Airport passenger traffic has been growing at an average rate of 4.5% during the last decade (from 2007 to 2017) despite a series of macroeconomic shocks and adverse geopolitical events. Considering robust traffic growth, many airports are near, at, or even exceeding their design capacities, causing congestion, higher costs, lower levels of service and frustrated demand. Existing airport infrastructure cannot handle expected growth. This is what the industry refers to as capacity crunch. This session will explore how airport operators will address the infrastructure in order to continue accommodating traffic in the most effective way possible, by looking at financing of additional airport capacity, pricing mechanisms for scarce infrastructure and optimization in the allocation of slots.
Moderator: James Cole, Head of Aviation Transactions and Forecasting, Mott MacDonald - Accepted
Emmanuel Menanteau, Co-CEO, Kansai Airports Elena Mayoral, Managing Director of AS Madrid-Barajas Airport, AENA Aeropuertos S.A. Martin Eurnekian, CEO, Aeropuertos Argentina 2000 and Chair, ACI World
Major developments are underway in the fields of commercial space transport (FL600 plus), urban air mobility and drones (below FL10). In addition, the long-heralded revival of supersonics, operating up to FL600, may be on the verge of realization in the next decade. This session will introduce speakers in leading positions to discuss these new developments.
Everyday, customers live different types of experiences, delivered by different kinds of companies such as banks, online stores, coffee shops, and more. All these interactions shape their overall expectations and their definition of an outstanding experience. Customers have come to expect higher levels of service and a better experience from airports based on their interactions with other service-led industries.
Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase their satisfaction, loyalty and advocacy. This session will emphasise how airports are managing the rise of customers’ expectations with the collaboration of all their stakeholders and will present case studies from airports participating in ACI’s Airport Customer Experience Accreditation pilot.
Speakers: Chapman Fong, General Manager, Terminal 1, Airport Authority Hong Kong
NEXTT (new experience travel technologies) is a vision for the future of air travel. NEXTT addresses growing capacity issues; the need to maximise the use of infrastructure and become more efficient in processes. Off airport processes, advanced technologies such as robotics and biometrics, and data sharing between all stakeholders are key components. This panel explores future ideas as well as solutions already being tested and implemented and looks at how they will shape the face of air travel.
Speakers: Brian Cobb, Chief Innovation Officer, Cincinnati / Northern Kentucky International Airport
Technology, when deployed effectively, is instrumental in breaking down the silos which often frustrate customers. The proliferation of airline, airport, store, restaurant and other mobile Apps presents challenges to passengers’ travel journey, as they are constantly bombarded with notifications pushed to their mobile devices. Companies must find new, seamless ways to connect with passengers and cut through the noise. This is where new technologies come in. Passengers could plan their trip and filter relevant information, from online check-in, baggage tracking and lounge access to restaurant promos, reservations and shop discounts, through their preferred channel. Potentially, they can choose one platform, be it a social media site, an airport website, or an airline App, through which all stakeholders could communicate directly with them. This session will showcase how a single portal can bring about a significant change
The security landscape continues to change with new threats emerging, putting additional pressures on regulators, security staff and manufacturers. This session will look at innovative approaches to security, leveraging robust and agile screening solutions that could address current and future aviation threats.
Speakers: Simon Wilcox, Programme Manager – Automation, Heathrow Airport Limited Daniel Goh, Assistant President, NUCTECH