Onboard Hospitality 90 June/July 2022

ONBOARD HOSPITALITY • ISSUE 9 0 • JUNE/ J ULYL 2022

Back to business with plenty of reasons to be cheerful WTCE Preview • Our 2022 Awards Finalists

JUNE/JULY 2022 ISSUE 90

PUTTING PEOPLE FIRST RECOVERY IN ACTION AWARDS FINALISTS

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Inside this issue...

16

PEOPLE 16

23

24

27

28

Recruitment: Nurturing our talent How to: Onboard staff effectively Inspiring the Next-Gen: Why I love my job Focus on: Learning and development Recruitment: Rail's new role call

31

Get set for Hamburg with our 13-page product to preview. See you there: Stand 4E71 Be sure to bring your smiles! #SmileWithOBH

62 67

Meet the judges Cabin Concept of the Year 2022 2022 entries & finalists

Kids' branding: Curated fun In conversation: Bill Carrejo, Linstol Opinion: Lance Hayward Think twice: True pricing Taking off: Textiles

78

Cruise catering: Food love stories Catering: Cooking up a recovery Beverage products: New priorities

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RETAIL 61 Cruise retail: Selling onboard

REGULARS

88 90 96

DESIGN & INNOVATION

FOOD & BEVERAGE 45 50 56

87

62 69 70 74

45

WTCE PREVIEW

7 Industry update / 20 In debate: Mental wellbeing / 42

ONBOARD TECH INNOVATION 78 83 85

Connected onnected retail: Retail tech Opinion: David Whelan, Valour How to: Sell well digitally

OUR SUSTAINABILITY SURVEY

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WELCOME / 5

EDITORIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com DIGITAL EDITOR April Waterston april.waterston@onboardhospitality.com

Reasons to be cheerful...

P

eople are the heart and soul of our sector and finally we're able to connect in person again. The world is opening up, and there is new hope and optimism in the air.

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

PUBLISHER 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

BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady SUBSCRIPTIONS Kay Fisher subscriptions@bmipublishing.co.uk (PRINT) ISSN 2046-2042. ©BMI PUBLISHING LTD 2022. ONBOARD HOSPITALITY IS PUBLISHED BY BMI PUBLISHING LTD: 501 THE RESIDENCE, NO. 1 ALEXANDRA TERRACE, GUILDFORD, GU1 3DA, 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. Regularly read in over 70 countries worldwide and mailed to our 23,000+ 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

#SmileWithOBH

As tickets are booked for WTCE/AIX Hamburg, it is time to cast off the despondency, look up from the survival strategy, and rediscover the joy and creativity of our sector. It is time to reconnect with friends and colleagues, old and new; it's time to shake hands, bump fists, raise a glass, and maybe dare to hug!

We've missed you all and knowing we will see you soon is making us smile. That's why we are smiling all over our front cover and will be sharing more smiles through a social media (see page 31). We've worked hard to provide a little glue to hold the sector together virtually when times were tough, but now we can't wait to meet again, hear your news, and share our latest issue in person – you'll see it is packed full of reasons to be cheerful. Check out the fab entries and finalists in our Onboard Hospitality Awards, for starters, and see who's joining us at the Taste of Travel Theatre debates.

We're putting you first in our coverage with a regular new People section focused on nurturing industry talent and supporting wellbeing, and we urge you all to take time for your own mental health as you all work tirelessly to do more with less.

We try to be here for you, through the good times and the bad, but for now all we want is to see your smiles.

Back to business...

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

ALL OF A TWITTER

RECOGNISING EXCELLENCE, RESILIENCE AND INNOVATION IN AIR, RAIL, CRUISE AND FERRIES

onboardhospitality.com/awards

We aim to help you connect in the virtual world, too.

Follow us on Twitter, Linkedin and Instagram. Use #OBHMag and #OBHAwards to follow the conversation.

WINNERS!

Our 2022 Onboard Hospitality Awards winners will be announced on the Taste of Travel Theatre at WTCE, Hamburg on June 14, 4.30pm. And online. Contact: Sue Williams

TECH TALK

Check out our latest issue of Onboard Tech Innovation.

Bringing you news, views, tech solutions and case studies from the AIX halls and beyond.

Contact: April Waterston

onboardhospitality.com

PEOPLE FIRST

Look out for the new People section in this issue and send us your HR success stories, your recruitment and training solutions.

We're putting people first.

Contact: Julie Baxter

GET ONBOARD NOW!

Our Get Onboard Now! campaign supports the people, products and services driving recovery, and to provide a platform for leadership and debate.

Watch out for new ways to connect.

Contact: Julie Baxter

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industry update / 7 Top stories from across the industry

industry

update

Top stories from across the industry

Connect

Inmarsat and Honeywell claim a new era in inflight connectivity speeds

8

On track

Eurostar focuses on flavours and local sourcing for its new summer menus

13

All at sea

Cruise giant, Carnival, commits to net zero maritime initiatives

14

11

In the air

Finnair's stylish new dining concepts take flight onboardhospitality.com

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New era for high speed wifi inflight

Saudia rewards green choices Saudia has become the first airline in the world to implement Green Points, a programme that rewards passengers for helping to protect the environment.

Green Points is a bold but straightforward programme that provides loyalty point incentives or charitable giving for simple actions that have a profound impact. An InfiniteLives initiative, guests are rewarded for opting out of amenity kits, choosing less luggage and pre-selecting their meals at online check-in, reducing waste and the weight of stock onboard – hence saving fuel. Jennifer Piggott, CEO InfiniteLives Green Points, said: “Green Points encourages guests to make smart choices.

Working together, we can cut waste and cut carbon emissions by a remarkable amount.” infinitelives.com/green-points

Inmarsat and Honeywell have launched a new satellite-based inflight connectivity service, SwiftJet, to enter commercial service early 2023, delivering the fastest ever speeds over L-band.

As one of the first new services to be introduced on Inmarsat’s ELERA satellite network, SwiftJet will offer seamless global coverage across flight routes with maximum speeds of 2.6Mbps, up to six times faster than Inmarsat’s existing business aviation connectivity solution over L-band. This will allow passengers to create a secure ‘office in the sky’ with enhanced capabilities for video calls, web browsing, email, texting, cloudsyncing and collaboration tools such as Microsoft Teams. Social media and video applications such as TikTok and YouTube, which were previously challenging over L-band, will also be enabled. inmarsat.com

Emirates unveils its new Premium Economy cabin Emirates has unveiled its new Premium Economy offering.

The new cabin class will be available to customers travelling on A380 routes to London, Paris, Sydney from August, and Christchurch from December.

The cabin includes cream-coloured

leather seats 19.5 inches wide and with a 40 inch pitch, 13.3 inch screens, charging points and a side cocktail table. Customers will receive sustainable blankets and amenity kits and the dining experience will incorporate elements inspired by Business class. emirates.com

FlyFit for skin health FlyFit has launched a vitamin and mineral-enriched skincare range designed to restore, energise and build immunity for travellers on the go. Led by science based technology the wellness products include key active ingredients to combat stress, anxiety and fatigue. flyfit.com

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10 / industry update Top stories from across the industry

Aeroméxico targets eco Aeroméxico and Kaelis have joined forces in the The Sustainable Flight Challenge from Skyteam, an initiative to create the most sustainable single flight.

Kaelis created environmentally-friendly inflight products made from a range of recycled, biodegradable and compostable materials which were reusable and recyclable.

Passengers on the Aeroméxico flight received comfort items made from recycled plastic bottles. Meals were served with a range of sustainable products such as cups, napkins and cutlery made from sugar cane, bamboo or recycled paper, thus avoiding single-use plastics or plastic containers. kaelis.world

Retail inMotion targets Prism solutions for a better planet Retail inMotion (RiM) has launched a new sustainability strategy pulling together IT solutions and the entire onboard retail value chain including product selection, sourcing, loading, and crew processes.

RiM’s Prism solutions aim to minimise environmental impacts linked with operations, and reduce airlines’ footprint by using business intelligence and data expertise to optimise their loading. RiM hopes to use this strategy to be a catalyst of change in the aviation industry and to support its airline partners in offering a research-proven, sustainable product portfolio, as well as sustainable packaging and printing options. It also helps identify planning and logistics improvements using AI intelligence to cut waste. retailinmotion.com

Aire Inflight FZE

Visitonboardhospitality.com us at stand: 1E111 Aire_Inflight.indd 18 Industry Update v14.indd 10

Jebel Ali Free Zone Office Warehouse No. FZSIAM06 P.O. Box 18424 Dubai, UAE Tel.: +971 4 886 1228 Fax: +971 4 886 1229 aire@aire-inflight.ae www.aireinflight.com

Dubai Office Galleria Office 204, 2nd Floor, Hyatt, Diera P. O. Box 18424, Dubai, UAE Tel.: +971 4 273 1024 Fax: +971 4 273 1034

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industry update / 11 Top stories from across the industry

Finnair's new concept takes flight Finnair has launched a new long-haul inflight dining concept.

The modern premium dining experience complements the carrier’s investment in new Business and Premium Economy classes and a refreshed Economy cabin.

Long-haul Business customers can choose up to six main dishes, as well as smaller bistro-style dishes, and there is an emphasis on casual dining in Premium Economy. The new menus focus on pure, fresh flavours drawn from Nordic heritage.

Eerika Enne, Finnair’s head of inflight customer experience, said: “We have completely rethought our service concept to offer a modern, contemporary, and premium dining experience for our customers." finnair.com

Surprise and Delight your Passengers Monty’s Bakehouse Hotbox and Snack Packs, leading sustainable and ovenable boxes combining sweet and savoury snacks served hot or cold.

An Innovative, low-touch solution with hygiene and safety at the forefront of their design, these items also maximise galley space and crew efficiency.

e Travel With Tast onboardhospitality.com montysbakehouse.co.uk

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Closed loop for Etihad Etihad Airways has unveiled new Economy soft furnishings and tableware to be launched onboard later this year.

The new products have been designed with sustainability and improved guest experience in mind and includes a 35% larger pillow with a 200 thread-count cotton cover complemented by a soft blanket made from recycled plastic.

The new dining experience features reusable tableware made from recycled high-quality plastic and eliminates the use of single-use plastic. In a partnership with deSter, the tray, serving plates and their lids are part of a closed loop recycling system. At the end of their lifecycle, they are collected, washed, ground and reused to make new replacement products. etihad.com

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Top stories from across the industry

Summer flavours for Eurostar travellers Eurostar is launching a new summer menu for Business Premier passengers to enjoy onboard.

Designed by Michelin star chef and culinary director, Raymond Blanc OBE, the range offers light, refreshing flavours inspired by Eurostar's city destinations.

In line with the company's commitment to sustainability, the menu champions seasonal, local and responsibly-sourced ingredients including courgettes grown in the French village of Charbuy, 15km from Eurostar’s Burgundy kitchen; beef from Aldens, a traditional Oxfordshire butcher and goats’ cheese from the Yonne region. Blanc said: “Travel is back on the menu, and we want to celebrate with recipes full of flavour, bringing the best locally-sourced ingredients to our Eurostar Business Premier travellers.” eurostar.com

New collaboration spawns updated SICA The International Air Transport Association (IATA), and the Airline Catering Association (ACA), have released an updated Standard Inflight Catering Agreement (SICA).

The standardised SICA helps improve the efficiency of inflight catering procurement worldwide and is the result of a new collaboration between IATA and ACA. “The updated SICA brings clarity to the intricate work needed to produce millions of inflight meals a day. It will help both airlines and caterers work more efficiently together,” said Fabio Gamba, ACA’s director general. iata.org; aca.catering onboardhospitality.com

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TRAVEL CATERING & COMFORT SERVICES

CONTACT Messe Berlin GmbH Erik Schaefer Messedamm 22 · 14055 Berlin Germany T +49 30 3038 2034 Erik.Schaefer@messe-berlin.de

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14 / industry update Top stories from across the industry

Zero carbon cruise target Carnival Corporation, the world’s largest cruise company, has joined the Mærsk Mc-Kinney Møller Center for Zero Carbon Shipping to target progress to a net zero maritime future by 2050.

Carnival, with nine global cruise line brands, is the first cruise company to join the nonprofit, independent research and development centre which is committed to accelerating net-zero through a transition to a low carbon value chain.

It is facilitating the development and implementation of sustainable solutions, new technologies and viable transition pathways while driving policies and regulations to enable the transition. carnival.com

Dilmah Tea and Emirates celebrate their 30 year partnership Emirates and Dilmah Tea have celebrated their 30 year partnership by giving all passengers flying on International Tea Day a special tea box.

In addition, First Class passengers on flights to the UK were treated to a food pairing, while passengers in the Emirates’ Onboard Lounge were offered Dilmah Tea infused mocktails. The special tea gift contained three different flavours: Ceylon Breakfast, an Emirates exclusive Turmeric Coconut and Vanilla tea, and the popular Earl Grey with Honey.

In First Class, Emirates offered the Brilliant Breakfast, one of the many gourmet teas created by passionate Tea Maker and Dilmah founder, Merrill J. Fernando.

This was paired with the afternoon tea service on board. dilmahtea.com

Plane Talking aims to raise the bar with biodegradable kit Plane Talking Products is claiming an industry first with a entirely plastic-free and biodegradable amenity kit.

An OceanSafe Certified draw-string bag holds socks, an eye mask, a biodegradable toothbrush, toothpaste tabs, and cosmetics supplied by UK-based sustainable cosmetics brand, Scence. Scence is 100% vegan certified and uses fullycompostable packaging and ethically-sourced ingredients. planetalking.net onboardhospitality.com

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Learn more

16 / RECRUITMENT

Nurturing our talent It seems more people are leaving our industry now, than did at the height of the pandemic. As the build back begins, staff shortages have the potential to cripple the recovery. Julie Baxter reports on how we can nurse our sector back to health

T

ake even the most cursory scroll through LinkedIn these days and the ‘We’re Hiring’ badges and ‘Starting a New Position’ celebratory gifs jump out all along your time line. Our networks and our industry are in a state of flux. These tags are clearly a sign of hope and are, of course, better than the wall to wall 'Open to Work' badges everywhere as redundancy

raged through the pandemic, but the HR and recruitment challenges now facing our sector are immense, and they are touching us all – airlines, caterers and suppliers - alike.

The results are already hitting operations, and in some cases the headlines, with airline cancellations, limited onboard catering, the delayed roll out of buy-on-board retail programmes, as well as kitchen closures and the

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many airlines have missed the opportunity to growing need to load back-catering - all resulting retain staff effectively.” from the shortage.

There are pockets of good work. Qantas and Cristoph Schmidt, CEO gategroup, speaking at Virgin Australia, for example, did a great job an Airline Caterers Association (ACA) webinar keeping staff committed by communicating with summed up the post-pandemic situation: “In the them throughout the pandemic and running ‘no big picture we lost 80% of the volume and had to destination’ flights so staff were kept engaged cut a lot of staff. Now 80% of volume is coming and earning to some extent. Now, as they ramp back but only just over 40% of the workforce is up, they have put those who stayed loyal first back, so we are trying to build back with far fewer in line for progression, people. People have been assessing them fast for reconsidering their roles and moves upwards. It is clear priorities in life and it’s a this is helping them bring challenge to re-employ all the Re-employing the people back a higher percentage of people we need. This is the biggest challenge we have in we need is the biggest their staff, quicker. the ramp up to recovery.” challenge we have in the Virgin Atlantic’s new ad campaign reflects a shift He predicts it will take up to ramp up to recovery in thinking too. It elevates two years to get staffing back the role of the crew by to pre-pandemic levels, with championing the rich individuality of the airline’s staffing for summer flights the biggest concern. people and encouraging their crew ‘to be their Other caterers face similar challenges and true selves onboard and on the ground’. Crew are calculate some markets are operating with 20% fewer personnel than they need. LSG Group’s jobs no longer following a script, and new freedoms include the right to choose whether to wear vacant list as running at over 2000 and this figure make-up and, for female crew, the choice to wear is mirrored elsewhere too. Almost every catering trousers and flats, as well as skirts and heels. unit in the world has staff shortages.

This is helping to change stereotypical ideas Airlines and airports are also struggling to around the roles and also taps into research gear up. Jenny Piggott, of Yates +, the guest showing that travellers find most airline crew experience design consultancy, often supports to be impersonal in their service. Shai Weiss, airline recruitment and training and says: “The CEO Virgin Atlantic, explains: “At the core of our companies which invested in their employees in business is the understanding that every one the downturn are benefitting in the return but of our people can be themselves at work and many did not make that investment. that they belong. They truly are the thing that “In Europe and the U.S furlough schemes and sets us apart and the reason customers choose financing support helped airlines retain crew to to fly with us. We know that the touchpoints some extent but morale and communication that matter most and the experiences that strategies also impacted commitment and those differentiate Virgin Atlantic, are driven by airlines which did not tangibly show good support our people and that’s why it's important to staff have lost critical loyalty,” she adds. they’re at the heart of this campaign.”

Middle East carriers with limited local capacity, Annabelle Cordelli, vp brand & marketing at are now actively tapping Asian markets but the Virgin Atlantic, adds: “It makes sense to start by employment packages on offer now bring fewer championing the individuality of our crew – and in-service benefits and often run for shorter then applying this spirit to everything we do. terms. Many who once favoured aviation are in, After two challenging years when life has been on or are looking at, alternative industries which pause, it’s time to see the world differently.” offer more. They are not easily attracted back.

