In our tech-driven world, digital innovation often dominates headlines for its operational, environmental and financial benefits. But in onboard service, some of the most impactful changes remain physical – incremental innovations shaped by passenger expectations and crew insight.
As gategroup’s Daniel Knies, Senior Category Director at deSter, puts it: “The most advanced product developments occur when airlines, caterers, equipment suppliers and crew work together from the beginning of concept development.”
He believes the biggest shift in onboard service equipment design has been from standalone products towards integrated service systems. “Rather than designing a tray, casserole, trolley or service item in isolation, suppliers such as deSter are now engineering complete service ecosystems that improve food quality, passenger experience and operational efficiency simultaneously,” he says.
He highlights the Lufthansa FOX programme as a strong example. deSter developed a steel casserole allowing different meal components to be heated separately according to their thermal requirements, helping proteins, vegetables and accompaniments arrive in optimal condition.
deSter worked with Lufthansa, gategourmet and chef Johann Lafer to translate a culinary vision into a practical onboard operation. “Rather than designing equipment independently, the team identified operational challenges such as temperature management, service flow and product presentation, then engineered solutions around those needs,” he explains.
This collaborative approach is becoming increasingly important, particularly in premium long-haul operations where airlines are using equipment design as part of a wider hospitality strategy.
Seamless efficiency
Designing for crew convenience and efficiency doesn’t have to compromise the passenger experience, argues Clip’s Head of Design, Augustin Scott de Martinville. “Rather than focusing on aesthetics alone, modern onboard equipment needs to integrate storage efficiency, durability, sustainability and intuitive usability,” he says.
For example, his team developed the Swiss Bento, a reusable meal box inspired by the traditional Japanese bento. Features such as integrated cutlery storage and the ability to return all meal components inside the box simplify both service and collection, while eliminating disposable lids and protective films. Twelve Bento units fit a single galley drawer, improving space efficiency.
Similarly, for Edelweiss, Clip developed a new generation of reusable service equipment where components perform multiple functions such as a second-service box whose lid transforms into a bread plate. Clip selected SiloxiHT lightweight ceramic instead of conventional bone china to reduce weight with increased hardness, allowing lower onboard weight while improving resistance to breakage. This in turn has contributed to lower fuel consumption, fewer replacements and more consistent presentation over time.
de Martinville adds: “Every decision has implications across the entire service chain – from catering preparation and logistics to inflight service, washing and storage. Design has to carefully balance operational requirements with passenger expectations. A product may look elegant, but it must also withstand repeated industrial washing, fit existing galley infrastructure, optimise loading density and remain intuitive for cabin crew to use under time pressure. A collaborative development process allows relatively small design improvements to create significant operational benefits across thousands of daily service cycles.”
He insists equipment which is immediately understandable – for both passengers and crew – reduces handling time and minimises service errors. Features such as integrated cutlery storage, multifunctional components and clearly organised product layouts all contribute to faster, more efficient onboard operations without requiring additional training.
Refining solutions
Javier Fuentes, Head of Product Development at Kaelis, agrees that the best products are never developed in isolation. He says: “Every design decision is evaluated from multiple perspectives: cabin crew usability, passenger perception, manufacturing feasibility, regulatory compliance and long-term durability. The result is not simply a customised version of an existing product, but a completely refined solution that reflects operational requirements and premium brand identity while maintaining the robustness required for years of intensive use. Innovation is no longer only about creating entirely new products, it is about rethinking everyday equipment to make it smarter, more intuitive and more sustainable.”
An example of this is the premium Business Class coat hanger Kaelis developed for airlines such as Air Côte D’Ivoire, Delta, United Airlines and many others. Fuentes says: “While a coat hanger may seem like a simple onboard accessory, we approached it as an opportunity to improve both the passenger experience and crew operations. By integrating our patented Rotus³ three-wheel seat-number selection system directly into the hanger, we transformed it into an operational tool that helps cabin crew identify garments quickly and accurately. At the same time, we redesigned the hanger to reduce material used and weight by removing the traditional lower bar improving packaging efficiency and reducing its environmental footprint, without compromising durability or aesthetics. These types of refinements may appear minor individually, but across an airline fleet they contribute to faster service, more standardised procedures, lower material usage and a more consistent premium experience for passengers.”
He continues: “Physical equipment has a direct impact on operational performance. When products are intuitive to use, durable and reliable, they reduce handling time, minimise replacement costs and help crews deliver a more seamless service. With our new hanger, crew members spend less time identifying garments and passengers receive a faster, more personalised experience. The premium finish, anti-slip silicone pads and robust construction also improve product longevity, reducing replacement frequency and lowering lifecycle costs. Ultimately, well-designed equipment allows airlines to improve both operational efficiency and customer satisfaction without increasing complexity.”
He notes a broader industry trend toward modularity, flexibility and multifunctionality adding: “Every piece of onboard equipment is expected to perform multiple functions while occupying less space, reducing weight and supporting increasingly personalised service concepts. We believe future onboard equipment will continue to integrate operational intelligence into products that were traditionally considered passive accessories. The primary objective of every innovation should be to simplify the crew’s work while improving service consistency. Ultimately, innovations like these demonstrate that even relatively small pieces of equipment can have a meaningful impact on operational efficiency, crew confidence and the overall premium passenger experience when they are designed with both functionality and human interaction in mind.”
Crew talk
Ellie Parkes, International Business Development Manager at John Horsfall, sees crew input around textiles onboard as equally important. She says: “We all want passengers to be more comfortable and quality soft furnishings are a great way to achieve that, but more blankets can mean more work for provisioning teams, cabin crew and launderers. Efficiency of process needs to be part of the product development process.”
This has driven the development of bedding items designed to require minimal intervention from crew, she says, with simple visual cues such as ‘feet here’ labels on mattress covers, cabin-specific colour coding and identifiers to support faster handling. More technical solutions include RFID tags embedded into bedding items to improve inventory management and forecasting.
Parkes adds: “As with all product development, the key is understanding what problem needs to be solved, and for that, communication is key. Suppliers already know how passengers use their products but they also need to understand the pre- and post-flight processes and the areas of tension. When airlines share details of how their products are packaged, provisioned, stored and delivered throughout their lifecycle, suppliers can design a product which is efficient and effective.”
Manoj Pridhanani, Creative Director at Plane Talking Products, agrees: “Understanding the service ambition is the starting point. The most successful collaborations combine operational insight with manufacturing expertise to create products that are aesthetically pleasing, practical, durable and efficient.”
He believes multifunctional products can help reduce complexity, optimise space and support consistent service delivery. He highlights the CAPTO Economy tableware PTP engineered for modern airline operations, where lighter, easier-to-handle products and more efficient stacking solutions help save space, reduce handling time and minimise damage.
He concludes: “When one item serves multiple purposes, airlines can reduce the number of products they carry, simplifying logistics, storage and inventory management. The result is a more streamlined operation, lower costs and a more consistent service experience.”
Small tweaks rarely make it into the spotlight, but when crew needs sit at the heart of product design, they can inspire innovations that punch well above their weight.
