Speaker Biograghy: Matthew is Aviation Sector Leader for Australia and New Zealand at Woods Bagot and has 20 years' experience in the industry leading major global aviation projects. His experience spans several continents including Europe, North America, Asia and Australasia, and the Middle East. He previously worked out of London with a focus on European and Asian airports – including Rome's Leonardo da Vinci-Fiumicino Airport, Pulkovo Airport in St Petersburg and Heathrow's Terminal 5 – but is now based in Sydney. He has developed a wealth of knowledge and informed many of the innovations that these busy hubs are adopting around the world. He also recently worked closely with the Australian Department of Immigration and Border Protection, and was an instrumental part of the pioneering Future Traveller project.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

15:45 - 16:15 - Redefining our understanding of the traveller
Synopsis: The future of airport travel will see contactless biometric technology replace all forms of travel documentation. The direct result of these advances means no queuing and congestion. Consequently, the focus will be on traveller experience. Understanding what customers really want is crucial – what genuinely defines travel experiences, or measures what customers value most. There are potentially six next-generation traveller segments. These 'tribes' are not based on demographic characteristics or class of travel, but on the values, behaviours and needs of travellers. In the future we will see aviation working alongside the likes of Google and Amazon.

Audience will learn:

• Numerous studies have defined six traveller tribes: simplicity searchers, cultural purists, social capital seekers, reward hunters, obligation meeters, ethical travellers
• In the future, travel documents will be obsolete. This step change in experience is known as single token travel
• Australian aviation is currently leading the way globally in terms of integration of contactless biometric technology
• We are predicting a future where technology giants become the custodians of the traveller experience, rather than airports or airlines