World Passenger Symposium 2011
Shaping the future together
The first World Passenger Symposium was hotsted in Singapore gathering 578 delegates including some 90 airlines. This event is a unique opportunity to set the passenger agenda. Delegates are participating in high impact CEO plenary sessions, panels by subject matter experts, and have access to fist hand intelligence on new technologies and processes.
Simplifying the Business (StB) Think Tank white paper: A road map to prepare for tomorrow's passenger (pdf). Discover the next wave of ideas that will allow the industry to save costs, improve service and prepare for tomorrow’s passenger.
Day 4 WPS Concludes
Save the date: The World Passenger Symposium 2012 will take place in the week of 15 October. Location will be advised very shortly.
Day 3 highlights
- Financial performance of the airline industry remains a primary concern for everybody on the panel. The financial risks airlines take are significantly higher in comparison to other players in the travel value chain. Risks and rewards have to be shared.
- Further aspects equally important to the financial situation were discussed: Rob Fyfe, CEO of Air New Zealand, delivering his key note address believes that airport processes remain an important area where airlines can improve.
- The inconsistency of airport processes world-wide was identified by the panel as a major problem, and the lack of international standards in security processes being the main issue.
- Fuel costs, taxation, ownership and control of airlines were also identified as factors impacting the aviation industry.
- Finally, the discussion turned to today’s distribution channels and the industries need to dramatically improve them. The industry faces challenges in making products available through all channels of distribution.
- The high cost of distribution was also an area of focus. Other industries that have shown innovation in distribution have changed entire industries- Amazon is a great example of this.
Day 2 highlights
- Focused on merchandizing across the travel value chain.
- The key questions to ask were: What does the customer want? Where is the unfulfilled demand? It’s not what you want to sell but what the customer wants to buy.
- Identify and understand the desire of the customer to successfully cater to their needs.
- Let the customer find you, delivering the right distribution mix: the panel unanimously agreed that airlines should sell products other than airline seats as long as they are related to the core offering.
- The panel debated whether social media should be part of each airlines strategy. It was highlighted that there is no uniform approach to social media, it’s essential to understanding what your customer’s value, and not follow your competition blindly.
- And finally, customers make decisions around simple value propositions.
Day 1 highlights
- Montie Brewer, former President & CEO Air Canada, key note address: Innovate! To Avoid Becoming Just Another Unprofitable Airline, five reasons why airlines struggle to make profits.
- Damien Horth, UBS Securities Asia, delivered "Policy Market Risks On The Road to Profitability".
- Garry Kingshott, Cebu Pacific, delivered "Ancillary Revenues - Why Bother?" presenting what a full service carrier may learn from the low cost carrier model.
World Passenger Symposium program