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100+ sponsors

& exhibitors

150+ conference

speakers

1000+ conference delegates

2,000 attendees

27–28 Feb 2018 Singapore

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AGENDA AT A GLANCE Being our 14th year we have fine-tuned Aviation Festival Asia year on year to create a truly world class production. Across the 2 days of the event, we gather senior airline and airport executives in high-level, business-focused discussions built around the big issues facing the industry – ranging from future market outlook to passenger experience, marketing and digital innovation. For your further information, please review the 2017 post-event report here. In 2018, we are expecting to welcome over 150 conference speakers, 1,000 conference delegates and 2,000 attendees, continuing to make it the largest commercially-focused Aviation event in Asia.

DAY ONE

OPENING KEYNOTE PLENARY SESSION

Organiser’s opening remarks

Chairperson’s opening remarks

Keynote Interviews

Keynote Panel

Speed Networking @ Luncheon Area

Exhibition Visit, Networking & Refreshments

NEW BUSINESS MODELS CMO INSIGHTS SELF-SERVICE PASSENGER FLOW MANAGEMENT RECRUIT DEFINING YOUR RETAIL STRATEGY CIO INSIGHTS

Networking Lunch & Exhibition Visit DISTRIBUTION (1) DIGITAL MARKETING CONNECTIVITY & IFE (1) SECURITY DEVELOP PAYMENT TECHNOLOGY ENTERPRISE MOBILITY

DISTRIBUTION (2) ANALYTICS CONNECTIVITY & IFE (2) BAGGAGE HANDLING RETAIN DIGITAL RETAILING NEXT-GEN PASSENGER SYSTEMS

Exhibition Visit, Networking & Refreshments

ROUNDTABLE DISCUSSION SESSION

KEYNOTE PLENARY SESSION

Closing keynote panel: India’s aviation: Towards a sustainable growth

Closing keynote panel: China’s aviation: Reaching new heights (Chinese-English simultaneous translation)

Networking Drinks Reception

DAY TWO

OPENING KEYNOTE PLENARY SESSION

Organiser’s opening remarks

Chairperson’s opening remarks

Keynote Interviews

Keynote panel

Exhibition Visit, Networking & Refreshments

REVENUE MANAGEMENT LOYALTY CABIN EXPERIENCE AIRPORT DESIGN (1) DATA, CLOUD & MANAGING IT SYSTEMS

Networking Lunch & Exhibition Visit

ROUTES & REGIONS (1) SOCIAL COMPLAINT MANAGEMENT AIRPORT DESIGN (2) DISRUPTIVE TRENDS & EMERGING TECHNOLOGIES

ROUTES & REGIONS (2) BRAND NEW TECHNOLOGIES NEW TECHNOLOGY & AUTOMATION DATA PROTECTION & CYBER SECURITY

Exhibition Visit, Networking, Refreshments

Close of Aviation Festival Asia 2018

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Be our speaker in 2018 Contact phu.nguyen@terrapinn.com

CONFIRMED SPEAKERS for 2018: 1. Dieter Vranckx, Vice President, Sales Asia Pacific, Lufthansa Group Airlines 2. Skúli Mogensen, Founder & Chief Executive Officer, WOW air 3. Nguyen Thi Thuy Binh, Vice President, VietJet Air 4. Joe Leader, Chief Executive Officer, APEX (Airline Passenger Experience Association) 5. Ali Al-Hamdany, Chief Executive Officer, Fly Baghdad 6. Jude Schramm, Chief Information Officer, GE Aviation 7. Shen Zeyou, Director, Marketing Division, China Southern Airlines 8. Masanao Tomozoe, President & Chief Executive Officer, Central Japan International Airport 9. Dikko Nwachukwu, Founder & Chief Executive Officer, jetWest Airways 10. P. S. Nair, Chief Executive Officer, Corporate, Airports Sector, GMR Airports 11. Declan Hogan, Chief Information Officer, AirAsia 12. Mohd Rozainol Bin Mohd Bahari, Head of Group Treasury and Aircraft Finance, AirAsia Group 13. Kenneth Chang, Senior Vice President, Chief Information Officer, Korean Air 14. Chamara Perera, Head of Information Technology / Chief Information Officer, SriLankan Airlines 15. Achmad Royhan, VP of IT / Chief Information Officer, Citilink Indonesia 16. Juha Järvinen, Chief Commercial Officer, Finnair 17. Prof. Kemal Yuksek Phd., President, Turkish Aviation Academy, Turkish Airlines 18. Katri Harra-Salonen, Chief Digital Officer, Finnair 19. Con Korfiatis, Chief Executive Officer, flyadeal 20. Andrew Cowen, Chief Executive Officer, U-FLY Alliance 21. George Liu, Chief Marketing Officer, Hong Kong Airlines 22. Brett McDougall, Executive General Manager, Sales and Marketing, Royal Brunei Airlines 23. Peter Wiesner, Adviser to Board of Director and Network Management, Bangkok Airways 24. Carlos Jovel, Vice President, Revenue Innovation, LATAM Airlines Group 25. Patrick Murphy, Executive Advisor, Peach Aviation 26. Mark Ross-Smith, Head, Loyalty & Enrich, Malaysia Airlines 27. Sainursalwa Sani, Head Strategic HR Management, Malaysia Airlines 28. Steven Greenway, Chief Executive Officer, reward-U, Deputy Chief Executive Officer, U-FLY Alliance 29. Nuno Costa, Marketing and Sales Director, Cambodia Airports 30. Yang Haijun, General Manager of Marketing & Sales Department, China West Air 31. Nik Laming, General Manager, Loyalty Division, Cebu Pacific Air 32. Rick Howell, Chief Operations Adviser, Cebu Pacific Air 33. Peter Pohlschmidt, Head of Digital, Malaysia Airlines 34. Mio Yamamuro, Deputy CEO / Senior Executive Vice President, Vanilla Air 35. Marc Cavaliere, Chief Commercial Officer, Fiji Airways 36. Yevgeniya Ni, Vice President, HR & Administration, Air Astana 37. Kenneth Andersson, Head of Innovation and Product Transformation, AirAsia 38. Yeoh Sai Yew, Head People Department, AirAsia X Berhad 39. Spencer Lee, Head of Commercial, AirAsia Berhad 40. Catherine Goh, Regional Head of Inflight, AirAsia 41. Fatou Gueye, Head of Product Economy & Premium Economy, Air France 42. Delphine Barault, Vice President Business Development & Commercial Partnerships, Air France-KLM 43. Senior representative, Air France-KLM 44. James Blake, Regional Manager Australia & New Zealand, Air Mauritius 45. Youvraj Seeam, E-Sales & Product Manager, Commercial (E-Commerce), Air Mauritius 46. Jiří Marek, Vice President Alliances & Ancillary, Alitalia 47. Yusaku Osumi, Senior Director of Products and Services Strategy, All Nippon Airways 48. Jennifer Tan, Senior Project Manager, Customer Solutions Customer Service Recovery, American Airlines 49. Thomas Gunther, Manager Customer Service (Int'l), American Airlines 50. Kevin Kajitani, Intrapreneur, Digital Design Lab, ANA Holdings 51. Akira Fukabori, Intrapreneur, Digital Design Lab, ANA Holdings

52. Dr. Julian Fischer, Innovation Management, Austrian Airlines 53. Javed Malik, Chief Operating Officer, Bangalore International Airport 54. Raj Andrade, Vice President of Business Development, Marketing and Strategy, Bangalore International Airport 55. Ping Na Thalang, Human Resources Advisor, Bangkok Airways 56. Gautier Parfait, Flight Operations Training Coordinator, British Airways 57. Catherine B. De Leon, Director – Programme Management Office, Cebu Pacific Air 58. Yoshiaki Bito, Senior Vice President, Commercial/Corporate Planning, Central Japan International Airport 59. Lim Ching Kiat, Managing Director Airhub Development, Changi Airport Group 60. Poh Li San, Vice President, Terminal 4 Programme Management Office, Changi Airport Group 61. Quynh Thai Le, Senior Associate Director, Changi Airports International (CAI) 62. Teo Chin Leong, Director and Head, Traffic Development & Market Analysis, Consultancy, Changi Airports

International (CAI) 63. Eve Liebetrau, Executive Manager of Human Resource, Comair 64. Mohammad Ali Dada, Head of Group Internal Audit, Etihad Airways 65. Izra Izzuddin, Vice President Marketing & Communications, Firefly 66. Kee Wai Koo, Assistant Manager Ancillary Revenue & Firefly Holiday, Firefly 67. Mark Turner, Chief Commercial Officer & Corporate Development Director, FMI Air 68. Radoslaw Dutkowski, Director Ancillary & Product, flynas 69. Satyendra Pandey, General Manager, Strategy & Planning, Go Air 70. Amir Miraj, Senior Airport Manager, Go Air 71. Siberg Katja, Senior Vice President, Marketing and Corporate Communications, Helsinki Airport Finavia 72. Jonathan Hutt, Commercial Director, HK Express 73. Pacino Qin, Head of Ancillary Revenue and Head of Hong Kong Airlines Holidays, Hong Kong Airlines 74. Manish Sinha, Chief Operating Officer, Hyderabad International Airport 75. Conrad Clifford, Regional Vice President – APAC, IATA 76. Yanik Hoyles, Director, New Distribution Capability (NDC) Program, IATA 77. Amine Boulaghmen, Head of IATA Settlement Services Product Portfolio, IATA 78. Jurgen Renner, Project Lead – Level of Service, IATA 79. Rifai Taberi (Pay), Commercial Director, Indonesia AirAsia 80. Octavianus Tana, Continuous Improvement Manager, Indonesia AirAsia 81. Capt. Rajeev Bhalla, Fleet Supervisor, Standards & Quality Assurance, Line Training Captain & Cadet Pilot Inductions,

IndiGo 82. Akira Mitsumasu, Vice President, Marketing & Strategy, Asia & Oceania Region, Japan Airlines 83. Narendra Mansukhani, Head of Guest Experience, Jet Airways 84. Avinash Jagtiani, Manager Strategy and Business Transformation, Jet Airways 85. Kaushal Satam, Head of Loyalty Operations, Jet Privillege 86. Gregory Jamet, Chief Commercial Officer, Aero, Kansai Airports 87. Guido van Til, Vice President of Digital Strategy, Air France – KLM 88. Khounphon Philakone, Deputy Director of ICT & E-Commerce, Lao Airlines 89. Thomas Laxar, Director, Product Management (In Flight Entertainment and Connectivity, Content & Portal),

Lufthansa Group Hub Airlines I Austrian, Lufthansa, SWISS 90. Adli Md Dahalan, Senior Manager, IT Division - IT Portfolio Management, Malaysia Airlines 91. Hidehisa Matsumoto, Senior Manager, Corporate Strategies & Planning, Planning Department, Narita Int’l Airport 92. Tomoya Miyauchi, Supervisor, Facilities Planning, Airport Planning Department, Narita Int’l Airport 93. Narudh Cheramakara, Director of Market Development, Nok Air 94. Asad Bukhari, Dy General Manager ICT, Pakistan International Airlines 95. Raheel Ahmed, Chief HR Officer, Pakistan International Airlines 96. Muhammad Osama Sheikh, Project Manager, Information & Communication Technology, Pakistan International

Airline 97. Jessica Abaya, Chief Customer Experience Officer, Philippine Airlines …(see more next page)

