FTE APEX Virtual Expo Daily Experience – December 8, 2020

DECEMBER 2020

Expo Daily Experience

OFF AND RUNNING Embracing Tech and Driving Change at Virtual Expo

Cathay’s “Tasty” Ancillary Approach

Aura Deep Cleans + Other Product News

AVIATIONvsCOVID19 Solutions in 72 Hours

Read more on page 14

Read more on page 17

Read more on page 28

APEX.AERO APEX.AERO/NEWSLETTER

#FTEAPEXVIRTUALEXPO @THEAPEXASSOC

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NUMBER CRUNCHING

Vital Statistics This year’s expo may be virtual but the work that went into planning it is very real.

Here’s a tally (at the end of Day One) of the numbers behind the event.

453

175

36

30

C-Suite leaders in attendance

167

registered airlines

APEX member exhibitors

registered exhibitors

Number of booths in the exhibition hall:

81

first-time exhibitors

Total number of speakers: In the Auditorium:

105

OnDemand Speaker Zone:

56

OnDemand Speaker Zone:

Auditorium Day 1:

Auditorium Day 2:

12 hours, 22 minutes and 31 seconds

15 hours and 45 minutes

13 hours and 15 minutes

+

+

Estimated Amount of Content

Total viewing hours

41 hours, 22 minutes and 31 seconds Number of weeks it took to record on-demand content:

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KEYNOTE CORNER

CEO Confidential Akbar Al Baker, Ed Bastian and Jeff Knittel each sit down for a “fireside chat” to share their thoughts on Virtual Expo’s theme: Transforming air transport post-COVID-19

by STEPHANIE TAYLOR

Qatar’s Customers Remain King Throughout COVID

Delta has High Hopes for Post-Vaccine Air Travel

Learning Takes Center Stage at Airbus

During his conversation with BBC World News anchor and presenter Aaron Heslehurst, Qatar Airways’ Group CEO, Akbar Al Baker, highlighted that the carrier catered to hundreds of thousands of stranded passengers when other airlines stopped flying at the start of the pandemic.

Qatar Airways never reduced its number of destinations below 30 and conducted around 150 flights per week. “At a time of big difficulties for passengers, we wanted to be an airline that looked after them, served them,” says Al Baker. If that service involved flight changes or refunds, Qatar also obliged.

“600,000 refunds were given and only 33,000 still remain, but that’s because those passengers have not approached us.”

While many other carriers pressed pause on food and beverage, the airline maintained its in-flight services by switching to prepackaged and single-use products delivered all on one tray to minimize contact between passengers and crew. It also removed “trivial” things like menu cards. These changes, along with the use of new tools like UVC cleaning robots, have protected passengers and crew from COVID-19. Al Baker says that “99.988 percent of people who have traveled on Qatar Airways have not in any way been exposed to the virus … and when it comes to the cabin crew, only 0.0002 percent of our cabin crew have been in contact with a positive person.”

Delta Air Lines CEO Ed Bastian’s response to the COVID-19 pandemic has been steered by wise words from the company’s non-executive chairman, Francis Blake.

“He said many times people think that out of crises, character is born, it’s not.

Character is revealed through crisis …

It’s always in the back of my mind as I’m making decisions: that you’re going to be evaluated in the future on the decisions you take today.”

This way of thinking has clearly paid dividends as Bastian revealed: “Our net promoter scores have never been higher and it’s against a discerning customer … there’s a lot of anxiety about the air travel experience. Yet at Delta our people have been reassuring, they’ve been confident about their reassurance … our customers are telling us it’s not only as good as it was in the past, it’s even better.”

Looking forward, Bastian has high hopes for spring 2021 onward, when “people are going to be inoculated at very high levels.”

He stated, “The demand next year is going to be meaningfully better … The world needs us and we’re going to come back stronger than ever.”

Education and learning are central pillars of Airbus’ commitment to sustainability.

Speaking about how the OEM is looking holistically at the efficiency of its operations as well as the aircraft it creates, from its offices to its final assembly lines, CEO Jeff Knittel says: “I believe it’s a cultural mindset of continuous improvement.”

In terms of emissions-neutral aircraft, Knittel confirms: “We believe hydrogen is the best solution ultimately,” but that the journey to get there – potentially by 2035 – will be a learning curve, too.

“There’s a plan and a process to get the infrastructure in place. We call it the “airport hydrogen hub.” You start with the tugs, the buses … the infrastructure around the airports. As you build that over time, you get to the position where you can take that next step … We’ve said we need to make a decision in the next five to eight years. We have concept airplanes, we’re going to have to go to demonstrator airplanes, and as we go through that there will be a learning, and as we’re learning we can build out the infrastructure.”

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Learn more about APEX at apex.aero

Expo Daily Experience

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As airlines offer increasingly more digitalised experiences, EAN will be a catalyst that helps lead to a sustainable recovery.

It can also help you unlock valuable ancillary revenue from e-shopping and advertising.

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FROM THE EXHIBITION HALL

The Highlight Reel Products to know at FTE APEX Virtual Expo

by JUSTIN MULFATI AND STEPHANIE TAYLOR

Entertainment & Connectivity: Collins Aerospace CabinConnect from Collins Aerospace allows travelers to surf the web and stream video thanks to broadband connectivity powered by Inmarsat’s GX Aviation satellite network. The product also boasts real-time credit card authentication to minimize the risk of fraud. Meanwhile, the company’s InteliSight suite of products enables pilots to access the real-time data they need before, during and after a flight. The electronic flight folder improves cost and time-savings efforts through improved fuel consumption and elimination of paper-based processes.

