The Mercurys
2009 Winners
Winners of the 2009 Mercurys, presented in Cologne, March 2010.
CATEGORY ONE - On Board Service
Absolute Taste Ltd“ Squairmeal by Absolute Taste”
Innovation :
Born through the increasing VLJ market, and demand for a high-end well presented, packaged meal, served to passengers without cabin crew.
Squairmeal is about serving delicious food in luxury packaging, sympathetic to the surroundings/expectations onboard a private jet.
Matte black outer and inside acacia plates, full sized cutlery and cotton napkin, the perception and aesthetic is far advanced from that of the typical airline led plastic tray meal.
Designed to fit into aircraft storage and with the development of a lightweight coolbag the boxes prove to be as practical as they are beautiful.
Packaging is fully recyclable or biodegradable
Quality in Application :
Squairmeal offers a set menu, and ensures quality, it focuses passengers choice, it removes ambiguity to catering orders. For brokers and also operators it allows a budget to be met and enables brokers to ensure a pre-determined quality of catering standard is being provided.
For the pax they receive a meal that is synonymous to the quality of business jet travel. It is not over packaged, does not arrive in a "commercial airline" format, is not packaged with cellophane or plastic.
We can include brokers or operators branding on packaging and menus which can be supplied with and without prices.
Internal and External Customer Satisfaction :
Since launching we received fantastic feedback, particularly from brokers. Major benefit for a broker is that they are able to forward clients a well designed menu with good variety of choice and receive a direct request. Rather than "what catering would you like?" receiving a response "something light". Squairmeal leaves no room for misinterpretation.
The secondary advantage for brokers is that the operator receives a direct request further removing opportunity for misinterpretation.
Similarly we received positive feedback from operators who's passengers now request the same every trip, knowledgeable that they will receive a consistently high quality and impressive catering experience.
Born through the increasing VLJ market, and demand for a high-end well presented, packaged meal, served to passengers without cabin crew.
Squairmeal is about serving delicious food in luxury packaging, sympathetic to the surroundings/expectations onboard a private jet.
Matte black outer and inside acacia plates, full sized cutlery and cotton napkin, the perception and aesthetic is far advanced from that of the typical airline led plastic tray meal.
Designed to fit into aircraft storage and with the development of a lightweight coolbag the boxes prove to be as practical as they are beautiful.
Packaging is fully recyclable or biodegradable
Quality in Application :
Squairmeal offers a set menu, and ensures quality, it focuses passengers choice, it removes ambiguity to catering orders. For brokers and also operators it allows a budget to be met and enables brokers to ensure a pre-determined quality of catering standard is being provided.
For the pax they receive a meal that is synonymous to the quality of business jet travel. It is not over packaged, does not arrive in a "commercial airline" format, is not packaged with cellophane or plastic.
We can include brokers or operators branding on packaging and menus which can be supplied with and without prices.
Internal and External Customer Satisfaction :
Since launching we received fantastic feedback, particularly from brokers. Major benefit for a broker is that they are able to forward clients a well designed menu with good variety of choice and receive a direct request. Rather than "what catering would you like?" receiving a response "something light". Squairmeal leaves no room for misinterpretation.
The secondary advantage for brokers is that the operator receives a direct request further removing opportunity for misinterpretation.
Similarly we received positive feedback from operators who's passengers now request the same every trip, knowledgeable that they will receive a consistently high quality and impressive catering experience.
CATEGORY TWO - Food or Beverage
Team Grasshopper Ltd“ Grasshopper Porridge”
Innovation :
Team Grasshopper Ltd has created an innovative way for the travel industry to serve porridge; a way that obviates the traditional need to add milk and then microwave the product. Grasshopper porridge is served in heat resistant, one portion pots, and for a delicious porridge that tastes as if it were home made on a hob all that is required is to add boiling water. This original and convenient way of serving porridge, saves both labour and time costs, making it perfect for the travel industry, whether in premium or economy class.
Quality in Application :
Grasshopper is an all-natural porridge, made from only the finest of organic ingredients, making it suitable for a premium class breakfast or economy offering. In keeping with its all-natural image, the packaging (including lids) is fully recyclable. Grasshopper has designed its branding to be engaging, stylish and aspirational, as Grasshopper enthusiasts enjoy a healthy and sporty lifestyle across the globe!
