EXPO 2014 Daily Experience 1 by Spafax

day tuesday 16 september 2014

THE GLOBAL STATE OF THE

Air Passenger Experience HIGHLIGHTS FROM THE AIRLINE PASSENGER EXPERIENCE ASSOCIATION’S PASSENGER INSIGHTS STUDY

What Men & Women Worry About Before Their Flight Male

Female

30% 25% 20% 15% 10% 5% 0%

Legroom

Boarding Order

Overhead Luggage Space

Bag Check

Seat Selection

Airport Parking

Airport Security

On-Time Departure

Getting to the Airport OnTime

+50%

29%

You Say Gesprächig, I Say Chatty. Germans & Brits spend 50% more time conversing in-flight than other passengers.

of men said they check bags. Hang Onto Your Bags. In the last three months, Men said they checked their bags 38% more often than women, who only said they paid to check bags 21% of the time.

How Do Airline Passengers Spend Their Time?

Working

Reading The InFlight Magazine

In-Flight Provided Gaming

7% 16% Sleeping

12%

Reading For Pleasure

Eating

3% Shopping

15%

Watching In-Flight Provided Movies or Television

7% Conversing With Other Passengers

9% Watching Movies or Television on a Personal Device (Tablet, Phone, Computer)

Passenger Choice Awards With great fanfare the winners of the 2013-2014 Passenger Choice Awards were announced in the Anaheim Convention Center ballroom before a crowd of industry experts gathered for the APEX/IFSA EXPO. BBC correspondent and awards host Laura Trevelyan entertained the crowd throughout the evening, promising in her opening address that she would steer clear of the jokes, an apparent reference to the Pam Ann’s infamous performance at last year’s event. READ MORE ON PAGE 4

2014 Passenger Choice Awards

6% Social Connectivity (Personal Email, Messaging, Facebook, Twitter, Etc.)

7% Gaming on a Personal Device (Tablet, Phone, Computer)

passengers pick up and read the in-flight magazine. Print Lives at 35K Feet! Newspapers might be going out of style but in-flight magazines aren’t. Passengers said they spent an average of 13.7 minutes perusing the in-flight magazine.

Education Day Highlights 57%

area for improvement is in-flight connectivity. Guess Where I Am! Though passengers under 34 were the most active in social connectivity, 43% of passengers between the ages of 35 and 54 also said they engaged in inflight social connectivity.

Panasonic Media Innovations

24%

READ MORE ON PAGE 14gaming of passengers said they engaged in in-flight in the last three months.

Lots Of Candy Crushing Going On. This trend isn’t just being driven by the prevalence of mobile gaming. In fact, of those passengers that said they engaged in in-flight gaming, 70% did so using in-flight provided gaming.”

of passengers said they purchased alcohol in-flight.

READ MORE ON PAGE 27

expo daily 2014 anaheim, ca usa 14 - 18 september

difference in overall satisfaction between passengers that made in-flight purchases and those that did not. Shopping Can Make You Happier. Flyers that engaged in online shopping had overall in-flight satisfaction or 78% vs. only 73% for those that did not in-flight shop.

female-specific in-flight improvement was lavatories.

Visit us on > APEX.AERO Find the latest news on > BLOG.APEX.AERO Follow us on > @THEAPEXASSOC Write us > EDITOR@APEX.COM

Everyone has to go. When asked what they would most like to see improved on their next flight, 26% of all female passengers said upgraded lavatories, compared to 16% of male passengers.

The Airline Passenger Experience Association surveyed nationally representative samples of people, ages 18 and older, who have traveled by airplane from May 1, 2014 to June 31, 2014, living in the United States, United Kingdom, Germany, Japan, China, Singapore, Australia and Brazil. Respondent samples were selected to balance known demographic discrepancies for each of the respective countries. (n = 1,647) The margin of sampling error for results based on the complete set of data is ±1 percentage point.

Speaking the language of families worldwide.

Family Airline Program

Apex Banner 181mm x 18mm .indd 1 Follow us Daily @theAPEXassoc

Panasonic Media Innovations “Not too long ago there was a survey that was conducted and it said that passengers weren’t as angry with the airlines as they usually are, they were actually the happiest they had ever been, and they attributed that to in-flight entertainment. “What was once a luxury on an airplane is now becoming more of an expectation and more of a need,” says corporate development representative Isabel Perez.

Airline Passenger Experience Association

Day 1

2014-08-29 2:42 PM

daily experience

Panasonic unveiled their latest innovations in in-flight entertainment and connectivity on Sunday in advance of the EXPO. Resolution was high on the agenda, with Al McGowan, director of Corporate Strategy, showing attendees how they’ve worked to engineer a superior product that will provide unprecedented picture clarity. McGowan explained that about every 10 years we see “a quantum leap in efficiency” when

it comes to onboard entertainment products. Speaking about their newest offering, H.265, software engineer Attila Szilagyi explained the huge step forward it will provide airlines with – both in terms of improved experience to passengers as well as the airlines themselves. The new software will not only allow twice as much content to be stored onboard but will also halve the time it takes to load onto the plane’s devices. This is exciting news for both airlines and passengers and is a tantalizing preview of what we have to look forward to. In addition to these improved offerings, a new interface for file conversion and delivery allows the company to

provide faster and far more efficient service to their clients. Randy Schwarz, director of Development Test Engineering, rounded off the session by discussing the steps Panasonic has taken forward with closed captioning, a particularly pressing issue for the industry right now. Perhaps the most competitive feature of the closed captioning technology Panasonic has been working hard to develop is the ability to switch between a regular viewing experience and one that displays subtitles, something that up until now has been a feature we’ve only seen on the ground. These steps forward are further examples of what our onboard experience will look like in the future.