At the booth Visit the Collins Aerospace Virtual Experience, the company’s 3-D booth, to view an interactive demonstration of the contactless passenger journey, access product brochures, watch demo videos and chat with representatives.

Take the Survey

December 9 is the last day to fill out Intelsat’s Connectivity Survey — you could win one of five Amazon gift cards valued at $50.

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FROM THE EXHIBITION HALL

Entertainment & Connectivity: PXCOM IFEC company PXCom recently launched PX2GO, a comprehensive travel platform that airlines can offer to customers via their existing app and wireless in-flight entertainment system. Travelers can view health and safety protocols, reference information on the airport, flight, destination and more, as well as enjoy the airline’s content library throughout their journey. Thanks to an open platform design, airlines can integrate third-party services like health passports, ancillary offers, programmatic advertising and retail. The platform is built with security in mind and puts travelers in control of their data.

In-Flight Service: IN Air Travel Experience, The Aviation Nutritionist Wellness, sustainability and operational efficiency will always be important to the aviation industry. With that in mind, IN Air Travel Experience and The Aviation Nutritionist have teamed up to develop the FIT.bowl. The one-dish meals are designed to boost immunity and combat the negative effects of air travel. They also provide a low-touch solution for crew, reduce single-use plastics by up to 55 percent and are suitable for complimentary dining, pre-order and buy-on-board. “Nutritious, quality meals at altitude are no longer the preserve of private aviation,” says Sarah Anderson, The Aviation Nutritionist CEO.

Airport Experience: EEZEETAGS When eezeetags self-service bag tags were first released in 2012, automated baggage processing was becoming increasingly popular — with traveler numbers continuously climbing, airports were looking for ways to reduce queue times within the confines of existing infrastructure. This prompted Borry Vrieling to develop a foolproof bag tag that requires no staff guidance and produces no waste. Today, the product is arguably more relevant than ever as social distancing and self-service have become the norm. Travelers simply wrap the tag around their bag’s handle and press both ends together: the adhesive will not stick to surfaces other than its own.

At the booth eezeetags’ newest features include color-coded tags for heavy or priority baggage and QR codes on the reverse side of the tag.

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Expo Daily Experience

FROM THE EXHIBITION HALL

Airbus Delivers First Aircraft With Line-Fit Wireless IFE Architecture Titan Airways is the first of five launch customers to receive Airbus’ line-fit “Open Software Platform” (OSP) on its new A321LR. The introduction of the OEM’s integrated wireless IFE communications architecture is a milestone move towards the “Airbus Connected Experience.”

OSP features Airbus’ embedded servers, routers, Wi-Fi access points and the software platform itself. It allows airlines and lessors to choose from a growing portfolio of software and content partners like Bluebox Aviation Systems, Titan’s supplier. Others subscribed to OSP include Inflight Dublin, Collins Aviation and Display Interactive, with more to come.

BEONTRA Takes Forecasting to New Horizons Software developer BEONTRA has a new forecasting platform in the works designed to support airlines, airports and ground handlers. With plans to go live on January 1, 2021, BEONTRA Horizons uses machine learning, business intelligence and improved workflows based on customer interactions with current products to aid in traffic development and capacity optimization. “[We] are currently undertaking successful trials with five of our existing customers,” explains Martijn Verhees, BEONTRA’s director of Aviation Solutions. “All of our existing customers will transition to Horizons, so eventually our last iteration software will be completely replaced. Yet, we’re aware of the current value we’re providing, and it will be a step-by-step process with an individual trajectory for each of our clients.”

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Airbus’ OSP allows airlines to customize their own wireless IFE offering without any hardware or certification impact, simplifying the process as aircraft transfer between operators and lessors.

Sureclean Unveils AURA Rapid Aircraft Disinfection Solution Singapore-based Sureclean’s new battery-powered AURA solution can deep clean a Boeing 737-800NG in just ten minutes based on two passes through the aircraft cabin, the company says. It claims that it is the fastest aircraft disinfecting machine on the market.

The trolley-like device, which stands at 4.5 feet high and is equipped with six electrostatic spray nozzles, uses GermClean’s aviation-grade disinfectant as its cleaning agent.

GermClean’s residual protection lasts for 30 days and, since it requires only one person to operate the product, represents a significant reduction in operational costs for airlines versus manual disinfection procedures, explains managing director Alvin Tan. The company suggests that certificates or decals detailing the latest cleaning date could be placed inside the cabin to restore passenger confidence.

The product was developed together with ground handling firm SATS and has been tested on Singapore Airlines’ aircraft. It will officially launch on January 1, 2021.

Expo Daily Experience

FROM THE EXHIBITION HALL

ACCESS-IS Develops Document Scanners for Socially Distanced Airports ACCESS-IS has created two pieces of hardware designed to maintain safe distances between passengers and airport staff in response to COVID-19.

The first, CoBolt, allows passengers to scan their own passports and presents gate agents with the scanned image on their local screen, eliminating the need for documents to be physically handled to confirm travelers’ identities. Raj Jain, head of Sales, Airports & Airlines, explains: “The unit is equipped with RFID operation for biometric chip capture, ethernet capability for cloud connection, mobile power via a USB port and where permissible, can provide full-page passport/ID image capture.”

