Air Retail Show

Retail strategy, merchandising, ancillaries and innovation

The Air Retail Show covers retail strategy, merchandising, ancillaries and innovation. See agenda








Accomodations Plus International





AS IP Tech








Distil Networks


ECR Retail Systems


Expedia Partner Solutions



Hotel Beds

Holiday Taxis


Ink Aviation




Lufthansa Systems

Mastercard Data & Services




Openjaw Technologies







Revenue Management Systems




Sirena Travel
















Payments, Wednesday 4 September 2019


Conference registration


Chair's opening remarks


Greg Williams

Commercial Space Travel – Industry Game Changer or Entertaining Distraction?

  • How will the sub-orbital industry affect innovation in aviation?
  • Can players like Space X, Virgin Galactic and Blue Origin prove the business model and transport passengers with the safety and regularity of a commercial airline?
  • What impact will commercial space travel have on customer expectation and mindset?
  • What can airlines and airports learn from the fast-growth commercial space industry?


Jean-Charles Odelé-Gruau

Defining the future of payments at IATA

  • How new technologies and regulations shape the development of payments in the aviation industry?
  • Distribution and Payments, hand-in-hand strategies to match your customers’ needs and increase your business
  • What is the best answer to a complex payments landscape? Providing flexible, simple and easy options for customers
Robert Albrecht

Safe with (Paysafe)cash: the role of cash in the future of payments

  • Why is cash payment still a key payment option for customers in Europe and around the world?
  • Offering a safe way to pay online to attract security seekers
  • Ensuring that you cater for all customers with risk free payment options

Networking and refreshments in the exhibition hall


Daniël Veldkamp

Digital Payments at KLM

  • Strong Customer Authentication: how we implemented 3DS 2
  • Multi Currency Pricing: allowing the customer to pay in his preferred currency
  • Apple Pay, UK Open Banking and other innovations: what impact has this had on our business?
Mike Parkinson

A New Way to Pay

  • The increasing importance of payments for the customer journey in travel
  • Drivers behind the rise of Alternative Payment Methods
  • What does PSD2 mean for travel payments?
Stuart Barwood

How fraud can impact both your revenue and your commercial strategy

Paul Van Alfen

How can airlines implement payment methods to facilitate seamless booking and upgrade experiences for customers?

Themes include:
  • Managing the costs for airlines: are there unexplored opportunities for airlines to manage fees creatively?
  • Ensuring customers can pay easily to increase spend: how can this realistically be achieved across so many touch points?
  • Minimising the risk of fraud as digital payments across all channels grow

Networking lunch in the exhibition hall


Yago Casanovas

How we are meeting new regulatory requirements with minimal impact on our customers

  • Managing the PDS2 requirements whilst minimising hassle for our customers
  • Our interpretation of the new guidelines and how this is impacting our payments process
  • Using new technologies to provide a seamless experience for our customers
Rustom Birdie

Payments as a profit driver

  • A new channel to acquire customers, sell ancillaries, and provide a better customer experience.
  • Case studies from OTAs on using payments as a marketing tool
  • What can online retail teach travel about merchandising?
Vojin Rakonjac

Uplifting Legacy: how airlines can transform payment experience with their current infrastructure

    Online payments and why airlines are lagging behind other online merchants
  • Understanding passengers’ online purchase behavior
  • To enable a better payment experience for passengers, which real-life challenges do airlines need to solve?
  • Uplifting legacy systems and enabling optimum payment experience – is it really that difficult
Gaurav Malse

Ensuring payments is not a barrier to eCommerce

  • How can airlines innovate successfully to implement seamless payment experiences?
  • Ensuring this is impactful across all channels: the omnichannel approach
  • Working proactively across departments to tackle the checkout process as effectively as possible

Networking and refreshments in the exhibition hall

Laurie Gablehouse

Strong Customer Authentication (SCA) in travel - final approach?

  • The most definitive guide to SCA use cases for airlines;
  • SCA impact on the airlines and wider ecosystem;
  • Recommendation forairlines to avoid disruption after the PSD2 RTS deadline on September 14th

Payment Summit Round Tables

Impact of PDS2 on Fraud Prevention
Navigating the implementation of PDS2 Regulation
Payment in NDC: Business as usual or leverage New Capabilities?


Daniel Young

From pitch to public. How to create and deliver an innovation roadmap

  • easyJet mobile. A model of innovation & inspiration
  • Solving travel pain points. An inside look at the process
  • Our mobile future? Travelport & easyJet discuss what's next
Petcha Kucha


Join the battle to find out which airline app is leading the way in offering a more seamless, frictionless and simple passenger experience.