anaheim, ca usa 14 - 18 september | expo daily 2014

Apex1Daily Banner 181mm x 18mm .indd Day

2014-08-29 2:42 PM Follow us @theAPEXassoc

daily experience

Passenger Choice Awards

And The Winners Are: Best Overall Passenger Experience

> virgin america Best in Region: Africa

> ethiopian airlines

In 1979 John White was a founding father of the World Airline Entertainment Association (WAEA, precursor to APEX). He served as president of the association in 1983 and was the recipient of the WAEA Lifetime Achievement Award in 2004. From 1988 until his retirement in 2010, John was the editor and publisher of AVION magazine.

expo daily 2014 | anaheim, ca usa 14 - 18 september

norwegian

> virgin america

virgin america

Best in Region: Asia and Australasia

Best Cabin Ambiance

> norwegian

John White Publication Award

Best Inflight Connectivity & Communications

Best Inflight Video

Best in Region: Europe

last night. Lifetime achievement awards for 2014 were presented to Lee Casey, Lumexis Corporation, who offered her personal insights and career history and encouraged the next generation to get involved in their industry, as well as Mark Horton from Paramount Pictures, who noted that the association feels like a family to him, especially given he’s been in the business so long. “When I started with WAEA, John White said to me, your presentation on British Airways was very impressive. You’ve got good ideas. You should join the APEX board. I said OK and it was a great thing.” Congratulations to all who took trophies home last night.

virgin atlantic airways, ltd

Best in Region: Americas

> garuda indonesia

The Passenger Choice Awards give members of the public the chance to recognize great flying and customer service experiences. Surveys were available online and passengers were encouraged to provide feedback in 13 individual categories. This was the first year the survey schedule and finalist voting for the Passenger Choice Awards was condensed, made available to passengers during May and June. Passengers’ votes selected the finalists before winners were chosen by APEX member airlines through an online ballot. These changes will continue into 2015. The APEX Awards Ceremony recognized innovation and contribution to the industry through the Avion Awards, also announced

Best IFE User Interface

virgin america Best Food & Beverage (in conjunction with the International Flight Services Association)

Best in Region: Middle East

turkish airlines

> emirates

Best Ground Experience

John White Publication Award

virgin america

> gulf air

For more information please visit > WWW.PASSENGERCHOICEAWARDS.COM

Follow the PCAs on Twitter > @PASSENGERCHOICE

He passed away in 2013 after a year-long battle with cancer. To honor his incredible contributions to the airline industry, the Passenger Choice “Best Inflight Publication” award has been re-launched as the John White Publication Award. Congratulations to the 2014 winner of this award, Gulf Air.

Airline Passenger Experience Association

thales-ifec.com

Powerful innovation and performance Everywhere it matters, we deliver

AD FRIENDLY EXPERIENCE Intuitive interaction

SUPPORT EVERYWHERE Personalized service 24/7 worldwide

After 15 years, our passions remain the same – delight the passenger – take care of our airline customers. Powerful innovation and performance. This is why more than 70 world airlines put their trust in Thales. Android™ is a trademark of Google®, Inc.

AWARDED DESIGN Android™ system

NEVER MISS ANOTHER

TOUCHDOWN Catch the Monday night games at 35,000 feet. Starting in September only on Sport 24, provided by Panasonicâ&#x20AC;&#x2122;s eXTV.

Panasonic Avionics Corporation

ONLY WITH

Apex1Daily Banner 181mm x 18mm .indd Day

2014-08-29 2:42 PM Follow us @theAPEXassoc

daily experience

Inmarsat and roKKi Launch in Asia-Pacifc In-flight Connectivity (IFC) has come to the AsiaPacific region with a new service jointly launched by IFE solutions brand, roKKi and global satellite company, Inmarsat. The new service, deployed through Inmarsat’s L-Band SwiftBroadband service, combines access to four satellite channels to provide a total throughput of 1.3 mbps. This bandwidth is expected to provide passengers with an in-flight instant messaging experience as smooth as they have on the ground.

“As the first service provider to launch a fourchannel system on a commercial airline, we’re running the fastest Inmarsat SwiftBroadband service available in the industry today,” said Sami El Hadery, roKKi’s executive director. Initial in-flight testing has shown that the system can support up to 120 concurrent users. While the initial service will give passengers instant messaging, roKKi expects to roll out email and social media connectivity in 2015. Coverage in the region is a challenge, given

the over-water distances that require reliance on satellite connectivity. Other providers, like Gogo, are moving from an Air-to-Ground (ATG) system directly to higher frequency and bandwidth Ku-technology. Gogo’s new worldwide IFC system, 2Ku, will use two antennas on an aircraft, one for uplink and one for downlink, with connection speeds up to 70 mbps. And new Ka-technology and satellites, such as Inmarsat’s Global Xpress, will increase bandwidth and connectivity to airlines worldwide.

Corendon Dutch Airlines Have Their Heads in the CloudStore

Arconics is proud to announce their CloudStore Wireless in-flight entertainment (IFE) platform is the entertainment choice of Corendon Dutch Airlines for their B737-800 aircraft set to launch in 2015. CloudStore is the first IFE platform designed for use over the full length of the passenger

expo daily 2014 | anaheim, ca usa 14 - 18 september

journey, before, during and after the flight. Doing away with traditional IFE media integration, the platform streams content, retail and advertising to passenger’s personal mobile devices, customizing their preferences in real time. This turnkey solution, fully provided by

Arconics will include the software platform, mobile apps, content licensing and encoding for Corendon Dutch Airlines. Content for the go-live system will feature Hollywood and Dutch movies, television shows, music, a moving map and destination content for the guests of Corendon Dutch Airlines. CloudStore puts the airline in control, providing affordable flexibility with their powerful enterprise software while maintaining top priority for the customer. The software will allow the airline to understand customer behavior ensuring needs are continually met moving forward. Corendon and Arconics are both pleased and confident customer satisfaction will increase as these new IFE options are implemented in 2015.