Erdmann Rauer, CEO LSG Group, recognises Piggott adds: “The countries and airlines with a that the onboard hospitality sector is facing a dictatorial or casual approach to managing staff similar need to reassess its employment offer. in the pandemic have found the impact is hitting “Everything is changing, there is a lot of dynamic them now. Cutting contracts and rehiring with movement in airline catering and the sector has less benefits, is to the detriment of the industry. to renew itself with new ways of working, and People want a better work/life balance now and onboardhospitality.com

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not when some formal, old structure suits the new skill sets drawn from other industries. A organisation once a year.” new mix of skills is needed so we have to tell a She highlights the need for new types of story about the careers we can offer and explain progression plans and modern learning why this is a dynamic and exciting industry to strategies beyond rigid forums and classrooms. be involved in. Building resilience within our There are now AI opportunities and interactive workforce shouldn’t be exhausting, we need just-in-time digital learning modules which can to be more humble and adaptive in how we address a new skill needed for a job being done operate.” on the day not just long term Mike Pooley, of Hayward development. Video training Recruitment, agrees joband quick engaging tutorials seekers have new priorities can provide individuals with post-pandemic: “There We have to offer self has never been a time like improvement and allow access to self improvement instantly and allow them to this, we need to turn the staff to take ownership take ownership of their own focus onto the wellbeing of their own growth learning and growth. of the individuals and the Sinje Wojahn, HR lead retention of talent in equal for LSG Group, agrees there is much work to measure. Without one we won’t get the other, be done but believes there are some positive or the performance we need. People worldwide opportunities to pursue. She says: “In the past have been severely spun out by what’s been the beauty of a job in travel was clear but the going on, employers have to recognise and joyful experience of the travel, culinary and support them through that.” creative sectors has been lost somewhat during He adds: “We are currently facing a perfect the pandemic. We are in a very a competitive storm. There are urgent operational recruitment employment market and we have to provide needs among caterers, unpredictable issues contracts and conditions that are attractive. If with sick leave, changing priorities among those people stood down, and a decline in loyalty. All these factors are driving talent to more attractive industries. People are at the core of our sector and a lack of the right people will be the biggest impediment to recovery. We have to recognise the emotional and psychological damage of the pandemic. Businesses are trying to build back with fewer people and there is a risk people are going to burn out before they even get going.

We really have to value our people and actively demonstrate that we do.”

Piggott agrees candidate priorities have significantly changed, especially among the next generation of employees. “Old school attitudes to career progression are currently the biggest deterent to successful recruitment”, she says, adding: “We need to switch to a different mind set. The next generation is so in tune with peer to peer learning and sharing.

Social media is their life blood, it is how they do business, old school apprenticeship-type systems and slow, unclear progression paths are old fashioned to them. We need to find new ways to attract them, provide the right work/life balance and give them resources, information and support as and when they need it, onboardhospitality.com

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the talent you need wants to work remotely you need to make remote working possible. People are much more articulate about what they want in their terms and conditions, and management teams have to adjust to a new climate where candidates may seem very demanding.

"Every business has to sell itself to the candidates, show the value it will bring them.

Development opportunities need to come faster and be richer than in the past, and we need to reactivate the processes of mentoring and coaching. Talent management processes and feedback has to be taken seriously. As an industry we really are walking on the moon right now - none of us has had to ramp up again after two years of a pandemic, we all need to find a new way through to our future.”

She believes focusing on the content of the jobs available can help, showing they are new and fresh and exciting, that design and ghost-kitchen teams, for example, are energetic and future-facing; that working on data, digital and sustainability solutions can be positive, motivating and rewarding. Many of the roles available can meet the aspirations of young attract quality to inflight teams. people, inspire them and put them at the heart The pandemic has put digitalisation at the of something very positive for the future – but heart of our lifestyles and shown that we can they need explaining well. all live greener more sustainable lives that Robin Padgett, senior vice president dnata improve the planet’s welfare – no one wants to Catering and Retail, also sees the type of roles lose these unexpected wins, so it will be critical changing: “Automation in kitchens has not to show that the inflight come through as quickly sector has opportunities and as I thought it might. Our challenges that support new operations have tended not to be centralised enough to People are at the heart progressive thinking. Being part of the build back must make that viable but there of all that is good in our mean being part of a are opportunities to do that sector and we must force for good. in small parts of the process invest in them Pooley concludes: now and we have to try and “People are the pulse remove the more mundane, of any business, the need for them is commodised tasks, let machines do the routine non-negotiable, they are at the heart of work so remaining roles become more exciting, all that is good in our sector and we have more focused on the culinary, for example. When to invest in them and support their wellbeing. chef-led roles come to the fore in inflight catering We have to nurse ourselves back to health it is much more attractive.” and look after ourselves better with thoughtful All working in this field agree the opportunities incentivising and communication, mentoring and around technological growth in our sector and coaching. We have to collaborate as an industry the push towards sustainability are also key pullon this if we are to inspire the next generation.” • points for candidates, offering opportunities to onboardhospitality.com

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20 / IN DEBATE

Mind games Stress, burnout and widespread angst will hold back business recovery. Sue Waple, of Dualism Training, tells Julie Baxter how our sector can better support its people The pandemic has put many people in our sector under pressure. HOW CAN EMPLOYERS SUPPORT WELLBEING AS WE BUILD BACK IN THE COMING YEAR? Redundancy, furlough, financial pressures and altered contracts. These cause huge stress on employees. The human brain is five times more likely to view change and uncertainty as a threat than as something positive, and under threat we do not give our optimum performance. When our brains are thinking positively we are up to 31% more productive. Employee wellbeing matters.

SW

WHAT ARE THE CHALLENGES? Today’s Remote working makes checking in with colleagues far harder. We need to make specific time for these conversations and be more aware of subtle signs - colleagues who SW

start turning their cameras off, miss deadlines or become inconsistent in email responses. These can be warning signs. In airlines, new contracts mixing long and short haul flying bring tiredness and lower patience/tolerance and cut opportunities to socialise and de-stress down route.

WHAT PROACTIVE STEPS CAN EMPLOYERS TAKE? Employers need to ensure time and opportunity for employees to talk. Actively promoting shared time, team days during working hours, shared office days, even diarised online catch ups if necessary. If the budgets allow offer mindfulness, wellness and yoga sessions.

Make the workplace a safe place to talk about mental health without fear of judgment or negative repercussions. Allow time for rest and socialisation, hobbies or volunteering. Stigma and discrimination come from a lack of awareness, SW

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so employers should set aside a training budget and provide access to Mental Health First Aid Training, similar to physical first aid. This is about preserving life, preventing harm, providing comfort and promoting recovery. If all managers had these skills that would be a huge step forward.

IS OUR SECTOR PRIORITISING WORKFORCE MENTAL HEALTH? In short, no. I think there is a raised awareness since the pandemic, but mental health is not a priority because many employers do not see the value of a proactive approach.

However, overloaded, overworked employees burn out - a real disease-classified syndrome since January 2022 - resulting from unmanaged chronic workplace stress. It has huge physical, mental and financial costs to both employee and employer.

SW

DO WE FACE SPECIFIC OBSTACLES? Our sector has a diverse workforce with colleagues around the world and on different shift patterns. This makes training more challenging but by no means impossible. The bigger issue is the lack of investment. A lot is spent on improving the customer experience and customer scores, with less emphasis on employee mental health. The industry needs to buy into this from its core. It cannot work as a ‘tick box’ exercise with no allocated spend.

SW

Ex crew and BA supply chain executive, Sue Waple now works with Dualism Training dualismtraining.com HOW DO WE CHANGE THINGS? Education comes from the top and must be visibly embeded in workplace culture.

Commitment from senior leadership is key and investment will pay off. The Deloitte Report of 2020 showed every £1 invested in mental health training, brought a £5 return. The cost of poor employee mental health is estimated at £45bn a year.

SW

WHAT IS THE RISK OF INACTION? If we don’t change, we could end up with a burnt-out workforce. We will see a rise in absenteeism, presenteeism and leavism (people working outside their hours). These are worrying signs of an unhealthy workplace and all lead to a loss of productivity and impact the bottom line. The ‘always on’ culture makes employees search for new roles better matching their personal values. If employers do not genuinely care about the mental health of their teams, they will not attract, recruit and retain the best talent. Look after them and they will look after the business and in turn your customers. Human beings are not machines, but even if they were – machines need maintenance! sue.waple@dualism-training.com • SW

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HOW TO... / 23

How to...

...onboard new staff Poor first impressions damage staff retention. Your welcome is critical, says Mike Pooley, independent consultant and recruitment specialist at The Hayward Partnership Adapting to now

Our industry, and the work place in general, is in a great state of flux.

People and job roles have been impacted by the pandemic and many are in 'shift shock'. Many employees have been displaced, isolated or inspired to find a fresh start, and recruitment is again buoyant. To get the best from the investment in hiring, today’s employers need to address all aspects of recruiting properly and with real commitment.

first impressions

First impressions count, and the new starter's welcome must be spontaneous in its execution and tone, but in fact well planned internally. Culturally it is a 'must do' action if your organisation is serious about retention and personal development. Feedback from recent new starters has not been all good.

fails to recognise that everyone’s role gets tougher if you don’t spend time coaching and mentoring very willing new team members.

be professional

prioritise onboarding

If we hire to add value, increase productivity, and introduce new skill sets we cannot expect this to be immediate, especially if there is no formal onboarding in place.

Remember people will not stay if their excitement and energy to start well is curbed by a perception that they are not being fully embraced.

cut the excuses

Most businesses want to do the right thing but often claim work levels mean there is no time for instruction or queries. This is short-sighted and

Fact file Two recent intakes said this: "My new company did not seem ready for my arrival. That really spoilt the occasion and from a cultural acceptance point of view, made me question my choice to join from day one.”

"My manager did not make time for questions or help me settle, I felt I was drowning in my own uncertainty and incompetence when in fact I had been hired for my experience and talents.”

Professional onboarding starts the moment the role is awarded, BEFORE the first work day. Assign the recruit a buddy, share news, have a social, invite them on site, keep them in focus and come day one take time to execute a full immersion programme.

build connections

Let starters connect by showing them company or team commitment and by offering encouragement.

Check in with them regularly on progress especially in the vital first three months. You hire people for their curiosity so don't block their questions. Giving your experience and an inclusive, welcoming start may be the most important thing you can do to retain a great hire! •

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24 / INSPIRING OUR NEXT GEN

Why I love my job…

As the industry battles to fill a mass of job vacancies, we ask four stalwarts of the industry how they got where they are and why they love the onboard hospitality sector…

THE AIRLINE Audrey Hart Senior Manager – Inflight Services Food, Beverage & Ancillaries, Virgin Atlantic I started my career as cabin crew but joined Virgin Atlantic’s inflight services department eight years ago, and since then have led the catering operations & delivery team, the supplier relationships commercial team, the ancillaries team and since 2020 the food, beverage and ancillaries team.

Having the chance to manage a catering or beverage contract through different lenses has been invaluable for the position I hold today.

My role is multi faceted so it is important to have a strong commercial mind and a laser focus on customer expectation and experience.

Collaboration, communication and supplier relations are important and challenges like the pandemic mean resilience and adaptability are essential.

The ability to re-define, evolve and grow in an agile way has never been more important. You have to be authentic and have passion to make a difference.

Being at the core of the inflight journey has a special grip on your soul.

There is something just so special in playing a valuable part in someone’s journey whether they are visiting friends and family, celebrating a special life moment, or travelling on a business trip. They choose us with care and it is a privilege to play an influential

role in making their experience memorable. Behind the scenes this is a fascinating world of processes and stakeholders working collaboratively across procurement, operations, safety, security, innovation and more. There is never a dull day.

Being at the core of the inflight journey has a special grip on your soul THE TREND-WATCHER Ariane van Mancius Founder Now New Next My airline career nearly ended before it began as I started with Helios just before the 9-11 terror attack. Luckily I was kept on and had 11 years there mentored by industry veteran Jons Hensel. I started in procurement and ended in marketing and innovation. I loved the combination of sales, marketing, innovation and procurement – we called it MPPD (Market, Production and Production Development). Gradually I moved into proactive innovation, looking into trends, design language and translating that into product collections. The company grew dramatically until it was bought be deSter.

In 2013 I started my own company

now called Now New Next. My first client was KLM with a fantastic project as they changed from KSSU to ATLAS trolleys in six weeks with a beautiful new design. Over time I have diversified into retail, petrol stations and food service and seen that many food companies need help with innovation, marketing, design packaging and now sustainability.

The skills I have needed are a combination of creativity and business sense, along with a can-do, never-giveup mentality. The onboard sector is magic, and sustainability is now the biggest challenge. I predict the sector will look very different in 10 years time and I personally want to be a part of that change. It is a fun sector based on creation, design and sustainability, not politics, and honestly it just doesn’t feel like work when you are in a small, young dedicated team.

THE CATERER Tim Zandbergen Manager, global sales ANA Catering Service I have been in Asia since 1982 and living in Japan since1992. I obtained an MBA in International Business from a University in Tokyo and in the late 1990s and immediately wanted to work for Japan Airlines. The only position open then was in its core catering company, JAL Group TFK Corporation. I signed up and with my mentor, Miyabe Hideo, worked

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INSPIRING OUR NEXT GEN / 25

on many interesting projects including numerous IFSA Asia Events.

TFK became part of the Singaporebased SATS Group in 2010 and in 2019 I took up my present position with ANA Catering Company (ANAC). We are a young team of very motivated, highly educated and skilled, extremely positive people, all excited by our work.

Our main business is catering for All Nippon Airways (ANA) flights from Haneda and Narita but we have a growing number of customer airlines too, to whom we offer high quality meals and services, proven culinary skills of chefs serving ANA's five-star menus for ANA, and HACCP facilities.

It’s the people that I am most passionate about in this sector. They love where they are and what they are doing, and at ANA Group we have ready access to a vast network of group companies. People are always available

and enjoy helping each other. Everyday brings something interesting and new, and it is truly inspiring to be part of the brand, product, creativity and energy.

THE SUPPLIER Nicky Beades Owner Onboard Logistics An aviation job just seemed like a good idea for a summer job when I left school and I joined Aer Lingus. I ended up staying there 29 years before taking early retirement and setting up my own business Onboard Logistics in 2003.

We developed the award winning Flex-e-bag and a range of other airline storage and refuse solutions and continue to innovate to meet the industry's needs. This has been our toughest year but we’re still standing and this year marks my fiftieth year in

the industry. Demand is returning.

My career actually started in admin as a pen pusher but I went on to become head of catering for Aer Lingus, had the chance to work overseas and travel. It was a steep learning curve at first but if you listen and watch and ask questions, there are great opportunities to move into really rewarding roles within great teams and to travel the world.

To new recruits I recommend looking around the company you join, identify your dream job and gradually equip yourself with the skills and knowledge to do that job. You have to understand the fine detail of the business, push your knowledge forward all the time with training and by asking questions. Learn from others, it is the opportunities to collaborate, to argue passionately about a particular idea or solution and then see it come to fruition that keep you motivated. •

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FOCUS ON / 27

Next-Gen learning

V

As Next-Gen employees strive to advance in their careers, April Waterston explores how companies can best to support their learning and development

ictims of 'hustle culture' and 'the grind', the next generation of employees have different priorities when it comes to work to those who proceeded them.

LinkedIn Learning's fifth annual Workplace Learning Report found that 76% of Gen Z learners on its platform believed learning is the key to a successful career, with 69% making time for self improvement in their day.

Furthermore, a Gallup report found that 59% of the millennial workforce felt being offered opportunities to learn and grow were extremely important to them when applying for a new job, with 87% rating 'professional or career growth and development opportunities' as key.

Listen to employees It is clear that now, more than ever, L&D is high on the priority list for employees. But what is the best way to facilate it? We asked our Next Gen Forum for some insight.

"Learning and development is highly important to me in a job," says Lucas Alcantara, next-gen employee and director of new business model implementation at LSG Group. "I

favour one method over another, and your next work project, tomorrow, could support yet another alternative."

As a generally digital-savvy generation, it seems many learners are inclined to online learning. LinkedIn Learning reported the number of Gen Z learners on its platform more than doubled last year, citing the pandemic We have to be as a catalyst for Be flexible flexible to all the going digital. It also "In this new evolution methods of training states that 67% of of VUCA – volatility, and development Gen Z learners uncertainity, said they spent complexity and more time learning in 2020 than ambiguity – we have to be flexible they did the previous year. However, and open to all methods of training in-person training still has a place. and development," says Kudzai Mudzengerere adds: "Because we Mudzengerere, another next-gen need to enhance and develop as employee and supply chain manager professionals offering many options at LSG Group. "So, on site or off site, takes us further than focusing on just during work or after work, whatever one method – or none at all!"• fits. Each day is different and may

always appreciate a continuous mentorship, but ad hoc courses are also very helpful. Usually my preferred method is going off-site full time for learning something new. This helps you disconnect from your busy daily routine and focus (almost exclusively) on learning or developing a new skill."

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28 / rail RECRUITMENT

Rail's new role call Roger Williams, chair of the International Rail Catering Group (IRCG), looks at how rail caterers are managing their recruitment in the recovery Looking for an entry level catering job?

Not interested in working from home?

Want to test your people skills to the limit?

Excited by serving up to 1000 people a day?

Able to pull heavy trolleys along a 10 coach train as it travels at up to 220kph?

These are some of the realities of a rail catering role and it’s like Marmite, you either love it or hate it! Oh, and did we mention the extra working restrictions caused by the pandemic?

Of course, railway caterers don’t market their jobs like this - rather there is a focus on the fact that the roles are uniquely rewarding, allow you to travel, to learn new catering and people skills and, above all, give great job satisfaction.

And now, following the removal of catering from trains in 2020/21 and the inevitable shrinking of staff employment levels, many railway caterers are seeking out new recruits to match the latest surge in returning customer numbers.

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rail rECrUiTMENT / 29

Parlez-vous?

Personal development

In the middle of Europe, the competition for In the UK, languages are not an issue for staff is at an all time high, made additionally caterer RG but all other challenges are similar. complicated by the need for language skills.

Recruitment advertising is coupled with college For example, staff working for Czech Republic events and apprenticeship schemes, as well as rail caterer, JLV, need to speak Czech, German internal processes and open days. and English. In Switzerland, Elvetino staff need Jacques Kieser, operations director of RG, French, German and Italian. said: “As part of the SSP Group, we have the Daniela Corboz, ceo of advantage of access to Elvetino (SBB’s onboard the SSP Academy. It’s fully caterer), said: “Our inclusive and provides operations cover nine every individual, at all bases including Zurich, levels, with targeted online We recognise that great skills training and coaching Geneva, Lausanne, Chur communication is key to in addition to their and Basel. We also serve retaining staff and keeping normal induction training.

Hamburg, Munich, Milan and Venice. This means Uniquely, this means them motivated our staff have to work everyone has the chance independently or in small to develop personally teams from early on in their careers. Previous throughout their career with RG. They can even knowledge of sales, catering or hospitality achieve an MBA through it!” certainly helps ensure that new recruits are To support retention RG offers a Foundation confident enough to cope.”

