will learn:

• How to optimize and accelerate the transformation to clean mobility
• How to identify the best investment strategy to meet all the energy needs of your airport
• Pathways for energy resilience and climate financing solutions
• How to visualize material flows and select the most effective circular economy projects (Sankey diagrams)

Synopsis: LAX is in the midst of a US$14.3bn Capital Improvement Program, which includes the US$5.5bn Landside Access Modernization Program (LAMP). LAX is utilizing its footprint to modernize the airport, enhance guest experience and improve access. The LAMP will create new front doors to LAX, strengthen ties to the local communities and provide a streamlined connection to public transport. LAX is the fourth busiest airport in the world and the second busiest in the USA, so a program of this size poses unique challenges and is a hotbed of innovation in engineering, construction and delivery mechanisms.

What the audience will learn:

• The journey of LAX to becoming a world-class airport and first-class neighbor
• The holistic approach of LAX to improving guest experience on all levels
• The innovation needed to manage the unique challenges of overlapping multi-billion-dollar programs

Synopsis: The future airport will evolve around elevating the passenger experience and meeting the needs of the next-generation traveler. Address the basics, reduce stress and manage expectations but also provide an opportunity for passengers to interact with the local culture of the city they are traveling to/from even while at the airport. How can alternative design practices such as urban planning, tourism and entertainment, sport and event design re-energize public spaces in response to evolving consumer demand for authentic, engaging travel experiences? What can we learn from industries that bring millions of people together, delivering exciting experiences unique to their communities?

What the audience will learn:

• How to respond to the critical need for innovative new thinking to solve complex problems related to customer experience
• How to organize the chaos and improve passenger experience. How to communicate critical messages and reduce visual clutter
• How to mitigate the typical stress of the airport environment and construction impacts that create negative customer feedback
• How to reimagine underutilized spaces to create positive experiences for customers that serve both as a feature and a distraction
• How applying urban design practices to public spaces can create meaningful connections between people and place while stimulating economic growth

Synopsis: North American airports are increasingly turning to concessions as a way to deliver a strongly differentiated offer to passengers and non-aeronautical revenue. This session takes a look at the shape of the Airport Concessions Disadvantaged Business Enterprises program today. It will also outline the importance of developing collaborative partnerships with concessionaires, local entrepreneurial brands and small businesses, and how that leads to delivering diverse, high-performance programs tailored for each airport’s passenger needs.

What the audience will learn:

• The importance of cultivating lasting, viable partnerships with diverse businesses at your airports
• How to seek out the right partners in design and construction, concession operations, supply chain and related services
• How to build ‘true,’ win-win working relationships

Synopsis: Rio de Janeiro has two major airports: Galeão - Rio de Janeiro International Airport (GIG) and Santos Dumont (SDU). In September 2019, SDU closed its main runway for refurbishment for 30 days and 90% of SDU flights were transferred to GIG, contributing to a 110% increase in domestic traffic overnight. The confirmation of the SDU closure came only 40 days prior and GIG had to rapidly plan several interventions to withstand the additional demand. This presentation will show GIG’s action plan to maximize airport throughput and ensure passenger experience, and the main issues and successes regarding operational performance.

What the audience will learn:

• The main difficulties, challenges and opportunities faced with a sudden increase in demand
• Operational bottlenecks identified, from the simplest (credentials of extra airline employees) to the most difficult (how to improve curbside capacity)
• Temporary interventions conceived and implemented to enhance airport throughput

Synopsis: In 2015-16 Europe endured a rise in terrorist attacks, some of which took advantage of multiple identities made possible by the diversity of immigration and security databases across Europe. Several regulations under the 'interoperability' banner have been devised since then, and now promise to fill the gaps. Borders will be stronger based on more reliable identities and more thorough checks. For that to happen, border crossing will move from a (simple) ID-and-document check to a whole ID registration. Authorization systems (ETIAS and visa) upstream and more automation in airports will reduce the tasks of the border guard. Will this be sufficient?

