APEX EXPO Daily Experience 2019 Day 1

Los Angeles | September 10, 2019

#APEXEXPO | APEX.AERO | @THEAPEXASSOC | APEX.AERO/NEWSLETTER

Last Night’s Award Winners Read more on page 38

Pitch Isn’t Perfect, Spirit Says

Bluetooth Audio Is All the RAVE

More Airlines Commit to Sustainability

Inmarsat Releases Final Part of IFC Study

Read more on page 19

Read more on page 24

Read more on page 34

Read more on page 26

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2019–2020 APEX/IFSA Board of Governors Airline executives from around the world met yesterday in Los Angeles to discuss the most pressing topics for the air travel industry, including the new priorities for both APEX and IFSA. Action-points and updates on how to improve on sustainability and biometrics will be shared with the members of both associations over the course of the year.

The APEX Board of Governors with APEX/IFSA CEO Joe Leader (center)

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Ted Christie, Spirit Airlines

Joanna Geraghty, JetBlue

Ed Bastian, Delta Air Lines

Claudia Sender, LATAM Brasil

Christine OurmièresWidener, formerly of Flybe

Zhao Dong, Xiamen Airlines

Shai Weiss, Virgin Atlantic

Alex Wilcox, JSX

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Delta CEO Ed Bastian Says PaxEx Investment Pays Dividend allows them to bypass security by replacing ID documents with biometric iris and fingerprint recognition. “People who now go through CLEAR say, ‘Wow, this is what travel used to be like.’”

Bastian also highlighted Delta’s drive toward environmental sustainability. He said each new aircraft the airline takes has a 25 percent lower carbon footprint compared to the ones they replace.

Because commercial air travel is becoming more democratized, Bastian said people who sit in Delta’s economy class are “just as important as the ones who sit in the lie-flat seats in our Delta One Suites.”

In the context of investment, he said this is important because 50 percent of Delta’s revenue comes from its Main Cabin.

Starting in November, all economyclass passengers on international flights longer than six hours will receive mix-andmatch meal options, welcome cocktails and a hot towel service during the flight.

“We realized that we needed to put more investment into our long-haul economyclass experience,” Bastian said.

Ed Bastian, Delta CEO

Fourteen years ago this month, Delta Air Lines filed for bankruptcy. Fast forward to 2019 and it is the world’s largest airline, when measured by revenue, according to Q2 results. The Atlanta-based carrier’s CEO, Ed Bastian, said this was achieved through investments, not cuts. “We’ve been very focused on what we can do to segment. We knew we could never

compete on price alone, so we had to distinguish ourselves,” Bastian said in a conversation with APEX/IFSA CEO Dr. Joe Leader. “Our reputation is built on a foundation of reliability.”

One way that Delta has improved its passenger experience, Bastian said, is through biometrics. The airline’s customers can enroll in CLEAR, which

“We knew we could never compete on price alone, so we had to distinguish ourselves.”

ED BASTIAN, DELTA CEO

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JetBlue Seeks to Make Travel Less Stressful With Biometrics 221032 Inmarsat Banner Ads 18x177_Safety & Operations Client: Inmarsat

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These days, biometric data is used for ID biometric solutions. “If we can create an Passengers have overwhelmingly checks and international flight boarding. environment where you can walk right participated in the biometric check-in In the near future, it could redefine the through check-in to security to the gate option so far, but it is unclear if this airport experience JetBlue president and A/W – that the This experience.” is because they are keen to be part of VERY IMPORTANT FOR ifREPRO: Please check filescan for revolutionize correct trapping. is your responsibility.

COO Joanna Geraghty gets her way. In a But it is not just about getting through the new system or because they didn’t wide-ranging keynote interview, Geraghty those government-mandated checkpoints. know what it involved. There are also offered details on what that could look “Our focus has been on extending the challenges associated with implementing like for JetBlue and its passengers. biometric solution to the entire traveling the process for domestic travel because Citing that travel-related stress public, so you don’t have to pay money to the photo-match databases are not as affects 90 percent of passengers at the be part of the program,” she added. comprehensive. Geraghty suggested that airport, Geraghty said she wants to Geraghty also acknowledged the privacy JetBlue aims to address that problem, smooth out that part of the journey with challenges associated with the systems. though no further details were offered.

“Our focus has been on extending the biometric solution to the entire traveling public, so you don’t have to pay money to be part of the program.”

JOANNA GERAGHTY, PRESIDENT AND COO, JETBLUE

Joanna Geraghty, president and COO, JetBlue

Regarding the planned London service from New York City and Boston, Geraghty said the airline is still targeting for a launch date in Q1 2021. She repeated the carrier’s position regarding difficulty gaining access to congested airports, including Heathrow, saying that the slots are “extremely expensive and that’s not something we’re willing to pay.” Gatwick, Luton and Stansted airports are also options for the company. “The JetBlue experience will work well – in different ways – at all those airports,” she added.

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Virgin Atlantic Is Looking for Love in All the Right Places 221032 Inmarsat Banner Ads 18x177_Passenger Client: Inmarsat

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Although Virgin Atlantic is introducing a fleet of Airbus A350s with an inaugural Shai Weiss, from London to Newcheck A/W files VERYflight IMPORTANT FOR Heathrow REPRO: Please for correct trapping. This is your responsibility.