The second connects ACCESS-IS’ BGR750 boarding pass scanner to a 4.3-pound handheld

scanner using a six-foot-long cable, allowing gate agents and passengers to maintain social distance. The handheld scanner can be placed on a stand so that it’s touchless. Jain said it’s a low-cost, stop-gap solution that can easily be unplugged when no longer needed.

Latécoère Celebrates Order For 75-Inch BizAv Monitor Latécoère recently announced the receipt of an order for the business aviation industry’s first-ever 75-inch UHD 4K digital surround sound monitors, which will be retrofitted on Boeing VVIP 777-200 aircraft through its US-based subsidiary, Aircraft Cabin Systems (ACS), in partnership with IDAIR GmbH. The project is scheduled for completion by the end of 2021.

ACS’ monitors come in nine sizes from 27- to 75-inches for 4K UHD monitors, and seven sizes from 17- to 65-inches for HD monitors. A modular design allows customers to integrate their existing HD in-flight entertainment systems, and video inputs and control ports can be customized and scaled from 1080p full HD to 4K Ultra HD. ACS also provides low-emission power supplies and anti-glare film coatings for its monitors.

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FROM THE EXHIBITION HALL

West Entertainment Launches New Website at FTE APEX Virtual Expo To support its international growth, West Entertainment LLC (West), the in-flight and cruise content service provider, announced today that it has launched a new website. Designed to showcase West’s passenger entertainment products and services, the site features a clean design allowing easy access to information about solutions, news, blogs and the benefits of choosing West as an IFE content service provider.

“Our fresh, modern new website has been designed to further enable airlines and cruise lines to understand how we can help them deliver fantastic passenger entertainment solutions as well as intelligent data-driven content strategies,” says Flavia Verano, vicepresident, Strategic Development at West. “We are now in an even stronger position to engage with the industry as we look to expand our international footprint.”

Through the new portal, clients can access the WE by West platform directly in order to view the latest Hollywood and international movies and trending TV shows for review and ordering. They can also find information about West’s Data and Analytics (DnA) platform, as well as the latest solutions from Fly By West and Jetset AI.

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PIONEER THE FUTURE We are looking forward to brighter skies ahead. We can’t wait to partner with you in the future, to make flying an experience that everyone looks forward to, again.

© 2020 Panasonic Avionics Corporation. All Rights Reserved. 28796631

BUSINESS TRANSFORMATION

Ancillary Goes Online In a panel at Virtual Expo, Cathay Pacific’s Aldric Chau and Auckland Airport’s Jayne Wear share how they are using e-commerce to tap into new revenue streams.

by PAUL SILLERS

In November 2019, Cathay Pacific launched a revamped Asia Miles e-commerce platform in an effort to create a frictionless experience for its customers. Now, while flight activity is diminished, the carrier is leveraging this platform to capture new ancillary revenue opportunities emerging from the COVID-19 crisis.

Despite the financial impact of the pandemic on airlines worldwide, Cathay Pacific’s head of Retail, e-Commerce & Travel Partnerships Aldric Chau, says that over the past 10 months the airline saw revenue for non-air retail items grow by 50 percent, with a focus on food & beverage: “We worked with Rosewood Hong Kong to curate our very special mooncake products,” says Chau.

The gift-sets, designed exclusively for Marco Polo Club members, sold out in three days.

Other F&B revenue streams include delivering food boxes within the Hong Kong Airport area through a partnership with app-based food guide and restaurant booking platform OpenRice. “People can earn our frequent flyer currency when they’re booking restaurants or when they’re ordering takeaways and can’t dine out.”

Chau also pinpoints “food souvenirs” as a growing opportunity: “People living in Hong Kong who can’t travel still want snacks from Taiwan or Japan.” Cathay subsidiary Hong Kong Express recently started selling food hampers from Japan.

The airline’s e-commerce platform also offers COVID-19 testing services, insurance products and a hotel selection tailored to quarantine requirements. “ [Digital has enabled Cathay] to join up all these touchpoints online and offline and present a consistent message to customers.”

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The Bucks Beyond the Building Airports reeling from lockdowns and travel restrictions are also looking to pivot toward new revenue streams. In New Zealand, with international passenger volumes down 95 percent from 2019, Auckland Airport (AKL) saw the opportunity to extend its digital retail offering to its domestic terminal, as internal flights recovered by 65 percent.

Prior to the pandemic, AKL was already focused on leveraging its digital rewards and recognition program, Strata Club, accessed via the airport app. Strata enables customers to earn and spend points when they book airport parking or shop across stores and restaurants within the terminals. Concurrently, the airport started the first phase of its omnichannel strategy partnering with AOE to design and build The Mall, an e-commerce marketplace providing travelers access to retailers and allowing them to pay at any stage of their journey using their mobile devices.

“International travelers who purchase duty- and tax-free goods from downtown stores need to be able to collect those as they depart Auckland Airport. We digitalized the service for off airport clients through a new logistics and fulfillment platform for the collection point,” says Jayne Wear, AKL’s head of Omnichannel, who notes that the airport’s retail offer had historically been restricted due to physical space constraints.

In June the airport surveyed domestic travelers on what would bring value to their airport journey. They responded by saying they wanted a contactless, international-type shopping experience when traveling domestically. “Travelers associate the experience of airport shopping with the excitement of upcoming travel and we wanted them to be able to continue to enjoy this, even though they’re not currently able to travel internationally.”

