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Mercury Award - Previous Winners
As a reminder of previous winners, the list below shows the winners of the Mercury Award since its creation in 1986.
2006
Qantas“In the Zone”
The winner of Gold in Category 4 and the overall winner of the 2006 Mercury Award is QANTAS AIRWAYS.
"In the Zone consists of an innovative training and communications initiative designed for a global crew community, to support an Economy class product and service relaunch March 2006.
This transformational approach moved the business from the traditional, single channel training and communication model, to a multi-media, interactive development program.
The internal branding strategy inspired increased levels of crew engagement and brand advocacy. Significant improvements in performance linked to customer satisfaction levels, leadership, service delivery skills and financial benefits were achieved. The effectiveness of the integrated program, leveraging a variety of channels, established our platform for the future."
"In the Zone consists of an innovative training and communications initiative designed for a global crew community, to support an Economy class product and service relaunch March 2006.
This transformational approach moved the business from the traditional, single channel training and communication model, to a multi-media, interactive development program.
The internal branding strategy inspired increased levels of crew engagement and brand advocacy. Significant improvements in performance linked to customer satisfaction levels, leadership, service delivery skills and financial benefits were achieved. The effectiveness of the integrated program, leveraging a variety of channels, established our platform for the future."
2005
Gulf Air“Sky Nanny”
The winner of Gold in Category 1 and the overall winner of the 2005 Mercury Award is GULF AIR with Sky Nanny.
120 cabin crew have been trained by Norland. They fly as part of the ordinary crew complement but are responsible for children throughout the flight (a Sky Nanny doing Bahrain lounge duty hands her charges over at the aircraft door).
One Sky Nanny can look after up to 20 kids. Activities include pacifying, arranging food, art competitions, onboard birthday celebrations, poloraid photos. Kids have their own frequent flyer programme, and a mascot Gulfy. Sky Nannies are paid a supplement for their additional skills (duties finish post-flight, on the ground).
120 cabin crew have been trained by Norland. They fly as part of the ordinary crew complement but are responsible for children throughout the flight (a Sky Nanny doing Bahrain lounge duty hands her charges over at the aircraft door).
One Sky Nanny can look after up to 20 kids. Activities include pacifying, arranging food, art competitions, onboard birthday celebrations, poloraid photos. Kids have their own frequent flyer programme, and a mascot Gulfy. Sky Nannies are paid a supplement for their additional skills (duties finish post-flight, on the ground).
2004
Aeroboutique“TrolleySAFE”
The winner of Gold in Category 5 and the overall winner of the 2004 Mercury Award is Aeroboutique with TrolleySAFE.
TrolleySAFE is a securized trolley for retail onboard items. This specific trolley (Atlas size) is structurally reinforced and is equiped with an electronic tracking system. This concept is reporting fully automaticaly all events appenned during the trolley use.
The result onboard Air France is a reduction of the shrinkage of 73%.
It preserves safety of goods and passengers.
TrolleySAFE is a securized trolley for retail onboard items. This specific trolley (Atlas size) is structurally reinforced and is equiped with an electronic tracking system. This concept is reporting fully automaticaly all events appenned during the trolley use.
The result onboard Air France is a reduction of the shrinkage of 73%.
It preserves safety of goods and passengers.
2003
Britannia Airways Limited“Cabin Crew Handheld Personal Digital Assistant”
Britannia, part of the mighty TUI group, won the award for its relevance in today's changing travel and hospitality industry. The airline found that its point of sale POS consoles on inflight duty-free trolleys were, to say the least, sometimes temperamental. This put added pressure on cabin crew. It delayed sales, and thus cut back potential for crew commission. It also left unhappy customers unable to purchase items.
Rather than replace them, the decision was made to give all 1,600 crew their own Casio E800 personal digital assistants PDAs. Yes, this was considerable investment, but Britannia Airways' inflight food and supply manager Melanie Berry realised the PDAs could be used for so much more than duty-free transactions. They could, and they did, become one-stop information for crew. Now scheduling rosters, personal calendars and all required manuals are on PDAs, as are all safety notices - and head office audits whether or not these have been read. Other features include manifest (list of who is on board and sitting where) for a flight, with details of special meals, special needs and so on. Customer satisfaction monitoring is now done via passengers being asked to note on a PDA instead of filling out a form.
As far as duty-free is concerned, all pricing, exchange rates and product descriptions are held in the PDAs. Transactions can be effected, and by wireless communication to a small printer, receipts given.
