OCTOBER/ NOVEMBER 2021 ISSUE 87
ange h c o t it omm ecovery c o t r Time uild a ur planet, b d n a o tects prof its o r p t tha e and peopl
SUSTAINABILITY GETS PERSONAL NEW CATERING MODELS ALLERGEN AWARENESS OUR 2021 AWARD WINNERS
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Inside this issue... Features
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18 Sustainability: Are you doing enough? 28 Catering: New concepts post-pandemic 34 Think twice: Fruit waste 36 Next-Gen Forum:
41
Meet the members
Quick reads
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14 IFSA-APEX Expo: Show preview 16 In debate: Natasha's Law 21
How to... Build in sustainability
23 Focus on: Classy coffee 25 In conversation: Petra Hissink
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36
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26 In conversation: Matt Crane 27 How to... Choose sustainable uniforms
Awards 41 Discover our 2021 winners 42 Industry Champions 43 Category winners 48 Cabin Concept of the Year
Regulars 07 Industry update 38 Global Perspective
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Today, served by Sola For almost 100 years we design and supply our cutlery according to the needs of our customers. We always keep a close eye on the needs of today. And we continuously develop new ideas for any class and service. With our new identity we strive to provide solutions to your requirements anywhere around the globe. Introducing the new sola-cutlery.com
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WELCOME / 5
EDITORIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com
Time to get busy...
ASSISTANT EDITOR April Waterston april.waterston@onboardhospitality.com
I
write this fresh from my early morning dog walk. It's a cold, bright autumnal day but most notable for me is that above my house there are no less than six determined condensation trails. Aviation is restarting and today I have the evidence of my own eyes!
CONTRIBUTING EDITORS Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com), Bev Fearis & Jessica Pook EDITORIAL DIRECTOR Steve Hartridge
PUBLISHER Sue Williams sue.williams@onboardhospitality.com
Our industry is suddenly busy again. Phones are ringing, product briefs are circulating, kitchens are reopening and even in-person meetings are back with airlines gathering now for IFSA/APEX and FTE Global in the U.S. There is a twitch of optimism returning to the travel sector and some quiet excitement that the industry appears to have changed, and changed for the better. Operational barriers are falling and collaboration is increasing. A new focus on ancillary revenues is building momentum for technological innovations to support onboard retail, pre-order and load management. These changes also have the power to support a more sustainable industry, one we can all be environmentally proud of. In the UK, we have just hosted COP26 where pressure for change is mounting. There have been some horror stories and some heartening ones but as you hunt down solutions and navigate your route to net zero perhaps David Attenborough provides the most positve of reminders: "We are the greatest problem solvers to have ever existed on earth." It's time to get busy. There are problems to solve.
ASSOCIATE PUBLISHER Craig McQuinn craig.mcquinn@onboardhospitality.com
DESIGN & PRODUCTION DESIGNERS Caitlan Francis & Emma Norton PRODUCTION & STUDIO MANAGER Clare Hunter PRODUCTION ADMINISTRATOR Steve Hunter
Julie Baxter EDITOR Onboard Hospitality
BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady SUBSCRIPTIONS Kay Fisher subscriptions@bmipublishing.co.uk (PRINT) ISSN 2046-2042. ©BMI PUBLISHING LTD 2020. 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/MYKYTA DOLMATOV Regularly read in over 70 countries worldwide and mailed to our 23,000+ international database. Read this magazine in digital form, share it virtually or subscribe. If you are looking for a supplier or caterer, check out onboardhospitality.com/finder
Forward to recovery...
Get yourself connected online @OBHMagazine �Onboard Hospitality at linkedin.com onboardhospitality.com
ALL OF A TWITTER
RECOGNISING EXCELLENCE, RESILIENCE AND INNOVATION IN AIR, RAIL, CRUISE AND FERRIES
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We aim to help you connect in the virtual world, too. Follow us on Twitter, Linkedin and Instagram. Use #onboard and #OBHAwards to follow the conversation.
CONGRATULATIONS!
Check out all our 2021 Onboard Hospitality Award winners on pages 41-51. Congratulations to them all! Next year's entries open January 1, 2022. Contact: Sue Williams
TECH TALK
Be a part of our next issue of Onboard Tech Innovation. We're seeking news, views and product development from the digital onboard world. Contact: April Waterston
IFSA/APEX
We're excited the industry is coming together once again at IFSA/APEX Expo later this month. Keep an eye on our website for all the latest updates. Read our show preview on pages 14-15
GET ONBOARD NOW!
Our Get Onboard Now! campaign supports the people, products and services driving recovery, and to provide a platform for leadership and debate as we all navigate the new environment. Contact: Julie Baxter
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industry update / 7 Top stories from across the industry
industry
update
Top stories from across the industry
On track
ÖBB and Newrest extended partnership for the next eight years
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Luxury kits
FORMIA launches new kits as part of Emirates' Bvlgari collaboration
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Drink up
Delta highlights female- and blackowned drinks companies onboard
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Reduce waste now
The International Aviation Waste Management Association partners for change onboardhospitality.com
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GLOBAL EXPERTISE CONNECTED ENVIRONMENTAL
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industry update / 9 Top stories from across the industry
IAWMA partners with SAE The International Aviation Waste Management Association (IAWMA) and SAE International have signed a memorandum of understanding to develop standards for products, processes, and services in global aviation, airports, and flight kitchens. The organisations will work to lay the foundation for the industry’s future needs, to help meet increased demands for sustainability, and accelerate the adoption of the circular economy on an international scale. “The partnership between SAE and the IAWMA provides a strong platform for collaboration between our organisations, bringing greater value to the broader aviation community,” said David Alexander, director of Aerospace Standards at SAE. sae.org; iawma.org
Aviation leaders form new climate taskforce, ACT Cathay Pacific, KLM, Delta Air Lines, Virgin Atlantic are amongst founding members of the Aviation Climate Taskforce (ACT), a new non-profit organisation created in partnership with Boston Consulting Group. As the aviation sector focuses on decarbonisation, a portfolio of solutions will be required to reach net zero by 2050 and to scale up sustainable aviation fuels (SAF) to meet a 10% SAF target by 2030. ACT aims to stimulate innovation in the next generation of technologies, principally focussed on critical medium-term solutions, such as synthetic fuel and direct air capture. aviationclimatetaskforce.com
Malton moves Malton Inflight’s UK office has re-located to the iconic Beehive building at London Gatwick airport. Built in 1936, “The Beehive” was the original passenger terminal building at Gatwick. It is now a Grade II listed building and still retains many of its original features. maltoninflight.com
LSG Group recovers LSG Group has seen recovery in the third quarter of 2021 compared to 2020, with signs of a significant recovery during the summer months. The company’s revenue increased by 88% in July, August and September compared to the same period last year. lsg-group.com
Expert consulting Industry experts at the Future Travel Experience have launched a new consultancy designed to support broad industry development goals and provide expert help to individual organisations looking to overcome specific challenges. futuretravelexperience.com
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10 / industry update Top stories from across the industry
deSter commits to climate action
Newrest extends ÖBB partnership
deSter has become a signatory of the Glasgow Declaration on Climate Action in Tourism, officially launched at COP26 in November 2021. As a signatory, deSter has committed to aligning its actions with the latest scientific recommendations, so as to ensure its approach remains consistent with a rise of no more than 1.5°C above pre-industrial levels by 2100. It has also agreed to deliver or update climate action plans within 12 months, align plans with the five pathways of the Declaration (Measure, Decarbonise, Regenerate, Collaborate, Finance), report publicly on an annual basis, and work in a collaborative spirit, sharing good practices and solutions, and disseminating information. dester.com
Committed to constantly improve the services offered to Nightjet passengers since 2010, ÖBB and Newrest have extended their partnership for the next eight years. The French caterer will continue to develop integrated services for Austrian night trains with the ambition to continuously enhance the consumer experience and reduce its environmental impact. According to Olivier Sadran, co-chairman and founder of Newrest: “Our collaboration with ÖBB is now entering a fascinating era. Over the next eight years, we will be introducing several innovations to make Nightjet services even more attractive to passengers." ÖBB, the market leader in Europe’s night train business, will soon open new routes. newrest.eu
UK prime minister attacks aviation's ambitions at COP26 UK prime minister Boris Johnson has slated aviation’s sustainability ambitions as ‘pathetic’ and called on the sector to do more. Speaking at the global summit on climate change, COP26, Johnson said: “The current industry target is to get to 10% sustainable aviation fuel for the whole world by 2030. How pathetic is that, we can do better." He said he was shortly due to fly on an aircraft powered by 35% sustainable aviation fuel and that he and Bill Gates, had agreed to jointly spend £400 million trying to solve the problems of low carbon aviation, seeking, he said: “zero, guilt-free aviation’ and concluding: “We have to fix it.” ukcop26.org onboardhospitality.com
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industry update / 11 Top stories from across the industry
SIA partners for wellness Singapore Airlines (SIA) has partnered with health and wellness retreat Golden Door to develop a range of menus, exercise and stretching programmes for its passengers. The first menus and wellness content will be available on flight SQ37, the direct service from Los Angeles to Singapore, in January 2022. Yeoh Phee Teik, svp customer experience, SIA, said: “Our long-standing commitment to wellness has led us to work with Golden Door’s highlyspecialised expertise, and create new options for health-oriented dining, exercise, and strategies for better sleep on long flights. Now, more than ever, our customers are focused on maximising wellness in every aspect of their lives.” singaporeair.com
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12 / industry update Top stories from across the industry
Finnair serves up refreshed dining Finnair has introduced a refreshed food and drink service onboard all flights, designed with simplicity and sustainability at heart. On intercontinental flights, Business customers are now served a small amuse bouche and a starter, followed by a main meal, dessert and cheese. Long-haul Business travellers can also opt for oat milk, as the airline’s new dairy-free alternative.They have a choice of three main course options – the Benella rainbow trout, a Japanese inspired chicken dish or a plant-based option which celebrates the tastes of India. Business travellers also receive a lighter second service, snacks and refreshments – along with a beverage and wine selection. finnair.com
