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WORLD TRAVEL CATERING EXPO HAMBURG Regional Report: Panama Copa Airlines Updates Fleet
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We Deliver, We Innovate.
ONE GATEGROUP, READY TO SERVE YOUR PASSENGERS AROUND THE WORLD Visit gategroup to see our latest innovations. 4-6 April @ World Travel Catering & Onboard Services Expo Hamburg Messe Hall A4, Stand 4C20 / 4D20 / 4E20
EDITOR’S LETTER
PAX International 26 Pearl Street, Mississauga, Ontario L5M 1X2, Canada Tel: (1 905) 821-3344;
GROWING UP WITH THE INDUSTRY
A
ttendees to this year’s PAX International Readership Awards will get a little look at the world of airline catering that existed years before the advent of aircraft like the A380 and Dreamliner and all the rapid technological advancement that has changed the travel experience. There will be plenty of innovation and technology to see on the trade floors of the World Travel Catering Expo & Onboard Services Expo and Aircraft Interiors Expo. Passenger Experience Week grows larger by the year and gets covered by a gaggle of press that planners say will surpass 130, representing magazines, blogs and travelrelated websites. Planned for the Awards evening is a short, thumbnail history of the magazine, with the small group that formed it at its beginnings, through the launch of our website, newsletter and digital issues. Looking back 20 years — fewer years than it takes for a person to grow to adulthood and finish college — it’s amazing
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 Melissa Silva, Editor
how much has changed in the work that we in publishing and the rest of you, in the industry do. We took the first issue of PAX International to another leafy pleasant city, like Hamburg, in the spring of 1997. That city was Vancouver, an important travel hub in the Pacific Northwest that is also ringed in scenic waterways and beckoning outdoors lovers. As coincidence would have it, Canada-based PAX International’s 20th anniversary year falls on the same year as Canadians will be celebrating 150 years since Confederation. Beyond the short look back, at the Awards evening, we do not have much planned to note the 20th Anniversary. We are saving that for year 25. We hope to see all of you then and cannot help but wonder what changes are in store for all of us just five years on.
Tel: (1 905) 821-3344 x21 E-mail: melissa@pax-intl.com CONTRIBUTORS Mary Jane Pittilla
A R T D E PA R T M E N T Jessica Hearn, Art Director E-mail: jessica@globalmarketingcom.ca
ADVERTISING OFFICES Kevin Greene, Advertising Sales Executive Tel: (1 905) 821-3344 x31 E-mail: kevin@pax-intl.com PAX International is published eight times a year (January/February, March/April, May, June, July, September, October/November, December) by PAX International, 26 Pearl Street, Mississauga, Ontario L5M 1X2, Canada. International Distribution. Subscriptions: $200 for one year; $300 for two years; $400 for three years. Art and photographs will not be returned unless accompanied by return postage.
Rick Lundstrom Editor-in-Chief, PAX International
The views expressed in this magazine do not necessarily reflect the views and opinions of the publisher or editor. March/April 2017, Vol. 24, No. 3. Printed in Canada. All rights reserved. Nothing may be reprinted in whole or in part without written permission from the publisher. © PAX International magazine
ISSN 1206-5714 Key title: Pax International
www.pax-intl.com | PAX INTERNATIONAL | 3
From product development to crew incentives, our Buy Onboard programme delivers seamless value to your business and customers—meaning you can stay focused on flying. Ground handling • Cargo • Catering • Travel
Visit our stand at World Travel Catering Expo 4 – 6 April, Hamburg, Stand 1F10
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Contents 44
CATERING
18 PAX CHECKS IN ON…
dnata SVP Robin Padgett talks about company goals and plans for this year’s World Travel Catering and Onboard Services Expo
20 QSAI 2016
Top onboard caterers honored at the annual QSAI Excellence Awards Ceremony in Athens, Greece!
REGIONAL REPORT: PANAMA 24 BUILDING ON SUCCESS
55
2016 was an action-packed year for leading operator Motta Internacional, and 2017 promises to be even busier as a number of ambitious projects come to fruition
34 COPA MAXS OUT
Panama’s flag carrier is preparing for a big year, with a major 737 delivery schedule set for 2018
PARTNERS
36 AHEAD TOGETHER
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WORLD TRAVEL CATERING EXPO HAMBURG Regional Report: Panama Copa Airlines Updates Fleet
With the acquisition of Servair completed, gategroup has become a player with greatly expanded reach and inroads to a growing China market and greater culinary expertise
ON THE COVER:
41 MANDARIN TRANSLATION
Eggs Benedict served with style on Virgin Trains.Story on Page 80.
AMENITIES
44 MAGIC IN THE BAG
Now in its second decade, the TravelPlus Amenity Bag Awards brings together designers, suppliers and airline customers to celebrate creativity in design and contents
47 BETTER, TOGETHER 20
WORLD’S TOP ONBOARD CATERERS ANNOUNCED p.
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GATEGROUP AND SERVAIR p.
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VIRGIN TRAINS p. SPARKLES
DEPARTMENTS 3
EDITOR’S NOTE
11
NEWS
14
PEOPLE NEWS
85
WHAT’S HOT
90
ASSOCIATION NEWS
90
CALENDAR
8 | PAX INTERNATIONAL | MARCH/APRIL 2017
Focused on designing the best in next generation onboard guest experience and hospitality, newly-formed Galileo Watermark is creating solutions that are driven by thought leadership, better passenger understanding and futurefocused thinking
52 A FRESH APPROACH
Although relatively new to the passenger services industry, French creative firm Anaïk is using its 40-plus years of branding experience to develop amenity kits with bespoke appeal
COMFORT ITEMS
55 ECO COMFORT
As sustainability gains ground in the airline sector, PAX International rounds up the latest novelties and trends in the comfort items category
WWW.FORMIA.COM
Visit us at WTCE 2017 Booth 1E40, Hall A1
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68 GUEST COLUMNS
50 A FRESH LOOK INTO PASSENGER
SENSORY EXPERIENCE By Dr. Stathis Kefallonitis. Founder & President branding.aero
61 BRANDS BREAKING IN
70
Lance Hayward, Managing Director and Founder of The Hayward Partnership addresses the opportunities and challenges of getting products listed in the rapidly growing airline buy-on-board sector
74 A TASTE OF HONEY
A beverage as old as civilization is finding inroads at one airline, and offers a tantalizingly sweet glimpse into the past
UNIFORMS
59 A STEP AHEAD
Armed with comfortable, high quality uniforms and footwear, SKYPRO is changing the way airlines view and select attire for their crews
DUTY FREE
63 TRACKING THE UBER-SHOPPERS
Researcher i2i Group reveals the most important mega trends among Chinese global travelers that will shape the shopping environment this year
66 MANDARIN TRANSLATION
INNOVATION ON THE TRADE FLOOR 68 GAME-CHANGERS
Product innovations from new and established suppliers to inspire air and rail operators can be found at this year’s WTCE What’s New Onboard stop
SPECIALTY CATERING
70 FOOD FOR THOUGHT
From gluten-, preservative- and additive-free to a handful of other labels in-between, the inflight meal service has never been more complicated — or inclusionary, than it is today
BEVERAGE SERVICE
75 HALF THE BATTLE
Whether its selling bottles of wine or pouring for the passengers, coordinating galleys and distributing beverages is a challenge that has brought developments from two companies
76 FRONT-LINE SALES
Airlines and suppliers may have to deal with shifts in currency and fickle weather, but on several charter airlines in the U.K., they can count on a motivated sales force to help get products into the hands of passengers
INDUSTRY Q&A
78 FOLLOWING THE TRENDS
A robust growth in air travel is driving attendance and interest in the industry’s largest catering event, says WTCE Event Director Archana Sharma
RAIL SERVICE
80 A TOUCH OF SPARKLE
The catering team onboard U.K. operator Virgin Trains West Coast is determined to deliver the wow factor in its First and Standard Class menus
82 ROLLING ON THE CANADIAN
82 10 | PAX INTERNATIONAL | MARCH/APRIL 2017
Via Rail’s flagship service is a four-day, four-night trip that exposes the traveler to a vast expanse and the best of the country’s cuisines
83 EVENT COVERAGE
Abu Dhabi to host the 36th edition of the Mercury Awards
NEWS AIRLINE NEWS
Retail inMotion expands work with LATAM The LSG Group announced February 15, it introduced a new service model on LATAM Airlines domestic flights in Colombia. The new onboard retail concept is part of a larger agreement between LATAM Airlines Group and Retail inMotion Latin America that will cover domestic flights in Argentina, Chile, Colombia, Ecuador and Peru. The new concept will be implemented gradually in the first half of this year. Retail inMotion will provide the airline with its proprietary software for an end-toend inflight retail technology platform. In addition, Retail inMotion will administrate food and beverage services for LATAM Airlines Group in those markets. “This extensive, fully-outsourced contract with LATAM Airlines is an overwhelming confirmation of Retail inMotion’s innovative and flexible solutions and clearly positions us as the onboard retail market leader in Latin America,” said Stefan Patermann, CCO Retail inMotion. “Our team is very pleased to use our profound expertise in this dynamic industry to bring LATAM a world-class service.” LATAM offers flights to approximately 140 destinations in 25 countries. LSG Sky Chefs is the current provider of traditional catering services for LATAM in various locations, including domestic flights in Chile.
airberlin adds cities to restaurant service
Passengers on airberlin’s long-haul flights from Dusseldorf and flights from New York and Abu Dhabi can now order restaurant meals in advance on the carrier’s airgusto restaurant service. The service is available for passengers in Economy Class who order the meals no later than 12 hours before the flight. They can choose from a selection of more than 20 meals from 17 restaurants. The meals are prepared by airline catering chefs using the original meals recipes. Among the offerings is the Menta Cucina Italiana dish. A restaurant called Seoul offers Korean cuisine on flights from Dusseldorf. In New York, Burger Joint has offered an American style hamburger while macaroni and cheese is offered from Macbar. In Abu Dhabi, airgusto meals are Tuscan selection from Circo and Lebanese meals from Byblos. The three course meals range from €19 to €39 (US$20 to $41). To order the meals, airberlin uses a company called iFLEAT, which provides passenger with a free app. The company, founded by former gategroup executive Jaap Roukens who teamed with airberlin in October of last year with partnerships with five Berlin restaurants. At this year’s WTCE iFleat will be exhibiting. “I firmly believe iFLEAT is a game changer when it comes to the passenger experience,” said Roukens. “It’s simple to set up, easy to operate and most importantly, offers travelers a large election of tasty restaurant food delivered by the cabin crew to the comfort of their plane seats.”
Sauerbraten in on the menu on airberlin flights from Dusseldorf
Hong Kong Airlines unveils new amenity kits for long haul flights Hong Kong Airlines has rolled out its new amenity kits for all long haul flights, to both Business Class and Economy Class passengers. The airline has partnered with in-flight experience specialists Clip and local design house Ricebowl Republic to create the new Business Class amenity kits. The set of four individual amenity kit bags feature iconic symbols of Hong Kong; the Star Ferry, the historic rickshaw, the tram and Hong Kong city skyline, and represent different facets of Hong Kong heritage and culture. The simple and understated outer design when opened, is contrasted by an eye-catching patterned lining on the inside, creating a visual surprise making the bag design even more unique. The Business Class amenity kit includes specially designed eye masks and socks together with ear plugs, a dental set as well as shea butter ultra-rich lip balm and hand cream from French skincare brand L’OCCITANE. Economy Class passengers on long haul flights receive a light amenity pack including an eye mask, socks, earplug, and dental set in a branded drawstring bag.
Hong Kong Airlines new kits designed by Hong Kong-based CLIP
www.pax-intl.com | PAX INTERNATIONAL | 11
NEWS AIRLINE NEWS
Garuda outfits FC/BC with WESSCO kits Textures and motifs from the tropical location and traditions of the island nation it calls home can be found in the new First and Business Class amenity kits for Garuda Indonesia, designed and supplied by WESSCO International. The inner lining for the First and Business Class kits is a reinterpretation of the Indonesian “tenun” or woven cloth common design in Indonesia. The First Class bag is made of canvas with an outer drawstring pouch, giving the kit potential for use after the flight The kit has a toothbrush and Colgate toothpaste and a lip balm stick. It is also packed with Hermès Eau d’Orange Verte perfumed body lotion, soothing face balm, and romance card. The product has a unique scent inspired by undergrowth moist with morning dew. The Hermès cosmetic arrangement comes in a cloud-white pouch with flat drawstrings. For the Business Class offering, Garuda chose a selection of Clarins products that include Moisture Rich Body Lotion, Moisture Replenishing Lip Balm, HydraQuench Cream, and Invigorating Fragrance. The bag also includes a hairbrush, earplugs, eyeshades, slippers, a toothbrush and Colgate toothpaste. The kit is a versatile linen and microfiber bag with Indonesian motifs Garuda also worked with WESSCO on the Economy Class Kits. The kits are adorned with Batik motifs representing palm fruit, water and light, and magic attributes with symbolism of humankind and the universe. It contains eyeshades, socks and earplugs.
Clarins products are part of their Business Class kits on Garuda Indonesia
CATERING
FlyFit offers chocolaty health to SQ passengers The team at FlyFit announced in March the company’s 70% cacao chocolates are now in two flavors and now supplied to Singapore in Airlines First Class and Business Class. Among the new chocolate offerings by FlyFit are a 70% dark chocolate and a 70% dark chocolate infused with pomegranate flakes. Both are offered in servings of 7.5 grams. The products are made from the seed of the cocoa tree, which the company says is one of the best sources of antioxidants in the world. 12 | PAX INTERNATIONAL | MARCH/APRIL 2017
CATERING
Flying Food Group adds customers at JFK, IAD Flying Food Group now Flying Food caters Emirates and XiaGroup now caters five men Airlines out of two customers at Washington East Coast gateways, the Dulles caterer in early March. Emirates has chosen Flying Food Group IAD to cater its existing route of daily flights between Washington Dulles and Dubai. Emirates switched to FFG at IAD March 1 said Nicolas Rondeau, FFG Executive Vice President, Airline Sales. The company’s unit at IAD is 48,000 square feet and within five miles of Dulles International Airport. The facility debuted in December 2015 servicing launch customer Virgin Atlantic. FFG IAD customers now include: Emirates – daily flights, Washington Dulles to Dubai (March 2017); Royal Air Maroc - three flights weekly flights from Washington Dulles to Casablanca (September 2016); Ethiopian Airlines - seven flights weekly flights from Washington Dulles to Addis Ababa (September 2016); Lufthansa German Airlines - two flights daily flights, Washington Dulles to Frankfurt/Munich (January 2017); and Virgin Atlantic - daily flights Washington Dulles to London (December 2015). Xiamen Airlines has chosen Flying Food Group JFK to cater its new, three flights weekly route between New York JFK and Fuzhou, China. The inaugural 787 flight launched February 15. JFK is Xiamen’s second U.S. gateway. “FFG welcomes Xiamen at JFK,” said Rondeau. “We look forward to a long, productive partnership.” In other news Philippine Airlines presented Flying Food Group Honolulu with PAL’s Mubuhay Award Trophy as Best Airline Caterer, second runner up, in the Transpacific, Australia and Europe Region for 2015. Mubuhay award winners for 2015 were announced in 2016. Jaime Arturo L. Viola, PAL Senior Assistant Vice President Catering Operations, presented the trophy to Flying Food Vice President of Sales and Service Bob Sun and HNL Customer Service Manager Les Nakamura and their team late last month at FFG’s Honolulu kitchen.
FlyFit’s new Cocoa snacks have received “very positive” feedback since being introduced at the gate on Singapore Airlines
NEWS CATERING
RMT to feature Norduyn products in portfolio RMT Global Partners and Norduyn, Inc. have joined in partnership to promote and sell Norduyn Quantum FleX trolleys, oven inserts, trays, waste bins, Atlas standard drawers and carriers to U.S.-based airlines. “We at Norduyn are delighted about the new partnership with RMT Global Partners, a well-established inflight service equipment provider with expertise in the aviation market,” Says Mathieu Boivin President and CEO of Norduyn. “The now enhanced product portfolio will bring added value to airlines enabling them to purchase a full range of required mobile service equipment from a single source.” This enthusiasm is shared by Richard Tuttle, CEO and Managing Partner for RMT Global Partners, “Our new partnership with Norduyn is very exciting and will enable us to offer our customers an entirely new line of quality products. We are extremely happy to represent them and look forward to working with Norduyn as we both grow into the future!” The Quantum FleX family of trolleys is made from mostly composite materials. It is easier to maintain than traditional all-aluminum trolleys lowering overall maintenance costs and is available in Standard and Half sizes with multiple configurations.
All of these products and more can be seen at the RMT Global Partners’ stand 1F58 at WTCE 2017 and at Norduyn’s stand 7A60 at AIX 2017. Both companies welcome attendees to visit their booths to learn more about their products and new partnership.
Norduyn plans several new accessories for its FleX trolleys to be shown in Hamburg
www.pax-intl.com | PAX INTERNATIONAL | 13
PEOPLE NEWS
APEX CEO joins IFSA Leadership The International Flight Services Association (IFSA) announced recently that Joe Leader, the CEO of the Airline Passenger Experience Association (APEX) would also be supporting IFSA with a similar title and duties. “The IFSA Board is excited to bring Mr. Leader on board and believe that he will be an important member of our team,” said IFSA President Jane Bernier-Tran, in an announcement to the Association’s members at the end of January. “We are confident that he will assist IFSA in broadening its portfolio, increasing airline engagement, building partnerships and assisting the Board with strategic initiatives.” As IFSA CEO, Leader will work to expand membership worldwide, grow airline participation at the annual EXPO and represent IFSA interests at related industry conferences such as FTE, AIX and Skift. With a CEO, Bernier-Tran said the group would have a larger pool of contacts, customers, friends and colleagues as a result of a growing our international IFSA network and community. “Our size and international presence will enhance our ability to advocate on issues impacting our businesses,” she said. “And the boost in resources will put IFSA in a better position to be more strategic by enhancing our services to members.”
Joe Leader
Zandi has more than 30 years of experience in hospitality, business management and retail and restaurant development and operations. “Fraport is a major international player with an impressive wealth of knowledge, talent and resources,” said Zandi. “I am passionately committed to positioning the Airmall brand for the 21st Century as best in class by creBen Zandi ating breakthrough services, products and experiences to serve the shifting customer base. It’s an exciting time.” Zandi joins Airmall following his role as executive vice president of operations of PGHC Inc., a privately owned restaurant company based in Dedham, Massachusetts with annual revenue of $250 million. Before joining PGHC Inc., Zandi owned and operated Zanick Inc., a regional restaurant group and consulting firm based in Bristol, Tennessee, and grew the business to more than $15 million in annual revenue. He also served as director of operations of all retail, food and beverage concessions in major airports for Host Corporation by Marriott for 13 years.
Conrad is new Clip Sales Director
Zandi new President/CEO at Airmall USA Airmall USA announced in January the appointment of Ben Zandi as president and chief executive officer, overseeing the North American operations of its parent company, Fraport. Fraport serves more than 230 million travelers in 24 airports and nine countries. In the U.S., its airport concessions program, Airmall, is in four major airports.
14 | PAX INTERNATIONAL | MARCH/APRIL 2017
Onboard products supplier Clip has added Kris Conrad as Sales Director for Americas and Middle East. His primary responsibilities will be to develop the Clip brand in North and South America and further support the Middle East region. Conrad has worked in the aviation industry for more than two decades, starting as a baggage handler, ticket counter, sales, marketing, and independent consultant. He was a sales and account manager for Southwest Airlines, worked in several positions at American Airlines/Sabre, Travelport (formerly Worldspan), Five Oceans (Gate Gourmet) as Kris Conrad Sales Director, and in Dubai for Emirates Group. Conrad lived in Dubai for three years working with the Emirates Group while covering North America. His travels have been extensive in Europe, Middle East, North Africa, Australasia and Asia.
Delicious egg specialities exquisitely prepared.
Visit us: Visit us:
Hall A1, Stand No. 1C80
Gut Springenheide GmbH • Weiner 152 • 48607 Ochtrup • Germany Tel. +49 (0) 25 53/10 22 • fax 10 25 • E-Mail: info@gutspringenheide.de
I N V I TAT I O N
PEOPLE NEWS
Bickelmann is Linstol’s Director, Global Brand Development Amy Bickelmann
Amy Bickelmann has been appointed Director, Global Brand Development for Linstol. She will be based in Linstol’s U.S., office and work closely with its U.K., Canadian and Hong Kong teams to strategically develop and maintain brand relationships to support the airline industry. Bickelman has 15 years experience as a flight attendant at Delta Air Lines and nine years of experience as a Relationship Manager at Trading Technologies in New York. She joined Linstol in November 2015 as a Sales Manager. “Amy has a passion for bringing innovative concepts to market and is an integral part of our team,” said Linstol CEO Mark Russell. “Amy’s authenticity and confidence are immediately apparent and her dedication to creating mutually beneficial relationships is inspiring. Amy is a true asset and I look forward to seeing her continue to bring value to our team, our airline clients and our brand partners.”