Airline customers will be voting via social media throughout the year and we will reduce this down to 5 contenders who will deliver a 5 minute pitch on why there app deserves to be named the best.

Conference attendees will then have the final vote.

Join us to see who is leading the airline app revolution!

Welcome drinks reception

last published: 05/Sep/19 21:55
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Retail, Thursday 5 September 2019




Dee Waddell

IBM Keynote: Transcending Expectations: Transforming in a world of Mobile, Data, and AI

In an era of commoditization and expectations that things will move at lightning-speed, how do airlines transform and transcend above by empowering every front-line employee and leveraging all assets of the airline by unleashing mobile, data and AI.
Johan Lundgren

Keynote interview: Johan Lundgren, CEO, easyJet

easyJet CEO Johan Lundgren sits down with Guy Johnson to discuss how the easyJet brand is moving beyond price and creating a long-term plan with a vastly wider use of data analytics across the business. Find out from Johan how the airline is radically changing its holiday business and extending its reach to the wider travel value chain. Understand more about how easyJet is embracing data driven customisation and digital capability and learn about new partnerships that will develop from its new contribution model.
Sir Tim Clark

Keynote Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim Clark joins us to talk innovation, growth and coping with headwinds in aviation. Gain his unique insight on how he sees digital technology driving current and future successes. Find out from Sir Tim on what he sees as the most exciting technology impacting the end to end passenger experience. Understand how he views the future of global distribution systems and the potential impact of blockchain, biometrics, AI and IoT on day to day operations.
Joanna Geraghty

Keynote Interview: Joanna Geraghty, President and COO, JetBlue

JetBlue’s President and COO Joanna Geraghty joins Guy Johnson to talk about the airline’s transatlantic ambitions. It’s been almost 20 years since JetBlue was founded with the mission of bringing humanity back to air travel, and in 2021 the airline will begin service to London from Boston and New York. Joanna talks about how the brand stays fresh through a combination of its unique culture, dedicated crewmembers and its adoption of new technology, including that discovered by JetBlue’s own venture capital subsidiary.
Interviewee: Joanna Geraghty, President And Chief Operating Officer, JetBlue Airways
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. Key issues they will address include:
  • 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?
  • How can we develop a partnership for sustainable growth which meets rising passenger demand, balanced with action to reduce environmental and community impacts?
  • What are the trends that will shape the industry into 2020 and where are airline CEOs placing their bets?Biometrics, blockchain, robotics, artificial intelligence, voice technology, connectivity and cyber security?
  • In what way will airlines evolve beyond selling seats and become more involved in the wider booking and planning experience for customers?
  • What does a sustainable future look like to an airline CEO?
  • What is the next step for the evolution of low-cost carriers and are they 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 ultra-long-haul travel have on the future of global competition and will we see new partnerships develop?
  • How do airline CEOs see digital as a core differentiator against competition and how are they investing in technology to improve day to day operations and services?
Joanna Geraghty, President And Chief Operating Officer, JetBlue Airways

Networking 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.
"I'll be back" - ROBOTS!!! How to deal with the Good, the Bad and the Ugly?
Aleksandar Ivanišević

Aleksandar Ivanišević, Head Of Operations And Support, 2e Systems Gmbh

Achieving NDC´s business objectives with a legacy PSS: What challenges are being faced and what strategies can be adopted to achieve these business objectives.
Marco Contento

Marco Contento, Vice President Aviation Business, IBS Software

Ancillary Revenues in the Travel Industry: What are the effects of mobility on revenue streams pre, during and post-journey?
Robin Moradian

Robin Moradian, Partnerships Manager, Splyt

Chasing the travel experience: Discussing how Millennials are starting to rule the sky, influenceyour brand experience and future business
Sebastian Petry

Sebastian Petry, Director, Innovation, Panasonic Avionics

Disrupt Passenger Management: People vs. Technology- where on the sliding scale should the balance lie?
Donal Mcgranaghan

Donal Mcgranaghan, Chief Product And Technology Officer, Accommodations Plus International (API)

How can airlines use blockchain to drive 1:1 dynamic offers and personalized retailing?
Gianni Cataldo

Gianni Cataldo, Head Of R&D And Bridge Labs, ATPCO

How can modern offer and order management platforms leverage NDC to enable personalized offers and seamless fulfillment?
Michael Reyes

Michael Reyes, Senior Director, Offer Management Solutions, Sabre

How can we improve our customer experience given the reputation we currently have, and undergo a radical transformation to ensure we maximise our business
How can your airline accelerate offer transformation?
John Stewart

