Record-breaking Thanksgiving travel: An opportunity for airlines?

Record-breaking Thanksgiving travel: An opportunity for airlines?

This year, Thanksgiving Day falls on 23rd November in the US, with the wider holiday period spanning 17-28th. Industry group, Airlines for America, has forecast that US carriers will transport a record-breaking 29.9 million passengers during this time, 1.7 million passengers above pre-Covid levels.

However, optimism around this year’s surge in travel is overshadowed by concerns that adverse weather conditions will disrupt the smooth running of operations. Pete Buttigieg, Transportation Secretary, noted the potential challenges during this busy travel season, saying:

While we can’t control the weather, we will also be using every tool at our disposal to keep cancellations and delays as low as possible in the first place, including working collaboratively with the airlines.”

While weather-related disruptions are largely beyond the control of airlines, a key takeaway from the World Aviation Festival was that carriers can adopt strategic measures to ensure a positive customer experience overall. During an interview on customer expectations at the event, Linda Jojo, Executive Vice President, Chief Customer Officer, United Airlines highlighted the importance of a proactive and customer centric response to disruption, saying:

“Customers understand that things can happen. It’s what you do and how you communicate when they do happen (and what options you can give them) that can make all the difference.”

With the record numbers of passengers and daunting weather-related challenges, it will take communication, transparency, and proactive thinking from airlines to ensure passengers emerge from the busy holiday season with a positive travel experience.


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“The more you understand your customer, the more you can innovate.” Andrew Ward, VP Marketing & Customer Experience, Jazeera Airways

“The more you understand your customer, the more you can innovate.” Andrew Ward, VP Marketing & Customer Experience, Jazeera Airways

In advance of Aviation Festival Asia in February, Andrew Ward, VP Marketing & Customer Experience, Jazeera Airways joined for a brief interview. The conversation explored how the airline is using data analytics, tech adoption, and customer insights to inform marketing decisions and improve customer experience.

Andrew explained simply, “The more you understand your customer, the more you can innovate.” During the discussion, Jazeera Airways’ VP Marketing & Customer Experience demonstrated how a nuanced understanding of customers and their behaviours can be translated into commercial gain.

In the second half of the conversation, Andrew looked closer at some of the emerging tech the airline is embracing as well as exploring how Jazeera Airways is leveraging data and insights to manage its reputation.



At Aviation Festival Asia, Andrew will be speaking on how airlines leverage data analytics to create customer segmentation tools for commercial success, and participating in a panel looking at the emerging technologies being leveraged in digital marketing to optimise customer experience, interest, and relations. Book you ticket now to avoid missing out.

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LCC CEO panel: Evolving landscape and key trends

LCC CEO panel: Evolving landscape and key trends

The LCC CEO panel at World Aviation Festival explored the evolving low-cost landscape and unpacked key trends as we move towards 2024. Moderated by John Strickland, Director, JLS Consulting, the panel gathered together Marcel de Nooijer, CEO, Transavia Netherlands, Eddie Wilson, CEO, Ryanair DAC, Jude Bricker, CEO, Sun Country, David Gunnarsson, CEO, Dohop, and Max Kownatzki, CEO, SunExpress.

Addressing the challenges faced this year, the panellists covered a range of issue from the tragic earthquake in Turkey to the implications of Schiphol’s capacity reduction talks. They also discussed the complexities of managing disruption outside of airlines’ control, supply chain issues, and more. 

Later, Eddie led discussion around leveraging technology to drive growth. Here, the Ryanair DAC CEO touched on the importance of tech innovation for the airline’s evolution by enabling capacity for expansion. Jude also contributed insights to this theme, talking on select AI use cases, and highlighting its benefits as an interface for trip creation.

The panel collectively examined the complex topic that is sustainability in the low-cost arena. Here, speakers compared the differences between the US approach and Europe’s, which Marcel described as “more stick than carrot.”

For all of this and more, watch the full LCC CEO panel session below.



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Boeing and the US government collaborate to scale SAF among APEC member countries

Boeing and the US government collaborate to scale SAF among APEC member countries

Boeing and the US government are collaborating to scale and develop the use of sustainable aviation fuel (SAF) among Asia-Pacific Economic Cooperation (APEC) member countries. Although SAF is set to play a key role in the decarbonisation of the industry, airlines’ current of the jet-fuel alternative represents only 0.1 per cent of global jet-fuel demand due to challenges related to supply and cost.

