Onboard Hospitality 74 March/April 2018 by BMI Publishing Ltd

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Access best-in-class know-how Get the best concept to meet your needs now and in the future by engaging a pooled team of expertise from the LSG Group. Our diverse knowledge and varied skillset gives you the best solution, stimulating new impulses for seamless end-to-end experiences for your customers across the globe.

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Connecting Experts. Creating Experiences.

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MARCH/APRIL / 07

Inside this issue...

WTCE PREVIEW

Get set for Hamburg with our 32 pages of product news, views and a guide to the stands. See you there. Stand 2B10

FOOD 62 71 73 74 79 80 83 85 86 87 89 91

Economy catering: George Banks questions current trends How to... cater river cruises In conversation with... Ariane van Mancius of NowNewNext Russia inflight: catering change Focus on: UK rail catering In conversation with... Steven Adamson of SPV Star Clipper How to... get restaurants inflight Take your pick: Raw food snacks How to... update a traditional brand Focus on: DFMi at 30 In conversation with... Robin Padgett of dnata catering How to... feed the 5,000 at sea

BEVERAGE Biodynamic wines: Richard Williams discovers a natural drop 97 In conversation with... VĂŠronique Rivest, sommelier for Air Canada 99 Take your pick: Water innovations 100 Cans that can: How on-trend cans have become super cool 92

108

152

108 Textiles: Julie Baxter seeks out some suite success 114 Opinion: Marc Warde feels good 119 Take your pick: Nuts with attitude 120 Focus on: Casper 122 Sugar-free alternatives: What to do when sugar turns sour 126 How to... cater super long haul

152 Australian retail: How they shop onboard Down Under 156 How to... up your retail sales 159 In conversation with... Hamish McVey of British Airways 160 Take your pick: Kids retail 161 Opinion: Roger Williams on the power of brands to boost rail sales 162 Cruise revenues: Learning from another onboard sales model

WELLBEING

128

DESIGN & INNOVATION 128 Luxe for sale: Monetising the onboard passenger experience 133 Focus on: Orvec's fabric innovation 135 In conversation with... Paul Priestman of PriestmanGoode 136 Opinion: Rachael Sawtell on how packaging mirrors culinary trends 139 How to... smell success 141 In conversation with... Thomas Berti of SPIRIANT 143 How to... tap into retail trends 145 Focus on: Libero special meals 147 Focus on: APOT Asia 148 Focus on: Newrest's new TRE3 151 In conversation with... James McIntyre of MSC Cruises

RETAIL

166

ENTERTAINMENT & CONNECTIVITY 166 A must read: The latest in Entertainment and Connectivity 169 Opinion: Rob Britton on using tech to deliver better service 170 How to... personalise technology 171 In conversation with... Leonard Hamersfeld of Buzz on child-friendly tech 172 Focus on: Smart wearables 173 Opinion: Caroline Childs on digital data dilemmas 175 Focus on: Air New Zealand's onboard tech trials

187 Finalists announced

REGULARS 11 Industry Update / 60 In debate / 105 New arrivals / 176 Our Mentoring Network / 182 Galley Gossip / 184 Global perspective onboardhospitality.com

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WELCOME / 09

SALES & EDITORIAL Publisher: Sue Williams

sue.williams@onboardhospitality.com Editor: Julie Baxter

julie.baxter@onboardhospitality.com Deputy Editor: Laura Gelder

Face time...

laura.gelder@onboardhospitality.com

echnology now touches everything. It's giving us options and opportunities at every turn, and if we harvest all the digital data it's producing, we're promised our businesses will finally fulfil their true potential.

Business Development Manager: Craig McQuinn

craig.mcquinn@onboardhospitality.com Contributing Editors: Steve Hartridge, Andy Hoskins, Jo Austin (For Taste of Travel enquiries:

jo.austin@onboardhospitality.com

Contributing Writers: Jessica Pook, Benjamin Coren, Nik Loukas, Roger Williams, Rob Britton, Marc Warde, Ariane van Mancius, Richard Williams.

(For IFEC enquiries: richard@appinpublishing.co.uk) DESIGN & PRODUCTION Creative Director: Matt Bonner

Well maybe. Technology certainly is giving every business in our sector pause for thought. It's impacting catering logistics and service delivery, pushing personalisation forward and reeling in revenue opportunities. It certainly matters, so be sure to check out the latest insights in our Onboard Entertainment and Connectivity supplement. But as we prepare for the WTCE and AIX in Hamburg, it will be the touch and taste of more tangible products and some real 'face time' that will give the industry renewed energy and momentum. This is the moment the industry steps up and shines, as new innovations are unveiled and creative reimaginings of the onboard experience come centre stage. We'll be there with our biggest team yet, touring the stands, moderating the Taste of Travel Theatre programme and announcing the winners of the 2018 Onboard Hospitality Awards. This issue is largely a study of the events to come with an extensive show preview and full details of our award finalists, plus very much more. We hope you enjoy it and look forward to seeing you there!

Lead Designers: Louisa Horton & Monica Notarnicola Designers: Ross Clifford & Zoë Tarrant Production Manager: Clare Hunter Production Controller: Steve Hunter Subscriptions: Kay Fisher

subscriptions@bmipublishing.co.uk Managing Director: Martin Steady

Julie Baxter Editor, Onboard Hospitality

Onboard Hospitality is published by: BMI PUBLISHING LTD Suffolk House, George Street, Croydon, Surrey CR9 1SR, UK Tel: +44 (0) 20 8649 7233 Fax: +44 (0) 20 8649 7234 © BMI Publishing Ltd 2018. Whilst every effort is made to ensure accuracy, BMI Publishing Ltd cannot be held responsible for any errors or omissions. ISSN: 2046-2042 Cover image: ©istockphoto.com / bigstock.com

*Don't miss our latest Onboard Entertainment and Connectivity supplement distributed with this issue and at AIX and PTS Hamburg

Regularly viewed by readers in over 70 countries worldwide. Read this magazine in digital form, share it virtually or subscribe • catch up on back issues • find contact details for key suppliers and caterers in our Directory of Caterers and Suppliers • advertise and search for jobs and promote your events

See you at WTCE & AIX Hamburg

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

onboardhospitality.com

CRAIG MCQUINN

CELEBRATING EXCELLENCE IN AIR, RAIL & CRUISE onboardhospitality.com/awards

With 20 years' experience in the travel industry, Craig joins us as our business development manager. He's making his first visit to WTCE, full of exciting promotional opportunities to share

JO AUSTIN

Former Onboard Hospitality Editor, Jo will be with our team at WTCE moderating the Taste of Travel Theatre. She has pulled together an exciting programme don't miss it!

BENJAMIN COREN

Ben joins our editorial team with a focus on onboard retail and the technology touching the passenger experience. He'll be checking out the new Passenger Technology Solutions and AIX

RICHARD WILLIAMS

Our specialist writer on entertainment and connectivity, Richard will have his ear to the ground looking for onboard trends and new developments while visiting PEC and AIX stands

LOUISA HORTON

Our in-house designer will join us in Hamburg to capture your products and people on film. Smile nicely for your chance to star in our WTCE review issue and online gallery

onboardhospitality.com

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Creating Remarkable Experiences

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industry update / 11

industry

SPONSORED SPOTLIGHT

Snack attack

Joe & Seph's is a UK family business on a mission to create the world's best-tasting popcorn. Onboard Hospitality asks co-founder Adam Sopher for some insider snacking secrets When it comes to innovation in the snacking market, it is perhaps hard to imagine there can be many ways to reinvent popcorn but for the team at Joe & Seph's reimagining this humble kernel is now a way of life. Launched in 2010, the company's portfolio of additive-free gourmet popcorn now comes in over 50 innovative flavours - including the UK's first alcoholic range, a high-profile Marmite popcorn

and flavour combinations which have won it 34 Great Taste Awards and made it something of a social media sensation.

Popcorn perfection The original 'masterchef' of the popcorn was dad Joseph Sopher, inspired by a memorable US popcorn experience he was determined to recreate for his family back home. Son Adam explains: "Dad tried numerous methods until our unique popping recipe was born and since then we have all got involved in creating new popcorn flavours, a range of caramel sauces (the perfect topping for an icecream or cheesecake dessert) and brand partnerships with brands including Laurent Perrier and Brewdog."

process to reduced fat (35% less than crisp brands) and calories (10% less); and the triple sieving of the popcorn to remove the traditional mess of popcorn crumbs. It's a formula that has helped support growth onboard as the bigger kernels mean small portions are filling, and the mess-free, trolley-friendly packaging options suit retail, complimentary and lounge service. Adam adds: "Popcorn and movies go hand in hand so it's an ideal inflight snack, plus the range of flavours ensures we can inspire tastebuds even at altitude. Popcorn is right on trend with the market more than doubling in the last six years. We get an incredible passenger reaction every time." joeandsephs.co.uk

Core principles Some fundamentals have remained constant. No artifical flavourings, colours or perservatives; larger than average kernels; an air popping (rather than frying)

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how to... / 91

How to...

feed the 5,000 at sea Today's super-liners face significant challenges, catering for thousands of passengers and crew off shore, Roger Williams observed the solutions at first hand on a trip with P&O Pile on the supplies Joining the Azura at Barbados, the port was a hive of activity, not just with passengers embarking, but further down the dock where supplies were loading through the portside cargo doors. Azura’s must last 14 days before restocking, although fresh produce can be purchased locally from most of the nine island ports of call if required. Plan menus ahead A 21-day menu rotation and 10%+ passengers with special diets, means the ordering team’s accuracy is vital, and F&B officers, executive chef Daniel Richardson and 160 chefs work with military precision to deliver this highly pressurised service. Nicknamed the M1, Azura’s supply corridor runs forward to aft on Deck 4. It’s a logistics conduit feeding the 10 galleys, nine restaurants and 11 bars above with staff and supplies, including a ‘special meal’ preparation galley. offer plenty of choice Peninsular and Meridian, the two main restaurants, have the largest galleys, each preparing around 1,200 breakfasts and dinners (the balance served in specialist restaurants, grills and self-serve buffets). Breakfast is à la carte but with only one ‘chef’s special’, whilst dinner menus average five cold starters, three soups, a salad, 10 mains, eight desserts, three sorbets and a cheeseboard. Marco Pierre White designs signature dishes and the black tie Gala Dinner menu.

Fact file Quantities served onboard are massive and include 3,000 gallons of ice cream.

Enough milk is taken onboard to fill the swimming pool on deck 15.

Half a million eggs are served along withthree tons of bacon – laid end to end that would be a 5.5 mile rasher road!

Chicken is a staple ingredient with options included in most sittings so six tonnes of chicken is loaded onboard.

put service systems in place Starters are chilled or ambient for plating in advance, and there are dedicated galley areas for soups, steamed vegetables, mains and desserts. A manual order chit system sees waiters queue in sequence to collect their guests' food. The dispense bar is more scientific, preparing drinks for collection based on EPoS orders from wine waiters patrolling tables. Meanwhile ‘clear and wash’ operations have up to three lines in the larger galleys. TASTE FOR QUALITY Every dish is tasted daily by the F&B top brass, and it’s in the crew’s interest to get it right. Leftovers go to their mess alongside ‘home cuisine’ for the Asian, European and Indian staff who are away at sea for up to 10 months! Keeping both passengers and crew happy is not quite a miracle but certainly a challenge! •

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92 / BIODYNAMIC WINES

Natureâ&#x20AC;&#x2122;s

harvest Biodynamic wines are standing out as different, sustainable and delicious, Richard Williams discovers why they work onboard along with organic options

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BIODYNAMIC WINES / 93

n 1997, a 13-strong team from prestigious wine merchants Corney & Barrow visited Domaine Leflaive in Burgundy. They were given a blind tasting of two wines. Twelve of the 13 tasters preferred the same wine. Both wines were technically the same: 1996 Puligny Montrachet 1er Cru Clavoillon. But they came from neighbouring plots of vines, one organic, the other biodynamic. The tasters had chosen the biodynamic wine as their favourite. The next year Domaine Leflaive went fully biodynamic. So what's the difference between the two and what's the potential for biodynamic wines onboard? Biodynamics pre-dates organic farming by several decades - it's a system of agriculture that avoids chemical inputs just as organic farmers do. In addition, all the various tasks, from planting and pruning to natural compost preparations using ingredients harvesting, are regulated by a special biodynamic ranging from manure and cow horns to yarrow calendar. The calendar identifies Fruit Days – best for blossom, chamomile and stinging nettles. harvesting; Root Days – for French connections pruning; Flower Days – when In France, several famous vineyards should be left alone; and Leaf Days – for watering. The lack of sulphites in estates such as Château No chemicals or biodynamic wines may Margaux and Domaine de la ‘manufactured’ additions contribute to wellbeing Romanée-Conti are managed (such as commercial yeast) are and help to reduce jet lag biodynamically, along with plenty of less well-known allowed in biodynamic wine, vineyards. The biodynamic and they have fewer sulphites: system is definitely on the increase, and a number of 70mg per litre of biodynamic red, for example, formerly organic vineyards are seeing a market benefit compared to100mg in organic; and less than half the in upgrading to this ‘gold standard’. level of ordinary reds. Standards are laid down by the Former rugby player and career winemaker Demeter Association, the official international body Gérard Bertrand, for example, committed to that certifies biodynamic products. biodynamics in 2002 at Domaine de Cigalus, Biodynamic wine growers also make nine special in Bizanet (Aude). He was convinced that the culture of the vine in harmony with nature was the best way to create great wines. "Biodynamic wines reveal the intrinsic nature of the terroir and the winegrower's talent, affirming their connection to the living world," says Bertrand. Around 600 of his 800 hectares are now farmed biodynamically, and all will be by 2020. Bertrand is convinced the system produces a healthy vineyard, a sustainable environment, and balanced wines, vibrant with the intensity of the terroir. Enguerrand Bazin is Gérard Bertrand’s brand experience, wine tourism and digital manager and explains: “Biodynamic wine is one step further than organic. Organic systems ban chemicals, but biodynamic

Left: Former rugby player and winemaker Gérard Bertrand, who switched to biodynamic wine in 2002. Above: Clos d'Ora, his estate. Below, left to right: Champagne Fleury, the original biodynamic Champagne; Sedlescombe Cuvée Rosé Brut; Stefano Lubiana Sauvignon Blanc

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BIODYNAMIC WINES / 95

wines go further, reintroducing life into the soil. Benefits at altitude Bazin says biodynamics are especially good onboard It reinforces the relationship between our wines and because: “These wines are more influenced by their the environment in which they grew. By doing so, the environment and are more eager to open themselves wines have better balance and show more minerality. with the higher pressure, thus being more palatable.” In addition, whites tend to gain acidity, earning them They also suit the consumer trend towards healthier a fresher, fruitful complexity.” more sustainable choices. The relative lack of sulphites To get this right requires a balance of science and in these wines may contribute to wellbeing at 30,000 winemaker skill. Jean-Baptiste Terlay, head winemaker, feet and help to reduce jet lag too. explains that the grapes are monitored by a precise Andrew Brown, of wine merchants Ratcliffe & Brown, analysis of polyphenol content in the laboratory. is interested in organics: “Organic wines certainly have He says: “We are convinced that the palate is always appeal to our airline customers and we have been more accurate, so we taste the grapes from each supplying easyJet with an organic Sauvignon Blanc parcel of every vineyard to assess their ripeness hey from Spain for a while. They before harvesting.” That way, are great news, purer and less the grapes are always picked at harmful to the vines and the their optimal phenolic ripeness Biodynamic wines suit soil. There is also a perception level, which is essential for fullthe consumer trend that such wines are higher in bodied, silky-smooth wines. towards healthier, more quality and lower in sulphites; Boarding biodynamics with a higher price tag to sustainable choices Gérard Bertrand wines are match. already served onboard. Thibaut de Braquilanges, “The easyJet wine is in 187ml PET bottles and is director of airlines and cruise lines, says: “We are sold onboard as something a little different. When regularly listed on airlines such as Air France, Cathay you are looking for a unique selling point to stand Pacific, Oman Air, Emirates and Etihad in Business out from the crowd, organic ticks a lot of boxes. Of and First with our biodynamic flagship Cigalus course, the wine still has to taste great, organic or red and Cigalus white, but also with our other not. I’m pleased to say that ours does.” estates committed to biodynamics such as Château Other biodynamic wine producers include: Hospitalet, and Château La Sauvageonne, which Bonny Doon, Benziger Family Winery and Bonterra was awarded Best Business Red Wine by Cellar in the Vineyards by Fetzer Winery in California and French Sky 2016. We also supply cruise lines including NCL, producers Michel Chapoutier (Rhône Valley), Oceania, Regent, Compagnie du Ponant, Star Clipper, Nicolas Joly (Loire Valley), Domaine Michel Lafarge Roederer Disney Cruises and Celebrity. Our organic wines are (Burgundy), Cristal Champagne by Louis Roederer; listed on Air Canada, Icelandair and Delta." and Domaine Zind-Humbrecht (Alsace). •

Above, left to right: A traditional wine press; Clos d'Ora at sunset; Below: The Paul Sapin organic wine on easyJet

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IN CONVERSATION / 97

Onboard guests are curious and willing to explore Air Canada’s sommelier, Véronique Rivest, explains how to ensure your onboard drinks menu keeps up with changing tastes

umerous studies have pointed to how our senses can be affected by the aircraft cabin environment. The altitude, drier air and noise can make wines taste less fruity, sharper and more tannic so it's important to look for wines with great balance. Wines that are well made and harmonious tend to taste better in the air. I also avoid wines that are too high in alcohol which increases dehydration. Balanced wines, without too much oak, overripe fruit or excessive alcohol, are also less tiring and more food-friendly. For every new Air Canada wine list I seek inspiration from Chef Hawksworth’s menus. Overall food friendliness is a key factor in all wine choices and, wherever possible, the specific traits of a wine are matched to individual menu items. But the wines have to be versatile as menu and wine list changes do not always coincide. I also seek variety so our five

Air Canada's culinary partner, Chef David Hawksworth and sommelier, Véronique Rivest International Business Class wines are all from different countries and different varieties. Air Canada serves more than 200 airports on six continents so it’s only right we reflect that. The world of wine is so vast and part of the fun is exploring and discovering new flavours.

Authenticity is key Guests are not only more knowledgeable about wine but curious and willing to explore so I aim for a balance of classic and lesser-known wines and of course to include one of our great Canadian wines. Authenticity and respect for the environment also play a major role so my preference is for wines that are a reflection of terroir rather than of very manipulative winemaking. Right now, we are featuring a chardonnay from Tawse

winery in Ontario. It's one of Canada’s top wineries, promoting organic and biodynamic farming, and produces quintessentially Canadian wines that we love to showcase. And from the traditional southern French region of Cahors, the birth place of the malbec grape, we are featuring Le Combal from the highly-regarded CosseMaisonneuve, a leader in biodynamics. Wine is increasingly important in the onboard offer, as guests’ interest in wine is increasing. They ask more questions now and give more feedback. An airline cannot just offer a list of ho-hum wines. Consumers have become very discerning and we plan on keeping their interest piqued with a selection of high quality, authentic and diverse wines, which taste great onboard! •

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TAKE YOUR PICK / 99

Cool waters The need to rehydrate inflight is well established and the choice of ready to serve water options with added style and flavour has never been greater, says Julie Baxter PHROOTI

POW

Created simply by infusing spring water with real fruit, the Phrooti Fruit Water range includes blackcurrant, raspberry and mango flavours. All with no added sugar or sweetners. phrooti.com

The Powerful Water Co believes water can be an energy drink when flavoured naturally with fruit and plant sources and infused with natural caffeine from guarana and ginseng. It comes in three flavours: cranberry and apple, citrus and zest, coconut and lime. powenergywater.com

WATER WITHIN Drawn from porous rock located deep underground in Ireland, the Water Within range of artisan spring waters comes still or carbonised. It is offered unflavoured or with natural fruit flavouring, or fortified with vitamins. Newest are Vitamin Within flavours - wild berry, lemon, and lemon and lime. The kids range is called Drip & Drop Juicy. waterwithin.co.uk

UGLY

GET MORE

Ugly Drinks targets millennials with 'The Ugly Truth' an authentic, transparent brand with nothing to hide. It aims to support a move away from sodas and fizzy soft drinks to healthier options. It offers four flavours including lemon and lime, triple berry, orange, and tropical. All are based on sparkling waters flavoured with no sugar, no sweetener, no calories and no artificial ingredients. uglydrinks.com

Based on a spring water, the Get More range includes natural flavours and added vitamins to target specific user needs. So there is apple and raspberry with B vitamins for energy; and sparkingly blackcurrant and blueberry with vitamin A to support skin and vision. Get More kids drinks include apple flavoured water with multivitamins, orange with vitamin C and mango with vitamin D and calcium. getmorevits.com

ONE ORIGINS Inspired by connections with Africa, One Origins blends botanicals with natural spring water to create very low sugar infused waters. Flavours feature hibiscus, moringa and rooibos, and every bottle sold helps fund water projects for communities in need. onedifference.org

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s n a C can t a th um

er ta ble ,

100 / CANNED DRINKS

s on o c the in C g t n ow ar nci h a M h n New d n. ns rinks brands are e sig lai e p d expe ex rience through packaging ers k a M Can e h t f o chairman

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CANNED DRINKS / 101

he can, whatâ&#x20AC;&#x2122;s not to love? Consumers are drawn to products that taste great, simplify their lives and catch their eye; the can is lightweight, convenient, chills quickly, is easy to carry, often features vibrant eye-catching imagery and, of course, is infinitely recyclable. They are great for onboard retail too, as they look great in a display, keep drinks fresher and more authentic tasting for longer, and utilise retail trolley space efficiently. Cans are increasingly being recognised for their great design too. In 2007, just 16% of people agreed that cans looked good. That figure is now 44%, according to a study by market research company GfK for MPE (Metal Packaging Europe) and the UK Can Makers, which examined perceptions and attitudes to drinks packaging. With more exciting,

innovative can designs hitting the market, this is a number that's expected to rise. New brands are turning to packaging and can design as a way to differentiate themselves in a competitive sector. Consumers now want drinks cans that look cool as well as containing a great-tasting product that offers new and interesting flavours. The Gfk study also reports that consumers agree drinks from cans taste good; they are perceived as delivering 'good value for money' and 'freshness', as well as being 'recyclable' and 'easy to drink from'. The can offers a whole host of exciting design possibilities, making it a very appealing ď&#x2019;&#x2C6;

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102 / CANNED DRINKS

pack format that manufacturers and brewers are embracing. The growth of the canned craft beer movement has, in recent years, played an important role in changing the general perception of the can’s aesthetics. Bold, innovative designs are helping craft beer brands form and cement the image of the can as a premium pack. The recycling and sustainability features of the can are also key factors as to why suppliers are choosing this packaging format. The impact it has on the brand image in terms of its green credentials are becoming increasingly more appealing and important to consumers. Brands like Beavertown have led the way with The packaging with the best colourful and eye-catching creations that attract recycling story, combined with the eye of the consumer. This push towards greater great design and taste is now creativity is creating some exciting opportunities for the most attractive option. designers and brand owners. Much of the The can presents them with a innovation larger canvas through which in the can is they can innovate and gain an driven by the The recycling and edge over competitors. needs of the sustainability features Digital printing has come into customer. It’s important to choose of cans are key factors its own. Smaller batches of cans to their popularity can now be designed as onethe right drink for the off, special editions for movie right package and the launches or special/seasonal right package for the right promotions – maybe as a way to add some festive venue/audience. Here are a few of the design spirit to the product. These designs can be printed innovations that make the can the ideal pack straight from computer to can quickly, making it format: ideal for small runs.