CEO, York’s John F. Kennedy International Virgin Atlantic Airport, and has long-term ambitions to double in size to become the second flag carrier of the UK, what its CEO Shai Weiss really wanted to talk about yesterday morning was love.

Currently in year one of a high-flying three-year strategy called Velocity, Weiss said the carrier is now focusing on transforming its passenger experience by focusing on that warm and fuzzy feeling.

“We can talk about planes and biometrics, but if you look at our customer satisfaction scores … it’s all about heart … the thing that really differentiates us is our special touch,” said Weiss.

Noting that the culture and ecosystem of a company is something you simply can’t fake – especially in today’s increasingly tech-savvy world – Weiss said he hopes to leverage Virgin Atlantic’s classic reputation as a sexy and savvy carrier in the skies into something even grander by infusing that philosophy with warmth.

“We’re transforming where we are going … removing the seams and using data and insights to get to an understanding of our customers throughout their journey,” said Weiss.

At the end of the day, Virgin Atlantic is “We can talk about planes and biometrics, all about energy, noted Weiss, adding that harnessing that positive energy, through a but if you look at our customer continued focus on diversity, sustainability satisfaction scores … it’s all about heart. and above all else, love, is crucial in differentiating itself moving forward.

The thing that really differentiates us is

our special touch.”

SHAI WEISS, CEO, VIRGIN ATLANTIC

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Why Jetsetters “Hop” to Fly With Semi-Private JSX JSX as the launch airline for SmartSky Networks’ high-speed air-to-ground connectivity solution.

JSX’s US West Coast network includes Seattle, the Bay Area, LA Basin, Las Vegas, Phoenix and seasonal and pop-up destinations.

“Our background is as a private jet company, and we saw for many years people paying us to fly at the exact same times as our major airline competitors and paying us 20 times more. Why is that? It was about saving time,” said Wilcox.

JSX operates from private jet terminals, giving its passengers the luxury of being able to show up just 15 minutes before a flight. The security process is simplified with non-invasive screening technology.

“When passengers show up an hour or two before the flight, we’ve asked, ‘What are you doing here? Go out, enjoy some lunch, come back and we’ll take you to Vegas,’” said Wilcox.

Alex Wilcox, co-founder and CEO, JetSuite and JSX

JSX is the fastest growing airline in North America, flying 2,400 flights per month compared to 1,000 flights per month a year ago. “By this time next year, we’ll be flying 4,000 flights per month,” said Alex Wilcox, co-founder and CEO of the airline.

The “hop-on” regional jet service that launched in 2016 as JetSuiteX rebranded as JSX last month. Just 30 passengers

enjoy a private aircraft-style experience on JSX’s fleet of Embraer 135s, with business-class legroom, free snacks and drinks and two free bags.

To make the aircraft feel more like a corporate jet, “we’ve taken out the overhead bins, which incredibly speeds up the process of boarding,” said Wilcox.

In-flight Wi-Fi will be added in 2020, with

“We saw for many years people paying us to fly at the exact same times as our major airline competitors and paying us 20 times more. Why is that? It was about saving time.”

ALEX WILCOX, CO-FOUNDER AND CEO, JETSUITE AND JSX

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Generation Z will be the airline industry’s largest customer base within the next decade, meaning getting on board with the digital revolution is vital.

Today we know that 12% of less engaged passengers will switch to an airline that offers reliable Wi-Fi, opening up a potential $33 billion market for digitally prepared airlines to take from their competitors.

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Discover the commercial possibilities at inmarsataviation.com/skyhigh3

Star Alliance Connects Airline Members With Biometrics 221032 Inmarsat Banner Ads 18x177_Passenger Client: Inmarsat

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The Star Alliance group serves over 800 and frequent flyer app to create a more “We should be able million passengers per year, with many seamless travel experience. “NEC has the to educate, to bring connecting between the 27 check A/W experience and thetrapping. credentials in building VERYtravelers IMPORTANT FOR REPRO: Please files for correct This is your responsibility. partner airlines. “Our mantra is quite biometrics platforms,” said Goh. more awareness simple: We want to make sure the passenger Recognizing the critical importance of to the benefits of connects, and in fact, connects quite well,” ensuring that the control of biometric data said Jeffrey Goh, CEO, Star Alliance. remains with the individual, Goh said that loading and using Focusing on the potential of passenger passengers would need to provide consent biometric data.” biometric data interchange between its for the use of their personal data at specific airlines, Star Alliance has partnered with biometric touchpoints, such as check-in JEFFREY GOH, CEO, STAR ALLIANCE NEC Corporation to develop a platform and boarding.

Jeffrey Goh, CEO, Star Alliance

“Our strategy is for a traveler to be able to enroll his or her biometric data once, and then use it multiple times in multiple places,” said Goh. “But I think we shouldn’t make the mistake to think this is just a walk in the park. We recognize the challenges. We should be able to educate, to bring more awareness to the benefits of loading and using biometric data.”

A Star Alliance airport hub is expected to launch the new solution early next year. “We’ve had a lot of interest not just from airports, but also from duty-free companies, to cut out the step of having to show your boarding pass when making a purchase,” said Goh. He also spoke about the challenges of crediting passengers’ frequent flyer points between Star Alliance partner airlines, referring to a new online process that streamlines the handling of missing points. “In four seconds, the points will be credited to your account.”