The new initiative is pushing to develop ecosystems across the APEC region by “capturing best practices and case studies” from economies with existing SAF markets to support the establishment and growth of new ones.

Chris Raymond, Chief Sustainability Officer, Boeing said:

“Industry studies and data tell us that SAF is essential to meet aviation’s net zero commitment, but we need more of it. This initiative helps deepen the partnerships that we have had for years with several countries to advance SAF. We will foster collaboration and knowledge exchange among APEC economies, all in pursuit of a safe, and more sustainable aviation future.”

Some of the ways the project seeks to assist the APEC economies is through:

  • Identifying the availability of sustainable feedstocks for SAF.
  • Analysing new pathways to optimize SAF production.
  • Leveraging existing industries and infrastructure for SAF production.
  • Enabling the development of SAF-specific policies for production and use.
  • Exploring SAF accounting mechanisms, including book and claim.

This initiative hopes to create a framework that will develop the international SAF supply, supporting the ICAO goal of net-zero carbon emissions by 2050. For more of SAF see below.


“Seamless payments workflow” with new Tap to Pay on iPhone

“Seamless payments workflow” with new Tap to Pay on iPhone

Alaska Airlines is the first to offer Tap to Pay on iPhone. In partnership with Stripe, a financial infrastructure platform for business, the airline has announced this will now be the primary checkout option for inflight payments.

Charu Jain, Senior Vice President of Innovation and Merchandising said:

“We’re constantly innovating to give our guests the most seamless and caring experience possible. We’re proud to partner with Stripe to be the first airline to bring Apple’s Tap to Pay on iPhone technology to flight.”

Patrick O’Brien, Managing Director of Product Development at Alaska Airlines also explained:

“Instead of navigating complex tech, [our employees] are able to focus on providing the most caring experience for our guests. Transitioning to Tap to Pay on iPhone with the help of Stripe is creating a more seamless payments workflow—with no new devices required and an easy-to-use setup for our crew.”

The innovative tech uses secure NFC technology to take contactless payments from iPhone, Apple Watch, or another compatible smartphone. Passengers can seamlessly complete purchases using their preferred digital wallet, or can select to pay with any contactless debit or credit card.

Alaska will be the first airline to launch this across an entire fleet.


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“Nothing is the same as before.” Snowfall on intermodal travel and passenger behaviours

“Nothing is the same as before.” Snowfall on intermodal travel and passenger behaviours

Ron Glickman, VP of North America, Snowfall joined to discuss the evolution of passenger preferences, the strategic use of data to deliver personalised experiences, and the important connection between intermodal travel and sustainability.

As we unpacked the impact of the pandemic on passenger behaviours, Ron explained, “Nothing is the same as before.” Expanding on this, Ron compared the United States, Asia, Europe, and Latin America, highlighting geographical variation in how journey planning has changed. Characterising the current state as ever-changing, Snowfall’s VP of North America suggested that next year will be a significant indicator of how travel behaviours begin to settle.

Looking at tech and data, Ron pointed out the importance of data privacy regulations and the challenges they pose to offering a personalised experience. The conversation also touched on intermodal travel’s role in an increasingly eco-conscious world.

To hear all this and more, watch the full interview.



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“Earning the industry its right to grow,” with Christina Cassotis, CEO, Pittsburgh International Airport

“Earning the industry its right to grow,” with Christina Cassotis, CEO, Pittsburgh International Airport

At World Aviation Festival, Christina Cassotis, CEO, Pittsburgh International Airport joined for a brief interview. The conversation covered a range of topics looking at the airport’s approach to innovation, sustainability, and passenger experience.

The airport, which was recently named one of the best in environmental sustainability already has a first-in-the-world microgrid and is working towards producing sustainable aviation fuel (SAF), and hydrogen on-site. Looking at these examples and more, Christina explained how the airport is leveraging partnerships to drive innovation and “earn the industry its right to grow.”

