SEC 701 SERVAIR (ฉบับแก้ไข)

SERVAIR

Servair is the leading French airline
catering and cabin cleaning company.

C TO HNETEA RNTTSO F F O O D 02 About Servair
10 History
22 Contact Channel
24 Service Model
40 Customer Service

Caterring with
42 full confidence
44 Awards

Strategy and
46 activities
63 Logistic
73 Members
78 Reference

SERVAIR'S
PROFILE

1

ABOUT
SERVAIR

A GLOBAL QUALITY OFFER
Servair, a gategroup subsidiary,
is the leading French airline-catering
and cabin-cleaning company. It is
active at 31 airports in 19 countries
and has 10,500 employees. Servair
has also established itself as
the leading caterer on the African
continent, with 21 locations in
18 countries.

In France and in Africa, Servair has
been the privileged partner of
airline companies for more than
40 years. In airline catering, airport
assistance and counseling, its
universal expertise allows it to
satisfy all of its clients’needs.

2

Servair serves more than 100 airlines
in 19 countries and employs 10,500 people
of all nationalities. Servair has also ventured
into out-of-home catering, notably
in industrial and institutional catering.

Through its three axes, On-Board Services, 3
Airports Services and Out-of-home catering,
Servair is able to bring solutions to all
the needs of its clients’ needs. Its ambition?
Turn the quality of its service and
innovation into performance levers for
airline companies and other appropriate
actors.

SERVAIR

A COMPLETE, TAILOR-MADE AND
CUSTOMER-FOCUSED OFFER

4

A complete, tailor-made and customer-focused offer

From consulting to implementation, from cooking to
logistics, from economy to business classes, from low cost
to premium, from airplane to city—by placing the customer
at the centre of our thinking at each phase of our action,
we are able to provide services, offers or responses precisely
adapted to all concerns.

With extensive knowledge of passenger needs and desires,
Servair’s teams are dedicated to the development and
management of the various trades necessary to
guaranteeing the delights of travel.

5

Servair teams assure
the entirety of services
related to on-board
services, the first among
them being
the elaboration of meals,
their preparation,
and the arrangement
and routing of trays that
go aboard aircraft.

Cleaning and preparing
planes, press
management, on-board
sales, are also services
that Servair has available
for its airline companies.

SERVAIR

6

Lounges, drinks and
snacks, assistance to
people with disabilities
and/or with reduced
mobility, duty free shop,
the Airports Services
axis assemblies services
offered at airports, both
before take-off and after
landing.

Out-of-home catering
assembles all industrial
catering offers,
institutional catering,
deliverable meals, and
even site facility
services.

7

Servair in

8

n Figures

9

HIST

Because of its history, Servair has assets and

vigor to face the future, as well as the pos

Creation of Servair yr4a7u9na1J
by Air France y3ra7u9n1aJ

01Starty1ra7u9n1aJ 02 03

Beginning of activities
(CESAF)

For catering on trains out of
Saint-Lazare station, in Paris

10

TORY

know-how which give it the strength and

sibility to always satisfy its customers.

First flight catering Birth of the catering service

The 13th of March, at 7 a.m., With the brand Edouard Le Thym,
Servair delivered its first catering Servair provides customized

services for a B 747 of TWA gastronomy for cocktails, buffets and
airlines. At that time, 520 special events. The activity will be taken

employees worked at Servair. over by Jet Chef a few years later
The same year, Servair 1 (CDG (now PAC Ouest).

airport), Servair Martinique
(Martinique island) and Servair

Réunion (Reunion island)
were created.
yr6a7u9na1J
yr4a7u9rb1eF
05
04

Creation of the first
Servair laboratory

Its aim is to conduct daily sanitary
checks on foodstuffs destined for

customers. On this date, one
laboratory employee conducts

1,000 analyses per year.

11

y7ra7u9n1aJ Inauguration of yr5a8u9na1J First ad
“Le Toit des Arts” campaign

Servair produces up to 2,000 meals Aimed at Air France
per day for “Le Toit des Arts“, crew members.

a panoramic restaurant at the Pompidou
Center (Modern Art museum in Paris).