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98. Maria Antonia H. Llamzon, Vice President, Human Capital Department, Philippine Airlines 99. Mayette Casanova, Assistant Vice President - Loyalty Program, Philippine Airlines 100. Faik Fahmi, President Director, PT. Angkasa Pura I 101. Zaeem Shaukat Mirza, Global Head - Online Marketing Channel, E-Commerce, Qatar Airways 102. Saud Alsabhan, Marketing Director, Riyadh Airports Company 103. Hervé Gueusquin, Chief Executive Officer, SAGA - Sahel And Gulf Airlines 104. Saleh Bukhari, Ancillary Projects Manager, Saudia Airlines 105. Per Lilie, Head of Digital Product SAS Growth, Scandinavian Airlines 106. Trevor Spinks, Head of Sales & Distribution, Scoot 107. Bharath Mahadevan, India Head, Scoot 108. Marc Rachfahl, Online Sales Manager, Scoot 109. Tomasz Ostojski, Director of Inflight Services Department, Small Planet Airlines 110. Kamal Hingorani, Senior Vice President & Head of Inflight Services and Customer Experience, SpiceJet 111. Jefferson Jauwena, Corporate Planning and Business Development Director, Sriwijaya Air 112. Zafer Babur, Vice President, Operation Solutions, Turkish Airlines 113. Curtis Willmore, Manager - Distribution Corporate Strategy, United Airlines 114. Patrine Tay, Marketing Business Development Director, Asia-Pacific, VINCI Airports 115. Ravinder Pal Singh, Chief Information & Innovation Officer, Vistara 116. Pascal Bélanger, Vice President & Chief Commercial Officer, Winnipeg Airports Authority 117. Joaquín Alviz, Chief Operating Officer, 3D SeatMapVR 118. Nicholas Key, Chief Executive Officer, 15below 119. Laurent Safar, Chief Executive Officer, Adaptive Channel 120. Derek Byrne, Technical Director, AeroAid 121. Sam Sprules, Director, AeroProfessional 122. Agnès Debains, Co-founder, airfree 123. Kresimir Budinski, Founder & Managing Director, AirTicketArena 124. Ron Chapman, President, AS-IP Tech 125. Gianni Cataldo, Director Research Development 7 Business Development, ATPCO 126. Erick Morazin, Senior Vice President Global Travel, AXA Partners 127. Tyler Smith, Professor (Senior Lecturer) & Division Leader, Department of Family and Consumer Sciences, Baylor

University 128. Rishaad Salamat, Anchor, Bloomberg 129. Rahul Kapoor, Asia Pacific Transportation Analyst, Bloomberg Intelligence 130. Jonathan Newman, Commercial Director, Caravelo 131. Thomas Jaeger, Chief Executive Officer, ch-aviation 132. Mahmud Khan, Chief Executive Officer, Clarus LLC 133. Marko Javornik, Vice President / General Manager, Mobility & Travel, Comtrade Digital Services 134. Alex Rogers, Head of Global Partnerships, conxxe 135. David Gunnarsson, Chief Executive Officer, Dohop 136. Chris Baldwin, Commercial Director, Dohop

137. Borry Vrieling, Founder & Managing Director, Eezeetags 138. Kim Chua, Assistant Professor, Embry-Riddle Aeronautical University 139. Seth Cassel, President, EveryMundo 140. Gian Caprini, Head of Digital Marketing, Expedia Affiliate Network 141. Trevor Lea, Managing Director, Flitetec & FliteTrak 142. Chris Armstrong, Regional Director, Asia, HappyOrNot 143. Mark Thomas, Editor, LARA Portfolio, HMG Aerospace 144. Semra Kandemir, IT Director, Hitit Computer Services 145. Csaba Gergely, Senior ATM Advisor, HungaroControl 146. Aaron Tan Dani, Chairman, IASA APAC 147. Altay Fellah, Vice President, Business Development, INFORM GmbH 148. Otto Gergye, Vice President of Asia Pacific, Inmarsat 149. Christian Hylander, Advisor Vice President, Airline Vertical, Mastercard 150. Philipp Jacke, Managing Director, Media Carrier 151. Manish Yadav, Instructor & Member, IATA, Assistant Professor, Faculty of Aviation Management /Airport

Operations, Modern College of Business & Sciences, Oman 152. John Aitken, Head of Asia Pacific Product, Navitaire 153. Capt. Vijay Lama, Senior Advisor, Northern Light Academy of Aviation and Technology (NAAT), Kathmandu,

Nepal 154. Senior representative, OpenJaw 155. Ajanthan Mani, Product Manager, GoQuo 156. Jon Norris, Senior Director, Corporate Sales & Marketing, Panasonic Avionics Corporation 157. Ralf Cabos, Chairman, PaxLife 158. Jonathan Song, Business Development Director, Plaza Premium Group 159. Michael Barrera, Chief Product Officer, Radixx International 160. Adrian Hamilton-Manns, Managing Director – Asia, Radixx International 161. Ramanathan Mohandas, Programme Chair Diploma in Aviation Management (DAVM), Republic Polytechnic 162. Michael Peters, Vice President of Product, Revenue Management Systems 163. Shashank Nigam, Chief Executive Officer, SimpliFlying 164. Byron Gardiner, Executive Director, Treasury Solutions, Transaction Banking, Standard Chartered Bank 165. Siva Vajjhala, Chief Executive Officer, TPF Software Incorporated 166. Sarah Borsoi, International Partnerships Manager, TravelCar 167. Joseph Wang, Chief Commercial Officer, TravelDaily China 168. Brett Henry, Chief Executive Officer, Travel Daily Media 169. Mike Mullenger, Technical Sales Manager, Security Products, Trenchard Aviation 170. Dr. Salman Khan, Researcher, Toulouse Business School 171. Andrea Giuricin, Adj. Professor (Transport Management), University Milano Bicocca Italy, Adj. Professor

(Marketing Management), University of Minnesota, Michigan State University, and University Southern California 172. Linus Goh, Business Development Director, Worldpay …and more

Day One – Tuesday 27th February, 2018

OPENING KEYNOTE PLENARY SESSION

08:45 Organiser’s opening remarks

08:50 Guest of Honour’s opening remarks

Lim Ching Kiat, Managing Director Airhub Development, Changi Airport Group

09:00 Keynote Interviews: Get to the heart of today’s complex aviation issues with the expertise and vision that only industry leaders can provide. Join us for a series of exclusive interviews, where leaders of major airlines, airports and organisations outline what it takes to succeed, and how they are planning to keep succeeding as the industry continues to ‘fly’ forward. Find out their thoughts on what the major game changers will be, how they are continuing to innovate their business models to remain competitive and their plans for the future of their airline.

09:00-09:15: Interview with Skúli Mogensen, Founder & Chief Executive Officer, WOW air

09:15-09:30: Interview with Katri Harra-Salonen, Chief Digital Officer, Finnair

09:30-09:45: Interview with Joe Leader, Chief Executive Officer, APEX (Airline Passenger Experience Association)

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INTERVIEWER: Rishaad Salamat, Anchor, Bloomberg

09:45 Keynote Panel: Aviation Leaders Panel: How can airlines guarantee future success? Asia Pacific remains a standout growth market for the aviation industry, with the strongest growth rate and many relative new comers. Following their in-depth interviews, these leaders come together to debate some of the major challenges facing the sector, including:

What are the key strategic and commercial issues driving the future of aviation in Asia?

What is the future of competition for both FSCs and LCCs in the long-haul low-cost market?

How to keep revenues ahead of costs where a lot of the costs are outside of your control?

Airport congestion and how to handle growth, boost profits and control costs?

Customers want to pay a sensible price but still have growing expectations. How can the industry cope with the best-in-class expectations, while seeking sustainable profitability?

What are the major trends in ancillary, distribution and technology (e.g. AI, robotics, and IoT) unlocking growth for the industry?

PANELLIST:

Joe Leader, Chief Executive Officer, APEX (Airline Passenger Experience Association)

Katri Harra-Salonen, Chief Digital Officer, Finnair

Skúli Mogensen, Founder & Chief Executive Officer, WOW air MODERATOR:

Rishaad Salamat, Anchor, Bloomberg

10:30 Speed Networking @ Luncheon Area

10:45 Exhibition Visit, Networking & Refreshments

NEW BUSINESS MODELS CMO INSIGHTS SELF-SERVICE PASSENGER FLOW MANAGEMENT

RECRUIT & TRAIN DEFINING YOUR RETAIL STRATEGY

CIO INSIGHTS

Chairperson: Quynh Thai Le, Senior Associate Director, Changi Airports International (CAI)

Chairperson: Shashank Nigam, Chief Executive Officer, SimpliFlying

Chairperson: Brett Henry, Chief Executive Officer, Travel Daily Media

Chairperson: Chris Armstrong, Regional Director, Asia, HappyOrNot

Chairperson: Ramanathan Mohandas, Programme Chair Diploma in Aviation Management (DAVM), Republic Polytechnic

Chairperson: Adrian Hamilton-Manns, Managing Director, Asia, Radixx International

Chairperson: Jude Schramm, Chief Information Officer, GE Aviation

11:20 11:20-12:00 Panel: The rise of long-haul low-cost carriers Low-cost, long-haul airlines are to reach critical mass. A new generation of discounters equipped with more-efficient jets and using the Internet to tap markets closed to their forerunners is set to endure and challenge the long-haul dominance of network carriers. Are we ready yet for this phenomenon that will keep on going and developing?

On what terms can the long-haul LCCs prosper?

Which markets should we serve?

How can we compete on routes served by established FSCs?

How can widely low-cost long-haul be profitable, especially on some less popular destinations?

PANELLIST:

A clearly defined marketing strategy is pivotal to acquiring and retaining customers. Join aviation marketing leaders at this session as they uncover the secrets to their marketing success. 11:20-11:30: Interview 1 George Liu, Chief Marketing Officer, Hong Kong Airlines 11:30-11:40: Interview 2 Brett McDougall, Executive General Manager, Sales and Marketing, Royal Brunei Airlines 11:40-11:50: Interview 3 Marc Cavaliere, Chief Commercial Officer, Fiji Airways 11:50-12:00: Interview 4

The next frontier for check-in: Everything self-service? Everything mobile? Making the case for mobility,

biometrics, e-tags and smart tokens

Next generation technologies in check-in to enhance customer experiences and efficiencies at the airport

How to make self check-in solutions affordable and scalable

Joe Leader, Chief Executive Officer, APEX (Airline Passenger Experience Association)

Removing bottlenecks and improving the passenger flow

Narita International Airport will join us to share their new technology initiatives for passenger services including brand-new interactive signages and high-precision positioning using i-beacons, to name a few. Also, they will share their fast travel initiatives including self bag drop installation and passenger flow management.

Implementing technology (biometric, mobile check-in, etc.) to remove passenger pain points at the terminal

How to improve airport customs and security processes

Smart ideas to solve unacceptably long queues

How will this trend continue? Will the APAC start to see more acceptance and

New training methods to tackle human factors Main human factors currently

facing the aviation industry

How to minimise negative and poor human factors in training and learning process

How are training courses keeping up-to-date as practices and technologies evolve?

Defining new training methods (including choices of instructors, instruction style, instructional techniques, and technologies to be adopted)

Prof. Kemal Yuksek Phd., President, Turkish Aviation Academy, Turkish Airlines

Business transformation: Opportunities in airline catering

Making the business case for airline catering and why we need to transform this area?

Meals sold on LCCs vs. conventional meals on FSCs: Discussion on catering costs to the airline business, defining the opportunity that exists

Under catering: Opportunities on red eye flights

Weight reduction opportunities: Surplus reusable items

What is the next trends of airline catering? If you could make one radical change to airline’s

The whole tech industry is changing at a phenomenal pace right now. Airlines and airports obviously need to do the same to accelerate a lot of what we are doing. This is driving CIOs to enable a faster transformation within the company. We invite leading CIOs to share insights on what impact the digital revolution will continue to have in the airline industry, how to move fast and think big.

11:20-11:30: Interview 1 Kenneth Chang, Senior Vice President, Chief Information Officer, Korean Air 11:30-11:40: Interview 2 Declan Hogan, Chief Information Officer, AirAsia

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Rick Howell, Chief Operations Adviser, Cebu Pacific Air

Dikko Nwachukwu, Founder & Chief Executive Officer, jetWest Airways

Con Korfiatis, Chief Executive Officer, flyadeal

Patrick Murphy, Executive Advisor, Peach Aviation

MODERATOR:

Rahul Kapoor, Asia Pacific Transportation Analyst, Bloomberg Intelligence

12:00-12:40: Panel: CMO insights: What makes a winning global marketing strategy? Topics for discussion include:

Is it digital or nothing? How is the game changing in aviation marketing?

Chatbots, automation and AI: How are these technologies changing the way we do marketing?

How much of a role should external agencies play in your marketing strategy?

With the customer journey becoming increasingly complex and touching many marketing channels, how can you identify the best way to spend your budget?

Just how important are analytics and big data in a successful marketing strategy?

How do you make your marketing campaign stand out when you are faced with more competition than ever before?

What do you believe is the most important factor in building a global marketing strategy?

PANELLISTS:

Marc Cavaliere, Chief Marketing Officer, Fiji Airways

George Liu, Chief Marketing Officer, Hong Kong Airlines

Brett McDougall, Executive General Manager, Sales and Marketing, Royal Brunei Airlines

Additional panellist to be announced

MODERATOR:

Shashank Nigam, Chief Executive Officer, SimpliFlying

utilisation of biometric identification?

