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Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg

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Lufthansa

“My personal hero today is Ms. Patricia Dzai. Patricia works for Swissport in Johannesburg, South Africa,” said eTN Publisher Juergen Steinmetz. Swissport is one of the largest aviation ground-handling agencies operating in countries around the world.

Major airlines hire Swissport to manage customer relations and logistics when it comes to baggage handling, including lost or misplaced items.

Lufthansa German Airlines’ ground handler in Johannesburg is Swissport. I recently traveled from Nice to Cape Town via Frankfurt and Johannesburg on Lufthansa German Airlines. I am a United Airlines Star Alliance Gold member and traveled on Lufthansa in Business class. Lufthansa is a member of Star Alliance.

When I arrived in Johannesburg, I heard my name called by Lufthansa’s lost baggage office handled by Swissport.

I was told my tube was still in Frankfurt, and they would put it on the next flight to Johannesburg. I explained it was of utmost importance to have the tube for an important trade show event, the World Travel Market in Cape Town, in the morning.

Patricia Dzai, the Swissport agent in Johannesburg, wanted to make sure this would be possible and sent an urgent message to Lufthansa in Frankfurt. The message said:

 

 

 

 

 

I was pleased to know my tube would go on LH 576 directly to Cape Town almost in time for the start of World Travel Market.

I went on to fly to Cape Town and received a text message in the evening saying my tube would be on the Lufthansa flight to Johannesburg, which was different from what Patricia had requested. Since it was late and the Swissport office in Johannesburg was closed, I was able to find a non-published phone number for Lufthansa baggage service in Frankfurt. Lufthansa, like most airlines, is hiding phone numbers to encourage passengers to communicate only by email.

I was told by Lufthansa Baggage Service in Frankfurt no such message to forward my tube to Cape Town was ever received by Swissport Johannesburg. The agent went on to say that passengers are often not told the truth by Swissport agents.

The Lufthansa agent in Frankfurt explained that his job was not to help me, since this was only handled in Johannesburg. I argued my tube is in Frankfurt and not Johannesburg, and the handling agent for Swissport in Johannesburg was closed.

The agent then said he was now doing a one-time exception for me and would reroute my tube on LH576 directly to Cape Town. He said there were 5 hours to get this done, still plenty of time according to him.

The next day I received another message telling me again the tube was on its way to Johannesburg instead of Cape Town.

I called Swissport in Johannesburg, and the news not could have been worse. They told me, apologizing, that my tube was still in Frankfurt for a second day, and they did not know why.

I again called the baggage-handling office in Frankfurt and was again told it’s all Swissport’s mistake for not telling them where to send it.

This time I was angry and called Swissport Johannesburg again. I asked Patricia why she was lying about this. I told her she never sent this request to Frankfurt, according to Lufthansa.

Ten minutes later, I received an email with a time-stamped screenshot from Patricia Dzai showing me exactly what was requested by her in the first place.

Patricia actually had gone out of her way originally to make sure I would be united with my tube on time and in Cape Town. I felt bad thinking she didn’t care and didn’t do anything, when in fact she did.

It shows that big companies like Lufthansa have a serious customer service issue. They hide behind a huge system and are trained to say it’s not their job and simply blame others for company shortcomings.

There was no way I could talk to anyone at Lufthansa about this, and my urgent email to them on the day I was trying to get the tube re-routed was just responded to 2 weeks after I was already back home in Hawaii. Lufthansa offered a 200 euro compensation.

No explanation was given and no apology for accusing Patricia Dzai and Swissport for not doing their job.

I finally received my tube on the last day after the trade show and took it back to the US unopened. When I changed planes in Frankfurt, I asked the agent working in the Senator Lounge to speak to a supervisor in baggage handling about this case and compensation. She told me I have to send an email, which I had already done days ago.

She gave me some chocolate and said they get customers’ complaints all the time and do their best to help and respond, but the back-up system by the airline is not there.

It’s all about a giant non-caring anonymous machine.

I extend my apologies to Patricia Dzai from Swissport, as I now understand she was also a victim of shortcomings created by Lufthansa German Airlines.

Patricia Dzai is the eTN Hero for today.

Travel News | eTurboNews

Vista Global to acquire JetSmarter

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Vista Global, a world leader in business flight solutions, announces that it has entered into an agreement to acquire JetSmarter, creating the global On Demand digital marketplace.

