PAX International IFSA Boston 2018

IFSA Boston

SEPTEMBER 2018 • WWW.PAX-INTL.COM

New s and analy sis for the passenger ser vices executive

Our annual rail report

What to sip

IN THE SKY

Cheers to

Boston!

MAKE EVERY JOURNEY THE BEST IT CAN BE We have a passion for innovation and an obsession with operational excellence.

This combination has enabled us to become the global leader in food and hospitality.

SAVE THE DATE: 24-26 SEPTEMBER BOOTH 1009-1013, 1108-1112 HYNES CONVENTION CENTER, 900 BOYLSTON STREET, BOSTON, MA, 02115, USA

EDITOR’S LETTER

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

PUBLISHER Aijaz Khan E-mail: aijaz@globalmarketingcom.ca

EDITORIAL OFFICES 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: rick@pax-intl.com Rachel Debling, Editor Tel: (1 905) 821-3344 x21 E-mail: rachel@pax-intl.com Ash Khan, Editorial and Marketing Assistant Tel: (1 905) 821-3344 x30 E-mail: ash@pax-intl.com CONTRIBUTORS Anne de Hauw Hamish Cook Jeremy Clark Mary Jane Pittilla Stathis Kefallonitis Sylvain Bugeya

A R T D E PA R T M E N T Jessica Hearn, Art Director E-mail: jessica@globalmarketingcom.ca Sarit Scheer, Layout

Learning a thing or two

B

oston: a town known for its passion for baseball, intriguing accents, friendly bars and the freshest seafood money can buy.

This September, it will be known for one more thing: hosting the annual International Flight Services Association Expo (IFSA).

Co-located with the Airline Passenger Experience Association Expo (APEX) and the Aircraft Interiors Expo (AIX), it’s North America’s largest aviation industry event. Admittedly, this will be my first time visiting both the event and the city itself, and I personally can’t wait to see what is in store for us attendees.

In the weeks leading up to the Expo as we prepped this issue, one of our biggest of the year, I reflected on what an education I was lucky enough to be receiving. We were able to tap several familiar industry names – all friends of PAX – to beguile us with their market forecasts and insider insights by way of our exclusive guest columns. A personal favorite topic of mine – libations – takes a large role in this issue as well, and we also had the chance to dive deep into the latest in the rail passenger experience, complete with a close look at what VIA Rail, an institution in my home country of Canada, has in store for travelers looking to explore all the Great White North has to offer.

While in Boston, be sure to grab a copy of PAX Tech from our booth at AIX, stand 1147. It’s our IFE, interiors and MRO arm that we have re-launched with a new name and look. The team is looking forward to receiving feedback – don’t be shy!

See you around the expo floor!

ADVERTISING OFFICES Kevin Greene, Advertising and Marketing Manager Tel: (1 905) 821-3344 x31 E-mail: kevin@pax-intl.com PAX International is published seven times a year (January/February, March/April, May, June, July, September, 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

Rachel Debling Editor PAX International and PAX Tech

return postage. The views expressed in this magazine do not necessarily reflect the views and opinions of the publisher or editor. September 2018, Volume 25, No. 8. Printed in Canada. All

Photo by Paul Buceta

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

PAX-INTL.COM

3

CONTENTS

24 Features RAIL REPORT

20 24

52

28

A GASTRONOMIC JOURNEY SBB Swiss Federal Railways has overhauled its service and menus to embrace local fare and international delicacies VIVA LA VIA Canadian rail operator VIA Rail is promoting local products in its newly refreshed culinary offering COMFORT ON THE CORRIDOR Amtrak’s Acela Express trains linking Boston and Washington, D.C., are getting updates this year as the rail line plans to launch a new interior look within three years

GUEST COLUMN

32

34 50

62 6 SEPTEMBER 2018

60

THE AMERICAN DREAM Hamish Cook, Executive Director at En Route International, examines how the right partnerships can aid airlines and caterers in the United States market PASSENGER JOURNEY OPPORTUNITIES Stathis Kefallonitis, Ph.D., Founder and President of branding.aero, explains how to engage airline customers at every stage of the air travel process FUTUREPROOF CUSTOMER EXPERIENCE The founder of start-up IN Air Travel Experience, Anne de Hauw, shares what she has seen and learned during her first few months in the field WORRIED SICK Is the airline industry prepared for a Listeria outbreak? QSAI and Medina Quality’s Sylvain Bugeya takes a closer look at what it could mean for passengers, airlines and the industry itself

WWW.FORMIA.COM

Visit us at IFSA 2018 Booth #421 APEX 2018 Booth #1009

CONTENTS

28 CATERING

36 52

70

56 58

THE NEW WAY TO GOURMET Bangkok Air Catering is diving into semi-prepared food offerings for a wider hospitality market with the introduction of Gourmet Primo TAPPING INTO THE MILLENNIAL MINDSET Trends in the buoyant inflight snacking sector include clean ingredients, more snacking on the go, and more creativity in packaging and flavors LUFTHANSA EXPANDS ITS CULINARY HORIZONS This year, Lufthansa German Airlines and LSG Group have expanded meal offerings for Economy Class and loaded a cargo of meals to the International Space Station STAYING AHEAD OF THE CURVE LATAM has been going full-steam ahead with a plethora of new inflight meal options to pique passenger interest on an international scale

Q&A

40

QUALITY TIME An exciting new development is in the works at Galileo Watermark.

Johannes Kloess, Operations Director, gives PAX an inside look behind the curtain

BEVERAGE SERVICE

Departments EDITOR’S NOTE

3

NEWS

10

WHAT’S HOT

70

FACTS & FIGURES

74

8 SEPTEMBER 2018

42

62

WINE AND DINE PAX examines the latest in onboard wine offerings – from champagnes to sakes – with the help of international airlines and the companies that supply them BEER ON THE FLY The business juggernaut that is the craft brewing industry continues to gain converts, and airlines are recognizing they need to have one or more products from these feisty independent operators in their trolleys

EVENTS

66

APOT RETURNS Perth was host to three days of socializing and networking this past June when APOT took its 2018 forum Down Under

Cover image licensed by Ingram Image

ON THE COVER

PAX raises a glass to the trio of Boston shows. For more on inflight wine service, turn to page 42.

NEWS

CATERING

En Route reinforces North American management En Route International is strengthening its North American management through a series of senior appointments, the company announced this spring.

Executive Director Hamish Cook will be in charge of North American operations, sales and new product development, in addition to his current responsibilities of overseeing En Route’s strategy, business and food development. Lorna Barlow will report to Cook in her role as VP Operations.

Maddison Wenzel was also recently hired as Innovation, Supplier and Product Development Manager, a role in which she is responsible for product development for the U.S. and Canadian markets. She will work closely with Business Development Manager Pendar Khosravi, who joined the business in 2017.

Robert Dalboth, Managing Director of En Route International, said in a statement: “We are all focused on continuing to strengthen our business sustainably and see lots of opportunity in the North American region given our current market position. I’m delighted Hamish has taken on this role and am looking forward to developing our operations here over the next few years.”

SUPPLIER

RMT hires new marketing executive RMT Global Partners has announced that Jane Bernier-Tran has joined the company as its new Vice President, Global Sales and Marketing.

Bernier-Tran’s extensive background in the airline and catering industry began with her career at People Express Airlines as a Customer Service Manager where she held leadership roles in Inflight and Catering. Over the next 35 years she moved on to additional management roles in the inflight industry, namely Senior Director, Systemwide Catering Operations for Continental Airlines and Managing Director, Global Operations and Marketing for United Airlines. Her most recent senior role was with Menzies Aviation where she oversaw all Training and Regulatory, including Passenger Service, Ramp Operations, and Fueling Operations, for approximately 135 locations in the Americas. Bernier-Tran has also served as International Flight Services Association (IFSA) President from 2015 to 2016, currently serves as IFSA’s Board Chairman and is on its Foundation Board for educational scholarships.

Jane Bernier-Tran

EXHIBITOR

DFMi celebrates 30 years DFMi was born in 1988 of a friendship between founders Wolfgang Diehl and Graham Felton (the “DF” in “DFMi”) when the two recognized the value in their collective inflight management experience – Diehl as the Managing Director for Onboard Services at Eastern Airlines and Felton with his work on the airline business side of General Foods and Oscar Mayer – and they opened D&F Marketing, a business that serviced the airline food and passenger experience. The duo soon found success, leaning on Felton’s sales experience and Diehl’s breadth of knowledge gained as a European Executive Chef. Over the years, the team expanded under the leadership of Felton – worldwide, DFMi employs operational staff in their Tucker, GA, headquarters office, and their sales and marketing team in Atlanta, Chicago, Dallas and Hamburg.

The company has spent the year commemorating its anniversary by paying homage to its roots with advertising designed in the bright, futuristic style of the late 1980s. DFMi plans to continue the celebration at this year’s IFSA Expo with an interactive space that will showcase its key supplier partners for its VIP customers who

10 SEPTEMBER 2018

have both played significant roles in DFMi’s success.

“What I love most about this industry is the opportunity to meet new people and work with companies from all over the world,” Felton said. “The heart of the company will always be to serve our customers, supplier partners and each other with integrity and honesty. At the end of the day, that’s what matters most.”

For more information, visit the DFMi Pavilion at IFSA, booth 506.

The DFMi team with Graham Felton, center

NEWS

CATERING

SUPPLIER

Fleury Michon names new VP of Sales and Marketing

Galileo Watermark welcomes new design lead

Fleury Michon Airline Catering has welcomed Stephane Koeman as VP of Sales and Marketing. Stephane has over 30 years of marketing and sales experience with a proven record in building strong customer partnerships and growing businesses. He is known for his numerous leadership and management skills as well as for his devotion throughout his career.

Raised by his European Chef father, he was exposed to different cuisines which eventually led him to his personal food interest. His deep understanding of the food culture will make him a key player at Fleury Michon Airline Catering, according to a statement Stephane Koeman from the company.

Jag Sihra has been named a new Creative Director at Galileo Watermark. Sihra brings with her more than 15 years of experience from British Airways and Virgin Atlantic where she led strategic design and onboard guest experiences. In her new role, Sihra will be further enhancing the Galileo Watermark design function.

Sihra was responsible Jag Sihra for the strategy and execution of British Airways’ First Class and Club World cabin designs. Most recently, she led the interior design for Virgin Atlantic’s new A350 fleet and has been a visiting lecturer at the University of Creative Art, developing and teaching an MA course on Textiles Design.

The art of great cooking THE GERMAN SPECIALIST IN PROFESSIONAL COOKING TECHNOLOGY

MKN Maschinenfabrik Kurt Neubauer GmbH & Co. KG

www.mkn.com

12 SEPTEMBER 2018

Regional Vice President International Sales Stephan Kammel Mobile: (+49) 160 98 91 03 93 E-Mail: km@mkn.de

The highest standards, down to the last grain of salt Discover our appetite for perfection at emiratesflightcatering.com

NEWS

AIRLINE

Canyon Ranch and Singapore Airlines forge wellness partnership Passengers on Singapore Airlines’ (SIA) ultra-long-haul routes will be treated to food and wellness programming, care through a new partnership between the airline and Canyon Ranch.

Integrative medicine, exercise, nutrition, and health experts in other specialized fields, known together as the Canyon Ranch Wellness Architects™, developed strategies to ensure the utmost well-being of passengers on SIA’s non-stop service between New York’s Newark Airport and Singapore, which launches on October 12. At 18 hours and 45 minutes, it is the world’s longest commercial flight.

SIA’s non-stop service between Los Angeles and San Francisco will also receive the Canyon Ranch treatment.

Singapore Airlines Acting Senior Vice President Customer Experience, Yeoh Phee Teik, said in a statement from the airline: “SIA is firmly committed to continually elevating our customers’ experience to be the number one in the industry.

Our new partnership with Canyon Ranch builds on that

14 SEPTEMBER 2018

An example of the dishes that will be served as part of SIA and Canyon Ranch’s partnership

commitment, as well as our strong legacy of service, tapping into their deep expertise and science-based recommendations and strategies to deliver an even more comfortable journey for our customers.”