360 designs

A distinct advantage of the can is its 360-degree canvas. Not restricted to just a label around the centre, the entire package can be transformed into a work of art – craft beers are a great example of some bold and creative designs that really stand out on a shelf or trolley display. display.

Thermo designs Thermochromic inks allow surface areas of the can to change colour. This can be used to show when the beverage is the optimum temperature for drinking, so they can enjoy the product at its best. Brands want to make sure consumers enjoy

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CANNED DRINKS / 103

the product and that the packaging doesn’t he industry is now hinder the quality of the taste. The overseeing the development of different colours and temperatures, attempting to increase the fun and interaction for consumers.

Pop-up straws Pop-up straws are another fun way for consumers to be able to interact with the can and enjoy their beverage. Drinkers don’t have to tip the can to get proof solution for a taste of it. It also offers a spill-proof those on the go. From a brand perspective, it offers another opportunity to add in logos or messaging by lasering onto the straw itself.

Resealable cans The can is a convenient package, but this was improved upon even more in 2010 when the resealable can since it was first used entered the market. Since then, to contain beverages energy drinks and canned 80 years ago. It’s enhancing CAN MAKERS water brands such as the drinking experience, The Can Makers is the first Cano Water (pictured) especially in the craft organisation in Europe formed to have enabled their sector of the industry. promote drinks cans. Members of the customers to enjoy Every year we see new Can Makers work together specifically to their drink on the innovations launched promote the benefits of the drinks can and move but also save to enhance the can aid communications between the industry some for later. for the benefit of the and its customers: the brewers and soft drinks This is a key feature consumer, brand and manufacturers and the retailers, as well as the for the younger marketer, so expect packaging industry, the media and consumers. generations who are more innovations in The Can Makers Information Service acts as looking for products packaging design to be the reference point for data and advice that fit in with their picked up by more brands on the beverage can and the can on-the-hop lifestyle. The and hit the shelves over the manufacturing industry. can has come a long way next 12 months. •

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WTCE EXPO Hall A4 Stand No. 4D 80

37th Floor, Singga Commercial Centre, 148 Connaught Road West, Hong Hong Tel: (852) 2882 1810 • Email: chatsford@airchats.com.hk • www.chatsfordhk.com Chats.indd Untitled-1 11

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NEW ARRIVALS / 105

Sweet dreams *N

EW ARRIVALS *

New milk drink specialist Sleep Well believes it has a beverage solution which will help ensure your passengers are relaxed and sleep soundly onboard Everyone loves a success story and at Onboard Hospitality we have been excited to see just how successful specialist companies can be once they get onboard. We’re on the look out for newcomers to the industry, be they young people, young companies or young products: those that may be the faces of the onboard sector tomorrow. So if you're making your way into the onboard market, get in touch and we’ll spread the word, champion the cause and watch your business as it heads sky high or gets on track.

Valerian adds value Sleep Well is a totally new concept. A naturally enhanced UHT milk drink designed to encourage sleep. Available in 200ml sip 'n’ sleep cartons, it is made using only four quality ingredients: Jersey milk, valerian, honey and vanilla. Valerian has been helping people relax and sleep for 2000 years and is now being offered as an ideal way to support passenger wellbeing. An ambient product with a nine-month shelf life means it’s easy for airlines to stock and serve.

Natural relaxation

Valerian has been helping people relax and sleep for 2000 years. It is an ideal, natural way to support passenger wellbeing

Invented on a flight from LA to London by Sam (a fearful flyer) and her husband Allan Watts, Sleep Well was born from a desire to sleep onboard without the need for medication full of synthetic ingredients. Sam says: "Forget sleeping tablets that leave you feeling groggy; Sleep Well offers travellers a natural, enriching alternative that helps them arrive refreshed and relaxed. It can help travellers of all ages and we believe serving it onboard will enhance a carrier’s wellbeing credentials and generate positive PR." The product uses Jersey Milk which has 20% more calcium, more protein and a higher concentration of vitamins and minerals. It is soon to be launched in a chocolate flavour too. sleepwellmilk.com •

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suites success

Textile suites, whether branded or bespoke, have become a thing of beauty in many premium cabins. Julie Baxter gets under the duvet to discover more about this luxury trend

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re you sitting comfortably? It is a testing, and experimenting with prototypes to question that has taken on a whole develop its airline bedding line and each product new meaning onboard, as airlines in the portfolio is designed to ‘maximise rest and look beyond their core infrastructure comfort’. United too claimed a first-of-its-kind to ‘dress’ seats in increasingly impressive style. partnership for its Polaris cabin, working with the Gone are the days when a pillow and a blanket luxury department store Saks Fifth Avenue for its were enough, in premium cabins at least, now the custom bedding (in two weights), and Delta has trend is towards a whole suite of textile products, an ongoing relationship with the renowned Westin coordinating and complementary items all chosen Heavenly hotel brand to create inflight bedding that to convert the seat into a lush comfort zone, includes hotel-standard white comforters, blankets forming an integral part of the cabin’s style. and hypoallergenic pillows. Qantas A380 First customers, for example, now Galileo Watermark’s head of aviation Kenny luxuriate in bedding products created exclusively Harmel comments on this shift towards branded by Australia’s home and textile suites: “We are seeing lifestyle brand, Sheridan. In a an enormous paradigm shift contract facilitated by Galileo in the industry towards a Watermark passenger’s receive ‘hotel in the sky’ approach – We are seeing an what is claimed to be the first enormous paradigm shift providing the same comfort, ever airline pillow menu, with personalisation and choice towards a 'hotel in the three choices. It is as part of a you’d find in a luxury hotel but sky' approach suite of 13 products selected at 35,000 feet. for their finest materials “For the Qantas range the including cotton sateen and Tencel, used for its materials were chosen to maximise passenger thermo-regulating and sustainable attributes. comfort onboard. The thermo-regulating properties On British Airways, passengers receive a suite of Tencel, for example, ensures the passenger’s of branded bedding from The White Company, core temperature is stable for longer which, in facilitated by Matrix, which includes a full-size pillow combination with the softness of the material, and mattress topper, a super soft, cotton-rich day provides for a much longer, deeper sleep." blanket with satin trim or a full quilted duvet. A The suites also have to work in terms of storage day cushion doubles up as a lumbar support and and service optimisation - the length of time and the bedding set is accompanied by a coordinated complexity of the turn down service for crew, the amenity kit with products from the brand’s ‘Restore unpacking and repacking processes. and Relax Spa Collection’. Galileo Watermark is currently working to develop American carriers are in on the act too, with new materials and applications which improve American Airlines now featuring the Casper bedding product durability and increase the number of brand, facilitated by WESSCO International (see uses. Harmel adds: “We are working on exciting  page 120). Casper spent over a year researching, developments with sustainable and recycled

Pictured left: The Casper sleep suite for American Airlines, facilitated by WESSCO. Below: BA's White Company bedding with Matrix

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image courtesy of Dubai south

orvec

UAe Dubai Incorporation Orvec is pleased to announce the incorporation of its UAE Joint Venture in Dubai South. This will give Orvec a local presence in the Middle Eastern region, with Syed Amjad Ali heading up the sales and marketing function as Orvec Middle East's Regional Sales Manager.

This can be offered across a wide range of passenger comfort products like head rest and pillow covers, pillows and duvets, dining items like linen, napkins and tray mats, all manufactured by Orvecâ&#x20AC;&#x2122;s wholly-owned plants in Xiamen, China and Hull, UK.

Orvec is now perfectly positioned to offer local service and support to carriers across the Middle East and beyond.

We would welcome the opportunity to meet you on the Orvec stand (1D80) at WTCE this year to understand your requirements and give a more detailed explanation of this exciting new venture.

Expect direct-to-factory pricing plus Orvecâ&#x20AC;&#x2122;s exceptional levels of quality and service.

Alternatively please get in touch with Amjad (a.syed@orvec.ae) directly at any time.

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materials as well as channels for repurposing that material once used to give it an additional or, we hope, infinite life cycle. There are huge strides being made in textile development, including type and composition of materials, as well as extra benefits and finishes. Micro-encapsulation which can attach fragrances, skincare actives and antimicrobials to textiles, as well as moisture wicking technology, are all evolving options too.”

down means a one year contract may only have a few months of full swing production. Start/stop production is more expensive and does not lend itself to product quality and uniformity.” He predicts the emergence of more retaildesigned textiles onboard and anticipates textile suites for 'Premium Economy' could well come next to differentiate this cabin further from standard Economy. His team has also developed a sensory range of products that can be filled with natural Cabin coordination grain (e.g wheat) or cherry stones and infused with Tim Morris, at Mills Textiles, has worked on U.S. an aromatherapy scent to support sleep or wake-up. bedding suites. He says: “Weight and durability At Orvec, the team has worked on textile suites remain key but airlines now see that coordination for European, U.S. and Middle Eastern carriers across a range of products recently. Kevin Stamp, md, adds hugely to the passenger says: “Improving the quality experience. It ties all the airline’s of passenger sleep is key and Improving the quality bringing home comforts and efforts together far more than a random selection of products. trends with recognised brands of passenger sleep We focus on not only a common onboard is now key is currently the priority. We or complementary colour palate work to create appropriate across a suite but also some linking embellishment, brand alignments that ensure colours are on trend such as a quilting pattern, and develop a range that and reflect the airline and its market. We look to doesn’t compromise the design and tactility.” include subtle designs, simple colour schemes, Launderability and performance have to support soft-to-the-touch fabrics (such as peachskin and the proposed aesthetics and while environmental, microfibers) and discrete branding. Calming colour sustainable and ethical purchasing remain key pallets, simple design features, discrete patterns prioirites, Morris confirms the strongest trend has and branding, and a consistency across the cabins been towards branded textiles, sponsorship and is key to the ultimate cabin image and customer shared cost ownership. experience.” He says: “We are trying to help our customers with He agrees that the suite trend in premium cabins more 'flexibility' within their rigid contracts, be it has an effect throughout the aircraft, with colours, through the potential to change logistical solutions designs and patterns echoed in other cabins, albeit mid-term or to challenge, through specification or in a diluted manner due to cost constraints. design, a refresh throughout the contract. Textile Orvec’s new Luna Linen, for example, uses contracts do not lend themselves to short term technology to add futuristic and innovative finishes  agreements as production build-up and windand will bring the launch of a super soft, spun



Below L-R: Innovations from Mills Textiles and the Qatar Q-Suites duvet by Global-C Inflight Products

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playful.

lace fabric for disposable pillow covers soon. Not all carriers are switching to the brand alignment strategy. Global-C Inflight Products worked with Qatar Airways on a bespoke top-end bedding range for its Q-Suites Business cabin, supplying an extra large, top-end duvet with a plush velvet-like finish in Qatar's grey and plum colours to be used when two Business seats convert to a double bed. Wayne Costigan, director Asia & Pacific, recalls: “The airline was committed to finding the absolute best in breed for every element of its bedding suite so it took a mattress and pillows from Germany, the duvet from us, and designed its signature message pillows in house, working with us to develop the fabric type and printing. We also designed the cushion pad that fits between the seats to create the double bed, which was a very unique challenge. "Many airlines still want to create something bespoke, something that is linked to their particular seat style and the airline’s branding, focused on aesthetics and comfort but also paying attention to the long-term life cycle, laundering and durability of the product with attention to factors very specific to aircraft use," he adds. His team has spent much time working with airline laundering teams to understand their processes and explain fabric care in far greater detail then simply adding a care label. Costigan explains: “Laundries need very precise instructions based on their industrial laundry conditions. The Qatar duvet was 40% bigger than the usual aircraft duvet and cost 20% more so it was important that it had greater durability and a longer rotation period. If an airline is going to invest in really dressing the seat it is vital that everyone involved in the process understands the care needed to get it right.” •



practical.

personal.

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Eat well

Feel good food Marc Warde has shed six stone and discovered a new sense of wellbeing around food. Here he shares some tips on how to bring feel good foods onboard

I have long maintained the merits of good comfort food inflight as a way of bringing familiarity and reassurance to the alien environment of a flying tube. However, since my life took something of a turn last year, my views on what we eat have evolved somewhat. Having worked in the hospitality industry all my professional career, my ever-expanding waistline hit a button in the no lie mirror that made me take action, and thanks to the 5:2 (intermittent fasting diet) and the inevitable gym and swimming I shed six stone, 39kgs or 84lbs. I feel both some shame at having been quite so large and pride in getting rid of it, and whilst I enjoy food too much to ever see it as purely for function, I realise now it really is about balance There are some foods and eating to feel good. simply best avoided

Fear factor

permeate onboard. To be commercially successful airlines need to offer a mix of comfort foods and healthier, tasty options that promote wellbeing.

onboard altogether, foods that make you feel Ones to avoid sluggish and bloated

When you’re flying you want to feel good but you’re reliant broadly on the choices already made by others. Deep down, most passengers travel with a little uneasiness and whilst the airline industry had its safest year yet in 2017, the statistics don’t settle that uneasiness quite the way a delicious pie can do! That might make them feel better temporarily, but will it make your passengers feel good in the long run? Probably not. Much of the food we eat we choose for the short term fix but there is a sea change coming in eating habits like we’ve never seen before and it will undoubtedly

There are some foods simply best avoided onboard altogether, foods that make you feel sluggish, bloated and frequently lethargic. Beans and pulses might be good for your passenger on the ground but in the air they cause gas, as do cabbage, onions, cauliflower and broccoli. These are never going to support a comfortable, pleasant flight or support sleep. Heavy foods that take time to digest are also a mistake. Red meats in particular take even longer to digest inflight (when we are so sedentary) than on the ground, so a big juicy steak might sound great but is unlikely to make your passengers feel great. Similarly that full English breakfast served just prior to landing may read well on the menu but is unlikely to sit well in their stomach. Spicy foods are in vogue and are probably better for adding flavour than lots of salt,

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but avoid inflicting curried acid reflux on your passenger by giving simpler, more digestible alternatives. Likewise sugary snacks and delicious desserts might seem like an indulgent treat but they mess with the body’s sugars in an exaggerated way in-flight.

Ones to adopt Some airlines have already adopted menus with low FODMAP ingredients (short chain carbohydrates which are hard to absorb) – ideal foods for flying, albeit often a little bland. And most airlines also offer a special meal option actually termed ‘Bland Meal’ which is easy to digest but really doesn’t sound very exciting (and often isn’t!). Vegetarian choices – avoiding dishes that are pulse- or onion-based - are great, as is chicken, and salads will help them take on more water, supporting that essential hydration. Offer up fruitier desserts or if you’re offering chocolate, feature the less controversial dark stuff. Serve them later in the flight and they are less likely to disturb the passenger’s rest. I admit some sugar-free options are just awful and far too worthy, but it is worth experimenting as some really do succeed both nutritionally and on taste. Encourage passengers to match every alcoholic drink with twice the volume of water too. If nothing else it'll get them standing in the queue for the loo and help avoid any risks of DVT. It's about offering passengers balanced choices that support wellbeing. Do that and both your business and their bodies will reap the rewards. •

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textiles for a sustainable future

“Visit us in WTCE 2018 – Booth #4D70”

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uro-GOODNIGHT is a reliable partner with great textile heritage and generational transmission of knowhow since 1800, specializing in the production of quality inflight products. We are vertically integrated from spinning to confection, producing all types of jacquard woven blankets for airline, home, institutional and military use. We are also producing a full range of fleece, washable and disposable blankets, rotable and disposable table linen, pillows and pillowcases, headrests, duvets and comforters from cotton sateen to polyester peach skin, with fibre and down fillings that provide comfort and warmth.

CONTINUOUS RESEARCH AND PRODUCT IMPROVEMENT

As the supplier for major airlines and extremely demanding institutions like the military and fire brigades, we have been able to demonstrate our mastering of both physical and chemical properties in our textile processes, i.e. permanent antistatic, bacteriostatic and anti-bacterial, air permeability and thermal insulation. Our improved thermal properties to weight ratios help maintain body temperature at altitude, while supporting airlineâ&#x20AC;&#x2122;s needs for reduced stowage space and fuel consumption. Our blankets make the

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travelling experience more comfortable. Made from either man-made or natural raw materials, they are soft, skin friendly and anti-allergic.

SUSTAINABILITY EURO-GOODNIGHT has placed sustainability at the centre of its business through research and technology implementation, with the aim of achieving a green future for the textile industry. We have ISO 9001: 2015 quality certification and ISO 14001: 2015 environmental management system and have also signed the UN Global Compact. We are actively addressing the issue of sustainability and driving fundamental changes in the production of our textiles while still improving product quality and competitiveness. The origin of all the electricity we consume is certified 100% renewable and a substantial part of our net income has been invested in renewable energy installations.

NEW PRODUCTS We have added and will be presenting at WTCE 2018 a number of interesting new products to our collection, such as new textile anti-slip tray mats, microfibre blend cold and hot towels and disposable and short-life cotton napkins. euro-goodnight.com

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Go nuts A bag of nuts has long been a staple, if increasingly controversial, snack onboard. Laura Gelder looks at innovations in nuts YOUR DAILY RATION OF NUTS

SOUL FOOD COLLECTIVE

These 20g sachets contain golden yellow roasted Levantine hazelnuts which come with some unusual flavours: chai with bourbon vanilla, rosemary and chillilime. They are vegan-friendly, gluten-free and rich in vitamin E and omega 3 fatty acids. haselherz.de

Launching at WTCE this year is a new collection of organic nut clusters made from almonds, pecans and hazelnuts. Offered in 12g snack bags or larger 25g bags, these come in some inventive flavours: Caribbean jerk, Sri Lankan curry, nacho cheese, piri piri and chip shop curry. The snacks are gluten-, peanut- and gmo-free and (with the exception of the cheese edition) vegan too. soulfoodcollective.co.uk

SNACKING ESSENTIALS

WHITWORTHS The Shots Nuts range features four flavours: salsa, with pistachios, cashews and salsa almonds; salted caramel, with cashews, hazelnuts and salted caramel peanuts; smoked, with almonds and smoked cashews; and chilli, with pistachios, jumbo peanuts and chilli almonds. Each 25g pack is 150 calories or under. There is also a new 'bright little nuts' range for kids. whitworths.co.uk

This company specialises in healthy natural snacks and launched two new formats last year: shots and pots. The 50g shots come in almonds, cashews, fruit & nut and fruit & seeds. The duo 70g pots contain two separate portions: yoghurt peanuts with milk chocolate raisins, and dark chocolate cranberries with peanuts, edamame beans and salted corn. The substantial pack makes for a good buy-onboard option. snackingessentials.com

KINOMI These premium Japanese nuts come beautifully packaged in a 40g metal tube, brightly coloured with distinctly Far East artwork. Exotic flavours include wakuwaku cashews with sumac and arctic seaweed, poripori almonds with amchur - powdered green mango - and smoked red jalapeno and now baribari barus, a Brazilian nut, with cumin, coriander, chilli and lime. All nuts are organic and also presented in a 200g sharing bag or 20g mini bag. kinominuts.com

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120 / FOCUS ON

Casper connections American Airlines has forged a new partnership with innovative bedding specialist Casper for its Business textiles suite. Julie Baxter discovers more

asper was founded with a mission to improve sleep. Launched in 2014, the company quickly gathered a cult following before building business internationally and most recently got onboard with American Airlines. The partnership (facilitated by WESSCO International) applied Casper’s sleep research and expertise in sleep science and used it to transform AA's inflight sleep experience with a range of products specifically designed for the air. The company applied the millions of data points it has used to develop its award-winning products toward innovating the inflight sleep ecosystem. Emma Frane, at Casper explains: "We believe that sleep is the third pillar of wellness – in addition to food and fitness and this partnership allowed us to take our disruption and innovation beyond the mattress industry, into the travel sector." In collaboration with American Airlines, Casper’s engineering team studied the air travel environment and tested countless product variations. The result was eight new sleep products: mattress pad, pillow and lumbar pillow, pillowcase, duvet, blanket, pyjamas and slippers.

