Onboard Hospitality 88 December/January 2022

december/january 2021/22 Issue 88

Dare to change Forging new pathways for a brighter future

planning for profits Next-gen thinking reviving rail

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DECEMBER / JANUARY / 03

Inside this issue...

Features 16 Veganuary: Bring the global campaign onboard

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18 Rail update: Avanti raises the bar 20 Be brave: Take action to boost recovery

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26 Next-Gen Forum: Internships in focus

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28 Think twice: Next-Gen eco priorities 30 Travel update: Industry analysis

Quick reads 14 In debate: Logistics 25 Take your pick: Hot drinks

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33 In conversation: Pep Manich Grau, Iryo 34 Sustainability in focus 36 In conversation: Simon Frischemeier, ACA 37 Take your pick: U.S. snacks

Awards

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38 2022 Awards launch 40 Hear from last year's winners

Regulars 07 Industry update 42 Global perspective

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WELCOME / 5

EDITORIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com

Don't look back...

ASSISTANT EDITOR April Waterston april.waterston@onboardhospitality.com

M

y dad always told me: "Never look back, it's the future that matters."

As we head into 2022, it is perhaps a motto that makes particularly good sense.

CONTRIBUTING EDITORS Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com), Bev Fearis & Jessica Pook EDITORIAL DIRECTOR Steve Hartridge

PUBLISHER

New Year always brings with it a burst of enthusiasm. We set resolutions, refresh and reboot our ambitions and restate our determinations. We feel invigorated, driven by the sense of seasonal renewal. This year, perhaps more than ever, it is a time to draw a line under the past, turn the page on what has been, and ride the new year momentum towards positive change - whether in our personal or professional missions.

Our industry and many individuals within it have had a rough ride through the pandemic but the pent-up demand for travel and globlal connection remains strong and we are surely inching towards recovery. Airlines, rail operators and cruise lines are all refocusing their efforts, looking for new ways to improve the passenger experience and accommodate a changed and changing world. This is a moment we have to grab with both hands and use to positive good.

As features throughout this issue show, it is a time to be brave, to step up with courage, make decisions with purpose and conviction. We have to drive our industry forward into a brighter future for our people, our planet and our profits. It is time to believe in better, and to push on into a brave new world. Don't look back - that's not the way we are going.

Sue Williams sue.williams@onboardhospitality.com ASSOCIATE PUBLISHER Craig McQuinn craig.mcquinn@onboardhospitality.com

DESIGN & PRODUCTION DESIGNERS Caitlan Francis & Emma Norton PRODUCTION & STUDIO MANAGER Clare Hunter PRODUCTION ADMINISTRATOR Steve Hunter

Julie Baxter EDITOR Onboard Hospitality

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ENTER NOW!

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Shine a light on your innovation and recovery-ready products and services now.

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TECH TALK

Be a part of our next issue of Onboard Tech Innovation. We're seeking news, views and product development from the digital onboard world. Contact: April Waterston

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Our next issue will have a dedicated sustainability focus.

Get involved now to share your eco commitments and credentials as we collaborate to drive industry change.

Contact: Julie Baxter

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industry update / 7 Top stories from across the industry

industry

update

Top stories from across the industry

Eco insights

The Airline Sustainability Forum researches rotables vs disposables

09

From glass to class

Plane Talking Products launches strong serviceware using recycled glass

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Retail with style

Finnair resumes its retail offer with a revised luxury range

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08

Designing for good

Buzz launches its sustainable, plastic-free, zero-waste amenity kit onboardhospitality.com

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8 / industry update Top stories from across the industry

Canada Jetlines deal for Moment

Buzz aims for zero amenities waste

Canada Jetlines has elected Moment to equip its growing fleet of Airbus 320, with a state-of-the-art digitisation suite and inflight entertainment.

Operations will commence in early 2022, featuring services through the Flymingo Box system that will enhance passenger experience and aircraft operations. The IFE element also deploys real-time travel information and a seamless e-commerce platform.

Planning to have 15 aircrafts by 2025, Canada Jetlines aims to offer the best-in-class operating economics, customer comfort and fly-by-wire technology to provide an elevated guest centric experience. The browser-based platform will support this, enabling secure streaming on personal devices. moment.tech

Buzz's sustainability team has launched a new eco-friendly amenity kit it is calling ‘All Good Things’.

With the environmental impact of travel in sharp focus, and in support of the IATA target of a 50% reduction in aviation CO2 emissions by 2050, the Buzz Sustainability team set itself a challenge to design a plastic free and zero waste amenity kit.

The All Good Things kit features renewable materials including tin, cotton canvas, aluminium, bamboo, FSC paper and wood. It includes ToothChews, an innovative, environmentally-friendly alternative to toothpaste. The goal of the kit is to help travellers feel good about their amenities, knowing the onboard comfort items have a low environmental footprint. buzzproducts.com

Do Good Labs' chocolate takes flight on Jetstar Do Good Labs has launched its very first chocolate bar, exclusively available on Jetstar Airways retail menu.

The company has worked with the finest chocolate makers in Australia, sourced ethical cocoa and made a premium milk chocolate bar that has a message for good in line with its wider mission.

Each bar donates to Starkids Foundation to help improve the lives of children around the world. Jetstar’s partnership with World Vision Australia, StarKids’ mission aims to transform the lives of families and communities living in poverty and give kids a brighter future. dogoodlabs.com.au onboardhospitality.com

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industry update / 9 Top stories from across the industry

ASF unveils rotables research The Airline Sustainability Forum (ASF) has now published phase one of its two-phase study into the use of rotables versus disposable service ware, and the case for disposable service ware standardisation.

The report, completed by independent consultants ICF with support and data from ASF members and regulatory bodies, mapped the end-to-end supply chains for food & beverage service ware and concluded that while there is no industry-wide consensus on when to use rotables versus disposables, there is agreement that consensus is required.

The researchers identified a number of strategies for progress including: work to educate decision-makers on the environmental impact of F&B packaging; possible regulatory reforms and lobbying on aviation waste rules; improvement in packaging product design, material selection and procurement processes; onboard collection/sorting and waste management on the ground. The full report is downloadable from the ASF website via registration.

Phase two of the study will see the

Canary innovates Canary Foods has launched a single serve butter portion, packaged in plant-based compostable films. The 'Canary Squeeze' will support travel operator sustainability goals, replacing the industry standard plastic mini-dish/PCU. canaryfoods.co.nz

ASF membership working together to gather further insights and establish a recommendation for using specific standardised materials for disposable serviceware to increase circularity.

Researchers will quantify and characterise the size and future growth of the F&B packaging waste problem and develop an independent and trusted model for evaluating the environmental footprint of rotable and disposable service ware. A comprehensive substrate database with end-to-end sustainability insights will be established, and a decisionmaking framework for ensuring sustainable choices in packaging materials will be identified.

Matt Crane, founder of ASF, said: "As an industry, we have been slow to work together to openly share knowledge and data to support positive change for all. The ASF provides an excellent platform for collaboration, and we urge stakeholders across the inflight product and services supply chain to join and support our work."

Joe Leader, CEO APEX IFSA, said: “The ASF's work is building our understanding of the challenges the

Novel Foods rebrands Novel Foods has rebranded its popular ‘free-from’ savoury snacks range, Indulge. The new branding gives a playful nod to Indulge’s positioning as natural corn leaders in the snack field, with its new ‘corny, but classy’ strapline and farmer character. novel-foods.co.uk

entire aviation sector faces to improve the sustainability of inflight passenger services. IFSA is pleased to align with and support these efforts.”

The next meeting of the ASF membership will take place on February 9 at 15.00 GMT. All those in the inflight services supply chain are invited to register and attend.

For further information contact: info@aviationsustainabilityforum.com; aviationsustainabilityforum.com

Goodbye to plastic Foodcase International has announced the removal of single-use plastic cocktail sticks from its products. It will instead provide sustainable wooden toothpicks.

The toothpicks will be available with all of Foodcase’s tapas trays and platters. foodcase.nl

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industry update / 11 Top stories from across the industry

BA ups its eco credentials British Airways has announced the appointment of Carrie Harris as its new Head of Sustainability, reflecting the increasing importance of sustainability.

Harris joins British Airways from the airline’s parent company, International Airlines Group (IAG), where she has been Group Sustainability Manager for the past five years. She is a Chartered Environmentalist, Fellow of IEMA (the accreditation body for sustainability professionals), registered environmental auditor and holds two Master’s degrees in Environmental Science and Management.