Another special feature much appreciated by all cabin crew is that they are the vehicle for crews' own personal e-mails, and choice of music. Crew also comment on how they now merely have to carry a PDA onboard rather than at least 15 printed pages of information on one particular flight.
Rather than replace them, the decision was made to give all 1,600 crew their own Casio E800 personal digital assistants PDAs. Yes, this was considerable investment, but Britannia Airways' inflight food and supply manager Melanie Berry realised the PDAs could be used for so much more than duty-free transactions. They could, and they did, become one-stop information for crew. Now scheduling rosters, personal calendars and all required manuals are on PDAs, as are all safety notices - and head office audits whether or not these have been read. Other features include manifest (list of who is on board and sitting where) for a flight, with details of special meals, special needs and so on. Customer satisfaction monitoring is now done via passengers being asked to note on a PDA instead of filling out a form.
As far as duty-free is concerned, all pricing, exchange rates and product descriptions are held in the PDAs. Transactions can be effected, and by wireless communication to a small printer, receipts given.
Another special feature much appreciated by all cabin crew is that they are the vehicle for crews' own personal e-mails, and choice of music. Crew also comment on how they now merely have to carry a PDA onboard rather than at least 15 printed pages of information on one particular flight.
2002
QimiQ“QimiQ”
QimiQ is the serious alternative for cooking and baking. It makes cooking cheaper, easier, healthier and quicker. QimiQ totally or partially replaces gelatine, fat, eggs and cream and is a versatile ingredient for use in full fat foods and dietary supplements since it can be combined with any other food.
It cuts the costs of purchase and storage, preparation time and wastage. QimiQ retains consistency, shape and appearance without drying out, discolouring, separating, curdling or clotting despite presentation times and the addition of acidic ingredients or heat.
It cuts the costs of purchase and storage, preparation time and wastage. QimiQ retains consistency, shape and appearance without drying out, discolouring, separating, curdling or clotting despite presentation times and the addition of acidic ingredients or heat.
2001
Air Dolomiti“Four Seasons Program”
The overall 2001 winner of Mercury, for innovation and successful application in transport hospitality, is Air Dolomiti, for its Four Seasons programme. The Villafranca-based airline, a Lufthansa partner, has 72% repeat business, and management strives continuously to give these frequent travellers something new (which also eliminates flight attendant boredom). Air Dolomiti is, therefore, constantly evolving its original inflight concept.
As part of the Four Seasons promotion, which was introduced late 2000, flight attendants' dark or mid-teak uniforms, designed by Martinelli, have been worn with season shirts in blended, tie-dye-type colours. These shirts are complemented by seasonal inflight serving aprons - and they match menu covers, paper napkins and other collateral, all blended for the season. The shirts and other items are also sold in the onboard boutique. Air Dolomiti has also brought in make-up training for attendants, so that they know how best to make up appropriately for the season.
(Air Dolomiti only has female attendants, who all seem to have come straight off a catwalk.)
As part of the Four Seasons promotion, which was introduced late 2000, flight attendants' dark or mid-teak uniforms, designed by Martinelli, have been worn with season shirts in blended, tie-dye-type colours. These shirts are complemented by seasonal inflight serving aprons - and they match menu covers, paper napkins and other collateral, all blended for the season. The shirts and other items are also sold in the onboard boutique. Air Dolomiti has also brought in make-up training for attendants, so that they know how best to make up appropriately for the season.
(Air Dolomiti only has female attendants, who all seem to have come straight off a catwalk.)
2000
British Airways“21st Century Air Travel”
British Airways has introduced in 2000 the biggest ever programme of brand innovation both on the ground and in the air.
The new "Club World" business class has the first ever fully flat bed in a new cabin environment with totally new meal service equipment and menus. With "World Traveller Plus" British Airways is the first major airline to offer four cabins for travel on a world wide basis.
In "Club Europe" we offer ten different check-in options from the UK, a new 18 kilo hand luggage allowance and a range of innovative menus presented on new photographic imaged china with linen and glassware.
The new "Club World" business class has the first ever fully flat bed in a new cabin environment with totally new meal service equipment and menus. With "World Traveller Plus" British Airways is the first major airline to offer four cabins for travel on a world wide basis.
In "Club Europe" we offer ten different check-in options from the UK, a new 18 kilo hand luggage allowance and a range of innovative menus presented on new photographic imaged china with linen and glassware.
