The Future Travel Experience (FTE) Podcast

What does the future of baggage handling look like at one of the world’s busiest and most space-constrained airports?

In this episode of the APEX FTE Podcast, Max Gosney goes behind the scenes at London Heathrow Airport’s Terminal 5 with Jamie Ratcliffe, Senior Product Development Manager for Baggage at Heathrow.

Following a tour of T5’s vast baggage handling operation, they explore Heathrow’s drive for “relentless productivity” and why the next frontier of baggage transformation will require far more than simply adding more people, equipment and space.

Jamie shares his perspective on AI, robotics, computer vision, baggage identification and automation, as well as why airports may need to get better at adopting proven technologies rather than trying to innovate everything themselves.

They also tackle a bigger question: instead of squeezing robots into baggage systems designed for humans, should the next generation of airport infrastructure be designed around automation from day one?

Plus, Jamie reveals how he expects the role of baggage employees to evolve as AI and robotics take on more of the physical workload.

If automation handles the load, will humans increasingly handle the mission?

Listen to the full episode for a fascinating behind-the-scenes look at how Heathrow is thinking about the next 10–20 years of baggage operations – and what the wider aviation industry can learn from it.

What happens when in-flight entertainment becomes much more than a place to watch movies?

In this episode of the APEX FTE Podcast, Max Gosney speaks with Dominic Green, Director, Product Management, Onboard Customer Experiences at United Airlines and President of APEX, about United’s vision for a more connected, personalised and engaging passenger experience.

Green explains how seatback IFE and Starlink connectivity are coming together to create a powerful digital channel between the airline and its passengers – supporting entertainment, real-time journey information, loyalty, personalisation and potentially new commercial opportunities.

They explore why United remains committed to seatback screens in an increasingly connected world; the airline’s work with Spotify, Peacock and Apple TV; why the moving map continues to command passengers’ attention; and how high-speed connectivity could reshape streaming, live content and gaming onboard.

The conversation also tackles one of the biggest opportunities and challenges facing airlines: personalisation. How can an airline understand what an individual passenger wants at that particular moment, while using their data appropriately and avoiding irrelevant experiences?

Looking further ahead, Green shares his perspective on how connectivity, personalisation and AI could transform IFE over the next decade – and why the aircraft is rapidly becoming a much more valuable digital engagement environment.

Listen now to discover how United Airlines is rethinking the connected passenger experience – and what it could tell us about the future of IFE.

On this episode, we take a look at an aviation unsung hero. They’re everywhere and nowhere. Around a million of them are in circulation but you probably looked straight past one the last time you flew without a second thought. They can contain everything from sunglasses and swimming shorts to radioactive material and snakes. It might look on the surface like a Tetris block which spent too long in the sun but the ULD is evidence that you never judge a book  by its cover.   

We find out more with Janis Balkens, COO at Unilode - a company which helps airlines optimise and manage their ULD fleets. 

In this episode we talk mental health and wellbeing with Kirsty and Andy Dobson, the owner founders of Clarity& Why is it considered a soft subject in an aviation industry where performance and safety are critically dependent on our people being in the right mindset?

Reliable onboard connectivity has become one of the most important drivers of airline passenger experience.

In this episode of the Future Travel Experience Podcast, Max Gosney speaks with Don Buckman, President of Viasat and APEX Board Member, about the engineering behind aircraft Wi-Fi, the evolution of satellite communications and why connectivity is rapidly becoming a major commercial platform for airlines.

Watch a Viasat system being launched: https://www.viasat.com/about/technology/satellite-fleet/viasat-3/

The discussion explores:

• How aircraft stay connected while travelling at over 500mph
• GEO vs LEO satellite technology
• The future of airline connectivity
• Passenger expectations for onboard Wi-Fi
• Ancillary revenue opportunities enabled by connectivity
• Advertising and digital retail in the cabin
• Innovation culture at Viasat
• The future of satellite communications and aviation

Whether you're an airline executive, airport leader, technology provider or simply passionate about the future of aviation, this episode offers valuable insights into one of the industry's most important areas of innovation.

Subscribe to the Future Travel Experience Podcast for more conversations with the leaders shaping the future of aviation.

How will in-flight entertainment evolve as onboard connectivity, streaming and passenger expectations continue to change?

In this episode of the FTE Podcast, Max Gosney speaks with Esdra Lamy, Senior Vice President at Warner Bros. Discovery and APEX Board Director, about the future of premium entertainment in the cabin.

