Southern Africa’s Travel News Weekly
January 27 2010 I No. 2091
Recommended by business executives and teenage backpackers. It’s just like being at home, except someone else makes the bed in the morning.
TRAVEL NEWS WEEKLY
TNW5060
Reservations: 0800 113 790 or www.citylodge.co.za. Galileo Access: CG, Amadeus Access: TA.
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News
7/7/08 11:06:58 AM
Feature
2010 Fraudsters
Travel Technology
Be on the look out
Online agents -- it’s happening Page 6
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Air France will launch its thrice-weekly service between JNB and CDG on Feb 18. The service will go to daily from April 2010.
Beware of this ‘agent’! Natalia Thomson
A
S swiftly as hopes of a once-in-a-lifetime trip to Bali for 51 holidaymakers were dashed, so too was the reputation of would-be travel agent Stephanie Kohler, who is accused of defrauding not only her ‘clients’ but also suppliers in the travel sector. Using her contacts at a local school, Stephanie (who has not confirmed to TNW whether she is indeed a travel agent) managed to secure referrals and firm bookings for tens of consumers as word of an unbelievable 10-day Club Med package at R5 730pp fully inclusive spread like a virus. Ironically it is the viral power of social media that has been her undoing as irate clients use blogs, Twitter, online customer complaint lines and Facebook to warn others of her alleged fraudulent activities – a campaign that she claims has caused “massive damage” to her reputation and future earnings. A special website – www.stephaniekohler.co.za – has even been set up by ‘victims’. Justifying the “too-good-to-betrue” package rate, Stephanie allegedly convinced her clients that as a travel journalist she was recompensed for her articles with bed-nights, which she was then able to sell on to earn a living. A plausible story, especially since one
of the group’s 51 travellers had previously used her services for stays at the Table Bay and The Palace, among others, all of which had gone without a hitch, or so he thought. Dr Marios Conidaris – who not only paid Stephanie in full for the Bali trip but also advised friends, who in turn spread the unbelievably good news around about the special – was later advised that the vouchers he had been issued for his stay at the SA properties were fraudulent and he would be required to foot the bill – R10 950 for his Table Bay stay alone! But it was only two weeks before the party of 51 was due to leave for Bali that the alarm bells started going off. Spyros Bylos and his wife Denise learned of the special and contacted Stephanie, who allegedly advised that she had “run out” of packages at that rate but could offer the same package, including a stay at Raffles Hotel in Singapore, for R12 000pp. Spyros eventually paid out R48 420 only to learn later that his Club Med booking had been cancelled due to non-payment. Only 16 of the 51 would-be travellers had actually been booked with Club Med and an amount of about R200 000 paid to the operator. Operating under the name Pioneers African Travel CC,
co-owned by her partner, Keith Mellor, Stephanie allegedly spent days avoiding urgent enquiries from clients seeking their travel documentation in the run-up to their trip. And, when she was reached, she apologised sincerely for the “incompetence” of her staff and Club Med, regretting the “mistakes made” and offering to pay back the money owed. In a bid to placate irate and suspicious clients, and impatient suppliers, Stephanie is also said to have sent fraudulent proofs of payment. It turns out that while some of the 51 clients’ bookings had been paid for, most had in fact not, nor were the Singapore Airlines’ e-ticket numbers actually valid. In some cases a booking was actually never made. Out of 51 clients, who had paid between R5 730pp and R12 000pp for a 10-day Club Med fully inclusive package to Bali, including flights and a stay-over at the renowned Raffles Hotel, only three are alleged to have been paid for. The entire trip was cancelled but, despite this, no refund To page 2
Specialized flies high! The Specialized Personnel Group has launched Specialized Aviation Personnel, focusing on the niche market of aviation-related recruitment. Heading up the new division is airline specialist Joyce Aleksic (left) who has in excess of 35 years’ experience in the aviation sector. Specialized Aviation Personnel will offer recruitment services for all commercial, operational and technical roles throughout SA and internationally. Completing the formidable team are Kati Eksteen, gm Travel Division (middle), and Pam Pokroy, md Specialized Personnel Group Photo: Tijana Huysamen
Big expansion for kulula Jeanette Phillips KULULA.COM has confirmed that it will increase its schedule by 25% overall from March, with operations to George up by around 36%, Cape Town by 18% and Durban by 48%. The airline told TNW that
the increase in capacity came as a result of better fleet utilisation and the introduction of its first two B737-800 aircraft. The airline will also have more capacity for the upcoming World Cup. More details on the schedule increases will be made public shortly. ■
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NEWS Top web stories ● Airlink cancels three routes, re-evaluates more ● Breaking news: New Durban airport named ● Good-bye duty-free? ● Monday smile: sayings that should be on buttons ● TNW pick of the week: Acsa slated for ‘crazy’ hike ● Agents only: Protea Hotel Clarens
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Rubes® By Leigh Rubin
Beware of this ‘agent’! From page 1 has been forthcoming. And according to Werner de Bruyn, who Stephanie alleges is her lawyer, no money has as yet been placed in a trust to reimburse those out of pocket. Preggy Moodley says Stephanie left his family stranded at OR Tambo with no flight tickets and accommodation in Mauritius after paying over R37 000. “I learned about Stephanie’s services from a St Andrews School newsletter where she advertised herself as an Indian Ocean Islands specialist. We paid the amount in two batches, but when we called the airline we discovered that, although a booking was paid, it was never paid for.” Stephanie is alleged to have struck again as a Johannesburg school sought to recognise a retiring teacher for her 35 years’ of service. Pioneers African Travel’s Stephanie allegedly managed to put together a trip of a lifetime including travel on Rovos Rail and accommodation at three top Cape Town hotels, all within budget, explaining that she had used travel agency discounts and vouchers as a favour to the school. The school raised some of the amount and then paid the balance itself, and was given travel vouchers and an itinerary which was later revealed to have never been arranged. The hotels were allegedly never booked and the Rovos Rail trip had been provisionally booked and
not paid for. In addition to Pioneers African Travel, Stephanie also runs Superior Accommodation, among other companies. It is in this capacity that a reservations agent at a hotel was allegedly duped over the festive season when Stephanie’s clients required last-minute accommodation in Durban. “I assisted her with accommodation with the instruction that she would need to pay the invoice prior to her guests’ arrival. She gave me a return address as well as the web address and asked that I forward the invoice for payment. In return she sent me email proof of payment but as it was a holiday, I couldn’t verify this with our bank and took her word as well as the fact that the email noted the payment as successful. We were unable to track these funds and I now have to settle this balance of R14 000.” Stephanie, in her capacity as owner of Gems of Africa, has also been implicated in the alleged fraud of about R400 000 eight years ago with a former partner to set up a business, although credit reports indicate that neither Stephanie Kohler nor Pioneers African Travel have any judgments against them. Several of the victims confirm they have laid charges of fraud against her.
Suppliers take heed
The message to suppliers, who have lost out as a result of these alleged fraudulent activities, is to be very careful with whom you are dealing.
Said one of the suppliers: “We do our absolute best to screen our agents and keep our dealings with legitimate agents, but someone always falls through the cracks!” Suppliers have either had the accommodation dumped back into their system at the last minute, or have honoured the booking at their own cost. In Rovos Rail’s case, the school was given a 75% discount on the price of the trip. Spyros questions whether it should not be in the interests of suppliers to only deal with approved travel agents. “When someone off the street wants a group discount, suppliers should at least verify at the time of booking directly with the clients their telephone numbers, full details and what their status is.” Asata wholesalers should take heed when dealing with non-Asata members, says ceo Robyn Christie. “Dealing with an Asata member is not a formal guarantee but the chances are, and history proves it, more and more of those rip-off artists are never associated with any of the industry associations.” Asata, she says, invests a “great deal of time and resources” reviewing the members’ financials on an annual basis as well as a random basis. “We have a number of checks and balances that detect extraordinary expenses or non-expenses and often highlight those agents who are perhaps not investing in the areas that they should.” ■
Ethiopian Airlines looks east Melody Brandon
TRAVEL NEWS WEEKLY
Published by Lugan Investments (Pty) Ltd trading as Now Media Printed by Juka Printing (Pty) Ltd Phone: (011) 327-4062 Fax: (011) 327-4094 E-mail: tnw@nowmedia.co.za Web: www.nowmedia.co.za Address: Now Media Centre, 32 Fricker Road, Illovo Boulevard, Illovo, Johannesburg. PO Box 55251, Northlands, 2116, South Africa.
