BTN - ITB 2009 Day 2 by Breaking Travel News

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ITB Berlin Special Edition

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Thursday 12 March 2009

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S P E C I A L R E P O R T

Sandals Interview

Abu Dhabi

Fortune cookie

Europcar Interview

BTN meets with Adam Stewart CEO page 4

builds a sustainable future page 5

Postive Predictions page 8

BTN meets Jehan de Thé page 92

Sports tourism leaves lasting legacy Sports tourism is a multi-billion dollar business, and its growth is proving resilient to the global downturn. The economies of cities, regions and even countries around the world are increasingly reliant on the visiting golfer or the travelling football, rugby, athletics or cricket supporter. In some countries, sport can account for as much as 25 percent of all tourism receipts.

Berlin GERMANY In a bold move for sports tourism, the world’s first-ever 100m beach sprint is to be held in Jamaica. The initiative, fully supported by Jamaica’s incredible Olympic Champion, Usain Bolt, aims to highlight the welcoming spirit of Jamaica as a leading lifestyle travel destination and a country of sporting excellence. “The World Beach Sprint is an invitation to unlock the mystery of Jamaican speed and to experience our country,” said The Hon. Edmund Bartlett. “We want people to see and experience Jamaica and to learn about our ‘Sprint Factory’.” South Africa is also a nation that is a leader in sports tourism. It is hosting a mouthwatering selection of sporting action between now and the FIFA 2010 World Cup. This summer, the British Lions rugby team tour South Africa, playing at Cape Town’s Newlands Rugby Stadium on June 13 against Western Province, and again on June 23 against the Emerging Springboks. Closely followed by the FIFA Confederation Cup being held from 14-28 June 2009, as a prelude to the 2010 FIFA World Cup.

The draw was held on 22 November 2008 at the Sandton Convention Centre in Johannesburg. The opening match will be played at Ellis Park Stadium/Coca-Cola Park in Johannesburg. Later in the year, England’s cricketers will arrive on their winter tour, facing South Africa at Cape Town’s Newlands Cricket Stadium in the third one-day international on November 27 and the third Test from January 3-7. But, perhaps saving its best sporting event for last, next summer the city will play host to the 2010 FIFA World Cup. The sporting frenzy is helping propel the nation’s economy. It is investing over ¤1bn in the construction of five new stadiums for the World Cup (Mbombela, Peter Mokaba, Nelson Mandela Bay, Durban and Cape Town). Further investment is being made in upgrading another five venues (Soccer City, Ellis Park, Loftus Versfeld, Free State and Royal Bafokeng). This is being accompanied by huge hospitality development. The private sector is investing hundreds of millions of euros in refurbishing existing hotels and building new hotels across the country. One of the most exciting is the One and Only, Cape Town that is scheduled to open for business in April this year.

Coinciding with the World Cup is the inaugural World Travel Expo – the first global exhibition that combines Sport and Tourism under one roof to highlight the opportunities surrounding this multi-billion dollar industry. World Travel Expo will for the very first time showcase the pivotal importance of the sports travel and tourism industry to a global audience at the heart of one of the most important and best attended events that the world will ever stage. The world's most sought after destinations, resorts, specialist tour and event organisers, corporate business planners and elite buyers will meet to conduct business in a unique event co-located alongside the 2010 FIFA World Cup in Johannesburg South Africa. World Travel Expo is a must attend event for those companies involved in the travel and tourism market-place and those interested in assuming a market share in the US$600 billion a year sports tourism industry.

www.worldtravelawards.com www.fifa.com www.worldtravelexpo2010.com

INSIDE: WORLD TRAVEL AWARDS 2009 SELF NOMINATION OPEN NOW Turn to Page 9

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Where business

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Set in 8 acres of lush tropical gardens, outdoor free form pool, fitness center, spa and a choice of 8 food & beverage outlets, business can become a pleasure.

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ITB Schedule â&#x20AC;&#x201C; Day2 Hall 7.1 b, Auditorium London 1 Northumberland Avenue Trafalgar Square London WC2N 5BW United Kingdom Tel: +44 (0) 20 7925 0000 Fax: +44 (0) 20 7925 2552 www.breakingtravelnews.com

To subscribe to the free daily newsletter: subscribe@breakingtravelnews.com or sign, via the website

For editorial feedback: anton@breakingtravelnews.com

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Chairman, CEO: Graham Cooke Executive Vice President: Manon Han Senior Vice President: David Falcon Group Vice President: Kevin Taylor Global Directors: Sion Rapson, Chris Frost, Khalil El-Mouelhy, Max Miller Editor: Anton Strack Writers: Mary Aziz, Adam Coulter, Chris Whitfield, Cristina Onodi Marketing Manager: Kate Brewer Head of Photography: Mark Hakansson Video Producer: Gareth Morris Design: Nomad Graphique

ITB Hospitality Day 10:30 - 11:30 Who is the Eco-Guest? Profile of a Future Customer. 11:45 - 12:15 Ask Mr. X / Your Chance to Ask Questions about Talent Management. 12:30 - 14:00 ITB Hospitality Day Hotspot: Hotel Industry - Quo Vadis? The Global CEO Panel. 14:15 - 15:15 Residences: Hotel or Real Estate Which is more advantageous?