FORMIA names director for new U.S. operation FORMIA, announced in March plans to establish brand, marketing and sales operation in the United States and named Niklas Sandor the Regional Director “With its local presence, FORMIA Americas will considerably improve support to the local client base, while boosting the growth opportunities for FORMIA in both North and South America,” said a release from the Hong Kong based company. Sandor has more than 15 years of experience in the inflight catering and product sector, most recently holding senior management and commercial positions. “This is a further big stepping stone in FORMIA’s global expansion to be closer and provide excellent service to our clients. We are glad to have Niklas, with his outstanding industry experience and network, join the FORMIA team,” says Roland Grohmann, Managing Director of FORMIA. Niklas Sandor
PURE CHOCOLATES FLYFIT IMPROVES THE NUTRITIONAL WELL-BEING OF PEOPLE ON THE MOVE
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16 | PAX INTERNATIONAL | MARCH/APRIL 2017
INDUSTRY Q&A
PAX Checks in on… dnata SVP Robin Padgett talks about goals and plans for this year’s World Travel Catering and Onboard Services Expo
I
n February, the Singapore catering team at dnata earned accolades from SWISS International Air Lines as its top-performing caterer for 2016. With a score of 99.6 out of 100 against agreed SLAs, which cover all aspects of quality and service performance. dnata has catered to SWISS in Singapore for more than three years, seven flights per week from Changi Airport. “It’s great to have our dedication to quality product and service delivery honoured by SWISS,” said dnata Singapore Chief Operating Officer Lee Farrelly in the February announcement. “Our entire team strives for improvement daily and its very gratifying that our efforts deliver clear results to our customers.” The accolade kicked off what will no doubt be a busy year for the Emirates Group caterer, which logged US$514 million in sales and produced 57 million meals in 2016. Before this year’s World Travel Catering and Onboard Services Expo, Robin Padgett, dnata’s Divisional Senior Vice President of Catering answered a few short questions from PAX International. PAX International: How often do the food trends in restaurants around the world make their way into menus for dnata airline customers?
CREATING GALLEY SPACE WHERE IT DOES NOT EXIST
Introducing Flex-e-Bags New Friend
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Your space saving companions in the galley
Robin Padgett
Robin Padgett: Understanding current and potential future food trends is critical, as travellers increasingly expect airlines to provide the same quality and diversity of offering they’d expect on the high street. From health-focused trends, to portion types and packaging designs, we work with our airline partners to deliver to their preferences and those of their customers. PAX: Is there a “hot” cuisine making its way through the airline catering world now? Padgett: Airlines and travellers are placing more emphasis on provenance and it’s this focus that remains top of mind for airlines, and increasingly travellers, regardless of cuisine. Being able to communicate where product comes from and the journey it has taken is important. PAX: What should suppliers at events such as WTCE know about effectively selling products to dnata? Padgett: We are a diverse caterer, providing traditional catering, onboard retail, outdoor and event catering and operating more than 50 food and beverage outlets across the globe. With that in mind, we deal with a very diverse range of suppliers across our business so we’re very open to meeting suppliers, big or small, at events like WTCE. Effectively supplying to us requires the same focus on quality and attention to detail that we provide to our customers. PAX: The dnata website lists areas for suppliers. How often do you get a match from the website? Padgett: dnata.com is the primary channel for interested suppliers to access our supplier portal. Each week we get at least a few supplier registrations, via dnata.com.
Visit our stand at the WTCE 1F88
www.onboardlogistics.com 18 | PAX INTERNATIONAL | MARCH/APRIL 2017
PAX: What are some of your goals and plans for the event in Hamburg? What other events to you attend in the course of a year? Padgett: WTCE Hamburg provides an opportunity to connect our own global teams with our growing network of customers, operating in different markets. It’s a great chance to showcase our broader network and skilled teams to these customers, and build deeper relationships. Our people visit different events throughout the year but as dnata we only exhibit at WTCE Hamburg, for now.
QSAI AWARDS 2016
Top onboard caterers receive QSAI Awards for achieving excellence in food safety and quality
Y
ear after year, more than 250 catering facilities from over 50 countries eagerly wait for the annual ceremony presented by a global roster of airlines and rail operators — that together, are the alliance members of the Quality and Safety Alliances Onboard Services (QSAI) programme — where quality assurance expert Medina Quality (MQ) announces the world’s top onboard caterers. For the past five years — this year marking the sixth — MQ has hosted the QSAI
20 | PAX INTERNATIONAL | MARCH/APRIL 2017
With a historic theme in mind, Medina Quality and QSAI Alliance Members headed to Athens, Greece to host this year’s QSAI Awards ceremony where the world’s top onboard caterers were honored by MELISSA SILVA
Excellence Awards, which are presented by airlines and rail operators that are the alliance members of the QSAI programme — a programme managed by MQ and developed in collaboration with its clients, that monitors and improves the safety and quality of onboard food. Many of the world’s top airlines and railway operators participate in the programme, including: Air Canada, Air Canada Rouge, Air France, Air Tahiti Nui, Aeroflot Russian Airlines, All Nippon Air-
ways, Eurostar, KLM Royal Dutch Airlines, Korean Air, Singapore Airlines, Virgin Atlantic Airways, and Via Rail Canada. “QSAI is an alliance of the world’s top passenger carriers working together with their onboard caterers to drive excellence in the safety, quality and value of on-board food,” says Sylvain Bugeya, Operations Manager – CRM of Medina Quality. “The annual QSAI Excellence Awards provides the opportunity to recognize the dedication, hard work, and achievements of the
QSAI AWARDS 2016 top onboard caterers. It is a celebration of their commitment to protecting the health and satisfaction of passengers and crew.” In addition to providing well-deserved recognition for caterers’ top marks in food safety and quality audits, and for being leaders in delivering safe, high quality onboard food, the QSAI Excellence Awards also provide catering leaders, airlines and rail operators with opportunities to network, make lasting connections and promote their exemplary performance. Upholding a global focus, the awards are divided into three geographic regions: Americas, Asia and Europe/Middle East/Africa. A total of nine awards (gold, silver and bronze for each region) along with the coveted Platinum Award for Worldwide Excellence — presented to one outstanding onboard caterer — were handed out by MQ and QSAI Alliance Members at this year’s Excellence Awards Ceremony held at the Petreza Estate in Athens, Greece on February 22nd.
Before the ceremony, attendees were given the opportunity to explore historic Athens by visiting an array of city hot spots, including: Melina Cafe, a cafe named after Melina Mercouri, a well-loved Greek politician and 1940s movie star; Psaras Taverna, a restaurant located in Plaka, Athens oldest neighborhood; Acropolis Museum, one of the world’s greatest cultural monuments; and Monastiraki Market, a exciting and buzzing flea market. The gold-winning onboard catering facilities for 2016 are: Goddard Catering Group — El Dorado International Airport (BOG), Bogota for the Americas; Royal Inflight Catering Co., Ltd. — Kansai International Airport (KIX), Osaka for Asia; and Servair — Murtala Muhammed International Airport (LOS), Lagos for Europe/Middle East/Africa. In addition to receiving the QSAI gold award for Europe/Middle East/Africa, Servair (LOS) accepted the coveted QSAI Platinum Award for Worldwide Excellence, demonstrating an impressive leap from the
2016 QSAI Awards Ceremony Attendees (QSAI Award Winners, QSAI Alliance Members & Medina Quality)
Sylvain Bugeya, Operations Manager, Client Relationship Management for Medina Quality
22 | PAX INTERNATIONAL | MARCH/APRIL 2017
past two years, which saw them take home the bronze award in the same category in 2014 and 2015. Looking forward to next year’s awards — and ceremony — it will likely be the same as it is every year — a tough race to the finish line, with caterers vying for the top honors, including the highest, the Platinum Worldwide Award. Although the specifics for next year’s event have not yet been decided or revealed, based on this year and years prior, it is expected to be much the same — just as exciting, with an equal amount of anticipation and a new group of esteemed winners.
To learn more, visit qsaiinternational.com Follow QSAI Awards on Twitter @QSAIAwards
David Medina, CEO Medina Quality
Overjoyed Servair Nigeria - LOS wins EMEA Gold & Worldwide Platinum Awards making LSG Sky Chefs - MUC the silver winner for EMEA. Pictured left to right: Rainer Geng, LSG Sky Chefs – MUC; Oliver Barthelmeh, LSG Sky Chefs; Peter Stauch, LSG Sky Chefs – MUC; Gerard Bourg, Servair Nigeria – LOS; Leye Akingbe, Servair Nigeria – LOS; Adetunji Joseph Ogunremi, Servair Nigeria – LOS; Gaël Lokossou, Servair Nigeria; Lionel Murray, Air Canada
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REGIONAL REPORT: PANAMA
Pictured from left at Motta Internacional’s headquarters in Panama City are Carlos Alberto Motta, Director, Motta Internacional, AJ Khan, Publisher, Americas Duty Free & Travel Retailing and Erasmo Orillac, Director, Motta Internacional
Building on
success
I
t’s an exciting time to be at the helm of Motta Internacional, the leading duty free operator in Central America, South America, and the Caribbean. Among other developments, the warming of Cuba-United States relations that began in December 2014 has opened up fresh opportunities for the Panama-based company that’s seeing its much-respected duty free business grow year-on-year. In a frank interview with Publisher
24 | PAX INTERNATIONAL | MARCH/APRIL 2017
2016 was an action-packed year for leading operator Motta Internacional, and 2017 promises to be even busier as a number of ambitious projects come to fruition by
AJ Khan at Americas Duty Free & Travel Retailing in Motta Internacional’s Panama City headquarters, Erasmo Orillac, Director, reports “a lot of developments” going on at the company. “We have a few projects going on in the duty free industry that are going to be a challenge. Some are already work in progress and some are in the planning,” he says. “Work in progress is Havana, Cuba. We are in the process of opening a duty free
AJ KHAN
shop in Havana and three other smaller airports. We’re negotiating the contracts as we speak and it’s a very complex situation but things are moving along very well and we are targeting to open in the third quarter of 2017. It’s very interesting and challenging.” Havana José Martí International Airport already has one shop operated by CIMEX, a local Cuban general trading company, and Motta Internacional has
60 s i nc e 1 9
REGIONAL REPORT: PANAMA signed a joint venture with CIMEX to operate the airport’s duty free business. Orillac sees this new development as a positive challenge. “It’s a good challenge, in view of the opening between the US and Cuba,” he says. “It’s going to be an airport that will have a lot of traffic – no question about it. A lot of people will go by boat, but a lot of people will fly over. So it’s a challenge, but a good challenge to have.”
Concession renewals and winning bids
In a further development outside of Cuba, Motta Internacional has renewed its concession in Venezuela for five years. Again, Orillac is optimistic about this well-established operation. “It’s an interesting situation; we have been there for 15 years.” In addition, Orillac reported the renewal of the company’s contract in Bogotá, Colombia until 2027, where an additional A painting of (from left) Alberto Motta Cardoze and Alberto Pancho Motta Jr. hanging on the wall at Motta Internacional’s headquarters in Panama City
26 | PAX INTERNATIONAL | MARCH/APRIL 2017
618 square meters of retail has been added in the new section of the airport that will open in June or July. “We’re working on that as we speak,” he enthuses. “Our main store needed a facelift after some years and we’re also reshuffling a bit within the store. We also won a contract for 10 years in Cali, a smaller airport in Colombia. It’s a brand new terminal and we are setting up shop there.” In Trinidad and Tobago, Motta Internacional recently won a bid for the duty free business and everything is ready to go. At time of print, the firm was preparing for a soft opening in March of this year.
Increasing the average ticket per passenger
Right now, Motta Internacional is gearing up for the new opportunities at Tocumen International Airport on its home turf in Panama City. Orillac says the company
will be participating in the bidding for two clothing boutiques in the new Terminal 2, which is currently being built. In addition, it will be bidding for a consumer electronics specialty monobrand shop. Turning to duty free sales, 2016 was better than 2015 as far as sell-out was concerned – the company was up 15% overall. Orillac believes this double-digit result is due to working “very hard” on the training of its store managers and sales staff. “We’ve been able to succeed in increasing the average ticket per passenger by half a product,” he says. The penetration rate depends on the dwell time that people have in the airport, and some airports in its portfolio are better than others. Panama is not the best airport for dwell time, notes Orillac, because the main carrier is Copa Airlines and the average connecting time is 56 minutes, which offers very little time for shopping. Here,
REGIONAL REPORT: PANAMA
The soft opening of Motta Internacional’s Trinidad and Tobago store took place in early March 2017
penetration rate is up to 10%. However, an airport like Quito in Ecuador, where people have more time, is seeing a higher penetration rate – up to 20%. Orillac adds that Motta International has benefited from a few new carriers serving Tocumen International Airport, such as Turkish Airlines. The top three product categories in duty free change from airport to airport and from arrivals to departures. In arrivals, liquor is number one and perfumes and cosmetics is number two, closely followed by confectionery. In departures, perfumes and cosmetics is number one, followed by liquor, cigarettes, and confectionery. In terms of nationalities, Brazilians have always been good customers. “When they had the currency crisis in the last couple of years the traffic went down, but they are rebounding back,” says Orillac. “I would say Brazilians are number one, Colombians number two, and Argentineans are number three.”
Major changes in purchasing behavior
In recent years, Orillac has observed a major trend in purchasing habits. Pas-
28 | PAX INTERNATIONAL | MARCH/APRIL 2017
sengers are now very well informed on prices. Using their smartphones and taking advantage of the free Wi-Fi at the airport, they can check prices worldwide at a click. “The younger crowd, the millennials, they are so good at using cellphones for internet pricing, they know everything,” he says. The use of credit cards as a paying method has also surged. A few years ago, 60% of transactions were made in cash, and now it’s only 25%. That affects the company’s sales as there is bank commission. There’s also a trend among passengers towards buying better products, he notes. “The new generation want to buy the very best; they want the latest product on the market, the most fashionable product on the market. They know exactly which is the latest model. They are very smart shoppers and very well educated. They know what they want and if you don’t have it, they don’t buy it. They travel light, too. They like smaller products they can stick in their carry-on bag, and they have no suitcase.” In response to the changes in customer behavior, Motta Internacional has shaken up its promotional tactics, introducing two new initiatives. The firm used to produce one booklet per month for promotions, but now it issues one booklet every 15 days,
because “customers like to see new things”. The other thing that’s doing very well for the company is the website www.attenza. net, where passengers can pre-order on the internet and pick up and pay at the airport. The company guarantees it will have their package waiting for them at the airport, where their payment is then processed. “That’s increasing every month, and when you look at the age of the shoppers, those 35 and younger make up 80-85% of preorder sales. Passengers aged 35 and older buy physically [in the store].” New listings are introduced all the time, says Orillac, but several products have been a hit in past two years. They include GoPro action cameras – a “fantastic” category, he says – and cellphones. The other popular category is top quality headphones: in ear, over ear, and especially noise reduction. Shoppers are opting for top brands like Bose, priced between US$250 and US$299. One future development that Motta Internacional has its eye on is to provide an inflight duty free service for Copa Airlines, which currently does not operate such a service. “We’ve spoken to Copa about duty free and they’ve got the facts. Motta would love to do it and we have a plan, we’re ready to do it.”
REGIONAL REPORT: PANAMA
Una trayectoria
continua de
ÉXITOS
El 2016 fue un año pleno de acción para el prestigioso operador Motta Internacional, y el 2017 promete ser aún más activo, en la medida que dan frutos varios proyectos ambiciosos.
E
s una ocasión emocionante estar al mando de Motta Internacional, el principal operador en Centroamérica, Suramérica y el Caribe. Entre otros acontecimientos i mportantes , el “deshielo” de las relaciones entre Cuba y los Estados Unidos que comenzó en diciembre del 2014 ha propiciado nuevas oportunidades para la compañía radicada en Panamá, cuyo respetado negocio duty free crece de año en año. En una franca entrevista con AJ Khan, Jefe de Redacción de Americas Duty Free en las oficinas centrales de Motta Internacional en Ciudad Panamá; Erasmo Orillac, director de la compañía, se refirió a “muchos acontecimientos” que están ocurriendo en la misma. “Tenemos algunos proyectos en el sector duty free que serán un desafío. Algunos ya son obras en progreso, y otros en fase de planificación”, expresó Orillac. “Por ejemplo, una obra en progresión en La Habana, Cuba. Estamos en el proceso de inaugurar una tienda duty free en el aeropuerto de La Habana, y en otros tres más pequeños. En este instante estamos negociando los contratos, una situación muy compleja, pero todo marcha muy bien, y nos proponemos abrir en el tercer trimestre del 2017. Es muy interesante y estimulante”, añadió el alto funcionario de Motta Internacional. El Aeropuerto Internacional José Martí ya cuenta con una tienda operada por CIMEX, compañía local cubana de comercio general, y Motta Internacional ha suscrito una empresa conjunta con CIMEX para la operación del negocio duty free del aeropuerto. Orillac considera este nuevo
30 | PAX INTERNATIONAL | MARCH/APRIL 2017
acontecimiento como un reto positivo. “Es un buen desafío, en vista de la apertura entre los Estados Unidos y Cuba. Va a ser un aeropuerto que tendrá mucho tráfico, indudablemente. Muchos visitarán Cuba por vía marítima, pero también muchos lo harán en avión. Por tanto, es un reto, pero un buen reto a enfrentar”, asegura.
Renvación de concesiones y obtención de licitaciones
En otro acontecimiento aparte de lo que ocurre en Cuba, Motta Internacional ha renovado su concesión en Venezuela por cinco años. Nuevamente, Orillac se siente optimista con respecto a esta operación bien establecida. “Es una situación interesante. Ya hemos estado allá durante quince años”, explica. Además, Orillac hizo mención a la renovación del contrato de la compañía en Bogotá, Colombia, hasta el 2027, donde se
han añadido otros 618 metros cuadrados de espacio comercial en la nueva sección del aeropuerto que se inaugurará en junio o julio. “Estamos trabajando en eso ahora mismo”, añade. “Nuestra tienda principal necesitaba un remozamiento exterior después de varios años de operaciones, pero también estamos reorganizando un poco dentro de la misma. También ganamos un contrato de diez años en Cali, un aeropuerto colombiano más pequeño. Es una terminal nueva donde estamos instalando una tienda”. En Trinidad y Tobago, Motta Internacional ganó recientemente una licitación para el negocio duty y todo está listo para comenzar. La firma espera solamente por los permisos aduanales para el depósito aduanero, que se expedirán entre este momento y el mes de febrero, a tiempo para una apertura limitada potencialmente a principios de marzo.
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REGIONAL REPORT: PANAMA Incrementando el gasto promedio por pasajero
En estos momentos, Motta Internacional se apresta a aprovechar las nuevas oportunidades en el Aeropuerto Internacional Tocumen en Ciudad Panamá, localidad sede de la compañía. Orillac afirmó que la firma participará en la licitación por dos boutiques de ropa en la nueva Terminal 2, actualmente en construcción, además de otra para una tienda especializada en electrodomésticos de marca única. Con referencia a las ventas duty free, el 2016 fue mejor que el 2015 en lo tocante a liquidaciones, pues la compañía reportó un incremento del 15% en general. Orillac estima que este resultado de dos dígitos se debe a que están trabajando “muy duro” en el entrenamiento de sus gerentes de tiendas y personal de ventas. “Hemos podido tener éxito en el incremento del gasto promedio por pasajero en medio producto”, afirmó. El índice de penetración depende del tiempo de permanencia de los pasajeros en el aeropuerto, y algunos aeropuertos del portafolios de la compañía son mejores que otros en este aspecto. Panamá no está entre los mejores, según Orillac, porque su principal aerolínea es Copa Airlines, y el tiempo promedio de conexión es de 56 minutos, un período muy limitado para comprar, de ahí que el índice de penetración es de hasta un 10%. Sin embargo, un aeropuerto como el de Quito, Ecuador, donde los pasajeros permanecen más tiempo, está reportando un índice mucho mayor, de hasta el 20%. Orillac añadió que Motta Internacional se ha beneficiado con la llegada de nuevas aerolíneas al Aeropuerto Internacional de Tocumen, como Turkish Airlines. Las tres principales categorías de productos duty free varían de aeropuerto a aeropuerto, y de llegadas a salidas. En la sección de llegadas, los licores ocupan el primer lugar, mientras que los perfumes y cosméticos el segundo, seguidos de cerca por la confitería. En cuanto a la de salidas, los perfumes y cosméticos están al frente, seguidos por licores, cigarrillos y confitería. En términos de nacionalidades, los brasileños han sido siempre buenos clientes. “Cuando fueron afectados por la crisis de la moneda en los dos últimos años el tráfico disminuyó, pero se está recuperando”, agregó Orillac. “Me atrevería a decir que los brasileños están en el primer lugar, los colombianos en el segundo, y los argentinos en el tercero”.
32 | PAX INTERNATIONAL | MARCH/APRIL 2017
Cambios importantes en los hábitos de compra
Orillac ha observado en años recientes una notable tendencia en los hábitos de compra. En la actualidad los pasajeros están muy bien informados con respecto a los precios. Usando sus teléfonos inteligentes y aprovechando la ventaja de la conexión inalámbrica gratuita de los aeropuertos, pueden verificar los precios mundialmente con solo un clic. “Los pasajeros más jóvenes, pertenecientes a la Generación del Milenio, son muy efectivos en el uso de sus celulares para buscar precios en internet. Lo saben todo”, aseguró. Además, también ha resurgido el uso de las tarjetas de crédito como forma de pago. Hace unos años, el 60% de las transacciones se hacían al contado, pero actualmente solo se reporta un 25%. Eso afecta las ventas de la compañía, debido a que debe abonar comisión al banco. Orillac destacó también otra tendencia entre los pasajeros. “La nueva generación quiere comprar lo mejor. Quiere adquirir el producto más reciente en el mercado, el que está más de moda en el mercado. Sabe exactamente cuál es el modelo más reciente. Está integrada por compradores inteligentes y de alto nivel académico. Saben lo que quieren, y si no lo tenemos, no compran. Además, viajan ligeros de equipaje, y les gustan los productos más pequeños que quepan en sus bolsos de mano o mochilas, y no llevan valijas”. Como respuesta a los cambios en la conducta del cliente, Motta Internacional ha reformulado sus tácticas promocionales, introduciendo dos iniciativas nuevas. La compañía solía publicar un folleto de
promociones al mes, pero ahora produce uno cada quince días, porque “los clientes quieren ver cosas nuevas”. Otro de los componentes que marcha exitosamente para la compañía es la página web www.attenza.net, en el que los pasajeros pueden hacer su pedido con anticipación, y recogerlo y pagarlo en el aeropuerto. La firma les garantiza que su paquete estará esperándolos en el aeropuerto, donde se procesa el pago. “Las ventas están incrementándose todos los meses, y cuando vemos la edad de los compradores, los menores de 35 años conforman del 80 al 85% de las ventas de productos solicitados con anticipación. Los pasajeros mayores de 35 años compran físicamente [en la tienda]”. Según Orillac, se introducen continuamente nuevos productos, de los cuales varios han adquirido gran popularidad en los últimos dos años. Entre ellos figuran las cámaras de acción GoPro – una categoría “fantástica”, asegura – y teléfonos celulares. La otra categoría popular la componen los auriculares: en el oído o dentro del mismo, y especialmente los que cuentan con reducción de ruidos. Los compradores eligen actualmente marcas de primera línea como Bose, con precios que oscilan entre US$250 y US$299. Un nuevo acontecimiento a producirse en el futuro es que Motta Internacional se propone prestar servicios duty free en vuelo a Copa Airlines, que no cuenta con el mismo en este momento. “Hemos hablado con Copa sobre operaciones duty free, y tienen los datos. A Motta le encantaría hacerlo y tenemos planes al respecto. Estamos listos para ello”, concluyó Orillac.
