Passenger Experience Partner
APEX (Airline Passenger Experience Association)


Innovation in passenger experience technology for the world’s airlines


AirXperience is all about how airlines can improve the passenger experience at every touch point. Themes include passenger engagement, self-service, personalised passenger experiences, mobile technology, passenger communications and so much more.

With Heads of Experience attending from some of the world’s most interesting and forward thinking airlines and airports this event presents a fantastic opportunity to put your solution front of mind.


PaxEx & IFEC Advisory Board

Joe Leader, CEO, APEX Joe Leader

Avi Golan, CDO of Air New Zealand Avi Golan
Chief Data Officer
Air New Zealand

Paulo Miranda, Chief Experience Officer, Gol Airlines Paulo Miranda
Chief Experience Officer
Gol Airlines

Jon Norris, Senior Director, Corporate Sales & Marketing, Panasonic Avionic Jon Norris
Senior Director, Corporate Sales & Marketing
Panasonic Avionic

Calum Laming, Chief Customer Officer, Vueling Calum Laming
Chief Customer Officer

Piia Karhu, SVP Customer Experience, Finnair Piia Karhu
SVP Customer Experience

Daniel Kerzner, VP Customer Experience, Virgin Atlantic Daniel Kerzner,
VP Customer Experience
Virgin Atlantic


DAY 1  |  DAY 2

IFEC, Thursday 6 September 2018




Panel discussion

Join us to explore the future of start-up engagement and investment in the industry with leading investors and airlines

  • Who are the latest successes of corporate start-up engagements in our industry?
  • What should airlines tech focus on for the future of their business?
  • How can airlines and other aerospace companies work with start-ups? should everyone invest? should everyone have innovation teams?
  • How to stay ahead of the pack?
  • What are the biggest barriers of innovation today for our industry?
  • Is competition conducive to innovation in our industry?
  • What is the power of partnerships and co-investments in the start-up ecosystem?


Johan Lundgren

Keynote Interview: Johan Lundgren, CEO, easyJet

New easyJet CEO Johan Lundgren joins us to talk about easyJet worldwide and look at how one of Europe’s largest airlines is using innovative solutions to expands their reach into all segments. He will also be exploring the evolution of the LCC business model in Europe and discussing the current competition and consolidation in the market.
Robin Hayes

Keynote Interview: Robin Hayes, President and CEO, JetBlue

Robin sits down with Guy Johnson to discuss the future prospect of JetBlue’s European expansion. They will also examine the consolidation in the US market and look at how much further it can go? Guy will also ask him about their beloved brand and how they continue to inspire customers and their staff to drive a better experience. Also find out more about how they’re launching corporate technology ventures to stay ahead of the curve.
Panel discussion

Keynote CEO Panel: Following their interviews, our keynote speakers will join a panel discussion, where they will debate some of the biggest challenges facing the industry

  • How can the aviation industry cope with the rapid changes that digital technology brings and how are airline CEOs prioritising digital and mobile only tools and applications?
  • What is the next step for the consolidation in the European market, are low cost carriers still the core innovators in a dramatically changing industry?
  • Passenger connectivity is continually growing, how can we use this to best serve our customers and deliver a more seamless end-to-end experience?
  • What impact will low-cost long-haul travel have on the future of global competition and will we see new feeder partnerships develop?
  • What does the next generation travel experience look like?
Dee Waddell

Innovation Keynote: Know Your Innovation ABCs: AI, Blockchain, Cloud

  • How are these technologies advancing the airline industry in a tangible way?
  • What successes do they drive?
  • What's next for their impact in the coming months?

Networking refreshment break in the exhibition hall

round tables

Technology & Strategy Roundtables

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 30 minutes, there is one rotation, so participants can join two tables during the session.
Airline Holidays – just another ancillary product tick-in the box, or a longer-term strategic play to drive more direct business?
Jon French

Jon French, Business Development Director, Global Airline Solutions, Hotelbeds Group

Are airlines keeping up with the Uber, Netflix, Amazon’s of the world? Join us to discuss what it means to create a truly single view of the customer to create loyalty and unlock value.
Spencer Wilcox

Spencer Wilcox, Strategic Value Consultant, Domo

Artificial Intelligence. Are you getting the most out of it?
Sergio Sánchez González