NEWS

CATERING

SATS works with Chef’s Association on heritage recipes The Singapore Chefs’ Association (SCA) National Culinary Team has been working with chefs from SATS to create new menus using secret ingredients handed down over generations. The creations are planned for use in airline food service.

The team has created more than 70 recipes that reflect Singapore’s heritage. The team created culinary gems from Cantonese, Hainanese, Hakka and Teochew dialect groups and Peranakan culture. Dishes such as Cantonese Braised Beef Short Rib and Tendon with Radish; Hainanese Duck with Pineapple and Bamboo Shoots; Hakka Red Mushroom with Pork Rib Soup; Peranakan Spicy Prawn with Sataw Beans; and Teochewstyle Twice-Cooked Garoupa are parts of the offering.

Rick Stephen, Director of Kitchens at SATS, commented: “Travelers are familiar with typical Singaporean dishes like Laksa and Chicken Rice, but there are more home-grown Singaporean dishes that are less well known. We want to create greater awareness for such traditional family food

to add more variety to the local culinary experience. Our collaboration with the SCA National Culinary Team will allow more travelers to taste these culinary treasures.”

SATS CEO Alex Hungate (center) with SATS chefs and members of the SCA National Culinary Team

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16 SEPTEMBER 2018

Linens Napkins Duvets Hot Towels As well as other in-flight & textile products

MILLS TEXTILES

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Mills Textiles

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Serving the US and Canada more of the meals they adore We’re committed to delivering the best possible experience for your passengers.

That’s why we’re investing in bringing our impeccable inflight catering and retail expertise to more locations across North America. We deliver for our customers, where they need us.

Inflight catering • Inflight retail • Food & beverage

In the air, on the ground, by your side Visit dnata.com for further information.

NEWS

CATERING

Gate Gourmet acquires SCK Services Gate Gourmet announced today that it has agreed to acquire the operating assets and customer contracts of SCK Sky Catering Kitchen Group for an undisclosed purchase price.

Under the agreement, which is subject to antitrust clearance, SCK Services will be integrated into Gate Gourmet Germany as a separate legal entity.

Employees of SCK Services will remain with the company and the company will continue to serve its customers at the aforementioned German locations. gategroup’s President Americas, Europe and Middle East, Herman Anbeek, noted in a statement: “This is a strategically important acquisition that will strengthen gategroup’s operations in Germany. SCK’s network largely complements gategroup’s existing locations and will enable us to continue to operate an efficient, extended network for our key customers, especially Germany-based charters and network airlines. We welcome the SCK staff joining our group.”

According to a press release from gategroup, SCK Sky Catering Kitchen was founded almost three decades ago in Stuttgart, Germany, by the Klenk family and was built up to provide domestic and international catering services to airlines from four locations in Berlin Tegel, Berlin Schönefeld, Stuttgart and Nuremberg.

A Breath of Fresh Air

2018 IFSA BOSTON Booth 221 & 223

September 25 & 26

Find out about scent branding.

Make your appointment today.

Contact: emily@freshorize.com www.FRESHORIZE.com

18 SEPTEMBER 2018

AIRLINE

BA adds new wines to First Class and lounges British Airways added a Champagne Jeeper range of champagnes and Brut Grand Rose will English sparkling wines be served in BA’s First Class lounges for passengers traveling in its First Class cabin and lounges and in its Club World (long-haul Business Class) cabin this August as part of a £4.5 billion investment across the airline over the next five years.

The airline will now offer Canard-Duchene Charles VII NV Champagne and Champagne Jeeper Brut Grand Rose in its First Class lounges.

In the First Class cabin, British Airways has added Gusborne English Sparkling Wine and Champagne Lanson Rose.

Passengers in the Club World Cabin will be served Canard-Duchene Cuvee Leonie Brut Champagne and Champagne Besserat de Bellefon.

Castelnau Champagne will continue to be served in the airline’s Business Class Galleries Lounges, while Laurent Perrier’s Grand Siècle will also still be served in First.

SUPPLIER

AMI taps SkylogistiX for United wine service AMI Wines has selected LSG Group’s SkylogistiX as its partner in servicing United Airlines’ wine program and corresponding services.

A Chicago-based joint team comprised of AMI and SkylogistiX personnel has been working together since July 9 to create a more efficient wine program.

As part of this team effort, SkylogistiX is using inventory and planning tool SkyLog to manage wine on United’s flights. The goal is that SkylogistiX’s intuitive IT interface will enable the airline’s warehouse suppliers to plan and forecast with improved accuracy.

“We’ve looked for the best of the best in the industry and have chosen SkylogistiX for its logistics expertise and latest technology,” said Denise Poole of AMI Wines LLC in an August 29 press release. “Together, we can provide United Airlines with a full-service package that simplifies their wine program from beginning to end.”

RAIL REPORT

Swiss specialty Birchermüesli is served for breakfast

A gastronomic

JOURNEY

BY MARY JANE PITTILLA

SBB Swiss Federal Railways has overhauled its service and menus to embrace local fare and international delicacies

20 SEPTEMBER 2018

The uniform of the 600 or so SBB railway catering employees has been refreshed to match that of the train staff

Pictures courtesy SBB CFF FFS

I

n April 2018, Elvetino, a subsidiary company of SBB Swiss Federal Railways, introduced its renewed gastronomic offer in SBB Restaurants and SBB Bistros on all InterCity and EuroCity trains carrying special symbols.

SBB Restaurants and SBB Bistros offer a new, carefully chosen selection of foods. The range includes classic dishes like Zurich-style veal as well as international delicacies such as penne all’arrabbiata. All dishes are made from high-quality, mainly Swiss products. Selected wines, beers and soft drinks are also on the menu.

The gastronomic concept introduces new features, including continuous service in the dining cars. The opening hours of the dining cars have been extended and are now operating from 6:30 a.m. to 9:00 p.m., without interruption.

Passengers in First Class are served at their seat on a number of train routes. The range of takeaway products has also been expanded. Many of the foods can be picked up directly from the SBB Restaurant or SBB Bistro and enjoyed at one’s seat.

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RAIL REPORT

In the InterCity and EuroCity trains that do not yet have a dining car, stationary minibars are in place to serve First Class passengers at their seat. Second Class travelers are able to buy coffee, beverages and snacks to take away.

With the commissioning of the new TGL and Giruno CFF duplex trains, each InterCity/EuroCity will have a restaurant car in the coming years. An increase in the fleet of dining cars will be achieved by 2021, from 107 to 159 cars.

Past experience and results from several pilot projects and market studies were used to develop the revamped catering offer. SBB uses partners such as soft drinks firm Rivella, food and beverage specialist Mövenpick and dairy products supplier Emmi. The offer of regional Swiss beers has also been expanded.

Additionally, the menu cards for the restaurant-car service and the seat service have been completely overhauled. Hot rolled ham and Ticinese polenta are now on the menu, along with popular favorites such as saveloy (pork sausage) and cheese salad and minced meat. Zurich-style veal, the flagship specialty dish offered in the dining car, is always served.

Travelers who are not as hungry can also choose from a varied offer of salads or opt for appetizers. As for those who travel in the morning, they now have the opportunity to enjoy a hearty breakfast. To complement the food offerings, wine has been available by the glass since last fall.

Customers can find information about vegetarian and gluten-free offers on the menu card.

Furthermore, staff uniforms have been modified for a fresh visual appearance. The uniform of the 600 or so railway catering employees now matches that of the train staff.

RAIL CATERING ACROSS BORDERS SBB trains offer rail catering services to passengers traveling across borders.

When traveling abroad from Switzerland, passengers can enjoy a wide range of catering options in the dining cars of SBB and its partner railways.

Germany: In the onboard bistro or onboard restaurant on Intercity-Express (ICE) trains, a variety of seasonal dishes are served. In First Class, passengers can be served at their seat.

Italy: On the SBB EuroCity (EC) trains, passengers can enjoy the wide selection of catering options in the SBB Restaurants from 6:30 a.m. to 9 p.m. In addition, there is a varied takeaway service. In First Class, select foods and beverages are served in-seat from 7 a.m. to 6:30 p.m.

France: The TGV Lyria onboard bistro offers a varied catering service. In Business 1ÈRE class between Switzerland and Dijon or Paris, food is served in-seat. In Standard 1ÈRE and Standard classes, snacks and beverages can be purchased in the onboard bistro or from the refreshment trolley.

Austria: In the Railjet restaurant, travelers can enjoy a large selection of foods and beverages, including many items that can be purchased to take away. In First Class, all foods and drinks can be served directly to a passenger’s seat. In Second Class, snacks and cold beverages are available from a mobile trolley service.

Caesar salad with grated parmesan and croutons, served with Caesar dressing

22 SEPTEMBER 2018

“It is not the strongest of the species that survives, nor the most intelligent that survives.

It is the one that is most adaptable to change.�

Charles Darwin

Improving Travel Experience

www.kaelis.world

RAIL REPORT

Viva la VIA Canadian rail operator VIA Rail is promoting local products in its newly refreshed culinary offering

BY MARY JANE PITTILLA

On the picturesque Canadian “Great Western Way” service, the focus is always on Canadian products, such as locally made wild rice buns and birch syrup

C

anadian operator VIA Rail Canada, which is in the midst of celebrating its 40th year of operation, is determined to put the 4.4 million passengers it moves annually first.

Over the past year, the corporation has continued to put an emphasis on improving the onboard experience through the revision of its culinary offering. For example, new locally sourced menu options were selected as part of VIA Rail’s efforts to promote suppliers of local products.

VIA Rail offers a number of routes around the country, including the Québec City-Windsor corridor, serving cities such as Montreal, Ottawa, and Toronto; the Ocean route, from Montreal to Halifax, via Québec City and Moncton; and the Canadian “Great Western Way” route, from Toronto to Vancouver, via Edmonton and Winnipeg.

Québec City-Windsor corridor

On the popular Québec City-Windsor corridor, Economy Class passengers can enjoy a recently refreshed selection of light meals. The new sandwiches and boxed meals are made from high-quality Canadian ingredients, including antibiotic-free meats, and local breads and cheeses.

The Business Class service sees eight biweekly cycles of meals. Passengers get a full-service bar offering domestic and craft beer, local wines and liquor/liqueurs. A hot bagel service is available on select mid-morning trains, and a cold snack is offered on select mid-afternoon trains.

For lunch and dinner, a selection of catered meals is available, served with warm bread, an appetizer, dessert, a glass of Canadian wine and a selection of hot beverages.

Main course choices always include a beef or pork option; a fish or chicken option; and a vegetarian option.

For breakfast, a selection of meals is served (one hot and one cold option, including one vegetarian), along with fresh fruit, a warm croissant and a selection of hot beverages.

Ocean route options

Meanwhile, the Ocean train service has four monthly

24 SEPTEMBER 2018

rotating cycles of meals, two from each location (Montreal and Halifax). Breakfast consists of two hot and one cold (one vegetarian) option; lunch comprises three hot options (one cold on select cycles, and one vegetarian); and dinner offers four hot options (one vegetarian).

Canadian route menu

On the Canadian “Great Western Way” service from Toronto to Vancouver, the focus is always on Canadian products.

Examples include locally made wild rice buns and birch syrup for a small taste of the things people used to eat 150 years ago, when Canada marked its confederation.

During busy summer travel periods, a cook will prepare fresh meals for passengers. In Economy Class, the breakfast menu options include buttermilk pancakes; “The Railroader”, featuring two eggs, two pancakes, bacon and ham; and the chef ’s omelette, served with hash browns and a grilled English muffin.

Passengers in Business Class on the Québec City-Windsor route get a full-service bar offering domestic and craft beer, local wine and liquor/liqueurs

mv food FEELING AT HOME ON BOARD YOU AT SEE

IFSA

BOOTH NUMBER

425

MV Food & Services s.r.l.

