SouTHERN AFRiCA’S TRAVEL NEWS WEEKLY
May 19 2010 I No. 2107
INSIDE
TRAVEL NEWS WEEKLY
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NEWS
AirLink vindicATed CAA finds George runway to blame
rEporT
fEaTurE
THe LATesT neWs FroM indABA 2010
inTo AFricA
Travel continues to boom
Locals out in force
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Airfares set to soar after the ash crisis? sue lewitton
University of Leeds, who says the full effects of volcanic ash on the RAVELLERS may pay up to 5,2% aviation industry remain to be seen. more this year for a European He says the cost of maintenance air ticket as a direct result of of aircraft is likely to increase as losses incurred by airlines during the a direct result of the ash cloud as volcanic ash crisis. This is according various components will require to a study commissioned by Kelkoo. more frequent inspection, including com, a European-based e-commerce the air-conditioning system. “As site, conducted by the Centre for planes taxi round airports, the Economics and Business Research. air-conditioning systems suck up It’s estimated that the losses dirt, which then clogs up the heat incurred by European airlines as a exchangers. Sometimes dirt levels result of the ash crisis sit at around are so high, systems have to be US$1,7bn (R13bn) and although the changed after just three to four European Commission is looking months, whereas they’re expected to at ways of providing relief, CEBR last around 18 months. The planes predicts that up to two-thirds of the will now be sucking up ash as well costs will be borne by the airlines. which will put these systems under “As a consequence, it is expected very high stress.” that this may lead to an increase in Stephen adds: “As a result, the airfares as airlines try to mitigate the cost of engineering budgets is going impact on their already tight profit to rise significantly in the coming margins,” says the CEBR report. months and such cost increases will Bruce Fair, md of Kelkoo UK, says need to be passed on to the end many airlines were already struggling user, unless the carrier has been prior to the crisis as a result very prudent with fuel hedging.” of soaring oil prices, increasing But some experts believe the competition and falling demand. competitive aviation market will force “Based on the impact of oil prices, airlines to keep fares down. Paul economic growth and inflation on Charles, a former airline executive air travel, it is expected that cost with Virgin Atlantic and now crisis pressures and constraint profitability management expert at Lewis will lead to an average rise in fares PR, says: “Airlines would rather of 5,2% in 2010 across Europe, focus their attention on obtaining increasing to 11,5% by 2012,” compensation from governments for says Bruce. the ash cloud and tightening their Airlines may also face additional crisis procedures in case there is unforeseen operational costs in the further disruption. That way, they can 21317 Airlink Nels predicts 30x206 7/9/08 3:02 PMminimise Page 1 any future costs created by coming months, Stephen Wright, an aviation lecturer at the further cancellations and delays.” n
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Tune in with First car rental Over the World Cup, anyone renting a vehicle from the newly upgraded First Car Rental branch at Cape Town International Airport will get free rental of a Tourism Radio device valued at approximately R60 per day. Tourism Radio is a GPS-driven information station for travellers. It tells you all about the area you are travelling through in real-time and draws your attention to prominent landmarks and highlights as you approach them so you don’t miss anything on your journey. Exploring the South African countryside is First Car Rental’s regional manager of Gauteng, Adelle Nel Photo: Tijana Huysamen
XL snaps up more HWTs staff rePorter THE XL Group says its selective growth strategy is paying off with several prominent agencies having joined the group recently. The group’s membership, says coo, Rod Rutter, has steadily increased since the beginning of 2010. “Most recently, the largest Harvey World C M Ypreviously CM MY CY Travel franchise,
situated in Woodmead, has joined us. Now rebranded as XL Nexus Travel, the change from Harvey World Travel to XL coincides with the relocation of the business to prestigious premises on the corner of Engelwold Drive and Oxford Road in Saxonwold.” Sailesh Parbhu, md XL Nexus Travel, explains: CMY “The Kdecision was taken
to move to the XL Group as we had outgrown the Harvey World Travel model over the years. I am grateful to Harvey World Travel for contributing to the foundation phase of the company but we have grown so much that the company needed a fresh, new and different approach to business, and thus the XL Group To page 20
NEWS Top web stories ● More ash woes for the UK ● Breaking news: BA to be hit by 20 days of strike action ● Dubai visas online ● Agents Only: SeaDream agent rates confirmed ● Hellenic to reconnect Greece to Africa ● BA cabin crew “overwhelmingly” reject offer
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Rubes® By Leigh Rubin
Airlink vindicated – CAA finds George runway to blame Jeanette PhilliPs
A
IRLINK has welcomed an announcement by the Civil Aviation Authority that the aquaplaning accident in George on December 7, 2009, was caused by a combination of runway deficiencies resulting from the use of bituminous fogspray, depressions in the runway surface allowing the water to pool and inadequate macro texture and micro texture. The accident catalysed a sequence of events – an intensive and rigorous audit by the CAA that culminated in some findings that jeopardised the airline, and the unrelated grounding of the Jetstream 4100 aircraft on December 23 after a benign discontinued take-off at Mpumalanga. The thorough audits and independent reviews by internationally accredited aviation experts that Airlink was subjected to and voluntarily undertook, confirmed that Airlink’s
aircraft were airworthy, were maintained to the highest international standards, and that Airlink’s operational and safety procedures and standards were world class. Airlink ceo, Rodger Foster, said: “The finding by the CAA that Airlink was not in any way to blame for the George accident is a further affirmation of
“Airlink’s operational and safety procedures and standards are world class.” Airlink’s integrity as a serious and committed airline that upholds the highest international operational and safety standards. Airlink has emerged from the post-accident trauma as a stronger leaner more efficient business with enhanced procedures and standards. “Now that the cause of the accident has been made public, Airlink would like to acknowledge the efforts and skills of our crew, Captain André Bakker, First Officer Richard Halton and our Flight
Attendant Anneena Hurling, in ensuring the safety of our passengers during the accident and subsequently evacuating our passengers, which was nothing short of heroic. “The fact that there were no serious injuries, other than a sprained ankle sustained by the first officer, bears testament to the professionalism of our pilots in the circumstances. This applies equally to all George airport emergency response staff and especially our passenger handling team led by John Spence,” said Rodger. Recognising that many customers have experienced service disruptions resulting from the restrictions imposed by the CAA on the use of the runway in wet conditions, Airlink says it is relieved that runway resurfacing is in progress. It looks forward to this work being completed on or before May 18 and to the lifting of the restrictions so that air services at George can be normalised for all operators. n
Travelinfo,s Shanaaz Khan selects the top specials from Travelinfo
TRAVEL NEWS WEEKLY
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2 n Wednesday May 19 2010
● Lufthansa German Airlines.. ‘Celebrate Europe in May’ fares from R2 490 ex-Johannesburg. Valid for sales until May 24 and outbound travel until May 31. Excludes taxes. ● Ski Leading Tours is offering ski packages to Lech, Austria, from R11 760 per person sharing. The rate includes transfers from Munich Airport, seven nights’ accommodation in a de-luxe pension, breakfasts, travel insurance, ski lift pass and ski hire. Valid for set departures from December 11 to February 5. Excludes flights. ● Travellers’ Choice is offering Blue Lagoon, Mauritius, rates from R8 210 per person sharing. The rate includes return flights ex-Johannesburg, return transfers and seven nights’ all-inclusive accommodation. Valid until September 30. Excludes taxes. ● Legend Lodges. Whalesong Hotel & Hydro rates from R570 per person sharing. The rate includes accommodation with breakfast. Valid until August 31 (excludes World Cup period June 10 to July 11).
Stop Press YEARS of negotiating appear to be paying off for Travelport as the technology provider told TNW this week that all conditions of sale had finally been met and legal discussions were under way to finalise the details of an agreement. Up until this point Travelport has been assisting Galileo’s local representatives but once the legal agreement is signed, the technology provider will assume full control and responsibility for local product as well as reinforce its presence and “gain traction back into the market”. QUICK READ FOR DECISION-MAKERS
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NEWS As part of its drive to enhance accommodation content, Amadeus GTD Southern Africa has entered into a partnership with Southern Sun Hotels. “We’re very excited to announce that our entire hotel group is now available for sale on Amadeus,” says Southern Sun Hotels group channel manager, Helen Kotze. “We recently concluded the partnership in offering the trade accessibility on this channel for the Garden Court and StayEasy by Southern Sun brands, with both brands offering free breakfasts. We now represent a total of more than 50 hotel properties under one SU chain code in Amadeus.” Amadeus has also partnererd with Relais Hotels. “The booking code for travel agents is RH because Relais Hotels connects via Reshub, a department of GijimaAst, which is owned by Guma, Tourvest’s shareholder,” says executive director, John Watson. Pictured here are (left) Helen Kotze (national channel manager Southern Sun) and Cindy Chaplin (Amadeus communications and special projects) Photo: Tijana Huysamen
Southern Sun fully bookable on Amadeus
Eurostar launches Standard Premier Eurost r’s first class, currently called ‘Leisure EurostA select’, is to be replaced by ‘standard Premier’. the comfort and service will remain the same as in Leisure select: guests will still enjoy welcoming staff and large and comfortable
Pillow PillowTalk
A brief look at this week's hotel news
Newmark Hotels expands Cape Town portfolio
NEWMARK Hotels has purchased the La Splendida Hotel on Beach Road, Mouille Point and has also announced the development of a new five-star luxury hotel in the V&A Waterfront, to be named The Queen Victoria. Newmark owns a 30% share of La Splendida and also holds the management contract to operate the business from June 1. The hotel currently offers 24 rooms and suites, as well as the Café Splendida restaurant. An initial upgrade project of R4 million has been allocated to transform the property. The Queen Victoria, which will open in March 2011, will be a small luxury hotel. It will offer 38 rooms and suites including a penthouse suite overlooking Cape Town’s harbour. It will also offer a 30-seater restaurant and a bar, both with bay views. Guests will have use of the Elements Spa @ Dock House, as well as its pool and gardens overlooking the harbour.
