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Chain reactions Taking innovation and creativity onboard


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Tailored solutions for a modern world Give your customers a truly tailor-made experience with the LSG Group as your partner. Our innovative but sustainable concepts incorporate the latest digital solutions to not only provide you with the best services, but engage your customers at every stage of their journey. Meet us at the WTCE 2019 Hall A1, Booth 1E20 2–4 April, Hamburg, Germany wtce2019.lsg-group.com

Connecting Experts. Creating Experiences.

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Inside this issue...



Get set for Hamburg with our 36 pages of product news, views and a guide to the stands. See you there. Stand 3C36


FOOD 64 73 75 76 81 83 84 85 87 89 90

Kids: in flight How to... LSG Group help rail beat air Focus on: Alpha LSG's new man Trend-spotting: With Marc Warde Opinion: Steve Love on seeds Focus on: Marfo's holistic thinking How to... Turn chefs into heroes In conversation... Saga Cruises In conversation... DNATA Focus on: Royal Smilde's food stories Cheese: Trends in dairy



Welcome drinks: Signature mixes Take your pick: Eco water formats 98 Focus on: Plastic imperatives at sea 99 How to... Create Delta sommeliers 101 Focus on: The smell of coffee 103 Take your pick: British craft beers




104 107 108 111 112 114 117 119

152 157 161 163

WELLBEING Travelling with disabilities Focus on: FORMIA's future growth Take your pick: Inflight sleep aids Focus on: Cruise comforts Focus on: Happy feet Take your pick: Refreshing towels Focus on: Olive oil for health Opinion: George Banks on ultra long haul travel


DESIGN & INNOVATION 120 Cabin concepts: Westjet creates 124 Focus on: Albea's designer style 126 Tableware: The disposables debate 135 In conversation... Monty's Bakehouse 136 Focus on: Virgin Rail stateside 138 In conversation... Yates+Partners 141 How to... Invigorate your brand 142 Take your pick: Eco cup options 145 In conversation... Malton Inflight 146 Rail rivalries reviewed 149 How to... Fast track innovation


Seasonal sales In conversation... gateretail How to... Work the camera Focus on: Pegasus pre-order success 164 Focus on: Recognition that works 165 How to... Tap a trend with Kellogg 167 How to... Motivate retail growth


ENTERTAINMENT & CONNECTIVITY 168 Tech update: A preview of our new Onboard Entertainment & Connectivity supplement 170 FTE preview: See you in Singapore! 172 Rail Digitalisation: tech gets on track 174 Opinion: Jeff Mabe on wifi revolution 175 Focus on: Adverts in the sky 177 Focus on: 'Handy' tech solutions 178 Opinion: Roger Bannister on digital transformation

187 Finalists announced

11 Industry update / 62 In debate: NPS ratings / 93 New Arrivals: Cupffee / 182 Galley Gossip / 184 Global Perspective


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Global-C has developed a 100% compostable single use cutlery pack for Virgin Australia. Working towards a more sustainable future for our environment.


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WELCOME / 09 SALES & EDITORIAL Publisher: Sue Williams sue.williams@onboardhospitality.com

Event director: Craig McQuinn craig mcquinn@onboardhospitality.com Editor: Julie Baxter julie.baxter@onboardhospitality.com

Collaboration rules...


Deputy Editor: Laura Gelder laura.gelder@onboardhospitality.com

hese are challenging times. Political and environmental uncertainties, financial wobbles and tragic air accidents – some days it is hard to spot the good news isn't it?

Contributing Editors: Steve Hartridge, Andy Hoskins, Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com Contributing Writers: Jessica Pook, Benjamin Coren, Nik Loukas, Roger Williams, Marc Warde, Richard Williams, (For IFEC enquiries: richard@appinpublishing.co.uk)

DESIGN & PRODUCTION Senior Designer: Louisa Horton

But as our industry pulls together for Passenger Experience Week in Hamburg, it is heartening to see how challenging times inspire newthinking and new collaborations, even bringing competitors together in project partnerships for a greater good. We saw collaboration writ large across our award entries this year (page 187), where product success is so clearly best achieved when expertise from a variety of sources pulls together for a common goal. Congratulations to all the finalists and watch out for the winners, unveiled on April 1. You can read about a truly inspiring collaborative designhackathon run by Westjet for its new cabin launches on page 120. And if you want to be a part of something collaborative yourself, check out the new initiative between Onboard Hospitality and Monty's Bakehouse to source new ways of working (page 135); and make a date with the 2019 Onboard Hospitality Forum Asia within the FTE Asia Expo Singapore (page 168) where this year's theme is Collaborate to Innovate. So read on, and pull together. Wherever we're headed let's enjoy the journey!

Designers: Ross Clifford, Zoë Tarrant, Caitlan Francis & Stuart Crowhurst Production Manager: Clare Hunter Production Controller: Steve Hunter Subscriptions: Kay Fisher subscriptions@bmipublishing.co.uk Managing Director: Matt Bonner CEO: Martin Steady Onboard Hospitality is published by: BMI Publishing Ltd Suffolk House, George Street, Croydon, Surrey CR9 1SR, UK Tel: +44 (0) 20 8649 7233 Fax: +44 (0) 20 8649 7234 © BMI Publishing Ltd 2019. Whilst every effort is made to ensure accuracy, BMI Publishing Ltd cannot be held responsible for any errors or omissions.

Julie Baxter Editor, Onboard Hospitality

ISSN: 2046-2042 Cover image: istockphoto.com Regularly viewed by readers in over 70 countries worldwide. Read this magazine in digital form, share it virtually or subscribe • catch up on back issues • find contact details for key suppliers and caterers in our Directory of Caterers and Suppliers • advertise and search for jobs and promote your events

See you at WTCE & AIX Hamburg - STAND 3C36

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


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

With 20 years' experience in the travel industry, our business development manager Craig is looking forward to his second visit to WTCE and sharing exciting promotional opportunities.


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


Jessica is making her WTCE debut. She joined our editorial team two years ago and will be touring the stands for product news and story inspirations for the magazine.


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


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


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industry update / 11 Top stories from across the industry




In the air

British Airways ups its game with investment in First


Radical retail

Retail inMotion focuses on bringing restaurant takeaways onboard


Designer comforts

Buzz facilitates designer pyjamas from fashionista Jason Wu for EVA


Bedding bonanza

Etihad takes bedding to a new level with its DUXIANA collection by Wessco



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Etihad adds comforts

gategroup revenues up

Etihad Airways has added Swedish luxury bedding brand DUXIANA to its bedding programme for passengers travelling in its First and The Residence, facilitated by amenities supplier WESSCO. The programme includes DUXIANA linens, down products and accessories for the bedroom, led by the DUX bed. Inspired by the architecture and colours in and around Abu Dhabi, the programme aims to reflect the ‘understated elegance found in a luxury boutique hotel embracing modern Arabia’. In The Residence, the airline’s three-room cabin on Airbus A380 aircraft guests find the neew products as part of their facilities - living room, bedroom and shower. The programme follows the highest quality standards with the high-performance, sustainable materials in alignment with DUXIANA’s environmental strategy. etihad.com

gategroup has published 2018 financial results and an annual report showing a record increase in revenue and EBITDA for the year. Revenues reached CHF 4.9 bn in 2018 (up 8.5%) while EBITDA (earnings before interest, tax, depreciation and amortization) reached CHF 343.9m up 14.5%, and there was an increase of 21.6% in cash generation. The report showed revenue growth across all regions: up 8.9 % in Europe and Middle East, 6.5% in North America, 25.8% in Asia Pacific, 2.1% in Latin America and 6.1% in South Europe and Africa. The company reports good momentum in its retail onboard business as well as consolidation in the Scandinavian market. The growth of the APAC segmentis attributed to positive impacts from its market entry into Korea as well as an enlarged contract with Virgin Australia. gategroup.com

Kids contracts from TUI UK-based kids kits specialist Milk Jnr’s & Kidworks has been commissioned by TUI Group for a series of new projects this year. The company has worked with TUI since 2014 across its airline, cruise and retail brands, delivering 10 projects so far. milk-jnrs.com

Emirates sees vegan boom Emirates says it served over 20,000 plant-based meals in January as a result of ‘Veganuary’, the movement which encourages people to try veganism. Most popular dishes included mushroom ravioli and a vegetable tagine served with couscous. emirates.com

LSG extends Delta deal LSG Sky Chefs has secured a four-year catering contract with Delta Air Lines. The catering and hospitality specialists will service 850 Delta fflights per day connecting the United States, Belgium, Italy, Mexico, Panama, Portugal, South Africa and South Korea. lsgskychefs.com


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British Airways First launch British Airways is rolling out significant upgrades to its product and service in First. The new look is part of its £6.5bn investment and includes new bedding, amenities, and menus inspired by a five-star British hotel. Loungewear has been designed by luxury British fashion brand, Temperley London, coupled with amenity bags, featuring Temperley’s Star design and the ELEMIS range. New a la carte menus focus on fresh seasonal ingredients of British provenance served on bone china designed by high-end British tableware designer William Edwards, with contemporary cutlery from Studio William and Dartington glassware. There's a new signature afternoon tea, and an improved turndown service with luxurious 400 thread count bedding and a foam fibre mattress topper while a new blanket and bolster cushion aids relaxation on day flights. britishairways.com

AK-Service upgrades Business amenities for S7 AK-Service has created new amenity kits for Business passengers travelling onboard S7 Airlines based in Russia. The amenity kits have been designed to reflect the company’s corporate image with the textured cosmetic bag using an original pattern from the airline.

Eurostar adds Amsterdam Eurostar has confirmed it will introduce a third daily service to Amsterdam in summer 2019. The expansion follows the success of its new service from the UK to Amsterdam, which has attracted more than 130,000 extra passengers since April 2018. eurostar.com

Delta deal Gate Gourmet has solidified its long-term agreement with Delta Air Lines confirming an exclusive service partnership at 45 locations across North America, Latin America, Europe and Asia Pacific for the next five years. They will build on their ongoing transformation programme. gategroup.com

Inside passengers receive soft slippers, a sleep mask, earplugs and other comfort items including Natura Siberica cosmetics. The skincare products use wild herbs and native ingredients from Siberia, formulated to protect the face and hands while travelling. ak-service.ru

FFG success Flying Food Group’s Seattle kitchen (SEA) has been named Hawaiian Airlines’ 2018 Domestic Kitchen of the Year, picking up the prize for the second year running. The kitchen was also presented a Certificate of Excellence for its 'dedication to outstanding performance'. flyingfood.com


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ANA revamps its offer onboard All Nippon Airways (ANA) has added new inflight meals and amenities from FORMIA. Its revamped Globe-Trotter amenity kits for First and Business are available in seven rotating colours and feature high-end toiletries from Ginza’s Essence Empowering set in First and Kose’s Sekkisei MYV in Business. Passengers across all classes can now also select their meals up to 24 hours prior to departure. With choices including the 'Connoiseurs' collaboration meal programme, created in partnership with elite chefs with upgraded tableware created in a Japanese style. ANA will also be upgrading its sleepwear and adding comforters from Nishikawa Sangyo, designed to boost breathability and heat retention. The pillow is made from white duck down and Egyptian cotton for maximum comfort and a blanket and cardigan will also be offered. ana.co.jp; formia.com

Japan Airlines to launch a low-cost carrier for medium and long-haul Japan Airlines (JAL) is to launch ZIPAIR Tokyo in summer 2020 - Japan’s first medium to long-haul low cost carrier. The Boeing 787-8 aircraft will initially operate from Tokyo to Bangkok and Seoul-Incheon. The brand name derives from the English word zip, which describes speed, to reflect how fast time

can pass when travelling on a unique airline, and incorporates the idea of travelling to multiple zip codes. The carrier will aim to create a 'calculated travel experience that encompasses the originality and ingenuity of the Japanese culture'. zipairtokyo.com

Aire Inflight FZE Jebel Ali Free Zone Office Warehouse No. FZSIAM06 P.O. Box 18424 Dubai, UAE Tel.: +971 4 886 1228 Fax: +971 4 886 1229 aire@aire-inflight.ae www.aireinflight.com

Dubai Office Galleria Office 204, 2nd Floor, Hyatt, Diera P. O. Box 18424, Dubai, UAE Tel.: +971 4 273 1024 Fax: +971 4 273 1034


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industry update / 15 Top stories from across the industry

Brussels adds hotel in the air

Retail inMotion adds takeaways Retail inMotion is helping deliver takeaway food to air passengers in a pioneering trial with Turkish airline, SunExpress. Travellers on SunExpress flights departing from Dusseldorf are now able to order freshly-prepared meals from Australian food brand Green Trees and Vietnamese street food chain An Bahn Mi. Berlin-based delivery start-up foodora is being used as the ‘customerfacing’ brand in the partnership, leveraging its strong relationship with both customers. The trial began in March and if successful will roll out to include more well-known restaurant chains. Retail inMotion is overseeing operations management, order fulfilment, logistics and analytics. José Lirio Silva, head of onboard retail Europe at Retail inMotion says: “By combining the high street data of foodora with Retail inMotion’s specialise onboard retail expertise and powerful technology platform, we are able to create the ultimate product portfolio for our customers’ passengers.” sunexpress.com; retailinmotion.com


Brussels Airlines is rolling out new ‘boutique hotel in the air’ interiors designed to transform its Business, Premium Economy and Economy cabins. The new-look – created by JPA Designs – is being rolled out across the airline’s long-haul A330 fleet at a cost of 10m euros per aircraft. Styled with a nod to Belgian architect and designer Victor Horta, a pre-eminent Art Nouveau pioneer, the interiors include the use of textured fabrics, soft lighting and Art Nouveau motifs. Business passengers will now have a new seat that can be converted to a lounge sofa or a two-metre long full flat bed with adjustable softness, along with a walk-up bar offering Belgian beers. Belgian Michelin-star chef Thierry Theys from restaurant Nuance is responsible for the four-course meal. brusselsairlines.com


Many of the world’s top international carriers trust Zodiac Aviation Support for all their in-flight service requirements. Since 1996, Zodiac has been a leading supplier to quality-oriented airlines for off-the-shelf and custom-made merchandise that conveys the image of excellence to airline customers. onboardhospitality.com

The Finest In In-Flight Service & Aviation-Related Products zodiac.indd 2 v3 Industry Update - Issue78.indd 15

info@zasusa.com www.ZASUSA.com tel: 516-593-3500 3/14/19 3/18/19 05:49 10:41 PM AM

16 / industry update Top stories from across the industry

LSG Group sees growth through digital retail LSG Group reports improved financial performance in 2018 with consolidated revenues of EUR 3.2bn. This figure is on a par with last year’s, despite negative currency exchanges and the ending of two hub catering contracts in South Korea and Italy. Consolidated companies in the group contributed to a growth in sales of EUR 22m including retail development through Retail in Motion, attracting 23 new airlines since 2017. The Group achieved an adjusted EBIT (earnings before interest and taxes) of EUR 115m, 73% above the 2017 figure, thanks to a improved performance and lower costs. Dr. Kristin Neumann, cfo, said: “A market-oriented mix of production modules, tailored logistics and valuable partnerships will enable us to serve a higher number of airports without a physical presence at every location. This will increase our flexibility and agility.” lsg-group.com

Kaelis designs in clean white style for Ukraine International Business class passengers travelling onboard Ukraine International Airlines can now enjoy elegant crockery designed by inflight supplier Kaelis. The eight-piece set consisting of glasses and premium quality crockery is available on all the carrier's medium

and long-haul flights. With soft lines and a clean white style, the set has been designed to create a unique onboard dining experience for the airline's premium passengers, with functionality and robust quality to ensure a professional service onboard. kaelis.world

• IFE headphones • Amenity kits • Air Sick Bags • Linens • Napkins • Duvets • Hot Towels • • Blankets • Pillows • Pillow & Headrest Covers • Inflight & Textile Products •

7991 Valentina Ct. Naples, FL 34114 USA Tel: 1-401-714-4190 Fax: 1-401-336-2440

INFLIGHTDIRECT.COMonboardhospitality.com | SALES@INFLIGHTDIRECT.COM InflightDirect 1_4 Strip.indd 2 v3 Industry Update - Issue78.indd 16

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industry update / 17 Top stories from across the industry

Matrix wins plaudits in Sunday Times poll

Michelin-stars on Brussels

Inflight supplier, Matrix, has been listed in the Sunday Times Top 100 Best Small Companies to work for 2019. Established in 1996 by Charlie Bradshaw, Matrix has grown to be an internationally recognised company, developing and manufacturing consumer product ranges for brands and retailers around the world. Bradshaw strongly believes all employees should have the opportunity to take ownership of their role, feel empowered to share ideas and treat the business as if it were their own. “Creating an entrepreneurial environment has been one of the big success factors for Matrix. I want everyone to come to work knowing they can impact at every level, no matter where you sit in the organisation,” he says. The firm’s benefits package includes unlimited holiday, flexitime, early finish Fridays, private medical insurance, and free healthy snacks. thisismatrix.com

Business passengers on Brussels Airlines can now opt for a fine dining experience created by Belgian chef Thierry Theys. Every year, the airline works with a different Michelin-starred chef to promote a different region of Belgium using local ingredients, Chef Theys has designed a menu for each quarter of the year. The first menu contains a truffle and pecorino biscuit, a starter of crispy duck salad, grapefruit and crispy rice or king crab, potato, citrus and Japanese curry. Mains include beef cheek “à l ’orange”, salted cod, miso and yuzu or feuilleté, sunroot, onion and plum with cabernet vinegar. The airline has also added eight Belgian beers onboard with the ‘beer of the month’ chosen by the chef. brusselsairlines.com

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American Airlines' lifestyle connections American Airlines has partnered with amenities supplier WESSCO International to create amenity kits featuring leading lifestyle and skincare brands. WESSCO tailored the kits to the needs of First, Business, and Premium Economy travellers based on feedback from passengers on what they want and value most while travelling. The kits will be featured in colour rotations and products will vary depending on cabin. In International Flagship First and Business the kits are designed by leather tech-gear company This is Ground, with products from Allies of Skin. In Premium Economy the bags are designed by STATE Bags, a company whose mission is combine quality with giving back to the community. Skincare products are by hair, skin, and shave specialist, Baxter of California. wessco.net

SWISS to introduce Premium Economy cabins in 2021 SWISS is investing CHF 40 million in a new Premium Economy cabin for its Boeing 777-300ER aircraft on long-haul routes from spring 2021 and the new cabin is due to roll out across the entire long- haul fleet 'in the medium term'. The airline says it's introducing the new class in response to a growing demand for a product between Economy and Business. SWISS has also been encouraged by the positive experiences and customer feedback on similar product at Lufthansa and Austrian Airlines, its sister companies within the Lufthansa Group.

Travel Healthy, Arrive Fit.



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The new class will feature newly-developed seats in a twofour-two configuration. The seats will be 10% wider and with a 20% bigger pitch and 25% great recline. “All in all, our Premium Economy Class travellers will enjoy a substantially stronger sense of personal space,” said Tamur Goudarzi Pour, SWISS’s chief executive officer. SWISS will embark on the cabin conversion work required in winter 2020/21, and the new Premium Economy product will be available to passengers from spring 2021. swiss.com

1/8 page strip

FlyFit’s new line extension available at WTCE 2019. Please visit us for more info at Stand 1G70


FlyFit Rehydration Tablets packed with Vitamins and Minerals Also available in a single flow pack ideal for amenity kits and Snack boxes. 3/14/19 05:59 PM 3/18/19 10:41 AM

industry update / 19 Top stories from across the industry

EVA Air lays on the sleepwear style with exclusive designer EVA Air’s Royal Laurel/Premium Laurel Class passengers can now enjoy exclusively-designed sleepwear by fashion designer Jason Wu. The unisex sleeper suits and slippers reflect Jason Wu’s modern design aesthetic combined with the contemporary ethos of EVA Air, and was facilitated by Buzz. With a focus on ease, the relaxed fit features minimal seams and can be worn from lounge to plane, providing multiple uses both inflight and beyond. The sleepwear is available in blue and grey tones and features a triple snap rollover collar and

ultra-soft heathered jersey. David Chen, senior vice-president at EVA Air, said: “As Taiwan’s premiere airline, we are proud to partner with world-renowned luxury designer, Jason Wu. Together, we will deliver the ultimate in style and comfort for EVA Business Class passengers.” Jason Wu said: “As a jetsetter myself, one of the most important criteria for my travel is comfort. This collaboration was a great opportunity for me to marry form and function to address something that would improve the experience of the EVA passenger.” evaair.com

Coconut options for oral care Australian oral care brand, White Glo, has launched an innovative new coconut oil oral hygiene product. The Coconut Oil pulling sachet is inspired by an ancient practice that involves swishing oil in the mouth to remove bacteria and promote oral hygiene. This is said to help reduce the risk of cavities, gingivitis and bad breath, and help detoxify the mouth and enhance overall health. The product is recommended as a part of the inflight amenities offer, as a way to help passengers immediately and effortless benefit from clean teeth and a refreshed mouth. White Glo products are already widely featured onboard and include its original White Glo whitening system which is Australia’s fastest selling whitening system – selling in excess of 1 million units. whiteglo.com

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Virgin Trains on vegan trend

Air France goes for gourmet La Première passengers onboard Air France can now enjoy a gourmet meal created by French Michelin-Star chef Michel Roth. Passengers on long-haul flights from Paris – Charles de Gaulle have last month been offered brill in creamy mussel juice with stewed mixed green vegetables; chicken supreme with olives and black truffles, poivrade artichokes and macaroni gratin or stewed verbena veal, vegetable fricassee and morel mushrooms. The Michelin-star themed menus will continue for the rest of 2019 with other chef celebrities influencing the onboard offering. From April to June, chef Joël Robuchon will design the menu, July to September will see dishes inspired by chef Régis Marcon and from October to December chef Emmanuel Renaut will influence the menu. Passengers in Economy and Premium Economy can pre-order/pay to upgrade their inflight meal to one of up to six a la carte dining options including a new 'Healthy' choice. airfrance.co.uk

SWISS extends SWISS has extended its partnership with Gate Gourmet in a new deal running until 2022. Operating from the caterer’s home base at Kloten Airport in Zurich and Geneva, Gate Gourmet will continue to design and develop meals across all classes on s 100+ international routes from Switzerland. gategroup.com

Virgin Trains has become the UK’s first train operator to offer a full vegan menu across all services. Passengers can now choose from a range of vegan-friendly options following a revamp of its onboard shop and the menus for passengers in First. Vegan options in the Virgin Trains shop currently include a vegan breakfast pot with mushrooms, hash browns, spinach and baked beans, or vegan chilli in the evening. Its menu for passengers in First includes a potato hash breakfast, Mediterranean pasta salad and spicy Bombay potato. Virgin Trains has also clearly labeled its First and Standard class menus to help identify vegetarian, vegan and gluten-free options. And the Onboard Shop in Standard and First Class kitchens are now routinely stocked with soya milk. virgintrains.co.uk

En Route gets on Malaysia Passengers on Malaysia Airlines are now offered handheld snacks onboard in partnership with En Route. The hot snack trio consists of two pastries and a calzone filled with lamb rendang, Chinese barbecue chicken and tandoori paneer. It is designed to reflect local culture. en-route.com

Award Worthy viewing inflight British Airways has launched a new onboard channel featuring awardwinning and nominated films as part of its inflight entertainment. The channel, named Award Worthy, features films that collectively won eleven BAFTAs and ten Oscars in this year’s awards. britishairways.com


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We create memorable products. Whatever you're looking for, we have the perfect combination. VISIT US AT WTCE 2019 — LSG GROUP BOOTH 1D20 (HALL 1) onboardhospitality.com

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EL AL gets creative

Traditional specials for Eva

Business passengers flying with El Al from Israel can now enjoy a new menu created by chef Shahaf Shabtay. Using quality ingredients and advanced cooking techniques, the chef and the team at Tamam (EL AL’s subsidiary catering company) have worked to provide a new, exciting culinary experience to sit alongside a new Business wine menu, led by the international wine expert Yair Haidu and focused only one Israeli wines. EL AL director inflight service division, Mira Fizitsk, said: The culinary facet is a significant part of the flight experience. Chef Shahaf, like EL AL, embodies the qualities of Israel: creativity as well as the desire to change and diversify, to renew and to surprise. Precisely because of the restrictions on food in the aviation world, the professional challenge facing Shahaf was very great and the results are excellent and exciting.” elal.com

Royal Laurel, Premium Laurel and Business passengers can now enjoy an updated menu onboard select Eva Air flights. For Royal Laurel Class passengers, Master Chef Huang Ching-Biao has created a special ‘Tan-style’ menu prepared with slow, traditional cooking techniques.The inflight dining experience begins with a pork shoulder slice wrapped around cucumber and Thai-style shrimp, followed by chicken soup with seafood in a broth. The main course is braised abalone in oyster sauce, served with stir-fried rice and caramel olive. To finish, passengers are served Tan’s mashed taro and sweet potato in water chestnut sauce. Italian pastry chef Andrea Bonaffini has also created four seasonal desserts. evaair.com

●Anti-Skid trat mat ●Anti-Skid tray ●Rotable cup/plate/salad bowl ●Biodegradable cutlery set ●Biodegradable plate/dish/cup ●Airlaid napkin ●Airsicknbess bag

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Crew app to boost service Retail inMotion has strengthened its onboard retail platform for the aviation industry following a new deal with Lufthansa Systems to purchase their mCabin app to optimise crew processes. Retail inMotion will integrate the already existing mCabin software modules into its proprietary digital retail platform to reinforce and expand the platform’s competencies. The mCabin includes modules that help crew members give passengers a more personalised service. Additionally, the application enables crew productivity and ensures effective crew management inflight. A flight’s cabin manager can use the crew-facing app to manage required tasks before, during and after a flight and gives real-time information on crew and passenger needs. retailinmotion.com

DJs and festivals inflight Portable wireless IFE provider AirFi has launched DANCE24, an onboard dance music streaming platform. DANCE24 has the exclusive rights to live event streams and a catalogue of over 1200 hours of content from major festivals and global DJ talent. DANCE24 has also teamed up with trance DJ, Shane 54, to launch the new inflight edition of International Departures, a weekly dance music radio show. DANCE24 has gone live initially to over 200 aircraft across 15 AirFi clients worldwide. dance24.airfi.aero onboardhospitality.com

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Air Caraibes refresh Air Caraïbes has refreshed its Madras class kit in a collaboration with Bayart Innovations. Inspired by the nautical world, the new Air Caraïbes kits are made with the same waterproof material used in diving suits and are available in four shades of blue, which are offered in a regularly rotated series. The kits include traditional comfort items such as an eyemask, earplugs, disposable covers for headphones, socks, a shoe bag, a dental kit and a comb. They also contain a repair balm gel for the lips, a softening cream for the hands and a refreshing cream for the face all by Clarins. The waterproof properties of the pouch ensure the contents will be safe from water damage. There is also an exit port for headphones, meaning passengers can easily listen to music via their mobile. The launch of the amenity kits follows a complete revamp of the A330 cabins in 2018. aircaraibes.com


We offer you our expertise as France’s N°1 private wine-maker onboardhospitality.com

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industry update / 25 Top stories from across the industry

dnata growth down under dnata has opened a state-of-the-art catering facility in Canberra, Australia. With 2000 m² of floor space, the kitchen is built over two levels to maximise space, and includes six chill rooms, a deep freeze, storeroom, and an area for ‘plating up’ meals. dnata currently prepares more than 60,000 inflight meals in Canberra every month, the new facility will allow dnata to further diversify its customer portfolio by expanding its offering into new markets and create capacity for further growth in Australia. Hiranjan Aloysius, ceo of dnata catering Australia, said: “We are thrilled to celebrate another significant milestone in Australia.” dnata.com

Gate Gourmet extends in Asia Gate Gourmet has opened a new facility in Bali. The deal involves a long-term partnership at Bali Denpasar International Airport with Angkasa Pura Hotels (APH) which operates and manages 13 domestic and international airports in Indonesia. The Indonesian opening strengthens Gate Gourmet’s presence in Southeast Asia and will act as a springboard for expansion across the country. gategroup.com onboardhospitality.com

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Catering to the tastes of North America In 2019, we’re expanding to seven new locations across the US and Canada, bringing your customers more of the expert catering and retail they love.




Currently serving Opening in 2019

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Your guide to WTCE 2019 Taste of Travel programme


Taste of Travel presenters


Our Mentoring Network


In conversation with ACA


Around the stands


Taste of Travel speakers 47, 58, 60


WTCE Floorplan


Exhibitor listings


Conference preview


nd so‌ here we go again! The 2019 Passenger Experience Week is upon us and Onboard Hospitality is delighted to be once again working with the World Travel Catering & Onboard Services Expo (WTCE) team to pull together another lively programme for the Taste of Travel Theatre. Over three full days (April 2-4), the theatre will see specialist chefs, innovators, experts and foodie pioneers take to the stage to provide culinary demonstrations and future-scoping insights and inspiration. Our former editor, Jo Austin, will be on hand throughout the event, moderating some fascinating and enlightening sessions on topics as diverse as sustainability and

personalisation, dine on demand and the free-from imperative. There will be product pitches and issues up for debate, chefs cooking up a storm and experts advising on top trends and branding. All sessions are free to attend, with food sampling and gin-tasting sessions surely a must, as well as plenty of interactive discussion and thought-provoking ideas. The full Onboard Hospitality team will be based opposite the Theatre on stand 3C26 (Hall 3A) and looks forward to seeing you there. The following pages offer you a preview of some of the people and products you can catch up with during your visit. We look forward to seeing you, hearing your ideas and discovering your products too.


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Taste of Travel Theatre Join us in Hall 3 for WTCE's best seminar programme to date! Moderated by Jo Austin

April 2-4

DAY ONE: APRIL 2 10.30: BEST BREAKFAST PITCH Five exhibitors tell us (in a quick fire pitch) why they think their breakfast product should go onboard. JUDGES: Jenny Greenhalgh, Rail Gourmet executive chef; Roger Williams, International Rail Catering Group; Marc Warde, gluten-free restaurateur. 11.30: DINE ON DEMAND Werner Kimmeringer and Craig Devoy, of Yates+partners, discuss the challenges of Dine on Demand in First and Business class. They will demonstrate the great benefits for the guest with the introduction of restaurant-style dining and the changes it requires in terms of menu structure, packing and plating. To include tastings of First and Business menus being served on Saudia. Learn more page 58.

12.30: NETWORKING & PRODUCT SAMPLING 13.15: FINE DINING ON THE RAILS Enjoy an insight into the UK's most unique scheduled train restaurant experience with a presentation of Great Western Railway’s Pullman fine dining concept. Working with RG executive chef Jenny Greenhalgh, GWR will showcase how this great British heritage brand has evolved, embracing regional food provenance and the dietary trends of the modern passenger. Introduced by Roger Williams IRCG. 14.15: SUSTAINABLE THINKING Matt Rance of MNH Sustainable Cabin Services leads this important debate, asking: To what extent can suppliers

and airlines work better together to provide cradle-to-grave sustainable thinking for onboard products. EXPERT PANEL: Gail Yates (head of inflight services at Virgin Atlantic), Bill Carrejo (director of sales and sustainability, at LInstol, and Simon Yaffe (director of client relationships at Buzz Products). 15.15: PERSONALISE ME! Mariette Abrahams heads up a team of nutrition experts, social media ninjas, researchers, data-scientists, business analysts and app developers. In this lively and interactive session she discusses how consumers are using tech to personalise their food, health, travel and lifestyle using real-time data. Plus how to take a data-science approach to trends, influences and individual responses. Learn more page 60.


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Programme details correct at time of going to press

DAY TWO: APRIL 3 10.30: BEST SUSTAINABLE PACKAGING We invite five exhibitors to give a quick fire pitch on how their packaging products are meeting demands for sustainabity. A fun interactive session. JUDGES: Phil Chadwick, editor of Packaging News, Vassilios Georgakopoulos, director of product Innovation & concepts for LSG Group, and Peter Rooke, Art and Science International. 11.30: LESS PLASTIC IN THE AIR Looking at the challenges of plastic and sustainability onboard. Assesses what the food industry is doing today and discusses sustainable alternatives. CHAIR: Phil Chadwick Editor, Packaging News. EXPERT PANEL: Vassilios Georgakopoulos, director of product innovation & concepts for LSG Group, Peter Rooke, Art and Science International, and Johannes Kloess, managing director, Galileo Watermark

12.30 – 13.00: NETWORKING & PRODUCT SAMPLING 13.30: HOW GENERATIONS Y & Z EAT The new kids on the block have arrived and Ariane van Mancius of Now/New/ Next gives her lively and highly popular presentation on the habits, hang-ups and influences of today’s Generations Y and Z and, in particular, how the rules are being re-written through social media and instagram. 14.15: ELEVATING PREMIUM SERVICE TO NEW HEIGHTS In celebration of its centenary year, British Airways is investing £6.5 billion in upgrading its service across the world. BA’s executive chef Mark Tazzioli presents some of the airline’s new menus together with Wolfgang Stoiber head chef DO&CO. Introduced by Sajida Ismail, British Airways' head of inflight product & service.

