Onboard Hospitality 71 June/July 2017

Page 1



Mega bites Technology moves up the food chain



changing demands TO

adapted solutions

Travel in transformation Our world is changing at an increasing pace, confronting our industry with a wide range of challenges. At the LSG Group, we focus on supporting our customers individually to help them manage these transitions. This year’s WTCE was a great chance for us to showcase the way we serve the biggest challenges in travel business, for a seamless and powerful approach. Explore more Watch our WTCE video on our LSG Group YouTube channel:



Inside this issue... BEVERAGE


45 Focus on... British tea

93 Focus on... Waste

47 In conversation with

recycling with DHL

Ayele Solomon, the Honey Wine Company

94 How to... transform a


48 Focus on... Vit Stix/


95 In conversation with

Squash Stix

Professor Russell Foster

49 Take your pick: Cocktails

96 Take your pick:

male grooming products 97 Opinion: Rob Britton on United and crisis care





26 Catering trends 33


In conversation with Michel Emeyriat, ceo Servair

66 New products

34 Take your pick: Cheese 37

Opinion: Roger Williams on his love of lunch


In conversation with: Sheelagh Mahoney, Portfolio

40 Fresh versus frozen 43 Focus on... Deutsche

Bahn hospitality

TECH TALK 79 PEC / AIX review

74 Taste of Travel Theatre 76 ToT new arrivals


86 Trends to watch 89 Opinion: Marc Warde on pre-purchase 90 How to... work with buyers



57 In conversation with Roland Grohmann, md, Formia 58 How to... design a cabin

for leisure

80 Focus on... Inmarsat


81 In conversaton with Job Heimerikx, AirFi

63 How to... ensure

82 How to... make IFE seat-centric 84 Opinion: Matthew Jensen on wearable tech 85 Take your pick: New digital realities

Opinion: Jeremy Clark on tagging and tracking trains challenge planes




Industry update

24 In debate: Is it time for a new industry guild? 65 New arrivals: Fruchee 98 Galley gossip 100 Global Perspective 102 Events



SALES & EDITORIAL Publisher: Sue Williams

sue.williams@onboardhospitality.com Editor: Julie Baxter

julie.baxter@onboardhospitality.com Deputy Editor: Laura Gelder

Disruption rules



s a journalist perhaps I have an unnatural fascination with language usage but has anyone else noticed the recently changed meaning of the word 'disruptive'?

Contributing Editors: Steve Hartridge, Andy Hoskins, Jo Austin (For Taste of Travel

enquiries: jo.austin@onboardhospitality.com)

Contributing Writers: Cameron Roberts, Benjamin Coren, Jeremy Clark, Nik Loukas, Roger Williams, Rob Britton, Marc Warde, Ariane van Mancius, Richard Williams (For IFEC enquiries:

When a child is disruptive at school it's a bad thing, right? When my colleague is late for work because of transport disruption, again this is not good. But suddenly, I hear disruptors are the new kings of cool - they are innovators and blue sky thinkers, they are the ones looking outside the box. There may be an aura of danger around them, making traditionalists nervous, but by and large it seems they are now portrayed as a good thing; a fresh wind blowing new ideas into an industry, stirring things up and making new stuff happen. Certainly disruption, good or bad, is defining the onboard hospitality industry at present. Those recognised in our 2017 Awards, and particularly our One to Watch winners, are among those standing out and doing things differently, so well done to all of them; but well done too to the many innovations we saw at WTCE, and good luck to those industry leaders forced to face disrupted catering models and the fast-paced disruptive force of technological change touching everything. For creative types, disruption is stimulating and exciting; a chance to shake things up; a time for reinvention. We're excited to report on it all in this issue. It is time to embrace disruption – time to create a whole new normal.


DESIGN & PRODUCTION Creative Director: Matt Bonner Designers: Louisa Horton, Ross Clifford, Monica Notarnicola, Zoë Tarrant Production Manager: Clare Hunter Production Controller: Steve Hunter Subscriptions: Kay Fisher


Julie Baxter Editor, Onboard Hospitality

Managing Director: 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 2017. Whilst every effort is made to ensure accuracy, BMI Publishing Ltd cannot be held responsible for any errors or omissions. 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

Don't miss this...

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


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


Our next Onboard Entertainment & Connectivity supplement will be out for APEX in September, covering IFEC trends and innovation. Contact: Richard Williams


For the latest onboard news and interesting quick reads don't miss Onboard Hospitality Weekly our regular enewsletter, now read by over 14,000 key decision makers. Contact: Julie Baxter


Check out page 7 for full details of all the 2017 Onboard Hospitality Awards winners and follow our online coverage to learn more about them & their products. Contact: Sue Williams



The 2018 Onboard Hospitality Awards will be open for entries on September 1. Watch out for full details in the weekly enewletter in coming weeks to give your product the chance to shine.


Our Editor, Julie Baxter, Publisher, Sue Williams and IFEC specialist, Richard Williams, look forward to seeing you in Long Beach as they tour the stands at the IFSA Expo, AIX and APEX.






WINNERS ANNOUNCED CONGRATULATIONS TO ALL THOSE RECOGNISED IN THE 2017 ONBOARD HOSPITALITY AWARDS Buyers and suppliers of onboard catering and services gathered at the Radisson Blu in Hamburg as the winners of the 2017 Onboard Hospitality Awards were announced...









n a hotly-contested process organised by Onboard Hospitality magazine, the 2017 award winners each received a silver salver celebrating their success in ten onboard categories. In addition, the One to Watch category recognised six products not yet onboard but actively targetting the onboard market. The finalists were chosen by Onboard Hospitality’s readers – the buyers and suppliers of onboard hospitality – through an online vote, with the ultimate winners then chosen by a panel of independent industry experts. The judges were asked to assess the finalists based on the following criteria: First impressions, Quality, Durability, Lifespan, Weight, Usefulness, Design, Functionality, Taste, Content, Adding to the Customer Experience.

The response to our awards has

been inspiring. Over

1000 readers cast over 13,000 votes through our online poll to identify our finalists and then our

knowledgeable and highly-respected

judges made the final selection. Many congratulations to all our winners and finalists

who were chosen from an impressive line up of entrants JULIE BAXTER Editor, Onboard Hospitality

More info and judges' comments at onboardhospitality.com

Lifetime Achievement Award

In recognition of the fact that there are some great people behind the products and services in the onboard hospitality industry, Onboard Hospitality also presented its annual Lifetime Achievement Award. This year, recognising the much-respected Antony Edwards During almost 30 years with Cathay Pacific, as the regional catering manager Europe and Middle East, Antony’s name became synonymous with quality control. His professionalism and thorough knowledge of his field made him a well-recognised and highly-respected name in the catering industry, often asked for advice. Antony saw the expansion of Cathay Pacific into a true global airline and has been in high demand as an industry expert on numerous panels and forums since. His diplomatic skills always allowed him to tackle sensitive and ad-hoc situations smoothly. Known as an ‘excellent professional and a true gentleman’, he also worked for the iconic American carrier Trans World Airlines [TWA], based at Heathrow and covering Europe and the Middle East, as well as for Australian carrier Qantas.





WINNERS & FINALISTS BEST FOR ONBOARD AMENITY KITS (Economy) WINNER: Formia - Qatar HIGHLY COMMENDED: skysupply - Lufthansa Picard kit Finalist: Buzz - Delta Air Lines BEST FOR ONBOARD AMENITY KITS (Business) WINNER: Buzz - American Airlines Cole Haan kit HIGHLY COMMENDED: Wessco - ANA BEST FOR ONBOARD AMENITY KITS (First) WINNER: Spiriant - Lufthansa Jacob Jensen kit HIGHLY COMMENDED: Harmony - Singapore Airlines Finalist: Matrix - British Airways’ Liberty London kit BEST FOR ONBOARD BEVERAGES WINNER: Virgin Australia - St Hallett Barossa Shiraz 2016 Wine with Altitude, supplied by Fine Wine Partners. HIGHLY COMMENDED: Qantas - Four Pillars Australian Gin Finalist: United - Bloody Mary Cart BEST FOR ONBOARD CATERING INNOVATION JOINT WINNER: Air Europa - Inflight Meals by Newrest JOINT WINNER: Brussels Airlines Foodmaker buy-on-board menu Finalist: KLM for Double Layers Dessert BEST FOR ONBOARD SNACKS (Economy) WINNER: Snackbox To-Go - French Fries on Brussels Airlines HIGHLY COMMENDED: United - Dutch Stroopwafel cookie Finalist: Grown Up Chocolate Company - Caramel Smoothy Bars on Virgin Atlantic; Newrest - Krispy Kreme Doughnut on Flybe

BEST FOR ONBOARD SNACKS (First/Business) WINNER: En Route - Power of Pink products on Emirates HIGHLY COMMENDED: FlyFit - 70% cacao chocolate tablets with probiotics Finalist: Gategroup - Cadbury’s Box on British Airways; United - Polaris Dessert Service BEST FOR ONBOARD SERVICE EQUIPMENT (CREW) WINNER: Qantas - Next Generation Bodum HIGHLY COMMENDED: Spiriant Connect Box on Caribbean Airlines Finalist: Swiss for Bento Box BEST FOR ONBOARD SERVICE EQUIPMENT (PASSENGERS) WINNER: CLIP - Bento Box on Swiss HIGHLY COMMENDED: Global-C ovenable liquid-proof paperboard hot meal box Finalist: deSter - Cathay Pacific’s Premium Economy and Economy Tableware BEST FOR ONBOARD TEXTILES (Economy) WINNER: Wessco - Café Kit for Air Canada HIGHLY COMMENDED: RMT Global Partners - Delta Airline’s cabin blanket BEST FOR ONBOARD TEXTILES (First/Business) WINNER: UNITED Polaris Premium Cabin Sleep Amenities HIGHLY COMMENDED: Matrix - The White Company Sleepsuits and Slippers for Qatar Airways Finalist: Qantas - Business class pyjamas BEST FOR ONBOARD KIDS WINNER: Buzz - Singapore Airlines Moana and Star Wars kit HIGHLY COMMENDED: Buzz - Qatar Kit featuring Hasbro Finalist: Wessco - Air Canada; Brussels Airlines - Smurfs Box on Brussels Airlines


BEST FOR ONBOARD WELLBEING WINNER: Swiss - allergy-friendly certification HIGHLY COMMENDED: Kidworks - the Flying Nanny Kids’ Pack on Etihad Finalist: Formia - Saudia Airlines Wellbeing Kit BEST FOR ONBOARD SUSTAINABILITY WINNER: DHL Catering Waste Value Recovery for British Airways HIGHLY COMMENDED: Galileo Watermark - Air Tahiti Nui Business Amenity Kit Finalist: Qantas - sustainably-sourced Brazil Nuts; United for Clean the World Eco-Skies Amenity Kit Recycling Programme BEST FOR ONBOARD TECHNOLOGY WINNER: Spiriant - Skytrack Trolley Tracking on Condor HIGHLY COMMENDED: Virgin Trains - BEAM app Finalist: Buzz - Qantas Q Bag Tag ONES TO WATCH - Our category for products not yet onboard WINNERS: CLIP – Seawool blanket by Kuan’s Living; Colpac – TOOpac sandwich box; Frankenberg – new Fairtrade Special and Hot Meals FTS Technologies – Flight Butler Kaelis - Rotable High Temperature Casserole dish Matrix - Hydra Active Textiles Range A FINAL WORD We also gave recognition to: • AK-Services • Galileo Watermark. • Harmony • IdeaNova Technologies • Kaelis • Tails Cocktails • Skysupply

More info and judges' comments at onboardhospitality.com














More info and judges' comments at onboardhospitality.com






TR • 20 Y O 18 13 PE AW NS AR SE DS PT • EM BE R1








More info and judges' comments at onboardhospitality.com


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Top stories from across the industry


Air care

Forging innovation

Product debut

BRIC'S luggage brand gets onboard Qatar with Monte Vibiano cosmetics

Spiriant collaborates with Audi on a hat-trick of innovations

Emanuel Ungaro toiletries launch for Aeroflot





Ones to watch Congratulations to six award-winning innovations well worth watching... onboardhospitality.com


industry update Top stories from across the industry

WESSCO adds Elyptol

Championing innovation onboard

WESSCO has signed a partnership with Elyptol to offer its health and hygiene products to airlines. The products contain no toxic chemicals, carry the natural scent of eucalyptus oil and are designed to help reduce infection and the spread of germs amongst passengers. They are natural, effective and have multiple uses suitable for both passengers and cleaning staff. The products are encased in specially-sourced bio-degradable packaging and use a natural formulation based on the effective sanitising qualities of eucalyptus oil. They also have moisturising properties. WESSCO is scheduled to now include Elyptol anti-microbial skin care products in its amenity kits, which are also available in full-size bottle and floor dispensers for airport lounges. wessco.net

ONBOARD Hospitality loves to champion innovation and was pleased to announce six One to Watch award winners identified by our judges as having true onboard potential. Congratulations go to Clip for the seawool blanket by Kuan’s Living - an innovative fabric with a great eco story; Colpac – for the TOOpac sandwich box, a simple but effective way to upgrade the sandwich offer with a separate space for an extra product; Frankenberg – for its new Fairtrade Special and Hot Meals; FTS Technologies – for its Flight Butler wearable crew technology; Kaelis - for its rotable high temperature casserole dish with innovative spec; and Matrix - for its Hydra Active textiles imbedded with aromatherapy oils. We look forward to watching these product fly and continue to showcase them, and all our 2017 award winners, online at: onboardhospitality.com

Live Oil rebranding and saffron addition for Group Soi ITALIAN-based Group Soi has re-branded its range of singleserve extra virgin olive oil dressings with the new name – Live Oil. The new generation of herb-infused olive oils features a re-designed label. The oils are packed in either 15ml PET bottles or 100ml glass bottles and are infused with natural essential oils onboardhospitality.com

extracted from organic herbs and spices. New flavours include wasabi, seaweed peppermint and celery. Each is certified GMO and gluten-free as well as vegan. Group Soi is targetting the Business/ First market with a new brand Crocus d’Oro, incorporating single-serve highend saffron products for onboard service or buy-on-board. groupsoi.com

industry update


BRIC'S gets onboard Qatar BRIC’S has signed an exclusive three-year partnership with Qatar Airways to provide new amenity kits in First and Business. Facilitated by Formia, the BRIC'S deal sees two bespoke premium amenity bags go onboard, inspired by the world-famous suitcase collection. The First kit is a stylish reproduction of the Bellagio rigid suitcase collection, featuring high-tech, lightweight, resistant shells accented with a genuine tobaccocoloured Tuscan leather trim and contrast stitching. The Business kit is a refined reproduction of the Sintesis Collection, distinguished by its asymmetrical and curved shape. All kits will come in four

colours: black, grey, burgundy and cream, and feature skincare products from Italy’s Castello Monte Vibiano Vecchio. formia.com

Linstol sets its sights well beyond headsets LINSTOL is expanding its reach beyond its core headset business with a fast-expanding range of brand partnerships. Today 40% of the company's business is non-headset sales and ceo Mark Russell says this diversification is set to continue. He says: "We are now competing head-on in this wider market and aim to grow our services to airlines by offering quality partnerships with unique brands.

Sweet treats

The company already supplies amenity kits to United and has partnerships with toiletry brands such as Garden Botanicals and Temple Spa. It collaborates with linens specialist Matouk and has added an ecoblanket made from recycled PET bottles to its comfort products portfolio. Other topend partnerships include Osprey London and Meridian Audio for a new headset offering for First and Business. linstol.com

Superfood chocs

DFMi has partnered with Mademoiselle Desserts to create new trend-based desserts. Aimed at U.S consumers is a smores torte with chocolate mousse, marshmallow and cracker crumb. The speculoos cheesecake is flavoured with Lotus biscuit spread, popular in Europe. dfminc.biz

Chocolatiers Saveurs et Nature has a new brand – Ikalia – targetting caterers looking for Fairtrade credentials. Known for its Les Chocolate de Pauline and Les Droles ranges, the company is additng ‘superfood’ products such as chocolate covered cranberries, blueberries and goji berries. saveursetnature.com



Top stories from across the industry

Others come and go, but not us. Our high quality milk portions have been relied upon for over fifty years.


industry update Top stories from across the industry

Nordic flavours for SAS

Spiriant adds new Audi design collections

SAS has launched a new food concept inspired by the Nordic food philosophy which focuses on local, seasonal ingredients. The 'New Nordic by SAS' features a selection of taste experiences based on fresh, local ingredients and pure flavours in new pared down packaging. The concept will appear on SAS domestic, Scandinavian and European flights and the new design is inspired by the takeaway culture. Lunch and dinner come pre-packed in a cube that makes the contents very easy to eat while continuing to work, read or watch a movie. The menu includes Norwegian fjord salmon, Swedish lamb and Danish veal plus locally grown vegetables from Skags Gård farm. Accompaniments such as filled muffins will also be served along with main meals. Major international brands will continue to feature in the range, but the majority of products are from some of the largest brands in Scandinavia. flysas.com

SPIRIANT and the design studio of the Audi Group have developed three collections of onboard service products for premium passengers. The three collections named Smart Comfort, Relax & Recharge and Dine & Delight reflect the team’s predictions for future wellbeing needs and focus on providing passengers comfort and good health while facilitating easy handling by crews. Items in the collections include an innovative sleeping mask with slots for flat headphones (Smart Comfort), a thermal cape to prevent any neck or upper back pain (Relax & Recharge) and a modular tray system that can be configured in a variety of ways (Dine & Delight). spiriant.com

Royal success

Clever process

GREEN Gourmet has been awarded the Queen’s Award for Enterprise 2017 – the UK’s highest accolade for business. The Awards celebrate business excellence and commercial success over a period of years and are chosen by the Queen, on advice of the Prime Minister. greengourmet.co.uk

Inflight Equipment International has a new range of ambient meals with a six-month shelf life. The Australian company, known for its range of chinaware, glasware, disposable packaging, cutlery and linen, has developed a new technology process called MicroThermik production,


which cooks both proteins, carbohydrates and sauces together. The company offers off the shelf meal options or bespoke recipes. Dishes can be reheated up to 175C, are produced to HACCP standards and come halalapproved. Benefits for its customers include no freeze/thaw issues, less inventory and lower labour costs. iei.com.au

Top stories from across the industry

Air Canada upgrades its offer AIR Canada is upgrading livery, uniforms, cabin interiors and onboard menus to mark its 80th year. The airline has worked with British Columbia-based chef, David Hawksworth, and Québec-based sommelier, Véronique Rivest, to develop premium menu choices which showcase Canadian ingredients from across the country. New to the mix is Lavazza premium Italian coffee and Toronto-based Dufflet Pastries’ pumpkin spice loaf on flights to Europe. Rivest has selected a Vineland Estates Winery white wine from Ontario’s Niagara region and Les Athlètes du Vin, a French Pinot, has debuted in Business. The refresh is timed to also mark Canada’s 150th anniversary and ensure the airline better reflects the Canadian spirit. The new livery features a black and white colour scheme with the red maple leaf encircled ensign returned to the aircraft tail fins for the first time in 24 years. Red

accents continue through the airline’s new uniform which is black and charcoal with red accessories. The uniforms reflect the greys, natural tones and reds featured in the new interior cabin design for Air Canada’s international fleet.The new looks will be rolled out through the coming year, starting with the Dreamliners. aircanada.com

Ungaro's onboard debut A new collaboration from AK-Service for Aeroflot brings the Emanuel Ungaro toiletries brand onboard for the first time. The Parisian fashion house brand has been used for Aeroflot’s new Business amenity kits, each of which includes a moisturising face cream and lip balm. Both items have the subtle perfume of l’Eau d’Ungaro, said to particularly suit the tastes of sophisticated passengers. The kits also include an eye mask, dental kit, shoe horn, comb and pen. Following the ongoing success of exclusive pouches featuring ‘the best of’ Aeroflot’s stewardesses, a new range of bags has been introduced for Business passengers extending this collection.