REGIONAL REPORT: COPA AIRLINES The 737 forms the backbone of the Copa Airlines fleet. This aircraft is the -800 series. The airline will be receiving its 737 MAX aircraft order in 2018
Copa MAXs
out
O
n January 19, officials from Copa Airlines broke ground at Tocumen International Airport on a new Center of Specialized Technical Maintenance set for completion in the second quarter of next year. By that time, the airline will be in the midst of a busy delivery schedule that will see more than 60 737 MAX aircraft set to arrive during 2018. “With these new Boeing 737 MAX aircraft, our customers will enjoy the benefits of the best technology available in the market,” said Gustavo Vargas, Communications Director at Copa Airlines. “This order represents an important step toward strengthening Copa Airlines’ leadership in the region, while allowing us to improve our world-class service and expand our network through the Hub of the Americas in Panama City.” However, the airline is currently building its fleet. At the beginning of this year Copa took delivery of a 737-800 Next Gen-
The Hub of the Americas Airport in Panama City
34 | PAX INTERNATIONAL | MARCH/APRIL 2017
Panama’s flag carrier is preparing for a big year, with a major 737 delivery schedule set for 2018 by RICK LUNDSTROM
eration aircraft, while another is scheduled to arrive this spring. In addition to building its route structure, Copa is reaching out to another passenger group with a low cost carrier called Wingo, and adding a new destination in Cuba. Copa has invested US$15 million in the new maintenance center at Tocumen. It will allow the carrier to simultaneously conduct maintenance on three 737s and an Embraer 190. In addition to its major maintenance capabilities, Copa plans to use the facility for winglet installations, landing gear replacement, aircraft painting and other specialized technical work. The airline currently has a fleet of 100 aircraft of two varieties, 79 737 Next Generations and 21 Embraer 190s. The new center “brings to Panama the majority of the specialized technical maintenance that Copa today handles outside the country,” said Ahmad Zamany, Copa Airlines’ Vice President of Technical operations.
A total of 38 aircraft in the airline’s fleet are in a two-class configuration and outfitted with with leather seating, according to the Copa Airlines website. The Business Class cabin offers a range of comfort items, a frequently updated wine list and a new rum is featured each month. Last summer, Copa Airlines opened up a new route to Holguin, Cuba, the country’s fourth largest city. The new destination adds to the commitment the airline has to the country. Copa first flew to Cuba with three weekly flights starting in 1995.
Copa’s LCC
Copa launched Wingo, based on Bogota, Colombia in December 2016 with a fleet of four 737-700s. It currently operates flights to 16 destinations has a classic tiered fare and service structure common to low-cost carriers around the world. “With Wingo, we want to serve those who want to fly well at low prices,” said Vargas. “We want to be a low-priced good quality alternative for those who fly for the first time and for those who want to travel more but cannot afford it.” The airline’s fare structure gives passengers six options to personalize the flight experience. With extra payment they can choose from airport check-in, express lines at check-in, checked baggage. Pets, musical instruments and sports equipment are a separate charge along with food and beverage, seat assignments and the “Wingo Experto” seat, which has extra pitch. Passengers are allowed to carry on one personal item of up to six kilograms and one piece of hand luggage up to 10 kilograms without charge.
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INDUSTRY INNOVATORS: GATEGROUP gategroup CEO Xavier Rossinyol, left, and Servair CEO Michel Emeyriat at the announcement of the purchase, which took effect January 1
Ahead
together
T
he news came just before the turning of the New Year, that the anticipated sale of the travel catering industry’s fourth largest player was now completed, with the new owner taking operational control of a network of units extending from the heart of Europe to the heart of Africa and beyond. The December 29 announcement that gategroup would head into 2017 with a greatly enlarged network of airline catering units and access to the expertise of some of the most decorated chefs in the world, was only part of the memorable year of the Zurich-based company. Just a week before the purchase announcement of Servair, the final steps were completed that placed gategroup itself in the hands of the HNA Group, a diverse conglomerate based in Haikou, Hainan, China with holdings in aviation, real estate, financial services, tourism and logistics. With the purchase — which gives gat36 | PAX INTERNATIONAL | MARCH/APRIL 2017
With the acquisition of Servair completed, gategroup has become a player with greatly expanded reach and inroads to a growing China market and greater culinary expertise by RICK LUNDSTROM
egroup a worldwide network of more than 200 facilities in 60 countries — the newly formed partnership will provide current and future airline customers access to more locations. What it signals to the industry is the possibility of a new round of consolidations, as other players attempt to replicate or surpass the gategroup network. Though the sale of 50% minus one share stake in Servair was completed at the end of the year, negotiations were ongoing through last summer. Servair’s owner, Air France, began exclusive negotiations with the HNA Group for the sale of the catering units in at the end of May 2016. When the sale of gategroup to the HNA Group was completed December 22, the €237.5 million (US$255.7 million) purchase of the major stake of Servair was completed the following week. The acquisition will be solely financed by gategroup, and projects a combined company with annual revenue of CHF 4.4 billion (US$4.4 billion).
“Air France remains a key shareholder of Servair, but it was clear in the agreement that gategroup will control the board of directors and will control the daily management of the company,” said Xavier Rossinyol, CEO of gategroup. “From an operational point of view we are acting as one single group.” Servair’s former complete owner said the new partnership will allow the two catering companies to accelerate the introduction of products and services to a vast group of 300 airline customers. “Through this transaction, Air France provides Servair with the resources required for its future growth to enable the company to maintain the highest standards in the airline catering industry globally, thanks to an industrial partnership with a leading player,” said a December 29 release from Air France. For gategroup, Rossinyol said the acquisition would be a partnership beneficial
INDUSTRY INNOVATORS: GATEGROUP for both companies, and by extension, customers. “It allows us to give service to our current and future customers in more locations,” he said. “For airlines, it is becoming very important to be consistent, delivering the type of service they promised to their travelers in a consistent manner across the group.” With the purchase, Rossinyol said gategroup would reorganize its regional divisions, which before the purchase were divided by North America, Latin America, Asia-Pacific and Europe/Middle East/ Africa. A new division run by a Servair management team will handle Southern Europe and Africa, making use of the company’s expertise and long associations in the region. One of the members of that management team for the newly formed division will be Servair’s CEO, Michel Emeyriat. In addition to a network of airline catering units, Servair brings more to the new partnership: access to some of the genius of French culinary arts that have been presenting meals on Air France aircraft for decades. Joël Robuchon, the most decorated chef in the world has 31 stars and is chairman of Studio Culinaire. Mathieu Viannay is also a consultant for Servair. Viannay is the chef of a famous restaurant A new geographic division at gategroup will be devoted to Servair’s airline catering units in Africa and southern Europe
38 | PAX INTERNATIONAL | MARCH/APRIL 2017
named La Mère Brazier, in Lyon and has two Michelin stars. He currently designs meals for Hainan Airlines. There is also the expanding network of Servair units throughout Africa. In addition to airline catering, Servair has developed a presence in the country that promises increased profitability and expansion. Recently, Servair obtained licensing to open Burger King outlets, and has established a growing network of restaurants in cities where the company has catering units. With every beginning comes an ending. The long association between Servair and Flying Food Group in the United States comes to an end. Emeyriat said a more than 25-year marketing agreement helped Servair establish a presence not only through the Flying Food Group’s U.S. units, but also link further into Asia. Where will the newly combined companies grow moving forward? Rossinyol sees distinct possibilities of expanding the gategroup network within the growing aviation infrastructure in China. The company currently has units in Hong Kong and Pudong Airport in Shanghai. With the help of a well-financed owner with connections and business network in China, expansion in the region holds promise. “HNA as our shareholder will poten-
tially allow us going forward to intensify this network in Asia Pacific and particularly Mainland China,” said Rossinyol. With the fourth-largest airline caterer in the world now in the hands of one of the industry main players, what will the future hold for the other, independent caterers still operating around the world? Servair’s Michel Emeyriat has been watching the market share of the independent caterers dwindle year by year. In 2008, the world’s four main caterers held a global market share of 39%. Today, he said the four largest caterers command a market of 58% to 60%. “Consolidation is in progress today in the world,” Emeyriat said. “My guess is that within the next 10 years we will have four to five caterers in the world, but not much more.” Rossinyol sees the natural evolution of the airline industry also pointing the way to the future of airline caterers around the world. “In the last 10 years, you see that airlines, either with straight mergers or global alliances are integrating more and more,” he said. “And when customers are integrating more and more, it is natural that the suppliers, and in this case suppliers of food, also try to have that capacity to deliver service wherever they want and need.”
INDUSTRY INNOVATORS: GATEGROUP
Travel catering’s new player: HNA Group As Mainland China reformed and began opening up to the world, the HNA conglomerate formed first as a local aviation transport operator in May 1993. The company touts a management method that “features traditional Chinese culture and integrates Chinese socialist values with a world-class management system; and a corporate culture befitting both Chinese and western society.” With this model, the company, based in Haiku, Hainan has grown to a diverse holding with revenues of RMB600 billion (US$87.3 billion). It also has not forgotten its aviation roots, operating and managing 14 airlines, with a combined fleet of 1,250 aircraft that fly to 270 cities and carry 92 million passengers per year. The company’s flagship subsidiary is Hainan Airlines. HNA also operates Deer Jet, the largest private jet company in Asia, which has the distinction of having the world’s first private 787 Dreamliner. The company’s HNA Tourism group with its Caissa, which specializes in China’s outbound tourism and Yi sheng jin fu (Easy Life) a financial payment service provider. Caissa has 240 outlets in 100 countries and provides 8,000 categories of high-end tourism products. HNA Hospitality Group was established in 1997. It owns and manages 3,200 hotels, with a total of 380,000 rooms. Also travel related, the HNA Airport Group has 13 airports under its management. Other divisions of the company include HNA Finance, HNA Real Estate, HNA Retail, HNA Technology and Logistics, and HNA Culture and Entertainment. HNA’s headquarters in Hainan
40 | PAX INTERNATIONAL | MARCH/APRIL 2017
INDUSTRY INNOVATORS: GATEGROUP
一起前行 随着成功完成 Servair 公司收购，航空配餐 公司 Gategroup 成功进军不断发展的中国 市场，掌握更多烹饪专才，市占率显著扩大
这
一消息适逢春节前，旅游餐 饮业第四大市场竞争者的预 期销售如今已达成，同时新 东家将经营控制欧洲腹地到非洲中心 等地的分公司网络。 12 月 29 日公告称，Gategroup 的航 空配餐分公司网络显著扩大，掌握全球 部分最顶尖大厨的专业技术，以崭新面 貌迎接 2017 年，在这家苏黎世企业值 得纪念的一年中，这个消息仅仅是浓 墨重彩的其中一笔。Servair 收购公告 发布前一个星期，海航集团刚刚完成 Gategroup 公司最后收购程序。海 航集团是位于中国海南省海口市的一 家多元化企业集团，涉足航空、房地 产、金融服务、旅游和物流等行业。
去年夏天一直在谈判，而今年年底完 成了 Servair 公司 49.99% 的股份收 购。2016 年 5 月末，Servair 的母公 司法国航空 (Air France) 与海航集团 就出售配餐分公司开始独家谈判。继 12 月 22 日 Gategroup 出售给海航 集团之后，随后一个星期以 2.375 亿 欧元（合计 2.557 亿美元）收购 Servair 公司的多数股份。本次收购全部 由 Gategroup 公司注资，预计合并 公司的年收入将达到 44 亿瑞士法郎 （合计 44 亿美元）。 “法国航空依然是 Servair 公司 的主要股东，但收购协议明确规 定，Gategroup 公司将控制董事会
In addition to catering, Servair carries out aircraft cleaning from some of its operations in Africa. This picture is from Servair Senegal
和公司的日常管理”，Gategroup 公司首席执行官 Xavier Rossinyol 说 道。“从经营角度看，我们以一个集 团的身份行事。” Servair 公司前完全控股股东评论说， 新成立的合营企业将让两家配餐公司 向 300 多个庞大的航空公司客户群加 速提供产品与服务。 “通过本宗交易，由于与领先企业 进行产业合伙经营，法国航空将为 Servair 提供未来发展所需的资源，使 公司保持全球航空公司餐饮业最高标 准”，法国航空 12 月 29 日新闻称。
本次收购让 Gategroup 公司获得 60 个国家/地区 200 多个设施的全球网 络，新成立的合营公司将让现有和未 来的航空公司客户进入更多目的地。这 标志着行业新一轮整合的可能性，其他 企业也在尝试复制或超越 Gategroup 网络。
www.pax-intl.com | PAX INTERNATIONAL | 41
INDUSTRY INNOVATORS: GATEGROUP Combined, gategroup and Servair have 300 airline customers in more than 200 facilities with 39,000 employees
对于 Gategroup 公司，Rossinyol 评 论说本次收购将给两家公司带来合伙 利益，进而造福客户。 “这让我们在更多地点，为现有和未 来的客户提供服务”，他说道。“对 航空公司来说，保持一致性，在整个 集团内始终如一地向旅客提供承诺的 服务变得愈发重要。” Rossinyol 提到，本次收购案后 Gategroup 公司将重新安排区域划分，收 购前划分为北美、拉美、亚太和欧洲/ 中东/非洲地区。Servair 管理团队运营 的新部门将利用公司的专业技术和区域 内的长期关系，处理南欧和非洲业务。 新成立部门的管理团队其中一员 为 Servair 公司首席执行官 Michel Emeyriat。除航空配餐部门网络之 外，Servair 将为新合营企业带来更 多机遇：如掌握已经在法国航空公司 42 | PAX INTERNATIONAL | MARCH/APRIL 2017
飞机上驰骋数十年的部分地道的法国 烹饪艺术。Joël Robuchon，全球 食界传奇人物，拥有 31 颗米其林星 星，为 Studio Culinaire 总裁。Alain Ducasse，拥有 19 颗米其林星星，与 Mathieu Viannay 一起都是 Servair 公司顾问。Viannay 是里昂著名米其 林餐厅 La Mère Brazier 的主厨，拥 有 2 颗米其林星星。目前，他为海南 航空设计餐点。 Servair 的分公司网络遍布非洲。除航 空配餐之外，Servair 还在本国有一定 影响力，盈利能力和影响力将进一步 增强。近期，Servair 获得开设汉堡 王 (Burger King) 分店许可，在公司 有餐饮分公司的城市建立起日益扩大 的餐厅网络。 然而，天下无不散之宴席。Servair 公 司与美国 Flying Food Group 的长期 合作走向终点。Emeyriat 称，十年营
销合作不仅帮助 Servair 通过 Flying Food Group 集团美国分公司打开市 场，还与曾经拥有的 Flying Food 上 海分公司、Servair 广州和澳门分公司 进一步合作。 新整合的公司将朝哪个方向发 展？Rossinyol 认为，在中国不断发 展的航空基础设施中扩大 Gategroup 网络，存在明确可能。目前，公司在 香港和上海浦东机场设有分公司。在 资金充足的新东家的帮助下，通过中 国的关系网和业务网络，扩大该区域 业务的前景良好。 “海航集团作为我们的股东，可能会令 我们强化亚太地区，特别是中国大陆的 网络”，Rossinyol 如此说道。 如今，全球第四大航空配餐提供商归 于行业龙头之一旗下，全球依然在运 营的其他独立餐饮提供商的前景会如
INDUSTRY INNOVATORS: GATEGROUP
旅游餐饮业新竞争者：海航集团 何？Servair 公司首席执行官 Michel Emeyriat 发现，独立餐饮提供商的市 占率逐年萎缩。五年前，全球四大餐 饮提供商占全球市场份额的 39%。今 日，他说这四大餐饮提供商的市占率 达 58% - 60%。 “如今，全球都在整合”，Emeyriat 称。“我猜，未来 10 年内全球将只 剩四到五家餐饮提供商。” Rossinyol 认为，航空业的自然演变 也预示着全球航空配餐提供商的未来 方向。 “过去 10 年，大家看到航空公司或直 接并购，或全球联盟，都在不断整合” ，他说道。“随着客户不断整合，自 然供应商和此处说到的食物供应商也 在尝试拥有根据需要随时提供服务的 实力。”
随着中国大陆改革开放，1993 年 5 月海航企业集团成为首家地区航空运 输运营商。 公司采用的管理方法“以中国传统文化为特色，将社会主义价值观与世界级 的管理方法相结合；企业文化既适合中国，也适合西方社会”。 这家位于海南海口的企业采用这种模式，已发展成为多元控股企业，收入达 600 亿元（合计 87.3 亿美元）。此外，海航集团也没有忘记航空基业，管理 运营 14 家航空公司，总共拥有 1250 架飞机，飞往 270 个城市，每年载客 9200 万人。该公司的旗舰子公司为海南航空。海航集团还经营着亚洲最大的 私人飞机公司金鹿航空，它拥有全球首架私人 787 梦想飞机 (Dreamliner)。 该公司旗下的海航凯撒旅游集团，专门从事中国出境旅游，并拥有金融支 付服务提供商易生金服 (Easy Life)。凯撒旅游有 240 家门店分布于 100 个 国家/地区，提供 8000 种高端旅游产品。 海航酒店集团成立于 1997 年。拥有及管理 3200 间酒店，客房共 38 万间。 仍与旅游相关，海航机场集团管理有 13 家机场。 该公司的其他产业部门有：海航金融、海航地产、海航零售、海航科技物 流与海航文化娱乐。
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AMENITIES
Magic in the bag
Now in its second decade, the TravelPlus Amenity Bag Awards brings together designers, suppliers and airline customers to celebrate creativity in design and contents
WESSCO International supplied this kit for ANA with Neal’s Yard Remedies bag and products Simon Ward
A traditional look and Bentley Products was supplied by FORMIA for this kit in Business Class on Turkish Airlines
T FORMIA developed this kit for Qatar Airways with Castello Monte Vibiano – Vecchio products and Bric’s bag design
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his year’s entries to the venerable TravelPlus Amenity Bag Awards ranged from the creative to the inspirational, with a the added surprise in the bag designs that hold the possibility of sparking wanderlust in children around the world. The 2016 awards continue to receive good support from the industry. This year, judges evaluated 52 entries from of the world’s largest airlines across 16 award categories. Some of the categories received more than 20 entries each. Awards founder and CEO Simon Ward of the TravelPlus website and Amenities magazine was also impressed the number of new and international designers that have been called on to come up with innovative looks in the past year.
AMENITIES
SPIRIANT supplied this Business Class offering for Lufthansa German Airlines
New looks bearing the Cole Haan label are in Business Class on American Airlines, supplied by Buzz Products
Hayward&Hopper bags are the highlight of this Business Class bag on JetBlue Airways supplied by CLIP
Zero Halliburton and Italian luggage designer Bric’s were among the new entrants this year. Cole Haan and Hayward&Hopper added a bit of old Hollywood glamor onboard. Inside, the kits were new cosmetics form Pier Augé, Neal’s Yard Remedies and a new line from wine and olive oil producer Castello Monte Vibiano – Vecchio. The world famous luxury car manufacturer Bentley came up with the bag containing the company’s own fragrances and products. For the fans of Bang&Olufsen, Jacob Jensen, their famous designer, produced amenity kits to be enjoyed on Lufthansa German Airlines. “The most interesting for me was National Geographic Kids brand lending its name and content to children’s kit,” said Ward. “A true inspiration for many young travelers.”
The children’s goody bags were well represented this year, said Ward. The creative, colorful bags packed with educational toys and games were plentiful. Disney brands Jungle Book, Finding Dora, and The Good Dinosaur were amongst popular entries, as well as Monopoly and Mr. Potato Head brands from Hasbro Gaming. What began as a research project for TravelPlus magazine is now into its second decade as an industry wide awards competition for amenity bags. Originally, the magazine sought out views from its readers on the amenity kits they encountered inflight. Ward said the story caught the eye of a senior executive at American Airlines, for an unexpected reason: the difficulty, to downright impossibility, of the of the two metal stud closures on the airline’s amenity kit to function properly.