What the audience will learn:

• Immigration and security challenges the Schengen zone is facing
• How far the seven new European regulations fill the gaps in the knowledge about the traveler's identity
• The big change in the nature of border checks, and their operational impacts

Synopsis: This panel will review the constraints of increasing border-crossing flows versus the challenges in performance, harmonization and respect for the privacy of biometrics as the main security-passing security credential. This will be in line with first observations from current large continent-level entry-exit programs. Our panel will review the importance of biometrics in streamlining border controls, while acknowledging that its rapid performance improvements do parallel a trend toward more sophisticated attacks against travelers' ID integrity. Delegates are welcome to participate in this collective challenge.

What the audience will learn:

• How is this hide-and-seek ID game going to evolve?
• Will reality ever get close to an ideal world?
• How sustainable are the present models/tokens (documents, processes, inter-agency/organization agreements)?
• Do we have the right focus on the digital/technological push to achieve a harmonized blend of biometrics technologies in a generalized privacy-by-design ID scheme?

Synopsis: With the development of an all-new airport in Istanbul came the opportunity to plan and design a state-of-the-art operational campus for Turkish Airlines (THY) comprised of over 50 next-generation support facilities. The campus will total over 650,000m2 (7 million square feet) and set a new standard in airline operational excellence. Our design is not only highly functional, but imparts a unified visual identity that thoughtfully applies the airline’s revamped global brand. Attendees will learn how we incorporated innovative technology and sustainable materials to develop a cohesive design representative of THY’s ambitious growth, corporate rebranding efforts and overall vision.

What the audience will learn:

• How to apply key skills to design complex projects like the seven million square feet, 50-building campus for Turkish Airlines
• Identify and define key elements that are crucial for successful global leadership: management, communication, local-office presence and construction management
• How the use of technology was critical to building consensus among the disciplines involved in the implementation of the campus
• Understand the methodology and approach behind our design in terms of branding, application of sustainable materials and use of technology

Synopsis: This past November, ACI World released the publication 'Autonomous Vehicles and Systems at Airports - 2019'. This report, developed by a taskforce of airport experts from the ACI Facilitation and Services Standing Committee, is designed to increase the aviation community’s familiarity with autonomous machines and technologies. In this panel, several members of this taskforce will discuss some of the first attempts at integrating autonomous machines in airports and identify key opportunities and concerns related to this new technology.

What the audience will learn:

• Autonomous vehicles (AV), autonomous equipment, robots and other related systems
• AV trends
• Current applications using autonomous vehicles at airports
• Why airports should consider autonomous vehicles
• Case studies

Synopsis: Airports help regional economies extend their reach and often face many of the same challenges that local governments do. They have a portfolio of diverse infrastructure that supports a variety of services to customers in a challenging, dynamic environment. Edmonton International Airport has implemented an asset management program that began with the successful implementation of a computerized maintenance management system to better understand the cost of service. The airport has recently also established an asset management strategy and a systematic approach that employs risk, strategic, and service priority for investment planning. The program was nationally recognized at PEMAC’s 2019 annual convention.

What the audience will learn:

• How to implement strategic asset management at an airport that operates in a dynamic economic environment
• How to successfully implement a new computerized maintenance management system and gain buy-in from operational staff
• How to take a systematic approach to capital planning that involves strategic alignment, service priority and risk
• How to embed risk into airport infrastructure planning
• How to strike a balance between seeking expert advice and driving change from within

Synopsis: In today’s rapidly transforming world, business leaders across industry have come to recognize that their continued success depends on their ability to evolve with the times. Until recently, they have focused primarily on effectively leveraging the power of new technologies to improve operations. But airports are increasingly recognizing that they face challenges that go well beyond technology when implementing major programs; they rely on a sophisticated ecosystem of people and systems to deliver a critical service.

