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.

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.

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.

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 The discussion will dive deeply into operational constraints associated with the transition from an outdated system and standalone EDS operation into the new fully automated system.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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

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.

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.

Synopsis: Get the low-down on how MAG-O, 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 MAG-O 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.

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.

Synopsis: This presentation will discuss recent breakthroughs in x-ray screening. We will showcase the results of three pilots at major hub airports, demonstrating how screeners’ analytical capabilities and performance can be maximized by combining human and artificial intelligence in one platform, allowing real-time human-machine interface for faster and more accurate visual recognition. At the trials, screening time was reduced by 80% per image, and the POC demonstrated the potential for networked operator screening to achieve a higher hit rate and lower false alarm. We will present further recruitment and training capabilities and consider the implications of AI-driven automation on processes, infrastructure and labor.

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.

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.

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.

Synopsis: Other panelists to be announced. 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".

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.

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.

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

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.

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?

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'.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

Synopsis: Most airports pay taxes or business rates to local municipalities or make payments in lieu. These amounts are often substantial. What most airports fail to realize is that their investment in infrastructure and connectivity shows up in the value of surrounding commercial properties, giving a beneficial uplift in value for the municipality, which could offset some of the airport's tax liability.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Synopsis: Airports of Thailand PLC is the owner and operator of the six main airports in Thailand, which serve about 150 MAP and are among the leading airports in Asia. The company has used airport sustainability to create value in the airport business. The challenge in moving forward with airport sustainability is to keep the balance between economics and the environment. The presentation will introduce the concept of airport sustainability – which comprises social, environmental and economic factors – as the foundation stone of the airport business. The challenge is to maintain economic growth in light of the uncertain economic conditions worldwide.

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!

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.

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.

Synopsis: Today’s airports are not only facilities for managing passengers and cargo, but also incubators that help wider networks of interrelated activities and businesses thrive. Hong Kong International Airport (HKIA) has embarked on a transformation from a city airport into an airport city, which will integrate the airport with many of its surrounding entities, turning it into something much bigger than just an airport.

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.

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.

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.

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.

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.

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.

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.

Synopsis: Heathrow is severely capacity constrained; therefore, optimizing how its limited capacity 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.

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.

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.

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.

Synopsis: While threats against civil aviation have evolved over the years, the aviation security systems have been improved. More legislation and restrictions have been introduced, resulting in much higher investments in security equipment and technology for airports. Is this the way forward? How should we align with the growing number of passengers in future? What might be the impact on the passenger experience? Are we struggling with a balanced approach? Aviation security in the future: challenges and opportunities.

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.

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.

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.

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.

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?

Synopsis: The presentation will discuss ways to enhance the customer experience through setting retail strategy.

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.

Synopsis: The ability to make effective decisions is crucial for the APOC in today's tumultuous, complex environment. In order for APOC to evaluate alternatives and make informed choices, they must have reliable and timely data upon which to make their decisions.

Synopsis: Denver International Airport is the 20th-busiest airport in the world and the fifth-busiest in the United States. Year after year, DEN continues to break passenger records. As an airport originally built for 50 million passengers, DEN is quickly approaching 81.4 million passengers forecasted in just five short years. As a result, DEN has designed a plan to accommodate the rapid growth. Understand what happens when a top-20 airport evolves by going to market with an ambitious commercial strategy combined with a genuine investment in the passenger experience.

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.

Synopsis: What steps do we take with all the stakeholders to increase operational excellence and enhance the maturity of the APOC? This presentation outlines a step-by-step program with a three-fold positive impact: collaboration, data exchange, decision and performance.

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.

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.

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.

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.

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.

Synopsis: This presentation tells the story of MAG-O’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 MAG-O'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 approached has resulted in significant growth levels across car parking, lounges, fast-track and ancillary products.

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.

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.

Synopsis: Terrorism incidents impacting airports are predictable. The Institute for Economics and Peace now predicts the risk of countries falling into conflict nearly seven years ahead, allowing preventive measures in allocating resources and producing more cost-effective decision making during incidents of civil unrest impacting airports. Airport operators could retool this predictive model and effectively predict where the next large-scale civil airport disruption might occur – meaning better preventive measures could be more cost-effectively planned and executed. This case study proposes a model collaborative airport effort to avoid unnecessary disruption to civil aviation due to civil unrest incidents in the future.

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.

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.

Synopsis: This presentation will explore the principals that Sydney Airport is adopting to deliver stronger business and sustainability outcomes across the asset, aligning with growing community expectations.

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.

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.

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.

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.

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.