14:30 - 15:30 Turkey Forum: Investment in Tourism Destinations in Times of the Financial Crisis Finance and the Turkish tourism industry discuss their investment strategies 15:45 - 17:30 Aktion: Africa Forum: 2010 FIFA World Cup: Tourism Development in Southern Africa The neighboring countries of Namibia, Botswana, Zambia, Angola and Zimbabwe are developing transborder national parks to promote tourism as an economic factor

15:30 - 16:30 Integrated Resorts. An evolution towards sustainability.

Hall 7.1 a, Auditorium New York 2

16:45 - 17:45 How to React to the Economic Downturn.

11:00 - 18:00 ITB Corporate Social Responsibility Day Top keynote speakers present their visions of CSR.

Hall 7.1a Auditorium New York 1 Hall 7.3, Auditorium Europe 10:15-12:30 Tourism in Latin America: Chances in the Crisis - Specialisation and Quality: Key issues for tourism in Mexico and Latin America? 12:45 - 14:15 Progress in Tourism Research: Financial Crisis presentations and a panel discussion of the ramifications of the financial crisis will be highlighted and precise answers will be discussed.

10:15 - 19:35 PhoCusWright@ITB: Expanding ETravel Across Europe

Hall 7.3, Auditorium Berlin 10:30 - 17:15 ITB Experts' Forum Wellness

View the video interviews on YouTube www.youtube.com/breakingtravelnews

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SPECIAL INTERVIEW

Adam Stewart CEO, Sandals Resorts International Since taking up the reigns at Sandals in November 2006, Adam Stewart has forged a reputation as an active, progressive and level-headed leader, despite his youth (he’s just turned 28). Adam was raised in Jamaica and graduated from Florida International University’s Hospitality Management Program before implementing his knowledge in various departments within Sandals Resorts. Prior to becoming CEO, he was director of resort product, responsible for all on-property operations and revenues.

There is a 650 foot lazy river and a beached pirate ship.

of consumer when choosing a resort for their holiday.

BTN: Which of your projects excite you most and why?

BTN: Sandals has seen off many previous downturns. How does this “perfect storm” downturn compare with those past and what is Sandals strategy to see it through?

AS: We are constantly evolving and developing the brand and so every project we introduce excites me. Our company’s philosophy of giving the guest more than he or she expects keeps us constantly searching for new ways to blow our guests away, with ways of satisfying all age groups. The Sandals Foundation, the company’s philanthropic arm, is something that I am hugely passionate and excited about. BTN: Can you reveal a little more about Sandals Lifestyle? AS: The Sandals Lifestyle Collection is a new brand of home furnishings, clothing, jewellery and island foods. The concept is to take a piece of our resorts daily lifestyle home. We’re also most excited about the launch of an exclusive Sandals Resort diamond this September. BTN: How do you ensure tourism benefits the whole community rather than merely those at the top? AS: From the conception of Sandals in 1981 we felt it our duty to give back to the communities in which we operate. We have a responsibility to our team members and we can affect the families of the very people who work for us.

BTN: What are you up to at ITB 2009? AS: We are very proud to announce that Sandals Whitehouse European Village and Spa will be hosting the World Travel Awards 2009 and as always we have a number of new and exciting projects to talk about. BTN: Sandals is the pioneer of all-inclusive and also Luxury Included‚, and voted “World’s Leading All Inclusive” by the World Travel Awards. What initiatives are you developing now that will ensure you remain leader in the all-inclusive concept? AS: We have plans in place for ‘Over the Water’ Suites and a completely new all-suite Greek Village at Sandals Grande Saint Lucian. Our plans are for noninvasive suites that will work with

nature to create stunning and original accommodation for guests. We have been trying to find a way to satisfy the hard to please teen market. Beaches Resorts has introduced new Xbox 360® gaming centres, Club Liquid aqua-themed teen dance clubs, Scratch DJ Academy, Trenchtown the cool teen hangout, teen spa and much more. BTN: You are opening a new waterpark this month at Beaches Turks & Caicos. What can we expect? AS: We have spent approximately $125 million on the new Italian Village expansion. The expanded Pirate’s Island Water Park is 45,000 square feet, has seven new slides, a SurfStream® simulator, creating a surf-able wave for surfing and boogie boarding and is one of only four in the world.

The Sandals Foundation provides its guests and key corporate partners, with an opportunity to get more involved by making donations. The Foundation focuses on three key areas: education, community and environmental issues. We actively participate in more than 200 community outreach programs around the Caribbean. BTN: How are you able to run a brand both responsibly and profitably? AS: The future of our planet should be at the forefront of all our minds and we hope our guests feel the same way. Each resort has a coveted Green Globe certification for environmental stewardship, complete with a dedicated environmental manager. In fact, Sandals Negril just became the first and only resort in the world to achieve Green Globe Platinum certification. I think whether or not a company acts responsibly has begun to become a deciding factor in consumer buying habits and so we hope we will have the support

AS: 2009 has actually been surprisingly positive in terms of sales. We have introduced various offers in order to entice customers and have also created agent incentive schemes to help drive sales. The general public does not want to abandon their holiday plans but will instead lean towards options that enable them to curb spending once on holiday. I think with our Luxury Included‚ offering we are in a very good position to fill that gap. BTN: Do green initiatives fear taking second place as companies worldwide fight for survival? AS: We have never put it second and we will never will. In truth, it is one of the easiest programs for companies to cut. We can not ignore the impact we are having on our environment, so I hope businesses will keep sustainability at front of mind. BTN: What can the travel industry collectively do to become more sustainable? AS: Last year we heavily invested in next generation technology and research in to sustainable energy and we share all that we learn with the industry. If the industry as a whole grouped together and collectively invested money into new technologies we would get a lot further faster. BTN: Where do you see as your new markets? AS: With our new Lifestyle range we will be tapping into the general consumer goods market. We’re looking to expand to new markets, including Japan, China and Russia. BTN: How would you like the brand to evolve? AS: With the Foundation and Lifestyle range, we now have various offshoots to the main Sandals brand and I’m looking forward the brand become even more rounded. Although we will always be, a Caribbean company at heart, we’re potentially looking at other regions. We’re always looking to reinvent ourselves.

