Pax June/July 2015

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J U N E / J U LY 2 0 1 5


VOL. 19, NO. 5


Q and A with MHA President Ozer Balli



Teas of Ceylon and beyond Cuisine and culture of the island SEATING NEWS p.







PAX International 26 Pearl Street, Mississauga, Ontario L5M 1X2, Canada Tel: (1 905) 821-3344 Fax: (1 905) 821-2777 website:

PUBLISHER Aijaz Khan E-mail:

Finding a

customer’s sweet spot

The low-cost carrier flydubai is tracking passenger attitudes, preferences and desires in a sophisticated survey system, the results of which were revealed early in the month of May. The airline has been getting feeback through a survey on its Lumexis inflight entertainment system that compiles survey data on approximately 4,000 passengers per week. So far, the airline has gained feedback from more than 200,000 passengers. Once the data is downloaded, management analyzes it within 24 hours. Opinions are noted on 36 customer interaction points and it identifies trends by route or specific flight on the 1,400 flights flydubai operates every week. What the airline has learned, according to a report released in early May, is that passengers appreciate its move to open up reliable air service to small and emerging markets and its added frequency to underserved markets. The airlines most recently launch was service to Lar in Iran. Since the start of the year, flydubai has added service to seven cities in the region that would be considered in most cases underserved markets. flydubai tends to attract a younger group of passengers with more than 43% under the age of 34. And, unusual for a low-cost carrier, flydubai books a large number of business travelers. The airline has what it calls a dedicated Business Team that that is available early in the ticketing and boarding process. It gets a fair amount of repeat customers, as 62% of its Business Class passengers are repeat travelers. One of the interesting statistics is that 45% of Business Class passengers booked their ticket through a travel agent. Cabin service and the travel experience got high marks from the survey. Cabin appearance, legroom, seat comfort, and cabin crew all scored approval in the 80% to 90% range. Wait times for baggage and queue were less than five minutes in nearly 80% of the cases. “The timeliness of this analysis and our emphasis of putting the customer experience at the core of our operations give us a unique insight to our passengers. This keeps us focused on what is important to the passenger,” said the airline’s CEO Gaith Al Gaith in the release on the survey results. Time and again stories of airlines in the Middle East focus on the front cabin service and luxuries that are certainly leading the world and reshaping commercial aviation. However, airlines like flydubai that cater to another demographic of traveler are learning much about the people who board their aircraft every day. With a new Business Class product, an updated fleet on the way and quickly accessible knowledge, flydubai is demonstrating how a nimble, responsive airline can build and improve its service product by listening closely to its passengers and making timely decisions.

E D I T O R I A L S TA F F Rick Lundstrom, Editor-in-Chief PAX International 723 Jefferson Street, NE Minneapolis, MN 55413, USA Tel: (1 612) 378-0862 Fax: (1 612) 378-0852 E-mail: Melissa Silva, Editor Tel: (1 905) 821-3344 x21 E-mail: Contributors: Rebecca Byrne

A R T D E PA R T M E N T Sarit Scheer E-mail:

ADVERTISING OFFICES Kevin Greene, Advertising Sales Executive Tel: (1 905) 821-3344 x31 E-mail: PAX International is published eight times a year (January/February, March/April, May, June/July, September, October/November, December) by PAX International, 26 Pearl Street, Mississauga, Ontario L5M 1X2, Canada. International Distribution. Subscriptions: $200 for one year; $300 for two years; $400 for three years. Art and photographs will not be returned unless accompanied by return postage. The views expressed in this magazine do not necessarily reflect the views and opinions of the publisher or editor. June/July 2015, Vol. 19, No. 5. Printed in Canada. All rights reserved. Nothing may be reprinted in whole or in part without written permission from the publisher. © PAX International magazine

ISSN 1206-5714 Key title: Pax international

Rick Lundstrom Editor-in-Chief, PAX International  |  PAX INTERNATIONAL  |  3

J U N E / J U LY 2 0 1 5


VOL. 19, NO. 5




HOME BASE With the forum being held in Colombo, Sri Lanka this year, Managing Director and Sri Lankan native, Keerthi “Happy” Hapugasdeniya is encouraging delegates to make cultural connections while staying focused on the future


Boasting an abundance of activities, culture and heritage, Sri Lanka is becoming a tourist destination offering more than what meets the eye



Changi Airport Group (CAG) continues to forge new partnerships to reshape and transform travel retail


ON THE COVER: Dilmah Seasonal Flush Tea – Opata Estate, Kahawatte, Plantations. Photo courtesy of Dilmah Tea.

Transparency and responsibility have driven carriers like Japan Airlines to find partners in procuring supplies


As the industry’s big companies jockey for position and develop new products, a surprise entrant joined the group of airline seat makers in Asia, after launches aplenty at this year’s Aircraft Interiors Expo


With the demand for a quality cup of tea onboard, tea producers around the world remain focused on recreating an authentic tea drinking experience in the sky


Airlines in the Cathay Pacific Group do not have to look far for inspiration and partners for compelling cuisine















By focusing on enhancing its current product offering, Gem Airsupply Ltd. is well positioned to maintain its competitive edge in the inflight product market


24 MHA NOTES ANNIVERSARY IN NAPLES The Marine Hotel Association welcomed a new president and celebrated a notable milestone during its most recent convention


IFE, CABIN EXPERIENCE Airlines and caterers from around the world gathered April 15 at the Radisson Blu Hotel in Hamburg for the PAX International Readership Awards


Toyama, Nara and Fukouka featured in ANA cuisine promotion

The eighth installment of ANA’s ‘Tastes of JAPAN’ program, this time featuring products from the Toyama, Nara and Fukouka prefectures will launch in June and run through the summer. Tastes of JAPAN serves regional beverages and cuisine on ANA flights and in airport lounges. The products are from the country’s lesser-known prefectures and the program is intended to stimulate local economies, in part by boosting consumption of regional agricultural products and drive tourism to the areas. Served in the ANA Suite Lounge at Haneda’s International Terminal in July will be the dry curry with summer vegetables teamed with Worcester sauce and white sesames from Toyama. Scallop, ham and vegetables simmered in cream and wrapped in crepe with Hokuriku wine sauce and white shrimp crackers, will also be served and sold on board. Nara will be represented with an éclair with Asuka Ruby strawberry jams served at ANA Suite Lounge in the international terminals of Haneda and Narita Airports. The strawberry mousse with the refreshing, fragrant jam of Asuka Ruby harvested in Nara Prefecture is wrapped in choux pastry. Also representing Nara is a sautéed sea bass and chorizo with Himotogarashi pepper grown in Nara, with balsamic apple vinaigrette including basil and sirloin steak of Japanese Black beef raised in Nara prefecture, which will be part of the menu. Available on board on international Business Class, the appetizer Okyuto is produced from the seaweed Ego-nori, a popular accompanying dish in breakfast in Fukuoka. The main dish is the steamed golden threadfin bream, white-fleshed fish, that common in Fukuoka. Other offerings include Hakata best chicken, foie gras and scallop galantine with tuna and apple salad on egg and spicy cod roe rice covered with tea.

A selection of Fukouka prefecture products on ANA

MALAYSIA AIRLINES TAKES ROYAL MENU TO THE SKIES Following its successful introduction in March, Malaysia Airlines’ exclusive menu, Dari Dapur Istana (From the Royal Kitchen) will continue to be available for First and Business Class passengers until December. The airline’s latest menu is a collaboration with Her Royal Highness (HRH) the Crown Princess of Pahang, Tunku Hajah Azizah Aminah Maimunah Iskandariah Binti AlMarhum Sultan Iskandar AlHaj. It will be served to guests on outbound flights from Kuala Lumpur to selected destinations in Europe, Australia, New Zealand and regional sectors. The Royal menu will feature a selection of signature dishes: Nasi Tumpang with Jelatah, Nasi Kuning with Opor Ayam Kacang, Udang Masak Merah, Ayam Panggang Johor, Grilled Beef Tenderloin Patty, Beef on Toast, Dadar Pahang and Puding Raja. Nasi Tumpang with Jelatah is rice layered with shrimp sambal, chicken curry, fish and chicken floss and julienned omelette in a banana leaf cone. Served with a side of spicy pickled vegetables, this dish is a delight to the eyes and the palate. Nasi Kuning with Opor Ayam Kacang is a local favorite, made by braising chicken and crushed peanuts in Malay spices and coconut milk, paired with turmeric basmathi rice and sautéed French beans with onions. As an ode to Malaysia’s colonial past, Beef on Toast is a fusion of the tastes from both Malay and British heritage. It is made with minced beef and sunny side-up egg served on deep-fried toast, with chicken sausage, asparagus and grilled tomato and served at breakfast. Another specialty for First Class passengers is the Puding Raja, or Royal Pudding. The elaborate-looking dish has an underlying layer of fried bananas topped with sweetened egg yolk strands, cashew nuts, cherries, prunes and drizzled with a rich custard sauce. “We’ve learnt so much from Her Royal Highness and we are proud to bring these dishes to the world,” said Malaysia Airlines’ Manager of In-flight Food and Beverages, Chef Zahiddin Dris. “Her Royal Highness, along with dedicated chefs from MAS and BAC tried up to 20 recipes during a special cooking demonstration session before the final eight dishes were hand-picked.”