Hidehisa Matsumoto, Senior Manager, Corporate Strategies & Planning, Planning Department, Narita International Airport

approach to F&B, what would it be?

Mohammad Ali Dada, Head of Group Internal Audit, Etihad Airways

11:40-11:50: Interview 3 Chamara Perera, Head of Information Technology / Chief Information Officer, SriLankan Airlines 11:50-12:00: Interview 4 Achmad Royhan, VP of IT / Chief Information Officer, Citilink Indonesia Interviewer: Jude Schramm, Chief Information Officer, GE Aviation 12:00-12:40: Panel: Digitising the airline business How much should airlines

digitise their business? What’s at stake if we don’t?

If the benefits of digitising the airline business are clear, how should we execute it? What are the holdbacks? What are the key areas we need to focus on?

Overcoming legacy systems and legacy mindsets

What are the tech trends that we can tap on to make a big difference? How to balance innovation versus budgeting?

What will be the travel’s next big things? How should we prepare for the next disruptions coming from new emerging technologies, such as AI, robotics, IoT?

PANELLISTS:

Declan Hogan, Chief Information Officer, AirAsia

Kenneth Chang, Senior Vice President, Chief Information Officer, Korean Air

Achmad Royhan, VP of IT / Chief Information Officer, Citilink Indonesia

Chamara Perera, Head of Information Technology / Chief Information Officer, SriLankan Airlines

MODERATOR:

Jude Schramm, Chief Information Officer, GE Aviation

11:40 12:00-12:40 Panel: Alliances, partnerships & JVs: Opportunities and challenges of cooperation

To attract every passenger in highly competitive markets, FSCs and LCCs are having to learn how to cooperate with each other across many new platforms and in new ways. Three global alliances are also looking at incorporating LCCs. However cooperating is not always easy and the costs versus benefits may initially look unattractive.

What do LCC alliances mean for FSCs and other travel partners? What are plans for deeper co-operation in strategy in the future?

LCCs joining global alliances: Are there enough benefits for both new and existing members, especially FSCs?

What are the other evolving forms of partnership? What is the future for cross-border JVs?

PANELLISTS:

Juha Järvinen, Chief Commercial Officer, Finnair (member of oneworld)

Andrew Cowen, Chief Executive Officer, U-FLY Alliance (Eastar Jet, HK Express, Lucky Air, Urumqi Air, and West Air)

Ali Al-Hamdany, Chief Executive Officer, Fly Baghdad

Additional panellist to be announced

MODERATOR:

David Gunnarsson, Chief Executive Officer, Dohop

Self-boarding: Creating a smoother journey to the aircraft Assessing its impact on

passenger experience

How about the cost of implementation?

Ensuring accuracy and security

What have you learnt? From technology to people challenges

RESERVED for IER

Panel: Creating a seamless on-the-ground experience This session looks at ways airports and airlines can build more reliable paths to true passenger personalisation, reinforce brand, build strong customer relationships, empower front-line personnel, tools and technologies to respond appropriately to customer needs, and raise purchase rates of ancillary and a-la-carte products and services. Mapping out the end-to-end

passenger experience: What areas do we need to focus on most? What areas do we focus on next? How can airlines and airports better collaborate?

Deploying beacons, wearables, VR and other automated technologies: How to make them work? What are the capability gaps we are facing? What steps to take now to achieve a seamless ground experience?

What emerging tools do you see having a big impact on the ground experience?

Converting captured data to capital: What are the opportunities for ancillary revenues?

What can we learn from other industries (e.g. hospitality, logistics and gaming) to translate experience into loyalty and increase repeat business?

Who is doing it right? Which strategies work best and how they would further improve?

PANELLISTS:

11:40-12:00 Talent succession planning Understanding how the next-

gen workforce prefer to work and excel

Structuring development programmes to nurture home-grown leaders

Getting to know the talent outside the aviation industry, especially for skills around social, mobile, analytics, cloud and retail?

Which forms of collaboration do we have to think about to sustain a talent pipeline? Where does that require changing our mindsets?

Eve Liebetrau, Executive Manager of Human Resource, Comair 12:00-12:40 Panel: The talent gap alert: How are we going to meet the workforce shortage challenge? The rising demand for air travel in the Asia Pacific region will drive commercial airlines to grow their regional fleets from 5,600 to more than 14,000 over the next 20 years. We will need more new technicians to maintain these aircraft, more pilots to fly them and more ground operations staff to serve the passengers. Where will we find these

people? How do we attract them? How do we develop them?

What do we need to do to ensure that enough talent with the prerequisite skills get into the labour market?

The quest for growth: How airlines can become better retailers

What it means for an airline to become a retailer in digital age?

Developing a retailing strategy that brings together five critical elements – customer journey, technique, channel, service, and price

Changing the mindset: Acting like data, technology and innovation company that sells air tickets

The human and technical challenges

Michael Barrera, Chief Product Officer, Radixx International

12:00 Mobile, wearables and self-service technology: Driving seamless end-to-end passenger experience?

Transforming end-to-end passenger experience through dynamic uses of technology?

How will mobile and wearable technology converge to create a seamless digital device-driven travel experience?

Going “mobile only” – Shifting our thinking and reinventing the customer service

What disruption can we expect from new and emerging technologies? What long term trends should we have on our radar?

Peter Pohlschmidt, Head of Digital, Malaysia Airlines

F&B: “Catering” to your passengers’ needs As long as passengers have been flying, they've been disappointed by the quality of inflight meals. It’s time to change it and get in more cash on F&B sales. Innovations in on-board meal

menus: How are we making inflight food competitive and who are the real competitors?

What's the true potential of inflight F&B?

How to sell more food and drink inflight? How to make order and payment easy?

How to increase sales on pre-order meals? How to change customer purchasing habits? How technology can help?

Growing trends in customising inflight catering

Catherine Goh, Regional Head of Inflight, AirAsia

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Thomas Gunther, Manager Customer Service (Int'l), American Airlines

Catherine B. De Leon, Director – Programme Management Office, Cebu Pacific Air

Saud Alsabhan, Marketing Director, Riyadh Airports Company

Additional panellist to be announced

MODERATOR:

Chris Armstrong, Regional Director, Asia, HappyOrNot

Addressing quantity and quality gap: How to arrive at a strategic challenge? How do we prepare for this challenge?

Best-in-class practice: Who’s doing it right and who’s thinking ahead?

PANELLISTS:

Yeoh Sai Yew, Head, People Department, AirAsia X Berhad

Yevgeniya Ni, Vice President, HR and Administration, Air Astana

Sainursalwa Sani, Head, Strategic HR Management, Malaysia Airlines

Additional panellist to be announced

MODERATOR:

Kim Chua, Assistant Professor, Embry-Riddle Aeronautical University

12:20 Networking Lunch & Exhibition Visit DISTRIBUTION DIGITAL MARKETING &

ANALYTICS CONNECTIVITY & IFE (1) PASSENGER FLOW MGT

(con’t), SECURITY & BAGGAGE HANDLING

DEVELOP PAYMENT TECHNOLOGY ENTERPRISE MOBILITY

Chairperson: Yanik Hoyles, Director, New Distribution Capability (NDC) Program, IATA

Chairperson: Brett Henry, Chief Executive Officer, Travel Daily Media

Chairperson: Jon Norris, Senior Director, Corporate Sales & Marketing, Panasonic Avionics Corporation

Chairperson: Chris Armstrong, Regional Director, Asia, HappyOrNot

Chairperson: Ramanathan Mohandas, Programme Chair Diploma in Aviation Management (DAVM), Republic Polytechnic

Chairperson: Adrian Hamilton-Manns, Managing Director, Asia, Radixx International

Chairperson: Aaron Tan Dani, Chairman, IASA APAC

13:40 Disruptive distribution: How close are we to become the “Amazons of Travel”? The new intermediaries are disrupting distribution. They have a 360-degree view of customers in a way that airlines cannot—at least today. With deep customer data and analytics, they are targeting the management of customer relationships, working as facilitators of mobility.

What are new ideas to help airlines address the challenges in distribution and transition into “Amazons of Travel?

What’s the role of NDC and ONE Order? How would an airline go about calculating the benefits (and costs) of implementing them?

Who will be the next disruptor? And how we should prepare ourselves to be future-ready?

13:40-14:10 Digital Design Lab, WonderFLY (Crowdfunding), and Avatars through the lens of digital marketing All Nippon Airways (ANA) is reimagining what an airline can be by establishing a Digital Design Lab (DDL), a futuristic team looking at what might transform the future of the industry. DDL is working on two projects WonderFLY and Avatars. They will share with us some new (and crazy) ideas on what will change how airlines do digital marketing and beyond.

WonderFLY: More than just a crowdfunding website. How does it provide a new digital model to drive customer engagement and loyalty for airlines?

Avatars: More than a digital experience. What do the geo-

The internet of wings: Making onboard WiFi affordable and profitable Putting communications and entertainment devices literally back in the customer’s hands is one of the most powerful and efficient ways to personalise a trip and generating additional revenues.

How to overcome bandwidth capacity constraints and high costs? What are the other stumbling blocks to a seamless connectivity?

Using WiFi as a revenue generating platform What are the trends that will evolutionise the onboard connectivity?

Operating your airport terminal at an optimum level When evaluating and determining the overall airport performance, it is crucial to have a balanced view of the system from the perspective of different airport stakeholders and users. Therefore, IATA and ACI have joined forces to provide an objective and unbiased analysis of the Level of Service (LoS) at airport facilities. The joint assessment will determine the best possible solutions to optimise the LoS for the whole airport community.

Overview and key principles of IATA’s newly improved LoS Concept

Application of the new LoS Assessment matrix through a short project case study

Developing your leadership pipeline How to set up a succession management system that will build a steady, reliable pipeline of leadership talent?

What are the skills required for today’s airline/airport senior management positions?

How to build an educational system that can help managers develop those skills?

It’s not just about training: How to pair classroom training with real-life exposure to a variety of jobs and leadership styles? How to develop these action-learning programmes?

How to get managers to actively engage in their own leadership development? How to get them see a big picture and the road ahead? How to

Accepting new payment methods: Is it a game changer for airlines? In past few years, airlines started their transformation by implementing a retail strategy across all their distribution channels and passenger journey. However, card payment remains the main payment method for most airlines.

How is payment method diversity impacting the airline retail strategy and performance?

Are airline’s systems ready to accept new payment methods?

Building an airline’s optimised payment solution.

Amine Boulaghmen, Head of IATA Settlement Services Product Portfolio, IATA

Connected crew: Streamlining crew check-in with wireless technologies How to facilitate more

efficient administrative and operational control of crew checking-in at each crew base?

Why aren’t airlines building more mobile apps for their crew? What’s holding us back?

Best practices and technologies to drive digital crew check-in adoption

Zafer Babur, Vice President, Operation Solutions, Turkish Airlines

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Andrew Cowen, Chief Executive Officer, U-FLY Alliance

location data of people’s interaction provide a brand new insight for airline marketers? What else?

What will disrupt the future of air travel?

CO-PRESENTERS:

Kevin Kajitani, Intrapreneur, Digital Design Lab, ANA Holdings

Akira Fukabori, Intrapreneur, Digital Design Lab, ANA Holdings

14:10-14:20

Q&A session

Jurgen Renner, Project Lead – Level of Service, IATA

make succession planning systems transparent?

Sainursalwa Sani, Head, Strategic HR Management, Malaysia Airlines

14:00 Beyond bums on seats: Monetise data for better distribution models and ancillary sales The digital era enables airlines to get better at collecting quality data, profiling customerstes and testing ancillary services on a whole new level – see how digital platforms can enable you to test-run products and services and try new ideas. How can you create a revolving digital marketplace, where high relevance brings high revenues?

Marko Javornik, Vice President / General Manager, Mobility & Travel, Comtrade Digital Services

Streaming on-the-go: Delivering content directly to passengers’ portable electronic devices (PEDs) Early-window content has long been one of the hottest tickets for airline flyers. But with inflight WiFi, on-the-ground on-demand streaming, the rise of new content and shift to BYODs, is that changing?

How to use connectivity and content to differentiate your service and drive revenue?

Free or paid model: Where do content partners and passengers find the most value?

As the gap between theatrical and inflight releases gets smaller and smaller, what’s the value of early-window content on board?

