june/july 2022 issue 12
Tech Innovation
Back to business aix preview connected retail seats & interiors our technology award finalists
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Global providers of content and wireless inflight entertainment solutions Come meet us at
AIX 2022 - Booth 2E20
Quality. Innovation. Value.
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Wireless
Ancillary
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WELCOME / 03
Time to smile...
EDITORIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com ASSISTANT EDITOR April Waterston april.waterston@onboardhospitality.com
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s the doors finally open again on AIX Hamburg, it is time to reconnect with friends and colleagues, put on our best smiles and turn the spotlight on the many reasons our sector has to be cheerful.
CONTRIBUTING EDITORS Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com), Bev Fearis & Jessica Pook CONTRIBUTORS Laura Gelder, Angela Youngman EDITORIAL DIRECTOR Steve Hartridge
PUBLISHER Sue Williams sue.williams@onboardhospitality.com ASSOCIATE PUBLISHER Craig McQuinn craig.mcquinn@onboardhospitality.com
DESIGN & PRODUCTION
Julie Baxter EDITOR Onboard Hospitality Onboard Tech Innovation
DESIGNER Caitlan Francis & Emma Norton PRODUCTION & STUDIO MANAGER Clare Hunter PRODUCTION ADMINISTRATOR Steve Hunter
BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady SUBSCRIPTIONS Kay Fisher subscriptions@bmipublishing.co.uk (PRINT) ISSN 2046-2042. ©BMI PUBLISHING LTD 2022. ONBOARD HOSPITALITY IS PUBLISHED BY BMI PUBLISHING LTD: 501 THE RESIDENCE, NO. 1 ALEXANDRA TERRACE, GUILDFORD, GU1 3DA, UK. T: 020 8649 7233 E: ENQUIRIES@BMIPUBLISHING.CO.UK BMIPUBLISHING.CO.UK WHILE EVERY EFFORTIS MADE TO ENSURE ACCURACY, BMI PUBLISHING LTD CANNOT BE HELD RESPONSIBLE FOR ANY ERRORS OR OMISSIONS. COVER IMAGE: ISTOCKPHOTO.COM/KLYAKSUN Regularly read in over 70 countries worldwide and mailed to our 20,000+ international database. Read this magazine in digital form, share it virtually or subscribe. If you are looking for a supplier or caterer, check out onboardhospitality.com/finder
Get yourself connected online @OBHMagazine �Onboard Hospitality at linkedin.com onboardhospitality.com
RECOGNISING EXCELLENCE, RESILIENCE AND INNOVATION IN AIR, RAIL, CRUISE AND FERRIES
#SmilewithOBH
Chief among those reasons are the people. They are the heart and soul of our industry and while we have all adapted to connecting online, the chance to be together again brings the clear evidence we all need that the world is opening up and optimism is in the air. There are huge challenges ahead but just previewing the exhibitor stands (page 4-7) and our 2022 Onboard Hospitality Awards entries (page 22) shows things have not stood still during the pandemic. There are innovations and revised solutions at every turn, proactive initiatives and clever thinking to support recovery and transform the ways we work, for the better. And that has to make you smile. It certainly makes us smile. We can't wait to meet again and to hear your news. We encourage you to share a smile with us on social media through our #SmilewithOBH campaign. Photograph your team and their reasons to be cheerful and we'll share our favourites, driving visitors to your stand. It's time to get back to business in person, time to shake hands, bump fists, raise a glass, and maybe dare to hug. We look forward to seeing you!
IN THIS ISSUE... 04 SHOW PREVIEW: AIX debates & around the stands / 08 IN CONVERSATION... with Collins Aerospace / 1O TECHNOLOGY IN ACTION: Connected Retail / 13 OPINION: David Whelan, Valour Consulting / 14 DEVICES IN FOCUS: Getting Personal / 16 INTERIORS UPDATE: Sitting Pretty / 19 HOW TO.. Sell well digitally / 20 IN DEBATE... Staff mental health / 24 AWARDS: 2022 Meet our technology entries and finalists
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4 / AIX SHOW PREVIEW
Join the debate Specialists from across the sector will drive the debate around recovery and reinvention during the Passenger Experience Conference, and at Cabin Space Live, within the AIX Expo halls
June 13
Passenger Experience Conference, Congress Center Defining the future
June 14
Cabin Space Live sessions: • Preserving your asset value through high-quality modifications • Commercial aviation & interiors market outlook • The how & the why of accessible air travel
We're back! AIX connects
June 15
Cabin interiors specialists and inflight entertainment/ connectivity experts get set for Hamburg: June 14-16
Cabin Space Live sessions: • Business/VIP jet interior trends • In-flight entertainment systems – the hardware working harder • Up-in-the-air: Just like being at home • Women behind aviation: The industry success story
June 16
Cabin Space Live sessions: • How to improvecabin interior hygiene-innovations with antimicrobial technology
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ircraft Interiors Expo (AIX) – the only global event dedicated to the aircraft interiors industry – returns to Hamburg, Germany with an innovative new show planning tool: AIX Connect. Designed to help buyers meet exhibitors during the show and build business connections, the show planning tool is expected to play a pivotal role in supporting those sourcing cabin innovations, interiors, technologies, inflight entertainment, and connectivity solutions. More than 600 cabin interior suppliers will fill eight halls of the Hamburg Messe, and include major OEMs, Boeing and Airbus, and leading suppliers such as 3M, Acro Aircraft Seating, AD Aerospace, BAE Systems, EnCore, MGR Foamtex, Jamco Corporation, Collins Aerospace, Lufthansa Technik,
