A study by Harvard University indicates that flying can be safer than grocery shopping, in terms of Covid-19. The research substantiates how a layered approach of Non-Pharmaceutical Interventions (NPI) such as wearing masks, temperature screening and distancing protocols together with an effective onboard ventilation system dilute and reduce the risk of the virus transmission on aircraft.
With travel becoming a rather niggling activity due to the several restrictions, it only makes sense for airlines and other aviation industry members to focus on upgrading as well as introducing new protocols that ensure physical and mental wellbeing of passengers.
A dedicated wellness personnel, rigorous cleaning procedures, revamped inflight services, hygiene kits and Covid-19 covers are few of the many measures that airlines are adopting to assure passengers of the safety of air travel, even amidst the pandemic.
For instance, Indian full-service carrier Vistara, through its #FlyingFeelSafeAgain and #FlyerCODE campaigns, is raising awareness about safe air travel and has been in constant touch with travellers to inform them about their customer-centric initiatives.
A Vistara spokesperson said, “The result of our latest customer survey validates the impact of our efforts. Two out of every three customers who responded to the survey thought that flying is the safest mode of travel, while 63 per cent of the respondents expect to take their next flight by February 2021.
Furthermore, 71 per cent of customers rated us 8/10 or higher for their confidence in the airline ensuring their health and safety. Our customers also gave us ratings of 4.1/5 and 4.2/5 for international and domestic travel, respectively, on ease of finding Covid-19 information.”
Wellness Experts
Humans aren’t built to not interact; and so when it comes to undertaking that short, medium, or long-haul flight during this ongoing Covid-19 period, travellers will rely on the fellow beings, primarily cabin crew to seek comfort and deal with travel anxiety.
Realising the importance of ensuring that a guest can travel with greater peace of mind especially in such times, airlines worldwide are now inducting health and wellness experts onboard, whose key duty is to take care of passenger wellness.
The Abu Dhabi-based Etihad Airways has been in the forefront of this initiative with the deployment of Wellness Ambassadors across its network, and was the first airline to do so.
Neerja Bhatia, Etihad Airways’ vice president, Indian Sub-continent says, “Our multi-lingual team of Wellness Ambassadors, who undergo special training at our training facilities in Abu Dhabi and online, are available round the clock to provide essential travel health information and care so guests can fly with greater peace of mind. They will also help to ensure that global health and hygiene regulations are being fully adhered to, keeping guests protected when they travel.
“Prior to their journey, guests can reach out to them 24/7 via our live web-chat. They are present on ground at Abu Dhabi International Airport to ensure the same levels of care and support are provided at every point of the customer journey through the airport, from check-in to lounges and boarding, so that guests can fly with added comfort, security and confidence.”
Another case in point is Turkish Airlines; its Hygiene Experts are in charge of lavatory disinfection and enforcement of all onboard hygiene and social distancing measures. Likewise, Fiji Airways has medically qualified Customer Wellness Champions — the role manages and maintains wellbeing, customer medical safety and promotes wellness through service interactions with passengers and crew on board and on the ground.
Hygiene kits
Supplying a good hygiene kit is a key aspect of the aviation industry’s current cleanliness module, and will continue to be so even in the post-Covid era. From Delta to Qatar Airways, airlines are rolling out thoughtfully compiled hygiene kits to offer travellers added comfort.
Delta’s complimentary care kit features a disposable face mask; Purell hand sanitiser gel pouches and an information card detailing safety measures. Qatar Airways’ complimentary protective kit has a single-use surgical face mask, large disposable powder-free gloves and an alcohol-based hand sanitiser gel. Economy class passengers are required to wear face shield visor in addition to their face mask or covering throughout the flight, except when they are served their meals or drinks. Business class customers are asked to wear their face shield and mask onboard at their own discretion, as they have more space and privacy.
Cathay Pacific’s Cathay Care kit includes essentials such as face coverings and sanitisers. The airline has upgraded the levels of Personal Protective Equipment (PPE) used by the crew and staff while preparing and distributing meals onboard. For further protection during the meal service, the cabin crew wears gloves and face coverings across cabins.
Etihad Airways offers antimicrobial treated snood style face masks for business and first class customers. The reusable snoods have been treated with “a broad spectrum antimicrobial treatment, laboratory tested and proven to reduce the presence of germs in fabrics”. The Microbe Barrier fabric treatment adds a long-lasting protective barrier, enabling them to be washed and reused.
Safe Dining
Well, who doesn’t love a lavish meal at 30,000 feet? But what the situation demands from us at present, is a more prudent F&B approach that is regulated by minimum contact and digital ordering.
British Airways has introduced a new ordering system in its lounges to reduce contact and they also have a new food service in place, which reduces human interaction.
On long-haul flights, Singapore Airlines (SIA) has introduced a single tray service in First Class and Business Class in place of a table layout service. To boost the inflight dining experience even during this period, SIA is progressively reintroducing customer favourites such as the signature satay and garlic bread.