The mattress features a multi-layer comfort at all altitudes. Sewn-through sleep surface designed to smooth over seams create small, rectangular chambers any seat grooves, while the two pillows that provide consistent fill distribution to were designed after testing dozens of ensure bedding stays fluffy and in place. prototypes — one is for sleeping and one After testing dozens of blanket styles, the for more comfortable waking hours. Both Casper team designed a soft, breathable are inspired by what blanket in a chambray. is described as 'the The pyjamas complete transformative design the comfort offering and of the signature Casper the slippers include a We believe sleep is ‘wink’ stitched into the pillow' with cuttingthe third pillar of edge fibers. They design, signifying the wellness after food the joy of bedtime. comprise hundreds and fitness of thousands of small Frane says: "The fibres, combining to Casper inflight product ensure both support suite is the first to be and pliability. designed with Casper-quality R&D, using The pillowcase was inspired by Casper’s renowned expertise in sleep research sheet range and uses crisp, smooth and sleep science to design the products and breathable fabrics; while the specifically for the air. Our intention is to duvet is based on the brand's refine and expand the offerings based signature duvet and inspired by customer feedback. Response so far has performance outerwear for been positive." •

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UNIFORMS OF THE

FUTURE GLOBAL LEADER IN

DESIGN - PRODUCTION - LOGISTICS WTCE 2018 | STAND #1G40 WWW.WEARSKYPRO.COM/CORPORATE

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when

sweet goes sour

Healthy diets are all the rage – but is sugar content being analysed enough? Laura Gelder identifies the issues and some ideas for those who want to show they care by reducing it

t used to be salt and fat but now sugar has been declared public enemy number one. After all, salt and fat are two things humans need in their diet – albeit in moderated quantities. But refined sugar? Our bodies don’t need it, they want it. Norway already has a sugar tax in place and celebrity chef Jamie Oliver has campaigned for the UK government to impose a sugar tax on drinks companies, purporting it as both a way to pay for the

impending bad health it creates as well as forcing companies to cut it or pay for it. Sugar comes in so many guises it’s often difficult for consumers to identify it: sucrose, glucose, fructose, maltose and hydrolysed starch are just some names for it, along with natural-sounding terms like honey, corn syrup and molasses - the latter two anything but natural. According to National Health Service guidelines in the UK, added sugars, such as table sugar,

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honey and syrups, shouldn't make up more than 5% of the energy we get from food and drink each day. That’s about 30g a day (or seven cubes of sugar) for those aged 11 or older. If you put sugar in your tea or coffee then that’s a tough line to stay under.

The invisible enemy Many foods contain sugar which slips under the radar. So-called ‘healthy’ items like breakfast cereals and smoothies often contain alarming levels which put people at their daily threshold before lunch. And it's not confined to sweet products. A third of an averagesized jar of shop-bought pasta sauce can contain more than 13g of sugar and trendy sauces like sweet chilli along with condiments like ketchup are also high in it. Rising rates of obesity and diabetes are increasingly blamed on sugar consumption, just as heart disease is often blamed on high salt diets and cancer on high fat consumption, and caterers and F&B companies are had found a way of reducing the sugar content of its under pressure to create products which address this. chocolate by 40%, by using hollow sugar particles. It Ironically, low-fat foods, like yoghurt, are often claims the new particles dissolve faster to deliver a packed with sugar. Market-leading brands like Muller sweeter sensation more quickly than standard sugar. and Activia’s diet versions clock up nearly 12g a pot – But many are wary of miracle fixes. In 2017, similar to a small chocolate bar. research from trends analyst Mintel showed that The World Health Orgainsation’s global report on more European consumers were diabetes in 2016 showed that worried about sugar in food and the number of adults living with drink than a whole range of other diabetes almost quadrupled since If the global diabetes elements – additives, colourings, 1980. It attributed this huge rise, epidemic continues, calories and salt included. The largely in type two diabetes, to obesity. If the epidemic continues reducing sugar will be report showed that consumers were particularly concerned with at its current rate, reducing sugar big business sugar perceived to be unnatural, will be big business. but it also showed they were suspicious of reduced Health is key sugar. Only 8% of French consumers believe the food Nestle’s current ceo Ulf Mark Schneider was the first industry would only use low-calorie sweeteners if they outsider to get the top job since 1922 – quite a coup. were safe, showing distrust in man-made alternatives, But Schneider’s background, working for a health-care while UK consumers said it is put off when a sweet firm rather than selling chocolate bars, suggests that food/drink brand replaces sugar with sweeteners. the company realises health foods are not a fad. Mintel’s report on UK consumer attitudes towards Shortly after his appointment Nestlé announced it sugar and sweeteners showed that over two in five 

Above: Montezuma's 100% cocoa sugarless chocolate. Below: Perfect World's lowsugar ice cream

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Above: Onist's Avocadobased naturally sweet choc pots; coconut sugar; plantbased sweetener stevia. Below: Squeezable chocolate naturally sweetened with fruit

sugar-concerned Brits switched from sweet to savoury snacks but its report on the German market showed that 36% of consumers cite naturalness as an important factor when buying sugar/sweeteners and identified coconut sugar as a significant trend. Healthy products and natural ingredients are seen as going hand-in-hand and consumers are reassured by honey, agave nectar and stevia. Launches of naturallysweet snacks – energy balls made with dates, maple water and fruit crisps – are on the up. With consumers wanting to know where their food has come from, the fewer and the more recognisable the ingredients, the more trustworthy a snack is. According to Whole Foods, floral flavours are about to flood the market. “From adding whole flowers and petals into dishes to infusing botanical flavors into drinks and snacks, this top trend makes for a subtly sweet taste,” it said in its Top 10 Food Trends for 2018 report.



Cutting down Where as smoothies were once in vogue, now vegetable juices are creeping onto the shelves in mainstream retailers, with ingredients like kale and avocado starring alongside high-sugar fruits. And where as pure vegetable juice is still an acquired taste, a drink which at least replaces some of its fruit with a vegetable will be more tempting to health-conscious consumers and vege juice in palatable shots is also popular. Watering down is also a simple way to reduce sugar in drinks and the market has seen several

product launches involving fruit juices diluted with spring water or water drinks infused with fruit essence. Many healthier and more innovative snacks, some savoury, are making their way onto shelves to compete with classic sweet treats like biscuits – coconut curls, raw chocolate, kale crisps or organic meat jerky, to name a few. But it’s not likely that our love of sweet stuff will go away. In many cultures sugar is traditionally eaten at times of celebration – whether it’s a birthday or wedding – and at a instinctive level sweet is safe, unlike bitter or sour which can indicate danger. A little goes a long way and smaller portions of so-called ‘naughty’ foods are a way of lowering sugar intake. Last year it was reported that Mars, Nestlé and Mondelez (Cadbury), were considering reducing the size of some of their products in a bid to stop them from being highlighted in a report by Public Health England, while US publication Food Dive recently quoted Perry Cerminara of Hershey, as saying his company planned to have half of its individually-wrapped standard- and king-size confectionery down to 200 calories or fewer by 2022. Size, apparently, does matter!

10 sweet treats for the sugar-conscious 1. I Love Snacks’ dehydrated mango: At only 85 calories a pack and with no added sugar, or anything else, this naturally sweet snack is offered by EnRoute as well as dried pineapple. ilovesnacks.co.uk 2. Asher’s sugar-free vanilla caramels: These use maltitol and sorbitol to sweeten. Other sugarless products include dark and milk chocolate bars and

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F.S.P. GmbH Flight Service Products GmbH

chocolate pretzels. Available from DFMi. ashers.com 3. Halva’s sugar-free licorice: This Finnish company offers a sugar-free version of its national sweet which uses maltitol and stevia to give a sweet taste. halva.fi 4. Montezumas’ absolute black: With only two ingredients this is great for many free-from diets. It contains only 100% cocoa with almonds to balance the bitterness. montezumas.co.uk 5. Adonis’ low-sugar blondie: Less than 2% sugar per product, dairy, soy- and gluten-free and sweetened with natural erythritol. There's also a brownie and a greenie (avocado & matcha-based). adonis-foods.com 6. Diablo sugar-free cream-filled dark cocoa sandwich cookies: They can’t say it but we can – this is like a healthy Oreo. Other flavours include chocolate chip, coconut and peanut. diablosugarfree.com 7. Onist avocado choc pots: Only six ingredients other than avocado: cocoa, cashew nuts, dates, mineral water, lime juice and sea salt. onistfood.com 8. Pure Organic’s strawberry apple and vege strips: The natural sweetness of this chewy snack, which could replace jelly sweets, comes from fruit juice and puree concentrates and the colour from carrot and red cabbage juice. pureorganic.com 9. Sweet Freedom choc shot: This squeezable chocolate can be enjoyed in hot milk, on toast or with yoghurt. It has a low GI, has half the calories of Nutella and uses natural fruit extract, sweetfreedom.co.uk 10. Perfect World’s ice cream: With no added sugar and dairy-free, this award-winning product uses stevia, xylitol and erythritol. Flavours include caramel pecan and raspberry ripple. perfectworldicecream.co.uk •

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How to...

cater for super long haul Qantas is taking onboard wellness to a new level, working with research academics to develop programmes to support its longest flight ever. Laura Gelder discovers more Decide your goal Qantas aims to take a holistic approach to inflight health and wellbeing with the goal of reducing jetlag on its new 787 Dreamliner Perth-London flights - one of the longest ever commercial routes. Consult the experts Creative director of food, beverage and service, Neil Perry, has created a range of menus using research from the University of Sydney’s Charles Perkins Centre. The new dishes are designed to encourage sleep at optimal times during the flight and are just the first part of a programme of wellness measures being trialled. The researchers involved come from a range of disciplines: clinical sleep specialists, nutritionists and metabolic scientists and their research will be fed into cabin lighting, temperatures, onboard exercise ideas and Qantas lounge offerings – all with passenger wellbeing in mind. remember taste is king “We’ve used ingredients that have added benefits of hydration, aiding sleep and reducing jetlag,” said Perry. Highlights include: probiotic Bc30infused Botanica cold-pressed juice shots; a bespoke herbal tea by Dilmah with lemon verbena, chamomile and lemongrass; and recipes using hydrating ingredients such as green leafy vegetables, cucumber and celery. Get the timing right The Qantas team has tailored specific ingredients (such as chilli) to particular times of the day – maintaining choice

but giving options which relax passenger and ensure they are sleepy when the lights go out, and helping to rejuvenate them ready for arrival. For example, a hot chocolate bedtime drink is offered full of the sleepinducing amino acid tryptophan to help prompt the body’s sleep cycle.

Fact file The new menus will debut on the Qantas 787 Dreamliner services from Perth to London on 24 March. The beverage selection includes organic kombucha by Remedy: a live cultured, sparkling drink full of natural

probiotics that assist with digestion. Qantas' future Project Sunrise challenge for Airbus and Boeing to develop an aircraft capable of flying east coast Australia to London/New York means even more research is required.

Test it with tech Academic director of the Charles Perkins Centre, Professor Stephen Simpson, is running clinical trials on Qantas frequent flyers, giving them wearable technology and apps which document their sleep patterns, mood and physical state, and their food and beverage consumption. “The new menu incorporates the latest scientific knowledge on nutrition and hydration and our scientists are excited by this opportunity to discover how the wide variety of influences work together during long haul flights,” said Simpson. •

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The luxury amenity kit has become a premium cabin privilege but what if Economy passengers could 'buy' into that elite experience while sitting down the back? Jessica Pook considers the implications

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n December last year Etihad experience that they want. decided to make its Business Our new personalised offering allows amenity kits available to them to customise their experience. passengers in Economy by Our comfort kits help guests to feel offering them for purchase onboard more refreshed and comfortable during at attractive prices. The retailed items their journey, at an affordable price included high end brands that were point. They also have the opportunity previously exclusive to Business to take home these luxury items as passengers, such as Christian Lacroix keepsakes from their trip. This is all part bags and designer cotton sleepwear, of Etihad’s approach to enhance the skincare products by Hungarian service for Economy passengers, which luxury brand Omorovicza, and Piperalso recently saw us introduce pay-for Heidsieck Curvee Brut NV champagne. lounge access and chauffeur transfers No doubt those Etihad passengers at a number of airports on the airline’s who bought into the brands enjoyed an global network, neighbour-free seats enhanced experience in their Economy and extra-legroom seats." seat. They could also have upgraded So is Etihad onto something. their experience with paid-for lounge Research from Galileo Watermark (GW) access and chauffeur suggests Economy transfers, neighbourpassengers are the free seats and extramost financially savvy further work needs when travelling. They legroom seats. But if to be done to this is the start of a appreciate added understand the trend, could offering value and service these exclusive items offerings, particularly impact of selling ultimately devalue the on ultra long haul amenities in premium offering and flights, but, says Ian economy undermine the status Linaker, ceo of GW: of amenity kits as a collectable item? “Further work needs to be done to And is there really a demand for such understand the impact on premium products in Economy. cabins of selling amenities in the Linda Celestino, vp guest experience Economy cabin. No doubt airlines are and delivery at Etihad Airways, explains asking questions internally about the the thinking behind the move thus: “We trade-off between incremental sales wanted to personalise and enhance the of such kits and the subsequent cost inflight experience for guests, regardless savings from lower volumes, versus of what cabin they might be travelling the potential erosion of brand equity, in. For us, it’s no longer about creating value and customer perception in the an experience for each cabin; it is all premium cabin. All of which ultimately about creating an experience for each affects the long term value/revenue per individual guest. kilometres flown of their most valuable, Today’s consumer is far more hybrid trusted, premium passenger. – they may be happy to travel in He also questions how airlines would Economy, but want to upgrade their decide the buy-on-board prices for kits. experience with premium products, so “What will any retail price say about the the comfort kits are one way for us to kit itself, both for the Economy cabin, allow for changing customer demands. and to those in the premium cabins? In We wanted to empower our guests instances where a branded bag is used, by giving them more choice – options the airline would be quantifying the that they can then use to design value of that brand, which does add a their journey, and pay for the exact layer of complexity.” onboardhospitality.com

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Wolfgang Bücherl, managing high-end than those provided in the director of SkySupply, also sees some premium cabins, the paying premium challenges: “Airlines need to determine passenger may well be upset; and if which brands are most likely to be the kits are the same as those in the identified as high end by the majority premium cabins there is also an erosion of their passengers and what price of the class distinction the airline point reflects ‘luxury’. Trying to sell promotes. Airlines have had success passengers something at a perceived promoting collectables, they’ve proved competitive price could well be the popular with those premium passengers wrong strategy. It is also questionable with access to them, so broadening their as to whether such an add-on will really availability needs some very considered appeal in less brand-conscious markets. thinking.” We have to recognise that passengers Lisa Benzaoui, ceo of Global Inflight seated in Economy cover a very broad Products (GIP) also believes it is crucial demographic and not all who fly are as that airlines continue to differentiate brand aware or fixated in the same way.” between the offering in Business and Increasingly premium amenity kits Economy, saying: “It is important to offer are becoming more of a ‘gift’ than a similar, but slightly different products functional kit purely and kits to ensure that for onboard use, the premium cabin and now the focus is passengers continue often on their use and to enjoy an elevated Premium must enjoyment beyond mean exclusive and inflight experience, the flight. Pampering reflect something for example, smaller products flaunting sized cosmetics or a more than is offered designer labels, lush different bag style. in other classes toiletries, perfumes Premium passengers and even scented expect exceptional candles are included, and it's becoming amenities and airlines must exceed increasingly standard for the bags to their passengers’ expectations to ensure double as an iPad case, luxury cosmetics repeat customers.” bag or on-trend clutch. Where once Commenting on the placement of amenity kit refreshes were infrequent, premium amenities in Economy Petros now change and enhancement has Sakkis, chief marketing officer of become more commonplace. WESSCO, said: “From the passengers’ While most suppliers accept perspective, luxury amenities for sale there could be a place for retailed could be a much-welcomed offering. amenities in Economy and that it may On the other hand, airlines must be be operationally and commercially very careful with potential dilution of attractive, they warn homogenisation the value proposition for their premium of cabins, on any level, needs to be cabins. When possible, we think handled carefully. Bücherl adds: “If creating distinct offerings (whether an airline has invested in a strong and buy-on-board or gifted) for specific appealing premium offer there is always passenger segments is the best way to a risk that any distractions, or actions go. This also delivers the most value for taking away from the specialty of that airline brand partners.” option will be a mistake. GW’s research indicated that the “Premium must mean exclusive and removal of the amenity kit completely reflect something more than is offered in Economy had a negative impact on in other classes, be it in amenities or passenger perceptions of an airline. service. If kits sold in the back are more “Passengers translate its removal as a onboardhospitality.com

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step-too-far in squeezing costs – with to our product offering, we are always many passengers expecting at least thinking about the next innovation some comfort items on these routes,” that will follow. We never stand still and says Linaker. look forward to continuing to enhance He adds: “Etihad appears to be creating the travel experience for all passengers experiences for smaller customer travelling with Etihad. segments, and going beyond the "While we can’t comment on the existing restrictive categories of fullstrategies of other airlines, at Etihad we service versus low-cost carrier. This is believe the ‘airline of choices’ model is something I see as becoming more and the way of the future, as we move away more prevalent in the low-cost arena. from limiting customer experience to The challenge will be for full service the cabin they are sitting in, and head airlines to execute this strategy without towards a more personalised experience damaging consumer perception, or wherever the passenger is sitting," taking away from the intrinsic value Celestino said. in other cabins. One day, it could be In January the airline also launched feasible that we have five variants of an buy-on-board snack boxes which include Economy seat on the same aircraft, from a carefully selected variety of snacks to minimal legroom to suit different tastes, something exceeding from movie treats a Premium Economy such as crisps and product.” There is always an sweets, to healthier Celestino recognises organic options such element of risk to the risks but added: as mixed nuts and fruit being a 'disrupter “Whenever we bites, which are also but this is in the evolve our product vegan and gluten free. Etihad DNA and service, there is Passengers still peckish a roadmap of due after the meal service diligence where we measure guest can opt into these to salve any mid-flight perception, guest values, brand risk, cravings they may be feeling or to help industry trends and overall commercial pass the time. viability. We also need to ensure that It's early days for this programme with every new product or service but the success of Champagne sales in change introduced to the cabin, our Economy bodes well. Celestino added: cabin crew are thoroughly briefed "Turns out, guests who are travelling are in order to maintain a consistent keen on celebrating, whether they’re experience for the guest. There is always just happy to be going on holiday, or an element of risk to being a ‘first mover’ toasting a special occasion." or ‘disrupter,’ but this is in our DNA here From the suppliers perspective Bücherl at Etihad Airways, and we are excited to concludes: “As a supplier we value be on this journey." inclusion in the discussions and certainly She believes that so long as the if it takes off it’s 'good for business' product in other cabins is constantly but it is a question which will receive evolving too, all passengers will be different reactions, not just from all the content. "Guests in Etihad’s luxury stakeholders in the industry, cabins including First, Business and but finally from the passenger groups The Residence will continue to receive who mostly want punctuality, good a complimentary array of collectable service, and value for money. The luxury amenities including the Christian question is will this gesture of luxury Lacroix kit and sleepwear. Even when flatter to deceive? It is an interesting we unveil new products or changes debate to be aired.” • onboardhospitality.com

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Sealing the deal Textiles manufacturer Orvec is cutting the cost of production with a revolutionary new technique that can seal fabric edges without hemming. Julie Baxter discovers more

s a market leader in the design, supply and manufacture of woven and non-woven products to the airlines, Orvec has a long track record in innovation and product development. But as it incorporates a new Orvec Middle East division and steps up the promotion of its new Luna Linen range, the spotlight has turned to a new production technique set to cut costs and increase product life cycle. Being used on a range that includes napkins, table cloths, pillow covers, blankets and duvets, the new techniques seals fabric edges quickly and effectively in a way that withstands intensive industrial laundry processes and outperforms traditional hemmed edges. An efficient, automated process using cutting-edge science reduces costs of production, purchase and long term ownership, while at the same time ensuring a minimalist and sleek appearance for

the product with a lighter weight. It Hull (UK), Xiamen (China) and Charlotte requires less fabric per item as there is (USA), and most recently opened no requirement for the usual hemmed facilities in Dubai (UAE). edge, and it also significantly cuts Kevin Stamp, managing director, labour costs. Rate of production is 20 said: â&#x20AC;&#x153;This unique finishing process is times as fast as the normal hemmed something we have been focused on manufacturing developing for some process. years. Our goal is to Extensive testing keep evolving the Extensive testing has product and service has shown the shown the product product will we offer, gaining perform better inspiration from our will perform better than traditional ongoing research than traditional hemmed and development hemmed products products, programmes and particularly in the drying process and investing further in our in house when being pressed as the whole manufacturing capabilities. We are surface is flat. committed to continually investing Orvec has already had initial in our manufacturing facilities with a orders and now has significant longer term strategy to have efficient interest from global carriers and cost effective manufacturing located in the UK and APAC capabilities at each of our strategic regions. It has manufacturing facilities in locations around the world.â&#x20AC;&#x153; â&#x20AC;˘

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in the future zoning of economy could be the way for airlines to go Paul Priestman, chairman of cabin design specialists PriestmanGoode, talks cabin comforts and future zoning

he thought of spending hours on a long-haul flight in Economy shouldn’t fill people with dread, and as designers our job is to make the experience better. There are things we can play with to give people extra legroom without causing the ticket price to soar. Making the seat thinner where your knees rest and sculpting it around the spine, to create additional knee room, for example; as well as basic design amendments such as moving the magazine pocket up higher, are already giving more space on airlines such as SWISS and United. People don’t sit in just one position; we vary our positions and posture to get comfortable and there are some amazing materials and technologies coming through that can really boost comfort such as foams with different density and firmness at different points, which provide comfort and support where it matters. Seats with armrests that can be moved

out of the way enable passengers to snuggle up and sit sofa-style, or change position more easily. But frankly, a beautifully-designed, comfortable seat with extra legroom means nothing if people aren’t being served by happy, helpful staff. We therefore focus as much attention on designing great spaces and facilities for staff as we do for passengers, so that they can focus on delivering a stand-out customer service and leave a positive lasting impression on them. We carry out significant research with passengers, crew and maintenance teams to understand what their individual needs are and work with suppliers to develop new materials that are harder wearing and easier to maintain. We build mockups throughout the development process to ensure our designs are fit-for-purpose.

