12 February 2017 | For years, Lufthansa has been one of the very few airlines – if not the only one – to offer passengers waiting for their flight at the gate complimentary coffee, tea (image), and newspapers at main airports around Germany, including its Frankfurt and Munich hubs.
Or as Lufthansa has stated in the past: “Offering hot beverages to passengers prior to departure is a long Lufthansa tradition. Lufthansa first began offering hot coffee and tea from large thermos flasks in the mid-80s and the first automatic vending machines serving freshly brewed coffee were installed at airports in 1993.”
However, similar to any other full service carrier around the globe who is looking to rationalize every cost item, Lufthansa has to rethink these kind of free amenities. Instead of cutting costs by simply terminating the free hot beverages and print newspapers the airline has come up with a smart alternative that taps into trends such as ‘paid premium’ and digitalization.
Coffee at the gate
Following trials in the first half of 2015 at selected gates at Frankfurt and Munich airports, Lufthansa a few months ago partnered with Nespresso to bring the ubiqituous coffee capsules to the gate area.
The premium Nespresso coffee doesn’t come for free though. Passengers can choose from regular coffee, espresso, cappuccino ior latte macchiato (the latter with fresh milk), each at the cost of 2 euros. For those passengers who might consider bringing their own coffee pods: For the business market, a different pad-shaped system of Nespresso pods exists which are not interchangeable with the consumer capsules.
According to Lufthansa, a total of 20 Nespresso Coffee Points have been placed throughout Frankfurt and Munich airports so that passengers from different gates can access the machines. Read full article »
THIS ARTICLE FIRST APPEARED ON FLIGHTCHIC
25 January 2017 | SAS will open a new city lounge at Stockholm’s Grand Central station, which offers flyers all the exclusivity and comfort of membership in a private club.
The opening of the new club follows the successful launch in June of last year of the first SAS City Lounge, located in the heart of Stockholm’s business district, in Stureplan.
Stockholm Grand Central
The new 600 square meter lounge is located at Stockholm Grand Central station, approximately 150 m from the Arlanda Express airport train, and offers the same private-club service as the original SAS city lounge, also opened in partnership with No18 Office & Lounge.
Guests enjoy free WiFi, reception and concierge service, open work spaces and telephone rooms, as well as complimentary coffee and tea. Meeting and conference rooms are also available to rent.
“The positive reaction to the first SAS city lounge in Stureplan underlined the growing demand for such services, and how much customers appreciate the exclusive membership-club feeling and the opportunity to do their work when and how it suits them,” the airline states in its announcement.
New ways of working
The new lounge’s proximity to direct train and bus services to Arlanda is intended to be more convenient to business and leisure travellers alike, and keeps step with the airline’s focus on satisfying productivity flyers. The service model appeals both to traditional business travellers and entrepreneurs, including freelancers who can make the most of comfortable temporary offices to hold their meetings in the city.
“We continuously aim to improve our offer to our frequent flyers. Inspired by other membership clubs around the world, we now offer people who fly with us frequently opportunities to meet, work effectively or simply relax in a comfortable environment,” says Stephanie Smitt Lindberg, VP Customer Journey & Loyalty, SAS. Read full article »
THIS ARTICLE FIRST APPEARED ON THE DESIGNAIR
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 Marisa Garcia
16 May 2016 | Schiphol has partnered with online furniture shop MADE.com and opened several branded waiting spaces, giving passengers comfy living room oases at the bustling H- and M-piers.
These piers host low-cost carriers serving the airport. The MADE partnership was a good opportunity for Schiphol to spruce up the more austere terminal area, pleasantly surprising passengers.
MADE also gets to reach shoppers who might like testing out its more affordable high-design furnishings.
With a head office in London and an office in Shanghai, China, MADE minimises its overheads by selling online, and groups orders of the same item together to gain efficiencies from repetitive production. It does not own its factories, instead building close working relationships with independent factories and designers.
Rather than pay for permanent retail spaces, MADE has opened several pop-up showrooms, featuring a changing selection furnishings where customers can take away fabric samples and create wish-lists. The company recently opened its fourth European showroom at Amsterdam’s Overtoom street.
“Schiphol is the perfect partner to create a innovative and unconventional shop area,” says Damien Poelhekke of MADE. “Both Schiphol MADE are pushing a limit, in a new learning environment. So we go together on a journey to discover the customer of the future.”
For Schiphol, the pop-up terminal showroom was an opportunity to trial an alternative retail space model, while giving passengers something unexpected which would enhance their travels. Read full article »
This article also appears in the March/April 2016 edition of Onboard Hospitality Magazine
By Raymond Kollau, airlinetrends.com
24 March 2016 | As ancillary revenues have become a major revenue source for airlines – if not the lifeline for many – airlines are thinking of more ways to derive revenue from all phases of the customer journey. For example, a growing number of full-service airlines now monetizes seat selection and checked luggage, while some offer Economy passengers the option to pre-order paid gourmet meals on long-haul flights.
Another revenue opportunity lies in making the onboard retail offering more appealing. Or as trendwatcher James Woudhuyzen put it in a straightforward way in Onboard Hospitality Magazine: “Sell things people actually want to buy, so when the flight attendant announces ‘Duty Free Goods’ it isn’t in a tone that shows she fully expects zero sales.”
