Schedule At-A-Glance

NOTE: All Times are Central Daylight Time (CDT)

Tuesday, March 23, 2021

Opening Keynote

10:00 AM - 11:00 AM (CDT)
Welcome & Keynote: Customer Experience & The Future of Public Transportation

The global pandemic hit public transportation hard – dramatically reduced ridership and revenue. How are transit agencies leading the way to recover passengers’ trust and adapt to the new world? By focusing on improving the customer experience through rebooting routes and service offerings, moving toward high tech/low touch solutions and offering green and clean service. The Transit Industry’s leading evangelist will provide inside information on how this is being done.

Paul Comfort

General Sessions

11:00 AM - 11:45 AM (CDT)
Intelligent Sensing for a Cleaner and Safer Passenger Experience

In this session, executives from SICK, Inc., who are experts in transit and airport applications, show how sensor-based solutions are being used to support transit agencies wanting to keep employees and passengers safe to enhance the passenger experience.  The presenters will discuss how intelligent sensors combined with deep-learning and artificial intelligence are being used to maximize compliance to COVID-19 safety regulations.  They will also offer other solutions for public transit interests ranging from traffic and railway control and monitoring systems to airport baggage handling systems.

George Thiel Tom Gebler
11:45 AM - 12:00 PM (CDT)
Quick Chat: dormakaba USA, Inc.

Choosing the right security solutions enhance safety inside public facilities and plays a pivotal role in enhancing operational efficiency. Dormakaba USA Inc. discusses the important role security technology also plays in addressing the passenger experience in airports. Learn how automated solutions enhance airport operations and the benefits gained through an implementation designed to meet an airport’s unique design and integration standards.

Bill Seibert
12:30 PM - 1:30 PM (CDT)
The PX Curriculum: Productivity, Confidence, Satisfaction, and Transparency

We rounded up PX professionals from across the globe for this educational session. Join us for just 60-minutes and complete an entire year of the PX curriculum from Intro to PX to PX 401 with some quizzes along the way to pass onto the next course.

  • Intro to PX
  • PX 101: Passenger Productivity  
  • PX 201:  Passenger Confidence
  • PX 301: Passenger Satisfaction
  • PX 401: Passenger Transparency
Paul Barnes Gabriel Lopez-Bernal Lynn Bacigalupo Roger Matthews Matt Seaman Adriana Hemzacek
1:30 PM - 2:30 PM (CDT)
Restoring Consumer Confidence and Brand Resilience

Centered around brand experience, the Cincinnati /Northern Kentucky International Airport (CVG) made a stellar comeback in the tumult following airline M&As. Once again, despite the pandemic, CVG is leaning in on its agile nature and moving faster into its next five-year brand deliverables, revealing just how resilient they are. This session details the airport’s innovative approaches to change management and how CVG is capitalizing on market growth, generating new revenue sources, and restoring confidence for its internal stakeholders and external customers.

Brian Cobb
2:30 PM - 3:15 PM (CDT)
The Future of the Passenger Experience

Industry partnerships will play an important role as passengers return to various modes of transport. This panel discussion will touch on topics including technology, right-sized solutions and collaboration as the air and transit industries work to deliver on “The Future of the Passenger Experience.”  

Gabriel Lopez-Bernal Adriana Hemzacek Tom Gebler George Thiel
3:45 PM - 4:00 PM (CDT)
Quick Chat: Metrolinx

Transportation is about connections and offering customers amenities, such as Wi-Fi, is one way to bolster those connections. This session will discuss efforts implemented by Metrolinx to keep GO Transit passengers connected through its innovative GO Wi-Fi Plus service. 

Mark Childs
4:00 PM - 5:00 PM (CDT)
New Terminal Construction and the Passenger Experience

The passenger experience is an emerging priority for airport and airlines alike. When given the opportunity to start from scratch, one airport weighs functional facility needs, passenger expectations, and airline input with funding and environmental limitations.