15.15: ONBOARD INNOVATIONS Raymond Kollau, airlines trends specialist, reveals his latest insights on trends, themes and developments in the inflight passenger experience with a focus on onboard hospitality. The trends will be a mix of experiential, technological and sustainability developments. 16.00: PERSONALISING ONBOARD DINING Delta Air Lines' is redefining the meaning of pre-select meals. Dish design, signature menu items, the language of menus, as well as quality and expectations will be highlighted by Chef Christian Hallowell. Introduced by Dr Stathis Kefallonitis, he session will also look at how big data, biometrics and behavioral patterns affect pre-order meals and the importance of a sensory dining experience.

DAY THREE: APRIL 4 10.30: FREE-FROM DINING The world has woken up to the health benefits of a free-from diet, without wheat, dairy, nuts and eggs. Marc Warde, culinary consultant to airline, rail and cruise operators, presents a selection of meat-free, gluten-free and allergy-friendly meals suitable for the new generation of freefrom and gut-aware passengers while in discussion with Julianne Ponan, ceo and founder, of Creative Nature. 11.30: STRICTLY THE BEST! Sponsored by RETIGO Ovens Two award-winning members of the Junior National Chefs’ Team of the Czech Republic create their culinary best to win a place onboard Czech Railways’ new premium menu. We ask the audience to decide who wins! In cooperation with JLV Catering.

12.30 – 13.00: NETWORKING & PRODUCT SAMPLING 13.30: THE POWER OF BRANDING Joe Harvey, senior manager global boutique development at Retail inMotion, shares his expert knowledge of the growing link between duty free and boutique buy-on-board with the power of branding and innovation. 14.15: MEET THE MENTORS Onboard Hospitality’s Mentoring Network has been mentoring five first time exhibitors to WTCE. This session gives you a chance to see how mentoring could work for you, and how those involved have benefitted.

Your chance to pick the brains of our industry experts too. MENTORS INCLUDE: Mike Pooley, food service and supply chain consultant; Marc Warde, chef, caterer and gluten-free specialist; and Lance Hayward, travel catering management attending with their WTCE new exhibitor mentees. 14.45: IT’S A GIN THING A leading mixologist creates the perfect G&T, explains botanicals and shows how passengers can now create their own gins onboard. A brand new concept in gin-making for the airline market, Foodcase presents the Gin Box concept of onboard gin tasting.



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Stars of the show at Taste of Travel Theatre, in association with Onboard Hospitality

We are proud to present the industry’s finest chefs and specialist experts joining us in Hall 3 for three exciting days of demos, debates and onboard insights. MARIETTE ABRAHAMS Mariëtte is a nutrition business consultant bridging the gap between industry, academia, technology and practitioners in the digital health, biotechnology, pharma and food industry, helping to develop products for tech-enabled personalised nutrition solutions.

BILL CARREJO Bill Carrejo is Linstol director of sales for North and South America, and director of sustainability for Linstol globally. He holds an MSM in organisational leadership and change development which is exactly what the current trend away from single use plastics is all about.

WOLFGANG STOIBER Wolfgang is DO & CO head chef overseeing 90 chefs creating new dishes and products for F1 events, airlines (including British Airways) and DO & CO restaurants with a global team.

PHILIP CHADWICK Philip is editor of Packaging News and a regular

presenter and panellist on sustainable packaging issues. He has also helped develop the UK Packaging Awards, The Spirits Packaging Summit and the Luxury Packaging Awards.

ROGER WILLIAMS Roger is chairman of the International Rail Catering Group a key influencer in the travel hospitality industry. He is well positioned to provide expert advice to train operators, product and logistics suppliers and onboard caterers alike.

VASSILIOS GEORGAKOPOULOS Vassilios is a creative service design professional with LSG Group specialising in guest experience, brand management and qualitative research. He has senior operational experience with airlines and service providers.

JENNY GREENHALGH Jenny is a chef with over 16 years’ of experience. She currently leads new product development for RG, the railway catering and hospitality provider, creating Pullman menus and other products on GWR.

CHRISTIAN HALLOWELL Christian is general manager – on-board customer experience at Delta Air Lines. He is also an accomplished chef with more than 20 years of experience in the hospitality industry.

JOE HARVEY Joe Harvey is senior manager of global boutique at Retail inMotion, a member of LSG Group. He manages boutique duty free programmes for Etihad, Aer Lingus, Eurowings, Edelweiss and Sun Express, Germany.

SAJIDA ISMAIL Sajida is head of inflight product & service at British Airways and is responsible for the development and delivery of the end-to-end onboard customer experience that supports and promotes the British Airways brand proposition.

STATHIS KEFALLONITIS Stathis is founder of branding.aero and an expert on passenger engagement and neuroscience/ biometric data use. He has worked


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with the full range of air transport regulators, catering and onboard hospitality providers and airlines.

WERNER KIMMERINGER Werner has expertise in all aspects of catering and is supremely adept in translating food and catering management needs to F&B operations. He is managing director, F&B and kitchen operations at Yates+.

JOHANNES KLOESS Johannes is md of Galileo Watermark. With increasing demands to reduce single-use plastics onboard, Johannes’s team is focusing on strengthening design, sourcing and operational infrastructure for sustainable solutions in all categories.

RAYMOND KOLLAU Raymond is founder of AirlineTrends and has extensive experience of analysing industry and consumer trends and translating these trends to relevant innovations in the airline passenger experience.

GAIL YATES Gail is head of inflight services for Virgin Atlantic with accountability for F&B, product, supply chain, IFEC and retail. In conjunction with the Sustainable Restaurant Association (SRA), Gail is working to create the world’s first framework to address the sustainability challenges of Inflight catering.

PATRIK LEXA Patrik is a member of the Junior National Team of the Association of Chefs and Confectioners of the Czech Republic. He has won two silver medals at the Czech Culinary Championship. Patrik loves French and Asian cuisine.

VOJTA PETRZELA Vojta is a member of the Junior National Team of the Association of Chefs and Confectioners of the Czech Republic. He is the triple winner of the Gastro Junior Competition and likes to transform traditional dishes into modern ones.

CRAIG DEVOY Craig is senior partner, F&B culinary operations at Yates+ with vast culinary experience. He sources product lines for premium F&B establishments and is also a specialist F&B trainer.

MATT RANCE Matt has worked for both airlines and inflight suppliers and is ceo of MNH Sustainable Cabin Services. Working closely with the world’s biggest airlines on sustainability objectives, MNH became a zero-landfill operator in 2012.

PETER ROOKE Peter is the driving force behind Artists and Scientists which he founded in 2004. He heads a team of

marketers, strategic planners and designers who aim to place brands at the forefront of the product and merchanding world. Active in Europe, The Americas, Asia and Australia.

MARK TAZZIOLI Mark is an experienced chef with expertise in airline menu design and supplier management. He is responsible for driving the culinary innovation and delivering remarkable dining experiences at British Airways.

ARIANE VAN MANCIUS Director of Now New Next Food & Packaging Consultancy, Ariane has worked for Helios, deSter and Supplair and more than 150+ airlines worldwide. Her passion lies in translating trends into concrete product offerings.

MARC WARDE Marc is an experienced caterer, restaurateur and food manufacturer. He owns Niche Gluten Free Dining, also Libero Special Meals and Bare Food. He consults on free-from for the travel sector and food manufacturers.

SIMON YAFFE Simon is director, client relationships at Buzz. Dedicated to developing and maintaining long term alliances with blue chip global clients and brands, he believes in exceeding customer service expectations.


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The Onboard Hospitality Network has stepped up its support for new entrants to our sector and is championing career progression. Come and learn more at the Taste of Travel Theatre, WTCE


he Onboard Hospitality Network is an industry collaboration designed to help drive professional and entrepreneurial development and nurture young talent and leadership within our industry. This year sees the launch of two significant new initiatives. The first sees our mentors connecting with and supporting new businesses exhibiting at WTCE, helping them make the most of their time at the show, find the connections they need and gain valuable insights into our sector. The second will see Onboard Hospitality collaborate with the International Flight Services Association (IFSA) to support its wellestablished Scholarship Program, helping students and current inflight and onboard services professionals to further their education.

Learning support

The International Flight Services Association Foundation was founded in 2000 to help those needing support to further their education and development. Scholarships are awarded to exceptional students across the globe. They can range from $1,000 to $10,000 and may be used to cover tuition, books, living expenses, and costs associated with college or other educational opportunities. Scholarships are funded by the generosity of IFSA members. They are available to IFSA member and related companies, and or those pursuing an industry related professional degree (onboard services). New this year are two scholarships funded by APEX for APEX members, related companies and those studying a degree in the passenger experience industry.

Talent spotting

Sandra Pineau-Boddison, for the Foundation, says: "The IFSA Foundation looks forward to collaborating with the Onboard Hospitality Mentoring Network to communicate and bring awareness to the available scholarships in order to advance our industry and support future leaders."

Scholarship Criteria

• Good academic standing • Official transcripts for all high school and post-secondary studies at an accredited institution • Two recommendation letters • Proof of acceptance into an accredited college or university • Essay outlining personal achievements, field of study, education, financial need, and career goals. For more information and to apply, visit: ifsa.aero/page/IFSA_Foundation Applications are due by May 1. Generous donors also welcome!

Supporting new talent... Mentoring Network Grants

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Making time for new talent Newcomer support

New for 2019

Join us at the Taste of Travel Theatre Onboard Hospitality Network has been pleased to partner with WTCE to April 4, 14.15, to hear from five up support these five new exhibitors and coming businesses, new to through their launch process. exhibiting at WTCE, who were We wish them every success matched with five of our at the show and beyond – expert mentors earlier this check them out... year. They have been NIO: STAND 3D91 supported through the Offering a range of exhibition preparation Congratulations to the Good4U ready to drink cocktails process, tapping team, winner of our 2018 Breakthrough created by an Italian into the valuable Mentoring Grant, which went on to win mixologist. experience of the CHUM: STAND 3E62 network's mentors. the Small Business Marketing Award in Healthy Fruit Bites: The mentors the All Ireland Marketing Awards for 100% natural, no supported these nasties, gluten free, newcomers with advice a campaign promoting its healthy non GMO, vegan, kosher on their product design snacking ranges now on sale in and 15% of profit goes to and marketing pitch, eight European markets Wildaid. their stand presence and CLINOVA: STAND 3E99 sales collateral and worked to A healthcare company focused ensure they were industry-ready on wellness, nutrition and natural and able to hit the ground running health, and using technology to as they entered our sector. support consumer health. DR SCHAR: STAND 1A38 A European leader in gluten free products for out-of-the-home Positive people are at the consumption. heart of the onboard SILVER SWIFT DRINKS: STANDS sector. Nothing is more 3B68/3E104 important for business Vegan-friendly botanical spritzers. success Drinks made with premium British MIKE POOLEY MENTORING NETWORK CHAIR spirits and all natural ingredients.


The grants are open to all entrants in the Awards and the winners of our Breakthrough Prize AND Leadership Recognition Prize will be announced on April 1, in Hamburg and online, and feature in the next issue of Onboard Hospitality.

GET INVOLVED julie.baxter@onboardhospitality.com

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We are a privately owned, customer-focused provider of exceptional meals and for the world’s premier airlines and premium retail brands. Flying Food Group (FFG) has earned accolades and longtime customer loyalty with reliable, responsive service and superb quality products, flight-by-flight.

Global Culinary Expertise Prioritizing customer service

Flexible, Team-based structure Producing what we promise

“Flying Food Group: catering excellence, 24/7”

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It’s time to start a race to the top One year on from his appointment, Fabio Gamba, managing director of the Airline Catering Association (ACA) looks to the challenges ahead for airline catering


s an industry we are all keen to serve better and tastier food while maintaining high safety and security standards. We all want the industry to be sustainable and reduce waste, but how? Increasingly it seems the answer is clear: we must avoid a race to the bottom – where there are no winners – and begin a race to the top focused on quality and high standards.

Enjoy your meal

With passenger numbers projected to double in the next 15 years, the demand for high-quality food will increase. Airline catering will always be more challenging than preparing fresh food in a restaurant. However, our industry has shown incredible adaptability, rising to this challenge and consistently outstripping tired expectations of airline food while mastering many of the logistical

challenges this entails. I am convinced we can improve the passenger experience further in all cabins.

Reducing waste

Every year millions of tonnes of cabin waste are produced. Airline caterers have made significant progress towards reducing waste and singleuse plastics wherever possible. We have already taken decisive steps towards recycling and reusing materials in a closed circle. Becoming truly sustainable as an industry will continue to be a big challenge over the coming years though. And in doing so, we also need to be careful that waste reduction does not lead to unintended consequences such as higher aircraft

emissions, when heavier substitutes are chosen.

A fascinating business

Serving food to billions of passengers above the clouds is a fascinating business and much more complex than it may appear. We relish this challenge and with the creation of the ACA last year, the industry is now able to speak with one voice. Airline caterers have specialised in this exciting market and are constantly pushing the boundaries of what is possible at 35,000 feet. That’s why the industry wants a race to the top: it is time to raise standards and to offer every passenger a truly memorable food experience. •


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Stand spotting... As buyers and suppliers gather to scout out new products and innovations at WTCE Hamburg, Jessica Pook previews some that deserve your full attention...




The Onboard Hospitality team will be touring the stands looking for your latest innovations and new products

1. Buzz

2. Padre Azul

The amenity kit provider will showcase a number of new collaborations featuring high-end skincare and designer bags. The EVA Air partnership for Royal Laurel and Premium Laurel classes sees Jason Wu-branded unisex sleeper suits and slippers offered alongside stylish amenity kits by Georg Jensen. A collaboration for Etihad Airways sees the authentic Italian quality of Acqua Di Parma onboard; and for Air Canada, the WANT Les Essentiels and vitruvi kits have been created for international flights. buzzproducts.com

Premium tequila brand, Padre Azul is launching 'Padre Azul Cristalino Añejo Tequila' on the WKO Advantage Austria stand. Limited to 1,000 bottles, the offering is a co-production with Swarovski, which has created an engraved skull design to number each bottle with. padreazul.com


STAND: 1C90-5

3. MileOne


MileOne has partnered with Higgidy to provide customers with 'big flavoured feel-good family food' while on-the-


go. The savoury snacks can be eaten hot or cold and the range includes 155g quiches, 250g pies and mini 40g tartine and sausage roll snacks. mileonegroup.com; higgidy.co.uk

4. Sola Airline Cutlery STAND: 1F70

Passengers continue to rate ‘real’ cutlery, and Sola Airline Cutlery will showcase its stainless steel tableware that is 100% recyclable. By investing in production innovations, Sola is able to provide stainless steel cutlery that is both sustainable and affordable. sola-airlinecutlery.com


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5. Bayart Innovations STAND: 4E51

Amenities specialist Bayart Innovations will showcase new collections inspired by the fashion industry. New products in the French company's portfolio will include amenity kit concepts, pyjamas, blankets, kids' kits, and headphones, all of which are designed and developed by Bayart's in-house creative team. bayart-innovations.com

6. RMT Global Partners STAND: 1D70

RMT Global Partners has designed a drawer with collapsible wall features,


interchangeable with standard drawers. The drawer is designed to hold snacks on departure and then post-service it can be collapsed and stored, freeing up galley space for items such as recyclable trash. rmtglobalpartners.com

7. Mr Lees


Mr Lee’s Noodles has further improved its authentic seasoning recipes and will be introducing a shredded chicken breast offering in two flavours.The noodles are made using quality, freeze-dried ingredients and are free from MSG, low in calories, low in sugar

and gluten-free, with vegan options now also available. mrleesnoodles.com

8.GL Food Solutions STAND: 1E70

GL Food Solutions supplies convenience food for airline catering ranging from sandwiches and salads, to meal combination DuoBoxes and healthy DuoBoxes. It also offers protein salads, fruit pots and protein snacks. The company offers both fresh and frozen solutions and flexible recipes and can be adjusted to suit onboard catering budgets. glsa.pt


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9. skysupply


Best known for its tailor-made designs, skysupply will showcase its amenity kits, kids' kits and comfort items, and show new ideas for eco-friendly and sustainable onboard concepts. skysupply.de

10.Langerhuize Kosher Cuisine STAND: 4D85

Langerhuize Kosher Cuisine’s new executive chef, Delano Hammen, will present a new line of premium kosher meals to be offered fresh or frozen. The products focus on high culinary quality and taste. langerhuize.nl

Don't miss the insights and chef demos, daily at the Taste of Travel Theate

11. AMI


Schellig's Bakery has created a new range of hot snacks created to deliver simple flavours, made with high-quality, locally-sourced ingredients. The first four flavours are Italian Chicken Calzone, Goat’s Cheese and Spinach Short-Crust Slice, Chicken Tikka Parcel and Tomato and Mozzarella Short Crust Slice. amigrp.com

12.WK Thomas STAND: 1D50

With a focus on sustainability, WK Thomas will showcase the pokito pop-

up cup in a range of six vivid colours. The collapsible, compact cup combines functional sustainability with style and elegance. wkthomas.com

13.GEM Airsupply STAND: 1F40

Gem will showcase a non-skid tray proven to hold a full glass at steeper angles. It also reduces waste and limits spills. The tray has stackable and spacesaving qualities and can withstand a 2.5kg impact from a 1.8m drop. It is also machine washer safe and can come in multiple colours to reflect an airline brand. gemairsupply.cn


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Phizz has launched a new apple and blackcurrant flavour of its hydration, vitamins and minerals formula. Increasingly popular amongst jet setters, Phizz is currently onboard Emirates and American Airlines and combines a hydration mixture, electrolytes, vitamins & minerals. phizz.co

15.Monty’s Bakehouse STAND: 1C20

The new Chocolate Nemesis dessert from Monty’s Bakehouse is an indulgent, hand-held, warm treat made




of cookie dough and rich chocolate brownie pieces, finished with a gooey dark chocolate sauce. Served in sustainable, oven-ready card packaging, the dessert is easy to heat and serve. montysbakehouse.co.uk

16. Mills Textiles STAND: 1A95

Mills Textiles will be presenting its textile range including a new supersoft non-woven fabric with 50% finer fibres. It uses traditional SBPP fabric and faux hemmed edges to resemble a woven luxury textile and is suitable for pillows, cases and headrest covers. millstextiles.com

17. The Barista Cup STAND: 1E45

Coined as a 'coffee machine in a cup', this uses a patent pending system which traps coffee grounds as they brew to ensure they never turn the coffee bitter. Immediately drinkable like instant coffee but with a brewed coffee taste. freshorize.com

18.Die Räucherei STAND 1D70

Die Räucherei offers flexibility and innovation in exclusive handmade seafood products created to international standards IFS and halal certified. die-raeucherei.com


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19. Onboard Logistics


Irish company Onboard Logistics is celebrating 15 years exhibiting the award-winning Atlas Flex-e-Bag waste management system. This system features a patented plastic collar that fits snugly onto the tray runners of any Atlas-standard food service trolley, converting it into a waste trolley. More recently the Atlas Flex-e-Drawer was added - a draw that's stackable if full but nests when empty, freeing up space in the warehouse. The company will also display further new concepts for waste segregation and recycling. onboardlogistics.com


20. Green Gourmet STAND: 4A60

Green Gourmet specialises in c reating innovative products to overcome airline catering challenges. It will this year showcase a selection of premium, hot hand-held snacks including pizza twists and a new range of mini grilled cheese sandwiches and Lebanese inspired fatayers. greengourmet.co.uk

21. Bless

STAND: 1D106

This cold-pressed juice company based in Hong Kong produces 100% real juice with cold-pressed and High Pressure

Processing (HPP) technology. No additional heat or oxygen is use in the process. blessbalance.com

22. Kaelis


Kaelis is turning its design and development focus for 2019 onto recyclable materials and products, innovating to offer goods with a reduced carbon impact. It will showcase a range of tableware and amenity concepts using rich colours and textures. It also offers textiles, comfort items and entertainment products for all cabins. kaelis.world


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— solutions — DESIGNED TO

any need.

Meet us at the WTCE 2019, Hall A1, LSG Group Booth 1E20 2–4 April, Hamburg, Germany www.evertaste.com

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Gluten free meals for an unforgettable journey –

Gluten Free Box: Hot Italian meal (vegetarian option available), bread roll & creamy butter, chocolate covered wafer snack

Get your business ready for take off! SAFE I EASY I TASTY 100 % gluten free

New: Snacks for between-meal treats

Convenient portion packs for staff and guests Unique special concept developed for the travel industry Visit us on WTCE exhibition booth 1A38!

Tel. +39 0473 293 595, foodservice.it@drschaer.com, www.drschaer-foodservice.com

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Visit the Onboard Hospitality stand to see who has won our 2019 Onboard Hospitality Awards Stand 3C36

23. DF Marketing


DF Marketing has been winning accolades, including a Mercury award, for its Delta Chocolate Chip Cookie Trays. They are available in different variations including sweet and salty trays with one half sweet snacks and the other half savoury. dfmarketing.com

24. Flying Food Group STAND 1E90

Flying Food Group will showcase the services of its expert international culinary team across 20 facilities in the U.S. flyingfood.com



Front of stand for FlyFit will be its rehydration tablets, designed to combat jetlag. The vitamin and mineral tablets are available in five flavours, including berry, with Fruitflow, dervived from tomato seeds, to support a healthy bloodflow for up to 18 hours Available in a 10-tablet tube or single packed. flyfit.com

26. Wessco International STAND: 1B10

WESSCO International celebrates its 40th year in creating airline and hospitality amenities and

will showcase its latest brand collaborations and product designs for 2019. Recent collaborations include Etro for Japan Airlines and luxury bedding label DUXIANA onboard Etihad Airways. wessco.net

27. Portfolio Partners STAND: 1E51

Joe & Seph’s has created a new, squeezy sachet format for its caramel sauce. Available in salted caramel and chocolate caramel, it is made using British double cream. The product also uses a new form of single-serve sachet with ‘extreme directional flow’. tryportfolio.com


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28. Gispol


Made from polycarbonate material, Gispol's Domus Tray can resist temperatures of up to 120ºC and has a high-impact resistance. It is used onboard the Caledonian Sleeper rail service. gispol.pt

29. Pier Augé STAND: 1F98

Pier Augé offers specially-designed toiletries for onboard service. There is a refreshing face mist and a pillow mist to aid relaxation. The scented mist duo is intended to encourage wellbeing onboard. pierauge.com




30.Global-C STAND: 1C30

Global-C has developed a 100% compostable single-use cutlery pack for Virgin Australia. All components of this pack are manufactured from natural materials such as cornstarch and bamboo fibre, creating a better environmental alternative whilst meeting all inflight catering needs. global-c.nl

31. AK-Service STAND: 4D94

AK-Service will present its new Aeroflot Business amenity kits. The kits comprise textured rich eco-

leather to emphasise the airline's corporate image and reflect its commitment to the environmental highest standards. Kits include L'Occitane toiletries to support inflight skincare. ak-service.ru

32. NOVO Food STAND: 1D70

Family-run NOVO Food has more than 35 years of experience in cutting and packaging premium cheeses from all over the world. The packaging and portion-size can be tailored depending on the requirements of the individual customer. novo-food.biz •


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By listening to your everyday challenges, our creative minds develop perfectly tailored products with a real point of difference. Our agile logistics approach and global reach mean we can deliver a highly responsive and reliable network-wide service. We believe that everything is possible.

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ping “Sha rld o the w d” of foo

FOODCASE International present to you:


@ World Travel Catering EXPO Messe, Hamburg, Germany

Please book your meeting now: go to www.foodcase.nl/wtce or send an email to wtce2019@foodcase.nl with your preferred day and time.

2 - 4 APRIL 2019

Stand 3D70

Hall 3


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BUSINESS NEEDS TO SEE 'GEN NEXT' DOES THINGS VERY DIFFERENTLY Ariane van Mancius, a leader in food and packaging solutions, explains why tomorrow’s consumers must be your primary focus


started Now|New|Next five years ago to offer truly independent packaging advice, combining design with technical expertise. This is an issue in the aviation sector as nowhere else because physical dimensions are so absolutely critical to a product’s onboard success and exert a real pressure on design limitations. If both packaging design and manufacturing are done by the same company, that can be limiting too. I believe a strict division between procurement and innovation is key. Introducing that for KLM back in 2013 enabled it to optimise purchasing processes and also improve designs and specifications. Similar issues apply in other sectors: retail, petrol, agriculture, foodservice and healthcare and cross-over is key. There is a great need for innovation, and it revolves around similar trends

and issues. Watch words like plantbased, sustainability, local produce, waste reduction, changing consumer behaviour are everywhere.

From retail to aviation

Trends are always noticed first in retail where the pressure is on food brands to distinguish themselves. But these trends are then followed up in aviation. My team finds itself on the crossroads between marketing, design – both technically and aesthetically – and sustainability which has become a significant point of focus. Also key is how 'instagrammable' the product is. 'Gen Next' posts everything online and passengers have become the curators of the brands, with social media influencing their behaviour.

WED APRIL 3: 13.30 HOW GEN Y AND Z EAT Ariane shares her insights on the habits, hang-ups and influences of the next generation of travellers

Navigating the trends

My aim is to support companies trying to understand all this with insights and ideas on how to approach all this change. It is no good just knowing 'Gen Next' is interested in sustainability, brands must translate that into their packaging, branding and concept development. That requires both structural and graphic packaging designs for rotables as well as disposables. We are in a time of change. Business needs to see that this generation does things very differently be it in food, drink or hospitality. •


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WTCE floorplan Onboard Hospitality is delighted to again support the Taste of Travel Theatre. Our former editor, Jo Austin, will be moderating the best programme yet, full of inspriational ideas and insights. Be sure to come by our stand too (opposite the theatre) where we will reveal the winners of the 2019 Onboard Hospitality Awards.


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Meet the Onboard Hospitality team at WTCE 2019 Stand 3C36


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50 / wtce preview: Your guide to the stands

Your guide to the stands 10X Innovation


Belberry Preserves

4Inflight International


Benjamin & Blum


AA Bakeries International


Best-Lock (Europe)



BestPartner Food


Blaser Café


Blender Company


Aero-Sense Aeroservey Product Air China Shantou Industrial

1D100 1A31


Aire Inflight




BOHANNA Projects


Albéa Travel Designer


Bordex Packaging


Albero del Dolce




American Beverage Marketers






Brazzale Spa


AMKO Group International






Butlers Chocolates


De Kroes

Anhui Airsupply Park




DEV’UP Centre-Val de Loire








Cambridge Security Seals


Die Räucherei



Diethelm Keller Aviation




Direct Air Flow


Augusta Austrian Federal Economic Chamber - Advantage Austria

1G95 1C100-1-3, 1C90-1-7

Bless International Group

4F45 3C88 4D100 1D70


Ceylon Biscuits Limited




Champagne Jeeper




Chateau Blanc




Chatsford Group




Chum Fruit Snacks


Domaine des Gondoles




Domaines Rollan de By Jean Guyon




Dr. Otto Suwelack Nachf


Coffee Planet


Dr. Schar






Constanze Raslag


Egret Aviation




Elhadefler Napkins & Tableware




Elite Airline Services


Creation & Image Paris


Elma Farms


Cuisine Solutions


En Route International

D&D Italia



D|F Marketing


Enmak Group


Daelmans Banket


Eny Food



Barilla Group


Bayart Innovations




1E40, 1E41


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Azusa Corporation


DB Schenker


Caves d'Esclans



Direct Food Service / Sabatelli


Beijing Dapeng



Castello Monte Vibiano Vecchio

AVID Products

Beemster Premium Cheese


1F30 1G100

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Family-owned since 1985

H‘ s' a family affair Frankenberg has grown – our passion for delivering the best service and food quality remains unchanged.

Visit us at WTCE Hamburg 2019 2. - 4. April 2019, Hall A – Stand 4D40 W W W. F R A N K E N B E R G . C O M

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52 / wtce preview: Your guide to the stands Global-C


Kitchen & Love


Goksu Kagit


Korita Aviation (Suzhou)


Gold Awin Leovic Group


La Rustichella Tartufi Service

Green Gourmet


Langerhuize kosher meals


Group Soi




Gruppo Milo


Lemonaid Beverages



Les Grands Chais de France


Lily O'Brien's Chocolates






Long Prosper Enterprise Co Ltd


Guangxi Nanning Flight Supply Trading

Esprit Gourmand Euro-GOODNIGHT Europro Eveleen Care F.S.P Farm 2 Plate

3C29 4E71 3D56 1F110 1C103 3D88

Farmhouse Biscuits


FBS International


Fleury Michon Airline Catering






Flying Food Group Foodcase International FORMIA Frankenberg Fresh & Saucy Foods

1E90 3C68, 3C70, 3D70 1E50 4D40 3E110



Funkin Cocktail Solutions


Galileo Watermark


Gaoyang County Weichuang Textiles Gastro Worldwide GATE8 Luggage gategroup Heinemann

Gut Springenheide


Handmade Speciality Products


Hangzhou Banff down-feather products


Hardy Smoked Masterpieces Hefei Hengxin Environmental Science & Technology

3E102 1G85

Longbottom & Co.



LSG Group

1E20, 1D20

Lucy's Dressings


Henan Aiheng Aluminum Products


Mallaghan Engineering


Henan New Ding’s Paper Products


Malton Inflight






Matrix APA (UK)




Meiko maschinenbau


Hoppe Travel Catering




I Love Snacks


Menù - Produttori Specialità

IBENA Textilwerke



Iberic Box




ICON Guest Concepts & Supply


MileOne Group




Milk Jnr's & Kidworks


International Plastic Industrie (IPI)


Mills Textiles




International Rail Catering Group (IRCG)



MNH Sustainable Cabin Services






Moma Foods


Intex Company


Monty's Bakehouse


Italcarrelli di P. Lopez


Monviso Group




Mould-tip Injection Technology


ITW Envopak


Mr Lee's Pure Foods



JiangSu Canasin Tablelinen





Jiangyin UTA-inflight


Narumi Corporation


John Horsfall & Sons


Nature Frais

Joy Rainbow International


Newrest Group Services

1A110 4C40

4D20, 4C10 4C40, 4C50

1F99 4E21, 4E39

Gem Airsupply


Jules Destrooper Biscuiterie


NIBNIBS/Haywood & Padgett


Gendreau Group


Kaelis On Board Services


Ningbo Dongdao Import & Export




Kairun Co


GL Food Solutions


Kaluga Queen Caviar


Ningbo Times aluminium foil technology


Global Inflight Products




NIO Cocktails



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MV Food & Services s.r.l. Via Bocca di Rigo, 11 - 06072 Mercatello di Marsciano (Perugia) Italy Tel. +39 075 8783354 e-mail: info@mvfood.it www.mvfood.it

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54 / wtce preview: Your guide to the stands Rolly Brush


The BabyNurseFood




The Barista Cup


Royal Smilde


The Humble Co


Royer Corporation


The Soho Juice Co



Thistly Cross Cider


Thomas Tucker


Rudolf Achenbach Safeaty




Sancak Inflight Service


Schäfer Travel Retail




Shanghai Easun Group Imp&Exp


Shanghai Haoliwen Airline Appliance Noritake


Nour Packaging


Novepan - Grain d'Or Gel


Novo-Food Lebensmittel


Nuova Industria Biscotti Crich


Ollys Olives


Onboard Hospitality


Onboard Logistics


Onboard XP


Orvec International


Oryx Desert Salt


Oshibori Concept International




Pacific Aluminum Foil Products




Patisserie Fabie


Pax International Magazine


Pere Ventura I Familia




Pier Augé


Plane Talking Products




Portfolio Partners




Qingdao Wohler Household Products QiZiNi - Natsu Foods


Shanghai Xinfan Industrial Corporation


Technology Top Taste Tops Foods


Tradition Mexico


Transtars Corporation


Tunisie Porcelaine


Twinkle Packaging Company Twisst TydenBrooks Security Products

Silver Pail



Silver Swift Drinks



3E62 4F75





SkyTender Solutions


Smart Wipes


Smartick Group




Snackbox To-Go Snoooze Vertriebs

1G20 1C90-3



Sola Airline Cutlery


Sola Switzerland




Soul Food Collective


Step Sourcing




Strand Palace Agencies Sun Snack

3F71 1C90-4





SZIC Industrial Company


Tangshan Kaiping Dinghong


Ceramic Industry

RMT Global Partners




1G84 1C90-1


Sky Soles - Aviation Footwear

4F73 3A79

Shoes For Crews (Europe)

Radnor Hills

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Tongling Fangzheng Plastic

Uniform Shoes

4E83 1G69

Uplass Ambalaj








Wallsun Aviation Equipment




Waterdrop Microdrink


Weingut Schloss Gobelsburg


Weinkellerei Lenz Moser


Welsh Government


WESSCO International


Wet-Nap Europe


Wisdom Toothbrushes


WK Thomas


Wojnar's Wiener Leckerbissen Delikatessenerzeugung


Wuzhi Wuxia Aviation Products


Xiamen Frepak Industrial


Yangdong Hisun Enterprise




Zhengzhou Laiwosi Aluminum


Zhuozhou Jiahua Aluminium


Zibo Rainbow Airline Appliance


1A91 1C101

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Discover the ultimate on-board taste experience in chocolates and gourmet desserts – impress the most discerning palette.

