Onboard Hospitality 84

onboard hospitality • Issue 84 • NOVEmber/december 2020

NOVEMBER/December 2020 Issue 84

Textiles hygiene • COVID testing • Brokers adapt

Building back better Connecting creatively in a time of industry change

future facing virtual expo preview recognising resilience

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Tailor-made solutions. Endless possibilities.

DISCOVER OUR ONBOARD COMFORT OFFERING AT WWW.SPIRIANT.COM

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NOVEMBER/DECEMBER / 03

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Inside this issue...

WEBINAR REVIEW WTCE/ PEC virtual series

Awards

FOOD 28 33 34 36 37

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14

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Brokers: Adaptation is key Opinion: Marc Warde Take your pick: Boxed meal innovations Opinion: Nik Loukas In conversation... Mike Weinmann, IRCG

TECH INNOVATION 23

WELLBEING 38 Textiles hygiene: Safe and sound inflight

27 Take your pick: Healthy drinks

44

DESIGN & INNOVATION Testing: Sing out In conversation...

Kenny Harmel, GW 50 Sustainability: In the post-COVID world 52 In conversation...

Andrew Robinson, Eurostar

38 BEVERAGE

Mentoring: For Aisha

44 49

How to... adapt inflight entertainment to new habits

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RETAIL 54

Rail: Getting back on track

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VIRTUAL EXPO The Onboard Hospitality-IFSA Virtual Expo and the FTE APEX Virtual Expo will take place December 8-9 2020

REGULARS

07 Industry update / 16 In debate: Daniel Coleman / 59 New Arrivals: Sticksology / 60 Global Perspective

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WELCOME / 05

EDITORIAL EDITOR Julie Baxter julie.baxter@onboardhospitality.com JOURNALISTS Jessica Pook & April Waterston

Building resilience...

W

hen life gets tough it is tempting to hide your head under the pillow and stay there until your troubles go away or someone else resolves them.

CONTRIBUTORS Roger Williams CONTRIBUTING EDITORS Jo Austin (For Taste of Travel enquiries: jo.austin@onboardhospitality.com) EDITORIAL DIRECTOR Steve Hartridge

But the truth is that if you just hunker down and do nothing, the world and its worries will go on without you and solutions will be found that leave you and your business behind.

Crises are definitely not for sissies and it takes tough determination to get through. Those with the guts get out from under the pillow, recognise they have to reinvent themselves, and dig deep to find the resilience and resolution to press on. They carve out a new, viable reality.

Our industry is hurting. Tough decisions are being made and the most unpalatable of medicines swallowed. The challenges ahead remain considerable but surely the only way forward is through collaboration, creative conversations and strong, honest connections. To support just this, we are pleased to be a strategic partner in the first FTE-APEX/IFSA Virtual Expo designed to facilitate collaboration and offer new opportunities to share ideas and innovation.

The most resilient and resourceful are already in action, reshaping what they do and leading the way.

Together, piece by piece a positive future will take shape.

PUBLISHER Sue Williams sue.williams@onboardhospitality.com ASSOCIATE PUBLISHER Craig McQuinn craig.mcquinn@onboardhospitality.com

DESIGN & PRODUCTION DESIGNERS Caitlan Francis & Louisa Horton PRODUCTION & STUDIO MANAGER Clare Hunter

Julie Baxter EDITOR Onboard Hospitality

PRODUCTION ADMINISTRATOR Steve Hunter

BMI PUBLISHING MANAGING DIRECTOR Matt Bonner CEO Martin Steady SUBSCRIPTIONS Kay Fisher subscriptions@bmipublishing.co.uk (PRINT) ISSN 2046-2042. ©BMI PUBLISHING LTD 2020. ONBOARD HOSPITALITY IS PUBLISHED BY BMI PUBLISHING LTD: 501 THE RESIDENCE, NO. 1 ALEXANDRA TERRACE, GUILDFORD, GU1 3DA, UK. T: 020 8649 7233 E: ENQUIRIES@BMIPUBLISHING.CO.UK BMIPUBLISHING.CO.UK WHILE EVERY EFFORTIS MADE TO ENSURE ACCURACY, BMI PUBLISHING LTD CANNOT BE HELD RESPONSIBLE FOR ANY ERRORS OR OMISSIONS. COVER IMAGE: BIGSTOCKPHOTO.COM Regularly read in over 70 countries worldwide and mailed to our 15,000+ international database. Read this magazine in digital form, share it virtually or subscribe.

If you are looking for a supplier or caterer, check out onboardhospitality.com/finder

Let's meet - virtually...

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

ALL OF A TWITTER

RECOGNISING EXCELLENCE, RESILIENCE AND INNOVATION IN AIR, RAIL, CRUISE AND FERRIES

onboardhospitality.com/awards

We aim to help you connect in the virtual world too.

Follow us on Twitter (and Linkedin) and Use #onboard #OBHawards to follow the conversation. @OBHMagazine

STAR QUALITY

Due to the impact of the COVID-19 pandemic on our industry, the Onboard Hospitality Awards will now open for entries on April 1, 2021 Contact: Sue Williams

STAY CURRENT

For the latest onboard news and regular video interviews don't miss Onboard Hospitality Weekly, our enewsletter, into your inbox every Wednesday.

GET VIRTUAL

We're partnering with FTE-APEX, IFSA & ACA to support the first virtual tradeshow and conference for the air transport industry, December 8-9.

SINGAPORE CALLS

In November 2021 Onboard Hospitality will host the Onboard Hospitality Forum - Asia as a hybrid in-person and virtual event, as part of FTE-APEX Asia Expo. Contact: Craig McQuinn

onboardhospitality.com

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industry update / 07 Top stories from across the industry

industry

update

Top stories from across the industry

On the ground

Etihad partners with Lumitics on research to cut food waste

11

Inflight focus

SPIRIANT launches sustainable ovenable food packaging solutions

08

In the air

Lufthansa launches exclusive new retail concept with Retail inMotion

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12

Thinking green

Sola supports cutlery switches ahead of single-use plastics bans onboardhospitality.com

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08 / industry update Top stories from across the industry

RiM expands its e-offer

SPIRIANT designs for eco catering

Retail inMotion and digital magazine publisher e-Mersion Media have partnered to expand the provision of digital content for air and rail markets.

The deal will enable interactive fullyimmersive user experiences and new auxilliary revenue opportunities.

“Personalisation is becoming more important than ever in the airline industry and offering the right products to the right person at the right time makes the difference between a good onboard experience and a great one,” said Stefan Patermann, CEO of Retail inMotion.

“Through our partnership with e-Mersion Media, we hope to further digitise and break new ground in inflight retail." e-Mersion Media provides brands with innovative digital publishing solutions. retailinmotion.com; e-mersion.media

SPIRIANT has launched PureCure, a sustainable, ovenable food packaging solution designed to withstand high temperatures and remain stable against moisture, grease and oil leakage.

The PureCure casserole is made from 100% plant-based materials instead of petroleum-based plastic. Unlike most other similar products, it does not contain a thin plastic layer or coating. This means that PureCure is the first casserole that is fully compostable.

The material is toxin-free and metal-free, heat-resistant (up to 220˚C/430˚F), and cool to touch when taken out of the oven. The product’s shape and branding can be customised and SPIRIANT promises a relatively low complexity of switch from C-PET or aluminium for caterers. spiriant.com

All smiles to keep clean FORMIA has launched a Smiley Clean Kit. The kit contains a face mask and an array of sanitising products adorned with a bright yellow smiley face, with the aim to help younger passengers and families feel safe, happy and healthy as they return to air travel. formia.com

gategroup refinances gategroup shareholders and bank lenders have agreed to support a restructuring of the Group’s financial indebtedness. The proposed deal will provide new liquidity to address short and medium-term needs and help establish a stable capital structure. gategroup.com

Inflight Dublin deal Inflight Dublin has been awarded a five-year contract for the provision of IFE by Uganda Airlines, the national flag carrier of Uganda. Inflight Dublin will provide IFE content services to with quarterly updates from January 2021. Inflight Dublin is the largest CSP in Africa. inflightdublin.com

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10 / industry update Top stories from across the industry

Retail concept takes flight Lufthansa Group has chosen Retail inMotion (RiM) as its exclusive partner in implementing a new onboardretail concept.

RiM will develop and manage a customer-centric and premium retail concept from spring 2021 for food and beverage products in Economy on Lufthansa, SWISS, and Austrian Airlines short- and medium-haul flights.

Based on their respective brand identities, RiM has designed individual product concepts together with the airlines. The common denominator will be the emphasis on fresh, regional highlights, as well as a carefully selected and curated assortment of snacks and drinks.

The new concept will be introduced consecutively by each airline and replace complimentary snacks.

The partnership will open up RiM’s full range of technology solutions to the Lufthansa Group and will support the company on its path to delivering a premium, integrated passenger and crew experience by using innovative digital platform solutions.

“We are proud to support these airlines in building a best-in-class passenger experience based on individualisation, excellence and efficiency,” says José Lirio Silva, RiM Europe. lsg-group.com

Research shows the importance of tech for food post COVID-19 The LSG Group has evaluated how the COVID-19 pandemic is influencing trends in global food markets.

Based on its annual Trends Report, the company’s experts concluded that the 'digital food' trend has become

more important with pre-order and pre-select solutions seen key going forward.

The trend towards offering passengers a better and more individualised flight experience continues and is seen as compatible with cost cutting when paired with digitalisation.

The trends towards 'celebrating heritage' and 'body boost' have moved up the agenda while the 'rethink materials' priority has dropped back in favour of food safety through packaged products inflight.

Torsten Müller, head of global product & service management, believes that this is temporary change and says: “I’m sure the topic of sustainable products will soon be of great importance again so we continue to develop solutions that meet the demand for sustainability.' lsg-group.com

Gate deliveries with Grab PHL Food & Shops, the retail concessions programme at Philadelphia International Airport, has launched a new food delivery option in collaboration with Grab and AtYourGate.

The Grab airport app, with delivery powered by AtYourGate, aims to ease queuing at the airport concessions experience and offer travellers a COVID-friendly way to pre-purchase catering. It offers contactless meal ordering and delivery capabilities at all the airport's terminals.

Passengers can download the app to their mobile device or visit orderatphl. com to order. They can also scan Grab QR codes placed throughout the airport

as a way to order food and get it delivered on the go.

Customers search for dining options by food type and terminal, pay through a contactless solution and have their orders delivered direct to their gate, ensuring social distancing measures are met throughout the purchase. First time users receive a 20% discount to encourage take up. orderatphl.com

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industry update / 11 Top stories from across the industry

Etihad pilots research to cut food waste Etihad Airways has partnered with Singapore food technology start-up Lumitics to trial the use of computer vision and machine learning in order to reduce food wastage create by Etihad flights.