EDITORIAL Editor: Natalia Thomson nataliat@nowmedia.co.za Sub-Editor: Ann Braun annb@nowmedia.co.za Cape Town Editor: Hilka Birns hilkab@nowmedia.co.za Journalists: Jeanette Phillips jeanettep@nowmedia.co.za Natasha Tippel natashat@nowmedia.co.za Melody Brandon melodyb@nowmedia.co.za Photo Journalist: Tijana Huysamen tijanah@nowmedia.co.za Founding Editors: John H Marsh (1914-1996) Leona Marsh (1923-2003) ADVERTISING Sales Manager Kate Nathan Advertising Coordinator: Natalie Walker PRODUCTION Design Head: Brendon Bester
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2 n Wednesday January 27 2010
A
S the economic problems that gripped the world in 2009 start to slacken, Ethiopian Airlines is taking advantage of the upswing and is planning a number of route expansions this year. With growing ties between Africa and the East, the airline hopes to add new routes to China and India. “Because we are also flying to more destinations in Africa than any other airline, we can connect a lot of African traffic to China and India,” said the airline’s chief executive, Girma Wake. He said the airline was planning to add flights to Shanghai in China and Chennai and Bangalore
in India. Ethiopian currently operates 14 flights a week to Beijing and Guangzhou and 12 flights a week to Delhi and Mumbai. It also flies to 35 African destinations.
Africa is important
“The major engine of our growth will always be Africa,” Girma said. “China and India are now important destinations because of the interest that a lot of African countries have in these destinations but we will expand in Africa too.” He also said that open-sky policies operating in many African countries were likely to bring in more airlines and ultimately reduce the cost of air travel. The airline plans to add four new African
routes every year. “We will expand until we are operating services to every major African city,” said Girma. “We hope to expand our operations to every major sub-Saharan African destination within two to three years and probably every North African destination within seven or eight years.” Girma said the airline planned to entice China and India’s middle classes by marketing Ethiopia as a tourist destination. Just under 400 000 holidaymakers visited the Horn of Africa nation in 2008. The country’s tourism ministry expects this number to increase to half a million in 2010. The government aims to attract one million foreign visitors within five years. ■
QUICK READ FOR DECISION-MAKERS
NEWS Register for ESTA or get left behind
New rule restricts visits to India Melody Brandon
Melody Brandon
should be completed 72 hours before travel. rom January 20, USOnce granted, ESTA is bound travellers who valid for two years and were previously on a allows multiple visits visa waiver programme will without the need to reapply. have to apply online to the Countries that were US customs and border previously on the visa waiver agency for approval before programme and now need to they can fly. apply for ESTA are Andorra, “Passengers without Iceland, Norway, Australia, approval will not be able Ireland, Portugal, Austria, to fly,” warns Italy, San British Airways “Passengers without Marino, director of approval will not be Belgium, customer Japan, able to fly.” service, Singapore, Silla Maizey, Brunei, adding that under the new Latvia, Slovakia, Czech regulations the airline Republic, Liechtenstein, will not be able to accept Slovenia, Denmark, US-bound customers for Lithuania, South Korea, their flight if they have not Estonia, Luxembourg, Spain, received ESTA approval or if Finland, Malta, Sweden, they do not hold a valid visa France, Monaco, or green card. Switzerland, Germany, The Electronic System for The Netherlands, United Travel Authorisation (ESTA) Kingdom, Hungary and New was introduced in August Zealand. 2008. The process takes For more information visit around 15 minutes and https://esta.cbp.dhs.gov. ■
f
NEW immigration regulations issued by the Indian government have mandated that a two-month “cooling off” period is required between tourism-related visits to India. “A tourist visa holder will be allowed to re-enter India only
after 60 days from the last date of their departure from India,” the consulate general of India said in a statement. However, if a traveller holding a tourist visa plans to visit another country (other than their home country) after visiting India, they will be permitted two or three re-entries.
“They (tourists) will be permitted re-entry subject to their submission of a detailed itinerary and supporting documentation (ticket bookings), says Indian external affairs ministry spokesman, Vishnu Prakash. The new guidelines were issued on November 4 last year. ■
Travelinfo,s Shanaaz Khan selects the top specials from Travelinfo ● Air Namibia. Special fares to Windhoek ex-Johannesburg from R990 return. Valid for sale and travel until March 31. No minimum stay, maximum stay is 12 months. Excludes all airport taxes. ● Serendipity Tours – Mauritius three-star Maha Shivaratri specials from R9 000 per person sharing. Includes return airfare ex-Johannesburg, airport taxes, seven nights’ accommodation with dinner and breakfast, return transfers, transportation for night prayer, five full-day tours and travel insurance. Valid from February 8 to 15 or February 9 to 16. Excludes taxes. ● African Shores is offering a Zanzibar special from R10 950 per person sharing. The rate includes return flights ex-Johannesburg, return transfers and seven nights’ accommodation at Azanzi Beach Hotel with all meals and selected drinks. Valid for travel until March 29. ● Destinations Worldwide is offering a special rate at Table Mountain Lodge from R978 per room per night in a standard room. The rate includes breakfast and is valid until April 30.
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QUICK READ FOR busiest people
Wednesday January 27 2010 n 3
NEWS
to the point
☞
● The entry visa for stays in Madagascar of less than 30 days is now free for tourists at all Malagasy airports until further notice.
Burj Khalifa towers over the world The world’s tallest tower, the Burj Khalifa, was unveiled to the world on January 4. The official height of the tower was announced as 828 metres, a closely guarded secret until the official unveiling. The tower features residential space and office space in addition to the area occupied by the eagerly awaited Armani Hotel Dubai and Armani Residences. Other lifestyle amenities include clubs, health and fitness facilities, gourmet restaurants and the 124th-floor observation deck – ‘At the Top’
ROSE introduces one-stop visa service
*
Natasha Tippel
22896 Y&R Zambia
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A stylish new addition to the Southern African skies Zambezi Airlines operating daily out of Lusaka to Johannesburg, four times weekly between Ndola and Johannesburg, and three times weekly between Lusaka and Dar-es-Salaam, caters to the business and leisure sectors. Experience the now famous Zambian hospitality combined with punctuality to give you a full service product at affordable prices. Providing travellers with value for money, passengers in the region are fast disovering what it is to fly in Zambezi Style.
Zambezi A I R L I N E S
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LUSAKA NDOLA JOHANNESBURG DAR-ES-SALAAM
Reservations: Tel 011 289 8172. Offices: 156 Bram Fischer Drive, Randburg or Ticket Desk, Terminal A Departures, OR Tambo International Airport. E-mail: zambezi@holidayaviation.co.za Online: www.flyzambezi.com or your local 1travel agent.
V
ISA service company, Republic of Service Excellence (ROSE), has launched its new website for the travel trade, allowing professionals to purchase visas online using a credit card. “ROSE has revolutionised the visa industry. We are the first visa company to offer this service over and above our normal services. The whole industry should know that this kind of technology is available to make agents’ lives easier,” says owner, Brian van Tonder. Agents who register on the website (www.visaservice. co.za) will find all the relevant information they need to apply for a client’s visa, including downloadable application forms and a visa requirement checklist detailing what exactly the client needs to apply, such as picture specifications.