New Bvlgari kits from FORMIA FORMIA has launched its latest amenities concepts as part of longstanding partnership between Emirates’ and Bvlgari. The collection presents eight kits for male and female passengers travelling First and Business. Each bag is embossed with the Bvlgari logo, has a Bvlgari-branded inner lining and outer colour palettes that aim to complement the Bvlgari fragrance found inside. Each First kit contains a 30ml bottle from the BVLGARI LE GEMME fragrance collection, designed to represent a ‘sensory journey’ from West to East in search of the rarest precious gems of nature. The female-oriented First kit features the ‘RUBINA’ fragrance, whilst the male kit includes ‘TYGAR’. Both First kits are made from a black faux leather with a red or tan trim. formia.com
Greenpeace campaigns for domestic flight ban One third of the busiest short-haul flights in Europe have train alternatives under six hours, according to research by OBC Transeuropa (OBCT), commissioned by Greenpeace EU. Greenpeace has been campaigning for the EU to ban short-haul flights where there is a train alternative under six hours and adopt measures to make daytime and night train alternatives across Europe more accessible. It calculated that just banning the EU’s busiest short-haul flights and shifting to rail wherever a train connection under six hours already exists would save 3.5 million tons of CO2e (CO2 equivalent) per year. greenpeace.org onboardhospitality.com
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industry update / 13 Top stories from across the industry
New drinks on Delta Delta Air Lines passengers can now choose from a seasonally-inspired beverage line-up that spotlights the first U.S. black-owned distillery, Du Nord Social Spirits, and Une Femme’s 100% women-made wine. “Working with suppliers who not only provide us with the best products but also help us offer products that are made by people who reflect the communities we serve is a meaningful demonstration of our core values at work,” said Mike Henny, Delta’s managing director – onboard service operations. Other products will bring seasonal flavours onboard, like Breckenridge Brewery’s Cookie Porter Beer and WhistlePig’s Orange Fashioned Cocktail Kit. delta.com
Putting global food and beverage solutions on board for 30 years
Putting global food and beverage solutions on board for 30 years
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AMI Ad 2020
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30 YEARS
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Global Solutions Global Solutions 05/11/2021 11:03
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14 / SHOW preview: IFSA-APEX Expo
IFSA EXHIBITOR HIGHLIGHTS Amenities supplier FORMIA will be showcasing its sustainable product range Intervine will share its beverage expertise and range Malton Inflight will spotlight its serviceware, comfort items and hygeine products Buzz will attend with its amenities & textiles range AirlineMporium will showcase new snacks from its various suppliers Amongst its service and comfort items, RMT Global Partners has developed a new range of polycarbonate glassware Sola The Netherlands will be on hand to share its latest innovations in onboard cutlery
dFMI will showcase new products from its suppliers, including Amazin' Raisin, BobbySue's Nuts, la Colombe, Revolution Foods, St Michel, Novel Foods and more Global Inflight Products will highlight customised concepts and quality products APEX exhibitors will be previewed in our upcoming issue of Onboard Tech Innovation
California calls As the industry comes together in Long Beach, we preview the first IFSA-APEX Expo since October 2019
T
he International Flight Services Association (IFSA) and the Airline Passenger Experience Association (APEX) Expo will return to California later this month for the first in-person show our industry has seen since COVID-19 took hold. “It feels incredible to be hosting the show again,” said IFSA/APEX CEO, Dr Joe Leader. “As we just had the doors of the United States reopen for the first time in over 600 days to over 30 countries, the timing of IFSA-APEX Expo will be incredible." For three days (November 30 – December 2 2021), the Long Beach Convention Centre will open its
doors to suppliers and buyers alike for networking, insightful conference sessions and a chance to preview the new products evolved during the past 20 months. The event is slated to be wellattended. “We're seeing incredible resilience in the number of airlines attending in particular and we're very appreciative to bring our world back together again," Leader added.
Sustainability, safety, service Following feedback from previous attendees, the show has been condensed into three days. The first day will focus on a lively conference
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SHOW preview: IFSA-APEX Expo / 15 schedule, with the following two days opening up to the exhibition. The conference agenda aims to bring the industry together to look beyond COVID-19, with sustainability, safety and service at the forefront of discussions. Sessions are scheduled to discuss pertinent topics such as Health & Safety: Preparing for the winter of COVID and beyond. Moderated by SimpliFlying founder and CEO Shashank Nigam, this session will explore how the aviation industry is recovering from the pandemic and is preparing for the coming winter and beyond. Panellists include Clinical Medicine Monica Gandhi MD, MPH; neuroscientist Dr Stathis Kefallonitis, and WestJet chief medical officer Dr Tammy McKnight. The Creating Genuine Airline Environmental Sustainability session
will see Airbus head of cabin market insights Stefan List, Plug and Play MD Amir Amidi, Silverdraft CEO Amy Gilea and JSX CEO and LATAM Director Alex Wilcox come together to discuss how airlines are reducing weight, embracing sustainable aviation fuel, cutting singleuse plastics and more.
Other sessions include Technology & Content: The Networks, and keynote addresses from airline CEOs Scott Kirby (United Airlines), Shai Weiss (Virgin Atlantic), Michael Rousseau (Air Canada) & Ed Bastian (Delta Air Lines).
Better together Whilst in-person attendance is encouraged, there are still barriers in place for international attendees. Therefore selected parts of the conference schedule will be recorded and shared with IFSA and
APEX members after the event. "We're doing this out of sensitivity for those in parts of the world where, although they could get into the U.S. quite quickly, to get back into their homes could take as long as three weeks," Leader said. "Of course we don't want anyone being away from their families for three weeks just to be in attendance, so we're going to make certain that we have some of the best content available for our members that are not able to make it." ifsa.apex.aero; apex.aero •
Safety first A number of measures have been taken to mitigate the risk of transmission of COVID-19 for all IFSA-APEX Expo attendees. The show is only accepting fully-vaccinated visitors. Proof of vaccination will be required to enter the convention centre. Vaccine verification for U.S. citizens will be completed using the CLEAR app, and visitors arriving from overseas will be screened using IATA’s Travel Pass or other similar programmes. In line with the state of California’s guidance, attendees to the show will be encouraged to wear masks at all times. Furthermore, sponsorship from Purell will ensure hand sanitiser is readily available throughout the show floors. UV Hammer will be disinfecting the show floor each night, using UVC disinfection to cover every surface.
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16 / in debate
Dining with death? Allergic reactions inflight cost airlines money and risk passengers' lives. Marc Warde debates the challenge with three experts in this field Natasha's Law means new EU rules around allergies onboard. CAN THE ONBOARD HOSPITALITY SECTOR BE TRUSTED TO DELIVER SAFE FOOD FOR THOSE WITH ALLERGIES? How do you find flying witH multiple allergies? Travelling with allergies is difficult, we don't want our allergies to define us but we need to eat safe food. It's not about choice, it can be life or death. One in 10 children have allergies – it's a growing percentage of passengers – and 2% of flight emergencies and 4% of diversions are allergy related. That costs between £10-£80,000 for each incident. With the right processes in place these costs are avoidable. I urge airlines to see the person behind the allergy. I do take responsibility for my own safety, I tell crew and fellow passengers about my allergies, I wipe areas I touch, and ask for a PA alert. Reactions vary but I refuse to accept serving nuts is a human right – as I have been told. There are alternatives, it's not like taking away water. We JP
trust airlines to fly us safely but trusting them to give us a safe meal is currently far harder. do airlines take food safety seriously enougH? Food safety sits under the umbrella of safety and security and at Virgin AH Atlantic, we aim for best practice – not just compliance. Our technical food requirements are based on best practice globally and we are commited to food audits through Medina Quality but there is no such thing as global regulation on this so we have to work closely with partners. For some new stations or regions it’s a real education process requiring serious training. It can be quite a jump to meet the high standards we expect. Airlines need collaboration with many stakeholders along the journey to prioritise food saftety and consistent
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communications to give passengers with allergies real confidence to travel. How is natasha's law impacting inflight catering? Natasha's Law is forcing airlines to think about labelling and have better CB transparency on ingredients but many have a way to go yet. Booking systems don’t help. The full ingredients and allergens in special meals are often very unclear for those with multiple allergies and we need more simplified, inclusive meal offerings. Crew also need much more consistent training and understanding of allergies and the treatment of allergic reactions. We have to learn lessons from Natasha’s death and have consistent messaging. I believe the onboard hospitality sector also needs a system of 'nearmiss' reporting for F&B – similar to those used to report engineering and operational near misses. The hospitality industry needs to be able to capture mistakes before they go out the door and nearmiss reporting, in a no-blame culture, would allow the sector to spot potential disasters before they hurt a passenger. are airlines reacting? Airlines do have to ask themselves now how can passengers check ingredients AH served? At Virgin we either offer retail packages with ingredients and allergens on labels; special meals with detailed labelling of all
Audrey Hart, F&B manager at Virgin Atlantic, Caroline Benjamin, founder Food Allergy Aware & Julianne Ponan, CEO Creative Nature, work to support allergy awareness ingredients, or reference guides on the 14 top allergens for all plated, unpackaged meals. Are there any quick fixes? Every airline should at least have a public allergens policy and a dedicated web CB page explaining all its allergen measures. Those worried need ways to gain reassurance through FAQs, but also with a responsive contact available for specific questions. That would be a great benefit to passengers and push best practice on. It would also create an important USP which would be rewarded with bookings I am sure. are warnings enough? 'May contain' labelling is just not good enough. Would you eat something JP labelled "may contain rat poison?" No. It basically means 'don't eat this' and is no help to anyone. You have to be able to guarantee what goes into the products you serve. You need robust processes so you can take responsibility. •
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18 / SUSTAINABILITY GETS PERSONAL
Are you doing enough? Pockets of positive thinking and good work around onboard sustainability are emerging across our sector but significant and frustrating blocks to progress remain, Julie Baxter asks – are you doing enough?
