DAY ONE – 18th MARCH 2008
| 08.30 |
Coffees and Registration |
| 09.00 |
Chairman’s Opening Remarks - |
The chair will kick start the conference with a pan-audience business card swapping session, inviting delegates to share practical experiences on how to leverage process and technology to improve the passenger experience in the terminal.
Paul Behan, Project Manager, Common Use Self-service, Simplifying the Business, IATA
| Managing Multi Stakeholder Relationships To Optimise Passenger Flows In The Airport Terminal |
KEYNOTE PANEL 1
| 09.10 |
Managing Customer Experiences Throughout The Entire Terminal Journey Through Constructive Engagement With Airlines, Handling Agents & Border Control Agencies |
- Optimising passenger processes through understanding the diverse business models of low cost, traditional and leisure sector carriers
- Managing stakeholder relationships to optimise passenger flows and manage the collaborative integration of airport operations
- Reconstructing and remodelling check-in to incorporate new airline business models and changing security requirements
- Collaborating with airlines on sharing customer service facilities
Thomas Penner, Vice President Terminal and Passenger Services, Munich, Germany
Kevin Molloy, Vice President, Simplified passenger Travel and Chief Information Officer, Vancouver Airport
Tom Lewis, Senior Vice President Airport Operations, Dnata (Dubai)
Lee Gainsbury, Head of Ground Services, bmibaby
| 09.45 |
Questions and Answers |
| Re-Modelling Tomorrow’s Check-In Processes
To Meet The Competing Demands Of Diverse Airline Business Models
|
CASE STUDY
| 10.00 |
Multi Agency Interaction Strategies For Optimising Check In Passenger Processing |
- Assessing the opportunities for greater multi-agency collaboration in the check in hall
- Collaborating with ground handling agents and airline protocols to optimise queue management processes
- Incorporating physical infrastructure facilities into queue management planning
- The future role of terminal media and wayfaring PA announcements to improve process management at check-in
“The whole idea of a grand hall with a check in counter is becoming quite passé. So, how can technology and process management enable airports to operate more efficiently to ensure a positive passenger experience?”
Parker McClellan, Senior Airports Director, Orlando International Airport
| 10.25 |
Questions & Answers |
| 10.30 |
Coffee and Refreshments |
Sponsored by AviIT (the providers of AviCheck)
 
COLLABORATIVE DECISION MAKING TO OPTIMISE CHECK-IN PROCESSES
| 11.00 |
Achieving The Optimum Balance Between Traditional & Self Service Check-In To Meet The Diverse Requirements Of Low-Cost, Traditional & New Premium Class Business Model Airlines |
- Understanding the different check-in strategies of different airline categories to provide a foundation for true collaborative decision making, including -
- Low-cost airlines
- Traditional and scheduled carriers
- Business-travel segment
- Leisure and charter sector
- Applying different airlines preferences to the internet check-in, common use and dedicated use
- Evaluating new technology solutions for check-in including the latest mobile phone ID innovations
- Future roles for handling agents
- The future of proprietary kiosks
- The airline perspective: assessing future branding strategies for airlines
- The airport perspective: persuading major airlines to migrate to common use check-in terminals
Panellists include:
David Bourgon, Manager, Airport Airline IT Systems, Las Vegas McCarran Airport
Michael Hupe, Airport Managing Director, Dresden Airport
Dr. Jan-Wilhelm Breithaupt, Director for Global Passenger Processes and Services, Lufthansa
Bjørn Erik Barman-Jenssen, Director Station & In-flight Services, Norwegian Air Shuttle
José Oller, Director of Service Operations and Security, Eos Airlines
Hans Radier, Deputy Director, KLM Systems Services
| 11.50 |
Questions & Answers |
| 12.05 |
Remodelling Check In For Low Cost Airlines |
- Managing the customers of low-cost carriers – what do customers and carriers want?
Bjørn Erik Barman-Jenssen, Director Station & In-flight Services, Norwegian Air Shuttle
| 12.20 |
Questions and Answers |
| 12.15 |
Questions and Answers |
| 12.25 |
Optimising Check-In For Premium Carriers – Is The Internet The Future? Is Cuss Merely A Transition? |
José Oller, Director of Service Operations and Security, Eos Airlines
| 12.40 |
Questions and Answers |
| 12.45 |
Networking Buffet Lunch |
TECHNOLOGY PANEL SESSION
| 14.00 |
Evaluating ROI & Customer Feedback On The Latest Technology Innovations For Remote Check-In Including Mobile Phone ID & Biometric Applications |
- What technologies are available and how are they being utilised?
