CONFERENCE PROGRAM - MARCH 14, 15, 16, 2023 RAI AMSTERDAM, THE NETHERLANDS - Passenger Terminal EXPO 2023
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CONFERENCE PROGRAM
390+
EXPERT SPEAKERS
FROM THE AVIATION
INDUSTRY!
13
CONFERENCE
TRACKS, EACH
TRACK OVER 1,
2 OR 3 DAYS!
Hosting:
MARCH 14, 15, 16, 2023
RAI AMSTERDAM, THE NETHERLANDS
#PTExpoConf / www.passengerterminal-expo.com
WELCOME!
Passenger Terminal CONFERENCE is firmly established as the most highly regarded annual
airport terminal conference in the world. This is THE CONFERENCE to examine the future
outlook for airport development worldwide. Speakers will address key issues, share views,
exchange ideas and compare experiences while discussing theoretical approaches and feasible
solutions to today’s concerns and those of tomorrow.
08:25: WELCOME TO PASSENGER 08:30: WELCOME TO
TERMINAL CONFERENCE AND EXPO 2023! AMSTERDAM AND
Tony Robinson, Chairman and CEO, UKi Media & Events / KEYNOTE ADDRESS
founder, UKi Media & Events, UK By Schiphol Airport Board Member
25 ANNIVERSARY
TH
OPENING DAY PARTY
MARCH 14, 2023
Taking place in the exhibition hall -
everyone is invited!
CONFERENCE AT A GLANCE
We have a truly OUTSTANDING speaker and subject line-up for you, so spend some time
reading through the program and let your colleagues know about topics that will interest them
too. The conference has been designed to be a ONE-STOP SHOP for keeping up with the
LATEST DEVELOPMENTS IN THE INDUSTRY, so if you and your team can only attend one
conference this year, make it Passenger Terminal CONFERENCE!
We look forward to welcoming you to Amsterdam!
DAY 1 / TUESDAY, MARCH 14
Airport/smart cities, regions and transport connections 04
Airport design, planning and development 06
Aviation security, border control and facilitation 08
Commercial development, retail, concessions, media, experience 10
Customer service, passenger and personnel experience 12
Environment and sustainability 14
Future airports 16
Management and operations, airside 18
Technovation 20
DAY 2 / WEDNESDAY, MARCH 15
Advanced air mobility (AAM), vertiport development and infrastructure 22
Airport design, planning and development 24
Airport design, planning and development – Middle East and Asia 26
Aviation security, border control and facilitation 28
Commercial development, retail, concessions, media, experience 30
Customer service, passenger and personnel experience 31
Environment and sustainability 33
Technovation 35
DAY 3 / THURSDAY, MARCH 16
Airport design, planning and development 37
Customer service, passenger and personnel experience 38
Environment and sustainability 40
Facilities management and safety 41
Increasing airport capacity and flexibility 42
Technovation 43
Schedule subject to change.
VISIT THE WEBSITE FOR CONFERENCE DISCOUNTS!
www.passengerterminal-expo.com 1
SKYTRAX WORLD AIRPORT AWARDS
WINNERS WILL BE ANNOUNCED AT
PASSENGER TERMINAL EXPO 2023
Join us for celebration drinks with the winners of the prestigious
Skytrax World Airport Awards 2023!
March 15, 2023 from 17:30 to 18:30 in the exhibition hall
Skytrax World Airport Awards are the most prestigious and coveted awards to recognize product and
service quality across the world’s airport industry.
The synergy between the two events – Passenger Terminal EXPO and the World Airport Awards
– creates the perfect venue, atmosphere and audience for the awards, so we are very pleased to
announce that the 2023 World Airport Awards will be held at Passenger Terminal EXPO on March
15 2023!
For more information visit our website:
www.passengerterminal-expo.com
OPEN TO ALL
ATTENDEES
The ceremony will once again
be in a relaxed and informal setting,
bringing together key airport Hamad International Airport
industry personnel from around was voted the World’s Best
the world, and allowing time to Airport by international air
network and chat with friends and travelers for the SKY TRAX
colleagues while enjoying WORLD AIRPORT
the celebration drinks on AWARDS 2022!
offer to everyone.
2 www.worldairportawards.com
2023 SPEAKER COMPANY LIST
4QD Strategy Consulting LLC • Abu Dhabi Airports • ACI Europe • ACI World • ADB Safegate • Adelaide Airport • ADR Ingegneria SpA • Aecom • Aena
• Aeroporti di Roma • Aeroporto di Bologna • Aeroporto G. Marconi di Bologna • Aeroportos Brasil Viracopos • Air Canada • Airbus CyberSecurity SAS
(ACS) • Airpol • Airport Authority Hong Kong • Airport Dimensions • Airport Gurus • Airport Intelligence • Airport International Group • Airport Regions
Council • Airport Vienna • AirportCreators • Airports Authority of India • Airports Authority of Trinidad and Tobago • Airports Council International •
Allegheny County Airport Authority (PIT) • Amadeus • Amazon • Amazon Web Services (AWS) • American Airlines • Amorph Systems GmbH • Analogic
Corporation • ARC - Airport Regions Conference • Arcadis • Arconas Corporation • Arora Engineers • Arup • Assaia • Athens International Airport
• Auckland International Airport • Austin-Bergstrom International Airport • Australian Airport Association • Aviation Security Services Association
international ASSA-i • Aviation Strategies International • Avinor • Azusa Sekkei • Bahrain Airport Company • Bangalore International Airport • Barich •
Benoy • Beontra GmbH • Bermuda Skyport Corporation • Bologna Airport • Brisbane Airport Corporation • Brock Solutions • Brussels Airport Company
• Brussels South Charleroi Airport • BTA Food & Services • Budapest Airport • Butterfly Consulting • C&S Companies • CAA International • Caldes &
Foners • Calgary Airport Authority • Centralny Port Komunikacyjny • CETEC • Changi Airport Group • Charlotte Douglas International Airport • Chicago
Department of Aviation • Cincinnati / Northern Kentucky International Airport • City of Vantaa • UK Civil Aviation Authority • Civil Aviation Authority
of Zimbabwe • Copenhagen Optimization • Corgan • CPI • Crown Consulting, Inc. • CrowZ Nest Consulting /University of Chicago • Customer Centric
Consulting • Cybersecurity and Infrastructure Security Agency (CISA) • Dallas Fort Worth International Airport • Dar Group • Deloitte • Delta Airlines
• Denver International Airport • DFW Airport • Dubai Airports • EAMaven • Edmonton International Airport • Eindhoven Airport NV • Emma Systems •
Empathyce Customer Experience • ENAC - Italian Civil Aviation Authority • ESP Culinary Consulting • Etihad Airways • EuroAirport - Basel Mulhouse