S
ustainability has become the buzz word of our times. Growing engagement across the travel sector is of course to be welcomed but as global leaders up the ante with COP26 climate change pledges, what are the meaningful implications of the topic for our industry? Can the onboard hospitality sector ever really become sustainable when it is often powerless to act and much of the decision-making process is totally out of its hands? In conversations around the sector it is clear that good work is in hand and intentions are positive, but some hard, possibly irreconcilable truths remain. Let’s consider a few and as you read
ask yourself: “What am I doing to remove these potentially fatal flaws from the onboard sector's sustainability credentials?”
Are you: Working in a sustainability silo? Where once airlines shied away from the sustainability topic conscious of, and even a little embarrassed of, their polluting reputation and in fear of eco scrutiny, now they compete for coverage of their biofuel initiatives, plasticfree flights, carbon off-set programmes and sustainability strategies. Airlines may have come late to the sustainability issue but now many have truly engaged sustainability departments
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championing the cause, developing commitments and backing global endeavours. But how much do these big picture departments really interrogate the detail and understand the end-to-end life-cycle of each specific onboard product, or liaise and listen to those procuring at the service frontline?
Ask yourself: Is your airline increasingly opinionated regarding sustainability rights and wrongs? Has your team closed its mind to debate on what is best for each individual situation, each individual product? Where does sustainability rank in the priorities of your true decision-makers and budget holders?
Ask yourself: Does the sustainability deep think of your organisation really connect with final buying decisions and budgeting departments?
Are you: Onboarding board? In the rush away from plastics and in eagerness to feature overtly ‘green’ recycled or recyclable paper and board products onboard, a new problem is emerging. Packaging suppliers report a global shortage of corrugated and solid board due to the global move away from plastic and this is driving a growth in paper products made from virgin forests. Mills producing recycled board are in fact closing down due to a lack of investment or profit. As the impact of this becomes clearer, paper products could well become the next big eco problem.
Are you: Thwarting collaboration? Airlines turn to suppliers to help solve the issues of onboard sustainability. Product tender briefs increasingly demand ‘SUP alternative’ materials be used, that supply chain credentials are ‘clean’, and that recycle or reuse priorities are ticked. Airlines want a simple, clear answer but often there isn't one. Suppliers are working out exactly what sustainable means for every single product in their portfolio but the eco answer for one route and destination is often very different to the eco answer for another. Suppliers are forced to compete around the sustainability of their offer, effectively asked to out-eco each other, but for real solutions they should be collaborating, sharing complex specialist analysis of packaging and substrates, rotables and supply chains to better support buying decisions.
Ask yourself: Do I know where my board and paper products are sourced from? Is it recycled or from sustainable forest sources? Do I support recycling businesses? Is board about to become the new plastic?
Are you: Creating for the dump? Follow any one of the products that go onboard from farm/or factory through an often complex transport journey, to the passenger and beyond, and you are likely to reveal good, bad and extremely ugly truths in terms of sustainability. The majority of products end up in the onboard rubbish bags – bound for landfill sites. If they cross an international border, they are headed
Ask yourself: Can anything change without collaboration? Are you sharing your eco insights? Do you make suppliers compete on their eco credentials?
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While airline sustainability policies stress good thoughtful choices, the buying process means decisions end with procurement and finance departments where the dominating value metrics are often around costs, not sustainability. Sustainability departments are developing strong opinions on what’s right and wrong in the onboard environment, and increasingly use these conclusions to write contracting briefs that can be overly precise and ultimately proscriptive. Many airlines want one-fit global solutions, where one-fit will rarely work sustainably. And many, of course, want it to be cheap, willing to pay very little premium for truly sustainable products. As a result good choices can get dismissed way too easily and without any internal consequences.
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Are you: Empowering procurement?
! T C ke A n mace a c n ou
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20 / SUSTAINABILITY GETS PERSONAL
straight to the incinerator negating all efforts to sustainably source anyway. Ask yourself: The sustainable back story of a product may be as honest and good and sustainable as can be but do you know its end of life destination? Can a sustainable choice ever be sustainable if it has ultimately been created for the dump? Do you understand the recycling options offered in the airports you fly to? Do you and your crew care?
Can anything change without collaboration?
Are you: Lobbying on regulations?
Are you: Ready for consumer backlash?
Even the best intentions are being thwarted at the final hurdle due to legal restraints. Rules and regulations around food waste removed from aircraft make a complete mockery of many sustainability initiatives. Efforts to standardise substrates, build recycling systems and optimise the use of every product board are vital.
A vociferous minority is getting angry and loud, they are increasingly taking direct action on the environment and are determined to raise awareness where they see inaction and drive change through publicising eco wrongs. From Greta Thunberg and the Flygskam movement in Sweden, to Insulate Britain and Extinction Rebellion, ordinary people are increasingly taking extraordinary actions to draw attention to the damage being done to our planet. Eventually this group’s attention will move to the onboard sector, spot-lighting the waste and inconsistency of eco actions across the global aviation network.
Ask yourself: Have I followed the end of life trail for every product I put onboard? Have I done something to change final outcomes? Am I driving legislative change around waste? Am I changing my systems to avoid loading what will likely become waste?
Are you: Using meaningless words? Sustainability has become a totemic word but do we as an industry really know what we are talking about in detail? Sustainability has been dumbed down to: ‘being green’ and has led to numerous examples of ‘green-washing’ – products and services designed to look eco-friendly but ultimately as wasteful and unhelpful to the planet as before. The language and thinking around sustainability is widening and needs to be more precise – it is time to talk about the Environmental, Social and Governance (ESG) and speak plainly about the planet damage onboard products can do. The UN Sustainable Development Goals have put 17 topics into the sustainability framework with a universal call to business to develop in ways that will ‘end poverty, protect the planet and ensure that all people enjoy peace and prosperity’. It’s no longer enough just to look like you are doing the right thing, every business needs to take care with the language it uses and the claims it makes. Ask yourself: Are your sustainability initiatives open to detailed scrutiny or are you ‘green washing’? Are you thinking beyond the surface perception of your products are you truly commited to sustainability?
Ask yourself: Are you ready to resist a tidal wave of bad publicity around our industry’s activities? Will it be your buying decisions that trigger global scrutiny of our sector? Are you ready for that big reveal?
Are you: In the race to zero It’s not all bad news. Everyone can make a difference. Organisations within our sector including the Aviation Sustainability Forum (ASF), APEX and IATA, IFSA and ACA , ACI and IAWMA are all working on solutions and trying to find ways to collaborate for good. Scratch below the headlines and global organisations too exist to help find pathways through to good decisions and sustainable solutions. Check out the UN’s current Race to Zero global campaign to rally leadership from business and build momentum towards a decarbonised economy. Check out the Ellen MacArthur Foundation for strategies on building circular economies for your product and services. Ask yourself: Am I in? What am I personally doing to support a more sustainable onboard hospitality sector? Do I really know what I am talking about? Am I building my understanding of sustainability. Am I ready to change? • onboardhospitality.com
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HOW TO... / 21
How to...
