Gorillas in your midst
Travel industry insights / September 2019
From gorillas, chimpanzees and tree-dwelling lions to luxuriant lakes and primordial mountains, Uganda’s got plenty to enjoy on the wild side
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Gorillas in your midst
Travel industry insights / September 2019
From gorillas, chimpanzees and tree-dwelling lions to luxuriant lakes and primordial mountains, Uganda’s got plenty to enjoy on the wild side
UK holidays
The cultural charms of medieval market town Stratford-upon-Avon
Austin, Texas
From cultural icons to urban bats, Austin is weird and wonderful
Trailblazers
The destinations leading the charge in responsible tourism
Into the wild
THE
utumn Sale
C
himpanzees, gorillas, tree-dwelling lions, sprawling lakes, dense jungles and snow-capped mountains – Uganda is home to diverse wildlife and magnificent landscapes, offering visitors the chance to enjoy natural wonders in abundance. Connected through Amsterdam Schiphol, Dubai or Istanbul, the landlocked East African nation is today visited by a number of operators including Abercrombie & Kent, Intrepid Travel, G Adventures and Saga, which take guests on journeys through Bwindi Impenetrable National Park, to the misty jungles of Lake Victoria and beyond. On p50, Karl Cushing details why this relatively small and unspoilt country offers so much – and why it should be on your customers’ bucket lists. Elsewhere in this issue, we look at sustainable tourism. As Clare Jenkinson, ABTA’s senior destinations and sustainability manager, puts it: “Sustainable tourism isn’t a ‘niche’ form of tourism: any type of tourism can be made more sustainable.” On p58, we consider eight destinations that have been commended for their efforts in establishing and promoting green practices. We also speak to Princess Cruises’ UK boss Tony Roberts as the line rolls out its game-changing Ocean Medallion technology, and check in with Advantage Travel Partnership for our Spotlight On feature (p36). We’ve also got all our regular features, news (starting p12) and ABTA campaigns, advice and events (starting p24), our Business Travel Report (p30), plus, on p13, there’s the chance to win a London theatre break.
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ABTA events
See p29 for the full list
September 26
October 1
November 13
Consumer Law in the Marketing and Selling of Holidays
An Introduction to Crisis Management
A Beginner’s Guide to Travel Law
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September 2019
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September 2019
FEATURES
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A LONDON THEATRE BREA K FOR TWO P13
Austin Kevin EG Perry explores the capital of Texas Uganda There’s more to see than the gorillas
Sustainable tourism The destinations leading the eco revolution
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With thanks to: Karl Cushing, Jenny Southan, Gary Noakes, Kevin EG Perry ABTAmag.com info@ABTAmag.com Twitter: @ABTAMagazine Facebook: ABTAMagazine LinkedIn: ABTAMagazine ABTA 30 Park Street, London SE1 9EQ Chief executive Mark Tanzer Chairman Alistair Rowland
January ABTAmag.com 2019 4
Timetable Changes 15 December 2019
Timetable changes are coming. From 15 December 2019, we’re making significant changes to the timetable, to improve our overall service. This could affect your everyday journey. Check the new timetable before you travel. Find out more at GWR.com/Timetable2019 or @GWRHelp
ABTA Magazine
In the September issue
30
03 08
Editor’s letter Stepping into the wild
12
News The latest travel industry news, plus an interview the Jordan Jourism Board
18
Out and about Our round-up of photographs from recent industry events
20 36
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Kevin EG Perry is a freelance writer and foreign correspondent for Lonely Planet Traveller, The Guardian and GQ.
Gary Noakes is a writer and editor specialising in travel and the nuts and bolts of the industry, particularly aviation. Karl Cushing is a travel journalist covering all areas from adventure tours to cruise and wellness. He has a soft spot for wildlife-watching trips.
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September 2019
Interview: Tony Roberts The vice president of Princess Cruises on how tech is revolutionising the cruise experience
24
ABTA section The Travel Convention in Japan; Claire Jenkinson tackles the subject of animal welfare; plus all the latest news and events
30
Business travel Jenny Southan shares how to mix business with pleasure at these new luxury hotels
36
Spotlight on… Advantage. CEO Julia Lo Bue-Said on remaining relevant and evolving with a maturing industry
38
UK holidays Anthony Pearce discovers there’s more to Stratford-upon-Avon than Shakespeare
44
City guide Kevin EG Perry takes in the weird and wonderful sights of Austin, the Texan capital
64
Industry insights Gary Noakes on accessibility and meeting the needs of disabled travellers
66
Final word Charles Fachiri talks customer service and handling complaints
Contributors Jenny Southan is an awardwinning freelance travel journalist, and editor and founder of trend forecaster Globetrender.
On trend We explore the numbers behind disability in the UK and the rising tourism in Jordan
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On trend Harvey Milk San Francisco has named its new terminal after the city’s first openly gay public official, who was murdered in 1978
10.4%
Every issue we reveal the numbers behind the biggest stories in travel
13.9 million
The number of people in the UK who have a disability
Percentage of global GDP that travel is responsible for, according to the WTTC
28% Increase in UK visitors to Jordan in the first six months of 2019
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September 2019
ÂŁ1.8 billion
Combined amount UK travellers spent on electronic accessories before a trip
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News
News September 2019
All the latest headlines from the world of travel
PE firms optimistic about UK travel industry By Alice Snape There is expected to be more private equity (PE) investment in the UK travel sector in the coming months after a lull in the first half of the year due to Brexit uncertainty, according to a major business advisory firm. While a couple of notable business deals illustrate that the travel sector remains an attractive prospect for many PE investors, few deals have been signed. RSM observed that PE investment in travel was limited during the first six months, which was largely down to Brexit, “impacting the flow of attractive deal opportunities,” according to Tim Robinson, RSM’s associate director.
However a handful of new deals suggest that PE firms are still optimistic about growth opportunities within the UK travel sector, which should continue to rise until the end of the year. Examples include ECI Partners’ acquisition of The Travel Chapter and Bregal Freshstream’s investment in Away Resorts Business advisory firm for an undisclosed fee. Both secondary buyouts that underline PE’s continued interest in travel. Robinson also noted that fundraising within the UK private equity market has continued to flourish, which has resulted in levels of “dry powder” continuing to break records. He added that other firms have targeted bolt-on acquisitions abroad. ABTAmag.com
WILDLIFE
The eco way to see elephants By Alice Snape From 2020, Intrepid’s Laos trips will include Luang Prabang’s MandaLao Elephant Conservation, which does not allow visitors to ride the animals. Home to 11 elephants that roam in their natural habitat, the sanctuary not only promotes ethical animal care but also provides jobs for locals. The Intrepid Foundation is raising funds to build a night enclosure for the facility. Read about ABTA’s new guidelines on elephants (p27). ABTAmag.com
Dr Abed Al Razzaq Arabiyat Managing director, Jordan Tourism Board What’s on the horizon for Jordan? The demand for Jordan continues to rise – we’ve seen a 28 per cent UK visitor increase for the first six months of 2019. The Aqaba region, which has ongoing development, is more accessible as easyJet is doubling the number of direct flights to twice a week from London Gatwick from the end of October 2019. The latest development is Ayla Oasis, home to Jordan’s first 18-hole championship golf course, designed by Greg ‘Great White Shark’ Norman. The Oasis recently hosted the first ever mixed international golf tournament, which creates a new target audience for tourism in Jordan. Why should UK holidaymakers visit? Jordan is a year-round destination with winter temperatures averaging 18 degrees, while the summer months can reach up to 40. The
12 September 2019
weather attracts UK visitors looking for an escape that isn’t too far from home. Flights take five and a half hours, with UK travellers now being able to access Amman and Aqaba directly through an increased air service. For those in search of a long weekend, we continue to welcome more luxury hotels in Amman – W Hotel Amman, Fairmont Amman and, in 2020, the Ritz-Carlton. How is Jordan targeting sustainability? We have the ‘Meaningful Map’, which highlights experiences that offer a positive for both travellers and communities. The map addresses two overlapping trends for tourism: demand from travellers for authentic and sustainable experiences, and the need to use the power of travel to help people and places thrive. There are various tour operators that offer walking tours on the ‘Jordan Trail’
which connects the length of Jordan from Umm Qais in the north to Aqaba in the south, and offers 40 days of hiking over more than 650 kilometres. Petra Archaeological Park, one of our most popular destinations, was also selected by the Green Destinations Foundation as one of the Top Sustainable Destinations for 2019. How can travel agents find out more? We have a dedicated adventure themed workshop in London on November 7. It’s for all agents who are keen to learn more about the destination. Visit uk.visitjordan.com.
ABTAmag.com
CRUISE
Scenic launches luxury Eclipse By Sam Ballard Scenic, the luxury expedition and escorted touring company, has launched Scenic Eclipse, its first luxury yacht. The 228 passenger vessel comes with two helicopters and a submarine – for optional excursions – as well as ten dining options for its well-heeled guests. It has been built to sail in Polar waters. The ship also comes with a yoga and Pilates studio as well as a temperature controlled plunge pool. The ship boasts a guest to crew ratio of almost 1:1. Speaking to ABTA Magazine after a tour of the new ship, Colin Downing, managing director of Scenic UK, said: “You can feel the elements of Scenic as you walk around this ship, but this is definitely Scenic plus. We are traditionally a five
star product but this is six star. “It’s been a challenge from a design point of view because we wanted it to be the best. There are some great six-star products out there and some great expedition products – but no one is doing both. “We are creating an entirely new category.” The Scenic Eclipse is the first expedition cruise line in the industry to offer helicopters and submarines on board but will be followed by new mega-yachts from the likes of Crystal, Seabourn and Ritz-Carlton. In terms of accommodation on board Scenic Eclipse, the Owner’s Penthouse Suite, which is 195 square metres, comes with its own private jacuzzi, personalised mini-bar and insuite spa treatments. The ship will be sailing in the Americas before heading to Europe next year. ABTAmag.com
Win a London theatre break for two with Are you an avid ABTA Magazine reader? Simply complete our short online survey and you could be in with a chance of winning the following package: • Two tickets to see Wicked • Overnight hotel stay courtesy of Radisson Blu Edwardian Hotels • Two tickets to check out The View from The Shard Just go to www.abtamag.com/survey and let us know your thoughts - and thanks for reading!
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September 2019 13
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News
EVENTS
New adventure travel conference
ABTA’s new conference looks at the trends and challenges associated with one of the fastest-growing sectors of the travel industry By Sam Ballard ABTA is to focus on the trends and challenges of the adventure travel industry when it hosts its Adventure Travel Conference on November 19. The event, which will be held in London, will have speakers including Giles Hawke, the CEO of Cosmos; Christopher Doyle, the executive director of the Adventure Travel Trade Association; and Lisa McAuley, the managing director for tour operations, B2B Europe at Dnata Travel Europe, Gold Medal and Travel 2. Sessions will include defining the adventure travel industry and understanding consumers, sustainable considerations for adventure products
16 September 2019
and what destinations, experiences and activities are worth keeping an eye on. The event comes in response to the seemingly unstoppable rise of experiential travel, with customers continuing to request more experienceled and immersive trips. A parallel rise in awareness around sustainability and responsible tourism has led to higher demand for more meaningful travel. Clare Jenkinson, senior destinations & sustainability manager for ABTA, will also be speaking at the all-day conference. Doyle said: “I’m encouraged to see ABTA lend specific attention to the adventure tourism sector as the Adventure Travel Trade Association (ATTA) places the UK among its top priority European markets.
“Adventure travel has not just emerged on the scene. Instead, it has experienced a rapid and consistent growth trajectory, especially between 2009, when the ATTA delivered the benchmark global adventure travel report (excluding international departures from Asia) valuing the sector at $89 billion, and 2017 when the ATTA released an updated report valuing the sector at $683 billion.” Delegates at the event will get the chance to listen to tour guides and expedition leaders, and learn how to safeguard their businesses against the challenges facing the industry, including issues regarding sustainability and responsible travel. Headline sponsors include Accord, Hurtigruten and Just You.
