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airline passenger

volume 6, edition 5 | december 2016 - january 2017

Keep Calm & Carry On  Experts weigh in on the challenges with baggage official publication of the airline passenger experience association


© 2016 Disney Enterprises, Inc.

SPINE COLOUR - NO IMAGE OR TEXT PAST THIS POINT


Coming to Airlines March 2017

Contact: martin.sansing@disney.com

nt.disney.com


COVER COLOUR - NO IMAGE OR TEXT PAST THIS POINT


Inflight connectivity is finally a two-way conversation. True 4G Wi-Fi is here. And it’s going to do more than keep passengers productive and entertained. It’s going to completely transform every aspect of how the industry operates—from dynamically optimizing flight paths and saving flight time to monitoring aircraft health, providing analytics and much more—revolutionizing aviation as we know it.

THE FUTURE OF IFC IS HERE. WE’D LIKE TO BRING YOU ON BOARD.


EXPANSIVE SCALABILITY

through our dedicated proprietary beamforming technology providing unparalleled 4G performance that won’t slow to a crawl—no matter who’s sharing the airspace.

20X MORE SPECTRUM 60 MHz than the current ATG industry standard,

supporting connectivity both to and from the aircraft, with very low latency.

10X FASTER

than current ATG networks, with speeds that rival 4G Wi-Fi on the ground allowing for real-time bidirectional data sharing.

COST SAVINGS AT EVERY STEP

from affordable installation and set-up, to lower operating expenses and total cost of aircraft ownership. Improve performance and increase safety with bidirectional connectivity, all for less than you’re paying now.

Visit SmartSkyNetworks.com or call 800.660.9982


Install app on a mobIle DeVICe or tablet

G LO BA L E AG LE ENTERTA I NMENT

| geemedia.com | info@geemedia.com


Give your passengers content on the go before they’re on the go.

browse top-rateD moVIes, tV serIes anD DIgItal publICatIons

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stream, reaD anD enjoy seleCteD meDIa DurIng the flIght


SERENITY S1 CONSUMER HEADPHONES BUILT FOR FLIGHT

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• • • •

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ARINC type D1/2 NC jack enabled

ARINC type C1/2 aircraft powered High fidelity remastered audio Powerful hybrid noise canceling Sensational open-earTM talk-through Touch or remote control of audio features

Panasonic HD Audio™ compatible High definition digital audio 3D immersion with parametric EQ Powerful hybrid noise canceling VoIP-enabled with adaptive sidetone Sensational open-earTM talk-through Touch or remote control of audio features


Serenity S1 headphones expertly balance beautiful product aesthetics with a durable mechanical design. All this, while providing astonishing high definition sound performance, superior comfort and a suite of innovative features, including open-ear™ touch.

WWW.SERENITYHEADPHONES.AERO Developed by Soundchip SA, Serenity S1 headphones are manufactured under license by Long Prosper Enterprise, Co. Ltd. Soundchip and HD-PA are registered trademarks of Soundchip SA. All rights reserved. ©2016. For further information visit www.serenityheadphones.aero


Ad Directory

apex experience

Advertisers’ Directory

Visit us at apex.aero

volume 6, edition 5 december 2016 - january 2017

A Look At Media www.alookat.com See page 112

Donica www.donica.com See page 36

Linstol www.linstol.com See page 108

Soundchip www.soundchip.ch See page 8

Airborne Interactive Ltd. www.airborne.aero See page 39

Emphasis Video Entertainment Ltd. www.emphasis-video.net See page 91

LSG Sky Chefs www.lsgskychefs.com See page 47

Telefonix Inc. www.telefonixinc.com See page 16

Entertainment in Motion www.skyfilms.com See page 94

Panasonic Avionics Corporation www.panasonic.aero See outside back cover

Walt Disney Studios Motion Pictures Non-Theatrical www.ebvnt.disney.com See front cover reverse gatefold

Eros Inflight Media Ltd. www.erosnow.com See page 102

Paramount Pictures www.paramount.com See inside front cover

Warner Bros. www.warnerbros.com See page 97

FTS Technologies www.fts-aero.com See page 28

Pascall Electronics www.pascall.co.uk See page 54

West Entertainment LLC www.westent.com See page 33

Global Eagle Entertainment www.geemedia.com See page 6

Penny Black Media www.pennyblackmedia.com See page 101

Zodiac Aerospace www.zii.aero See page 23

Global One Media www.globalonemedia.co.uk See page 30

Phitek Systems Ltd. www.phitek.com See page 26

Images In Motion www.iim.com.sg See page 105

Rockwell Collins www.rockwellcollins.com See inside back cover

Inflight Peripherals Ltd. www.ifpl.com See page 62

Skycast Solutions Inc. www.skycastsolutions.com See page 82

Inflight Dublin www.inflightdublin.com See page 25

Skyline IFE Ltd. www.skyline-ife.com See page 107

Inmarsat www.inmarsat.com See page 12

SmartSky Networks LLC www.smartskynetworks.com See pages 4 and 35

KID-Systeme GmbH www.kid-systeme.com See page 19

Sony Pictures Releasing Corporation www.sonypicturesinflight.com See page 99

Airbus www.airbus.com See page 48 Astronics Advanced Electronic Systems www.astronics.com See pages 21 and 45 Astronics Armstrong Aerospace www.astronics.com See page 79 BBC Global News Ltd. www.bbc.com See page 91 Bluebox Avionics www.blueboxavionics.com See page 11 CMI Media Management www.cminyla.com See page 67 Deutsche Welle www.dw.de See page 39 Deutsche Telekom www.telekom.com See bellyband and page 15 digEcor www.digecor.com See page 40 Dawson Media Direct Ltd. www.dawsonmd.com See select pages from 92 to 111

10

volume 6, edition 5

Airline Passenger Experience Association


10 Years Thinking Beyond the Box 2006

The year it all began for Bluebox. In 2016 we have been proud to celebrate 10 years of service and success, delivering the best experience of any portable IFE product in the sky!

2007 2008 2009

2010

Bluebox Ai The secure IFE app optimized for pre-loaded Early Window Content on iPad. Over 18,000 deployed by 2016.

Bluebox Hybrid

2011

Our connected portable IFE combi del ivers Hollywood EWC in a wireless cabin.

2012

Bluebox wiFE

2013 2014 2015

2016

Our fitted wireless IFE solution delivers 1000s of hours of content to personal

Portable Hybrid

For ultimate lightweight flexibility: Ai + Wow EWC + cabin-wide streaming, minus STC!

digital devices.

=

Bluebox Wow Walk-on wiFE streams video, audio, games and magazines with no mandatory STC. Battery powered with extremely rapid deployment.

info@blueboxavionics.com blueboxavionics.com Contact us to discuss your portable and wireless IFE requirements.


Follow us @theAPEXassoc

Contents

apex experience

Roll With It

volume 6, edition 5 december 2016 – january 2017

Holidays can be a stressful time for travel. Baggage piles up, schedules get tangled in flight delays and tempers can run high – it’s an industry-wide effort to keep things running smoothly. Luckily, new ideas to remedy baggage woes, cater to female travelers and improve airports are underway.

> IN PROFILE

> FEATURES

71

Hub Sweet Hub

Airlines as Producers

Airlines are pouring millions into their home terminals – upgrading facilities, services and architecture, to extend their onboard hospitality to passengers on the ground.

Netflix was onto something when it launched its first original series. Now airlines are catching on, producing their own exclusive content for in-flight entertainment.

Caroline Ku and Katie Sehl

Kristina Velan

PHOTOS: PORT OF SEATTLE - DON WILSON; GETTY IMAGES; ALL NIPPON AIRWAYS

ILLUSTRATIONS: JORGE DE LA PAZ; MARCELO CÁCERES; MONICA GARWOOD

55

76 The Solo Female Traveler

63

For business and for pleasure, more women are traveling solo and airlines are recognizing this with facilities, services and amenity kits tailored for them.

Baggage’s Baggage

Benét J. Wilson

Our panel empties their bag on the carry-on conundrum – whether passengers should be limited to a number, or pay a fee to bring one on board – the opinions are diverse. Katie Sehl

Airline Passenger Experience Association

50 Akbar Al Baker Group Chief Executive, Qatar Airways

60 Hiroko Kawamoto Executive Vice-President, Member of the Board, All Nippon Airways

68 Yoram Elgrabli Managing Director, North and Central America, El Al Israel Airlines

74 Yelena Obukhova Deputy Director, Inflight Services, Air Astana

80 David Withers Chief Executive Officer, digEcor volume 6, edition 5

13


Contents

apex experience

Comfort & Ambience Entertainment & Connectivity Catering & Services

Visit us at apex.aero

volume 6, edition 5 december 2016 – january 2017

> INDUSTRY

38 Battle of the Beams

Competition in air-to-ground connectivity is on the rise – all the better for in-flight Wi-Fi. Howard Slutsken

29 Blue Alert

41 Tailored Wearables

31 Heads in the Clouds

With wearable tech, wrists may be the next frontier for airlines to connect with their passengers.

Sleep easy. Comfort is coming to the economy seat with super supportive headrests. Marisa Garcia

Language

Biometric sensors embedded in airline seats could keep passenger health on track.

17 CEO’s Letter

20 Editor’s Letter

18 Board News

22 Featured Contributors

24 APEX in Action

Jordan Yerman

86–89

43 Lounges for

APEX News

Economy Travelers

32 Body

> STANDBYS

Economy doesn’t have to be no frills – some airlines are offering free lounge access.

90 IFSA News

S. Habib

> LISTINGS

10 Advertisers’

Jordan Yerman

Directory

92 Movie Listings 113 #APEXPOTD 34 Talking Trash After analyzing their garbage, airlines realized how reducing waste could help them cut costs. Marisa Garcia

37 In the Mood for Art House

Indie gems hold a special place in the IFE catalog, if passengers can get past the blockbusters. Caroline Ku

14

volume 6, edition 5

83 Travelogue: Somebody’s Nonna You never know who you might sit next to on an airplane. In this case, it’s somebody’s nonna. Amanda Castleman

114

44 Airlines and Landmarks

Throwback: Charting Out the North Pole

Venturing beyond the skies, airlines leave their mark on land with attractions and cafés.

There’s always room for a little Christmas spirit – even inside a pilots’ Jeppesen chart.

Katie Sehl

Howard Slutsken

46 Multiplying Menus Vegan, lactose-intolerant or gluten-free? Whatever the diet, airlines will have passengers fed. Jason Kessler Airline Passenger Experience Association

ILLUSTRATIONS: JORGE DE LA PAZ; PATRICIO OTNIEL; ANGELICA GEISSE; ÓSCAR MATAMORA

Caroline Ku

> APEX

PHOTOS: CONSTANZA BRAVO; BRITISH AIRWAYS; LIM KOK WEE; JEPPESEN

LEDs are good to set the mood, but is blue light the right choice?


IFEC Hardware Platforms

Design & Engineering Services

Cabin Equipment: Custom & Reference Designs

Research Industrial Design User Experience Design System Architecture Mechanical Engineering Electrical Engineering Software Development

The Telefonix PDT SummitTM line of best-in class inflight entertainment and connectivity (IFEC) product platforms continues to grow and evolve, offering customers new features and flexibility. Whether you choose to utilize Summit hardware as designed, create your own custom version of the hardware, or are inspired to create something new, the Telefonix PDT team of engineers is ready to help create your optimal IFEC solution.

Prototyping Integration & Testing Documentation & Certification Manufacturing Management Repair Station Quality Management Obsolescence Management


Follow us @theAPEXassoc

CEO’s Letter

apex experience

Dear Fellow APEX Members, By every measure, for the association’s first EXPO outside North America in 15 years, APEX EXPO in Singapore was a tremendous success. Our EXPO featured an unprecedented increase in attendance with year-over-year growth of more than 20 percent in the number of attendees on our event show floor. More impressively, the event featured the highest number of global airline companies in attendance of any APEX EXPO since 2008. The entire APEX team and I were thrilled to see so many of you in person and equally enthused to be immersed in the most exciting EXPO in years. Full coverage of the event can be found in other sections of this magazine and online at apex.aero. I would like to take this opportunity to recap one of our most important initiatives this year: Partnerships. Since last year, APEX has worked more closely with industry partners to expand our reach across the airline passenger experience. We have done this with a wonderfully

successful colocation with Aircraft Interiors and Future Travel Experience. Those partnerships will continue next year in addition to our sustained relationship with IFSA and new working relationship with IATA. Perhaps the most compelling program launched this year was Official Airline Ratings. By partnering with TripIt from Concur, APEX serves the industry by capturing a crucial area of validated, verified and certified passenger sentiment. The popularity of the TripIt app ensures a solid base to launch the program. Airlines that promote TripIt to their passengers gain even more unbiased insights as the app automatically imports paid itineraries from any commercial airline. Some key takeaways: > The program leverages the existing TripIt app already used by more than 13 million frequent flyers. > Passengers will now have the ability to instantly rate airlines and attributes on a validated five-star scale.

> Data will be used to name the APEX Passenger Choice Awards winners alongside global four- and five-star winners. > APEX will provide airline members with exclusive passenger feedback while assuring passenger privacy. For more information about this exciting new tool, please go to apex.aero/TripIt. We will keep members up-todate as this program advances into its first year. As always, we welcome your questions and feedback so that we can constantly improve member benefits. My contact information and that of your Board can be found at apex.aero. Cheers, and here’s to the incredible advances ahead for APEX, our airlines and our member companies in 2017! Most sincerely,

> Joe Leader chief executive officer

To contact the APEX team, please visit > CONNECT.APEX.AERO/ CONTACTUS

Airline Passenger Experience Association

volume 6, edition 5

17


Board News

apex experience

Visit us at apex.aero

From Your APEX Board

> Brian Richardson president American Airlines

> Éric Lauzon vice president Air Canada

The APEX Board of Directors is committed to keeping APEX members informed about Board initiatives and decisions. In addition to this dedicated space in every issue of APEX Experience, the Board sends direct e-mails to keep members updated and hosts Ask the Board panels at events to receive feedback. APEX is an association for the members, which is why it’s equally important to hear from you year-round.

apex events update

> Dominic Green secretary Inflight Dublin

> Linda Celestino immediate past president

> Joan Filippini treasurer Paramount Pictures

> Kevin Bremer Boeing

Etihad Airways

> There will be one regional event in Dubai, November 2017. The Education Committee will begin developing the agendas for this regional meeting, as well as for APEX MultiMedia Market’s Education Day in Berlin, April 2017, and APEX EXPO 2017. In future years, two regional events will be planned. China and South America are tentatively scheduled as locations for 2018. > Two APEX TECH conferences are scheduled for 2017. For the latest information on the US DOT ACCESS Committee, visit apex.aero. > APEX EXPO 2017 is close to being sold-out after on-site sales opened in Singapore. The conference will be colocated with IFSA and Aircraft Interiors Americas in Long Beach, California, US.

official airline ratings Following the announcement of TripIt as the program’s app partner, the Official Airline Ratings launch is underway. On-site meetings with dozens of airlines at this year’s APEX EXPO proved very productive and positive. Read more on page 88.

reviews and approvals

Spafax

> Juha Järvinen Finnair

> Michael Childers Lufthansa Systems

> Ryanne Van Der Eijk KLM Royal Dutch Airlines

board communications > As requested by members at the most recent Annual General Meeting and throughout EXPO, there will be increased e-communications from the CEO and Board of Directors. > The Board will be meeting again in London, UK, February 2017. It would like to invite members to a networking reception in London hosted by Spafax. For updates on time and location, visit apex.aero/events.

> Ingo Wuggetzer Airbus

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volume 6, edition 5

Airline Passenger Experience Association

PHOTOS: MEHRAN TORGOLEY

> Maura Chacko

> The Board approved the 2017 budget in October. To achieve a breakeven budget, there will be increases in membership dues (2016 rates will be maintained for members who pay three years) and in other areas, including APEX MultiMedia Market booth rates and registrations. There will be no increase in APEX EXPO 2017 booth fees. > The Governance Committee received Board approval for its full review of policy and procedure documents. > The Board has approved annual website enhancements, including edits to the homepage and event pages in 2017.


SKYfi club – Your mobile theatre Staying in touch and streaming content via smartphones, tablets and laptops are now top wishes for air travellers. And SKYfi is one of the most advanced and cost-effective ways to meet these demands – for satisfied passengers who keep coming back. Plus, SKYfi club lets you create personalised entertainment and information programmes streamed directly to passengers’ devices – for the ultimate in in-flight customisation.

KID-Systeme GmbH Lüneburger Schanze 30, D-21614 Buxtehude Phone +49 40 743 716 33 Fax +49 40 743 838 29 E-Mail info@kid-systeme.com

www.kid-systeme.com


Editor’s Letter

apex experience

Visit us at apex.aero

Plan and Expect to Fly We all have a responsibility to help change that view. The cover of this issue represents only women: women as pilots, women as mothers, women as lovers, women with disabilities. In her feature, “The Solo Female Traveler,” Benét J. Wilson takes a hard look at how the industry is learning to accommodate women as travelers. In her Q&A, Hiroko Kawamoto, All Nippon Airways’ executive vicepresident and Member of the Board, shares insight into her work with the airline to empower women and promote diversity. Lastly, it’s with a heavy heart that I share this will be my last issue as editor. What a rare treat it has been to collaborate with an incredible team from around the world, in an industry where I’ve met so many inspiring colleagues and friends. I have been routinely humbled by the passion and wisdom you bring to the industry – thank you. I was recently honored with The Content Council’s Rising Star Award, and while it’s made my cheeks turn all shades of red, I’m proud to publicize it, because the recognition is shared in its entirety with my team. My star could rise because the men and women around me would let it. Let’s continue to rise – and fly – together. Sincerely,

> Katie Sehl editor

Read more about women in aviation at > APEX.AERO/WOMEN

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volume 6, edition 5

Airline Passenger Experience Association

ILLUSTRATION: CINTA ARRIBAS

DEAR READERS, let me tell you about Emma Lilian Todd, a self-taught inventor with an eclectic love of mechanical and aeronautical toys. In 1906, she built what the New York Times proclaimed as “one of the handsomest aeroplanes in existence.” Todd’s aircraft, on display at an airshow in Madison Square Gardens, drew the interest of philanthropist Olivia Sage, who provided Todd with the financial support to build a full-size biplane. With a framework constructed of spruce, albatross-inspired wings made of muslin and held together with piano wire, the two-seater biplane is a testament to Todd’s resourceful imagination and a major contribution to aerospace engineering. In her formal request with the Richmond Borough Commissioner of Public Works to fly the airplane, she became the first woman to apply for a license to fly, and certainly the first woman to apply to fly an aircraft of her own invention. But her request was ultimately denied, and Didier Masson had the honor of flying it for her. A 2014 BBC documentary called All That Stands in the Way asks, “What stands in the way of men being equal to women?” Young girls from Jordan to Lesotho were asked what barriers they perceived because of their gender, and the response from Vigdis, a 15-year-old girl in Iceland, struck me: “I think that being a girl can stop me from doing some things,” she says. “For example, when you think about a plane, you think about a guy as the pilot, and a girl as the one who is catering the food.”