Try before you buy
One tactic that airlines may consider is the concept of ‘tryvertising’. Coined years ago by trend research agency TrendWatching, the idea is to take product placement to the real world by integrating products into the daily life of consumers so they can make up their minds based on their actual experience with the products.
Hotels were among the first to embrace this ‘tryvertising’ approach. Most of the major hotel chains now have an online store selling everything from bubble baths to beds. The concept received a boost when Westin in 1999 introduced its Heavenly Bed, which received very positive reviews from guest who often inquired whether they could purchase the bed they had just slept in. Recognizing that its hotels could also serve as a showroom for mattresses and other comfort items, Westin says it has sold over USD 135 million worth of Heavenly Bed-related goods in the past 15 years, including 100,000 mattresses and 175,000 pillows.
A similar concept is the Almost@Home Lounge at Helsinki Airport. Visitors of the lounge can purchase any item – artwork, furniture, glass and tableware – found in the lounge that takes their fancy, making it a ‘tryvertising’ space for home decoration. Read full article »
By Raymond Kollau, airlinetrends.com
25 March 2015 | As cabin interior upgrade cycles are becoming shorter, airlines around the world are working hard to keep up with this ‘arms race’ by introducing bigger and better premium seats, as well as smarter and lighter designs in Economy.
At the same time airlines are coming up with creative ways to improve the ‘softer’ service elements of the inflight experience. For example, as full-flat beds have now become the industry standard in Business Class, airlines are looking for ways to differentiate the premium passenger experience by ‘dreaming up’ service touches that improve the chance passengers can enjoy a good night of sleep onboard.
Examples include Virgin Atlantic’s Snooze Zone and Delta’s partnership with Westin Hotels. Qantas, meanwhile, has introduced what it calls ‘Business Suites’ on its A330s that let passengers recline from the moment they board until touchdown at their destination.
SAS A330 Business Class
Following years of restructuring in order to create a competitive cost platform, Scandinavian Airlines (SAS) has recently introduced its first refurbished A330 aircraft. Similar to Aer Lingus’ new A330 Business Class – which offers passengers a well thought-out combination of product and service innovations – SAS’ new premium cabin shows how carriers with a relatively limited long-haul network can respond to the passenger experience standards set by airlines from the Gulf and Asia.
SAS’ new business class cabin features Thomson’s Vantage XL seats – which have currently only been installed by one other airline, Qantas. Designed by UK-based FactoryDesign, the seats are a modern interpretation of Scandinavian design, including metallic edging, gold accents and electric blue in-seat lighting.
As Jonny Clark from TheDesignair puts it nicely: “With touch points of wooden veneer, dark charcoal fabrics with topstitching and electric blue details, the designers have gone for a mix of business elegance with contemporary cool.” Read full article »
This article first appeared on TheDesignAir
19 March 2015 | Brussels Airlines and The Hergé Foundation ‘Moulinsart’ have unveiled an Airbus A320 with a livery inspired by the world famous Belgian cartoon character Tintin. Both Belgian companies have worked several months on this unique project, based on the original drawings by the hand of Hergé.
Move over Shamu (Southwest’s Seaworld livery), the result is a 37m long black shark, based on Professor Calculus’ shark submarine from the Tintin adventure, Red Rackham’s Treasure (image). The aircraft was baptized ‘Rackham’. On the fuselage we read: “We fly you to the home of Tintin.”
Mirroring the designs within Brussels Airlines’ new lounge in Brussels Airport, Tintin – the historical Belgian character created by Hergé, who travels the world on adventurous quests – continues his role as the airline’s travel partner.
This is the first time Belgian cartoonist Hergé been translated onto the fuselage of an aircraft. Hergé himself was fascinated by planes. They are the most used means of transportation in the Tintin oeuvre and they were always drawn with great technical precision.
For the painting of the aircraft, Brussels Airlines worked with aircraft paint artist Andre Eisele, who had the challenging task to adapt the perspective of the drawings prepared by Moulinsart’s graphic designers to the unusual curves of an aircraft fuselage, to get as close to the original shark submarine design as possible. The entire paint job took 1500 man hours in total and even extends to the bulkhead design inside the aircraft (video here). Read full article »
By Jonny Clark, TheDesignAir
29 January 2015 | The future is here and no, this is not an April Fools’ joke. Qantas has partnered with Samsung Electronics Australia to launch a futuristic trial entertainment service that uses Samsung virtual reality (VR) technology to give customers a spectacular three dimensional experience in a 360 degree style interactive format.
Qantas’ clunky yet “Apple generation” stylish headsets will completely envelop customers in an immersive virtual world. Currently the entertainment features the sights and panoramic vistas of Qantas’ destinations, new product and of course a selection of the latest inflight blockbuster movies.
3-month trial for First Class passengers
As part of the trial, a number of Samsung Gear VR headsets will be made available to customers in Sydney and Melbourne International First Lounges as well as a worlds first: in the First Class cabins on select A380 services.