Free weekends with Starwood
STARWOOD Hotels and Resorts Worldwide has launched SPG Free Weekends, giving travellers the opportunity to earn a ‘Free Weekend Night Award’ for every three stays at a Starwood property. New and existing Starwood Preferred Guest (SPG) members staying at one of the Starwood brand of properties three times from May 1 to July 31 will earn a free weekend night. There are no limits to how many free nights can be earned and awards can be combined to make a longer weekend stay. SPG members can redeem their Free Weekend Night Awards between May 7 and December 19 on any Friday, Saturday or Sunday at more than 920 Starwood properties, across all nine of its global brands including, W, St Regis, Aloft, Westin and Sheraton. The SPG signature ‘no-blackout’ policy applies to the promotion.
Guaranteed good night’s rest at Crowne Plaza
seats. However, instead of the three-course meal, a light snack or cold meal will be served. standard Premier tickets are currently available for sale for travel on or after september 1. n
From the Benchmark – CPA countdown Advocate Louis Nel gives his tips on staff training… ● Any change to such contract must be given to the consumer and it must be signed ● Avoid any of the following: coercion, undue influence, pressure, duress or harassment ● Do not use ‘unfair tactics’ ● Address any physical or literacy impairment
Mauritius
CROWNE Plaza Johannesburg – The Rosebank has launched the Sleep Advantage programme, designed to give guests everything they need for a great night’s sleep. The programme will feature in all 92 Crowne Plaza hotels in Europe, the Middle East and Africa by the end of 2010 and will offer luxurious bedding – 200-thread count, 100% cotton sheets/upgraded bedding, cluster fill pillows, a soft microfibre duvet and a mattress topper; Quiet Zone – the Quiet Zone is for business guests only and there is a ban on noise from 21h00 until 10h00. Rooms will also be located away from the lifts or ice machines; Guaranteed wake-up call – if guests do not receive their wake-up call within five minutes of the time requested, they don’t have to pay for their stay; ThisWorks aromatherapy kits – exclusive to Crowne Plaza, aromatherapy, bath, body and skincare company ThisWorks has created a sleep kit to help guests unwind after a busy day. With 100% pure essential oils, ‘Breathe In’ helps clear the head and ‘Deep Calm’ encourages relaxation and sleep.
5 H Intercontinental Resort
• 2 BEDROOMED FAMILY OCEAN VIEW ROOM SPECIAL • PAY FOR HALF BOARD AND GET FREE UPGRADE TO ALL INCLUSIVE • 1 or 2 kids (under 16 years) stay and eat free • Valid till 30 September 2010
R16 822.00 per adult + taxes R1 750.00 R3 122.00 per child + taxes R1 650.00 g R4 552.00 per teenager + taxes R1 750.00 Includes: Return economy air fare. Airport/hotel/airport transfers. 7 nights accommodation sharing a deluxe ocean view family room. ALL INCLUSIVE. Travellers’ Choice bag. g g
Air fare supplements: On SAA ex CPT R1 151.00 p/p 08/04-20/06/10 and 14/07-19/09/10 and 29/09-31/10/10 and R1 474.00 p/p 20-28/09/10. Ex JNB and DUR R322.00 p/p 21/06-13/07/10 and 20-28/09/10. On MK ex CPT R1 110.00 p/p 11/04-09/06/10 and 16/07-19/09/10 and 04-31/10/10 and R1 425.00 p/p 20/09-03/10/10. Ex JNB and DUR R191.00 p/p 20/09-03/10/10. Additional taxes: Ex DUR R250.00 p/p
Call TRAVELLERS’ CHOICE (011) 869 1600 for bookings or email on res@t-choice.co.za Subject to availability, air fare increases and currency fluctuations. TNW5158
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South Africa’s Leading Independent Tour Operator
QUICK READ FOR DECISION-MAKERS
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INDABA REPORT BACK
Locals out in force… Natalia Thomson brings you an update on Indaba 2010…
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HILE exhibitors at this year’s Indaba were quick to point out the regulars among overseas buyers had made an effort to attend Durban’s recent Indaba despite the upcoming World Cup, they had been pleasantly surprised by the number of local retail agents who had attended this year’s show. By the second-last day of Indaba, SA Tourism reported that 13 856 people had passed through the exhibition’s turnstiles, with local visitors attending the show on the last two days as opposed to previous years where local visitor
attendance had been restricted to the show’s last day. Although it was a notably quieter Indaba than in previous years, the halls were brimming with local industry stakeholders who took the opportunity to network with their existing suppliers and assess new products in Southern Africa. Said one retail agent on his experience of Indaba: “It shows that during the economic downturn, Southern African products have had to look inwardly at the South African market for support.” Garth Wolff, ceo eTravel, who spent several days at
the show, says Indaba is a great opportunity to spend time with suppliers and build relationships. “We don’t make enough time to spend with our suppliers and it’s also a great opportunity for us to see what other product is available in the region.” Although some refer to the event as overwhelming in its number of exhibiting products, exhibitor numbers continue to grow, with 10% more in attendance this year. Kenya and Madagascar were also for the first time allowed significant exhibition space, which boosted the presence of neighbouring countries exhibiting products.
Flight Centre Gateway gets service award FLIGHT Centre Gateway has walked away with top honours at this year’s Welcome Awards, announced annually at Indaba in Durban to recognise service excellence in the travel and tourism sector. Says Hanneli Slabber, global manager: product: “We congratulate these winners who are the cream of the tourism crop.
“They have embraced quality service delivery and their overall performance demonstrates their readiness to welcome visitors to the 2010 FIFA World Cup.” The winners were praised for raising the bar of service delivery, providing visitors with excellent service to entice them to come back and visit. Their products and services
were innovative, met and went beyond visitors’ expectations and inculcated a culture of a great hosting nation. Of great importance when judged, was the overall impression they portrayed of a consistently high standard and that they demonstrated professionalism in their approach to customer service.
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FC Gateway scoops award Flight Centre Gateway ladies celebrate winning the Welcome Awards trophy for best travel agency – (front, from left): Gillian Bell and Riona Raghubir (back, from left): Kerry Ann Somasundram (store manager), Bianca Sprong and Charlene Kanny. Janine Salame, gm, Flight Centre South Africa said: “We’re absolutely delighted that our Gateway store has scooped this very prestigious accolade. Well done to all of them and continue to fly the Flight Centre service flag high!”