The partnership will see Etihad and Lumitics track unconsumed Economy class meals from Etihad’s flights, with the collated data used to highlight food consumption and wastage patterns across the network. Analysis of the results will help to reduce food waste, improve meal planning and reduce operating costs. Lumitics chief executive, Rayner Loi, said: “Tackling food waste is one of the largest cost saving opportunities for any business producing and serving food. It is good business sense and good for the environment." etihad.com

AOE retail gears up AOE has announced an e-commerce model for airlines following its acquisition of onboard sales and supply chain specialist SHIFTEO. The agreement includes SHIFTEO’s inflight ePOS, supply chain management and back office for catering management solutions.

The enhanced capabilities of AOE’s new integrated platform enables

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airlines to seamlessly integrate and manage their revenue-driving operations with existing onboard sales operation for both travel retail and F&B. The result is a self-managed, supplier-independent ecosystem combining stronger customer engagement with end-to-end delivery capabilities. aoe.com

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12 / industry update Top stories from across the industry

Sola ready to support single use plastic ban Cutlery specialist, Sola, is offering its lightweight plastic replacement cutlery in new, branded paper pouches.

Demand for the metal 0,5 mm plastic alternative cutlery range is expected to grow with the coming EU ban of single-use plastics. It is presented as a solution that is cost effective, ultra light and easily produced in mass volumes. It comes in a choice of three designs and is washed prior to packing.

Sola believes this range offers a viable choice as either a disposable or rotable cutlery solution and provides a useful option during the pandemic while catering services are somewhat revised for many carriers. sola.nl

Bluebox and dnata in a touch less deal Bluebox Aviation Systems and dnata catering are to develop new touch-less solutions through wireless inflight entertainment systems for the Australasian market.

Duncan Greeney, general manager Retail, dnata catering, says: "Partnering with Bluebox we’ll be able to help our customers mitigate some of the restrictions required in this new touch-free world.This means allowing airlines to minimise contact and dialogue between passengers and cabin crew but still deliver an excellent service and the full range of food, drink and retail goods.”

COVID-19 has inspired a growing need for more touchless payments for onboard retail and the digitalisation of menus and retail catalogues supported by the Bluebox technology. dnata.com; blueboxaviation.com

Scented to reassure Galileo Watermark has develop a signature scent for Air Astana inspired by the scenery of the Altai mountain region. The scent aims to capture the spirit of the wilderness. with cedarwood, rose, rosemary, birch and bergamot,.It is designed to reassure. galileowatermark.com

Just Eat delivers Transavia has partnered with online food ordering company Just Eat for an inflight delivery service.

Passengers order through the platform up to one hour before their flight and the meal is prepared by Dutch catering company iFleat. ifleat.com;

Penhaligon's takes flight Singapore Airlines has partnered with Buzz to add British perfumers Penhaligon’s to its Business amenities offer. The branded folio-style bag features a perfume bottle stoppershaped zip pull and three luxurious Penhaligon’s skin care products. buzzproducts.com

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industry update / 13 Top stories from across the industry

Closed-loop innovation The design team at deSter has launched a closed-loop recycling system for inflight cups.

Manufactured in its production facility in Belgium, deSter distributes the products within a 1,000km range of its facilities. By eliminating long shipping journeys, it claims to deliver faster while also reducing the product's carbon footprint.

Made from PP, bioPP or PET, the lifecycle of the cups is traceable with either RFID chips or laser QR codes for further eco accountability.

The cups can be branded using colour print or laser engraving. gategroup.com

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gategroup trials Epax for easyjet retail gategroup and its long-term analytics partner, Black Swan Data, is to launch a winter trial of its Epax digital retail solution, with one of Europe’s leading airlines easyJet. Claiming a global first, the system enables access to a full onboard retail offerings from one location from the passengers own personal device, keeping physical contact with equipment or material onboard to a minimum. Epax is designed to be intuitive, convenient, and engaging.

The system is enabled via a simple connection to an onboard wireless network through a passenger’s own

browser and aims to make the experience more convenient but also more targetted, using machine learning and data driven innovation to personalise the inflight retail experience. gategroup.com

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14 / AWARDS 2021

SPECIAL ANNOUNCEMENT Due to the impact of the COVID-19 pandemic on our industry, the 2021 Onboard Hospitality Awards will now...

OPEN FOR ENTRIES ON APRIL 1, 2021 CLOSE ON JULY 1, 2021 The awards ceremony will take place as usual, alongside WTCE.

LOOK OUT FOR

SPECIAL COVID-19 COVERAGE Over the coming months, in tribute to the innovation, creativity and resilience of our industry, Onboard Hospitality will be shining a light on extraordinary stories of how individuals, teams and businesses have coped with the COVID-19 crisis.

To share your story, please contact april.waterston@onboardhospitality.com

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ONBOARD HOSPITALITY AWARDS 2020 / 15

LIKE MANY BUSINESSES, 2020 HAS BEEN A BIG YEAR OF CHANGE FOR US

2020 Winner

For Aisha won the 2020 Onboard Hospitality Mentoring Award for its halal baby food products.

Here we catch up with founder Mark Salter

L

ike many businesses, 2020 has been a big year of change for us,” says Mark Salter, founder, For Aisha. “Demand for baby food is as strong as ever, online ordering has increased significantly and the demand for halal food in particular continues to rise.

“The For Aisha brand has won numerous awards this year, including the Onboard Hospitality Mentoring Award and we believe this was due to our innovative recipes and relevant packaging for the travel sector.”

Aisha brand.

“We moved much of our manufacturing operations to the UK, which enabled us to gain HMC (ESMA approved) certification. With that certification and new multilingual packaging, the brand has been able to expand its business internationally for the first time.

We’re now working on two brand new product ranges, which will be ready to launch in early 2021.”

Spreading the word

Expert advice

“This year we invested heavily in digital marketing, social media and working with key parent influencers, as well as running advertisements on Islam Channel TV throughout Ramadan. This investment ensured that millions of Muslim families frequently saw the For

As part of their prize package, For Aisha were put in touch with Mike Pooley of The Hayward Partnership and the

Onboard Hospitality Mentoring Network to advise on breaking into the inflight market.

“Mike is a fantastic mentor,” says Mark. “He has a wealth of knowledge and senior experience in the travel sector. He navigated For Aisha through the routes to market in the travel sector and helped us to understand how the buying programmes work and the type of questions we could expect from buyers and service operators.

“He also offered to help with logistics and supply chain needs if required and always found time for broader topics such as the travel industry dynamics and politics, the influencers, and the need for patience!” •

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16 / IN DEBATE

Can virtual work?

Virtual interactions are now a part of business life. Julie Baxter asks Daniel Coleman, leading the FTE-APEX Virtual Expo (December 8-9), can they really work at scale?

Onboard hospitality is an experienceled sector CAN A VIRTUAL EVENT REALLY WORK AS A WAY TO PROMOTE AND DISCOVER NEW PRODUCT?

Absolutely! This is a time when every airline, and supplier is pivoting to accommodate change. Many face-toface events are cancelled or postponed, as are business meetings, so virtual activities have a vital role in bringing the industry back together en masse to share our new priorities and capabilities. We have to pull together and events like this will help. Onboard Hospitality, APEX, IFSA and the Airline Catering Association, who are all strategic partners to the event, are commited to helping the industry navigate the challenges of the pandemic and this is an opportunity for all other stakeholders to share solutions and coalesce around positive plans for the future.

DC

WHY DO YOU THINK VIRTUAL IS THE SOLUTION? We all want to meet again but I honestly DC believe this is the right product for the times we are living in. The response has been incredible – like nothing I've seen in the 15 years since we started FTE. We already have thousands of registrations from every corner of the world including representatives from over 120 airlines. We have over 60 exhibitors confirmed and the event is broadening out to cover all aspects of air transport. Exhibitors range from Airbus through to Incheon Airport and SATS with Monty’s Bakehouse.

WHAT ARE THE MOST COMPELLING REASONS FOR AIRLINES AND BUYERS TO ATTEND? The great benefit of virtual events is DC that every attendee can have a front row seat at conference and be certain they get meaningful engagement with those they

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IN DEBATE / 17

want to see. Conference sessions can run around the clock to suit all time-zones and on-demand options mean attendees can revisit content and stands whenever suits them. There are none of the travel costs usually associated with attending expos and, of course, no concerns about COVID19. I am particularly championing our Premium Attendee 'Virtual Networking Sessions' which will deliver a really authentic, human experience with real-time, face-to-face interactions that feel natural and fun, as they should. Networking interactions will be focused around specific industry topics, so you can meet, engage and share ideas and experiences with other peers interested in the same subjects as you. There are never more than six participants at a 'table' to keep conversations manageable and you can move between 'tables' to broaden your learning, and the number of contacts you make.

WILL SUPPLIERS REALLY BE ABLE TO SHOWCASE PRODUCT WITHOUT THE TOUCH AND FEEL? Suppliers have been working on some DC incredible innovations, purposedesigned for the times. They are evolving concepts and have already embraced new ways of sharing those concepts. This is an extension of that change. Those who say virtual events can’t work, that you can’t effectively showcase product or network, honestly haven't

Daniel Coleman, founder of the Future Travel Experience, is pioneering virtual events for aviation engaged with the opportunites on offer. You absolutely can, and you can achieve lots more beside, at a fraction of the cost. The world has changed and everybody must change the way they do things to survive and meet the on-going COVID-19 challenges.

HOW DO YOU SEE INDUSTRY EVENTS EVOLVING IN THE LONGER TERM? Our industry is hurting badly and DC recovery is taking longer than hoped.

Airlines and suppliers cannot let staff attend events this year and possibly not next year or the year after either. Virtual is here to stay, even when physical events return they will be hybridised. Digital showcasing and digital engagement is going to be a massive part of our lives going forward and Virtual Expo is the perfect catalyst for industry stakeholders to embrace this essential change in approach. •

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18 / WTCE REVIEW: VIRTUAL SERIES

Insights go virtual Industry experts discuss The Future of Inflight Catering and the steps airlines and suppliers can take in Rebuilding Passenger Confidence

As part of an eight-part Passenger Experience Conference Virtual Series, WTCE invited Julie Baxter, Onboard Hospitality editor, and Jo Austin, Taste of Travel Theatre moderator, to host two insightful webinars...

THE FUTURE OF INFLIGHT CATERING

SARAH KLATT-WALSH

STEFAN PATERMANN

GENEVIEVE REIS ROSARIO

MARC WARDE

Independent Inflight Consultant The Hayward Partnership

Chief Executive Officer of Retail inMotion

Senior Manager in Product Development & Service Design at Qatar Airways

Director of Libero Meals

‘new normal’ environment.