Blue pouches with a classic form are unisex in style and have post-flight functionality. They are a collectable set and encourage interaction with the stewardesses featured. ak-service.ru




industry update

As a farmer owned dairy co-operative with over 120 years’ heritage, we are the market leader in milk portions you can trust.

industry update


Skysupply goes beyond bags Skysupply and Thomas Cook Condor have joined forces to bring a splash of summer colour to its Business cabin. New inbound and outbound amenity kits which skysupply developed, created and produced embed the Thomas Cook corporate identity and are designed for use beyond the flight. “As we developed the new kits we deliberately refrained from creating a classic cosmetic pouch. All products were designed in a way that allows both usage while being in the vacation destination and after usage at home,” says Wolfgang Bücherl, managing director at skysupply. The inbound kit features a pouch made of neoprene containing a dental set, earplugs, grey socks with a yellow toe tip and an eye mask. The mask has a yellow coloured “wake up” side with an alarm clock symbol relating to the sunrise, and a “good night” side coloured in grey with a

moon and star print symbolising the sleeping mode. Outbound passengers get a yellow, zipped, hard shell sunglasses case – with grey and white details – alongside dental set, earplugs, grey socks with yellow toe tip as well as the double-sided eye mask. All items are stored in the sunglasses case. skysupply.de


Top stories from across the industry

Kaelis connects experiences THE Kaelis design team is tapping into the consumer demand for travel experiences by developing tableware ranges evolved around an experiential theme. Pure, Serene, Avant Garde, Flamboyant and Royal are among the latest themes developed into practical onboard table settings created to make onboard service a more interesting dining experience. The Pure range, for example, uses plastics which look like stone to create the illusion of eating out of fragile clay bowls; while the Serene set is a multi-functional collection which draws inspiration from waves and adds a bridge concept to the trayset, with appetiser set over, rather than beside, the main service dining plate. The group is also looking at how

tableware, amenity kits and onboard textiles can be designed, selected and presented as a connected concept to enhance the passenger experience. kaelisgroup.com


We offer a comprehensive range of milk portions, both pots and sticks, so you can choose the format to suit your business.


industry update Top stories from across the industry

People on the move Paul Hunter GALILEO WATERMARK To: SUPPORT EMEA airline CLIENTS From: FORMIA Paul brings extensive experience having started in the industry in the mid 1990s and has worked closely with airline partners. He also has wide experience in hospitality and project management and is solution orientated when seeking a valueadded, cost-effective and marketdriven fit for clients. He is passionate about delivering memorable onboard experiences.

Buzz curates art for Qantas Buzz has worked with some of Australia’s leading artists, photographers and digital influencers to feature their work on the international Business class amenity kits for Qantas. The ‘Qantas Curates’ programme has seen the airline work with professional Australian contemporary art curators to select artworks from 16 Australians specialising in a variety of styles including pop culture, photography, fine art, abstract, Indigenous art and textile design. The new range of amenity kits (eight types for men and eight for women) will be onboard from May 1 with two designs

launching every few months. The bags are positioned as collectibles to take away post-flight and use as make-up bags, an evening clutch or mobile phone storage. Billie Justice Thomson, whose artwork ‘Fairy Bread’ will feature on an amenity kit for women said: “This is a powerful way to share contemporary art, particularly alongside some of Australia’s most talented artists.” The amenity kits include ASPAR products by Aurora Spa (hand cream, lip balm and face moisturiser), a wrap-around eye mask in the same artwork as the kit, Colgate toothpaste, toothbrush, earplugs and travel socks. buzzproducts.com

LSG in Osaka

Addis accolade

LSG Group has signed an agreement with AAS Catering to provide technical services for its inflight catering business. AAS Catering supplies up to 25,000 meals per day to customers including Lufthansa, Emirates, Korean Air, KLM, Air China and Hainan Group Airlines at Kansai Airport, Osaka. lsg-group.com

QATAR Airways has awarded Addis International Catering ‘Best Caterer – Africa 2016’ for the second time since it started flights to Addis Ababa. Caterer performance was rated against several parameters including crew comments, time performance and passenger feedback. addiscatering.com


Colton Tuttle rmt global partners To: Manager of Logistics and Inventory Control From: software engineering and business solutions Tuttle has developed a comprehensive logistics and inventory management application to support all aspects of RMT Global Partners’ logistics. He understands the importance of maintaining an efficient supply chain and will utilise his project management expertise to provide the company's partners with world-class service.

Dawn O’Neill AMI Group TO: director of brand management FROM: Retail inMotion Dawn joins AMI Group from Retail inMotion bringing with her a wealth of knowledge on inflight dining and retail. She will lead the expansion of AMI Group in Europe.

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


Count on us! We’re the only supplier that gives you...




Others come and go but our milk portions have been relied upon for over fifty years

A farmer owned dairy co-operative with over 120 years’ heritage - the market leader you can trust

Quality milk portions in all category formats – both pots and sticks

www.pritchitts.com/blackandwhite Pritchitts is the foodservice division of Lakeland Dairies



In debate

in debate

a common cause? With the collapse of Plane Catering, many are asking how caterers and suppliers can protect themselves in a competitive market? Julie baxter debates the value of an industry guild with lance hayward JB



These are competitive times hoW can caterers and supplIers protect themselVes from fInancIal straIn?

their intended partners and no guild should ever interfere with competitive market forces and commercial decision making. Organisations must remain free to take their decisions based on their own unique set of business circumstances. Inflight catering is a highly attractive but tough and competitive market, and the margins can be extremely thin. It is survival of the fittest and those that succeed tend to be the businesses that strike the right balance between risk and opportunity as well as price and sustainability.

The collapse of any business is always very sad especially for all the staff. It’s absolutely in the interests of caterers/suppliers and airlines to ensure that all take adequate steps to protect themselves, as business partners ceasing to trade invariably leads to additional costs, bad debt, operational and service disruption, and reduced choice in a consolidating market. Is It noW tIme for a guIld to help formalise checks and relationships? It depends on the scope of such an organisation. It would be a mistake to view this as a “them and us” situation between airlines and caterers/suppliers. It is a shared and very real issue for all concerned. Airlines are just as susceptible to financial and competitive pressures as suppliers. The whole industry has become much more adept at robustly evaluating and fully understanding the financial stability and sustainability of




Agreed industry-wide terms and best practise could help protect suppliers from cash flow crisis. Would aIrlInes VIeW thIs as unfaIr protectIonIsm? As I said there should not be a “them and us” situation or interference with the competitive landscape, but you’re probably best asking the airlines. I suspect I know their answer! That said, increased transparency in business performance is becoming the norm in most service sectors and is generally welcomed by all reputable companies.

in debate





Laying down best practise guidelines could help establish noncontroversial terms of engagement. Is there scope for this? There is mileage in exploring the creation of a guild with a board including airlines, caterers and suppliers to establish industrywide professional standards and accreditation and promote transparency and continuous improvement of standards. These could encapsulate existing standards such as IATA contracts and HACCP principles and expand to include food quality, operational excellence, training, security, health and safety, environmental sustainability, financial stability and reliability. The extent to which the industry buys into the concept will depend on the benefits versus cost of membership/ accreditation.

plate” guidelines have been incorporated by new entrants, contracts still tend to be relatively bespoke and depend on the organisations approach to risk and the nature of the opportunity and specific supplier or customer they are dealing with.


To be successful, businesses might have to adopt less aggressive business practice in some circumstances. Is this feasible? Organisations must remain free to take their own strategic and commercial decisions based on their own circumstances. Any attempt to control “aggression” in a market place runs the risk of being viewed as anti-competitive behaviour in the eyes of the law. Not an area I would recommend any guild to inadvertently wander into.


A guild would be able to establish and standardise contracts across its membership for ease of use. Would they sign up or insist their situation is different, too complex?


This has already been attempted by IATA with limited success. While some of the IATA “boiler



Could there be power in numbers? Would a guild give members more leverage? It’s still a strong buyers' market, with relatively low barriers to entry and a queue of new entrants ready to fill the void if anyone breaks ranks. Ultimately, if outsourcing services becomes uneconomic for the airlines, they have the leverage to revert back to doing it themselves. Members usually support each other. Would Guild members really rally to another's cause? Much more constructive would be for a guild to provide its members with an independent and objective assessment of the professional standards of its members and award a quality kite mark when those standards are achieved. This would provide greater transparency regarding performance and allow members the opportunity to choose whether or not they wish to deal with a particular organisation, or at least be clear as to the risks of doing so. • Join the debate. Tell us what you think: julie.baxter@onboardhospitality.com





Catering for change




Catering trends are pushing tech solutions centre stage. Julie Baxter and Laura Gelder discover how industry leaders are responding to the shifting sands of onboard demand VIEW FROM THE TOP

SIMON DE MONFORT WALKER Chief technology officer, gategroup


ew can doubt the catering model is changing, and changing fast. The challenge for traditional catering organisations is how to meet that change, how to stay relevant and how to remain the airlines’ key partner as the onboard hospitality offer evolves. As we met industry leaders during WTCE Hamburg, it was clear the catering giants of our industry now do much more than just catering. Technology is a key part of the catering mix and disruption is being met with diversification on many levels.

Data-based decisions Chief technology officer gategroup, Simon de Monfort Walker, puts it like this: “It is no longer a question of just executing a service in the same way things have been done for 20 years – companies like ours now have to show they can help airlines cope with new

models. The world cannot stand still but even simple changes can be complex to deliver, and our biggest challenges are around the systems to support the emerging demands and complexities of our industry.” Key among these complexities will be preordering, which de Monfort Walker expects will develop fast. He says: “Pre-order for complimentary service has many benefits - less waste and more customer satisfaction. And buy-on-board (BoB), allows you to offer better products, even if it is for a cost. “The key to success here is analytics, data. With lots of statistics to draw on we can clearly predict consumption better. Historically, decision-making has often been intuitive and emotional but increasingly we will give airlines data and evidence of neuro-reactions that show precisely what they should be putting onboard. We will offer airlines the tools, technology and interfaces they need to make scientific quantified decisions.” Perhaps ironically, it is the growth of BoB onboardhospitality.com


ROBIN PADGETT senior vp catering, DNATA

NICOLAS RONDEAU ceo, Flying Food Group


which has helped provide the critical data insights investment made by HNA has strengthened the to drive the change. He says: “Retail finally gave us company’s ability to respond in this fast evolving the information we need. With complimentary service environment he says, adding: “Servair has a deep you can only sample what’s left behind but with BoB excellence in all things culinary, and gategroup has you can see passengers making an active choice. This a lot of expertise and experience in product and information is very valuable. Clear data allows us to logistics. Now we will take the innovations of each to move into a very aggressive drive the organisation forward. mode, with a massively “We see four key areas we dedicated and motivated need to focus on to support team.” our clients: hospitality, We can accomplish a He also acknowledges the execution, technology and competitive edge and pressure coming from the retail. There is no point just bring catering value fast-emerging 'foodie' culture offering amazing concepts, we through segmentation and adds: “lt is a remarkable have to be vastly practical too.” combined with systemtime to be stepping up a gear Comprised of eight different wide logistics and implementing companies with specific change at a time specialities, gategroup will when food is so on trend.” focus on making it easier for airline partners to work He predicts BoB retail will with them by simplifying its interactions with clients. become a much more dynamic “We need the group to be truly connected so we are sector of the business and will tightening up the relationships within the company be tackled head on through and the way we all help the client. Our Centres of the company’s Absolutely One Excellence across the regions ensure innovation and programme: “We have to be very execution are linked in a simplified way.” focused on how we bring great The investment by HNA, he says, helps this ideas to market and have a very process: “HNA has significant experience, it built clean and clear development cycle, Hainan Airlines into a great airline business in China, focused on the passenger experience and which is a massive market, and it has a powerful helping airlines adapt.” and proven network. The management there The merger of gategroup and Servair, plus the wants to invest in innovation and we believe onboardhospitality.com


Above from left: An LSG production line; the passenger experience is as much about Instagram-worthy looks as it is about taste



together we can achieve an accelerated pace of innovation. Gategroup has been very successful in LatAm and Asia, in management, kitchens and supply chains, and has knowledge we can roll out more widely without reinventing everything.”

Best in class partnerships

Above: DNATA is trying to get back to basics and concentrate on good food. Right: Preorder and tech solutions for food supply are here to stay

Eerdman Rauer, ceo LSG Group, doesn’t argue with the predictions of change ahead. But he sees a different route through the challenges. With group brands including Retail inMotion, SkyChef, Spiriant, Oakfields and Skylogistics, he says: “We have a different set up to our peers. While a lot of companies are moving to a packaged product, we believe we can accomplish a competitive edge and bring catering value through segmentation combined with system-wide logistics. We want to show we can help airlines increase efficiency, improve customer satisfaction and improve operations behind the scenes. We have to be the partner of choice and believe we can do that by offering a broad portfolio within which there are many exciting new opportunities. “We have positioned ourselves differently, as best in class, in a disciplined way, stressing our relationships with our brand partners. From an organisational position it is vital that we maintain this separation but we have to think about synergy and common understanding too. The governance all parts of our group have to do is the same, but onboardhospitality.com

front end they can differentiate themselves to ride the market. If they see a problem in their area of expertise, they will be the ones looking for the solutions. This is the formula we will use, giving them the tools to do what each is best at and mixing them to make the perfect cocktail for the client. We favour this set up because in this industry we have to be agile, international and careful about growth. We have respect for our brands and try to see how each can learn from the experience of the other. We have to remain responsive.” But he warns: “Don’t underestimate the disruptive changes ahead. Global influences such as Brexit in Europe, passenger growth in Asia and China or the development of low cost carriers mean it isn’t always easy to know where we are going, but we do know there will be opportunities to develop and challenges to overcome. We have to clean up our structures as we go, evolve, keep competitive and constantly adapt to the needs of our clients. “I’m convinced we have the right strategy. Feedback from airlines is good and while costs and investment is one element, it is what you do with the money that really counts. There is no one with endless budgets, you can go for market share but you still have to address the changes that are happening. We respect what the Chinese (HNA) are doing, we don’t know the end game but we read the strategy as showing we have a fundamentally difference approach. They are going to bricks and mortar, we are looking to our team and their ideas, our products and the way they can match airlines' needs and brand; and our strategic belief is that technology and processes will be key.”


He highlights the range of options offered by Oakfields, ranging from frozen hot meals to package meals and hot snacks brokerage, produced centrally off-airport and standardised for distribution across Europe or the US as an example of how brands and products will adapt. “The future is going to demand many more modular concept options, products that are easy to load, easy to use and based on components which can be Even simple used in many varied ways.”

work for them. We now have an in-house talent management programme which means we can monitor the assets that we have.” He expects the trend for BoB to continue but doesn’t see it as a threat: “The trend for retail onboard has migrated from low cost carriers to legacy carriers, most notably with British Airways’ decision to move to a BoB service for its short haul Economy passengers. This was a bold move and a correct decision. British Airways will not be the last company to do this and I think the next step will be changes can be buy-on-board for long haul complex to deliver, and our routes.” While that may biggest challenges are Focus on food shock some, he insists: “A around the systems to At DNATA, senior vp strong and well-executed support the emerging catering, Robin Padgett, BoB programme can add complexities says it is critical that in value. Charter airlines responding to change are the unsung caterers don’t forget the key issue is food. “We have heroes of buy-on-board. We’ve been to get back to the food. We have 500 chefs across doing it for a long time with them and 15 countries and spent last year trying to really we have the brochures, POS systems understand their skills and flexibility. They have a lot and other tools needed to do it well. of transferable skills. Our only mistake is not pitching “We’re going back to basics and putting culinary it more aggressively to push more skills and expertise at the heart of what we do. airlines to consider it. Looking forward For instance, Chinese airlines are expanding into we’d like to expand our BoB offering Europe and we have Chinese chefs in other areas geographically too. DNATA will continue of the world with transferrable skills which could to grow organically and through acquisitions. onboardhospitality.com


Above from left: Customers increasingly want more information about their food; trends on the ground must go into the air, including the trend for healthy eating. Overleaf: Flying Food Group caters for flyers demanding fresh, healthy food

InnoTrans 2018 18 – 21 SEPTEMBER • BERLIN International Trade Fair for Transport Technology Innovative Components • Vehicles • Systems


There are lots of areas we are looking to move into and Asia looks likely. We’ve been operating in Singapore since the early 2000s and Asia is a great market with a dynamic aviation industry.”

