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

Dr. Fang Liu, Secretary General, ICAO

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

Speakers:
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

15th ACI Asia-Pacific Regional Assembly, Conference & Exhibition Handover:

• Yoshiyuki Yamaya, Representative Director and Chief Executive Officer, Kansai Airports
• Emmanuel Menanteau, Co-CEO, Kansai Airports and Director, Asia, Vinci Airports

Moderator: Greg Fordham, Managing Director, Airbiz

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

Dr. Amy Zalman, CEO, Prescient

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

Speakers:
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

Closing remarks:
Patti Chau, Regional Director, ACI Asia-Pacific
Angela Gittens, Director General, ACI World

ACI World 2020 handover:
Martin Eurnekian, Chair, ACI World, President, Aeropuertos Argentina 2000 and CEO, Corporación América Airports
Fred Lam, Chief Executive Officer, Airport Authority Hong Kong

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