...build in sustainability As air travel begins to pick up, sustainability consultant Sarah Klatt-Walsh, of the Hayward Partnership, urges new thinking and smart solutions onboard act now
Airlines and suppliers are re-starting and re-shaping their businesses. At the same time, climate change is intensifying and the call to action on sustainability has never been louder. Smart solutions are key for financial feasibility and green returns.
review your service
Start by re-thinking the overall service, re-evaluating the supply chain, re-defining metrics, and collaborating for impact. View onboard services in terms of the circular economy, which includes lowering material consumption to reduce environmental pressures.
tap into tools
USE
R0 Refuse R1 Rethink
This is avoided in a circular economy
R2 Reduce R4 Repair R5 Refurbish
USE
Re-thinks demand unconventional thinking and some risk-taking. Ask: What do our customers really want and how do we make it happen? The industry is shifting to an on-demand mode enabled by digitilization. Preorder offers more choice, less waste, better returns. What will be next?
question everything
Reduce is all about optimization – lowering weight, eliminating meat
R6 Remanufacture R7 Repurpose
R9 Recover energy
Landfill
A key sustainability decision-making tool is the 'R Ladder of Circularity' with nine steps: Refuse, Re-think, Reduce, Re-use, Repair, Refurbish, Remanufacture, Repurpose, Recycle and Recover Energy. Focus on those most relevant to onboard service...
be uncoNventional
R3 Reuse
R8 Recycle options, and minimizing waste - to cut CO2 output. Question everything you put onboard! What do you need to operate and deliver your service? What does the passenger really want?
think life-cycles
think twice... Try offloading the onboard products on a full wide-bodied aircraft into one room. You’ll be shocked at what you find. Regularly review your onboard loading manifest
to ensure you’re flying with the minimum needed. Go for Bold! Aim high on the 'R ladder of sustainability'. Mother Nature demands it. Future generations depend on it.
Re-use extends product lifecycles. Design with circularity to ensure longevity and/or recyclingcomposting. High quality, multipleuse products, smart logistics and supportive regulations are key. Short term investments may be needed to reap longer term rewards.
find positive partners
Refurbish can be complex. Consider upcycling options and find the right partners – NGO’s, start-ups, retail and manufacturers. Associations such as the Aviation Sustainability Forum (ASF) and the IAWMA support recycling and work to standardise materials and challenging global regulations. •
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Classy coffee
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Austrian Airlines is on a mission to prove that Economy cabin coffee can have a premium feel. April Waterston finds out how
ustrian Airlines' new Economy coffee service aims to give Business service a run for its money with a speciality Weiner Melange (Viennese blend) which brings traditional style and flavour onboard. The airline has partnered with specialist coffee brand, Julius Meinl, in a programme faciliated by Retail inMotion, to bring the company's premium coffee to inflight service. Julius Meinl has been sourcing and innovating with coffee since 1862, and the inflight Wiener Melange offer is a freshly-brewed and prepared coffee with milk foam, widely-known in the traditional coffee houses of Vienna. Onboard the coffee can also be served, on request, as großer Brauner – black coffee with a separate coffee creamer.
Bringing tradition onboard Julius Meinl is credited with having laid the foundations of today's famous Viennese coffee house culture, and the brand is now famous across the region. In the late 19th century, Meinl switched from selling expensive raw coffee beans, which would take time for wealthy Viennese to grind and roast at home, to ready-roasted coffee. He invented new machinery and
milk foam freshly prepared onboard. experimented with different grades of This results in a high-quality product coffee roasting techniques. compared to other instant coffee Soon philosophers, poets and 'mere solutions. "This approach is about mortals' could be found sitting around going back to the roots and offering marble tables in Viennese coffee traditional products whose name and houses, enjoying coffee from the Meinl uniqueness speak for themselves.” roastery – a legend that has followed said Sven Meissner, the brand through to retail director at 2021 and into 70 Retail inMotion. countries worldwide. Winning a Highly Part of what sets Commended award the Julius Meinl coffee The overall service apart from premium feel of the in the Onboard Hospitality Awards standard economy coffee was unlike offerings is the way any other onboard 2021, the judges commended the in which it is served. overall premium feel Rather than using of the product, saying it was unlike any plastic or paper cups, the Wiener other coffee service currently available Melange is served in an exclusive in an Economy cabin. porcelain cup. It features an ergonomic Discover more about this year's handle and matching saucer – a winners on pages 41-50. Entries for combination designed to add to the next year's awards open January 1, experience. 2022. Learn more: Freshness is key, with both the coffee onboardhospitality.com/awards • (made with a French press) and the
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IN CONVERSATION / 25
We want to be on a path to an inclusive, fair and equitable world As airlines look to improve sustainability across all areas of their service, April Waterston talks to Petra Hissink, Heineken's global director – sustainable development to find out how Heineken is aiming to 'Brew a Better World'...
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ithout a shadow of a doubt, the COVID crisis has left a big impact on Heineken. However we have remained focused on three main priorities. First, the health and safety of our own people. Second is supporting our customers and our suppliers. The third priority is to really focus on the continuity of our business, and at the same time, building on our future.
Green growth We have launched the company's Evergreen sustainable growth strategy and within that sustainability and responsible consumption is one of the five work streams. Building on that, in April 2021 welaunched our Brew a Better World 2030 strategy. With this strategy we're building on a very strong foundation, but we want to raise the
bar in this decade of action. The strategy is a framework built around three pillars: environmental sustainability, social sustainability and responsible consumption. In total we have nine ambition areas. For example we have ambitions around decarbonizing, we have ambition around maximizing circularity and we have a strong ambition around keeping the water basins around our breweries healthy.
Social goals Looking at the the social pillar, we touch upon Sustainable Development Goals five and eight, with gender equality and decent work and economic growth. We believe that our business can only thrive if our people, and the communities in which we operate in, thrive too.
Watch the full interview here
We are committed to inclusion and diversity. We want to increase the percentage of female leaders and increase cultural diversity across the globe. We want to be on a path to an inclusive, fair and equitable world.
Responsible consumption For our responsible consumption pillar we aim to give our consumers a choice, for example with transparency on our labels. We are even spending 10% of our Heineken brand media budget across the globe on responsible consumption messaging. We also really want to promote moderate consumption of alcohol and our portfolio of ‘zero’ products is always growing. We now offer the very tasty Heineken 0.0, which is already available in 95 markets worldwide. theheinekencompany.com •
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26 / IN CONVERSATION
inflight sustainability is complex. we have to take it piece by piece The ASF is a not-for-profit organisation which is driving collaboration to make inflight services more sustainable. Matt Crane explains how...
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he Aviation Sustainability Forum (ASF) is best thought of as a 'Collaborative Think Tank'. We bring together stakeholders from across the inflight service supply chain to share knowledge, experience and data to develop standardised end-toend sustainable solutions that can be adopted by the entire sector. Inflight sustainability is complicated, a bit like a Rubik’s cube, and our approach is to take it piece by piece, collaboratively, to find standard solutions for all, one step at a time. Sustainability has been used as a point of competitive advantage. We need to move away from this and see it as a point of collaborative advantage instead. Together we can come up with enduring solutions for the whole sector. Compelling case studies in other markets show this approach can be incredibly successful. The aviation sector also has an advantage of rich
data on what is loaded – manifests we can use to create relevant agreed standards.
Collaborate now The first ASF project is about to be published. It studied rotable versus disposable meal service decisionmaking – when to use which and, if using disposables, which packaging materials to use and standardise. The ASF respects the confidentiality of its stakeholder partners' data and it is important to be independent, robust and trustworthy. We use a secure data vault accessed by third party research consultants, sustainability experts and IHLs who assist in making the case for sustainable solutions. More than 90 pieces of research and data have been placed in the vault which reflects
the trust. In phase two researchers will assess the processes inside stakeholders' businesses to identify the most sustainable options. Key for aviation sustainability, waste regulations must change to negate the need for incineration or landfill. The ASF takes into account waste legislation so we can support our sector's governing bodies as they push for regulatory change. Aviation is a significant contributor to the traveller's carbon footprint. It’s vital we have industry-wide collaboration to identify solutions that can be adopted as a standard by us all. If we can do that, prices for sustainable solutions will drop and we can all be confident we are doing the right thing for our industry, our planet and our future. aviationsustainabilityforum.com •
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How to choose...
sustainable uniforms Crew uniforms can have a surprisingly high impact on the environment. April Waterston explores some sustainable changes to lessen the impact UNDERSTAND THE ISSUE
London-based Jermyn Street Design (jSD) has helped clients innovate the design of their uniforms for over 40 years whilst advocating for the critical contribution clothing can make to a more sustainable world. Eurostar, GWR and JET2 are among the companies that have worked with jSD to improve the sustainable credentials of their crew uniform.
AUDIT MATERIALS
Replacing simple components like fabrics, zips, buttons and trims on an existing design with either recycled or natural materials can have a significant impact. For example, Eurostar and JET2 have started to transition from standard polyester to recycled polyester, following successful wearer trials.
energy and puts less pollutants into the water supply, but also extends a garment’s life.
THINK END-OF-LIFE
REDUCE PACKAGING
Combining the use of recycled, recyclable or compostable packaging with streamlined deliveries of multiple garment sets has benefits. jSD has, for example, created a custom method of packaging shirts, without all the plastic clips and collar stays that are usually used.
