Air Retail, Tuesday 21 February 2017

OPENING KEYNOTE PLENARY SESSION

08:50

Organiser’s opening remarks

08:55

Chairperson's opening remarks

Mauro .Oretti
09:00

Keynote Interviews

Join us for a series of exclusive interviews, where leaders of major airlines outline what it takes to succeed, and how they are planning to keep succeeding as the industry continues to ‘fly’ forward. Find out their thoughts on what the major game changers will be, how they are continuing to innovate their business models to remain competitive and their plans for the future of their airline.
 
09:00-09:20: Interview 1
09:20-09:40: Interview 2
09:40-10:00: Interview 3
Panel discussion
10:00

Aviation Leaders Panel: Asia Pacific aviation outlook ​

Asia Pacific remains a standout growth market for the aviation industry. Following their in-depth interviews,  these leaders come together to  debate some of the major challenges facing the sector, including:

  • How to keep revenues ahead of costs where a lot of the costs are outside of your control?
  • To hedge or not to hedge: In a low oil price environment, how important is hedging to profitability?
  • Customers want to pay a sensible price but still have growing expectations. How can the industry cope with the best-in-class expectations, while seeking sustainable profitability?
  • What will unlock growth for the industry?
  • What are the major trends that will drive aviation in the future?
10:30

Exhibition Visit, Networking & Refreshments

DEFINING YOUR RETAIL STRATEGY

Suren Gunatillake
Air Retail
11:30

Airlines and how to become better retailers

  • What it means for a traditional FSC to become a retailer
  • An FSC’s possible journey 
  • The human challenges – people, policy and mindset
  • The technical challenges – technology and platforms
  • Steps to take on the path to becoming a retailer
Panel discussion
Air Retail
11:50

Panel: Thinking like a retailer

  • Developing a merchandising strategy that brings together five critical elements – customer journey, technique, channel, service, and price
  • What is the best time to consider offers for additional services?
  • Understanding different merchandising techniques: What works, what doesn’t? How to combine different techniques for maximum impact
  • How to effectively employ the mobile channel
  • How to use personalisation to drive sales
  • Changing mind-set: Radical ideas to move up the value chain towards brand and experience-driven travel services
12:50

Networking Lunch & Exhibition Visit

DIGITAL RETAIL & ANCILLARY

Mr Jaron Millner
Air Retail
14:10

Digital dialogue: Driving sales through constant interactions

Increasing digital sophistication is another key strategy for airlines to further improve customer interaction and increase sales.
  • The challenges of active engagement: Your customers generally do not care about you. So, if you want to have a 'dialogue' with them, what exactly is the content of this dialogue? 
  • Choices can become overwhelming. How make it easier for customers? How to develop and implement engaging content to optimise conversion rates?
  • Creating a single customer view: How can we hold data together, synthesise and build it around our customers?
  • Case study of Finnair app and inflight connectivity that transforms to an onboard e-commerce platform 
  • What’s the future of digital retailing: What will make customers willing to pay?
Pascal Bélanger
Air Retail
14:30

Improving digital retail: How airlines and airports can collaborate

Airlines and airports need to work together to leverage data assets and embrace technological improvements, if they want to increase their ancillary revenues and keep up with the customer’s demand on a seamless travel experience. The word “silos” has come up too often in discussions on managing airline and airport data exchange. It’s been difficult, but it’s doable, given the advanced technology today and innovative retail models we’ve seen in other industries. 
  • Why are airlines and airports missing an opportunity to increase sales and boost revenues? Why do we fail to adopt to customers’ shopping expectations?
  • How to adjust airport and in-flight shopping opportunities to mobile and self-service platforms to boost sales?
  • What are the ideas to enhance the collaboration between airports and airlines?
Matthias Koch
Air Retail
14:50

Cross-sell your way to profit: How airlines can successfully work with 3rd party ancillaries

  • Business model: How airlines can use 3rd party ancillary services to drive new revenues 
  • Choosing the right partners to match your brand personalities, and enhance customer experience
  • The back-end challenge: Implementation is complex when your IT system is not agile. How to overcome it? 
Air Retail
15:10

Combined Q&A session

Join us to ask questions on what the speakers have presented. Essentially, let’s hear their further thoughts and voice your opinions on why though airlines are becoming retailers, many are not doing a good job of it. What are we missing here?
15:30

Exhibition Visit, Networking & Refreshments

ROUNDTABLE DISCUSSION SESSION

Now’s your chance to get really interactive! Simply pick one of our roundtable topics and join the debate. Numbers will be limited at each table, to ensure everybody gets their chance to participate in the discussion.
round tables
16:10

Best practice in sourcing talent

The aviation industry is unique as it requires a great variety of talent to operate – cabin crew, pilots, engineers, marketeers, network planners, revenue managers, social media managers and more. That creates challenges in recruitment. Join us to discuss best practices in talent selection, development methodologies, latest online recruitment systems and assessment tools, and improvements in the quality of recruitment practices.
round tables
16:10

Chinese travel boom and how to profit from it

China is the game changing market in aviation. How should we plan ahead on partnerships, market development and customer strategies to clamour for a piece of the Chinese travel boom?
round tables
16:10

Distribution turning point: Who will win the battle for distribution share?