Via Veneto, 4 06072 Mercatello di Marsciano (Perugia) Italy Tel. +39 075 8783354 e-mail: info@mvfood.it www.mvfood.it

RAIL REPORT

Lunch options include a range of sandwiches; a chef ’s salad topped with ham, hard-boiled egg and cheese; and a chicken burger or cheeseburger.

For dinner, passengers can choose from the chef ’s salad; vegetarian chili served with garlic bread; a chicken burger or cheeseburger; pot roast dinner served with vegetables; or baked salmon served with vegetables and mashed potatoes or rice.

In the Sleeper Plus Class, breakfast includes “The Transcontinental” (two eggs prepared any style, served with hash browns; bacon, ham or breakfast sausages; and toast or a fresh-baked muffin); apple granola pancakes with bacon, ham or breakfast sausages; or “The Continental” (hot oatmeal or assorted cold cereal with fruit yogurt and toast or a muffin).

For lunch, options include a Canadian bison burger, served open-faced on a wild rice bun; Salmon Rose, featuring Greenland turbot and Atlantic salmon cake, wrapped in a thin salmon fillet and garnished with garlic butter; and quinoa salad, made with apples, feta, tomatoes and herbs and served on salad greens with lemon-lime vinaigrette.

For dinner, Via Rail offers prime rib of Canadian AAA beef, pan-seared cod, sweet pepper chicken miscela, and pasta primavera, featuring tender vegetables served over pasta and tossed in a light tomato sauce.

As an added service on the Canadian route, VIA Rail offers an “immensely popular” all-inclusive Prestige service. This personalized concierge service includes all alcoholic beverages, newly renovated spacious rooms, an in-room shower and added perks such as pre-boarding, specialized afternoon snacks and preferred diner seating.

Making the menu grade

The food served on VIA Rail’s trains is selected based on employee and passenger feedback throughout the year in conjunction with input from its food suppliers and outside catering chefs and culinary experts.

A chef is hard at work on the Canadian “Great Western Way” service in Sleeper and Prestige Class

26 SEPTEMBER 2018

Business Class menus typically get reviewed and changed yearly, with the most recent being introduced in March 2018; Ocean service menus are reviewed and changed yearly, with most recent launched on July 18, 2018; and Canadian service menus change once a year after consultation with the chefs.

The company tries to change out a minimum of 20% of the items. This year Via Rail focused on improving soups and desserts, although its signature chocolate cake is a menu staple that is never replaced. The feedback process begins in January, and all changes are ready to go by the peak season, which starts in May. Plans for the year ahead call for status quo for the remainder of 2018 with a full food and beverage review planned for 2019 and beyond.

Staying relevant

When asked about food trends, the company reports that there has been “a very noticeable increase” in special-requirement meals (gluten-free, vegan, etc.) and it is constantly addressing these passenger needs and aiming to improve on its offerings.

VIA Rail is also tackling the issue of sustainability in its service, placing emphasis on its caterers sourcing local foods for Business and dining car meals, and the majority of products served on board are Canadian. This initiative is communicated on its menus and from its onboard employees.

The rail line recently launched a product and service environmental initiative that is set to tackle its entire range of products on board its trains, in stations and lounges. This is an effort to further diminish its carbon footprint and better “green up” its service.

The future looks even brighter. VIA Rail has announced a new fleet and refurbishment of equipment set to commence delivery in the next few years, bringing it in line with the industry standard while also matching and surpassing current technologies.

VIA Rail has continued to put an emphasis on improving the onboard experience through a revised culinary offering

READERSHIP AWARDS 2019

HELP US HONOR THE BEST IN THE BIZ From onboard caterers to amenity programs, and from connectivity to the latest in aircraft cabins, the PAX International Readership Awards will once again recognize those in the industry that stand out from the crowd.

The award winners will be announced on April 3rd, 2019 at the Radisson Blu Hotel in Hamburg.

Deadline to vote is March 1, 2019.

Award winners will be featured in a special spread in PAX International, as well as in our e-Newsletter.

Don’t miss your chance. Make your voice heard.

VOTE NOW

AT PAX-INTL.COM

RAIL REPORT

Comfort on the

Corridor

BY RICK LUNDSTROM

Amtrak’s Acela Express trains linking Boston and Washington, D.C., are getting updates this year as the rail line plans to launch a new interior look within three years

P

assengers on Amtrak’s Northeast Corridor service who stepped aboard the Acela Express high-speed train cars for a commute or long weekend over the summer encountered the product of an aggressive multi-million-dollar renewal that added many new comfort features to the line.

This May, the first steps in a yearlong program to refresh more than 100 Amtrak train cars got underway.

New seating cushions and covers for Business and First Class seats, new carpets for the aisles and a thorough deep cleaning were part of the program. By the time crews are finished in approximately a year from the late spring start, more than 6,000 seats will be refurbished on 20 trainsets at a cost of approximately US$4 million.

As summer came to a close, one trainset was getting the treatment every three weeks. The removed cushions and covers will be turned into carpet padding, and the leather will be converted into handbags, wallets and other consumer goods.

These efforts were a precursor to an even larger three-year project Amtrak revealed for the Northeast Corridor. The next-generation Acela Express trains will go into service starting in 2021 and will be speeding between Boston and Washington, D.C., with an array of high-tech features and enough room to accommodate 30% more passengers.

Amtrak unveiled the look in early August: a color

28 SEPTEMBER 2018

The Business Class car will be in a blue color scheme with LED readouts of train progress and speed

Amtrak will have restrooms in the new trains that are compliant with the Americans with Disabilities Act

The First Class interior of the new Acela Express trains now being built at the Alstom facility in Hornell, New York

scheme that pulls together smooth grey seating with red accents in First Class and blue in Business Class. Each seat will have integrated in-seat lighting, personal electrical outlets and USB ports. Dual tray tables will provide passengers with the option of a larger or smaller space.

The trainsets are being produced at Alstom’s manufacturing plant in Honell, New York, and the

RAIL REPORT

Amtrak will make the new Acela Express with more overhead bin room

“

By the time crews are finished in 2021, more than 6,000 seats will be refurbished on 20 trainsets at a cost of approximately US$4 million.”

first prototype will be ready for testing by 2019 to enter service in 2021. Amtrak plans to have all new trains, each holding 386 passengers, in service by the end of 2022.

Amtrak officials said many of the changes were initiated based on passenger feedback. In addition to power access, passengers asked for wings in the seating headrests, tray tables that were easy to use, and a seat reservation system that would allow them to sit with family or fellow business travelers.

Wi-Fi service is also part of the improvements. In addition, six LED screens in each train car will provide passengers with information about the journey, including train speed, location and conductor announcements.

Dining options on Acela Express will also be enhanced.

Christina Leeds, a spokesperson for Amtrak, tells PAX International that new menus and beverage options will be introduced in the Amtrak Café Car and First Class in conjunction with the delivery of the new trainsets.

Amtrak’s First Class food service is prepared off premises in a commissary airline-catering kitchen. Each year, Gate Gourmet prepares approximately 500,000 meals for First Class passengers that are re-heated aboard the trains. Most of the items in the Bistro Café cars are served cold or at room temperature, with a smaller group of products reheated in microwaves aboard the trains.

Amtrak’s Northeast Corridor line covers roughly 457 miles.

Amtrak is investing approximately US$370 million over the next three years in new equipment and improvements to the service, according to the company’s website. Amtrak figures show that approximately 890,000 people ride the corridor daily for transportation and commuting.

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The American dream Executive Director at En Route International, Hamish Cook

Hamish Cook, Executive Director at En Route International, examines how the right partnerships can aid airlines and caterers in the United States market

I

n the context of sales, the U.S. is often described as a group of small markets versus one country.

The sheer size of state capitals, regional cities and their supporting airline infrastructure is often larger than many individual countries.

However, the need for a localized approach to product supply chain management presents a real challenge for airlines wanting to standardize their food and service model across domestic and international inbound/outbound flights.

Traditionally in the U.S., the airline-, caterer- and broker-led menu development models often result in international airlines having inconsistent product across their global network. It also requires local and international airlines to understand the logistical capabilities of operating a supply chain across multiple regional locations in a country that spans more than 9.5 million square kilometers.

The challenges in operating a logistics model in the U.S. are also compounded due to a real shortage in long-haul transport. This places

“

pressure on costs and extends delivery time across what needs to be a justin-time supply chain. The American Trucking Association (ATA) says there is a shortage of 51,000 truck drivers nationwide, up from 20,000 in 2013 and 36,500 in 2016. In addition, the ATA projects the driver gap will increase to nearly 100,000 by 2021, meaning the problem is only going to get worse.

This is where working with a travel industry specialist partner that focuses on sourcing innovative food, packaging, design and logistics efficiency can reduce complexity while ensuring a consistent, high-quality product is presented to passengers. Working this way enables airlines to enhance their greatest asset – their brand.

Under the historical locally sourced model, airlines had to manage multiple last-mile caterers to ensure consistency and product specifications that meet

Working with a travel industry specialist partner that focuses on sourcing innovative food, packaging, design and logistics efficiency can reduce complexity while ensuring a consistent product.”

32 SEPTEMBER 2018

both their vision for quality and their customer service promise to passengers.

When this is coupled with the increased use by airlines of passenger net promoter score benchmarking to drive performance, a new sourcing and product development strategy could well be a way to drive improvement.

A number of international airlines engage an innovation, product and logistics partner to develop solutions that solve branding, packaging, product and logistics challenges to ensure their brand equity is maintained across their global network.

This allows them to implement a network-wide solution that leverages total purchasing volume to extract best value, while ensuring the onboard and lounge food service delivers product and brand consistency. Categories where this approach is particularly successful include frozen bakery products, branded snack boxes, second service hot snacking items, and fresh-cut premium cabin cheese.

Airlines should look for companies that are creative and agile, while also demonstrating the ability to bring projects from concept to fruition in a matter of weeks – not months – via an efficient global supply chain and logistics platform.

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FLIGHT

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PASSENGER JOURNEY

Pre-flight

Stathis Kefallonitis, Ph.D., Founder and President of branding.aero, explains how to engage airline customers at every stage of the air travel process

Departure, Check-in and Airport Experience

OPPORTUNITIES Pre-trip

Airline advertising and press releases build a general, but low-level of, consciousness for passengers. Using ways to emphasize airline brand awareness aids perception among passengers early on. It helps by developing targeted messages through a number of channels to: (1) plan expectations and (2) determine the effectiveness of passenger responses.

Inspiration

The motivation to travel comes from either business need or personal desire.

Identifying the level of motivation is a great opportunity to push airline products and services. During the search for information stage, passengers are looking for add-ons or further options to enhance their travel experience. This may translate to travel add-ons such as pre-order retail options, buy-onboard meals, exclusive amenities, or benefits like lounge access.

Planning

Planning tools are needed to aid passengers trying to navigate the complex world of travel preparation.

Airline/airport websites and mobile apps can help determine how attractive and effective planning tools that ease the passenger experience are. Advances in technology engage passengers meaningfully and effectively.

Reservation and Purchase

This is the passenger’s introduction to the airline’s brand, services and menus/ food and beverage. (As an example: KLM shares online menus available in Economy, which sets expectations). If this is the passenger’s first flight with this airline, this is the only impression the passenger has of the company until their flight. Everything after this interaction may change this initial impression and, therefore, takes more effort. The pre-trip experience is technology-driven.

Updates and alerts help passengers prepare for error-free departure and enhance positive feelings toward the airline – they feel the airline is looking out for them in this complex and problem-prone process.

Checking in can be complex and time-consuming. User-friendly selfcheck-in kiosks, check-in apps and interactions with airline personnel can be measured to provide great insight on how check-in can be improved.

In-flight

Initial interactions with crew members, comprehension of boarding instructions, initial reaction to the cabin environment, the effects of onboard services, the understandability of safety and inflight instructions, and many other aspects of the flight service affect the passenger experience. Retail options, buy on board, food/beverage availability, and menu and tableware design add to the complexity of the inflight environment as all passenger senses are alert.