www.sandals.com

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Abu Dhabi builds a sustainable future

Whilst Dubai has been grabbing all the headlines, its neighbour Abu Dhabi has been building a future based on sustainable growth. Adam Coulter explains why it’s a classic case of the hare and tortoise.

It was at the Business Travel Show Dubai, last October, that I first heard the phrase “insulated but not isolated,” referring to how the economic downturn hitting the rest of the world would affect the emirate. The people I spoke to at the show – representatives from BA, Qatar Airways, various hotel groups and Carlson Wagonlit Travel among them – all agreed that Dubai would ride out this economic storm – with lower growth rates perhaps but still positive ones. Well, the world has changed quite a lot in the past four months and, to be fair to them, who would have guessed how far and how fast the economy would plunge. Property prices have halved, construction on many projects has simply stopped, the stock market has crashed, tourist numbers have fallen (45% of rooms in Dubai are filled with European visitors – 15% from the UK alone) and the weakening pound means that the UAE is now a third more expensive for UK visitors than it was in October. This has led to an exodus of workers from all sectors – property, commercial, financial – who make up some 90% of the population. I have a friend who

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lives in Dubai who told me the strangest thing is being able to drive everywhere on near-empty roads (Dubai has long been infamous for its traffic jams). Last month, oil-rich neighbour Abu Dhabi – long in the shadow of its garish cousin – was forced to the ride to the rescue with a $20 billion bailout. Time will tell whether this means it will strengthen its hold on Dubai by demanding ownership of various Dubai companies, but what it will do is make Dubai think twice before it embarks on such a building frenzy again. A recent Deloitte hotels report revealed both emirates shared the league table for the highest occupancy, average room rates and revPAR in the region. But if you dig a bit deeper it’s here where the similarities end: revPAR in Dubai grew less than 1% in 2008. In Abu Dhabi it grew by an astonishing 46% while occupancy levels rose to 81.5% – one of the highest in the Middle East and a full three percentage points higher than Dubai (admittedly Dubai has a lot more hotels that Abu Dhabi).

seemed virtually invincible. But while Dubai was busy shouting about the biggest this and the tallest that Abu Dhabi has been quietly laying plans for a sustainable future. And some of those plans are very grand indeed. They include two buildings which will establish Abu Dhabi as a world class centres for the arts – a Guggenheim Museum and a Louvre. These plans also include developing a number of Abu Dhabi’s 200 (natural islands), into variously, a nature reserve, a luxury resort, and a whole new district of Abu Dhabi housing 150,000 people and including commercial, residential, leisure and tourism facilities. Abu Dhabi is also hosting the final round of the 2009 F1 season and has built a track and an entire hotel and marina complex on another island. So the moral here? Nothing new – it’s the old tortoise and the hare fable: “Slowly does it every time.”

Commentators might sense a certain amount of shadenfraude here. Dubai has been so caught up in its building frenzy that it

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Mobile Hospitality Mobile isnâ&#x20AC;&#x2122;t that new a technology, but it is starting to make its presence felt in travel. According to Gerry Samuels at Mobile Travel Technologies one-in-ten mobile phone owners are using their devices for travel-related services. And with more mobiles coming into use every day â&#x20AC;&#x201C; particularly in emerging markets - this cannot but be a massive part of travel moving forward. The modern traveller wants to have experiences built around their personal needs. The hotel industry recognises that it must go further in its adoption of social networking. User reviews expose the truth of a hotelâ&#x20AC;&#x2122;s brand since customers often use their peer group as the main source of information. Hotels are now challenged with maintaining high standards and meeting the expectations of customers who have done a significant amount of research before they travel. The sector needs to accept the power of reviews and the transparency they create and ensure high standards to meet the heightened expectations of future well-researched customers. The more demanding customer of

the future will want to engage with a hotel across all touch points where appropriate. Hotels will need to capture and store more data, yet access to it must be faster and more targeted in order to personalise the guest experience.

Applications, databases and networks must integrate more easily with each other and thirdparty systems to facilitate collaborations with partners.

The mobile channel will be of increasing importance going forward with hotel companies needing to integrate the mobile platform with existing property and content management systems.

The growing importance of the mobile channel is clear. Although the use of smaller devices for booking is not yet commonplace, it is anticipated the technology platforms used by hospitality companies must support and enable all user interactions to integrate in the future, from phone to fax to PC to PDA to mobile.

As distribution, channel and content management becomes more complex, ensuring tight integration between these cores systems will become an even higher priority for hotels.

Hospitality industry is undergoing a period of unprecedented change and will continue to transform. Customers are changing; technology is changing; markets are changing. Yet this is also a

period of unparalleled opportunity and we remain committed to remaining at the forefront of understanding what travellers need and demand, both now and into the future. By understanding these key business drivers we hope to deliver the technology that will make these hopes come true and will support the hoteliers to stay competitive in a rapidly changing world.

