Day 1: Monday 26th September 2011

Day 1: Monday 26th September 2011 »

Day 2: Tuesday 27 September, 2011 »

last modified: 18 September '11

08.30

Registration and refreshments

08.50

Chairman’s opening remarks

› Alan Peaford,

Editor, Arabian Aerospace, United Kingdom

Airport disruption: becoming smart

09.00

Keynote address. Dubai Airports: looking to next generation smart

Driving innovation, operational excellence and efficiency
Providing the capacity to facilitate growth
Enhancing the airport experience through a customer centric approach

› Chris Garton,

Senior Vice President Operations, Dubai Airports Company, United Arab Emirates

09.30

Keynote address. Being a smart airport: Amsterdam Airport Schiphol

Developing and enhancing the position of Schiphol as a European hub airport
Increasing terminal capacity so as to adequately handle projected traffic volumes
Increase service quality standards to provide passengers with improved overall airport experience

› Maarten de Groof,

Executive Vice President, Schiphol Group, The Netherlands

10.00

Keynote address. Building a smart airport: developing Sabiha Gokcen

Developing and enhancing the position of the airport as a regional hub airport
Effective and efficient use of facilities
Introduce private sector finance, technical know-how and operational improvements
Working towards the Advanced Technology Industrial Park and Airport project

› Mr Gokhan Bugday,

CEO, Istanbul Sabiha Gokcen International Airport, Turkey

10.30

Morning refreshments and networking

10.50

Case study: Narita International Airport

Hands free travel: travel without your luggage from home to the destination airport
Digital signage system
Speech translation system and multiple language information by video phone

› Mr Masakazu Ohira,

Senior Manager Facilities Planning, Corporate Planning Division, Narita International Airport, Japan

11.20

Getting fit for effective operations

Demonstrating viability of investment through a robust business case
Delivering major capital investment programmes
Achieving a seamless transition from construction to operation
Delivering an effective passenger experience

› Paul Willis,

Head of Aviation, EC Harris, United Arab Emirates

Re-architecting the passenger experience

11.40

Panel discussion: Knowing your customer: who are they and what do they want?

Implementing effective customer segmentation tools to differentiate customer needs
Making targeted investments in passenger experience
Selecting the right facilities and partners for your customers
Developing effective customer relationship strategies to minimise passenger stress

› Mr Gordon Dewar,

Chief Executive Officer, Bahrain Airport Company, Bahrain

› Howard Bohan,

Vice President Operations and Customer Experience, Greater Toronto Airport Authority, Canada

› Joyce Carter,

Chief Financial Officer and Chief Strategy Officer, Halifax International Airport, Canada

› Ms Annegret Reinhardt-Lehmann,

Senior Vice President Passenger Experience Management, Fraport AG, Germany

12.20

Using technology to support a comprehensive service level protocol

Leveraging mobile technology and smart phones to reach your customers
Using mobile devices to monitor service levels
Become a virtual service provider offering integrated value propositions
Exploring the increasing role of mobile apps to assist passengers in managing their trips

› Howard Bohan,

Vice President Operations and Customer Experience, Greater Toronto Airport Authority, Canada

12.50

Networking lunch

13.40

The changing role of airports: from infrastructure provider to service company

The role of social media in reaching the wide customer base
Creating communities around your airport brand
Enhancing the customer experience

› Ms Annegret Reinhardt-Lehmann,

Senior Vice President Passenger Experience Management, Fraport AG, Germany

Revolutionising airport infrastructure the smart way

14.10

Panel discussion: Current challenges to smart airport development

Exploring physical and environmental restraints hindering development
Exploring planning and regulatory restraints hindering development
What are the most viable solutions to overcome these hindrances and develop your smart airport?
How to source financial resources for smart airport development?
How to attract the most lucrative investment partners?

› Maarten de Groof,

Executive Vice President, Schiphol Group, The Netherlands

› Chris Garton,

Senior Vice President Operations, Dubai Airports Company, United Arab Emirates

› Server Aydin,

Chief Commercial Offier, Istanbul Sabiha Gokcen International Airport, Turkey

› Chris Doak,

Chief Executive Officer, Hamilton International Airport, New Zealand

› Rodolfo Echeverria,

Chief Finance Officer, Queen Alia International Airport, Jordan

› Dr Waleed Youssef,

Chief Strategy Officer, TAV Airports Holding, Turkey

14.50

Afternoon refreshments

15.20

Speed networking

Innovation and inspiring design for the future

15.50

Technology approaches to make airports smart

New generation passengers and airports
Smart technologies for airports
Changing commercial model of airports

› Abhilash Chacko,

Head of Information and Communication Services, Abu Dhabi Airports Company, United Arab Emirates

16.20

Innovation 101: Examining design spaces at the new Doha International Airport

Developing an innovative design space that also meets customer demands
Creating a stress-free shopping experience
Differentiating from traditional retail spaces: integrating local flair with international brands

› Nick Baker,

President & Chief Executive Officer, Smart Design Group, Canada

16.50