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Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg

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Lufthansa

“My personal hero today is Ms. Patricia Dzai. Patricia works for Swissport in Johannesburg, South Africa,” said eTN Publisher Juergen Steinmetz. Swissport is one of the largest aviation ground-handling agencies operating in countries around the world.

Major airlines hire Swissport to manage customer relations and logistics when it comes to baggage handling, including lost or misplaced items.

Lufthansa German Airlines’ ground handler in Johannesburg is Swissport. I recently traveled from Nice to Cape Town via Frankfurt and Johannesburg on Lufthansa German Airlines. I am a United Airlines Star Alliance Gold member and traveled on Lufthansa in Business class. Lufthansa is a member of Star Alliance.

When I arrived in Johannesburg, I heard my name called by Lufthansa’s lost baggage office handled by Swissport.

I was told my tube was still in Frankfurt, and they would put it on the next flight to Johannesburg. I explained it was of utmost importance to have the tube for an important trade show event, the World Travel Market in Cape Town, in the morning.

Patricia Dzai, the Swissport agent in Johannesburg, wanted to make sure this would be possible and sent an urgent message to Lufthansa in Frankfurt. The message said:

 

 

 

 

 

I was pleased to know my tube would go on LH 576 directly to Cape Town almost in time for the start of World Travel Market.

I went on to fly to Cape Town and received a text message in the evening saying my tube would be on the Lufthansa flight to Johannesburg, which was different from what Patricia had requested. Since it was late and the Swissport office in Johannesburg was closed, I was able to find a non-published phone number for Lufthansa baggage service in Frankfurt. Lufthansa, like most airlines, is hiding phone numbers to encourage passengers to communicate only by email.

I was told by Lufthansa Baggage Service in Frankfurt no such message to forward my tube to Cape Town was ever received by Swissport Johannesburg. The agent went on to say that passengers are often not told the truth by Swissport agents.

The Lufthansa agent in Frankfurt explained that his job was not to help me, since this was only handled in Johannesburg. I argued my tube is in Frankfurt and not Johannesburg, and the handling agent for Swissport in Johannesburg was closed.

The agent then said he was now doing a one-time exception for me and would reroute my tube on LH576 directly to Cape Town. He said there were 5 hours to get this done, still plenty of time according to him.

The next day I received another message telling me again the tube was on its way to Johannesburg instead of Cape Town.

I called Swissport in Johannesburg, and the news not could have been worse. They told me, apologizing, that my tube was still in Frankfurt for a second day, and they did not know why.

I again called the baggage-handling office in Frankfurt and was again told it’s all Swissport’s mistake for not telling them where to send it.

This time I was angry and called Swissport Johannesburg again. I asked Patricia why she was lying about this. I told her she never sent this request to Frankfurt, according to Lufthansa.

Ten minutes later, I received an email with a time-stamped screenshot from Patricia Dzai showing me exactly what was requested by her in the first place.

Patricia actually had gone out of her way originally to make sure I would be united with my tube on time and in Cape Town. I felt bad thinking she didn’t care and didn’t do anything, when in fact she did.

It shows that big companies like Lufthansa have a serious customer service issue. They hide behind a huge system and are trained to say it’s not their job and simply blame others for company shortcomings.

There was no way I could talk to anyone at Lufthansa about this, and my urgent email to them on the day I was trying to get the tube re-routed was just responded to 2 weeks after I was already back home in Hawaii. Lufthansa offered a 200 euro compensation.

No explanation was given and no apology for accusing Patricia Dzai and Swissport for not doing their job.

I finally received my tube on the last day after the trade show and took it back to the US unopened. When I changed planes in Frankfurt, I asked the agent working in the Senator Lounge to speak to a supervisor in baggage handling about this case and compensation. She told me I have to send an email, which I had already done days ago.

She gave me some chocolate and said they get customers’ complaints all the time and do their best to help and respond, but the back-up system by the airline is not there.

It’s all about a giant non-caring anonymous machine.

I extend my apologies to Patricia Dzai from Swissport, as I now understand she was also a victim of shortcomings created by Lufthansa German Airlines.

Patricia Dzai is the eTN Hero for today.