Panasonic Avionics and Recaro. The aerospace industry has faced many challenges since March 2020, but the interiors market is expected to grow from $27bn in 2018 to more than $40bn by 2025, around 5% a year, largely due to the record number of aircraft currently on order, the increasing passenger traffic numbers and a strong retrofitting market. Polly Magraw, AIX event director, said: “As we emerge from the pandemic, we know that suppliers and airlines are eager to return in-person to save time and resources in their efforts to fast track the industry’s recovery and seek the latest cabin innovations to enhance the passenger experience. We can’t wait to see the results of these incredibly important meetings as we support them to build the recovery." aircraftinteriorsexpo.com
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Stand 4A60 & 4A10 Stand 2E20
EVERHUB FOCUSES ON REVENUE EARNINGS
Inflight Dublin will showcase its wireless Inflight Entertainment solution, Everhub. Barry Flynn, Inflight Dublin’s CCO says: “Everhub is an innovative digital solution that generates revenue and reduces an airline’s environmental impact while also entertaining passengers with broad content tailored to a specific audience.” Most recently the company has been be equipping Novair’s fleet of A321 aircraft for a six-month trial of the Everhub Wireless solution including the hardware, software and content. The fully certified server houses the Everhub software platform which can be accessed via a web application on passengers’ personal devices. Customised to align with Novair’s brand requirements, the user-friendly GUI allows passengers to easily navigate the system and browse the latest entertainment, documentaries, games and digitised publications. Paul de Susini, head of onboard product Novair, says: “Everhub allows us to create an enhanced passenger experience that also minimises weight and fuel costs, making all paper materials digital." inflightdublin.com
PANASONIC SHOWCASES EX3
Panasonic Avionics will showcase its latest eX3 system which has most recently been installed in all cabins on Finnair’s eight Airbus A330-300 aircraft – upgrading them from its eX2 system. Finnair’s 19 A350-900 aircraft, which already carry eX3, will also see their premium cabins upgraded to the latest version of the system. The upgrade brings the eX3 system to every cabin of the long-haul fleet, including HD screens at each seat, complete with capacitive touch displays and handsets, and USB and laptop charging facilities. Finnair’s inflight connectivity services are also provided by Panasonic Avionics, and the airline recently became the European launch customer for its ArcTM map platform. panasonic.aero
ANUVU PARTNERS COMPLEX NETWORKS
Anuvu has announced a partnership with Complex Networks, a modern entertainment Stand 2B70 company and one of the largest youth culture brands, to enable airlines and maritime to broaden their non-traditional content. The agreement gives Anuvu’s clients the option to add popular food, shopping and celebrity culture shows to their content offering. Select Complex Networks’ premium content is available on major platforms such as Netflix and Hulu and is broadcast to its 5.36 million YouTube subscribers. anuvu.com
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STREAMING MADE SIMPLE
Video-streaming specialists Airmont will introduce the new Airmont Streaming Server designed specifically to significantly reduce the cost of passenger streaming and increase the capacity for simultaneous streaming. Building on from the company’s patented video streaming platform for passengers, the server is based on the Cobham JetLAN AS270 and is easy to install with existing aircrafts’ cabin internet connections, such as AtG or High Throughput Satellite. The innovation allows passengers to use their smartphones to watch their own subscription-based streaming services while internet traffic is managed efficiently inflight. airmont.com
Stand 3C30
A MOMENT TO INTEGRATE
Moment will present Flymingo Connect, its newest inflight entertainment and connectivity embedded platform pioneered to integrate IoT capabilities within Stand 3C30 a wireless IFE system for a smart, connected cabin. This system leverages IoT capabilities to deploy onboard applications for flight maintenance, operations, and passenger services to produce a new generation of inflight servers which centralise, orchestrates and process cabin data. moment.tech
BLUEBOX CONNECTS
Bluebox Aviation’s team will focus on revenue generating services such as onboard retail including touch-free Stand 2D70 payments, advertising, and traditional inflight entertainment. The company’s Wireless IFE connects passengers via their own devices and can engage them with digital services via the company’s portable W-IFE Bluebox Wow or first-to-market integration with Airbus OSP. Bluebox W-IFE has been deployed across a wide range of hardware platforms and aircraft types from small regional airlines. blueboxaviation.com Stand 3D60
IMMFLY LAUNCH EQUILUX AERO
Immfly will launch a new affordable and efficient connectivity solution during AIX called EQUILUX AERO – set to disrupt the market. The company has most recently supported China Airlines with the roll out of its new Fantasy Sky Wireless Entertainment System for its regional Boeing 737-800 fleet using its W-IFE platform. The system enables passengers to use their devices to connect to the aircraft network for free video-on-demand services, selected films and popular music, as well as digital inflight magazines and duty free shopping. Passengers can also use the system to check flight information and real time status. immfly.com
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NEW ERA FOR HIGH SPEED WIFI
Inmarsat and Honeywell have launched a new satellite-based inflight connectivity service, SwiftJet, to enter commercial service early 2023, delivering the fastest ever speeds over L-band. As one of the first new services on Inmarsat’s ELERA satellite network, SwiftJet will offer seamless global coverage with maximum speeds of 2.6Mbps, up to six times faster than Inmarsat’s existing solution. This will enable video calls, web browsing, email, texting, cloudsyncing and use of tools such as Microsoft Teams. Apps such as TikTok and YouTube, which were previously challenging over L-band, will also be possible. inmarsat.com
Stand 2A10
