Aviation Loyalty


Loyalty, revenue and retention for the world’s airlines and airports


Many airlines have rewritten loyalty rules in recent years to make their rewards more personalised and their programs more profitable. But what is the next generation of airline loyalty programs?

This is what global loyalty leaders will explore at Aviation Loyalty, many airlines struggle to design a loyalty program that delights the modern-day traveller. We will examine different areas of loyalty to understand how the industry can keep up with rapidly changing passenger demands.


Early confirmed speakers

Mark Nasr, VP Loyalty & eCommerce, Air Canada

Mark Nasr
VP Loyalty & eCommerce
Air Canada

Nik Laming, GM Loyalty, Cebu

Nik Laming
 GM Loyalty

Luc Bondar, VP Loyalty, United Airlines

Luc Bondar 
VP Loyalty
United Airlines 

Johana Jäkälä, CMO, Finnair

Johana Jäkälä 
Head of Marketing & Analytics, Velocity Frequent Flyer
Virgin Australia 

Gabi Kool, CEO, PINs

Gabi Kool

Harald Deprosse, Managing Director, Miles and More

Harald Deprosse
 Managing Director
Miles and More

Natalia Nikolaeva, Head of Loyalty, S7 Airlines

Natalia Nikolaeva
Head of Loyalty
S7 Airlines 

Steve Baird, Head of Marketing & Analytics, Velocity Frequent Flyer, Virgin Australia

Steve Baird
Head of Marketing & Analytics, Velocity Frequent Flyer
Virgin Australia 



DAY 1  |  DAY 2  |  DAY 3

Loyalty, Wednesday 5 September 2018


Greg Williams

MEGATRENDS KEYNOTE: When software is eating the world and the aviation industry is facing significant disruption; how do we keep the customer as our central focus?

  • How should airlines be thinking about FAANG companies and new interfaces such as AR, VR and voice technology to give passengers the chance to experience products and services? 
  • Applying artificial intelligence and machine learning at scale to streamline and simplify individual business processes 
  • What can we learn from the Chinese market who are light years ahead of us when it comes to mobile first, seamless and frictionless payment experiences? 
  • How blockchain, IoT and machine learning can potentially offer airlines a much deeper understanding of consumer behaviour along with opportunities to unlock ancillary services?​ 


Jouni Oksanen

Evaluating the opportunities for blockchain in aviation

  • Is there substance behind the buzzword?  

  • Understanding the different use cases for the loyalty industry 

  • Insights into Air Baltic's vision for blockchain 

Ariane Gorin

How better customer experience drives true loyalty

  • Expedia’s new loyalty report shows that diverse product offer and customer experience drives loyalty 

  • Yet, travel brands rely almost exclusively on discounts/promotions 

  • Expedia’s technology solutions help partners offer more value and drive brand loyalty 

Alicia Cabrera

Driving customer experience to the top of the priority list to grow loyal customers

  • As customer expectations rise, hear how Caribbean airlines implemented a successful optimisation plan 

  • Developing a digital relationship with our customers and making sure this encourages loyalty 

  • Understanding the relationship between experiences and loyalty: what does our data tell us? 

Douglas Gaccione

Winning in Travel Loyalty: The Next Generation of Airline Booking & Ecommerce

  • Investigating how airlines can integrate loyalty across multiple business areas 

  • Discussing the importance of simple e-commerce and payment platforms to keep travellers earning and burning loyalty points 

  • The importance of dynamic packaging in controlling the customer’s phone for booking 


Arief Fadilah

Panel Discussion: Understanding your data to create better services for your customers

  • How can Loyalty programs and Airlines really use the wealth of data effectively?
  • Sharing our experiences of creating better customer insights from our loyalty programs
  • Developing a customer centric evidence based strategy  

Networking lunch


Networking Break and Refreshments


Welcome Drinks Reception

last published: 22/Jun/18 17:05

Loyalty, 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.
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.
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
Abhi Chacko

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


Gabi Kool

Out-smart Google and Facebook with a new approach to loyalty

  • Creating customer insights and incentivising behaviour: PINS approach to loyalty  

  • Creating user engagement with gamification and real personalised value 

  • Making sure you aren’t overtaken by the new fish: reimagining challenges to become big opportunities 

Brian Sumers

Panel Discussion: Inspiring Loyalty for the next generation of travellers: shaping loyalty to inspire engagement and natural loyalty

  • How are FFPs evolving and adapting to a new generation of travellers?  