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Contributors

apex experience

Visit us at apex.aero

Featured

Read Benét’s work on page > 76

See Cinta’s work on the cover

Read Amanda’s work on page > 83

See Monica’s work on page > 76

22

volume 6, edition 5

Benét J. Wilson is a veteran aviation and travel journalist based in Baltimore. The weirdest item she’s ever seen brought on board was a ferret as a comfort animal. If she could sit next to anyone on a plane, it would be Bessie Coleman, “So she could regale me with tales about what she went through to become the first black female pilot.”

Cinta Arribas loves her job as an illustrator for magazines, books, newspapers and children. She nearly cried when a pink fluorescent oil paint tube gifted by a friend was taken from her just before she boarded her flight. Besides that, she could easily survive a couple of weeks with just a carry-on. Her favorite holiday movie is Raiders of the Lost Ark. “I’ve seen it a thousand times, but it’s perfect for vacations.”

Amanda Castleman is a writer and photographer who lived abroad for eight years before returning to the saltwater and cedars of her homeport, Seattle. The strangest item she’s ever packed was a set of hand-beaded wineglasses from Kenya’s Masai Mara. Despite carrying them over 10,000 miles on six flights, not one broke! Her next dream destination is Antarctica.

Monica Garwood is a San Franciscobased illustrator. When traveling, she tends to overpack and brings a ridiculous amount of snacks in her carry-on. “My family makes fun of me for it, but they always end up asking me for some mid flight.” If she could sit next to anyone on a plane it would be French artist Edgar Degas, or her dog.

volume 6, edition 5 december 2016 – january 2017

APEX Experience Magazine 575 Anton Blvd, Ste 1020 Costa Mesa, CA 92626 +1 714 363 4900 > Publisher Al St. Germain al.stgermain@spafax.com COVER ILLUSTRATION BY CINTA ARRIBAS

EDITORIAL

PRODUCTION

> Editor Katie Sehl katie.sehl@spafax.com

> Production Director Joelle Irvine > Production Managers Felipe Batista Nunes Billie Gagné-Lebel

> Digital Editor Kristina velan kristina.velan@spafax.com

> Assistant Copy Editor Deanna Dority

> Copy Writer Caroline Ku caroline.ku@spafax.com

> Fact Checker Tara Dupuis

> Digital Specialist Ari Magnusson

> Proofreaders Katie Moore Robert Ronald

> Digital Copy Editor Valerie Silva

ADVERTISING

> Research Assistant Ella Ponomarov

> Sales Director Steve O’connor steve.oconnor@spafax.com +44 207 906 2077

> Contributors Amanda Castleman, Marisa Garcia, S. Habib, Jason Kessler, Howard Slutsken, Bénet J. Wilson, Jordan Yerman

> Ad Production Manager Mary Shaw mary.shaw@spafax.com

ART > Art Director Nicolás Venturelli nicolas.venturelli@spafax.com > Graphic Designer Angelica Geisse > Contributors Cinta Arribas, Constanza Bravo, Marcelo Cáceres, Jorge De la Paz, Monica Garwood, Óscar Matamora, Patricio Otniel

> Ad Production Coordinator Joanna Forbes joanna.forbes@spafax.com Bookmark Content and Communications, A Spafax Group Company > CEO, Bookmark Raymond Girard > Senior Vice-President, Content Strategy Arjun Basu

Airline Passenger Experience Association


ZODIAC INFLIGHT INNOVATIONS ZODIAC CABIN Connected Cabin Division


Social

apex experience

Visit us at apex.aero

APEX in Action After each day at APEX EXPO in Singapore, attendees mingled over drinks at dazzling network parties in impressive venues, from Raffles Hotel to the CÉ LA VI lounge-bar atop Marina Bay Sands.

Like us on Facebook to see more social photos > FACEBOOK.COM/ APEX.AERO

1. Sam Allen, Stellar Entertainment; Larissa Abid, BBC World Service Group; Michelle Rowland, BBC Worldwide Television 2. Alice Pitt Knowles and Kathy Walsh, GEE; Ntombi Shongwe, South African Airways 3. Daniel Coleman, Future Travel Experience; Garen Moreno, BMW Group Designworks USA; Juha Järvinen, Finnair 2

1

4. Simon Ogden, Spafax; Rana Matthes, Sony; Ruth Walker, Disney 5. Ed Harris, CBS Studios International; Alfy Veretto, Virgin America 6. Céline Malexieux and Jean-Paul Bourgeois, France Vision Services; David Hoch, Florence Fournier and Dominic Fournier, Air France

3

4

7. Daphne Braam-Rodgers, GEE; Angelica McCoy, Warner Bros.; Adlee Williams, Stellar Entertainment; Frank Williams, Warner Bros.; Tammy Wange, 20th Century Fox 8. Shelley Xie, Amy Bickelmann and Peter Hough, Linstol

6

Do you have social photos that are fit to print? E-mail submissions to 7

24

8

volume 6, edition 5

> EDITOR@APEX.AERO

Airline Passenger Experience Association

PHOTOS: LIM KOK WEE

5


Wireless IFE, without limits

Hollywood Streaming

Ancillary Revenue Services

E-Commerce Platform

Service Control Centre

Fast forward to the future today, with Everhub. Everhub is a hardware-agnostic software that delivers a wide variety of engaging services to your passenger’s mobile devices. Entertain your passengers with the latest available Hollywood movies, up-sell your in-flight products and increase revenue through a range of popular travel services. All managed through a tailored, cloud-based back-office system.

Visit everhub.aero or email info@everhub.aero Powered by Inflight Dublin


The best in-flight sound ...just got better Increase headphone performance by combining with Phitek connectors. Magnetic connectors will also significantly increase the life of the jack and eliminate pin breakage.

EASA.21G.0053 approved

Delivering IFE innovation to aviation standards


Follow us @theAPEXassoc

apex experience

Welcome

This Issue

Making History PHOTO: GETTY IMAGES

Berlin Tempelhof has been through multiple transformations, from the arrival of Orville Wright’s Type A aircraft to the Berlin Airlift. When operations from the airfield halted in 2008, it became temporarily abandoned – but was revived as a recreational park and was even used as a set for Mockingjay Part 2. As APEX MultiMedia Market 2017 lands in Berlin, don’t forget to prep for Quiz Night, and should the question of where District 2 in The Hunger Games was filmed arises, you’ll be ahead of the pack. Find more about APEX MultiMedia Market at apex.aero/events. Airline Passenger Experience Association

volume 6, edition 5

27


Follow us @theAPEXassoc

Comfort

apex experience

Blue Alert

For more illuminating ideas, visit > APEX.AERO/ COMFORT

Blue is calming – or so we believe. Research shows that exposure to blue light might actually be keeping us up at night. by Caroline Ku | illustration Jorge De la Paz

Mood lighting is all the rage. Its ability to create ambience, emulate the aurora borealis and combat jetlag make it a soughtafter cabin feature. Dazzled by its energy efficiency and potential to impress, many airlines have opted for light-emitting diodes to illuminate their aircraft interiors, with blue being a popular choice for night-like sequences. JetBlue bathes its cabins in a cobalt tint; Finnair flips on “Nordic blue” on flights to Finland; Virgin Atlantic shines

Blue

Shorter, high energy. Emitted by the sun, device screens and fluorescent LED lighting.

Airline Passenger Experience Association

“silver moonlight” for a starry night sky; and American Airlines dims its cabins to a deep blue to lull passengers to sleep. But is blue really good for you? Research by Harvard Medical School shows that blue light, the kind emitted by the sun and the screens on our personal devices, is what keeps some of us awake. Not only does it decrease the secretion of melatonin, the hormone that helps us sleep, it boosts our energy.

A study by Western Michigan University examining the effects of blue-light therapy on flight crews’ behavioral alertness showed that exposure to blue light improved their cognitive function even more than caffeine. “The subjects exposed to blue light consistently rated less sleepy, had quicker reaction times and had fewer lapses of attention during the performance tests,” the study reported. “Also, changes in their brain activity patterns indicated a more alert state.” Blue light might help flight crews fight fatigue, but it definitely doesn’t benefit bedtime. The best light for a good flight’s sleep is none at all.

Red

Longer, slow energy. Red wavelengths have the least power to shift circadian rhythm.

volume 6, edition 5

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apex experience

Follow us @theAPEXassoc

Comfort

Heads in the Clouds More comfort in economy is ahead as the headrest cushion gets a facelift.

PHOTOS: TANGERINE

by Marisa Garcia

Airlines, designers and manufacturers have made significant headway in addressing one of the complaints of long-haul economy flights: It’s hard to sleep. Cathay Pacific’s A350 economy seat includes many passenger-friendly features, but it has drawn the attention of the world’s media for its proprietary six-way headrest. The headrest can be adjusted to wrap around the passenger’s head and offers twin lean-to cushions. Martin Darbyshire, CEO of London-based design firm tangerine, which worked for Cathay Pacific on this project, says the airline’s brief was to improve what the airline’s passengers already like and add new features that passengers would love. Airline Passenger Experience Association

“Existing features, like the storage tray in the back of the seat, turned out to be very popular,” Darbyshire says. “We were tasked with building on those features and finding new ones that could be delivered within the timeframe and that everyone felt offered a strong benefit to passengers.” The design process for the headrest began with a series of mock-ups. “We had to scope out how big it could become. You have a second ear cushion, to provide more lateral support, but you have to avoid it entering the aisleway,” Darbyshire explains. Etihad Airways also addressed this aisle issue on its “Reimagined” cabins, where its Economy Smart Seats offer a fixed-wing

headrest that lets passengers rest their head to the side. Other seat design concepts have looked ahead to give economy-class passengers a better chance to sleep. The Thompson Aero Seating economy Cozy Suite has an integrated lean-to headrest and is staggered to give each passenger personal space. TU Delft student Manon Kühne won a Crystal Cabin Award this year for a folding hammock headrest that keeps passengers from sliding onto a neighbor’s shoulder. The project was supported by Zodiac Aerospace. “I am convinced that a lot of travelers will enjoy the fruits of this product in future,” says Udo Schultheis, director, Human Factors and Ergonomics, Zodiac Seats US. volume 6, edition 5

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Ambience

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Visit us at apex.aero

Body Language

Don’t miss a biometric FlightBeat. For more, visit > APEX.AERO/FLIGHTBEAT

Measuring passenger biometrics could in theory help airlines improve service and prevent medical emergencies – but in practice, is it too close for comfort? by Jordan Yerman illustration Patricio Otniel

The future of passenger feedback may well be biometric. Rather than reading your tweets, hearing your voice or waiting for the little light above your seat to illuminate, the flight attendant of tomorrow will be listening to your heart, thanks to a responsive cabin. Biometric measurement technology could allow passengers to physically communicate through cabin elements such as seats or blankets. For example, FlightBeat, developed as a servicedesign project by students at TU Delft in partnership with Zodiac Aerospace and KLM, uses electrocardiogram (ECG) technology to read a passenger’s heart rate through natural contact with the seat and translates that biometric

unfastened, while Boeing’s patents

group recognized that the unobtrusive

data into emotional readings. Taking

envisage an “anticipatory cabin,” where

gathering of biodata would be key to

a slightly different approach, British

passengers’ gestures are captured

success. For example, ECGs are usually

Airways experimented with a Happiness

by a seatback camera and analyzed,

monitored with direct skin contact,

Blanket in 2014. The blanket analyzed

triggering smart control modules to

which could be too intimate for many

passengers’ brain waves and revealed

perform actions like reclining the seat

passengers, so the group’s research

their meditative states, like a mood ring,

or unlocking the tray table.

includes investigating the potential of

via fiber-optic LED colors. Car manufacturing giant Ford has

32

Among obstacles in-flight biometrics face are intrusiveness, passenger

contactless ECGs. Seats equipped with health-monitoring

been working on smart-seat technology

apprehension, return on investment and

pressure sensors, temperature

since 2011, prompted by the desire

government regulation. In the United

measurement and electrodes could one

to monitor the driver’s temperament

States, for example, the Health Insurance

day prevent or detect passenger medical

to disable certain features during

Portability and Accountability Act

emergencies on board, but these days,

periods of stress. In the same year,

prohibits parties from collecting health

it may be easier to leverage passengers’

both Boeing and Airbus filed patents

records without consent. Founded in

personal technology – such as Fitbits –

along the same lines. Airbus’ patents

2006, a European research group called

and develop apps instead. Time will tell

would enable flight attendants to know

SEAT studies smart-seat technology

how airlines will keep their fingers on

when passengers’ seatbelts are left

for comfort and safety. Early on, the

their passengers’ pulses.

volume 6, edition 5

Airline Passenger Experience Association


Ambience

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Visit us at apex.aero

Talking Trash Better waste-management initiatives benefit the planet and save airlines money. by Marisa Garcia photo Constanza Bravo

When it comes to waste management, talking trash is a good thing. A study of US airports and airlines published in 2006 by the Natural Resources Defense Council (NRDC) found plenty of room for improvement. The study determined that airports and airlines could achieve an overall recycling rate of 31 percent by redirecting 70 percent of the discarded aluminum, paper, plastic and glass products sent to landfills. NRDC also suggested that airlines could save more than $100,000 a year through recycling and waste management. Changing old habits isn’t easy, but airlines have listened. Cathay Pacific was well ahead of this trend, commissioning an independent study on waste reduction and recycling strategies back in 1996. The study’s findings helped inform the airline’s cabin service and purchasing strategy. It also inspired collaboration with Hong Kong Airport Services and Cathay Pacific Catering Services to recycle a wide range of waste products from everyday operations. Cathay reduces food waste at the source, through better portion management, and donates remaining food waste to local pig farms.

In 2010, Qantas conducted a joint audit with recycling consultants Closed Loop to have a better picture of the waste left after international flights. “Airlines have full knowledge and control of what they load, but most do not measure what comes off,” Closed Loop’s Courtney McGregor tells Waste Management Review. “We found from the cabin that mostly water bottles and plastic wrap were left in seatback pockets, and almost half of the amenity kits were left unused. By weight, we determined 59 percent of this waste stream could be recycled.” Other ambitious recycling programs have reduced waste and benefited local communities. Qatar Airways and Qatar Aircraft Catering Company launched a new waste reduction and recycling program in Doha that has recycled 266 tons of cardboard and plastics, and converted 6,300 liters of cooking oil into biodiesel. From 2007 to 2014, Delta Air Lines’ in-flight recycling program turned rebates from recycled items in 10 million pounds of trash into $600,000, funding six Habitat for Humanity houses in cities around its domestic network.

composition of galley and cabin waste from economy class on long-haul flights GLASS

9% RIGID PLASTIC

4% FOOD

TRANSPARENT POLYSTYRENE

9%

13% CLEAN PAPER

32% ALUMINUM CANS

3%

SOILED PAPER

15%

PLASTIC FILM

4%

TEXTILE

4%

OTHER

7%

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volume 6, edition 5

Airline Passenger Experience Association


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Follow us @theAPEXassoc

In the Mood for Art House

Entertainment

Discover more on indie gems at > APEX.AERO/ ENTERTAINMENT

Blockbuster movies may be the main attraction of in-flight entertainment systems, but the discovery of an art house film makes for a delightful surprise. by Caroline Ku

“People are more open-minded when traveling.”

PHOTOS: ISTOCK BY GETTY; SHUTTERSTOCK; © 2016 MY UNCLE PRODUCTION COMMITTEE

Cathie Trotta Penny Black Media

It’s not every day that a film distributor receives a message about a passenger’s unexpected discovery of a movie. “I felt led to watch a Japanese movie … The Pearls of the Stone Man, which was very touching,” wrote one passenger to Jovita Toh, CEO of Encore Inflight. The note goes on to explain that after the flight, the passenger searched high and low to buy the movie, but it seemed the only place the indie film could be found with English subtitles was on an airplane. “Entertainment systems with larger capacities are allowing airlines to program Airline Passenger Experience Association

diverse content catering to a large mix of cultures,” Toh says. “Airlines are looking toward increasing the number of new titles each month and introducing more art house and international content.” This makes moments like the one in the story above possible in the passenger experience, which also has a happy ending: The airline reached out to Encore, which sought out the producers who then granted permission of the movie to the passenger. Encore has always focused on distributing independents, festival gems, foreign films

and art house titles such as Barakah Meets Barakah (Saudi Arabia), My Uncle (Japan) and Planetarium (France-Belgium). “This has worked in our favor,” Toh says. “With passenger devices and aircraft connectivity, all the mainstream content is likely already viewed or downloaded onto personal devices. This makes niche and not-easilyaccessible content desirable.” But even within the genre of films that are left of center, there’s a range from obscure art-for-art’s-sake titles to award-winning box-office hits like The Imitation Game, which features Benedict Cumberbatch and Keira Knightley. “This spectrum contributes greatly to an airline’s in-flight entertainment catalog by appealing to the diverse tastes of passengers,” says Terry Steiner, president of Terry Steiner International, “and affords them the opportunity to see films they may not have had the chance to see at the theater.” There’s also something about being in the air. “People are more open-minded when traveling and are willing to watch programming that they wouldn’t normally watch, or in the case of local fare, might not even have the opportunity to watch,” says Cathie Trotta, managing director, Penny Black Media. “[It’s] what makes today’s array of IFE offerings so great. There’s a little something for everyone.” volume 6, edition 5

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Connectivity

apex experience

Battle of the Beams Competition across the United States’ air-to-ground spectrum will be heating up in the years ahead. by Howard Slutsken illustration Óscar Chávez

It’s everywhere, all around and even flowing through us, but we can only sense the tiniest slices of it. Without our understanding of the electromagnetic spectrum, we wouldn’t have mobile phones, television wouldn’t exist, and medical imaging and satellite communications would still be the stuff of science fiction.

