While the aviation industry gets ready to ensure safer travel with pre-boarding testing schemes, travel retail has been lagging behind, driven by uncertainty about future passenger behavior. Once the rebound starts, who will be the industry's customers? The brave, experimental, seasoned world travelers first? Or those who need to fly on business or to visit friends and family, but prefer to keep their distance? Will airports be able to give passengers the feeling of safety and excitement that has been typical for this industry that has recovered relatively quickly after security scares in the past? And what will be the impact of tomorrow’s passenger behavior on commercial masterplanning, retail mix and assortment both medium and long term?

What the audience will learn

• Recent trends in airport retail as a direct result of the pandemic
• Impact of lessons and restrictions caused by Covid-19 on passenger behavior and psychology
• Implications for retail design and mix

The presentation will look ahead at the changing nature of travel, and discuss the resultant change in the passenger mix. It will also cover the psychology of travel and travelers, in terms of new expectations for shopping and dining propositions in airports and, consequently, how the commercial offer will evolve.

What the audience will learn

• Our view of passenger evolution as travel begins to recover
• How the travel retail/F&B offering has changed, as well as what’s remained the same
• New passenger behaviors as a result of the pandemic
• New passenger behaviours as a result of the pandemic

Since the beginning of the pandemic, travel has changed. Although air travel will recover, consumer behavior has shifted entirely and will continue to evolve. Airport hospitality is even more fundamental during this recovery period as travelers require more support and reassurance. It is crucial for service providers to be observant, agile and innovative in service offerings to shape the new age of travel as it becomes more complex. With the emergence of new customer segments, industry players must consider key factors in travel and be ready for business transformation such as digitization and partnerships to revive the industry.

What the audience will learn

• Phases of travel recovery: catering to new travel demands and customer segments
• Considering key factors in travel and changing psychology in travelers: approaches to revolutionize airport experiences
• Reviving consumer and business confidence post-pandemic
• Digitization to enhance passenger experience: understanding consumer behavior, building an online community and promoting seamlessness
• Re-engineering the airport journey with integrated experiences and partnerships to support industry players and evolving consumer needs

The presentation will discuss the main trends in terms of the changing nature of travel, the mix of travelers and their new mindset that has been noticed at Paris Airports. Then we will discuss the challenges that we have to overcome to keep offering the passengers a unique hospitality and retail experience in this new context.

What the audience will learn

• Challenges to overcome in this new travel era

Our aim is to make time valuable for passengers at Amsterdam Airport Schiphol. Our customers are the central focus of everything we do. Understanding, acknowledging and responding to their ever-changing demands and adding value along the entire passenger journey are absolutely essential. The challenge is to effectively predict their behavior and offer the right products, services and information at the right time. During this session, we will give you an insight into the way Covid affects passenger behavior and how we adapt in our aim to deliver a valuable customer journey. We will address our way forward and our latest and future innovations.

What the audience will learn

• How we innovate the customer journey by trial and error

This presentation draws from a pilot study we conducted in January 2021 exploring expectations for travel over the next 12 months among five key nationalities for global travel: Chinese, British, German, American and South Korean. We have been tracking the profile and shopping behavior of traveling consumers for a decade now, with the Travel Retail Catalyst Study (TRACS). Our TRACS data acts as an important benchmark. The travel expectations identified in the pilot study can be compared against ‘normal’ pre-Covid-19 travel behavior and preferences in our TRACS data.

What the audience will learn

• The changing nature of travel, at least for the next few years
• Will the mix of travelers change? For example, will VFR travel rebound first, then leisure, then business?
• The changing psychology of travelers – will new segments emerge with a different approach to shopping?
• Taking into account the changing landscape, how should the shape and size of the commercial offer evolve?

The Covid pandemic has impacted on world travel. Meanwhile, in the UK, data shows that tens of thousands of passengers continue to use assistance services at airports. This is against a background of furloughed staff, the introduction of new passenger processes due to health regulations and fluctuating demand for assistance services. The experience in the UK has been of an industry rising to the challenge despite these unique challenges, and ensuring that fair access to air travel remains available for those who need it.

What the audience will learn

• How the UK aviation industry is supporting disabled and less mobile people during the crisis
• How the UK CAA is supporting the industry during the crisis
• How the UK CAA is getting ready for the accessibility and aviation ‘restart’ next year

This presentation will focus on the European Commission's evaluation of Regulation (EC) 1107/2006 on the rights of passengers with disabilities and reduced mobility when traveling by air. It will also discuss measures taken by the Commission to protect passengers’ rights during the Covid pandemic.