An optimistic outlook With a clear US perspective Flying Food Group’s executive vp sales & marketing, Nicolas Rondeau, says: “It is difficult to predict the future in our world today. Our industry is dynamic and sometimes volatile, and dependent on global economics, fuel costs and other factors. I am an optimist and see continuing trends towards better service and quality for passengers. Passengers continue to value fresh, healthy food and that will drive culinary decisions. He expects airlines to continue investing in onboard catering and says: “Inflight meals are a key determiner of a positive passenger experience: great meals make a difference when passengers choose a carrier and we are proud to be part of this.” He acknowledges that some airline customers have been proposing multiple options for premium passengers, and upgraded options for Economy. Pre-ordering is on their agenda but not yet significantly in demand. “If a customer were to request it, we would certainly team with them to provide affordable, appealing options,” he says. And that is probably the key to surviving disruption from wherever it may come. To keep catering, caterers have to be constantly ready to cater for change. •

Contact Messe Berlin GmbH · Mr. Erik Schaefer Messedamm 22 · 14055 Berlin Germany T +49 30 3038 2034 F +49 30 3038 2190 schaefer@messe-berlin.de

in conversation


the traditional basic catering of economy is dead At the heart of the recent merger with gategroup, Servair ceo Michel Emeyriat, talks integration, tactics and future trends


ntegrating the two businesses really hasn't been hard. They were very complimentary with very little geographical overlap, so a great fit. They reinforce each others strengths – Servair brings the advantages of its culinary capabilities, taking the lead on culinary innovation strategy; while the gategroup team is strong on the delivery side with expertise in technological innovations, onboard retail and product development. The real added value in the integration comes in the power of the network, and the subsequent HNA involvement has offered further opportunities too. Of course we have to be careful of rapid evolution and are in a market that is also changing fast. We want to be recognised by our customers as innovative leaders as the market evolves. It's not just about growth in buy-on-board, it's packaging and presentation, the quality of the offering etc, all are becoming much more important. This means there are many changes coming in terms of our mission. In the next 10 years our job will change

and we have to be ready for that. As market leader we can't just expect growth, if we want to develop we have to find new markets, meet new needs. We are probably one of the very few companies now able to provide food service right around the world with high quality and safety standards but we also have to be capable of offering large, widespread capacity for other activities too. We have to respond to the trends in retail. As with any new opportunity, it requires a strong collaboration with the airlines to release its full potential. They vary in how they want to take it forward and we are trying to help them. We anticipate the retail side will grow 6-8% while culinary will grow 3-4%. Retail will clearly be gaining weight but the culinary element will still be key for Business and First. There is polarisation of


the market. Standard, basic catering, the traditional catering of Economy, is dead congealed pasta is just not an option for tomorrow. Passengers will prefer to buy something good or have nothing if what we offer is just average. We have to be ahead and surprise them with what we offer. It is interesting to note that spending at airports is ten times higher than spending on aircraft. There is a huge opportunity there we need to help our airline clients tap into. Preordering has to be the future and we need to address those needs fast. We will become the airline partner that delivers the passengers favourite dish to their aircraft seat. The new model and the need for innovation is here to stay, airlines need to leverage new opportunities in the market and we intend to be the partner that helps them do just that. •



Cheese to please

BABYBEL Babybel says it is the UK’s No.1 cheese snack and it's not surprising that this handy wax-coated, individuallywrapped cheese is so popular with travelling adults and children alike. A natural cheese, rich in calcium, free from colours, flavours and preservatives, it's suitable for vegetarians too. groupe-bel.com

BRAZZALE Brazzale claims to be the oldest Italian family business in the dairy industry, specialising in matured hard cheeses. Specifically designed for the onboard catering and hospitality are Brazzale’s Gran Moravia hard cheese slices in sealed packs and mini bite-sized Gran Moravia Tochetti cubes. brazzale.com

A simple, tasty, easy to serve solution, cheese is an onboard staple which constantly reinvents itself, says Cameron Roberts

ILCHESTER New to Portfolio Partners is speciality British cheesemaker, Ilchester, offering a 20g bite-size snack in Mature Cheddar and Red Leicester varieties. It also has beer, chilli and applewood smoked cheeses in its range. tryportfolio.com



Based in Wisconsin USA, Gilman is a leading manufacturer of shelf-stable processed cheeses in various shapes (triangles, rounds, sticks, etc.), ranging from five to 12 ounces. The cheese has a 12-month shelf life, does not need refrigeration and comes in many flavours including Chipotle, Sharp Cheddar, Salami and Smokey Swiss. gilmancheese. com

En Route sources cheeses from artisan cheesemakers across Europe, from its sweet and nutty Entremont Emmental to the full-bodied Vintage Cheddar, Australian cheese from the Yarra Valley and a large range of halal cheeses. Its premium cheeseboard has bespoke packaging with a detailed menu card. en-route. com



This group of family farmers has been making traditional Gouda cheese since 1901, in the low-lying lands of Beemster, north Holland. The pasteurised milk comes from free-range cows and the product is additive- and gluten-free. Using traditional methods and age-old recipes, Beemster’s master cheesemakers produce a range of nine different flavoured cheeses that are aged on wooden boards for up to 26 months. beemsterkaas.nl

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Good food = Good mood

• No crumble pastry • Sweet and savory • Gourmet flavours • Ovenable packaging • Fits in an airline tray



Roger Williams

Loving lunch Roger Williams, chairman of the International Rail Catering Group, sees an opportunity for rail operators to share the passengers' love of lunch

Contact Roger: viewfromthetrain@aol.com *Research collected during personal travel on nine long-distance rail lines (Eurostar, VTEC, VTWC, Renfe, CR, OBB, DB, ONCF, GWR) with a sample of 124 customers travelling two hours or more. Collected over seven months travelling (September 2016 - March 2017)

As trains get faster so time to ‘relax’ gets less, and often the catering diminishes too. In our recent First Class survey*, many thought a quality dining experience would enhance their journey. Some 86% of First passengers we spoke to said they would prefer a better choice of meals freshly served in a restaurant setting. They also wanted a wider choice of wines and more finesse, and related this to how much they really loved long distance journeys. High-speed trains have raised customer patronage and diminished some short haul airline routes but customers seem to think before me and my main course was promptly catering quality has fallen with increasingly silver served - prime Somerset fillet steak, Café bland tray food parading as ‘haute cuisine’. de Paris butter with roast potatoes, cabbage and Financially squeezed caterers have no choice cauliflower, all cooked to perfection. but to reduce portion Later as I savoured a sizes, choice and quality cheese plate fit for a king but all is not completely and chatted with fellow Passengers yearn for lost - in Germany, like-minded diners, I more onboard restaurants. really couldn’t think of Deutsche Bahn offers Come on train marketers a better way to travel some great food in their dining cars, similarly with put some restaurant sizzle across land, air or sea. SBB in Switzerland, PKP In this one moment in back on the rail menu in Poland, Irish Rail, Czech time I felt the real love Railways and VR in Finland amongst others. of dining on a train - I could understand why In my home region - Great Western Railways' customers on many long distance intercity trains (GWR) four daily Pullman services between in the UK and beyond yearn for more onboard London and Plymouth sees crisp white restaurants as part of the passenger experience. tablecloths, polished cutlery and glassware and GWR understand it too and their Pullman trains professional waiters and chefs onboard, serving are immensely popular - often booked out with dishes freshly prepared onboard. Passengers regulars. The dinner service from Paddington just love it! On joining the 12.05 Paddington even got into TripAdvisor’s top ten best London to Plymouth I was met by a smart host who restaurants, underlining its popularity and showed me to a seat in the dining area. On reputation. departure, I was offered warm freshly-baked Certainly eating a meal, whilst sitting with bread rolls and, with my Cornish real ale already other non-eating passengers in an ordinary First poured, my food order was taken. class coach amongst a sea of laptops and mobile Some 40 minutes later, as the train chased the phones just doesn’t have the same appeal! low winter sun through the glistening Royal Come on train marketers – what about putting Berkshire countryside, a hot plate was placed some restaurant sizzle back on the rail menu? •


in conversation


we are focused on everything trending and tasty As Portfolio marks its 16th anniversary, we talk to new head of commercial strategy Sheelagh Mahoney


he industry knows Portfolio Partners as a leading provider of premium branded food and drinks for travel, with a reputation for its passion about food and a laser focus on innovation, new product development and customer service. I first connected with the company while managing partnership marketing and ancillary revenue for easyJet and bring that perspective to our airline buy-on-board sourcing – delivering passenger satisfaction as well as revenue requirements. Versatility and a broad range is key to staying ahead so Portfolio takes a proactive approach to bring forward new products and ideas, focusing on everything trending and tasty. We can often trial new products onboard before they are even seen on the wider retail market whether its for adult soft drinks, craft beers, quality ambient long shelf life snacks, quality pre-order meals or interesting European brands. We also aim to drive change, adapting

Sheelagh promoting ‘the brands for travel catering’ tryportfolio.com

standard format products to something more airline-friendly both in terms of size and packaging. This results in robust, on-trend, offerings that maximise trolley space and revenue as we did with Pringles, Joe & Seph’s and Corker Crisps in a box and Fentimans, now in cans.

ON TREND Currently, healthy, organic and gluten free/free-from food is very popular as are halal and kosher food and snacks, and we recognise that our airline customers require products with pan-European reach for their diverse customer base. Quality and gourmet products, trendy snacks such as Biltong and snacks that respond to sugar tax legislation are all growing in demand and we are also developing two-day bars, refrigerated trolleys, coffee trolleys and boutique gin bars in response to trends.


Probably the most significant trend is online and mobile ordering. As airlines evolve from being just a carrier to more of an e-commerce platform, personalisation becomes key to sales and ancillaries growth. The role of crew is vital too. They are under increasing pressure to deliver sales revenue alongside their customer care role with limited time. We support a range of fun crew training activities to help up-skill them. I’ve lived and breathed trains, planes and automobiles throughout my career from working with Cathay Pacific to being part of the Eurostar launch, driving European sales for Hertz and most recently overseeing ancillary revenue for easyJet. I joined Portfolio at an exciting time with many events planned for the 16th anniversary including a charity cycle ride. We will be applying the same energy required for that to our product innovations and relationship management. •



fresh vs frozen Jeremy Clark questions the premise that fresh is always best and discovers a few unexpected foodie facts along the way


hen you receive your inflight meal, how much thought do you give to its origins? Obviously, most readers of Onboard Hospitality have more than a passing interest in the meal service and tend to overanalyse everything put before us – it’s our world. But the average passenger probably barely gives it a second thought. They may however have an opinion on whether what they are eating should be a frozen meal or fresh/chilled, but in all honesty could they really taste or feel the difference? My

recent research says they couldn't, and in fact reveals some highly surprising facts. When Clarence Birdseye developed his fishfreezing method for the General Seafood Corp in Gloucester Massachusetts back in 1925, he surely couldn’t have known he was initiating a huge change to the way food would be preserved and distributed. His invention spurred the massive growth in the use of freezers in retail and in industrial food production, and with that a growth in consumer use of frozen foods at home. And, since the freezing technology arrived a



great debate has raged over which is best – fresh or frozen? The technology for fast-freezing food has now improved way beyond Clarence’s day and we now have technology that is not just extremely efficient but reveals something far more important. Frozen food has become a completely accepted part of daily life in many parts of the world, but it is still looked upon with some suspicion elsewhere. There are reasons for this, not least in hotter climates where the storage and distribution of frozen product is more challenging and where cooking freshly-procured food is more prevalent. Also, wellbeing and nutritional factors are becoming increasingly prominent in onboard catering and generally people seem to instinctively think fresh must be better. But is it? The number one issue of this debate is nutrition so I looked at some of the research. A study from Dr Burch at the British Frozen Food Federation** demonstrated distinct nutritional differences in Studies also found that freezing had a positive vegetables. The food tested had been quick frozen effect on the vitamin E content of fruit and at the point of picking and defrosted, against fresh vegetables as compared with fresh and that fibre produce that was three days in the chiller, which and total phenolics (health-promoting plant compounds) were wellis the shortest average time achievable between picking conserved in frozen produce and the consumer. Only as compared to fresh. spinach showed a negligible People seem to deterioration whereas broccoli instinctively think fresh What’s cooking? But what happens lost more than 75% of its must be better. when cooked food is original nutritional value in But is it? frozen? It’s a good fresh compared to frozen. question. Freezing U.S. studies* found almost food, whether at the point of harvest or 80% of fresh fruit fails to meet dietary nutritional the point of cooking puts it into a kind of recommendations when stored chilled. Frozen and suspended animation. Most, if not all the even canned fruit had more nutrition. nutritional values are captured and released upon thawing. So if you freeze a meal that is made from products with nutrition that has already deteriorated, you won’t gain much, so the trick is to utilise product that is at its peak during production. There are some catering companies out there who make a point of achieving this fine balance. But there’s more to the fresh vs frozen debate than just health. What about quality? Some products just do not freeze and thaw well – soft fruits, caviar, charcuterie and salad items for example - but modern quick-freeze methodology is able to capture cooked food at optimum quality and preserve it until required for service. For the best examples of this, tests show that passengers cannot tell if their hot meal was onboardhospitality.com




freshly prepared within the last 36 hours in a flight catering kitchen next to the airport or produced in a distant unit 10 weeks ago. Another key factor is food safety. Product that is frozen as soon as it has been prepared, has no time to develop any form of contaminate. Tests also show that the freezing process can destroy harmful bacteria in the unlikely event any have crept in.

Same again please! Another key factor for airlines is the need for consistency. They need to know that agreed meal specifications will be duplicated identically into the future on every flight. Freezing makes this easier to deliver because of the volumes and because the meal is literally frozen in time at the optimum moment en route to the passenger. Any restaurant meal is at its very best when just freshly prepared for service. Now advanced freezing techniques ensure that this perfection can be captured and held until needed. The reconstituted result must look, smell and taste perfect. Research in frozen foods by the major providers is ongoing. Some experimenting with international onboardhospitality.com

cooking styles and ethnic cuisine to see what works and what doesn’t. So development of the frozen offer goes on. So what do we conclude from this? In a perfect world, we would harvest, prepare and consume our food within a day or two at most. The reality is that it just is not logistically possible. Is ambient pasteurisation the answer? Ultra-Heat Treated [UHT] processes have remained similar for decades and degrade some nutritional values and can significantly damage appearance and texture. More recently High Pressure Pasteurised [HPP] processes have been able to preserve food without heat but this still inflicts nutrient loss and texture changes. Freezing needs no preservatives or any other artificial additives to keep meals looking perfect so it’s easier to handle, transport and manage, and safer to eat. Critically, taste tests prove that most people cannot detect the difference between a fresh and frozen hot meal. Not everything lends itself to freezing. I have yet to see a frozen Caesar salad, but there is no doubt – as the studies prove – frozen food has a real future for our industry. I think Clarence Birdseye would be rather chuffed. • References: *University of California-Davis – Dr D Barrett **Leatherhead Food Barrett; Research for BFFF – Dr R Burch Burch; American Frozen Food Federation



Deutsche Bahn

German hospitality Roger Williams takes the opportunity of a trip to the World Travel Catering & Onboard Services Expo to sample some German onboard hospitality by rail from Hamburg to Berlin


he ICE is, arguably, the best train in Europe and there are now four generations of this train, which allows Deutsche Bahn (DB) to export itself into neighbouring countries such as Denmark. More than 100 new ICE4 trains will join the fleet by 2023. This is DB's premier high-speed train and runs at up to 186mph (300km ph). Smooth and civilised, it’s designed to attract Germans from their Mercedes, offering more legroom than a plane, seat power sockets, free wifi, quiet zones and of course great onboard catering. I boarded at Hamburg’s Hauptbahnhof which is centrally positioned with a choice of trains taking just over two hours. I had opted for the 11.38 arriving 13.51 to make the most of an afternoon in Berlin. Hamburg is a busy station so using the First Class DB lounge prior to departure provided an oasis of calm. There was a selection of newspapers, soft drinks and biscuits and the ubiquitous ‘free’ wifi, handy when travelling abroad to avoid too many roaming charges. Seated in First I was offered service at my seat, but opted for the onboard restaurant to savour some German fare. The ICE is currently hosting guest

dishes recommended by a culinary seafood bar in the food court. blogger every two months. April’s was If you haven’t been to Berlin’s lamb meatloaf with carrot puree and Hauptbahnhof, add it to your list - it is yoghurt dip with parsley and mint, not only the gateway to a great city but inspired by Dorothée Beil, the Bushcooks also a dynamic interchange with tracks Kitchen blogger. set on several levels and a continuous However, I went for stream of activity. traditional potato and Interestingly the leek stew with smoked original line of the The ICE is currently Berlin Wall runs right sausages for 9.90 euros, hosting guest dishes through the station washed down with a recommended by a site, marked by a perfectly chilled glass of 2015 Riesling ‘Probus’, culinary blogger golden rail set in the from the Palatinate floor. every two months ‘Weingut BassermannThe return train Jordon’ winery. journey was equally as enjoyable, On my return, I once again used the although, having taken an early dinner lounge, although I could people watch in in Berlin, I just relaxed and enjoyed a this station for hours, and there are Dallmayr Cappuccino, served in a glass some great little eateries to do rather than a cup. A nice way to finish a this from, such as the Danish busy week at WTCE! •