Six weeks after rollout, Wear says: “We’ve seen a similar degree of resonance to the core categories and brands shopped in our international experience. There’s been a greater volume of buying, given that the normal international travel allowance limit restrictions do not apply, as well as a higher mixed basket and average order values than we expected.”

Expo Daily Experience

Come and meet us in our booth and learn all about our wireless inflight retail environment Click here for the round table discussion video with Scoot, KrisShop and SATS-management

We bring wireless inflight retail to a whole new level

SAFE & SEAMLESS TRAVEL

Put to the Test The integration of testing into the end-to-end journey is crucial to reinstating passenger confidence and rebooting public inclination to fly, according to a panel of leading airline and airports at FTE APEX Virtual Expo.

by PAUL SILLERS

Airlines and airports are striving to get to a point where passengers and crew are no longer anxious about the risk of contracting COVID-19 at any point during travel.

Testing is the catalyst that will facilitate that objective by screening out contagious passengers.

“We’re pushing for an advanced kind of digital health pass platform and Cathay Pacific has been the pioneer having done the first trial as a commercial airline,” says Vivian Lo, the airline’s general manager, Customer Experience and Design. Lo leads Cathay’s “COVID-19 restart task force,” focused on end-to-end changes to enable a “customer-centric restart.”

She says Cathay wants to play a role in putting in “confidence systems,” where pre-departure testing will “form the basis for travel to reopen and ensure that test and vaccination records are being validated in a high-integrity framework.”

The importance of testing was mirrored

by Sujata Suri, vice-president, Strategy and Customer Experience, Hamad International Airport – one of the few airports that continued to operate at the outset of the pandemic. “We got into the act before the

ICAO Council Recovery Task Force started – we are absolute veterans in how a pandemic is to be dealt with within an airport.”

The airport implemented thermal screening on January 23, 2020; opened its first test clinic on February 4; and began swabbing arriving passengers as of March 20. By August 1, when lockdown restrictions were lifted, the airport had deployed thermal screening across all its ingestion points; opened three clinics for swabbing and testing passengers; and had segregated its facility to “accommodate passengers from high-risk and low-risk destinations.”

Hamad International’s efforts have garnered Skytrax’s 5-star COVID-19 Airport Safety Rating and a British Standards Institute Aviation Certification of Compliance.

“We wanted to put out a robust health program to instill confidence, so when the recovery happens there will be much faster growth than what would have happened otherwise,” says Suri.

The overriding challenge, however, remains the standardization of health and safety protocols, she adds. “[This] would bring in some level of predictability in a passenger’s journey and that just becomes a lot easier for us to automate, and for us to create a process around.”

Virtual Expo Connection

“Reimagining the end-toend guest experience to deliver a safe, seamless and touchless journey” is available in is available in the event environment until January 8, 2021 Panel participants (from top) Hon Lung Chu, Volocopter; Candice Lyog, Cebu Pacific Air; Vivian Lo, Cathay Pacific; and Sujata Suri, Hamad International Airport.

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INDUSTRY

Data Shows Travelers Are Happy in Airports Data compiled by HappyOrNot, a company responsible for the mood-rating kiosks found at 160 airports in 36 countries, indicate travelers are surprisingly happy to be in airports. The company said people are more likely to push the “delighted” or “very happy” buttons, rather than the one indicating they’re merely

NETWORKING

E-Meet and Greet APEX Media Director Maryann Simson checks in with Catherine Noakes, operations director, FTE APEX Virtual Expo, on how to make the most of the event’s networking opportunities.

What if I don’t have much time for this part of the event, how can I make the most of the networking sessions?

They are short – most of them are just one hour. We also sent participants a how-to event before the kickoff to ensure they could hit the ground running.

by MARYANN SIMSON

Organized networking events are easily one of the most dearly missed parts of the in-real-life conference experience. During my 14 years in this industry, I’ve met countless fun, inspiring and interesting people while sipping a cocktail in a hotel lobby, clinking glasses in a German beer cellar and looking out over twinkling cityscapes from scenic rooftops all over the world.

While the networking events at Virtual Expo are necessarily BYOB, they are nonetheless designed to facilitate those important by chance encounters that help sprinkle some spontaneity into a day of scheduled meetings, talks and demos. Catherine Noakes (who I met at an FTE networking party) shares how: What was the thought process behind the networking program at FTE APEX Virtual Expo?

After this year, people need to get together more than ever and share experiences; we wanted to enable that.

There is both a networking lounge and more structured networking sessions (accessible to premium pass holders only).

How did you choose discussion topics for these sessions?

At each networking event there are 10 “floors” with one overarching subject and several discussion tables per floor. Topics are based on people’s “area of interest” – that’s why we asked so many questions at registration!

Can I create my own table?

No, but we do have an entire floor for free networking. We also have one-on-one tables for those who wish to have a private chat.

Are my conversations private? Can they be recorded?

They are definitely not recorded; what happens during the networking sessions, stays at the networking sessions.

Is there a dress code?

Business casual on top; usual video call attire below (aka) loungewear and slippers!

For those who didn’t attend the Day 1 sessions (or even for those who did), what are some of your top tips for virtual networking success on Day 2?