Tourism Business Index to provide industry snapshot PROVIDING a snapshot of the travel and tourism industry’s contribution to the SA economy, the new Tourism Business Index will help raise the profile of the industry and be available to all tourism stakeholders. Launched at Indaba, the Index, compiled in conjunction with Grant Thornton, First National Bank and the TBCSA, will produce economic data on the tourism sector to give government and the sector a clearer picture of such factors as employment, constraints, demand, capacity usage and revenue and pricing issues. “We need to be organised if anyone is going to take us seriously,” said TBCSA ceo, Mmatšatši Marobe. Some 140 tourism providers in accommodation, transport and other sectors will participate in a simple web-based survey to collect the data initially. The survey will elicit information on the current performance as well as the expected performance of the tourism industry. The index will be published quarterly and the data will therefore reflect the past three months (current performance) and the next three months (expected
performance). “The index reports will include qualitative answers to a series of questions as well as quantitative data on key capacity provision and utilisation levels, pricing, employment levels and future booking levels. The methodology of the TBI will also conform to the Organisation for Economic Development and Cooperation’s (OECD) standards and guidelines for business tendency surveys,” says Mmatšatši. The TBI will cover the following areas: ● Domestic and inbound tourism industry ● National level indicators ● Sub-indices for accommodation, transport and other tourism indicators Future additions to the index could include: ● Other industry sectors (attractions, activities, restaurants, retail) ● Outbound tourism ● Provincial indicators The TBI will also include one more detailed survey per year that will focus on a specific topical area such as sustainability or transformation. n
QUICK READ FOR DECISION-MAKERS
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NEWS Townhouse refurb nears completion Natasha Tippel
‘Inspired Service’ with Etihad Etihad’s new Coral Economy cabin’s ‘Inspired Service’ has now been rolled out in over 40 of the airline’s 62 global routes, with the full roll-out due to be completed by the end of May. ‘Inspired Service’ gives economy-class customers with a more tailored experience, including: greater choice of food and beverages; a more personal style of service from cabin crew members; larger, highcomfort pillows; travel packs for guests travelling on an overnight flight; and special support for families and children, including kids’ entertainment packs. TNW experienced the service on a tour of First Catering, Etihad’s in-flight caterers. Getting ready to take the tour are, from left, sales account managers, Candice Allen and Leanne Fallon Photo: Natasha Tippel
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THE Townhouse Hotel and Conference Centre in Cape Town has undergone a three-year multimillion-rand refurbishment, which will soon reach completion with the renovation and reopening of the restaurant. Phase one saw the refashioning of the 106 guest rooms and reception area followed by the transformation of the business amenities with a new conference centre. The newly renovated restaurant has been designed to allow for divisions into smaller, more intimate spaces by closing off sections of the room with curtains, which is great for conference or breakaway groups at lunch or dinner. ■
seychelles
Sensational Trou aux Biches
AirHeads SQ introduces no-show penalty
SINGAPORE Airlines has introduced a no-show penalty fee of R2 000 for business-class passengers and R1 000 for economy-class passengers. E-tickets will be suspended for any no-shows. The penalty should be collected as an OC tax before the suspension is lifted for reissuing. The no-show penalty, plus 14% VAT, applies to tickets submitted for refund. Agents should note that, if they neglect to collect the penalty or to cancel an unticketed booking, an ADM will be issued.
New bus service from Gatwick
A NEW non-stop bus service from Gatwick Airport to Earls Court has been launched by easyBus. Buses will depart every 15 minutes from the easyBus stop outside the Earls Court Exhibition Centre and prices start at £2 (R23). The journey to the airport will take about an hour, depending on traffic.
EY to open premium lounge in Manchester
ETIHAD is to open a premium lounge in Manchester later this year. The Terminal 1 facility will form part of a gradual roll-out of lounges across the airline’s network. It will offer a range of features, including a five-star dining with a selection of international cuisine; a business centre with individual workstations and privacy for people with laptops; a prayer room; a family room where children can be entertained by nannies; a relaxation area with high-comfort leather chairs and reading material; bathrooms and shower facilities; and expansive views over the airport’s taxiway and runway.
Trans-Tasman alliance for VBA, Air NZ?
THE Virgin Blue Airlines Group and Air New Zealand have announced plans to apply for regulatory approval to create an alliance on the trans-Tasman route. The proposed alliance will allow the airlines to strengthen their offering on the route, to collaborate on future route and production planning, codesharing and frequent flyer benefits. The regulators are expected to take around six months to review the applications. The airlines said, while the alliance was a significant development, it would not affect any existing partnerships or alliances of either airline.
Czech Airlines – credit card payments
EFFECTIVE immediately Czech Airlines accepts all major credit cards, inlcluding Diners, Visa, Amex and MasterCard as a form of payment.
Home Caretaker Benefit A couple with TIC travel insurance went abroad on holiday, leaving a house sitter in charge of their home. While they were away, a pipe leading to the geyser in the house burst, resulting in the following damage:
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1) The pipe needed to be repaired. 2) The ceiling needed to be replaced and repainted. 3) The adjoining wall needed to be repaired and repainted.
in touch with TIC’s assistance company, who arranged to send a plumber to their residence to fix the pipe, as well as a building contractor to repair the ceiling and adjoining wall. In the event of an emergency at home, TIC will send locksmiths, glaziers, electricians, plumbers or any other emergency service providers to fix the problem – and pay up to R3000 for the service.
The house sitter called the couple to inform them of the problem, and they in turn got TNW3968SD
QUICK READ FOR DECISION-MAKERS
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NEWS
SAA opens new lounges in SA airports Jeanette Phillips
S
OUTH African Airways has opened new and revamped airport lounges across South Africa. These include a new international departures lounge at OR Tambo International Airport as well as a domestic lounge at Cape Town International for business-class passengers and Voyager Platinum members. The lounge at OR Tambo is situated on the Mezzanine floor of the international departures terminal after passport control. The 2 500 square metre space is divided into two areas, one for first-class customers, Voyager Lifetime Platinum and Platinum members and the other for business-class customers, Voyager Gold and Silver and Star Alliance Gold members and SAA/Nedbank Platinum and Gold credit card holders. Some of the customer requirements included a view of the airport runway, wireless and high-speed Internet connection and an upgraded product, all of which have been incorporated into the design. Another requirement was a ‘left luggage’ facility.
The lounge has a view of the runway, rest (snooze) rooms, rainfall showers, an enclosed cigar lounge, an audio-visual entertainment room, dedicated Internet, built-in private entertainment screens and private boardrooms. There is also a self-service food area and a served bar. A children’s area offers high-tech entertainment. The 1 180-sqm domestic departures lounge at Cape Town International Airport is divided into two areas, one for Voyager Lifetime Platinum and Platinum members and the other for business-class passengers, Voyager Silver and Gold members and Star Alliance Gold members. Customers have a view of the runway and a variety of facilities are available, including a self-service food and beverage area, an audio visual area, an enclosed smokers’ lounge, a kids’ area and showers. Also set to open over the next few weeks is an SAA business-class lounge at King Shaka International Airport and, at OR Tambo, an exclusive kerbside check-in facility and Arrivals Lounge. The domestic lounge at King Shaka opened on May 1
and will be available to SAA’s business-class passengers. SAA’s new Arrivals Lounge at OR Tambo will be situated in the area directly after customs and is available to SAA business-class passengers, Voyager Lifetime Platinum and Platinum and Gold members travelling on the airline’s international and regional flights. The lounge offers passengers a chance to refresh after a long journey. It is especially useful to passengers transferring on to connecting flights or those arriving for business meetings. It offers a food and beverage service, showers and a pressing service for clothes as well as an email and Internet area and an enclosed smokers’ lounge. According to the airline, the SAA kerbside checkin facility will be the only one of its kind at OR Tambo and is situated on the kerb when walking towards the new domestic terminal. SAA Voyager Lifetime Platinum and Voyager Platinum cardholders can check in for their flights, a concierge collects the customer’s luggage and then escorts them to a personal check-in desk. ■
Southern Sun continues expansion in SA Natasha Tippel SOUTHERN Sun Hotels continues its aggressive expansion with the opening of three new properties in South Africa. The Southern Sun Montecasino, located in the Montecasino Entertainment Complex, opened on May 1. The four-star hotel joins other Southern Sun hotels in the area – the five-star Palazzo Montecasino and the three-star Sun Square.