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?

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.

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 ITF 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.

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.

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.

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?

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.

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.

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.

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.

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

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.

Synopsis: The presentation 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?

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.

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.

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.

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 ITF 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.

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.

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).

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.

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.

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?

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.

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.

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?

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.

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.

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.

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.

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.

Synopsis: The presentation 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?

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 ITF 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.

Synopsis: Drones are in the air. What do aviation professionals need to know about the threats and opportunities of UAS? This session highlights experts in counter-drone policy and technology.

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.

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.

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.

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.

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.

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.

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.

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.

Synopsis: Emerging new technologies and digitization are changing the way people travel within and between urban environments. A significant amount of greenhouse gas is generated by passengers and staff traveling to and from the airport every day. Passengers will increasingly rely on mobility services rather than using private cars. This is a chance for airports to actively manage landside access and encourage a modal shift toward more sustainable travel options. By implementing new mobility and autonomous driving applications, airports can reduce the carbon footprint of their operations and improve efficiency at the same time.

Synopsis: With hundreds of stakeholders and thousands of employees accountable for ensuring millions of details come together perfectly each day, successful airports know exceptional customer experiences begin with a unified vision. The Port Authority of New York and New Jersey operates some of the busiest airports in North America, including JFK, LaGuardia and Newark. With a complex stakeholder model across four airports and 14 terminals, we have embarked on a strategy to unify the end-to-end customer experience. Driven by a common vision, we are innovating the experience through strategic alliances to reclaim a spot among the best in the world.

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.

Synopsis: We will consider the primary failures in developing an airport city and explore tactics to avoid these mistakes through proactive planning and change management of internal processes and culture at airports. An examination of airport organizational culture in the context of real estate development will provide suggestions for how to create a supportive climate for the sales and property development team at your airport, designed to enable successful development of an airport city.

Synopsis: As demand grows, customer preferences change, and airline models develop, opportunities and challenges constantly arise. Dubai Airports' multi-airport system relies on an agile AOCC to jointly develop innovative ways to enhance service delivery, operational performance and resilience. The company's commitment to working towards a total airport management (TAM) operating model is helping it to adapt and improve the efficiency of its operation and ultimately the experience for its 90m+ passengers.

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.

Synopsis: Drones are in the air. What do aviation professionals need to know about the threats and opportunities of UAS? This session highlights experts in counter-drone policy and technology.

Synopsis: After a brief description of the Brussels Airport specifics, the presenter will focus on a risk analysis of the airport and for which emergencies and business continuity scenarios Brussels Airport is prepared. The presentation will also discuss how to get airport staff and stakeholders educated and trained to deal with a real emergency, and how to establish a robust training program. Finally, a case study of a full-scale emergency exercise will be presented, showing real footage, lessons learned and dos and don’ts.

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.

Synopsis: Munich Airport interviewed passengers about their consumption behavior at airports. One of the central questions was to determine what prevents passengers from consuming duty-free during their dwell time. Selected insights, implications and possible business opportunities will be shared and discussed.

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.

Synopsis: This talk investigates the concrete steps that we need to take to decarbonize the aviation industry. It focuses on three key topics: how to build better aircraft, how to build better airports and how to build better airport areas. In so doing, it provides a comprehensive overview of the opportunities to drive sustainability through innovations in technology, design and behavior. It also discusses the regulatory and financial barriers that need to be overcome. Finally, it illuminates how airports and airlines can educate the public, engage policymakers and innovate their business models to achieve the goal of decarbonization.

Synopsis: Pittsburgh International Airport has engaged a world-class design team to incorporate the region’s best assets (nature, technology, community) into the design and construction of a new US$1.1bn terminal and multi-modal complex set to open in 2023. The airport is collaborating with local vendors, small businesses, disadvantaged business enterprises, artists and stakeholders to create a facility that truly reflects and embodies the community. The airport has established program advisory groups and incorporated principles of universal design and operational readiness into all program phases to ensure that the new Pittsburgh International will be an unforgettable destination for 10 million annual travelers.

Synopsis: The Airport UX simulation project (A-UX) is a fully interactive, multi-player desktop and virtual reality system that can be adapted to any airport. A-UX is designed to support people with disabilities and special needs, allowing them to manage their anxiety levels through simulating the processes of using the airport prior to travel. A-UX also provides a training tool for airport staff to empathize with travelers with special needs. Staff experience the facilities they manage through the eyes of people with a variety of disabilities or special needs, improving the passenger journey experience and efficiencies in throughput.