JetSmarter’s innovative marketplace technology will fulfil Vista Global’s digitization strategy, providing all customers with an unmatched end-to-end service and seamless booking experience. The acquisition will enhance Vista Global’s formidable position offering the largest suite of services and advanced technologies to every private aviation customer.

Following JetSmarter’s successful digital partnership with XOJET, it will now bring its digital capabilities to the entire Vista Global group. JetSmarter’s industry-disrupting platform will therefore be integrated into the back-end technology of Vista Global’s brands VistaJet, Vista Lease and XOJET. The integration will significantly improve the ease and speed of the booking process for the 150,000 passengers traveling with any of the Vista Global companies each year, building upon its impressive track record of offering customers the most technologically advanced solutions in the private aviation industry.

Vista Global’s Founder and Chairman Thomas Flohr said: “Today’s acquisition is an important milestone for Vista Global – accelerating and executing our vision of digitizing the entire private aviation offering. Customers today want speed, reliability and value, which in today’s world is only possible with technology. Vista Global’s reach and infrastructure will take JetSmarter to the global stage to fully realize its potential. JetSmarter’s technology will digitalize Vista Global’s market-leading customer offering to Program Members and On Demand customers.”

Since its founding in 2012, JetSmarter has become the preeminent provider of technology-enabled service to the business aviation market with two million downloads to date. Today, JetSmarter’s digital platform allows both Members and On Demand customers to book private or shared trips instantly.

Following the acquisition, JetSmarter’s customers will benefit from the reach, resources and operational expertise of Vista Global group. Its growing customer base will have access to a wider fleet, wherever they are in the world, and enjoy the highest standards in private aviation as they join the Vista Global family. They will significantly benefit from the group’s unparalleled customer service and an unmatched in-flight experience.

Steven Langman, Managing Director and Co-Founder of Rhône Capital added: “Vista Global is marking a new major milestone in its development. The acquisition of JetSmarter is fully in-line with the company’s mission: to transform the nature of the business aviation sector and offer its growing customer base a fast and seamless access to its services through digital innovation.”

Behdad Eghbali, Managing Partner and Co-Founder of Clearlake Capital Group stated: “Vista Global is the undisputed market leader with unmatched vision to consolidate and digitally transform this fragmented industry. Vista Global’s worldwide fleet access, unmatched end-to-end service experience, and world-class management team will combine with JetSmarter’s digital technology leadership including digital bookings and On Demand crowdsourcing to further expand Vista Global’s leadership. We are thrilled to partner with Thomas Flohr and the talented management team at Vista Global and believe that, combined with Vista Global, JetSmarter will flourish and revolutionize the industry’s digital transformation.”

The transaction is expected to be completed in the second quarter, subject to customary closing conditions, including the expiration or termination of the applicable waiting period under the Hart-Scott-Rodino Antitrust Improvements Act. As part of the transaction, all JetSmarter investors, inclusive of Clearlake Capital and Jefferies Financial Group, will become investors in Vista Global, supporting its future growth. Jefferies LLC acted as financial advisor to JetSmarter.

Travel News | eTurboNews

Visitors to Walter E. Washington Convention Center encouraged to ask Alexa

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Through a strategic partnership between Events DC, the official convention and sports authority for the District of Columbia, and Volara, the voice hub for the hospitality industry, visitors to the Walter E. Washington Convention Center are finding their way around the facility and hosted events easier than ever before through an ever-familiar voice.

The new voice-based wayfinding solution atop Amazon Alexa is powered by Volara’s market-leading enterprise-grade conversation management technology. Inside the 2.3 million-square-foot building sits wayfinding kiosks that host the voice assistant. Visitors are encouraged to ask Alexa about happenings within the convention center and ask where to find meeting spaces, food-and-beverage outlets, the closest shoe shine, the business center and more. More than 50 kiosks featuring the Volara-powered solution on Amazon Alexa will greet visitors, and voice commands will extend outside the facility to local businesses, services and attractions.