FOCUS ON GARMENT CARE
Another often overlooked consideration is garment care. jSD encourages clients to adopt fabrics that can be washed at 30 degrees or cooler, and is now running ‘cold wash’ trials with clients. Washing at cooler temperatures not only saves
FACT FILE jSD has recently launched its Green Thread range of sustainablysourced workwear
Other steps include reducing the number of samples made and a focus on sizing
JET2 joined the Green Thread iniative to help meet the UK Government's Aviation 2050 green paper
After use, uniforms can be upcycled, donated to charity, or recycled into new fabrics and biofuel
To be truly sustainable it is important to complete the picture beyond manufacture, distribution and wear. The end of a uniform’s life is often where the biggest gains can be made. jSD helps clients to identify the best approach for them, whether it is de-badging for re-use and upcycling by charities, or recycling into new fabrics or biofuel. "By following a well thoughtout plan the result is not only a valuable and visible uniform, but also one that reduces environmental and business costs,” explains jSD founder Susanne Malim. “If you plan to get it right first time, and create a uniform with durability, which uses less resources, everyone wins.” jsd.co.uk •
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28 / Reinventing CateRing Post-PandemiC
Retail rallies the recovery Onboard hospitality models are shifting post-pandemic, with the role of retail revenue pushed way up the agenda. Julie Baxter explores how ancillary sales are making their mark on the F&B offer
o
perational barriers are tumbling, collaboration is growing and ancillary revenues are the future of inflight catering, whatever type of airline model you work with. That is the conclusion of leading players in onboard catering as they build back postpandemic and work to drive both airline profitability and passenger satisfaction. While acknowledging that COVID-19 has been the worst crisis to hit the aviation sector since WWII in terms of depth and length, those on the catering frontline see some notable positives emerging from the pandemic pain, with significant changes in airline thinking, industry infrastructure, priorities and capabilities evolving across global markets. Robin Padgett, chairman of the Airline Catering Association and svp catering and retail at dnata, says: “Nothing we see post-pandemic is new but
the trends and the pace of change are greatly accelerated. It is the speed of things, that is really the most extraordinary thing.” He highlights the issues of cash handling and preordering as the first to show real change. “Cash handling onboard used to be a key issue – now that is dead, that conversation is over, the need is gone. Things have changed very quickly, even markets we thought would take 10 years to change have in fact changed in less than 10 months. And it’s across all demographics. Digital payments are now just the norm. “There is also an explosion in pre-order but we have to watch this to see whether that is just because people know they currently have to plan a journey much more than normal. It will be interesting to see if this uplift is sustained. Preorder is certainly critical but is it everything? The next 6-12 months will tell.”
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ISTOCKPHOTO.COM/ ANDRESR
clicks on a coke or a chocolate and gets all the back-story and product information they could need, instantly – hopefully supporting their decision to purchase. “That technology can give you new sources of revenue. It can also support optimised loading to cut waste. Waste of 50% may sound good but we have to consider the margins on lost product, and the environmental costs of the loss too now,” adds Lirio Silva. “Suppliers also have to really understand their customers, it is not just about our B2B relationships but the B2B2C business collaboration – that is the future, we have to work together to optimise customer satisfaction while also optimising the revenues for airlines.”
But he insists one change is certain and driving everything else: “The future is ancillary. For both traditional, full-service airlines and low-cost carriers as well as hybrid models, the highest priority postpandemic will be finding new revenues. Key to that is remembering you cannot underinvest in the consumer, if you want to drive change it requires thoughtful, consistent and detailed attention. José Lirio Silva, head of onboard retail Europe at Retail inMotion, agrees: “The pace of change is faster than ever, especially the use of technology for touchless payments and ordering through a watch or smart-phone. Customers want what they want, when they want it. They expect this now, they get that on the ground, and it is important to recognise that this is not an extra cost because it generates extra revenues.” Most recently his team has launched a digital magazine for onboard retail. The passenger
a spur to change Michelle Green, director business development, strategy & innovation at Tourvest Retail Services, is excited that a whole new future is opening up in retail and believes the pandemic has been awful but acted as a useful spur to change, shaking up the onboard catering offer. She says: “In today’s consumer-centric world where experiences, personal fulfilment, and transformative moments are seen as the ultimate currency, we need to deliver more than just a retail experience. We need to deliver an integrated and seamless customer experience throughout the decision-making journey, putting customers in control, allowing them to have what they want when they want it. “We all want choice, and have it in most areas of our lives now, why can’t we have it onboard too? Well we can. What airlines offer doesn’t just
Above: Digital interactions now touch all elements of the journey from Mobipax info apps to British Airways retail shopping
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30 / Reinventing Catering Post-pandemic
have to be delivered on a trolley coming once through the aisles. The dynamics have changed. Cash has all but gone. QR codes and ordering digitally are the norm in many places, and I think food retail has changed for good, and changed for the better.” She identifies two types of retail opportunities now developing in tandem. ‘Considered’ purchases made by those who like to plan ahead and preorder to ensure certainty and full choice; and ‘impulse’ purchases made onboard while travelling, on the spur of the moment.
Barriers are falling She says: “There is a balance of complexities and sustainable and the only way is to work which has to be managed, but that management together. Digital connections with the passenger becomes easier if there is not just one point allow us to market the right product to them at the of sale. You can take out some of the cost and right time, through the right device, and when you complexity that way, while continuing to offer do that right it is very powerful and choice. Airlines are starting to think brings added value to all. Airlines do differently. With pre-order you seem more open to this now.” can offer choice without worrying Antony McNeil, director, food & about onboard weight and space beverage – inflight service delivery restrictions, without worrying about waste, it can all be managed in a When nothing is at Singapore Airlines, accepts that even legacy airlines are looking for much better way, from the ground. sure, everything incremental revenues within their We have seen a big shift already is possible cabin spaces, such as Economy class but we need collaboration to work travellers upgrading their meal to a smartly end-to-end, we have to blur Business class menu for $20-$30, or lines to get the ultimate experience.” adding a bottle of champagne. She adds: “Out of the pandemic airlines are way “These opportunities are available through more open to this, we all know we have to focus pre-order, and the additional platforms used for on the customers. The barriers of the past – older duty free sales are already there to support an systems – made acceleration tricky, but now we expansion, for inflight consumption. The pandemic can use forecasting tools and information to has allowed us to evolve, given us time to work predict and react, and we can share data so we with insight teams and listen to our passengers.” know far more about what the customer actually He believes the booking process for pre-order/ wants. The retail offers need to be cost effective dining choices must be very simple and an integral part of the booking process. “By pre-ordering, passengers get access to a wider choice and that can be attractive to them. As we increase the passenger’s digital footprint, it saves weight and paper, with QR codes at check-in and onboard for example, and it triggers engagement too, so we can see what people are looking at and buying, or changing their minds about, and when.” Transitioning to new offers, he says, will require collaboration. “We have to work with catering partners to meet local catering needs but also to ensure we can match supply chain availability because the global supply chain disruption has
Above: Digital engagement on Singapore Airlines already helps passengers personalise their journey through touchscreens and personal devices Below: AirFi Scoothub enabling inflight retail
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32 / Reinventing ReinventingCatering CateringPost-pandemic Post-pandemic
already impacted our pre-order availability at some stations overseas. We need to see the opportunities at station and leverage those.” Lirio Silva believes these upgrade opportunities are very important in creating a customised offer for those willing to pay for it. “People are familiar with these kind of opportunities – they are offered a house wine, but know they can upgrade if they wish to pay – and this seems a natural, easy development of service".
