Speaker Biograghy: Don is Capgemini’s Passenger Experience Technology programme lead IT architect at Heathrow. He has worked on self-service bag drop and self-boarding implementations and produced a technology strategy for automation and self-service across the passenger journey. Don’s background is in IT integration, and he leads a team of IT architects who specialise in connecting systems for digital enablement and traditional enterprise application connectivity purposes.


Day 1 - 20 March
Session: Technology: Passenger Journey

11:30 - 12:00 - Passenger automation strategy at Heathrow
Synopsis: Delivering passenger automation at Heathrow requires collaboration between a multitude of Heathrow teams, airlines, third-party suppliers, government and standards bodies. The presentation explores initiatives to date in areas such as self-service bag drop and the FTE award-winning biometric self-boarding and demonstrates how live trials have been used to prove value and capability before service roll-out. The strategy for automation is discussed, where an increased emphasis on data services and IT integration will enable a smart airport capable of delivering a low-friction, seamless passenger journey.

Audience will learn:

• Outcomes from automation projects including self-service bag drop, self-boarding and biometrics
• Collaboration in a multiple stakeholder and supplier environment
• Lessons learned from live trials
• IT systems integration challenges
• Next steps – seamless passenger journey strategy and vision