Looking at future trends, however, zoning of Economy could be the way for airlines to go. Price, for many passengers, remains a priority but the launch of Premium Economy has shown people’s willingness to trade up for some extra legroom and a slightly more deluxe service. Economy Plus and Economy Basic offered by other airlines take this a step further. In future people might, for a reasonable price, pay a little extra to sit in a kids-free zone, or a work-, sleeping- or family-zone. The seats would be the same but the service levels provided would be different and priced accordingly. This type of zoning is already happening in airports so why not onboard aircrafts? Paul recently spoke at the GREAT Festival of Innovation run by the UK's Department of International Trade. •

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All wrapped up

Concepts to go Rachael Sawtell is marketing director at labelling and eco food packaging provider Planglow. Here she discusses how packaging is innovating fast to meet culinary trends

For food providers looking to develop a new concept, the authenticity of the cuisine on offer, as well as the dining experience, is essential. The food being served should tell a story, saying something about the provider and their brand. And while you don’t have to be Thai to serve Pad Thai noodles, your customers will certainly be more likely to buy into a concept if it’s presented as authentic - an opportunity to ‘travel as they dine’ - or if it emphasises the quality of ingredients.

Hot stuff

In the past year sales Label logic Free-from and dietary of our eco packaging labelling has become a increased over 20% but Versatile products for hot topic for packaging the most significant presenting street food designers and caterers increase has been in have driven new and we believe packaging for hot goods, launches, and packaging technology has to be (up 36%) as the grab and concepts are evolving the answer. Overprinting go market diversified into packaging with more hot food offerings. nutritional signposting is now essential and our Grease resistant deli papers - used to wrap labelling app (LabelLogic Live) and software sandwiches, burgers and baked goods, as well (LabelLogic) both automatically bold allergens as to line trays or as an additional presentational element - are now among our most popular within an ingredients list. products. And demand for fully-compostable Custom-designed labelling is up more than 16% on stock label products as more and more windowed multi-bags and bio pots for noodles, providers opt for bespoke labelling to brand pasta, soups, stews, curries, deli their offer stylishly and efficiently while also items and desserts reflects ensuring they are compliant with labelling consumer eagerness to legislation at all times. view their food more From vegan and vegetarian to hot Vietnamese clearly. pho and umami-centric Japanese ramens, new Versatile products for concepts go from strength to strength. Korean presenting street and Caribbean flavours are on the up while food have driven Indian cuisine is being reimagined with a street new product food twist. Similarly, both comfort and ‘dude’ launches and foods (greasy, meaty food which is presumed to packaging concepts appeal to men) which had fallen from grace are in this field are being transformed into healthier alternatives. • evolving fast.

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smell success Kaelis recently created a special scent for Royal Air Maroc’s onboard face mist and hand cream, here marketing director, Fernanda Veiga, explains how scent supports a brand Understand scent science From the moment we are born we have a keen sense of smell and one of the peculiarities of this olfactory sense is its close relationship with the basic functions of the nervous system and behaviour. Smells connect with the brain's amygdala – where our emotions wake up – and the hippocampus – which stores memories – so we have a surprising ability to memorise odours, and they have a powerful effect on us. Recognise its value Brands that want to leave a mark on consumers can use scent as a very powerful resource, anywhere from sales office to check-in, VIP lounges to amenity kits and cabins. They become an identifier for the brand. We know 80% of advertising is visual, but 75% of everyday sensations are influenced by smell. By focusing on scent we can provoke sensations that generate a positive experience and drive impressions of a brand. Build memories As businesses seek to offer experiential products and loyalty, scent is key. Associating a scent with a brand helps us remember it more clearly. It has more impact than any image or colour, it helps tell the story of the brand and helps ensure the customer engages with the brand. It can create a clear point of difference, make a brand unique in a fully integrated way, reflecting the very soul of the brand.

Fact file Research shows we remember 2% of what we hear; 5% of what we see and 35% of what we smell. Research shows people spend on average 15% longer and are happier in spaces that smell good

Luxury scent trends tend towards oriental notes, amber or woody flavours, with spicy brushstrokes. Florals, vanilla as well as sandalwood, oud, saffron, myrrh or benzoin concepts are all also key to top-end scents.

Develop your scent Since smell is an essential element in relationship building, brands should be using them to encourage consumers to fall subconsciously in love with their brand. To develop a corporate aroma, a detailed olfactory marketing study is made to identify the brand’s image, colours and target market so a selection of olfactory notes can be chosen and combined to reflect those core values. Tap into expertise We work with experts in the field to create perfumes composed of the most relevant 'output' notes, 'heart' notes and 'background' notes, and get an exclusivity contract so the essence provided is exclusively ours and our customers’ property. Scent marketing is not really new, it has been big in retail for some time, now it is time to bring it onboard. •

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Old paradigms are shifting and airlines are open to change One year after joining Spiriant, md Thomas Berti tells us how and why the company is now ready for serious growth

ur target is to achieve global growth and make Spiriant a core player in the equipment sector, and we are well on our way. This year has seen us implement a strategic new structure, where we now have game-changing product segment experts in each core area: Premium Experience, Crew & Service, Leisure & Smart Solutions, Onboard Comfort and Amenity Kits. The effect on our offering is incredibly exciting and transformative. We have also been running cooperative workshops to better understand client needs and challenges, and engaging in an open forum to find solutions, even ahead of a specific demand fully emerging. We don’t know an airline’s passengers better than they do but we do have the expertise in materials, technology, catering and design to bring new solutions.

A new dawn The airline industry is being transformed with the growth of low cost carriers and

new business models. Old paradigms are shifting and airlines are open to change and new suggestions – which is exciting! A big trend is an intuitive retail model onboard and it’s not just low cost carriers that want this, it’s also premium carriers who are realising it is a necessity. As with any trend, it’s crucial to get it right. Retail success means attractive products that are well-packaged and add value, this is essential if retail is going to work and really enhance the passenger experience.

Shifting concepts The development of Premium Economy is another one of those shifts in concepts that is changing the industry. We can help airlines easily adapt to this by using smart materials and designs to create

modular products which work across classes, building as you go further up the aircraft. We see a growing role for these pick and mix style solutions, they can save airlines rushing to develop a brand new Premium Economy line. For example, harmonising a tableware range to work from lounge to Economy to premium cabins could simplify processes, create cohesion and bring huge savings. We also have to get wiser with technology. For example, our SkyTrack and SkyLoad solutions greatly help both the airline and crew. They help by defining the location of the products both on the ground and onboard to make life easier. At the end of the day, our aim is the airline’s aim: to enhance the passenger experience. •

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How to...

tap into retail trends Paula Wines has joined Galileo Watermark to strengthen its amenities team. Here she explains how the retail world can inspire new opportunities onboard Understand the influences Today, our exposure to retail brands is constant, and the trends we need to watch are no longer set by the brands alone. Social media, celebrity endorsements and Influential collaborations with brands increasingly influence what becomes the 'next big thing' and the challenge is to keep dreaming up new ways to translate the favoured retail, luxury and fashion brand DNA into designs for onboard amenity kits. Benchmark and brainstorm It's important to benchmark the industry and keep abreast of the trending ideas, and I do a LOT of comparative shopping to keep on top of this. From that I see, customisation and personalisation in design are key to product development this year. Design inspiration comes from all over: from the retail brands perhaps but also from a painting in a museum or a leather technique, a detail on a piece of clothing to a flower petal. Design inspiration really is everywhere. Forge partnerships When an airline aligns with a brand it is important that the two share mutual goals and aspirations. Airlines want to deliver a desirable product and that means a product that combines the emotional and the practical. The emotional response is the one which drives a personâ&#x20AC;&#x2122;s desire for a product and leaves the memorable impression; while the practical element is

important because the product has to have a useful function. The products have to appeal to a wide audience of personalities too.

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promotional bags for upmarket skincare and fragrance brands. Based in the raw material and manufacturing hub of Asia has given Paula clear insight of amenity product manufacturing.

Broaden your engagement In an industry where automation is making evident headway I believe there are many exciting opportunities in the way we develop and deliver amenity kits onboard. One of the great advantages that airlines have is that their passengers are a captive audience. This allows them to promote products to an already engaged customer. Programmes can be designed to captivate them preflight, inflight and post flight and with these various opportunities comes the chance to offer them increasingly greater choice, on demand products, customised products or the option of more luxurious offerings. â&#x20AC;˘

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Function and flavour Free-from foods are in high demand and new catering brand Libero aims to put more choices on the onboard menu. Julie Baxter discovers more

emand for free-from food is at an all time high, with high street options up around 30% in the last year alone. Now a new brand, Libero, launching this April, aims to help meet this demand onboard with a fresh solution presented in a stylish box, fully sealed and certified, and focused on great taste. Libero is the brainchild of chef and restauranteur, Marc Warde, who says: “No box can be all things to all people but we have developed options that combine special meal credentials with fresh seasonal menus. We specialise in developing for the free-from market because we are clear that demand for special meals is set to increase. All of our meals are gluten-free regardless of variety.” The range aims to offer customers a fully compliant, tasty meal that caters for a dietary need without fear of cross contamination. Nutritional analysis and provenance are provided for each meal. Warde adds: “Libero specialises in gluten-free, dairy-free, vegan and vegetarian meals in addition to 18 of the IATA-coded meal choices, plus some additional choices for current dietary

demands. Meals are sealed completely For second service, Libero offers a range and given to the customer to enjoy with of approved snacks and hot hold items. all the relevant nutritional information.” There are also canapés, finger food, bar The new range includes meals for snacks and petit fours. diabetics, low calorie/fat/salt, gluten- and Warde says: “Customers with food lactose-free, vegetarian, vegan, raw, jain, allergies, food intolerances and dietary lacto-ovo, babies/kids, sports or paleo needs are greater in number than ever diets, low FODMAP, before. Catering for dysphalgic and seafood. those customers is For First and Business now essential for passengers, a full meal every airline. Our goal Catering well for kit is offered for crew special dietary needs is to help businesses plating onboard is now essential for successfully negotiate which means the arduous journey every airline less risk of that is airline catering, cross contamination from crew so they can cater well for those special and the opportunity to use dietary needs in a way that is modern, the airline’s own crockery for delicious and truly mitigates risk of cross special meals. contamination. We believe we can help In Premium Economy and airlines give their customers a really Economy cabins the meals are special meal, catering for their needs and based on either the standard tastes with a range of delicious options.” Economy meal or a Business box. liberoda.co.uk •

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APOT reaches out APOT Asia is broadening its reach with new appointments, a relaunched website and logo, plus a widened remit. Julie Baxter discovers more

POT Asia has a tradition of doing things differently. A trade body with a mission, its goal since its foundation in 2010 has been to bring together industry players in a relaxed way, combining local Asian hospitality with the chance to exchange views and forge new connections. Founded by Keerthi Hapugasdeniya, best known as Happy, and currently under the chairmanship of Bambang Sujatmiko, the association has most recently appointed a new ceo, Jeremy Clark, and two new forum ambassadors, Salim Hazife, gm at Perth Inflight Catering, and Afdal Amir, vp corporate marketing for PT Aerofood Indonesia, who will oversee this year’s annual gathering in Perth (June 24-26). The appointments mark a turning point in the association’s development as it works to extend its reach and build connections between the airlines, their suppliers and the regional communities and destinations they serve. Happy explains: “This is an association for airlines and their suppliers but our focus is beyond the aircraft. We encourage them to see their place in the wider hospitality industry. We cannot as an industry always

be looking in at ourselves, we need to with activities in the local communities remember every airline and every airline connecting the sector to local culture, executive has a role in building the crafts and culinary expertise. communities they serve. New ceo Jeremy Clark, now based in “The airlines and Penang, Malaysia says: onboard sector provide “APOT is all about the platform with encouraging the carriers We cannot as an which to develop vital and their colleagues to regional tourism. They industry always be recognise WHERE they are key in connecting go and not just WHO looking in at A to B but without they carry. That the ourselves a real connection to job doesn’t stop with the people in those destinations there just the passenger’s onboard experience is absolutely no point in an but with how they engage with the airline route.” destinations they fly to.” In keeping The association also aims to expand with this, the its hotel and destination membership to association rotates strengthen these connections. the destinations it Chairman, Bambang Sujatmiko, adds: meets in and targets APOT’s tagline is ‘Networking Differently’ regional destinations and the difference is that this is a not for rather than high profile profit organisation, membership is free city hubs. Its business and it's about building and maintaining sessions are combined personal relationships.” •

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TRE³ Newrest has expanded its expertise beyond catering with a new retail, equipment and technology subsidary, TRE3. Julie Baxter talks to ceo, Pep Manich, to discover more

fter more than 10 years as Air Europa's inflight service director and an extensive airline career in inflight service and customer experience roles, Pep Manich has hit the ground running as the head of new business TRE3. The company’s name is an acronym designed to define its activity: TRE3 is for TR (Travel Retail) and E3 (Equipment, Entertainment & Experience), and its mission is to bring onboard products, services, solutions and innovation to airlines and rail operators in support of established caterer Newrest and on its own account. Formed early in 2017, as an independent operation vertically integrated into the Newrest group, TRE3’s role is to add value through cost savings and business revenues, and to provide a 360º service to customers. It currently has three European bases: France, Spain and Netherlands, and a number of worldwide collaborations. TRE3 will collaborate with Newrest to provide product development and innovation, and oversee the manufacturing of onboard equipment, new concepts and solutions. Its specialisms include buy-on-

board products for retail, technology and TRE3 also brings expertise in rotable digital products, media and training, with and disposable plastics, paper and carton the option of a one-stop shop service. packaging, chinaware, textiles, glassware, Manich says: “We don’t plan to wait for amenity kits, galley equipment, stainless the customer to come to us, our goal is to steel and comfort equipment. It supplies anticipate the changing demands of the all Newrest’s catering consumables, passenger and offer new packaging design and and exciting solutions development and to meet that demand. handling services. Key to this will be our Manich adds: “One of technology solutions It is in the TRE³ DNA the key benefits of the which we will use in group’s structure is that to conquer every creative ways to support our travel retail division challenge with a new initiatives and can negotiate more positive attitude efficiency.” strongly in the market TRE3 is already and hence offer more advising on, defining and competitive prices to customers. It is in the implementing new sales TRE3 DNA to conquer every challenge with concepts for retail onboard, a positive attitude, aptitude, ambition and supporting airline BoB product skills." management, sales analysis, crew Newrest sees TRE3 as the answer to future training, marketing, digital delivery, challenges, and TRE3 is determined to be media and POS tools. just that.” •

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Cruise companies can learn from creative airlines suppliers James McIntyre, procurement director, MSC Cruise tells us why suppliers are key to cruising

he cruise market is experiencing huge growth, especially due to the broadening demographic range of its guests. Younger travellers are embracing cruise more than ever so we have a new group of passengers with different expectations to satisfy. Cruise Lines International Associationâ&#x20AC;&#x2122;s (CLIA) annual market report, showed more than 25.8 million passengers were expected to sail in 2017, a strong surge from 15.8 million just 10 years ago. Following investment of more than $6.8 billion in new ocean vessels this year, there are more ships on offer too. Cruise lines have to adapt and enhance the guest experience to maintain a competitive advantage. And at the same time, there is increased scope for product differentiation, enabling distinct brand characteristics to be channeled through the products and services offered whether it is through the architecture of the ships, the cabin

interior design or the food and beverage offering. In terms of specific passenger experience trends, the three key ones are: personalisation â&#x20AC;&#x201C; whether this be through products or experiences; pampered luxury through exceeding expectations (attention to the small details can make a big impression) and connectivity.

Staying on trend There is a lot of competition in the travel space therefore in the same way that hotels and airlines adapt to demands, we must too. Connectivity has been a major factor in recent years, enabling guests to have seamless experiences through mobile devices, whether for booking excursions and meal reservations or getting destination advice.

To stay on trend we take inspiration from influences around us; from hotels and spas to fine dining restaurants and theatres, and have an enhanced focus on global procurement so we can expand our product development and sourcing scope. As the industry continues to grow there is going to be an increasing need to differentiate and enhance guest comfort and the challenge of managing passenger comfort grows in scale and complexity. We must be sure that we source the products from the right suppliers, ensuring ethical sourcing, optimum commercial terms, fit for purpose specifications and lean supply. One of the best ways of doing this is to through new and interesting suppliers with shows like the WTCE particularly useful. â&#x20AC;˘

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onboard retail

Downunder Onboard retail is evolving differently around the globe. Here Nik Loukas looks at how Australian carriers are adapting to buy-on-board trends

here are four key airlines operating in the Australian market and each has a different view of what inflight retail means to them. They are all offering some well thought out products and services designed to suit their particular customers. Interestingly Qantas and Virgin Australia have taken very different approaches with the first abandoning inflight retail altogether while the second has invested heavily in retail technology to build its service. Inflight retail is now a necessity for most low cost carriers and this is certainly the case for Tigerair (Virgin Australia Holdings) and Jetstar Airways (Qantas Group).

In 2017 Australian consumers spent over $32bn and a newcomer to the market, Amazon, is shaking things up with its impressive operational and marketing might. Its arrival downunder is believed to have played into the Qantas decision to discontinue inflight sales since January this year. That and the fact that duty free inflight sales (facilitated by Alpha) had been declining progressively for the last 10 years. Qantas has however been working on a new online shopping concept - the Qantas Online Mall. An online marketplace which launched back in 2014 with only a handful of retailers, today this site features over 84 retailers from around the globe. Qantasâ&#x20AC;&#x2122; frequent

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flyers can earn up to five frequent flyer points per $1 spent for simply shopping online at some of Australia’s biggest retailers. And there are partnerships with eBay, Net a Porter, Adidas, ASOS, Bloomingdales, Macy's and more which give passengers further advantages.

Tech support At Virgin Australia the evolving retail product has come through a partnership with Retail inMotion to equip cabin crew with the latest inflight sales technology. The airline launched the new programme in July last year to coincide with new flights to Hong Kong, and then extended it to flights operating to Los Angeles. The crew use an iPad Mini inflight to process sales through an app and Damon Stanton, general manager inflight catering at Virgin Australia, explains: “The app is very simple to use, is visual and requires very little

training time as it’s super intuitive. This means the crew has been able to adapt to using it very easily." Virgin Australia offers free snacks and/or meals on all flights but also offers a buy-on-board menu called The Menu on domestic and international short haul flights. The Menu offers a range of ambient and fresh snacks for purchase and Stanton says: “This helps to create choice for our guests and allows them to purchase something more substantial if they wish. We know that some of our guests fly during lunch time and have back-to-back meetings when they land. Having this choice means they can purchase onboard and hit the ground running with a full stomach when they land.” The most popular items sold currently are cheese and crackers, and wine which when sold together retail for $11 as a combination sales deal.

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Pre-order choice with its Proggy award. Tigerair Australia has expanded its inflght retail A spokesman for PETA says: ''Cruelty-free culture offering immensely since beginning operations in has taken off in Australia, and we applaud Jetstar 2007. Today the airline offers passengers the chance for listening to its vegan customers.'' The group to pre-order a range of meals and has an extensive also applauded Jetstar for being the first airline in inflight retail programme covering food, drinks and Australia to offer a wide range of vegan products merchandise. The most popular items sold from the that are available to buy inflight, rather than having retail programme are a cuddly toy, Toby the Tiger, to be pre-ordered online. and the airlineâ&#x20AC;&#x2122;s A320 & 737 model aircraft. The airline's new menu choices include instant For Breanna Jackson, commercial coordinator at Zen Garden noodles, various salads from popular Tigerair, the focus is on ensuring the cabin crew salad retailer SumoSalad, marinated olives and have sufficient training and sesame snacks. The products information to sell well. range in price from $5 up to She says: ''We host a pre $10. Since February this year menu launch tasting day at Building business through these meal options have also each base, inviting crew to been rolled out on Jetstar inflight and connected preview and taste test the domestic Australian flights. retail activities is key in offer. This helps crew better Jetstar follows a similar this intensely understand the products so model to Tigerair with the competitive market they can assist our customers majority of their inflight retail as they make their inflight offering geared towards menu choices.'' younger passengers with offerings such as plush Recent additions to the menu that have become toys, kids activity packs, kids top sellers include: a up-market ham and cheese meals and model aircraft. It also toastie, Tempus Two sparkling wine, bite size offers customers a 10% discount chicken and chips and (topping the list for the most off food and beverages inflight popular pre-ordered option) butter chicken served if they pay with a branded on a bed of green pea studded basmati rice, dahl Jetstar Mastercard. masala and sweet mango chutney. As the Australian aviation market continues to navigate Responding to trends some intensely competitive In December last year Jetstar Australia launched a times, clearly the need to range of new vegan-friendly meals in collaboration build what business they with PETA (People for the Ethical Treatment of can through inflight and Animals) on international flights. PETA crowned connected retail activities Jetstar the most vegan-friendly airline in Australia will continue. â&#x20AC;˘

Above L-R: Some retail options from Jetstar; options from The Menu on Virgin Australia Below: Croque Monsieur served on Tigerair

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156 / HOW TO...