What are the new contents that make money for airlines?

Ralf Cabos, Chairman, PaxLife

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

GPS tracking and how to manage customer movement for on-time departures

Lessons learned to restore normal services swiftly and cost-efficiently: Collaboration among staff, between airlines and airports

Thomas Gunther, Manager Customer Service (Int'l), American Airlines

Panel: Building capability: Towards an effective training and development programme Understanding what skills are

needed for the next-gen workforce, and how they prefer to work and excel

Structuring development programmes to nurture home-grown leaders

Getting to know the talent outside the aviation industry, especially for skills around social, mobile, analytics, cloud and retail?

Which forms of training and development do we have to think about to sustain a talent pipeline? Where does that require changing our mindsets?

PANELLISTS:

Ping na Thalang, Human Resources Adviser, Bangkok Airways

Eve Liebetrau, Executive Manager of Human Resource, Comair

Raheel Ahmed, Chief HR Officer, Pakistan International Airlines

Additional panellist to be announced

MODERATOR:

Kim Chua, Assistant Professor, Embry-Riddle Aeronautical University

The future of travel payments The way we purchase and pay for travel is changing. Find out how the ways we book, when we book and what we book are driving payment innovation. In this session, discover how virtual reality, wearables, geo-location and personalisation are enabling new travel purchasing behaviour. Explore how your payment eco-system can enable a seamless experience in this new world and look into the omni-channel payment world with examples from across the travel sector.

Linus Goh, Business Development Director, Worldpay

Towards a digital workplace: How to make mobile enterprise apps work for you? Forward-thinking organisations are exploring enterprise apps to make employees more efficient, more informed, and more connected. And employees expect enterprise apps to be as good as the ones they use in their everyday life. We invite a leading airline to update us on what trends they observe globally, what they are doing and what practical insights Asian carriers can adopt and innovate.

Why aren’t airlines/ airports building more mobile apps for their employees? What’s holding us back?

Changing the nature of work: Trends, emerging innovation, implementation challenges and operational considerations

Collaboration tools and platform: How to create new ways of working

Kenneth Andersson, Head of Innovation and Product Transformation, AirAsia

14:20 Airline industry retailing – more than just a trend!

Over the past few years, IATA has been engaging across the value chain with airlines, travel agents, technology providers and also corporate buyers. Be it large transformation programs in the area of distribution such as NDC & ONE Order, or in payment, with Easy Pay and Transparency in Payment, or simply new trends and opportunities driven by new technologies, the industry is on the move towards massive change. IATA will give you an short overview of what it has been observing across the industry, from airlines adopting “API” capability, some with new

The digital conversation with your customer: Big Data, user experience, direct channel growth Grow the direct channel by

learning to recognize and address customer intent through anonymous big data

Show customers you are listening to them by serving relevant experiences at all digital touch points

New technology to bring the conversation directly to the customer

Seth Cassel, President, EveryMundo

Micro satellite technology: The solution for ancillary revenue generation and passenger connectivity for LCC’s By mid 2018 the first new Low Earth Orbit Satellites will come online and be accessible with the latest Micro Satellite Technology. Find out how the latest micro-satellite technology can provide free passenger communications and create new revenue opportunities from live in-flight bookings and micro-retailing. See the micro technology that makes all this possible and learn how to leverage off your captive cashed up market.

Airport security: How to reduce the waiting times? While airports serve as gateways to adventure and fun, they are also hurry and worry hubs, especially when airport security measures have been stepped up, a move that could lead to delays and longer queues.

How to reduce waiting times without compromising security? – Current practice and new ideas

How to use sensor technology, data and predictive algorithms to measure travel times, queue times and movement patterns, so travelers know

Digitisation initiatives in the airline payments ecosystem

Standard Chartered Bank and AirAsia will discuss the rapidly evolving digital payments landscape including details of a number of collaborative digitisation initiatives focused on risk mitigation, process automation and enhancing the customer experience.

CO-PRESENTERS:

Mohd Rozainol Bin Mohd Bahari, Head of Group Treasury and Aircraft Finance, AirAsia Group

Byron Gardiner, Executive Director, Treasury

Marrying digital and IT Seeing the strengths in both

approaches

Building a team to focus on central themes

Adding necessary capabilities

Katri Harra-Salonen, Chief Digital Officer, Finnair

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commercial models and some without; how the business travel community perceive these changes and what this means for the customer.

Yanik Hoyles, Director, New Distribution Capability (NDC) Program, IATA

Ron Chapman, President, AS-IP Tech Inc.

exactly how long they have to wait

Getting airports, airlines, and transportation security administration to work together

Manish Sinha, Chief Operating Officer, Hyderabad International Airport

Solutions, Transaction Banking, Standard Chartered Bank

DIGITAL MARKETING & ANALYTICS

CONNECTIVITY & IFE (2) PASSENGER FLOW MGT (con’t), SECURITY & BAGGAGE

HANDLING

ENGAGE & RETAIN DIGITAL RETAILING DATA, CLOUD & MANAGING IT SYSTEMS

14:40 The flight search: How to increase direct booking? More travelers are choosing to book directly with airlines, as many have improved their platforms and price competitiveness. Also, the boom of new meta-search tools, like Google Flight Search, allows travelers to compare prices and options across airlines, and then go directly to the airline’s site for booking.

How to increase direct booking?

How to make the flight search easily customisable, transparent, and hassle-free – particularly when travellers increasingly expect to be able to transact more on mobile with shorter purchasing journeys and a seamless booking process.

What is the role of third-party platforms? How are they transforming themselves to blend direct and indirect bookings together?

Future forecast: How will consumers research and book airfares in the next 5 years? How should we prepare ourselves to be future-ready?

RESERVED for OpenJaw

Irrational personalisation: Do we really understand what customers want? There is an attractive simplicity to the notion that customers choose what they most prefer, and that they are logical decision makers with a complete insight into the factors determining the choices they make. However, ironically, science has proven that they are not – customers are all much less rational and much more unpredictable than we think. In reality, their decisions are often determined by a variety of environmental, emotional and motivational factors. What does it mean to airline

marketers?

Should we continue to personalise our offers based on customers' seemingly impulsive purchasing behaviours?

How do we cater to both sides of our customers – the rational and irrational?

How should we rethink the way we use data analytics (e.g. AI) for personalised marketing?

Akira Mitsumasu, Vice President, Marketing & Strategy, Asia & Oceania Region, Japan Airlines

Panel: The next wave of IFEC It is forecast that by 2025, there will be around 15,000 aircraft connected. Also, there will be an explosion of bandwidth coming online. But, what does it mean for the airline industry from both operational and passenger experience perspectives. In this panel, we get predictions from the industry’s top executives about where IFEC will be in 10 years time. Also, what will be the future tech to drive this change.

Understand what your passengers want

The sky’s the limit: Exploring the potential of online shopping, real-time social-media updates, email access, dozens of ‘live’ TV channels, virtual reality and even tele-medicine

Artificial intelligence, virtual reality and deep learning: How will these disruptive innovations change the existing IFEC practices, processes and systems?

Commercial benefits vs. costly and time-consuming rollout process

How to turn an IFEC service that is likely to become the minimum value proposition expected by customers, into a market differentiation and revenue making opportunity for airlines

Towards an extended experience: New ideas for the customer to take the IFEC experience home with them

PANELLISTS:

Thomas Laxar, Director, Product Management (In

Remote Tower: Controlling air traffic remotely Are you interested in remote tower solution? Do you plan to build up your own rTWR? Through the eyes of an ATCO get a closer look at this breakthrough innovation. Csaba Gergely, Senior ATM Advisor, HungaroControl

Full engagement! How to inspire, motivate and bring out the best in your employees As the industry rapidly scales, high employee engagement has never been more important to ensuring the organisation’s ability to change the world. Join us to hear insights on how airlines can engage the workforce comprising mostly of pilots and cabin crews who are always on the go, and how we can retain them, otherwise they will soon be gone to competitors as the industry is facing a talent shortage.

Your definition of employee

engagement

Managing a multicultural workforce: Dos and Don'ts

Baby Boomers, Gen X, and Millennials: How to appeal to each group and bridge the generation gaps? But, are there gaps or complements? What are the new approaches to different generations in the workforce?

A forward-thinking strategy to redefine how we approach employee engagement

Yeoh Sai Yew, Head, People Department, AirAsia X Berhad

Time to look beyond the trolley: How to drive inflight retail via seamless solutions For many airlines, the reality in inflight sales still remains the trolley and the product catalogue still remain the key point. Yet airlines should realise that travellers are ultra-connected today via mobile, and they are open to connections at various touch points. For airlines, optimising these touch points is key to unlocking the inflight opportunity.

How to make better use of big data and new, technology-driven opportunities to provide personalised onboard offers

Push messaging and other e-commerce strategies: How to effectively inform passengers of what will be available onboard and present them with special offers that can be used inflight?

Building a scalable, robust inflight shopping solutions across various digital touch points.

Pacino Qin, Head of Ancillary Revenue and Head of Hong Kong Airlines Holidays, Hong Kong Airlines

How to make cloud work for airlines Most airlines have plans to enable cloud computing, but very few are there today. Provider and technology choices are growing, but making decisions is more complex. Successful projects need the right focus, goals, services, processes, staffing, technology and roadmaps. Join us to explore the best and bad practices. Why moving to cloud? What

are the challenges of private, hybrid and public clouds?

The people, process, technological and business management changes necessary to create cloud services

Managing the data flows between applications hosted in the private cloud and those in the public cloud

Best practices to pursue for successful cloud management

Adli Md Dahalan, Senior

Manager, IT Division - IT

Portfolio Management, Malaysia Airlines

15:00 Panel: Changing customer expectations and rapid digital advancement: What’s the best way for airlines to adapt their distribution model?

The airline distribution sector is entering a period of unprecedented change — with rapidly changing

How to be smart with spend data What if you knew exactly your share of wallet in a specific location by source market? What if you could identify the customers with the highest potential to upgrade? What if you could predict

Tag it and track it: Innovations in baggage handling E-tags and connected bags:

What are the other bag-drop initiatives to meet the needs of all users?

How do you justify the business case for the

Employee experience, HR digitisation & the future of work: Air Astana’s case of employee mobile app Employee experience is the next level after employee engagement, whereby the motto is, treat your employees as your customers and work on internal marketing as

Panel: Next generation of airline retailing Simply put, doing retailing right is all about providing the right product and service to the traveller, delivered through the right channel, and at the right time, in a way that is visually appealing and easy to understand.

Transform your legacy system to embrace Big Data: A case study of HR data management We don’t have to rip and replace legacy systems to add new levels of efficiency to their business. Explore how legacy systems can co-exist with new technologies,

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consumer expectations, advances in data analysis technology and a blurring of the travel lines between the various players.

What are the disruptive factors that are changing the air travel distribution?

Distribution charges on GDS booking: Where are we now after Lufthansa’s move in 2015? Who’s winning? Who’s losing?

More choices, frictionless purchasing, and personalised offers: How do we get there?

How to improve direct channel sales, cross-selling, dynamic pricing and inventory management?

How to adopt a mobile centric distribution strategy?

How should airlines pursue partnerships with channel, content, and technology players that help them maintain pricing power, leverage synergies and align objectives?

PANELLISTS:

Trevor Spinks, Head of Sales & Distribution, Scoot

Narudh Cheramakara, Director of Market Development, Nok Air

John Aitken, Head of Asia Pacific Product, Navitaire

Kresimir Budinski, Founder & Managing Director, AirTicketArena

MODERATOR: Yanik Hoyles, Director, New

Distribution Capability (NDC) Program, IATA

where they are most likely to travel next?... Spend Data dramatically enriches your knowledge of customers and prospects behavior, with a full 360-degree view of the traveler journey. Mastercard Advisors help Travel companies to drive growth beyond payment by turning insights into profit, leveraging real-time purchase behavior of more than 2 billion Mastercard cardholders around the world. Today, Mastercard Spend Data enables travel leaders to make smarter decisions while minimizing guesswork. In the future, they will use it to transform the travel experience.