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News Events
Out and about Pictures from the latest travel industry events 1. Black Diamond welcomed the Visit California UK & Ireland Sales Mission with a recordbreaking delegation of 43 trade and PR representatives, spanning 29 regions and attractions, from California. Throughout the week, delegates engaged with more than 450 industry partners. The programme consisted of media, influencer and trade events in Dublin, Glasgow, Edinburgh and London and featured workshops, meetings and various events, including a Californian-inspired Garden Party at Westminster Abbey Gardens. 2. The Jamaica Tourist Board hosted a group of travel agents for a Jamaican-themed jerk masterclass to learn all about the destination and its famous gastronomy. Pictured from left to right: Derek Small (Flight Centre), Candela Fernandez (Stoke Newington Travel), Robert Santry (Best At Travel), Desi Lizova (Stoke Newington Travel), Justian Merritt (Best At Travel), Susan Smith (Not Just Travel), Emma Goodwin (Exsus), Feliks Deveney (Exsus), Sinead Matthew (Not Just Travel) and Donovan Donaldson (Jamaica Tourist Board). 3. Thirty-five STA agents were hosted across two New Zealand itineraries, one on North Island hosted by Kiwi Experience and one on South Island hosted by Stray. The Kiwi Experience group met in Auckland, where they climbed the Auckland Harbour Bridge and went on to visit the Hobbiton Movie Set, spend a night at Tamaki Māori Village, take a parachute jump and sail to the Mine Bay Rock Carvings on Lake Taupo. Agents on the Stray itinerary met in Christchurch and travelled across Arthur’s Pass National Park
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to Franz Josef on the West Coast. They spent a day at Doubtful Sound (pictured), before travelling to Wanaka, visiting the hot pools in Lake Tekapo and stargazing at the Unesco Dark Sky Reserve in Mt Cook National Park. 4. The Cayman Islands Department of Tourism (CIDOT) hosted UK tour operators in the Cayman Islands to showcase the diverse range of hotels and villas available and to increase product knowledge of the activities and experiences on offer across all three
islands. Pictured left to right gearing up for a helicopter ride over Grand Cayman: Heena Bhudia (Travelpack), Wesley Marley (Travel Republic), Richard Trasler (CIDOT), Helen Tabois (Inspiring Travel Company), George Cockayne (Dial a Flight), Emma Allen (Travel Republic), Irene Orozco (CIDOT) and Marvin Gardner (USAirtours /TravelPlanners). 5. Agents from Virgin Holidays, Hays Travel, Elegant Resorts and others attended a recent Las Vegas sales event in Liverpool
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Send your travel industry pictures to info@ABTAmag.com and we’ll print the best
18 September 2019
ABTAmag.com
The road to Occitanie Bryan Johnson explores the little known French region on a self-drive holiday
W
ith easyJet operating direct flights from Gatwick and Bristol to Montpellier, a selfdrive holiday to the Occitanie region of France is more accessible than ever – and offers plenty to entice travellers away from the crowded beaches further along the Cote D’Azur coastline. Renowned for its gastronomy and wine (the historical Languedoc-Roussillon region, famed for its wine, is now part of Occitanie), the region also boasts rich history – traces of Roman rule are evident throughout the countryside – a packed calendar of region-wide summer festivals and, of course, some of France’s most glorious beaches. A roadtrip around the region promises something for everyone. VILLENEUVE-LÈS-MAGUELONE Not yet on the tourist trail, this is a small town with Roman roots that offers an authentic insight into life in the region. Visit Le Petit Troc (translation: The Little Barter) – a vintage-store-cum-restaurant that sits on the old town square in front of the Eglise de Villeneuve-lès-Maguelone – for a twicedaily changing menu of seasonal vegetables
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sourced from the surrounding agricultural land – true farm to table. For beaches, the less shy and fans of a quieter beach should head to Plage- lès -Maguelone, which is frequented by naturists who prefer its azure waters to the busier beaches on Palavas-lesFlots and Frontignan, which occupy spots along the same 9km stretch of coastline. SÈTE Built upon and around Mont St. Clair, Sète is a port town whose once commercial canals now give it a distinctly Mediterranean feel, blended with contemporary French chic. Situated a little further southeast than Montpellier, around 40 minutes’ drive, the town is home to a bizarre yet entertaining tradition of water jousting that needs to be seen to be believed (think gondolas and medieval lances). The sport can be enjoyed from the town’s canal-side restaurants during the summer festival season. MONTPELLIER This is Paris without the crowds – beautiful narrow streets with postcard-perfect buildings and café terraces, set to the thrum
of an evening’s socialising. Stroll to the city’s university, situated by the mesmerising Jardin des Plantes, a hillside botanical garden dating back to the 16th century. The city’s student population maintains a cosmopolitan atmosphere akin to Paris, without the bustle and high prices. PARC NATIONAL DE CÉVENNES One of several protected national parks in the region, Parc National de Cévennes offers breathtaking views of mountain peaks, with less challenging hikes than those of the Pyrenees further south. Dotted throughout the park are small villages and hamlets where time appears to have stood still for the best part of a century. Cezas is a great place to step back in time, sitting on the crest of two neighbouring valleys and populated by a couple of thousand inhabitants. Leave the car here and walk into the tiny hamlet, or hike 2km to neighbouring peaks for stunning vistas of the entire park.
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September 2019 19
ABTA Magazine
Tony Roberts Vice president, Princess Cruises, UK & Europe Anthony Pearce learns how the line is using tech to revolutionise the cruise experience
P
rincess Cruises is in the process of rolling out its Ocean Medallion technology, which it claims is revolutionising the cruise experience. The device not only acts as a room card, but also allows guests to order drinks, food and items from the shop, locate their travel companions (i.e. their family) and navigate their way around the ship. It also allows crew to identify guests, know their preferences and assist them more easily, and makes muster drills and locating passengers in cases of emergency far easier. As the line announces its longest ever season in Europe and a nine per cent increase in ex-UK capacity in 2021, we speak to UK boss Tony Roberts about technology, the travel trade and future builds.
love the fact that you can just sit on your sunbed and order what you want without having to get up and go queue somewhere. There is also the diary, where you can build your personal schedule, that’s very new. It allows guests to make the most of their time on board and not miss anything. “I was talking to some guests recently who have booked seven more cruises on Caribbean Princess. I was asking about Ocean Medallion, what they like about it, and whether it was a factor in booking and they said it wasn’t the reason they booked, but if they didn’t have it now, they would miss it. When you go to a hotel and have to find your room key, then queue at the bar for a drink, you think, ‘It was so much easier when I was on Princess’.”
You’re rolling out Ocean Medallion across the fleet. How is the technology evolving and how is it being embraced? “It’s really changing all the time, and each new ship brings the next stage of the development, so it’s a really exciting project to be working on. The guest response has been really positive; for each guest it means something different. Guests are telling us they love the cabin door in particular, which when you talk about it doesn’t seem like a big thing, but when you use it it’s really great, as well as the find-your-party feature, which really stops you from wasting time. You’re no longer sitting around waiting for people and wondering where they are. It is helping the guests to have a better time on holiday and enjoy more of their time. You can see guests thinking, ‘OK, my wife and daughter are back in the cabin, I’ll go meet them there,’ rather than wondering where they are. The food and drink ordering, people
How will data from the technology be used to plan future ships? “There are things we don’t understand about the flow of guests around the ship because we’ve never had that information, but now, all of a sudden, we have all of that available to us. And you can tap into that rich information, about how long people stay in certain places, what do they do when they are there. So, for example, an interesting thing is that most restaurants empty out into stairwells. Does that drive the behaviour of what people do next? What if you had something else outside restaurants? Would they be more likely to stop and engage with entertainment? It helps you understand the guest experience, even if that just means more signposting so they know what’s available.”
20 September 2019
You’ve just announced your 2021 programme. Why so early? “Last year, we launched 2020 in November.
Over the past few years, we’ve seen people booking earlier and earlier, particularly with Europe dates. It’s the confidence we’ve got in the European market and the fact we’ve got five ships here in 2021. We think there’s strong demand for it. We’ve also put it on sale during our board credit campaign we’ve got running at the moment. It’s about removing barriers, perceived or real, to engaging with the feature season – there are guests out there who know what they are going to be doing in 2021. There are some stunning cruises in there, such as a 21-night Canada cruise; these have an earlier booking pattern, it’s something they are thinking about a long time before the trip.” How important is the travel trade to Princess? “One of the most important areas of our business is how we partner with travel agents. We’ve done a bit of work on this recently, making sure we’re explaining why you would choose Princess, and also providing easy-to-use campaigns, selling tools and engaging commercial programmes, offering phone and web chat. Travel agents are such a huge and important part of what we’re doing – it’s key that we continue to communicate and share with them the opportunity we’ve got. There are a lot of travel agents who have been able to grow with Princess Cruises over the past four years. “We’ve got Sky Princess joining the fleet in September and we have got 300 travel agents joining us on a preview sailing. We’ll fly them out to Trieste, where they’ll join the ship and sail to Athens. It’s the biggest agent fam we have ever done. They will be able to experience the newest ship in the fleet as well as Ocean Medallion.”
ABTAmag.com
PICTURED: Clockwise from left: Ocean Medallion is changing the passenger experience; the Sky Princess atrium; the pool deck, where movies are played
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Don’t miss ABTA’s New Markets in Cruise conference in London on 2 October. Visit abta.com/ abtaevents to register
September 2019 21
Top Five
Five of the best: theme parks in Europe EUROPA-PARK, GERMANY The largest theme park in Germany, and the second most popular by visitor numbers in Europe (behind Disneyland Paris), Europa-Park is located in Rust, near Strasbourg, Karlsruhe/Baden-Baden, Basel and Stuttgart airports. It is home to 13 roller coasters, including Alpenexpress Enzian, which has been whizzing around since 1984. This winter, Rulantica, a 32,600 square metres water park, will open, featuring 25 new attractions, as well as an adjacent hotel, Krønasår. The EuroTower offers views of the Rhine valley, Black Forest and French Vosges mountains.
ALTON TOWERS, UK Although Legoland Windsor remains the UK’s most visited theme park, Alton Towers, owned by Merlin, remains the most thrilling. Roller coasters Nemesis and Oblivion (built in 1994 and 1998, respectively) remain two of the great drawers of crowds, but the £16-million Wicker Man, a wooden roller coaster, has been a recent success story.
DISNEYLAND, PARIS Found in Marnela-Vallée, France, 20 miles east of the centre of the French capital, Disneyland Paris is the king of the European theme parks: within 25 years of opening, 320 million people visited. It’s made up of two parks: Disneyland Park, where you’ll find the iconic castle, and Walt Disney Studios Park, which offers a behind-the-scenes look at the classic films.
EFTELING, THE NETHERLANDS This amusement park in Kaatsheuvel is fantasy themed, incorporating myths, fairy tales and folklore, making for an idiosyncratic experience. It’s also one of the oldest theme parks in the world, but has seen recent ride additions such as Baron 1898 and Symbolica; next year will see double roller coaster Max & Moritz introduced to the park.
TIVOLI GARDENS, COPENHAGEN The secondoldest operating amusement park in the world (after Dyrehavsbakken in nearby Klampenborg), Tivoli may not have the big-brand ties-in or the fastest rides, but it makes up for that in pure charm. The park is best known for its wooden roller coaster, Rutschebanen, built in 1914.
22 September 2019
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Escape on a holiday like no other.
Over 70% of the world’s Black-browed Albatross population Imagine a place that is so far off the beaten track you have miles of stunning landscape, beaches and magnificent bird life all to yourself. Imagine a silence that is only broken by the call of the birds, and your own footsteps as you explore these beautiful islands in the South Atlantic Ocean. This is the Falkland Islands, one of the last great wilderness destinations where your trip becomes an adventure. Four wheel drives are our mode of transport, and our little planes will take you to islands abundant with penguins, albatrosses and petrels that are there for you alone to discover and enjoy. At the end of each day you can look forward to traditional cosy Falkland Islands hospitality in the hotels, lodges and guesthouses scattered around the islands.
More than 220 species of birds, home to 5 species of penguins @FITB Tourism @FITB Tourism ilovethefalklands +500 22215 info@falklandislands.com falklandislands.com
ABTA News
ABTA news September 2019
All the latest reports, comment, campaigns and events from ABTA – The Travel Association
Technology spend up Travellers are spending more on technology pre-holiday than on clothes for the first time By ABTA Magazine staff According to new research from ABTA – the Travel Association, the pre-holiday spend on electronic items and accessories, such as smartphones and digital cameras, has grown to a total of almost £1.8 billion, overtaking spend on holiday wardrobe, which comes in at £1.6 billion. The amount has almost doubled, with a 99% increase since 2014 – up from £897 million. New survey data also reveals the most common items in people’s suitcases. The results come as little surprise, with smartphones (75%), headphones and earphones (41%), tablets (35%) and cameras (34%) topping the list. Personal grooming and exercise devices also feature highly, with 26% of Brits saying they take an electronic toothbrush, and 12% taking an electronic razor or exercise tracker. Other items include gaming devices, digital radios, bicycle GPS systems, torches and even a surge protector. The shift in spending reflects the integral role tech plays in shaping people’s holidays. Devices are increasingly used to help
people find their way around, store tickets and booking information and capture their experiences, whether that’s through a selfie or with overhead footage recorded by a drone. People are also using their electronic devices to share their activities with friends and family back home through social media and messaging services, which can be important for solo travellers or those on an extended trip. And it isn’t just holidaymakers. Tech-based travel is expanding with everything from facial recognition at airports to automatic sun-cream booths at hotels, and improved wifi services on most modern cruise ships. Victoria Bacon, ABTA’s director of brand and business development, said: “The increase shows just how important technology is to people’s travel experiences. Holidaymakers now can’t go away without their electronic essentials, whether that’s cameras to help them get the best holiday photos or devices to help them keep track of their exercise. Travel companies are also using technology to streamline their services or make some of the more arduous holiday tasks – like applying sun cream – that bit easier.”
ABTA advises caution over quad bike and moped rentals By ABTA Magazine staff ABTA has advised holidaymakers to be careful when renting quad bikes or mopeds. ABTA members reported three fatalities involving quad bikes in 2018. There were also 50 serious incidents and 18 moped accidents last year. There has been one quad bike fatality so far in 2019. Nikki White, ABTA director of destinations and sustainability, said: “Every year people suffer serious injuries or worse
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after hiring mopeds or quad bikes while on holiday. The freedom they offer can be tempting but often riders have little experience, and this is made more dangerous by their lack of knowledge of local driving. “Most standard insurance policies won’t cover accidents, leaving holidaymakers at risk of high medical bills. ABTA’s advice is to avoid hiring mopeds and only ride a quad bike if part of a properly supervised excursion.” ABTA has issued advice on quad bike and moped safety at abta.com.