The trial will run for three months to assess customer feedback on how this kind of VR offering might add to their overall travel experience on long-haul flights – we have doubts that customers on-board will fully enjoy the experience – as it hasn’t ever been trialled in an environment that has inherent motion before (see our reasoning below). That said, you can’t help but applaud the airline, to embrace new technology like this – at it is a catalyst for other airlines to follow.
Qantas Group Executive, Brand, Marketing & Corporate Affairs Olivia Wirth said the technology will open up a new world of lounge and inflight entertainment for customers, as well as give Qantas a powerful way to preview destinations and experiences. Read full article »
2 November 2014 | Brussels Airlines has unveiled its new lounge concept, which makes use of design, technology, and Belgian gastronomy to create an innovative lounge environment at Brussels Airport.
The design of the new lounge – which is called ‘The Loft’ and can be found in Brussels Airport’s A Pier – has been based entirely on feedback and interviews with frequent flyers.
The lounge contains a total of eight different ‘hubs’, including a digital experience for which the carrier has teamed up with Microsoft and design and innovation firm Designit.
Lounge guests can borrow a Microsoft Surface Pro 3 tablet, on which they can access the Brussels Airlines ‘digital lounge assistant’ app, called Connected Lounge, which enables them to book a shower room, view the availability of ‘nap boxes’ or book a meeting room. Passengers can also use the tablet to watch movies via Telenet’s Yelo service while they wait for their flight.
The showers feature LED lighting and music that changes depending on the mood chosen by the passenger, the nap boxes provide a space to rest, and meeting rooms and work stations include furniture from Belgium company Bulo and feature two Skype phone booths.
Among the many other highlights is the ‘Living Zone’, which is based on the universe of Tintin, the character created by Belgian cartoonist Hergé, while a wide selection of Belgian foods and beverages are offered.
Service is also a central theme and the lounge hosts have received butler training to ensure they can offer hotel-style service to guests. Read full article »
By Raymond Kollau, airlinetrends.com
7 October 2014 | At airlinetrends.com we cover the global airline industry looking for innovative product and service ideas that differentiate the airline experience and have the potential to spread across the industry – thereby shaping customer expectations. One good example of such an innovation are the partnerships that airlines are forging with consumer brands in other industries – think Starbucks, Samsung, Westin, Hastens or Mercedes – in order to improve the passenger experience.
Co-branding initiatives are also an economical way to provide a premium service as consumer brands are increasingly willing to pay airlines to let passengers experience their product in a relevant setting, since airline passengers are an interesting demographic.
Delta x Porsche, United x Mercedes
In the spring of 2012, Delta has partnered with Porsche at its Atlanta hub to shuttle its most valuable passengers with tight transfer times to and from the aircraft in vehicles provided by Porsche free of charge. In return, Porsche has placed information about the cars inside the vehicles as well as in Delta’s lounges. The ‘branded service’ has been expanded last year to New York JFK, Los Angeles and Minneapolis St Paul airports.
United Airlines since June 2013 shuttles some of its First Class passengers and Global Elite members around the tarmac using Mercedes Benz cars. The program launched with two Mercedes cars at United Houston hub and following the rollout of the service at Denver Airport last month, United says it now offers the Mercedes tarmac service at all of its U.S. hub airports.
American Airlines x Cadillac
As the major full-service carriers in the U.S. are busy upgrading their premium passenger experiences, American Airlines is following suit and just announced a partnership with Cadillac to offer a series of benefits to AA passengers, ranging from luxury, on-site airport transfers, to AAdvantage miles earning opportunities, to Cadillac exhibits at major airports. Read full article »
By Raymond Kollau, airlinetrends.com
15 April 2014 | It is a well-known fact that the reason airplane food is often bland or boring is partly due to the pressurized airplane environment and the cool, dry cabin air, which dulls passengers’ tastebuds and leaves them with a muted perception of salty and sweet.
Kulula.com x Robertsons ‘SkyDine’
Combining several onboard hospitality trends – such as the growing number of airlines that organize ‘micro-events’ up in the air in order to put an original twist to the flight, the rise of brand collaborations to improve the passenger experience, and the popularity of generosity as a marketing tactic – South African LCC kulula.com and Unilever-owned Robertsons Herbs and Spices recently surprised unsuspecting kulula.com passengers on flights from Johannesburg to Cape Town with a three-course fine dining experience courtesy of Robertsons Spices.
On March 5th, bloggers and food journalists from Cape Town and Johannesburg were invited by kulula.com to a surprise flight to Johannesburg, and on the return flight to Cape Town, South African celebrity chef and MasterChef South Africa judge Reuben Riffel introduced the surprise three-course meal which he had designed, and which was prepared by airline catering company Foodirections.
Riffel introduced his 3-course menu, emphasising that the flavours had to be stronger, due to the 35000 feet height at which the meal was eaten. The starter was a feta and leek tartlet; the main course a pistachio and black pepper crusted beef fillet; ended off with a dessert of ‘milk-a-roon mini sweet short crust pastry filled with cinnamon and mixed spice custard and Turkish delight’.
Three other kulula.com flights from Johannesburg to Cape Town surprised passengers with the same three-course meal. Read full article »