SunExpress, Berlin Brandenburg Airport, Arcube and Emu Analytics recognised in industry’s definitive innovation awards

The following article was published by Future Travel Experience

The APEX FTE EMEA and Ancillary & Retailing 2025 events concluded with the FTE EMEA Innovate Awards ceremony – the industry’s definitive innovation platform. The FTE EMEA Startup Innovation Award was also presented.

Our best-ever Future Travel Experience event in Europe – the co-located APEX FTE EMEA and Ancillary & Retailing (Dublin, 10-12 June 2025) – concluded with the FTE EMEA Innovate Awards. These landmark awards are truly unique and are the industry’s definitive innovation platform. For the third time, airlines and airports competed head-to-head with their peers, shining a light on their latest innovation efforts. There were three awards categories: Emirates, Qatar Airways, SAS, SunExpress and TUI were shortlisted for Most Innovative Airline Initiative; Aena, Aeroporti di Roma, Berlin Brandenburg Airport, Munich Airport and Royal Schiphol Group were shortlisted for Most Innovative Airport Initiative; and Arcube, Hands In and Nomtek were shortlisted for Best New CX Concept. Each of the shortlisted entrants pitched on-stage in Dublin in an effort to impress our judges – Kevin Kleist, Head of Emerging Trends, Southwest Airlines; Rahel de Vriend, Head of Innovation Research and Scouting, TNW Programs; and Javed Malik, Founder, Bytes not Bricks (former COO, AirAsia Group & BLR Airport) – and our audience, whose all-important votes decided who won. The ceremony also saw the presentation of the FTE EMEA Startup Innovation Award.

Most Innovative Airline Initiative – SunExpress

SunExpress received the Most Innovative Airline Initiative award, which was collected by Oğuzhan Doğan Albayrak, Performance Analysis Senior Specialist (IOCC), SunExpress; Şafak Şeber, Corporate Solutions Manager, SunExpress; and Abdi Mengü Sabah, Data Scientist, SunExpress. The airline was recognised for its pioneering use of machine learning to enhance flight planning accuracy, reduce fuel consumption, and lower carbon emissions. SunExpress has developed a dynamic model that predicts passenger baggage weight more precisely for each flight, addressing a key operational uncertainty that directly impacts fuel planning. Since going live in April 2024, the system has reduced the aircraft’s zero fuel weight error by 100-150kg per flight, contributing to annual savings of $1 million and an average CO₂ reduction of 6.2kg per flight. This shift from fixed assumptions to flight-specific, real-time estimates has also automated manual processes, increased confidence among operational teams, and reduced error margins – bringing the ZFW error down from 650kg to 479kg. SunExpress has not only delivered clear financial and sustainability results but has also laid the groundwork for scalable, data-driven operations aligned with its future growth. This initiative sets a compelling example of how artificial intelligence (AI) can be practically applied to drive smarter, greener aviation.

Most Innovative Airport Initiative – Berlin Brandenburg Airport

Berlin Brandenburg Airport (BER) – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – received the Most Innovative Airport Initiative award, following a compelling pitch by Christian Draeger, Senior Vice President, Passenger Experience, Berlin Brandenburg Airport. BER was recognised for its transformative artificial intelligence (AI)-powered customer service solution, which has redefined airport call centre operations through cutting-edge automation, accessibility, and scalability. Developed in collaboration with local startups KiNOVA and Parloa, the product replaces the traditional outsourced call centre with a multilingual, 24/7 AI solution that now serves passengers in German, English, Polish, and Spanish with native fluency. Launched in March 2025 after just three months of development, the new call centre has already handled over 10,000 calls and 12,000 minutes of interaction without system failures or wait times, achieving a customer satisfaction rate of over 80%. The platform is integrated with real-time flight data and intelligently routes enquiries – from security to media – ensuring passengers receive instant, accurate support while streamlining internal workflows. Operational costs have been reduced by more than 65%, while service availability has expanded from limited hours to round-the-clock assistance. The solution’s impact also extends beyond customer care: by analysing information gaps and caller feedback, it continuously evolves, improving service quality and coverage. As it expands into chatbot and internal support use cases, the service positions BER as a leader in scalable, AI-driven passenger service innovation – delivering measurable efficiency, satisfaction, and strategic foresight.

Best New CX Concept – Arcube

Arcube received the Best New CX Concept award for its game-changing Post-Flight Technology – the first solution designed to turn idle loyalty points into a powerful rebooking incentive. The award was collected by Prithveesh Reddy, Co-Founder & CEO, Arcube. Unlike traditional loyalty programs focused on the top 5% of flyers, Arcube addresses the vast majority of travellers who fly just a few times a year and often disengage after their journey ends. By converting unused miles into hyper-personalised ancillaries after the flight – such as fast-track security for those delayed at screening – Arcube ‘locks’ value into the passenger’s next booking, increasing return rates and average order value. In a 12-month pilot with Etihad Airways, the platform helped generate $1.6 million in new revenue and boosted order value by 10.4%, with nearly half the participants new to the airline’s loyalty program. With a growing pipeline of 16 airline partners and backing from major travel tech leaders, Arcube is redefining loyalty for a price-sensitive, experience-driven generation and solving one of the industry’s most overlooked gaps: the post-flight moment.

FTE EMEA Startup Innovation Award – Emu Analytics

Emu Analytics was voted winner of the FTE EMEA Startup Innovation Award, which was collected by Martine Skaret, Senior Marketing and Business Growth Manager, Emu Analytics. The APEX FTE EMEA and Ancillary & Retailing Startup Pitch Session provided a platform for high-potential startups to showcase their products and services that have been developed to enhance the customer experience, operational efficiency and commercial performance. Skaret delivered a successful pitch on how airlines like British Airways and Qantas, as well as airports like London Gatwick, are using Emu Analytics’ real-time digital twin to reduce delays and streamline airside operations. Last year saw International Airlines Group (IAG) win ‘Most Innovative Airline Initiative’ in the FTE EMEA Innovate Awards for implementing Emu Analytics’ software in British Airways’ operations centre and has since then reduced delays by 160,000 minutes. The pitch showcased how Emu Analytics’ digital twin could support your operations achieve the same.

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SunExpress, Berlin Brandenburg Airport, Arcube and Emu Analytics recognised in industry’s definitive innovation awards