APEX EXPO Daily Experience – Day One

EXPO daily

Singapore | October 25, 2016 #APEXEXPO | APEX.AERO | @THEAPEXASSOC | APEX.AERO/NEWSLETTER

Singapore Airlines’ Goh Choon Phong Named First-Ever Recipient of CEO Lifetime Achievement Award > read more on page 8

Inmarsat’s Secret Second Booth

Rockwell Collins Buys B/E Aerospace

Panasonic Expands eX3 Reach in Asia

BAE Systems Powers Virgin Australia

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> read more on page 38

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sponsored by

Education Day

COMING TO AIRLINES JANUARY 2017

CONTACT: Martin.Sansing@disney.com

© 2016 Disney Enterprises, Inc.

VISIT OUR WEBSITE: nt.disney.com

“This is a groundbreaking program that will be a big step for APEX, for our industry and for our airlines.�

Joe Leader CEO, APEX

Starting Up: APEX and TripIt Partner for Official Airline Ratings Program

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DID YOU HEAR THAT?

© 2016 Panasonic Avionics Corporation. All Rights Reserved. TE-0654

Panasonic Avionics Corporation

HEAR EVERY FOOTSTEP WITH HD & 3D AUDIO LIVE. IN PERSON. BOOTH 434.

CONNECTING THE BUSINESS AND PLEASURE OF FLYING®

Keeping you and your passengers connected With the Gogo® 2Ku global connectivity solution leading the way, we’re working with our partners to usher in a new era of connected flight. Stop by our booth to see what’s possible – from enhanced operational efficiency to a premium passenger experience.

gogoair.com/2Ku © 2016 Gogo LLC. All trademarks are the property of their respective owners.

Finnair Chief Executive Officer Emphasizes the Importance of Service as Strategy The only way for airlines to excel is to cut costs.

This is a falsehood that Pekka Vauramo could not wrap his head around when he stepped in DV FKLHI H[HFXWLYH RĹŒFHU RI )LQQDLU LQ LQ the midst of a drastic cost-cutting program. “This FDQQRW EH KRZ DQ DLUOLQH EHFRPHV D JUHDW DLUOLQH VLPSO\ E\ FXWWLQJ WKH FRVWV ø KH VDLG 'XULQJ KLV NH\QRWH SUHVHQWDWLRQ á3DVVHQJHU )RFXV DQG WKH .H\V WR 6XFFHVV ø 9DXUDPR GHVFULEHG DQ DLUOLQH ZLWK D GHĹŠQHG JURZWK strategy – one that emphasizes service. “In the VHUYLFH EXVLQHVV ZH QHHG WR KDYH PRWLYDWHG SHUVRQQHO DQG DOLJQHG REMHFWLYHV ø KH VDLG Vauramo talked about the thousands of SDVVHQJHU HQFRXQWHUV )LQQDLUĂľV IURQWOLQH VWDʼn IDFH HYHU\ \HDU DQG KRZ D EDG H[SHULHQFH FDQ EH SRLVRQRXV IRU DQ DLUOLQH á,Q WKLV EXVLQHVV WKHUH LV VWLOO URRP IRU JRRG VHUYLFH ø KH VDLG

“In the service business, we need to have motivated personnel and aligned objectives.�

Pekka Vauramo Finnair DGGLQJ á6HUYLFH LV DOVR DQ LPSRUWDQW HOHPHQW RI PDNLQJ PRQH\ ø )LQQDLU PDUNHWV LWVHOI DV WKH VKRUWFXW between Asia and Europe and works closely ZLWK LWV KXE +HOVLQNL $LUSRUW WR UHDOL]H WKLV

SRVLWLRQLQJ ,QVWHDG RI IRFXVLQJ RQ )LQODQG DV D ĹŠQDO GHVWLQDWLRQ LW KDV UHLPDJLQHG LWVHOI DV DQ DWWUDFWLYH OD\RYHU ZLWK D PLQXWH FRQQHFWLRQ time. “The transfer experience needs to be part of RXU WKLQNLQJ ø 9DXUDPR VDLG 2Q WLPH Ĺ‹LJKWV DUH LPSRUWDQW EXW )LQQDLU aims to provide additional service by relieving some of the stress passengers experience when arriving at the airport through technology. “Part RI >WKH DQ[LHW\@ FRXOG EH VROYHG E\ GLJLWDOL]LQJ E\ SURYLGLQJ PRUH LQIRUPDWLRQ PDNLQJ SHRSOH PRUH FRPIRUWDEOH ø 9DXUDPR VDLG )LQDOO\ HPSKDVL]LQJ VHUYLFH DV VWUDWHJ\ Vauramo concluded his presentation with one ĹŠQDO WKRXJKW á:H KDYH HGXFDWHG WKH WUDYHOHUV that the only thing you should look at when you travel with airlines is the price of the ticket ‌ and we need to educate the market away from that.“

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Etihad’s Strategy for Global, Personal Reach?

Make Someone Happy

In a keynote presentation, Linda Celestino, vicepresident of Guest Services at Etihad Airways and APEX’s past president shared the Gulf carrier’s strategies for elevating the passenger experience. “Whilst we are passionate about our product and who we are as an airline, we are even more passionate about our people,â€? she said. “We are the bold, precocious adolescent in the industry,â€? she quipped. With double-digit growth ĹŠJXUHV (WLKDG LV RQH RI WKH IDVWHVW JURZLQJ DLUOLQHV in the commercial industry and boasts one of WKH PRVW PRGHUQ Ĺ‹HHWV :LWK XOWUD OX[H ĹŠUVW FODVV suites and The Residence apartments in the sky, the airline’s front-of-cabin product has few rivals.

But, according to Celestino, the key to success is the airline’s focus on hospitality. “We don’t sell 8

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transportation, we sell a feeling,� she said, adding, “We don’t benchmark against other airlines.�

Instead, Etihad recruits specialized world talent from esteemed training centers. Flying Nannies are trained with the same UK-based childcare training college used by Buckingham Palace, and LQ Ĺ‹LJKW EXWOHUV HDUQ WKHLU FUHGHQWLDOV DW WKH ZRUOG renowned Savoy Hotel training center. “We are big believers that our people will transform the industry,â€? she said. Celestino’s presentation also featured a sneak peek at the XSFRPLQJ 0LGĹŠHOG 7HUPLQDO SURMHFW DW $EX 'KDEL International Airport, which is slated to become WKH ODUJHVW EXLOGLQJ LQ WKH (PLUDWH RI $EX 'KDEL with 65 aicraft gates and upward of 30,000 square meters of premium lounge space.