“At the Walter E. Washington Convention Center, we aim to provide our customers with a memorable experience,” said Samuel Thomas, senior vice president and general manager of Events DC. “Most people are tech savvy, and they want to have real-time access to the information they need in a format they are most accustomed to using. We partnered with Volara to provide wayfinding on voice command. Now event goers can get their questions answered quickly without having to seek out staff; it’s quick and efficient. We aren’t replacing face-to-face employee interaction – customer service is our core value and the reason we engaged in this project. This voice technology enables us to scale personal service and gives our customers the option to get information their way. It’s exciting.”

Wayfinding is just the first step. Thomas said his team is working with Volara to add more commands to the voice assistant with the goal of personalizing experiences for visitors. Show organizers can customize or brand kiosks strategically placed in their event locations. Volara’s conversation management engine will then be leveraged to respond to voice prompts for each event. The convention center is considering selling kiosk sponsorships as a value-added service. An automobile manufacturer, for example, may want to sponsor all kiosks in the Convention Center during The Auto Show, providing a good revenue stream for the facility and making the event more interactive, informative and fun.

“When we tell customers about this voice initiative, they get really excited,” Thomas said. “We are always trying to find ways to reinvent ourselves and provide better services for customers, and technology is at the core. Recently we added smart furniture to the public areas that contain USB ports or standardized plugs to keep people connected. We are one of the first convention centers to offer free WiFi. And, through our strategic partnership with Digital Conventions, we now have the most robust digital signage program in the country. This voice project with Volara is yet another added service that we are providing to our customers. With the flexibility of Volara’s software, the sky is the limit.”

Lasan Coger, general manager of Digital Conventions, said he was intrigued when Thomas approached him about the wayfinding by voice command initiative. “A collaborative team from Events DC, Digital Conventions and Volara met and put our minds together to see how we could launch this program. It was challenging to get to where we are today, but everyone involved loved the challenge, and more importantly, we love the product. When we see the responses from attendees at our events, it validates what we are doing, and we can’t wait to expand this program.”

Volara provides platform agnostic voice-based conversation management software and a secure integrations hub to the hospitality venues. Its software turns the leading consumer voice assistants (Amazon Alexa, Google Assistant and IBM Watson) into a business tool that drives more efficient customer service, influences visitors’ behaviors, and improves net promoter scores. Volara is a launch partner for both Google Assistant Interpreter Mode and Alexa for Hospitality.

“We are thrilled to bring wayfinding on voice command to the Walter E. Washington Convention Center,” said David Berger, Volara CEO. “We see Convention Centers, Casinos, Malls, Stadiums, Amusement Parks or any venue that can benefit from wayfinding as an exciting vertical for Volara. This successful deployment is proof that Volara-powered voice assistants can make a venue more visitor friendly, easier to navigate and more efficiently operated. Today we have a waiting list of convention centers that are eager to deploy our solution. The interest is overwhelming.”

To learn more about Volara-powered voice assistant programs, visit volara.io.

Travel News | eTurboNews

How safe is travel to Africa? African Tourism Board appoints SaferTourism

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African Tourism Board, (ATB)  has travel and security on its top agenda when attracting visitors to the continent.

At the upcoming ATB Launch on April 11, the organization will be announcing their appointment of SaferTourism.com to provide support and guidance to keep African Tourism Safe.

The man behind SaferTourism.com is no other than one of the best global experts available in this field.

Dr. Peter Tarlow, seen as a world-renowned expert in travel and tourism will be the keynote speaker at the African Tourism Board Launch Event on April 11.

ATB members and WTM visitors will be able to meet Dr. Tarlow at the African Tourism Board Stand (AP 12). His goal is to provide proactive guidance and hands-on approach to keep African destinations, hotels and attractions safe and available specifically for North American Visitors.

Dr. Tarlow is leading SaferTourism’s  Visitor Surety approach, meaning:

• The providing of a safe and secure environment for visitors and for those who work in its visitor industry
• Protection of tourism sites and infrastructure
• Perceptions, including how these perceptions impact its reputation
• The Protection of the economy vis-à-vis its tourism industry

Dr. Tarlow has been working on projects around the world and is known to include feedback from the US State Department in many of his international projects.

Dr. Peter Tarlow will be a speaker at the ATB Launch event on April 11,2019 during WTM Cape Town.

He is a world-renowned speaker and expert specializing in the impact of crime and terrorism on the tourism industry, event and tourism risk management, and tourism and economic development.  Since 1990, Tarlow has been aiding the tourism community with issues such as travel safety and security, economic development, creative marketing, and creative thought.