Ensuring passenger experience remains at the heart of innovation at the new landside terminal, Pittsburgh International Airport’s CEO detailed a coordinated approach to making the airport accessible to all. Noting the importance of technology in innovation, Christina also highlighted the equal importance of inclusivity, saying:

“I think we have to make sure the airport environment as welcoming [for someone’s grandparent] as it is for the day traveller on a business trip.”

To hear from Christina on all this and more, watch the interview below.



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Modern retailing at Emirates: The future of offer and order

Modern retailing at Emirates: The future of offer and order

At World Aviation Festival, Anand Lakshminarayanan, Senior Vice President – Revenue Management & Airline Partnerships, Emirates Airline joined Henry Harteveldt. The fifteen-minute interview looked at the transformation of digital retailing and the evolving landscape of offer and order.

Anand explained the world renowned airline’s offer and order journey to date, detailing the effort entailed in shifting to full digital retailing. Here, the benefits of Emirates Gateway were highlighted and the challenges shifting from a legacy EDIFACT system explained. Through the conversation, Anand also conveyed the airline is now able to best present their products and services to the end customer.

Additionally, discussion looked at how customer behaviour has changed, touching on the host of changes related to booking, buying, and ancillaries since the pandemic and how changes at Emirates are catering to these new expectations.

To watch the full session exploring IT infrastructure, data, AI/ML, and more watch the full interview below.



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From picking a destination to where you sit on the plane, here’s how Amadeus sees travel changing in 2024

From picking a destination to where you sit on the plane, here’s how Amadeus sees travel changing in 2024

As an ever-evolving industry, it is important to stay at the forefront of change.

So, with 2023 starting to draw to a close, Amadeus has leveraged its propriety data and expert analysis to answer the question, “How will we travel next year?” Here are five developments Amadeus are predicting for next year – one or two might even surprise you.

Daniel Batchelor, Vice President, Global Corporate Marketing & Communications at Amadeus, expressed: 

“After a period of recalibration and reassessment over the past few years, we are beginning to see a host of new ideas bear fruit across our industry. 

Music tourism

Amadeus research has shown that music will continue to drive tourism in various regions next year – from Coldplay 2024 concert dates increasing searching volumes in Romania (91 per cent) and Greece (62 per cent), to Taylor Swift’s tour influencing booking patterns in the APAC region.

Agents of influence

The rise of tech enabling influencers using Instagram, YouTube and TikTok, for example, to share a booking link directly on their profile page and process payments is seeing influencers evolve from a powerful source of inspiration to facilitators of direct bookings.

Electric skyways

Next year is anticipated to be a big year for electric vertical take-off and landing (eVTOL) aircraft. With German aircraft manufacturer Volocopter planning to provide a fleet of electric VoloCity eVTOL for the Paris Olympics in 2024 and Toff Mobility, the first electric air company in Asia, working towards debuting electric aircraft in 2024 in South Korea. Further green, electricity-based developments are also predicted, including a planned electric airline debut from Ecocity in the UK and hydrogen-electric engines for seaplanes in the Canary Islands.

Intelligent concierge

Developments in generative AI have dominated conversation across industries this year and in 2024 we can expect to see its value to the travel industry go from strength to strength. The technology is already influencing the way people search for travel, but Amadeus predicts, “the next generation of generative AI powered customer service will be delivered with greater patience and empathy.”

Business luxe-lite

Responding to a rise in passengers wanting premium travel without the full fan-fare, airlines have started unbundling business, making it more accessible. With many airlines already adapting fare options to cater to this desire, the trend is projected to continue into 2024.


What are your 2024 travel predictions?


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International pressure sees Schiphol flight cuts suspended

International pressure sees Schiphol flight cuts suspended

Under the weight of international pressure, Amsterdam Schiphol Airport (AMS) has suspended plans for next summer’s capacity cuts. If the proposed plans were to move ahead, it would see the number of flights at Schiphol cut to around 450,000.

Mark Harbers, Infrastructure Minister, said in a letter to parliament, the decision was a “bitter pill to swallow”. But added that the government remained “committed to restoring the balance between Schiphol and its living environment.”

The latest changes comes after the US threatened “countermeasures” arguing the planned cuts violated the US-EU Air Transport Agreement.