According to Nielsen, mobile internet extends the audience reach of many leading internet sites by an average of 13% over PC traffic alone. That means investing in a mobile web site is likely to increase the overall audience size.

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VLMdirect.com – your window onto the world According to the Travel Industry Association of America, in the U.S. more than 64 million people bought or reserved an airline ticket, hotel room, rental car or package tour online during 2008 – up nearly 20 million from 2007. And each leisure traveller spends more than $1,000 online.

VLMdirect.com is a far-reaching hotel-focused website is with a ground-breaking system for hotel booking – where travellers deal with the hotels directly. Hard work is paying off for the entrepreneurial team that developed the Website, which already provides a catalogue of over 66,000 properties in over 160 countries and territories across the globe. The crew have ambitious plans to grow the business further, with another 40,000 properties earmarked for the site. “Once completed VLMdirect.com will have the biggest accommodation database in the world,” says Kelly Footit, Director VLMdirect.

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“We are not just including the hotel chains but all independent hotels as well, many of which are preferred by individual travellers. New destinations are also constantly being researched and added to the listings.” The VLMdirect.com model is different from its competitors in that it is not involved in any transaction at the point of booking a room. Travellers pay fees directly to the property and they make their own arrangements. The site provides details such as telephone, fax, website, facilities and visuals about hotels so that potential guests can make their own choices and decisions.

The business model involves charging properties who want to put more than just their basic details on the website, such as rich media including streaming video, IPIX 360 visuals and photos. InterContinental Hotels Group (IHG) has stopped doing business with different booking portals over the fact that the portal had a certain amount of rooms being sold at the agreed rate. Once those rooms were sold the website was showing as the hotel was sold out. As a direct result of this IHG set up their own direct booking system. This has led IHG to see online bookings increase on its websites, including Holiday Inn and other brands, from 78 percent of total online sales to 85 percent. Other major hotel chains are following suit with direct booking systems. Also many hotels have pricing agreements with the travel portal sites, so consumers are not likely to find a lower rate than at the hotel's official site. While others portals now check real-time inventory.

It is not just hotels. Booking direct is a trend that has gripped the industry over the last few years. The airlines were first to stop paying commissions to travel agents and focus on their online offerings allowing clients to book direct. EasyJet was one of the first to pioneer direct booking resulting in cheaper fares for the customer. Most airlines have followed suit proving that this formula works and in turn increases profitability. “We are looking to be the encyclopaedia of accommodation on the Internet, the Craig’s List or the Yellow Pages for the travel and hotel industry worldwide. There’s never been anything quite this comprehensive before. It will empower people and give them the choice to book what they want whether it’s an Italian traveller looking for a hotel in Indonesia or a Chinese person booking in Cuba,” says Footit.

www.vlmdirect.com

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Here’s a list of our positive predictions for 2009/10:

Travel companies will attract and retain new customers by using the web by getting to know them better to give them what they want. Online marketing and communications campaigns will be better targeted and better financed; hot areas for development will be geo-tagging, smarter deals with users’ existing social networks and credit-crunch busting ‘voucher clubs’.

User experience will live and breathe the brand: enjoyment, trust and sales come from offering a great mix of information, interactivity and desktop/iphone platform flexibility. User experience budgets will double as companies realise that experience is everything. In particular, rail and car rental companies will evolve their digital platforms to become far more experience led.

Relationships with existing visitors and customers will be strengthened and deepened throughout the year – retention is the new conversion.

The shift of marketing and communication spend towards digital will gain even more momentum and smart travel companies will spend at least 50% of their entire marketing budgets online.

Smart companies will evolve their key performance indicators from tracking online conversion rates to what it is really all about – profit.

Natural search budgets will exceed paid search.

There will be an even bigger push to secure direct relationships and affiliates will see margins squeezed.

There will be an explosion of useful, relevant, contextual mobile web applications.

Continuous monitoring, analysis and optimisation, segmentation and behavioural targeting will become the norm.

Positive predictions 2009 will be remembered as a tough year for all industries. But while the challenging economic climate may be bad news for the high street, smart travel companies are realising that increased investment in digital channels can power them through the ‘credit crunch’. Digital projects can reduce business costs and management overheads because the web is a very cost effective channel for sales, marketing and customer service. It’s time to invest in more efficient ways of working and exploit the web’s many advantages over costly bricks and mortar and call centres. To give you one example, National Rail Enquiries (www.nationalrail.co.uk) is the most telephoned number in Britain, with 140 million customer contacts per year. Enquiries that are dealt with via call centres cost NRE 57 euro cents per customer contact. In order to make business efficiencies – and for travellers’ convenience – NRE wanted to drive more enquirers online. NRE developed a virtual agent, “Ask LISA”, to handle timetable and other rail travel enquiries via its website. LISA now handles 300,000 enquiries per month with 90% accuracy (a higher rate than NRE’s offshore human call centres!). Enquiries handled by Lisa cost NRE just .04 euro cents per customer contact. So by investing in a digital channel, NRE has made a considerable cost saving, reducing the number of customer contacts it handles over the phone by 30%. Smart businesses will power through the credit crunch by investing in larger and more strategic web projects like these. Many of the predictions that have been made about the coming financial year are steeped in doom and gloom. However, at Fortune Cookie we believe that the constraints of a more challenging financial climate provide the perfect conditions for digital innovation to thrive.

We will all start to interact with web content by touching it.

