Onboard Hospitality December 2023 - February 2024 by BMI Publishing Ltd

DECEMBER 2023-FEBRUARY 2024 ISSUE 96

Recipes for success

Making choices which delight passengers

NAPKIN TRENDS AWARDS LAUNCH MAKING IFE ACCESSIBLE TIME FOR CHRONONUTRITION?

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WELCOME / 3

EDITORIAL EDITOR Stuart Forster stuart.forster@onboardhospitality.com

Be winners together

DIGITAL EDITOR April Waterston april.waterston@onboardhospitality.com

n behalf of the Onboard Hospitality team, I would like to thank you for your support during 2023. Heading into 2024, the mood within our industry feels cautiously optimistic.

EDITORIAL ASSISTANT Sheena Adesilu CONTRIBUTING EDITORS Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com, Julie Baxter, julie.baxter@ onboardhospitality.com CONTRIBUTORS Kelly Stevenson, Steve Walpole, Roger Williams, Mike Pooley, Julianne Ponan MBE, Melissa Adamski EDITORIAL DIRECTOR Steve Hartridge PUBLISHER Sue Williams sue.williams@onboardhospitality.com ASSOCIATE PUBLISHER Craig McQuinn craig.mcquinn@onboardhospitality.com

Stuart Forster EDITOR Onboard Hospitality

DESIGN & PRODUCTION DESIGNERS Caitlan Francis & Neil Jones OPERATIONS DIRECTOR Clare Hunter PRODUCTION ADMINISTRATOR Steve Hunter

BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady SUBSCRIPTIONS Kay Fisher subscriptions@bmipublishing.co.uk (PRINT) ISSN 2046-2042. ©BMI PUBLISHING LTD 2023. 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. COVER IMAGE: ISTOCKPHOTO.COM/ POVARESHKA Regularly read in over 70 countries worldwide and mailed to our 25,000+ 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

Hopefully you'll enjoy prosperity over the year ahead. We look forward to conveying your successes, so please get in touch and share them. We also want to hear when you have viewpoints about industry-related developments and to represent them in our magazine; don't be shy when you have insightful points of view. In this edition we welcome back the Onboard Hospitality Awards, which are returning for their tenth year. They are now open for entries; we look forward to receiving yours. On the pages that follow, you can read about their history, what's new and how the Cabin Concept of the Year has evolved. Heard of chrononutrition? Melissa Adamski conveys how understanding it can benefit passengers and airlines in the age of ultra-long-haul flights. Julianne Ponan MBE outlines the journey of a passenger with allergies. Mike Pooley examines what true employability is and why employers should nurture it while Julie Baxter looks at opportunities for airports and airlines to collaborate in the retail sphere. We also 'unfold' the story of napkins, review recent trade shows and cover much more in this edition. So take a break, grab a drink and enjoy reading this edition of Onboard Hospitality magazine!

MEET THE TEAM...

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

STUART FORTSER

RECOGNISING EXCELLENCE IN AIR, RAIL, CRUISE AND FERRIES

awards.onboardhospitality.com

Got ideas for stories or want to set up an interview? You are welcome to reach out to our editor, Stuart.

APRIL WATERSTON

April puts together our weekly newsletter. Share your press releases and news stories to see them online.

CRAIG MCQUINN

Have queries about the Onboard Hospitality ForumAsia or entering our awards? Please contact Craig.

SUE WILLIAMS

Want to see your advert in our magazine or online? Please contact Sue to discuss opportunities.

onboardhospitality.com

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04 / CONTENTS

Inside this issue... Regulars

Design & Innovation

03 Welcome

34 Improving sustainability

06 In the News: Recent news stories

in rail catering 37 Napkins: Unfolding the

14 In Numbers: Onboard

noble napkin

Hospitality Awards

42 In Conversation:

32 In Debate: Uniforms

FORMIA's Sarah Klatt-

64 Events:

Walsh

Forthcoming trade shows

Onboard Hospitality Awards

Wellbeing 44 Flying with allergies 48 Chrononutrition:

09 Introducing the 2024 awards

Reducing jet lag 50 Take Your Pick:

10 What's new in the 2024 awards? 12

Allergen-free snacks

Cabin Concept of the

Tech

Year

Food & Beverage 16 Fresh or Frozen: Caterers' preferences 19 Expert Opinion: Pours for Thought 23 Focus On: Innovations in rail catering 24 Expert Opinion: Chef's Table 26 In Conversation: Air Astana's Zeki Kocak

People 28 Recruitment: Identifying and nurturing employability 30 People on the Move: Recent appointments

Accessible inflight

entertainment 54 In Conversation: Viasat's Don Buchman 55 Focus On: Live sports

Retail 56 Airport and airline collaboration

Show reviews

58 FTE APEX Asia Expo / Onboard Hospitality Forum - Asia: Singapore 60 APEX/IFSA Global EXPO: Long Beach, California 62 TickEat: Milton Keynes, England 63 APOT Networking Event: Danang, Vietnam

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6 / in the news

New uniforms for Air India Air India has announced that its crews will begin wearing uniforms created by Mumbai-based fashion designer Manish Malhotra when its first Airbus A350 enters service – likely to be in March 2024. The designs are said to be a "harmonious blend of rich Indian heritage and aesthetics with 21st-century style, elegance and comfort." They include ombré saree designs for the cabin crew and double-breasted black suits for the cockpit crew. Footwear will be black brogues and dual-tone block heels in burgundy and black. "Air India's crew uniforms are amongst the world’s most storied in aviation history and we firmly believe that Manish Malhotra's innovative ensemble will script an exciting new chapter for Air India's future narrative. It perfectly captures the essence of our new identity, service principles, and our pursuit of setting new benchmarks in global aviation,” said Campbell Wilson, Chief Executive Officer and Managing Director of Air India. “I am honoured to have been given the opportunity to design the uniforms for Air India. It is a privilege to be able to contribute to the national flag-bearer and showcase the elegance and charm of Indian fashion. My aim was to create uniforms that capture the essence of India's diverse culture and traditions while also embodying a modern and sophisticated look. By incorporating quintessential hues that are symbolic to India, I hope that these uniforms not only make the crew feel proud but also leave a lasting impression on the guests, representing the warmth and hospitality that India is known for,” commented Mr Malhotra.

The predicted 2023-24 rise in India's air traffic, to 155m people.

S a u d i c at e r e r rebrands Saudi Airlines Catering Company has rebranded as CATRION. Established in 1981 to provide inflight catering to Saudia, Saudi Arabia's national carrier, the company has evolved and diversified over the past 42 years. It operates across the inflight, healthcare, retail, railways and integrated facilities management sectors. The company's vision is "to be the global caterer and support services provider of choice for public and private organisations across travel, toursim, sport and events." The company manages 37 airport lounges in Saudi Arabia and is looking to further diversify. Read more on onboardhospitality.com/news

in the news / 7

NEWS BITES • Future Travel Experience has announced that the FTE EMEA and FTE Ancilliary and Retailing shows will be co-located at the Royal Dublin Society, known to many simply as the RDS, in a Customer Centric Innovation-themed show from June 11-13, 2024. • Air New Zealand's Kerry Reeves stepped down from his role in December 2023. The Head of Aircraft Programmes, who delivered Skycouch and Skynest, has retired following what he describes as "a long and extremely satisfying career". • Jody Jones, Vice President – Operations and Development at DFMi, has retired following more than 30 years service with the company in Atlanta, Georgia.

Malaysia Airlines introduced unlimited complimentary Wi-Fi to all passengers flying on select widebody aircraft on November 1 and The service will subsequently be rolled out on narrowbody aircraft.

B T A u p d at e

Newrest Group's revenue up 32% Newrest announced turnover of ¢2.2 billion during its financial year ending on September 30, 2023. The French catering group's revenue climbed almost a third on the previous year, surpassing the ¢2 billion mark for the first time since Olivier Sadran established the company in 1996. The aviation industry's post-COVID recovery was a key factor driving the hike in revenue. Dynamic organic growth also played a role. Newrest is active in the aviation sector in 34 countries and operates 88 airport lounges. Additionally, over the financial year that ended in September, the company made notable gains in the mining camp market in both Africa and South America. The group opened three catering hubs in Denmark, Norway and Sweden for Scandinavian Airlines. Production in Johannesburg, Montreal and Roissy was ramped up through the signing of airlines including Cathay Pacific and Emirates. In Houston and Atlanta, units dedicated to United Airlines and Delta Air Lines,

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saw iactivity increase by more than 50%. The group's earnings before interest and taxes (EBIT) was 8.7%, which is notable as it comes despite inflationary pressures in the markets where it operates. During 2023 Newrest invested ¢60million to modernise or create production facilities that could reduce its carbon footprint and implement an innovative digital unit concept that integrates automation and robotics while embracing the AI-assisted data exchange with stakeholders on a real-time basis. That enables predictive production which helps reduce waste. "This is a testament to our ability to convert our profitability into investment capacity. Our objective for the 2023-24 financial year is to increase our turnover by 5% with the ambition of consolodating our strengths and satisfying our customers," said Luc Gérardin, Group Chief Financial Officer while commenting that the group's fundamentals "remain very robust".

Transforming Travel for 40+ Years WESSCO International specializes in branded amenities, passenger comfort items, food & beverage service ware, and a wide range of bespoke items for airlines worldwide. As your trusted partner, our mission remains to help you create exceptional experiences for your passengers.

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ONBOARD HOSPITALITY AWARDS 2021 / 9

2024 LAUNCH THE ONBOARD HOSPITALITY AWARDS ARE BACK FOR THE TENTH YEAR! THE 2024 EDITION IS OPEN FOR ENTRY SUBMISSIONS UNTIL JANUARY 31

he latest edition of the Onboard Hospitality Awards features new categories. We are delighted that several new judges will be joining our independent panel of industry experts who meet to assess the finalists and select winners. Read about the new categories and judges on the pages that follow.

Cast your vote Before the judges assess the entries there is a round of online voting. We hope that you will participate in helping to draw up the list of finalists. “Our voting system makes the Onboard Hospitality Awards unique. It is not necessarily the big companies, the big spenders and advertisers who win. Our international readership votes and then our impartial, international judges choose the winners,” explains Onboard Hospitality’s Publisher, Sue Williams. Please check our awards microsite between February 23 and March 8 to view entries and to cast your votes.

10 years of excellence “I wanted to establish the best awards in our industry: awards that recognised the talent and creativity that is out there at all levels, from multimillion pound companies to

small startups trying to launch their products,” recalls Sue of the idea that led to the establishment of the Onboard Hospitality Awards. “Over the last ten years companies and individuals have put their trust and belief in the Onboard Hospitality Awards. We must be doing something right as some companies enter every year and the number of entries grows every year,” she says. In total, well over 1,000 entries have been received over the first nine years of the awards. “Our annual awards ceremony in Hamburg, where the trophies are presented, has become one of the major social functions at WTCE,” adds Sue. The 2024 winners will again be named at the World Travel Catering and Onboard Services Expo. Taking place at the Taste of Travel Theatre on the evening of Tuesday, May 28, the awards ceremony will have a new, improved format which will be unveiled closer to the big day. In the meantime, we are excited to see what you will be submitting and look forward to receiving your entries. You can find more information online and if the awards’ microsite doesn’t answer your questions, please get in touch directly with a member of the Onboard Hospitality team. onboardhospitality.com/onboard-hospitality-awards-2024open-for-entries •

Read full Enter product now at details awards.onboardhospitality.com at onboardhospitality.com/awards

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10 / ONBOARD HOSPITALITY AWARDS 2024

WHAT'S NEW FOR 2024? In the spirit of innovation and evolution, the launch of the Onboard Hospitality Awards 2024 brings with it some exciting developments, including new judges and the expansion of our award categories.

A DECADE OF EXCELLENCE In the ever-evolving world of travel, the role of onboard hospitality is more vital than ever. The Onboard Hospitality Awards in 2024 represent a major milestone – the tenth year of the prestigious awards. These awards are a testament to the unwavering commitment of countless individuals and organisations dedicated to enhancing the passenger experience. For a decade, we have been at the forefront of recognising the achievements and contributions of people and companies continuously striving to elevate air, rail, ferry and cruise travel into truly memorable journeys. Our tenth year brings some exciting developments…

NEW CATEGORIES In response to industry trends and demand, we have added new categories, including: Best Onboard Menu or Meal To include menu concepts and implementation, or a singular stand-out meal component. Best Onboard for Young Travellers To include any element from the passenger experience for babies, children or teenagers. For

example: amenities, services and food products for babies, children and teenagers. Best for Accessibility Onboard Products, developments and services designed to assist passengers with additional needs, for example wheelchair accessibility, braille signposting, crew training and more.