Freiburg • EUROCONTROL • EWR Terminal One • Faith Group, LLC • Federal Aviation Administration (FAA) Office of Airports • Federal Aviation
Administration (FAA) Office of Civil Rights • Federal Office of Civil Aviation Swiss • Ferrovial Vertiports • Finavia • Flughafen Berlin Brandenburg GmbH
• Flughafen Köln/Bonn GmbH • Flughafen Zürich AG • Fort Lauderdale Hollywood International Airport • Foster + Partners • FraAlliance GmbH •
Fraport • Fraport AG Frankfurt Airport Services Worldwide • Fraport Slovenija • GAIA Grantley Adams International Airport • Gatwick Airport • Genève
Aéroport • Gensler • Gerald Eve • Gerald R. Ford International Airport Authority • GESAC - Naples and Salerno Airports • GHD • Greater Toronto
Airports Authority • Groupe ADP • Hamad International Airport • Hamburg Airport • Haneda Future Development Co • Heathrow Airport • HKS, Inc. •
HMSHost • HOK • Houston Airport System • Hub One • IATA • Idemia • IGA Istanbul Airport • Imperial College, London • Indra • Integrated Defense &
Security Solutions (IDSS) • Interportpolice • InterVISTAS Consulting • Jacksonville Aviation Authority • Jacobs • JFK International Air Terminal • JSCP
Consulting Partners • Kansas City Missouri Aviation Department • KCAP / ETH • Keflavik International Airport • Korea Airports Corporation • Lagardère
Travel Retail • LAM LHA • LAS - Dakar Blaise Diagne Airport • Lima Airport Partners • Loganair • Los Angeles World Airports • Louisville Regional
Airport Authority • Luton Rising • LuxMobility • M2P Consulting • Mace • Manchester Airport Group • Mary Kerins • Materna IPS USA • McCarthy
Building Companies • McKinsey and Company • Melbourne Airport • Merchant Aviation • Metropolitan Police Service • Miami International Airport •
Mima • Ministry of Justice and Security • Modalis Infrastructure Partners Inc. - Richmond, BC • Mott MacDonald • Munich Airport International GmbH
• NACO, Netherlands Airport Consultants • Narita International Airport Corporation • National Civil Aviation Secretariat • Neste • New International
Heraklion Airport • Newcastle International Airport Ltd • Nice Aéroports Côte d’Azur • Nieuport Aviation • Noblis Inc. / Department of Homeland
Security Science and Technology Directorate • Noida International Airport • NTT Germany AG & Co. KG • NYCAP3D • On-block • OTC • Parsons •
Pascall+Watson • Perth Airport • Philadelphia International Airport • Pittsburgh International Airport • Populous • Port of Oakland • Port of Portland • Port
of Seattle • Portland Design • Public Investment Fund (PIF) • Qatar Airways • Real Wireless • Red Sea Global • Reduced Mobility Rights Limited • Reno-
Tahoe Airport Authority • RS&H • RSHP • Salford University • Salt Lake City Department of Airports • San Antonio International Airport • San Diego
County Regional Airport Authority • San Francisco International Airport • Schiphol International • Security, Emergency & Cyber Department/State Of
Israel • Sharjah International Airport • Skyfii • Skyports • Smart Flows • Sofia Airport (Meridiam) • SOM • Southwest Airlines • Spirit Airlines • Studdiford
Technical Solutions, LLC • Summa Airports Niger • Swedavia AB • Swedavia Airports • Tallinn Airport • Taoyuan International Airport Corporation (TIAC)
• TAV Airports • The Calgary Airport Authority • To70 Aviation • Transportation Security Administration (TSA) • Turner and Townsend • U.S. Customs and
Border Protection (CBP) • United Airlines • UrbanV • Vancouver Airport Authority • Veovo • Volocopter • WePlan Software GmbH • Weston Williamson
+ Partners • Winnipeg Airports Authority • Wipro Limited • Woods Bagot • Woolpert • WSP • Zaha Hadid Architects • ZGF Architects • Zurich Airport
VIEW ONLINE
ONLINE SEARCH FACILITY
LIVE CONFERENCE PROGRAM You can use our unique online search facility to search
View the live conference program as it is kept up to for key words in the program and find presentations of
date with the latest information. interest to you.
FULL LIST OF SPEAKERS WHAT THE AUDIENCE WILL LEARN
Click on any name to see when and on what subject You can read our unique ‘What the audience will learn’
they are speaking. texts in the live conference program.
@PTExpo #PTExpoConf 3
DAY 1 / TUESDAY, MARCH 14 – and how the airport’s many points of connection are supporting
08:25 - 08:55 the region’s local businesses and communities now and for years
WELCOME AND OPENING ADDRESS to come.
08:25 10:35 - 10:55
WELCOME TO PASSENGER TERMINAL BREAK
CONFERENCE AND EXPO 2023!
Tony Robinson, Chairman and CEO, UKi Media & Events /
founder, UKi Media & Events, UK 10:55
AIRPORT CIT Y CONCEPT IN LINE WITH
AIRPORT EXPANSION
Yuki Kawakita, Assistant Manager, Narita International Airport
Corporation, Japan
A third runway and terminal realignment are planned for Narita
Airport from 2029 onward. After the works, the number of flights
and passengers will almost double. The number of employees is
expected to increase from 40,000 to 70,000. On the other
hand, the areas surrounding the airport are currently experiencing
08:30 a decline in population due to falling birth rates and an aging
WELCOME TO AMSTERDAM AND KEYNOTE population. Using the airport expansion, NAA has started to study
ADDRESS BY SCHIPHOL AIRPORT BOARD the airport city development to achieve integrated growth of the
MEMBER airport and surrounding areas, with a focus on building a town
Schiphol Speaker, Board Member, Schiphol, Netherlands where airport employees live.
11:25
DAY 1 / TUESDAY, MARCH 14 TRANSPORT CONNECTIONS ARE KEY IN
REACHING CLIMATE NEUTRALIT Y BY 2030
09:00 - 17:30 Ulla Ruuskanen, Project manager, Avia Network, City of Vantaa,
Finland
AIRPORT/SMART CITIES, REGIONS Our accessibility and competitive edge depend on well-functioning
connections, in which air traffic and the travel paths related to it
AND TRANSPORT CONNECTIONS are key. To ensure Finland’s connectivity and security of supply, it
is of the utmost importance that we ensure the preconditions for
Finnish air traffic. The AirRail project will be implemented as part
09:00 of developing the main line. The AirRail project will bolster the
INTRODUCTION BY CONFERENCE CHAIRS airport’s regional connectivity and strengthen rail traffic’s position
Alexandra Covrig, Senior Project Manager, Airport Regions in the travel paths. Vantaa light rail will be another solution,
Council, Belgium starting at a Helsinki metro station and running throughout the
Sergi Alegre Calero, Director General, ARC - Airport Regions Aviapolis to the airport - 19km altogether.