The website is personalised so that agents can insert their agency visa fee and email a quote to the client along with the application forms and the checklist. Using a credit card system, the website also allows agents to pay for visas online. “Everything is automated through Travel Buy, a security payment gateway that protects the client’s details. The site is 100% secure,” assures Brian. Once the agent has clicked on the ‘Buy’ icon, they are taken through several steps, including visa and departure details, traveller information, collection details, quote, payment, summary, and invoice. The agent’s commission is paid out automatically at the end of every month. “When it comes to visas, we believe less is more,” says Brian. “Everything can be done from the website, quickly and easily.”
The company will also collect the application forms from the agency and submit them to the embassy and deliver the visa once it has been processed. Meanwhile, agents are kept up to date with the progress of the application with notifications when the application forms are submitted and expected to be delivered. There are exceptions where particular embassies, such as the UK and the US, require the client to appear in person for an interview or fingerprinting. In these instances the visa company will facilitate the process, collecting and delivering the visa. The website is geared for South African passport holders, however the company can assist with foreign passports too. ROSE has branches in Johannesburg, Cape Town and Durban. ■
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QUICK READ FOR DECISION-MAKERS
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NEWS
AirHeads
2010 fraudsters – agents beware! Natasha Tippel
W
HILE everyone in the travel trade, locally and internationally, prepares for the first South African Soccer World Cup, agents are warned to look out for con artists trying to capitalise on the event. TNW has received numerous reports from travel agents who, over the last few months, have been approached by individuals, claiming to represent international tour operators, who are looking to book flight tickets for the Fifa World Cup using credit card payment. “We receive this sort of email at least once a week and when we reply advising that we only accept payment by bank transfer, we never hear from the person again,” says co-owner of South African Traveleaders Travel Centre, Sheryl Ferguson. BSPLink’s, Linda Dempster,
notes that it is a scary time for travel agents. “I would caution everyone, especially over the next six months, to ‘get back to basics’. There has always been a risk factor if someone pays with a credit card that is not present. Now more than ever we should be vigilant with sighting the card. The risk is too great to accept a card that you do not sight and are not able to get authorisation for.” Usually scam emails are easy to identify, notes Trace Patchin, travel manager at Harvey World Travel Hillcrest. “I find it hard to believe that anyone will even consider taking on any travel arrangements that come via email from an unknown source. Also, just look at the spelling and the grammar. It is almost like a direct translation from a dictionary.” However, as Sheryl points out, agents can’t afford to ignore such emails as not
to the point
SkyTeam facility launched at LHR
all may be scams. “Agents can’t risk developing a bad reputation by not responding to clients, however illegitimate the email may seem. It is always best to reply to these kinds of queries, advising that payments be done via bank transfer.” Linda agrees: “Provided this is done via electronic fund transfer (EFT) this should be safe enough but if the client does a deposit and sends a copy of his deposit slip (and he is up to no good), this is likely to bounce back. If someone sends a copy of a deposit slip, to be safe, this should lie in your bank for at least three weeks. I have seen banks bounce these deposits after about 20 days. “So in a nutshell, electronic fund transfer (with a copy faxed through) is the only way to go. Once this has been in your bank for two days you are safe,” concludes Linda. ■
SKYTEAM member airlines have launched a new common service area at Heathrow’s Terminal 4 that includes 300sqm exclusively reserved for first, business and premium economy passengers as well as those travelling in SkyTeam Elite and Elite Plus. It features an additional 14 dedicated check-in and 10 self-service kiosks, totalling 38 check-in desks and 40 self-service kiosks available for all SkyTeam alliance passengers. The lounge has space available for up to 300 passengers and features work and relaxation areas, includng rest beds, massage chairs, showers and a wine bar. A variety of food from all the SkyTeam countries is also available.
Lufthansa plans Iraq flights
LUFTHANSA is examining the possibility of launching several new services to Iraq and is currently planning to serve Baghdad and Erbil from Frankfurt and Munich. The airline aims to launch the services during the European summer once it has obtained traffic rights. Further infrastructure requirements are also being examined. With the resumption of flights to Iraq, Lufthansa is pursuing its policy of expanding its route network in the Middle East, which it presently serves with 88 flights per week to 14 destinations in 11 countries. The flight times and fares will be announced at a later date as soon as bookings for the new routes open.
AA pax restricted to one carry-on item
EFFECTIVE immediately and until further notice, all passengers travelling on American Airlines from Europe will be limited to one carry-on item. The item should not exceed total length, width and height of 114cm. This restriction applies on all AA flights to the United States from Barcelona, Brussels, Dublin, Frankfurt, London, Madrid, Manchester, Milan, Paris, Rome and Zurich.
☞
● Airlink resumed its service from Johannesburg to Pietermaritzburg on January 18. The reduced flight schedule will operate twice daily from Monday to Friday. The first flight departs JNB at 06h45, arriving in Pietermaritzburg at 08h05. The return flight departs Pietermartizburg at 08h25, arriving in Johannesburg at 09h50. The second flight from Johannesburg departs at 16h30, arriving in Pietermaritzburg at 17h50. The return flight departs Pietermaritzburg at 18h10, arriving in Johannesburg at 19h35.
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NEWS
Want a new job? Think carefully! Melody Brandon
A
FTER a difficult 2009, the travel industry is seeing a rise in jobs. However, recruitment specialists are warning agents that providing quality service is still the name of the game. “Since reopening this year, we have received a substantial number of new job vacancies, in particular for travel consultants,” says Kati Eksteen, gm of Specialized Group, adding that the increase in job opportunities bodes well after a challenging 2009. “Last year was a very bad year job wise and is comparable to September, 2001 when people were retrenched and there were no positions available. Similar to that period, the initial recovery was seen in inbound travel and the spin-offs thereof,” says Wendy Maytom, owner of Wendy’s Travel Personnel. Both specialists have seen a number of positions for senior agents and intermediate consultants become available. “The greatest demand seems to be for intermediate consultants with three to eight years’ experience. However, several positions have become available for senior consultants where key requirements seem to be the ability to provide exceptional levels of service, strong customer relationship skills and extensive product and destination knowledge,” explains Kati.
Service and sales are key
One manager, who did not want to be named, had the unenviable task of having to retrench four staff. “It was just as bad as being retrenched myself. It was the worst experience I have ever had to go through and
Empressive dining, entertainment and meetings. Never before have you been this spoilt for choice. Business is a pleasure with so much more to see taste and do at our new Entertainment Emporium. Only here will you find 6 new digital Nu-Metro cinemas with a variety of experiences including leather seating, dining and beverage services, the largest cinema in Africa and 3D cinemas. Discover a world of flavour with a new choice of Indian, Asian, Continental, Italian, Portuguese and local fare.
wouldn’t want to wish it on anyone,” she says. Ultimately the decision came down to performance figures and not on seniority or years with the company. “Looking at the numbers was the most neutral thing I could do. I think agents need to realise that now more than ever they have to close every sale that walks through the door. The last in, first out principle does not apply any more. It depends on what your contribution has been,” she says. Tracey Ciorovich, a recruitment specialist at Lee Botti and Associates agrees: “Although the current outlook is more positive, one has to remember there is a lot of competition out there.”
Tip a glass at the intimate corporate & live entertainment venue, 64 @ The Palace or the ever-trendy News Café. Unwind with an ice-cold draft and big screen sporting action at Sportsville, indulge in some retail therapy at our speciality stores or take in a live show, music concert or thrilling boxing match. Answer the call of Lady Luck when you follow the sound of the roulette wheel and the jingle of the slot machines. Stay over in one of 4 world-class hotels and take our complimentary shuttle back to the airport.