The property comprises 194 rooms with airconditioning, TV with satellite channels, coffee- and teamaking facilities, a work desk and WiFi access. Other hotel facilities include Punchinello’s restaurant, a lounge bar, pool terrace, gym and a business centre. A 1 400sqm conference centre is located within the precinct. The new StayEasy Pietermaritzburg has also opened, offering
guests a more affordable accommodation option. Each of the 127 rooms (in double or twin bed configurations) has an en-suite shower, flatscreen LCD television with selected DStv channels, air-conditioning and tea- and coffee-making facilities. A meeting room, wireless Internet hotspots and work stations are also available. In addition, Southern Sun opened a new Garden Court property in Umhlanga on May 15. ■
Carlos Sobrino Herrero joins Iberia Southern Africa as its new gm Photo: Tijana Huysamen
New Iberia gm arrives in South Africa Natalia Thomson A SPANIARD with a surprising hint of Mancunian in his accent, Carlos Sobrino Herrero, Iberia’s new gm Southern Africa, has spent much of his aviation career in the UK and Ireland. Carlos began his career in aviation working at an airport, despite his intention after leaving tourism training to forge a career in the hospitality sector. “I started with Iberia in 2000 and was station manager in Manchester, which closed in March 2004.” Leaving the UK in 2004, Carlos headed to Costa Rica where he spent the next two years working as station manager. But in 2005 it was back to Europe where he was appointed district manager and sales manager in Dublin, Ireland. “There was lots of low-
cost carrier competition on routes to and from Ireland but the country has become a financial hub so there was lots of corporate business as well.” South Africa, says Carlos, will continue for now with its four flights per week although over the World Cup period, the carrier anticipates putting on additional capacity. And though the weather in Carlos’s new SA posting may be far better than in his preferred part of the world, the UK’s Lake District, he’s likely to miss his long walks and family, who are still based in the UK. Carlos counts among his many achievements, having completed the Camino de Santiago de Compostela Pilgrimage. A self-proclaimed workaholic, Carlos admits the aviation sector is also certainly no walk in the park. ■
‘New generation’ holiday resort to be built in France Natasha Tippel CLUB Med has signed an agreement with Caisse des Dépôts and Sofival, a ski area management company, for the construction of a 10 n Wednesday May 19 2010
holiday resort in Valmorel, Savoie, France. Construction on the 4-Trident mountain resort with a 5-Trident space will start in May and is scheduled to open towards
the end of 2011. This resort, which will feature 418 rooms, has been designed to be Club Med’s flagship upscale snow resort. It will also be the first resort to offer 70
additional apartment-chalets for sale, 50 of which will be offered in the framework of a leasing management programme. During their vacancy periods, owners who have opted for this
programme can enjoy free access to the resort and benefit from the advantages of Club Med’s all-inclusive formula. The resort will be open in both summer and winter. ■
QUICK READ FOR DECISION-MAKERS
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REPORT
Would you get an A+ for service? Rachael Penaluna EARD the saying “good news travels fast”? The same certainly can be said of bad news, and particularly, bad service. Travel agencies that deliver good service will convert ordinary customers into loyal ones just by guaranteeing good service. And at a time when travel companies are increasingly reliant on these loyal customers’ service fees, good service standards have definitely become the basis for a successful business. Debbie Lance, director Sure Bleeker Travel, says following up is a key way of ensuring customer satisfaction. “It is important to monitor your service delivery and check that your customers are satisfied. Your client will know that you are interested in them and their feedback can be invaluable!” There are some basic service criteria that apply when making reservations. One of these is compiling client profiles. Not only do client profiles make the agent’s life easier because all the client’s pertinent information is stored, they also ensure that your client’s details are correct every time a booking is made. Adds Debbie: “Pre-seat your client and make sure their frequent flyer membership details are in the reservation. It is very important to them.” Corporate travellers expect their travel management partners to consistently deliver good service and delight their customers. And consistency is only delivered if every staff member has the same idea of what good service is and
With the advent of the Internet, the value of the service travel agents provide is often undermined. But when disaster strikes, travellers are reminded of the worth of travel agents and the value they bring. A few consultants share their stories on how they assisted clients during the recent volcanic ash crisis...
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how to deliver it. But how do you develop a culture of good service delivery in your business? Beachcomber Tours is renowned for its superb service and professional image. Joanne Visagie, national sales manager, says this is because all managers are committed to excellence and steer their staff in the same direction.
Train, train, train
“We strive for a happy working environment, which means everyone wants to come to work every day.” Training is also essential, says Joanne. “We have lengthy and detailed training for every staff member. A reservations manager can spend three months or more working alongside a Beachcomber consultant, listening to every call and giving advice. All staff members get to travel to Mauritius to learn about the destination and have an in-depth knowledge on each of our hotels. Likewise, in sales the reps are trained extensively, well supported, motivated, constantly
10 tips for delivering ‘foolproof’ service
encouraged and have amazing sales tools to go out and make it happen.” Joanne says there are systems in place at Beachcomber for everything. “We have outstanding communication at all levels of our operation and clear goal posts, which makes it easy for everyone to be on the same page. We take pride in our products and our organisation and also in each other.” Thinking laterally and adding value to a trip can help you to stand out. “Suggest hotels, transport options, provide currency and visa advice and even suggest flying on different airlines for different legs if your client cannot travel on a single carrier on the requested dates. Generally make life as easy as possible for your traveller.” But perhaps even more important, is how agents respond to problems. Winning over a client in a bind can be even more powerful than delivering good service from the start – especially in an industry where consultants place the experience their client is going to have in the hands of others.
1. Reply promptly to travel enquiries. 2. Even if you don’t have an answer yet, keep your client updated and let them know you haven’t forgotten about them or that you are waiting for a reply. 3. Get your client’s relevant information and load a client profile so you don’t have to ask again. Know your client’s preferences. 4. Think laterally and add value by offering suggestions and advice that your client hasn’t already thought of. 5. Always pre-seat your client, taking into account their preference. If it is only possible to pre-seat online or 24 hours before the flight, offer that. 6. Keep your client updated on their itinerary, such as progress of a visa application, changing flight schedules, travel alerts on their destination etc. 7. Try to offer alternatives and save your client costs wherever possible. 8. For smaller corporate clients, offer to assist with setting up a travel policy. 9. Be accessible all the time. Twenty-four-hour service and after-hours assistance is imperative for assisting stranded clients or to manage problems that may arise when a client is still travelling. 10. Address problems immediately. Problems will arise but handling them in a courteous and professional manner will go a long way to placating an angry or disappointed client. ■
12 n Wednesday May 19 2010
A valued service...
“TWO of my clients were booked to fly out to Munich on Monday, April 19 when the ash cloud was at its worst. They had to get to Europe, anywhere in Europe, to be in Germany by Wednesday morning at the latest! There were no flights leaving SA for Europe that night. Thank goodness Travelinfo advertised a charter service that Monday that was flying out in the evening from Lanseria to Toulouse (one of the only European flying areas still open). After getting all the details regarding the charter by 14h00 we had to book a last-minute flight from Durban to Lanseria while waiting in anticipation for the visas to come through (if they were coming through) by 15h00 and arrange delivery to Lanseria by 16h00. We then had to find someone at Lanseria who could hold the passports for the clients when they arrived on kulula at 16h30, eventually departing for Europe at 19h00. In between all this, we had to deal with load shedding. It all worked out well with a little help from my friends (TI, Jet Express and Visa Express). Travel agents are still needed in this industry and should not be taken for granted. We are here to make sure everything falls into place for our clients. I could not see an airline having to deal with all the above.” Mada de Beer, Crossways Travel in association with eTravel “We had four doctors and the wife of one of them stranded in Europe. I managed to get them flights from Madrid to Dakar on Iberia and Dakar to Johannesburg on SAA but first they had to get to Madrid. The three doctors who were stranded in Frankfurt could not get train tickets to Madrid so they hired a car for €1 700 (R16 563) and drove 20 hours to get to Madrid in time to catch their
flight. They spent the night in Dakar and eventually arrived in Johannesburg on April 20 at 17h00 having left Frankfurt on April 18 at 18h00. The fourth doctor and his wife were in Leiden, so they took the train to Paris only to be told that they could get an onward train only to Montpellier. They took it, spent the night in Montpellier then hired a taxi to take them across the border to Barcelona where they caught a flight to Madrid.” Penny Dall, R & M Global Travel “During my career I was employed by El Al both in Israel and in South Africa. I was DSM in Cape Town and there was one particular poster that I will never forget – ‘Bring your family home!’ During the recent activity of the Icelandic volcano, my client (an Israeli living in Cape Town) called me from Milan to tell me that the airport had been closed, flights the next day were not going to operate and Israel Independence Day was taking place on April 19 – what could I do? It was Saturday, April 17 and he was scheduled to depart on April 18. I searched and searched, called El Al friends in Israel but they were off duty due to Shabbat. I called other numbers, tried the direct line and couldn’t get anybody. That night, miracle of miracles, I found a special El Al flight from Rome. I called my client and told him to go to Rome as I had managed to get a seat on the flight. He was nervous as he felt that perhaps Milan airport would open up again. I told him that El Al would get all the Israelis in Europe back to Israel for the important day. Eventually, he listened to me, his travel agent, travelled on the train to Rome and, lo and behold, El Al brought their family home!” Rochelle Weinreich, Travel Counsellors ■
QUICK READ FOR DECISION-MAKERS
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How safe is the airline you’re flying? MORE airlines are expanding into Africa and increasing their routes to African destinations. With this, travel agents and consumers are becoming increasingly aware of the risks of travelling into Africa. What safety criteria should travel agents consider when evaluating and selecting an airline to book their clients on? “Consumers, though largely guided by price, are becoming increasingly conscious of service reliability,” says Rwandair’s Michael Otieno. “The first and most crucial criterion Otieno the travel agent should always look at is the safety compliance of the service provider.” Air Namibia’s Michell Fourie, agrees: “When booking into Africa, as one should do for all air travel, ensure that the airline is IOSAcompliant, which will automatically mean that the airline’s maintenance is up to standard.” Country manager of Arik Airlines, Rodger Whittle, talks about the IOSA model (Iata Whittle Operational Safety Audit) and safety, security and quality that is non-negotiable. IOSA is the international benchmark for aviation safety that crosses borders, alliances and business models, says Rodger.
Into Africa With travel into Africa growing annually, South Africans are becoming increasingly aware of the challenges it poses. Natasha Tippel looks at advancements in air access, safety and security and new developments on the continent.