38

volume 6, edition 5

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The ATG landscape is lighting up. Read more: > APEX.AERO/ATG

The parts of the spectrum used for communications are tightly regulated and licensed by government agencies to ensure efficient and effective use of the bandwidth. But there’s a chunk of spectrum in the 2.4 GHz band that’s unlicensed, used by everything from microwave ovens to Wi-Fi networks. Using 60 MHz of that band, SmartSky Networks has developed air-to-ground (ATG) technology to provide best-in-class in-flight connectivity, initially over the United States. “Technically, to make your system work, you have to protect yourself from all the interference out there. And that’s why it’s called ‘dirty’ spectrum,” says Ryan Stone, president, SmartSky. “In essence, our

“It’s multimegabits per second and low latency in both directions.” Ryan Stone SmartSky Networks technology cleans up the spectrum and makes it work reliably for aviation.” SmartSky’s patented 4G technology uses ground-based phased-array antennae that follow each aircraft with a narrow, electronically steerable beam. With two blade antennae mounted on the bottom of the fuselage and receiver equipment, the onboard Internet experience will rival what passengers have at home, according to Stone. “It’s multi-megabits per second and low latency in both directions. It’s truly delivering the Internet [in flight] for the first time,” Stone says. But SmartSky may find itself in a battle of the beams with long-established ATG provider Gogo, which has also targeted the unlicensed 2.4 GHz spectrum to upgrade its existing ATG network. Using similar technology to deliver 100 Mbps speeds over North America, Gogo will leverage its existing infrastructure of more than 250 towers to create a next-generation network that’s backwardcompatible with its first-gen service. The Chicago-based Internet service provider also provides Ku-band satellite solutions. With US Federal Communications Commission certification of its equipment completed, SmartSky plans to launch US service in mid-2017, while Gogo’s service is expected to be available in 2018.

Airline Passenger Experience Association


Application development specialists for in-flight entertainment and communications systems. Our software is installed on hundreds of aircraft and used by thousands of passengers every day in every corner of the world all in their own languages. Applications we have developed allow passengers to view their location on the map, watch on-demand video & audio, play games, go shopping, reserve a hotel, car or just browse for information all from 30,000ft. Established in 1998 with development facilities in Chichester, UK and Lake Forest, CA and a team of over 40 experienced developers we provide unrivalled expertise in the IFEC industry.

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Connectivity

Tailored for Wearables From Snapchat spectacles to fitness trackers, the gadgets passengers board with could provide smart ways for airlines to connect with customers. by Jordan Yerman | photo Constanza Bravo

Not a lot of people are running around wearing Google Glass these days, but less obtrusive wearables have seen phenomenal public adoption. Chances are you know someone who uses a Fitbit or similar biometric device to measure their fitness, and chances are just as great they bring these gadgets when they travel. “Undoubtedly, we will slowly see the release of a number of very useful devices for a range of uses. However, this will happen over a mid- to longterm period,” says Joshua Flood, senior research consultant at Valour Consultancy. Airlines are already leveraging passengers’ devices to provide fine-tuned in-flight entertainment (IFE) experiences. “A good example is Monarch Airlines’ Apple Watch app, unveiled in June 2015 and developed in tandem with the airline, which frees passengers to use different parts of the wireless IFE system,” Flood says. The

Airline Passenger Experience Association

added device integration lets passengers order food, for example, without having to pause a film. Beyond enriching IFE engagement, for a digitally savvy airline, new connected devices can mean new passenger data – if done right. “How much information our passengers choose to give up will depend on their level of control and what they’re getting in return,” said Katri Harra-Salonen, Finnair’s chief digital officer, at APEX TECH this year. Passengers must be incentivized to share their data with an airline, and must also feel that the data they share is used wisely and stored safely. The payoffs for hitting that sweet spot come in the forms of loyalty and higher spending. Flood suggests that airlines interact more with customers through their personal smart devices, using well-timed incentives such as free connectivity or coupons to sweeten the deal. “As personalized content advances, it could

Passengers must be incentivized to share their data with an airline. be that relevant offers are pushed to phones and tablets in-flight – or before and after – with notifications received via a fitness tracker or smartwatch,” he says. Fitness-focused offers to those wearing Fitbits or tech-friendly offers to smartwatch owners are likely to be received more favorably than generic or out-of-place offers, for example. “The way in which airline companies deal with data will be a differentiator in the years ahead,” Harra-Salonen notes.

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Daily experience The APEX Daily Experience newsletter delivers the most important passenger experience news to your inbox.

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READ IT HERE FIRST See breaking news here before you see it anywhere else. WHY IT MATTERS

Passengers prefer self-service technology to person-to-person interaction, reports SITA in its annual Passenger IT Trends Survey. According to the survey, 91 percent of passengers using a technology-delivered service will repeat the practice – even if they were dissatisfied with the experience. “Once people are converted from person-to-person interaction to using self-service technology for travel steps, few...

Hot on the heels of a big airline announcement for streamingbased service provider Netflix, a major studio executive gives APEX Media an exclusive take on the controversy around streaming inflight entertainment. “I think there is a great deal of confusion about subscription-based services such as Amazon and Netflix in regards to these services being made available to passengers on airlines,” says…

ONLY THE BEST Each story is handpicked by a team of aviation experts.

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Eight airlines from Southeast Asia, Japan and Australia have formed what they are calling the world’s largest alliance of low-cost carriers...

SITA Survey Says Passengers Prefer Self-Service

Not So Fast, Netflix: Streaming IFE Comes With Strings Attached, Says Major Studio Exec

Birds of a Feather: Asia-Pacific LCCs Flock Together to Form Budget Airline Alliance

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Our team contextualizes each headline and provides astute insights.

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New Delta CEO Says Premium-Economy Cabin Is Coming Next Year

Delta Air Lines’ newly appointed CEO, Ed Bastian, says the airline will introduce an international premium-economy cabin next ...

Read all of the industry’s important headlines in one place.


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Lounges for Economy Travelers

Services

For the latest news, visit > APEX.AERO/SERVICES

For most, economy-class travel means less legroom and fewer frills, but a few airlines are moving in the opposite direction. by S. Habib

PHOTOS: PORTER AIRLINES; BANGKOK AIRWAYS

Since it began flying in 2006, Porter Airlines, which offers short-haul flights in parts of North America, has been providing complimentary lounge access in select airports for economy-class passengers. “Our passengers are usually surprised when they walk in. It’s not something they are expecting,” says Brad Cicero, director of Communications and Public Affairs for Porter. But Porter is not alone. At Billy Bishop Airport in Toronto, Air Canada passengers and Porter passengers share the economyclass lounges. Many airlines, including United and American, allow economy passengers to buy a day pass that provides access to basic lounge benefits such as complimentary food and beverages, showers and Internet access. With the LoungeBuddy app, passengers can read reviews of different lounges in an airport and purchase lounge passes of their choosing. But for Porter, whose motto is “Flying Refined,” offering economy passengers a perk usually available only to elite passengers is part of a larger philosophy about air travel. “We want to recreate the golden age of flying,” Cicero says.

“Our passengers are usually surprised when they walk in.” Brad Cicero Porter Airlines Airline Passenger Experience Association

Hot beverages, a selection of snacks and complimentary Internet are offered at Porter Airlines and Bangkok Airways lounges.

“It is easier for small-scale airlines to offer economy lounges because they have shorter flights and lower costs, and the layover is not too long,” says Tyler Dikman, LoungeBuddy’s CEO and cofounder. In addition to running the app, Dikman has clocked more than two million miles and has visited over 800 airline lounges. He points out that Bangkok Airways, a boutique airline offering short-haul flights in Asia, has a free lounge for economy passengers. “The cost of providing an amenity on the ground is significantly cheaper than providing it on the flight,” Dikman adds.

“A customer who has already had coffee on the ground is much less likely to be demanding it in the air.” There may be no comparison between Porter lounges and the hushed luxury of a well-kept business- or first-class lounge. The lounge amenities that Porter, Air Canada and Bangkok Airways offer are pretty basic – water, soda, coffee and tea, and snacks. But as Dikman puts it, “A few small extras can be extremely meaningful to passengers.” Besides, a business traveler on a quick trip might not necessarily want a fine wine, but a good cup of coffee will go a long way. volume 6, edition 5

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Services

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Visit us at apex.aero

British Airways’ i360 offers Brighton tourists panoramic views from 530-feet up.

From towers to cafés, airlines are finding unconventional ways to leave their mark landside. by Katie Sehl

Thanks to British Airways, residents of Brighton now have access to soaring views of the English seaside town’s pier and regencyera rooftops. But the views are not offered from an airplane. Opened earlier this year, just in time for Brighton’s bustling August tourist season, the more than 530-foottall British Airways i360 treats visitors to sky-high panoramas from the world’s most slender and tallest moving observation tower, designed by the architects of the iconic London Eye. “Our pilots enjoy spectacular views of the Sussex coastline as they fly in and out of Gatwick, and now Brighton visitors and residents will also be able to from this fantastic new landmark,” explains Lynne Embleton, British Airways’ director of Strategy and managing director for Gatwick. For British Airways, the tower lends the airline’s brand to a tourist landmark 44

volume 6, edition 5

near Gatwick Airport, from where it flies to 67 destinations worldwide. “Brands can greatly benefit through smart, well-chosen associations or partnerships,” says Peter Knapp, chief creative officer for brand consulting firm Landor, in an article he penned for the Huffington Post. “The [British Airways i360] partnership works because it brings something new to British Airways’ current brand story, adding the fun factor to a sector which often lacks emotional attachment for consumers, with too much emphasis on the functional.”

For more on airlines emerging as travel brands, visit > APEX.AERO/ LANDMARKS

In a different part of the world, Bangkokbased low-cost carrier Nok Air is brewing up its own way to cement its airborne reputation with prospective customers. Popular for its colorful and cartoonish brand antics, the airline hopes to land its Nok Sky Café in-flight product on the ground. “What we’re trying to do is bring the cafés on the ground so there’s day-to-day touchpoints with our customers and Nok Air,” says the airline’s CEO, Patee Sarasin. The airline plans to open cafés in all the countries it flies to, in both airports and urban settings. “The key element is to make sure that people have opportunities to reach our brand outside of the in-flight experience. There will be a close association of the products and services, except that one will be in the air and one will be on the ground.” Neither of these airlines is the first to fly its brand terrestrially. EasyJet has vastly spread its “easy” brand from jets to easy cars, buses, hotels, food stores, gyms and even real estate. And with an inverted trajectory, Virgin famously turned its record shop brand into a multi-billion dollar brandboosted conglomerate. Airline Passenger Experience Association

PHOTOS: BRITISH AIRWAYS; NOK AIR

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Catering

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Ai

Travelers with special dietary preferences and meal requirements are likely to find it easier to eat on the fly.

Today’s in-flight catering goes well beyond the traditional categories of diet restrictions. 46

volume 6, edition 5

vegetarian

religious

dietary

by Jason Kessler

If you’re a gluten-free diabetic Muslim infant with an ulcer, you’re probably going to want to book a flight on Singapore Airlines. That’s because it offers its passengers 33 unique meals that appeal to different age groups, religious needs and all manner of dietary requirements. Today’s airlines need to be sensitive to the culinary needs of people from all walks of life, and while Singapore Airlines raises th in terms of its special meal offerings, just about every airline on the planet offers a roster of meals designed to accommodate a variety of passengers’ needs. Today’s in-flight catering goes well beyond the traditional categories of dietary restrictions. Instead of just “vegetarian,” flyers who eschew meat can choose from a wide range of options, including vegan, ovo-lacto, raw or even just a fruit plate. While most airlines offer a children’s meal, airlines like Asiana aim to please by breaking it down by specific age group and offering a baby menu, a toddler menu and a child menu. Singapore Airlines overachieves here, as well, with its “post-weaning” menu, a specific category for one- to two-year-olds that falls in between the baby and infant menus.

r C Ai an r ad F Ai ran a (1 7 r N ce ) Ai ew (6 ) r T Ze Al ran al a l N sa n d Am ipp t (1 (1 er on 3) 4 ) A s ic a A i i a n rw Br na Air ays it A i r l i n ( 1 Ca ish lin es 6) th Ai es (5 ) Ch ay rwa (21 in Pac ys ) De a S ifi (13 lt ou c (2 ) Em a A the 1) ir ir L rn EV ate ine Ai rl A s ( s i K L A i r 2 2 ) ( 1 6 n es ) M (2 (2 3 2) Lu (13 ) ft ) Qa h a n ta sa Si r A (18 ng ir ) w Tu apo ay rk r s ( e Un ish Ai 18) it A i r l i Vi ed rli nes rg A i n e ( in rli s ( 33 At ne 20 ) la s ( ) nt 9) ic (1 8)

Multiplying Menus

Visit us at apex.aero

•••••••••••• • • • • • • ••• •••••••••••••• • • • ••••• ••• • • •••••••••••••••• • • • • • •• •• •••• • • •••••••••••••••••• • • • •••• ••••••• • • • •• •••• •• •••• • ••• •••••••• ••• • • • •• •••••••••••• • • • • • • •• • • • • • • • • • ••••• • •• ••••••• • ••••••••••••••• •••• • ••••••••••••••••• •• •• • • • • • •• •• • • • ••••• •••••••••••••• • • • •• •• ••••• • • • •• •• •••• ••••• •••••••••••• • • • •• •• ••• •••••••••••••••••••• • •

With allergies becoming more and more prevalent, airlines have altered their options accordingly. Many have chosen to cut out tree nuts from their menus entirely, and Japan’s ANA even goes a step further. It offers a catch-all ‘’27 allergen-free meal,” which promises to exclude the seven most common allergens along with 20 less common allergens, including crab, bananas, kiwifruit and matsutake mushrooms. On the other end of the spectrum, Canadian low-cost

Baby Post-Weaning Infant Child Bland Dairy-Free Non-Vegetarian Diabetic Fat-Free Fruit Platter Gluten-Free Gluten- and Dairy-Free Lactose-Free Light Whole Food Low Cholesterol Low Calorie Low Fat Low Fibre Residue Low Sodium Low Carbohydrate Ulcer Diet Semi-Fluid Soft Fluid Liquid Diet Chinese Japanese Korean Hindu-Vegetarian Hindu Non-Vegetarian Kosher Kosher-Vegetarian Muslim Non-Beef Non-Seafood Seafood Nut Allergy Vegetarian-Indian/Asian Vegetarian-Jain Vegetarian-Oriental Vegetarian Lacto-Ovo Vegetarian-Raw Vegetarian-Vegan Celebration

carrier Air Transat made headlines this past August after deciding to nix meals for special dietary requests in economy class. The whole system is controlled by IATA codes that streamline the ordering process so airlines can make sure passengers get the right meal every time they fly, no matter the carrier. The next time you book a flight, give thanks to all your in-flight dietary options by ordering the CLML – that’s the Celebration Cake Meal. Airline Passenger Experience Association


WHEN partners MEET passenger needs

It’s all about connecting the right people, products and possibilities for a unique travel experience: join us to discover how we can work together to create engaging new solutions for your passengers. lsg-group.com


How can I work and play during my flight?


airbus.com Š AIRBUS, 2016. All rights reserved. Airbus, its logo and the product names are registered trademarks.

Ask for Airspace by Airbus. Our built-in broadband means your business never has to stop. But when you want to relax, a world of entertainment is at your fingertips.

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C-Suite

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C-Suite

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Akbar Al Baker Group Chief Executive Qatar Airways

Akbar Al Baker is involved in every aspect of Qatar Airways. He doesn’t just wear the title of CEO; he gets hands-on. by Caroline Ku

A

s an airline boasting one of the youngest fleets, Qatar Airways is always on the cutting edge of aviation. The Gulf carrier was the first to fly Airbus’ latest aircraft, the A350 XWB; was one of the first to adopt the superjumbo A380; and is set to be the launch customer of Boeing’s 777X. Marching to the drum of Akbar Al Baker’s leadership, in less than two decades, Qatar Airways has grown rapidly – a vastly different picture from when the airline first took flight.

airline heir Despite being founded in 1993 by Qatari royalty, Qatar Airways had humble beginnings. Under the direction of Sheikh Hamad bin Khalifa Al Thani, The Father Emir of Qatar, the airline consisted of just four aircraft serving a handful of regional routes. It wasn’t until Sheikh Hamad had a vision of Qatar Airways becoming a leading international carrier with the highest standards of service and excellence that things started to shake up. To realize this vision, Sheikh Hamad appointed Akbar Al Baker. A Doha-born civil servant with experience at various levels of the Civil Aviation Directorate and Qatar Tourism Authority, he also had several years of experience as a businessman and held a private pilot’s license. In 1997, when Al Baker stepped into his role

Airline Passenger Experience Association

as CEO, Qatar Airways was relaunched and the airline prepared to take off. Twenty years later, Qatar is thriving. The airline’s initial fleet has multiplied from four to more than 160 aircraft (with upward of 300 additional aircraft on order), and with 150 destinations and counting, its sprawling route network appears to be boundless. “I would prefer to expand even faster,” Al Baker told Kamahl Santamaria, a news anchor from Al Jazeera, during the Dubai Airshow last year, “but my biggest problem is to get enough aircraft in the time frame that I’m looking for.” Not one to mince words, Al Baker isn’t afraid to publicly shame aircraft manufacturers. He has been upfront about production problems and delivery delays, on the part of both Airbus and Boeing. The airline was scheduled to be the launch customer of the Airbus A320neo, but this past June, Qatar canceled the order of its first A320neo owing to delays – and more aircraft were called off after that. Al Baker was not about to stand by for another delay. In October, Qatar Airways announced an order for $11.7 billion worth of Boeing jets, with a letter of intent for sixty 737 MAX 8s, an aircraft the airline had not previously purchased. Media speculated that the option for the narrow-body twinengine jet, which has a similar profile to the A320neo, was a replacement for the canceled Airbus aircraft. >

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global sprawl When it comes to expanding Qatar Airways’ route network, Al Baker would like to fly to more cities in Australia, the US, Africa and the Middle East. By the end of the year, a total of 14 new destinations, including Los Angeles, Ras Al Khaimah, Sydney, Marrakech, Pisa, Windhoek and Helsinki, will be served. But of all the places he’d like to grow, Al Baker calls the Indian subcontinent his “favorite region.” As a child, he studied at St. Peter’s all-boys boarding school, perched in the Panchgani hills in Maharashtra, India. The region is known for its cluster of elite boarding schools and strawberry fields, with the closest city, Pune, located 63 miles away. Later, Al Baker moved to Mumbai to attend the Sydenham College of Commerce and Economics. And according to Forbes India, he still keeps an apartment his parents bought him during that time, in the posh Cuffe Parade neighborhood. India may hold nostalgia for Al Baker as the place where he came of age, but the country has also become the fastest-growing domestic air travel market. Hoping to capitalize on the economic potential, Al Baker has repeatedly expressed interest in buying a stake in IndiGo, the largest carrier in the country and the third-largest low-cost carrier in Asia. The acquisition would help to put pressure on his fellow Gulf competitors, Etihad and Emirates, which count the Mumbai-based Jet Airways as a codeshare partner.

