Our regular column, drawn from social media and the countless email and mobile platform messages we receive daily, reaffirms the industry’s spirit of compassion and solidarity that is so critical both during this crisis and to the recovery that will follow.
In it, we hear from and check in on aviation and travel retail industry leaders, managers and staff all around the globe.
Send your contributions to Martin@TheMoodieDavittReport.com
We will bring you home
Take a moment to watch and listen to this beautiful tribute from Qatar Airways to its cabin crew.
The airline prefaces the film by saying: “We are so proud of #QatarAirways’ cabin crew who are continuing to serve in the midst of this challenging time, just knowing that it will make a difference to somebody out there.” #TakingYouHome
Let us quote you the words of one of the cabin crew interviewed on the short film. It tells its own beautiful story. She says simply, “We will bring you home.”
Papatūānuku (our earth mother) is Breathing….
From Chris Morriss (like The Moodie Davitt Report Chairman a Kiwi) at Singapore-based Concourse, comes this uplifting short film from Auckland, New Zealand.
One day closer
We really like this message from Christina Cassotis, Chief Executive Officer at Allegheny County Airport Authority in Pennsylvania. “We’re all being challenged during this time, some more than others. Aviation, our industry – no doubt like so many others – is certainly so. Every day that passes means we’re one day closer to getting through it.”
Qatar: We stay home
What a beautiful, stirring, powerful evocation of the need to stay home and keep yourself and others safe. Film courtesy of Ambassador Tariq Al-Ansari, a career diplomat at the Ministry of Foreign Affairs of the State of Qatar.
In recognition of the food & beverage frontline
Out of China, into Africa
Chinese ecommerce platform Alibaba has sent another shipment of medical equipment to Africa to fight the coronavirus pandemic.
Co-founder, the Chinese online retail billionaire-turned philanthropist Jack Ma, tweeted that the consignment includes hundreds of ventilators, large amounts of protective clothing and other medical supplies.
The first planeload of protective and medical equipment donated to the continent by Alibaba arrived in the Ethiopian capital Addis Ababa last month.
Do you remember?
Dubai-based airline Emirates has released a stirring new video, called Do you remember? It is presented as a look back on the COVID-19 crisis from when normality is restored.
Do you remember when they closed the schools and kids tried to learn online? And when we heard the term ‘social distancing’ for the very first time? Do you remember when we worked from home? And actually missed the office and even the people we didn’t usually get along with? When the fun of flying wasn’t there anymore? But we had to be strong. All of those things we took so much for granted were now off limits to us every day. A walk in the park, a bit of a lark, a kiss in the dark.
Do you remember when we stayed away from the gyms and watched too much TV? And we put on weight and learned not to hate anything or anybody anymore? Except COVID-19.
Do you remember when the airlines were grounded? Which meant we missed our loved ones even more. But the whole world came together and said, “Enough, no more”. Sometime soon we will be talking this way. And when that day comes, Emirates will fly back to the skies. And fly you better than ever before.
The world to mankind: You are my guests, not my masters
From Chris Morriss, Director & Partner at Concourse in Singapore, come these lovely words that he had read from poet and author Haroon Rashid (Instagram:@authorharoonrashid)
We fell asleep in one world, and woke up in another. Suddenly Disney is out of magic, Paris is no longer romantic, New York doesn’t stand up anymore, the Chinese wall is no longer a fortress, and Mecca is empty.
Hugs & kisses suddenly become weapons, and not visiting parents & friends becomes an act of love.
Suddenly you realise that power, beauty & money are worthless, and can’t get you the oxygen you’’re fighting for. The world continues its life and it is beautiful. It only puts humans in cages. I think it’s sending us a message: “You are not necessary. The air, earth, water and sky without you are fine. When you come back, remember that you are my guests. Not my masters.”
Don’t forget the warehouse workers
There are plenty of workers in a different kind of frontline during this crisis. Shop workers, delivery men, drivers, and warehouse workers. “Bravo,” says MCM Head of Global Travel Retail Silvia Santin (right) on LinkedIn in reacting to this post (and plea) not to forget the warehouse workers. We agree.
It reads, “Warehouse workers are never named, but it’s thanks to them that van/truck drivers can bring food to the supermarket, and therefore to your homes.”
Zooming in on travel retail
Remember our table that ranked the most used travel retail words of 2019 and compared them with those of ten years earlier? It doesn’t take us to tell you that the most-used ones in 2020 will be the ‘c’ words: coronavirus, COVID-19 and crisis.
But there’s another, more positive one. Zoom. How many of us are now conducting ‘face to face’ meetings of a different kind via the brilliant technology? Here below is the great team at inflight retail specialist Retail in Motion (courtesy of Senior Manager Global Boutique Development Joe Harvey on LinkedIn), taking part in one of their regular new-format meetings. “Great teams are what rocks companies and at Retail in Motion this team are the business – super proud of every one of them,” says Joe.