Formia designs amenity kits for EVA Air Formia recently announced the extension of its existing contract with EVA Air to supply uniquely designed RIMOWA amenity kits for passengers in the airline’s Royal Laurel classes. The RIMOWA hard shell cases were successfully launched in 2013 in a specially commissioned Racing Green color designed to complement EVA Air’s own corporate colors. In a second stage, two new colors, crystal green and prosecco, were introduced and now, under the terms of the new agreement, two additional new colors will be on board later this year, appealing to passengers collecting them for a variety of post-flight applications. “These distinctive and unique RIMOWA cases were customized for EVA Air and we are delighted at the success they have achieved for the airline ever since. FORMIA’s mission is to delight its customers by providing products, which, in turn, delight their own customers, too. That has definitely been the case with these kits and their contents. We are immensely proud that EVA Air continues to place their trust in FORMIA with the supply of their amenity kits,” said Roland Grohmann, FORMIA Managing Director.  |  PAX INTERNATIONAL  |  5


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But as it turns out, Brayford said many res“No one had ever thought of it before, but WESSCO PARTNERS WITH their answer was very encouraging,” he said. idents of the Emirates might find that an PHILIPPE STARCK TO easier DESIGN Once the two sides agreed to go ahead choice than one would think. Comwith the arrangement, RAK began the lengthy muting the busy freeways in a fast growing AMENITY KITS

rant business in the UAE and Lebanon. Rakabela is also under a 15-year concession contract to operate restaurants and coffee shops at the airport. But if plans work out and the process of International adapting andannounced testing its computer region has Catering brought increased traffic to the promising tourist industry in the emirate conWESSCO during the World Travel reservation system to adapt to Etihad’s. This UAE’s highway system. Brayford says delays tinues to grow, a new Rakabela airline-caterand Onboard Services Expo in Hamburg a groundbreaking, multi-year occurred at the time the larger carrier was also on the Emirates’ ing kitchen has received approvals from the govcollaboration effort with French visionary creator, Philippe Starck. main thoroughfares have changing its own CRS from the SITA system become more frequent. Soon when RAK Airernment and could be built in the near future. “Starck is an iconic modern designer, and the breadth and impact to Sabre. Work is ways expands the service to daily flights, and In the shadow of the scenic Hajar mounstill continuing, and Etihad of his work is unparalleled,” says Petros Sakkis, Vice President Interlater to flights twice daily, the frequency will tains, Ras Al Khaimah has a climate and plans a switchover to Sabre next year. national Operations at WESSCO International in the announcement of be a vital selling tool. tourism dynamic different from much of the Brayford and RAK Airways were not the the agreement. “Among other things, he is well known for the inspiring “Once rest of the UAE. Its slower pace and unspoiled only ones excited at the new partnership. we have a scheduled morning and spaces and products he has created for the hospitality industry. We beaches have been beckoning development “This is the first time Etihad Airways will evening flight next spring that will be a very Nick Bregman, Vice President Sales and Business Development (centre) and in wanted to help bring his unique vision to the world’s top airlines.” Robert Bregman Founder ofrecent WESSCO (left) Among with Philippe Starck at the WESSCO have its EY code on a domestic UAE flight serious alternative to people taking their years. the notable properties A collection of first and business class amenity kits has been stand at WTCE in Hamburg which is anin exciting milestone forfor us,”the said the cars,” said. that have located in the emirate, Brayford developed a palette of colors collection. Hardheand soft verairline’s CEO James Hogan, on the October In the early fall, Brayford said many of the thesometimes Banyan Tree Wadidiscarded, Hotel and truly the sions of male, female and unisex kits are part of the collaboration. cabin, especially ones listed that are simply 3 inauguration of the flight. “We look forward passengers in the RKT-AUH route were using Hilton Resort or Cove Rotana among seven “The concepts for the amenity kits arose from much personal challenged him. How to create something, within the often-inflexible to welcoming the flight and Starck its short, one hour connection eight major properties. In thethat firstpeople quarDhabi and and thought fromtravelers Starck through on theirAbu form, function context. parameters of cost andtospace presented by aviation, time to the Etihad Airways flight to Bangkok. ter of next year, Brayford added that the Walonto international flights across the Etihad Airhas driven the process from the beginning, insisting on quality and would keep? Passengers departing the RAK Airways to dorf Astoria will open “a most amazing lookways network.” innovation at every level. He personally scrutinized each aspect of “From the beginning of the creative process, two words appeared AUHindividual have alsoconbeen boarding the Etihad anding thatexplained. will bring“We a clientele that Etihad completed the Once modern amenity kit, froman theoperational outer shell to every to me: the elegance theproperty” gift,” Starck create such flight to RAK Airways is planning to cater to. audit on RAK, the task was then to convince Manila. tent item. He has re-conceived and re-constructed everything from an elegant and intelligent object that it would truly become a gift. And “We are gearing for that, passengers to forego the freeway linkingand the functionality, On suchasa short flight,itasmight RKT-AUH, because we scratch, seeking to enhance elegance pieces be thecabin first time that passengers willupopen the bag and say: two emirates by about three hours drive and service is limited to a sandwich box with a believe the sort of people who stay at the and as a whole. It is this exploration that has led to something totally Oh! This is exactly what I wanted!” opting forThe a flight scheduled for 45 minmuffin, juice and water. Airways’ caterer Waldorf will extends not be coming on charter different. kitsthat will is surely demonstrate an airline’s commitment to RAK“The scope of this collaboration beyond in amenity kits,” utes, but is often completed in 25 minutes, said out of RKT is Rakabela, part of the Albert flights, but coming here as premium travelperfection and its focus on the passenger’s experience, both on and says Sakkis. “The goal of our collaboration is nothing less than to Brayford. Abela group that operatescreate catering restau- ers on scheduled service,” said. Of course after the flight,” comments Luigi Auricchio, Creative Director for Asia anand unforgettable experience for people whohetravel. and EMEA at WESSCO International. Starck says that WESSCO’s proposition of creating items for the

that is a bold aim, but it is this boldness that separates the run-ofthe-mill from those concepts that truly make an impact.”

Cleaned for take-off

Take hygiene and safety on board and enjoy a clean flight with MEIKO. MEIKO, your global partner in airline catering and wash-up systems. 6  |  PAX INTERNATIONAL  |  JUNE/JULY 2015






Barreiro to manage regional accounts for Watermark Products Michelle Barreiro has been recently been promoted to Senior Accounts Manager, Asia Pacific/ South American at United Kingdom-based Watermark Products. Since joining the company in 2012, she has successfully engaged new airline partners as well Michelle Barreiro as cemented long term customer relationships. In her new role she will continue to develop the sales strategy across the Asia Pacific and South America regions.

Hilbron head of international business at HMSHost HMSHost International has appointed Jan Willem Hilbron to the new position of Senior Director Business Development International. Patrick Brans will fill Hilbron’s current role as General Manager HMSHost Schiphol. Hilbron started with the company in 2007. Since then, HMSHost Schiphol Airport has grown by €33 million (US$36 million) in sales and added more than 20 new food and beverage concepts. Before taking on his new role as General Manager of HMSHost Schiphol Airport, Brans worked as Manager Operations at New York Pizza, where he was responsible for operations of 125 company-owned outlets and 90 franchisees in the Netherlands and Germany.

Elliot heading cabin sales at Rockwell Collins Rockwell Collins announced in early April that Craig Elliott has been named Vice President, Airline Cabin Sales and Marketing. In his new role, Elliott will lead a sales and marketing team focused on the Rockwell Collins’ full suite of cabin solutions for air transport aircraft. This includes a number of systems and applications, including PAVES™ Ondemand, PAVES™ Broadcast, PAVES™ Wireless, ARINC Cabin Connect, Airshow® 3D Moving Map and air-to-ground high-speed connectivity. Most recently, Elliott served as senior director of Airline Sales at Rockwell Collins, working with airlines throughout the world to equip their fleets with the latest avionics and IFE systems. Craig Elliott

TydenBrooks picks new head of Europe Sales Seals maker TydenBrooks has named Dennis Vitalis responsible the company’s Europe-wide sales operation. Vitalis joined the company in 2010. He has a background in general security sealing product distribution, combined with international sales. TydenBrooks has a presDennis Vitalis ence across Europe, Middle East and Asia. The company supports a diverse range of sectors and applications including packaging, transportation, retail, money handling, chemical, pharmaceuticals, manufacturing and healthcare. Research and product development are centered in the U.S. and China.  |  PAX INTERNATIONAL  |  7



With the forum being held in Colombo, Sri Lanka this year, Managing Director and Sri Lankan native, Keerthi “Happy” Hapugasdeniya is encouraging delegates to make cultural connections while staying focused on the future by MELISSA SILVA


lthough every Asia Pacific Onboard Travel ( forum brings something special to the table, whether it’s the host city, the speakers or the annual Chef ’s Competition, this year’s apot. asia forum holds a special significance for Founder and Managing Director Keerthi “Happy” Hapugasdeniya, as it is being held in his native Sri Lanka. With nearly 50,000 tea estates across the country, Sri Lanka’s culinary culture is almost as rich as its tea, which explains why day three of this year’s forum is dedicated to the ‘Tea Experience.’ Happy shares with PAX International details of this ‘experience’ — including the largest tea picking gathering

Asian airlines are still spending a considerable amount of money for onboard catering and everyone is still looking for authenticity and high quality .

