By Raymond Kollau, airlinetrends.com
3 December 2016 | Taking a cue from Starbucks’ mobile ordering service, as well as fellow down-under airline Air New Zealand’s coffee ordering service, Qantas recently introduced a new service at its lounges across Australia that invites lounge visitors to order their barista-made coffee via their smartphone.
In an effort to offer peace of mind to busy travellers who have navigated traffic and queues at security before having to line up again in the lounge to get a barista-made coffee, Qantas has partnered with Skip, a free app that helps customers “skip the queue” by ordering and paying for coffee and food.
In the Qantas Clubs alone, baristas brew over 1,000 cups of tea and coffee every day. In an average week the Sydney Qantas Club sees the biggest demand for coffee, with 6am to 7am being the peak demand time.
The mobile ordering service has been available since July 2016 and the Skip app can be used to order coffee at Qantas Clubs and Business Lounges at Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney domestic airports.
Qantas passengers using the Skip app can also select the time they want to collect their coffee and receive a text message when their order is ready. In addition, touchscreens have been installed around the lounges so those who aren’t Skip users can order before walking up to the bar.
According to Skip general manager Bill Bizos during the soft launch most people preferred downloading the app to using kiosks. Read full article »
This article first appeared on Future Travel Experience
7 November 2016 | Known for its highly interactive, 3D ‘geotainment’ moving maps – which are featured on the IFE systems onboard airlines such as Air France, KLM, Virgin Atlantic, Norwegian and Finnair – FlightPath 3D showed Future Travel Experience at the recent APEX EXPO in Singapore how it can now help airlines tap into “aircraft-to-door” ancillary revenue opportunities with its new ‘In-flight Travel Planner’, which is supported by multiple patents.
Book airport transfer
As Duncan Jackson, President of FlightPath3D, demonstrated to FTE, passengers can enter their final address (hotel, home, etc.) into the moving map in order to access myriad personalised features.
For instance, rather than simply displaying the estimated time of arrival at the destination airport, the In-flight Travel Planner can draw upon historical or real-time traffic data to provide an accurate time of arrival at the passenger’s final destination.
Partnerships with the likes of Uber and SuperShuttle also allow passengers to view and book ground transportation options while they are flying to help make the arrivals experience more seamless.
After booking their ride in-flight, passengers receive an SMS upon landing to confirm their booking and pick-up location. Read full article »
By Jonny Clark, TheDesignAir
2 November 2016 | Aeromexico has taken delivery of it’s new Boeing 787-9 and with it, a brand new Classe Premier product designed for the long-haul routes the aircraft will fly. Adorned with the Quetzalcoatl one-off livery, the aircraft will surprise its passengers both outside and now inside too.
With the airline currently offering a 2 x 2 x 2 configuration on the current 787-8’s that Aeromexico fly, this new cabin is a giant leap ahead in passenger comfort and space. The new seats now are configured in a 1 x 2 x 1 configuration with every passenger now receiving aisle access, a first for the Mexican carrier.
The 36 seats by B/E Aerospace have been upgraded from the side-by-side Diamond range to the new Super Diamond range, which offer increased passenger space and privacy, similar to those found on Qatar Airways 787s and feature 18inch touchscreen hi-def screens and also now live TV channels.
As well as a large spacious business class cabin, the entrance way at Door 2 has been completely redesigned by New Territory, spearheaded by Luke Miles, the same creative director that reimagined much of Virgin Atlantic’s inflight product over the last decade. So it is no surprise to see a communal walk-up bar space re-emerge on this aircraft.
New Territory’s design for the onboard social space (known as ‘Espacio Premier’) however, has taken a departure from the more prescriptive bar space with limited seating to a more welcoming kitchen-style environment which is more intuitive and less disruptive to the natural LOPA of the aircraft. Read full article »
28 October 2016 | EVA Air has become the first Asian airline to adopt the RIMOWA Electronic Tag, the first fully integrated mobility solution for luggage.
RIMOWA Electronic Tag, which is already used by Lufthansa, will be implemented system-wide by fellow Star Alliance carrier EVA Air from 1 December. The exclusive announcement was made at Future Travel Experience Asia EXPO 2016 at the Marina Bay Sands in Singapore. RIMOWA also hosted an after-show event at its Marina Bay Sands store to mark the occasion.