Stand 2B30
KIDSYSTEME APPLIES ITS GENIUS TO CABIN INNOVATIONS KIDSysteme will showcase its GeniusSERIES, a modular range of cabin technology products which pave the way to an integrated product portfolio in the aircraft cabin. The range is engineered around comfort, connectivity, convenience and safety, and includes the new GeniusPOWER, the company's next generation of in-seat power systems. It. comes in three versions: Core, Smart and Advanced. Each offers innovation, operating ease and flexibility designed to power connected cabin environments. GeniusLINK is a revolutionary partner concept for a flexible multipurpose platform on which to host passenger and crew applications simultaneously. It supports the ever changing expectations of wireless entertainment, eCommerce and crew operations, supporting trends by changing the hosted apps easily without impacts on hardware. kid-systeme.com
MAKING CABINS INTELLIGENT
FRANCE FLIES THE AIX FLAG
Lufthansa Technik will be picking up the theme of the moment and Stand 6B80 offering solutions for a more sustainable aviation future. The team will showcase products that support an intelligent cabin interior. The offer includes state-of-theart connectivity solutions, cabin digitisation opportunities and ways to serve high-density configurations. The solutions cover cabin, cockpit and communication modifications. lufthansa-technik.com
French aerospace business are building on their established reputation in the aviation sector with 44 exhibitors attending AIX in the French pavilion, showcasing innovations that meet needs across the sector. France maintains a leadership position in the sector with revenues of €55.2 billion (69% civil and 31% defence) of which €37.3 billion were generated from exports in 2021. French pavilion
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8 / IN CONVERSATIOn
Markus Gilges product specialist, Collins aerospace
Empowering passengers post-COVID is a priority for Collins Aerospace. Markus Gilges tells April Waterston how its solutions can help...
Q.
Tell us about yourself and your new role at Collins Aerospace. A : I first entered the industry in the 1980s, as a student intern at Lufthansa in Germany. After a range of other student internships, working in flight OPS for a German charterer, sales for American Airlines and an MSc in Air Transport Management, I started to work in the UK in 1995 for British Airways Engineering. For the last 20 years I have been focused on the aircraft cabin environment, especially on cabin wifi, on the hardware and software (Galgus) side. Joining Collins Aerospace (Collins) as the product specialist for the Electronic Cabin Bag (eCB) is a fantastic opportunity to enlighten the industry about the hidden gems that the digital world holds for the passenger experience, efficient cabin management as well as airline sustainability.
Q.
What is the eCB? : The eCB is a cabin solution that builds on Collins’ decades of expertise in collating, relaying, analysing and predicting critical aircraft and operational data and information. Combining this data management expertise with the increasing amount of data from the cabin Internet of A
Things (IoT) and Artificial Intelligence (AI) will result in great information around all things aircraft cabin.
Q.
What industry needs does the eCB address? A : eCB is a cabin management platform that is a solid and flexible foundation to the ongoing cabin services evolution that started even before COVID with the BYOD trend. The main industry need that the eCB addresses initially is to give passenger
Our personal electronic devices play an increasingly important role in how we navigate this new world in a multitude of ways back the confidence to travel and to feel safe and more in control over their journey. By enabling passenger information, control and transactions through the passengers own personal electronic devices, the eCB offers benefits to all parties without requiring additional hardware for the airline. eCB takes the wonderful 'bring your own device' (BYOD) trend and maximises its value for both airlines
and passengers. Whether it’s not having to leaf through used inflight magazines or catalogues, the ability to use the journey to manage and plan other parts of the journey, or to order and pay for items when the passenger wants to, eCB helps the passenger and therefore the airline. Apart from being a highly effective and intuitive tool for the passenger and crew interaction, the eCB App helps the airline to manage all processes in the cabin, ranging from better service delivery and fulfillment to crew management, training and motivation.
Q. What will you and the Collins team be highlighting at AIX? A : The eCB team will focus on the plethora of possibilities that the eCB offers to passengers and airlines. By using the comfort of the passenger’s own device and the mobility of crew devices, the eCB enables a unified communication and management platform onboard throughout all flight phases that brings the various, traditionally separate cabin subsystems, under one management umbrella, giving back control of the cabin to the airline and the passengers the comfort of their own PED platform. Apart from the eCB, Collins is
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represented at AIX with quite a substantial booth, displaying our latest cabin interior innovations – including seating, lighting, monuments, passenger service zones, galley inserts and more.
Q. How has passenger demand changed as a result of COVID? A : One of the aspects of the COVID pandemic that will probably to some extent stay with the industry is the wish to cocoon a little bit more by some passengers. Whether its simple social distancing or the wish for some to interact digitally rather that in person, the pandemic has given us a heightened awareness for how to interact with each other and how to manage our lives. Our personal electronic devices play an increasingly important role in how we navigate this new world in a multitude of ways. Q.
