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celebrating 50 issues reflecting


Looking back


As part of our 50th issue celebrations we have invited several members of our industry to talk about the changes they have seen, and expect to see, over a span of 2o years


You read it here first…


....quotes taken from past issues of OnBoard Hospitality:


“The major trend towards outsourcing


will continue. Next will be full outsourcing of cabin service delivery, like a retail concession. It’s no longer a question of ‘if’ but ‘when’. James Drayton, evp Performa OnBoard Hospitality Issue 02, Dec ‘02


Our first editor, Mary Gostelow, sent us her contribution from Sydney reflecting on the past ten years: “It is 05.25 here in


Sydney, but the world of onboard hospitality is truly 24/7. Take the cruise industry. Right now both Regent Seven Seas Voyager and Silverseas’ Silver Whisper are in port here. Once they sail, at least proverbially, both offer round-the-clock hospitality. Having sailed through the Panama Canal with Silversea this last Christmas, I can swear that when we disembarked there were many on board one had only seen at the before-sailing lifeboat drill. Some get up early, pre-dawn, to enjoy sunrise breakfast on the deck. Others consider the post-dinner show the prelude to a night of dancing and gaming. It is exactly the same in the air, although


hours are compulsory. Passengers are forced, on an overnight flight Boston MA to Amsterdam, to get up at what their body- clocks say is midnight. Nothing has changed. What has changed is the mindset of the


majority of the general public. Just as some want the cheapest cruise with the biggest buffets they can get, others opt for low-cost flights and then complain when they have to pay so much extra for baggage and check-in they might as well have opted for a legacy carrier in the first place. Those legacy carriers are becoming wiser in their pricing, and more knowledgeable in the fact that a quality inflight product throughout the plane contributes largely to passenger, and thus flight attendant and ultimately bottom-line, satisfaction. Etihad has worked with the brilliant Keith Yates, who helped re-open The Savoy in London, for years. And British Airways’ new MD Brands and Customer Experience Frank van der Post, formerly COO of the Jumeirah hotel group, is already having a ripple-down effect on product (much better food) and service at BA. Now, having written this, I leave – for yet another flight, this time to Melbourne.” (Mary is Publisher-Editor of The Gostelow Report, market intelligence for the hotel industry – her daily blog is girlahead.com)


“SAS Scandinavian Airlines launched a revolutionary new mobile phone and speech recognition service which enabled passengers to check-in before reaching the airport and hence avoid the queues.” OnBoard Hospitality Issue 09, Feb ‘04


“Obesity is affecting the airline industry not only by increasing fuel use because of increased weight, but by stretching the limits of airline seat size.” Dr Sam Klein, Washington Uni School of Medicine OnBoard Hospitality Issue 15, Feb ‘04


“The 187ml bottle of tomorrow is arriving! PET (plastic) is the best solution for airlines in terms of weight reduction, and is well accepted by passengers. They also have the added element of safety and offer more possibilities in terms of recycling.” Oliver Henry, commercial director Paul Sapin OnBoard Hospitality Issue 27 Feb ‘06


“Virgin Atlantic has completed a successful demo of the use of biofuel in aviation. Its Boeing 747-400 took off from Heathrow and flew to Amsterdam with one of its four engines operating entirely on biofuel.” OnBoard Hospitality Issue 31 April ‘08


www.onboardhospitality.com


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©silversea


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