Onboard Qatar Airways as well, business class meals are served covered on a tray instead of a table set up, and a cutlery wrap is offered to passengers as an alternative to individual cutlery. The airline has also introduced single-use menu cards and sealed refreshing wipes.
On the domestic front, Vistara has been offering limited meal options, served to each passenger on a single tray, as per the regulatory guidelines. The menu has been curated considering the nutrition values and wellness of passengers.
Interestingly, immunity boosting drinks like haldi doodh (turmeric milk); tulsi (holy basil)-mint shikanji (lemonade) and rasam (spicy-sweet-sour stock) are very much in demand across Indian airports.
Leveraging tech
In the current scenario, it is imperative for airlines to guarantee that passengers’ travel needs are guarded, right from the moment they step out of their homes. Technology comes handy in this situation as showcased by global airlines like Cathay Pacific, Singapore Airlines and Etihad Airways.
Elaborating on how the flag carrier of Hong Kong is utilising technology, Anand Yedery, regional head of marketing and sales, south Asia, middle east and Africa at Cathay Pacific says, “We believe it is our responsibility to communicate with our customers and keep them abreast with all relevant information.
“Through multiple channels such as our website, the dedicated customer care numbers, the recently introduced WhatsApp chat feature, social media channels and our newsletters, customers can be rest assured that we are providing them with the latest travel updates. We are dedicated to being with our customers at every step of their journey, ensuring they have a seamless and superior travel experience with us.”
Similarly, the SingaporeAir mobile app is being enhanced to provide customers with more information about the travel and health restrictions across SIA’s network; and is personalised according to bookings. The company is also developing a Print-n-Go solution, which would allow customers to print their boarding pass and baggage tags at airport self-service kiosks in a contactless way via the SingaporeAir mobile app or a QR code.
Onboard, SIA’s e-Library has proved to be the ideal digital replacement for the newspapers, magazines and seat-back literature that have been removed from aircraft. This is available via the SingaporeAir mobile app, and provides access to more than 150 international newspapers, magazines and other reading material. The airline also offers the world’s first Companion App, which allows customers to control KrisWorld, SIA’s inflight entertainment (IFE) system, via their mobile devices.
Etihad Airways has partnered with Sitata, a Canadian travel risk management company, to launch an interactive travel map on etihad.com. The travel map uses advanced computer algorithms to detect new travel information across the globe.
With this, Etihad’s guests have easy access to a comprehensive overview of the Covid-19 situation at each destination in the airline’s network, while booking their flights.
They have also tied up with Medicus AI to launch a Covid-19 risk-assessment tool that empowers guests to make informed decisions about travelling. The tool guides guests in evaluating the probability of having contracted Covid-19 by responding to a set of 22 questions based on World Health Organisation (WHO) guidelines.
Covid-19 cover
Taking into account the financial and medical challenges associated with travelling during a pandemic, many airlines have started offering free cover for Covid-19-related expenses.
Emirates was the first, announcing that it would provide free global cover for Covid-19 health and quarantine expenses. The airline recently expanded this insurance coverage, adding multi-risk travel cover for all passengers from December 1.
Virgin Atlantic also launched a Covid-19 global insurance cover with Allianz Assistance. The cover includes 24-hour emergency medical assistance; additional costs should a customer be denied boarding due to suspected or actual Covid-19 infection, or if they are held in quarantine and require repatriation home, including private air ambulance where necessary among others.
Foreign visitors can now purchase inbound travel insurance coverage for Covid-19 related costs incurred in Singapore, Changi Airport Group (CAG), Singapore Tourism Board (STB) said in a joint statement.
Lee Seow Hiang, Changi Airport Group’s chief executive officer said, “We have been actively engaging the insurance community since August this year, through an Expression of Interest (EOI) exercise, to develop inbound travel insurance products as Singapore progressively reopens. We noticed such products were not available in the market and wanted to encourage insurers to develop such products and offer them to travellers at a reasonable price.”
Collective Approach
The aviation sector is observing several collective initiatives that are being rolled out to regain passenger confidence in travel.
An example of this is how Japan Airlines (JAL) and All Nippon Airways (ANA), under the direct supervision of The Nippon Care-Fit Education Institute, formulated a new accessibility guideline for customers requesting special assistance at the airport and during the flight.
The airlines jointly introduced new measures to provide assistance involving physical contact; and strengthening the ability to provide timely information for those with visual and/or hearing impairment. The carriers are providing visual aids at the airport to overcome the difficulties that masks create for the hearing impaired.
Similarly, British Airways, American Airlines, and Oneworld have launched an optional Covid-19 medical-based testing trial on select flights from the United States to London Heathrow. This combined effort aims “to scientifically demonstrate how Covid-19 testing can reopen international travel and remove the need for passengers to quarantine on arrival.”
