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SHOW GUIDE: EVENT HIGHLIGHTS

Collaborate to innovate November 12-13, 2019

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We create memorable products. Whatever you're looking for, we have the perfect combination.

FIND OUT MORE ON WWW.SPIRIANT.COM

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WELCOME / 3

Thank you to our sponsor, partners and all our Forum exhibitors! FORUM-ASIA SPONSOR

STREET FOOD FESTIVAL PARTNER

EXHIBITORS

SM

W

Let's talk

elcome to our second Onboard Hospitality Forum – Asia, within the FTE-APEX Asia EXPO. Our goal is to bring technology and hospitality experts together in the company of airline product developers, and provide a platform for connections, creativity and progressive conversations about the onboard experience. Inflight catering, wellbeing, design and innovation specialists are all standing by to meet you in our dedicated hospitality zone and we have created some engaging conference sessions to inspire you in the EXPO sessions. The daily 'Street Food Festival', in association with APOT, was a great success last year and we look forward to bringing you a genuine taste of the region's hospitality there each lunch time. We believe the event provides great opportunities to network and share best practice in the region, building on the established APOT tradition. With over 80 exhibitors and 2,000 buyers expected, this is clearly the place to be if you want to be involved with the fast-growing APAC region. This is ‘where good taste meets technology’, read all about it in this issue and we look forward to seeing you there!

ard Craig & Julie look forw to seeing you on the show floor and in the conference sessions EDUCATION PARTNER

'Street Food Festival' 12.00-15.00

at our Onboard Hospitality Forum

Contents 4 Around the Stands • 8 Forum Floorplan • 9 Awards Spotlight • 10 Conference Highlights • 12 Inflight Catering in Asia • 14 Premium Passengers • 15 Accessibility for all • 16 Sustainability in Action • 18 Customer Experience • 19 Plastics Ban Update

Onboard Hospitality is published by: BMI Publishing Ltd, Suffolk House, George Street, Croydon, Surrey CR9 1SR, UK +44 (0)20 8649 7233 • PUBLISHER: Sue Williams, EXHIBITION DIRECTOR: Craig McQuinn, EDITOR: Julie Baxter, SENIOR DESIGNER: Louisa Horton, PRODUCTION MANAGER: Clare Hunter, PRODUCTION ADMINISTRATOR: Steve Hunter, MANAGING DIRECTOR: Matt Bonner, CEO: Martin Steady • © BMI Publishing Ltd 2019. Whilst every effort is made to ensure accuracy, BMI Publishing Ltd cannot be held responsible for any errors or omissions • Get yourself connected online

CELEBRATING EXCELLENCE IN AIR, RAIL & CRUISE

 @OBHMagazine  Onboard Hospitality at linkedin.com W: onboardhospitality.com

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4 / SHOW GUIDE

Around the stands The Onboard Hospitality Forum – Asia is shaping up to the best yet with highly relevant inflight speaker sessions and some key hospitality exhibitors

BEEMSTER

MONTY'S BAKEHOUSE A global leader in food-to-go solutions, Monty’s Bakehouse is bringing a delicious range of beautifully packaged foods to the show. The company has offices in the UAE and the UK, and secure manufacturing capabilities across the UK, EU and ME. A South East Asia unit opens in 2020. The portfolio includes handheld hot snacks, hot pots, patisserie and bakery products. All are created by award-winning chefs who this year won an Onboard Hospitality award for the Cathay Pacific BBQ Char Sui Bao Bun. Its UK

TABLE T6 Innovation Centre houses an insight-led brand and packaging design team which develops innovative service concepts. Matt Crane, CEO, will be on the EXPO stage (see page 16). montysbakehouse.co.uk

Beemster premium Dutch cheese is a traditional Gouda from the countryside of North Holland. Founded in 1901, Beemster cheese is made by a cooperative of small family farmers and master cheesemakers. Beemster cheeses are rich, full of flavour and available in a range of ages, as well as with flavours mixed into them. Nutrition and sustainability combine with great taste and premium quality for a memorable passenger offer. beemsterfoodservice.nl

STAND B15

BAYART INNOVATIONS With over 30 years of know-how in supplying high-quality airline items, Bayart Innovations provides solutions tailored to airline and airline passengers’ needs to create an unforgettable onboard experience. The team offers design, production and delivery services with a focus on ethical approaches across the supply chain. Bayart Innovations is constantly seeking to create a unique experience for the

STAND B9 passenger through aesthetic materials like velvet, felt and neoprene, and incorporates them in fashionable designs. bayart-innovations.com