Celestino concluded her presentation with the airline’s cheerful advice for improving the passenger experience: Make someone happy.

“We are big believers that our people will transform the industry.�

Linda Celestino, Etihad Airways

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,1 )/,*+7 &211(&7,9,7< As one of the worldâ&#x20AC;&#x2122;s leading integrated telecommunications companies, Deutsche Telekom has over ten years of experience in delivering Wi-Fi services to millions of users. Our goal is to make the Internet above the clouds as simple as the Internet on the ground. We have developed a Wi-Fi platform optimized for in-flight use with all portable devices that supports specific airline needs, such as passenger vouchers or APIs to interconnect with airline systems in a flexible way. At present, it provides a superior user experience on more than 300 aircraft. Share our vision of innovation with your customers and increase your business revenues at the same time. Go Beyond Limits!

Airbusâ&#x20AC;&#x2122; Connected Cabin of the Future: Digital Native Aircraft

Read about Airbusâ&#x20AC;&#x2122; A350 XWB Customer 'HĹ&#x160;QLWLRQ &HQWUH DW > APEX.AERO/AIRBUSCDC

As the race to connectivity accelerates, industry experts project that over 20,000 aircraft cabins will be connected by 2025. During his keynote address, Ingo Wuggetzer, vice-president of Cabin Marketing, Airbus, shared the prospective improvements to the passenger experience and FDELQ FUHZ EHQHĹ&#x160;WV DĹ&#x2030;RUGHG E\ D IXOO\ FRQQHFWHG cabin. The Airbus A350 XWB, what Wuggetzer calls â&#x20AC;&#x153;the only digital native aircraft,â&#x20AC;? is 100 SHUFHQW HTXLSSHG ZLWK LQ Ĺ&#x2039;LJKW FRQQHFWLYLW\ DQG was uniquely designed to integrate systems, ZKLOH PDNLQJ WKH PRVW HĹ&#x2030;HFWLYH XVH RI VSDFH and weight to provide a seamless door-to-door connected experience.

Smoother communications between connectivity nodes in the aircraft mean passengers could potentially control their own environment â&#x20AC;&#x201C; lighting, window shades, seat movement and climate â&#x20AC;&#x201C; directly through their smartphones and personal devices, with crew tapping the technology to optimize cabin V\VWHPV RSHUDWLRQDO HĹ&#x152;FLHQF\ DQG SHUVRQDOL]HG service. According to Wuggetzer, â&#x20AC;&#x153;In 2025, we ZLOO VHH D GLĹ&#x2030;HUHQW HQYLURQPHQW YHU\ LQWHJUDWHG merged into a seamless connected aircraft, like on the ground, which is easy to say but hard to deliver.â&#x20AC;?

â&#x20AC;&#x153;In 2025, we will see a diďŹ&#x20AC;erent environment, merged into a seamless connected aircraft.â&#x20AC;?

Ingo Wuggetzer Airbus

As for the impact of connectivity on cabin crew, â&#x20AC;&#x153;This might be even more dramatic in terms of technology,â&#x20AC;? said Wuggetzer. Crew will be able to interact with the passenger in unprecedented ways thanks to the prevalence of smart devices that will provide airlines with data on preferences ahead of time, allowing them to prepare services and smart advertisements that can create value for the

passenger and increase revenue for the airline.

Airbus will be holding customer experience workshops during APEX EXPO to assist airlines with the implementation of its Airspace concept cabin product, which, Wuggetzer says, was GHVLJQHG WR RĹ&#x2030;HU D áORYH DW Ĺ&#x160;UVW VLJKWø ZHOFRPH to passengers as they board. â&#x20AC;&#x153;Itâ&#x20AC;&#x2122;s not about solutions, but about customer needs,â&#x20AC;? he added.

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APEX Charity Spotlight: Orbis International and the Flying Eye Hospital Orbis director Amy Tan and John Courtright, director of Programs at Structural Integrity Engineering (SIE), gave an eye-opening SUHVHQWDWLRQ DERXW KRZ $3(;ĂľV RĹ&#x152;FLDO SDUWQHU charity is helping to prevent and treat blindness around the world.

Orbisâ&#x20AC;&#x2122; third-generation Flying Eye Hospital completed its inaugural mission to Shenyang in September, where a team of volunteer doctors performed sight-restoring surgeries on children and local community members. Orbis has also provided training to doctors in China, in order to help create a sustainable eye healthcare infrastructure.

The third-generation Flying Eye Hospital, which includes a 46-seat classroom, sterilization room and operating room, serves as both a hospital and a classroom, featuring 3-D technology and live broadcast capabilities so that students can

Read more about Orbis at > APEX.AERO/ORBIS

observe surgeries from the doctorâ&#x20AC;&#x2122;s point of view, in real time.

SIE is one of many APEX member companies that helped make the mission possible by providing WKH WHFKQLFDO HQJLQHHULQJ GHVLJQ FHUWLĹ&#x160;FDWLRQ DQG systems integration necessary to convert a FedEx MD-10 freighter into a fully functional medical facility. Other APEX companies involved include Carlisle Interconnect Technologies, Monogram Systems and Zodiac Aerospace. â&#x20AC;&#x153;It was unquestionably the most satisfying DLUFUDIW PRGLĹ&#x160;FDWLRQ SURMHFW 6,( KDV XQGHUWDNHQ in 35 years of business,â&#x20AC;? said Courtright. â&#x20AC;&#x153;The Orbis Flying Eye Hospital demonstrates what profound good can be created when people from such diverse areas as medicine and aerospace technology focus on a common mission of saving sight around the globe.â&#x20AC;?

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How can I work and play during my ï¬&#x201A;ight?

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Finding a Beautiful Balance Between Personal and Digital Customer Service

Industry forecasts anticipate a global annual growth of 4.8 percent in passenger traffic, thanks in part to Asia-Pacific’s mounting middle-class demographic, armed with greater disposable income. Rossen Dimitrov, senior vice-president of Customer Experience for Qatar Airways,

“Good customer service is like beauty – hard to define, but when you encounter it, you recognize it.”