“We had published passenger’s feedback and the airline was suddenly taking steps to replace the kit with a new design,” said Ward. Inspired by the feedback, TravelPlus took the next step in 2005, asking its readers to vote online for what became the Top 10 Amenity Bags designation. The first generation of the awards was “very much a toddler learning to walk,” said Ward. The process initially took the form of an online voting for TravelPlus readers, which are frequent flyers. Like any new idea, it adapted, changed and grew. TravelPlus relaunched the Awards in its current format in 2014. “It is essential that the judging process is totally independent, beyond reproach and commercial pressures,” he said. “And we are very proud that the airline amenity www.pax-intl.com | PAX INTERNATIONAL | 45
AMENITIES offerings are judged by the most important people - the passengers.” All entries are judged by focus groups. The individuals in the focus groups must have the relative travel experience for the categories they evaluate. Each judging session is preceded by the briefing to ensure the TravelPlus criteria are at the heart of their decision-making. TravelPlus uses smaller judging groups of experienced travelers to keep the Amenity Bag Awards fair and impartial, said Ward. Ward is a seasoned traveler himself. Work for a global telecom company took him across Asia, North America and the Middle East. By the time he was 30, he had fallen in love the foods, culture and people he encountered along the way. “I wanted to pass on my travel experiences so I launched TravelPlus Magazine,” he said, “Today it is an established online brand providing news and features for the luxury indulgence, reminiscent of the early days of voyages in class and style.” Ward says he has seen a number of changes in amenity bag design in the last five years. A selection of mostly dark fabrics and colors has given way to a range of vibrant shades and unusual textures. Airlines compete to include a famous designer or a couturie to create their unique gift for the passenger. Exclusive art works and traditional crafts and environmentally friendly materials are also more prevalent “The innovations in Premium Economy and Economy are truly remarkable aiming to assist a budget traveler, which was not seen before,” said Ward. “Any child would really appreciate receiving a gift onboard - airlines have been investing well into improving the quality of the Children’s goody bags.” Recently, Ward launched another publication, called Amenities magazine, which is published twice per year. He has supplemented the publication with monthly e-mail newsletters. This year’s TravelPlus Amenity Bag Awards will be held the evening of April 4 at the Radisson Blu Hotel in Hamburg.
Hard-sided kits are becoming more prevalent, like this Business Class offering supplied by FORMIA for Japan Airlines
This bag for Lufthansa German Airlines was supplied by SPIRIANT with la prairie products.
The legendary board game Monopoly is the theme on this Qatar Airways children’s kit supplied by Buzz Products
Disney’s Jungle Book themed kid’s kits flies on Saudi Arabian Airlines. Buzz Products developed the kits
Lucky children flying Air Astana get this kit filled with goodies supplied by AK Service
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INTRODUCING GALILEO WATERMARK
Better,
together Focused on designing the best in next generation onboard guest experience and hospitality, newly-formed Galileo Watermark is creating solutions that are driven by thought leadership, better passenger understanding and future-focused thinking
O
n December 16, 2016, an acquisition was completed that would see two companies — Galileo Products, a creative products agency and Watermark Products, a well-known design partner and supplier to top airlines — merge to become Galileo Watermark, a company specializing in amenity kit and onboard hospitality design and development to the airline, cruise, hotel and retail industries. With the company’s new branding, unveiled in January, both teams have been busy with the transition, ensuring business continuity while integrating the different functions of each formerly independent company. Before the merger, Watermark Products was an established company in the pas-
senger services industry, boasting more than 30 years of heritage and an experienced and knowledgeable team. In recent years however, the increasing competition coupled with changing market conditions, a lack of resources in key areas and structural shifts, affected its growth. Despite these circumstances, the company’s sound infrastructure and the recent merger with Galileo has led to some exciting projects currently in the works, that will see the business transform over the coming years. “We believe that our merger will refocus the teams and strengthen our offering to our customers,” says Ian Linaker, CEO of Galileo Watermark. “The new global team has been reinforced, offering our customers local insight backed by an international network of designers and highly depend-
“Galileo Watermark is positioned to be an enterprise-wide, strategic partner that can manage entire product categories and cabin groups to deliver significant economies of scale and cost savings — something that can help manage these testing times.”
Ian Linaker, CEO of Galileo Watermark
Qantas Airways partnered with Australian lifestyle brand Country Road, for the airline’s new Premium Economy amenity kit developed by Galileo Watermark
able operational capability,” he adds. “Galileo and Watermark are aligned in a focus on designing the very best in the next generation of onboard guest experience and hospitality.” Linaker asserts that Galileo Watermark’s core business initiatives — delivering innovation, backed by the best in commercially competitive sourcing — would not change. “There are of course operational benefits to be gained and our capacity will naturally increase in areas, from amenities and textiles, through to meal service, but the main difference will be our approach and philosophy.”
Full steam ahead
Although still in its early days, Galileo Watermark already has several projects underway, and in the next six months will have new products launching on four international flag carriers. In addition, the company’s research and development and design teams are working on a number of innovative projects, which Linaker says will cause ripples in the market this year and into 2018. Products aside, Linaker said that to become a trusted partner in the industry Galileo Watermark must do much more than just supply products. “We offer strategic enterprise-led partnerships with our clients to become extensions of their operations and procurement teams, offering commercial and innovative solutions across all their pressure points with innovative commercial structures and sourcing models,” he explains. The goal Linaker adds, is for Galileo Watermark to develop itself as a researchand insight- led business, creating solutions that are driven by thought leadership, better passenger understanding and futurewww.pax-intl.com | PAX INTERNATIONAL | 47
INTRODUCING GALILEO WATERMARK
To combat today’s competitive market, Galileo Watermark focuses on unique points of difference, such as the detailed embroidery on the sleep suit developed by Galileo Watermark for AirSerbia
focused thinking. With airlines looking for partners that are dependable and robust, innovative — with regards to creativity and ideas — and can deliver an improved guest experience through cost-neutral or lower-cost programs, Galileo Watermark appears to be on the right track. “The airline industry is becoming increasingly competitive and budgets are inevitably suffering,” says Linaker. “Often during these times, availability for guest experience projects constricts, with per-seat cost budgets consequently being impacted. Galileo Watermark delivers results that allow our partners to build in cost-neutral guest value, or where requested, manage product categories and logistics to save considerable backend costs.” In light of the current competitive setting, Galileo Watermark’s product innovation team has made it a priority to deliver the best passenger experience by focusing on unique points of difference. “ We intend to continue working as a strategic partner to our customers and are further investing in our design teams globally to deliver truly innovative and first-to-market concepts,” says Linaker.
Riding the waves
Looking forward to where he feels the passenger services industry is headed, Linaker says that although various circumstances will lead to changes, for the most part, the 48 | PAX INTERNATIONAL | MARCH/APRIL 2017
landscape of the onboard hospitality sector will always carry with it a certain level of consistency. “The aviation industry is, and has been highly cyclical for over 50 years, with new and ever more diverse challenges making it so” he says. “However, it is also regionally idiosyncratic, with some carriers experiencing greater growth, or contraction, than others. This will always continue to be the case.” Based on this understanding, Linaker sees Galileo Watermark’s clients working closer with partners like themselves, to help share the challenges of these cycles. “They create great opportunities for us to demonstrate innovation, not just across product development and design, but in commercial sourcing and operational delivery to deliver tangible results” he explains. “Galileo Watermark is positioned
to be an enterprise-wide, strategic partner that can manage entire product categories and cabin groups to deliver significant economies of scale and cost savings — something that can help manage these testing times.” With Galileo Watermark exhibiting at the World Travel Catering Expo in Hamburg for the first time this year, the newly formed team is gearing up to introduce its new identity to the industry. “We will be showcasing our most recent launches and all of the fantastic work we do across some of the world’s leading airlines, including Qantas, United Airlines, Etihad Airways, British Airways, Virgin Australia, and Air New Zealand,” shares Linaker. “We will also be privately introducing our exciting R&D projects, as well as sharing some insight into customer data and the relevance of amenity kits in today’s market.”
Air Seychelles Business Class kit, developed by Galileo Watermark
GUEST COLUMN
A fresh look into passenger
sensory experience by
DR. STATHIS KEFALLONITIS Founder & President branding.aero
W
e live in an era when airlines compete in a rather complex environment. The commonality of the passenger service experience among carriers makes it difficult for passenger to develop unique associations with specific airline brands. Powerful airline brand associations are those that involve more than one human sense (such as the iconic Singapore girl with Singapore Airlines, or the use of vibrant red shades and the fun and cheeky personality of Virgin Atlantic). Airlines need to identify unique brand characteristics (colors, shapes, particular scents or even flavors) and use these as part of their branded service experience. The tangible and intangible characteristics of an airline brand are keys to excitement and can create higher passenger-satisfaction rates. The aesthetic aspects of an airline brand (logo, cabin furnishings, uniforms, meal setup, etc.) are likely to influence passenger perceptions and feelings. The visual characteristics of a brand reduce misconceptions, as words alone lack the necessary precision. An airline brand is responsible for communicating a unique offering to passengers. Engaging the passenger into a memorable experience, provides an airline brand with a number of strengths. This is important because: • Airline brand extension as aesthetics keeps the brand alive • A pleasing emotional experience encourages passenger brand loyalty • An airline brand lives from the meaning passengers attach to it and how this brand is remembered A successful airline brand experience influences the cognitive and emotional response of passengers by triggering their senses.
Passenger attention & perception
Passenger attention is a selective process, and certain airline service characteristics can generate greater attention. Passenger attention is greater when the projected brand stimuli are relevant on a personal level, when brand characteristics are 50 | PAX INTERNATIONAL | MARCH/APRIL 2017
described noticeably through use, or when the service stimuli are unexpected (the wow factor). It is more likely that a passenger will choose a more attractive airline offering versus a less appealing one (when ticket price is not a determining factor). Passenger perception is a mental process by which we understand presented airline brand stimuli when juxtaposed with previously acquired knowledge. Passenger perception can be aural (received by the ear as sound), visual, olfactory (relating to the sense of smell as scent), or can be transmitted by taste or touch, although there is limited research on the latter two.
Aural, visual and olfactory perceptions
The use of a specific tune or song in advertising may support the delivery of airline brand information, and a better understanding of it. Often the use of a particular theme song becomes linked to a specific airline brand (such as Rhapsody in Blue, United Airline’s theme song). Passengers often notice stimuli with their peripheral vision when looking at a projected communication without being aware that they are doing so. Color is one of the most important elements in visual perception, especially gradients, values of colors as differentiated in degrees of brightness, saturation, and hue, and having various feels such as of strong dominant, light, background or pastel colors (such as the Turkish Airline’s candlelit meal service or their branded curtains and cabin dividers). The use of scents in the airline industry can create a positive experience and attract consumers. Scents support passenger attention offering better brand recall. A number of airlines have been pumping their aircraft cabins with scented air (such as Calm from Delta Air Lines, a lavender chamomile scent). The use of aromatherapy products in aircraft restrooms, along with branded toiletries and is a rather common approach.
Pleasant scents encourage positive brand perception, and increase loyalty. The sense of smell is directly linked to the brain’s limbic system, enabling passengers to attach strong emotional memories to a particular scent (either this is a cabin scent or a particular food smell that passengers prefer).
Taste and touch:
Although taste is an important element in forming a positive passenger experience through a particular food, it has not been sufficiently investigated through research to incorporate it into new food offerings. Airline food currently does not extend beyond a few basic principles such as color, saltiness or sweetness, leaving aside any attempt at a holistic marketing communication of an airline meal, including brand and packaging operations. New evidence in sensory marketing and neuroscience research supports the above suggestions and highlight the need for greater involvement of passenger senses in creating a sustainable and unforgettable passenger experience. An exclusive partnership between branding.aero and gategroup, is looking into the effect of the passenger sensory experience through the use of neuroscience applications. Engaging the passenger in a unique branded offering increases brand recognition and passenger satisfaction. For any questions or further information, please contact Dr. Stathis Kefallonitis at stathis@branding.aero.
SPOTLIGHT ON ANAÏK
A fresh approach by
Kid’s kits (aged 7-12 pictured) for Italian regional airline, Air Dolomiti developed by Anaïk
MELISSA SILVA
Although relatively new to the passenger services industry, French creative firm Anaïk is using its 40-plus years of branding experience to develop amenity kits with bespoke appeal
F
or more than 40 years, Anaïk, a French creative firm, has been helping luxury brands build their promotional strategies to both strengthen their message and image. Armed with years of branding experience, Anaïk decided to enter the passenger services industry in 2014. Since entering the market, the Parisbased company has provided several brands with bespoke and innovative promotional solutions aimed at enhancing the connection between brands and travelers. Today, with offices in Europe, Asia and the Middle East, Anaïk supplies amenities to a number of carriers, including Air Astana, La Compagnie, Air Dolomiti and also to private jets. “At Anaïk, we are putting passenger comfort at the heart of our company strategy,” says Sophie Almeida, International Sales Director at Anaïk. “Our priority it to provide airlines with high-end products quality service that results in a valuable passenger experience.” From designing to manufacturing, Almeida says Anaïk’s team is involved in all steps of product development. “Our inhouse design team tracks trends and analyzes airline identities in order to develop the most suitable amenity kit concepts,” Almeida adds. Anaïk was recently awarded the supply of Italy-based Air Dolomiti’s Business
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Class and Remain Overnight kits, a win that extends the company’s successful partnership with the carrier. Business Class travelers will receive a tailor-made pouch — available in two collectable designs — featuring a dental kit and cosmetic items from French botanical brand, Yves Rocher. For passengers that find themselves faced with an unexpected overnight stay midtransit, Anaïk designed a kit with the Anaïk developed a Business Class kit for La Compagnie, the unique French all-business-class airline
necessary overnight essentials for both male and female passengers. Male passengers will receive a dental kit, t-shirt, shaving kit and a Signal dental kit, while female passengers will receive a dental kit, t-shirt, Dove brand shampoo and a Signal dental kit. Having been a part of the passenger services industry now for three years, Anaïk has been able to identify what a
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SPOTLIGHT ON ANAÏK
Anaïk partners with Air Astana for new kits For the first time this past November, Air Astana unveiled new inflight amenity kits for Economy Class passengers, developed in partnership with Anaïk. Each kit was developed exclusively for the airline and designed to ensure a pleasant journey for all passengers on board. “We always try to enhance our passengers’ experience and make something that our passengers will enjoy on board and after the flight. We are sure these kits will serve their purpose,” said Yelena Obukhova, Deputy Director of Inflight Services at Air Astana. “We are very proud of our new product and it was a real pleasure to work with Anaïk on this project.” Outfitted with the airline’s signature colors, the new travel kit is available in five collectible designs. The pouch features an airplane pattern and the phrase “Bon Voyage” in various languages, to highlight each major destination served by Air Astana. The kits contain comfort items including socks, a sleeping mask, a dental kit, earplugs and a pen. “It is always our pleasure to add a new name to our ever-growing list of airline partners, “said Sophie Almeida, International Sales Director at Anaïk. “We are very proud to have designed the new Air Astana Economy Class kit in Paris. With a choice of five colors, the crafty kit will become a great collector’s item and will enhance the passenger’s experience while traveling or at home.”
Economy Class amenity kits for Air Astana developed by Anaïk feature the airline’s signature colors and are available in five collectable designs
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Kid’s kit (aged 3-6 pictured) for Italian regional airline, Air Dolomiti developed by Anaïk
brand looking to enter the industry must do in order to find itself in an amenity kit and on board a major carrier. “Nowadays, it is important for carriers to stand out as part of their overall strategy to elevate the passenger travel experience,” says Sylvie Lee, Business Development Manager at Anaïk. “One way to do this, is creating a ‘wow’ factor with the inflight amenity kit offering. As a branding expert with an international outlook, having worked hand-in-hand with some of the biggest brands for more than 40 years, we are able to guide our brand partners toward being a part of a carrier’s strategy by creating bespoke items that reflect the brand’s identity as well as the airline’s vision.” With customization, a focus on quality and impactful packaging listed as some of Anaïk’s specialties, the company’s fit in the passenger services industry makes sense, specifically when it comes to amenity kit offerings. Add in Anaïk’s affinity for creating tailor-made solutions and adopting a customer-oriented outlook, it’s likely the company will be a part of the industry for some time.
“Thanks to our extended expertise in the promotional industry and our upto-date knowledge on trends, our aim is to bring newness and unique offerings focused on innovation, creativity and freshness to the airline industry,” says Lee. Anaïk’s plan moving forward is to continue focusing on the area of passenger services that the company has already focused considerable research and development on, and where it has already experienced success — amenity kits. Exhibiting for the third time at this year’s WTCE in Hamburg, Anaïk will have on display a brand new inflight product collection inspired by the company’s motto — “Creativity and Innovation”. “The WTCE is definitely the ‘rendezvous’ of the year; a distinctive platform where we can catch up with our customers, key airlines and meet prospective clients,” says Lee. “Visitors can expect to be pleasantly surprised with a wide range of products showcased at our stand, including amenity kits, children’s goods, linens and packaging solutions.”
COMFORT ITEMS
Eco Comfort
As sustainability gains ground in the airline sector, PAX International rounds up the latest novelties and trends in the comfort items category by MELISSA SILVA
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urability and sustainability are prevalent in the comfort items sector, as the leading suppliers endeavor to meet the challenging demands of airlines for items boasting eco-friendly features — without compromising on quality or functionality.
This cork pouch from Bayart Innovations will be on display at WTCE, alongside new throws, earphones, pyjamas, dishes, sleepers, eye masks and amenity kits
flights, making it the largest sustainable blanket program in the industry. Each Emirates ecoTHREAD™ blanket is made from 28 recycled plastic bottles and by 2019, the Emirates blanket program will rescue 88 million plastic bottles from landfill. The award-winning blankets are made from 100% recycled plastic bottles and transformed into yarn, creating a polar fleece material. “At Buzz, we strived to develop a product for our airline partners to help reduce their environmental impact. We are excited to partner with Emirates and help them implement a sustainable program onboard with ecoTHREAD™ blankets,” says Leonard Hamersfeld, Director at Buzz.
Bayart Innovations
Bayart Innovations has developed a natural cork and wood collection, in line with the current trend for durable, sustainable products. The collection includes pouches, an eye mask, a toothbrush and comb, and earphones. The French supplier will display this range at WTCE, alongside new throws, earphones, pyjamas, dishes, sleepers, eye masks and amenity kits. “Although amenity kits are basic essentials to help passengers feel comfortable and refreshed during their flight, they like to keep them as a souvenir after their flight,” the company says. “The pouch design becomes very important, and that’s why we collaborate with designers, attentive to international cultures.”
Buzz Products
In January 2017, Buzz launched ecoTHREAD™ blankets onboard Emirates for passengers on long-haul Economy Class Buzz Products’ award-winning ecoTHREAD™ blankets were recently launched onboard Emirates and are made from 100% recycled plastic bottles
Clip Ltd’s new Seawool wool-like fleece blanket is made from using oyster shell and recycled PET bottles, and is suitable for both long-haul and short-haul flights
Clip Ltd
Clip has developed the Seawool blanket suitable for both long-haul and short-haul flights, for Business or Premium cabins, using oyster shell and recycled PET bottles. Due to the natural characters of the polyester fiber, the blanket dries quickly, is wrinkle-free and enables the airline to spend less on laundry. Passengers and airlines alike are looking to help reduce their carbon footprint and help do their part to minimize waste and improve the environment, says Cindy Lam, Director of Clip Ltd. “We strive to develop innovative products that are greener for the planet, but also more comfortable and appreciated by the clients,” she adds.
FORMIA will showcase at WTCE a Porsche Design Sleeper Suit set for Saudia Airlines’ First Class Suite including matching slippers and a relaxing kit from Thai brand Apsara Spa Concepts
FORMIA
At WTCE, FORMIA will showcase a Porsche Design Sleeper Suit for Saudia Airlines’ First Class Suite. The suit is presented in a gender-specific palette that reflects the airline’s identity: darker grey colors for men and lighter shades of brown and beige for women. It includes matching slippers and an additional relaxing kit from Thai brand Apsara Spa Concepts. The luxury experience also includes pillow mist, an aroma stick and foot cream. “This is different than anything currently on the market as a complete set,” says FORMIA’s Managing Director Roland Grohmann. FORMIA’s comfort set comes in functional, reusable bags made of certified materials. “For our newly developed range of lounge and sleepwear, FORMIA is looking at partnerships with brands that add value and uplift these products in the best way, bringing comfort in style to the passenger, just as we do for our amenity kits,” says Grohmann.
Galileo Watermark
“We are beginning to notice that airlines are increasingly trying to replicate the hotel experience onboard,” says Galileo Watermark’s Chief Executive Officer Ian Linaker. “Customer expectations are increasing and simply supplying generic comfort items is not enough — airlines are looking for a point of difference, be it with
Watermark’s Business Class blanket for Air Serbia is a good example of the trend of emulating the hotel experience in the sky, the company says
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COMFORT ITEMS interesting brand partnerships, innovative functionality or the use of unusual, more sustainable or luxurious materials. These items are combined in order to create a ‘hotel in the sky’, providing utmost comfort and ensuring the wow factor,” he adds. Sustainability is high on the agenda both for Galileo Watermark and its customers. “We are constantly striving to work with innovative materials and look at closedloop processes and initiatives to ensure our products are not only commercial and attractive to our customers, but sustainable also.” Galileo Watermark recently undertook work for Air Serbia to furnish its new aircraft and first transatlantic route to New York. “The Business Class blanket is a good example of the trend of emulating the hotel experience in the sky,” says Linaker. “It has both a Microplush and peach skin side to provide the customer with options as to what they would like to sleep against, and the plush materials create a sumptuous and luxurious in-seat experience.”
“Our innovations are not only comforting to the eyes, but we pay close attention to new materials and cosmetics that are soothing to the skin as well.” Sustainability is important to the firm. “Kaelis always presents eco-friendly options not only in terms of materials used, but we also focus on the whole process to try and reduce the carbon footprint,” says Pridhanani.
Mills Textiles
Mills Textiles has been working on a sensory comfort range of products to promote a sense of relaxation and refreshment. These can be tailored to help sleep or wakeup and be branded or themed depending on airline requirements. In terms of trends, the company has experienced a continued push towards weight-saving fabrics to offset laundering and fuel costs. The most recent drive has been more impetus on branding, sponsorship and shared cost ownership, says
Kaelis will have several blankets on display at WTCE (including the one pictured), which have been designed to improve the travel experience for passengers in terms of comfort
Kaelis
Kaelis will be bringing new designs and materials to WTCE in a bid to improve the travel experience. “Comfort is one of the most important aspects when it comes to travel,” says Kaelis Creative Manager, Manoj Pridhanani. “We study customer needs as well as the ambience to come up with personalized items that can enhance the passenger experience. We try and create an ambience like home in the air.