Goh also acknowledged the association’s efforts to create a seamless passenger experience: “Together with APEX, we will be able to push the boundaries of innovation. It’s a tremendous opportunity, even groundbreaking, for the customer experience.”

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Content

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Design

inflightdublin.com | mail@inflightdublin.com Images from: Men in Black: International, A Dog’s Way Home, Ghostbusters (2016), Spider-Man: Into the Spider-Verse: ©2019 CTMG. All Rights Reserved. MARVEL and all related character names: © & ™ 2019 MARVEL. Images from The Tomorrow Man: ©2019 Meridian Entertainment (Tomorrow Man), LLC. All Rights Reserved. Images from All Is True: ©2018 TKBC Limited. All Rights Reserved.

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Spirit Airlines CEO Unveils Two Seating Products During Keynote 221032 Inmarsat Banner Ads 18x177_Passenger Client: Inmarsat

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During his keynote address, Spirit Airlines inch of width compared to window and “Under traditional measurements, aisle seats.

CEO and president Ted Christie unveiled this seat is a 28-inch pitch product, but partnered with the This Chartered new seating products: redesigned Big A/W Spirit as a 6’2’’ individual, I have the complete VERY two IMPORTANT FOR REPRO: Please check files for correct trapping. is your responsibility.

Institute of Ergonomics and Human Front Seats and new economy-class seats. and adequate ability to recline and use Factors to conduct an in-depth analysis Installation of the new seats will begin in the space in front of me,” Christie said, on the ergonomics and comfort of the November, continuing throughout 2020 claiming that when the contours at the new economy seats. Rather than focusing back of the seat are taken into account, on all new Spirit aircraft deliveries. on seat pitch, which Christie described Spirit’s updated Big Front Seats, up to two additional inches of space are manufactured by HAECO Cabin Solutions, as an “outdated” concept, the airline provided. “It’s more than enough for is interested in how to free up enough will come in a 2-2 configuration and someone who is 6’4’’ tall, which captures usable legroom. feature an ergonomically designed 98 percent of the flying public.” headrest, memory foam and new branding.

Christie said the seat is part of Spirit’s “phased evolution” and is available for anyone to upgrade to because it’s not a class of service. “It’s a true à la carte experience. You buy a basic economy ticket and you customize it as you like,” he said.

Spirit’s new economy seats, manufactured by Acro Aircraft Seating, provide an additional inch of pitch, while the middle seat benefits from an extra

“Under traditional measurements, this seat is a 28-inch pitch product, but as a 6’2’’ individual, I have the complete and adequate ability to recline and use the space in front of me.”

TED CHRISTIE, PRESIDENT AND CEO, SPIRIT AIRLINES

Ted Christie, President and CEO, Spirit Airlines

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CONNECTIVITY REINVENTED Delivering the high-speed Wi-Fi today’s travelers demand and the performance passengers crave. Score a win for everyone.

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More Airlines Join the Movement to Meet the UN’s Sustainable Development Goals After hearing from several airline CEOs on their efforts to curb environmental impact, United Nations’ director of the News and Media Division, Department of Global Communications, Hua Jiang, took the stage, calling on airlines to take a more concerted stance and cooperate on achieving the organization’s Sustainable Development Goals (SDG). “We are not going fast enough or far enough. Climate change is a very real threat causing extreme weather events taking countries’ lives. People are desperate for help and the SDGs are the answer,” Jiang said.

“This is an exciting time for the private sector to join forces with the United Nations to help educate the world about our goals … We have no more valued partner than the airline industry.”

“This is an exciting time for the private sector to join forces with the United Nations to help educate the world about our goals.”

Zhao Dong, Chairman, Xiamen Airlines

Hua Jiang, Director of the News and Media Division, Department of Global Communications, United Nations

Chairman Zhao Dong of Xiamen Airlines followed suit, providing updates on the airline’s sustainability journey in the past two years since becoming the first carrier in the world to support the UN’s SDGs, resulting in the implementation of 95 sub-projects under four categories.

The airline’s commitment to the cause is evidenced in everything from a series of themed flights promoting sustainable development to the introduction of bamboo tissues on board – bamboo paper cups and meal boxes are next, he said. “Sustainable development is the golden key that will benefit humankind and future generations,” he added.

“Xiamen Airlines will continue to spread the SDGs to the world and drive the long-term positive development of the aviation industry.”

Spread the word it has: Following his keynote address, it was announced that Etihad Airways, Ethiopian Airlines and Aeroméxico would be the next to collaborate with the UN on the SDGs. “We have a responsibility with all of our airlines to make sustainability a more real and tangible goal,” said APEX/IFSA CEO Dr. Joe Leader. “The world needs to know that we are doing more than any industry to reduce carbon footprint and environmental impact.”

HUA JIANG, UNITED NATIONS

Dr. Joe Leader, APEX/IFSA CEO

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Etihad Airways’ vice-president of Guest Experience and Delivery, Linda Celestino, opened her keynote with a rousing discussion about Etihad’s focus on sustainability issues and the success of the carrier’s Ramadan Sharing Fridge Jamal Al Awadhi, – a popular tradition in the United Arab vice-president Emirates where people in the community of Product and Guest literally open their fully stocked Experience, refrigerators to share with the less Etihad Airways fortunate in their communities.

