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November 13, 2019



Today's Top Stories



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


FAA Expands Inspection Area for Boeing 737NG Cracks

The FAA is revising its order requiring checks for structural cracks in Boeing 737NG aircraft, after the company discovered cracks in fasteners other than the pickle fork. According to Boeing, less than 5% of the 1,200 airplanes that underwent the initial inspection had cracks. The airlines affected thus far include Southwest Airlines, Gol Linhas Aereas Inteligentes, Qantas Airways, Ryanair and Korean Air. “We regret the impact to our customers and have a repair plan in place to address any findings,” Boeing said in a statement.

Reuters | Related Boeing Hit with Another Crisis: What Is Going on with 737 NG Aircraft? – Aviation Voice



APEX Regional PCA Winners for Asia and the Middle East Announced

The 2020 APEX Regional Passenger Choice Awards for Asia and the Middle East were announced yesterday during FTE APEX ASIA EXPO in Singapore. Six award categories – Best Overall in Region, Best Seat Comfort, Best Inflight Entertainment, Best Cabin Service, Best Food & Beverage and Best Wi-Fi – were presented for each of the following five regions: Eastern Asia, Central Asia, Mainland China, South Pacific and Middle East. Click through to find out who won.

APEX Media | Related Introducing the Winners of the 2020 APEX/IFSA Awards – APEX Media



JetBlue Launches New Basic Economy Fare

JetBlue has introduced a new basic economy fare, dubbed Blue Basic. Passengers who opt for the fare won’t have access to advance seat selection – instead they must choose a seat during check-in, which opens 24 hours before the flight. They will retain access to JetBlue’sf free Wi-Fi, snacks, drinks and seatback in-flight entertainment, and are permitted to bring a piece of carry-on luggage, although they will board the aircraft last. During its third-quarter earnings report, JetBlue said it expects Blue Basic to generate an added $150 million in revenue for the airline.

CNN | Related JetBlue Selects Viasat IFC for Forthcoming Airbus A220 Fleet – APEX Media



Cathay Pacific Automates Rebooking Notifications During Flight Disruptions

Cathay Pacific now has a notification platform and chatbot that facilitates better customer service when a disruption arises. The platform, developed with Amadeus and Accenture, sends customers notifications when a disruption is anticipated and offers them a chance to rebook their flight. “Essentially what we’ve done is put in a system that has substantially increased the speed and quality of [offering customer] protection,” said Vivian Lo, general manager of Customer Experience and Design, Cathay Pacific.

APEX Media | Related Pork Substitute Takes Flight Aboard Cathay Pacific – APEX Media



Southwest Expands Partnership With The Kindness Guy

Southwest Airlines has extended its partnership with “The Kindness Guy,” Leon Logothetis, who has produced a five-part series exclusively for the carrier. In Where have you been? Logothetis travels with Southwest across the US to meet people and learn about acts of kindness they have experienced on their travels. This series will be available to watch via Southwest’s in-flight entertainment portal on Wi-Fi-enabled flights throughout 2020, and on the airline’s YouTube channel. Southwest first partnered with Logothetis on his Netflix documentary, The Kindness Diaries

Inflight Online | Related Southwest Airlines Partners With The Kindness Diaries – APEX Media



UK Company Launches Accessible Travel Retail Training

On November 12, travel retail staffing specialist Blackjack Promotions launched a new accessible travel retail training program to coincide with the UK’s second annual Purple Tuesday, a day dedicated to changing the customer experience for disabled people. The accredited training comes in the form of a half-day workshop covering hidden and visible disabilities. Blackjack Promotions said the idea is to “train the trainers” in key airports, who can in turn go on to spread the message within their own field teams.

TRBusiness | Related British Airways Joins UK Government’s Travel Inclusivity Campaign – APEX Media



New Consortium to Take 31% Stake in Asiana Airlines

A consortium comprising Hyundai Development and Mirae Asset Daewoo has been announced as the preferred bidder for Kumho Industrial’s 31% stake in Seoul-based Asiana Airlines. A major construction and development company, Hyundai is already diversifying into areas including hotels and duty-free sales, creating opportunities for synergy with Asiana. The purchase price has not been disclosed, but local media suggests the consortium’s bid is worth approximately $2.2 billion.

ATW Online | Related Watch Out Korean Air? Asiana Airlines Poised To Receive New Cashed Up Investor – Forbes





Boeing 747F arriving during a foggy morning at Schiphol! Captured by @rutgersmuldersphotography (via Instagram)

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> Tweet of the Day

Why are airline bookings through their Apps, 2-5% vs’ OTAs who have 50%? Gunardi from @lionairgroup - skills is an issue and also its focus, plus its a combo of UX ease and offers and personalisation. We are trying to address this, centralise resources. #fteasia

David Hoar [Boxever]@dhoar


Association News

Renew Your APEX Membership!

APEX is committed to accelerating the passenger experience industry in thought leadership and building a community that reflects the end-to-end customer experience journey. Renew your APEX membership today for continued access to exclusive membership benefits including an airline industry directory, the ability to attend all of APEX’s member-only events and more.



Cathay Pacific is looking for a Connectivity Design Analyst to champion the adoption and growth of in-flight connectivity and who will be critical in managing capacity and demand with suppliers whilst reconciling actual connectivity usage. Tasks will include forecasting connectivity trends and developing data-driven insights about connectivity characteristics. Click here to view the job board
> Connectivity Design Analyst - Cathay Pacific Airways Ltd.

This role, reporting to the VP - Marketing & Sales Support, will include taking ownership of the bid process lifecycle, maintaining strong analytics via Salesforce to strengthen future proposals, understanding key client drivers and ensuring bid resources are available and relevant. href=""target="_blank">Click here to view the job board
> Sales Operations Manager - Burrana


> Quote of the Day


"Normal is in the eye of the beholder."

Whoopi Goldberg


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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