Conference, Belgium
09:05 11:55 - 13:15
SUSTAINABILIT Y AND THE AIRPORT CIT Y LUNCH
Myron Keehn, President and CEO, Edmonton International
Airport, Canada 13:15
DEVELOPING THE UK’S MOST SOCIALLY
09:35 IMPACTFUL AIRPORT – LONDON LUTON
CREATING A SUSTAINABLE WORLD- Graham Olver, CEO, Luton Rising, UK
LEADING AIRPORT CIT Y Ian Taylor, Global Aviation Business Leader, Arup, UK
Gert-Jan De Graaff, Chief Executive Officer, Brisbane Airport Luton Rising is a business and social enterprise that is owned by
Corporation, Australia a sole shareholder, Luton Council, for community benefit not
private shareholders. At London Luton Airport, we are owners of
10:05 by far the most socially impactful airport in the UK, supporting
Y VR – THE FUTURE OF GROWTH AND and improving lives across the communities we serve. We make a
CONNECTION major economic contribution to our local region and aim to be one
Andy Margolis, Vice President, Airport Capacity and System of the greenest and most sustainable airports.
Design, Vancouver Airport Authority, Canada
As travel and aviation build back from the impacts of the global 13:45
pandemic, YVR focusses on the future. Its continued growth STRATEGIC PL ANNING AROUND AIRPORTS
keeps British Columbia connected to the world and keeps the AS A DRIVER FOR REGIONAL DEVELOPMENT
community and businesses connected to innovative ideas, Anouk Kuitenbrouwer, Partner KCAP / Lecturer ETH, KCAP /
experiences, knowledge, goods and investment to ensure a healthy ETH, Switzerland
and sustainable economy. The presentation will discuss how YVR With an integrated vision that combines economic development
is growing – with technology, innovation and climate top of mind and spatial planning with ambitious landscape and mobility
4 www.passengerterminal-expo.com
DAY 1 / TUESDAY, MARCH 14, 2023
proposals, the Keflavik Airport Area Strategic Master Plan some first insights on how to change the mindset of airport users,
in Iceland aims to transform strategic sites around Iceland’s both passengers and staff, in terms of their mindset and mode of
international airport into a showcase for the country’s transportation. Join us on this journey.
socioeconomic and sustainable strategy. The Keflavik Airport
Area Strategic Master Plan provides a comprehensive case study 16:30
of an integrated planning approach demonstrating how airport BUDAPEST AIRPORT – INTERMODAL
urbanism at airports can pave the way for long-term sustainable TRANSIT HUB
development, function as a catalyst for innovation in the regional René Droese, Chief Development Officer, Budapest Airport,
economy and help overcome barriers to successful planning. Hungary
Anneke Christa-Schreijer, Associate Director Airport Strategy and
14:15 Planning, NACO-RHDHV B.V., Netherlands
TRANSFORMATIONAL SOLIDARIT Y Budapest International Airport has reached a stage in its
TRANSPORT HUB (STH) development where it has become imperative to accommodate
Mikolaj Wild, CEO, Centralny Port Komunikacyjny, Poland future growth on airside and landside in an integrated, sustainable
Danny Aoun, Board Member, Dar Group, Lebanon mode (including public transport) and evolve into an intermodal
CPK is a planned transfer hub located between Warsaw and Łódź, transit hub. In this presentation, the process of integrating these
envisioned to integrate air, rail and road transport. One of Europe’s facilities and stakeholder concerns in a workable plan will be shared
largest and most ambitious infrastructure projects, CPK is the first with the wider industry.
greenfield investment in years, centered around the new airport
which will handle 40 million passengers a year in its first phase.
At the same time, the largest modernization of the country’s 17:00
rail transportation system will create approximately 2,000 new PANEL DISCUSSION: SMART AIRPORT
railway lines, mainly high-speed. CPK and Dar will present the MOBILIT Y - DATA SHARING FOR A
key elements of the proposed project and how it will transform SUSTAINABLE JOURNEY (STARGATE)
logistics and operations throughout Europe. Patrick van Egmond, Managing Director, LuxMobility, Luxembourg
Zsofia Fazekas-Kertesz, Environmental specialist, Budapest Airport
14:45 Ltd., Hungary
AIRPORT PL ATFORMS AND INTERMODALIT Y PANEL MODERATOR: Ella Soltani, Managing Director To70
Jean-Charles Content, Lead Architect - Asia Pacific, Groupe ADP, Belgium, To70 Aviation Belgium, Belgium
Hong Kong Airports can become an integral part of the wider mobility
Thimotée Berger, Architect - Deputy Head of Architecture & infrastructure. Airports and stakeholders can take informed
Design department, Groupe ADP, France decisions regarding operations by better understanding and
Parisian airport access modes: how Orly and CDG airports are mapping mobility flows within the airport environment. The
challenging the new millennium regarding intermodality. What goal is to offer a sustainable journey to employees, passengers
we can learn from the design of the new terminal in the People’s and visitors. In this panel, we will describe the first results of
Republic of China. A focus on air-rail links. the European project STARGATE. Panel members consist of
mobility experts (Lux Mobility, Sopra Steria) as well as airports
implementing smart mobility solutions (Brussels Airport,
15:15 - 15:30 Budapest Airport). The panel will discuss the opportunities and
BREAK challenges they see and how to collaborate to achieve the best
results.
15:30 What the audience will learn:
VITAL, SUSTAINABLE AND ACCESSIBLE • Applying data to improve mobility in and around airportss
AIRPORT • New mobility opportunities for passengers and visitors
Marcel van Beek, Process Innovation, Schiphol, Netherlands • How mobility can fit into different airport contexts
Upgrading airports as admirable places to work is a hot topic. • Working together with airport stakeholders on mobility topics
In this Schiphol Airport mobility program are e-bikes, new bike
paths and digital features, the ingredients that help personnel not
worry and be happy if they cycle to work every day – becoming
vital, saving on work-related costs and feeling proud to travel in a 17:30 - 25TH ANNIVERSARY OPENING DAY PARTY
sustainable way. IN THE EXHIBITION HALL, AFTER
THE CONFERENCE
16:00
MOVING MINDS AND MODES
Silke Devacht, Senior Product Development Manager, Brussels
Airport Company, Belgium
Dieter Scheltjens, Head of Mobility Services, Brussels Airport
Company, Belgium “It’s been an incredible event”
Mobility and accessibility are essential for an airport. The diversity
of the target groups makes it a challenge to develop a sustainable Paul Griffiths, CEO, Dubai Airports, UAE
airport mobility plan. Developing into an airport business district
enlarges the target groups even more. Gathering and structuring
scattered data is the first task to tackle. We are happy to share
@PTExpo #PTExpoConf 5
DAY 1 / TUESDAY, MARCH 14 10:35 - 10:55
BREAK
09:00 - 17:30
10:55
AIRPORT DESIGN, COMMUNICATING THROUGH
CONSTRUCTION: BUILDING, MAINTAINING
PLANNING AND DEVELOPMENT AND STRENGTHENING COMMUNIT Y
SUPPORT
09:00 Nancy Volmer, Director of Communication and Marketing, Salt
INTRODUCTION BY CONFERENCE CHAIRS Lake City Department of Airports, USA
Tim Walder, Senior Director and Aviation Sector Leader, Arcadis, UK Many airports are remodeling and expanding, but in 2020
Salt Lake International opened Phase 1 of the first new US hub
09:05 airport to be built in the 21st century. The challenge was to build
AUCKL AND AIRPORT CAPITAL community support and generate messaging that resonated with
DEVELOPMENT PROGRAM – RESTARTING various audiences, while educating, informing and engaging.