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The Travel Convention Latest sessions announced for Japan event cover pivotal trends and industry forecasts By ABTA Magazine staff The Travel Convention, ABTA’s flagship event for the UK travel industry, will take place in Tokyo, Japan from 7–9 October 2019. Based around the theme: Brave New World, the business sessions will explore the key issues affecting the travel industry, ranging from drastic geopolitical and economic transformations, to environmental concerns and emerging innovations. Delegates will hear from industry experts alongside external guest speakers, who will encourage them to dare to think differently. LATEST SESSIONS TO BE ANNOUNCED The Rise of the Conscience Traveller Customers are choosing to travel for different reasons and we are increasingly seeing the rise of the conscience traveller, as environmental concerns influence holiday choices. In this session, a panel of industry experts will talk about the moves they are making to attract the environmentally aware tourist and the many ways that customers, travel companies and communities can benefit from responsible tourism. Debating The Rise of the Conscience Traveller will be: Nikki White, ABTA’s director of destinations and sustainability; Tony Roberts, vice president of Princess Cruises (UK and Europe); Simon King, director of InsideJapan Tours; José Aragão, senior
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product manager of Turismo De Portugal; and Richard Sofer, TUI’s commercial business development director. Making Global Local This session will see Philippe Gas, the president and managing director of Walt Disney Attractions Japan, take delegates behind the scenes at the ‘happiest place on Earth’. From offering subtly different selections of food, rides and layout to cater for local needs, to navigating international laws or dealing with staff around the globe, Philippe will explore the opportunities, challenges and pitfalls for global companies looking to establish themselves as a part, rather than an interpretation, of a culture and its people. Go Beyond Victoria Gosling OBE, the CEO of GB Snowsport, has had an outstanding career. Having played a pivotal role in spearheading the Invictus Games in 2014, and then as the CEO of the 2016 Invictus Games in Orlando, she is an advocate for achieving the seemingly impossible. From her journey through the Royal Air Force as Group Captain to her ambitious vision to lead Britain to become a top five nation in winter sport by 2030, Victoria has operated in numerous challenging environments. Her closing address will empower delegates to be resilient, brave and willing to challenge the status quo.
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ABTA Advice
Ask the expert Do you have a burning question you can’t find the answer to? Be it travel trends, a regulatory riddle or destination dilemmas, send us your query for an expert response
How should we advise on health requirements? I run a small independent travel agency and the vast majority of the trips we sell are to Europe or the USA. However, sometimes we get requests for travel to more exotic locations; for example, last week, a holiday to The Gambia was requested. What advice, if any, should we be giving about vaccinations or other health requirements? Anon
Within the ABTA code of Conduct there is in fact a specific requirement that states: “Before a contract is made, members shall inform their clients of health requirements that are compulsory for the journeys to be undertaken.” In certain countries, some inoculations are compulsory and if customers can’t prove this by way of a certificate they may be refused entry. The best way to check this if you’re unsure is to look on the relevant country’s FCO travel advice page – there is a section relating to health requirements, which has links through to the National Travel Health Network and Centre website where you can review the specific health and vaccination advice for the country. Generally speaking, if your customer is travelling to Europe or North America then there won’t be compulsory requirements. For anywhere else, if you’re not sure it’s best to check. The reason why this requirement is in the ABTA Code is for your benefit as much as the customer’s. If you didn’t inform them of any compulsory health requirements and they lost their holiday as a result, you could be liable to refund them in full and pay compensation. The Code goes on to say: “Members must also advise clients travelling abroad to check recommended practice with their GP, practice nurse or travel health clinic.” This is simply very good advice and shows that you are a responsible travel company. The guidance on the Code states that this ideally should be done eight weeks prior to travel. There are some very serious diseases and infections that are endemic in many destinations around the world, and it is important that customers take the right action to minimise the risk. Some diseases and infections can be prevented through vaccination, inoculation or other medication; others can be avoided though sensible practices such as using high-strength insect repellent, mosquito nets and wearing appropriate clothing. Nobody is expecting you to become a health expert. As well as steering customers towards health professionals there are two very useful websites they can use, fitfortravel.nhs.uk and travelhealthpro.org.uk, which are worth a look to see the kind of risks that are out there. Some customers may be tempted to skip preventative treatment due to the expense. This is one area where cutting corners to save money is totally inadvisable as their holiday could be affected by illness. Regarding your customer’s trip to The Gambia, there are a number of health requirement recommendations, so I hope you pointed them in the right direction! And, as we always say, wherever your customer is travelling to, you should encourage them to check the FCO travel advice before they book their trip and again before they travel. This will ensure they have the most up-to-date information about their destination. Angie Hills senior destinations manager – Health, Safety, Crisis & Operations, ABTA
Got a question? Email: info@ABTAmag.com 26 September 2019
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ABTA comment We’re changing our animal welfare guidelines on elephants T
he welfare of animals in tourist attractions is a priority for the work of ABTA and our members, and it has been a focus of our activities for well over a decade now. Seeing or engaging with animals while on holiday is a popular activity for many people. But we also know that the welfare standards of animals in tourist activities vary significantly across the globe – with some countries having limited or no national regulations. ABTA is currently in the process of updating our animal welfare guidelines, which were the first of their kind when they were originally launched in 2013. We are aiming to publish the revised guidelines by the end of the year. One of the changes will be making any tourist contact with elephants without a barrier – including riding and bathing – an unacceptable practice. Similarly, elephant shows and activities such as elephants playing football or painting pictures will also be unacceptable, as defined by evidence provided by experts. The strong weight of evidence suggests that often harmful training methods are used to be able to control the elephants, in order for them to then engage in various activities. ABTA believes strongly that elephants should not be subject to punishment and cruelty. The existing guidelines currently list elephant riding as a discouraged practice – with many ABTA members choosing to stop selling such activities. By classifying these activities as an unacceptable
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practice, it sends a clear message to suppliers and holidaymakers that the UK travel industry does not support them. We are very aware that no longer selling an attraction doesn’t mean the problem of poor treatment goes away, which is why members work with suppliers to help them develop a responsible alternative. For elephants, that would be moving to activities where the animals are viewed from an appropriate distance while providing them with as much access to their natural habitat as possible, and ensuring they are not subject to any punishment and cruelty. This clearly takes time, and it also requires travel companies to understand and work within the complexities around elephants in tourism, such as the dependence on these animals for communities’ livelihoods and cultural attitudes towards animals. Making the practice unacceptable should help to emphasise to suppliers in destination the need for change.
Clare Jenkinson
Senior destinations and sustainability manager
September September 2019 27
ABTA Campaigns
ABTA campaigns ABTA partners with blogger to Safer trips for young travellers bust package holiday myths The partnership challenges common misconceptions and highlights what a package holiday really entails
By ABTA Magazine staff As part of our work to support consumer confidence and encourage people to book with an ABTA member, ABTA partnered with leading travel blogger Emily Luxton (emilyluxton.co.uk) in August to challenge some of the misconceptions about package holidays. The aim is to get the messages across that package holidays offer the best form of protection, and that any type of holiday can be a package: it’s not what you book or where you go, but how you book it. Emily’s blog highlights six myths about package holidays, with the aim of informing younger travellers (aged 35 and under), who may not have previously taken a package holiday, what a package holiday actually is and that they aren’t always what people might expect. Within her mythbusting blog she points out: • Package holidays now come in many
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different forms and aren’t always what you might expect. A package holiday can be tailor-made to your requirements – it’s not what you do or where you go that makes it a package, but rather how it is booked. ABTA members offer a diverse range of package holidays – there’s something to suit most preferences. Booking with a travel professional helps with finding unique and original trips, as travel professionals know the destination, hotels, accessibility, facilities and so on inside out, which can provide a level of personalisation and knowledge you wouldn’t get by booking independently. There are a number of channels to book with a travel professional, including booking online and over the phone, as well as going in store. Booking a package holiday provides the best form of protection. ABTA.com
By Emily Eastman
ABTA’s young holidaymakers campaign aims to inform and advise young people (aged 16–23 years old) about how to have a fun and safe holiday. In recent years there has been an increasing number of accidents and fatalities involving young people from balcony falls and falling off quad bikes and mopeds. The campaign messaging and advice highlights how looking out for each other, sticking together and taking care when on balconies goes a long way to ensure you stay safe and have fun. The campaign targets young travellers who will be visiting the popular holiday resorts in Spain, France, Italy, Portugal, Greece, Cyprus and Malta that are served by ABTA members. The strategy behind the campaign is to provide holistic advice about a range of health and safety matters. Much of the campaign activity has focused on reaching the target audience via social media. ABTA has created a new advice page on its website, abta.com/tips-and-advice/ staying-safe-on-holiday/advice-for-youngholidaymakers, and partnered with social media influencers to spread the message. Influencer partners Oliver Fletcher (aka Reev) and Helena Critchley were chosen for their established audience base, high level of engagement with their followers and ability to reach young people across several different sectors. YouTube influencers Alex Brooks (aka MarzBar) and Misha Grimes have also promoted the campaign to their audiences. Follow the hashtag #funandsafeholiday on Instagram and Twitter.
Register for ABTA’s Advanced Health and Safety Seminar and An Introduction to Health and Safety Auditing in Travel in London on November 13 and 14, and get 20% off both events. Find out more at abta.com/abtaevents
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Events September 24, Manchester Social Media in Travel Tailored for tour operators and travel agents, this seminar shares industry case studies, details the latest trends, techniques and platforms and provides top tips on advertising, selling and content creation to help build your brand.
ABTA conferences and events deliver practical training for the travel industry and help keep you and your staff up to date on the most important, business-critical issues, with a focus on practical learning. Visit abta.com/abtaevents to learn more about our upcoming events and register your place
September 25, London
October 2, London
October 16, London
The Over 50s Traveller Better understand, inspire and connect with older travellers. Get to know the differences between age brackets, learn about the fast-growing product trends, extend your relevance across 50-plus age groups and network with those working in this market.
New Markets in Cruise This conference deep-dives into ways to attract new cruisers and reach new markets in this fast-growing segment. Hear the latest on cruise-product trends and gain direct insights from cruise customers and social media influencers.
Search Marketing for Travel With 93% of online experiences starting with a search engine, it’s essential to remain visible online. Learn how on this practical training day, which provides up-to-date guidance on search engine marketing, SEO and content strategy.
November 15, London
November 19, London
November 20, London
Mental Health and Well-being in the Workplace Explore the challenges facing workforces and learn how to raise awareness, improve the well-being of employees, support better mental health and increase staff retention through positive initiatives.
Adventure Travel Conference This new conference looks at the trends and challenges in this rapidly expanding area of travel. Understand who adventure travellers are and what they want, learn of product trends and take away practical marketing insights.
A Definitive Guide to the Package Travel and ATOL Regulations Hear from travel, legal and regulatory experts and ensure you are compliant with all regulations. Gain clarity, understand the scope and exemptions and put your questions to the experts.
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Business travel New hotel business brands class seats
Mixing business with pleasure Business Travel Report A new generation of hotels is elevating work stays to the luxury realm, with wellness, community and carefully curated features all in the spotlight
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his decade has seen the hotel landscape change dramatically, with the traditional ‘cookie cutter’ hotel being overtaken by trendy ‘lifestyle’ hotels. Instead of uniform decor, each property is unique in its approach to design, often with location-specific features such as custom artwork, upcycled furniture and cultural event programmes. Meanwhile, business travellers are encouraged to work in communal areas rather than alone in their rooms. As we approach 2020, a slew of new brands are entering the market, with wellness, sustainability and group stays all in focus… 1. EQUINOX Up until now, Equinox has been known only for its line of luxury gyms, but in June it launched its first Equinox Hotel in New York’s new Hudson Yards. Rooms are “dark, quiet and cool”, and offer access to sleep coaches, while minibars contain seawater elixirs and superfood detox bites. You can even order an IV drip if you’re in serious need of hydration. There is a state-of-theart gym and spa as well. Chris Norton, CEO
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of Equinox Hotels, said: “As health becomes the new wealth, Equinox is uniquely positioned to define an emerging category that is disrupting the entire industry.” equinox-hotels.com
by Jenny Southan, business travel editor
2. LIFE HOUSE Life House was co-created by Rami Zeidan, who formerly worked on Starwood Capital Group’s eco-luxury 1 Hotels. The first hotel opened in Miami’s Little Havana in December 2018 and the second, in South Beach, in the summer. There’s a Life House app for connecting with other guests, while rooms have Marshall speakers and Le Labo toiletries. Some also have bunks. By the end of next year, there will be 45 Life House properties (Brooklyn, Denver and Collins Park are up next) and more than 100 by the end of 2021. lifehousehotels.com 3. MOTTO Hilton introduced its new range of “affordable micro hotels” in late 2018, making Motto the 16th brand from the company. The first property is expected to open in London’s Marylebone at the
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beginning of next year. Designed to be compact and efficient, rooms will feature fold-out wall beds and bunks to maximise space and provide options for groups and families. Tripp McLaughlin, global head of Motto by Hilton, said: “This will be a global brand.” hilton.com/en/motto 4. TREEHOUSE Following the success of 1 Hotels, Starwood Capital Group is bringing out a new nature-inspired concept called Treehotels, which will be opening in London’s Portland Place this winter. It will have 95 rooms and a rooftop bar, and has been described by chairman and CEO Barry Sternlicht, as “sunny, homey, witty and fun,” as well as “infinitely accessible”. Sustainability will be core to its values. Additional hotels will be coming to the US “and beyond”. starwoodcapital.com 5. TRIBE Accor announced its new lifestyle brand, Tribe, in March. So far there is one in Perth, but another ten will arrive by 2022 in both Europe and Asia-Pacific. Gaurav Bhushan, chief development officer at Accor, said: “The pipeline of over 50 hotels currently being negotiated leads us to believe that the Tribe brand will achieve significant growth all over the world, including in gateway locations such as Paris, London, Singapore, Dubai and Bangkok.” accorhotels.com 6. VOCO InterContinental Hotels Group brought out Voco last summer. So far, properties from the new brand have opened in locations such as Cardiff, Dubai and Australia’s Gold Coast. Next year, it will open one in Mecca with
The headlines San Francisco airport opens Harvey Milk terminal
The first phase of San Francisco’s revamped South Terminal has been completed at a cost of US$2.4 billion, and has been renamed the Harvey Milk Terminal 1 after California’s first openly gay public official, who was murdered in 1978. As well as new ‘lounge room’ waiting areas by gates, there are all-gender toilets. The terminal will be finished in 2022
Approval given for Qantas-American Airlines joint venture
The US government has approved a joint venture between Australia’s Qantas and American Airlines, which could open up a network of new destinations, improved schedules and reciprocal frequent flyer benefits for customers. Qantas will begin by launching services from Brisbane to Chicago and San Francisco.