Living Wage, company share plans and up to The company works with catering colleges to 75% discounts at hundreds of SSP outlets. find new starters, and all recruits get specialist As our economies open up and travel onboard and product training to improve increases, rail caterers will increasingly face retention, and competitive employment terms. recruitment competition with other hospitality Corboz added: “Most importantly, we recognise providers, all vying for the same valuable that great communication is key to retaining resource - people. staff and keeping them motivated so we Setting your company apart by highlighting the encourage and engage in group social media to unique benefits of working for your operation keep everyone up to date and connected across will be the key to success in attracting staff, but the country and beyond.” the real test comes in retention. That’s where imparting practical knowledge, encouraging personal development and Practical skills ensuring inclusive communications Petr Pospisil, coo of JLV, identifies a further are critical to job fulfilment and training challenge: “Training in practical skills is loyalty. Ultimately railway catering, key as Pendolinos, traditional intercity dining like any hospitality service, is cars and the latest Railjets all require a different dependent on its people for success type of operation. Quality customer service - and right now “your railway needs depends on giving our people the right skills and you” like never before. tools to do the job so all new entrants receive For info on rail catering practical coaching and theoretical testing both strategy contact roger@ onboard and in JLV’s Development Centre before thecateringexplorer.com • they become permanent staff.”

JLV uses a brand franchise system, with staff employed independently to work to guaranteed brand standards. Recruitment open days and work with colleges generates applications, as does an initiative which rewards current staff who introduce successful candidates. onboardhospitality.com

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Please come visit us at Stand: No. 1E50 For a century now we supply cutlery solutions to the everyday need of our customers worldwide.

With our team of design experts, we understand your business challenges and are fully equipped to provide a complete service to guide and deliver you with solutions that will exactly fit your needs and budget.

Please check out our new website sola-cutlery.com

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21/12/2021 23/05/2022 14:37 15:23

wtce PRevIew / 31

Hello Hamburg...

t

Time to smile!

he World Travel Catering & Onboard Services Expo (WTCE) returns to the Hamburg Messe from 14-16 June 2022 with new exhibitors and a packed programme including insights into sustainable solutions and eco-friendly packaging, macro food trends and culinary trends and operational change.

You may have noticed the front cover of this Preview Edition is a bit different to usual, but we hope it put a smile on your face! It reflects the fact that we can't top smiling at the thought of seeing you all again, touring the stands and heading across to the co-located Aircraft Interiors Expo and Passenger Experience Conference. We hope you are ready to smile too... #SmilewithOBH #OBHmag We want to help fill the expo halls with positivity and smiles, so please share our hashtag far and wide. Grab a selfie with your magazine in hand and tag us on social media. We'll share our favourites throughout the show. Take photos of your team smiling too and

we'll send people looking for reasons to be cheerful straight to see you. Even if you can't be at the show, you can be a part of the buzz online. Just smile!

The focus everywhere will be on accelerating the post-pandemic recovery and enhancing the overall passenger travel experience. Key themes will be sustainability and wellness, passenger personalisation, boosting ancillary

revenue and inspiring the next generation. Let's start smiling again and rediscover the joy of our industry.

The Onboard Hospitality team looks forward to seeing you around the stands, as we moderate the Taste of Travel Theatre programme, and to celebrate the 2022 Onboard Hospitality Awards winners. Good luck and see you there. #SmileWithOBH

ReASONS tO Be cHeeRFuL...

THIS YEAR'S PASSENGER EXPERIENCE CONFERENCE HAS A NEW VENUE: THE NEW CONGRESS CENTER HAMBURG

WTCE REPORTS:

Over 250 suppliers of onboard products and services are booked into the expo, including more than 75 debuting this year

AWARD WINNERS JOIN US AT THE TASTE OF TRAVEL TUESDAY AT 4.30PM TO HEAR WHO HAS WON OUR 2022 AWARDS #OBHAWARDS2022

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w K thomas serviCeware

This specialised food service packaging supplier is now part of Bunzl. It offers products which include meal service packaging and delivery solutions and galley equipment, trolley accessories and bespoke ancillary kits. Focused on food packaging and onboard rotables to optimised for passenger experience and comfort. wkthomas.com

Monty’s Bakehouse Culinary

Offering sustainably-packaged solutions and showcasing new ideas for second service such as a freeze-thaw bagel range, a vegetarian ‘steak’ and cheese pastry lattice, and a ham and cheddar open top bun, all developed with a no-mess in mind. montysbakehouse.co.uk

cuisine Solutions Culinary

Frankenberg Culinary

Marking its 35th anniversary, the frozen catering specialist has extended its range to now include new organic recipes for inflight meals. The focus is on sustainable sourcing from reliable networks. frankenberg.com

Will be showcasing innovations from its chefs based in the U.S.A., France, and Thailand with the emphasis on plant-based products and portables.

Highlights will include Daring seared plantbased chicken strips, JUST egg bites and curries. cuisinesolutions.com

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weSScO wellbeing

Highlighting its range of luxury in-flight products which have been designed specifically to offer airlines a point of difference onboard. Newest launches include the LATAM’s Eco Kits drawing on local artists for a reusable, longlasting collectable kits with post-flight value. wessco.net

Global-c serviCeware

Featuring cups and food containers made with Delipac certified plasticfree paperboard for a premium, sustainable SUP alternative. 100% compostable, heatable and leak-proof. global-c.nl

Stokes Sauces Culinary

At the show with premium sauces, chutneys, relishes, mayonnaises, dressings and conserves. Along with all the classics, its range includes innovative product flavours such as Bloody Mary Tomato Ketchup, Red Onion Marmalade and Fig Relish. Currently exporting to over 50 countries globally. stokessauces.co.uk

Skytender Solutions serviCeware

Will demonstrate its innovative, customisable beverage trolley solution flagging up its sustainability credentials and ways to provide an efficient service of multiple popular brands such as Nestle, Bucher, Coca-Cola, Pepsi and more. skytender.com

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Take your cart washing to greater heights!

The Environmental Hero

THE CART WASHER WD-18CW continues to serve the airline catering industry with cost efficient, environmental-friendly, and ergonomic solutions for washing meal carts.

•

Washes 90 full-size airline carts per hour

•

Suitable for washing kitchen trolleys, bins and containers

•

Uses a mere 2 litres of water per cart

•

Unique spin-dry technology - drying without heat

•

Low life cycle cost

•

Floor area of only 4.5 m²

•

Made in Sweden SCAN THE CODE AND TAKE PART OF OUR ANNIVERSARY OFFER The offer is valid for order up to the year end of 2022, including free world wide installation, training and start-up and more.

Scan the QR-code to register and to know more or visit us and see The Environmental Hero in stand 1G10 at WTCE, Hamburg, 14-16 June 2022.

For contact: info@diskomat.com

www.diskomat.com

www.wexiodisk.com

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Incredible Spoons serviCeware

Offering a range of edible cutlery. The spoons, sporks, straws and chopsticks are all-natural, vegan, non-GMO, protein rich and 100% edible.

The cutlery stays firm for up to 25 minutes in hot soup and up to 45 minutes in cold desserts, and comes in a variety of flavours such as chocolate, vanilla, black pepper, oregano chilli and plain. incredibleeats.com

euro Goodnight TexTiles

Highlighting its wide range of comfort items, including amenities, pillow covers, head rest covers, blankets, table linen, duvets and more. euro-goodnight.com

For Aisha KiDs

Showcasing savoury meals which are all Sugarwise and dietitianapproved as well as being Halal.

Recipes in the range include Authentic Indian Chicken & Sweet Potato Curry, Moroccan Chicken Tagine and Jamaican Jerk Chicken.

Positioned as healthy kids meals with a healthy point ofdifference. foraisha.com

Omnevo TeCHnOlOgy

As attention turns to generating greater ancilliary revenue onboard, Omnevo will showcase its omnichannel solutions that can help airlines understand their customers and drive sales. omnevo.net

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Playin choc KiDs

Offering dairy-free, nut-free, gluten-free chocolate, that also uses sustainably and ethically-sourced ingredients for chocolate treats, combined with a fun kids activity. All packaged without plastic. playinchoc.com

Bottega beverage

Highlighting its collection of traditionallyproduced wines, including Vino dei Poeti Prosecco Rosé DOC Bottega. The Brut sparkling wine originates from grapes grown in the Prosecco DOC and has an alcohol content of 11.5% vol. It is characterised by a its mother-of-pearl pink colour and a fine, persistent perlage.

Bottega suggest it is a wine best enjoyed with cold and light dishes, such as caprese or prosciutto, vegetable risottos, fish dishes and white meat. bottegaspa.com

coolike wellbeing

Showcasing its refreshing and biodegradable guest amenity towels and hand and surface disinfectants. coolike.de

SMiZe cream

Qikfresh

snaCKs

A premium ice cream brand, founded by American TV personality Tyra Banks, which plans to give attendees the chance to experience the first of its kind luxe-meets-fun dessert for airlines. smizecream.com

wellbeing

This provider of innovative dental and oral care solutions for travellers, will be demonstrating its new mouthwash powder – waterfree, 100% natural and made without alcohol. The mouthwash is applied directly into the mouth and comes in convenient, clean and flexible single-use sachets for fast and effective dental care on-the-go.

In addition, because the powder only comes in 2g sachets (rather than 20ml per single-use of mouthwash) there are weight and waste advantages. quikfresh.com

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Lily O’Brien’s snaCKs

LSG Group Culinary

The caterer will bring influences from across the globe to the show and will run a live cooking event on the Thursday focused on culinary trends. It will also showcase retail and logistics innovations, and tableware from Kaelis. lsg-group.com

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WTCE Preview_v14.indd 37

Supplying the travel sector since 1995 and with 40 airlines among its customers, the premium chocolates brand will showcase its innovative flavour profiles and Dessert Pots now made from PEFC approved board and 100% recyclable. The brand’s ambition is to replace every flow wrapped chocolate that contains plastic packaging with a new plastic-free recyclable material by the end of 2022. lilyobriens.co.uk

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38 / wtce preview: New products

SKYPRO Textiles

Heineken Beverage

Sustainability remains at the heart of Heineken's product line as it continues on its journey to 'Brew a Better World' (read more about this on page 59).

Part of its manifesto is to encourage responsible alcohol consumption, which it does through the provision of its alcohol-free beer, Heineken 0.0.

Its packaging aims to be eco-friendly, too, with glass bottles made of 57% recycled glass, and alumium cans made of 48% recycled aluminium – both of which can be endlessly recycled. heineken.co.uk

Crew uniform supplier SKYPRO will showcase its four renewed collections of uniforms: SKYPRO, Sustainable, Basics 2022, and Basics Sustainable 2022. It will also be on hand to talk about its uniform management system, mySKYPRO, which provides a customised shopping experience for crew. The portal uses Artificial Intelligence to forecast usage and replacement of uniforms, saving time, complexity and reducing stock and inventory costs. wearskypro.com

Aviation Sustainability Forum sustainability

Bayart Innovation wellbeing

Bringing fun and colour to amenity kits with its latest offer for Air Caraibes, this supplier is also responding to pandemic worries with new cleanliness, amenity and hygiene solutions, including silver ion face masks and sanitising products using compostbale pla packaging. bayart-innovations.com

The Aviation Sustainability Forum (ASF) is a strategic partner at this year’s WTCE and its and team will share the vision and values of the forum, discuss the benefits of membership and provide advice and details on getting involved in 2022. Founder Matt Crane will be on the stand each day at 4pm. aviationsustainabilityforum.com

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MEET US ON STAND

1C81

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Mon Bake ty’s hous Swe e et & Hot

Savo u Box r y

More flights putting more pressure on Onboard Food Supply?

Schedule Ramp up causing problems with: • Lack of resource • Supply chain & logistics Issues • Ingredient availability • Production time limitations

We have high quality, delicious hot light meals ready to fly: • Vegetarian • Protein • Special Meals

ty’s Mon ouse h e Bak ice Hot

Latt

Contact us now to find out how we can help relieve the pressure: steve.austin@montysbakehouse.co.uk satish.kirthivasan@montysbakehouse.co.uk +0044 (0)1342 894730 montysbakehouse.co.uk

Monty’s Bakehouse has great food, ready to fly…. RIGHT NOW!! half page template.indd 1 1 Montys_ad1_HalfH_v2.indd

5/25/22 08:34 03:06 PM 5/24/22

40 / WTCE PREVIEW: TASTE OF TRAVEL

Taste of Travel Theatre Join us in Hall 2 for WTCE’s best seminar programme to date! Moderated by Jo Austin

14-16 June DAY ONE: JUNE 14 10.00 ONBOARD ICONS Announcing the most influential people in the industry.

11.00 THE FUTURE OF SPECIAL MEALS Marc Warde of LIbero Special Meals and a panel of nutrition and diet experts discuss the challenges for our industry and ways in which the needs of special meals passengers can be addressed.

Understanding the modern allergen, dietary and special meals passengers of today can literally mean the difference between life and death. It’s time for a modern rethink, some new and perhaps difficult questions, and resolutions.

12.00 MOVING FROM PUSH TO PULL This session discusses ways in which airlines can improve the customer experience whilst increasing their ancillary revenue and cutting waste.

Job Heimerikx, AirFi; Michael Raesch, Omnevo and Simon Herkenhoener, LSG Group look at the supply chain, personalised meal loading and the latest technology for pre- and post-flight monitoring both on the ground and onboard.

MODERATED BY: Maryann Simson, Jetway Communications 13.00 AN APPETITE FOR MEAT-FREE DINING Steve Walpole serves up some of his favourite plantbased dishes tailored for the onboard industry.

14 PASSENGERS LEAD THE SUSTAINABILITY CAUSE Our panel of experts defines the vital significance of sustainability for inflight service in response to the growing customer demand.

MODERATED BY: Lauren Costello IFSA

PANEL: Anne De Hauw, Founder IN-Air Travel Experience( ATX); Marc Starke, VP Communications, Newrest; Bill Carrejo, Director of Sustainable Operations, Linstol; Philippe De Naeyer, Director Sustainability, deSter; and Sarah Klatt-Walsh, Sarah Klatt Consulting.

15.30 – 16.15 GOING SEASONAL Newrest’s creative chefs, led

by Jean Michel, cook up a selection of seasonal meals reflecting the importance of local food sourcing.

16.30 – 17.30 ONBOARD HOSPITALITY AWARDS RESULTS Awarding the very best. Join the Onboard Hospitality team for the gathering the industry has been waiting for! This year’s winners are announced and awards presented on the Taste of Travel Theatre. With thanks to Heineken, Bottega and SkyTender for the refreshments being served.

onboardhospitality.com

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WTCE PREVIEW: TASTE OF TRAVEL / 41 Food sampling

Programme details correct at time of going to press

Drink sampling

DAY TWO: JUNE 15 10.00 THE SCIENCE OF PLASTIC A panel discussion moderated by Foodcase reveals its research into consumer attitude to plastics onboard. Featuring Transavia, Icelandair and Buzz Inflight Products.

11.15 THE URGENT NEED FOR GLOBAL COLLABORATION Why global industry collaboration and standardisation are essential to achieve a more sustainable inflight service.

MODERATOR: Julie Baxter, Editor Onboard Hospitality PANEL: Matt Crane, Founder of the Aviation Sustainability Forum and SATS Global Innovation Centre; Simon Frischemeier, Head of Sustainability Management LSG Group (Chair ACA sustainability committee); Jon Godson, Assistant Director, IATA; Gregoire James, International Aviation Waste Management Association; and Dr Joe Leader, CEO, APEX /IFSA.

12.15 BOTTEGA TASTING 13.15 TRUE PRICE – A RADICAL NEW THEORY TO HELP SAVE THE ENVIRONMENT Ariane van Mancius, founder and owner of NowNewNext presents her truly insightful crystal ball session looking at just what people are prepared to pay if we want to consume without damaging the planet 14.00 REDEFINING ONBOARD CATERING The world of onboard catering and services has changed forever and airlines and rail

companies have been quick to adapt.

MODERATOR: Lance Hayward of The Hayward Partnership PANEL: Philippa Creswell, AVANTI West Coast/Virgin Trains; Sebastian Schafer of the LSG Global Culinary Excellence Team; Richard Cawthra, Swissport; Michelle Green, Tourvest; and Jodi Spicer, American Airlines.

15.00 ZERO WASTE CHEF SESSION Bjoern Orth of the LSG Group's culinary team, presents a range of dishes that reflect the theme of sustainability onboard in partnership with LSG Group's trend and customer concepts expert, Sunbul Dubuni.

16.00 – 16.45 ONBOARD INNOVATION LEAP: THE FUTURE A panel of experts explores extraordinary inflight experience trends driven by science, technology, culinary innovation and niche concepts.

MODERATOR: Dr Stathis Kefallonitis, Professor of Aviation Business & Passenger Intelligence, Embry-Riddle Aeronautical University PANEL: Ben Kaufman, JSX Airline; Brett Hooyerink, McGuire & Associates; Ashley Kerber, enroute; Erick Ray, Orvec by John Horsfall; and Ron Verweij, Safran 17.00 HEINEKEN PARTY

DAY THREE: JUNE 16 INNOVATION AND INSPIRATION DAY 10.00 A SUSTAINABILITY WORKSHOP

NOT TO BE MISSED A fun session bringing together the industry’s leading amenity and passenger equipment/comfort suppliers to present their latest designs/creativity and sustainable materials. A display of talent and innovation.

11.15 - 12.15 ADDRESSING THE RECRUITMENT CRISIS The industry is facing its greatest recruitment challenge ever. Robin Padgett, divisional SVP- dnata Catering & Retail talks to Nick Wiley, managing director, En Route and Antony McNeil, director global F&B, Singapore Airlines 12.30 COCKTAIL NETWORKING onboardhospitality.com

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Sustainability snapshot

Earlier this year Onboard Hospitality launched its inaugural Sustainability Sentiment Survey, as part of our ongoing Get Onboard Now! Campaign, here Julie Baxter and Roger Williams analyse the results

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ompiled in association with our Planet Action Group, seven quick survey questions looked to provide clear benchmarking of where buyers and suppliers are now in their sustainability journey, and where they hope to go next.

We asked our readers to assess their current status, rank the importance of potential changes in activities, and indicate timescales for future improvements. Questions targeted both onboard service and logistics and answers were anonymous. The topics covered included staff, onboard service, supply chains, barriers to progress and expected speed of implementation.

Clear goals The results are now in and we can start with some good news. Over 95% of airlines and suppliers who responded said their company has clear sustainability goals. However, less than a quarter thought 80% or more of their company colleagues understood those goals, or their role in achieving them. More worryingly, nearly half thought this internal understanding was below 40%.

Flying into action While the dramatic decrease in revenues and budgets inevitably led to some projects being curtailed, as our industry springs into action again, onboardhospitality.com

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SUSTAINABILITY SURVEY / 43 were a lower priority as they would naturally sustainability is back on the agenda. Some 79% of evolve as a result of other changes. respondents said they aimed to make a significant impact on sustainability within the cabin in the next 18 months.