John Stewart, Senior Vice President, Sales, Farelogix

How do you use data to exceed traveler expectations?
Andrew Doyle

Andrew Doyle, Director, Aerospace Market, Cirium

How is mobile technology helping airplanes take flight?
Mustafa Ebadi

Mustafa Ebadi, Chief Operating Officer, SOTI

How is the journey to Airline Digital Transformation impacting your organization across RM, ecommerce, distribution, and beyond?
Aditi Mehta

Aditi Mehta, Solutions Strategy Director, PROS

How is your Airline leveraging Cloud Computing to enable employees to provide a better customer experience?
Greg Land

Greg Land, Executive Director, Global Industry Leader, Aviation, Hospitality And Travel Related Services, IBM

How much are uncontactable customers costing your airline?
Al Tredinnick

Al Tredinnick, Head Of Business Development, 15below

How to maximize revenues with interlinking of passenger experience and travel retail?
Sushil Choudhari

Sushil Choudhari, Chief Executive Officer, TravelX - Intelligent Travel Retail Platform

How to stay relevant in the expectation economy?
Is a Customer 360 possible in a fragmented digital world ?
Cyril Treacy

Cyril Treacy, VP & Industry Board leader TTH EMEA, Salesforce UK Limited

Similar to Uber and AirBnB, how can airlines successfully tap into secondary markets to drive incremental profit growth?
Azim Barodawala

Azim Barodawala, Chief Executive Officer, Volantio Inc.

The Onward Passenger Travel – When does this really matter?
Yaron Schechtman

Yaron Schechtman, Head Of Business Development, Here Mobility, HERE Mobility

What can airlines do to optimise customer support costs, increase revenue & build loyalty using A.I?
Guillaume Laporte

Guillaume Laporte, Chief Executive Officer, Mindsay

What’s preventing wide-spread adoption of single digital identity in the industry?
Finbarr Ring

Finbarr Ring, Vice President Sales, Northern Europe, SITA


Annelie Nassen

Sustaining digitisation of the customer journey

  • How is digital transformation augmenting our ability to retail effectively?
  • Focusing on mobile conversion: creating solutions to challenges of selling on the small screen
  • Creating a business model to sustain the interests of our key customers and safeguard the commercial
Panel discussion

Next Generation Retail Panel: How can airlines grow sales and win over customers?

  • Developing our understanding of the customer: working intelligently to really implement meaningful personalisation
  • Understanding our sales channels: how can airlines truly optimise sales across channels?
  • Integrating into the wider travel market: is this the goal or should airlines focus on flying well?

Networking lunch in the exhibition hall


Praveen Sharma

Building the future of eCommerce at United Airlines

  • Turning our data insights into actions: how is data improving our e-Commerce strategy
  • Optimising our merchandising across channels: making progress on product placement development
  • Making the leap next generation retail: activating a long term retailing strategy
Beatriz Guillen

When revenue management screws up – how post booking revenue optimization helps clean the mess up: The Iberia story

  • Post-booking Revenue Optimization (PBRO) is a rapidly emerging field with major implications for airline revenue management teams
  • Iberia, working with start-up Volantio, has been an early adopter of this new technology to drive value to the airline while improving customer satisfaction
  • What are the opportunities for this technology, both today and in the future?
Elias Mandroukas

Why implementing paid upgrades is an essential strategy, even on your best routes!

  • Hear how Aegean Airlines, one of Europe’s most innovative airlines, is using paid upgrades to maximize revenue on their highest yielding routes
  • Learn how paid upgrades drive incremental revenue even on flights with a high premium cabin load factor
Ankur Garg

How to improve oversell without sacrificing customer experience: The IndiGo story

  • Overselling and downgauging are key realities for airline revenue management and operations leaders
  • However, more often than not, these practices can lead to an extremely poor customer experience
  • How has India's largest carrier, IndiGo partnered with Volantio to launch the region's first automated tool to better manage oversell and downgauge, improving revenue performance, operational effectiveness, and customer experience?

Afternoon refreshment break and exhibition viewing


Taimur Khan

Delivering on the next generation traveler Loyalty by using data and insights to serve the traveler with relevance, consistently, and anywhere

  • Travelers are traveling more frequently and they have different expectations that are set by how they interact with other brands they consume in their personal lives.
  • The challenge airlines face today is that their systems are built around the employee function and channel-specific as they address this fast growing global customer base
  • Leading airlines are using data and technology to anticipate traveler needs: meeting them where they are are, on the channel that the traveler determines and using technology to get context and recommendations better guide that engagement by using information effectively at the point of engagement
Panel discussion

CLOSING KEYNOTE PANEL DISCUSSION: Data driven airlines – What are airlines doing to create insights that will improve the customer proposition, drive revenue and reduce costs?