But, she reflected sustainability would return to the airline agenda in due course and more sustainable products would be in demand from closed-loop solutions, alternatives to single-use plastics and new sustainable materials in the cabin. The panel agreed.

The industry experts also discussed the increasing role of digitalisation in the passenger experience, and how the ability to pre-order, pre-select, use digital menus and touchless payment options are increasingly relevant to today’s onboard experience. KlattWalsh reported that the technology trend was being accelerated by RETAIL INMOTION

The first webinar looked at The Future of Inflight Catering as the industry navigated its way through the challenges of the COVID-19 pandemic and beyond. A panel of industry experts was made up of Sarah Klatt-Walsh, Independent Consultant; Genevieve Reis Rosario, at Qatar Airways; Stefan Patermann, of Retail inMotion and Marc Warde, of Libero Meals.

Hygiene imperatives, new boxed concepts, sustainability, technology and the need for greater industry collaboration were all hot topics in the debate. Sarah Klatt-Walsh opened the discussion recognising that sustainability was currently being trumped by hygiene issues as airlines prioritise the delivery of safe, effective and pleasing catering options in the

COVID-19, while Stefan Patermann explained how digitalisation is playing an important role in the evolution of the customer experience and suggested that the initial investment in technology would ultimately save costs in the long term, cut waste andopen up new revenue streams. The tech will increasingly create a seamless and connected passenger experience.

Marc Warde insisted the obsession with health and wellbeing triggered by the pandemic would push healthy eating trends further into the mainstream and make quality, well-sourced ingredients ever more important to passengers.

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WTCE REVIEW: VIRTUAL SERIES / 19 REBUILDING ONBOARD CONFIDENCE

LINDA CELESTINO

DAVID YOUNG

FEDERICO HEITZ

KEITH YATES

VP Guest Service & Delivery at Etihad Airways

Executive Manager, Sustainability & Future Planet at Qantas Airways

CEO of Kaelis

Director of Yates and Partners

were highlighted as the key anxiety touchpoints for passengers.

Yates then talked about some of the innovative solutions already in development to help combat passenger concerns, from simple updates, such as improving door handles on aircraft to the implementation of artificial intelligence (AI) across the passenger journey.

Federico Heitz, of Kaelis, noted the innovation coming forward from suppliers pivoting to support new health and hygiene focus products and using new materials.

The panel acknowledged that there was an opportunity for a ‘complete reinvention’ of the passenger journey, from arrival at the airport to boarding the plane. In addition, AI-driven communication on customer tech devices was said to be key in supporting confidence in the passenger journey, aiding real-time updates and advice on everything from queues and gates to health risks and security.

DELTA

guests can fly with greater confidence.

Celestino stressed the importance of communication and the need to share information on culinary hygiene (gathered at its catering facilities and food testing labs), on aircraft cabin deep-cleaning processes, check-in, health screening, boarding and across the inflight experience.

Etihad also has risk-assessment tool available for passengers to use ahead of flying, while its ‘Fit to Fly’ self-service check-in and health screening service is available at Abu Dhabi Intl Airport.

Continuing the discussion, Keith Yates of Yates and Partners, offered insights on consumer expectations, their key anxiety points, and how the passenger journey is changing more today than it ever has before. Interestingly, airport transit, the jet bridge, and boarding ETHIAD

The second webinar focussed on the steps being taken to reassure customers it’s safe to fly. The panel included Linda Celestino, from Etihad Airways; David Young, from Qantas Airways; Federico Heitz, of Kaelis; and Keith Yates, of Yates and Partners.

Celestino accepted that the past six months had been incredibly challenging for the airline but said that it had also recognised it as an opportunity to completely review its cabin materials, goods and logistical procedures, and to further improve hygiene and operational standards.

She provided insights into the measures introduced to reassure passengers at every step of the journey, underpinned by the airline’s new health and hygiene programme: Etihad Wellness. She said that the stringent measures put in place to deal with COVID-19 had become a major component of the airline's long-term customer strategy, ensuring that its

Looking ahead, going forward together If you missed either of the webinars and others in the PEC virtual series, you can watch them on-demand via the WTCE Insights Hub where all virtual webinars are hosted at: https://www.brighttalk.com/channel/18331/ Onboard Hospitality now looks forward to working with the WTCE team on the 2021 event set to take place August 31- September 2, 2021. The Taste of Travel Theatre will be WTCE’s sensory centrepiece, bringing to life the world’s

finest onboard cuisine and the freshest travel catering ideas and innovations. You'll be able to see top chefs live in action, try new delicacies and experience a world of tastes and aromas. There will be a chance to learn firsthand what’s next in sustainability, personalisation, health and wellness, packaging, waste and every dimension of the customer experience. We look forward to seeing you there. worldtravelcateringexpo.com

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HOW TO... / 21

How to...

adapt IFE to new habits Passenger habits have changed dramatically in 2020. April Waterston finds out how Global Eagle is keeping passengers entertained on post-COVID flights OFFER RELAXING CONTENT

Understandably, some passengers may experience new feelings of anxiety when travelling during or after the pandemic, so Global Eagle has partnered with Simple Habit to provide a meditation app for its IFE platform. There are six categories available – Business Travel, Ease into Vacation, Fear of Flying, Flying for Kids, Music and Sounds, Sleep on the Plane – each designed to help passengers relax during their flight.

SUPPORT BYOD

Bring Your Own Device (BYOD) options are cost-effective solutions for airlines that negates the need for seat-back screen hardware.

Per Norén, president, Global Eagle, explains: “Whether reducing touchpoints with Wireless Inflight Entertainment (wIFE) delivered to passengers’ own devices, or streamlining playback on our Airtime Portal removing the need for an app download, we remain committed to helping airlines make every flight memorable through content and connectivity.”

UPGRADE THE OFFER

Global Eagle has recently announced Airconnect Go 2.0, the second generation of its portable wireless inflight entertainment system.

It provides over 3,500 hours of content including Hollywood movies, TV series, games, music, podcasts, digital publications, and

an interactive flight tracker that passengers can stream to their own devices. The unit is compact enough to fit into the overhead bin of most commercial aircraft, and weighs only seven pounds.

INVEST IN GAMING

FACT FILE Supporting BYOD is an easy way to minimise passenger touchpoints

Its easy to install, has a battery life of 15 hours and weighs only seven pounds

The Airconnect Go 2.0 provides over 3,500 hours of streamable content

In some cases, game usage onboard has tripled during the pandemic

During COVID-19, many airlines extended their content cycles or vastly reduced the amount of content onboard. Stale video content offering has pushed passengers toward inflight games, tripling game usage in some cases. At the same time TV viewing remained flat and music received a slight uptick in usage. Branded games such as Angry Birds helps drive the increase so investing in an extended gaming portfolio will help keep your passengers entertained. globaleagle.com •

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22 / FTE PREVIEW: vIRTUAL EXPO

LET’S MEET IN THE VIRTUAL WORLD Join us at the Onboard Hospitality-IFSA Virtual Expo

O

nboard Hospitality and the International Flight Services Association (IFSA) will jointly host a ground-breaking, interactive online air transport industry trade show, co-located with FTE-APEX Virtual Expo on December 8-9, 2020.

The Onboard Hospitality-IFSA Virtual Expo will enable the industry to connect and engage at a time when attending in-person events is impossible During two live show days, online attendees will be able to browse the virtual exhibition and visit booths, join live real-time video calls and view product demos. There will be live and on-demand conference content, and subject specific networking sessions in the digital Networking Lounge. The event will be open 24/7 to support attendance from around the world.

time to transform For a period of 30 days delegates will be able to access the Virtual Expo portal at any hour of the day to re-watch conference sessions and supplier

pitches. They will also be able to revisit the exhibition hall and continue to learn all about the products and services being developed to help the aviation sector overcome today’s challenges, reinvent the ways we do business together, and thrive in the postCOVID-19 world.

Time to connect The virtual conference programme includes a raft of content tailored to the Asia-Pacific, EMEA and Americas regions - all brought together under the theme of the event: Transforming air transport post-COVID-19.The conference agenda is extensive and includes a raft of content tailored to the Asia-Pacific, EMEA and Americas regions.

Some of the biggest names in the air transport industry are joining the speaker line-up, with key notes and fireside chats scheduled from Delta Airlines, Airbus Americas, Star Alliance, IATA, Alaska Airlines, Air France-KLM, Munich Airport, Salt Lake City Airport and more.

On demand speaker zone

The On Demand Speaker Zone is accessible at any time throughout the expo.

Here you’ll find content straight from us here at Onboard Hospitality, including an interview with Fabio Gamba, director of ACA, looking deeper into the current issues of inflight catering both during and post-COVID-19.

There’s also a discussion with Sarah Klatt-Walsh, independent consultant, and Wander Meijer, director of international sustainability consultancy GlobeScan, where we discuss FORMIA’s journey to sustainability.

FTE-APEX Virtual Expo on December 8-9, 2020

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FTE PREVIEW: vIRTUAL EXPO / 23

session highlights The conference agenda will run with sessions divided into CEO, Airport, Inflight, Commercial and Digital sessions. Highlights of the Inflight track include...

Reimagining the end-to-end guest experience to deliver a safe, seamless and touchless journey – Tuesday 8 December 06:30-07:30GMT. In this session, speakers from the likes of Cathay Pacific Airways, Hamad International Airport, Volocopter and Cebu Pacific Air will each deliver a short overview of their recent efforts to re-imagine the guest experience and deliver great hospitality, while meeting new customer needs.

What are the onboard innovations resulting from COVID-19, and changing passenger priorities, that will stand the test of time? – Tuesday 8 December 10:30-11:30GMT. Moderated by Dr Stathis Kefallonitis, founder and president, branding. aero, this session will look to answer questions such as: Has the COVID-19 crisis helped bring positive change regarding sustainability? How will trends and expectations shape what it is to come next? What more can we do to bring back the joy of travelling and deliver a real hospitality experience onboard?

Speakers include Etihad Airways, Boeing and Aeromexico.

Inflight catering evolution postCOVID-19 according to ACA & IFSA – Wednesday 9 December 19:0020:00GMT. Sandra Pineau-Boddison, partner at the The Hayward Partnership will moderate this session looking at the new guidance document to soon be jointly published by IFSA and the Airline Catering Association. With speakers from Flying Food Group, dnata, KLM Royal Dutch Airlines, LSG Sky Chefs and United Airlines, the session will cover topics such as COVID-19 from an airline catering perspective; unifying the airline catering relationship and enhanced caterer preparation safety.

Be a Trailblazer The Trailblazer Showcase will provide a platform for the innovators and disruptors from across the air transport sector to highlight how their pioneering products, services, concepts and visions to help support the industry’s advancement and the recovery from the COVID19 crisis.

