Aviation Loyalty

Loyalty, revenue, and retention for the world’s airlines and airports

What is the next generation of airline loyalty programs? This is what global loyalty leaders will explore at Aviation Loyalty, as many airlines struggle to design a loyalty program that delights the modern-day traveller. We will examine different areas of loyalty to understand how the industry can keep up with rapidly changing passenger demands. See agenda








Accomodations Plus International








Expedia Partner Solutions


Mastercard Data & Services



Travelport Digital


Urban Airship










Loyalty, Thursday 5 September 2019




Dee Waddell

IBM Keynote: Transcending Expectations: Transforming in a world of Mobile, Data, and AI

In an era of commoditization and expectations that things will move at lightning-speed, how do airlines transform and transcend above by empowering every front-line employee and leveraging all assets of the airline by unleashing mobile, data and AI.
Johan Lundgren

Keynote interview: Johan Lundgren, CEO, easyJet

easyJet CEO Johan Lundgren sits down with Guy Johnson to discuss how the easyJet brand is moving beyond price and creating a long-term plan with a vastly wider use of data analytics across the business. Find out from Johan how the airline is radically changing its holiday business and extending its reach to the wider travel value chain. Understand more about how easyJet is embracing data driven customisation and digital capability and learn about new partnerships that will develop from its new contribution model.
Sir Tim Clark

Keynote Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim Clark joins us to talk innovation, growth and coping with headwinds in aviation. Gain his unique insight on how he sees digital technology driving current and future successes. Find out from Sir Tim on what he sees as the most exciting technology impacting the end to end passenger experience. Understand how he views the future of global distribution systems and the potential impact of blockchain, biometrics, AI and IoT on day to day operations.
Joanna Geraghty

Keynote Interview: Joanna Geraghty, President and COO, JetBlue

JetBlue’s President and COO Joanna Geraghty joins Guy Johnson to talk about the airline’s transatlantic ambitions. It’s been almost 20 years since JetBlue was founded with the mission of bringing humanity back to air travel, and in 2021 the airline will begin service to London from Boston and New York. Joanna talks about how the brand stays fresh through a combination of its unique culture, dedicated crewmembers and its adoption of new technology, including that discovered by JetBlue’s own venture capital subsidiary.
Interviewee: Joanna Geraghty, President And Chief Operating Officer, JetBlue Airways
Panel discussion

Keynote CEO Panel

Following their interviews, our keynote speakers will join a panel discussion, where they will debate some of the biggest challenges facing the industry. Key issues they will address include:
  • How can the aviation industry cope with the rapid changes that digital technology brings and how are airline CEOs prioritising digital and mobile only tools and applications?
  • How can we develop a partnership for sustainable growth which meets rising passenger demand, balanced with action to reduce environmental and community impacts?
  • What are the trends that will shape the industry into 2020 and where are airline CEOs placing their bets?Biometrics, blockchain, robotics, artificial intelligence, voice technology, connectivity and cyber security?
  • In what way will airlines evolve beyond selling seats and become more involved in the wider booking and planning experience for customers?
  • What does a sustainable future look like to an airline CEO?
  • What is the next step for the evolution of low-cost carriers and are they still the core innovators in a dramatically changing industry?
  • Passenger connectivity is continually growing, how can we use this to best serve our customers and deliver a more seamless end-to-end experience?
  • What impact will ultra-long-haul travel have on the future of global competition and will we see new partnerships develop?
  • How do airline CEOs see digital as a core differentiator against competition and how are they investing in technology to improve day to day operations and services?
Joanna Geraghty, President And Chief Operating Officer, JetBlue Airways

Networking break in the exhibition hall

round tables

Technology & Strategy Roundtables

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 30 minutes, there is one rotation, so participants can join two tables during the session.
Aleksandar Ivanišević

Aleksandar Ivanišević, Head Of Operations And Support, 2e Systems Gmbh

Achieving NDC´s business objectives with a legacy PSS: What challenges are being faced and what strategies can be adopted to achieve these business objectives.
Marco Contento

Marco Contento, Vice President Aviation Business, IBS Software

Ancillary Revenues in the Travel Industry: What are the effects of mobility on revenue streams pre, during and post-journey?
Robin Moradian

Robin Moradian, Partnerships Manager, Splyt

Chasing the travel experience: Discussing how Millennials are starting to rule the sky, influenceyour brand experience and future business
Sebastian Petry

Sebastian Petry, Director, Innovation, Panasonic Avionics

Disrupt Passenger Management: People vs. Technology- where on the sliding scale should the balance lie?
Donal Mcgranaghan

Donal Mcgranaghan, Chief Product And Technology Officer, Accommodations Plus International (API)

How can airlines use blockchain to drive 1:1 dynamic offers and personalized retailing?
Gianni Cataldo

Gianni Cataldo, Head Of R&D And Bridge Labs, ATPCO

How can modern offer and order management platforms leverage NDC to enable personalized offers and seamless fulfillment?
Michael Reyes