Sergio Sánchez González, Industry Business Development Associate (EMEA TTL), Salesforce

Big Data, Machine Learning, and Artificial Intelligence – are these just buzz words or will they empower to the next generation of retailing?
Pramod Jain

Pramod Jain, Vice President of Marketing and Solutions Management, Sabre

CX is the new black! How to create better customer experience and monetise service products by focusing on users and their needs?
Ville Osterlund

Ville Osterlund, SVP Customer Insight, Digitalist Group And Network

Empowering the passenger with customer - centric strategy
Jan Richards

Jan Richards, Head of Insights And Planning At Dublin Airport Authority, Dublin Airport

EU261 Best Practices: What are the best strategies to handle delayed passengers and cancelled flights and is there a right way to respond to EU261?
Oliver Bradburne

Oliver Bradburne, Account handler, Aerospace, JLT Specialty Limited

From complaints to compliments and better cost control, is IROPS logistics automation the answer?
Viktoriya Soubra

Viktoriya Soubra, Commercial Manager, Travelliance Global

How can airlines be confident that inflight connectivity will deliver a positive return?
Frederik Van Essen

Frederik Van Essen, SVP, Market and Business Development, Inmarsat Aviation

How can airlines both increase incremental revenue and driver greater NPS?
Fenn Bailey

Fenn Bailey, Chief Technology Officer, Volantio Inc.

How can IFC deliver on truly cloud-scaled user experiences?
Henning Horst

Henning Horst, Senior Manager, Sales Aeronautical EMEA, SES Networks

How can we transform the IoT buzzword into a genuine revenue booster for airlines and airports?
Ralf Kodritsch

Ralf Kodritsch, Director Segment Manager RAIN RFID Solutions, NXP Semiconductors

How do we secure our data in fast changing IT-Architectures?
Thorsten Deutrich

Thorsten Deutrich, Vice President of Sales, GlobalDots

How the Industrial Internet can help you drive greater asset productivity and improve flight efficiency?
Adam Ward

Adam Ward, Director, Digital Sales Europe, GE Aviation

How to build a world class airline through digital innovation
Martin Ward

Martin Ward, Senior Director of Customer Experience (CX) software business, Oracle

How to build loyalty during disruption?
Al Tredinnick

Al Tredinnick, BDM, 15below

Invasion of the Account Snatchers: How can airlines keep loyalty programs safe in the age of data breaches
Kevin Lee

Kevin Lee, Trust & Safety Architect, Sift Science

Modernising your airline: What would your RM world look like without Fare Families and RBD’s?
Alexander Mans

Alexander Mans, Co-Founder & Chief Technology Officer, FLYR

Next gen retail: Data driven insights to drive increases in ancilliary sales.
Rob Ranieri

Rob Ranieri, VP and Partner, Global Industry Offering Leader, Travel & Transportation, IBM

Now that nearly half (43%) of all available seat miles (ASM) worldwide offer at least a chance of Wi-Fi what are the connectivity requirements and best practices that the industry should be offering airlines and their passengers?
Jon Norris

Jon Norris, Senior Director - Marketing, Panasonic Avionics

Offer transformation - what it is really? It's time to stop tinkering with legacy processes and embrace the wholesale transformation of the airline offer. But what does offer transformation mean and what are the real-world applications?
Jim Davidson

Jim Davidson, President and Chief Executive Officer, Farelogix

Offers, Merchandising, Orders - How to play nice together and win?
Andrew Hurst

Andrew Hurst, CTO, 2e Systems

Partnering around biometrics and other technology to enhance the passenger experience beyond the airport
Shrinking the world – how airlines can make sure fraud doesn’t hinder international expansion
Gabrielle Kobrin

Gabrielle Kobrin, Airline Fraud Specialist, Riskified

What’s the next big innovation in ancillary merchandising?
Mark Brown

Mark Brown, Vice President Sales & Client Accounts EMEA, Fusion

Why Heathrow and Gatwick are joining forces to create a blockchain for operational excellence
Abhi Chacko

Abhi Chacko, Head Of I.T.Commercial And Innovation, Gatwick Airport


Mark Anderson

Virgin Atlantic Keynote: From knowing customers to truly understanding their needs, the future of customer experience still has people at its heart

  • Customer segmentation of one – really knowing our customers, the power of personalisation and a 'single customer view’
  • Combining deep customer insight with the involvement of our people, how to ensure a purposeful decision making process which always has people at its heart
  • Why technology and digital innovation are not end goals in themselves but enablers, giving customers the ability to serve themselves and people the freedom to deliver more tailored and valued service
Panel discussion

CONNECTIVITY PANEL DISCUSSION: Taking in-flight entertainment to the next level - What are the next steps in commercialising connectivity and driving better passenger experiences?