The winners will have their video presentations included in the On Demand Speaker Zone.

Apex/ifsa broadcast Jointly appointed for a oneyear renewable term by the Presidents of APEX and IFSA, the APEX/IFSA Board of Governors consists of airline CEOs and Presidents that meet each year to provide top-level strategic guidance for the year ahead. The APEX/ IFSA Board of Governors will convene virtually this year during the expo to consider key industry priorities places forward by the APEX Board of Directors and IFSA Board of Directors.

The Board of Governors will each share their views, and formally agree collectively on their strategic guidance, for both associations.

Register now “These integrated Virtual Expos will act as a beacon for our industry’s recovery and bring global stakeholders together en masse to inspire one another," says APEX/IFSA CEO Dr Joe Leader.

"As we polled our airline and valued supplier members worldwide, we discovered key aspects that will most help our industry. Our stakeholders want to connect and engage to share ideas, propositions, visions and learnings.”

Register to attend now at futuretravelexperience.com and learn more at onboardhospitality.com

FOR MORE INFORMATION CONTACT: craig.mcquinn@onboardhospitality.com

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24 / FTE PREVIEW: vIRTUAL EXPO

[ THE EXHIBITORS ] IFEC – Systems and Solutions

IFEC – World of Content

Inflight Service, Retail, Catering & Amenities

Aircraft Manufacturers

Airfi

BBC Studios and BBC

BUZZ Products

Airbus

FORMIA

Boeing

Astronics Burrana Collins Aerospace Display Interactive FlightPath3D Global Eagle Inflight Dublin Inmarsat Intelsat

World News Captive Entertainment Inc Encore International limited Pictureworks

Monty’s Bakehouse SATS Plane Talking Products Global Inflight Products

SPAFAX Stellar Entertainment West Entertainment

Lufthansa Systems Touch Inflight Solutions Viasat For the full list of exhibitors visit futuretravelexperience.com

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A HEALTHY WAY TO HYDRATE ON THE MOVE!

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@radnorhills

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TAKE YOUR PICK / 27

Healthy drinks

DOÑA SOFÍA

Doña Sofía’s range of soft drinks are infused with CBD, inspired by its therapeutic and restorative effects.

They’re gluten-free, vegan and low calorie, and feature Cola and Lemon & Lime Seltzer flavours. dona-sofia.com

INNOCENT SHOTS

Now more than ever, passengers want to fuel their bodies with all things good. April Waterston picks out five drinks to offer an extra boost of health onboard

RADNOR INFUSIONS

Radnor Hill's new range of infused sparkling spring water is a tasty alternative to artifically-flavoured, sugar-filled soft drinks.

Infused with either Lemon & Mint or Blackberry & Cherry, the cans contain no sugar, sweeteners or calories. radnorhills.co.uk

PIP ORGANICS

Perfect for kids, Pip Organics’ range of 100% organic juices, smoothies and fruity waters not only contain one of your fivea-day, they also feature a fully-recyclable, bendable paper straw – making them good for the planet, too. piporganic.com

Mini but mighty, these innocent shots are a blend of fruit, veg, vitamins and botanicals, perfect for a boost of nutrients on the go. Available in Ginger Kick, Power Sour and Blazing Greens flavours. innocentdrinks.co.uk

UPBEAT

Each 500ml bottle of Upbeat protein water is packed with 12g of whey protein isolate, seven essential B vitamins, and has just 59 calories. Available in Orange & Passion Fruit, Blueberry & Raspberry and Summer Lemon flavours. upbeatdrinks.com

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28 / Brokers

Adaptation is key

Airline industry brokers and suppliers are adapting their businesses to meet the changing demands of food service created by COVID-19.

Jo Austin talks to key players about the changing times

Facing page: DFMi is seeking out touch-less solutions such as La Colombe coffee for safe beverage service; En Route International's revised touchless cheese offering Next page: En Route 's 'light touch' boxed concept

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BROKERS / 29

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s flying slowly begins to restart post pandemic, many airlines have had to rethink their food service and adapt to new levels of demand and new delivery regimes.

Brokers and suppliers have been working with manufacturers around the world to evolve premium products and create multiple solutions to meet these new style customer menus and service requirements.

In the U.S., for example, established broker D&F Marketing, Inc (DFMi) reports that the majority of its airline customers have resumed many flights for domestic travel, but at broadly only 45-50% capacity compared to this time last year. International travel is still down by around 80% due primarily to the continued outbreaks of COVID-19 globally and the quarantine restrictions being required.

DFMi’s marketing director Kim Brown, says: “In the U.S airlines have kept 10-15% of locations closed, due to lack of traveller demand.

Specifically, Delta has over 30 catering kitchens in the U.S. but believes it will only operate 10-12 of those once final decisions are made on its operation size post- COVID-19. American Airlines is also reviewing its destinations and kitchens based on the expected volumes.

It is obviously a fluid situation and subject to change as the outlook changes.”

Returning to service

In Premium class cabins some limited food service is returning. Brown adds: “Most items are pre-wrapped or part of a shelf-stable meal kit. Main cabin is being served limited wrapped snacks and bottled water.

Airlines have been busy base-lining current inventory and looking at how to best utilise what they already own. All are trying to limit the number of times passenger masks are removed during flights, to help limit any virus exposure for passengers.”

Opportunities for new products or menu changes are not being considered until Q1 or Q2 of 2021 she says, although there is some hope this date may come forward as passenger numbers begin to increase.

The company reports a small uptick in Business travel demand but Brown says: “Many businesses are still limiting corporate travel due to budget cuts and

company travel policies for a pandemic. Large companies that maintain a travel desk or agency have furloughed many of those employees and unfortunately the virtual office, Zoom and Skype meetings or conference calls are becoming the norm. We are also reading that most companies, post-pandemic will have a hard time ignoring the ROI realised through virtual meetings over traditional face-to-face meetings. This shift in how businesses interact with one another will likely slow the speed of recovery as it relates to the Business traveller.”

Projections for recovery vary widely from two to eight years but Brown anticipates that by April 2021 the company’s overall business will be at 50% of 2019 levels. She believes a vaccine combined with strong competition through loyalty programme perks and fare price wars will encourage passengers back onboard in 2021.

Broading the range

While airline customers work their way through excess inventory stocks and require limited F&B services, DFMi has diversified its product line and partnered with suppliers to provide masks, gloves, hand sanitisers and wipes.

Jody Jones, vp operations business development, adds: “We can now offer individually wrapped gloves or masks, or provide what we call a Health Safety Kit that includes several components the airline can customise and brand. We have also researched and sourced ways to provide items that will reduce the amount of handling the flight attendants would typically do and support the airlines’ mandate for passenger safety first.”

Usual interactions with U.S. airline customers have changed she adds: “With the additional involuntary furloughs and reorganisation now taking place at airlines, we are waiting for introductions to new team members and to hear how the plans for onboard services will be restructured for each individual airlines going forward.

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30 / BROKERS F&B budgets have never been excessive but during the recovery from the heavy financial losses caused by COVID-19, we believe they will be even more cost-conscious.”

Jones expects healthier and sustainable items likely to be in demand, with fewer choices available. The health of the flight crews and passengers will remain a key priority and brokers and suppliers will have to adapt to this and accept the challenges that lie ahead.

In terms of delivery, airlines are looking for ways to minimise the amount of times the flight crews walk the aisles and interact with the passengers to support safety onboard and some are asking for new, creative solutions for ambient, heatable entrée meals, pre-packed frozen, thaw-and-serve meals, and wrapped snacks suitable for all-day service that will suit the post-COVID environment.

Products such as that from La Colombe which offers a range of read-to drink coffees that do not require any handling by flight crew. The sealed cup is only touched by the passenger and can offered either complimentary or part of a retail menu.

Collaboration focus

At En Route International, with offices in London, Dubai, Atlanta and Brisbane, the focus is also on its strong manufacturing partnerships, packing stations, warehouse and transport links as the team works to find innovative solutions, adapted for current times.

Hamish Cook,

executive director at En Route International, says: "We took the decision to move quickly to understand what passengers wanted at the very outset of the pandemic. This meant gathering as much insight as possible from our clients, and other avenues, which ultimately fed into the development of a number of products.

The number one priority for passengers revealed in our research was visible product integrity.

We know they want products which allowed for fewer cabin movements or touch points from crew.“ Communication about the F&B back story and sustainability issues have also remained high on customer agendas, he says. “Despite the current challenges, consumers still want to know where the food has come from, how it has been packed, and what it has been packed in.”

This insight fed directly into the development of a ‘light touch’ meals range, as well as the launch of a ‘flip and peel’ cheese offer, adapting popular established products to provide service solutions that reassure customers now.

Cook adds: "Not only have we had to adapt our products, but we’ve also had to create new approaches for the development process itself. In addition to our existing creative design studio, we developed a virtual presentation suite to enable us to communicate efficiently with manufacturers and other partners in our supply chain.”

He is optimistic the global love of travel will return in time and insists the key will be to keep adapting as the situation changes, evolving new solutions quickly and through collaborations.

He concludes: “Manufacturers, producers, airlines and caterers will all have to work together to ensure that consumers are confident product is safe, as well as maintaining its quality. The need for the whole supply chain to collaborate has never been more important.

Businesses which have the ability to move quickly to innovate will be in a strong position to support airlines as consumer demands evolve.” •

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OPINION / 33

The importance of

being earnest Is it all just greenwashing?

Marc Warde stresses the need for action and honesty in the sustainability debate

'Greenwashing' is a relatively new term to me. If you haven't heard it, it means conveying a false or misleading impression that you're more environmentally sound than you really are.

It's about misleading messages on recycled or recyclable materials, on energy or fuelsaving benefits, and although some claims may be partly true, greenwashing typically comes from exaggerating those claims.

In these most challenging of times, health, wellbeing, environment, sustainability and in turn corporate social responsibility have never been more important. It's not just • Focus on pre-order. Half the world is words that are needed but actions. To effect obese, half is starving. Use the tech to real change in a business, every person in ensure unnecessary waste doesn’t go into that organisation has to be part of it. They landfill. must know, understand • Increased weight and be able to articulate onboard means more the sustainability goals. fuel so rethink your Getting rid of single Passengers want to tableware. use plastics is just the know they are tip of the iceberg, there interacting with brands • Retire the old planes.

• Just get rid of single is so much more to do. that are accountable and use plastics – there Share the good things responsible are so many other your organisation does compostable options honestly and highlight if there are no wash up facilities, even long-term aims. The importance compostable cling film. of being earnest and truthful is • Compost all you can and lobby for change paramount, as your market will on 'contaminated' waste. undoubtedly check.

• Offset all your carbon. Make that part of 2030 sustainability goals are the passenger travel cost. coming, so you need to change • Support your crew to be sustainable - they now before it's forced on you. will be your absolute best ambassadors.