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For chefs, by chefs. THE PROFESSIONALS CHOICE.

When food is truly a passion, it has to be perfect. That’s why the world’s top chefs trust our cuisine. Prepared through the art of sous-vide—an innovative method of precision cooking—our exquisite main and side dishes grace the tables of the finest restaurants, homes and top airlines. WWW.CUISINESOLUTIONS.COM

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Passenger Experience Conference


The digital challenge

he one-day Passenger Experience Conference once again grapples with the big issues, offering delegates the perfect overview ahead of AIX and WCTE. This year’s event examines the challenges the sector faces in a connected and demanding world, where tech-savvy consumers are increasingly able to compare, examine and criticise the service they receive. For 2019, the programme is divided into three distinct streams each drawing top names to give their take on how the business is likely to evolve. Speakers include Mariel Brown, director of futures at design research experts Seymourpowell, and Paul Priestmann, chairman at Priestmann, one of the world’s foremost design consultancies. Experts in medicine, Formula One racing and hotels will bring a further layer of understanding to the debate. The Competitive Cabin stream will focus on how rail, cruise and airline operators can innovate to improve passenger satisfaction while also increasing revenue. The keynote


session – Travellers of Tomorrow – sets the scene by looking at how aerospace businesses must embrace seismic shifts in technology, environment and the global economy to satisfy passenger demands. A Flying For All session is also expected to draw the crowds as it delves into the loyalty potential offered by meeting the needs of travellers with mobility, visual or hearing impairments. The Revitalising The Journey thread

The event takes place April 1, 9:30 - 18:00 A4 Upper, Hamburg Messe

will invite delegates to look at how they meet passenger demands for a seamless, relaxed journey. Elsewhere, the digital future comes under the spotlight with sessions that wonder how the likes of Google or Apple might design an airport today, plus how brands might use technology to streamline a disconnected booking and travel journey. passengerexperienceconference.com


APRIL The Competitive Cabin Digital: The New Reality Revitalising The Journey

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Dine on demand Airlines are making mealtimes more flexible and bespoke. Werner Kimmeringer and Craig Devoy, of Yates+Partners, explain how


he traditional structured service model of airline dining isn’t like any restaurant people ever go to. In fact, it is more like being back at school and having to eat what and when you are told. It’s not surprising then that the 'dine on demand' concept has emerged, essentially giving travellers the luxury of dining to suit their mood – this means deciding the time of their meal and choosing from a comprehensive menu, without any real restrictions on what is available. It creates an enhanced more personalised experience, which is why it is becoming popular in First and Business cabins.

Dining freedom

Having these freedoms is the complete opposite to the ‘dine on crew demand’ service where passengers eat when the crew sees fit. Doing it well isn’t easy. The main challenges are focused on galley and meal ratio management, particularly with inexperienced crew. It is essential that crew are trained extensively and know all F&B menu changes. Offering dine on demand challenges the service teams to manage the flight from take-off to landing, rather than just serve an initial meal, mid-flight snack and pre-arrival meal. Consumers expect a bespoke experience

that gives them control of their inflight experience. They also expect a wide range of dishes on the menu and dish concepts that go from light dining to the full á la carte experience.

TUES APRIL 2: 11.30 Werner Kimmeringer and Craig Devoy will present Dine on Demand at the Taste of Travel Theatre during WTCE in Hamburg

carriers are leaders in this so far – Etihad, and Qatar (pictured) have well-established offerings and Saudia has added this concept recently with Leading the way amazing results. Advances are coming As the concept has thick and fast and Consumers expect a developed we are over time we will see bespoke experience seeing a lot more even more flexibility variety in cuisines developing. that gives and more interesting That will mean them control menu structures. enhanced This makes it easier to enable a menus and technology boosting different experience for each guest communication between and make it appear ‘personal’. the cabin and galley. This will Enhanced plating techniques ensure streamline the process a true restaurant experience is while managing stock achieved, while packing is streamlined levels and producing and allows for each ingredient to be less waste. cooked to perfection onboard. • The Middle Eastern


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60 / HOW TO

How to...

personalise with data Technology is driving consumer choices onboard and enabling new levels of personalisation. Mariette Abrahams explains how FOCUS ON PURPOSE

Personalisation can happen on different levels – it can be as simple as a passenger favouring a specific cuisine or opting for a low-salt diet. Today, it is possible for air, rail and cruise operators to collect a wide range of data – from age, gender and ethnicity to lifestyle choices and specific dietary needs of their travellers – and use it to create truly bespoke services.


There has been a significant shift in recent years to consumers seeking out ways to improve their health and wellbeing. More than ever, people work and travel globally. A wide choice of dining options is just another factor in offering a seamless travel experience There are already a number of examples of good practice. EasyJet offers products from the health and wellbeing snacking company Graze, and Turkish Airlines gives passengers the ability to select their meal beforehand. In time, a tailored offer will be available to everyone.


We’re already seeing consumers using smart eating apps to monitor consumption and receive recommendations. The apps can be based on image recognition, where they can analyse the nutritional content of food through a picture. Other apps use barcodes or QR

scanning. This enables companies to provide details of the ingredients are nutritional value of dishes.


Mariette Abrahams, Founder & Director of personalised nutrition consultancy Qina, will present on how technology is driving consumer choices, at the Taste of Travel Theatre, WTCE April 2, at 3.15

Logistics are key. We need to see how far suppliers can transition into offering a truly DIY mealordering system. It will either move on through the adoption of new technology or the implementation of a new business model.


Blockchain technology and chatbots will be used more frequently. Artificial intelligence and big data analytics have huge potential to analyse trends in behaviour and airlines can use this to make personalised recommendations. •


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Net gains? Net Promoter Scores (NPS) bring great pride or huge disappointment in our sector. Julie Baxter asks Dr. Joe Leader to explain just how and why they identify success NPS has risen from obscurity to paramount prominence in the last 15 years. ARE THEY REALLY THE BEST WAY TO MEASURE CUSTOMER EXPERIENCE AND LOYALTY? NPS begins and ends with a central question: on a scale of 1-10 (or 1-5) how do you rate a brand, product, or service? Customers giving a rating of 9 or 10 are promoters, 7 or 8 are neutral, and 6 or less are detractors. The NPS is then calculated by taking the percentage of promoters, ignoring the neutrals and subtracting the percentage of detractors. NPS scores could theoretically be as low as -100 (all detractors) or as high as 100 (all promoters). An airline that has 60% promoters, 25% neutrals, and 15% detractors has a NPS score of 45 (calculated: 60 - 15).


CAN IT REALLY BE THAT SIMPLE? Yes. Studies across industries show promoters are five times as likely as JL

detractors to purchase again from you and there is good evidence that airlines building NPS get good return on investment. At APEX/IFSA EXPO last year many airline ceo speakers commented on the positive effect of NPS scores on their products, IFE, food, beverage and services. This extends to every facet of the passenger experience. WHAT DOES IT MEAN FOR INFLIGHT SERVICE? As passengers, we quickly recognise the high NPS moments. It’s when someone JL talks positively about their food to another traveller or shares a positive photo of their food, beverage, or amenities online. Those are all moments that naturally rate a 9 or 10 on a NPS scale. We can also see the moments of failure and disappointment are shared by detractors. Savvy businesses track individual scores via direct surveys and social listening tools, and sophisticated airlines use NPS for suppliers to get objective marketplace


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analysis on whether a product helped, hurt, or made no difference to airline NPS scores? WHERE CAN I FIND NPS SCORES? Sometimes these are made public as a point of pride or put forward in research. JL Airlines are excited by NPS scores above 60 but there are academic study examples where major airlines have been caught with negative NPS numbers too. JetSuiteX’s ceo reports his airline's NPS as the highest of any airline in the U.S. and some ultra low-cost carriers have changed their entire philosophy based on proven results from improved NPS. Most often NPS is compiled by marketing professionals through social listening scores that provide an equal-footing overview. HOW SHOULD AIRLINES USE NPS SCORES? For airlines, NPS is best used to make better choices for passengers and to JL understand which enhancements drive the most ROI. A good example is pre-selection of meals. When a desired meal is not available inflight, NPS goes down but when a choice has been offered in advance, NPS goes up for the identical service. Passengers blame themselves for not preordering. This positive halo of choice extends across all classes. Even airlines offering dine-ondemand find passengers eat less if they know they will have their food choice.

Dr Joe Leader, ceo APEX/IFSA, believes an NPS revolution could ultimately turn every passenger into an promoter HOW SHOULD SUPPLIERS USE NPS SCORES? Suppliers should look at underlying data to see what they can offer that looks and JL feels iconic and will pull up airline NPS? Great examples include Delta's warm cookies, United's stroopwafel and KLM Delft houses. Think how to create photos, magic moments and memories that passengers will want to share. Unique products pull NPS scores higher. WHAT DOES THE FUTURE HOLD FOR NPS? NPS powered insights are on the cusp of AI applications. The question becomes: JL what makes this individual passenger a promoter? Airlines that can tie together preferences and NPS drivers for each customer (with their permission) will be able to offer the right, thoughtful choice at the right time. That's a powerful next step in the NPS revolution turning every customer into a promoter. •


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Airlines that invest in their onboard kids offer boost brand loyalty and improve everyone's passenger experience. Jessica Pook embraces her inner child


ou may be the most child-loving, Mary Poppins-like character in the world, but step onboard and you can be forgiven for fearing the toddlers. Flying with young children can be stressful for everyone involved but as first-time flyers get younger and kids travel more frequently, airlines are being challenged to keep them content in their seats – for the sake of us all. Inflight kids' offers have come a long way from a simple dot-to-dot book and a juice box, and getting it right means tackling a range of issues. Richard Wake, creative and marketing director of En Route, describes how they go about creating onboard product for children. He says: “As with

any product development, it is essential to fully understand the customer, their requirements or needs, and what drives them as a consumer. We need to understand what makes them want to eat something, play with something or more importantly, in a buy-on-board context, what will convince their parents to buy the product. Conducting focus groups with parents, children and, in some cases, cabin crew is important to gain understanding of how different user groups will react to product concepts.� As this deeper understanding takes hold, the kids' meal offering has changed significantly, with airlines putting nutrition and dietary requirements far higher up the agenda.


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The touch of tech

Technology has got involved too, touching everything even interactions with kids, as the physical and digital worlds are now so interlinked, even for the very young. Wake says: “Products need elements of discovery and gamification which are not necessarily apparent immediately. This can create surprise and delight, and keep children entertained for longer.” LSG Sky Chefs reports that meals now need to be healthy, sustainable (less meat and locally sourced) and reflect different ethnic origins. Josefine Corsten, of LSG Group, says: “We consider baby and child meals as ‘special meals’ and have developed guidelines for both. Foods

should be easy to chew, served in bite-sized pieces, and contain sufficient vitamins and minerals. We avoid potential allergy-causing ingredients such as nuts and seeds and during meal preparation fatty sauces and hot spices are avoided. And it is important the meals are prepared to look appealing.” The caterer has also worked with airlines that take the process to another level. “Some airlines invite children to cook together with the chefs and thus develop meals jointly with them,” she adds. And while the attention to a meal’s health credentials clearly responds to parental concerns, it is presentation that can really make or break

Inset from left: Air Transat focuses on gamification and ‘discovery’, so little ones are kept entertained for longer


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Above: Role playing themed concepts from Kaelis for Air Astana and augmented reality stickers for Rossiya Airlines from AK-Service Below: Rail operators such as Virgin Trains are getting in on the activities act; and childfriendly inflight meals from Air Transat

properly functional – keeping food fresh too. It the kids’ culinary experience. needs to hold and deliver the food in a practical Increasingly a healthy, tasty dish needs to way in the confined space available. Packaging become something of an interactive experience for kids also has to take account of their small – and that has pushed the role of packaging to hands and fingers so it is easy to open and close, the fore. as well as easy to carry.” Kids are very familiar with snack boxes from high-street food chains Creative change and these can be an option Air Europa has worked on Products must create onboard. WK Thomas has surprise and delight, and its offer coming up with created hippo and dinosaur the Airplane Food Tray for keep children snack boxes that double as children. A tray-shaped meal entertained for longer a cardboard puppet. The box for children aged from design is colourful and fun two to 12. In addition to the and the dual functionality adds an entertainment food items, it includes hidden games inside and value beyond meal time. on the pack to keep children occupied while they “However nutritious or delicious the food, if eat. The tray also features a mini poster with the pack doesn’t win the child over, it won’t even activities, stickers, coloured pencils and more get opened,” says Des Thurgood, sales director activities on the back. at WK Thomas. “And the packaging needs to be Similarly, En Route has developed its ‘Scribbles


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KIDS IN FLIGHT / 67 and Nibbles’ product – a compact snack and activity pack given to children at the beginning of a flight to keep them occupied prior to their meal. The trend towards combining food and entertainment has done nothing to dampen the creativity of amenity kit suppliers. Kids packs have evolved into sophisticated bundles full of colourful characters, toys, games and books all with an educational element, stimulating, engaging and plenty of post-flight uses. Buzz has championed top-end, high-profile brand alliances which sees Disney-themed kids' kits onboard Singapore Airlines, featuring characters from Star Wars, Frozen, The Incredibles and Micky Mouse, all instantly recognisable and including items to suit all ages – pencil case, interactive games, splash-proof pouch, plush toys and stationary. It has also worked on bespoke character packs for airlines, creating superhero-themed packs for the Oryx Kids Club on Qatar Airways designed to inspire a spirit of adventure, exploration and teamwork; and colourful Creature Crew characters for Saudi Airlines which help kids understand the roles of cabin crew, pilots and ground staff in a fun, engaging way. Newer to the mix is a focus on role play inflight. Kaelis launched a new range for Air Astana with children’s kits, themed around professions. Each of the six kit concepts features a specific character: Super Chef, Smashing SuperHero, Voluntary Vet,

Amazing Architect, Dangerous Detective and Extreme Explorer. The durable quality of the play items encourages post-flight use too, cutting potential onboard wastage. Meanwhile, Milk Jnr's & Kidworks creates content that considers not just the young traveller but the whole family. Its Ocean Travel Adventures kit for Marella Cruises encourages independent play but also includes games that drive engagement with other family members, creating a memorable experience for across the generations. For kids who want to play at being grown ups Bayart Innovations has created a kids amenity kit for Alitalia which mirrors adult kits with headphones, eyemask, socks and toothbrush in addition to activities.

Above: Ocean Travel adventure kit from Milk Jnr's & Kidworks Right: Characterful snack boxes by WK Thomas


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68 / KIDS IN FLIGHT L-R: Disney characters featured by Singapore Airlines and facilitated by Buzz; Air Europa's entertaining meal tray Below: Natural play set by the Adventure Group for Turkish Airlines

rustic appeal as well as being environmentallySustainable credentials friendly. It’s also important that kits have a The Adventure Group, supplying Turkish Airlines, reusability element, extending brand leverage has focused on traditional play with a sustainable and not just ending up as rubbish," says Michael approach developed around a Play Natural Toy Halpin. Set. Said to be the first entirely natural product The Craftis ethos is to encourage family in its category, it avoids plastic even in packaging interaction and get children away from and includes a retro fabric pilot's hat in five technology, but the company acknowledges that assorted colours, with felt glasses (suitable for some of the most popular three-12 years olds), two amenity kits are those wooden aircraft, five wooden that channel social media movable airline figures, brand engagement, using four dancing animals and Airlines want to move selfie props and frames, for a booklet on the figures away from plastics and example. and animals. All items are are looking towards Halpin adds: “Our aim is to packaged in a cotton bag. retro-style solutions successfully engage them, not The travel themed toys also just for their time onboard, educate kids about the roles but also in a way that takes the brand beyond the and responsibilities of airline characters and journey to become a keepsake.” endangered animals. Buzz and AK-Service have already experimented Craftis, specialists in the children’s activities, reports growing interest with augmented reality for kids kits. AK Service in this sustainability trend. launched a kit for Rossiya Airlines with traditional domino set but combined it with “Airlines want to move an activity book with AR stickers away from plastics and are that bring characters to life on a looking towards retro-style smartphone. solutions. Items such as our brown kraft range have a It's tough being a parent today, navigating child obesity, online risks, discipline and educational issues, and clearly anything airlines and their suppliers can do to help, brings benefits well beyond the child itself. Certainly anything that keeps the back of my seat from being kicked and rocked deserves top marks and full recognition in my book! •


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AMI: in it for the long haul

AMI has been working with airlines to provide food and beverage solutions for nearly 30 years. Here the AMI leadership and its industry partners explain just what it takes to make airline partnerships work


his year marks the 30th anniversary of AMI, a leading provider of food, wine and beverage solutions. Since its founding in 1989 by Thierry Leduc, AMI has transitioned from a product representation company to a leading airline partner and innovation-oriented company, simultaneously building a large portfolio of products and services. Managed by a dynamic team across eight offices

around the world, AMI has a closeknit relationship with its network of suppliers and airline customers.


Denise Poole, CEO of AMI Inflight and AMI Wines, explains: “AMI is a

global, one-stop supplier to the airline industry and represents a

network of over 120 different entities including international conglomerates and smaller manufacturers with unique product offerings. We cover

everything you can eat or drink on a plane from pretzels to caviar and bottled water to global wines.”


Airlines reach out to AMI not only for its premium products but also for innovative solutions. According to former Sr. VP of Continental and United Airlines, Sandra Pineau-Boddison, AMI has built a solid reputation. She says: “My 26-years in airlines taught me they are complex businesses and the onboard services aspect can be even more complicated.

Partnerships require the supplier to understand the goals and objectives. Airlines need to openly communicate and that way, partners

that proactively bring solutions

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and new ideas to the table differentiate themselves from the rest.” PERSONALIZED SERVICE

The group’s commitment to providing a personalized customer experience is deeply ingrained in its corporate culture. AMI Group CEO, Etienne Siouffi, says: “Considering the rapid development of the travel industry, it is essential for an

airline partner to have a unique understanding of passenger needs. Airlines are in business to fly, and we would like to better accommodate their passengers in more ways than you can imagine.”


Rüdiger Friedrichs, President of Frankenberg, has a long working relationship with AMI and adds: “The airlines understand that passengers want two main things: first, a friendly, service-minded crew and second, high quality and sustainable products onboard. AMI’s competitive


Partnerships in the travel industry are fueled by a distinct human element. In AMI’s case, teamwork can be a competitive advantage for success. Pineau-Boddison adds: “The AMI

team continually challenges the status quo and raises the bar when it comes to products and services. This includes bringing in new team members and establishing partnerships to develop the business and anticipate customer needs. This creates a mutually beneficial relationship that ensures positive outcomes.”


Leduc explains the thinking: “AMI and its partners host top talent with

specialized knowledge and industry experience, sourced

directly from within the sector so we have culinary experts within

the team to broaden our F&B

competences. We operate like a family and together we are more than the sum of our individual parts. Although diverse in its composition, there is a unique synergy across the team. “I work alongside some truly outstanding individuals and industry leaders,” recalls Dan Day, Executive VP of AMI Inflight. “In fact, some of those professional relationships have grown into personal mentorships and longlasting friendships.” These personal connections are reflected in the name, AMI. “AMI stands for ‘Airline Marketing International’ but has an additional significance as AMI means friend in French,” says Siouffi. OVERCOMING CHALLENGES

Achieving success through innovation in a fast-paced sector for 30 years is not easy. Poole recalls: “AMI has faced several reinventions in light of special projects and market challenges. With each change, we dedicate our efforts to enhance our relations with suppliers and better serve our customers.”


“There are some big opportunities for operators in the market right now,” concludes Leduc. “We hope to maintain organic growth and add value in other markets worldwide, connecting the right people across the supply chain to deliver results. We have 30 years

behind us, but we are certainly looking forward to the future.”

advantage is the exceptional level of professional care they offer. We always feel the AMI team is committed to their customers and really understands their needs, achieving the highest possible level of quality, cost efficiency and most importantly, consistency. This is powered by

passion and loyalty.”

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Unparalleled Quality For over 30 yearss Gourmet Foods Inc. has provided our Airline, Rail and Cruise Line customers a wide range of high quality products. Through our strict quality control programs, we have achieved SQF Level 2 Certification, guaranteeing the quality and care put into hand crafting every single product. In order to continue enhancing our products quality, Gourmet Foods has completely eliminated man made trans-fats, artificial colors, preservatives and other chemicals from our core line of products. Cage-free eggs, expeller-pressed oils, wild-caught shrimp, hormone-free dairy products, American Homestead pork, Mary’s Non-GMO enhanced animal welfare chicken, and sustainably farmed smoked salmon are just a few examples of what you can expect when you are considering our family of gourmet products.

This is Gourmet Foods promise to you: Whether it’s First or Business Class components, sauces, soups, hors d’oeuvres or special meals, we bring quality and sustainability to the table for the satisfaction of your customers.

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How to...

help rail beat air Rail operator TGV Lyria has partnered with LSG Group to compete head on with its aviation competitors. Julie Baxter discovers how set your goals

LSG Group won TGV Lyria’s catering contract in 2017 as it worked to differentiate itself, especially on the Paris-Zurich and Paris-Geneva routes, where its main competitors are airlines.

find your partner

LSG Group offered a 360° service with complimentary catering in the BUSINESS 1ÈRE class, and a retail offer of a full bar and an at-seat sales service. The caterer took responsibility for food production, pick-and-pack and last-mile logistics from the Gare de Lyon station.

line, the scenography of the service, created signature dishes and 'special care' uniforms and implemented staff training. Nothing was left to chance."


Highest priority was the BUSINESS 1ÈRE product and service branded 'La Table' with the LSG Group's team working organically alongside the operator's team across the entire passenger experience. The service focuses on all passenger contact points, welcoming guests on the platform and offering 'special care' throughout the journey including an oshibori (hot towel) at the start and a digestive service to close it.

Spread the enthusiasm

Peter Rebelo Coelho, LSG Group's head of train services Europe, says: "The 'La Table' concept has been a great success, combining French and Swiss know-how and a real commitment to excellence. We reworked the porcelain and linen

raise the bar

Fact file TGV Lyria has moved from a two to three class offering onboard LSG Group works with starred chefs to signature dishes and menus for TGV Lyria's 'La Table' concept

A new 'Le Deli' retail service offers rail passengers a much appreciated at-seat trolley sales service in both Standard 1ère and Standard class in addition to the established bar offering

Xavier Muller, head of business development train services Europe, adds: "The culinary concept aims to offer an exclusive sensory journey. The catering changes every six months and features signature dishes by starred chefs to ensure a broader choice, a strong focus on seasonality and a direct link to the terroir. Most recent is a partnership with Michelinstarred French chef Michel Roth."

spread the love

For the STANDARD 1ÈRE and STANDARD class, the 'Le Deli' concept moved retail to a new level to adding at-seat sales services with a trolley which has been widely welcomed. •


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Trend-setting strategy Colin Talbot, formerly head of global catering for British Airways, is now Alpha LSG’s catering director. Julie Baxter asks him how it feels to be on the supplier’s side


lpha LSG caters seven of the world’s top 10 airlines out of the UK and the recent appointment of Colin Talbot as catering director is designed to underpin the company’s reputation. Talbot is based at Alpha LSG’s kitchen at Heston with a team of culinary development chefs led by Michelin star chef Kevin Love, head of culinary. He says: “The way the airline market is evolving, particularly at Heathrow but also across the country, means there is increasing demand for cuisine that is more premium, creative and innovative. Alpha LSG already has a superb reputation for this and I hope my experience will further enhance the services we offer.” Talbot, who worked for BA for 31 years, in a variety of roles recalls: “I was responsible for relaunching Club World and Club Europe services and introduced some cutting-edge changes. Evidence shows food is one of the key factors influencing repeat bookings.

business and it is important to share “From the caterers’ perspective this the knowledge and skills across the means they must constantly be raising entire culinary operation. the game, coming up with new ideas “We are well aware of the economic and innovations to help airlines stand pressures airlines out from the crowd. face as passengers Simply keeping pace look for a wider with food trends isn't enough, our chefs We have to stay one choice to meet varied dietary demands. must ensure we are step ahead of the We have to be very the trendsetters – game clever in finding offering cutting-edge, premium dishes that healthy, nutritional use quality ingredients but are costinnovations that look and taste great. effective. “I’m keen to see the development "It’s a constant challenge but we have chefs at our Culinary Academy spend more time in our regional kitchens too. to be one step ahead of the game. Food must look great on the plate We have around 120 chefs across the too so crew engagement, training and support, is a vital element of our overall service. They are in the frontline after all and are key to providing a really memorable inflight experience.” •


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As the doors open on WTCE – the biggest annual showcase for the onboard hospitality sector trend-spotter Marc Warde highlights the 2019 trends he thinks you’ll need to watch…


he year began with ‘Veganary’; the first month of the year has been rebadged. And it seems to be a name that will stick. Organisations (and airlines) worldwide are embracing the vegan trend and upping their game, with Air New Zealand receiving plenty of publicity for its plant-based burger and a raft of carriers reporting vegan requests on the up. Veganism is certainly on the rise, with more and more products set to come to the market in

2019 and an increasingly positive buzz for this lifestyle choice. Be it for health, moral or taste reasons, people are eating less meat, and serving alternatives onboard is now a must. Airlines are already looking to improve their vegan options – not just in snacks and meal service but among their wine selections too. Supermarkets are now selling lab-grown proteins, which apparently taste just like real meat. This marks a significant step forward for a nascent industry, which aims to provide people with meat


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international chefs have begun using it too. It features as a flavouring for Scandinavian Aquavit, as well as in some popular beers, and adds intriguing flavour to sweet and savoury offerings.

Chef credentials

While the public’s appetite for celebrity chefs seems insatiable, the challenge for airlines is that they are often expensive to partner but are generally little-known outside their home nation. A good alternative gaining traction among the most foodie-focused airlines is to bring on regional foods that tell a story of the destinations served and give a platform to emerging chefs. Just as pop up restaurants allow the public a quick fix of a new style, so these ‘pop-up’ partnerships can enhance the culinary experience onboard.

Fruit Wine

without the environmental impact and welfare problems of intensive livestock production. Other companies are producing beef, chicken, duck and pork cells in the lab, but for unstructured items such as burgers and nuggets. Which airline will be first to bring these onboard?

For the past few years maple water, beech water and enough coconut water to sink a ship has been promoted at every trade show I visit so it’s nice to see that this year fruit wine seems to be making a comeback. I don’t mean the super sweet sickly stuff my grandfather used to knock up demijohns of in his greenhouse, but something a little more sophisticated which can be presented as a lovely treat when you fly. Single-fruit wines typically blend many varieties of one fruit. Some winemakers

Spice it up

Spice is very much a priority too. As the world gets smaller and consumers get more interested in the ingredients put before them, airlines will undoubtedly be showcasing lesser-known spices, herbs and ingredients to expand the flavour palates on offer. Look out from carom, mahlab and the fabulously named ‘grains of paradise’ – a species of ginger related to cardamom and sometimes known as Alligator pepper or Melegueta pepper. Hughly important in the 14th and 15th centuries, this spice, consisting of small reddish-brown seeds, has been out of vogue for a long time. The grains are gentler than standard pepper with an herbaceous and citrusy character. Popular in cuisine from the West African Coast, some

Left: Air New Zealand's plant-based burger


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also produce wines from multiple fruits. They are dry and sophisticated with a beautiful colour – and not a grape in sight!

Gutsy choices

‘Fermented’, ‘fibre’ and ‘probiotic’ are three words set to feature increasingly in the culinary conversation. We have been using these products for millennia and now we know scientifically they are good for us. Getting fermented foods, plenty of fibre and probiotics (good ones) into our bodies in a tasty way is going to become ever more important. Some say a healthy gut can cure all ills, and as more passengers prioritise them, airline menus will need to reflect that need. Perhaps we’ll see a jar of pickles in the help-yourself larders!

Free from harm

Above right: Pickles tick the right box when it comes to promoting gut health. Main picture: Fruit wines are on the rise

The term ‘special meal’ is likely to become increasingly obsolete. Customers who have intolerances don’t really want to be labelled ‘special’. Dietary needs are not a fad or a trend but a way of life for many, myself included. Catch-all caveats saying ‘may contain’ no longer do. In the UK and around the world there has been much litigation in this area – and some tragic stories where restaurants have failed guests – and airlines will need to work hard to improve and guarantee the free-from and special meals they offer. Allergy awareness is becoming more prevalent daily, and it’s not going away. Several airlines are already shaking up what they do, to ensure they get it right which I applaud. Completely nut-free airlines will increase in 2019 so look out for new goumet nut-free snacking alternatives – perhaps a bowl of barbecue-flavoured roasted chickpeas or rice crackers. Some airlines are also set to make the decision to stop passengers bringing food onboard from home and airport outlets as they cannot guarantee contaminated-free environments with these onboard. If passengers can no longer DIY, options available onboard need to suit ALL customers.

Well, well, well

Wellbeing is a worldwide trend encompassing many elements

designed to improve our mental and physical health. Taking care of your input is important, but we are not just what we eat. Today, we are how we work, rest and play too. Lagom, the Swedish art of living a balanced, happy life reflects the “everything in moderation” motto of my grandparents and increasingly includes adding the likes of probiotic yoghurt – or more modern and exotic items such as collagen water or kumbucha – to our routines. Reflecting this concern for wellbeing onboard will help brands build genuine connections with their passengers.

Packaging potential

Packaging has always been a hot topic in airlines. The merits and costs of rotable versus plastic/foil/ cardboard. But this topic is hotter than ever, with new regulations and penalties/taxes coming into force. It really is time to rethink your sustainability policy if you haven’t already and there are many new materials being evolved to reinvent packaging and encouraging upcycling. A couple of airlines are already selling old trolleys repurposed to make excellent drink cabinets but how about edible packaging? These are evolving fast and moving up the agenda – just imagine if you could persuade your passengers to eat all your waste! •


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HEINEKEN INFLIGHT NEWS Heineken has been awarded a 5 year contract with KLM and Air France as the exclusive premium ®

beer offering on-board all flights with effect from 1 March 2019. The deal creates visibility for Heineken® to a total of 86 million global passengers per year across both airlines. In addition, opening in Summer 2019 at Amsterdam Schiphol Airport, a new dedicated Heineken branded bar will offer KLM and Sky Team Gold and Platinum passengers the chance to enjoy a Heineken®, Heineken® 0.0 and a selected range of HEINEKEN’s international portfolio. From October 2019, Heineken® 0.0 will be available on board KLM flights.

Christian Klimpke, Global Account Manager Airlines, Global Duty Free HEINEKEN, comments; “WearedelightedtohavesecuredthisextensionwithKLMfortheHeineken® brand,enablingtwoiconicDutchbrandstoputtheirstrengthstogetherto surpriseandexciteconsumersaroundtheworld.”

lager is brewed with a unique recipe for a distinct balanced taste, enabling consumers to enjoy a Heineken® beer at any time of day and perfect for the in-flight market. The Heineken® Master Brewers used their expertise to brew the best possible zero alcohol beer using purely

brewed for beer lovers, by beer lovers, and offers a perfectly balanced taste with refreshing fruity notes and soft malty body. Heineken 0.0 won a silver

Tiger Beer®

award for Best New Product Launch 2018 at the Drinks International Travel Retail Awards. Heineken® 0.0 is listed on leading European airlines including Ryanair, Transavia and KLM.



Raised on the streets, shared at the street food table,

This refreshing non-alcoholic

natural ingredients. Heineken 0.0%® is double brewed while the alcohol is removed and blended with natural flavours. The result is a 0.0% beer

FACT: EVERY DAY 25 MILLION HEINEKEN BEERS ARE SERVED ACROSS 192 COUNTRIES Born in the melting-pot of Singapore in 1932

HEINEKEN 0.0% a choice for all drinking occasions


where we sit shoulder to shoulder with all walks of life Tiger® was brewed to bring people together



It’s the beer with bite Breaking conventions and championing those who dare to pursue brave ideas to make positive impact. Today Tiger® is the world’s fastest growing premium beer Brewed in 16 countries and available in 50 Tiger® airline listings include Singapore Airlines, British Airways, Jet Airways, Scoot and Air Asia.