The Moodie Davitt team does just the same, both internally and externally. Last night we hosted the first-ever Virtual Wine O’Clock (report to follow). Thanks to the wonders of Zoom we were able to talk (and drink wine) with 70 industry executives around the world, including Delhi, Dubai, Dublin, New York, Hamburg, Singapore, Veneto and all over continental Europe. Some great wines were ‘shared’ and some great, and often very moving, stories told. Wine – and Zoom – ensured that while we might be isolated, we are not alone.
23 March
Bangalore International Airport
Chief Operating Officer Thomas Hoff Andersson salutes his colleagues and team in heart-warming fashion.
“Here is our gratitude video to the frontline staff of Bangalore International Airport Limited and partners. True heroes! Please salute them with a like, comment or share the video. Thank you so tremendously much.”
London Luton Airport
Neil Bradford, Communications Manager at Luton Airport, is another to salute airport workers, writing on LinkedIn: “A little more than a week ago my employer was a hugely successful and profitable business with a bright future. Today like many others, it is fighting for survival. 10,000+ depend on it for a living, many more jobs are supported through the supply chain. But among all the worry and anxiety this week, I have witnessed an abundance of professionalism, positivity and good humour from my colleagues. Something we’re all going to need in the coming weeks.”
Quiport Corporation, Ecuador
The airport operator issued (via LinkedIn) this heartfelt message of thanks to its team during a period of immense strain.
“The Quito International Airport has taken a heavy hit due to the fallout from Covid-19. The decrease in passenger volumes is close to -90%. The country has closed its borders to protect us all from continued spread of the virus yet we are still able to support humanitarian flights to allow foreign nationals to return home; so far Air France, Iberia, KLM and TAME are flying several ‘ferry’ operations — empty inbound and full of pax on the outbound leg.
“It is critical to thank our 9,000 airport employees who are giving their all to manage their adjusted work schedules and keep their families safe at home during a very difficult time. From our medical teams, public services companies and entities, security officers, civil aviation professionals, airlines, handlers, food and beverage and support staff — Thankyou for all you do; it is appreciated and noted.
“In particular, a shout out to all of our Quiport operations staff who are managing this disjointed flight schedule and with great pride as they assist our customers through the airport system with a focus on hygiene, communication and safety. Together we will prevail and come back stronger!”
Pernod Ricard
With many bars and restaurants closing, Pernod Ricard brands and offices across the world have refocused their energies to provide support during the COVID19 pandemic.
Along with European initiatives announced already, several others are underway:
– In the USA the brand owner is working closely with The White House; the distribution of pure alcohol for the production of hand sanitiser will start from Tuesday.
– In Romania it is employing selected bartenders (currently unable to work) to create cocktail tutorial videos. The videos encourage people to stay home while also integrating responsible consumption information.
– In India to help address the lack of widespread knowledge, the Pernod Ricard India Foundation is mobilising Mobile Medical Clinics in the local communities and villages around 11 Pernod Ricard operation sites, conducting mass sanitisation and awareness sessions on COVID-19 in local languages.
– In Canada Corby Spirit and Wine Limited and its Walkerville Hiram Walker & Sons Distillery in Windsor, Ontario will also be producing alcohol to be used in the production of hand sanitiser where needed.
Jacquie Scammell, Melbourne, Australia
Jacquie, well-known in Australian travel retail as a thought leader in the business of service makes this observation on LinkedIn: “I am so impressed with all the notifications I have received over the past week from business bending their rules, honouring their loyalty programs and refunding monies. It’s a time to be flexible and revisit the way we do business.”
There’s an important lesson in Jacquie’s words. You discover much about companies and values in crisis. Those who behave properly, honourably and flexibly will be remembered long after this storm passes. When good times return, we should always remember how those we do business with treated others during the (very) bad times.
22 March
L’Oréal Group Managing Director for Travel Retail Worldwide Vincent Boinay
Nice words today received by The Moodie Davitt Report from the L’Oréal Group travel retail leader, whom, like many of us, is confined to his home (with his wife and daughter; Vincent’s two sons are elsewhere, safe and well).
Vincent’s daughter has been requisitioned from tomorrow to the surgical resuscitation service at a Parisian hospital, a reminder of just how much we owe to the courage, dedication and professionalism of medical staff worldwide.
“We follow the evolution every day, COVID-19 does not respect national borders… it is everywhere,” he says.
“Company wise I am very proud of the L’Oréal solidarity programme in Europe ( and I can tell you that for our teams as well, it brings additional motivation to us all). We have also made a donation for Wuhan earlier this year [others will most likely follow soon -Ed]. Solidarity prevails in these surreal days.”