Plan carefully
While it may be tempting to consider a move for an increase in earnings, it may not always be the wisest decision. “The number of candidates far exceeds the number of jobs,” warns Kati. “Salaries have remained stagnant or even decreased in certain instances over the last 18 months. This means that job vacancies may not be offering financial improvement. Applicants should take into account the holistic offering from their employer in terms of benefits, job security, training and career development.” If you are seriously considering a move, Wendy advises that you do your homework first. “Always research the company before you go for an interview so that you know and understand what they do. Compile a list of questions to ask at the interview to find out if the position and company are right for you,” she says.
ONLY AT AFRICA’S LEADING CASINO RESORT
Feel hard done by? Here’s how to renegotiate
So your company is employing more staff and you feel now is the time to renegotiate your salary. Here are a few tips: ● Is an increase warranted? Have you improved your skills, generated income and added value in the last year? A positive contribution within the company and in your position will count in your favour. ● Take stock of the benefits. If your company has redeployed you or retained you while others were retrenched, consider the fact that your job is secure. ● Discuss your concerns. Arrange a discussion with your line manager and provide examples of your value and revenue contributions. ● Be realistic. Use the right tone and be open to alternative benefit options, which may not necessarily be financial. ■
to the point
☞
● Effective January 25 Finnair has increased YR fees for flights starting in Finland. It will apply to all Finnair routes and to all passengers with a Finnair flight number, including codeshare flights. The new charges will also apply to children, but not to infants without a seat of their own. The new YR fees are: domestic flights in Finland and European flights, €28 (R297) per segment and intercontinental flights, €48 (R510) per segment. Manual pricing is allowed for bookings made before January 25 according to the ticketing rules, but latest by February 10.
For bookings and details contact: EMPERORS PALACE SALES: Tel: +27 (0)11 928 1055 | Fax: +27 (0)11 928 1551 E-Mail: ibotes@emperorspalace.com | Website: www.emperorspalace.com peermont supports the national responsible gambling programme. problem gambling toll-free helpline 0800 006 008. players must be 18 years or older. winners know when to stop. TNW3778SD
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2010/01/19 1:34 PM
Travel Technology SA retailers and suppliers are moving online at warp speed, and with them their technology partners, reports TNW’s Natalia Thomson...
Online travel agents – the shift is already happening
L
ET 2010 be the year you go online! And if you don’t, start bracing yourself for what pundits predict will be this year’s online revolution with the rapid launch of online travel agents in South Africa. Almost anything can be bought online these days and for years South African consumers have been doing just that with increasing confidence. But it is perhaps thanks mostly to South Africa’s low-cost carriers that travellers no longer bat an eyelid when buying domestic travel online. Overseas, online travel agents like Expedia have improved the travel shopping experience and convenience, as well as increased pricing transparency. According to research firm PhoCusWright, the unique dynamics of travel shopping and buying are ideally suited to the Internet. “Online sales of leisure and unmanaged business travel in the US have risen from US$6,5bn in 1991 to more than US$95bn in 2008.” Online travel agents have gained popularity because they enable travellers to efficiently shop and compare products, schedules and prices across many suppliers. Locally, says Wally Gaynor, md Club Travel, which has launched a very successful online travel site, FlightSite,
in SA, the success of travel sites has shown that SA consumers, like those worldwide, want the ability to choose and book travel online. “Already online sites like Expedia and Travelocity have many SA-based clients. But for them to really make an impact and do big volumes they would need to add content for the SA market and have an SA-based call centre to handle clients.”
Human support
Wally believes SA consumers want human support behind the sites, to whom they can turn for advice and problem solving. “That’s where an efficient call centre staffed by professionals backing up the technology comes in.” The GDSs have adapted to the introduction of online travel agents with the introduction of new technology services and, in some cases, launched their own online travel agents.
Invest in online this year – Amadeus
In South Africa, says Peter Long, Amadeus Southern Africa gm, although only 7% of the total market is online, this will more than double in 2010 creating a “huge opportunity to go online in 2010”. Online is an equaliser, says Peter. “On the web, nobody
knows how big or small you are. So invest in online; there’s huge potential for growth.” Peter believes travellers will start the enquiry process online and get stuck. “So the first point of contact will be online and then the next point with a call centre agent. Initially we’ll see a half online/ half offline booking happen.” Says Peter:“You need a call centre, you need infrastructure to handle the move to online. “Some companies invest in an online tool and then wait for the traffic to come to them. You must have a strategy and resources; it’s a very different business to a bricks and mortar agency.” Amadeus, explains Peter, conducts a solutions workshop to help the company build an online strategy. “We have to look at the systems within the organisation. We look at workflow and come up with suggestions on how to automate that workflow.” The company’s processes have to adapt to a new online environment. Available in the SA market is Amadeus Agency Internet Engine (ePower), a low-cost easy way to encourage online bookings through an agency. ePower can be customised to reflect the agency’s branding, and allows agencies to load their negotiated airfares and
online or offline payment options, electronic ticketing and multi-language availability, among other features.
We offer leisure and corporate online tools – Travelport
“It’s taken the SA travel sector a long time to go online and although the shift is gradual, you’ll see a move away from the traditional agent as Internet at home and WiFi hotspots mean a larger proportion of the population has access to online travel product.” – Peter Long hotel and car rates, providing special offers. It has a user-friendly interface so it is easy for customers to check schedules and fares, make bookings and access travel information. The tool, which can be integrated seamlessly into an existing website, offers a lowfare search engine (Master Pricer), real-time availability,
With SA travellers growing more accustomed to booking travel online there should be increased interest in Galileo Online Travel. This enables agencies to provide customers with a sophisticated leisure web-booking engine, which can be branded and seamlessly integrated into an agency’s existing website. Also available in SA is Travelport Traversa, an online booking tool that allows business travellers to quickly and cost effectively shop and book their own reservations while enabling corporations to maintain travel policies, maximise supplier agreements, standardise processes and achieve high online adoption. Traversa gives employees up-to-the-minute content from travel suppliers including airlines, hotels and carrental companies, within the parameters of the corporate travel policy. It enables travellers to make the right decisions and corporate travel managers to maintain control and maximise the benefits of supplier agreements.
Southern Africa’s Travel News Weekly
Maputo – Luanda (direct flights) Connections to and from Johannesburg
Book now for TNW’s special feature Great Escapes for 2010. TNW issue date March 3, 2010. Booking deadline February 3, 2010. E-mail: katen@nowmedia.co.za
www.lam.co.mz TNW5059
8 n Wednesday January 27 2010
QUICK READ FOR DECISION-MAKERS
To the future…
Tourvest is serious about online business “We believe within three years at least 20% of our business will derive from online bookings,” says Tourvest Travel Services ceo, Morne du Preez. The organisation and a significant number of its corporate clients, he says, are using Amadeus eTravel Management with its direct APIs into low-cost carriers. “Not all suppliers are online and there’s still a significant amount of human intervention required. We’ve also had to tailor the product to meet the needs of SA corporates because travel management processes are different here when it comes to payment and approvals.” According to Morne, the
SA market is “very good at shopping around online” but in certain cases is still reluctant to purchase online because they get impatient. “We’ve had corporate clients that have reverted back to consultants after using the SBT and others that have embraced it.” On the leisure side, Tourvest is using Amadeus ePower to power its www.travel.co.za site, to be relaunched in February. “The site will be a one-stop shop including any supplier that wants to be present, and not just our preferreds. We plan to launch it as the Expedia of South Africa. Any supplier can be on it for a fee and where the supplier’s
inventory is directly linked into the system it will be bookable real time, otherwise it will feature a separate link to the supplier’s site. We expect that about 90% of suppliers will be integrated fully into the system and about 7 500 products,” says Morne. Consumers can book and pay and get fulfilment immediately. “We have APIs into all LCCs. Suppliers can load their own product and we expect such suppliers as Thompsons Holidays, Beachcomber Tours, Travellers’ Choice and Club Med, among others, to load their full product database. 2010 will be a big year for us from a technological perspective.”
