Posts by Fergus Baird

Net Promoter Score

Asking for a Friend: The Correlation Between NPS and IFE

Net Promoter Score surveys are helping airlines determine what they need to improve to reach next-level loyalty and nab some brand evangelists. Between different service tiers and customer demographics, developing a big-picture understanding of what constitutes success when it comes… Read more

Virgin Spirits: What to Drink When You're Not Drinking

Virgin Spirits: What to Drink When You’re Not Drinking

Here’s to an airline whose cocktails are living up to its name. Virgin Atlantic showed support for Dry January with the launch of new no- and low-alcohol “NoLo” cocktails, offering passengers sophisticated alternatives to the standard lime-and-soda mocktails. Mark Murphy, Virgin Atlantic’s Clubhouse food and beverage… Read more

cabin air systems

Something In the Air: Does Aerotoxic Syndrome Exist?

APEX Insight: EasyJet is taking action to improve cabin air quality. The news of easyJet’s plans to outfit its Airbus A320 aircraft with PUREair advanced cabin air filters last September reignited debate on a mysterious condition some believe affects frequent… Read more

Omotenashi: Japanese Airlines’ Secret to Service

APEX Insight: Revered worldwide, Japanese hospitality is underpinned by a little-known cultural practice: omotenashi. Not every airline challenges its flight attendants to compete in an Omotenashi Professional Masters contest. In fact, there’s only one: All Nippon Airways (ANA). Launched in 2013,… Read more

Packing Power With Wireless Chargers

APEX Insight: Cordless charging may soon be the standard, but the wireless revolution hasn’t taken to the skies just yet. As we charge toward a cable-free future, how will inductive powering rewire aircraft interiors and the passenger experience? This story was originally… Read more