Christian Hylander, Advisor Vice President, Airline Vertical, Mastercard

Flight Entertainment and Connectivity, Content & Portal), Lufthansa Group Hub Airlines I Austrian, Lufthansa, SWISS

Narendra Mansukhani, Head of Guest Experience, Jet Airways

Otto Gergye, Vice President of Asia Pacific, Inmarsat

Kamal Hingorani, Senior Vice President & Head of Inflight Services and Customer Experience, SpiceJet

MODERATOR:

Jon Norris, Senior Director, Corporate Sales & Marketing, Panasonic Avionics Corporation

transition to home printed bag tags?

Why is the APAC industry not moving faster with common bag drop and auto drop off rollouts?

Focusing on IT alone is not enough; it’s also about changing the business processes. Critical questions on what should processes look like in the future? What do we need to change in the process and how can technology help us?

Raj Andrade, Vice President of Business Development, Marketing and Strategy, Bangalore International Airport

much as you work on external. Digitalisation is an effort towards employee experience, and this makes sense because airline employees, especially pilots, cabin crew and ground staff, are primarily mobile. Air Astana decided to take a step towards HR digitisation and the future of work, and the solution is clear: They build an app for their employees.

How does the app work to simplify administrative tasks, boost engagement and drive organisational effectiveness?

Getting them hooked: How to make the app fun, engaging and useful for your employees?

How do you measure engagement through the app?

Some early successes and lessons learned

Yevgeniya Ni, Vice President, HR and Administration, Air Astana

Join us in this panel to understand what is changing the air retail landscape and how airlines can become the Amazon of travel.

Understanding different merchandising techniques: What works, what doesn’t? How to combine different techniques for maximum impact

What is the best time to consider offers for additional services?

How to effectively employ the mobile channel

How to use personalisation to drive sales

Changing mind-set: Radical ideas to move up the value chain towards brand and experience-driven travel services

PANELLISTS: Delphine Barault, Vice

President, Business Development and Commercial Partnerships, Air France – KLM

Jiří Marek, Vice President Alliances & Ancillary, Alitalia

Dieter Vranckx, Vice President, Sales Asia Pacific, Lufthansa Group Airlines

MODERATOR: Gianni Cataldo, Director

Research Development 7 Business Development, ATPCO

minimising disruption while enabling cutting-edge approaches. Understanding how to use

data analytics for flight operations

How to leverage the existing data management systems based on legacy design to handle increasing data volumes, real-time demands, and transactions?

What have we done right? What have we done wrong? What could be improved?

15:20 Driving digital personalisation at scale Personalisation drives growth. But to scale it, what do airlines need to do?

Mass personalisation: How to reach millions of travellers but each with something that seems personally relevant and interesting

How to use behavioral data to find where the value is?

Listen and respond: How to plan in advance to react quickly to customer signals?

What have you observed from the industry’s current practice? – The rights, the wrongs and the recommendations.

Per Lilie, Head of Digital Product SAS Growth, Scandinavian Airlines

Baggage handling: Now and the future As baggage tracking takes a higher profile within the industry and among passengers, it opens the door for IT disruptors and for aviation outsiders to come up with smart baggage solutions. Find out what are the latest trends in baggage tracking and which technology the industry is investing in as it prepares for a step-change in handling in 2018 and beyond.

Amir Miraj, Senior Airport Manager, Go Air

Creating a productive working environment How to create a more agile,

aligned and high-performing workforce?

Building a culture of continuous improvement among both management and the staff

How to reduce workload and stress on staff while ensuring productivity?

Four, and possibly five, generations work side-by-side in today’s workplaces, with the age gap between individuals reaching up to 50 years. What are the impacts of this on communication, motivation, reward and benefits in aviation?

Transforming the workplace to support the collaborative workstyles of the IT-savvy, socially plugged-in Millennials and post-Millennial generations

Maria Antonia H. Llamzon, Vice President, Human Capital Department, Philippine Airlines

How IT can help increase direct booking Airlines want cut out the middle man and drive consumers to book directly from them by using a mix of inducements that include upgrades, preferred selections, and loyalty bonuses. To achieve this, airlines have to transform their distribution model, starting with enhancing internal capabilities including operating model, processes, skills, and technology. For IT leaders, this means a holistic strategy to manage digital innovation and use these technologies to improve areas of the business, particularly direct channel sales, marketing, cross-selling, and dynamic pricing and inventory management. How to do this? What challenges do you face? And what lessons have you learned?

Khounphon Philakone, Deputy Director of ICT & E-Commerce, Lao Airlines

15:40 Exhibition Visit, Networking & Refreshments

16:10 ROUNDTABLE DISCUSSION SESSION

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Now’s your chance to get really interactive! Simply pick one of our roundtable topics and join the debate. Numbers will be limited at each table, to ensure everybody gets their chance to participate in the discussion.

Roundtable 1: The future of long-haul low-cost What’s the future of long-haul, low-cost carriers? Will LCCs eventually be as powerful on longer routes as they are today on short ones in much of the world?

Con Korfiatis, Chief Executive Officer, flyadeal

Roundtable 2: The future of airline partnerships: Codeshare pacts or global clubs? Will airline alliances survive? How are joint ventures, equity stakes and less formal partnerships being used? How are they challenging the existing structures and operations of alliances?

Jiří Marek, Vice President Alliances & Ancillary, Alitalia

Roundtable 3: Opportunities for foreign airlines in India’s market As India goes through one of the brightest periods of its economic and aviation growth, the prospects look more positive for sustainable growth than recent history has delivered. However, overcapacity, high input costs, intense competitions and inadequate infrastructure as well as skilled workers are to become major challenges for any airlines looking to thrive in this market. Avinash Jagtiani, Manager, Strategy and Business Transformation, Jet Airways

Roundtable 4: Adapting for today’s corporate travellers: What’s real, what’s hype and what’s important? Businesses have slashed travel budgets amid the global economic slowdown in recent years. To cash in on this belt-tightening, how should airlines redesign our offers? What does it take to grab a larger pie of the corporate market?

Curtis Willmore, Manager - Distribution Corporate Strategy, United Airlines Roundtable 5: How to make personalised marketing work Airlines worldwide spend billions of dollars on digital ads, but the industry doesn’t do a great job connecting people with products they want when interacting with online content. The key to relevant messaging lies with data, but the challenge is no longer collecting it. Each day, airlines create quintillion bytes of data from the interaction with customers. Today’s challenge is using data to deliver customers more contextual, personalised impressions.

Roundtable 6: Omni-channel merchandising: How to increase ancillary revenue An omni-channel approach concentrates on creating a seamless customer experience through all shopping channels. How to enable customers to experience an airline's brand regardless of the channels? Know our customers and go mobile: What else can we do to maximise ancillary sales?

Saleh Bukhari, Ancillary Projects Manager, Saudia Airlines Roundtable 7: Winning the distribution channel: OTAs, meta search engines, Googles – who are enemies, who are friends? The new intermediaries are disrupting distribution. They have a 360-degree view of customers in a way that airlines cannot—at least today. With deep customer data and analytics, they are targeting the management of customer relationships, working as facilitators of mobility. In this context, how can airlines strengthen their connection with customers? How will the distribution ecosystem evolve? And how can we as individual airline and as an industry prepare and innovate ourselves when the distribution paradigm is shifting?

Marc Rachfahl, Online Sales Manager, Scoot

Roundtable 8: Airline marketing: How to turn website browsers & abandoned bookings into paying customers Last minute jitters, we all get them. The challenge facing marketers is to eliminate any last-minute doubts customers may be having moments before they hit that all-important purchase button. So, what are the strategies to implement throughout the customer journey to turn those last-minute doubters into happy buyers?

Youvraj Seeam, E-Sales & Product Manager, Commercial (E-Commerce), Air Mauritius

Roundtable 9: Loyalty programmes: Is it an outdated business model in a world of real-time choices? Join us at this roundtable where we discuss industry trends and challenges that are disrupting loyalty and latest strategies to leverage customer data to enhance and evolve loyalty member programmes.

Roundtable 10: RESERVED for Enterprise Ireland Roundtable 11: Managing disruption: How to reach more passengers when things go wrong When it comes to managing disruption, a lack of passenger contact details can lead to inconsistent communication, insufficient customer service and frustrated customers. With up to 70% of people booking flights indirectly, it’s a problem that’s only going to get worse as passenger numbers continue to surge. We tackle this issue head-on asking: What can airlines do today, to reach more customers impacted by disruption? This practical, hands-on discussion will give you the tips and tools needed to reach your customers, harness the power of social media to your advantage and manage disruption more effectively.

Nicholas Key, Chief Executive Officer, 15below Roundtable 12: Transforming payment technology for the digital age With over 130 non-bank reliant payment options, Asia leads the world in payment technology. The evolution of personalized payment solutions has reduced fraud and increased the airlines ability to transact easily. New payment methods remove reliance on legacy institutions like BSP and open up new avenues of payment including block chains. Are airlines embracing this technology and do they grasp the potential it represents? Airlines have the ability to reduce cost, reduce risk and increase customer reach and market relevance by embracing payment transformations – but two key questions exist: which options are relevant and which options will be mere distractions?

Michael Barrera, Chief Product Officer, Radixx International Roundtable 13: How can you boost your hotel ancillary revenue? Tried and tested ways of acquiring qualified traffic to drive sky-high conversions Gian Caprini, Head of Digital Marketing, Expedia Affiliate Network Roundtable 14: Airport terminals of the future: Getting it right from the planning stage Learn and debate on the latest trends in designing and constructing futuristic, functional terminal facilities that will meet the future requirements of passengers and airlines.

Yoshiaki Bito, Senior Vice President, Commercial/Corporate Planning, Central Japan International Airport

Roundtable 15: The world of self connections Join us at this roundtable to discuss the importance of virtual interline for passengers, airlines and airports and exploring how the industry can benefit from the expanding virtual interline network.

Chris Baldwin, Commercial Director, Dohop Roundtable 16: RESERVED for GE Aviation

Roundtable 17: Beyond protecting the flight deck: How to enhance aircraft cabin security Mike Mullenger, Technical Sales Manager, Security Products, Trenchard Aviation

Roundtable 18: Dark side of the airline financial reports We are going to talk about bad things which are hidden in financials. The really bad things which cannot be discovered by ordinary reader.

Kresimir Budinski, Founder & Managing Director, AirTicketArena

Roundtable 19: How to improve commercial / sales performance with workload automation Automation always sounds like a wonderful thing – letting go of unnecessarily time-consuming processes and handing oversight to a system that can free up your commercial/sales team for tasks and projects that are better uses of their time. Yet overcoming that initial hurdle – determining what needs to be automated, selecting an appropriate solution, taking the time to realign businesses processes – can seem daunting enough to keep you from taking the initial steps toward true freedom.

James Blake, Regional Manager Australia & New Zealand, Air Mauritius

Roundtable 20: Please don’t leave! How to retain your best talent Failing to retain key employees is costly to the bottom line, especially when the aviation industry is short of skilled workforce and we need experienced leaders amidst increased competition. How to provide a positive employee experience? What are the creative ways of retaining talents?

Kim Chua, Assistant Professor, Embry-Riddle Aeronautical University

KEYNOTE PLENARY SESSION

17:00 Closing keynote panel India’s aviation: Towards a sustainable growth After a strong FY2016, traffic growth has accelerated further in FY2017 and India is set to become the world’s third largest domestic market behind the U.S. and China. As India goes through one of the brightest periods of its economic and aviation growth, the prospects look more positive for sustainable growth than recent history has delivered. However, overcapacity, high input costs, intense competitions and inadequate infrastructure as well as skilled workers are to become major challenges for any airlines looking to thrive in this market.

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PANELLISTS:

Javed Malik, Chief Operating Officer, Bangalore International Airport

P. S. Nair, Chief Executive Officer, Corporate, Airports Sector, GMR Airports

Satyendra Pandey, General Manager, Strategy & Planning (CEO's office), Go Air

Manish Sinha, Chief Operating Officer, Hyderabad International Airport

Bharath Mahadevan, India's Head, Scoot MODERATOR:

Rahul Kapoor, Asia Pacific Transportation Analyst, Bloomberg Intelligence

17:40

Closing keynote panel China’s aviation: Reaching new heights (Chinese-English simultaneous translation) China begins to show its scale as its airlines go international. The country is set to overtake the U.S. to become the world’s largest aviation market by passengers by 2024 as more people take to the skies domestically and internationally. The number of people flying to, from and within China will almost double to 927 million annually by 2025 and reach 1.3 billion by 2035. Its three big airline groups are increasing their international focus. International airlines are increasing partnerships with Chinese airlines and routes to China. And that’s to say nothing of its domestic growth potential. Quite simply, China is emerging as an international force provoking new market place conditions. Join us as we explore what this means for the air travel industry in APAC and globally, and how we should plan ahead on partnerships, market development and customer strategies.

