The Future Travel Experience (FTE) Podcast

Max Gosney
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The Future Travel Experience Podcast is a community support aid for any busy aviation professional feeling bamboozled by the searing pace of change hitting our world.  Tune in for a collaborative, friendly forum that will guide you on the innovations to look out for and overcoming the everyday challenges behind successful implementation. Each week, we’ll interview aviation chiefs who’ve blazed a trail with new tech. We’ll dig behind the hype to explore the very human challenges behind achieving effective digitisation.  What leadership traits are essential to drive change? What are the biggest lessons they learned through failure? How do we win employee buy-in for change? And, how might playing as one aviation team magnify the passenger-pleasing power and profitability of AI, robotics and immersive tech? The podcast will be powered by a philosophy of collaboration and best practice sharing across the aviation family. We’ll look at a whole range of technologies impacting every area of the passenger journey from autonomous pushback tugs, sustainability and exoskeletons on the ramp to the latest in on-board entertainment systems. We’ll even look up to the stars and the prospects of a bold new era of commercial space travel. If it’s pioneering then FTE wants to hear about it on the podcast. Because we believe that our aviation community can get to the future faster, if we can all go there together.  

Episodes

  1. Jun 4

    How Martha Edge and the Canine Crew are making Charlotte Douglas International Airport top dog with passengers

    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.

    45 min

  2. May 28

    To Surprise & Delight: Virgin Atlantic's Juha Jaervinen on the Future of the Most Loved Customer Experience

    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 itHow Virgin Atlantic uses NPS and customer feedback to drive improvementThe importance of service recovery and “surprise & delight” momentsWhat aviation can learn from hospitality and luxury service industriesHow future generations of travellers will expect airlines to truly know themThe role of ancillary revenue and personalised experiences in the future passenger journeyThe 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.

    38 min

  3. May 21

    Southwest’s Kevin Kleist on AI, Robotics, Startups & Human-Centred Aviation Innovation

    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.

    38 min

  4. May 14

    IAG on AI, Biometrics & the Future of Aviation Innovation

    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 aviationSmart ramp technology and turnaround optimisationBiometrics and digital identityAutonomous vehicles and roboticsSustainability and operational efficiencyThe future of airport infrastructurePassenger experience innovationPreparing aviation teams for rapid technological changeA must-listen for aviation leaders, airport operators, airlines, and technology providers interested in the future of air transport innovation.

    46 min
  • 4 Episodes

About

The Future Travel Experience Podcast is a community support aid for any busy aviation professional feeling bamboozled by the searing pace of change hitting our world.  Tune in for a collaborative, friendly forum that will guide you on the innovations to look out for and overcoming the everyday challenges behind successful implementation. Each week, we’ll interview aviation chiefs who’ve blazed a trail with new tech. We’ll dig behind the hype to explore the very human challenges behind achieving effective digitisation.  What leadership traits are essential to drive change? What are the biggest lessons they learned through failure? How do we win employee buy-in for change? And, how might playing as one aviation team magnify the passenger-pleasing power and profitability of AI, robotics and immersive tech? The podcast will be powered by a philosophy of collaboration and best practice sharing across the aviation family. We’ll look at a whole range of technologies impacting every area of the passenger journey from autonomous pushback tugs, sustainability and exoskeletons on the ramp to the latest in on-board entertainment systems. We’ll even look up to the stars and the prospects of a bold new era of commercial space travel. If it’s pioneering then FTE wants to hear about it on the podcast. Because we believe that our aviation community can get to the future faster, if we can all go there together.  

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