AirXperience/Interiors, 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

IN-FLIGHT EXPERIENCE

Akira Mitsumasu
AirXperience/Interiors
11:30

Shaping the future of passenger experience

  • What are the emerging trends affecting the travellers’ behaviours? What do they mean to the airlines?
  • Mass personalisation: Is it the future of our customer strategies? Are we missing the point of meeting and exceeding the customer’s expectations?
  • Identifying and bridging the gaps in the customer journey: How do we better understand the needs of our customers to adapt and evolve our products and services? What capabilities are we lacking? What are the steps to take now to achieve a true end-to-end experience?
  • Artificial intelligence, virtual reality and deep learning: How will these disruptive innovations affect the passengers’ preference of flying? How will they redefine the airlines’ role in the customer journey and change the existing practices, processes and systems? 
Narendra Mansukhani
AirXperience/Interiors
11:50

Creating the “wow” factor: Delivering a best in class customer experience to keep them coming back for more

  • Practical innovations you can put in place now and a broader vision of how you can evolve your customer experience
  • How to deliver a meaningful experience in every travel class
  • IFE, connectivity and high tech: How far can we go with leveraging new technologies to further reinvent the passenger experience?
  • What are the unique challenges in APAC?
  • How to create that wow factor again and again
Udomvit Krishnamara
AirXperience/Interiors
12:30

Building in-flight products through brand values

Building in-flight products is a costly business. Most airlines, especially flag carriers, face a challenge of producing distinctive products that carry their national image and at the same time create unique experience. But passengers want more than the brands. They want more leg room and extra comfort, and are usually not prepared to pay any more money for them—or at least not a lot more. In this context, how will cabin products evolve to help solve the challenges of passenger experience vs. brand image vs. profitability?
 
To help provide a perspective, we invite Thai Airways, one of the successful turnaround airlines in the region. As the flag carrier is undergoing a 10-year strategic plan, join us to hear their plan for the in-flight products.
  • How Thai Airways is looking to its roots as a source of differentiation for cabin products?
  • Besides the seats, what else Thai Airways are doing to enhance the onboard passenger experience?
  • From airline brands to lifestyle brands: What it will be like inside Thai Airways’ aircraft in the future?
  •  
Ms Fatou Gueye
AirXperience/Interiors
12:30

Premium Economy: Better by design

  • Innovative design to differentiate your premium economy cabin: Is it just about a bigger seat? 
  • What will be unique about the cabin experience and how to find the balance between what is on offer in the cabins in front and behind
  • What are the trends in designing premium economy cabins?
12:50

Networking Lunch & Exhibition Visit

CONNECTIVITY & IFE

Ralf Cabos
AirXperience/Interiors
14:10

My wireless IFE is a cash-cow!

  • Creating an end-to-end passenger travel experience – on a single platform 
  • Wireless IFE as an ancillary revenue generation – How to get maximum ROI? 
  • Powerful data analytics – How to harness supports on-the-go for commercial and service decision making
Rachel Donald
AirXperience/Interiors
14:30

Maximising revenue opportunities from high quality broadband on board

By 2018, inflight connectivity with be commonplace in the Asia-Pacific region. The introduction of high quality, global services such as GX for Aviation, give airlines confidence that the high expectations of their tech-savvy passengers will be met. But the challenge to be addressed is how to turn a service that is likely to become the minimum value proposition expected by customers, into a market differentiation and revenue making opportunity for airlines.
John Hopkins
AirXperience/Interiors
14:50

The future of connected aviation

The trend of the Internet of Things has had an impact on nearly everything we can imagine on the ground, it's inevitable that the benefits of IoT will impact aviation, especially as lots of cost efficient bandwidth enters the market. Join Gogo’s John Hopkins to learn how the future of connected aviation is rapidly moving beyond passenger connectivity and is starting to connect flight attendants; pilots through their electronic flight bags; crew and, eventually, the aircraft itself.
Ola Bjorling
AirXperience/Interiors
15:10

Leveraging Virtual Reality

Virtual Reality (VR) is revolutionising IFE experience. For a passenger inside the plane, imagine being able to put on the headset and project a whole world across the roof of the cabin and allow them to fly underneath the stars, or allow them to see a movie, it's a new platform for innovation.

  • Why do it? – How VR makes dollars and sense
  • The technology is here. How to best apply it?
  • What are VR’s drawbacks and how to make it truly effective in enhancing passenger experience and building customer loyalty in the future?
     
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. 
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

 

AirXperience/Interiors, 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

GETTING OMNI-CHANNEL RIGHT

Panel discussion
AirXperience/Interiors
11:30

Panel: Creating a seamless customer-centric experience

This session looks at ways airlines can build more reliable paths to true passenger personalisation, reinforce brand, build strong customer relationships, empower front-line personnel, tools and technologies to respond appropriately to customer needs, and raise purchase rates of ancillary and a-la-carte products and services.