Travel News | eTurboNews

Hainan Airlines announces nonstop Beijing-Oslo service

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Hainan Airlines Holding Co., Ltd. (Hainan Airlines) plans to formally launch nonstop service between Beijing and Oslo on May 15. This will be the first direct route between mainland China and Norway as well as the airline’s first nonstop Nordic service. The Beijing-Oslo route, with three round trip flights weekly on Mondays, Wednesdays and Fridays, will be serviced by an Airbus A330-300 aircraft with 32 seats in business class and 262 seats in economy class. Business class will be equipped with 180-degree flatbed seats, while every seat on the aircraft comes wired with an exclusive on-demand entertainment system and every passenger will be served sumptuous offerings from both Western and Oriental cuisines. In addition, the use of portable electronic devices on board will be allowed.

The airline now operates 21 routes with destinations in Europe including Berlin, London, Paris, Rome, Brussels, Edinburgh, Zurich, Vienna, Manchester, Madrid and Moscow. Tickets for Beijing-Oslo flights can now be reserved.

Hainan Airlines’ Beijing-Oslo Flight Schedule (All times are local):

Flight No.

Aircraft

Schedule

Departure City

Departure Time

Arrival Time

Arrival City

HU769

A330

Monday/Wednesday/Friday

Beijing

1:30 am

5:30 am

Oslo

HU770

A330

Monday/Friday

Oslo

2:30 pm

5:30 am+1

Beijing

HU770

A330

Wednesday

Oslo

1:55 pm

5:00 am+1

Beijing

Travel News | eTurboNews

SriLankan Airlines’ new plan to be like Emirates

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In a bid to turn the loss making airline into a profitable venture, SriLankan Airlines has come up with a five-year strategic plan. Part of the plan will see them emulating industry leader Emirates, with a new hub and spoke network model.

In a statement SriLankan Airlines said:

“SriLankan Airlines has formulated a new five-year Strategic Business Plan for the period 2019-24 with the objective of transforming itself into a financially viable organization airline group with high brand visibility and a global reputation for excellence,”

They went on to say that the national carrier had an ‘enormous contribution’ to make to the GDP of Sri Lanka, including import, export and tourism.

What is SriLankan Airlines planning?

Their latest five year strategic business plan includes major development of the Colombo hub to make it a key connecting point for a variety of markets. SriLankan are targeting passengers connecting through Africa, Asia and the Middle East, in a bid to grow as big as rival airline Emirates.

As a member of Oneworld, SriLankan are hoping to leverage their membership to develop their network for the future. In contrast to their current point to point model, they plan to work on more of a hub and spoke model to develop new opportunities.

The plan is to be presented to the Government of Sri Lanka for approval shortly.

New routes and fleet

Currently, SriLankan Airlines operate with a fleet of 27 Airbus aircraft. Specifically, these are 13 A320 family aircraft and 14 A330s. As part of the five year plan, the carrier intends to select new fleet inclusions which match the requirement of their developing route network. They have also said they want to reconfigure their existing fleet to offer an enhanced business class service.

Already, the airline has announced a fifth weekly service between Colombo and Tokyo from July onwards, using its Airbus A330-300s. If the plan is formalized by the government, we expect to see many more new route announcements over the coming weeks.

As well as routes and fleet, the plan specifies that it will:

  • Enhance the customer experience by improving customer-centricity throughout the airline
  • Adopt best practices to improve productivity
  • Grow online sales to reach a wider market in a more cost effective manner
  • Improve employee engagement
  • Implement a competitive cost structure through a greater cost consciousness throughout the company

The plan is being headed up by Group Chief Executive Officer Vipula Gunatilleka, who was appointed to the airline in mid-2018. Prior to joining SriLankan, Gunatilleka was a board member and CFO of TAAG Angola. There, he worked closely with Emirates while they were managing TAAG, so no doubt knows his hub and spoke business very well already.

A loss-making airline

The airline is undergoing a major shakeup with a view to turning a profit. Over the last nine months, the carrier’s net loss more than doubled to a total loss of $135m. It is hoped that the five year strategic plan being tabled today will transform the airline by 2024.

 

Travel News | eTurboNews

United Airlines plans nonstop service between New York/Newark and Cape Town

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United Airlines today applied with the U.S. Department of Transportation for authority to begin new service between New York/Newark Liberty International Airport and Cape Town International Airport. United plans to operate nonstop three-times weekly flights to Cape Town starting in December 2019.