Join Fortune Cookie’s Managing Director Justin Cooke when he and other leading online travel experts take part in an Executive Roundtable: ‘From Thought to Finish: Implementation Realities in a Digital World’. As part of ‘PhocusWright@ITB: Expanding E-Travel Across Europe’ the roundtable takes place on Thursday 12 March at 1pm, Hall 7.3, Auditorium Europe.

www.fortunecookie.co.uk

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Is your company truly exceptional or merely average?

Stand up and be counted... WORLD TRAVEL AWARDS 2009 Self Nomination for the 2009 World Travel Awards OPEN NOW

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Around the World in 7 Ceremonies The all important Winners will be unveiled in a series of landmark Gala Ceremonies. World Travel Awards have now announced the dates when the leading industry bodies, government representatives and the worldâ&#x20AC;&#x2122;s media will gather to discover who has been voted the very best of the best.

World Travel Awards Middle East Ceremony 4th May, Dubai, UAE

World Travel Awards Africa Ceremony 10th May, Durban ICC, South Africa

World Travel Awards North & Central America Ceremony September, Hacienda Tres Rios, Yucatan

World Travel Awards Europe Ceremony â&#x20AC;&#x201C; 17th October, Marriott Praia D'El Rey Golf & Beach Resort, Lisbon, Portugal

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“With a host of exciting new partnership deals and a global media campaign reaching in excess of 270 million in place, our 2009 Tour is set to be our best yet. Over the past 15 years, our objective has been to identify and reward excellence, and are honoured to be recognised as 'the Oscars of the travel industry'.” Graham E Cooke, President and Founder of World Travel Awards

For ticket information, please go to: www.worldtravelawards.com Or contact awards@worldtravelawards.com

World Travel Awards Asia, Australasia & Indian Ocean Ceremony October, Singapore

World Travel Awards South America Ceremony October, Rio de Janeiro, Brazil

World Travel Awards Grand Final – December, Jamaica

www.worldtravelawards.com

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World Travel Awards 2009 Middle East Ceremony Dubai, UAE – 4th May 2009 "We are seeking inspirational winners who command total respect in everything they do, from customer experience to exceeding business performance. Nothing could therefore be more appropriate this year than taking the awards to Dubai" Graham E Cooke, President and Founder of World Travel Awards

Dubai will be the extraordinary location of this year's World Travel Awards Middle East Ceremony on Monday 4th May 2009. More than 500 Middle East travel and tourism companies and organisations from across the region, representing every industry sector will be fighting for their chance to be recognised by the ‘Oscars’ of the travel industry. Dubai epitomises the great Arabian tourist dream. Just twenty years ago it was a sleepy fishing community but under the direction of the ruling Maktoum family it has been transformed into the playground of the Middle East. The scale and ambition of landmark projects currently underway is so breathtaking that you wouldn’t bet against this booming emirate becoming one of the most important places on earth. Dubai is constantly building its infrastructure of transport facilities, schools, hospitals, tourism developments and other amenities in the restless and relentless pursuit of a society for tomorrow. The booming emirate is an unbelievably exciting

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and rapidly-changing place that has got the travel world talking. It seems everyone who’s anyone now has an interest there. The tourism statistics speak for themselves. Occupancy rates for four and five star hotels almost 90%, and the number of hotel guest trebling over the past decade. A remarkable urban landscape, Dubai is home to iconic structures, with more in the pipeline. The Burj Al Arab – World Travel Awards Leading Hotel 2008 - is possibly the classic symbol of Dubai; an inspiring feat of architecture rising out of the sand, and a sight that should be seen (and stayed in) to be believed. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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"One only has to look at the size of the event, and the calibre of the other award winners, to appreciate how prestigious the World Travel Awards is.â&#x20AC;? Sultan Ahmed bin Sulayem, Executive Chairman, Nakheel

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Is your company truly exceptional or merely average?

Stand up and be counted...

Middle East Nominations “Etihad is proud to be nominated by the World Travel Awards for the second year in a row. Last year’s double win for ‘world’s leading flatbed seat’ and ‘world’s leading travel television commercial’ recognized Etihad’s commitment to excellence and to building greater awareness of our brand across key markets.” James Hogan, Etihad Airways’ Chief Executive

Middle East’s Leading Hotel 2008 – Burj Al Arab, Dubai

"This region is a supreme example of how to hold your nerve and act short term, when necessary, but always with longer-term benefits and a sound business strategy uppermost." Graham E Cooke, President and Founder of World Travel Awards

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Rotana Winner - Middle East's Leading Hotel Brand 2008

The World Travel Awards serve to acknowledge, reward and celebrate the enormous achievements to be found in all sectors of the global travel industry. As the industryâ&#x20AC;&#x2122;s highest accolade, there has never been a more valuable time to demonstrate the pursuit of excellence and to win a World Travel Award. The industry urges those companies or organisations who consider themselves to be leading examples of travel and tourism excellence to enter 2009â&#x20AC;&#x2122;s World Travel Awards Programme.

Emirates Palace, Abu Dhabi Winner - Abu Dhabi's Leading Hotel 2008

The simple online process could not be easier. Every successful World Travel Awards Finalist will have their achievements show-cased throughout 2009. They will then be presented before a global voting audience of over 167,000 travel and tourism professionals and media from around the world who will decide the ultimate Winners.

The Chedi Muscat, Oman Finalist - Middle East's Leading Hotel 2008

This level of transparency and accountability is what has made the World Travel Awards Programme so special. For your opportunity to be recognized in this global area of travel excellence in 2009, simply download an application form and submit via email or post.

