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Satisfaction with North American airlines hits new high

Alaska Airlines

Newer aircraft, better overhead lockers and cheap fares have seen satisfaction with airlines among North American passengers hit a new high.

Despite an ongoing torrent of online complaints, the annual J.D. Power North America Airline Satisfaction Study found overall passenger satisfaction hit a record 762 out of 1000 in 2018, up six points on 2017.

The study looked at 11,508 passengers who flew on a North American airline between March, 2017 and March, 2018.

READ Qantas poised to activate A330 wi-fi.

It covered seven areas (in order of importance): cost and fees; in-flight services; aircraft; boarding/deplaning/baggage; flight crew; check-in; and reservation.

The overall improvement was driven with increased satisfaction with aircraft (up 15 points), a better experience with boarding, deplaning and baggage (up 10 points) as well as with reservations (up 11 points).

Surprisingly, satisfaction with costs and fees rose eight points.

A downside was device connectivity: passengers with seatback screens were more satisfied than those forced to use their own devices.

WATCH Virgin Galactic fires up.

People using their own devices felt the variety of in-flight entertainment was not as good.

“With a single exception, airlines in North America show consistent improvements across all the factors, from booking a ticket to handling luggage,” said Michael Taylor, Travel Practice Lead at J.D. Power.

“Operationally, it’s never been a better time to fly. Passengers perceive greater value in ticket prices, checking in has never been easier, passengers are more satisfied with the actual aircraft and airlines have improved their baggage-handling performance.

“The exception is in the in-flight services factor, which includes food, beverage and entertainment systems.”

Alaska Airlines (775 points)  topped the traditional airline rankings for the 11th consecutive year followed by Delta Air Lines (767 points). American Airlines (729 points) and United Airlines (708/points) were both below the traditional carrier segment average of 741 points.

The study said Alaska performed particularly well in all seven areas with much of the improvement coming from new overhead bins that better fit roll-on bags.

Southwest Airlines (818 points) was the highest ranking low-cost carrier for the second consecutive year.

Most improved were Allegiant, which rose 58 points to 725, and Air Canada, up 25 points to 734.

Malaysian government wants MH370 final report by July

Ocean Infinity search MH370
Photo: Ocean Infinity.

The Malaysian Government wants a final report on the disappearance of Malaysia Airlines flight MH370 published by July but said the “aspiration” to find the wreckage would not be abandoned.

The latest search for the missing aircraft came to end Tuesday after searching 112,000 sq.kms without finding the wreckage.

In a statement issued Wednesday, new Malaysian Transport Minister Loke Siew Fook urged the International Civil Aviation Organization Annex 13 investigation to finalize the report into the crash “in the near future to be published by July hopefully”.

Unlike the analysis used to determine the search areas, the Annex 13 investigation can look into possible causes of the accident.

WATCH: Virgin Galactic fires up

It involves representatives from seven international air crash investigation organizations from Australia, China, France, Indonesia, Singapore, the UK and the US.

“I wish to reiterate that the aspiration to locate MH370 will never be abandoned and we remain ever hopeful that we will be able to find the answers we seek and new information will come to light and that at some point in the future the aircraft will be located,’’ Loke said.

“We remain steadfast in our unwavering commitments towards solving the mystery of MH370 to bring some closure to this unfortunate incident.”

The statement came as The Guardian newspaper said the high-tech ship conducting the search for Ocean Infinity would investigate one last area of interest before heading back to port.

This was an area, at 25 degrees south and 101 degrees east, where a Chinese patrol ship detected a pulse in 2014 that at the time was thought to be possibly from one of the aircraft’s black boxes.

A company spokesman confirmed there were a couple of days to run before the ship headed back to port and it should reach the area where the Chinese pings were heard.

“It’s nothing more than that,” he said.

The search officially ended Tuesday after the Malaysian government refused to extend it and sent mixed messages about its commitment to continue the hunt.

