Future travel Experience

In this report from APEX FTE Dublin 2025, discover how YVR, Aer Lingus, and Aeroporti di Roma are shaping the future of travel by blending cutting-edge tech with human connection to deliver a truly unique CX. In a headline session at the co-located APEX  FTE EMEA  and  Ancillary & Retailing  2025 events, which took place on 10-12 June in Dublin, industry leaders gathered to discuss the future of passenger experience, focusing on the integration of technology, human interaction, and cross-sector inspiration to create seamless and personalised journeys for travellers. Dr. Joe Leader, Group CEO, APEX/FTE/IFSA, led a panel of experts – including Eric Pateman, Vice President, Passenger Experience and Chief Experience Officer, Vancouver Airport Authority; Enda Kavanagh, Product Manager (Inflight Customer Experience), Aer Lingus; and Giorgia Marizza, Acceleration Program, Open Innovation & Digital Specialist, Aeroporti di Roma – who shared their visions and strategies for transforming...

A key session at the recent APEX FTE Dublin 2025 event focused on ‘Advanced approaches to Modern Airline Retailing and Offer & Order management’, featuring Lufthansa Group, Air France-KLM and Threedot. A key session at the recent co-located APEX FTE EMEA and Ancillary & Retailing events focused on ‘Advanced approaches to Modern Airline Retailing and Offer & Order management’. Moderator Eric Léopold, Founder, Threedot, and APEX FTE Ancillary & Retailing Content Director, opened with a presentation on the ‘State of Airline Retailing’. He emphasised that Modern Airline Retailing is about value creation through new processes and systems, and the most advanced airlines have started the final stage of the transformation. Dr Jost Daft, Head of Order Transformation, Lufthansa Group, shared how Offers & Orders enable the foundation that airline retailing needs. He explained that transformation starts with clarity, collaboration and commitment, while true transformation onl...

Miami International Airport has held a ground-breaking ceremony for a new private terminal for commercial travellers – PS MIA – which is scheduled to open in spring 2026, “ushering in a new era of luxury travel”. Miami International Airport – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has held a groundbreaking ceremony for a first-of-its-kind new private terminal for commercial travellers – PS MIA – which is scheduled to open in spring 2026. PS MIA will restore and redesign the historic former Pan American Airways (Pan Am) headquarters into a private terminal that will include five private suites, two salons with dining options, a central outdoor courtyard, and a day spa with beauty treatments and massages. The Pan Am building has been a Miami-Dade County-designated Historic Site since 2014. PS MIA is dedicated to preserving the building’s iconic mid-century brutalist architecture and will seamlessly integrate finishes and furniture that reference important...

Amsterdam Airport Schiphol is to welcome the opening of The Centurion Lounge by American Express in 2026, which will “focus on both comfort and premium service” for eligible card members. Amsterdam Airport Schiphol – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – is to welcome the opening of The Centurion Lounge by American Express in 2026. The Centurion Lounge, a premium place for eligible card members to rest between piers E and F, is the first lounge announced to be operated by a global credit card company at Schiphol. It will offer eligible card members a premium experience with a local Dutch inspiration. The Centurion Lounge is being designed in a stylish palette of blue, green and earth tones, inspired by Amsterdam’s canals and characteristic architecture. The interior exudes craftsmanship and combines modern design with art made by local creators. Large windows mean lots of light and a view over the lively Kiss & Ride area at Schiphol. “We are proud ...

Riyadh Air has signed a strategic partnership with Almatar to integrate modern retailing capabilities. The aim is to deliver dynamic travel experiences through real-time pricing, personalised offers, and more. In a significant step towards enhancing the use of cutting-edge technology in travel and innovation, Riyadh Air – Saudi Arabia’s new digital-native airline – has signed a strategic partnership with Almatar, Saudi Arabia’s leading online travel agency, to enable direct integration with the company’s modern retailing capabilities. This partnership marks a new chapter in digital aviation, empowering both parties to deliver richer and more dynamic travel experiences through real-time pricing, personalised offers, and seamless booking across Riyadh Air’s growing international network. “Riyadh Air is committed to redefining the air travel experience by setting a new global standard through continuous innovation,” said Vincent Coste, Chief Commercial Officer, Riyadh Air. “Partnering wit...

Delta Air Lines is elevating its onboard experience in celebration of its Centennial year, with several enhanced food and beverage offerings now being introduced to provide travellers with a taste of summer. In its Centennial year, Delta Air Lines remains dedicated to providing an elevated onboard experience that puts comfort, luxury and customer choice at its centre. This is highlighted by the airline’s recent expansion of its Missoni partnership in Delta One, launching an exclusive Delta One collection inclusive of bespoke bedding on international flights and a suite of amenities, and now several enhanced onboard food and beverage offerings. “Summer is a season of adventure and relaxation for many of our customers,” said Stephanie Laster, Managing Director of Onboard Culinary Experience, Delta. “It’s a time when indulgence takes centre stage, which we actively work to extend to the food, meals and beverages that enhance the journey. With this in mind, we’re excited to evolve our onbo...