06 08
07
y2ra8u9n1aJ
Key figures to success

2,000 employees, 50 client airlines and 4.3
million meal trays are produced per year.

Since 1975, 4 catering units have been
created, Servair Lyon (Lyon Air Traiteur),

Skychef Servair (Seychelles), SOGRI
(French Guiana) and SORI (Guadeloupe)

12

yr8au8r9be1F Beginning of the partnership
with Flying Food Group

Servair develops its network in the
USA with a joint unit in Chicago.

y8ra8u9n1aJ 10 y9ra8u9na1J11
09 Servair
expands
Toward a more into Africa
innovative production First African unit
for Servair with the
Servair tests its first sous-vide creation of SESAL,
products and creates “Le bon a catering unit at
moment”, a new brand of first the Libreville
class products aboard trains. airport.

13

The Company brings itself Servair, agile
up to Japanese time company

To be ever closer to meeting the Investment plan of
needs of Nippon Airways, Servair 750 million Euros to
builds its own Japanese kitchen adapt Servair to the
within its catering unit in Roissy.
growing airline
12
14 market.
13
0hc9ra9M1
y0ra9ur9b1eF

y0ra9u9na1J
First steps in the Duty
Free activity

The first Servair Duty Free Shop
in Africa opens in Dakar, Senegal.

14

Birth of the “special flights” service

Special catering services to provide meals for
the Concorde, presidential flights, etc.
For example, in 1993, 2,000 meals were

elaborated for the Concorde each month.
y5ra9u9na1J
y3ra9u9n1aJ

2hc9r9aM1
16 17
15
Servair sets
Servair’s network expands foot in China

Servair provides 20 million meal With its partner
trays per year for 80 client airlines. SATS, Servair

Since 1982, 7 units have been starts its catering
opened: Jet Chef activities in

(Le Bourget airport), Montparnasse Asia, in Macau.
Vaugirard (Railway catering in

Paris), ACNA (CDG airport), Dakar
catering, CPA (PAC Nord) and
Servair 2 (CDG airport).

15

y8ra9u9n1aJ Creation of y1r0au0n2aJ Responsiveness
“The Toques du Ciel”
and flexibility
association
Bruneau Pégorier
To promote culinary know-how in France Catering, CAP and
and abroad, Servair creates Servair unit 2 are
re-organized to
“the “Toques du Ciel” association.
better serve
18
20 Air France.
19

y0ra0u0na2J “Three-star” menus for
the new millennium

In 2000, Alain Ducasse created the
Concorde Menu. It was the beginning of
several new collaborations with high French
Chefs such as Joël Robuchon, Jacques Le

Divellec, Guy Martin, Michel Roth,
Régis Marcon, Anne-Sophie Pic.

16

lirpA Birth of the
scientific committee
1002
Made up of 7 experts, doctors,
21 professors and veterinarians, its
mission is in particular to anticipate

food-related emergencies.

22
23

y1ra0u0rb2eF Servair strengthens its y2ra0ur0b2eF A promising
position in Italy route through

With its partner Alpha, Servair buys the 21st
the Italian catering company Air Chef. century

17

y3r0au0n2aJ Servair Senegal is
ISO Certified

This first ISO certification in
Africa shows the willingness of Servair
to extend its certification policy overseas.

24 3h0cr0aM225
Creation of
At the dawn of the noughties, Logair
Servair’s turnover is 490 million € (today Dutyfly
and the company produces more Solutions)
Around ten
than 40 million meals per year European airlines
with 7,700 employees. Since 1992, benefit from the
OAT, SKYLOGISTIC, ACNA Orly and expertise of Dutyfly
SERVANTAGE have been created Solutions for their
onboard duty free
in France. Two new stopovers sales.
have enlarged the African network

to Togo and Mali, and the
partnership with Flying Food
Group has been strengthened
with Miami and San Francisco.