Refills Asked to rank their sustainability priorities, the Beverages – especially refillable cups / water top three elements cited were waste management fountains and ensuring free trade / organic (70%), recycling systems (65%) and carbon choices were highlighted, while sustainable reduction (61%). A fifth were also prioritising initiatives on train interiors are likely to include closed loop systems as a top three priority. improved social areas and service facilities Improved composting facilities had the lowest to ensure a more intuitive relationship with priority ranking. customer. Textiles were a Looking at how the supply lower priority. chain could support their sustainability goals, 79% put Costs & Comms Suppliers looking to onboard food and beverage Again initial investment was support change have an products in their top three the biggest barrier to change open opportunity to priorities for change, for rail operators, but this deliver their innovations was second only to hygiene with over half saying this to an attentive market legislation/local regulations offered the single greatest opportunity for improvement. creating complexities in the We also asked which elements of the passenger supply chain. Lack of expertise and employee buyexperience they saw had most potential for in was not regarded an issue, with wide-spread sustainable change. A third ranked amenity kits as training ongoing, but only a third said at least 60% top, and two thirds had amenity kits in their top of staff were well informed on sustainability goals three targets for actioning. and their role in achieving them, so there is still With regards to the barriers preventing work to be done. sustainability change, unsurprisingly cost, However, on a very positive note, 80% of regulations and the complexities of the supply railway respondents saw significant sustainability chain were ranked as the top three barriers (in improvements likely within two years, with the that order). remaining 20% within 2-5 years.

On the rails

Brighter future

For rail caterers, reduction in waste came way out on top (90%), with particular focus on accuracy of ordering to reduce primary food waste, as well as reducing the volumes of single use disposables / plastics and packaging. Carbon/energy reduction (75%) and refining recycling systems (60%) were also in the top three priorities including removing unnecessary recycling caused by loading and reloading.

The message seems clear. While costs and regulation may make change challenging, key decisionmakers are prioritising sustainability and looking for answers. Attention is definitely turning to eco amenities and sustainable food and beverage solutions, with buyers actively seeking out innovations to help.

Suppliers looking to support that change have an open opportunity to deliver their innovations to an attentive market and must maintain their momentum to help deliver a brighter future for us all. It will be interesting to see the results when this survey is repeated in a year from now.

For rail catering research and other projects contact roger@ thecateringexplorer.com •

Going digital To advance the sustainability of their supply chains in the long term, rail operators identified that improving passenger volume prediction and ordering processes were key (e.g. technology linking orders to reservation systems, etc.); followed by changes in the types of food and beverage products offered onboard and the ways in which they are sold (e.g. pre-order, click & collect, at-seat delivery and perhaps even vending). Crew processes and product logistics

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Professional wash-up systems for Inflight Catering

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Food love stories If, as the saying goes, the way to a lover’s heart is through their stomach, then it’s really no surprise that the consumer’s love affair with cruising is more passionate than ever, says Neal Baldwin

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hen it comes to travel food and beverage there is no doubt the cruise sector is the undisputed king of dining.

Constant innovation, ground-breaking menus and impressive partnerships are all part of the mix, and trends here can perhaps give inspiration to airlines and rail operators too.

If you haven't checked out cruise catering for a while the quality and diversity may come as a surprise. The age-old criticism that cruising existed solely to serve the ‘newly-wed, over-fed and nearly-dead’ market, not much interested in the quality of fare served up, is long gone as customer trends and prioritises changed dramatically.

For proof, look no further than Mintel’s 2022 Global Food and Drink Trends report which identifies three food service musts. These are ‘In Control’ (giving consumers power to decide on dishes that are best for them, most notably for a health and ethical perspective); ‘Enjoyment Everywhere’ (the idea that food is an experience to savoured); and ‘Flexible Spaces’ (putting meals into redefined settings that allow greater interaction).

Cruise lines are already ahead of the game here, with massmarket, luxury and niche operators all eager to demonstrate they are

Above: Food with style on Celebrity Cruises food Below: El Loco Fresh Mexican options onboard Royal Caribbean's Symphony of the Seas

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putting guests first. Most noticeable – especially among the mass-market operators with the largest ships – is the focus on almost endless choice. Take Celebrity Beyond, the newest vessel in the Celebrity Cruises fleet, which entered service in April – it boasts 32 separate places to eat and drink. Four main dining rooms cover off the perennial flavour favourites of Modern US, Greek, Italian and French, while a further eight speciality restaurants offer globally-inspired fine dining. And that’s before you’ve counted the buffets, cafes and light-bite options.

Similarly, P&O’s newest ship, Iona, has 30 dining options including posh fish and chips, American BBQ and Soul dishes, Asian-inspired street food

and Indian. And, at the top end, luxury line Silversea has dedicated restaurants covering off Asian fusion, Japanese, Italian, French, modern European and tapas.

Differentiation What’s clear is that cruise lines are putting food at the forefront of their battle for guests, and at the heart of the message is differentiation. They want to control every aspect of the customer experience and do it by showing how great their own food is.

Contrast that to the commoditised world of air travel, where tie-ups with well-known food retailers aim to bring a touch of familiar comfort to broadly identikit products. Such alliances are rare in the cruising, having already been trialled and swiftly dropped by a number of operators.

Mediterranean giant MSC Cruises had one of the first significant brand partnerships, introducing Italian restaurant and deli chain Eataly to some ships back in 2013. The deal underlined MSC’s heritage, and Eataly was to be the star on its megaship MSC Meraviglia when building plans were unveiled in 2014. Come the ship’s completion in 2017 and Eataly was nowhere to be seen. The marriage has ended completely, with MSC saying it has ‘no plans’ to do anything similar.

Royal Caribbean is the only operator to really persevere with this type of partnership. It still clings to its deal with Johnny Rockets stretching back to 1999 and 13 ships now have branches of its 1950s-style diners. These mostly operate in the

Above L-R: Virgin puts its focus on food as an experience; P&O focuses on culinary style. Left: Scenic's Culinare programmes brings passengers and chefs together

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could eat at home! We listen to our guests to hear Caribbean serving predominantly US customers. what they want and determine what’s missing There’s a $6.95 cover charge to go along with the or what makes the most sense to adjust and restricted menu. The line also has an on-going reinvent. We’re seeing a continued focus on local deal with Starbucks on six ships, where outlets foods and flavours, and an industry-wide trend to charge for coffee and food, and somewhat indigenous flavours and ingredients. There is also ironically there are Jamie’s Italian restaurants on a big focus on fresh and healthy options.” eight ships even though the chain - the brainchild Concentrating on ‘local’ of UK TV chef Jamie Oliver delivers on multiple fronts, collapsed and closed its 25 most particularly allowing land outlets back in 2019. operators to link food to Onboard these cost $25-$45 Cruise lines are using the different itineraries and a person.

At the upper end Crystal their big-name chefs as a create a more ‘immersive’ Cruises, which went bankrupt point of differentiation - experience. The reduction in February, had Nobu on they are ‘food heroes’ or in food miles works from a CSR perspective, while also its two ships. Its high-end ‘ambassadors’ now delivering marketing benefits.

Japanese luxury seemed the P&O Cruises rules the perfect fit for a line charging roost here, especially with the sailings from its around £1,000 a day, and was one of the few tieUK home port. The brand actively promotes itself ups where chefs were trained by the eaterie. as a ‘British’ line and works with an incredible Only Carnival Cruise Line has actively sought out 900 UK-based F&B suppliers, many based on a partnership in recent times, opening Big Chicken the south coast. Examples include trout farm Shaq outlets on two ships. The fledgling fast food ChalkStream Foods in Hampshire, Isle of Wight chain, owned by former basketball star Shaquille Cheese Co. and Dorset’s Annings Cider. Each O’Neill, has five outlets in the US and matches sailing is estimated to be worth £2m in sales for Carnival’s razzmatazz image. local businesses.

So where are cruise lines going now?

At the same time, cruising is already on to Most prominent of all seems to be a swift the next step of its journey with celebrity chefs. understanding around passenger concerns about British star Gary Rhodes was the first to lend his the ethics and provenance of their food. name to menu development at sea, opening a Peter Tobler, Windstar Cruises director of hotel restaurant on P&Os ship Arcadian back in 2005, operations, explained: “Our guests travel to taste and since then every line has announced the world… not some chain restaurant where they

Above from left: Fresh from the pizza oven on MSC and SardineBruschetta-on Royal Caribbean Cruise Line Below: Culinary fun at the Playmakers Sports Bar & Arcade onboard Symphony of the Seas, Royal Caribbean Cruise Lines

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similar partnerships. Notable examples of chefs with ship restaurants include Roy Yamaguchi (MSC Cruises), Thomas Keller (Seabourn), Curtis Stone (Princess Cruises) and Marco Pierre-White (P&O).

However, what is expected of the famous faces in the kitchen has changed significantly.

Cruise industry consultant David Selby said: “The business has created more ‘celebrity’ chefs than the TV industry! Often you hear names mentioned and wonder who on earth these people are. But it’s not about just having a celebrity consultant anymore – cruise lines are really working the culinary relationships.”

Revenue bonus Rival lines are using their big-name stars to create a point of differentiation. Famous chefs have morphed into ‘food heroes’ or ‘ambassadors’, and are expected to play an active part in at least two cruise itineraries each season, offering masterclasses and demonstrations.

For lines, the celebrity kudos gives the opportunity to add more ‘speciality restaurants’ (where an additional fee can be charged to eat).

This is a popular revenue-raising trick for cruise lines, promoted as an ‘upgrade’ to guests wanting a bit of extra glamour during their holiday.

With consumers now more interested in all things epicurean, getting chefs more involved with sailings works well. Norwegian cruise line Hurtigruten recently unveiled acclaimed local chefs Astrid Nässlander and Halvar Ellingsen as its culinary ambassadors to enhance an existing programme celebrating the use of local organic produce. As well as being responsible for seasonal menu creation, the pair will source sustainable

ingredients from producers on the routes of six Hurtigriten sailings, train the line’s kitchen staff and oversee a new trainee programme.

Nässlander will even supply her famous moose sausages to the onboard kitchen.

Meanwhile, P&O Cruises has recently announced a series of sailings where its food heroes Marco Pierre White, Jose Pizarro, Kjartan Skjelde and wine expert Olly Smith will be interacting with guests. Spanish star Pizarro, who is responsible for the tapas menu in the line’s Glass House restaurant will even run shore excursions, highlighting the local flavours of the region.

Offering authentic local dining experiences and foodie tours has become increasingly popular too.

Scenic Cruises has launched its first ever culinary cruises in France; Regent Seven Seas Cruises has added Gourmet Explorer tours targetting foodies and Silversea's Sea and Land Taste programme focuses on regional Greek culinary traditions, with local chefs, producers and authors conducting talks, demonstrations and cookery classes.

Viking Cruises, Scenic and new British line Ambassador Cruises are among those pushing the Chef’s Table concept onboard where diners join lavish taster menus of eight courses or more, combined with the chance to share in the food’s creation with chefs and have the dishes’ stories and provenance explained.

Just like the cruise ships themselves, it seems when it comes to food and beverage onboard, this is not a sector that is content to stay still. •

Above from left: Culinary flair onboard Royal Caribbean Cruise Line; Caviar in the surf with Seabourn Below: Royal Caribbean Cruise Line lays on the style

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Family-owned since 1985

H‘ s' a family affair We are looking forward to seeing you at our booth again.

Visit us at WTCE Hamburg 2022 14.06. - 16.06.2022 – Stand 4D30 W W W. F R A N K E N B E R G . C O M

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50 // Catering Cruise Catering reCovery

Cooking up a recovery There are challenges a plenty but leading catering companies are revving up for recovery reports Julie Baxter

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eaders in the onboard catering sector report recovery is now underway with an acceleration towards smarter solutions and new ways of working.

Speaking at the first online webinar run by the Airline Catering Association (ACA), the heads of gategroup, LSG Group and dnata Catering & Retail all championed recovery and shared the view that the sector is at a point of transformation.

Robin Padgett, senior vp catering and chair ACA, said: “I don’t want to proclaim a false dawn but we feel we are on a strong and clear pathway out of the pandemic. Business is back to 50% of pre-Covid levels. The market is different in different regions but it feels like a recovery in every market – some from a very low base, others about half way back - but the trend is unambiguously up, so we are quietly confident we are going in the right direction.”

Erdmann Rauer, CEO LSG Group, said: “The

pandemic showed us all how fragile our business was. As an industry we were all in the same boat, with a big responsibility for employees and stakeholders to find our way to the future.

We had to stand together to learn from the crisis, within the ACA and within our own companies, and at LSG Group we saw it was fast decision-making and being flexible that was essential. The crisis was also an accelerator to smarter solutions. Technology has become key, transforming what we do and that will continue.”

His team will partner with equipment specialists, Kaelis, at WTCE in Hamburg to showcase innovative tableware solutions with a sustainability focus, alongside a live cooking event on the Thursday with three-star Michelin chef Thomas Bühner from Germany, Fatmata Binta from Sierra Leone, and Monica Pope from the USA sharing their culinary visions for a sustainable, seasonable future. A wide range of tech innovation will also be demonstrated

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This industry still has lots of potential. We have from the team and Retail inMotion, including augmented reality options and ways to accurately to be ready for the recovery whether it is with service or retail related F&B, we need to be close analyse tray leftovers to cut future waste. to our customers and close Christoph Schmidt, CEO to their customers, and we gategroup, said: “The market need to understand just is growing, only four percent what they want.” of the world’s population has Caterers have had to do a He predicted it would be taken a flight, and on longer lot to survive the three to five years before flights we will always need pandemic.

It showed our full recovery in terms of to eat – so the fundamentals vulnerabilities but now business volumes was remain in place. It is a complete and that there complicated business so we are more resilient would be an acceleration not easy for new players to towards more retail come in, and those who look offerings, more hybrid models, more pre-order, see there is a big risk regarding the stability of pre-select and personalisation. As some airlines the major clients after they lost 80-90% of their divest themselves of in-house caterers he revenues in the pandemic. Happily they have expects larger catering players will be the ones survived, so the industry overall is not at risk but investing in the technology needed. the pandemic has shown the vulnerabilities."

In the U.S, Flying Food Group’s Nicolas Rondeau reports that most of his airline customers are in Building resilience the process of reverting to their pre-covid menus.

He is positive about the future. “We have had to “The trend is towards authentic locally-produced do a lot to survive but we now are more resilient, products, with an emphasis on wellbeing and we are diversifying away from airline to food the eco-friendly. Though this is becoming a service and this helps spread the business risk.

Clockwise from far left: Qatar Airways commits to keeping up standards; Emirates set for its Premium Economy launch; Virgin Atlantic makes time for tea; Cuisine Solutions champions sous vide solutions; and LSG Group chefs focus on sourcing

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challenge to deploy due to the ongoing supply chain issues we are experiencing.

He sees strongest recovery in Europe, the Middle East and India and expects the flying levels for summer will be close to, if not above, 2019 levels. Asian recovery is slower, with mainland China still at spring 2020 levels, whilst Japan, Korea and Taiwan are forecasting growth for summer. He added: “Good news for us is that the domestic U.S market has come back strongly and our retail division is experiencing very strong activity, working towards the 2019 level.

Allison Budd is new COO at Air Fayre also sees business returning and facing new challenges.

She said: "We are excited to see flight volumes rebound post-pandemic. Given the desire for cost-effective growth, caterers must leverage technology to automate historically manual processes to efficiently meet operational needs.

Challenges ahead Tomu Odawara, director of onboard service at Cuisine Solutions sees challenges too. He said: “Throughout the food industry the challenge is to keep up with increasing post-pandemic demands. The challenges include labour and materials shortages, especially in airline menus that continuously change. The solution is to maintain and continuously improve menu quality while lowering labour costs. The strength

in our products is that they are fully cooked, pasteurised, and ready to be dished – an ever more key point.

“While this satisfies the commercial side of the business, we have also had significant gains in R&D projects to develop unique plant-based products that are enhanced by the sous vide process. We opened a sous vide plant in San Antonio and this is becoming the standard bearer for sustainable food manufacturing.

Many of our partners are looking keenly at this trendy plant-based sector and want to support sustainable practices.”

At WTCE, Cuisine Solutions will be showcasing innovations developed by its chefs based in the U.S, France and Thailand using local ingredients.

The emphasis is on plant-based products and portables.

In Japan, ANA Catering also reports things on the up. Tim Zandbergen said: “Things are looking positive. ANA and other airlines have plans to increase flights amid ongoing changes to immigration guidelines and we have some really exciting projects in hand including one drawing on the company’s Japanese culinary knowledge and skills to offer menus to airlines flying into Japan. We may extend this into retail sales as there is an increasing demand for authentic, healthy Japanese food products. We have an affiliated company in Los Angeles

Above from left: Libero is seeing strong demand for special meals; Virgin Atlantic is building back

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Egg-cellent taste

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that produces quality products and we are planning to extend this project to Europe and China soon."

Up-skilling Zandbergen added: “As a core stance we did not lay off staff in times of downturn so we retained qualified, trained chefs and teams. This means we have all the essential people in place as things turn around. Japan’s airlines have been severely affected by strict entry requirements but we have used that valuable quieter time to train/retrain and educate employees, renovate our catering facilities, undertake improvement projects, obtain certifications such as Halal, EU HACCP, and grow our non-airline business.

This was a stance also taken by Bangkok Air Catering which says it took on and developed its talent during the downturn and that this is already reaping business benefits.

Singapore-based SATS will exhibit at WTCE this year, alongside its UK brand Monty's Bakehouse, as it develops strategies for the future through a new S$150m food hub and innovation centre.

Due for completion in 2024, 20,000 sqm hub will

include food manufacturing, production kitchens, innovation lab, warehousing and logistics centre, food court and experiential centre.

Kerry Mok, SATS CEO, said: "Automating our meal production processes changes the landscape significantly to benefit our partners.

It will enable us to implement hi-tech food production to achieve cost efficiency, strengthen operational resilience and create greater opportunities for upskilling our people.

In the special meals arena Marc Warde, founder Libero/Niche Free-from Kitchen added: "Special meals are in huge demand and people want clear new assurances around allergies which requires proper expertise and dedicated facilities. We have never been so busy as we are now! •

Clockwise from top left: Fiji Airways launches new dining concept; Libero extends its gluten-free and vegan special meals; seasonal flavours from LSG Group; and Alaska Airlines updates and upgrades Below: New plant-based options from Cuisine Solutions

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In good spirits Taste is important, but what else determines a good beverage choice for service onboard? April Waterston investigates

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ake one look at the 2022 Onboard Hospitality Awards entries and you’ll see our beverage category is bursting with innovative beverage products.