AND RESHAPING Through a comprehensive communication and marketing plan
André Lovatt, General Manager Infrastructure, Auckland for the new SLC redevelopment program, we successfully
International Airport Limited, New Zealand achieved these goals through research, messaging, branding,
Graham Bolton, Global Aviation Practice Leader, Mott marketing, traditional and social media and video production. This
MacDonald, UK presentation will walk through these various steps and show how
In early 2020, AIAL was at the advanced stage of planning for a they can be used to successfully design a program for any airport.
NZ$4bn+ capital program – transforming aging assets to deliver
a world-class travel experience and support sustainable long-term 11:25
growth. The program has now been reshaped, in partnership INVESTING IN A NEW AIRPORT DURING A
with key stakeholders, reflecting the four key pillars of AIAL’s CRISIS
sustainability strategy: Purpose | Kaupapa; Place | Kaitiakitanga; Dr Ayca Kolukisa, Chief Strategy Officer, New International
People | Whānau and Community | Hapori. This presentation will Heraklion Airport, Greece
give an overview of the updated program, from the agile approach New Heraklion Airport, the largest ongoing greenfield project in
to the development of the original plan to the evolution of the plan Europe, is planned to open its doors to passengers in 2026. While
in response to current realities. the new EU regulations and the new environmental charges are on
the table, the ongoing impact of the Covid crisis, Brexit, economic
09:35 and energy crisis and increased cost of infrastructure materials
PANEL DISCUSSION: A GROWTH MINDSET affects the design, business model and development strategy of the
FOR FLEXIBLE TERMINAL DEVELOPMENT New Heraklion Airport, which faces high seasonality and belongs in
Api Appulingam, Deputy Director of Aviation, Capital the 10-20 pax class and aims for net zero and high quality of service.
Development, Philadelphia International Airport, USA
Casey Ries, Engineering and Planning Director, Gerald R. Ford
International Airport Authority, USA 11:55 - 13:15
Chad Willis, Director of Planning, Allegheny County Airport LUNCH
Authority (PIT), USA
Sean Loughran, Planning and Development Director, Port of
Portland, USA 13:15
PANEL MODERATOR: Scott Tumolo, Aviation Facilities and THREE VALUES CONVERGED INTO ONE:
Terminal Planning - Americas, C&S Companies, USA NATECO IS PIT TSBURGH’S DNA
Passengers. Personnel. Planet. Three key drivers changing our industry. Paul Hoback, Executive Vice President and Chief Development
As four US airports implement and adapt their assets, learn how they Officer, Pittsburgh International Airport, USA
have approached the work with an understanding of how passenger needs Pittsburgh International Airport engaged world-class teams
are evolving, how the workforce is changing, and their global impact. The to incorporate the region’s best assets into the design and
process is always evolving, which thrives in organizations with a growth construction of a new LEED-certified US$1.39bn terminal
mindset like these airports. Join this interesting panel and hear from: PHL and multimodal complex set to open in 2025. The vision for
nearing completion of an airport masterplan; PIT, recently completed a transforming PIT was based on the region’s assets of nature,
major $US1bn terminal design; GRR, during a US$500m construction technology and community (NaTeCo); the area’s rolling hills
project; PDX, in the middle of a US$2bn terminal program. are reflected in the design. High-tech amenities developed in
the region will be incorporated throughout the new terminal.
What the audience will learn: The facility will evoke Pittsburgh’s rich sports, arts and culture
• Reframe how we think about resilience. Beyond flood and fires, more scenes. Seamless integration of PIT’s existing Airside Terminal will
about managing expectations combine form and function into one iconic and practical structure.
• Consider how and why the planning process is continuous through all
phases of implementation 13:45
• How to plan/design to meet infrastructure needs now and in the future BGI – TRANSFORMATION PROGRAM
• How to adapt design and construction to account for major TOWARD WORLD-CL ASS EXPERIENCE
disruptions Pietrick Voyer, Director of Operations, GAIA Inc. Grantley Adams
• Planning is not useful on a shelf. Even during construction, there is no International Airport, Barbados
better time to think ‘what is next’ The island of Barbados is known to be one of the leading voices
6 www.passengerterminal-expo.com
DAY 1 / TUESDAY, MARCH 14, 2023
for the Caribbean. The island is also known to be one of the best Airfield and Terminal Modernization Program (ATMP) and Cargo
Caribbean islands to visit. The airport infrastructure is outdated, Modernization Program.
and we are currently under pressure. The airport has put together
a transformation program with the goal of transforming the entire 16:00
passenger experience and journey. This includes new facilities, new PREPARING FOR FUTURE GROWTH: HOW TO
passenger flow, new technology, sustainability, etc. The goal of the SERVE 100 MILLION PASSENGERS
presentation is to present this program and discuss challenges and Jim Starling, Chief Construction and Infrastructure Officer,
opportunities for such an airport when it comes to rethinking the Denver International Airport, USA
passenger journey. Denver International Airport’s growth has quickly outpaced its
original design. In order to serve an anticipated 100 million annual
14:15 passengers within 10 years, DEN created Vision 100, an across-
DIGITIZING DESIGN AND CONSTRUCTION the-board strategy to inspire employees, contractors and partners
- TERMINAL 2 AT BANGALORE to pull together and make history.
INTERNATIONAL AIRPORT
Ramyo Dey, Assistant Vice President - Planning and Design, 16:30
Bangalore International Airport Limited, India PANEL DISCUSSION: BET TER BY DESIGN –
The Kempegowda International Airport, Bengaluru, is the first MAXIMIZING RETURN ON INVESTMENT IN
in India to have used Building Information Modelling (BIM) for AIRPORT TERMINALS
end-to-end project delivery. BIAL is always on the lookout for Ashwini Thorat, Vice President Head of Design and Planning,
technology that helps us deliver our vision of enabling journeys, Noida International Airport Zurich Group, India
creating experiences, and touching lives as the gateway to a new Heather Karch, Facilities and Infrastructure Architecture Manager,
India’. When the expansion of our airport facilities was conceived, Seattle International Airport, USA
we automatically began to explore the best tools available to help Keith Hui, Principal and Regional Director
us in this endeavor. Building Information Modelling (BIM) was Aviation+Transportation, HOK, USA
extensively used for end-to-end project delivery that included Nick Scott, Director of Airport Planning and Design, United
dynamic asset management with facilities management for Airlines, USA
preventive maintenance for a mega project. Steve Sisneros, Vice President of Airport Affairs, Southwest
Airlines, USA
14:45 PANEL MODERATOR: David Tomber, Director Strategic
PL ANNING THE NEW AUGMENTED AIRPORT Consulting, Woolpert, USA
FOR A POSITIVE IMPACT Passenger experience, sustainability and financial position are
Federico Raja, Airports Planning, GESAC SpA | Naples and critical factors in today’s competitive aviation environment. A
Salerno Airport, Italy panel of leading experts will discuss strategies on how design can
Michele Miedico, Director of Planning, Environment and Progetto maximize ROI in airport terminals. The panel will include diverse
Salerno, GESAC SPA - Naples and Salerno Airports, Italy perspectives from an airport (Seattle), developer (Noida Zurich
Given the social and economic importance of an airport on Group), airline (Southwest, United) and global design architect
the local community and its connection to other land-based (HOK). Key themes include enhancing customer experience;
transportation systems, the airport masterplan may be used to maximizing revenue generation; reducing material use and carbon
accelerate the transformation of urban areas and generate value. emissions; and lowering total cost of ownership. Airport operators
The augmented airport is a key stakeholder in the development can quantify these themes to make informed design decisions that
of the local community, enabling value creation through urban have a positive impact on their facilities and optimize ROI.