Harris will be responsible for a team of eight who work on the airline’s strategy for environment, diversity, inclusion & wellbeing, and community investment. ba.com

Recycled glass styled for service Plane Talking Products has launched a new range of glass-based tableware for onboard service.

The tableware is made of triple layer glass, which makes it very strong, break and chip resistant and lightweight. Its thin wall structure makes it easy to stack to ensure large space savings are possible.

The range is made of durable Vitrelle glass. It is eco-friendly and sustainable, being manufactured using up to 80% recycled glass. The product remains reusable and uses recyclable substrate.

The tableware can be fully customised and branded and new shapes can be developed on larger orders. Commercially compliant – the nonporous dinnerware is fully dishwasher safe and can be used in all microwaves and ovens. planetalking.net

Newrest caters for Pope Francis onboard Aegean Airlines The Newrest teams in Greece have had the opportunity to cater inflight services for Pope Francis during his recent visit to Greece.

Working in collaboration with Aegean Airlines, the quality menu had input the renowned Greek Chef Lefteris Lazarou, with desserts designed by Greek Pastry chef, Stelios Parliaros. Newrest Greece and Chef Lazarou developed inflight dining using fresh, local, traditional products and recipes reflecting Greek influences combined with some Italian heritage.

The Pope flew with Aegean Airlines onboard the carrier’s new state-of-the-art Airbus A321neo aircraft. newrest.eu onboardhospitality.com

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12 / industry update Top stories from across the industry

Air Dolomiti goes for fresh flavours Air Dolomiti, the Italian airline of the Lufthansa Group has relaunched its inflight service with the focus on Italian flavours and quality nutrition.

The menu features fresh dishes created by Italian chefs, quick snacks and a wide range of hot and cold drinks and wines. The airline has partnered with well known Italian brands to put the emphasis on taste and sustainability, and has a policy of prioritising quality and environmentallyfriendly packaging solutions.

For its SpazioItaliaBar Air Dolomiti is collaborating with JRE, Jeunes Restaurateurs d’Europe for the preparation of fresh dishes and will feature desserts created by Pasticceria Biasetto. The coffee served is by Illy. airdolomiti.eu

Jeff Swan named as new CEO for Monty’s Bakehouse Monty’s Bakehouse has appointed Jeff Swan as its new CEO. Jeff will be responsible for overall management of the company, replacing Matt Crane who is taking on new responsibilities at parent company, SATS. Swan has a proven track record as a successful business leader with a wealth of cross-functional and international experience in strategic development, sales, brand management, and marketing at leading branded food and beverage companies, including Cadbury and Coca Cola.

Matt Crane remains a Board Director at Monty’s Bakehouse and Group Head at SATS Global Innovation Centre. montysbakehouse.co.uk

Pure Piraña takes flight Pure Piraña, Heineken’s global hard seltzer brand, is preparing to expand into the inflight market. This follows the domestic market launches in Mexico and New Zealand, and the gradual roll out in several European countries including UK, Ireland, Portugal and Austria. purepirana.com

Inmarsat milestone Inmarsat has announced that its GX Aviation inflight broadband solution has hit a new milestone, having now been selected by more than 35 airlines and activated on over 550 aircraft, with approximately 1,000 additional aircraft in the order book. inmarsat.com

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Intelsat partners Intelsat and Thales Alenia Space have signed an agreement to build two software-defined satellites designed to advance Intelsat’s GEO connectivity as part of its 5G network. The two new satellites, named Intelsat 41 and Intelsat 44, are scheduled to be in service in 2025. intelsat.com

industry update / 13 Top stories from across the industry

Finnair's luxury focus Finnair has resumed its travel retail service, offering customers more opportunities to personalise their travel experience.

The new luxury range has been inspired by Nordic design and sustainability, and will be continuously updated to ensure items are popular and relevant.

Featured products include environmentallyconscious accessories and cosmetics from brands like Marimekko, Makia (which makes bags out of recycled material), Rokua (organic skincare for men), Het-kinen (organic pine lip balm) and Lancôme Idôle Edp. Passengers can pre-order for delivery inflight or at home or connect to the Nordic Sky portal for shopping inflight. finnairshop.com

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14 / IN DEBATE

Perfect storm logistics Pandemic pressures, prices and insatiable demands have pushed global logistics into the eye of a perfect storm, says expert David Emerson Global supply chains are facing unprecedented challenges IS THE AVIATION SECTOR GOING TO BE THWARTED IN ATTEMPTS AT INFLIGHT SERVICE RECOVERY? HOW DID THE CURRENT LOGISTICS CHALLENGES START? The issues have been happening for the last 18 months. What started out as an issue triggered by the Covid-19 pandemic of Q1/2020, quickly escalated into a major global supply chain problem. Logistics faced a near perfect storm with Chinese factories shutting down and labour shortages caused by the pandemic, combined with buyers over buying product to try and protect their businesses from those very same shut downs and shortages.

DE

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HOW DID REACTIONS TO THE PANDEMIC IMPACT THE ISSUE? The problems escalated into issues

relating to the global demand for Personal Protection Equipment (PPE) with governments over ordering huge amounts of PPE that ended up sat at ports for weeks, months, even years in some cases. The UK as an example has over 30,000 containers of PPE still sat in UK ports that is either unusable, faulty or otherwise not yet moved on. The US and other markets have the same issue.

The UK has also had to deal with the fact that carriers don’t want to call at UK ports because of issues around BREXIT, customs challenges, port infrastructure and the lack of drivers. As a result UK importers have had it even harder than EU or US importers.

WHAT DOES THIS MEAN FOR COSTS? If containers aren’t being restituted back to their original destination, they aren’t re-entering the supply chain and this has has a massive impact on the ability to provide empty DE

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containers for further shipments. This supply issue has driven prices up and then, seeing an opportunity for profit, the ocean carriers and ship owners have kept the prices elevated because businesses kept on shipping even with prices going from $2,500 to $20,000 per container.

This pricing issue is likely to continue into 2022, probably until government intervention as the impact hits inflation and wider product prices.

Until such time as a government intervenes the carriers will keep the prices high. Why wouldn’t they? The biggest shipping lines in the world are making profits in the billions every week. Until they get told to change, they won't address that.

And who can blame them? This issue is likely to continue through most of 2022 and maybe into 2023 too.

HOW IS IT SPECIFICALLY IMPACTING AVIATION SUPPLY CHAINS? A lot of aviation products are made in China and low-cost countries and so getting new product is a challenge - airlines are right in the middle of the perfect storm described.

Supply chains are being hit in almost every area of the world but the main focus is China and the key global ocean ports in the US/UK/EU and Asia. Interestingly the Indian sub-continent is not as badly impacted as China and could be an interesting alternative sourcing location in the near term for certain products.

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David Emerson, senior vp SEKO Logistics, supports a range of inflight product suppliers and is at the heart of the global logistics market CAN AIRLINES NOT TRANSPORT THEIR OWN PRODUCTS BY AIR? Most of the current issues relate to ocean freight and these bottlenecks in ocean freight are leading to an increase in air freight, more cargo charters and so on, but that does not help the industry's professed sustainability intentions. From what we see businesses will set aside their sustainability practices to keep their products moving, at any cost.

DE

SHOULD THESE ISSUES MAKE BUYERS RETHINK THEIR BUYING DECISIONS IN THE LONGER TERM? The price of logistics is going to have a huge impact on buying plans. Buyers need to be thinking about near shoring and alternative sourcing locations. However the truth is we all now operate in a global economy and that isn't likely to change. These events have shown how fragile the supply chain can be, and how one issue can create a huge wave of problems. When there are multiple issues, it causes a tsunami, and that’s what we have now. • DE

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16 / VEGANUARY

New year, new diet As the Veganuary campaign sweeps across the globe for its eighth year, April Waterston looks at how we can make the most of this lifestyle movement onboard

S

ince 2014, non-profit organisation Veganuary has been encouraging people to try a vegan diet for ‘January and beyond’.

Veganuary is focused on changing consumer behaviours and attitudes, while providing all the information and practical support required to make the transition to veganism easy and enjoyable. Since the campaign started, more than 1.5 million people have registered to try a vegan diet, although data suggests that ten times more people actually participate without signing up.

Swathes of celebrities like actors Emily Deschanel and Evanna Lynch, New York City Mayor Eric Adams, and thousands of high street brands support the cause. Although the campaign is UK-based, in recent years it has

achieved worldwide reach with participants in the U.S., India, Argentina, South Africa and more.

