Synopsis: As the aviation industry continues to rapidly move towards the E2E passenger journey, using walking-pace and single token as its vision, there is a need to design and deploy functions in an integrated process. This presentation provides a focus for airport operators, airlines and key airport stakeholders in improving the passenger journey through the entire air-travel experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger E2E programme. Case study discussion is presented from Orlando International Airport on improvements in the existing North Terminal Complex and post-design work for the new South Terminal Complex.

The audience will learn:

• The benefits of applying new passenger services in an existing airport facility
• How to monitor technology advancements in passenger processing, and apply these advancements in a post-design scenario
• How lessons learned can help in applying an integrated approach to new designs with passenger self-services
• Through an integrated approach, the audience will learn how to improve passenger flow and provide additional commercial opportunities
• A better understanding of how an airport operator and stakeholders can improve the offering of passenger self-services

Synopsis: Both iOS and Android are including AR as one of their top priorities in all mobile innovation. Augmented reality (AR) is a view of a real-world environment where elements are augmented by computer-generated input such as sound, video, graphics or GPS data. How can an airline implement AR in its customer journey? On a mobile device an airline can inspire, entertain and sell via augmented reality. This presentation will show how KLM is doing that.

The audience will learn:

• What is augmented reality
• How an airline can use augmented reality
• How AR can be implemented in the airline customer journey
• Inspiration, entertainment and selling via AR

Synopsis: In 2016, London City Airport's departure lounge experienced record passenger figures, leading to suboptimal occupancy levels and impacting passenger experience. Through delivery of a remodelled West Pier and an intelligent automated call to gate system, this presentation reviews how infrastructure, technology and process can meet to resolve serious capacity issues, bringing occupancy levels to IATA level C in 2017 and continuing to deliver traffic growth.

The audience will learn:

• Airport capacity – process improvement
• Flight information display systems
• Intelligent call to gate processes
• Passenger journey improvement

Synopsis: Face recognition shows great promise for increased security, more efficient use of resources and better customer experience at airports worldwide. Finavia, together with hub carrier Finnair and digital consultancy Futurice, tested the use of face recognition technology at Helsinki Airport to gain insight into the benefits and risks from passenger, employee and technical viewpoints. Our talk deals with how we're utilising the insights to build future travel experience, and how the test setup was optimised to maximise generated insights in a short timeframe and at a low cost, without disrupting the operations in a zero-risk environment.

The audience will learn:

• Passengers' perspective on face recognition at airport
• Insights into the face recognition technology
• Experimenting with new tech at the airport, a zero-risk environment
• Fast, cost-efficient face recognition setup at the airport
• How to utilise customer-tech insights for future implementation

Synopsis: Delivering passenger automation at Heathrow requires collaboration between a multitude of Heathrow teams, airlines, third-party suppliers, government and standards bodies. The presentation explores initiatives to date in areas such as self-service bag drop and the FTE award-winning biometric self-boarding and demonstrates how live trials have been used to prove value and capability before service roll-out. The strategy for automation is discussed, where an increased emphasis on data services and IT integration will enable a smart airport capable of delivering a low-friction, seamless passenger journey.

The audience will learn:

• Outcomes from automation projects including self-service bag drop, self-boarding and biometrics
• Collaboration in a multiple stakeholder and supplier environment
• Lessons learned from live trials
• IT systems integration challenges
• Next steps – seamless passenger journey strategy and vision

Synopsis: LaGuardia Gateway Partners (LGP), Skanska Walsh JV (SWJV) and HOK/WSP are collaborating to replace the Central Terminal Building at New York's LaGuardia Airport. LGP was selected to take over operations of the Central Terminal Building for 35 years. The biggest challenge is the fact that the new terminal is being constructed on the same site as the existing one. This presentation will discuss how new technologies are facilitating the construction process while minimising impacts on operations and travellers and providing a robust infrastructure to build on for the next 35 years.