regeneration projects. The masterplan of the new Salerno Airport
and the ‘Mille alberi per la città’ project in Naples are good What the audience will learn:
examples of how to operate in nearby areas, reducing climate- • Innovative design strategies to maximize return on investment in
altering gases and enabling landscape enhancement to increase airport terminals
urban prosperity and quality of life. • How design plays a significant role in operation and maintenance
costs, financial health, environmental stewardship and occupant
well-being
15:15 - 15:30 • Diverse perspectives on design strategies from an airport
BREAK (Seattle), developer (Noida Zurich Group), airline (Southwest,
United) and designer (HOK)
15:30 • Strategies to maximize revenue generation and lower total cost
IMPLEMENTING TRANSFORMATIONAL of ownership
CHANGE AT L AX • How design can quantify opportunities for informed decisions
Terri Mestas, Chief Development Officer, Los Angeles World that have a positive impact on terminal facilities and optimize ROI
Airports, USA
Ron Siecke, US West Director of Aviation, Jacobs, USA
LAX is in a race to prepare for the Olympic Games in 2028. With
US$15bn in active construction and another US$15bn in the 17:30 - 25TH ANNIVERSARY OPENING DAY PARTY
pipeline, this presentation will focus on how the LAWA leadership IN THE EXHIBITION HALL, AFTER
team is transforming the airport through monumental change THE CONFERENCE
as they prepare to host on the world stage. This presentation will
provide an update on the current Landside Access Modernization
Program (LAMP) and preview the next major phase, including the
@PTExpo #PTExpoConf 7
DAY 1 / TUESDAY, MARCH 14 use cases and high-level performance increases at airports,
and understanding the regulators’ views on implementing new
algorithms versus a traditional screening model.
09:00 - 17:30
AVIATION SECURITY, BORDER What the audience will learn:
• What AI/ML is in the security checkpoint
CONTROL AND FACILITATION • How AI/ML can be used to increase security, efficiency and pax
experience
09:00 • The initial results of AI/ML at airports
INTRODUCTION BY CONFERENCE CHAIR • The next steps for implementation
Neville Hay, Director of Training, Interportpolice, UK • What are regulators thinking on AI/ML?
09:05
PANEL DISCUSSION: DATA AND ARTIFICIAL 11:00 - 11:20
INTELLIGENCE (AI) APPLICATIONS FOR BREAK
SECURIT Y IMPROVEMENT
L. Clint Welch, Director, Aviation Security and Public Safety, San
Diego County Regional Airport Authority, USA 11:20
Wendy Reiter, Interim Chief Operating Officer, Port of Seattle, USA THREATS OF DIGITALIZATION IN THE
PANEL MODERATOR: Donald Zoufal, President / Lecturer, AVIATION SECTOR - EMBEDDING BUSINESS
CrowZ Nest Consulting /University of Chicago, USA CONTINUIT Y
The increased recognition of the importance of data in airports Javier Caldes-Casas, Aviation Security Consultant, Caldes &
and the growing development of AI solutions available in the Foners, Spain
marketplace offer interesting opportunities for improvement The aviation sector has been increasing its digitalization, and thus,
in security processes. These improvements are scalable and heavily relying on IT. This has been accelerated because of the
applicable to airports of all sizes. This panel will offer some case global pandemic with the aim of providing improved efficiency,
studies of data and AI use employed and piloted at two major US safety and customer experience. The exponential growth in
airports to enhance the physical security processes for restricted- digitalization makes airports and airlines ‘ juicy targets’ for bad
area access and parking management. The panel will also address actors. Having a robust understanding of the value of embedding
expanding legal and regulatory issues with regard to growing business continuity in each operation is instrumental in helping to
international restrictions on data collection and processing tools. build organizational resilience.
What the audience will learn: 11:50
• How AI can be utilized in conjunction with existing access control PANEL DISCUSSION: INSIDER THREAT TODAY
and camera systems to address nuisance alarms and piggybacking Laxman Moyo, Director Aviation Security, Civil Aviation Authority
• How data programs can work to create greater access to of Zimbabwe, Zimbabwe
restricted areas and promote airport commerce Peter Nilsson, Police Commissioner, Airpol, Sweden
• How data programs can be utilized to enhance passenger Philip Bamber, Vice President Airport Security at Qatar Airways,
screening queueing challenges and reduce vulnerabilities Qatar Airways, Qatar
• How data programs can work to create greater access to Scott Dullard, General Manager Operations, Melbourne Airport,
restricted areas and promote airport commerce Australia
• How a changing international regulatory environment for data Shawn Goudge, Senior Security Specialist, Calgary Airport
collection and processing, including the application of AI, affects Authority, Canada
security programs PANEL MODERATOR: Nicholas Ratledge, Senior Manager,
Security, Safety, and Operations, ACI World, Canada
What types of insider threats are there today? How are the
workforce challenges with regard to new people and rapid staff
09:50 turnover in aviation affecting insider threats? What mitigation
PANEL DISCUSSION: IMPLEMENTING AI/ML strategies are effective? What is the role of a security culture in
AT THE SECURIT Y CHECKPOINT tackling insider threats?