“We are always looking at ways to expand our industry-leading international route network to offer our customers more convenient options. We’re thrilled to announce the addition of Africa to our global route offering,” said Patrick Quayle, United’s vice president of International Network. “This new flight will provide customers with the only nonstop service between the United States and Cape Town.”

United’s nonstop service between New York/Newark and Cape Town will decrease the current travel time from New York to Cape Town by more than four hours and provide customers from more than 80 U.S. cities with easy one-stop access to Cape Town. If approved, United’s service between New York/Newark and Cape Town will be operated with Boeing 787-9 Dreamliner aircraft featuring 48 seats in United Polaris business class, 88 seats in United Economy Plus and 116 seats in United Economy.

Proposed Flight Schedule, Beginning December 15, 2019*

From To Depart Arrive Aircraft
New York/Newark Cape Town 8:30 p.m. 6:00 p.m. +1 Boeing 787-9
Cape Town New York/Newark 8:50 p.m. 5:45 a.m. +1 Boeing 787-9

*Subject to government approval

Cape Town is the oldest city in South Africa and the country’s center of trade and commerce. Located at the shore of Table Bay, the city is home to some of the most popular attractions in South Africa including Table Mountain, Kirstenbosch Botanical Gardens and the Victoria and Alfred Waterfront. Travelers to South Africa often begin their African journey in Cape Town before touring the Cape Winelands, viewing the African penguins at Boulder Beach or traveling beyond Cape Town to explore South Africa’s natural beauty including its many national parks, game reserves and beautiful coastlines and beaches of the KwaZulu-Natal and Western Cape provinces.

Travel News | eTurboNews

Gleam of hope for tourism

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On March 27, all roads led to Mombasa, Kenya, for a joint business meeting organized by Uganda and Kenya and the two Presidents of both countries actually attended. The meeting gathered ministers, key business persons from both countries to discussing topics of mutual interest for the growth. I was personally hesitated to go because my wife and daughter were traveling same week and did not want them to leave without me saying a goodbye.

I also do not like meetings where people talk and do not come up with real solutions for the existing problems. I only made the journey after my family blessed it. I took a morning flight aboard Kenya Airways to join two Kenya friends (Shivam Vanayak and wife) out of Nairobi to Mombasa and thankfully, they had managed to secure three tickets on Madaraka train. Securing seats on the train from Nairobi to Mombasa is an uphill task because of high traffic.

I had been to Nairobi a number of times with an aim of securing seats and failed because of the demand. The business class is even worse because the tickets are booked out first way in advance.

The staff of Madaraka train dress more like air hostesses with a proper Kenyan hospitality. The train carries about 1,500 people each way and there are two trains departing Nairobi daily for Mombasa and vice versa which means 3,000 individuals are dropped into Mombasa daily which is a massive business opportunity for the Mombasa service providers such as hotels, restaurants, taxi drivers, entertainment joints, boats, bars, etc.

The train goes through Tsavo National Park which is Kenya’s largest and oldest standing at 13,747 square kilometers. While on the train, we also saw the 300 kilometer long Yatta Plateau, the longest lava flow in the world. Tsavo is home to the larger mammals, vast herds of elephants, rhinos, buffaloes, lions, leopard, pods of hippo, crocodiles, water bucks, lesser kudu, genenuk and the prolific bird life.

At the business forum in Mombasa, I was given an opportunity to address the audience which included President Museveni and President Uhuru Kenyatta on behavior Uganda and Kenyan tourism group. My address focused on seven points we had agreed upon before the Presidents arrived at Sarova sands where the meeting took place.

The first point focused on the flights between the East African countries especially Kenya and Uganda. Our observations are that the tickets between Uganda and Kenya are very expensive because of the high taxes levied by both governments. Kenya for example charges $50 on every ticket and Uganda charges $57 which makes a total of $107. That figure is what should be the cost of a ticket between the two countries. We actually recommended that flights between the two countries be domesticated.