– Keerthi “Happy” Hapugasdeniya, Managing Director of


and a High Tea ceremony — and more, in this issue’s industry Q&A: PAX International: Why was Colombo, Sri Lanka chosen as’s host city this year? Was there a specific reason or significance for selecting this city? Happy: Colombo was in the plans for long time and at the last event in Danang, the Chairman of Sri Lankan Airlines requested to come to Colombo and we happily accepted the invitation. PAX: How is the Asian airline and inflight catering industry performing this year in relation to last year? Happy: I must say, Asian airlines are still spending a considerable amount of money for onboard catering and everyone is still looking for authenticity and high quality. PAX: Day three of the show focuses on the ‘Tea Experience,’ which includes the “world’s largest tea picking gathering,” a new addition to the forum events. Why was tea chosen as the focus for this day? Happy: Sri Lanka (ceylon) is the main country for the production of high quality tea so, as we always try to recognize the local pride and attributes of the host city, we felt tea picking would serve as an excellent way to connect Sri Lankan culture to the forum agenda. PAX: What can attendees expect from the Tea Experience and the tea party? Happy: The Tea Experience begins in Colombo early in the morning, where all of the delegates will travel to the high country

on a private and exclusive train. We will join local tea pickers from the area’s tea plantations. It will be a full day event with 1,000 people involved. After tea picking, the participants will attend a traditional tea ceremony. PAX: Sri Lanka boasts a very distinct, colorful and flavorful cuisine. What will be some of the foods and tastes attendees should look for while in Colombo? Happy: When is comes to food, Sri Lanka has the lot — light, healthy, tasty and traditional. Sri Lanka is a food heaven, offering a lot of variety and I hope all of the delegates will take to take time to enjoy them. PAX: What is planned for this year’s educational sessions? Can you provide any details? Happy: We are focusing more on new ways of motivating business professionals and looking at new gadgets in the trade. We will also have a panel session dedicated to new trends, looking beyond 2020. PAX: What can attendees expect from this year’s keynote speaker? Can you reveal any specifics? Happy: This year’s keynote speaker is Melbourne’s Parliament speaker, who will talk about making deals and encountering difficulties in international trade, and how governments work in negotiations. PAX: What do you hope attendees take away from this year’s forum? Happy: A lot of information, fun and networking. I hope this year’s delegates take extra time to explore Sri Lanka and its hospitality.


A CULTURED PEARL Boasting an abundance of activities, culture and heritage, Sri Lanka is becoming a tourist destination offering more than what meets the eye by MELISSA SILVA


ith a culture that extends back to more than 2,500 years, the tropical island nation of Sri Lanka has plenty to offer its visitors. Set against the Indian Ocean in South Asia, Sri Lanka is home to eight UNESCO World Heritage Sites, 1,330 kilometers of coastline, 15 national parks, 500, 000 acres of lush tea estates, 250 acres of botanical gardens, 350 waterfalls and 25,000 bodies of water. Regarded as the “Pearl of the Indian Ocean,” Sri Lanka houses what is known as the “Cultural Triangle,” an area that encompasses all eight World Heritage Sites. In the hill country lays the former royal capital of Kandy, home to the Dalada Maligawa or Sacred Temple of the Tooth, which houses the sacred tooth relic of the Buddha. Visitors can also experience the colonial heritage of Sri Lanka by heading south to the mid-17th century Dutch fort at Galle, with 14 massive bastions, a grid system of streets, and a few original Dutch bungalows. “It is simply one of the most unique attractions in Sri Lanka.,” says a representative from the Sri Lanka Tourism Promotion Bureau. Known to many as a place for spiritual and physical healing for 2,000 years, Sri Lanka is home to Ayurveda, the oldest and most holistic medical system available in the world, which is composed of a range of herbal treatments and various types of baths and massages, combined with cleansing and revitalization techniques, such as yoga and meditation.

Cuisine of Ceylon Although well known for its Ceylon Tea, Sri Lanka is also associated with a colorful and rich cuisine. The staple diet of the island is rice and curry-boiled rice with curried vegetables. Sri Lankan curries are 10  |  PAX INTERNATIONAL  |  JUNE/JULY 2015

characteristically hot, featuring an array of spices and traditionally include a variety of small curry dishes made of vegetable, meat and fish. A traditional Sri Lankan meal is accompanied by parripu (red lentil dhal), mallung (ripped green leaves with spices, lightly stirfried) and a sambol (a mixture of grated coconut, chilli, and spice). Thambli (King Coconut juice) is a common alternative to water in Sri Lanka. Thambli is generally sold at the side of streets throughout the island, where the coconut is cut open in front of the buyer and made on the spot. Toddy is a natural drink reminiscent of cider. There are three types of Toddy in Sri Lanka: Coconut Toddy from the southern lowlands, Hill-Country Toddy, which is made from the juice of the kitul palm, and Northern Toddy, which is made from the spiky palmyra tree.

Colombo’s cultural appeal Rich with Colonial history, Sri Lanka’s Capital Colombo is a melting pot of races, religions and cultures that serves as the administrative and economic center of the country. Despite its small size at just 37.31 square kilometers, Colombo offers a varying selection of experiences for visitors ranging from taking a tuktuk ride, a visit to Pettah market and eating Kottu, to playing a round of golf and having high tea at one of the colonial style hotels overlooking the Indian Ocean. Colombo’s architecture has been heavily influenced by the Portuguese, Dutch and British colonization, the British influence clearly visible in many buildings located in the Fort. Nearby is the Pettah market, where visitors can purchase a range of items. After a busy day of sightseeing, it is recommended for visitors to retire to Galle Face Green, where locals gather to relax on the weekend by taking a stroll along the promenade.

AIRPORT REPORT: SINGAPORE CHANGI AIRPORT Changi Airport’s new terminal 4 is expected to be operational in 2017


figures and ground breaking initiatives Changi Airport Group (CAG) continues to forge new partnerships to reshape and transform travel retail by REBECCA BYRNE


reshly minted as the World’s Best Airport at the 2015 Skytrax World Airport Awards, as well as the Best Airport for Leisure Amenities, Singapore’s Changi Airport really has something to be proud about. This accolade was bestowed on Changi Airport by some 13 million travelers from more than 100 nationalities, providing feedback on close to 40 key performance indicators for airport service and products. Seasoned travelers would know that Changi Airport is no stranger to awards. Since its opening in 1981, it has accumulated no fewer than 480 awards from around the world. Consistently voted as a top airport in the world of aviation, Changi Airport is known for its excellent facilities spanning three terminals, and high service standards for passengers and visitors alike. Even as the world’s most awarded airport celebrates, its manager Changi Airport Group does not rest on its laurels, nor let up on its plans to further enhance the travel experience for passengers. It is looking to further expand its capacity from the current 66 million passenger movements a year to 85 million passenger movements. A new Terminal 4 is currently being constructed and is expected to start operations in 2017. Terminal 1 will also be expanded, and a new destination complex, Jewel Changi Airport, built in front of it. Works are expected to be completed in 2018. Projecting the airport into the future, plans for a Terminal 5 are already underway. Capable of handling some 50 million passengers per annum, Terminal 5 will have an eventual capacity almost equivalent to that of terminals 1, 2 and 3 combined when it is completed in the mid 2020s. Even though 2014 was a challenging year for the aviation industry, figures for Changi Airport were again record breaking with over 54 million passenger movements in 2014, the highest in its 33-year history. Boasting excellent connectivity, Changi is currently linked to more than 300 cities over some 70 countries via about 100 airlines. South Asia and Northeast Asia continued to be strongholds for Changi Airport, with Indonesia, Malaysia, Australia and China as its largest market sources. Changi Airport welcomed several new carriers in 2014 - Uzbekistan Airways, Jetstar Pacific, Malindo Air, Tigerair Taiwan and VietJet joined the Changi family. CAG also added services to Okinawa

in Japan, Seattle and Phu Quoc in Vietnam. In China, Lanzhou and Xi’an were added, bringing the total number of destinations to the country to twenty-six and making Changi one of the best connected airports in Asia to China. In early 2015, Air New Zealand commenced services to Singapore, further opening the gateway to the Southwest Pacific for travellers from other parts of the world. World Class retail experience: Inside Jewel Changi Airport, travelers and residents will enjoy world-class lifestyle experience

The New Icon of Changi Airport: Jewel Changi Airport, a unique new construction, will link three terminals  |  PAX INTERNATIONAL  |  11

AIRPORT REPORT: SINGAPORE CHANGI AIRPORT DFS T3 Duplex/DFS Duplex double volume: DFS opened the world’s first wines and spirits duplex store at terminal 3

On the travel retail side, several major enhancements have been launched to elevate the shopping experience for travelers. In February 2015, Korean company Shilla Duty Free officially launched 19 cosmetics and perfumes stores across Changi’s three terminals. Among the 80 brands that are exclusive to Shilla Duty Free, 26 brands are new to Singapore. In March 2015, DFS Group opened the world’s first wines and spirits duplex store at Terminal 3 showcasing the unique Raffles Long Bar experience, as well as Asia’s largest assortment of single malt scotch in an airport. Commenting on these enhancements, Lim Peck Hoon, CAG’s Executive Vice President for Commercial, says: “Shilla Travel Retail and DFS are two of the biggest brands in the travel retail industry, and we are excited to partner them in bringing revolutionary shopping concepts and experiences to our passengers. Double-volume duplexes and in-store experiential activities are perfect examples of innovations which will wow passengers and elevate the retail experience at Changi Airport to a new level. We look forward to partnering them to bring even more exciting retail initiatives and positively surprising moments to our passengers.”