New business models Green agrees: “I don’t think buy-on-board will take over completely in the back of the aircraft (for long-haul) but a hybrid offer will emerge where there will be an included service element, as expected for long- haul, for example, but with opportunities to add to it and tailor the timings of delivery. Increasingly passengers will ask: 'Why do I have to eat when the airline says I have to eat?' We need to give them the chance to personalise their journey by giving them the tools and the opportunities to adapt the standard service. Both note changes in crew attitudes have been accelerated too – reduced-touch service was introduced for safety and security through necessity and now the crew see that this works. Lirio Silva adds: “We have had proof of concept now and shown these changes can benefit both the crew and the passengers.” The pandemic has clearly impacted every aspect of business but not everyone has been impacted equally. Some regions have seen strong domestic
markets – the U.S. and China for example, and even Australia for a while – which enabled some early recovery. In Europe the bounce back is beginning impressively, consumers clearly want to get back in the air, but those on the frontline detect a threat to recovery in that there is always a lull post-crisis, and the risk that the bounce back catches the industry off-guard and it is unable to gear up fast enough. McNeil warns: “The planning going on by airlines now will help the reopening. Airlines have to engage caterers and ground handlers well in advance, we need to know how long they need to ramp up services, how long they need to recruit, get re-certificated, reopen fully, so we have a realistic understanding in terms of timescales and lead times. Airlines have to work at the caterers’ pace, we cannot get ahead of them. Working with partners is key if you want to be quick to come back in the recovery.” He also hints at new ways of doing business, commenting on customer feedback on catering which had shown some demand for an option to deselect a meal option onboard altogether. He says: “The demand for that was quite a surprise but made us think about the lounge options – people might prefer to eat there and then not onboard, which could support waste efficiencies.” Green concludes optimistically: “I have wanted the industry to change for some time and I think, as bad as the pandemic has been, we now have the platform to do that. When nothing is sure, everything is possible.” •
The pandemic has given us time to evolve and really listen to our passengers
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34 / THINK TWICE
Think twice: Fruit waste Fruit is an onboard staple, whether it’s a little pot of sliced apple or a seasonal platter, but is it a sustainable option? Chris Beech of the UK’s Nothing Wasted Club tells Julie Baxter why you might want to think twice before you buy… Experts currently estimate that the world wastes about 1.3 billion tonnes of fresh food each year. Wasted fruit is a huge part of that whether it be fruits disgarded because they are too big, or too small; damaged fruit or fruit delayed en route, perhaps stuck in a storm out at sea; or simply fruit over produced by farmers who had a better harvest than they had expected with no market to support that success. During the process of production (harvesting, handling, processing and chain involved. By way of example he packaging) around 75 million tonnes of fruit and veg is lost. The way we deal with that explains: "Working closely with farmers has an impact felt right and the fruit and across the globe. vegetable suppliers to Chris Beech, of the my home city, London, UK's Nothing Wasted I discovered thousands Understand the Club is on a mission nutritional value of the of tonnes of fruit and to change this by veg was going to landfill ingredients you use. shining a light on because it couldn’t be Track their traceability sold. the issues. He says: and scrutinize the supply "You might think "We live in a global chain involved community where it that it’s fine to bury really is everybody’s food in the ground, it’s responsibility to help reduce waste organic, right, and will just rot away. Well, and figure out WHY this waste is unfortunately, not really. The process of happening." layering food waste in the ground creates methane - which has a global warming potential 21 times greater than that of Track and trace carbon dioxide. In the UK, methane from He believes key to this is landfills represents 40% of all the nation’s understanding the nutritional value methane emissions." of the ingredients you use, tracking their He accepts it is not always easy to make traceability and scrutinizing the supply
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Wake up to waste Currently the world wastes about 1.3 billion tonnes of fresh food each year. That would fill 68 million double decker buses. Bumper to bumper that would create a traffic queue to circle the earth 21 times.
Check the journey Food waste occurs throughout the production process: at harvesting, through handling, in processing and at packaging. It's estimated that around 75 million tonnes of fruit and veg is lost even before it gets to the consumer.
Rotten endings Fruit and veg put to landfill does not just rot away. The process of layering food waste in the ground creates methane - which has a global warming potential 21 times greater than that of carbon dioxide.
Think about bottles
the right buying decisions but it is possible if you think twice. "I now work closely with the farmers and traders that supply my city, and take all excess ingredients from London before they head to landfill through an organization I formed for just this purpose the Nothing Wasted Club. "We take the ‘liberated’ fruit to our carbon neutral pressery and cold press it. We press, squeeze, dry and freeze all the ingredients into products that can be utilised in an environmental and commercial way."
Make a change By focusing in on small changes onboard hospitality can become part of a fuller sustainability story. Some airlines, rail and cruise companies are already supporting these efforts. The Nothing Wasted Club is, for example, is working with British Airways as part of the airline's public strategy toward net zero.
Opting for reusable glass juice bottles can save around 761g in CO2 emissions per serving. That is roughly the same carbon emissions produced by driving two miles in a car.
Find positive partners Nothing Wasted Club is tackling food waste and helping reduce carbon emissions by producing their drinks at a carbon neutral facility, The Pressery Group, which supports a number of challenger brands. One of these brands is Luhv Drinks, a science based range of functional drinks made purely from plants, created in a collaboration with King’s College London and designed to help explain natural ingredients and their functions in an easier way. Beech says: "Working with planet positive partners is the best way to make a change and we’re proof that small steps can start to disrupt the status quo for the better. With small changes we can make healthier and more carbonfriendly decisions that make a difference to our own health and our planet." •
Do your bit to reduce the amount of food waste that ends up in landfills daily by seeking out zeroemissions suppliers. Find out what happens to all the ingredients you buy and establish what processes exist in your menu planning and catering systems to limit waste. This way you actively work to save the planet while serving the people.
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36 / Next-Gen Forum
Our next generation Introducing our Next-Gen Forum – the place for our industry’s future leaders to voice their thoughts on key issues and help drive the sector forward The next generation of onboard hospitality decision-makers needs to be heard, that was the conclusion of the Get Onboard Now! Peoples' Action Group. We responded and the next-gen stepped forward... The Next-Gen Forum will feature in each issue of Onboard Hospitality giving their fresh perspectives on top topics. To begin, let us introduce you to the founding members… Bernd Koperdraad Export manager, Sola The Netherlands Route into the industry: I worked for JOE & THE JUICE as an operational manager and was looking for a new challenge. A friend of mine worked for a hiring agency and sent me a vacancy at Sola The Netherlands. If you'd have asked me five years ago if I would ever work in this sector, the answer would have been no – simply because I didn't know it existed! What is important to you? Sustainability. If we don’t change anything, it will have catastrophic consequences for future generations. Lucas Alcantara Director new business model implementation – LSG Group Route into the industry: I have a degree in international relations and have always aspired to work
around the globe. The aviation industry is the perfect place for that. I joined the LSG Group as part of the Cross Border Program. I fell in love with the industry. What is important to you? Creating exceptional passenger experiences. Sustainability is ever more important as is finding creative ways to bring it to the onboard hospitality world. I also truly believe that we need to do our part every day in working towards full equality, regardless of gender, ethnicity, sexual orientation and gender identity. Jacki Kasner Bowen Manager, international sales & customer services, LSG Group Route into the industry: I studied hospitality followed by a Bachelor's Degree in Business Science. Like Lucas I was recruited by LSG Group as a Cross Border International Trainee. What is important to you? Topics like sustainability, gender equality, and of course the passenger experience. Emily Mills High care manager, Niche Free From Kitchen Route into the industry: I entered the food industry by studying Food Science at the University of Nottingham. I was diagnosed with coeliac disease at 16 which heightened my interest in food and the science behind it. Niche was a great fit for me
as they produce gluten-free meals for airlines, which is something that I have struggled with onboard. What is important to you? Providing an enjoyable passenger experience for all allergy sufferers is something I strive towards. In seven years of travelling since diagnosis I am yet to experience a stress-free eating experience onboard. Kudzai Mercy Mudzengerere Supply chain manager, LSG Group Route into the industry: I discovered the onboard hospitality sector at career development shows in educational institutes and through graduate programme initiatives. What is important to you? A healthy work environment that supports employee wellbeing, development, and corporate goals. Holly Leadbitter Sustainability lead, innovation team, Monty’s Bakehouse Route into the industry: I studied geography at The University of Oxford where I analysed the relationships between human behaviour and our environment. I focused on food, culture and health and completed food industry internships around the world. After two years as a product developer at Graze, I joined the Insights team at
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Monty’s Bakehouse Innovation Hub. What is important to you? Collaboration amongst businesses and consumers to inform and accelerate the invention of more sustainable and healthy food solutions. Making sustainability a source of value for businesses and consumers is key. Helen Jones Product development manager for Niche Free From Kitchen Route into the industry: I started my career as a chef and studied BA Food and Professional Cookery in London. As part of my course I was required to undertake a work placement and the only place I considered was Niche as I have coeliac disease. I later completed an MSc in Food Product Development before re-joining the Niche family within the airline, travel and private healthcare catering section as product development manager. What is important to you? As someone with dietary restrictions, allergen awareness and food
provisions onboard are very important to me. Alexandra Allen Design manager at John Horsfall Route into the industry: I previously worked in the clothing design and manufacturing market as a menswear designer. I came across John Horsfall when wanting to make a move into a more in-depth textileorientated role. What is important to you? Innovation with sustainable textiles. Whilst working at John Horsfall I am very proud to have been a part of the team developing our Re-Thread range, to help airlines choose well-made, considerately-sourced and long-lasting products. This range and similar steps forward in sustainability across our industry are essential. Anne Charlotte Moreel Lead designer, Clip Limited Route into the industry: I studied industrial design
in France and afterwards did an internship at BIG-GAME, a design studio based in Switzerland that partners with Clip on inflight products. Following my internship, I began to work exclusively for Clip. The world of aviation was totally unknown to me and I learned a lot every day. What is important to you? To find ways to create better products. We have to make beautiful, practical and also sustainable products. A lot of things have already been done in terms of aviation equipment, but it is up to us to make them better. Above all, new projects must respect environmental standards. It is up to us to reduce the impact of our creations.
Get iNVolVed
Are you (relAtiVely!) NeW to the iNdustry? Have your say by joining the Next-Gen Forum. Contact april. waterston@onboardhospitality.com to find out more.