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Tim Morris, Mills Textiles Head Global. Sustainability has influenced the company’s products and production processes. “For many years we’ve been promoting our eco selection of bamboo towels and latterly, bamboo blankets. Indeed, we worked with British Airways in the late 1980s to
Mills Textiles has been working on a sensory comfort range of products to promote a sense of relaxation and refreshment
determine the feasibility of recycling formerly disposable cotton products. We are always looking at new technologies to reduce our environmental footprint,” Morris adds.
WESSCO International
WESSCO International recently launched a collection of premium bedding items for Hawaiian Airlines, including a quilt, pillow, slippers, and lounging pillow. The lounging pillow features an elastic band to keep it in place on the seat’s headrest and provides added comfort as a lumbar support. The item resulted from Hawaiian Airlines’ collaboration with Hawaiian designer, Sig Zane. This line of soft goods is colored in Hawaiian poi and pink, adorned with the local Lei’hua flower pattern. “As is evident in the brands we carry and products we design, sustainable processes are always at the forefront of what we do at WESSCO,” says Vice President Petros Sakkis. “It’s not simply a matter of corporate social responsibility; it’s a matter of optimal design. Sustainable products are by definition products designed smart. The growing interest in sustainability has given us all the more opportunity to display our innovative design capabilities to a larger audience looking for eco-smarter solutions.”
WESSCO International recently launched a collection of premium bedding items for Hawaiian Airlines, a result of the carrier’s collaboration with Hawaiian designer, Sig Zane
Daydreams of a custom seared and sous vide steak can now be enjoyed at 30,000 feet
COMFORT ITEMS Where textiles meet technology
Grit Peschke, Textile Engineer at SPIRIANT, looks at the relationship between technology and textiles, and how airlines can mitigate costs. To read more from this interview, visit http://bit.ly/2lWXG0E PAX International: When it comes to creating textiles, which is more important: efficiency or comfort? Grit Peschke: Our challenge to make sure our textiles have both elements. For example, when providing a comfortable blanket we make sure it’s also able to handle the intensity of an industrial washing process. The aim is to make sure an airline’s design can retain its integrity and aesthetic components after 30 or 50 wash cycles.
other materials onboard airlines, textiles are a relatively easy way to integrate an eco-friendly aspect to an airline’s portfolio — with efficient costs, too. PAX: Do luxury textiles always mean an added expense? Peschke: Often it does, but there are ways through this with strategic brand partnerships. SPIRIANT has experience in both branding and quality textiles, so we support bringing luxury together on a budget.
PAX: Which innovations and trends are you seeing? Peschke: The biggest trend is sustainability. We’re thinking in terms of recycled and fair trade materials and sustainable fibers. We are very well prepared for this new phase. Awareness is increasing, and compared to
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PAX: What is the most common question an airline asks you about textiles? Peschke: Airlines always want to know about the durability of the textiles they choose, and which has the highest lifecycle. PAX: What are SPIRIANT’s goals when it comes to providing textiles to airlines? Peschke: I make sure every piece of the product comes together from the operational requirement and supplier capabilities, to the budget, design and expectation. We bring everything together to achieve the ultimate goal of passenger comfort and overall experience onboard.
SPIRIANT has experience in both branding and quality textiles, and supports bringing luxury together on a budget, says the company’s Textile Engineer Grit Peschke
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SPOTLIGHT ON SKYPRO
A step ahead by
Armed with comfortable, high quality uniforms and footwear, SKYPRO is changing the way airlines view and select attire for their crew
MELISSA SILVA
SKYPRO will be showcasing a new collection of women’s shoes, featuring five new models, at this year’s WTCE
SKYPRO will be showcasing a new collection of men’s shoes, featuring six new models, at this year’s WTCE
W
hile catering and inflight entertainment offerings on board an aircraft might contribute to a better travel experience, the single most important resource in the cabin is the crew. Of the many factors that ensure a crew’s wellbeing — and thus a positive
experience for everyone on board — uniforms and footwear place high on the list. After all, whether it’s a long- or short-haul flight, a full or sparse cabin, if the crew is not comfortable, their ability to meet the expected level of safety and passenger service may be compromised. SKYPRO’s products are made using ‘skin-friendly textiles’ — materials featuring a high percentage of natural fibers to allow for breathability and good moisture absorption
But the crew’s comfort — specifically regarding footwear — was not always a priority, or at least not a component of the uniform that received much attention. This lack of attention caught the eye of Portugalbased SKYPRO, an airline uniform and footwear design and manufacturing company that took this shortfall and turned it into an opportunity. “Since the first moment we understood that flight attendants were wearing the wrong footwear and realized there wasn’t appropriate footwear made specifically for airline professionals, we began working with airline staff to identify their specific needs and started researching to provide apt solutions,” says Jorge Pinto, CEO of SKYPRO. “It’s no surprise that shoes are of tremendous importance for a flight attendant’s daily support. We have started a long process of R&D to get a full understanding of what airline professionals need when it comes to footwear.” SKYPRO began as subsidiary of Abotoa SA, a footwear company that formed in 2004. At the time, Abotoa was managing several franchise stores for a well-known fashion brand. In 2005, SKYPRO entered the footwear market via comfort footwear brand Aerosoles. In a partnership with Aerosoles, SKYPRO started to supply TAP Portugal’s crew with footwear. With Aerosoles experiencing financial strife in 2008, SKYPRO decided to develop its own brand, and with this move, the company was born. Today, SKYPRO offers what it says is best-in-class footwear for airline crew, serving some of the major airlines around the world. Focusing on improved www.pax-intl.com | PAX INTERNATIONAL | 59
SPOTLIGHT ON SKYPRO
SKYPRO’s uniforms and accessories offer crew a bit of glamour without compromising functionality or the quality of the fabrics used.
technology, the company — an IATA Strategic Partner — launches new models annually, and recently developed the first certified shoe for airline crew with EN ISO 20347:2012. SKYPRO products are equipped with Fullsense SkyProtect — the company’s promise to airline crews to offer full protection and comfort. “Every product designed by SKYPRO is developed to improve an aviation professional’s life, to keep them safe and comfortable,” says Pinto. Last year, SKYPRO launched a line of undergarments specifically designed to control body temperature and aid with posture correction while flying. The company also introduced flight socks with level one compression, which SKYPRO says should be mandatory for all flight attendants and pilots. In 2015, the company began a new project in partnership with CITEVE (Textile Technology Centre) to create fabrics specifically designed for airline crew. This year, with the support of CITEVE, the world’s best player in the textile industry, SKYPRO will be launching at the World Travel Catering Expo (WTCE) in Hamburg its new project titled, Uniforms of the Future. “The aim of this project is to develop innovative solutions for uniforms that will improve the quality of life for airline crew, focusing on quality and performance with comfort, UV protection, breathability, color fading and wash-ability resistance,” says the company. “Our first collection of uniforms will be presented at WTCE and will be a revolutionary offering.” Aside from its new project, SKYPRO is also focusing on improving its IT systems, 60 | PAX INTERNATIONAL | MARCH/APRIL 2017
services and infrastructure at both their European office in Portugal and their U.S.-based office in Atlanta, in order to provide airlines with better support and delivery services.
The fabric factor
With recent reports of airline crew developing heath issues, including headaches, rashes and respiratory problems from new uniforms, the materials and fabrics used to manufacture such garments have become more important than the overall look or aesthetic of the final ensemble. “During the last year, airline crew uniforms were often selected based on the style or glamour it exuded, without regard to the outfits’ functionality or the quality of the fabrics used,” Pinto explains. “Some fibers might be less expensive, but are not suitable for something that will be worn daily for several hours at a time.” Pinto says that when airlines select new uniforms, they must consider two important factors: textiles — fibers and fabric — and functional design. By considering these two factors, an airline will likely select a uniform that is both comfortable and safe to wear, leading to happy crew members and consequently, a better experience for the passengers on board. “A uniform has to be made with a high percentage of natural fibers to allow for breathability and good moisture absorption,” says Pinto. “At SKYPRO we call this ‘skin-friendly textiles’. SKYPRO uniforms are designed to keep crew comfortable and safe; they not only look professional, but also wear better, fit better and wash better.”
Making strides
Last year saw SKYPRO make some substantial strides. The company was awarded Best Supplier of the Year by Etihad Airways and saw its revenue increase by 87%. With a steady year behind them, SKYPRO started 2017 by working with new airlines, predominantly Middle Eastern carriers, including Etihad Airways, Qatar Executive and flydubai. “We are also serving crew around the world via our online store, serving top airlines like Lufthansa, Southwest Airlines, Delta Air Lines, Luxair and SAS,” Pinto adds. In order to be more accessible in the U.S., SKYPRO launched an online store dedicated to its American customers, which can be accessed by visiting www. wearskypro.com/us. At this year’s WTCE in Hamburg, SKYPRO’s stand will be dedicated to its new uniform collection, which features innovative textiles. In addition, the company’s mainstay — footwear — will also be on display, specifically a new collection of women’s shoes featuring five new models and a new collection of men’s shoes featuring six new models, along with a collection of handbags and additional leather goods. In addition to the new products, the SKYPRO team is also working on a series of services aimed at helping airlines better manage their uniform departments. “Our aim is to care for the uniforms until they are delivered to the final user,” says Pinto. “We will be able to provide uniform consultancy, fabric development and consultancy, manage fitting sessions, fitting consultancy and uniform warehousing inventory management.”
GUEST COLUMN
Brands
breaking in
Companies look to hit pay dirt with airline customers in the Travel Retail Zone at WTCE. This picture shows the section in 2015
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he buy on board sector represents a significant opportunity for brands looking to drive revenue or increase visibility with consumers. The sector is showing signs of a robust compound annual growth rate of 8.4%,
Lance Haywood
Lance Hayward, Managing Director and Founder of The Hayward Partnership addresses the opportunities and challenges of getting products listed in the rapidly growing airline buy-on-board sector by LANCE HAYWARD
according to a BNP Paribas report The Anatomy of Travel Retail. That translates to an increase in value from $63.4 billion to $85 billion by 2020. In addition, it is widely recognized as a lucrative opportunity for brands to gauge consumer reaction and spread the word about their products. Whether it is to increase revenue, gain visibility with consumers or benefit from the association that comes with partnering with a globally recognised travel brand, companies considering the sector need to ensure a clear objective is agreed at the outset. You will need to be certain about what you want to achieve
as well as understanding the rules of engagement in working with the onboard industry, which is not always an easy task. If you don’t understand the business you’re entering into, it could be a significant distraction for your existing strategy. If you have a clear objective in place to manage the demands and potential volume of orders associated with the onboard industry, it is a fantastic sector in which to work. It offers brands a host of opportunities that are sparsely found anywhere else. What other sector can offer you the volume promised by that of the airline industry that transports over 3.4 billion passengers per year? You gain the advantage of a captive audience as well as receiving valuable one-to-one time with a global consumer base. If you’re in it to gain visibility, there is no doubt that this is one of the biggest benefits of being onboard. Of the major challenges faced by brands entering this sector, understanding the industry and the restraints placed on travel companies is key. Airlines typically have a dedicated budget for food and beverages www.pax-intl.com | PAX INTERNATIONAL | 61
GUEST COLUMN available onboard. The migration from a complimentary service to buy on board has resulted in products, which used to be provided “free” to passengers but at a significant cost to the airline, now helping airlines break-even or in some cases, make a profit. What hasn’t changed for the airline is the intense pressure to effectively manage this budget in an increasingly competitive travel market. While airport and handling, maintenance, fuel and crew costs are significantly bigger chunks of an airline budget; these are to a large extent costs that an airline cannot control. A greater focus for airline management is therefore the relatively smaller areas of the budget where they have a higher level of control or “discretion” e.g. the service they offer on board. As a result, this budget can fluctuate significantly dependent on what is happening in other parts of the budget – the cost of fuel for instance. A brand may succeed in getting onboard but only for a limited duration. Smaller brands need a clever strategy to deal with the potential peaks and troughs
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in orders. Larger organizations with deep marketing pockets and an established supply chain may appear to have an advantage, but their challenge is the ability to respond quickly to the rapidly changing environment. These are all important issues to bear in mind when considering your manufacturing and supply chain capabilities. The same is true of your market price point. Has your product already achieved listings in major retail outlets and has a recognised cost in the eyes of the consumer? If so, travel operators will want to make sure that it is available onboard at a similar, if not more competitive, offering to entice passengers to buy. This can be a significant. The buy on board market has seen significant growth and success resulting in a queue of new brands looking to move into the sector. Today, we are even seeing larger established retail brands make the move onboard. Marks & Spencer’s recent partnership with British Airways is a great example and is indicative of a trend we would expect to see more of in the future. For smaller brands, innovation and speed
to market is key. Seasonality onboard the aircraft is now commonplace so it’s important to have a continuous pipeline of innovative products to ensure your successful partnership with an airline can be sustained. Ultimately for brands to succeed, they need to stand out. Trade events like the World Travel Catering & Onboard Services Expo (WTCE), which takes place in Hamburg every April, offer companies the opportunity to get in front of key air and rail decision makers. Getting recognised is often the biggest challenge and succeeding here can be the first step to selling your brand at 35,000 feet. Lance Hayward will moderate a panel of onboard hospitality suppliers at this year’s Taste of Travel during the World Travel Catering & Onboard Services Expo in Hamburg, 4-6th April 2017. The session, titled ‘Getting a new product onboard’ is set to be an open debate with the audience discussing brand, communication, procurement, trend monitoring, innovation and lots more.
I2I GROUP
Tracking the ubershoppers Researcher i2i Group reveals the most important mega trends among Chinese global travelers that will shape the shopping environment this year
Alipay, the financial payment system of online sales giant Alibaba, and WeChat Wallet, part of Tencent (China’s largest company by market capitalization), own this world of mobile payments
C
hina-based research specialist i2i Group has made a number of predictions for the coming year about the world of luxury shopping and spending by Chinese global travelers. The company has drawn on its pool of nearly 20 million people. More than nine million Chinese global travelers and shoppers read its Galerié magazines, in addition to five million focused on just shopping and another five million WeChat readers. Here, the firm unveils the mega trends and most important considerations for luxury brands and retailers in the coming year who are focused on Chinese global travelers and shoppers.
The rise of frequent independent travelers (FITs)
For years, luxury brands and retailers have been focused on the busloads of Chinese tour groups traveling the globe and trying to get them to spend a few minutes in their stores or boutiques. After all, groups made up the vast majority of Chinese travelers and shoppers. In 2016 this trend shifted substantially, with premier shopping des-
tinations such as New York, Paris, Los Angeles, London, Singapore, Tokyo and Seoul seeing the majority of their arrivals as independent travelers, in some cases as much as 60%. Based on i2i group’s reader and WeChat fan research, the independent traveler and shopper stays longer, shops more and spends more by as much as 100% compared to the typical group traveler. FIT shoppers buy higher end products and spend over US$6,800 per person per trip and travel as much as three to four times each year around the world. This translates into approximately US$40 billion of luxury buying. Brands and retailers who focus on this segment will find that their average sale increases in value while extending brand loyalty to a frequent global shopper as compared to the once-in-a-lifetime group traveler. “There is little doubt that this will be your primary Chinese shopper for years to come. While global group travel was stagnant in 2016, FIT travelers increased by as much as 30% to some destinations,” says Alexander Glos, CEO, i2i Group.
Uber-global Chinese travelers and shoppers
Much has been written in the past year about the slowdown in the Chinese economy and how it will impact global Chinese shopping. The country’s 7% growth rate is, by Chinese standards, slower than before. But Glos believes these Chinese macro numbers do not do justice to the micro influences that are thrusting the highend Chinese global luxury shopper to be the world’s number one international customer. Long haul global Chinese travel shoppers in 2016 reached 30 million travelers, out of the 140 million total international Chinese travelers. Long haul means from China to Europe, North America, Australia and New Zealand. Of this group, approximately 20% are uber-shoppers, which i2i defines as spending more than US$25,000 or equivalent per person per trip exclusively on shopping. These shoppers take only 6 million annual trips and count about 4.5 million travelers – just a quarter of 1% of the population. In its research, i2i focuses on how these
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I2I GROUP travel shoppers act, behave and how their income affects their travel shopping tastes and spend. These uber travel shoppers earn their income largely through independent businesses; they own their businesses. Glos gives an example: “I once met a man on a flight in China who told me his company, which he founded about 15 years ago, manufactures over 100 million glasses, mugs and cups each year for sale throughout China and the world. His average profit margin per item is approximately 20 cents, which translates into US$20 million a year. He told me he loves to hear the sound of glasses being dropped and breaking in restaurants or bars.” No matter how the Chinese economy grows or slows in 2017, these businesspeople, these uber travel shoppers, will manage their businesses to their bottom line. If sales drop because of Chinese or global economic woes, they will simply cut costs, dismiss staff, etc. Their bottom line, their take home income each month, will not be affected. Hence their disposable income will remain strong no matter and they will continue to travel and shop.
Alipay and WeChat Wallet
“I live in China and I am really glad I don’t work in the credit card business,” says Glos. “To paraphrase a recent Nobel Prize winner, The payments they are a-changing!”
Alipay, the financial payment system of online sales giant Alibaba, and WeChat Wallet, part of Tencent (China’s largest company by market capitalization), own this world of mobile payments. Over 800 million people in China are using one or both mobile payment systems for virtually all of their non-cash payment transitions. According to Worldpay’s 2016 Global Payments Report, Alipay accounts for 44% of global mobile wallet spending and is on pace to reach 60% by 2020. “No matter if you are topping up your metro card, paying for a taxi, at a convenience store, checking into a hotel, buying an airline ticket or now shopping in Asia, Europe or North America – Alipay and Wallet are the way the Chinese consumer wants to go and so you need to follow,” says Glos. The reason for this upsurge in mobile payments? Glos says they are easy to use, cheap, and offer discounts and benefits. Unlike banks with capped interest and expensive transaction fees, Alipay and WeChat Wallet are not banks and unregulated. Hence they pay higher rates of interest to the customer, take no fees, and offer cash discounts and loyalty incentives. It’s an easy choice for the Chinese global shopper. In 2016, China will generate over US$1,700 in mobile payment volume per capita, compared with US$475 in the US. In real terms, this is over US$2 trillion.
Premier shopping destinations for Chinese include New York, Paris, Los Angeles, London, Singapore, Tokyo and Seoul
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“If you are opening a WeChat store, or want to offer China home delivery, prearrival shopping to independent travelers, or just looking to be very China friendly, you need to take Alipay and Wallet,” says Glos.
The Trump effect
Chinese global travel shoppers can be fickle. As seen over a year ago, European terrorism impacted travel choices for all tourists and particularly the Chinese, who are especially risk averse and safety conscious. If hot words between the US and China under President Donald Trump translate into hotter deeds by either country, it’s logical to assume that Chinese travel shoppers will shift their travel plans to locations perceived or propagandized to be more appealing and welcoming to Chinese travel shoppers. Two years ago, exchange rates propelled the Chinese to Japan and South Korea because global luxury brands were underpriced by shifts in exchange rates. Suddenly stores in Tokyo’s upscale Ginza district were awash with Chinese shoppers. No matter what happens politically, the Chinese will still travel and shop. The only question to be determined is where. Smart brands will watch these trends and monitor travel and spending behavior as the political temperature swings, concludes Glos.