The Singapore Airlines (SIA) Group and Mandai Wildlife Group have launched a three-year strategic partnership aimed at enhancing Singapore’s appeal as a destination and co-creating customer experiences. The Singapore Airlines (SIA) Group – a Headline Partner of APEX FTE Asia Expo , taking place in Singapore on 11-12 November 2025 – and Mandai Wildlife Group have launched a three-year strategic partnership aimed at enhancing Singapore’s appeal as a top travel destination, co-creating customer experiences through exclusive privileges, and spotlighting the crucial work of wildlife conservation. The collaboration champions Singapore’s vision of being a ‘City in Nature’ with the Mandai Wildlife Reserve as a unique window to the wild. As part of efforts to boost inbound travel from key international markets, SIA customers will gain access to curated wildlife experiences, exclusive co-branded retail collections, and benefits for visits to the Mandai Wildlife Reserve, home to Singapore’s iconi...

Air France is elevating its inflight dining experience with exclusive dishes by Michelin-starred chefs Daniel Boulud, Dominique Crenn, and Laurent Le Daniel, focusing on seasonal French cuisine and sustainability. From July 2025, Daniel Boulud, a Michelin-starred French chef based in New York, will be joining forces with Air France to create exclusive new dishes for the airline’s La Première and Business customers. His dishes can be found on departure from the United States alongside those of Dominique Crenn, a triple Michelin-starred French chef based in San Francisco who has been working with the airline since 2024. And for the first time, Air France is now offering desserts by Laurent Le Daniel, Meilleur Ouvrier de France based in Brittany, to showcase fine French dining throughout the inflight experience. Since February 2024, Air France has been working with triple Michelin-starred chef Dominique Crenn to create inventive and poetic dishes for its La Première and Business customers...

VINCI Airports is to operate the new Phnom Penh airport (Techo International Airport) via its subsidiary Cambodia Airports. The new airport is set to open in the second half of 2025, with a focus on CX. VINCI Airports – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – is to operate the new Phnom Penh airport (Techo International Airport) via its subsidiary Cambodia Airports. The new airport is set to open in the second half of 2025. Cambodia Airports will bring its expertise and experience to optimise operations at the large-scale airport complex, with the terminal spanning over 240,000sqm. It will deploy its airport culture of excellence in key areas such as efficiency, passenger experience and comfort. The operator’s scope also includes air service development aimed at boosting Cambodia’s connectivity, especially by attracting new airlines and opening new routes. “We are pursuing our commitment towards operational excellence and the development of the airline i...

Aeromexico has announced the installation of advanced inflight connectivity from Viasat on its Embraer E190 fleet. Viasat will integrate high-speed satellite connectivity via its global Ka-band network. Aeromexico has announced the installation of advanced inflight connectivity from Viasat on its Embraer E190 fleet. Viasat – an exhibitor at APEX/IFSA Global EXPO , which is co-located with FTE Global , the “CES of Aviation” in Long Beach, California, on 9 to 11 September 2025 – will integrate high-speed satellite connectivity via its global Ka-band network. This will allow Aeromexico passengers on these aircraft to stream movies and television, watch live sports, access the internet, send emails, and connect to their social networks while onboard. “We are upgrading our Aeromexico Connect E190 fleet to deliver exceptional inflight experiences on our short-haul routes,” said Andres Castañeda, Chief Digital and Customer Experience Officer & EVP, Aeromexico. “With Wi-Fi available on all...

Dallas Fort Worth International Airport is transforming airport operations in collaboration with Copenhagen Optimization, which will provide a new RMS to improve baggage handling, check-in and more. Dallas Fort Worth International Airport (DFW) – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – is transforming airport operations in collaboration with Copenhagen Optimization (an exhibitor at FTE Global – the “CES of Aviation” taking place in Long Beach, California, on 9 to 11 September 2025). Copenhagen Optimization will provide a new RMS, which will improve baggage handling, check-in and gate management operations at DFW and provide mission-critical real-time optimisation. The new venture is due to go live this autumn and follows Copenhagen Optimization’s recent agreement to implement its RMS to augment operations at JFK International Airport, Terminal 4. The new RMS marks a significant advancement in operational efficiency. Copenhagen Optimization’s cloud-based...

Heathrow has unveiled a £10 billion five-year plan, which forms the next part of its strategy to “be an extraordinary airport, fit for the future”. The plan aims to enhance CX and operational resilience. Heathrow – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has unveiled a £10 billion five-year plan, which forms the next part of its strategy to “be an extraordinary airport, fit for the future”. The plan is designed to enable the airport to better serve passengers, improve operational resilience and unlock growth for both airlines and UK businesses – with a boost to the UK supply chain. It is a 100% privately financed investment in the UK’s hub airport, aiming to make Heathrow more sustainable and prepared for a digital future. Over the past 12 months, Heathrow has been working closely with airline partners – including hosting over 120 hours of joint planning – and heard from more than two million passengers to understand what matters most, resulting in a cus...