Programme Overview

  • 2019 Conference Programme Overview

    The Passenger Experience Conference is an opportunity to immerse yourself in new ideas, innovative solutions and the next steps in the evolution of passenger experiences, onboard environments and services.

    This one-day conference brings together senior strategists from airlines, rail and across the industry supply chain to holistically explore the latest passenger experience thinking with their peers.

    The day will open with a plenary session for all delegates, before dividing into three breakout streams, running concurrently for the remainder of the day. Each breakout stream is themed to encapsulate a different element of the passenger experience: The Competitive Cabin; Digital: The New Reality; and Revitalizing The Journey. Each stream will also examine how digital disruption and connectivity can better enable all these aspects of passenger experience in the future.

  • The Competitive Cabin

    How do we innovate products and services to deliver a better passenger experience and increased revenue for our businesses?

    Issues to be discussed include:


    • Carving up the space differently — how do you address changing mission requirements and changing passenger needs for improved ease of travel?

    • Technology collaborations to innovate interiors solutions.

    • How do you create an onboard experience that works for all travellers, including those passengers with mobility, visual or hearing impairments?

    • Collaborative journeys — case studies offering regional rethinks on seamless cabin and airport experiences.
  • Digital: The New Reality

    Digital tools are moving beyond trending mobile app features and will increasingly be integrated across the entire journey to create a user space that is seamless and finally delivers on the much-heralded digital environment.

    What are the most likely innovations and what can we learn from the achievements of other travel sectors so far?

    Issues to be discussed include:


    • As automated and digital/mobile self-service increasingly dominates much of the travel journey — how do you put human empathy back into the experience and can technology help?

    • Seamless recognition — how are biometric technologies opening up the journey through the airport and onto the aircraft?

    • How can we digitize the food and retail experience and use gamification to engage passengers and make the process more enjoyable?
  • Revitalizing The Journey

    How can we improve physical travel experiences and help passengers navigate their environment by deploying new sensory technologies?

    What will be the critical differentiators that passengers will want to buy?

    Issues to be discussed include:


    • How will new sensory touchpoints – sonic branding, voice technologies, haptic feedback – create better interactions with the passenger and innovate experiences on the ground and in the air?

    • Augmented and virtual reality offer opportunities to boost retail and create immersive passenger experiences, but how do you tackle the cabin design, regulatory and crew challenges of seamlessly blending the virtual and the real world inflight?

    • How can we provide better sleep experiences for passengers? What are the cabin and seating innovation that will ensure a restful flight? How can data tools, personal comfort devices and new approaches to menus and service ensure passengers arrive relaxed and refreshed?
  • Full programme coming soon


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