Yehudit Grisaro El Al

Steven Greenway, deputy CEO of Asian low-cost carrier (LCC) alliance, U-Fly, and Yehudit Grisaro, vice-president of Customer Experience, El Al, discussed how to meet the rising expectations of a passenger base that is ever growing and increasingly diversified.

Off the start, Dimitrov and Grisaro agreed that the single greatest thing an airline can do to differentiate itself from its competition is refine its personal service. “It’s important that we invest in our people … Hardware and software can only take you so far,” says Dimitrov. “A lot of airlines are investing in technology and forgetting that what matters most is the personal touch.” Grisaro concurred, maintaining that human interactions, unlike digital points of contact, leave a lasting impression: “Good customer service is like beauty – hard to define, but when you encounter it, you recognize it.”

But Greenway insists that no matter how well trained an airline’s staff is there are just too many human variables at play. By minimizing manual interfaces and eliminating the unknown, he argued, there is room for greater consistency

across all stages of the passenger experience.

Maximizing digitization is one way that the LCC alliance’s airlines can also meet the demands of its passengers, who are for the most part 18- to 30-year-old digital natives.

Which kind of interaction is most important when it comes to #PaxEx? #APEXEXPO Personal

28%

Wireless IFE

12%

In-Seat Power

60%

Follow @theapexassoc on Twitter for final results.

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Where Does Google Fit Into the Passenger Experience?

As the modern traveler embraces connected platforms, living online and discovering the world through digital media, interactions with technology have elevated the smartphone from device to personal assistant. “It’s the one thing that people will not leave at home,” said Max Coppin, Partner Development manager, Google. $V WHFKQRORJ\ WUDQVLWLRQV IURP D PRELOH ŊUVW to a mobile-only world, Coppin pointed out that collaborative opportunities abound with Google on Android platforms: Google Flights, Google Maps, Google Trips, Google Translate. “This is all technology that’s available now,” he said. “It’s nothing that can’t be done immediately.”

According to Coppin, Google’s purpose is to answer user queries and make information

accessible – something that can easily be applied to the travel industry: How much is a ŋLJKW WR 6LQJDSRUH" :KHQ LV WKH EHVW WLPH WR PDNH D ERRNLQJ" :KHUH VKRXOG , WUDYHO QH[W" “They all really kind of go hand in hand,” said Coppin. “Mobile goes hand in hand with the traveler.” The next step is anticipating what passengers want, he said, and enabling them to act on that.

Citing content shared on social media and YouTube as top sources for travelers when deciding where to go, Coppin said, “People are discovering and experiencing how to travel, or just deciding their travel destinations, based on an increasingly online digital selection of sources.”

As for the digitization of the onboard experience, he gives the example of the Panasonic Avionics-designed Singapore Airlines Companion App, where passengers can connect their personal device to communicate their preferences to the seatback system. “It’s an infinitely easier challenge to undertake if you’re using a device that somebody’s already signed in on as their trusted source of information,” he said. More importantly, the approach circumnavigates some issues of privacy while facilitating personalization.

All in all, said Coppin, “It’s another step into a complete view of the traveler and what their plans are.”

“People are discovering and experiencing how to travel based on an increasingly online digital selection of sources.”

Max Coppin Google

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Customer Experience Strategies and Insights

â&#x20AC;&#x153;People are our brand,â&#x20AC;? said Ryanne Van Der Eijk. As senior vicepresident, Customer Experience for KLM Royal Dutch Airlines, she KHOSHG UHGHĹ&#x160;QH ./0ĂľV DSSURDFK WR FXVWRPHU VHUYLFH 7R VWDUW VKH scrapped the priority of procedures and schedules. â&#x20AC;&#x153;Everyone wants WR GLĹ&#x2030;HUHQWLDWH DQG ZHĂľUH DOO IRFXVHG RQ GLĹ&#x2030;HUHQWLDWLRQ ø %XW WR VFRUH points with the passenger, she said results come with authenticity DQG EXLOGLQJ FXVWRPHU LQWLPDF\ LQWR WKH DLUOLQHĂľV VWUDWHJ\

The Importance of Passenger Well-Being and Health /DQWDO 7H[WLOHV D FRPSDQ\ with more than 130 years of experience in manufacturing textiles for transport, swept the GXVW RĹ&#x2030; DLUOLQH XSKROVWHU\ presenting cabin textiles as more than something pretty to look at. â&#x20AC;&#x153;Functional textiles are no longer only important in sportswear. ,W LV QRZ EURXJKW LQWR WKH passenger cabin,â&#x20AC;? said Dr. 8UV 5LFNHQEDFKHU &(2 /DQWDO 7H[WLOHV )URP FXUWDLQV WR FDUSHW FDELQ textiles contribute to passenger well-being and aircraft ambience.

2QH RI WKH ODWHVW LQQRYDWLRQV LQ WKLV Ĺ&#x160;HOG LV OLJKWLQJ á/LJKW LV becoming more and more important,â&#x20AC;? Rickenbacher said. Light and technology can be woven into fabric, providing multiple ways to illuminate the cabin and passenger experience â&#x20AC;&#x201C; through fabric Ĺ&#x160;QLVKHV ZKLFK PDNH IRU HDV\ FOHDQLQJ DQG PDLQWHQDQFH DQG VHQVRUV which allow passengers and airlines to track health statistics. %XW ZKHQ LW FRPHV WR DLUFUDIW VHDWLQJ FRPIRUW LV VWLOO WKH PDLQ WDONLQJ SRLQW á&XVWRPL]DWLRQ LV NH\ ø VDLG 7KRPDV 6WHLQHU 93 /DQWDO 7H[WLOHV

Streamlining Passenger Experience Across Multiple Platforms On a panel about the airline passenger experience moderated by Ă&#x2030;ric Lauzon, manager of Multimedia Entertainment, Air Canada, the airline industry echoed a need to improve consistency across platforms and service.

