Onboard Hospitality 83 August-September 2020 by BMI Publishing Ltd

[ LET’S MEET…VIRTUALLY ] Explore the new normal with these new virtual events, reinventing ways to keep our industry talking despite the impact of COVID-19 on our usual trade events

AUGUST 19 & 26

DECEMBER 8-9

FEBRUARY

Join us for two inflight focused webinars hosted by Onboard Hospitality's editor Julie Baxter and Taste of Travel moderator, Jo Austin. The webinars are being held in association with WTCE organisers Reed Exhibitions as an extension to the Virtual Passenger Experience Conference webinar series running online through September. The sessions will focus on the future on inflight catering - from boxed meal solutions to retail tech developments - and explore the challenges and opportunities of the new normal, hygiene/ wellness imperative.

We’re partnering with the FTE APEX Virtual Expo – the first of its kind virtual trade show for the aviation sector, featuring: • A virtual exhibition including a dedicated ‘Inflight’ Hall, supported by Onboard Hospitality, as well as an ‘Airports Hall’ and ‘Startup Zone’ • Free-to-attend & expected to attract 8,000+ online attendees • Interactive online exhibition with live product demos • Virtual conference sessions with regionally tailored content • Extensive networking via messaging and video calls • Online access to virtual booths and pitches for 30 days

FTE APEX Asia Expo, incorporating our Onboard Hospitality Forum-Asia zone has been postponed from November to February 3-4, 2021. Now renamed FTE APEX Asia Expo+ this will become an exciting hybrid event, featuring: • In-person participation at the Marina Bay Sands exhibition centre Singapore with allied conference sessions • Select conference sessions streamed online in real time • Networking lounge with digital messaging and video calls • Online access to conference sessions, virtual booths and pitches for 30 days.

JOIN US AND HELP DRIVE THE CONVERSATION TO RECOVERY There are numerous opportunities to be a part of these events. Contact: sue.williams@onboardhospitality.com; craig.mcquinn@onboardhospitality.com

JULY/AUGUST 2020 ISSUe 83

Brave new world Forging a better future inflight

CATERING POST-COVID THE HYGIENE IMPERATIVE Rail RESTaRTS OuR 2020 AwARD wINNERS

COVID-19 special

August/September / 03

Inside this issue... Features

14 Boxing clever: The

future of inflight catering

30 The new normal:

Hygiene moves up the

airline agenda

42 Light at the end of the tunnel: Rail update

Quick reads

23 Focus on: Foodcase

24 In debate: Is F&B

technology the solution?

27 Opinion: Lance Hayward

calls for collaboration

29 In conversation: Ariane

van Mancius, NowNewNext

41 Take your pick: Airline

hygiene in action

53 Events: Save the date for

these key virtual events

Industry update

53 30

07 New products & services

45 2020 Award winners 49 Cabin Concept winners WestJet 51 Lifetime Achievement Helga & Rudi Friedrichs 52 Our mentoring winners Skypro & for aisha onboardhospitality.com/awards

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welcome / 05

EditorIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com journalistS Jessica Pook & April Waterston

Reinvention rules...

Contributors Roger Williams Contributing Editors Laura Gelder & Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com)

The initial shocks of shutdown are subsiding but as airlines and suppliers alike shake themselves down and start to rebuild, the challenges of COVID-19 are still pressing and conversations all around the world are focused on a new era. Market predictions can feel gloomy but the story of reinvention is always exciting too. It speaks to innovation and vision, to imagining the unimagined and crafting a better future. Seismic shocks bring to the surface individuals full of drive and spirit, teams full of creativity and passion, businesses full of determination, and bit by bit a positive pathway begins to appear. The job losses and financial catastrophies are hard to bear but the industry we love is famously resilient and in periods of severe turbulence, it buckles up and drives forward. We're proud to share in that journey and this issue is focused on the positive post-pandemic rethinking already underway. Products and processes are changing and, for now, the virtual world is where we meet and share them. So enjoy this emag, keep current with our weekly digital newsletter and join us for webinars, virtual tradeshows and online conferences planned for the coming months. We're in it together. Stay well.

editorial Director Steve Hartridge

Publisher Sue Williams sue.williams@onboardhospitality.com associate publisher Craig McQuinn craig mcquinn@onboardhospitality.com

DESIGN & PRODUCTION SENIOR Designer Louisa Horton Designers Zoe Tarrant & Caitlan Francis

hey say necessity is the mother of invention and if there was ever a time for reinvention, that time is now.

Julie Baxter Editor Onboard Hospitality

Production & STUDIO Manager Clare Hunter Production administrator Steve Hunter

BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady Subscriptions Kay Fisher subscriptions@bmipublishing.co.uk (Print) ISSN 2046-2042. ©BMI PuBLISHING LTD 2020. onboard hospitality is published by BMI PUBLISHING Ltd: Suffolk House, George Street, Croydon, Surrey, CR9 1SR, UK. T: 020 8649 7233 E: enquiries@bmipublishing.co.uk bmipublishing.co.uk While every effortis made to ensure accuracy, BMI PUBLISHING LTD cannot be held responsible for any errors or omissions. COVER image: ISTOCKPHOTO.COM

Keeping the conversation going...

Regularly read in over 70 countries worldwide and mailed to our 15,000+ international database. Read this magazine in digital form, share it virtually or subscribe. If you are looking for a supplier or caterer, check out onboardhospitality.com/finder

Get yourself connected online  @OBHMagazine  Onboard Hospitality at linkedin.com onboardhospitality.com

All of a Twitter

Celebrating excellence in AIr, Rail & cruise onboardhospitality.com/awards

We aim to help you connect in the virtual world too. Follow us on Twitter (and Linkedin) and Use #onboard #OBHawards to follow the conversation. @OBHMagazine

congratulations

Check out the 2020 Onboard Hospitality Awards winners in this issue. We're recognising excellence. 2021 entries open September 1, 2020 Contact: Sue Williams

stay current

For the latest onboard news and regular video interviews don't miss Onboard Hospitality Weekly, our enewsletter, into your inbox every Wednesday. Contact: Julie Baxter

onboardhospitality.com

Get Virtual

We're partnering with FTE-APEX to support the Inflight Hall of the first virtual tradeshow and conference for the air transport industry, December 8-9. Contact: Craig McQuinn

Taste of Travel

Onboard Hospitality is collaborating with Reed Exhibitions to bring you two topical inflight webinars on catering and wellbeing Aug 19 & 26 Contact: Jo Austin

industry update / 07 Top stories from across the industry

industry

update

Top stories from across the industry

Burrana on the RISE IFE and cabin technology specialist Burrana, has launched a new IFE platform, RISE, created to solve airlines' inflight entertainment challenges and support easier updating through flexible, airlinecontrolled adaptability. David Pook, vp marketing and sales support at Burrana said: “The RISE platform consists of hardware, software, apps and services which can be scaled depending on aircraft type and business need. Enabled by shared hardware and a common 48VDC power backbone, the RISE platform can be configured to include seatback, wireless, or overhead entertainment, as well as in-seat power – or any combination of these.” All the displays within the RISE platform are 4K Ultra High Definition (UHD) resolution and feature High Dynamic Range (HDR), large amounts of local storage, and robust processing power, packaged in a thin and modern design. Each seatback display also

supports integrated single-pin audio, Bluetooth, Near Field Communication (NFC), and the airline’s choice between USB-C or the industry’s highest power USB-A offering. RISE also leverages crowd-sourced data and intelligent algorithms to deliver a dynamic entertainment experience that adapts to the passenger as they use it. Targetted adverts, a recommendation engine, and comprehensive accessibility settings give passengers an intuitive, more personalised IFE. burrana.aero/RISE

Bluebox retail support Retail inMotion has partnered with IFE specialist Bluebox Aviation Systems to offer an enhanced touchfree retail opportunity suited to the post-COVID-19 world. David Brown, director of business development at Bluebox, said: “Airlines wish to get back to delivering inflight experiences that delight passengers without compromising the safety protocols. This partnership offers a touch-less shopping experience for food, beverages and other goods on our battery or aircraft-powered wireless IFE platform, Bluebox Wow. Virtualising the trolley and facilitating touch-less onboardhospitality.com

payments, we’re enabling passengers and crew to maintain as much social distance as possible, while keeping open an important revenue stream for the airline." retailinmotion.com