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Orchard Thieves® takes to the skies with Ryanair From April 2019, Orchard Thieves® cider will feature on Ryanair’s new inflight menu alongside Heineken® and Heineken® 0.0. Originating in New Zealand and domesticated in Europe, Orchard Thieves® makes for a great cider, always stealing the best apples for the refreshing and crisp appley taste.


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favourite flavours

The need for seed McCormick & Company has been monitoring flavour trends around the world for the past 20 years. Here principal research chef Steve Love shares insights on the next big trend

Those in the travel industry who are passionate about flavour are always on the look out for the next big flavour trend. As a business with a long tradition of supplying sauces, herbs, spices and seasonings, either via wholesalers or food manufacturers, we’ve access to unique insights on usage and have started to take a year-round, live- feed approach to flavour trendspotting. With $4.8 billion in annual sales we get a good steer as to the way the culinary market is moving. Most recent to make its mark in 2019 is definitely the flavour and use of and white sesame seed seeds. This reflects seasoning blend with a the growing trend hint of spice, which can towards healthy eating, be used across sweet with three-quarters of Seeds are a wonder of food industry leaders nature and are capturing and savoury recipes. It livens up cookies expecting healthy eating the imagination and and popcorn or can be offerings to grow the winning accolades for sprinkled over salad. fastest over the next flavour punch too And if you are looking three to five years. to offer a healthier Seeds really are breakfast offer, overnight coconut guava basil a wonder of nature and are going to be seed pudding is the type of thing that plays capturing the imagination and winning to the trend. Basil seeds absorb and take on accolades for their flavour punch too. They accompanying flavours and provide texture are versatile and easy to use too either for to the dish without adding oils or fats. snacking or inflight dishes. As airlines look for snacks without nuts, for example, lotus seeds, also called makhana in Flavour forecasting India, can make a great option. We created McCormick brands include Schwartz, a Cajun Puffed Lotus Seed Snack Hammonds sauces, Bick’s relishes, Frank’s Mix using these seeds which RedHot, French’s and Noël’s and we are are already a staple in Asian now working with a global community cuisine. They also play into of experts, chefs, influencers and flavour the ever-increasing trend forecasters to spot new trends. We are for Asian flavours. working with thought leaders in food, culture More familiar are and innovation to help showcase new tastes everyone’s favourite, and flavours that reflect specific destinations sesame seeds, but check so do look out for our quarterly Flavour out Gomasio, a Japanese black Forecasts at mccormick.com. •


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Customized Single-Serving Dressings and Sauces

Single-serving dressings and sauces have been an integral part of our product range for more than 30 years. Innovation is one of the keys to our success in this field. Our brand-new, high-tech filling and packaging station for different serving sizes offers: – – – –

Greater flexibility thanks to varying serving sizes from 10 to 40 ml in one-milliliter increments A printing station for the product name, list of ingredients, date of production, and expiration date A customized label with the client logo, available from a minimum contracted volume of 1.5 million servings Option of individual dressings produced exclusively according to the client’s recipes with an Achenbach lid foil from a minimum order of 25,000 servings

Achenbach Export Team | 65843 Sulzbach am Taunus | Germany phone +49 6196 600923 | fax +49 6196 600928 | export@achenbach.com | www.achenbach.com

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Thinking holistically


From eco-burgers to clean label foods, sustainable packaging to retail collaborations, Marfo tells Julie Baxter how it has transformed itself into a total solutions business

nflight catering has come a long way since the early 1970s when Marfo started supplying traditional hot meals to airlines, and the company says the key to success is staying ahead of the curve, embracing new trends and bringing ever-more innovative products onboard. Marfo has a well-established reputation for supplying fresh-frozen dishes to the airline industry but in recent times has evolved its offer to provide a one-stop shop for everything from complete meal solutions to snacks to buy-on-board programmes. “Since 2000, our focus has shifted towards also offering total solutions. We have co-branded meals with famous retail brands and extended our range of starters and desserts,” says vp sales, Gijs van Zon. “Working with a highlyexperienced team and prestigious international chefs from around the globe, each with a strong reputation in their own country or continent, we have

also ensured outstanding performance dishes made from as pure ingredients as possible. “I don't think it will be long in authentic ethnic cooking, including before airlines also required these." Asian and Middle Eastern dishes.” Two key trends to watch, says Gijs van Zon, are the transition from animal to Packing a punch plant-based protein, and sustainability. “All Marfo meals are carbon-neutral During WTCE, the using, among other company will launch a elements, green electricity and our new range of products own biomass,” adds incorporating these We use an holistic Giji van Zon. “We trends. One is a approach with our buy as much local burger made from clients produce as possible a combination of and use packaging oyster mushrooms that is lightweight and preferably made and beef. The mushrooms grow on of recycled base material. Packaging the waste products of the coffee is becoming increasingly important industry. as airlines and passengers focus on Marfo also draws inspiration sustainability. from its other markets including “These days, Marfo is a specialist in retail, health care and hospitality. total solutions, from service concepts to Gijs van Zon says the team is waste collection onboard, and we use an developing ‘clean label’ meals holistic approach with our clients." • for hospitals which are healthy


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84 / HOW TO...

How to...

turn chefs into heroes Rail operator LNER has boosted the role of its culinary experts with a new Hero Chefs initiative. Julie Baxter finds out more PRIORITISE PASSION

LNER is constantly striving to change the perception of onboard rail catering by showcasing provenance and local suppliers. Its Hero Chefs initiative brings together the team’s passion for locally inspired dishes and the chefs who already cook freshly prepared food every day onboard.


Claire Ansley, customer experience director, explains: "The Hero Chef roles were open to all chefs currently working on the trains. We had a really positive response and selected eight linked to the regions across our route: North, South, Central and Scotland. They are all real foodies, follow the latest food trends and champion local produce, so our food will tell the story of our route.”

approach to service delivery and will evolve in response to feedback.



Each Hero Chef takes a particular lead on desserts, dinner, breakfast, snacks or sandwiches and supports the catering team developing exciting dishes using local products. Ansley adds: “We have a fantastic food story along the east coast mainline and our Hero Chefs are bringing this alive.”


Alongside menu development, the Hero Chefs support other onboard chefs through coaching and mentoring, leading on in-house training and helping to develop a robust succession plan. It's an holistic

FACT FILE LNER last year won the Onboard Hospitality Award for Catering Innovation Hero Chef dishes will be available onboard in retail, and Hero Chefs menus will be

complimentary in First from April 28 this year. Feedback shows LNER’s cooked breakfasts in First are already loved for their quality and even have a social media following

Research, insights and social media monitoring allows LNER to spot changing food trends and demand. The team trials different dishes and styles of service to achieve accurate understanding, and adds products to reflect the season. Online preordering is available in standard class.


Ansley is excited about the future too, adding: “Our new Azuma trains represent a great opportunity to build on what we’re already doing onboard and we are very excited about the future of catering, both onboard and in our First class lounges. We are passionate about our people and extremely proud of our Hero Chefs.” •


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THE NEW SHIPS ARE A CHANCE TO RETHINK ALL WE DO Horst Pint, hotel operations director at Saga Cruises for the past 20 years, prepares for the cruise line’s first new-build vessels


ur first-ever new build, the 999-passenger Spirit of Discovery, will launch in July followed by the Spirit of Adventure in August 2020. Both ships give us a real opportunity to expand what we offer in terms of space, comfort, dining and entertainment. I oversee the hotel and entertainment programmes, including the 760 onboard hotel operations staff.

New ships, new thinking

Spirit of Discovery will offer our widest selection of restaurants at sea, led by an expert team of executive chefs. There is no extra charge to eat in our speciality restaurants, and we’ll be introducing a new seafood venue in addition to our oriental and grill restaurants. We also have our first celebrity-endorsed supper club, The Club by Jools. Jools Holland and his band will be appearing on several cruises. Spirit of Adventure will

also feature a Supper Club, an upmarket Italian and our very first Nepalese restaurant at sea, the Khurkuri house. We pre-purchase and load 90% of our stores in the UK but we encourage our chefs to source locally too, whether it be piranha in Manaus, giant tiger prawns in Singapore or fresh Severn trout in Southampton. We try to keep our menus fresh and innovative and meet requests wherever possible. We source local wines when itineraries permit, but I’m also proud to serve British Chardonnay and sparkling wine from Hush Heath Winery in Kent. Our new ships will offer a signature blend wine bottled especially for us. Our sociable smaller-sized ships are designed to make passengers feel at

home and are particularly popular with solo travellers. Over a fifth of all cabins on Spirit of Discovery will be for solo travellers, a true industry first. All cabins on both ships have private balconies. There is also a spa, terrace garden and our first playhouse theatre.

Exciting changes

We’re proud of the high percentage of repeat passengers we have achieved since Saga cruises began 20 years ago – this accounts for 70% of our business. There is always sadness to see the old ships retire, but all of our current crew, staff and officers will be coming with us to the new ships and I really believe this could be the best chapter yet in the history of Saga cruising. •


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as an industry we have to bring on culinary talent Robin Padgett, vp dnata catering, turns the spotlight on culinary quality as the route to growth and industrywide success


irlines are investing in food again! Food and beverage has become a differentiator, with flying becoming an experience once more, not just a seat. There's been a structural shift – catering is no longer just a cost, it’s part of revenue generation and of a great product. This suits our philosophy perfectly. We love food and want customer airlines who love food too. Great culinary is the thing that gets people talking and all our developments have culinary at their heart. Asia and the Middle East always valued this approach and now it's coming across Europe and the U.S. too.

Green-field freshness

Our Dublin kitchen was a first for us - a green-field site developed from scratch. We used the process to renew our intensive focus on culinary. As an industry we need to freshen up

airline catering, and a new-build is a great way to establish priorities and test concepts really can work in truly efficient units. The same applied with our move into Canada on a green-field site at Vancouver airport - a proper fresh food kitchen staffed by proper chefs with all the culinary skills needed to create great products. The coming year will bring similar projects and more consolidation – the industry needs more of that. We have to remember we are all in the food business and culinary has to come to the fore - that is where airlines can have the most fun and make real impact. Increasingly airlines do want a one-stop shop, one caterer worldwide who can ensure consistency and global

quality. That’s certainly easier to do from green-field sites, as you can set the tone, the culture, afresh. In the U.S we believe airlines will look to secondary airports for growth such as in Nashville where we have a new chef-led unit for British Airways with a strong culinary push. Personalisation too, is a trend that is here to stay - it's good for satisfaction, revenue and cutting waste.

Supporting talent

Bringing on culinary talent is essential and we now have 30 apprentice chefs across the dnata network, learning to be creative and push the boundaries. As an industry we have to give talent the chance to grow. •


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Food stories Royal Smilde has 150 years of culinary heritage. Now it's entering a new era of innovative food concepts and collaborations for onboard. Julie Baxter gets a preview


family company founded in 1863, Royal Smilde first found fame across the Netherlands for its quiches, pies, salads, hummus and spreads. It is a leading food manufacturer that has grown into an international player, and this year sees it make a fresh start in the inflight market.

Fresh start

Royal Smilde's Bebo margarine portions already fly widely around the world but with a new marketing manager, Geert Frank, now leading the airline channel team, a new approach has been born raising the profile of the company's in-house production facilities, broad product range, airline packaging solutions and creative food concepts. Royal Smilde has teamed up with industry experts AA Bakeries to support its sales ambitions and packaging specialist Ariane van Mancius, of Now New Next, for onboard packaging knowhow and inspiration. This month it launches a new fresh/ frozen range under the brand name

'& stories', created in its own production facilities specifically for inflight service, and designed with clear understanding of the technical constraints of Atlas trolleys.

experiencing unique things along the road and one of those things is the food you taste in the destination. Whether it is in a salad mix or pie, a quiche or spread, we have played with flavours to support the stories of travel and combined Flavour focus this with packaging The range aims to We have played that explains the bring the flavours of a region and highlights destination onboard with flavours to in an holistic way. support the stories the provenance of the offering with playful, The branding and of travel optimistic story-telling. packaging present “Having our own in-house production flavour concepts from around the world. facilities means we have great flexibility Frank explains: “Developed around in creating new products and can also four flavour palates – South offer some interesting price levels for American, Mediterranean, airlines. We believe this will ensure Indian and American – we have we are increasingly seen as an serious created a range of products that player in the onboard market and reflect our expertise but also look forward to revealing the range tell the stories of the destinations at WTCE (1A41) alongside AA Bakeries they come from. Travel isn’t just International.” • about getting somewhere, it is about


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Cheesy does it

Cheese has always been a passenger pleaser and now new flavours, consumer trends and dietary requirements are all driving new offerings onboard, says Jessica Pook


heese over chocolate? For me it's a no brainer! From the humble sandwich to careful pairings with wine, the versitility of cheese knows no bounds. Personally, I've always thought of it more as an after dinner treat than a savoury snack but according to specialists, cheese is actually moving up the agenda as a guilt-free snack and can even now be considered a ‘healthy snacking alternative’. Consumers are becoming more savvy, understanding

that cheese contains ‘healthy fats’, along with calcium and protein. It has had long credentials as a calcium-boosting snack for kids and has now evolved into a protein food for adults too. As a result, mini portions are currently the strongest performer in the cheese sector, growing at over nine percent a year in terms of value and volume. And significantly adult snacking now outperforms children’s snacking.

Putting flavour into fromage

Right now, marinated cheeses and unique flavour-infused cheeses are top of the trending list, and it seems the bolder the better.



Cheese specialists Beemster offers a range of speciality and seasonal cheeses that are made sustainably from cows that graze freely. Its Graskaas cheese uses the cow's first spring milk for a limited edition offering, 'the creamiest cheese of the year'; while its Pumpkin Spice savoury cheese offers a taste of autumn. The new X-O offering is revered for its rich flavours of butterscotch, whiskey and pecan and its Classic cheese taps into the craft beer trend by pairing well with hoppy, bitter craft beers. The company is also innovating its offer to include new ways to bring cheese onboard with the Beemster Bun specifically designed to appeal to millennials. The bun is heated onboard with a great aroma which is already encouraging good buy-on-board sales. Applewood has also been experimental when it comes to flavours. Blended with either cheddar or wensleydale, flavours include smoky Applewood, Spicy Mexicana and Ilchester Wensleydale with Cranberry. Its 20g Applewood spread and Red Leicester sticks have been a particular hit with airlines seeking an easy-toserve, portion controlled cheese offering. It has also just launched a range of lighter individuallywrapped cheeses at 63 calories per serving and is in the process of developing a vegan cheese alternative, made with coconut to tap into the dariy-free sector.

Industry challenges

In premium cabins, one of the main challenges with cheese onboard is consistency. En Route International and its cheese partner Bradburys Cheese report that historically caterers sourced cheese from different manufacturers across different regions, leading to inconsistency along the sourcing supply chain. Cutting of the cheese, led to further inconsistency in portion sizes, and as the cheese was often plated under cling-film up to 24 hours before being sent to the aircraft, it began to sweat and spoil. Having identified the issues, the partners evolved a solution which involved sourcing the cheese, and

then cutting and packing it centrally to control the size and shape of all portions. In addition, special packing techniques were developed to secure the atmosphere in which the cheese was stored and enhance the served quality. Through these techniques, the cheese continues to ripen, without forming any sweat or crusts and customers receive it in peak condition. Hamish Cook, executive director En Route International, said: “Cheese has always been a great accompaniment to good food. It’s a great way to end a meal and cheese boards can be tailored to cater for particular regional preferences eg, French, Spanish, English etc. We also offer rigorous training to cabin crew on a regular basis as menus change. Our training sessions even incorporate cheese and wine pairings so crew are fully informed on what they are offering to passengers.” The company has also evolved a Delectable Cheese Tray offer now flying onboard Virgin Australia which combines cheese with nuts and dried fruits.

Cheese pairings

Cheese also now makes a regular appearance as part of tapas platters or sharing boards for buyon-board, as offered by Foodcase International and Gastro Worldwide, paired with olives, crackers and meats.

Above:The Beemster Bun targetsthemillennialmarket


92 / CHEESE ONBOARD Speciality supplier Sid Wainer & Son is on a mission to educate the passenger too and has created an inflight cheese programme to help. Cheese is presented for pairing, offering an upsell opportunity inflight alongside the beverage service. The programme offers a selection of produce developed with a global network of cheesemakers and paired with beverages as a fun and social onboard experience. The offer is supported by product education information to create a unique passenger experience that can be tailored to meet airline demand.

The dairy-free appeal

The increase in passengers with specific dietary requirements and the broader dairyfree movement has only encouraged cheese manufacturers to adapt and evolve. Free-from dairy, lactose and vegan-friendly cheeses have shown growth of 33% and that market is now estimated to be worth £39

million. Fatima De Amaral, of Sid Warner & Son, believes that millennials are the central influencers of speciality food and are driving innovation in plant-based alternatives. She says “These key influencers are creating more demand for plant-based diets and as consumer demands shift, it is our duty to provide a quality offering that meets the needs of their diet choices. With this global shift will come much innovation in the speciality food sector, it will allow for new product entries, emerging markets, and product advancements to flourish across the speciality food industry. It is an exciting time for us cheese enthusiasts.” •

From top: The Foodcase tapasplatterconcept;and En Route's specially designedcheesepackaging






Premium cheese for premium airlines Come taste the award winning Beemster Bun on our stand

Handcrafted by our Master Cheesemakers • Naturally aged in our traditional warehouses Premium Dutch cheese from the Beemster polder

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Cupffee *N



Set to debut at WTCE, Foodcase International presents the latest innovation in environmentally-friendly packaging with its Cupffee edible coffee cup

veryone loves a success story and at Onboard Hospitality we have been excited to see just how successful specialist companies can be once they get onboard. We’re always on the look out for newcomers and new products and businesses looking to shape the onboard sector of tomorrow. So if you have a new product or concept making its way into the onboard market, get in touch and we’ll spread the word, champion the cause and watch your business as it heads sky high or gets on track.

Waste not want not

The Cupffee edible cup is a totally new alternative to the traditional plastic, cardboard or porcelain cups for hot and cold drinks, Made from a natural grain product, the cup can withstand hot beverages up to 85 degrees for as long as 40 minutes. Through its unique technology, the freshness and crispness of the cup is preserved for the duration and won't leak for up to a day. The cup has a slightly sweet flavour that doesn't influence the taste of the drink and its thermal and moisture resistance is acheived without any icings or coatings. As a 100% sustainable, plantbased solution, the cup could be a great marketing tool for airlines looking to cut down on waste

Cupffee can withstand hot beverages up to 85 degrees for as long as 40 minutes

and lead the way in innovative ecofriendly solutions. A supporting element that goes along with the cup is a label made of paper which is fixed in such a way as to provide resistance and stability while handling the product. The label also offers space for personalisation or advertising. Wilbert de Louw, of Foodcase International, says: “By using Cupffee, we believe airlines will not only solve the waste issue of millions of cups every year but will also increase the guest experience onboard. This new edible cup, which we will be showcasing at WTCE this year, is the ultimate way for an airline to show the world their commitment to a better world. foodcase.nl •


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e r u t a n g Si S i p s A welcome beverage with signature style can add a story to your service and bring a real sense of occasion to the onboard experience. Julie Baxter takes a sip


rincess Cruises recently enlisted the support of notable TV celebrity/ cocktail guru, Rob Floyd, to revamp its beverage offer. His specialty is creating cocktails that combine story with under-the-radar ingredients to create 'an adventure in a glass'. The aim was to ensure the drinks offered – both alcoholic and alcohol-free - reflected the destinations being visited so Floyd deliberately selected ingredients from every corner of the

world to create a fusion of flavours. He says: "I was truly inspired by ingredients from all the amazing destinations Princess Cruises sails to and worked on a selection that combines the Three T’s: taste, technique, and tale." That meant interesting ingredients skilfully crafted together and with a creative and fascinating back story. The new cocktails include: Mayan Heat, inspired by Mexican ports, and Italian Sunset inspired by the Med. There are African influences in the Ivory Coast


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cocktail and notes of Egypt for The Egyptian Zombie. Airlines too have a strong tradition of offering signature drinks that reflect their heritage and routes, and as the push continues towards passenger experiences that link the journey to the destination these are growing. Champagne has been the classic welcome drink, and Bloody Marys and Mimosas made their mark with United's Polaris service, but attractive inventions such as Thai Airways’ non-alcoholic, Violet Bliss, or Cathay Dragon’s Dragon Sunrise and Rose Infinity get the added kudos of social media traction as they look impressive and get passengers talking.

Local flavours onboard

the staple island spice, cinnamon. The honey coloured slush has a strong aromatic fragrance designed to ‘transport’ passengers to the spice’s island home and reflect the airline's heritage. Creator Mohiden Saheed says: “Cinnamon is Sri Lanka’s heritage spice to the world with a history dating back to 500 BC. We use only locally sourced cinnamon from our own plantation for the drink and other onboard products and believe it has many health benefits as well as a great refreshing taste. It combines local flavour and back story with a wellbeing message and has been well received by passengers already. The success of the drink has inspired us to create other cinnamon onboard products including a Mohksha Pops lolly and cinnamon bark toothpick.”

Qatar features a lemon and mint juice welcome drink - made from freshly-squeezed lemons blended with mint leaves and slightly sweetened with a stock syrup. It takes its inspiration from the Beverage ambassadors Signature drinks restaurants in Qatar where All Nippon Airways has increasingly reflect a it is widely served, and sits destination and carry an taken things a step further alongside So Jennie - the partnering with renowned interesting back story world’s first non-alcoholic sake sommelier Yasuyuki sparkling drink inspired by the Kitahara to present the traditional Champagne. Japanese national drink to best effect inflight. Hawaiian Airlines makes much of its tropical Kitahara helped ANA select 36 new Japanese sakes vibe through a collaboration with On the Rocks for a range of 44, suited to both first time drinkers premium cocktails exclusively offering the and aficionados. authentic flavours of Hawaii through The choice of creative beverage partners is a range of all natural beverages such growing too. Ariane van Mancius, trend-spotter for as gin with violet, guava, coconut and Now New Next recently visited F&B show Horecava citrus in the Tropical Landing; or dark in the Netherlands spotting Lowlander, a brewing rum and tropical pineapple in the Mai business using plant-based ingredients such as Tai. The airline has also tied up with juniper berries and pine needles, ginger root, tea independently owned craft brewery, leaves and elderflower to make beer; and BeerMaui Brewing Co. Aqua a new range of waters infused to develop a Lan Chile brings the classic beer aroma. flavours of its region onboard by For cocktails, cocktail pearls have become an offering a welcome Pisco Sour effective way to add a kick to a favourite soft drink, consisting of juice from small with the added attraction of injecting colour, lemons, pisco, powdered sugar bubbles and glitter. and ice. The biggest trend she detects however is And supplier Mohksha towards alcohol free offerings. Braxzz 0.0 for Limited has worked with instance launched a range of speciality alcoholSriLankan Airlines to launch free beers and a cider; and there are now even a signature mock-tail, alcohol free gins, brandies, rum and tequila for Mohksha Dew, built around mock-tail makers to experiment with. •

Above: SriLankan Airlines' Mohksha Dew mock-tail Right: Sake selections position ANA as an ambassador for its nation's culture


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Our naturally sourced spring water has the perfect balance of minerals, providing a neutral water that is clean tasting and refreshing. The perfect travel companion.


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Water ways EULAB

EAULAB offers three waters each with its own specific wellbeing qualities: a gut support water; immune boost water, and a muscle recovery water. The ecoconscious brand wants to put an end to single-use plastics and reshape the packaged water category for the greater good by using cans rather than bottles. eaulab.com

Hydrating in flight is essential but these water brands claim they are also doing their bit to ensure their packaging is as natural as the water itself. Jessica Pook investigates



This naturally-sourced UK water claims one of the lowest carbon footprints of any beverage and is sourced from 88 mineral springs. Harrogate's glass bottles use 50% recycled content, whilst the PET bottles use more than 51% post-consumer recycled content (rPET); the highest percentage of any bottled water producer it says. All bottles are 100% recyclable. harrogatespring.com

Radnor Hills will showcase its environmentally friendly spring water cartons at WTCE, Hamburg. These are specifically designed for onboard service and the carton fits snugly in galley trolley trays and has a convenient anti-roll shape for inflight stablity. Packs include an easy to use pull tab creating the sipping hole, so no plastic straw is required. The Welsh spring water used is balanced and rich in trace minerals; it’s extracted from far underground and packed at source in Powys, mid-Wales. radnorhills.co.uk


Profits made by this water brand go towards funding life-changing global clean water projects, from water and sanitation programmes to pump repair. The packaging is also planetfriendly as the carton used for the still mountain water is fully recyclable and made from sustainable paperboard from FSC approved forests. onedifference.org


Currently onboard Air Europa, this brand has an environmentally-friendly container said to be 100% recyclable. It is 75% made of plant-based material, and certified as creating zero emissions of CO2. Passengers are invited to share their travel experiences by sending photos with the box via social media to participate in a project called “Plant your Box”. A new tree is planted for every photo consumers share. aguaencajamejor.com

onboardhospitality.com onboardhospitality.com

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Plastic imperatives Regent Seven Seas Cruises has found a novel approach to eliminating two million plastic bottles a year from its fleet. Julie Baxter discovers more


eading luxury ocean cruise line Regent Seven Seas Cruises is upping its environmental commitment by moving away from water in plastic bottles to a new Vero Water purification system. Introduced fleetwide from this spring, Vero is said to be the gold-standard on-premise water purification system, and is used by luxury hotels, resorts and Michelin-starred restaurants worldwide. It uses a five-stage nano-filtration process to reduce impurities, chemicals and imperfections – resulting in a perfectly refreshing and smooth taste for both still and sparkling water. The transition from traditional bottled water to premium Vero will eliminate approximately two million plastic bottles annually across the cruise fleet.

Saving graces

The whole process of purification, chilling and filling takes place onboard, and water will be served in luxury Vero glass bottles. As well as reducing the waste of single-use plastics, the system

effectively reduces carbon emissions Coming soon every time water is served since it saves “It’s a privilege to partner with an on plastic manufacture. organisation that is committed to Jason Montague, president and chief pioneering environmental stewardship executive officer of Regent Seven Seas in the travel industry,” says David Deshe, Cruises, says: “The Vero purification Vero Water founder and president. system helps reduce The partnership our carbon footprint will roll out in two and sustains our phases this year. beautiful natural The whole process Phase One focuses resources.” on implementing the of purification, As part of its Sail & onboard water service chilling and filling Sustain environmental in suites, restaurants, takes place onboard lounges and bars programme, Regent will be the first luxury on ships Seven Seas ocean cruise line to eliminate singleVoyager (by April 5), Seven Seas Explorer use plastic bottles. It has also recently (by April 8), Seven Seas Mariner ditched single-use plastic straws. (by June 5) and Seven Seas Navigator Vero is a leading provider of top(by June 18). In Phase Two, guests will be end still and sparkling water to the receive their own reusable Vero Water hospitality industry and is served to bottle to use for on-shore experiences over 50 million consumers a year in six and to take home after the voyage as a countries. souvenir. •


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How to...

create sommeliers Delta Air Lines’ Sky Sommelier programme has now been building crew wine knowledge for over six years. Julie Baxter discovers more Enlist expert help

Master Sommelier Andrea Robinson, one of only 30 women worldwide to hold this title, has been the brains behind Delta's wine selections since 2007. Her wine selection includes both in-air and on-the-ground tastings to make sure the wines lose none of their flavour at altitude. Her selection includes recognisable brands for the occasional drinker plus surprises for the discerning enthusiast. The choice rotates seasonally to pair with latest additions to the inflight menu.

Define the goals

Delta partnered with Robinson to launch the airline’s Sky Sommelier training programme in 2017 with the goal of enhancing the onboard customer experience. By increasing flight attendants’ knowledge of wine, through a series of online courses, its goal is to ensure customers get the most from the wine selection.

Motivate involvement

Reception to the Sky Sommelier programme has been very positive. Flight attendants love the opportunity to hone their skills and learn more about wine. More than 1,000 have graduated from the course, which is now open to all of the airline's 24,000 flight attendants.

Build the knowledge

The Sky Sommelier programme has played an important role in enhancing the onboard experience for Delta’s

customers. Flight attendants who complete the programme are noticeably more knowledgeable about the onboard wine offerings and better equipped to serve customers. Kim Pearce, programme leader, explains: “As a result of initiatives like this, we’ve seen customer satisfaction scores for food and beverage go up across the board."

Fact file Master Sommelier Andrea Robinson has been selecting Delta's wine range since 2007

Robinson tastes from a selection of 1,300 wines before creating the wine list

More than 1,000 flight attendants have graduated the Sky Sommelier programme

Wines featured onboard range from major labels to small boutique wineries

Tap into curiosity

She adds: “We know customers are curious about our wine offerings and want to learn more about them. We’ve been thoughtful in our approach to our wine programme, which we know resonates with our customers. The Sky Sommelier programme is all about elevating the onboard experience and connecting with our customers. Those are themes we carry through all of our training programmes.” •


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Coffee machine in a CUP!

WTCE Hamburg April 2nd - 4th Booth 1E45

FRAGRANCE BRANDING One of the most powerful senses is smell •

Smell shifts a person’s emotions or feelings from anxious to calm, sleepy to alert and more.

Fragrances allows the body to experience different moods.

Customize your own branded fragrance which will be proprietary. Make your appointment today.

Contact: anila@freshorize.com www.freshorize.com

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WTCE Hamburg April 2nd - 4th Booth 1E45 Stop by to experience fresh brewed coffee in an instant. Never bitter Always delicious! Contact: aziz@thebaristacup.com www.thebaristacup.com

Uses 50% fewer coffee grounds than most brewing methods

Coffee channel

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FOCUS ON / 101

Smell the coffee The aroma of real coffee creates demand, brings a sense of home and carries a quality message. Julie Baxter discovers just how you can bring all that onboard


xpectation is rising. Passengers, it seems, are no longer prepared to put up with low quality coffee onboard and increasingly airlines are looking for branded offers, new service solutions and opportunities to up their hot beverage game. We’ve already seen alliances with high street chains such as Starbucks, Costa Coffee and McDonalds onboard and all kinds of pods, capsules and granules now claim they can emulate the on-ground coffee drinking experience inflight. Big brand coffees such as Illy, Nescafe, Nespresso, Kenco, Vittoria Cinque Stelle and Java Republic are in the mix too and no wonder they are keen to take flight, with United alone said to serve up to 72,000,000 coffees a year, Qantas 25,000 a day. As with many service elements, many carriers are looking for independent offerings too, with a back story. Retail inMotion worked with Eurowings for example to put The Public Coffee Roasters coffee onboard. The cup graphics tell the story of this Hamburg coffee specialist and a patented SuprLid means coffee is freshlybrewed in the cup then filtered through the lid.

Trolley tricks

Branded trolley offers are also gaining recognition. Espresso machine

of dark chocolate. The coffee is manufacturer Spinel has joined forces made easily as crew move down the with tailor-made trolley producer aisle and is designed to be served Italcarrelli to create an espresso coffee with love and enjoyed machine for a trolley in a glass.” catering onboard, powered by a long lasting lithium battery. Key insights Premium coffee is Key insights from And newest in the now a lifestyle mix is a three-way onboard trials show collaboration between product, part of the the SkyBarista can SkyTender Solutions, increase coffee daily routine gategroup and Douwe sales two to three Egberts times with a high to create the dedicated consumption of frothy milky beverages SkyBarista L’Or. noted. It is generating additional Isha Maker, head of sales ancillary revenues and creating & marketing SkyTender, opportunities for up-and cross-selling, explains: “SkyBarista offers as well as data transparency. authentic barista coffee Insights provided through the quality and 50 shades of trolley can also support supply choice: several blends and chain optimisation, track passenger hints from toasted hazelnut, consumption, note trends and to caramel or a subtle touch minimise shrinkage control. •


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Home before you know it Let your passengers feel like they are sleeping in the luxury of their own beds with Orvec’s Luna range. A new level of in-flight warmth and comfort at competitive price points.

Luna is a super soft woven fabric with stitch free quilting and hemless edges, typically 6% lighter than standard linens, with a designed lifespan of over 30 wash cycles. Specify your own custom print. The Luna range includes: Blankets, quilts, linens and pillow covers.











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This South Wales-based brewery is growing fast and won’t be a small operation for long! The team here are pushing the boundaries of craft beer, evident with the bright and tropical Clwb Tropicana IPA. It'll be popular with those who like fruity notes in their beer.