18

y4r0au0n2aJ First Buy-on-Board offers y5ra0u0n2aJ Room Saveurs:
the Collective
Sandwiches, cold and hot snacks and catering offer
drinks compose this catering offer specially
With its new client
created to be sold onboard airlines. Room Saveurs,

26 Servair creates 3500
meal boxes to be
27
delivered each day to
companies all around
Paris and its suburbs.

28

4h0cr0aM2 Servair becomes the first
in-flight catering
company in Africa.

With 6 catering units in six African
countries, compared to 16 in
2014, including Seychelles.

19

yraunaJ Birth of the
“Studio Culinaire®”
9002
Created by Servair and chaired by
Joël Robuchon, its mission is to inject

more audacity into gastronomy. Its
members are Guy Martin, Bruno Goussault,

Jacques Le Divellec and Michel Quissac.

y7r0au0n2aJ 30 yr3a1u0rb2eF31
29
Creation of the
Conquering the A380 Air Lounge
Café brand
Initial full-scale tests
of cleaning and A new concept of bars
and snacks dedicated
loading are carried out by to airports. The first
Servair Solutions. ones start operating
at the Martinique and

Reunion island
airports.

20

Servair, an inevitable partner

Servair is active at 38 airports and

in 22 countries worldwide. 10 000 employees Gategroup

prepare more than 80 million meals a year. Gategroup enters
the capital of Servair.
In addition to the many new units opened in
y7ra1u0n2aJ34 Present
Africa, Servair has inaugurated, since 2002,re4b1o0tc2O

yr4a1u0rb2eFthe Base Handling site (PAC Est unit) and

created Paris Air Catering (PAC). Other new

units are inaugurated in New York, USA,

32 and in Sao Paulo, Brazil.

33

Burger King

Signature of a partnership with
Burger King with the aim of

developing the brand in West
Africa and in Kenya.

21

22

CONTACT

SERVAIR Catering

10-14 Rue de Rome
95726 ROISSY-CHARLES-DE
-GAULLE,France
01 48 64 85 85

Aurélie Chambon
+ 33 1 53 32 56 88
[email protected]

Laura Cottu
+ 33 1 53 32 55 52
[email protected]

Website: http://www.servair.fr/en/
Twitter: @servair

23

SERVICE MODEL

24

2 1

AIRPORT OF ON-BOARD
SERVICE SERVICES

3

OUT OF HOME
CATERING

25

On-Board

Airline cartering

CORE ACTIVITY, HEART’S ACTIVITY
A key element of airline identity, in-flight catering
is a high stake in the quest for traveler satisfaction.
Drawing on its expertise, its creativity and the performance
of its industrial instrument, Servair knows how to make
each meal a privileged moment.

Attentive to airlines and their passengers.
More than a thousand menus and product sheets have
already been elaborated, taking into account
the requirements of each airline and the specificities of
each flight. In this way, Servair is able to offer meals
ranging from brasserie for economy to very high
gastronomy first class and business class, or official flights.
Each day, Servair draws on the efficiency and reliability
of its industrial and logistics tool to prepare and serve
meals throughout the world, while offering the highest
quality levels of service to passengers. Because it adds
value, in-flight catering has become a sales asset and
a reason for the loyalty of airlines.

26

Services

A logistic strike force
From handling orders to preparing trays, through
assembling and accompanying them onto the plane
as well as cleaning on-board equipment… at each step,
Servair uses its catering expertise and solid and
responsive logistics know-how to maximize the benefit
to airlines.

An offer adapted to each of our tastes
Servair knows how to respect culture and special meals,
by having on offer menus adapted to the needs and
tastes of each of us: standard as well as personalized
menus; buy on-board; religion-based cuisine (halal or
kosher meals); specific régimes (vegetarian or medical);
world tastes (Japanese, Indian, Chinese, West-Indian
cooking…); wine steward services.

27

On-Board Services

Cabin cleaning

Cleaning and cabin fitting-out are the two activities of Servair
that are directly linked to catering. In France and abroad, for
each type of aircraft and for each flight, Servair develops
specific fitting-out and cleaning plans.