What the audience will learn:

• Complexities of phased construction programs
• Systems integration – data analytics and predictability; fault detection to improve operational performance
• The importance of a defined concept of operations to support the development of the basis of design
• Not to underestimate the technical training component (supplier-provided training) – logistics and complexities
• Importance of planning for ORAT – people readiness – training and familiarization and trials

Synopsis: We will discuss the current state of biometrics in the aviation industry, including opportunities, challenges, privacy concerns and what the early results are telling the industry. Why does biometrics matter to the industry and passengers? How are airlines/airports currently adapting? Early results to quantify ROI and payback? What are the primary barriers to adoption – social (bias/privacy), technical and economic? What is the role of privacy? What are the early results revealing about the technology, human behavior and future opportunities?

What the audience will learn:

• Why does it matter to the industry and its passengers?
• How are airlines/passengers currently adapting?
• What are the early results?
• What are the primary barriers to adoption?
• What does the future hold?

Synopsis: This informational briefing discusses innovation at TSA, the Innovation Task Force (ITF) mission and vision, and current and future solicitation methods. Attendees will be introduced to TSA as a thought leader in innovation/aviation security, and will leave energized and excited about how the government is facilitating public-private partnerships and how they themselves can transform aviation security.

What the audience will learn:

• The current innovation work and innovation landscape at TSA
• ITF’s mission and vision, and the solution selection and demonstration process
• The culture of innovation at TSA and the agency’s vision for the future
• TSA investment in biometrics
• TSA’s implementation of innovation in the field

Synopsis: This panel will take a close look at the safety and security risks that UAS pose to airports, and will present attendees with a menu of mitigation options. Top aviation security and operations experts will examine current counter-UAS technology and legal hurdles through the lens of several recent case studies to provide a viable path forward for airport operators.

What the audience will learn:

• Update on recent incidents and emerging threats posed by UAS technology
• Understand the key elements of a comprehensive UAS security and engagement plan
• Brief overview of the state of the art of current counter-UAS technology
• Analysis of the legal and regulatory hurdles and considerations when implementing a UAS security program
• Summary of recent airport-based counter-UAS case studies

Synopsis: The growing focus on sustainability, the ever faster-changing customer behavior driven by a mobile world, and declining inflight sales are forcing airlines to rethink their inflight business models. Travelers today are more demanding in terms of the product offering, the overall inflight experience and how this fits in their customer journey. These days, travelers are looking for the ability to pre-order 60 minutes before the flight departure, home delivery, personalized offers and extensive product catalogs and services. By changing their supply chain, airlines can reduce their CO2 footprint, drive revenues up and improve the customer experience before, during and post-travel, matching the expectations of today's travelers.

What the audience will learn:

• Why inflight retail has to be reinvented or become obsolete – see how Singapore Airlines with AOE changed the business model
• Why travel retail e-commerce is one of the biggest untapped revenue opportunities for airlines
• How to capture a €50bn market of loyalty points to double-spend per pay for an airline
• How airlines can finally use their wealth of customer data for truly personal and seamless shopping experiences
• How luxury shopping is a huge untapped market for airlines

Synopsis: Urban air mobility is an emerging technology anticipated to see rapid growth in the coming decades, providing new connectivity between airports and cities. This panel will explore the topic of integrating UAM services into airports, covering requirements for infrastructure, aircraft and passenger operations and airspace requirements. A key integration aspect will focus on the essential collaboration between the main system partners: aircraft manufacturers, operators, airports and ATC. Taking the experience of the panelists from undertakings in the USA, Australia and Germany, the panel will discuss the approach to making a success of eVTOL operation and integration in the airports.

What the audience will learn:

• How to establish and integrate a quality passenger service and experience
• What are the regulatory challenges?
• Who are the main parties to be involved?
• What are the infrastructure and aircraft handling challenges?
• How can UAM operations be integrated into the airport’s airspace and ATC?

