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.