Speaker Biograghy: Paul is Head of Passenger Experience for the International Air Transport Association. He is responsible for the strategic direction of how IATA is working to improve the experience of the passenger through process and technology enhancement. Paul leads the industry initiatives for improving the passenger experience through the Fast Travel and Passenger Facilitation projects. Prior to his current role, Paul created the IATA Common Use Self-Service and Fast Travel projects. He has been in the aviation industry for 16 years. He joined IATA in December 2004 from BAA at London Heathrow, where he had several roles including Project Manager, BAA Common Use Self-service programme; IT Project Manager for various BAA IT programmes; Supply Chain Programme Manager for BAA's 100% Hold Baggage Screening and IT Procurement Manager. Paul holds a BA (Hons) degree in English from the University of Reading in the UK.


Day 2 - 19 April
Session: Technology and Processing

12:00 - 12:30 - One platform, many advantages: why airports are adopting common-use technology
Synopsis: With passenger loads on the rise and airport real estate at a premium, airports of all sizes are beginning to take the lead on adopting a common-use strategy to quickly adapt to the changing needs of airlines, optimise non-aviation revenue and improve the experience for their travellers. Get the latest update on CUPPS from IATA and learn how Orange County/John Wayne Airport in California is implementing a common-use infrastructure to address these challenges and transform the passenger experience.

Day 2 - 19 April
Session: Technology and Processing

16:35 - 17:00 - PANEL DISCUSSION: Predicting and capitalising on passenger trends
Synopsis: .Measuring and improving operational efficiency .Solutions for the digital traveller – augmented reality .Fast travel initiatives .How technology can streamline and reduce processing at airports .Eliminating and combining touchpoints to reduce repetitive processes

Day 3 - 20 April
Session: Customer Service and Passenger Experience

10:05 - 10:35 - Delivering the next-generation passenger experience
Synopsis: Over the last 10 years the passenger process has changed radically from mainly agent based, to self-managed travel. However, simply asking passengers to do more themselves does not translate to a good experience. Learn how the next-generation passenger experience is not only adding value to the passenger, but creating a better experience throughout the journey.