28

Newspaper handling

Servair also provides newspapers and journals on a daily basis
to more than 30 airline companies, on the plane and
on the ground, through a thorough organization, to close
study of departures and destinations for all flights.

29

BUY on-board

Since the beginning of the 2000 decade,
Servair has developed a range of product
offers sold aboard some airlines. Known
as “Buy on board”, this offer includes
foods, hot and cold snacks, and drinks.
At Servair, Buy on board is a range of
turnkey services basically aimed at
charter and low-cost airlines. From
consumption studies to sales tools,
through crew-member training, the Buy
on Board offer expands due to Servair’s
marketing skills and logistics know-how.

Servair’s “Buy on board” clients:

Transavia Level

Vueling Xl Airways

Jetairfly Jambo Jet

Joon Air Arabia

·

30

AIRPORT
OF

SERVICE

Lounger

From 2011, Servair, together with City One on the French
market, has offered airports and airlines turnkey lounges with
the possibility of a reception and a service tailored to the
needs of passengers, together with a creative and adaptable
catering offer. That’s the number of lounges that Servair
manages throughout the world. (16 in Paris,16 in Afica)

31

OUT OF
HOME
CATERING

Institutional catering

Servair also puts its culinary
experience and dynamism at
the service of companies and
local authorities. A complete
range of services to meet
the diversity of its customers’
needs: school or company
canteen management,
delivery of prepared meals
ready to be reheated;
A guarantee of flexibility and
of gustatory quality thanks
to the company’s long
experience in sous-vide
cooking; Regular work with
nutritionists and a perfect
knowledge of legislation
in the fields of health and
school catering. More than
150 establishments (schools,
hospitals, barracks, etc.)
are supplied every dayon
the Servair network
worldwide.

32

NUTRITIONAL
MANAGEMENT

PLAN

While respecting the food
requirements of its customers,
as well as the organoleptic and
microbiological qualities of
its services, Servair ensures
compliance with
the Nutritional Management
Plan (NMP) and incorporates
its main objectives:

increase the consumption of
fruit, vegetables and starchy
foods.
reduce lipid intake and
rebalance the consumption
of fatty acids.
reduce the consumption of
added simple
carbohydrates.
increase iron intake.
increase calcium intake

33

• Delivering catering

With its culinary and logistical
expertise in France and Africa, Servair
is able to meet food production
needs in small or large quantities for
home or office delivered catering,
in the form of meal trays, ready meals
or lunch boxes, for any of the world’s
cuisines. Mastering all the main food
production techniques and their
constraints, Servair offers the solution
best suited to each need: fresh
manufacturing, cooking at the right
temperature, sous-vide preservation,
or production in frozen products—and
always in the greatest respect of
the rules of hygiene and food safety.

34

Event caterer, a significant
market in Africa

Since the opening of its first
centres on the African continent,
Servair has always developed a deli
and event catering offer in
conjunction with its airline
catering offer. In Côte d’Ivoire in
particular, Servair Abidjan, thanks
to its “Grain de Sel” brand,
manages different types of events,
from official meals to large-scale
commercial events, for both
institutional organisations
and private companies.

35

Commercial
Catering

8 complementary concepts & 2 franchises allow us to meet
a varied demand for a diversified and international
clientele. Servair’s offer thus covers all kinds of catering
from the convenient store to the on-site restaurant.

36

1.BURGER KING

Since 2014, Servair has been developing the brand
in many countries on the African continent.Today,
nearly 20 restaurants are managed by Servair teams

in Africa.

The first restaurant managed by Servair opened
in 2008 in Pointe à Pitre (Guadeloupe).

2.PRÊT-À-MANGER BY GILLES
DESPLANCHES

International franchise brands 37

International brands crea
and developed by Servai

Air Lounge Café
A cosy space at the heart of the
airport, whether for a gourmet
break or simply to have a drink.
Propitious to exchange and
escape, these elegant and
comfortable welcoming places
contribute to the modernity and
dynamism of the airport.

Café Paradiso
Good, simple, fresh. A 100%
locally-inspired concept whose
atmosphere and design are
inspired by the culture of
the location.

