The Real Transformation of the Passenger Experience in the 21st Century
The Real Transformation of the Passenger Experience in the 21st Century
Join us for this year’s International Airport Review breakfast briefing to discover how airports, airlines and ground handlers are tearing up the playbook in this dynamic and complex industry.
The airport/aviation infrastructure has remained much the same post-COVID, only now passengers are returning and the demand on airports and airlines to do more with less has never been more apparent.
It’s obvious, what airports were doing in the past cannot be the playbook for the future…
Date: 9 April 2025
Start time: 7:30 CET
End time: 9:00 CET
Venue: Hotel AC Madrid, Feria
Located in: Cristalia Business Park
Address: Vía de los Poblados, 3, Hortaleza, 28033 Madrid
Key Learning Points:
1. Boosting efficiency and convenience: discover how implementing cutting-edge technologies streamline processes, minimise wait times, and create a smoother, more enjoyable journey for passengers.
2. How air travel is evolving and shaping customer expectations in the process.
3. Discover how the connected airport of the future must evolve to meet the needs of a rapidly increasing volume of passengers.
Join us for a must-attend event as we explore the innovative ways airports and airlines are adapting to meet the demands of the 21st-century passenger.
Courtney Moore serves as Deputy Executive Director, Strategy, Innovation & Experience at Los Angeles World Airports (LAWA). In this role, she is focused on transforming the employee and guest experience by driving projects and strategic initiatives to elevate the overall airport experience and enhance operational efficiencies across all team member and guest touchpoints. She leads a team of terminal operations leaders, guest experience professionals and strategic project teams, and oversees all experiential initiatives. Prior to LAWA, Moore was Assistant Vice President of Terminal Experience at Dallas Fort Worth International Airport (DFW), where she was responsible for delivering a best-in-class customer experience for the airport, leading terminal management, which included all terminal operations, custodial services, and terminal contracts. She also had oversight of terminal integration, encompassing continuous improvement initiatives, training teams, and shaping terminal planning and design. Additionally, she was the airport’s liaison to federal agencies and signatories at both local and national levels.
Moore’s experience also includes serving as Senior Manager of Operations at NBCUniversal, where she led four diverse teams with operations, project management, data analytics, and communications functions. She also held various roles at The Walt Disney Company in operations, industrial engineering, customer experience, and learning and development.
Moore holds an MBA and an MSc in Industrial Engineering. She enjoys networking over golf, running in the evenings, skiing in the winter, and reading great books.
Api Appulingam, P.E., A.A.E., is the Chief Development Officer, and oversees a multi-billion-dollar programme tasked with making critical improvements and developing new infrastructure at both Philadelphia International (PHL) and the Northeast Philadelphia Airports (PNE) through architectural, engineering, environmental, planning and sustainability projects. She has over 20 years of experience in the aviation industry and has received accolades such as “woman of distinction” and “catalyst” for her demonstrated leadership, creativity, and originality in the A/E/C industry.
Kirk Goodlet is Senior Director at InterVISTAS Consulting, where he supports airports in strategic planning, border facilitation, accessibility and passenger experience. Prior to joining InterVISTAS, Kirk spent 10 years in the aviation industry, including roles at Winnipeg Richardson International Airport (YWG) and the Greater Toronto Airports Authority (YYZ).
Kirk also played a key role in establishing the Office of Biometrics and Identity Management at the Canada Border Services Agency (CBSA). Since 2018, Kirk has co-led working groups on the future of travel and accessibility in his role as member of the ACI-World Facilitation and Services Standing Committee (WFFSC). He holds a Masters and PhD from the University of Waterloo and is a designated International Airport Professional (IAP) by Airports Council International (ACI) and the International Civil Aviation Organization (ICAO).”
Nicole Hogg joined SITA in 2019 and currently serves as the Portfolio Director for Baggage. In this role, she leads a team dedicated to providing world-leading end-to-end baggage management solutions for the air transport industry. Her responsibilities include leveraging cutting-edge technology to enhance the confidence and efficiency of the baggage handling experience.
With over 20 years of industry experience in baggage and ramp operations, Nicole brings a wealth of knowledge and expertise to her role. Before joining SITA, she spent 22 years at Qantas Airways, where she played a pivotal role in driving operational enhancements and innovations on a global scale.
Further details about the breakfast briefing including confirmed speakers and discussion topics will be announced soon.
In the meantime, you can register by simply completing the adjacent registration form.
Date: 9th April 2025
Start time: 7:30 CET
End time: 9:00 CET
Venue: TBC
Address: TBC
Conference Theatre: TBC
Speaker details go here
Speaker details go here
Speaker details go here
Speaker details go here
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