14 / future of inflight catering

Boxing clever

Post COVID-19, airlines are working to rebuild service delivery with innovative packaged meals and investment in technology which could transform the food and beverage offer, says Julie Baxter

onboardhospitality.com

OVID-19 hit inflight caterers and suppliers like a fast car driving into a brick wall. From record levels of culinary innovation and a strong focus on differentiation through F&B, they faced - in an instance - zero incomes and only 3-5% of airline flights even operating. There was no obvious roadmap out of the catastrophe either, just a lot of mixed messaging from global governments, depressing predictions The and very negative expert analytics. It was quickly World clear that the road to recovery would be a long Health haul, and catering would not be the first thing in Organisation aviation to bounce back. agreed there was no IATA guidance early on in the crisis to remove evidence of the virus being all F&B service inflight was worrying, as was the transmitted via food or food hygiene decision to make face masks mandatory packaging but the method of service how could anyone ever eat onboard again if they delivery became the ongoing were wearing a face mask for issue, and spurred many the whole journey? But few creative suppliers into action. airlines – or passengers – were The sector emerged from likely to accept the deprivation Food is not responsible a period of shock. It had of no F&B for long, and once for the spread of the furloughed staff, motheating and drinking became virus but we have to balled kitchens, off-loaded the ONLY legitimate reason rebuild confidence in it piles of unrequired meals face masks could be removed and snacks to charities, the inflight, some carriers actually disadvantaged and healthcare workers, and began noted an increase in F&B retail demand! launching strategies and concepts, with airlines, for the ‘new normal’. Stringent safety By early June the Airline Catering Association (ACA), had agreed new protocols for safety and Public anxieties hygiene inflight. The guidelines applied stringent Research published by The Airline Passenger safety precautions at across the catering supply chain and were pulled together with the support of gategroup, LSG Group, dnata, Newrest and Do & Co to help members navigate the COVID-19 pandemic, covering people, premises, policies, processes, procedures and procurement. Fabio Gamba, ACA md, said: “Food is not connected to virus spread and strict food safety measures refined through decades of air travel remain in place to make sure that all food leaving our kitchens is safe. We are confident in our product but understand we have to rebuild confidence more widely.” IFSA too launched guidance to airline and caterer members, primarily focused on U.S operations but evolving for global application too. onboardhospitality.com

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Future of inflight catering / 17 Experience Association (APEX) and the International Flight Services Association (IFSA), found that food safety had become one of the key issues for passengers since the pandemic. The research was conducted by social listening specialist, Fethr, where head of insight, David Griffiths, reported: “Among the millions of conversations about travel, we saw a huge spike in conversations around F&B when the outbreak began. There was a lot of negative sentiment around the open tray-set when travelling and positive sentiment around wellness and medicinal foods with healthy credentials. These are products it seems passengers would be willing to pay for, products they have confidence in. I think F&B onboard will increasingly be paid for, and also prenice to see that those leaders that believe in the ordered. Right now safety trumps sustainability but new positioning of their airline, are really investing in many cases the changes required for F&B may in in the digital area. Those pursuing digital are the fact be able to support both priorities.” ones that are going to survive. And that most specifically means leveraging “Our part of the industry has never really had the onboard use of technology. Fethr’s sister any forecasting systems, we company Black Swan Data work on estimates based has been working on this with on past consumption, that's gategroup with its ePax retail Right now safety trumps not good enough or precise solution, and for LSG Group, enough any more, not if Retail inMotion reports a huge sustainability but in surge in demand post-COVID many cases the changes you want to go after other and has tied up with Bluebox required for F&B may in objectives like saving costs and being more sustainable Aviation Systems to offer an fact be able to support in terms of waste. There is a enhanced touch-free retail both priorities journey of transformation to solution. Dnata Catering too be made for those who want reports half a dozen airlines to play a role in the future, you're going immediately raising conversations around to have to act very fast and very precisely onboard retail programmes to convert your business from the status for the new normal. quo to a more advanced digital company. Erdmann Rauer, It requires a lot of speed and investment. ceo at LSG Group Outsiders will enter the sector with a said: “Airlines have to digital background but no food, service or control costs, and fulfil aviation understanding. They may look new regulations, and attractive but in this sector you they have to fulfil that need real knowledge and sustainability priority experience of the too, that hasn’t industry, and it gone away. is caterers that The pandemic qualify best in has brought us that regard. to a turning point Thankfully in where airlines have our portfolio we to rethink and use the have Retail inMotion crisis to reposition, and which has a track record suppliers have to do that too. with inflight F&B technology Airlines are cutting costs but it's onboardhospitality.com

From the top: Etihad crew ready for service in the new normal; Monty's Bakehouse boxed meal solution

18 / future of inflight catering

experiences to create for passengers. We may and best practice case studies to draw on. struggle in premium cabins (Business), where Over the past five plus years we’ve gained a lot of numbers and opportunities may be down, but ultra experience of this, for pre-order, pre-select and premium (First) may hold up, and the back cabin Order2seat systems, and now have a very mature will be especially interesting. and reliable service. Airlines In the last 10 years we are certainly convinced by have seen a good deal of the tech solutions, and now investment in that cabin, momentum, driven by the The COVID crisis is airlines trying to differentiate COVID situation, is building. accelerating a through food service, and The crisis is accelerating a technology trend that while that may be harder at trend that was already in place was already in place a time of smaller markets, in the market.” brave airlines will stick with Black Swan Data ceo, that important goal. Steve King, working with gateretail, said: “ePax’s “I do believe there is a wonderful opportunity innovations, including data-driven mobile product to robustly look at the onboard product and do stores, digital payment options, and intelligent something different, flip things completely in some recommendations, help airlines deliver safer onboard retail models, while enhancing choice and ancillary revenues. It's a new era of inflight retail, one more attuned to the experience at home.”

Rebuilding & reinventing

Technology also enables an improvement in the service an airline can offer because it supports loading efficiency. Traditionally airlines have offered 40-50 F&B items and 100-150 of duty free, but with pre-order they can offer many more choices, both for delivery inflight or through a home delivery service. Robin Padgett, senior vp dnata Catering, sees reasons for some optimism. He said: “There will clearly be less people to serve, but it will be an active market with interesting opportunities and onboardhospitality.com

Future of inflight catering / 19

long-haul, Business and First passengers. Created cases, perhaps from complimentary to retail, by Do & Co, at the premium end the boxes include and find new ways of presenting product, new a salad, hot entrée or sandwich, served with a customer experiences. Retail can be a complex, selection of alcoholic and non-alcoholic beverages. scientific model but even before the pandemic, On short-haul routes, passengers receive a boxed personalisation was a buzz word, and getting the salad or sandwich with a selection of beverages. right product to the right customer is the nirvana Virgin Atlantic added a Health Pack and Food Box for our industry. With retail you are collecting designed to ensure passenger data as you go, so it is an confidence. And Delta began incredibly powerful way to bagging its snacks with a personalise things and get bundle of goodies packed the customer something that Retail is an incredibly together for a one-drop they really want. Technology powerful way to delivery. These personal snack is the backbone, but it is also personalise things bags on domestic flights, about how you configure decreased touch-points that technology with a warm, onboard and doubled as an individual human component. Tech on its own isn’t enough rubbish bag. “We want our customers but it is an important part of the solution.” and crew members to know we will With regards building consumer confidence he always have their backs,” said Mike added: “As an industry we have been serving 30bn Crowley, Delta’s vp onboard service meals a year until this pandemic and I believe operations. “As this pandemic evolves, airline catering safety is second to none but we we continue to innovate our service understand we have a task now to reassure people and respond to crew and customer on this.” feedback, while maintaining the hospitality Delta is known for.” Touching less United began serving only Initially this reassurance focused around removing crew touchpoints and delivery interactions as much sealed beverages and an 'all-inone' snack bag with a wrapped as possible, and presenting wrapped and boxed sanitiser wipe, 8.5-ounce bottled solutions as the new normal. water and two snacks for mid British Airways started serving boxed meals in length routes. Any meals and all classes from the middle of June, designed to snacks were served packaged and minimise interactions between customers and wrapped in all classes. crew and including pre-prepared meal boxes for onboardhospitality.com

Above from left: Tailored trays and boxes from Novel Foods; Foodcase's new Butler Concept Facing page from left: Boxed special meals by Libero; vegan snacks from Snackbox-To-Go

20 / future of inflight catering

Suppliers step up

To support this trend suppliers stepped up. Monty’s Bakehouse launched a new ‘Snack in a Pack’ range of products and packaging concepts focused on minimising interaction between the crew and passengers. Passengers offered this option could potentially collect their own F&B at the departure gate, on their seat or from the crew in a single movement. The solution has a handle for practicality, a window panel and a secured tear strip which guarantees safety, reassurance and hygiene for passengers. Another concept includes the halfsized tray box served by crew, sealed in a tamperproof box with the option to slide a Monty’s Bakehouse hot component through the side of the tray before handing to passengers.