From water to wine, tomato juice and iced matcha tea, the entries reflect a demand for variety onboard and many come with eco credentials too. Increasingly as buyers make their choices though it’s not just taste that’s important, but also packaging, product design, sustainability and provenance that can make or break a successful onboard collaboration.

Brand match I asked Benedict Fanconi, SWISS Inflight Product Europe, how SWISS chooses its onboard beverages. He said: “We have an evaluation matrix through which we rate all products.

Beverages are assessed base on the following ratings: taste, design of product, premiumness, Swissness, storytelling potential, organic, regionality, sustainability of packaging and the commercials.

“For me, all of the above play a role in choosing a product but of course besides taste we also want that a beverage fits our brand,” he says.

Partnerships with big brands onboard can benefit all parties involved – something the cruise sector in particular has capitalised on.

P&O, for example, has added theatre to its ships with onboard distilleries. Salcombe Gin is behind a bespoke spirit made on Iona (the ship has a dedicated gin bar with 300 varieties), while new vessel Arvia, will have its own sea-inspired rum The Tidal Rum - produced specially for the cruise line onboard by a specialist producer from Jersey.

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Experience and enjoyment of wine can go hand-in-hand with sustainability Wine and dine Provenance and storytelling has become key, and wine is no exception. Italian icon Bottega focuses on its story and history with its products, such as the Il Vino dei Poeti Prosecco Rosé DOC – a Brut sparkling wine that originates from grapes grown in the Prosecco Doc area using traditional techniques. The wine is characterised by its mother-of-pearl pink colour. While Bottega Gold, a Prosecco Doc characterised by its golden bottle, widely appreciated worldwide as an expression of its Made in Italy credentials.

On rail, Great Western Railway (GWR) has recently revamped its wine offer with a new partnership with Virgin Wines, which is now its sole supplier of wine across the network. The partnership is GWR’s first change of wine supplier in almost 20 years. Under the new partnership Virgin Wines has curated a bespoke range which will be available on all trains including in its famous gourmet Pullman Dining rail service.

Packaging focus Regardless of the content, packaging can make or break a product. In particular it offers an opportunity to reinforce brand ideals with regards to sustainability.

For example, Paul Sapin bottles its Philippe Dublanc wine in a light-weight recycled plastic bottle that aims to emulate the sophistication of glass, but are 49% lighter in weight than a glass bottle. It uses a champagne-shaped bottle with

a screw cap and a top closure for a traditional sparkling-wine look.

Packamama has supplied its eco-flat wine bottles to support KLM’s efforts to achieve the most sustainable flight possible. 87% lighter and 40% spatially smaller, Packamama’s climatefriendly bottles are ideally suited where space is at a premium and weight savings are sought after to help reduce fuel consumption. Made from 100% recycled PET, the bottles fulfill the sustainability brief inflight but also have lower carbon emissions in their production and transport chains compared to glass bottles.

Organic wines were selected to further enhance the focus on responsible sourcing.

“Our climate-friendly bottles demonstrate that the customer experience around wine can go hand-in-hand with sustainability,” Amelia Dales, commercial director at Packamama, explained.

Encouraging airlines to move away from bottled service altogether, Skytender is offering specialist trolleys for beverage service and will unveil some key sustainability plus points achievable by moving this way during WTCE in Hamburg. The company has been involved in some significant research undertaken by UNESCO which suggests mobile beverage solutions have a 50% lower

Above: Packama's eco-flat wine bottles have featured onboard KLM Left: P&O partners with The Tidal Rum

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partner who could understand our sustainability goals and work with Nordic ingredients to produce on a large scale. Quality is at the core Cocktail hour Cocktails can help inject personality and branding of our values, and with this collaboration we are able to offer an interesting and consistent into a drinks service. For example, Finnair has cocktail selection to our recently extended its drinks customers onboard.” service to include a new Finnair has also partnered ‘Northern Blush’ cocktail, with Finnish producers created in partnership Mixology meets for whisky from Kyrö, gin with Scandinavian cocktail technology on cruises as from Helsinki Distillery and producer, Danish Mikropolis two robotic bartenders Valamo XO dessert wine.

Cocktails. Containing shake, stir and mix For an added sense lingonberry, a splash of of occasion, passengers gin, and a dash of orange onboard Royal Caribbean Cruise Lines find a peel mixed together. It aims to conjure up Bionic Bar where mixology meets technology and the freshness of Finland’s forests through the two robotic bartenders shake, stir and mix up nuances of citrus and a hint of juniper. the cocktails. While guests wait to be served, an Lauri Ahonen, Finnair kitchen concept & electronic display board shares fun stats about category manager, said: “Cocktails are a growing guest orders and a play-by-play of each drink trend and have become a part of Finnair’s inflight that’s being made. • dining experience. With Mikropolis, we found a

carbon footprint than traditional cans and bottles offered onboard.

Above: Phillipe du Blanc emulates the luxury look of a glass sparkling wine bottle but uses light-weight plastic and a hidden screwtop

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approximately 800 MWh to the brewery annually.

In Brazil, significant progress was made towards providing 100% clean, renewable energy to the breweries by the end of 2023.

Many of the HEINEKEN sites located in waterstressed areas have now started watershed protection programmes to balance water use in production by 2030. Projects range from innovative nature-based solutions to infrastructure investments and development. The brewer has already improved its average water usage (hl/hl) by 33% compared to 2008.

To reach the net zero carbon goals, the company plans to go beyond the walls of its breweries and act in its entire value chain. It has engaged with agriculture, packaging, and cooling suppliers to decarbonise their production and has commited to science-based targets (SBTi). In logistics, HEINEKEN has partnered with suppliers of electric trucks that are already delivering in many parts of the world.

Signs of real progress are clear but there is much more to do and time is short. The HEINEKEN team plans to continue moving ahead with urgency, in the spirit of collaboration and impact. Together, they say: "We will Brew a Better World." •

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HOW TO... / 61

How to...

...sell well at sea Cruise lines increasingly see retail as both a vital source of revenue and key to the cruise experience. Dave Andrews identifies what makes a great ship shop…

MSC

embrace the change

On the Titanic, over a century ago, the nearest thing to a retail outlet was a barber’s shop! Since then, as cruising has increased in popularity and accessibility, onboard shopping has developed to such an extent that maximising its potential has become both a science and an art. Random outlets selling duty-free alcohol, souvenirs or quirky T-shirts have morphed into quasi shopping malls stretching the length and breadth of a ship. Retail is now key to the onboard mix and new shops are constantly added while old ones are redesigned and refurbished.

modern, sleek lines, are calculated to create an attractive and welcoming ambience. Hundreds of hours are devoted to presentation which must also include the basics. Cleanliness and tidiness need to surpass godliness in an onboard shop!

pick your location

Onboard location is everything. It’s all about flow and footfall. Passengers will usually find shops around a central atrium and on the most popular routes between the bars, restaurants and theatre.

MSC

the power of a promo

prime your people

Staff are vital. Most ships field international teams and from this diverse cultural mix innovative styles of marketing evolve. More than just a salesperson, shop staff need to show an element of theatricality to provide proactive engagement with the public. The challenge is to mount ever more innovative events to compete with port shopping.

draw them in

Creative lighting and displays, working seamlessly with the ship’s

Fact file Trends matter cruise lines must adapt to suit by adding relevant retail choices such as smaller boutiques and technology for easy browsing.

The use of apps for digital ordering

and a move to 'Amazonesque' cabin deliveries strike a chord with eco-friendly cruise lines moving away from printed material.

Newest to the onboard retail mix are opticians and hearing centres.

Promotion sells. Whether a cruise lasts three days or three months, passengers must be persuaded to return time and again. Display changes, giveaways, a promotional event or a flamboyant demo all work to create an urgency to revisit. It’s a fine line between cruise retail and entertainment and retail staff often pop up on Ship’s TV showcasing new brands or highlighting offers.

Retail planners know they have a captive audience. Passengers have time on their hands. The challenge is to galvanise them into spending it (and their cash) in the shops. •

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62 / KIDS BRANDING

The are alright After lockdown days spent glued to screens, April Waterston explores how suppliers are engaging children onboard as they take to the skies once more

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any toddlers and young children are now more proficient with an iPad than I am. Their short time on earth has been plagued by not just COVID-19, but by screens – which for many became lifelines to family and friends and education during lockdown.

Pandemic aside, screens and technology are increasingly a part of childhood, replacing time spent drawing or playing with toys with apps and cartoons on demand. So as we edge deeper into the digital age, how are suppliers keeping kids

engaged onboard? For the most part it seems the focus is on using time travelling to come away from the screens and engage in the real world.

Time to learn Fiji Airways and Air Astana (with its partner Kaelis) are using the onboard opportunity to raise awareness around the environment with kits focused on entertaining and educating at the same time.

Fiji Airways’ Our Ocean, Our Life kit highlights the animals and eco hazards hitting the ocean through a child-friendly story book, and Air Astana’s Eco Future In The Skies concept aims to highlight ways the airline industry can be more sustainable with backpacks made of recycled PET bottles and no added plastic packaging. Inclusions are traditional games, puzzles and colouring as well as a travel pillow and anti-skid socks. For older kids (7-11) a smartphone protector case recognises kids’ tech obsessions and a QR code links them to the story of the anti-skid socks.

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KIDS BRANDING / 63

AK-Service has worked on an ECO kit too focused the memories of a nice pleasant flight alive, and it around nature and themed around: the protection should feel like a present.”

Children flying with Finnair receive a rucksack of forests and trees, protection of water and water ideal for school or sports use after the flight, an animals, protection of rare animals and protection inflatable Moomin pillow, a ‘magic’ puzzle cube of the atmosphere. The activity books help with Moomin characters and Finnair icons on, children understand the importance of nature. dental kit and slippers.

“The most important part when designing Skysupply has also developed a range of kids’ children kits is to consider both children and kits for Air Mauritius, for which parents,” says Aleksandr they created a cool dodo Ferents, CEO of AK-Service. cartoon character to link the “You have to make a product kit to the home base island of which will be educational A well-designed kit and eco-friendly, and at the will build solid emotional Mauritius.They branded the offer the ‘Crazy Bird’s Club’ same time, exciting and ties between the airlines and coupled it with a cool desirable for children who and the children graffiti-style design which are mostly interested in appears across a draw-string mobile apps. We also always bag, a cap, a water bottle, playing cards and a think about the other passengers onboard, so we baseball cap – all products designed to be enjoyed use packages which are quiet and games without on holiday and beyond. loud sounds.”

Buzz continues to develop its big brand collaborations for kids but increasingly with an Cool characters eco twist. They're connecting Disney favourites Integrating family-favourite characters into like Aladdin, Lion King, Captain Marvel onboard products can offer a sense of familiarity and Dumbo with Singapore Airlines but to children onboard, as well as increasing the replacing all plastic items with paper reuse value post-flight. For example, Finnair has and card, and removing all plastic introduced Moomin kits celebrating the iconic packaging to tick the sustainability cartoon. “When you start designing kits, you priorities of the airline. Appealing to think about second use,” says Wolfgang Bücherl, managing director at Skysupply, whose team kids of all ages, the products are designed created the kits. “You want to entertain the kids based on trends research and a thorough onboard and also after the flight, so it should understanding of the developmental needs and abilities of all ages to ensure the range not be a single-use product. It should not be delivers fun, entertainment, education, something they use for a few minutes and then and comfort. Included are comforting throw away, it should be something that keeps

Above from left: Air Astana aims to educate children as they fly; Air Mauritius prioritises resuability post-flight life

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64 / KIDS BRANDING

plush toys, functional keepsakes, as well as entertaining and educational activities that inspire creativity and interaction.

Creating memories Children’s kits offer a chance for airline branding and messaging that will follow a family long after their flight ends. “A well-designed kit will build solid emotional ties between the airlines and the children,” says Nathalie Bahon, Augusta CEO. “They are designed to be kept after the flight, to be brought home and reused for years to come.”

Augusta has collaborated with Air France on its baby and children’s kits. For the new baby offer (from 0 to 24 months), passengers in La Première, Business or Premium Economy cabins are offered a Kraft box in which they discover a pretty quality cotton pouch, a rabbit cuddly toy and a tube of organic thermal cleansing water. Economy passengers just receive the toy, styled to be a early years favourite. Kits for older kids are also innovative - presented in a Kraft folder.

A new range of kids’ products onboard Etihad aim to build excitement for holidays ahead. The airline’s new children’s kits and meal service in partnership with Warner Bros World Abu Dhabi, was created by Haoliwen. For infants up to two years old, parents receive a soft fleece blanket decorated with the faces of Tweety, Bugs Bunny, Daffy Duck and Sylvester to take home. Young flyers, aged three to eight years, get a drawstring bag featuring an activity book, crayons, memory card game and passport holder, and tweens and teens aged nine to 13 receive a ScoobyDoo themed backpack featuring a Museum of Mysteries board game.

Meal-time entertainment It’s not just kits that can add value to a young passenger’s journey. Incorporating fun

elements into the meal service can build additional excitement. For example, Etihad has continued its Warner Bros association through to the branding of mealtimes, with young travellers receiving Warner Bros. World Abu Dhabi themed dining equipment in bright colours.

“Passenger experience is a key theme, understandably, within our industry and for younger consumers this becomes ever-more important,” says Richard Wake, creative director at En Route International. “Not only are we considering the child itself, but also the parents who equally depend on inflight engagement for their children if they are to have a more relaxing and positive guest experience.”

En Route’s Scribbles and Nibbles offer is a childfriendly snack box that gives younger travellers a variety of creative activities alongside a selection of nutritious snacks.

The product has been developed with functionality and sustainability in mind; the size and depth of the product being optimised for onboard storage.

Within the easy to open folder, children find a range of entertaining items to keep them engaged. In-keeping with En Route’s sustainable approach to product development, the folder can be re-used to store other personal items away from the flight, meaning less wastage. •

Above: En Route entertains young travellers during mealtimes Below: Emirates builds excitement for holidays ahead with a Warner Bros World Abu Dhabi themed kids' offer

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Buzz Designs And Creates Products That Travellers Love

Come and explore our world of iconic luxury brands and game-changing innovations We look forward to celebrating our love of travel at WTCE 2022 in Hamburg STAND: 4D50 LET’S CREATE TOGETHER @buzzproducts buzzproducts.com

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Concert-quality Sound at 30,000 ft.

Premium noise-cancelling headphones that allow you to create the ultimate in-flight experience and perform in-house repairs for seamless, repeated extension of operational life.

100% CUSTOMIZABLE | INCREASED REPAIRABILITY | DECREASED ELECTRONIC WASTE

www.Linstol.com United States | +1.239.530.7865 | LinstolUS@Linstol.com United Kingdom | +44.1252.620630 | LinstolUK@Linstol.com Hong Kong | +852.2319.4176 | LinstolHK@Linstol.com

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IN CONVERSATION / 67

we've removed over a million pounds of plastics from the air After seven years at Linstol, Bill Carrejo has become the company's first director of sustainable operations – and here he shows just why...

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or the last four years, we have been working with our airline partners around the world to try to find sustainable alternatives to single-use plastics and other things familiar in our industrythat are now deemed as harmful to the planet.

It’s not only about making moves to something that seems more ‘sustainable’, but also researching and double checking that through implementing changes we're not doing more harm than good. If you switch from one thing to another but that new product actually turns out in the long run to be worse, then you really haven't done anything at all – you’ve just swapped your problems.

Our first significant eco-alternative product on the market was a bamboo stir stick, to replace plastic stir sticks.

Since 2018 we've delivered over 600 million bamboo stir sticks just within the airline industry. In fact, since 2018 we've removed over a million pounds of single-use plastics onboard.

Worldwide impact In my new role I'm looking at our company itself – checking our systems are sustainable, that we offsetting our own carbon footprint, and so on. One of our biggest goals is to become plastic positive, which would mean we take more plastic out of the world than we put back into it.

We've partnered with several companies to help us on our journey.

For example, we have sponsored Plastic Bank to collect a million bottles on our behalf. Its team goes into vulnerable countries and stop plastic from

entering the ocean. I hold a Masters of Science degree in organisational leadership and change development, with over 1500 hours of research into types of sustainable programmes and alternatives. That really helps - back research is essential.

I also work with factories around the world to make sure they're treating their employees fairly. We do this through partnerships with BSCI, EcoVardis and SEDEX. We make sure there's no child labour, there's no prison labour, that employees are safe, wages are paid on time and paid fairly – it takes a lot of work but we do all this to prepare every product for launch.

There are a lot of challenges but I am trying to spread the message – trying to ensure we really make a difference. linstol.com •

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We take care of your Uniform Management through Digital Transformation. Simple, effective and sustainable.

Successful projects delivered for +80 companies over the planet. info@wearskypro.com

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OPINION / 69

New landscapes

time to change The pandemic has changed everything, says Lance Hayward, founder of The Hayward Partnership. Is it now time to reinvent what we do?

Learn more

Historically, the core attraction of our industry was its incessant, adrenalinefuelled nature and the sheer elation experienced when you got through another day against seemingly impossible odds, standing shoulder to shoulder with like-minded ‘warriors’. Colleagues became life-long friends, glued together in labourintensive, traditional organisations so prevalent in our sector.

Heroes in trouble Now we are emerging from the biggest crisis the industry has ever faced and the landscape has fundamentally changed.

Financially, organisations all along the value chain have come dangerously close to the abyss. To survive, most have had to cut deep into their experienced teams. Talent has been lost permanently to other sectors. Those who remain are exhausted holding it together with skeleton teams. Heroes, every single one of them, but now facing a daunting surge in passenger traffic. To compound the situation, there is a scarcity of critical resource. The workforce has had a taste of the work-life balance and flexibility of other sectors.

Drivers of change We are faced with a choice. Ride it and try to rebuild as it was, or embrace the new drivers of change – primarily Sustainability, Digital Transformation and PostCovid People Strategies.

Sustainability should lead us to address the duplication, low asset utilisation and wastage, and to identify opportunities for collaboration and diversification that are inherent in the current operating models.

Digital Transformation has redefined what is now possible. From the automation of

Our industry is ripe for reinvention. Is it time to rebuild on new foundations? repetitive tasks – from driverless vehicles to financial admin, data analysis to new digitallyenabled sources of revenue.

Post-Covid People Strategies provide an opportunity to move away from the current labour-intensive model. Labour resources could be focused on tasks that add value and provide competitive advantage. New competencies for remote working could be developed by organisations to manage, motivate and promote staff engagement, and create new environments for creativity and innovation to flourish.