课题：推向国内航空业巅峰

简介： 近年来中国航空业已经从内地拓展到各个海外市场。 研究显示中航业潜能将在不久的将来跨越美国， 成为全球在国内外最强大的玩家。 专家也估计乘搭中航各个航空服务的人数将于2025年后激增到目前的双倍人数 （约每年92.7万人）， 而在2035年后更会增达到

130万人。此小组特约各航空领导，专业分析家和政治机构代表来发表珍贵的意见，并探讨如何借由此优越国际形势来培养有益于各个方位的合作关系， 并进一步促进中航业在全球的影响力。

PANELLISTS:

Shen Zeyou, Director, Marketing Division, China Southern Airlines

Yang Haijun, General Manager of Marketing & Sales Department, China West Air

Jonathan Hutt, Commercial Director, HK Express MODERATOR:

Joseph Wang, Chief Commercial Officer, TravelDaily China

18:20 Networking Drinks Reception

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Day Two – Wednesday 28th February, 2018

OPENING KEYNOTE PLENARY SESSION

08:45 Organiser’s opening remarks

08:50 Chairperson’s opening remarks

Conrad Clifford, Regional Vice President – APAC, IATA 09:00 Keynote Interviews:

Join us for a series of exclusive interviews, where leaders of major LCCs outline what it takes to succeed in the ultra-competitive low-cost market, how they are innovating their offering to stay ahead of the competition and their perspectives on how low-cost travel sector will evolve in the near and long-term.

09:00-09:10: Interview with Mio Yamamuro, Deputy CEO / Senior Executive Vice President, Vanilla Air 09:10-09:20: Interview with Rick Howell, Chief Operations Adviser, Cebu Pacific Air 09:20-09:40: Interview with Nguyen Thi Thuy Binh, Vice President, VietJet Air

INTERVIEWER: Steven Greenway, Chief Executive Officer, reward-U, Deputy Chief Executive Officer, U-FLY Alliance

09:40 Keynote panel LCC Leaders Panel: Where do we go from here? The Asian LCC industry is changing rapidly. Everyday airlines are announcing new routes, ordering new aircrafts, offering new discounts and introducing new products and services. LCC leaders will join us in this panel to share how they keep up with the challenges facing low-cost travel in Asia and beyond, and what opportunities they are acting upon. Some of the issues they will address include:

How did the market change in 2017? What is the outlook for 2018 and beyond?

How can we overcome the critical challenges of overcapacity, weak profitability, pilot shortages, safety concerns and liberalisation? What do the LCCs have in store next?

How significant will the impact of long haul LCCs become?

Will business travellers and corporates find LCCs more attractive in future?

What are the opportunities for LCC alliances, and is there a real appetite for them? Are we heading for a period of consolidation?

Where are the biggest new revenue generation opportunities for LCCs?

PANELLISTS:

Rick Howell, Chief Operations Adviser, Cebu Pacific Air

Mio Yamamuro, Deputy CEO / Senior Executive Vice President, Vanilla Air

Nguyen Thi Thuy Binh, Vice President, VietJet Air MODERATOR:

Steven Greenway, Chief Executive Officer, reward-U, Deputy Chief Executive Officer, U-FLY Alliance

10:30 Exhibition Visit, Networking & Refreshments

REVENUE MANAGEMENT LOYALTY CABIN EXPERIENCE AIRPORT DESIGN (1) PSS & CYBER SECURITY

Chairperson: RESERVED for RentalCarsConnect

Chairperson: RESERVED for OpenJaw

Chairperson:

TBC

Chairperson:

TBC

Chairperson: TBC

11:30 Post-sale inventory management How can airlines re-balance demand

against inventory post sale?

Can airlines turn denied boarding into a sales pitch before the airport?

Learning from LATAM in the use of automated post-sale inventory management

CO-PRESENTERS:

Jonathan Newman, Commercial Director, Caravelo

Carlos Jovel, Vice President, Revenue Innovation, LATAM Airlines Group

Making your rewards programme desirable What, today, attracts people to join a loyalty

programme?

Big thinking behind reward-U’s move away from the traditional practice of rewarding only top-tier corporate and frequent business travellers to also target generally short-haul passengers? How does it make dollars and sense?

Loyalty is a two-way street. You’ve gotta love your customers before they love you back: How to make the rewards personal, so customers feel valued? How to leverage

Cabin visions, innovative interior designs and how the passenger experience will change Producing the aircraft interiors is a costly business. Most airlines want distinctive products – something different that carry their brands and create unique experience. Plus, passengers always want more leg room and extra comfort, but are usually not prepared to pay any more money for them—or at least not a lot more. In this context, how will cabin interiors evolve to help solve the challenges of costs vs. experience vs. profitability?

What has become the standard in the each class cabin? What’s next? Will we see more suites in the sky, more accommodation-like

Airport expansion: Reimagining what the airport can be The airport experience is often a pain point,

how could the increasing use of technology help guide passengers through the airport experience and remove the stress?

Redesigning existing airport terminals to cope with air traffic growth

Upgrading retail space to increase passenger revenues

New strategies and technologies to build a state-of-the-art airport infrastructure

Long-term planning to be the global gateway

Protecting yourself: Developing a robust cyber security strategy With the introduction of new generation e-enabled aircrafts, having their systems linked to ground stations in real time, airlines are studying all the cyber security implications from the technical point of view.

Developing a robust cyber security plan to protect your data and operations

Analysing the threats: What are the possible consequences?

This is not a drill! How to prevent data corruption during synchronisation? How

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modern technology platforms to deliver customer expectations?

Steven Greenway, Chief Executive Officer, reward-U, Deputy Chief Executive Officer, U-FLY Alliance

business cabin and denser economy seats? Or are things changing? What about premium economy?

A more flexible approach: How can we tailor cabin seating to more individual needs?

Besides the seats, what are the other impacts can cabin design create on the passenger experience?

What it will be like inside an airliner of the future?

Juha Järvinen, Chief Commercial Officer, Finnair

Poh Li San, Vice President, Terminal 4 Programme Management Office, Changi Airport Group

do you know when you’re under attack and how can you combat it?

How to safely navigate the dangers without slowing down your business?

Aaron Tan Dani, Chairman, IASA APAC

11:50 Revenue management: Be careful not to be Penny-Wise, Pound-Foolish Defining the relevance of total revenue

management including ancillary sales

Understand if your revenue management department require academics or entrepreneurs

A radical change of revenue management is on the horizon; the next game-changer

Michael Peters, Vice President of Product Management, Revenue Management Systems

Where do we go from here? Designing next-generation loyalty programmes As many consumers are struggling to save up enough points to redeem for a free ticket, any sort of redemption option is perceived as positive. Already we’ve seen airlines are increasingly interested in driving customers to spend more miles on ancillary point-related products rather than award bookings, effectively freeing up those seats for revenue purchases. What are the other new trends starting to surface? Join us to explore new ways to use frequent flyer miles to make customers happy and boost revenue in the same move.

RESERVED for BCS Technology

The fundamentals of comfort This session gets back to the very basics of comfort and explores how we can challenge – and change – our own mindsets about the products and services we develop and offer passengers.

What are the elements driving comfort and what actually make us comfortable?

Innovative designs to enhance comfort for passengers, even if the seats don’t get much larger?

Active seating: Exercising may be healthy for seat occupants, but it is not always fun or practical. How do you encourage passengers to move without irritating their neighbours? How can technologies like virtual reality help?

What else can we do to give passengers more control and satisfaction over their space?

Terminal transformations: Towards a fully digitised customer experience Designing and constructing futuristic,

functional terminal facilities that will meet the future requirements of passengers and airlines

Which technologies will enable the airport of the future?

How close in reality are we to seeing the seamless walk-through airport, with technologies like beacon or smart signage with biometric recognition in use?

Strategies to find the balance between technology and the human touch: Which parts of the journey should still be delivered by people to people, what should be automated, and how do these interactions need to evolve and improve?

Cyber security disruption: Are you ready? Airlines and airports around the globe are rushing to prepare for hostile cyber threats that can severely damage operations and generate high costs. Preparation is the key. So how are we getting ready for inevitable cyber emergencies? Do the security management rules of yesteryears still hold good or are we seeing a disruption? Maybe, maybe not!

12:10 Panel: More choices, more ancillary revenues: New generation of revenue management strategies

For airlines, the increasing complexity in their operations and the frustrations as well as changing behaviours of customers are calling for a need of a new generation of revenue management strategies and systems.

Commercial and revenue steering strategies

Why is it so hard to manage both prices and inventory in real time?

Personalised ancillary sales: Can personalisation actually lead to more revenue? If so, where are airlines missing the mark on personalisation? How can airlines deliver on the increasingly complex promises they make to customers?

More choices, more revenues: What are the new ancillary products in the marketplace? How to further monetise the travel convenience?

Working with partners: What makes it a successful partnership?

PANELLISTS:

Rifai Taberi (Pay), Commercial Director, Indonesia AirAsia

Steven Greenway, Chief Executive Officer, reward-U, Deputy Chief Executive Officer, U-FLY Alliance

12:10-13:00 Panel: Shaping the future of loyalty Traditional loyalty has been about earning points for travel, but what are different ways that we can take care of our customers? Join us to explore challenges airline marketers are facing and how you can make smarter decisions to develop a deeper relationship with your passengers.

Loyalty programmes: Is it an outdated business model in a world of real-time choices? What are the trends and challenges that are disrupting loyalty?

Loyalty programmes for disloyal customers: Is there a loyalty case for infrequent travellers?

The challenges of building and nurturing direct customer relationship

New and creative ways to offer passengers a range of rewards that continue to be relevant to them across their different life stages, whether they regularly fly or not

Data and analytics: How to make best use of the information we have to deliver the most valuable loyalty programme?

Exciting marketing vehicles to engage customers – From traditional social media platforms to a whole new gateway of messaging platforms

Bringing fun to the cabin As a European leisure airline operating on local routes in Asia, Small Planet Airlines brings a unique case study to this fast growing market. Join us to learn what is the big idea of their expansion to Asia, how their inflight experience is different from the rest and what Asian carriers can adopt to suit the local needs.

How do you inject fun into the cabin interiors and throughout the inflight services?

How does it make dollars and sense: How do you retrofit your cabins to provide comfort feelings but still save costs in weight reduction and maintenance?

Accessing IFE contents through PEDs: Commercial benefits vs. costly and time-consuming rollout process. What lessons have you learned?

New ideas in products, systems and processes to offer the most customer-centric experience

Tomasz Ostojski, Director of Inflight Services Department, Small Planet Airlines

Airport city: Visions, approaches and lessons learnt We invite Central Japan International Airport to share what they believe will result in productive airport city design. We ask them to share their design perspectives and the biggest challenge they were forced to overcome and how they have arrived at a solution.

Masanao Tomozoe, Pressident & Chief Executive Officer, Central Japan International Airport

Backup and recovery: Protecting data at scale Backup-and-recovery is one of the oldest and most frequently performed operations in the data centre. Yet, airlines / airports with enormous amounts of data are constantly challenged trying to manage traditional backup architectures. Let’s fix it.

A comprehensive deep dive into the new products and techniques to help tackle modern data backup requirements

The database needs to perform, but we also needs to back it up: How to streamline the operation?

Understanding what a successful backup plan looks like, and how to build one

12:30 The fundamentals of comfort: What’s next for Premium Economy? Most airlines practice risk-averse strategies for cabin updates — and for good reason. Adding new

Smart airport: Navigating in real time

Airports are stepping up the game by committing to a futuristic and innovative vision of a smart airport, which is digitised, seamlessly connected and intuitive.

Next-gen PSS and managing transition

The cost and complexity of transition are key reasons why the PSS is the most challenging part in the airlines’ effort to digitising their business. The presentation will focus on how to

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Radoslaw Dutkowski, Director Ancillary & Product, flynas

Erick Morazin, Senior Vice President Global Travel, AXA Partners

RESERVED for PlusGrade MODERATOR:

RESERVED for RentalCarsConnect

How do we respond to the widely-held notion that customer loyalty is dead and it’s all about price?

