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May 12, 2021



Today's Top Stories


Delta Tops J.D. Power's North America Airline Satisfaction Study

Delta has scored the highest number of points in J.D. Power's annual North America Airline Customer Satisfaction survey for the first time since 1995, with 860 out of a possible 1,000. The carrier had the highest score across four of the study’s eight criteria: flight crew, aircraft, in-flight service and baggage claim. Other criteria included boarding, check in, costs and fees and reservations. Delta’s rating in the flight crew category was 11 points higher than any other airline. The study, which surveyed 2,309 people between August 2020 and March 2021 and included seven airlines, revealed that overall customer satisfaction has risen 27 points to 819 compared to 2020. 

Business Travel News | Related Customer Satisfaction with Airlines Soars, ACSI Data Shows – Business Wire



Colonial Pipeline Ransomware Attack Causes Airport Fuel Shortages

A ransomware attack on the Colonial Pipeline, which supplies fuel directly to seven airports on the US East Coast, has caused supply issues. As a result, American Airlines has added stops on two long-haul flights from Charlotte Douglas International Airport – one to Honolulu that will stop in Dallas and the other to London, which will refuel at Boston – but said it will return to its normal schedule on Saturday. Southwest Airlines is apparently having fuel delivered in tanker trucks. IATA said that some airports have issued low fuel alerts, but that it does not expect any major disruption. Airlines for America added that most US airports “have several days’ worth of jet fuel on hand.”

The Hill | Related American Airlines has to add fuel stops after pipeline shutdown – CNN Business



British Airways Test Qmatic’s Virtual Queuing Solution

British Airways passengers on select flights departing from London Heathrow Airport’s Terminal 5 will soon be able to queue virtually for check-in as part of a three-month pilot program with Qmatic. Qmatic’s technology allows passengers to pre-book a time slot before arriving at the airport, during which they report to a dedicated customer service desk. They can also join a virtual queue when they arrive at the airport by scanning a QR code. Declan Pollard, British Airways’ head of Heathrow Customer Experience, said, “We think this technology, coupled with digital travel apps, will help efficiently manage the flow of customers in the airport at any one time and give our customers reassurance.”   

British Airways | Related Seattle airport testing new tech to allow travelers to wait in virtual line for security screening – GeekWire



Expliseat’s TiSeat E2 Added to Airbus A320 BFE Catalog

Expliseat’s TiSeat E2 economy-class seat model is now available as part of Airbus’ A320 buyer-furnished equipment (BFE) product catalog. The TiSeat E2’s seat frame is made from carbon fiber composite and titanium, with seats in its S-line range for flights under six hours weighing as little as five kilograms per passenger. “We are entering the A320 BFE product catalog with strong operational and environmental arguments as well as competitive pricing. It will help our customers comply with environmental rules and attract new passengers looking for better solutions,” said Benjamin Saada, founder and CEO, Expliseat. 

Runway Girl Network | Related Nolinor Aviation to outfit its Boeing 737 aircraft with Expliseat’s new TiSeat E2 – Skies



Airconnect Ka Set to Provide IFC Using Telesat’s LEO Network

Following network simulations carried out by engineers, Global Eagle has verified that its Airconnect Ka in-flight connectivity (IFC) terminal can be used with Telesat’s Lightspeed low-Earth orbit (LEO) network, which the company claims will allow passengers to play online games like Fortnite. The Airconnect Ka antenna system is already available for use with Telesat’s geostationary satellites and will be certified on the Telesat Lightspeed network in the future. Mike Pigott, Global Eagle’s EVP Connectivity, said, “We now have the confidence to begin installations this year.”

Global Eagle | Related Thales Alenia Space to build Telesat’s global LEO constellation – Aerospace Technology



Airbus Resumes A380 FAL Conversion

Airbus has recommenced the conversion of a final assembly line (FAL) previously used to build A380 aircraft in Toulouse, France into a new, digitally-enabled FAL for A320s and A321s. The project was delayed due to the pandemic, but the OEM projects the new FAL will be operational by the end of 2022, becoming the third plant to produce the A321 after its Hamburg, Germany, and Mobile, Alabama facilities. It will support Airbus’ planned return to pre-COVID-19 production rates for single-aisle aircraft between 2023 and 2025, as well as the entry-into-service of the A321XLR from 2023.

BNN Bloomberg | Related Air France and Airbus to face trial over 2009 Rio-Paris crash, French court says – France 24



Flying Chefs Take Off with Turkish Airlines Once Again

Turkish Airlines’ Flying Chefs are returning to the skies this month on flights of eight hours or more. The chefs, who prepare restaurant-quality meals for passengers, are each chosen by the carrier based on a diverse set of culinary and customer-service driven skills. "Our award-winning dining service and Flying Chefs program is a distinguishing aspect of the airline and we are happy to reintroduce this to our worldwide guests to make the flight experience as comfortable and enjoyable as possible," commented M. Ilker Ayci, chairman of the board and the executive committee at Turkish Airlines.

Travel + Leisure | Related Turkish Airlines Announces Newark Liberty International Airport as 10th US Gateway – Aviation Pros





Manchester Airport poised for summer madness. Captured by @heliborne_uk.

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

> Tweet of the Day

I was boarding my @Delta flight and the crew asked if I was coming home, and I said I was coming to finally graduate from last year. During the middle of the flight the attendants came and brought me a mimosa and a hand written note. Yeah I’m a lil emotional! Thank you

Café con Leche @Frankie_Fabian8


Association News

There's Still Time to Apply for a 2021 IFSA Foundation Scholarship!

The deadline for the International Flight Services Association (IFSA) Foundation’s 2021 scholarship program is near! The IFSA Foundation is the philanthropic arm of IFSA, which remains committed to supporting IFSA and APEX members, their families and students pursuing a career in the aviation industry by awarding educational scholarships. To learn more about the IFSA Foundation and available scholarships, click here.


> Quote of the Day

"Here’s the good news for connectivity: the investment will continue."

Dr. Joe Leader, APEX/IFSA
Read the article


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 apex.aero 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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