Light touch

by the pandemic so we’ve En Route International developed products that launched 'Light-touch', a range of snacking and meal Consumer confidence is provide reassurance about the food, where it has come solutions to support transition going to be a major from and how it has been back to normal schedules. The contributor to how handled. Our own research range runs from an entry-level quickly our sector showed passengers may be option of a snack, water and recovers wary of ‘open’ style food and hand sanitisers; to boxes with will be looking for product substantial meal varieties. integrity, through packaging. The flexible choice of products are produced and Marc Warde at Libero/Niche Free-from Kitchen packed in BRC and FDA grade facilities to ensure specialises in inflight special meals but reported supply chain integrity and safety and include a new this element of passenger service was largely range of IFW bakery items and packed fresh-cut abandoned during the pandemic because many premium cheeses.    catering kitchens supplying free-from meals were Hamish Cook, executive director at En Route, simply closed down. He said: “Many airlines just did said: “We know that consumer not offer special meals for start-up. We have put confidence is going to be a major together solutions more recently for some which in contributor to how quickly our sector the most part are formed of one box, delivered to recovers from the challenges caused the passenger. They are simple options including an ambient type snack one end - hummus, bread, crackers, and a traybake/biscuit sweet item – and the hot meal in the other. "Boxed offerings have become the obvious option for initial service, to minimise crew contact. It is perfectly possible to have a limited range of special meals that suit a wide range of special meal categories and in times of heightened awareness of health issues it is just not acceptable to leave diabetics, for example, to go hungry. Those on special diets still need to eat.” Novel Foods also turned its focus onto snack boxes. The solutions range from exotic spreads to free-from foods, serviettes and hand sanitisers. onboardhospitality.com

Future of inflight catering / 21

Airlines are in full control of the box design and Fresh to frozen content, from a simple two-component dip and Snackbox To-Go has also launched a new product cracker to a fully-inclusive, multi-component range featuring fresh to frozen sandwiches, meal-pack. The tailored package and boxes ambient breakfasts (including granola and yoghurt, are individually packed and flow-wrapped for cornflakes and milk), plus a range of ambient additional protection and reassurance. boxes that can be tailor-made to suit the need. Specialist in ambient food solutions, Foodcase It has used the COVID down time to relaunch its (like most inflight caterers) saw a 95% drop in its online activities and build its European logistics business at the start of the pandemic and adapted network, to ensure reliable deliveries worldwide. fast of offer post-COVID solutions. It created a Temperature sensitive containers are now issued boxed breakfast service for hotels and developed a with temperature usb sticks providing clear insight No Touch Door Opener. It launched a new concept into the frozen or chilled chain environments. to reinvent back-catering with the new Foodcase The Frankenberg team has looked into boxed Butler concept (see page 23). Evertaste's range solutions, but questions the long-term value of themed boxed offerings: of these especially those Mediterranenan, Movie, featuring chilled food, Ploughmans, Afternoon Tea designed to be eaten cold, and Irish are also positioned to which can be particularly Boxed offerings have meet the need. vulnerable. Joint md Laura become the obvious WK Thomas added a Schlaadt said: "The hot option for initial service, new single-serve box meal airline meal is probably the to minimise crew contact least risky of all the potential holding a film-sealed hot entrée, cutlery, drink and products onboard, safely dessert, and offers a range of sealed disposable prepared, frozen at it’s optimum freshness and cutlery and condiment packs, plus inflight health cleanliness, and also reheated – killing any potential kits comprising sanitisers and wipes, and inflight bacteria and viruses – just before delivery. The clean-up kits. Head of travel David Simpson said: passenger removes a sealed lid making them the "Hygiene and sustainability are not mutually first in contact with the food they consume. We exclusive. We can still maintain commitments to believe that, in time, the environmental and actual sustainable goals while ensuring the passenger financial cost of an all-disposable delivery system environment is as safe as possible. Feedback from will be replaced by a return to reusables and crew and customers as we trial alternatives to rotables, as passenger volumes return." single-use plastic onboard has been good." No doubt that is the hope of many others too. • onboardhospitality.com

Above from left: Boxed and ready to serve from Evertaste; BA's boxed offer by Do & Co Facing page from top: Light-touch boxes from En Route; Delta's bag of passenger goodies

Foodcase International presents

The Butler Concept Create a completely sealed boxed concept designed for inflight catering

Reimagine inflight catering with The Butler Box! Replace traditional tray setups with our ingeniously crafted, sustainable, tray box and cartons optimized to fit airline meal trolleys. A comprehensive solution from delivery to disposal. • A complete 3-course meal solution – sectioned for hot and cold foods • Reduced crew movements to improve handling efficiency • Optimized delivery systems to improve onboard space efficiency by almost 15% per cart • Suitable for frozen, chilled and ambient conditions

• • • •

ustainability high on the agenda S Possibility to facilitate return catering Extensive branding opportunities Flexible, economical and effective

Wide variety of appetizers, condiments, meals, beverages and desserts available. Mix and match to create your unique F&B offering.

Foodcase International B.V. info@foodcase.nl

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www.foodcase.nl

6708WH Wageningen

+31 317 450 604

The Netherlands

focus on / 23

Butlers for service Foodcase has developed a way to ease back-catering with ambient options designed for minimal touchpoints and maximum consumer confidence, reports Julie Baxter

pecialist in ambient food solutions, Foodcase (like most inflight caterers) saw a 95% drop in its business at the start of the pandemic and adapted fast to offer post-COVID solutions. Wilbert de Louw, chief executive officer, says: “We were determined to face the challenges of the pandemic in a positive way and worked on new ideas to ensure we would come out of this crisis stronger than ever.” The company’s ambient specialism was helpful. He explains: “Ambient food products have been very useful for restarting inflight service and we are handling a lot of requests for ambient save costs. Thankfully we have heavily meals and return catering boxed invested in these concepts over the last solutions, as well as for our new hygiene three years.” kits. We also developed a pre-packed Key to new developments from and sealed full service breakfast solution Foodcase is the Butler for hotels and a No Box concept which Touch Door Opener provides smart preto help with touchless delivery.” We believe we have packed and sealed He believes the created the perfect solutions in a practical, minimal-touch way. airline industry has post-pandemic It was developed already dramatically solution to meet the need changed, with the for secured return focus very much on catering, allowing airlines to serve food food safety. He says: “There are a lot of without being dependent on caterers myths circulating around food safety or suppliers outside their main hubs. but consumer perception counts for “We had already recognised a a lot and we believe airlines will react need for smarter and easy-to-handle to this by offering sealed food for a solutions even before COVID-19. We considerable period. Boxed solutions knew sustainability and waste reduction will become even more important in were a high priority for airlines so we the long term as consumers prioritise worked to jump into this gap, offering a food safety. They are seen as very safe, full ambient tray set-up. Learning from and also minimise waste streams and

onboardhospitality.com

the past and adapting to what is truly needed we believe we have created the perfect post-pandemic solution. “Our No Touch Door Key is a good example too of an innovation which would have never been thought of if there was not a pandemic. Now we are working on another solution which will have huge impact on the perception of safety onboard - it is in the development stage, watch this space!” •

24 / in debate

Can tech save the day? The race is on for touch-less inflight service for F&B. Julie Baxter asks Stefan Patermann, ceo Retail inMotion, is technology the saviour for onboard catering now? COVID-19 concerns have forced airlines and caterers to rethink food & beverage. COULD technology help overcome service delivery fears and rebuild inflight REvenues? Airlines want to deliver a service but right now passengers do not want to talk and interact with the crew. Pre-order/preselect technology allows passengers to choose and, if relevant, pay for F&B before boarding, and the only moment of interaction is at delivery. The industry has been talking about the benefits of this for while but now a digital facility can really solve a huge problem for airlines post-COVID-19.