Pay for content
The pay-for-content model, where travel agencies would be forced to pay for access to some or all their content via the GDS, has already reared its head in South Africa. And, like elsewhere in the world, there is a risk that these increased distribution costs will be passed on to intermediaries and consumers. If this cost is passed on to price-sensitive customers, they will be more likely to visit the airline’s website.
Africans getting ‘smart’ phones
There’s high penetration and widespread use of smart phones in African markets. This is likely to fuel growth in travel applications for these phones that will leapfrog established markets.
Social media spreads like wildfire
SA’s first online travel agency?
Stephan Ekbergh, founder and ceo of TravelStart (billed as South Africa’s first online travel agency), says TravelStart has retained 70% ownership of the online travel market. “In SA, the site has experienced a year-on-year growth of 70%. Its Facebook page boasts the largest number of SA travel fans on Facebook.”
Better bandwidth and increased Internet access will also see increased uses of social networking sites. There’ll be increased use of image-rich media such as You Tube, which enable customers to virtually tour a location or see a product first hand. Similarly the use of mapping enables customers to shop via a map. Instead of looking at a list, you can virtually tour the area, choose a hotel and also look at any other activities or entertainment you want to book in the same area at the same time. Google Street View is already available in the UK and US but now the company is beginning to map South Africa. Travel agents will be able to show their clients what the location looks like, walk past the hotel and virtually visit nearby restaurants or other attractions.
Trade goes real time
Club enhances FlightSite
Club Travel will continue to enhance its unique travel portal www.FlightSite.co.za, which md Wally Gaynor, describes as a “phenomenal success”. “We will be adding a whole range of new features from Google Maps to client reviews of hotels. We have white labelled it for some big companies and retailers with a captive audience and client base, like Investec. We hope to be able to offer the technology behind FlightSite to other agents, with completely their own look and feel.”
● Sun International’s Oceans tour operator system will this year be going into testing with a number of retail agencies. Oceans offers two-way integration into Opera, the reservations system, as well as into Amadeus, Master Pricer and AccPac. Agencies will get user log-ins and their automatic settings are included in the system. Agents can quote and convert their quote immediately into a booking themselves. They can check availability when quoting, but are only given rates for available accommodation. Oceans will only be released when agents have enough confidence in the system to use it before calling the call centre for assistance. ● With the introduction of its new reservations system Travel Vision now has instant
access in real time to more than 22 000 hotels, with instant availability to over 80 000 rooms on allocation every night. Travel Vision can now provide quotations, reservations and documentation within minutes. ● Thompsons Online, with its last-minute and live availability enjoys over 5 000 searches a day. Most agents click through to book directly from the ‘book it now’ link on Travelinfo so they don't even have to log in. Other agents will use Thompsons Online to check availability quickly and then call up for their final quote. Apart from the ease of use and the great prices, one more advantage of Thompsons Online is that agents can also enjoy their full commission payments within seven days of making their booking.
Thompsons Online is taking about 1 000 bookings a month on the site now and aims to double that in the next six months. ● Beachcomber has officially launched its online quoting system. The BRAINS programme allows agents access to Beachcomber tailor-made packages 24 hours a day, seven days a week. The system also enables agents to compare room category rates and different hotel options with live availability. Agents are able to view all quotes, including those generated by their colleagues in the same agency. Agents can also view quotes online that were processed for them by a Beachcomber consultant in the main system. A complete commission breakdown is also available.
Introducing Travel Guard formerly AIG Travel For more information call 0860 100 491 or email travel@dnanet.co.za TNW3755SD
QUICK READ FOR busiest people
Wednesday January 27 2010 n 9
Travel Technology LCCs emerge as online packagers 1time Holidays to go dynamic
1time launched its 1time Holidays mid-2009 and by September, says Desmond O’Connor, commercial director, the business had already reached its targets. “Consumers are generally happy to book packages online and the more knowledge they have the happier they are to book.” Desmond says there’s a portion of the SA consumer market that is Internet ready. “We’ve already seen when it comes to domestic bookings there’s no problem, but the numbers are not as high with regional bookings.” To leverage the success of 1time Holidays, the operator plans to add more destinations to its online site, even to those currently not serviced by its airline business. “We’re going to improve the site by offering wider variety in destination and product, as well as adding functionality. We would like it to be a dynamic packaging tool.”
Desmond says live booking is key because of the shopper’s need for “instant gratification”.
Comair pioneers online travel sales
Online travel pioneer, Comair Limited, is poised to launch a powerful new B2C platform, encompassing flights, accommodation, car rental and other product. “We’re an online business and most of our bookings are done in this space. I would even argue that very little direct domestic bookings still go through agents,” says Iain Meaker, executive manager: travel and distribution. Iain says the operator has seen a “migration” of people booking online. “The shift has already happened.” And, he says, it will grow as broadband in South Africa improves in 2010 and 2011. “We decided three years ago to build and deliver an online travel experience, providing a tour operator engine through kulula
Holidays. The engine creates pre-packaged bundles and can be displayed by price, holiday type or even by destination,” explains Iain. On the kulula Holidays site, suppliers have provided allocations. On the kulula flights site APIs have been written to provide instant access into a supplier’s inventory. Access to B&B and boutique hotel inventory is
“Unless you’re connected to the world’s inventory real time, you’re dead.” provided through systems like eRes and Knightsbridge. Last-minute online bed inventory aggregator, MTBeds, bought by Comair a year ago, will be relaunched this year under the tagline ‘last-minute luxury’. The revamped site, explains Iain, will allow users to browse by region and dates as well as book online. Basic information about each property will be available, as well as photographs, videos
and maps. “We’re going to expand MTbeds as a white-label product into a number of our different separate brands. And on the other hand we will white-label our packaging facility from kulula Holidays to be included on the MTBeds site. The brands will remain separate, however.” Meanwhile, Comair’s partnership with Naspers’ Go24Travel is getting a super boost in 2010 as the company launches a full online travel agency and integrates it into this consumer site. “We will offer a full range of products and services in a flexible system equipped to cope with third-party technological problems and different supplier rules.” In the next few months, Comair’s various B2C travel sites will offer consumers the ability to dynamically package their trip. The sites will move away from set pricing and allocation towards fluid pricing, explains Iain.
Did you know? An ‘app’ (short for application) is a programme – run on a PC or a mobile phone – designed to perform a task. There are several revolutionary apps, from Lonely Planet-type city guides to itinerary planning apps like TripIt. Business and leisure travellers will delight in location-aware apps that can recommend a restaurant, shop or bar near their current location. These are, however, only functional in the US and Europe currently. Arguably one of the most innovative apps currently on the market is Super twiddler for the iPhone (only functional in 27 US cities). The app is downloadable at www.thumbble.com and asks travellers to input how much time they have to spare, and their mood, before it makes a nearby recommendation.
Customer Solutions
Amadeus Low Cost Carriers A powerful and intuitive low-fare search engine integrated into Amadeus Selling Platform ensures travel agents can quickly and easily find the best deal for their customers. More choice and flexibility : search low fares from both Amadeus and non-Amadeus sources. Faster sales process: time consuming searches across multiple websites or applications are no longer needed.
Search & Compare : > Public fares > Private fares > Low Cost Carriers > Consolidators > Corporate B2B website fares
Contact Amadeus for more information on how Amadeus Low Cost Carriers generate business benefits that go straight to your bottom line. Call 011 548 7300 or e-mail solutions@amadeus.co.za Web : http://www.amadeus.co.za 10 n Wednesday January 27 2010
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QUICK READ FOR DECISION-MAKERS
InformationWeek 500
ns
s Technology Organisatio
– Most Innovative Busines
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Value
Innovation
Content
Pricing
38%
35%
34%
33%
28%
30 40
24%
22%
26%
2009
Content
Innovation
19%
Pricing
0 10
Incentives
45%
40 50
10 20
Value
Galileo
50
20 30
2010
2009
Incentives
The latest version of a selfbooking tool that enables SMEs with fewer than 500 employees, and travel management companies to manage travel and reduce costs through online bookings. It combines Galileo, low-cost carrier, hotel, car and rail content as well as agency and corporate negotiated rates, presented in a single display.