Adding on to the excitement, in late December 2014, CAG, together with Singapore property giant, CapitaLand, broke ground for the construction of Jewel Changi Aiport. It will feature leisure attractions such as a large forest valley, a rain vortex that is one of the highest indoor fountains in the world, and park spaces compris-

Retail zone in Departure Transit Lounge: Plans for the new terminal 4 include cutting edge design


AIRPORT REPORT: SINGAPORE CHANGI AIRPORT Breathtaking Forest Valley/rain vortex light and sound: The centerpiece of Jewel Changi airport will be a breathtaking forest valley

ing gardens, walking trails and playgrounds. Shoppers will also be delighted to find enhanced retail offerings such as new-to-Singapore, international and local brands. Other facilities include a cabin hotel, and aviation facilities such as an integrated multi-modal transport lounge dedicated to fly-cruise and fly-coach passengers. The complex, covering 134,000 square meters, will be a central node linking all three terminals by covered glass walkways serviced by travellators, enabling ease of movement by passengers and supplementing the existing Skytrains. “We envisage Jewel Changi Airport to be a world-class lifestyle destination that will appeal to both travellers and local residents alike. With its unique dining and shopping concepts, integrated with indoor gardens and leisure attractions, a myriad of experiences lie waiting for all visitors under one roof,” says Lim. Summing up the future of Changi Airport, Lim concludes: “Continual innovation and enhancement of the Changi Experience have

been important principals we have held close to our hearts as the airport grew steadily over the years. Even as airports around the world renew and customer expectations rise, we will continue to challenge ourselves to transform the paradigm of travel and enhance Changi’s attractiveness as a stopover point and a must-visit shopping destination for travelers.”

T1_centre/Shilla T2 store: In 2015 Shilla Duty Free launched its products across Changi’s three terminals  |  PAX INTERNATIONAL  |  13

REGIONAL REPORT: JAPAN AIRLINES Japan Airlines is the first to join Sedex to help with sourcing decisions

SOURCING STRATEGY Transparency and responsibility have driven carriers like Japan Airlines to find partners in procuring supplies by RICK LUNDSTROM


hen looking at the website of most airlines the viewer will see a section devoted to sustainable practices, from carbon footprints to cabin service to the supply chain. Airlines are well aware they are visible consumers of energy and visible producers of waste. So, if they are a prominent flag carrier like Japan Airlines (JAL), they will also “fly the flag for responsible sourcing.” That was the April 16 headline on an announcement by JAL that it has secured the services of a UK company called Sedex, which, will assist it through the use of a global platform of tools and resources to “engage with its suppliers to improve standards” and source products using “corporate social responsibility (CSR).” JAL said it is the first airline in Asia to join Sedex. The non-profit organization has a global membership of more than 38,000 buyers, suppliers and audit firms. The airline is also working with a group called the Caux Round Table Japan that helps companies integrate corporate social responsibility into company strategy and management systems. The core activity of Sedex is to maintain a secure online database that allows member companies to store, share and report informa-


tion in four key areas: labor standards, health and safety, the environment and business ethics. Companies can select memberships in several categories, reflecting different types of functionality within the Sedex system. The new policies will start this year, and will be introduced progressively in related business practices, Toshiki Oka, Executive Officer of JAL Purchasing tells PAX International. “Regarding the suppliers for JAL, the airline wishes that they can understand JAL’s product and services reflecting the essence of ‘tradition, innovation and the heart of Japan,’” Oka said. “And are able to reach the same consciousness of providing customers with higher levels of hospitality.” Oka added, “JAL is using Sedex to drive transparency and gain visibility of its global supply chain [and] whether they have adhered to CSR practices or not.” What will this mean for potential suppliers to Japan Airlines? Oka said the airline would be committed to improving relationships with those companies that align with the new policies. “Sedex’s tools to help drive improvements in responsible and ethical business practice in both global supply chains are indispensible as we continue to develop our supply chains

to meet our corporate policy, which is to increase corporate value and contribute to the betterment of society,” he said, in the April release on the new partnership. JAL may be the first airline in Asia to forge a relationship with Sedex, but it is one of many to tout its corporate social responsibility bona fides in relation to the way it selects products. On its website, Cathay Pacific Airways shows specific examples of successful applications in its onboard products. Taking the place of plastics have been products made from cornstarch and cellulose that are now used in toothbrushes, shoehorns and amenity kits. The airline also worked with its suppliers to expand offerings in its catering, such as sourcing fish and selecting Fair-trade producers and products that have had the endorsements of the Forest Stewardship Council and the Marine Stewardship Council. On the airline’s website are pictures of its amenity kit made from 90% recycled plastic bottles supplied by Watermark Products. The airline’s subsidiary, Cathay Pacific Catering Services began working with services centers in Tung Chung in 2009 to establish an inflight cutlery, headset packing and vegetable processing facility.

SEATING ON ASIAN CARRIERS The ANA 767-300 cabin with seating from Toyota Boshoku replaces the Kioto seats previously on the aircraft

SHIFTING SEAT NEEDS As the industry’s big companies jockey for position and develop new products, a surprise entrant joined the group of airline seatmakers in Asia, after launches aplenty at this year’s Aircraft Interiors Expo by RICK LUNDSTROM


n just about every sense, the airline seating industry is in a never-ending quest to adapt and keep up with other segments of cabin services, and new aircraft coming on line from big production plants of Airbus and Boeing. Two examples of the challenges happened in and around this year’s Aircraft Interiors Expo (AIX) in Hamburg. One of Asia’s major airlines announced that it had turned to a company specializing in automobile production for development and installation of seating for some of its domestic fleet. At the massive halls of the AIX in Hamburg, the market leader in the seating announced it had become the choice for an up-andcoming low cost carrier on the other side of the Asian continent that was forging its own path in service. The most recent news was from Japan. There, All Nippon Airways Co. announced that it had committed to a seat order for its domestic fleet of 767-300s from Toyota Boshoku, a company that specializes in automobile interiors and a manufacturer of filters and interior and power train components, and, of course seating for the automobile industry. It is not the first time the company has branched out beyond its core expertise. The company has also produced seating for railway vehicles. It’s versatility and expertise attracted the attention of the airline. “When we were looking into new seat products for the B767s, we approached Toyota Boshoku, who was known for high technology and wide knowledge,” said Ryosei Nomura, an ANA Spokesperson.

The first of the new seating will be installed in Economy Class on ANA in June. It is then ANA will begin removing the Kioto seat that was in Economy Class in favor of the new Toyoto Boshoku model. In fiscal 2016, the airline expects to complete the installation of 1,560 seats on its six 767-300s used on domestic routes. The front cabin will have Sicma airline seating from Zodiac Aerospace.

Since they are used on domestic routes, the Toyota seats will only be outfitted with only audio systems and are installed in a 2-3-2 configuration on the 767s. But the short-haul use and limited features does not mean that the automobile seatmaker opted for a barebones product. Toyota Boshoku made its first entrant in the seat market with a number of features designed for comfort and support,  |  PAX INTERNATIONAL  |  15

SEATING ON ASIAN CARRIERS even for flights that will never leave Japan. “Based on the idea that support is key to a passenger’s comfort, the seat is structured to limit muscle fatigue around the hip and maintain a relaxing posture by firmly supporting the pelvis,” said a description of the seat from ANA. “The height, length and angle of the seat and backrest were designed to evenly distribute pressure on the body and accommodate any body structure.” A look at some of the support structures on the Toyota Boshuku seat

Design features did not end in the seat itself. The tray tables and armrests went through a battery of tests with multiple angles to determine ideal height and natural contour to accommodate for a variety of body type. Toyota Boshoku rounded the edges of the headrest to widen the field of view for the passenger. The completed products for ANA is an Economy Class Seat that is 17.5 inches wide and installed at a seat pitch of 31 inches in the 767’s seven-abreast configuration.

