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Publisher of Onboard Hospitality Martin Steady Editor: Jo Austin Associate Publisher: Sue Williams Assistant Editor: Julie Baxter News Editor: Laura Gelder Contributing Writers: Andy Hoskins, Jeremy Clark, Richard Williams (OnBoard Entertainment), Sally Gethin, Raymond Kollau, Roger Williams, Rob Britton, Steve Hartridge Creative Director: Matt Bonner Art Director: Daniel Franklin Designer: Tina-Lee McDougall Junior Designer: Louisa Horton Production Manager: Clare Hunter Production Controller: Steve Hunter Subscriptions: Cheryl Staniforth Publishing Director and Managing Editor: Alan Orbell
Onboard Hospitality is published by: BMI Publishing Ltd Suffolk House, George Street, Croydon, Surrey CR9 1SR, UK Tel: +44 (0) 20 8649 7233 Fax: +44 (0) 20 8649 7234 Editorial email:
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© BMI Publishing Ltd 2013. Whilst every effort is made to ensure accuracy, BMI Publishing Ltd cannot be held responsible for any errors or omissions.
ISSN: 2046-2042 Cover image: Norwegian Cruise Line
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CONTRIBUTORS
Jo Austin Editor
Onboard Hospitality
Most speak of seemingly unbelievable technologies that will make our lives easier to manage. But in so many aspects of our lives that future is already here. At the ABTA Travel Conference in Croatia last month, attended by our assistant editor, Julie Baxter, Monarch Airlines' customer experience and marketing director Tim Williamson announced this eye-popping fact: "More people now own a mobile device than have access to water."
The future is now! E
You surely do not need to employ the wisdom of a futurist to conclude that the coming years will be all about the changing face of technology, with increasing emphasis on consumer use of phones and tablets for researching, planning and booking travel.
At Schiphol Airport, Amsterdam, they are working hard to enhance the passenger experience. At an excellent presentation at Terrapinn's World Low Cost Airlines conference, KLM’s Martin Koopman 'talked' us through the airport using mobile phone technology that delivers passengers and their luggage from check-in to departure without even the suggestion of a queue. Personally, I sense a world of 'over-communication' and hope, as John Long hints in our interview on page 60, there will always be a need for face-to-face meetings to establish lasting business relastionships. We hope to see you in person at ITCA and the Marine Hotel Association!
very conference I have attended over the last twelve months or so has featured a 'futurist', a crystal ball-gazing guru who studies the future and makes predictions based on current trends and patterns.
RAYMOND KOLLAU Founder of industry and consumer trends research agency
airlinetrends.com and a frequent presenter at trend sessions at airlines.
ROB BRITTON Worked in travel all his life and was with American Airlines for 22 years. Now a consultant, writer on travel topics, and invited lecturer at 25 business schools.
JEREMY CLARK A trained chef who has worked in catering for Royal Brunei, Swissair, PanAm, Alpha and co-developed Inflair Software for airline caterers.
RICHARD WILLIAMS A freelance writer and member of the British Guild of Travel Writers. Our specialist writer for the OnBoard Entertainment sector.
ROGER WILLIAMS Director for Rail Gourmet and President of the International Rail Catering Group, Roger has been at the sharp end of travel catering for 35 years.
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