Previously, IATA has said that pushing through the flight cuts would be “irresponsible on several levels,” citing the below in a robust defense of their stance:

  • It will demonstrate a contempt of the necessary democratic and legal scrutiny required of such a highly irregular and economically damaging proposal.
  • It will place the Netherlands squarely in conflict with its trading partners defending their rights under international agreements and bilateral treaties.
  • It should provoke the EU to defend its own laws which require rigorous application of the Balanced Approach.
  • It will cause significant harm to the economy and jobs.

As the industry works to address the sustainability challenge, this high profile case is sparking conversation around the role government will play as we move forward. The Financial Times described AMS’s planned cuts as “a litmus test of the ability of governments to try to limit flying to tackle climate change.”

Do you think this is the last we will hear on the AMS cuts or is there more to come?


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Diversity & Inclusion: Lift Off to Leadership

Diversity & Inclusion: Lift Off to Leadership

The Lift Off to Leadership panel at World Aviation Festival featured Güliz Öztürk, CEO, Pegasus, Sophie Dekkers, CCO, easyJet, Adrian Binfield, Head of People and Culture, IAG, and Pieter Bootsma, EVP & Chief Strategy Officer, Air France-KLM together with moderator Sumati Sharma, Partner, Oliver Wyman to discuss the importance of inclusive leadership.

Beginning with defining inclusive leadership, panellists explored the importance of actively seeking alternative perspectives, promoting collaboration, fostering a sense of belonging, and demonstrating sensitivity to personal biases. Through unpacking what being an inclusive leader means, the panellists crafted awareness of the nuances and complexities involved.

Importantly, the discussion further highlighted the ways that inclusivity acts as a driver of success, exploring the various benefits that diversity can unlock within a business. Pieter Bootsma, EVP & Chief Strategy Officer, Air France-KLM explained that from his experience, a diverse team encourages people to “challenge each other in a better way than if we were all the same.”

The conversation also unpacked the challenges associated with diversity and inclusion, answering questions like: “How do you get the quietest voice in the room heard?” And, “How we can continue to progress with inclusivity without making people feel isolated?”

Watch the full session below.



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InterGlobe signs MoU in push to launch electric air taxis in India by 2026

InterGlobe signs MoU in push to launch electric air taxis in India by 2026

Last week, Indigo’s parent company InterGlobe signed an MoU with US-based electric vehicle takeoff and landing (eVTOL) aircraft developer Archer Aviation in a push to launch electric air taxis in India by 2026.

The eVTOL air taxi service service looks to transform urban mobility, overcoming congestion problems to significantly reduce journey times. Reportedly, the 60-90 minute drive between Connaught Place to Gurugram could be reduced down to approximately 7 minutes.

Rahul Bhatia, Group Managing Director of InterGlobe, said:

“Over the last two decades, InterGlobe has been involved in providing safe, efficient, and affordable transportation to hundreds of millions of Indians across the country. We are excited at this new opportunity of bringing an effective, futuristic and sustainable transport solution by introducing Archer’s electric aircraft to India.”

Archer’s Midnight aircraft is a piloted, four-passenger eVTOL aircraft designed to perform rapid back-to-back flights with minimal charge time between flights. To begin with, the 200 initial aircraft will be deployed in Delhi, the national capital, Mumbai, the country’s financial capital, and Bengaluru, known as India’s Silicon Valley. However, there are also plans to use the e-aircraft for cargo, logistics, medical, emergency and charter services.


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Air India enters intermodal agreement offering 5,600 stations on a single ticket

Air India enters intermodal agreement offering 5,600 stations on a single ticket

On Thursday, Air India announced new intermodal interline agreement with WorldTicket, the distributor for Europe’s largest railway operator, Deutsche Bahn. This will allow Air India customers to include train connections across 5,600 stations on a single ticket.

Nipun Aggarwal, Chief Commercial & Transformation Officer, Air Indiasaid:

“While we continue to expand our own route network globally, such partnerships help us to provide an extended network to our guests, and make journeys to their final destinations more convenient. We observe substantial passenger traffic on our Frankfurt flights that further connects to and from other German cities and towns, and this partnership addresses the needs of an increasing number of such guests.”