Integration essentials The products of some of the latest research and development by seating leader Recaro could be found at the company’s stand and at the stand of Panasonic Avionics in Hamburg. Recaro seating will also be part of the economy class fleet of flydubai which made some aviation history in its own right. Seat integration with the latest and constantly changing inflight entertainment systems is a subject that is addressed again and again at events such as the Aircraft Interiors Expo and Airline Passenger Experience Association. Airlines are constantly asking for more capability and adaptation for the growing number of IFE options that are flooding the market. With a market that encompasses 40% of the long range business class seating and a quarter of the economy class long range, 16  |  PAX INTERNATIONAL  |  JUNE/JULY 2015

Recaro is often called on to develop products combined with cutting edge IFE with a full range of features for passengers to entertain themselves on a long flight. That answer was found in part at the Panasonic stand where a Recaro CL3710 was paired with a slim 13.3inch monitor. The product was selected as a finalist for a Crystal Cabin Award. For Panasonic, the integration of the product is all about the passenger experience. “The seamless integration of our slimline 13.3-inch HD monitor into the seat creates a premium movie theater viewing experience even in economy class, while enabling Recaro the freedom to design the seat for maximum space and comfort,” said Paul Margis, President and Chief Executive Officer for Panasonic Avionics. The configuration also leaves room for passengers to access the airline’s entertainment offerings and connect to personal electronic devices and monitor and play their own content as well. Panasonic sees this as more than just an installation, but a total integration for the large monitor and accompanying handset. The CL3710 has Recaro’s raised literature pocket that has removed from a passenger’s knee area and placed above the tray table. Passengers have additional legroom with the design. The first of the new CL3710s will be installed on KLM Royal Dutch Airlines. “Depending on the customer wishes, the project partners can quickly bring this solution to market and adapt it to individual customer requirements,” said a release from Panasonic. One of Recaro’s important new customers is the rapidly growing low-cost-carrier

Recaro’s CL3710 with a 13.3 inch screen was a Crystal Cabin Award winner

flydubai. In Hamburg, Recaro announced its workhorse BL3510 Economy Class seat would be equipped throughout the cabin of the airline’s new order for the workhorse 737-800 cabins in the flydubai fleet. Since 2009, flydubai has supplied more than 9,000 seats to the flydubai fleet. The new seating contract will begin in February of next year. Another supplier for the new 737s from flydubai will be California-based Lumexis that announced in mid-May that it would continue to be the supplier of inflight entertainment on flydubai. Its products will be teamed the Recaro seats in flydubai’s latest order for aircraft. The Lumexis Fiber-To-The-Screen® (FTTS®) In-Flight Entertainment system marked a milestone in late April when its product was made offerable for line fit on both the 737 NG and 737 MAX families. “The Lumexis team is delighted with the significant achievement of having gained Boeing’s confidence in our company’s leading edge FTTS system and team,” said Doug Cline, Lumexis Corporation Chief Executive Officer. “We are most appreciative of their supportive and collaborative offerability team, and we look forward to seeing the first FTTS system installed on the 737 production line in the very near future.” “Lumexis has worked closely with Boeing through their Technical Services Agreement (TSA) process to develop and apply the FTTS technology on Boeing 737 platforms,” said Jon Norris, Lumexis Vice President Sales. “This is an offering which can be selected immediately by Boeing’s worldwide airline customers.” It will be the first new line-fit IFE system on the aircraft type in 15 years, and it will cap a long process for the California company.

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BEVERAGE REPORT: TEA Dilmah Tea Founder, Merrill J. Fernando at Ceylon Tea Trails

AN ELEVATED BLEND With the demand for a quality cup of tea onboard, tea producers around the world remain focused on recreating an authentic tea drinking experience in the sky


lthough the history of tea is highly complex, it is largely understood that its roots can be found in Asia, quite possibly China, where thousands of years ago it was consumed as a medicinal beverage. Today, tea is enjoyed for various reasons: as a source of caffeine, as an aid for relaxation, as a social activity or even as an infusion for cooking. When traveling, more specifically when flying, tea can serve an entirely different purpose: to provide a ‘home away from home’ feeling onboard. The sense of comfort and pleasure derived from a high-quality cup of tea is taken quite seriously by tea drinkers and tea makers alike. One might say, producing this very experience serves as the inspiration behind each crafted blend. “The beauty of terroir, central to the luxury in tea, adds to the unmatched natural goodness in tea pleasure that is unique,” says Dilhan Fernando, Director at Dilmah Tea, a family owned and operated Sri Lankan tea company. “Tea is a very special beverage and we celebrate it.”

Honoring tradition Tea is essentially a part of everyday life in Sri Lanka; an island that many years ago was known as Ceylon, due to its specialization in the cultivation of black teas. Founded in 1988 by expert tea maker Merrill J. Fernando —the first tea grower to establish his own tea brand—Dilmah Tea is the only vertically integrated tea company with its own tea 18  |  PAX INTERNATIONAL  |  JUNE/JULY 2015

gardens, which include some of Ceylon’s finest estates. Fernando is joined today by sons Dilhan and Malik, from whose names the company name was formed. Over the years Dilmah Tea has become known for its 100% pure, fresh, unblended Ceylon tea, made in the traditional artisanal manner. The result: a cup of tea brimming with antioxidants, offering protection from a variety of ailments. “As tea growers our emphasis is not only on quality, but also on innovation,” explains Fernando. “The teas that we offer, whilst always reflecting the purity of nature, offer innovation in a different dimension. It is innovation that is connected with the beautiful natural influence on tea. Rainfall and humidity along with the quality and intensity of light are amongst many natural, climatic and soil characteristics that influence the taste of tea. Our effort is in honoring that natural influence and hence, our commitment to traditional, artisanal manufacture.”

tion, 4,500 feet), Meda Watte (mid elevation, 3000 feet) and Yata Watte (low elevation, sea level to 1,000 feet). Covering a gamut of fine tea, each blend offers a distinctly different experience to the other, each one telling a unique story with its own bouquet, mouth feel and flavor. “Watte tea is offered as Single Region and Single Estate in a wide variety of presentations,” explains Fernando. In addition to the Watte Series, Dilmah also offers a range of chai and spiced teas. Combining spices with tea is not a novelty in Asia, specifically in India, where chai is traditionally enjoyed with spices and milk. U.K.-based Twinings Tea, established in 1706 by Thomas Twining in London, has several chai blends in its portfolio, including Gingerbread, Vanilla and a “Bollywood Chai,” a blend that offers a combination of almond, spice and honey flavors. The chai latte, a hot beverage that has

Quintessentially Asian As somewhat of homage to Asia, the region tea calls home, Dilmah Tea’s Watte Garden Series is the company’s tribute to the unique topography of Sri Lanka. In developing teas from Ceylon’s four primary tea growing regions, Fernando was able to capture the concept of terroir, similar to the concept of the same name that applies to wine and appellation. Fernando named the teas in the following manner: Ran Watte (golden tea, elevation 6000 feet), Uda Watte (high eleva-

Drink Me’s Spiced Chai sachet

BEVERAGE REPORT steamed green tea base. Hotels & Resorts Gateway Properties, such as Celebrating its 70th those in New York and San Francisco, guests anniversary this year, of Asian descent are greeted by a MandarinU.S.-based family-owned speaking greeter upon arrival to their rooms, and operated Bigelow and served a tea pot of Bigelow green or Tea boasts a strong port- oolong tea. “It is a program that we are happy folio of green tea, a total and blessed to be a part of,” adds Bigelow. of 10 to 12 blends, includ- “It’s our job to produce the best tea possible, ing jasmine green tea, package it and share it with the globe.” China green tea and a lemon green tea. “Green Experience, elevated tea constitutes a large It is quite evident that enjoying a cup of portion of our overall tea is much more than just consuming a Bigelow Tea’s signature Green Tea blend portfolio,” says Cynthia hot beverage; it is in fact, a sensory and for gained popularity in the last several years, Bigelow, President and CEO of Bigelow Tea. some, an emotional experience. The task of blends chai—as opposed to espresso, the As the number one green tea brand in recreating this exact experience in alternate traditional latte staple—with steamed milk. the United States, Bigelow has regrettably environments, such as onboard an aircraft, Drink Me, formerly known as Drink Me Chai, noticed a decline in green tea as a category is no easy feat, and one that suppliers and is a U.K.-based company that launched 12 in the U.S., a decline the company feels is the caterers are working diligently to accomplish. years ago with an award-winning range of result of a poor taste profile in the majority of According to Dilmah Tea, whose teas are instant chai latte products. Drink Me’s Spiced blends currently on the market—excluding served onboard Emirates, Qantas Airways, Chai is the company’s most popular blend, its own. “Our green tea blends are the only Etihad Airways, Qatar Airways and Japan which Founder and CEO Amanda Hamilton ones that are growing 6% to 7% a year, the Airlines among others, recreating this expecrafted following a trip to India where she reason being the taste,” explains Bigelow. rience involves one simple task: using the first encountered chai. “In India they drink “We have a beautiful jasmine, lemon and correct brewing technique.”The consumption chai like we drink traditional tea; it is a very pomegranate green tea—we have some really of tea has positively increased onboard airsocial drink,” she says. beautiful tasting teas.” craft in recent years; however, it is the proper In addition to chai, Twinings offers variThe strong taste profile of Bigelow Tea’s brewing technique that brings out the true ous blends of green tea—what is commonly blends is largely due in part to it being the quality of tea,” explains Fernando. considered the quintessential “Asian” tea number one importer of Sri Lankan tea in Twinings has gone as far as to develop blend to many in the west. Twinings’ “Ori- the United States, having been dedicated to unique tea blends for its airline partners— ental Garden Green” tea blend is what the Sri Lankan tea and its gardens for more than British Airways, easyJet and Virgin Atlantic company calls an “unusual” tea, which it 40 years. “We visit the gardens, all of which —that are specially designed to accommodate discovered in China. “The finest green leaves are ethical tea partnerships,” explains Bigelow. the lower temperature used to boil water are selected and hand rolled into tight little “We had a wonderful opportunity to visit the inflight. “The blend we produce exclusively knots before being blended with fresh osman- gardens and watch the plucking process and for British Airways was developed in the air thus flowers to give a heady, peachy floral also visit the factories where we discussed on several different flights, as water will not fragrance to this exquisite tea,” says Dominic quality and the grading scheme,” she adds. boil at altitude, so we had to develop a special Jones, Customer Development Manager for Bigelow’s taste profile has not only blend to brew at slightly lower temperatures Twinings Tea. appealed to tea drinkers in the United States, using specific tea leaf types, which brew Adding to its robust roster of green tea but has also piqued the interest of Hilton quickly,” explains Jones. “We really enjoyed blends are some of Twinings new flavor com- Hotels & Resorts, who reached out to the tea working with British Airways on this project, binations, including apple and elderflower, giant to develop a special program that caters as they were so supportive of our ambition green and mango, and ginger green using a specifically to its Asian guests. At the Hilton to produce a great cup of tea onboard.”