PANELLISTS:

Spencer Lee, Head of Commercial, AirAsia Berhad

Nik Laming, General Manager, Loyalty Division, Cebu Pacific Air

Kaushal Satam, Head of Loyalty Operations, Jet Privillege

Mark Ross-Smith, Head, Loyalty & Enrich, Malaysia Airlines

Mayette Casanova, Assistant Vice President - Loyalty Program, Philippine Airlines

MODERATOR:

RESERVED for OpenJaw

seats is costly and time consuming, and airlines often prefer to stick with what they know works, even if it may cost revenue, long term. That explained why a surprising number of airlines held out against adding premium economy as long as they could. But now most big airlines have added it or plan to.

Buy up, now down: How does Premium Economy make money and sense and how to keep the momentum?

Innovative designs for Premium Economy to enhance comfort for passengers

More than just the seat: How to make Premium Economy more profitable without markedly changing the cabin’s footprint? Any interesting observation over the past year?

Fatou Gueye, Head of Product Economy & Premium Economy, Air France

Join us to hear from a leading airport operator on what it takes to improve operations and travel experience.

Faik Fahmi, President Director, PT. Angkasa Pura I

simplify PSS and get agile with changes in technology in long-term - preventing systems from being out of date and fostering innovation.

Muhammad Osama Sheikh, Project Manager, Information & Communication Technology, Pakistan International Airline

12:50 Networking Lunch & Exhibition Visit

ROUTES & REGIONS SOCIAL CUSTOMER SERVICE & NEW TECHNOLOGIES AIRPORT DESIGN (2) EMERGING TECHNOLOGIES & NEXT-GEN SYSTEMS

Chairperson: Mark Thomas, Editor, LARA Porfolio, HMG Aerospace

Chairperson: Shashank Nigam, Chief Executive Officer, SimpliFlying

Chairperson: Tyler Smith, Professor (Senior Lecturer) & Division Leader, Department of Family and Consumer Sciences, Baylor University

Chairperson: TBC

Chairperson:

TBC

14:00 Panel: Southeast Asia outlook: How to reaccelerate the network growth Southeast Asia is a region with enormous growth potential but a challenging market for airlines given the intense competition and overcapacity concerns. How to compete – or is it time to reinvent the business models to reaccelerate the network growth?

Managing capacity: How to achieve sustainable growth, given the region’s huge order book and temptation by some airlines to continue or resume strategic expansion

Which are the markets Southeast Asian airlines will target for growth?

What is the role of airports in facilitate more traffic?

The challenge of cooperation: Partnering is not always easy and the costs versus benefits may initially look unattractive. What are the trends in partnerships (airlines and airlines, airlines and airports) and how to make it work to secure the market share?

PANELLISTS:

Peter Wiesner, Adviser to Board of Director and Network Management, Bangkok Airways

Nuno Costa, Marketing and Sales Director, Cambodia Airports

Mark Turner, Chief Commercial Officer & Corporate Development Director, FMI Air

Direct channel marketing: The art and science of digital conversation with your customers Great direct channel marketing is targeted and timely. This means airline marketers need to be able to move fast and be extremely flexible. Airlines that orchestrate the perfect mix of content strategies, external partners and technologies are the ones who successfully bring their brands to life.

New technology to bring the conversation directly to the customer

How technologies like programmatic can increase customer conversions and revenue

Real-time optimisation: Reducing advertising costs whilst increasing conversions

What are the key components of a successful multichannel marketing plan? Is it more than just remarketing and pop-ups?

Guido van Til, Vice President of Digital Strategy, Air France – KLM

Excuses, excuses, blame, blame: Customer complaints and how to train your staff to handle it Your front-line staff’s ability to respond effectively and efficiently to a customer complaint is the backbone of your complaint management system, and the foundation of almost any successful CRM program.

Defining and capturing complaints: How do you empower front-line staff to solve problems early?

What are the tools that could ease your staff's complaint-handling work?

How do you transfer these tools to your staff, along with the knowledge and motivation that will help them use each tool effectively?

How to reduce complaints without compromising service levels

Jennifer Tan, Senior Project Manager, Customer Solutions Customer Service Recovery, American Airlines

Lounge design and adding value to waiting time Making the lounge stay memorable

Inspiring design that reflects the airline's’ brand without overwhelming passengers

Being smart with colours, materials and styles

Balancing costs against comfort and quality

Creating a haven for your premium passengers

Jonathan Song, Business Development Director, Plaza Premium Group

Futurecast: How AI will transform air transport industry? Artificial Intelligence (AI) is expected to be of common use and easily accessible in more or less the near future. The important factor here is how to get these smart tools today, and how to use it to improve operations and create a more natural experience for customers.

Ravinder Pal Singh (Ravi), Chief Information & Innovation Officer, Vistara (TATA SIA Airlines Limited)

14:20 Panel: Using social media as an effective customer care tool Thanks to the likes of Instagram, YouTube and other social media platforms, customers now are promoting airlines’ brands via their sharing and not shy about complaining vociferously when they feel they’ve been short-changed. Well-loved airlines are those who know how to make friends and influence people using social media.

Social media tips from the world's top airlines

Panel: Effective complaint handling strategies

Defining and capturing complaints

Strategies for reducing complaints without compromising service levels

Empowering front-line personnel in the complaint resolution process

How to remain receptive to complaints at all levels? Can you tactfully tell a customer they are wrong and get them to agree with you? Does it matter?

14:20-15:20 Panel: Airport future 2020 Learn more on the latest trends in designing and constructing futuristic, functional terminal facilities that will meet the future requirements of passengers and airlines What will be the needs of future travellers,

and how should we go about developing airport facilities to satisfy these demands?

Innovative terminal designs to cope with increasing passenger numbers comfortably

Internet of Things in air travel: What’s real, what’s hype and what’s important? What impact IoT will have on the air

travel business and how it will enable the future of connected travel

How to get the underlying architecture right as well as address security issues?

Top priorities to consider in short-, medium- and long-term to build a successful IoT transformation

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Jefferson Jauwena, Corporate Planning and Business Development Director, Sriwijaya Air

MODERATOR:

Thomas Jaeger, Chief Executive Officer, ch-aviation

How to respond quickly and effectively while keeping every interaction human?

Our customers are revealing insightful information about themselves: How to track and interpret it effectively?

How to use social media effectively when things go wrong

PANELLISTS: Izra Izzuddin, Vice President Marketing &

Communications, Firefly Guido van Til, Vice President of Digital

Strategy, Air France – KLM Zaeem Shaukat Mirza, Global Head -

Online Marketing Channel, E-Commerce, Qatar Airways

Additional panellist to be announced MODERATOR:

Shashank Nigam, Chief Executive Officer, SimpliFlying

Complaint management lessons learned from other industries

PANELLISTS:

Jennifer Tan, Senior Project Manager, Customer Solutions Customer Service Recovery, American Airlines

Tomasz Ostojski, Director of Inflight Services Department, Small Planet Airlines

Jessica Abaya, Chief Customer Experience Officer, Philippine Airlines

Additional panellist to be announced MODERATOR:

Tyler Smith, Professor (Senior Lecturer) & Division Leader, Department of Family and Consumer Sciences, Baylor University

Is bigger better in building airports?

Moving towards a customer-centric airport: Identifying the pain points and redefining the travel experience

What technology innovations are changing the way we think about airport design

How to use design to put passengers in a spending mood

PANELLISTS:

Siberg Katja, Senior Vice President, Marketing and Corporate Communications, Helsinki Airport Finavia

Tomoya Miyauchi, Supervisor, Facilities Planning, Airport Planning Department, Narita International Airport

Patrine Tay, Marketing Business Development Director, Asia-Pacific, VINCI Airports

Pascal Bélanger, Vice President & Chief Commercial Officer, Winnipeg Airports Authority

Asad Bukhari, Dy General Manager ICT, Pakistan International Airlines

14:40 More rapid growth, low profit margins and intense competition: Commercial strategies for Southeast Asia Southeast Asia is a region of rapid growth and huge potential. Passenger traffic in Southeast Asia grew by approximately 10% in 2017, when at least half of the region’s 10 countries recorded double-digit growth. However, it is also a region of intensifying competition, and several markets suffer from overcapacity. Yields have been steadily declining for the past few years and are now showing some signs of stabilisation, but are not likely to increase sufficiently to offset higher fuel prices. This presentation will give us an insights into the Southeast Asia’s market and how airlines can generate good growth despite meagre profits.

Modernise legacy IT systems Modernise legacy IT systems could be a different beast from IT leaders’ typical internal system integration effort. You could not screw this up – even the smallest error could result in a drop in ticket sales that the company could not deal with. The blending of the new and old systems would have to go off flawlessly. How can you do this? Join us as we talk in-depth the unique challenges, the plan and the secrets of success.

BRAND CUSTOMER SERVICE & NEW TECHNOLOGIES NEW TECHNOLOGY & AUTOMATION EMERGING TECHNOLOGIES & NEXT-GEN SYSTEMS

15:00 Traffic growth strategies for Japanese LCCs: A case study of Vanilla Air Japan’s aviation market is increasingly complicated with overlap between carriers and ownership within larger aviation groups, while overall the percentage of LCC seats in Japan is relatively low. How do you increase your market share? Do you expect consolidation, more new carriers, or development of more alliances? – Join us to hear Vanilla Air’s views of the market, how it’s expanding internationally for more traffic growth and what brand strategy it has to differentiate itself.

Mio Yamamuro, Deputy CEO / Senior Executive Vice President, Vanilla Air

Brand storytelling: Reinventing the way stories are told Sharing stories is a much more compelling way to get new passengers on board and keep existing customers more loyal than any frequent-flyer programme ever will. Airline brands are full of stories that need to be told but seldom are. Stories of passengers, of long-serving staff, of children, of people with jet fuel in their veins and of the magic of flight. Airline executives who hope to build an endearing brand need to know how to tell great stories.

How to create an authentic brand story that articulates your airline’s unique and relevant position, promise, personality and purpose in the market?

How to connecting your passengers’ travel journeys with your brand story to be instantly relevant and empowering?

When it comes to the best branded content, comedy is hard to beat. How to leave a laughing impression?

Leverage 360° views: Technology following customer needs & the “implement now, perfect later” approach Austrian Airlines as first mover in the area of

360° views: Innovation management and the speedboat approach

What is 360° views? An analysis on (i) customer first approach, (ii) is it only a marketing tool? (iii) pros & cons, (iv) market awareness

#FlyMeTo Vouchers – we learn from other industries

Onboard Community – a new way of customer centricity

Dr. Julian Fischer, Innovation Management, Austrian Airlines

15:20-15:40 Future Cast: How robots are becoming the future of customer service at airports Navigating an airport is challenging and travellers will soon have a robot shepherd to guide them at the airport. Robotics and artificial intelligence are no longer science fiction, it's a reality; and some airports believe it will play an increasingly important role in aviation in the coming years. Join us to hear about visions to incorporate robotics into airport operations in various areas.

How to improve customer experience with app

Over the past years airlines have scrambled to build mobile apps as millions of passengers across the globe adopted mobile devices as their primary means of accessing the internet. Many airlines are facing challenges as a mobile app is the front-end to a complex back-end operation system that often functions in silos.

Design thinking: vision of an application that customer will feel confident

Back-end challenges: How dev and ops teams can effectively collaborate for continuous integration

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15:20 Panel: Northeast Asia outlook: How to thrive in an increasingly complex, competitive and interconnected market Northeast Asia continues to drive growth large in size and complexity, with future implications inside and outside the region. Join us to explore in depth the key strategic and commercial issues driving the future of LCCs in this region.

The LCC operational model is clear, but the market environment in Northeast Asia is increasingly complex, competitive and interconnected: What lies ahead for LCCs in the region?

What are the growth potentials? What operational and regulatory hurdles will we continue to face?

Countries like China, Japan and Korea see up to five home grown LCCs competing in a single market. Would there be consolidation, more new carriers, or development of more alliances?

Challenges and opportunities for foreign LCCs flying into Northeast Asia?

What will the airline industry look like in Northeast Asia in 5 and 10 years? Who will be the big winners?

PANELLISTS: Teo Chin Leong, Director and Head, Traffic

Development & Market Analysis, Consultancy, Changi Airports International (CAI)

Jonathan Hutt, Commercial Director, HK Express

Gregory Jamet, Chief Commercial Officer, Aero, Kansai Airports

Additional panellist to be announced MODERATOR:

Thomas Jaeger, Chief Executive Officer, ch-aviation

How to manage your brand's reputation in times of crisis How social media is redefining crisis

management

How to turn open communication from threats to opportunities

Practical tips for common and not-so-common crisis situations

Planning is key: What you should have set up right now, and what to do during and after the crisis?