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The world view We're going global every day by going social. Meet us in the virtual world via Twitter and LinkedIn. Here's just some of the digital chat you may have missed... Follow us for more: @OBHMagazine and linkedin.com Electric ambitions Bitcoin on Baltic Just when you thought you understood all about digital payments and the cashless society, airBaltic reports a new trend. During the third quarter of 2021, the number of bookings paid with crypto currencies increased by 44% compared to the same period last year. Since 2014 (when airBaltic became the world’s first airline to accept Bitcoin payments for its flight tickets) more than 1,000 clients have used the service. Facilitated by BitPay, the carrier accepts Bitcoin, Bitcoin Cash, Ethereum, Dogecoin and 4 USD-pegged stablecoins (GUSD, USDC, PAX, and BUSD), if you know what all that means! @airBaltic
Wright Electric has unveiled the Wright Spirit electric aircraft with plans to bring electric regional aircraft to market by 2026. Able to serve short but busy routes such as London-Paris or SeoulJuju, the aircraft is based on the BAe 146 platform with four engines, and seats 100 passengers. Flight testing of an all-electric engine will begin in 2023 followed by testing of two all-electric propulsors by 2024. Wright expects the aircraft will be allelectrically propelled by 2026. “Aviation has committed to net-zero carbon emissions by 2050, but Wright is committed to a 100% reduction in all emissions starting in 2026,” says Jeff Engler, CEO. @wegoelectric.net
New normal? The world has surely changed when you hear British Airways and Virgin Atlantic put aside their long-standing rivalry. The airlines staged a dual take-off from Heathrow to celebrate the reopening of the US border to British travellers after being closed to business for over 600 days. British Airways flight BA001 and Virgin Atlantic flight VS3 departed Heathrow for New York JFK with their first-ever synchronised take-off, in recognition of their joint campaign efforts to re-start transatlantic travel. @British_Airways @VirginAtlantic
Baby bonus Retail inMotion has a new fertility policy which supports staff undergoing IVF treatment. Available to staff regardless of gender and family situation, the policy provides protection and support for employees during time off and covers them during promotion and pay review opportunities as well as providing privacy and support. The goal is to cut stress and improve the work culture at the company and fill the gap in legislative protection for workers with fertility issues. @RetailinMotion
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Europe waits Although European travel demand is poised for a major recovery, pre-pandemic numbers are not expected to return until 2024. The most recent edition of the European Tourism Trends & Prospects quarterly report from the European Travel Commission (ETC) has forecast that international numbers of tourists arriving to Europe will be 60% below 2019 by the end of 2021. European air passenger growth gained momentum however over the months of June (-69%), July (-57%) and August (-49%) compared to pre-pandemic levels. The creation of the EU Digital COVID-19 Certificate has been fundamental in helping to simplify cross-border mobility. @ETC_Corporate
Asia kicks off Eco hard talk National treasure and the world's favourite eco-warrior, Sir David Attenborough, gave an emotional speech at the global summit on climate change, COP26, in Glasgow, Scotland earlier this month. He emphasised the urgency of the climate crisis by saying: "Perhaps the fact that the people most affected by climate change are no longer some imagined future generations, but young people alive today, will give us the impetus we need to rewrite our story, to turn this tragedy into a triumph." Need inspiration to do better? Watch it here: onboardhospitality.com/ inspiration-from-cop26
Panasonic Avionics is boosting travel's appeal to football fans by enhancing its inflight Live Television offering. New to the mix is the Asian Football Confederation (AFC) competitions - added to IMG’s Sport 24, the world’s first and only live inflight sports platform. The platform includes all the major football championships in the AsiaPacific region, including qualifying matches for the FIFA World Cup Qatar 2022. Other content on Sport 24 includes: NFL, NBA, NHL, tennis’ Grand Slams, golf’s Majors, Premier League, UEFA Champions League, AFC Champions League, European and Asian World Cup Qualifiers, and more. @panasonicaero
Festive flavours Emirates got festive for Dwali by offering passengers traditional sweets, packaged in exclusively designed, colourful boxes. Treats included mouth-watering Motichoor Laddu and Mixed Nut Tribooj - a traditional, rich sweet known for its distinctive covering of edible silver foil. @emirates
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NEXT ISSUE LANDING IN YOUR INBOX
November 2021
Tech innovation
The next digital edition will explore passenger engagement, sustainable interiors, award-winning tech and more PLUS: Show previews and all the latest news, case studies, opinions and interviews
Read the latest issue
Want to contribute? Send your latest news and views to april.waterston@onboardhospitality.com OTI Advert_v7.indd 1
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2021 WINNERS CELEBRATING EXCELLENCE AND INNOVATION FOR THE ONBOARD HOSPITALITY INDUSTRY IN AIR, RAIL, FERRY AND CRUISE
Despite challenging times Onboard Hospitality was delighted to this year receive over 100 entries in our 11 categories. All entries were considered by our expert panel which identified Winners and Highly Commended winners. Winners were announced online and can be viewed at onboardhospitality.com/awards
Cabin Concept of the Year 2021
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Dedicated category awards Congratulations to all our winners Cabin concept awards Gold, silver, bronze airline winners Readers' vote awards Recognising input from our buyer and supplier readership Be in the spotlight for 2022! Entries open: January 1, 2022
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MEET OUR 2021 INDUSTRY CHAMPIONS As the industry navigates its way out of the pandemic, Onboard Hospitality wanted to celebrate and share the stories of individuals and teams that went the extra mile to reshape the future and support recovery. In this free-to-nominate category we identified nine Industry Champions...
MERIT AWARD WINNER: SATS’ EXECUTIVE CULINARY TEAM Passenger volumes fell over 98% in Singapore during COVID but the team at SATS demonstrated resilience and grit in response, supporting national initiatives and pivoting operations to support and grow its non-aviation business while still protecting the workforce and aviation core. Support included catering 45,000 meals daily for quarantined workers as well as meals for delivery drivers maintaining commerce with neighbouring Malaysia. The team launched new products and service concepts for Singapore Airlines – inflight, in lounges, and for the at-home market, and pivoting towards non-aviation businesses helped grow revenue and protect the workforce through retail and ready-meal developments. The Executive Culinary Team led the transformation of the company’s kitchens so they could evolve from a specialised inflight catering facility to one that is now able to support institutional catering and manufacturing activity. RETAIL INMOTION – ENTIRE TEAM Retail inMotion implemented three onboard retail programmes during the pandemic through virtual teamwork. The Austrian Melangerie, Lufthansa Onboard Delights and SWISS Saveurs project team had to find new and collaborative ways of working with all stakeholders, embracing modern communication technologies, effective working systems, team set-ups and multi-
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layered exchanges. A set of guiding principles were established for hospitality, sustainability, regionality, premium positioning and brand, across the group. The team had to overcome new challenges, including risks of infection and increased hygiene regulations onboard. Special features, such as cashless payment, antibacterial printed menu cards and additional digital menu cards were developed and implemented for each programme. MONTY’S BAKEHOUSE – ENTIRE TEAM Despite the drop in customer demand for inflight food solutions during 2020, and while facing an uncertain future for themselves, the team at Monty’s Bakehouse recognised there were people in its local community who needed their support. The team applied their resilience and commitment to their social responsibility and set out to donate their hot snacks and meals to local families, the homeless and NHS staff. The team has donated over 1.3 million light meals and snacks. ROBERT SMITHSON, GENERAL MANAGER CULINARY, DNATA CATERING With 25 years experience in dnata catering, Rob heads up the Culinary and Development team as general manager culinary. Rob and his team were hit hard during COVID. Rob worked hard to make sure his people were ok. Utilising technology and the few limited flights flying out of Australia, Rob devised a way to hold virtual menu presentations
Read full Read product more details at onboardhospitality.com/awards at onboardhospitality.com/awards
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and arranged for meals to be sent to airline teams on the other side of the world for tasting. He committed to creating and delivering great food, no matter the challenges thrown at him. AUSTRALIAN PEOPLE & CULTURE TEAM, DNATA CATERING The Australian dnata catering people & culture team was at the forefront of staff lay-offs and hardships during the pandemic. As the company removed over 50% of the workforce, the team worked long and hard to try to ease some of the burden on affected colleagues. They made themselves available day, night and weekends to answer calls and emails from extremely distressed staff, listening with compassion and assisting where possible. They went out of their way to find support for those who needed it from alternate employment opportunities to chaplain support, food hampers to grocery vouchers.They are now facilitating a positive return to work as business begins to resume. LINSTOL’S ACCOUNT MANAGERS Linstol’s account managers stepped up and went above and beyond during COVID. The team includes Carolyn Weld, Vanessa Smith, Matthew Dunham-Novoa, Julia Gilchrist, Melissa Briant and Jane Shade. Their actions over the past 15 months are described as ‘nothing less than heroic’. They handled the cancellation of millions of dollars of purchase orders, worked with suppliers to shut down production lines, and found warehouse space excess supplies – all while maintaining customer relationships. As Linstol started a pivot to PPE, the team became experts in navigating the complex world of FDA regulated products, found new local suppliers, new sales avenues and managed complex supply chain and delivery processes.