How to...

up your online retail Airlines are facing an increasingly competitive online retail marketplace. ECR explains how its MPOS devices and software can help boost sales. KEY CHALLENGES In a world where orders are placed on the move, apps offer instant, one-step purchasing and the variety of products on offer for all budgets is vast, airlines need to get multiple factors right to drive sales. Demand is dependent on factors such as length of flight and passenger profiles. A universal product range cannot be broad enough to cover all variables, yet failing to meet demand will see passengers spend elsewhere. CAPITALISING ON SALES ECR’s MPOS devices and software offer airlines multiple functionality enabling them to develop sales and customer service opportunities. ECR Retail Systems’ head of sales, Mark Simpson says: “Our AirPoS software has been designed with a sophisticated stock management functionality tailored to each airline and using complex data to determine trends, demand and monitor sales performances down to time and location, allowing airlines to determine which and how many products to supply.” WHAT'S UNIQUE ABOUT ECR? ECR’s AirPoS works to deliver data vital for CRM and passenger profiles based on purchasing preferences, history, interests and other shared information. “Airlines have the unique advantage of knowing precisely who will be boarding each flight prior to departure, and this is where ECR can help make this information even more valuable,” adds Simpson. Each installation is customised to the airline, and is designed and developed in-house.

FACT FILE ECR’s software began life in ‘mobile form’, and has been designed with every potential aspect of managing sales, stock, crew and money, on mobile. ECR has designed and manufactured its own hardware, the

ECRGo2, an all-in-one, contactless enabled device with tabletstyle touchscreen. ECR Retail Systems launched an inflight destination attraction ticketing service to the airline industry. It is available through ECR's MPoS technology.

INTERGRATING ECR SYSTEMS The system is designed to run on the ECRGo2, a fully-certified, all-in-one contactless, handheld mobile point of sale (MPoS) device for the airline industry. This and future terminals accept most known payment types, including contactless and mobile wallet, chip and pin, and swipe. Simpson says: “ECR has carried out deployments integrating with logistics, CRM and BI systems.” GET ECR TECHNOLOGY ONBOARD An installation can be carried out and completed inside eight weeks. ECR begins by researching, alongside the airline, how operations are carried out to pinpoint any areas for improvement. “Working together, we define dates for training sessions, write a dedicated wiki guide and deliver the hardware. We usually install onsite, but remote is possible”, says Simpson.

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COMPETITION / 157

WIN a Mobile Point of Sale System from ECR Airline readers! You can win a trial mobile point of sale (MPOS) system for six months, comprising several ECRGo2 MPoS devices from ECR. As a global leader in MPoS payment technology, ECR is working towards modernising the onboard experience for crew and passengers alike and growing new revenue streams. The system can be used on as many aircraft as you wish and includes ECR’s Airline Airpos software and logistics interfaces, as well as free support from ECR for six months. The offer is valued at about £50k-£60k for the trial period. The winning airline will receive six ECRGo2 MPOS devices, which the airline will fully own permanently, implementation, logistics interface and support from ECR.

Once the six months is up, it’s your decision if you want to continue with ECR's support, stop using it or continue using the devices without ECR support. The ECRGo2 is a fully certified, all-inone contactless MPoS device proven to increase revenue and improve efficiency. FEATURES

Web-enabled Secure Barcode reader Card reader (pin entry) Mobile wallet options Chip and pin 5-inch capacitive touchscreen Onboard thermal silent printer  PCI and EMV Level 1&2 certified

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Listen to your customers, they will tell you what the data can’t Last year British Airways hit the headlines with its M&S buy-onboard programme. Hamish McVey, head of brands and marketing, looks back a year on

ustomer feedback has always been of the upmost importance to British Airways and a key, reoccurring concern was the food offering on our short-haul flights. To address this we decided to partner with Marks & Spencer - another great British brand renowned for its quality - to deliver the best food on the go we could and ensure our customers now get far more choice. With a wide range of options including vegetarian, glutenfree and healthy alternatives available, passengers can choose exactly what they want, assured that everything is fresh, responsibly sourced and selected for great flavour at high altitudes. As all choices are under £5, passengers are still getting good value for money.

Embracing change Initially we did experience some nervousness about the change from

certain quarters, however our extensive analysis exploring customer trends and behaviours suggested the change was something passengers would ultimately embrace. The data showing the true response could of course only be gathered once M&S On Board was flying. Once we were able to assess buying behaviours right across our network, we could ensure the offer worked for all customers and we adjusted what was loaded on each individual flight to ensure demand was closely met.

Delivering quality We change the menu three-times a year to reflect M&S’s seasonal calendar and introduce new products frequently. It’s quick and easy for passengers to pay and

regular fliers can use their Avios points. We chose Tourvest as our retail technology partner as it already delivers our inflight logistics. We needed a company that was familiar with the scale and complexity of our operation and was capable of delivering the service.

Environmental benefits We’re now able to carefully monitor usage and ensure we supply the right volumes to each flight. Monitoring the data also prevents the excessive food and packaging waste we experienced with the complimentary meals. We continue to monitor every flight to ensure we’re supplying products that suit the time of day, customer profile and feedback we receive. •

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Child's play PLANE SAILING The bestselling product for kids on easyJet is an easyJetbranded toy plane. The toy lights up and makes sounds. A pull-back action gets it moving at two speeds and it is sold with two batteries. It is suitable for children from the age of three. easyjet.com

Pester power often works to maximum effect in the confined space of the aircraft cabin. Benjamin Coren discovers some top-sellers THIRST QUENCHER currently seeing success in kids' onboard retail Robinsons Fruit Shoot is among the onboard beverages that have become a family staple. Apple & Blackcurrant, for example, is the top seller on Ryanair. It has no artificial colours or flavourings, no added sugar but comes with added vitamins. It has a resealable cap which helps avoid spills onboard too. ryanair.com

ACTIVE FUN

DOG DELIGHT Kids flying with leisure carriers TUI and Thomas Cook are charmed by the appeal of Itty Bitty Boo in a Bear Suit and the Boo Plush Toy Monsteroo. A pomeranian plush toy, Boo is marketed as "your friend for life." In the real world, Boo is a celebrity dog with a huge Facebook following and has been branded 'the world's cutest dog'. tui.co.uk thomascook.com

For active play onboard, retail kids kits are imaginative and fun and usually focus on familiar children's characters. Jet2, for example, offers a large Minions Surprise bag, packed with games, novelties and 29g of confectionery, all themed around the popular Minions characters from the film franchise Despicable Me. jet2.com

BEAR ESSENTIALS The cute and cuddly Flying Start Bear is a top-seller with British Airways, priced at £10. At least £3.50 from every bear sold is donated to Flying Start - British Airways' corporate charity partnership with Comic Relief. Walkie-talkie watches are also a popular retail choice onboard, priced at £35 for a set of two. britishairways.com

SNACK ATTACK Combining popular colouring activities with a snacking treat for onboard, the Scribbles & Nibbles pack was specifically designed by En-Route for onboard retail. The pack includes snacks, crayons, an activity booklet and pop-out 3D toy. en-route.com

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OPINION / 161

Roger Williams

Rail solutions Roger Williams, chairman of the International Rail Catering Group and consultant with The Catering Explorer, discovers the power of brands to boost onboard catering sales

Despite the success of high street branded station outlets at attracting customers to buy before boarding, virtually all onboard café bars and trolleys across Europe remain unbranded. Instead they use a combination of individually branded products as part of a wider range but without any overarching catering identity. This approach means trains don't compete on equal terms and my challenge to caterers is: bring in suitable partners and ramp up the competition. Experience shows that selling is as much about people as products. The best products, with the best presentation will be ineffective number of operators in Europe such as DB, if the crew is not engaged or trained to SBB and VR. This is mainly for societal reasons, sell. Our members continually look to find but cost management is difficult and revenues technical solutions to offer more choice and variable. Elsewhere about 50% of meals are use of onboard services. now pre-prepared in Pre-purchase systems for production kitchens, meals are often via a link delivered in modules The best products, with and served on trays to from the train operator’s the best presentation website, and a few ‘buy at customers at seat. I think seat’ apps have also been will be ineffective if the this trend will continue as developed, such as in it means more customers crew is not trained Czech Republic by JLV and per train can be served, in Poland by WARS. and costs can be included in the ticket price. However, there is potential for more intuitive In the modern high-speed rail environment engagement on catering, as done for ticketing caterers need to provide ever-greater flexibility, and scheduling information. The pace of to manage events and disruptions too. Whether development in Europe is a worry, especially it’s a last minute change of train, engineering with high-speed train journeys diminishing or increases in passenger numbers, having the service times, and on busy services where right structure with all services under one roof customers don't want to leave their seats.The gives added protection to operators and enables more traditional style retail restaurant cars continual improvements in cost and operations. are still used by a surprising The growing popularity of ethnic taste profiles such as tapas, Asian fusion, sushi and Mexican food suggests onboard menus could reflect more adventurous recipes and ingredients, especially in café bar retailing which has been restricted to pre-packed sandwiches for years. •

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162 / CRUISING REVENUES

Easy money

Cruise lines have mastered the art of effortlessly tapping their ‘all-inclusive’ clients for more cash. Roger Williams discovers just how easy their ancillary revenue ideas make it to spend more than you may have bargained for…

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CRUISING REVENUES / 163

t’s easy to lose track of things when you’re cruising. You lose track of time, of the amount you’ve eaten and, not least, of the amount you've spent! You feel like it’s all inclusive but as paradise calls, anyone with half an eye to onboard hospitality issues soon sees there is money to be made from cruise passengers, and a wealth of ancilliary revenue opportunities. Stepping onto our balcony at dawn, we’re immediately immersed in the sights and sounds of Pointe-à-Pitre, Guadaloupe, the first of many destinations, where taxis on shore stand ready to take us sightseeing. Captain Robert Camby’s 7.30am announcement informs us that Azura is safely docked, so it’s down for breakfast and into the day – to navigate our way through the many additional revenue earners the cruise line employs...

Excursions The excursions office is already bustling with guests reserving last-minute trips, despite weekly emails endorsing advance booking. Heavy hints that booking through P&O ensures the ship won’t sail without you seem to resonate with the riskaverse age profile (average 65), and with over 3000 potential day-trippers, it’s an opportunity that Azura’s daily magazine and presentations help drive.

Cashless society With a personal charge card for every passenger, there’s no cash onboard, as EPOS is used for drinks in all 19 bars and restaurants, and guest accounts are updated in real time. Handy, but potentially dangerous for those passengers who underestimate the late evening cocktail bar bill! For those with a big appetite the good news is there is unlimited food for free, but if you want wine at dinner every night you are encouraged to order a drinks package. Likewise, there are ice cream and soft drinks packages, although several people I met who had ordered these – thinking they’d be best value - didn’t actually use up their full allowance. The ship also profits from foreign currency exchange with rates higher than at home or ashore.

Shopping Nicely appointed tax-free shops grace the atrium, offering Hilfiger, Pandora and other brands. To avoid week-two shopper fatigue, some offer ‘sale’ reductions and give talks about their products such as Tag-Heuer onboardhospitality.com

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164 / CRUISING REVENUES

another revenue stream for the ship. You may also pay roaming charges from your operator.

Fine dining, wines and cocktails For those seeking something special, Azura’s top culinary restaurants apply additional cover charges. For £20 extra, each, Atol Kucher’s Sindhu offers the finest Indian cuisine, and Epicurian inspires with molecular gastronomy at around £40. Olly Smith’s celebrity wines at the Glass House bar also attracts additional spending, whilst in the main restaurants most of the wines were only by the bottle – starting at around £20 up to hundreds depending on the vintage. A small glass of one of the cheaper wines was around £5 – large around £7. Cocktails of the Day were advertised in the ship’s daily magazines – my favourite was Strawberry Daiquiri but at £8 a go it’s an expensive (allbeit lush) tipple and clearly these were good sellers. Above: Azura Below & opposite: Opportunities to spend at the Costa Coffee franchise and Atol Kucher’s Sindhu Restaurant

watches. Tax-free tags add to the sales message but of course don’t necessarily mean the items are cheap.

Pictures & photos For arty types, Whitewall Galleries displays paintings for home delivery or collection at one of 40 UK galleries. And with four black-tie events, including the Captain’s Gala, photographers who capture that ‘unforgettable’ moment do a good trade with single photos from £10, or books for significantly more, available from the 24/7 digital ordering booths.

Franchise connections Recognising the demand for coffee, P&O partners with Costa Coffee to deliver a high street café experience and at a similar price. With all the style of your local branch, including fresh croissants and pastries made onboard, it also doubles as a bar in the evenings.

Pampering To many, the sheer luxury of being pampered in a spa is not an every day occurrence, but on the ship there is ample opportunity to upgrade your health and beauty regime and get some help winding down. Another opportunity to increase passenger spend, Azura’s Oasis Spa offers everything from facial rejuvenation right through to a full massage and acupuncture treatment. There is also the ‘Retreat’ area for adults only which can be booked for a further fee.

Special occasions During the cruise’s sea days, Captain Camby married several couples and many others renewed marriage

Internet Many travellers (including the older ones) yearn for wifi access and, although in ports it’s often free, there’s a demand onboard, especially during seadays. Daily charges starting from £12 a day mean it’s onboardhospitality.com

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INNOVATIVE.

INTELLIGENT. vows through him. A wonderful experience no doubt, with options for all the usual wedding event management - having your own wedding organiser, hiring rooms or bars for private use, right through to special meals, cakes, Champagne, flowers and choosing the right view for your photographs by a ship photographer. Of course, if you want to invite more than a couple of guests it can get a bit expensive, but hopefully it’s only the once so the more the merrier, right? The cruise companies certainly hope so.

Free money Cruise lines have a great understanding of how to gain additional income from what many guests perceive as an all-inclusive type holiday, and they feed this customer psyche with one more trick. Included in the cost, no doubt, but offered as an incentive to travel, is 'free' onboard spending money, variously offered between £0 right up to £400 each, and it's linked to the demand for bookings. All in all, the cruise experience is really great but paradise comes at a cost and that certainly got me thinking: perhaps some of these at least are transferable ideas for air and rail? •

INTUITIVE.

SEARCH...Technology

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166 / TECH UPDATE

Onboard Entertainment & Connectivity

Let's talk tech

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TECH SOLUTIONS Read insights and innovations from Immfly, Bluebox Aviation, Passengera, P3 and more in the new Onboard Entertainment and Connectivity.

MANY HAPPY RETURNS Airlines are hunting for ways to turn investment in technology into revenue returns. Experts from SITAONAIR, Global Eagle Entertainment and Spafax share tips and advice on how tech trends and gathered data can be used. Paul Colley of Spafax says: "Data is currency. Today's consumer understands its value and expects something valuable in return for sharing it". Follow the full debate in Onboard Entertainment and Connectivity.

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nboard Hospitality has launched its latest Onboard Entertainment & Connectivity supplement, distributed with this issue at AIX Expo and the Passenger Technology Solutions in Hamburg, and online. This edition includes news, views and features on monetising investment, blockchain, onboard wifi, portable IFE solutions and chatbots.

FRESH CONTENT From developments in 3D cinema, virtual maps and wellbeing to e-commerce and targeted, personalised advertising opportunities, there is so much more to onboard systems than music and movies. Explore the latest content developments onboard in the newest edition of our Onboard Entertainment and Connectivity supplement.

PASSENGER TECHNOLOGY SOLUTIONS The Onboard Hospitality team is making a date with the new Passenger Technology Solutions event in Hamburg. Set to showcase new technology partners and products, and running alongside the AIX and WTCE Expos. Find out more about the event, previewed in our Onboard Entertainment and Connectivity supplement.

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TECH UPDATE / 167

Make connections SEARCH...Technology TALKING CHATBOTS Chatbots are said to change the way passengers interact with businesses. These smart pieces of software may be key to providing hassle-free travel and an enhanced passenger experience. They provide relevant, up-to-date and contextualised information to the end user and a way to communicate with your client. Discover for in Onboard Entertainment and Connectivity.

UNBLOCKING BLOCKCHAINS The world of blockchain technology is complex but could be vital for your business. Find out how it can work for you in Onboard Entertainment and Connectivity.

With just one click

ONBOARD FINDER onboardhospitality.com/finder

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OPINION / 169

Using tech to deliver on service

Data delivery There is no point gathering digital data unless you have ways to use it to improve the passenger experience. Rob Britton spots the snags and offers some solutions to leveraging your data

Much of the buzz at industry events and conferences is about leveraging data and technology to personalise passengers’ journeys, and thus improve the customer experience. Those of us who have been around awhile know this is not a new idea. Ever since American Airlines invented the loyalty programme immediately after U.S. domestic deregulation in 1978, airline marketers have understood the potential to use customer data in service delivery. Historically, however, loyalty programmes have focused far more on the reward – upgrades and the free ticket after flying X miles – rather than recognition. This despite ample customer feedback showing recognise top travellers. that being made to feel special at airports and Faced with these realities of compliance and aloft was often as or more important than the consistency, many carriers have turned their perks – or as my former attention to service neighbour Tim, who flew improvements that First Class at least every don’t require human Many carriers have week, often told me, “Rob, interaction. Several turned their attention to pioneers now deliver I’ve got a zillion miles, but no one seems to care a customer welcome service improvements about that when I fly.” that don't require human to the seat back screen For years, the apparent by linking their CRM interaction large impediment was (customer relationship unlinked information systems; airlines were early management) database with their IFE system. investors in IT, and often the real-time passenger And two other advances are noteworthy. system did not “talk to” so-called offline systems First, linking CRM info with the real-time like the customer database. That barrier has now passenger system enables behind-the-scenes been solved at most bigger carriers. service improvements. For example, airlines However, two greater challenges remain. can automatically rebook passengers off a One is compliance and cooperation from cancelled flight, giving first priority (e.g., a seat cabin crew. We often forget that these on the next flight) to top customers. Second, are essentially unsupervised unbundling the service elements in a ticket workforces. enables airlines to reward their best customers The second by selectively offering elements like extra challenge is legroom and free checked bags based on consistency: profitability or status in the programme. This getting every has been win-win for airlines and their frequent cabin crew on flyers, who get a tangible, often on-the-spot every flight to reward for their patronage. •

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170 / HOW TO...

How to...

personalise tech HR and customer services expert Linda Moir (formerly director of inflight services at Virgin Atlantic) explains how to lift your digital and customer service game FIND YOUR PERSONALITY The world of customer service has changed and the growth of digital platforms has fundamentally shifted customer service but for all organisations, even those only available digitally, personality is still so important. EXPRESS YOURSELF Some businesses do this better than others. When I was at Virgin, our service mantra was 'Brilliant Basics, Magic Touches' and this is even more applicable today, with the growth of social media and digital platforms. The platforms have to work - that’s in the 'Brilliant Basics' but the 'Magic Touches' are the ways a business projects personality and flair. When you look on the Virgin website, for example, the first thing you see when you log in as a frequent flyer is the big “Hello Gorgeous”. Now, that’s personality. EMPOWER PEOPLE Magic Touches can often cost nothing. They are little things, little interactions between staff and customers and the best ideas for these come from people who love their jobs. FEEL THE LOVE It sounds simple but somehow, something happens in organisations that blocks this kind of thing. It’s now called employee engagement, but I call it loving your job. And I use the word love on purpose because I think there’s a difference between liking your job, doing a good job, following the rules,

Good mo rn Benjamin ing, !

Where wo u like to go ld you today?

doing what the book says and loving your job, which is doing the right thing but not necessarily what the book says is the right thing. The secret to this is not the people at the top of the organisation but how supervisors help others to do their job well.

FACT FILE Linda is available through Speakers Corner which offers keynote speakers, event facilitators, and corporate entertainment speakerscorner.co.uk She also headed up the London 2012 volunteer

programme, the Games Makers, helping to deliver an incredibly successful Olympic and Paralympic Games. As Virgin Atlantic’s director of inflight services, Linda was responsible for ‘making flying fun’

BEWARE THE FEEDBACK FRENZY Organisations love to ask for feedback and that whole business of measuring net promoter scores has become a big industry. My fear is that organisations stop caring about the customer and just care about the scores. Beware of that, I think it really shows. BE YOURSELF My top tip is to note how you are inside the organisation, the way you behave with each other, the culture. That’s exactly what your customers see. You can’t be something to your customers that you’re not to yourselves. Simple. •

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IN CONVERSATION WITH... / 171

KIDS NOW SEE THE WORLD IN 4D SO WE HAVE TO SPEAK THEIR LANGUAGE Emirates claimed a world first with its plush toy giveaway with integrated AR technology. Buzz director Leonard Hamersfeld explains how it came about

urrent digital trends are all about virtual reality (VR), augmented reality (AR), robotics and coding. They also tell us that kids will co-create their worlds, their education and their entertainment and that both parents and kids respond positively to technological toys when they are created in a meaningful, educational and fun way. At Buzz we specialise in customdesigned characters and brand collaborations for airlines with the world's most popular children’s licenses, and increasingly technology is being seen as part of a child’s world.

Kids see the world in 4D now so we have to speak their language. Using AR gives us a medium with which to enhance the physical experience of onboard toys.

Innovation for kids We are committed to enhancing the kids' experience with digital integration and innovative technology and worked closely with Emirates on its Polar Bear AR concept which launched over the festive season as an extension of the airline's already successful kids programme. Kids travelling with the airline received a special Noel the Polar Bear dangler and a plush travel buddy with a blanket. In a few simple steps, the gift card attached to the bear digitally unfolded to show a 3D AR animation clip. Kids could then watch the animated story about Noel and his friendly family.