The speed of technology development has resulted in the constant splintering of distribution platforms. With mobile platforms poised to overtake traditional B2C websites what will the response from GDS and other channels be? What are the next developments that will complement the fast-adoption technology and how can airlines anticipate and prepare?
16:10

Ground handling at busy airports: Ensuring smooth arrivals & departures

Airport operations are complex. An orchestra of activities are carried out within a confined area, around expensive airplanes, in a short period of time. Airlines, airports and ground service providers need to come together to identify the gap in collaboration, where their practices are not meeting the standards and how to further streamline the passenger experience.
16:10

How should airlines manage and scale their disruption communications in the digital (and social) age?

With passenger numbers set to double over the next 20 years, so will the scale of disruption airlines have to manage. With growing customer expectations and an ever-increasing number of communication channels, the pressure is growing for airlines to have a robust disruption communications strategy, and a first-class customer service. How can a multi-channel approach help maximise engagement? Where does ‘social’ fit in and how should it be used? How can technology be used to break down operational and customer service silos, and to what extent can automation be used to help airlines manage disruption at scale?
16:10

Improving digital retail: How airlines and airports can collaborate

Airlines and airports need to work together to leverage data assets and embrace technological improvements, if they want to increase their ancillary revenues and keep up with the customer’s demand on a seamless travel experience. The word “silos” has come up too often in discussions on managing airline and airport data exchange. It’s been difficult, but it’s doable, given the advanced technology today and innovative retail models we’ve seen in other industries. 
round tables
16:10

India: Traffic up, losses down, how to continue the positive momentum?

India’s airlines have seen a significant improvement in their financial performance over the past year. However, carriers will need to remain alert to potential downward pressure on yields as a result of expected rapid capacity increases.
round tables
16:10

Personalisation & mobile services: Identifying and resolving pain points in executing mobile projects

As the industry is becoming increasingly competitive, airlines want to improve customer services, making travel easier and more interactive through mobile technologies. This puts pressure on the IT department as executing a mobile project requires a multidimensional framework: where to start, how to start, what works, what doesn’t and why? Join us for a discussion and hear case studies from Delta, an airline that is actively deploying mobile technologies.
16:10

Please don’t leave! How to retain your best talent

Failing to retain key employees is costly to the bottom line, especially when the aviation industry is short of skilled workforce and we need experienced leaders amidst increased competition. How to provide a positive employee experience? What are the unconventional ways of retaining talents?
16:10

Pre-order meals: New trends & concepts

Dining in the economy cabin is getting more exciting as almost every airline has jumped on the bandwagon to have a pre-order meal offers. This roundtable will look at what's happening in Asia and highlight some 'special service' concept meals (e.g. Airlines are in collaboration with brands or have specific themes.)
round tables
16:10

Protect your profits: Bottom-line effective disruption management

The airline industry has turned into a sharks’ pool. Survive or perish. New ways of attracting revenue has to be invented. Direct contact to the customer bypassing any middle man is of the essence. However, maintaining customer loyalty becomes more and more difficult. In this intricate balance, operations can do a lot to retain competitiveness. Handling irregularities in an excellent way addresses a cost position of up to 5% of the gross revenue of an airline. Learn and discuss with us how operations control is an integral part of the corporate value chain to boost your airline’s bottom line.
 
round tables
16:10

Rethinking the customer experience: Meeting and exceeding the demands of your passengers

With a lot of disruptive innovations from mobile to digital that are affecting traveller behaviours, we need to identify capability gaps, so we can catch up with customer demands and find ways to fill them. One might even say that we need to redefine our entire role within the customer journey itself.
16:10

The future of airline partnerships: Codeshare pacts or global clubs?

While some advocates for the three global clubs, others opt for a patchwork system of partnerships (e.g. codeshare, interline agreements, joint ventures and equity stakes), adding their interests now extend beyond the alliance ties. Join us to understand the changing partnership strategies
16:10

Unlocking total customer value - Are airlines missing the point of loyalty?