Radisson Blu to open hotel in Stuttgart’s Porsche tower
The Radisson Hotel group will open a 168-room Radisson Blu hotel in the forthcoming Porsche Design Tower in Stuttgart. Occupying the ninth to 23rd floors, it will also have a tenth floor restaurant and bar, as well as two roof terraces. Porsche says it will move into the tower at the end of 2021 so the hotel will likely arrive soon after.
Travel Perk to make work trips 90 per cent refundable
Spanish start-up Travel Perk has launched FlexiPerk, a new service on its online travel management platform that allows customers to pay ten per cent more on bookings, but in return guarantees a minimum 90 per cent refund on cancellations. Currently in beta, it applies to hotels, trains, Airbnbs, car rental and flights.
Survey shows majority of business travellers embrace innovation
Research from travel management firm Carlson Wagonlit has revealed that 71 per cent of business travellers welcome innovation in the travel industry. Europeans are most wary of new ways of doing things (7 per cent feel reluctant about it), while people from Argentina, Mexico, Brazil, Spain and Italy are the most forward-looking – more than 80 per cent embrace innovations such as airport biometrics and robot staff.
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business brands class seats Business travel New hotel
4,200 rooms, making it ideal for groups of religious tourists who come on pilgrimages. The company intends to roll-out 200 Vocos over the next decade. ihg.com 7. PAGE The first Page hotel, Page148, opened in Hong Kong in January, while a second property, Page8, will open on London’s St Martin Lane in autumn 2019. Public areas combine co-working and coffee houses, with expansive communal tables for sitting with laptops. There are also regular events and libraries of books, magazines and maps. Rooms have light wood floors, custom-crafted furniture and air filters. pagehotels.com 8. SIGNIA HILTON Hilton unveiled its meetings and eventscentre brand Signia in February. Properties will have at least 500 rooms, modern architecture, destination bars, lobbies for socialising, high-end wellness facilities and multiple function venues for hire. Sites so far confirmed include the Orlando Bonnet Creek (2020) and the Atlanta and Indianapolis (both 2021). hilton.com/en/signia-hilton
9. INHABIT The first Inhabit hotel debuted in London’s Paddington in the summer. Focusing on health, it has a meditation pod in the lobby, and 89 rooms with organic Casper mattresses, ethical textiles from Kalinko and Airlabs smog filters. There is also a 24-hour pantry with snacks from local small businesses. No single-use plastics will be found on-site and the hotel café partners with food waste apps Karma and Too Good to Go to reduce the amount of food thrown away. inhabithotels.com 10. AIDEN AND SADIE Best Western unveiled Aiden, an “upper midscale” boutique brand, and Sadie, which is in the “upscale” category, in autumn 2018. David Kong, president and chief executive officer at Best Western Hotels and Resorts, said: “Sadie Hotel and Aiden Hotel are chic, sophisticated and unique hotel brands that will reflect the style and pulse of the community they are in.” The first Aidan opened in Seoul last year. The first three Sadies will land in Florida, Texas and New York in 2020. bestwestern.com
Previous page, left: The Life House library; Right: The lobby of the first Inhabit hotel; Above: Motto is Hilton’s new range of affordable micro hotels
UBER AIR SKYPORTS COMING SOON In 2023, Uber Air hopes to launch its first fleet of flying taxis, with Dallas, LA and Melbourne tipped to be first to receive them. In preparation, Uber Air has revealed 16 Skyport designs from eight design practices (including Gensler and SHoP Architects) from which the vehicles will be able to land and take-off. They will also function as drop-off terminals for ground-based cars, as well as parking and charging hubs for electric bikes and scooters. Convenient for both commuters and business travellers, Uber Air will transform the way people get around cities, cutting journey times dramatically. John Badalamenti, head of design for advanced programs at Uber, said: “With the first launch of Uber Air just a few short years away, this collection of Skyport Mobility Hub concepts establish a practical, sustainable vision for the infrastructure needed in the communities we plan to serve.” Each of the designs is different, with Humphreys & Partners Architects, for example, conceiving of a cylindrical tower with hexagonal landing pads protruding from it, while Gensler’s project would look more like a conventional glass and steel station but with a huge flat roof that would act as a runway. Gensler’s co-CEO Diane Hoskins said: “These fast-approaching changes taking place in urban areas are accelerating dramatic changes in the built environment of cities.”
32 September 2019
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Image: © Serge Marizy - STB
The Seychelles Islands... another world Image: © Torsten Dickmann - STB
Image: © Torsten Dickmann - STB
Seychelles Tourist Office - UK & Ireland Ground Floor, 130-132 Buckingham Palace Road, London SW1W 9SA Tel: +44 (0) 207 730 0700 seychelles@uksto.co.uk www.seychelles.travel
Image: © Gerard Larose - STB
Promotion
Air Europa to launch new Dreamliner Business Class cabin The new Boeing 787-9 offers premium levels of luxury with touch-screen TVs, extra privacy and expertly crafted menus
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ir Europa, the Latin America specialist, has established itself as one of Europe’s most modern carriers with one of the youngest fleets on the continent, which continues to grow. It is currently made up of the Boeing 787 Dreamliner (10 aircraft), the Airbus A330 (12 aircraft), the Boeing 737-800 (21 aircraft), the Embraer 195 (11 aircraft) and the ATR-72 (4 aircraft). Back in 2015, Air Europa announced the start of a $3.5 billion investment in new aircraft, with an order for a total of twenty-two 787-8 and 787-9 Dreamliners to be delivered over five years. The first two 787-9 aircraft joined the fleet last year, taking the Dreamliner total to ten, and a further five are set to be delivered in 2019, with the order increased to achieve a total fleet size of twenty-seven by 2022. Air Europa has now announced the launch of a new business class
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cabin design, adding more business class capacity and greater privacy for passengers. The new design will be installed on the airline’s new Boeing 7879 aircraft by the end of the year. The new cabin has been adapted for a 1-2-1 layout, meaning every passenger will have direct aisle access and privacy from neighbouring seats. Each seat will be upholstered in highquality leather and convert into easily foldable beds, guaranteeing maximum rest for each passenger. A stylish, modern cabin design will reflect the quality of services and products that can be enjoyed on board the new aircraft, including a cutting-edge audiovisual entertainment system accessed via personal 17-inch touch screens, free wifi and a new Amenity Kit designed to help keep passengers refreshed on board. Business class passengers will also be
able to enjoy healthy meals and cuttingedge cuisine prepared by prestigious Spanish chef, Martín Berasategui: the new healthy menus use organic products with top quality ingredients and superfoods such as quinoa, amaranth and goji berries. Air Europa leads the way in offering an expertly crafted menus consisting of special meals that are free of the 14 main ingredients that can pose a risk to people who suffer from food allergies or intolerances. Access to VIP rooms, priority boarding and security access, and increased bonus miles through the Air Europa SUMA loyalty programme are also available to Business Class passengers. Colin Stewart, UK and Ireland Director of Air Europa, said: “with growing interest in travel to South America, amongst both business and leisure travellers, we’re delighted to launch this new product. Our
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high-quality business class offering is the perfect accompaniment to our modern fleet of Dreamliner aircraft, providing premium comfort and experience to Air Europa’s passengers”. The new business class cabin, stylishly inspired by Air Europa’s colours and logo, will be introduced on three new Boeing 787-9 Dreamliner aircraft joining the airline’s fleet in the final quarter of 2019. The redesign will take the number of business class seats offered by Air Europa from 30 to 32 and will be rolled out over the next few years on twelve further B7879 aircraft joining the fleet. The new aircraft has allowed Air Europa to increase its expansion into Latin America and beyond, serving new destinations at a high level of comfort and passenger experience. Last June, the cities of Panama and Medellin were added to Air Europa’s growing network of Dreamliner Destinations, and a new route to Iguazu was also launched in August 2019. The introduction of Panama, Medellin and Iguazu takes the number of Latin American destinations to 21 across 14 countries. The new Dreamliner aircraft comes with 30 per cent larger windows, which allow for adjustable brightness and a more pleasant flight. In addition, the Dreamliner’s lower cabin pressure helps the body absorb eight per cent more oxygen, reducing headaches, sickness and tiredness, while the filter system purifies
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100 per cent of the air, eliminating bacteria and odours and reducing dryness with increased humidity. The B787 also boasts exceptional environmental performance, with a 20 per cent reduction in both fuel consumption and emissions and a 60 per cent reduction in noise. It is manufactured with 50 per cent compound materials, making it lighter. With its arrival, Air Europa has reached a new landmark and confirmed its position as an airline with one of the youngest, most efficient and most modern fleets in the sector.
Pictured
Left: The 1-2-1 set-up allows aisle access for all. Right: Seats are crafted with soft Italian leather. Below: the stylish new aircraft
September 2018 35
Spotlight on Advantage
Spotlight on
Advantage Advantage CEO Julia Lo Bue-Said tells Sam Ballard how the travel group has evolved over time to reflect a maturing industry and remain relevant
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ormed in the mid-70s on the back of the European holiday market entering the mainstream – and the spread of cheap holidays in particular – Advantage Travel Partnership has been a seminal part of the travel industry for decades. What started off as a company designed to help agencies deal with small profit margins changed over time to one that dealt with more complex issues, mirroring a maturing industry. From Liberty Travel to NAITA (the National Association of Independent Travel Agents) – and eventually Advantage Travel Partnership in the late 90s – the name has changed but the mission has always been the same: to offer crucial advice and support to its agency members. However, with a combined member revenue currently standing at more than £4.5 billion across business and leisure travel, the stakes have never been higher. So, as the years have gone by, how has Advantage managed to stay relevant throughout the industry’s many economic peaks and troughs?
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“Travel agents are not just travel agents anymore,” explains Julia Lo Bue-Said, the CEO of Advantage. “They have to be masters of everything. They need to be good businesspeople, have HR skills, be good consultants and know how to be good marketeers. Traditionally, most agents – and I’m going to generalise – are great at selling. They are very comfortable in that space. Now they need to be experts everywhere. And you can’t pick and choose, you need to be good in all of them. “I’ve been in business a long time and over the past few years that has become more pronounced. What that means for Advantage is that we’re having to upskill agents. We’re now focusing on developing those skills to help our members.” Having worked at Advantage for 20 years, Lo Bue-Said is well placed to know what the company needs to do for its members. And, with a challenging economic climate, it is interesting to see how a company like Advantage positions itself. As Lo Bue-Said says, the demands put on small businesses working in travel have changed dramatically – from internal
matters that need the owner’s attention to external issues that affect everyone. “The world is tougher now,” she adds. “Customers want more. There is duty of care. There are lots more things that you have to be able to talk about and articulate, whether in your business or with your customers. “Take regulations. Years ago you sold a package and it was simple – there were not lots of other elements that you needed to think about. Even in your business, you run it in a proper manner from a governance point of view – now you need to run it through a legislative lens, too. “From our point of view, it’s made us look at ourselves from a strategy perspective and look at what we focus on. Our members own Advantage, they are our shareholders, so everything we do is about empowering them and helping them prosper and be better businesses.” The biggest headwind that Advantage can help its membership overcome is margin, Lo Bue-Said explains, harking back to the original reason the company was set up in the 70s.