Tangible tech A tangible product will always come first but technology can enhance the onboard experience – whether it's bringing a soft toy to life or teaching kids about the world in an interactive way. Connected kids are well versed at navigating technology and its use now is all about enhancing the inflight product.

An integrated future Technology changes quickly and new opportunities are developing all the time, so in this area it’s all about staying in the loop with the latest products and launches. We’re incredibly excited about the next phase of digitally integrated products which we are working on, including further initiatives in the AR and VR onboard product range. •

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172 / FOCUS ON

Wearables get smart The development of smart-device wearables is set to impact on passenger wellbeing, Richard Williams discovers how

he popularity of smart wearables is on the rise. Passengers are already using smart watch functions for their boarding passes and flight info, and they have potential to aid onboard health, giving personalised travel tips and jetlag recovery schedules. Gregory Ouillon, cto SITAONAIR, says: “It is important to distinguish between what the Internet of Things (IoT) could bring and what will be offered through passengerowned wearables.” For IoT, he sees new interactions with the cabin allowing passengers to control their seats, lighting and temperature from their personal devices, perhaps with pre-set preferences. Further advances may see connected technologies that sense body temperature, heart rate, sweat and alertness, and proactively propose wellbeing programmes to passengers, based on their journey and personal condition, or even anticipate health conditions and take appropriate measures. Ouillon adds: “For passenger wearables, we need to assume passengers will own and manage their app and service ecosystem around their preferred wearables brand. The opportunity will therefore be how to present applications and content that they can download or

access before they fly, for wellbeing authority-approved certificate to use them programmes, remote health assistance, onboard - a perfect combination for fast crew interaction, cabin control, IFE control, adoption by airlines. and so on." Smart devices can also support onboard For crew, the potential telemedicine, using is different again. He the IFC system to share says: "Airlines can govern photos and videos so the devices and apps remote doctors give Fitness wearables used to support health precise treatment advice will feature health onboard. controls and health advice for air regulation compliance, Paul Colley, vp travellers monitor safety hazards, software development, passenger and cabin Spafax, adds: “There interaction, and offer real-time information has been some buzz around biometric and disruption management.“ technology for passenger health and He explains that the development of wellbeing (hydration monitoring, etc.). these smart devices relating to health Finger printing and facial recognition are and wellbeing is just at its beginning, and increasingly being integrated into the those recently introduced to the market boarding procedures too. Fitness wearable are small, light and intuitive. Most of them brands are likely to evolve to include can be carried in small boxes and swapped more sophisticated features that relate from one aircraft to the other, removing specifically to health and wellbeing the obligation to obtain an aviation during air travel.” •

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OPINION / 173

Using data

digital dilemmas Carolyn Childs is strategist for MyTravelResearch.com, providing insights that are actionable. Here she discusses how digital insights can be used to enhance the customer experience

In the age of the experience economy the quality of every customer interaction builds customer loyalty and advocacy, and both are closely aligned to profits. Big data and the increasing use of technology enable brands to understand their customers better – often better than they understand themselves. With embedded cookies tracking clicks online, brands have the opportunity to be very forensic and holistic in eliminating ‘friction points’, and relentless in identifying their customer's emotive and practical needs as they search online with their credit cards at the ready. Implicit in the customer experience is a silent were safe. That’s why Facebook, Google, What’s plea: “Know me and what I want before I want App, Twitter and the like command such loyalty it.” It seems that privacy – they meet our needs at intrusion is a trade off home or on the road. most customers are Travellers also Privacy intrusion is a willing to accept for a wanted the right more tailored experience. trade off most customers recommendations But not all. Research are willing to accept for a through the right by Amadeus shows that channels at the right more tailored 64% of travellers in Asia experience. But not all. time, be it by email, chat Pacific are open to sharing or social media. If brands their information, especially Indonesians (80%). surprise and delight them then loyalty is more However, 69% of Japanese are not. likely. However, 14% of travellers in the research In its research entitled 'The said no travel service provider ever exceeded Journey of Me' (very millennial), their expectations. Only hotels at 24% or Amadeus found that the top booking sites at 23% were likely to delight. sources of influence were online The key takeaway is: if you want loyalty look at travel sites, friends, family, work the customer experience holistically, identify any colleagues and reviews. friction points and aim to remove them. The research found that According to Harvard Business Review, there is travellers had three a clear statistical correlation between this kind of emotive and practical holistic approach and financial growth. Evidence needs while on the road: shows customers on a frictionless path become accessing maps and advocates for the brand through social media location info, sharing and word of mouth too. pictures with family So, take a deep breath. Be brutally honest and friends, and about your customer experience and start letting people making changes. Greater loyalty and higher know they profits should then be just a step away. •

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New for 2018 Passenger Technology Solutions

10–12 April 2018 Hamburg Messe, Germany

passengertechnologysolutions.com

Attend the leading global event for travel catering, onboard retail and passenger comfort… Don’t miss the opportunity to source the latest products and services from over 350 international suppliers. Network with 3,700 onboard professionals including 800 airline and rail buyers and be inspired by thought provoking presentations and demonstrations.

Download the

WTCE App

worldtravelcateringexpo.com/app

worldtravelcateringexpo.com/register Co-Located with:

Passenger Technology Solutions

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Organised by:

10–12 April 2018 Hamburg Messe, Germany

18/01/2018 16:28 3/20/18 10:38 AM

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FOCUS ON / 175

Experimental tech Tech curious Air New Zealand has trialled robots, augmented reality and Google Pixel Buds, Laura Gelder finds out why

his year Air New Zealand became one of the first corporates in the world to trial Google’s wireless Bluetooth Pixel Buds headphones as a customer service tool. The headphones enable live translation of 40 languages via Google’s Pixel handset. The trials were conducted behind the scenes to explore how the technology could work in the check-in and inflight environments but will not be used just yet as they require wifi access which is yet to be introduced across the fleet. Perhaps they’re slightly ahead of themselves? But it's "an interesting technology for us to play and experiment with" insists ANZ's chief digital officer Avi Golan. "This is part of a wider approach where we’re looking at a range of new technologies to see how these can help to enhance the experience we offer our customers and the way we work – in this increasingly digital world our customers expect us to provide a fast, personalised experience so it’s crucial we embrace tech solutions and collaborating with like-minded partners helps.” Last year the airline partnered with

CommBank in a five-day experiment of one tech success story: chatbot utilising Chip CANdroid, the bank's social Oscar, who is currently having 1,000 humanoid robot, which interacted with conversations a day on average. Golan and assisted its customers checking in claims the ANZ bot has his own unique and at the gate. tone and personality: "We've spent It also worked with IT provider considerable time developing Oscar Dimension Data on in-house rather than unique software for purchasing an off-theMicrosoft's augmented shelf bot more likely to We’re looking at reality (AR) viewer specialise in a smaller new technologies number of topics and HoloLens. This could support cabin crew more challenging to to enhance the by aggregating and experience we offer customise.” displaying key customer Oscar was recently information such as preferred meal introduced to customers in Australia as and drinks choice, onward travel plans well as to users of the airline's mobile app and loyalty details. It can also detect and has now integrated the technology passenger emotions by picking up on that powers him with in-home digital visual and audio cues. assistants like Google Home and Amazon Golan says the airline has fostered a Alexa. There are further plans for Oscar, strong culture of experimentation and it is including integration with other chat keen to see which will stick. platforms and additional self-service This year marked the first birthday functionality. •

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176 / MENTORING NETWORK

The Onboard Hospitality Mentoring Network is an industry collaboration seeking to drive professional and entrepreneurial development and nurture young talent

We're investing in you… As part of the 2018 Onboard Hospitality Awards we are offering two valuable mentoring grants supporting and recognising professional development within our sector. The grants are open to all entrants in the Awards and the winners of our BreakThrough Prize AND Leadership Recognition Prize will be announced on April 9, in Hamburg and online, and feature in the next issue of Onboard Hospitality.

WE are pleased to introduce our first six volunteer mentors standing by to support the Onboard Hospitality Mentoring Network initiatives, championing young talent in collaboration with Oxford Brookes University, and supporting those entering and progressing through the onboard hospitality sector.

MEET THE MENTORS

For your first chance to receive expert advice from our Mentoring Panel, join us at the Taste of Travel Theatre during WTCE, Hamburg, on Thursday April 12 when they will be sharing their expert advice and available for questions at the Ask An Expert session at 2.30pm.

Mike Pooley With 40 years experience of the onboard sector, Mike had a long career with gategroup and now supports developing SMEs.

Beat Ehlers

Mentoring Network Grants

Currently ceo of RG (formerly Rail Gourmet) Beat has spent 35 years in the global hospitality and travel industry worldwide.

Lance Hayward Lance is the founder of The Hayward Partnership – independent experts providing management consultancy and interim management services to the catering and retail sector.

Marc Warde A trained chef, Marc has been culinary director for Alpha LSG and now runs his own special meals manufacturing business and London’s first gluten-free restaurant, Niche.

Roger Williams Roger has particular expertise in rail catering having worked for both RG, Irish Rail and Avecra Finland. He is chairman of the International Rail Catering Group.

SheelaghMahoney Head of commercial strategy for Portfolio Partners, Sheelagh has 25 years experience of travel and hospitality, previously with Cathay Pacific; Eurostar and EasyJet.

MORE INFO: onboardhospitality.com/mentoring

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The Mentor: Mike Pooley

As a mentor you have to be objective, get to know the mentee and balance offering support with listening to their motivations and aspirations. Chris was a very keen chef and we worked on broadening his skill set and balancing his paid work / study ratios to ensure he gained good experience without jeopardising his exam results. I got to know his lifestyle and interests and tried to support his aspirations. My aim was to give clear and objective advice on what companies are looking for, which relevant sectors are thriving and what they are looking for in their employees. I tried to show Chris how to prepare and apply for roles, suggested interview techniques and reviewed his CV, plus sharing my own global employment experience and connections. I have found mentoring to be a mutually rewarding process and with Chris it led to a longer term connection. Helping to steer his career direction and then seeing him climb the job ladder has been a real pleasure and given me a real sense of achievement.

The Mentee: Chris Wagstaff

Mentoring in action

Having Mike as a Mentor was invaluable. He helped me understand work/life balance and opened my mind to chef roles I had never previously known about, such as in product development, airline catering and onboard hospitality. I was very keen to work in Asia and Mike’s personal experience and knowledge of that region were very instrumental in my gaining my first job - a six month placement in China. Mike helped me recognise and develop my transferable skills and not just limit myself to the kitchen. I hadn’t thought of this and it broadened my employment opportunities. The kitchen taught me time management, working under pressure, multi-tasking and communication skills – Mike showed me these were skills suited to many other sectors of the industry. I found the whole process very helpful and enlightening. It also helped build my confidence. Beyond university Mike has supported my decisions and answered questions that hadn’t even entered my mind during the mentoring process.

Mike Pooley began mentoring Chris Wagstaff while he was at Oxford Brookes University. He has sinced worked in China and the UK and is preparing to open his own restaurant. Here they share the benefits their mentoring relationship

Full engagement and commitment to a mentoring programme is very helpful and rewarding

More info: onboardhospitality.com/mentoring

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People on the move / 179

New ventures Diana Libreros

time to say goodbye... En Route founder Alison Lessmann has stepped down to pursue her own interests. After eating a bad economy bread roll on a British Airways flight in 2002, Alison founded En Route and, using her extensive contacts with European suppliers, made a success of her first £1.5 million contract before going on to many more. The awardwinning En Route team achieved phenomenal global reach under her leadership, delivering, for example, one product throughout 64 countries, as well as weathering an economic crash and finally selling to dnata. Alison is now an Ambassador for Thames Hospice, dedicating her time to helping them fundraise £6 million for a new unit. We wish her luck!

Sharon Conway DeHerder brand and product development consultant After more than 30 years at WESSCO, Sharon is striking out on her own, using her expertise in amenities for the airline industry, from inception through to conceptualisation, final design, sourcing and in-field implementation. Her biggest achievements to date include opening up the Latin American market for WESSCO and developing award-winning co-branded projects like American Airlines and EAMES amenity kits.

David Salonsky Fleury Michon Catering Senior director Business development David has been a sales and marketing executive in airline catering and the hospitality industry for 25 years in Asia, Europe and North America. As the company focuses on expansion into global markets, he will lead development in the Pacific Rim, Oceania, and South Asia.

Please send your appointment news to laura.gelder@onboardhospitality.com

Linstol Sales Manager Diana will drive Linstol expansion in the Americas to reach ambitious growth targets. She has over 15 years' experience in international sales management, speaks Spanish and has good experience with logistics, trade shows and marketing. She is based in Naples, Florida.

Elizabeth Agress Linstol To: Global sales and brand manager Elizabeth is an industry veteran, having spent more than a decade at Watermark prior to its acquisition. At Linstol she will focus on developing the amenity kit and textile categories and expanding the brand portfolio.

Robert Dalboth En Route To: global managing director From: finance director A key member of the leadership team since 2010, Robert will drive the continued development of the company’s onboard food and service solutions across four continents.

WHATEVER HAPPENED TO... ROY MOED Roy was founder and head of successful brokers Pourshins until its sale to gategroup in 2007. He was on the IFSA board for nine years; chairman of the Mercury Award Committee and recipient of the IFSA Lifetime Achievement Award for services to the onboard services industry. Today, this highly successful but dyslexic caterer runs his own publishing

company, Life Book. Inspired by a project to capture his own father's stories and ancestry, Life Book offers individuals around the globe the chance to create their own private biographies to share with family and friends. Roy heads a team of writers and researchers who spend hours interviewing, researching and recording the treasured tales of their clients. Check it out at: lifebookuk.com

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180 / events

Ushering in a new era This relaxed and informal event aims to bring together senior personnel from across the airline, hospitality, tourism, inflight service and product supplier sectors to network, build friendships, establish shared goals, discuss new ideas and listen to successful business people who play vital roles within the industry. The key goal is to focus on raising the profile of regional travel, building links with local communities in destinations beyond the key hubs. The event consists of a conference, an exhibition, a golf tournament, city tours and a gala dinner, before concluding with a full-day Perth experience for all delegates. The Asia Pacific region is the fastest growing aviation market in the world, with airline passenger numbers expected to double over the next 20 years. A big part of APOTâ&#x20AC;&#x2122;s remit is cultural awareness - promoting the region's destinations while protecting their assets. Exhibitors have the chance to showcase their products to 100 -150 delegates from a variety of

What: APOT 2018 Forum Where: Perth, Australia When: June 24-26

areas within the aviation and tourism industries, as well as direct access to networking with key decision makers. APOT recently appointed a new ceo, Jeremy Clark, and two new forum ambassadors: Salim Hazife, gm at Perth Inflight Catering, and Afdal Amir, vp corporate marketing for PT Aerofood Indonesia (see page 145). apot.asia/perth

All about aviation Aviation Festival Americas 2018 will continue to drive innovation by bringing together ceos, cios, cco and cmos from lowcost airlines, global carriers and airports. Companies represented include Spirit, Norwegian, American, Southwest, United, Seattle-Tacoma and Hartsfield-Jackson Atlanta. There will be more than 200 airlines and airports attending, along with 150-plus speakers and over 500 attendees. The conference bills itself as six events, one What: Aviation Festival Americas Where: Hilton Miami Downtown When: May 8-9 2018

platform: the Aviation IT Show (IT solutions for better sales, marketing and operations), World Low Cost Airlines Congress (assessing new routes, revenues and business models), Aviation Marketing (marketing, innovation and technology for airlines and airports), Aviation Strategy Americas (driving full service and LCC airline profitability), AirXperience (how to improve the passenger experience at every touchpoint), and the new Airport T.Ex track, (the latest technology airlines and airports are using on the ground to enhance the customer journey from home to flight). terrapinn. com/conference/aviation-festivalamericas

CALENDAR April 9-11-21 Ancillary Merchandising Conference, Hilton Edinburgh Grosvenor. airlineinformation.org/ events ------April 9-10 Passenger Experience Week (the Passenger Experience Conference, WTCE, AIX, and Passenger Technology Solutions, Hamburg Messe. passengerexperienceweek. com ------April 23-25 APEX MultiMedia Market, Paris Marriott Rive Gauche mmm.apex.aero ------April 24-27 Food & Hotel Asia 2018, Singapore Expo & Suntec. foodnhotelasia.com -------

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Events / 181

Future travel, end-to-end

InnoTrans 2018 18 – 21 SEPTEMBER • BERLIN International Trade Fair for Transport Technology Innovative Components • Vehicles • Systems

innotrans.com

Future Travel Experience Europe 2018 is the continent’s only endto-end passenger experience event, covering the passengers’ connected journey from leaving home to arriving in the destination. It aims to provide a platform for air transport and travel industry stakeholders to collaborate and prepare for the technologies and trends that will shape tomorrow’s travel experience, on the ground and inflight. The show comprises an exhibition of progressive suppliers and startups; co-creation forums; a one-to-one meeting platform; a networking party and awards ceremony. Attendees can also enjoy a programme of inspirational keynotes plus three conference streams: the FTE Digital & Innovation Conference; the FTE Passenger & Baggage Processing 2025 Summit; and, for the first time, the Connectivity & IFE Business Case Summit, delivered in partnership with APEX. The latter will include detailed case studies from carriers that have already invested in a connectivity and IFE solutions, to help attendees learn from the first-movers. Delegates will also have access to the co-located FTE Ancillary event for the second year running. futuretravelexperience.com What: Future Travel Experience Europe 2018 Where: Dublin When: June 6-8, 2018

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Contact Messe Berlin GmbH · Mr. Erik Schaefer Messedamm 22 · 14055 Berlin Germany T +49 30 3038 2034 F +49 30 3038 2190 schaefer@messe-berlin.de

3/21/18 11:20 AM

182 / GALLEY GOSSIP

Matchless service George Banks had a long and illustrious career in inflight service. Here he looks back at a lifetime’s collection of match boxes used onboard during his travels

n these health-and-safety-conscious days it seems hard to believe, but there was a time when international airlines loved to offer matches onboard.

In the sixties and seventies, passengers regularly lit up their cigarettes as soon as the ‘No Smoking’ sign was switched off, after take-off, so all airlines carried colourful branded boxes of matches to give out. There were some beautiful designs and much thought went into the artwork so much so that many were kept post-flight and treasured by passengers. Today they have become collectibles. Styles varied - some were boxes, other had a lift-up flap book-style and they were made of materials that probably wouldn’t be allowed today including wax, wood and paper.

Matches continued to be offered up into the 1990s, with segregated smoking sections being slowly introduced until smoking was prohibited. Smoking was banned on UK airlines in 1995, and on charter flights in 1990. In 1998 the USA federal law banned smoking on all flights operated by US airlines too. The last airlines to ban smoking were Olympic, Air Algerie, Iran Air, Garuda and Cubana. Times have changed. Cigarettes and matches are considered much more of a health and saftey hazard, both on the ground and in the air, today but there's no reason we can't look back and appreciate the many unique and colourful branded matchboxes of yesteryear.

CATHAY PACIFIC

The Hong Kong carrier had a variety of different logos on its match box covers: one called 'Eastern Sea Style' another logo featuring its 'Waving Flags' design.

BRITISH AIRWAYS

AIR FRANCE

Concorde matches on British Airways and Air France were much sought after. Air France had superior books of matches for First Class labelled Première.

In 1976 BA and Air France simultaneously introduced the Supersonic Concorde. The crown logo for British Airways was a feature on the first match box.

BKS

BKS was a British charter and scheduled service airline named after the founders of the airline: James Barnaby, Thomas Keegan and Cyril Stevens. On their Britannia 102 charter flights a small book of matches carrying the BKS logo was placed on every meal tray.

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GALLEY GOSSIP / 183

AIR INDIA

B-CAL

Air India had a special box announcing the arrival of its 747 while another featured the famous Maharajah. They included distinctive messages such as: 'For matchless service'.

British Caledonian offered match boxes with all its aircraft types featured on the cover, the 1-11 jet, the Boeing 707, the DC-10 and the Boeing 747.

UTA

Gitanes cigarettes, in packets of three and five, were offered in First on French airline UTA.

TAP & PIA

Portuguese carrier TAP had cheerful Portuguese dancers in national costume on its boxes; while Pakistan International [PIA] had a large orange striped book.

SIA

Singapore Airlines was launched in 1972 with the logo of a bird with its wings spreading and this bird was featured on the matchbox. The famous Singapore girl also featured and on another box a family was featured taking a meal with a hostess. Malaysia Singapore [MSA] had boxes of matches with coordinated batik paintings.

BEA

SWISSAIR

Swissair kept things simple with a DC-8 jet silhouetted on the match box. Whereas MEA, as part of its â&#x20AC;&#x2DC;Cedar jetâ&#x20AC;&#x2122; service in First printed the passenger's name on each book of matches, and when laying the table for lunch placed the book down in front of the customer.

The BEA British European Airways Trident was introduced in 1964 and was featured on the airline's book of matches with the BEA 'red box' livery.