Arrival

Factors that slow disembarking or lead to forgotten personal items or luggage can be improved. There is always room to ease passenger flow, such as designing airport interiors to help passengers easily connect to their flights and reduce transfer time.

This is also the last opportunity to communicate or give something to the passenger (i.e. pre-landing snacks or chocolates; the last chance to promote retail items; guiding passengers to arrival shops at the destination airport).

Post-flight

“

Stathis Kefallonitis, Ph.D., Founder and President of branding.aero

Planning tools are needed to aid passengers trying to navigate the complex world of travel preparation.”

34 SEPTEMBER 2018

Post-flight messages and following up with problems that occur in flight can strengthen the connection between the passenger and the airline. How many airlines have reached out to you via a personalized email, text message or a call to say thank you? It is the simple things that work sometimes.

Visit pax-intl.com to read more from Stathis on the need for an emotional connection between the airline and passenger.

CATERING

THE NEW WAY TO GOURMET

BY JEREMY CLARK

The exterior of the latest arm of Bangkok Air Catering’s business, Gourmet Primo

Bangkok Air Catering is diving into semi-prepared food offerings for a wider hospitality market with the introduction of their Gourmet Primo facility

I

n the dozen years since its opening near Suvarnabhumi Airport (BKK), Bangkok Air Catering (BAC) has developed a reputation for unique products and diverse business that extends beyond airline supply.

Now, there is even more choice for customers who appreciate high-quality food with the opening of Gourmet Primo, from the same corporation.

Gourmet Primo, situated close to BKK, is not an airline caterer, though it does produce products for a variety of customers in the industry. The facility was created to offer “BAC quality” to other areas of the hospitality market. Its distinctive design ensures that Gourmet Primo can deliver specified products of almost any type, from frozen doughs to ready-to-eat frozen or chilled meals. On

36 SEPTEMBER 2018

a recent tour of the facility, Managing Director Linus Knobel outlined the key service aspects of this new facility.

“We are designed to offer a fully customizable and affordable solution for our clients, and we are offering a wide range of product and materials for all areas of the hospitality industry,” he says. “We service so many other branches of the industry that it made sense for us to allow [our Flight Catering department] to focus on its core function and give us an opportunity to supply to new markets.”

The facility therefore offers a range of products, including pre-cut materials and parbaked or frozen raw doughs as well as fresh bread, sauces,

“

pastries, desserts and confectionary.

The General Manager of Gourmet Primo, Tanyanuj Kusonsomboon, points out that its focus is using only the best ingredients for all products manufactured. Not just high-quality ingredients, but as she explains, “We ensure we buy Fair Trade when possible and we source materials that share our commitment to animal welfare and the environment.” The unit is built to the very latest international specifications with a sharp eye on efficiency in production and the avoidance of waste.

For airline caterers, things in Asia have changed far slower over the past 20 years than in Europe or the U.S. The traditional style

We ensure we buy Fair Trade when possible and we source materials that share our commitment to animal welfare and the environment.”

TANYANUJ KUSONSOMBOON, GENERAL MANAGER, GOURMET PRIMO

CATERING

of all in-house production is still prevalent – but that is quickly changing.

So, for Gourmet Primo, its current focus is supplying semi-prepared product to the food industry.

This is a model that has been around in Europe and the U.S. for many years and now, but as the catering model for airlines changes in Asia, this service is on the sharp increase.

Airlines in Asia and the Middle East traditionally like everything made on-demand and in-house. The emergence of off-site facilities able to consistently deliver high-quality products, indistinguishable or even better than anything homemade, has encouraged more airlines to now look at this option.

As some traditional caterers are still playing catch-up with this concept, the introduction of Gourmet Primo, with its ready-to-go product range, offers menu designers the chance to think beyond the traditional choices. Its unique selling position is the ability to produce to specification with a consistency and quality standard only achievable at a unit that is modern-equipped and designed with that purpose in mind.

With a built-in expansion plan for future development and increased production, you can expect to see Gourmet Primo feature more predominantly in the Asia travel catering market and beyond.

Saengthien Ningsananda, Acting General Manager, Gourmet Primo, And Linus Knobel, Managing Director of BAC Group

Precision and high standards are parts of every recipe that Gourmet Primo churns out

Workers prep soon-to-be baked croissants at Gourmet Primo

38 SEPTEMBER 2018

Precut vegetables awaiting their fate in Gourmet Primo’s kitchen

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

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Q&A

Quality

TIME

An exciting new development is in the works at Galileo Watermark. Johannes Kloess, Operations Director, gives PAX an inside look behind the curtain

learn from this approach and bring to aviation. For example, we are working with hotelier colleagues to understand how they repurpose and reuse discarded or unused amenities.

Not only does this reduce waste, [by donating them we] can also help disadvantaged communities. We are working on solutions for the aviation industry to strive for a similar goal.

OCN’s impact

Editor’s Note: Last year Galileo Watermark introduced its OCN line of cosmetic packaging that uses reclaimed and repurposed plastic from oceans, seas and waterways.

We have been delighted by the response [to OCN] from customers within and outside of the industry. The product range really is world-leading and is helping to spread the important message about the need to reduce the dependency on plastics. Following an enthusiastic reception from one of our customers, we have accelerated the development of our ocean-recycled meal service product, which we look forward to introducing soon.

We are building partnerships with several organizations from around the world to ensure we have enough recycled plastic to meet demand as well as being able to provide our products close to where they are required (ideally within the community or country, to be as close as possible to a closed loop).

The road ahead

Johannes Kloess, Operations Director for Galileo Watermark

An all-in-one approach

Galileo Watermark supplies more than just amenity kits. We also design and supply textiles, meal service products and kids’ kits. Our approach to all our products is the same: we want to improve and enhance the passenger experience for all our customers.

We are evangelical and passionate about beautiful and innovative designs. Our design department is made up of some of the world’s leading aviation designers. Their work effortlessly captures an airline’s brand and merges it with the passenger’s needs.

As Operations Director, I am particularly proud of our customer service teams. We really care about the smallest details – from delivery dates to quality – whatever our customers request, we do our best to fulfill it. I think Galileo Watermark’s reputation stems from delivering this consistent reliability.

Finding inspiration

We regularly look at the innovations in the whole hospitality sector and think of ways to adapt for the aviation sector. Hotels are exceptionally good at ensuring that every product adds value to a guest’s experience.

Rooted in local communities, hotels are adept at investing in and supporting their neighbours. There is lots we can

40 SEPTEMBER 2018

Galileo Watermark has been designing and supplying amenity kits for the aviation industry for more than 30 years, so we have a lot of experience, which we use in our proposals.

Passengers are becoming more environmentally aware and they will be expecting airlines to change accordingly. Our innovation teams have been working hard on developing environmentally friendly solutions for onboard amenities, meal service and textile products. We have been developing a range of products that are recyclable or made from biodegradable materials.

Specifically in the amenities market, we are using our expertise and industry knowledge to help airlines reduce waste and enhance the customer experience. For example, by offering fewer, higher-quality products, more products are used and retained by the passenger to enhance their onboard experience.

For our full conversation with Johannes, visit pax-intl.com.

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BEVERAGE SERVICE This Broken Earth Winery 2012 Reserve Cabernet Sauvignon is one of the new wines launching on Alaska in the near future

Wine and

DINE

BY RACHEL DEBLING

PAX examines the latest in onboard wine offerings – from champagnes to sakes – with the help of international airlines and the companies that supply them

F

ollowing the release of Global Traveler’s airline wine competition winners this past August (with carriers such as Delta Air Lines, American Airlines, Aeroflot, British Airways, United Airlines and JetBlue honored for their outstanding inflight selection), PAX International decided to once again turn its attention to just what types of vino – and how much – are being poured on board.

Whether in Economy or First Class, here are just some of the ways airlines are elevating their intoxicating offerings.

Look to the West

Though Alaska Airlines serves a series of standard blends on board year-round – it currently features five reds, five whites and three sparkling wines across its fleet and cabins,

The full spread of ANA’s latest First Class wines

42 SEPTEMBER 2018

amounting to 2.4 million bottles annually – the airline does rotate rosés and other sparkling wines into their service on a seasonal basis. “Rosé is served complimentary in our free beer and wine program on some of our regional flights,” the airline told PAX International this summer.

Alaska has another tempting offer for wine lovers.

The airline’s “Wine Flies Free” program, available to Mileage Plan members, allows passengers to check a case of wine for free when flying from 29 cities on the West Coast of the U.S. This aligns with the airline’s M.O. of exposing travelers to the bounty of the region.

“It’s no secret that the West Coast has some of the best wines in the world,” the company said. “Since Alaska Airlines is the West Coast airline, it is a priority to highlight the local, West Coast wines we have available. We have flown wines from California, Oregon and Washington, and will continue to look for great new wines up and down the West Coast.”

With that goal in mind, Alaska will soon be releasing an updated wine menu that features award-winning Paso Robles’ Broken Earth Winery selections in its First Class cabins: the 2012 Reserve Cabernet Sauvignon and a 2016 Chardonnay.

How sweet it is

If you continue tracing your finger down the West Coast of a map of the U.S., you’ll eventually hit California’s Sonoma Valley, home of many award-winning wineries, including Bee d’Vine, a brand known for its unique honey wine. Bee d’Vine’s products are currently being served in Ethiopian Airlines’ Business Class, a natural market for the company, explains founder Ayele Solomon, since honey wine (or te’j, as it is called in Ethiopia) is a national beverage of the airline’s home country. The company has also started selling in the discerning Japanese market and plans to enter other Asian markets in the near future.

Though one might assume that wines made with honey would always land on the sweet end of the scale, Solomon insists that one of the greatest attributes of his product is its versatility.

“It is different from grape wine in many aspects,” he explains. With no bitter taste and a smaller carbon footprint than grape wines, Solomon believes honey wine is in many ways a superior product. Even better, he adds, it can be made dry or sweet, just like grape wine.

BEVERAGE SERVICE

Don’t like tannins? Honey wine might be for you, explains Bee d’Vine founder Ayele Solomon

Plus, it appeals to a wider audience of oenophiles. “Many people, especially women, who don’t appreciate the tannins in grape wine like our wine,” Solomon notes.

Looking to the experts

When it comes to getting their wine selection just right, many airlines partner with a sommelier or two. Air Canada is no exception, and it has leaned on Veronique Rivest to help curate its selection, which currently includes three reds and two whites on Signature Class flights and two of each variety on North American Business Class flights.

As the company explained to PAX International:

One of Air Canada’s motives when choosing wines to feature on board is to showcase Canadian brands

“We wanted someone to establish an overall wine strategy for us, both short- and long-term, to ensure we were providing our customers with a truly elevated experience.” This partnership has resulted in a list of balanced, food-friendly wines that evoke the spirit of travel. “Showing off Canada’s great wines is definitely a priority. Within a concise list, Canadian wines are always part of our selection. We are very proud to show the world the quality of our home-grown wines, and Canadians are also proud to see them on board.”

For those with a sweet tooth, the airline offers a port (the Dow’s Late Bottle Vintage) as part of its Signature Class selection.

PAX-INTL.COM

43

BEVERAGE SERVICE

Selections from the East

Named “Top International First Class” in Global Traveler’s Wines on the Wing Awards for 2018, Japan’s All Nippon Airways (ANA) obviously has a nose for this facet of cabin service. The airline announced this summer that it would be renewing its wine list with 54 new wines and two new sakes, including a champagne in Premium Class on domestic flights.

“ANA is honored to curate one of the finest airline wine selections in the world,” said Yutaka Ito, Executive Vice President of ANA, in an August press release. “Our wide selection of fine wines meets and surpasses our customers’ needs and complement our in-flight meal options. Our goal is to make ANA the best cellar in the skies.”