Here's how: Passengers want to know they are • Make sustainability part of the interacting with brands that are accountable agenda and daily life for every and responsible. They will do their bit if we employee, customers and boss. show them the way. Aviation is typically • Collaborate non-competitively portrayed as one of the worst offenders for to create goals and workable carbon emissions, so make those emissions strategies, sharing the costs of count, and be truthful about it! • being green.

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34 / TAKE YOUR PICK

Boxed meal innovations NOVEL FOOD

Novel Food’s range of snack boxes include an array of snack and drinks options such as spreads and free-from foods, as well as serviettes and hand sanitisers. The box design, and the contents, can be tailored to suit each airline customer. novel-foods.co.uk

April Waterston takes the lid off six boxed meal developments that have been keeping passengers safe and well fed during the COVID-19 outbreak

MONTY’S BAKEHOUSE

NEWREST

Newrest Travel Retail has designed a range of customisable meal box solutions. The concepts are designed to be overtly safe and hygienically sealed but with a certain style too. All styles can be made bespoke to reflect airline branding or styling. newrest.eu

Monty’s Bakehouse’s ‘Snack in Pack’ solution has a handle for practicality, a window panel and a secured tear strip which guarantees safety, reassurance and hygiene for passengers. montysbake house.co.uk

VIRGIN ATLANTIC

Virgin’s “Fly safe, eat well” meal box incorporates a choice of three hot meals, cheese and biscuits and a dessert pot washed down with a selection of beverages. Upper Class customers also receive cheese & biscuits and a ciabatta roll, all delivered to their seat on a tray. virgin.com

WK THOMAS

Alongside its PPE products, WK Thomas’s ‘Essentials’ collection includes hot food boxes and containers, plates, singlewrapped cutlery and sealed cutlery packs – as well its new Quick Serve meal boxes. wkthomas.com

GATEGROUP

Gategroup has added a Classic Afternoon Tea box to its packaged food solutions.

The box contains a fruity sultana scone, English clotted cream, strawberry jam and lemon drizzle cake. It is completed with a knife, napkin and tamper seal. gategroup.com

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36 / focus on

Good food news Crisis can bring opportunity. Nik Loukas discovers latest innovation and inflight pre-order catering concepts now taking to the skies

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irlines are quick to think on their feet and work with what resources are available and in times of a pandemic this doesn't change.

Initially airlines downgraded or removed inflight catering concepts to limit interaction between crew and passengers but in recent times product launches are back on the agenda.

One of the latest innovations comes from Dutch carrier Transavia with a pre-order meal partnership with Just Eat, with fulfilment by the team at iFleat.

Passengers can place their order online up to 90 minutes before departure and meals are delivered by the cabin crew.

"Our passengers want quality, which has been an important starting point in setting up this special collaboration," said Laura Heijmann of Transavia.

The service is currently available on four flights from Amsterdam to Greece, Portugal and Italy but due to roll out to cities such as as Rotterdam, The Hague and Eindhoven. Passengers can choose from up to 10 meal choices starting at €11,50 and including Butter Chicken, Sushi, Vegan Bulgar Salad and Rigatoni Bolognese.

U.S. upgrades

20%) on select hotel stays if they preorder their inflight meal, with new Lufthansa temporarily suspended its choices that include Green Curry and A La Carte Economy upgrade meal Chicken Teriyaki. programme but now the product is On the ground in Singapore, Singapore returning on flights ex the USA. Seven Airlines will launch its Restaurant A380 options, starting from €15, offer hosting dinners on Economy customers board with menu an experience akin to offerings from its a Business-style meal.

Peranakan menu, The airline hopes to created by chef expand the programme In recent times to more destinations product launches are Shermay Lee. Fees for the two-day event in the coming months. back on the agenda start at SGD$50 for Passengers can select Economy, SGD$90 German, American, for Premium Economy, SGD$300 for Asian, Austrian, Italian, and healthy Business and SGD$600 for suites. dining options.

LCC, HK Express is re-evaluating its inflight meal packaging for pre-order Asian innovations meals with hopes for a new range of In Thailand, the ban on inflight F&B has bamboo or kraft paper meal boxes and been lifted on domestic flights. Lowcups using sustainable alternatives such cost airline Thai VietJet Air is offering as PEFC-Certified or FSC-certified paper.• passengers a 40% discount (up from

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IN CONVERSATION / 37

ARE NORTH AMERICA’S RAILROADS TRAVELLING IN REVERSE? Mike Weinman of PTSI Transportation and IRCG’s U.S. rail expert – tells Roger Williams about changing times in North America

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urrently, Amtrak is operating much of its national network, but with a reduced service in the key Northeast Corridor between Boston, New York and Washington, where overall ridership is about 80% down on usual levels.

Passengers on long-distance crosscountry trains are down about 50% - less than the NEC route but still a significant fall.

Changing perceptions

Our long-distance trains have undergone significant change during the last year and COVID-19 has coincided with, and some may say accelerated, a move away from the more traditional style onboard hospitality such as restaurant cars.

Instead, the replacement pre-prepared offer is perceived as much lower quality.

It has led to a lot of public debate,

with passengers and politicians alike bemoaning the changes. Providing great onboard hospitality is about more than catering – it’s about adding value to the overall travel experience. The economic and environmental benefits of successful long-distance passenger rail compared to other forms of travel are otherwise lost.

Looking forward

Going forward, Amtrak is proposing to make all long-distance trains (except the Auto-Train between Washington and Florida) three days per week. First Class (sleeping car) passengers have already seen the elimination of the highly popular dining cars – a major part of the journey’s attraction. Now food is pre-prepared, re-heated onboard, and distributed in packages, increasing packaging waste and reducing quality in one fell swoop.

In Canada, VIA Rail has eliminated both of its long distance trains (Toronto - Vancouver and Montreal - Halifax) until at least November 2020. However, Corridor trains are slowly coming back into service. Sadly, the Rocky Mountaineer has shut down completely and will be hard-pressed to return.

Most of their employees have been laid off and previously expected expansion plans are inevitably now off the table.

However, the fact remains that you can’t expect to have well-frequented trains with the length of journey time and distances involved in the USA and Canada, without having decent onboard catering.

While in the short term we seem to have gone backwards, in the longer term I am confident that the benefits of great onboard service will win through and improvements and investment will follow to get us back on track. •

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38 / TEXTILE HYGIENE

Safe and sound

Airlines and suppliers worldwide are adapting their onboard thinking to help rebuild traveller confidence. Jo Austin explores how textile technology is supporting inflight hygiene

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ur industry is a resilient one and when times are tough, our real mettle shines through. Airlines and airports have responded fast to COVID-19 with a raft initiatives designed to rebuild passenger confidence.

Suppliers rapidly adapted to meet new demands. Amenity suppliers embracing the provision of PPE, and textile specialists focusing on new antimicrobial fabrics.

Orvec International, specialist in woven and non-woven products, now has PPE manufacturing as a mainstay. Will Meddings, commercial director, says: “We invested in a face mask production line to produce certified Type IIR face masks - medical grade - to offer a high level of protection. Our head rest covers, pillows and pillow covers are now also made using antimicrobial fabrics resistant to germs. For inflight catering we are in partnership with The Concept (a UAE based start-up) to bring a range of anti-microbial infused meal trays to market.”

This NEOS Fly range claims to promote hygiene in the cabin and help to reduce

touch-point issues. The anti-microbial additive is FDA approved and is 99.9% effective against microbes.Anti-microbial products can also be customised and made out of the food safe antimicrobial materials.

Textile trends

At inflight textile specialist John Horsfall, Ellie Parkes, identifies the challenge of combining new hygiene demands with the tradition of luxury products. She says: “Our team has been looking at the array of anti-bacterial and anti-viral fabric treatments on the market. There’s no doubt they offer reassurance but, as with all our product development, we have to consider their longevity and resistance to airline laundry. Our rotable products have always been designed to be safe and hygienic and can be washed at temperatures that destroy bacteria and viruses.”

The company’s design manager, Alexandra Allen, adds: “Of course safety is paramount, but we need to get back to delighting passengers and creating a joyful, comfortable, reassuring travel experience."

She anticipates the pandemic onboardhospitality.com

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TEXTILE HYGIENE / 39

create its ‘Travel with Confidence’ protective kit, whilst Eva Air opted to collaborate with French skincare specialist PAYOT for its bespoke offering.

Adds Grohmann: “Beyond COVID-19, climate change and ecological issues loom large for the airline industry and we recognise that single use items and plastics go against the sustainability mission. With this in mind we have developed a sustainability initiative that will begin with a transition from polyester eye masks and socks to 100% recycled PET in the coming months”.

Adapted amenities This will include sustainable PPE elements have become packaging and material key to amenity kits but the solutions such as washable focus is on retaining a sense kraft paper and recycled PET. of luxury within the hygiene There has been a seismic Ian Linaker, at Galileo offer now, says Roland shift from luxury, Watermark, agrees the focus Grohmann, FORMIA ceo. comfort and pampering is on confidence building.

He says: “Our aim is to to focus on safety He says: “We are working support our airline clients closely with our partners to in restoring confidence in navigate these new times air travel. There has been a and one of the most immediate requests has seismic shift. Where airline focus used to be been to rework some existing kits to add hygiene on luxury, comfort and pampering as the way elements such as antibacterial wipes. Airlines to wow passengers and build loyalty, today it is are willing to invest in this to give customers the all about safety as a way to build confidence confidence to fly again. There is a reluctance and trust.” to replace all the luxury wow factors with just FORMIA's enhanced Clean Kit range offers clinical, practical products so we are working with airline customers a choice in products and our customers to meet the new needs without concepts whilst bringing new brand partners negatively impacting the passenger’s perception onboard including sanitising experts Raze; iconic of the luxury onboard experience. lifestyle brand Smiley; Norwegian specialists "We have developed WHO-approved hand Sprekenhus and affordable luxury luggage sanitiser formulations and are able to provide designer, iFLY. these in various formats in own brand or our Qatar Airways has customised this offer to having some influence on design trends and adds: “The design aesthetic is going to look more towards hopeful and calming colours and styles - to ease the minds of a worried passenger. This will most likely be seen across design from clothing, to packaging, to interiors, and probably our future cabins.”

Above: John Horsfall has identified the challenge of combining new hygeine demands with luxury products

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40 / TEXTILE HYGIENE

the benefits of anti-microbials which can protect in house hygiene brand, In S+FE Hands. the touchpoints. It has a worldwide exclusive The company is also supplying both disposable deal with Swiss-based HeiQ whose Viroblock and reusable masks. Reusables are seen as more product is a protective, invisible anti-microbial sustainable and use a new material technology layer that provides a continuous, long-lasting that can kill viruses and bacteria, making it safer self-sanitising effect to any surface. for use over extended periods. Linaker adds: Alison Wells, co-founder and director of Plane “Our customers expect passengers will provide Talking Products, says: “We are delighted to offer their own masks but we certainly see a demand HeiQ Viroblock at a time for some masks onboard when an IATA passenger to cater for unexpected survey reports that over eventualities and for crew.”