Tarlow has worked with numerous US government agencies including the US Bureau of Reclamation, US Customs, the FBI, the US Park Service, the Department of Justice, the Speakers Bureau of the US Department of State, the Center for Disease, US Supreme Court police, and the US Department of Homeland Security.  He has worked with such US iconic locations as the Statue of Liberty, Philadelphia’s Independence Hall and Liberty Bell, the Empire State Building, St. Louis’ arch, and the Smithsonian’s Institution’s Office of Protection Services in Washington, DC.

Tarlow has been a keynote speaker for governors’ tourism conferences around the nation including those for Illinois, South Carolina, South Dakota, Washington State and Wyoming.

He has addresses large-scale US government meetings for such agencies as:

  • The Bureau of Reclamation
  • The US Center for Disease Control
  • The US Park Service,
  • The International Olympic Committee

On the international scene, he has addressed conferences such as:

  • The Organization of American States (Santo Domingo, Dominican Republic, Panama City, Panama),
  • The Latin American Hotel Association (Quito Ecuador, San Salvador, El Salvador and Puebla, Mexico),
  • The Caribbean Chiefs of Police Association (Barbados),
  • The International Organization for Security and Intelligence – IOSI  ((Vancouver, Canada),
  • The Royal Canadian Mounted Police, Ottowa
  • The French Hotel Association CNI-SYNHORCAT (Paris)

Additionally, Tarlow is a featured speaker for numerous US embassies and with foreign tourism ministries around the world. For example, in his role as an expert in tourism security he has worked with:

  • Vancouver’s Justice Institute  (2010 Olympic games)
  • The police departments of the state of Rio de Janeiro (2014 World Cup Games)
  • The Royal Canadian Mounted Police,
  • The United Nation’s WTO (World Tourism Organization),
  • The Panama Canal Authority,
  • Police forces in Aruba, Bolivia, Brazil, Curaçao, Colombia, Croatia, Dominican Republic, Mexico, Serbia, and Trinidad & Tobago.

In 2013 the Chancellor of the Texas A&M system named him his Special Envoy.  In 2015 the Faculty of Medicine of Texas A&M University asked Tarlow to “translate” his tourism skills into practical courses for new physicians.  As such he teaches courses in customer service, creative thinking and medical ethics at the Texas A&M medical school

In 2016 the international engineering firm Gannet-Fleming appointed Tarlow its Senior Security and Safety Specialist  Also in 2016, Governor Gregg Abbot of Texas named Tarlow as the Chairman of the Texas Holocaust and Genocide Commission. As such he has wide experience in dealing with protest marches and other public events that touch upon that theme.

Tarlow organizes tourism security conferences around the world, including the International Tourism Safety Conference in Las Vegas along with conferences in St. Kitts, Charleston (South Carolina), Bogota, Colombia, Panama City, Croatia, and Curaçao

Tarlow lectures and trains tourism professionals and security personnel in multiple languages on a wide range of current and future trends in the tourism industry, rural tourism economic development, the gaming industry, issues of crime and terrorism, the role of police departments in urban economic development, and international trade.  Some of the other topics about which he speaks are: the sociology of terrorism, its impact on tourism security and risk management, the US government’s role in post terrorism recovery, and how communities and businesses must face a major paradigm shift in the way they do business.

Tarlow publishes extensively in these areas and writes numerous professional reports for US government agencies and for businesses throughout the world.  He has been asked to be an expert witness in courts throughout the United States on matters concerning tourism security and safety, and issues of risk management.

As a well-known author in the field of tourism security, Tarlow is a contributing author to multiple books on tourism security and publishes numerous academic and applied research articles regarding issues of security including articles published in The Futurist, the Journal of Travel Research and Security Management.  Tarlow’s wide range of professional and scholarly articles includes articles on subjects such as: “dark tourism”, theories of terrorism, and economic development through tourism, religion and terrorism and cruise tourism.  Tarlow also writes and publishes the popular online tourism newsletter Tourism Tidbits read by thousands of tourism and travel professionals around the world in its English, Spanish, and Portuguese language editions.