Don’t forget to introduce yourself and do send a direct message to anyone whose contact details you need. Make sure the room you are in is tidy, that there’s good lighting and you have a good Internet connection. Beyond that, just be nice and remember to take yourself off mute.

Can I bring my own cocktail?

Absolutely – this event is global – it’s cocktail o’clock somewhere.

Virtual Expo Connection

Day 2 networking sessions are open to all premium attendees.

Expo Daily Experience

Asia-Pacific - 8 a.m. GMT EMEA - 3 p.m. GMT Americas - 10 p.m. GMT 19

NEXT-GEN AIRPORTS

Changing Spaces An architect, a technology supplier and leaders from Adelaide Airport and Spirit Airlines come together at Virtual Expo to weigh in on the obstacles the industry needs to overcome so that passenger well-being post COVID-19 doesn’t get held up in the terminal.

by MARISA GARCÍA

As the aviation industry works to ensure passenger safety amid the COVID-19 pandemic, it faces many of the same impediments it did post 9/11 when it was tasked with beefing up security: an overall lack of harmonization.

“The security process has improved, but realistically, we’re still funneling everybody through the same choke points and then allowing them into the sterile area,” says David Blackwell, executive general manager, Technology and Innovation at Adelaide Airport. There’s no universal infrastructure to speed up passenger processing, which still leads to crowds today, he adds.

“Queuing is bad for COVID — you cannot maintain social distancing. Being able to do these processes off-airport will significantly help,” adds Chris Forrest, vice-president, Airports and Unmanned Aerial Systems at Collins Aerospace.

Antoinette Nassopoulos-Erickson, senior partner, at Foster + Partners architects, agrees. While more checkpoints for testing might be necessary, there still needs to be room for healthy passenger flow, with features like air purification systems, new seating layouts, better lighting and even open spaces in the sterile area of the airport.

“We want to make sure that people can navigate [the airport] the way they want to navigate it, but also feel safe and secure,” says Nassopoulos-Erickson.

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Prior to the outbreak of the pandemic, IATA and Airports Council International proposed an initiative to introduce technologies that would streamline air travel, move check-in and baggage drop off-site and reduce crowds at security. The NEXXT initiative is ongoing, but many airports and airlines still have major investments to make in this regard. New partnerships also need to be forged with off-airport check-in service locations and governments have to agree to standards for biometric data exchange before the ultimate goal can be met.

Of course, the challenge comes back to universal adoption and international cross-border acceptance. Mike Byrom, vice-president, Airport Services, Spirit Airlines, says it best: “The regulatory regime very much dictates or throttles your innovation.”

Virtual Expo Connection

Find “What will the next generation of airport facilities look like postCOVID-19, and what technologies will they utilise?” in the event environment until January 8, 2021.

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DIGITAL TRANSFORMATION

Future Forward Leaders from Singapore Airlines, Japan Airlines and Hong Kong Airport Authority share that to optimize operations post COVID-19, we need to think digitally — now.

by HOWARD SLUTSKEN

It might sound like science fiction, but travelers on Japan Airlines are already experiencing elements of a post-COVID world.

Pre-flight smart airport guides, avatar robots aiding passengers in terminals and holographic receptionists in lounges, are some of the solutions that the airline has brought forward from the future.

“COVID-19 has certainly played a role in accelerating the digital transformation,” says Tomohiro Nishihata, managing executive officer, Innovation, Japan Airlines. “We, and I’m sure at many other airlines, too, have been working to make touchpoints even more touchless and reduce human contact.”

This focus on passenger and employee safety has trickled down to the airline’s operations as well, where there is an increasing fusion between the digital and physical worlds, Nishihata adds.

For example, the airline is developing virtual training solutions for cabin crew and aircraft maintenance.

“In the future, training will no longer need to be confined to a physical location or constrained by a time schedule,” he says.

One critical post-COVID technology that the industry needs to adopt posthaste is a digital health pass, opines Chris Au Young, general manager, Smart Airport for Hong Kong Airport Authority.

“How are we going to digitalize the COVID test report? The digital health pass problem brings the governments, airlines, airports and medical labs all together across geographic locations,” he says.

The Human Factor As the pandemic unfolded, Singapore Airlines’ leadership recognized that its transformation had to go far beyond financial and business operations.

“There is no company transformation if you don’t transform your people. And transforming people is the toughest thing to do on this Earth,” says Jerome Thil, the airline’s vice-president, Digital Innovation.

To empower its employees and encourage them to act as agents of change, the airline created a digital “suggestion box.”

Once an idea is selected, the employee becomes its champion and the driving force behind its implementation.

“You’re going to be the owner of the solution. You’re going to go through the journey,” says Thil. “When I want to feel better, I go to this platform and I read what people have posted there.”

Virtual Expo Connection

PHOTO: JAPAN AIRLINES

“Embracing technology and digital transformation to optimise operations in the post-COVID-19 world (automation, AI, robotics)” is available in the event environment until January 8, 2021.

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Expo Daily Experience

Learn more about APEX at apex.aero

Bluebox Wireless Solutions Engage. Entertain. Earn.

Bluebox helps move your on-board services into your passengers’ hands – safely, digitally, wirelessly.

Phones, tablets and laptops are invaluable tools for engaging with passengers on board, especially now.

Bluebox offers cost-effective wireless solutions for maintaining key elements of your on-board services – informing passengers of safety measures, entertaining them with in-flight magazines and other media, and facilitating on-board retail – delivering these via passengers’ devices.

