Improving the passenger experience: views from FTE2013

Daniel Batchelor

Global Head of Corporate Communications, Amadeus IT Group

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Aimed chiefly at airlines and airports, this two day event is designed to create debate, foster discussion and deliver genuine insight, with sessions on themes from how airlines are responding to consumer trends with innovative new products, to how the overall passenger experience can be improved more generally, looking at everything from baggage to in-inflight technology to new ways of managing irregular operations.

mandalay bay

The clue is probably in the name.

Future Travel Experience 2013

– which launched Wednesday at the Mandalay Bay hotel in Las Vegas, Nevada - is the self-styled ‘dedicated showcase of passenger-focused technologies and services’, but with one eye clearly on the future, and what we can expect to quickly become main-stream in the coming years across the globe.


As well as a series of dedicated workshops based on practical strategies to tackle a range of issues, including social media, Thursday’s session saw a keynote panel discussion timed to coincide with the launch of our brand new whitepaperPassengers First: Rethinking Irregular Operations.The session, chaired by report author and PhoCusWright analyst Norm Rose, saw Head of Airlines Operations Strategy at Amadeus Patricia Simillon, as well as a range of airline and airport representatives, consider testing questions on the age-old frustration of delayed and cancelled flights. These include how we as an industry can improve collaboration amongst all stakeholders during times of irregular operations, and how we can try to improve passenger sentiment when a flight is late or cancelled.

As well as learning, networking and debating, three crucial ingredients for any event worth its salt, FTE2013 also has been a whole lot of fun. For example, last night’s gala evening beach party – a BBQ complete with 2,700 tons of real sand and a 1.6 million gallon wave pool. The event closes today with a tour of Las Vegas McCarran International Airport.

To download a copy of our new report, please visitwww.amadeus.com/passengerfirst



Traveler Experience, Events