Twinings Large Leaf Tea Collection featuring, Summer Berry Green, London Strand Earl Grey and Medley of Mint teas  |  PAX INTERNATIONAL  |  19

ASIAN AIRLINES Mandarin Oriental London created this consommé with flower petals and gold flake


HONG KONG Airlines in the Cathay Pacific Group do not have to look far for inspiration and partners for compelling cuisine by RICK LUNDSTROM


y any measure, two airlines in the Cathay Pacific Group are fortunate to be located in a city that serves as a crossroads in Asia. Dozens of airlines operate service to the teeming city of skyscrapers and history that beckon tens of millions of business and leisure travelers. However, Cathay Pacific Airways and Dragonair have the distinct advantage in calling the city home. Over the years, associations with some of the finest restaurants and hotels, not only in the city, but also throughout Asia have been an ongoing source for culinary expertise and menu design. Both airlines have benefitted with critical acclaim for their food and beverage programs. As the year began, Cathay Pacific and Dragonair both announced partnerships both new and renewed, while Cathay Pacific Catering Service broke ground at the end of January on a new extension to their unit that, combined with the current facility, will increase its capacity by 40%, giving it the possibility of producing up to 140,000 meals and handling up to 310 flights per day. Construction is scheduled to wrap up by the first quarter of next year and full operations are scheduled for six months later. The new unit addition appears to be arriving just in time to meet the demands of the busy airport. On December 20 of last year, Cathay Pacific Catering claimed that it had achieved a record production day of 94,002 meals. In February of this year, the catering unit was successful in acquiring an additional airline customer in Turkish Airlines bringing its total airline customers in Hong Kong to 43.


As the work continued on the 10,300 square meter, fourstory add-on, the two airlines in the Cathay Pacific Group were firming up their menus for First Class and Business Class with some of the top names in Hong Kong hospitality.

Many from the Mandarin Cathay Pacific is calling its partnership with the Mandarin Hotel Group its first ever international agreement, with input from top chefs at seven Mandarin Hotel properties, among them Hong Kong. With expertise in hotels in Europe, Asia and the United States, Cathay Pacific is seeking to create menus for its First Class passengers with a local touch that could come from Boston, London or Tokyo. The partnership with the Mandarin Group of Hotels is a follow-up to the partnership formed last year on the airline’s London route. Planned for the menus are the seasonally inspired meals that are now becoming common in upper class airline service. Cooking styles used for the menus are contemporary and traditional. The airline promises everything from trendy methods like molecular gastronomy, to the slow cooking methods commonly used in airline catering. The first offerings were from Mandarin Oriental Chefs Uwe Opocensky in Hong Kong, Theirry Marx in Paris and Christian Pratsch in New York. The men spared none of their expertise and adapted signature elegance to the airline

From the Mandarin New York comes American favorite, tomato soup with miniature grilled cheese sandwiches

catering process. On the menus from Hong Kong to the selected cities in addition to London were consommés with a specially prepared tea bag of dried flower petals and gold flake. From Paris, Marx produced a traditional presse of chicken, mushrooms and foie gras with a hint of traditional Chinese five spice. In New York, Pratsche created a soup of slow roasted tomatoes with miniature grilled cheese sandwiches. Cathay Pacific also announced another partnership that started in March of this year. First and Business Class passengers are being served premium coffee from the Italian company illy. The Arabica bean brewer purchases its beans directly from growers and works closely with the team from Cathay Pacific Catering to pick a blend appropriate for inflight service. “This is the first time we have worked with chefs from different properties of a top-notch hotel group at the same time to design menus for specific destinations,” said Dominic Perret, Cathay Pacific General Manager Inflight Services.

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ASIAN AIRLINES The beef of the black waygu beef cheeks with red wine, creamy polenta and seasonal vegetables is sourced from Australian cattle

Hugo’s from the Hyatt In late April, Dragonair announced the continuation of its partnership with Hugo’s, the fine-dining restaurant at the Hyatt Regency Hong Kong, Tsim Sha Tsui. First Class and Business Class passengers can choose an inflight menu featuring classic European dishes on selected Dragonair flights from Hong Kong to Beijing and Shanghai from now until mid-April 2016. The new menu features 20 dishes including soups, appetizers and main courses. “Our catering team takes pride in delivering the best inflight dining experience possible to our passengers,” said Dragonair General Manager Inflight Services Brian Yuen. “We are delighted to work with Hugo’s for the second consecutive year to offer a range of classic European dishes on board with an innovative twist. Creativity and meticulous preparation are the guiding principles of this inflight menu — from dish design to ingredient selection — and we hope our passengers will enjoy the fabulous dishes

Chefs from Hugo’s developed are serving pan fried salmon with lemon herb crab risotto on flights from Hong Kong to Beijing and Shanghai


we have on offer.” Braised waygu beef cheeks in red wine sauce with creamy polenta and seasonal vegetables and pan-fried U.S. prime beef tenderloin and prawn with chicken jus and seasonal vegetables are among the featured entrées. The black wagyu beef is sourced from Australian cattle that have been grain-fed for up to 500 days to increase marbling, and USDA prime steaks. Of all the beef produced in the United States, less than 2% is certified as USDA Prime. Other highlights on the Hugo’s menu include baked confit duck leg with Lyonnais potatoes, spinach and carrots and veal consommé with oxtail ravioli. The former dish highlights the benefit of slow cooking, with the duck marinated and refrigerated for 36 hours, then slowly poached for four hours at a low temperature until tender, and finally pan-fried to get the skin crisp. For the soup, veal bones are simmered for four hours to extract the maximum flavor and provide a rich and satisfying taste for the clear broth.

Cathay Pacific makes IT and lean manufacturing improvements

Elegant meals by chefs at marquee hotels may grab the headlines, but money saving accomplishments and programs carried out behind the scenes at Cathay Pacific Group are an important part of making such partnerships possible. Cathay Pacific’s Inflight Service Department in May was in the process of rolling out its next generation integrated catering solution called Catering Planner done in partnership with IBM and eGate Solutions. The new IT program will be used by both Cathay Pacific and Hong Kong Dragon Airlines. There are four main parts in the catering lifecycle covered by the technology: planning and pricing, galley planning, meal ordering and invoice payment. “The successful implementation of the Catering Planner application will transform the airlines; catering operations and allow both carriers to become more flexible and dynamic,” said a description of the new system. “Which in turn will allow cabin crew to offer the best inflight catering experience to all passengers.” Trainers from Cathay Pacific will be conducting sessions with airport staff and contracting caterers. Catering Planner will be initially rolled out in the second quarter of this year with the airline’s caterers in Osaka and Sydney. Cathay Pacific plans to have the program completed throughout its system by early next year. As construction continues on the addition to its catering complex in Hong Kong, Cathay Pacific Catering has been coping with increased demand through a process of “lean manufacturing” that the caterer says has been successful in simplifying workflows, enhancing efficiencies and reducing waste since 2013. Last year, the caterer said it had successfully shortened packing time for newspapers in the commissary section of the unit. The efficiencies were achieved through relocating storage and packing work areas in closer proximity and applied shifted staff to new roles that allowed the caterer to see a 21% reduction in processing time. Cathay Pacific Catering has set a goal to complete 20 lean manufacturing projects by the end of this year.