Crisis centre on the Gold Coast, which supports vulnerable people in the community. JOHN HORSFALL DESIGN TEAM The John Horsfall Design Team comprises Michael Coupland, head of sourcing & product development; Alex Allen, design manager and Kirsty Sumner, product manager. They are experts in their field and have shown great dedication, enthusiasm, and pragmatism by using the company’s COVID down-time to push innovation and new product development, while also supporting the sister company Interweave Healthcare Do you know textiles which had a sudden influx an Industry of new product requests.The team Champion? seized the opportunity to expand Nominate your colleagues its product range, while increasing from January 1 2022 to give the use of sustainable materials. them the recognition They utilised their textile-expertise to they deserve create an innovative range of recycled woven blankets, ultimately launching ‘Re-Thread’, a new sustainable textiles range. FRANK RENÉ WELKERLING, CEO COMPASS SUPPLY SOLUTIONS & CHICHESTER BONDED SOLUTIONS As a service provider to the cruise and airline industry, the pandemic brought CSS to a virtual standstill overnight. Rather than hit the pause button during this time and ruthlessly cut costs or mothball operations, Frank and the leadership team invested, taking the opportunity to build a stronger, more agile business. They invested in training, recruitment and education – all foundations to provide clients with consistent and expert service ready for a strong economic revival.
JOHN GARNHAM, BUSINESS MANAGER, SNAPFRESH John Garnham proactively worked throughout the pandemic to take what is traditionally a B2B operation direct to consumers in the B2C market with a ready-made meals website. Additionally he pursued revenue streams outside of the traditional airline market to help get his people back to work. He also worked with the snapfresh CEO to supply ready-made meals to the St John’s Read full Read product more details at onboardhospitality.com/awards at onboardhospitality.com/awards
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Industry 2 021 Champions
Our Team Welcomes You Back
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As the pandemic recovery strengthens, Linstol wants you to know that we are here to support your needs and we would love to hear from you. Described as ‘the engine that drives the company’, Linstol’s Account Managers stepped up during the COVID era and went well above and beyond their usual roles. The team includes Carolyn Weld, Vanessa Smith, Matthew Dunham-Novoa, Julia Gilchrist, Melissa Briant and Jane Shade. Their actions have been described by their colleagues as ‘nothing but heroic’ in supporting Linstol’s continued success. The saying ‘necessity is the mother of innovation’ fits the team perfectly. They have helped ensure that as Linstol emerges from the pandemic, it is a better company, its systems have been stress tested and reinvented. We are happy to be here to support you.
www.Linstol.com United States | +1.239.530.7865 | LinstolUS@Linstol.com United Kingdom | +44.1252.620630 | LinstolUK@Linstol.com Hong Kong | +852.2319.4176 | LinstolHK@Linstol.com
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2021 WINNERS
BEST ONBOARD AMENITY KITS IN PREMIUM ECONOMY HIGHLY COMMENDED: Clip for the EVA Air Kipling kit
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Congratulations! Our winners were selected from over 100 entries
BEST ONBOARD AMENITY KITS IN FIRST/BUSINESS WINNER: Buzz for the Singapore Airlines Penhaligons kit HIGHLY COMMENDED: Qatar Airways for its Breast Cancer Awareness Kit
BEST ONBOARD TEXTILES FOR BUSINESS OR FIRST WINNER: Kaelis for the Middle East Airlines (MEA) textile set HIGHLY COMMENDED: WESSCO for the Icelandair comfort set
BEST ONBOARD AMENITY KITS FOR ECONOMY/ LOW COST CARRIERS WINNER: AK Service for the Air Astana Eco Economy kit HIGHLY COMMENDED: Kaelis for the Turkish Airlines Umrah kit
BEST FOR WEARABLE TEXTILES ONBOARD HIGHLY COMMENDED: Buzz for the EVA Air Jason Wu sleepsuit
Read full product details at onboardhospitality.com/awards
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BEST ONBOARD BEVERAGE HIGHLY COMMENDED: Retail inMotion Julius Meinl Weiner Melange Coffee
BEST ONBOARD KIDS CATERING HIGHLY COMMENDED: Fru Crew Bursting Berry Oat Bar
Time to celebrate! It was amazing to see so many fantastic entries during such a hard time for the industry
BEST FOR WELLBEING ONBOARD WINNER: WESSCO for the JetBlue Mint amenity kit HIGHLY COMMENDED: Buzz for the Etihad wellness kit
BEST ONBOARD SERVICE EQUIPMENT – CREW HIGHLY COMMENDED: Rex Airlines' Business service equipment by Global-C
BEST KIDS KITS ONBOARD WINNER: Augusta for the Air France pencil case kit HIGHLY COMMENDED: Kaelis for the new Air Astana professions kits
BEST ONBOARD SERVICE EQUIPMENT – PASSENGER WINNER: Clip for the EVA Air Guzzini tableware range HIGHLY COMMENDED: Kaelis Vistara tableware range
Read full product details at onboardhospitality.com/awards
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CATERING INNOVATION OF THE YEAR WINNER: Qatar Airways for its brunch platter HIGHLY COMMENDED: Panoramic Gourmet for its Glacier Express dining
Recognising excellence Entries for 2022 open on January 1, 2022
BEST ONBOARD SNACKS FOR BUSINESS AND FIRST CLASS HIGHLY COMMENDED: Do Good Labs chocolate bars
BEST ONBOARD SNACKS FOR ECONOMY WINNER: Retail inMotion for the Sprungli SWISS cold cuts platter HIGHLY COMMENDED: En Route international galley box
BEST FOR ONBOARD SUSTAINABILITY WINNER: ElifNatty eco-friendly packaging for Turkish Airlines HIGHLY COMMENDED: Retail inMotion sustainable onboard menus and digitalisation
BEST USE OF ONBOARD TECHNOLOGY WINNER: AirFi ScootHub HIGHLY COMMENDED: Qatar Airways Zero-Touch IFE
Read full product details at onboardhospitality.com/awards
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2021 CABIN CONCEPT WINNERS GOLD WINNER: Qatar Airways While many airlines cut back in the pandemic, Qatar Airways saw itself as a beacon of hope. It found new and innovative ways to hold on to and deliver its signature high standards across all cabins, adapting its operations, service propositions, processes and equipment to provide customers with confidence in air travel and the chance to experience the joy of flying.
2021
SILVER WINNER: Korean Air Korean Air’s Care First programme was launched in fast reaction to the global COVID-19 pandemic. It gives the highest quality of virus protection through cleanliness and safety protocols across the entire passenger journey. New standards and procedures were added through multiple layers of protection to bring much-needed comfort and assurance.
BRONZE WINNER: LOT Polish Airlines LOT redefined the quality of its Business Class offer on long-haul flights, through a three-stage crew training programme to up service skills, professionalism and performance, and transform the Business experience inflight. This was combined with new e-training for Economy crews, new IFE and expanded pre-order meal concepts to improve the onboard offer. Read full product details at onboardhospitality.com/awards
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2021 ONES TO WATCH
SATS FOR ITS ASIAN HERITAGE DESSERTS
RETAIL INMOTION FOR ITS AUGMENTED REALITY SHOPPING
CLIP FOR ITS NEW DESIGN CLICK TRAY
MONTY’S BAKEHOUSE FOR ITS SNACK PACK
LIBERO FOR ITS SPECIAL MEALS BOX CREATED BY GLOBAL-C
KAELIS FOR ITS COPPTECH ANTIVIRAL TECHNOLOGY
READERS' VOTE BEST FOR ONBOARD TEXTILES IN BUSINESS OR FIRST: WINNER: Kaelis Stone for Icelandair
BEST FOR ONBOARD AMENITY KITS IN FIRST/ BUSINESS: WINNER: Galileo Watermark for its Turkish Airlines kits
BEST FOR ONBOARD WELLBEING: WINNER: WESSCO for its United Airlines crew masks
Read full product details at onboardhospitality.com/awards
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BEST FOR ONBOARD TECHNOLOGY: WINNER: Collins Aerospace Electronic Cabin Bag (eCB)
BEST FOR SERVICE EQUIPMENT – PASSENGER: WINNER: Qatar Airways latte glass
BEST FOR KIDS KITS ONBOARD: WINNER: Buzz for its Disney kits for Singapore Airlines
Tech focus This year saw our biggest ever collection of technology entries
BEST FOR ONBOARD AMENITY KITS IN ECONOMY/ LOW COST CARRIERS: WINNER: Buzz for the United Airlines kit
BEST FOR ONBOARD SNACKS IN ECONOMY: WINNER: Monty’s Bakehouse for its chilled Duo Box
BEST FOR ONBOARD SNACK IN BUSINESS & FIRST CLASS: WINNER: Qatar Airways for its Nova Scotia lobster claw avocado sourdough toast
BEST ONBOARD SUSTAINABILITY: JOINT WINNER: Monty’s Bakehouse for its BarricadeECO and Rex Airlines service equipment by Global-C
CATERING INNOVATION OF THE YEAR: WINNER: SATS Catering Concept for Singapore Airlines with Global-C
Read full product details at onboardhospitality.com/awards
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ONBOARD FINDER Looking for something? Revolutionise the way you find your onboard solutions with Onboard Finder
TRAVEL CATERING & COMFORT SERVICES onboardhospitality.com/finder Get your product into Onboard Finder, contact sue.williams@onboardhospitality.com
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CONTACT Messe Berlin GmbH Erik Schaefer Messedamm 22 · 14055 Berlin Germany T +49 30 3038 2034 Erik.Schaefer@messe-berlin.de
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