Among the books that Tarlow has authored are:

  • Event Risk Management and Safety (2002).
  • Twenty Years of Tourism Tidbits: The Book (2011)
  • Abordagem Multdisciplinar dos Cruzeiros Turísticos (co-written 2014, in Portuguese)
  • Tourism Security: Strategies for Effective Managing Travel Risk and Safety (2014)
  • A Segurança: Um desafío para os setores de lazer, viagens e turismo, 2016 published (in Portuguese) and republished in English
  • Sports Travel Security  (2017)

At numerous universities around the world Tarlow lectures on security issues, life safety issues, and event risk management. These universities include institutions in the United States, Latin America, Europe, the Pacific Islands, and the Middle East.  Tarlow earned his Ph.D. in sociology from Texas A&M University.  He also holds degrees in history, in Spanish and Hebrew literatures, and in psychotherapy.

Tarlow has appeared on national televised programs such as Dateline: NBC and on CNBC and is a regular guest on radio stations around the US.   He is the recipient of the International Chiefs of Police highest civilian honor in recognition for his work in tourism security.

Tarlow is a founder and president of Tourism & More Inc. (T&M).  He is a past president of the Texas Chapter of the Travel and Tourism Research Association (TTRA).  Tarlow is a member of the International Editorial Boards around the world.

Travel News | eTurboNews

Fraport and Deutsche Bahn to Test Artificial Intelligence at Frankfurt Airport

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The robotic head smiles at the passenger and greets them: “My name is FRAnny. How can I help you?” FRAnny is an expert on Frankfurt Airport, and is able to answer a wide range of questions – including the correct gate, the way to a specific restaurant, and how to access the free Wi-Fi.

The robotic concierge is a cooperative project between Fraport AG, the operator of Frankfurt Airport (FRA), and DB Systel GmbH, Deutsche Bahn’s dedicated IT service provider. Travelers at major transportation hubs, such as airports and train stations, are very often in need of guidance. In these scenarios, digital assistants and robots can support human personnel by fielding routine inquiries, thus enhancing the customer service offering. A six-week trial at Frankfurt Airport, Germany’s largest aviation hub, will help evaluate FRAnny in terms of functionality, customer acceptance and its practical usefulness in everyday situations

FRAnny is based on an artificial intelligence and a cloud-based voice-user interface (VUI) that can be deployed in a variety of forms – including in chatbots, voice assistants and robots. This digital customer service system was developed by a team of Deutsche Bahn IT experts. Using data drawn from the airport’s information system, FRAnny is able to understand and answer questions relating to travel, airport facilities and more. In addition to providing flight information, FRAnny is well versed in small talk and can communicate in German, English and seven other languages.

Fraport and Deutsche Bahn have been jointly exploring the potential of artificially intelligent, voice-based customer service systems since 2017. The first pilot took place at Frankfurt Airport in spring 2018 using FRAnny’s predecessor: the four-week field trial was very successful. After approximately 4,400 interactions, 75 percent of passengers rated their exchange positively. Based on the feedback received, both the artificial intelligence (AI) component and the robot’s user interface were further improved. The more recent trial underscores both companies’ commitment to ongoing innovation in artificial intelligence and robotics. Moreover, it puts the implemented improvements through their paces under real-world conditions.

In June, the AI-based service is to be tested at Berlin central rail station – which has approximately 300,000 travelers and visitors every day. Human customer service agents at Deutsche Bahn’s information center will receive smart support from FRAnny’s sister, SEMMI.

Travel News | eTurboNews

African Tourism Board tackles visitor surety to keep Africa safe for visitors

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The official launch of the newly-founded African Tourism Board is only two weeks away, and the U.S.-based interim Chairman Juergen T. Steinmetz explained the organization’s commitment to keep Africa safe for visitors.

“Knowing weak points and confronting problems is the best approach.”

The African Tourism Board is working with Dr. Peter Tarlow to offer his decades of knowledge and workable approach to African members in the public and private travel and tourism industry.

ATB invited Dr. Tarlow to deliver a keynote address at the upcoming African Tourism Board launch event on April 11 during World Travel Market.

A variety of international speakers are on the impressive list of the launch event. ATB will be introducing an African-based president, while the US-based interim chairman Juergen Steinmetz will stay on as an advisor as he hands over leadership to the new president.