The discussion explores the role of curated content, free Wi-Fi, airline partnerships, seatback entertainment, passenger viewing habits and why the aircraft cabin remains one of the last truly focused media environments.

Esdra also shares his aspirations for future airline entertainment experiences, reflects on the remarkable success of Barbie as one of the most popular in-flight films, discusses the continued importance of seatback screens, and explains why collaboration between airlines and content providers will be essential for the next generation of passenger experiences.

Whether you work for an airline, airport, content provider or technology company, this episode offers valuable insight into the future of in-flight entertainment and passenger engagement.

In this episode of the FTE Podcast, host Max Gosney speaks with Martha Edge, Innovation & Experience Director at Charlotte Douglas International Airport, about how CLT is blending practical innovation, advanced technology and human-centred thinking to improve the passenger journey.

Martha shares insights into CLT’s much-loved Canine Crew therapy dog programme, the airport’s digital twin work linked to its fourth parallel runway, security checkpoint transformation, baggage innovation learnings, AI, business intelligence and the launch of a new customer-centric culture programme.

The discussion explores why innovation does not always have to mean complex technology, how airports can reduce stress and confusion for passengers, and why the human element will remain essential even as AI, biometrics and touchless journeys become more embedded in aviation.

For airport leaders, airline executives, innovation teams and customer experience professionals, this episode offers a valuable look at how one of the world’s busiest connecting airports is shaping the future of seamless, resilient and emotionally intelligent airport experiences.

In this episode of the FTE Podcast, host Max Gosney speaks with Juha Jaervinen, Chief Customer Officer (CMXO) & Executive Vice President at Virgin Atlantic, about the airline’s mission to create the “most loved customer experience” through the combination of technology, human interaction and the iconic Virgin flair.

The conversation explores how Virgin Atlantic is using AI Concierge, ChatGPT integration, Starlink connectivity, loyalty innovation and customer insight to deliver more seamless, personalised and emotionally engaging journeys.

Juha also shares insights into:

• Why technology should enable human interaction rather than replace it
• How Virgin Atlantic uses NPS and customer feedback to drive improvement
• The importance of service recovery and “surprise & delight” moments
• What aviation can learn from hospitality and luxury service industries
• How future generations of travellers will expect airlines to truly know them
• The role of ancillary revenue and personalised experiences in the future passenger journey

The episode also explores how Virgin Atlantic empowers its teams to deliver authentic service recovery, emotional connection and memorable onboard experiences that differentiate the brand in an increasingly digital aviation landscape.

A must-listen for airline, airport and customer experience leaders focused on premium travel, loyalty, digital transformation and aviation innovation.

Listen now and discover how Virgin Atlantic aims to remain one of the world’s most loved travel brands.

In this episode of the FTE Podcast, host Max speaks with Kevin Kleist, Head of Emerging Trends at Southwest Airlines and Head of Innovation & Startup Engagement at Future Travel Experience.

Kevin shares his views on the biggest technology opportunities in aviation, including AI, robotics, autonomous ramp operations, employee-led innovation, startup collaboration and the future passenger journey.

The conversation explores why technology should be introduced in service of people, how frontline employees can become champions for change, why aviation and startups need better bridges between speed and discipline, and how the industry can learn faster by collaborating more openly.

In this episode of the Future Travel Experience (FTE) Podcast, host Max Gosney sits down with Harvey Tate, Keith Walters, and David Breeze from the IAG Transform team to explore how innovation is overhauling the future of aviation operations across airlines and airports.

From AI-powered turnaround optimisation and smart ramp technology to biometrics, autonomous vehicles, robotics, and the future potential of humanoid technology, the conversation explores some of the biggest innovations shaping the aviation industry today.

The discussion also covers sustainability, operational efficiency, passenger experience, airport readiness, and the importance of collaboration across airlines, airports, regulators, suppliers, and technology providers.

Topics discussed include:

• AI and Agentic AI in aviation
• Smart ramp technology and turnaround optimisation
• Biometrics and digital identity
• Autonomous vehicles and robotics
• Sustainability and operational efficiency
• The future of airport infrastructure
• Passenger experience innovation
• Preparing aviation teams for rapid technological change

A must-listen for aviation leaders, airport operators, airlines, and technology providers interested in the future of air transport innovation.