Events such as pandemics, economic downturns, natural disasters, etc. – can have an outsized impact on people’s desire and ability to travel. One of these events that drastically impacted the aviation industry was the COVID-19 pandemic. With stay-at-home orders in effect across many countries – and borders closed to international travelers – airlines were among the most impacted businesses during this very difficult time.
In this environment, it would seem almost impossible to launch a new airline. But that’s exactly what Japan Airlines (JAL) did with its new carrier, ZIPAIR.
In 2020, during the peak of the COVID-19 pandemic, JAL launched ZIPAIR, a brand that it marketed as a “Right Cost Carrier” that fits in the “sweet spot” between a full-service carrier (FSC) and a low-cost carrier (LCC).
This concept appeals to the notion that each customer experience is unique, and offerings from airlines should reflect that fact. The approach allows passengers to pay for only what they want and not be charged for things that they don’t want or need.
However, for this system to work effectively, an airline needs the advanced technologies and connectivity necessary to understand what passengers will require when they get in the air.
Data drives in-air insights.
ZIPAIR realized they would need a new digital infrastructure to give customers a quality customized journey at various price points. In addition, this new system would also need to improve aircrew operations and help them do their jobs more efficiently.
Collins Aerospace and ZIPAIR collaborated to find and implement a better approach to inflight meal service, leveraging in-air connectivity and advanced technologies.
Working collaboratively with ZIPAIR, Collins Aerospace was able to implement a solution that would enable the airline to proactively anticipate what passengers would want and need, ensuring access to the amenities passengers requested without increasing waste and unnecessary expenses.
A great example of this can be evidenced in ZIPAIR’s meal and catering services. Traditionally, airlines load a specific amount of meals onto the aircraft. This involves speculation of not only the number but also the types of meals passengers want. This guesswork entails frequent food wastage. Additionally, traditional inflight orders require a tedious process with at least seven steps.
Collins Aerospace and ZIPAIR collaborated to find and implement a better approach to inflight meal service, leveraging in-air connectivity and advanced technologies. As part of this approach, Collins Aerospace introduced its electronic cabin bag (eCB) solution, which delivered an internet-enabled, streamlined catering and inflight purchasing process.
With this solution, passengers can peruse a constantly updated online catalog of available products from their devices. Once the passenger finds something they want, all they need to do is enter their credit or debit card information online to make the purchase. Once payment is cleared, the aircrew receives a notification of the purchase and location of the desired item so it can be easily delivered to the correct seat. Afterward, a receipt is sent to the passenger’s email address on file.
The eCB solution reduces the seven-step process to four streamlined steps. But it also helps airlines to reduce food waste and cut related operating expenses.
Another feature of eCB is the ability for passengers to pre-select their meals before the flight based on individual tastes, diets, and preferences. This helps ZIPAIR decrease food waste since all perishable food loaded onto the aircraft is primarily based on pre-orders.
Together, this reduction in food waste, lighter weight, higher fuel efficiency, and ability to fly with smaller crews is reducing operating expenses and increasing the airline’s profitability.
By reducing the amount of food wasted per flight, ZIPAIR is not only eliminating the overhead cost of food that didn’t sell, but it’s also cutting other expenses.
The decrease in wasted food also reduces aircraft weight and fuel consumption. Also, since aircrews no longer need to push heavy trolley carts up and down the aisle to offer food and beverages, less aircrew is needed on each flight. Compared to some full-service carriers, ZIPAIR can run their flights with approximately half the cabin crew.
Together, this reduction in food waste, lighter weight, higher fuel efficiency, and ability to fly with smaller crews is reducing operating expenses and increasing the airline’s profitability.
Enhancing passenger experience while delivering piece-of-mind
Not only does eCB deliver a customized experience that matches a passenger’s journey, but it also ensures safe and secure purchasing. Only a few traditional carriers have the ability to authorize credit cards inflight. Normally, these traditional carriers must bulk authorize credit card purchases after the aircraft lands.
Collins Aerospace and ZIPAIR collaborated to develop a system where credit card purchases are immediately authorized when a passenger makes a purchase. Collins Aerospace also worked with a PCI Qualified Security Assessor (QSA) to make sure eCB offers full compliance across PCI, DSS, and SAQ D requirements while the eCB gathers, stores, and transmits credit card information.
This system saves the airline hundreds of thousands of dollars annually and reduces the cyber risk of inflight credit card purchases for the passenger.
ZIPAIR’s approach to delivering a personalized and efficient passenger experience, decreasing food waste, saving time and operating costs, reducing points of friction, and enhancing security while increasing customer purchasing were achieved through IT automation and connectivity, and has the company primed for continued success.
To learn more about ZIPAIR, click HERE.