TECHNOLOGY We have also separated our technology category into four sub-categories. These are: Best Onboard Entertainment To include entertainment content such as movies, television channels and content, music, live-streaming and destination content. Best Onboard Apps To include applications, either built into IFE or for passengers to use on their personal entertainment devices, before, during and/or after the journey. Best Onboard Connectivity To include hardware from satellite systems to antennas, distribution, performance and passenger access. Best for Onboard Technology – Hardware To include passenger experience items such as headphones, screens and charging ports.

Enter the 2024 awards via awards.onboardhospitality.com.

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ONBOARD HOSPITALITY AWARDS 2023 / 11

2020 CABIN 2 0 2 4 AWA R D S CONCEPT THE CRITERIA AWA R D E N T R Y

What we're looking for...

CABIN CONCEPT OF THE YEAR Now in its fourth year, the Cabin Concept of the Year award has quickly gained recognition as one of the most prestigious awards an airline can win for its inflight service. This year, airlines have the choice of three categories to enter: Full-Service Airline Cabin Concept of the Year, Low-Cost Airline Cabin Concept of the Year and also Private Jet Cabin Concept of the Year.

Our online voters will have their own key criteria in mind but, when it comes to the final judging day, we ask the panel to assess the products against the following criteria...

NEW JUDGES Key to the enduring success of the Onboard Hospitality Awards is our unique judging process, of which we are extremely proud. Our judging panel includes experts with many years of onboard hospitality experience, including buyers and decision-makers from airlines, chefs, caterers, industry consultants and professional travellers. Our judges travel from all over the world – from Canada to New Zealand and beyond – to judge entries in-person in London. Additions to the judging panel this year include Paul Mills, Head of Inflight at Virgin Atlantic; Yann Bayeul, Onboard Contract and Service Innovations Manager for Eurostar; Louise Leaupepe, Senior Programme Manager at Air New Zealand; Julianne Ponan MBE, allergy expert and Founder and CEO of Creative Nature; Steve Walpole, Chef and Independent Consultant; Melissa Adamski, Travel Dietitian and Travel Nutritionist at Nutted Out Nutrition and Kelly Stevenson, Director at JetVine Consultancy.

ENTER NOW! Entries for the Onboard Hospitality Awards 2024 are now open. Entries for Cabin Concept of the Year close on February 28, while all other categories close on January 31, 2024. If you are unsure which category to enter or have any other queries, please contact sue.williams@ onboardhospitality.com or craig.mcquinn@ onboardhospitality.com. Visit awards.onboardhospitality.com for more information. Good luck!

INNOVATION:

DESIGN FUNCTIONALITY:

How does this product support the industry's constant drive for change and improvement.

Items must be easy to use by crew or passengers. Simpler is often better.

FIRST IMPRESSIONS:

TASTE:

The all-important ‘wow’ factor adds to every passenger experience. Is the design special or unique, does it make an impact?

Our judges know all about catering onboard and how taste changes in the air. Food and beverage entries are judged for their service suitability, taste and presentation or packaging.

QUALITY: Quality design, materials and finishes can add to the ‘feel good’ factor in all classes. DURABILITY: Onboard products need to be robust. Judges assess if the product is fit for purpose and will stand the test of time.

CONTENT: The contents of an amenity kit can be innovative, whatever the budget. Our judges look for new and on-trend products, interesting brand collaborations and effective functionality.

LIFE SPAN:

CUSTOMER EXPERIENCE:

Products need to balance longevity with attention to their sustainability.

Ultimately, it is how the product adds to the customer experience that really matters. Products need to make customers feel good. Our judges look for elements that add to the passenger’s journey and make it special.

WEIGHT: With fuel-efficiency a priority, product weight is increasingly important.

Enter the 2024 awards via awards.onboardhospitality.com.

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12 / awards

Cabin Concept of the Year

CABIN CONCEPT of the Year

he Cabin Concept of the Year category of the Onboard Hospitality Awards was introduced in 2020. This year, for the first time, it is being split into three distinct categories: Full-Service Airline Cabin Concept of the Year, Low-Cost Airline Cabin Concept of the Year and Private Jet Cabin Concept of the Year. Onboard Hospitality’s Associate Publisher Craig McQuinn came up with the idea for the Cabin Concept category of our awards while enhancing the magazine’s readership database. “I spotted a gap in the market that caters for our core readers,” he recalls. “Suppliers can be confident that their message is reaching the right professionals and that’s what I’m most proud of in relation to my role in introducing the Cabin Concept of the Year. And splitting it into three categories now accommodates low-cost carriers who wouldn’t have considered entering in the past, as the competition to win against flag carriers might have been deemed insurmountable, and to incorporate an ever increasing form of travel – private jets,” he continues.

A judge’s viewpoint

“The Cabin Concept award covers multiple areas of the onboard service including service/crew, catering, technology, interior design, comfort and corporate social responsibility elements,” explains Sandra Pineau-Boddison, a partner at The Hayward Partnership and regular member

of the Onboard Hospitality Awards’ independent judging panel. Each year, Sandra flies to the United Kingdom from her home in the USA to participate. “A minimum of two categories should be included with the entry. While it may seem that more is better, that is not necessarily the case. Quality of the specific initiatives and accomplishments supporting the concept is a key element of a strong submission,” she adds, offering advice that could prove useful to entrants. Sandra admits that she always looks forward to participating the Onboard Hospitality Awards judging day and each year is amazed by the quality of the entries that are submitted in the Cabin Concept of the Year category. “I am pleased to see that airlines across the globe are prioritising their onboard customer experience and thinking outside the box when it comes to ambiance, innovation and functionality. Customers want choice and they want to be able to manage and customise their travel experience. When airlines provide a suite – pun intended – of experiences for the front and/or main cabin, they are listening and delivering to the travellers of today and into the future,” she continues about why she enjoys judging.

Suppliers can be confident that their message is reaching the right professionals

A winner’s perspective

Henry Buckley, Senior Manager Experience Design at Virgin Atlantic, and his team have worked hard to develop the passenger experience to new standards aboard A330neos that will play a pivotal

Enter the 2024 awards via awards.onboardhospitality.com.

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awards / 13

Cabin Concept of the Year

role in transforming the airline’s fleet and was the 2023 Silver Winner. “We put huge importance in entering these awards because they serve as a catalyst to continue driving forward Customer Experience excellence, both for us and the rest of the industry. We entered several categories in 2023 and were proud to walk away with accolades from different aspects of our experience – Interiors, food and beverage, service and soft product. We are very grateful to Onboard Hospitality for their dedication to driving innovation within the industry,” he says in a positive tone.

Golden advice

The Gold Winner in 2023 was Air New Zealand. Kerry Reeves, Head of Airline Programmes, explains that Air New Zealand had, “concluded a user driven redesign of the onboard experience, from hard product, service flow, soft product and culinary, delivering a step change for our passengers and crew. We strongly believed that the Onboard Hospitality Awards was the perfect opportunity to demonstrate the process and the outcomes of the project to the industry.” “The Cabin Concept of the Year award is reflective of the entire onboard experience and therefore it means so much to have achieved this. To develop and execute an award-winning experience across such a complex process is extremely satisfying and gives us confidence we will see this reflected in our passenger’s feedback,” he adds before offering advice that entrants may find useful. “It is important to demonstrate and show the rationale behind your entry. The idea should be driven by a desire to solve a problem or improve a current experience and should be based on solid research and creating real value for both the passengers and the airline. But must be simply executable every day, or the value created will be lost,” he suggests. Submit your Cabin Concept of the Year entry online by 28 February via: awards.onboardhospitality.com • Enter the 2024 awards via awards.onboardhospitality.com.

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14 / Journey of the Awards

The Onboard Hospitality Awards'

10 YEAR JOURNEY

2014

The year the onboard hospitality awards were established

2016

More than 100 entries were received for the first time

2020

AWARDS

2018

The very first cabin concept was introduced

The logo was updated and became part of the new acrylic trophy Enter the 2024 awards via awards.onboardhospitality.com

Journey of the Awards / 15

2022

The 1000th entry to the onboard hospitality awards

2023 record breaking entries recieved from airlines

2021

onboard hospitality awards had to go virtual due to covid-19

2023

Wood awards introduced, reflecting the move to greater sustainability within the travel industry

2024 is the tenth birthday of the onboard hospitality awards

Enter the 2024 awards via awards.onboardhospitality.com

16 / ONBOARD CATERING

Fresh VS Frozen Stuart Forster asks whether there’s a preference for fresh or frozen produce in onboard catering…

ultiple factors impact the popularity of dishes and what goes into them. Supply chain issues, pricing, sustainability concerns and culinary developments all play roles in whether caterers favour fresh or frozen produce. “With the recent trend towards sustainable regional food, dnata has pivoted to fresh rather than frozen food. This is in keeping with our ‘serve the best of fresh seasonal food’ approach and strategy to cooking,” says Stephen Templeton, Global Head of Culinary at dnata. He acknowledges that is not the case across the industry: “Due to supply chain challenges in the marketplace, many hospitality and catering companies are moving to frozen food, which helps with the sourcing of forecasted quantities and negotiating the best price.”

Cost factors Nicolas Rondeau, Executive Vice President – Sales and Marketing at Flying Food Group, concurs that using frozen food offers supply chain advantages, allowing caterers to stock more products while reducing delivery frequencies. There’s also a cost factor to consider, as many frozen ingredients are less expensive than their fresh equivalent, which can make a difference when designing Economy class products. “We need to get away from the idea of frozen equals low quality. This is not true. We are working with very good frozen ingredients nowadays and when incorporated in high-end recipes designed by our chefs, you cannot tell the difference,” he argues while pointing out that the supply chain of frozen products is more robust than its fresh counterpart in some locations. Chef Rodrigo Saravia, Senior Culinary Excellence Manager – Latin America at LSG Group, believes that the choice of whether to use fresh or frozen

produce comes down to each specific ingredient: “Fruits, vegetables, dairy products and much more, we prefer fresh – using seasonal and local items whenever possible. Also, in Latin America, all meals are sent to our customers fresh."

Supply chain “In order to guarantee the supply chain of seasonal materials such as animal proteins, the kitchens will use frozen products to ensure the menus and volumes will be delivered within specifications and quality desired by our customers,” he adds, conscious that safeguards are needed so proteins do not carry too much water. Ultimately, the quality of frozen products depends on the freezing process. Rapid freezing prevents onboardhospitality.com

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the formation of ice crystals and effectively ‘seals in’ freshness. Correctly defrosting ingredients ensures that they have the desired taste and texture. Of course, freezing is not the only food conservation method but it is one of the most efficient in maintaining taste, aroma, texture and appearance. And having a stockpile of ingredients means there is no need to find substitutes for agreed services in the case of a shortage.

Reassessing strategies Top left: Chef using fresh produce in the dnata kitchen. Top right: Frozen produce ready for use in a kitchen.

Nonetheless, Audrey Hart, Senior Manager – Inflight Services Food, Beverage and Ancillaries at Virgin Atlantic, has noted an increase in the use of fresh produce: “Today we procure more fresh food from our global caterers than we did

pre-pandemic. External factors have shaped the markets we operate in, such as changes in supply chains during and post-Covid. We use local suppliers in the UK to minimise disruption and the complexities that come with importing European supplies and keep sustainability at the forefront in our catering decisions.” After donating its stock of frozen main meals during the pandemic, Virgin Atlantic re-evaluated its sourcing strategy and moved towards working collaboratively with its US caterer to develop a freshly produced range of entrees. That model is still in place. Nevertheless, Hart acknowledges that “centralised development and production of frozen food allows for greater consistency of the final product presentation and feel. This is through finely tuned technology, traceability, resilience and financial efficiencies through centralised sourcing.” Yet fresh production has several notable advantages: “including reduced transport requirements with the upside of lower carbon emissions, agility and speed of change (as fewer restrictions than already produced stock requiring depletion). Fresh produce also has a much more locally authentic human touch.” Stephen Templeton believes that using fresh ingredients means that dnata’s chefs use the best of what is available from suppliers and markets. “This really helps the chefs keep on top of the latest ingredients and food trends. There are, of course, instances whereby due to volume we use frozen ingredients in some parts of the world where fresh is not always available. This gives us some freedom to give our customers choice,” he explains. Ultimately, each catering company needs to balance the pros and cons of using fresh or frozen ingredients against its operating circumstances and business model to create dishes that meet or even surpass customer expectations. •

onboardhospitality.com

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expert insight / 19

Pours for Thought:

Choosing wines for First class JetVine Director Kelly Stevenson supports wine producers and airlines to offer the world’s best wines and discusses making choices for First class cabins … Even the super-premium end of aircraft has limited cellar space. When selecting ultimate quality wines, food pairing is important but other fundamentals influence most airline wine buyers when selecting wines for First class cabins. Commercial airlines usually select a signature sparkling wine – typically a grand marque Champagne, an additional guest sparkling that may rotate and a sparkling rosé. Typically, most also select three white wines – perhaps two and a rosé – and three red, a sweet wine and a fortified option. On private jets, the wine list can be curated by flight, tailored to guests’ tastes. Some commercial airlines have a superpremium product, such as Etihad’s The Residence, where the culinary experience closely represents those of corporate jets.