Internal and External Customer Satisfaction :
Grasshopper porridge has recently been launched on Flybe, as an on-board purchase item, and sales have already exceeded expectations. Passengers have loved this delicious and warming product, which serves either as a satisfying snack or meal. Testament to this satisfaction can be seen on the Grasshopper website, as many passengers have joined the on-line 'Grasshopper Army'. The airline customer has also expressed satisfaction with the ease of storing and handling Grasshopper products, as the products are ambient, compact and require no pre-preparation or heating.
Team Grasshopper Ltd has created an innovative way for the travel industry to serve porridge; a way that obviates the traditional need to add milk and then microwave the product. Grasshopper porridge is served in heat resistant, one portion pots, and for a delicious porridge that tastes as if it were home made on a hob all that is required is to add boiling water. This original and convenient way of serving porridge, saves both labour and time costs, making it perfect for the travel industry, whether in premium or economy class.
Quality in Application :
Grasshopper is an all-natural porridge, made from only the finest of organic ingredients, making it suitable for a premium class breakfast or economy offering. In keeping with its all-natural image, the packaging (including lids) is fully recyclable. Grasshopper has designed its branding to be engaging, stylish and aspirational, as Grasshopper enthusiasts enjoy a healthy and sporty lifestyle across the globe!
Internal and External Customer Satisfaction :
Grasshopper porridge has recently been launched on Flybe, as an on-board purchase item, and sales have already exceeded expectations. Passengers have loved this delicious and warming product, which serves either as a satisfying snack or meal. Testament to this satisfaction can be seen on the Grasshopper website, as many passengers have joined the on-line 'Grasshopper Army'. The airline customer has also expressed satisfaction with the ease of storing and handling Grasshopper products, as the products are ambient, compact and require no pre-preparation or heating.
CATEGORY THREE - Light Equipment
Harmony“ Eco-Chic Amenity Bag”
Innovation :
Harmony has developed a new range of ecologically friendly amenity kit bags made from 100 percent recycled PET plastic (formerly your bottle of Coke). Eco-friendly kits will help eco-conscious airlines to visibly express and sell their eco-credentials to their passengers. The airline's pet-residue is 'upcycled' to a chic design-felt, a new fabric developed following the cradle to cradle philosophy. Before this entry, eco-friendly equipment was merely produced with virgin material and could be recycled afterwards. The kits will show the airline's commitment to the environment while meeting the need for cost savings.
Quality in Application :
The 'Eco-Chic' amenity bag is a creative and innovative answer to the Airline's request for eco-conscious products and services on board. Offering this bag to the passengers will let them experience a real physical product made of PET waste. The comfort bag can be recycled again or used by the passenger when travelling or at home. The design of the bag is stylish, contemporary and practical. It has no nylon or synthetic accessories like zippers, buttons or lining. No colorants, inks or chemical treatments have been added to the fabric.
Internal and External Customer Satisfaction :
With the introduction of the eco-chic kit, the airline illustrates their eco-consciousness to the passenger, while offering a stylish amenity kit. It meets the 'greener' expectations of today's passenger, especially in Europe and US region. It also follows the growing demand for 'greener' products and services in all markets not only in the airline industry. From organic cotton t-shirts to soft bamboo bedlinnen, from natural cosmetics to designers bags handcrafted with recycled materials. Both in high street shops as in the exclusive and luxury fashion houses.
Harmony has developed a new range of ecologically friendly amenity kit bags made from 100 percent recycled PET plastic (formerly your bottle of Coke). Eco-friendly kits will help eco-conscious airlines to visibly express and sell their eco-credentials to their passengers. The airline's pet-residue is 'upcycled' to a chic design-felt, a new fabric developed following the cradle to cradle philosophy. Before this entry, eco-friendly equipment was merely produced with virgin material and could be recycled afterwards. The kits will show the airline's commitment to the environment while meeting the need for cost savings.