The Craft Beer Rising festival in London in February pulled no punches and plenty of pints. We select six Brirtish beers from the 155 breweries that were showcased



This bittersweet and hoppy IPA is just the ticket when drunk with spicy chicken wings. IPAs typically make spicy food even hotter but the long clean finish here wonderfully complements the rising heat. The brewery takes inspiration from the North Cornish waves.

This Scottish brewer is famous for its Punk IPA, but showed off some of its lesser-known beers at the festival. Alongside some of their small batch brews, they also had a showcase from Overworks, their sour beer facility that launched its beers to the public last month. Funk x Punk adds a new sour twist on Punk IPA.


The demand for no- or lowalcohol beers is still rising and Big Drop Brewery has a passion for creating great beer under 0.5% alcohol. Low alcohol beer has come a long way in the last few years and, with its hoppy and toasty notes, this pale ale is a fine example of that. It has the body of a session beer and its creamy finish makes it moorish – but you stay hangover-free!


This Bermondsey based brewery believes in keeping the basics of beer simple. The name fourpure refers to the four key ingredients used to make any beer: malt, hops, yeast and water. The oatmeal stout is rich with coffee and chocolate notes and, inspired by a traditional London stout, it’s also dark and creamy.


It's brewed in Berkshire but this punchy 5.6% IPA transports you instantly to the golden shores of California. As is the style of West Coast IPAs, it’s very hoppy and packed with tropical fruit flavours – a totally refreshing choice.


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All aboard Are travel companies doing enough to cater for passengers with special needs? Roger Williams investigates


etflix thriller Bird Box, where the characters go around blindfolded to avoid a supernatural terror, created a social media storm with the ‘Bird Box challenge’ inspiring people to carry out daily activities blindfolded. And it has inadvertently made many people think about how difficult it is to travel with a disability. At a time when society is demanding inclusive education, employment and leisure opportunities, it's interesting to explore how well the travel industry is doing on this score.

Air Travel

Every airline I checked online mentioned that it had some form of assistance available but, perversely, not all made it easy to find. Many give few details and require you to call instead, although some, including British Airways, provided lots of information on their websites. This is the first indication of a disparity in the service levels offered by different airlines, as well as camouflaging extra costs that may apply. British Airways welcomes 1,500-2,000 customers requiring additional assistance to Heathrow


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Terminal 5 every day and offers three levels of assistance depending on the degree of disability. Some passengers are required to travel with a carer, significantly increasing the cost of a trip. Last year the airline launched a ‘Beyond Accessibility’ campaign – it’s biggest-ever staff training programme to support disabled travellers. The programme was developed in conjunction with specialist charity groups, including the National Autistic Society, and is said to have had a significant impact on customer satisfaction. Using your own wheelchair (even just to the door) is mostly discouraged, as often only one can be stored on the plane on a first-come first-served basis. Unhelpfully, you have to contact staff at the boarding gate to do this, adding uncertainty and stress. Travelling with an assistance dog is mainly possible free of charge, but at least 14 days’ notice is required and it cannot be booked online.

offers the visually impaired a seat-back screen where users can adjust text size, turn on highercontrast text, and invert screen colours, as well as access text-to-speech controls.

Flying failures

However, a number of high-profile incidents have highlighted poor service. A paraplegic athlete dragged himself through Luton Airport after his wheelchair was left on a flight; at Heathrow a man Top marks collapsed and was hospitalised after a booked Feedback from travellers on specialist website wheelchair didn’t arrive; and the ‘Disabled Travel Advice’ BBC’s security correspondent gives the highest ratings Frank Gardner was stranded to Air Canada, Continental, when staff lost his chair. EasyJet, Qantas and Virgin A survey by the CAA Atlantic. revealed 57% of disabled A recent survey by the UK Civil Key plus points include passengers found flying Aviation Authority revealed 57% of disabled passengers found good all-round assistance, unnecessarily difficult flying unnecessarily difficult, with checking on passengers lost or damaged wheelchairs, regularly, special seating struggles with access, and poor facilities onboard arrangements onboard, welcoming service and being the main issues. psychiatric support animals, and additional assistance for the visually and hearing impaired. It describes Qantas as “possibly the best all-round Doing better disability service provider”, praising it for helping lift A charter to establish best practice has been passengers in and out of seats and reduced costs proposed for airlines, removing limits on for carers. compensation for damaged wheelchairs and Virgin Atlantic is praised for offering a “thorough enforcing better training for crews and baggage support service” for the visually and hearing handlers. It encourages the industry to seek ways impaired and those with mental disabilities to allow personal wheelchairs into cabins. travelling alone. The carrier helped develop, and Chris Wood, founder of pressure group Flying then installed, Bluebox Aviation Services’ Bluebox Disabled, said: “My aspiration is to have people aIFE system, which was created with input from flying in their own wheelchairs to a destination Guide Dogs for the Blind. United Airlines also has within two years. But for this to happen, the whole an advanced IFE system on its Dreamliners, which industry needs to change, and governments


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fares. Similarly, SNCF, DB, RENFE, TrenItalia, SSB, and most of the Scandinavian and UK railways have intercity trains that allow wheelchair travel.

Train design

will have to improve the Montreal Convention – mostly unchanged since the 1990s.”

Rail accessibility

Operators have incorporated accessibility into trains. In the UK, GWR’s new Hitachi trains have adjustable tables with both wheelchair and normal seating layouts, so disabled customers are not separated from fellow travellers. Disabled travellers can also book normal seating and simply stow their wheelchairs, and smaller mobility scooters can be accommodated. Tables include both fold-down and cut-out sections for flexibility. Full-size windows allow improved viewing, and screens display departure, arrival, safety and security announcements. Open space between internal sliding doors and the first table is maximised, all grab rails are colour contrasted, and evacuation signage is also in graphic format to aid understanding. Toilets, meanwhile, have a full suite of accessible features.

Unlike planes, every modern intercity train in Europe accommodates wheelchairs, and most new platforms and trains have level access. Customers Accessibility has been can pre-book assistance improving continuously Conclusion and reserve dedicated on the railways for the seating at no additional cost. While some airlines are Wheelchair ramps are also clearly trying to improve, it last two decades widely available. All staff are seems most could do more trained on safe boarding and alighting procedures. to embrace the same mindset as rail and find new Braille signage and push button access are ways to improve accessibility for all. Interestingly, featured on internal sliding doors, and there are all UK rail operators have a Disabled Persons audio instructions in toilets. Accessibility has been Protection Policy online, giving help and advice improving continuously over the last two decades, to those with special needs or mobility issues, with new rolling stock having designated doorways, including the elderly. A full explanation of services disabled toilets and securing systems. Virgin Trains available on each train type is particularly helpful, has just added an Alexa booking option for its and way beyond what is offered by any airline. • JourneyCare services, using voice commands.

Opening borders

Rail has helped open up international travel in Europe for many disabled passengers, especially between France, Belgium, The Netherlands, Germany and the UK, with Eurostar offering wheelchair spaces adjacent to a wheelchairaccessible toilet. It also offers special fares for wheelchair users and one companion, who benefits from First comforts and services at discounted second-class


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Future growth Leading amenities supplier FORMIA has revamped its management structure as a springboard to future growth and innovation, says Julie Baxter


ith strong year-on-year growth since 2009, FORMIA, this has now revamped to its management structure in a move designed to fit it for further growth and development in the years ahead. Roland Grohmann, as ceo and managing partner, continues to lead the organisation focused on overall leadership, strategy and business development, while Philipp Wendschuh and Niklas Sandor support this in two newly-created roles of chief commercial officer and chief marketing officer respectively. Wendschuh will drive customer related activities whilst Sandor will manage the company’s growing brand portfolio, design and marketing.

Adding insights

Grohmann says: “This new structure better equips us to surpass the needs and expectations of our customers. It allows us to continue to lead in both product and service innovation and create experiences and concepts beyond the product itself. In addition, we will increase our activities around key topics such as consumer insight, technology and sustainability, and be able to respond more swiftly to the airline and passenger demands. “It is important that we adapt our organisational framework and structure to continue

our path as an entrepreneurial, be a specialist partner aspiring to agile and flexible airline partner. create the world’s most desirable Having a strong management inflight comfort amenities. Our team means our foundation and ambition continues to focus around framework is solidified, and we can stand-out products, concepts and focus even more on services driven by customer and brand entrepreneurial relationships. As the spirit and customermarket leader we The challenge is to oriented attitude. feel it is important to “Customer have relevant continuously evolve. expectations are concepts not just for increasing and rapidly today but also for evolving and at a Stepping up tomorrow much faster pace The new than previously. The structure challenge is to remain on point and will form the stepping stone have relevant products and concepts for further investment in our not just for today but also for overall human capital and tomorrow. infrastructure.” "We feel very confident we are now He insists the company set up to continuously create bespoke philosophy will remain and stand-out concepts for inflight the same: “Our and beyond.” • vision remains to


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And so to bed There’s now a wealth of products supporting rest and relaxation onboard. Jessica Pook looks at the zzzz list of those that help passengers wind down and drift-off inflight



Milk drink specialist Sleep Well has designed a naturallyenhanced UHT milk drink which supports passenger relaxation. Available in 200ml sip ‘n’ sleep cartons, the drink is made using Jersey milk, natural relaxant valerian, honey and vanilla and has a long shelf life. sleepwellmilk.com



Brandpark’s Comfort Pilot offers a solution to the challenge of sleeping while seated. Comfort Pilot gently supports the head while still allowing passengers the freedom to move from side to side. The product fits around the headrest so as to avoid disturbing the screen behind your seat, and is easily adjustable to fit each individual's head size and seat. comfortpilot.no


Calm, the #1 app for meditation and sleep and is currently onboard American Airlines. Part of the seatback IFE system, Calm offers seven customised meditation episodes, two popular 'sleep stories', and three relaxing nature scene videos. All are designed to help passengers prioritise mental fitness and relaxation inflight. calm.com

WellbeMed has created a chocolate bar designed to encourage sleep onset, using only natural ingredients. The WellbeSLEEP bar contains a mixture of herbs, lemon balm, oats, oat fibre and hops - the latter of which research suggests has a sedative effect. Passengers are advised to have the snack 30 minutes before they want to sleep as the sleep-promoting effects only last for around 60 minutes. wellbemed.com

Snoooze reckons it has come up with a remedy to help combat the lack of sleep associated with travel and jetlag. The natural sleep drink contains a combination of herbs selected to support natural sleep cycles and help passenger wake up feeling refreshed. snoooze.co

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Cruise comforts Well known for airline collaborations, WESSCO also has a long tradition of supplying wellbeing amenities to cruise lines. Julie Baxter discovers more


ndustry monitor, Cruise Market Watch, recently reported the total worldwide ocean cruise capacity for 2018 was 537,000 passengers - 314 ships. The same source reports 26 million passengers were carried in 2018, a 3.3% increase over 2017. That’s big business and a market amenities supplier WESSCO is well at home with. WESSCO has supplied cruise clients for over 35 years and offers them a large portfolio of branded amenities, in-room comfort items, and F&B service ware. The company works closely with each client to support the cruise line’s brand profile, matching products to each programme.

Multiple touchpoints

Jennifer Green, director of sales for North America says: “One of the major benefits cruise operators have is the unique onboard opportunity to engage guests at almost every point of their journey; for example, our products can be found in-room, on-deck, at dinner, and at the pool.”

But there are challenges too, including bespoke solutions. the size of annual orders, urgent Green adds: “As in airlines, deliveries, and spikes in usage. Logistics sustainability is now a major focus are also a key focus as cruise ships for the cruise sector. Every brand is have pre-set itineraries with very tight conscious of its waste output at sea, windows for docking recycling, upcycling, and loading. “It is and reducing common for ships to environmental As in airlines, have containers going impact. Plastic to them at different sustainability is now alternatives and ports once a month, so a major focus for the materials made our logistics capabilities from recycled plastic cruise have to ensure flawless are top of mind. supply chain coordination to make key Moreover, cruise lines are always date,” adds Green. looking for creative ways to cultivate and customise their guests’ experiences.” The difference comes in the project Sustainable choices timelines with cruise lines looking to There are some similarities between fit out a combination of new build the work with cruise lines and airlines launches and current fleets. Green adds: including WESSCO’s strategy of working “We have to take a flexible approach, across a range of budgets and taking an to adjust to the sector’s shifting individual approach in assessing each requirements.” • project's requirements and supplying


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Happy feet No airline crew with sore feet ever gave good service. Julie Baxter explores the science of happy feet


he pressurised cabins of jet aircraft may have been heralded as a great technological advancement for aviation but for those working in this environment it brings challenges for health and wellbeing. Two companies who know are Skypro, based in Portugal, and Sky Soles in Australia, where personal experience and crew insights are helping evolve the solutions. Zac Clarke's career as a commercial pilot inspired his family's footwear business to focus on aviation shoes. Undertaking significant research into how the aviation environment impacts human feet, Sky Soles has used its findings to create bespoke crew footwear.

Gas impact

Clarke says: “Humans perform best at or around sea level, where oxygen saturation is high, but aircraft airspeed and fuel efficiency is best at higher altitudes. That requires the pressurised cabin but as air pressure decreases gases in the body expand, impacting wherever it is trapped in the body – sinuses, abdomen and in the gastrointestinal tract.

Less well known are the effects of inert gases within the blood stream, and this is where the impact on feet begins. Clarke adds: “Significant periods of sitting or standing also causes blood to pool in the feet, causing swelling.

constantly wicks away body moisture. Dehydration thickens the blood and can inhibit regular flow, which can also lead to swollen feet. The sodium in onboard food can also cause water retension.” Skypro, also in this market, uses advanced technology Humans perform best to reduce fatigue, Under pressure absorb energy and at sea level where Cabin pressure can also work oxygen saturation is deliver foot comfort and protection. It against the already high believes correct formidable force weight distribution, special insoles of gravity to keep fluid in the feet that maintain their cushioning, tightly instead of circulating properly. Clarke accurate shoe measurements and good continues: "Add to this the quality raw materials are all essential. fact that passengers and Exhibiting at WTCE, it also focuses on crew are often slightly temperature control, anti-skid/static, dehydrated from their shock absorbing and making shoes journey, forgetting alarm free through airport security. fluid consumption. Both companies are on a mission to Also, the dry cabin create happy feet for airline crew. • air inside the aircraft


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Freshen up From the sweet smelling welcome of a hot towel in First to the practicality of disinfectant wipes, refreshment offers add a caring touchpoint onboard. Jessica Pook discovers what’s cleaning up


These luxurious cotton towels release a fresh fragrance of aloe vera and other popular scents. The amenity item is soaked with well-balanced toiletries formulated in accordance with EU regulation. They are individually packed with a zip fastener on the packaging to allow for reuse throughout the journey. Cotton, as a natural material is biodegradable, and the packaging is recyclable. coolike.de



The individually-packed Hospicare Plus towel from Wet-Nap, cleans and refreshes with an alcohol-free formulation. Suitable for hands, face and small surface, it kills 99.9% of germs. Including chlorhexidine gluconate BP, the anti-bacterial action can help protect crew and passengers health. hospicare.org


These multi-purpose wipes are a one-step cleaner offering defence against bacteria, fungi and viruses. The disposable wipe can be used by passengers as a hand sanitiser or as surface disinfectant. freshorize.com

Currently used onboard airlines such as British Airways, Virgin Atlantic and Emirates, disposable hot and cold towels by Mills Textiles are made from a selection of cotton, polycotton, bamboo, microfiber and non-woven materials, and come individually wrapped. millstextiles.com


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F.S.P. GmbH Flight Service Products GmbH


These sweet-smelling towels are infused with medicinal Bachflower plants used in natural medicine. The cotton aromatic towels come in three applications for active morning, vital day and relaxed evening and are a welcome addition to any amenity kit. coolike.de


This wipe made from rolled bamboo is the first of its kind. The wipe is made from 100% bamboo and is refreshing, bacteriostatic and biodegradable. Passengers will appreciate these soft, strong and large wipes on any flight. coolhands.com

We are the leading producer of traymats and all kinds of paper products designed specifically for use in aviation, rail, cruise and ground transportation industries.

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Olive oil for health The Medʼs most famous product has been recognised for its health benefits. Jo Austin talks to supplier Castello Monte Vibiano to learn more


t’s official: a recent statement by the Food and Drug Administration in the U.S. now allows bottlers of olive oil to say their product improves heart health if consumed instead of animal-based fats. It's what Lorenzo Fasola Bologna, of Castello Monte Vibiano in Umbria, Italy has been telling us for years! Lorenzo sups virgin olive oil daily for

its high levels of oleic acid, which helps reduce his risk of coronary heart disease. And as onboard passengers look for nutritious and healthy options, it’s great olive oil producers can now promote this qualified health claim.

Investing in the future

In uncertain times Lorenzo bravely invested heavily in olive oil and wine production with state-of-the art technology and sophisticated bottling and packaging units. These have enabled Monte Vibiano to remain in the forefront of the market and become the envy of other olive oil and wine producers. Passionate about sustainability, one of Lorenzo’s proudest moments was the launch of his 360 Green Revolution. He says: “Our profound respect for

the environment led us to make and we are leaders in the production radical choices to preserve more than of monodose olive oil, as served in First 700 pristine hectares unblemished. and Business onboard with the likes Everything we do centres on the of American Airlines, British Airways, environment: from Cathay, Saudia, the re-use of bioSingapore and Qatar. mass to the charging “Climate change Profound respect for is altering the system for employees’ electric scooters. After the environment has world of agriculture securing certification radically and we led us to some for zero CO2 have to find new radical choices emissions production solutions to ensure in 2009 we have now become the first the highest quality. Only the finest company in the world to have DNA olives, rigorously harvested after sunset certification of our olives to guarantee produce the most extraordinary oil. the traceability of extra virgin olive oil for Cool evening temperatures permit the end consumer. slower enzymatic degradation, keeping intact the organoleptic characteristics of the harvested olives. The result is a Gold standard celebration of aroma and flavour that “Today our ‘green gold’ is prized by only the best in the world can offer." • Michelin-star chefs across the world


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in it for the long haul

Non-stop madness? George Banks questions whether ultra long haul flights and the quest for speed really is progress

Today’s fast pace sees travellers keen to travel the globe on quicker and quicker flights. Qantas has Perth to London and adds Sydney non- stop this year while Singapore Airlines has Singapore to New York non-stop – in flight for 18 hours. It is all presented as progress but beyond the novelty, is this speed really so essential when it is actually the time differences between destinations which really effect the body most, not the flying time? Even Concorde, for all its prestige and high fares, only made money on a few routes. So why this focus on beating the clock? Many Mumbai-Bangkok-Manila-Tokyo in the 1960s, business travellers, travel website and social while BOAC’s Boeing 747s in the 1970s flew media posts suggest more often than not a Sydney-Darwin-Hong travellers rather enjoy Kong-Delhi–Tehrantheir time in a premium Beirut-Frankfurt-London seat, catching up on routing. sleep, watching a film Disembarkation in Flights took longer but and enjoying a meal. transit allows time to seat pitch was good and And even in Economy stretch and breathe fresh catering was generous. many see the flight as air, which is arguably Meals were uplifted part of their holiday. better for all fresh from some of the best hotels in the world, Costs focus with no fear of ‘blast chilling’. Passengers What changed? Well I fear it’s all about cost. were often served in the airport restaurant Non-stop flights offer lower during transit. operational costs, with reduced fuel, fewer cabin crew, less catering and savings on landing Slow travel fees. Crew were rested and as a result, were patient and charming. Some airlines even Rights to pick up and drop stopped en route, with passengers and crew passengers or cargo on route all staying in the same hotel. Disembarkation have now been traded for in transit allows time to stretch and breathe more slots or non-stop ‘over fresh air, which is arguably better for all. flight’ rights so few flights stop Speed is not everything. And the fact that more than once. In the past the shorter range of aircraft Singapore Airlines is installing space in the meant more stops. Swissair, cabin for two bodies to be stowed in the for example, operated event of anyone dying onboard during the Geneva–Cairo-Karachilong flight may be a cautious warning! •


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orn a domestic low-cost carrier in Western Canada, Westjet now operates over 700 flights a day across the Americas and the Atlantic, and has a new coming-of-age growth strategy designed to reposition it as a global network carrier. To make that happen it has segmented its business, launching the ultra-low cost airline Swoop last year and upgrading its narrow-body Premium cabin to create a highly-competitive business travel offer earlier this year. This month (April) it launches its first ever Business cabin on new 787s – operating initially into Europe. These will compete head-on with other Business products in a highlycompetitive market. The team has had to move fast. From the onboard product perspective, it had just a year to reimagine, reinvent, source and implement what is effectively a completely new offer, working with more than 20 suppliers and kitchens, and six specific tableware and amenities suppliers.

Cabin lighting to reflect Canada's Northern Lights

Intensive collaborations

Westjet is breaking the mould, working with suppliers in a design hackathon to reinvent itself. Julie Baxter explores just how this unique collaboration is working

WestJet vp guest experience, Louis Saint-Cyr, explains: “Essentially, we’re launching a whole new airline with a three cabin, premium operation whilst also overhauling our narrow-body offer. You could liken this to carrying out open-heart surgery on a marathon runner whilst the marathon is underway! So far, we haven’t lost the patient and we’re looking good.” To meet the deadlines, the team threw away the usual procurement processes and took its cue from digital innovators, hosting a design consortium in Calgary that brought together five suppliers, some who were actually competitors, for one week of focused product development; challenging them to collaborate in a unique, innovative hackathon-style design week. At the table was Clip for Business tableware; Galileo Watermark for Premium and Economy tableware; Sola for cutlery; Global C for amenities and soft furnishings, and Formia for amenity kits. The interiors were designed by Priestman Goode. Simon Soni, director of catering, says: “Because


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of the time constraints we needed out of the box thinking. We brought together the best suppliers to spark off each other. It was a different way of working. They came with their creative teams, their designers, innovators, and logistics staff – not their sales team. And we asked them to roll up their sleeves, work 12-14 hour days turning around 3D prototypes, samples or AR imaginings of concepts overnight for refining the next day. It was a very cool, intense process.” There was a clear set of parameters established before they began and a clear vision to create a cabin brand that drew on the heritage of Canada – its landscapes, multicultural mix and First Nations roots. Soni adds: “We set up a full day’s briefing session with WestJet leaders to give an overview of our mission, target markets and competitive landscapes, the design principles and work we’d done locally on F&B style, philosophy and sustainability targets. It was clearly a challenging approach as natural competitors were asked to work together but they all stepped up and worked well together so that at the end of the week we had 80% of the development completed.” The new brand colours draw on the Canadian landscape: soothing Alpine lake-blue in Economy; aurora-inspired shades in Premium; and rich earth tones inspired by Canadian summers in Business. The goal was to bring the airline’s Spirit of Canada slogan alive onboard with an authentic feel, and detailing that tells the nation's story. Saint Cyr says: “Canada isn’t just about covering the world in maple syrup, it is a much more diverse and interesting nation than that and the new branding reflects that. The goal is for passengers to feel they are in Canada from the moment they step aboard.” Soni highlights the deep blue of the tableware bowls inspired

Serviceware in s by the iconic la pired ndscapes of Canada


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Premium look and feel

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by geological structures and Canada’s Great Lakes; the Sola cutlery with a granite effect finish reflecting the solidity of the iconic Rockies or glaciers; the cruites shaped like mountains or a iceberg clusters, and stitching detail which draws on First Nation traditional designs. LED lighting will allow passengers to fall asleep under the northern lights and wake to a Canadian sunrise, with an evocative Canadian soundtrack of loons calling. In its low-cost guise, Westjet previously had a minimal catering team. Now a new team is in place. It's drawing on street food and food truck trends in Economy; presenting the style and service of a favourite, trendy neighbourhood restaurant in Premium; and developing fine, up scale dining in Business. Gate Gourmet and Optimum Solutions are the lead catering partners in Canada but LSG Group and North American partners and others are also supporting new menus with a strong focus on local provenance. The menus include signature dishes from acclaimed First Nation chefs such as Chef Bill Alexander from the Tsuu T’ina Nation, and beverages include Canadian wines and craft beer. Exciting onboard pop-up tastings are also planned. Behind it all has been a great deal of restructuring and disciplined budget planning to ensure strong structural foundations and a sustainable future for the new offerings. Onboard crews have undergone the airline’s biggest training programme with new manuals and support set-ups, plus 10 days of service, hospitality and leadership training in collaboration with the Southern Alberta Institute of Technology. Saint-Cyr concludes: ”We have shaken up and rethought the way we work in every area, including procurement, and that is at the heart of the transformation. At every level we have set the bar high. But remember this is just the beginning.” •

ola joined Globa−C and S kathon the design hac


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Designer style Travel Designer's team is drawing on its experience across high-end cosmetics and perfume houses to forge new innovations onboard. Julie Baxter looks closer


menity kits specialist Travel Designer has its roots in the perfume, cosmetics and oral hygiene sectors. It is a division of the Albéa Group, leaders in primary packaging for these sectors, but for the past 14 years has been building its reputation as a brand within the airline sector too. This year alone it added four new airline collections to its portfolio with launches for MEA and Thai Airways and on-going collaborations for Air France and KLM. Key to its operation is its in-house Studio 360 with a long tradition of working on promotional activities, bags, boxes and accessories for prestigious houses such as Lancôme, Thierry Mugler, Azzaro and others.

Inspired solutions

The Studio 360 designers take inspiration from the latest fashion and lifestyle trends to create madeto-measure solutions that reflect an airline’s DNA. They study the airline’s brand identity and history closely before starting and Corinne Brand, vp airlines activity at Albéa, says: “Our mission is to

to reflect the airline as a brand, not as make travel a unique experience – we a carrier, matching its brand DNA with believe every detail matters.” that of a skincare or fashion partner.” With 15,000 people in its parent The company offers a full amenities group working for large and small management customers in 60 programme, countries across the managing complex world, Travel Designer Today, with the era projects, coordinating also facilitates a of “me, me, me”, it is the supply chain, wide range of brand manufacturing and collaborations, all about the story focused primarily and about giving the assembling kits and comfort products on authentic brands passenger a gift. as well as managing which can enhance the logistics and quality control checks. user experience. Brand adds: “We are committed Maxime Ridoux, brand partnership to sustainability too by supporting manager, adds: “We are not just looking assisted employment centres for kitting, for a brand name but rather a true using eco-friendly, recycled and Global customer experience, offering the Organic Textile Standard materials passenger the chance to and building a network of reliable and try and enjoy a brand they audited partners. In some Air France haven’t come across before kits, for example, toothbrush, comb and but can then go on to buy shoehorn are made from corn starch." • in the retail market. We aim


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Indisposable disposables As sustainability moves up the agenda, disposables are getting a bad press. Jo Austin asks are their days numbered for inflight service?


onboard service model, weight impact on carbon isposable tableware footprint, available space, legislation, supply is affordable and chain setup and the need for flexibility. convenient. It can be “Short-haul operations mostly don’t include made in a wide range washing facilities and here the trend continues of colours, shapes and sizes and is to be towards disposable packaging and service lightweight. Sounds perfect for the ware. Also for buy-on-board meals, disposables onboard airline catering industry, right? are used as most often they cannot return to the So what’s the problem? caterer who pre-packed the food.” The answer is nothing – while it is in use, that is. The issue occurs once these products have reached the end of their life. Plastic Many shades of green items have come in for particular criticism, LSG Group’s inflight equipment subsidiary, in part due to their impact SPIRIANT, supplies both rotable on ocean eco-systems, as and disposable items to airlines. highlighted by the BBC's hit For charter flights, disposable show Blue Planet II. But as is always the first choice, but Disposables are consumer awareness shifts the business has developed light, and less towards green options, what a portfolio of sustainable are airlines to do? weight means less products. “Reusable, recycling and compostable solutions are Belgium-based deSter CO2 emissions (now part of gategroup) one way to make an impact and was probably the ‘founder’ we are also increasingly looking of tableware for the hospitality industry, into waste and recycling management with established in 1936. Global director product our suppliers”, says Vladislav Voron, product development Philippe De Naeyer says: “The manager leisure & smart solutions. bottom line is that disposables are light, and less One big issue, says WK Thomas sales director weight means less CO2 emissions. Des Thurgood, is that a lot of disposables, particularly plastics, are demonised by the term “However, rotables are still commonly used for long-haul flights due to the fact that washing ‘single use’. “This is inaccurate in a lot of cases as facilities are available in the catering stations. In many disposables, including plastics, have a high some cases we see a shift from disposables to degree of recycled content. rotable; some airlines keep steel cutlery in the “The fact that many disposables do not need to main cabin due to the zero-plastic perception. be washed and can be compostable, means the [green] argument is more complex than many “Key factors that influence this decision are the onboardhospitality.com

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want to admit. Disposable packaging protects hygiene standards and can prolong the life of food within the supply chain as well." Similarly, Jane Bernier-Tran, vp global sales and marketing at RMT Global Partners, says the low cost and efficiency of disposables means they are likely to remain an integral part of inflight service. In France, from January 2020, a new law will require all disposable tableware to be made from 50% biologically-sourced materials that can be composted. But there is debate within scientific and manufacturing sectors worldwide as to whether the energy required to produce environmentally friendly plastics is greener than the alternatives.

Cost is king

Kaelis Group is looking for eco-friendly materials to comply with new regulations but acknowledges that price is a challenge for the airline industry. Chief executive Federico Heitz says: “Disposable products could continue to work if made 100% of one material which can be recycled. Meanwhile, we are looking at compostable solutions but they are still more expensive. In a move to reduce the CO2 footprint we have designed a stackable food container that reduces transport costs simply by needing less space.“

It's a balancing act

Global-C is in this space too. Director Wayne Costigan insists disposables are here to stay, though the emphasis is now on considering how products are handled after use. “We have designed ‘environmentally-friendlier’ solutions to satisfy a range of end-of-life scenarios,” he says. “That means PET recycling systems in Europe; compostable cutlery packs, dishes and paper cups that will disappear over shorter periods; and polymer coatings for paperboard that can be recycled, composted or incinerated.” Seattle-based Global Inflight Products (GIP) has been supplying onboard products for over 20 years. Chief executive Lisa Benzaoui says market trends in disposables is a balancing act between environmental concerns and cost, while customers are still demanding durable, versatile products that enhance the brand image. The issue is impacting across the table setting with a greater demand for pocket-fold napkins: “As the trend to eliminate plastic bags gains momentum, pocket-fold napkins with cutlery are a great way to present passengers with an elegant yet affordable solution. These products can be made using biodegradable, recyclable, and compostable materials, “ says Benzaoui.

Above L-R: RMT's bioplastic straws from renewable biomass and eco-conscious options from Kaelis. Below: Boxed solutions from Global-C


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Styles and trends

Above: Global Inflight Products balancing the environment and costs Below: Spiriant's eco ideas

Quality and style are key. Costigan says: “We have seen growing demand for items that exude quality and style rather than looking flimsy and cheap. We have also seen an increase in layering of food in inflight meal service, especially salads and desserts. Transparent dishes that are taller than standard are best and we are working on several disposable and rotable programmes where layered food will feature. "DIY snacks, which require the consumer to assemble the offering are also gathering popularity. The packaging keeps components fresh, allows for personal customisation and adds some fun to the experience.” RMT’s UK-based Roland Standaert has noticed a trend for airlines only to hand out items such as straws or cups on request. “Some airlines are trialling onboard separation of disposables by crew after service. For instance, the separate collection of PET cups for easy recycling. "We are also seeing suppliers marketing closedloop, or cradle-to-grave supply chains where they offer customers the disposable items as well as the means to recycle after use. This approach requires a higher level of investment and service integration than some airlines may want to commit to. It may also limit an airline’s ability to make changes to its supply chain in line with fluctuations in demand.” The shift towards recyclables is also affecting design trends, says deSter’s Vanderheyden. While five years ago bio-based or recycled disposables were trying to copy the look of fossil fuel plastics,

there is now a growing demand for natural colours and textures which reinforce the ‘ecoʼ aesthetic of materials. “The look and feel should in a way make it clear to everyone that the items are from a sustainable resource or fit in a circular system,” he says.

Reusable vs recyclable

Thurgood, meanwhile, is confident there will be a movement towards reuseable products over the next five years, whether this be packaging that can be recycled or packaging designed to be reused by the consumer, such as drinking cups. “The use of rPET in food packaging will undoubtedly grow as it can be reused for up to seven cycles and a relatively good infrastructure for waste collection already exists. In the case of reuseables this will continue to grow where it is easy for consumers to use. For example, our exclusive POKITO cup can be reused literally thousands of times and can easily fit inside a pocket,” he says. Heitz, however, sees further challenges: “Many players in the market are offering products made of recycled paper. This is not the most ecofriendly solution, as it requires a plastic coating in order to be in contact with food and once this coating is applied, the recycling becomes complex as separating the paper from the plastic is expensive.”

