INDUSTR Y R E COV ERY
“ All stakeholders – from human resources to
ancillary services – need to work in perfect
harmony… to communicate to passengers that
a long-term plan is in place on how to handle
Smooth operators
aircraftinteriorsinternational.com
024 JUNE 2020
this health crisis”
Dr Stathis Kefallonitis, Branding.Aero
“We are currently reacting to the pandemic by
implementing enhanced procedures to support the wellbeing
of our customers and employees,” says Agnew.
“It’s too soon to know what the ‘new normal’ might be
for us in the future; however, safety will always remain
Southwest’s uncompromising priority.”
But as veteran passenger engagement specialist,
Dr Stathis Kefallonitis, founder and president at
Branding.Aero, points out, safety is very much a state
of mind for many passengers these days. And with
passenger anxiety at an all-time high, it might take more
than a pre-meal service sanitised wipe to set passengers’
minds at ease right now.
Kefallonitis has a diverse background that ranges
from industrial design to brand experience, to emotional
marketing and consumer behavioural attitudes, and he
advises clients including IATA, Airbus, APEX and IFSA.
“Passengers are human beings above all else,” says
Kefallonitis. “And as such, they might not always know
how best to articulate how they feel as they experience
the rush of conflicting emotions that air travel in a postpandemic
world may represent.
“Under stress, many of us overthink things, worry
about the unknown and, at the same time, our ability
to make decisions is affected,” explains Kefallonitis. “All
stakeholders – from human resources to ancillary services
– need to work in perfect harmony… to communicate to
passengers that a long-term plan is in place on how to
handle this health crisis.”
He adds that airlines and airports will be expected to
perform a host of new tasks, including some measures
that may be introduced on a short-term basis and
some that are here to stay a little longer. Whatever
their duration, ensuring that these new protocols
are maintained properly is key to their success.
“Maintaining honest and clear communications
at each passenger contact point is also important to
ensure the safety and overall well-being of employees
and guests,” says Kefallonitis.
One excellent way to accomplish this, suggests
Kefallonitis, is through enhanced employee training
initiatives.
The cleanest cabins will have the minimum of
areas that could be dirt traps, so design agency,
Pierrejean Vision, has designed a bench-like
premium seat concept with few gaps and recesses,
and a lacquered finish that is easy to clean.
“Materials are going to be key, with every seat,
surface and cover having the capability to be easily
cleaned,” explains Jacques Pierrejean, founder
of the studio. “We will have to think of airplanes
more like hospital spaces – comfortable, yet
always prioritising cleanliness and hygiene.”
“I strongly believe that
we will one day look
back at this crisis as a
catalyst for positive
change in aviation”
Pieter Elbers
president & CEO
KLM
/aircraftinteriorsinternational.com