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“Whether it’s leisure or business, our members are converting business, but at what margin?” she asks. “The cost of doing business with pieces like the Package Travel Directives make it more costly to transact. How do we ensure our agents can continue to sell and serve their customers at a level they need from a margin point of view? Margin erosion is a problem all agents are facing, so what tools can we provide to increase that margin and work more efficiently? The challenge therefore is twofold: travel agents have myriad issues to deal with, from GDPR to the aforementioned Package Travel Directives, and Advantage needs to stay one step ahead of them, foresee the issues and mitigate against them for members before they affect their businesses. It’s part of the reason why Lo Bue-Said announced a Census at this year’s conference, part of the company’s ‘vision for the future’. “How do we better support our members?” she asks. “What do they love about what we do? What don’t they think adds value? It’s understanding what streams we need to work on.” The project all adds up to one thing: personalisation. And, with announcements at this year’s conference including new repackaged cruise and airline fares, a partnership with Miss Jones PA, new regional communities and a scheme for
helping agencies benefit from government apprenticeships, the toolbox that Advantage members will be able to pick and choose from is developing. “We will definitely be offering a more tailored approach going forward,” Lo Bue-Said says. “At the minute we are putting agents in a box and saying you are business or you are leisure, and frankly that’s not working. “The approach moving forward from the Census will be a personalised one. We’ve got a new CRM system which will enable us to tailor that segmentation in a more scientific manner. It will drive our communication going forward. “One size doesn’t fit all. It’s about identifying where our members’ needs are and us advising agents and leading them as well.” For Advantage, that will take many forms, be it marketing, commercial advice or help dealing with new legislation. Indeed, the company recently began its own MICE division for business agents looking for help setting up events. It all comes down to Advantage being able to symbiotically – and sometimes even clairvoyantly – look after its travel agents. “I want to put our arms around members,” Lo Bue-Said says. “We’ve got your back. Let us know what you need and lean on us when you need our support.” ABTAmag.com
In an industry where agents are required to be masters of everything, Lo Bue-Said wants members to lean on Advantage when they require support
ABTAmag.com
September 2019 37
UK holidays Stratford-upon-Avon
UK holidays
Stratford-upon-Avon
Anthony Pearce enjoys the cultural charms of this quaint medieval market town – the quintessentially English birthplace of Shakespeare
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tratford-upon-Avon packs a lot of cultural punch into its tiny centre. Home to William Shakespeare’s birthplace and gravesite, the Warwickshire town has built its entire economy around the legacy of the Bard; at times, it can seem as if all of Stratford is a stage. On a recent visit on a hot summer’s day, we find actors in full Elizabethan dress performing Romeo and Juliet near the banks of the River Avon, a short walk from the imposing red-brick RSC, home to the 1,040-seat Royal Shakespeare Theatre and the 426-seat Swan Theatre. Just down the road, and under the same
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umbrella, is The Other Place, a creative hub for learning and research with a 200-seat studio theatre – the equivalent of London’s Young Vic to the Old Vic. In fact, there are enough Shakespearean attractions to keep even the playwright’s most obsessive fans enthralled for a lifetime. Aside from the theatres, there are the properties managed by the Shakespeare Birthplace Trust. That includes, of course, Shakespeare’s Birthplace, a restored 16th-century half-timbered house on Henley Street; Shakespeare’s New Place, a museum in the 16th-century home next door to where the Bard settled and eventually died, with an adjacent Elizabethan garden; and Hall’s Croft, the home of William Shakespeare’s daughter, Susanna Hall. Out of town, in the village of Shottery, there is the ever-popular Anne Hathaway’s Cottage, a 12-roomed farmhouse where the wife of Shakespeare lived as a child; plus Mary Arden’s Farm, the farmhouse of Shakespeare’s mother, Mary, in Wilmcote. Visitors can enjoy unlimited visits to all five properties for 12 months for a very reasonable £22.50 (children £14.50; concession £21.00). In town, and free to visit, is Shakespeare’s funerary monument, his memorial, in the Grade I-listed Holy Trinity Church. It is the architecture of
Stratford’s oldest, and perhaps most beautiful, building (and its grounds) that makes this worth the visit. Will those with no interest in Shakespeare’s life and works get as much out of Stratford-upon-Avon as those with? It’s true there aren’t masses of non-Bard-related activities to enjoy, but the town remains an enjoyable place to wander around and admire the Tudor timber-framed houses that still stand. It’s the sort of quaint English setting, with its cafés, bookstores and sweetshops, that many American tourists dream of. The timber-framed Hathaway Tea Rooms (19 High Street) dates back to 1610 and is a good place to have a cuppa before beginning an exploration of the town. On Henley Street, you will find the Beatrix Potter gift shop, Timeless Tales – across from Shakespeare’s Birthplace – as well as Magic Alley & The Creaky Cauldron, a museum described as “a phantasmagorical emporium of magical delights from wands and spells to sweets and quirky gifts”, and the MAD Museum, the UK’s only mechanical art and design space. For such a historic town, there are far too many chain restaurants and coffee shops, meaning the town’s culinary offering isn’t always befitting of its cultural prowess.
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That said, there is an increasing amount of good options: on the first and third Saturday of each month, you’ll find a farmer’s market on Rother Street, and there’s a Sunday market on Bridge Street. During our recent visit we stayed at The Arden on Waterside (see box), which opened the No 44 Brasserie earlier this year, and offers a menu of classic dishes as well as small plates to share. El Greco (27 Rother Street), run by husband-and-wife team Demetri and Flair Gougoulias, serves excellent traditional Greek fare, including meze. You could argue that the real star of Stratford is the River Avon, where you can kayak, take a gondola, river cruise or cross on the hand-operated chain ferry, which was built in 1937 as the last of its kind to be used in Britain. Over on the eastern bank, you’ll find a butterfly farm, a Ferris
wheel, tennis club and the Recreation Ground, a large green space with views of the RSC Theatre across the water. Google Stratford-upon-Avon and you’ll see its famous timber-framed buildings (including Shakespeare’s Birthplace), but the town’s most beautiful area is its riverside. Perhaps the best way to enjoy the Avon (and the canal, which snakes off it) is with a cocktail in hand on the balcony of the RSC’s rooftop bar and restaurant, particularly as the sun sets. There are also, as you would expect, a number of excellent pubs, including The Garrick (25 High Street), an inn since 1718 (with the building dating back to the 14th century) and Old Thatch Tavern (Greenhill St), which dates back to the 15th century. The Dirty Duck (Waterside) is nearly always lively. ABTAmag.com
The Arden Opposite the RSC Theatre is the red-brick Arden Hotel, an elegant 45-bedroom boutique hotel in an area of the town known as the Waterside. On a recent visit, we stayed in one its master bedrooms, a spacious, airy and well-appointed room with a huge bathroom and nice views across the street to the pretty Swan Theatre and adjacent park. For those hoping to catch a play, you couldn’t ask for a better location – the RSC Theatre is about ten steps away, and The Other Place no more than two minutes. The hotel’s rooms are divided into classic (standard), superior and deluxe and master rooms, plus feature suites, each named after a type of tree (we stayed in the Monkey Puzzle). The newly opened No 44 Brasserie is one of the key draws, serving some of the town’s best food. There are classics, but its small sharing plates are the highlights. These include Vietnamese-style tofu spring rolls; braised sticky lamb belly, tamarind and roast pumpkin; and pear and endive salad with Roquefort dressing and walnuts. The cocktails, such as the secret-recipe ‘Shakespeare’s Secret’, are also excellent.
ABTAmag.com
September 2019 39
UK holidays News
FIRST LOOK
NEWS
OYO reaches 100 UK hotels Page Hotels within its first ten months expands into London By Emily Eastman
By Emily Eastman OYO Hotels & Homes, the world’s fastestgrowing hotel group, has reported accelerated growth in the UK, reaching 100 hotels within its first ten months of operation and tripling its UK portfolio in the past three months alone. OYO Hotels & Homes, the world’s third-largest hotel chain by room count, has increased its UK presence across 25 major cities and towns. It helps small and mid-sized independent hotels improve their performance and increase revenue while also enhancing the customer experience. Through its proprietary technology, revenuemanagement capabilities and operational expertise, OYO seeks to improve financial
returns for hotel owners while ensuring guests have a great experience during their stay. It also invests with owners to transform the property itself, improving the infrastructure and the look and feel of the hotel. Since launching in the UK in October 2018 with a commitment to invest £40 million in the region, OYO has rapidly built a team of 275 experts across business development, operations, transformation, marketing and other functions. Founded six years ago by entrepreneur Ritesh Agarwal, OYO has expanded its presence to nearly 23,000 OYO-branded hotels across more than 800 cities. It recently signed a $2 billion primary and secondary management investment round. ABTAmag.com
Boutique hotel brand Page Hotels will open its second property this autumn, situated in central London. Page8 – named for its address at 8 St Martins Lane – follows the group’s first property, Page148, which opened in Hong Kong in December 2018. The 138-room design-led London hotel features a rooftop restaurant, alfresco bar and coffee bar, all intended to help people connect. Even the lobby is designed to branch out from the traditional hotel lobby concept, featuring interactive elements. The Page brand is built around the philosophy of encouraging like-minded travellers to meet and experience the hidden places of a city. To help them achieve this, Page’s guests are able to create a bespoke itinerary during their stay via its website ‘Journal’, which will offer advice from the likes of influential chefs and photographers. And there’s plenty for guests to explore, with the hotel just steps away from attractions including Trafalgar Square and The National Gallery. Thanks to its central location, Page8 also boasts great views of some of the capital’s most iconic landmarks. ABTAmag.com
London debut for Standard International By Emily Eastman Standard International, the parent company of The Standard, has made its London debut with the opening of its first hotel outside of the US. Housed in the former Camden Town Hall Annex overlooking King’s Cross, the 266-room hotel marks the first in the company’s global growth pipeline. Amar Lalvani, CEO of Standard International, said: “We could not be prouder
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of what The Standard team and our many collaborators have created, in a beautiful, overlooked building that was almost left for naught. I look forward to welcoming the world in to see and, more importantly, feel what it is that makes The Standard so special.” Developed in partnership with Crosstree Real Estate Partners, the hotel boasts numerous social spaces, an in-house librarian and the Sounds Studio, intended as a platform for London’s creative community. ABTAmag.com
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THEATRE LONDON FRESH FROM Until the Flood THE FRINGE September 4-28 Written and performed by US poet Dael Orlandersmith, this is a solo performance about the killing of Michael Brown, a black teenager, by Darren Wilson, a white police officer, in Missouri in 2014. Confronting the entangled forces of history, race and politics, Orlandersmith embodies the many faces of a community dealing with the aftermath. Although we may never know the real facts leading up to Michael’s death, the conclusions drawn here are devastating but handled with grace and care by a heartfelt and powerful one-woman show. SOUTHAMPTON
Amélie The Musical September 30-October 5 Based on the 2001 rom-com starring Audrey Tautou, the iconic film has been brought to life on stage. Now on its UK tour, it’s doing a six-night run at Nuffield Southampton Theatres. The stage version doesn’t stray too much from the original plot; Amélie is a young woman who lives quietly in the world, but vibrantly in her mind – her troubled past coming to light in the opening scenes. She’s the original dreamer, but will she find what she wants? Love or something more. Starring Audrey Brisson and Strictly Come Dancing’s Danny Mac.
BIRMINGHAM
LONDON FRESH FROM Sh!t Theatre Drink Rum THE FRINGE with Expats October 8-19 Multi-award winning Rebecca Biscuit and Louise Mothersole, aka Sh!t Theatre, are best described as creating raucous political or documentary theatre. The duo have previously covered topics as diverse as the UK housing crisis and Dolly Parton. In their latest creation, they give out free beer to the audience (you might need it) and down shots as they explore Brits aboard and the right to remain European. It may look slapdash, but it’s a searingly funny and intricate show critiquing contemporary politics.
CARDIFF
LONDON FRESH FROM Baby Reindeer THE FRINGE October 9-November 9 Comedian Richard Gadd is bringing his debut play Baby Reindeer to London’s Bush Theatre for one month from October 9 to November 9, following a run at the Edinburgh Fringe. His award-winning Monkey See Monkey Do was a scathing but funny exploration of masculinity, but this play is about his experience of being stalked – it really is a true story. It shows how a chance encounter with a stranger can have devastating and far-reaching effects. According to the Guardian: “It’s a haunted, haunting hour.”
Matthew Bourne’s Romeo & Juliet September 10-14 Dance company New Adventures brings its latest offering to Birmingham’s Hippodrome. Choreographer Matthew Bourne is most known for replacing the female ensemble in Tchaikovsky’s ballet Swan Lake with an all-male cast. At it again, he’s now thrillingly reimagined Shakespeare’s tale of Romeo and Juliet. Making the narrative shockingly relevant, the feuding families (Montagues and Capulets) have been replaced with a youth who are open-minded to change and an archaic and patriarchal government.
The Mousetrap October 1-5 Opening in the West End in 1952, Agatha Christie’s The Mousetrap is the original whodunnit. Find out why when it opens at Cardiff’s New Theatre. When a group of people gather in a country house, cut off by the snow, they discover there’s a murderer among them. Quelle horreur. The audience is taken along for the nail-biting ride, until the identity is revealed. The twist ending will have you open-mouthed, but close that mouth again when you leave, so you don’t ruin it for everyone else (traditionally that is what is asked of every audience member!).
EXHIBITIONS
KEITH HARING
Liverpool’s Tate is home to the first, major UK exhibition of NYC artist and activist Keith Haring, on until November 10. You’ve probably seen his art, but not associated it with Haring – stick-men with a political stance. Inspired by graffiti, pop art and club culture, Haring’s work was created in the 80s and he spoke for a generation affected by the AIDS epidemic, drug abuse and homophobia. Irreverent and colourful in style but not content, the exhibition features more than 85 artworks including large, vibrant paintings and drawings, plus photos of Haring at protests and at work.
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CINDY SHERMAN
On at London’s National Portrait Gallery until 15 September, don’t miss this exhibition of Cindy Sherman’s work. Long before the days of selfies and social media, Sherman has been photographing portraits of herself as different characters since the 70s. Commenting on contemporary culture, the shape-shifting artist draws on imagery from art history, film, TV, magazines and, later, the internet, and uses make-up, costumes, props and prosthetics to create alter-egos that explore façade and identity, making you question what – and who – you’re really looking at.
Untitled Film Still #15 by Cindy Sherman, 1978. Courtesy of the artist and Metro Pictures, New York
Liverpool and London
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Promotion
Discover Bahrain Unesco sites, international cuisine, world-class diving and paradisaical beaches are putting the Middle East’s only island nation on the map 42 September 2019
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ABTA Magazine
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ocated in the Arabian Gulf, the Kingdom of Bahrain is an archipelago of 33 islands – the only island nation in the Middle East. Four thousand five hundred years ago, it was the capital of the ancient Dilmun civilisation. Today, Bahrain’s astounding attractions extend to world-class museums, three UNESCO World Heritage sites, white sand beaches, untouched islands, amazing wildlife and the annual Formula 1 Grand Prix at the Bahrain International Circuit.