Using AI and chatbots to interact with customers: What are the benefits and challenges? Instant messaging apps and artificial intelligence are revolutionising the way businesses engage with consumers, and airlines aren’t just getting the message – they’re paving the way. Join us to hear some airlines’ novel initiatives that leverage AI and chatbots to start a conversation with their customers. OR

Reading your passengers' emotions: How augmented reality is shaping the future of passenger experience

Airlines are actively doing research and undertaking trial in augmented reality and avatar technology to explore what impact the technology would have on travel including in-flight services. Join us to hear how through these technologies, airlines are positioning itself more than just a carrier but as a software company to redefine the airline business and help travellers with all aspects of their journeys.

Why do it? – How AR makes dollars and sense

The technology is here. How to best apply it?

What are AR’s drawbacks and how to make it truly effective in enhancing in-flight service and building customer loyalty in the future?

15:40-16:00 Airport retail: Generating better intelligence to support revenue growth Offering the right deal, at the right time,

through the right channel: What tools to rely on?

Omni-channel and multiple device approach

Barriers to airport shopping and how to remove them

Location-based shopping experiences

The coming robotics revolution: Why CIOs should care? Advances in robotics technology are making human–machine collaboration an everyday reality. Better and cheaper sensors, and more advanced cloud computing and data analytics tools are enabling robots to “understand” and respond to its environment. It’s a fascinating technology, but what does it really mean for CIOs in the air transport today? How robotics will translate into business results, and what is the roadmap for the technology to be used across the organisation.

15:40 Rebranding & relaunching Join us as we uncover how to successfully rebrand and relaunch an airline. Issues to be addressed include: The story behind the rebrand

Fresh approaches to communication, products and services, reward and loyalty

How to use social, mobile and digital to amplify the brand message

Best practices for integrated marketing campaigns

How data analytics help you grasp consumer sentiment for a rebranding and other major initiatives

How to activate a major rebranding campaign in a smarter, targeted and less expensive way

End Combined Q&A session

Join us to ask questions on what the three speakers have presented on branding. Essentially, let’s hear their further thoughts and voice your opinions on how airlines can become well-loved brands, why many are not doing a good job of it and what we are missing here?

How to successfully use predictive technology to tackle irregular operations and improve customer care? What type of impact could delay-detection and

prediction technology have on disruption management?

How to deliver a personalised real-time experience, event when things are going wrong?

Understanding the future for predictive technology and real time customer interactions: where next?

End Combined Q&A session

Join us to ask questions on what the three speakers have presented on customer experience. Essentially, let’s hear their further thoughts and voice your opinions on what the future of customer experience might look like and how we should prepare ourselves to be future-ready.

16:00-16:20 Digitising the airport operations: How AR can add value

As airport operators, why should we care about augmented reality? How does it help with our shrinking budget, and how will it enable us to confront the new security concerns and tap on retail opportunities we will face in 2018 and beyond? How can it drive more intelligent use of our limited human resources and infrastructures? Join us as we discuss the practical AR strategy for the airport of the near future.

End Combined Q&A session

Join us to ask questions on what the three speakers have presented on airport operations. Essentially, let’s hear their further thoughts and voice your opinions on what the future of airports might look like and how we should prepare ourselves to be future-ready.

Architecting agility for new digital PSS PSS platforms provide airlines with key functionalities such as inventory management, ticketing and reservation. The recent surge in mobile transactions, self services and personalisation have led to the need of a more agile, flexible and scalable system.

How to integrate numerous internal and external systems under PSS?

What’s your framework to align your PSS with current and future airline IT trends in self-service, multi-transactions on mobile devices and personalisation?

What’s your secret of success?

16:00 Exhibition Visit, Networking, Refreshments

Close of Aviation Festival Asia 2018

This is a confidential draft document. Please do not distribute without the consent of Terrapinn Pte Ltd. For more information, please contact: Phu Nguyen | Conference Manager | e: phu.nguyen@terrapinn.com | t:+65 6322 2338 | m: +65 8148 8538

© Terrapinn Pte Ltd 2017-2018 Last updated 12 February 2018

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27-28 FEBRUARY 2018 SUNTEC CONVENTION CENTRE, SINGAPORE

PRELIMINARY AGENDA

Airline University Free-to-attend industry talks at the exhibition floor.

Want to understand more about the different business units in an airline, the challenges they face and how they overcome them? Attend our Airline University for a quick-fire industry snapshot.

Day One – Tuesday 27 February, 2018 Day Two – Wednesday 28 February, 2018 11:00 Creating a start-up airline

Everybody's dream to create an airline. What are the pitfalls? What are the steps? Where to get the fundings?

Hervé Gueusquin, Chief Executive Officer, SAGA - Sahel And Gulf Airlines

Airlines as digital platforms Marko Javornik, Vice President / General Manager, Mobility & Travel, Comtrade Digital Services

12:00 Entering new market: A case study of Nepal’s aviation industry Entering a new market can be an exciting and also aching experience due to both the opportunities and risks involved. This presentation will give an example of a market analysis, what makes it a great destination and what challenges for internal and external parties (e.g. airlines, airports, air travel partners) to break through.

Capt. Vijay Lama, Senior Advisor, Northern Light Academy of Aviation and Technology (NAAT), Kathmandu, Nepal

Opportunities and challenges of Artificial Intelligence, Virtual Reality and Augmented Reality for airline marketers

Airlines are beginning to show interest in new and emerging technologies like AI, VR and AR to enhance business efficiency and improve customer experiences. Join us as we explore the latest technologies that will play a crucial role in reshaping the air transport industry.

Youvraj Seeam, E-Sales & Product Manager, Commercial (E-Commerce), Air Mauritius

13:00 Advanced approach to pilot training The talk aims to present the recent initiatives in the pilot domain on how to meet the cadet’s professional and personal requirements. This is important as the aviation industry is growing at an exponential rate and the need for professional pilots is crucial.

Capt. Rajeev Bhalla, Fleet Supervisor, Standards & Quality Assurance, Line Training Captain & Cadet Pilot Inductions, IndiGo

Watch out, airlines: High speed rail now rivals flying on key routes Across Asia and Europe, high-speed rail is providing a competitive alternative to air travel on the same routes, in terms of price and the all-important barometer of time. Put that together with the environmental benefits that flow from not burning jet fuel, and staying on the ground begins to make more sense for travelers who would otherwise trudge to the airport.

Andrea Giuricin, Adj. Professor (Transport Management), University Milano Bicocca Italy, Adj. Professor (Marketing Management), University of Minnesota, Michigan State University, and University Southern California

14:00 The future of long-haul low-cost

Is it operationally, commercially and network technically possible for low-cost airlines to start a long-haul operation? Will eventually LCCs be as powerful on longer routes as they are today on short ones in much of the world?

Gautier Parfait, Flight Operations Training Coordinator, British Airways

Aviation education & training quality: Hard cake to bake The presentation will cover the key concerns and challenges in aviation education, especially how training courses keep up-to-date as practices and technologies evolve. Also, we will take a look at some of the new training methods (including choices of instructors, instruction style, and instructional techniques) to provide ongoing education to develop and maintain both technical and non-technical skills.

Manish Yadav, Instructor & Member, International Air Transport Association (IATA), Assistant Professor, Faculty of Aviation Management /Airport Operations, Modern College of Business & Sciences, Oman

15:00 Airline reputation management in digital age: What to say, when to say and how to do it? With social media, the news can be flashed around the world before the airlines are fully aware of the event. Join us for practical tips on how social media is redefining crisis communications and how to turn open communication from threats to opportunities.

Dr. Salman Khan, Researcher, Toulouse Business School

Ancillary revenue strategies

Ancillary revenue continues to be an important revenue stream for the airlines. How to increase sales? Do you know what your customers want? What are the barriers and solutions to customised ancillary offerings, targetted messages and payment?

Kee Wai Koo, Assistant Manager Ancillary Revenue & Firefly Holiday, Firefly

16:00 Continuous improvement: What can we do to further reduce turnaround time and improve on-time performance? In the simplest terms from an operational perspective, airlines need to maximise the value of their aircraft by decreasing the costs and time on the ground. Unfortunately, the turnaround of a modern aircraft in a congested airport is a complex, cross-functional operation. Until existing processes and value streams are truly understood, systemic improvement is impossible.

Octavianus Tana, Continuous Improvement Manager, Indonesia AirAsia

Distribution strategies: The way forward Airlines want to be more effective in how they sell, so that travelers find the value they seek and airlines can be more profitable. Join us to find out how airline distribution will evolve from its current passive, rigid, and technology-centric state to a more flexible, dynamic, and passenger-centric environment which we call active distribution.

This is a confidential draft document. Please do not distribute without the consent of Terrapinn Pte Ltd. For more information, please contact: Phu Nguyen | Conference Manager | e: phu.nguyen@terrapinn.com | t:+65 6322 2338 | m: +65 8148 8538

© Terrapinn Pte Ltd 2017-2018 Last updated 12 February 2018

19

27-28 FEBRUARY 2018 SUNTEC CONVENTION CENTRE, SINGAPORE

PRELIMINARY AGENDA

On-Floor Seminars Free-to-attend technology showcase sessions at the exhibition floor.

Hear from the most innovative solution providers in the space as they offer you deeper insights into their products. From seat innovations to IFE, distribution and ancillary revenue, it’s all here. Make sure you are too.

Day One – Tuesday 27 February, 2018 Day Two – Wednesday 28 February, 2018 11:00 On-Time Performance (OTP) is not an option, its mandatory

Altay Fellah, Vice President, Business Development, INFORM GmbH

Discover how TravelCar helps airlines generate additional revenue in more than 50 countries thanks to parking! Sarah Borsoi, International Partnerships Manager, TravelCar

11:30 Airport transfers – The missing millions Alex Rogers, Head of Global Partnerships, conxxe

Connected Airline; Connected Crew Siva Vajjhala, Chief Executive Officer, TPF Software Incorporated

12:00 Enhancing passenger experience through digital reading material Philipp Jacke, Managing Director, Media Carrier

How can airlines use digital platforms to boost its’ ancillary revenue? Marko Javornik, Vice President / General Manager, Mobility & Travel, Comtrade Digital Services

12:30 Intuitive self-tagging central to a complete end to end passenger process Borry Vrieling, Founder & Managing Director, eezeetags b.v.

How Bluetooth will revolutionise LCC connectivity for airline PAX and crew Derek Byrne, Technical Director, AeroAid

13:00 Inflight digital marketplace: How passenger connectivity can unleash e-commerce revenues for airlines Agnès Debains, Co-founder, airfree

Airline IT and the challenge of automation RESERVED for Atlantic Aviation

13:30 Connected Cabin Upgrade Hardware and Intelligent Monitoring Systems for security, safety and passenger experience Trevor Lea, Managing Director, Flitetec & FliteTrak

What is stopping the industry from going full composite? Bringing hi-tech to Economy Class seats

RESERVED for Sysco Software

14:00 Switching to IFE on mobile and to digital press Laurent Safar, Chief Executive Officer, Adaptive Channel

Is cash still king for travelers today? RESERVED for Eirtech

14:30 Providing passengers on board Low Cost Carriers with engaging content and connectivity to the ground – at very low Capex and Opex for operators

Mahmud Khan, Chief Executive Officer, Clarus LLC

How do you paint 1,000 aircraft per year globally RESERVED for Shannon Group

15:00 Leading the travel sector from online to mobile Semra Kandemir, IT Director, Hitit Computer Services

15:30 How customer intelligence can help airlines in increasing revenue Ajanthan Mani, Product Manager, GoQuo

16:00 Advanced user interfaces and virtual reality applied to customer relations, from marketing to the industrial application of technology Joaquín Alviz, Chief Operating Officer, 3D SeatMapVR

16:30 Airline recruitment trends and challenges Sam Sprules, Director, AeroProfessional

This is a confidential draft document. Please do not distribute without the consent of Terrapinn Pte Ltd. For more information, please contact: Phu Nguyen | Conference Manager | e: phu.nguyen@terrapinn.com | t:+65 6322 2338 | m: +65 8148 8538

© Terrapinn Pte Ltd 2017-2018 Last updated 12 February 2018