  • There are now billions of data points on a day to day business – How do we retain that data to help improve the next journey?
  • How close are we to achieving a new level of data-driven collaboration across all airline functions collectively to deliver a more seamless customer experience?
  • Have we succumbed to the Googles & Amazons of this world - How will airline data fit into the travel ecosystem of the future?
  • Ultimately can new technologies and big data help reduce tight profit margins and intensify global competition?

Evening reception at the Arsenal Emirates Stadium

last published: 05/Sep/19 21:55
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Retail, Friday 6 September 2019


Conference doors open


Panel discussion

How can airlines, airports and mobility partners collaborate to build a seamless travel experience for global passengers?

  • Are we overcoming the traditional challenges of collaboration in aviation between airlines, airports and mobility partners?
  • Exploring the increasing importance of a digital offering in all areas of the passenger journey for seamless capacity optimisation.
  • How can car rental companies evolve to compete more effectively with ride-sharing services?
  • What impact will a driverless future and autonomous vehicles have on the ground experience?
  • How should we adapt our current business models to create ancillary revenue sources?
Stuart Donnelly, Senior Director - Group International Sales - Europe/USA, Sixt


Anne Rigail

Keynote Interview: Anne Rigail, CEO, Air France

New Air France CEO Anne Rigail sits down with Bloomberg’s Anna Edwards to discuss how she is taking a new approach to rebuilding the Air France brand and making the business highly competitive in a digital age. She will also explore her approach to getting the balance right in the group, utilising both premium and low-cost offerings effectively. Also find out exclusively about the latest Air France passenger experience initiatives in this keynote interview.
Alexandre De Juniac

Keynote Interview: Alexandre de Juniac, CEO, IATA

Alexandre sits down with Anna Edwards to discuss how IATA are approaching new technologies and the digitalisation of processes in the aviation industry. Find out exclusively in this keynote interview how he sees the future development of NDC as it comes of age. Understand more about OneID and how it will enable passengers to move more seamlessly through the airport without having to repeatably identify themselves. See how One Order could help enable network and legacy carriers do more business with ticketless travel airlines such as LCCs. Gain Alexandre's unique perspective on how the global industry can use data sharing tools to improve operations and how he thinks the industry can become more aware and prepared of the dangers of cyber threats.
Panel discussion

Keynote Panel: How is digital, shifting passenger behaviours and transformative technologies disrupting the existing airline ecosystem?

  • Is the “Amazon of Travel” an unachievable myth and can airlines create an intelligent digital mesh of products and services that meet modern passengers needs?
  • Will the airlines dream of transforming themselves into digital mobility brands become a reality?
  • Is the industry lagging behind consumer adoption of technology and what is the future of conversational interfaces when it comes to sales and service?
  • What types of product differentiation should we expect to see through future airline retailing channels?
  • When will the big tech giants disrupt the distribution landscape and will they succeed in taking over the entire value chain in the next decade?

Networking and refreshments in the exhibition hall


Juliana Ramirez

Volaris aggressive revenue development approach

  • Going beyond traditional ancillaries to continue Volaris’ yearly growth trajectory
  • Creating our own package holiday business unit, Yavas in an innovative model
  • One year on, an update on the spotify of Aviation at Volaris
Mike Robinson

Data driven ancillary retailing at Frontier Airlines

  • Developing ancillary offers in a data driven and customer focused manner: acknowledging airlines don’t just compete on base fare
  • Developing ‘personalisation’ from a customer centric perspective and the benefits of a cohort-based approach
  • Looking ahead to NDC: the benefits for the low-fare, customer-centric airline
Roland Jaggi

Driving growth through dynamic ancillary packages: preparing for the future of ancillary sales

  • Implementing a strategy for next generation of e-retailing
  • Sharing how Aegean is preparing for the next-gen e-Commerce capabilities
  • An insight into our ancillary pricing optimisation: what has the impact on our bottom line been?
Birna Osk Einarsdottir

Transforming the strategy at Iceland Air

  • How we are using customer intimacy and experience to grow sales and retention
  • The role of digital platforms for effective engagement throughout the customer journey
  • Sharing some of the changes which have had an impact on our growth
Frederic Gonnaud

Optimising eCommerce with code-sharing practices

  • The need to avoid the negative impact of codesharing for airline customers: why should this be a priority?
  • Developing a solid proof of concept with IATA: what could the future look like?
  • Exploring the challenges of providing the same level of service with disparate ancillary bundles on a code-share flight

Networking lunch in the exhibition hall


last published: 05/Sep/19 21:56
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