Racket Group

Mission and approach

• Listen carefully and actively to understand each airline customer's needs.
• Design programs that effectively and efficiently meet client goals with ease.
• Be a long-term partner that customers can rely on.
• Bring clarity, lightness and efficiency to airline workplaces and passenger experiences.

Racket focuses on creative problem solving, flexibility and simplicity, coupled with honest, straightforward and open communication.

History

• Founded in Kansas City in 1891 as an outfitting post for travelers moving west on the Santa Fe and Oregon Trails (Racket Merchandise Company, incorporated April 22, 1891).
• Evolved over time from a general store, to a restaurant supply company, and now to an international airline supply company.
• The business is now in the 6th generation of ownership and operation within the same family (the Hoagland family).

This long history contributes to Racket's reputation as a reliable and consistent supplier to the airline industry.

Leadership

• President and CEO: Anne Bauer.
• Racket emphasizes highly personalized service and close attention throughout product design, production, warehousing and distribution.

Locations and operations

• Headquarters: Kansas City, Missouri, USA.
• Additional office locations: Brussels and Hong Kong.
• Racket serves a large international customer base in the airline industry.

Diversity and sustainability

• Certified diverse supplier (WBE/WOB).
• Draws on extensive global experience and a diverse perspective to support exceptional connection and service.
• Prioritizes simplicity, sustainability and low-impact, streamlined operations from product design through final delivery.

What is not specified

• The website does not publish specific pricing, minimum order quantities, or detailed contractual terms. Prospective clients should contact Racket Group directly to discuss their needs.

Design solutions

• Designs in both physical and digital spaces.
• Creates engaging and memorable experiences centered around users' needs (passengers, crew and airline staff).
• Helps improve existing products and services or develop new ones.

User and data-driven insights

• Uses user research to identify key issues and opportunities in customer data.
• Helps clients interpret customer and operational data.
• Guides clients in defining goals that meet customer needs.
• Provides data-driven insights to support decisions and improvements.

Improving user experience

• Supports airlines in understanding their customers' needs and expectations.
• Helps design flexible solutions that meet and exceed those expectations.

Business and design strategy

• Guides clients in designing new ways of providing value to customers.
• Helps shape ancillary sales and growth strategies using existing customer data.
• Provides tools and frameworks that allow clients to continue growing value over time.

Project scope

• Services can range from focused design improvements to broader user experience and business strategy engagements.
• Specific project scope, timelines and pricing are not detailed on the website and should be discussed directly with Racket Group.

Racket Group supplies a wide range of passenger service products and related items for airlines and travel service providers.

Product categories mentioned on the website

The website refers to the following product types and categories:

• Scoops + tongs – including ice scoops and ice tongs designed to meet relevant hygiene guidelines.
• Trays + caddies – items that help organize and present food, beverages and service items.
• Headphones – passenger audio products.
• Comfort items – items that increase passenger comfort during travel.
• Snack baskets + storage – containers and storage solutions for snacks and small items.
• Pillows, blankets, duvets and mattress covers – soft goods for passenger comfort.
• Tableware + flatware – items used in meal service.
• Family + kids items – products intended for family and child passengers.
• Coffee + tea pots – hot beverage service items.
• Table linens – linens used in inflight or lounge table service.
• Hangers – items to support garment storage.
• Kits + bags – such as amenity kits or other packaged sets.
• Oshibori + refreshing towels – towels and related service items.

Custom and in-stock options

• The website notes that Racket can provide a variety of in-stock items available for shipment to meet budgets and timelines quickly.
• Racket can also support the creation of new bespoke service concepts and products, drawing on its design and manufacturing capabilities.

Product details

• Specific product specifications, materials, branding options and regulatory details are not fully listed on the website.
• For detailed information about individual products, compliance standards or customization options, customers should contact Racket Group directly.

Pricing and ordering

• The website does not publish prices or detailed ordering terms for these products.
• Prospective clients should contact Racket Group to discuss requirements, availability and pricing.

Kansas City office (headquarters)

• Address: 713 Walnut St., Kansas City, MO 64106, United States.

Other office locations

As described on the website, Racket Group also has office locations in:

• Brussels
• Hong Kong

(Full street addresses for Brussels and Hong Kong are not listed on the website.)

How to get in touch

• For new projects, product inquiries, service questions, or information about working with Racket Group, customers are directed to start the conversation via the published contact details.
• The website does not list specific office hours; customers should use email or phone to arrange a suitable time to speak with the team.

Lists Kansas City, Mission, Walnut, Santa Fe, and North Salt Lake as a location. Names Kansas, Missouri, Oregon, United States, and Kansas City as a service area. Areas beyond these are not published.

Sustainability and operations

• Racket honors the need for simplicity and sustainability in its operations.
• From the beginning of a new product design through to final delivery of a shipment, Racket prioritizes:
• Sustainable, low-impact approaches where possible.
• Streamlined, efficient operations.

Company culture and values

From its history and "Our Culture" statements, Racket emphasizes:

• Flexibility, creativity and simplicity as key to its longevity and evolution from a general store to an international airline supply company.
• Creative problem solving and ingenuity to adapt to changes in travel and aviation over more than a century.
• Honest, straightforward and open communication, including daily review of orders to help ensure customers have the products they need.

These values inform how Racket designs products and services and how it partners with its airline customers.

Manufacturing

• Converts airline and travel brand concepts into finished products.
• Uses an experienced team of manufacturing experts to bring client visions to life.
• Emphasizes efficient and reliable production.

Logistics and order management

• Provides daily review of all incoming and outgoing orders.
• Aims to ensure customers are not caught without the products they need.
• Coordinates distribution of in-stock products as needed.

Warehousing and stock

• Warehouses located in North America, Europe and Asia.
• Warehouses can be used for safety stock and to efficiently distribute in-stock products.

Geographic service scope

• Serves an international airline customer base.
• Office locations in Kansas City, Brussels and Hong Kong support clients in multiple time zones.

What is not specified

• The website does not specify detailed lead times, minimum order quantities, or specific stock levels.
• Exact logistics service levels, shipping methods and service guarantees are not published and should be confirmed directly with Racket Group.

Ask anyway — the agent will say plainly that it is not published rather than guess.