'Street Food Festival' 12.00-15.00

at our Onboard Hospitality Forum

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SATS

STAND B5/T8 The SATS team places people and purpose at the heart of its business. With a technology-driven, people-led approach, it creates innovative food solutions that nourish communities. By combining decades of expertise with culinary innovation, the team enables more people to eat well by providing healthy, nutritious and great-tasting meals. As Asia’s leading provider of food solutions and gateway services, its signature dishes and seamless connections delight customers across more than 60 locations and 13 countries. Find out how the team feeds and connects Asia at: sats.com.sg

GLOBAL-C

FORMIA

Global-C designs, manufactures and delivers inflight products for airlines across the globe. The team is passionate about striking the right balance between quality, function and value. Global-C currently has over 300 products flying worldwide, and in the past 12 months it has designed and delivered over 200 projects to clients. Global-C, a winner of an Onboard Hospitality award for the Qantas ovenable Noodle Box, is about to launch a compostable or recyclable version of the Noodle Box along with the highly successful liquid-proof Meal Box. global-c.nl

STAND B18

STAND B4

FORMIA offers tailor-made premium guest and inflight service amenities, including kits, bags, cosmetic and comfort items. Recognised for its gifting concepts and exclusive brand collaborations, it has forged a distinctive design approach and focuses on innovation. It has an extensive portfolio of brand partnerships from the luxury, travel, lifestyle, and wellbeing sectors. It uses its expertise to identify the most appropriate strategic fits, enabling brands to optimise their visibility and impact while adding value to the airlines’ proposition. formia.com

SOLA AIRLINE CUTLERY

STAND B1

Sola Airline Cutlery is a specialist in airline cutlery, servicing more than 95 airlines. It has a solution for every style, service requirement and price-target. Following the upcoming ban on

single-use plastics, the company has developed a new series of light-weight cutleries. Its stainless steel designs are fully circular against disposable prices, and it has a premium hollowhandle fine-dining design for First and Business service. sola-airlinecutlery.com

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TUBES

STAND B15 TUBES produces and distributes single serve wines, cocktails and spirits by the glass. The drinks are packed in innovative glass and RPET tubes that are created from 100% recycled materials. The product comes in a single serve format in three sizes (100ml, 50ml and 35ml). The tubes can be customised in branding and content, and offer airlines space, weight and cost-saving benefits. The product won Onboard Hospitality's Best Onboard Beverage Award in 2019. tubes.nl

SPONSOR SPIRIANT develops innovative inflight concepts that optimise the entire supply chain, drawing on over 20 years experience in the airline market to customise every concept. spiriant.com

SKINNY GENIE Skinny Genie stands first and foremost for great tasting food that also happens to be healthy and gluten free. The team behind the products believe life is a balance and strives to create products that support holistic health and wellbeing. All the food is made by hand, designed to be healthy and indulgent. The team says: "Everybody needs the right mix of food and nutrition, mind and relaxation, exercise and fitness. Our range aims to support that important balance." skinny-genie.com

TABLE T5

STAND B8

EASUN

A leading manufacturer, Easun specialises in high quality goods including blankets, slippers, indoor shoes, pillows, brushes and amenity kits. It is focused on design, quality and logistics. easun-tourismarticles.com

INTEX COMFORTS

STAND B10

Based in China, with a European sales and marketing team, Intex has been supplying passenger comfort products to the airline industry for over 20 years. It offers clients manufacturing expertise and factory prices, and provides a complete range of comfort products including duvets, blankets, mattress toppers, pillows, linen, airsickness bags, traymats, snack and meal boxes. In response to growing demand, the company also has a comprehensive range of environmentally-friendly materials and solutions. intexcomfort.com

BEIJING DAPENG This headphone supplier offers noise-cancelling headsets and headphones for First, Business and Economy, all made to ARINC 628 standards. STAND headset.com.cn

B19

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ZIBO RAINBOW Zibo Rainbow is based in Zibo City, China and has five factories specialising in the design, manufacture and supply of inflight products. Its offer includes sleeper suits, blankets, duvets, towels,

ORVEC

STAND B14 Orvec is a market leader in the design, supply and manufacture of woven and non-woven products to the airline, healthcare and hospitality sectors across the world. Orvec's commitment to its customers stretches from the initial conception of the design right through to the delivery of the finished product. It prides itself on its ability to reduce the customers’ supply chain burdens and complexities. Orvec's products are supplied worldwide to support all elements of passenger comfort and care. orvec.com