Making the journey as seamless as possible, passengers will have the same baggage allowance on chosen rail routes as offered by Air India on its flights. The advantages of this partnership also extend beyond Germany as travellers with be able to access train connections on Deutsche Bahn to and from Amsterdam, Brussels, and Zurich via Air India’s Frankfurt gateway.

As the industry strives to offer the ultimate convenient travel experience, we expect to see more customer-centric collaboration emerging, showing an awareness of evolving passenger needs.


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The role of technology in crafting an airport experience from the future with Maurice Jenkins

The role of technology in crafting an airport experience from the future with Maurice Jenkins

This World Aviation Festival interview with Miami International Airport (MIA) CIO began with Maurice Jenkins sharing his vision for the “ideal” airport experience. The MIA CIO described a paperless, seamless, holistic airport/airline journey, centered around the customer.

From this starting point, the interview looked at how MIA is strategically planning for this future, highlighting areas of priority, and underscoring the importance of futureproofing where possible. Here, the need to remain agile and retain the ability to pivot was explained as we look towards innovating for the future.

The conversation also touched on the potential of biometrics and digital identity in transforming the passenger experience, as well as the value of collaboration and the nuances of harnessing data.

Watch the full interview here.


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easyJet innovates luggage services with Airportr collaboration

easyJet innovates luggage services with Airportr collaboration

Responding to their research showing 40 per cent of customers would be interested in luggage collection, delivery, and door-to-door service, easyJet has collaborated with Airportr to enhance passenger convenience.

The British LCC will initially offer three services for customers at London Gatwick and Geneva airports, becoming the first airline to include the service in a bundle fare.

  1. Departure: customers flying from London Gatwick or Geneva can now check in their bags from a designated pick-up point like your home office or hotel, which will be collected by an accredited driver and then collected from the baggage belt on arrival at their destination.
  2. Arrival: Customers arriving into Geneva from any easyJet airport can book for a delivery of their bags to their final destination, like their home or hotel.
  3. Door-to-door: customers flying from London Gatwick to Geneva can book a door-to-door service – a totally seamless luggage experience that means customers can check in their bags from home and sees them delivered to their final destination.

Sophie Dekkers, Chief Commercial Officer at easyJet, said:

“We are always looking at how we can innovate with the products and services we offer to ensure we are providing more of the choices our customers want, so we are excited to be introducing Airportr’s services initially from London Gatwick and Geneva, to help make travel even easier for our customers, whether they are flying for business or leisure.”

The announcement comes just weeks after IATA’s latest Global Passenger Survey (GPS) highlighted passenger desire for a more streamlined airport process, with 67 per cent of respondents interested in home pick-up and delivery. As the industry strives to meet traveller’s expectations, more flexibility during the airport experience will be crucial.


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“You need to change the mindset as well, it’s not just about changing the technology.” Branchspace on innovating digital airline retailing

“You need to change the mindset as well, it’s not just about changing the technology.” Branchspace on innovating digital airline retailing

At World Aviation Festival, Michael Huynh, Founder, Branchspace, and Ursula Silling, CEO, Branchspace joined for a discussion around innovation in digital airline retailing.

Firstly, conversation covered how Gresham House Ventures’ £5m investment into Branchspace will be used to meet the evolving needs of airline customers in a post-pandemic world. Here, Michael touched on accelerating digital offerings, responding to changing passenger behaviours, and elevating dynamic retailing capabilities, looking at how the investment can “help airlines to be the best retailers they can be.” Building on this, Michael also highlighted how data and insights can be leveraged in the future using machine learning (ML) to optimise outcomes for airlines.

Looking at the industry’s transition more broadly, Ursula explored how digital transformation can make a tangible differences to passengers as well as  the challenges that come with this shift. Here, Branchspace’s CEO explained:

“It’s not just about changing the technology. You need to get this mindset of what is retailing? What is customer focus really? And even the mindset to experiment to have the courage to say this one maybe didn’t work but the next will make a big difference.” 

To hear the CEO and Founder of Branchspace speak on all this and more, watch the full interview below.