0
Value
KDS Portal 6
5
Content
This tool has been engineered and is an effective way to manage electronic tickets, about 4% of which are issued but remain unused, potentially adding considerably to corporate travel costs. Agents are able to view the current status of tickets and produce reports.
35 should your GDS concentrate on next year? What 30 Amadeus 40 38% 25 34% 35 32% 31% 20 30% 30% 30% 30 15 25 29% 10 20 17% 5 15 0 9% 10
Innovation
E-Tracker
40
Content
Rapid Reprice automates the airline ticket re-pricing process when a traveller’s itinerary changes. This technology automatically researches old and new fares and rules and generates a new, accurate and fully validated re-priced fare. Each new itinerary includes appropriate rules, taxes, additional collections, refunds, penalties and administrative fees.
Travel managers can immediately access contact information from a secure environment and quickly get travel advisories or emergency notifications to travellers. It’s a flexible tool that allows agents to run reports automatically on a daily, weekly or monthly basis or if a report is needed immediately it can be run on demand. A ‘locate people’ function means that travellers can be found at any time down to a city or airport level. Pin Points on a map show a location and when clicked all travellers at that location are listed.
Innovation
Travelport Rapid Reprice
Journey Reporter
Pricing
The Desktop automates processes that improve workflow and allows content to be accessed easily in a GDSsensitive environment. Benefits include: ● It will be the industry’s first unified GDS desktop to aggregate content direct from suppliers. ● It enables agents to access agency-sourced content in a single system and find and book the best options. ● The dashboard and activity panel make it quick and easy to manage tasks, see the latest information, access reports, view calendars and e-mail customers. ● It includes tools such as continuity checking and data tracking that harness the power of the rules engine to manage queues by allowing agencies to organise bookings. ● The Universal Record is a true ‘Super PNR’, combining components of a travel itinerary regardless of where or how the booking occurred and removing the need to duplicate back-office processing. ● Management information is captured and reported, allowing agencies to evaluate processes, service fees and supplier quotas.
Travelport aims to launch this tool in mid to late 2010. As the name suggests this is a low-fare shopping solution for the travel industry, providing quick, easy access to millions of fare combinations to obtain the lowest fares. Features include: ● Shop before you book: allows an agent to search for the lowest fares prior to booking an itinerary. ● Find lower fares: enables an agent to find the lowest available fares for an existing itinerary across airline alliances and multi-city airport combinations. ● Show low fares based on multiple dates or special fares: this evaluates the options that are available at a customer’s specified price. ● Flex shopping: this feature allows agents to find low fares based on flexible travel dates or destinations. This feature will be released as an add-on post the initial e-Pricing launch.
Pricing
Travelport Universal Desktop
e-Pricing
Incentives
B
y year-end, says Travelport GDS director Corporate Communications EMEA, Kate Aldridge, Universal Desktop should be introduced in SA.
Incentives
A third of SA travel agents say their GDSs should focus on innovation in 2010
Value
Don’t stagnate, innovate!
Ga Last year’s trlileo still for sale! avel technolo January gy making inve21) saw Travelport sayifeature (TNW, stments to h n as the mark old on to Gag it had been e t lileo’s po le a d er. operations, Mark MeeAt the time, Galileo he sition ad of han, told the talks protracted” to buy Galileo had beTNW that although deal has yet this was not unusual. en “somewhat A ye to “constructivego through. Travelport ar on, and the s with how th ” talks with SAA and isays it is having ese are “pro “pleased” gres committed to investing in sing”. “We remain and support our custo ing Southern Afrmers in the ican region.”
Value
Travel Technology
2010
How would you rate your GDS’s ability to innovate? 0
Amadeus – making arranging travel effortless In addition to its focus on providing turn-key online solutions to retail agencies, Amadeus has done specific development to customise its corporate tool, Amadeus eTravel Management, which integrates into SA corporates’ back office systems.
Amadeus eTravel Management
This tool has a risk module integrated within it and saves parameters so it can look at past trips and compare this with the intelligent monitoring of expenses. “It does a quality assurance check for us,” explains Peter Long, gm Amadeus Southern Africa. Amadeus eTravel Management makes arranging travel effortless. One of its secrets is the user-friendly, intuitive interface. With a single entry point accessible via the web, automated
12 n Wednesday January 27 2010
reservations and Amadeus eTravel Management’s easyto-use platform, corporates need only open a browser, login and make travel plans from anywhere. They can compare and select the best option and have access to content from a variety of sources all aggregated into a single display. Amadeus e-Travel Management gives automatic access to the world’s largest and most widely used content databases. Corporates also have direct access to major suppliers, for example LCCs, hotels, rail and car-rental companies while multiple faring options incorporate public corporate negotiated agency and lowcost carrier web-only fares into a travel management solution. Useful traveller information such as visa advice, customs information and weather,
public transport maps and hotel pictures are among the features on offer. Pilot site administration allows corporates to make and test changes without fuss, for example adding a new airline contract in real time. This eliminates the need for site reloads and lets corporates post policy updates for user groups. Sure Corporate manager, Jim Weighell, says the AeTM travel management system brings it new efficiencies and structure to travel management for small and large accounts. “AeTM will operate in conjunction with other process-enhancing systems such as Skygate Speedfares, online management reporting and the website-based selfbooking system, ePower, due to go fully live during mid-2010.”
Amadeus ■ Fair 10% ■ Good 57% ■ Excellent 33%
Galileo ■ Fair 22% ■ Good 65% ■ Excellent 14%
How do you rate your GDS’s technological offering?
Amadeus ■ Poor 0% ■ Fair 7% ■ Good 61% ■ Excellent 33%
Galileo ■ Poor 0,7% ■ Fair 28% ■ Good 61% ■ Excellent 11% QUICK READ FOR DECISION-MAKERS
TNW3766SD
Travel Technology Be innovative with training
T
ECHNOLOGY is only as good as the person using it. And recognising this, GDSs are introducing innovative ways to train travel agents to harness the power of new technology. Travelport e-Learning is a free-to-access service for its agency subscribers, and is accessible online. The service presents a library of self-paced courses. Agents can also register for classroom and virtual classroom courses. The content is presented in chapters and modules. This means agents can opt to study entire courses or drop into specific sections for a quick refresh. There is no sound so it can be used in a busy office environment. Because it is web-based agents can access
e-Learning remotely and complete courses from home. Ask Travelport is another free-to-access service that features some 90 categories of information from daily business processes to agency billing and product information. It’s much more than a self-help or diagnostic tool, providing answers to thousands of frequently asked questions and with new content constantly added. Amadeus launched its quarterly Quality Management Forums (AQMs) in 2004, comprising three ‘power hours’. The AQMs are split into two one-and-a-half-hour sessions: one for information and the other for questions and answers. Amadeus plays only a moderation role during
Does GDS training add value to your business?
Amadeus ■ Yes 98% ■ No 2%
Galileo ■ Yes 95% ■ No 5%
the second half. For agencies that attended the AQMs, Amadeus has seen a drop of more than half in their call ratio, as well as greater productivity per segment. Says Peter Long, Amadeus Southern Africa gm: “Agencies that attend the AQMs do more bookings per person per month than agencies that don’t attend. All AQMs are minuted and are available on the extranet, although the open forum part is not detailed.” During the first session, Amadeus presents key information looking at some of the top calls received by the call centre, hot tips, new products and new solutions. Agencies also have an AQM driver within the agency.