50% of people surveyed Bayart Innovation has added hygiene kits 50% of people surveyed are avoiding air travel due to concerns around with alcohol wipes and are avoiding air travel face masks using nano due to concerns around catching COVID-19 and other viruses inflight. This technologic yarn - structured catching COVID-19 is not a traditional ‘cleaning’ and ionised to be reusable; issue anymore, it’s about and Global-C has is offering reassuring your passengers a range of antibacterial hygiene-support products; and about the incredible steps you are taking WESSCO has developed a TravelShield to protect them, and being able to follow range of amenities. through on your commitment with leading-edge viroblocking technology.”

Treating touchpoints Common cabin items like blankets, According to private jet charter pillows and headrest covers can all company, GlobeAir, there are around be infused with HeiQ Viroblock active 700 touchpoints with potential risk protection, as well as surfaces, to of contagion on a single commercial remove 99.9% of infectious diseases. flight, plus those at airports.

The innovation extends a special Plane Talking Products, in the UK, is combination of advanced silver and focused on addressing this through cosmetic vesicle technology which can

Above: All touchpoints in the passenger journey are being identified for hygiene measures; face masks by FORMIA; Galileo Watermark has added a new in-house hygiene range

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KEEPING YOUR PASSENGERS SAFE Orvec’s range of antimicrobial passenger comfort products are specifically designed for healthy travel on aircraft Help to give your passengers confidence in the cleanliness of their travel experience. Our non-woven head rest covers, pillow covers and pillows are manufactured in-house using antimicrobial fabric* with active ingredients registered with the FDA and the EU. This means that the products are resistant to bacteria and fungi and have fully certified antimicrobial properties as found in Orvec’s medical products to help control infection.

Product Specifications

Do not re-use

* Manufactured in the UK under BS EN ISO 9001

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Fabric available in 30gsm to 90gsm weights

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Bespoke colours (MOQs will apply)

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Bespoke printing (MOQs will apply)

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Virgin and recycled fills available for pillows

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Made in the UK

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All items are fully recyclable and can be re-purposed

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42 / TEXTILE HYGIENE

be used for airline sanitisation using sprays, fogging solutions, fully impregnated textiles, PPE, hard surface coatings and disposables.

Distributed by Protective Film Solutions, SafeTouch film is made from over 60% antimicrobial copper, and is said to be the only touch surface material registered with the US Environmental Protection Agency. The clear film is non-toxic, widely recyclable, and can be used on almost any surface. It is effective for two years.

Chris Gould, commercial director at Protective Film Solutions, says: “SafeTouch is a gamechanging solution for airports and airlines, and indeed almost any industry looking to reduce transmission of respiratory viruses.”

Textiles tech

Kaelis has partnered with COPPTECH to create onboard products with an anti-microbial protection said to not only already using blankets that eliminate SARS-COV-2 have COPPTECH’s technology but also protect from incorporated. other infectious diseases, The most important Kaelis ceo, Federico Heitz, pathogenic microbes, thing now is to convince says: “The most important bacteria, virus and fungi. It passengers that thing now is to convince has been extensively tested travelling is safe passengers that travelling and certified to eliminate is safe. Only by taking the COVID-19. It can be used necessary action to do this, will we be able to as a shield against pathogenic microorganisms, make this industry thrive again.” rupturing their membrane, affecting their internal For masks, Sonovia has recently launched processes and eliminating through the biocidal zinc-infused products in the UK said to be over properties of copper and zinc.

90% effective against COVID-19. EU-certified labs Kaelis will use it to create non-toxic, eco-friendly have found that it kills over 99% of viruses. This and safe pyjamas, blankets, pillows, socks, patented technology uses zinc oxide nanoparticles pouches, trays, jugs, ice buckets, masks for the infused into the fabric. crew, galley equipment and more. LATAM is Melbourne-based Buzz has created a new protective snood-style face mask for the Etihad Wellness programme. Made out of lightweight, breathable and stretchy jersey fabric. The soft reusable snood has been treated with MicrobeBARRIER™ fabric treatment, a broad spectrum antimicrobial treatment, laboratory tested and proven to reduce the presence of germs in fabrics. With this long-lasting protective layer, the snoods are washable and reusable, adding to their environmental credentials. •

Above: MicrobeBARRIER snood-style face mask for Etihad Below L-R: The NEOS fly antimicrobial inflight tray and antibacteria wipes from Galileo Watermark

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44 / TESTING

Sing out

Experts across the inflight, airport and hospitality sector are calling on the aviation industry to take control of the COVID-19 impact and starting calling the tune. There is no longer time to wait for guidance, says Lance Hayward

L

eft to run its course, with only piecemeal responses to the challenges, the current pandemic will mean it is many years before recovery. While individual associations and industry leaders have made isolated statements and pleas to their various governments and in the press, this has had little or no effect – why?

Because quite frankly there are a lot of industries clamouring for attention out there and solo voices simply do not get any attention. To continue the musical analogy, only the loud, harmonious, fully practiced choirs will be heard.

Gather the choir

To be heard we need to ‘sing’ together.

Airport groups and associations, airline, rail and cruise associations, travel catering and retail associations; hotel, travel and tourism associations; business travel and hospitality associations, unions and medical associations - I believe we need to come together.

In the UK press many notable figures have pledged support for such campaigns, namely, Paul Everitt, chief executive of aerospace and defence industry body ADS; Tim Alderslade, chief executive Airlines UK; Warren East, chief executive

Rolls Royce; Karen Dee, chief executive Airport Operators Association; John Holland-Kaye chief executive Heathrow Airport; Professor Sir John Bell Regius chair of medicine Oxford University and MPs including Sir Graham Brady, Henry Smith, former Prime Minister Tony Blair. There are clearly some strong voices ready to join.

Agree the verses

To my mind the first 'verse' needs to gain passenger confidence through risk-managed, affordable, bio-security measures which do not involve social distancing and self-isolation for two weeks.

International air, cruise and rail transportation is not operationally or commercially designed for social distancing so we must adequately test to ensure the vast proportion of passengers are safe before and after their journey. No test can yet guarantee a 100% effectiveness but the security of PPE protocols will cover for those that slip through the net. Test results need to have a maximum 48 hour turnaround. 48 hours before travel; 48 hours after travel. That way, individuals can plan their journeys without significant disruption and cost.

The tests need to be affordable too. Research by the UK national paper The Telegraph concluded

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TESTING / 45

It is already five minutes to midnight in this crisis. We don’t have time to allow others to compose the tune onboardhospitality.com

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46 / TESTING

Association (IATA) pre-COVID. It predicted 52% of passengers are prepared to pay a passenger numbers would double to 8.2 billion minimum of £50 for a test, if it meant they could by 2037. And as other sectors of the economy avoid a quarantine, 10% would pay up to £100, become greener — with more wind turbines, and 4% would pay up to £150. To my mind, the for example — aviation's proportion of total figure probably needs to be £15-20 to achieve real emissions is set to rise. traction.

We have been swept along by the commercial The flip side of that coin is the staggering cost prospect of 8bn+ travellers by 2037 and in the of doing nothing. Organisations such as the pursuit of profit and maintaining a competitive World Travel and Tourism Council have calculated landscape, we have the cost of not introducing inadvertently built an testing — £22bn, or £63m industry infrastructure per day, to the UK economy notable for its depletion of alone in 2020, for example, With major players natural resources, duplication due to the deterrent of 14 day quarantines. facing a liquidity abyss, and waste, while paying lipservice to the well-being of its it’s time to radically passengers.

Facing eco facts re-engineer the With major players in the For 'verse' two we need clear business model industry facing a liquidity and achievable commitment abyss, it’s time to radically to the environmental and re-engineer the business model around how well-being impact of travel. The present situation we move people around in comfort and safety, is a wake-up call for the industry. We should efficiently and with a lighter environmental touch. heed it. It’s not enough for the prime objective to be to return to pre-COVID-19 volumes and growth projections without addressing the harm Provide answers the industry is doing to the planet and its role in In 'verse' three we need, as an industry, to present facilitating the spread of harmful virus. a detailed road map to government on how this To put it in perspective – aviation contributed can all be achieved, and the positive impact of its about 2% of the world's global carbon emissions, implementation and the government role in it. according to the International Air Transport Time is of the essence. The plan has to

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48 / TESTING

be agreed and Prepare to campaign implemented in time The audience is beginning to assemble, governments are starting to take their seats, for summer 2021. For ready to listen. The UK, for example, now has some businesses, that will ‘The Global Travel Taskforce’ tasked to see how be too late, but the bulk of a testing regime for international arrivals could the industry can be saved if we be implemented; identifying steps to facilitate act now. business and tourist travel on a bilateral and The thing that will make governments sit up and global basis, through innovative testing models take notice is the positive impact of the plan — and other means; and more broadly, finding ways the forecasted jobs that will be saved, the mental to increase consumer confidence and reduce the and social well-being that it will generate, the barriers to a safe, sustainable recovery. positive impact on national GDPs. The good news is that we don’t have to start from Act fast scratch. There are already I believe it is already five a number of private sector minutes to midnight in this There are already a companies who are well crisis. We don’t have the time number of private sector to allow others to consider advanced in developing companies who are well how to compose the tune. realistic solutions that can advanced in developing They’ve got to report back be brought together in collaboration to create a to the Prime Minister, so realistic solutions cohesive and detailed road we need to give them a map for the way ahead. draft score which they can instantly relate to and get them eager to hear the final performance.

Leadership Once we’ve whetted their appetite, we’ll need With the song composed, next we need to to present a carefully designed campaign, based appoint the conductor, a credible spokesman on credible and mass data, that gets to the who arranges and presents a harmonious and root of passenger confidence and guides us in engaging message to the media and the target the development of solutions to preserve our audience. A leader who can build passenger industry not only to survive this pandemic, but to confidence and engage with the politicians, health re-position it for a sustainable future. authorities and the media on a global scale.

The Hayward Partnership, of 22 industry For this I would go back to the list of notables experts, is committed to supporting those mentioned earlier who if they are willing to pick shaping the new normal. Learn more: lance@ up the baton could build on the impressive thehaywardpartnership.com • legacies they have already established. onboardhospitality.com

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IN CONVERSATION / 49

CELEBRATING 40 YEARS of Galileo Watermark As Galileo Watermark reaches its 40 year anniversary, we talk to Kenny Harmel, director, about celebrating success and keeping positive

W

atermark was born just a little before I was born – 40 years ago! It was founded in 1980, and in 1985, we began our work in the airline industry with Virgin Atlantic as our first customer.