Any other exciting projects underway/ on the horizon? A : With the eCB we are developing a cabin management and passenger engagement platform that can utilize the data that the growing cabin IoT generates. It will enable the monitoring and control of various items in the cabin environment. Whether it’s the overviewing the seat recline status or window blinds before take-off, the required monitoring of services in progress in the galleys or the level of passenger engagement and transactions through their devices, the eCB is a unifying platform for the display of the operational intelligence. Ultimately, it will help the crew to manage passenger engagement and the cabin environment and thus increasing passenger satisfaction and cabin safety and security. collinsaerospace.com •
Profile:
With decades of industry experience, Markus Gilges has recently joined Collins Aerospace as a product specialist. Collins Aerospace will be exhibiting at the Aircraft Interiors Expo (AIX) in Hamburg in June – find them at stands 5E25, 5A69 and 5B30.
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10 / retail Xxxxx tech
Connected retail Onboard technology is driving retail sales and supporting new routes to profitability post-pandemic reports Laura Gelder
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s the summer season begins in the northern hemisphere, airlines face their biggest chance to boost recovery and their biggest test in a while in terms of onboard service. All are looking for ingenious ways to increase profit margins and cut waste, and buy-on-board is proving key. Fernando Guinea, vice president of Gateretail, reports that growing interest in digital onboard retail programmes is no longer limited to lowcost carriers, and attributes this to the customer service angle: “A digital retail programme allows passengers to customise their travel experience while also limiting cost and waste linked to loading items that are not truly wanted. Airlines are then better able to meet varying customer
expectations and improve the overall customer travel experience,” he says.
From ground to air Of course, long before Covid-19, the increased personalisation of onboard retail, including F&B, was a trend gathering pace, and technology was the force driving it forward. Tom Szwed, head of commercial at gategroup’s tech partner Beyond (formerly Black Swan), points out that self-service via technology has become the norm – from supermarket checkouts to order and pay-at-table apps in restaurants. “It’s not a surprise to see this trend translate to onboard retail,” he says. “Passengers now just expect to able to browse, order and pay on a mobile device.”
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retailXxxxx tech / 11 Guinea also flags up the flexibility of an onboard retail platform like gateretail’s eCrew. It can work for an airline with one aircraft or 1,000 and allows airlines to add or remove retail modules and/or functionality as their programme evolves. He believes scalability, as well as flexible payment options, are key to success and the key components for any onboard retail system. “This evolution in functionality allows carriers to start small and grow their retail programme or simply adapt to the ever-changing aviation retail market by adding new retail channels such as preorder, in-seat ordering or post-flight sales, beyond their onboard sales set up,” says Guinea.
Data is king In 2020, gategroup launched what it called a ‘data revolution’ using data and predictive technologies to better understand and address consumer needs. Trendscope is a world-first social prediction tool, developed by Beyond and capable of analysing millions of real-time online consumer conversations. It evaluates, ranks and uses this to predict which trends will matter most to a company’s consumers. Generating and utilising data is fundamental to the value retail tech can add. José Lirio Silva, head of onboard retail Europe and MD for Retail inMotion, says data is key to generating trust and a stronger connection between the passenger and the airline. He explains: “Our onboard retail technology enables the airline to get in touch with the passenger as soon as they have booked the ticket. They can pre-order their meal from home, reducing food waste, and onboard they can use their own devices to navigate the interactive menu card, order and pay. We analyse the data generated from this to create an even more individualised offer.” Looking to be ahead of the curve, Newrest developed a digital and innovation lab five years
Scalability and flexible payment options are key to the success of an onboard retail system ago to focus on travel retail. A key solution to come from this was its Winrest ERP (enterprise resource planning software). This is central to its contract with Spanish airline, Vueling. Before each flight, Winrest allows customers to place pre-orders through a click and delivery solution. This also takes place onboard through an AirFi payment solution which can communicate directly with the software. The ERP also connects to a variety of third party entities, including Spanish customs, an inventory management system and financial management system – making onboard retail more agile and efficient. Marc Starké, Newrest’s vp of communication, marketing and digital transformation, believes the lab’s research has also shown that in today’s world, even pre-ordering opportunities are not enough: “What people want is NOW,” he says, adding: “We aim to align our onboard offering with what digital users are used to.” Omnevo’s recent partnership with dnata Catering & Retail shows how onboard retail is supporting the recovery. David Loft, chief commercial officer of dnata Catering & Retail, says the challenges of Covid-19 have driven “an even sharper focus on customers across the board and fast-tracked the development of onboard digital technology and product solutions.”
Above: Gateretail is evolving the way passengers interact with products; Below: Omnevo supports dnata Retail's offer with data driven development
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Making it modular Omnevo’s modular end-to-end solution generates real-time analytics throughout the entire supplychain, showing what has been consumed, purchased, wasted and lost. Michael Raasch, CEO of Omnevo, comments: “Omnevo helps airlines take their revenue, operational efficiency and profitability to new heights by exploiting the full power of an ecommerce marketplace. What’s more, the modular solution enables airlines to manage their own digital and operational platform, increasing efficiency, creating new profit streams and ultimately improving the passenger experience.” Raasch believes airlines looking to boost recovery with onboard retail technology should look out for providers with a cross-functional team: ”Not just tech experts, but also airline industry experts who understand the airline operation’s pain points and offer innovative, tailored solutions to create new profit streams, improve customer experience, and increase operational efficiency,” he says.