  • Mapping out the end-to-end passenger experience: What areas do we need to focus on most? What areas do we focus on next?
  • Converting captured data to capital: What are the opportunities for ancillary revenues?
  • What can airlines learn from other industries (e.g. hospitality, logistics and gaming) to translate experience into loyalty and increase repeat business?
  • Who is doing it right? Which strategies work best and how they would further improve?

WHEN THINGS GO WRONG…

Mr Patrick Fennell
AirXperience/Interiors

Handling irregular operations: A passenger-centric approach

Delays and cancellations frustrate passengers. How airlines deal with journey disruptions will make or break that customer relationship. In today’s competitive market, no carrier can afford to mismanage irregular operations.

  • Bad news travel fast and how to rapidly engage with passengers
  • Delivering personalised solutions to travellers’ problems
  • A standard approach to restore normal services swiftly and cost-efficiently: Collaboration among staff, between airlines and airports
  • How technology can help? (e.g. anticipating disruptive events through predictive analytics)
Yosrizal Syamsuri
AirXperience/Interiors

Digital connectivity: How digital technologies are transforming the ground experience

Passengers today expect quick and more personalised services with real-time information consistently to their mobile devices. Digital transformation is thus on top of airlines’ agenda and reshapes every aspects of their operations, notably on the ground. This presentation will give insights into some of the digital initiatives that are rolling out to smoothen the ground experience. 
  • Deploying beacons, wearables and other automated technologies: How to make them work? What are the capability gaps we are facing? What steps to take now to achieve a seamless ground experiecitilinnce? 
  • What emerging tools do you see having a big impact on the ground experience?

Networking Lunch & Exhibition Visit

AirXperience/Interiors

SELF-SERVICE

Mr Kamal Hingorani
AirXperience/Interiors

The next frontier for check-in: Everything self-service? Everything mobile?

SpiceJet is India’s first airline to launch smart mobile check-in facility using BLE and NFC technologies. As Indian market is fixated on price and schedule, this mobile first approach with more service centric features has significantly enhanced the customer experience on ground.
  • Making the case for self-services: What works and what doesn’t when implementing self check-in facility
  • As passengers expect to exercise more control over the journey through self-service options, how to keep up with their demand for speed and convenience? How to make self-service solutions economically viable and scalable?
Sven Lepschy
AirXperience/Interiors
14:20

Tag it and track it: Innovations in baggage handling

  • E-tags and connected bags: What are the other bag-drop initiatives to meet the needs of all users?
  • How do you justify the business case for the transition to home printed bag tags?
  • Why is the APAC industry not moving faster with common bag drop and auto drop off rollouts?
  • Focusing on IT alone is not enough; it’s also about changing the business processes. Critical questions on what should processes look like in the future? What do we need to change in the process and how can technology help us?
Manish Sinha
AirXperience/Interiors
14:40

Self-boarding: Creating a smoother journey to the aircraft

GMR Hyderabad International Airport is the first airport in India to go live on e-boarding facility for all domestic passengers. Developed in-house, the airport’s e-boarding solution covers end-to-end all the key passenger processes at the airport starting from entry to terminal to check-in, security check, boarding gate and finally the boarding bridge check before entering the aircraft.
  • Assessing its impact on passenger experience
  • How about the cost of implementation?
  • Ensuring accuracy and security
  • What have you learnt? From technology to people challenges 

AIRPORT DESIGN & DEVELOPMENT

Mr Joni Sundelin
AirXperience/Interiors
15:00

Serving Chinese travellers: Airport service initiatives

The rise of Chinese overseas travel is encouraging airports across the world to customise their services to cater to this fast-growing passenger demographic. Also, as China’s middle class is larger, richer and ever more tech savvy, airports also need to focus on digitalisation efforts for better services and operations.

Hear from Helsinki Airport on how they are going to extraordinary lengths to cater to the Chinese travellers’ needs and wishes.
Jeremy Goldstrich
AirXperience/Interiors
15:20

Airport expansion: Reimagining what the airport can be

  • New strategies and technologies to build a state-of-the-art airport infrastructure
  • Redesigning existing airport terminals to cope with air traffic growth
  • Upgrading retail space to increase passenger revenues
  • Long-term planning to be the global gateway
David Wilson
AirXperience/Interiors
15:40

Upgrading existing airports and building a world-class hub

By 2025, India is expected to be the world’s third largest aviation market (defined by traffic to, from and within the country). With the new policies that further open up the market to both local and foreign carriers, that means there is a big role for airport operators to make India’s aviation sector flourish.

Join Mumbai International Airport to hear what it has built for airlines and the traveler at Terminal 2 and the airport’s plan to enhance the passenger experience.

Panel discussion
AirXperience/Interiors
16:00

Panel: Designing the airport of the future

Learn more on the latest trends in designing and constructing futuristic, functional terminal facilities that will meet the future requirements of passengers and airlines

  • Innovative terminal designs to cope with increasing passenger numbers comfortably
  • Is bigger better in building airports?
  • Moving towards a customer-centric airport: Identifying the pain points and redefining the travel experience
  • What technology innovations are changing the way we think about airport design
  • How to use design to put passengers in a spending mood
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