READ: MH370 company hopes to resume the search in future.

Ocean Infinity, the company contracted to conduct the search on a no find, no fee basis, has said it hopes to be able to resume the operation.

The agreement with the Malaysian government would have netted it $US70m if it has located the wreckage.

“Whilst clearly the outcome so far is extremely disappointing, as a company, we are truly proud of what we have achieved both in terms of the quality of data we’ve produced and the speed with which we covered such a vast area,” Ocean Infinity chief executive Oliver Plunkett said.

“There simply has not been a subsea search on this scale carried out as efficiently or as effectively ever before.

“We sincerely hope that we will be able to again offer our services in the search for MH370 in future.”

Ocean Infinity’s next job is with a resources company believed to be Woodside Energy.

 

 

Singapore Airlines announces dates for the world’s longest flight

Singapore Airlines
Photo: Singapore Airlines.

Singapore Airlines will launch the world’s longest commercial flights in October,
with non-stop services between Singapore and New York using the new Airbus
A350-900ULR (ultra-long-range).

Flights are to be launched on October 11, 2018, to Newark Liberty International
Airport.

WATCH: Gorgeous rainbow contrail 

The route will initially be served three times a week, departing Singapore
on Monday, Thursday, and Saturday. Daily operations will commence from October 18 after an additional A350-900ULR aircraft enters service.

SIA is the world’s first customer for the new A350-900ULR, with seven on firm order
with Airbus.

The aircraft will be configured in a two-class layout, with 67 Business Class seats and 94 Premium Economy Class seats.

Singapore Airlines announces dates of the world's longest flight.
Singapore Airlines business class to be fitted to the A350-900ULR

Tickets will be made available for sale progressively across the various booking channels, starting from tomorrow (Thursday, May 31st).

Flights will cover a distance of approximately 9,000nm (16,700km), and traveling
time will be up to 18hrs 45min.

Singapore Airlines served the Singapore-Newark route until 2013, when services were suspended after the aircraft used at the time, Airbus A340-500s, were returned to Airbus.

“Singapore Airlines has always taken pride in pushing the boundaries to provide
the best possible travel convenience for our customers and we are pleased to be
leading the way with these new non-stop flights using the latest-technology, ultralong-range Airbus A350-900ULR,” said Singapore Airlines’ CEO, Mr Goh Choon
Phong.

Singapore Airlines announces dates of the world's longest flight.
Premium Economy to be fitted to the A350-900ULR

Singapore Airlines currently has 21 A350-900s in its fleet, with 46 more on order
including seven of the ULR variant. The first A350-900ULR is due for delivery in
September, with all seven due for delivery by the end of the year.

Non-stop Singapore-Los Angeles flights are also planned with the A350-900ULR,
details of which will be announced at a later date.

Aussie aviation to benefit as airports synchronize data

Melbourne
Photo: Airservices Australia

Australian airlines are expected to reduce taxi times by about 7 percent thanks to a new state-of-the-art platform designed to synchronize data across the nation’s biggest airports.

The new Aerobahn airport collaborative decision making (A- CDM) system from US-based Saab Sensis is expected to save the Australian aviation industry $A52m over a decade by giving air traffic controllers a coordinated, real-time view of operations across airports.

Aerobahn streamlines data between agencies on  a range of services such as departure management sequencing, traffic flow management and resourcing.

It can help minimize delays and improve performance during irregular operations caused by problems such as bad weather but also improves overall efficiency.

The system is already used in Europe and the US with customers including New York’s JFK and LaGuardia airports as well as those in Chicago, Detroit, Houston and Minneapolis.

Read passenger bumping by US carriers hits a new low.

“This new system allows us to work more collaboratively,’’ Airservices Australia chief executive Jason Harfield said in announcing a deal to install the system.

“An air traffic controller can view the same real-time data that an airport or airlines operations manager can see. Ultimately this gives us greater predictability and working together we can plan the most efficient operations, which are more predictable and burn less fuel.