DOFOOD

amenity kits, snack bags, airsickness bags, paper cups, plastic products, chinaware, stainless steel cutlery and glassware. All its facilities are ISO 9001:2008 certified for STAND quality management and B12 environment assessment. sino-rainbow.com

LINSTOL

DOFOOD has 28 years of experience serving quality ambient onboard meals to renowned airlines and catering kitchens worldwide. Singapore Airlines, Air Asia, Cathay Pacific, Thai Lion, Lufthansa Airways, LSG Sky Chefs and SATS are among its list of prestigious clients. It believes logistics and labour costs, waste, hygiene risk, and problems with quality control are greatly reduced with ambient meals. As the airline industry continues to lean towards ready-to-eat alternatives, DOFOOD aims to provide the best innovative solutions to its clients, and is halal certified. dofood.com STAND

B2

STAND B16 Linstol believes airline travel should be inspired. Since SM 1993 its team of idea makers, collaborators and creators has been taking airline product ideas to new heights. It specialises in full product customisation of inflight passenger comforts and delivers products that align with each airline partner’s brand. Recently Linstol has launched a collection of bamboo singleuse napkins. The napkins are made from 100% renewable natural bamboo fibers, offering more absorbency than standard napkins and an ultra-soft feel. linstol.com

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CELEBRATING EXCELLENCE AND INNOVATION FOR THE ONBOARD HOSPITALITY INDUSTRY IN AIR, RAIL AND CRUISE AWARD CATEGORIES AMENITIES • BEVERAGE • CATERING INNOVATION • FOOD SERVICE EQUIPMENT • KIDS ONBOARD • SNACKS • SUSTAINABILITY • ONBOARD TECHNOLOGY • TEXTILES • WELLBEING • ONES TO WATCH

NEW AWARD

CABIN CONCEPT OF THE YEAR 2020

Recognising innovation in the passenger experience This prestigious airline award will recognise cabinwide innovation created by multiple touchpoints. Share your new cabin vision be it in style, service, catering or comfort

Cabin Concept of the Year 2020

ENTER FOR 2020 BY DECEMBER 1, 2019 onboardhospitality.com/awards

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Floor plan Street food festival area

B19

T1

T2

T3

T4

T5

T6

T7

T8

B8 B10

B4

B1

B2

B14

B18

B5

B15

B16

B12

Stand Exhibitor

Stand Exhibitor

B1

Sola

B14 Orvec

B4

FORMIA

B8

Easun

B2

DOFOOD

B5

SATS

B9 Bayart Innovations B10 Intex Comforts B12 Zibo Rainbow

*correct at time of going to press

B9

B15 Beemster/TUBES B16 Linstol

B18 Global-C

B19 Beijing Dapeng T5

Skinny Genie

T6 Monty's Bakehouse T7/T8 SATS

Join us daily at our 'Street Food Festival' set between Stages 1 and 2, and the place to be for networking and some tasty treats lunchtime

12.00 to 15.00 onboardhospitality.com

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10 / SESSION SCHEDULE

HOSPITALITY HIGHLIGHTS - Tuesday November 12 • STAGE 1: PREMIUM PASS HOLDERS ONLY 09.00 Official EXPO opening 09.05

Opening Keynotes: Welcome from: Daniel Coleman, Founder, Future Travel Experience, and Joe Leader, CEO, APEX and IFSA. Inspirational Keynote: Derek Wang, General Manager, Alibaba Cloud Singapore - from futuristic hotels to voice assistants for cars, Alibaba is disrupting many sectors – what can we learn from them? Plus CEO perspectives with Karam Chand, CEO, Royal Brunei Airlines and Bryan Thomspon, CEO, Abu Dhabi Airports

11.15

Pioneering Digital Transformation with Jerome Thil, VP Digital Innovation, Singapore Airlines Group, and Daan Debie, Director Engineering & Architecture, KLM Royal Dutch Airlines

12.15

A fireside chat on digital transformation with progressive thinker Ravinder Singh, Chief Information & Innovation Officer, Tata Singapore Airlines Vistara

14.00

Taking customer experiences to the next level. Julie Baxter, Editor, Onboard Hospitality moderates a session exploring Airbus’ vision for the cabin of 2030 with Ingo Wuggetzer, Vice President Marketing, Airbus; looking at what it takes to achieve 5-star status with Keith Yates, Chairman, Yates+Partners; and gaining insights on handling disruption from Vivian Lo, GM Customer Experience and Design, Cathay Pacific Airways