Looking good


T n

Branded disposables are a growing trend. Advances in printing technology and the use of solvent-free water-based inks mean that board products can be made in all sorts of



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The Mercury Award Flex-e-Bag Waste System finishes that add a look of luxury and style. “The key is to deliver quality, yet elegant products with the ability to be customised with an airline logo and colour palette,” says Benzaoui. “Paper cups for hot beverages provide an excellent alternative to styrofoam cups and our indestructible PET cups achieve superior clarity and are about 30% less expensive than breakable PS injection cups. Airlines can have their logo embossed to reinforce their brand – which is impossible to do on injection plastic cups. View on disposable drinking cups are divided. As multiple cold drinks are served on long-haul flights, reusable glasses which have to be washed are impractical and take up a lot of space. "Disposable glasses can be collected separately and recycled or composted. For hot drinks we are seeing a shift from rotable to disposable,” explains Vanderheyden. “The rotable cup that comes with the meal tray is being replaced by a disposable cup served during the separate coffee service after the meal. "We are doing considerable research into high stackable, environmentally friendly cups and smart waste collection systems”.

Serving Airlines and Distributors for the past 15 Years

From Flex-e-Drawer and Flex-e-Friends HAPPY BIRTHDAY!

Green future

While the idea of environmentally-friendly disposables seems a contradiction in terms, clearly suppliers are developing more and more products from sustainable ingredients. As Benzaoui says: “The airline industry will still need and use disposables onboard. The transition to 100% eco-friendly products will be gradual”. •

Above: LATAM's award-winning Economy dining plate by deSter

Visit our stand 3C45 Beside the Taste of Travel



17 13:00

19 14:01

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Innovating with textiles M

ills Textiles is leading the way in eco and innovative textiles with two exciting new products for 2019. Watch out for its eco sustainable hot towel packs and a supersoft, cotton-like, non-woven fabric for economy pillowcases and headrest covers.

Eco, sustainable & biodegradable...

Mills Textiles has developed a range of hot towel packs that can be tailored to the individual sustainability requirements of each customer. Components of the packs can include bamboo or cotton woven towels, 60% and 100% degradable trays, card boxes, bamboo serving tongs and eco wrapping films. Hot towel packs are price-sensitive commodities so this 'mix & match' option for packs allows customers to tailor their specification and sustainability requirements within individual budgets.

Supersoft, cotton-like, non-woven fabrics...

Working closely with a supply partner and a university in southern China, Mills Textiles has been developing an innovative, supersoft non-woven fabric set to raise the bar as far superior to the

SBPP non-woven fabric currently used extensively for many airline economy class pillow covers and headrest covers. The fibres in this fabric are +50% finer than standard SBPP allowing a more even distribution across the fabric for a less patchy and more fluffy finish. The major benefit is a more 'natural' feeling fabric and enhanced customer experience - increasing the passenger perception of how the airline cares for them. All this can be achieved at cost neutrality with current SBPP. The softer, finer fabric is unsuitable for standard converting machinery so there has been significant investment in leading tech machinery which also gives the supersoft fabric stronger and softer sealed seams than standard SBPP fabric. The seams can also be patterned to create a woven fabric effect with perceived exquisite workmanship - something very new for an economy non-woven fabric.

Partnering forwards....

Along with partners, InflightDirect, Mills Textiles will be showing a large portfolio of exciting and cost-effective cabin products at WTCE Hamburg. These include textiles, headsets, amenity kits and sleep products. Please visit the Mills Textiles InflightDirect booth 1A95 to find out more. millstextiles.com •

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CHOOSE COLLABORATION. JOIN US TO MAKE A DIFFERENCE Monty’s Bakehouse is partnering with Onboard Hospitality to hold a series of thought-provoking roundtables on the industry’s hot topics. Matt Crane, ceo, invites you to get involved


ollaboration or competition – which is better for solving the pressing issues of our time? When we opened our Innovation Centre last year, we had already carefully researched which path we wanted to follow. We knew we wanted to move beyond a focus on our own products, packaging, technology and supply chain models, and instead seek to be bolder and work with other airline suppliers and competitors to really understand the challenges our industry faces. We have chosen collaboration. Our intention is to open the Innovation Centre up to others and to collaborate. Now the only question is... is this viable? Can those within a highly-competitive supplier base come together and apply valuable resources to generate and share new ideas. Ideas that could, for example, reduce the environmental

impact of food supply to the global airline marketplace, perhaps even consolidating around one secure supply chain (no - it doesn’t have to be ours) instead of trucks from many suppliers all delivering to the same catering units?

The human dimension

All of us as human beings know that climate change, environmental degradation and sustainability are the greatest challenges we face in the coming decades. As business leaders we owe it to future generations to apply our resources collectively, not to act through soundbite or use, for example, sustainability for competitive advantage but to collaborate instead and share innovation for the greater benefit.

It’s only through harmonisation and a forward-thinking model, that businesses can move away from a ‘wait for legislation’ approach and shift towards a ‘lead and influence’ model. We are beginning to take strides in this approach and are excited to encourage collaborative debate in our Innovation Centre, where we invite suppliers, caterers and airlines alike, to discuss and build solutions that can help protect our planet and airline industry for future generations Our door is open, and we are looking forward to a collaborative future, sharing ideas and updating the industry through these roundtables. If this article has you thinking – get in touch. Be part of it. ideas@montysbakehouse.co.uk •


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Virgin heading Stateside The energy and enthusiasm of the Sir Richardʼs rail brand is making its presence felt in the U.S. Roger Williams discovers how


lorida’s high-speed railway ‘Brightline’, the nation’s only privately-owned scheduled train service, has announced a strategic partnership with Sir Richard Branson’s Virgin Group and will become Virgin Trains USA. The move is a significant one. Branson has already revolutionised the UK’s intercity railways and transatlantic air travel and noted: “Brightline is at the forefront of innovation in this market and the ideal partner for Virgin to work with to alter perceptions and travelling habits across the U.S.”

Style leader

Onboard Brightline’s Florida trains, customers already enjoy many of the services synonymous with Virgin’s style. There are plenty of positive, helpful staff and in Select class customers are offered complimentary coffee, snacks, breakfast pastries or cheese, crackers and cold meats. A full bar service, with local beers such as Jai Alai IPA, is also available, and the trains feature unique restrooms and small grab handles on the seats to aid accessibility.

USA could benefit from substantial opportunities on the West Coast and in other regions, while also hoping to link rail customers with all the other Virgin Group branded services. Prior to the Virgin deal Brightline Going West has also bought into Initially, the Florida XpressWest, a highservices from Miami speed rail venture to Fort Lauderdale Branson has already aiming to run between and West Palm Beach revolutionised Southern California will extend to take and Las Vegas in the huge Orlando the UK's intercity beginning in 2022. If and Tampa markets, railways that was able to extend allowing literally all the way to Los Angeles, Virgin could millions of visitors to Disney and be sitting on a gold mine. Either way, Universal to arrive in resort by train. there is real potential with the Las Vegas While this is a logical expansion for a route, which similar to Orlando attracts single state rail operator, it is the rest of huge numbers of visitors. Whether that’s the U.S. that Branson will no doubt have a good bet for Branson or just a wild his eye on. throw of the dice remains to be seen! • And that is because Virgin Rail

Brightline’s management team is being retained, so the excellent delivery of the current onboard service standards should continue.


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Professional wash-up systems for Inflight Catering

Cleaned for take-off Fly on the wings of perfection in terms of cleanliness, hygiene and safety: MEIKO Inflight Catering warewashing systems. Security and safety are the most important values an airline can offer today. A great number of checks are required before the captain and cabin crew of an aircraft are finally able to welcome the first passenger on board. This includes, making certain that travellers will receive a clean and hygienic service. With our warewashing systems for Inflight catering, we at MEIKO stand for a clean and perfect start. Whether you are city-hopping or launching for a long haul flight, MEIKO’s professional warewashing systems are guaranteed to reach the recommended level in purity, hygiene and cleanliness without comprise. This is the reason why you can find our technology everywhere around the globe where reliability, safety and efficiency count – from small business airports to large international traffic hubs. Discover the versatility of our tailor-made warewashing systems. Find out what we at MEIKO call the clean solution.


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Deconstructed Economy can change onboard hospitality dramatically Keith Yates, executive chairman at YATES and Partners, believes design and disruption are the order of the day


believe deconstructed Economy is truly the most important change in the onboard service since passenger aircraft first flew. To date, one Middle Eastern carrier has completed trials and launched on four European routes the new deconstructed dining concept we’ve been pioneering with them. It has achieved massive approval. We also have one carrier in the U.S. which is still trialling this change. In Economy the crew mindset does not currently allow for hospitality. It is simply a matter of ‘get the meal and mid-flight snack out, then sort out the pre-arrival meal’. If we are to help that mindset move to a better place we have to disrupt the whole task-driven process. Design-led thinking has taken us to an easier process for crews and a much more satisfying experience for customers. We have taken out the tray

and removed the 21 bits and pieces that traditionally make up that tray. Once you remove the tray you can see the way much more clearly. Our ‘deconstructed experience’ separates the dishes, employing an oversized main dish and a hand delivered dessert. No trays means no bending for crew – and let’s cheer for that! No trays also means it is easy to offer a choice of appetiser in Economy. No trays also means faster clearing. This year my team and I will be looking at disrupting the Economy customer experience further and we’re also working on innovations that add luxury to Business class. Our current Business 2020 project sees us putting together a luxury

experience that will be the state-of-art Business class by 2020. It includes total disruption and innovation around the entire journey including the aperitif and arrival experience, broader dineon-demand, galley initiatives, advanced menu structures, brand service, and hospitality that delivers a luxury experience. Having helped six airlines gain five-star status and reinvented the guest experience of numerous top hotels we believe we are well placed to reimagine the future. We will be revealing Business 2020 at WTCE in Hamburg, and offering a chance to experience elements of it first hand. Onboard Hospitality readers secure an invitation by emailing alessandra@yatesandpartners.com •


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On-board Hydration Visit us on

stand 3C30 at WTCE

Pure spring water 250ml tetra pak cartons Innovative prismatic shaped cartons specifically designed for travel trolleys Environmentally conscious packaging Plastic straw free






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Zero Waste to Landfill

T: 01547 530220 W: www.radnorhills.co.uk

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MINISTRO, OFFICIALLY THE WORLD’S BEST AIRLINE FLASK Designed in London, crafted in Shanghai, enjoyed worldwide. Banish the cold cuppa for good.


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How to...

invigorate your brand John Horsfall is well known as a quality textiles supplier to airlines. Now it's refreshing its brand and adding new partnerships. Julie Baxter discovers more Identify your strengths

John Horsfall is a familiar name in the onboard sector with an impressive client list but is now headed to a new era of growth with a rebrand to refresh and reinvigorate the brand and reflect its forward thinking, ambitious plans for the future.

Build on the reputation

Ellie Parkes, business development manager, explains: “The rebrand simply consolidates the company story and values. Airlines want every passenger’s experience to be extraordinary and that means constantly striving to make wonderfully touchable fabrics and beautifully practical products that relax, reassure and delight. We just need our branding to reflect that we have been doing just that for years.”

within the sector and have ambitions to become recognised widely as a global brand.

Forge partnerships

Highlight your values

The rebrand aims to reflect the company’s creative thinking and expertise and the team's obsession with detail. It is built around the slogan: ‘Creativity in Flight’. Parkes says: “That phrase perfectly captures our sentiment.”

Think big, look ahead

Comprised of a team of textile experts creating inflight solutions to constantly elevate the aviation experience, the brand puts its core focus on ensuring passengers feel at home every time they travel. They see a huge potential for growth

Fact file An exclusive new collaboration with the Victoria & Albert Museum offers airlines access to one of the world's largest design resources The company is building its

offer for Premium Economy cabins where textiles can add real value Building long term commercially sustainable relationships is at the core of the brand's strategy going forward

As well as attracting customers, the company hopes its new look will also help it engage with more brand partners, Parkes says: “We understand the power and value of collaboration, and are excited by our recent tie up with the V&A with which we have a natural affinity.”

Add value

The team is particularly keen to enhance its Premium Economy offering. Parkes says: “We’re proud to supply product in several of the highest Skytrax rated PEY cabins and understand how design and innovation in this area can transform experiences and create added value for our airline clients.” •


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Eco cups As passengers become ever more environmentally-aware, Jessica Pook looks around for disposable cups with a conscience WK THOMAS

New from WK Thomas and with the look and feel of a conventional paper cup, the Bamboo cup is made of sustainable natural pulp fibre created from fast-growing bamboo grass. It requires no fertiliser and self-regenerates from its own roots. It is also lighter than material used in conventional paper cups and said to be stronger as a result of the bamboo fibre. wkthomas.com





This 100% biodegradable coffee cup comes with a trolley compatible waste collection solution, enabling efficient waste treatment during and after service. The cup can be recycled and will also biodegrade without special waste treatment facilities. gategroup.com

This coffee cup is 100% treefree, 100% recyclable and 100% home compostable. Element's formula allows cups to be naturally broken down unlike other compostable cups which need to go into an industrial composting facility. myelement.co.uk


ButterflyCup’s design eliminates the need for plastic lids and straws as beverages can be sipped from the sides while remaining sealed. Using a new ‘ISLA’ paperboard, the cup can be fully recycled. The packaging is made from bio-based material, is 100% compostable and biodegradable. butterflycup.com

The Linstol Super Cup stacks to a smaller storage footprint than most disposables. It features an eco-friendly recyclable 'Earth Coating' interior which overcomes traditional recycling issues. linstol.com

The GIP sustainable hot cups are made from paper (single and double wall), while the 'Green Is Possible' cold cups have the same durability as plastic but are made from renewable corn and sugar cane fibres. gipusa.com


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WE SET THE BENCHMARK FOR OUR COMPETITORS TO ASPIRE TO As Malton Inflight celebrates its 30th anniversary, Gordon Oakley, founder and ceo, tells us how it all began, his unique management style, and plans for the future


hen I left school I had no idea what I wanted to do for a living, but after trying several jobs, including sandwich maker, ice cream seller, kitchen porter and heating and ventilation fitter’s mate, I blagged my way into a job sourcing spares for British Caledonian. I later became a buyer for catering and cabin equipment. I learned how to persuade suppliers to react quickly, and I thrived under the pressure. Working in those frantic but magical days alongside many experienced, dedicated and talented people gave me a passion for what we do today, innovating and helping to solve problems for Malton customers. Initially, Malton's strengths were in sourcing products such as hot towels, amenity kits and fun packs, and in 1993,

it was one of the first airline specialist companies to open a dedicated sourcing and inspection office in China. My hope is that over the next 30 years we will continue to grow. Providing employment and exciting career opportunities to more people around the world will, in turn, bring new energy into the business and smarter ideas.

Building on success

We’ve already won the Mercury Award for Innovation and Quality five times, which, to my knowledge, is more than any other company. We’ve been recognised for an interactive children’s fun-pack, a combined liquid hand-soap and air freshener, and for our trash compactor

box, as well as for our chinaware made from seashells and for our Ministro tea/ coffee/soup flask. Our successes to date reflect the magnificent hard work, input and expertise of our team. In return, Malton is committed to providing the best training it can, and encourages diversity and equal opportunity. Every morning we have a short stand-up meeting, where each person in the office shares their priorities for the day. I’m very proud too that Malton has one of the highest Corporate Social Responsibility ratings of any company in Asia, and we're focused on finding 'greener' products. We’ll continue to improve and always aim to set a high benchmark for our competitors to aspire to. •


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Rail rivalries

As competition hots up between rail operators across Europe, Roger Williams checks out who scored best in a recent survey testing some of the continentʼs biggest operators


cross Europe, train travel is growing at an astonishing rate. Sales are driven by social media advertising, TV coverage, ticket booking websites and apps, but whilst there is a range of ‘comparison’ websites for hotels, restaurants, airlines and travel insurance the same doesn’t really apply to rail. Perhaps because railways have traditionally had a monopoly on their particular route, they haven’t truly competed with each other. Instead they compete with air and road transport in their own geographical areas.

Competition heats up

However, the advent of ‘open access’ across the European rail network has meant more and more train companies are now competing for the first time. And in a new approach to benchmarking rail, Loco2 (the low carbon travel website) in partnership with German publisher Hidden Europe, have commissioned a survey to do just that. The Great Train Comparison survey concentrates on high-speed, long distance trains with journeys of at least 400km. It covered 16 European train companies over a four-week period – including Alleo, CD, Cross Country, DB, Eurostar, GWR, Italo, Lyria, OBB, SBB, Renfe, SNCF, Thalys, Trenitalia, Virgin EC (now LNER) and Virgin WC.

Combining a 100-point survey and personal travel experiences, each company was investigated against the expectations of 12 different passenger types. Independent experts then analysed results across 12 quality categories.

The results

Swiss Railways (SBB CFF FFS), synonymous with great timekeeping and quality service, came out on top. It was voted best for families with kids, disabled passengers, cyclists and wintersports fans and scored highly with foodies, environmentalists and couples. In joint second, were Deutsche Bahn and OBB (Austrian Railways), excelling in services for backpackers, passengers requiring quiet areas onboard and in the eyes of environmentalists. For full results see: https://loco2.com/ en-gb/blog/great-train-comparison_report

Onboard food

The big surprise was Czech Railways (CD) which was top for foodies, beating some of the biggest European railway caterers. The evaluation included feedback from food blogger Michelle Minnaar of Greedy Gourmet, who said: “It’s hard to beat the meals served in Czech Railway’s restaurant cars.” She also


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praised the restaurants on the Swiss and German Railways stating “the food on offer bursts with regional flavours”. Minnaar added: “It’s good to note that many more operators are prioritising organic and locally sourced food. Thalys, Alleo, Trenitallia, SNCF and Eurostar among them”. Loco2’s report stated: “The Czech national operator scored for consistently high standards of meals available at fair prices, and dishes including hearty salads, a range of schnitzels and a fabulous selection of wines and beers.” Caterered by JLV, CD’s catering partner based in Prague, the restaurant car menus are created by Miroslav Kubec, president of the Association of Chefs and Pastry Chefs in the Czech Republic. His team has also won international competitions such as the FHA Culinary Challenge in Singapore.

Future improvements

It’s refreshing to see a new approach to assessing customer services in rail. This initial European rating demonstrates how rail is pushing hard to improve its offerings across a range of traveller categories but shows there is still work to be done. On catering, there was one note of warning from Minnaar, who said: “Although the vegan movement is growing, support for such eaters is still lacking. It’s encouraging to see though that even if there is only one item on the menu that these customers are at least being considered.” Elsewhere in the report, food was also mentioned in the environmental section won by DB. Environmentalist Georgina Wilson-Powell, recognised “opportunities to buy organic, Fairtrade and locally-sourced food at railway stations and on trains” but there was still a concern that “there needs to be more communication to consumers on the various environmental policies of each train operator” … and that “UK rail companies have got a long way to go in terms of ensuring that high-quality food is always available.” She added that there is “still some way to go when it comes to recycling. These days no-one should continue to rely on plastic packaging”. I’m sure we would all echo that! • onboardhospitality.com

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Egg-cellent taste

... natu natural al ing ingredients.

Visit us: 2 – 4 April 2019

Hall A1, Stand No. 1D45

Gut Springenheide GmbH • Weiner 152 • 48607 Ochtrup • Germany Tel. +49 (0) 25 53/10 22 • Fax fax 10 25 • E-Mail: info@gutspringenheide.de

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How to...

Fast track innovation In the first project of its kind, DB and Siemens Mobility have teamed up to run an ‘Ideas Train’ to pioneer innovation, Roger Williams learns more Create a platform

The Idea Train concept is designed to provide a unique platform where future passenger service ideas for rail can be discussed, developed and showcased by suppliers. Different designs can be trialled in a real train environment, reducing expensive post-implementation redesigns and amendments.

Call for innovations

The complete railway supply chain is encouraged to participate and identify innovations they would like to try out. Dr Sabina Jeschke, chairman of DB Regio, says: “With the Ideas Train we are making a substantial contribution in the research and development of the future of passenger transport.”

can create a poor-quality experience on long journeys, so this innovation reduces noise from external aerodynamics, air conditioning, and suspension bogies to allow passengers to relax and sleep.

Future proof

Jeschke continues: “Customer needs are undergoing a dramatic change, and at an increasingly rapid pace. The Ideas Train gives us, and our partners, the chance to develop and test technologies for a better, integrated passenger experience. We will also use MindSphere, the cloud-based open internet-of-things operating system, from Siemens.”

Trial ideas

The Ideas Train already features the prototype of an ‘Active Noise Cancelling’ system, developed with Israeli company Silentum – in what’s being called the ‘power napping’ module. Ambient noise on trains

Play with space

Fact file Noisecancelling systems trialled help maintain traveller health and wellbeing and cut stress The 'My Cabin' seat is trialling innovations for Business travellers

Siemens’ Mind Sphere allows smart seating to be customised with preferences that can be saved and applied on the next journey. It will even save the point in the film where the passenger left off

The Ideas Train also features 'My Cabin', a premium seat aimed at business customers. It features a window that can be frosted for privacy, a large screen that can be connected to a laptop, and an ergonomic, adjustable chair.

Sit pretty

A new smart seat, built with Polishbased TAPS, offers digital services including ticket purchase and check-in through an integrated touchscreen. Passengers can also order food and beverages, choose music and films and personalise their seat position. •


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“In life, it’s not where you go, it’s who you travel with.” Charles M Schulz

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Come and see us at WTCE Hamburg 2nd - 4th April 2019 | Stand No. 1G80


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Winter sales

As the winter cycle of buy-on-board offerings notches up some notable successes Nik Loukas looks at innovations in the retail space


ith competition from airport retailers fierce, airlines are trying harder than ever to increase passenger spend by creating buy-on-board menus that reflect the latest food trends. Whether that means aligning with well-known brands or showcasing up-and-coming partners, the planning and launch of the latest winter cycle of buy-on-board programmes shows increasing variety and imagination as airlines bring some interesting new products onboard. Air Canada, for example, has been collaborating with Freshii, the healthy restaurant brand that serves fresh food designed to energise people. The brand was founded in 2005 and now has hundreds of restaurants in cities across the globe. Air Canada passengers can indulge in an Avocado smash box,

which retails for CAD$7.95 or sample the Pangoa bowl that includes brown rice, chicken, guacamole, black beans, corn, cheddar, salsa fresca, and BBQ sauce for CAD$13.50. The collaboration follows in the footsteps of Delta, which teamed up with Luvo back in 2016 to offer healthier options inflight. This collaboration has expanded to include complimentary Luvo offerings on trans-continental services across the USA. Most of the Luvo food offerings are less than 500 calories per serving and, according to the Diet Detective, the airline scored a 3.7 out of five for its inflight food offerings for 2018 – just behind Alaska Airlines which scored 4.25. It dropped points by taking the menu items and nutrient information off its website.

all in order

Alaska Airlines has inherited some of Virgin America’s healthy habits with its winter ‘Welcome to the Fresh Coast’ onboard meal programme, now with preordering. Passengers can order up to 12 hours prior to their flight via the airline’s app, and pay onboard. The latest offerings include a Fall Harvest Salad with Maplemiso roasted sweet potatoes, quinoa, feta, chicken and avocado coconut curry dressing for $9.50 and its famous protein breakfast platters. onboardhospitality.com

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The drive to win passenger spend is bringing innovative products onboard

From left: Ryanair has introduced a low-calorie ‘Clean Deal’ with Fulfil protein bar; while Wildcorn and Dörrwerk are among new names making a mark in Europe This page: Alaska Airlines adding healthier options


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Ideas and impulses transformed into efficient creative solutions.

Driven by insight and passion, we innovate to meet consumer needs and offer thoughtful and progressive food solutions, globally from travel to retail. Meet us at the WTCE 2019, Hall A1, LSG Group Booth 1E20 2–4 April, Hamburg, Germany


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Manufacturing Catering Trucks PRODUCTS • Catering & Cabin Cleaning Trucks • Medical/PRM Vehicles • Passenger Stairs • Toilet and Water Service Units • De-Icers / Aircraft Washers • Extendable Baggage Conveyor

MALLAGHAN HEADQUARTERS 69 Coalisland Road Dungannon, Co. Tyrone Northern Ireland BT71 6LA Tel: +44 (0) 28 8772 3444 Email: sales@mallaghanGSE.com

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In Europe airlines have been quick to add healthy offerings to their onboard retail programmes. Spanish airline Air Europa listed chickpea and lentil chips from Rude Health, Born semi-dried coconut, Buen Oh! dried apples, and a protein bar from Total Protein. Interestingly, the airline has also launched the first bao bun for buy-on-board with flavours including pulled pork with arugula and Surimi, and cheese salad with corn and crunchy onion. Launching these bao buns was a challenge – the packaging had to be carefully tested and selected in order to keep the product consistently fresh from the moment it was delivered to the aircraft right through to delivery to the customer inflight.

Cleaning up

Ryanair has also launched a range of healthier treats for winter and includes a meal deal called the Clean Deal that retails for €10 and features a hot vegetarian pasta dish, a Fulfil protein bar and bottle of water all under 500 calories. The airline has also listed new healthy snacks such as the Ufit protein shake and Fruut Red Apple Slices in addition to the existing Fulfil protein bars and Dr Coy’s bars. All these show airlines are listening and evolving their offer but perhaps the most fascinating of all inflight health food trends has to come from Eurowings. The airline, in conjunction with its retail partner Retail inMotion and NX Food, has been selecting German-based start-up products for its onboard menu. The most important criteria for each product is that it must include two key ingredients: love and care. A jury of 10 experts from Eurowings, Retail

inMotion and NX FOOD selected the products to feature in the retail programme and the winners earned some much needed publicity.

Fresh to market

The products currently fly on over 20,000 Eurowings flights weekly to over 50 countries and include the following. Dörrwerk Crunchy Tomatoes (€3.50) from a Berlin-based startup which uses the less attractive vegetables supermarkets reject and turns them into a fresh and natural, great tasting product. Berwork Rinder Salami (€3.90) is a protein-based snack from Northeim, Germany. The founder’s vision is to offer a tasty and hearty alternative to current protein shakes and bars. There are no additives, the product is high in protein, low in fat and gluten free with no additives. Bitebox (€3) offers crunchy almonds coated in a caramel-flavoured chocolate mix and topped with sea salt and contains no flavour enhancers or GMO. Wildcorn (€2) went onboard during the summer and proved so successful that it is back for the winter. A sugar-free popcorn snack, it is flavoured with dill and lemongrass and perhaps its success will encourage buy-on-board planners to make braver, more creative choices. While big brand names aren’t likely to drop completely from the mix, it is clear that passengers are open to on-trend, innovative products, products with a back story and strong health credentials. Add those to your menu and it seems likely many will be willing to pay. •

Above: Alaskan Airlines has added pre-ordering with its 'Welcome to the Fresh Coast' programme. Left: healthy snacks are en vogue for both Air Europa and Eurowings, with the latter concentrating on promoting start-up German suppliers


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RETAIL IS ONE OF THE MOST DYNAMIC PARTS OF THE BUSINESS Marian Fagbemiro, global vp gateretail, predicts how tech innovation will increasingly enable airlines to maximise their retail sales


echnology and data are at the heart of everything we do, enabling a more relevant, engaging and inspiring passenger experience whether before, during or post flight. Our eCrew digital platform is now live with two airlines on two continents and going well. Working off an iPad or iPhone, it is highly intuitive, showcases promotions and also delivers dynamic inventory information to the crew, as well as acting as their ePOS tool.

Maximising sales

Our job is to enable cabin crew to maximise the retail sales opportunity onboard within the space-constrained environment, while also using 'Big Data' to deliver accurate information on what passengers are buying, when, where and how. This includes sales onboard,

or via pre-order to the aircraft or elsewhere. And eCrew is just the start. Phase two – ePAX is next, allowing passengers to access an omnichannel inflight marketplace for purchasing food and drink, online boutique shopping, tickets for onward travel or event tickets. It’s an exciting development! Then will come eTools, phase three, a system which allows crew and crew management to perform multiple tasks in real time, automatically sending data so retail programmes evolve using both real, historic and predictive insights.

Supporting crew

Crew LMS – Learning Management System – will also be key through our Gate Crew Academy. It's a modern industry-accredited learning resource

offering flexible and modular multimedia and role play training, with certification through the European Credit Transfer System.

Future scoping

We believe a dedicated inflight category management tool will be the next big leap forward for the industry so we're developing just that, drawing on expertise from grocery retail and FMCG (fast moving consumer goods). New technology is opening up new channels and it's vital to be at the forefront of that work. We are working with Black Swan to use data and technology as our enabler, and we're seeking partnerships with other players where we can create obvious advantages for our airline customers. •


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work the camera With just a menu card to tempt passengers to spend, buy-on-board product photography has to look good. Jessica Pook gets behind the lens BRAND AWARENESS

Airline food has to work hard to look good sometimes but there are certain tricks and angles that can help to make the offering stand out and tempt passengers. Miguel Mas Martinez, of Photomas, has produced airline menus for the likes of Evelop and Air Europa, and explains the process: “First you must study the airline's style, its corporate image and brand colours. Then we hold a meeting to understand the carrier's expectations. Communication is essential to create a menu that pleases all involved and we deliver three different concepts.”


In the past, airline menus were merely product listings with individual images, now airlines use the menus to reflect a corporate image too. They invest in the pictures to reflect the investment in new product lines, like vegan ranges or sugar-free products, driven by trends and feedback.


In an extremely competitive field where airlines are always looking to increase revenue through retail sales, Martinez believes imagery is key. Products need to stand out and be seen to best advantage as passengers do compare prices and products on other carriers and airport outlets.


Martinez adds: “It is important to take vibrant pictures that make passengers desire what they're looking at and give a sense of freshness. Food must look tasty and beverages refreshing. Pictures of vegetables must look shiny, hydrated and fresh, bread must give the impression it's crunchy and drinks are more appealing when they appear cold and wet.”

FACT FILE The average consumer takes seven seconds to judge whether they want to buy a product or not Most menus require a professional photo shoot to

give life to the products and make them visually appealing Consumers favour fresh produce to packaged goods and it is important to highlight the raw ingredients


Martinez concludes: "As the photographer, I play with elements like marble, or crystal to reflect their products. Colours play an important role too in supporting the brand. Airlines are forever trying to be innovative with their menus and lately we are seeing a lot of close-up shots, showing all the elements of the sandwiches, for example. We also find menus with shots from above, displaying the products with original geometrical patterns.” •


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Pre-order success Pegasus Airlines has worked with Do&Co to offer innovative pre-order meals since 2009. Nik Loukas finds out how the partnership has prospered


he Pegasus Airlines preorder system is an in-house built software program that feeds from the airline’s ticket reservations – orders are sent to the airline caterer immediately once the passenger has created the request online. The airline is currently receiving over one million pre-order meals yearly, that’s 3.6% of their total passengers carried. With some airlines only recording stats of around 1%, Pegasus is well above industry standard. So how do they do it?

Quality first

Gürkan Kızıltepe, commercial coordinator at Turkish Do&Co, insists it's all about the taste. “People pre-order it because they like Do&Co’s tasty food,” he smiles. And while this is undoubtedly a contributing factor, there are some other reasons too. Firstly, the airline offers 26 different pre-order meals, meaning it can entice even the fussiest of passengers. The most popular dishes are the chicken sandwich and the Turkish grilled meatballs. But the airline also offers

with a vast array of products making something unique, a pre-order sushi set that is only available ex-Istanbul (to keep their way onto his desk from suppliers vying to get a place on the programme. it as fresh as possible). This dish is most popular with Russian and Ukranian travellers. Pricing is also a factor, with Service target the focus on offering great value Offering such choice has its issues. alongside high-quality For Kazak, his most products. significant challenges Omer Kazak, the are aircraft swaps, The focus is offering and while the airline inflight sales and services leader, has great value is currently working spent over 20 years with a 24-hour prealongside high working with the order deadline, they quality are aiming cut this airline. He believes to 12 hours, in the hope of boosting the secret to creating the Pegasus ancillary revenues. inflight experience is “talking to your The Do&Co unit at Sabiha Gocken crew” and prioritising passenger airport opened two years ago to better feedback. serve Do&Co’s clients flying into the Many of the products the airport. Previously trucks would make airline lists on in the buy-onthe daily 60km trip from Atatürk. board programme have been Capacity is 35,000 meals daily, with chosen with input this way. He Pegasus the biggest single customer. • has plenty to choose from too,


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Recognition that works A comprehensive range of recognised food and beverage brands can transform onboard sales. Roger Williams looks at how


esearch shows that highly popular F&B brands that customers know from the high street, stations and airports sell much better onboard than own brand or unbranded products - yet few feature widely onboard. M&S food on British Airways has proved popular and passengers regularly pay a premium for branded PG Tips or Twinings tea, Starbucks coffee and leading snacks, but these are the exception rather than the rule across many onboard menus. Operators do of course need to ensure a good brand fit and may need expert help in identifying which names best suit their passenger mix.

