WELCOME
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 and Steve Hartridge Creative Director: Matt Bonner Art Director: Daniel Franklin Senior 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:
jo.austin@
onboardhospitality.com Advertising email:
sue.williams@onboardhospitality.com Subscriptions email:
subscriptions@bmipublishing.co.uk www.onboardhospitality.com
© BMI Publishing Ltd 2014. 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: Le Chocolat, Dubai
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Contributors
Understanding their needs
Transforming passengers into loyal customers is the aim of every transport business and whether it’s food and beverage, comfort or punctuality that attract passengers back to a particular carrier, one thing is for certain, we need to understand their needs.
This issue highlights some of the stunning new lounges appearing at our airports but also warns that it takes more than just ‘good looks’ to win loyalty. And a new study by a global loyalty marketing company, ICLP, has found that many airports are letting a large number of passengers ‘slip through the net’ and that they could be doing so much more when it comes to understanding their passengers.
As the industry meets in Anaheim, California this September, the keynote address will focus on ‘the passenger experience’ and ‘real-time engagement in the air and on the ground’. Other sessions will discuss entertainment and connectivity, which some will argue are the most important elements of any journey.
Whatever is the ultimate experience for your passengers, they are certain to enjoy a quality chocolate and the use of top of the range headphones. So read all about it in this, our 60th issue of OnBoard Hospitality, and enjoy the ride!
Jo Austin Editor, Onboard Hospitalty
Jo Austin, Editor
Raymond Kollau Founder of industry and consumer trends research agency
airlinetrends.com and a frequent presenter at trend sessions for 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 Our specialist writer for the IFEC section of OnBoard Hospitality, Richard is a travel and technology journalist.
Roger Williams President of the International Rail Catering Group, Roger has been at the sharp end of travel catering for 37 years.
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