Among the speakers are Dr. Peter Tarlow, head of certified.travel, which had recently merged activities with eTN Corporation.

Dr. Peter Tarlow has been working for over two decades with hotels, tourism-oriented cities and countries, and both public and private security officers and police in the field of tourism security.

Tourism and More international staff includes some of the leading experts in the field. Dr. Peter Tarlow is a world-renowned expert in the field and a highly-published author.

Dr. Peter E. Tarlow is an internationally-recognized speaker and expert specializing in the impact of crime and terrorism on the tourism industry, event and tourism risk management, and tourism and economic development. Since 1990, Dr. Tarlow has been aiding the tourism community with issues such as travel safety and security, economic development, creative marketing, and creative thought.

Dr. Tarlow is currently consulting the travel security team for the Jamaica Ministry of Tourism.

Peter Tarlow has worked with numerous US government agencies including the US Bureau of Reclamation, US Customs, the FBI, the US Park Service, the Department of Justice, the Speakers Bureau of the US Department of State, the Center for Disease, US Supreme Court police, and the US Department of Homeland Security. He has worked with such US iconic locations as the Statue of Liberty, Philadelphia’s Independence Hall and Liberty Bell, the Empire State Building, St. Louis’ arch, and the Smithsonian’s Institution’s Office of Protection Services in Washington, DC.

Dr. Tarlow has been a keynote speaker for governors’ tourism conferences around the nation including those for Illinois, South Carolina, South Dakota, Washington State, and Wyoming.

He has addresses large-scale US government meetings for such agencies as:

  • The Bureau of Reclamation
  • The US Center for Disease Control
  • The US Park Service
  • The International Olympic Committee

On the international scene he has addressed conferences such as:

  • The Organization of American States (Santo Domingo, Dominican Republic, Panama City, Panama)
  • The Latin American Hotel Association (Quito Ecuador, San Salvador, El Salvador and Puebla, Mexico)
  • The Caribbean Chiefs of Police Association (Barbados)
  • The International Organization for Security and Intelligence – IOSI  ((Vancouver, Canada)
  • The Royal Canadian Mounted Police, Ottowa
  • The French Hotel Association CNI-SYNHORCAT (Paris)

Additionally, Dr. Tarlow is a featured speaker for numerous US embassies and with foreign tourism ministries around the world. For example, in his role as an expert in tourism security, he has worked with:

  • Vancouver’s Justice Institute  (2010 Olympic games)
  • The police departments of the state of Rio de Janeiro (2014 World Cup Games)
  • The Royal Canadian Mounted Police
  • The United Nation’s WTO (World Tourism Organization)
  • The Panama Canal Authority
  • Police forces in Aruba, Bolivia, Brazil, Curaçao, Colombia, Croatia, Dominican Republic, Mexico, Serbia, and Trinidad & Tobago

In 2013, the Chancellor of the Texas A&M system named him his Special Envoy. In 2015, the Faculty of Medicine of Texas A&M University asked Dr. Tarlow to “translate” his tourism skills into practical courses for new physicians. As such, he teaches courses in customer service, creative thinking, and medical ethics at the Texas A&M medical school.

In 2016, the international engineering firm Gannet-Fleming appointed Dr. Tarlow its Senior Security and Safety Specialist. Also in 2016, Governor Gregg Abbot of Texas named Peter as the Chairman of the Texas Holocaust and Genocide Commission. As such, he has wide experience in dealing with protest marches and other public events that touch upon that theme.

Dr. Tarlow organizes tourism security conferences around the world, including the International Tourism Safety Conference in Las Vegas along with conferences in St. Kitts, Charleston (South Carolina), Bogota, Colombia, Panama City, Croatia, and Curaçao.

He lectures and trains tourism professionals and security personnel in multiple languages on a wide range of current and future trends in the tourism industry, rural tourism economic development, the gaming industry, issues of crime and terrorism, the role of police departments in urban economic development, and international trade. Some of the other topics about which he speaks are: the sociology of terrorism, its impact on tourism security and risk management, the US government’s role in post terrorism recovery, and how communities and businesses must face a major paradigm shift in the way they do business.

Dr. Tarlow publishes extensively in these areas and writes numerous professional reports for US governmental agencies and for businesses throughout the world. He has been asked to be an expert witness in courts throughout the United States on matters concerning tourism security and safety, and issues of risk management.