Safar Travel & Tourism Finalist - Middle East Leading Travel Agency

A 2009 Nomination Form is available to download from www.worldtravelawards.com Nomination submission deadlines will be approximately one month prior to the regional awards ceremony. The closing date for the Middle East Ceremony being held on 4th May 2009 in Dubai is 3rd April 2009.

www.worldtravelawards.com

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Virtual World Internet designs, develops, hosts, and markets high value visual content for the travel and tourism sector with a proven track record of delivering world class solutions to our clients.

Grosvenor House Dubai www.virtual-grosvenorhouse.com

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Contact Virtual World Internet to discuss how we can help produce and deliver video, virtual tours, and image galleries of your hotel or resort to your online visitors.

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Middle East hotel operator storms ahead with plans to develop 67 properties by 2012

United Arab Emirates, February 2009 - Rotana, the leading hotel management company in the Middle East and North Africa, has announced the expansion of its portfolio to 67 properties to open by 2012.

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“Year after year, Rotana is gaining strength and positioning itself as a leader in the industry within the region. This is part of our strategic aim to have a property located in every key city in the Middle East and North Africa and this goal is being steadily achieved through careful long-term planning and timely action. The new properties will not only expand our portfolio in the United Arab Emirates, Jordan and Qatar but will also introduce Rotana into new markets such as Cairo, Oman, Iraq and Saudi Arabia” said Selim El Zyr, President & CEO Rotana. Rotana has already signed management contracts and some of these properties are now under construction or development. For the next four years, Rotana will open 10 hotels per year. The plan is right. The strategy is there. The execution and know-how are there. The objective is clear. Rotana is positive that as long as the company is able to manage growth in an efficient way, then there is

the scope to take up further properties. Rotana has signed a joint venture with Orascom and SHUAA to manage five Centro by Rotana properties in Egypt. Furthermore, a management agreement has been signed with Jiwar Real Estate Management & Marketing Company to manage the first property in Saudi Arabia, Al Marwa Rayhaan in Makkah, which will open in the second quarter of 2009. Most recently, SHUAA Capital Saudi Arabia, cjsc (SCSA), the Saudi Arabian subsidiary of SHUAA Capital psc, announced the signing of a master agreement with Rotana to develop 17 four & five-star hotels and resorts in addition to hotel apartments across the Kingdom of Saudi Arabia comprising 5,500 rooms. Only this year, Rotana is fortifying its position as Dubai’s leading hotel operator with the opening of

another two properties, including the world’s tallest hotel. Over the next couple of months, opening of Rose Rotana and Amwaj Rotana, along with the newly opened Arjaan Dubai Media City and Media Rotana, will add to the company’s eight existing properties in the emirate.

Beirut

Rotana currently manages more hotels in Dubai & the Northern Emirates than any other single operator and the scheduled openings will increase the company’s stronghold further. As for the rest of the region, hereunder is a breakdown of the upcoming properties which will open in 2009:

Afamia Rotana Resort – 2009

Abu Dhabi Centro Yas Island – 2009 Yas Island Rotana – 2009 Khalidiya Palace Rayhaan – 2009 Park Rotana – 2009 Park Arjaan - 2009 Tourist Club Arjaan – 2009

Raouche Rotana – 2009

Doha City Centre Rotana – 2009

Dubai Rose Rotana – 2009 Amwaj Rotana - 2009

Latakia Makkah Al Marwa Rayhaan – 2009 The Rotana brand is driven by passion, personal warmth, and the delivery of consistent quality standards, combined with a keen understanding of regional markets, commitment to research, and significant investment in systems and people. Development of the brand is rigorously planned and meticulously managed across all operations - simultaneously evoking confidence and trust among property owners, and creating satisfying experiences for corporate and leisure travellers alike.

P.O. Box: 43500, Abu Dhabi, UAE. T: +971 (0)2 644 4412, F: +971 (0)2 644 4413, head.office@rotana.com

rotana.com

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World Travel Awards 2009 Africa Ceremony ICC Durban, South Africa Sunday 10th May 2009 “The ICC is a state-of-the-art world class conference centre and perfect for such a prestigious ceremony for African travel and tourism. We have been delighted with not only the facilities, but also with the wonderful support from the ICC staff. Indaba is the greatest occasion to coincide our event with.” Graham E Cooke, President and Founder of World Travel Awards

South Africa is set to be in sparkling form as the World Travel Awards Africa Ceremony, in partnership with the International Convention Centre, Durban, is held on Sunday 10th May 2009. Attended by 400 VIP’s and leading industry figures, this event is set to be an outstanding success and a testament to the extraordinary innovation and diversity that is seen in the African tourism industry. The International Convention Centre Durban (ICC) is one of the most advanced conference facilities in the world. Flexibility and versatility are key factors in the design of this state-of-the-art technology-driven centre. It is a purpose-built, fully air-conditioned centre with three convention halls that are interlinked but separate. Moveable walls allow for a number of different venue configurations. Alternatively the halls can be opened up to form one large venue with seating for 5000 delegates or 7000m squared of column free floor space. Together with its sister venue, the Durban Exhibition Centre, the ICC can

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double its capacity to accommodate 10 000 conference delegates. The centres can function independently or as two halves of one whole. This is achieved by closing Walnut Road, a brick-paved concourse between the two centres, to provide easy access for delegates. Little wonder then that ICC Durban is where Africa and the world meet. ICC Durban has been voted Africa's Leading Conference Centre for six consecutive years by World Travel Awards and in 2004 was also ranked as one of the top ten conference centres in the world by AIPC. Its proven track record is unrivalled in Africa. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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"It is very significant and auspicious that the World Travel Awards, 'the Oscars of the Travel Industry', has chosen to host its Africa awards here." His Majesty King Zwelithini Goodwill kaBhekuzulu

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Is your company truly exceptional or merely average?

