Lee Seow Hiang, President, ACI Asia-Pacific, and Chief Executive Officer, Changi Airport Group Fred Lam, Chief Executive Officer, Airport Authority Hong Kong Martin Eurnekian, Chair, ACI World, President, Aeropuertos Argentina 2000 and CEO, Corporación América Airports
Address by the Honourable Mrs Carrie Lam, the Chief Executive of the Hong Kong Special Administrative Region
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
Sheikh Aimen bin Ahmed Al Hosni, CEO, Oman Airports Management Company Dick Benschop, President and Chief Executive Officer, Royal Schiphol Group Martin Eurnekian, President, Aeropuertos Argentina 2000, CEO, Corporación América Airports and Chair, ACI World
Deborah Flint, CEO, Los Angeles World Airports
Rupert Hogg, CEO, Cathay Pacific Airways Limited Elena Mayoral, Managing Director of AS Madrid-Barajas Airport, AENA Aeropuertos S.A. Emmanuel Menanteau, Co-CEO, Kansai Airports and Director, Asia, Vinci Airports
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.
Moderator: Andrew Charlton, Managing Director, Aviation Advocacy
Speakers: Vincent Loubière, Director of City Integration and Infrastructure, Airbus Urban Air Mobility
Dorothy Reimold, Director of Strategic Operations, Commercial Space Transportation, Federal Aviation Administration Joe Wilding, Co-founder and Chief Technology Officer, Boom Supersonic
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.
Moderator: Mei Mei Song, Brand Director, Plaza Premium Group
Speakers: Muna Al Ghanim, Head Airport Service Quality, Abu Dhabi International Airport
Carlos Criado, Business Development Director, Corporacion Quiport Claire Donnellan, Service Strategy and Customer Experience, Sydney Airport Karen W. Ellis, Chief Customer Experience Officer, San Antonio International Airport Chapman Fong, General Manager, Terminal 1, Airport Authority Hong Kong
Speakers: Dick Benschop, President and Chief Executive Officer, Royal Schiphol Group Fred Lam, Chief Executive Officer, Airport Authority Hong Kong Bongiwe Mbomvu, Chief Executive Officer, Airports Company South Africa Candace McGraw, Chief Executive Officer, Cincinnati/Northern Kentucky International Airport Badr Mohammed Al-Meer, Chief Operating Officer, Hamad International Airport
The future starts now: A transformative approach to creating the airport of the future
International business conditions are on the cusp of radical change and it’s clear that the future will not look like the past. However, no one knows exactly what it will look like when technologies such as blockchain, cryptocurrencies and robots, meet macro-changes in demographics, geopolitics and the climate. Dr. Zalman will share how thinking like a futurist can help business leaders plan in uncertain and complex conditions.
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.
Moderator: Anson Bailey, Head of Technology, Hong Kong, KPMG China
Brian Cobb, Chief Innovation Officer, Cincinnati / Northern Kentucky International Airport Steve Hankinson, Vice President Planning and Innovation, Vancouver International Airport Steve Lee, Chief Information Officer/Group SVP, Changi Airport Group Alan Newbold, Director Advanced Digital Engineering, ARUP
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
Interviewer: Antoine Rostworowski, Deputy Director General, Programmes and Services, ACI World Interviewee: Lucy Werner, Industry Leader, Hong Kong, Google
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.
Moderator: Nathalie Herbelles, Head, Security & Facilitation, ACI World
Speakers: Emma Boulby, Executive General Manager, Airport Operations, Adelaide Airport Limited Daniel Goh, Assistant President, NUCTECH Ben Smith, Group Manager, Strategic Development, Aviation Security Service Simon Wilcox, Programme Manager – Automation, Heathrow Airport Limited