16.00

Inspiration from Japan on innovation and passenger experience excellence with Akira Mitsumasu, Vice President - Global Marketing, Japan Airlines; Hide Isomura, Chief Digital Officer, ZIPAIR; and Jose Oller, Executive Vice President Operations, Peach Aviation

17.15 FTE Exclusive - New product launches from Xiamen Airlines presented by Chen Yizhen, Chief Service Officer, Xiamen Airlines 18:15

FTE-APEX Asia EXPO Reception & Awards After Party

• STAGE 2: OPEN TO ALL 10:00 Delivering hyper-personalisation to passengers before, during and after the trip with Mike Tansey, AAPAC Travel and Hospitality MD, Accenture 10.15

Startup Pitch powered by the FTE Startup Hub with Ryan Ghee, Head of Strategy, Engagement & Content, FTE

11:30

Tech briefings on the show floor

12.45

An Indonesian procurement masterclass on how suppliers should engage with private and state owned air- transport organisations in order to secure business, presented by Gunardi Minah, GM Marketing, Lion Air

13:00

Baggage trends and visions

14:30

Tech briefings on the show floor

16:00

Inflight catering in context. APOT shares insights into the demands of the Asian market and why hot, quality cuisine is at the heart of the region’s culture and customer expectations with Jeremy Clark, CEO, APOT; Happy Keerthi Hapugasdeniya, Founder, APOT, and George Banks, culinary consultant

16.45

CX Innovation session: Moderator: Julie Baxter, Editor, Onboard Hospitality with Maria Sathasivam, Manager Product Development, SriLankan Airlines; Garen Moreno, Director, Strategic Partnering, BMW Designworks; Akira Mitsumasu VP - Global Marketing, Japan Airlines; and Yuichi Ishihara, Creative Director and Head of Japan business, tangerine

17:45

FTE-APEX Asia Awards Ceremony: Award presentations and recognition for airlines from across the region that recently achieved 4- and 5-star status in the 2020 APEX Official Airline Ratings

*correct at time of going to press on November 5

12:00 - 15.00 Ribbon cutting and official opening of the Onboard Hospitality/APOT Street Food Festival

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HOSPITALITY HIGHLIGHTS - Wednesday November 13 • STAGE 1: PREMIUM PASS HOLDERS ONLY 09.00 CEO Keynote Session: Moderator: Daniel Coleman, Founder, FTE, brings inspiration from across the Pacific on reimagining guest experiences with Barbara Yamamoto, Chief Experience Officer, Los Angeles World Airports and on becoming the world’s first truly digital travel company with Javed Malik, Group Chief Operating Officer, AirAsia 10.45

The next generation of 'always-on' passengers. Threat or opportunity? Moderator: Joe Leader, CEO APEX and IFSA, with research results from Dominic Walters, Vice President Marketing Communications & Strategy, Inmarsat Aviation, and panellists including Jack Mandala, CEO, Seamless Air Alliance and Nigel Fanning, Head of Product & Ancillary Revenue, Jetstar Group

13.15

Inspiration from the FTE Ancillary Advisory Board on driving ancillary revenues with Nigel Fanning, Head of Product & Ancillary Revenue, Jetstar Group, who'll share an ambitious dynamic retailing project that intersects personalisation of product and pricing

13.30

The future of airline e-commerce & ancillaries debated with Trevor Spinks, Senior Director, Audience Strategy & Development, Sojern, Nigel Fanning, Head of Product & Ancillary Revenue, Jetstar Group, Apple Ignacio, Director, Ancillaries, Cebu Pacific Air and Gunardi Minah, GM Marketing, Lion Air

15.00

The APEX Regional Passenger Choice Awards (PCAs) Ceremony

• STAGE 2: OPEN TO ALL 09.00

Premium Passenger Symposium: How do we advance the experience, and loyalty, of premium passengers on the ground and up in the air with Keith Yates, Chairman, YATES+partners, and Mark Ross-Smith, Airline Loyalty & Big Data Expert, New World Loyalty

09.45

The future of IFE & Connectivity with Joe Leader, CEO, APEX & IFSA, and Olivier Krueger, CEO, Lufthansa Systems

11:00

Tech briefing on the show floor

12:00 - 15.00 Onboard Hospitality/APOT Street Food Festival 12.00

Sustainability inflight: Moderator Julie Baxter, Editor, Onboard Hospitality explores how competitors across the airline supply chain are working together to support airline corporate social responsibility and environmental priorities with Matt Crane, CEO, Monty’s Bakehouse; Dino Pertsinidis, Head of Global Supply Chain, SATS Group, and Lauren Costello, Executive Director, IFSA