SA beds portal online next month THE immediate need to get South African bed stock online and available real-time in the run up to the 2010 World Cup and beyond has given rise to Rooms4u, a booking portal allowing accommodation providers to get their stock to market. Supported by the Tourism Ministry, Tourism Business Community, SATSA and endorsed by Fedhasa, the site will provide travellers and the travel trade with a comprehensive but simple-to-use tool, through which to locate and book in a real-time environment South African accommodation offered by a variety of accommodation providers ranging from boutique hotels, B&Bs and the recognised hotel groups. In the first phase, currently under way, accommodation establishments countrywide are registering and checking their details. From February their rooms will be available for booking online on the rooms4u.travel website. Accommodation providers will be able to load lastminute stock and their rates, and all players – big and small – will have the ability to access the local and overseas market provided they have access to the Internet and a bank account. Says Brett Dungan, Fedhasa ceo and founder of Rooms4u: “Users want to book their accommodation real-time. This technology has come at the right time to enable establishments to get their product online on a secure site compliant with all banking requirements.” Travellers or members of the travel trade, Brett explains, can simply search by location or rate. Accommodation providers can load their own stock on to the system, regardless of their size, thereby levelling the playing field. “The next phase of the site following the registration of establishments, is the financial component and detailing what the establishments have to offer in terms of rates, facilities, etc. “The site cuts nobody out of the loop and it is a private venture, not a Match initiative although the rooms will be available to guests for the World Cup and other similar events into the future.”
My best tech discovery Bianca Sprong International Travel Consultant Flight Centre Gateway
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14 n Wednesday January 27 2010
Kevin Banks Travel 24-7. co.za
My favourite discovery is www.tripit.com.This fantastic website gathers all the booking details for a client and creates a single detailed itinerary. It will pull weather and maps for different places and can even send weather updates prior to clients’ travel. I have used it for my own travel and will use it for clients’ trips increasingly. It recognises a huge variety of booking confirmations automatically and is constantly updating what forms of confirmation it automatically integrates. All you do with confirmations is forward the confirmation to plans@tripit.com.
My best device has to be my cellphone. I have the ‘classic’ Nokia E90. Firstly it allows me to provide after-hours support. Secondly, the email function allows me to check my email on the way to or from work which means I can mull over any challenges I may have to face that have come through on email already. It’s also really handy when people put their cell numbers in correctly in an email and you can call them back. I also love my new Compaq mini PC, which has Windows, Office and Amadeus. It has USB ports and I can have access through my 3G card to the Internet wherever I am. It has been really handy having a webcam for online chats. It’s really cost effective.
QUICK READ FOR DECISION-MAKERS
COMMUNITYNEWS
jobs
Community news
Appointments ■ Robin McLeod has been appointed sales and marketing manager for Dragonfly Africa and Cybele Forest Lodge and Health Spa. He will be based in Cape Town, working closely with director of sales and marketing, Yolanda WoekeJacobs. Robin has 12 years’ experience in the meetings, incentives, conference and events business and has worked in both the inbound and outbound travel markets with experience in operations, sales and marketing, sports events and cruise ship handling. ■ Lloyd Martindale has been appointed new golf general manager at Fancourt. Lloyd joins
Fancourt with about 15 years’ experience in the golf industry. He will head up all the golf operations at Fancourt, which includes the resort’s parkland golf courses, Montagu and Outeniqua, as well as its premier golf offering, The Links. He takes up the position on February 1. ■ Lauren Spencer has been appointed head of marketing for ‘The Best of KZN Destinations of Distinction’ from February. Lauren was previously marketing manager at The International Hotel School, Durban, the Three Cities Group and the Hilton Hotel and has international experience in London at The Ice Box and Rhubarb Food Design Ltd. She is also on the steering committee of the Durban West Community Tourism Association.
■ Pentravel Pietermaritzburg has won first prize for the highest sales of travel insurance sold through Travel Guard/ Chartis South Africa Limited nationally at Pentravel. The prize from Travel Guard was a R5 000 donation to a charity of the winning shop’s choice. The staff unanimously agreed that the money should be given to the SPCA. It was handed over to Maureen Vida of SPCA Pietermaritzburg with the request that the branch upgrade their puppy block. Pictured, back from left: Nadia Bishop, Maureen Vida, Nerissa Naidoo. Front, from left: Michelle Naidoo and Bronwen Mc Kinnell.
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IN-BOUND SALES Impress with extensive sales experience and great supplier contacts. Must be able to travel. SALES EXECUTIVE R30 000. Non-travel Company needs high powered sales expert for FMCG position. Suit AA candidate. INCENTIVES/GROUPS Superb openings for top In-bound and Out-bound Senior Consultants looking for career development. INTERMEDIATE CONSULTANT Excellent package for all rounder who enjoys corporate/leisure mix. AFRICA SPECIALIST Deal with divine International agencies booking clients into Africa.
our website is updated daily! visit www.specialized.co.za
Superb opportunity exists to join established Accounts team of 6 in senior capacity! Working hand in hand, you’ll have the best record of controlling credit and ensuring payments are received. Minimum 5 years experience along with Accpac. R16 000 CTC inclusive of benefits.
dURbAN SEASIdE OPPORTUNITY! - NORTH
Leading retail travel agency seeks experienced person to handle domestic, regional & basic international reservations for their corporate clientele. Must have Galileo experience and a sound geographical knowledge. Excellent opportunity for further growth. R4,000 negotiable.
FINANCIAL OFFICER – SOUTH
Red hot seat with your name on it! Solid Financial experience so come lead at this inbound operator. Overseeing IT and HR related departments too. Previous number crunching abilities essential with basic HR knowledge would be added advantage. Superb sea side town with laid back atmosphere and no traffic blues. To R20 000
dURbAN SERVICE THE YOUTH OF TOdAY! WESTVILLE
Busy leisure agency specialising in niche market! Seek outgoing & jovial person with 1-2 years industry exp + own international travelling exposure. Will suit energetic, go-getter who enjoys earning commission whilst working as a team. R4,000 basic + lucrative commission structure!
Senior Consultant – Cape Town Amadeus & strong fares and ticketing expertise is required to join highly regarded travel company. Predominantly corporate travel, with some leisure bookings. Kati Corporate Consultant – Sandton R12000/R15000. A strong corporate travel background is essential together with international ticketing skills. Worldspan an advantage but not essential. Commence 01 March. Joyce Intermediate Cons – Northcliff area Small, well established agency. Corporate/Leisure mix. Candidates must have min 3 years experience plus Galileo. Salary negotiable. Tina Quality Controller – Sandton R13000/R20000. Utilise your strong international fares & ticketing expertise as well as BSP knowledge, ensuring that tickets & vouchers have been issued correctly. Be involved with BSP reconciliations & reporting. Commence March. Joyce Jnr Consultant - Grahamstown An excellent opportunity for young person. Will consider candidates who have worked in travel or travel college graduates, who have travelled overseas. Additional training given. Tina Jnr Consultant – Durban Minimum 1 years travel consulting experience required. Become part of well known travel company with excellent scope to develop further. Tina AA New Business Sales Executive – Cpt Join well known company with the objective of establishing new business. A self-starter who has the hunter instinct and thrives on closing deals is required. A history of relationship building is also critical. Candidates must have a proven track record. R14000 negotiable plus car and benefits. Kati Sales Executive – 5* Hotel R24500 ctc. Call on corporate companies, government departments and TMC’s in Jhb and Pretoria promoting 5 star property. Will operate from a home base & work independently, reporting to a sales manager in Cpt. Strong sales background with proven track record is required. Emphasis on relationship management, new business development & loyalty programmes. Savash Sales Executive – Based Sandton Salary up to R18000 depending on experience plus commission. Call on event companies, PCO’s and travel trade representing upmarketing conference facility . The facilities are superb & can be sold with great confidence! Savash Sales Support Executive – N/ Suburbs The job description incorporates co-ordinating, preparing and submitting tenders and proposals, working with the sales team of large, well-respected travel company. Excellent written & verbal communication skills are essential. R10000/R11000. Kati Credit Controller – Cpt A senior position taking responsibility for a portfolio of large and complex accounts and ensuring that collections take place in a professional manner. In addition the successful candidate would be responsible for the day to day activities of a team of credit controllers. Supervisory experience is required within a service related company, with a travel industry background being an added advantage but not essential. R15000/R16000. Kati General Accounts/BSP - Edenvale R7000/R12000. Be part of busy accounts department of highly successful travel company. Handle BSP, specifically refunds, as well as recons. Candidates must be BSP accredited, have a solid accounts background and be able to work independently. Kati Snr Bookkeeper - Sandton R20000/R25000. A travel agency background with exposure to BSP is essential. Handle senior accounting functions reporting to MD. Well established company. Joyce
Office Hrs (011) 884-9113 Website: www.specialized.co.za e-mail: kati@sgroup.co.za
TNW0714
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.