Alexander Glos, CEO, i2i Group
I2I GROUP
No matter what happens politically, the Chinese will still travel and shop. The only question to be determined is where
追踪超级购物者 爱戴爱集团 (i2i Group) 调查表明，中国出境游客最 重要的大趋势将决定本年度的购物环境
爱
戴爱集团凭借对中国旅游 业的专业深入研究，对未 来一年间中国出境游客的 全球奢侈品购买和消费情 况做出了一系列预测。
团游。但是，这一趋势在 2016 年出现 了大幅度改变。前往纽约、巴黎、洛杉 矶、伦敦、新加坡、东京和首尔等热门 城市的大部分游客是自由行游客，有时 这一比率甚至达到 60%。
这些预测都以对近 2000 万中国游 客资源库的调查为基础。其中，900 多 万人是阅读其《Galerié》杂志的出境 游客和购物者，500 万人是热情的购物 者，还有 500 万人是微信用户。
根据对爱戴爱集团读者和微信用户 的调查，自由行游客和购物者的逗留 时间更长、购物数量更多、购物开销更 大，是传统跟团游客的两倍之多。FIT 购物者购买的终端产品价值更高，他 们每人每次旅行花费超过 6800 美元， 每年全球旅行三到四次。这就意味着约 400 亿美元的奢侈品购买量。
爱戴爱集团为重点关注中国出境游 客和购物者的奢侈品牌和零售商揭示 了未来一年间的重大趋势和最重要的考 量因素。
小标题：频繁自由行游 客（以下简称“FIT”） 的出现 多年以来，奢侈品牌和零售商都将注意 力放在满车的中国出境跟团游客上，竭 力让他们在自己的店铺里停留片刻。毕 竟绝大多数中国游客和购物者会选择跟
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关注此类客户的品牌和零售商将发 现，与难得出行一次的跟团游客相比， 频繁全球购物者不仅所购商品的价值 更高，对品牌的忠诚度也更高。“毫无 疑问，他们将成为未来几年中国购物者 的主力。尽管 2016 年全球跟团游表现 不佳，但某些旅行目的地的 FIT 游客增 加了 30%，”爱戴爱集团首席执行官 Alexander Glos 表示。
中国超级全球旅行者和购 物者 过去一年间，很多文章都谈到中国经济 下行及其对中国游客全球购物的影响。 中国的经济增长率为 7%，低于前些年 的增长速度。 但 Glos 认为，中国的宏观经济走 势并未影响高端中国游客对全球奢侈 品的购买力，实际上，高端中国游客已 经成为全球最庞大的客户群体。2016 年，中国长途出境旅行购物者达到 3000 万，而当年中国出境游总人数为 1.4 亿。长途旅行是指从中国到欧洲、 北美、澳大利亚和新西兰。在长途出 境游客中，大约 20% 的人为超级购物 者——在爱戴爱看来，单次旅行购物花 费超过 25,000 美元或等值金额的人即 可称为超级购物者。 这部分购物者每年的旅行次数仅为 600 万次，人数约为 450 万，仅占中国 人口总数的 1%。
I2I GROUP 在此项研究中，爱戴爱关注的是这 些旅行购物者的行为表现及其收入对旅 行购物品味和花费的影响。 这些超级旅行购物者的收入大都来 自独立的自有企业。 Glos 举了一个例子：“我曾经在飞 机上遇到过一个中国人，他告诉我，他 15 年前创立了一家公司，现在这家公 司每年生产一亿个玻璃杯、马克杯和其 他杯子，销往中国和世界各地。每件产 品的平均利润率大约是 20 美分，因此 他一年的利润大约是 2000 万美元。他 说，他喜欢听餐馆或酒吧的玻璃杯掉到 地上或打碎的声音。” 不论中国经济在 2017 年是增长还 是放缓，这些商人，这些超级旅行购 物者，都能够让企业盈利。如果销售因 为中国或全球经济不景气而下滑，他 们就会缩减成本或裁员等；所以他们的 利润、他们每月实际到手的收入还是不 会受到影响。因此，他们的可支配收 入依然非常丰厚，他们仍会继续旅行 和购物。
在线销售巨头阿里巴巴的金融支 付系统支付宝和腾讯（中国市值最大 的公司）旗下的微信钱包共同占据了 中国的移动支付市场。中国有 8 亿 多人正在使用这两种或其中一种移动 支付系统，进行几乎所有非现金交 易。Worldpay《2016 年全球支付报 告》显示，支付宝占据全球移动钱包花 费的 44%，到 2020 年，这一比率将提 高至 60%。 “不论是充地铁卡、付出租车费、 在便利店购物、入住酒店、购买机票， 还是去亚洲、欧洲或北美购物，支付 宝和微信钱包都是中国消费者惯用的 支付方式，所以你得按照他们的喜好 来，”Glos 说道。 移动支付兴起的原因何在？Glos 指 出，这是因为它们使用简便又便宜，还 能提供折扣和优惠。
支付宝和微信钱包
银行利率受限、交易费昂贵，而支 付宝和微信钱包不是银行，所受束缚更 小。因此，它们可以向客户提供较高的 利率、不收交易费，还可以提供现金折 扣和老用户福利。中国的出境购物者当 然会选择它们。
Glos 说：“我住在中国，我真的很庆 幸我不从事信用卡业务。”“套用诺 贝尔文学奖得主鲍勃·迪伦的名句，就 是——支付方式在变革！”
2016 年，中国人均移动支付金额为 1700 美元，相比之下，美国仅为 475 美 元。中国的实际总额超过两万亿美元。
“开微店、提供送货上门服务、自 由行旅客抵达前购物，或者只是想要变 得“非常中国”，那就需要支付宝或微 信钱包”，Glos 如是说。
特朗普效应 中国的境外旅行购物者心态难以捉摸。 就像一年多前，欧洲的恐怖袭击对全球 游客，特别是中国游客赴欧旅行产生了 不利影响，因为中国游客有着极强的风 险趋避和安全意识。 唐纳德·特朗普就任美国总统后， 如果中美之间的激烈言辞演变为激烈的 行为，我们有理由相信，中国旅行购物 者会改变旅行计划，转而前往感觉上或 宣传上对他们更具吸引力、更欢迎他们 的地方。 两年前，汇率的变动让中国人蜂拥 前往韩国和日本，因为在当时的汇率 下，这两个国家的全球奢侈品牌价格偏 低。一夜之间，东京银座的高档店铺内 挤满了中国人。 不论政治局势如何，中国人都会旅 行和购物。唯一需要考虑的问题是， 目的地是哪里。聪明的品牌将关注这些 趋势的走向，同时密切注意政治局势变 幻对旅行及消费行为的影响，Glos 总 结道。
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INNOVATIONS
Game-changers
WTCE’s What’s New Onboard at last year’s event in Hamburg
Product innovations from new and established suppliers to inspire air and rail operators can be found at this year’s WTCE What’s New Onboard stop
T
he 2017 World Travel Catering & Onboard Services Expo is gearing up to host the suppliers that will showcase the latest innovations designed to improve the passenger experience onboard. Spanning categories from food and drink, health an well being and amenity kits to onboard security, technology and logistics, a diverse collection of new products will be featured on the show floor giving visitors the opportunity to learn about the latest launches to the market. Returning to highlight a selection of the newest product launches, WTCE’s What’s New Onboard feature will help visitors plan their visit to the show, by identifying notable products launched within the last 12 months. Exhibitors will include Dairy Concepts IR, which will unveil its newly developed ‘world-first’ all-natural, highprotein, sweet dairy snack bars. Fruchee® bridges the cheese and yoghurt categories
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by combining the texture and dairy goodness of cheese but with half the fat and salt, plus the sweet taste of yoghurt but with half the sugar and no mess. The products come in easy-to-open 20g stay-fresh pods that are perfect for meal trays and snack packs. Also featured in the What’s New Onboard exhibit is Radnor Hills, which will introduce a new solution for onboard hydration in the form of its handy 125ml, 200ml and 250ml cartons of Fruella juice available in apple, orange, tropical and apple & blackcurrant flavours. Further aiding passengers’ hydration is Uppy! – an oral rehydration product packed with vitamins, minerals, electrolytes and ginger. Meeting passengers’ needs for free-from alternatives, Dr. Schar AG/SPA will reveal a gluten-free ciabatta in bake foil, available as a white or wholegrain bun. Other products within the What’s New Onboard showcase will include SNACKBOX TO-GO ambient cakes, wrapped as individual portions for passengers to enjoy onboard; Delucono’s Belgian chocolate cone offering a triple chocolate experience featuring a crunchy Belgian wafer, exquisite layer of Belgian chocolate and delicious creamy filing; and Butlers Chocolates, which will premier an exquisite range of luxury individually wrapped milk, dark and white mini chocolate bars. The range takes inspiration from Butlers popular gourmet range and
composed of six new flavors including White Chocolate with Raspberry and Milk Chocolate Salted Caramel. Meeting the growing demand for exclusive amenity kits on-board, skysupply GmbH will highlight its recent partnership with Delsey Paris to create an extravagant mini hard shell suitcase, inspired by Delsey’s luxury chatelet collection. Demonstrating the importance of onboard brand collaborations, Aniak will also reveal its collaboration with CLAW&CO to create a collection of amenities adorned with creative and colourful patterns, ideal to keep younger passengers entertained on long flights. The collaboration marks a first for Claw Money, a New York-based graffiti artist and fashion designer. When it comes to onboard security, TydenBrooks Security Products is well placed to ensure buy-on-board and catering carts are protected against tampering. It will present the Hawk Lock - a reusable padlock that works in combination with its disposable security seals - the Hawk Seal. The product is available in multiple colors and can be supplied with numbers and barcodes for track and trace systems applied within the industry. Commenting on the global innovations at WTCE 2017, Archana Sharma, Event Director, said: “The onboard industry is constantly evolving to meet changing
INNOVATIONS consumer dietary and travel preferences. For example, we’ve seen a noted increase in buyer demand for free-from foods, which will be evident at the show. This further cements WTCE’s role as the go-to trade show for solutions to improve the onboard passenger experience and offers a center for innovation within the industry. It not only offers suppliers and buyers a chance to see the latest onboard catering innovations, but spans a wide range of categories including security and the supply chain.” Offering a new concept for airline catering and ‘above the wing’ expenditure, DHL Supply Chain – the global market leader in the logistics industry – will reveal a range of technical innovations helping to improve the supply chain for onboard operations. For example, its stand at WTCE will host the company’s Sawyer robot - a high performance, collaborative robot designed to improve the processing and packaging of food consumed onboard. The company, which has successful catering contracts with leading air and rail operators, also runs a £8.8 million catering hub at London’s Heathrow Airport. It includes a specialist recycling centre, help-
The Flex-e-Clip is part if the waste collection system from Onboard Logistics
ing airlines to reach ‘zero waste to landfill’ catering services. The importance of innovations designed to reduce waste onboard will also be put under the spotlight by Onboard Logistics Ltd. The waste management and onboard solutions specialist will showcase its waste management solutions, including Flex-eBag and Flex-e-Clip designed to transform onboard waste collection.
“Innovation has always been at the heart of WTCE from product launches like healthy snacks to the technologies that facilitate the process of getting products onboard,” Sharma added. “We’re excited to welcome visitors to learn about the exciting products new to the market, helping to transform the passenger experience and delivery of services onboard.”
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SPECIALTY CATERING Frankenberg is now launching meals made with Fairtrade ingredients
The Kosher Box from Bangkok Air Catering (BAC) features a kosher- certified meal made in BAC’s kosher kitchen
Food for thought I by
n preparation for this year’s World Travel Catering and Onboard Services Expo (WTCE) in Hamburg, organizers shared with the industry their findings on a very current — and continually unfolding — topic: ‘free-from’ foods. Partly due to the rising number of people with food allergies and intolerances, WTCE’s findings show that airlines are being urged to improve their free-from offering to satisfy the huge demand for these products on board. “While for many, consuming free-from foods is a lifestyle choice, for others, it is necessary to prevent serious illness,” said a WTCE spokesperson. “As a result, airlines are under pressure to cater more comprehensively to this need.” There will be more free-from foods on display at WTCE this year and one of the key areas of interest will be the thriving gluten-free market. According to Technavio, a leading market research company, new product innovation is expected to contribute to this market’s growth in the coming years. The free-from trend has increasingly found its way on board with many airlines catering for vegetarian, vegan, diabetic and gluten-intolerant preferences. According to Nikos Loukas, consultant and author of Inflight Feed, Asian airlines do this very well. “Most Asian-based carriers offer an assortment of allergen-free meals and usually offer something that will suit almost any request,” he said in the WTCE press release.
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MELISSA SILVA
Suppliers weigh in
From gluten-, preservativeand additive-free to a handful of other labels in-between, the inflight meal service has never been more complicated — or inclusionary, than it is today
Based near Rome, Italy, Group SOI has noticed the efforts made by airlines to offer more healthy and “cleaner” meal options on board. “Airline catering has changed drastically over the last 10 years, and we personally believe more changes will take place regarding the food choices offered to airline clients,” says Daniela Blasi, General Manager of Group SOI. “Without a doubt, new forms and ingredients need to be adopted when preparing food for passengers, and where there is a demand there must be a response from the airline and caterers.” At WTCE, Group SOI will be presenting some alternative variations of authentic Italian specialties, including: Crocus D’oro, the finest organic farmed saffron threads,
Boneless seared and sousvide halal lamb shank from James Calvetti Meats
produced in the town of Nepi that enrich any recipe with its unique flavor, aroma and color; and its Herbed Extra Virgin Olive Oil range — a total of eight oils — infused with locally grown aromatic herbs and spices and produced using 100% natural ingredients and locally grown olives, which are cold pressed in the company’s modern olive oil mill. The Extra Virgin Olive Oils are gluten-free, halal certified, non-GMO, preservative-free and additive-free. Flavors include: Thyme, Basil, Rosemary, Coriander, Cumin, Black Pepper, Cardamom and Saffron. Both Fleury Michon Catering (airline meals departure from Europe) and Delta Dailyfood (a subsidiary of the French company Fleury Michon), have also noticed an increased focus by airlines
SPECIALTY CATERING Radnor Hills’ new specifically designed range of drinks designed for on board consumption addresses the hydration needs of today’s passengers with added health benefits
New from DFMi is Kiki’s Gluten Free products, ranging from glutenfree pockets to pitas, desserts, pizzas, pastas, baked goods and more
on increasing the quality of inflight food, as well as greater interest in sustainable sourcing. Part of both companies’ activities involve creating Special Meal Request (SPML) meals for Business and Economy class service. For example, like all of Delta Dailyfood’s meals, their SPML meals are made from scratch, and are not immediately distinguishable from the company’s regular meals, thanks to the quality ingredients used. Fleury Michon Catering and Delta Dailyfood anticipate an increased presence of more organic, natural, non-GMO and preservative-free food items available on board in the coming years, and not only are they ready for this shift, but also excited. “Our nutritional savoir-faire leads us to develop meals that can meet people’s expectations and specificities in order to help them to eat better,” the companies share.
Healthy hydration
U.K.-based beverage company Radnor Hills says in addition to the interest in having free-from food on board, there has been an equal interest in having healthier drink options available as well. “Specialty drinks are also rising, and it’s important to remember the health benefits of keeping hydrated whilst on flights,” says Chris Butler, International Accounts Manager for Radnor Hills. “Often consumers won’t want to drink alcohol, so a good soft drinks selection is important.” The company launched a range of drinks designed for on board consumption, where hydration is a top mind for many travelers. Featuring a non-spill mechanism, the tetra carton’s prismatic shape — featuring eight sides —provides an easy grip for on-thego consumption and renders it “anti-roll” when on meal trays. Each tetra carton offers a 12-month shelf life, is completely preservative free and is available in 125ml, 72 | PAX INTERNATIONAL | MARCH/APRIL 2017
200ml and 250ml pack sizes. DFMi, a specialty sales and marketing company, focusing on the travel and transportation industry, has been aware of the increased interest in healthier food options on board for many years — specifically in Europe where non-GMO regulations have been in effect for some time — but has only noticed it making a real impact in the U.S. within the past five years, with the last two being especially impactful. According to Graham Felton, CEO and Owner of DFMi, there are several factors that have contributed to this impact, including: a higher percentage of flying passengers routinely reading labels before making selections and/or consuming products; food manufacturers globally are now making tasty, clean-label products; airlines have made menu ingredients and allergen information readily available to flight attendants and passengers; and airlines are financially positioned to cost justify the added expenses and view it more as social responsibility than just a cost burden. DFMi is offering a new selection of freefrom and healthier food items, including: gluten-free and halal-certified Chickbean Crisps from Saffron Road, featuring four grams of plant-based protein; Honey & Oats Bars (1.3 oz) from Nature’s Bakery (strawberry, apple cinnamon and blueberry) that are USDA organic, certified non-GMO, kosher, vegan, dairy free, cholesterol free, with 0% trans-fat and low sodium; and Kiki’s Gluten Free products, ranging from gluten-free pockets to pitas, desserts, pizzas, pastas, baked goods and more.
label adds more credence and value to our products that are already GMO-free, preservative-free, colorant-free and additive-free,” says the company. Frankenberg remains confident about meeting airlines’ increasing free-from needs, largely because offering healthier food options without GMO ingredients is one of the company’s key philosophies. “We have also noticed in the other markets we provide for, an increased demand for sugar-free products,” the company adds. “In general, we find that the demand for SPML is increasing, from vegetarian and vegan options to gluten-free and ethnic meals.” Chicago-based James Calvetti Meats and Calvetti Culinary Creations has invested in the study of Islamic dietary concepts and practices in order to present its customers with a more diverse, inclusionary and in-demand offering. “The production and sales of halal foods are an important part of our product mix,” says Jamie Calvetti, President of James Calvetti Meats. With the halal food sales soaring in North America, Calvetti says it is clear that many consumers — and passengers — are making food decisions based on personal choice, not just religion. “It’s about a differ-
From free to fair
German meal service company Frankenberg is launching meals made from Fairtrade ingredients for its SPML meals and also for Standard Meals. “The Fairtrade
Group SOI’s Crocus D’oro, the finest organic farmed saffron threads, is made in the historic town of Nepi
SPECIALTY CATERING ent way of processing what we eat,” he adds. “Food for all of us is no longer generic. With that in mind, we’ll keep providing a diverse, superior range of products for all to enjoy.”
Questions and concerns
Across the globe in Asia, Bangkok Air Catering is very much aware of the heightened interest in free-from goods in the inflight catering industry, but airs on the side of caution when it comes to the lasting effect of organic food items, due to the high costs involved with bringing such items on board. “For next five to 10 years, there is the possibility that airlines will continue to promote organic food, but it may be just a gimmick due to cost concerns, unless, there’s a cost reduction on a certain level,” says Amorn Rassamesangpetch, Director Corporate Communications for Bangkok Air Catering Co., Ltd. “I don’t think it will make as big of an impact as expected, because unlike halal, kosher, and dietaryrestricted food items, which are a necessity, organic food items are simply a want or a desired option.”
Despite his skepticism, Rassamesang- or modified starch, both of which are fully petch does recognize the larger role nutri- in line with the labeling; Additives such as tion is playing when it comes to inflight sweeteners (yellow traffic light), which are catering, especially with more and more used only if necessary; and Forbidden (red passengers wondering just how healthy traffic light), which include flavor enhanc— or unhealthy — the meal on the tray in ers, fillers, propellants or coating agents. front of them is. The company says it is important to “Nowadays, people are more concerned officially declare that a product does or with health, and we want to help passen- does not contain a particular additive. gers limit the calorie intake of each meal “Consumers are used to labels like, ‘no they consume on an aircraft,” says Ras- artificial flavor enhancers’ or ‘no artificial samesangpetch. “Using our NutriSystem, coloring’ and they trust them,” says Silke we can calculate the nutrition data from Schmuck, Director Sales and Marketing each airline meal. If it’s found high, we at LSG Sky Food, based in Germany. will create a healthy alternative, or share “Therefore it is very important for us to the nutrition data with passengers in case also show our customers and consumany have health concerns.” ers that our products follow our clean Taking calculation one step further, label approach.” LSG Sky Food, partner of U.S.-based Oakfield Farm Solutions, has developed a manual outlining the three categories of compulsory labeled additives, which are: Unrestricted use (green traffic light), which include acidifiers All of Fleury Michon Catering and Delta Dailyfood’s meals are made from scratch using high quality ingredients
Cake
Sponge Cheesecake Butter cake Fruit cake Mousse
Laminated dough Croissants Puff Pastry Calzone Frozen dough
Sauces
Demi-glace Béchamel Tomato concassé BBQ Apple sauce
Pre-cut fruit & Vegetables Cubes Slices Sticks Julienne Chateau RÖsti
Bread
Toast Loaves Baguettes Buns Rolls Pita bread
Dietary
&
Lifestyle
Vegetarian / Vegan Organic Diabetic Gluten / Nut allergies Low sodium / Cholesterol
Confectionery Truffles Pralines Decorations
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WINE GUEST COLUMN
A taste of honey A beverage as old as civilization is finding inroads at one airline, and offers a tantalizingly sweet glimpse into the past by AYELE SOLOMON
T
he oldest fermented beverage is more than just part of history. It is history. Claude Lévi-Strauss, the French anthropologist, wrote that the invention of honey wine marked the point when humans moved “from nature to culture.” In addition to pedigree, honey wine has ubiquity. It is the only truly global beverage - besides milk and water. Wherever an ancient traveler wandered, the elixir made from just water and honey was available to quench a thirst, consummate a deal or marriage (it’s no accident that a “honeymoon” follows a wedding), or aid in cementing new friendships. So how did this come to be? When a beehive is exposed to rain and natural airborne yeast, this provokes fermentation. The resulting happy accident became honey wine that a traveling hunter-gatherer probably stumbled upon, which of course would have made this happy traveler a hometown hero - if not a god! Ancient honey wine was probably crude, and until now honey wines have not evolved significantly like grape wines. Before introducing a modern honey wine, The Honey Wine Company searched the world to decide where and how to create a modern version. Sonoma County, California, where you find the famous neighboring Napa and Sonoma grape-wine appellations, can develop and produce modern honey wine. Here, the Honey Wine Company spent five years in aging and fermenting trials to produce a uniquely universal version of honey wine: “The Honey Wine for Wine Lovers.” The Company settled on the aspirational word-play name, Bee d’Vine, and bottled the wine (after about a year aging) in both 375 milliliter and 750-milliliter sizes. Within six weeks of market release in 2014, Bee d’Vine was tasted on The Today Show on national American television and received a number of internationally acclaimed Gold Medals, magazine articles, and 93 Points rating from the Beverage Testing Institute. Wine critic Matt Kettmann from Wine
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Bee d’Vine Brut pairs well with several foods and is a refreshing aperitif
Enthusiast wrote, “If someone handed you this excellently intriguing honey wine and told you it was made from an obscure Italian white grape varietal, you’d probably believe them….it’s nutty nose is simply sexy, and its flavors are bright and light.” Unlike grape wines, honey wine has no tannins, and there is a significant portion of the population that cannot tolerate bitter tannins.
Occasions and Food Pairings
Now to imagine all honey wine tasting sweet is a perfectly understandable misconception. Yet, Bee d’Vine comes in dry “Brut” and semi-sweet “Demi Sec” varieties. Golden and brilliant in appearance, Bee d’Vine tastes floral, perfumed, nutty and waxy. Spring water and honey are its only ingredients, and aging in French oak give it a lively minerality. Bee d’Vine offers a highly versatile wine that pairs with practically any foods and even dishes that defy compatible wine pairings: “Brut” is an aperitif that could be offered to passengers as an alternative to champagne. It pairs well with seafood and foods that are traditionally difficult to pair, such as eggs, salads, and light cheeses. “Demi Sec” is a match for spicy foods – also notoriously difficult to pair with tannic grape wine. It complements desserts or serves as one. Both “Brut” and “Demi Sec” Bee d’Vine possess a light acidity that balances the honey notes and create a smooth finish. The lack of tannins means that it’s soft on the stomach - especially an empty stomach - as is typical of a boarding passenger. ICAO has set a goal of carbon-neutral airline growth from 2020. While not reducing direct emissions, by purchasing honey wine, and particularly Bee d’Vine, airlines can get ahead of the game and ensure passengers an environmentally friendly wine. The long-term goal for Bee d’Vine is to source honey from tropical forests around the world – creating high incomes from
prized honey which creates incentives for forest communities to preserve their trees (since bees collect nectar from the tree flowers). The Honey Wine Company mantras are “doing good has never tasted so good” and “TASTE CHANGE.” Conceivably every language in the world has a name for honey wine – the Honey Wine Company has chronicled 173 of those languages in a book called The Celebrated Story of Honey Wine, which was recently awarded the Gourmand prize for “Best in World” wine history book. The ebook or audiobook are available for free download on www.DiscoverHoneyWine. org or www.BeeDvine.com. Of those 170 languages, about 70 are languages of Ethiopia, where honey wine is still a national beverage today. So it is only fitting that Bee d’Vine is available as a service item on Ethiopian Airlines Business Class – flying to approximately 100 countries. Ayele Solomon operates The Honey Wine Company in San Francisco.