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Africa Nominations “The ICC Durban, its staff and stakeholders are elated by this coup as the event is one of the most illustrious awards events in the industry. This is not just a coup for Durban, but for South Africa and Africa as a continent.” Miller Matola , Chief Executive Officer, ICC

Africa’s Leading Hotel 2008 – Mount Nelson Hotel, South Africa

“We hope that the winners set a supreme standard of professionalism in Africa with excellent examples of creativity and business acumen that can stimulate others to also raise their performance and their profile, not only within the African industry but worldwide.” Graham E Cooke, President and Founder of World Travel Awards

www.worldtravelawards.com

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Saxon Boutique Hotel & Spa, South Africa Winner - Africa's Leading Boutique Hotel 2008

Cape Grace, South Africa Winner - South Africa's Leading Hotel 2008

South African Airways Winner - Africa's Leading Airline 2008

Cape Town Winner - Africa's Leading Destination 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com Nomination submission deadlines will be approximately one month prior to the regional awards ceremony. The closing date for the Africa Ceremony being held on 10th May 2009 at ICC Durban, South Africa is 10th April 2009.

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Middle Eastâ&#x20AC;&#x2122;s Leading Hotel Brand

Abu Dhabiâ&#x20AC;&#x2122;s Leading Beach Resort

Abu Dhabiâ&#x20AC;&#x2122;s Leading Business Hotel

Dubaiâ&#x20AC;&#x2122;s Leading Meetings Hotel

Middle Eastâ&#x20AC;&#x2122;s Leading Family Resort

rotana.com

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World Travel Awards 2009 Europe Ceremony Praia D’El Rey Golf & Beach Resort, Lisbon Saturday 17th October 2009 “Recognised as the hallmark of travel excellence, the World Travel Awards acknowledges the leading travel products across the globe. The regional award ceremonies recognise winners in their own territory and celebrate both individuals and companies setting new boundaries in travel and tourism.” Graham E Cooke, President and Founder of World Travel Awards

This year's star studded Europe Awards Ceremony will be held at the Marriott Praia D'El Rey Golf & Beach Resort on Portugal's gorgeous and rugged Silver Coast just outside of Lisbon on Saturday 17th September. Praia D’El Rey Golf & Beach Resort is a multi-award winning resort ranging across 230 hectares (600 acres), on the beautiful shoreline of Portugal’s Silver Coast, less than one hour from Lisbon. Located in the beautiful and historic Oeste (or West) region near Obidos, Marriott Praia D’El Rey Golf & Beach Resort sets the standard for accommodation in this region and was the first five-star resort to be built here. Guests can enjoy remarkable views of the ocean and of the 18-hole championship golf course. Be cooled by Atlantic winds as they lounge on a private balcony, or spend a relaxing afternoon in one of the luxury suites.

www.worldtravelawards.com

Over the last 10 years, Marriott Praia D'El Rey Golf & Beach Resort has established itself as the preeminent resort in the region with facilities including a luxury 5 Star Marriott Hotel with a relaxing and beautiful Spa, award winning golf course and leading sports and children's facilities. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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â&#x20AC;&#x153;A wonderful evening, the attendance was great, the organisation excellent, the momentum perfect.â&#x20AC;? Pierre Ferchaud, President & General Manager, Hotel Le Bristol, Paris

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Is your company truly exceptional or merely average?

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Europe Nominations “We are proud that our strategy is recognised by the Travel Industry. This motivates us to maintain the highest service quality throughout the world.” Jehan de Thé, Global Marketing Director at Europcar International.

Europe’s Leading Hotel 2008 – Hotel Le Bristol Paris, France

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Hotel Ritz Paris, France Finalist - Europe's Leading Hotel 2008

The Dorchester, England Finalist - Europe's Leading Hotel 2008

Hotel Cipriani, Italy Finalist - Europe's Leading Hotel 2008

Europcar Winner - Europe's Leading Car Hire 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com The deadline for nomination submissions will be Friday 26th June

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Imagine breathtaking views of majestic unspoiled coastline, the challenge of a world ranked award-winning championship golf course and the unbridled luxury, style and elegance of a fabulous five-star hotel. Enter the exclusive world of Praia D'El Rey Marriott Golf & Beach Resort, specifically designed with one purpose in mind - your enjoyment. With stunning and endless views of rolling waves, white sandy beaches and romantic pine forests, the Praia D'El Rey Marriott Golf & Beach Resort is truly heaven sent. Conveniently located only 45 minutes drive north of the country's capital Lisbon, you will find yourself in beautiful and historic countryside steeped in local tradition.

Praia D'El Rey offers without a doubt one of the most stunning golf courses in Europe. Ranked 80th in the world by Golf World Magazine, the course is set alongside a craggy coastline and amongst extensive pine forests and undulating dunes. The par 72 championship course is a challenging mixture of seaside links and parkland holes offering the golfer a unique playing experience.