Megan Worley, program manager, American Airlines, said creating D VHDPOHVV H[SHULHQFH DFURVV WKH YDULRXV LQ Ĺ&#x2039;LJKW HQWHUWDLQPHQW V\VWHPV RQ $PHULFDQ $LUOLQHVĂľ Ĺ&#x2039;HHW ZDV D FKDOOHQJH 0HDQZKLOH Piia Karhu, Finnair and Rossen Dimitrov, Qatar Airways, both SVPs in Customer Experience for their respective airlines, spotted the same challenge within service. For Qatar, challenges include ensuring that dialogue among their crewmembers was consistent on the JURXQG DQG RQ ERDUG D SUREOHP WKH DLUOLQH DLPV WR VROYH E\ Ĺ&#x2039;\LQJ WKHLU Ĺ&#x2039;LJKW DWWHQGDQWV RQ GHGLFDWHG URXWHV $QG IURP WKH DLUIUDPHUĂľV perspective, Christine De GagnĂŠ, cabin marketing manager, %RPEDUGLHU &RPPHUFLDO $LUFUDIW VDLG NHHSLQJ XS ZLWK WKH FRQVWDQW evolution of technology is an ongoing challenge.

Your Customers and Narrow Artificial Intelligence Platforms &KULV 1RHVVHO JOREDO GHVLJQ SUDFWLFH PDQDJHU 7UDYHO DQG 7UDQVSRUWDWLRQ ,%0 SUHVHQWHG LGHDV RQ DUWLĹ&#x160;FLDO LQWHOOLJHQFH DQG what he calls, agentive technology, a term that refers to robot YDFXXPV DQG GULYHUOHVV FDUV á7R SXW D ODEHO RQ LW WKHVH WKLQJV DUH DOO SHUVLVWHQW EDFNJURXQG DVVLVWDQWV ø 1RHVVHO VDLG á7KH\ GR WKH thing for you and then constantly watch for when they need to do it again.â&#x20AC;? So what does this mean for the airline industry? â&#x20AC;?User H[SHFWDWLRQ LV JRLQJ WR JR WKURXJK WKH URRI ø VDLG 1RHVVHO ,Q WKH future, there will be no excuse for dumb services. Passengers will expect their â&#x20AC;&#x153;agentsâ&#x20AC;? to know everything about them.

EXPO daily experience 21

Closed Captioning Digital Ancillary Revenue Opportunities Regulations and How It Impacts You and Obstacles :KDW DUH DLUOLQHV JHWWLQJ ULJKW DERXW PD[LPL]LQJ UHYHQXH" $QG ZKDW DUH WKH\ JHWWLQJ ZURQJ" 3DQHOLVWV 'XQFDQ -DFNVRQ SUHVLGHQW RI )OLJKWSDWK ' &\ULO -HDQ &(2 RI 3;&RP DQG ,JRU 6PLUQRÅ&#x2030; &22 RI 3UHVV5HDGHU ZHLJKHG LQ WR JLYH WKHLU WKRXJKWV RQ WKHVH TXHVWLRQV ÷3DVVHQJHUV SUHIHU QRW WR EH SXVKHG EXW WR IHHO YDOXHG ZKHQ EHLQJ DGYHUWLVHG WR ,WõV DERXW EHLQJ GRQH DW WKH ULJKW WLPH ZLWK WKH ULJKW SURSRVDO ø VDLG 3;&RPõV -HDQ 3DQHOLVWV DJUHHG WKDW GHOLYHULQJ WLPHO\ DQG UHOHYDQW FRQWHQW WKDW FRXOG DGG YDOXH IRU SDVVHQJHUV LV D VXVWDLQDEOH PRGHO IRU GULYLQJ DQFLOODU\ UHYHQXH

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Converting the Connectivity Opportunity ,QWURGXFLQJ LQ Å&#x2039;LJKW :L )L wonâ&#x20AC;&#x2122;t stop passengers IURP FRQQHFWLQJ WR WKH LQIRUPDWLRQ EUDQGV WKH\ XVH RQ D GDLO\ EDVLV VD\V Spafaxâ&#x20AC;&#x2122;s VP, Entertainment, +HQU\ *XPPHU )RU KLP WKH TXHVWLRQ LV :KDW FDQ DLUOLQHV GR WR DGG YDOXH ZKHQ RÅ&#x2030;HULQJ D JDWH ZD\ WR WKH ,QWHUQHW" +LV VROXWLRQ LV WR SDUWQHU ZLWK IDPLOLDU PHGLD EUDQGV WKDW SDVVHQJHUV XVH ÷&RPELQH DQ XQGHUVWDQGLQJ DERXW \RXU DXGLHQFH DQG QHHGV ZLWK D EUDQGõV XQGHUVWDQGLQJ DQG FRPH XS ZLWK QHZ KLJKO\ UHOHYDQW H[SHULHQFHV XVLQJ DQ LQ Å&#x2039;LJKW FRQQHFWHG VHUYLFH ø KH VDLG

Providing Real-Time Customer Care at 35,000 Feet 6FRWW &DUPLFKDHO *RJRõV VHQLRU PDQDJHU IRU 6RFLDO 0HGLD DQG &RQWHQW SUHVHQWHG RQ KRZ WKH LQ Å&#x2039;LJKW FRQQHFWLYLW\ SURYLGHU XVHV VRFLDO PHGLD WR UHVSRQG WR FXVWRPHU FDUH LQ OHVV WKDQ PLQXWHV ò ZLWK SDVVHQJHUV DW IHHW ÷6RFLDO PHGLD KDV KXJH DPSOLÅ&#x160;FDWLRQ LI VRPHRQH LV DQJU\ HYHU\RQH LV JRLQJ WR VHH LW %XW LI \RX GR D JRRG MRE WKH DPSOLÅ&#x160;FDWLRQ LV DOVR JRLQJ WR EH KXJH ø VDLG &DUPLFKDHO ÷$LUOLQH FXVWRPHU FDUH LV OLNH PH RSHQLQJ D UHVWDXUDQW LQ \RXU OLYLQJ URRP ,I \RX GR LW ULJKW WKH UHVXOWV DUH SKHQRPHQDO $ FXVWRPHU ZLOO WUXVW \RX ø 22 EXPO daily experience

Visit us at Booth 1249

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all airlines to look create travelWWW.DIGECOR.COM experiences It’senabling time to take a closer at extraordinary digEcor

New Guidelines for Personal Electronic Devices On Board The European Organization for Civil Aviation Equipment (EUROCAE) and Radio Technical Commission for Aeronautics (RTCA) founded a joint working group to develop new and adapted guidelines for the use of personal electronic devices (PEDs) on board. Stephan Schulte, strategy manager for Lufthansa Group, summarized the content of the 200-page document, slated for release in late 2016 to early 2017, which outlines the qualifications of PED-tolerant and HIRFqualified aircraft. According to Schulte, current guidelines, developed 10 years ago, are costly for on-aircraft testing, messy and fail to take into account the introduction of new devices, changes in user habits and the fact that PEDs have grown in significance.