Captialise on names

One company aiming to help with a broad range of just such brand solutions is RG, whose parent company, SSP Group, is a leader in station and airport F&B branded outlets. RG has already capitalised on SSP’s insights to bring the James Martin Kitchen brand onboard LNER trains and this has boosted both customer

satisfaction and sales. his team draw insights into customer Beat Ehlers, RG ceo, explains: “SSP trends and behaviours, exclusive to Group operates more than 500 owned the travel environment, collaborating and franchised brands in travel with SSP’s Group to spot current and locations worldwide. Similar to how emerging trends, anticipate customer airports and stations have raised their needs and service requirements and game over the last select best-fit brands decade, we believe for trial. top F&B retail brands SSP’s branded could be leveraged outlets serve no Getting brands right less than 1.5 million for the onboard is a win, win, win for customers a day sector. We are actively clients, brands and which gives them exploring brand tie ups.” plenty of real time passengers data to draw on. Ehlers adds: “My vision is to find Branding mission ways to help enhance onboard food With support from RG’s purpose-built and beverage retail offerings using food production and distribution quality brands to align with different facilities at Heathrow, Ehlers is a man travel scenarios. Getting this right will on a mission to prove the value of be a win-win-win for our clients, our branded solutions onboard, offering brands and, most importantly, the catering, new product development, passengers.” • procurement, and logistics. He and


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…tap a trend Cereals giant Kellogg Company is stepping up its efforts to target on-the-move travellers with a focus on trend-led innovation. Julie Baxter discovers how Build on the past

The Kellogg brand is now active in 180 countries across the world. First launched in 1898, it is best known for its breakfast offerings - Corn Flakes, Bran Flakes, Crunch Nut Cornflakes Rice Krispies and the like, but it is increasingly looking to evolve its offer to meet changing consumer habits and on-the-go demands.

Tap into trends

Newest to the mix is joyböl, a breakfast bowl specifically designed with young urban millennials in mind and actively targetting the travel sector. It's an all-in-one fruit smoothie bowl, containing a mix of grains, nuts, seeds and fruits. Gianna Regonini is the travel channel manager at Kellogg, working with Portfolio Partners to promote the product to the onboard sector. Her team highlights the fact that if you search #SmoothieBowl on Instagram there are 1.8m posts from people looking to share experiences, and this product responds directly to that trend.

Trial innovation

The joyböl concept was the brainchild of food developers from the Kellogg Company in Battle Creek, Michigan and took 18 months to develop through multiple consumer trials. It comes in three flavours Strawberry Almond Quinoa, Super Berries & Açai and Mango Coconut Chia. The user just adds cold water or milk into the pot, and it is ready to eat.

make it practical

Fact file Kellogg is already successful in the inflight market with its top selling savoury snack Pringles Kellogg has been adding vitamins and minerals to its cereals since the

1930s and was one of the first to have guideline daily amounts labelled on front of packs in the UK Did you know Corn Flakes were the result of a failed attempt to make granola!

Regonini says: "At 10cm tall, the joyböl fits neatly into airline trolleys and comes with a spoon included. The simplicity of adding 60ml of cold (or hot) water means that this product could not be easier to prepare; it only takes 10 seconds to stir and transform into a creamy crunchy smoothie bowl. It also has a 12 months shelf life and no need for refrigeration so we are confident it will do well in the onboard market."

widen the scope

She believes that while created with millennials in mind, the brand has broad appeal and provides an easy way to present fruity smoothie bowls in the onboard environment. The product includes real fruit, no artificial colours, 10g protein and is high in fibre, so can also be positioned as a healthier alternative. •


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motivate retail growth Alpha’s Sharjah base has helped transform Air Arabia’s onboard retail programme by focusing on investment in people. Julie Baxter discovers how Set the scene

Air Arabia is a sleeping partner in Alpha's Sharjah catering unit but since 2010, the two have developed an inspiring supplier-customer relationship. Mark Whelan, general manager, of the unit explains: “The business required investment, both in the product and facility, but most importantly in the people."

Define the relationship

Air Arabia had historically been treated as a shareholder rather than a customer he added. "Changing that relationship has brought a hugely positive shift – now we innovate together, learn, drive engagement and work as a team across everything we do. We see ourselves as Air Arabia’s flight catering department – invested in the success of the airline."

Respond to demand

Make a plan

The process throughout 2018 saw a refresh of everything from the menu cards to product packaging and the online experience. Behind the scenes better analysis of sales was undertaken, improvements agreed and added training and incentives implemented to support growth.

Invest in people

He adds: "Cabin crew showed great enthusiasm for the programme and a real desire to promote the right products to the right customers."

Fact file The Sharjah facility caters for 42 airlines – that's 37,500 flights a year Pre-order sales are up 67%. This has had a knock-on effect, reducing waste by 25% in

the last two years Total Air Arabia sales are up 21% Meal numbers delivered are up from 8,200 to 11,000, with 22,000 the record in 2018

Responding to feedback, the programme added ambient and combo option and the whole look and feel was enhanced. Whelan says: "We’ve reduced our waste impact too and drive pre-ordering for a better understanding of what needs to go onboard. The selection is café quality, with availability on every route and a focus on fresh."

Celebrate success

He concludes: "Our improvements have been achieved by prioritising people, reducing working hours but increasing salaries and investing in accommodation, events and recreation facilities. Productivity is up and engagement is massively improved. Our people give us everything so it’s only right we give them as much as we can too.” •


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Onboard Entertainment & Connectivity


Let's talk tech

nboard Hospitality has launched its latest Onboard Entertainment & Connectivity supplement, distributed with this issue, at WTCE, AIX and PTS 2019 in Hamburg, and online. This edition includes news, views and features on IFE beyond the movies, the latest developments in making content relevant, headphones and streaming opportunities.


There is so much more to inflight entertainment than movies. We explore the options available to enhance the passenger experience including onboard shopping made fun and engaging, virtual maps that inspire a passenger's travels, inflight virtual reality and the latest in gaming onboard. Read the full article in our Onboard Entertainment and Connectivity supplement.


Read insights from Gogo, Bluebox, Viasat, Immfly, Inflight VR, Apple and more in our new Onboard Entertainment and Connectivity supplement.


Revolutionary new antenna technology could be opening the door to land-like connectivity in the sky. A new age of high-speed seamless connectivity is just around the corner. Discover more in the latest edition of our Onboard Entertainment and Connectivity supplement.


Black Swan's ceo and co-founder, Steve King, talks about strategic partnerships and data solutions now helping airlines anticipate and respond to trends and enhance the passenger experience. Read the full interview in the latest Onboard Entertainment and Connectivity supplement.


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More and more people now bring their personal electronic devices onboard, be it a smartphone, tablet or laptop. And with those devices, passengers now have the ability to bring their own entertainment with them. As connectivity becomes ubiquitous, and streaming services gather vast armies of subscribers, we look at the impact on the inflight entertainment offering. If you're dreaming of more streaming, check out our Onboard Entertainment and Connectivity feature all about it.

MAKING CONTENT RELEVANT Can airlines utilise data analytics and passenger viewing habits to provide inflight entertainment tailored to passengers in their aircraft seats? Find out how Air Canada and Spafax are making this a reality, by reading their case study in our latest Onboard Entertainment and Connectivity supplement.




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Want more tech talk?

Check out our dedicated supplement at: onboardhospitality.com


Future Travel Experience


Collaborate to innovate

echnology is touching everything and to keep you in the loop, Onboard Hospitality will again collaborate with the Future Travel Experience team for its industry-leading FTE Asia EXPO 2019 in Singapore (November 12-13). Here Ryan Ghee FTE head of strategy and assistant editor Marta Dimitrova highlight the tech trends likely to have the biggest impact on your passengers’ experience in 2019 and beyond.

See you in

Singapore at our Onboard Hospitality Forum-Asia




With consumers becoming more accustomed to using virtual reality (VR) devices such as Oculus, Google VR and PlayStation VR, as well as augmented reality (AR)-enabled smartphones, some airports, airlines and industry suppliers have taken up the task of creating immersive experiences both in the airport terminal and up in the air. Alaska Airlines and Iberia are among those to have trialled the technology inflight, which suggests that VR IFE could well have an exciting future. As carriers search for ways to differentiate their experiences, immersive IFE is likely to gain traction.

FTE Asia EXPO is Asia’s biggest free to attend passenger experience and business performance expo, and will once again include the highly successful Onboard Hospitality Forum Asia and street-food festival. Building on the record attendance in 2018, when representatives from 101 airlines and airport operators registered, the 2019 event will provide an unrivalled platform for the industry’s most innovative product, service and equipment providers from across Asia and beyond.

It's Asia's

biggest free to attend EXPO!


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A look at the first couple of months of 2019 indicates that connectivity will be the biggest game-changer. Inflight wifi is becoming increasingly prevalent not only for full-service carriers, but also low-cost airlines. Highlighting this, Norwegian recently became the first LCC to offer free wifi on its intercontinental flights, while Spirit Airlines, an ultraLCC, is upgrading its fleet with high-speed connectivity. This meets passenger demand for ground-like wifi but also creates new ancillary revenue opportunities for airlines, who now have a captive and, crucially, connected consumer to engage with for the duration of their flight.


With long-haul flights getting even longer – think Singapore Airlines’ Singapore-New York and Qantas’ Perth-London services – carriers are having to think of new ways to keep passengers comfortable for the best part of 18 hours. The more forward-thinking airlines have been actively exploring pioneering partnerships, combining science, culinary innovation, meditation and technology. There have been a raft of developments in this space. Panasonic Avionics has introduced wellness solutions such as Premium Seat Lighting, Active Noise Control and “nanoe” air technology; Qantas offers guided inflight meditation via its IFE system; and Cathay Pacific has partnered with The Pure Group to help premium customers stay healthy while travelling.


Offering inflight wifi is great but airlines must be open about what it can deliver in reality. For instance, will passengers be able to stream Netflix or will the bandwidth only support basic browsing? Being honest with passengers is crucial. Equally, offering new IFE-based wellness features can add value, but must be proactively explained, rather than just hoping passengers happen to stumble across them. What is clear, is that throughout 2019 and beyond, technology will continue to play an increasingly important role in enhancing the passenger experience at 35,000 feet.

Be a part of

our street closely with leading trade bodies APEX, IFSA Onboard Hospitality is inviting inflight food festival in and APOT to support the event. Suppliers will catering, wellbeing, design and association with have the opportunity to showcase products innovation specialists to meet at this Happy K and designed to improve the end-to-end customer well-established show now in its ninth APOT experiences, reduce costs, increase revenues year, within their own dedicated area. and enhance operational efficiency. The exhibition Over the two days of includes high-level conferences, extensive networking the show airlines and and unique guided tours. suppliers will be able to share best practice, hear market Combine TO RESERVE YOUR SPACE intelligence from visionary tech talk with or enter our Onboard speakers and get the chance Street Food Challenge hospitality to experience Asian hospitality contact: Event Director: buying and culture first hand. Onboard craig.mcquinn@ Hospitality will collaborate onboardhospitality.com


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Tech gets on track

Digitalisation of the railways offers huge potential for passenger growth – and with it opportunities for suppliers, says Roger Williams


ith many airlines battling to find additional runway capacity at overcrowded airports, Europe’s railways believe they can double intercity passengers by 2030. Such massive growth is being made possible by ERTMS (the European Rail Traffic Management System), closing gaps between trains and optimising track speeds. This massive growth in customers has enormous potential for caterers and hospitality providers, as well as significant challenges – the answer to which is undoubtedly digitalisation of customer interfaces and automation of processes. It's an opportunity for tech suppliers too, as rail caterers look for systems that help them cope with rising demand.

At a recent Digital Rail Revolution conference in Paris, Jenny Gejke, head of Digital Channels at Swedish Railways (SJ), said: “Digitalisation is disrupting the travel experience for the better, and we can learn about what works for the airline industry and apply positive solutions to our trains.” However, identifying which digital disruptors are the ‘must haves’ while avoiding the ‘white elephants’ is vital if you are going to generate the best return on your investment.

Digital analysis

As consumers are switching to apps to browse, book and buy, my consultancy, Explore Catering, took a look at the types of technological sophistication onboard service providers might prioritise in the years ahead. onboardhospitality.com

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Understanding user behaviour

They say ‘feedback is the breakfast of champions’ so giving your customers a digital, user-friendly way to detail their ‘likes’ and ‘dislikes’ is a smart move. It brings understanding of their emotional hooks and can help shape future service offers. Consider pushing QRS’s (Quick Response Surveys) directly to your pre-registered customers' smart devices. Collect and feed qualitative behaviour data into your service delivery review process, either singularly or as part of a customer panel programme. Use an app with notifications prompting a response, or simply send an email link. Digital analytics partners such as Verve and Further, who work with Virgin Atlantic, research in this way following customer bookings.

Open data transfers

All rail customers have one thing in common – they need a ticket. Many railways are moving to mobile ticketing and caterers should consider ways to link advance food purchases to ticketing through train companies (or third-party online ticket agents). This increases sales opportunities before travel, helps adapt to demand fluctuations and target special offers. Links to travel reward schemes also offer similar opportunities.

Onboard offers

Use digital menus either online, via an app or onboard screens, to adapt pricing and match demand, stock availability and time of day. Offer non-food and drink ancillary revenue opportunities such as tickets for major attractions via

your EPoS or app. Early results of ‘at-seat delivery’ apps are showing increased revenues. Including incentives for certain purchases (for example, gifts for home delivery), means you can see how your passengers react to each different stimulus and design future offers accordingly.

Automated logistics

‘Real time’ warehouse management means every sale, whether online or onboard, can create a virtual order for replacement stock, instantly defining demand from production kitchens, warehouses and suppliers. Consider how digitalisation can also help automate other supply and logistics processes, such as staff scheduling; matching goods-in with ‘FIFO’ warehouse space allocation; harmonising train-side deliveries with train ID systems; linking client invoicing direct to onboard scans confirming delivery receipt; and joining product lifecycle and waste tracking with recycling, redundant stock management and product development. Harvesting data from these and similar activities will help leverage cost efficiencies, measure performance and manage accurate and meaningful KPIs, both internally and with clients.

Staff support

Apps designed for training staff online, using instructional video streaming, can help inform and ‘up-skill’ employees, simultaneously providing training records and compliance. Benefits include reduced training resources, fewer courses taking staff away from frontline duties, and brand standards that are more easily maintained. This is being used in Poland by WARS and other companies will follow.

Cyber security

Security of any digital system is critical to protect data and avoid business disruption. Build in backups and security systems, business continuity planning, maintenance, licensing and upgrades to reduce risk. Working with the right partners from the start will ensure the right fit for your needs and best value for money. In short, embrace the right digital technology, engage customers, staff, suppliers and clients through intuitive interfaces and the future success of catering and hospitality in rail seems assured. roger@thecateringexplorer.com •


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The wifi revolution Jeff Mabe, senior director of Inflight Strategy and Strategic Partnerships at wireless technology and location data company iPass, explains why inflight wifi is primed for takeoff

It’s a pivotal time for inflight connectivity. Delta Airline’s recent announcement of aspirations to make onboard wifi free to passengers could set off a domino effect across the industry. But the challenge for airlines that are forced to follow suit will be: how do we find innovative ways to create a differentiated wifi service that not only delivers for our passengers, but provides a revenue stream for the future too? I believe the answer lies in airlines following the very same path that wifi has taken back on the ground – customers can now walk into their favourite service – they can learn café, store or hotel and more about them and seamlessly access the use this knowledge wifi network from within Airlines want to keep the company’s branded customers in their own to offer personalised recommendations and application. ecosystem promotions. Up until recently, the This means shifting primary focus of focus from the nuts and bolts of wifi speed inflight wifi has been getting and bandwidth, to positioning wifi as a core the technology up and component of a much wider service offering, running as quickly as with consistent airline branding throughout. possible. In practice, a passenger could be offered Airlines simply looked the service via the airline’s own app, for which wifi providers rather than a separate system, reducing could provide the or entirely removing the friction to access fastest, most reliable inflight wifi – no need to re-enter payment service on any given details and no confusing branding. By route, so passengers on integrating wifi within the airline’s own app the same airline might have a and entertainment system it is easy to offer completely different experience passengers additional paid-for services, getting connected on one flight from food to movies to last-minute deals in compared to another. their destination. This is an obvious way to Airlines want to keep differentiate from the competition and has customers in their own the double benefit of a better passenger ecosystem, and by making wifi connectivity experience and a better way to monetise a core component of this ecosystem they each seat – two things that are going to be can ensure that the passenger increasingly important in a free-wifi future. • is put at the heart of their


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Adverts in the sky Benjamin Coren discovers how Motus is using smart data to personalise advertising to airline passengers


ata is utilised more than ever by airlines to enhance the passenger experience, personalising everything from the entertainment available onboard to the food and drink offerings served. Motus is a new company that targets individuals with relevant advertising onboard via a platform which uses data analytics and its own consumer travel insights. Motus is at its core an offline advertising platform, which can be connected to an airline's IFE and operated by the airline. The carrier has total control over the ad content with approval mechanisms, black list and white list options.

From the ground to seats

The software works via an advertising server (that sits in an advertiser's office on the ground) and allows an advertiser to execute full campaigns. The advertiser and the airlines can see live analytics on a campaign's performance. Haris Zaharatos, ceo of Motus, says: “It is a product we have been working on since 2014. We are changing how advertising is done in the air and increasing demand. “We can

put our software into any IFE system viewing. This disruptive concept offers and then connect ground-based ad a new business model and revenue agencies with the inflight audience via channel for airlines, connecting them a dashboard. Advertisers can select to a market of €198 billion of spending specific flights and on online advertising airlines to advertise each year. with. They then receive It also enables Advertisers can airlines to engage their analytics to with the passengers calculate return select specific on investment. flights and airlines before and after their specific flight. Every to advertise on advertising Motus can be advert embedded in any platform and agency could be connected to streams direct or programmatic the aircraft with Motus. It will change how advertising is done.” advertising content from ad agencies or ad-exchanges to passenger devices either in an offline or online Get connected environment. It aims to keep brands Motus enables advertisers to and consumers connected throughout engage with passengers by the entire journey. using technology embedded Motus is currently in discussion with in an airline's mobile app. It airlines and expects to be onboard also has native advertising with five carriers later this year. • capabilities for non-intrusive


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'Handy' solutions Roger Williams discovers a rail innovation from Scandinavia that is ensuring some travellers never lose their tickets...


he Scandinavians know how to innovate. Take, for example, the latest way they are managing digital ticketing in Sweden, where national rail operator SJ has been trialling ‘wearable tech’ which is – quite literally – getting under the skin of some travellers. A couple of hundred tech-savvy volunteers trialled a biometric microchip inserted into their hands to act as a digital train ticket. It may sound a bit grisly to some, but the insertion and operating system are simple and similar to having a pet microchipped – and if it’s good enough for our canine best friends, then why not for us!

Chip trial

SJ used members of their loyalty programme, SJ Prio, to launch the trial, issuing each volunteer with a unique membership number. Once the chip is activated, the user can then monitor and update activity with a smartphone app. The microchip and app exchange information uses NFC technology, the same process used by Apple Pay. ‘Chipped’ passengers are scanned

when they board a train to check Caroline Astrand, executive viceidentity and ticket information. That president reported to the industry that the number using the system has now “On all major routes we operate on increased to several today we are planning thousand travellers for higher volumes… says a lot about how and looking beyond The insertion and ready the Swedes our national railway are to embrace new operating system are borders”. technology. Many of With significant similar to having a those taking part work volumes to win from pet microchipped in IT and already had a air, such as the 1.4 microchip inserted for other uses. million passengers who travel between Oslo and Stockholm annually, and new intercity franchises being tendered in Spur to growth Norway and soon Finland, SJ is confident This type of innovation, coupled with of its future. the onboard upgrades of its X2000 Meanwhile, I wonder how long it will tilting trains to add new seats, carpets, be before onboard caterers are all racking and a redesigned bistro area, offering payment for a sandwich and has seen SJ celebrate hitting 30 million coffee through this system? Now that passengers a year for the first time. would be handy! • Set for further significant growth,


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digital transformation

Innovation street Roger Bannister is business development director for information and communications technology and cloud services company Timico. He discusses how hospitality businesses are embracing digital trends to stay relevant

Traditional brands in the hospitality sector are under increasing pressure to innovate. Technological advances have placed the power squarely in the hands of customers, who now have more options than ever before. Challenger brands that previously couldn’t compete on size are now focusing on customer-centric business strategies to stand out. By revolutionising service, improving the user experience and making transactions seamless, they are taking market share from older, legacy brands. To avoid falling by the wayside, established hotel stay through an online account by brands must enhance the user experience name, and even suggest activities and trips using digital transformation strategies and to the guests based on their pre-chosen innovations to improve their offering. preferences. Bot concierges are increasingly The hotel sector is leading in this. One being used too, by large companies such example is augmented reality (AR), which has as Marriott and Hilton. the ability to deepen a These chat-bots can customer’s experience, liaise with customers, making it truly unique or potential customers, and immersive. Apps AR has the ability to through automated can let a guest view a deepen a customer's messenger systems. hotel through a phone experience, making it Some brands are using camera, and then truly unique and Facebook Messenger overlay links and images immersive and WhatsApp, and to create an in-app have them ‘manned‘ by tour, keeping the bots to enable always-on customer service – customer informed of the facilities the key to keeping customers happy 24/7. during their stay. Big search/booking sites have become so Artificial intelligence (AI) is powerful because they offer choice and make also proving to be a gamecustomers feels they are finding bargains. changer when it comes to Instant decisions can be made with a mobile revolutionising the customer device – which is where hospitality brands experience. Virtual receptionists must place an emphasis. Over one-third of and interactive bot people now book hotels on a mobile device. concierges are also Every new generation is becoming more being used by hotels. dependent on digital. The opportunity to Virtual receptionists flourish is here, but only if businesses rise to can greet customers the technological challenge. • who have booked their


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people on the move / 179

Changing places Joe Waller

Introducing... johannes kloess Johannes Kloessis is stepping up to MD at Galileo Watermark. He has been a part of the management team for over three years, previously heading operations and supporting the turnaround and restructure of the acquired Watermark Products business. He will now oversee all functions, with a focus on delivering increasing market relevance, unique innovations and price competitiveness. This will include strengthening the design, sourcing and operational infrastructure. Ian Linaker will continue to head up the overall Galileo Group of companies, working alongside Kloessis. He'll focus on business strategy and innovation, defining the strategic roadmap of the business. Linaker's brief will include new product development and business programmes aimed at incubating innovations (through tangible product) to the market, working with Kenny Harmel and a wider team in London. These innovations include new sustainable plastics and meal service products, as well as closed loop environmental waste management solutions that allow airlines to address the increasing global challenge of CSR legislation and regulation.

Mildred Lau galileo watermark To: operations director from: Head of operations Based in the Hong Kong office, Lau has been promoted within GW. She has plenty of experience running operations teams, both small and large, within a number of fast-growing companies. She has led the operations department at GW since February last year as head of operations and has been instrumental in helping to streamline processes and ensuring all operations run as smoothly as possible.

François Adamski servair To: corporate chef Adamski succeeds Michel Quissac who has held this position since 2006 and will retire. Winner of the Bocuse d'Or in 2001, crowned Meilleur Ouvrier de France in 2007 and awarded Michelin stars on two occasions, Adamski is tasked with promoting the company’s culinary identity and encouraging the transfer of know-how between the chefs of the various units. He is also secretary general of the Studio Culinaire Servair.

AMI Group TO: cEO ami inflight/wines FROM: CEO of Pacific Gateway Concessions Waller will work alongside the current ceo, Denise Poole, as she prepares to step back. He previously led a team of 450 people across the U.S. His task will be to maintain the high level of service AMI’s suppliers and customers expect, first focusing on AMI Inflight and later AMI Wines. After the transition is complete, Poole will retain select sales leadership roles and continue to be a shareholder in AMI, and be involved in the overall strategic planning of the group.

Royston Scott milk jnr & KIDSWORK TO: Procurement & Logistics Director Scott has worked at Milk Jnr’s & Kidworks since 2010 and his new role will see him heading up all the procurement and logistics including tendering and supply chain management.

Mark Hol foodcase TO: international sales director Hol takes on the sales role and also becomes a member of the management team. He brings extensive experience and expertise in the travel retail industry and will support ambitious growth plans for the company.

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

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180 / EVENTS

Food, glorious (new) food

Returning to ExCel in London, Food Matters Live brings together more than 15,000 food manufacturers, suppliers, buyers, policy-makers, scientists, start-ups and health professionals to discover the latest ideas and products. A unique event dedicated to the future of food, drink and sustainable nutrition, it will WHAT: Food Matters Live WHERE: ExCel, London WHEN: November 19-20

include experiments, tastings and education. Some 300 industry experts will share innovations in everything from sustainable diets to free-from, “clean label” and lowsugar diets. There will be five attractions which challenge existing attitudes towards food, drink and nutrition, plus a host of international pavilions. In addition, networking sessions hosted by experts will offer insight into the food, drink and nutrition sector. foodmatterslive.com

Festival of the future WHAT: World Rail Festival WHERE: Amsterdam, Netherlands WHEN: December 3-5

Now in its ninth year, the World Rail Festival brings together international executives from rail, bus and urban transport operators to discuss the digitalisation of the transport business model, how to achieve growth and how rail can meet the demands of the travel ecosystem of the future. With the latest technologies, disruptors and leading thinkers represented at the

event, this year’s focus will be on stations looking at technologies such as PIS systems, wayfinding software, passenger counting, and advertising. The line-up of speakers includes Eurostar managing director – new digital business, Roberto Abbondio; Via Rail Canada senior director – commercial planning, Michael Acosta; FS Group Innovation Manager, Alessandra Berto; and Eurasia Trains & Tours general manager, Helmut Mochel. Round table working sessions will give delegates a chance to discuss the industry's future. terrapinn.com

CALENDAR APRIL 15-17 APEX Multi Media Market Dublin, Ireland mmm.apex.aero ------MAY 13-15 Aviation Festival Americas JW Marriott Marquis, Miami, Florida terrapinn.com ------SEPTEMBER 1-3 Speciality & Fine Food Fair Olympia, London specialityandfinefood fairs.co.uk ------SEPTEMBER 4-6 Future Travel Experience Global Las Vegas futuretravelexperience. com ------SEPTEMBER 19-20 lunch! ExCel London lunchshow.co.uk


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Bags of fun During a long career in inflight service George Banks gathered a lifetimeʼs collection of aviation memorabilia. Here he looks back at the changing face of hand luggage


repare to board almost any flight these days and you’ll be surrounded by a mountain of wheelie bags and backpacks jostling for stowage space in the aircraft cabin. This seems normal now but it wasn’t always so. Before airline lockers were created for hand luggage, passengers’ carry-on allowances were minimal, no matter where they sat on the plane. The IATA code stipulated that only the following items were allowed: a wrap, a camera, a walking stick, reading material, a fully collapsible wheelchair and/or a pair of crutches, an infant’s carrying basket and baby food for the flight. A small carry-on bag, part of a passenger’s 20kg total allowance, was permitted but had to fit under the seat. The overhead racks were only for soft items, such as an overcoat, blankets and pillows. Today, wheelie bags are lugged onto aircraft and jammed into ever-larger overhead bins. Jackets and coats have to be screwed up to fit between bags that once went in the hold. The bags are now often so heavy they can hardly be lifted into the bins. Passengers bring them onboard largely to save money or to speed up their progress on landing but hand luggage this size and weight can injure passengers if it falls and adds new risks of obstacles if evacuation is needed. The iconic airline shoulder bags given to passengers on long-haul flights in the past were small enough to fit under the airline seat, advertised the airline brand and were popular with passengers. Perhaps their revival could help inspire a turnaround in the trend towards ever-more cumbersome onboard baggage as well as providing a good quality passenger gift. •



Spain’s national airline, Iberia, offered this gorgeous bag in burgundy as carry-on luggage in the 1960s. The bag was launched to celebrate the introduction of the DC-8 and Caravelle jets.


Qantas, the Australian airline, claimed it carried passengers further than any other airline in the world back in the 1960s and 70s. Its claim came from the fact that it flew around the world both ways, with its Fiesta route operating via Mexico and the Kangaroo route via the Far East. This smart carryon bag with two zippered compartments and the message'Qantas Airways Australia’s around the world airline'. It included a silhouette of a Boeing 707, an aircraft type introduced by the carrier in 1959.


British Overseas Airways Corporation (BOAC) was merged with BEA in 1974. This simple stylish bag in the airline’s dark blue was an iconic design which helped ensure the airline was well remembered.



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Cathay Pacific created this airline bag when it proudly introduced jet services with the Convair 880 in 1962. It promoted Cathay Pacific’s key Asian destinations at the time - Tokyo, Osaka, Taipei, Bangkok and Singapore on one side, and the airline's branding on the other.


This black Air India bag advertised the airline’s Boeing 707 service introduced in 1960, and the famous Maharajah service. It was offered as a sales giveaway.



SAS offered a beige carry-on bag with shoulder and hand strap in leather, proudly advertising the airline’s ownership by Sweden, Norway and Denmark.


This mid-blue Air France shoulder bag included an adjustable strap with the Air France logo and the “A Votre Service” message along it adding extra kudos.


British European Airways [BEA] offered certain passengers this practical black zippered nightstop bag featuring the airline’s last logo before it became part of British Airways in 1974.



British Caledonian Airways [BCAL] produced this useful bag as a sales incentive in the 1980s. It was effectively an insulated picnic bag to keep items chilled.


How times change. Here the IATA airlines allowances for hand baggage are shown on this now out-dated but colourful paper airline ticket issued by Cameroon Airways [UY] in 1988.

1988 onboardhospitality.com

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

Her art, here Popularity contest

The Aussie airline has revealed the results of its latest survey – and it's encouraging. Lots of travellers say they want the healthy option – but they don't always mean it. Qantas passengers, however, gave positive feedback on the Kale, Quinoa and Poached Egg Brunch Bowl served on its Perth to London route. Having said that, Perth Transit Lounge customers mostly tucked into the sausage sandwiches! The most watched movie of 2018 was Mission: Impossible - Fallout while Billions was the most popular boxset. @Qantas

Sky high sandwich

Travellers flying from London Stansted Airport can now pick up a sandwich which is specially crafted for taste buds at altitude. The London airport has teamed up with luxury food outlet Not Always Caviar to create a sandwich based on scientific research into the body’s reduced ability to perceive flavours when flying. There's a choice of the Seafood Club (with optional caviar sauce) or a Salt Beef Deli Sandwich, but both will include a special umami blend spice which is added as a powder, to give the sandwiches a flavour boost. @STN_Airport

United has launched a competition to put women's art in the skies, since 51% of artists are women but less than 13% of art on display is made by women. Two Boeing 757s serving as giant canvases should help balance things out though! Women can submit their ideas on how to paint the planes via the website. Their ideas should represent the 'vibe and spirit' of one of its key regions: California or New York/New Jersey. Six finalists (three for each destination) will receive their own gallery show and artist Shantell Martin will provide mentorship to the winners. @United

Cosy extras

Virgin Atlantic and Delta celebrated five years of their transatlantic partnership in February by offering some sweet surprises for its customers travelling on select flights between London Heathrow, Atlanta, and New York-JFK. Passengers got cocktails, Love Heart sweets, warm cookies and Virgin Atlantic Happy Socks. @VirginAtlantic @Delta


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High culture

Paws for thought

IAG Cargo has announced a new pet transportation service on flights from the UK through its partnership with PetAir UK and British Airways. As well as an improved online booking system and custom crates, there's a new meet-and-greet pet area at London Heathrow. IAG Cargo shipped over 12,000 pets in 2018 and while labradors and other four-legged friends topped the list, it also flew a Komodo dragon, a six-monthold cheetah and orangutans! iagcargo.com

A religious experience Etihad had the Pope onboard recently, for his first trip to the United Arab Emirates. Pope Francis delivered a papal mass to a congregation of around 120,000 people at Zayed Sports City and the service was available to watch on board Etihad Airways through a live broadcast on inflight entertainment screens and at the airlineยนs lounges worldwide. @EtihadAirways

Brussels Airlines has been the official airline partner of the electric dance music festival Tomorrowland, aptly held in Belgium's Boom, since 2012 and has organised more than 250 party flights for almost 12,000 guests. It's also flown the Belgian national football team and its fans to international games. But its latest partnership? Well, it's with Brussels Philharmonic, helping them be classical music ambassadors of Belgium to the world. Talk about high culture! @FlyingBrussels

Back to nature Helsinki Airport's new extension, Aukio, opened in February and the airport's director, Joni Sundelin, describes it as 'a display window for our country'. In Aukio's event plaza, passengers are placed in the middle of Finnish nature, and get to 'witness' the Northern Lights, vibrant autumn colours, a rippling stream and the whistling wind. finavia.fi


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3/8/19 01:10 PM

20 ME 19 ET FI O N U A R LI ST S


190 • Amenity kits | 197 • Beverages 198 • Catering innovation | 199 • Technology 200 • Kids Kit/Service/Catering | 202 • Onboard service equipment 203 • Sustainability | 204 • Snacks 206 • Textiles | 208 • Wellbeing 209 • Ones to watch

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he waiting is over, the votes have been counted and the finalists of the 2019 Onboard Hospitality Awards are now announced. Many congratulations to those who made it through and many thanks to all those who took the time to vote.