The second point focused on the East African tourists’ visas which have Uganda, Kenya and Rwanda working together. Our proposal was that the two presidents convince the Tanzanian leadership to join the good arrangements. Many tourists are finding it easy paying $100 for a visa that covers the above three nations which allows them to move back and forth.

Since some local airline operators such as coastal want to fly into Ugandan national parks, it would positively affect the tourism business between the four nations. The third point focused on politics. Overtime, we as the tourism operators in the region have seen politics affect tourism a lot especially during campaigns and since insecurity and tourism can’t co-exist, foreign tourists will fear to travel in the region.

The leaders were asked to remember what their actions mean to business and practice restrain. This particular point was well received by both leaders and we hope to see some change with time. The fourth point focused on trans-boundary tourism opportunities which focus on the shared tourism attractions such as Lake Victoria and Mountain Elgon.

The tourism fraternity feels we need a combined effort in exploiting the above because we miss out on potential billions of dollars that could come out of activities such as cruises, sport fishing, water transport, accommodations on the shores and the many islands found on the lake. We also talked about the joint marketing opportunities across the globe that would see millions flock to Uganda and Kenya hence more revenues.

We asked the presidents to go easy on the yellow card requirements for citizens from both countries because it inconveniences the business travelers most since they are frequent.

Travel News | eTurboNews

Nonstop between Washington Dulles and Acrra, Ghana grows on SAA

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Starting today, South African Airways (SAA) has increased its frequency on nonstop flights between Washington, D.C.-Dulles International Airport and Accra’s Kotoka International Airport to 5 days weekly.

SAA offers the only nonstop flight between Washington D.C. and Ghana and offers travelers convenient connections to and from over 100 cities across the U.S. and Canada through its Star Alliance partner, United Airlines via Washington, D.C.- Dulles.

South African Airways’ flights to Accra now operate 5 days a week with continuing service to Johannesburg, South Africa, operating on Monday, Tuesday, Wednesday, Thursday, and Saturday. SAA’s increase of flights on the route will also serve to support the partnership with Africa World Airlines by offering seamless connections between Accra and additional destinations in West Africa including; Lagos and Abuja, Nigeria; Monrovia, Liberia and Freetown, Sierra Leone. In addition, SAA will continue to operate flights between Washington D.C.-Dulles and Dakar, Senegal and onwards to Johannesburg, two days per week.

SAA’s flights between Washington-Dulles and Accra will be operated with both the Airbus A330-300 and the Airbus A330-200 aircraft. The A330-300 features 46 full-flat 180° beds with direct aisle access at every seat in Premium Business Class and 203 seats in Economy Class. The A330- 200 offers 36 full-flat beds in Premium Business Class and 186 seats in Economy Class. Customers traveling in both Premium Business Class and Economy Class will have on-demand audio and visual entertainment options, in-seat power ports, freshly-prepared meals, and complimentary bar service featuring South African wines.

For information, visit flysaa.com.

Travel News | eTurboNews

Hong Kong Airlines debuts Chris Cosentino’s Business Class menu

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Hong Kong Airlines has launched a brand new Business Class menu for its customers travelling out of Los Angeles International Airport (LAX) from 22 March 2019. Designed exclusively by celebrity chef and television personality Chris Cosentino, the new LAX Business Class menu is an adaption of his current San Francisco Business Class menu and comes with a slight twist to cater to the preferences of Southern California travelers.

Chris Cosentino is the chef and owner of San Francisco restaurant, Cockscomb, where he reinterprets classic San Francisco dishes by adding his own unique twist. He is also known as the winner of Top Chef Masters, a contestant on The Next Iron Chef and for his appearance in Iron Chef America in addition to his extensive work raising awareness and funds for Chefs Cycle in support of No Kid Hungry, a national charity fighting to end childhood hunger.

Chef Cosentino collaborated with Hong Kong Airlines in late 2017 to design a comprehensive menu of 12 dishes, including a series of appetizers, main courses and desserts to be rotated regularly on the airline’s service from San Francisco International Airport (SFO) to Hong Kong. His Business Class inflight menu was officially launched on the SFO inaugural flight to Hong Kong on 25 March 2018 and has received positive feedback from Hong Kong Airlines’ customers for his “big in flavor, rich in texture” dishes.

