Passenger Experience

How airports are reshaping passenger experience, ensuring smoother, more efficient and more intuitive journeys.

14.00-14.15
Session scene setter and passenger experience stream moderator
Adam Scott, Founder, Experience Foundation

14.15-15.00
Passenger experience panel
What happens when passenger experience becomes an organising principle for the whole aviation ecosystem? Could experience become a lens through which aviation can optimise operational performance, improve commercial outcomes and create long-term regional value?
Moderator: Adam Scott, Founder, Experience Foundation
Mark Wolfe, Aviation Sector Lead UK & Europe, WSP
Angela Wong, Airport Practice Lead, London, SOM
Jose Rodriguez Gonzalez, Partner, Foster + Partners
Sam Cooke, Director, KPF
Samantha Dean, Director, Weston Williamson + Partners
Matthew Butters, Director, Pascall+Watson; Vice Chair of the British Aviation Group

15.00-15.20
Innovations shaping the next generation of airport journey experiences
Airports are exploring how technology and innovation can create journey experiences that are more seamless, connected and accessible for all. Drawing on the latest testbeds and innovation programmes, the session explores emerging technologies, lessons from other sectors and what they could mean for the airport passenger experience of the future.
Kirsty Murphy, Aviation Team Senior Consultant, Connected Places Catapult

15.20-15.55 Networking

15.55-16.30
Reimagining the passenger journey: delivering resilient, secure and seamless airport experiences
Passenger expectations are evolving, with travellers demanding seamless, efficient and digitally enabled journeys from curb to gate. Meanwhile, airports must strengthen security, resilience and accessibility while accommodating growth and decarbonising operations. This panel will explore how airports, government agencies, designers and industry can work together to put passengers at the heart of infrastructure and operations, examining the role of investment, border processes, digital innovation, behavioural insight and human-centred design in creating the airport experience of the future.
Moderator: Nathaniel Taylor, Strategic Development Director, Galliford Try
Paul Chandwani, Strategy & Transformation, UK Home Office
Bethany Gent, Associate Director, TRS
Mario Tammaro, Programme Delivery Manager, MAG
Paul White, Associate Director, Ridge

16.30-16.50
Rethinking transit to and from airports
The world's first Glydways system, an on-demand, electric transit network, has the potential to rewrite transit to and from airports. Based upon small, self-driving electric vehicles designed to move passengers along dedicated roadways in and around Hartsfield-Jackson Atlanta International Airport, what is the broader application.
Simon Swan, Global Solutions Director for New Mobility, Arcadis

16.50-17.15
Improving security and passenger experience
Identifying opportunities to remove friction and improve security outcomes, while developing practical solutions that can be delivered within the airport’s existing infrastructure
Steve Clark, Manufacturing, Construction and Airports Director, Develop Consulting
Richard Thomasson, Airport Director for Guernsey and Alderney Airports