Travel into Africa continues to boom
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IRLINES are reporting that travel into Africa continues to grow steadily, despite 2009’s economic downturn. “Corporate travel has dramatically increased into the region and is definitely not a low-yield market,” says sales and marketing manager of Air Namibia, Michell Fourie. SA marketing executive of Air Malawi, Felie Mkandawire, agrees: “There has been a steady increase in travel into Africa, especially business travel, as more and more SA companies are opening branches in the rest of Africa.” Travel into Rwanda from South Africa has its own unique traits, says Rwandair’s marketing and corporate communications manager, Michael Otieno. “Foreign arrivals in Rwanda from SA are an almost 50/50 blend of tourists and people coming for business or investment.” The increase in demand can be attributed to the boom in development across the continent. “There is quite a large amount of construction development in Africa,” says Michell. “Currently, we are seeing this in Libya and some 14 n Wednesday May 19 2010
other developing countries in Africa where an increase in trade and growing mining development are taking place.” These developments provide numerous areas of opportunity for operators on the continent, says Michael. “The slow development of transport infrastructure – specifically road networks – presents the aviation sector with an immense opportunity to provide seamless airline services throughout the continent. As aviators and related partners, we should explore initiatives and strategies that will enable the quick growth of a reliable, safe and affordable point-to-point air transport both within domestic and continental borders.” And the developments and increase in demand for travel into Africa are likely to continue to grow. “Countries in Africa will become more accessible, especially from South Africa, as more airlines invest in routes into Africa,” notes Michell. Michael agrees: “The continent presents a number of emerging markets. Today, among the fastest
growing cities in the world are a number of African cities. The growth of business travel on the continent in the recent past has been phenomenal. Countries like Ghana, Ethiopia, Tanzania and Nigeria, just to mention a few, are emerging as fast-growing economies on the continent. Rwanda, too, is experiencing growth in passenger traffic into Kigali.” So how can agents tap into this growing market? They need to be proficient in African destinations of value to tourism, investment and business opportunities, says Michael. “Country information, research and insights should form part of the selling process, especially migration and accommodation information.” Michael also advises that agents keep tabs on the schedules of onward connecting airlines for their clients. Michell agrees: “Agents need to find the most appropriate schedule to meet their clients’ needs, ensure that it’s an Iata airline and make sure that the airline they are booking can offer support and assistance when needed.”
IOSA standards are based on eight areas that contribute to airline safety: ● Organisation and management system ● Flight operations ● Operational control and flight dispatch ● Aircraft engineering and maintenance ● Cabin operations ● Ground-handling operations ● Cargo operations ● Operational security The carrier must demonstrate conformity with over 1 200 individual standards across these eight disciplines. “If there are findings, the operator must close findings within 12 months. Once this is completed and approved, the carrier is placed on the IOSA registry,” says Rodger. Registration is valid for 24 months, after which it expires and the process is renewed. Rodger notes that it is important that agents and travellers consider the time between audits, when airlines may slack. Agents and travellers can view the IOSA registry on the Iata website. Rodger also notes that if an airline is not listed this does not mean it is necessarily unsafe. Often it may be a new airline that is undergoing the audit. If an airline is not listed, there are other means to determine its safety. An agent or traveller can request the airline’s annual audit report or can view the number of incidents and commonalities on the civil aviation website. Air Malawi’s Felie Mkandawire, agrees, saying the best indicator of the airline’s safety is its incident record.
Did you know? Members of Ethiopian Airlines’ ShebaMiles loyalty programme can now accrue and redeem miles on sectors operated by Asky, a new West African carrier based in Lomé, Togo. Ethiopian’s passengers can link through Addis Ababa to Ouagadougou, Bamako, Brazzaville and Kinshasa. Asky’s schedules at Lomé are linked to Ethiopian’s flights to Addis Ababa and beyond. QUICK READ FOR DECISION-MAKERS
Introducing
Nkhwazi Holidays The 34-sqm de-luxe rooms at the new Sankara Nairobi will offer business travellers the ultimate in plug ‘n play technology Photo: Sankara Hotels and Resorts
New Nairobi hotel ideal for business travellers Kate els OPENING in July, Sankara Nairobi, is being positioned as a fresh, contemporary option for travellers to east Africa. Located in the suburb of Westlands, renowned for its nightlife, the hotel will comprise 156 rooms in its first phase, configured as 62 superior rooms, 51 de-luxe rooms, one special-needs room, seven junior suites, two executive suites and 33 club rooms. Facilities at the hotel will include an exclusive-access Club Lounge complete with butler services, work areas, boardrooms and refreshments; meetings and events space to facilitate up to 22 delegates; an Angsana Spa with seven treatment rooms, two rainmist rooms and a relaxation lounge; and a gym
that includes a Turkish steam room, sauna and rooftop lap pool. Dining options at the hotel will also be diverse, with four eateries available – Artisan, Muhibbah, The Gallery Fine Food and Wine, and Sarabi Pool and Supper Club. Services at the hotel include 24-hour in-room dining, multilingual concierge, boutique, CD/DVD library, airport pick-up and limousine service and a private dining room, among others. Guests will only need to travel 20km from Jomo Kenyatta International Airport to reach the hotel or 5km from the city centre. Sankara Nairobi is the first hotel in the portfolio of Sankara Hotels and Resorts, a group expecting to spread out across, not only east Africa but also central and western Africa.
Federal Air increases capacity to VNX FEDERAL Air has announced the introduction of increased air capacity from Johannesburg to Vilanculos. From early June, with the introduction of the airline’s new ATR-72 aircraft, the number of available seats will increase by over 50%. The increased capacity opens up availability for travellers looking for a bush-beach experience with the following benefits: ● increased access to lower fare classes ● greater flexibility out of Nelspruit ● expanding the bush-beach package combinations between the lowveld and Vilanculos Federal Air flies direct from Johannesburg and Nelspruit to Vilanculos.
KQ launches ‘One in a Million’ travel agent programme KENYA Airways has introduced a new travel consultant programme to help agents experience the Kenya Airways product and qualify for air travel benefits. The programme, which was launched in April, centres on the number of miles accumulated, based on the booking class, per consultant employed at an Iata location. The airline allocates a ‘One in a Million’ registration number per consultant and monitors the consultant’s performance on a month-to-month basis until he or she reaches one million miles on Kenya Airways uplifted sectors, after which the agent will qualify for two AD00NI tickets in economy
class to any KQ destination for each million miles achieved. If the agent chooses to travel in business class, the airline will offer one AD 00 and one AD 75 for two million miles. Miles are calculated according to class and city pairs. One sticker will be allocated for every 10 000 miles accumulated and once one million miles are accumulated, application can be made to Kenya Airways for redemption of the two tickets. Redemption tickets are only issued to fulltime employees of Iata travel agents and spouse against a resolution 880 application and presentation of Iata card.
● LAM is offering special fares from SA to Quelimane from R2 360, Beira from
R1 200, Pemba from R1 500, Tete from R1 400, Lichinga from R2 400, Maputo from R500, Inhambane from R1 000, Nampula from R1 500, and Vilanculos from R1 150. ● Zambezi Airlines is offering special fares from Johannesburg to Ndola and Lusaka. A one-way fare is R590, excl. taxes of R774. A return fare is R1 080, excl. taxes of R1 189. Fares prices also exclude an airport tax of US$25 (R191). The special is valid until the end of May.
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QUICK READ FOR bUSIESt pEOplE
Air Malawi’s In-House Tours & Packages To Malawi For More information contact: Felie or Bridget 011 390 1211 felie@airmalawi.com bridget@airmalawi.com TNW5058
Announcing Increased Airlift to Vilanculos thanks to Federal Air Federal Air announces the introduction of increased air capacity from Johannesburg to Vilanculos and the beauty of the Bazaruto Archipelagos! From early June 2010, with the introduction of their new ATR-72 aircraft, the number of available seats will increase by over 50%. As the only DIRECT carrier on the Johannesburg (JHB) – Vilanculos (VNX) and Nelspruit (MQP) – Vilanculos routes, Federal Air works closely with its Lodge and Accommodation partners in the region, and is passionate in its commitment to growing travel and tourism to the area.