Business class cellars pop a pink fizz, First should offer a clear quality distinction.

selecting still wines For reds and whites, quality must be obvious from the name. Reds will almost certainly include a Bordeaux growth – often the investment airlines make in wine can be calculated by the growth they pour. There’s

sparkling choices Globally, I can’t think of a First class cabin where Champagne isn’t poured. Even Qantas, who rightly fly an Australiandominant list, always features at least one. The second fizz may represent the airline’s nationality or is chosen on taste performance. Since 2017, British Airways has poured an English sparkling wine alongside Laurent Perrier Grand Siècle. Rosé sparkling is normally a vintage, Grand or Premier Cru from Champagne. And as most

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20 / expert insight

Globally, I can’t think of a First class cabin where Champagne isn’t poured. Even Qantas, who rightly fly an Australiandominant list, always features at least one. healthy competition to secure the best growth and vintage – the winners being passengers in First. Other reds may include a lighterbodied tipple, such as a Pinot Noir, from a premium appellation or producer. The third will be nominated due to exceptional quality, seasonality, fashionable trends or from a national producer.

The white wines will benchmark quality in a Burgundy option – Premier Cru or higher. An alternative, such as Sauvignon Blanc, will resonate with connoisseurs because of appellation and producer, so we see Sancerres and rarer, low-yielding Marlboroughs. Coinciding with the relatively recent ‘Rosé revolution’, dry rosé made its flying debut. Since 2021, rosé has been a more permanent listing at the front of planes with finer pours from Provence preferred. There’s an extreme scale on sweet wines so many airlines represent styles at opposite ends. The dessert wine could be a Sauternes, Rutherglen, Straw or Tokaji. I’ve seen sherry take a spot here too. And then there will be a port or madeira.

kelly.stevenson@ jetvine.co.uk jetvine.co.uk

Significance of vintage Vintage is important due to availability and drinkability. The finest wines tend to be rarest, so finding enough for consistency can be challenging and especially among red wines and Champagnes, the character of the vintage determines a narrower drinking window at altitude. Vintage port performs better when decanted but few airlines carry decanters, or train crew to use them. Also, vintage port doesn’t like being disturbed or shaken around, so often a delicious and longaged tawny port is seen along with cheese boards in First class cabins. •

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Eating it app Roger Williams, Member Emeritus of the International Rail Catering Group (IRCG), outlines innovations enhancing aspects of rail catering by five companies in Europe…

s part of efforts to attract business and retain staff, rail catering companies are becoming ever more innovative. Across Europe, Utasellátó, which operates dining cars in Hungary, has looked to the past for inspiration and introduced a special, retro-style charter train offering, recreating stylish menus and crockery with geometric patterns from the 1960’s. Passengers appreciate the vibe of the old-style restaurant cars and the traditional Hungarian dishes being served.

Inspired by Asia By contrast, DSB in Denmark has a new app based click and collect service by Noah, based at Roskilde station. The food franchise uses multi-brand smart kitchens offering a choice of 16 freshly prepared dishes – rising to 50 by 2025. Wraps, tacos, grills, pizzas and salad bowls are ready for collection or delivery within 15 minutes. Popular in Thailand, the idea is new to rail catering in Europe. Staff resourcing remains a challenge. DoN, on Austria’s ÖBB network, and Newrest have both introduced initiatives that invest in people, adding

value to their working lives. There is a also fun element, with Newrest’s intuitive MyLink app competitions and social events that aid connects a network of hundreds of team building and staff retention. remote-working baristas, helping Switzerland’s Elvetino has targeted them feel part of a team, aiding staff promotions throughout the year, retention and boosting onboard sales. harnessing the marketing value of Live train information, their dining car promotions and audience both performance data are onboard and via available on the app, social media. Rail catering which offers peerCoordinated companies are to-peer recognition advertising of becoming ever more non-F&B services generating virtual innovative reward coins available and promotion of to spend online. unlisted catering products, including Swiss wines and Lindt chocolates, has helped negotiate Building skills additional supplier funding for money Meanwhile, DoN has been operating off vouchers for passengers and stocks a Training for the future campaign, of new glasses for use onboard trains. offering e-learning via the DoN Providing such additional value has Academy. It aims to enhance skills and improved customer satisfaction and job satisfaction, positively impacting raised genuinely new income streams.• passenger satisfaction and sales.

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24 / EXPERT INSIGHT

Chef's Table:

Chef and consultant Steve Walpole believes the F&B sector bounced back in 2023 and that things are again moving in the right direction… Having taken part in numerous shows and expos – including WTCE, the Speciality and Fine Food Fair and TickEat – it has been a real treat for me to see trends and innovation relating to global issues dominating the F&B scene. These include 3D-printed food and true plantbased products plus developments in sustainability, biodiversity and also in vertical farming. I’m looking forward to seeing more of the same and interested to see how far innovation takes us. So, what do I think will dominate the F&B industry in 2024?

GRAHAM JARVIS

A look at trends for 2024 and beyond Natural plant-based products The whirlwind that is plant-based and vegan-centric food has had a mixed reaction. Choosing plant-based and vegan food is not only a conscious health and wellbeing choice, it’s also an environmentally ethical one. However, food products mimicking meat and fish have come under scrutiny due to questions surrounding their processing, allergens, nutritional value and ingredient lists that can read like a science project. I think the coming year will see innovators

No- and low-alcohol beverages There has been a notable shift in consumer drinking habits over the past few years. There will always be a market for premium and regular alcoholic drinks but the customer demographic along with our attitude and culture towards drinking, are changing to a more measured approach. People are more aware of the health and wellness implications that can result from high alcohol consumption. Lowand no-alcohol products are now readily accepted as a quality substitute. Coupled with a marked improvement in the taste and quality of ‘NoLo’ drinks, many of which are produced by big brand names, this trend looks set to boom in the coming years thanks to the growing number of people looking for these kinds of products.

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We can expect to see a shift back to basics and toward more natural alternatives – putting the plants back in plant-based foods! and developers working to create nutritionally improved products. We can expect to see a shift back to basics and toward more natural alternatives – putting the plants back in plant-based foods!

Green and global trends With so much focus on carbon footprints, food miles, overproduction, farming and consumption there are calls to implement drastic environmental and social changes. There are some great companies making amazing products using surplus or waste

produce. These include Kumasi’s cocoa fruit juice (kumasi-drinks.nl) drinks, made from the flesh of cacao pods, and ChicP’s (chicp.co.uk) hummus made from wonky but perfectly edible vegetables. There are some amazing stories and people making a big difference through what they do. Food with purpose will be taking centre stage in 2024. Look out for companies such as Veg Life (veglifeeats.com), Rubies in the Rubble (rubiesintherubble. com) and Beyond Belief Brewing Co (beyondbeliefbrewing.co.uk).

info@stevewalpoleltd. com stevewalpoleltd.com

Power of choice An overriding factor in what people eat and drink remains choice. The power of media and digital technology means more accessibility to information than ever and we now have whole generations that want information at the click of a button. This is seeing F&B put under more scrutiny than ever before by the consumer. This places customer expectations and demands at the forefront of hospitality in 2024.

Tech and innovation The 3D printing of food and catering’s use of Artificial Intelligence (AI) has arrived! The effect of AI within the food industry is in its early stages but it’s only a matter of time before it hits the F&B sector full-on. Maybe in 2024? Let’s see what surprises the new year brings! •

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26 / In conversation

We take pride in showcasing our culinary heritage Zeki Kocak, Catering Manager at Air Astana, provides insights into the food and drink aboard the flag carrier of Kazakhstan

t Air Astana, our commitment to crafting exceptional inflight experiences is reflected in the thoughtful design of our meals and beverage menus, aiming to replicate the ambience of a five-star restaurant in the sky. Recognising the need for healthier choices, we have enriched our menus with vegetarian options as a third choice in Economy class. Passengers in both classes can enjoy a selection of warm bread – featuring local specialties from the destination, including our cherished signature garlic bread – paired with an array of award-winning wine and well-known beverages.

Culinary heritage We take pride in showcasing our culinary heritage through the food and beverages aboard Air Astana flights. Putting a spotlight on nomadic cuisine is a central part of our culinary approach.

To infuse local flavours, we incorporate a range of local recipes and ingredients, including the use of traditional products like our Kazakh curd cheese. Adding a special twist, you might find modern creations like manti (a style of dumpling) with salmon filling. Passengers have the opportunity to indulge in signature Kazakh dishes such as beshparmak and delicate horsemeat during their flight – providing a genuine taste of the local culinary traditions. We also provide a unique touch with our national tea service at all our flights with our nomad tea trolley, allowing passengers to immerse themselves in a complete and genuine culinary journey.

Distinguished service In an industry where many have moved away from complimentary offerings, Air Astana continues to provide complimentary food and beverages in

all classes independently of the flight duration. Something that we take pride in is that we do not rely on frozen meals, ensuring that all our offerings are freshly made with the best local and seasonal ingredients. This aligns with current food trends and has become our signature touch.

Waste not, want not We are actively working on waste reduction during flights. In a significant advancement, a new software tool slated for implementation in 2024 will provide a visual layout of our aircraft and galleys. This tool aids in determining optimal galley and cart plans, featuring automated reloading capabilities for onboard provisions based on weight and convenience. This initiative not only reduces our carbon footprint but also plays a vital role in minimising food waste. airastana.com •

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ADVERTORIAL

Foodfolk Australia

All Grown Up 2016 Onboard Hospitality Award winners, Perth Inflight Catering – now known as Foodfolk Australia – has successfully navigated recent challenges and is embarking on a new journey.

n the throes of the global pandemic, this family-owned Australian business found itself in a tough spot. Salim Hazife, Managing Director, reflects: "Being a family business, we did not have the means to keep the doors open without revenue." Resilience and adaptability were key. Working closely with local health authorities, the company reopened its doors and transitioned seamlessly to provide more than 4,000 meals a day for the hotel quarantine programme. "We were able to keep all our staff employed, which was a great win," says Salim. That success attracted Virgin Australia's attention, leading to a partnership showcasing Foodfolk Australia's ability to provide solutions at a moment's notice. "Virgin was in a tough spot and we were able to provide them with a solution with less than 12 hours notice," remarks Salim. With a new long-term contract signed with Virgin Australia, the family saw an opportunity for a fresh start, rebranding as Foodfolk Australia. Salim explains: "After 25 years in business, we thought it was the right time to appeal to a broader market. Our new brand reflects

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who we are as a family and our mission to provide good food to good folk!" Currently servicing over 120 domestic and regional departures a day from their Perth base, Foodfolk Australia recently secured its first post-COVID international contract with Vietnam Airlines. "To be back in the international market is an amazing milestone for us," says Salim. "This is a new route for Vietnam Airlines and we look forward to helping to make it a success." The success stories don't end there. Foodfolk Australia has no plans of slowing down. "We have just signed a lease for a new 9,500 square metre facility at Perth Airport, so we can provide our award-winning food and service to loyal as well as new customers. It's set to open in September 2024," explains Salim. Investing in people as well as infrastructure, Foodfolk Australia look forward to welcoming Chris Jones as COO. Salim remarks: "Chris has great depth of experience, helping to lead catering centres in the Middle East and in Europe. He is the perfect person to help us achieve our goal of being Australia’s most-loved caterer." •

FOODFOLK.COM.AU

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/ RECRUITMENT XXXXX

IDENTIFYING AND NURTURING

EMPLOYABILITY Mike Pooley discusses the importance of understanding the positive value of true employability in the workplace and nurturing talent who have it…

have enjoyed a long career, first in foodservice management roles and approaching 30 years in the global aviation services sector. Working with the best examples of agility, diligence and the ‘can-do’ attitude has always sustained me. Exposure to that hard evidence of true employability acts like a magnet to me. In this dynamic and often volatile industry, having the mindset and energy to hang in, stay true to the assignment and work tirelessly to ease the workload can be the glue that holds together a team or organisation. It can ensure that shared accountability is rewarded with strong results. Recognising and nurturing that crucial component of high employability remains a key

focus of mine in both my executive search work and my roles as an advisor and coach. Recently, it’s been a topic I have raised with others in the sector as I see it as a key driver in our sector’s ability to sustain its recovery and growth. I wanted to get current perspectives on how we can manage the delivery of service excellence in this time of ‘permacrisis’.