- Overview of 2D barcode technology
- Biometric applications
- Bringing together different touch-points into one database
Panelists already confirmed:
Roy Braganza, Senior Manager Airport Operations - Remote Check-In, American Airlines
Alastair Deacon, Technical Director, Real Time Engineering
| 14.30 |
Questions and Answers |
| 14.40 |
The Future Of Baggage Drop Off - Solutions For Managing The Security, Excess Luggage & Legal Aspects |
- Remote bag drop off
- Assessing staff manning and human resource requirements for the future baggage drop off
- Evaluating future technologies for automated drop off
- Managing security at baggage drop off
- Dealing with excess luggage
Tony Chapman, Product Director EMEA, ARINC Airport Systems
| 15.00 |
Questions and Answers |
| 15.05 |
Coffee and Refreshments In The Exhibition Area |
Sponsored by ICTS Europe
| Optimising Security Checkpoint Operational Management To Handle Increasing Passenger Volumes |
MITIGATING SECURITY CHECK POINTS PINCH POINTS
| 15.35 |
Streamlining Security – Optimizing Resource Planning, Including Shift Management, At The Central Search Checkpoint |
- Overview of risk based security assessments and how this impacts operational planning
- Combining best practice people management with operational processes and technology to deliver the most effective security checkpoint process – how to process more passengers with the same headcount!
- Co-operating with security authorities to maximise operational efficiencies and to plan the number of channels in advance
- Increasing the number of channels to meet legal requirements on passengers numbers per security channel
- Minimising manning levels at security checkpoints through data collaboration utilisation
Johnnie Muller, Head of Security, Copenhagen Airport
| 15.50 |
Computer Based Training in Support of Critical Decision Making Processes in Aviation Security |
Ilan Paul Weinmann, Head of Product Quality Control and Training, ICTS Europe
| 16.05 |
Questions & Answers |
SECURITY CHECKPOINT TECHNOLOGY PANEL SESSION
| 16.15 |
Comparing The ROI Of The Latest Security Checkpoint Technologies To Understand How To Increase Capacity – What’s Working, What isn’t? Who Should Bear The Additional Costs? |
This session will assess the commercial payback and operational viability of the latest people screening and bag screening technologies. The key question facing airports is this, what is the payback of installing more expensive technology?
- Evaluating ROI – comparing the capital cost of new technology investment vs. the man hour reduction and security benefits
- Examining the viability of new technology solutions including biometrics, x-ray technologies, explosion detection technologies, x-ray technologies for both people and bags, metal detectors and walk through metal detectors
- Future collaboration models – should airports AND airlines pay for more expensive security technology investments?
Panellists include:
Alan Medlock, Service Delivery Director, London City Airport
Rowan Fogarty, Director of Safety, Security & Operational Compliance, Dublin Airport
| 16.45 |
Questions and Answers |
PANEL SESSION
| 16.55 |
Successfully Handling Unforeseen Crowd Accumulation At The Security Checkpoint – What Are The Key Best Practices And Operational Lessons? |
- Expediting more efficient customs practices, especially during unforeseen and short term changes to passenger volumes
- Mitigating peaks and switches in peaks at the security check point
- Optimising staffing during times of build up
- Assessing the best processes to handle different crown build up situations
Christian Marius-Wegner, Vice President Customer Service, Siemens
Jose Arsenio, General Manager Airport Logistics, Siemens Portugal
| 17.15 |
Optimising The End-To-End Passenger Airport Journey From Kerbside, Motorway Or Train Station To Aircraft (And Back Again) |
Paul Bloch, Joint Managing Director, Transport & Logistics Consultancy (T&L)
| 17.25 |
Questions & Answers |
CASE STUDY: LONDON CITY AIRPORT
| 17.35 |
Building A Roadmap To Increase Capacity For 2012 And Expand Far Beyond |
- Re-engineering the business with the forecast growth and beyond
- Processes to Improve restrictions on baggage and liquids
- Enhancing the passenger experience
- Changing business models to reflect competition from IT and other planning projects (St Pancras)
Alan Medlock, Service Delivery Director, London City Airport
| 17.55 |
Questions & Answers |
| 18.00 |
Close of Day One followed by Evening Drinks in the Exhibition Area |
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DAY TWO – 19th MARCH 2008
| 08.30 |
Coffee and Refreshments |
| 09.00 |
Chairman’s Opening Remarks |
Chris Forrest, Senior Director and Head of ARINC's Integrated Travel Solutions Business, Arinc Airport Systems
KEYNOTE- PANEL –COLLABORATIVE DECISION MAKING BETWEEN AIRPORT OPERATIONS AND CONTROL AUTHORITIES
| 09.10 |
Successfully Integrating Rapidly Changing National & International Security Regulations Into Terminal Operations Whilst Maintaining A Positive Passenger Experience |
- Resolving the short to medium term challenge associated with changing regulations on bags, liquids and gels
- Assessing collaborative standards for enabling airports operations to swiftly adapt to national and international border control standards
- Building flexibility into airport operational processes to incorporate the realities of managing security and border control in the 21st century