“When the opportunity came for me to work with Hong Kong Airlines to make delicious inflight meals in Business Class, I jumped at the chance,” said Chef Cosentino at a media preview event in Los Angeles on Thursday.

Using my years of education and experiences to create meals that would not only satisfy but excite the guests at 10,000 feet up and giving a fresh new approach to what inflight food can be has been a complete joy. Launching our new menu on the Los Angeles-Hong Kong route is very exciting. I am looking forward to flying on the first flight showcasing the menu,” he added.

Mr Chris Birt, Hong Kong Airlines Director of Service Delivery said: “Hong Kong Airlines always strives to deliver the best services to our customers. We launched our menu partnership with Chef Cosentino exactly a year ago on our San Francisco route. His menu has proven to be such a hit with our Business Class customers that we are excited to now bring his signature innovative and creative cuisine to those flying with us from Los Angeles.”

Hong Kong Airlines’ Los Angeles service was launched in December 2017 and was the airline’s first destination in the continental United States. The daily service is currently operated by Airbus A350, one of the newest and most technologically advanced aircraft in the world. In September 2018, Hong Kong Airlines introduced its new Business Class product on the Los Angeles route, reaffirming its commitment to serve the USA market with its best products and services.

Travel News | eTurboNews

Love to travel? Like to eat? Why Portugal should be on your bucket list

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The gastronomy scene in Portugal is booming with the food scene finally stepping out of the shadow of Spain. While neighboring Spain often steals the limelight as a foodie destination, Portugal shouldn’t be overlooked.

Michelin has recently awarded 3 restaurants in Portugal with their first star. The country now boasts 20 restaurants with one star, and 6 with 2 stars, demonstrating that exceptional cuisine is served in restaurants across the nation.

To give travelers a taste of the country’s gourmet cuisine, the national airline TAP Air Portugal has introduced a “Taste the Star” program through which Michelin star chefs create exceptional local cuisine which is served to business class passengers.

Now is the time to visit as the best culinary destinations become tourist hotspots. Some of the finest foodie options in the country include exquisite codfish tasting menus in Aveiro to typical Portuguese snacks, known as petiscos, in Alentejo.

Portuguese cuisine hinges on 5 icons. First, the best fish in the world in the opinion of many renowned international chefs. Their habitat and specific geomorphological location in the Atlantic give the fish unique conditions for birth and growth that enable them to acquire a taste and texture hard to match elsewhere.

Second is the cataplana, a utensil that is the delight of gourmets and those who like to conjure up all the senses around the table. Cataplana is the word for both the food dish and the spherical pot it’s cooked and served in. This pork and seafood stew is found in the Algarve in Portugal.

The third icon of Portuguese cuisine is Port wine, considered both sumptuous and sensual. Its unique characteristics come from the soil, man’s hard work, and the sunshine that ripens the fruit. This region was classified as a World Heritage site by UNESCO, as well as the Lodges in Gaia where these wines age.

Next are the sweets of Portuguese cuisine, and they are divine. In the old days, nuns would prepare their recipes of sugar, eggs, and almond in the seclusion of their cloisters. The result of the balance between flavor, creaminess, and crispiness is another icon of Portuguese cuisine, considered a truly heavenly sweet – the pastel de nata (custard tart).

The fifth icon of Portuguese cuisine lies in the human factor. The country’s chefs are increasingly talented and winning more prizes, revolutionizing the richness of Portuguese cuisine with their creativity, boldness, and good taste. Currently, Portugal is proud to have a host of chefs who work at the highest levels of cuisine, using old-established recipes or more unusual methods that often enhance the flavor and quality of local products.

Along with these cultural food icons, are a number of other products that also help to distinguish what is eaten in Portugal. The Protected Denomination of Origin (DOP) meats from local breeds – Bísaro pig and black pig, Arouquesa, Maronesa, Mertolenga, Barrosã and Lafões beef, Barroso kid (charnequeiro and transmontano), Terrincho and Bragançano lamb – whose producers work hard to maintain their succulence and flavor.

Fresh fruit and vegetables are the basis of Portuguese cuisine and of its more Mediterranean characteristics, typical of a healthy, simple, and varied cuisine. They are the product of a fertile land, which is adopting the new organic production processes that are friendly to both consumers and the environment.