Book online at www.fedair.com or email info@fedair.com Otherwise contact us on +27 11 395-9000 TNW3976SD
SPECIAL FARE
To Ndola and Lusaka One way fare
R540 plus approx.Taxes – R774 = R1314
Return fare
R1080 plus approx. Taxes – R1189 = R2269 FARE PRICES EXCLUDE ZAMBEZI AIRPORT TAX OF US$25 Selling and Travel Period: 24 March 2010 – 31 May 2010. TERMS AND CONDITIONS APPLY
Inc. Airlines RSA Taxes and Fuel Surcharge; Zambezi is represented in South Africa by:Holidayexcludes Aviation –Zambian A Holiday Holdings Company Tax USD 25; Holiday House, 156 Bram Fischer Drive, Randburg, non-refundable; subject to availability, Johannesburg Tel: 011 289-8172 011 289-8072 Terms &Fax: Conditions apply www.holidayaviation.co.za
Zambezi A I R L I N E S
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Wednesday May 19 2010 n 15
Guidelines for travelling into Africa
Into Africa
At a recent ITMSA Buyers’ Circle meeting, Jackie Tong, director: Africa sub-area people leader at Ernst & Young, gave a presentation on what to consider before travelling into Africa, an activity that is often fraught with great risk. Jackie listed the following best practices that you can give your clients travelling on the continent: Airports
● Airports in Africa are often small and congested. Be patient and recognise that this is Africa and manage your expectations accordingly. ● Immigration/passport control is a manual process and there are often long queues. Passports are handled by many individuals. Don’t lose sight of your documents. ● Business lounges are often small rooms with no air-conditioning and can charge up to US$60 (R459) for access. ● Beware of traders outside airports who
tend to mob travellers. ● Expect your luggage to get lost. Pack light and, if possible, carry only hand luggage. ● Know who is picking you up. Have a booking confirmation and the telephone number of someone whom you can contact. ● Use a transfer service – not a taxi. Make sure the transfer company uses small, discreet signs without your corporate brand on it. Big companies are associated with wealth and are often at risk. ● Carry cash (in local currency) for airport taxes.
General
● Avoid regional airlines. ● When choosing accommodation, stick to brands and stay close to the airport or your area of business. ● Don’t assume that international roaming will automatically work on your cellphone. ● Take into account scheduling problems. ● Make sure that you know where you are staying. ● Take small denominations of money, preferably in US dollars. Credit card facilities are not always functional or available. ● Try to travel with someone who speaks the local language. ● It is rude not to accept local hospitality. Be aware of local social conventions.
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Health and safety risks TBWA\10\04\140
● Carry proof of inoculation against yellow fever. You will be charged around US$75 (R574) for an injection on re-entry into South Africa. ● Medical aid or travel insurance usually ceases after 90 days so ensure your term is long enough. ● Carry a small emergency medical kit that includes general medication (aspirin, Imodium), plasters and disinfectants, etc.
● Research the political climate of the country you will be visiting. Unrest is often regional or localised and doesn’t mean it is unsafe to travel in other areas of the country. ● Be clear about whom you should call in case of an emergency. ● Do not drive. Use a transfer company or driver for all travel. Accidents are common and local drivers know about local driving behaviour.
Food
● The concept of vegetarianism is non-existent in Africa. ● Eat the local cuisine. It is often fresher and can withstand the regular power cuts. Often there is no electricity, no air-conditioning and therefore no refrigeration, so be aware of the risk of food poisoning. For more information contact us on + 27 11 783 8022/08 601 09716 or email: reservations@airnamibia.za.com
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Zambezi Airlines is offering a T-Day Special Fare. Travellers can fly from Johannesburg to Lusaka for R1 999 return, including fuel surcharge and South African airport taxes. Flights are on a Tuesday and Thursday morning at 11h10. Children pay 75% and infants pay 10%. The offer is valid until the end of May.
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Botswana airports get a makeover Jeanette PhilliPs
www.lam.co.mz 16 n Wednesday May 19 2010
BOTSWAnA’S airports are all undergoing improvements, with work at Sir Seretse Khama International in Gaborone almost complete. The runway has been extended and the new terminal is being developed to cater for projected traffic of 2025. The airport will also now feature retail outlets and restaurants. The decision to upgrade Maun International Airport comes as a result of the growing tourism movement in the Okavango Delta
region. Work includes a new runway to accommodate aircraft such as B737s, new buildings and the refurbishment of the existing terminal building. Development at Francistown Airport will include work on the runway, new buildings, new approach road and improved navigational facilities and lighting systems. Kasane Airport will now be able to handle aircraft such as Boeing 737s and includes improvements to the buildings, navigational facilities and lighting systems.
QUICK READ FOR DECISION-MAKERS
Kigali,
Rwanda Kigali has come of age, business in Rwanda is growing and many new developments are emerging across the city. Natasha Tippel takes a closer look...
In five years, Rwanda hopes to be the regional leader in conference tourism
Rwanda looks to grow conference tourism
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WAnDA continues to see a growing number of business and corporate visitors to the country, the majority from African countries. In 2009, 341 718 travellers visited the region for business, conference or official purposes. Of these, 90,9% were from other African countries. “Rwanda has played host to several regional and international conferences over the past year, which has meant increased exposure for Rwanda as a destination,” says Joan Mazimhaka, manager of the tourism marketing division for the
Rwanda Development Board. “We are noticing that more travellers are interested in the country’s cleanliness and devotion to environmental protection,” she adds. “One trend we are seeing in corporate travel is the need for business travellers to reduce their carbon footprint as they travel the world, and since the country is already a leader in the region in terms of environmental protection, we are preparing to adapt our corporate and tourism packages to fulfil this need. Rwanda seeks to be a conference tourism hub over the next few years and while visitor numbers are slightly
Getting there Airlines that fly to Kigali International Airport are Kenya Airways, Ethiopian Airlines, SAA and Rwandair. Rwandair officially launched its direct flights between Johannesburg and Kigali in March. The four weekly, direct flights (Monday, Wednesday, Friday and Sunday) depart from Johannesburg at 19h00 while the return flight from Kigali departs at 14h30. Connections from Kigali can be made for direct flights to Bujumbura, Entebbe, Nairobi and Dar es Salaam.
QUICK READ FOR bUSIESt pEOplE
reduced (to an extent due to the global financial crisis) the numbers are growing at a steady pace.” But despite steady growth in the region, Kigali still has a long way to go in terms of development. “The limited amount of reputable accommodation is a challenge in Kigali, with only two hotels being of international standards, namely Kigali Serena and Laico Umubano hotels,” notes Sanele Dube, independent consultant of Tribe Communications. “Partnering with a good ground handler has also been next to impossible.
"This restricts us in as far as what and how much we are able to offer our clients for this destination.” However, Sanele believes that the implementation of the East African Community Common Market in July will make a significant change to corporate travel. “This will boost business as it will allow influences from member states (Burundi, Kenya, Rwanda, Tanzania and Uganda) to make a positive impact on each other’s economies. This will be achieved mainly by eliminating stringent immigration policies and relaxing trade laws between
member states. One-stop border posts are already being established between Uganda and Rwanda and also between Uganda and Kenya.” Joan says there are plans to build the capacity of Rwanda’s local hotels to cater more for the corporate traveller. “In five years, Rwanda hopes to be the leader in conference tourism in the region. “We would like to see the presence of a national convention board responsible for the promotion and co-ordination of all conference, meetings and events, linking business travel to tourism,” she says.
Suggest these to your clients: ● Take a ride on the Kigali City Tour bus and learn all you need to know about Rwanda’s capital city. ● Enjoy Kigali’s diverse cuisine – traditional Rwandan food at Chez John, Karibu Restaurant, African Bite and Karisimbi; East Asian cuisine at Flamingo Restaurant, Thai Jazz, and A-Link Chinese Club; north African cuisine at Shokola Restaurant; Italian pizzas and pasta dishes at Sol e Luna; Ethiopian delights at Lalibela Restaurant; and Indian food at Khana Khazana and Handee Restaurant; north orth American and European cuisine at Heaven Restaurant, Chez Robert, and Banana Guest House. ● Enjoy fresh juice, teas and signature Rwandan coffee at one of Bourbon Coffee’s three coffee shops. ● Visit Rwanda’s most famous and upcoming artists at Bushayija, Ivuka Arts, and Inganzo Art Gallery. ● Find souvenirs at Africa Gift Corner, Mode Savane, Caplaki, Atrac, Coopac (KBC), and many more throughout Kigali. ● Get pampered at Maisha Spa in the Serena Hotel. ● Enjoy live entertainment and Salsa dancing at Pasadena and the evening ambience of Kigali’s retro-bars, including Republica Lounge, Papyrus, Chez Lando and Mangaroca. ● Dance the night away at Kigali’s nightclubs: Planète (KBC), Cadillac, Fair Place, Black and White (Alpha Palace), and Crystal View nightclub (Top Tower Hotel). There is more information on the new website www.rwandatourism.com. Wednesday May 19 2010 n 17
Kigali, Rwanda Kigali Serena’s ‘suite’ offer UpGRADE to a luxurious suite at the five-star Kigali Serena Hotel and get up to 15% off the rate. The special includes breakfast as well as a 30-minute complimentary head and shoulder massage and WiFi. The suite must be booked and paid for seven days in advance. The offer is valid until June 30. The hotel is located in central Kigali, 10km from the international airport. The property comprises 148 rooms, all with air-conditioning, satellite TV, and WiFi. Other facilities include a restaurant, café and bar, executive lounge and bar, swimming pool with a pool deck, health club, conference and social events centre, business centre, travel desk, taxi and limousine service, and gift shop.