  • How close are we to offering an entertainment experience which is better than anything available on the ground?
  • Has the right business case been proven for various airline models and are we close to seeing a return on investment?
  • As BYOD becomes more prominent will there be more focus on content over equipment?
  • What is the future of on board immersive technology such as AR & VR?

Networking lunch in the exhibition hall


Joe Leader

The New Golden Age of Air Travel Arriving Now

  • What is going to REALLY be on the future aircraft?
  • When will today's technology, AI, and connectivity intertwine in the air?
  • How can airlines accelerate adoption of new passenger technologies while enhancing their bottom line?
Jan-Peter Gaense

Digitalization in air travel

  • How can the aircraft become a part of the digital journey
  • Key technology needed to achieve this
  • The role of connectivity and Inflight entertainment platforms
Jimmy Martinez Von Korff

The fusion of Inflight digital services with connectivity

  • Benefits of the fusion between IFE with connectivity: new services and new revenues;
  • Controlled platforms: What are controlled platforms and where should be used;
  • Strategy: When and how to adopt.
Jordan Wattimena

KLM Case study: Applying augmented reality to the end to end passenger journey

  • Pursuing meaningful applications for AR and identify customer touchpoints where AR technology can improve the passenger experience
  • Gamifying the travel experience – Using gamification to engage with your customers and also help deliver useful information
  • Future applications for AR including navigation, baggage, education and translation

Afternoon refreshment break and exhibition viewing


Michael Pichler

Is data all you need to innovate? A real story.

  • The role of data and technology in innovation
  • Staying relevant through personalisation
  • From touch points to journeys


Panel discussion

Dragons Den

We have partnered with some of the best airline innovation hubs and accelerators from around the world to solve the everyday problems that the aviation industry faces.Some of the very best organisations that have emerged from our research will give a 3-minute pitch on stage to you the audience and to or carefully selected judging panel of some of the industry’s most informed executives.Join us to see how we as an industry can innovate through collaborating with start-ups to meet the needs of our passengers

Evening at the Arsenal Stadium

An offsite evening drinks reception will be held on Thursday 6th September. Sponsored by CarTrawler.Located just 10 minutes from the conference venue is one of the world’s most breath-taking sporting arenas. Join us for a unique social and networking evening for Global Aviation Festival delegates to relax and take in the amazing views and hospitality that the Arsenal Emirates stadium has to offer.We will be hosting a brief drinks reception in the venue before delegates will be escorted to the venue by bus. Please note the evening will be running until 11PM.
last published: 06/Sep/18 06:58

Air Experience, Friday 7 September 2018


Conference doors open

Avi Golan

Building an international innovation network to fuel emerging travel tech

Changes are coming to the travel industry. Around the globe, entrepreneurs are working on disruptive solutions to fix inefficiencies and address pain points within the existing infrastructure. Air New Zealand and JetBlue Technology Ventures – the venture capital arm of JetBlue Airways – are working together to build an internationally recognized technology innovation ecosystem that will seek out, partner and implement these emerging solutions and technologies in the travel sector. This session will explore the potential commercial and customer impact of this ecosystem and partnership as well as opportunities for new aviation and startup partners to get involved.

Future Technology, digital revolution, passenger behaviours and distribution

Sir Tim Clark

Industry game changer Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim sits down with Henry Harteveldt to discuss:
  • How is the airline industry adapting to rapidly changing passenger behaviours and what kind of technological decisions should we be making to stay ahead of the curve?
  • Embracing the revolution and understanding the next wave of big changes – Windowless planes, AI, biometrics, blockchain and hyper personalisation
  • The future of global distribution systems: How Emirates plans to remove digital intermediaries and take control of its offering
Linda Jojo

How United’s technological innovations exemplify the convergence of man and machine, the path to autonomous mobility and global connectivity.