For seasoning, there is pure aromatic olive oil that is conquering international markets with every passing day. Fish, soups, salads, and cheeses are all seasoned with it.

And, surprise – there are wonderful mountain cheeses produced in Portugal that the world has yet to discover. The creamy, oily, or dry goat and sheep cheeses will make foodies bless the heavens.

Meia Tigela restaurant in Portugal

To accompany all this, there is one more delightful secret that is just beginning to be revealed – excellent table wines. Created from a new generation of winemakers and producers with a new vision for the cultivation of vines, Portuguese wines are exactly the right drink to accompany meals with great quality according to the region of the country in which you are dining.

Now all you foodie travelers need to do is plan your trip, and when you arrive sit down at a table and enjoy the food and wine as you toast your delightful experience.

Travel News | eTurboNews

Hainan Airlines launches nonstop service between Guiyang, China and Paris, France

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Hainan Airlines will launch nonstop service between Guiyang, China and Paris on March 24, its fourth nonstop route from mainland China to Paris following Xi’an-Paris, Chongqing-Paris and Shenzhen-Paris.

The once weekly Guiyang-Paris route will be serviced by a Boeing 787 Dreamliner and takes off every Sunday.

Hainan Airlines has to date launched 20 European routes servicing Berlin, Brussels, Edinburgh, London, Madrid, Manchester, Moscow, Paris, Rome, Vienna and Zurich. Hainan Airlines provides many value-added services to passengers, among them, package tickets, options for premium seating, car shuttle service for business class passengers, prepaid luggage, class upgrades and other services to make sure the flight is a smooth one and meets the diverse needs of our passengers.

More:
http://tass.com/press-releases/1049521

Travel News | eTurboNews

All Nippon Airways takes delivery of its first Airbus A380 Superjumbo

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Japan’s All Nippon Airways (ANA) has taken delivery of its first A380 at a special ceremony in Toulouse, becoming the 15th operator of the world’s largest passenger aircraft. The delivery ceremony was attended by ANA HOLDINGS President and CEO Shinya Katanozaka and hosted by Airbus CEO Tom Enders.

ANA has ordered three A380s and will operate the aircraft on the popular route between Tokyo Narita and Honolulu from May 24. Each ANA A380 will feature a special livery depicting the Hawaiian Green Sea Turtle, also known as the Honu. The livery on the first aircraft is painted in blue, while the second will be green and the third orange.

ANA’s A380 is configured in a premium layout seating 520 passengers. The upper deck features eight suites in First Class, 56 Business Class seats that convert to fully flat beds and 73 Premium Economy seats. Economy Class is located on the main deck, where ANA offers a spacious layout seating 383 passengers, including 60 Couch Seats. The aircraft features ANA’s very latest in-flight entertainment systems, as well as full connectivity in all classes.

“We will commit all three of our Airbus A380 to the Tokyo Honolulu route with the goal of introducing a new level of luxury service to our passengers flying ANA on the number one resort route for Japanese travelers,” said Shinya Katanozaka, President and CEO of ANA HOLDINGS INC.

“We believe the A380 will become a game changer for ANA and will enable us to increase our market share by doubling the number of seats connecting Honolulu and Tokyo by 2020,” he added. “The FLYING HONU is designed to offer unprecedented comfort and convenience and a world of new possibilities to ANA passengers, something that would not have been possible without the combined efforts of the Airbus and Rolls-Royce teams working closely with the dedicated professionals at ANA.”

“Airbus is proud to deliver this beautiful aircraft to ANA,” said Airbus CEO Tom Enders. “Offering unrivalled levels of passenger comfort, the A380 will enable ANA to increase its capacity on the busy route to Hawaii with maximum efficiency. We are confident that the aircraft will be highly successful in service with ANA and are committed to providing full support to the airline all along the way.”

The A380 offers airlines the most efficient option to meet demand on the world’s most heavily travelled routes. It is also firmly established as the aircraft of choice by passengers worldwide, offering more personal space in all classes, a super-quiet cabin and smooth ride. Around 250 million passengers have already flown on the aircraft.

Following today’s delivery to ANA, there are currently 232 A380s in service with 15 airlines worldwide, flying on 120 routes across the globe.

Travel News | eTurboNews