BEVERAGE SERVICE
Half the battle Whether its selling bottles of wine or pouring for the passengers, coordinating galleys and distributing beverages is a challenge that has brought developments from two companies by RICK LUNDSTROM
A
s a beverage cart gets pushed down the narrow aisles of an aircraft, few passengers probably realize that pouring a simple drink involves a complex series of steps in order to make the service as relaxed as possible. Aircraft galleys can be a challenge for flight attendants and aircraft designers. Space is always at a premium and passengers are now taking the liberty of bringing more and more of their own food and beverage choices onboard. This creates waste and storage problems back in the galley. Two companies, and no doubt many more, will be bringing some solutions to meet the challenge of the service aisle to this year’s World Travel Catering and Onboard Services Expo.
Espresso Trolley from ABC International revamped
ABC International of Italy is introducing an innovative and never-seen-before tool to enhance passengers’ flight experience: The Espresso Coffee Trolley. “The new design is so eye catching and it has enhanced its handiness in opening and closing movement thanks to the flapping top axis which supports the coffee machine,” said Virginie Claudia Iorio, Media Relations, Communication and Business Promotion at ABC International. “The new digital touch screen quickens the operation time and simplifies the selection of coffee preference. Cabin crew just need to insert the desired single- or double-shot pod, select long or short beverages, and they are good to go.” ABC International makes the Espresso Coffee Trolley with a number of important functions. Sensors and detectors help control temperature and keep flight attendants
aware of the water levels, and the volume of the beverages for service. The Espresso Coffee Trolley is available in a modified half- or full-size cabin crew trolley eligible for inflight operations. The modification consists of removing the upside panel and installing a section which includes the Espresso Coffee Machine. The system has two fixed positions. In the closed position the Espresso Coffee Machine is stowed in its trolley. In the operative position, the machine is lifted up, ready to brew hot beverages.
or beverages filled at the caterer. Once empty, the drawers can be nested in a trolley or stored in an Atlas-sized galley insert. Up to 21 empty Flex-e-Drawers can be nested and stored in a Atlas-sized trolley, giving crew two trolleys for waste pickup or revenue generation. Onboard Logistics produces the Flex-eDrawers in boxes of seven and pallets can hold 280 drawers. Beades says the nesting feature of the product saves considerable space in the airline catering unit as well.
Onboard Logistics’ solution helps optimize space in the galley
Three years ago, Onboard Logistics, an Irish company, began quizzing potential customers on some of the best ways to handle waste in the cabin. A project that used vacuum sealing was shelved when airlines became concerned about batteries. So the company, which makes the Flexe-Bag and the Flex-e-Clip for converting trolleys to trash collection, began working on other possible solutions. “What we were picking up at the shows was that the big issue is galley space,” said Nicky Beades, Manager Director and Sales at Onboard Logistics. “There is a shortage of places to put waste and everything else.” The company began looking for effective ways to store empty drawers that were used in the trolley service. The answer came in the form of a stackable and nestable drawer made of ABS plastic that the company will debut at this year World Travel Catering and Onboard Services Expo. In keeping with its other products, Onboard Logistics has named the new entrant the Flex-e-Drawer. The Atlas-sized drawers can hold food www.pax-intl.com | PAX INTERNATIONAL | 75
BEVERAGE REPORT Capping a weekend of sales seminars and product education, Monarch cabin crew kicked up their heels at a banquet and presentation of the OMG! awards
Front-line
sales by RICK LUNDSTROM
I
n the past year, Europe based wine merchants have been fighting battles with currency exchanges, uncertainty over a future with the United Kingdom no longer tied to the European Union and weather conditions that have cut deeply into some of the most popular growing regions in Europe. But what they can be thankful for is a never-ending demand for products from the most premium wines by service-oriented airlines that are spending as much as ever to please the front-cabin passengers. As important as the need to supply premium wines in First and Business Classes are the efforts by low-cost carriers to supplement income with inflight sales. Over the past year, no less a venerable an airline as British Airways began to see the importance of inflight sales, with the launch of Marks and Spencer meals and a wide selection of wines and sparkling wines on its short-haul networks within Europe. British Airways is following a sales model that has been honed and perfected by other airlines in the United Kingdom. Whether British Airways reaches the sophistication in its sales approach of airlines such as Monarch, Thomas Cook and easyJet could be a matter of a few critical, motivated crew members that are at the front lines of the sales force. Evidence of that motivation can be
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Airlines and suppliers may have to deal with shifts in currency and fickle weather, but on several charter airlines in the U.K., they can count on a motivated sales force to help get products into the hands of passengers
found in the form of Alpha LSG’s regularly held sales performance weekends, capped by the presentation of the OMG! Awards, which are distributed to top-selling flight crew for Monarch and Thomas Cook Airlines. The most recent was held at the De Vere Cotswolds Water Park Hotel in Cirencester January 24-25. In attendance were 88 of Monarch’s top-selling cabin crew. At the end of the weekend, 27 prizes in six categories were handed out to top sellers for the year. In addition to crew and officials from Alpha LSG, suppliers pitch in for a weekend of intense sales training that the airlines say results in remarkable success through cabin sales. Through what airline officials say is a combination of customer engagement and dedicated sales performance and passenger engagement, the Monarch exceeded its “spend per head” targets for 2016. The next step planned to enhance sales is a series of interactive screens that are being installed in crew rooms. On the screens will be information about passengers that Alpha LSG has gleaned in the booking process, social media and by e-mail. In the run up to their flight, passengers are kept informed about top sellers in Monarch’s selection, new products and any promotions the airline might be running. “These screens are an exciting new way of providing information and up-to-the-
minute news about the world of inflight retail, top selling tips, and much more,” said Richard Wood, Alpha LSG’s U.K. Sales and Marketing Director in a recap of the OMG! Awards for Monarch Airlines in January. “They are another great step toward keeping the crew well informed.” A well-informed cabin crew seems to be one of the keys for the holiday airline’s onboard sales program. During the OMG! weekend several suppliers also contributed to the instruction process. “We constantly attend road shows crew trainings and crew events organized by the airlines we are working with,” said Sandro Bottega, President of Bottega SA, the Italian wine and Prosecco bottler who has been spent 40 years in the duty free channel and whose products are now among the sales offerings on Monarch, Thomas Cook easyJet, Virgin Atlantic and Virgin Trains. At this year’s WTCE, Bottega will be showing visitors to its stand its selection of products that are available in 20cl bottles: its Bottega Gold (sold on Monarch Airlines) and Il Vinco dei Poeti Prosecco, a refined Rosé from Pinot Niro grapes and a sweet moscato wine called Il Vino dell’Amore. Andrew Brown, Owner of Ratcliffe & Brown Wines and Spirits Ltd. may have spent the year fretting about the fluctuating value of the pound sterling and the related
BEVERAGE REPORT uncertainty following the Brexit vote, but he comes away feeling heartened after spending a weekend working the flight crew at an airline like Monarch. “The crew are so switched on and so interested and passionate about it, and that is the difference,” he said. Ratcliffe & Brown supplies a range of wines for sale on Monarch, most recently a Spanish Sauvignon Blanc, Merlot and Tempranillo and Spanish Merlot and Italian Pino Grigio Blush on Thomas Cook Airlines. He said Spain has had a particularly good year giving him the chance to offer some high-quality wines at prices that are more reasonable compared to France and Italy. During the OMG! weekends, Brown said he fields a variety of question from crew. “One of the main things with wine is trying to get over people’s nervousness, because a lot of people know absolutely nothing about wine,” he said. A few simple directions and points about the onboard wine offering is often all that is needed to instill confidence and allow crew to approach passengers with knowledge enough to make a big difference and improve sales techniques.
Bottega Gold in 20cl is available for sale on Monarch Airlines
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INDUSTRY Q&A
Following the
trends Archana Sharma
A robust growth in air travel is driving attendance and interest in the industry’s largest catering event.
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eturning for another year to Hamburg, the World Travel Catering and Onboard Services Exhibition is back with new sections devoted to travel retail, rail service and new exhibitors. Event Director Archana Sharma is overseeing the massive event along with her staff at Reed Exhibitions. In mid-March she gave her overview on the growth in air travel, which drives interest in the WTCE and attracts innovative suppliers intent on finding success in the travel catering sectors. PAX International: When Reed Exhibitions took over from the International Travel Catering Association, did planners expect to see it grow to what it is now? Archana Sharma: We knew there was huge potential for further growth due to the nature of the travel industry. Passenger traffic has continued to increase rapidly
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over the past six years with a 9.6% increase reported year on year in January 2017 – its fastest pace since April 2011 – according to the International Air Transport Association. It attributes the growth to the combined factors of lower airfares, stronger economic conditions and the Indian and Chinese markets driving growth. As a result, the onboard offering has greatly evolved over this time and will continue to expand in line with the growing industry and changing consumer demands. PAX: What are the possibilities for future growth of the event? Sharma: We believe that the travel industry will continue to grow exponentially with a number of revenue opportunities. With this in mind, the event will continue to develop and adapt reflecting the changing demands of the industry and providing a source of expertise and information on the latest innovations and products available to onboard professionals. The 2017 edition will focus more heavily on travel retail in recognition of its growth. The travel retail sector is currently growing at an 8.4% compound annual growth rate – 2.4% above the average
growth rate of the personal luxury goods market over the past 10 years. This presents a significant opportunity for operators to increase ancillary revenue and is one of the reasons why we decided to introduce this year’s dedicated Focus on World Travel Retail. We know that inflight retail is a growing focus for the onboard sector and we wanted to ensure it was given the right level of attention at the show in response to industry trends as well as visitor feedback. Changing consumer expectations means the industry will continue to evolve. We are immersed in the industry yearround and are perfectly positioned to pick up on trends and expand the show as best fits. PAX: What are a few of the more interesting new companies that people will see on the WTCE show floor? Sharma: The 2017 show will feature more than 120 first-time exhibitors, some of which will be based in a New Exhibitor Village. This area will showcase innovation and introduce passenger experience professionals to companies that are new to the show and, in some cases, the industry.
INDUSTRY Q&A Companies appearing in this section will include Butlers Chocolates, Dr Schar AG and the Narumi Corporation. Hundreds of new innovations will be showcased on the show floor including a re–usable padlock from Tydenbrooks Security Products that works in combination with the company’s disposable security seal – the Hawk Seal. Award-winning soft drinks specialist Radnor Hills will also feature, showcasing its new on-board hydration solution in 125ml, 200ml and 250ml cartons, while Snack Box To Go will display its news snacks including its chilled ready-to-eat seasoned chicken. PAX: How much growth have you seen in the rail sector interest since you started the event? Sharma: This is very much a growing sector as recent improvements in rail travel have sparked a huge boost in passenger journeys. Around 8% of all journeys are undertaken on train in Europe, according to Eurostat as of 2016. This growth is reflected at WTCE and we’re delighted to welcome
back the International Rail Catering Group (IRCG), which will return to exhibit at the show for its second year. The show’s dedicated Rail Trail will also return with more exhibitors participating than ever before. Designed to help visitors navigate the show floor for the most relevant exhibitors showcasing products or services relevant to the rail sector, the trail will feature more than 170 companies. These include: Kaelis, one of the world’s leading providers of on-board products, services and solutions for the air and rail industries; Egret Aviation, a manufacturer of galley equipment for air and rail services; and Colpac Ltd, a British designer and manufacturer of food packaging currently celebrating its 80th anniversary. PAX: Can you identify any hot cuisines or trends in inflight food service emerging from the companies at this year’s WTCE? Sharma: We have noticed a steep climb in the number of free-from products available onboard and this will be evident at WTCE 2017. In particular, the gluten-free
market is growing with a compound annual growth rate of approximately 6% between 2015 and 2019, according to Technavio. Continued momentum in this category is largely driven by the perception among consumers that gluten-free foods are healthier and new product development in this area is widespread. Technology is also developing, with examples including iFLEAT’s app-based service that enables passengers to pre-order restaurant food to be served onboard. Chief Executive Officer of iFleat Jaap Roukens will talk about this innovative business at a session in the Taste of Travel theatre on the first day of the show, alongside Founder of airlinetrends.com Raymond Kollau. Raymond will provide insights into changing consumer behaviours and passenger expectations from air and rail operators with a focus on the smartphone on-demand economy. We expect more technological advances made in the onboard catering arena and look forward to hearing about the next big innovations live at the show.
www.pax-intl.com | PAX INTERNATIONAL | 79
RAIL SERVICE
A touch of
sparkle The catering team onboard U.K. operator Virgin Trains West Coast is determined to deliver the wow factor in its First and Standard Class menus In addition to standard desserts, like the brownie, Virgin Trains offers restaurant style jar desserts
by MARY JANE PITTILLA
D
avid Winter believes his team has developed the perfect bacon roll for train travel – and it’s on the menu at Virgin Trains West Coast, where he’s the New Product Development Manager in the UK rail operator’s catering team. The roll is offered on First and Standard Class menus. “We’re all foodies here,” Winter tells PAX International. “Our bacon roll is the perfect size and shape and has just the right amount of bacon to bread.” He adds: “Breakfast is one of our favorite services and a real treat, from a full grill to eggs benedict or fresh fruit salad with yogurt and honey. The catering team works for a largescale operation, which sees some 15,000 passengers travel on the Virgin Trains West Coast rail network during the weekend alone. Three hundred trains run daily from
London Euston station and stop at major hubs such as Birmingham in the Midlands, the UK’s second-biggest city, Manchester, and Glasgow and Edinburgh in Scotland, with many smaller stops in between. The First Class menus undergo a complete change three times a year: mid-January, mid-May and Mid-September. However, through each cycle the operator runs a number of what Winter calls “sparkles evenings”, themed around asparagus, for example, when the vegetable is in season. Winter is keen to offer a “refined eat” in First Class, where diners are served at table, as in a restaurant. His team have to bear in mind the environment in which they are operating, as the train travels at more than 100 miles per hour. “It’s all about ease of eating. People sitting on a train want something convenient to eat and a treat – it’s part of the experience.”
Sparkle can be found on the Virgin Trains breakfast selections
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“We deliver sparkle,” he enthuses. “We want to provide interest within the menus. Because Virgin Trains passengers may be frequent travelers onboard, we offer five choices of evening meal, namely meat, fish, vegetarian, salad and a light meal. The menus are well constructed and balanced. If you travel every day, you don’t have to have the same thing, but we know that many people are creatures of habit or have their favorites.” Keeping the customer’s interest is key. The UK is a nation of meat-eaters, but the vegetarian dish sometimes supplants the fish as the second choice option. Winter cites the recent chickpea curry that became a very popular choice onboard. Another popular evening meal option is “Chips and dips,” composed of corn chips with a selection of dips, such as smokey chipotle, sour cream and green pickle. Future menus will see an Indianstyle selection of poppadoms with brinjal (aubergine) pickle and raita, a yogurtbased condiment. Virgin Trains constantly concerned with quality and also keen to support local communities, using seasonal and – where possible – locally sourced ingredients. Where they can, ingredients are sourced within 15 miles of the track or within 30 miles of stations. However, if a particular product is popular, it will continue to appear on the menu, wherever the train happens to be traveling. “We source our cheese from a supplier in Goosnargh, Lancashire. It’s all about the quality of product, good food and provenance.” Winter aims to run a “fresh kitchen”, working with food producers that have big kitchens. There’s a hands-on, food-led
RAIL SERVICE
Chargrilled asparagus with polenta. Virgin Trains seeks out fresh ingredients within 15 to 30 miles of the track
approach to product development, led by Winter and his team. The shortbread sold onboard is the team’s own recipe, produced by a bakery in Flint on the Welsh borders. In order to minimize waste, Virgin Trains works with a company called Rubies in the Rubble, a sustainable food brand that makes high quality relishes and jams out of surplus produce that would otherwise go to waste. Any bruised apples are turned into chutney and used in a sandwich, for instance. Winter’s team developed the recipe for a cheese and West Coast apple chutney sandwich that appeared on the Standard Class menu. Winter describes the firm’s approach as “end to end.” His team thinks carefully about how ingredients can be used for one dish and then transformed into an entirely different meal option, drawing on their network of suppliers. At time of writing, the team have been busy working on the new menu, launching in May. One highlight will be crispy buttermilk chicken, corn fritter and slaw. “We’ve also got linguine with lemon butter sauce with salmon. The salmon price has gone up, so we’re working on our sourcing. We only use sustainably sourced proteins, such as fish landed in the UK, and British meats,” he notes. Alongside seasonality, sustainability plays a huge part in the catering operation. “We avoid overprocessed and overtraveled food. This would affect the flavor and texture, the quality, and also the quality of how we can deliver it.” When selecting prawns or tropical products, for example, the team considers the issue of exploitation in the wider world. The inclusion of beef is another similar concern, due to the amount of raw materials consumed in order to raise the
cattle, among other considerations. Winter emphasizes authenticity as an important factor in the selection of dishes. For example, Virgin Trains has been working with a chef on a new vegetarian biryani recipe originally created by his mother. “The key to this recipe is it’s a layered biryani with six different layers, combining spiced rice with vegetables and curry sauce,” he says. Communication of the layered concept on the menu will be key, to inform passengers that this is no ordinary biryani. Winter’s team studies food trends, but they ultimately aim to offer what a passenger would expect to see. For a main course, there is always an option that’s more on-trend, alongside a traditional dish and usually a naturally gluten-free meal. He describes gluten-free as a popular lifestyle diet right now in the UK as well as a therapeutic one. “We reflect on what’s happening now, but people expect to see familiarity and old favorites,” he observes. “Over the Autumn, for example, we had a sticky toffee pudding on the dessert menu, an old favorite that’s very popular. The other options were fresh fruit or cheese and biscuits.” When it comes to coffee, Virgin Trains offers the Aroma brand by Nero in Stan-
dard Class and Douwe Egberts coffee in First Class. “We’re not so concerned about the brand name, we’re more interested in the quality of the drink. We see all sorts of passengers onboard – some are highly informed, some follow fashion trends, and others are just looking to refuel.” Winter said he delights in finding products in limited volumes that would work well onboard. He cites as an example Mrs. Kirkham’s cheese, produced by a very small supplier. “This cheese is now made by the son of Mrs. Kirkham on a farm in Lancashire. We identified the cheese and have used it several times. It’s good quality and not widely available. Passengers like the feeling that they’ve found something new,” he smiles. Selecting dishes for Virgin Trains also takes a great deal of imagination. Taking inspiration from high-end restaurant-style jar desserts, the company buys the jars and has its own dessert recipe made fresh each day. “It’s a screw-top jar that looks high class; it’s easy to serve and eat onboard. People find it interesting and some take them home afterwards!” Jar desserts have included lemon and lime posset, chocolate mousse, raspberry posset and chilled rice pudding with lemon curd. Plans for 2017, between March and December, include revamping the Standard Class trolley and onboard shop selection. The company will trial breakfast pots and new salads. “We use trials and promotions to test the market and understand what people would like to buy. What are their need states – what do they want and where?” A sausage roll will be tested in spring, and a new range of hot snacks will be trialed in September. Summer will see a new sandwich range and fresh salads. This year also marks the 20th anniversary of Virgin Trains. To celebrate the occasion, Red Velvet cupcakes in Virgin’s signature color will be given out at Virgin Trains stations across the UK in a staged event.