The right attributes What attributes matter to managers and business leaders right now? They are working to combat global insecurity and instability while demands for a speedy and seamless return are ramped up. At times, this has been impeded by shortfalls in resources and talent to service the

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upturn. So getting it right is business critical. I am grateful to the vastly experienced Simon Soni, who recently returned to an interim role at British Airways. Simon advocates a transparent and strong work ethic and, astutely, emphasises that “recruiting for energy and commitment needs to travel in tandem” with a sharp focus on coaching key skills and monitoring people's development.

Looking forward

Ariane van Mancius is a true champion of identifying talent and providing opportunities to the next generation of fit-for-purpose employees. Her venture, Now New Next, collaborates with academic establishments in the Netherlands to attract the most employable young talent. This collaboration guarantees access to willing, educated and ambitious people, some of whom are invited to internships. Highly employable and valued candidates will be offered full-time roles. In her words “it’s a business wheel which works perfectly,” revolving around the ability to recognise the key drivers of employability while providing real-life experience. Ariane, like Simon, nurtures talent to become Connected leadership enthusiastic and confident employees targeting Simon is an advocate of future success. connected leadership. He Taking such an approach may be considered explains that hiring for attitude can work but a risk. Yet as Ariane says, if a job seeker is leaders need to understand the commitment “attracted to a beacon” of an exciting career of the applicant is now theirs to stimulate. opportunity, it's then the onboarding team’s Applicants also need to feel assured that “as they task to mitigate risk and to ground and settle jump into a new and challenging role, there is those individuals, providing suitable psychological safety mentoring possible to make to avoid them drowning.” a return on the investment. Employable candidates In short, creating the may lack some transferable In short, creating the best environment for skills. So, can attitude best environment for employability to thrive compensate as necessary employability to thrive is a mutual process. competencies are trained in? is a mutual process Employers must identify “Yes, of course,” says and embrace core values. Phyllis Fercho, a former In turn, employees must be open and flexible in sustainability hero at LSG Group. Hers is very demonstrating the essential attitude which can much a voice of Gen Z. enhance their reputations when on the way to At LSG, Phyllis benefitted from two things that attaining fulfilment in their careers. I consider as essential ingredients for strong thehaywardpartnership.com • employability to thrive: an environment which values mentoring and also provides space for those employees who are curious and ambitious to seize new opportunities as they spot them. Recalling her own career development, she spoke of a shared appreciation between herself and the managers who trained her so well. Just like Simon, she also refers to Gen Zs “needing a greater degree of flexibility and reassurance in the workplace but that hiring on attitude when a focus on values is as important as competencies is an encouraging and positive new trend.” Not to consider doing so, is, in her words, to “keep looking in the rear-view mirror”.

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/ PEOPLE ON THE MOVE

ASIF KHAN

GAIL TWIGG

HAYLEY MOORE

JOINS: West Entertainment AS: Senior VP of Entertainment FROM: Etihad Airways

JOINS: British Airways AS: Head of Global Catering Operations FROM: En Route

JOINS: Princess Cruises AS: Sales Director FROM: P&O Cruises

Asif most recently headed IFEC and Publications at Etihad and has over 24 years' experience. Based in the UAE he will travel frequently to the USA on business.

Gail is now heading up BA's Global Catering Operations, Catering Systems, Catering Standards plus Food Safety and Catering Security teams to ensure seamless service.

Experienced in travel retail, Hayley will be reporting into Eithne Williamson, VP of Princess Cruises UK and Europe, in a role that becomes eﬀective early in 2024.

DUNCAN DE BOER

SIMON SONI

NINA FRIEDE

Foodcase International AS: Commercial Director

JOINS: British Airways AS: Onboard Experience Adviser FROM: WestJet

JOINS: Clip AS: Director of Brand Development FROM: Friede Luxury Scents & Amenities

Duncan's is now Commercial Director in Europe, the Middle East and the Americas, where he is responsible for developing strategy and business.

Simon is a member of the IFSA Foundation Board and an industry consultant. While at WestJet he implemented the award-winning Spirit of Canada inﬂight service.

Nina's experience includes creating her own branded scents. She is now responsible for developing Clip's amenities, bedding and tableware brands.

RENIVAL OLIVERIA

FEDERICO HEITZ

HEIKE BIRLENBACH

Kaelis AS: Chief Executive Officer

Kaelis AS: Executive Chairman

With extensive industry experience, including more than six at Kaelis, Renival has a collaborative approach to leadership and is the new CEO.

Federico has named his successor as Chief Executive Oﬃcer at Kaelis and become the Executive Chairman of the company that he founded back in 1997.

JOINS: SWISS AS: Chief Commercial Officer FROM: Lufthansa Group

From 1 January 2024 Heike becomes CCO of Switzerland's ﬂag carrier with Tamur Goudarzi Pour, taking over Lufthansa Group's Customer Experience division.

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Happy

Holidays To Our Global Partners:

You are the stars that illuminate our skies. Your trust, collaboration, and unwavering support have meant the world to us. Thank you for believing in our vision and walking this path with us throughout the years. With heartfelt gratitude, we extend our warmest holiday wishes to you and your loved ones. May the upcoming year be filled with prosperity, happiness, and opportunities for all of us to thrive together. Warmest Wishes from the RMT Global Partners Team

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32 / IN DEBATE

Uniforms Jorge Pinto explains to Stuart Forster that improved management of uniform inventories brings companies opportunities to make savings and be more sustainable… Clothing should be comfortable to wear. WHAT

ELSE ARE THE CHARACTERISTICS OF A GOOD, MODERN UNIFORM?

Everything starts with the design. A uniform has to be easy to identify and express a brand to people – everybody recognises Qatar Airways or Emirates uniforms at any of the world’s airports. For a uniform to have great functionality, two things are important. The right raw material selection – for durability, comfort and temperature regulation – and beautiful patternmaking.

WHAT FABRICS ARE IN DEMAND FOR UNIFORMS? Wool, for thermal regulation, mixed with

polyester, for durability, and elastane, for comfort, make a beautiful blend for the main fabrics in uniforms. WHAT TRENDS EXIST IN UNIFORM DESIGN? Clients around the world have tons of money being drained in inventories. Today the challenge is helping companies save money and we do that through our good uniformmanagement system. The majority of airlines focus on discussions to save cents in material but afterwards have inventories that nobody picks up – costing a lot of money. We focus on improving that process, helping airlines reduce costs and making it simple for crews. Sustainability is also important. We re-use uniforms when people leave a company after two or three months. We have a system to re-use items so return a uniform to the warehouse and

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send it again to crews: it is almost new, perfectly safe and beautiful. We started introducing sneakers in the airline business but today you can also have very comfortable heels. TO WHAT EXTENT IS INCLUSIVITY REFLECTED IN UNIFORMS? Today we design male, female and gender-neutral uniforms. We incorporate body positivity at Skypro. For us, everything is natural and everybody has to be comfortable in their uniform.

HOW DO YOU INCORPORATE SUSTAINABILITY? We can make eco-designs but avoiding wastage and reusing material are also important. Software makes it possible to understand a company’s value chain and demands, covering it with a safety stock. It means we produce only what is necessary, helping reduce waste. A company’s money will not be drained in inventory and workers will be happy because they always have the correct sizes. This is a complete revolution. Uniform information has to be totally digital so it’s simple for crews and effective for airlines. Airlines, rail and cruise companies should focus on their core business and we have a forwardthinking approach to uniform management.

Jorge Pinto helped found the Portugal-based uniform specialist Skypro in 2004 and is the Chairman and CEO.

Making the process simple, digital and sustainable is essential. We provide facts about the footprint of uniforms and can create a plan to reduce it by an agreed amount over a set time. We have a team working with international partners to measure fibres' footprints. In our system, we know the footprint of each button and the raw materials of our uniforms. At the end of an item’s life, chemical or physical recycling are available. We can upcycle items into cargo trousers, polo trousers, aprons, bags and amenity kits. We have a team to help companies make a transition to a sustainable approach. HOW WILL THE MARKET EVOLVE? New technologies that are still quite expensive mean that we have fibres that react to people's health and body temperature. If the weather is warm the fibres open. If it is cool, the fibres close. •

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34 / RAIL CATERING

Sustainable growth in rail catering Member Emeritus of the International Rail Catering Group (IRCG), Roger Williams, looks at efforts to develop sustainable growth by rail caterers…

RCG members are continuing to ramp up their environmental efforts but inflationary pressures mean reaching net zero while maintaining financial viability represents a major challenge. Recognising this, IRCG put developing sustainable growth top of the agenda at its 2023 annual conference, held in Madrid, Spain. From among 14 companies drawn from railways, caterers and suppliers presenting at the conference, an international panel of members debated current trends. Corporate social responsibility (CSR), sales and costs are intrinsically linked. Only by targeting a profitable net zero can our industry guarantee long-term sustainability for our planet, customers and stakeholders.

Pre-ordering is developing F&B pre-order systems, with the potential to reduce food waste and widen menu choices, are not yet popular with passengers. Advance ticket purchasers are unwilling to order food weeks in advance and impulse sales are rising. In fact, a change towards a leisure demographic and a shift in dietary preferences are factors

in rail passengers seeking more indulgent purchases. Additionally, a rise in demand for vegan and vegetarian products has led some railways to make menus up to 60% meat- and dairy-free. This demonstrates the importance of up-to-date customer research. The shift to leisure travel aboard trains presents an opportunity to uplift the value of the onboard catering offer and for railways to set themselves apart from the competition.

Buying local products Reducing dependencies on globally branded beverages was keenly debated in Madrid, both for environmental benefits and in light of repetitive cost increases. The risk of sales reductions from stocking more sustainable, local alternatives, grows with volume. As Philip Schaaf, Head of Category Management at Deutsche Bahn, explained: “If you sell large quantities of a leading branded product, replacing it for environmental reasons can have an enormous impact on sales, so it’s always a big decision. The business case needs to stack up, both environmentally and financially.” Offering local products that are more

Above from left: Swiss wine and beer on an Elvetino train; A Eurostar sustainability message; Breakfast service aboard Renfe's Malaga-bound AVE train.

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environmentally friendly is a popular sustainability strategy among IRCG members. However, across a large railway network this requires careful management to ensure product consistency and availability. Artisans producing in small volumes are often more expensive, so increasing back catering and using distributors’ spare truck capacity are cost-saving options. So too is engaging multiple suppliers of the same product. “We use local bakers at different stations rather than one for the whole route. Differences are indistinguishable to customers, but, importantly, food miles are almost zero,” explained Daniela Corboz, CEO at Elvetino. Supporting the increased use of artisan suppliers, Benoît Vignon, Vice President – Rail and Retail on Board at Newrest, said: “Artisans given development support and longer contracts can manage investment and production more efficiently, combining good value for money and sustainability benefits.”

Encouraging re-use Recycling schemes abound but increasing re-use was acknowledged as more effective. “A circular economy approach is increasingly available with potential to re-use materials in next-generation manufacturing. Planning these schemes in partnership with your supply chain helps keep costs down and provide sustainability for the long term,” said Fernanda Veiga, Chief Relations Officer at Kaelis.

Meanwhile, moving away from using disposables is being driven by suppliers, caterers and railways, as well as government regulations. “Directives to remove disposables are welcome, but we need adaptation for standard class retail on trains to make sure the benefits are not lost. Significant volumes of additional equipment, in-journey collection back from customers, a lack of onboard storage and off-train washing facilities all need careful planning,” commented Christian Hölbl, COO at DoN.