why has this solution become so relevant now? The COVID-19 crisis has seen inflight magazines and menus removed for SP hygiene reasons, and technology is the obvious way to showcase what is on offer and build revenues. Many airlines liked the idea of all

this before COVID-19 but now they love it. For some the driver is ancilliary revenue but for others it is the desire to find a COVID-safe solution to the service they offer, and a determination to bring service back onboard in a normal but safe way. ARE AIRLINES ACTIVELY PURSUING THESE OPTIONS AT THE CURRENT TIME? Yes. We were already working with 40 plus airlines at various levels of SP complexity from running EPOS systems based around smart phone technology for quick sales onboard, to much more comprehensive tech solutions supporting better interactions, crew managed services and efficiency in operations. Now around 70% of our airline clients are looking to extend their F&B/retail technology systems. They are looking at integrating pre-order or pre-selection (for complimentary service) into their booking process, developing inflight sales through IFE and

onboardhospitality.com

in debate / 25

implementing contactless payment systems. Solutions can be embedded within the booking and check-in processes, and/or delivered through a standalone e-commerce platform that’s fully branded. Passengers pay by credit card or our payment gateway, vPay, which then passes the transactions directly to the payment acquirer. HOW DO THE tech SYSTEMS IMPACT SERVICE DELIVERY for f&B? Ryanair and Alaska Airlines are among those using the pre-ordering system SP successfully and Ryanair, Eurowings and Aer Lingus have also gone contactless for inflight retail. This is likely to be a continuing trend. All orders are sent electronically to the logistics operation of the airline, packed, labelled and loaded as needed for the flight. Crew can view the pre-orders or any inflight F&B Order2Seat transactions on their own devices and simply retrieve and deliver to the passenger. do passengers like these systems? The consumer has become so much more tech savvy during the crisis. They SP are also much more engaged with e-commerce opportunities and this is something airlines can build on. Onboard wifi and IFE integration open opportunities for them to browse, select and pay from their own devices with minimal cabin crew interaction. They like it.

Retail inMotion this year won three Onboard Hospitality Awards for their inflight service provision

But don't tech solutions take a long time to implement onboard? Actually these solutions can be rolled out across an airline in as little as eight SP weeks. Bespoke elements and branding may take longer, but pragmatic airlines are much more focused on a fast turn-around now. Is the cost really viable right now? APEX research showed digital transformation is something airlines are SP still investing in but we also offer commercial deals that share the risk and require no up-front investment. We work as a partner and share the revenue over the longer term if airlines prefer. No one right now has a lot of money to spend but they are willing to invest in things that support social distancing issues and create the new normal. F&B technology does just that. •

onboardhospitality.com

CONSCIOUSLY DESIGNED TO CARE AND PROTECT The Clean Kit range by FORMIA not only offers peace of mind, but also practical solutions that put the needs of travellers first. Find out more at info@formia.com.

opinion / 27

collaborate now

damage limitation Lance Hayward heads a consultancy of 17 inflight experts who have called on the industry to step up collaboration to shape the new normal, before it's too late…

The post pandemic impact of COVID-19 on aviation and its support industries is proving to be far more damaging than any major crises faced in the past, as the economic urgency to return to 'normal' is balanced against the risk of second waves.

Silo sabotage

Sadly a silo approach has been adopted by governments across the world who have issued guidelines based on their independent risk assessment and interpretation of the situation. Airline and airport translations of the health and safety guidelines issued by their respective safety executives has The aviation also been variable, industry as a whole with a wide range of needs stringent, PPE standards, aircraft Our common purpose coordinated bioseat configurations must be for the industry security measures and processes being to recover in a safe and and then to communicated. sustainable manner as communicate Every point of contact soon as possible them effectively. throughout the supply The need for chain is being collaborative, proactive intervention and re-evaluated and re-engineered strong leadership is clear. If we allow due to the new safety this pandemic to run its course, and we guidelines and the anticipated continue to react in a piecemeal fashion to significant volume its challenges, it will be many years before reduction in the recovery is seen and the devastating list of short to medium business casualties will continue to grow. term outlook. Our common purpose and immediate Unfortunately, focus must be for the industry to recover in all this activity a safe and sustainable manner as soon as is adding to possible, and to establish just what the new the confusion rules of engagement will be when it does. of passengers Those in my team are committed to who are already supporting those shaping the new normal faced with multiple and determined to do all we can to help get concerns to overcome the industry we love back on its feet. before feeling confident to travel again. thehaywardpartnership.com •

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IN CONVERSATION / 29

use this crisis to reinvent a better future for us all Packaging specialist, Ariane van Mancius of NOW NEW NEXT insists good can come from the current traumas and upheaval of COVID-19

OVID-19 has brought with it a hard lesson. We have to change. We are taking too much from our planet, abusing our environment, and that is exactly when viruses thrive. It is a very hard reality check but this kind of crisis is often needed to make change happen and we have to use it to rethink how we live, work and run our businesses. Airline catering operations are all but ceased and that’s a great time to rebuild the entire supply change system in a more sustainable way. We need new business models and for that we need vision and leadership. We need to consume less and push on to a circular system fast. Airlines can pick up on retail trends and push towards pre-order and pre-loading, it's a way to adjust your stock and supply chain better, as well as giving your passengers the choice they want. Give

them exactly what they ask for and the product won’t become catering waste. If more catering becomes paid catering that will also help reduce waste. We have to look at how we can do things completely differently. I have done a lot of scenario planning and trend forecasting, and have been assessing the impact of self-distancing, online shopping, local initiatives, prepacked foods and PPE litter. We can all see we are in uncertain times. Everything feels very fluid, we don’t know where we are going, but that is ok, we are creative creatures so let’s keep fluid and act fast to make the changes that are needed. Until COVID-19, customer experience

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was all about meaningful contact moments with passengers but now people want the exact opposite. Hygiene and disposable items it seems go hand in hand and plastic wrapping is making a come back. Currently it seems nearly all sustainable initiatives are on hold and that sustainability is not a priority but as we rebuild our post-COVID-19 services we will need to re-think service onboard with this topic in mind because it is still essential. Airlines have agreed that getting rid of 6.1 billion tonnes of cabin waste is an imperative and were working towards the July 3, 2021 deadline for the Single Use Plastics Law. Now we see that when nothing flies, there is no cabin waste at all. As we restart from zero let’s be thoughtful about how we return to the new normal and make it better.•

30 / travel HYGIENE

The new normal Hygiene has moved to the top of the agenda for travellers. Jo Austin discovers how airlines and suppliers are cleaning up their act

he COVID-19 pandemic has had a profound effect on global aviation, rail and cruise sectors, and all are working to discover a ‘new normal’ post-pandemic. The strongest focus for both operators and suppliers has been on passenger hygiene and safety from disease risk. These priorities are now at the heart of every element of the passenger journey. The global advice on social distancing has been the biggest practical challenge, and while leaving one seat or even a row empty between

passengers may be possible in times of low demand, it is clearly not financially sustainable in the longer run when, according to IATA, load factors need to average 77 per cent for airlines to break even. Aircraft interiors specialists have scrambled to find new seating configurations and barrier shields that might help, but ultimately the likes of IATA, APEX and EASA (European Union Aviation Safety Agency) seemed to agree it was guidelines around the mandatory use of facemasks for passengers and crew which were

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travel HYGIENE / 31

the most realistic and helpful. Many international and airport bodies have also been working on new health protocols and certifications which could help ensure sick people don’t get onboard, but APEX’s own research has shown that key to passenger confidence is clear communication and visible evidence of hygiene measures, and the commitments airlines make on this. Airlines were keen to be ready for travel bans to lift and services to resume, and made speedy investment in new ways of working. New hygiene measures and crew protocols have become the

norm and wellbeing/safe travel programmes have been launched and widely circulate to spur confidence building. Comprehensive video footage was created to show the deep cleaning of aircraft in minute detail, although there has in fact been no conclusive evidence to date that anyone has ever actually contracted COVID19 during a flight. HEPA filters which filter air circulated vertically rather than horizontally help suppress potential spread and have been shown to be over 99.7% effective according to most studies around virus transmission.