Not to be outdone, Etihad Airways vice-president of Product and Guest Experience, Jamal Al Awadhi, put Etihad’s innovative approach to transforming the carrier has upped the Choose Well factor in-flight experience for their passengers further by now offering a sweet and salty into greater perspective by discussing the menu, healthy choice options, more menu carrier’s Choose Well campaign. items for kids and a greatly expanded Looking to carve out a “little niche” array of menu choices across the board. for themselves by offering their guests Etihad has also been hard at work a premium experience across all cabins, expanding its already epic in-flight Al Awadhi said Etihad has paid careful entertainment offerings with digital attention to even the smallest details, and it’s publications, premium content in every been paying off. cabin and a partnership with Apple Music.

JAMAL AL AWADHI, ETIHAD AIRWAYS Improving upon its award-winning “Apple is a strong brand to have on in-flight food options Al Awadhi said the board to really inspire your next trip or find the soundtracks that you need for that holiday,” said Al Awadhi.

And whether you are arriving at the Linda Celestino, airport by private car, taxi or even public vice-president of Guest transit, Al Awadhi stressed the fact that Experience and offering an array of experience choices for Delivery, Etihad Airways passengers from all walks of life was key in Etihad’s strategy moving forward.

“Choose Well has been [running] for just over six months now … and what we really want to do is provide people the options they need to find their own journey,” explained Al Awadhi.

“Choose Well has been [running] for just over six months now … and what we really want to do is provide people the options to find their own journey”

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Safran Announces Customers for RAVE Ultra With 4K Displays and Cabin-Wide Bluetooth Audio Client: Inmarsat

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Safran Passenger Innovations has accomplished an industry first: enabling all passengers on an aircraft to connect their personal Bluetooth headsets to an in-flight entertainment system – simultaneously. Along with this news, announced yesterday, the aerospace manufacturer, formerly known as Zodiac Inflight Innovations, has revealed two customers for the feature on its RAVE Ultra IFE system: Lufthansa, which will linefit 34 Boeing 777-9 aircraft with the system in four different configurations (with display sizes running up to 27 inches), and All Nippon Airways (ANA), which has chosen to retrofit 11 Boeing

Safran’s RAVE Ultra in-flight entertainment system

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787-8s that will operate domestic flights in Japan.

“Our team vigorously seeks ways to improve the passenger experience in the seat,” says Matt Smith, CEO of Safran Passenger Innovations, adding that RAVE Ultra, with integrated Bluetooth audio, creates an enhanced home entertainment experience in flight.

Previously, Bluetooth audio was only available to 20 passengers on board at a time – and using airline-provided headsets only. Having solved the problem of frequency interference when too many devices are paired inside the cabin by reducing the radio signal, Safran is the

first to market with a solution for the entire cabin.

In addition to Bluetooth integration, RAVE Ultra packs a 4K screen and a close-to-edge display into a thin profile, 30 percent lighter than previousgeneration hardware. Display sizes are available in 13.3, 15.6, 17.3, 24, 27 and 32 inches, however the Bluetooth audio is currently only integrated into the 13.3inch displays. The larger displays, which are more likely to be found at premiumclass seats, require the sensor to be installed closer to the passenger, and so uses a Bluetooth audio adapter to provide passengers with a connection, a Safran spokesperson explained.

On the software side, RAVE Ultra offers airlines the ability to run thirdparty apps for an adaptable graphical user interface, and the platform employs the latest video compression and digital rights management technologies.

Safran says it is unclear which of its “several” customers will be the first to fly with the system. Lufthansa’s website says its first 777-9 is expected to fly in the summer of 2020. And Safran says the first ANA aircraft equipped with RAVE Ultra is scheduled to enter service in the beginning of the first quarter of 2021.

Additional deliveries are expected to continue into early 2022 for ANA with ongoing discussions about fitting the airline’s Airbus A320neo, A321neo and A380 fleets, which currently fly with the previous-generation RAVE IFE system.

PHOTO: SAFRAN

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TAKE OFF AND STAY CONNECTED

Connectivity and In-Flight-Entertainment GOREÂŽ Aerospace High Speed Data Cables keep passengers connected anytime, anywhere while traveling. Ensure they get the ultimate in-flight experience on their laptop, tablet or mobile phone no matter where they sit on a plane.

Passengers can watch movies and videos in ultra high definition, charge devices quickly and easily, conduct business online faster, and stay connected to family and friends in real time.

To learn more, visit at APEX booth #1523 or gore.com/stayconnected

GORE, Together, improving life and designs are trademarks of W. L. Gore & Associates. Š2019 W. L. Gore & Associates, Inc.

04.09.19 15:2

TRACK A: Building the Business Case for In-Flight Connectivity

Inmarsat and LSE Conclude Sky High Economics Research Study Frequent flyer loyalty is up for grabs, as 450 million less-engaged passengers will change travel plans to fly with an airline that has superior in-flight Wi-Fi connectivity. That’s one of the conclusions of the final chapter of Sky High Economics, the three-part research study from the London School of Economics and Political Science (LSE) in association with Inmarsat, that was released yesterday.

The report, Capitalising on Changing Passenger Behaviour in a Connected World, identifies $33 billion in market share that is the new airline battleground.