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Keynote CEO panel: Decarbonisation, AI, and tech trends

Keynote CEO panel: Decarbonisation, AI, and tech trends

At World Aviation Festival, the keynote CEO panel consisting of Luis Gallego, CEO, IAG, Güliz ÖztürkCEO, Pegasus, Tim Clark, President, Emirates, Luís Rodrigues, Chairman of the Board of Directors and CEO, TAP Air Portugal, and Willie Walsh, Director General, IATA, convened to discuss the future of the global aviation industry. The discussion was organised in two main sections: the first focused on the decarbonisation of the industry, while the second explored the implications of artificial intelligence (AI). 

Moderator Guy Johnson immediately split the panel asking:

“Are the 2050 sustainability targets realistic? Do you think they can be achieved in a way that does not impact demand?”

The question sparked lively discussion around the major changes needed for sustainable aviation fuel (SAF) production, geographic considerations, human ingenuity, airport infrastructure complications and more. Working to map out the bottlenecks and voicing conflicting opinions on the industry’s sustainability trajectory, the panellists provided a comprehensive exploration of the challenges and opportunities ahead.

Conversation also looked at AI’s potential in overcoming current adversities as well as any potential harm it could pose to airline profitability. The consensus across the panel was that the industry as a whole will eventually adapt to the new possibilities of AI, but those that harness technology early will reap the most benefits.

Throughout the session, discussion touched on other intriguing questions including: Are we seeing a generational shift away from aviation? How can we ensure middle management are openminded when it comes to adopting disruptive technology? And, will current challenges impact talent attraction and retention? For insights from pioneering industry leaders on these matters and more, watch the full session.



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ICAO Digital Travel Credentials will change the world of travel

ICAO Digital Travel Credentials will change the world of travel

The unique nature of the International Civil Aviation Organization’s (ICAO) Digital Travel Credential (DTC) presents an exceptional opportunity to build a next-generation system for passport issuance and inspection, setting a new standard for the traveler experience. Entrust fully supports the vision set out by the ICAO for technological advances from the current eMRTD standard for ePassports to a future state that will see only virtual eMRTDs. But the journey to paperless passports will take many years.

There have been several policy and technical papers released – and, despite the gaps in technical specifications, we’ve seen many seamless travel pilots already. However, much of the policy work at the ICAO level to enable the passport-issuer created DTC remains in-progress or has yet to begin. Governments and industry should begin to contribute to policy discussions now to support future technology decisions.


DTC Standards

VC = Virtual Component PC = Physical Component


There remains significant work to do on communications protocols between the DTC and inspection systems. Most of the Type 2 and 3 specifications are yet to be developed.


DTC Pilots

Pearson Airport, Toronto

The Canada Border Services Agency worked with Entrust and Face4 Systems Inc. on smartphone-based enrollment including DTC derivation for a touchless arrivals process for returning Canadian citizens. The goal was to test passing identity information and traveler declarations to the CBSA back-end for processing, essentially replicating kiosk-based traveler processing, but via a self-service touchless process.



Eurostar is working with iProov and Entrust on smartphone-based enrollment including DTC derivation for a touchless train journey check-in and border processing for passengers departing the UK from St. Pancras International. The DTC can be reused for subsequent journeys. Hundreds of transactions demonstrated improved traveler throughput without compromising security. Eurostar is deploying the service as an operational system before rolling out to stations in the EU.


Netherlands / Canada

This pilot is a collaboration between the Ministry of the Interior, the Royal Netherlands Marechaussee (KMar), the National Service for Identity Data (RvIG), Schiphol Airport, KLM Royal Dutch Airlines, and IDEMIA. Funding is provided by the European Commission. Canada’s engagement is limited to facilitating temporary procedural changes to waive the presentation of a physical passport prior to boarding. The project scope is for Netherlands and Canadian citizens departing Canada for the Netherlands.


DTC Use Cases

ICAO identifies the following potential DTC use cases:

  1. Enable seamless travel

Using the packet of verifiable traveler data as the enabler of touchless travel experiences.

  • Improve the Advance Travel Authorization process

Authentication of data submitted to Electronic Travel Authorization and similar schemes, and elimination of data errors.

  • Streamline border management

Pushing the border out before travel starts by enabling the passenger to send data in advance, allowing authorities to make early watchlist checks.

  1. Emergency Travel Document (ETD)

Type 3 DTCs could be issued by authorities to citizens whose passport had been lost or stolen during travel, saving significant costs and inconvenience for traveler and government alike.