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Inset from left: The 'new normal' masked and socially-distanced passenger journey has begun to take shape

32 / HYGIENE

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travel HYGIENE / 33

But perceptions matter, so complimentary hygiene kits including face masks, gloves, antibacterial wipes and hand sanitiser have become the order of the day, and full Personal Protection Equipment (PPE) has become standard for cabin crew. Adel Al Redha, Emirates’ ceo, said: “The risk of catching an infection on an aircraft is already very low, but we have spared no effort in reviewing and redesigning every step, from check-in to disembarkation”. While in the U.S., United ceo, Scott Kirby added: “Safety has always been our top priority, and right now it’s our singular customer focus. We recognise that COVID-19 has brought cleanliness and hygiene standards to the front of customers’ increased hygiene regimes, Akira Mitsumasu, minds when making travel decisions, and we’re vp global marketing at Japan Airlines, said: not leaving a single stone unturned in our “Turnaround time is the major challenge as it pursuit to better protect our customers and is extremely difficult to change departure and our employees.” landing slots at airports so Calin Rovinescu, president we have to ensure a plane is and ceo at Air Canada totally clean in a restricted added: “We intend to continue enhancing with We are determined that timespan. We can control what is done at our own best practices from around aviation will not be a hub airports but it is not the world, including significant source of so easy to control overseas increased use of screening re-infection ground cleaning companies. tools, such as blood oxygen Inflight cleanliness can be a level testing, as they become combination of what airlines do themselves and available.” what they can ask passengers to do.” In Asia, where face masks were already widely The hygiene challenge also revealed the need used, experience from past pandemics ensured for airlines and airports to collaborate more than fast action and greater confidence, and flights ever across the passenger journey. Airports have began to restart here soonest. Regarding stepped up their hygiene initiatives with many in Europe signing the COVID-19 Aviation Health Safety Protocol published by EASA. The Safely Restarting Aviation – ACI and IATA Joint Approach paper – also combined airline and airport input to build a roadmap for resuming operations, and built on the work of the COVID-19 Aviation Recovery Task Force, led by the Council of the International Civil Aviation Organization (ICAO), which tried to bring government bodies and industry together. IATA’s director general and ceo, Alexandre de Juniac, said: “We are determined that aviation will not be a significant source of re-infection. We are working continuously with governments to ensure that any measures put in place are done so consistently and with scientific onboardhospitality.com

Below: Freshorize Safe Travels kits help clean up the journey Above: Albéa's flexible Stay Safe Kit

34 / travel HYGIENE

Above from left: Emirates added hygiene safety all along its passenger experience; Kaelis launched its SP.3 branded kits Below: The Protect Aid Amenity Kit was designed for travel retail

changes already being planned. backing. That is the key to restoring public With this in mind, Yates+ has partnered with confidence so the benefits of safely re-starting Neoma, the AI hospitality systems specialist, to aviation can be realised.” launch trials of an AI-driven app designed to Istanbul Airport was among the first to use present the 'next normal' thermal screening of airport experience. A fully passengers and employ contactless experience, the a dedicated hygiene SafeGo app, is being trialled team to ensure that The shutdown offered in a Middle Eastern airport passengers follow strict some time to and uses high intensity social distancing measures. implement tech changes camera facial bio-screening The team wear screening many have been at every point of contact. The helmets with thermo-scan proposing for years app means no paper ticket, sensors to scan passengers no baggage tags, no human as they enter the airport contact required at any point from airport curb or wait in line. Only people with a valid ticket to aircraft door. are allowed to enter the airport, all passengers Yates+ ceo Keith Yates said: “We recognise are required to wear face masks, and hand a seismic shift in customer sentiment. Safety sanitiser is provided at more than of self and family is now the dominant theme. 500 locations. Numbers allowed Safety translates to a desire for no face to face into toilets are restricted to avoid human contact on the airport journey. So we set crowding and ultra-violet based about digitalising the airport experience, building tunnels now disinfect airport in the most advanced AI technology plus an app security trays and baggage. managing the journey coupled with the latest Touchless technology is seen camera bio-match technology to secure the as critical and the hygienic customer at each connecting point.” requirements of the pandemic Solutions are also being identified and may in fact help to accelerate the championed through the post-COVID-19 roll out of touchless innovations Passenger Experience Think Tank made up that already exist and could of airlines, airports, the Airline Passenger in many ways enhance the Experience Association (APEX) and members of passenger journey, making transit the FTE Innovation & Startup Hub. through the airport smoother. APEX ceo, Joe Leader, said: “As we rapidly move The shutdown has offered some forward to the new ‘norm’ airlines are finding time in which to implement tech onboardhospitality.com

travel HYGIENE / 35

does not think it needs to protect its crew and passengers. I think these items will ultimately be in addition to, not instead of, established kits. Ours is a very resilient industry and although Suppliers pivot this is probably our toughest crisis yet, we will Within the supplier sector, creative teams recover and get stronger”. quickly began to pivot their activities to focus on Gategroup’s deSter was already selling more amenities for the ‘new normal’. than 200 million PPE type items a year even Madrid-based Kaelis reacted instinctively before COVID-19 in its professionals range for to source face masks and PPE as Spain was employees, including protective gowns, shoe drawn into the worst of the European outbreak. covers, hairnets, visors and face shields. The Federico Heitz, ceo, said: “In the beginning we team adapted these to create ‘Welcome Back’ were simply trying to help save lives (especially packs for both passengers and flight crew. in Spain) by using our supply chain of 23 years Included items can be customised to meet to source PPE but the project soon developed different requirements and three months on we across both the airline and had supplied over 15 million food service industries – pieces of PPE to airlines, and include face masks, hospitals, ambulances and Ours is a very resilient disinfecting wipes, gloves, all around he world. industry and although hand gels and bespoke “PPE production became hygiene packs. our main activity but we this is probably our Likewise skysupply and hope this will not be forever. toughest crisis yet, we FORMIA created new The main point is convincing will recover and get hygiene focused options. the passenger that they are stronger Skysupply has Small, safe to fly and getting them Medium or Large Hygiene back on the aircraft.” Kits which come in a zipped pouch made of His team developed a new Self-Protective sustainable Kraft paper. The Small has one Pocket Pouch (branded SP.3) which includes a disposable face mask and three sanitiser wipes. face mask, gloves, hand sanitiser and alcohol The Medium includes two disposable masks, wipes and can be adapted to include other 30ml hand sanitiser and a pair of nitrile gloves, health and hygiene items too. and the Large comes with an additional pack Heitz sees this as a new business opportunity, symbolic of the way the industry can adapt when of 10 hand sanitiser wipes. All products are CE it has to: “There is not an airline in the world that approved ensuring that they meet the EU ways of making passengers feel safe. Much is down to perceptions and how we engage.”

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Below from left: Albéa has seen good take up of its PPE products; and FORMIA has launched a range of Clean Kit options

36 / travel HYGIENE

L-R: Newrest Travel Retail has create SPK kits combining design and functionality; Protect Aid Collection Kit for retail Below: Luxury facemask from FORMIA

Marketing director, Lisa Degen, said: standards and airlines are able to customise “Trusted solutions are paramount for the bag and its content. restoring confidence, and travellers will want FORMIA’s new range of Clean Kits were to be proactively responsible for ensuring all developed with quality PPE and sanitiser touchpoints along their journey are clean. products which comply with international safety Comfort and wellness remain a key trend, but standards and regulations, and are available as it has become a communal duty rather than own-branded or in collaboration with a choice of an individualistic focus. There is a heightened trusted brand partners. The range comes with awareness of the social individually-sealed products responsibility of health and in a smart, durable pouch wellbeing, and wearing a with customising options for mask has become a symbol branding. Comfort and wellness Maintaining the connection remain a key trend, but it of caring for others, as well as a form of fashionable with quality brands and has become a communal self-expression.” balancing the gifting ‘luxury’ duty rather than an The company is working of an amenity kit with the individualistic focus on new kits based around current hygiene imperative 'clean' products and has remained top of mind wellness priorities, working with established for suppliers. brands such as Murchison Hume, C.O. Bigelow, Buzz turned its design team’s attention to Rohr Remedy and Aromatherapy Associates post-COVID wellbeing products and predicted which combine high quality cleaning with luxury increased demand for ‘clean’ brand partnerships skin care. going forward. Matrix went a step further creating a completely new toiletries brand – BeCleanCo – which puts wellbeing and hygiene at the heart of its positioning. Items in the range include a 2-in-1anti-bacterial hand gel+ – an anti-bacterial gel with the added benefits of a hand cream for protection and hydration in one; an antibacterial hand gel alternative to soap and water, face masks and gloves. The items can be bundled in packs for airports, with wipes and a ziplock pouch, or for airlines as PPE amenity kits in a wax paper pouch. The brand has already been picked up and is

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06/07/2020 17:43

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38 / travel HYGIENE

Below from left: Galileo Watermark has added a kids hygiene kit; skysupply offers PPE in a zipped pouch made of sustainable Kraft paper

