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

Rossen Dimitrov, Chief Guest Experience Officer, WestJet Rossen Dimitrov
Chief Guest Experience Officer

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





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.
Thorsten Dirks

Keynote Interview: Thorsten Dirks, CEO Eurowings, Board Member, Lufthansa

Thorsten has a vast amount of experience outside the aviation industry, as former President of Germany’s digital industry association he is bringing a lot of much needed digital experience to the airline sector. He sits down with Guy Johnson to discuss the challenges of restructuring the eurowings brand and the efforts he is making to ensure that digital is at the core of everything the airline does going forward.
Hernán Rincón

Keynote Interview: Hernan Rincon, CEO, Avianca

Avianca’s innovative CEO is a former Microsoft executive, he is leading the airlines transformation by becoming more digitally-orientated rather than just aviation focused. In short Hernan wants to transform Avianca into a “digital company that flies planes”. He chats to Guy Johnson to talk about how they are looking to become more sophisticated, analytics-driven and how they plan to use digital and mobile apps to provide the passenger with a better experience.
József Váradi

Keynote Interview: Jozsef Varadi, CEO, Wizz Air

Wizz Air CEO Jo Varadi has big plans in 2018 and beyond. He talks to us about how one of Europe’s largest LCCs plans to boost capacity and gives his thoughts on the ongoing consolidation in the European market. Find out directly from him on the potential of future expansion into the transatlantic market and understand how Wizz plan to stay very competitive.
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.
Artificial Intelligence. Are you getting the most out of it?
Sergio Sánchez González

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

As legacy distribution becomes unsustainable, how should airlines embrace the travel distribution revolution?
Dee Waddell

Dee Waddell, Global Managing Director, Travel & Transportation, IBM

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

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

Frederik Van Essen, Senior Vice President of Strategy and Business Development, Inmarsat

How can airlines both increase incremental revenue and driver greater NPS?
Azim Barodawala

Azim Barodawala, CEO, Volantio Inc.

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

Henning Horst, Senior Manager, Sales Aeronautical EMEA, SES

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

Susanne Schadler, Global Marketing Manager, NXP Semiconductors

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 loyalty during disruption?
Al Tredinnick

Al Tredinnick, BDM, 15below

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

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

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

Andrew Hurst, CTO, 2e Systems

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
Simon Brown

Simon Brown, Airport Operations IT Leader, Heathrow Airports Limited


Mark Anderson

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

  • Putting people first – only a highly engaged team can create highly engaged customers
  • Truly knowing our customers – the power of personalisation and a ‘single customer view’
  • Why technology and digital innovation is not an end goal in itself, but an enabler, to give customers the ability to serve themselves and people the freedom to deliver a more tailored and valued service
  • Combining deep customer insight with the involvement of our own people; how to ensure a purposeful decision-making process which always has people at its heart 
Joe Leader

Networking lunch in the exhibition hall


Rossen Dimitrov

Case Study: Air Italy's Customer Journey and product transformation

  • Introducing Air Italy's new world 
  • Unique challenges of completely overhauling your business model and brand 
  • Creating a consistent and fully connected on board experience 
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
Piia Karhu

How Finnair is using connectivity and digital technology to deliver a more individualised passenger experience to its guests?

  • How you can use connectivity to enhance the on-board passenger experience and deliver more retailing options?
  • What are the challenges of shifting the industry from being transaction focused to customer focused? 
  • Creating an unspoken bond with your guests by offering a more individual experience 

Afternoon refreshment break and exhibition viewing


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
last published: 25/May/18 14:15

Air Experience, Friday 7 September 2018


Conference doors open

Future Technology, digital revolution, passenger behaviours and distribution

Henry Harteveldt

Chairman’s opening remarks

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 cyber security 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?
  •  What will the next generation of in In-flight connectivity and on-board entertainment services and products look like?
  • Understanding the future of distribution: What will the airline distribution model look like in the next 5 years and what role will Global Distribution Systems play?

Networking refreshment break and exhibition viewing


Santiago Aldana
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  
Catherine Fitzgerald
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: 25/May/18 14:15


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 5-7 September • Exhibition & Seminars 6-7 September

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