“This is not something hypothetical in the future, this is something that could be actionable in the very short term,” said Philip Balaam, president, Inmarsat Aviation, in an interview with APEX Media.

Rapidly evolving demographic changes coupled with passengers’ in-flight technology expectations are part of a global shift in traveler attitudes toward airline loyalty. According to the LSE research, millennials are currently the largest passenger group, soon to be followed by the digitally native Generation Z cohort, born between 1997 and 2012.

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PANELISTS

Phil Silver Leader, Transportation, State and Local Government, Amazon Web Services Babar Rahman Vice-President, Marketing, Sponsorships and IFE, Qatar Airways Philip Balaam President, Inmarsat Aviation

“These are not cord cutters, because they’ve never had a cord to cut, they’re just ‘on’ all the time. If you have what they want, they will move and shift to your product and service,” said Baalam. “It was the rapidity of this potential shift that for me, was the most striking,” he added.

Babar Rahman, vice-president, Marketing, Sponsorships and IFE, Qatar Airways, echoes Balaam: “The study already cements what we calculated before moving to a digitally enabled and broadbandsavvy airline. What we see from our airline’s perspective is that the Gen Z will very soon drive even beyond that $33 billion opportunity.”

Only 13 percent of current frequent flyers are active and engaged, while 87 percent are less engaged and brand-agnostic, presenting airlines with the market share opportunity.

“The airlines have got to get into more of a retail mindset, with respect to this population, because it really is a retail industry,” said Balaam. “If you don’t do it, as an airline, or if you don’t do it very well, you can be sure that someone else will.”

VISIT CROWN MEDIA FAMILY NETWORKS AT BOOTH #1645 For Domestic Inquiries Contact HollyHenderson@CrownMedia.com 818.755.2655 For International Inquiries Contact FranciscoGonzalez@CrownMedia.com 818.755.1244

INNOVATION AT STARTS WITH

Some companies start with a contract. We start with eye contact.

In a world of mega-mergers, a simple conversation isn’t always that simple anymore.

That’s why Astronics takes a down-to-earth approach that invites collaboration.

It’s a process that accelerates the innovation of technology systems that integrate seamlessly with your aircraft. Ready to work differently? Your seat is waiting.

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Track B: The Airport of the Future Today: Biometrics, Intelligence, Seamless Airline Experience

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Air Travel Stakeholders Discuss Why the Future of Collaboration Is Now Moderating one of yesterday’s breakout sessions, Future Travel Experience head of Strategy, Engagement and Content Ryan Ghee and several of the panelists pointed out that the real game changer isn’t technology but making sure that airlines, airports and government agencies leverage it through cooperation.

Turkish Airlines customer experience supervisor Mustafa Mucahitoglu and PriestmanGoode senior project manager Phil Bailey highlighted this theme in a presentation about the newly opened Istanbul New Airport, which also happens to be the world’s largest airport terminal housed under one roof. Bailey noted that the key to making the project a success was an intense spirit of collaboration throughout.

“From a design perspective, institutions are working closely together,” said Bailey. “But what I’d really like to see more is some of the ancillary services, important services like security and border control, working much more closely together to make the customer experience as seamless as we can.”

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MODERATOR

Ryan Ghee Head of Strategy, Engagement and Content, Future Travel Experience PANELISTS

Hasse Joergensen Manager, Passenger Experience and Facilitation, IATA Phil Bailey Senior Project Manager, PriestmanGoode Mustafa Mucahitoglu Customer Experience supervisor, Turkish Airlines Nicole Williams Director of Field Marketing, Identity and Biometric Solutions, Thales (formerly Gemalto) Justin Erbacci Chief Operating Officer, Los Angeles World Airports

Reached for comment after the session, Ghee agreed: “With things like biometrics, we’re seeing collaboration between the customs agencies, for instance, and the immigration agencies with the airlines and airports directly,” Ghee said. “I think that suppliers and vendors in the industry also realize that they can’t always do their own thing and are now more willing to talk to one another and to be a little bit more open. There is still a long way to go, but I think we are moving in the right direction when it comes to collaboration.”

“There is still a long way to go, but I think we are moving in the right direction when it comes to collaboration.”

RYAN GHEE, FUTURE TRAVEL EXPERIENCE

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TRACK C: Driving the Next Generation of Airline Passenger Loyalty

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Airlines Agree That a Diverse Revenue Strategy Is Key to Loyalty and Ancillary Growth How can airlines extract the greatest value from their loyalty programs? Getting the relevant earning opportunity in front of passengers at the right time is a key component of revenue strategies, some airlines have agreed.

For carriers that fly long-haul only, such as Virgin Atlantic, frequency of engagement is a major challenge. The average consumer only flies across the ocean every three or four years, so selling them flights only is not a viable strategy. Juha Järvinen, EVP Commercial, Virgin Atlantic, acknowledges that it is “very difficult for a small airline alone to be relevant.” The carrier compensates for this setback by partnering up, through the powerful network of Virgin Group. “We need to team up with other companies – utilities, supermarkets – that are more relevant in everyday life.”

Co-branded airline credit cards also offer compelling points earning opportunity for consumers.

