so I cannot start off by asking you a

few questions and I want you to raise

your hands how many of you enjoy flying

in the typical airline experience and

maybe you've got an an aircraft in the

last month Wow

how many of you swore at an airline

because they lost your luggage how many

of you saw it yourself because you

arrived at the app at the airport too

late and you missed the flight and how

many of you affected by the strikes that

we had by Lufthansa and Deutsche Bahn in

the last 24 hours

ok thank God not so many people so now I

want you to imagine you under your own

weight on your way to the airport your

taxis stuck in traffic your heart starts

to beat faster sounds pretty familiar

right but imagine the airline was able

to locate you via their app calculate

your new time of arrival to the airport

and automatically book you onto the next

flight not only that if all your further

travel arrangements were automatically

synced so the taxi driver on your

arrival knew your new arrival time and

also your hotel knew your new check-in

time or if you arrive early to the

airport the airline automatically

reboots you onto an earlier flight and

not just that imagine if you had on this

app the ability to locate your bag at

any point in time and track where it is

this probably sounds a bit like science

fiction today air travel is far from

being a hassle-free experience but in

theory the airlines know a lot about us

and the way we fly and the way we travel

I myself am an avid traveler as you

heard I've been fortunate enough to

visit 117 countries I'm passionate about

traveling

and helping others to experience the

beauty of travel but when I think about

the many frustrations I've had for

example when I've been in Bangkok trying

to find out how do I get a visa to go to

Mayan MA or when I'm trying to fly to

Karachi and my flights been diverted to

Lahore because Karachi Airport have been

bombed how do I get new flights to

Karachi or when I arrived in Damascus

and my bags didn't arrive I went by the

way if there's anyone from us homeland

security listening those were purely

leisure trips so my vision today I'd

like to share with you is a hassle-free

travel experience enabled by innovation

but which is also environmentally

sustainable

now also through my work I have an

interest at Lufthansa in monitoring

long-term trends and innovation and

improving the customer experience I

believe the topics of innovation and

digitalization will revolutionize the

customer experience over the coming

decade now what I'm about to describe

requires advances in data analytics but

also thoughtful consideration of privacy

we should have the right to control what

data we share with whom we share it and

how its shared this vision I will

describe is a win-win for us and for the

airlines by offering to share our

preferences and out data the airline can

offer us an enriched travel experience

and be our partner along the journey let

us now take a deeper look at the next

step for Airlines now once we start

thinking about our travel we start

dreaming and planning we go online today

we see that the Internet has really

revolutionized the way that people

search for travel and has really enabled

us to find the lowest possible airfare

which gives us power over the airlines

it also means that more of us can travel

because it's become cheaper but actually

in the neck at next decade what will

happen is that power will shift back to

the airlines the airlines will know

based on

example checking whether in foreign

destinations looking at travel guides or

contacting friends in far-off places

that maybe we're thinking about planning

a trip and they'll be able to offer us a

suggested itinerary before we've even

really started planning that trip in the

same way that today Amazon makes product

suggestions but they have to be careful

not to go too far and respect our

privacy there is one example of a

European consumer loyalty program which

was based on shopping patterns able to

identify pregnant women and offer them

special offers on baby products the

issue was they were so good at

identifying pregnant women they were

able even to do it before the women

themselves realized they were pregnant

so we have to be careful when we travel

in future it would be possible to be

offered a customized bundle of offerings

that's a package of goods and service

around your flight tailored individually

to your needs so suppose you're like me

you only travel with carry-on luggage

you generally like to eat a meal on

board the aircraft and you like having

the seat next to you empty the airline

will be able to give me credit for the

fact that I don't check in a bag and

subsidize this towards my meal so

they'll be off to me something

customized exactly to my needs at a

price point designed for me also what

we'll see is what we see today is that

whenever we go online the majority of

times we actually don't buy anything we

don't buy that flight and that's because

we don't find the price we want we don't

find enough seats

the destination is not available or the

time the flights just not convenient

actually in the future the airlines will

start mining this data the millions of

searches which are going on and they'll

be able to offer us better offers

because they'll know actually what we

want rather than what they think we want

now many people spend a lot of time

planning their flights actually often

it's quite nice to be more spontaneous

sometimes I play a game called Airport

roulette

why show up at the airport I look up at

the departure screen I think hmm

where would be interesting to fly to the

ceiling based on what's the weather

what's the price what's the flight time

and I just simply pick a destination for

the weekend but there's probably not too

many people out there as crazy and I as

I am but having said that in the future

airlines will they'll be able to offer

us more examples of mystery destinations

where you say I'd like to go on a beach

trip this weekend somewhere in Europe

you won't know the destination but it'll

be cheap and they will they will select

something for you based on their

available seats so this will allow the

more adventurous of you to be more

spontaneous if we move to the next stage

of travel now getting ready to book what

we see is in future the majority of

bookings will be done on mobile devices

or on iPads it will be much faster to

them today often with one-click booking

and your travel preferences will be

saved

making it very easy to book your flight

now imagine you like flying to New York

it's one of my favorite destinations to

fly to you like going to be going to the

theater and you like going shopping for

clothes so will happen after you book

you'll be sent special offers on

Broadway shows and actually during your

your travel if you're walking through

the street maybe you're walking past the

clothes show over the sale you'll get an

automatic notation on your mobile device

leather you know that there's a sale on

for that particular clothing retailer

also in the future pricing will be done

much differently today pricing is very

simple based on whether an airline

thinks you're a business traveler or

leisure traveler in the future they'll

be much more sophisticated they'll

recognize the fact that I actually buy a

lot of ancillary services from the

airline that I have a high degree of

travel spend and so they'll be able to

offer me a lower ticket price in order

to get me in their system because I know

I'll be a profitable customer this is

happening today in the casino industry

so people who spend out on money in

casinos are actually offered either free

or subsidised airfare by the casino

operators

so now you're on your way to the airport

typically the next experience with an

airline is checking in so in the future

there'll be no check-in you'll be able

to go straight to your gate the boarding

pass will be automatically sent to you

at the time of booking and you'll be

sent an RFID baggage tag just to put on

your bag and you won't even have to wait

in line anymore in the future you'll be

able to connect with fellow passengers

before you fly and either share a taxi

or a ride on the way to the airport

well maybe the airline will suggest to

you that you're both going to the same

hotel maybe you want to share a ride

even better they could tell me who's on

the aircraft and who's single and who

likes playing Airport roulette now on

the way to the airport is typically a

very stressful time and this is a good

chance for the airlines to win the

moments which matter so now imagine

you're you're you're stuck on your way

to the airport maybe haven't even

realized but on your mobile device

automatic you'll get a map or an alert

telling you you're not going to make it

to your aircraft in time or maybe

they'll tell you that the security

waiting times are particularly long

right now so you need to allow enough

time or there's traffic on the way on

you're just on your way to the airport

you need to take a different route also

when you arrive at the airport a map

will be displayed on your Google glasses

or on your mobile device telling exactly

where you need to go when you arrive in

the airport and go to the lounge in

future you'll be able to have a

connected lounge experience and this is

already being worked on and being

launched this year by one airline you'll

be able to pick up a an iPad or if you

have your own device you'll be able to

use that and control your entire lounge

experience booking a massage booking a

shower controlling the lighting in your

shower room maybe if you like the wine

on offer in the lounge you'll be able to

order a case directly to your home when

you arrive and also when you're in the