Synopsis: In the face of its biggest capacity challenges in its 100 year history one airport has reinvented and refocused its operations, making it customer-centric and ahead of the game. Learning from other industries, Schiphol has transformed its operations from a traditional setup to a new way of working, and has learned a lot. This includes how to prepare for ever-changing circumstances and how to respond better and faster to them, and how to involve customers and make them part of improvements. Additionally, Schiphol has learned important lessons in change management. The presentation will share Schiphol's experiences.

Synopsis: Frankfurt Airport's terminal innovation team is constantly looking for new ways to streamline processes or to create new services for passengers. One example is the ongoing proof of concept of an autonomous robot that will guide passengers to their gates and at the same time carry their hand baggage. The smart and highly attention-grabbing vehicle has already proved its skills and is now in a phase of fine-tuning.

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.

Synopsis: The Future of Airports is a research initiative of the Airport Think Tank of ENAC Alumni. The project involved a diverse taskforce of over 20 aviation thought leaders. This panel, along with the research team, explored various prospective topics on the long-term future of the airport industry. They considered the future trends and potential disruptive changes, the emerging transformational innovations, their impact on practices and challenges for air transportation, and the needs in research, education and policies for anticipating and facilitating these changes.

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.

Synopsis: Today’s commercial service airports are experiencing unprecedented growth and passenger activity levels. Airport real estate comes at a premium cost, if it is available at all. At Los Angeles International Airport Terminal 1, Southwest Airlines has partnered with LAWA to modify and renovate their existing facilities to address increased passenger levels while providing an authentic LA experience – within the existing Terminal 1 footprint. This panel will share lessons learned from this multi-year project, with a focus on how impacts to ongoing operations and passenger experience were managed, while resolving facility capacity and passenger amenity needs.

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.

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.

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.

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.

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.

Synopsis: Other panelists to be announced. 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".

Synopsis: Retail operations is among the fastest-growing revenue sources at airports. Therefore it needs to be managed carefully. We will discuss innovative approaches we have been employing at Gatwick Airport for this task. Obtaining a detailed understanding of the way passengers shop inside terminals is a key component of our approach. Using technology to quantify behavioral characteristics of passengers and to segment passengers by their behavior makes your infrastructure intelligent and gives the airport operator and your concessionaires actionable insight to help grow your non-aero revenue.

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?

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.

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.

Synopsis: By collaborating with airlines, retailers, brands and technology providers, BUD helped drive incremental sales for all players. This serves as a blueprint for growing ancillary income for all, as opposed to competing with each other for the passengers' wallets.

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

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.

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.

Synopsis: Due to global, European and Norwegian threat assessments, Avinor has done some work on insider threat. Based on the threat picture, we made an airport-specific assessment identifying the risk of insider threat at our airports. We have arranged workshops together with the police, the police secret service, national security agency and representatives from all 43 airports. Together, we have identified vulnerabilities and addressed measures to mitigate the risk.

Synopsis: Join the presentation as we share lessons learned from the development of a groundbreaking site-wide sustainable and innovative thermal strategy at Heathrow. The project is part of Heathrow’s Expansion Project, to enable Heathrow to meet its zero-carbon 2050 target. The strategy sets out Heathrow’s heating and cooling journey to zero carbon in 2050, and uses highly efficient and environmentally friendly heat pumps to simultaneously provide heating and cooling, inter-seasonal thermal storage to increase efficiency, reduce water consumption and rationalize equipment sizes and local water sources for additional thermal extraction.

Synopsis: The presentation will offer a technological but humanized perspective on how airports can respond spatially to the demands of an aging population and in particular to passengers with dementia. It will explore beyond how education can change perception and training can influence conduct, to how the built environment can provide an inclusive design solution. This will lead to increased accessibility and confidence for independent air travel in an otherwise challenging environment. The session will conclude with an architectural design study, exploring how people-centered design can solve tangible problems, creating a modular sensory space that responds to the needs of inherent flexibility while recognizing that space is at a premium in airports today.

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.

Synopsis: The presentation will detail the operational status of Incheon International Airport's operation systems, specifically the conversion of the large-scale information linkage system at the 3rd stage of the airport's construction project.

Synopsis: Groupe ADP, as an airport operator, has deployed more than 1,000 video cameras covering the apron area over the last few decades. In a context where technologies based on AI are emerging and maturing, the use of cameras can be enhanced to a higher level. Meeting all the conditions, ADP has taken the opportunity to combine AI and video cameras to improve the turnaround process with the objectives of automating turnaround milestones detection, improving safety, enhancing predictability, and increasing performance. The presentation will offer an overview of the proof of concept ongoing in Groupe ADP.