Growing demand Dr Toni Vernelli, international head of communications and marketing at Veganuary, explains why the vegan demographic is worth targeting onboard. “A study conducted by YouGov last month showed one-third (34%) of UK adults are either interested in trying or plan to try a vegan/plant-based diet while eight per cent of UK adults are already on a vegan/plant-based diet,” said Vernelli.

“The survey also revealed that 35% of Brits say their perceptions of a plant-based/vegan diet have changed for the better in the past two years and 36% think eating a vegan/plant-based diet

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is an admirable thing to do. So, every industry should be striving to cater for this growing customer base and making it easier for people to put their values into action.

“We also know from surveying Veganuary participants at the end of their one-month pledge that 40% plan to remain vegan and 75% of the rest plan to reduce their meat and dairy consumption by at least 50%. Caterers who do not provide options for this growing demographic will soon find themselves obsolete.”

Explore alternatives The demand for vegan meals onboard has not gone unnoticed. As we’ve explored in recent issues, suppliers like Retail inMotion, LSG Group and Emirates Kitchen Flight Catering are all developing products to appeal to the growing plant-based market. Some are developing their own meat-alternatives, whilst others are incorporating brands like Quorn and Beyond Meat into their meals.

Beyond Meat is aiming to popularise plantbased food by bringing increased choice to all facets of the food service chain. Its products are made with ingredients like peas and brown rice, and have been proved by the Stanford School of Medicine’s peer-reviewed SWAP-MEAT study to be a healthier option than meat, resulting in lowered cholesterol levels, heart disease risk and body weight. Perhaps most impressive however is its eco-credentials – compared to a quarterpound U.S. beef burger, the original Beyond Burger generated 90% less greenhouse gas emissions, requires 46% less energy, has over

99% less impact on water scarcity and 93% less impact on land.

Dairy products like milk and cheese also fall under scrutiny, though incorporating vegan alternatives can prove tricky. Marc Warde, chef and MD of specialist caterer Niche Free-From Kitchen, explains the challenges that can arise.

“Around 50% of our production is vegan, so we have explored the world of vegan cheese and dairy alternatives in a lot of detail,” he says.

“We are a gluten, nut and sesame free business which can make such exploration challenging as many of the better vegan cheeses, particularly those made with a cheese culture similar to dairy cheese, is derived from nuts. Also many vegan cheeses use oats as their base, which we prohibit as so many coeliacs are affected by them.”

Above: Beyond Meat strives for realistic meat alternatives. Below: Familiar Vegnuary branding can help consumers think twice.

Bring it onboard Strike while the iron is hot and consider incorporating the Veganuary campaign into onboard messaging. “Veganuary works with businesses around the world to help them increase the availability, visibility and quality of their vegan options,” says Vernelli. “We can provide expert guidance on the types of foods vegans are looking for (hint: it’s vegan versions of your existing bestsellers), how to place and describe them on your menu and promotional materials so they appeal to everyone not just vegans. Email us at corporate@veganuary.com and we would be delighted to help!” • onboardhospitality.com

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18 / AVANTI

Rail's new dawn?

Avanti West Coast is a joint venture between First Group and Trenitalia, operating the UK’s west coast intercity service, Roger Williams, examines how it is raising the onboard bar post-pandemic

A

vanti West Coast’s customer base shrank dramatically during the pandemic but that hasn’t dampened their enthusiasm for fresh onboard concepts. It has launched service enhancements just as passenger confidence in train travel is increasing, perhaps a sign of a new dawn for rail.

The new Standard Premium class offers roomier seats and a guaranteed tabletop, and all passengers get free wifi access to Avanti media and at-seat ordering. Plus, an overhaul of the premium catering aims to rebuild First Class ticket sales with a more personalised dining service. Hot breakfasts, cooked freshly onboard, new sustainable options from artisan suppliers, and a return to door-side welcomes all help raise the bar.

All are designed to set Avanti apart from its competitors in both air, rail and road, and reflect a successful strategy used on many European intercity routes. Business traveller numbers are low, so the changes are designed to appeal to leisure customers too.

SUSTAINABLE FOCUS Branded place mat and menu are laid after seating as research showed Avanti passengers prefer the table clear for boarding, and welcome drinks – fresh juice and tea – arrive soon after.

A host explains the menu choices with products from along the route shown on a menu map. Full ingredients and allergen data is available online.

To minimise their environmental footprint, the team has focused on sustainable sourcing of products such as Change Please coffee, Mrs Kirkham’s Lancashire Cheese, cakes and desserts from The Pudding Compartment, plus a range of accompaniments such as West Coast chutney from Rubies in the Rubble and salted butter from Netherend Farm in Gloucestershire.

On my day of travel the popular Great British Breakfast took pride of place, with smoked British bacon, pork and parsley sausage and Lancashire black pudding served with portobello mushroom, roasted tomato, potato scone and a free-range fried egg (or scrambled). All food is served on onboardhospitality.com

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white china. Poached eggs may be added soon.

Alternatively there is Scottish smoked salmon and free-range scrambled eggs, or a vegan breakfast of lightly spiced corn fritter with smashed avocado, roasted tomato and portobello mushroom. Lighter options are the Classic Bacon Sandwich – thick cut smoked British bacon on baked granary bread served with a ketchup; a Superfood Breakfast Bowl - of pear, blueberries, watermelon, pineapple, dried mango, chopped dates, pumpkin seeds, ginger and desiccated coconut; or a fruit plate with melon, papaya, pineapple and strawberry served with lemon verbena syrup.

On later trains, the Rest of the Day menu includes a cheeseboard with wedges of Lancashire, Shropshire Blue and Vintage Cheddar served with a selection of crackers and authentic West Coast apple chutney; gnocchi cooked in a white wine and wild garlic cream with pea puree; a Superfood Nourish Bowl of broccoli, peas, edamame beans and cucumber, served with chickpeas and a Dijon mustard vinaigrette; and an avocado and roasted tomato tartine. Avanti has also championed the return of Afternoon Tea with a choice of Jammie Dodger Loaf Cake and a Salted Caramel Tart topped with chocolate ganache. A classic selection of sandwiches and warm scones with jam and clotted cream are also available.

The operator plans to refresh the menu through the year, whilst maintaining the classics.

SERVICE STYLE Onboard dining orders are still taken on note pads and there seems some nervousness around digital ordering but perhaps a next step in sustainability will be a progressive move towards pre-ordering via a digital interface with ticket purchases. There is also the potential to digitise the printed menus and offer wider choice at the point of ordering, including special dietary choices.

That is not going to be easy with a non-reserved, walk-on walk-off service, but perhaps now is the time for the intercity industry to change customer behaviour towards more advance reservations for specific trains, similar to the Eurostar model and that used by RENFE in Spain. It would certainly help remove a significant amount of guesswork around product volumes and loadings by train, and the inevitable food waste.

Change is not always simple and it is important to take the people with you so Avanti has

undertaken a coaching programme to prepare staff for the new menus and to maintain a consistency of service to complement the quality of the products. Knowing what to expect of any service and trusting you can rely on receiving it are essential as that’s how you build service advocacy among your customers.

In 1879 Britain’s railways first discovered that offering fine food and wines onboard brought a significant increase in First Class customers. By 1910 on-train restaurants were selling over one million meals, rising to over three million a year by the 1930s golden age. In those days, the breakfasts served were compared favourably to that of London’s Ritz! Over 140 years on, it’s great to know the formula still works and Avanti has again raised the bar - the joy of dining on a train is as satisfying today as it ever was – long may it continue! • Roger Williams, RVM, is Chair of the International Rail Catering Group trade body ircg.info.

Contact: roger@thecateringexplorer.com

Clockwise from top left: A First Class breakfast; service to seat and a classic afternoon tea service

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20 / FOCUS ON PROFITS

Profitability is the hot topic of the moment as airlines strive to rebuild sales and lock in new revenue streams in the face of yet more Covid-19 restrictions. As the reality of a recovery dawns, the question dominating many supplier minds is: Are the key decision-makers really brave enough to build back better? Julie Baxter reports

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any experts in the midst of critical conversations around returning food and beverage, retail and digitisation note a worrying dilemma. Airlines see the potential of change but are in a precarious financial position. They are fearful of being the first to move to a new way of doing things because of the investment already sunk into current infrastructure and the risk that innovation won’t reap the rewards anticipated.