British tea

Britain’s new Darjeeling The British are known for their habitual tea-drinking but far less is known about a tea actually grown on British soil. Jo Austin discovers more


first discovered Tregothnan tea in Paris where Raymond Blanc was launching Eurostar’s new Business Premier Lounge at Gare du Nord. Certainly not out of place, and most certainly very popular, Tregothnan's bespoke Cornish smoked manuka Earl Grey tea was going down a treat. After all, Raymond had chosen it himself. The very concept seemed something of a surprise – tea grown in Britain – but in fact Tregothnan tea is increasingly wellestablished onboard and is also being served in First on Great Western Railway and on the Belmond British Pullman. Tregothnan is a working private estate in Cornwall, south-west England, with a rich history dating back to 1334. The name ‘Tregothnan’ literally means ‘The House at the Head of the Valley’ and the estate remains a private family home today, featuring the largest historic botanic garden in Cornwall. Rhododendrons, rare trees, shrubs and ornamental camellias were introduced into the arboretum 200 years ago and Tregothnan has persevered in pioneering botanical ‘firsts’ nurturing rare plants, shrubs and camellia sinensis (tea plants) within its

unique micro-climate. Eight miles from the coast with the deep sea creek of the Fal Estuary running through the estate, the warm and wet conditions are perfect for tea plantations allowing them to grow and produce the most British tea in history. Tregothnan began supplying Britain’s first homegrown tea in 2005 and has since been heralded as the ‘new Darjeeling.’ Leaves are hand-plucked at dawn from the estate’s camellia sinensis plantations hidden behind the iconic kitchen garden door - the oldest remaining part of the estate, dating back to the plantagenet era. As well as growing English


tea and a vast range of plants for herbal infusions, the diversity of land also allows Tregothnan to produce Cornish Manuka and wildflower honey for infusion in some teas. Tregothnan’s md and tea expert, Jonathon Jones, says: “We are constantly inspired by the botanical gardens that surround us as we continue to experiment, create and innovate with our teas.” Jonathon also told me at WTCE Hamburg (following his presentation on the Taste of Travel Theatre): “I was inspired by questions from the audience in Hamburg to continue development of luxury tea for the onboard industry. Delivering a fantastic cup of tea with a little British flair can elevate any journey and help distinguish First class. My vision for tea makes the last 20 years of coffee look boring!” tregothnan.co.uk •

Specialists in supplying exciting, fruit-driven wines in lightweight packaging for airlines and travel caterers


+44 (0)20 8294 0721




FROM FOREST CONSERVATION TO HONEY WINE ONBOARD Ayele Solomon, wine maker at the Honey Wine Company, explains how he went from conservation to onboard sales


was born in Ethiopia and live in California but returned to my roots in 2009 when I was working as a conservationist. I was driving through the last remaining parts of Ethiopia's Kafa rainforest when I came up with an idea to help save them from deforestation. The flowering trees in the rainforest are an ideal source of the nectar and pollen that bees use to make honey, so why not find a way to make trees more valuable to local residents, give them an incentive to protect them rather than cut them down? Of all the countries in the world, probably none has a longer tradition of bee-keeping than Ethiopia. Honey is also the world’s oldest and most universal beverage, drunk more than any other liquid other than milk and water. Ethiopia’s national beverage is T’ej – a type of mead or honey wine that is brewed from raw honey, water and the woody plant known as gesho. I set out on a quest to better understand the art

and business of creating honey wine in Ethiopia and develop our range from that. Unlike grape wine, honey wine is made simply by using spring water and orange blossom honey with no irrigation, pesticides or mono-cropping. Ethiopian honey collection is currently very inefficient so Bee d’Vine sources its honey in Sonoma, California, where I grew up but we are looking hard at ways to source from Ethiopia and support the forest conservation which will be more gratifying in many ways.” KICK STARTING SUCCESS The long-term plan is to source Kafa honey produced in modern hives for ultra-exclusive lines of wine and a kickstarter


campaign to preserve this ancient libation was started last summer. To ensure everyone trying the wine is aware of its Ethiopian heritage, the striking black and gold labels on every bottle are inspired by Ethiopia’s ancient Orthodox crosses which date back to the 3rd century. The inner flower and grape cluster reflect Bee d'Vine's floral based ingredients. Bee d’Vine honey wine is currently served on Ethiopian Airlines in Business and Qatar Airways has expressed strong interest. It offers a chance to sip a drink from ancient times. Aged for 10+ months the wine is available as non-sparkling, dry brut and semi-sweet demi sec. It is available in 375ml, 750ml-glass & PET. beedvine.com; kickstarter. com/projects/920379411/beedvine-smooth-and-sustainablehoney-wine-mead-t •



Squash Stix Vit Stix

Just add water These two new water-enhancing single-serve sachets claim to save airlines space, weight and even money, Laura Gelder finds out how


om Anderson-Dixon is a former employee of Marks & Spencer and, after watching his colleagues awkwardly filling up water bottles with squash and then topping up at the water cooler, he asked himself: what if there was a single-serve squash product which you could travel with? Squash Stix was born. Squash Stix are 8ml/12ml sachets which can be added to a cup/bottle of water and come in two flavours: orange and apple and blackcurrant. The liquid formula is a super concentrate with no artificial colours or flavours and no added sugar. The user just needs to tear the top and squeeze, with the stick-shaped sachet making it easy to direct into a bottle. The product has made its way onboard via Virgin Trains’ snackbox, as well as being used by Flybe’s crew. It has also been well received in hospitals, care homes, conference centres and hotels. “Many airlines have a big bottle of squash in the galley,” says Anderson-Dixon. “But on landing, if the bottle is open it has to be chucked away due to regulations – even if it has only been used for one drink. Using Squash Stix means airlines will make a saving of up to 87% on

both waste and space.” because instead of stocking both water The second product to launch was Vit and the popular soft drink Vitamin Water, Stix – the same concept as its predecessor or a similar product, they can just stock but enriched with vitamins. Currently water and these 12ml sticks – perfect being pitched at the with a 500ml bottle of buy-on-board market, water,” says Andersonwith 10-stick retail packs Dixon. as well as single sachets, A second, and Using Squash Stix the product is packed perhaps more enticing means airlines will with vitamins B, C and D. advantage to travel make a saving of up The formula is designed retail is that airlines to 87% on both to fight fatigue and make a better profit waste and space boost energy, making margin on water than it perfectly pitched for they do on soft drinks, weary travellers. It currently comes in a so selling Vit Stix and water instead of a tropical flavour and berry will be the next soft drink is great for ancillary revenue. to launch. Anderson-Dixon has big plans to grow Like Squash Stix, one of the product’s the company and envisages a whole line of main advantages is a space and weight ‘stix’ which can be added to water to create saving as it frees up space to stock other drinks offering protein, energy and many choices. “This product is perfect for airlines other benefits. •





Cocktails ON THE ROCKS These 100ml plastic bottled cocktails look more like a premium cosmetic than a stiff drink but are clearly great for the airline market thanks to their neat bottle packaging. Owner, Rocco Milano, is an experienced bar man and cocktail expert who has worked in biker bars in Guatemala, casinos in Oklahoma and five-star hotels. The range currently stands at 10 and includes the Aviation cocktail, a retro 1915 drink. The company already supplies Hawaiian Airlines. ontherockscocktails.com

Cocktails have always been a difficult product to serve onboard but pre-mix varieties are making it a lot easier. Laura Gelder picks out five products ready to go



From the people behind Tails Cocktails, premium pre-mixed cocktails in bottles, comes NIXD, a premium canned cocktail. The 250ml slimline canned mojito contains two shots of Caribbean white rum, real mint, lime and soda and is 8% ABV. The product won silver in the 2016 Spirits Masters Awards. nixdcocktails.com

Portfolio offers these fun cocktails which are packaged in a retro-looking glass jar. Drinkers can pop the lid, add ice, replace the lid and shake for a cold on-the-rocks drink. The brand offers several, slightly twisted flavours, including a grapefruit sling, apricot mai tai and coconut mojito. Each drink comes with a traditional candy-striped straw for sipping. tryportfolio.co.com


KOLD COCKTAILS These 225g cocktails come in an atlas-drawer-friendly malleable pouch and are designed to be frozen. Kold uses premium spirits including triple-distilled vodka and barrel-aged white rum with natural fruit juices. Varieties available include cosmopolitan, mojito, lychee martini, elderflower martini. koldcocktails.com

TWISST Ready-to-drink non-alcoholic cocktails. The drinks come in eco-friendly packaging called Cartocan and have a 12-month shelf life. Flavours include mojito, pina colada and Irish cream. twisst-mocktails.com





new purpose New demands and innovative ideas mean designers are taking a closer look at trolleys, the onboard workhorse whose role is changing fast, says Julie Baxter





f you think some things never change and that the onboard trolley is beyond reinvention, you probably didn't get a sneak preview of the new kid on the block which made its debut, behind closed doors, at WTCE in Hamburg this year. Two years in the making, the Highliner trolley is the product of an Italian manufacturer and a Swiss research and development company and the brainchild of Maria Iacobucci, daughter of the founder of trolley business Iacobucci and with 25 years experience gained within the family company. It’s been a challenging project with numerous time-consuming certificates needed for every new modification but the goal was clear says Maria Iacobucci: “To create a completely new style and approach to trolley manufacture which meets all airline weight requirements, can be customised to need and is a pleasure for the crew to use.” The resulting lightweight, contemporary design is already in prototype and being trialled by a Middle East carrier. It will be available to buy from the end of the year. It has clean lines, rounded corners, neat ergonomic handles and reshaped pedals. It can be finished in black and silver powder painted aluminium or a carbon fibre composite which can cut weights to 9.8kg for a half size trolley, 15.9 for the full size.

the trolley to life and give it new energy. Our new LED light-emitting drawers are the easiest way to do just that. They are an accessory we conceived to be used on our retail trolley but it could also be used by airlines to turn a simple trolley into a small illuminated display area on longer flights, positioned by the galley or door - imagine the beautiful vestibule of a 787 Dreamliner with a lit trolley rather than a Practical style poor cart with just bottles and It takes all the Atlas drawers snacks!” Some airlines and crew or ACE configurations and is The lighting is part of a really hate ugly trolleys collaboration with Egret Aviation designed with customisation so it's time to make a very much in mind. Airlines which began at the end of 2015. practical trolley which can put advertising on the Together the two companies sides or dictate a tailor-made looks good are promoting tailor-made shaping for the moulded top, solutions including the Café depending on the intended use. There is also the Roulant, a trolley with an inbuilt patented lift system option of a pull-out table to add work space. to allow a coffee machine to be stowed within, then Key among the innovations are the wheels, vertically lifted for service. which are a new patented castor different from the Intelligent trolleys traditional wheel castor. Tracking technology is built The collaboration also spawned the Duty Pad in and tracks both location, maintenance needs and designed to give the “stupid” trolley new meaning by temperatures. It has been specifically designed with incorporating a tablet, PED or PED compatible device fewer parts to improve maintenance says Maria. so it works as a rolling monitor, communicating sales She is launching in a competitive market at a time information, success and stock requirements as it when the role of the trolley is changing to embrace goes. “This was very well received during WTCE,” great retail opportunities as well as efficient catering says Cerrone. The company’s Selling Trolley has service and she is not alone in trying to forge stylish been developed primarily for rail operators. With and practical innovations. Engineerethics showcased its LED drawer lighting for Atlas full size trolley capacity, developments include new ergonomic positioning and shaping for the trolleys and the option to add video ad panels to the handles; big wheels to better negotiate gangways; trolley. Roberto Cerrone, ceo, says: “It is time to bring onboardhospitality.com

Above: The Café Roulant trolley with inbuilt patented lift system to stow a coffee machine Below: Zodiac trolley with Smartlock technology

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dead man brakes; transversal transparent drawers with LED strips to improve visibility of the products on sale; and bumpers at three levels to protect the cabin furnishings. A side door and the addition of a 13” tablet for visual communications or passenger interaction has also been added. The company’s Safe Trolley now includes reinforced bi-fold trolley doors with an upper central lock secured with a PIN code for security.

full-size trolley selling well in the Middle East and Russia. Szic spokesperson Li Li says: “Airlines just want improved efficiency and we believe with our cart they can save four kilos on every full-size trolley and that is well worth having.”

Addressing waste

David Boreel, sales director EMEA at Zodiac, agrees innovation is important and flags up the company’s Hybrite S line launched 18 months US collaboration ago in full and half sizes as a fast Collaboration is the name moving service trolley complete of the game for Nordyn too We have developed a with full- or half-size meal, bar, waste which recently forged a new universal waste cart, a and folding options to maximise its partnership with RMT Global low tech solution that usefulness, and a choice of finishes Partners to sell its products to US can be implemented which are fully customisable. based airlines. Richard Tuttle, ceo Waste is a big issue for airlines and overnight for RMT Global Partners, says: Boreel says: “No one wants to talk “This new partnership is very about it but everyone has to deal exciting and will enable us to offer our customers an with it so we have developed a universal waste cart, a entirely new line of quality products. ” low-tech solution that can be implemented overnight. Nordyn's Quantum Flex trolleys differentiates We have created a bin that allows crews to easily sort themselves through the use of mostly composite the waste as they go – by glass, paper, liquid or food materials. This is easier to maintain than all-aluminum waste. Doing this makes waste so much easier to trolleys, lowering overall maintenance costs, and process, it separates the wet and reduces final volume is available in full and half sizes with multiple by 40%. Crews, caterers and airlines all love this. It is configurations. Combined with Norduyn’s lighter Atlas so simple. And if you run out of space you can use a standard drawers it aims to ensure lower airline fuel non-waste cart as a bin too, it is very efficient and we costs per flight, less down time due to maintenance, expect big take-up by airlines in the coming year.” and happier flight crews with its ease of use. As Tuttle, Boreel also believes trolley companies can add value likes to say: “It is a win-win-win for the customer.” to the traditional trolley product by evolving them Szic also puts its focus on weight with its lightweight to suit specific needs. Zodiac’s Cool Trolley, for onboardhospitality.com


Above from left: Highliner style; Mallaghan's high-loader

tray dishwashers

waste handling

flight type dishwashers

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Warewashing systems for up to 50 000 trays/day Diskomat is your supplier of customized and professional flight catering solutions. Together with our partner Wexiödisk we supply the flight catering industry with Swedish high quality products. Contact us for more information, www.diskomat.se

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Manufacturers of Aircraft Catering High Lifts

MALLAGHAN HEADQUARTERS 69 Coalisland Road Dungannon, Co. Tyrone Northern Ireland BT71 6LA

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Tel: +44 (0) 28 8772 3444 Fax: +44 (0) 28 8772 7194 Email: sales@mallaghanGSE.com www.mallaghanGSE.com

30/05/2017 09:30


example, is now flying in full and half sizes. Initially developed as a niche product for narrowbody jets, it has seen growing demand from airlines which want to carry return catering onboard outbound flights. It uses dry ice in a highly insulated box to ensure the trolley departs at three degrees and keeps its contents chilled for over 14 hours. This speeds up the turnaround process and cuts costs. For low cost carriers where all the focus is on buy-onboard and ancilliary revenue, the challenge of keeping high-value stock secure is being addressed through the company’s Smart Lock system. The system uses touch key technology for an access control system which monitors who opens the trolley and when, and can provide downloadable data to the airline/supplier so they see exactly what's sold. The system cuts paperwork, speeds up crew handover and improves security.

Making space The Onboard Logistics team has been looking at waste too and improving space efficiency. Nicky Beades, managing director, says: “These days trolleys are all about maximising the space onboard for auxilliary revenue opportunities. Crews are short of space and yet they are often flying with full sized waste carts they don’t really need. We have developed a range of nesting plastic draws

which cut weight and add versatility. The trolley is loaded with seven full standard drawers, once these are emptied post-service the draws can be stacked together and the rest of the trolley can be used for waste bags. 21 empty Flex-e-Drawers can be stored in one trolley, freeing up other trolleys for other use.” The company’s Flex-e-bag insert can then be used to convert a food trolley into a waste cart. It has been popular for many years but the stacking drawer innovation takes waste options a step further. Beades adds: “Everyone who sees it simply says: ‘Why on earth didn’t we think of this before?!’”

Looking good Direct Air Flow has put its focus on shorter lead times and good-quality equipment and galley inserts manufactured through Korita Aviation in Suzhou, China. Its Aluflite range of lightweight galley equipment provides a modern, innovative design which is light, stable and durable. Marketing manager, Samantha Collas, says: "Our innovative design offers beneficial weight savings at realistic prices." The range includes half-size and full-size meal and waste trolleys as well as containers. Standard trolley features include a dry ice drawer, new push-to-close locking system and more. onboardhospitality.com


Above from left: Highliner detail; Onboard Logistics' stackable drawers and waste solutions Below: Korita Aviation iAluflite range with robust panel imagery

Korita Aviation is an expert in sublimation, a process to apply high resolution imagery to external panels with the same resistance to washing cycles as a standard colour finish. This is likely to be increasingly important as the trolley's retail role evolves. Gemma Fleuren, head of category management at gategroup, predicts fully-branded trolleys will increasingly compete with airport Duty Free shops. "The trolley is becoming a shop onboard. While the cokes and waters are the cash cows of the business the trolley also now has to have an interesting and exciting retail offer, whether it is Pandora or Victoria Secrets ranges or innovative bespoke brands. Airlines have to compete not only on price or range but by offering differentiated, exclusive products and services onboard that customers won't see elsewhere."