Airline Passenger Experience Association

Apex1Daily Banner 181mm x 18mm .indd Day

daily experience

2014-08-29 2:42 PM Follow us @theAPEXassoc

APEX Board Annual General Meeting Recap The APEX Board of Directors held its Annual General Meeting on Monday afternoon to review the highlights of a very busy year and discuss plans for 2015 and beyond. Other topics reviewed by the board included the new APEX Member Image Campaign, future educational sessions, as well as coordinated efforts around the U.S.

Department of Transportation’s proposed rulemaking on closed captioning. APEX President Alfy Veretto announced the results of this year’s Board of Directors election. Returning to the board will be Air Canada’s Eric Lauzon, Gogo’s Mary Rogozinski and Airbus’ Ingo Wuggetzer, while Royal Jordanian’s

Effortless in-flight news Visit us at Booth

Luay Qunash was voted in as a new director. In addition, Emirates’ Patrick Brannely has agreed to return to the board as Immediate Past President. Veretto also took the time to thank outgoing board members Chris Babb (below) of Delta Air

Lines, Gloria Chow-Vanderwell (above) of Cathay Pacific and Jennifer Clark, formerly of American Airlines and now with Global Eagle Entertainment. Attendees were also shown a video highlighting the site of the 2015 EXPO: Portland, Oregon.

732 We provide fast, easy and efficient TV news distribution direct to your airline fleet. Get the latest news stories from Euronews, in up to 13 different languages.

“Täglich Nachrichten, Wirtschaft und Sport auf Deutsch” Main contact Mark Janssen mobile +31 6 51 18 29 74.

Logistical and technical IFE services by:

pex Daily 10 QP template.indd 1 | anaheim, ca usa 14 - 18 september expo daily 2014

www.inflight-tv.aero

2014-08-29 2:26 PM

Airline Passenger Experience Association

Complete Overhead Passenger Entertainment System COMPES is THE solution for economical, overhead IFE! LED Monitors Touchscreen Flight Attendant Interface Highly Reliable & Cost Effective

To Find Out More, Come Visit Us at APEX Expo 2014 Booth 1613

850 Commerce Pkwy, Carpentersville, IL 60110 | P 847-844-7367 | F 847-844-1068 | info@ifeproducts.com | www.ifeproducts.com

Airbus Widebody Family

You donâ&#x20AC;&#x2122;t have to squeeze them in...

AD airbus.com

What if you didn’t have to choose between improving fuel efﬁciency and passenger comfort? What if you could offer wider seats whilst cutting bills? What if customer loyalty didn’t suffer at the hands of economics? With Airbus, you can have the best of both worlds.

Airbus Widebody Family, our numbers will convince you.

...to make your money go further.

Inmarsat Day 1 1408 Banner 2 .indd

daily experience

Education Day Coverage

Keynote Address: Strategy & Focus on the Experience

Edward Shapiro, partner and vice-president for PAR Capital Management, Inc. kicked the EXPO off with an address that explored the relationships between airlines, passengers and technology, and the role each plays in the increasingly demanding and ever-evolving customer experience. Shapiro identified trends affecting the future of air travel and profitability. Densification, allows airlines to take advantage of seat technology and increase passenger numbers without compromising comfort. With unbundling, airlines can change low base prices and applying extra costs for services above basic. Shaprio remarked that IFE was once regarded by some airlines as a “necessary evil” but the development of technologies – three of which he highlighted – has helped assuage that sentiment over the years. “DVR (Digital Video Recording) is the most important change in the entertainment industry. We have come to expect content will be available whenever, wherever and on-demand.” He continued with: “Wireless. We expect lightweight,

high-capacity access from anywhere.” Lastly there’s: “Connectivity. The Internet has had a profound effect on the way and the speed we connect.” These changes to the technology industry both on and off the ground present opportunities for third party

“We have come to expect content will be available whenever, wherever, and on-demand.”

How the “Internet of Everything” Changes Everything According to Howard Charney, senior vicepresident of Cisco, “The Network is at the center of every evolution,” churning out reams of data that is “stupid” until we develop systems and analytics to transform it into information, knowledge and finally wisdom that can be used to modify human behavior for the better. Challenges the industry faces include capturing transient data, sharing siloed information and getting used to the “continuous collection of information” so improvements can be made for the entire passenger experience.

“The Wright Brothers created the single greatest cultural force since the invention of writing. The airplane became the first World Wide Web, bringing people, languages, ideas, and values together.” Bill Gates

vendors such as Amazon and Netflix to forge relationships with passengers in-flight and continue those relationships after travel. Shapiro identified that having a large, valuable, affluent and captive audience for a substantial block of time is rare and should be maximized. Shapiro wrapped his address acknowledging the opportunity the EXPO has to improve the costumer’s in-flight experience with access to over three billion passengers, giving us multiple chances to connect.

expo daily 2014 | anaheim, ca usa 14 - 18 september

Airline Passenger Experience Association

Day 1

2014-08-29 2:44 PM

daily experience

Education Day Coverage

New Heights in Customer Service – Real-time Engagement in the Air and on the Ground Passenger Experience development manager for IATA, Dimiter Zahariev, spoke to delegates at the APEX/ IFSA EXPO yesterday about the customer service experience and how airlines can work to improve their customers’ journeys from end-to-end to make them seamless

and truly enjoyable. Demand from passengers for onboard connectivity is now higher than ever and Zahariev stressed during his speech that it was the way of the future for making a trip more enjoyable and less stressful for passengers.