The markets have changed and new ways of working seem essential to reduce the duplication, waste and missed opportunities but which organisations have the courage to make that change, rather than just hoping familiar old ways will return? Many are asking: “Has the customer changed post-Covid” but perhaps the real question should be: “Have the airlines changed?” Are they ready to do things differently?

Kai Kosicki, founder of Expair, says: “Aviation is a very conventional industry. Just think of all the many innovative blueprints for seating people onboardhospitality.com

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differently. Many have advantages but still all aircraft cabins look pretty much the same. No one is brave enough to radically reconfigure in case passengers reject it, and it is too hard to go back.”

But as we focus on finding new revenue streams, radical change in inflight service operations seems essential. Lance Hayward, The Hayward Partnership, says: “Radical change only happens when we have a burning platform and right now we do have a burning platform. Aside from domestic schedules, volumes have plummeted by almost 70% and recovery forecasts are uncertain.

"On the plus side, rapid technological advancement and a shift in the consumer mindset have created opportunities to significantly improve efficiency and effectiveness and build meaningful consumer relationships through digitisation. This can help us really understand and deliver what is most important: choice, convenience, price, immediate fulfilment, and care for the planet.

“From the change perspective airlines need to act now to embrace new ways of working. It is tempting to cling to the hope that numbers will return and we can revert to old systems, but do that and we miss the opportunity for a radical step change in terms of operations, efficiency and profitability. I urge organisations to make a decision to change, to make the most out of this unexpected Covid-19 shake-up and come out of the pandemic with a better future. Now is the time to better join the dots and find the courage to establish and follow a new collaboration model.”

Michelle Green, at Tourvest, agrees: “The time to change radically is now. The devastating effects of Covid-19 has forced the industry to stop and reassess. Customers understood things had to change and that opened the door for airlines to introduce new ways of being. Customers have accepted reduced ranges, touchless solutions, QR codes, digital brochures and ordering apps and these all allow them to purchase when they want. rather than only when a trolley passes. Wider preordering choice also added convenience for the considered purchaser who plans ahead.

“These changes are the start of a new digital solution that allows airlines to tap into customers throughout their decision-making journey, offering them the right products at the right time, on the right device. The data analytics also allow the airline and retailer to reduce waste, pack dynamically and

improve the customer experience.

"Digital enhancement is still fairly new and costly, especially when tapping into airline legacy systems and transition takes time, but I remain optimistic that more airlines will accept and embrace change, and drive new solutions for the future. Having said that, it does feel like many airlines are currently moving cautiously and almost waiting for someone else to make a large step forward and test the water first. The trouble is if we wait too long and passenger numbers do return, it will potentially be harder to change. We will have lost our opportunity to build a new future-proof operating model that could also drive considerable revenue opportunities, encourage collaborations, and capture both impulse and considered purchasers pre, post and in flight.”

As suppliers support a profitable recovery our Get Onboard Now! Profits Action Group looked at the key areas along the customer journey where inflight service could help if done differently…

I urge organisations to make a decision to change, to make the most out of this unexpected Covid-19 shake-up Pre-order Pre-ordering seems like the dream solution to improving choice and cutting waste but the pick up rate is often as low as five per cent. It currently lacks immediacy and is often hidden deep within an airline’s website. The systems are not yet really dynamic and don’t scale up well enough to be of significant practical help in many cases. The amount of waste generated and food returned continues to show wrong decisions are being made on ordering – decisions are not based on data.

Bottom line thinking: Done well, pre-order can and will increase customer satisfaction by delivering what passengers really want. It can provide revenue through opportunities to upgrade meal options and add non-standard beverage items, but it needs to be strongly promoted. The concept is brilliant but it needs to be better positioned to get the take-up. Push the benefit of greater choice – front and centre – and take-up will grow.

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22 / FOCUS ON PROFITS

Currently the airline IT landscape is very fractured, different suppliers for buy-on-board, catering management, logistics all with different tech systems so airlines spend more on managing their IT systems than they should have to. If you simplify and integrate systems and make strategic decisions on where you want passengers to order, usage will increase.

ONBOARD CONNECTIVITY

people you are talking too, that provides a rare and valuable opportunity.”

DATA DANGERS ‘Data is king!’ is a common cry, but in truth getting the data is just part of the potential value, more critical is how you bring that data together within your organisation and use it. Many airlines don’t in fact know their clients that well, passengers book through many different channels, and those distributors may have more information than the carrier themselves.

Bottom line thinking: Airlines need to find ways to collaborate that do not jeopardise their data. Many are anxious data sharing will backfire on them, especially if they don’t have good control over it or use it unwisely.

Data offers routes to revenue but has to be handled carefully, by specialists, to ensure it is not used to just bombard and annoy customers. It is only useful when it adds value.

There are now many ways to provide connectivity onboard but how much revenue do these expensive systems bring in? Connectivity costs a lot to offer but the transaction rates currently seem low. Opportunities come with connectivity but you may question - does it really make much difference to profits if a passenger buys through a printed catalogue or via an app?

Likewise with entertainment – many younger travellers have already downloaded their choices before they board and rarely pay for gaming unless they are bored.

Bottom line thinking: Low cost carriers obviously use wifi connectivity to monetise the journey, selling the RETAIL SALES connection or devices. But more importantly digital The onboard environment is not a good retail products can allow airlines to offer passengers what environment – but passengers are a group of people they want, when they want it, and that can change the with a greater propensity to buy than if they were service model. Ultimately, connectivity gives an airline just receiving a cold marketing message elsewhere. added-value opportunities all along the passengers’ It is access to the wider market that is the real value decision-making journey, and the ability to sell to them around retail sales. in different ways to suit their mood – whether they Bottom line thinking: A digital retail offer adds value plan ahead or are impulsive throughout the passengers’ decisionbuyers. making journey. You can sell to them The passenger can also in different ways to suit their mood. tailor-make their own journey Michael Raasch, Omnevo, says: “It Data offers routes to is very easy to quickly lose a digital and this gives the airline the revenue but has to be customer especially post-pandemic opportunity to add choice, handled carefully, by when they have all got used to online without adding complexity, waste or weight. This in turn specialists, to ensure it retailing. Passengers expect Amazon opens up revenue avenues is not used to bombard levels of efficiency and airlines are and supports sustainability. and annoy customers under pressure to perform as fast, Kosicki says: “As onboard which is hard. Our team designs large internet opens up operational scale e-commerce platforms for retailers efficiencies and crew support, it will also create a and from that experience, we realize the key problem completely new way of doing business. Internet for airlines is that they just don’t really know how their onboard gives you access to the people, the most digital retail programmes should look. Do them well important thing you can have. Getting their attention and they will be well rewarded.“ and interacting with them – that is the difficult part.

"Imagine a world with new business models EXPANDING CHOICE where this access allows you to offer partnerships Airlines make most revenues when they find ways to passengers, for example, could receive a free sandwich offer the most choice. Extending the ways passengers in exchange for a five minute chat with an insurance can buy more from you, more often, can increase agent or a credit adviser. If you can segment the revenues, loyalty and satisfaction. onboardhospitality.com

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Bottom line thinking: Once you can see what is chosen by those given choice, you have powerful information to improve efficiency. This information enables you to go back down your supply chain and redefine your offer. It enables you to cut cost, waste and complexity in the system.

of future solutions. Break down barriers and work together and you can rebuild with a new solution that is better for everyone. It’s a brave move but ultimately infinitely better than trying to reshape the old model to suit new times. Airlines do collaborate with their code shares and alliances, loyalty schemes now it is time to see how airlines and suppliers can collaborate. It is likely to be about working differently. The transition ORGANISATIONAL CHANGE will be critical because one company trying to change The biggest obstacle to radical change seems to be everything isn’t necessarily going to work. We need internal. At the core of digital transformation is the collaboration and to review the distribution of profits. It ability of managers to shape their organization and is all about the bottom line along the supply chain , but allow for agile new ways of working, ways that ensure could there be new ways to divvy up the new products develop, new pot slightly differently. Perhaps moving responsibilities/ownership are away from end to end services to deliver established, and a culture of specialisation in different areas. These innovation is nurtured. This are the discussions that will radically has to come from within and 'Protection mode' is change the industry. requires leadership. quite dangerous The race is on – how fast can because it limits the art Michael Raasch, at Omnevo, says: “As certain factors come together, the business leaders transform of the possible in terms entire market starts to change, Covid-19 the organisation and eliminate of future solutions has created a tremendous chance for the established silos. The industry transformation, to improve process began with customer what we do and to do things differently. experience teams and crossDay to day it is hard but when you look in your rear functional working connecting departments to put the mirror and see where you've come from you realise customer first. progress is possible, people do change, their priorities Bottom line thinking: The next step is customer and habits change and the businesses which serve experience PLUS digitalisation. It require courage and them have to change too.” • vision. For some the best way will be to create another company alongside established set ups and instil that with the new structure and culture. Running dual processes provides proof of the system and allows a legacy business to evolve gradually, mirroring its disruptor. Having a strategy for change is the only way to keep ahead of the competitor.