12:30

Accessibility for all: A dedicated focus and deep-dive interview on an important case study setting the standard for accessible IFE with moderator Julie Baxter, Editor, Onboard Hospitality, and Corinne Streichert, Senior Manager, IFEC Marketing, United Airlines, who will share the story behind United Airlines' new accessible inflight entertainment system

13.00

Tech briefing on the show floor

16.00

EXPO closes

Onboard Hospitality Forum-Asia is bringing you the authentic flavours of Asia. Join us here at our ‘Street Food Festival’ and networking in association with APOT

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The human touch

A

Jeremy Clark, APOT’s CEO, reflects on the tech revolution transforming hospitality in Asia. Hear more from him in the Inflight Catering Innovation session on Stage 2

sia's tech startup scene is getting hotter by the minute. Investment is soaring as businesses rush to be a part of the region's huge, youthful market which is experiencing rapid growth from evermore mobile-savvy consumers. From Singapore to Ho Chi Minh City, leading hubs are competing to become the next Silicon Valley – keen to host successful startups as well as the many investors and institutions that support them. Technology, as a result, is making its mark everywhere in Asia and hopefully

helped ensure you had a seamless and trouble free journey to FTE this year. Or maybe you were in fact held up by a ‘systems failure’, as has plagued KLIA in Malaysia as well as Air Asia, Cathay Pacific and others. Technology it seems, has not yet turned out to be the Utopia we were promised when it comes to travel but clearly momentum towards ever-more complex and sophisticated technology, that manages the travel experience for us, is gathering pace. Earlier this year our Asia Pacific Onboard Travel (APOT) annual

gathering was held in China’s technotropolis, Shanghai, and the evidence of this change was clearly prevalent. Everything ran through the tech from frequent flier accounts, reservations, baggage handling and, most aggressively, up-selling – for everything from seats to onboard food. There were apps for everything and it is clear that in emerging markets like China, businesses often rely completely on these, forgetting altogether that in their absence, or failure, there are other ways. The revolution is certainly underway

STAGE 2

November 12, 16.00 Inflight Catering Innovation in Asia

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but let’s not pretend it is all about ‘customer satisfaction’. It isn’t. The drive towards technology came originally from the West and was primarily about saving costs. What works in the West however, may not work in Asia, and vice versa. The travel industry is still on a learning curve with issues to address.

Infrastructure

Asia certainly leads the world in new airport construction and growth but these are mainly at major cities. Regionally, Asia still struggles with older, smaller airports and patchy technological and physical infrastructure. So as airlines invest in new systems they have to be sure to reach the farthest corners of their network. If not, the weakest link can slow down the entire operation and dramatically damage reputations. Airlines like Air Asia are growing quickly and specialising in nonhub and remote destinations, some of which struggle to keep up. Implementing complex technology into remote places is

proving harder than advertised. Penang, although far from remote, is an example of this with constant overcrowding and delays at checkin. Airlines blame governments for their slow reaction to change and lack of investment. Governments in turn say airlines should pay more for the changes. Stuck in the middle, the hapless passengers suffer!

Cost

Employing check-in staff, bag handlers and caterers costs less in Asia. The cost of technology however is the same worldwide so the cost/benefit ratio is much finer to balance. Nonetheless airlines see this as the future so invest in passenger-driven technological support where they can. In time, it will equalise, but in the meantime, the conundrum of technology vs cost, and when to invest, will perpetuate.

Hospitality

At the FTE in Singapore we see technology and hospitality come together. While the innovations brought to the show are exciting and clever, as you wander around the Onboard Hospitality Forum Asia area and enjoy the APOT-supported Street Food Festival, ask yourself which elements of the passenger experience have most impact and greatest appeal. Whilst we may struggle to remember a faceless robotic check-in or fancy pre-ordering app, we generally don't forget a great meal or drink served onboard with a genuine smile. If you are among those committed to bringing ever-more automation into the travel experience, just don’t forget to maintain a balance: it is not only cost over benefit that ultimately matters but the human experience you offer, that's what will count for the most in the long term. •

12.00-15.00 at our Onboard Hospitality Forum - Asia Join us daily in the dedicated Onboard Hospitality zone to meet catering and hospitality exhibitors as you sample some wonderful flavours of the region and treats perfect for onboard service. There will be tasty offerings created by the SATS culinary team and Monty's Bakehouse, Skinny Genie, Beemster, Tubes and DOFOOD

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How to...

ensure satisfaction Experience guru Keith Yates has worked with a host of top-ranked airlines. Hear his insights on the premium passenger experience during FTE-APEX Expo UNDERSTAND THE TREND

There has been a move away from luxury products towards the luxury journey. Yates explains: “Customers today are more motivated by memorable, emotional experiences, inspired moments of hospitality.”