Virtual Seat Pocket delivers your safety information, magazines and menus digitally.

Virtual Trolley enables touch-free retail, allowing passengers to browse items, order, and pay directly from their own device, minimizing interactions with cabin crew.

With over a decade delivering award-winning innovation to airlines around the world, Bluebox’s wireless platforms can help you offer on-board services safely.

Want to engage, entertain and earn revenue via your passengers’ devices?

Contact Bluebox.

Bluebox Wireless Solutions / info@blueboxaviation.com / www.blueboxaviation.com

THINK TANK

Hour of Power With an honest and unflinching look at the challenges facing the aviation industry, followed by actionable solutions to help overcome them, the latest FTE APEX Think Tank at Virtual Expo is a must-see for those looking to future-proof their business.

by JUSTIN MULFATI

Javed Malik, Air Asia; Robert Carey, easyJet; Satyaki Raghunath, Bangalore International Airport; Juha Jarvinen, Virgin Atlantic; Christina Cassotis, Pittsburgh International Airport; Daniel Colman, FTE

After a year that has transformed the entire airline industry, the question of how to move forward was the topic of discussion at the exclusive FTE APEX Business Model Transformation Think Tank.

The Think Tank team, made up of Think Tank captain Satyaki Raghunath, chief strategy & development officer, Bangalore International Airport Limited (BIAL), as well as Javed Malik, COO, AirAsia; Christina Cassotis, CEO of Pittsburgh International Airport; Juha Järvinen, CCO, Virgin Atlantic; and Robert Carey, chief commercial & strategy officer, easyJet, all agreed that postCOVID-19, a great reset is warranted.

Behind the Screen Health screening is here to stay, the Think Tank concluded, but there are still significant roadblocks before the industry can scale up testing efforts. “Every single state [in the US] has a different set of rules. We have a large domestic market that is absolutely depressed and suppressed because there’s no confidence that state-by-state the rules are the same,” Cassotis says. Malik responds by saying that airlines, airports and outfits like the World Health Organization (WHO) and the International Civil Aviation Organization (ICAO) need to present a united front if they want lawmakers to hear their concerns. “Governments are currently overwhelmed,” Järvinen stresses. “We can’t wait and see what happens; we need to work together as an industry.”

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THINK TANK

Home Away From Home The pandemic has really forced the industry to rethink the entire passenger journey, and it will need to pursue out-of-the-box business strategies, particularly when it comes to food & beverage (F&B), retail and baggage in order to ensure a positive travel experience. For instance, airport space can be converted into pickup points where travelers go to collect preordered meal kits to bring on the plane, Malik suggests. Cassotis thinks these types of initiatives take care of the passenger, while also unlocking important new revenue streams.

Meal kits could be co-branded, for instance, and distributed on either end of the passenger journey, she says. “What would it mean if I could get off my flight, know that I could pick up dinner, and just ‘be home’?” But in order to pursue any of these ideas, there needs to be a platform that connects F&B service providers with airlines and airports, says Järvinen, who encouraged IT professionals attending Virtual Expo to take up the challenge.

Shopping Surge The aviation industry has a lot to learn from the e-commerce giants of the world, the panel agreed. Airports and airlines should pursue an Amazon-style approach and broaden the scope of available products beyond the traditional travel retail and duty-free offers. Passengers can then pick them up at the airport or have them delivered to their home. By moving baggage processing off site in lieu of kiosks, airports

can reclaim that space for revenue-making commercial activities, Raghunath adds. “We could possibly save 20-30% of terminal area, and transform its design, development and expansion” he says.

Golden Opportunity While the Think Tank convened for just over an hour, they could have stayed on the call for much longer. Ultimately, Malik opines, the industry should view COVID as an opportunity, not just a threat. “In my view, it’s the best thing to have happened to aviation in a way: it has made us come together and say ‘drop those barriers,’” he says, referring to the large-scale collaborations that have emerged between airlines, airports and their suppliers like e-commerce companies, delivery services and electronic bag tag vendors. Raghunath says that the Think Tank’s final report has got potential. “This is the sort of session that should energize everyone in the industry.”

Virtual Expo Connection

The Business Model Transformation Think Tank will be available until January 8, 2021. Share your comments on the Think Tank with FTE.

Expo Daily Experience

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KID-Systeme

Seamlessly innovative and boldly green.

KID-Systeme is a market-leading supplier of electronic cabin systems for passenger and corporate aircraft, based in Germany. With their mindset geared towards innovations in technology, sustainability and customer experience, KID counts the most renowned airlines worldwide as their valued customers. Our product range encompasses customizable in-seat power solutions, cabin and cargo safety features, as well as an open hosting platform for applications and entertainment. www.kid-systeme.com

BIG IDEAS

Eureka Moment The AVIATIONvsCOVID19 virtual innovation challenge proves that crisis can truly be an opportunity. Meet the winning teams and the passenger-focused ideas they came up with in 72 hours. Who knows? One of them may just be the next big thing.

by JASMIN LEGATOS

For three days in October, teams from all over the world and different sectors of the aviation industry came together to devise user-centric solutions to aid in post COVID-19 recovery.

At the end of the AVIATIONvsCOVID19 virtual innovation challenge, the 55 participants (chosen from a pool of 150 applicants), generated over 400 ideas and proposed eight concrete prototypes to the jury — without ever meeting in person.