The Radisson Blu Hotel and Conference Centre, Kigali, is set to open in 2012
Rezidor moves into Rwanda THE Rezidor Hotel Group has added another new country to its portfolio with plans to open the Radisson Blu Hotel and Convention Centre, Kigali. The property, featuring 292 rooms, is scheduled to open in 2012. “This signing symbolises the new optimism investors have in Rwanda and further underlines our strong commitment to Africa. This emerging and promising continent is one of our key areas for future business development,” comments Kurt Ritter, president and ceo of Rezidor. The new hotel will form part of a
massive, mixed-use development in the Rwandan capital. Besides 292 guest rooms, services will comprise six food and beverage outlets, a spa and fitness centre, an outdoor swimming pool and boutique retail shops. The adjacent convention centre will have a floor area of 32 000 sqm, which includes a multipurpose arena with capacity for up to 2 600 delegates, seven subdivisible conference rooms and 10 smaller meeting rooms. The project is located between the city centre and Kigali International Airport.
Rwanda tourism to promote bird watching 5 X weekly flights from JNB to Kigali with connections to Bujumbura, Entebbe, Nairobi and Dar es Salaam
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IN support of Rwanda’s continued development of its eco tourism industry the Rwanda Development Board (RDB) in partnership with the Rwanda Birding Association has announced a new programme that will preserve bird habitats by promoting bird watching as a tourism activity. Educational programmes are being organised on birding habitats and the value of preserving bird life in the country. In Rwanda, most of the breeding grounds for the majority of the birds are wetlands and swampy areas that are being encroached on for agricultural purposes. Rwanda’s Birding Areas are found in the Volcanoes, Akagera and Nyungwe
national parks. Others include Mukura and Gishwati Forests, Rugezi Swamp, Akanyaru, Nyabarongo, Cyamudongo, Nyarutarama and the plains of Bugesera and its associated wetlands. In a move to lure bird watchers, RDB is working on how to enhance the birding experience with priority given to equipping the areas with infrastructure such as bird blinds, and placing bird watching towers at these sites. The board also intends to purchase birdwatching equipment such as binoculars, bird-ringing equipment and guide books. Rwanda is reputed to have the highest concentration of bird species in the whole of Africa.
Did you know? Travellers to Rwanda won’t believe the difference Serena Hotels has made to the level of comfort and service now available in the country. From the Kigali Serena Hotel to the Lake Kivu Serena Hotel, these two hotels are rapidly becoming icons of African style and hospitality.
The Rwanda Investment Forum 2010 will take place in Kigali from May 10-11. This will be the first investor event of this magnitude to take place in the city. The forum will afford business opportunities to various sectors, including banking and financial services, mining and tourism sectors, to name a few.
SA Reservations Tel: 011 021 2607/8/9 Fax: 086 666 3508 Email: reservations@serenahotels.co.za TNW5148
18 n Wednesday May 19 2010
QUICK READ FOR DECISION-MAKERS
CoMMUNITYNEWs
jobs
Births, deaths, marriages, promotions – we want to know! Please fax or e-mail TNW's Jeanette Phillips, at jeanettep@nowmedia.co.za or (011) 327 4094.
Community news
our website is updated daily! visit www.specialized.co.za AVIATION DIVISION:
n THE Mantis Group has announced the appointment of Gawie Marx (right) as gm of The Grande Roche Hotel and Restaurant in paarl. Gawie takes over from Graham Vass, who will be relocating to the UK to become gm of Ellenborough park in Cheltenham from July 1. Gawie joins the group with invaluable hotel management experience, having worked at properties such as the Lake pleasant Hotel and Spa, Fancourt Hotel and Country Club and, more recently, the Vineyard Hotel & Spa in Cape Town.
n Richard Vickery was recently appointed gm at Bumi Hills Safari Lodge. Richard and his wife, Michelle, moved from Shamwari Game Reserve in the Eastern Cape, South Africa to Zimbabwe in April.
FINANCIAL MANAGER/ISANDO
Beaulah Michize of BCD Travel enjoys a massage at Travelbags recent lunch
DMC’s and Corporates will be NATIONAL MANAGER/ well SALES rewarded!! NORTHERN SUBURBS
Hands on position with total responsibility for CORPORATE SAlES ExECUTIVE/ Key Account Managers and Business MElROSE ARCH Development Managers! Previous Corporate Sales experience for On-line Booking system!! BRAND MANAGER/
NORTHERN SUBURBS SENIOR CONSUlTANT/BRYANSTON Person strong in Marketing invited to join “Looking forleading a home” closer to home Wholesaler! for your existing client base? SENIOR CONSULTANT/BOKSBURG PORTUGUESE SPEAKING INBOUND Join well established, friendly company and work CONSUlTANT/SANDTON closer to home! Join market leader utilising your Southern Africa experience!! Please Take Note of Our New Telephone No.: 011 704 4909
CONTACT WENDY/KIM TEl: 011Contact 465 8221 FAx: 086 538 5889 Wendy/Kim E-MAIl: wtp@icon.co.za (011) 704 4909 or e-mail: wtp@icon.co.za
Call NadiNe (011) 803 0056 or e-mail equitycon@mweb.co.za for these and many others! TNW1997
Tel: Tracey (011) 803 6606 rivonia@nowjobs.co.za
THIS WEEK’S TOP JObS JOHANNESbURG
JOHANNESbURG
KEY ACCOUNT MANAGER - NORTH
NEW bUSINESS SALES EXECUTIVE - JHb
Fantastic opening with high profile hotel group! If you have a proven track record calling on corporate & PCO’s clients & enjoy building sound relationships, this position is for you! Combination of new business dev & maintaining existing relationships - sell this company with pride. R300 000 ctc pa neg
CAPE TOWN LUXURY SEN INbOUNd CONS – NORTH
Tel: Wayne (021) 418 1084 capetown@nowjobs.co.za
Tel: Jill (031) 201 8330 durban@nowjobs.co.za See our website for a further selection of exciting vacancies! www.leebotti.co.za
2010
QUICK READ FOR bUSIESt pEOplE
Bespoke upmarket UK agent just appointed South African ground handling agent to handle VIP’s travelling into Southern Africa. Movie stars, football club owners & their families. Be part of the glitz & glamour. Extending yourself beyond the call of duty will be common practice. Only the best!
Do you love the thrill of closing that corporate deal? Renowned travel company will reward your successful track record in securing new global corporate accounts. If you want to be part of a dynamic, driven team, don’t let this opportunity slip through your fingers. Excellent incentive scheme & highly neg offer.
CAPE TOWN ROCKING RESERVATIONS MANAGER – NORTH
Leading Africa specialist requires your rock-solid ability to manage, lead and motivate team of FIT consultants. With ample structures already in place, office operates like clockwork. Previous exp is ess coupled with mind blowing SA product knowl. Salary at managerial level.
dURbAN
dURbAN
QUALITY CONTROL!
SALES! SALES! - UMHLANGA
Leading tour-related company seeks service orientated person to quality control check all documentation & ensure layout is accurate & efficient. Will suit organised & articulate person with ability to cope with high volumes. Experience in tour operator environment within customer servicing role ess. Neg Pkg.
Join leading corporate retail agency, and promote its services and products utilising your superior selling skills! Will suit customer focused individual with retail travel sales exp within a corporate environ + abilities to support on tenders. New business sales expertise ess. Excellent pkg + comm
Snr Corporate Cons – Inhouse Durban R18000 negotiable. Senior with extensive fares & ticketing experience required. Will play a pivotal role within a team servicing important client. High expectations and a cost sensitive approach makes strong knowledge of fares/ticketing critical and essential. Tina Afrikaans Consultant – N/Suburbs Jhb Home language being Afrikaans is the key to an unusual consulting opportunity. Will be involved with outbound group and FIT bookings and will entail traveling internationally. An excellent and different opportunity! Kati Intermediate Consultant – Inhouse Edenvale Corporate consultant required by highly reputable agency. Will be based in a busy inhouse operation. Amadeus is essential. Tina Amadeus! Amadeus! Consultants with Amadeus are in demand! If you qualify and are considering a career move – give us a call! We’ll help you find your ideal job!! Tina
Inhouse Consultant – Pretoria Enjoy the vibe of a busy inhouse operation! Candidates must have a minimum of 3 years experience plus Amadeus. Tina
INCENTIVE Highly negotiable pacakage INBOUND offered by Market Leader CONSUlTANT/SANDTON for your B.Comm/equivalent and ability to lead department of 45 people! Your previous experience dealing with
GROUPS EXPERT Four-month contract with a view to perm. Create operational documents from initial spec. In-depth understanding of running of groups essential. RUSSIAN LANGUAGE SPECIALIST Highly sought after to handle vibrant In-bound Russian market. Exceptional career opportunity. SENIOR CONSULTANT Amadeus a must for divine position assisting in Midrand & Pretoria In-houses. INTERMEDIATE CONSULTANT High-profile Pretoria In-house needs strong corporate fundi to join great team. Amadeus needed. SENIOR ROVING CONSULTANT Impress with Amadeus skills, corporate knowledge and ability to adapt to various offices in Sandton/ Fourways areas.