What the audience will learn

• The findings of European Commission's evaluation of Regulation (EC) 1107/2006
• The main focus of the study is the period between 2011 and 2019, however it also examines some more recent challenges caused by the COVID pandemics this year.
• Commission measures to protect the rights of passengers with disabilities and reduced mobility following the outbreak of the COVID pandemics

The second edition of the IATA Accessibility Symposium expanded the focus on ensuring that policy and processes related to accessibility are consistent and in line with the IATA principles on accessible air travel. The current environment amid Covid-19 was also addressed, including guidance developed to help support and inform policy as airlines welcome passengers with disabilities back to the skies. The IGAS gave voice to frequent travelers who told their stories from their perspective. Let's review what happened after the symposium and what is forecast for 2021 in terms of global access in air travel.

What the audience will learn

• Global accessibility in air travel

Covid-19 has impacted the decisions of two-thirds of PRMs to book future air travel. Furthermore, airlines and airports have stripped back their accessibility services and paused funding into accessibility innovation. With PRM volume growing, there is real concern that if not invested in, the growth of innovation will be much slower than required. WCHCs in particular are being undervalued, and their financial importance will be shared here. A top-down pan-disability invested approach is critical to ensure the future success of accessibility in aviation. Questions should be asked about whether PRM remains an appropriate inclusive description of passengers who receive such support.

What the audience will learn

• Impact Covid-19 has had on PRMs
• Importance of the growing PRS volume for the future
• Why WCHCs are being undervalued
• The importance of continuing to invest in accessibility
• Why PRS could be seen as a more appropriate term instead of PRM

The significant rise in domestic air-travel numbers in the US and China signifies passenger confidence is returning and airlines are now working toward zero cash-burn. But there is a dog fight on the horizon: with business travel affected long-term and international restrictions still in force for the foreseeable future, legacy carriers are shifting their focus to get a piece of the domestic leisure market. With half the business and twice the players, there’s not enough business to go round – so who will survive? Will there be a race to the bottom on ticket prices, or will airlines innovate to win the fight for passenger preference?

What the audience will learn

• Forecast market recovery insights that highlight macro industry trends on the horizon
• Airline route, service and cabin innovations that highlight seismic shifts by airlines in a bid to survive
• Key consumer trends and parallel industry innovations that we are seeing cross-industry
• How forward-thinking airlines will use design as a tool in the fight for passenger preference and brand differentiation

Covid-19 is driving changes to the way the world travels that we are only beginning to comprehend, accelerating trends and upending established thinking. As our industry grapples with these shifts in technology, economics and culture, we explore how the passenger experiences of the future can grasp these new opportunities to reposition the premium travel experience for a new generation, and deliver a dynamic and engaging return to sustainable growth.

What the audience will learn

• What are the key factors re-shaping the on board experience
• What industry experts believe are the changes we can expect in the future
• How design can be used to anticipate change, mitigate risk and attract the next generation of premium passengers

Airports are always working to improve the passenger experience and to meet new and evolving customer needs like seamless travel and increased sustainability. The Covid pandemic has had a large impact on passenger needs regarding safe travel. Innovation and new ideas are key to meet all these different needs and move toward the next-generation passenger experience.

What the audience will learn

• Current measures put in place at Swedavia’s airports in response to the Covid pandemic
• Insights on important aspects to create a safer passenger experience
• How innovation and new ideas can create a more safe, seamless and sustainable passenger experience in the future

While the industry puts new safety measures in place, it needs to keep passengers feeling good along the way. Can this be achieved through innovative safety measures that improve passenger experience today? And can they be flexible enough to meet any new requirements to come? Many passengers are faced with an impersonal service, and they long for familiar comforts and safe spaces. Introducing organic shapes, living materials and natural textures to waiting areas can transform these places into relaxing oases. Plantlife can be used to provide social-distancing barriers and also direct passenger flow. When we find ways of taking passengers beyond the new normal, their journeys will remind them of happier times.

What the audience will learn

• There’s a strong correlation between passenger satisfaction and concession revenues, because both need relaxing environments to thrive
• How to identify agile, innovative, short-term solutions that easily adapt to post-Covid-19 requirements
• Terminal interiors can be safe and sensory, using design inspired by nature and natural surfaces to make passenger areas more relaxing
• Thanks to their powerful anti-viral and anti-bacterial properties, natural materials are becoming game-changers today

To help set the scene, the panel will start with some key highlights and charts from the just-released 2020 Airport and Airline IT Trends Surveys, including the industry's response to touchless processing, the areas where this is being implemented, and the technologies being leveraged to ensure a safe and healthy industry.

American is focused on creating touchless solutions that give customers the confidence to travel during the pandemic, while also focusing on long-term capabilities that deliver a frictionless customer experience. We're working with government and technology partners to develop technology that will make the day of travel experience feel less transactional and more reflective of the digitally enabled world we live in.

What the audience will learn

• Developing a touchless solution with a focus on data security
• Creating a better experience for customers and team members
• Partnering with airports to develop touchless solutions

The presentation will highlight the specific programs that Miami International Airport has implemented or enhanced in response to Covid-19. This will include a brief overview of new technologies being tested to help with day-to-day operations for passengers and staff.