“Our mission was to bring back the confidence in the passengers to again hop in an aircraft and fly,” says Aman Bhattarai, a senior consultant with zeroG and one of the event’s lead organizers.

The teams used design-thinking to tackle some of the biggest problems facing the industry since the advent of COVID-19 — and some that already existed — under the guidance of experts in that field.

“All these ideas serve as an inspiration and as an open source to the aviation community,” adds co-organizer Nadine Meichsner, from Lufthansa Consulting.

For Bhattarai, the end result is about more than just the big ideas, however. “The aviation industry has always said we stand together during this crisis. But for the first time, through this innovation challenge, the aviation industry actually stood together.”

The Team

The Pitch

In-Flight Insomniacs

Despite the aviation industry’s efforts to make air travel safe during COVID-19, the idea of being in an enclosed space and in close contact with strangers still doesn’t sit well with many people. Flight Buddy is a platform that acts like a one-stop shop to minimize physical interactions along the passenger journey. Through your personal device, you can access everything from a map highlighting your seat’s location in the cabin, to in-flight shopping and a digital copy of the in-flight magazine. That means passengers will have to touch less to get the information and services they need. Flight Buddy can even send push notifications advising when your assigned seat has been sanitized, alert cabin crew when you have a query and put you in a virtual queue for the on-board lavatories, helping you to avoid the bathroom line. The app also connects to the in-flight entertainment system so you can control it from your phone. According to The In-Flight Insomniacs, the plan is to produce a minimum viable product in as little as 6 months.

The Product

Flight Buddy

Expo Daily Experience

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BIG IDEAS

The Team

The Product

COVIDbusters

smart.ie The Pitch

The first step in restarting the travel industry: Getting people to actually plan trips. With COVID-19 however, even for those who want to travel, there are obstacles. Different and ever-evolving restrictions across the globe as well as inconsistent information might take people right out of their comfort zones. Then there’s the fear of booking a trip to a destination that suddenly becomes a hotbed of infection. Smart.ie’s goal is to give leisure travelers an easy-to-navigate platform that helps users find the best travel options based on their needs and preferences. A traffic light system warns of the COVID-19 risk and outlines entry regulations based on the latest available data. By aggregating all information in one app, booking becomes less uncertain. You tell Smart.ie how you like to travel (air, rail, car), where you’d like to go, your budget, what type of trip you’re looking for and even if you have reduced mobility or are traveling alone. The platform’s algorithm automatically suggests the best options, transparently outlining the risks at the same time.

If after you’ve booked a trip, your destination changes from a green to a red light, you receive a real-time notification and suggested alternatives. Smart.ie even has its own insurance scheme to cover those situations. Team COVIDbusters has set a target of February 2021 to secure its first round of funding.

The Team

The Idea

The Arrivals

ABC – Arrival Baggage Concierge The Pitch

You’d be hard-pressed to find anyone excited by the idea of waiting to claim their bag after a flight. With COVID-19, cramming next to your fellow travelers at the baggage carousel is even less appealing.

The Arrival Baggage Concierge (ABC), gives you the option of getting your bag another way. You can have it shipped directly to your destination, or pick it up at an airport kiosk or nearby parcel locker. Through the ABC app, which can be integrated into airline or airport apps, passengers can choose from a myriad of different configurations. Prefer door-to-door service on both ends of your trip? Not a problem. Need to change options mid-flight? Also possible. Real-time tracking and notifications mean you always know where your luggage is at all times. If something goes wrong en route, you can get help using the ABC chatbot and even seek compensation through the app. It will even send you a QR code for a free coffee should your bag be delayed. The team behind ABC is already working on a demo and say they have support from Cincinnati/Northern Kentucky International Airport. Find them on LinkedIn.

Virtual Expo Connection

Catch it on-demand: Meet the challenge winners and find out more about the challenge itself in the Startups & Future Inspiration section of the onDemand Speaker Zone, available until January 8, 2021.

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Expo Daily Experience

CHANGING THE GAME.

NO MORE TRAYS.

HEALTHY. SUSTAINABLE. DELICIOUS PEOPLE

PLANET

A holistic passenger experience

Reduce environmental impact

uality product, Q delicious food Nutritional value & wellness Customer confidence, safety & low-touch

ackaging reduction P Food waste minimization Use of sustainable materials

Up to 55% packaging saving

20% weight saving

PROFIT Simplify, optimise, save ost savings C Passenger satisfaction Operational efficiencies Business model innovation Watch the video

25% trolley space saving

Like to know more? Email info@in-atx.com or, visit www.theaviationnutritionist.com to watch the video.

REDEFINING THE END-TO-END PASSENGER EXPERIENCE AND BUSINESS PERFORMANCE

CO-LOCATED

LAS VEGAS 8-10 SEPTEMBER 2021

SINGAPORE 9-10 NOVEMBER 2021 ONLINE 8-9 DECEMBER 2020

NEW

NEW

+ PLUS

w w w . Fu t u r e Tr a v e l E x p e r i e n c e . c o m

QUICK HITS

Suggested Viewing APEX Media director Maryann Simson highlights the best of the best in the OnDemand Speaker Zone at FTE APEX Virtual Expo.

by MARYANN SIMSON

Aloha Automated Screening!

NEC & HAWAII DEPARTMENT OF TRANSPORTATION

Hawaii has been hit hard by the pandemic and its associated travel restrictions.