100% cotton fabric in a choice of eye-catching flying with a UK and Spanish airline. designs, which can reflect airline brand identity, Albéa Travel Designer found they were knocking and reusable post-flight. on an open door with their Travel&StaySafe Galileo Watermark launched IN SAFE HANDS and customisable amenity kits and these are already IN SAFE LITTLE HANDS for kids. The adult range being offered by two major airlines and France's includes the standard items - hand cleansing gel, biggest taxi business. face mask, kits etc, and it can be fully customised The range features masks, hydro-alcoholic gel, for airline customers or presented as travel gloves etc, and is designed to suit both airlines, retail. The children’s range is intended to engage rail operators, shipping companies and private children and help take the fear factor out of masks transport companies. They are made to order and other PPE products which can seem a bit with a variety of products and styles available. The intimidating to kids. company has also launched Global Inflight Products an e-commerce platform created a range of kits for where all its PPE offering A kids hygiene range is passengers, cabin crew and and kits are offered, with low cockpit use featuring its Clean minimum order quantities intended to engage is Possible range and Briotech available. children and help take electrolysed cleaning sprays SPIRIANT partnered with the fear factor out of in a variety of combinations, FUZE-technology to offer its masks and other PPE alongside PPE and hygiene #flysafe amenity kits. The products which can seem support items. PPE kits come in three styles: intimidating to them With strong supply chain Essentials, Eco Warriors and connections in China, Malton Fashionistas. The Essentials Inflight stepped up efforts to get PPE to where concept includes a MOPP pouch that contains it was most needed from the start of the crisis. items such as non-woven face masks, a small Projects & marketing manager, Alex Oakley, said: bottle of hand sanitiser and sanitising wipes. While “We were able to pivot our offering and leverage the Eco Warriors range combines hygiene offers with environmental awareness and a general sense our extensive sourcing network throughout Asia to gain access to these much needed supplies of fashion. It includes a reusable face mask and and get them where they need to be. We have a pack of sanitising towels stored within a brown seen a huge surge in interest as companies put and dark green pouch, designed to resemble the measures in place to ensure they are doing their eco-friendly material. The customised Fashionista part to help stop the virus spread. Situations such collection will contain a refreshing towel and pack as this really do bring out the best and worst in of tissues, and reusable face mask made with

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travel HYGIENE / 39

Retail Global is among those tailoring its portfolio people and corporations, thankfully we are seeing to fit the bill. It launched a personal safety travel much positivity and support from our customers, kit for sale at airports and inflight.The Protect-Aid suppliers, staff and stakeholders. We are doing Safety Travel Kit is said to kill 99.9% of potentially our best to help by keeping prices low and not harmful germs and bacteria and contains four engaging in any of the profiteering that we have essential personal protection and disinfecting unfortunately seen in some areas.” products. The lightweight resealable pack features In the U.S, Linstol is offering a robust mix of PPE two pairs of disposable, latex, powder-free gloves, safety essentials packed in customised kits as well two face masks, anti-bacterial hand sanitiser with as broader hygiene products such as Theraworx aloe vera (50ml), and five Protect, Pure and ICloth disinfecting surface wipes. specialist superbug defence The kit items are sourced brands. from FDA registered suppliers The wide availability of Hygiene products for and are TSA compliant. hand-sanitisers has become travel retail are standard along the passenger increasingly in demand Newrest Travel Retail has also added a 'Self Protective journey and businesses like for sale at the airports or Kit' (SPK) for retail which Freshorize are working to inflight to support integrates design and distribute hand soap and personal protection functionality, sanitisers to passengers and Innovation in the creation crew. The company’s multiand style of face masks is also coming through. purpose disinfectant EPA wipe is Boeing and AMS United airlines began making masks for employees certified and very effective in the cabin, on seats, in lavatories and galleys. The company is also working out of recycled, not-needed uniforms and Londonbased ‘Free Masketeers’ is designing bespoke on a ready-to-use multi-purpose disinfectant spray masks using the leftover fabric from hotel and has received requests for passenger kits with alcohol-based wipes for hands and surfaces, gloves uniforms and NHS scrubs. For every 100 ordered, 20 are donated to charities.To date, and face masks, and hand sanitiser. over 10,000 masks RMT Global Partners’ has seen strong interest in have gone to its Inflight Tidy Kit designed specifically for cabin charities. crew as a practical tool - a solution to cleaning and No doubt further sanitation during the flight when cabin cleaners are initiatives and new not available. creative solutions are With this issue top of mind for most travellers also currently in the there are also indications that hygiene products making.• for travel retail are increasingly in demand. Travel onboardhospitality.com

Above from left: PPE is now standard for Emirates crew; SPIRIANT's Eco Warrior option Below: RMT reports demand for Tidy Kits

BRINGING PASSENGERS BACK ON-BOARD WITH INNOVATIVE SANITIZING SOLUTIONS - Passenger

- Galley

- Lavatory

- Cockpit

- Cabin

- Crew

take your pick / 41

Airline action Airlines around the world have reacted to COVID-19 with hygiene and confidencebuilding health measures. Jo Austin highlights just a few BRUSSELS AIRLINES

Among the first in Europe to welcome passengers back with temperature checks, social distancing in queues, mandatory masks, preboarding hand sanitising, HEPA air filters, increased aircraft disinfection, and F&B and printed matter removed from all flights.

EMIRATES

Began by conducting on-site rapid COVID-19 tests for passengers pre-departure at Dubai International Airport with results available in 10 minutes. Also added a new cabin crew role – cabin service assistant – to ensure lavatories are cleaned every 45 minutes.

qantas & jetstar

Rolled out a ‘Fly Well’ programme which includes the provision of masks and sanitising wipes and simplified service and catering to minimise touchpoints for crew and passengers.

ETIHAD

Introduced Wellness Ambassadors providing travel health information and extra care of passengers in the airport and inflight as part of a new Wellness programme. It also highlights cleanliness and health measures, culinary hygiene and a food testing, cabin deep cleans, check-in health screening, changes to boarding process and to the inflight experience.

united

Launched United CleanPlus, which brought together a trusted brand in surface disinfection – Clorox – and top medical experts from the Cleveland Clinic to inform and guide the airline’s new cleaning, safety and social distancing protocols. The programme includes touchless kiosks, sneeze guards and mandatory face coverings, new technologies, training development and quality assurance programming.

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AIR CANADA

Air Canada’s CleanCare+ programme made it the first in the Americas to administer temperature checks pre-boarding. Also added health questionnaires, revised seat assignment policies and passenger care kits for hand cleaning and hygiene.

42 / Rail

Light at the end of the tunnel Rail catering has been devastated by COVID-19 lockdowns. Roger Williams, looks at how the European industry is now re-engaging…

Jake Todhunter

ith an estimated €750m reduction in revenue in 2020 due to the pandemic, the impact on rail catering has been significant but one by one, countries are now emerging from lockdown, creating a palpable sense of relief in the rail industry. As the whistle blows for more train services to restart, anticipation is rising - but it looks like being a slow journey. Customer numbers remain understandably low, with governments advising against unnecessary travel and media comments about the risks on public transport. Reduced capacity, restricted timetables, mandatory reservations and socially distanced seat allocations are also suppressing passenger volumes. But train operators have taken significant steps to protect their workforce and customers, and catering logistics partners such as RG have helped procure and distribute vast quantities of face masks, hand sanitiser, cleaning chemicals, and PPE, to ensure a virus free environment.

Clockwise: LNER's team ready for the new normal; Avanti focuses on cleaning; RG hygiene kits; and UK stations ready to receive

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Instilling confidence

That safety message has been loud and clear from railway leaders such as Vincent Ducrot ceo of SBB and Matthew Golton md of GWR in the UK, trying to instil customer confidence. UK industry body, the Rail Delivery Group, has also issued a “Safer Travel Pledge”, to be displayed in UK railway stations to give additional assurance to returning customers. This includes pledges for longer trains to help with social distancing, improved signage, powerful antiviral fog cleaning of train carriages and vending machines for face masks and sanistiser. In return, customers should avoid peak hours and wear a face mask. Technology is also playing a part with a new Messenger app design alerting people to avoid busy trains.

Green for go

With protection in place and public and staff gradually getting used to new processes, there are some green shoots appearing. Based on the latest feedback from member companies of IRCG (International Rail Catering

Rail / 43 Switzerland but is operating on a limited menu for now. While Thalys (operating Paris to Brussels) increased cleaning; disinfection of surfaces several times a day and mandatory facemasks. Eurostar haslimited services to the UK and Belgium and plans to reintroduce catering on September 7. The opening of Paris EuroDisney should help boost passengers. 30 furloughed Eurostar staff in London have been volunteering to help with French lessons for schools. AUSTRIA: OBB saw a catering resumption by DoN Travel, and the return of its night train services at end of June. Services to Italy remain suspended (as of early July).