Keeping it flexible Michelle Green, director of business development, strategy and innovation, Tourvest Retail Services, believes flexibility is key: “Airlines need flexibile technology solutions because the transition into a digital age is happening at different speeds across the globe and airlines have different capabilities and budgets,” she explains. Tourvest offers an end-to-end solution through TourCONNECT or a modular approach that can fit in with a customer's existing partial solutions. “We understand that times are challenging so we have built our digital solution to open doors to new revenue opportunities across all touch points, whilst enhancing the user experience,” says Green. Through TourCONNECT, Tourvest offers a closed loop network onboard aircraft that lets customers shop digitally. This connects to its TourPOS solution, which allows transactions in both online and offline environments, depending on the aircraft fit. Stock management is facilitated through both the same systems ensuring that customers who browse the app only see what is actually available onboard. Tourvest’s back office, warehouse management technology and eCommerce platform completes the “a full ecosystem of technologies”, as Green calls it.
Frazer Braddock, EPOS Systems Manager at Versilia Solutions Limited, echoes the call for flexibility and identifies payment solutions as one of the biggest pain points – especially as airlines often operate across the globe where certifications and hardware adoptions vary. “For onboard retail providers with a single sales channel and a traditional POS-based retail strategy, the management of hardware and problem firefighting is likely a major reason airlines see tech innovation less as an opportunity and more as potential problem area,” he explains. “The offline nature of onboard retail, combined with an ever-tightening set of compliance restrictions in card payment further restricts innovation.” As airlines move into emerging markets, where the larger acquirers and payment service providers are unable to penetrate, the need to manage many different EPOS and payment hardware platforms increases. That situation paves the way for alternative solutions. “Decentralized and borderless currencies such as cryptocurrencies are already in the economic fabric of Africa and some South American countries," he says. “E-Wallets and QR-based payments supported by a rapidly growing number of ‘bricks-and-mortar-less banks’ must all be on the roadmap for technical service providers. Frazer accepts calling cash ‘outdated’ might be a step too far but concludes that airlines and onboard retailers should not assume one ordering or payment method will win and need to have an ‘agile, omnichannel approach’ to every aspect of onboard service. “Agility is at the heart of how Versilia works. We are a totally independent business that partners with a range of technology providers across multiple continents. But we also collaborate with our customers and their existing technology solutions to get the absolute best out of a system,” Frazer says. Wearable tech and augmented reality are further innovations set to take onboard retail up a level with smart glasses and watches for crew supporting a personalised customer experience. Airlines clearly need a close eye on onboard retail both as a source of revenue and an element of customer service able to help them stand out from the crowd and future-proof their business. •
Above: Retail inMotion is evolving digital and interactive buy-on-board catalogues
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OPINION / 13
The digital cabin
apps in action David Whelan, senior analyst at Valour Consultancy, shares his thoughts on the rise of digital cabin applications
As the aviation industry emerges from the COVID downturn and global air passenger numbers begin to recover, many airlines are looking to digital cabin applications to improve operational efficiency and increase passenger satisfaction. Many airlines have sought to reduce touchpoints in the cabin and minimise unnecessary interaction between crew and passengers. Crew-facing tools such as cabin management applications are optimising operations onboard by reducing the amount of time that the crew has to spend performing repetitive tasks, and freeing up time to focus on passenger needs. Leading solutions help the crew perform pre-, in, and post-flight tasks all in one easyto-use platform. As well as filling in and submitting reports, applications can also help the crew keep track of passenger specific information such as dietary requirements or pre-flight requests. Key to this are passenger seat maps, which enable the crew to keep track of the whole cabin as well as focussing in on individual passenger requirements at the touch of a button.
Low-cost appeal Cabin management apps, as well as wireless IFE platforms, are proving particularly popular among LCCs that are keen to maximise operational efficiency and enhance ancillary revenue generation. The number of LCC aircraft equipped with a cabin management application is set to grow from around 1,800 today to more than 5,000 by the end of the decade.
Holistic cabin management apps are increasingly seen as a necessity, rather than a 'nice to have' Essential tools In addition to cabin management tools, app-based POS platforms such as those from AirFi, Retail inMotion and Gategroup are enabling airlines to revolutionise onboard sales and ancillary revenue generation. As well as payment processing, these solutions can also perform assist with inventory management, load passenger pre-order information, keep track of passenger loyalty points, and offer upselling opportunities. There are a myriad of benefits to digitalising the cabin and an increasing number of airlines are now looking to holistic cabin management applications as a necessity, rather than a “nice to have.” •
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Getting l a n o s r e p Passenger familiarity with their own electronic devices has grown exponentially in recent years but what are the pros and cons of this trend for airlines? Julie Baxter learns more
A
s travellers return to the sky, it is critical to understand their motivations and mitigate bad experiences before they happen. Tech is key. Travellers are increasingly ‘always on’ and opportunities abound to add personalised and frictionless experiences across the entire journey. Providing familiar experiences that mirror those on the ground - where passengers are most comfortable – is the priority, and this has turned the spotlight onto personal electronic devices (PEDs) – now at the heart of the experience. With passengers always connected, surprising and memorable experiences in retail, F&B and entertainment can be designed with insights from analytic data observation and AI. In flight, PEDs can also be used to communicate with onboard tech. They can be paired to the seatback set ups if installed, or used to deliver exclusive streamed content. Passengers can even download content to take off the aircraft, and are enabled to use their flying time more productively. While some airlines are committed to seatback displays, the growing reliance on PEDs on the ground is making others question the expense of installation, maintainence, weight and updates.