One of the chefs on Virgin Trains developed a biryani recipe from a favourite in his family
www.pax-intl.com | PAX INTERNATIONAL | 81
RAIL SERVICE
Rolling on
The Canadian by RICK LUNDSTROM
Up to 30 cars may be needed to accommodate passengers on The Canadian during high season. Approximately half that number is used in the winter
Via Rail’s flagship service is a four-day, four-night trip that exposes the traveler to a vast expanse and the best of the country’s cuisines
T
hough a trip from Vancouver to Toronto on Via Rail’s transcontinental route The Canadian takes four days and four nights to cross the vast nation, many may find the pilgrimage worth the long trip to note an important year. The year 2017 marks the 150th anniversary of Canadian Confederation. During a trip on Via Rail’s flagship service, a passenger selecting the rail line’s Sleeper Class Service can dine in comfort on a variety of Canadian favorites with the spectacular Rockies rolling by out the window. Bison Burgers, grilled salmon, chicken skewers and a vegetarian item called the Malibu black bean burger were part of a recent lunch offering on Via Rail. Dinner may be cod loin and duck leg; however the most popular of the evening offerings
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Manager of Product Service Design at Via Rail. During the high summer season the train grows to up to 30 cars. Sleeper Service passengers are served three meals a day, with up to two sittings per meal services. With the exception of desserts, everything aboard The Canadian dining car service is prepared on board the trains. There is also a Café Express outlet where meals can be ordered. The work in the dining care is highly hands on, in The Canadian. In high season there may be two 60-foot dining cars. About half the space in the cars are devoted to the meal service. A chef and a cook complete their service with a galley composed of two ovens, three refrigerators, two freezers, a steam table and a sink. Chefs on Via Rail are required to have the Canadian Red Seal, which is earned through classroom training and years of apprenticeship. Though most chefs are Canadian, Drozdowski said German and French chefs have worked the dining cars. At press time Drozdowski said Via Rail had 46 chefs on staff. Many are allocated to other tasks when they’re not on board cooking. Via Rail makes use of caterers for its corridor routes between major cities, which are commonly used more for business travel and commuting. Gate Gourmet is an important supplier for meals in the business class car, which is a standard traytable service. It is on the corridor route where Via Rail challenged staff and chefs to submit homegrown recipes in celebration of the 150th year of Confederation. One of the winners: a Cottage Pork Roll with sauce and steamed potatoes.
is the Via Rail prime rib. Side dishes may include lentils sourced from the country’s Prairie Provinces and sweet Saskatoon Chutney. Though produced in France, the primary source for the Dijon mustard are the seeds, also grown in Canada. Wild rice, another Canadian specialty, is also used freely through the menus. Wines from British Columbia and Ontario are prominently featured. “As much as humanly possible” the rail line looks to domestic sources for its menu items, said Cathy Drozdowski, Officer of Service Design at Via Rail. With a generally good idea of the number of travelers booked for dining car service, Via Rail can carefully plan and load products based on a long history of seasonal bookings and anticipated passenger counts. During the low season, The Canadian typically runs Via Rail is proud that up to 9%0 of its menu ingredients on between 12 and 14 cars, are sourced from Canada said Dean Rockhead, Senior
EVENT COVERAGE
Abu Dhabi to host the 36th edition of the
MERCURY AWARDS SIAL Middle East 2017, the professional trade exhibition for the food, beverage and hospitality industries, announces the launch of the 36th edition of The Mercury Awards set for next December. Special to PAX International by
T
he Mercurys recognizes the finest in travel catering and honors entrants across meal; service concept; food product; beverage; and equipment categories. An integral part of the 8th edition of SIAL Middle East, the awards will take place at a gala ceremony on December 11 at the Shangri-La Hotel, Qaryat al Beri in Abu Dhabi. “2017 will mark 36 years for the Mercury Awards and will celebrate and accolade the best innovators within the travel catering industry.” said Joanne Cook, Managing Director at The Mercurys. “Judged by a panel of independent experts, the awards recognise the very best in on-board catering with five main award categories spanning airline meals, service, general onboard food and beverages and equipment.” Last year’s awards recognized 10 companies in the travel catering industry: • The taste and quality of the Chicken Tikka Masala by DSI Foods was an example of a classic dish that was awarded best Airline Meal Economy Class, enticing judges by the fullness and flavor. • The Airline Meal Premium Class award was taken by Etihad for a special range of dessert offerings focusing on textures around a single flavor. The judges were impressed by the well-presented innovative dessert plates that featured flavors from raspberry, elderflower to beetroot with a sponge, a parfait and jelly. • The radical approach of Qantas new economy won best Service Con-
•
•
•
•
• •
cept Economy Class for their Qantas International Dining experience that resulted in larger meals for the passenger and easier management by the crew. Qatar Airways’ Super Food Salad won the Service Concept – Premium Class demonstrating careful design and thought into not just the flavor combination but also the well-being of the passenger. Monty’s Bakehouse impressed the judges with their Chinese BBQ Style Chicken Savory Pastry packed in a convenient hand-held oven-friendly box, setting the snack apart from other entrants in the Food Product – Snack category. This product was a step beyond the usual hot snack offerings, impressing the judges by the quality of packaging and the product. Green Gourmet captivated the judges by serving sweet potato fries on the aircraft. With extensive research and clever use of packaging, Green Gourmet solved the problem of soggy fries and took home the Food Product -Savory item award. AB Klaipedos was recognised in the Food Product - Sweet category for the Dione Premium Ice Cream Bar, which had all the qualities of a premium deluxe cup yet was sustainable in its ingredients and production. The Beverage award was won by Caffè Di Artisan for the simplicity and quality of their coffee capsules. Malton was recognized for the Equipment Production category with their
Ministro Vacuum Flask. The judges were very impressed by the detail and lengthy research put into the design of this product that was able to retain heat for longer with a steel double walled vacuum. • The Equipment Passenger was awarded to Faerch for their Airline Modular Concept. Made from 30% recycled materials and itself 100% recyclable the judges were wowed by the variety of ways the interlocking attributes could be applied to various service concepts. The winners honored with the awards have responded: “Mercury Awards is the Oscar of the Airline Industry. The team at DSI foods is thrilled with this achievement, and it is extremely motivating for us to share the stage with big names in the industry. Our winning dish Chicken Tikka Masala has been tastefully developed to appeal to a wide spectrum of passengers. It meets all the four quality attributes namely appearance, aroma, taste & texture. This recognition in the global arena has opened a new chapter for DSI foods,” stated Puneet Arora, Deputy Managing Director, DSI Foods. “We recognise the Mercury Awards as being the most prestigious awards of inflight catering, the Oscars of the industry, and are very proud to have received the award for Best Premium Service Concept 2016,” commented Lorna Green, Manager Communications – Customer Experience, Qatar Airways. “For the team in the UK and Abu Dhabi www.pax-intl.com | PAX INTERNATIONAL | 83
EVENT COVERAGE to be honoured by such a prestigious award is very exciting. This award reinforces the excellence of our Culinary Design Team and cements our position as an industry leader,” said Lucy Stowell, Senior Manager Marketing & Insight, Monty’s Bakehouse. Tom Kanchanawat, Business Development Manager, Green Gourmet said, “Winning a Mercury award for our Sweet Potato Fries provides an excellent stage to introduce a delicious and unique eating experience on board and showcase this innovative product to the airline catering industry.” “The Mercury Awards” is one of the most important criteria by which products are evaluated in all world countries and it creates high added value. Award granted to DIONE - a huge recognition, which not only confirms Dione ice cream quality and taste but also opens up unique possibilities for inflight-catering market,” added Rūta Kanapienė, Head of Global Development, DIONE. ‘It’s a huge honour for Caffe di Artisan to win The Mercurys 2016 for the Best Beverage. It’s truly like winning the Oscar. The
whole team is delighted beyond words!” said Shankar Sharma, co- founder, Caffè di Artisan. “It might sound a tad arrogant, to say but, as the only supply company in the world to have won this award five times now, we are absolutely delighted. It is, without doubt, the most prestigious award in the world, for the travel catering industry. When we decided to enter the Mercurys again earlier this year, we felt quietly confident that we had an excellent product to present. In fact, after spending nearly two years in developing and then supplying the Ministro
Thermo-Flask, we were greatly encouraged by the feedback, we got from our customers, including cabin crews, which has been so positive,” commented Gordon Oakley, CEO, Malton Asia. “Faerch Plast are very proud, that our ‘Airline Modular Packaging Concept’ received the Mercury Award 2016 category Passenger-Equipment, perfectly demonstrating our capabilities to translate our expertise and know-how into a solution tailored to the airline industry,” concluded Anthony C. Mayr, Area Sales Manager / Manager Airline Industry, FaerchPlast.
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WHAT’S HOT!
WHAT’S
HOT! 100% Oat Cookies – FlyFit: In cooperation with Hoppe Food Group, FlyFit has launched a new range of oat cookies featuring three flavors — cranberry, coconut and dark chocolate nibs. High in dietary fibers and made with sunflower oil instead of palm oil and all-natural ingredients, the cookies contain zero additives. Visit FlyFit at WTCE, stand 1G40
Cole Haan amenity kits for American Airlines – Buzz: Earlier this year, American Airlines launched a range of refreshed amenity kits featuring fashion and lifestyle brand, Cole Haan. The designs are inspired by Cole Haan’s signature Genevieve Weave and will be offered across First and Business Class on long-haul international and transcontinental flights. Facilitated by inflight experience specialists Buzz, the collaboration produced a range of amenity kits featuring four functional and stylish bag designs including a fold-over clutch bag that can double as an tablet case, travel wallet and a Dopp kit. Visit Buzz at WTCE, stand 4D70
Radnor Fruits 125ml – Radnor Hills: The U.K.’s leading schoolcompliant drinks brand is now available in 125ml and 200ml tetra prisma cartons. Initially developed to keep children hydrated at school, Radnor Hills’ fruit drinks have branched out into the travel industry with handy pack sizes perfect for small people’s hands, featuring anti-spill and anti-roll mechanisms to make traveling with youngsters an easier task. Visit Radnor Hills at WTCE, stand 1G50a
Double Layers –
Limited Edition Pizza Slice – Group SOI: Group SOI has introduced a new limited edition pizza slice in the traditional triangle shape — a first in the airline catering industry. The new pizza slice allows passengers to enjoy quality pizza in a familiar way. Using only 100% extra virgin olive oil and the finest flours that are naturally leavened using traditional artisan techniques, the stone oven baked pizza slice allows passengers to experience real Italian pizza at 35,000 feet. Visit Group SOI at WTCE, hall A4, stand 4E31
Gut Springenheide: Gut Springenheide introduces double layers, traditional German country crepes made with fresh eggs and baked by hand following old recipes. Consisting of golden-yellow crepe layers spread with fruits such as cherries and apricots stacked upon each other, double layers are easy to handle, ready to serve, variable in portion size and come individually frozen. Visit Gut Springenheide at WTCE, hall A1, stand C80
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WHAT’S HOT! Desserts – Mademoiselle Desserts (DFMi): Previously known as Specialty Desserts and established in 1995, Mademoiselle Desserts manufactures and supplies high quality, decadent desserts, cakes, slices, tortes and tarts across Europe. Sourcing good quality, sustainable ingredients to stay ahead of the ever-evolving market, product development is the center of the company’s activities. Visit Mademoiselle Desserts (DFMi) at WTCE, stand 1E88
Clean Label Frozen Meals – LSG Sky Food/Oakfield Farms Solutions: LSG Sky Food, the Germany-based partner of Oakfield Farms Solutions, offers airlines clean label frozen meals and components. Achieving a clean label meal begins with ingredient sourcing and transparency in the menu design process. The approach at LSG Sky Food is to reduce additives used in frozen meals and components, and to stay as close as possible to the original condition of an ingredient. LSG Sky Foods’ clean label meals declare not only what is in the meal, but what is not in the meal. Visit LSG Sky Food/Oakfield Farms Solutions at WTCE, stand 1D20 and 1E20
illy – AMI: The unmistakable illy blend is perfect whichever way you want your coffee: espresso, filter or instant. The illy blend is composed of nine distinct highest-order Arabica coffees spanning four continents. The result is a coffee perfectly balanced with a taste, a feel, an aroma that are all illy’s own. Visit AMI at WTCE, stand 4F80
Duality – AVID Design: New from AVID Design is its unique custom serviceware. Featuring an artistic mix of colors, patterns, and materials, the new service ware is designed to leave a positive impact with passengers, enriching their onboard experience. Visitors to WTCE can browse AVID Design’s new dishes and cutlery products in each stage of design and select custom serviceware. Visit AVID at WTCE, stand 1F80
Hot Snack – Snackboxtogo: New from Snackboxtogo is a pastry product, available in a range of different flavors, including tomato-mozzarella, spicy chicken and apple-cinnamon. The pastry product is customizable and can adapt any flavor request. Designed to not crumble, the pastry product is packaged in oven-ready packaging, requiring no handling. Designed for the size of an airline tray, the packaging allows for the snacks to fit in the oven as economically as possible. Visit Snackboxtogo at WTCE, stand 1G30
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WHAT’S HOT! Qatar Airways First and Business Class amenity kits – FORMIA: FORMIA, has entered a long-term agreement with Qatar Airways to supply new amenity kits for its First and Business Class passengers, marking the first time an airline offers hard-case amenity kits in its two premium cabins. The new kits feature luxury travel accessories brands Bric’s and Nappa Dori, as well as Castello Monte Vibiano Vecchio cosmetics. The First Class kit represents a miniature version of the Bric’s Bellagio trolley and includes matching accessories to collect, such as a Bric’s luggage tag or bracelet. Business Class long-haul kits are inspired by the Bric’s Sintesis range. Passengers flying Business Class on medium- and short- haul flights will receive a modern travel pouch from the Indian luxury brand, Nappa Dori. The first two designs released for inbound and outbound flights are a passport holder and a wallet pouch, which are part of a collectible set. Visit FORMIA at WTCE, hall A1, stand 1E40
Hawaiian Airlines Business Class amenity kit – WESSCO International: WESSCO International has developed the Business Class amenity kits for inbound flights to Hawaii, featuring a hand-cut lehua print of “‘Auli‘ilani” from Sig Zane Designs. The canvas bag has a zipper closure with two pockets on the outside, the Hawaiian Airlines word mark embossed on the exterior and a bamboo zipper pull with the Hawaiian Airlines word mark. The kit contains eyeshades with the matching lehua pattern, socks with a playful flip-flop design, earplugs, a pen, a bamboo comb, a dental kit, tissues and Loli’i skincare, including hand and body balm, lip balm and hydrating mist with their signature scent “Makiki Valley.” Visit WESSCO International at WTCE, hall A1, stand 1C10
Coat Hanger – Kaelis: A time saver for airline crew, Kaelis’ coat hanger simplifies passenger boarding while reducing the chances of misplacing passengers’ belongings. Recently picked up by Delta Air Lines for use on board its First and Business Class cabins on all flights, the customized coat hanger features two built-in wheels, which by turning will allow Delta crew members to enter a passenger’s seat number before hanging up their jacket. Visit Kaelis at WTCE, stand 4F10
Bamboo Hot Towels – Global Inflight Products: New on offer from Global Inflight Products is its Bamboo Hot Towel. Extra soft Bamboo feels like silk and thanks to its naturally porous fiber, is more absorbent than other textiles. Bamboo is the fastest growing plant on earth and is raised without fertilizer or pesticides. Naturally antibacterial and anti-fungal, bamboo is an eco-friendly renewable resource and 100% biodegradable Visit Global Inflight Products at WTCE, stand 1E10
Sweat Collection – Bayart Innovations: Bayart Innovations has introduced its new sweat collection, which will be showcased for the first time at WTCE. This collection includes amenity kits, blankets, headphones, neck cushion, sleepers, pajamas, eye masks and chinaware. Visit Bayart Innovations at WTCE, stand 4F30
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WHAT’S HOT! Norduyn Atlas Drawer – RMT Global Partners:
Premium Headset Custom-
RMT now represents the Norduyn family of products in the U.S. including their Atlas drawers. Weighing only 550 grams, the Norduyn Atlas drawer has reinforced edges, innovative glider design to prevent jamming in the trolley, is dishwasher safe and compatible with other drawers. Visit RMT Global Partners at WTCE, stand 1F58
ization Options – Linstol: Linstol is expanding customization options for its latest headset model to include new colors, materials and finishes. In addition to customizing sound components, there are 15 customizable external components that can be tailor-fit to meet any airline’s brand requirements. Finish options include a wide array of materials and colors including different plastics, wood, gloss and lightweight aluminum. New for 2017 is a matte soft-touch rubber finish and the ability to print sleek patterns and other graphics via immersion printing. Visit Linstol at WTCE, stand 4E30
Sleeved Desserts – Lily O’Brien’s: At this year’s WTCE, Lily O’Brien’s will be showcasing stylish sleeved desserts — a key part of the company’s growing foodservice offering for 2017. The balance of foodie-inspired recipes with classics is represented in the new range of sleeved desserts with recipes including: Chocolate & Ginger Mousse, Vanilla Cheesecake, Key Lime Pie, Chocolate Orange Mousse and Lemon Posset. Visit Lily O’Brien’s at WTCE, stand 1C30
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WHAT’S HOT! Flex-e-Drawer – Onboard Logistics: The Flex-e-Drawer is a new atlas plastic drawer that is stackable for flight kitchen operations. After a service, the Flex-e-Drawers can nest into each other, creating space in the trolleys. When used in combination with the Flex-e-Bag, a meal trolley can transform into a waste trolley, which reduces the number of waste trolleys and thus increases the number of revenue-generating trolleys in the process. Visit Onboard Logistics at WTCE, stand 1F88
Gourmet Primo – Bangkok Air Catering: Gourmet Primo, a subsidiary of Bangkok Air Catering Co., Ltd., is a specialist manufacturer of high quality, semi-finished food products, ready for use. Beginning operations this September, Gourmet Primo will also offer finished meal solutions tailor-made to client requirements that comply fully with the food safety standards, GMP and HACCP.
The impact of the IFSA Foundation cannot be underestimated. See how IFSA Foundation changed the lives of 26 students in 2016.
1/2 PAGE HORIZ
The International Flight Services Association financially supports students establishing or advancing their careers with the IFSA Foundation scholarship program. Last year alone, the foundation raised $115,000 in scholarships, helping 26 talented members of the IFSA community further their education. We are proud to have given away over $600,000 in the last 15 years.
IFSA encourages members and their families to take advantage of this resource! All families of IFSA member companies may apply for scholarships ranging from $2,000 to $10,000. Scholarships may be applied to tuition, books, living expenses and associated costs with college or other educational opportunities. Applications are available at www.ifsanet.com.
The IFSA Foundation thanks our foundation supporters: Delta Airlines, Dnata, Sue Ling Gin Charitable Trust, McGuire and Associates, JetBlue Airways, FreemanGroup, Infinite Peripherals, gategroup, Air Fayre, Flying Food Group, United Airlines, Harvey and Laura Alpert, King Nut Companies, Intervine, John Louis Foundation, DFS Inc., John & Ginnie Long, AMI, Fleury Michon/Delta Daily Food, James T. Pfannkuche, Wessco International, Gourmet Foods, Ken Samara, Michael J. Devine Memorial, Oakfield Farms Solutions, and Alphonse Joseph. To learn more about IFSA scholarship opportunities or to donate, please visit www.ifsanet.com.
The International Flight Services Association is a global professional association serving the needs and interests of airline and railway personnel, caterers and suppliers who provide onboard services on regularly scheduled travel routes. IFSA is dedicated to the advancement of the art and science of the multi- billion dollar inflight and railway onboard service industry.
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ASSOCIATION NEWS
Two associations plan year of
greater cooperation
T
he Airline Passenger Experience Association (APEX) and the International Flight Services Association (IFSA) in January announced a more tightly aligned relationship to better serve the global airline industry. In a joint announcement, the two groups said the alliance would include international co-located events, coordination on joint working groups, reciprocal guest board member attendance at board meetings, more integrated sharing of a common association management company, and a common Chief Executive Officer serving both associations. Both APEX and IFSA will maintain their respective autonomy, identity, committees, and boards. Through the relationship, APEX will leverage IFSA to represent their catering and services member segment. This step will help to further solidify APEX as the industry’s most influential member-based organization dedicated to elevating the entire passenger experience. For IFSA, the association will grow more global as the pivotal airline association of the catering and in-flight services market. “As APEX further strengthens our own global identity of representing the entire airline passenger experience industry, we are proud to announce a more integral relationship with IFSA,” said Brian Rich-
ardson, APEX President from American Airlines. “The inclusion of more catering and service elements at APEX events will attract greater numbers of senior airline decision makers who oversee this sector, along with IFEC (inflight entertainment and connectivity). It will also offer a greater diversification of products, services and information.” “IFSA has always viewed APEX as an important ‘sister association,’ as we have a lot in common, from our focus on in-flight services to our shared desire to evolve our value propositions and expand our memberships,” said Jane Bernier-Tran, IFSA President, United Airlines. “We believe that by furthering our relationship with APEX, IFSA can increase its global footprint, build additional strategic partnerships with likeminded organizations, expand its reach, and bring greater value to its members.” As a spokesperson for both APEX and IFSA CEO, Joe Leader will work to accelerate organizational synergies, align IFSA with APEX’s global expansion, and deliver an important boost toward greater global recognition of IFSA as the voice of the onboard hospitality industry. “I have had the great honor to represent both APEX and IFSA at amazing industry events; elevating global awareness and expanding the thought leadership of both
of these world-class associations,” said Leader. “As we now look ahead to our co-location at EXPO this September in Long Beach, we are closely collaborating to identify strategic opportunities to align on programs and services which will provided increased value for all members and the industry as a whole.” Both associations represented by the Kellen Company, an association services group, based in Atlanta.
C A L E N D A R 2017 Aircraft Interiors Expo/World Travel Catering and Onboard Services Expo April 4-6 Hamburg. For general inquiries contact AIX at aixhamburg. helpline@reedexpo.co.uk or call +44 208 271 2174 Marine Hotel Association 31st Anniversary Conference and Trade Show, April 2-4 Naples Grande Beach Resort, Naples, Florida. For more information, contact MHA at mha@mhaweb.org or call 415 332-1903 World Travel Catering and Onboard Services Expo, Middle East, May 15-17 Dubai. For more information, contact Reed Exhibitions, at Telephone 971 2 4917615 or e-mail info@wtcme.com. Website http://www.wtceme.com APEX Multimedia Market, April 24-26, Berlin. For more information contact APEX at info@apex.aero or call 212 297–2177 International Flight Services Association Conference and Exhibition, APEX EXPO, September 25-27 Long Beach, California. For more information, contact IFSA at ifsa@kellencompany.com or call 404 252-3663 SIAL Middle East, Catering Exhibition and Mercury Awards, December 11-13, Abu Dhabi. For more information, call 971 (0) 2 401 2949 or e-mail info@sialme.com
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Because being in the air means being on cloud 9 Entertainment and enjoyment add up to contentment. Our wonderful range of onboard comfort items will keep your passengers relaxed and comfortable throughout the flight – and even long after it. We manage every single step of the complex process, from sourcing through to delivery, with quality and durability always at front of mind. We’re renowned for pushing the boundaries in giving your passengers home comforts that are out of this world, such as this sustainable blanket. Discover how we can take your brand to a new level - visit us at the LSG Group booth 1E20 (Hall A1). www.spiriant.com
FROM
changing demands TO
adapted solutions
Travel in Transformation Our world is changing at an ever increasing pace, confronting our industry with a huge range of challenges. At the LSG Group we focus on supporting our customers individually to manage any transition – for example between complimentary and retail concepts. Explore how we approach challenges from all angles, and constantly adapt to be the best partner. Get inspired at our interactive booth at WTCE 2017. World Travel Catering and Onboard Services Expo Hall A1, Booth 1E20 4 – 6 April Hamburg, Germany wtce2017.lsg-group.com