Quality in Application :
The 'Eco-Chic' amenity bag is a creative and innovative answer to the Airline's request for eco-conscious products and services on board. Offering this bag to the passengers will let them experience a real physical product made of PET waste. The comfort bag can be recycled again or used by the passenger when travelling or at home. The design of the bag is stylish, contemporary and practical. It has no nylon or synthetic accessories like zippers, buttons or lining. No colorants, inks or chemical treatments have been added to the fabric.
Internal and External Customer Satisfaction :
With the introduction of the eco-chic kit, the airline illustrates their eco-consciousness to the passenger, while offering a stylish amenity kit. It meets the 'greener' expectations of today's passenger, especially in Europe and US region. It also follows the growing demand for 'greener' products and services in all markets not only in the airline industry. From organic cotton t-shirts to soft bamboo bedlinnen, from natural cosmetics to designers bags handcrafted with recycled materials. Both in high street shops as in the exclusive and luxury fashion houses.
CATEGORY THREE - Heavy Equipment
B&W Engineering“ A-LogEqu EVO II”
Innovation :
The A-LogEqu system transfers processes like heating and chilling - up to date done on board at high cost level - back to the ground, to the caterer where they will be done in a cost efficient way.
The further developed EVO II series of the A-LogEqu high-end thermally insulated containers in ATLAS Standard Drawer and ATLAS Standard Unit dimensions now provide the functionality of keeping hot, or cold contents within the required temperature range for up to 24 hours (and even more, depending on the application). That means a performance improvement of approx. 25 % versus the EVO I series.
Like with EVO I, the EVO II A-LogEqu product family consists of 2 runners high, 4 runners high drawer containers in ATLAS dimensions and compatible with ATLAS trolleys and Standard Units. The empty weights are between approx. 3 kg and and approx. 6 kg; the drawers can be used without any certification issues as they are forming contents of trolleys, or commerciallly available Standard Units, only.
The dispenser versions of the EVO II series do have solid inner tanks which are replacing the Bag-in-Box disposables, making the A-LogEqu system even more ecological. (The Bag-in-Box system remains available with EVO II for certain special applications, e.g. juices). The empty weight of the A-LogEqu EVO II series containers has been reduced by approximately 10 % versus the EVO I series; nevertheless, their sturdiness has been improved, significantly, by the use of new, high performing polymeres and alloys.
With the A-LogEqu system, flexible hot beverage service on board without any coffee makers, or water boilers, without any energy comsumption on board, and without any connection to the galley has become possible. As well, hot meals can be brought on board hot, for immediate service without having to wait for the completion of oven cooking cycles, and fresh food, or beverages can be kept chilled without any refirgerators, chilled galleys, or dry ice. Some examples for the on board service enhancement options with A-LogEqu are
- Cup-by-cup service of hot beverages directly from the trolley (Water kept above 65 °C for 24 hours),
- Ice Cream served at the right consumtion temperature, not hard as a bone like when being Cooled with dry ice.
- Return flight / mulitple leg catering of fresh food as well as frozen food. (Example: Sandwiches kept between 0.5 °C and 5 °C for 17 hours, supported by a 1 kg B&W Temperature Accumulator)
- White wine, champagne and beer served at the right temperature, without any refrigerators/chillers, and without any consumtion of dry ice, or electrical enegy on board. (Example: White wine kept below 12 °C for 7 hours without, and 17 hours with B&W Temperature Accumulator).
- Hot meals service on short-haul flights where is no time for oven cooking cycles.
The A-LogEqu EVO II series provide really eco-eco ways of food and beverage service to passengers, being advantageous from the economical, and from the ecological points of view:
- New service options
- Direct savings of maintenance/repair costs
- With A-LogEqu EVO II, the ROI now usually will be below 12 months
- Savings of weight, thereby reduction of fuel consumption and of Carbon Dioxide emissions
- No consumption of electrical energy on board, thereby reduction of fuel burn and Carbon Dioxide emissions (The fuel burnt to provide the electrical energy to operate 1 coffee maker for 4000 flight hours - approx. 1 year of operation - equals to 250 kg Carbon Dioxide emission)
The A-LogEqu system transfers processes like heating and chilling - up to date done on board at high cost level - back to the ground, to the caterer where they will be done in a cost efficient way.