Another Japanese airline has also recently upped the ante on its inflight selection, with a little help from some experts, both in-house and external. Japan Airlines’ (JAL) exclusive DOUBLE “O” series of wines launched this August to commemorate Japonismes 2018, an event held in Paris to celebrate 160 years of diplomatic relations between Japan and France. The wines were created through a special collaboration between JAL and French wine producer Paul Sapin and will be served on board for approximately three months. JAL delves out more than two million servings of wine each year across all cabins, including red, white, champagne, sparkling and fortified wines. Its sommeliers, Wine Taster Motohiro Okoshi and Master of Wine Kenichi Ohashi (the O’s in DOUBLE “O”), provide feedback not only on which wines are best suited with onboard meals but also how to best match them

Motohiro Okoshi and Kenichi Ohashi, the names, faces and taste buds behind JAL’s DOUBLE “O” commemorative series of wines

to the cabin environment, the airline tells PAX International.

“With their superb knowledge of wine and understanding of inflight menus, Mr. Ohashi and Mr. Okoshi are ideally matched for helping JAL build its wine list,” notes JAL. No matter the airline, a deliberate and handpicked selection of onboard wines is more important than ever before, and with airlines around the world fighting for the attention of passengers, the industry can expect more standout selections that surpass expectations in the years to come.

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Futureproof customer experience

Anne de Hauw

Anne de Hauw, the founder of IN Air Travel Experience, looks to the future of the passenger experience

M

oving from a position at a large corporation to founding a start-up business has been surprisingly interesting so far.

Zooming into the passenger journey has been eye-opening, and our team has already met incredible people from varied backgrounds who have all contributed to what IN Air Travel Experience is trying to help our customers achieve: happy passengers!

How can airlines and airports facilitate their passenger journey and honor the experiences their customers are seeking, all while increasing ancillary revenues? Their offerings have to be reinvented and evolve into personalized, immersive and emotional experiences. Airlines and airports need to interact and engage with their passengers and become a placeto-be – an experience worth talking about and sharing on social media.

Care: Planet, People and Food

“There is no Planet B,’’ Richard Branson once said. And millennials in particular – a growing travel demographic – genuinely care about the planet and increasingly worry about climate change.

Some airlines are actively working on large-scale sustainable solutions like bio-fuel, energy efficiencies (water and waste reduction) or using energy from waste products.

Also, more and more full-service carriers are replacing plastic products with sustainable materials,

50 SEPTEMBER 2018

segregating waste on board and recycling. It’s exciting, for instance, to speculate as to which airline will be the first to go plastic-free! But the care aspect goes even deeper, and I think we can safely proclaim that the “human experience” is back.

Deeply attentive and personalized service is the key to long-term success and can satisfy the emotional needs of crew and passengers.

Who is advocating for passengers and actually cares about them before boarding, even if they’re not flying First or Business Class? Can we create a human end-to-end experience, perhaps by introducing happiness ambassadors?

Foodie Culture

Hospitality is very different in many sectors and heavily relies on a company’s people and the experience it delivers to its customers. But in many sectors hospitality means caring about the customer and what you offer them to eat.

Airlines should be enablers of the next-gen food experience and the drivers that transform airline food perception into a yummy, “Instagrammable” experience. Today’s conscious foodie culture, combined with the trend of all-day dining, causes millennials to prefer postponing their meal if what they want is not within reach.

Timing is everything

So what are we waiting for? The complexity of the airline catering supply chain makes it challenging to decrease times while improving the selection, freshness and quality of airline food. Initiatives like preorder, airport pick-up and at-gate delivery are gaining market share. But there are even more opportunities related to timing.

Airlines are trying to sell services (upgrades, hotels, car rental, preorder) at several touchpoints (during check-in, at kiosks, by email) but the momentum is never optimal until the passenger has gone through security/customs and sits at the gate waiting to board. This is the time they realize they will soon be captured in a closed environment and are confronted with the multitudes of other passengers, crying babies and space limitations that await them.

This “dwell time’’ is when the passenger only cares about a comfortable flying experience, and it is the time airlines and airports should be engaging with this captive audience and creating opportunities that improve the passenger experience.

For Anne’s take on digitalization and connectivity, visit pax-intl.com.

No crumble pastry Sweet and savory

Gourmet flavours

Ovenable packaging

Flexible MOQ for own label

CATERING

Geoff Repella, President, Byrd Cookie Company, believes the quality of the company’s cookies is what makes the product stand out

Tapping into the millennial mindset

BY MARY JANE PITTILLA

Trends in the buoyant inflight snacking sector include clean ingredients, more snacking on the go, and more creativity in packaging and flavors

T

he millennial demographic is shaping much of the new product development in many different industries – not least the inflight snacking sector.

The channel is full of products that seek to attract these important consumers, and many suppliers agree that they are a growing target audience.

Take AMI Inflight, for example. Andrea Pratt, Director of Product Development, says this group is interested in creative packaging, clean ingredients and products with a story. “They are a generation more focused on experiences and where ‘eat to live’ has become more important.”

Traditional items such as trail mix appeal to millennials with updated ingredients such as ancient New items from AMI Inflight include traditional grains and seeds salty snacks such as Spokes air-puffed potato snacks, just released in a 0.5oz bag

52 SEPTEMBER 2018

and contemporary packaging, as seen with Blue Bike Sprouted Snacks.

The desire for products with clean ingredients continues, reports Pratt, and AMI has solutions in this sector. The Overnight Pearls Olives To Go! are messOatmeal with Greek Yogurt free, portable olive cups featuring

by Zen Monkey, for one, has seven varieties of ready-to-eat olives in liquid-free packaging a clean label, natural flavor from fruit ingredients and is ready to enjoy.

DFMi reports that trail mixes such as its new Gourmet Nut Power Up range hit on the superfoods health trend beloved by millennials. The products contain premium, simple ingredients that are perfectly suited for on-the-go snacking.

No mess, easy-to-eat items in creative packaging are also trending. Pearls Olives To Go! from Musco Family Olive Co., distributed by DFMi, are liquid-free and presented in a new type of on-the-go snack container (a cup versus a pouch), which keeps the olives fresh and ready to eat.

Nuts are certainly a popular inflight snacking product.

King Nut, represented in the airline industry by Harvey Alpert & Company (HACO), specializes in customizing its products to meet any requirements. For millennials, that might include clean labels, gluten-free, global flavors, straightforward packaging, and environmentally conscious production, says Marty Kanan, CEO and President, King Nut Companies. One example is the company’s Nature’s Basics line.

These snacks are sensibly and individually portioned, come in packaging with clean lines and a modern feel, and each example in the line is a healthy choice for people on the move.

CATERING

Dean & DeLuca Roasted Gold snack mix is made from pistachios and cashews blended with dried cranberries and honey-roasted sesame sticks

“Although we have the same 24 hours in a day, it appears the days are getting shorter and shorter, so snacking or eating on the go is becoming more and more necessary,” Kanan adds. In other news, King Nut recently partnered with Dean & DeLuca, the gourmet New York food brand, and will be launching the new line at the IFSA Expo.

But millennials have a sweet tooth, too. Byrd Cookie Company, a company that counts United Airlines as a customer, reports that millennials are a growing, important part of its consumer base. (In July 2018, United Airlines launched an all-new Maple Wafer, which Byrd Cookie Company developed and baked for the U.S. carrier.)

Geoff Repella, President of Byrd Cookie Company, is seeing a trend toward clean ingredients, lower sugar content and unique flavor combinations. “New spins on classic snacks are definitely interesting and appealing to consumers,” he says, adding that the quality of the company’s cookies is what makes the product stand out.

Meanwhile, gategroup is busy developing products for the millennial age group, such as its Av’Go Breakfast Toasting Box. It consists of a toast slice, breakfast condiments and yogurt drink, and meets the look and feel of what this generation wants in their on-the-go foods, according to Marcus Nilsson, Global Director, Packaged Food Solutions at gategroup.

“This provides millennial passengers with the opportunity to have it as they want,” he notes.

Nilsson also sees an industry trend for products that mix sweet and savory flavors, such as the company’s new Duo box, a hot handheld snack. Another trend is for products with an individual, artisan feel, and gategroup’s Artisan Duo, which gategroup’s Av’Go Breakfast Toasting Box is a complete breakfast solution of farmhouse toast, avocado spread, chilli flakes, yogurt drink, and cutlery pack, with slow-releasing energy sources

The Truly Yours Granola & Yoghurt range offers four variants of granola and yogurt, with fully recyclable packaging

is currently flying with a customer, satisfies that niche.

On the health front, many passengers are seeking a filling and nutritious snacking solution that isn’t high in calories. In response, Snackbox To-Go has introduced the Truly Yours Granola & Yoghurt combination to provide a healthy solution for breakfast and snacking.

“Granola and yogurt has become very on-trend, a prominent combination in recent times,” says Snackbox To-Go Director Kees Verschuure.

Each tray of low-sugar granola and low-fat yogurt is produced with a minimum shelf life of nine months.

The ambient product is the only one of its kind on the market, resulting in little or no waste as the tray and quirky cardboard spoon are fully recyclable.

Lily O’Brien’s, the Irish chocolate specialist, has created a selection of more informal propositions for the millennial market. “They are quite a discerning group when it comes to food,” explains James Duff, National Key Account Manager. “They are interested in the craft, the story behind a brand, the experience they get from the interaction with your brand, and are always on the lookout for what’s new, exciting and can add a bit of adventure.”

Products that fit into the category of self-treat or informal sharing appeal to this audience – for example, This new Mega Milk tablet bars or sharing Chocolate sharing bag bags of the company’s from Lily O’Brien’s contains 40% milk chocolate new chocolate discs.

Flavor is also key, says Duff, and millennials are gravitating towards chocolate products with higher cocoa content, textures that add crunch such as nuts in chocolate, and mash-ups of flavors such as sweet and salty.

One big thing that caterers and suppliers have to keep in mind when developing products is that their audience is savvy and super-connected. Noting that today’s traveler is more educated about food than ever before, Evertaste, the LSG Group’s packaged product expert which launched this PAX-INTL.COM

53

CATERING

Evertaste’s FlyYourVeda® meals are adapted to the body’s demands in flight

spring at the World Travel Catering and Onboard Service Expo, offers different options to meet the demand from millennial passengers, such as the FlyYourVeda® Box. The FlyYourVeda® concept aims to support a healthy lifestyle on board through meals that are adapted to address the demands placed on the body during flight. There are two variants: one menu is activating, and the other is relaxing. Both menus are based on easily digestible, nutritious, high-quality foods.

Evertaste has also partnered with the leading glutenfree brand in Europe, Dr Schär, to create the Gluten Free Special Meal box containing an authentic hot meal, artisan bread, butter and a chocolate wafer.

Other companies are also looking into ways to improve passenger wellness in the sky. FlyFit, the global anti-fatigue brand for travelers, offers a wide range of revitalizing, tasty and convenient supplements, food and beverages for anyone who likes to arrive fit and alert upon arrival, whatever their demographic group.

By the end of this year the company will have a broad new range of FlyFit health supplements available for First and Business Class passengers. They include a natural garden mint direct-to-mouth shot, which is described as an excellent refresher while supporting wellbeing. Low sugar, salt reduction and health in general are of increasing importance to today’s travelers, the company notes.

Nevada-based Delyse has also seen the trend for healthier food options grow – a number it says will only

FlyFit Vitamin and Mineral Shot is a direct-to-mouth health supplement that helps reduce tiredness

54 SEPTEMBER 2018

continue to swell. As the company told PAX International: “Delyse is committed to following the global and European trend of eating healthy food. The rise in travelers will increase the consumer demand for high-quality and gourmet food products, elevating the F&B experience and [causing companies to] differentiate themselves from competitors.”

To address the requirements of their customers, Delyse has released a series of snacking selections that are geared to passengers with good-for-you products on the brain.

Supplying higher protein than average salty snacks, ips chips and popcorn are never fried and contain no gluten or GMOs. Delyse describes these options as “geared to all people looking to snack sensibly without guilt.”

On the sweet end of the scale, the company also offers Gluten Free Goddess cookies in flavors such as Oatmeal Raisin and Vegan Snickerdoodle. Also high in protein, the cookies are made with natural, organic and locally sourced ingredients and are available in several flavors. Though they have previously launched in retail, the baked goods are new to the transportation industry, explains Delyse.