Our industry is ripe for re-invention. Is it time to rebuild on new foundations?

Join an illustrious panel of leaders from across the sector at the Taste of Travel at WTCE on June 15 to learn more. • thehaywardpartnership.com

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70 / THINK TWICE

Think twice about pricing As onboard buyers haggle with suppliers over contract prices Ariane van Mancius, of Now New Next, talks us through the True Pricing concept which she believes should now drive all negotiations and debate around sustainability…

Every product and ingredient used onboard has taken its own, unique journey. It's a trip that rarely makes a positive impact on the planet but the negative effects are rarely reflected in its price. If you want to get serious about sustainability this needs to change and you need to focus on true pricing, a concept developed by the Impact Institute over the past six years.

True Price (trueprice.org) is an organisation based in The Netherlands which considers the costs of the CO2 emissions, water, soil and energy use, possible malpractices such as child labour or other exploitation, as well as underpayment for the labour and small farmers in the chain.

Think impact

rather than handing these on. If we start to pay the real price this contribution can be used for remediation, so damage caused by the production Purchasing something process is restored or compensated for. which appears cheap Another part of the means passing on the revenue can be used to real costs to others prevent future damage.

This thinking shows that the actual costs of a product are not elsewhere in the world or hypothetical; the costs to future generations exist but are paid or Think practically absorbed by other The True Price mission people, usually somewhere else in the is already being used in practice in the De world, or by future generations.

Aanzet supermarket in Amsterdam, which Purchasing something which not only displays a product’s market price, appears cheap means passing but also the other hidden costs. This show on the real costs to others. the consumer in a clear and precise manner By working with a true pricing which are the most sustainable options and system, we can pay ‘nature’s gives them the opportunity immediately to invoice’ as well as the social costs pay the true price for a given product. involved in our buying behaviour, At the end of 2021, I also opened the first

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Learn more

THINK TWICE / 71

Focus on hidden costs The ultimate aim of a true price system is to reduce the hidden costs as far as possible so that the buyer in the end will no longer need to pay a premium for a more sustainable product.

Change the system The True Price remediation process can be managed by the True Price Remediation Platform which True Price is currently constructing. This platform connects shops and organisations that use true pricing with supply chain parties, NGOs and companies that take care of remediation. Every additional euro paid by a buyer goes to one of these charities. This is how you can contribute directly to system change.

Identify pain points

True Price Cafe in the world to see how consumers react to the concept within a catering and hospitality setting. The café, working with key suppliers, reveals the actual costs usually invisible to the consumer, letting them pay the real, True Price for their coffee, tea or soft drink. It is a ‘living lab’, with ample space and opportunity to learn about and discuss true pricing too. First indications demonstrate a positive reaction among consumers; most appreciate the transparency and a large number are prepared to pay the premium for sustainable products.

Think airlines True pricing can be applied anywhere and KLM is already working on true price airline tickets. We must all calculate the true price of our products and services, in aviation a huge amount is hidden. To be truly sustainable you must know your trueprice costs. •

The goal of true price is not to make things more expensive that is a big misunderstanding - but rather to recognise that in the current situation we take from future generations or from our planet. The goal is to see where the pain points/biggest costs are and then innovate to reduce that and lower the True Price gap by innovation in the chain.

Support global good The True Price movement believes the global economy is broken. Economic growth has produced prosperity for many but has also been a key driver behind some the largest societal problems. It believes a sustainable and inclusive economy is possible. This is an economy that respects universal rights by preventing any breach or remediating wher breaches are made.

Learn more For more information visit: www. trueprice.org and attend Ariane's session at The Taste of Travel Theatre during WTCE in Hamburg in June.

Ariane is part of our Get Onboard Now! campaign PLANET Action Group - focused on onboard sustainability.

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VISIT US IN WTCE 2022 BOOTH #4E29

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www.euro-goodnight.com

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74 / TAKING OFF

Textiles take flight April Waterston turns the spotlight on the textile innovations you won’t want to miss…

FORMIA PERFORMANCE LOUNGEWEAR

With changing passenger expectations in mind, FORMIA has developed a Performance Loungewear range with hygiene, wellbeing and sustainability at the forefront. The Performance Loungewear range includes sustainable material solutions such as organic cotton (certified by the Global Organic Textile Standard) blends with recycled polyester, and eco-friendly, breathable and thermo-regulating bamboo fabric. formia.com

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TAKING OFF / 75

COMMENT

Green priorities

Mills Textiles SUSTAINABLE RANGE

Responding to trends, the company has launched a range of sustainable textiles for airlines featuring natural and biodegradable fabrics. millstextiles.com

John Horsfall FINNAIR MARIMEKKO COLLABORATION

Matrix

The new Finnair Premium Economy onboard experience builds on the airline's established partnership with stylish Finnish design house, Marimekko. Made with 100% recycled polyester, the blanket is a soft double cloth jacquard construction, featuring the bold painterly strokes of the iconic Marimekko print design. johnhorsfall.com

Man-made cellulosic fibres and woodderived textiles are getting bad press the environment. Man-made cellulosic fibres (for example viscose) and wood-derived textiles are getting a bad press due to deforestation, water pollution and so on.

Focus should not just be on recycled materials but also on the introduction of alternative sources of fibre alongside virgin material from certified sources."

QATAR'S FIFA LOUNGEWEAR

Using textiles to build a buzz around Qatar's hosting of the FIFA World Cup later this year, this new loungewear set mirrors the national colours. thisismatrix.com

Buzz AMERICAN AIRLINES SLEEPSUIT

Created in collaboration with the RECLINER brand, these new sleepsuits for American Airlines are consciously made from recycled plastic bottles and blended cotton, making them luxuriously soft and highly breathable. buzz.com

"We have recently noticed customers are not simply asking if a 'sustainable' product is made from recycled material, or if it is biodegradable, but are also interested in the sustainability of the manufacturing process. In some instances, a biodegradable product is created through a manufacturing journey that is bad for

Tim Morris

Kaelis ECO-FRIENDLY COMFORT ITEMS

Inspired by Aeroméxico's recent participation in Skyteam's Sustainable Flight Challenge, the Kaelis team created a collection of environmentally-friendly products made from recycled, biodegradable, compostable materials which are reusable and recyclable. kaelis.world

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Head Global Mills Textiles

CREATING GALLEY SPACE WHERE IT DOES NOT EXIST

Flex-e-Bag in conjunction with

Flex-e-Clip

Flex-e-Drawer and introducing

Flex-e-Frame 3 R’s Reduce (waste, weight), Reuse, Recycle

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NEXT ISSUE LANDING IN YOUR INBOX

June 2022

Tech innovation

Scan the code above to read it online

Send your latest news and views to julie.baxter@onboardhospitality.com OTI Advert v3.indd 1

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Connected retail Onboard technology is driving retail sales and supporting new routes to profitability post-pandemic reports Laura Gelder

A

s the summer season begins in the northern hemisphere, airlines face their biggest chance to boost recovery and their biggest test in a while in terms of onboard service. All are looking for ingenious ways to increase profit margins and cut waste, and buy-on-board is proving key.

Fernando Guinea, vice president of Gateretail, reports that growing interest in digital onboard retail programmes is no longer limited to lowcost carriers, and attributes this to the customer service angle: “A digital retail programme allows passengers to customise their travel experience while also limiting cost and waste linked to loading items that are not truly wanted. Airlines are then better able to meet varying customer

expectations and improve the overall customer travel experience,” he says.

From ground to air Of course, long before Covid-19, the increased personalisation of onboard retail, including F&B, was a trend gathering pace, and technology was the force driving it forward.

Tom Szwed, head of commercial at gategroup’s tech partner Beyond (formerly Black Swan), points out that self-service via technology has become the norm – from supermarket checkouts to order and pay-at-table apps in restaurants. “It’s not a surprise to see this trend translate to onboard retail,” he says. “Passengers now just expect to able to browse, order and pay on a mobile device.”

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retailXxxxx tech / 79 Guinea also flags up the flexibility of an onboard retail platform like gateretail’s eCrew.

It can work for an airline with one aircraft or 1,000 and allows airlines to add or remove retail modules and/or functionality as their programme evolves. He believes scalability, as well as flexible payment options, are key to success and the key components for any onboard retail system.

“This evolution in functionality allows carriers to start small and grow their retail programme or simply adapt to the ever-changing aviation retail market by adding new retail channels such as preorder, in-seat ordering or post-flight sales, beyond their onboard sales set up,” says Guinea.

Data is king In 2020, gategroup launched what it called a ‘data revolution’ using data and predictive technologies to better understand and address consumer needs. Trendscope is a world-first social prediction tool, developed by Beyond and capable of analysing millions of real-time online consumer conversations. It evaluates, ranks and uses this to predict which trends will matter most to a company’s consumers.

Generating and utilising data is fundamental to the value retail tech can add. José Lirio Silva, head of onboard retail Europe and MD for Retail inMotion, says data is key to generating trust and a stronger connection between the passenger and the airline. He explains: “Our onboard retail technology enables the airline to get in touch with the passenger as soon as they have booked the ticket. They can pre-order their meal from home, reducing food waste, and onboard they can use their own devices to navigate the interactive menu card, order and pay. We analyse the data generated from this to create an even more individualised offer.”

Looking to be ahead of the curve, Newrest developed a digital and innovation lab five years

Scalability and flexible payment options are key to the success of an onboard retail system ago to focus on travel retail. A key solution to come from this was its Winrest ERP (enterprise resource planning software). This is central to its contract with Spanish airline, Vueling. Before each flight, Winrest allows customers to place pre-orders through a click and delivery solution.

This also takes place onboard through an AirFi payment solution which can communicate directly with the software. The ERP also connects to a variety of third party entities, including Spanish customs, an inventory management system and financial management system – making onboard retail more agile and efficient.

Marc Starké, Newrest’s vp of communication, marketing and digital transformation, believes the lab’s research has also shown that in today’s world, even pre-ordering opportunities are not enough: “What people want is NOW,” he says, adding: “We aim to align our onboard offering with what digital users are used to.”

Omnevo’s recent partnership with dnata Catering & Retail shows how onboard retail is supporting the recovery. David Loft, chief commercial officer of dnata Catering & Retail, says the challenges of Covid-19 have driven “an even sharper focus on customers across the board and fast-tracked the development of onboard digital technology and product solutions.”

Above: Gateretail is evolving the way passengers interact with products; Below: Omnevo supports dnata Retail's offer with data driven development

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Making it modular Omnevo’s modular end-to-end solution generates real-time analytics throughout the entire supplychain, showing what has been consumed, purchased, wasted and lost.

Michael Raasch, CEO of Omnevo, comments: “Omnevo helps airlines take their revenue, operational efficiency and profitability to new heights by exploiting the full power of an ecommerce marketplace. What’s more, the modular solution enables airlines to manage their own digital and operational platform, increasing efficiency, creating new profit streams and ultimately improving the passenger experience.”

Raasch believes airlines looking to boost recovery with onboard retail technology should look out for providers with a cross-functional team: ”Not just tech experts, but also airline industry experts who understand the airline operation’s pain points and offer innovative, tailored solutions to create new profit streams, improve customer experience, and increase operational efficiency,” he says.

Keeping it flexible Michelle Green, director of business development, strategy and innovation, Tourvest Retail Services, believes flexibility is key: “Airlines need flexibile technology solutions because the transition into a digital age is happening at different speeds across the globe and airlines have different capabilities and budgets,” she explains.

Tourvest offers an end-to-end solution through TourCONNECT or a modular approach that can fit in with a customer's existing partial solutions.

“We understand that times are challenging so we have built our digital solution to open doors to new revenue opportunities across all touch points, whilst enhancing the user experience,” says Green.

Through TourCONNECT, Tourvest offers a closed loop network onboard aircraft that lets customers shop digitally. This connects to its TourPOS solution, which allows transactions in both online and offline environments, depending on the aircraft fit. Stock management is facilitated through both the same systems ensuring that customers who browse the app only see what is actually available onboard. Tourvest’s back office, warehouse management technology and eCommerce platform completes the “a full ecosystem of technologies”, as Green calls it.

Frazer Braddock, EPOS Systems Manager at Versilia Solutions Limited, echoes the call for flexibility and identifies payment solutions as one of the biggest pain points – especially as airlines often operate across the globe where certifications and hardware adoptions vary.

“For onboard retail providers with a single sales channel and a traditional POS-based retail strategy, the management of hardware and problem firefighting is likely a major reason airlines see tech innovation less as an opportunity and more as potential problem area,” he explains.

“The offline nature of onboard retail, combined with an ever-tightening set of compliance restrictions in card payment further restricts innovation.”

As airlines move into emerging markets, where the larger acquirers and payment service providers are unable to penetrate, the need to manage many different EPOS and payment hardware platforms increases. That situation paves the way for alternative solutions.

“Decentralized and borderless currencies such as cryptocurrencies are already in the economic fabric of Africa and some South American countries," he says. “E-Wallets and QR-based payments supported by a rapidly growing number of ‘bricks-and-mortar-less banks’ must all be on the roadmap for technical service providers.

Frazer accepts calling cash ‘outdated’ might be a step too far but concludes that airlines and onboard retailers should not assume one ordering or payment method will win and need to have an ‘agile, omnichannel approach’ to every aspect of onboard service. “Agility is at the heart of how Versilia works. We are a totally independent business that partners with a range of technology providers across multiple continents. But we also collaborate with our customers and their existing technology solutions to get the absolute best out of a system,” Frazer says.

Wearable tech and augmented reality are further innovations set to take onboard retail up a level with smart glasses and watches for crew supporting a personalised customer experience.

Airlines clearly need a close eye on onboard retail both as a source of revenue and an element of customer service able to help them stand out from the crowd and future-proof their business. •

Above: Retail inMotion is evolving digital and interactive buy-on-board catalogues

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Global providers of content and wireless inflight entertainment solutions Come meet us at

AIX 2022 - Booth 2E20

Quality. Innovation. Value.

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Wireless

Ancillary

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OPINION / 83

The digital cabin

apps in action David Whelan, senior analyst at Valour Consultancy, shares his thoughts on the rise of digital cabin applications

As the aviation industry emerges from the COVID downturn and global air passenger numbers begin to recover, many airlines are looking to digital cabin applications to improve operational efficiency and increase passenger satisfaction.

Many airlines have sought to reduce touchpoints in the cabin and minimise unnecessary interaction between crew and passengers. Crew-facing tools such as cabin management applications are optimising operations onboard by reducing the amount of time that the crew has to spend performing repetitive tasks, and freeing up time to focus on passenger needs.

Leading solutions help the crew perform pre-, in, and post-flight tasks all in one easyto-use platform. As well as filling in and submitting reports, applications can also help the crew keep track of passenger specific information such as dietary requirements or pre-flight requests. Key to this are passenger seat maps, which enable the crew to keep track of the whole cabin as well as focussing in on individual passenger requirements at the touch of a button.

Low-cost appeal Cabin management apps, as well as wireless IFE platforms, are proving particularly popular among LCCs that are keen to maximise operational efficiency and enhance ancillary revenue generation. The number of LCC aircraft equipped with a cabin management application is set to grow from around 1,800 today to more than 5,000 by the end of the decade.

Holistic cabin management apps are increasingly seen as a necessity, rather than a 'nice to have' Essential tools In addition to cabin management tools, app-based POS platforms such as those from AirFi, Retail inMotion and Gategroup are enabling airlines to revolutionise onboard sales and ancillary revenue generation. As well as payment processing, these solutions can also perform assist with inventory management, load passenger pre-order information, keep track of passenger loyalty points, and offer upselling opportunities.

There are a myriad of benefits to digitalising the cabin and an increasing number of airlines are now looking to holistic cabin management applications as a necessity, rather than a “nice to have.” •

onboardhospitality.com

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HOW TO... / 85

How to...

...sell digitally Promoting food and beverage products digitally brings new challenges and opportunities.

Food photographer Miguel Mas Martinez turns his lens on the digital retail trend Embrace the trend

A digital menu has some very positive advantages. There are no space limitations, as with printed menus; images look much sharper and brighter; and the retailer can communicate with the passenger in a language they are very used to already: through social networks viewed on their own devices.

adapt your formats

Photographs for a digital menu must be adapted for the screens of all sizes but we can use clean, uncluttered images and put text elsewhere as space is more flexible.

This helps improve product visibility.

agency, retailer and airline company.

They work to agree a colour palette, types of backgrounds, style of crockery or decoration (the props), the type of shadows (hard, soft) and the warmer or colder environment.

The aim is to create a mood, a tone that corresponds with the airline brand and the season, and which compliments the range on offer.

recognise opportunity

Digital menus give huge flexibility.

Products can be changed or details updated quickly, corrections or modifications require no reprints and, in these eco-friendly times, they also cut the need for paper use and add to a programme's sustainability.

experiment

Digital menus allow passengers to access an index they can search and browse. They can click on an object to see its price but also work to attract passenger attention with engaging videos, gifs, animations and the like.

Create as a team

The creative process for a digital menu is best when it involves all parties: photo studio, advertising

Fact file Trays, tableware and backgrounds must be visually attractive.

Food stylists groom the foods to look their best: lettuce should look as freshly cut, sandwiches should have the perfect

slant to show off their contents, and soft drinks must look fresh/bubbly.

Lighting must 'embrace' the products so we see the texture of a bread, the shine of a sauce, or the glow of the ice inside a drink.

photos are a sales tool

Images once created can be digitally retouched to correct imperfections and to suit the layouts. Digital menus, where good internet is available, are key tools for boosting sales and have to be an integral part of the operator's brand image. It is important that the passenger feels that the whole inflight experience revolves around common aesthetic elements. Putting effort into the detail is the way to make sure the final result and sales are optimised.•

onboardhospitality.com

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ONBOARD HOSPITALITY AWARDS 2021 / 87

2022 FINALISTS CELEBRATING EXCELLENCE AND INNOVATION FOR THE ONBOARD HOSPITALITY INDUSTRY IN AIR, RAIL, FERRY AND CRUISE

These awards highlight the positive energy and innovation driving the recovery. Onboard Hospitality was delighted to receive over 100 entries in our 11 categories even in the toughest of years. All entries were considered by our expert panel and their views were combined with our readers' votes to identify the finalists detailed here.

Cabin Concept of the Year 2022

Awards winners 2022 V3.indd 87

Winners will be announced online and presented on Tuesday June 14 at the World Travel Catering Expo, in Hamburg, from the Taste of Travel stand.

