Sky-high innovation: AI poised to transform in-flight service

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Welcome to the inaugural edition of The Galley—your new source for insights into the fast-changing world of in-flight service at 35,000 feet.

Each issue will feature the latest global developments in airline catering, demystify industry complexities, and provide actionable insights to help you stay ahead.

What makes us uniquely qualified to produce this newsletter? We’re airline catering experts who not only know the industry from the inside, but are passionate about staying on top of what’s changing and what’s trending. 

We genuinely believe that the industry is facing an exciting inflection point. Shifting business models, combined with the power of new technology and changing consumer expectations, will require airline executives to respond with agility and urgency. 

There will be big winners and losers—and we’re here to help you stay on the winning side.

For our first newsletter edition, we’re diving into the factors that make inflight provisioning so complex and why major changes are on the horizon.

The Coming In-Flight Service Revolution

Those in the know understand that airline catering is a high-stakes, highly complex operation. Where passengers see a simple meal tray, industry experts see the culmination of a logistical puzzle of staggering proportions. 

Each tray includes multiple elements sourced from different suppliers: entrées, salads, desserts, and even cutlery may come from across several continents. All of these components must arrive on time, meet stringent safety standards, and fit seamlessly into tight galleys, all while accommodating passenger demands for taste and safety.

Airlines face unique challenges in this process. Flavor profiles must compensate for altitude-induced taste changes, and frozen meals—the most cost-effective option—must retain their quality after reheating. Ensuring the right number of meals, loaded correctly for hundreds of passengers, adds yet another layer of complexity. Even small inefficiencies can cascade into significant costs or operational disruptions.

Today, solutions like in-flight catering software are changing the game. By automating workflows, these solutions make it possible for three people to handle what used to require a team of 20.

This software audits every flight in real-time by analyzing flight reports for non-compliant issues such as delays, incorrect quantities, or improper loading. When flagged, these items are addressed more efficiently, boosting accountability while saving time and expense. Effectively, every flight is now an automated audit, providing new levels of oversight, efficiency and accountability.

INDUSTRY INSIDER

Cheeseburgers in the sky

First-class Delta flights out of Boston over 900 miles will now serve up Shake Shack’s 100% Angus beef burgers as part of a new partnership with the popular fast-casual chain. The collaboration builds upon Delta’s relationship with Union Square Hospitality Group, which was founded by Danny Meyer, who also founded Shake Shack. The airline has been making a number of strategic investments to improve its in-flight service. [The Food Institute]

Watch out for flying food

Southwest is the latest airline to respond to a spate of turbulence-related accidents by making changes to its in-flight service. Starting in December, food and beverage service on Southwest flights ended sooner than usual, with the seat-belt light coming on at 18,000 rather than 10,000 feet. This gives flight attendants an additional 10 minutes or so to prepare for landing, and stow away anything that could go flying during heavy turbulence. [Newsweek]

Roaches, mice & mold… what?

The Washington Post’s Travel section takes a look at recent stories of passengers horrified by what they’re discovering in their airline food. The complaints go beyond bland-tasting chicken. We’re talking insects, spoiled meals, severe food poisoning, and even rodents.

“Airline passengers should be aware of food safety issues in the in-flight catering industry,” Darin Detwiler, a food safety adviser and associate teaching professor at Northeastern University in Boston, tells the Post, “because the confined nature of airplane travel makes food-borne illness outbreaks especially challenging to manage.”

Consumers have become hyper-aware of food safety on flights—a trend that will demand attention from airline execs. [Washington Post]

A word from our partner

How do you guarantee accountability in your galley planning and flight provisioning processes?

With numerous touch-points, the potential for human error in galley loading presents a measurable opportunity for airlines and caterers to enhance operational efficiency.

IFCS Aviation Galley Planner is the easiest way to monitor and control the operational functions related to inflight catering, menu planning, and galley loading.

TECH CHECK

How airlines are leveraging AI

The airline industry isn’t immune to the AI revolution. As airlines experiment with AI, two areas are getting a lot of attention: improving customer service and increasing operational efficiency. [Skift]

Can AI fix airline food and cut waste?

Airlines are using AI to reduce food waste and improve in-flight meals by tracking which foods passengers actually eat and predicting more accurate passenger numbers. Companies such as Air New Zealand and KLM have implemented AI systems that can reduce food waste by up to 63% and help optimize catering choices. [New Atlas]

The One Chart You Need to Know

It’s blue skies ahead. The US market for in-flight catering services is expected to expand at an annualized growth rate of nearly 5% through 2030. For the full report, visit Grand View Research.

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