Bryant Walker

Wednesday, March 24, 2021

Opening Keynote

10:00 AM - 11:00 AM (CDT)
Welcome Day 2 & Keynote: A One of a KIND Passenger Experience at IND

Indianapolis Airport Authority Executive Director Mario Rodriguez will share more about how a focus on adding public value through people, facilities, and community engagement has led to the Indianapolis International Airport (IND) consistently ranking, year after year, as the best airport in North America and the nation, based on ease of use, passenger amenities, customer service, local retail offerings, and public art. Mr. Rodriguez will also discuss how IND has maintained its award-winning customer service standards throughout the COVID-19 global health crisis and what passengers trends might suggest about the air travel experience post-pandemic.

Mario Rodriguez

General Sessions

11:00 AM - 12:45 PM (CDT)
Safe and Secure Airports, Bringing Patrons Back to the Skies

Travel as we know it has changed for the foreseeable future. Gone are the days of lingering over a range of personal amenities at the airport and on planes. Patrons now seek ways to safely move through their travel experience with maximum efficiency and minimal physical contact in public spaces. Modern airports were designed to facilitate secure, efficient travel. Today’s airports must also incorporate elements of healthy building environments in entrance doors, exit lanes, turnstiles, service counters, restrooms, and other spaces to reassure a cautious public that it is safe to travel again. Learn how rethinking the fundamentals of airport design and improved technologies can help bring patrons back to the skies.

Mark Borto
11:45 AM - 12:00 PM (CDT)
Quick Chat: Rohde & Schwarz
12:30 PM - 1:30 PM (CDT)
Passenger Experience Boost – Wow Them When They Park!

For many passengers, parking is the first and last impression they have of your airport. Airport parking management is among the most complex of parking scenarios, and requires future-proof solutions that are secure, flexible, scalable, cutting-edge and convenient for your customers. In this session you will learn about the most important and emerging trends in airport parking and ways to optimize your parking management system. Gain from DESIGNA’s experience with nearly 200 airports worldwide.

Paul McIlvride Kent King
1:30 PM - 1:45 PM (CDT)
Quick Chat: SICK, Inc.

Intelligent sensors are a powerful tool for gathering crucial data inside transportation facilities. But understanding how to use this technology and what data matters is just as important. Learn from the experts at SICK Inc. the different ways these sensors and other technology can be used in transit and airports to harvest data to build a better passenger experience. 

George Thiel Tom Gebler
1:45 PM - 2:45 PM (CDT)
LAX: The Recovery and Future of America’s West Coast Hub

Los Angeles International Airport (LAX), the third-busiest airport in the world and second busiest in the United States in 2019, is in the midst of a $14.3-billion capital improvement program that will touch on all nine passenger terminals and build new facilities, including an Automated People Mover train, Consolidated Rent-A-Car facility and a 15-gate Midfield Satellite Concourse addition to the Tom Bradley International Terminal, all of which will revolutionize how guests access the airport. Join us to learn how LAX is doing all this while continuing to operate the airport and also adapting innovative policies and operational changes to ensure the health and safety of guests.

Michael Christensen Michelle Schwartz
2:45 PM - 3:00 PM (CDT)
Quick Chat: DESIGNA US

Parking is the first and last experience travelers will have at your airport. Building a seamless and easy to navigate parking and payment system builds a positive passenger experience from the time customers enter your airport until they leave. Hear from the parking experts on Designa about the best practices in picking technology and thinking about your parking strategy for airports of all sizes.

Paul McIlvride
3:00 PM - 4:00 PM (CDT)
The Hyperloop Passenger Experience

Hyperloop technology – and what it enables – is paradigm-shifting. It follows that the passenger experience should be nothing short of extraordinary. Hear from Virgin Hyperloop and their partners, Teague and Man Made Music, about how they came together to design a comprehensive, multi-sensory mass transit experience that is greener, smoother, safer, and more pleasant for passengers.

Sara Luchian Clint Rule Brian Scherman