DISCOVER THE HISTORY
Bahrain is home to three UNESCO World Heritage sites: the Dilmun Burial Mounds; a pearling site that stands testimony to the cultural tradition; and the Qal’at al-Bahrain fort, which dates back more than 5,000 years to the Dilmun civilisation. The fort is best viewed at sunset, when floodlights illuminate its ancient arches. There are also enlightening museums and the Al Fateh Grand Mosque, one of the world’s largest.
YEAR-ROUND SUNSHINE
Bahrain’s location in the Arabian Gulf means it enjoys year-round sunshine. With average temperatures in the 20s throughout the winter, it’s the perfect place to jet off for some much-needed winter sun. Whether you like relaxing by the pool, exploring ancient forts or trying a new water sport, Bahrain’s climate is ideal.
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LAP OF LUXURY
International hoteliers are flocking to the islands of Bahrain to take a slice of paradise. The kingdom is home to worldclass hotels with fine dining, beautiful beaches and stunning spas. From the Ritz-Carlton’s beautiful beach area to the fabulous Play restaurant at the Jumeirah Royal Saray, Bahrain offers an enticing level of luxury.
ISLAND-HOPPING
A short boat ride away are the other islands that make up the archipelago of Bahrain. Explore one at a time or combine them into an island-hopping tour. The nearest are the Al Dar islands, home to a family-friendly beach resort with an array of water sports to try. For pure paradise head to Jarada Island, a stunning tidal island that appears and disappears with the ebb of the tide, or visit Hawar Islands, where you can look out for the dolphins who play in the calm Gulf seas while flamingos stalk through the shallow waters.
CAFÉ CULTURE
Bahrain has a thriving café and restaurant culture. Block 338 is a charming pedestrian quarter crammed with international restaurants and small boutiques. Bahrain is famous for its exquisite and extensive variety of food,
whether it is traditional Bahraini cuisine, Mexican fusion or a brilliant biryani. Make sure you ask what’s on when you dine out, as many of the restaurants host live music and dancing events on different nights.
SOUQ SHOPPING
No trip to Bahrain is complete without a trip to one of the traditional souqs, the perfect place to pick up a souvenir. The largest souq is located in the centre of Manama, where you can wander along the aisles, breathing in the aroma of spices and haggling with the local traders. For those who love to shop, there are also modern malls aplenty, filled with fashionable restaurants and international brands.
TREASURE ISLAND
For a once-in-a-lifetime opportunity, why not try pearl diving? Historically, Bahrain was the centre of the world’s pearl trade, with local pearls considered to be among the best in the world. The pearling trade is part of Bahrain’s rich cultural heritage, and today you can head to Muharraq Island to explore The Pearling Trail – a UNESCO World Heritage site that includes 17 listed buildings and three oyster beds. Wander the old houses and palaces in Muhurraq or explore the treasures in Bahrain’s turquoise waters for yourself – any pearls you do find are yours to keep forever.
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City Guide Austin, Texas
City Guide
Austin, Texas Kevin EG Perry takes in the Texan capital’s weird and wonderful sights, from urban bats to cultural icons – and, of course, its live music
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t’s hard to go more than a few feet in Austin without spotting a sign or bumper sticker imploring you to ‘Keep Austin Weird’. It may be the capital of Texas, but this thriving and diverse city of nearly one million people has dedicated itself to providing an artistic and cultural alternative to the state’s mainstream. Walking around town you’ll spot statues of local heroes such as Willie Nelson and Stevie Ray Vaughan, while cult musician Daniel Johnston’s mural of Jeremiah the innocent frog – always asking: ‘Hi, How Are You?’ – has become a local icon. It’s also an easy destination to reach from the UK, with airlines including British Airways, Norwegian and American Airlines all offering direct flights from London, as well as many more options connecting through nearby Dallas-Fort Worth.
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Where to stay Budget
The fact that Austin remains the state capital of Texas at all is largely down to the efforts of one woman, Angelina Eberly. Take a stroll through downtown, just a couple of blocks south of the beautiful and historic Texas Capitol Building, which dates from 1885, and you’ll see a bronze statue of Mrs Eberly next to a cannon. Back in 1842 she learned of a secret plan to move the capital to Houston and decided that the best way to raise the alarm was to fire a sixpound cannon into the city’s own General Land Office Building. Her plan worked, sparking the Texas Archive War, which eventually ended with Austin remaining as state capital – and with its reputation as a city of rebellious outlaws ensured.
LIVE MUSIC CAPITAL
These days, Austin likes to call itself the ‘live music capital of the world’. Take a
The Guild in South Lamar is situated close to Barton Springs and Zilker Park and provides apartment-style stays, making it a great option for groups. A one-bedroom suite sleeps four and starts from £95 a night.
Mid-range
Located south of the river in the lively SoCo district, the boutique South Congress Hotel is a good base for experiencing the city’s shopping and entertainment offerings. Prices start from around £150 a night.
High-end
The Driskill, Austin’s only hotel on sixth street, was built in 1886 and remains a landmark of legendary Texan hospitality, with elegant lodgings and a compelling history. Prices from £250 a night.
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Pictured
Sunset cruises offer a new perspective on the city skyline from Lady Bird Lake, the easternmost lake in a chain of reservoirs
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walk down Sixth Street most nights of the week and you’ll be hard-pressed to argue with this bold claim. The broad street is lined with bars and every single one of them seems to have a great band playing downstairs and another one playing on the floor above them. The resulting sound is a glorious cacophony that fills the ears and overwhelms the senses. Incredibly, that’s just the bars. In terms of larger dedicated live music venues you’ll find that haunts around the Sixth Street/ Red River area such as Beerland and Stubb’s
– renowned for its Gospel Brunch – are just the start of the fun. East of the I-35 there’s a further plethora of great venues, such as the iconic Scoot Inn on East 4th Street and Navasota. These places get particularly busy during March when the annual SXSW festival comes to town, filling the city with yet-to-bereleased film screenings and upcoming bands on a mission to prove themselves. You’ll need to be well-fuelled to keep pace with the city’s bustling nightlife scene, but luckily Austin is also known as one of America’s great food cities. Along
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City Guide Austin, Texas
with Memphis, Carolina and Kansas City it is one of the four places to have defined its own unique barbecue style, and the city is full of joints serving up top-quality fare for meat-lovers. You’ll find plenty of food trucks offering more experimental culinary fusions, and that adventurousness has influenced Austin’s restaurant scene – check out Chi’Lantro if you feel a hankering for Korean BBQ tacos served with Kimchi fries.
MEET AT THE SWIMMING HOLE
This being Texas, the summertime weather can be sweltering. Zilker Park is 358 acres of green oasis in the centre of the city and plays host to the Austin City Limits Music Festival in October. But the
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very best way to cool off is to go for a dip in the park’s Barton Springs, an open-air swimming hole. Entry is a very reasonable $9 for the whole day. Follow the Colorado River east for a couple of miles at dusk and you’ll come across one of Austin’s most curious natural attractions. Every night during the summer, hundreds of people gather at sunset on the Congress Avenue Bridge to witness the breathtaking phenomenon of the thousands of bats that live under the bridge taking flight. Austin is home to North America’s largest urban bat population, and the sight of them leaving their perches to soar into the sky, forming a surreal black cloud over the river, is not one to be missed. Told you it was weird. ABTAmag.com
Pictured
Clockwise from top: Crowds gather to watch thousands of bats take flight from Congress Avenue Bridge; singers at Stubb’s Gospel Brunch; a taste of Austin’s own unique barbecue style
ABTAmag.com
A warm welcome
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esigned to guarantee complete relaxation and a world-class wellness experience, TRH Hotels is a great match for clients, whether they are travelling on business, as a couple or with young children. Providing first-class facilities, equipped with the latest technology and offering personal attention to guests, TRH Hotels’ three- and four-star establishments are found in Majorca, Menorca, the Canary Islands and Andalusia. From the TRH Ciudad de Baeza, which was built in a former 16th-century Carmelite convent, to Majorca’s TRH Jardín del Mar, situated on Santa Ponsa bay and offering stunning views of the Mediterranean, the group’s eight hotels are unsurprisingly popular with British guests looking for sun, relaxation and luxury.
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The 182-room TRH Taoro Garden offers a unique experience in one of the most beautiful areas of Tenerife Norte. Found above the Parque Taoro and about half a mile away from Puerto de la Cruz, it is surrounded by more than 1,070 sq feet of subtropical gardens. The cosy hotel, which was completely restored in 2017, is the ideal place to experience Canarian culture and gastronomy, dive into the Atlantic Ocean and swim in an outdoor, temperature-controlled pool. The Palmanova Suites by TRH in Magaluf is designed for groups and couples. Boasting live music, DJ sessions, a solarium terrace and multiple swimming pools, it is the perfect accommodation for a fun-packed and sun-kissed holiday. The 176-room TRH Paraiso is a design hotel with four-star services in El Paraiso,
Estepona, and is a fantastic location for relaxation, golfing and family trips. It has authentic gastronomy, a sauna and indoor and outdoor swimming pools, plus suites and rooms with sea views. The adjacent El Paraíso Golf Club is one of the most established courses on the Costa del Sol. In fact there are 60 championship golf courses on this sunny stretch – four of which are ranked in Europe’s top ten. The 200-room, four-star TRH Mijas caters for couples, business travellers or groups of friends and is located in the centre of Mijas, a charming Málaga town nestled in the mountainside. An example of elegant Andalusian architecture, it has panoramic views of the Mediterranean. For more information about TRH Hotels, contact salesandmarketing@i-travelsolutions.com
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The Caribbean and Latin America Authentic experiences… the chance to discover something completely new… holidays designed by our experts who share your customers’ passion for travel… From spirited Cuba with its zest for life to the ancient and mysterious sights of Peru and the colourful wildlife of Costa Rica, what will they discover? The world really is waiting to meet your customers. Here’s a taste of some of our Caribbean and Latin America Tours…
Jewels of the Caribbean Three of the most dazzling of the Caribbean islands are revealed on this laid-back tour from St Lucia to Grenada to Barbados. Discover their diverse charms and soak up the sunshine on some pristine beaches.
Treasures of the Yucatán Travel through the Yucatán and Chiapas in search of ancient pre-Colombian ruins, colonial towns and sites of outstanding natural beauty.
Grand Tour of South America South America is a colourful, extraordinary continent where adventure and discovery lie around every corner. This new tour reveals some of the highlights of Peru, Bolivia, Argentina and Brazil.
Machu Picchu and the Galápagos Islands Embark on the trip of a lifetime on this thrilling tour and cruise adventure taking in two of the most famous must-visit destinations in the world – the ‘Lost City of the Incas’ in Peru and the Galápagos Islands in Ecuador.
Highlights of Peru Allow the rich culture of one of the most historic countries on earth to stimulate your senses on an epic journey that takes you back in time more than 1,000 years. Discover the highlights – visit the Sacred Valley and Machu Picchu, take to the waters of Lake Titicaca, go in search of Andean condors and visit Inca ruins in the colonial cities of Cuzco and Lima.
The Best of Brazil and Argentina Discover the iconic attractions of Brazil’s ‘Marvellous City’ during a three-night stay in Rio de Janeiro. Then head to the magnificent Iguazu Falls for a further two nights in the city of Foz do Iguaçu. Conclude in Argentina with a threenight stay in Buenos Aires.
Patagonia: A Tour to the Ends of The Earth Using Buenos Aires as your launch pad, explore the gateway to Tierra del Fuego, Calafate, and the majestic panoramas of Torres Del Paine and the Perito Moreno glacier.
Inclusions: • Optional included travel insurance • VIP door-to-door travel service with unlimited mileage • Visas included • Dedicated Tour Manager • A choice of exclusive solo departures • All tour departures are 100% guaranteed • First time travellers protected by our Money Back Guarantee
Features Uganda
50 September 2019
ABTAmag.com
Wildlife in your midst From gorillas, chimpanzees and tree-dwelling lions to luxuriant lakes and primordial mountains, Uganda’s got the lot, as Karl Cushing discovers
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Features Uganda
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hear them long before I see them, the dense, shaking treetop canopy providing more than ample cover for the fast-moving, wildly ‘whooping’ chimpanzees – and proving more than a match for my slow-focusing camera. But then there they are, a whole group nonchalantly stretched out on the boughs of a fallen tree, just feet before me, lorded over by the alpha male as he acquiesces to an attentive preening session. Watching the group dynamics and interactions is mesmerising. I stand transfixed, rooted to the spot. I’m in western Uganda’s Kibale National Park, where chimps are the undisputed stars of the show. They are, however, but one of 13 primate species in the park, which claims the highest
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density of primates in Africa. Some prove remarkably easy to spot, not least the black-and-white colobuses I spy from the grounds of Primate Lodge (ugandalodges. com/primate), my homely haven mere metres from the park’s HQ, the starting point for tracking. More elusive are the galagos, or ‘bush babies’. With night-time being the right time to glimpse the little critters, I sign up for a private night walk where, thanks to the keen-eyed, torch-bearing ranger, I tick off two of the park’s three species, although I fail to catch a nocturnal glimpse of civet or serval cats, which feature among the local predators. Birding is another big draw, with Kibale home to 372 of Uganda’s thousand-plus species of bird.