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In the meantime, Al Baker’s recent activities demonstrate he’s also looking to expand elsewhere. In the months before the Brexit referendum, Qatar Airways upped its stake twice in International Airlines Group, which owns British Airways, Aer Lingus, Iberia and Vueling. Post-referendum, the stake was raised to 20 percent – a series of moves meant to drive passenger traffic to Qatar Airways’ hub in Doha.

welcome to qatar Hamad International Airport, home of Qatar Airways since 2014, is a joint vision of Al Baker and Sheikh Hamad bin Khalifa Al Thani. The airport is set to transform Qatar’s aviation landscape from the ground up, spanning a whopping 8.5 square miles – a third of the size of Doha itself. And with further plans to construct Airport City, a complex of hotels and offices, that would add another half square mile, roughly, to the airport’s footprint. At the center of both developments is Al Baker, who is group chief executive of Hamad International. There doesn’t seem to be a division of Qatar’s aviation industry that Al Baker isn’t active in. In addition to being the CEO of Qatar Airways, he is CEO of Qatar Executive, Qatar Aviation Services, Qatar Aircraft Catering Company, Qatar Distribution Company, Qatar Duty Free and Internal Media Services. “I am very much hands-on and involve myself in all aspects of the company, no matter how small the details are,” he explained when he was named 2005 Airline Personality of the Year.

PHOTOS: QATAR AIRWAYS

C-Suite

Akbar Al Baker and Boeing Commercial Airplanes president and CEO Raymond Conner address reporters after announcing an aircraft order worth $18.6 billion.

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Akbar Al Baker hosted a press briefing with Italian media during his recent visit to Tuscany to celebrate the August launch of Qatar Airways’ flights to Pisa.

Within a few years, Hamad International is expected to process 50 million passengers a year. The airport has all the markers of a modern transport hub – conceptual motif (aquatic), living plants (desert species), contemporary art (Urs Fischer’s $6.8-million Untitled [Lamp/Bear]) and an element of sustainability (recycled water irrigation). And the experience of luxury, which Qatar Airways has become a symbol of, hasn’t been spared from the Al Mourjan Business Lounge, which houses a calming water feature and softly lit rooms for video games, nursing and praying. The airport also hosts Doha city tours for passengers on long layovers. Al Baker is passionate about putting Qatar on the world stage. “What is very important is that we are really showcasing what my country Qatar is to provide to the traveling public,” he says. “What we do really is the best, and you can see that in the first eight months of opening Hamad International: we already received recognition as the best airport in the Middle East.”

hands-on approach By next year, Qatar Airways will have proved it’s on the cutting edge once again with the launch of a new business-class cabin that will see nearly everything, including aircraft seating, designed from scratch. And, as with all things Qatar Airways, it can be expected that the product will represent what Al Baker has described as “Qataris’ love of perfection and quality.” “We don’t often mention it, but we have one individual who is involved very closely with everything we do …

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“I am very much hands-on and involve myself in all aspects of the company.” Akbar Al Baker Qatar Airways and that’s our chief executive officer,” said Rossen Dimitrov, senior vice-president, Customer Experience, Qatar Airways, during this year’s Future Travel Experience Global in Las Vegas, when presenting on the airline’s customer service philosophy. “Whether we do a menu design or a cabin design, or we’re working a particular project, he always finds the time to participate and work with us. Whether we introduce something as simple as a new type of bread in the aircraft, he comes to the menu presentation to ensure that this bread will meet our requirements and it’s what our customers expect.” The admiration seems to be reciprocal. “It is very important to rely on people you can trust in order to run any successful company,” Al Baker said in an interview with Emerald Group. “It is through a lot of hard work and determination, as well as a group of extremely committed and driven employees, that Qatar Airways has reached the status it enjoys today.”

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Airports

PHOTO: PORT OF SEATTLE, DON WILSON

Hub Sweet Hub Airlines are elevating the ground experience for their passengers by making architectural wonders and tourism attractions out of their home terminals. by Caroline Ku and Katie Sehl

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Helsinki Airport & Finnair > code: hel > managing company: finavia > project duration: 2014–2020 > project cost: $980 million > passengers per year: 16.4 million

With its fleet of Airbus A350 XWBs flying to Bangkok, Beijing, Hong Kong, Seoul, Shanghai and Singapore, Finnair has positioned its hub, Helsinki Airport, as the shortest and fastest route between Europe and Asia. “For customers, there is only one experience. It includes the experience on the ground and in flight,” says Juha Järvinen, Finnair’s chief commercial officer. “Airports and airlines need to be able to find ways to maximize the total experience, both in terms of seamless travel and transit, but also through delivering an experience that makes the customer choose the same airline and airport combination again.” Expansion of the airport is underway to accommodate the influx of passengers flowing through its doors, but the airport will maintain its one-roof concept, speeding up transit times; prioritizing short, walkable distances; and eliminating the need for airport shuttles. “Studies show that one-third of passengers choose their flight route

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based on the transfer airport,” says Kari Savolainen, Finavia’s CEO. “Compared to other European hubs, the transfer process is a real priority for us.” In addition to the added space, passengers can expect digital interactions such as real-time flight notifications pushed to their mobile devices, a prompt to make a coffee order and directions to their boarding gate – where their macchiato will be waiting – to enhance the airport experience. Social activities such as yoga and concerts in the terminals will also help travelers in transit to pass the time. Much of the airport makeover is intended to attract passenger traffic outside of Finland (Finns only make up a quarter of passenger traffic at HEL). By marketing Helsinki as an attractive layover and an opportunity to experience Nordic culture, the airline and airport have successfully brought in passengers from Scandinavian and Baltic states who are looking for a quick connection to Asia or a jumping-off point to Europe.

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PHOTOS: PES ARK

Helsinki Airport was originally built for the 1952 Summer Olympic Games. By 2020, the airport’s capacity will increase to 20 million passengers.


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Seattle-Tacoma International Airport & Alaska Airlines

PHOTOS: PORT OF SEATTLE, DON WILSON

> code: sea > managing company: port of seattle > project duration: 2017–2021 > project cost: $550 million > passengers per year: 42.3 million

Seattle-Tacoma International Airport may not be Alaska Airlines’ home base, but as the fastestgrowing large airport in the United States, it’s a critical hub for the airline to reach its passengers on a wide scale. Alaska still claims a lion’s share of the airport’s market share, but has faced capacity pressure from Delta Air Lines over the past two years. Still, Alaska has plans to lay further claim to its turf in Seattle. Construction is expected to begin early next year on the $550-million modernization of the airport’s North Satellite terminal, which is used exclusively by Alaska Airlines. While the project will be funded by all of the airport’s airlines in proportion to their share of passenger capacity, Alaska has also invested upwards of $37 million. A new lounge will include a large window area and will showcase views of Seattle’s landscape and will be a prime spot for watching the 2018 Special Olympics USA Games. “Alaska Airlines is small, relatively speaking, compared to some other carriers. But we’re innovative and we have a very clear understanding of what innovation truly is,” says Matthew Coder, manager of Inflight Experience, Alaska Airlines. “Innovation is really about keeping moving, going forward.” In 2014, the airline implemented biometric access for its Board Room lounges, giving travelers the option to move in and out with the scan of a finger. Apart from its James Bond-esque coolness, the biometric technology contributes to the airline’s rally to improve one of the snags of the airport experience: long lines. In 2004, Alaska Airlines unveiled its Airport of the Future concept at Ted Stevens Anchorage International Airport. Patented check-in kiosks and bag-check islands are used to replace traditional counters, reducing wait times by 50 percent. “We knew the moment we released the Airport of the Future, the very first day we did that, it became the Airport of Today,” Coder says.

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In addition to the renovation of the north terminal, the Port of Seattle will oversee the reconstruction of the center runway, an expanded International Arrivals facility and a centralized baggage system.

In 2007, in conjunction with its sister carrier, Horizon Air, Alaska Airlines brought a larger-scale version of its futurist concept to Sea-Tac. The $18-million investment involved clustering check-in kiosks into “decision zones,” where travelers decide what to do in approximately 15 seconds. “It’s a pass-through concept,” Coder says. Fifty-six deep-set baggage drop points are positioned so that travelers have a clear vantage of security, their next destination.

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Munich Airport & Lufthansa > code: muc > managing company: flughafen münchen gmbh > project duration: 2013–2016 > project cost: $1.02 billion > passengers per year: 36 million (Terminal 2)

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The elongated satellite terminal has a total of 52 gates.

PHOTOS: MUNICH AIRPORT

Munich Airport has always maintained a worldrenowned flair for experience with offbeat attractions that include a wave pool, skating rink, beer garden, low-stakes casino and much more. But the airport’s 60/40 collaboration with Lufthansa on Germany’s first satellite terminal marks a partnership centered primarily on airline passengers. Unlike the parties’ former collaboration on Terminal 2, the midfield terminal extension offers no public access, making the project a bit of a departure for an airport that aims to attract locals as much as it does travelers. “Munich tries to be more than an airport,” says Corinna Born, the airport’s director of International Media Relations. “We have a lot of locals coming and spending time at the airport.” Having completed check-in and security screenings in Terminal 2, travelers hop aboard the airport’s underground train, which gets them to the spacious satellite terminal in under a minute. Once there, they have access to free Wi-Fi, charging ports, open waiting areas and five lounges, one of which has an outdoor terrace. “What you offer on the ground is nearly as important as what you offer in the air,” says Klaus Gorny, a spokesperson for Lufthansa. “This project was a profitable joint venture. The end result is a win-win and a benefit for the passenger.”

Since the satellite terminal is accessible exclusively for travelers, it brings local Bavarian flavor into its space with thoughtful approaches. “The duty-free shops are built like a little town, with streets and lampposts,” says Bettina Weigen, Munich Airport’s retail director. “When you walk through this one, it’s emotional, like walking through the cities.” Panoramic windows and bright open spaces also help to bring the outside in. “The architecture merges with the outside landscape. On a clear day, you can see the Alps,” she says. The added Bavarian touches create a sense of place and help to encourage travelers – especially those just making a connection – to consider returning. But most importantly, at the end of the day, Weigen says, “It’s all about feeling comfortable, feeling relaxed and having a good time at the airport.”

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Hamad International Airport & Qatar Airways > code: doh > managing company: qatar airways > project duration: 2003–2020 > project cost: $15.5 billion > passengers per year: 30.9 million

PHOTO: HAMAD INTERNATIONAL AIRPORT

Capacity is expected to rise to 50 million passengers.

Hamad International Airport is a glistening and fully polished monument to what an airline-designed airport can look like. The development of the Dohabased airport, which opened to the public in 2014, is ambitious no matter how you look at it. Not only is it the first example of an airline building its own airport, but the project also involved the reclaiming of land from the gulf for 60 percent of its site area. “For us, it’s the entire experience,” says Rossen Dimitrov, senior vice-president of Customer Experience for Qatar Airways. “Other airlines may be good in the air, but often forget the ground experience. We wanted to bring the luxury of the onboard experience that we provide our customers with to the ground.” True to the airline’s brand, luxury exudes from the airport’s architecture, crowned with a dramatic rippling rooftop reminiscent of the Gulf region’s rolling sand dunes. Already spanning an area one-third the size of Doha, when completed, the Airport City, combined with the airport, will claim

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a total footprint of 32 square kilometers. The planned expansion will include an extension of the check-in area and concourses D and E and new passenger amenity areas and lounges. This past April, the airport laid out its road map to transform into a “smart airport,” which will allow passengers to navigate the facility entirely using self-service technology and will include a Wi-Fi and iBeacon integration in its mobile app. “We brought our cabin crew to the ground to work with us on design, development and research to bring their knowledge and experience from on board the aircraft to the ground,” Dimitrov says. He points out that this approach is not only crucial for the development of the airport’s features and design, but also for translating service standards to staff on the ground. Located six hours from 80 percent of the world’s population, the airport has rapidly emerged as an important hub. It will also play host to sports fans around the globe in 2022 for the FIFA World Cup.

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Q&A

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“It’s important to enjoy the process of turning difficulty into opportunity.”

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Executive Vice-President, Member of the Board All Nippon Airways

PHOTO: ALL NIPPON AIRWAYS

Hiroko entered All Nippon Airways in 1979 as a cabin attendant and worked on one of ANA’s first international flights. She rose through the ranks, becoming senior vice-president of Inflight Services in 2009. Since April 2016, she has become an executive vice-president; Member of the Board of Directors; Member of Women Empowerment Promotion Committee; director for promotion of ANA Group Diversity; and promotion officer for the Tokyo Olympic and Paralympic Games.

To read Hiroko’s full Q&A, please visit us online at > APEX.AERO/ HIROKOKAWAMOTO

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D

id you choose the airline industry or did it choose you? When I joined the company, I joined as a cabin attendant, as I thought I was better suited for a job with opportunities to travel in Japan and around the world, rather than sit behind a desk. At the time, there were no international routes and we only flew domestic flights, but I remember I was moved when I saw the beauty of Japan’s natural scenery throughout the four seasons, including the blue sea of Okinawa in summer, the mountains with autumn leaves in Tohoku and the Southern Alps with snow. What is the most overlooked aspect of the passenger experience? An airline’s operations are never the same. They are influenced by the weather and sometimes passengers are inconvenienced for reasons including aircraft maintenance. That is the nature of the business and cannot be helped, but when something happens, it is important to try as much as possible to understand how passengers feel. Each individual member of staff does his or her best to understand passengers’ feelings as passengers pass from the reservation staff to the ground staff and then to the cabin attendants and I hope passengers feel at every stage of the travel that they make a right decision to fly on ANA. For example, if a departure is delayed by heavy snow and passengers are stuck inside the aircraft, then we need to look and see if passengers are having difficulty. You have to be very careful that you don’t just think that

you are standing in passengers’ shoes (when you are not, really). It’s particularly important to provide assistance to people such as those who need help, including elderly passengers, as well as passengers who are not used to traveling and having language trouble, or mothers who are worrying what will happen if their baby starts to cry. We still need to make further efforts to ensure passengers feel that, once they get on board, they are able to complete the trip without any anxiety, and that they are eager to travel again because they know that it will be OK on ANA. Now more and more people are using the Internet and smartphones, which has made life more convenient, but in the end, it’s about people. It’s important to enjoy the process of turning difficulty into opportunity if we wish to increase the number of passengers who will want to repeat their flights on ANA. Why does ANA have a role for women empowerment and diversity? In today’s diversifying market, it is indispensable for the growth of the company to reflect women’s sensibilities into services and company management. More than thinking in terms of women’s empowerment, it is more about harnessing women as a resource for the growth of the company. I hope that minorities including women, but also including, for example, a range of nationalities, people of various ages and members of the LGBT community, are all accepted and produce a good “chemical reaction” leading to innovation. volume 6, edition 5

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Baggage’s Baggage Carry-on luggage has long been a challenge to creating a smooth airline passenger experience. But innovators are moving in to lighten the industry burden. by Katie Sehl | illustration Jorge De la Paz

> Nick Careen senior vice-president, airport passenger cargo and security IATA

Airline Passenger Experience Association

> Christine De GagnĂŠ product marketing manager Bombardier

> Robert Lehr senior manager, central baggage services

> Devin Liddell principal brand strategist Teague

Southwest Airlines

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E

very airline passenger experience comes with baggage, literally and allegorically. No matter the packing persona – from carry-on connoisseur to overeager overpacker – the Herculean labors luggage must overcome on its parallel airline journey can take a toll on the traveler beyond backache. Replete with underworld baggagebelt labyrinths, unexpected tolls, laser-eyed security contraptions and near-brushes with gate-check patrol, the trials and tribulations bags go through is the stuff of modern air traveler mythology. Baggage destined for cargo bellies plots a more treacherous course than hand luggage, which has steered many travelers clear of bag checking altogether. One of the primary culprits pushing passengers to cram all their goodies into roller bags is checked baggage fees. “Airlines in general are just drunk on baggage fees,” says Devin Liddell, principal brand strategist at Teague. As of September, airlines in the United States raked in more than $2 billion in baggage fees this year, a revenue stream that accounts for approximately 20 percent of total airline ancillary earnings on average. “Basically, bag fees are a fine for doing business with an airline,” Liddell says. “If I’m going to pay to have my bag checked, then I should get some value from that beyond just the hassle of a fee for actually having the audacity to bring some clothes with me.”

“People don’t want to check bags because it’s a pain in the ass.” Nick Careen IATA Southwest Airlines is one of the rare holdouts on baggage fees. Despite facing recent pressure from investors to add fees for checked baggage, the Dallas-based low-cost carrier insists on maintaining its “bags fly free” policy. “We believe that the customers our policy attracts and keeps outweighs the revenue we could generate for charging for checked bags,” says Robert Lehr, senior manager of Central Baggage Services for the airline.

