Passenger and Airport Experience: Global Airport and Passenger Symposium

The International Air Transport Association (IATA) announced that the inaugural Global Airport and Passenger Symposium (GAPS) will address the challenge of improving the passengers experience as demand rises.

The primary drivers of change are expected to be data-driven technology solutions. GAPS will help stakeholders across the aviation value chain map out the future around four main areas of change:

  • The Transforming Airport: Technology will enable the transfer of some airport processes offsite and transform how passengers board their planes once they are at the airport.
  • The World of Interactive Data: The real-time exchange of operational data is enabling collaborative decision-making and creating business opportunities to serve customers better.
  • The Seamless Journey: Back office efficiencies (ONE Order) and innovation in identity management (One ID) offer the possibility to revolutionize airport processes.
  • The Aircraft Experience: Improvements in aircraft design and on-board systems will enable product innovations that customize the passenger experience while expanding revenue-generating opportunities.

“Air travel is expected to double by 2036, the industry will not be able to handle the growth or evolving customer expectations with the current processes, installations and ways of doing business. GAPS brings together experts to share research and learnings and collectively shape solutions for the future passenger journey,” said Nick Careen, IATA’s Senior Vice President, Airport, Passenger, Cargo and Security.

Other highlights of GAPS will include:

  • Economic and Passenger Outlook presented by Brian Pearce, IATA’s Chief Economist
  • Results of IATA’s 2018 Global Passenger Survey
  • Presentation of IATA StartUp Innovation Awards
  • Presentation of the NEXTT Innovation BootCamp outcomes
  • Dedicated session on ‘making the bag digital’
  • An exhibition showcasing the latest products, technologies and solutions which define the passenger experience both on the ground, and in the air
    The first edition of GAPS will take place in Athens, Greece from 2 – 4 October. More than 500 senior delegates from across the travel value chain are expected to attend










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Juergen Thomas Steinmetz has continuously worked in the travel and tourism industry since he was a teenager in Germany (1979), beginning as a travel agent up through today as a publisher of eTurboNews (eTN), one of the world’s most influential and most-read travel and tourism publications. He is also Chairman of ICTP. His experiences include working and collaborating with various national tourism offices and non-governmental organizations, as well as private and non-profit organizations, and in planning, implementing, and quality control of a range of travel and tourism-related activities and programs, including tourism policies and legislation. His major strengths include a vast knowledge of travel and tourism from the point of view of a successful private enterprise owner, superb networking skills, strong leadership, excellent communication skills, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, and advisory skills in both political and non-political arenas with respect to tourism programs, policies, and legislation. He has a thorough knowledge of current industry practices and trends and is a computer and Internet junkie.