Practical progress Innovation is ongoing among those making trolley logistics more efficient too. Diskomat's robust lifting pillar, for example, adjusts the height of the trolley so loading and unloading can be done at a convenient working height. This improves efficiency and productivity of packing, tray setting and ware washing. Likewise the Wexiödisk WD-18CW trolley washer has been developed to wash and dry trolleys quickly and efficiently by using centrifugal force. It washes and dries 30–40 cycles per hour and the shortest cycle is only 75 seconds, with a fresh water consumption of only six litres per cycle also cutting costs. It can wash several trolleys of up to 2,020mm height at a time and produces no hot air discharge. The unit has a footprint of just 4.5m2 and can have either one door or a pass through-option where space allows. Ensuring the trolleys get onboard efficiently, Mallaghan brought its state-of-the-art Lifting Deck Catering vehicle to WTCE this year, specially designed to create an internal double-deck space with numerous benefits and cost efficiencies. The truck lessens the need for journeys between aircraft and kitchen and significantly lowers transportation costs whilst reducing carbon emissions too. Through the use of clever technology, the internal double tiered space creates a 74% increase in load capacity adding sustainablity into to the trolley mix too. •

in conversation


Brands talk. Be sure you know what they are saying Onboard collaborations send a message. Roland Grohmann, managing director at FORMIA explains just how


hen we first began positioning brands onboard we represented very few but in the last eight years that has risen dramatically. Airlines really get it now, they see the benefit of associating with branded products and, if they can find a collaboration that is different and turns heads, that only adds to their credibility and their brand experience. We have compiled an extensive portfolio of handpicked brands that cover different needs and convey different values and styles. That ensures we can offer airlines a wide choice and the option of brand exclusively onboard. Of course some airlines still want to see co-branding, the airline name alongside the brand, but most recognise that for cosmetics in particular there is much more value for them in using the cosmetics’ own brand and labelling, the science and story behind that name than

stamping an aerospace engineering brand onto a lip balm. brand matching Our role has become critical in helping airlines understand just which brands they should be aligning with, which match their own brand best. They are driven by innovation and constantly want to see something new. They are hungry for the next big thing so it is our role to spot consumer behaviour and interpret it for the industry, anticipate where the consumer is headed and find products and brands which respond to that change. driving innovation Innovations such as the hard case miniatures or amenity kits which double as


iPad cases are great examples of this but it is not just about one off good ideas, it is about working with your brands to create sustainable business. It's about much more than just securing a brand license. post-flight messaging The amenity kit is the only piece of the airline’s branding that goes with the passenger after the flight. It’s an amazing part of the brand communication the airline makes with its customer so its important to get it right, to say what you mean to say whether it is a message about quality or fashion, or style and mood. Every brand says something quite different about an airline, but they all help make a statement and give a message which is significant long after the flight. •



How to...

...design a cabin for leisure Hawaiian Airlines has a new fleet on order and has paired up with a design agency to re-think its cabin for the leisure market. Laura Gelder finds out more DECIDE YOUR GOAL Says Avi Mannis, senior vp marketing, Hawaiian Airlines: “There is a paradigm which says leisure is cheap and tacky and business is dark leather and formal, we wanted to shift this so we asked, what does premium leisure look like?” KNOW YOUR LIMITATIONS A key challenge was translating existing wide-body experience into a narrow body. Says Mannis: “Being a full-service product serving complimentary meals, there needed to be room for galley space and the new planes will be operating at the long end of the aircraft’s range so weight was also a concern.” EMPATHISE WITH THE CUSTOMER “When we talk about premium leisure we’re talking about people on their holidays spending their own money and wanting comfort between A & B," says Mannis. He adds: "Leisure travel is an emotional journey – this is what people save for and dream of. There is excitement on the flight out and a come down on the way home and we wanted to both build anticipation and prepare people for a return to reality.” RESEARCH CORE VALUES Tim Manson, design director at JPA design, and his team started the project by interviewing various departments in the company as well as exploring Hawaii, getting both a feel for the company’s ethos as well as the destination itself. “We discovered that crew and passengers were more like hosts and guests on

Hawaiian Airlines,” he says. They also discovered that hospitality is as important as arts, craft and story-telling.

FACT FILE Hawaiian Airlines started in 1929 when it competed with steam liners. Hawaiian operates 120 inter-island flights, flights between Hawaii and west coast USA and flights between Hawaii and Asia.

The fleet of 18 A321neo will serve the west coast route and will be delivered between Q4 2017 and 2020. Each A321neo has 128 Economy seats, 42 Premium Economy seats and 16 First Class seats.


SHOWCASE YOUR DESTINATION The goal was to express the natural environment and the culture of Hawaii, but in a contemporary way and with innovative materials. Says Manson: “We wanted compelling sensory details which gave people a sense of Hawaii.” The bulkhead laminate has a geometric pattern inspired by Hawaii's mountains and sea; the fabric used in Premium Economy and Economy seats is reminiscent of kappa, a native Hawaiian fabric made from tree bark with a fine pattern; the laminate floors in the toilets take the look of sand in Economy and lava in First; and the lighting system is inspired by Hawaii’s atmospheric sky. The Hawaiian personality comes out too, with the male and female toilet symbols dressed in Hawaiian shirt designs. •



Jeremy Clark

Tag team


Jeremy Clark turns techy to envisage a future where kids, wives and carry on bags can be tracked throughout the journey

In previous issues of this With this technology in place, Dad can magazine I have waxed lyrical on happily sit in the lounge or bar and watch a couple of constant concerns to on his iPhone as She Who Must Be Obeyed all frequent travellers. Namely hammers the credit card in Harrods and little kids on planes (“Kidding Around”), and carry Johnny runs amok in WH Smith. on baggage (“What a Carry On!”). Then when it’s time to corale the troops Well, time reveals all sorts of interesting to the gate he can use the app to message innovation and I now note with great interest them all. No more urgent announcements: Delta’s idea to include a request for information “Will the Bloggs family please make their way (RFI) with a bag tag plus an application you to gate 905 immediately – you are delaying can have on your phone to trace its progress. the flight!”. The bag that is, not the But there’s more too. phone. It’s not beyond the My first reaction to this skills of contemporary news was “Surely it is programmers to link your job to track my bag? So, we've got bag tagging the app to other That’s what I paid you but couldn’t we tag the devises and other apps for didn’t I”. But then on so if Her Ladyship is kids too? And the carry further consideration, I on? And maybe the wife? going overboard with realised this does open the Dolce & Cabana, the up all sorts of possibilities app could warn Dad to resolve a number of common airport and who can put a stop on the card automatically. travel problems. You could even link it to a blood-sugar Whilst we’re there at check-in, for example, level skin patch so if the kids have raided the couldn’t we tag the kid too? And the carry pick’n’mix sweets you’ll know if they’re about on? And maybe the wife? It resolves a huge to go hyper-active and if necessary re-route number of issues in one go. The wandering them back home or onto a different flight. or misplaced child, the partner lost in the Imagine how useful this could be to crew if labyrinth that is World Duty Free, the carry everyone checking in on the BoozyJet flight on mistakenly (or deliberately) picked up by to Magaluf were RFI tagged with a skin patch another passenger – all traceable via a simple measuring alcohol levels of passengers before app on the phone. boarding. No problem getting stand-by seats on that flight! Yes – this new technology opens up a whole new world of opportunity. Perhaps not politically correct in my proposed applications (when was I ever?), but when it's a choice between correctness and ancillary revenue, I know who’ll win – so watch this space! •





How to...

...ensure trains challenge planes US rail operator Amtrak is positioning its Acela Express services as a rival to airline shuttles, Roger Williams speaks to Thomas J Hall, vp passenger experience, to discover more BE SMARTER Acela Express trains offer hourly services to destinations across the Northeast Corridor in the US and compete head on with airline shuttle services. Thomas J. Hall, Amtrak’s vp of passenger experience, explains: “We describe the Acela Express as the smarter way to go as it saves travellers time, money and hassle with intercity services between Boston, New York and Washington. It takes two hours 45 minutes between New York and Washington and offers more comfort and convenience than air.” MEET DEMAND The service has First and Business class (no Economy) and includes a café bar in the centre of Business. First passengers have an at seat tray-meal service. Seats can be reserved but are not designated – passengers can sit where they wish. KEEP UP TO DATE New trains are due in service by 2021. Faster and smoother, and able to reach 186mph (300kmph), they’ll be world-class and build on the Acela Express popularity. They’re being manufactured by Alstom and the prototype will be ready in 2019. FEED THEM WELL The Café Acela offers a counter service with products out of sight of the customer. Hall says: “Currently we rely on menus to help passengers with their choices, and queuing can be difficult, so our new cafes will improve passenger flow, with better disabled access, a refrigerated wall display for product browsing (similar to Sweden’s X2000 / Virgin Trains) and a new

coffee partnership with Dunkin’ Donuts, as voted for by our customers. The aim is to transform the attractiveness and accessibility. The coffee concept, using Bunn coffee machines, launched in April.”

FACT FILE Trains consume 11% less energy per passenger-mile compared to aircraft, and 31% less energy than cars

Acela Express trains are powered by two powerful and reliable electric propulsion engine locomotives

Club Acela lounges are offered at Boston South Station, New York Penn Station, Philadelphia 30th Street Station and Washington Union Station

First passengers sit in a spacious oneby-two configuration. All seats have adjustable headrests, lumbar support, footrests and AC outlets


FLAG UP FIRST Currently the trains cater for up to 43 customers in First but this is increasing to 74. Food is pre-prepared in airline kitchens and shipped to the station for loading. The Amtrak Culinary Advisory Team at the company’s food development centre in Willmington, Delaware, includes well known restaurateurs and celebrity chefs who have helped create the offer. It includes three or four meal selections rotated every two weeks with six menu cycles so regular travellers enjoy variety. Extra seats combined with 40% extra trains, will give greater availability and comfort. Onboard wifi is being improved and Amtrak Guest Rewards also brings ever-increasing benefits to compete with air travel. •

Give your customers a minty refresh with our mini tictac. Perfect as a complimentary gift for onboard passengers in meal trays or snack boxes. • •

Box of 10 bags containing 100 mini pack serving Four peppermint flavoured mints per pack

For more information email foodservicenquiries.uk@ferrero.com or visit www.ferrerofoodservice.com/en/uk




Fruchee flavours Onboard Hospitality is looking for new and innovative players pushing their product onboard. Check out our latest discovery, a dairy snack with a difference Everyone 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 on the look out for newcomers to the industry, be they young people, young companies or young products: those that may be the faces of onboard, tomorrow. So if you're making your 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.

Innovator of the month With 10 kids under 10 between them, the three dads behind new dairy snack, Fruchee, were men on a mission. The kids were always hungry for crisps or chocolates but the growing pressure on parents to think twice about the food kids eat left them feeling guilty every time they reached for the traditional treats. Based in Ireland, surrounded by happily grazing cows, and with some past experience of the food service industry, the three set up Dairy Concepts, partnered with Teagasc Food Research Centre Moorepark, one of the world’s leading dairy research centres based in County Cork, Ireland, and began working on an innovative new snacking option that would be a

It's not a yoghurt, it's not a cheese and it's not an ice cream. It's Fruchee – a healthy, easy-to-use dairy snack


cross between a cheese and a yoghurt. Paul Simpson, sales and marketing director, says: “People told us it couldn’t be done and it has taken five years to bring it to market, but we were sure it was possible and our Fruchee range is the result.” The product officially launches in September but was showcased at WTCE Hamburg in April. Fruchee is said to have three times the protein and three times the calcium of established tube yoghurt brand Frubes. It has half the sugar and is presented in a no-mess, easyopen plastic casing. It is a solid dairy treat with a similar texture to a cheese but with the sweet/fruity flavour of a yoghurt. It can come in classic fruit yoghurt flavours including strawberry and vanilla, or even be flavoured with Baileys, coffee or mint chocolate to create an adult snack. At just 58 calories per serving and with a 60-day shelf life, Fruchee has already received a great global response and is fast-establishing a range of distribution partners around the globe. Simpson says: “It is not a yoghurt, it is not a cheese and it is not an ice cream. It is Fruchee – a healthy, easyto-use dairy snack – ideal in kids' lunch boxes, for an after dinner treat or as a convenient, easy-to-use on-the-go offering. We are confident it will work well onboard.” dairyconcepts.ie Send your innovator ideas to: julie.baxter@onboardhospitality.com •



New to market This year's World Travel Catering & Onboard Services Expo, Hamburg saw a range of new exhibitors as well as familiar faces with new innovative products. Laura Gelder takes a look... 1



1. WAM WAM’s new slim-line, trolley-sized box is designed to look like a present with a black and white graphic design on the exterior and a warm, more playful design on the inside. Its slim design means 12 boxes can fit into an Atlas draw. The boxes are filled with a selection of snack items. WAM has also introduced a new range of gluten-free cassoulet meals developed by its award-winning chefs. wam-group.com

2. JOE & SEPH’S The gourmet popcorn maker’s latest flavour, coconut and chia, is bang on trend and already features on Virgin

Joe & Seph's reports demand for coconut is up 500% in the last 10 years and now combines it with chia to keep up to date with the superfood trend

Atlantic. Owner Adam Sopher says the chia gives an interesting texture and look. The brand is focused on adding superfood flavours and expanding its alcohol flavours – currently including gin and tonic popcorn. joeandsephs.co.uk

3. PORTFOLIO Teaming up with premium yoghurt brand Collective Dairy has resulted in a new 80g travel-size pot. Launching in the popular mango flavour – incorporating creamy yoghurt with smooth mango compote – the product comes with a spoon, ultrasonically sealed into the lid for a messfree snack. tryportfolio.com onboardhospitality.com


This Portuguese company has been specialising in uniform shoes since 2013 and its shoes are currently being worn by more than 75,000 airline crew members worldwide. The company controls the production process end-to-end, has a production capacity of over 1,000 pairs of shoes a day and showed off its range of non-slip, non-metal shoes with flexible soles. It offers standard styles as well as customised shoes to match uniforms. escarpins-hotesses.com

5. ROLLYBRUSH This on-the-go tooth brushing product has no need for water and can be used




discreetly at any time. The textured plastic disc is described as the world’s smallest toothbrush and is pushed around the mouth by the user’s own tongue to clean the teeth. Its Italian makers claim that it removes 35% of food (toothbrushes remove 70% and chewing gum 3%). The product comes in various mint aromas as well as peach and coffee. Rollybrush offers private label and single sachets for complimentary service or travel retail multi-packs. rollybrush.co.uk

6. THE COCONUT COLLABORATIVE In addition to dairy-free coconut milk products in natural, blueberry, strawberry and mango and passionfruit flavours, the



8. FRANKLIN & SONS This first-time exhibitor is no stranger to the soft drinks market having launched in 1886. The British brand has recently been brought back to life and was at the show to promote its range of traditionallypackaged premium soft drinks and mixers - all natural, with no artificial flavours, and made using all regional ingredients. The mixer range received Great Taste awards in 2016 for its natural Indian tonic water, Sicilian lemon tonic, original ginger ale and brewed ginger beer, and the company now offers its Indian tonic water and light tonic water in trolley-friendly 150ml cans. Soft drinks come in 250ml glass bottles and feature traditional flavours with added botanicals and spices – such as Sicilian lemon and English elderflower with crushed juniper and cloudy apple with Yorkshire rhubarb and cinnamon. The latest flavours are 1886 cola with West African kola nut and Colombian coffee bean, as well as Valencian orange and pink grapefruit with lemongrass. franklinandsons.co.uk


company showcased desserts – the 'little lemon temptation posset pot' and 'the little choc pot'. coconutco.co.uk

7. LADUREE Featured a new range of teas pitched at high-end travellers. The flavours split into four categories: special creations such as its roi soleil with bergamont, rhubarb and caramel; classics such as English breakfast and Earl Grey; gourmet varieties like violet, rose and vanilla; and infusions including camomile. Each flavour of the loose-leaf tea has its own stylish graphic design on the box but Laduree also offers its blends in individually-wrapped tea bags for airlines. laduree.com onboardhospitality.com






9. K’UL CHOCOLATE This Minneapolis-based company offers sports nutrition bars which incorporate 70% dark chocolate with healthy, natural ingredients such as fruit, nuts, seeds, guarana and dehydrated coconut water. Its new pure chocolate range uses single origin farm-to-bar chocolate from Ecuador, Haiti, Peru and Brazil. kul-chocolate.com

10. QIZINI New products include the vegetarian black bean bastard burrito and the raisin roll with Old Amsterdam cheese, a traditional sweet-savoury recipe muchloved in the Netherlands which comes


in an ovenable box with the story of Old Amsterdam cheese printed on it. qizini.com

11. BOTTEGA New on the market is a crema di pistacchi made from Sicilian pistachios and grappa, and lactose-free. The company is also making a move into the world of gin with Bacur. This new premium gin brand is named for copper and its striking 500ml bottle is a reflective copper. bottegaspa.com

13. POP NOTCH While other popcorns use butterfly corn which crumbles easily Pop Notch uses onboardhospitality.com

This direct to consumer travel comfort range started under three years ago and is now looking outside its usual online market to the travel industry. The company is pitching its range of premium sleep masks, travel pillows and compression socks as travel retail options. The luxury sleep mask uses cooling silk against the eyes to prevent overheating and a 100% cotton, breathable inner material for padded comfort. Each is infused with one of four scents to promote relaxation – lavender, mandarin and lime, lemongrass, and a signature Masters of Mayfair scent. Passengers can also purchase a top-up spray to re-scent the product after washing. The large size gives a total black-out effect. The medical grade level one compression socks boast Swisstested compression technology and use a premium cotton yarn to allow breathability, unlike cheaper polyester travel socks. Masters of Mayfair’s luxury neck pillow is inflatable, allowing greater carry-on convenience and letting the user adjust the air fill for personalised comfort. It has a removable and washable cover in 100% cotton. mastersofmayfair.co.uk





mushroom corn, an extra large kernel which doesn’t break so easily. The Belfastbased company had 20g bags designed specifically for children and featuring unusual fruit flavours such as strawberry, banana and apple. The same size for adults comes in flavours like salted caramel and marshmallow. popnotch.co.uk