Leveraging Quickly Evolving Technologies to Direct PaxEx Solutions Mark Scwhartz, president of Design Consultancy Practice, for Telefonix PDT, discussed how to leverage quickly evolving technologies by being a “fast follower,” instructing airlines to let the consumer giants take the risk, and to wait until a completely vetted, aircraft-ready solution is available.

“When it comes to software user interfaces, move quickly, but when it comes to hardware, press pause.”

Mark Schwartz, Telefonix PDT 24 EXPO daily experience

Emerging Technologies: Artificial Intelligence Yves Bergquist, project director, Data and Analytics, Entertainment Technology Center at the University of Southern California shares findings from one of the industry’s most innovative think tanks.

“Think about a world where every operational process, or most operational processes, can be outsourced to an AI that can do it way better than humans …

That’s the biggest promise of AI” Yves Bergquist University of Southern California

How the Internet of Things Will Give Rise to Connected Aviation

The aviation industry’s foray into the Internet of Things (IoT) means that multiple devices can organize themselves, on the ground and in the air, to improve the passenger experience and relieve stress points across the journey. Loren Bolstridge, manager of Cabin Avionics Engineering for Delta Air Lines, Stephen Call, connectivity manager for Boeing, and TJ Horsager, product manager for Gogo, discussed what IoT can do for stakeholders in the aviation industry. “From an airline perspective, what we really need to try and get at with the IoT is to know what is really going on, know what the passenger experience is, know what a healthy aircraft is,” said Bolstridge. But IoT isn’t just about ensuring that electronic devices work seamlessly together: “How do we make sure [OEMS, suppliers and airlines] are on the same page?”

Call asked. Panelists agreed that stakeholders should be open to collaboration to maximize benefits from the IoT.

IATA’s New Distribution Capability to Improve Airline Retail

In the ever-growing, multifaceted digital retail landscape, IATA’s New Distribution Capability (NDC) data standard promises to “level the playing field” between airlines and travel service providers, giving hopeful travelers a comprehensive listing of airfares and ancillary services, regardless of platform.

The aim of NDC is to allow airlines to retail their entire product portfolio in a consistent manner across all channels, with the capability to bring new products to the market more efficiently, and boost ancillary revenues. For consumers, a more transparent retail experience and the ability to price-compare across airline offerings will make shopping more convenient.

“One of the strengths of NDC is that it’s a standard that’s very robust,” says Marius Dogeanu, NDC implementation manager, IATA. Twenty-seven major airlines are now NDC-certified, and an additional 86 airlines plan to adopt the standard. Most recently, Finnair announced at last week’s IATA World Passenger Symposium its plans to go live with Skyscanner in early 2017.

In the week preceding IATA’s conference, more than 100 developers worked for 28 hours straight at an NDC Hackathon event, where using IATA’s NDC API, they created business travel features and apps.

Dogeanu also introduced IATA’s NDC-related “One Order” initiative, with the goal to replace the current multiple and rigid booking, ticketing, delivery and accounting processes with a single referenced passenger travel document.

Future Travel Experience’s Onboard Connectivity 2025 Think Tank The year 2025 is less than a decade away, and Future Travel Experience’s (F TE) Onboard Connectivity Think Tank shared its gaze into the crystal ball. Based on consultation with industry leaders, the report predicts that 80 percent of all aircraft will be connectivity-enabled by 2025, and all new aircraft will be delivered with connectivity already installed.

Connection speeds of 100 Mbps will be the norm, and the cost of moving data will drop incrementally from current rates.

“We need to carefully plan and strategize how we collect and share our data,” said Dante Dionne, senior IT manager, Innovation Technology Development Center, Korean Air. New operational, crew empowerment, and passenger personalization opportunities may all be developed as airlines access the potential of the connected aircraft and big data.

To take advantage of this new world of connectivity, the report recommends that a central, shared repository of the huge volumes of operational data would benefit the industry. Another recommendation is for airlines and suppliers to work together to develop a personalization super-app, which will be the cornerstone for an enhanced passenger experience.

“Airlines are looking at their customer base as something that can’t be shared. But we as an industry need to look at the passenger experience from an end-to-end perspective,” added Joe Leader, CEO APEX.

Read more at > APEX.AERO/NDC EXPO daily experience 25

Update From the APEX Board This yearâ&#x20AC;&#x2122;s Annual General Meeting began with an introduction from APEX President, Brian Richardson, who reviewed the associationâ&#x20AC;&#x2122;s strategic objectives. Richardson extended his personal thanks to outgoing board members, Virgin Americaâ&#x20AC;&#x2122;s Alfy Veretto and Qantas Airwaysâ&#x20AC;&#x2122; Jo Boundy, and welcomed new members: Juha Järvinen, Finnair, and Ryanne Van Der Eijk, KLM.

upcoming events

Boeingâ&#x20AC;&#x2122;s Kevin Bremer highlighted the increase in participation of airline speakers at APEXâ&#x20AC;&#x2122;s 2016 events and the committeeâ&#x20AC;&#x2122;s plans to enhance value by increasing audience engagement at future events.

REGIONAL CONFERENCES: Two regional conferences are scheduled for 2017: Shanghai in the spring and Dubai in the fall.

spafaxâ&#x20AC;&#x2122;s Maura Chacko presented the current membership numbers â&#x20AC;&#x201C; 80 airlines, 315 vendors, 1 lessor â&#x20AC;&#x201C; and thanked members for completing the Member Needs Survey, the results of which will be consolidated and shared.

apex awards season

> APEX AWARDS: The introduction of eight categories for the APEX Awards was met with enthusiasm, with more than 100 nominations received and more than 40 volunteers to judge. > CEO LIFETIME ACHIEVEMENT AWARD: ,QWURGXFHG IRU WKH Ĺ&#x160;UVW WLPH WKLV \HDU WKH DZDUG LV bestowed upon an airline CEO that has advanced the passenger experience beyond their own airline. The award can only be given once, and is reserved for CEOs at the pinnacle of their career.