The RIMOWA Electronic Tag suitcase features an embedded digital bag tag, which can be updated by passengers using the airline’s app. Passengers can submit data from their smartphone with just one tap, via Bluetooth, to the RIMOWA Electronic Tag and the e-ink digital display is updated with exactly the same information that would appear on a paper bag tag.
Dieter Morszeck, President & CEO of RIMOWA, said: “We are proud to be working with such a strong and experienced partner as EVA Air. The launch of RIMOWA Electronic Tag in Asia represents another milestone on the road to digitalisation in the travel industry.”
While EVA Air joins Lufthansa as an early adopter of the pioneering RIMOWA Electronic Tag solution, a number of other airlines are currently trialling the solution ahead of potential implementations in the near to medium term.
By Jonny Clark, TheDesignAir
26 October 2016 | Emirates has unveiled their newly renovated business class lounge in Dubai International Airport’s concourse 2 after two years of work. At a cost of USD 11m the newly renovated space includes three new dining and drinking experience areas.
The new offering is in addition to the seven other locations within the vast lounge with gourmet cuisine prepared by on-site chefs and a complimentary full bar service, which includes premium wine, spirits and champagne.
The new spaces are all prime examples of brand experiences that are opening in lounges around the world, such as Etihad and Six Senses, Qantas and Rockpool or Air France and Clarins. Emirates has recently partnered with Costa Coffee, Voss water and the long-lasting relationship with Moët Hennessy is now also reinforced in the lounge experiences as well as onboard.
In the new lounge Costa has brought a ‘Barista experience’ to the lounge around the clock, with flat whites, Italian coffee blends and signature pastries on offer to passengers needing a strong wake up mid-journey. Read full article »
By Raymond Kollau, airlinetrends.com
25 September 2016 | Connectivity and digitalization are revolutionizing the airline passenger experience, most notably by empowering passengers to manage their journey by providing them with real-time information and on-demand services.
Tapping into the mindset of today’s connected travellers, Singapore’s Changi Airport has developed interactive art installations at its terminals in an effort to “engage, excite and encourage visitors to explore Singapore in and beyond the airport.”
Motion Silhouette Wall
Located at Terminal 2’s Departure Transit Lounge, the Motion Silhouette Wall uses motion-sensing technology to respond to movements in real time. Animated backdrops of Singapore landmarks such as the National Stadium and patterns change as passengers in front of the wall move and interact with the animation.
Dots Portrait Wall
Located at the other side of the installation and using the same motion-sensing technology, is a Dot Portraits Wall where passengers can make a monochromatic portrait of themselves taken at different spots of Singapore, such as Gardens by the Bay and Merlion Park. The finished image then appears on the screen in a black and white flip-dot display.
Passengers can send these portraits by e-mail to themselves as a ‘memento’ or can be forward to friends and family. Read full article »
This article first appeared on TheDesignAir
26 August 2016 | When airlines such as Qatar Airways have announced recently they are working on brand new Business Class seats and Emirates is working on new First Class suites, it was a surprising twist to see Delta, a US carrier, to leap-frog the Gulf-based competition with an adapted Thomson Aero Seating product by UK-based design agency Factorydesign.
Business Class ‘Suite’
The new Delta One Suite is the first Business Class cabin in the world to feature a sliding door for each suite – a feature normally saved for First Class passengers. The doors are a key part of Delta and Factorydesign’s collaborative efforts to improve customer comfort and privacy. The industrial design consultancy worked in close partnership with Delta and seat manufacturer Thompson Aero Seating throughout the design, development and engineering process to achieve this.
The word “cabin” is important in this announcement, as JetBlue’s Mint product offers 4 mini-suites on their aircraft featuring sliding doors, however, the rest of the seats don’t offer this level of privacy.
The seat may look familiar, and follows the traditional 1 x 2 x 1 staggered forward facing design that Delta has already adopted in many of its long-haul aircraft. In fact the product has more in common with SAS’ new Thomson Vantage XL seats that the London based design firm also worked on.
The ability to add doors was driven by the A350’s extra width, explains Factorydesign’s senior designer Ryan Graham. “The high degree of customisation possible with Thompson’s seating platform enabled us to sit down and look at the potential we had when putting it onto a wider aircraft.”