What Next? Ways to Drive Leadership & Excel the Passenger Experience

“We believe Wi-Fi is the fourth utility after electricity, water and gas.” Dimiter Zahariev

Inflight Television International in short iTV, is a leading technical service provider of daily IFE content. Visit us at Booth

732 We have offices in Frankfurt and London where we prepare news- and sports programmes and deliver them 24/7. The edited content can be delivered in any analog or digital format. iTV also represents the European news broadcaster Euronews and the Chinese Motivational speaker, Lee Silber, shared his ideas about focusing on passengers’ needs in new and creative ways. First, with a nod to Back to the Future, Silber jumped on stage as “Doc” Brown, and took the crowd back to 1979. Back then, airline deregulation had reduced airfares, passengers dressed up to fly and spent most of their flights smoking and drinking. Then he had the audience laughing with a rapid-fire delivery of cartoons, quotes, silly photos and high-fiving. Silber says that we have to optimize quick, effective thinking and make informed decisions, to act fast, and to surprise passengers with innovative ideas they weren’t even expecting. We have to listen and learn from passengers, and if we trust our instincts and our guts, we can find small ways to create memorable moments.

Airline Passenger Experience Association

news broadcaster CCTV for the IFE market.

Main contact Mark Janssen mobile +31 6 51 18 29 74.

We represent:

www.inflight-tv.aero

Apex Daily QP template.indd 1

anaheim, ca usa 14 - 18 september | expo daily 2014 15 2:28 P 2014-08-29

Apex1Daily Banner 181mm x 18mm .indd Day

daily experience

2014-08-29 2:42 PM Follow us @theAPEXassoc

Education Day Coverage

Breakout Sessions:

Wireless Streaming 101: What you Need to Know Now & for the Future A full and diverse panel including Tarek Abdel-Halim from United Airlines, Vincent Cruz from Spafax, Brad Jaehn of Gogo, Joerg Liebe of Lufthansa Systems AG, Alexis Steinman from GEE and DTI, Zina Neophytou of BBC World and François Rodriguez from OnAir addressed a packed room on the current challenges surrounding wireless streaming, including security, distribution of early window content and bandwidth limits. Describing in-flight entertainment connectivity (IFEC) as an “inevitable reality,” Jaehn asserts that wireless streaming can be optimized to be “additive and complementary” to existing IFE systems, with Liebe noting that “ultimately the passenger will

“I think it was Woody Allen who said: ‘The great thing about standards is that there are so many to choose from,’ and that is certainly true with wireless.” - Alexis Steinman SVP Software Development, GEE; General Manager, DTI

decide,” a sentiment all panelists agreed upon. Panel members were apprehensive about the potential of bandwidth capacity being capable of replicating on the ground streaming options such as Netflix, but as Steinman points out, with growth in the short-haul narrow body market, smaller content packages could provide compelling options for these markets.

expo daily 2014 | anaheim, ca usa 14 - 18 september

Food, Flavor, & Beverage Future Trends: Authenticity, Risk and Experimentation Lead the Way On a global scale, dining continually re-invents itself to impress patrons and cater to continually developing economic factors, dietary preferences and health concerns. Suzy Badaracco, president of Culinary Tides “looks for patterns in chaos” exploring the issues influencing the food and beverage trends of the future. Trends on the ground in travel determine the creation, economy and availability of new products and menus. With her background as a toxicologist, certified chef, and registered dietitian Badaracco spoke with experience supported by analytics based on Military Intelligence and Chaos Theory for a well-rounded presentation. Closed Captioning Closed Captioning (CC) has been available for decades on your home TV and through your cable or satellite boxes. The focus is now to make captioning available on in-flight entertainment systems on flights over the United States. The Department of Transportation (DOT) is expected to publish its proposed rules as early as December of this year, which would then have to be voted on, and approved by Federal Government. Over the past decade, APEX has been working with the DOT and the originators of the technology, WGBH-TV’s National Center for Accessible Media (NCAM), to

develop appropriate guidelines and technical specifications for airlines and IFE suppliers. While the panel acknowledged that there is an IFE specification for captioning that’s used with current hardware, the new specification will allow captions to be produced and reused in a more efficient manner. Session moderator Michael Childers, of Lufthansa Systems, Member of the APEX Board, and Chair, APEX Technical Committee, asked for member responses to the latest APEX Draft White Paper on captioning by 26 September. Until recently, technology has been the stumbling block to provide captioning to all IFE users. Among the multitude of issues, different compression standards, display type and size, and user interface all come into play. But technology is catching up. All new IFE systems will accommodate captioning. Of current installations, 20% of the systems now flying can display captions, and another 15% of the older systems will be upgraded over the next 1-2 years. And although it might take eight to ten years to replace the remaining 65%, it’s expected that a conversion technology will be available in the next one to two years to allow these older systems to display captions. Adding up today’s numbers, it’s expected that at least 85% of IFE systems will be caption capable within 10 years. Appropriately, the session was “signed” for the deaf and hard-ofhearing people in the audience.

Airline Passenger Experience Association

Your cabin’s versatility. Showing daily.

AD PAVES™ On-demand from Rockwell Collins is the industry’s most versatile

Designed for single aisle

in-flight entertainment system. It now delivers an overhead broadcast

Highly reliable

solution, a full on-demand in-seat entertainment solution or any configuration in between. With all content cached at the seat, single-point

Easily upgradable

system failures are eliminated, giving users a smooth entertainment and

True HD passenger experience

flight information experience. Easy upgradability provides system owners with cost-effective options. Enjoy the performance. Visit us during APEX, exhibit 1000. rockwellcollins.com © 2014 Rockwell Collins. All rights reserved.