APEX MultiMedia Market 2017: Taking place April 24-26 in Berlin next year, registration is now open for the event and promotion has already been introduced to airlines.

APEX TECH 2017: Back in typical rotation, two APEX TECH events are scheduled for next year.

26 EXPO daily experience

> Dominic Green secretary

> Joan Filippini treasurer

> Linda Celestino immediate past president

> Kevin Bremer

> Maura Chacko

> Michael Childers

> Juha Järvinen

> Ryan Van Der Eijk

American Airlines

Air Canada

Paramount Pictures

Boeing

Etihad Airways

APEX EXPO 2017: Landing in Long Beach, California, September 25-28, next yearâ&#x20AC;&#x2122;s EXPO will colocate once again with Aircraft Interiors Americas and IFSA.

ceo update

APEX CEO Joe Leader reviewed his contributions over the past year, which included 20 speaking engagements by APEX members and increasing membership to include 80 airlines. In response to feedback from members in attendance, Leader committed to improving communication by sending monthly updates to members.

> APEX HEART AWARDS: The Heart Awards are WKH Ĺ&#x160;UVW LQ WKH LQGXVWU\ WR UHFRJQL]H LQGLYLGXDOV in the industry who go beyond the call of duty to elevate the passenger experience. More than 20 Hearts have been awarded to date. > OTHER COOL AWARDS: Two entrants were awarded with the Newcomer Award last night, however no Honorary Awards were distributed. Stay tuned for the results of the Cool Award on Thursday.

> Ă&#x2030;ric Lauzon vice president

Inflight Dublin

education committee

membership committee

> Brian Richardson president

Spafax

Finnair

Find more updates at > APEX.AERO/AGM2016

> Ingo Wuggetzer Airbus

Lufthansa Systems

KLM Royal Dutch Airlines

WB NON-THEATRICAL SALES wbnts.warnerbros.com

ŗ JEFF CRAWFORD jeff.crawford@warnerbros.com

ŗ ANGELICA MCCOY angelica.mccoy@warnerbros.com

© 2016 Warner Bros. Pictures.

All rights reserved.

Introducing the 2016 APEX Awards Winners Host of the APEX Awards ceremony, E! News Asiaâ&#x20AC;&#x2122;s Dom Lau, prepared the FURZG IRU WDNHRĹ&#x17D; WHOOLQJ WKH DXGLHQFH WR ORFN WKHLU WUD\ WDEOHV DQG EXFNOH WKHLU VHDW EHOWV DV KH started the show.

The 2016 APEX Awards winners are: Best Video Curation Air Canada Air Canada enRoute Inflight Entertainment 2Ĺ&#x2030;HUHG IUHH RI FKDUJH $LU &DQDGD HQ5RXWH ,QĹ&#x2039;LJKW (QWHUWDLQPHQW IHDWXUHV D UDQJH RI FRQWHQW DYDLODEOH WKURXJK VHDWEDFN RQ LWV OHJDF\ FDUULHU DQG ZLUHOHVV VWUHDPLQJ RQ LWV VXEVLGLDU\ $LU &DQDGD URXJH 7KH Ĺ&#x2039;DJ FDUULHU VKRZFDVHV QDWLRQDO FRQWHQW ZLWK WKUHH &DQDGLDQ UHOHDVHV HDFK PRQWK DQG WKH $LU &DQDGD HQ5RXWH )LOP )HVWLYDO ZKLFK FXOWLYDWHV KRPHJURZQ FLQHPDWLF WDOHQW )RU LQWHUQDWLRQDO FOLHQWHOH +ROO\ZRRG KLWV DQG ZRUOG WLWOHV DUH VWRFNHG PRQWKO\

Best Original Audio APEX CEO Lifetime Achievement Award Goh Choon Phong, Singapore Airlines

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Best Original Video APEX Newcomer Award

Etihad Airways â&#x20AC;&#x153;Reimagineâ&#x20AC;? - the Virtual Reality Film

Immfly and SkyLights

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APEX Cool Award Make sure you turn in your ballots by 5 p.m., Wednesday, October 26, for your vote to count.

28 EXPO daily experience

Best Passenger Comfort Innovation Singapore Airlines Next-generation business class on A350 aircraft

Best Cabin Innovation

Developed in partnership with JPA Design, Singapore Airlinesâ&#x20AC;&#x2122; A350 Next-Generation Business Class was designed to leave passengers with the feeling of being cradled. At 28 inches, the seat width is 50 percent wider than most in its class. The increased recline allows multiple seating positions from upright WR OLH Å&#x2039;DW EHG ZKLFK IROGV RXW WR LQFKHV LQ OHQJWK â&#x20AC;&#x201C; nearly that of a double bed.

STG Aerospace safT-glo Blue

Best In-Flight Entertainment Innovation

67* $HURVSDFHõV EOXH JORZLQJ Å&#x2039;RRU SDWK PDUNLQJ system is a breakthrough for cabin ambience and emergency egress lighting. Introducing a new color option for safety lighting was no small feat: Apart from the technical work required, the new color also had to meet regulatory compliance standards.

7KH VROXWLRQ FDOOHG VDI7JOR EOX LV WKH ZRUOGõV Å&#x160;UVW aviation photoluminescent that glows naturally blue.

Air New Zealand In-flight entertainment experience $LU 1HZ =HDODQGõV Å&#x2039;HHW ZLGH LQ Å&#x2039;LJKW HQWHUWDLQPHQW service, created in partnership with Panasonic Avionics, streamlines passenger experience and airline operations. In addition to its intuitive GUI, e-commerce apps and chat functionality, LPSURYHPHQWV KDYH DOVR EHHQ PDGH RÅ&#x2030; VFUHHQ :LWK HQKDQFHG LQWHUDFWLYH FRQÅ&#x160;JXUDWLRQ WRROV WKH FDUULHU can easily curate, adjust and upload content.

