How will in-flight entertainment evolve as onboard connectivity, streaming and passenger expectations continue to change?

In this episode of the FTE Podcast, Max Gosney speaks with Esdra Lamy, Senior Vice President at Warner Bros. Discovery and APEX Board Director, about the future of premium entertainment in the cabin.

The discussion explores the role of curated content, free Wi-Fi, airline partnerships, seatback entertainment, passenger viewing habits and why the aircraft cabin remains one of the last truly focused media environments.

Esdra also shares his aspirations for future airline entertainment experiences, reflects on the remarkable success of Barbie as one of the most popular in-flight films, discusses the continued importance of seatback screens, and explains why collaboration between airlines and content providers will be essential for the next generation of passenger experiences.

Whether you work for an airline, airport, content provider or technology company, this episode offers valuable insight into the future of in-flight entertainment and passenger engagement.

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.