- How technology enables airports to operate more efficiently
- E-borders – strategies for collecting the data efficiently and ensuring it is sent to the right place
Andrea Baroni, Head of Operations, Zurich Airport
Mark Lyons, Strategic Development Manager – e-Borders Programme, Border and Immigration Agency
Nina Mitchell, Assistant Director, Security and Facilitation, IATA and Vice-Chair, IATA-led Simplifying Passenger Travel initiative (SPT)
Mike Restovich, DHS Attache to UK, Department of Homeland Security
| 09.40 |
Questions and Answer |
| 09.55 |
Operational Strategies For Handling E Borders Requirements |
- Data handling strategies for e-borders
- Dynamic data handling to ensure the actual optimisation of turnaround processes up until the plane leaves the gate
- Ensuring that data is as dynamic as possible so that everybody is working to a latest view of when the plane can leave the gate
Mark Lyons, Strategic Development Manager – e-Borders Programme, Border and Immigration Agency
| 10.15 |
Questions & Answers |
PANEL SESSION
| 10.20 |
Evaluating The ROI & Operational Effectiveness Of The Latest E Borders Technologies |
- Collaborating with airlines, handling agents and control authorities on technology and software procurement to handle e-borders requirements
- Effectively screening passengers, contractors and employees - Identify, Disrupt, Dismantle
Panellists Include:
Patric Marshall, Director EMEA, World-Check
| 10.50 |
Questions and Answers |
| 11.00 |
Coffee and Refreshments in the Networking Exhibition Area |
CASE STUDY INTO SAFETY MANAGEMENT BETWEEN AN AIRPORT & AN AIRLINE
| 11.30 |
Evaluating The Operational And Financial Benefits Of Carrying Out A Risk-Based Safety Assessment & Deploying Security Management Systems |
- Understanding the business process and impact of the assessment
- Criteria for risk-based assessment
- How deep do you check with your employees
- Data and type of audits carried out: collaboration with the airlines
James Bertram, Director of Public Safety, Toronto Pearson Airport - Greater Toronto Airports Authority
Iain Fernie, Director of Aviation Security, Air Canada
| 11.55 |
Questions and Answers |
RETAIL PANEL SESSION
| 12.05 |
Balancing Operational Requirements With Business And Commercial Drivers To Maximise Revenue In the Retail Space |
- Finding a balance between optimising retail revenues and passenger flow management – how can operations directors collaborate with retail and commercial stakeholders on this issue?
- Drawing passengers to the retail and duty free areas
- Maximising space for security and operations vs. commercial use
- Offering the right products for the right customers in the airport space
- Impact of different airlines’ business models on airport returns in retail
- Assessing the ideal way of optimising passenger flows whilst maximising retail revenues
- Examining the benefits of integrated purchases vs. separate shopping areas
Simon Preece, Head of Retail and Concessions, Bristol International Airport
| 12.35 |
Questions and Answers |
| 12.45 |
Networking Lunch Served In The Exhibition Area |
CASE STUDY
| 14.05 |
Best Practice Strategies For Effectively Handling Irregular Operations, Airside Congestion & Gate Capacity Management |
- Implementing a contingency plan to handle irregular operations
- Expediting more efficient processes to handle airside congestion
- Mitigating peaks and switches in peaks at the gate
- Assessing the best processes to handle different crown build up situations in the retail concourse
Rudolf Lipold, Executive Vice President Operations & Technical Services, Salzburg Airport, Wolfgang A. Mozart
| 14.30 |
Questions & Answers |
SELF BOARDING CASE STUDY
| 14.35 |
Optimising Pre-Board Screening Processes |
- Evaluating the impact of self-boarding to optimise cost, manpower and ease of use
- Putting control back to the customer – passenger does everything
- Different types of turn-styles
- Deploying simple barcodes
Laurent Petitmangin, Marketing and Ground Services Director, Air France
| 15.00 |
Questions and Answers |
| 15.05 |
Afternoon refreshments |
ARRIVALS PROCESS MANAGEMENT
| 15.35 |
Working With Control Authorities To Manage Immigration & Arrivals Passenger Flows |
- Working with immigration authorities to manage e border processes at immigration and arrivals
- Planning processes to link baggage handling and immigration agency processes
Kevin Molloy, VP, Simplified Passenger Travel and Chief Information Officer, Vancouver Airport
| 16.00 |
Questions and Answers |
CLOSING KEYNOTE PANEL
| 16.05 |
Integrating Effective Technology and IT Passenger Communications Systems Into A Centralised Operations Facility To Enable Optimum Response & Coordination |
- Consolidating new technologies into one interface with existing infrastructure
- Better use of real estate
- Driving data into a real time snapshot of what’s going on right now
- What data do you integrate and how do you make it accessible and secure
- Sharing information with the airlines
Technology and IT
Leonidas Daravelis, Manager, Acting Head of Information Technology and Telecommunications Business Unit, Athens International Airport
Johan Godin, Managing Director, AviaVox, The Netherlands
| 16.35 |
Questions and Answers |
| 16.45 |
Chair’s Closing Remarks And Close Of Conference |
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Airport Operations Directors