COLLABORATION If we were starting to plan onboard customer service with a blank sheet, few would start from where we are today. The complexities and logistics of inflight service delivery are immense and make change seem overwhelming. However when you start thinking about how you can collaborate differently, collaborate better, to get a different solution, that is when change becomes possible. It requires new mindsets. Now is the time for that mindset.

So why bother: Understandably many airlines and suppliers are in ‘protection mode', protecting the revenues they have, but that can be dangerous because it limits the art of the possible in terms onboardhospitality.com

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TAKE YOUR PICK / 25

Winter warmers THORNTONS Whether it's served decadently topped with whipped cream and minimarshmallows or deliciously simple just on its own, hot chocolate is a winter's day staple. Thorntons luxury hot chocolate powder is availabe in both larger packets and single-serve 21g sachets. thorntons.co.uk

TAYLOR'S COFFEE

DRINK ME CHAI

HOTEL CHOCOLAT

The sweet and spicy flavours of a chai latte warm the drinker from the inside out. Drink Me Chai offers instant chai latte powder in a variety of flavours, with a vegan version to boot. As an added bonus, Drink Me Chai donates a portion of its profits to Pratha, a charity teaching disadvantaged children in India to read. drinkmechai.co.uk

For a real indulgent treat, Hotel Chocolat's hot chocolate sachets are made with flakes of real grated chocolate for a smooth, velvety finish. The flavour selection is impressive too, including Mayan Chilli & Cinnamon, Hazelnut Praline, Ginger, Vanilla White and Salted Caramel – to name just a few! hotelchocolat.com

TWININGS Warm up with a shot of wellness in the form of herbal tea. Twinings have all flavours covered, from Camomile & Orange to Liquorice & Spearmint, Fennel & Lemon Zest and Peppermint & Strawberry. there is a flavour combination to suit every taste. twinings.com

SWEET REVOLUTION Dairy-free and gluten-free, Sweet Revolution's Organic Instant Turmeric Latte with Black Pepper is sure to grab the attention of passengers.

Each cup contains half a teaspoon of turmeric is caffeine free and organic. sweetrevolution.co.uk

MIKE KENNEALLY

Convenient and compostable, coffee bags offer proper ground coffee without the hassle of a cafetière. Taylor's coffee bags come in four flavours, including Hot Lava Java, Rich Italian and Decaffé. taylorsofharrogate.co.uk

Say goodbye to winter chills with a steaming hot drink – the ultimate way to bring hygge onboard. April Waterston details six drinks to cosy up with

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26 / Next-Gen Forum

Getting started...

Internships and work placements get a mixed review: opportunity, exploitation, nepotism or a great leg up. We ask our Next-Gen Forum for their views and experience The next generation of onboard hospitality decision-makers needs to be heard, so we're here to give them a voice!

Onboard Hospitality has created the Next-Gen Forum, a panel of young professionals making their mark on the inflight services industry. They bring fresh perspectives and new ideas on hot topics and we will feature them in each issue of Onboard Hospitality and online. With the importance of recruitment at the forefront of discussions, this issue we ask...

Does our industry make the most of internships and work experience schemes?

What value do they bring to employees and businesses?

Helen Jones Product development manager for Niche Free From Kitchen I think there is always space to improve internships and work experience schemes. Having fresh new insights into existing systems can be a helpful disruption. I think companies need to make the airline and travel industry appealing to new talent with benefits and clear career progression, especially during a very unstable future for the travel market.

I got my first job in London as a chef through a mandatory six-month work placement which was a part of the

degree course I was studying. When I then wanted to transfer into the Product Development sector, I secured a paid internship with a great company which then led to a full-time position.

Both of these opportunities allowed me access to industries I had relevant

Having fresh new insights into existing systems can be a helpful disruption skills for, but no ‘on paper’ experience.

I worked extremely hard to prove I had the skills and to be kept on full-time but also learnt so much about the industry at the same time.

Alexandra Allen Design manager at John Horsfall I started my professional career with a year in industry as part of my degree, but within the clothing industry. It was a few years later that I started working within airline textiles.

Although I cannot comment on aviation internship schemes specifically, I can honestly say in my personal experience it was probably the most useful element of my degree.

My internship was organised through my university, which brought awareness of companies and roles I hadn’t even

been contemplated previously. A well-advertised internship scheme would similarly raise awareness of the potential of the sector for great roles.

Time spent in real-life industry, tackling day-to-day challenges was how I learnt the majority of my important skills, and better yet, perfected them. On the other side of the coin, businesses can potentially receive a fresh approach and different viewpoint from someone completely new to the business, posing questions that may not have been addressed in a long while.

No matter the sector, I would recommend industry experience wherever possible to anyone starting off in their career.

Bernd Koperdraad Export manager, Sola The Netherlands Even though I have not worked in this industry for too long, I don’t really get the feeling that it is making the most of internships.There seems to be a gap in this market because if you look at the vacancies open in our industry, there are almost zero offering internship.

These schemes really can bring some great value long-term. They give both sides the chance to see if the role and person are well matched. If an internship works well and the person brings value to the team, employing them on a contract will be less of a risk.

The business will have already invested

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Next-Gen Forum

time and training on this person so they will skip the whole process of learning the ropes anew.

Anne Charlotte Moreel Lead designer, Clip Limited Internships are important to promote the aviation industry. I myself discovered this universe during an internship at Clip, as an industrial designer, and now it's my turn to introduce this sector to other young designers.

Internships allow students or young graduates to start in the world of work, they learn a lot with us about the design process, materials and techniques, and it is really beneficial for their future.

For the company, these interns are a wave of freshness. They come with new ideas, they are very creative, and don't yet know the 'constraints' associated with aviation standards. They may come

up with new ideas that are not feasible at the time, but which, with a little work and restructuring, make it possible to create innovative and never-beforeseen products. It is through these ideas that the aviation industry will evolve.

April Waterston Assistant Editor, Onboard Hospitality Magazine I have heard of some negative experiences around placements and internships. They can be hard to secure unless you know the right people, or not really provide any proper training or insights. I wanted to get good value from my experience, and didn't just want to feel I was a dog's body and unappreciated. Mine was organised through my university and gave me an invaluable experience, increasing my employability and broadening my horizons, which in

Next-GeN Forum / 27

turn encouraged me to think about wider career options. I think the set up and structure of a placement is key. My university had forged great relationships with companies, both within the UK and internationally, to help place students and I think this is when placements work best.

Internships really are a two-way street.

Does your business offer internships?

Get in touch for our forthcoming feature on this topic and share the value and guidance you can provide new starters.

Get iNvolveD

are you (relatively!) New to the iNDustry?

Have your say by joining the Next-Gen Forum. Contact april. waterston@onboardhospitality.com

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28 / THINK TWICE

Think twice about inflight priorities Two of our Next-Gen Forum, Helen Jones and Emily Mills, reimagine aviation from a youth/eco perspective Travel certainly remains a priority for young people and in some cases it is more important than ever. University is not the only goal, travelling or taking time out to explore the world and its options have moved up the agenda as career paths have changed and become more fluid.

Crew also make a big difference but with Younger people want more information the reduced contact brought by COVID-19 so they can make informed decisions on this added value has shifted when it comes who to fly with and why, and while there is to service and food onboard. Good new surely always going to be a place for cabin developments are coming through. Preclasses on longer flights, expectations have boarding stress has been alleviated by apps shifted. Flying is no longer the privilege of the for all the up-to-date information, and these exclusive few and the differences between could surely go even further to cover flight, low cost carriers and scheduled airlines in parking, transfers, economy are getting boarding, lounge slimmer. Many low-cost booking, pre-ordering a airlines are every bit as magazine and more. good, competition is Younger people want fierce and the difference more information so they Digitisation of cabins, for ordering drinks, needs to be obvious for can make informed snacks, and shopping young people to buy it. decisions on who to fly onboard also makes Sustainability is a key with and why so much sense; and point. Little actions build pre-ordering of meals, to make a big difference snacks and drinks, so it’s important to regardless of class, would clearly reduce shout about those and have pride in the wastage in a positive way. little things, however small and insignificant Loyalty systems really need to be refreshed they seem in the wider scheme of things. to reflect the lifestyle and current priorities We'd like to see carbon off-setting more of younger flyers, including younger clearly explained and available to make the business travellers. Many of the established environmental cost of flying obvious; and programmes and assoicated apps are a move to rotable serviceware, wherever lifeless and soulless and don't really grab the possible, would be a visually obvious way to attention necessary. eliminate single use plastics.