Apex1Daily Banner 181mm x 18mm .indd Day

daily experience

Wessco Takes the Stage Today at 4:30 p.m., WESSCO International executives Bob and Nick Bregman will unveil WESSCO’s new creative identity and refreshed brand campaign – revealing a contemporary new website, social media strategy and exciting lifestyle brand partnerships. Stop by booth #245 in the IFSA hall for a unique VIP experience. Meet the WESSCO team and snap a selfie with American Idol finalist Pia Toscano and her 7East duet partner Jared Lee. Stay tuned for a musical performance in the Anaheim Convention Center Grand Plaza to get your toes tapping as you transition into evening events.

Onboard Innovations Attendees at the EXPO will be treated to a presentation of the technological advancements on the horizon in onboard services and catering from three of the industry’s leaders tomorrow. GuestLogix,

eGate Solutions and Avanade will showcase their products in an exciting exposé of what lies in store for us onboard in the future. The Pavilion will be located on the EXPO floor tomorrow from 9:15 a.m. – 3:15 p.m.

expo daily 2014 | anaheim, ca usa 14 - 18 september

2014-08-29 2:42 PM Follow us @theAPEXassoc

Chef’s Competition It’s a good thing that the IFSA Chef’s Competition is scheduled after lunch at 2 p.m. today, or the Chef’s Stage in Hall B might be rushed by hungry delegates! Four chefs will showcase their culinary expertise, each assisted by a local student chef. Each chef will produce an onboard-ready culinary creation that will be presented to a team of judges. The winner will receive a new chef’s coat and the accolade of “Best In-Flight Executive Chef.” But will the Anaheim Convention Center reduce the air pressure in the Hall to give the judges a true “in-flight experience?”

Airline Passenger Experience Association

JEFF CRAWFORD jeff.crawford @ warnerbros.com

ANGELICA McCOY angelica.mccoy@ warnerbros.com

wbnts.warnerbros.com

WB APEX 2014 HALF-PAGE DAILY AD #1 Apex Daily 1-2 Hor template.indd 1 WARNER BROS. 14-0096 FINAL 08.25.2014

IF I STAY

2014-08-29 1:13 PM

PHOTO COURTESY OF ICELANDAIR

VISIT EMTEQ @ BOOTH #903

BETTER LIGHT MAKES EVERYTHING BETTER EMTEQ, a B/E Aerospace Company, now offers lighting products for all narrow & wide body platforms. Our lighting systems range in color from white, white plus a programmable color, and full-mood lighting. With multiple options such as: different installation methods—including plug-n-play, various sizes, capabilities, and costs. There is a whole new world of possibilities.

emteq.com/apex

Apex Daily 1-2 Hor template.indd 1

2014-09-02 9:32 AM

Apex1Daily Banner 181mm x 18mm .indd Day

2014-08-29 2:42 PM Follow us @theAPEXassoc

daily experience

Ensemble Media Launches New Apps

Mapping Out a New Flightpath

Ensemble Media Limited has revealed a ground breaking application that will give aircraft passengers an accurate indication of Islamic prayer times through their seatback entertainment systems. After many hours of liaising with field experts, Ensemble has managed to develop a series of algorithms that will allow travelers to observe accurate times for prayer. While extremely difficult to develop and implement, Ensemble’s new feature is highly valued by an ever-growing passenger demographic. With one launch customer signed on already, no

In an exciting step forward for the future passenger experience, Virgin Atlantic has revealed plans to take on Betria Interactive’s flagship product, FlightPath3D, later this year. This technology promises to transform the entertainment experience with the world’s most advanced moving map and city destination guide. FlightPath3D gives passengers an engaging and interactive application providing a 3-D presentation with detailed satellite imagery and integrated street level city maps. Perhaps the most exciting aspect of the system is the ability for passengers to connect with and discover points of interest below them during the journey and at their destination. Establishing a connection with third parties during the passenger experience is something that both airlines and businesses are clambering for and is a very exciting feature of Betria’s system. Betria Interactive has partnered with PXCom to bring this technology to life, giving passengers an experience they can enjoy before, during and after their flight. With over 25,000 place names that can be converted into 12 languages, together with best-in-class travel guides and information from destination related suppliers and advertisers, FlightPath3D is sure to be well received. FlightPath3D has also recently launched a discovery and kids-themed 3-D map service. In addition to Virgin Atlantic, other clients include Singapore Airlines, Air France, KLM, and Norwegian Airlines.

doubt it’s a technology that will have many more lining up take it on. Working with leading publishers such as Sesame Street and Alawar Entertainment, Ensemble has already established itself as a new leader in the consumer game publishing sector. In addition to their revolutionary new prayer timing technology, they also wowed EXPO crowds with their new Playtouch HTML5 gaming system. The new system will allow passengers to access touchscreen gaming applications in lounges, onboard aircraft and on their own devices – even after the flight.

Revisioning Global Eagle Entertainment Though released in a soft launch on September 9th, Global Eagle Entertainment, worldwide provider of media content, technology and connectivity solutions has official unveiled their new visual identity at

expo daily 2014 | anaheim, ca usa 14 - 18 september

this year’s EXPO. The new corporate brand image and logo reflects the company’s strategic revisioning as an integrated supplier of IFE, IFEC and digital media solutions.

Airline Passenger Experience Association

Lumexis FTTS速 Inflight Entertainment Systems

Best By Every Measure LIGHTEST WEIGHT G R E AT E S T C A PA C I T Y LOWEST COST HIGHEST RELIABILITY

FTTS eliminates all equipment boxes between the server and the seat-back IFE screens. With fewer parts, FTTS is lighter than other embedded IFE systems while providing higher system reliability and lower maintenance costs.