This new Paté & Crackers product from En Route International features Ardennes pate and Applewood Smokey Cheese Spread

Over at En Route International, Richard Wake, Creative and Marketing Director, says the company’s products are popular across all age ranges, although its recent Nando’s launch is naturally popular with millennials.

The company recently launched a Hot Dip Box with a wood-effect base and bright, contemporary branding for Economy passengers. It has also developed a Paté & Crackers/Bread range. Products include sundried tomato tapenade paté accompanied by an artisan roll.

Following the high demand for its Alfonso’s Tapas range, En Route has introduced the La Taberna concept, inspired by traditional Spanish eateries. The new concept gives passengers an individual box filled with treats including cured meats and breadsticks, before choosing from a selection of hot snacks to complement their meal.

From sustainable packaging to zero wastage, the company is seeing a number of trends. “Our galley boxes are very popular among our clients as they help to satisfy many of their sustainability objectives. The design significantly reduces the number of pieces of packaging used in a service while providing choice to the passenger and an effortless delivery for cabin crew,” says Wake.

CATERING

One of the first offerings in Lufthansa’s à la carte meal program

Lufthansa expands its

CULINARY HORIZONS This year, Lufthansa German Airlines and LSG Group have expanded meal offerings for Economy Class and loaded a cargo of meals to the International Space Station

I

f the world is one day fortunate enough to witness a crew on a flight to Mars take to deep space, they may see an astronaut sit down to a meal and recognize the smell and taste of a dish they once had on an airline flight.

If it happens, chances are good the memorable meal will have been served on Lufthansa German Airlines Business Class. Around the time the airline catering industry met in Hamburg last spring, a payload of meals for the International Space Station was being loaded for an extended stay in space, specially picked by the commander of the Horizons mission, a German astronaut named Alexander Gerst.

This culinary bonus was actually a part of his allowed cargo – astronauts can select 10% of the food brought on their mission – and was developed in the kitchens of LSG Group.

Now those same meals are being added to Lufthansa’s Business Class. They were part of a series of developments taking place in food service on Lufthansa with the help of LSG Group as the busy summer travel season came to a close.

56 SEPTEMBER 2018

The challenge was one of adequate sterilization, said Jörg Hoffmann, Director of Culinary Excellence at LSG Group. In addition to developing meals for consumption in zero gravity, the company wanted to make products with an eye toward the future of deep space flights. In order to ensure that the meals fulfilled specific health and safety requirements, LSG had to make the food lower in sodium and create a product that would maintain a shelf life of two years.

Gerst participated in this project because wanted something as close to a taste of home as possible while orbiting the Earth. As he hails from the Swabia region of Germany, traditional dishes such as maultaschen and spätzle were one of his requests. Another favorite of Gerst’s was a chicken ragout with mushrooms. Four more

BY RICK LUNDSTROM

meals were developed in the LSG Group kitchens for Gerst’s stay at the station, but he wasn’t the only one.

During their stay at the International Space Station, Hoffmann said another astronaut from Italy stated that one of the necessities for a stay in space was espresso. In fact, a special coffee capsule has been developed for service on the International Space station.

In line with the successful project with Gerst, who is currently on the Station, LSG Group has also been in contact with Canadian Astronaut David Saint-Jacques. In late December of this year Saint-Jacques will fly to the International Space Station to conduct a series of scientific experiments, robotics tasks and test new technologies.

Like many innovations developed for space, the meals by LSG Group will have other applications. Over the past

Maultaschen and spätzle from the LSG Group kitchen, bound for low Earth orbit

CATERING

summer, Business Class passengers on Lufthansa enjoyed chicken ragout with mushrooms prepared much the same as it was for Gerst, minus the cans and served with considerably more flair and presentation. The meals were on the menu of Lufthansa long-haul routes departing from Germany.

New à la carte

Other culinary changes that took place over the summer on Lufthansa were much more down to earth. Like many airlines in the world, Lufthansa launched its à la carte dining program for passengers in Economy and Premium Economy on long-haul flights from Frankfurt and Munich.

For between €19 and €33 (US$22 and $38) and with 24 hours notice, Lufthansa passengers on Economy and Premium Economy can also order a Japanese Bento Box, Bavarian snacks, items from an Asian “vitality” menu with quinoa, Mediterranean pasta with shrimp, and Thai curry. In the beginning, availability per flight will be limited and will be served as a complement to the airline’s regular service.

LSG SKY CHEFS PARTNERS FOR PREMIUM MEAL PREP LSG Sky Chefs worked with appliance maker Miele to develop a “Dialogue oven” as well as an app from meal processor MChef. Together the two allow the heating of different components of a pre-produced gourmet meal at individual temperatures for optimal flavor and consistency, and in less than 25 minutes.

MChef has developed a line of premium service meals. Through the cooperation, high-quality meals will be available to airline, train and lounge customers, said Lars Redeligx, Head of Commercials and Speaker of the Board at LSG Group Europe.

Through the cooperation, LSG Sky Chefs will seek to learn new packaging technologies and acquire experience in extending the shelf life of highquality meals.

The process has been Chef Chris Schoelderlie with the high-tech Miele oven that tested in the initial phase can heat meal components at the Lufthansa First at different temperatures Class Lounge at Munich Airport, which is operated by LSG Sky Chefs.

“We look forward to further cooperation with these experts in order to be able to offer gourmet food more flexibly,” added Redeligx.

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CATERING

Staying ahead

of the curve LATAM has been going full-steam ahead with a plethora of new inflight meal options to pique passenger interest on an international scale

BY RACHEL DEBLING

S

ince nabbing the top spot in the 2018 PAX International Readership Awards for Outstanding Food Service by a Carrier – South America earlier this year, LATAM has been basking in the afterglow of a job well done. To its credit, however, Latin America’s largest airline has remained far from complacent.

The Absolutely One meal concept, created and executed through a partnership with Gate Gourmet and the innovation behind LATAM’s PAX Awards win, was warmly received when it debuted exclusively on its Economy long-haul cabins in November 2017.

The product, explains Eduardo Costa, Director of Customer Experience for LATAM Airlines Group, was in many ways revolutionary.

As he told PAX International in August: “We replaced the traditional tray – normally associated with inflight dining – with a choice of individual gourmet dishes that are 50% bigger with fewer peripheral elements. Today, passengers are presented with a menu with three choices of Latin American, international and vegetarian cuisine for lunch or dinner as well as two breakfast options – all at no additional cost.” Positive feedback from customers continues to flow in 10 months after launch.

Though this service is still relatively new, LATAM has not taken the opportunity to slow down its drive to innovate.

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In the time following Absolutely One’s release, the menus on the airline’s long-haul Premium Business cabin operating from its Santiago and São Paulo hubs have since been refreshed, and the Mercado LATAM buy on board service, available on domestic flights in Chile, Brazil, Peru, Colombia and Ecuador, has also received an update.

(With Mercado LATAM, passengers traveling on the noted flights have the option to purchase sandwiches, coffee, wraps, snacks and more with VISA, Mastercard or the currency of the local country.) But there is still more to come, including a new Premium Business dining concept that will be released next year in conjunction with the ambitious long-haul retrofit project for two-thirds of its short- and long-haul aircraft that LATAM announced this summer.

Keeping things fresh for its passengers is key for LATAM, so the airline rotates its four onboard menus, designed annually, each month. Its buy on board catalog receives similar treatment, with an update on its

LATAM and gategroup’s Absolutely One Economy Class concept provides gourmet meals to passengers at no additional cost

domestic flights at least once per year.

In that vein, LATAM’s Premium Economy passengers, the airline’s business product on regional flights in narrow-body aircraft, will be privy to a new menu this fall. And though Costa points out that the offering differs based on a flight’s destination, departure time and duration, some of the dinner options include: braised skirt steak with port sauce and creamy gorgonzola polenta on flights from Sao Paulo; mozzarella ravioli with almond sauce, pesto and roasted seasonal vegetables on flights from Santiago; and ají de gallina cannelloni with huancaína sauce and sundried tomatoes on flights from Lima, all options that the airline hopes will keep its loyal passenger base happy and new customers coming back for more.

For more on LATAM’s onboard offerings, including wine and amenities, visit pax-intl.com

The restaurant-style meals served on LATAM’s Economy Class are 50% bigger than traditional onboard selections

inflight

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Is the airline industry prepared for a Listeria outbreak? QSAI and Medina Quality’s Sylvain Bugeya takes a closer look at what it could mean for passengers, airlines and the industry itself

S

ince the beginning of 2018, the world has already been marked with at least two major food safety incidents originating from the presence of Listeria monocytogenes (Lm), a food pathogen which can lead to listeriosis. Listeriosis is a serious infection that causes death in an estimated 20% of cases and has a 90% hospitalization rate. Contamination by Lm can occur when food is produced under unsanitary conditions or from cross-contamination from the food processing environment.

In South Africa, more than 1,060 confirmed listeriosis cases and 216 fatalities were reported since January 2017 in what the World Health Organization (WHO) has named “the largest outbreak of listeriosis to [have ever] been detected.” Ready-toeat processed meat contaminated with Lm was identified as the source of the outbreak and it is estimated that up to 15 countries have been affected. Alarmingly, it took over 61 weeks and 978 reported cases before a product recall was issued to the public.

Earlier this year, another high-profile case involving frozen vegetables from a Hungarian plant contaminated with Lm potentially affected 107 countries worldwide. Over the past three years, 47 confirmed cases of listeriosis and nine deaths linked to this plant have been reported in Europe and Australia.

The recall of the contaminated product could take months.

While outbreaks of this magnitude are uncommon, they serve to remind us of the importance of maintaining high food safety and quality standards for food served to our airline and railway passengers. One can only imagine the impact a food safety incident originating from onboard food could have to passengers, to an airline’s reputation and to our global industry. We need only remember the 2004 Shigella sonnei outbreak in Hawaii, U.S., which affected 12 international flights, four countries and up to 1,500 passengers worldwide.

The risks go far beyond damage to the health and well-being of passengers. Increased operational costs; loss of brand equity or customer engagement; social media risk; and regulatory or legal action are important considerations.

If there is anything that can be learned from online social movements it is that consumers today are vocal, interconnected and tech-savvy. The increasing use of mobile technology and social media to share experiences, provide feedback (negative and positive) and collectively organize

60 SEPTEMBER 2018

has forever changed the landscape of airline travel.

With the advent of onboard Wi-Fi, meeting and exceeding passengers’ expectations continues to be at the forefront of airline and railway operators’ strategic direction.

Now, food safety incidents or disappointing onboard food experiences can be easily published in real-time to a plethora of digital channels. Without preventative measures in place to mitigate food safety risks, airlines and railway operators could face much grander consequences than the loss of a single disgruntled passenger.

The control of Lm is a growing concern in the inflight catering industry. In the last 12 months, two catering units in the United States were publicly scrutinized for producing food under unsanitary conditions. Of the two, one unit was identified to have a food processing environment contaminated with Lm. This led several airlines to temporarily suspend or modify their food provisioning from this inflight caterer during one of the busiest times in November/December of last year.

As an industry, we must continue to be vigilant about the safety and well-being of passengers. The risks of contaminated onboard food are real. Airlines and railway operators around the world regularly field complaints related to food poisoning, foreign objects and food quality.

While many are not serious, it still begs the question if we are doing enough to care for passenger.

The QSAI Programme was developed by Medina Quality Inc. and is the world’s first and only auditing program that allows members to share the cost of monitoring and improving the safety and quality of onboard catering.

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BEVERAGE SERVICE

Beer

on the fly The business juggernaut that is the craft brewing industry continues to gain converts, and airlines are recognizing they need to have one or more products from these feisty independent operators in their trolleys

BY RICK LUNDSTROM

T

he brands may not be household names and their reach may be regional, but this past summer brewers from 230 cities in the United States poured their products for parched patrons in a New Oxford Street bar in the Holborn section of London.