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Food for thought The food offer should be indigenous wherever possible or, if not, a complete frozen solution to minimise waste. Meat or animal-based products would cost more to off-set the carbon; eating sustainable plant-based products would be rewarded. All menus and snacks would be completely gluten, nut and sesame-free with no 'may contain' caveats, ensuring total inclusion and food safety for all. All drinks would be selected for their eco credentials.

Thoughtful material

In conversation with their boss, industry veteran Marc Warde, Emily and Helen debated just what a new-launch Eco airline with its own sustainability USP might look:

Brand identity Airlines always want their own unique identity but standing out has become harder as planes are broadly so similar and seats differ less and less. For us a one class airline offering everyone Premium Economy level of comfort and service is best suited to the modern traveller of today. This, combined with clear sustainability priorities would have great appeal especailly if the USP is genuine and in evidence across every element of the travel experience. How about calling it EcoFly - for the world we inhabit.

Tech savvy Our dream airline would have a seamless booking process and be fully digitised for every passenger interaction with the airline. It would be paper-free. All reading material, menus and retail offers would digitised so there'd be no printing and less weight. F&B would all be pre- ordered.

IFE would feature films and documentaries.

Aircraft interiors would reflect the eco USP by using LED lighting, eco and second-life materials. Any amenities too would come with clearly-shown eco credentials and second-life purposes. Aircraft would use and explain e-fuel, until electric planes or alternative power become a reality.

Reinvent the experience We'd look at experiential programming onboard, perhaps passengers could learn a new skill or interact via text with fellow passengers. The loyalty programme would be more like club membership. It would care about you and remember your birthday, points or flights would mean prizes, flights, and off-setting of carbon. We'd like to see development of eco lounges too where entry is earned for loyalty or eco actions. And how about customer focussed sustainability projects that invite passengers and club members to participate - plant a forest, clean up the streets, active recycling, and other SDG goals.

Follow up The whole experience matters so garnering feedback post-flight would be essential. It seems to get forgotten.

We should be following up on what was good, what was not, and reacting accordingly.

Helen, Emily and Marc work for Niche Free-from Kitchen and are part of our Get Onboard Now! PLANET Action Group focused on onboard sustainability, and our Next-Gen Forum, giving young leaders a voice and supporting positive rethinking and recovery.

Want to be involved?

Contact julie.baxter@ onboardhospitality.com

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30 / THOUGHTS ON TRAVEL

Trapped

travel

Whilst our industry strives to create the best experience for passengers onboard, other elements of the travel product remain unpredictable.

April Waterston talks to travel industry experts to discover their views

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ecember 9, 2021 marked my first long-haul flight since COVID took hold. I was practically giddy with excitement to board the plane, grinning ear-to-ear from take-off to landing. I savoured what previously I might have taken for granted: scrolling through the IFE, the drinks service, choosing my meal. Ultimately those eight hours were well spent soaking in the onboard service – for me, the joy of travel was back at last.

Here at Onboard Hospitality we’ve been championing the inflight experience as an essential component in reinvigorating the ‘joy’ of travel for the past 18 months. However, despite my favourable experience onboard, overall I found the travel experience to be incredibly stressful. The rapidly changing rules for testing and quarantine caused many a headache, and collating the correct proof of vaccines, tests and

so on was trickier than I had expected. Even with the VeriFLY app at hand, the amount of research needed to ensure I was doing the right tests at the right time, and trying to source the correct documents all from my mobile device was less than ideal. Considering my job keeps me at the for front of the latest necessities to travel, the fact that even I struggled to travel confidently led me to sympathise with passengers who may be less clued up and seriously put off booking.

Everything the onboard sector does is with the passenger experience in mind. But, ultimately, the passenger experience is far further reaching than just the time onboard. With that in mind, I spoke to two travel industry experts and fellow journalists to explore wider sentiment among business and leisure travellers from the UK – seeing this as something of an indicator of global trends – and asked what more can be done to support a smooth recovery.

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Business travellers As editor of The Business Travel Magazine, Bev Fearis is an expert on the UK business travel sector. She is beginning the new year with a sense of optimism.

“There’s no doubt the arrival of Omicron set the recovery back a bit towards the end of 2021 but the UK Government’s decision to relax the testing and quarantine rules for arrivals has helped boost business travel confidence again,” she says.

“As we saw when restrictions were eased last autumn, there’s definitely a pent-up demand for face-to-face meetings. After months of being restricted to virtual communication, business people are keen to meet in person again and as soon as borders were opened on key business routes, particularly transatlantic routes, my opinion, of instilling bookings came rushing in. confidence in flying in “According to the latest relation to passenger Airlines need to help survey by the Global passengers navigate the health and hygiene and Business Travel Association, complexities of testing communicated all the extra half of global senior finance measures very effectively to and quarantine measures their customers. But what’s professionals expect their company’s business travel denting confidence now isn’t spend to reach 2019 levels in 2022 while 86% of so much the fear of catching COVID onboard business travellers report that they need to travel or at the airport but rather the fear of being to meet their business goals.” stranded overseas or being forced to quarantine due to the COVID rules suddenly changing or not having the correct paperwork. Even for frequent Are we doing enough? business travellers it’s difficult to keep track of Are airlines taking the right steps to encourage the fast-changing rules – ie. knowing what type of travellers back onboard? Fearis thinks they're test is required, how many days before the flight heading in the right direction. “From very early you need to take the test, what documentation on in the pandemic airlines did a great job, in you need to provide and in what format. It’s also expensive and time-consuming to do the tests and the necessary paperwork.

“What airlines need to focus on now is helping passengers navigate the complexities of testing and quarantine measures to make it as stressfree as possible. The industry has gone some way to doing this with the various digital health passports – CommonPass, VeriFLY, the IATA Travel Pass to name just a few – but there needs to be one common, global system. I think a standard, regulated scheme is what is required to gain the confidence and trust of travellers.”

On the ground When it comes to boosting passenger numbers on rail, Fearis feels there is room for onboardhospitality.com

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32 / THOUGHTS ON TRAVEL

improvement. “The pandemic pause has intensified the focus on sustainability in boardrooms across the world and the rail sector stands to benefit, in theory, but there are still barriers when it comes to switching from air to rail. Cost, the reliability of service (particularly with the recent impact of COVID absence) and good connections are all key for business travellers, but areas where rail can fall short.

“From my own personal experience, the quality and reliability of onboard wifi is not where it needs to be. On two recent rail journeys, where posters everywhere boasted about the free wifi, I was unable to connect. On the way to a recent conference, with 20-plus fellow delegates in Premium, none of us were able to connect to the wifi or make use of an app which promised the option of ordering refreshments from the comfort of our seats. In the end, this meant walking from one end of the train to the other, through many busy carriages, to get a cup of tea. Reliability is key."

leads to a reintroduction of confidencesapping procedures and protocols need for travel and costly tests.”

Cruising along

“The cruise industry found itself in the eye of the storm at the very start of the pandemic when there was an outbreak aboard a Princess Cruises’ ship that led to a long period of enforced onboard quarantine for passengers and over 25 deaths. Cruising effectively shut down for over 18 months, with countries around the world banning ships.

“The industry has worked tirelessly to put new measures in place to reassure nervous travellers. Several cruise lines enjoyed a highly successful series of Round Consumers need to be UK cruises last summer, Leisure travellers reassured that when designed to show that cruising Steve Hartridge is editor of they book a holiday, it was, once again, a safe travel Selling Travel Magazine, and option. However, every time with decades of experience will actually happen the sector seems on the point as both a traveller and of a full recovery, another travel journalist under his outbreak of COVID on another ship somewhere belt, he is well-positioned to speak on behalf of in the world knocks it back again. Ocean cruising holidaymakers, travel agents and tour operators particularly is still in recovery mode. How do alike. On the whole Hartridge feels a sense of you plan a round-the-world or multi-destination positivity within the leisure travel sector as we voyage if the chances are that a significant head in to the new year. number of those countries could still be closed to “It feels like a long-awaited corner might have foreign nationals? Royal Caribbean International, turned,” he says. “Confidence and bookings for example, has recently cancelled sailings up for international travel is looking increasingly until March on four ships due to the continuing positive, according to tour operators such as spread of COVID-19.”