The further developed EVO II series of the A-LogEqu high-end thermally insulated containers in ATLAS Standard Drawer and ATLAS Standard Unit dimensions now provide the functionality of keeping hot, or cold contents within the required temperature range for up to 24 hours (and even more, depending on the application). That means a performance improvement of approx. 25 % versus the EVO I series.
Like with EVO I, the EVO II A-LogEqu product family consists of 2 runners high, 4 runners high drawer containers in ATLAS dimensions and compatible with ATLAS trolleys and Standard Units. The empty weights are between approx. 3 kg and and approx. 6 kg; the drawers can be used without any certification issues as they are forming contents of trolleys, or commerciallly available Standard Units, only.
The dispenser versions of the EVO II series do have solid inner tanks which are replacing the Bag-in-Box disposables, making the A-LogEqu system even more ecological. (The Bag-in-Box system remains available with EVO II for certain special applications, e.g. juices). The empty weight of the A-LogEqu EVO II series containers has been reduced by approximately 10 % versus the EVO I series; nevertheless, their sturdiness has been improved, significantly, by the use of new, high performing polymeres and alloys.
With the A-LogEqu system, flexible hot beverage service on board without any coffee makers, or water boilers, without any energy comsumption on board, and without any connection to the galley has become possible. As well, hot meals can be brought on board hot, for immediate service without having to wait for the completion of oven cooking cycles, and fresh food, or beverages can be kept chilled without any refirgerators, chilled galleys, or dry ice. Some examples for the on board service enhancement options with A-LogEqu are
- Cup-by-cup service of hot beverages directly from the trolley (Water kept above 65 °C for 24 hours),
- Ice Cream served at the right consumtion temperature, not hard as a bone like when being Cooled with dry ice.
- Return flight / mulitple leg catering of fresh food as well as frozen food. (Example: Sandwiches kept between 0.5 °C and 5 °C for 17 hours, supported by a 1 kg B&W Temperature Accumulator)
- White wine, champagne and beer served at the right temperature, without any refrigerators/chillers, and without any consumtion of dry ice, or electrical enegy on board. (Example: White wine kept below 12 °C for 7 hours without, and 17 hours with B&W Temperature Accumulator).
- Hot meals service on short-haul flights where is no time for oven cooking cycles.
The A-LogEqu EVO II series provide really eco-eco ways of food and beverage service to passengers, being advantageous from the economical, and from the ecological points of view:
- New service options
- Direct savings of maintenance/repair costs
- With A-LogEqu EVO II, the ROI now usually will be below 12 months
- Savings of weight, thereby reduction of fuel consumption and of Carbon Dioxide emissions
- No consumption of electrical energy on board, thereby reduction of fuel burn and Carbon Dioxide emissions (The fuel burnt to provide the electrical energy to operate 1 coffee maker for 4000 flight hours - approx. 1 year of operation - equals to 250 kg Carbon Dioxide emission)
CATEGORY FOUR - Skills Development
Thomson Airways“ Innovation In Flight Service”
Innovation :
We launched an innovative inflight product and service, improving performance in service, catering and on board retail. Supported by extensive leadership and service training for crew and as global launch customer for DeSter's "Lean-On-Me" meal tray. The investment in people development supports our vision - 'Making Customer's Feel Special'. Additionally, the unique space saving 'Lean-on-Me' increases available space for a premium inflight sales range. Crew customer service was already highly rated at 79%, the new service has improved on this. Previously a traditional half tray was utilised on all short and mid haul flights.
Quality in Application :
Our new service standards focus our people on creating the best possible experience, resolving issues when they take place. This has been supported hugely by the new catering solution, with a half size tray, with 82 fitting into the space of 56 conventional sized trays. This saves three half carts per flight, improving the availability of retail products (97% to 99.6%), important for the world's third largest inflight retailer. This work was achieved by working with Dester and LSG Skychefs resulting in a reduction in annual spend on catering equipment and labour of 15%.
Internal and External Customer Satisfaction :
Everything we do is designed to support our vision. Our investment in people development improved customer satisfaction with Thomson Airways crew to 81% (+2%), during the summer 2009. This is a fantastic achievement, during this period of massive change. The new catering solution is easy to deliver and ensures that our people have the product they need, when they need it. Improving internal service, freeing up time and effort.