Group) about 50% of European train catering is back in operation, although in the UK trains are only operating at about 20% capacity due to the 2 metre rule. A change to 1 metre would help reach about 45% capacity.

Here’s a snap shot of progress on the railways so far …

UK: LNER restarted onboard services July 6 and Avanti is retaining onboard shops and may serve First Class food from August (tbc). GWR is re-introducing limited retail onboard, and RG has started producing Travel Safe Kits for SSP Retail on stations, including face masks and sanitiser, etc. FINLAND: VR reintroduced restaurant cars on long distance journeys in June although it is only operating at half capacity to enable social distancing. Station restaurants also reopened in early June. Switzerland: Elvetino resumed the majority of catering services, including restaurant cars from June. SBB's international services to France and Germany resumed in May and to Italy at the end of June. Night train services resumed June 25 and full international service is expected by September 7. Czech Republic: JLV is back onboard both domestic and international services with the bistro cars on internal routes since June. Slovakian, German and Austrian services resumed through June as well as CD Railjet to Berlin and night trains to Zurich. Services to Poland and Hungary were added in early July. Turkey: High speed services have been resumed in Turkey, but no catering is being provided as yet. Hungary: MAV-START has resumed international services with a new dining brand in refurbished wagons. GERMANY: DB’s internal intercity services operated throughout the lockdown period but with restricted catering. France: TGV Lyria’s onboard catering was restored early in July on routes to

Optimism ahead

Train operators have taken significant steps to protect their workforce and customers

Interestingly, there have also been several recent announcements about post-Covid expansion plans for European services. The Swedish Transport Administration plans to introduce a night train service from Malmo to Brussels in 2022. Rail Baltica, linking Finland, Estonia, Latvia, Lithuania and Poland, is expected to begin operating in 2026. It is seen as having a key role in the post-COVID economic recovery of Eastern EU. The first nine sets of Avanti West Coast's new Hitachi trains have been delivered to the UK ready for fit out. Frecciarossa in Italy is being positioned as 'Europe’s longest high-speed train ride', and Trenitalia’s high-speed service began in June - 862 miles (1387 km) from Turin (Northern Italy) to Reggio de Calabria, via Milan, Bologna, Florence, Rome and Naples. All this shows that it’s not quite the end of the world just yet. There is light at the end of the tunnel! Let’s hope the rest of the pre-COVID services open up very soon. Explore Catering offers business change and development services for train companies, rail caterers, logistics providers and suppliers. Specialising in onboard service design, research, commercial tenders and marketing. Non-exec and interim roles can also be considered. E: roger@thecateringexplorer.com

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W inners

Celebrating excellence and innovation for the Onboard hospitality industry in air, rail and cruise

While sadly the Onboard Hospitality Awards night could not happen this year, we were delighted to announced the winners online by video and pleased to share the successes here. Finalists were chosen by Onboard Hospitality’s readers through an online vote, and through assessment by our expert judging panel.

Dedicated category awards Congratulations to all our winners Cabin concept awards Gold, silver, bronze airline winners Mentoring grants For new-comers & leadership Be in the spotlight! 2021 entries opening Sept 1, 2020. Be a part of it, and shine

View all the judges comments at onboardhospitality.com/2020-award-winners

Onboard hospitality awards 2020 / 45

BEST ONBOARD AMENITIES KIT (Business) WINNER: Air Europa – Kaelis HIGHLY COMMENDED: Virgin Atlantic - Galileo Watermark

BEST ONBOARD AMENITIES KIT (Premium Economy) WINNER: Lufthansa - Skysupply HIGHLY COMMENDED: Hawaiian Airlines – WESSCO

BEST ONBOARD SNACKS (First/Business) WINNER: SWISS Globus Delicatessa - Retail InMotion HIGHLY COMMENDED: Kado basil and olive roll - Manoucher

Judging criteria

BEST ONBOARD AMENITIES KIT (First) WINNER: Qantas – SPIRIANT HIGHLY COMMENDED: Air France – Albea Travel Designer

First impressions / quality, durability / life span / weight / usefulness / design functionality / taste / content / customer experience / innovation BEST ONBOARD AMENITIES KIT (Economy/ Low Cost Carrier) WINNER: Delta Air Lines - BUZZ HIGHLY COMMENDED: Turkish Airlines – Bayart Innovations

BEST ONBOARD BEVERAGE WINNER: Sprout spoon 3-in-one tea - Retail inMotion HIGHLY COMMENDED: Pickerings British Airways centenary gin Tourvest View all the judges comments at onboardhospitality.com/2020-award-winners

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W inners continued...

BEST ONBOARD CATERING INNOVATION WINNER: ‘We care’ sustainability onboard programme for Sunexpress – Retail inMotion HIGHLY COMMENDED: Quisine on Qatar - QACC

BEST FOR SUSTAINABILITY WINNER: SWISS-ALPS (Advanced Loading Planner System) Retail inMotion HIGHLY COMMENDED: Condor’s bamboo travel mug amenity kit Skysupply

Stand out from the crowd! Entries for 2021 open on September 1, 2020

ONBOARD KIDS’ KIT WINNER: Lufthansa ‘Coolbag’ SPIRIANT HIGHLY COMMENDED: Singapore Airlines Disney kit - BUZZ

BEST ONBOARD SERVICE EQUIPMENT (For Passenger) WINNER: Lufthansa Magic & Surprise Box - SPIRIANT HIGHLY COMMENDED: British Airways First class china serviceware – Plane Talking Products

BEST USE OF ONBOARD TECHNOLOGY WINNER: Crew portal – gateretail HIGHLY COMMENDED: Onboard EPOS - gategroup & Black Swan Data View all the judges comments at onboardhospitality.com/2020-award-winners

Onboard hospitality awards 2020 / 47

BEST ONBOARD SNACKS (Premium Economy/Economy) WINNER: Tom Kerridge Steak and Ale Pie - Tourvest HIGHLY COMMENDED: Gluten-free veggie pizza - Skinny Genie

Cabin Concept Of The Year 2021 BEST ONBOARD SERVICE EQUIPMENT (For Crew) WINNER: Air France coat check hanger - Kaelis

BEST ONBOARD KIDS’ CATERING WINNER: Lufthansa Children's programme - Evertaste HIGHLY COMMENDED: Marvin’s Magic Snack Box - Tourvest

Share your new cabin vision be it a new style, service, catering offer, technology step-change or comfort

BEST FOR WELLBEING ONBOARD WINNER: Libero Special Meals – Foodcase International HIGHLY COMMENDED: Virgin Australia Snacking Menu - Do Good Labs

BEST FOR ONBOARD WEARABLE TEXTILES (First/Business) WINNER: Saudia Missoni Sleepwear - FORMIA HIGHLY COMMENDED: Designer Sleepwear for EVA Air by Jason Wu – BUZZ

BEST FOR ONBOARD TEXTILES (First/Business) WINNER: British Airways First Class Bedding - John Horsfall HIGHLY COMMENDED: Etihad DUXIANA bedding programme – WESSCO

View all the judges comments at onboardhospitality.com/2020-award-winners

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Ones to watch

SPECIAL RECOGNITION ‘for aisha’ for its halal babyfood

SPECIAL RECOGNITION RMT for its cup holder tray

SPECIAL RECOGNITION Evertaste for its zero carbon meals

SPECIAL RECOGNITION Skypro for the MySkypro Portal

SPECIAL RECOGNITION Matrix for its Infra Active pyjamas

SPECIAL RECOGNITION Skinny Genie for its gluten-free brownie

The judges also awarded the follow ing special awards:

FUTURE-SCOPING BUSINESS OF THE YEAR WINNER: Monty’s Bakehouse This award recognises of the company’s commitment to industrywide collaboration on sustainability right along the supply chain and the collaborative, open approach it champions on this topic through its Innovation Centre.

TREND-SETTER OF THE YEAR WINNER: Galileo Watermark The judges were impressed to see such a strong focus on sustainability in the amenity sector - positioning sustainable product as the new luxury, and applying eco thinking in both Premium Economy and Business cabins.

View all the judges comments at onboardhospitality.com/2020-award-winners

Onboard hospitality awards 2020 / 49

s r e n in w t p e c n o c in b a C 2 02 0 GOLD WINNER > WestJet

For its Dreamliner’s Spirit of Canada concept transforming the airline from a low-cost carrier to a full-service three class airline. The judges were impressed by the quality of the product and the super fast timeline for the concept delivery.