Jet 2 and easyjet Holidays that immediately saw a big increase in bookings. Similarly, Not Just Travel said up to January 10 there was a 50% Remaining obstacles year-on-year increase in bookings from “In my view, recovery is all about two things: the post-Christmas period, a positive Restoring greater confidence, and the practical sign that travel is on the up. side of the ease and cost of travel," Hartridge “I think it is now a case of concludes. "Consumers need to be reassured taking a collective intake that when they book a holiday, it will actually of breath and hoping happen, they will go and arrive back on their that there will be no intended times and that the chances are they will other twist in the return back healthy. We are getting there but not COVID story that quite there yet.” • onboardhospitality.com

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IN CONVERSATION / 33

for once all departments have customer experience in their scope Spain's first private highspeed rail operator, Iryo, launches in 2022. Pep Manich Grau explains how he is building the customer experience from scratch

W

e started designing this new customer experience in January 2021 with a completely blank sheet of paper.

We looked at what is currently on offer and at what today's customer really wants, and we knew we had to focus on a smooth digital experience, personalisation and creating a real 'wow' factor onboard.

My role as Customer Experience Director is at the heart of the launch and I had the opportunity to work with all departments from the start.

The goal was to ensure the technology behind the scenes works for everyone from reservations and operations to the ordering of food and marketing personalised offers. This is a rare opportunity and for once puts the customer experience within every department's scope from the start

which is so much easier than trying to adapt legacy systems and join up departmental silos, as often has to happen in airlines.

Personalisation made easy Our system allows us to build a customer experience file for every customer, accessible to every department, and that means it will be easy to tailor to their needs. It means we will be able to monitor demand and reaction to our offers, and instantly change them if they are not well received. It means we can be very proactive in what we offer and how we present product.

Having worked previously in onboard retail, supplier, airline and cabin crew, I am clear that service delivery is

absolutely critical to success. The crew members are all part of our customer experience team and drive our vision.

We are training 390 onboard assistants who will be trained to work across both onboard and in-station roles so they fully understand and, therefore, can actively support all parts of their passengers' journey.

Full details of the onboard service will be released later in the year. It will include at-seat trolley service and a cafe/bar carriage and it is safe to say it will be a new model of service.

Iryo will initially offer regional services within Spain beginning in the third quarter of 2022. It is 55% owned by regional airline, Air Nostrum, and 45%

by Trenitalia. •

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The Sustainability issue

Partner with Onboard Hospitality magazine and help make sustainable change happen!

Care about the planet?

Working to support inflight change?

Get involved with the next issue of Onboard Hospitality

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The next issue will include: • Sustainability sentiment survey • Features on airline/rail/cruise priorities • Interviews with key players and experts • Case studies on designing for change • Profiles going behind the products/companies • Solution blueprints – sharing your new thinking • Corporate social commitments – showcase yours!

• Social Development Goals • Sustainability heroes – spotlight on Award winners • Industry champions – sustainability heroes of 2022

1/18/22 03:56 PM

Readership survey In collaboration with our Planet Action Group, Onboard Hospitality has launched the Onboard Hospitality Sustainability Sentiment Survey 2022.

Look out for the survey in your inbox and take just a few minutes to help us understand the market with seven quick questions.

The results will be shared and debated in our WTCE issue out in June.

Promote your eco credentials Sustainability is moving up the agenda post-Covid. Be sure airlines, cruise and rail operators understand your point of difference and the quality of your eco credentials.

Promotional opportunities are now available to help you stand out from the crowd with: Sustainability themed advertorials • Eco product round-ups • Eco brand advertising • Online content/video opportunities • Social media partnerships • Website takeovers • and more…

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36 / IN CONVERSATION

i believe it is our job to find the opportunities for change Cooperation is key, says LSG-Group's Simon Frischemeier, chairperson of the Airline Catering Association's sustainability working group

T

he very nature of a topic like sustainability requires cooperation. There are many challenges better overcome if we work together across the industry. That was my main motivation for taking on this role on the working group.

At LSG Group we had already identified Sustainable Development Goal 17, Partnership for the Goals, as one of our priorities and the working group supports this bringing together representatives from gategroup, dnata, Newrest, KLM Catering Services and ServAir, plus Fabio Gamba, MD of the Airline Catering Association (ACA) and Airport Services Association (ASA).

The committee has three main aims: to establish a collective understanding and holistic approach to sustainability; to provide a platform where members can share their knowledge and best practices; and to enable change by

giving voice to the airline caterers.

The biggest opportunities for change actually lie in the group’s priorities.

Firstly, by speaking as one, the airline catering industry’s voice can be better heard when it comes to sustainabilityspecific regulations. Secondly, the committee can identify common pain points and take collective action. Finally, providing a platform for members, enables collaborative solutions to issues such as waste management and developing industry guidelines.

Positive progress I am confident we can make good progress and we already have. We’re fine-tuning our focus while also navigating the pandemic but the topic of sustainability remains key for us all.

The working group remains open to cooperation with other stakeholders, and we are looking for opportunities.

After all, certain sustainability goals are better achieved through partnership and collective change. At present, the working group has already been in touch with another association to exchange on our current efforts.

We believe the industry is open to change. Over the past three years, there has been a visible focus on sustainability from many airlines. However, we are navigating a heavily regulated industry, which sometimes poses limitations. I believe it is our job to find opportunities for change, and to collaborate with customers to develop sustainable products and services that will benefit all stakeholders. •

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TAKE YOUR PICK / 37

Snack attack M&M'S Topping the YouGov poll of 7,000 U.S. consumers, M&Ms seem to have every taste preference covered from its classic chocolate covered peanut to the M&M's minis and multiple flavours in between. An iconic snack with a plethora of merchanise. mms.com

OREO The traditional cream biscuit turned global superstar. The Oreo cookie, with its creamfilled chocolate biscuits, has been on the shelves since 1912. It generates billions of dollars in global revenue every year. oreo.com

As passengers return and simple snacks get back onboard, Julie Baxter spotlights six retail treats currently favourite in the U.S, according to a new YouGov poll

DORITOS

RITZ

The moorish Doritos tortilla chip was originally created to emulate a traditional Mexican snack, and has now grown into a global phenomenon. Nacho cheese-flavour remains the star performer with the cool ranch variety hitting all the right taste buds for many. doritos.com

A favourite through generations, the original disc-shaped salty cracker, with its distinct perforations and scalloped edge, has been a staple snack since the 1930s. Now reimagined as thins, with 'bits' and in a variety of fresh and wholewheat incarnations. ritzcrackers.com

HERSHEY'S Hershey's milk chocolate is said to remind its fans of childhood camping trips making s'mores. For a mini treat, Hershey's iconic 'Kisses' offer a sweet bite of chocolate in an easyto-handle format that has made them a favourite. hersheyland.com

REESE'S The Reese's Pieces and Reese's Peanut Butter Cup are a combination of peanut butter and chocolate that is pretty hard to beat for those who like a sweet and savoury double-act. hersheyland.com/reeses

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38 / AWARDS 2022

2022 CELEBRATING EXCELLENCE, RESILIENCE AND INNOVATION FOR THE ONBOARD HOSPITALITY INDUSTRY IN AIR, RAIL, CRUISE AND FERRIES

The Onboard Hospitality Awards are the leading awards in the industry, championing products and services that innovate and change the passenger experience for the better NOW OPEN FOR ENTRIES Closing date for entries: February 28, 2022

Enter online at onboardhospitality.com/awards onboardhospitality.com/awards

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AWARDS 2022 / 39

AWARD CATEGORIES AMENITIES • BEVERAGE • CATERING INNOVATION • FOOD SERVICE EQUIPMENT • KIDS ONBOARD • SNACKS • SUSTAINABILITY • ONBOARD TECHNOLOGY • TEXTILES • WELLBEING The awards also recognise products not yet onboard in a ONES TO WATCH category for products targeting the onboard hospitality sector

BACK FOR 2022

CABIN CONCEPT OF THE YEAR 2022 Recognising innovation in the passenger experience This prestigious airline award will recognise cabin-wide innovation created by multiple touchpoints.