As a well-known author in the field of tourism security, Dr. Tarlow is a contributing author to multiple books on tourism security, and he publishes numerous academic and applied research articles regarding issues of security including articles published in The Futurist, the Journal of Travel Research, and Security Management. His wide range of professional and scholarly articles include subjects such as: “dark tourism,” theories of terrorism, economic development through tourism, and religion and terrorism and cruise tourism. Dr. Tarlow also writes and publishes the popular on-line tourism newsletter Tourism Tidbits read by thousands of tourism and travel professionals around the world in its English, Spanish, and Portuguese language editions.

Among the books that Dr. Tarlow has authored are:

  • Event Risk Management and Safety(2002).
  • Twenty Years of Tourism Tidbits: The Book (2011)
  • Abordagem Multdisciplinar dos Cruzeiros Turísticos (co-written 2014, in Portuguese)
  • Tourism Security: Strategies for Effective Managing Travel Risk and Safety (2014)
  • A Segurança: Um desafío para os setores de lazer, viagens e turismo, 2016 published (in Portuguese) and republished in English
  • Sports Travel Security (2017)

At numerous universities around the world, Dr. Tarlow lectures on security issues, life safety issues, and event risk management. These universities include institutions in the United States, Latin America, Europe, the Pacific Islands, and the Middle East. He earned his Ph.D. in sociology from Texas A&M University and also holds degrees in history, in Spanish and Hebrew literatures, and in psychotherapy.

Dr. Tarlow has appeared on national televised programs such as Dateline: NBC and on CNBC and is a regular guest on radio stations around the US. He is the recipient of the International Chiefs of Police highest civilian honor in recognition for his work in tourism security.

Peter is a founder and president of Tourism & More Inc. (T&M). Tourism & More recently joined forces with the eTN Corporation under certified.travel.

He is a past president of the Texas Chapter of the Travel and Tourism Research Association (TTRA), and Dr. Tarlow is a member of the International Editorial Boards around the world.

For more on the African Tourism Board and the launch event in Cape Town on April 11, visit africantourismboard.com.

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Travel News | eTurboNews

Saint Lucian taxi company receives international service excellence certification

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A Saint Lucian taxi firm has become the first tourism taxi company in the Caribbean to be Hospitality Assured (HA) certified, an international certification programme for service excellence.

Holiday Taxi Limited is among a number of tourism enterprises in member countries of the Caribbean Tourism Organization (CTO) that recently completely the rigorous qualifying process towards certification.

The taxi company reported that the certification process significantly improved the knowledge and skills of its employees, who are now much better placed to strengthen its performance and overall competitiveness through service excellence.

“I would recommend [Hospitality Assured] to anybody,” said Holiday Taxi’s Lucien Joseph.

The Castries-based ground transportation firm was one of four tourism service providers whose participation in the HA certification process was funded by the Caribbean Development Bank (CDB) through a US$265,000 grant to train key HA support personnel and to fund the participation of 30 tourism micro, small and medium enterprises in the programme. The others businesses are Sunbreeze Hotel in Belize – the first hotel on the island of Ambergris Caye to be HA certified – as well as Grand Coastal Inn and Old Fort Tours in Guyana, both of which said they are now better prepared to introduce a culture of service excellence in all aspects of their businesses.

Hospitality Assured promotes and rewards the highest standards of service excellence in the hospitality sector and is seen as the standard for service and business excellence in the industry. It provides nine key performance indicators – customer research, the customer service promise, business leadership and planning, operational planning and standards of performance, resources that are required to deliver customer service standards, training and development, service delivery, service recovery and customer satisfaction improvement – against which an organization can continually evaluate and measure its performance with respect to service quality, while promoting an organizational climate of continuous improvement.

To facilitate the certification process the CTO assigns a business advisor to each enterprise to help the companies meet the minimum requirements on the nine steps of the Hospitality Assured standard. Certification is for a two-year period and there must be continuous improvement in order for a business to be recertified.

Ninety-one companies from fourteen CTO member countries have signed on to the program, with thirty-nine currently possessing certification. The businesses involved are mainly in the accommodation sub-sector, but there are also several sites and attractions, restaurants and coffee houses, tour and transportation companies, a retail store and a hospitality training institute.