Synopsis: Since its opening in 1978, Narita Airport has evolved not only as an airport, but also as one of the best commercial spaces in Japan. Narita Airport has been focusing on expanding its sales by introducing popular brand stores and restaurants, and aims to strengthen the retailing strategy even further. The presentation will discuss the rising revenues at Narita Airport, the newly opened stores and the future vision of the commercial space.

Synopsis: This session will focus on integrating asset management with terminal design standards using Seattle Airport as an example. Seattle Airport has recently developed an innovative strategy document that brands design vision, articulates clear design guidelines and establishes design standards for terminal development. An asset management program is now being developed by the airport to integrate with and complement the standards. Creative terminal aesthetics alone are not enough for maintaining ongoing terminal performance, optimizing costs or even winning prestigious recognition like SKYTRAX awards. This session will show how to integrate design brand with asset management best practices.

Synopsis: No two disasters are the same, and their condition changes every moment. That’s why we have to prepare and be ready for any crisis situation. We will explain the recent case where we were able to carry out a better airport operation by examining the problems arising from the previous disaster response experience and taking countermeasures. Due to the impact of Typhoon Faxai in September 2019, a large number of passengers were stranded at the airport. This presentation will share Narita Airport’s countermeasures for Typhoon Hagibis, which landed in Japan just a month after Typhoon Faxai.

Synopsis: At Narita Airport, the number of passengers has increased in recent years due to rising demand for visits to Japan. This trend is expected to continue, but expansion of terminal facilities is difficult to achieve in the short term. Therefore, Narita Airport is promoting fast travel to optimize the use of its existing facilities. It is proceeding with the introduction of boarding procedures (OneID) using biometric authentication technology. The presenter will outline the initiatives and issues such as privacy measures that have been encountered along the way.

Synopsis: Terminal 3 is the dedicated LCC terminal at Narita Airport, which opened in 2015 with a capacity of 7.5 million passengers a year. Steady growth in LCC in Japan caused severe congestion in T3. We decided to expand the terminal to double the capacity and enhance the passenger experience. First, we segregated the departure and arrival flows by extending the terminal to have an arrival lobby. The access walkway from Terminal 2 will be replaced by a wider and safer corridor and the distance between these two terminals will be reduced. Passenger experience will be dramatically improved by introducing a hold baggage screening system, self-bag-drop equipment and smart security.

Synopsis: There has been a huge focus on digitizing the customer journey: booking, airport and onboard experiences. This has changed the way airlines interact with passengers, but what about the parts of our operation customers don’t see? Technology breakthroughs such as drones, robotics, autonomous vehicles and AI are changing how people and technology interact in society and industry, but airport baggage, ramp and logistics have remained largely unchanged for years, providing a great opportunity for automation and innovation. The presenter will talk about how emerging technologies can be applied, revolutionizing the way airports, airlines and ground handlers operate in the future.

Synopsis: The presentation will involve an outline of daa’s sustainability strategy and progress to date against key targets. It will include a discussion of some areas where there may be tension between the implementation of sustainability initiatives and other key business objectives. Measures to address this can include developing a focused communications plan to familiarize different business units with the areas where sustainability has direct relevance for, and impact on, their activities. Other priorities may arise and undermine efforts to successfully implement such initiatives, and the organization has to adapt to ensure that sustainability remains an organizational priority. Ensuring targets are 'owned' by the business units rather than by the 'sustainability department' is important in order to embed the principles of sustainability for the longer term.

Synopsis: Digital technology and Innovation have the potential to transform air travel. The airport business, which until now has been a predominantly bricks-and-mortar business, is now looking at digital intervention in all aspects of operations, maintenance, commercial and the passenger journey. Creating an API ecosystem and a shared economy. Data-driven insights have the potential to make the journey of the air traveler more meaningful and memorable. Efficiencies can be enhanced in passenger processing using a biometric boarding system and other technologies for smart security. Airside operations and airport asset management (fixed and mobile) can be transformed with the use of IoT devices and analytics.

Synopsis: Our organization is large state-owned African airport management operator, with three international and six domestic airports in Africa and stakes in Asia and South America. The organization was faced with a decrease in total revenue, which introduced pressure to strengthen non-aeronautical revenue (NAR). In response to this challenge, the entity embarked on a transformation journey to define and implement a refined operating model that would underpin and enhance NAR ambitions for a six-year horizon while executing revenue-generating initiatives in parallel. This presentation outlines the journey and key lessons learned in the context of a unique African environment.