Mirroring trends Juraj Siska, from IdeaNova, says: “The growing popularity of on-demand streaming media through subscription platforms such as Netflix, Amazon Prime and Peacock has brought tremendous change. Technology has stayed in lock step with this trend allowing the delivery of content directly to the browers of any passenger’s device, eliminating the need for native applications, and offering the ability to deliver more content on a similar bandwidth through modern video coding standards such as HEVC, AV1, VP9.” He fears airlines risk falling behind the streaming trend if they lock into seat back displays and adds: “More content and higher quality of content (e.g. 4K, HDR) will require more bandwidth and better decoders. The streaming industry is likely to experience more changes as a result of new video coding standards (e.g. VVC), and the adaption of big technology vendors to new standards and trends. These changes occur rapidly and are quickly reflected in PEDs. Custom displays in aircraft become static and quickly obsolete unless airlines can seamlessly mirror the trends. Seat back displays are typically monolithic, stationary systems less able to change fast.”
#
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He envisages new features coming that will enable customers to rate content; view personalised content and socialise with other passengers while watching movies and TV shows. He adds: “Onboarding new features via PEDs is simple, whether browser based or through an airline’s native application. In browser content, delivery has been dominating the internet for the last 15 years and with the advent of rich application technologies, such as ReactJS, it is likely here to stay. But even native applications facilitate deployment of new features more rapidly than built-in displays.”
Battery anxiety Critical to these digital experiences is, of course, the ability for passengers to charge and power their devices in the cabin. Without power, the experience diminishes, so in-seat power is essential, says David Pook, vp marketing & sales support, at Burrana. He says: “To maximise the
value of these investments, 'battery anxiety' must be addressed, enabling the experience to last the duration of the flight, and long after arrival.” Solutions, such as RISE Power, address this with affordable, compact, and easy-to-install solutions. Burrana has a 48VDC common power backbone which allows airlines to mix and match 15W, 60W and 110V power across seat zones/ classes. With full 15W charging (3 amps) via USB-A ports, passengers can charge their devices 50% faster. As demand grows for 60W USB-C charging, airlines can swap out the jacks. Pook believes airlines can even earn revenue from this with 'payto-charge' options, as well as capturing usage data for insights into passenger behaviour. Anxieties around IFE hygiene have added another reason to favour PEDs, paired with their own headsets. While a total switch to PED models is unlikely, a hybrid model, offering that options, will only improve passenger loyalty and satisfaction, and build added flexibility and IFE choice. •
#SmileWithOBH We're sharing reasons to be cheerful at AIX and WTCE. Use this hashtag and we'll spread your news and send people to your stand
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16 / SEATING INNOVATIONS
Sitting pretty T
As the doors open on the Aircraft Interiors Expo post-covid challenges and new trends are driving new seating designs and tech choices, says Angela Youngman
he airline industry is emerging from two years of Covid. It faces increasing fuel costs, sustainability issues and changing passenger expectations. All are impacting cabin design and choices. Seating styles, materials used and the technology enabled are all key, and options around improved in-seat connectivity are particularly gaining ground. Ben McGuire, CEO of Mirus Aircraft Seating, explains: “The priority is to bring the technologies of home into aircraft interiors to provide a seamless journey from home to destination. Airlines are looking for space-saving, decluttering technology integrated into the cabin, such as USB power, hands-free options, wireless charging and personal electronic device (PED) streaming.”
Smart compromises His company’s solution is the latest Mirus Hawk Seat, with options for USB charging points and a built-in PED holder. Designed particularly with Boeing 737 and A320 aircraft in mind, the seat is ergonomically sculptured to offer maximum legroom and mechanical recline system.
Similarly the newest seat from Haeco Cabin Solutions has been designed as a smart compromise between weight, comfort and durability. It is an 8kg slimline seat for narrow-body jets which achieves a 29-inch pitch and includes a drop down table and full bottom cushion, as used on long-haul flights. Eurowings is to retrofit with the Essenza seat from Geven. Ergonomically crafted for maximum comfort at the utmost cost efficiency, the seat features in-arm and rear meal tables with a dedicated PED holder, coat hook, literature and amenity pockets, plus super-comfort cushions. David Whelan, of Valour Consultancy, notes a post-pandemic trend that reflects the down turn in business travel: "It may be that we see cabins being reconfigured with a scaled-down or smaller business class, and then see bigger premium economy cabins to meet that premium leisure demand. We also continue to see long range narrow-bodies adopt wide-body-esque amenities such as lie-flat seating and privacy doors. Given this market is going from strength to strength at the moment, it’s worth keeping an eye on.”