The audience will learn:

• Overcoming the challenges of designing and building a new terminal on a very busy and congested site
• How all members of the PPP (public-private partnership) team are successfully working together to create the best gateway to NYC
• How converged infrastructure is used to facilitate operations throughout construction and support new business processes
• A successful approach to systems integration/integration management

Synopsis: Heathrow Airport Ltd and the Heathrow Airline Operators Committee (AOC) will provide insight into the problems currently faced in managing passenger identity, their joint vision for the future and the roadmap for identity management and the use of biometrics at London Heathrow Airport. This will include detail on the extensive collaboration between airlines, government authorities and the airport as well as the emerging learning from demonstrators and early deployments in the live passenger environment.

The audience will learn:

• The anticipated benefits for passengers, airlines/airports and aviation security
• Heathrow’s overarching approach to identity management
• The benefits of a collaborative approach involving airlines, airport and government stakeholders throughout
• Learning from Heathrow’s programme of biometric trials and deployments to support identity management
• How the passenger journey and associated processes will adapt and improve

Synopsis: The identification of complex information by applying big data management paradigms will help identify hidden trends regarding different airport processes, which will give the airport market sector a new dimension to grow by identifying passengers’ behavioural patterns. This project is focused on understanding passenger flow within the airport, highlighting its impact on other airport processes such as aircraft, security and retail. Passenger descriptive models are defined, analysing historical data. The combination of these models with flight schedules for a specific period will enable airports to predict when each passenger segment (business, economy, groups, domestic, international, etc.) will arrive at the airport and how they will circulate within it.

The audience will learn:

• How big data technology can help to predict passenger arrivals at the airport
• How predictive models of passenger behaviour can help to optimise the allocation of airport resources
• How passenger monitoring can help to detect possible delays on aircraft
• Defining passenger behaviour models makes it possible to offer them personalised services

Synopsis: The presentation features the experience of Hong Kong International Airport in driving technovation to transform the passenger experience. Facing capacity pressure and increasing passenger expectations, HKIA is actively adopting new technologies to enhance operational efficiencies and customer services during the passenger journey. The presentation will highlight the next generation of smart check-in facilities that have been recently introduced at HKIA to transform the passenger check-in experience into a fully automated and self-service process. In addition to technovation, Hong Kong International Aviation Academy was established to nurture air transport management talents. Such knowledge empowerment facilitates the sustainable development of HKIA and the passenger experience.

The audience will learn:

• To understand the driving forces of technovation adoption in an airport environment
• To gain a holistic understanding of HKIA technovation strategies
• To comprehend the winning factors of technovation initiatives execution at HKIA

Synopsis: In 2012, CAG embarked on a programme to engage stakeholders, and design and implement FAST initiatives across Terminals 1, 2 and 3, as well as the new Terminal 4, which will have an end-to-end self-service process with biometric facial recognition. T4 successfully opened on 31 October 2017, after extensive FAST and ORAT trials. In T1, the Expansion programme witnessed the completion and operationalising of a new Central FAST zone. In T2 and T3, FAST implementation has also been progressing well. In this presentation, CAG will share its FAST journey and key milestones in the programme.

The audience will learn:

• Driving factors for Changi's FAST programme
• Key challenges for FAST implementation
• Key learning points for FAST journey

Synopsis: The presentation will cover: overview of Narita Airport, the SMART Airport initiative, the SMART Airport concept, interactive digital signage, precision indoor digital maps and precision position finding, mobile app development, next-generation airport services using cutting-edge robotics.

The audience will learn:

• Overview of Narita International Airport
• What Narita Airport aims to achieve as a preferred and attractive key Asian international hub
• What Narita Airport is going to do to achieve its goals

Synopsis: As many players in the aviation industry are interested in efficient and high-quality services for their customers, including passengers, it make sense to define common standards for information exchange and data models. Data exchange in the aviation industry remains a big challenge and not only to exchange some data, but to ensure that there is a common terminology of data, regardless of which data is exchanged.

The audience will learn:

• Collaboration
• A 'standard' in the making
• Consistency of data for passengers and operations
• Real-time data flowing throughout the airport