Due the introduction of the new catering, 90kgs has been reduced on every flight, through the removal of hold racking.
We launched an innovative inflight product and service, improving performance in service, catering and on board retail. Supported by extensive leadership and service training for crew and as global launch customer for DeSter's "Lean-On-Me" meal tray. The investment in people development supports our vision - 'Making Customer's Feel Special'. Additionally, the unique space saving 'Lean-on-Me' increases available space for a premium inflight sales range. Crew customer service was already highly rated at 79%, the new service has improved on this. Previously a traditional half tray was utilised on all short and mid haul flights.
Quality in Application :
Our new service standards focus our people on creating the best possible experience, resolving issues when they take place. This has been supported hugely by the new catering solution, with a half size tray, with 82 fitting into the space of 56 conventional sized trays. This saves three half carts per flight, improving the availability of retail products (97% to 99.6%), important for the world's third largest inflight retailer. This work was achieved by working with Dester and LSG Skychefs resulting in a reduction in annual spend on catering equipment and labour of 15%.
Internal and External Customer Satisfaction :
Everything we do is designed to support our vision. Our investment in people development improved customer satisfaction with Thomson Airways crew to 81% (+2%), during the summer 2009. This is a fantastic achievement, during this period of massive change. The new catering solution is easy to deliver and ensures that our people have the product they need, when they need it. Improving internal service, freeing up time and effort.
Due the introduction of the new catering, 90kgs has been reduced on every flight, through the removal of hold racking.
CATEGORY FIVE - Processes and Systems
eGate Solutions“ InFlight Exchange 4 (IFX4)™ Suite of Applications”
Innovation :
IFX4™ is a web-based system that enables an airline and its providers to manage all aspects of the onboard service from design to delivery, monitoring, ordering, billing and analysis. Our fully configurable rules engine is innovative in its design, providing the ability to define and accomplish an unlimited range of system-driven tasks such as adaptive service scheduling, intelligent service ordering, invoice validations with anomaly checking and targeted communications. Managing onboard services is cost critical; the processes vary by airline and change over time. IFX4 configurability allows for adaptation to any airline business model while accommodating process change.
Quality in Application :
IFX4 unique ‘Massive Parallel Processing’ solution underpins the rules engine, ensuring the elimination of many time-intensive manual processes. The ability to group and track any data items as variables used in rule calculations provides automated decision management and identification of data anomalies. Optional reverse invoicing or electronic crosschecking of supplier invoices provides complete accuracy in billing. Service Order adjustments, finely tuned by using rules, optimize meal ordering and catering spend through waste reduction. A collaborative approach to pricing and specification data entry between the airline and supplier increases efficiency and removes duplication of effort.
Internal and External Customer Satisfaction :
IFX4 benefits airlines and their suppliers, providing a portal that securely pushes all communication of requests and changes to the precise target audience. The complexity of data change management is significantly simplified by sharing system access with suppliers via the Internet. This allows airlines to streamline the management of In-flight Services, releasing resources to focus their efforts on value-added initiatives. Instant visibility of the current operation through service demand forecasting, cost impact, average meal price and meal wastage analysis allows both the airline and suppliers to achieve savings through accurate resource and product planning.
IFX4™ is a web-based system that enables an airline and its providers to manage all aspects of the onboard service from design to delivery, monitoring, ordering, billing and analysis. Our fully configurable rules engine is innovative in its design, providing the ability to define and accomplish an unlimited range of system-driven tasks such as adaptive service scheduling, intelligent service ordering, invoice validations with anomaly checking and targeted communications. Managing onboard services is cost critical; the processes vary by airline and change over time. IFX4 configurability allows for adaptation to any airline business model while accommodating process change.
Quality in Application :
IFX4 unique ‘Massive Parallel Processing’ solution underpins the rules engine, ensuring the elimination of many time-intensive manual processes. The ability to group and track any data items as variables used in rule calculations provides automated decision management and identification of data anomalies. Optional reverse invoicing or electronic crosschecking of supplier invoices provides complete accuracy in billing. Service Order adjustments, finely tuned by using rules, optimize meal ordering and catering spend through waste reduction. A collaborative approach to pricing and specification data entry between the airline and supplier increases efficiency and removes duplication of effort.
