CATERING TO PASSENGER EXPECTATIONS IN AN ON-DEMAND ECONOMY
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PASSENGER EXPERIENCE CONFERENCE, HAMBURG, 9 APRIL 2018 CATERING TO PASSENGER EXPECTATIONS IN AN ON-DEMAND ECONOMY RAYMOND KOLLAU | FOUNDER AIRLINETRENDS | RAYMOND@AIRLINETRENDS.COM | WWW.AIRLINETRENDS.COM
AIRLINE TRENDS | INSPIRATION FOR PASSENGER EXPERIENCE INNOVATION
WHAT OUR CLIENTS SAY
Raymond Kollau (47) is founder of
AirlineTrends and has extensive
experience in analyzing industry and
consumer trends and translating
these trends to relevant innovations
in the airline passenger experience.
Raymond is a frequent presenter and facilitator of trend
“Airbus Consulting has partnered with Airlinetrends to offer our airline
sessions at airlines and airline suppliers around the globe, as
customers support in the development of their passenger experience.
well as industry events such as the Hamburg Passenger This takes us beyond the cabin and into hospitality throughout the
Experience Conference and Future Travel Experience. entire journey.” – Amrish Pathack, Head of Airbus Consulting
Besides publishing the AirlineTrends newsletter (10,000
subscribers worldwide), Raymond has been quoted by
publications such as New York Times, CNN, NBC, Telegraph, Der
Spiegel, AdWeek and DesignWeek.
Before founding AirlineTrends, Raymond worked as Industry
Analyst at PWC Consultants (now part of IBM), Strategist at
Agency.com (part of TBWA) and Head of Research at consumer “With AirlineTrends you can get an overview, as well as deeper insights,
of airline-related trends and new developments about a general or
trends agency TrendWatching. Raymond holds a Master degree
specific subject in a very quick and efficient way. Thanks!”
in Business from the University of Amsterdam, the Netherlands - Robert Ehrencron, Business Development Manager, KLM IFS
and also studied International Relations at Yonsei University in
Seoul, South Korea.
© AIRLINETRENDS 2018
AIRLINE TRENDS | INSPIRATION FOR PASSENGER EXPERIENCE INNOVATION
INSPIRATION CONCEPT DEVELOPMENT
TREND RESEARCH INNOVATION
& PRESENTATIONS WORKSHOPS
© AIRLINETRENDS 2018
AIRLINE TRENDS | CATERING TO PASSENGER EXPECTATIONS IN AN ON-DEMAND ECONOMY
Consumer behavior is changing. As smartphones make it quick THE ON-DEMAND ECONOMY
and hassle-free to order goods online, watch a movie, or flag a One of the areas where the on-demand economy has In Business Class, on demand meal service is part of a
taxi, the so-called ‘On-Demand Economy’ has generated a sense had an enormous impact is food delivery. Online food- broader trend that sees airlines introducing
of entitlement with consumers to fast, simple, attention-saving delivery platforms such as Just Eat, GrubHub, Delivery hospitality-inspired service offerings that provide
experiences. Hero, Deliveroo, Takeaway.com, FoodPanda, Foodora, passengers in premium classes with more choice and
Uber Eats and Amazon Restaurants have expanded control.
choice and convenience, allowing urban customers
And, in what TrendWatching has dubbed ‘Expectation Transfer’,
across the globe to order from a wide array of Passengers onboard Etihad, Qatar Airways, Air Canada,
the experiences consumers have with one brand also impacts
restaurants with a single tap of their mobile phone. KLM, and Finnair can order a meal or snack whenever
the expectations they have from brands in other industries. they want, while Japan Airlines and Air New Zealand
These on-demand expectations are also transfering to let passengers order a light meal or snack via the IFE
So what does this on-demand mindset mean for the inflight the travel sector. For example, hotels such as Marriott system in between regular meal services. Cathay
experience, in particular for onboard catering? allow guests to order food and amenities via the hotel Pacific has been trialing an on-demand catering
app, while other hotel chains have partnered with service in 2017.
At this year’s Passenger Experience Conference in Hamburg, food delivery platforms to replace room service. And
AirlineTrends founder Raymond Kollau delivered a presentation Deliveroo has just launched a food delivery service to At the other end of the spectrum are long-haul low-
on the impact of our on-demand lifestyles has on the food and passengers waiting at the gate at Dubai Airport and cost carriers such as Norwegian and Level – but also a
beverage expectations in-flight. Amsterdam Schiphol. hybrid LCC like FlyDubai – who give passengers the
option to purchase buy-on-board catering via the in-
Today, only about a dozen airlines allow passengers to seat IFE system. For these carriers this is a way to
This overview was the starting point for a wider discussion,
order food or snacks on demand, be it via the “keep the store open” during the full flight, instead of
bringing together experts from KLM, Norwegian, LSG Group and
(wireless) IFE system or by just asking the flight just selling items when the crew walk the aisle with
Diehl to consider the challenges the on-demand catering trend
attendant. the trolleys.
poses and how the industry could address them.
© AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | CUSTOMER STANDARDS & EXPECTATIONS THE ON-DEMAND ECONOMY HAS GENERATED A SENSE OF ENTITLEMENT TO FAST, SIMPLE, AND EFFICIENT EXPERIENCES © AIRLINETRENDS 2018
CUSTOMER EXPERIENCE | THE ON-DEMAND ECONOMY © AIRLINETRENDS 2018
CUSTOMER EXPERIENCE | THE ON-DEMAND ECONOMY
#IdiotProofOrdering
© AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | DOMINO’S AS UNLIKELY CX CHAMPION
“ Domino’s is not just in the pizza-making business,
but in the pizza-delivery business. […] We are as
much a tech company as we are a pizza company. “
J. Patrick Doyle, CEO Domino’s
© AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | CUSTOMER EXPECTATIONS: CINEMAS © AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | HOTEL ROOM SERVICE
MARRIOTT HOTELS: MOBILE REQUEST HYATT CENTRIC x GRUBHUB: ROOM SERVICE
© AIRLINETRENDS 2018ON-DEMAND CATERING | HOME > AIRPORT © AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | CUSTOMER EXPECTATIONS © AIRLINETRENDS 2018
THE ON-DEMAND ECONOMY | CUSTOMER EXPECTATIONS
MILLENNIAL
PROOF
© AIRLINETRENDS 2018PREMIUM PASSENGER EXPERIENCE | ON-DEMAND CATERING: HUMAN TOUCH
PHOTO: ZACH HONIG
QATAR AIRWAYS ETIHAD AIR CANADA
© AIRLINETRENDS 2018ON-DEMAND CATERING | JAPAN AIRLINES: 2nd SCREEN
JAPAN AIRLINES
© AIRLINETRENDS 2018ON-DEMAND CATERING | FINNAIR
BUSINESS : TOUCH ECONOMY: TECH
© AIRLINETRENDS 2018ON-DEMAND CATERING | AIR NZ LONG + SHORT-HAUL
B777/B787
A320
© AIRLINETRENDS 2018ON-DEMAND CATERING | KLM ‘ANYTIME FOR YOU’ © AIRLINETRENDS 2018
ON-DEMAND CATERING | KLM ‘ANYTIME FOR YOU’ © AIRLINETRENDS 2018
ON-DEMAND CATERING | KLM ‘ANYTIME FOR YOU’ © AIRLINETRENDS 2018
ON-DEMAND CATERING | NORWEGIAN ‘MONETIZING IFE’ © AIRLINETRENDS 2018
ON-DEMAND CATERING | NORWEGIAN ‘SNACK BAR’ © AIRLINETRENDS 2018
ON-DEMAND CATERING | LSG GROUP
Restaurant on Board App –
Eat what you want when you want
Passenger view
Schedule your food & beverage experience to
your preferred delivery time whenever you want.
© AIRLINETRENDS 2018ON-DEMAND CATERING | LSG GROUP
Restaurant on Board App –
Eat what you want when you want
Crew view
The provided service schedule supports the
service of the crew with an easy to use schedule
function.
© AIRLINETRENDS 2018ON-DEMAND CATERING | LSG GROUP
Media inMotion –
Order everything to your seat
SkyCafe & SkyShop
Feeling thirsty or hungry? Check out the
SkyCafe for a wide range of Food & Drink.
Looking for something special? Have a look at
our selection of Duty-Free in the SkyShop.
© AIRLINETRENDS 2018ON-DEMAND CATERING | LSG GROUP
Galley Guide app –
Find everything you search for
Your inflight search engine
Displays simply galley specific loading overview.
Offers offline the loading provided by the caterer.
Gathers all catering information fast on any mobile
device.
© AIRLINETRENDS 2018ON-DEMAND CATERING | DIEHL AEROSPACE The SMART galley can be reconfigured in minutes for routes with different food service requirements Also features a touch screen that shows passengers’ orders placed from their seat © AIRLINETRENDS 2018
ON-DEMAND CATERING | PANEL DISCUSSION
Madeleine Maria Martin Jakob
Braun Laamanen Bucholtz Versemann
© AIRLINETRENDS 2018AIRLINE TRENDS
PASSENGER EXPERIENCE INNOVATION: RESEARCH & INSIGHTS
RESEARCH REPORTS PRESENTATIONS WORKSHOPS
RAYMOND KOLLAU | FOUNDER AIRLINETRENDS | RAYMOND@AIRLINETRENDS.COM | WWW.AIRLINETRENDS.COMYou can also read