SpecialiZed Travel perSonnel
Wednesday January 27 2010 n 15
TNW NEWS Watch out for billback voucher scam Natalia Thomson
T
RAVEL agents, and their car-rental suppliers, have become the latest victims of a billback voucher scam, which has seen several luxury cars being stolen in recent days. The criminals appear to have obtained fax letterheads from various government departments and sent a confirmation to the travel agent that they had been awarded the department’s business. Orders for luxury vehicles are then faxed through to the agent, who then issues a full billback voucher to the car-rental company. The car is collected by the scam artists and only identified as stolen once the due back date is exceeded. Although, according to the billback voucher principle, the travel agency would ordinarily be held accountable for the loss, car-rental companies acknowledge that it would be difficult for them to pay up due to the high rand value.
Asata is, however, warning agencies to “be vigilant”. A note issued to the trade yesterday confirms that if agencies issue a full billback voucher, they will be liable for the recovery costs of that vehicle and will have no recourse to any of the government departments as the order was fictitious. No specific region has been targeted, confirms Asata, but reports claim that at least 16 vehicles, BMWs and Mercedes Benzs, have been stolen this way. Savrala urges all travel agents to protect themselves from becoming victims by ensuring they are vigilant in checking the authenticity of all corporate or government orders. Ideally, full credit – or billback – vouchers should only be issued to clients who already have an approved account and credit facilities with the travel agent. For more information and clarification of issues pertaining to travel agents and car rental users, visit www.savrala.co.za ■
brought to you by eTNW and TRAVELINFO
Shame on you, Voyager! How long do you have to wait to speak to a consultant at the SAA Voyager call centre? ■ Under 5 minutes 0% ■ 5-15 minutes 8% ■ 15-30 minutes 16% ■ 30-45 minutes 18% ■ Longer than 45 minutes 51% ■ I can’t get through at all 7% “Holding for an hour is the minimum to speak to Voyager. I’ve held on for two hours just to speak to them. For the last four months, we have never held on for less than one hour 30 minutes.” Michélle De Wet, Glenwood Travel “Waiting time has improved beyond words, however what you get on the other side of the line has deteriorated badly. Product knowledge is non-existent; it’s not their fault. They have quick training and then come up against people who have been in the industry for ages (some of us ex-airline) and just don’t have the time and patience. ” Rochelle Weinreich, Travel Counsellors. Refer to eTNW ‘Speakers Corner’ for more comments.
To sponsor this poll contact Kate on 011 214 7334 or e-mail katen@nowmedia.co.za 16 n Wednesday January 27 2010
‘No intention’ of canning SA route – LY Hilka Birns EL AL has no intention to stop flying to Johannesburg despite a diplomatic impasse between Israel and South Africa over security issues. This is the word from El Al’s gm for Southern and Eastern Africa, Roz Bukris, who said, at this stage, it was business as
usual with load factors picking up on the thrice-weekly B767300ER flights between JNB and TVL. At the heart of the impasse is the question of whether Israeli security guards protecting El Al flights can carry diplomatic passports. “Despite rumours to the contrary, El Al Israel Airlines
wishes to make it clear that it has no intention to suspend or cease operations to South Africa,” the airline said in a statement. “The government of Israel and the government of South Africa are in the process of negotiations to maintain the best security for our passengers, which will always be of a very high standard.” ■
Enter the Asata Awards! Natalia Thomson ASATA is hosting its awards ceremony at this year’s conference to be held at the Cape Town International Convention Centre from March 19 to 22. Details of the conference, themed ‘Redesigning the travel story’, are available on the Asata website. Accommodation will be at Protea’s new Crystal Towers property. Aimed at recognising
professionalism in the travel sector, the awards will be the final event of the conference and will be held on March 21. Individuals must be nominated for the respective categories by colleagues, managers or even suppliers, and the focus will remain on the individuals, not the brand. A judging panel has been appointed and will adjudicate the nameless nomination, which is a good reason to ensure your nomination stands out.
Says ceo Robyn Christie: “We did receive some criticism in the past that the forms were too long and involved but it is an important aspect considering that the judging panel does not have access to the name of the nominee or the company they represent. We need the story about the individual you are nominating.” The entire process will be electronic and to access the nomination forms, please visit www.asata.co.za. ■
Keep travelling before and after the World Cup! Hilka Birns THE hotel industry has called on corporates not to impose a travel ban before and after the FIFA World Cup, saying there will be plenty of accommodation available right until the first kick-off and again immediately after the event. Fedhasa chairman, Brett Dungan, confirmed that MATCH, FIFA’s accommodation broker, had released its room stock back into the market for up until two to three days before the first game. He said this meant that most fans would not do pre- or post-World Cup tours and that corporates do not need to stop travelling until immediately before and after the event. He acknowledged that already hiked airfares would make corporate travel more difficult beforehand and again appealed to hotels and airlines not to inflate their rates/fares before and after the event. “What I’m most concerned about, is that we will have two to three months of ‘numbness’ after the World Cup, which will be detrimental to business. This country must travel right up until the World Cup and again immediately afterwards, otherwise business will take a knock in these already challenging times,” he stressed.
“Most fans will not do pre- or post-World Cup tours and corporates do not need to stop travelling until immediately before and after the event.” – Brett Dungan Brett said hotels in Germany had emptied within two days after the 2006 Soccer World Cup. Being a long-haul destination, South African hotels were expected to empty within three days after the event, he added. Cape Town Routes Unlimited ceo, Calvyn Gilfellan, confirmed it was unrealistic to expect soccer fans to take tours before and after the World Cup because of the length of the event. He said fans were rather expected to take tours in between games. Brett agreed fans were expected to arrive in four
lots of one-week stays with more localised touring in between match days. Incoming tour operators said they were fielding many enquiries but so far few bookings because they were battling to secure affordable accommodation during the World Cup. Jeremy Williamson, owner of Durban-based Far and Wild Safaris, said he had booked “quite a few” two- to three-day tours to Hluhluwe but only two groups immediately after the World Cup to Sabi Sand. He also said securing accommodation before the World Cup was a challenge because of MATCH blockbookings. Henk Graaff, co-owner of the Johannesburg-based incoming tour broker, SW Africa Destination Management, said fans were not prepared to pay the exorbitant accommodation prices being asked, nor were they prepared to commit to minimum stays in cities like Johannesburg. Specialising in Scandinavia and Central Europe, trends his company was picking up were that fans were coming for one or two pool matches over a period of 10 to 14 days and wanted to do safaris or sightseeing in between games. He said there was low demand for before and after the World Cup period. ■
QUICK READ FOR DECISION-MAKERS