But again, it depends on putting the right offer in front of the passenger at the right time. Aeroméxico’s 32

EXPO DAILY experience

MODERATOR

Brian Kelly ThePointsGuy CEO and Founder PANELISTS

Christine OurmièresWidener ex-CEO, Flybe Juha Järvinen EVP Commercial Commercial, Virgin Atlantic David Coiley VP, Aviation, Inmarsat Erwan Perhirin Managing Director, Customer Experience and Onboard Products, American Airlines Andres Castañeda SVP Marketing and E-Commerce, Aeroméxico

SVP Marketing and E-Commerce, Andres Castañeda, noted that the company’s lower-end credit card with Santander Bank, which is a newer product, quickly scaled up to a portfolio five times the size of its legacy higher-end card with American Express. That translated to a compelling financial play for the carrier.

For frequent fliers, the credit card solicitations can prove to be a frustration rather than a perk. But, as American Airlines’ managing director of Customer Experience Erwan Perhirin points out, it works very well for the airline. The vast majority of its passengers only fly once every year or two. The credit card “allows them to extract more value from their travel and the takeup rates speak for themselves,” he said.

Credit cards aren’t the only alternative earning opportunity for airlines, of course, but they remain a massive factor in airlines’ ability to generate loyalty program revenue. And the ability to deliver a range of earning opportunities through those cards keeps the airlines top of mind. That’s a nice loyalty boost, especially from the very occasional passenger.

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TRACK D: Driving Airline Sustainability: Making Environmental Advancements Real

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Reduce, Reuse, Recycle: In-Flight Service and the “Greta Effect” Panelists during the breakout session on “Driving Airline Sustainability” agreed with moderator and Skift aviation business editor Brian Sumers that some passengers will always be price sensitive rather than eco-sensitive. However, they also seemed swept up in the “Greta Effect,” which has seen Swedish environmental activist Greta Thunberg spur people on in their efforts to combat climate change.

However, sustainability doesn’t come without its obstacles. Earlier this year, Etihad Airways operated a flight between Abu Dhabi and Brisbane without any single-use plastics. According to Linda Celestino, VP Guest Services and Delivery, Etihad Airways, some of the alternatives – headphones in a brown paper bag, for instance – weren’t very attractive. “We’ve got to push the industry for completely biodegradeable plastic products so that we can maintain a level of aesthetic,” she said.

When asked about the financial implications of the flight, Celestino said swapping non-plastic items into the cabin increased the cost of the products by 34

EXPO DAILY experience

PANELISTS

Stefan List Head of Cabin Market Insights, Airbus Brian Sumers Aviation Business Editor, Skift Linda Celestino VP Guest Services and Delivery, Etihad Airways Vladislav Voron Product Manager, Leisure and Smart Solutions, Spiriant Chen Yizhen Chief Service Officer, Xiamen Airlines Paul Chen Founder, VX Consulting

25-30 percent. But Vladislav Voron, product manager, Leisure and Smart Solutions at Spiriant, argued the key to managing costs is to innovate according to the mantra “reduce, reuse, recycle,” using the spork – a piece of cutlery combining both a spoon and a fork – as an example.

Stefan List, head of Cabin Market Insights at Airbus, said that moving forward there should be transparency regarding the whole life cycle of a product that could be communicated through some kind of label used industry wide. “We don’t want to be accused of greenwashing,” he said. Chen Yizhen, chief service officer for Xiamen Airlines, said the carrier is already creating new things, such as shoe bags and slippers from cabin blankets at the end of their life cycles.

The general consensus is that it’s still early days. Voron said that much like airline data, if sustainability efforts remain siloed, they won’t work in the long term. “We need regulators and politicians to participate in order to create a truly circular economy,” he claimed.

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Some things are not optional for airlines

That includes connectivity According to Slipstream, our global survey of flyers that was revealed at APEX EXPO, staying connected in-flight is non-negotiable.

Get in touch for your copy at: outofhome.sales@bbc.com, or visit us at APEX EXPO 2019 Booth #1717

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Introducing the Winners of the 2020 APEX/IFSA Awards

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Traffic: Wayne Johnson Innovations across the airline passengerFONTS: experience industry were recognized at the first-ever combined awards ceremony celebrating the achievements of both APEX and IFSA members. More than 40 professionals from the associations determined the top three finalists in each category and VERY IMPORTANT FOR REPRO: check A/Wof files for correctmedia trapping.

This is your responsibility. a Please separate panel esteemed delegates voted on the winners.

BEST INFLIGHT CONNECTIVITY INNOVATION

VT Miltope

American Airlines

Incorporating technologies from RazorSecure and Galgus, VT Miltope has developed wireless cabin networks that keep up with evolving cyber threats. Using machine learning, the software-based solution detects anomalies in network behavior patterns, and becomes smarter with every iteration.

In partnership with Calm, a leading app for meditation and sleep, American Airlines has provided passengers with an exclusive lineup of guided meditations, sleep stories and nature scenes that encourage health and relaxation in flight.

BEST LOUNGE INNOVATION

BEST MARKETING INNOVATION

APEX Awards

Securing wireless cabin networks for the future

Calm app on American Airlines

Fiji Airways

SriLankan Airlines

To evoke the “bula spirit” that’s at the heart of Fijian hospitality, Fiji Airways has introduced nannies to the kids’ area of its Premier Lounge. The nannies engage children in storytelling, boardgames and educational activities, enabling their parents to rest at ease.

