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  • [Applause]

  • 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