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But eliminating bag fees may not be a full remedy to the industry’s baggage problems. “Surprisingly enough, the customer dynamic hasn’t changed that much since we moved from not-charging to fee-charging models,” says Nick Careen, IATA’s senior vice-president of Airport Passenger Cargo and Security. “There hasn’t been a dramatic drop-off in checked baggage; it’s been incremental.” Fees are only part of the equation.

carry that weight Beyond bag fees, several other factors deter passengers from sending their suitcases off on parallel journeys. Put simply: “People don’t want to check bags because it’s a pain in the ass,” Careen says. “People don’t want to line up to drop off bags, they don’t want to run the risk of airlines losing or damaging bags and they don’t want to wait for their bags on the other end.” To sidestep these risks and inconveniences, some travelers pack parsimoniously, testing how long they can make it in Punta Cana with a wheel-bag’s Airline Passenger Experience Association


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lurkers,” and has led to some unanticipated inconveniences. “When bags have to be checked owing to a lack of bin space or size, customers may leave important items such as keys, medicine and valuables in their bag,” Lehr says.

new dimensions Aimed at tackling these problems and providing an industry-wide guideline for carryon sizes, IATA rolled out its Cabin OK initiative in June last year, before pulling the plug on it nine days later. After consultations with Boeing and Airbus, 22 x 14 x 9 inches was determined as the optimal size for cabin bags. Approved bags would be labeled “Cabin OK,” allowing them to pass through the Herculean trials more easily. Airlines, including Emirates and Lufthansa, expressed interest in the voluntary program, but the backlash was swift and vicious. “We have no intentions of revisiting this. None,” Careen says. “I think theoretically, Cabin OK had great potential,” De Gagné says. “But in reality, the logistics would have been very challenging for airlines, because they don’t all have the same carry-on size metric.” Demand from passengers and airlines for more space on board has put pressure on airframers to create larger bins. Bombardier’s C Series offers the largest stowage in its class, with room for 93 bags

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“I think theoretically Cabin OK had great potential.” Christine De Gagné Bombardier on CS100 aircraft and 111 on the CS300. “The bins on the C Series were designed to be easily accessible for passengers, so the loading height when the bin is open is 62 inches,” De Gagné explains. The bins were also designed with heavy, oversized clunkers in mind – accommodating bags as large as 24 x 17 x 11 inches.

forever overhead In De Gagné’s view, particularly for point-topoint travel, there will always be a need for cabin baggage. “I think carry-on baggage is here to stay,” she says. “Many passengers will travel on business and they like to bring their carry-on and exit the airport as promptly and efficiently as possible. So, it’s important for airlines, because they want to offer a fast point-to-point experience; the airline wants to build loyalty.” >

worth of flip-flops, swim trunks and a TSA-approved allotment of sunscreen. Other travelers are upsizing. “There is a trend of people carrying more on board, especially with more personal electronic items,” says Christine De Gagné, product marketing manager at Bombardier. But even within size limits, a fully booked narrow-body jet is not able to accommodate a bag for every passenger on board. For example, a CS300 can fit up to 111 carry-ons, but seats a maximum of 160 passengers. “There’s actually a total lack of justice when it comes to carry-on baggage,” Liddell says. “If someone follows the rules set forth by an airline, they are charged to check a bag. Other people bring larger and larger bags on board, and then at the last minute, once the airline realizes there’s not enough room for these bags, it offers ‘courtesy’ checks. So you are basically rewarded for circumventing the rules.” Lack of space and the use of gate checking as a workaround solution has prompted passengers to become “gate Airline Passenger Experience Association

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Roundtable

Unveiled at APEX EXPO last year, Teague’s vision of a future airline, called Poppi, also ties carry-on baggage to fidelity. The pretend airline mostly eliminates carry-on baggage, save for small personal items. But in Click Class, a possible reimagining of business class, custom-designed bags are fit directly into the bay of the airline seat for clickable convenience. “It’s a perfect way for airlines to cement relationships with passengers and to make the brands ownable for these people.” For Liddell, monetizing convenience makes more sense than charging a fee for the hassles associated with checking a bag. “I actually believe it should be the other way around. I should probably pay to bring my bag aboard, because that is the value of convenience.”

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pulling our weight Poppi may be a fictional airline, but the industry is primed for something or someone to upend the status quo. “The way we handle bags is definitely going to change,” Careen says. “I don’t think we know the answer yet, but it’s not going to be the way it is now. I mean, the 1970s called and they want their ideas back.” For Careen, the way forward involves baggage tracking. “As an industry, we are way behind where we need to be when it comes to baggage tracking,” he says. “Passengers should be able to know where their bags are at all times, and so should the airline.” IATA Resolution 753 aims to have all bags tracked by its members by June 2018. “There are a lot of technologies that will allow us to definitively tell customers at all times where their bags are. It will be a significant gamechanger on how an airline operates and how it manages that particular process.” Way ahead of the pack is Delta Air Lines. Launched this year, the airline invested $50 million in a radio-frequency identification (RFID) embedded bag-tagging system that can track bags from check-in to final destination. “They’ll tell you that it’s paid for itself, and I believe it,” Careen says. The RFID system, deployed at 84 American airports so far, reduces the potential for human error, scanning bags at an accuracy

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rate of 99.9 percent. By syncing with its Fly Delta mobile app, passengers can track where their bags are in real time. Taking a slightly different approach, Lufthansa and EVA Air have teamed up with baggage manufacturer Rimowa and Air France-KLM have partnered with Samsonite to explore electronic bag tags. RFID tracking offers travelers assurance, but people still don’t necessarily want to pick up their luggage at the carousel. Enter the disruptors. “Imagine a passenger walking off the airplane, skipping baggage claim and heading straight to the hotel,” suggests Russell Dicker, head of Airport Experiences at Uber. During a recent presentation, Dicker outlined the blueprint for Uber Luggage, a bag delivery service that would leverage the company’s existing network of cars and drivers. “Right now, we frankly have more questions than answers, but these are the types of puzzles that get us excited,” Dicker says. Uber wouldn’t be the first startup to enter the baggage scene. An assortment of vowel-sparse companies, including AirPortr, Grabr and Dufl, each uniquely aim to lighten travelers’ loads. “The fact that Uber stepped in should be troubling to airlines on a couple of levels. It’s an example of someone stepping in from the outside to fix stuff that we should be fixing,” Liddell says. “If we’re not willing to step up as an industry and improve, then we deserve what we’re going to get, and that’s disruption.”

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“In the travel industry, you never know when and where you may be headed to next.�

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Yoram Elgrabli

Electronic

Managing Director, North and Central America El Al Israel Airlines

PHOTO: EL AL ISRAEL AIRLINES

Born and raised in Israel, and a former tank commander in the Israel Defense Forces, Yoram has more than 25 years’ tenure with El Al. As a seasoned team member with experience in finance, sales and operations, he also brings to this position strong leadership skills and extensive global expertise in the aviation industry.

To read Yoram’s full Q&A, please visit us online at > APEX.AERO/ YORAMELGRABLI

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id you choose the airline industry or did it choose you? I chose the airline industry, because aviation and travel have always fascinated me. Its rapid growth and evolution, as well as the opportunity to be part of such a dynamic company as the national airline of Israel captured my interest. It is also exciting to work in an industry that brings pleasure to so many people around the world, as we are able to connect families and friends in Israel with their loved ones, as well as bring tourists to such an extraordinary country. What is El Al’s strategy in North and Central America? How is it different from elsewhere? North and Central America are vibrant and diverse continents, so our efforts are focused on solidifying this market as the largest and most important outside of Israel. With the enormous demand for travel between this region and Israel, we are uniquely situated for growth. If you weren’t doing your current job, what would you love to be doing? I’ve always had a passion for food, and in a parallel universe, I would be a chef specializing in Mediterranean and French-inspired cuisine. Lucky for me, I can get my fix through El Al’s “Taste of the World” rotating menu (which offers passengers themed dishes from different cities on our route map) in business

class on flights from Israel. I’m proud to say that El Al puts forth a remarkable amount of attention and detail into the in-flight cuisine and offers a rich, varied wine list based entirely on boutique Israeli wineries. What are your ritual travel habits? I always have a suitcase packed and ready for my next trip. In the travel industry, you never know when and where you may be headed next. It is this excitement and exploration mentality that makes me love what I do. What’s the one item you can’t travel without? My iPhone. First travel memory? My most notable memory was when I traveled with my wife to Miami to join a cruise to the Caribbean. Now that we live in the States, we can continue to explore this wonderful region together as a family. The achievement you’re most proud of? Personally, I’m most proud of bringing my three wonderful children into this world and watching them grow. Professionally, I take pride in the success in my most recent El Al position in France. We were able to increase service between Israel and France to four daily nonstop flights, a goal that previously did not seem possible. Luckiest moment of your life? When I met my beautiful wife. I consider myself lucky every day! volume 6, edition 5

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Airlines as Producers Will airlines follow the plotline laid out by Netflix, HBO and other content purveyors and transform into producers? Some already have. by Kristina Velan | illustration Marcelo Cรกceres

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“Nothing is better than Netflix wanting your film.” Daniel Cuellar United Airlines 72

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item. Other streaming services have seen similar results with their original or exclusive content: Amazon Prime’s award-winning series Transparent and Mr. Robot are just two examples of many. The race to hyper-exclusivity among streaming media providers is not unlike the one faced by the airline industry. When the baseline product is the same, competitive differentiation – be it free snacks, added legroom or exclusive content – can be enough to sway customers away from competitors. And, with a long history as suppliers of fresh entertainment offerings, the notion that airlines may follow a similar plotline and evolve from content purveyors to content producers is not that hard to imagine. In fact, some already have.

destination twists United Airlines partnered with Tribeca Digital Studios to produce Destination: Team USA, a documentary featuring five Olympic hopefuls that began airing in flight during the months leading up to the Rio Olympics. According to Daniel Cuellar, United’s senior manager of Onboard Product Development, the film was one of the airline’s top 10 entertainment selections watched during July and August of this year. “It was a creative way to talk about our partnerships with both [the US Olympic team and the Tribeca Film Festival], bring the sponsorships on board and create a piece of entertainment that our customers would love to watch.” In another twist, Destination: Team USA also became available on Netflix in August Airline Passenger Experience Association

PHOTO: UNITED AIRLINES

t may be fitting that a series about the cutthroat underbelly of American politics was the first chess piece played by Netflix in a move to stay competitive amidst a growing market of subscription-service rivals. When House of Cards premiered in February 2013, the show, and its icy protagonists Frank and Claire Underwood, quickly became a runaway hit, and marked a turning point for Netflix. On December 18, 2015, Netflix released Making a Murderer. Netflix CEO Reed Hastings admitted that he did not foresee the documentary’s viral success, and had hoped that it would at least win some awards, because he didn’t think it would be popular. But the controversial series, which follows convicted murderer Steven Avery’s journey through the American justice system, turned out to be the latest in a slew of Netflix’s original programming to captivate binge-watchers and judging panels alike. In early 2016, Making a Murderer was seventh in the list of top 10 non-branded search terms on Netflix.com (a total of four were titles of Netflix original series), and the real-life thriller won four Emmys this past September, including Outstanding Documentary or Nonfiction Series. Orange Is the New Black, Narcos and Stranger Things join the ranks on a long list of Netflix Originals, an Internet era similar to the success HBO found with programs like Sex and the City and The Sopranos. HBO’s Internet offshoot HBO Go carries the trend forward with originals added to the lineup often – most recently Westworld, a sci-fi Western intended to rival and eventually replace Game of Thrones as its big-ticket


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channels for airlines to distribute content cost-effectively, on platforms that have a demonstrable return on investment. And, with airlines paying closer attention to the analytics behind the viewing habits of their passengers, developing original content for their audience may be more of an educated guess than a risk. Netflix credits a deep understanding of viewer preferences for the success it found with House of Cards.

safety first, flicks next

2016. “Once we had the chance to debut the film on board exclusively for a time, the larger distribution opportunity was too great to pass up,” Cuellar says. “Nothing is better than Netflix wanting your film.”

PHOTO: TURKISH AIRLINES

strangers and fiction In a bizarre turn of events, Canadian Jordan Axani made headlines in 2014 after he traveled around the world with a stranger bearing the same name as his recent ex-girlfriend when he was unable to rebook two non-transferable airline tickets. Director Brendan Bradley is currently cooking up an on-screen version of the story, entitled Non-Transferable, with Turkish Airlines as the primary sponsor. The film, set mainly in Turkey and starring popular YouTube vloggers, is part Airline Passenger Experience Association

of Turkish Airlines’ larger marketing strategy targeting millennial travelers. Entertainment value is just one of the reasons airlines produce original content. Airlines create their own video content “to market destinations, to promote safety on board or to help passengers navigate the next step of their journey,” says Henry Gummer, Spafax’s vice-president of Entertainment. “Some will go further and create content that serves their wider marketing objectives, but the high cost of video production means that this kind of investment is rare, though perhaps growing.” Production may come at a high cost, but new media provides more venues for brand engagement, too. Apps, websites, partner sites and lounges offer more

The airline industry has seen a trend toward heavy investment in safety videos over recent years. Virgin America’s “#VXsafetydance” or Air New Zealand’s Hobbit-inspired “Most Epic Safety Video Ever Made,” each racked up well over 10 million views on YouTube and benefited from the halo effect of media amplification. “In-flight safety videos and original content pieces are both tantalizing opportunities to communicate brand personality and [get attention] in a crowded and noisy world,” says Joel Joslin, technical, research and development manager at Stellar Entertainment. Virgin Produced, the film, television and entertainment division of the Virgin Group, has generated a plethora of original programming available to passengers flying with Virgin America, including the “#VXsafetydance” video, city guides and celebrity interviews. It’s also responsible for Hollywood blockbusters like Limitless and Bad Moms. This past June, Virgin Produced made a deal with SeriesFest, a festival showcasing international television and content, to air exclusive pilots on board select Virgin flights. Air Canada’s enRoute Film Festival fulfills a similar goal, giving Air Canada’s passengers exclusive access to short films submitted by up-and-coming Canadian cinematic talent. Whether viewers are cozy on the couch or in an airline seat, cravings for variety seem insatiable. How airlines continue to address passengers’ expectations for increasingly innovative content remains to be seen, but opportunity abounds. “We’re toying around with a few things right now,” says United’s Cuellar. “Stay tuned.” volume 6, edition 5

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Yelena has been deputy director of Inflight Services for five years and focuses on onboard product and in-flight entertainment. She has a dedicated team that she looks forward to working with every day. Prior to this role, Yelena spent roughly 10 years holding different positions in ground services, starting as a checking agent.

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id you choose the airline industry or did it choose you? I chose it. But when I came to the airline, in the very early days of Air Astana, I really didn’t expect it would absorb me so completely and become the life for me. The aviation world is amazing, never boring, with lots of different people and places. It is a very dynamic industry, and especially if you enjoy flying, this is the place for you. What would you focus on to make the biggest difference in the passenger experience right now? Treating passengers as guests is the key element that really makes the difference. People are important and we need to hear what our passengers really want and provide the right service at the right time with the right attitude. Cabin environment also makes a huge difference. It’s where you can create greater levels of comfort using a creative approach to the interior and lighting, which would help passengers feel more refreshed and rejuvenated after a flight. What services or products can be added to make flying more comfortable for the female business traveler? Being a frequent traveler myself, I know that everyone is trying to reduce the weight of baggage (which is always a very difficult task

for women). High-quality travel essentials, such as face and hand creams, nail file and lip balm, are always necessary. I love face mist, which helps the face stay refreshed, so I think it could be a really nice addition for female comfort. Biggest challenge you’ve ever overcome at work? The biggest challenge for me was public speaking. However, when you learn how to do it, it becomes even enjoyable. If you weren’t doing your current job, what would you love to be doing? Work in the hospitality industry. It is all about people and I really enjoy this sphere. It is always challenging working with people, but at the same time, it gives the greatest job satisfaction – or I would travel around the world exploring different cuisines and making culinary TV programs. Something that never ceases to amaze you in your industry? The aircraft. They are works of art and they amaze me every time I travel. What’s the one item you can’t travel without? Face mist and a scarf. Cliché that you use too often? There is no time like the present.

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Women

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The Solo Female Traveler As women become more of a recognized force in business and leisure travel, airlines and airports are working harder to accommodate them. by BenĂŠt J. Wilson | illustration Monica Garwood

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he face – and gender – of air travel is changing. “The average adventure traveler is not a 28-year-old male, but a 47-year-old female. And she wears a size 12 dress,” writes Marybeth Bond, a travel analyst reporting on statistics released by the Travel Industry Association of America. Beyond adventure travel, solo female travelers are taking to the skies in larger numbers, and bringing spending power with them – representing upwards of 85 percent of consumer buying decisions. SmartWomenTravelers.com is a popular example of the many websites that have sprung up to offer tips to women looking to balance work and home obligations while traveling. “When I think about the whole travel experience, from the time I leave home to the time I board my flight, I think about what I want,” says Carol Margolis, travel consultant and the website’s founder. She says she’s noticed some promising trends emerge in her travels, including secure parking, more nursing rooms and pods, and female-targeted travel products and services.

from boundaries to comfort zones Parking can be a concern for female travelers who worry about dark and unguarded lots and garages. While Atlanta’s Hartsfield-Jackson International Airport offers Park-Ride Reserve parking options for all customers, the service offers an extra level of security that women travelers may appreciate. The airport park-ride concept was initially launched to the traveling public at Hartsfield in 1985 with 1,250 spaces, says Andrew Gobeil, deputy director of Policy and Communications at the airport. The airport now offers more than 8,000 Park Ride spaces where women can use a secure pickup and drop-off service. A free shuttle bus that runs 24 hours a day picks up customers at their vehicle and takes them to the curbside at their respective terminals. They can use credit cards to enter and exit the facility without having to pay at a kiosk, which also offers security for female travelers. Other airports with similar services Airline Passenger Experience Association

“Generally speaking, women are more likely to share their experience.” Hiroko Kawamoto All Nippon Airways include Baltimore–Washington International and Dallas–Fort Worth International (DFW). Taking parking a step further, Frankfurt Airport reserves 250 women-only spots in car parks P1–P5 and P8 as a means to shorten distances and ensure security. Introduced in 2013, the pink-marked and flower-decorated spots, which can be reserved in advance, have, however, come under scrutiny by some for singling women out, or reinforcing stereotypes.

necessity is the mother of all invention A 2014 study that looked at breastfeeding spaces in 100 US airports found that only eight offered a private space outside of a bathroom that included electrical outlets, a table and a chair. While 62 percent of airports stated they were breastfeedingfriendly, the study noted that operators need to be educated as to the minimum requirements for a lactation room. In response, nursing pods and rooms have been popping up across the US and around the world. As of August 2016, DFW offers three nursing rooms for traveling

Women

mothers, with the first one having opened in 2014. “The nursing rooms were opened primarily in response to requests from customers, either through our Ask DFW website, phone calls or via social media,” says David Magaña, senior manager, Corporate Communications, for the airport. The rooms are furnished with a comfortable swivel rocking chair and matching ottoman, along with a sink and a baby changing station. Decorated in nurserythemed colors that appeal to children, the rooms are also fully equipped with diapers, hand wipes and powdered infant formula. “Once the need was identified and prioritized, DFW’s Customer Experience team worked with the Airport Real Estate team to find space for the rooms, and the Customer Experience team developed the design and contents,” Magaña says, also noting that the airport has plans to add nursing rooms in Terminals C and D in the future.