To bring positivity back to travel in Sri Lanka following a terrorist attack in April 2019, SriLankan Airlines celebrated Vesak, a Buddhist festival, at Bandaranaike International Airport, with food and entertainment. About 9,000 passersby shared in the experience, some of whom were interviewed for a video shared on social media thereafter.

Fully qualified nannies at Fiji Airways Premier Lounge

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BEST INFLIGHT ENTERTAINMENT INNOVATION

EXPO DAILY experience

The Spirit of SriLankan Airlines and magic of Vesak

APEX/IFSA Awards

IFSA Awards

Lifetime Achievement Award

Brinder Bhatia

Panasonic Avionics For spearheading IFEC developments and making them integral to the airline passenger experience.

BEST CABIN INNOVATION

Astronics

Intelligent Bin Solution/Smart Aircraft System The Intelligent Bin Solution/Smart Aircraft System from Astronics provides real-time bin capacity reporting and early detection of outgassing from lithium-ion batteries. It delivers actionable digital information directly to flight and gate crews to make it easy to improve boarding operations, increase cabin safety and enhance the overall passenger experience.

BEST ONBOARD AMENITY

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BEST INFLIGHT FOOD OR BEVERAGE

American Airlines and ZoĂŤs Kitchen Partnership

NEWCOMER OF THE YEAR

Flight Center

VR in Flight Attendant T&D

APEX/Crystal Cabin Award BEST PRODUCT OR SERVICE

Air New Zealand

Skycouch improvements Following feedback from customers, Air New Zealand has further enhanced its Economy Skycouch experience with improvements, including a harness, belt and pod dedicated to offering extra comfort and protection to infants and children.

Heart Awards

APEX recognizes everyday airline heroes who fly under the radar and go above and beyond the call of duty to elevate the passenger experience. Read about commendable actions from the front lines of our industry: apex.aero/apex-heart-awards BEST CUSTOMER JOURNEY EXPERIENCE

Airbus

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I Expect In-Seat Power.

With 5 billion USB-C devices expected by 2021, ensure your airline delivers on passenger expectations now and in the future.

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Shooting for the Stars

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FONTS: Feedback gleaned from the TripIt from Concur app have determined the results of the Artwork Size: 18x177 TA Passenger Choice Awards and the Official Airline Ratings. Here are this year’s winners.

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BEST SEAT COMFORT

Qatar Airways

BEST ENTERTAINMENT

Emirates

BEST WI-FI

Delta Air Lines

BEST CABIN SERVICE

Qatar Airways

BEST FOOD AND BEVERAGE

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EXPO DAILY experience

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KLM Royal Dutch Airlines

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Aeroméxico

Korean Air

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VERY Air IMPORTANT LATAM Group

Air New Zealand Air Italy American Airlines All Nippon Airways Asiana Airlines British Airways Cathay Pacific

LOT Polish Airlines Lufthansa Malaysia Airlines Qantas MAJOR

Scandinavian Airlines (SAS)

Aer Lingus

Hainan Airlines

Allegiant Air

Aerolíneas Argentinas

Hawaiian Airlines

Atlantic Airways

China Airlines

Singapore Airlines

China Southern Airlines

SWISS International Air Lines

Delta Air Lines El Al Emirates Etihad Airways EVA Air Finnair

Thai Airways International

Air Astana Air Europa Air Tahiti Nui

Turkish Airlines

Alaska Airlines

United Airlines

Austrian Airlines

Vietnam Airlines

Avianca

Virgin Atlantic

Bangkok Airways

Iberia

Caribbean Airlines

Japan Airlines

Copa Airlines Fiji Airways

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EXPO DAILY experience

LOW-COST

Qatar Airways

Hong Kong Airlines Icelandair JetBlue Airways Kuwait Airways Malindo Air Middle East Airlines Oman Air

Interjet Norwegian Southwest Airlines Spirit Airlines WestJet

Philippine Airlines

COMMUTER/ REGIONAL

Royal Brunei Airlines

JSX

SriLankan Airlines

Aeroméxico Connect

IT CHAPTER TWO

NON-THEATRICAL SALES wbtvd.com © 2019 Warner Bros. Pictures. All rights reserved.

The Three C’s of Leadership, According to Successful Women in Aviation The first-ever APEX EXPO Women Leaders in Aviation networking lunch focused on innovation and leadership. It was moderated by Shawn Duffy, senior vice-president and chief financial officer of Viasat, which sponsored the luncheon.

When asked about how to stay innovative, Linda Celestino, vicepresident of Guest Services and Delivery at Etihad Airways, said “You have to pivot really quickly and pick up and keep running.” She pointed out the airline’s eco-flight – the longest commercial flight without any single-use plastics on board – as an example of how the airline pivoted.

The airline eliminated 98 items on the flight, which took off from Abu Dhabi and landed in Brisbane on Earth Day this year.

Innovative initiatives must be affordable, scalable and relevant for the customer in order to succeed, added Claudia Sender, CEO emeritus, LATAM Brasil. When the airline was redesigning its business-class service, it discovered that its customers valued rest most, so 44

EXPO DAILY experience

the airline shortened the length of the in-flight service.