Italian start-up Dolceria Valmont has the goal of making popular sweets more healthy without compromising on taste

energy consumption and a system to minimise waste, ensuring low set-up costs for frequent order and small quantity orders at lower prices. Key production technologies include UV inks and varnishes, window patching, embossing and de-bossing. mtlcarton.lt

15. MENZ & GASSER 14. MTL CARTON This packaging producer was showing off its Bold Cup brand, a custom-designed coffee cup, biodegradable and food safety-certified. It controls the production process end-to-end with Heidelbergdesigned production lines, very low

The condiment specialist has a range of jams and spreads in mini glass jars and plastic pots – including the first singleportion jam in Europe to be certified organic and Fairtrade, coming in apricot, strawberry, peach and cherry flavours. Menz & Gasser also offers low-sugar jams onboardhospitality.com

as well as hazelnut cocoa spread and honey. The third-generation family company offers bespoke services and private label products. Its sustainable production plant in northern Italy is certified Co2-free. menz-gasser.it

16. DOLCERIA VALMONT A one-year-old Italian start-up, Dolceria Valmont has the goal of making popular sweets more healthy without compromising on taste. Specialising in free-from desserts, its range of cakes, pastries and ice creams are all gluten-free and many are also vegan. Using different plants and grains, such as rice, tapioca and quinoa, the company




21. BAYART INNOVATIONS The French amenity designers showed off a new range of materials and designs. Products included 3D polyester amenity bags in different raised patterns, matching pouch and headphone sets in various materials designed to be customised, a bamboo hairbrush and toothbrush with a lasercut design, a collection of cork-made amenity kits, an onboard comfort collection using soft sweatshirt material including a blanket, neck pillow, pyjamas and matching headphones, and a clever three-in-one pillow which can be a long cushion, a square cushion or a neck pillow – also customisable. bayart-innovations.com



replaces the organoleptic qualities of wheat and dairy products. Its ingredients are also low in G.I and it aims to keep fat and sugar as low as possible to appeal to health conscious consumers as well. Its bakery range includes muffins, biscuits, tarts, macaroons and brownies, including lemon shortbread, a chocolate orange muffin and apricot tart. Its desserts include the tagara – a layered dish of dark chocolate ‘cream’, sponge, orange mousse, crumble and jelly which is 100% plant-based. Gluten-free ice cream comes in vanilla, chocolate, pistachio and hazelnut. While gluten-free and vegan ice creams come in fruit flavours like strawberry, mango,

melon and peach. dolceriavalmont.it

17. CARDELION This Turkish company produces the traditional sweet snack of candied chestnuts in gift boxes as well as individually wrapped and with a one-year ambient shelf life. The company claims its high-end product offers better value than its French and Italian competitors. cardelion.com

wrapped and in flavours including sea salt caramel, peppermint fudge and chai latte; and chocolate hippos, small-size treats in various flavours including milk chocolate praline . baru.be

19. NORA BISCUITS A family company since 1906, this Dutch biscuit maker has supplied KLM, specialises in children’s products and offers private label options. Products include the individually-packed Royal Dutchies caramel waffle biscuit. nora.nl

18. BARU This Belgium chocolate company offers two products: its gourmet chocolate covered marshmallows come individually onboardhospitality.com

20. HESSING This pre-cut/pre-packed fruit and vegetable specialist now offers








flavoured waters with recycled clear bottles showing off the added ingredients – mint or lemon. hessingsupervers.nl

for Air France, this first time exhibitor and uniform maker describes itself as a fullyintegrated manufacturer and a pioneer in the sale of textiles solutions. cepovett.com

such as Marks & Spencer. It sees its gluten-free range as an opportunity to enter the onboard industry and is collaborating with Monty’s Bakehouse on gluten-free pies and pastries. Its current own-label gluten-free range, Too Good to be… includes savoury pies, quiches and sweet tarts. addofoodgroup.com

22. SCOPE The Portuguese company is investing more in its range of porcelain and is handling the aviation market for premium brand Vista Alegere 1824. A growing range of plastics now includes a bi-polar range featuring white on the inside and a colour on the outside with the white showing through to create a unique effect. scope.pt

23. CEPOVETTE Already supplying some 50,000 uniforms

24. TARTUFI BIANCONI This 30-year-old company offers Italian sauces such as ragu and pesto as well as truffle products including dried truffle, rice infused with truffle, and honey with truffle. The company only uses local Umbrian ingredients. tartufibianconi.it

25. ADDO FOOD GROUP This British bakery has its roots in food retail with a £350 million turnover, and 80% of its produce is for other brands onboardhospitality.com

26. LUNCHVEGAZ Offering vegan and organic ready meals made from worldwide recipes using regional ingredients. All meals are packaged under vacuum (giving them a 25-day refrigerated shelf life) and are available in single portions as well as bulk packs. LunchVegaz also offers gluten-free








Step Sourcing finds unique, high-end, innovative beauty and amenity brands and helps bring them to the onboard market

options and prides itself on being allergy-friendly, vitaminpacked and free from preservatives and flavour enhancers. lunchvegaz.de/en

27. STEP SOURCING Has added a range of new products. The Daniele de Winter’s beauty shots are sachets of powder which, when added to water, make a skin-improving drink. Sleep masks and amenity bags are offered from high-end British brand Otis Batterbea. Skincare options are offered from Farmacy, a new organic farm-toface brand from New Jersey; bellatorra, a Dallas sensitive skincare brand exclusive to Barney’s in the USA; and New Zealand

brand Caire, an in-flight skin care specialist with products said to reduce jetlag, dehydration and discomfort inflight. stepsourcing.com

28. GUT SPRINGENHEIDE The egg specialist's new double-layer traditional German country crepes are spread with fruits such as cherries and apricots and come in variable portion sizes, individually frozen.

30. DELI CONO A miniature ambient treat which looks like a Cornetto. The 20g waffle cone is filled with solid Belgium chocolate and topped with a soft cream. Pitched at First cabin complimentary service, it's halal, kosher, non-GM, peanut-free, individuallywrapped and with optional private label packaging. It comes in four flavours: hazelnut, milk chocolate, coffee hazelnut and milk. delicono.be

29. COOLIKE Spot Stop is a individually-wrapped stain removal wipe - a cotton wipe infused with active ingredients which loosen dirt immediately. coolike.de onboardhospitality.com

31. CUISINE SOLUTIONS The sous-vide masters now offer no-waste solutions for fruit and vegetables. cuisinesolutions.com •


WTCE review

Taste of Travel Theatre

Full on flavour


he Taste of Travel Theatre was buzzing this year, with a strong level of attendance and spectators praising it as offering ‘the best sessions to date’. The audience of buyers and suppliers was treated to three days of chef demonstrations, debates and presentations covering trends, challenges and new products. Jo Austin oversaw the programme and reports here on the chefs who made a stir…

Buy-on-board should be an evolution of street food. Passengers eat with their eyes so make sure your seatback promotions look good

JAMES STRAWBRIDGE Adding quality to buy-on-board Cornish development chef consultant and TV presenter, James set the scene with a presentation of spicy pies that would add quality and flavour to any buy-on-board portfolio. He took us to Mexico as he got creative with black beans and salsa verde, and said: “Buy on board should be an evolution of street food. Passengers eat with their eyes and the BoB menu on your seatback needs to feature good food styling and photography which bring texture to the product. Colour is key and packaging should tell an authentic story.” With thanks to sponsor, the Bake Factory

james strawbridge

MARK SARGEANT Dining Michelin-style with AA Mark showed how airlines are really taking onboard food seriously by recreating three dishes he designed for American Airlines’ First as part of the airline’s celebrity chef partnership programme. A Malaysian curry of Cornish monkfish with steamed basmati rice and coriander cress; celeriac and wild mushroom soup with white truffle oil and a superfood salad prepared with ease and finesse by this experienced Michelin-star English chef, TV regular and restaurateur. With thanks to sponsor, American Airlines

Airlines are now really taking onboard food seriously, working with celebrity chefs and using incredible ingredients mark sargeant

WTCE review


LEVI ROOTS Putting music in food Celebrity endorsement of a product always sells and the Levi Roots story took us from his grandma’s kitchen in the Caribbean to high streets the world over. The Rasta man with a guitar is synonymous with spicy Jamaican sauces, ready meals and soft drinks. “Sing Reggae Reggae sauce, so good you have to say it twice!” said Levi as he sung us his journey to fame. And make sure you remove the white seeds when using Scotch bonnet chillies,” he warned! With thanks to sponsor, the Bake Factory

EERO VOTTONEN A Finnish breakfast

When people are travelling a smile is the most important thing and my brand brings those smiles! levi roots

In celebration of its centenary, Finnair is working with the country’s leading chef, Eero Vottonen, in the creation of a wide selection of locally-sourced meals for its inflight service. Visitors to this session got to sample a delicious selection of sweet and savoury breakfast dishes featuring mushrooms, forest fruits, grains, spruce shoots and smoked reindeer heart - all regulars in Eero’s Nordic kitchen. “We have very long days in the summertime when we are permitted to rummage freely in the woods and fields for berries, grains and mushrooms,” said Eero. With thanks to sponsor, Finnair

CHEF TRINH DIEM VY A taste of Vietnam Airline chefs take their inspiration from restaurants around the world and Chef Vy is one of Vietnam’s most recognised restaurateurs, with a Cookery School in Hoi An. Wearing her traditional costume and assisted by the popular Chef Happy, Chef Vy talked through the popularity of street food and the delicate methods of creating a spring roll using fresh herbs, water chestnuts and thin rice paper. “In Vietnam we use sugar in every dish we cook as well as fish oil,” she said. With thanks to Chef Vy and Happy who sourced fresh ingredients in Hamburg •



WTCE review

Taste of Travel Theatre

New arrivals We gave a handful of new products and new exhibitors at WTCE the chance to make a quick two-minute pitch to a panel of buyer experts. No prizes but plenty of applause... First Time Exhibitors Five exhibitors presented their products in a quick-fire two minute pitch.

Dolceria Valmot ice cream - This

Taste and simplicity from Caffe di Aritsan

attractive range of gluten-free Italian ice creams was rated by the judges for its taste and packaging. Just needs a small spoon included to make it ideal for BoB. Baru Chocolates - This leading creator of dark and milk Belgian chocolates pitched a marshmallow containing real vanilla and honey. Delicious taste and perfect texture. Schar Foods -This single-packed biscuit from a gluten-free specialist was a new digestive likely to prove a popular addition. Oryx Desert Salt - The tale behind this pristine Kalahari salt is one that could convert everyone to adding more salt to their diet, especially as Oryx Salt contains all the trace elements the body needs.

New product pitches Five established exhibitors showcased their latest product in a two minute pitch.

CLIP Swiss Bento Box - Designed with the crew, caterer and passenger in mind, this sleek Economy meal service option is easy to wash and stack. Simplicity itself.

Joe & Seph's coconut & chia popcorn - This on-trend product drew much attention from the judges who loved the taste and recommended it highly for its BoB potential.

Inflight Equipment International Microthermiik meal productionAn impressive new process which can create meals that need no refrigeration.

The Collective compotes & yoghurts - This healthy range of doublelayer fuit compotes and yoghurts comes in a new size for the onboard market.



Caffe di Artisan coffee in a pod

Galileo Watermark amenity bag -

Anything that makes life easier for crews is all right by us. And anything that makes coffee taste better in the air is more than all right by us. This was the judges response to this new coffee product. Claimed to give an entirely different taste to the instant coffees we are all used to, Caffe di Aritsan coffee comes in liquid form inside a small single serve pod. The coffee itself is made from a range of brews and contains no artificial additives. The crew simply have to pour the contents into a mug and add hot water. Simplicity and taste made it the New Arrivals winner with our judges. Congratulations!

This fun X-forming amenity bag won praise for its unique look combined with practical applications and a good choice of material. The design team focused on post-flight value to create a bag with style and function. It is constructed of thick, semi-rigid faceted panels of metallic champagne protein leather, fused to a soft base fabric. Its unique asymmetrical pattern allows the bag to quickly change from a volumetric cosmetic bag to a 2D flat tablet device case. The visual effect is origami-like, with a segmented surface of intersecting geometries that are constantly shifting along ‘fold’ lines. A great idea! •

Origami-like style from Galileo Watermark onboardhospitality.com

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Passenger Experience Conference

Experiences rule


he Experience Economy is coming fast, according to speakers at this year’s Passenger Experience Conference held prior to the Aircraft Interiors Expo in Hamburg. With $3.5bn so far invested in the development of augmented and virtual reality, the question for the airlines now is how to satisfy growing interest in this within the confines of the aircraft. Vicki Loomes, senior trends analyst at Trend Watching, asked the question: 'What will my customers want next?' She introduced delegates to the Virtual Experience Economy quoting a recent survey from The Martini Report that showed 80% of top consumers would prefer to buy an experience to an object, 50% up on last year. The Blue Sky Talk at this year’s conference was given by Dick Powell of design agency seymourpowell. His theme was Designing Innovation, because "innovation gives an edge that translates into market share and sales," he said. He asserted that designers are

necessary to take an objective view of a problem, unaffected by marketing ambitions and engineering constraints. "Innovation is rarely a big idea. More usually it's a series of small ideas brought together in a new and different way," he said. One example he cited is a design for the First Class cabin of the A380, which sells space rather than seats. This led to the ground-breaking concept of selfcontained cabins, with single beds and doubles for couples. In the Head to Head with the

Innovators panel debate, Deborah Darton of the British Design Association moderated a discussion with Patrick Baudis of Bombardier and Alexa Luppi of SWISS. They talked about the eightyear project to design the cabin of the Bombardier C Series. Luppi says crews are happy to fly the C Series for several small reasons: the wider aisles, the bigger headroom, the improved lighting, the extra oxygen mask in each aisle, the better spyhole in the main door. Her conclusion was persuasive: "Happy crews lead to happy passengers."








The Passenger Experience Conference took place APRIL 3. Tech topics were covered in

THE CONNECTED JOURNEY STREAM of sessions. More coverage of the event on page 86 onboardhospitality.com

When you combine the hardware with software, you offer the opportunity to define new service paradigms. JEZ WHITE, SEYMOURPOWELL



Coconut Inmarsat airline

GX extends its reach Airlines are queuing up for Inmarsat’s GX Aviation Broadband. As the system extends its reach, Richard Williams speaks to Frederik van Essen on why it’s proving so successful


ufthansa has partnered with Inmarsat in a ten-year strategic agreement that demonstrates its strategy not to “just buy connectivity; but to buy a concept that delivers connectivity." Frederik van Essen, svp strategy and business development, Aviation Business Unit, says the installation of GX for Aviation on Lufthansa's short- and medium-haul fleet is going well, at eight planes a week, with around 80 aircraft finished. The entire fleet of around 250 Lufthansa, Austrian and Eurowings aircraft should be completed by the year-end. He says this is "a partnership to ensure the airline gets its hands on the latest technology". The system uses Inmarsat's three Ka-band satellites with Lufthansa Systems' BoardConnect server and WAPs in the cabin. Lufthansa is now charging for the service at three levels: messaging at €3, surfing at €7, and streaming at €12. The installation of the ground towers of the European Aviation Network by Deutsche Telecom has begun, and is likely to be functioning in the second half of this year. This will significantly boost capacity over the busy European routes. It uses a combination of S-band satellites and ground antennas and will produce speeds of 75 Mbps on the aircraft. As satellite modems improve, van Essen expects that to increase to 330Mbps. "Starting with a global

satellite network (which is now in place) is the correct way to go; satellite capacity will always be costly. It is much cheaper to add air-to-ground (ATG) antennas later to boost capacity in busy areas. With our fourth GX satellite launching in May, and two more in 2020, we are in a position to lower the cost of our network to our customers," he says. Talking about a new customer for GX, the low-cost carrier Air Asia, van Essen adds: "This shows that our satcom system is not just for premium airlines to give to Business and First Class, but also for LCCs. The ceo of Air Asia X, the long-haul carrier using A330s, says that his business was about ancillary revenue. At the moment he is making $60 per passenger, but with the more extensive retail


experiences that broadband offers, he expects to increase that to $80-90." Air Asia is upgrading its A320 and A330 fleets to GX Aviation from Inmarsat’s SwiftBroadband service, with installation starting this year, and going live in 2018. Inmarsat Aviation president Leo Mondale says: “GX Aviation’s global and consistent performance provides Air Asia group with the commercial flexibility needed to quickly deploy the service on routes across Asia, the Middle East and Australia." The rollout of GX for Aviation continues with contracts with Air New Zealand, Singapore, Norwegian, Air Asia, and the four airlines of the IAG group comprising BA, Vueling, Aer Lingus, and Iberia. Says van Essen: "We have just reached the significant milestone of a 1000-installation backlog." •



WE MADE IT EASY FOR AIRLINES TO HAVE THE LATEST TECH Job Heimerikx, AirFi, encourages airlines to look beyond the ‘ugly grey’ box to the content and versatility that counts


irFi now has contracts with 31 airlines, with another five in final negotiations and we attribute the success of the AirFi wireless IFE box to the fact that it is the only such box that was designed for purpose. Everything in our design is aviationgrade technology. It may be an ugly grey thing, but it's what's inside that counts. We made it easy for our customers to always have the latest technology. They can buy the boxes, but most opt to rent them and swap them regularly for new upgraded ones. VENUS, SUN & MARS Our 1.4 box released two years ago has now been upgraded to a 1.6, which is three times quicker and stronger, and in May the Venus box will be released. The 1.6 has 15 hours of battery life and the Venus has 22-30 hours, depending on usage. This makes it ideal for long-

haul flights. It also has a moving map and a potential for a virtual reality application. Future upgrades are also planned: the Sun box in 2018 and Mars in 2020. EMBEDDED BATTERIES While some wifi IFE boxes have had problems with swappable batteries overheating, all ours have embedded batteries, which avoids this. Our boxes check battery fluctuation and temperature and automatically shut down if they are abnormal. They also send data back to us to tell us if there is a problem. The AirFi box now has full digital rights managed (DRM), earlywindow content, through our partnership with content service


provider (CSP) West Entertainment. The AirFi software enables access without the passenger downloading an app. This year we will also be very content-focused. We are doing a deal with Mashable for short-video content. We want differentiated, millennial material. We also have a cooperation with UK television company ITV to show their content on the box. •



How to...