whole kit and caboodle In flight, airlines are increasingly offering services and amenities tailored to female travelers. “Generally speaking, women are more likely to share their experience with others,” says Hiroko Kawamoto, executive vice-president and Member of the Board for All Nippon Airways. “It’s important not simply to provide major moments of joy, but an accumulation of small, pleasant experiences. If we understand something new through conversations with a passenger, then we need to reflect that in our services.” Kawamoto suggests that airlines carefully consider passenger feedback when looking for opportunities to enhance service. “It’s important to come up with innovative ideas that are not in the manual for providing a special experience,” she says. “For example, if a passenger who enjoys wine tells us that the wine was delicious, then you could remove the label from the bottle, attach it to a card and send it to that individual with a message, or if someone likes flowers, you could put some of the flowers from inside the cabin on that passenger’s table.” > volume 6, edition 5

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sense to create an additional communication tool addressing travel and lifestyle topics that are especially interesting to this target audience,” says Jens Polkowski, the magazine’s marketing manager. The magazine comes out four times a year: April, June, September and December. Polkowski explains, “It is available on longhaul flights in first and business class. Female frequent flyers in Germany and Austria also receive the magazine in the mail, with a total circulation of 160,000 copies per issue.” Taking the theme “traveling in style,” the magazine offers background stories that aim to make the lifestyle and travel of female frequent flyers more attractive. “That includes wearable business and leisure fashion, jewelry and travel accessories, cuisine, culture and design topics,” Polkowski says.

onward and upward

One product that several airlines are differentiating themselves with is amenity kits. Singapore Airlines has created its Salvatore Ferragamo-branded amenity kit specifically for female travelers. Leveraging its extensive system of gaining insights through customer surveys, the airline determined that kits designed uniquely for women would improve passenger satisfaction. “The surveys are great because we get high participation and gain insights. It’s a fantastic secret weapon to find out what customers want during their flights,” says Sinapore Airlines’ spokesperson James Boyd. Packaged in a stylish black-andwhite clutch, Ferragamo products include a floral-scented eau de toilette sealed with a pink ribbon, moisturizer and lip balm. In contrast, kits for men come in a PVC wash 78

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bag packed with cologne, hand cream and lip balm. “We’ve gotten a positive reaction from female passengers because the amenity kit serves as a reminder of their time with us,” Boyd observes. “Our amenity kit is one of those anticipated items from the airline,” he says. “We like for it to stand as a nice reminder of an elegant and comfortable experience on Singapore Airlines.” Down under, Qantas offers kits for women designed by Kate Spade, while British Airways has turned to Aromatherapy Associates and Emirates offers kits by Bulgari.

cultivating a culture First published in 2005, Lufthansa’s Woman’s World magazine was created to target the increasing number of female frequent flyers in business class. “It made

SmartWomenTravelers.com’s Margolis applauds these services and amenities, but also points to more initiatives airports and airlines could launch for female travelers. “For example, some Chinese airports have security lines just for women because it makes them feel comfortable and more secure,” she says. Lounges with more female-friendly features would also be welcome. “They are still more masculine spaces. I’d love to see more comfortable seating and private spaces,” Margolis adds. She would also like to see airports with larger restrooms. “The international terminal at Hartsfield-Jackson has large stalls with lots of hooks, so you can fit your luggage, carry-on bags and purses.” Until then, Margolis recommends that female travelers create their own comfort zones. “I have the mindset that I’ll have a great trip. I always have enough to read and keep me busy. And I always have food like protein bars so I don’t have to worry about being hungry,” she says. “I always travel with my Bose noise-canceling headphones to put myself in a cocoon of relaxation to keep me stress-free.” Airline Passenger Experience Association


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David Withers

SEATBACK OR PED?

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Chief Executive Officer digEcor

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David founded digEcor’s parent company, Total Aviation Solutions, in 2009, and has more than 25 years of experience in the aviation industry. He is a former president of Boeing Defence Australia and was managing director for Smiths Aerospace (now GE Aviation Systems) after his time with Qantas Airways. David, who is also a commercial pilot, has a masters of business administration, an honors degree in communications engineering and trade qualifications in aircraft maintenance.

To read David’s full Q&A, please visit us online at > APEX.AERO/ DAVIDWITHERS

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D

id you choose the airline industry or did it choose you? I can’t remember a day in my life that I didn’t want to be involved in the industry. Of course as a child, I wanted to be a pilot and didn’t know much more about the industry than that. I’ve been amazingly lucky in my aviation career, having worked across many areas of the industry. What do you think is the most overlooked aspect of the passenger experience? Probably crew training. Technology is a huge enabler of passenger experience, but at the end of the day, it is the human interaction that either reinforces or undermines that investment. How do content and entertainment expectations change for people when they are traveling? For years, the airplane was the place you got to watch all the content you couldn’t at home, and now, the at-home experience has sailed past the onboard experience. People still board expecting to be fully entertained for the duration of their long-haul flight and are increasingly disappointed by the depth of content available. We may each want to watch only one percent of the available content – it’s just a different one percent. Will the embedded seatback screen still be around in 10 years? Absolutely. There’s no question about it. It will be the center of the passenger

experience, certainly for long-haul flights. Personal electronic devices have their own role, as does Wi-Fi and connectivity, but the core will remain the seatback screen. In your business, where do you see room for innovation? I think my team would like me to back off on the innovation for a while, as we have been so busy bringing new products to market. Having filled most of the hardware elements around the passenger (in-flight entertainment, power, lighting, etc.), we are definitely becoming more focused on the software applications that leverage that hardware. If you weren’t doing your current job, what would you love to be doing? No doubt something else in aviation, but if I had to leave the industry, I have always been interested in medicine, so I’d probably head back to university to do a medical degree. Something that only a frequent flyer would understand? Just-in-time arrival at the airport. Arriving 61 minutes before departure is arriving one minute early. Your top three films of all time? Love Actually – because I’m a romantic at heart. The Castle – an Australian classic (check it out for a good laugh if you know anything about Australian culture). Any Bond film. If you could sit beside anyone on a plane, who would it be? Orville and Wilbur Wright. volume 6, edition 5

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Travelogue

Somebody’s Nonna It’s one thing to receive a wet kiss on the cheek or pinch of the thighs from your grandmother, but when it’s somebody else’s, it’s a little different. by Amanda Castleman | illustration Óscar Matamora

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he nonna was curled into my airline seat, a shawl drawn over her bun. I opened with a smile and waved my ticket stub. “You’re in my spot. Would you please move over?” Nodding enthusiastically, eyes bright, the grandmother clasped my hands and squeezed them. But she did not budge. Nonna remained as immobile as the vast, ancient marble monuments of nearby Rome. I worked my charm. Despite my clear, conversational Italian, she was having none of it – nor would her family intervene. They had strung across an entire row, stranding their most senior member on the Boeing 747 equivalent of an ice floe. Each remained alert to the debate, and yet beyond it: 50-yard stares fixed on their SkyMall catalogs. “She’s in my seat!” I protested. I’m not sure why. No foreigner wins that conversation in the Eternal City until he or she is fully grayhaired. It requires mature gravitas, blended with fire-forged resolve and a hint of “I will sit in your lap” volatility. I was a 27-year-old

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American expat flying home for Christmas. I never stood a chance. The nonna’s family peaked and dropped their shoulders in classic Mediterranean shrugs, telegraphing, “I don’t care. No rational person would trifle with such a thing. Now stop disrupting this difficult decision between an automatic cereal dispenser and a solar-powered cooling hat.” Even Egyptian demigods couldn’t withstand that most dismissive of Latin gestures. I’m pretty sure that’s how Julius Caesar ran Ptolemy XIII out of Alexandria, earning Cleopatra the throne. The history books may put up smoke screens about epic battles, but he probably just sailed over there and shrugged the pharaoh into submission. I pivoted back to Nonna. “Fine, fine,” I crumbled. “Stay comfortable. But you’ll be served my vegetarian meal. Please make sure to pass it over.” She took this as a sign I was hungry and began hand-feeding me foil-wrapped morsels. The pillowy focaccia layered with a sharp

cheese was a revelation, but I had to wrestle the bresaola from my lips. “I’m vegetarian! I don’t eat meat!” I reminded her, batting the air-dried, salted beef away. “Mangia,” (eat) she crooned, smoothing my hair. I escalated from “no thank you” to “My body doesn’t have the right digestive enzymes anymore. It would make me sick!” “Eat... eat.” Her voice was dangerously hypnotic. “You’re too thin to make good babies.” “That’s not a first-world thing now,” I protested. “Also, I don’t want kids yet.” “Shhhhh, mangia!” As a child of the Pacific Northwest, I have a certain physical reserve and a large bubble of personal space, both of which had to be gate-checked when I moved to the more demonstrative Mediterranean region. I learned the choreography of welcome kisses – mwah, mwah, MWAH! I’d grown accustomed to the riotous tangle of

I glanced down at our entwined fingers, hers knobbed and gnarled like my maternal grandmother’s.

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limbs on urban buses and the slickness of other passengers’ sweat during the steamy summer months. And I’d resigned myself to being petted and prodded by wellintentioned grannies who considered it a kindness to pinch my thighs and announce, “This skirt is too short. You look like a streetwalker!” Why, thank you! That’s exactly the conversation I wanted to have with a stranger in public, especially as a pale, hulking outsider. But Nonna was headed to the next level. Every time we hit turbulence, she woke me up and held my hand. Then she’d initiate her two conversations: “Do you love the Pope?” and “Why don’t you have babies?” “He seems like a nice man,” I’d say. And then, “We’re not ready. We’re moving around Europe a lot for my husband’s job right now.” “I can’t believe he lets you travel alone,” Nonna tsked. “But enough about that! Tell me, how much do you love the Pope?” She was adrift, I realized. Time was skating past her, then looping around in great coils and squeezing her breathless. I glanced down at our entwined fingers, hers knobbed and gnarled like my maternal grandmother’s. I could hang on a little longer. Airline Passenger Experience Association

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When dinner arrived, Nonna spilled wine on my jacket, then blasted it with perfume before I could croak out “I’m allergic!” She went to the bathroom, 30-odd rows back, then returned with a proud smile. “Lovely scent,” she informed me. “I could smell your coat at the end of the plane.” Yes. Yes, you can. Everyone on board can, from the pilots right back to – achoo! – me. But she was already back on script, caught in the endless thorn hedge of Alzheimer’s or some other dementia. “Do you love the Pope? He wants you to be blessed with babies. Why don’t you have any?” After 10 long hours, we finally landed in Chicago. Snow stranded us on the runway. Passengers got frustrated and made a break for it, popping an emergency door. I held Nonna’s hand so she wouldn’t wander into the chaos. We finally hugged and cheek-pecked goodbye. “Goodbye! Merry Christmas!” And then I was free... until she swooped down in baggage claim, clutching me. Exhausted, I dropped my carry-on and started crying. Her extended family bustled over and detached Granny. Their faces showed guilt, but also a sneaking relief. At 27, I couldn’t begin to understand the gift I’d unwittingly bestowed on these

Travelogue

people. Fourteen years later – after caregiving for two dying relatives, who both slipped into delirium at times – it’s all so clear. I’ve now lived that family’s 50-yard stare. I’ve sleepwalked through airports with the salt-sting of dried tears on my face. I’ve stood in a supermarket, as motionless as a Michelangelo statue, while an overstocked display of Yukon Gold potatoes rained around my body and a kind shopper raced over, saying, “Oh honey, I’ve had those days, too. Let me help!” In the heart of the hardest times, I would have given anything for 10 whole hours, undisturbed and unworried, like Nonna’s family on that Rome flight. I often think of Nonna and her family, worn thin by compassion fatigue, when I fly. Sometimes – despite my tepidness about the Pope – it even inspires me to be kinder, more patient. “I can’t believe you let that scared teenager sleep on your shoulder from LA to Brisbane,” my colleagues say. Or, “Why didn’t you call the sky marshal when that French psycho punched your seat because you reclined?” And I always know how to respond. Like Caesar, I just shrug. volume 6, edition 5

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next up: New Beginnings 2017: volume 7, edition 1 Kick off the new year with a look at techy trends on the consumer electronics market and be ahead of the curve in considering how these new innovations may find their way on board aircraft cabins. Connect with the many ways Wi-Fi enhances personalization – especially if passengers know it’s there. We talk to business experts and marketers to discover the ingenious ways they’re collaborating with airlines to make sure passengers make the most of their wireless entertainment experience.

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APEX EXPO: A Swinging Singaporean Success For four days, Singapore was transformed into a launchpad for in-flight innovation and the future of the passenger experience. APEX EXPO attracted more than 434 airline delegates from 77 airline companies and 2,476 attendees. The number of airline companies alone represents the highest since 2008. Alongside APEX, Future Travel Experience and Aircraft Interiors colocated to create the passenger experience event in Asia.

This year’s show in Singapore marked the first time the event was hosted outside North America in more than a decade. “APEX EXPO is a good opportunity for us – we don’t see each other as competitors, we see each other as colleagues, and we can exchange ideas and create opportunities for all of us,” says Rossen Dimitrov, senior vice-president, Customer Experience, Qatar Airways.

this year’s successful apex expo included: Access to 2,476 airline representatives from 77 airlines Exhibits from 123 companies showcasing the future of the in-flight experience Firsthand testimonials and insight from key airline executives, including Pekka Vauramo, CEO of Finnair, and Goh Choon Phong, CEO of Singapore Airlines World-class presentations and panel discussions with executives from international airlines, Google, IBM and more An awards ceremony recognizing companies and individuals who are transforming how we travel Announcement of APEX partnership with TripIt to help launch the Official Airline Ratings program

PHOTOS: LIM KOK WEE AND LOW KIAN TIONG

The excitement generated by this year’s event has all but ensured a sold-out EXPO in 2017, with almost all booth space booked before the conclusion of the Singapore show. “The numbers speak for themselves. APEX EXPO once again proved itself to be a dominating factor for the passenger experience industry, and airlines and vendors are already lining up for 2017, with more than 95 percent of booth space reserved a full year in advance,” says Joe Leader, APEX CEO. “With this tremendously successful event, APEX dramatically expanded its presence in this crucial and growing region of the world.” In addition to its yearly EXPO, APEX hosts multiple industry gatherings around the world. APEX EXPO 2017 will be colocated with AIX and IFSA.

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APEX Announces TripIt as Official Airline Ratings Partner

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“Mobile apps serve as the number one source of engagement during travel and after a flight. With a strong base of more than 13 million travelers worldwide, TripIt is a service that helps passengers keep their travel plans organized regardless of the airline they fly, making it the perfect partner to help us launch the Official Airline Ratings program,” says APEX CEO Joe Leader. “APEX member airlines will be able to use the targeted, objective, and anonymous insights provided by the Official Airline Ratings to create an elevated, personalized passenger experience.” Through this partnership, travelers who use the TripIt mobile app will have the opportunity to anonymously rate their flight

“Mobile apps serve as the number one source of engagement during travel.” Joe Leader APEX experience, overall on a five-star scale, along with their satisfaction in five categories: seat comfort, cabin service, food and beverage, entertainment and Wi-Fi. This feedback will then be analyzed by a third-party auditing service and used as the basis for the Official Airline Ratings. In addition, APEX airline members will receive exclusive access to the anonymous feedback provided by passengers, which can then be used to curate best practices and improve in-flight experiences for travelers. The initial ratings period for the Official Airline Ratings will open in Q4 2016 and continue through July 2017. The airlines awarded four and five stars will be announced at APEX EXPO 2017 in Long Beach, California. APEX will be elevating the highly anticipated Passenger Choice Awards by using insights derived from the passengers’ ratings of their in-flight features to help determine the 2017 award winners. Airlines will be honored by region for outstanding performance in five categories: cabin service, seat comfort, food and beverage, entertainment and Wi-Fi. Awards will also be presented to the best in region and the top airline in the world will be given the top award: Best in Passenger Experience. For more information on APEX or the Official Airline Ratings program, visit apex.aero or contact info@apex.aero.

Airline Passenger Experience Association

PHOTO: LIM KOK WEE

At APEX EXPO, the Airline Passenger Experience Association (APEX) announced a partnership with TripIt from Concur that will help the association launch its Official Airline Ratings program. This innovative industry initiative will gather passenger feedback based on travel itineraries, which will be audited by a third party. APEX will then share the insights with member airlines and honor the highest-rated airlines each year. APEX designed the program to provide the airline industry with a new way to measure the quality of a passenger’s experience. By partnering with TripIt, travelers also have an opportunity to provide feedback that will help shape future in-flight experiences.


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Celebrating the 2016 APEX Awards

Read more about the winners at > APEX.AERO/ AWARDS2016

Capping off a transformative year in aviation, airlines and their vendor partners were honored with the highest industry recognition at the APEX Awards ceremony, held at APEX EXPO, October 24, in Singapore. Considered the airline industry’s most prestigious honor, the awards, hosted by award-winning television personality Dominic Lau and sponsored by Phitek and Global Eagle Entertainment, are the culmination of intensive peer review and an exhaustive nomination process conducted around the globe.

The 2016 APEX Awards Winners Are: Best Video Curation Air Canada Best Original Audio American Airlines Best Original Video Etihad Airways Best In-Flight Connectivity Reaktor Best Passenger Comfort Innovation Singapore Airlines Best Personalization Innovation Air New Zealand Best Cabin Innovation STG Aerospace

PHOTO: LIM KOK WEE

Best In-Flight Entertainment Innovation Air New Zealand APEX Newcomer Award Immfly and SkyLights

Airline Passenger Experience Association

CEO Lifetime Achievement Award Goh Choon Phong, CEO, Singapore Airlines

Read the full profile online at > APEX.AERO/ GOHCHOONPHONG

The award recognizes Goh for his leadership and impressive contributions to the airline industry. Serving Singapore Airlines Group for the past 20 years and as chief executive officer, Goh has overseen incredible advancements for the airline – including being the launch customer for several major passenger experience innovations. The positive impact of Singapore Airlines’ strides under Goh’s leadership has not only benefited his airline, but has caused a positive ripple across the entire airline passenger experience industry.