The pop-up pub was a partnership between Delta Air Lines and Virgin Atlantic Airways. The beers were selected from destinations in the United States that U.K. travelers could visit by flying the two airlines. To highlight the relationship, the Joint Venture Pub opened its doors to an estimated 5,000 thirsty Brits from August 10 to 19.

Representing Delta’s hometown city of Atlanta was the 420 Pale Ale from SweetWater Brewery, a brand that has developed a loyal following and is prominently featured in the airline’s marketing and promotional material. But the selection of brews stretched from Sixpoint

Beers from 230 American cities were served at the Joint Venture Pub from August 10 to 19

62 SEPTEMBER 2018

Brewery in New York to Cigar City Brewing in Tampa. From the West Coast, San Diego’s Ballast Point Sculpin IPA was served alongside Alaskan Brewing Co.’s Kölsch, which hails from Juneau.

While the ten days served as a celebration of American craft brewing, it was mainly designed to highlight the partnership between the two airlines, brought together by products that are fast moving from trend to mature members of the brewing world. The Brewers Association, which tracks the craft trade in the United States, notes that as of mid-year the volume of small independent U.S. brewers was up 5% from 2017. Moreover, there are currently 6,655 active brewers with 3,000 more planned. While it’s true that some brewers are closing across the country, the number of new brewers is far outpacing the ones that are shuttering.

An exterior picture of the Joint Venture Pub in London’s Holborn section

The 420 Extra Pale Ale from SweetWater Brewery in Atlanta has been a mainstay on Delta Air Lines for several years

Estimates from the Association show that craft beer dollar sales are also up between 7% and 8%.

Up in the air, the trend is gaining speed, too. SweetWater 420, which bears a fighting brown trout on its label, was first introduced on Delta’s Atlanta and New York LaGuardia route. It is now found on every domestic and international route in the Delta system.

Landing Delta as a customer has been an important relationship, raising the company’s visibility and cementing its position among a growing number of brewers popping up in every major and minor city in the United States.

“Twenty-one years ago, we were pretty much only game in town,” said Tucker Berta Sarkisian, Director of Communications at SweetWater Brewery. The company’s 420 Pale Ale is its flagship brand, but like all

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An estimated 5,000 people sampled beers from the Joint Venture Pub during the ten days it was open

independent crafters SweetWater keeps innovation and development churning in order to maintain interest.

Seasonal beers move in and out of rotation and SweetWater plans a coffee porter offering this fall.

Succeeding in the craft brewery game isn’t always easy, and neither was the process that took place to set up the temporary saloon. Early August found Delta’s Aimee Greaves working side by side with counterparts in the U.K., setting up the Joint Venture Pub in the location of what was once the Old Crown Public House near the Holborn tube station for its August 10 to 19 run. Also on hand for the event was Jeff Moomaw, Managing Director of Alliance Integration, who was working to refine the airline’s work with Virgin Atlantic and expand the working relationship with KLM Royal Dutch Airlines and Air France.

Delta operates 39 non-stop flights

A West Coast lineup of beers was part of Alaska Airlines’ updated menu this summer

64 SEPTEMBER 2018

per day to the United Kingdom, but Moomaw admits that there is still a ways to go to make the airline well known.

“We wanted to do this and raise awareness in a really fun way,” he said.

“Pubs are part of life in the U.K.” Greaves said the biggest challenge for the weeklong event was the logistics of bringing 230 beers from cities around the United States across the pond. The airline could not transport the beer in kegs so many of the brands flew in the cargo hold from New York to London Heathrow.

But getting beer to JFK for transport to London is not the only logistical challenge to serving craft beer on an airline. Making sure there’s product on board an aircraft has led many craft producers to rely on national distribution companies. There is also the challenge of managing inventory levels as air travel can go through busy and slow seasons.

On the other end of the country from Delta’s headquarters, Seattlebased Alaska Airlines launched a selection of new menu items this year.

The airline also takes its craft brew selection seriously. Seatback menu cards tell passengers the International Bitterness Units (IBU) designations of its craft selections. For the summer menu, Alaska Airlines added Ballast Point Sculpin IPA from San Diego (70 IBU); Lagunitas 12th Of Never Ale from Petaluma, California (45 IBU); Firestone Walker 805 Blonde Pale Ale from Paso Robles, California (20 IBU); and Alaskan Brewing Kölsch (18 IBU).

“We have taken a leap into focusing on great West Coast brews and what our guests are asking for,” said Todd TraynerCorey, Director of Onboard Food and Beverage at Alaska Airlines. Part of the airline’s strategy is to seek out beers that are perceived to be local or regional and are “on the cusp of becoming national.”

Alaska Airlines also does some one-offs such as beers like Kona Long Board that were added on flights to Hawaii. Closer to home on smaller aircraft, Alaska Airlines pours beer from 22-ounce bottles on flights within Washington and Oregon.

BEER LANDS ON AIR MALTA’S ECONOMY SERVICE On July 12, Air Malta introduced a new inflight catering service in their Economy cabin, featuring over 70 food and drink items, including a local beer option, available for purchase on board by credit card or with cash.

Fresh food items and hot meals prepared by “one of Malta’s most respected chefs,” Chef Neil Darmanin, will also be offered to passengers on longer routes, according to a press release from the airline.

Local snacks and beverages such as Cisk beer, Bajtra liqueur, cheese-flavored Twistees and Kinnie, Malta’s “favorite” soft drink, will be on the menu, as will hot and cold meals including a ham and cheddar brioche, a falafel and hummus wrap, and a tapas tray.

EVENTS

APOT returns Perth was host to three days of socializing and networking this past June when APOT took its 2018 forum Down Under

F

our years in the making, with several stops and starts, the Asia Pacific Onboard Travel event lived up to its goal of bringing industry professionals together for three days of “networking differently.” A total of 132 people registered and attended the three-day event from June 24 to 26 in Perth, Western Australia.

The eerie strains of the Australian didgeridoo and traditional aboriginal dancers kicked off a full-day forum of speakers and delegates, fresh from the previous day’s golf tournament and tours of this Western Australia city, bathed in the sunshine and cool breezes of its mild winter. And the music didn’t stop there.

During the two days, delegates danced and sang (yes, you read that right) their way through an easy event designed to break down barriers and stress the importance of face-to-face contact.

“APOT is absolutely a social network in the truest sense of the meaning,” said Jeremy Clark, CEO of APOT, the host for the day’s event and principal at JC Consulting, in the group’s welcome to delegates. “It works differently, dare I say, in the way it was before the term was hijacked by technology: to provide a platform within a relaxed and enjoyable environment where professionals can meet, discuss and debate our industry.”

All of those goals were visible in one form or another during the daylong forum on June 25. Visitors learned about the plans to advance Western Australia as a tourist destination. They also received an inside look at tourism planning from a marketing executive and a well-known event organizer, both from Abu Dhabi. The importance of catering to halal compliant travelers took up one session.

And if all that wasn’t enough, delegates learned the properties

A total of 130 people registered for this year’s APOT event. Many spent June 25 listening to speeches and panel discussions

66 SEPTEMBER 2018

and curative claims of ionized water in an interesting and entertaining session from a veteran speaker of APOT events.

When visitors weren’t getting down to business, they had plenty of entertainment and hospitality from hosts like APOT founder Chef Keerthi Hapugasdeniya of HappyK Solutions, whose company specializes in inflight services, catering, culinary marketing, menu design, and food and beverage product development. Aiding in the organization was a team of hosts from Perth Inflight Catering. Also hosting the day’s events was Bambang Sujatmiko, the Chairman of APOT and President of PT Aerofoods ACS. An evening of dining and dancing was sponsored by dnata, an important player in the Australian market. Visitors also had the chance to cruise the Swan River, sample wines at the Sandalford Vineyards and visit shops and breweries in a daylong networking and socializing session the following day.

Visitors browsed through a handful of stands offering food and drink. Other sponsors were ACIT Group, Beemster Premium Dutch Cheese, Chelcey Holdings, FORMIA, Juice Revolution, Mallaghan, Malton Inflight, Buzz Products, Portavin and Sunny Queen Meals.

Paul Papalia, Tourism Minister of Western Australia, a state that occupies a third of the massive continent/ country, delivered the day’s keynote address in the afternoon.

During the half-hour rundown, Papalia talked about the region’s economy which has been rocked by a boom and subsequent downturn in the mining industry. Still, the Minister was buoyed by the possibilities of attracting airlines from Asia and the interest of hotel companies.

“There’s been a massive investment in hotel property, particularly in Perth,” he said. An additional 2,000 rooms are planned for the market (among them a Ritz-Carlton and a Hilton in nearby Fremantle) that could bring downward pressure on pricing. No less than seven hotels opened in Western Australia in the past year and another 20 are planned to open by 2020, according to a recent article in The Western Australian.

Bringing tourists from Asia is an important goal of the Ministry. China Southern currently operates five weekly flights to PER, and Papalia said he hopes to see the airline increase its flights to daily. The Ministry is also in negotiations with China Eastern, both major carriers from Japan and airlines from India.

One of the morning speakers was Udaya Indrarathna, who served as a senior advisor for the Chairman’s Office

CREATING GALLEY SPACE WHERE IT DOES NOT EXIST

Introducing

Organizers and delegates at this year’s APOT Asia, left to right, Rakhita Jayawardena of King Power Traveler; Chef Keerthi Hapugasdeniya of HappyK Solutions; Jeremy Clark, APOT CEO; Joanne Cook, Managing Director of SIAL Middle East; and Bambang Sujatmiko, the Chairman of APOT and President of PT Aerofoods ACS

of Abu Dhabi Tourism and Culture Authority and Executive Director Policy and Strategy for the Dubai Tourism and Commerce Marketing. The UAE capital city is experiencing brisk growth in tourism, with approximately five million visitors per year.

Indrarathna brought charts and tables showing that in the past four years the city increased the number of hotel rooms to 35,600, which operated at 79% occupancy last year. By 2020, planners project the city will have more than 47,000 rooms.

The emirate is also experiencing growth in 2018. According to statistics from the Department of Culture and Tourism - Abu Dhabi (DCT Abu Dhabi), the number of hotel guests staying in Abu Dhabi increased by 4.9% during the first five months of this year. Overall, DCT Abu Dhabi reports the 162 hotels, resorts and hotel apartments offering a collective 31,236 rooms across the emirate welcomed 2,073,586 guests from January to May. How to make the best use of time during large events such as the SIAL food show in Abu Dhabi was the subject of a discussion by Joanne Cook, Managing Director of SIAL Middle East, which also hosts the yearly presentation of the Mercury Awards.

Despite the rise of new technologies, Cook stressed, “The Internet is not and never will be enough. People crave in-person experiences.” In fact, Cook said studies show that chief marketing officers allocate 24% of annual budgets on average to events for travel in order to connect with customers, educate attendees and generate new leads.

Finally, the day ended with a one-hour panel discussion on trends in destination travel. That included Vindex Tengker, Vice President of Inflight Services at Garuda Indonesia; Trinh Diem Vy (known as Ms. Vy) of Taste Vietnam Group; Pat Osborn, Head of Sales at dnata Catering; Julie Baxter, Editor of Onboard Hospitality; and Rick Lundstrom, Editor-in-Chief of PAX International.

The International panel compared and contrasted the state of inflight service in various parts of the world.

Over the summer, organizers were busy working to attract sponsors for next year’s APOT Asia, now scheduled for Shanghai.

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• Breads, rolls, buns and sliders • Facility 10 minutes from Toronto Pearson International Airport • Fresh-baked, thaw & serve, and frozen product available daily • Individually-wrapped product available

• Your high-volume needs covered • We service airline caterers and others in the catering industry • We work with schools and hospitals • On-time delivery available across Canada

www.ovenfreshbaking.ca | ordering@ovenfreshbaking.ca + 1-416-232-2113 Ext. 221 Oven Fresh Baking Company Ltd. 853 Kipling Ave Etobicoke, ON M8Z 5G9

WHAT’S HOT

What’s Hot!