Michael Reyes, Senior Director, Offer Management Solutions, Sabre

How can we improve our customer experience given the reputation we currently have, and undergo a radical transformation to ensure we maximise our business
How can your airline accelerate offer transformation?
John Stewart

John Stewart, Senior Vice President, Sales, Farelogix

How do you use data to exceed traveler expectations?
Andrew Doyle

Andrew Doyle, Director, Aerospace Market, Cirium

How is mobile technology helping airplanes take flight?
Mustafa Ebadi

Mustafa Ebadi, Chief Operating Officer, SOTI

How is the journey to Airline Digital Transformation impacting your organization across RM, ecommerce, distribution, and beyond?
Aditi Mehta

Aditi Mehta, Solutions Strategy Director, PROS

How is your Airline leveraging Cloud Computing to enable employees to provide a better customer experience?
Greg Land

Greg Land, Executive Director, Global Industry Leader, Aviation, Hospitality And Travel Related Services, IBM

How much are uncontactable customers costing your airline?
Al Tredinnick

Al Tredinnick, Head Of Business Development, 15below

How to maximize revenues with interlinking of passenger experience and travel retail?
Sushil Choudhari

Sushil Choudhari, Chief Executive Officer, TravelX - Intelligent Travel Retail Platform

How to stay relevant in the expectation economy?
Is a Customer 360 possible in a fragmented digital world ?
Cyril Treacy

Cyril Treacy, VP & Industry Board leader TTH EMEA, Salesforce UK Limited

Similar to Uber and AirBnB, how can airlines successfully tap into secondary markets to drive incremental profit growth?
Azim Barodawala

Azim Barodawala, Chief Executive Officer, Volantio Inc.

The Onward Passenger Travel – When does this really matter?
Yaron Schechtman

Yaron Schechtman, Head Of Business Development, Here Mobility, HERE Mobility

What can airlines do to optimise customer support costs, increase revenue & build loyalty using A.I?
Guillaume Laporte

Guillaume Laporte, Chief Executive Officer, Mindsay

What’s preventing wide-spread adoption of single digital identity in the industry?
Finbarr Ring

Finbarr Ring, Vice President Sales, Northern Europe, SITA


Mark Nasr

Shaping the Future of Loyalty at Air Canada

A fireside Chat between Mark Nasr, VP Loyalty & eCommerce, Air Canada and Brian Sumers, Editor, Skift
Alan Josephs

“Just for Me” Loyalty: Building Emotional connections through data and tailored inventory

  • How to better capitalize on loyalty data to offer tailored content that creates emotional connections.
  • How airlines can achieve this by providing high-margin inventory as part of their data-driven offer curation process.
  • Outline the basics of how airlines can optimize their loyalty programs and sales channels to offer tailored inventory that supports revenue goals.
Panel discussion

The role of personalisation in shaping the future of Loyalty

Themes include:
  • How can airlines and loyalty programmes engage with modern customers more successfully?
  • The role of personalisation and data in the successful growth of loyal customers
  • ‘Differentiation’ How can this be achieved successfully?

Networking lunch in the exhibition hall


Oliver Byers

Tackling the challenge of changing financial services products

  • Launching a joint venture to avoid charging fees
  • Sharing the success of the card – what is behind the success?
  • Ensuring value to our customers: building fully tiers which really make sense to everyone
Ingibjorg Ragnarsdottir

Solving for Loyalty: Keys to Driving Customer Experience

  • Why focusing on a better customer experience can transform your loyaltyprogram
  • Tying loyalty back to your products, services, and the retail experience
  • Recent best practices from Icelandair
Paul Smitton

How Asia Miles is building the leading travel & lifestyle program in Asia?

  • The key indicators for building a successful loyalty program
  • How Asia Miles is achieving success
  • Asia Miles – 20 years young, with plenty of exciting opportunities ahead
Dan Melki

Making Profits Soar with a Test & Learn® Approach

  • Effectively leveraging data & analytics to accurately measure the impact of new initiatives, despite inherent challenges in the industry
  • Establishing a culture of experimentation to understand how new programs impact different aspects of the business
  • Learn how global airlines are measuring in-market business experiments to optimize ROI on new initiatives
Manish Dureja

Its time for Loyalty and customer engagement to coincide

  • Understanding how data can impact the standard loyalty ecosystem with new insights
  • How can FFPs transform to integrate technology to truly understand customers in an actionable way?
  • Understanding Loyalty in a new way to deliver a loyalty outcome with customers

Afternoon refreshment break and exhibition viewing


Taimur Khan

Delivering on the next generation traveler Loyalty by using data and insights to serve the traveler with relevance, consistently, and anywhere

  • Travelers are traveling more frequently and they have different expectations that are set by how they interact with other brands they consume in their personal lives.
  • The challenge airlines face today is that their systems are built around the employee function and channel-specific as they address this fast growing global customer base
  • Leading airlines are using data and technology to anticipate traveler needs: meeting them where they are are, on the channel that the traveler determines and using technology to get context and recommendations better guide that engagement by using information effectively at the point of engagement
Panel discussion

CLOSING KEYNOTE PANEL DISCUSSION: Data driven airlines – What are airlines doing to create insights that will improve the customer proposition, drive revenue and reduce costs?

