INTER V IEW
We don’t look at the
catalogues – we’re
writing our own
catalogue”
aircraftinteriorsinternational.com
NOVEMBER 2019 055
DANIEL KERZNER,
VIRGIN ATLANTIC’S VICE
PRESIDENT OF CUSTOMER
EXPERIENCE, DISCUSSES
CATALOGUE OPTIONS, CHANGING
PASSENGER PREFERENCES, THE
CHALLENGE OF KEEPING UP WITH
THE TECH CURVE, AND
INNOVATION SAFARIS
Inte r vie w by Adam Gavine
W e met Daniel Kerzner in an
aircraft cabin, one of his favourite
environments. This was not just
any cabin, however, but the heavily
customised cabin of Red Velvet, Virgin
Atlantic’s first A350-1000, a space made
the airline’s own by Kerzner and his
in-house team of designers. To start the
conversation we raise the issue of
airframers being keen to have airlines take
up their catalogue options when airlines
have their own creative ideas. Where some
may see limits, Kerzner sees opportunity.
“I think it’s an opportunity for our
in-house design team to push the
envelope. We work very closely with
suppliers to really look for opportunities to
create great products that are different. For
example on our A350 it’s features like the
mood lighting, the branding laminates at
the front of the cabin, and the largest
translucent panel on board an aircraft,
which is in our Loft social space. We
won’t buy a social space out of a catalogue,
so nobody else has what we have.
“Trim and finish is a good example of
an area where we write our own rulebook.
We don’t look at the catalogues – we’re
writing our own catalogue. And I think
that’s an area where there’s an opportunity
for airlines to push themselves. Our
in-house design team has created product,
materials trim and finish that are unlike
anything else in the sky.
“It’s not a question of being happy with
what’s on offer; it’s whether you are doing
everything you can to work with supplier
partners to bring your designs to the
next level. You need to be a brand that
empowers you to be able to push, and that
recognises the difference in doing that. So
if you have a choice, you need to choose
in favour of your people and in favour of
your customers. Every step along the way
/aircraftinteriorsinternational.com