”It means taxiing aircraft, and arrival and departure gates can be better managed, reducing delays. In fact, preliminary modeling using A-CDM indicates taxi-times can be reduced by around 7 percent, or one minute per aircraft in peak busy periods, which adds up to big savings very quickly.”

The new system is the next step in a CDM program Airservices has been pursuing for several years.

It expects to start rolling out Aerobahn at Brisbane Airport from September, 2019 before moving on to Sydney, Melbourne and Perth.

Saab head of industrial and product services Jessica Oberg predicted the four airports would benefit from “a host of metrics” that would help target other efficiency improvements.

Qantas poised to activate A330 wi-fi

wi-fi Qantas A330
Photo: Qantas

Australian carrier Qantas says it will have wi-fi on two domestic Airbus A330s and half its Boeing 737 fleet by the end of June.

The airline is about to throw the switch on its first wi-fi equipped A330, VH-EBB,   after adding about a kilometre of wiring and a Viasat antenna. The A330s are particularly popular on longer routes such as Sydney-Perth.

The first A330 is undergoing a series of tests on the ground and inflight as part of the certification process.

The airline plans to have 75 percent of its combined domestic 737 and A330 fleet of 80 aircraft fitted with wi-fi by the end of 2018 with the rest to be finished during 2019.

It estimates this will give in-flight access to about 15 million people a year. Qantas does not charge extra for domestic internet access.

Read: Resistance is futile as inflight Wi-Fi becomes ubiquitous

“The vast majority of passengers connected to wi-fi are using it to browse the web, send emails and post on social media,’’ the airline said in an online post.

“Connection speeds are routinely up around 12 Mbps, which is more than enough to stream the latest movies and TV shows.

“Of those surfing the web inflight, we’ve seen an increase in customers making travel bookings and shopping online.“

New digital games such as Crossword, Sudoku and Trivia are proving popular with customers and Qantas say they an average of 10 minutes playing each one.

It has also recently partnered with Audible and Apple Music to give customers on all flights free access to audiobooks and millions of songs.

Rival Virgin Australia is also equipping its domestic planes with wi-fi and hopes to have the majority of its Boeing 737 fleet complete by the end of the year.

Virgin uses a different system to Qantas and charges $A8.99 per journey for the high-speed option on domestic flights.

It also recently activated wi-fi on its international services, where it charges $A9 for one hour of access and $A20 for an entire one-way trip on services between Australia and Los Angeles.

Neither airline allows voice calls on services such as Skype or Face Time.

 

 

Space tourism closer as Virgin Galactic spaceship goes supersonic

Virgin galactic Unity supersonic space tourism
The VSS Unity streaks across the sky.Photo: Virgin Galactic.

VIRGIN Galactic is stepping up efforts to get the green light for its long-awaited space tourism business with a second successful supersonic test of spaceship VSS Unity.

The rocket-powered test flight saw the Unity streak across the sky above the Mojave Desert at Mach 1.9 and a height of 114,500ft.

Unity is taken aloft from Virgin’s New Mexico spaceport by a unique double-hulled aircraft and ignites its rocket after separating from the mothership.

The 31-second rocket burn was designed to understand the spaceship’s supersonic handling characteristics and control system performance at parameters closer to the vehicles ultimate commercial configuration.

WATCH Virgin Galactic fires up

This involved shifting the center of gravity towards the rear through the addition of passenger seats and other related equipment.

The flight also deployed the Unity’s unique feathering system designed to position the spacecraft for the descent. The system involves raising the ship’s unique tail booms to a 60-degree angle during the initial descent and then returning them to the normal position so it can glide to earth.

British billionaire Richard Branson, who was on hand to watch the test, said the company was getting closer to its goal of taking tourists into space.

