Creating tailored travel experiences within the airport

25 July 2024


Join this webinar to hear airports discuss how they are leveraging data and technology in order to create a more personalised airport experience for passengers.

Register to watch the webinar for free now!

airport image

As air travel evolves and passenger behaviour changes, airport customers have become more discerning and expect more from their airlines and the airports that they travel from. Passengers now want as much information in advance as possible and are open to taking steps before they travel to ensure that their travel experience is as smooth as possible, steps such as booking parking in advance, making reservations for airport restaurants, ordering their duty free and picking it up at the airport.

Data-driven personalisation is now a powerful component of seamless and stress-free travel and helps bolster airport revenues. Some airports have even reported up to 30% boost in digital revenues when utilising passenger data in order to send personalised recommendations, information and offers.

Join us for this webinar where we will delve into the strategies and technologies transforming the airport experience into a personalised journey tailored to individual needs and preferences.


Mikes photo 120x120MODERATOR: Mike Joyce, Senior Manager, Passenger Experience & Stakeholder Engagement, Sydney Airport

Mike has collected feedback from over thirty thousand passengers to inform the enhancement and prioritisation of activities for Sydney Airport (SYD). Prior to joining SYD, Mike worked as an analyst at ALDI optimising the product and marketing strategy, as well as an insights and marketing science consultant at HSBC.


TomasSPEAKER: Tomasz Szymczak, Acting CEO and Senior Vice President for Sales & Marketing for Warsaw Modlin Airport

Motivated senior-level manager with 20+ years of experience in the fields of customer-oriented service sectors, marketing and sales and airline related value chain. Restructurisation, process improvement and forward-thinking change manager. Highly skilled in building solid relationships with international business partners. Ph.D. in International Economics (Transatlantic Business Relations).

SPEAKER: Ioanna Papadopoulou, Director of Communications and Marketing, Athens International Airport

Ioanna started her career with the Hellenic Civil Aviation Authority. In 2001, she joined the Ministry of Transport and Communications as an advisor on Civil Aviation issues, and she held the position of the CEO of Olympic Airways-Services SA from December 2003 to May 2006. Between May 2006 and September 2009, Ioanna worked for the Hellenic Civil Aviation Authority as the Chief Negotiator/Senior Expert on Bilateral Air Services Agreements and International Relations. As of October 2009, Ioanna is the Director, Communications & Marketing at Athens International Airport. She was also presented with the ‘Woman of the Year’ award by the Air Transport News in 2014.

Roberto martin davara 120X120SPEAKER: Roberto Martín Davara, Head of Facilitation & Passenger Experience Dept. at Aena

Roberto is responsible for the passenger experience within the Aena network, including 46 airports and 2 heliports in Spain. Applying a holistic data-driven approach, he and his team work towards setting new standards in the airport experience. He is a member of the ACI World’s ASQ Subcommittee and the ACI Europe’s Facilitation and Customer Services Committee. Roberto holds a degree in Aeronautical Engineering (MSc) and loves traveling the world.


  • Discover how airports are leveraging big data and advanced analytics to understand their passengers’ behaviours, preferences, pain points and enable a more tailored travel experience
  • Learn about the latest innovations in AI, IoT, and mobile applications that enhance real-time communication, streamline check-in processes, and provide personalised recommendations and services
  • Understand the importance of creating a seamless, stress-free journey from curb to gate, including personalised wayfinding, bespoke lounge experiences, and tailored retail and dining options.


Is the webinar free?
Yes – there is no charge to watch the webinar, either live or on-demand.

When will the webinar take place?
The webinar will be taking place on 25 July 2024 at 08:00 CST/ 14:00 BST (UK TIME)/ 21:00 SGT/ 23:00 AEST.

Can I watch the webinar later?
The webinar will be available to watch on-demand shortly after the live broadcast takes place.

What are the benefits of attending live?
During the live webinar, you will be able to pose questions to the speakers, which will then be answered during the live Q&A session at the end of the webinar.

How long will the webinar be?
The live webinar will last for up to sixty minutes

What do I need to watch this webinar?
All you need is a computer with an internet connection. It is advised to use headphones where possible for your own comfort.