Above right: Eurowings prepares to retrofit with Geven's Essenza Right from top: Stelia's Opal seat; Thompson's VantageSolo; and Panasonic Avionics focuses on Bluetooth options
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Order book indications Aircraft order books point up this change too with strong demand for narrow body aircraft that perform strongly in terms of costs per passenger per mile such as the A321. If these single aisle aircraft are to appeal to the business market however, they need a seat that competes with those familiar on wide body jets so designers are innovating to suit. Thompson has the VantageSolo seat, already adopted by JetBlue and Stelia will showcase its Opal Seat to meet this trend. New player Unum, led by former Acro chief Chris Brady, will reveal its new concept in this space at AIX. Recaro too will be unveiling new concepts to 'drive comfort in the cabin', and many are watching to see how the pared back Finnair seat – designed for lie flat without complex mechanisms – will pan out. Design teams continue to look for new seat layouts, streamlining interiors to be more ergonomic and using new durable textiles. TU Delft and Zephyr Aerospace have worked on innovative double decker concepts for use in economy, while at LSEAT, attention has been focused on premium economy seating for long haul flights. Yves Hendricks, CEO, explains: “Flights are getting longer – up to 15 or 17 hours – and we believe the best passenger experience improvement is better sleep inflight, and we believe this is even more important than IFE.” LSEAT’s solution, already on two airlines, quickly converts from seat
to sleep mode, while maintaining the row pitch and cabin passenger density. Passengers extend their legs under the seat in front and their own weight operates the change. New designs are also bringing seat weights down as airlines commit to sustainability targets and hence reducing the overall weight of the aircraft becomes a growing priority to make every journey more fuel efficient.
Fabrics and finishes Fabrics and finishes are under the spotlight too. Wood effect finishes on bulk heads and through cabins are adding a softer, eco mood, while synthetic leathers for seat covers are ever improving and carry a sustainability bonus too. The weight of synthetic leather is up to 65% lighter than traditional hide, durable and stain resistant. Seats with power and device holders are becoming the new must-have as passengers increasingly demand the familiarity of their own devices and technology for inflight entertainment. The role of Bluetooth capability is gaining ground too. Panasonic Avionics’ Bluetooth Audio solution for example is activated via the IFE screen and enables passengers to use their own Bluetooth headphones with the airline's IFE system. United Airlines already rolled these out on its Boeing 737 MAX8s, and this fleet has the highest NPS (net promoter scores) of all of its aircraft. Burrana has looked to address the power anxiety issue of PEDs with its RISE Power innovation, a small, light-weight kit offering the fastest charging yet (see page 14), and Collins Aerospace is among those focusing on enhancing the passenger IFE whilst also improving crew options via its Connected Cabin solutions. •
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How to...
...sell digitally Promoting food and beverage products digitally brings new challenges and opportunities. Food photographer Miguel Mas Martinez turns his lens on the digital retail trend Embrace the trend
A digital menu has some very positive advantages. There are no space limitations, as with printed menus; images look much sharper and brighter; and the retailer can communicate with the passenger in a language they are very used to already: through social networks viewed on their own devices.
adapt your formats
Photographs for a digital menu must be adapted for the screens of all sizes but we can use clean, uncluttered images and put text elsewhere as space is more flexible. This helps improve product visibility.
agency, retailer and airline company. They work to agree a colour palette, types of backgrounds, style of crockery or decoration (the props), the type of shadows (hard, soft) and the warmer or colder environment. The aim is to create a mood, a tone that corresponds with the airline brand and the season, and which compliments the range on offer.
recognise opportunity
Digital menus give huge flexibility. Products can be changed or details updated quickly, corrections or modifications require no reprints and, in these eco-friendly times, they also cut the need for paper use and add to a programme's sustainability.
experiment
Digital menus allow passengers to access an index they can search and browse. They can click on an object to see its price but also work to attract passenger attention with engaging videos, gifs, animations and the like.
Create as a team
The creative process for a digital menu is best when it involves all parties: photo studio, advertising
Fact file Trays, tableware and backgrounds must be visually attractive. Food stylists groom the foods to look their best: lettuce should look as freshly cut, sandwiches should have the perfect
slant to show off their contents, and soft drinks must look fresh/bubbly. Lighting must 'embrace' the products so we see the texture of a bread, the shine of a sauce, or the glow of the ice inside a drink.
photos are a sales tool
Images once created can be digitally retouched to correct imperfections and to suit the layouts. Digital menus, where good internet is available, are key tools for boosting sales and have to be an integral part of the operator's brand image. It is important that the passenger feels that the whole inflight experience revolves around common aesthetic elements. Putting effort into the detail is the way to make sure the final result and sales are optimised.•
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20 / IN DEBATE
Mind games Stress, burnout and widespread angst will hold back business recovery. Sue Waple, of Dualism Training, tells Julie Baxter how our sector can better support its people The pandemic has put many people in our sector under pressure. HOW CAN EMPLOYERS SUPPORT WELLBEING AS WE BUILD BACK IN THE COMING YEAR? Redundancy, furlough, financial pressures and altered contracts. These cause huge stress on employees. The human brain is five times more likely to view change and uncertainty as a threat than as something positive, and under threat we do not give our optimum performance. When our brains are thinking positively we are up to 31% more productive. Employee wellbeing matters. SW
WHAT ARE THE CHALLENGES? Today’s Remote working makes checking in with colleagues far harder. We need to make specific time for these conversations and be more aware of subtle signs - colleagues who SW