Alan Tan, Senior Vice President, Aerodrome Safety and Aviation
Security, Changi Airport Group, Singapore 12:50 - 14:00
Jeffrey Barrow, Associate Director Aviation Security, Corporate LUNCH
Safety & Security, Greater Toronto Airports Authority, Canada
Paul Evans, Security Technology Manager, Heathrow Airport, UK 14:00
Sander Olivier, Coordinator AVSEC Policy Development Unit, CONVERGENCE OF AIRPORT AVIATION
Ministry of Justice and Security, Netherlands SECURIT Y AND CYBERSECURIT Y
Scott Dullard, General Manager Operations, Melbourne Airport, Shawn Goudge, Senior Security Specialist, Calgary Airport
Australia Authority, Canada
PANEL MODERATOR: Billy Shallow, Director, Innovation and Airport cyber (IT) security and aviation (physical) security have
Technology, ACI World, Canada often been treated separately and often by different airport
This panel highlights the growing applications of machine organizations. New ICAO standards and increased digitalization
learning and artificial intelligence at checkpoints. The panel will and connectivity are helping to transform the service available
discuss what AI/ML is, how it is implemented in the checkpoint, to customers and improving everything from efficiency to
8 www.passengerterminal-expo.comDAY 1 / TUESDAY, MARCH 14, 2023
reliability for regulated operators. The interconnectivity between security-conscious manner. Embedding aviation security as a core
information technology and other processes shows that aviation business value and making security everyone’s responsibility is how
security and cybersecurity should not be in individual silos: they we can achieve a more mature security environment.
need to be integrated, and cybersecurity vulnerabilities need to be
considered in the AVSEC risk assessment process. There is a need 16:15
to converge cybersecurity and AVSEC. MAKING AIRPORTS AT TRACTIVE
WORKPL ACES AGAIN
14:30 Catherine Piana, Director General, Aviation Security Services
CYBER RESILIENCE FOR AIRPORTS FROM A Association international ASSA-i, Belgium
CYBERSECURIT Y AIRPORT PRACTITIONERS’ After Covid-19, airport security services are going through
TRAINING PERSPECTIVE the biggest workforce crisis ever and finding it difficult to get
Nikos Papagiannopoulos, Senior Project Manager, Athens their people back, let alone recruit new ones. Meanwhile, the
International Airport, Greece introduction of security technology, including AI, is accelerating.
Sebastien Peynet, Project Manager, Airbus CyberSecurity SAS This will affect the profiles, skills and training of security officers.
(ACS), France What are some of the ideas and best practices across the EU to
Digital airports are heavily dependent on IT/OT and SCADA- widen the workforce footprint, attract the right profiles and make
based systems. Cyber resilience for those airports is a topic them stay? What is the role of quality, inclusion, diversity and
that is appearing with a higher priority in the agendas of C-level other factors in attracting the new generation? Let’s discuss.
airport professionals. Successful cybersecurity strategies require
that the triad of people (culture, skills, experience), methods 16:45
and technology be sufficiently developed and supported. The TRANSFORMING AVIATION SECURIT Y,
presentation will present the latest advanced cybersecurity STAFFING AND PASSENGER EXPERIENCE
training methods and strategies specifically for airport Jason Hausner, Managing Director, Passenger Facilitation and
cybersecurity practitioners. The use of digital-twins infrastructure Compliance, Delta Airlines, Inc., USA
on specialized and purpose-built cyber ranges with advanced Tom Ripp, CEO, Analogic Corporation, USA
training simulators emulating advanced and complex threats for As airports and airlines seek to rebuild post-Covid-19 and address
airports’ mission-critical systems will be analyzed. challenges in staffing, a redesign of how passengers experience
security offers an opportunity for transformation and operational
15:00 improvements. Attendees will learn how Delta Airlines has worked
CYBER POLICY IN AN EVOLVING THREAT with the TSA and its airport and technology partners to redesign
L ANDSCAPE checkpoint operations and implement new high-throughput
Robert Costello, Chief Information Officer, Cybersecurity and checkpoint screening processes. Delta and Analogic Corporation
Infrastructure Security Agency (CISA), USA will share lessons learned about how advanced aviation security
Yemi Oshinnaiye, Chief Information Officer, Transportation screening and networking technology can improve staffing
Security Administration (TSA), USA productivity, and how changes in security checkpoint design can
The imminent and constantly evolving potential for cyberattacks have major impacts on staffing levels, passenger throughput and
against transportation infrastructure requires continued passenger satisfaction.
vigilance, information sharing and the development of dynamic
policies and capabilities to strengthen our cybersecurity posture. 17:15 - 17:30
Cybersecurity, in particular, remains a key area of concern for WRAP UP
us as the scope of this issue has grown tremendously over TSA’s
20-year history. The presentation will provide insight into how a
government agency conducts the shift and engages with industry, 17:30 - 25TH ANNIVERSARY OPENING DAY PARTY
and will share best practices and lessons learned from this journey. IN THE EXHIBITION HALL, AFTER
THE CONFERENCE
15:30 - 15:45
BREAK
15:45
CULTURE AND HUMAN FACTORS IN
AVIATION SECURIT Y
Dorota Broom, Technical Advisor Aviation Security, CAA
International, UK
“Very well organized and
Kevin Sawyer, Senior Manager – Aviation Security Development, interesting conference”
CAA International, UK
Cheryl Mongie, Terminal Operations Manager,
In the era of rapid technological growth, we need to remember
Lanseria International Airport, South Africa
that our people can be both the strongest and the weakest links in
the system. Understanding human limitations and capabilities is
essential not only to build a strong and effective security culture
but to keep our aviation community safe and secure. To achieve
good security outcomes, promoting an effective security culture
is critical. The key challenge is ensuring all staff think and act in a
@PTExpo #PTExpoConf 9DAY 1 / TUESDAY, MARCH 14 12:50 - 14:00
LUNCH
09:00 - 17:30
14:00
COMMERCIAL DEVELOPMENT, COMMUNICATION STRATEGIES THAT
WORKED DURING THE PANDEMIC
RETAIL, CONCESSIONS, Lay Ling Toh, Associate Director, Corporate and Marketing
Communications, Changi Airport Group (Singapore) Pte Ltd,
MEDIA, EXPERIENCE Singapore
As global travel came to a halt, how could an airport continue to
09:00 engage meaningfully and maintain mindshare among its audience?
INTRODUCTION BY CONFERENCE CHAIR The presentation will share the challenges faced and strategies
Jeremy Corfield, Partner, CPI, Australia deployed to communicate changes in operational processes and
introduce new retail initiatives to a diverse audience residing in
09:05 Singapore as well as all around the world. Even with full travel
VISION 100 AND BRINGING DEN’S recovery anticipated, it is important to be mindful that traveler
COMMERCIAL MASTERPL AN TO LIFE behavior has changed and the business environment continues to
Pamela DeChant, Senior Vice President, Concessions, Denver be volatile.
International Airport, USA
This presentation will explore the evolution of the complete refresh 14:30
of a large commercial program at the current third-busiest airport PHOTOGRAMMETRY: THE SECRET
in the world. DEN went to market with an ambitious airport-wide SAUCE FOR DIGITAL AND PHYSICAL
commercial strategy combined with a genuine investment in the CONVERGENCE
passenger experience. This presentation will show how an airport David Morris, Experiential Consultant, NYCAP3D, USA
originally built for 50 million passengers annually is adapting to a Are you laser-focused on developing a sound strategy for
fast approaching 100 million passengers. digital-physical convergence? Join this presentation to learn
how photogrammetry can help you build a powerful foundation
09:35 for digital-physical convergence and your overall web3 strategy.
THE AIRPORT’S EVOLVING RETAIL Experiential consultant David Morris from NYCAP3D will share
PROPOSITION AND OPPORTUNITIES how this technology can support valuable customer data collection
Fraser Brown, Retail Director, Heathrow Airport Limited, UK and retention, drive more strategic marketing campaigns, elevate
How Heathrow’s retail proposition has evolved through Covid ambassador and influencer strategies and optimize omnichannel
and where the airport sees travel retail’s future direction both experience design.
physically and digitally.