BOAC

BOAC used its matches to promote its 'takes good care of you' slogan and had destination images for Europe, Africa, the Far East and North America. onboardhospitality.com

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184 / GLOBAL PERSPECTIVE

The world view We're going global every day by going social. Meet us in the virtual world via Twitter and Linkedin. Here's just some of digital chat you may have missed... Follow us for more: @OBHMagazine and Linkedin.com

Michelin street food

Girl power

Musical interlude Inflight entertainment took on a whole new meaning with the SAS launch of services between Scandinavia to Austin, Texas last month. During the second flight operating Stockholm to Austin, Swedish singer and songwriter, Kim Cesarion, was invited onboard to world premiere his new single Call on Me. Passengers put their hands in the air and sung along to the live performance complete with guitars and drums. @SAS

With the majority of its workforce being female, Brussels Airlines was among a number of airlines worldwide which marked International Women’s Day with flights operated by allwomen crew. Women work across every department including HR, marketing, ground operations, aircraft maintenance, cabin crew and support services. Some 10% of the carrier's pilots are women, compared with the global airline average of just over 3%. From April 1 the airline also has a female ceo. Christina Foerster is the first ever woman to lead a Lufthansa Group airline. @FlyingBrussels

Singapore Airlines has taken to the streets to help spread the message about its home destinations quality culinary offer. In a collaboration with the Singapore Tourism Board, the airline supported the world’s first street food hawker to be awarded a Michelin-star, Hawker Chan, as he served up his signature dish for the first time in the UK. The exclusive pop-up at KERB King’s Cross in London ran for three days only, allowing Londoners to enjoy a taste of Singapore with a Michelin-star lunch of soya sauce chicken and rice for £6. Hawker Chan prepared 200 servings each day, trading until the market closed or his dish sold out. @SingaporeAir

Record breaker High flying Etihad executive Andrew Fisher has got himself into The Guinness World Records book for the feat of travelling around the globe in the fastest time and in the fewest number of flights. Clocking a flying time of 52 hours and 34 minutes, Andrew beat the previous record by three hours and 13 minutes, using only four scheduled commercial flights instead of five to achieve his lifelong ambition. @EtihadAirways

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Safety is cool Air New Zealand’s latest safety videos have collectively attracted more than 130 million online views. Not, obviously, 130 million inflight passengers but because the content of the videos has become an online sensation. The video, featuring Hollywood actor, filmmaker and environmentalist Adrian Grenier, has been billed the World’s Coolest Safety Video and takes viewers on a breathtaking journey to Antarctica, where Kiwi scientists are tackling the most pressing questions on global climate change. @FlyAirNZ

Sky high thanks Virgin Atlantic has found a sky high way to say thank you to its 9,000 staff – via a special edition livery and Flying Lady. Aircraft G-VNAP, better known as Sleeping Beauty, underwent hours of paint work to reveal a new headturning design featuring a 7-ft by 152-ft message exclaiming 'a big Virgin Atlantic thank you' along the length of the fuselage. It also features a limited edition version of the airline's iconic Flying Lady. @VirginAtlantic

Cattle class

Fear factors

Research published by Loco2, has shocked frequent flyers by revealing that they are allocated less space than that given by law to cattle on their way to slaughter. Based on a medium-sized calf weighing 75kg (the average weight of an adult passenger) the legal entitlement for cattle in transportation is 0.5m2, whereas on a flight, the average space per passenger is 0.35m2. Perhaps it is not surprising to report Loco2 is a search and booking engine for train tickets in the UK and Europe! @loco2

Research from National Geographic has revealed that over 21 million Brits are now more afraid of flying compared to just 10 years ago. The snowflake generation fear flying the most, with 51% scared for their safety when flying; while 38% of Brits admit news stories around aviation disasters fuel their fear. 81% worry most about engine failure and plane crashes when flying, with nervousness about pilot inexperience also feeding their anxiety. @NatGeo

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FOR A WORLD OF OPTIONS IN CABIN COMFORT, STYLE AND CONTEMPORARY DESIGN TURN TO SKYSUPPLY AT EXPO HAMBURG. World Travel Catering & Onboard Services EXPO Hamburg | Germany | 10-12 April 2018

A WARM WELCOME AWAITS

STAND 4D30

PR E S E N T I N G

AWARDS

INFO@SKYSUPPLY.DE I WWW.SKYSUPPLY.DE

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20 ME 18 ET FI O N U A R LI ST S

AWARDS PREVIEW CELEBRATING EXCELLENCE AND INNOVATION IN AIR, RAIL AND CRUISE

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Recognising

EXCELLENCE T

he waiting is over, the votes have been counted and the finalists of the 2018 Onboard Hospitality Awards are now announced. Many congratulations to those who made it through and many thanks to all those who voted.

Impressive entries This year almost 200 products were put forward in 11 categories as products innovating and changing onboard hospitality for the better. You can explore all the entries here and see which ones our readers chose as finalists. All finalists have now been put forward to our expert panel of judges along with all entries in the Ones to

Watch category (those not yet onboard), which the judges will assess for their onboard potential.

Peer to peer recognition Uniquely, we identify our finalists initially via an online vote among our international readership and judges scoring system. Final judgements will be made by our panel of distinguished experts with many years' experience of the industry. This online voting allows for peer-topeer recognition of the most relevant kind. Those eligible to vote are our readers - the buyers and suppliers of onboard hospitality. These are the people we believe are best placed to recognise a good product or service, an innovation or step

PANEL OF JUDGES...

ARIANE VAN MANCIUS

ANDY HOSKINS

CHARLOTTE RONHOLT

GEORGE BANKS

KAREN ROBINSON

Ariane has worked for Helios, deSter and Supplair (gategroup) and has dealt with more than 150+ airlines worldwide. Her passion lies in translating trends into concrete product offerings.

Andy is editor of London-based The Business Travel Magazine. He has nearly 15 years’ experience in travel journalism and specialises in the travel management, hotel and aviation sectors.

Founder of Go Traveling International, one of the most downloaded free travel app magazines in Europe, Charlotte has worked with the travel industry for more than 15 years.

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

Karen is a professional journalist who travels extensively to write about holiday destinations and overseas real estate worldwide for The Sunday Times, one of the UK’s leading national newspapers.

MARKUS GILGES

MIKE CRUMP

MIKE POOLEY

MS TRINH DIEM VY

NIK LOUKAS

Markus runs all business and system development activities for VT Miltope in the EMEA region providing hardware, software and cyber secure wireless data solutions in and around aircraft.

Mike left British Airways to become a partner of Honour Branding and is now md of Honour Consulting. He led the design management of the onboard product and experience for Etihad’s aircraft.

Mike spent over 19 years with gategroup and today advises on business/product development and strategic programmes on projects in the travel, hospitality, food and lifestyle sectors.

One of Vietnam’s most recognised restauranteurs and chefs, Chef Vy is impassioned by food and global flavours and runs two celebrated restaurants and a Cooking School in Vietnam.

Nik runs the consumer airline food site inflightfeed.com and writes for consumer and trade media outlets on airline food trends. He also offers consultation services to airline catering companies.

Read full product details at onboardhospitality.com/awards

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change development. These are the people - you and your industry colleagues - we put our trust in to select worthy finalists. Some 14,000 votes were cast - that's votes cast by over 1,000 industry players with expert knowledge and experience in the field. These are the only industry awards with this level of industry involvement and credibility.

Expert assessment In addition, we have a powerful panel of 20 expert judges – industry stalwarts and travel professionals with a wealth of knowledge when it comes to the user experience and operational practicalities. They contributed to the initial selection process through online marking, helping to identify the finalists listed here through a detailed online examination of the entries submitted in every category.

The winners

Judging criteria First impressions / quality,

The winners will be durability / life span / weight / announced at a dedicated usefulness / design functionailty event during WTCE Hamburg / taste / content / customer and online on April 9, 2018. experience / innovation Winners will be showcased in the next issue of Onboard Hospitality. Editor, Julie Baxter, says: “These awards have become a compelling annual barometer of change for our industry. It is fascinating to see how the entries reflect trends in consumer expectations and operational changes. The standard of entries reflects the industy's ongoing commitment to enhancing the onboard experience and the evolution of the passenger journey. We look forward to celebrating this year's winners and to championing the exciting creations they produce."

Finalists were chosen by our readers' vote and detailed online assessment by expert industry judges. Onboard Hospitality would like to thank former editor, Jo Austin, for chairing the judging panel and on-going support for our awards process.

HAPPY K

KEITH YATES

LANCE HAYWARD

LYN HUGHES

MARC WARDE

Keerthi Hapugasdeniya is a highprofile, international celebrity chef whose company is one of the leading service providers to the airline industry. Founder and ceo of APOT Asia.

An expert in design and service with some 30 years of involvement in service and product development for aviation, overseeing extensive projects for leading hotels and airlines.

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

Founder and editor in chief of Wanderlust, the UK’s leading consumer travel title, Lyn has received an Outstanding Contribution Award in the British Travel Press Awards.

A restaurateur and culinary consultant, Marc runs glutenfree restaurant group, Niche, in London and owns a special meals manufacturing business. He advises airline caterers.

PAT RIDDELL

ROY MOED

SIMON SONI

VALENTINA HARRIS

Pat has been National Geographic Traveller (UK)‘s editor since it launched in 2010 and has overseen the brand’s growth into new digital platforms, events, partnerships and awards.

Roy was founder and head of Pourshins until its sale to gategroup. He was on the IFSA board for nine years; and chairman of the Mercury Awards Committee.

SANDRA PINEAUBODDISON

Simon has worked in the onboard industry for over 25 years at some of the world’s leading airlines. Currently with Westjet and previously at Qatar Airways as it introduced the QSuites.

An award-winning author of over 40 books on Italian food and a well-known celebrity chef committed to supporting professional women in the world of food, beverage and hospitality.

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

Read full product details at onboardhospitality.com/awards

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Best for onboard

AMENITY KITS FI

ity

Japan Airlines First kit Showcasing ETRO's Italian high-fashion heritage, this kit contains ETRO’s ‘Shantung’ perfume and toiletries presented in a silky internal pouch. wessco.net

ity

Singapore Airlines First kit These kits, in a variety of gender specific designs, draw on the style of classic French fashion and feature luxury LALIQUE products in a silk drawstring bag. formia.com

This Cole Haan, vegan leather kit can be re-used as an ipad case or clutch bag. It comes in four different colour rotations and includes a large range of products including 3LAB skincare. aa.com

ity

American Airlines First kit

KITS FOR FIRST PASSENGERS ARE REACHING A NEW LEVEL OF QUALITY. THE BAGS AND THE BRAND ALIGNMENTS THEY FEATURE ARE INCREASINGLY IMPRESSIVE

Lufthansa First kit These kits, aligned with the German fashion brand Windsor, include La Prairie boxed toiletries. The female kit converts into an on-trend cross body handbag. skysupply.de

ity

United Polaris First kit This kit reflects United's partnership with Saks Fifth Avenue and features a wide range of amenities including highend skincare products from Cowshed united.com

Spotlight on you... STEP FORWARD AND SHINE IN 2019 Want to see your product showcased here? Entries for 2018 open Sept 1. All entries enjoy huge exposure on our website thoughout the voting period as well as through social media and within the magazine. Plus, finalists are invited to a free awards presentation and networking event in Hamburg to hear who has won and why!

Read full product details at onboardhospitality.com/awards

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FIRST CLASS BUSINESS CLASS PREMIUM ECONOMY ECONOMY

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All Nippon Airways First kit A lightweight, unisex amenity kit featuring the Samsonite brand and matching the full-sized luggage range. Sturdy and stylish, without being heavy. formia.com

Malaysia Airlines First kit

Lufthansa Oktoberfest kit

Aligned to the Italian brand Cerruti 1881, these kits feature French luxury brand, Payot, presented in a cosmetics pouch, and include an exclusive gold key chain. formia.com

A fun, heart-shaped, faux-leather kit created specifically to support flights serving Oktoberfest and featuring La Prairie care products. spiriant.com

Saudia Airlines First kit

Xiamen Airlines First kit

These kits draw on the design and style of the Porsche brand (for men) and Furla brand (for women) to create a quality reusable gift. Both innovate with a charging wire gift. formia.com

Presented in a long folded pouch with a magnetic snap closure, this kit has a raised pebble texture and gold zipper detail. It includes Acca Kappa White Moss toiletries. formia.com

The lines are beginning to blur between an amenity kit for onboard use and a passenger gift with long-term reusable appeal

Entries for 2019, open online from Sept 1, 2018

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

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192 / AMENITY KITS CONTINUED...

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Air Astana Business kit

Hong Kong Airlines Business kit

Lufthansa Reisenthel kit

Combining bright prints inside and the style of Christian Lacroix and Furla brands. The female kits include La Mer skincare products and come in multiple colours. formia.com

This collectable range features iconic symbols of Hong Kong's heritage and culture on quality thick cotton canvas with a natural touch and bright contrasting lining. cliponboard.com

This eco-friendly kit comes wrapped in the gift of a reusable shopping bag. It contains Korres toiletries along with a deeper message encouraging recycling. spiriant.com

ity

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Qantas Curates Business kit

TAP Air Portugal Business kit

United Polaris Business tin

These collectable kits feature artwork from 16 leading Australian artists on the pouch and matching eyemasks. Functional, reusable and featuring ASPAR toiletries inside. buzzproducts.com

Marking its anniversary year, TAPâ&#x20AC;&#x2122;s retro replica bag stands out for its original vintage 1970s look. The cosmetic items are also from the era and pay tribute to local companies. skysupply.de

Unitedâ&#x20AC;&#x2122;s collectable blue tin amenity kits celebrate its history with the Boeing 747 and mark the aircraft's retirement from the fleet. It includes a set of four 747 trading cards. united.com

Air New Zealand Business kit

Aircalin Business Class kit

Featuring a sophisticated black PU exterior, these kits contain skincare products from New Zealand brand Ashley & Co and can be reused as an iPad case. galileowatermark.com

Made of a soft-touch material, this kit reflects the airline's branding and features two sizes of eyemask, organic skin products and a reusable drawstring bag. avidproducts.com

THE DIVERSITY OF PRODUCTS GOING INTO EACH KIT HAS EVOLVED SIGNIFICANTLY, WELL BEYOND THE SOCKS AND TOOTHBRUSH OFFER

Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2018 / 193

American Airlines Business kit This Cole Haan-branded vegan leather kit with weave texture comes in four colours and features C. O. Bigelow toiletries and an exclusive Cole Haan retail voucher. aa.com

Cathay Pacific Business kit These SeventyEightPercent bags come in two styles for inbound and outbound, and eight tones. One has an asymmetrical boxed shape, the other is a larger clutch pouch. formia.com

Brussels Airlines Business kit

Featuring artwork from the celebrated Belgium artist, Rene Magritte, these unisex kits serve as a collectable, reusable zipped pouch post-flight. galileowatermark.com

This, a new look for Brussels Airlines, features luxury bag brand Mandarina Duck. It contains toiletries from Institut Karité Paris, known for its shea and verbena products. formia.com

The creative thinking being applied to amenity kits is transforming them from a throw away add-on to a collectable or multi-functional must-have

Delta One Business kit Featuring Kiehl's skincare products, the TUMI-branded hard and soft-case kits offer a personal monogramming option, a first for any airline amenity kit. buzzproducts.com

Hawaiian Airlines Business Kit

Icelandair Business kit

Japan Airlines Business kit

Teaming-up with local designer Sig Zane Designs, Hawaiian Airlines has created a generous kit, complete with the ‘Auli‘ilani lehua local floral print and local toiletries. hawaiianairlines.com

Celebrating the airline's 80th anniversary, these collectable tin boxes feature four different local landscapes and each is filled with local Blue Lagoon toiletries. skysupply.de

This elegant yet sturdy pouch is made from high-quality Italian fabric from Italian heritage brand ETRO. It marks this luxury brand's debut appearance onboard. wessco.net

Read full product details at onboardhospitality.com/awards

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194 / AMENITY KITS CONTINUED...

Qatar Airways Business kit

Royal Air Maroc Business kit

Saudia Airlines Business kit

Inspired by the BRIC luggage brand, these stylish kits emphasise post-flight functionality. To promote Breast Cancer Awareness Month, one was created exclusively in pink. formia.com

Carrying a generous range of products, this kit echoes Moroccan culture and modern style and includes a personalised scent developed for RAM to enhance the kit experience. kaelisgroup.com

This Porsche-design miniature 'physician's bag' comes in dark blue, brown and black, while the Furla kit reflects retail fashion. Both include coordinated eyemasks and charging cable. formia.com

Vietnam Airlines Business kit This grey patterned, flat pouch features CERRUTI 1881 branding, representing Italian luxury, elegance and quality. With White Moss toiletries by Acca Kappa. formia.com

ity

IT IS INTERESTING TO SEE NEW INCLUSIONS, SUCH AS CHARGING CABLES, AND COORDINATED EYEMASKS NOW BECOMING POPULAR

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Xiamen Airlines Business kit A classic pouch shape design with gold zipper detail and branding. A raised pebble texture outside contrasts with bright blue interior. Includes White Moss toiletries by Acca Kappa. formia.com

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Aeroflot Economy kit

Garuda Indonesia Economy kit

Air Astana Economy kit

These long-haul kits feature colourful collectable designs inspired by city skylines around the world. The eyemasks include wake-me/do not disturb messaging. ak-service.ru

These ultra-light zipped pouches pay homage to Indonesian cultural heritage and double as trip mementos. They come in three Batik motif styles and contain earplugs, eyemask and socks. wessco.net

This new collection has two sets - Nowen and Zappa - each in five different colours, with funky graphics and a large selection of comfort products. kaelisgroup.com

Read full product details at onboardhospitality.com/awards

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FIRST CLASS BUSINESS CLASS PREMIUM ECONOMY ECONOMY

ONBOARD HOSPITALITY AWARDS 2018 / 195

A em m AL I iu eni m ty ST Ec Kit on s om y

Alitalia PE kit

Cathay Pacific PE kit

China Airlines PE Kit

This bright neoprene kit includes wrapped skincare items from Scaramouche+Fandango. The zipped bag can be used post-flight for phones or essentials. galileowatermark.com

This light-weight zippered bag is offered in four earth tones and showcases artwork by Danny Young, a well-known graphic artist from Hong Kong. formia.com

This zipped hard case is versatile for postflight use and its rigid zip-around style echoes kits more often seen in Business or First. Includes Institut KaritĂŠ Paris toiletries. formia.com

A em m AL I iu eni m ty ST Ec Kit on s om y

Delta Air Lines PE kit This is a TUMI-branded, leather-feel navy blue, zipped bag with Malin+Goetz travel essentials including hand cream, eyemask and a dental kit. buzzproducts.com

This year's entries show that even in Economy airlines want to offer something thoughtful and useful

Air New Zealand PE kit A colourful printed bag with coordinating eyemask and socks. Includes an embossed zip pull and Ashley & Co lip balm inside. galileowatermark.com

EVA Air PE kit

EVA Air PE kits

Qantas PE kit

This sleek, monochrome unisex kit is printed with Erno Laszloâ&#x20AC;&#x2122;s iconic pattern and has a two-colour body for added contrast. galileowatermark.com

Designed to be multi-functional, this kit opens like a book with multiple mesh pockets inside and a hanging hook. It includes THANN's signature toiletries. formia.com

Continuing its partnership with Australian designer Country Road, this refreshed kit features a soft canvas zipped bag with a simple modern design. galileowatermark.com

Read full product details at onboardhospitality.com/awards

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18 09:17

Best for onboard

BEVERAGES FI

A partnership between local wine experts and Air New Zealand showcasing NZ wines curated by six leading oenophiles. finewines.nz

Colby Red Wine A red wine blend served on United with a donation going to heart charities with every bottle served. $70,000 has been donated so far through this collaboration. colbyred.com; united.com

Be A ve LI S ra ge T s

Fine Wines Of New Zealand

ONBOARD HOSPITALITY AWARDS 2018 / 197

Be A ve LI S ra ge T s

MiniBarBox Wines and G&T box

Be A ve LI S ra ge T s

On The Rocks Craft Cocktails

Offered as a retail beverage experience, wines in glass tubes are paired with chocolate truffles, or a mix-your-own G&T with botanicals. mbb-gateretail.com

Craft cocktails customised for Hawaiian Airlines to reflect the taste of Hawaii, with a choice of preservative-free, authentic flavours. hawaiianairlines. com; ontherockscocktails.com

Pulpoloco Sangria

Tetley On The Go Cups

100% natural, bottled in unique ecofriendly packaging and designed to bring the authentic flavours of Spain to passengers onboard. goduto.nl

Well-known tea brand in a doublewalled cup to keep the beverage warmer for longer. Bag comes with two drawstrings for easy squeezing. tetleyteaacademy.co.uk

Winners announced

APRIL 9, 2018 and online at: onboardhospitality.com #OBHAWARDS

Read full product details at onboardhospitality.com/awards

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Best for onboard

CATERING INNOVATION Ca FI te NA rin L g in IS T no va tio n

Ca FI te NA rin L g in IS T no va tio n

Absolutely One - LATAM

James Martin rail menu

SATS Soup-on-the-Go

This service innovation replaces the traditional tray set, with individual gourmet dishes that are 50% bigger and with fewer peripheral elements required. gategroup.com

RG collaborated with celebrity chef James Martin to bring this range of quality route-specific, local products onboard Virgin Trains East Coast services. railgourmet.com

Developed for easy storage in the galley, this easily rotable, ambient shelfstable range enables airlines to easily manage stocks, cut costs and wastage. sats.com.sg

Ca FI te NA rin L g in IS T no va tio n

INNOVATION MEANS MEETING A NEED. IT DOESN'T HAVE TO BE COMPLICATED, SOMETIMES SIMPLICITY ITSELF IS INNOVATION

Schaer Gluten Free Meals

The Barista Cup

Combining Schaerâ&#x20AC;&#x2122;s brand presence in over 60 countries with Oakfield Farms' onboard catering expertise for a gluten-free easy-to-serve solution. oakfieldfarms.eu

A smart coffee cup that requires only 5gms of fresh coffee grounds which brew in the cup and are filtered through an inbuilt filtratation system. thebaristacup.com

Ambient Ready-to-Eat Meals

Cloud Dine

MiniBarBox Wines & Cocktails

A range of 48 retorted, oven-ready meals with a two-year shelf life in ambient conditions. They contain no preservatives. Efficient and cost saving. dofood.com