Environmental measures Reintroducing crockery and rotable tableware requires increased logistics space. The potential to share facilities with other operations was suggested as a solution in some station locations, though options are limited. E-vehicles delivering to trains are common, with bulk suppliers to stations also encouraged to use them. Where possible, solar panels are being introduced. Additionally, automated energysaving schemes for lighting and heating are proving worthwhile, even when retro-fitted. Food composting is difficult due to externally managed waste facilities. However, food waste reductions are being facilitated via digital demand forecasting and adaptive loading. While new packaging solutions should guarantee food quality, suppliers who don’t change from plastic must be left behind. Ultimately, it’s up to all of us to take responsibility for developing sustainable growth. •

Above from left: Eurostar in London; The Zurich-bound TGV Lyria Cafe bar; A meat and cheese platter aboard the Glacier Express.

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Under the Fold istockphoto.com/ Yulia Gusterina

Stuart Forster discovers that the seemingly humble napkin offers a vehicle to convey brand values and communicate with passengers…

apkins do more than simply catch drips from passengers’ drinks. The choice of their material – and how that relates to a napkin’s look and feel – sends statements relating to sustainability and reinforces a carrier’s values and aspirations. “Historically, as the name suggests, linen was used, but these days, certainly in high-intensity hospitality, cotton or polyester are more usual,” explains Ellie Parkes, Global Business Development Manager at John Horsfall, as to why napkins – along with items such as tablecloths and service trolley covers – continue to be collectively referred to as ‘table linens’. Today napkins are crafted from an array of materials and can be presented to passengers

as plain or patterned, with the option of carrying a logo or message. Virgin and recycled paper, including airlaid designs, count among the choices available for disposable napkins. So too do sustainably sourced materials such as bamboo and sugarcane. Reusable napkins can be woven from cotton satin or customised blends. RPET fabrics, made from recycled plastic bottles, share their versatile characteristics with polyester while helping to divert waste from landfill is part of its appeal.

Supplier perspectives “Airlines increasingly use napkins to differentiate their onboard offering through custom designs, thicknesses, folding patterns or sealing techniques,” observes Jordan Lake, Business

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Development Director at Global-C, of notable trends relating to the use of napkins. And reflective of the travel and hospitality industries, sustainability considerations play a greater role now than they did a few years ago. Holly Bhakar, Head of Product at Plane Talking Products, has observed a shift towards eco-friendly and sustainable napkin options. Reusable or recycled materials are in demand, because of environmental concerns, and compostable and biodegradable options are preferred for disposable napkins. “We favour materials made with unbleached fibres and opt for plant, vegetable or waterbased inks or dyes when adding customisation to minimise the introduction of chemicals to the product that at the end of its life, breaks down into the ecosystem,” she explains. Demand for natural fibres is also identified by Tim Morris, Head Global at Mills Textiles, who is seeing a rise in interest in pastel shades: “Nature is very much in our customers’ thoughts currently. There is interest in increasing wash performance – more cycles – and also weight reductions to reduce washing cost and to save water and fuel burn as they are lighter.” “The vast majority of our napkins are rotable – washable – so they are already sustainable to a degree versus disposable items. We always favour natural fibres such as cotton and linen... for biodegradability where possible and promote the use of recycled yarns if synthetic materials

are needed,” he adds, noting that the company’s procedure of analysing a napkin’s performance assesses fitness for purpose and whether wash and performance durability can be increased.

Onboard textiles With napkins, Parkes sees a parallel with broader developments in onboard textile usage: “There is a certain trend towards creating a homefrom-home experience. In table linens this can translate as using more domestic, casual-looking fabrics with a handcrafted, textured appearance.” “That said, for a lot of premium cabin passengers, nothing will ever beat a classic, crisp cotton napkin in a smooth, bright white, so it’s a brave airline that moves away from that aesthetic,” she warns. Barcelona-based Cornelia Talmazan, Business Manager at MYDRAP, notes that in leading hotels paper cocktail napkins have been replaced with small textile napkins which enhance guests’ perceptions of having a luxury experience. Increasingly, that trend is being embraced by airlines and it is opening opportunities to convey targeted messages. “Certain airlines utilise pink-coloured items to signify Breast Cancer Awareness Day. With our technology, we have the capability to produce napkins in small batches, enabling customisation for specific occasions like this,” she explains. Our napkins feature beautiful designs that appeal to users, and in the end, passengers onboardhospitality.com

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choosing eco-materials and other increasingly often take them, keep and re-use – particularly environmentally sound practices are part the smaller sizes like coasters or welcome drink of a broader effort by airlines to minimise napkins. These napkins are used to be branded environmental impact and is conscious of the with the client's logo, and taking them home growing emphasis on napkins' experiential role. leaves a lasting impression that helps foster “It’s not just about their functionality anymore; customer loyalty,” she adds. airlines now recognise that napkins play a role in “It's becoming increasingly common for airlines shaping the passenger experience and creating to introduce napkins adorned with seasonal the desired ambience. Whether it is about themed designs, aiming to create a more conveying a sense of luxury in premium cabins or celebratory atmosphere within the cabins. For ensuring practicality in economy class, the design instance, some airlines utilise special festive and texture of napkins are carefully tailored to napkins during the winter season holidays as contribute to the desired atmosphere during part of this trend,” she adds, explaining that flights,” he observes – emphasising that involves patented TEX technology facilitates production differentiating the design of napkins according to of seamless cotton napkins using 30% less raw material than traditional napkins while optimising cabin class. “In Premium classes, while energy and water resources. cost remains important there India-based NCM has also are other factors that come seen demand for disposable cotton napkins rise, with Airlines now recognise into play too. The choice of materials and the overall concerns relating to costs that napkins play sensory experience – like the and environmental issues a role in shaping feel of the napkin against playing roles. “The cost is the passenger skin – holds much weight in more or less equivalent to experience terms of importance. In these the washing and rotating classes, where passengers cost of the cotton napkins expect a level of comfort and luxury, the overall presently being used by the airlines,” highlights quality and sensory aspects of the product company president Ajay Agarwal. become elements in the decision-making process alongside cost considerations,” he explains. The passenger experience “When it comes to First and Business class Manoj Pridhanani, Chief Designer Officer and our priority is to provide a comfortable Head of Sustainability at Kaelis, agrees that

Above from left: Caledonian Sleeper napkins, a John Horsfall fabric napkin, a MYDRAP design; a Mills Textiles design.

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experience so we offer high-quality napkins made from cotton or cotton blends. These can be either reusable or eco-friendly disposable, based on passenger preferences. in Economy, we choose paper napkins to strike the right balance between affordability and maintaining a satisfactory level of quality,” he adds.

not all are equal Parkes echoes that not all napkins are created equal: “There is a vast and interesting variation that can be created by the considerate use of different qualities, yarn count, material finishing techniques and weave constructions.” “All of our table linens are custom-made for each airline, right down to the individual yarns. Patterns and colour are injected to reflect the carrier's brand personality and to enhance the overall appearance of the meal service,” she says, citing the example of the set created for Air Mauritius’ Business class, "which really captures their ‘island spirit’ aesthetic”. Plane Talking Products’ Head of Product acknowledges there is no ‘one-size-fits-all’ solution to choosing the right napkins explaining that: “…the ‘better’ option depends on the specific needs, priorities and values of the customer and their passengers. We take a balanced view that considers the environmental impact and the practical considerations which often becomes the most sustainable solution in many cases.”

“We look holistically at the experience that our clients endeavour to create for their guests. For this it is essential to look at how the range of products work together as a suite but also how that fits with the service delivery,” says Bhakar, who is acutely aware that even small touches can play a major role in shaping a passenger’s dining experience following Plane Talking Products’ recent involvement in an onboard food delivery project for the caledonian Sleeper train which saw the luxury service's official tartan sustainably incorporated into designs.

Above: John Horsfall table linen, including napkins.

striking a balance Global-c’s Lake is conscious that striking the right balance for clients involves considering design, sustainability and price factors without compromising the speed of products getting to market: “We strive to ensure our napkins are made from responsibly sourced materials and when requested by our airline partners, certified by the Forest Stewardship council (FSc).” Environmental and sustainability considerations include sourcing products from multiple locations, providing employment opportunities while helping to minimise transportation costs and associated emissions. While sustainability plays a core role in choices relating to napkins so too do costs and passenger experience considerations. And, ever so subtly, making the right decisions enhances passenger experiences across cabins. • onboardhospitality.com

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Professional wash-up systems for Inflight Catering

Fly on the wings of perfection in terms of cleanliness, hygiene and safety.

Security and safety are the most important values an airline can offer. A great number of checks are required before the captain and cabin crew are finally able to welcome the passengers on board. This includes making certain that travellers will receive a clean and hygienic service. With our professional warewashing systems for inflight catering, we at MEIKO are guaranteed to reach the recommended level in purity, hygiene and cleanliness. Sustainable, economic and efficient. From small business airports to large international traffic hubs: discover the versatility of our tailor-made warewashing systems.

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10/10/2023 13:44 10.10.23 /41 14:04

42 / IN CONVERSATION

WE ARE INCREDIBLY EXCITED TO LAUNCH THIS GROUND-BREAKING COLLECTION Sarah Klatt-Walsh, Sustainability Lead at FORMIA, discusses developing the world’s first carbon neutral amenity kits…

he new, carbon neutral amenity kits will be available across all cabins on Hawaiian Airlines' long-haul international flights and between Hawaii and New York, Boston and Austin. Sustainable materials are used throughout the collection, including a bag made with a recycled plastic canvas as well as a bamboo toothbrush, toothpaste in a recycled aluminium tube, FSC-certified kraft paper and wheat straw pen. A range of items such as socks, eye shades and cosmetic tubes made from post-consumer recycled (PCR) plastic complements the overall product offering. Hawaiian Airlines was looking to develop a new, responsible amenity kit collection to share a story of cultural exploration through thoughtful designs that can be taken home and re-used long beyond the flight. We had to consider many aspects

during the design process, particularly the size and weight of the bag as these have a major impact on the environmental footprint across the lifecycle of the product, such as onboard use, transportation and endof-life treatment.

Design aspects Sustainable materials can be more costly and the key is to balance the materials with the bag design and the number and types of products within. Working to a budget provides an opportunity to be more creative and come up with innovative solutions that work for all involved. Together with our partner, the Rebel Group, experts in quantifying environmental impact, FORMIA measures the carbon emissions in a Life Cycle Assessment according to ISO 14067 standards. Third-party certification organisation, SCS Global

Services verify the methodology, data, assumptions, calculations and results.

Investing in sustainability Our commitment to transforming the business to be truly sustainable has involved developing a dedicated in-house team and engaging with renowned expert sustainability partners to develop, refine and execute our ambitious sustainability strategy. Material selection also greatly impacts the front end of the lifecycle, in terms of raw material extraction and production, as well as the back end when considering circularity and recycling. Finally, waste reduction required consideration. The ‘on-demand’ offer in First class supports both customisation and waste reduction, with careful review of the products which bring the most value to passengers to drive the take-home rate and reduce wastage. formia.com •

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44 / ALLERGIES

Flying with Allergies Julianne Ponan MBE, CEO of Creative Nature, discusses the passenger journey aboard aircraft from the perspective of a severe allergy sufferer...

