9th - 11th February 2009, InterContinental, Vienna

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Day 1 - Monday 9 February 2009

13:00 FREE MASTERCLASS - Keeping up with the latest management challenges - a round-up about what you need to know Exclusive first time presentation of findings from the new 2009 Carlson Global Airline Relationship Builder New media for FFPs Analytics: Determining lifetime value from your passengers Non-air rewards for FFPs – managing your program liability to deliver more value to clients at lower cost to the program/airline Moderator: Evert de Boer, Loyalty Director Asia, Carlson Marketing 19:00 Cocktail reception

Day 2 - Tuesday 10 February 2009

8:50 Chairman's introduction Ravindra Bhagwanani , Managing Director, Global Flight 9:00 Keynote address: Do loyal customers exist? Andreas Bierwirth , Chief Commercial Officer, Austrian Airlines 9:30 Creating the world's largest FFP - a project update Jeff Robertson , Vice President – Loyalty Programs, Delta Air Lines 10:10 Exploiting cross-selling opportunities with partners Carsten Schaeffer , Managing Director, Miles & More International (Lufthansa) 10:50 Refreshment break 11:20 Presentations by candidates for Loyalty Innovation Awards 2009 Moderation by members of the judging panel: Ravindra Bhagwanani , Managing Director, Global Flight Santiago Ontañón , CEO Frecuenta, Mexicana Herbert Verschuren , Director Flying Blue, Air France KLM Iain Webster, Loyalty Business Development Consultant, 12:30 Lunch

14:00 Panel discussion: Are loyalty programmes efficient to manage loyalty with price sensitive customers? Moderator: Mark Pilling , Editor, Airline Business Phil Gunter , General Manager Velocity, Virgin Blue Rahul Kucheria , General Manager - Relationship Marketing, Jet Airways Al Toll, Executive Vice President, Amadeus Revenue Integrity Claes Lindholtz , Director Customer Program & Customer Analysis, Swedish Rail 15:30 Refreshment break 16:00 Product Workshop: Exploiting Web 2.0 for loyalty and beyond Sergio Mello , CEO, Satisfly Director Customer Services, Launch airline TBA 16:00 Product Workshop #2 16:00 Private meetings 19:00 Gala dinner

Day 3 - Wednesday 11 February 2009

8:45 Chairman's introduction Mark Pilling , Editor, Airline Business 9:00 Overcoming the legacy problems - a roadmap to success Simon Hickey , Executive General Manager, Qantas Group Loyalty Programs, Qantas 9:45 Turning one-way communication into bi-directional dialogue David Canty , Director Loyalty Marketing & Partnerships, JetBlue Airways 10:30 Refreshment break 11:00 Private meetings 12:30 Lunch

14:00 New opportunities through the proliferation of debit cards worldwide Catharina Eklöf , Co-Brand Business Development Airlines, MasterCard Europe 14:30 Can we influence customer behaviour? A best practice snapshot across different industries Moderator: Ravindra Bhagwanani , Managing Director, Global Flight Richard Albert, VP, Head of International Partnerships, American Express Robert Friedman , President AAdvantage Marketing Programs, American Airlines Gavin Hawthorn , Vice President Business and Relationship Marketing EMEA, InterContinental Hotels Group Walter Lukner , European Loyalty & CRM Strategy Manager, BP 15:30 Refreshment break 16:00 Panel discussion: Should FFPs become an optional item under an à la carte model? Moderator: Mark Pilling , Editor, Airline Business Katrin Flöther , Senior Manager Customer Loyalty, Germanwings Dan McKone , Vice President, L.E.K. Consulting Robert Sahadevan , Managing Director Mileage Plus, United Airlines TBC, Hilton Hotels Corporation 17:00 Close

The organisers reserve the right to change the programme, speakers or venue should circumstances require.