What the audience will learn

• The importance and impact of touchless/low-contact solutions at Miami International Airport

The combination of a digital, touchless and personal hospitality experience has always been at the center of Lufthansa Group's passenger experience and has become even more relevant in recent months. The aim is to design a passenger-determined experience that is personalized and provides efficiency and hospitality. To achieve this, Lufthansa applies innovative service designs and technologies.

What the audience will learn

• Service and experience design
• Technology
• Innovation

The presentation will cover a number of ideas that are being trialed or implemented at Gatwick to reduce the Covid risk for passengers and staff. This will cover a UV tunnel for tray disinfection, touchless biometric journey, automatic baggage belt allocation, a restaurant booking solution and bingo boarding.

What the audience will learn

• Ways to reduce the Covid transmission risk
• Cost-reduction opportunities for future operations
• New ways of improving the passenger experience

The presentation will explain how biometrics can have positive direct and indirect effects on passenger experience, where some revenue streams could be increased in a normal non-Covid world. It will also look at how investing in transforming the airport into a digital one enables rapid adaptation, reducing the risk of virus contagion, plus speeding processes to avoid queues and almost any future challenge that could require a change in airport procedures.

What the audience will learn

• How biometrics benefits and contributes to the airport ecosystem
• Possible ROI from biometrics and touchless procedures

What are the various lessons learned from the Covid pandemic and how can they be leveraged to become drivers of change? How can the industry absorb the related significant investments required? Are there opportunities to help answer these challenging questions? This presentation will look at the role of airports, collaboration with all other industry players, the opportunities and ways to drive for change while discussing funding solutions.

What the audience will learn

• The way airports have adapted and coped with the pandemic
• Global figures related to the economic impact of the pandemic on airports worldwide
• Initiatives taken by airports in collaboration with other industry stakeholders
• Opportunities to accelerate change, for innovation, upgrades in technologies and accelerated changes in country regulations
• What can be expected in the medium and longer terms

The transformation of the travel experience into a contactless journey had already begun, but could Covid be an unexpected catalyst for the acceleration of a healthier travel vision? Given the unprecedented financial impact on the industry, the investment required by stakeholders will be a huge challenge in the short run, so can the industry take this opportunity to recover in a strategic way even though there might not be a short-term ROI, or will the reaction be to go back to what we know because it is safer, and miss out on the opportunity to change. Also, does this require a new approach between the key stakeholders?

What the audience will learn

• How can we rebuild customer confidence in traveling?
• Who benefits the most from a seamless and contactless travel experience? Is this for passengers only?
• How are short-term investments in new technology performing?
• Given the financial shape of the industry, how do stakeholders make the decision to invest in this transformation? Does the industry need a new approach to investment between stakeholders?
• Are we behind when it comes to standards? How do we achieve standardization globally and who should lead this?

Contactless is a trend we experience in everyday life, including within the aviation industry. But does it actually provide any benefits to airports, airlines and passengers, and what challenges must be overcome to implement it? What opportunities exist to encourage ‘totally touchless’, that will enhance airline and airport products, improve the passenger experience and attract positive ROIs?

What the audience will learn

• The benefits and challenges of contactless journeys
• Opportunities for innovation
• What’s it in for me – does contactless actually provide higher ROIs?

Whether it's due to airline mergers, economic downturns, technology innovations or public health concerns, the airport industry is ever-changing. Only those leaders and airports that are adaptable and embrace those changes will survive – and perhaps even thrive.

What the audience will learn

• Identifying and exploiting the positive attributes of your business is essential
• Diversification of revenue streams will ‘recession proof’ your business
• Cargo is king in the e-commerce world

The presentation will discuss the collaboration between the city of Austin and Austin Bergstrom International Airport during Covid, including the impact on staffing, concessionaires and the capital program. It will also discuss financial status, short-term relief and budget planning to match declining numbers, plus understanding the new norm for the airline business, the effects it will have on the economy of City of Austin, and the changes in airport management.

What the audience will learn

• Budget review and management
• Concession relief and operations
• Non-aeronautical revenue generation
• Capital program strategized to balance demand, cost and growth

A critical moment in a passenger’s confidence occurs before they even walk through the revolving door. At airport entry points, travelers want to see smart procedures to limit the spread of Covid-19. These need to be faster, touchless and designed to maintain physical distancing. Redesigning layouts and queuing strategies, combined with leveraging new touchless technologies, can speed up processing, minimize the wait and keep everyone at safe distances. Finally, once passengers get through security, they need to be able to move freely and with confidence. Passengers want to return to their comfortable shopping, dining and waiting habits in a safe environment.

What the audience will learn

• The pandemic effect: aviation decline
• Airport revival: getting back into action
• Restoring passenger confidence through airport design
• Adopting many travel policies and practices simply because people expect them
• Airport strengths and challenges that are amplified by the pandemic

The presentation will offer a unique perspective on Covid coping and recovery strategies.

What the audience will learn

• Air service growth during Covid
• Relationship strategy
• Partnerships with local economic development agency