STAGE 1

November 12, 14.00

STAGE 2

November 13, 09.00

FOCUS ON NEED

He believes this means passengers have three key requirements inflight: to be listened to; to feel recognised, and to be made to feel special. “This can be applied to an experience in Economy just as much as in premium cabins – it is about reaching out and touching the human spirit,” he says, citing Garuda, awarded five-star, World’s Best Cabin Crew and number one for Economy in 2014. "They simply focused on reaching out and touching the human spirit to achieve this remarkable outcome."

create hospitality moments and engage immediately,” says Yates. “Mindset training helps your crew value including, connecting and interacting in a genuine, fluid way. There's such beauty in this simplicity.”

EVOLVE THE MODEL

UNDERSTAND HOSPITALITY

Yates notes: “Hospitality is the new buzz word. Everyone wants to be a hospitality provider. This simply means making customers feel 'included'. People want to feel included, connected, and the future is all about connection. Presence is everything. Ensuring your crew are truly present is the secret for success.”

LEARNING IS KEY

The first five minutes are the most important. "That is when customers are deciding if they made the right decision to fly with you or not. So

FACT FILE PE and Business seats brought in an additional revenue of approx $30bn in 2019 YATES+ believes it takes 12 days training to transform crew mindset and

personal skills to ensure real presence and a superior service Where current service models load two meals per person, dine on demand carriers require 1.6-1.8 meals

In the longer term, Yates believes the service model should change. “Halt the routines, burn the trolleys and throw away the trays. Dine on demand is the most exciting ingredient in long-haul premium travel. Customers who have experienced it, love it. It is a real breakthrough for customer happiness. It is hard to deliver as we have to engage, listen and react but ultimately it saves on food cost, generates far less waste, and pushes satisfaction scores up. Move away from dine on crew demand and watch how that impacts your NPS scores.” •

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Access all areas United Airlines is winning plaudits for its onboard accessibility initiatives. Learn more from United's Senior Manager IFEC Marketing, Corinne Streichert, on the Stage 2

U

a search function to find movies, screen with two fingers. The volume, nited Airlines’ latest programmes or audio; live text news speed and pitch of the voice can be entertainment system, and weather reports, and video ratings changed according to preference. winner of this year’s from IMDb. Users can then swipe left or right to Onboard Hospitality Best Unique to United are a relax mode, select content or search by dragging Use of Onboard Technology Award, and end-of-video recommendations of their finger across the screen while the seems to indicate a step change in the other things to watch based on flight content is read out to them. When they onboard experience for all. time, favourites and previously watched want to select the content, they simply Created after more than 20,000 content. A split screen option allows double-tap the screen with one finger. hours of research, the system includes passengers to watch a movie and the Passengers in premium cabins can also industry-leading features such as audio flight map at the same time. navigate using the remote control. descriptions for blind passengers, textThe inflight entertainment system, to-speech functions, and, for deaf and Onboard Hospitality Award's judges which was three years in the making, hard of hearing customers, subtitles on commented: "This product takes the comes in 15 languages and allows movies and TV programmes. passenger experience to a new level and passengers to create their own Passengers with limited vision sets a new benchmark for other airlines movie-, TV- or audio-playlists. can adjust the text size, turn to follow. It is an investment which Other features include on higher-contrast text to sends a strong caring message." • make it easier to read, STAGE 2 and invert screen colours November 13, 12.30 THE BRIEF: United wanted to ensure all passengers, regardless to cut glare. There is also 'Accessibility for all' of vision, hearing or mobility issues, could enjoy the full range of United IFE deep a magnification feature seatback IFE as part of its wider commitment to accessibility. dive that enlarges parts of the The airline worked with a number of technology partners, screen and adjusts colour including Panasonic Avionics, to create a bespoke system to filtration to aid colour blindness. premiere on the Boeing 787-10 ‘Dreamliner’ aircraft, which Those who can’t see enough to use operates on both domestic and international routes from these features can navigate the IFE Newark, Los Angeles and San Francisco. using the text-to-speech function, which is easy to turn on by triple-tapping the