15:00
10:05 INCREASING RETAIL REVENUES
PANEL DISCUSSION: TOPIC AND PANELISTS LEVERAGING FOOTFALL ANALYSIS AND
TO BE ANNOUNCED CONVERSION MONITORING
Candice Cadreils, Chief Commercial Officer, Nice Aéroports Côte
d’Azur, France
10:30 - 10:50 Nice Airport has started analyzing in detail the audience of each
BREAK retail area: footfall, dwell time, destination, airlines, etc. The
commercial team has identified opportunities to increase traffic
10:50 and conversion rates by sharing data with the concessionaires,
DFW’S FRICTIONLESS SHOPPING adapting the opening hours and spoken languages, reviewing the
EXPERIENCE offers and promotions. Our show process, findings and results will
Ken Buchanan, Executive Vice President, DFW Airport, USA be shown.
11:20
A NEW FUTURE FOR DUT Y FREE – A 15:30 - 15:45
SCANDINAVIAN PERSPECTIVE BREAK
Guðmundur Daði Rúnarsson, Chief Commercial and Airport
Development Officer, Keflavik International Airport, Iceland 15:45
EXTIME: A GLOBAL HOSPITALIT Y AND RETAIL
11:50 BRAND
THE ROLE OF TRAVEL RETAIL FOR A GLOBAL Aude Ferrand, Chief Commercial Officer - Non-aero, ADP, France
BEVERAGE BAND Extime is a global franchise brand that encapsulates and amplifies
the strategy and know-how deployed at Paris airports. Based on a
12:20 collection of ‘boutique terminals’ and integrated operating retail
HOW TRAVEL RETAIL PL AYS A KEY ROLE FOR and hospital companies, this new strategy is also driven by the
FASHION AND BEAUT Y BRANDS stimulation of contributing routes as well as a strong and unique
digital ecosystem. Therefore, Extime is an ecosystem that creates
high value.
10 www.passengerterminal-expo.comDAY 1 / TUESDAY, MARCH 14, 2023
16:15
COMMERCIAL DEVELOPMENT FOR THE NEW
GENERATION OF TRAVELERS
Dimitri Xourafas, Commercial Director, Nieuport Aviation,
Canada
The presentation will touch on the new generation of travelers and
their behaviors. It will focus on creating a sense of place, the shift
from traditional retail to experiential retail, and how we design
spaces for the future that hit on senses and experiences.
16:45
NON-AVIATION: KEY SUCCESS FACTORS
FOR FUTURE TERMINAL COMMERCIAL
CONCEPTS
Swapnal Kulkarni-Chouhan, Senior Consultant Commercial,
Munich Airport International GmbH, Germany
The presentation will provide insight into the importance of brand
immersion and experiential marketing that needs to be adopted by
airports. It will focus on curating hybrid commercial concepts by
creating a sense of place for the passengers through experiences,
services and convenience. It will lay emphasis on how gamification
is likely to become a social experience that will help to build an
airport community, the significance of sustainability initiatives
and their impact on commercial revenue, and the importance of
authentic regionality. The audience will be given a glimpse into
Munich Airport’s vision to be a next-level commercial hub and the
new EWR terminal.
17:15
WRAP UP 25 TH
ANNIVERSARY
OPENING DAY
17:30 - 25TH ANNIVERSARY OPENING DAY PARTY
IN THE EXHIBITION HALL, AFTER
THE CONFERENCE
PARTY
MARCH 14, 2023
Taking place in the
USE OUR ONLINE exhibition hall -
SEARCH FACILITY
TO FIND ALL everyone is invited!
TOPICS RELEVANT
TO YOUR ROLE!
“Meeting with people (not virtually) and
trying to brainstorm in another environment,
all together, has made it come alive again.
It’s very, very special”
Sujata Suri, vice president strategy and commercial development,
Hamad International Airport (Matar), Qatar
@PTExpo #PTExpoConf 11DAY 1 / TUESDAY, MARCH 14 10:55
PANEL DISCUSSION: ACCESSIBILIT Y THAT
09:00 - 17:30 THRIVES! FUNDAMENTAL BUILDING BLOCKS
FOR SUSTAINABLE ACCESSIBILIT Y
CUSTOMER SERVICE, PASSENGER Api Appulingam, Deputy Director of Aviation, Capital
Development, Philadelphia International Airport, USA
AND PERSONNEL EXPERIENCE Dennis Iskra, Senior Airport Architect, Charlotte Douglas
International Airport, USA
Katherine Goudreau, Managing Director, Corporate Real Estate,
09:00 American Airlines, USA
INTRODUCTION BY CONFERENCE CHAIRS Kaveh Dabiran, West Regional Director, Planning & Development,
Brian Engle, Director of Customer Experience, , USA Corporate Real Estate, United Airlines, USA
Jerry Angrave, Customer and Passenger Experience Director, PANEL MODERATOR: Michael Spitzer, VP, Senior Airport
Empathyce Customer Experience, UK Terminal Architect, RS&H, USA
The panel will examine the global shift in the way people, live, work
09:05 and interface with air travel. From accounts based on first-hand
STRIVING FOR THE STARS experiences of US airports and airlines, which are transforming the
Julie Collins, Director, Customer Experience and Brand Strategy, passenger experience for the world’s largest minority community.
Seattle-Tacoma International Airport, USA As passengers return to flying, two large hub airports and two of
Establishing a new airport customer service department can be a the world’s largest legacy airlines share how they expanded access
daunting challenge. Seattle-Tacoma International Airport began by transforming spaces, communications and attitudes toward
this journey in 2018 by developing a clear vision and foundational achieving a comprehensive point-to-point journey for all. The
building blocks. Hear about the incremental steps SEA took to panel will open the playbook on accessibility and discuss the latest
achieve a Skytrax four-star rating by utilizing customer feedback, successes, innovations and opportunities as well as some lessons
developing a comprehensive S-T-A-R-S framework, and the learned.