A range of 10 tasty retail-inspired frozen dishes, packed and branded with a full ingredients list and food traffic light labelling system. en-route.com

Wines in patented glass tubes paired with chocolate truffles, and mix your own cocktails offered as a boxed, onboard interactive experience. mbb-gateretail.com

Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2018 / 199

Pau Hana Cafe Service A complimentary meal service followed by coffee and a sweet treat, all designed with local flavours and regional influences. hawaiianairlines.com

Passenger expectations are changing. They are increasingly interested in provenance and presentation

Snap & Squeeze A disruptive innovation for the jam market, this user-friendly single portion jam snaps open easily to change jam service for the better. menz-gasser.it

Entries for 2019, open online from Sept 1, 2018

onboardhospitality.com

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Read full product details at onboardhospitality.com/awards

20/03/2018 09:30

3/22/18 03:18 PM

Best for onboard

KIDS KIT/SERVICE/CATERING Ki

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Air Astana kit (3-6 years)

Hawaiian Airlines Keiki kit

Icelandair Treasure Iceland kit

A green soft backpack with pencil case, National Geographic-branded swimming armbands and a green reflective flexible bracelet among a range of gifts. ak-service.ru

This drawstring bag includes a foam airplane, Hawaiâ&#x20AC;&#x2122;i-themed stickers, playing cards, games, puzzle and an erasable sketch pad. hawaiianairlines.com

Combining fun and education on Iceland through activities and a built-in 'treasure hunt' not seen before in an onboard kids' pack. kidzinflight.com

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A check-in and in-cabin kit to provide entertainment and engagement from the moment kids board, encouraging them to explore the ship. milk-jnrs.com

If kids are happy onboard, everyone is happy. Kits really can make a significant contribution to ensuring that happens

This new Creature Crew brand introduces fun, new characters to help kids understand their journey, presented in a colourful satchel. buzzproducts.com

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Saudiaâ&#x20AC;&#x2122;s Creature Crew kit

Marella Cruises kit

Singapore Airlines kids range Kits featuring popular licenses from Disney including Star Wars, Pixar and Marvel characters. Items include interactive games, toys and stationery. buzzproducts.com

Aeroflot kids kit (7-12 years)

Aircalin kids kit

A soft felt bag with printed graffiti headphones, quiz book, puzzle-board game, activity/facts book, crayons, a pen, bendable pencil and Aeroflot airplane. ak-service.ru

This large, lightweight zipped pouch features Aircalin's Captain Gobi in an activity book, a tin box with coloured pencils and a magnet jigsaw puzzle. formia.com

Read full product details at onboardhospitality.com/awards

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Air New Zealand kids kit

Qantas Joey Club kids kit

A colourful drawstring bag containing a magic slate, eye mask, sticker collection and a printed 3D scene to decorate with stickers. galileowatermark.com

The Joey Club re-usable zip lock bag includes an Etch A Sketch, activity booklet and Qantas Joey Club socks with anti-slip silicone sole. qantas.com.au

KIDS KITS ARE INCREASINGLY BEING USED TO OFFER AN EDUCATIONAL ELEMENT CONNECTED TO THE DESTINATION THE CHILD IS TRAVELLING TO

Colourful characters featured on kids kits help make an instant impact and encourage a quick connection and engagement

Scribbles & Nibbles

Turkish Airlines kids kit

A retail-driven compact-sized inflight kids brand with crayons, activity booklet and pop-out 3D toy, combined with child-friendly snacks. en-route.com

This Captain Kangal plush toy is packaged in a canvas bag to deliver an educational-driven kit including a book about Kangal. formia.com

Winners announced

APRIL 9, 2018 and online at: onboardhospitality.com #OBHAWARDS

Read full product details at onboardhospitality.com/awards

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Best for onboard

SERVICE EQUIPMENT FOR CREW

ic e

FOR CREW

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FOR CREW

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ECRGo2 all-in-one sale device

Ministro serving flask

Zodiac cool trolley

This is the industryâ&#x20AC;&#x2122;s first and only fully-certified all-in-one contactless, handheld mobile point of sale device. Can help airlines offer contactless payments onboard. ecr.co.uk

The Ministro keeps its contents hotter for longer and is also far safer. The lid is secured firmly in place by the thread, and it can only pour when the lever is depressed. maltoninflight.com

A durable, ergonomic and modular trolley specially designed to keep contents chilled between 0 and 8Â°C for up to 14 hours, enabling return catering. zodiacaerospace.com

FOR CREW

re w

FOR CREW

Eurowings smart box

Qantas tray

United Airlines hollowware

A box solution which allows low-cost airlines to offer generous portions whilst optimising trolley space. Highly efficient and space saving, easily packed and cleared. spiriant.com

The unique ergonomic design of this tray is crew-friendly and ensures high performance standards are met. It has a high-quality finish and recesses for easy handling. galileowatermark.com

This stainless steel serviceware is designed for a comfortable grip, is dishwasher-safe, easy to clean and never requires polishing. wessco.net

Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2018 / 203

FOR PASSENGER

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Alessi for Delta This range includes 86 bespoke service products based on Alessiâ&#x20AC;&#x2122;s contemporary and iconic designs and aims to redefine the inflight experience. buzzproducts.com

FOR PASSENGER

First impressions / quality / durability / life span / weight / usefulness / design functionality / taste / content / customer experience / innovation

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JIA for Hong Kong Airlines To showcase Hong Kongâ&#x20AC;&#x2122;s unique cultural heritage the airline has teamed up with JIA, a tableware brand that blends Western design and Asian food culture. cliponboard.com

FOR PASSENGER

Judging criteria

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Innovations which enhance the passenger experience have to be practical for crew and service delivery too

FOR PASSENGER

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Lufthansa Economy concept

SAS Cube

This restuarant-style dining set has a discreet interlocking function meaning that when one tray is pulled from the trolley, the one behind comes forward automatically. spiriant.com

This buy-on-board concept offers a symbiotic combination of plastic and cardboard elements, boxed to deliver a compact meal service solution with style and functionality. dester.com

Entries for 2019, open online from Sept 1, 2018

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

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Best for onboard

SNACKS Sn

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Italian Gelato

Jymy 1917 pine ice cream

nibnibs coconut mini biscuits

This Gelato comes in a single portion 100ml hard cup that includes a spoon under the lid. Available in seven flavours on a fruit or cream base. mvfood.it

This is a high-end artisan quality ice cream with an indulgent nordic flavour. It is ethically and sustainably produced from organic ingredients. jymy.fi

A pale golden mini biscuit with a crumbly rustic texture and form. Features premium desiccated coconut and coconut oil giving a natural coconut flavour and sweetness. nibnibs.com

Winners announced

APRIL 9, 2018 and online at: onboardhospitality.com #OBHAWARDS

I S Ec na NA on ck s om P LIS y/ rem T Ec i on um om y

BitesWeLove

American pancake bites

Mr Lee's noodles

The bites are both delicious and healthy and include dry-roasted tamari almonds, salted chickpeas, dried mango, and dark chocolate buttons. zakelijk.biteswelove.nl

Super cute little pancake bites sprinkled with super sweet icing sugar. Supplied by Retail inMotion, they are popular with kids and adults alike. snackboxtogo.com

A noodle-based meal in a cup, full of authentic oriental flavours, low in calories, sugar, salt and saturated fats. All six flavours are gluten-free, with two vegan options. mrleesnoodles.com

Read full product details at onboardhospitality.com/awards

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FIRST / BUSINESS CLASS PREMIUM ECONOMY / ECONOMY

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Pastrami and monterey jack cheese ciabatta toastie

ONBOARD HOSPITALITY AWARDS 2018 / 205

I S Ec na NA on ck om s P LIS y/ rem T Ec i on um om y

Qantas ovenable noodle box

Tapas snack box

This street food-style noodle box snack is formed with a patented welding technology that creates a liquid-proof seal, removing the risk of food leaking. global-c.nl

A compact tapas box complete with a range of snacks for sharing or to be offered as an upsell opportunity with beer and wines. en-route.com

Vegetable & cheese gratin pie

All-day breakfast burrito

Goduto brownie

A comforting offer delivering rustic flavours in an innovative format. The topping is a textured cheese crumble to contrast a rich leek and mature cheddar filling. thebakefactory.global

Presented in ovenable packaging that is easy to open and has a matt. authenticlooking finish. This product offers an innovation for breakfasts with a 'wow' factor. snackboxtogo.com

A rich brownie with real Belgian chocolate offered in a fancy functional box for a long shelf-life. Can be stored and treated as ambient and loaded easily. goduto.nl

Kabuto noodles

LaTour Bakehouse cookies

nibnibs pesto mini breadsticks

Inspired by authentic Asian flavours and made with natural ingredients. The noodles are low in calories and don't contain additives, preservatives, or palm oil. kabutonoodles.com

These baked cookies on Hawaiian Airlines reflect the destination's tropical flavours using guava, coconut, pineapple and macadamia nuts. latourbakehouse.com; hawaiianairlines.com

Made using premium flour from Yorkshire Mills, extra virgin olive oil, fresh frozen basil and British cheddar, the nibnibs are also sesame- and nut-free. nibnibs.com

Designed as a tasty alternative to the usual hot, hand-held pastry items served onboard. Wrapped in bespoke ovenable packaging. en-route.com

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Read full product details at onboardhospitality.com/awards

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Best for onboard

SUSTAINABILITY Su

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ANA Nealâ&#x20AC;&#x2122;s Yard kit

Black Bagasse tray

This skincare brand, working with WESSCO, is synonymous with ethical and fair trade practices and is the first UK retailer to be awarded the CarbonNeutralÂŽ brand mark. wessco.net

A light matt black tray which is 300% lighter than current plastic Atlas trays and 100% biodegradable. Made from sugar cane, it is modern, stylish and sturdy. wkthomas.com

ETHICAL, ECOFRIENDLY AND THOUGHTFUL PRODUCTS WITH A CREDIBLE BACK STORY ADD TO THE PASSENGER EXPERIENCE

Growing numbers of passengers are asking about the eco credentials of products onboard. Sustainability matters

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This lightweight range offers a 30% weight reduction and 50% improvement in stacking capability compared to regular porcelain. It looks and feels like bone china. dester.com

E.lite bone - ceramics

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Media Box A web-based digital media library that can be used with any web-enabled device. Users simply connect to wifi for access to digital newspapers and magazines. media-carrier.de

Winners announced

APRIL 9, 2018 and online at: onboardhospitality.com #OBHAWARDS

Read full product details at onboardhospitality.com

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Best use of onboard

TECHNOLOGY FI

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BoardConnect Suite

Gogo 2Ku

Inplay

This wireless IFEC solution enables passengers to access IFE on their own devices using streaming technology and an intuitive, themed user interface. lhsystems.com

This is Gogoâ&#x20AC;&#x2122;s next-generation satellite technology for global inflight connectivity. It has 98% global coverage and 98% service availability. gogoair.com

Delivers media content to passengers securely and seamlessly, letting them stream movies/TV shows etc without downloading, installing or upgrading anything. ideanovatech.com

LEVEL Pair & Pay Offering offline payments managed by the passenger, this fully-integrated solution combines browsing and purchasing options with strong data insights. ebby.blackswan.com

TECHNOLOGY IS FAST TOUCHING EVERY ELEMENT OF THE PASSENGER JOURNEY. CONNECTIVITY IS BECOMING A 'MUST HAVE'

Qantas integrated tablet case

Qantas Q bag tag

A tablet case designed to minimise damage and theft of USB lightning charge cables. Can sit neatly in the back of the airline seat. buzzproducts.com

Each tag contains technology that synchronises passenger details to their baggage to support faster and smarter check-in and bag retrieval on arrival. buzzproducts.com

AirFi Venus This new version of the AirFi box offers a portable IFE solution with double the battery power and better wifi capabilities, allowing the introduction of app-less DRM. airfi.aero

Airlines invest heavily in technology so it must significantly enhance the onboard experience or bring revenue

ReadRead full product full product details details at onboardhospitality.com/awards at onboardhospitality.com

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Best for onboard

TEXTILES FI

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AA premium bedding set

Saudia Airlines First Porsche

Singapore Airlines First Lalique

Bedding specialist Casper spent over a year experimenting with prototypes to develop this inflight bedding line for American Airlines. All items are focused on maximising sleep. news.aa.com

A branded sleeping suit presented in two different colours and including slippers, all presented in a durable carrying case. Multi-functional as sleep or loungewear. formia.com

Designed to be simple yet elegant, the LALIQUE-branded loungewear kit is part of an exclusive amenity collection for First passengers and is presented in a smart tote bag. formia.com

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Sheridan First bedding

White Company bedding set

Hawaiian Airlines bedding set

This bedding ensemble for Qantas is crafted using luxury materials and includes a memory foam mattress and a selection of pillow choices. galileowatermark.com

This Business range for British Airways uses high-quality, premium materials, specifically engineered to offer the ultimate comfort and wellbeing. thisismatrix.com

This plush, cotton quilt and pillow create a premium bedding range that blends island-inspired images of the ‘Auli‘ilani lehua flower with a luxury feel. hawaiianairlines.com

Hong Kong Airlines bedding set

Malaysia Airlines loungewear

Qantas Business pyjamas

SPIRIANT has collaborated with Hong Kong Airlines‘ design team and bedding specialist Casablanca to supply this quality duvet and pillow set for Business passengers. spiriant.com

These amenities for First are designed with a gifting concept in mind. Comfortable and functional inflight they are presented as a gesture of thanks to the passenger. formia.com

The Qantas Business pyjamas have become an iconic unisex ‘must have’ travel accessory and a popular take-away with their distinctive navy blue kangaroo logo. buzzproducts.com

Read full product details at onboardhospitality.com/awards

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FIRST / BUSINESS CLASS PREMIUM ECONOMY / ECONOMY

I T Ec ext NA on ile om s P LIS y/ rem T Ec on ium om y

ONBOARD HOSPITALITY AWARDS 2018 / 209

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Air Canada cafĂŠ kit

Icelandair ribbed bedding set

Sheridan baby blanket

Attractively branded, this kit is available on request for additional inflight comfort and includes an ultra-light red fleece blanket, an inflatable neck pillow, eyeshades and earplugs. wessco.net

Embroidered to evoke the Icelandic hot springs and featuring a crisp white pillow with a message inviting passengers to enjoy a stopover in Iceland. intexcomfort.com

This knitted blanket on Qantas is made from 100% cotton yarns. Created by luxury bedding specialists Sheridan, it adds extra comfort for babies onboard. galileowatermark.com

Entries for 2019, open online from Sept 1, 2018

onboardhospitality.com

5 1 w w w . t h i s i s m a t r i x . c o m

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3/22/18 03:22 PM

Best use of onboard

WELLBEING FI

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AA sleepwear by Casper

Uppy! The genius flyer

This set for American Airlines is designed to be functional and comfortable in a soft cotton blend. It supports sleep onboard but aims to encourage reuse too. aa.com

Specifically developed to support wellbeing during and post-flight, this re-hydration formula offers a mix of vitamins, minerals, ginger, citrus and natural sweeteners. uppyflyer.com

Wellbeing initiatives have become a key component of the onboard product offering, from meditation apps and light bites to textiles and treats

YOU DECIDE... Uniquely, the Onboard Hospitality Awards finalists are decided by online voting and expert judges' online scoring - it's peer-to-peer recognition of the most relevant kind. Those eligible to vote are our readers - the buyers and suppliers of onboard hospitality. These are the people best placed to recognise a good product or service, an innovation or step change development. These are the people, you and your industry colleagues, we put our trust in to select worthy finalists. Over 14,000 votes were cast by over 1,000 industry players with expert knowledge and experience in the field.

THESE AWARDS COULDN'T HAPPEN WITHOUT YOU! Thank you for voting. If you didn't vote, be a part of it next year â&#x20AC;&#x201C; you just have to be a subscriber to the magazine. onboardhospitality.com/subscribe

Read full product details at onboardhospitality.com/awards

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Not yet onboard

ONES TO WATCH

ONBOARD HOSPITALITY AWARDS 2018 / 211

Audi mattress

Bio-Form

Eco spreader

The first of its kind, this mattress uses a unique 3D digital knitting method to add a soft filling without seams and create a pressure release system for maximum comfort. spiriant.com

A new material that can be used for tableware, amenity kits/contents, textiles and non-rotables. With the look and feel of untreated plastic, it degrades in under five years. thisismatrix.com

This ergonomic spreader is ultralightweight and 100% biodegradable. Made of a corn-starch bio-polymer it is 68% carbon neutral to reduce plastic waste going to landfill. wkthomas.com

ECO-PET Plus Blanket

Energy Balls

Glacial wine cooler

Soft eco-friendly blankets made from recycled plastic bottles. Naturally and permanently fire retardant, anti-static and available in customised sizes, colours and weave patterns. Linstol.com

Said to be the first allergen-free energy ball, these bite-sized, soft and chewy snacks are made from raw seed and fruit and come in mint/cocoa and orange/ cocoa flavours. good4u.co

This turquoise wine cooler is made from light, expanded polypropylene and is designed to replace flimsy wine coolers, with a durable, high life-cycle option that looks luxurious. spiriant.com

Go Bites - Boost

Gogo Vision Touch

Happy Ears

A truffle-sized snack of dates, desiccated coconut and 100% natural ingredients with no added sugar. Ideal for a healthy but indulgent treat, in packs of three. gofasterfood.com

A wireless, software-driven technology solution that reduces cabling throughout the cabin for a wireless seat back entertainment system that can be easily updated. gogoair.com

These are high quality earplugs made out of medically-approved materials. They are designed to ensure an even attenuation and muffle background noise. happyears.co

Read full product details at onboardhospitality.com/awards

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212 / ONES TO WATCH CONTINUED...

This category seeks to recognise those products not onboard but are aiming to make a mark in our industry

Heinz Beanz toastie

Hope & Glory tea

Hope & Glory Masala Chai tea

Combining one of Britainâ&#x20AC;&#x2122;s favourite comfort foods with USA-style grilled sandwiches, these come frozen, easily heated onboard and served in a branded u-card. en-route.com

A lively, full bodied English Breakfast tea blend of Assam and Ceylon organic black tea in wrapped, mesh biodegradeable pyramid bags, with extra long tags. thehopeandglory.co.uk

A mixed spice organic tea combining Ceylon black tea and spices, such as cardamom and cinnamon, in a wrapped biodegradable mesh pyramid bag. thehopeandglory.co.uk

Hope & Glory Peppermint tea

Interlocking box

Kuanâ&#x20AC;&#x2122;s Living bedding set

This 100% organic and naturally caffeinefree peppermint tea is handpicked and traditionally used to aid digestion and settle stomachs. thehopeandglory.co.uk

A durable, heavyweight paperboard box that can be printed with graphics in up to six colours. Positioned as the only box on the market with this interlocking system. global-c.nl

This soft, lightweight seawool duvet and pillow are made from a new and recycled environmentally-friendly fabric created from oyster shells and recycled PET bottles. cliponboard.com

Lasagna

MiniBarBox cocktail range

OCN

Made with eggs pasta, and to a traditional Italian recipe, this can be offered for main meal or second service. Available in three recipies, two of which are vegetarian. mvfood.it

A tasting experience rather than a drink, each box holds premium/artisan brands and products for passengers to mix to taste. Includes: Margarita, Cosmopolitan & Mojito options. mbb-gateretail.com

The OCN cosmetics range has been specifically developed for the airline industry and packaged using reclaimed and repurposed plastic from our oceans. galileowatermark.com

Read full product details at onboardhospitality.com/awards

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ONBOARD HOSPITALITY AWARDS 2018 / 213

Olly's Olives These are said to be the world's first unpasteurised snack olives. By not heattreating the olives, their full flavour and nutritional value for healthy snacking remains. ollysolives.com

PC glassware and bowls

Qantas wellbeing partnership

Plastic glassware with no seams or fill points, designed to look and feel like real glass but able to withstand impact, pressure and multiple washes. rmtglobalpartners.com

Working with the University of Sydneyâ&#x20AC;&#x2122;s Charles Perkins Centre, Qantas will look to develop a range of wellbeing initiatives to improve long-haul travel. qantas.com.au

Single-use cotton table linen

Sleep Well milk drink

Street food pasties

A unique disposable 100% cotton table linen offered on a pre-cut roll, easy to store and use. Biodegradable, 100% cotton, recyclable and 30% lighter than washable napkins. mydrap.com

A naturally-enhanced UHT milk drink with valerian and honey, available in 200ml cartons. It aims to promote sleep onboard by helping passengers to relax. sleepwellmilk.com

Taking street food flavours and putting them in a boiled crust pastry, this product can be eaten hot or cold to bring a taste of the destinations onboard. str-eats.com

Taco Sliders

Tapas snack box

The gate gourmet burger

A collaboration with globally-renowned food brand Old El Paso, these tacos are frozen and designed to be served hot in a slide-open box. thebakefactory.global

Inspired by the Spanish traditon of tapas, this shelf-stable box has a 120-day shelf-life. It fits 12 to a trolley drawer and aims to deliver an authentic experience. gategroup.com

Created through robust development and testing protocols to meet the demands of onboard handling, whether for complimentary service or buy-on-board. gategroup.com

Read full product details at onboardhospitality.com/awards

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FROM THE AISLE TO YOUR DEVICE Before, during and after your �ight, gateretail’s new retail platform transfers the passenger experience from the aisle to your device. Anytime, anywhere.

Learn more at World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stand 4C20 – 4E20 gateretail – a gategroup member

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SHAPING THE FUTURE OF ONBOARD DINING deSter is all about creating exciting and inspiring inflight service concepts, providing customized catering equipment to exhilarate the onboard experience.

Learn more at World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stand 4C20 – 4E20 deSter – a gategroup member

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