INTER V IEW
we visit the places our customers spend time when they’re
not in a plane and look for inspiration, which can be used
to help define our trim and finish, our materials, our
lighting, our product offering, and how we use
technology.
“That’s where we seek inspiration from, and I think
our customers see the results. For example,
passengers can pair with the Bluetooth in the
Loft on our A350, so we’re bringing things
from the rest of their lives on the plane. It’s
not an expectation on a plane, but it is part
of how customers live their lives.”
DEMOGRAPHICS
Customer tastes and preference are always
changing, as indeed are customer
demographics. As Kerzner says, “I think
the passenger mix is broadening in terms
of the types of passengers flying today.”
So what are the changes that airlines
need to respond to?
“A big change that we’re seeing is that
people want to travel on their own terms
and they expect us to be able to give them
the flexibility to do that.
“There’s also definitely a push for ‘casual
quality’. Our customers want to eat what
they want when they want, and they want
to be able to use their own technology. They
want the inflight experience to be casual,
but they also want the utmost quality.”
SUSTAINABILITY
Given concerns about the environment,
aviation is increasingly expected to reduce
its impact, not just on emissions but the
passenger experience.
aircraftinteriorsinternational.com
060 NOVEMBER 2019
The most sustainable
amenity kit
Virgin Atlantic has introduced a
sustainable amenity kit for Upper
Class and Premium passengers.
Kerzner describes the kit as “the most
sustainable amenity kit in the air”,
adding that “the only way for it to be
more sustainable would be not to
have an amenity kit at all. Hopefully
what we’re doing for sustainability
will be being picked up by a lot of
other airlines.”
Named ‘Goodie Bags’, the kits are
made from recyclable Kraft paper and
filled with sustainable treats, including
REN Clean Skincare products (lip balm,
hand cream and face cream), a fullsize
@Bambuubrush toothbrush, a
satin eyeshade with Velcro fastening,
socks, ear plugs in paper packaging,
toothpaste and a Kraft paper pen.
In economy, sustainable items
such as eye masks, ear plugs, dental
kits, socks and pens will be available
on request, further contributing to
the reduction of single-use products
and waste. According to the airline,
compared with the previous kits
offered, the Goodie Bags save of 945
tonnes of plastic per year, equal to the
weight of more than six A350-1000s.
“I think sustainability is the new luxury. Whereas
before customers would have said they wanted
sustainability, they now expect it, and for it to be
great quality. They don’t want to see bedding or lounge
wear wrapped in single-use plastics anymore, so we
no longer use it. The demographic of our customer
base expects us to be sustainable, but they also want
to be able to take products with them, and we want
them to wear their lounge wear and socks off the plane,”
says Kerzner.
“I think in many cases they expect something that
replicates how they live the rest of their lives.”
Kerzner’s r ules
ABOUT DANIEL Originally from Toronto, Daniel has
Daniel is vice president at Virgin Atlantic,
where he leads the customer experience
team. Together, they shape and define
the strategic vision of customer
experience for Virgin Atlantic in the air
and on the ground.
Prior to joining Virgin Atlantic in 2017,
Daniel spent 13 years working in various
senior leadership roles for Starwood
Hotels & Resorts. During this time, he
oversaw a range of global marketing and
customer experience programmes which
he says have been recognised as best-inclass
within the industry.
lived in New York, Singapore, Brussels
and now London. Daniel is an avid
explorer who has travelled extensively,
to almost 100 countries and all seven
continents.
VIRGIN BELIEVES THE GOODIE BAG,
DEVELOPED WITH GALILEO WATERMARK, IS
AS SUSTAINABLE AS AN AMENITY KIT CAN GET
LOVE WHAT
YOU DO
Passion is contagious.
I used to look forward
to weekends. Now
I can’t wait for
Mondays
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