Please Visit

www.lumexis.com

Stand 1400 APEX EXPO 2014 16-18 September Anaheim CA

Visit us at Apex, Stand 831 bbcworldwidesales.com

2/9/14

16:04

Page 1

ApexStory DailyHalf 1-2 Ad HorApex.indd template.indd 1 Life 1

CRS

2014-08-29 12:43 PM 28/08/2014 09:16

SEE US AT APEX - BOOTH 1815

*SOURCE: JUNE 11 2013 www.contactlessintelligence.co

Project8:Layout 1

IFPLs new passenger payment system for low value purchases. INCREASED PASSENGER SALES BY UP TO 15%*

BREAK FREE

TARGET OFFERS & PROMOTIONS

EASY TO USE AND INSTALL

CALL!

Breakaway Jack

PATENT APPLIED FOR

in-seat contactless retail system

CHARGE!

Passenger Call Unit

T :+44(0)1983

USB Power Jack

555900

E:ENQUIRIES@IFPL.COM DESIGNERS OF IN FLIGHT ENTERTAINMENT HARDWARE

Apex Daily 1-2 Hor template.indd 1

ELM LANE,CALBOURNE,ISLE OF WIGHT, PO30 4JY UK

IFPL.COM

2014-09-03 10:44 AM

Apex Banner 181mm x 18mm .indd 1 Follow us Daily @theAPEXassoc

Day 1

2014-08-29 2:42 PM

daily experience

In Conversation with Terry Steiner President Terry Steiner International, Inc. Terry has been involved in the marketing and distribution of motion pictures and television for over 20 years. Prior to founding TSI in 1993, Terry managed the Non-Theatrical Sales Division of Orion Pictures. Before entering the world of non-theatrical, Terry served as media director for both MGM/ UA and Paramount Pictures. She has since established excellent relationships with potential buyers on a worldwide basis as well as with producers of fine quality programming.

To read Terry’s full Q&A visit > BLOG.APEX.AERO /TERRYSTEINER

Airline Passenger Experience Association

What’s the one item you can’t travel without? Earplugs and chocolate. Regular meal or specialty? Sushi every Wednesday night. I cannot cook anything, my husband is in charge of the kitchen. Favorite wine? Terra Noble Sauvignon Blanc from Chile. Last place you traveled to for fun? Paris, last Christmas vacation. The scariest situation you’ve ever been in? Dorm fire in college where I saved someone’s life. Three things of no value that you will never get rid of? Photos and videos, the fake engagement ring my husband gave me until we found a real one just like it, and the ring stand my daughter made for me when she was three. One thing you wished people cared more about? Having empathy for other people and realizing that not everyone can behave or

react to situations the way you would. Biggest challenge you’ve ever overcome at work? Having impossible bosses! Old television shows you can tolerate endless re-runs of? Columbo, Law and Order, West Wing, and Upstairs Downstairs. Fail-proof travel tip? Upgrade whenever possible. Comfort is key. Two things you miss most about home when you’re traveling? My daughter, my husband and my dog. Describe the view from your favorite window. My office view on West 57th Street in New York City – a perfect vista of city life with constant sights and sounds of the city. Also a perfect combination of historically beautiful old and new New York, with new buildings going up all around us.

anaheim, ca usa 14 - 18 september | expo daily 2014

Apex Banner 181mm x 18mm .indd 1 Follow us Daily @theAPEXassoc

Day 1

2014-08-29 2:42 PM

daily experience

THE GLOBAL STATE OF THE

Air Passenger Experience Vietnam Airlines Connects with Gogo HIGHLIGHTS FROM THE AIRLINE PASSENGER EXPERIENCE ASSOCIATION’S PASSENGER INSIGHTS STUDY

connectivity and Gogo’s first What Men & Women Worry broadband About Before Their Flight

Airbus A350 aircraft and Boeing 787 service commitment,” said Gogo’s president and CEO, 30% Michael Small. 25% Leo Mondale, President Aviation, Inmarsat says that “it is particularly exciting to have 20% Vietnam Airlines, who are expanding rapidly 15% in the Asian market, as our GX Aviation launch customer. We are very pleased to support 10% Vietnam Airlines as they upgrade their fleet 5% and their service to their passengers, who are Vietnam0% Airlines namedOverhead Gogo as the the type of connectivity Legroomhas just Boarding Bag Seatincreasingly Airport demanding Airport On-Time Getting to the Order Luggage Check Selection Parking Security Departure Airport Onsuccessful bidder to provide in-flight connectivity they enjoy on the ground.” Space Time services in the airline’s new fleet of Boeing 787s In other Gogo news, the company announced and in most of Vietnam’s Airbus A350s. The a new partnership with T-Mobile that will deliver airline is expected to be Gogo’s first commercial free in-flight texting and voicemail to T-Mobile’s partner to utilize Inmarsat’s GX Aviation Ka-band customers flying on all Gogo equipped US airline service. Vietnam’s aircraft will be equipped aircraft, starting on September 17. with a mix of Inmarsat’s new GX, and currentlyYou Say Gesprächig, I Say Chatty. Germans & Brits operational Swiftbroadband services. spend 50% more time conversing in-flight than “This partnership with Vietnam Airlines will other passengers. of men said they check bags. mark Hang many firsts for Gogo, notably the first Onto Your Bags. In the last three Men said they checked their bags airlinemonths, commitment to who Inmarsat’s GX Aviation 38% more often than women, only said Male

Female

+50%

29%

they paid to check bags 21% of the time.

How Do Airline Passengers Spend Their Time?