  • Autonomous trends among the aviation landscape in particular – and how technology, innovation and data are transforming both customer service and key hub economies.
  • The tools and applications that are shifting the airline industry as employees and customers gain greater control of the travel experience, especially within a connected world.
  • How the right technology can help companies connect people and provide the best possible customer experience.
Campbell Wilson

Keynote presentation: Marrying service with digital leadership

  • Equipping the world’s most awarded airline for the digital age
  • Understanding the importance of balancing technology, people and mindset
  • What have been the key challenges, successes and learnings?
Panel discussion

What will be the key digital disruptions in the next 5 years and how will blockchain, AI, Machines Learning, data, Wi-Fi and intelligent retailing help shape the future of the industry?

  • What are the key potential touchpoints for artificial intelligence and how much of a priority will AI applications be for the airline industry by 2019?
  • Will blockchain live up to the hype and be the panacea for data exchange that the airline industry desperately needs?
  • Intelligent retailers – How can airlines start to become smarter with their offers and use digital to differentiate products and services?
  • What will the next generation of in In-flight connectivity and on-board entertainment services and products look like?
  • How can airlines effectively transition into digital companies that fly planes?
Panel discussion

Networking refreshment break and exhibition viewing


Andres Waldraff
Air Experience

The new model of the relationship with your customer – Creating an agile consistent and personalised customer experience?

  • How you can provide a whole ecosystem of services throughout the total customer journey by opening up your platform to developers and industry players through APIs?
  • Rethinking your airlines customer experience and changing the workforce mindset to help develop a real digital culture that is more agile, collaborative, data driven customer centred, empowered and innovative
  • How you can offer enhanced personalisation through artificial intelligence in areas such as disruption management, customer service and commercial optimisation?
Avi Golan
Air Experience

Case Study: How Air New Zealand are reimagining travel through digital experiences?

  • Using personalisation backed up with artificial intelligence to enhance the experience
  • Embracing the power of chatbots, voice technology and natural language throughout the end to end passenger journey
  • What is the future potential for AI and the challenges ahead for airlines to master digital technology?
Kilian Ulm
Air Experience

Handling mass disruption and generating ancillary revenue through location-based AI

  • How can you use smart travel assistants to reduce friction and create a more seamless travel experience through personalisation?
  • Understanding location and behaviour based customer insights and how you can use them beyond just route network?
  • Using artificial intelligence to deliver contextual moments by predicting the customers behaviour and delivering the right offer at the right moment to the right person
Shahar Markovitch
Air Experience

Using digital technology to take the anxiety out of travel and deliver insights driven by customer demand

  • Thinking beyond data insights – How we can generate more value through context?
  • Digital effectiveness – delivering personalisation and real-time passenger information at the right time in the right place
  • Digital competitiveness – Giving your airline a competitive edge by being agile and reducing time to market
Neasa Bannon
Air Experience

Winning in a mobile data driven age

The consumer path to purchase in travel is not linear. In a mobile-centric, data driven world, creating brand differentiation and putting the right message to the right traveler at the right time is key to driving optimum ROI for Airlines.
  • Mobile disruption presents opportunity for brand differentiation and best consumer experience
  • Shifting to the retail mindset to maximize profitability
  • Understanding personalization in a data driven airline world
Konsta Hansson
Air Experience

Building holistic digital services for aviation

  • How can digital services help airlines become more customer centric?
  • What is holistic service creation and how will it help you?
  • How to utilise quick iterations for continuous learning?

Networking lunch in the exhibition hall


Close of the festival - See you next year!

last published: 06/Sep/18 06:58


Who Sponsors?

Apps and content providers

Branding and marketing Services

Check-in and baggage systems

Connectivity providers

Content, apps and interfaces

CRM and loyalty

In-flight entertainment & communication

In-store media signage


Digital signage and kiosks

Loyalty consultants

Mobile technology

Passenger communications

Who Attends?


Chief Marketing Officer

Chief Customer Officer

Vice President Product Management

Head of Marketing

Head of Passenger Experience

Head of Ground Handling

Head of Customer Service

Head of Innovation

Product Development

Head of Passenger Services

Head of IFE

Head of Sales


For sponsorship and exhibition please contact Martyn McMurray on



Comtrade Digital Services



iCoupon Global







Mark Your Calendars Now!
Conference 4 - 6  September 2019 


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