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IFSA

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IFSA President´s Letter As we reflect on the successful 2016 IFSA Conference and Expo, held in the windy city of Chicago, we are reminded of what this association is really all about. With an exciting agenda filled with informational sessions, IFSA was proud to welcome keynote speaker Tom O'Toole, senior vicepresident and chief marketing officer of United Airlines, and education session presenter Jennifer Blackmon, corporate director of Culture Transformation at the Ritz-Carlton Leadership Center. Both speakers held informative sessions for everyone who attended. The 2016 IFSA Conference and Expo led to a record-breaking year for the tradeshow floor with over 190 booths sold and record attendance of over 870 attendees. New initiatives, such as the New Product Showcase (highlighting innovations in the industry) and the live Ask the Expert question and answer session hosted by the Government Affairs and Education

Committee (GAEC) were both a success. IFSA’s second annual Craft Beef Tasting experience was a hit yet again. One of the most anticipated events of the week was the Chefs Competition. IFSA had the honor of hosting celebrity chef Sam Choy as a guest judge. As always, the competition was fierce between Ahlam Abdallah (LSG Sky Chefs), Gaurav Gaur (Emirates), John Doggett (Flying Food) and PJ Lemoncelli (Preferred Meals), who was crowned the winner. The GAEC released the fourth edition of the World Food Safety Guidelines, a comprehensive guide to assist the onboard industry in meeting and exceeding food safety standards. This is still available for download at bit.ly/IFSAWFSG in English and Spanish. We encourage all of you to share this free information with your colleagues.

One of my goals as IFSA president is to help create solutions and opportunities for our airline, catering and supplier members. Our members are like family and IFSA is here to support its growth. Thank you for your ongoing support and dedication. And of course, mark your calendars for the 2017 IFSA Conference and Expo in Long Beach, California, September 25–27, 2017.

Best, > Jane Bernier-Tran

PHOTO: IFSA

President International Flight Services Association

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Wherever you’re going BBC World News travels with you

Hotels. Airports. Planes. Cruise Ships. BBC World News is available wherever you travel. Find out where to watch us when you travel: bbcwnpartners.com/travel

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What to look for in the months ahead

Coming Attractions w

Allied

Director: Robert Zemeckis Cast: Brad Pitt, Marion Cotillard, Lizzy Caplan, Matthew Goode, Jared Harris In 1942, in North Africa, intelligence officer Max Vatan encounters French Resistance fighter Marianne Beausejour on a deadly mission behind enemy lines. Reunited in London, their relationship is threatened by the extreme pressures of the war.

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Almost Christmas

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Arrival

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Director: David E. Talbert Cast: Danny Glover, Gabrielle Union, Omar Epps, Mo’Nique

Director: Denis Villeneuve Cast: Amy Adams, Jeremy Renner, Forest Whitaker

A beloved patriarch asks his family for one gift this holiday season: to get along. If they can honor that wish and spend five days under the same roof without killing one another, it will be a Christmas miracle.

When mysterious spacecraft touch down across the globe, an elite team, led by expert linguist Louise Banks, is brought together to investigate.

DISTRIBUTOR: NBCUNIVERSAL CONTACT: CYNTHIA KLAR

DISTRIBUTOR: PARAMOUNT PICTURES CONTACT: JOAN FILIPPINI * US, CANADA, CHINA, EXCLUDING HONG KONG

DISTRIBUTOR: TERRY STEINER INTERNATIONAL CONTACT: NADJA RUTKOWSKI * WORLDWIDE, EXCLUDING US, CANADA AND CHINA

Assassin’s Creed

Director: Justin Kurzel Cast: Michael Fassbender, Marion Cotillard, Jeremy Irons, Brendan Gleeson, Charlotte Rampling, Michael K. Williams, Khalid Abdalla Through a revolutionary technology that unlocks his genetic memories, Callum Lynch experiences the adventures of his ancestor, discovers he is descended from a mysterious secret society, the Assassins, and amasses incredible skills to battle the oppressive Templar organization in the present day. DISTRIBUTOR: TWENTIETH CENTURY FOX CONTACT: JULIAN LEVIN * EXCLUDING TAIWAN, HONG KONG, MACAU AND CHINA

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PHOTOS: © 2016 PARAMOUNT PICTURES; © 2016 UNIVERSAL STUDIOS. ALL RIGHTS RESERVED; © 2017 PARAMOUNT PICTURES; © 2016 XENOLINGUISTICS, LLC. PHOTO: JAN THIJS; © 2016 TWENTIETH CENTURY FOX FILM CORPORATION AND UBISOFT MOTION PICTURES ASSASSIN’S CREED. ALL RIGHTS RESERVED

DISTRIBUTOR: PARAMOUNT PICTURES CONTACT: JOAN FILIPPINI


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PHOTOS: COURTESY OF EROS INTERNATIONAL MEDIA LTD.; © EL-HOUSH PRODUCTIONS; © 2017 WARNER BROS. ENT. ALL RIGHTS RESERVED; © 2016 OPEN ROAD FILMS; ALL RIGHTS RESERVED. CONTENT MEDIA CORP. LTD.

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Baar Baar Dekho

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Banjo

Director: Nitya Mehra Cast: Sidharth Malhotra, Katrina Kaif

Director: Ravi Jadhav Cast: Riteish Deshmukh, Nargis Fakhri

What would you do if you could see the future of your relationship? Jai and Diya ride the ups and downs of their relationship through the test of time.

Taraat, a local banjo player, seeks fame, success and money. In his pursuit, he crosses paths with Christina, who helps him accomplish his goals.

DISTRIBUTOR: EROS INTERNATIONAL MEDIA LTD. CONTACT: PRASHANT GAONKAR

Barakah Meets Barakah w

DISTRIBUTOR: EROS INTERNATIONAL MEDIA LTD. CONTACT: PRASHANT GAONKAR

Director: Mahmoud Sabbagh Cast: Hisham Fageeh, Fatima Al-Banawi Barakah is a Saudi municipal civil servant, while Bibi, a wild beauty, is ultra famous for her own widely seen vlog. When Barakah and Bibi meet by chance at a photo shoot, the two share a kinetic moment. Could it be love at first sight? DISTRIBUTOR: ENCORE INFLIGHT LTD. CONTACT: EDWIN CHEUNG * EXCLUDING MIDDLE EAST AND NORTH AFRICA

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Bastards

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Director: Lawrence Sher Cast: Ed Helms, Owen Wilson, Ving Rhames, J.K. Simmons, Terry Bradshaw, Glenn Close When two brothers whose eccentric mother raised them to believe their father died when they were young discover this to be a lie, they set out to find their real father, learning more about their mother than they probably ever wanted to know. DISTRIBUTOR: WARNER BROS. CONTACT: JEFF CRAWFORD

Bleed for This

Director: Ben Younger Cast: Miles Teller, Aaron Eckhart, Katey Sagal, Ted Levine After a car accident leaves Vinny Pazienza, a boxer who has won two world title fights, with a broken neck, renowned trainer Kevin Rooney agrees to help him return to the ring just a year after the accident for what could be the last fight of his life. DISTRIBUTOR: PARAMOUNT PICTURES CONTACT: JOAN FILIPPINI

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The Book of Love

Director: Bill Purple Cast: Jason Sudeikis, Maisie Williams, Jessica Biel, Orlando Jones, Paul Reiser, Mary Steenburgen An emotional, funny and life-affirming story of how a widower’s life is given new meaning thanks to a friendship with a most unusual young drifter. DISTRIBUTOR: JAGUAR DISTRIBUTION CORP. CONTACT: FRANCE CAPOR * EXCLUDING UNITED STATES

* UNITED STATES

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PHOTOS: COURTESY OF EMPHASIS VIDEO ENTERTAINMENT LTD.; © 2017 WARNER BROS. ENT. ALL RIGHTS RESERVED; © BRITISH BROADCASTING CORPORATION AND POLUNIN LTD. / 2016; © 2016 ROGUE, A RELATIVITY MEDIA COMPANY

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Collateral Beauty

Director: David Frankel Cast: Will Smith, Helen Mirren, Edward Norton, Michael Peña, Naomie Harris, Kate Winslet

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Call of Heroes

Director: Benny Chan Cast: Sean Lau, Louis Koo, Eddie Peng, Wu Jing

During the Warlord Era in China, a rural village, Pucheng, falls into danger when its government allocates its military to the frontline. When the cruel commandant Cao arrives in the village and kills the innocent, the guardians of Pucheng fight back to protect their homeland. DISTRIBUTOR: EMPHASIS VIDEO ENTERTAINMENT LTD. CONTACT: GRACE LAU

When a successful New York advertising executive experiences a deep personal tragedy and retreats from life entirely, his colleagues devise a drastic plan to help him recover. DISTRIBUTOR: WARNER BROS. CONTACT: JEFF CRAWFORD * EXCLUDING AUSTRALIA, NEW ZEALAND, NEW GUINEA AND FIJI

* EXCLUDING CHINA

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Dancer

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Director: Steven Cantor Cast: Sergei Polunin Sergei Polunin became the Royal Ballet’s youngest principal dancer at age 19. But at the height of his success, he walked away from it all. Dancer tracks the life of this virtuoso, from his prodigal beginnings in Ukraine to his aweinspiring performances in the UK, Russia, and the US, where he went viral. DISTRIBUTOR: TERRY STEINER INTERNATIONAL CONTACT: NADJA RUTKOWSKI

The Dark Tower

Director: Nikolaj Arcel Cast: Idris Elba, Matthew McConaughey, Tom Taylor, Claudia Kim, Fran Kranz, Abbey Lee Gunslinger Roland Deschain roams an Old West-like landscape in search of The Dark Tower, in the hopes that reaching it will preserve his dying world. DISTRIBUTOR: SONY PICTURES RELEASING CONTACT: RANA MATTHES

The Disappointments Room *

Director: D.J. Caruso Cast: Kate Beckinsale, Mel Raido, Duncan Joiner, Lucas Till When Dana and her family move into an old mansion, her discovery of a secret room unleashes unexplainable events that test her sanity and slowly reveal the home’s terrifying past. DISTRIBUTOR: PARAMOUNT PICTURES CONTACT: JOAN FILIPPINI

* EXCLUDING AUSTRALIA AND NEW ZEALAND

* UNITED STATES

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Divorce

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Directors: Jesse Peretz, Ben Taylor, Adam Bernstein, Beth McCarthy-Miller, Jamie Babbit Cast: Sarah Jessica Parker, Thomas Haden Church, Molly Shannon, Talia Balsam, Tracy Letts, Sterling Jerins, Charlie Kilgore After more than a decade of marriage and two children, Frances reassesses her life and strained relationship with her husband Robert. She is convinced she should tell Robert they should split, but soon discovers that making a clean break is harder than she thought. DISTRIBUTOR: HBO CONTACT: KALLIOPE DIAKOS

Doctor Strange

Director: Scott Derrickson Cast: Benedict Cumberbatch, Chiwetel Ejiofor, Tilda Swinton, Rachel McAdams, Mads Mikkelsen, Benedict Wong In his quest for healing after a horrific car accident robs him of the use of his hands, world-famous neurosurgeon Dr. Stephen Strange discovers powerful magic in a mysterious place known as Kamar-Taj – the frontline of a battle against unseen dark forces bent on destroying reality. DISTRIBUTOR: DISNEY STUDIOS NON-THEATRICAL CONTACT: MARTIN SANSING

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The Edge of Seventeen w

Director: Kelly Fremon Craig Cast: Hailee Steinfeld, Woody Harrelson, Kyra Sedgwick, Haley Lu Richardson, Blake Jenner, Hayden Szeto When high school junior Nadine’s all-star older brother, Darian, starts dating her best friend Krista, Nadine feels more alone than ever – until the unexpected friendship of a boy gives her a glimmer of hope that things just might not be so terrible after all. DISTRIBUTOR: ENTERTAINMENT IN MOTION CONTACT: LYNDA HARRISS

The Fabulous Patars w

Director: Sophie Reine Cast: Gustave Kervern, Camille Cottin, Héloïse Dugas, Fanie Zanini Denis struggles to raise his daughters Janine and Mercredi while holding down two jobs. After he forgets Mercredi one too many times at the school gates, a social worker is appointed to scrutinize the family’s peculiar daily life. Denis must make his eccentric family appear more normal. DISTRIBUTOR: PENNY BLACK MEDIA CONTACT: CATHIE TROTTA

First Monday in May w

Director: Andrew Rossi Cast: Andrew Bolton, Kar-wai Wong, Anna Wintour, Baz Luhrmann, Rihanna

DISTRIBUTOR: TERRY STEINER INTERNATIONAL CONTACT: NADJA RUTKOWSKI

* EXCLUDING FRANCE, MONACO, ANDORRA AND FRENCH OVERSEAS TERRITORIES: RÉUNION, GUADELOUPE, FRENCH GUIANA, FRENCH POLYNESIA, MAYOTTE, NEW CALEDONIA, SAINT BARTHÉLEMY, SAINT MARTIN, SAINT PIERRE AND MIQUELON, AND WALLIS AND FUTUNA

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An unprecedented look behind the scenes of two of New York’s premier cultural events: “China: Through the Looking Glass,” the most attended fashion exhibition in the history of The Costume Institute, and the 2015 Met Gala, the star-studded fundraiser that celebrates the opening of the exhibition.

* EXCLUDING NORTH AMERICA, FRANCE, ITALY, AUSTRALIA AND NEW ZEALAND

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PHOTOS: COURTESY OF HBO; © 2016 MARVEL; © STX ENTERTAINMENT; COURTESY OF PENNY BLACK MEDIA; © PLANTED PROJEC

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Hacksaw Ridge

Director: Mel Gibson Cast: Andrew Garfield, Sam Worthington, Vince Vaughn

Director: Tate Taylor Cast: Emily Blunt, Haley Bennett, Justin Theroux, Luke Evans

Rachel, devastated by her recent divorce, spends her daily commute fantasizing about the seemingly perfect couple who live in a house that her train passes every day. But one morning she sees something shocking happen there and becomes entangled in the mystery that unfolds.

DISTRIBUTOR: ENTERTAINMENT IN MOTION CONTACT: LYNDA HARRISS

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Happy Bhag Jayegi w

Director: Mudassar Aziz Cast: Diana Penty, Abhay Deol, Jimmy Shergill, Ali Fazal, Momal Sheikh After fleeing an arranged marriage, a feisty Indian woman finds herself stranded in Pakistan where the ex-governor’s son helps reunite her with her love. DISTRIBUTOR: EROS INTERNATIONAL MEDIA LTD. CONTACT: PRASHANT GAONKAR

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Hidden Figures

Director: Theodore Melfi Cast: Taraji P. Henson, Octavia Spencer, Janelle Monáe, Kevin Costner, Kirsten Dunst, Jim Parsons, Kimberly Quinn, Maheshala Ali, Aldis Hodge, Glen Powell The incredible untold story of Katherine G. Johnson, Dorothy Vaughan and Mary Jackson – brilliant African-American women working at NASA, who served as the brains behind one of the greatest operations in history: the launch of astronaut John Glenn into orbit. DISTRIBUTOR: TWENTIETH CENTURY FOX CONTACT: JULIAN LEVIN

I Love That Crazy Little Thing w

Director: Snow Zou Cast: William Chan, Yixin Tang, Jessica Jung The mistaken inclusion of an unlicensed song in an upcoming movie leads a director on a quixotic quest for the song’s elusive composer. The journey from Beijing to the Chinese desert to a Hawaiian volcano gives the director a new perspective on life but also a second chance with his ex-girlfriend. DISTRIBUTOR: ENCORE INFLIGHT LTD. CONTACT: EDWIN CHEUNG * EXCLUDING MAINLAND CHINA

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PHOTOS: © 2016 UNIVERSAL STUDIOS. ALL RIGHTS RESERVED; © IM GLOBAL. PHOTO CREDIT: MARK ROGERS; COURTESY OF EROS INTERNATIONAL MEDIA LTD.; © 2017 TWENTIETH CENTURY FOX FILM CORPORATION. ALL RIGHTS RESERVED; © 2016 EMPEROR FILM AND ENTERTAINMENT (BEIJING) LTD. ET AL.

The Girl on the Train *

In Okinawa, during World War II, Desmond Doss saved 75 men without firing or carrying a gun. He was the only American soldier to fight on the frontlines without a weapon, as he believed that while the war was justified, killing was nevertheless wrong.


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Insecure

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Directors: Melinda Matsoukas, Cecile Emeke, Kevin Bray, Debbie Allen Cast: Issa Rae, Yvonne Orji, Jay Ellis, Lisa Joyce Best friends Issa and Molly navigate the tricky professional and personal terrain of Los Angeles while facing the challenges of being two black women who defy all stereotypes. Though Issa fancies herself a badass rapper, her day-to-day life at an educational nonprofit is far less empowering. DISTRIBUTOR: HBO CONTACT: KALLIOPE DIAKOS

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Jackie

Visit us at apex.aero

Keeping Up With the Joneses w

Director: Pablo Larrain Cast: Natalie Portman, Peter Sarsgaard Greta Gerwig, Billy Crudup, John Hurt A searing and intimate portrait of one of the most important and tragic moments in American history, seen through the eyes of the iconic First Lady, then Jacqueline Bouvier Kennedy, in the days following her husband’s assassination. DISTRIBUTOR: TWENTIETH CENTURY FOX CONTACT: JULIAN LEVIN * US, BERMUDA, BAHAMAS

Director: Greg Mottola Cast: Zach Galifianakis, Jon Hamm, Isla Fisher, Gal Gadot An ordinary suburban couple (Zach Galifianakis, Isla Fisher) finds it’s not easy keeping up with the Joneses (Jon Hamm, Gal Gadot) – their impossibly gorgeous and ultra-sophisticated new neighbors – especially when they discover that Mr. and Mrs. “Jones” are covert operatives. DISTRIBUTOR: TWENTIETH CENTURY FOX CONTACT: JULIAN LEVIN

La La Land

Director: Damien Chazelle Cast: Ryan Gosling, Emma Stone, John Legend Mia, an aspiring actress, and Sebastian, a dedicated jazz musician, are struggling to make ends meet in Los Angeles, a city known for crushing hopes and breaking hearts. This original musical about everyday life explores the joy and pain of pursuing dreams. DISTRIBUTOR: ENTERTAINMENT IN MOTION CONTACT: LYNDA HARRISS

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Land of Mine

Director: Martin Zandvliet Cast: Roland Møller, Louis Hofmann, Joel Basman, Emil Belton, Oskar Belton, Mikkel Boe Følsgaard

Based on a true story, a Danish sergeant takes charge of a group of youthful German POWs who he puts to work, defusing explosives on the coast of Denmark in the immediate aftermath of World War II. DISTRIBUTOR: JAGUAR DISTRIBUTION CORP. CONTACT: FRANCE CAPOR * EXCLUDING GERMANY, AUSTRIA, SWITZERLAND, SCANDINAVIA, AUSTRALIA AND NEW ZEALAND

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PHOTOS: COURTESY OF HBO; © 2016 TWENTIETH CENTURY FOX FILM CORPORATION. ALL RIGHTS RESERVED; © FRANK MASI PHOTOGRAPHS © 2016 TWENTIETH CENTURY FOX FILM CORPORATION. ALL RIGHTS RESERVED; © LIONSGATE; © 2016 BLUE DREAM STUDIOS

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Line Walker

Director: Jazz Boon Cast: Nick Cheung, Louis Koo, Francis Ng, Charmaine Sheh

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The Last Word

Director: Mark Pellington Cast: Shirley MacLaine, Amanda Seyfried

Retired, successful businesswoman Harriet decides to write her own obituary to make sure her life story is told her way. But when Anne, a young writer at the local newspaper, is assigned to the task, she insists on finding out the truth about Harriet’s life.