Share your new cabin vision be it in style, service, catering or comfort TO ENTER onboardhospitality.com/awards craig.mcquinn@onboardhospitality.com

Cabin Concept of the Year 2022

INDUSTRY CHAMPIONS Shine a light on the star performers within your company with a nomination for our INDUSTRY CHAMPIONS AWARD. Entries to this category are completely free!

For further details and queries contact: sue.williams@onboardhospitality.com Full details and online entries available at onboardhospitality.com/awards onboardhospitality.com/awards

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40 / AWARDS 2021

WINNING WAYS...

We catch up with four of our Onboard Hospitality Awards 2021 winners to learn more about their entries and discover what the recognition means to their teams…

RETAIL IN MOTION Retail inMotion won Best Onboard Snacks for Economy 2021 with its Sprungli SWISS Cold Cuts Platter “The COVID-19 pandemic changed everything, so this year, we couldn’t physically celebrate the win with our colleagues.

Nevertheless, we are very honoured to have won this award again – there is really no better feeling than being recognised for our work.

“The new service and product concept, which translates into brand-specific culinary assortments, allows us to meet the individual needs of our clients. Furthermore, through greater product portfolios, we are able to meet the demands that have surged due to the pandemic, such as vegan and gluten-free options, and factors like sustainability and regionality.” onboardhospitality.com/awards

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AWARDS 2021 / 41

BUZZ PRODUCTS

CLIP ONBOARD

Buzz won Best Onboard Amenity Kits in First/ Business with its Penhaligon kit for Singapore Airlines

Clip won Best Onboard Service Equipment – for Passengers with its Guzzini tableware for EVA Air

“Originally slated to go onboard in early 2020, the launch of this product was delayed due to Covid-19 but winning this award, in partnership with Singapore Airlines and Penhaligon, was well worth the wait and gives recognition to a partnership that has been well received by passengers.

"The kit is a green, branded foliostyle bag featuring a signature perfume bottle stopper shaped zip pull. Inside the kit are three Penhaligon skin care products: Quercus Lip Balm, Quercus Hand Lotion and Quercus Facial Mist.

The kit features a stylish, unisex design that will be used and reused beyond the flight. The fit is perfect as a travel kit for washroom amenities, personal items or as a tech organiser. The bag is designed with an extended zip curving around two sides allowing a widened opening for flexibility of use.

“At Buzz, we are continually focussing on redefining the customer experience for travellers by tapping into the key trends and the evolving needs of passengers. With sustainability a key focus for airlines and travellers alike, Buzz is focused on creating thoughtfully and recently launched an amenity project using renewable and recyclable materials, with a focus on zero waste.”

“Winning this award felt amazing!

We are so proud and happy to receive it. A lot of work went into the design and development of the products.

“The EVA AIR equipment is not only elegant but also extremely durable and functional, combining high quality materials with sophisticated sculptural design. With every design choice centered on the comfort of passengers and enhancing the meal experience on board, the items are also made to last, fighting against the use for single-use plastics. The tray, long plate, twocolour bowl and cup are made from injection plastic so can be washed up to 80 or more times. The glass bowl complements the two-colour plastic bowl, the main casserole is made from light-weight china and the paper liner and napkin are from eco-friendly paper. Stainless steel cutlery is used as well as lead-free crystal glass.

“We are always grateful to our airline customers for their trust and confidence; and also to our supply partners who ensure we deliver quality products in collaboration with our amazing design team full of creativity!

Our business model would not work without all parties! A big thank-you!”

AIRFI.AERO Airfi won Best use of Onboard Technology for Scoothub “Winning this award was validation for our vision to enable a real ‘Mall in the Sky’ for airlines and their passengers.

We are extremely pleased that this vision coincided so well with that of Scoot's development team.

“ScootHub is an integrated entertainment, retail and service deployment - the first of its kind in the region - and empowers Scoot’s passengers to consume, shop, and be engaged and entertained from the comfort and safety of their own seats, using their own devices while inflight. ScootHub is powered by AirFi's proprietary hardware and inflight ancillary revenue platform. The integration of all these services and applications with existing onboard crew processes allows Scoot to offer a safer, touchless and more intuitive customer experience onboard as travel recovers and resumes post the covid-19 pandemic.

“We thank our partner SATS as well for being an active part of this journey too. We are extremely proud of our internal teams which continue to work very hard, every day, as we continuously refine ScootHub to introduce exciting new applications.”

FOR YOUR CHANCE TO WIN, ENTER OUR 2022 AWARDS NOW AT ONBOARDHOSPITALITY. COM/AWARDS onboardhospitality.com/awards

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42 / GLOBAL PERSPECTIVE

The world view We're going global every day by going social.

Meet us in the virtual world via Twitter and LinkedIn. Here's just some of the digital chat you may have missed...

Follow us for more: @OBHMagazine and linkedin.com

Cancel culture

Booze ban inflight Finnish national flag carrier Finnair has been forced to ban alcohol sales on its domestic flights, after 17:00, to comply with its government's Covid-19 regulations. The rules were designed to reduce drinking in bars and restaurants on the ground and hence reduce the risk of pressures on the national hospitals coping with the pandemic but they were subsequently also confirmed to apply to service inflight. @Finnair

Aviation analytics business Cirium reports December 2021 was the busiest month of the year for flight cancellations globally. The total number of flights cancelled was 2.43 million, with 59,240 of those taking place between December 24 and January 3. Cancellations were due to operational challenges around the Omicron surge and winter weather, and took numbers six times higher than in 2019 and two and half times higher than in 2020. 20,500 flights were cancelled in the first three days of the new year 2022 alone. @cirium

Job swap Girl power Staff at LSG Sky Chefs in Angola have been doing their bit to support a shelter for abandoned girls (Associação de Apoio a Criança Abandonada) with treats and food donations. As part of an on-going commitment, they donated food essentials such as 20kg of fish, 15kg chicken legs, 10kg of butter and 10kg of beans which were all used to provide hot meals for the girls, plus sweets from Germany. @lsgskychefs

SATS staff from across the organisation have been given the chance to step into the shoes of a colleague. As passenger numbers began to increase at Changi Airport SATS staff were encouraged to volunteer and try out in passenger service roles such as Counter Ambassadors and Gate Duty Ambassadors to assist their Gateway colleagues in frontline operations. The process helped ease co-worker stress at peak times and gave colleagues new insights into each other's roles. @SatsGroup

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GLOBAL PERSPECTIVE / 43

Eco hard talk

Eco food studies The Culinary Institute of America (CIA) has launched a new online Masters Degree in Sustainable Food Systems designed for professionals who want to champion sustainable business models and support organisational change in the culinary arena. A leader in the food education sector, CIA's new course approaches sustainability issues through a culinary lens looking at the people who grow food, distribute food, prepare food, serve food, and the impacts of food on the broader community. @CIACulinary

Gategroup business deSter has been recognised at the German Design Awards for its new sustainable packaging concept for Lufthansa Onboard Delights & SWISS Saveurs. Winning in the 'Excellent Communications Design' category, the spotlight fell on the company's modular packaging system developed for F&B retail on short- and medium-haul flights. Boxes and bowls can be used flexibly as menus change, and are made from PaperWise, a 100% agricultural residual material.

The bowls are based on the FSC-certified kraft paper. Branded labels and banderoles also function as a seal, guaranteeing a hygienic 'first opening'. @deSterGroup

Getting personal The Covid pandemic has brought with it a boom in demand for personal chefs as diners are forced to find new ways to dine while restaurants are closed or restricted. The United States Personal Chef Association estimates there are now 5000-6000 personal chefs working nationwide and the Hong Kong Chef Association reports personal chefs have become Covid-19's lockdown luxury service. Users value the personal attention, reduced hygiene risks and initimate home setting.

Could Book the Cook trends onboard see a revival too? @USPCA; uspca.com

Crew gifting The Newrest Corporate Social Responsibility team in Atlanta set out to deliver joy during the holiday season by delivering a golden star to every Newrest flight catered.

Inside was a chocolate surprise for crew. The team delivered chocolate boxes to Delta Airlines crews to share on their flight in recognition of the fact that they had to work during the festive season and were unable to spend the day with their families. @newrestgroup

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EMBRACING PEOPLE, DIVERSITY AND COMMUNITIES

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