“People like to have some privacy, and the feeling of ‘owning their space’, and this is exactly what the door provides. It is a major step-forward in Business Class travel. In the creation of the new Business Class Suite, Delta and Factorydesign extracted and interpreted the DNA of the Delta brand to create a unique three-dimensional product.” Read full article »
Image by Andreas Spaeth
By Marisa Garcia, FlightChic
20 August 2016 | Aircraft manufacturers are creating new passenger-friendly cabin environments by re-thinking the fuselage structure and introducing more spacious cabins with larger windows and improved cabin pressurisation, among other innovations.
Boeing’s 787 Dreamliner and Airbus’ A350 cabins, as well as Airbus’ new AirSpace cabin exemplify this new design thinking for widebody aircraft. On narrowbody aircraft, Boeing’s SkyInterior cabin delivers cabin improvements, as does Zodiac Aerospace’s ISIS (Innovative Space Interior System) cabin featured on Delta’s A320-family aircraft.
Now these cabin improvements found on Boeing and Airbus aircraft are coming to regional aircraft with Bombardier’s new CSeries regional jet.
As Aviation Week put it nicely: “Aerospace is driven by innovation” is a timeworn slogan used by industry executives and enthusiasts. Yet there hasn’t been a clean-sheet aircraft in the single-aisle segment for 28 years. To an outsider, this would seem odd—particularly as single-aisles comprise 70 percent of mainline jetliner production. Bombardier corrected that anomaly this month when the C-Series entered service with Swiss. After flying in the C Series and digging deeper into its design and systems, I’ve come to the conclusion that it is bringing significant value-creating technology into the market.”
Larger windows, wider middle seat, mood lighting
The CSeries aircraft contains a high usage of composite materials, is quieter, features larger windows, and the cabin features large, rotating overhead storage bins, allowing each passenger to stow a sizeable carry-on bag overhead.
The combination of the bigger windows and the higher ceiling make this smaller single aisle aircraft feel more spacious, while mood lighting can brighten up the space even more. The aircraft also features two spacious lavatories. Read full article »
By Raymond Kollau, airlinetrends.com
12 August 2016 | In the past two and a half years, Ryanair has been busy upgrading its products and services, stepping up its digital innovation activities, as well as opening routes to main airport hubs in an effort – called ‘Always Getting Better’ – to appeal more to business travellers.
“This is not a PR stunt,” said CEO Michael O’Leary at the launch of the initiative, describing the Always Getting Better programme as a “transformative” evolution and a “fundamental change” in the way both he and Ryanair do business. ‘”If I’d known being nice to customers would have been so good for business, I would have done it years ago.”
Rate My Flight
As part of the third phase of the program – which focuses on digital innovation – Ryanair earlier this year added a ‘Rate My Flight’ feature to its app. Passengers who want to rate their flight have to download the regular Ryanair app, allow for push notifications, and are send the survey through the app upon landing.
The Rate My Flight survey asks passengers to evaluate each element of their flight, from boarding through food and drink provision to crew helpfulness and overall service standards. Ryanair says it uses the feedback to tweet and improve its offerings as much in real time as possible.
The ‘Rate My Flight’ intiative was trialled in March and went live in May of this year. Ryanar has just published the first feedback results, based on more than 8,800 passengers who used the ‘Rate My Flight’ function during June and July.
More than half of respondents (53 percent) rated their overall experience as ‘very good’, 36 percent rated their experience as ‘OK’ and 11 percent rated it as ‘poor’. Crew friendliness received the highest positive rating, with 63 percent scoring this ‘very good’.
At the other end of the scale, boarding received the highest number of ‘poor’ responses, with 14 percent saying they were unhappy with the boarding process.
By Marisa Garcia, FlightChic
31 July 2016 | Airlines have long relied on awards and recognitions from industry watchers and major publications to reassure customers of the quality of their products and services, in very much the same way that professional critics and ratings firms have put their seal of approval on restaurants and hotels for decades.