“Seeing Unity soar upwards at supersonic speeds is inspiring and absolutely breathtaking. We are getting ever closer to realizing our goal,’’ he said.

This is Unity’s second powered flight test this year and progress will be watched closely by more than 700 would-be astronauts who have paid about $US250,000 to head to the edge of space.

READ:  Boeing pushes space station as a launchpad for Mars

The powered flight in April was the first Virgin Galactic had attempted since a fatal accident in 2014 in which the feathering system deployed prematurely. The company has introduced new safety mechanisms since the loss of the VSS  Enterprise.

Branson is in a race with fellow billionaire and Amazon founder Jeff Bezos to launch space tourism through his Blue Origin project.

Blue Origin on April 29 launched its capsule capable of carrying passengers to a height of 322, 405 ft and hopes to be sending tourist into space on its New Shepard rocket this year.

Branson has also expressed optimism that Virgin Galactic will be carrying passengers into space within 12 months and hopes to go into space himself by the end of the year.

“The pathway that Unity is forging is one that many thousands of us will take over time, and will help share a perspective that is crucial to solving some of humanity’s toughest challenges on planet Earth,” he said.

Engineers will now pore over the data collected during the flight and a second test could be scheduled within six weeks if that goes well.

Branson also toured the facilities of The Spaceship Company, which manufacturers Virgin Galactic’s space vehicles. To see rocket motors and the next two craft on the production line.

 

International airlines join attack on Australian airport regulation

airports

International airlines have joined the attack by their Australasian counterparts on airport regulation, saying a “light-handed” approach has not delivered the expected level of services.

The Board of Airline Representatives of Australia said a  recent member survey about the cost and quality of airports reinforced the failure to deliver the high-quality services envisaged 15 years ago.

BARA, which represents the interests of international airlines serving Australia, said it acknowledged progress and improvements by airports as and when they were delivered.

“Members, however, are operating on a day-to-day basis with airport services that can fall below their reasonable expectations and below the standards they consider to be commensurate with the charges levied,’’ BARA executive director Barry Abrams said.

“Underpinning these issues, most agreements with airlines still fall well short of being commercially-balanced.

“Airlines often have no contractual rights to enforce any minimum standard over the availability of services and limited or no financial remedy if the services are either not available or sub-standard.”

The battle between airlines and airports is heating up ahead of ann expected Productivity Commission review of airline economic regulatory arrangements.

Industry group Airlines for Australia and New Zealand (A4ANZ) recently issued a report saying airport profit margins are up to double those of other airports around the world operating in competitive markets or with greater regulation.

READ Australian airports’ profits excessive claims new report.

The report, with analysis from Frontier Economics,  argued that passengers were paying the price of privatization in the absence of the restraints on monopoly power.

It claimed Australia’s four main airports were collecting 25 percent more revenue per passenger than they were 10 years ago in real terms but the quality of services had not improved.

Meanwhile, airfares had fallen more than 40 percent over the same period.

The Australian Airports Association said the A4NZ claims were not borne out by the facts and airports had invested more than $A11.5 billion on airport improvements in the past decade.

“Attracting international airlines and growing competition has been key to the rise of the tourism industry as a powerhouse of Australian small business and regional economies,” AAA chief executive Caroline Wilkie said.

The AAA also rejected A4NZ ’s claim about airports’ use of market power, saying the argument ignored robust negotiations between airlines and airports to deliver runways, terminals and technology to meet passenger needs.

BARA pointed to a 2015 Productivity Commission research paper that said rising household incomes and lower travel costs remained the main drivers of inbound tourism in Australia.

Disclosure: Steve Creedy provides content for the Australian Airports Association’s  The Airport Professional website.

 

MH370 search company hopes to resume operation in future

MH370 search renew
The Hugin autonomous underwater vehicles being deployed to search for MH370. Photo: Ocean Infinity.

Ocean Infinity has confirmed that the current search for missing Malaysia Airlines Flight MH370 is coming to an end but says it hopes to be able to resume it at some time in the future.