Even when air travel came back online, capacity remained very low. This was largely due to the slowdown caused by enhanced passenger screening measures.

In particular, manual thermal screening required a lot of extra on-the-ground resources and arriving travelers were stuck waiting for their turn on sweltering jet bridges. This also affected the turnaround times for airlines.

In response, the Hawaii Department of Transportation Airports Division turned to NEC Corporation of America to implement hygienic, contactless thermal screening, says Bill Carleton, the company’s senior program manager, Aviation.

Its team deployed a contactless thermal imaging solution across five major airports, including integrated face imaging and detection of body temperature above 100.4 degrees Fahrenheit, so that those persons can be called aside for additional screening.

“The solution was developed with a ‘security by design, and privacy by design’ approach, allowing it to easily integrate with the Hawaii Department of Transportation’s operational and security processes for the pandemic,” says Carleton.

“The system can detect persons wearing masks covering their mouth and nose as many travelers are now required to wear a mask for safe travel.”

Virtual Expo Connection

Catch it on-demand: How does the Hawaii Department of Transportation provide a safer, more hygienic travel experience during the COVID-19 pandemic?

Expo Daily Experience

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QUICK HITS

Uniform Transparency ALASKA AIRLINES

Alaska Airlines’ director, Guest Product Delivery, Amber Simonsen takes us back to the early days of the pandemic, outlining how her team went from a place of creation and enhancing the guest experience to the less comfortable place of “daily firefighting.”

Alaska Airlines had been planning to roll out a new uniform design for years, with an official release date set for March 18, 2020.

But just a few days before launch, the world went into lockdown. After much agonizing

and discussions with employee unions, the airline decided that the planned celebration over the launch was just not appropriate, given the severity of the unfolding pandemic.

The airline’s senior vice-president sent a letter to employees to explain the decision.

“The letter was filled with transparency, candor and optimism,” Simonsen explains. “… it was a moment of really inspiring leadership that I’ll always remember. It’s okay to change course, but it must be done with humility and empathy to be well received.”

This is a “feel-good” presentation but beyond that is galvanizing to anyone working in branding or those who have encountered disappointing project setbacks just as they approached the finish line.

Virtual Expo Connection

Catch it on-demand: Product launches and the pandemic: How Alaska Airlines pivoted the day of travel guest experience with unique products that continued to delight flyers and support employees

Enduring Interiors CAPA - CENTRE FOR AVIATION

What solutions devised to reassure passengers about cabin interiors are most likely to be implemented and provide long-term value for airlines? Kai-Chin Shih, head of Interiors Research at CAPA Centre for Aviation, uses a grid borrowed from consulting firm McKinsey to assess various solution groups, including extra sanitization, hardware modification and digitization.

Spoiler alert: the outlook isn’t favorable for physical segregation and airflow concepts that require certification and costly modifications; costs would trickle down

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CAPA Centre for Aviation’s Kai-Chin Shih used a McKinsey grid to evaluate different solution groups for aviation.

Virtual Expo Connection

Catch it on-demand: State of the Aircraft Interiors and IFC market

Expo Daily Experience

to the consumer, who is likely to be price sensitive for the foreseeable future.

“It’s worth mentioning that out of all the solutions proposed during COVID-19, the only ones that airlines have signed up for are related to sanitization, as well as in-flight mobile phone and tablet usage,” says Shih. Sanitation initiatives might dwindle after COVID if demand for intensive cleaning subsides but “there is one thing I’m sure we’ll see stick around: the support for personal electronic devices,” he adds.

Visit our virtual booth

Building your digital cabin now The BoardConnect Digital Experience Platform (DXP) Unlock the power of customer engagement and insight, and enhance the true customer experience with unlimited capabilities.

Lufthansa Systems GmbH & Co. KG | Marketing & Communications | Am Messeplatz 1 | 65479 Raunheim | info@LHsystems.com | www.LHsystems.com

SOCIAL

Hear & Now The first day of FTE APEX Virtual Expo was a huge success, and you let us know it on Twitter!

“Thoroughly enjoyed Day 1 of the #FTEAPEXVirtualExpo.

“What a day so far! Thanks for organising such an outstanding event @FutureTravelX @APEX. We are excited about another day of live sessions & meetings tomorrow.”

AERQ

“It has been incredible to spend time in networking lounges with colleagues that I have not seen all year!”

Dr. Joe Leader, APEX/IFSA CEO

Great to connect with people from around the world.

Already looking forward to more informative sessions later this evening and tomorrow!”

Benedict Montgomery, commercial communications and engagement manager, British Airways

Use the official event hashtag #FTEAPEXVirtualExpo

to join the discussion!

“Loving the creativity and engaging content on the exhibitor booths at

#FTEAPEXVirtualExpo Maryann Simson, APEX Media director

“The first day [of] the #FTEAPEXVirtualExpo has begun.

This virtual event runs for 48 hours of exhibition, presentations and speeches. Feels like an actual exhibition.

Don’t miss @ GaenseJan’s presentation tomorrow, December 9, at 2pm GMT” Lufthansa Systems Expo Daily Experience

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TALK TO US AT FTE-APEX VIRTUAL EXPO OR ALTERNATIVELY USE THE DETAILS BELOW TO CONTACT A MEMBER OF OUR TEAM T : +44 (0)1983 555900

IFPL.COM

E : innovate@ifpl.com