...make IFE seat-centric Seat and interiors specialist Zodiac is increasing its IFEC market share. Richard Williams discovers how from Larry Girard INNOVATE Zodiac’s new Zii RAVE system has been key to helping the company achieve 'measurable market share' in the IFE market. It is a seat-centric product, with one small box sitting in the back of each screen, carrying 1Tb of data. It can also use the cloud with satellite technology to deliver a gate-to-gate personalised IFE experience to passengers. MAKE IT USER FRIENDLY Once a passenger has downloaded the airline app, it uses beacon technology in the lounge and on the aircraft to connect through their phone, to address them by name, and tailor the graphical user interface (GUI) to their entertainment preferences. It also alerts the crew of their name, frequent flier status, food and beverage preferences, and any problems with the system. Being seatcentric, faulty screens can be swapped in seconds by cabin crew. MAKE IT EFFICIENT When the passenger chooses a movie, it does not stream, but loads the file from the cloud in the background as the film starts to play. Content load time is just five seconds. Because of the personalisation, the system has the potential to use the passenger’s preferences to push ads to them, which has strong revenue generating possibilities, particularly in the LCC market. MATCH AIRLINE NEEDS The company's airline customers include SAS, South African, Air New Zealand,

Lufthansa and Singapore Airlines. The new Zii system is currently flying with ANA, with no connection to the cloud, and with French Blue, with plans for introducing full connectivity through Inmarsat’s GX for Aviation satellite service. The system uses Zodiac’s classic black screens approved for linefit on the B777X, A350 and A380. Girard says Zodiac never forgets that: “the airline is our customer; it is their brand that we highlight." MONETISING DATA North Coast, a Zodiac partner, is currently developing an analytics portal to manage the advertising side. It will help to monetise the system by proving to

the advertiser that their ad was shown, and potentially if a sale was made. The North Coast portal is based on a functioning model used by gamers in the Far East.


GO LARGE French aero engine manufacturing giant Safran launched a £7.3 billion bid for Zodiac in January, which could create the world's third-largest aerospace supplier. This was announced shortly after the acquisition of B/E Aerospace by Rockwell Collins, and continues the industry trend towards consolidating technology and services in order to support increasing aircraft production worldwide. •

Let’s talk about your future TO DAY We know you need connectivity, but let’s explore what you want to do in the next 10 years. At Gogo, we make it our business to support your business and design products to fit you and your passengers’ needs for today, and tomorrow. And we deliver them on the most powerful global network.

To learn more, go to gogoair.com/onboard ©2017 Gogo LLC. All trademarks are the property of the respective owners.



Matthew Jensen

Wearable tech Matthew Jensen is an architectural consultant working with technological wearable, Seaband, to make the passenger experience better onboard cruise ships. Here he discusses how wearable technology can work across travel

In the constant quest for new, improved passenger experiences, airlines regularly use leaps forward in technology, IFE, service and infrastructure but the burgeoning cruise industry seems slower to evolve. Traditional processes seem to remain dormant. While entertainment, boarding, dining and accommodation may have changed, the passenger itinerary has consistently revolved around a key card. This system for identification, room access and payments onboard has been reliable but simply has not evolved to reflect app-based trends seen in aviation and hotels. Latest among such trends, are engaging ‘wearable’ technologies which could be about Aside from the experiential benefit of being to transform the cruise experience. The largest easy to use, the operator also prospers by constraints are of course cost and execution, gaining access to enhanced data on guests’ but research into IOT (Internet Of Things) and characteristics and movement. contactless payment systems shows potential The worn device uses the ship’s technological for a disposable, recycled infrastructure, gathering and mass produced data via sensors which travel wearable which will can monitor passenger Mass produced dramatically improve the movement and statistical wearables will passenger experience. This activities within the ship. dramatically improve technology can provide The wearable itself shows the passenger passengers with a life-long dining schedules, notifies experience and build passengers when the ship is ID and key and help build long-term loyalty connections between a at-sea or docking, provides business and its customers, personal message alerts reinforcing loyalty. and SOS emergency indicator (so could also be The wearable SEABAND solution, for example, part of the onboard safety procedures). was created as part of an R&D project on cruise As more wearable devices emerge into the ship innovation, architecture and environments. travel market, the cruise industry is set to By utlising a simple QI technology, the serve as an inspiring case-study on how to SEABAND captures guest data use technology to bring passenger service such as medical information, improvements and innovation. They can help preferred events, food and manage guest expectations and preferences, beverage, and climate and make both the passenger experience and control, to help the cruise onboard management easier. They could work line deliver a tailored in rail and air markets too as a mediation point onboard experience in both between the brand and user helping to craft public and private guest areas. bespoke travel experiences. •




New digital realities Whether enhancing the movie watching experience onboard or reinventing toys and games, technology is ramping up the passenger experience



Global C has developed the Gladi8tor inflight gaming platform to bring high-end gaming onboard. It lets players use their own device but only works once the passenger scans a card (which airlines could give or sell) containing a character – that character then becomes animated through augmented reality on their device. The first game available is Duel, which encourages passengers to progress up a league – sharing their data as they go. Five more games are expected to join Gladi8tor. gladi8tor.com; global-c.nl

Kaelis is developing its kids' kits to be combined with iPhones to create interactive play opportunities. Designs show a frog-shaped kit which can stow an iPhone. Using an app will then animate the frog and allow the character to interact with the child onboard and off. kaelisgroup.com



Virtual Vizor turns any smartphone into a virtual cinema to view videos, photographs, games and apps in 2D, 3D, 360°, virtual reality and augmented reality. It works like Google Cardboard, acting as a viewer for a range of apps that enhance content. The Virtual Vizor is simply a foldable phone holder with lenses, mountable on a baseball cap. It is very light and easy to use and can cut out peripheral light. It works via wifi with any IFE system for an immersive viewing experience. virtualvizor.com

Matrix is evolving the kids kit concept with the help of augmented reality technology. SwapBots are collectable characters built from three blocks which kids can switch to build their own personal character in the real world. Then, using the SwapBots app, they can scan their character and bring it to life within a virtual game environment. Matrix is also working with Mardles on a colouring and story book which combines traditional play activities with a digital experience – bringing content to life. Kids scan their coloured-in designs to see them come alive and can learn more about subjects ranging from space travel to jungles. thisismatrix.com


ANGRY BIRDS Building on the popularity of the Angry Birds gaming brand, created by UNGA, FORMIA offers a kids' activity book which can be combined with an app to bring play to life. Scan a code given with the game and an augmented reality game is accessed. formia.com

TRENDS to watch

Speaking at the Passenger Experience Conference, Vicki Loomes, consumer analyst at TrendWatching, shared five trends which are redefining your customers' expectations


he world is changing but basic human needs don’t change. Expectations, however, do change and spread – “you’re always being compared to the best in the business,” Vicki Loomes says, whether its Apple for design or Netflix and Spotify for choice. TrendWatching works on the basis that understanding consumer trends helps companies stay ahead of accelerating expectations, and lead them to actionable innovation opportunities. Read on for five key consumer trends which you can harness.

1 - The virtual experience economy Pursuit of status drives much of consumer behaviour, but whereas people used to covet luxury handbags, they now collect luxury experiences which they can share on social media. A 2015 survey of affluent consumers showed that 80% would choose a luxury experience over a luxury item – a 50% rise on 2016. Watch out though, over-sharing, though Instagram and other social channels, means that an experience can quickly lose its status appeal. We’ve moved from an internet of things to an internet of experiences and now we’re now entering a virtual experience economy. Pokemon Go, has already seen virtual experiences (VR) being used as cache in the real world. But VR is getting better and better. Next year Abba is rumoured to be doing a virtual reality concert

and earlier this year Japanese VR company Vaqso added scent to its VR headset. Ask yourself: Can you create virtual experiences which are a real status currency?

2 - Incognito individiuals Identity is becoming more fluid and it’s driven by a so-called ‘online utopia’ where people can use new platforms and tools to change/mask their identity. Loomes uses the example of black AirBnB users creating fake white profiles to out racial bias. The hashtag #AirbnbWhileBlack trended on Twitter in 2015 after several AirBnB users were rejected by homeowners while using their own black profiles and subsequently accepted using fake white profiles. New platforms and tools are now being created to help people mask their identity. New app Dusk lets users live stream anonymously by automatically pixelating videos and masking voices in real time. Similarly, chat app Candid was launched last year to allow users to chat about controversial issues anonymously. It identifies hate speech and bullying and uses an AI moderation system to identify rumours and attempt to verify them via web searches. Ask yourself: Can you harness anonymity to set your customers free?

3 - Big Brother brands There is a relentless desire for magical levels of personalised service and intuitive interfaces are on the rise – Apple uses Siri, Amazon has Alexa.



Users of digital virtual assistants are set to rise from 390 million in 2015 to 1.8 billion worldwide by 2021. Between June and September 2016 the number of Alexa 'skills' available to download in Amazon’s app store tripled to 3,000. Using Big Brother technology to enhance convenience is also on the rise – Amazon Go is a check-out-free store which allows customers to scan in, take what they want and leave, knowing their account will be debited thanks to shelf sensors. Ask yourself: When can you listen (with permission) in order to enhance the passenger experience?

unwanted food to those in need. Ask yourself: Can you generate positive value from your company’s surplus or waste?

5 - Worlds Apart

Brexit and the American election show the rise of polarised politics there are seemingly more generational and racial divides than ever and issues seems directly opposed – such as terrorism fears versus empathy for the refugee crisis – it all sounds beyond consumer trends but Loomes suggests not, saying: “Brands will find opportunities in helping people understand their changing relationship to 4 - Capacity capture home." Businesses are increasingly Two new consumer models trying to unlock exciting are rising from the current new sources of value, or chaos: New Global Citizens, Consumer types are finding creative new ways to changing. Be sure you and committed to an open and eliminate wasted resources. interconnected world, and your products appeal Restaurants are now Nation Nurturers, who are to the New Global doubling as co-working turning inwards, seeking solace Citizens and Nation spaces during their down in the familiar. Nurturers time and corporates are Appealing to the first is a getting in on the idea of car Heineken advert which brings sharing – allowing junior employees to lease vehicles people of opposing ideologies together to show that when more senior employees don’t need them. they can still share a beer and get on. A Starbucks Nissan launched a scheme last year allowing campaign, Upstanders, used podcasts, stories and UK-based owners of its Nissan LEAF car and e-NV200 videos to highlight individuals making a difference electric van to sell back their vehicle battery’s stored in their community and unite Americans during the energy to the National Grid; while Plan Zheroes is election - perfect for nurturers. a social network which aims to build relationships Ask yourself: Can you take positive action to make your between food businesses and charities, redistributing brand more meaningful to people? • onboardhospitality.com


Travel with Comfort



Marc Warde

Grab and go? Culinary consultant, Marc Warde, looks at how pre-purchase trends could soon inspire new restaurant and brand collaborations down the back of the aircraft

Today’s traveller has more choice than ever, and that choice hits them even before they get off the ground. Airports target them with a varied, contemporary catering offer and actively encourage them to take ground bought products onboard. It hard for onboard caterers to compete, especially for short haul. Great familiar brands that people love jump out at waiting passengers, as well as stylish hampers from fine dining eateries or celebrity chefs while, unless you are in First or Business, today the meal is usually some kind of packed lunch or a biscuit or, of course, nothing - unless you pay. a product more akin to the Business class meal. The growth of buy-on-board presents new And in the not too distant future there will surely challenges – load too much and an airline has be more associations with big restaurant brands issues controlling waste, don’t load enough - trusted food names that will inspire a preand they potentially lose sales. Having an purchase. While premium passengers have long extensive choice just isn’t viable and ensuring seen big name chefs or restaurant associations the loading algorithm is in their cabins, Economy right can never account is only just beginning for that extra hungry and associations with the Offer passengers dehydrated football club everyday restaurant something they actually that buys up everything brands passengers love. want and paying for it and leaves everyone else With so many of those might suddenly seem ok! popular chains already viewing your service as unreliable, and hence based in airports, a hybrid fuelling the buy-before-you-fly momentum. offer of a complimentary sandwich/meal which Long life food or dry foods can be a solution the passengers pick up at the departure gate but often these are not very sexy and serving is also an obvious option - saving time and them doesn’t exactly enhance the brand. logistics. Developing the pre-purchase trend seems an While carriers have invested much in obvious solution, if airlines can make it work. recreating the golden age of travel in premium In Asia and Australasia pre-order is well classes, it is surely now time to recognise that established and Europe needs to catch up. in our more inclusive world, great, informed Air Baltic and Thomas Cook have risen to the choices from trusted brands should be available challenge – and clearly giving a passenger further down the plane too. Passengers well something they ordered, something that know, you get what you pay for. Give them makes them smile and enhances their flight something they experience has to be a good thing. actually want and Some airlines are already using this trick paying for it might to inspire those in Economy to upgrade to suddenly seem ok! •




How to...

...work with buyers Alan Hayes is inflight retail and managed services director for Alpha LSG in the UK and knows the buyer/supplier relationship well. Jo Austin taps into his expertise KNOW YOUR STUFF Alan's experience has given him a true insight into what it takes to get a product on board. It is not rocket science, he insists, it’s about creating a strong a lasting relationship. Know your stuff, know your customer profile and make life easy for the buyer and you cant go wrong, he says. RESPECT THE BUYER Alan has ‘seen it all’ when it comes to suppliers trying to persuade an airline to take their product. He has 15 years’ experience in retail, aviation and customer account management and says: "Relationships matter and everything is worth a try." AVOID DAFT ASSUMPTIONS That said, suppliers do often make some daft assumptions which simply don’t help their cause he says. Chief among these are the assumption that everyone already knows their company and that the company is very different from the competition. Others include thinking that the buyer’s challenges are simple and forgetting that buyers are interested in other products too. Cost is critical too. LEARN LESSONS The process of getting a product onboard should be a matter of common sense, Alan explains if a supplier really knows their product and has a passion. Remember the buyer may not always be right or knowledgeable and that if the supplier really knows his customer profile and is enthusiastic about this

product then this can make life and the buying decision easier for the buyer.

FACT FILE Never assume your company or product is unique. Be open and be prepared for some give and take Be sure you can guarantee the supply chain. Buyers have to have complete trust in their supplier

Make life easier for buyers with clear stats and product information Concentrate on the long term. The buyer/ supplier relationship is rather like a marriage. It's about creating a good partnership


DO YOUR HOMEWORK If a supplier wants a long term relationship with the buyer, they must do the homework, provide facts and figures and be prepared to share sales data, remembering that both sides have a business to run. Think beyond the product being listed and, most important, be sure you can guarantee the supply chain once an order is made. Buyers have to have complete trust in their suppliers. BE PART OF THE CHANGE Suppliers need to be on top of onboard shopping trends too and one of the biggest changes is technological innovation to support efficiency and sales, and measuring customer satisfaction which is vital. alanb.hayes@alphalsg.co.uk •

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DHL Supply Chain

Making rubbish work London Gatwick has worked with DHL Supply Chain to become the first airport in the world to turn waste into energy on site. Julie Baxter discovers how


ver stop to wonder what happens to all that waste the cabin crew bags up on every flight? Halfeaten sandwiches, discarded plastic forks, drinks bottles and coffee cups – airlines and airports generate a mountain of refuse but if it is off-loaded in London, it now has a much more interesting and useful journey ahead of it. Gatwick Airport and DHL Supply Chain have a new waste management plant, making Gatwick the first airport in the world to turn its waste into energy on site. The new £3.8million waste plant not only disposes of Category 1 waste safely onsite, but converts it and other organic waste into energy to heat Gatwick’s waste management site and power its water recovery system. A similar, but smaller, plant is operated in collaboration with British Airways at Heathrow too and recently won a 2017 Onboard Hospitality Award for sustainability. Category 1 forms the majority of waste from non-EU flights and is defined as food waste or anything mixed with it, such as packaging, cups and meal trays. Through the plant, waste is turned into a dry-powdered organic material, which is then used as fuel to heat the recycling site and dry the next day’s waste.

Gatwick currently treats 2,200 tonnes carbon emissions. The plant has also been of Category 1 waste each year, around designed with the future in mind and has 20% of the total generated at the airport the capacity to produce additional energy (10,500 tonnes). The new energy plant that could one day be used to power will process around 10 tonnes of Category other areas of the airport. 1 waste per day - and “On our journey to this time it will be done become one of the on-site. greenest airports in With the objective of the world, our new Despite passenger world-beating waste boosting the airport’s numbers doubling, plant turns a difficult recycling rate from Gatwick has reduced waste problem into 49% today to around 85% by 2020 – higher its environmental a sustainable energy than any other UK source. We’re confident footprint airport – the plant it sets the benchmark includes a waste sorting in waste management,” centre to maximise recycling onsite. said Stewart Wingate, Gatwick ceo.” Concentrating all activities in one location Despite airport growth, Gatwick's enables the team to transport waste environmental footprint has reduced and four times more efficiently than the plant is set to save £1,000 in energy before, reducing local traffic and and waste management day every day. •




How to...