Xia Cai, senior vice-president, Guest Experience and Branding, Oman Air, agreed, citing the misconception that innovation is only about invention: “You can have a great invention, but if it doesn’t add value to your customers, it stops there.”

Innovation is also about anticipating customers’ needs, explained Mariya Stoyanova, director of Product Development at JetBlue: “We were able to do that with our Fly-Fi Wi-Fi product, in partnership with Viasat, making it free.”

“You can have a great invention, but if it doesn’t add value to your customers, it stops there.”

XIA CAI, OMAN AIR

Duffy then turned the conversation to what it takes to be a leader. Confidence and competence are essential qualities, according to Sender. “Leaders also need to work across borders – between departments, not countries – and look at problems in a more holistic way,” she said.

Duffy compared this type of collaboration to solving a Rubik’s Cube: “Everyone can do one side. It’s when you solve all sides simultaneously that you’ve created something winning.”

Celestino identified credibility as a third “C” of leadership, insisting that relationships drive business, whether between you and your customer, your direct reports or your suppliers. Leaders should also strike a balance between offering support and providing space for their team to make mistakes, said Cai. “A good leader is comfortable with being uncomfortable,” added Stoyanova.

But there’s a limit. “Stay true to yourself.

The moment something doesn’t feel right, listen to your gut.”

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Notes From the Annual General Meeting

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APEX’s Board of Directors presented updates from over the year including a strategic plan, key metrics on membership and sales, highlights about upcoming events and the results of the recent board election.

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At APEX’s AGM yesterday, the Board of Directors shared its 2025 Strategic Plan to encompass the end-to-end journey of the airline passenger and raise the association’s profile and influence, through its events, thought leadership and community.

One way in which APEX is expanding the breadth of its events is through its acquisition of Future Travel Experience (FTE), which it announced in March this year. As FTE hosts conferences in Europe and Asia Pacific, APEX will increase its international presence and broaden its membership through FTE. The introduction of a Board of Governors, which began last year at APEX EXPO in Boston, has brought c-level airline representation and thought leadership to the association. In the

past year, the Marketing Committee has begun an initiative to rebrand APEX, with expectations to unveil a new visual identity and website in 2020 that further aligns with its strategic goals.

And to expand its community, APEX has opened membership to airports and strategic alliances.

The Board of Directors also shared key metrics showing APEX’s progress on member retention, which has exceeded targets set last year, and recruitment, which is lagging so far this year. In terms of event revenue, EXPO sales and sponsorships have continued to grow. And in the past year, participation in the Official Airline Ratings program via the TripIt from Concur app exceeded expectations with 1.4 million votes.

2025 Strategic Plan EVENTS:

Agreement to terms to acquire FTE will give APEX a stronger global presence.

THOUGHT LEADERSHIP:

Board of Governors and new visual identity and website will help raise the association’s profile as well as bring a fresh look and feel to the APEX brand in 2020.

COMMUNITY:

Extending membership to airports and strategic alliances will help expand the APEX community.

The 2019–2020 Board of Directors

Juha Järvinen President Virgin Atlantic

Anton Vidgen Vice-President Air Canada

Maura Chacko Secretary Spafax

Joan Filippini Treasurer

Paramount Pictures

Brian Richardson President Emeritus Viasat

Perry Cantarutti

Andrés Castañeda

Michael Childers

Akira Mitsumasu

Zina Neophytou

Jovita Toh

Delta Air Lines

Aeroméxico

Lufthansa Systems

Japan Airlines

BBC Worldwide

Encore Inflight

EXPO DAILY experience

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A Good Mix

The most enjoyable moments at conferences are often the opportunities to mingle with friends. It was no different when the event first took place in Palm Springs 40 years ago! APEX newcomers and old-timers gathered at the JW Marriott Los Angeles L.A. LIVE sharing stories over cocktails at a soirĂŠe hosted by Global Eagle.

Want to see more photos? Visit

FACEBOOK.COM/ APEX.AERO

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EXPO DAILY experience

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Photo of the Day

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APEX EXPO Media Team

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FONTS:

Al St. Germain

Publisher al.stgermain@spafax.com

Maryann Simson

Director maryann.simson@apexmedia.aero

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Steve O’Connor

Managing Editor caroline.ku@apexmedia.aero

Kristina Velan

Valerie Silva

Digital Editor kristina.velan@apexmedia.aero

Ari Magnusson

Made it to #dorkfest 2019️ #lufthansa #avgeek #apexpotd @jaspreettravels

#APEXEXPO40Quiz Where were many meetings held during the Airline Entertainment Association’s (now APEX) first few conferences? #APEXEXPO40Quiz #APEXEXPO

Hotel rooms Elevators Exhibitor booths Pick up a copy of the 40th anniversary issue of APEX Experience magazine to learn fun facts about the history of the association!

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EXPO DAILY experience

Deputy Editor

valerie.silva@apexmedia.aero

Stephanie Taylor

News Editor

Special Projects Manager

Nicolás Venturelli

Angélica Geisse

Felipe Batista Nunes

Ella Pomonarov

Howard Slutsken

Tomas Romero

Jesus Guerrero

Vance Walstra

Art Director

#APEXEXPO

Caroline Ku

Portfolio Director steve.oconnor@spafax.com

Production Manager

Contributor

Production Assistant

Roger Williams

Videographer/photographer

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