start turning their cameras off, miss deadlines or become inconsistent in email responses. These can be warning signs. In airlines, new contracts mixing long and short haul flying bring tiredness and lower patience/tolerance and cut opportunities to socialise and de-stress down route. WHAT PROACTIVE STEPS CAN EMPLOYERS TAKE? Employers need to ensure time and opportunity for employees to talk. Actively promoting shared time, team days during working hours, shared office days, even diarised online catch ups if necessary. If the budgets allow offer mindfulness, wellness and yoga sessions. Make the workplace a safe place to talk about mental health without fear of judgment or negative repercussions. Allow time for rest and socialisation, hobbies or volunteering. Stigma and discrimination come from a lack of awareness, SW
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so employers should set aside a training budget and provide access to Mental Health First Aid Training, similar to physical first aid. This is about preserving life, preventing harm, providing comfort and promoting recovery. If all managers had these skills that would be a huge step forward. IS OUR SECTOR PRIORITISING WORKFORCE MENTAL HEALTH? In short, no. I think there is a raised awareness since the pandemic, but mental health is not a priority because many employers do not see the value of a proactive approach. However, overloaded, overworked employees burn out - a real disease-classified syndrome since January 2022 - resulting from unmanaged chronic workplace stress. It has huge physical, mental and financial costs to both employee and employer. SW
DO WE FACE SPECIFIC OBSTACLES? Our sector has a diverse workforce with colleagues around the world and on different shift patterns. This makes training more challenging but by no means impossible. The bigger issue is the lack of investment. A lot is spent on improving the customer experience and customer scores, with less emphasis on employee mental health. The industry needs to buy into this from its core. It cannot work as a ‘tick box’ exercise with no allocated spend. SW
Ex crew and BA supply chain executive, Sue Waple now works with Dualism Training dualismtraining.com HOW DO WE CHANGE THINGS? Education comes from the top and must be visibly embeded in workplace culture. Commitment from senior leadership is key and investment will pay off. The Deloitte Report of 2020 showed every £1 invested in mental health training, brought a £5 return. The cost of poor employee mental health is estimated at £45bn a year. SW
WHAT IS THE RISK OF INACTION? If we don’t change, we could end up with a burnt-out workforce. We will see a rise in absenteeism, presenteeism and leavism (people working outside their hours). These are worrying signs of an unhealthy workplace and all lead to a loss of productivity and impact the bottom line. The ‘always on’ culture makes employees search for new roles better matching their personal values. If employers do not genuinely care about the mental health of their teams, they will not attract, recruit and retain the best talent. Look after them and they will look after the business and in turn your customers. Human beings are not machines, but even if they were – machines need maintenance! sue.waple@dualism-training.com • SW
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22 / ONBOARD HOSPITALITY AWARDS 2022
Recognising
EXCELLENCE As the green shoots of recovery begin to appear, we are delighted to showcase entries in the Onboard Hospitality Awards 2022 technology category. We had over 100 entries across all categories and each one helps highlight our industry's commitment to excellence, innovation and creativity no matter how tough times have been. With some new expertise, direct from airlines, joining our international judging panel, Onboard Hospitality is
pleased to unveil our technology finalists here, chosen by combining the judges' opinions and the results of our readers' online vote. Judges have been asked to identify a category winner, and highly commended in each category for announcement on June 14 during WTCE/AIX and online. All Ones to Watch (products not yet onboard) and our Industry Champions entries will also be fully assessed by the panel. Full listings can be viewed online. onboardhospitality.com/awards
Best for onboard
TECHNOLOGY
TECHNOLOGY
TECHNOLOGY
Air France headphones
Burrana RISE power
These high quality premium noisecancelling headphones can be efficiently serviced and repaired to elimate electronic waste. linstol.com
A small, lightweight kit housing USB jacks and/or 110V power outlets, and seat power boxes all in a unit as small as an iPhone. burrana.aero
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TECHNOLOGY
TECHNOLOGY
Everhub iPad
Finnair IFE
An innovative way for airlines to provide additional pre-loaded inflight entertainment options onboard with ease. inflightdublin.com
A next-gen inflight entertainment system designed to be more intuitive and personal, fast and aesthetically pleasing. finnnair.com
DIGITAL ENGAGEMENT HAS BECOME A PART OF LIFE DURING THE PANDEMIC. NOW AIRLINES CAN CAPITALISE ON THIS ONBOARD
Read full product details at onboardhospitality.com/awards
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TECHNOLOGY
TECHNOLOGY
TECHNOLOGY
Eurowings Cloud
Novo Onboard Retail
An onboard cloud system using the Lufthansa Systems' BoardConnect Platform to offer F&B on-demand, gaming and inflight entertainment. lhsystems.com
A software suite that facilitates the sales of F&B, duty-free, and virtual products onboard through a userfriendly omnichannel. onboard-retail.com
Panasonic Avionics Bluetooth Audio Activated via the IFE screen, allows passengers to use their own personal Bluetooth headphones inflight. panasonic.aero
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TECHNOLOGY
TECHNOLOGY
Qatar Airways Pressreader The Pressreader Newsstand gives travellers access to 6000+ titles from within the ORYX One App. A wide and sustainable choice. qatarairways.com
Retail inMotion cabin wifi This portable and lightweight wifi box was purpose-built for Air Baltic to support cost-effective ancillary revenues onboard. retailinmotion.com
Te AL ch no IS T lo gy
TECHNOLOGY
Whoosh Real Time Joureny Dashboard An at-seat and in-station QR code which takes passengers to an easily accessible digital platform, no apps or downloads. whooshmedia.
Best for onboard
ONES TO WATCH
ONES TO WATCH
AirFi LEO Solution
An alternative to a costly inflight broadband option, the LEO enables a connected cabin and communication with the ground.. airfi.aero
ONES TO WATCH
Mobipax
A suite of modern apps integrated with a cloud-platform to support onboard operational efficiency, service and sales. mobipax.biz
Read full product details at onboardhospitality.com/awards
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