  •  Understanding how airlines can optimise engagement and increase value for members  

  •  Optimising the role of personalisation in loyalty to enhance the holistic customer experience  


Networking lunch in the exhibition hall


Luc Bondar

Focusing on engagement and utility for the customer at United

  • Hear how United are focused on driving customer engagement with a focus on premium personalised services  

  • The relationship between digital & engagement; merging real-time operational data with customer facing functions and building new services  

  • Adding value and monetisation without alienating customers with personalisation, data and innovation

Mike Slone

Learn how to avoid Airline Digital Disorder by using a Customer centric strategy to define the future of travel. Your airline may have A.D.D., if:

  • Your team is using words like blockchain, personalization, big data, AI, NLP, Cloud, API, bot, and IOT, on a daily basis, but have nothing to show for it 

  • You bought generic, out-of-the-box functionality from a large tech provider because other airlines did too 

  • You conducted customer journey mapping exercises or user testing, but then ignored the findings 

  • You spent one year on a site redesign, launched it a year later, and realized it’s outdated  

  • If you or your team suffer from any of these symptoms, you are not alone. Walk away from this talk with not only preventative measures, but proven ideas to disrupt your digital future 

Nik Laming

Driving loyalty in the Philippines with a LCC modelling

  • Developing a Low Cost Frequent Flyer business model: where does our value come from? 

  • Focusing on optimising the relationship between eCommerce and Loyalty at Cebu 

  • Driving banking take up in the Philippines: developing innovative payment solutions that benefit our customer demographics 

Tomas Salfischberger

A revolution in data-driven marketing: Intelligent Orchestration

  • The reality and hype around AI and data-driven marketing 

  • How to fully leverage all your customer data 

  • How to mirror customer behaviour, in real time 

Steve Baird

Developing a smart approach to marketing your loyalty program to increase engagement

  • Understand how Virgin Australia is using creativity and real-time insights to increase engagement with its customers  

  • Sharing how we are using data in surprising ways to delight our customers  

  • Developing the use of our CRM at scale to optimise the relationship with our customers 


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: 22/Jun/18 17:05

Loyalty, 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


Harald Deprosse

Discussing how blockchain will revolutionise the loyalty game

  • Hear Lufthansa’s vision for the future of loyalty 

  • Discussing the opportunities that blockchain will provide 

  • How can we overcome the biggest challenges to this vision? 

Radoslaw Dutkowski

Rewarding instant gratification with new loyalty business models

  • Flynas’ solution to driving loyalty at a low cost carrier 

  • Developing a status loyalty program with paid for status 

  • Making sure that ancillary services directly benefit the customer to encourage growth of program 

Natalia Nikolaeva

Driving growth with Co-Branded products in Russia

  • Creating an exclusive partnership with one of Russia's biggest banks  

  • Sharing the unique benefits of the program which is driving membership growth 

  • Using our channels as the main source of sales based on our core customers 


Networking lunch in the exhibition hall


Close of the festival - See you next year!

last published: 22/Jun/18 17:05


Who Sponsors?

Loyalty platforms and programs

Mobile technology

Loyalty Marketing

Brand Consultants

Professional Advisory

CRM Systems

Data and Analytics

Who Attends?




Commercial Director

Head of Marketing

Head of Loyalty

Head of Social Media

VP Sales and Marketing

VP of Loyalty


For sponsorship and exhibition please contact Martyn McMurray on martyn.mcmurray@terrapinn.com

Mark Your Calendars Now!
Conference 5-7 September • Exhibition & Seminars 6-7 September

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