ongoing efforts to inspire cross-airport staff collaboration. With
the motto ‘Every Day, Elevate’, SEA shares how its obsession What the audience will learn:
with serving customers – and recognizing employees – can be • Explore how US airports and airlines work together to provide an
replicated at airports large and small. equitable journey for all travelers
• Examine the fundamental building blocks for greater
09:35 accessibility for all. Successes, challenges and failures
AIRPORT CUSTOMER EXPERIENCES: GET • Resolving travelers’ physical and psychological challenges inside
READY FOR THE FUTURE NOW brand-new and 70-year-old facilities
Kathy Haley, Chief Customer Experience Officer, Port Authority • Learn how various awareness programs can help open doors
of New York & New Jersey, USA • Top US airports and airlines open their playbooks toward building
The past two years have seen a dramatic shift in customer needs, a sustainable accessibility culture
expectations and behaviors. With benchmarks for excellence
higher than ever before, airports must be prepared to readily
anticipate customer needs and provide exceptional experiences. 11:55 - 13:15
The Port Authority of New York & New Jersey is investing LUNCH
US$30bn to reimagine and revitalize North America’s largest
airport system. Integrated into this massive undertaking is
ensuring that John F. Kennedy International (JFK), LaGuardia 13:15
(LGA), New York Stewart International (SWF) and Newark CUSTOMER EXPERIENCE IN A POST-
Liberty International (EWR) airports are future-ready to respond PANDEMIC WORLD
to rapidly changing customer needs and provide world-class Dimitri Coll, VP Airport Customer Experience, ACI World,
customer experiences. Canada
This presentation will present the results of the ASQ 2022
10:05 Global Traveller Survey, revealing the highest intention to travel
COMMUNIT Y-BASED COLL ABORATION by passengers since the beginning of the pandemic: 86% of
ON THE ACCESSIBILIT Y OF PORTL AND respondents are planning to travel by air in the year to come. The
INTERNATIONAL AIRPORT removal or loosening of many barriers and crisis measures clearly
Irene Ng, Senior Manager of Site Facility and Design, Port of contributed to these results. This presentation will highlight new
Portland, USA passenger behaviors and expectations, the overall perception
PDX access: collaborating with community members of different of the pandemic, the main barriers to travel, intention to travel
abilities to provide feedback on the built and to-be-built and traveler profiles. We will present airport opportunities from
environment. Sharing lessons learned on incorporating committee sustainability approaches to technology.
recommendations into the design and outcomes of customer
service pilot programs. 13:45
CEX POST-COVID – RESTARTING DAKAR’S
CULTURAL PROGRAM AT THE AIRPORT
10:35 - 10:55 Yacine Kebe, Director Safety Environment Quality, LAS - Dakar
BREAK Blaise Diagne Airport, Senegal
One of the key strategic objectives of Dakar Airport is to be a
12 www.passengerterminal-expo.comDAY 1 / TUESDAY, MARCH 14, 2023
cultural hub, to promote Senegal as a destination and develop The presentation will share Heathrow Airport’s current strategy
a sense of place throughout the passenger journey and the and approach to creating an inclusive culture for our colleagues.
different stakeholders, Balancing the post-Covid expectations We will share some of the key activities and successes we have
from passengers while offering a unique cultural experience is the been delivering to improve ED&I. We will share how these fit with
challenge we are facing now. our wider people agenda and the impact they have on our people.
We will share how our diversity networks support the wider ED&I
14:15 agenda and the success they have had.
CUSTOMER-CENTRIC CULTURE AND
PERSONALIZED AIRPORT JOURNEY 16:00
Roaya Ahmed, Senior Officer - Customer Experience, Bahrain IMPLEMENTATION OF DYNAMIC
Airport Company, Bahrain WORKFORCE PL ANNING FOR PASSENGER
Bahrain Airport Company inaugurated a new passenger terminal SERVICES @FRA
building in 2021, considering an elevated passenger and staff Hannah Aldinger, Project Manager Digitalization, Fraport,
experience. Transitioning from a friendly, efficient yet old terminal Germany
facility, the new PTB is four times bigger and carries the blend Lana Jansen, Founder, WePlan Software GmbH, Germany
of efficiency from the legacy terminal, embedded with brand- A project initiated by Fraport’s Digital Factory concept. The
new equipment, facilities and cutting-edge technology. This goal was to find a solution to supply a digital, dynamic, next-gen
presentation will showcase the steps taken to create a sustainable workforce management solution for Fraport’s passenger services
customer experience culture at BIA among all stakeholders unit. The solution needed to consider flight schedules and their
and the efforts made to soon be a benchmark in the region for continuous changes, process times and airline SLAs to determine
efficiency and friendliness. the workforce needs dynamically and then consider union rules
and foremost the workforce’s wishes to design ideal shift plans
14:45 while optimizing workforce utilization.
PANEL DISCUSSION: KEEPING A FINGER ON
THE CUSTOMER’S PULSE 16:30
Karen Ellis, Chief Customer Experience Officer, San Antonio PANEL DISCUSSION: THE FUTURE AIRPORT
International Airport, USA WORKFORCE – COMPETING FOR TALENT IN
Joanne Paternoster, CEO, Butterfly Consulting, USA A GLOBAL MARKETPL ACE
PANEL MODERATOR: Sevda Fevzi, Associate, Customer Hayden Newton, General Manager, Airports Authority of Trinidad
Experience and Business Development, Modalis Infrastructure and Tobago, Trinidad & Tobago
Partners Inc. - Richmond, BC, Canada Ken Buchanan, Executive Vice President, DFW Airport, USA
The last several years have shifted the needs, wants, points of Jason Inniss, Director, Airport Operations, Bermuda Skyport
delight and frustration of airport customers and airport personnel Corporation Ltd., Bermuda
in dramatic ways. Some of those shifts had been coming for some Nandita Bhatt, Airport Director, Udaipur Airport - GM Architect,
time and others happened almost overnight. This presentation AAI, India
highlights important issues such as what the recent changes Peter Gargiulo, President, 4QD Strategy Consulting LLC, USA
in passenger behavior mean for airport customer experience PANEL MODERATOR: Paul Behnke, Senior Associate-Industry
management; what motivates today’s airport personnel to show Knowledge, Aviation Strategies International, USA
up and delight the customer; and what are the new ‘wow’ factors The panelists will focus on future workplace issues including
for today’s airport personas. Finally, are the tried-and-true basic recruiting and retaining talent; cross-border competition for
services still applicable or have these changed too? skilled workers; creating agile airport structures that can pivot to
address new challenges; an increasing focus on work/life balance;
What the audience will learn: meeting the challenges of the triple bottom line; equity issues
• Definition of who the airport customers are and how they have in the workplace; hiring and assimilating employees hired from
changed in recent times outside the aviation sector. Case studies will be provided by senior
• How have recent times shifted past passenger personas? airport executives from India, the USA and the Caribbean.
• How does an airport best prepare its employees, whose needs
have also changed, to deliver service excellence? What the audience will learn:
• What do the recent changes in customer behavior mean for • How airports can compete in a highly competitive and borderless
airport customer experience management? labor market
• What are the current airport customer experience basics/ • Implications of the shift to remote or hybrid work – scenarios
fundamentals? What are the new airport ‘wow’ factors for • Creating an airport culture that focuses on work/life balance for
customers? employees
• How the triple bottom line is increasingly seen as a valid
benchmark to measure the airport’s social responsibility
15:15 - 15:30 • Understand the generational and demographic shifts that are
BREAK reshaping the airport workforce
15:30
EQUALIT Y, DIVERSIT Y AND INCLUSION AT
HEATHROW 17:30 - 25TH ANNIVERSARY OPENING DAY PARTY
Adam Sunderland, Head of Equality, Diversity and Inclusion, IN THE EXHIBITION HALL, AFTER
Heathrow Airport, UK THE CONFERENCE
Anita Chagar, Diversity Network Lead, Heathrow Airport, UK
@PTExpo #PTExpoConf 13You can also read