The Pub
A modern version of
the traditional English pub
offering a wide range of spirits,
beers and wines as well as hot
dishes, snacks, sandwiches,
salads and pastries, either to
take away or to enjoy on site in
front of a sports programme.
Breakfast is also available from
4:00 a.m. to 11:00 a.m.

38

ated Corner Bar
ir “The place to be” for football fans,
this concept offers a wide variety
of local and international beers
and the television broadcast of
football all day long.

PKO
The PK0 brand is about travel,
discovery and a real promise of
quality. Offering a simple and
healthy catering in a natural and
modern setting, PKO meets
the needs of the consumer by
guaranteeing freshness,practicality
and concern for sustainable
development.

HQ Quel Goût!
When eating means having fun!
HQ Quel Goût! is a contemporary
fast-food concept that targets
customers looking for healthy,
balanced and original products
to eat on site or take away.

Terre d’Escale
Terre d’Escale is a gustatory break
in a refined setting, offering
a panoramic view of its
environment, inviting relaxation
and escape. The products are
presented in the form of a buffet
and are accessible to everyone
at any time during the meal.

39

CUSTOMER
SERVICE

Cleaning and preparing planes, Lounges, drinks and

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หนา้ ยีสิบเอด็
companies. both before take-off

40

snacks, assistance to Out-of-home catering
ies aบรnาวdน/ีทoีไมrท่ wําใหi้คthุณตrอ้ eงรdู้สuกึ ผcดิ ed assembles all industrial catering
hop, the Airports Services offers, institutional catering,
ces offered at airports, deliverable meals, and even site
and after landing. facility services.

41

CATERING
WITH FULL
CONFIDENCE

Guarantee every client service, at the highest quality and safety
food standards, is the priority and the reality of Servair’s every

instant.

42

CATERING
WITH FULL
CONFIDENCE

A quality requisite Healthy and safe food

To meet this requisite, From Paris to Bamako, Servair makes
Servair adopts a structured it a point to design and maintain
quality approach. Beyond premises that facilitate cleanliness,
in-house checks, the cold chain, and adapted work
operational sites are flowcharts. Staff training is also a high
certified by renowned priority, and helps enforce the respect
international organizations. of good hygiene practices.
Such certifications ensure · Risk analysis based on the HACCP
service and food safety method is the basis for
conformity, with the goal of establishing frames of reference
client satisfaction always in common to Servair’s food activities.
mind. French units as well · Traceability, a key element in food
as certain international safety and transparency,
subsidiaries are certified is continually ensured at all sites.
under ISO 9001 (quality) or A specific traceability tool that is both
ISO 22000 (food safety) performing and reliable, and uses bar
standards. For a few years codes, has been deployed to Parisian
now, “environment” and sites.
“health and safety at work” · Certain menus receive
have become part of the the particular attention of our
quality procedure, in line dietitian team in terms of nutrition.
with the policy of
Sustainable Development. Monitoring and daily checks

Quality teams, together with operational
staff, closely monitor the processes of
service compliance and food safety by
means of check and audit plans.

43

RIAVRESAwards

The QSAI Excellence Awards are presented to the world's
top onboard caterers who have shown their commitment
to passengers through achieving the highest level
of excellence in food safety and quality

44

2016 SERVAIR

QSAI Golden Award 2014 and 2015
for Europe, Middle
East & Africa Award. QSAI Award, receiving
bronze awards.

2017

QSAI Award of Excellence
in Catering Quality for
Europe, Middle East and
Africa, receiving bronze
awards.

45

46

STRATEGY
AND
ACTIVITIES

47

STRATEGY
OF SERVAIR

Maintain our customers’ trust, first among them 01
Air France. Strengthen our special relationship with
AF Establish long-term economic performance
(to reach EBITDA margins of 10%)

02 Geographic development and diversification
of business lines. Grow in Africa Diversify our
Business Lines for growth, including our core
business which is catering.

Integration into Gategroup. Help create the 03
world leader in airline catering.

48