Supplying the skies By focusing on enhancing its current product offering, Gem Airsupply Ltd. is well positioned to maintain its competitive edge in the inflight product market by MELISSA SILVA


ocated in Tianjin China, Gem Airsupply Ltd. manufactures and supplies a variety of inflight products, including plastics, trolleys, metallic items, textiles and earphones among others. With more than 10 years of industry and design experience, Gem Airsupply seeks to enhance the quality of inflight products, and is currently focused on enhancing its galley equipment. “The advancements in the shape, quality and safety of our kitchen equipment can be very impactful on the passenger experience,” says a representative from Gem Airsupply. “Our mission is to supply goods that offer passengers convenience in the air.” The company is currently making plans to develop more aesthetically pleasing plastic kitchen items for use in the galley. According to Gem Airsupply, out of its product categories, plastic kitchen items perform particularly well, so the company is seeking to build on the existing success with new designs. In addition, Gem Airsupply is also looking at enhancing its lightweight plastic products — specifically its glassware racks, trays and security seals — which it aims to exhibit at next year’s World Travel Catering and Onboard Services Expo in Hamburg. Among some of the current trends Gem Airsupply has noticed when it comes to inflight products, incorporating popular culture into

Gem Airsupply’s plastic glassware rack (12 glass capacity shown here) is available in multiple colors

the product design is one that the company has come to recognize in the industry, Gem Airsupply’s lock type security seal and one they with logo and serial number printing are hoping to capability is available in multiple colors incor p orate into its future designs. “We realize the products need to be designed by incorporating cultural elements, but we need to measure what combination of international culture we need to incorporate in order to have our products identifiable by our own unique style,” explains the spokesperson. “This way, our customers will better understand and recognize our design abilities.” With new design elements and an enhanced product offering on the horizon, Gem Airsupply aims to add more airlines to its existing list which includes several Asian — namely Chinese — and European airlines.

One of Gem Airsupply’s round plastic trays  |  PAX INTERNATIONAL  |  23


MHA notes anniversary in Naples

The Marine Hotel Association welcomed a new president and celebrated a notable milestone during its most recent convention


n many ways the Marine Hotel Association has grown up with the cruise industry. During the Association’s first year in 1985, cruise lines were at the start of their 30-year run of growth that has yet to abate. This year alone, seven new ships with more than 18,800 berths are scheduled to go into service. Eleven ships are scheduled to go into service in 2016. When the group first met in at the Doral Country Club in Miami in the 1980s, television shows like Love Boat were capturing the imagination of potential cruise passengers and Miami Vice was giving television viewers a look at the city that gave birth to modern cruising. A decidedly larger group was at the gathering that met on April 12-14 on the gulf side city of Naples. This year final attendance figures for the three-day event totaled 1,303 attendees, all of whom networked and browsed more than 200 stands. Though there was no doubt plenty of nostalgia throughout the event, outgoing MHA President Ozer Balli of Disney Cruise Lines clearly knew that he was now the Chairman of an Association that was looking to the future. “There’s no doubt that the ever-changing


landscape of our industry challenges our resources and ingenuity, and it is a constant reminder to seek those simple and smart solutions that will guide our businesses forward,” he wrote in a special guide printed to note the anniversary. “It’s our job to turn these changes into progress through innovation and collaboration — and to set the bar even higher.” The group first met at the start of an industry has grown from a few players to a giant in the world of travel. This has meant new demands and approaches, said the group’s Executive Director, Caroline Pritchard. “From the beginnings of a young, private and insular industry, where cordial relations and the sharing of information and good practices were the exception rather than the rule, we now find ourselves embracing a new and wholesome sense of self where professionalism, open dialogue, creativity and innovation can survive and thrive,” she wrote. “Since its inception, the basic principles of the MHA have fostered.” Balli has spent the last two years as President of the Association and will take over the duties of Chairman. In his place as President will be John Peijs, who was named Director Marine Hotel Operations at Holland America

Line in 2013. Taking Piejs’ place as Vice President of the group will be Mike Jones of Royal Caribbean Cruise Lines. The MHA was firming up plans for one more event this year — an invitation-only conference is planned for sometime in October, which will have educational seminars and workshops with an emphasis on culinary aspects of the cruise product.


PAX readers pick tops in catering, IFE, cabin experience Editor’s Note: Presenting the Awards in all pictures was PAX International Publisher Aijaz Khan


irlines and caterers from around the world gathered on April 15 at the Radisson Blu Hotel in Hamburg for the PAX International Readership Awards. Eight airlines and four airline caterers received the handsome crystal trophies. The Readership Awards winners were selected through the online balloting conducted from the PAX International website. Categories were: Outstanding Food Service by a Carrier, Airline Caterer of the Year, Best Inflight Duty Free Program, Best New IFE/Connectivity Launch by an Airline and Best Cabin Interior Passenger Experience Enhancement. Winners were picked from four regions of the world. “The readership awards celebrates the achievements within our industry based on the opinions of our readers,” said PAX International Publisher Aijaz Khan. “The winners have been picked through an online balloting over the last six months, where votes are gathered and counted after the closing date.” Throughout the evening, hosts of the awards cited other accomplishments by the winning airlines and caterers.

Calum Laming Vice President, Guest Experience – IFE at Etihad Airways was on hand to accept two awards for the airline. Etihad was picked as having the Best Inflight Duty Free Program and for Best New IFE and Connectivity Launch

Representatives from Turkish Airlines accepted the award for Outstanding Food Service by a Carrier at the PAX International stand at WTCE. Shown here, left to right are PAX Publisher Aijaz Khan, Ali Yüzel, Assitant Manager, Short and Medium International Routes Catering products, Zeynep Kocamis, Specialist and Hatice Kubra Bayazit, Food Engineer

Antonio Fernandez, Vice President of Customer Services at Aeromexico with the airline’s award for Outstanding Food Service by a Carrier for the Americas

Flying Food Group was the recipient of Airline Caterer of the Year Americas. Show here (left) is Executive Vice President of Airline Sales and Marketing Nicolas Rondeau and President and Chief Operating Officer Milt Liu

Korean Air was also picked by readers for Best Inflight Duty Free Program. Accepting the Award on behalf of the airline is Seon Y Choi  |  PAX INTERNATIONAL  |  25


The following are the winners from each category and region:

For the Middle East and Africa, Emirates Flight Catering of Dubai was picked at Airline Caterer of the Year. Accepting the Award for EKFC was Faysal Moufarrej, Vice President – Airport Catering Services, and Sylvia Samuel, Customer Service Manager

Garuda Indonesia was winner of Outstanding Food Service by a Carrier. Accepting the award for the airline was (left) Tri Poetra Indra Sakti and a colleague

KLM Royal Dutch Airlines received the award for Best Inflight Duty Free Program Europe. Accepting the Award for KLM was Willem Spelt, Director Product Management

S.K. So General Manager, inflight Service Team at Korean Air accepts the award for Outstanding Airline Caterer of the Year for Asia Korean Air was also picked by readers for Best Inflight Duty Free Program.


AMERICAS Outstanding Food Service by a Carrier: Aeromexico Airline Caterer of the Year: Flying Food Group ASIA Outstanding Food Service by a Carrier: Garuda Indonesia Airline Caterer of the Year: Korean Air Catering Best Inflight Duty Free Program: Korean Air EUROPE Outstanding Food Service by a Carrier: Lufthansa German Airlines Airline Caterer of the Year: LSG Sky Chefs Best Inflight Duty Free Program: KLM Royal Dutch Airlines MIDDLE EAST AND AFRICA Outstanding Food Service by a Carrier: Turkish Airlines Airline Caterer of the Year: Emirates Flight Catering Best Inflight Duty Free Program: Etihad Airways SPECIAL AWARDS FOR IFE AND PASSENGER EXPERIENCE Best New IFE and Connectivity Launch: Etihad Airways Best Cabin Interior Passenger Experience Enhancement: Virgin America

Alfred Rigler, Regional Chief Operating Officer for Emerging Markets at LSG Sky Chefs accepted the award for Airline Caterer of the Year in Europe

San Francisco based Virgin America was the winner of the Best Cabin Interior Passenger Experience Enhancement. Accepting the award for Virgin America was Ken Bieler Director of Cabin Systems, Product Design and Innovation

Lufthansa German Airlines was the winner of the award for Outstanding Food Service by a Carrier for Europe. Accepting the Award was Volker Scheible, Director of Passenger Experience Design



HOT! MINIBITE® Salted nachos

Company Name: MINIBITE® by Hoppe Company Location: Tilburg, the Netherlands Description: The Hoppe Group is pleased to introduce MINIBITE® Salted nachos, flavorful triangular corn chips, which were officially and successfully launched at the World Travel Catering Expo in Hamburg this past April. Since its launch, MINIBITE® Salted nachos has been selected by KLM Royal Dutch Airlines for its short-haul service.

Siberian Sturgeon – Blue Edition

Company Name: Vivace Caviar Company Location: Bremerhaven, Germany Description: Vivace Caviar is proud to present its Siberian Sturgeon – Blue Edition. Because sturgeons are typically killed for a kilogram of caviar when their first eggs mature at the age of six or more years, resulting in more and more species of sturgeon becoming endangered, Vivace produces its caviar using a natural process, that does not involve killing sturgeons. This process was developed by a marine biologist in Bremerhaven, Germany, who established that endangered sturgeon no longer have to be killed in order to harvest their roe. As a result, Vivace caviar is the world’s first ethical and sustainable caviar that is not pasteurized and contains no preservatives.