Working

Reading The InFlight Magazine

In-Flight Provided Gaming

7% 16% Sleeping

12%

Reading For Pleasure

Eating

3% Shopping

15%

Watching In-Flight Provided Movies or Television 9%

APEX PASSENGER SURVEY 2014

Airline Passenger Experience Association

Watching Movies or Television on a Personal Device (Tablet, Phone, Computer)

Conversing With Other Passengers

7% Gaming on a Personal Device (Tablet, Phone, Computer)

Social Connectivity (Personal Email, Messaging, Facebook, Twitter, Etc.)

Kontron Debuts Systems Integration Lab Integrated hardware system provider, Kontron, will be announcing the opening of its Avionics Systems Integration Lab (SIL) and 4G server platform at this week’s EXPO, which will streamline the development of onboard IFE broadband services. The SIL provides a simulation of onboard Wi-Fi environments and works in a shielded environment as a testbed for systems before they are installed on the aircraft. Kontron are a leading supplier of integrated hardware systems for commercial and military air manufacturers as well as sub-contractors, original equipment manufacturers and IFE systems. As a global leader in embedded technology, Kontron sets the standards that drive the industry’s best embedded computing platforms. In addition to SIL they will also be revealing other new technologies such as a 1.6 terabyte removable solid state drive and a 2MCU Kontron ACE Flight airborne server. This new server will make wireless uploads up to three times faster during aircraft turnarounds than on the previous 3G version. These advancements will take IFE and broadband services to the next level and will be another exciting leap forward for the future of IFE.

anaheim, ca usa 14 - 17 september | expo daily 2014

minutes perusing magazine.

51% Inmarsat Day 1 1408 Banner 2 .indd

daily experience

57%

of passengers bought in-flight snacks or meals in the last three months.

Point of Sale Technology Evolves

Nom. Nom. Fly. Despite the trend of buying food before they boarded the airplane, over half of respondents said that they still purchased in-flight snacks or meals.

With their announcement of the new iPhone 6 last week, Apple has finally caught up with the smartphone world’s implementation of Near Field Communications (NFC). NFC gives purchasers the option of simply waving or touching their smartphone to a vendor’s point-of-sale (POS) equipment to complete a sale and transfer of funds. The smartphone is linked through to the purchaser’s account, such as Google Wallet. Apple plans to join this cash- and card-less technology with “Apple Pay.” According to a recent Nielsen survey, 37 percent of smartphone users already tap-topay using NFC. That percentage will no doubt increase as iPhone 6s appear in smartphone users’ hands. What does this mean to in-flight retail operations? Although credit card-only transactions are now commonplace, passengers might stop carrying cards, just as many no longer carry cash. On-board POS systems will have to keep pace and be capable of NFC transactions. As new IFE touch-screen retail systems are installed, perhaps passengers will simply touch their smartphone to the screen to pay for a product. But a new regulation may cloud NFC’s acceptance. Expected to be effective as soon

as October 2015, the liability for any fraudulent credit card or NFC purchase will shift from the card issuer to the merchant. The impetus for this change is driven by worldwide credit card fraud, which has led to the development and distribution of “smart” credit cards. The chip in these cards contains a microprocessor that

Onboard payment technology solutions provider, GuestLogix, claims 50% of the market share for POS devices in the airline industry. Following Apple’s announcement to add NFC to the iOS platform, shares for the Toronto-based company rose from 0.9% to $1.16 on the TSE.

7 out o

passengers are satis the quality and selec flight snacks or meal

of passengers said they engaged in in-flight ga in the last three months. difference in overall satisfaction

Lots Of Candy Crushing Goingpassengers On. This trend isn’t just being d between that made en by the prevalence of mobile gaming. In fact, of those passe in-flight purchases and those that said they engaged in in-flight gaming, 70% did so using inthat did not. provided gaming.”

Shopping Can Make You Happier. Flyers that engaged in online shopping had overall in-flight satisfaction or 78% vs. only 73% for those that did not in-flight shop.

The Airline Passenger Experience Association surveyed nationally representative samples o May 1, 2014 to June 31, 2014, living in the United States, United Kingdom, Germany, Japa were selected to balance known demographic discrepancies for each of the respective cou on the complete set of data is ±1 perce

51%

ABOUT APEX: The Airline Passenger Experience Association is a network of the world’s elevating the level of the airline passeng

Survey respondents were sourced through Cint AB. Surveys were administered from June 17, 2014 through June 27, 2014 through FluidSurveys.co dom and Australia; in Portuguese for respondents sourced from Brazil; in Simplified Chinese for respondents sourced from China and Singapore; in

enables transactions to contain a cryptogram that is unique on every transaction, and which is validated by the card’s issuer. This technology makes the cards extremely difficult to counterfeit. NFC will have to provide similar safeguards. However, recognizing the importance of this transactional shift, and the potential liability to airline operators, APEX has formed an ad-hoc committee to see if the regulation can be delayed.

New Birds by SES

of passengers bought in-flight snacks or meals in the last three months. Nom. Nom. Fly. Despite the trend of buying food before they boarded the airplane, over half of respondents said that they still purchased in-flight snacks or meals.

APEX PASSENGER SURVEY 2014

difference in overal between passenge in-flight purchases Satellite Systems, and that will did not.