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ALLERGIES / 45

nuts on flights. irlines do not prevent wheelchair Simply asking to pre-board to wipe down seats users from flying, so why should can be too much on some airlines. This makes it people living with severe allergies be denied boarding? Unfortunately, difficult for passengers with severe food allergies. By contrast, airlines such as easyJet, Virgin that happens. I’d like to see airlines make Atlantic and Iberia choose to make a positive changes to be more accommodating to difference. This results in higher satisfaction passengers with severe allergies. among passengers with severe allergies. For many passengers, plane journeys are a “Our special meal programme is present at source of anxiety and stress. I have the added multiple key stages of our customers’ journeys. fear of potentially coming into contact with foods At the browsing and booking stage, our I am severely allergic to – they could trigger a customers can discover the meals we offer to fatal reaction mid-flight. suit their personal requirements via our website's Knowing you’re going to get a safe meal on dedicated page,” says Hart. board should be a right, not a privilege. Free“Should their requirements be more complex, from food isn’t a lifestyle choice for those of us customers can reach out to our Special who have severe allergies. Allergies aren’t a diet Assistance team for guidance and support. Prechoice. People like me have to live with them flight, customers can select from 16 special types. every day. All our special meals are designed in adherence Two children in every class of 30 now have to strict technical guidelines produced by Medina a food allergy. So the odds are that people on Quality for the QSAI group of airlines and rail every flight that takes off will be allergic to a operators and as IATA’s official food safety variety of ingredients. partner. Our caterers are regularly audited to Catering for major allergens on flights is the ensure full compliance to morally right thing to do. As technical specifications,” more passengers fly, it has adds the senior manager. the potential to increase an airline’s revenue. A recent Catering for major survey of 4,700 passengers* Actions before flying allergens on flights with allergies found that I contact my carrier directly, is the morally right more than 75% would stay to inform them of my things to do. loyal to an airline after a allergies and flight details. positive experience. Then I let the check-in staff, “The trend for special meals is increasing in boarding team and flight crew know my allergies general as customers become more aware and and where they can find my EpiPens in case of an more health conscious and of course as allergies allergic reaction. increase,” says Melanie Berry, Director of “On every flight, we carry EpiPens in our Customer Experience at Iberia. doctors' kits – if the customer has advised us in “Every customer wants to feel that their advance of any allergies the crew will ask the individual needs matter. They want to feel safe customer if they are carrying their own EpiPen and cared for. When an airline can proactively and will also do a special announcement to and consistently demonstrate its care towards advise customers that we have a customer all customers and their individual needs, the onboard travelling today with a severe allergy,” appreciation is reciprocated and loyalty builds,” outlines Berry. comments Audrey Hart, Senior Manager - F&B I request to board early, so I can wipe down my and Ancillaries, Inflight Services at Virgin Atlantic. seat and the surfaces of my surroundings. Doing so provides assurance that there are no traces of peanuts or nuts. Some airlines are supportive Preparing to fly by adding special assistance on their boarding I always check an airline’s allergy policies online cards. It’s possible at the booking stage with before booking. In my experience, some airlines easyJet, which allows people to state if they have don’t take allergies seriously – refusing to a nut allergy. guarantee that meals are nut-free and serving

Opposite: Ingredients with allergens that may cause severe reactions in people with allergies.

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46 / ALLERGIES

“Air travel is very complex…allowing customers to pre-board to wipe down the seats requires the aircraft to be ready for departure. This is not so easy as often the turnaround time is very tight and the aircraft is being cleaned right up until boarding starts and the crew are completing the safety checks,” explains Iberia’s Berry.

Global regulations and standards Globally, allergen regulations are not aligned. This results in a complex network of standards for airlines to navigate and adhere to across their route networks. As Hart points out: “Change for one airline might not be as impactful if it is done in silo and not emulated by others so that throughout their connected journeys across multiple operators, customers can have a harmonized experience without complexity. Global allergen standards and regulations and a global set of special codes and technical definitions would be a good point to start embedding change on a large scale and with cohesion and constancy.” “The world has changed since the IATA special meal codes were developed, it’s definitely time for a complete review – to ensure that they are aligned with customers' changing needs. We categorise special meals into three groups – religious, medical and lifestyle choice special meals. There is no specific allergen-free meal in the current list of special meals, which given the changing trend is something that has to change quickly,” suggests Berry. “Meeting customers' expectations with special meals is difficult as they are very complex and we can never guarantee that the meals are allergenfree. We uplift catering all over the world and the

standards andlegislation around allergens are very different, plus all our suppliers the majority of the allergens daily so there is always a risk of cross-contamination or traces,” she adds.

Introducing positive changes Airline caterers need to have more focus on allergy controls, to eliminate ‘may contain’ warnings and provide allergy-safe meals. The booking process could be made more inclusive by providing drop-down menus allowing people with allergies to select any of the 14 major allergens that can lead to anaphylaxis and other life-threatening situations. Japan Airlines and easyJet have already banned nuts onboard. This is a move that won’t harm anyone but could save the lives of tree nut and peanut allergy sufferers. As food allergies become more prevalent and allergy-related deaths are reported more frequently, now is the time for airlines to make positive changes to prevent further fatalities. • Creative Nature (creativenaturesuperfoods.co.uk) produces snacks free from the top 14 allergens. *Warren, C. et al (2023) 'Understanding experiences, barriers and facilitators of safe airline travel – a global survey of food allergy patients and caregivers', Journal of Allergy and Clinical Immunology, 151(2). onboardhospitality.com

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DISCOVER NEW HOR IZONS FROM SUNRISE TO SUNSET Celebrating 30 years of leadership of in-flight passenger comforts and the world's largest manufacturer of in-flight passenger headsets. Linstol sets the standard for sustainability and social responsibility within the airline industry and continues to innovate new product designs and brand partnerships.

Linstol.com

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48 / CHRONONUTRITION XXXXX

The science of

chrononutrition Dietitian and frequent flyer Melissa Adamski, the founder of Nutted Out Nutrition, looks at using food to reduce jet lag…

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higher risk of developing Type 2 diabetes. Gut motility also slows down, meaning we don’t digest food as well at night. This can cause gastrointestinal issues such as bloating. Yet eggs offset the effects of eating carbohydrates when the body thinks it's night and fruit such as blueberries, oranges, kiwi fruits and pineapple are less likely to cause bloating. Overall, chrononutrition research is highlighting that, for good health, when we eat is as important as the what and how much. There is still much to be understood before a specific anti-jet lag diet is developed but it’s not too early for airlines to take action to support passengers. Existing chrononutritionrelated research suggests that dietary strategies Embracing chronobiology could help reduce jet lag symptoms and assist Generally, it takes a few days for circadian travellers in resynchronising their body clocks. Airlines and caterers could start by rhythms to align with a new time zone. The science of chronobiology gives flyers tips relating personalising catering options specifically to to which factors help realignment. time zone changes and time of day at origin and destination. Giving passengers more flexibility One of the best-known external cues to help resync circadian rhythms over meals would also help. – or zeitgebers as they are Translating the concepts known – is exposure to of chrononutrition into daylight. Getting out into the practicalities may seem Jet lag is caused by a sunshine is a helpful strategy complex. Yet it can be de-synchronisation to adjust to a new time zone. simplified by considering Eating is also considered four areas for onboard or misalignment a zeitgeber. For airlines of our circadian rhythms catering innovation: meal operating long-haul flights timings, frequency, size and across multiple time zones, nutrient composition. that opens new possibilities in passenger service. Our dietary patterns and the foods that we eat Interest from passengers can affect jet lag. So airlines and caterers should Supporting passengers to step off a long-haul reassess the foods served during long flights. flight with barely a hint of jet lag could be a factor Circadian rhythms tell us that nighttime is in winning repeat custom. Offering passengers for resting but they are about more than just insights about dietary changes – before, during sleeping to reduce how tired we feel. They also and after flying – could be a positive first step in influence digestion and the metabolism of food. lieu of changing catering. The production of gastric enzymes and fluids, Australian research into behaviour to reduce nutrient absorption and gut motility all reduce jet lag and travel fatigue on long-haul flights during the night cycle or sleep period. found that nearly 70% of passengers made So when we eat in the daytime our body changes to foods eaten, including eating processes food differently from when we dine at healthier or changing meal sizes. These insights night. Essentially, the same food eaten at 3.00pm into passenger behaviour suggest an underlying amd 3.00am has different effects. interest in using food to help reduce jet lag. Research from 2019 shows that the human Airlines and caters can innovate in meal design, body does not metabolise carbohydrates as well onboard services, passenger education and when they are eaten at night, resulting in larger research to prevent jet lag, making this an area increases in blood sugar levels. This is believed with exciting potential. to be among reasons why shift workers have a nuttedoutnutrition.com.au •

et lag could be reduced if airlines, caterers and passengers embrace the nutritional science of chrononutrition – essentially the study of diets and circadian rhythms. Characterised by daytime fatigue and alertness at night, jet lag sometimes extends to gastrointestinal issues and is caused by a de-synchronisation or misalignment of our circadian rhythms – including the body’s sleep/ wake cycles – to the new time zone. Basically, our internal body clocks become confused when we cross time zones because external cues, including light, tell our bodies it is a different time to what our body clock thinks it is.

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50 / TAKE YOUR PICK

Allergenfree snacks ANGELIC FREE FROM OAT SQUARES

Looking for tasty snacks that tick free-from boxes? Charlotte Flach details six products from around the world...

Aimed mainly at kids and also delectable for an adult palate, Angelic’s oat squares are free from the 14 top allergens. Made in an allergen-free bakery, the square contains oats and real fruit pieces in a variety of flavours. angelicfreefrom.co.uk

Gummy bears are a crowd pleaser and this version from Yum Earth is made with organic ingredients, The range of flavours includes Pomegranate Pucker, Mango Tango, Perfectly Peach and Strawberry Smash. yumearth.com

JACKSON’S SWEET POTATO CHIPS WITH AVOCADO OIL

PEOPLE’S CHOICE BEEF JERKY Ideal for meat lovers snack is gluten-, soy- and nutfree and has noartificial ingredients. It is made in small batches in the US by a family-owned business that spans more than 90 years. peopleschoicebeefjerky.com

YUM EARTH GUMMY BEARS

Jackson’s chips are made with sweet potato and cooked with heart-friendly avocado oil. They are gluten and dairy-free, non-GMO, without added sugar, kosher and vegan. Flavours include habanero nacho seasoning, farmhouse ranch and spicy jalapeno. jacksonschips.com

HEALTHY CRUNCH GRANOLA BARS Healthy Crunch’s glutenand nut-free probiotic cereal bars have only two grams of sugar a serving. Made in Canada with whole grains, they are high in fibre, vegan and nonGMO. Containing fruits and vegetables they are ideal for guilt-free snacking at any time of day. healthycrunch.com

CREATIVE NATURE CACAO NIBS Made from Peruvian criollo cocao beans, a superfood that is popular as a topping, this treat can also be eaten by itself as an alternative snack to chocolate. creativenaturesuperfoods. co.uk

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Accessible travel / 51

EVERY BODY

Onboard Hospitality is proud of its Travel for Every Body campaign, championing and raising awareness of the importance of accessible travel.

rom accessibility strategies touching multiple touchpoints to singular hospitality services and travel products that prioritise making travel easier for people with disabilities, we want to shine a light on those creating an environment where everyone feels welcome and empowered to travel. We are committed to covering accessibility in every issue of our magazine and have launched an accessibility category in the Onboard Hospitality Awards 2024.

First-hand experience The campaign has been inspired by Julie Baxter, former Editor of Onboard Hospitality magazine, whose life changed when her jetsetting daughter Chloe (pictured) was diagnosed with a brain tumour.

Like many with challenging conditions, Chloe is determined to continue living life to the fullest and has become part of a large and growing market of passengers keen to travel but in need of a little special attention. Julie has used her experiences travelling with Chloe to raise awareness of key issues, including accessibility on airlines, as well as highlighting industry leaders in accessible travel.

Get involved We would love to hear from anyone who has a story to tell and would like to be involved with the Travel for Every Body campaign, be it through highlighting your accessible products and initiatives or sharing personal experiences. Please contact april. waterston@onboardhospitality.co.uk to get involved. Let's make travel more accessible. •

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52 / Accessible IFE

Making inflight entertainment

accessible Stuart Forster reports on an insightful presentation and discussion at the APEX Thought Leadership Conference in Long Beach, California.

aking IFE Accessible to All was one of the content-themed breakout sessions at APEX’s 2023 Thought Leadership Conference. Michael Childers, Chief Consultant – Content and Media Strategy at Lufthansa Systems, hosted the insightful session, which involved a discussion with Ekrem Dimbiloglu, Managing Director of Brand Experience – DeltaStudio and Wi-Fi at Delta Air Lines. Attendees heard that two bills have been put before the United States Congress with the potential to amend regulations relating to accessible inflight entertainment (IFE) on all aircraft flying in and out of the USA.

Senator Edward J. Markey of Massachusetts has introduced legislation to update the 21st Century Communications and Video Accessibility Act (CVAA) of 2010. Senator Robert P. Casey of Pennsylvania has also introduced a bill to improve the accessibility of airline information and entertainment programming provided by air carriers in the USA.