Impressive entries

This year over 150 products were put forward in 11 categories as products innovating and changing onboard hospitality for the better. You can explore all the entries here and see which ones our readers chose as finalists. All finalists have now been put forward to our

expert panel of judges along with all entries in the Ones to Watch category (those not yet onboard), which the judges will assess for their onboard potential.

Peer to peer recognition

We identify our finalists, firstly via an online vote from our international readers. We believe the online voting allows for informed peerto-peer recognition. Those eligible to vote are our readers - the buyers and suppliers of onboard hospitality - the people we believe are best placed to recognise a good product or service, or a true innovation. These are the people - you and your industry







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

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

With 15 years’ experience as vp Innovation at gategroup and as a Board Member at Servair, Anne is passionate about customer-centric transformation of the passenger experience.

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

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






Mike left BA to become a partner of Honour Branding and is now md of Honour Consulting. He led the design management of both onboard product and experience for Etihad.

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

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

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

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

Read full product details at onboardhospitality.com/awards

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colleagues - we put our trust in to select worthy finalists. Some 21,000 votes were cast - all by industry insiders with expertise in the field. We aim to make these awards authentic and accountable - the best in the business.

Expert assessment

The shortlist is also looked at by our judges, a panel of distinguished experts with many years' experience in the industry. The judges contribute to the selection process through online marking. This powerful panel of 20 expert judges – industry stalwarts and travel professionals with a wealth of knowledge when it comes to the user experience and operational practicalities then go on to judge the finalists.

The winners

Judging criteria

Innovation / first impressions /quality / durability / life span/ weight / usefulness / design/ functionailty / taste /content / customer experience

The winners will be announced at a dedicated event during WTCE Hamburg and online on April 1, 2019. Winners will be showcased in the next issue of Onboard Hospitality. Editor, Julie Baxter, says: “Our awards process is truly exhilarating. The range of on-trend and innovative products entered just shows what a creative and inspiring sector this is. The commitment of our judges to finding the most worthy winners is exceptional and we thank them all for their hard work. We look forward to congratulating the winners and sharing their stories."

We would like to thank former editor, Jo Austin, for chairing the judging panel and for her on-going support for our awards process.






Keerthi Hapugasdeniya is a high-profile, international celebrity chef who works with a range of catering service providers to the airline industry. Founder and ceo of APOT Asia.

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

Madeleine currently works at KLM but has 25 years' experience of the aviation and retail sectors with past responsibility for inflight strategy, training and new concepts.

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

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






Following 15 years flying as crew for British Airways Shelley has extensive front line experience of inflight service and a clear understanding of what passengers and crew want.

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

Ryan spends every day studying aviation tech as editor at Future Travel Experience (FTE), head of strategy for FTE's global technology conferences, and manager of the FTE Innovation & Startup Hub.

Rene was lead designer at KLM for five years and responsible for several onboard packaing and design concepts. He now runs his business focused on designing visual identity.

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

Read full product details at onboardhospitality.com/awards

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Best for onboard



























An elegant cylindrical bag in bright yellow – the colour synonymous with the iconic Italian brand Acqua Di Parma featured inside. Facilitated by BUZZ. etihad.com











Durable pouch with paisley print from high-end fashion brand ETRO. Features ETRO toiletries in a second drawstring bag within. Facilitated by WESSCO. jal.com







Lufthansa First kit

Marking the 100th anniversary of the crane logo, this Saffiano leather bag doubles as a cross-body bag or hanging storage and boasts La Prairie product. spiriant.com






Qatar Airways First kit

Part of a three-year partnership with BRIC’S. A premium keepsake doubling as a cross-body bag post-flight. Features Monte Vibiano toiletries. formia.com

Saudi Airlines First kit




Japan Airlines First kit

Etihad First kit



Part of a rolling collaboration with Missoni, a high-end Italian fashion house known for its signature crochet-knit designs. Features Sprekenhus toiletries. formia.com


Thai Airways First kit

This renewed collaboration with Porsche Design offers a collectable kit in two colours. Payot skincare products are included in large gift-sized format. formia.com

Asiana Airlines First kit

Made of faux leather and twocoloured canvas, this includes a loop handle for post-flight use. It features seven Salvatore Ferragamo toiletries. spiriant.com

The imaginative use of materials and thoughtful designs suggest post-flight use is an increasingly important part of the kit brief

Read full product details at onboardhospitality.com/awards

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A unisex faux leather kit designed with Italian brand Salvatore Ferragamo and embossed with Taiwanese patterning. Features Ferragamo toiletries. formia.com


T es










SWISS Business kit

TAP Portugal Business kit

Aeromexico Business kit

Air Canada Business kit

Air Caraibes Madras kit

Debuting leading Italian menswear brand Boggi onboard, this kit combines sophisticated design, style and quality with Boggi toiletries. formia.com

This blends the quality of SWISS with the cleverness of Victorinox to create a durable zipped bag/ tin offer with all the versatility of a Swiss army knife. cliponboard.com

A blend of dopp kit and clutch, this compact bag features a hand strap and includes WANT Les Essentiels and vitruvi toiletries. Facilitated by BUZZ. aircanada.com



Eva Air Royal Laurel kit

This Georg Jensen duo-bag kit features a black saffiano bag with a detachable chocolate-brown companion bag. It features 3LAB toiletries. buzzproducts.com


Eva Air Ferragamo kit
















A collection of six thick branded neoprene kits styled around the Belgain fashion house Essentiel's range and including Rituals toiletries. gategroup.com







Brussels Airlines Business kit






A stylish, foldable unisex bag with two interior pockets and featuring luxury Unicskin toiletries. Can be used post-flight as a clutch bag. kaelisgroup.com




Air Europa Business kit









Six pouches with external designs and internal destination-focused inclusions chosen to reflect the landscapes and vibe of Portugal. skysupply.de

Offered in four shades of blue, the pouches are made of waterproof diving suit material and include comfort items and Clarins toiletries. bayart-innovations.com

Read full product details at onboardhospitality.com/awards

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Air Astana Business kit

Air Mauritius Business kit

Air Tahiti Nui Business kit

American Airlines Business

Asiana Airlines Business kit

Etihad Business kit

Icelandair Business kit

Japan Airlines Business kit

Lufthansa Business kit

Reflecting the style and luxury of haute couture brand Oscar de la Renta, this high-end kit combines quality and functionality with a wide range of toiletries. formia.com

These two new bags in four colours were designed to reflect Cole Haan's 'zerogrand' retail line. They include C.O. Bigelow toiletries. Facilitated by BUZZ. aa.com

These hard-shell, stackable boxes are designed to reflect Iceland's natural Stuðlaberga volcanic rocks. Available in two different colours and sizes. gategroup.com

This Christian Lacroix amenity kit uses leather-effect material to create a simple but elegant black and cyan clutch bag branded 'Christian Lacroix Voyage’. formia.com

This redesigned L´Occitanebranded amenity kit is made from 100% cotton canvas and comes in two modern colourways. spiriant.com

A bold and durable pouch adorned with a vintage paisley pattern and striking colours, and including luxury ETRO toiletries. Facilitated by WESSCO. jal.com

Designed to reflect Tahitian culture and beauty traditions, this vibrant kit contains locally-sourced Heiva tolietries for an authentic experience. formia.com

This unisex wallet-style kit features the toiletries and colours of the Acqua di Parma brand. It doubles as a folio and buttons to create a valet tray. Facilitated by BUZZ. etihad.com

Celebrating its 100th anniversary, the iconic white crane logo adorns this round rebranded amenity kit, styled to be sportive and elegant. spiriant.com

Read full product details at onboardhospitality.com/awards

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SAS Business kit


Developed in partnership with a number of luxury Scandinavian brands chosen for their sustainability credentials. Offered in three colours. flysas.com

United Airlines Business kit A soft-sided clutch-style bag with Cowshed toiletries is part of the partnership with New York retailer Saks Fifth Avenue. Facilitated by Linstol & WESSCO. united.com

Virgin Australia Business kit This stylish and functional vegan, jet black leather pod features a range of natural and uber-cool Hunter Lab unisex skincare products. buzzproducts.com

Entries for 2020, open online from Sept 1, 2019


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


Air Caraibes Premium kit

Produced in a silky soft fabric, this kit design reflects the onboard pillow and replaces plastic materials/components with ethical fabrics. anaik.com






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

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



Eva Air Premium kit

Lufthansa Premium kit

Delta Premium kit

Eva Air Premium kit

A monochrome design that reflects the iconic style and minimalistic attitude of partner brand Sport b. Features Scaramouche + Fandango toiletries. galileowatermark.com

A leather-feel navy blue TUMIbranded amenity kit with six comfort items including Malin+Goetz toiletries. Facilitated by BUZZ. news.delta.com

Featuring five designs of key network destination landmarks, this reusable, foldable shoulder bag has post-flight use to help cut the use of plastics bags. spiriant.com

A multi-functional kit created in collaboration with Italian fashion label Furla and including toiletries from French brand Payot. formia.com

Step forward and shine in 2020 #OBHAWARDS AWARDS Read full product details at onboardhospitality.com/awards

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Ec on



Offered in six vibrant colours, this soft and sturdy felt kit includes a neck pillow and shoe horn plus essentials. Facilitated by Anaik. airastana.com

Garuda Economy kit

An ultra-light kit with modern reinterpretations of classic Indonesian designs to reflect the nationĘźs culture. Facilitated by WESSCO. garuda-indonesia.com








Ec on



om y

om y

Air Astana Economy kit


Air Mauritius Economy kit

Decorative rectangular felt pouch with neck strap is made from recycled PET bottles and branded with iconic ocean prints. Comes in two colourways. formia.com

Qatar Airways Economy kit A limited-edition pink amenity kit offered in support of Breast Cancer Awareness Month. Functional but also a powerful symbol of QatarĘźs values. formia.com







Ec on

om y

Qantas Economy kit

Designed with the environment and innovation in mind, this kit is made from PET spun from recycled plastic bottles turned into a workable, felt-like fabric. formia.com

There is some really creative thinking around Economy kits, adding local colour and interest or a thoughtful back story to amenities in this cabin

Want to see your product showcased here? Entries for 2020 open Sept 1. All entries enjoy huge exposure on our website thoughout the voting period as well as through social media and within the magazine. Plus, finalists are invited to a free awards presentation and networking event in Hamburg to hear who has won and why! Entries for 2020, open online from Sept 1, 2019

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

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Best for onboard




Wines, cocktails and spirits packed in an innovative 100ml PET tube as a single-serve format designed to save time, space and weight. foodcase.nl

Brewdog Clockwork Tangerine A citrus craft IPA that was paired with gourmet gummy sweets by gateretail in an Oktoberfest promotion designed to get passengers talking and build on the craft beer trend. brewdog.com



Be A ve LI S ra ge T s

Tubes wines and cocktails



Be A ve LI S ra ge T s

Public Coffee Roasters coffee

Quality coffee from Hamburg with a back story. Cones in a patented vacuum-packed cup for a fresh-brew experience. retailinmotion.com

Smaller bespoke brands are moving up the beverage menu as passengers look beyond the big names for interesting tastes and a story

Be A ve LI S ra ge T s

Wheatley Vodka

A small-batch, American craft vodka with a crisp, clean taste and hint of vanilla. Chosen by United as an up-and-coming product from Sazerac Brands. wheatleyvodka.com

On the Rocks cocktails

Three fresh cocktail options in convenient pre-mixed format. Created using all natural ingredients, cane sugar and no preservatives. hawaiianairlines.com

Winners announced

APRIL 1, 2019

in Hamburg and online at:

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

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Best for onboard

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

Salad Shaker Collection

High-quality locally-sourced salad components for Jet Blue. Packed within an ergonomic transparent shaker pot with cutlery. bravotv.com

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

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

SATS Culinary Consultants A panel of celebrity chefs from the APAC region created new native dishes for all classes. Top collaborations and branding without extra costs. sats.com.sg

SWISS Saveurs

A collaboration with Globus Delicatessa and Retail inMotion to offer premium Swiss signature dishes like planchette and fondue. swiss-choice-gva.com

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

Qatar Tasting Menu Platter

A new meal experience consisting of a variety of smaller dishes (savoury and sweet) with dipping sauces & condiments, all with stylish bespoke presentation. qatarairways.com.qa

It is clear we are moving on from just offering passengers something to eat and drink to a new era of offering them inflight dining experiences


Eurostar Cocktail Bar

Bringing the glamour back to shorthaul travel, this stylish London bar offers passengers complimentary drinks served by charismatic mixologists. eurostar.com

Creamer in a stick

A silky smooth 100% pure creamer product (without additives or E numbers) packed in a contemporary, easy to open, strong but flexible package. pritchitts.com

Ryanair - Barilla Bolognese This Maccheroni Alla Bolognese comes in a unique ready-to-serve square split tray separating sauce and pasta until with the passenger. retailinmotion.com

Read full product details at onboardhospitality.com/awards

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Best use of onboard



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Tech that enables inflight connectivity, giving access to products and services that rely on real-time data such as booking and messaging. airfi.aero

Bang & Olufsen headsets

American Airlines claims to be the only carrier in the world to offer high-end Advanced Noise Cancelling headsets in both First and Business. aa.com


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Inflight dual screen live TV

Offering passengers live TV on the seatback screen, their own device, or both at once. A Panasonic collaboration with five news & sports channels. exploreamerican.com



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United's new IFE system

An extensive Panasonic IFE suite that includes accessibility features to assist those with all types of visual, hearing or mobility impairment. united.com

Dance24 by Airfi

Dance24 offers exclusive rights to stream major global dance music events, festivals and DJ sets to the airline & worldwide travel markets. airfi.aero

Winners announced

APRIL 1, 2019

in Hamburg and online at:

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

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We create memorable products. Whatever you're looking for, we have the perfect combination. VISIT US AT WTCE 2019 — LSG GROUP BOOTH 1D20 (HALL 1) Read full product details at onboardhospitality.com/awards

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19 08:57

Best for onboard














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Turkish Airlines toy set

Air Europa food tray

Alitalia kids kit


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Five superhero characters explore the world in search of fun in this colourful kit, facilitated by BUZZ. Include meal box, soft toys and activities. qatarairways.com



SIA kids range with Disney

This new service tray for little ones makes mealtime fun. It includes hidden games inside and on the back to enjoy while they eat. aireuropa.com



Qatar Oryx kids club

A soft felt backpack from AK-Service, with activities and games for kids aged 3-12. Features augmented reality stickers that link to a smartphone. ak-service.ru

Star Wars, Frozen, The Incredibles and Mickey Mouse are included in this star-studded tie-up. Pencil case, stationary, plush toys and activities feature. buzzproducts.com




Rossiya Airlines children


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Six character-based kits designed to keep little ones busy. Each contains paper and pencils, stickers and quizzes in a pack that can be kept for later. kaelisgroup.com




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Air Astana kids kits




The Play Natural Toy Set was created by Adventure Group. These aviation-themed wooden toys come with a retro cotton pilot hat. adventuregroupltd.com

Postcard-shaped kit with a strong focus on entertainment. It also has amenities such as a toothbrush. Converts to pencil case for use after the flight. bayart-innovations.com

It is exciting to see new initiatives reflecting the trend towards sustainability and a growing interest in technology within kids' kits

Saudia's Creature Crew

The Creature Crew introduces fun, new characters to help kids understanding their journey in a bid to eliminate fear and uncertainty when travelling. buzzproducts.com

Read full product details at onboardhospitality.com/awards

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Best for onboard


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Alessi for Delta

Bone chine from Dibbern and ash wood trays from Uccellino combine as the German carrier gives its Dine on Demand experience an elegant restaurant look. spiriant.com


Five premium crystalline glasses, designed with sommeliers, to optimize oxygenation and emphasise flavour of wines in the sky. gategroup.com



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New cutlery set - WestJet This custom-made cutlery set from Sola Airline Cutlery is being introduced as part of WestJetʼs Business Class revamp this year. sola-airlinecutlery.com








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The collapsible drawer can be interchanged with a standard drawer, yet has the advantage of freeing up space after service. rmtglobalpartners.com

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Collapsible drawer - United

The carrierʼs revamped Business service is built around restaurantstyle dining, with a non-skid tray and specially-created light bone china. gategroup.com




Cathay Pacific service

The quality of products and the thought going into the functionality of service equipment onboard is very impressive


Muse wine glass collection



Lufthansa First Class Dining

A range of 86 products that bring a stylish twist to Delta's premium cabins. Includes flatware, cutlery and ceramics. Facilitated by BUZZ. news.delta.com


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LATAM waste management A two-part system with a rotable drawer that can be folded down after service to create space for the specially engineered waste bag. spiriant.com







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Service trays – United

As well as being easier for the crew to handle, these sophisticated and lightweight chrome and black trays fit with the premium Polaris cabin style. galileowatermark.com

Read full product details at onboardhospitality.com/awards

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Best for onboard




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250ml Tetra Spring Water

Pure Welsh spring water from Radnor Hills in 250ml cartons made out of sustainable paperboard. Cartons have a foil tab so no straw is necessary. radnorhills.co.uk




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Virgin Australia cutlery

A 100% compostable single-use cutlery pack. Includes cornstarchbased cutlery and bamboo fibre napkin. Supplied by Global-C. global-c.nl



Soft airline blankets that are made from 100% recycled plastic drinking bottles. Supplied by BUZZ, they are featured onboard Emirates, Jetstar and EVA Air. ecothread.co



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Air Europa water container This new container from Agua enCaja Mejor is 100% recyclable, produced with no CO2 emissions and made of 75% plant-based material. aguaencajamejor.com


Frescoryl toothpaste tablet

The natural tootpaste brand now comes in tablet form so brushing is not necessary. Supplied by Formia and featured by Tahiti Nui, SNCF France and Corsair. frescoryl.com



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ANA Neal's Yard Remedies All Nippon Airways' Business amenities kit with organic skincare brand Neal's Yard includes a store discount voucher. Facilitated by WESSCO. ana.co.jp

Coconut blueberry porridge Frozen heatable porridge made using the juice of blueberries and coconut milk. Vegan and lactoseand wheat-free. Featured by Lufthansa. evertaste.com

Repreve economy blanket

Fleece blanket made of 30% Repreve fibre, supplied by Global-C. Repreve is made from recycled PET water bottles and fibre waste. Featured on WestJet. global-c.nl

Read full product details at onboardhospitality.com/awards

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Best for onboard





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Premium cheese service

A premium cheese service created to improve presentation, crew handling and shelf life. Pre-portioned cheese and smart 'rip n flip' packaging. en-route.com










Qatar signature caviar service Caviar with quenelled soured cream, organic egg, shallots, blinis and fresh Melba toast, offered on bespoke tableware for added wow factor.qatarairways.com.qa

Suppliers are clearly responding to on the ground trends with products that are engaging, tasty and smell fantastic



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

Beemster cheese bun (KLM)

Delta choc chip cookie tray

Icelandair pizza and olive oil

High-quality flavoured hot bread roll with sustainable cheese, offered in ergonomic, sustainable packaging to appeal for buy-onboard. beemsterfoodservice.nl


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Margherita mini calzone

A hot, filling and universally popular folded pizza, listed by easyJet, maximises the airline’s oven capacity by being well designed. gategroup.com

Served warm, these cookies are wrapped in open sachets in a checked design and served from the basket as a complimentary mid-flight snack. dfmarketing.de

A boxed hot snack featuring Italian pizza margherita, accompanied by two flavours of evoo olive oil – basil or chilli – for passengers to season to taste. montevibiano.it



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Tapas platter concept

Spanish and Italian antipasti shelf-stable platters which can be customised with five different small items for complimentary service or buy-on-board. foodcase.nl

Qatar char sui pork bao bun A traditional Hong Kong bao bun generously filled with char sui marinated pork belly and sticky Asian BBQ sauce. montysbakehouse.co.uk

Read full product details at onboardhospitality.com/awards

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Ham & cheese toastie

Level tear and share bread

Mr Lee's noodles

Ryanair pizza and fries

United breakfast tacos

Virgin Australia cheese tray

A toasted sandwich containing generous portions of ham and cheese in a Vienna-style loaf, precut and charred to add appeal. A JetStar top seller. en-route.com

Combining the top-selling snacks of pizza and fries, this is a veggie and child-friendly option offered in funky split packaging. snackboxtogo.com

A collection of flavoured/infused doughs, hand-shaped around premium cheeses and flavoured seasonal dips. Ideal for sharing or meal deals. gategroup.com

Designed to bring the street food, taco trucks trend to the sky, these innovative tacos come in two flavours in ovenable overwrap to allow moisture release. united.com

Premium noodles full of authentic oriental flavours, low in salt, sugar, saturated fats & calories. No MSG or palm oil. Gluten-free and with two vegan options. mrleesnoodles.com

Cheese and crackers in a compartmental pack with apricots and walnuts as accompaniments to enhance service. Offered in a branded sleeve. en-route.com

Winners announced

APRIL 1, 2019

in Hamburg and online at:

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

V4 Awards Preview-2019.indd 205

3/14/19 09:09 PM

Best for onboard









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Etihad Duxiana programme A duvet, pillows, sheet, mattress protector and bedspread from the Swedish specialist, styled like a luxury hotel experience. Facilitated by WESSCO. duxiana.com

American Airlines bedding

This Casper collaboration includes plush, retail-type pillows, duvet, blanket, pJs/slippers and two-inchthick latex mattress pad. Facilitated by WESSCO. casper.com






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Lufthansa Dream collection A pillow, large branded blanket and mattress topper created in collaboration with renowned German bedding specialist Paradies. spiriant.com

SIA Lalique loungewear

Long-sleeved top with chest pocket displaying the Lalique logo in tonal embroidery, and matching drawstring pants to match. Offered in a tote bag. formia.com

Thai Airways First sleepersuit Unisex, light and comfortable Italian Boggi Milano sleeper suit with sporty half-zip pullover and drawstring trousers. Facilitated by Bloom Intertrade Co. thaiairways.com













Virgin Australia sleeper suits

These 100% cotton, v-neck sleep suits are adorned in futuristic silver branding and available in three sizes. Offered in a reuseable mesh pouch. buzzproducts.com

Retail-style, branded products from specialists in their field are transforming the textiles offered onboard and taking comfort to a new level

United pyjamas

These 100% cotton pyjamas feature classic branding with United blue piping accents, a decorative Henleystyle neckline and raglan sleeve cut. buzzproducts.com

Read full product details at onboardhospitality.com/awards

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Air Canada Cafe Kit

Available on request, the kit includes an ultra-light red fleece blanket for extra warmth, an inflatable neck pillow, eyemask and earplugs. Facilitated by WESSCO. aircanada.com




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EVA Air EcoTHREAD blanket This environmentally-friendly ecoTHREAD blanket is made from 100% recycled plastic drinking bottles, as certified by independent Intertek. buzzproducts.com

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Westjet Repreve blanket

A soft fleece blanket made of 30% recycled fibre, manufactured from post-consumer recycled PET water bottles and pre-consumer fibre waste. global-c.nl


Uniquely, the Onboard Hospitality Awards finalists are decided by online voting and expert judges' online scoring - it's peer-to-peer recognition of the most relevant kind. Those eligible to vote are our readers - the buyers and suppliers of onboard hospitality. These are the people best placed to recognise a good product or service, an innovation or step change development. These are the people, you and your industry colleagues, we put our trust in to select worthy finalists. Almost 21,000 votes were cast by over 1,500 industry players with expert knowledge and experience in the field.


Thank you for voting. If you didn't vote, be a part of it next year – you just have to be a subscriber to the magazine. onboardhospitality.com/subscribe

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

V4 Awards Preview-2019.indd 207

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Best use of onboard



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American Airlines sleep set

This collaboration with Casper aims to reinvent relaxation onboard with premium bedding, superior loungewear and slippers. Facilitated by WESSCO. aa.com



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The first natural mint toothpaste to be offered in tablet form. Used without water or brush, anywhere and at anytime. Chemicals-free and very light (1g). frescoryl.com







Frescoryl toothpaste tablet

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Eurowings Flyyourveda meal A pair of frozen meals inspired by Ayurvedic tradition. With a box made from recycled materials it includes a salad, hot entrée, dessert, nuts and tea. evertaste.com




Lufthansa Cumuli slipper

SWISS skincare with Soeder

American Airlines Calm app

Mohksha Dew mocktail

Mohksha Fresh mouth range

UPPY! The genius flyer

This elegant, dark blue slipper is branded, padded and velvety to touch. Super soft and fluffy it offers a home-away-from-home feel onboard. skysupply.de

Served by Sri Lankan Airlines and made from local spice cinnamon with energising, mood-enhancing, anti-inflammatory and anti-oxidant properties. ceyloncinnamon.net

100% natural skincare products created exclusively for SWISS and presented in a neat set of trays for the aircraft and lounges. cliponboard.com

Mohksha Fresh is a mouth freshener/tooth pick with a sweet, aromatic fragrance. It is all-natural and organic with mouth freshening properties. ceyloncinnamon.net

An inflight collaboration with Calm, the #1 app for meditation and sleep and Apple’s 2017 App of the Year, available in the seatback and on personal devices. calm.com

A well-being drink now in two flavours – one (improved) for inflight, one energy version with added caffeine – used to aid recover. uppyflyer.com

Read full product details at onboardhospitality.com/awards

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Not yet onboard



100% Biodegradable Cup

AstroKids Inflight Pacify

Better Air for cabins

Bread Bites Collection

Breakfast Toasting Box

Cherry Bakewell Scone

Closed Loop Recycling

Coffee Trolley


This cup wil biodegrade in the soil, without the need for industrial waste treatment facilities, which are still scarce, expensive and not used in airline catering. gategroup.com

Passengers will be able to enjoy the smell of bread warming in the oven as these rolls are cleverly packaged in ergonomic, ovenable cardboard boxes. gategroup.com

Able to recycle even contaminated food containers, this system allows airlines to continue to use PET and CPET single-use products in line with new regulations. global-c.nl

Designed to keep children occupied for as long as possible, these boxes are filled with enjoyably fiddly treats made with all-natural food ingredients. evertaste.com

A hot and healthy breakfast snack of sourdough bread, speedily toasted in a bag, with a choice of sweet or savoury toppings, plus a breakfast oat drink. gategroup.com

L'OR barista-quality coffee can be freshly brewed in seconds by this lightweight, half-size trolley, which offers everything from a flat-white to a cortado. gategroup.com

This first probiotic spray for cabins repeatedly releases billions of micron-sized Enviro-Biotics to purify air and clean surfaces. Also comes in a travel-size bottle. kaelisgroup.com

This classic soft and crumbly scone is a teatime treat, whether complimentary or as a purchased item. Has an 11-day ambient shelf life. haywood-padgett.co.uk

Staff no longer need to waste time counting inventory, with this app they take a photo and items are automatically counted, with 90% accuracy. countalytics.com

Read full product details at onboardhospitality.com/awards

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Disposable Bamboo Cup

ECR GoFree

Food pairing box

Free-from dessert pots

Hillshire Snacking


Made from fast-growing grass that requires no fertilizer and selfregenerates from its own roots, this cup is a truly sustainable option. Can be printed. wkthomas.com

Gluten-free and vegan, each of the light deserts in this range consists of a trio of layers, each developed to deliver a different taste and texture. evertaste.com

The industry’s first compact handheld terminal, with an inbuilt Miura PED, accepts contactless payments globally, even when offline ecr.co.uk

Typical airline snacks have a shelf life of 20-30 days - these premium meat and cheese snacking plates, with natural proteins, last for up to 120. hillshiresnacking.com

Taking food pairing to new heights, this slimline box contains information on the wine, Beemster cheese and crackers contained inside. tubes.nl

A first-to-market, all-in-one fruit smoothie bowl containing grains, nuts, seeds and fruit. Only needs added milk or water. No need to refrigerate. joybolfoods.com

Step forward and shine in 2020 #OBHAWARDS AWARDS Read full product details at onboardhospitality.com/awards

V4 Awards Preview-2019.indd 210

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Mediterranean Mezze

Motus Ad Platform


Pop pot

Designed to help passengers kill time, this fully customisable box of Mediterranean snacks has an ambient shelf-life of up to nine months. evertaste.com

This collapsable cup weighs only 110g when fully open and holds a 'grande' 475ml. Can be collapsed to a 'medio' 350ml or a 230ml espresso. pokito.net

With this ad-server connected to their IFE, airlines can execute advertising campaigns inflight, giving them access to a new â‚Ź198 billion revenue stream. motus.aero

An innovative lidded box with integral fork that pulls apart to transform from pot to a bowl. Can be filled with a variety of dishes. montysbakehouse.co.uk

Oceanware Fine Shell China Oceanware, from Malton Inflight, is made in the same way as traditional bone china, but with seashell ash, making it suitable for vegans. oceanwarechina.com

Recycling center

This modular recycling centre can be arranged to suit an airline's own service using Gispol's speciallydeveloped clip-on interlocking system. gispol.pt

Want to see your product showcased here? Entries for 2020 open Sept 1. All entries enjoy huge exposure on our website thoughout the voting period as well as through social media and within the magazine. Plus, finalists are invited to a free awards presentation and networking event in Hamburg to hear who has won and why! Entries for 2020, open online from Sept 1, 2019

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

V4 Awards Preview-2019.indd 211

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Samsonite amenity kits

Space-saving wine bottle

Spirit of Zing cocktails

Thann amenity kits

TUBES Winetasting

Wellness programme

Inspired by the iconic Firelight retail trolley, the bags coordinate with the eye mask, socks and earplugs case and contain three Clarins skincare items. formia.com

Gulf Air's premium long-haul passengers will be presented with these amenity kits made with sustainable fabrics and filled with goodies from Thann. formia.com

Award-winning and fully-recyclable, this stackable flat bottle combines the space-saving features of a bagin-a- box with the elegance of a Bordeaux bottle. garconwines.com

Containing three single-serve tubes of wine, the box also includes tasting notes and information on the wineries. Suitable for Business Class or buy-on-board. tubes.nl

Hand-crafted in small batches using bespoke bitters and liqueurs, these pre-mixed cocktails give a world-class mixology experience at 35,000ft. gategroup.com

Panasonic is aiming to improve passenger wellbeing with a suite of solutions to reduce background noise, tailor lighting and neutralise cabin air. panasonic.aero

Winners announced

APRIL 1, 2019

in Hamburg and online at:

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

V4 Awards Preview-2019.indd 212

3/14/19 09:14 PM

WELCOME ON BOARD. Defining the future of the global passenger experience industry. Four leading events, one week, one destination. Delivering content, driving innovation and developing connections to transform your business. Showcasing the latest cabin interiors, inflight entertainment and connectivity, passenger comfort, catering, retail offerings and software technology to create the ultimate passenger experience. Register at passengerexperienceweek.com

In co-operation with:

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Organised by:

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IT’S HERE: THE ONBOARD COFFEE REVOLUTION Jacobs Douwe Egberts and gateretail bring you a most revolutionary coffee experience up in the skies. Barista quality coffee in 10 delicious varieties.

Learn more at World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stands 4C10, 4C20, 4D20

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TAKING CONTROL OF OUR FUTURE Revolutionizing our way of doing business. Let’s create a more sustainable world together.

Learn more at World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stands 4C10, 4C20, 4D20

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Learn more at World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stands 4C10, 4C20, 4D20

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Profile for BMI Publishing Ltd

Onboard Hospitality 78 March/April 2019  

The hub for news, views and top trends in travel Hospitality. This edition: WTCE preview, Awards finalists, news, views and top trends

Onboard Hospitality 78 March/April 2019  

The hub for news, views and top trends in travel Hospitality. This edition: WTCE preview, Awards finalists, news, views and top trends