Apex Daily Experience
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December 10, 2020



Today's Top Stories


An Industry Unites in Expo Daily Experience: Day Two

The third, and final, edition of Expo Daily Experience covers the second day of FTE APEX Virtual Expo. Inside, you’ll find coverage of sessions featuring the CEOs of Alaska Airlines, Virgin Atlantic, Air France-KLM, Munich Airport and more. A highlight reel focuses on news announced during the event. Plus, see if you can spot yourself in our colorful collage of screenshots from the virtual sessions, which will remain accessible within the platform until January 8.

APEX Media | Related Read all three issues of this year’s Expo Daily Experience



APEX Announces Official Airline Ratings & Presents CEO Lifetime Achievement Award

The four and five star recipients of the APEX 2021 Official Airline Ratings™ were revealed yesterday at a ‎ceremony during FTE APEX Virtual Expo. Delta Air Lines CEO Ed Bastian also received the APEX CEO Lifetime Achievement Award. “I don’t deserve all the credit for the great performance and success we’ve had. It truly is all 75,000 of our colleagues at Delta that are creating a brand that is not just an airline brand, it’s a service experience,” he said.




United Airlines Launches “Agent on Demand” Options

United’s customers at Chicago O’Hare and Houston’s George Bush Intercontinental airports no longer need to stand in line to chat with an agent at the airport. United Airlines launched an on-demand option for travelers to access help via voice, text or video call from their mobile device rather than at a counter. In addition to shortening queues, the service allows the carrier to centralize its pool of available agents, making for a more efficient use of that limited resource while not exposing them to health risks at the airport. The service also offers real-time translation into 100 languages, allowing passengers to communicate in their native tongue.

Phocuswire | Related Breaking the language barrier – Edinburgh Airport



NXTCOMM Boosts Antenna Certification Leadership

NXT Communications (NXTCOMM) announced a new VP role to manage the certification process for its antenna solutions. David Kozlowski, formerly of Panasonic Avionics, will fill that role and report directly to the CEO. Also joining NXTCOMM is Rob Davies in the role of director, Product Engineering. Davies will oversee the software development and testing of NXTCOMM’s line of electronically steerable antennas, as well as guide efforts to enhance the manufacturability of the panel.

NXTCOMM | Related NXTCOMM boosts antenna development, certification leadership – Paxex.aero



Air Canada Adds Biometric Boarding at SFO

Air Canada is the first Canadian airline to participate in a biometric boarding option for US departures. Passengers flying out of San Francisco International Airport (SFO) have the option to use facial recognition at the gate for a touchless boarding experience. The system ties into US CBP’s Traveler Verification Service to validate the image. The carrier intends to continue deployment of the biometric gates to other airports in its US network.

Air Canada | Related WestJet expands pre-flight testing for Hawaii – WestJet



JAL Offers Meal Opt-Out Option

Passengers flying JAL’s redeye service from Bangkok to Tokyo Haneda can now opt out of dinner on board. In what the company is billing as an “Ethical Choice Meal Skip Option,” passengers can instead choose to receive an upgraded amenity kit in place of the hot meal. The company anticipates a significant drop in food waste, as it will no longer produce and cater the meals for those choosing the alternative.

Business Traveller | Related A Change of Course: How the Pandemic Has Altered In-Flight Service – APEX Media



EasyJet Brings the Snack Trolley to London Homes

UK-based low-cost carrier easyJet will be getting into the festive spirit on December 17 and 18 this year by delivering refreshments to London residents as part of an “at-home trolley service” in partnership with Deliveroo. Drinks including Gin and Tonics, Bloody Marys and Prosecco will be complimentary, but the airline is asking for donations to the charity Age UK. EasyJet said the initiative will help its cabin crew stay “match fit” while air travel demand recovers from the impact of the coronavirus pandemic. Interested parties are being asked to register their interest on the Deliveroo website and will be notified if they’re successful in obtaining one of the limited delivery slots.

Independent | Related In Celebration of JetBlue For Good Month, JetBlue Donates Three Million TrueBlue Points to Charitable Organizations – Businesswire





The first-ever APEX EXPO Women Leaders in Aviation Networking Lunch focused on innovation and leadership.

As #FTEAPEXVirtualExpo kicks off this week, we’re highlighting some of the most memorable moments from last year’s APEX EXPO in Los Angeles.

> Tweet of the Day

So proud of our five-star team! Customers gave Finnair five stars in @theAPEXassoc airline ratings. Creating a great customer experience in these exceptional covid-19 times has truly been a cross-organisational effort.

Päivyt Tallqvist @paivyttallqvist


Association News

Say Cheese! Virtual Expo Attendees Put Their Best Face Forward

For a bit of fun and to help beat the dreaded “Zoom fatigue,” we went on a screen grabbing spree during the sessions and presentations at FTE APEX Virtual Expo. Have a look and see if you can spot your friends and colleagues. Are their mouths open? Eyes closed? Heads cut off? Hey, don’t judge; it’s been a crazy year! Read more about the stories behind the faces inside Expo Daily Experience: Day Two.


> Quote of the Day

“Once COVID-19 dissipates, it is inevitable that something else will come, so cleanable and disinfectable surfaces will become the new normal.”

Matthew Nicholls, Tapis Corporation
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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