Take a tour Rainbow Tours’ 14-day private tour, Pearl of Africa: The Best of Africa, from £8,170pp including flights, ticks off a lot of parks, from Bwindi and Kibale to Queen Elizabeth and Ziwa, for rhino tracking (rainbowtours. co.uk; 020 7666 1266).
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Gorilla tracking In these information-heavy days, it can be hard to experience genuine jaw-drop awe when doing something for the first time – but exceptions remain, a first encounter with a group of mountain gorillas being one. Uganda is arguably the best place to see the world’s largest primates in the wild, having more gorillas than neighbouring Rwanda and without the same level of security concerns as the DRC. Uganda also has far more groups of habituated gorillas to track, while the $600pp tracking permit fee (rising to $700 in July 2020) is a steal compared to the $1,500pp charged in Rwanda. Gorilla tracking is focused on two national parks in southwest Uganda. Most opt for the more accessible, enchantingly named Bwindi Impenetrable Forest (bwindiforestnationalpark.com). Home to half the world’s population of mountain gorillas, the park now offers 17 habituated groups to track, plus you have the option of tracking chimpanzees, too. By contrast, lesser-visited Mgahinga (mgahinganationalpark.com), part of the Virunga Conservation Area that spills over from the DRC and Rwanda, offers visitors the chance to track just one habituated group, the Nyakagezi, and there are no chimps. What it does have is endangered golden monkeys and excellent trekking on its three volcanoes. Bwindi has been offering gorilla tourism since 1993 and gorilla numbers have been steadily increasing in
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recent years. Following the anticipation-fuelled trek, your guide finding a path through the thick forest blanketing the majestic, mist-covered mountains, you’ll be gifted an hour with your group of gorillas once sighted. Trekking is best attempted from June to September or December to February, avoiding the rainy seasons when tracking conditions are slightly tougher. You’ll need to be more than 15 years old, mustn’t be sick at the time of your visit and you’ll need a level of physical fitness to reach them. That said, older or less physically fit visitors are generally allocated the nearest groups, while capping the number of visitors to each habituated group at eight per day keeps groups small and minimises disruption. Bwindi’s gorillas are spread out over four sectors – Buhoma in the north, Ruhija in the east and Rushaga and Nkuringo in the south, home to some great habituated groups, the Nkuringo tracking trailhead and lovely, lofty lodges such as Clouds Mountain Gorilla Lodge and Nkuringo Bwindi Gorilla Lodge. Gorilla Forest Camp offers luxurious tented accommodation and, if you’re lucky, you may spy gorillas in your grounds. Not that gorillas are the only wildlife in town. Aside from chimp tracking, Bwindi is a prime birding spot, its myriad species including a healthy number of endemics, while interactions with local Batwa communities combine well with scenic forest walks.
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Features Uganda
Animal welfare ABTA has produced the first Global Welfare Guidance for Animals in Tourism, supported by six manuals covering specific topics. These are practical guides for travel businesses as well as suppliers of animal experiences. The aim is to encourage good practice in animal protection and welfare. The manuals set out unacceptable and discouraged practices, minimum requirements for animal welfare and best practice. They bring together existing guidance and are intended for travel providers to issue to their suppliers, for tourist boards and relevant destination authorities as well as animal attractions. Developed in consultation with more than 200 stakeholders including animal welfare experts, the manuals ensure that everyone working in the travel industry can be informed and up to date with the latest guidance and good practice in animal welfare. ABTA will publish updated guidelines by the end of the year. See ABTA.com
Pictured
Top: Queen Elizabeth National Park is home to tree-dwelling lions; Bottom: Elephants roam close to Murchison Falls
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Don’t miss ABTA’s new Adventure Travel Conference in London on 19 November. Visit abta.com/abtaevents to register
Wildlife aside, the ‘Pearl of Africa’ offers a riot of experiences PLAINS SPEAKING
After Kibale’s primate-packed rainforest, the vast open plains and gorges of Semliki National Park, a few hours’ drive away, offer a refreshing contrast. While big game is limited for now, and it lacks big cats, plans are afoot to restock and restore Semliki to its former glory. For now, it offers stunning landscapes and the sumptuous Semliki Safari Lodge (wildplacesafrica.com), where I lap up the daily game drives, my afternoon forays capped by sundowners amid the acacia. Come nightfall the return home offers
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the chance to pick out everything from nightjars and owls to a huge African Rock Python blocking the path as it slithers out on the prowl. Other times I content myself with kicking around my palatial platformed tent’s terrace or lazing around the lodge’s main lounge area. From this vantage point I witness the wildlife stir around me, from the endlessly grazing warthog below to the monkey business in the distant tree line. As the sun falls below the horizon, I flank the fire and allow myself to be lulled by the sounds of the bush. Alongside visits to Semliki Chimpanzee Project, the park’s forest areas serve up excellent birding, bolstered by a guided boat tour on nearby Lake Albert. Here, I tick off all manner of other sightings while peeling my eyes for my ultimate goal – a shoebill. Hours pass as we fruitlessly scour the banks, but when we finally spot one it’s an unforgettable experience. Standing a
full four incongruous feet against the grassy papyrus backdrop, it fixes me with the fierce, piercing yellow eyes that float above its gargantuan hooked beak before breaking off for some disinterested preening. I’m not done though. Later, in Entebbe, I chalk up a second sighting on an extended scouring of the papyrus-lined channels of Lake Victoria’s Mabamba Swamps. With ten National Parks in the country, however, from remote Kidepo to Bwindi with its gorillas [see page 51] and Queen Elizabeth with its tree-dwelling lions, I hardly scratch the surface of the country’s possibilities. Wildlife aside, the ‘Pearl of Africa’ offers a riot of experiences, from hiking the slopes of the snow-capped Rwenzoris and tackling Mt Stanley to croc and hippo encounters at Murchison Falls and rafting at Jinja, the country’s adventure capital. One thing’s for sure: there’s a lot more to Uganda than gorillas. ABTAmag.com
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Promotion
At one with nature Through its innovative Green Scheme, Slovenia has committed to sustainable tourism practices, protecting and nurturing its many natural wonders
H
ome to some of the Europe’s most breathtaking natural scenery and picturesque towns and cities, Slovenia is also a world leader in sustainable travel. This Central European country, which is 60 per cent forest, has seen its forwardthinking green policies enthusiastically embraced by its residents and tour operators, resulting in recognition according to the Green Destinations international criteria. The celebrated Green Scheme of Slovenian Tourism has established sustainable policies and experiences, with its Slovenia Green label allowing those involved to commit to a sustainable future. In total, 48 destinations across Slovenia now boast a gold, silver or bronze Slovenia Green Destination label, while there are 37
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green providers with the Slovenia Green Accommodation label, four protected areas with the Slovenia Green Park label and two green agencies with the Slovenia Green Agency label. Below, we look at some of the best green options in the country.
Capital gains
Ljubljana, the capital of Slovenia, is among Europe’s most attractive cities thanks to its abundance of green space and Jože Plečnik’s pristine architecture. Associated with the Vienna Secession style of architecture, the Slovene designed the iconic Triple Bridge, the Slovene National and University Library building, as well as the embankments along the Ljubljanica river. With 560m² of public green space per capita, in 2016, the city was named as the European
Green Capital. The town centre is closed to traffic, so it is best explored on foot, by bike (visitors can rent bikes for free at various locations around the capital using the BicikeLj self-service system) or on a Cavalier, a special electric vehicle. Guests can stay with two green providers, the Park Hotel Ljubljana and the Trnulja Estate.
Beautiful Bled
Described by the Slovene poet France Prešeren as a serene paradise, Lake Bled is perhaps Slovenia’s best known – and arguably most beautiful – attraction. Found in the Julian Alps of the Upper Carniolan region of northwestern Slovenia, the lake surrounds Bled Island, which houses a 17th century church and is overlooked by Bled Castle. Slovenia sees a responsibility to preserve its
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natural and cultural heritage for future generations, and so sustainable and green approaches are applied to tourism to the destination. Visitors can take a selection of boats to Lake Bled, from electric rides to a traditional pletna, as well as characteristic coaches, fijakers (open carriages) and a tourist train around the lake. Bled, which is committed to the zero waste society concept, can be explored on foot or two wheels (either electric or traditional bikes) and is home to the green Astoria and Savica hotels, and Vila Mila.
The great outdoors
Almost two thirds of Slovenia is covered by forests, with many of these found in the Kočevsko region, which is almost 70 per cent forest. Here, you will find remnants of age-old beech forests, included on the Unesco Natural Heritage list – the Krokar primeval forest and the Snežnik-Ždrolce Nature Reserve. Kočevsko is also home to the brown bear, wolves, lynxes and other endangered animal species, which can be observed in their natural habitat. Furthermore, nature parks and protected areas account for 13 per cent of
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Slovenia’s territory. The largest protected area is the Triglav National Park, which covers most of the Julian Alps, and contains Mount Triglav, its highest peak with an elevation of 2,864m. Slovenia also has three regional parks: Kozjansko Regional Park, Notranjska Regional Park and the Škocjan Caves, the first Slovenian sites to be placed on the Unesco World Heritage list. For the intrepid there’s the new 300km Julian Alps Hiking Trail, which takes in some of Slovenia’s most beautiful scenery, from snow-capped peaks to Alpine valleys.
Spa trek
As well vast forested areas, Slovenia boasts fresh air and clean water, both of which can be found in Podčetrtek, home to one of the country’s best wellness centres, the Terme Olimia Spa. The Green-labelled Kozjansko Regional Park, part of the Unesco World Network of Biosphere Reserves, is also located nearby, as is the Olimje Minorite Monastery, which includes the third-oldest pharmacy in Europe and a beautiful herbal garden. Just 20 minutes away is Rogaška Slatina, famous for its unique mineral water and crystal. Its Donat Mg natural
mineral water contains the highest amount of magnesium in the world and is used in the centre’s healthcare and wellness programmes. The Spa Park is described as the “green heart of the complex”. Two holders of the Slovenia Green Accommodation label are located nearby – the Marjanca Tourist Farm and Villa Angelina.
Below the surface
Slovenia’s delights also extend to below the ground, including the magnificent Postojna Cave, considered the mostvisited tourist cave in Europe. This is home to the olm, sometimes called the human fish, and in 2016 this was the location of the birth of ‘dragon babies’ – the folk name for the cave’s most famous inhabitants. The Škocjan Caves show the wild side of nature with the largest subterranean canyon in the world. Križna Cave is known for its emerald subterranean lakes and for the discovery of cave bear bones. Truly, when it comes to sustainable travel, Slovenia has it all. For more information about sustainable tourism in Slovenia, see slovenia.info
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Features Sustainable tourism
New tourism trailblazers
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Responsible, sustainable tourism has entered the mainstream. Anthony Pearce highlights the destinations leading the charge
ourism is one of the world’s fastest-growing industries, with the number of international travellers more than doubling in the past two decades. This number could rise to 1.6 billion by next year, with over 370 million of these long-haul travellers, according to the World Tourism Organisation. The sector accounts for 10.4 per cent of global GDP and 313 million jobs, according to the World Travel & Tourism Council (WTTC). The impact of tourism is now, of course, felt across the globe – positively and negatively. As ABTA puts it, tourism can be a powerful force for good, but the effects on hostdestination environments, economies and communities need to be carefully managed. As the industry has grown, so has the idea of, and need for, sustainable
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tourism. Over recent years the concept of sustainable, or responsible, tourism has become more clearly defined. In 2002, the Cape Town Declaration produced the now widely used phrase: responsible tourism is tourism that creates better places for people to live in and better places to visit. Sustainability is understood to have three main pillars: environmental, social and economic. In a tourism context, environmental issues include climate change, water, waste and biodiversity. Social issues include labour conditions, equality and diversity, and child safeguarding. Economic issues can include tourist spend in the local economy and local economic development. Clare Jenkinson, ABTA’s senior destinations and sustainability manager, says: “Sustainable tourism isn’t a specialist
or ‘niche’ form of tourism: any type of tourism can be made more sustainable.” Action can be taken across offices, transport, accommodation, excursions, the wider supply chain, and by influencing customers. On plastics alone, companies such as Thomas Cook and Tui are making big strides in removing single-use plastics from across the business. Travelife for Accommodation, run by ABTA, is a sustainability certification programme that helps members improve their social, environmental and economic impacts. It supports more than 1,500 member hotels in over 50 countries in improving their sustainability performance and highlighting their achievements to travellers and travel companies. Here, we spotlight eight destinations leading change.
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Slovenia Slovenia has long been celebrated for its commitment to sustainable tourism through its innovative Green Scheme of Slovenian Tourism, which encourages and celebrates green practices across the county. According to the 2016 Environmental Performance Index, Slovenia is the fifth greenest country in the world, while its capital, Ljubljana, was named as the Green Capital of Europe in 2016 and took first place in the Best of Cities category at the Sustainable Destination Awards at ITB Berlin this year. One of the great joys of Slovenia is, because of its small size, the permanent proximity to nature; Ljubljana, which has closed its city centre to motor traffic, has 542m2 of public green space per capita – the largest of which, Tivoli Park, leads to two wooded hills, Rožnik and Šišenski hrib plus a maze of hiking trails. Also encouraged is a river ride in a kayak under the city’s picturesque bridges.