PHOTOS: © ALL RIGHTS RESERVED. CONTENT MEDIA CORP. LTD.; COURTESY OF EMPHASIS VIDEO ENTERTAINMENT LTD.; COURTESY OF TERRY STEINER INTERNATIONAL; © 2016 SHOWBOX AND YONG FILM. ALL RIGHTS RESERVED; © 2016 K FILMS MANCHESTER LLC. ALL RIGHTS RESERVED

DISTRIBUTOR: JAGUAR DISTRIBUTION CORP. CONTACT: FRANCE CAPOR

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Loving

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Director: Jeff Nichols Cast: Ruth Negga, Joel Edgerton, Will Dalton

Luck-Key

Not knowing when they can return to their normal life, undercover police agents endure the constant fear of being discovered by those they are assigned to infiltrate. But their lives are also put in danger when they realize there is a mole within the police force. DISTRIBUTOR: EMPHASIS VIDEO ENTERTAINMENT LTD. CONTACT: GRACE LAU * EXCLUDING CHINA

Manchester by the Sea *

Director: Lee Gae-byok Cast: Yoo Hai-jin, Lee Joon, Im Ji-yeon

Richard and Mildred Loving, a married interracial couple, spent nine years fighting for the right to live as a family in their hometown. Their civil rights case, Loving v. Virginia, went all the way to the Supreme Court, which in 1967 reaffirmed the very foundation of the right to marry.

Hyung-wook, a famous assassin, slips on soap at a public sauna and passes out. Jae-sung, a struggling actor, witnesses the accident and switches his locker key with Hyung-wook’s. Jae-sung opens the locker to find the key for a fancy car and a luxurious condo, along with the wealth and secrets of a successful hit man.

DISTRIBUTOR: TERRY STEINER INTERNATIONAL CONTACT: NADJA RUTKOWSKI

DISTRIBUTOR: ENCORE INFLIGHT LTD. CONTACT: EDWIN CHEUNG

* EXCLUDING ISRAEL

* EXCLUDING KOREA AND JAPAN

Director: Kenneth Lonergan Cast: Casey Affleck, Michelle Williams, Kyle Chandler, Matthew Broderick After the death of his older brother Joe, Lee Chandler learns that Joe had made him the sole guardian of his nephew Patrick. Lee reluctantly returns to Manchester-by-the-Sea to care for Patrick, a spirited 15-year-old. Bonded by the man who held their family together, Lee and Patrick struggle to adjust to a world without him. DISTRIBUTOR: TERRY STEINER INTERNATIONAL CONTACT: NADJA RUTKOWSKI * UNITED STATES

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Maudie

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Director: Aisling Walsh Cast: Sally Hawkins, Ethan Hawke Everett, a recluse, hires Maudie, a hunched woman with crippled hands to be his housekeeper. Unexpectedly, Everett finds himself falling in love with Maudie who yearns to be independent. Maudie charts Everett’s efforts to protect himself from being hurt while rising to fame as a folk painter.

Miss Sloane

Director: John Madden Cast: Jessica Chastain, Gugu Mbatha-Raw, John Lithgow An ambitious lobbyist faces off the powerful gun lobby in an attempt to pass gun control legislation. DISTRIBUTOR: ENTERTAINMENT IN MOTION CONTACT: LYNDA HARRISS

DISTRIBUTOR: JAGUAR DISTRIBUTION CORP. CONTACT: FRANCE CAPOR

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Moana

Directors: Ron Clements, John Musker Cast: Auli‘i Cravalho, Dwayne Johnson Moana meets the demigod Maui, who guides her in her quest to become a master wayfinder. Together, they sail across the ocean on an action-packed voyage, encountering enormous monsters and impossible odds, and along the way, Moana discovers the one thing she’s always sought: her identity. DISTRIBUTOR: DISNEY STUDIOS NON-THEATRICAL CONTACT: MARTIN SANSING

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Monolith

Director: Ivan Silvestrini Cast: Katrina Bowden, Brandon W. Jones, Justine Wachsberger A suspicious mother plans a surprise visit to her husband at a conference in Los Angeles. She takes her infant son in Monolith, the most advanced car ever built. Monolith takes care of everything during the journey, until an unforeseen situation forces mother and son to fight for survival against the elements and machine.

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Monster Trucks

Director: Chris Wedge Cast: Lucas Till, Jane Levy, Holt McCallany, Barry Pepper

A high school senior befriends a strange subterranean creature after building a monster truck from bits and pieces of scrapped cars. DISTRIBUTOR: PARAMOUNT PICTURES CONTACT: JOAN FILIPPINI

DISTRIBUTOR: SKYLINE IFE CONTACT: RICHARD BARSBY

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PHOTOS: © 2015 MONGREL MEDIA; © EUROPACORP; © 2016 DISNEY ENTERPRISES, INC.; COURTESY OF SKYLINE IFE; © 2017 PARAMOUNT PICTURES

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SINGAPORE www.iim.com.sg

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My Uncle

Director: Nobuhiro Yamashita Cast: Ryuhei Matsuda, Yoko Maki, Riku Onishi, Shigeyuki Totsugi Yukio has to write about an adult he knows for a grade-school assignment. He decides to write about a man known only as “uncle.” “Uncle” is a permanent crasher and a university lecturer who can rationalize anything, but he is lazy, uncoordinated and always broke. DISTRIBUTOR: ENCORE INFLIGHT LTD. CONTACT: EDWIN CHEUNG

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Director: Tom Ford Cast: Amy Adams, Jake Gyllenhaal, Michael Shannon, Aaron Taylor-Johnson Susan and Tony are a divorced couple discovering dark truths about each other and themselves that explore the thin lines between love and cruelty, and revenge and redemption.

Oasis: Supersonic

Director: Mat Whitecross Cast: Noel Gallagher, Liam Gallagher Rare, unseen footage and exclusive interviews tell the story of British rock band Oasis in all its intense and volatile glory. DISTRIBUTOR: JAGUAR DISTRIBUTION CORP. CONTACT: FRANCE CAPOR * EXCLUDING UNITED KINGDOM

DISTRIBUTOR: NBCUNIVERSAL CONTACT: CYNTHIA KLAR

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Passengers

Director: Morten Tyldum Cast: Jennifer Lawrence, Chris Pratt, Michael Sheen, Laurence Fishburne, Andy Garcia Jim and Aurora are passengers on board a spaceship transporting them to a new life on another planet. But when their hibernation pods wake them 90 years before they reach their destination, they are threatened by the imminent collapse of the ship and the truth behind why they woke up. DISTRIBUTOR: SONY PICTURES RELEASING CONTACT: RANA MATTHES * EXCLUDING AUSTRALIA AND NEW ZEALAND

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PHOTOS: © 2016 MY UNCLE PRODUCTION COMMITTEE; © 2016 UNIVERSAL STUDIOS. ALL RIGHTS RESERVED; © 2016 BLUE DREAM STUDIOS; COURTESY OF SONY PICTURES RELEASING

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t! h ig fl s ke ta on ti a in g a Im WORLD CINEMA

CONTENT MANAGEMENT AUDIO AND VIDEO SAFETY ANNOUNCEMENTS BOUTIQUE CSP

35 years of experience in content programming and management for the airline industry. Award winning productions. MPAA inspected and approved. Now offering English Language and World Cinema for encrypted and unencrypted streaming.

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PHOTOS: © GEORGE LECHAPTOIS. LES FILMS VELVET; © 2016 DISNEY ENTERPRISES, INC.; COURTESY OF SONY PICTURES RELEASING; © 2016 & TM LUCASFILM LTD.

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Planetarium

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Queen of Katwe

Director: Rebecca Zlotowski Cast: Natalie Portman, Lily-Rose Depp, Emmanuel Salinger, Amira Casar

Director: Mira Nair Cast: Lupita Nyong’o, David Oyelowo, Madina Nalwanga

Kate and Laura Barlow, two American spiritualists, have just finished their world tour. Fascinated by their gift, French producer André Korben hires them to shoot an ambitious film. In the vortex of cinema, experiments and feelings, the trio doesn’t see what Europe will soon go through.

Queen of Katwe is the true story of a young Ugandan girl whose world rapidly changes when she is introduced to the game of chess, and, as a result of the support from her family and community, pursues her dream of becoming an international chess champion.

DISTRIBUTOR: ENCORE INFLIGHT LTD. CONTACT: EDWIN CHEUNG

DISTRIBUTOR: DISNEY STUDIOS NON-THEATRICAL CONTACT: MARTIN SANSING

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The Red Turtle

Director: Michael Dudok de Wit Shipwrecked on a tropical island inhabited by turtles, crabs and birds, a man recounts the milestones in the life of a human being. DISTRIBUTOR: SONY PICTURES RELEASING CONTACT: RANA MATTHES * CARIBBEAN ISLANDS, LATIN AMERICA, UNITED STATES

* EXCLUDING FRANCE, BENELUX AND NORTH AMERICA

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Director: Gareth Edwards Cast: Felicity Jones, Ben Mendelsohn, Mads Mikkelsen, Diego Luna, Forest Whitaker In a time of conflict, a group of unlikely heroes band together to steal the plans to the Death Star, the Empire’s ultimate weapon of destruction. This key event in the Star Wars timeline brings together ordinary people who do extraordinary things, becoming part of something greater than themselves. DISTRIBUTOR: DISNEY STUDIOS NON-THEATRICAL CONTACT: MARTIN SANSING

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The Salesman

Director: Asghar Farhadi Cast: Shahab Hosseini, Taraneh Alidoosti, Babak Karimi, Mina Sadati Emad and Rana enjoy their lives as teachers during the day and stage actors at night. Things take a turn when they are forced out of their apartment due to construction damage. An incident linked to the previous tenant dramatically changes their lives.

* EXCLUDING US, CANADA, FRANCE, IRAN, TUNISIA, ALGERIA, MOROCCO, BELGIUM, LUXEMBURG AND THE NETHERLANDS

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Shin Godzilla

Director: Hideaki Anno Cast: Hiroki Hasegawa, Yutaka Takenouchi, Satomi Ishihara An unknown accident occurs in the Tokyo Bay Aqua Line, causing an emergency cabinet to assemble. All of the sudden, a giant creature appears, destroying town after town as it approaches the capital. This mysterious giant monster is named Godzilla. DISTRIBUTOR: EMPHASIS VIDEO ENTERTAINMENT LTD. CONTACT: GRACE LAU

The Space Between Us

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Director: Peter Chelsom Cast: Gary Oldman, Asa Butterfield, Carla Gugino, Britt Robertson The first human born on Mars travels to Earth for the first time, experiencing the wonders of the planet through fresh eyes. He embarks on an adventure with a street-smart girl to discover how he came to be. DISTRIBUTOR: ENTERTAINMENT IN MOTION CONTACT: LYNDA HARRISS

* EXCLUDING JAPAN

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Director: Kim Sung-hoon Cast: Ha Jung-woo, Bae Doo-na, Oh Dal-su While driving through a mountain tunnel, the unthinkable happens: The tunnel collapses. When Lee Jung-soo regains consciousness, he finds himself trapped inside his car, under tons of concrete and debris. All he has are his cellphone, two bottles of water and his daughter’s birthday cake. DISTRIBUTOR: EMPHASIS VIDEO ENTERTAINMENT LTD. CONTACT: GRACE LAU * EXCLUDING KOREA

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PHOTOS: © HABIB MAJIDI; © 2016 TOHO CO. LTD. ALL RIGHTS RESERVED; © 2015 STX PRODUCTIONS, LLC. ALL RIGHTS RESERVED. JACK ENGLISH; COURTESY OF EMPHASIS VIDEO ENTERTAINMENT LTD.

DISTRIBUTOR: PENNY BLACK MEDIA CONTACT: CATHIE TROTTA


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PHOTOS: COURTESY OF SONY PICTURES RELEASING; COURTESY OF O’BRIEN INTERNATIONAL; © 2016 TWENTIETH CENTURY FOX FILM CORPORATION. ALL RIGHTS RESERVED

Director: Anna Foerster Cast: Kate Beckinsale, Theo James, Lara Pulver, James Faulkner, Tobias Menzies, Bradley James Vampire death dealer Selene fends off brutal attacks from the Lycan clan and the vampire faction that betrayed her. With her only allies, David and his father, Thomas, she must stop the eternal war between Lycans and vampires, even if it means she has to make the ultimate sacrifice. DISTRIBUTOR: SONY PICTURES RELEASING CONTACT: RANA MATTHES

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Victoria

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War on Everyone

Director: Justine Triet Cast: Virginie Efira, Vincent Lacoste, Melvil Poupaud

Director: John Michael McDonagh Cast: Theo James, Alexander Skarsgård, Michael Peña, Tessa Thompson

Victoria is a criminal lawyer. At a wedding, she catches up with her old friend Vincent and runs into Sam, a loser she successfully defended in court. When Vincent is accused of attempting to murder his girlfriend, Victoria reluctantly agrees to defend him, and hires Sam to be “au pair” boy.

Two corrupt cops in New Mexico set out to blackmail and frame every criminal unfortunate enough to cross their path. Things take a sinister turn, however, when they try to intimidate someone who is more dangerous than they are. Or is he?

DISTRIBUTOR: O’BRIEN INTERNATIONAL CONTACT: JACQUELINE BRIENS

DISTRIBUTOR: SONY PICTURES RELEASING CONTACT: RANA MATTHES

* EXCLUDING FRANCE AND THE FOLLOWING AIRLINES: LUFTHANSA, AUSTRIAN, SWISS, IBERIA, DELTA, AMERICAN, AIR CANADA AND BRITISH AIRWAYS

Why Him?

Director: John Hamburg Cast: James Franco, Bryan Cranston, Megan Mullally, Zoey Deutch, Cedric the Entertainer, Griffin Gluck and KeeganMichael Key Ned, an overprotective dad, and his family visit his daughter at college, where he meets his worst nightmare: her well-meaning but awkward billionaire boyfriend, Laird. Ned’s panic level goes through the roof when he finds himself lost in Laird’s high-tech world and learns that he is about to propose. DISTRIBUTOR: TWENTIETH CENTURY FOX CONTACT: JULIAN LEVIN

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alook @t

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Inflight destination-specific programming showcasing Attractions, Dining, Shopping & more.

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Planespotting

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@lairdkay Don’t look now but... THERE IS AN A380 RIGHT BEHIND YOU! #avgeekscare

@heinotimmerman On your marks, get set... Go!

@lesegot Leaving the coast of Africa for APEX EXPO with Singapore Airlines. @anekdotique A warm welcome from the palm trees of Kuala Lumpur.

@cinetrance Landing at Dubai International Airport.

@artyom_anikeev Evening clouds and a Boeing 767.

@elbeneri Waving “hi” to the Marina Bay Sands en route to APEX EXPO on Finnair’s new Airbus A350. Amazing!

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@laurlaurilou Flying with Air Canada to Heathrow, Alain de Botton’s favorite airport and the setting of the opening scene in Love Actually.

@lukaspkirchner The final meters before touching down in SIN. Great flight on the #A350!

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Charting Out the North Pole Jeppesen charts provide indispensable information on how to approach different landings around the world – even a sleigh at the North Pole. by Howard Slutsken

Over 80 years ago, Captain Elrey Jeppesen found himself flying early airmail routes. The navigational aids of the day were primitive and limited, and pilots used road maps and railway tracks to find their way. So Capt. Jepp – as he became known – started writing detailed notes about routes and emergency landing strips in his little black book. At first he shared this valuable information with other pilots for free, but ultimately realized that it could be a moneymaking venture. 114

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He launched his eponymous company in 1934, initially selling charts to pilots, then to airlines and the military. Since then, Jeppesen charts have become the standard for pilots, and the company, now a division of Boeing, has a library of more than 30,000 globespanning charts, in digital and paper form. The iconic Jeppesen approach charts are filled with the information pilots need to complete a safe approach and landing. The format of the charts has also inspired a series of more than 80 commemorative maps recognizing Jeppesen employees, and honoring pilots such as Jimmy Buffet and Harrison Ford, and events such as Apollo 13 and the Miracle on the Hudson. In 2013, Jeppesen added Santa Claus to the list of honorees with the release of its North Pole Village chart. The approach course takes sleighs over the SANTA, CLAUS, COMNG and TOWNN navigational fixes,

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Find more commemorative maps at > APEX.AERO/ JEPPESENCHARTS

which all meet the five-letter pronounceableword naming standard for waypoints. When the weather is bad, the Reindeer Landing System guides a sleigh to a safe landing, but if Rudolph’s nose isn’t working or two or more reindeer are “inoperative,” visibility has to be better. If a sleigh can’t land, the missed approach is a climb to the MSLTO fix, followed by a right turn then a hold at KSSNG, which truly sounds like a great idea. The chart is filled with all sorts of important – and fun – information that every “naughty or nice” pilot needs to know for North Pole flights, so be sure to check it twice!

If you are an APEX member who is interested in contributing to the Throwback page, please submit your personal stories relating to the airline industry, or a moment or product in aviation history, to editor@apex.aero.

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CHART: JEPPESEN

Throwback


One of 40 million secure connections we make every day. To her, it’s everything.

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APEX Experience 6.5 December/January 2017