< SILVER WINNER Scandinavian Airlines (SAS)

Recognised for tailoring its Airbus A350-900s’ service to offer a truly Scandinavian way to travel. A carefully thought through cabin concept and service delivery packed with innovative ideas and local collaborations.

BRONZE WINNER > Delta Air Lines

For its new International Main Cabin concept, bringing significant enhancements across the cabin in terms of the food, service, comfort and technology. A concept rooted in ‘BOLD Hospitality’ – a human, authentic and warm approach to service. View Read all the fulljudges detailscomments at onboardhospitality.com/2020-cabin-concept-entries at onboardhospitality.com/2020-award-winners

Lifetime Achievement

Onboard hospitality awards 2020 / 51

Perfect partners

Congratulations to Helga and Rudi Friedrichs, joint winners of our 2020 Onboard Hospitality Lifetime Achievement Award

his award was given in recognition of Helga and Rudi's dedication to inflight catering excellence for 35 years at Frankenberg. This incredible catering partnership all started in 1985 with a simple dish of roast beef esterhazy, potato dumplings and glazed baby carrots. This was the product that won them their very first airline meal tender. In April of that year, just after their marriage, businessman, Rudi, and food nutritionist, Helga, took over a bankrupt company producing meals-on-wheels in Würselen, near Aachen in Germany. Recognising that the existing model for this company was unlikely to succeed, the young couple soon saw new markets had to be found. Rudi called holiday carrier, LTU, with an offer to tender. The new business was located in the heart of Europe, so targeting the growing travel and airline sector seemed a perfect fit.

Quality focus

With no real idea about airline catering back then, but with a passion for high quality, healthy good food, and just 12 employees, the Friedrichs convinced the airline to take up the offer. They won business for a one

solutions with total customer care month trial period, catering return always in mind. flights, and from there, the young Now, 35 years on, the airline sector company, Frankenberg, went on remains the company’s primary focus to produce all hot meals for one of and sustains the Germany’s biggest beating heart of the carriers. company. The team From its conception, produces in excess of the cornerstone ethic Frankenberg has 200,000 meals every of Frankenberg was provided consistent day for many of the never short-term profit, tailored meal world’s international but a focus on adding solutions with total airlines, with a team value in the long-term customer care of more than 500 and to securing a extended ‘family’ strong base for future always in mind members. generations to build Still a family-owned and run company, on. It was this core belief that drove daughter Laura and husband Sebastian the couple to establish long-term, (pictured) joined the management strategic partnerships with customers team officially in late 2019 and are now and suppliers alike. Combined with policies of sustainable development joint managing directors, dedicated to to maintaining the commitment and ongoing investment in latest to excellence that is Helga and Rudi’s technologies – Frankenberg has undoubted legacy. • provided consistent tailored meal

onboardhospitality.com/awards

52 / Mentoring 2020

Congratulations to our two Mentoring Award winners who receive mentoring and a grant from the The Hayward Partnership and support from Onboard Hospitality

Break-through grant

Leadership recognition

Open to any young business (SME trading for at least one year) and new to the onboard sector

WINNER - FOR AISHA Demand for halal food is growing extremely fast, bringing with it a strong demand for halal products onboard for inflight service. New brand 'for aisha' makes healthy halal certified recipes for babies using a wide variety of all natural ingredients. Offering high-quality halal recipes which typically contain 20+ ingredients, the babyfoods and are specially-designed by a professional chef from Morocco before being approved by a leading children’s dietitian. Dishes range from Indian Chicken to Cambodian Fish & Coconut Curry to Jamaican Jerk Chicken, as for aisha aims to introduce children to a broader range of flavours and gentle spices, in the hope that they will go on to be better eaters in later life. Currently being offered in pouches and trays for airlines, feedback suggests the quality and breadth of recipe choices makes them just as appealing to non-halal parents and babies too. foraisha.com

Presented to a business already in our sector and showing strong leadership in developing talent

Mentoring award winners

The Hayward Partnership supports young and established businesses with mentoring and consulting advice across the sector

WINNER - Skypro Uniforms specialist Skypro bases its recruitment choices 50% on hard skills and 50% on an individual's fit with the values of the company: focus, solidarity, continuous learning, ambition and creativity. It focuses on bringing on young talent through university internships and on-the-job training, with exposure to all elements of the business from the CEO's work to that of the factories. Career progression is a key priority, with a wide range of opportunities for growth embedded into the business. The management team shares its goals and vision clearly and the team regularly pulls together to deliver head-to-toe product and management projects as well as tailored technology projects. Thanks to this continuous team effort, the company was recently selected by the Financial Times newspaper as being amongst the top 1000 fastest growing companies in Europe, number seven in the textiles sector. wearskypro.com

Supporting new talent... Mentoring Network Grants

The grants are open to all entrants in the Onboard Hospitality Awards We look forward to sharing the success stories of these winners in future issues

Your chance to win: Enter the 2021 Awards, entries open Sept 1, 2020 Read full product onboardhospitality.com/awards details at onboardhospitality.com/awards

Events / 53

See you in the virtual world The newly-launched FTE APEX Virtual Expo is set to be a first-ofits-kind virtual trade show for the air transport industry. Running 24-hours a day, it will accommodate all time zones and pioneer a new online event format. The Expo will include a free-to-attend, interactive online exhibition with live product demos, virtual conference sessions with content tailored to the Asia-Pacific, EMEA and Americas regions, and extensive networking capabilities so attendees to network in realtime via messaging and video calls. All of these features will be available on two live show days but delegates will then be able to revisit the exhibition hall and conference sessions for 30 days. The theme of the event is “Transforming air transport post-COVID-19”. The virtual exhibition will include an ‘Airport’ hall and an ‘Inflight’ hall, supported by Onboard Hospitality, as well as a dedicated ‘Startup Zone’. It expects to attract 8,000-plus online attendees. FTE founder & ceo Daniel Coleman said: “We are incredibly excited to

What: FTE APEX Virtual Expo Where: Online When: Dec 8-9

host this truly dynamic and global virtual event, offering much more than the webinars which have become commonplace recently. The industry wants more than that now and this will provide a large-scale digital trade show that will creatively offer real engagement, networking and business development opportunities for everyone.” futuretravelexperience.com/fte-apex-virtualexpo

Innoveat online

WTCE webinar

UK Food & Beverage marketplace, Innoveat, is supporting alternative routes to market this year with the launch of its first virtual event this September. The virtual version of the annual exhibition will facilitate networking, 1-2-1 meetings and a longer exhibition window for suppliers. The 2020 virtual marketplace will be open from September 21–October 16, 2020 and an online networking lounge will allow small groups to meet using video chat. innoveat.co.uk

Onboard Hospitality will collaborate with Reed Exhibitions to bring a little of the cancelled 2020 WTCE event to the virtual world. Two webinars, hosted by editor Julie Baxter and Taste of Travel moderator Jo Austin will be staged on the last two Wednesdays of August. The sessions will bring together relevant experts to discuss the future of inflight catering and the new urgency around hygiene and wellness. worldtravelcateringexpo.com

What: Innoveat Marketplace Where: Virtual When: Sept-Oct

What: WTCE inflight webinars Where: Virtual When: August

onboardhospitality.com

CALENDAR AUGust 19 & 26 WTCE webinars Onboard Hopsitality/ WTCE collaboration

onboardhospitality.com

------September 21 -October 16 Innoveat Marketplace innoveat.co.uk ------DECEMBER 8-9 FTE APEX Virtual Expo futuretravel experience.com

NEW DATES FEBRUARY 3-4 Future Travel Experience Asia Expo+ & Onboard Hospitality Forum Marina Bay Sands, Singapore. Now a hybrid in-person & virtual event

onboardhospitality.com

Tailor-made solutions. Endless possibilities. DISCOVER OUR PREMIUM EXPERIENCE OFFERING AT WWW.SPIRIANT.COM

Onboard Hospitality 83 August-September 2020

Articles inside

hygiene in action Events: Save the date for these key virtual events

WestJet Lifetime Achievement

Helga & Rudi Friedrichs Our mentoring winners

Cabin Concept winners

Opinion: Lance Hayward

Focus on: Foodcase

Boxing clever: The

Hygiene moves up the airline agenda Light at the end of the tunnel: Rail update

future of inflight catering The new normal

In conversation: Ariane

Take your pick: Airline

In debate: Is F&B