The company used new technology that covered in three months a massive swathe of seabed measuring 112,000 sq. km in challenging conditions and over difficult terrain.

This was an area almost as big as the 120,000 sq km covered by the original 2 ½- year headed by the Australian Transport Safety Bureau.

“Part of our motivation for renewing the search was to try to provide some answers to those affected,’’ Ocean Infinity chief executive Oliver Plunkett said in a statement issued Tuesday.

“ It is therefore with a heavy heart that we end our current search without having achieved that aim.”

The company undertook the search on a “no-find, no-fee basis” and the statement did not say how much the effort had cost but observers say it would have been millions.

An agreement with the Malaysian Government meant it stood to be paid up to $US70 million if it had found the wreckage but now it will get nothing.

READ: Malaysia must face up to its responsibilities on MH370.

However, the exercise has showcased the company’s technology of running from high-tech surface vessel the Seabed Constructor a fleet of eight autonomous underwater vehicles at depths at up to 6000 metres.

The free-ranging AUVs were equipped with sophisticated detection gear such as side scan sonar, multibeam echosounders, sub-bottom profilers and high definition cameras.

“Whilst clearly the outcome so far is extremely disappointing, as a company, we are truly proud of what we have achieved both in terms of the quality of data we’ve produced and the speed with which we covered such a vast area,” Plunkett said.

“There simply has not been a subsea search on this scale carried out as efficiently or as effectively ever before.

“We sincerely hope that we will be able to again offer our services in the search for MH370 in future.”

Plunkett also expressed gratitude to the Malaysian government for allowing the company to restart the search.

A commitment by the new Malaysian government to prioritizing finding MH370 “was very good to hear”, he said.

“We want to thank the team onboard Seabed Constructor who have worked tirelessly and all the many companies, organizations and individuals whose support, guidance and advice were invaluable.

“The staff at the ATSB whose dedication to finding the plane has been unwavering deserve our particular gratitude.“

Malaysia’s new Transport Minister Anthony Loke has said finding MH370 would be on of his priorities but he also told Australia’s ABC that it was time to look for closure on the issue.

The latter comment appeared to be contradicted a day later by Malaysia’s Prime Minister-in-waiting, Anwar Ibrahim, who told The Australian he was not ruling out a new search after a full review of the disappearance of the Boeing 777.

Australian Transport Minister Michael McCormack told Sky News Tuesday morning that Australia would not be part of a new search at this stage. Australia spent more than $A60 million funding the initial search with Malaysia contributing the bulk of the cost of almost $A200m

“We’ve got to remember that the actual plane is about 60 metres long,” McCormack said. “That’s about four times less than the Titanic, which they took more than 70 years to find and they knew exactly where the coordinates, exactly where it went down.”

New Airbus cabin concept has a license to thrill

Airbus thrill harmony cabin
The lounge in the Harmony cabin. Photo: Airbus.

All that’s missing is a James Bond supervillain and a white cat  —  Airbus already has in place a  holographic globe that can be used to telegraph a dastardly plan to the British superspy before seeing it thwarted at the 11th hour.

Welcome to Airbus Corporate Jet’s new Harmony cabin, a swirling concept that could fit easily into the world of arch-villain Ernst Stavro Blofeld and his vodka Martini-loving nemesis.

This is not a cabin designed for the hoi polloi, but for those with the significant wherewithal to allow them to leave behind the tighter confines of traditional business jets for the luxury of a widebody.

Originally designed for ACJ330neo family, it can also be used on other widebodies such as the ACJ350 XWB.

Neither aircraft is cheap —  the 2018 list price for an A330-900neo passenger version is $296.4 million — but what you get is space and range.

Read: Airbus and Zodiac to develop sleeper cargo berths.

Airbus puts the range of the 58.82m-long plane, which has new fuel-efficient engines and aerodynamic tweaks such as sharklets, at 17,400km with a passenger load of 25.

