Synopsis: We will show the development of the F&B services provided in Spanish airports, including how they have been positively transformed from a standardised offer to a tailored offer, meeting the needs of different user groups.

The audience will learn:

• How this transformation has been possible
• What benefits we have achieved
• How an appropriate mix has improved the offer

Synopsis: Becoming a hub airport not only creates operational challenges but also brings the necessity to review the existing commercial strategy of an airport's concession plan, retail, F&B and service offer. These must be adapted to the new realities of the changing passenger flows, passenger profile and expectations while at the same time maintaining a high level of service quality and passenger satisfaction, thus being able to compete with other hub airports in the region.

The audience will learn:

• The main commercial challenges of becoming a hub airport
• How to adapt the concession plan and commercial offer to the changing passenger flows and profile
• The competition among the hub airports and the importance of services and innovations
• The case of Riga Airport's development and its future plans

Synopsis: How do you maximise your retail revenue from a small and constrained space? How do you provide an offer with a wide range of desirable products from different retailers that together create a complete local touch shopping experience? How do you get many different retailers to work together, ensuring passengers good service and opening hours whether one flight or 30? Keflavik Airport, which has doubled the number of passengers in last three years, presents a case study from a new shopping area where all retailers worked together with the airport to create a win-win result for stakeholders and passengers alike.

The audience will learn:

• Different thinking for different spaces
• Creating win-win opportunities for airport, retailers and passengers
• Providing the right offer for transfer passengers

Synopsis: Darwin International Airport is the first airport in Australia to establish and operate its own business centre and VIP International Lounge, setting a precedent for airport business diversification, aviation route development and customer service with the opening of its Wirraway Business Centre and Catalina Lounge. These developments fulfil a highly sought-after airline service and, with contemporary fit-outs, state-of-the-art facilities and seamless use of technology, they provide many benefits for passengers as well as national and local businesses. Improving customer experience was a key deliverable, as was the need to brand the airport with the Top End’s unique sense of place.

The audience will learn:

• How to support aviation development by providing a VIP International Lounge, which was unfeasible for individual airlines to develop
• Understanding/identifying customers' needs, competitors' offerings and filling gaps in the market and fulfilling those customer needs
• Ensuring that the airport inspires a local sense of place while contributing to business and community
• How to exploit trends in the way people work; providing a variety of meeting rooms, hot desks and co-working spaces
• Marketing communication and distribution. Creating awareness, gaining local support and harnessing online distribution

Synopsis: Brand is an airport’s DNA. It is who you are, what you believe and how you interact with others. Top airport brands foster a conversation, reach out, engage and interact with community. Top brands possess an allure, which can be uncovered and developed at any airport. Rebranding is not about changing who an organisation is; it’s a process of identifying, celebrating and reinforcing an airport’s identity and then articulating it in a cohesive communication and channel management plan. Join us and discover your airport’s allure, learn the elements of brand and examine how social media has created brand disconnect.

The audience will learn:

• Learn what brand identity and brand image are and how they differ
• Understand brand continuity and how disconnects affect passenger experience and satisfaction
• What is fused communications and how it affects passenger experience
• Learn to manage multiple communication channels in the age of social media
• The buying power has shifted to consumers, which has ushered in the need to engage directly

Synopsis: Small businesses are the backbone of a regional economy. But they are often unable to compete for large airport development projects – not because they lack the skills or expertise, but because they often lack capital, certifications and knowledge of how to navigate complex bureaucracies. Solving this problem has required an innovative approach involving specialised training, education and other assistance to level the playing field. The results have yielded dividends for the local economy, small businesses and airports themselves. Learn from this panel of airport and business leaders how airports and small businesses can work together for mutual benefit.

The audience will learn:

• Creating bonding and financing programmes that help small businesses stay afloat even when prime contractors are slow to pay
• Getting certified: how to best help small businesses sort through the financial and bureaucratic mazes of certification
• Can partnering with a local construction company help educate a regional workforce and boost competitiveness? One word: Yes
• Veterans are a special group that deserves special considerations. How do we maximise their potential?
• Helping local shops and restaurants compete with experienced master concessionaires so that your airport truly reflects the local flavour

Synopsis: The future of airports is not what it used to be. Customer journeys and customer expectations of commercial environments are changing. Current generations of airport passengers are avid users of digital shopping tools. They are buying, comparing and sharing online. They expect real-life shopping areas to be digitally enhanced, entertaining and full of surprises. Airports need to adjust to these changes, rediscovering their true strengths and commercial advantages in a world where on- and offline retail are rapidly converging.

The audience will learn:

• Future of airport commerce
• New revenue streams
• The power and impact of airport experiences
• What every airport can do to become more future focused
• What passengers are looking for when spending their 'golden hour' at the airport

Synopsis: Passenger experience can be won or lost on two fronts: the physical journey through an airport and the digital journey. Heathrow, with its partner Acxiom, will demonstrate how it has transformed the use of data and technology to create a multi-channel communications programme as part of its Heathrow Rewards loyalty programme. By uniting around a single, connected view of the passenger, Heathrow delivers a digital experience aligned with the brand promise of ‘making every journey better’, resulting in a 13% uplift in incremental retail spend. The approach has been shortlisted by the UK Direct Marketing Association for Best CRM Programme 2017.

The audience will learn:

• Principles of people-based marketing and why resolving identities between offline and online audiences drives greater insight and value
• Why the application of data + science is fundamental to shaping loyalty programme propositions and passenger dialogue
• The framework and dependencies for building a connected passenger experience
• Why data is the new oil, and how it will shape the future of the physical and digital airport experience

Synopsis: The presentation will discuss the experiment in progress for creating a sense of place at Bagdogra-Darjeeling Airport (IATA:IXB). It will cover various kiosks opened during the last three years and their effect on customer experience and increase in non-aero revenue.

The audience will learn:

• The Biswa Bangla experiment
• The F&B experiment with local cuisine
• Tea tasting and the response

Synopsis: Mobile commerce has proved to be essential for success in today's F&B and retail landscape. Mobile commerce is preferred by customers and drives increases in revenue and productivity. The airport concession industry has lagged behind the overall marketplace in developing efficient and effective mobile commerce for travellers. The reason for this lag is the nature of the industry, characterised by fragmentation and a peripatetic customer base. The solution is an aggregated platform with global coverage and a B2B distribution strategy leveraging the power of airline customer engagement, airport digital assets and other popular apps and sites.

The audience will learn:

• Digital commerce will drive non-aeronautical revenues higher
• Digital commerce will improve the passenger experience
• An aggregated platform is critical to customer engagement and transactions – we are all in this together
• A B2B distribution strategy is critical to customer reach
• An aggregated platform brings the power of big data to the industry

Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.

The audience will learn:

• The link between digital initiatives and commercial revenues
• Case studies of successful mobile innovations
• What hasn’t worked
• Different digital behaviours from different customer groups
• Data sharing between airport stakeholders