Throughout the years the company has had a number of changes and rebrands. Notably in 2002 upon acquiring Update International, which expanded our category base and enabled us to enter the meal serviceware market as well as amenities, and also in 2004 when we joined forces with Air Fayre.

Becoming Gaileo Watermark

Fast forward to 2016 and Galileo Watermark was formed when Galileo Products acquired Watermark. The newly merged team integrated the years of experience and comprehensive portfolio of Watermark and the fresh, design-led approach of Galileo.

The last four years have shown what an agile business we are having successfully integrated the teams and winning business from new clients.

If I were to highlight a key recent project I would say our Virgin Atlantic kit programme was very special.

Sustainability has always been a key focus for us and we were the first supplier to put rPET in the skies back in 2012 with Cathay Pacific. It was hugely rewarding to be involved in a project that took things one step further, really scrutinising every element of the kit to choose reusable and sustainable contents throughout.

Keeping positive

Inevitably we aren’t surrounded with the best news at the moment, but as a result it felt even more important to celebrate and mark our 40th anniversary. We don’t want to let the current climate dampen our spirits or

detract from our achievements. We are proud to continue to be a part of the Watermark legacy and whilst the business has of course changed in size throughout the years, we feel there is a lot to be grateful for.

December also marks four years since we became Galileo Watermark and the business has transformed in this time.

We had steadily gained momentum and secured some exciting projects and whilst we haven’t been able to share them all this year, we know that we will.

As an industry where incubation periods for some projects can be up to two years, we’re a patient bunch so we aren’t disheartened. This year has taught us a lot but above all we know the love of travel remains. We need to improve, and find better, more sustainable ways of working but collectively there is the shared ambition to find a way through this and where there is a will there is a way. galileowatermark.com •

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50 / SUSTAINABILITY

Sustainability post-COVID As flying returns so too will the environmental criticism of aviation. Airlines need to be ready with a proactive response, says industry watcher Rob Britton

A

irlines worldwide are fighting for survival amidst the existential crisis of COVID-19, and it’s clear many companies will lose the race between cash resources and returning demand.

Most airline people (like me) are lifelong optimists, and we believe that safe and effective vaccines will be broadly available in a matter of months, certainly by mid-2021, and combined with greater commitment to cleaning aircraft and airports we will see conditions that will begin to look like 'normal'.

Even better, it’s not unreasonable to conceive of a strong rebound in flying, given pent-up demand from months of staying at home and larger bank balances among those who remained employed during the pandemic.

Facing eco critics

As flying restarts we can guarantee environmental criticism and flygskam, the Swedish word for 'flight shame' will restart too. Just as the pandemic arrived in early 2020, the 'flying is

evil' movement had truly achieved critical mass in Europe, and was spreading to the Americas and elsewhere.

Airlines and their industry associations had begun to respond with facts and data, without denial. In February, Delta Air Lines announced it would invest $1 billion over 10 years in initiatives that would limit the impact of global air travel on the environment; it was the first airline to commit at that scale.

We were beginning to get traction with a more balanced view of flying – acknowledging responsibility while reminding people of all the good things that aviation brings to us as individuals, to businesses, to society.

But the pandemic has substantially altered the sustainability debate.

Zoom used to be something that jets did but now, along with other similar platforms, it has become the way we meet, whether for business or for fun, online. For more than 50 years, futurethinkers predicted that telecoms,

especially video-conferencing, would erode travel demand, and prior to the pandemic this only happened to a small degree, on the margins. Then, virtually overnight, we all began to gather over the internet, and we found that these services worked much better than we expected – video and audio quality were great, documents could be easily shared, and tools for participant interaction were robust.

We quickly adapted, and embraced, this new alternative

Developing new arguments

This means, of course, that our critics have yet another argument for their

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SUSTAINABILITY / 51

Airlines must understand and be prepared for this new challenge

attacks: we don’t need to fly there, because we can meet online. They will point not only to one-to-one and small group meetings but to entire conventions and mass corporate meetings that have been handled flawlessly. And these critics will not just say business travel can be reduced or eliminated, but will argue for virtual leisure travel, online educational exchange, and more.

Responding proactively

So how do airlines respond? First, they must understand and be prepared for this new challenge. That seems obvious, but in the wake of the

pandemic, airlines have eliminated thousands of management jobs and those that remain are justifiably focused on core operational functions.

Environmental issues may seem like something of a distraction.

Second, they should continue to remind all stakeholders that they have for decades – and not just since Greta Thunberg -- understood their responsibility, and have been working diligently, with results: enormous reductions in CO2 and pollutants from cleaner, leaner engines; a global industry commitment to reduce emissions; huge R&D investment in still better technology including

sustainable fuels, and more.

Third, and specific to the 'no need to fly there' argument, airlines must remind everyone that however convenient a virtual meeting may be, there will never be a substitute to being there. For the supplier to look the customer in the eye. For the export-minded company to travel to new markets and meet prospects face to face. For the exchange student to fly across the world and immerse herself in a totally new culture. For people to see new places and ways of life. And for all the myriad other ways that air travel has for decades improved our all our lives.

Finally, we should not be afraid to invoke powerful emotion when making this argument (our critics are not), because in the end, issues are best advanced through a combination of rational and emotional ideas. •

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52 / IN CONVERSATION

Taking you there with care Andrew Robinson, head of onboard services at Eurostar, explains to April Waterston how passenger and crew safety are at the forefront of Eurostar’s post-COVID onboard service

C

asting my mind back, everything happened rather suddenly. We initially started noticing customers not travelling as much from the beginning of March, and from there it was a very steep downward spiral.

We took the decision for the safety of crew and our passengers to take the catering off the train before we reduced the service entirely. Removing our onboard service enabled us to regroup, review and look at the situation.

Over the next few months we looked at how we could reintegrate the service that our customers had come to love in a safe and secure manner.

Even now we continuously look and review our operations and look at the science to enable us to offer something that is absolutely safe and secure and underpins our safety strategy which we call “taking you there with care”.

Crew safety

All crew now go through a comprehensive briefing and retraining

process to ensure that they’re fully aware of the risks, how to protect themselves, and are aware of the symptoms.

We encourage frequent sanitising of hands and social distancing onboard as much as practical. We also make sure that when crew are operating in a restricted area of the galley, they are still maintaining their distance and are wearing face masks or visors and gloves.

What underpins this is the additional cleaning that we’ve launched – every train is now deep cleaned before it enters service. We’ve identified high touchpoint areas like door handles and bar counters, and also now have additional cleaners that travel onboard, cleaning throughout the journey.

This service may not be on every single train, but it is on the majority of our peak services when we anticipate a higher volume of customers.

Minimising touchpoints

We’ve reviewed how we can deliver the Business Premier and Standard Premier service that we’re known for. All food is now served in its packaging for the customer to remove themselves, so they can have confidence that no one else has manipulated their food since it left the kitchen.

The menus are now on a digital platform accessible through a QR code, which removes the need for physical menus onboard – a move which will also help us hit some sustainability goals long-term.

In all the research that we’ve been doing over the past few months, one thing that comes out is that customers trust us. It’s important that we continue to maintain that trust – everything we do is done to make sure that when our customers return, they feel safe and secure. eurostar.com

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Getting back on track r

Roger Williams, Chair of the International Rail Catering Group (IRCG), believes onboard catering can play a role in encouraging customers back onto intercity trains ...

ail caterers are continuously looking for new ways to attract customers and following pandemic lockdowns, rail operators are facing an enormous challenge to get customers back. With general travel advice in favour of cars, it’s an uphill battle and caterers need to be even more imaginative than usual to support the cause.

look back and learn

Focus on emotions

Now we need to learn from history and understand

AMTRAK USA

AMTRAK USA

ELVETINO/SBB

Until March 2020, passenger numbers rose year on year, with the comfort and convenience of long-distance rail driving exponential growth. Since then, COVID-19 has reversed decades of progress in getting people out of their cars and onto intercity trains. But history has a lesson for us. 30 years ago, train travel had, in many countries, experienced a

fall in grace due to a lack of investment. Then as new trains were introduced, rail operator tactics changed to highlight how long-distance train travel was actually enjoyable and relaxing, taking passengers seamlessly from city centre to city centre - an easy alternative to long car journeys on crowded, dangerous roads.

In the UK, British Rail used a 'relax' theme for its TV adverts with Louis Armstrong’s dreamy We have all the time in the world playing over shots of great food, lovely views, reclining seats and customers wearing slippers as if they were at home! Trains were something to be enjoyed, safe and stress-free and the strategy worked well – until March 2020.

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rail / 55 how to re-create that feeling of relaxed confidence in our railways again, reminding customers that high-speed trains are very safe, easy to use and an experience to look forward to.

That’s where my favourite business tool comes in – research. It’s critical to understand the emotions of people who are currently choosing train travel, how they are reacting to their journeys, what helps and what we can do better.

It’s also important to learn how to win back those who aren’t yet brave enough, for while many will want to get travelling again, others will be nervous of a journey that they would have previously thought of as risk free and exciting. For them exciting may now seem frightening and full of risk.

Research can be easily collected at the time of travel through feedback apps such as Eat on the move (used by global travel caterer SSP). Research on non-travellers is harder to collect, but savvy operators can sense-check reaction through targeted social media.

Highlight the hospitality

Today we have the added pull of new, clean, environmentally friendly, fast trains. We can prove that long-distance rail is incredibly safe, with every railway having an abundance of cleaning and procedures to protect customers. We can add free wifi into the mix and remind customers how easy it is to buy a ticket. But something is still missing – where is the hospitality? Where is the food and drink? It seems to be missing or unnecessarily dumbed down on so many trains and that surely

means we are missing a trick.

Catering services are fundamental to customer comfort and enjoyment on a long journey and one of the defining differences between car journeys and those by train. Just because customers wear a mask doesn’t mean they aren’t thirsty or hungry – in fact our research tells us the opposite.

Feedback tells us that we need to help passengers see they can enjoy travel again, showing that the balance of risk is in favour of using trains providing sensible precautions are taken.

We need to spark the enjoyable memories of previous journeys and bring some positivity back. It’s the only way they will believe it is worth returning and, whilst they perceive we only have 'limited' services, they will not be inspired to travel.

As they say in marketing, perception is everything!

The economic triumph of the UK’s “Eat out to help out” scheme saw the successful return of high street catering, with 50% off meals and soft drinks Mon-Wed throughout August. Other countries have run similar schemes. These demonstrated that millions were prepared to go out to enjoy food and drink when encouraged to do so safely.