What can document issuers do now?

Document issuers could follow the path being paved by the Netherlands Ministry of the Interior by getting involved in seamless travel pilots. Historically, document issuers have had little influence over how their documents are utilized. A pilot of this sort would require forging close relationships with immigration authorities and airlines. A pilot under the control of a document issuer would perhaps be easier to implement. The two obvious use cases within the control of a document issuer are streamlining border management and the issuance of emergency travel documents.

The rate of adoption of innovations in the passport world has some very understandable friction. Most passports are valid for 10 years, and ICAO’s policy to be backward compatible with previous technology whenever possible may make changes appear slower in implementation. But for the people directly involved, whether from industry or government, there is a growing excitement for the changes the DTC will bring to the world of travel.

To learn more about what Entrust can offer governments and commercial travel service providers (TSPs) in an unparalleled seamless travel journey solution for their citizens and customers, read our ebook, “Providing a Seamless Citizen and Non-Citizen Border Experience,” or visit our Seamless Travel solution page.


Article by Entrust


“That’s the art. It’s understanding the customer and meeting them where they are.” VP of Marketing and Loyalty, United Airlines

“That’s the art. It’s understanding the customer and meeting them where they are.” VP of Marketing and Loyalty, United Airlines

At World Aviation Festival, Luc Bondar, President of MileagePlus and VP of Marketing and Loyalty, United Airlines joined to discuss the airline’s marketing and loyalty strategies.

Touching on United’s well-known campaign with their new Chief Trash Officer, Oscar the Grouch, Luc portrayed marketing as a tool for storytelling and education, particularly in the context of communicating the airline’s sustainability journey. Luc elaborated:

“We have taken on an educational campaign to really help consumers understand the investments that we’re making that we think will change the future of flying, particularly around sustainable aviation fuel. […] And it’s really an education campaign to help consumers everywhere understand that our industry has an opportunity to be transformational in the role that we play in driving more sustainable flying, and we think we have a responsibility to do that.”

The conversation also touched on how the airline overcomes challenges that Gen-Z presents from a loyalty and marketing perspective. As Luc pointed out, the illusive generation has traditionally thought, “loyalty is not for me, I’m all about experience and low price,” prompting the airline to take a fresh approach, tailoring their marketing and loyalty to Gen-Z’s unique behaviours.

To hear United’s President of MileagePlus and VP of Marketing and Loyalty discuss communicating an evolving sustainability strategy, appealing to Gen-Z travellers, and using tech to deliver a personalised experience, watch the interview below.



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Inside Changi’s recently opened T2

Inside Changi’s recently opened T2

After three and a half years of engineering and expansion works, Singapore’s Changi Airport has fully reopened Terminal 2 (T2). Adding an extra five million passengers per annum (mppa) to the airport’s capacity, the terminal opened ahead of schedule ready to embrace the full global travel recovery of 2024.

Mr Tan Lye Teck, CAG’s Programme Director for the Terminal 2 Expansion Project, said,

“Changi Airport has always been pushing the boundaries of airport service and innovation, while staying ahead of the latest trends in digital as well as retail and dining offerings. With T2, we sought to enhance the passenger experience, bringing together a modern terminal inspired by nature, with immersive digital experiences, innovative technology, as well as transformative retail and dining concepts that create a sense of place. 



Image credit: Changi Airport Group



Image credit: Changi Airport Group


In addition to the breath-taking scenery of the new terminal, Changi is doubling down on technology to enhance the customer experience:

  • The number of automated check-in kiosks and bag drop machines have almost double.
  • Immigration halls have been expanded to support additional automated immigration lanes allowing more passengers to be served at any time.
  • A new early baggage storage system has also been installed that is fully automated with the capacity to handle up to 2,400 bags.
  • T2 will be the first terminal in Changi to have automated Special Assistance Lanes for persons with disabilities and young children at both arrival and departure immigration.
  • Passengers can even get a drink served to them by their first-in-airport robot bartender Toni.

In keeping with its reputation to excellence and awe-inspiring landscapes, Changi’s T2 blends state-of-the-art facilities and cutting-edge technology with nature-inspired beauty. Will you be visiting T2 soon?


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