...rethink onboard blankets A seawool blanket from Kuan's Living received One to Watch recognition in this year’s Onboard Hospitality Awards, Julie Baxter speaks to founder Viola Kuan to discover why it's making a stir THINK DIFFERENTLY Onboard blankets don’t often get much praise. Truth be told they don’t often even get noticed that much. But when an interesting eco back story is combined with a soft, tactile textile it seems something shifts in the onboard fabric experience and it is worth a second look. Viola Kuan heads up Kuan Living and her seawool blanket has been nearly four years in the making. BRING JOY She says: "I have been working in textiles for the home all my life, using Italian workmanship, and first got involved with airlines when we designed and supplied a comforter set for China Airlines. I am a frequent flyer myself and knew onboard products must bring comfort and joy, just as products for your home do." UNDERSTAND COMFORT Viola wants to bring the comforts of home to the aircraft and says: "I believe comfort comes from all the senses, not just touch but sight and smell too. We need textiles to feel soft and smell right and onboard there are other factors to take into account too such as packaging, crew handling and static." INNOVATE Looking for new fabrics that could work onboard and knowing environmental sustainability is key for many airlines, Viola began a cooperation with a manufacturer which specialises in eco-friendly fabrics. They were developing a fabric using recycled PET bottles and seashell powder

and were getting incredible results. "They were already making suits from this fabric but had never made blankets. Together we developed a new fluffly, non static, wrinkle-free seawool blanket and we are confident it will work well onboard."

FACT FILE Kuan Living is a retail chain which has opened 45 stores across Asia in the last 10 years The blanket can be finessed with fine detailing to add style and branding

The seawool blanket is static free for life, even after laundering The seawool blanket by Kuan's Living is represented for onboard sales by clip cliponboard.com


SNIFF IT OUT She has actively worked to avoid the strange smell some blankets give off and to create a luxury feel. "We have created a commercially viable blanket with great green credentials but most importantly one that is warm and comfortable and smells great." WATCH THE DETAIL Kuan concludes: "Throughout the development process our focus was on creating an environmentally-friendly yarn that would be soft when knitted. I wanted it to be a super soft indulgent product, quite different to the blankets we see onboard today." •

in conversation


eye masks aren't enough. Airlines must take sleep seriously Design and innovation expert Matrix is partnering with sleep expert Professor Russell Foster who shares his onboard insights here


ack of sleep impairs our cognitive ability and creativity and leads to a 15% reduction in performance – the same as being over the drink driving limit! If airlines are serious about looking after their customer's wellbeing then they should take sleep more seriously. While we sleep long term memories are cemented and we process information. Our brains remove waste products like the proteins attributed to Alzheimer’s. Don't lose sleep over it, but... Short-term sleep deprivation can exacerbate mental health disorders and see people experience a 59% reduction in retaining positive emotions. We become more impulsive and lose the ability to empathise. It also impairs our metabolic responses, which is why being tired is like being hungover – we crave carbs! Longterm affects are more serious, with studies showing that night shift workers are more

likely to suffer from cancer, heart disease, diabetes and mental health problems. Personal service We need to chronotype individuals. There is, after all, a genetic basis for being a morning/night person and that holy grail of eight hours' sleep is an average – some people need more and some less. By working out what each person needs, airlines could design sleep programmes. Routine is important for sleep. It's impossible when travelling, but what if airlines could introduce a sense of it? They could send their premium customers a pillow spray weeks before flying - the scent would then be associated with sleep and when it’s smelt again on the flight it would signal relaxation.


important steps Nutrition is key to maximising sleep. Small doses of high protein are best for bodies preparing for slumber. Airlines should be tailoring their meals to this and offering more caffeine and alcohol-free options. The sleeping environment must be dark, not too warm and quiet. It’s not easy (especially in economy) but airlines could offer better noise-cancelling ear plugs, invest in bedding which regulates body temperature and employ simple 'do not disturb' buttons to assist crew. We must limit passenger exposure to blue light (the light which iPads, laptops, TVs and phones give off) at least 30 minutes before sleep. Airlines should look at IFE systems which reduce the blue light glare they give off on a night flight. •



Men's grooming THE ART OF SHAVING A brand specialising in luxury First Class skincare for men, The Art of Shaving focuses on the four elements of the perfect shave: preparation with a pre-shave oil; lather up with a glycerin-based shaving cream; shave with a properly balanced razor; and moisturise without harsh alcohols. Sandalwood is the company's most popular scent. It is supplied for onboard by Select Amenities (Read more at onboardhospitality.com) selectamenities.com theartofshaving.com

As more men make skincare and grooming a priority, the door opens on amenity kit products for gents, says Cameron Roberts

PIER AUGE The French company exhibited at WTCE this year with a range of grooming products designed for onboard. Men's products include Eye Contour, an anti-tiredness gel; After Shave, an ultra matt balm; and Gentle Scrub, a face wash gel. pierauge.com

ELEMIS Offering traditional shaving creams and face washers, Elemis is well established in female kits and also brings a range of anti-aging solutions to the men’s market. The range includes cleansers, eye revivers and moisturisers. elemis.com


Johnny’s Chop Shop is a new British brand, targeting onboard amenity kits and pop-up male grooming stations in airport lounges. Its range includes hair clay, hair gel and hair pomade as well as face balm, beard oil and a wash bag. The range fuses retro 1950s/1960s style. stepsourcing.com johnnys-chopshop.com


SEASCAPE Seascape is a UK company which aims to "reinvigorate and refresh the daily grooming routine for men." Its range includes shave gels and moisturisers created from allnatural ingredients sourced in Jersey, the Channel Islands. seascapeuk.com



Rob Britton

Lessons in 'bumping' With 25 years experience of airline crises behind him, Rob Britton reminds us of a few lessons United seemed not to know about 'bumping'

The shocking incident at United event to codeshare contractors, which never Airlines last spring had rub-on worked). However, inexplicably, United never effects across the airline industry assigned any blame to the overreaction of worldwide. The persistent media Chicago’s airport police. coverage was lamentable. If past episodes, Third, after issuing a thorough, accurate, and including serious accidents, are a guide, the empathic (you cannot say “we’re sorry” enough) long-term impact on United’s business is likely statement soon after the incident, follow up with to be small, but the short/medium-term effects useful detail. Explain airline processes in plain were painful for all. English (not airline jargon) to help retain control What should we learn? I worked through serial of the narrative. For example, United should have airline crises during the 25 years I worked for emphasised the rarity of involuntary denied three carriers, including boarding (“bumping”). fatal crashes and Because people cannot especially the aftermath interpret small numbers, of September 11, 2001, they should say it this way: and I now teach effective if you flew one flight a day, Be prepared for bad crisis management at 365 days a year, it would publicity. Denial is not universities in the U.S. be 44 years before you’d be an option and Europe, so I have bumped. And it wouldn't some perspective on it be this brutal. and offer five lessons. Fourth, social media and First, be prepared. United clearly was not. Best smartphone cameras mean every company that practice is to have pre-drafted messages and cares about its reputation must monitor and action plans covering a wide range of possible participate in Facebook, Twitter, and the rest. events. These will need to be tailored to fit Set up a dedicated team (all large U.S. airlines the specifics, but the core messaging will be have done so) and stay current. Happily, there done, and tested, in advance. Advance prep is sophisticated software from providers like prevents the flip-flopping and dissembling that Conversocial that help but it still takes people. characterised the first days of the United mess, Fifth and finally, if you tell the public “this and help keep control of the story. won’t happen again,” promptly develop new Second, own the problem, but qualify when processes to make that promise seem real, then warranted. To their credit, United took total announce them widely. United gets top marks responsibility, even though the incident was on this: less than three weeks after the event, technically the fault of their franchised partner they released a comprehensive list of things Republic Airline (in the past, especially after they will do differently, including a new team to accidents, larger airlines tried to offload the monitor overbooking, higher compensation for volunteers, and apps and software to get in front of problems before they’re at the gate, or worse, on board. Effective crisis management means being ready, being honest, and being smart after the triggering event. Denial is not an option. •




Supersonic service George Banks won the 2016 Onboard Hospitality Lifetime Achievement Award following a long career in inflight service including time overseeing F&B on Concorde


he Concorde was the ultimate in sophisticated supersonic travel for the elite flying from 1976 to 2003. Serene, smooth, stylish and the epitome of elegance and ĂŠlan in design and detail, it flew faster and higher than any other passenger aircraft up to 60,000ft. Only Air France and British Airways operated Concorde and for BA it was the flagship aircraft, given the highest priority with menus changed weekly. I was responsible for the food product and also produced

recipe cards to inspire crew knowledge of the dishes. BA services began from the UK to Bahrain and Singapore in 1976, with Air France operating from Paris to Dakar and Rio de Janeiro on the same date. Services to Washington and New York followed and soon royalty, including Her Majesty the Queen; statesmen such as Margaret Thatcher and Henry Kissinger; and celebrities from Diana Ross and Mick Jagger to Joan Collins and Robert Redford were regulars onboard this 21st century icon.


The BA Concorde had 100 seats in a consistent layout of two x two across the aisle and had many interior re-designs. The last upgrade in November 2001 saw ÂŁ14 million spent on fabrics, furnishings, new catering equipment and a new tilt-cradle seat with hand-stitched Connolly leather upholstery with adjustable head and leg rests. Sir Terence Conran consulted on the new interior and lounges, and designed beautiful white china, futuristic cutlery and glasses to support lighter menus.


Passengers expected not only superlative F&B but choice. Beautiful bespoke lounges offered a full meal or snack pre-departure at Heathrow and JFK and onboard quality made up for quantity as there were challenging weight and space restrictions. Arriving in New York before you left London (due to the time change) meant passengers had the option of dining in the many Manhatten restaurants on arrival. The finest wines were offered from the famous Concorde 'cellar' and warm rolls were offered from a linen lined silver tray.


Menus cards and contents changed but early menu cards featured high gloss, navy blue card with a luxurious tassle, and the Concorde crown logo. They were written with French subtitles. Visual exclusivity in 1976 was emphasised through branding on the china which featured a dark blue edging band dressed with a continuous gold stencil of a Concorde. This was the menu of the final flight.



The main meal service started with aperitifs and the very best champagnes such as Laurent Perrier Grand Siècle or Dom Perignon 1969. Served in crystal cut glasses, the Champagne was continually offered and accompanied by a choice of hand-finished canapes served on china plates often featuring Oscietra caviar, game galantine, smoked salmon or lobster specialities.


A choice of three main courses, served in large china casseroles, ranged from noisette d’agneau a la menthe, (new season lamb with mint) and homard cardinal (fresh lobster in a brandy and white wine sauce with truffles) to supreme de volaille aux morilles (breast of chicken cooked with morel mushrooms, bacon and gooseliver in a crust of golden crisp pastry).



A dessert half tray followed with a bowl of fresh berries and fruits and a selection of four cheeses with crackers and Cockburns special reserve Port served by the crew from the trolley. The half tray included cup and saucer, liqueur glass and a small plate of petits fours or chocolates. Liqueurs, tea or coffee were offered after the desserts along with (in 1976) Jamaica Royal cigars!

A starched white tablecloth and tray was set, with pre-plated elaborate selections of elegant gourmet appetisers offered such as 'truite saumonée maltaise', Pâté de foie gras or Oscietra caviar'. Then a linen napkin, silver-plated cutlery, branded china cruets (all exclusively designed) were presented with a bowl of a salad composée and vinaigrette dressing, plus fresh butter.


In later years lighter options included luxury main course salads with lobster or shrimps, or sandwiches – as requested by many captains of industry travelling onboard weekly and expecting to dine out on arrival. Sandwiches were loaded in six portion sizes and dressed by the crew onto a china plate. By 1991, the option of an express meal service was offered.


Seat pocket literature featured a leather look folder and magazine, and before the end of every flight beautiful gifts were offered such as a piece of Wedgewood china, exclusive Smythsons stationery, a branded grey leather Concorde diary, a silver picture frame or a luxurious pure cashmere scarf.



As Concorde services came to an end, there was an outcry of sadness. Suddenly every flight was full. The last flight - BA002 - operated from NYC to London on October 24, 2003 and carried the late Sir David Frost and actress Joan Collins, among many. BA said farewell in style with three wonderful champagnes and a beautiful silver grey menu card with luxurious double grey tassle. Ticket wallets and souvenir packs were tied in grey silk ribbon, and a much praised brunch menu included lobster fishcakes with Bloody Mary relish.




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

Cool views Icelandair is making flying ‘cool’ with the addition of glacier imagery on its new livery. The Vatnajökull took to the skies as part of the airline’s 80th anniversary. Inside, the aircraft’s interior is also inspired by the glaciers, with the drinks trolley being transformed into a mini ice-cave, and cups, napkins and even sick bags decorated with glacier prints. @Icelandair

Avgeek heaven

Go wild

St Maarten has been identified as the leading plane spotting destination for Avgeeks. In a recent survey of over 500 aviation enthusiasts by London City Airport, the Caribbean island was ranked favourite thanks to the close proximity of Maho Beach and Princess Juliana International Airport which allows plane spotters to lie on the beach and watch as aircraft approach for landing. @LondonCityAir

London Gatwick is beefing up its eco credentials by showcasing its wilder side and celebrating local wildlife. The ‘Gatwick Goes Wild’ project was organised by the airport and the Gatwick Greenspace Partnership and aimed to highlight the wild spaces and nature found near the airport. Unexpected neighbours to the airport include a colony of bats and a wide range of small mammals. @Gatwick_Airport


It's a dog's life Easyjet has launched a new loyalty club – this time for assistance animals. The ‘furry flight club’ welcomed its first member, Joey the guide dog, as he reached the milestone of 35 flights taken alongside his owner. Joey loves flying and will now receive doggie treat rewards as part of the loyalty scheme. The aim is to show the airline's support for travellers with disabilities. @easyJet



Runway style Thomas Cook Airlines has turned passenger attention to its new crew uniforms with an onboard flashmob fashion show. The pre-flight show was held on a recent Manchester to Tenerife flight infront of unsuspecting passengers, who were invited to the Airbus A321 early to see the aisle transformed into a different type of runway for the exclusive event. The uniform will be introduced to all Thomas Cook Group Airlines cabin crew teams through the coming year. @ThomasCookUK

Salad style

Face facts Finnair will be trialling facial recognition at their check-in desks at Helsinki Airport. A group of 1,000 frequent flyers are taking part in the test, using an app to upload their portrait to the face recognition system. Then, at a designated desk, their travel information is double checked to ensure the face recognition was successful. @Finnair

Looking for a new and inspiring way to get your passengers looking more closely at your onboard food offer? How about taking a leaf from Greggs’ summer menu launch. Bakery specialists Greggs unveiled two couture dresses constructed by celebrity costume designer Kate Tabor. The garments were made from a total of 5,000 salad leaves, 100 limes, 80 bell peppers, 250 chillies and 50 bulbs of garlic. @GreggsOfficial


Kitty expands EVA Air has expanded its Hello Kitty character aircraft with the launch of the new Joyful Dream Jet. Similar to the carrier’s Hand-in-Hand Jet, the Joyful Dream brings other Sanrio family characters onboard. They are shown on the livery of flights operating between Taiwan, Japan and China and are also feature on merchandise onboard. @EVAAirUS



Three shows, one Sunshine State These co-located shows in California cover every aspect of the onboard experience between them, enabling the entire supply chain to access the full spectrum of aircraft interiors products and passenger services on one level, in one location. The International Flight Services Association (IFSA) will showcase food, beverage, comfort items and amenities. Running as usual will be the craft beer experience and popular chef’s competition, won last year by PJ Lemoncelli from Preferred Meals. There will also be a social networking event held at Hotel Maya. The Airline Passenger Experience Association (APEX) represents more than 75 airline. This event is exclusive to experts and decisionmakers committed to elevating the airline passenger experience and the four-day event will feature educational sessions and the latest airline-related technologies, products and services, with companies showcasing IFE,

inflight connectivity and satellite technology. Aircraft Interiors Expo (AIX) in Long Beach is the only autumn event dedicated to the cabin interiors industry. It showcases a wide range of products such as seating, galleys, lighting, lavatories, cabin management systems and passenger services. aircraftinteriorsexpo-us. com; apex.aero; ifsanet.com


Taste Dubai

This will mark the 10th anniversary of the dedicated food-to-go trade show which is moving to London's ExCel exhibition space to accommmodate its growing list of exhibitors - over 340 food, drink, packaging and equipment representatives. As usual, the show will have a Start Up Zone, dedicated to fledgling companies and encouraging and promoting new products, ideas and business. Visitors will be able to sign up to networking and attend two theatres hosting leading industry figures talking about the latest moves in the business. lunchshow.co.uk

The fourth World Travel Catering and Onboard Services Expo in Dubai was the region's largest dedicated platform for the travel catering industry, providing a place for buyers to find new solutions and technologies from product manufacturers, suppliers and service providers for the airline and airport catering sectors. The show was co-located with The Airport Show, a B2B platform for companies to showcase airport and aviation-related products and services, and the Global Airport Leaders' Forum (GALF) 2017. wtceme.com

WHAT: IFSA, APEX AND AIX WHERE: Long Beach Convention & Entertainment Centre, USA WHEN: September 25-28, 2017

WHAT: lunch! WHERE: London, ExCel WHEN: September 21-22 2017

WHAT: WTCE Middle East WHERE: Dubai, DIDEC WHEN: May 15-17 2017


CALENDAR SEPTEMBER 3-5 The Speciality & Fine Food Fair takes place at London Olympia. specialityandfinefood fairs.co.uk ------SEPTEMBER 6-8 The Aviation Festival incorporates the Low Cost Airlines Congress, Aviation IT Show, Air Retail Show, and more, in London's Business Design Centre. terrapinn.com/ conference/aviationfestival-europe ------SEPTEMBER 18-20 Seafex, Yummex and The Speciality Food Festival are co-located in Dubai's World Trade Centre. seafexme.com; yummexme.com; speciality.ae ------OCTOBER 1-6 TFWA World Exhibition & Conference is a duty free/ travel retail summit in Cannes, France. tfwa.com

The new way to search for the hottest onboard products and services, coming soon...

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Get your product into Onboard Finder, contact sue.williams@bmipublishing.co.uk

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