Eating out is a fundamental joy that we can all share and it’s no different when we travel – we need sustenance, nourishment, we need treats now more than ever we need the joy of great food and drink to help us on our way.

Build confidence

The success of “Eat out to help out” continued even when full prices were charged, proving it wasn't

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56 / rail just about cost. It was also about building the confidence in people to go out again and enjoy the 'new normal' cafes and restaurants.

Train catering can learn from this and needs two very clear approaches - one for the enthusiastic traveller who is already up for the journey - and one for the more reluctant traveller who is strangely comforted by their new found isolation.

Key to both demographics are very strong messages of engagement, using enticing brands and special price offers supported by great hospitality at every point of the journey. That’s not easy in a mask but it is possible. 'Eat onboard to help out' doesn’t quite have the same ring, but price offers should be significant enough to attract higher volumes of sales from the 'ready to go' customers to start with.

Reluctant travellers require significant and additional reassurance about safety, cleanliness and the sense of wellbeing that a well-catered journey on a modern intercity train can provide, especially compared to a car.

Messaging counts

AMTRAK USA

AMTRAK USA

We need to reinforce these messages through social media and digital advertising and by getting the enthusiastic travellers to be advocates for our catering services - to remind their friends, families and colleagues how great it is now onboard.

A good example is shown by IRCG member Elvetino in Switzerland, which is using social media to showcase the option of a chilled glass of beautiful Swiss wine with freshly-prepared local cuisine in their onboard restaurants or at-seat from the Café Bar. It’s popular, simple and a reassuring image for the customer who may be looking to travel but hasn’t quite got the courage to go yet.

We need to remember building confidence is a very personal thing. It is not just about the train journey itself. It's about clearly signposting every step for your customer from home to destination and back again.

Whilst many now buy tickets online, why not an app option for car parking as LNER has just introduced. You can also use an app to offer seamless access to onboard menus and at-seat food purchase options (similar to those JLV has used for a while and now being trialled on Avanti).

Also select and advertise a highly recognisable high street coffee brand and, if possible, similarly highprofile fresh food brand that your customers trust in everyday life and will welcome when travelling.

Complement this with products with 'line of route' provenance combined with a carefully chosen charitable offer, encouraging customer engagement and showing you care about your region and its people. Ensure your lounge and onboard facilities are easy to locate, access and understand intuitively what is on offer. Finally, get that all-important feedback from the customer on their experience, providing the evidence to underpin future service decisions.

Catering can play a key role in driving up passenger confidence and trust by making the whole train guest experience as enjoyable as possible. This is how rail operators will build back customer trust and loyalty and hence generate customer advocacy and ultimately volume growth to get our industry back on track.

Good luck! • For further information and news about rail catering, market trends, IRCG membership and more contact roger@thecateringexplorer.com or visit ircg.info

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EXCITING FLAVOURS FOR LITTLE ONES TO EXPLORE Lightweight, robust, exotic baby food pouches that are perfect for travel and adventure!

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NEW ARRIVALS / 59

Causing a stir *N

EW ARRIVALS *

While it started out as a product to make loose leaf tea more accessible on-the-go, it’s Sticksology’s hygiene credentials that now drive its potential onboard…

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 lookout for newcomers to the industry, be they young people, young companies or young products: those that may be the faces of the onboard sector tomorrow.

One such spotted recently is Sticksology, developers of hygienic ‘tea sticks’.

Developed in 2015, Sticksology’s aim was to make loose leaf tea more convenient and allow consumers more control in the making of their perfect brew.

“When we developed Tea Sticks, the goal was to create a delicious brew without the mess,” explains Ricky Kothari, founder.

Co-founded by Ricky and Kim, the idea was to combine a love of tea with something innovative and fun.

They sold the first batch out of their warehouse in East London to offices in the local area.

“Fast forward to 2020 and we see the focus on hygienic products,” Ricky adds.

“It’s our mission to make Tea Sticks a more readily available option, providing increased confidence to customers.”

Functional design

Each stick has 427 micro perforations to allow the tea to brew without over-steeping

The functional infusion stick is an all-inone strainer and stirrer. This eliminates the need for a spoon, reducing the chances of any cross contamination when serving.

Each stick has 427 micro perforations to allow the tea to brew without oversteeping. Made with recycled, sterile aluminium and individually wrapped, the sticks have been providing peace of mind at teatime in care homes and NHS wards during the COVID-19 pandemic.

The tea itself is sourced from Kenya and Sri Lanka. The sticks are available in twelve blends including Breakfast Brew, Royal Rose, Zen Green & Lemon, Moroccan Mint, Jazzy Jasmine, Rockin’ Rooibos, and more.

The pair plan to add coffee to their offering in the near future. sticksology.com •

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60 / GLOBAL PERSPECTIVE

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

Day tripping

Airlines have been finding imaginative ways to give passengers a COVID-friendly aviation experience in response to cries from those passengers missing their usual travel routines.

Taiwan's Eva and Australia's Qantas have both offered sightseeing flights which take off and land at the same airport. These alternative travel experiences have been snapped up by frustrated holidaymakers eager for some inflight action and they have helped experiencehungry travellers mark special anniversaries and birthdays, and even hosted a marriage proposal inflight. #EvaAir; @Qantas

Kudos dining

It's nuts!

Clearly airline meals have come of age. It's official.

There can be no more jokes about quality. And if you need the proof, check out the Singapore Airlines initiative to give people the chance to dine onboard a stationary Airbus A380 parked at the home hub airport. The three-hour onboard dining experience priced at up to $496 (ÂŁ380) sold out in half an hour. Diners could choose their cabin class and even watch a movie as they dined. All set up under social distancing guidelines of course. @SingaporeAir

GNS Foods is now selling the American Airlines' First class nut mix direct to the public.

It has supplied the airline for 30 years and ended up with a huge surplus during the pandemic departure downturn. In a typical year the company roasts 2.4 million pounds of nuts, most of which go to airlines.

When demand dropped, the company offered 70,000 bags of nuts - a cashew-almondwalnut-pecan mix - for sale.

The nuts are being sold in quantities ranging from 1.25 pound bags for for $12.95, to 7.5 pound bags for $48.90.

GreatNuts.com @AmericanAir

Airport beers

As lockdown kicked in and pubs across the UK closed their doors, some ingenius socialisers spotted that some airport bars were still open and reportedly booked the cheapest flight ticket they could find online and then headed to the airport for a few beers with friends at the airport pub. They had no intention of flying anywhere but just having the ticket, no matter how cheap, allowed them through security to order a beer! Airports do still have their uses it seems even if not many people are travelling far. @flygatwick; @HeathrowAirport

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Cruising nowhere

Home dining

As airline caterers pivot to provide new markets some are also trading on their airline brand associations and offering airline meals for eating at home. Among those offering this option is Tamam Kitchen in Israel which provides inflight food to El Al and Turkish Airlines.

Customers are now able to purchase its food online.

Caterers in Canada, Australia and Thailand have done similar things. @EL_AL_AIRLINES

Cruises were halted worldwide this year due to major COVID-19 outbreaks onboard but now the industry is beginning to set sail again. Initial departures are "Cruises to nowhere" out of Singapore and operated

by Dream Cruises. World Dream is offering two- and three-night Super Seacation itineraries. The ship can carry 3,400 passengers but is operating at a reduced capacity of 50%. The trips with absolutely no ports of call include onboard activities all offered within social distancing guidelines in place. #DreamCruises

Going without going

Brisbane Airport has partnered with ready-made meals provider snapfresh, part of the dnata catering portfolio, to deliver an innovative food retail solution: a ready-made meals vending machine! Available to passengers while food & beverage outlets at the terminal remained closed due to the COVID-19 pandemic, it has proved popular with airport staff, transit passenger and those looking to grab and go. @BrisbaneAirport

High flyer gifts

Qantas is drawing on the kudos of its iconic inflight pjyamas and the quality of its inflight and lounge amenities to sell a collection of pamper packages for Christmas high flyers. The packs include products used in the First Lounge spas as well as inflight, and follow the sell out success of promotions for the kangeroo pyjamas and Tim Tams, the airline's favouite inflight chocolate snacks. @qantas

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Looking forward to 2021...

Whilst of course we are all counting down the days until we can get together in person, it's hard to ignore the logistical benefits of an online expo. Future Travel Experience (FTE) has been leading the way in this and has now added to its online offer for 2021.

New next year will be Virtual Expo 365 – a vast online content hub and supplier exhibition, which will be accessible 24/7 throughout the year. With dedicated Airport and Inflight zones, Virtual Expo 365 will be free to visit from early March 2021.

The platform will also host 12 live event days during which FTE will host new conference sessions, and exhibitors and attendees will be able to engage with one another in a real time virtual environment.

For those craving the chance to meet in person FTE has that covered too with FTE Global+ and FTE Ancillary+ now scheduled to be co-located on September 8-10 2021 at the Aria Resort Las Vegas. The FTE APEX

What: Multiple FTE events Where: U.S., Singapore and online When: 2021

Asia Expo+ is also confirmed for November 9-12 at Marina Bay Sands, Singapore and will again include the now established Onboard Hospitality Forum - Asia with catering and comfort suppliers and, venue guidelines permitting, the Street Food Festival. futuretravelexperience.com

WTCE/AIX rescheduled Reed Exhibitions, organiser of the Word Travel Catering & Onboard Services Expo (WTCE) and the Aircraft Interiors Expo (AIX), has announced new dates for 2021.

Both WTCE and AIX will return to the Hamburg Messe from August 31 to September 2 2021, moving from the expos' traditional April dates.

“After consulting with exhibitors and airlines, we recognise the industry needs more time to allow for the reopening of

What: WTCE/AIX Where: Hamburg When: August 31-September 2 2021

borders, lifting of travel restrictions and resuming of services,” said Polly Magraw, exhibition director for Aircraft Interiors Expo and World Travel Catering & Onboard Services Expo.

“It is clear that the industry needs to meet in person later in 2021. Our priority is to deliver an engaging and COVID-secure faceto-face event in September that gives our exhibitors and visitors the additional time to adapt and continue on the path to recovery.

“We once again want to thank all of our exhibitors, visitors and partners for their support.” worldtravelcateringexpo.com; aircraftinteriorsexpo.com

CALENDAR August 31-September 2 2021 World Travel Catering & Onboard Services Expo and Aircraft Interiors Expo worldtravelcateringexpo.com aircraftinteriorsexpo.com ------September 8-10 2021 FTE Global+ & FTE Ancillary+ futuretravelexperience.com ------September 23-24 2021 lunch! lunchshow.co.uk ------October 18-21 2021 APEX/IFSA EXPO apex.aero; ifsa.aero ------november 9-12 2020 FTE APEX Asia Expo+ futuretravelexperience.com

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