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August 19, 2019



Today's Top Stories



Industry News | Comfort & Ambience | Entertainment & Connectivity | Catering & Services


American and Southwest Bumping More Passengers Since Boeing 737 MAX Grounding

American Airlines and Southwest Airlines are bumping more passengers from flights since their respective Boeing 737 MAX fleets were grounded in March. The FAA reported that each airline voluntarily denied seats to more than double the amount of passengers in the first six months of 2019, compared to the same period last year.

Reuters | Related Another airline has taken the Boeing 737 Max off its schedule until 2020 – Quartz



Norwegian Sells Stake in Bank

Norwegian Air will sell its stake in its banking subsidiary for $246 million. The low-cost carrier said it intends to “strengthen” its core airline operations through the divestment of its 17.5% share in Norwegian Finans Holding, the parent company of Bank Norwegian, which offers digital banking services to customers in Norway, Sweden, Finland and Denmark.

Flight Global | Related Norwegian Airlines will end transatlantic trips over Boeing 737 grounding – The Hill



Mandy Ng Appointed as HK Express CEO

Cathay Pacific appointed Mandy Ng as the CEO of HK Express. Ng replaces Roland Lam, who was appointed as CEO of the low-cost subsidiary last month, but then took over the role of Cathay’s chief customer and commercial officer after Paul Loo resigned last week. Ng was previously the general manager of Business Development at Swire Pacific, Cathay’s parent company.

Air Transport World | Related Cathay Pacific boss Rupert Hogg quits after protest row – BBC News



China Eastern Using AI to Help Resolve Customer Complaints

China Eastern Airlines has started using artificial intelligence (AI) to improve customer experience by processing large datasets to tailor services for individual consumers. The airline’s data lab is now able to automatically identify and classify complaints and then offer recommended solutions to help frontline employees. According to a report by the Civil Aviation Administration of China, the airline had 41.6 complaints per one million passengers in May.

Travel Daily Media | Related Breaking News: Dataminr Helps Airlines Anticipate the Next PR Crisis – APEX Media



[PHOTOS] Thai Airways Unveils a Royal Livery

Thai Airways unveiled a special-edition livery on one of its Boeing 777-300s to commemorate the coronation of Thailand’s new king. The new paint scheme depicts an ornate barge featuring a golden swan figurehead that has been used by Thai royals for centuries. King Maha Vajiralongkorn was crowned on May 4. The 777-300, named “Lahan Sai,” will feature the livery until December 2022.

Business Traveller | Related Ailing Thai Airways moves to cut costs, increase revenue – Bangkok Post



CBP Outage Causes Delays for Travelers at US Airports

Travelers at US airports faced delays on Friday because of a nationwide temporary outage of US Customs and Border Protection’s (CBP) processing systems. The CBP did not specify how or why the outage occurred, but a spokesperson said there was “no indication of any nefarious activity.” She said the systems were running again by the early evening on the East Coast.

Reuters | Related British Airways IT outage causes flight delay chaos at Heathrow airport and Gatwick airport – City A.M.



40 Success Stories: When Bluebox Broadened Access to IFE

In November 2017, Bluebox Aviation Systems launched Bluebox aIFE with Virgin Atlantic, thereby providing in-flight entertainment content for visually impaired passengers. David Brown, director of Business Development for Bluebox, said, “Bluebox aIFE gives this group of passengers what’s missing from an airline system that doesn’t meet their needs: equality and independence." The 40 Success Stories campaign celebrates APEX members’ most significant achievements in the lead-up to the 40th anniversary of APEX EXPO this September. Click below to register for APEX EXPO.






United Boeing 787 flexing out at Washington-Dulles. Captured by @kiad_spotting (via Instagram)

Use #APEXPOTD for the chance to be featured in the APEX Daily Experience newsletter!


> Tweet of the Day

Today is #NationalAviationDay, which commemorates Orville Wright's birthday! The #WrightBrothers paved a whole new path that connected our world, and the #FAA works hard to ensure its #safety. Looking for ways to celebrate? Here’s how:

The FAA @FAANews


Association News

Airline CEOs Take Center Stage on Monday 9 September

A record number of airline CEOs will take the APEX EXPO stage on Monday 9 September. These CEO speakers will share insights ranging from elevating the passenger experience through technology to implementing sustainability practices in their organizations! Don’t miss out on this thought-provoking morning. Register today.


FTE Global: 4-6 September

   APEX members interested in FTE Global receive a $100 discount when using promotional code: FTEAPEX at registration! Enjoy keynotes from IATA, Virgin Hyperloop One and Alibaba; plus unique takeover guest sessions by Alaska Airlines, Apple, Los Angeles World Airports and WestJet. Register today to attend!



The Account Manager has overall responsibility for all aspects of content delivery to the airline account: leveraging a thorough understanding of the airline's commercial and strategic objectives, fleet plans, and competitive positioning. The Account Manager works closely with Acquisitions to recommend appropriate content strategies for Movies, TV and Audio programming and with Operations to ensure timely delivery. Click here for the full job description. Click here
> Account Manager - Spafax Costa Mesa, CA, USA

The Director of Sales is responsible for meeting monthly and quarterly quotas as set forth by the Finance team and Jaguar’s president. He/she will assist and create innovate sales strategies, maximizing each title’s potential. In addition, he/she will assist the Marketing team in reviewing campaigns and support the Acquisitions team as required. Click here for the full job description. Click here for the full job description.
> Director of Sales - Jaguar Distribution


> Quote of the Day


"In order to be irreplaceable one must always be different."

Coco Chanel


Until tomorrow



The Airline Passenger Experience Association (APEX) encompasses a network of airlines, businesses and professionals that are committed to providing a world-class airline experience for passengers around the globe. Every day, APEX members are improving every aspect of the airline experience, from designing, building and installing seating, entertainment and communications systems on commercial aircraft, to airport lounges and in-flight dining. Visit for more information. APEX is professionally managed by Kellen Company, the premier global association management firm with offices and representation in the United States, Europe, China, the Middle East, India and Southeast Asia.


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