Best In-Flight Connectivity Innovation Reaktor Finnairâ&#x20AC;&#x2122;s Nordic Sky Wi-Fi Portal

Best Personalization Innovation Air New Zealand For delivering personalization to Airpoints customers When Boeingâ&#x20AC;&#x2122;s Panasonic eX3-equipped Dreamliners HQWHUHG $LU 1HZ =HDODQGõV Å&#x2039;HHW WKH DLUOLQH VHL]HG WKH chance to personalize engagement with its Airpoints customers. More than 200,000 Airpoints passengers have been welcomed by name on seatback screen.

Additional features include the ability to make purchases with Airpoints, save playlists, favorites and WDLORUHG VHWWLQJV RYHU PXOWLSOH Å&#x2039;LJKWV ò DOO VXSSRUWHG without connectivity.

$YDLODEOH RQ )LQQDLUõV $LUEXV $ Å&#x2039;HHW WKH 1RUGLF Sky Wi-Fi portal, developed by Helsinki-based digital agency Reaktor, not only connects passengers to ZLUHOHVV ,QWHUQHW EXW DOVR WR D KXJH UDQJH RI LQ Å&#x2039;LJKW VHUYLFHV 'XULQJ Å&#x2039;LJKWV SDVVHQJHUV FDQ DFFHVV Finnairâ&#x20AC;&#x2122;s Blue Wings magazine in digital form, news, destination information, taxi and hotel booking services, online shopping and the airlineâ&#x20AC;&#x2122;s online services, free of charge.

Read more about the award winners at > APEX.AERO/ AWARDS2016 EXPO daily experience 29

30 EXPO daily experience

PHOTO: GETTY IMAGES

“It is a privilege to receive this award from APEX. This is an award for all of the people at Singapore Airlines.”

Goh Choon Phong

Selected by the APEX Board of Directors, Goh Choon Phong is the first-ever recipient of the APEX CEO Lifetime Achievement Award

Goh Choon Phong Singapore Airlines Goh Choon Phong chose Singapore Airlines over an DFDGHPLF FDUHHU LQ DUWLŏFLDO intelligence – using his own smarts to lead the legacy carrier, known for premium service and product, into an era where low-cost reigns.

5HDG WKH IXOO SURŊOH RQOLQH DW > APEX.AERO/ GOHCHOONPHONG

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BOOTH 1634

Open for Business: Inmarsat Doubles Down With Augmented Booth

Inmarsat, a global leader in mobile satellite communications, has upped its presence at APEX EXPO 2016 with a second booth thatâ&#x20AC;&#x2122;s focused RQ LQ Ĺ&#x2039;LJKW FRQQHFWLYLW\ á:HĂľYH FRPH WR $3(; (;32 WR UHDOO\ PDNH D VWDWHPHQW DERXW ,QPDUVDW $YLDWLRQ DQG VD\ Ă´:HĂľUH RSHQ IRU EXVLQHVV þø VD\V Dominic Walters, senior director, Marketing, &RPPXQLFDWLRQV DQG 6WUDWHJ\ á2XU VHFRQG ERRWK is about the connected aircraft, and bringing SRVVLELOLWLHV WR OLJKW ø 9LVLWRUV WR WKH ERRWK ZLOO EH LQYLWHG RQ D áĹ&#x2039;LJKW WR %DUFHORQD ø JLYHQ DQ L3DG DQG ZLOO VWHS LQVLGH RI D UHSUHVHQWDWLRQ RI DQ DLUFUDIW FDELQ DQG FRFNSLW 8VLQJ DXJPHQWHG UHDOLW\ YLVLWRUV EHFRPH SDVVHQJHUV DQG H[SHULHQFH VWRULHV UHODWHG WR KRZ WKH LQ Ĺ&#x2039;LJKW MRXUQH\ FDQ EH HQULFKHG ZLWK FRQQHFWLYLW\ 32 EXPO daily experience

á:HĂľUH WDONLQJ DERXW WKH EHQHĹ&#x160;WV RI WKH WHFKQRORJ\ DQG ZHĂ´UH VKRZLQJ WKH SRWHQWLDO UHDOLW\ RI WKH SDVVHQJHU H[SHULHQFH ø VD\V :DOWHUV á, WKLQN LWĂľV UHDOO\ FULWLFDO WKDW DV D EXVLQHVV ZH XQGHUVWDQG ZKHUH LWĂľV JRLQJ :HĂľUH UHDG\ IRU LW DQG ZHĂľUH LQYHVWLQJ LQ WKDW IXWXUH ø Inmarsat started the show with an announcement that it will partner with +RQH\ZHOO $HURVSDFH WR GHOLYHU LWV QHZ 6ZLIW%URDGEDQGò6DIHW\ VHUYLFH WR DLUOLQHV DQG EXVLQHVV DLUFUDIW RSHUDWRUV 7KH QHZ VHUYLFH SURYLGHV VHFXUH EURDGEDQG ,3 EDVHG LQ Ĺ&#x2039;LJKW FRQQHFWLYLW\ DOORZLQJ IRU WKH WZR ZD\ GDWD Ĺ&#x2039;RZ RI FRFNSLW DQG RSHUDWLRQDO GDWD ,QPDUVDW KDV also signed a pre-agreement to appoint Satcom Direct (SD) as a global distribution partner for 6ZLIW%URDGEDQGò6DIHW\

Inmarsatâ&#x20AC;&#x2122;s President, $YLDWLRQ RQ *OREDO ;SUHVV > APEX.AERO/APEXDIRECT

â&#x20AC;&#x153;Weâ&#x20AC;&#x2122;ve come to APEX EXPO 2016 to really make a statement about Inmarsat Aviation.â&#x20AC;?

Dominic Walters Inmarsat

BOOTH 434

Panasonic Avionicsâ&#x20AC;&#x2122; eX3 and eXConnect IFEC Solutions Extend Roots in APAC

BOOTH 1543

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Walk-On In-Flight Entertainment Creates Inroads for Low-Cost Carriers

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$UFRQLFV KDV HQKDQFHG LWV DSS VXLWH WR RĹ&#x17D;HU further integration between its wIFE and cabin management apps on its software platform, across all devices.