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Sustainability in action

F

It’s time to act, and time to collaborate. That was the conclusion of the first Onboard Hospitality Sustainability Summit. Now you can join the debate at the Onboard Hospitality Forum – Asia. Julie Baxter reports

planet from a range of independent ive inflight supplier environmental experts. Each stressed competitors have joined the growing urgency of tackling aviation forces to spearhead progress towards greater sustainability CO2 and cabin waste and urged Summit delegates and decision-makers to give across the onboard supply chain. the issue their determined attention. Representatives from Monty’s The Summit unanimously recognised Bakehouse, Global-C, SPIRIANT, the challenges of En Route and finding reliable NowNewNext, along information and with environmental trustworthy, truly experts and Join the debate at sustainable long-term representatives from our Sustainability solutions. Delegates Qatar Airways, British Session on agreed the urgent Airways, Iberia, TUI Stage 2 need for the industry and Gatwick Airport to collaborate across have now committed competitive boundaries to develop a to, and formed, a proactive working deep end-to-end understanding of the group, The Airline Sustainability environmental impact of the onboard Forum (ASF). cabin-waste supply chain, from which The initiative follows the first Onboard Hospitality Sustainability Summit, hosted to develop global strategies to reduce waste, improve cyclability and minimise in partnership with Monty’s Bakehouse, environmental impacts. in the UK. The Summit brought together Delegates agreed the greatest need nearly 30 representatives from the was for a third party independent world’s leading airlines and suppliers advisory body for the sector, and The of onboard hospitality. All have a Airline Sustainability Forum will now shared interest in establishing a better develop a short paper summarising the understanding of the sustainability objectives for that advisory body. issues facing the sector, want to identify The ASF will also identify the common goals, and establish a binding research and data analysis required commitment to non-competitive to fully understand the end-to-end collaboration. environmental impact of the cabin and The group heard hard-hitting F&B supply chain worldwide; and find facts about aviation’s impact on the

methods for assessing the packaging substrates and products used. This work will be made open source to the entire aviation sector to encourage further collaboration; the aim being to encourage the aviation industry to come together to agree consensus on a way forward. The second Sustainability Summit will reconvene in early February to agree the next steps in the collaboration but you can join the debate and learn more in the Sustainability Session at FTEAPEX Asia EXPO on Nov 12. Or contact ideas@montysbakehouse.co.uk. Also joining the Sustainability Session will be Dino Pertsinidis, Head of Global Supply Chain for SATS Group, where the attention is on sustainable ingredient sourcing and positive provenance. SATS has been a part of the Singapore Airlines 'Farm to Plane' initiative and sources certain produce from two local farms for flights departing Singapore. It is also working with the airline to identify local vertical farms to work with, building on SIA's initiative for New York departures where Aerofarms grow crops for onboard catering, indoors using aeroponic technology. IFSA's Executive Director, Lauren Costello, will also update the session on the association's initiatives on this topic. •

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Challenge processes

Reinvent se Face the regulations

wa Manage

rvice

Find packaging solutions

Cut weight Retrain mindsets

ste

Balance demands

Begin the debate

STAGE 2:

November 13, 12.00 Hear insights from across the supply chain on how suppliers can support airline CSR and environmental priorities and navigate eco legislation

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18 / SESSION PREVIEW

Infusing style The eyes of the world are on Japan. Yuichi Ishihara, from tangerine, and Akira Mitsumasu, from JAL, share their customer experience collaboration on Stage 2

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xactly one month after Tokyo won its bid to host the 2020 Olympic games, Japan Airlines (JAL) announced it had signed a purchase agreement for 31 A350s, plus options for a further 25 aircraft. The airline issued an international tender competition to select a design partner and armed with three decades of work with Japanese companies including Nikon, Toyota and Seiko, tangerine won the brief, inheriting with it the challenge of outfitting the widebody A350s. “Until now JAL’s brand image has been quite traditional and domestic, but with 2020 they knew they needed to be more international and modern, while still retaining that Japanese feel,” tangerine’s Creative Director & Head of Japan Business, Yuichi Ishihara, says. After conducting interviews and workshops with executive management, the firm landed on a strategy for the project it calls 'Infused Essence'. “We start with a tradition: be it culture, architecture or behaviour and then look at how we can bring a contemporary

STAGE 2

November 12, 16.45 Customer Experience Innovation

element that appeals to international travellers,” Ishihara says. “It’s all about playing with double imagery and messaging.”