Regulating accessibility The CVAA expanded accessibility into regulations. IFE systems are Internet Protocol television (IPTV) platforms and enforcement authority was given to the Federal Communications Commission (FCC), an independent agency of the United

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Accessible IFE / 53

primarily neutral,” recalled Mr Childers. The States Government. committee established the overarching principle IFE is regulated by two US Government that content is not created for IFE, except for agencies, the Department of Transportation occasional destination content. As original (DOT) as well as the FCC. The DOT has authority content is not created specifically for IFE, airlines over airlines and other forms of transportation are not content creators – so there should be while the FCC has authority over content no responsibility for the airline to create closed providers and requires the provision of closed captions or descriptive audio. captions and audio descriptions. It was agreed that dynamic, user-customisable Since 2006 the DOT has sought solutions for captions would be used, allowing the user to making IFE accessible to passengers who are amend characteristics including the font size, deaf or hearing impaired in the form of closed colour and background on seatback video captioning describing sounds and dialogue and on-demand systems. descriptive audio for visually Internet Media Subtitles impaired travellers. In May and Captions (IMSC) was 2016 the DOT took the codified as the captioning negotiated rulemaking, also Since 2006 the DOT specification. Timelines known as reg-neg, approach has sought solutions for the introduction of the to defining regulations for making IFE captioning were agreed but mutually acceptable to the accessible to passengers the incoming administration involved stakeholders. of 2016 would not allow Attendees heard that it, despite the agreements frame- rather than objectreached between representatives of the airline based file formats used before the introduction industry and the disability community. of the MPEG-4 codec were incapable of supporting true closed captions. In 2014, APEX headed off closed caption regulations proposed Looking ahead by Senator Tom Harkin of Iowa, the author Mr Childers said that industry experts anticipate of the Americans with Disabilities Act (ADA), that both of the pending bills will be passed. because “they would have imposed untenable Passing both simultaneously would allow the requirements on airlines.” DOT to take what was previously agreed and turn that into legislation. Mr Dimbiloglu informed attendees that Delta Reaching workable agreements has a disabilities advisory board which has Mr Childers was named as a co-chair of the played a role in forming the airline's strategy – Access Advisory Committee’s IFE working which includes providing closed captioning on group and designated a subject matter expert. all content in 2023: “We've been working with The Access Advisory Committee included the our studio partners to make sure that the new advocacy community, including the National content we receive has closed captioning and Association of the Deaf, the American Council where it doesn't the onus is on us to make sure of the Blind and the National Federation of we close that gap in every single piece.” the Blind. It also had representatives from the As many people now choose to watch movies Motion Picture Association of America, National and TV shows with closed captioning, he also Center for Accessible Media, International Air regards its provision as a general customer Transport Association, a flight attendants’ union, experience enhancement. airlines and aircraft constructors. Pushing passenger announcements via “For the most part, all members of the Access seatback screens, possibly including direct Advisory Committee either participated as translations into multiple languages, is also an an industry or advocacy representative even area which is being addressed. • though subject matter experts like NCAM are onboardhospitality.com

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54 / In conversation

We always said connectivity is a proxy for entertainment Don Buchman, Vice President of Commercial Mobility at Viasat, discusses recent developments and looks at the possibilities ahead…

e've had a two-pronged approach to global expansion. ViaSat-3 was our global launch and then there was the acquisition of Inmarsat. I think that signing up two airlines, Korean Air and Malaysia Airlines, is validation that the strategy's working. When we burst onto the scene, almost 10 years ago now, I think everyone thought data was slow and expensive. So all of the operational things to do with seatback and anything associated with that, most people thought 'we can't use data' because it's too expensive – rightly so at the time.

The art of the possible We've been pushing forward the art of the possible. Now we're seeing a lot of our customers want to run an app that allows the seatback to come alive on the internet and we've been enabling that. That's probably one of the big exciting

things we'll see come out over next year – we'll be able to see more and more internet-enabled seatbacks. The next blurring of entertainment and connectivity is going to be in a seatback. We always said connectivity is a proxy for entertainment and entertainment is a proxy for connectivity. We always saw those two worlds merging and that's really exciting.

Predictive cabin maintenance In terms of predictive cabin maintenance, we started from the inside out. We've taken our equipment that's in a cabin – the antenna – and instrumented it up. We've been able to do predictive maintenance on that and work with our airline partners to give them data. Basically that says when a part is going to start failing – maybe in one week or two weeks. So instead of having an aircraft on the ground, airlines can

schedule to fix it through an overnight and get the part fixed before it breaks. That's the thing that we're trying to perfect and bring that data to airlines, then bring those algorithms and get the data integrated so we can do predictive maintenance across the whole cabin. We're taking the instrumentation and processing date through our machine learning algorithms and working on that. Taking all that data, over time, you build up a really good learning model that'll give you really high confidence in the predictions. We want all the equipment to work all the time, no matter what it is. Airlines want to keep their aircraft going – they're only making money when flying. We want to give the tools to the airline and their crew that gives them visibility and understanding of problems. We're trying to put everything in to make sure everything's reliable – I'm really proud of our product line. viasat.com •

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FOCUS ON / 55

Fans are the winners After enjoying coverage of live NBA basketball during a flight to Los Angeles, Stuart Forster looks at sports as inflight entertainment...

o sports fan likes to miss the action when their favourite team or player competes. With live transmissions now available aboard aircraft and ships, that no longer has to happen because people are travelling. Anecdotal evidence suggests that passengers are purposefully making bookings so they can view live sports. And with the forthcoming Paris 2024 Summer Olympics and Germany hosting the UEFA Euro 2024 football tournament, the coming months offer more than the typical annual cycle of must-watch events.

Going to new levels Air New Zealand introduced Sport 24 ahead of the 2023 Rugby World Cup meaning All Blacks fans could view games. Approximately 90% of passengers watched New Zealand’s opening game, bonding thanks to a stadium-in-the-sky-style vibe. Established by IMG, to offer live sport to the international market, Sport 24 is delivered via Panasonic. The Sport 24 Extra channel offers an additional choice at peak times, broadcasting approximately 150 hours a month.

DIRECTV has seen its business aboard US-based commercial carriers grow approximately 300% over the past six years. “It's a strategically important vertical for the DIRECTV enterprise and we look forward to expanding internationally at some point,” says Vincent Caruolo, the company’s Senior Strategic Business Development Manager.

Sporting choices “Live sports is what's the most important thing about DIRECTV. We are the worldwide leader in sports content. Whether it's the NBA, NHL, the MLB, NFL, Super Bowl, World Cup, Wimbledon, the Masters, cricket, the Olympics in Paris, you can watch all of that content on the channels that we provide,” he adds, explaining that strategic inflight connectivity partners – including Viasat – operate the satellite network that facilitates the

coverage of live events. “What differentiates an airline content offering from another?” asks Caruolo rhetorically. “It's the channels that they carry, it's the sports that they show. We like to engage, entertain and educate when you are having a DIRECTV experience at 30,000 feet. We want to bring the experience of your living room to the sky and that starts with live TV.” Beyond sporting events, live television coverage enables people to stay abreast of news while travelling. The US presidential election looks set to boost interest in current affairs during 2024. As more bandwidth becomes available, it looks likely that today’s linear choices – selected on behalf of passengers – will evolve into an overthe-top (OTT) media service offering a broader choice of live events to travelling sports fans.•

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56 / AIRPORTS AND AIRLINES

The race for retail Julie Baxter asks if airports and airlines investing in retail technology, and the opportunities it brings, are missing a trick by failing to collaborate…

ravel retail is on the up as both airports and airlines race to roll out tech innovations to meet passenger expectations that food, beverage and retail will be offered digitally. Enhanced platforms have been launched to improve the passenger experience and build ancillary sales but airlines and airports are in the strange position of collaborating on huge parts of the passenger’s journey, while at the same time competing for the same passenger’s retail spend. Early access to the passengers’ data clearly gives airlines an advantage but airports have real estate – eons of space – much better suited to the presentation and storage of retail product

than an aircraft. It provides opportunities to supply many more services too. Among those seeing the benefits of tech innovation is Fraport, owner of Germany's largest airport, which works with Omnevo for an omnichannel e-commerce solution at Frankfurt Airport. Their cloud-based digital airport marketplace proved its value by generating digital sales during the COVID shut down. More recently, Zurich Airport also began working with Omnevo to launch ZRH Comfort, an e-commerce transformation programme designed to build direct-to-customer business. Enhanced e-commerce offerings are being used as the first step towards a unified digital

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AIRPORTS AND AIRLINES

experience, connecting passengers to an array of services while adding personalisation and efficiency at every touchpoint.

/ 57

advanced retailer in the aviation industry”.

Unifying cabin services

The agreement integrates their technologies and expertise to digitally unify all cabin services including crew applications, payment solutions, This initiative represents a step change in airport in-seat ordering and back office functions. e-commerce. If such platforms sell to passengers Passengers can pre-order meals and retail on the ground, what happens to inflight retail? products, work, socialise or access entertainment Omnevo believes airlines still have huge through the system. It brings dynamic pricing, opportunities. It recently launched digital real-time inventory tracking and integrated data platforms for Fly Arna and Fly Jinnah, and analysis tools to inflight retail and e-commerce has ongoing projects with Singapore Airlines, development can follow. The launch partner was Sky Express and Virgin Atlantic along with rail Air Europa with TAP Air Portugal next. clients Eurostar and Thalys. The tech facilitates Fernando Guinea, rail service providers like Managing Director of Momentum and Railrest gateretail, says: "This and airline caterers such as dnata. Omnevo further Collaboration will surely partnership takes our inflight retail solutions collaborates the Retail come but it is a hard to the next level and inMotion (RiM) for easyJet path to walk as the helps drive an integrated – providing an e-commerce commercials remain key solution for airlines. It and pre-ordering solution provides a comprehensive, while RiM provides the seamless and engaging retail and entertainment inflight retail offer onboard. experience that also drives incremental revenue." Paul Bilham, Omnevo’s VP of Sales, says: Tourvest’s, Michelle Green, Director Business “The appetite for retail is there. Collaboration is Development – Strategy and Innovation, sees underway between suppliers and airlines and potential for airline and airport partnerships: airports know they have to make their moves, “Collaboration will surely come but it is a hard but the challenge is they are not really retailers, path to walk as the commercials remain key. they are not used to selling goods and services Everyone is nervous about handing over a share digitally [except their core products] so it is a of the pie and there is something of a race learning process. They want the extra spend but it is hard to move fast because there are so many between airports and airlines to capture the retail opportunities. I strongly believe we are stakeholders and many conflicting interests. always better together so we are not afraid to try Ultimately, it will be putting the passenger and walk this path.” first that reaps the best retail results but the Having developed a model that could enable obstacles to collaboration are all in the details.” airports and airlines to work together to mutual Elsewhere, gategroup and Immfly Group have benefit, doors appear to be opening for both signed ‘a disruptive strategic alliance’ which they parties in a market set to become even bigger.• claim makes them “the most technologically-

A change in retail

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58 / FTE APEX Asia Expo

Event Review: Singapore's co-located shows Co-located at Singapore’s Sands Expo and Convention Centre, the 2023 editions of the FTE APEX Asia Expo and Onboard Hospitality Forum - Asia were held on November 8-9. The event, whose 2023 theme was Preparing for Tomorrow’s World, is recognised as Asia’s biggest free-toattend passenger experience and business performance expo. In total, 86 exhibitors met with attendees in an exhibition hall featuring a dedicated Startup Zone for innovative new companies and the Onboard Hospitality Forum – Asia's Buyers’ Lounge. Additionally, 21 conference sessions were hosted across the two stages. Those on the Expo Stage were accessible to all attendees while access to the Premium Conference Stage was restricted exclusively to Premium Conference pass holders.

Conference sessions Attendees could listen to expert points of view shared during presentations, panel discussions and tech briefings. Technological developments relating to airlines and airports, sustainability, selfservice and biometric developments plus baggage handling were highlighted. Onboard Hospitality magazine’s Editor, Stuart Forster, hosted three sessions – one as part of the sustainability symposium. The Future of Inflight Service and F&B at 35,000 Feet included input from Steve Harvey, on Clinova’s oral rehydration solution, Foodcase International’s Duncan de Boer and Jennifer Green from Procurall Solutions. The latter returned to the stage for Inflight Innovation – Case Studies, which also featured presentations by Simon Yaffe of Buzz Products and NOVELPAY’s Co-founder Jean Paul Hildebrandt. De Boer commented: “The 2023 Onboard

Hospitality Forum-Asia was a unique experience to share and gain insights with other industry leaders and for us to get a message across to participants about our vision on the future of food and beverages at 35,000 feet…The Future Travel Experience in Singapore was an excellent and unique opportunity to reconnect with clients and colleagues and meet new ones as well.”