Explore entries in detail at onboardhospitality.com/awards Be in the spotlight for 2023!

Entries open: January 1, 2023

Read full product details at onboardhospitality.com/awards

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88 / ONBOARD HOSPITALITY AWARDS 2022

Recognising

EXCELLENCE As the green shoots of recovery begin to appear, we are delighted to showcase over 100 entries in the Onboard Hospitality Awards 2022. Each entry helps highlight our industry's commitment to excellence, innovation and creativity no matter how tough times have been for onboard hospitality buyers and suppliers.

Driving recovery

With some new expertise, direct from airlines, joining our international judging panel, Onboard Hospitality is pleased to unveil our finalists here,

chosen by combining the judges' opinions and the results of our readers' online vote. Judges have been asked to identify a category winner, and highly commended in each category for announcement in June. All Ones to Watch, Cabin Concept and Industry Champions entries will also be fully assessed by the panel.

Peer to peer recognition

All entries were viewed online by our international readership. We believe the online voting allows for informed peer-to-peer recognition. Those eligible to vote are our readers – the buyers and suppliers of onboard hospitality – the people we believe

PANEL OF JUDGES...

SUE WAPLE

GUSTAF ÖHOLM

BEV FEARIS

GEORGE BANKS

SIMON SONI

Now an independent consultant, Sue has 22 years crew experience and four years in the BA supply chain team.

She understands what works best at all levels.

Currently head of onboard product & services at SAS with 20+ years in airlines and hospitality, design and product development.

Also a former Relais & Chateaux hotel owner & trained chef.

Bev is editor of The Business Travel Magazine. She is a well travelled journalist with more than 25 years experience of the travel sector, and now a specialising in business travel.

Formerly catering manager with Emirates, George had 33 years with British Caledonian and BA and is author of Gourmet and Glamour in the Sky, a history of onboard catering.

Simon has worked in the onboard industry for over 25 years at some of the world’s leading airlines.

Currently with Westjet and previously at Qatar Airways as it introduced the QSuites.

BEN FANCONI

KAREN MACKENZIE

DAVID WHELAN

MARC WARDE

SHELLEY DAUNCEY

With 20 years experience at SWISS and Lufthansa Group product department, Benedict has worked across all classes and still flies occasionally as an active Maître de Cabine.

Karen has over 30 years airline experience, the last seven as BA's head of inflight global supply chain. She has led many product and cabin launches and is a passionate sustainability advocate.

David is a senior analyst at Valour Consultancy and specialises in inflight entertainment and connectivity, and aircraft digitalisation which includes both cockpit and cabin solutions.

A restaurateur and culinary consultant, Marc runs glutenfree restaurants, the Niche Free-From Kitchen and owns a special meals manufacturing business Libero.

Following 15 years flying as crew for British Airways Shelley has extensive front line experience of inflight service and a clear understanding of what passengers and crew want.

Read full product details at onboardhospitality.com/awards

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Learn more

Judging criteria

are best placed to recognise a good product or service, or a true innovation. These are the people – you and your industry colleagues – who really are in the know, industry insiders with expertise in the field. Our thanks go to all those who voted and helped make these awards the most authentic and accountable in the business.

Expert assessment

Having the final say on who wins what will be our judges, a panel of distinguished experts with many years' experience in the industry.

This powerful knowledge bank, shown below, is made up of industry stalwarts and travel professionals with a wealth of expertise when it comes to the user experience and operational practicalities. We thank them for their on-going support for the awards and their dedication to the difficult task of identifying the best.

HAPPY K

LANCE HAYWARD

Keerthi Hapugasdeniya is a high-profile, international celebrity chef who works with a range of catering service providers to the airline industry.

Founder and ceo of APOT Asia.

MD and founder of The Hayward Partnership, Lance has over 30 years' industry experience and provides management consultancy and interim services to the travel catering and retail sector.

RYAN GHEE

SANDRA PINEAUBODDISON

Ryan spends every day studying aviation tech as editor at Future Travel Experience (FTE), head of strategy for FTE's global technology conferences, and manager of the FTE Innovation & Startup Hub.

The winners

Innovation / first impressions /quality / durability / life span/ weight / usefulness / design/ functionailty / taste / content / customer experience

Winners will be announced at a live ceremony within the World Travel Catering Expo (WTCE), Hamburg on Tuesday June 14 at the Taste of Travel Theatre, and online for those unable to attend. Winners will be showcased in the next issue of Onboard Hospitality and online.

Onboard Hospitality editor, Julie Baxter, says: "It was a great pleasure to be able to host the judging panel in person again this year and we look forward to celebrating with our winners face to face in Hamburg. It has been a challenging time for our industry but these awards give us a snapshot of the great work going on to support the recovery, and show our industry's unerring commitment to innovation and excellence, essential in the drive to build back better." •

These awards give us a snapshot of the great work going on to support the recovery and show our industry's unerring commitment to innovation and excellence, essential in the drive to build back better

Sandra is a senior consultant at The Hayward Partnership and has over 25 years of experience in the airline industry, most recently as senior vp customers United.

Read full product details at onboardhospitality.com/awards

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2022 CABIN C O N C E PT AWA R D E N T R Y

Fleet renewal at AIR FRANCE aims to cut impacts and upgrade & enhance the customer experience

Airline Air France

Comfort & style

Launched

Elements

October 2021

• Interior design • Catering, • Comfort • CSR

S

ince introducing the Airbus A350 on its long-haul fleet, Air France has continued its fleet renewal with firm orders – the largest from a European customer – for 60 A220-300s, plus 30 options and 30 purchase rights. These will replace the airline’s Airbus A318s, A319s and A320s by 2025. Ultimately the A220-300s will account for close to 60% of the medium-haul fleet, alongside the Airbus A320 and A321. The move has four key aims: To reduce environmental impacts, upgrade comfort for passengers, enhance the Air France brand, and reinforce the gastronomy positioning.

Reducing impacts The Airbus A220-300 generates 20% less CO2 emissions than the aircraft it replaces and has a 34% reduced noise footprint. It plays a decisive role in reducing Air France’s environmental footprint. It has an operating range and capacity perfectly suited to serving Air France’s short and medium-haul network.

Comfort The A220-300 has 148 seats in a 3-2 configuration offering 80% of customers a window or aisle Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2022 / 91 that is free and allows them to send and receive messages in flight. The service also gives access to all information they may need related to their flight and onward connections. In addition, the Air France Play app, can be used to download a wide selection of newspapers and magazines onto smartphones or tablets up to 30 hours before departure.

Design The bright and spacious cabin is decorated in the Air France signature colours - shades of blue, white (providing light and contrast) and a hint of red to symbolise the airline’s excellence and know-how.

The carpet revisits the traditional ornamental herringbone patterns of the Haussmann-inspired world of Parisian apartments. Large panoramic windows provide natural light. From boarding to landing, eight specially-adapted cabin mood lighting settings create bright, dynamic lighting for the welcome and disembarkation and softer lighting for a more relaxed atmosphere in flight.

The spacious baggage racks are easy to access, and the central aisle is particularly wide.

Food

Art de vivre takes flight!

seat. The seat, designed by Collins Aerospace, is the widest in the market for single-aisle aircraft.

It reclines and features an adjustable headrest, leather upholstery and an ergonomic seat cushion for enhanced comfort. The seat back features a symmetrical stitching pattern accentuated in the centre with grey embroidery thread, creating an upholstered effect for optimum comfort. The accent, the company’s brand symbol, adorns the front and rear cabin walls of the aircraft and is embroidered on each seat, highlighting the company’s identity. A wide solid tray table, cup holder, pouch for storing magazines/books, individual USBA and C ports and a tablet or smartphone holder integrated into the backrest complete the package.

Technology In all cabins, passengers on the A220300 enjoy Air France Connect, the airline’s inflight wifi service which is available throughout the flight via their personal devices. The Air France Connect portal offers them three passes according to their needs, including one

In Business on European flights, passengers are now offered a full meal tray. For breakfast, a cold snack is served with a Lenôtre croissant and warm bread, as well as jam, butter, fresh fruit or cream cheese. For the rest of the day, a cold gourmet dish designed by François Adamski (Servair's corporate chef, 'Meilleur Ouvrier de France' and 'Bocuse d’Or') is accompanied by cheese, dessert and warm bread. On long haul flights, a selection of high-quality French biscuits and fine chocolates is offered at tea and coffee time. A wide range of French wines and champagne, selected by Paolo Basso (world’s best sommelier 2013), as well as a large selection of drinks, accompany the gourmet dish. In Economy, depending on the departure time, sweet biscuits or sandwiches, including a vegetarian option, are offered to all, with a choice of alcoholic and non-alcoholic drinks.

Art de vivre!

The Air France A220 is the expression of the French art de vivre so the airline has revived a legendary tradition by naming its aircraft after French cities. This highlights the different regions of France, each steeped in history and culture, and contributes to the airline's reputation and visibility through the cities it serves. •

Read full product details at onboardhospitality.com/awards

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2020 2 CABIN C O N C E PT AWA R D E N T R Y

FINNAIR marks its 100th anniversary with a project to elevate products and service across all classes

Airline Finnair

Iconic new tableware

Launched

Elements

February 2022

Interior design • Comfort • Catering • Technology • Sustainability

F

innair is elevating its position in the market with a project touching all classes, to ensure a consistent experience across its A330s and A350s, and adding a new Premium Economy class. By its 100th anniversary in 2023 the roll out will be complete. It aims to be the airline of choice between Europe and Asia.

Interior design Drawing on Nordic and residential design and nature, the new interiors bring in soft curves, natural materials and rich textiles. Neutral colourings give a light and airy sense of space, with darker and moodier moods in each individual seat space. In Business, walls are lined with felt to soften the environment and acoustics.

All cabin elements are integrated to create a clean and seamless look and cabin lighting has been specially designed to combat jetlag.

The main entrance door features an atmospheric lobby with credenza unit and large rounded mirror which cleverly doubles as a discreet but fully functioning galley area.

Premium Economy and Economy feature highly customised new seats. The all-new look and feel is reflected in all touchpoints.

Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2022 / 93 heritage with Japanese and Asian influences, and include up to six courses in modern bistro-style plus another lighter meal. Those who want to maximise rest can take an express menu.

The meals and drinks are served on new china and glassware designed by top Finnish designer Harri Koskinen and Finnish design icon, Iittala.

Premium Economy customers enjoy a quality casual dining experience with two meal services.

The three-course main meal is elevated and served on new Iittala plates.

Sustainability is at the core of the service, designed to cut waste and using considered ingredient sourcing.

Technology

Maximum movement & comfort

Seat power and connectivity has been carefully considered for all classes. Business is fitted with a wireless Qi phone charger, USB A&C, PC power and a large high definition 18” monitor.

The IFE has been redesigned to be user-friendly and personal, providing relevant services at relevant times. The new IFE has a lot of interplay with the wifi portal (Nordic Sky) making the digital experience onboard seamless and easy. Cabin crew can also use their iPhones to engage with the customers through the new IFE.

Comfort In Business class the new AirLounge concept is a ‘space’ rather than a ‘seat’ and uses a contoured 3D shell with panels that flip to create a market leading bed. It offers enhanced freedom of movement and has a flexible tray table, ample storage, and a strong Nordic and residential aesthetic - it's a home away from home, a 'nest'.

The Premium Economy seats feature eight inch recline, waterfall legrest and six-way headrest with neck pillow. Ergonomics have been carefully considered and trialled in all cabins and all seats feature memory foam cushions and versatile storage. All comfort items, blankets and bedding sets are part of a partnership with design house Marimekko, and the textiles feature iconic prints from Marimekko’s archive.

Food Finnair is renewing the service and meal concept in Business and introducing a bespoke concept for the new Premium Economy focused on quality and choice.

Business menus are built on Nordic

Service/crew Service onboard has been re-thought to ensure a warm and attentive personalised service.

All crew have iPhones featuring specially developed software and tools to support high quality, personalised service. They received a dedicated training package on the ground to go through the new service, concepts and cabin products.

Sustainability Finnair aims to become carbon neutral by 2045.

All cabin products are scrutinised for weight and every new seat feature had to be fully justified in terms of weight and fuel burn. Cabin finishes have been selected with sustainability in mind including recycled polyester hard-wearing carpets in Economy and natural wool textiles used for the seats and curtains.

The new ‘Kuulas’ chinaware for premium cabins is 20% lighter than previously. Single use plastics have been significantly reduced, replaced with wooden cutlery and a cardboard box meal.

Recycled materials have been used in comfort items. Finnair’s sustainability journey is on-going and includes end-of-life strategies for products.•

Read full product details at onboardhospitality.com/awards

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AIR BALTIC has its focus on sustainable best practice, cutting waste through data analysis and pre-order

Airline airBaltic

Loving the B-Cafe style

Launched

Elements

Q2 2021

• Catering, • Technology • CSR

I

n the second quarter of 2021 airBaltic stepped up an ongoing focus on environmental, economic and social sustainability. The airline believes those carriers working on improved sustainability now will win the future. To this end it has made significant efforts to reduce food waste, introduce more environmentally-friendly packaging onboard, and digitalised activities as it works towards a 100% paperless operation.

CSR AirBaltic’s environmental management is based on the principle of continuous and systematic improvement. It identified key areas for improvement and set targets for each. This includes onboard service. It is committed to a high level of transparency on its sustainability record.

Food In 2019, 45% of total inflight waste was food waste (loaded but not consumed inflight); in 2020 food waste accounted for 42%, and in 2021 it decreased to 38%. This is a result of significant growth in meal pre-ordering which is at the heart of the sustainability push.

In Q4 of 2021 the airline launched a revised menu Read full product details at onboardhospitality.com/awards

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Data-driven n product selectio

and concept for this successful and innovative meal pre-order system. The service offers a wide choice of meals for different dietary requirements and the booking process is designed to be userfriendly and flexible. For example, passengers departing from Riga can enjoy a meal ordered up to an hour before departure. Options include a healthy breakfast, delicious lunch and dinner all designed to make the journey a gastronomic adventure. A great effort is also being made on new sustainable menu and packaging details. The goal is to reach close to zero waste with delicious food and easy, well organized ordering.

In 2019, the menu was completely changed based on careful revenue analysis. Non performing meals were removed and all options were revised, updated and upgraded with great support from LSG Group’s chefs and input from leading local restaurants.

More than 20 new meals were introduced and the branded B-cafe was created, highlighting that each meal is freshlymade just before departure. A lot of work was done on food photography and PR to

support the pre-order programme. This data driven enhancement programme was repeated in 2021 and will be done again every two years to ensure constant improvement in line with the company’s core values of: ‘We deliver. We care. We grow’. The goal is to ensure high quality meals, a wide offer, simple ordering and quick delivery.

The pre-order system was launched after much research and serveral passenger insight projects, which overturned the myth that airline food is not enjoyable and identified exactly what passengers thought about the menus and service, and their priorities..Assessments after pre-order was introduced endorsed the changes, showing a 50% increase in meal pre-orders. The airline noted that suddenly passengers were talking about how delicious and convenient it was to eat inflight, and it became trendy to have a dinner in the sky. AirBaltic sold close to 100,000 meals during the 2021 despite the heavy impact of pandemic conditions. The B-cafe brand has become trusted and passengers have confidence in it, associating the offer with fresh, healthy, high quality food.

The offer reflects trends in the food industry, packaging innovations and the development of technologies. Results are strong and passenger feedback is positive. The airline is ambitious about the quality of its food but also pays close attention to every detail by involving renown Latvian chefs in the menu creation process. Every two years sales results, passenger feedback, and cabin crew insights are reassessed as the basis for further revisions. The team constantly challenges itself to go further.

Technology The airline believes the meal pre-order service is now well recognised and valued, based on the successful formula of: offer – order – delivery.

Passengers value a concept which offers them more than 70 meal choices, smooth and flexible pre-ordering process (during the booking, after booking, during check-in), and high priority delivery to them onboard.

With the launch of a new cabin wifi product, soon passengers will also be able to order meals for their next flights while onboard using airBaltic's cabin wi-fi.

In addition the airline is working to go paperless with digitalisation projects which allow for faster reporting and operational efficiencies; electronic flight plans for pilots and digital post-flight reports for cabin crew and ground handling staff. •

Read full product details at onboardhospitality.com/awards

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AMENITIES

BUSINESS

BUSINESS

Air France

Singapore Airlines

A limited edition collection in two colours with a focus on increased eco responsibility for both the bag and its comfort contents. airfrance.fr

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An updated collaboration with iconic luxury perfumers Penhaligon’s using a unisex bag design and featuring Quercus cologne. buzzproducts.com

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Turkish Airlines

LATAM Airlines

Qatar Airways

A collaboration with the prestigious British menswear brand, Hackett London, to create a collection of four kits featuring Qiriness products. kaelis.world

A kit created with WESSCO, with sustainability in mind. The collectable set features specially commissioned local art works. latamairlines.com

These iconic Diptyque branded bags are available with gift boxes to be passed on as a gift post-flight and feature Diptyque products. qatarairways.com

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Qatar Airways

A collaboration with Italian luggage brand BRIC’s, these limited edition kits promote the breast cancer awareness message. qatarairways.com

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Condor

Air Caraibes

A tropical design for four recyclable polyester bags, these Travel Organisers come with specific postflight uses in mind. skysupply.de

A pouch designed as a sun-kissed postcard, bringing eco comfort kits with the flavour of the airline's West Indies destinations onboard. bayart-innovations.com

Read full product details at onboardhospitality.com/awards

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PREMIUM

Pr A NA em m LI iu eni ST m ty Ec Kit on s om y

PREMIUM

SWISS

Condor A collection of four Luggage Cube Bags made from recyclable polyester each with a handy, specific storage use post flight. skysupply.de

Two innovative designs made of Kraft paper and paper pulp to cut plastic use onboard and showcase the airline's eco commitments. skysupply.de

Amenity kit design is being used as an opportunity to showcase specific airline commitments and brand attitudes

Best for onboard

TEXTILES

TEXTILES

TEXTILES

Amtrak A soft fleece travel blanket in a purpose-designed pouch which doubles as a pillow cover for the included inflatable neck pillow. rmtglobalpartners.com

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A contemporary stone blue blanket with quilted pattern and black piping to add comfort and style in the Amtrak private rooms. kaelis.world

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Eurowings Discover

Finnair

Icelandair

A generously sized deluxe blanket and peach skin pillow created in collaboration with German textile specialist IBENA. dester.com

Made using 100% recycled polyester, this blanket is a soft double cloth jacquard construction featuring Marimekko design. johnhorsfall.com

A recycled PET textile collection of blanket, quilt and pillows with a design created to reflect the peaks of Iceland’s dramatic landscapes. wessco.net

Read full product details at onboardhospitality.com/awards

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A new way to serve soup onboard Why be satisfied with only one choice of hot soup without filling onboard?