Importantly Vincent touches on the increasingly difficult role played by beauty advisors in those airport and downtown stores that are still trading. “Our teams, who are working on a home office basis, are all dedicated to make sure staff are safe and protected and they keep a regular communication with all our beauty advisors around the world. I admire our staff in the airports taking care of customers but with new behaviours, new gestures, new interactions and an amazing empathy.”
Vincent draws an allusion with the dark days post the 9/11 attacks. “Then, we all traded a bit of individual freedom for the greater good of public safety. Now we have to anticipate the same – it is our responsibility as individuals and companies.”
“It reminds me of Fukushima when I was in Japan… what matters is common sense, exemplarity and citizenship! Yes, we will stand strong together as an industry and we will get out of it but we cannot deny it will be the hardest crisis we will have to face.”
20 March
Lagardère Travel Retail Chairman and CEO Dag Inge Rasmussen
WHSmith Travel Business Development Director Spencer Sheen
“Well done to our store teams who are currently helping NHS staff, patients, and visitors across the country. Thank you to everyone in hospitals throughout the country who are working so hard to get through the current crisis.
“We are hugely grateful for the exceptional efforts and commitment of our NHS staff in these unprecedented times. From tomorrow, we will be doubling the NHS staff discount in our hospital stores to 20% off all food and drinks and expanding it across the UK.”
L’Oréal Travel Retail Americas Managing Director Yannick Raynaud
“You guys are doing a spectacular job. Not only the accuracy, timing, and relevance of the information, but your tone, is always ‘just the right one’! Both ambitious and empathetic, high spirited and grounded, sombre when needed, and cheerful when really, really needed. Martin, you set the tone for our industry, and I am glad to know you and be part of this large family.
“What I like the most about this situation is the enormous solidarity, the heightened civism with most, the focus on essential, the creativity and all the mêmes and jokes.”
We too Yannick, so here’s a couple you may not have seen….
OTG Senior Vice President Global Business Development Karen Mirante, Chicago, US
“I hope you are doing well and staying well. I just wanted to drop you a note to thank you for all of the information that you’ve been providing about what’s happening worldwide. It always helps to get insights into how others are coping. Please keep it up! Would love to hear more about the programmes that airports worldwide are putting in place to help concessionaires – maybe it would inspire US airports to do the same.” [For the latest encouraging news in that regard from Dallas Fort Worth International Airport, click here, and from Hartsfield–Jackson Atlanta International Airport, here.]
Vienna Airport Joint Chief Executive Officer Julian Jäger, Austria
From Julian Jäger comes a nice reminder, via LinkedIn, of the key role that airport frontline staff are continuing to play around the world while many of us are hunkered down safely in our homes.
“While the situation is getting more serious by the day, I want to bring attention to those who show us what it means to stay calm, to stand by each other and to work together nevertheless – our employees,” he says. “I am very grateful for all the colleagues who are currently keeping up our operations at Vienna Airport. To all the colleagues at the check-in counters, to those at the security checks, to our terminals guides, our groundhandling workers and to many more: THANK YOU! Together we will get through this crisis!”
18 March
Market Square Consult Managing Director Johan Schölvinck, Haarlem, The Netherlands
“How are you holding out? May I applaud for you and your team very loudly? (open the window and you may hear it from Netherlands across the pond!) The whole of our country applauded yesterday at 20.00 hrs for 3 minutes for our health workers.
“I wanted to thank you profoundly for informing, enlightening and motivating all of us, and what a great initiative to have a second interview with Dr Heymann on 24 March.
“Some advice from Dr Abdu Sharkawy, an infectious disease specialist at the University of Toronto, who recently summed up what we should all do to counter fear, panic, and misinformation: ‘I implore you all: Temper fear with reason, panic with patience and uncertainty with education. Let’s meet this challenge together in the best spirit of compassion for others, patience, and above all, an unfailing effort to seek truth, facts and knowledge as opposed to conjecture, speculation and catastrophizing.’
“Bravissimo, maestro for your unwavering coverage of what’s happening to our industry at the moment. Take good care and be safe.”
Al Nassma Chocolate Director of Sales Patrick Dorais, Dubai
“Despite all of the gloomy predictions around COVID-19, and sadly how businesses and common folk will suffer personal hardships costing much more than a couple of week’s bedrest, we will ultimately overcome this and bounce back.
“During a time that preceded travel retail (and much everything else), Aristotle famously said, ‘Man is by nature a social animal.’ I hope that when things come back to normalcy, travel will return with it. Travel, discovery, and exploring the world are what drives passenger growth.
“As soon as the light can be seen at the end of the tunnel, people will once again flock to the air, take cruises, and drive across borders. At this time, travel retail will profit form a renewed energy and desire to enjoy life again!
“Let us all be positive in the light of COVID-19 and look forward to the future. More positivity and resilience to you all, because we are all in this together.”