Onboard Hospitality Forum – Asia Neil Bowker, Sales Manager at Linstol, expressed a similar sentiment: “The event was a great success, characterised by positive, productive outcomes. We had valuable meetings with airline decisionmakers and an excellent chance to display our exceptional products and booth, receiving abundant positive feedback from our clients, new prospects and fellow suppliers—an affirmation in its own right.” Cornelia Talmazan, Business Manager at first-time exhibitor MYDRAP, said she enjoyed the show: “The organisers provided substantial assistance with stand construction and with various other aspects,

BE PART OF THIS EVENT IN 2024: craig.mcquinn@onboardhospitality.com

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DID YOU KNOW which was highly appreciated. In terms of clients, we had the pleasure of meeting specific clients form the Asian region and showcasing our products to them. Although the number of visits was limited, they were of high quality…the small scale of the event facilitated meaningful interactions with industry peers, an opportunity often unavailable at larger events.” Aeroservey Executive Director Dylen Chen concurred, stating: “It was great for making connections with industry leaders, understanding current trends and gaining valuable insights into the industry's future. Additionally, it provided a favourable environment for exploring collaborations, encouraging partnerships and fostering mutual growth.” Frank Lau, Account Manager at Do Food, found using the FTE app useful as a way of gaining an overview of visitors. He travelled to Singapore from Thailand and said, “it was a good central location convenient for visitors from Asia.” For Craig McQuinn, the Onboard Hospitality Forum-Asia Event Director, the feedback signals success: “Proof is always in the pudding with trade shows, the level of

quality meetings was impressive and is testament to those 2023 exhibitors who have already reserved their space for 2024 and those who are currently deciding on their booth position.” Likewise, Ryan Ghee, COO at Future Travel Experience, expressed satisfaction: “Seeing the industry come together en masse from across Asia-Pacific and further afield was certainly a highlight of this year’s FTE APEX Asia Expo. Nothing can beat face-to-face engagement and it was incredibly fulfilling to see so many stakeholders from across the industry – airlines, airports, OEMs, vendors, startups and more – exploring opportunities to collaborate in the exhibition hall, learning from one another in the conferences, and building relationships during the networking events.” “We’re delighted that the event was so well received and we’re now focused on making sure that next year’s edition is even bigger and better,” he added. FTE APEX Asia Expo and Onboard Hospitality Forum – Asia will return to Sands Expo and Convention Centre on November 19-20 2024 and plans are afoot to double the show's size for the 2025 event.

Attendance A total of 1,503 people were present over the two days, a 14% increase on 2022. That included 215 attendees from 51 airlines and 210 from 31 airports. ----------The venue Part of the Marina Bay Sands complex, the Sands Expo and Conference Centre stands inside a complex that also hosts a luxury shopping mall, an upscale hotel, a casino and Singapore's ArtScience Museum. ----------Planning ahead Keen to take to the stage or attend in 2024? If you've got a topic for discussion or want to book a stand, get in touch with one of our team.

BE PART OF THIS EVENT IN 2024: craig.mcquinn@onboardhospitality.com

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APEX/IFSA Global EXPO The 2023 APEX/IFSA Global EXPO was held from September 19-21 at Long Beach Convention and Entertainment Center. For the first time, the International Flight Services Association (IFSA), Airline Passenger Experience Association (APEX) and Future Travel Experience (FTE) events were co-located. Representatives of more than 80 airlines and airports participated in the trade show. Attracting almost 3,000 attendees, the largest number since the pandemic, it featured two days of meetings on the show floors plus presentations and interactive events at the IFSA Innovation Pavilion. Airline CEOs, including Ted Christie of Spirit Airlines and EL AL’s Dina Ben Tal Ganancia, spoke at the Thought Leadership Conference. Held on the show’s third and final day, it featured Connectivity, Content and Customer themed breakout sessions. Prior to that, APEX and IFSA members had opportunities to connect and network informally at opening receptions. Suppliers were listed on the event app, which provided possibilities to connect and do business with attendees at the APEX/IFSA Global EXPO. Lauren Costello, Executive Director of APEX, revealed, “The APEX and IFSA boards and staff teams are continuously gathering attendee comments and evaluating how to incorporate that feedback into a more valuable, can’t-miss event. A significant change to the 2024 Global EXPO is that the showfloor will be open for 2.5 days, as compared to two days in 2023.” One notable change for 2024 is that all of the content will be conducted on the showfloor, with the exception of the show's keynote addresses. The APEX/IFSA Global EXPO will return to Long Beach Convention and Entertainment Center on October 28-30 2024. apex.aero / ifsa.apex.aero

A returning exhibitor's view of the show “We sensed a heightened commitment industry-wide toward sustainability, aligning seamlessly with Procurall’s ethos. The event showcased a remarkable shift, with an increased focus on ecodesign and responsible product development and manufacturing," commented Jennifer Green, President and Co-Founder Procurall Solutions

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A first-time exhibitor's view First-time exhibitors included That's it Nutrition, whose Founder and CEO, Dr Lior Lewensztain, said, "Our Mini Mango Fruit Bars have been on United Airlines domestic flights since last April, so we wanted to have a presence at APEX/IFSA Global EXPO this year to meet our partners as well as learn more about the community. The show was full of energy and it was great to see some of our friends from likeminded brands."

Positive dynamics

"The expo was an essential opportunity for us to meet leading executives in airline industry procurement as we expand in the travel space,” commented Dave Cynkin, Chief Amazement Officer at Quantum Energy Squares, based in Santa Monica.

“We created a unique offering that brought all elements of the passenger journey under one roof in North America for this first time,” commented the FTE Founder Daniel Coleman, drawing a comparison with the globally significant technology show, CES.

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In review: TickEat TickEat 2023 took place on October 25-26 in Milton Keynes, England. On the first day participants were invited to a networking dinner, featuring a hospitality industry quiz, at Stadium MK. The following day TickEat featured a travel conference and an event to connect suppliers and buyers in the Marshall Arena. Almost 1,000 meetings were held during the Meet The Buyers event, which gave more than 50 companies access to 30 travel industry buyers. Suppliers were offered complimentary one-hour one-to-one guidance sessions to prepare for their meetings. Founder Heerum Fleary described TickEat as, “a must attend event for food and drink brands who wish to break onto airlines, trains and ferries.” “We do not showcase more than two of the same category of suppliers, so each one has the full attention of buyers. For the buyers, TickEat handpicks the most relevant brands for travel – right down to the pack sizes and pricing, ensuring the products will work,” she explained.

DID YOU KNOW

Supplier perspectives Harry Turpin, Founder of The Savourists, said that TickEat, “did a wonderful job at bringing together key industry decision makers and influential leaders within the travel and hospitality sector… what I found particularly special was the perfect balance of brands and buyers.” Echoing that, Rhian Caffull, Founder of Veg Life, described TickEat as “a brilliant event to meet buyers in a relaxed setting.”

Meanwhile, Mezza Brands’ Founder, Gary Mesiano, noted the presence of “key decision makers from some very big players in the sector.” That led to “valuable conversations and meetings" for Daniel Hulme of On Air Dining, who rated the event as “refreshingly different”. “I genuinely enjoyed it and gained real value from the experience," commented the Barcelona-based CEO.

more views on TickEAT…

“The event provided some very insightful knowledge into who’s who and the possible routes to market. We enjoyed speaking to and listening to buyers and suppliers about the opportunities and challenges of supplying into

this industry,” said Steven O’Connor, Senior Business Growth Manager at Delamere Dairy. Kamran Moslehi, Operation Director at Novel Foods, was among the industry experts speaking at TickEat’s Travel

Conference. “The experience for new suppliers included learning from existing suppliers and hearing firsthand from travel operators and suppliers,” he said of the reasons why participating was potentially rewarding.

TickEAT Following a career in airline catering, Heerum Fleary established TickEat in 2015 to be a strategic partners for food and drink brands looking to place their products in the hospitality, leisure and travel industries. ----------Marshall ARENA Marshall Arena was opened in 2024 and has 3,420 square metres of event space. It is part of Stadium MK. ----------TickEat 2024 Planning of the next edition of TickEat is already underway. The 2024 event will be held on October 16-17, again at the Marshall Arena in Milton Keynes. ----------TickEat.co.uk

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COMMENTS “This has proved to be an important and useful networking event and I feel very much part of the APOT family.” Bert DinkEL Vietnam Airline Caterers

APOT Networking Event The Asia Pacific Onboard Travel (APOT) 2023 Networking Event took place from November 25 - 28 at Furama Resort in Danang, Vietnam. Jeremy Clark, APOT CEO, said: “We try to be inclusive across the whole Asia-Pacific region. This year we chose Vietnam, where we have received wonderful support from our sponsors and in particular the Soveco Group, Vietnam Airlines, Danang Tourism, Taste Vietnam and CATRION, among others.”

Networking differently This relaxed gathering's slogan is We do networking differently. Activities included a networking trip to the Ba Na Hills, a Hoi An city tour and a cruise on the Poseidon along the Han River. Two expert chefs provided an insightful sugar pulling demonstration, creating decorative lobster shapes.

The CATRION International Airline Food Competition was designed to encourage people into the industry. Five young chefs had four hours to create three-course meals suitable for airlines. The participants presented their meals to a panel of 10 chefs – chaired by Thomas Gugler, President of the World Association of Chefs Societies – who discussed, tasted and marked each entry. Winner Doi Thi Ngoc Diep of CitySmart Hotel Management International Institute was presented with Vietjet flight tickets.

Planning for 2024 Planning for the APOT Networking Event in 2024 is currently underway. Keerthi 'Happy' Hapugesdeniya, APOT Founder, concluded: “It is great to be amongst friends again and we look forward to meeting up again in 2024 in Japan or China.” •

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Leaping ahead in Los Angeles February 29 rarely features among days for doing business but it happens to be one of the two days planned for first APEX Tech gathering of 2024. Industry leaders will meet less than a mile from LAX, at the Sheraton Gateway Los Angeles Hotel, to explore topics including inflight connectivity; data capture and intelligence; media content and the supply chain as well as ancilliary and passenger experience use cases. Attendees will discuss the technologies that play a key role in driving the aviation industry forward along with passenger and airline use cases supported and enabled by such technology. On the first day, panel discussions will examine topics such as how Low Earth Orbit (LEO) and Geostationary Equatorial Orbit (GEO) satellites complement each other relating to inflight connectivity as well as commercial aspects of next generation inflight connectivity services.

What: APEX Tech Where: LA When: February 28-29, 2024

On Day Two the panel sessions will include discussions around the roles of smart metadata in the content delivery supply chain and edge caching in the integration of inflight entertainment and connectivity in addition to afternoon workshops. tech.apex.aero

Italy event

Shaping up

Genoa's waterfront Jean Nouvel Paviliion is set to host interactive workshops, networking events and CLIA's first Innovation Expo as part of the fourday CLIA Cruise Week Europe event. Representatives of brands – including companies in the hospitality, design and interiors plus supply chain sectors – will have chances to connect with cruise industry decision-makers. cliacruiseweek.com

The 2024 World Passenger Festival will focus on sustainable mobility and the roles of technology and innovation in shaping transport experiences. Across two days and eight conference tracks – including ancilliary revenue, customer experience and sustainability – 250 leaders and innovators speakers will share their insights and visions. terrapin.com/WPF2024/OBH

What: CLIA Cruise Week Europe Where: Genoa When: March 11-14 2024

What: World Passenger Festival Where: Vienna When: June 25-26, 2024

CALENDAR FebRUARY 20-22 International Railway Summit Paris, France irits.org ------February 28 March 1 MENA Transport Congress and Exhibition Dubai, UAE menatransport.com ------March 5-6 Clean Aviation Annual Forum Brussels, Belgium clean-aviation.eu ------MAY 13-16 Shippax Ferry Conference On the Baltic Queen Sailing between Stockholm, Sweden and Tallinn, Estonia shippaxferry conference.com

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Find out more at:

worldtravelcateringexpo.com/obhadv

Co-Located with:

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In association with:

Built by:

30/11/2023 14:45

FORMIA introduces certified carbon neutral amenity kits for

First Class Business Class

Extra Comfort

The carbon neutral collection includes a bag made with recycled plastic canvas, a bamboo toothbrush, and travel essentials made from post-consumer recycled plastic. Consciously designed to offer a more sustainable and meaningful travel experience for Hawaiian Airlines passengers.

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