Many programmes focus on rewarding the best customer the "Fat Head" of customers. But should loyalty in the future be democratised to unlock the long tail of loyalty? How can airlines extend customer engagement principles beyond FFP? We will look at how you can unlock value from your most engaged members through advocacy with compelling data from the Ogilvy Millward Brown Loyalty Index showing the impact of social engagement particularly within the Asian Market.  With mid and lower tier spenders how can loyalty programmes be best leveraged to deliver a more personalised engaging experience to drive value? Beyond the programme, real loyalty is created through positive and negative experiences in travel. How can digital fuel experiences that drive emotional loyalty?
round tables
16:10

When crisis strikes, you say what?

Airlines have the best crisis management procedures in the world and are models for other industries to follow. Airlines have manuals, procedures, training, readiness and resources to manage minor and major emergencies. But with a pervasive digital and social media global platform, what you say at zero hour sets the tone for effective management of a crisis. 

CLOSING KEYNOTE PLENARY SESSION

Panel discussion
17:00

Panel: China’s aviation: Shifting the centre of gravity

China plans to allocate about 77 billion yuan (USD $12 billion) for investment in civil aviation in 2016. 66 new civil airports are planned during its next five-year plan. On top of that, the growth of international traffic on Chinese airlines in 2015 was 33%. That’s the same as the previous three years combined.  Its big 3 airline groups are increasing their international focus, international airlines are increasing partnerships with Chinese airlines and routes to China. And that’s to say nothing of its domestic growth potential. Quite simply, China could be the game changing market in Aviation. Join us as we explore what this means for the air travel industry in APAC and globally, and how we should plan ahead on partnerships, market development and customer strategies.

Panel discussion
17:40

D-i-s-r-u-p-t-i-o-n! Embracing change: How can airlines thrive in the age of digital disruption?

New start-ups are emerging every day that could change the face of the aviation industry as we know it. More airlines are focusing on innovation than ever before. But what does this really mean for our industry? This exciting panel discussion, closing day 1, will see explore the disruptive factors changing air travel and how airlines can prepare for the next level. Key areas that will be addressed include:
 

  • What does changing traveller behaviour mean for the air travel experience?  
  • Competing with the advent of new and innovative technology
  • The digitisation of everything: How to turn challenges into opportunities?
  • What will be travel’s next big thing? - New emerging technologies (e.g. Artificial Intelligence) and how the industry can prepare for a different reality
  • The forward thinking airlines: How to partner with the emerging potential game changers?
  • Challenging conventional assumptions and exploring new approaches
18:20

Networking Drinks Reception (Hosted by Spring Airlines; Exclusive Beer Sponsor: Heineken)

Join us for a drink at the end of a busy day of networking and learning at our Oriental Networking Drinks Reception hosted by Spring Airlines. With martial arts and street dancers from Shanghai and drinks sponsored by our Exclusive Beer Sponsor, Heineken, this is one networking event you shouldn’t miss. Did we mention it’s free with your premium conference pass?
last published: 20/Feb/17 15:07

 

Air Retail, Wednesday 22 February 2017

OPENING KEYNOTE PLENARY SESSION

08:50

Organiser’s opening remarks

Panel discussion

Keynote Interviews

Join us for a series of exclusive interviews, where leaders of major LCCs outline what it takes to succeed in the ultra-competitive low-cost market, how they are innovating their offering to stay ahead of the competition and their perspectives on how low-cost travel sector will evolve in the near and long-term.
 
09:00-09:15: Interview 1
09:15-09:30: Interview 2
09:30-09:45: Interview 3
09:45-10:00: Interview 4
Panel discussion

LCC Leaders Panel: How do you keep up?

The Asian LCC industry is changing rapidly. Everyday airlines are announcing new routes, ordering new aircrafts, offering new discounts and introducing new products and services. LCC leaders will join us in this panel to share how they keep up with the challenges facing low-cost travel in Asia and beyond, and what opportunities they are acting upon. Some of the issues they will address include:
 

  • How did the market change in 2016? What is the outlook for 2017 and beyond?
  • How can we overcome the critical challenges of overcapacity, weak profitability, pilot shortages, safety concerns and liberalisation?
  • What are the opportunities for LCC alliances, and is there a real appetite for them? Are we heading for a period of consolidation?
  • Where are the biggest new revenue generation opportunities for LCCs?
10:45

Exhibition Visit, Networking & Refreshments

Networking Lunch & Exhibition Visit

16:40

Exhibition Visit, Networking & Refreshments

18:00

Close of Aviation Festival Asia 2017

last published: 20/Feb/17 15:08

 

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Call Adam Ball at +(65) 6322 2705 or email: adam.ball@terrapinn.com