FTE APEX Asia Expo – the region’s biggest free to attend passenger experience and business performance expo for the aviation industry – concluded with the FTE APAC Innovate Awards. These landmark awards are truly unique and are the industry’s definitive innovation platform. Airlines and airports competed head-to-head with their peers, shining a light on their latest innovation efforts. There were three awards categories: Mumbai International Airport, Hamad International Airport and GMR Innovex were shortlisted for Most Innovative Airport Initiative; Air India, Malaysia Aviation Group and Lufthansa Innovation Hub were shortlisted for Most Innovative Airline Initiative; and Neural Lab, AerVision Technologies and ZestIoT were shortlisted for Most Innovative Vendor Initiative. Each of the shortlisted entrants pitched in an effort to impress our judges – Linda Schucroft, Vice President Innovation & Guest Experience, King Salman International Airport; Raza Ali, Vice President – Innovation, International Airlines Group (IAG); and Manuel van Lijf, Director Aviation Innovation, nlmtd – and our audience, whose all-important votes decided who won.
Mark your diary for FTE APEX Asia Expo 2025 – 11-12 November 2025, Marina Bay Sands Expo & Convention Centre, Singapore >>Most Innovative Airport Initiative – Hamad International Airport
Hamad International Airport (DOH) – a Corporate Partner of the FTE Digital, Innovation & Startup Hub and a Partner of the FTE Baggage Innovation Working Group – received the Most Innovative Airport Initiative award, following a pitch on its Digital Human for Customer Service powered by Generative AI, which was delivered by Syed Talha Izhar, Manager Business Systems – Digital & Commercial, Information Technology, Hamad International Airport.
In the pitch, Syed Talha Izhar explained how the Digital Human assists passengers with information related to flights, services, facilities, shopping and dining. It offers a personal human experience through voice-based conversation powered by leading-edge technologies such as Large Language Models (OpenAI/ChatGPT). The primary benefit is a transformative passenger experience, while a secondary benefit is that it can augment the airport customer service team by answering frequently asked questions regarding flights, gates, airport services, food & beverage, retail, lounges and more. The airport’s latest AI Powered Digital Human for customer service can be deployed at scale across all major passenger touchpoints, such as information kiosks, customer service desks and even on personal devices through wayfinding QR codes and apps.
A key part of the vision is safe and ethical Artificial Intelligence (AI). The solution has, therefore, been built with guardrails in place to provide safe answers to passengers. It is a successfully-deployed example of positive disruption, with AI augmenting humans to offer enhanced customer service.
Most Innovative Airline Initiative – Malaysia Aviation Group
Malaysia Aviation Group – a Partner of the FTE Baggage Innovation Working Group – was recognised for its MCAT Solution – an innovative platform designed to revolutionise inflight catering operations – with Gideon Ding, Product Manager, Group Digital, Malaysian Aviation Group, collecting the Most Innovative Airline Initiative award.
In his pitch, Gideon Ding explained how the innovative platform revolutionises inflight catering operations by eliminating the need for paper, while improving overall operational efficiency. MCAT seamlessly displays real-time flight information, packing lists for each team involved, track and trace and inventory management, while simultaneously capturing this data to present on a dynamic performance dashboard. This empowers duty managers to efficiently navigate delays and monitor flight preparation progress, ensuring smooth and timely operations. Meanwhile, the mobile web app leverages data analysis and automation to simplify every step of the catering-to-aircraft process, from managing supplies and carts to distribution.
With MCAT, real-time data enables teams to respond more efficiently to flight changes, bay assignments, and passenger movements. This helps manage demands accurately, while delivering a best-in-class customer experience. A pocket data tool in the palm of operations teams helps minimise wastage by packing what is required and is accurate right up until the final minutes before a flight.
Most Innovative Vendor Initiative – ZestIoT
Amit Sukhija, Founder and CEO, ZestIoT, collected the Most Innovative Vendor Initiative award. ZestIoT was recognised for its app-less digital support tool for passengers.
The first-of-its-kind solution, piloted by Aeroporti di Roma at Fiumicino Airport, is designed to reimagine the journey from airport entry to aircraft boarding. It provides real-time updates on boarding status while helping passengers navigate the airport. ZestIoT’s seamless QR-based technology does not require passengers to download an app. It delivers engaging, meaningful content, providing passengers with real-time information about their flight’s boarding status, including its percentage progress. Additionally, it creates non-aeronautical revenue opportunities for airports and airlines. The pilot project was successfully implemented at Fiumicino Airport across 14 extra-Schengen gates, and was exposed to over 200,000 passengers across 8,000+ flights over a six-week period.
In his pitch, Amit Sukhija highlighted that the technology creates a highly positive impact on passengers’ mindsets, who are often anxious throughout their journey. A growing number of airports and airlines have recognised app-less technology as an effective way to engage passengers and this approach has opened new opportunities for offering engaging content. Meanwhile, ZestIoT emphasised that airports and airlines can generate additional revenue through this tool.
Mark your diary for FTE APEX Asia Expo 2025 – 11-12 November 2025, Marina Bay Sands Expo & Convention Centre, Singapore >>