  • There are now billions of data points on a day to day business – How do we retain that data to help improve the next journey?
  • How close are we to achieving a new level of data-driven collaboration across all airline functions collectively to deliver a more seamless customer experience?
  • Have we succumbed to the Googles & Amazons of this world - How will airline data fit into the travel ecosystem of the future?
  • Ultimately can new technologies and big data help reduce tight profit margins and intensify global competition?

Evening reception at the Arsenal Emirates Stadium

last published: 05/Sep/19 21:55
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Loyalty, Friday 6 September 2019


Conference doors open


Panel discussion

How can airlines, airports and mobility partners collaborate to build a seamless travel experience for global passengers?

  • Are we overcoming the traditional challenges of collaboration in aviation between airlines, airports and mobility partners?
  • Exploring the increasing importance of a digital offering in all areas of the passenger journey for seamless capacity optimisation.
  • How can car rental companies evolve to compete more effectively with ride-sharing services?
  • What impact will a driverless future and autonomous vehicles have on the ground experience?
  • How should we adapt our current business models to create ancillary revenue sources?
Stuart Donnelly, Senior Director - Group International Sales - Europe/USA, Sixt


Anne Rigail

Keynote Interview: Anne Rigail, CEO, Air France

New Air France CEO Anne Rigail sits down with Bloomberg’s Anna Edwards to discuss how she is taking a new approach to rebuilding the Air France brand and making the business highly competitive in a digital age. She will also explore her approach to getting the balance right in the group, utilising both premium and low-cost offerings effectively. Also find out exclusively about the latest Air France passenger experience initiatives in this keynote interview.
Alexandre De Juniac

Keynote Interview: Alexandre de Juniac, CEO, IATA

Alexandre sits down with Anna Edwards to discuss how IATA are approaching new technologies and the digitalisation of processes in the aviation industry. Find out exclusively in this keynote interview how he sees the future development of NDC as it comes of age. Understand more about OneID and how it will enable passengers to move more seamlessly through the airport without having to repeatably identify themselves. See how One Order could help enable network and legacy carriers do more business with ticketless travel airlines such as LCCs. Gain Alexandre's unique perspective on how the global industry can use data sharing tools to improve operations and how he thinks the industry can become more aware and prepared of the dangers of cyber threats.
Panel discussion

Keynote Panel: How is digital, shifting passenger behaviours and transformative technologies disrupting the existing airline ecosystem?

  • Is the “Amazon of Travel” an unachievable myth and can airlines create an intelligent digital mesh of products and services that meet modern passengers needs?
  • Will the airlines dream of transforming themselves into digital mobility brands become a reality?
  • Is the industry lagging behind consumer adoption of technology and what is the future of conversational interfaces when it comes to sales and service?
  • What types of product differentiation should we expect to see through future airline retailing channels?
  • When will the big tech giants disrupt the distribution landscape and will they succeed in taking over the entire value chain in the next decade?

Networking and refreshments in the exhibition hall


Jouni Oksanen

Sharing the success of our new loyalty program at Air Baltic: for the modern traveller

  • Using our loyalty program to upgrade less frequent flyers to fly more
  • Using gamification and a different loyalty model to increase customer engagement and drive customers to our website
  • Sharing the impact of our new system: are we engaging with our customers in a more meaningful way?
Chris Stacey

Payments and revenue management: Utilizing AI and beyond

Onur Dedeköylü

Making the low cost loyalty programs engaging for all members

  • Re-think the earn-burn model and expiry rules
  • Impact of tiers and campaigns on program activeness
  • The digital enabler: ensuring the cross-channel integration of our program
Yotam Benami

CX-Driven Loyalty: Finding Quick Wins

  • The importance of CX for driving customer loyalty and action
  • The path to seamless customer experiences is arduous, but it's possible to find quick wins along the way
  • Examples of quick wins achieved by market leaders through CX tweaks
Nik Laming

The billion-dollar opportunity for LCC’s as a digital disruptor through next generation loyalty programs

  • Seizing the opportunity
  • How to develop and take advantage of the assets available
  • The challenges and solutions
Panel discussion

Developing the traditional FFP for the modern traveller

Themes include:
  • How can Loyalty Programs successfully drive innovation across the business?
  • How important is customer experience to loyalty? Making sure our customers feel valued
  • Creating innovative benefits for our customers outside the industry standards

Networking lunch in the exhibition hall

last published: 05/Sep/19 21:56
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