in Japanese culture, created through suggestions of boundaries rather than physical borders. Texture also plays a significant role in Japanese spatial design, so the rhythm Soft touches The challenge was of the cabin interior Emphasis is on the to turn the essence was created through ‘soft side of the of Japanese culture changing textures. customer experience’, Ishihara adds: he explains with a into a cabin with focus on the intangible international appeal "The exclusive FirstClass cabin sets the elements, and careful benchmark for premium domestic consideration of subliminal behaviour travel. The bulkhead wall features and feelings that truly enhance the a pleated form inspired by origami, customer’s experience. which beautifully diffuses the feature "The mood of the cabin is welcoming lighting. A relationship with nature is and spacious, yet cosy. It is the first and a key part of Japanese culture, so our only A350 to feature dark side walls challenge was to bring elements of bringing a more intimate feeling to the the natural world into a manufactured cabin, contrasted with a pure white environment." ceiling that reflects light into the space." The strategy has also been retrofitted The division of the interior space is across JAL's B777 international fleet. • reminiscent of the divisions of space onboardhospitality.com

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05/11/2019 17:33


SESSION PREVIEW / 19

We're advocating for understanding in a changing market Lauren Costello, Executive Director at IFSA, turns the spotlight on government advocacy for the industry and the challenges of singleuse plastics legislation

STAGE 2

November 13, 12.00 Learn more at our Sustainability Inflight Session

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he International Flight Services Association (IFSA) was founded in 1966 and now has bases in Washington, DC, and Brussels. It is actively addressing key issues of the day from food safety regulations and labelling requirements to single-use plastics. A partner of APEX and FTE, IFSA is a global association of more than 35 airlines and 125 airline caterers and suppliers, and it is pleased to be a part of the Onboard Hospitality Forum - Asia, joining the Sustainability Session on Wednesday 13 November, alongside Monty’s Bakehouse and SATS. IFSA will use the opportunity to focus on the European Union’s Single-Use Plastics Directive. Adopted in June this year, the directive is designed to reduce the environmental impact of certain plastic products. The association has long been representing the industry on such critical public policy matters, and earlier this

year, with the support of major airlines and caterers, it greatly expanded its advocacy programme in response to the growing challenges of the new regulations being proposed around the world. The IFSA programme includes ongoing engagement with regulators to communicate the industry’s position on important issues, and educational activities raising awareness of the unique aspects and challenges of the airline catering sector. The programme is strategically directed by IFSA’s Government Relations Steering Group and Government Affairs & Education Committee. It is driven by an EU Task Force, IFSA staff in the U.S and Europe, and IFSA legal counsel specialising in food industry issues. The Single-Use Plastic (SUP) Directive features different legal requirements applicable to the food and drink sector. The single-use food and beverage items covered by it, and therefore of

concern to IFSA members, include food containers, cups for beverages including caps and lids, beverage containers, bottles, cutlery, straws and stirrers, packets and wrappers. Key for airlines and the airline catering industry, is the ban placed on the market, and the consumption reduction requirements due to come into effect in mid-2021. The European Commission is now working on an elaboration of guidelines for this legislation, to provide EU member states with a ‘reference point’ when implementing the SUP directive. The Commission is consulting directly with IFSA as a relevant stakeholder and IFSA continues to share its position on the EU Directive with the European Commission to help clarify the directive’s scope and help members better anticipate its likely impact. For more information on IFSA and its advocacy programme, do feel free to contact me at: lcostello@ifsa.aero. •

onboardhospitality.com

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05/11/2019 17:39


NOURISHING COMMUNITIES

ONE PERSON’S PURPOSE CAN CHANGE TOMORROW.

At SATS, we place purpose at the heart of our business and into the hands of our people. Each one of us has a role to play in enabling SATS to feed and connect Asia. We adopt a technology-driven, people-led approach towards creating innovative food solutions that nourish communities. By combining decades of expertise with culinary innovation, we enable more people to eat well by providing healthy, nutritious and great-tasting meals. As Asia’s leading provider of food solutions and gateway services, we delight customers with our signature dishes and ensure seamless connections across more than 60 locations and 13 countries. Find out how we feed and connect Asia at sats.com.sg

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04/11/2019 30/10/2019 15:24 10:11

Profile for BMI Publishing Ltd

Onboard Hospitality Forum Asia show guide 2019  

Welcome to our second Onboard Hospitality Forum – Asia, within the FTE-APEX Asia EXPO. Our goal is to bring technology and hospitality exper...

Onboard Hospitality Forum Asia show guide 2019  

Welcome to our second Onboard Hospitality Forum – Asia, within the FTE-APEX Asia EXPO. Our goal is to bring technology and hospitality exper...