Duetto Combo Sweet & Savory snacks

Halo Bone China range

Company Name: Watermark Products Company Location: London, Hong Kong, Sydney Description: Watermark Products introduced Halo, the new range of contemporary chinaware, at the World Travel Catering Expo in Hamburg earlier this year. The modern design, made with fine bone china, is competitively priced for both medium and large airlines. Watermark Products also designs and manufactures bespoke chinaware for airline customers globally. Contact their regional sales offices to arrange a meeting.

Company Name: Group SOI Company Location: Rome, Italy Description: Group SOI is pleased to introduce its Duetto Combo Sweet & Savory snacks, packed all in one box. Easy to enjoy — simply reheat in the oven for 15 minutes — the Sweet & Savory Duetto Combo snacks are made by following traditional Italian methods and recipes, including locally harvested, fresh vegetables to ensure authenticity in taste and flavor. A perfect snacking solution, Group SOI’s sweet Duetto Combo snack includes a variety of Napolitano sweets such as Capresina Chocolate, Tortine Apple & Cinnamon, Capresina Carrot and Tortina wild fruits & almonds. Savory Duetto Combo snack items include stone oven pizza, panzerotti, panfutello and gondola & treccia.

Porcelain-looking rotables

Company Name: Global Inflight Products Company Location: Redmond, Washington Description: With many airlines looking for place settings and tableware with plain, simple, white lines made from melamine, Global Inflight Product’s porcelain-looking rotables answers this need. Offering the simplicity, beauty and style of porcelain, with the durability, lightweight nature and affordability of melamine, the porcelain-looking rotables emulate the look and advantage of porcelain for an easy and affordable upgrade for the cabin and passengers.  |  PAX INTERNATIONAL  |  27



Company Name: Fiore di Puglia Company Location: Bari, Italy Description: Since 1983 Fiore di Puglia has combined tradition and innovation to create high-quality snacks made only with the best ingredients, baked by following traditional recipes, no preservatives and using only extra virgin olive oil. Such snacks include Fiore di Puglia’s Taralli, available in Classic, Onion & Olives and Chili Pepper flavors. The quality of Fiore di Puglia snacks has been internationally certified according to outstanding quality standards, such as BRC and IFS. In order to meet its customers’ needs, Fiore di Puglia has expanded its offerings to include a wider range of flavors and dietary restrictions, including: Halal and Kosher-certified products, premium bakery organic snacks, vegan-certified products and gluten-free products.

Robusta Coffee Maker

b4® hand sanitizer packets

Company Name: b4® Company Location: Houston, Texas Description: Brightly colored and cleverly convenient, b4® hand sanitizer is packaged in mini, single-use disposable gel packs, making it a desired product for use in air and on rail and cruise lines. Custom designs are available for amenity kits, catered meal packs, travel retail offerings and in hospitality lounge areas. Specially formulated to kill 99.9% of germs with a premium gel that enriches hands, b4® packets won’t leak in your luggage, or dry out like wipes. b4® provides employment opportunities for individuals at Goodwill Industries and promotes corporate giving by the donating to organizations that support thousands of children each year.

Company Name: Iacobucci HF Aerospace Company Location: Ferentino, Italy Description: Iacobucci HF Aerospace is pleased to introduce Robusta, it’s new coffee maker unit, which was officially launched earlier this year at the World Travel Catering Expo in Hamburg. Featuring the lowest weight (7.5 kg), best performance through innovative brewing technology and best extraction process for top quality coffee, Robusta is available in ATLAS and ARINC applications. Thanks to an intuitive control panel without handle, Robusta can brew 1.6 liters of coffee or tea in less than 150 seconds with no recovery time between cycles. Mounted on rail with easy interface for installation and removal and using state-of-the-art technology, Robusta performs cycle after cycle with lowest noise level, reduced power consumption and highest reliability.

Slider packs

Company Name: Monty’s Bakehouse Company Location: Godstone, United Kingdom Description: In response to the prevailing trend for American classics onboard, Monty’s Bakehouse has introduced its duo slider pack and slider and fries combination pack. Available in beef or chicken, accompanied by a choice of cheese and relish, the duo slider pack and slider and fries combination pack are ideal for an inflight snack. Designed with the quality, taste and attention to detail expected from Monty’s Bakehouse, both slider packs are equally simple as they are delicious.



APEX polling passengers for fall awards The Airline Passenger Experience Association (APEX) will be asking passengers to complete surveys between May 1 and June 30 for the group’s annual Passenger Choice Awards. Created to let passengers share their thoughts on the inflight experience with the airline industry, the awards provide valuable and candid passenger insight. Participants will rate airlines based on ground experience, cabin comfort, entertainment options, connectivity and more. Passengers may complete the customizable survey at www.passengerchoiceawards. com as often as they would like through the survey period. “Each survey is scientifically tabulated by global consumer data leader The Nielsen Company in order to rate global airlines based on how well they perform,” said Russ Lemieux, APEX Executive Director. “Participating airlines not only have access to your direct feedback, but the survey you submit and the resulting awards provide an incentive to do everything they can to improve the passenger experience.” Winners are announced each fall at the APEX Awards Ceremony, this year taking place on September 28 in Portland, Oregon. Finalists will be determined by passenger feedback, with APEX members naming the winners. OnBoard International is the translation sponsor for the 2015 Passenger Choice Awards.

AAPA members show strong traffic growth in March

2015 APOT.Asia Forum 2015, May 31-June 2, Colombo, Sri Lanka. For more information contact APOT at International Flight Services Association/ Airline Passenger Experience Association Expo, September 28-October 1, Portland, Oregon. For more information Contact IFSA at ifsa@kellencompany. com or call 404 252-3663, or contact APEX at or call 212 297–2177 Aircraft Interiors Expo and World Travel Catering and Onboard Services Expo Americas, November 4-5, Seattle, Washington. For more information contact Customer Service or call 203-840-5680 SIAL Middle East Trade Show and Networking Forum and Airline Catering Event, December 7-9, Abu Dhabi, UAE. For more information, contact SIAL Middle East FZ LL at or call +971 (0) 2 401 2949


Airline members of the Association of Asia Pacific Airlines achieved an 11.3% increase in international passengers in March, while revenue passengers kilometers and cargo demand also grew for the month. Boosted by an increase in leisure travel at the end of the Lunar New Year, member airlines carried a total of 23.3 million passengers in March. Revenue passenger kilometers grew 11.1% (exceeding expansion in available seat capacity) and load factors increased 2.7 percentage points to 78.4% for the month. Long in the doldrums, cargo shipment increased for the third straight month, with recorded growth of 1.7% in March. “Overall, for the first quarter of 2015, we saw an encouraging 9.4% increase in the number of international passengers carried by Asia Pacific airlines to an aggregate total of 67.7 million, substantially higher than the 4.9% growth achieved the previous year,” said Andrew Herdman, Director General of the AAPA. Lower oil prices and supporting global economic growth have made airfares affordable for both business and leisure travel markets, said Herdman. The region’s airlines were, as a whole, operating at breakeven totals in 2014, Herdman said. While challenges remain, he said members are focusing carefully on managing costs and optimizing route networks. “For many airlines, restoring profitability is the key to sustaining continued investment in the future,” he said. International


Aircraft Interiors Middle East and Maintenance, Repair and Overhaul, February 3-4, Dubai World Trade Centre, Dubai, UAE. For more information contact F&E Aerospace Dubai Tel: +971 (0) 4 603 3300 or fill out enquiry form at http://www.aime. aero/forms/enquiry-form Marine Hotel Association 31st Anniversary Conference and Trade Show, April 10-12, Hyatt Place/Orlando Convention Center, Orlando, Florida. For more information, contact MHA at mha@ or call 415 332-1903 Aircraft Interiors Expo/World Travel Catering and Onboard Services Expo, April 5-7, Hamburg, Germany. For general inquiries contact AIX at or call +44 208 271 2174

March ‘15

March ‘14

% Change

Jan-Mar ‘15

Jan – Mar ‘14

% Change

PAX (000)





















PAX Load Factor



+1.7 Pts



+1 Pts















Freight Load Factor








spiriant says Hola Innovative inflight equipment concepts coming soon to Latin America! After a successful launch in the Middle-East, SPIRIANT continues its journey to Latin America. With a dedicated team, we work with you to design and create the inflight equipment you need. State-of-the-art logistics result in a more efficient supply chain process that can make your life easier and reduce complexity. All this and more coming soon in 2015!

Explore the SPIRIANT world on or visit us at booth 4D30 (Hall A4) to learn more about SPIRIANT and our award-winning solutions.

Discover the art of satisfying travelers’ wishes. Besides offering tasty meals, exciting equipment, smart logistics and innovative retail concepts, LSG Sky Chefs also provides valuable consumer insight based on thorough studies about global food trends and lifestyles. Our advanced approach to creating in-flight concepts truly meets your passengers’ individual needs. Visit our new website and get in touch to discover more.

Have you se en the new LSG Sky Che fs website? www.lsgskyc

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