Synopsis: European Commission Implementing Regulation 123/2019 states that "the network shall include airports, airspace structures and interfaces that connect them". With the renewal of its mandate, Eurocontrol is improving network services and ensuring airports play a core network role. Today's network is en-route focused, with managed departure slots complemented by departure planning information generated by airport collaborative decision making (A-CDM) airports. To improve the passenger experience and airline on-time performance, major European airports will be network integrated by synchronizing airport and network operational plans. We present the change of concept to target arrival times, collaborative processes, timeline and operational benefits.

What the audience will learn:

• Future network management
• Full airport integration
• Change management
• Collaborative aspects
• Airports as full network partners

Synopsis: How do you improve an airport so beloved that passengers write poems and songs about it? Hailed as 'America's Best Airport' seven years running, Portland International Airport is increasing capacity by 65% to accommodate 33 million passengers over the next two decades. A series of transformative projects will double the main terminal’s footprint and promise more fun, more food and more flow. Amid this growth, learn how PDX is planning to maintain its uniquely curated local character cherished by passengers and employees alike.

What the audience will learn:

• Understand what it means to design for a distinct regional identity via passenger journey mapping
• Use of daylight, biophilia and sightlines as well as local amenities to create moments of comfort to reduce traveler stress
• How to create an equitable passenger journey for all travelers
• Integration of local, sustainable materials to create a sense of place while also reducing carbon footprint
• Design, engineering and construction considerations to ensure PDX remains fully operational and passenger disruption is minimized

Synopsis: Having nearly completed a $10bn airfield realignment program including four new runways and two reconstructed and lengthened runways in the midst of the world’s busiest airfield, Chicago O’Hare is now focused on the $8.5bn Terminal Area Development Program (TAP). The TAP program will replace Terminal 2 and integrate existing Terminals 1 and 3 into a facility housing two major airline alliances. This presentation will focus the overall strategic direction for the airport, the current terminal works in progress, and the future terminal development plans.

What the audience will learn:

• The previous runway realignment and implementation and how the stage was set for the Terminal Area Development Program
• The strategic direction for terminal development at O’Hare
• The progress of terminal works to date
• Overview of Phase 1 - Near-Term Terminal Development Program O’Hare Global Terminal and Satellites 1 & 2
• Description of the Phase 2 Terminal Development Program

Synopsis: Airports that fail to adapt their commercial strategy to take full advantage of the changing nature of the traveling consumer are not optimizing their commercial opportunity. Non-aeronautical activities will continue to represent a huge revenue opportunity for airports for the foreseeable future. However, to truly optimize the opportunity, airports must focus on delivering a great customer experience to all customer groups. To do this, they need to remain relevant. Airports that fail to adapt their commercial strategy and programs to the changing nature of the traveling consumers and their needs will see customer satisfaction and commercial revenues decline.

What the audience will learn:

• The future of the airport commercial business
• Trends in airport retail
• The changing face of duty free
• Other factors influencing airport commercial program development and performance

Synopsis: Is airport retail a dying beast? Can the physical world survive in the digital age? Is dwell time worth anything any more? Where do people fit? How do airports optimize the value of their unique characteristics and dynamics to deliver a customer experience that translates into sales?

What the audience will learn:

• Creating a commercial ecosystem – the people, the place, the experience, the technology
• The importance of evolving the airport proposition to best resonate with your traveling public
• Balancing the offer to deliver engagement before, during and after the journey

Synopsis: The presentation will provide an overview of how the expansion of Hamad International Airport – one of the world’s fastest-growing hubs – will be planned to provide a seamless, integrated, world-class passenger experience through multi-dimensional lifestyle offerings. It will showcase how HIA will deliver on the promise of ‘airport of the future’ and enhance the passenger journey through world-class art, digital technology, fresh retail and dining concepts, an indoor garden and new leisure attractions, in one expansive terminal. HIA and QDF will work together with brand partners to explore and implement innovative retail concepts at the airport to curate memorable retail experiences for travelers.

What the audience will learn:

• Expansion requirements and approach
• Enhanced customer experience
• More retail options and lounge offerings