But the rise of the internet has disrupted that ‘expert-review’ dynamic. The active participation of consumers on ratings sites which evaluate everything from films to books to consumer goods to services, and of course travel, suggests that today’s consumers trust popular opinion over ratings which could be perceived as an extension of marketing and advertising (a.k.a ‘the experience is the marketing’).
TripAdvisor is now looking to shake up the airline industry the same way it has hotels, by launching airline reviews. The sixteen year old travel review site has accrued over 350 million individual travel reviews covering 6.5 million hotels, restaurants and attractions and has now expanded its TripAdvisor Flights service to let customers grade and review airlines around the world in much the same way that they would review a night’s stay somewhere.
These reviews are then combined with an external rating of the amenities on a particular route, such as the type of seat offered and whether there are power ports and wi-fi available to flyers, to give it an overall ‘FlyScore’ which will rate the quality of an itinerary on a 1 to 10 scale.
Consumers can sort their flight search results by price, duration, the ‘FlyScore’, or a blend of factors categorised by TripAdvisor as “Best value of time and money.” TripAdvisor expects to refine the system, introducing further enhancements this year.
According to The Economist, “History suggests the firm has a good chance of making an eventual impact. If it does reach its potential, it might just encourage flyers to change their buying behaviour. If customers are willing to pay, say, $30 more for a seat rated as excellent compared with one that is terrible, then maybe airlines will pull out of their race to the bottom. A world in which carriers compete for the quality of the reviews they receive, as well as the price they offer, would be a better one.” Read full article »
By Raymond Kollau, airlinetrends.com
27 July 2016 | In an effort to encourage reading among Singaporeans while onboard the plane and during their holiday getaways, Qantas’ Singapore-based LCC Jetstar Asia has launched a book swap initiative.
Billed as “the world’s first flying book exchange” and the “latest in in-flight entertainment,” the Jetstar ‘Big Book Swap’ is a partnership with Singapore’s National Library Board.
On July 30th, Singapore’s inaugural National Reading Day, over 500 books and bestselling titles donated by the National Library Board, MPH Bookstores, Select Books, Book Point and Write Editions will be distributed to passengers at the boarding gates of selected Jetstar flights at Changi Airport Terminal 1.
Book. Fly. Swap.
Passengers will be invited to take the books on holiday, and leave them in the seat-backs on their return flight for another traveller to read en-route to their holiday destination. Passengers wanting to contribute their own books to the flying book club can also get a Book Swap sticker from the Jetstar crew.
The idea for the Big Book Swap was based on a survey of over 3,900 Singaporeans that found that reading was not a priority for most people. 55 percent of the respondents read less than five times a year, with 42 percent stating that the primary reason for not picking up a book was due to a lack of spare time. Despite holidays being a time for people to unwind and relax, only 7 percent usually read while on vacation. Read full article »
By Ryan Ghee, Future Travel Experience
19 July 2016 | In-flight entertainment (IFE) has long been an integral part of the air travel experience. A wide array of content delivered on a high-spec screen can help to make a long flight a far more enjoyable experience. On the other hand, spending hours on end with no access to entertainment can make for a laborious journey.
Increasingly, airlines that have avoided offering IFE in the past – mostly low-cost carriers (LCCs) and those operating short-haul networks – are starting to take advantage of technological developments to offer entertainment content in various forms. In fact, the landscape is changing so rapidly that travellers are starting to question why some airlines, regardless of their business model or the length of the flight, are failing to offer at least some form of digital entertainment.
Portable, scalable onboard networks – such as those adopted by the likes of XL Airways, Iberia Express, and Arkefly – and which allow passengers to stream content to their own devices in-flight, have quickly gained traction, but some airlines are taking a slightly different approach.
Canadian carrier Air Transat offers a pre-flight content download service, while Transavia also offers something similar, albeit with a different provider.
IFE content at the airport
However, for those who are not quite as organised and don’t manage to download any content before leaving home, other solutions have emerged. If you’re flying with SWISS from Geneva Airport, you can now – well, for the next three months at least – download content to your smartphone or tablet while waiting at the gate or in a lounge.
