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Breakout session 2: New opportunities in hospitality and service
Session Chairman: Jeremy Clark, Consultant, JC Consulting, Vice President, Inflair, & Consultant, Onboard Hospitality 14.00-14.05 Chairman’s welcome
14.05-14.25 Impressing your customers – the top service trends to watch An exclusive preview of new research into the hospitality trends that will impact on your service delivery and make a difference to your customers, including: • Cabin crew as concierges • The service touch: learning from hospitality brands • Teaming up with consumer brands for onboard amenities • Airlines as cultural ambassadors: going local, storytelling, sense of place Raymond Kollau, Founder/Trend Analyst,
airlinetrends.com
14.25-14.45 Going local and engaging with the world When you are serving a multi-national, multi-cultural market, just what is local and how do you do it well? Can celebrating and showcasing the local culture and cuisine of your home market enhance your brand personality and deliver extra value to guests from other regions? How does localism fit into the green agenda? Peter Gabrielsson, Vice President Customer Experience, Finnair
14.45-14.55 Q&A
14.55-15.30 Panel discussion plus Q&A: Unlocking your inner retailer • How can airlines move from adding a price tag to every service passengers previously got for free to providing an enticing retail experience? • Where are the new opportunities to add value by bringing in expert partners?
• What will be the impact on your food and beverage offer and service of this brave new retail environment? • How can a high tech cabin environment support sales growth? Oliver Ranson, Founder & Pricing Expert, Ranson Pricing
15.30-16.00 Coffee and networking 16.00-17.00 Insight on innovation:
Airlines and their supplier partners reveal the behind the scenes challenges and learning from bringing a recent project to successful implementation Chris Jackson, Vice President, Airline Business Solutions, Global Business Development, DHL
Ticket Prices Aircraft Interiors Expo - FREE of charge
Passenger Experience Conference Standard Delegate Rate (Industry) Pre-booked – €299 + VAT At the show booking– €400 inc VAT
VIP Delegate Rate (Airline) Pre-booked – €99 + VAT At the show booking – €160 inc VAT
Industry Networking Party Free to attend for conference delegates Non-conference delegates - €70 inc vat
Breakout session 3:
Cabin interiors to support new ways of doing business Session Chairman: Vern Alg, Consultant, Aircraft Interiors Expo 14.00-14.05 Chairman’s welcome 14.05-14.25 Flexible Futures
Life experiences frame our expectations – cultural, gender and generational difference all effect how we view the world. Tastes, needs and desires vary tremendously and change quickly. However, most of the world is designed for the average and, more often than not, this results in the lowest common denominator of products and services. New ideas on how airlines can design-in flexibility into their service model and interior environments to accommodate personal tastes and differing passenger expectations. Jeremy White, Head of Transport, Seymourpowell
14.25-14.45 How will the cabin environment adapt to airlines’ commercial ambitions and changing consumer profiles • Rethinking configurations to suit changing passenger demographics
• Handling and maintaining the high-valued customer • How can the cabin accommodate digitally savvy customers and their desire to be always connected to their devices • How Delta quickly and efficiently changed their implementation process to match the demands of the modern passenger Michael Kotas, General Manager – Cabin Maintenance, Delta Air Lines
14.45-14.55 Q&A
14.55-15.30 Panel discussion plus Q&A: Improving the travel experience for passengers with reduced mobility • Opportunities for innovative cabin design to create value-added comfort and service for older, larger and less mobile customers • Meeting the challenges of disability legislation impacting on the cabin environment Jörg Cremers, Expert Cabin Aeromedicine, Health & Comfort, Airbus Jennifer Coutts Clay, Principal, J Clay Consulting PJ Wilcynski, Payloads Chief Architect, Boeing Commercial Airplanes
15.30-16.00 Coffee and networking
16.30-17.00 Insight on Innovation – Breaking through the “no” in innovation • How do you get innovation in a highly-regulated environment, where so many people want to put “no” in innovation.
• Working with customers who want to do something new and push the boundaries, but who are also risk adverse • Managing the innovation process – and how to control, mitigate, and minimise the risk.
• Understanding customer needs, and creating outcomes that meet those needs Baden Smith, Head of Airline Business, Altitude
16.30-17.00 Insight on innovation - Next-generation Flying Eye Hospital Project • Background about the Flying Eye Hospital project and a program update
• Comparison of the current and new cabins in terms of technology advancements
• Drivers of the aesthetics and material selections in the new cabin, passenger and medical areas • Relevant to airlines and suppliers: approach to certification, harmonization among differing environments, cost control Daniel Baron, Managing Director, LIFT Strategic Design Jack McHale, Next-generation Flying Eye Hospital Project Director, ORBIS
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