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Display Interactiveâ&#x20AC;&#x2122;s UGO platform was selected by the Czech Republicâ&#x20AC;&#x2122;s largest airline, Travel Service, for installation across LWV % 0$; Ĺ?HHW VXSSRUWHG ZLWK KDUGZDUH from Donica. Corsair has also selected UGO IRU LQVWDOODWLRQ DFURVV LWV Ĺ?HHW BOOTH 1115

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Lufthansa Systems will present new modules for its BoardConnect platform, including virtual sound and a new moving map. The company has also added Turner ,QĹ?LJKW 6ROXWLRQV DQG (SWHFD H FRPPHUFH specialists, to its partner network.

EXPO daily experience 37

BOOTH 525

Rockwell Collins and B/E Aerospace Come Together Aerospace supplier Rockwell Collins is set to acquire B/E Aerospace in a massive deal worth $6.4 billion.

Known for its “nose-to-tail” approach to aircraft systems integration, the acquisition of B/E Aerospace will broaden Rockwell Collins’ avionics and in-flight entertainment product portfolio to include aircraft seating, galleys and other cabin interior fittings.

“This transformational acquisition is consistent with our strategy to accelerate growth and build value through market-leading positions in cockpit and cabin solutions,” said Kelly Ortberg, chairman, president and chief executive officer of Rockwell Collins, in a press release. “We see tremendous opportunity to better serve our commercial aviation, business jet and military customers through broader offerings.”

“I’m excited to welcome B/E Aerospace’s talented employees and bring together two industry leaders with

complementary capabilities and strong reputations for innovation, quality and delivering sustained customer value,” added B/E Aerospace founder and chairman, Amin Khoury.

The combined company will have almost 30,000 employees, and an anticipated $8.1 billion in revenue.

The new Rockwell Collins interior systems division will be headed by Werner Lieberherr, chief executive officer of B/E Aerospace.

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BBC World News is available wherever you travel.

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ZODIAC INFLIGHT INNOVATIONS ZODIAC CABIN Connected Cabin Division

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Kontron Expands Operations Equipment Portfolio Well-known for its work with onboard embedded computing and connectivity, Kontron has recently introduced new equipment that will enhance DLUOLQHVĂľ LQ Ĺ&#x2039;LJKW RSHUDWLRQV ,QWURGXFHG WRGD\ Kontronâ&#x20AC;&#x2122;s new Ace Flight 4608 is an advanced performance 8-core onboard server thatâ&#x20AC;&#x2122;s designed to meet sophisticated communication application requirements, both operationally and IRU LQ Ĺ&#x2039;LJKW HQWHUWDLQPHQW V\VWHPV â&#x20AC;&#x153;Kontron takes advantage of consumer technology, and we adapt those to onboard servers to provide increased amounts of storage,â&#x20AC;? says Andy Mason, VP system and program PDQDJHPHQW á:KHQ .RQWURQ Ĺ&#x160;UVW ODXQFKHG RXU airborne server line, about six or seven years ago, a very large solid-state drive (SSD) at that time was 160GB. Well, the latest roadmaps are showing that weâ&#x20AC;&#x2122;ll be seeing 7TB SSDs.â&#x20AC;?

The company has also received the US Federal Aviation Administrationâ&#x20AC;&#x2122;s Parts Manufacturer Approval Supplement for its Cab-n-Connect A100 cabin wireless access point (CWAP) Wi-Fi system. With state-ofthe-art enterprise-level security, the A100 CWAP supports multiple data streams and next-generation high-definition video, and is

now certified for multiple Airbus, Boeing and Embraer aircraft. â&#x20AC;&#x153;Kontron specializes in cabin systems, but we are also now becoming more involved in higher levels of safety and security certifications that allow us to build systems to support the maintenance and operations of the aircraft,â&#x20AC;? Mason says.

CONNECTING YOUR PASSENGERS IFPL.COM INNOVATE

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IFPL.COM E:innovate@if pl.com T:44(0)1983 555900

Out in Full Bloom at the Orchid Ballroom Despite the Singaporean rain that kept festivites indoors, APEX EXPO attendees were out in full force to mix and mingle with colleagues ahead of the show. The opening reception was held at Marina Bay Sands’ Orchid Ballroom and was sponsored by Cinesky.

“APEX EXPO is the one place where you can be pretty sure you’ll see everyone.”

Mary Rogozinski SmartSky Networks

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Get Social at #APEXEXPO Poll of the Day What do you think will be the biggest topics at #APEXEXPO this year? #IFC #IFE #AI #PaxEx #AvGeek The Connected Aircraft

71%

Wireless IFE

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“If you’re going to engage on social media, you must do it all the way; cannot be a little bit pregnant.” @Gogo’s @itsmescotty. #PaxEx #APEXEXPO @WandrMe

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A REVENUE SHARE WITH AIRLINES

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APEX Experience Magazine Cover Contest

How many people can you find wearing APEX Hearts on the latest cover of APEX Experience magazine?

Tweet your best guess to @theapexassoc using the hashtag #APEXEXPO for a chance to win a Carry On Cocktail Kit. 7KH $3(; +HDUW $ZDUGV DUH WKH ŊUVW LQ WKH LQGXVWU\ WR UHFRJQL]H HYHU\GD\ DLUOLQH KHURHV ZKR ŋ\ XQGHU WKH UDGDU Learn more at apex.aero/apex-heart-awards

46 EXPO daily experience

APEX EXPO Media Team

Al St. Germain > publisher

Katie Sehl > editor

al.stgermain@spafax.com

katie.sehl@spafax.com

Kristina Velan > digital editor

Steve O’Connor > sales director

kristina.velan@spafax.com

steve.oconnor@spafax.com

Nicolas Venturelli > art director

Adrian Chew > graphic designer

Caroline Ku > copy writer

Ari Magnusson > digital content strategist

Valerie Silva > digital copy editor

Howard Slutsken > contributor

Joanna Forbes > ad production Coordinator

Mary Shaw > ad production manager

Ella Ponomarov > research assistant

Amanda Dunbar > production assistant

Lim Kok Wee > photographer

Low Kian Tiong > Assistant Photographer

One of 40 million secure connections we make every day.

To her, it’s everything.

Over 14,000 commercial aircraft rely on Rockwell Collins to stay connected, ensuring safe and efficient operations. Imagine what we can do for your passengers – engaging, entertaining and empowering them – even beyond the cabin. Because when you connect them to their world, they connect with yours.

Visit us at APEX EXPO, stand 525. rockwellcollins.com © 2016 Rockwell Collins. All rights reserved.

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