Seychelles Found 1,500 kilometres off the mainland of East Africa in the western Indian Ocean, Seychelles is a 115-island archipelago of incomparable beauty. Home to white-sand beaches, turquoise cays, and some of the rarest flora and fauna on earth, it is also establishing itself as a leader in sustainable tourism through various programmes aimed at protecting nature. This includes work with the Marine Conservation Society on projects to protect coral reef and, most impressively, the creation of natural reserves across the region: around 50 per cent of the Seychelles is now designated as such. The Cousin Island Special Reserve, which contains a Marine Protected Area (MPA), is a particular success story: once a coconut plantation, it has steadily restored its original ecosystem. Efforts are not confined to just land, with the Marine Spatial Planning (MSP) initiative enforcing bans on fishing activities in 30 per cent of the island’s Exclusive Economic Zones. The nation, ahead of the curve, has also banned plastic bags, cups, plates, cutlery and now straws.
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Features Sustainable tourism
Spain Nearly 19 million Britons visited Spain last year, making it by far the most popular foreign destination for UK holidaymakers. But under the radar, the country has been making great strides towards offering sustainable holidays. In the 2019 Sustainable Top 100 Destination Awards at ITB Berlin, Baiona, a municipality of Galicia South West Coast, was recognised in the category of beaches and seaside. As well as having natural and marine protected status, the region has committed to making beaches smoking free; by 2018, five out of six beaches were accessible to visitors with physical disabilities. The Spanish tourist board is also promoting sites accredited with the European Charter for Sustainable Tourism, sponsored by the European Commission. These include Doñana National Park, Andalucia, known for its wetlands and migratory birds; the volcanic area of Garrotxa, Catalonia; and forested Garajonay, on the island of La Gomera, which all offer holidays that conserve the ecological and scenic values of the destination.
Portugal Sustainability is embedded into Portugal’s national tourism policy, which includes stimulating a balanced distribution of tourism demand, reducing seasonality and generating value and employment throughout the country. Among other things, they also closely monitor visitor numbers, for example tracking where they are spending their time in order to help avoid over-crowding in popular areas. The city of Águeda, the region of Oeste and the coastal towns of Cascais and Lagos are among those that have been internationally recognised for green tourism. The government has begun to declare some of Portugal’s coastal areas as protected landscape, such as Esposende, southeast Alentejo and SintraCascais. The latter contains magnificent Sintra, a small town a short train ride from Lisbon that has been recognised by Unesco since 1995. The Azores, described by Lonely Planet as ‘Europe’s secret islands of adventure’, is fast becoming recognised as an ecoparadise. Unesco designated three of its islands (Graciosa, Flores and Corvo) as biospheres, while the group has more than 30 Blue Flag beaches – eco-labels awarded to beaches.
Tanzania As one of Africa’s most popular destinations, but one of the world’s poorest countries, tourism is of great importance to the well-being of the Tanzanian people. Poaching is a major problem in a nation full of endangered species (one in three elephants poached in Africa is taken from Tanzania), meaning efforts are under way to protect the country’s incredible wildlife. The Chumbe Island Coral Park in the semi-autonomous region of Zanzibar is a great example: a private nature reserve, it includes a fully protected coral reef sanctuary and forest reserve, where you can spot rare wildlife, and an education centre for the local population. In 2013, it won the World Responsible Tourism award.
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LIVE LJUBLJANA Life is measured in memories. Make some great ones.
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Destinations Community tourism
Tajikistan Tajikistan, a landlocked country in Central Asia, is surrounded by Afghanistan, China, Kyrgyzstan and Uzbekistan, and given its rugged mountains, the country is increasingly popular for hiking and climbing. Although Tajikistan is one of the region’s least visited countries, operators such as Intrepid Travel do offer tours here: its 13-night tour begins in Bishkek, Kyrgyzstan and ends in Dushanbe, Tajikistan, allowing guests to take advantage of the latter’s homestay network and immerse themselves in local life. In the Pamir Mountains, the Pamirs Eco-Cultural Tourism Association (PECTA) supports local people by creating jobs, including for single mothers and people from remote areas.
Ecuador Ever since Charles Darwin’s visit to the Galápagos Islands in 1825, a voyage that played its part in his theory of evolution, this archipelago off the coast of Ecuador has fascinated the world. With 80 per cent of its land birds, 97 per cent of its reptiles and land mammals, and about 30 per cent of its plants endemic to the archipelago, it’s no surprise this delicate ecosystem requires stringent destination management. Fortunately, that’s just the case: 97 per cent of the Galápagos is designated as a national park, while the Galápagos Marine Reserve protects an additional 50,000 square miles of ocean around the islands. No tourist is allowed to explore the islands independently, ensuring the famously confident wildlife remains untouched, and cruise ships – such as Celebrity Cruises’ new Celebrity Flora – are being built with the destination in mind. In Ecuador itself, Planeterra and G Adventures are working with the Shandia village, which is inhabited by indigenous Kichwa families, to develop a cycling tour and chocolate-making class led by the village’s youth. The class is available on the eightday Ecuador Quest Classic tour.
Nepal There are a number of community-based itineraries now in operation in Nepal intended to support local people, while many of the best-known operators offer tours there. Travellers with Trafalgar, for example, visit a thangka painting school in Patan and a Tibetan Refugee Centre, which features the Jawalakhel Handicraft Centre. One of the country’s success stories is Bardia National Park, the largest protected area in Nepal’s Terai and home to the Bengal tiger. It’s one of the largest refuges for the majestic animal in all of Asia – its population is set to double by 2022, while the park is also home to many other endangered species such as the Asian elephant and one-horned rhinoceros.
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A unique view of the city. A mighty medieval fortress and an unmissable symbol of the Slovenian capital kindly invites you to visit. Take the funicular railway for quick and fun access. Experience the unique blend of old and new. Explore the castle’s past through the Time Machine or Behind Bars guided tours, or through the adventure game Escape Castle. Listen to the audioguide in 14 languages or download the mobile application Nexto. Taste the exquisite cuisine. And don’t miss out on our special rates for tourist agencies. You can conclude your visit to the castle in the castle souvenir shop. Experience Ljubljana from a unique perspective.
Don’t hesitate to contact us: sales@ljubljanacastle.com www.ljubljanacastle.com
Features Industry insights
Industry insights
Accessible travel
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Gary Noakes outlines the opportunity cost to companies and services that fail to meet the needs of disabled travellers
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here are 13.9 million disabled people in the UK, according to the latest government statistics: that’s eight per cent of children; 19 per cent of working-age adults; and 45 per cent of pension-age adults. And it’s likely that all of us will, at some point in our lives, have additional needs, whether that’s temporary or otherwise. But despite this, many companies and public services are failing to cater to the needs of disabled customers – according to the charity Purple, 75 per cent of disabled people and their families have walked away from a UK business because of poor accessibility or customer service. Aside from failing to meet a duty of care, it’s also a missed opportunity: the ‘Purple Pound’, as it has been labelled, is worth £249 billion to UK business as a whole, and Barclays estimates disabled people contributed £12 billion to the UK tourism industry in 2015. Further research found disabled travellers and their companions stayed 3.3 days longer on average and spent an average £210 per domestic overnight trip, ten per cent more than able-bodied travellers. Chris Veitch, the UK government’s disability champion for the tourism sector, believes that as the population ages, how we handle accessibility in travel will become an increasingly hot topic.
Don’t miss ABTA’s Over 50s Traveller conference in London on 25 September. Visit abta.com/abtaevents to register
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“There’s the perspective of how we see accessibility; it involves everyone at some point,” he says. “It’s much wider than just disabled people. It also includes older people and anyone with a temporary impairment, like a broken arm. I don’t talk about accessibility and disability; I think about customers and what they want.” An example of the wider market is the growing trend towards 3G (three generation) holidays. The grandparents will not label themselves as disabled, but might have a bad hip or knees or impaired hearing and eyesight, and would appreciate subtle changes to help them, such as larger menu text or strategically placed handrails. It’s a big and diverse picture; VisitEngland estimates 4.9 million people have a long-term illness, 2.6 million have a mobility impairment and the same figure are deaf or have partial hearing loss. There are a range of disabilities, some more visible than others; there are nine million people with arthritis and 850,000 dementia sufferers, plus those with conditions like autism and learning difficulties. “We need to get away from this sense of compliance,” says Veitch. “There’s not really an understanding of the business opportunities or return on investment, but this sector is one of the most exciting developments out there.” He points out that one person in a group with a disability effectively dictates where the entire group goes, which means disability-friendly properties attract repeat bookings and high occupancy rates, as many adapted UK properties have found. Holidaying outside the UK presents bigger challenges, but there is evidence that the primary steps – usually at the airport – are getting easier. Gatwick’s Special Assistance Services helped more
than 615,000 passengers last year – a number growing by around ten per cent each year. The airport pioneered the now UK-wide hidden disability lanyard scheme and has the UK’s first airport sensory room, while Stansted has trained 400 staff as Dementia Friends. Jeremy Cooper, head of marketing at specialist operator Enable Holidays, says a watershed moment, in terms of visibility and efforts to improve accessibility, was the London Paralympics in 2012. “When we started Enable in 2004 we did some research and the vast majority said they daren’t go abroad. That’s why holiday homes and caravans were popular. We’ve seen our customers’ aspirations change dramatically over the past four to five years. We focused on the Med, but now clients want Thailand, Vietnam, India and Africa. It’s a big change for us because each holiday has to be tailor-made.” Cooper believes the airport experience is getting better, but abroad, there still needs to be investment from the hotel sector. “The percentage of adapted hotel rooms is not enough. A lot of hotels have the percentage to tick the boxes, but it’s not enough to meet demand. We’re not just fighting for disabled Britons – other nations are clamouring for a limited number of resorts and facilities.” His advice for agents working with disabled clients is to have “patience, empathy and don’t be patronising”. ABTA has a checklist for agents to use when making disabled bookings and provides guidance for operators on how to cater for this sector. ABTA’s senior destinations and sustainability manager Clare Jenkinson says: “Helping the travel industry to offer holidays that are accessible is an essential part of ABTA’s work and this goes hand-in-hand with creating confident customers.” Whether it’s a life-changing condition or otherwise, accessibility and disability will be an issue that touches us all at some point. Moreover, with an ageing population and an increase in non-visible disabilities, demand for accessible travel will only increase further. It’s an area the industry cannot ignore. ABTAmag.com
September 2019 65
Final word Charles Fachiri
Final word
Each issue we speak to an ABTA employee about their work. This time, it’s Charles Fachiri, senior customer support manager
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he ABTA customer support team provides one of the most valued services offered by ABTA to customers of ABTA members. Customers knowing that they have somewhere independent and impartial where they can go for assistance and advice is one of the most important selling points distinguishing ABTA members from their competitors. I have a team of eight colleagues and we deal with more than 15,000 individual cases over the course of a year, online but also over the phone, as many customers really value being able to speak to a person. This can also often be the most efficient and effective way of resolving a dispute. One of the aspects of the job, which keeps us on our toes, is the sheer unpredictability of the work. I am generally very impressed by the standard of customer service provided by our members, but problems can and do occur. As everyone in travel knows, anything can happen in a destination and customers may contact us as a result. Similarly, some of our members’ products and services can be complicated, and they are often reliant on other trade partners, which can bring its own challenges. Our busiest time of the year is between September and November, shortly after people have returned from their summer holidays. Our first priority is to reply to customers as soon as possible, generally within ten days. We have a wide range of issues that come up but the most common relate to accommodation and food. Sometimes there is an element of managing expectations, for example food in many overseas destinations is thoroughly cooked but not always served piping hot – this needs to be gently explained to some. Customers are also looking for general guidance, clarification of their rights and how our alternative dispute resolution (ADR) process works.
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There is a wealth of information on abta.com, including pro forma and standard letters. A lot of the thinking behind this is to help customers properly structure their complaints, but also to be realistic in the amount they are claiming when seeking compensation. Members generally really appreciate our work, which can save them considerable amounts of money if problems are resolved without the need to go to arbitration or the small claims court. However, the ABTA arbitration scheme –run independently for us by leading dispute resolution service Hunt ADR – is there for those intractable problems where deadlock has been reached. It is quicker, and in most cases cheaper, than using the small claims court. One of the most important aspects of the job is to remain impartial, we see all complaints as important to the customer – we do not judge. In the past few years we have run two training events: the Complaints Handling Workshop and Advanced Complaints Management. These have proved very popular with members, as they have a chance to learn practical, hands-on advice on how best to deal with complaints. They always sell out and get very high satisfaction scores from attendees. I personally really enjoy the chance to interact with members and pass on the knowledge I have picked up in my many years of dealing with dispute resolution, as well as learning and hearing from delegates’ experiences. Dispute resolution is fundamentally about understanding people and recognising their needs. Turning a disgruntled customer into a happy one can be a very satisfying experience and it will hopefully make them more likely to book with an ABTA member in the future – and spread the word to their friends and family. ABTAmag.com
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Looking for a different kind of vacation? Ever thought about going on a mysterious truffle hunt? How about enjoying a wine tasting in autochthonic wine cellars? Or go cycling up the hills, high above the coast along the ancient salt pans? You are warmly welcome to visit us in the heart of Slovenian Istria. Discover the medieval Piran, the cosmopolitan Portoroz and the amazing Istrian hinterland covered in ancient olive trees, the most beautiful scenery and delicious local food. Indulge in a wide range of unforgettable adventures – from adrenaline fuelled activities to lazy strolls by the beach. Want more? Get inspired by the Mediterranean and find your favourite five star experience with a local touch! Here’s a sneak peek at some of the adventures for your bucket list: Lisjak Vintage Gourmet Olive Tour, Relaxing in the salt pans, Thalasso Spa Lepa Vida, Fonda Fish Garden - your next unforgettable day, 5-course food tour on electric bikes, Wine experience at Brič Estate with a sunset backdrop, Truffle hunting experience. Book your experience on www.portoroz.si/en
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