Hospitality Assured is a service quality management certification owned by the Institute of Hospitality in the United Kingdom, managed and operated by the Hospitality Limited, U.K. and developed specifically for the tourism sector, to promote and reward the highest levels of service and business excellence. Hospitality Assured in the Caribbean is managed and promoted by the CTO. Any hospitality, leisure, tourism or service-oriented organization is eligible for Hospitality Assured certification, be they large or small, single or multi-operational.

Travel News | eTurboNews

Jamaica Tourism Security team appointed

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Visitor surety is a top priority for Jamaica Tourism. Dr. Andrew Spencer, Executive Director of the Tourism Product Development Company Ltd. (TPDCo) appointed Dr. Peter Tarlow, Partner of certified.travel, as the head of the new National Jamaica Tourism Security team. TPDCo is the organization charged with the responsibility for Destination Assurance under the directive by its Honorable Minister, Edmund Bartlett, MP.

This follows a number of meetings between Dr. Tarlow and the Hon. Edmund Bartlett, Jamaica Minister of Tourism, with Jamaica Minister of National Security, the Hon. Dr. Horace Chang, and senior members of the Ministry of Tourism (MOT) and its agencies.

eTN Chatroom: Discuss with readers from around the world:

Certified.travel is a joint subsidiary of the eTN Corporation and Tourism & More. Dr. Tarlow is a leading industry professional with specific expertise in such areas as:

  • The impact of crime and terrorism on the tourism industry
  • Event and tourism risk management
  • Tourism and economic development
  • Development of response models for security threats
  • Tourism police and private security personnel and the development of TOPPs units
  • Reputational repair or enhancement as needed

Visitor surety means for Jamaica:

  • The providing of a safe and secure environment for the Jamaica’s visitors and for those who work in its visitor industry
  • Protection of the its tourism sites and infrastructure
  • Perceptions of Jamaica including how these perceptions impact its reputation
  • The protection of the nation’s economy vis-à-vis its tourism industry

TPDCo’s destination assurance initiatives and strategies are geared towards the following:

  1. Jamaica National Development Plan, specifically, Jamaica’s 2030 Vision goal; The Jamaican society is secure, cohesive and just
  2. Ministry of Tourism Strategic Business Plan Ensuring the safety, security, and sustainability of the natural and built environments
  3. MOT Tourism Pillar of Growth; New Partnerships

Dr. Peter Tarlow pointed out: “Tourism is the world’s leading peaceful industry and a major economic development tool. The tourism industry is also security (crime and terrorism) sensitive, and a lack of tourism surety has a major impact on tourism and event-oriented economies. Additionally, when public officials are tourism-sensitive, they offer the general public better service, economic opportunities, and an improved standard of living.

“The hospitality industry’s number one job is to protect its guests, and visitors demand safety and security by well-trained professionals. If the tourism industry fails in this regard, all else becomes irrelevant.

“Real security involves training, education, investments in software and the understanding that security is not a simplistic discipline or a passing phase. Tourism security personnel need continual training and must be flexible enough to adjust their procedure to a constantly-changing environment. One of the propositions to note is that as customer service increases, so does tourism security, and a better tourism product has the potential to increase national productivity, quality of life, and economic wellbeing. Security plus service and value for money will become the basis for 21st century tourism success!”

eTN Corporation President Juergen Steinmetz said: “We are excited to work with Jamaica Tourism on this important project. Adding Dr. Peter Tarlow to our portfolio of services and in forming certified.travel as a joined partnership is a game changer for the eTN Corporation, eTurboNews, and TravelMarketingNetwork.”

Unfortunately, within the last few months, Jamaica has had to deal with several incidents that have challenged the perception of its security in relation to visitation safety. These incidents have impacted the perception of Jamaica’s tourism product both locally and globally.

Jamaica’s Tourism Minister, Hon. Edmund Bartlett, said: “We must safeguard the key aspects of destination assurance such as security, safety, and seamlessness of our tourism product. Dr. Peter Tarlow and the team will help us take a step in the right direction and provide insight in legislation that may be implemented to make the industry safer, as well as help us develop a new program on how to better relate and interact with international guests. His visit comes at a crucial point in the development of our product.”

More information on the eTN Travel & Tourism Security Program : www.certified.travel