The new ‘SWISS e-media’ service allows passengers to access a variety of content via a dedicated Wi-Fi network. If you download the SWISS e-media app, you can also download content to watch in-flight. The service has been developed in partnership with SITA, which is also responsible for the installation of ‘EntertainMe’ kiosks at London Heathrow’s Terminal 5. Read full article »
By Raymond Kollau, airlinetrends.com
17 July 2016 | In an effort to have passengers take their amenity kit with them after their flight as a branded souvenir, airlines increasingly come up with innovative designs. Think amenity kits that can be re-used as a branded tablet case, while for example SWISS offers passengers in Business a ‘winter edition’ of its amenity kit that includes a beanie hat and a neck warmer.
Sign of the times
Well timed to coincide with the current Pokémon Go craze, Emirates has launched the world’s first interactive amenity kit in Economy Class that utilises augmented reality (AR) technology to unlock content on mobile devices.
The kit bags come in six designs inspired by the colours and patterns of six regions in Emirates’ global network – Australasia, Latin America, Middle East, Africa, Europe and the Far East.
By downloading the Blippar AR mobile phone app (iOS, Android), and using it to scan the patterns on the bags, passengers can unlock content including activities and health tips for a more comfortable and relaxing travel experience. The content will be refreshed every six months.
The Blippar app is a ‘visual browser’ which enables customers to discover more about the world around them. Customers can point at thousands of objects already recognised by Blippar (ranging from laptops to clothing and food to pets) to get additional information on those items. The content explains the object, the context and other useful and interesting facts – and is sourced from Blippar’s knowledge graph called Blipparsphere. Read full article »
By Marisa Garcia
7 July 2016 | The top 10 busiest air routes in the world are mostly business traveller-heavy short-haul routes. Think airport pairs such as Tokyo and Fukuoka, Sydney and Melbourne, Sao Paulo and Rio de Janeiro, Toulouse and Paris, and Madrid and Barcelona.
The busiest air route in the USA is Chicago to New York with 4 million passengers in 2015, followed by Los Angeles to San Francisco (3.66 million) and Los Angeles to New York (3.4 million).
Airlines have responded to the needs of business travellers who frequently fly these trunk routes by offering high frequencies, introduce travel passes, and offer flexibility. For example, Vueling lets passengers rebook themselves on an earlier flight via their mobile app if there is a seat available.
While onboard service on short-haul routes is minimal on most carriers, Delta has reached back to the popularity of VIP shuttle services on Eastern Airlines and Pan Am by giving this profitable segment of frequent business travellers (a.k.a ‘air commuters’) extra services and privileges.
Delta Shuttle: Beyond frequencies
Delta Shuttle is the brand name for Delta’s hourly air shuttle service from NYC’s LaGuardia Airport to Boston Logan, Ronald Reagan Washington National Airport near Washington, D.C., and Chicago O’Hare. The shuttle also now operates between Los Angeles International Airport, Seattle-Tacoma International Airport and San Francisco International Airport and consists of a mix of two-class Embraer E-175 regional jets flown by a Delta Connection regional partner, and Delta mainline Boeing 717 and Boeing 737-800 aircraft.
The airlines’ shuttle frequencies are marketed toward business travelers with schedules that allow same-day return trips. Elite fliers and those with certain business-oriented fares can catch earlier or later flights with no fee if their schedules change.
By Raymond Kollau, airlinetrends.com
22 June 2016 | From its California origins, the food-truck phenomenon has exploded in cities across the world, evolving from chip stands into quality gourmet food.
Tapping into the food truck trend, about half a dozen airlines – including Air France, Lufthansa, Austrian, Delta, United and Korean Air – in the past few years have sent their own branded gourmet food truck around the streets of cities around the USA as a means of promoting their on-board catering services.
And in order to promote the restaurants and cafes present at the Stockholm Arlanda, the Arlanda Food Truck toured around Stockholm during the fall of 2013.
Azul x Buzina Food Truck
Now, Brazil’s Azul Airlines – known for its innovative products and services – has flipped the airline food truck concept by teaming up with Sao Paulo’s popular Buzina Food Truck to serve the food truck’s fare onboard (video here).
Starting this July, passengers in all classes onboard Azul’s A330s from Sao Paulo on routes to the United States and Portugal will be served menus designed by the Buzina food truck chefs and adapted to fly by LSG Sky Chefs. The onboard menu choices include Buzina staples like macaroni and cheese in Economy and artisan cheeseburgers in Business. Read full article »