Two new SES communications Shopping Can Make You satellites will be joining the provide airliners with high-speed, that engaged in online sh all in-flight satisfaction or 7 geo-stationary constellation in broadband quality, video services. for those that did not in-fli 2015 and 2017, with coverage SES-12 is a hybrid communications targeting the Asia-Pacific region. spacecraft being built by Airbus The two “birds” are next-generation Defence and Space, and will be The Airline Passenger Experience Association surveyed na designs that will help airlines and capable of enabling IFE providers to May 1, 2014 to June 31, 2014, living in the United States, to balance known demographic in-flight entertainment (IFE) servicewere selected reallocate high-powered capacity discrepanc on the providers get the most from their on the fly using SES’s in-house ABOUT APEX: The Airline Passenger Experience Assoc satellite bandwidth. air traffic analysis processes and elevatin SES-9 is being built by Boeing in-orbit reconfiguration capabilities.

expo daily 2014 | anaheim, ca usa 14 - 18 september

Airline Passenger Experience Association

3% Shopping

15%

Watching In-Flight Provided Movies or Television

daily experience

7% Conversing With Other Passengers

9% Watching Movies or Television on a Personal Device (Tablet, Phone, Computer)

7% Gaming on a Personal Device (Tablet, Phone, Computer)

The APEX/IFSA EXPO In Numbers

3158 329

8605

Day 1

2014-08-29 2:44 PM

Social Connectivity (Personal Email, Messaging, Facebook, Twitter, Etc.)

attendees from 58 countries

passengers pick up and read the in-flight magazine. Exhibitors Print Lives at 35K Feet! Newspapers might be going out of style but in-flight magazines aren’t. Passengers said they spent an average of 13.7 minutes perusing the in-flight magazine.

square meters of convention floor covered

Enabling 57%the Connected Cabin

24% LITEflight® HD Assemblies

of passengers said they purchased alcohol in-flight.

of passengers said they engaged in in-flight gaming in the last three months.

Carlisle Interconnect Technologies Lots Of Candy Crushing Going On. This trend isn’t just being driv- designs en by the prevalence of mobile gaming. In fact, of those passengers and manufactures easy-to-install, cost effective that said they engaged in in-flight gaming, 70% did so using in-flight interconnect solutions for the connected cabin. Our provided gaming.” streamlined air-to-air and ground-to-air SATCOM integration allows for the next generation of inflight entertainment and connectivity systems. CarlisleIT’s solutions are lightweight and combine full electrical and structural integration, providing superior data exchanges between systems.

51%

Happy Hour In The Sky. Men (27%) are more likely to drink than Women (20%), Australians (36%) were most likely to imbibe, followed by Americans (35%) and Brits (33%).

Octax® Connectors

Gigabit Data Cables

Join us at APEX 2014 BOOTH 1331

www.CarlisleIT.com | 800.458.9960

of passengers bought in-flight snacks

Apex Daily 1-2 Hor template.indd 1

7 out of 10

2014-08-29 12:50 PM

Apex1Daily Banner 181mm x 18mm .indd Day

daily experience

2014-08-29 2:42 PM Follow us @theAPEXassoc

Members Reconnect at Opening Reception

expo daily 2014 | anaheim, ca usa 14 - 18 september

Airline Passenger Experience Association

AD ZODIAC INFLIGHT INNOVATIONS AIRCRAFT SYSTEMS Entertainment & Seat Technologies

Apex1Daily Banner 181mm x 18mm .indd Day

daily experience

Hot Off the Press… Industry News

Comfort & Ambience

Boeing Succeeds in Early Wooing of China Airline Startups

Meet the Newest Planes From Boeing, Airbus, and Bombardier

13 September, 2014, The Seattle Times

13 September, 2014 – The Motley Fool

Having authorized the allowance for low-cost carriers only last December, China has become the commercial battleground for Boeing and Airbus.

Beyond weight reduction and fuel efficiency, commercial aerospace manufacturers are focusing on improving #paxex with larger overhead bins, larger overhead windows and dynamic air management systems.

Entertainment & Connectivity

Digital Undivide: New Google Flights finds the best airfare, schedule, Wi-Fi and other tech amenities 11 September, 2014 – San Francisco BayView

The inclusion of Wi-Fi availability listings in Google Flights search results speaks to the growing demand for passenger connectivity. Along with IFEC, the search results will also indicate if the plane has an embedded seatback system and in-seat power.

Catering & Services

The Future of Airport Design is All About SelfService

2014-08-29 2:42 PM Follow us @theAPEXassoc

The Daily Experience Team Al St. Germain > Publisher

Terri Potratz > Editor

Katie Sehl > Assistant Editor

Jessica Sammut > Community Manager

Andreanne Lafond > Production Manager

Howard Slutsken > Contributor

Cameron Watt > Contributor

11 September, 2014 – Condé Nast Traveler

Airports invested in improving #paxex are focusing on hospitality-inspired concierge services, such as airside food and retail delivery, and developing a more holistic infrastructure for the independent traveler.

Jenn Wint > Contributor

Nicolas Venturelli > Art Director

Steve O’Connor > Sales Director

Ella Ponomarov > Research Assistant

Steve Mandamadiotis > Digital Product Manager

for more industry news, sign up for the APEX Weekly Connection Newsletter at > blog.apex.aero/newsletter

expo daily 2014 | anaheim, ca usa 14 - 18 september

Mehran Torgoley > Photographer

Katrina Chavez > Photographer’s Assistant

Airline Passenger Experience Association

with us, the sky has no limits

in-flight connectivityâ&#x20AC;&#x201C; powered by deutsche telekom Deutsche Telekom is one of the biggest telecommunications providers in the world. We manage more than 50,000 HotSpots around the globe, and now we provide unsurpassed high-speed Wi-Fi services in-flight, too. Accessible on international flights every day via credit card, vouchers or roaming with one of our many partners. Let your customers become part of our idea of innovation and grow your business - with us, without limitations.

Aero-communications service provider to planet Earth

AD Gogo is the leading name in aero-communications. With more than 20 combined years of experience managing an ever-evolving mobile network in the sky, our advanced technology solutions bring inflight connectivity to your fleet with unmatched experience and insight. And as always, every aspect of our service is backed by ongoing, comprehensive support. Visit us at APEX 2014 and find out how Gogo can empower your fleet for connected skies. ÂŠ2014 Gogo LLC. All trademarks are the property of their respective owners.