Internal and External Customer Satisfaction :
IFX4 benefits airlines and their suppliers, providing a portal that securely pushes all communication of requests and changes to the precise target audience. The complexity of data change management is significantly simplified by sharing system access with suppliers via the Internet. This allows airlines to streamline the management of In-flight Services, releasing resources to focus their efforts on value-added initiatives. Instant visibility of the current operation through service demand forecasting, cost impact, average meal price and meal wastage analysis allows both the airline and suppliers to achieve savings through accurate resource and product planning.
CATEGORY SIX - Inspirations
Panasonic“ Panasonic Flight Path ”
Innovation :
Flight Path dramatically changes how passengers manage their journey within the IFE, creating a visually stimulating and engaging interaction that lasts through the duration of the flight. For instance, current IFE interactive platforms only allow passengers to explore and select food & beverage options in a static manner. With Flight Path, the paradigm shifts to an event-driven, content-rich model where the passenger’s meal options are controlled and personalized through a visual timeline over the duration of their flight. Entertainment and shopping options are also presented within the context of the flight’s location and duration, creating a truly interactive experience.
Quality in Application :
Flight Path is an interactive platform that engages passengers in new ways. The application can increase efficiencies and generate revenue for airlines, while providing a more enjoyable flight experience. Multiple non-concurrent events running in the background define and drive the food & beverage experience for the passenger, including revenue generating opportunities for the airline through integrated advertisement, sponsorships and product placement. For example, passengers can be notified to opt-in to a wine tasting session. Passengers can join a chat session to talk with other passengers and ask crew for recommendations on food pairings available for purchase onboard.
Internal and External Customer Satisfaction :
Flight Path is a revolutionary interactive platform that offers airlines new revenue channels and a unique brand platform that incorporates elements of social networking and eCommerce to personalize and monetize the passenger’s meal experience. Flight Path is the next step in the interactive IFE experience where passengers can seamlessly explore food & beverage menus, shop virtual stores, book reservations at local restaurants and access tourist & destination-based information via photos, videos and blogs. Flight Path can be integrated and blended seamlessly with applications such as In-Flight Services, Shopping, Pay-Per-Service, In-Flight Communicator and Surveys to provide airlines a comprehensive food & beverage solution.
Flight Path dramatically changes how passengers manage their journey within the IFE, creating a visually stimulating and engaging interaction that lasts through the duration of the flight. For instance, current IFE interactive platforms only allow passengers to explore and select food & beverage options in a static manner. With Flight Path, the paradigm shifts to an event-driven, content-rich model where the passenger’s meal options are controlled and personalized through a visual timeline over the duration of their flight. Entertainment and shopping options are also presented within the context of the flight’s location and duration, creating a truly interactive experience.
Quality in Application :
Flight Path is an interactive platform that engages passengers in new ways. The application can increase efficiencies and generate revenue for airlines, while providing a more enjoyable flight experience. Multiple non-concurrent events running in the background define and drive the food & beverage experience for the passenger, including revenue generating opportunities for the airline through integrated advertisement, sponsorships and product placement. For example, passengers can be notified to opt-in to a wine tasting session. Passengers can join a chat session to talk with other passengers and ask crew for recommendations on food pairings available for purchase onboard.
Internal and External Customer Satisfaction :
Flight Path is a revolutionary interactive platform that offers airlines new revenue channels and a unique brand platform that incorporates elements of social networking and eCommerce to personalize and monetize the passenger’s meal experience. Flight Path is the next step in the interactive IFE experience where passengers can seamlessly explore food & beverage menus, shop virtual stores, book reservations at local restaurants and access tourist & destination-based information via photos, videos and blogs. Flight Path can be integrated and blended seamlessly with applications such as In-Flight Services, Shopping, Pay-Per-Service, In-Flight Communicator and Surveys to provide airlines a comprehensive food & beverage solution.
Winners of the 2009 Mercurys, presented in Cologne, March 2010.