The company says this means the aircraft can fly “nonstop to the world”

The manufacturer’s new concept adds some 007 pizzazz with concentric circles designed to emulate the ripples in a pond.  It says this and widebody benefits such as space, comfort and quietness produce “a consistently harmonious customer experience”.

“Harmony is a timeless and elegant design concept because we dare to break the conventions that are traditionally imposed on us as cabin designers,’’ says ACJ head of creative design Sylvain Mariat. “Our creativity needs to be unique to fit the needs of our customers, as befits a host receiving their guests in their ‘world above the world’.’’

The holographic globe shows the aircraft’s position as passengers enter, with a master bedroom, office and bathroom to the left.

Airbus harmony cabin thrill
The holographic globe. Photo: AIrbus.

 

The spacious lounge has seating grouped at round tables designed to encourage social interaction with a conference table at the back.

Behind that are four VIP suites, offices which convert into a bedroom with an ensuite bathroom and shower.

Seating for support staff and a galley make up the rear of the cabin, which can be adapted to serve both private and government customers.

The company has more than 190 corporate jets in service on every continent, including Antarctica, but it is not the only manufacturer offering bigger business jets.

Rival Boeing Business Jets announced this week it had so far won four new orders this year after selling 16 jets in 2017.

Boeing said two of the new orders this year are for the single-aisle BBJ MAX, adding to a backlog of 19 aircraft.

Based on the new 737 MAX passenger plane, the BBJ MAX delivers 14 percent better fuel efficiency thanks to advanced engines and improved aerodynamics.

The aircraft is capable of flying 7,000 nautical miles (12,964 km) and features a lower cabin altitude, bespoke interiors and 787-style flight deck displays.

 

Cabin crew deal with an ancient evil

IATA estimates
Photo: ICAO

Cabin crew have been given new tools to identify an ancient evil that still stalks one in 200 people worldwide and uses air travel as a major vector for spreading misery.

The International Labour Organisation estimates about 40 million people were victims of modern slavery in 2016 with women and girls accounting for more than 70 percent of that number.

But how do you tell when someone’s nightmare is beginning?

The International Civil Aviation Organisation (ICAO)  and the Office of the United Nations High Commissioner for  Human Rights   (OHCHR) have joined forces to help cabin crew identify victims of people trafficking.

ICAO believes the use of aircraft by international traffickers increases the likelihood airline staff will face-to-face with victims and perpetrators.

It says cabin crew members are in a unique situation where they can observe passengers over a period of time, allowing them to use their observation skills to identify potential victims.

The training provided 14 indicators to help cabin crew.

These include a person who avoids eye contact and social interaction, avoids and distrusts authority figures or law enforcement and is not in control of his or her documentation.

A victim also may not speak the same language as the person with whom they’re traveling, could have no money or personal items and be wearing clothing that does not fit the destination or weather.

The document also covers the procedures cabin crew, pilots and airlines should follow if they identify a suspect.

Read: Australian safety oversight in ICAO top six.

“The development of these joint ICAO-OHCHR guidelines will help improve the awareness of cabin crew concerning the various types of trafficking they may encounter, who the victims and perpetrators are, and the signals to be looked for to confirm a trafficking incident,” said  ICAO secretary general Dr. Fang Liu.

“Critically, this document will also provide cabin crew with the reporting and response procedures should they find themselves confronting a potential trafficking situation.”

UN High Commissioner for Human Rights Zeid Ra’ad Al Hussein described the jointly produced guidelines as a powerful tool to protect and help victims of human trafficking.

“By coming together, the UN Human Rights Office, ICAO and the wider aviation sector now have the means to play a significant role in ending a despicable crime that uses and abuses people and crushes their human rights,’’ he said.

“Together, we can make a real difference in standing up for the rights of victims trapped in modern-day slavery.”

 

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