Speaker Biograghy: Rob has been in the business of core airline IT PSS systems all his career since joining KLM in 1981. He joined Emirates Airline in 1995. In his current job as VP - PSS & Passenger Experience he manages the team that provides the PSS systems that drive the heart of the company commercially and operationally. He has also been spending considerable time over the last few years on the long-term future of the passenger experience. As part of that he was Chairman of the IATA StB Steering Group and Think Tank, which in October 2011 launched a white paper called 'A road map to prepare for tomorrow's passenger'. Rob has been passionate about everything aviation-related all his life. He feels that now is the right time to work on redefining the way that all parties work together in the interest of the customer.


Day 1 - 18 April
Session: Technology and Processing

16:50 - 17:15 - PANEL DISCUSSION: What does the future hold for baggage check-in?
Synopsis: .Remote check-in opportunities - present and future .Overcoming heavy lifting with low-key technologies .Real-time sharing and distribution of baggage information .Hassle-free travel: end-to-end processes re-imagined .Lessons learned implementing simplified passenger and baggage processes Pros and cons of different baggage strategies (RFID, inline enhancements, scanner arrays, kiosks, etc.)

Day 2 - 19 April
Session: Technology and Processing

14:15 - 14:45 - All stakeholders must join together to service the travelling customer
Synopsis: In today's world the travel journey from A to B (via C) has so many stakeholders: travel agents, airlines, hotels, airports, transport providers, immigration, customs, security, to name just a few of them. The customer interacts with nearly all of these touch-points on a regular trip. But there is not much working together. This leads to duplication, frustrating experiences and cost. What is needed is a joined-up approach where all stakeholders work together much more closely for the benefit of the customer and themselves as well.