 ID-44 and ID-227 headsets – InflightDirect: InflightDirect’s

 Alain Ruby Chocolate – Splendid Group: After

newest earbud, ID-227 (above right), is a comfortable, rubber-tipped earbud that offers a design upgrade with a unique earpiece that allows for easier placement in the ears. The earbud has a neodymium speaker element that provides great sound reproduction.

Another new introduction is ID-44 (above left), the company’s head-

dark, milk and white, ruby is the newest chocolate discovery! The latest flavor from Alain Belgium provides airline passengers with a completely new chocolate taste and color experience.

Guests can immerse themselves in its ruby color and enjoy its intense fruitiness with fresh, sour notes.

Splendid Group invites airlines to create and explore new ideas for their passengers with this unique chocolate taste and color. The product’s shape and branding also can be customized, based on customer needs.

Visit www.splendid.solutions or contact caroline@ splendid.group for more information.

band model. This model is a single-wire version available with either a foam or leather-like earpad. The lightweight new model offers a rectangular earpiece that accommodates a 30mm speaker which is not only comfortable but provides acoustics that rival many retail models.

Visit InflightDirect/Mills Textiles at APEX, booth 117

 Old Fashioned Premium Cocktails – On the Rocks: Staying true to the classic recipe, On The Rocks Premium Cocktails keeps its Old Fashioned strong and simple using a generous pour of Knob Creek Bourbon Whiskey, bitters, cane sugar, orange, cherry and lemon zest. The On The Rocks Cocktails Old Fashioned just launched nationally with United Airlines in both First Class and Economy.

 Ministro Serving Flask –

 Tubes – Delyse: An innovative beverage concept for the travel industry, Tubes are single-serve, ready-to-drink wines, cocktails and mocktails. Tubes save space and weight, are economical and are easy to pack in airline drawers.

Plus, they are 100% recyclable and reusable. No more wasted bottles of wine!

Tubes are currently being served by European airlines and they hope to break into the U.S./Canada market in 2019.

Visit Delyse at IFSA, booths 909 and 911

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Malton Inflight: The Ministro Serving Flask from Malton Inflight (winner of the 2016 Equipment – Production Mercury Award) was designed in London and crafted in Shanghai, resulting in an inflight product that is in-flight tested, used worldwide and offers industry standard-setting features.

Easy to clean, designed for efficiency and complete with hygienic properties and exceptional insulation, the Ministro flask can also be customized to an airline’s colors and etched with its logo.

Visit Malton Inflight at IFSA, booth 414

WHAT’S HOT

 Joon comfort kit – Albéa Travel Designer: Joon airlines, the new airline of the Air France group, has partnered with Albéa Travel Designer for a series of Business and Premium Economy Class comfort kits. The functional kits represent the Joon brand through signature colors and original materials, and will be renewed every year (shape, color, materials). The Business Class kit contains Clarins hydrating ice gel and an exclusive Vallebelle pillow mist in the Hodei fragrance (“Cloud” in Basque), dispensed in Albéa’s best-selling sampler Sofilux (5ml).

 Rock Crab Claws – Clearwater: New to the North American marketplace, Clearwater’s Rock Crab Claws originate from the shores around Holland and the U.K. Prized for their delicate, sweet white meat, Rock Crab Claws are fully cooked and ready-to-serve once thawed.

Perfect as an appetizer, each claw comes triple scored for a convenient and user-friendly eating experience.

 Welsh spring water – Radnor Hills: Radnor Hills has recently launched its refreshing Welsh spring water in a new 250ml tetra prisma carton. The planet-friendly cartons are made out of sustainable paperboard from FSC-approved forests and are great alternatives to stocking water cuplets as they have an easy-to-use foil pull-tab opening, meaning there is no need for plastic straws.

 Air Mauritius children’s amenity kits – skysupply: Since July, young travelers on Air Mauritius flights have received two new amenity kits featuring an exclusive mascot designed by skysupply. The kit featured on inbound flights contains items such as a beach ball and hat that bear the image of a “wacky” dodo (bottom), while the outbound kit (top) includes items to keep kids entertained on their journey home, such as an activity book and coloring set.

 Multipurpose disinfectant wipe – Freshorize: Introducing a powerful, EPA-approved, multipurpose disinfectant wipe. This one-step, single-use wipe contains a deodorizing, broad spectrum disinfectant that has been evaluated against pathogenic bacteria, viruses and fungi, including the flu virus, Salmonella, E. coli, MRSA, SARS, HBV, HVC and HIV-1. In addition, these wipes are bleach-, ammonia- and phosphate-free, and AMS- and Boeing-certified.

Visit Freshorize at IFSA, booths 221 and 223

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WHAT’S HOT

 Frutto D’Oro extra virgin olive oil and balsamic vinaigrette dressing – Group SOI: Group SOI is serving First and Business Class passengers its new premium Frutto D’Oro extra virgin olive oil and balsamic vinaigrette dressing.

The luxury range is made using the finest selection of Italian olives which are hand picked and cold pressed within 24 hours. The result is a healthy, highphenolic olive oil with extremely low acidity levels and a smooth, fruity flavor combined with delicate floral aromas. Other flavors include Lemon Olive Oil, using 100% extract from fresh Sicilian lemons, and also Hot Peperoncino Oil, featuring a hot and spicy taste.

 Qantas eco-friendly amenity kit – FORMIA: FORMIA, the

 Frozen meals – Frankenberg: Producing up to 200,000

international travel amenity and hospitality specialist, in partnership with Qantas Airways, has debuted a brand-new amenity kit made from recyclable PET. Specifically designed for customers travelling in Economy, the kit is thoughtfully curated to meet customers’ travel needs and further enhance the inflight experience, comfort and wellness of Qantas customers.

Visit FORMIA at IFSA, booth 421

meals a day, including quinoa tomate (seen here), Frankenberg has continuously developed the art of high-quality frozen meals for more than 33 years, and remaining environmentally aware has been a key factor in that journey. This family-owned business adheres to ecological policies in manufacturing and sourcing, uses only sustainable and GMO-free products, and sources ingredients as locally as possible.

 Lemon Creme Brulée Egg – Gut Springenheide: Lemon Crème Brulée is a delicious and refreshing dessert with real Tahiti vanilla, served in natural eggshells that no sweets lover can resist. Those who prefer to design their own dishes can take advantage of Gut Springenheide’s eggshells in natural white or brown and colored in gold or silver and several other festive colors.

 Gol Linhas Aéreas Inteligentes Economy and Premium Tableware – Kaelis Group: Created by onboard solutions specialist Kaelis, GOL’s latest tableware for Economy and Premium Class brings simple, clean design in flight. For Economy Class, the airline chose a harmonic disposable set that includes an aluminum casserole dish and disposable plastic bowls and cutlery. For GOL Premium Class, the beautiful rotable set includes a stylish casserole, bowls, metal cutlery, glass, and salt and pepper shakers for the main meal.

 Symphony Collection – Global Inflight Products: Global Inflight Products’ Symphony Collection adds luxury to each flight. The collection features extraordinary and contemporary designs, coupled with high-quality and ultra-strong new bone china to create an unforgettable passenger experience.

Visit Global Inflight Products at IFSA, booths 207, 209, 306 and 308

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WHAT’S HOT

 Soeder* cosmetics – CLIP Limited: CLIP has brought Swiss-made natural cosmetics from Soeder* to the long-haul Business Class passengers of Swiss International Air Lines (SWISS). These delicately fragranced, natural, organic and allergen-free skincare products were created exclusively for SWISS and are only available on board its flights. Soeder* works to create high-quality products that are functional, with a pareddown aesthetic, and their skincare items are produced in Zürich from only natural ingredients.

Visit CLIP Limited at IFSA, booth 324

 Uzbekistan Airways activity kits – AK-Service: Beginning this summer, young travelers on all Uzbekistan Airways flights will be provided with activity kits designed

by AK-Service. Each sky-blue pouch contains games, crayons, an activity book and a lunch box. The knapsack-style pouch is perfect for active children on-the-go, and can be conveniently folded flat so that it can be taken anywhere. According to AK-Service, the company created this kit, as well as all of their children-focused projects, with maximum diversity and interest in mind.

 ACQUA DI PARMA on Etihad – Buzz Products: As of August, premium guests of Etihad Airways will have access to a selection of exclusive amenity kits featuring products from ACQUA DI PARMA, an Italian fragrance brand, in partnership with Buzz Products. Passengers traveling in Etihad’s long-haul First and Business Class cabins and The Residence on the airline’s A380 fleet will be provided with toiletries from ACQUA DI PARMA. Etihad’s flagship First Class Lounge & Spa in Abu Dhabi will also feature products from the brand in its washrooms and showers.

Visit Buzz Products at IFSA, booth 521

 Alitalia kids’ activity kit – Bayart Innovations: A new children’s kit by Bayart Innovations launched on Italian airline Alitalia this past May. It is available to passengers aged two to 12 on intercontinental flights and across all of the airline’s classes: Magnifica, Premium and Economy.The kit has the entertainment of young passengers in mind, with an activity booklet, coloring set and headphones in a postcardinspired pouch. A reversible eye mask, a pair of no-slip socks and a toothbrush set round out the items within the kit.

Visit Bayart Innovations at IFSA, booths 1230 and 1231

 Demi Sec – Bee d’Vine: Bee d’Vine Demi Sec is semi-sweet, fruity and light. It’s non-sparkling with distinctive layered flavors of orange and pine blossom, spiced nuts and tropical fruit. The waxy texture has a silky mouthfeel that tastes like honey but is exceptionally well acid balanced and is non-tannic. This ultra-smooth dessert wine pairs well with spicy foods, desserts – even fruit and cream-based desserts – strong cheeses, or simply as a dessert by itself.

 Air Mauritius baby amenity kit – skysupply: This bright yellow baby kit, made exclusively for Air Mauritius by global inflight equipment specialist skysupply, contains essentials such as a bottle, wet wipes and a plush airplane strap inside a zippered pouch with a friendly baby dodo bird on the outside.

It has been available on all flights and all classes since July.

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FACTS & FIGURES FACTS & FIGURES

Brushing up on Beantown closer look the city IFSA is calling home this this yearyear AA closer look atat the city APEX/AIX is calling home

35 Washington, D.C. Location that tied Boston as the U.S. city with the highest number of people who walk or cycle to work in a 2016 Benchmark Report from the Alliance for Biking and Walking

56x

How many more people went through BOS in 2017 than the amount that live in the city (685,094 in July 2017, as per U.S. Census estimates)

Number of Universities in Boston, together employing more than 42,000 people

63%

December 16, 2023 The 250th anniversary of the Boston Tea Party.

For its 200th anniversary in 1973, a number of commemorative items were released, including plates, stamps and medals

M

Y

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MY

Amount Fenway Park went over capacity when it hosted almost 60,000 people for a 1934 political rally. (It was made to fit 37,673.)

38,412,419 Number of passengers who passed through Logan International Airport (BOS) in 2017

211,044 Number of dents in the Green Monster, Fenway Park’s famed wall, according to a 2014 estimate by The Boston Globe

Molasses The that caused caused aa The liquid liquid that legendary Boston Boston flood flood in in 1919, 1919, legendary killing 21 and injuring 150 150

74 SEPTEMBER 2018 46 TECH | SEPTEMBER 2018 | PAX

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Functional + Beautiful You can have both – that’s the #SpiritOfSPIRIANT

Our premium experience designers create products that are in a class of their own, such as this modular shape from our six new ‘mix and match’ dining series.

Whether developing luxurious items using sustainable materials or customizing high-end products to meet limited budgets, we balance performance with inspiration so that you needn’t compromise. That’s the Spirit of SPIRIANT. www.spiriant.com

Indulge your passengers with an enriched customer experience At LSG Group we understand your passengers’ needs.

We bring together experts from across the travel chain, providing a range of services such as exquisite culinary concepts, onboard sales strategies and professionally trained crews; so that you can deliver the highest standards of excellence and the most memorable passenger experiences. All at the very best value.

Meet us at InnoTrans 2018 18 - 21 September | Berlin, Germany Hall 1.1, Booth 324

Connecting Experts. Creating Experiences.