For all aviation opportunities email CV to joyce@sgroup.co.za Due to the volume of CVs received we apologise for not being able to respond to every applicant. Should you not hear from us within 10 days please consider your application unsuccessful, however we will keep your details on file for alternative opportunities.
Inhouse Consultant – Midrand A minimum of 2 years consulting experience and Amadeus is required by leading travel company. Play an important role within this important inhouse. Tina
Personnel with the personal touch
eQUiTY QU QUiTY CONNeCTiONS cc
Airline PA – East Rand A mature and responsible candidate with minimum 5 years experience is required. R15000.
TRAVEL DIVISION
n Thebe Tourism Group has appointed Marilyn Lewis commercial director, reporting directly to the ceo. Marilyn has extensive commercial experience in the tourism industry and has held a variety of top executive management positions. She is a chartered accountant and has held senior corporate leadership positions with a strong bias towards corporate vision, financial leadership and organisational regeneration.
n The pepper Club in Cape Town has announced the appointment of Nick Seewer as ceo and Clayton Howard as gm. Nick has worked at hotels in Switzerland, England, Kenya, Botswana and South Africa, including 21 years as md of Orient Express Group Africa – which includes the Mount Nelson in Cape Town in its portfolio. Clayton has worked at some of Cape Town’s established hotels, is president of the
Airline GSA Sales Executive – Gauteng Develop and implement a relevant Sales Call Plan to the Travel industry. Minimum 3 years previous external sales experience required. R12000.
Temporary Consultants – Country wide If you have a minimum of 3 years consulting experience plus Galileo or Amadeus, we regularly get temporary assignments and could assist you with contract work. Send your CV to tina@sgroup.co.za Inbound Consultant – Jhb N/Suburbs If you would enjoy being part of an established, medium sized company which provides an exceptionally personalized service; this is the job for you! Salary is highly negotiable depending on experience. Kati Wholesale Consulting with a difference! Jhb N/Suburbs Your previous wholesale travel experience at a senior level & strong product knowledge is required! This is not the usual run-of-the-mill position! For details call Kati! Inbound Incentives Cons – N/Suburbs Jhb Will handle the function from start to finish, working for well established operator. Previous incentives and inbound experience is essential. The company is prepared to reward this expertise with an attractive salary. Kati Debtors Clerk – Central Sandton Highly regarded travel agency requires an experienced Debtors Clerk to handle the full debtors function. Will be part of a busy accounts department. Kati Temp BSP Administrator – Parktown area A temporary position to commence asap until end of June. Candidates must have exceptionally strong BSP skills and be able to handle the full function. Kati
Office Hrs (011) 884-9113 Website: www.specialized.co.za e-mail: kati@sgroup.co.za or tina@sgroup.co.za
TNW0714
Travelbags’ most recent lunch was filled with some ‘White Mischief’ on April 30. The event, themed with mischief, was sponsored by First Impressions and was held at Oakfield Farm. The selected charity of the day was The Wetnose Animal Foundation Animal Rescue Centre. Pictured here are Menzies Aviation’s Peter Barry and Helena De Nobrega of XL Travel by Management
Chaine des Rotisseurs in South Africa and is also on its International Board of Directors. Chaine des Rotisseurs is the world’s largest food and wine society, covering 74 countries with more than 85 000 members.
TNW2048 TNW2048
White Mischief at Travelbags
lee botti & associates
SpecialiZed Travel perSonnel
Wednesday May 19 2010 n 19
TNW NEWS
More strikes loom for BA Jeanette PhilliPs
B
Feeling charitable? African Encounters spent time with the children of Ekukhanyeni Relief Project recently as climbers start to train for the Climb Kilimanjaro Campaign. African Encounters director Gary Smith says some R250 000 in travel prizes are up for grabs. Just buy a R150 ticket to stand a chance of winning. At least 16 members of the travel sector, including TNW, will be climbing Kilimanjaro in August to help raise funds. For more details, email info@africanencounters. Pictured here with the beneficiaries of Ekukhanyeni are (from left) Flight Centre international travel consultant Dale Bernstein, Southern Spoor account manager Trish Faber, Gary, and Flight Centre international travel consultant Tamarin Liebenberg Photo: Tijana Huysamen
RITISH Airways is ready for battle in the dispute with its cabin crew, with a new series of strikes set to kick off this week. The airline stands to lose around £150m (R1,7bn), including business lost on the single days between walkouts, with the start of a new wave of strikes by cabin crew. The figure is based on the £45m (R507m) cost of the seven days of stoppages in March. However, Douglas McNeill at Charles Stanley Securities in London said: “As a hit to profits it’s painful but as a drain on cash it is manageable. It would be treated as a one-off so I think investors would be tolerant.”
Handling the dispute
brought to you by
eTNW and TRAVELINFO
Hellenic – agents have mixed feelings Hellenic’s flights between Athens and Johannesburg are: n A welcome development 79% n Not something my clients would be interested in 21%
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Planned operations
The airline said it was planning to operate all flights to and from London Gatwick as well as London City Airport during the strike. At Heathrow the airline plans to operate a substantial part of its longhaul schedule and there will be a number of flights to every destination across its short-haul network. It said most flights would operate, with some using British Airways aircraft providing a different style of on-board service. More details on the available on-board services are available on ba.com
World Cup
Football fans planning to fly out to the World Cup in June could also be affected, with the last of the five-day stoppages beginning on the first weekend of the tournament. However, the Local Organising Committee does not foresee that the strike will hinder soccer fans coming to SA. n
‘We’re here to stay’ – Hellenic natalia thomson
“I would definitely make use of their services as there is a huge Greek community in SA . Hellenic must let us book in our GDS, not only on a website, as we then have no back-up if problems arise!” Dianne Austin, Anchor Travel, Amanzimtoti “Since Olympic stopped their JNB service, passengers find it hard to travel on other airlines. However, Hellenic’s flight time will not suit passengers flying to the islands. Also, they will have to offer better fares to compete.” Myrsini Sofiadelli, Rennies Travel
HELLENIC Airways is seeking to allay agent fears that it will launch flights simply for the World Cup and pull out of the route soon after. Agents have contacted TNW about the Greek airline’s launch of SA flights, saying there are rumours in the market that the airline would only fly to South Africa over the World Cup period. One agent said: “Our agency has sold quite a few tickets and we are getting calls about the rumour from distressed passengers.” Hellenic Airways’ Bee Antonia Zinkhaan says the airline has yet to appoint a GSA in
South Africa but is also considering having its own representation in South Africa. “Until we make a decision regarding this, we believe appointing several PSAs is the best solution.” Agents can contact Hellenic Airways’ offices in Greece until a decision is made, says the airline. Information and bookings can also be made on the website as the inventory has yet to be added to the GDS. Bee adds that the airline will initially operate three times a week over June and July to cover the needs of the World Cup but that it will continue to operate and scale back the service to twice weekly thereafter. n
XL snaps up more HWTs From page 1 model was identified as the travel consortium of choice to further expand the growth and profitability of the XL Nexus Travel business in 2010 and beyond.” Other agencies joining the group include XL The Travel Professionals (previously HWT
Windhoek) XL Absolut Travel (previously HWT Kenilworth) and XL Travel Today (previously CWT Nelspruit). Other agencies in the franchise have shown strong interest in following suit. The volume of business moving into the XL stable is both significant and encouraging, adds Rod.
“Although holding a market share of 9-10% it is not XL’s intention to grow unilaterally, but only selectively with agencies that enjoy and participate in the XL culture. “We are therefore delighted to welcome such prominent and influential agencies into the XL fold.” n
EURO RSCG 4460/E
lauraw@etravel.co.za / charmainem@etravelcpt.co.za
The dispute has long since changed from the original row over staffing plans and is now focused on handling the dispute itself. The lengthy dispute between the airline and its cabin crew members has reached its most bitter point
with cabin crew calling for 20 days of strikes due to start on May 18. The strikes are planned for May 18-22, May 24-28, May 30-June 3 and June 5-9. Cabin crew members, with the support of the Unite union, are calling on the airline to reinstate fired workers and restore travel perks before considering an offer made by the airline. However, the airline is standing firm saying that the offer it made is “very fair” and that it is still available. The union is calling for fresh negotiations. The airline in a statement said it was saddened but not surprised that Unite had announced further plans for extensive disruption for potentially hundreds of thousands of customers over a busy period. “This decision has no semblance of justification. Unite’s officials continue to operate in their own world, showing callous disregard for our customers and their own members in all parts of our airline.”
Quiet, spacious and comfortable, the
with
Daily flights from Johannesburg to Paris.
www.airfrance.co.za
TNW3919SD
20 n Wednesday May 19 2010
QUICK READ FOR DECISION-MAKERS