D&F Marketing has created a mixed tray of delicious soup and stew portions, to be heated onboard and on demand.

With this concept the passenger can eat the hot soup or stew throughout the entire flight, as only individual portions are heated.

The passenger also has a bigger choice, as multiple flavours can be loaded.

The soups and stews are delivered in recycled heatable paper cups.

Not only for Premium Cabin, where the soups and stews are poured into a china bowl and garnished, but also ideal for buy-on-board selection, to be eaten directly out of the cup.

Get in touch today for your favourite Soup & Stew Assortment Tray!

dfmarketing.de I info@dfmarketing.de Read full product details at onboardhospitality.com/awards

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WEARABLES

WEARABLES

WEARABLES

American Airlines

Sustainable sleepsuits created in collaboration with premium sleep specialist, RECLINER with onboard comfort in mind. buzzproducts.com

COVID-19 HAS PUT WELLBEING AT THE HEART OF PASSENGER THINKING AND HAS INSPIRED A RANGE OF INNOVATIVE HYGIENE AND COMFORT PRODUCTS

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Alaska Airlines An industry-first water service free from single-use plastic bottles or cups, created for onboard service in collaboration with Boxed Water. alaskaair.com

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A second-generation Jason Wu collaboration to create soft, cozy inflight sleepwear in three sizes.

Presented in a tie bag. buzzproducts.com

Best for onboard

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Etihad An enhanced onboard wellness programme is supported by wellness ambassadors, kits and commitments to increased hygiene. buzzproducts.com

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Fiji Airways

Qatar Airways

Newly appointed Customer Wellness Champions now inspire confidence, support wellbeing and give passengers peace of mind. fijiairways.com

A new range of Diptyque branded toiletries to add style and comfort in the First and Business Class lounges and washrooms onboard. qatarairways.com

Read full product details at onboardhospitality.com/awards

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Read full product details at onboardhospitality.com/awards

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Best for onboard

BEVERAGE

WELLBEING

United

BEVERAGE

Bottega Prosecco Rose

The generously-sized CleanPlus Sanitizing Wipe offered onboard for quick and easy sanitizing of hands and surrounding surfaces. rmtglobalpartners.com

Il Vino dei Poeti Prosecco Doc Rosé Bottega is an innovative sparkling wine, with the freshness and versatility of Prosecco. bottegaspa.com

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BEVERAGE

BEVERAGE

Boxed Water Is Better

Longbottom & Co

A top quality, purified water option offered to passengers in renewable packaging made from 92% plantbased materials. boxedwaterisbetter.com

Tomato-based drinks created using freshly pressed juices. These are presented in a can and include 14 seasoning ingredients. longbottom.co

BEVERAGE

Qatar Airways Aperol Spritz An on-trend, bright statement beverage of Champagne and Aperol with a splash of soda served over ice, with an orange slice. qatarairways.com

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BEVERAGE

Retail inMotion Iced Tea The Hakuma Focus Mango with Green Matcha, mango, lemon and ginger is a premium tea in a sustainable CartoCan. retailinmotion.com

Retail inMotion Opalin Opalin is a natural elderflower lemonade made from fresh organic apple and lime juice (39%) and 60% water and elderflower infusion. retailinmotion.com

The beverage offer is moving away from plastic formats and evolving to provide added interest and creative flavours onboard

Read full product details at onboardhospitality.com/awards

Awards entries 2022 v16.indd 101

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BEVERAGE

BEVERAGE

Ume Soda

TUBES A range of wines, spirits and five cocktails presented in 100ml recycled plastic tubes that are weight and space efficient. wineintubes.com

A functional natural beverage popular in Japan created to support recovery from fatigue and boost the immune system while travelling. choya.com

Increasingly onboard innovation is focused around improved sustainability and products with a thoughtful back story

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Best for onboard

CATERING INNOVATION

CATERING INNOVATION

Alaska Airlines An industry-first water service free from single-use plastic bottles or cups, created for onboard service in collaboration with Boxed Water. alaskaair.com

CATERING INNOVATION

Retail inMotion Beyond Meat Burger A premium plant-based burger patty, in a multigrain bun, filled with red cabbage, lettuce and Swiss cheese. retailinmotion.com

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Best for onboard CATERING INNOVATION

SOLA Duo Flask The first steel vacuum flask designed to fit side by side on any beverage trolley. Suitable for all beverage services, each flask holds 1.5litres. sola-cutlery.com

KIDS ONBOARD

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KIDS ONBOARD

Air Astana The 'Eco Future In The Skies' kits highlight environmentally issues in fun, age-appropriate ways as part of the airline's sustainability strategy. kaelis.world

Read full product details at onboardhospitality.com/awards

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KIDS ONBOARD

KIDS ONBOARD

Air France

Air France

Two amenity kits for babies with practical, comfort items and organic toiletries plus a rabbit cuddly toy suitable for 0-24 month olds. airfrance.com

KIDS ONBOARD

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This pretty folder in soft pastel colours is made from FSC cardboard and offering kids games and colouring in an eco-friendly style.. airfrance.com

KIDS ONBOARD

Saudia The exclusive Creature Crew kit includes a comprehensive range of fun and engaging kids products made of 100% recycled materials. buzzproducts.com

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Qatar Airways The Oryx Kids Club kit features colourful, underwater-themed items to educate and inform kids about the natural world. buzzproducts.com

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KIDS ONBOARD

Fiji Airways The 'Our Ocean, Our Life' activity pack and books aim to educate kids on Fiji’s fragile marine environment and ways to protect it. fijiairways.com

KIDS ONBOARD

Singapore Airlines Toys and entertainments featuring Disney and Marvel characters. All polybags have been removed and only FSC paper and soy-based inks are used. buzzproducts.com

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Best for onboard KIDS ONBOARD

United Airlines A fun kit combining inflight entertainment with some hygiene elements for kids, and using only eco-friendly, recyclable paper.. linstol.com

KIDS CATERING

KIDS CATERING

Retail inMotion oat drink The Yamo Haferdrink Choc Norris offering is an organic oat milk drink with cocoa and banana and zero added-sugar. retailinmotion.com

Read full product details at onboardhospitality.com/awards

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Best for onboard

SERVICE EQUIPMENT

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SWISS Reuse Box Process

Sanitising Wipes Canister

A cooling bag process loaded on the first flight of the day with the aim of extending the cooling chain for fresh products being loaded. retailinmotion.com

A crew kit including generouslysized, 70% isopropyl alcohol and water Sanitising Wipes and latex gloves for easy hygiene processes. rmtglobalpartners.com

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SOLA Duo Flask The first steel vacuum flask designed to fit side by side on any beverage trolley. Suitable for all beverage services, each flask holds 1.5litres. sola-cutlery.com

Airline Insulated Box

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POST-COVID NEW SOLUTIONS ARE EMERGING TO SUPPORT EVOLVING CATERING MODELS AND NEW HYGIENE AND SERVICE PROCESSES

A reusable catering box which maintains food at +2°C to +8°C for 24-hours product protection..

Requires no external power. towercoldchain.com/airlines

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Best for onboard

SNACKS

FOR PASSENGERS

ECONOMY

Fries in the Skies

Finnair A lighter tableware set created in collaboration with Iittala (the tumblers), deSter (the chinaware, wine glass) and Sola (the cutlery). finnair.com

Frozen fries in plastic-free packaging designed to optimize heating and crunch. Served paired with mayonnaise. foodcase.nl

Read full product details at onboardhospitality.com/awards

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ECONOMY

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FIRST/BUSINESS

Lufthansa dean&david Box

Chocolate Miracle Volcano

A fresh and colourful three-course meal offering presented in a functional PaperWise box for buyon-board offering. retailinmotion.com

Bringing the spirit of Icleand onboard Icelandair this BakeryZone dessert represents a volcanic eruption in a cute little box . traveltreats.com

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FIRST/BUSINESS

Qatar Airways chocolates A premium handcrafted Läderach Box of Chocolates with two flavour combinations presented with an inspired 'feel-good' message. qatarairways.com

Sustainability is back on the agenda as a priority which needs to be applied to products, processes and service

Best for onboard

SUSTAINABILITY

SUSTAINABILITY

Air France

The airline has developed a wide ranging strategy to improve its sustainability record including measures across the onboard offer. airfrance.fr

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SUSTAINABILITY

SUSTAINABILITY

Alaska Airlines

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Condor

An industry-first water service free from single-use plastic bottles or cups, created in collaboration with Boxed Water for onboard service. alaskaair.com

Kits made of recyclable polyester.

Contents' packaging made of 100% recyclable cardboard. Content features bamboo and recycled polyester items. skysupply.de

SUSTAINABILITY

Frontier Super Cup

A 100% biodegradable and fully recyclable hot cup with recyclable EarthCoating lining. Designed to nest 40% more cups per stack. linstol.com

Read full product details at onboardhospitality.com/awards

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LATAM Business kit A kit created with WESSCO, with sustainability in mind. The collectable set features specially commissioned local art works. latamairlines.com

SUSTAINABILITY

Qatar Airways Initiatives A broad range of activation measures introduced to make onboard hospitality more sustainable and cut plastics use. qatarairways.com

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A new system of product assessment to factor in the sustainability of each product offered. retailinmotion.com

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Retail inMotion sustainable product selection

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SUSTAINABILITY

Saudia kids kit

Singapore Airlines kids kit

The exclusive Creature Crew kit includes a comprehensive range of fun and engaging kids products made of 100% recycled materials. buzzproducts.com

A kids kit featuring mostly paper activity items with paper packaging and soy-based inks. All polybags have been removed. buzzproducts.com

Sustainable onboard products are becoming an important way airlines, rail operators and cruise lines can showcase their eco commitments

Best for onboard

TECHNOLOGY

TECHNOLOGY

TECHNOLOGY

Air France headphones

Burrana RISE power

These high quality premium noisecancelling headphones can be efficiently serviced and repaired to elimate electronic waste. linstol.com

A small, lightweight kit housing USB jacks and/or 110V power outlets, and seat power boxes all in a unit as small as an iPhone. burrana.aero

Read full product details at onboardhospitality.com/awards

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TECHNOLOGY

TECHNOLOGY

Everhub iPad

Finnair IFE

An innovative way for airlines to provide additional pre-loaded inflight entertainment options onboard with ease. inflightdublin.com

A next-gen inflight entertainment system designed to be more intuitive and personal, fast and aesthetically pleasing. finnnair.com

DIGITAL ENGAGEMENT HAS BECOME A PART OF LIFE DURING THE PANDEMIC. NOW AIRLINES CAN CAPITALISE ON THIS ONBOARD

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TECHNOLOGY

TECHNOLOGY

TECHNOLOGY

Eurowings Cloud

Novo Onboard Retail

An onboard cloud system using the Lufthansa Systems' BoardConnect Platform to offer F&B on-demand, gaming and inflight entertainment. lhsystems.com

A software suite that facilitates the sales of F&B, duty-free, and virtual products onboard through a userfriendly omnichannel. onboard-retail.com

Panasonic Avionics Bluetooth Audio Activated via the IFE screen, allows passengers to use their own personal Bluetooth headphones inflight. panasonic.aero

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TECHNOLOGY

TECHNOLOGY

Qatar Airways Pressreader The Pressreader Newsstand gives travellers access to 6000+ titles from within the ORYX One App. A wide and sustainable choice. qatarairways.com

Retail inMotion cabin wifi This portable and lightweight wifi box was purpose-built for Air Baltic to support cost-effective ancillary revenues onboard. retailinmotion.com

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TECHNOLOGY

Whoosh Real Time Joureny Dashboard An at-seat and in-station QR code which takes passengers to an easily accessible digital platform, no apps or downloads. whooshmedia.

Read full product details at onboardhospitality.com/awards

Awards entries 2022 v16.indd 107

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Best for onboard

ONES TO WATCH

ONES TO WATCH

ONES TO WATCH

Singapore Bears

Qatar Airways bespoke kits

A refreshed range of souvenir Singapore Bear characters including those reflecting crew hospitality. A travel icon to collect or pass on as an adorable gift. buzzproducts.com

A bespoke range of themed children’s amenity kits to support excitement around the 2022 World Cup hosted by Qatar. buzzproducts.com

ONES TO WATCH

Qatar Airways FIFA range Co-branded, limited edition FIFA loungewear and inflight pillow, designed to mark the 2022 World Cup hosted by Qatar. qatarairways.com

ONES TO WATCH

Soup & Sandwich Concept A hot soup or stew, served with a sandwich and a little sweet as a great, sustainable alternative to an Economy hot meal. dfmarketing.de

ONES TO WATCH

The Bassú Tray

Mobipax

The Bassú Tray has been ergonomically designed to hold smartphones and tablets beside the inflight food serving. kaelis.world

ONES TO WATCH

A suite of modern apps integrated with a cloud-platform to support onboard operational efficiency, service and sales. mobipax.biz

ONES TO WATCH

EcoTensil with NeverLeak The Neverleak food packaging from Global-C is now available with builtin patented, folding paperboard utensil from EcoTensil. ecotensil.com

ONES TO WATCH

Freeze-thaw bagel

Available in a range of flavours and presented in a bio-degradable, compostable paperboard box for mess free service. montysbakehouse.co.uk

Read full product details at onboardhospitality.com/awards

Awards entries 2022 v16.indd 108

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INNOVATIONS REFLECTING WIDER CONSUMER TRENDS WORLDWIDE ARE MAKING THEIR WAY INTO THE ONBOARD ARENA

ONES TO WATCH

Vegetarian ‘steak’ and cheese lattice

The signature lattice transformed into a plant-based option made with a mushroom-based alternative protein. montysbakehouse.co.uk

ONES TO WATCH

ONES TO WATCH

Instant congee

A new instant option for onboard, Congee is a traditional savoury rice porridge (jook), made with a unique blend of three grains and Asian spices. mrleesnoodles.com

ONES TO WATCH

Bagasse containers

Plastic-free entrée carton

Made from FSC certified board and printed with plant-based inks to be 100% biodegradable. Oven safe to 220 degrees for hot entrée. planetalking.net

ONES TO WATCH

Biodegradable and compostable disposable containers ovenable to 230 degrees and available to customised specifications. rmtglobalpartners.com

Simply Doughnuts

Classic mini doughnut rings that are fresh and tasty and have a 30-day shelf life without the need for refrigeration or freezing. simplydoughnuts.co.uk

ONES TO WATCH

Open Top Bun

A new spin on the croque monsieur, here the timeless classic becomes a flavour-filled bun with ham and cheese.. montysbakehouse.co.uk

ONES TO WATCH

The zero Economy tray

A reimagined tray set-up designed using edible, biodegradable and/ or commercially compostable materials. priestmangoode.com

They say necessity is the mother of invention and the necessities inspired by the pandemic are now helping to drive recovery and change

Read full product details at onboardhospitality.com/awards

Awards entries 2022 v16.indd 109

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ONES TO WATCH

ONES TO WATCH

Soup & Stew Assortment

Portioned soup and stew delivered in sustainable cups, which the crew heats onboard, on demand. Saving cost and effort, and cutting waste. dfmarketing.de

AirFi LEO Solution

An alternative to a costly inflight broadband option, the LEO enables a connected cabin and communication with the ground.. airfi.aero

ONES TO WATCH

Ice cream box

A pioneering insulated storage and serving box which supports the onboard service of ice cream without the need for dry ice. unileverfoodsolutions.co.uk

WINNERS WILL BE ANNOUNCED IN HAMBURG AT WTCE GOOD LUCK!

High grade chinaware and glassware manufacturer We also produce sleeper suit, amenity kit, blanket and duvet, snack bag, airsickness bag, paper cup, plastic tableware and the matching stainless steel cutlery, etc.

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Email：zbrainbow@sino-rainbow.com; www.ziborainbow.com 23/05/2022 09:27

5/26/22 10:01 PM

HAMBURG, GERMANY

13 JUNE 2022

REGISTER NOW

13

JUNE 2022

o attend Als

INDUSTRY NETWORKING

PARTY

THE PASSENGER EXPERIENCE CONFERENCE RETURNS TO HAMBURG

Join us to learn and network as we bring together experts from the industry to define the passenger experience of the future.

LEARN MORE TODAY https://www.aircraftinteriorsexpo.com/en-gb/whats-on/pec-overview.html

Co-located:

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24/05/2022 20:34 5/24/22 08:41 PM

Sustainability As Part Of Retail InMotion’s DNA

We, at Retail inMotion (RiM), are excited to announce the launch of our sustainability strategy, which will encompass IT solutions, the entire onboard retail value chain, including product selection, sourcing, loading, and crew processes, and how we work with each other. Through PRiSM, we aim to integrate sustainability into the DNA of our company. The name ‘PRiSM’ is an abbreviation of the words Purpose, Responsibility, impact, Strive, and Mission.

Our vision: “Creators of sustainable retail in motion.”

As part of our sustainability strategy, we wish to focus on the creation of inspiring solutions, which serve all aspects: people, planet and joint prosperity, the three-pillar approach of its parent company LSG Group. Our solutions strive to minimise environmental impacts linked with operations and reduce airlines’ footprint in the air by using business intelligence and data expertise to optimise their loading.

Through this transformation, we wish to be a catalyst of change in the aviation industry and to support our airline partners in offering a research-proven, sustainable product portfolio, as well as sustainable packaging and printing options. Furthermore, we are committed to identifying solutions to improve planning and logistics around waste and have enlisted the help of artificial intelligence technology to calculate the airlines’ fresh product demand while achieving extremely low waste rates. All this is possible as we strive to change the way people experience work and be the best business partners for our customers.

Our mission: “We collaborate in enhancing people’s sustainable journey through our solutions.”

“At RiM, we are committed to a sustainable future. We collaborate with airlines and suppliers of the onboard retail value chain in creating sustainable solutions, designed to enhance the passenger experience”, comments Ersan Erdogdu, Head of Sustainability and Risk Management.

Retail inMotion is an on-board retail and technology expert for the travel industry. Its culture of collaboration and innovation continues to help it steadily strengthen its position in the global on-board retail industry. Retail inMotion offers proprietary products, solutions and services in technology, crew engagement, product development, and fully outsourced on-board retail services.

Retail inMotion is a wholly owned subsidiary of the LSG Group.

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