The hotel boasts 179 deluxe rooms, including 9 suites, all with private terraces or balconies offering unique views of either the Atlantic Ocean or the beautiful championship golf course. All guest rooms have been designed to the highest specification and are elegantly furnished and spacious.

Whatever your idea of perfect relaxation may be, the Praia D'El Rey Marriott is ideally located to offer you a superb choice of activities and leisure pursuits. During summer you can also enjoy our beach facilities and a wide range of water sports activities.

Praia D'El Rey Marriott is dedicated to providing you with a sense of total wellbeing. A state of the art fitness centre is available for your workout and includes an indoor heated pool, jacuzzi and steam bath. Also available is the Atlantic Coast SPA where you can choose a relaxing or invigorating massage, beauty treatments such as facials, manicures and pedicures, or try exotic body polishing, hydrotherapy and reflexology.

Take advantage of your trip to Praia D'El Rey Marriott to explore nature at its best. Take a hiking trip in the surrounding hills or go canoeing in the Óbidos lagoon, considered to be the most beautiful lagoon in Portugal. Praia D'El Rey is just minutes away from the beautiful medieval citadel of Óbidos, a World Heritage site.

www.marriott.com/lisdr www.praia-del-rey.com Phone: 351-262-905100 • Fax: 351-262-905101 • Email: info.pdr@marriott-pdr.com.pt Praia D'El Rey Marriott Golf & Beach Resort • Av. D. Inês de Castro, 1 • 2510-451 Óbidos, Portugal

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Welcome home. Zurich Airport has once again been named Europeâ&#x20AC;&#x2122;s Leading Airport by the World Travel Awards, making 2008 the fifth year in a row. As the gateway to the European Alps, Zurich offers you the best service: connecting you to 120 destinations, allowing you to quickly reach the city center, and providing you with convenient connections to all Swiss cities and bordering countries. www.zurich-airport.com

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LET US CAPTURE YOUR IMAGINATION AND INSPIRE YOU TO DISCOVER LE MERIDIEN LAV, SPLIT 41

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Room keys that open more than doors. they can open minds. Cuisine that explores new pairings while expanding your palate. A hotel that can offer you a new perspective on your destination, and on the way that you see the things arround you. We invite you to discovery. Welcome to Le Méridien Lav, Split.

LE MERIDIEN LAV, SPLIT

N 43° 29 E 16° 33 T +385 21 500 500 lemeridien.com/split

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World Travel Awards 2009 South America Ceremony Rio de Janeiro. 20th October 2009 “Congratulations! The event is so fabulous.” Teresa Zhou, Feature Director, World Traveller Media

Rio de Janeiro will be the fantastic location of this year's World Travel Awards South America Ceremony on 20th October 2009. Travel and tourism companies and organisations from across the region, representing every industry sector will be fighting for their chance to be recognised by the ‘Oscars’ of the travel industry. Rio de Janeiro is the second major city of Brazil, behind Sao Paolo, and is one of the most spectacular places on the planet. Even welltravelled individuals will love what this destination has to offer. Commonly known as just Rio, the city is nicknamed "The Marvellous City". It is famous for its spectacular natural setting, its Carnival celebrations, samba and other music as well as stunning beaches. The most well known and recognised landmark of Rio is the giant statue of

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Jesus, known as Christ the Redeemer, atop Corcovado Mountain, which has recently been named one of the New Seven Wonders of the World. Rio is packed with bars and restaurants for every taste and budget just waiting to be discovered. And the nightlife is as legendary as the city's Carnival! Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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www.worldtravelawards.com

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Is your company truly exceptional or merely average?

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South America Nominations “The winners named in the World Travel Awards South America Ceremony will be companies that take a balanced view, concentrating on customer engagement and on-going product innovation, while continuing to scrutinize costs and yield. We hope that in a small way, World Travel Awards will be able to make a contribution to helping the South American industry to continue to develop in a manner that makes the rest of the world sit up and take notice.” Graham E Cooke, President and Founder of World Travel Awards

South America’s Leading Hotel 2008 – Copacabana Palace, Brazil

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Grand Hyatt Santiago, Chile Finalist - South America's Leading Hotel 2008

Hotel Oro Verde Guayaquil, Ecuador Winner - Ecuador's Leading Hotel 2008

Kiaroa Eco-Luxury Resort, Brazil Winner - Brazil's Leading Boutique Hotel 2008

Alvear Palace Hotel, Buenos Aires, Argentina Winner - Argentina's Leading Hotel 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com The deadline for nomination submissions will be Friday 26th June

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Gold sponsors

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P RO U D H O S T S O F 2 0 0 9 WO R L D T R AV E L AWA R D S

Nestled in a 326-acre pristine nature park in the Riviera Maya, México, Hacienda Tres Ríos is a brand new eco-luxury 273-suite resort 30 minutes south of Cancún’s airport. Its exclusive Endless Luxury All-inclusive Plan defies expectations with the combination of Nature, Culture and Experience. Visit us at the Riviera Maya Stand: HALL 3.1 / 211 www.haciendatresrios.com

Yucatan Holidays launches this spring to become one of the leading promoters of the incredible destinations in the Yucatán Peninsula. Its mission is to create unforgettable moments through the combination of sustainable tourism and the promotion of Mexican culture. www.yucatanholidays.com

, rroyo A o d nts: e s e Or lan r íos p R s e r s– of T o i R O s E C da Tre n e i c ating r e “Ha p and O g otel” n i H d l i n u B Gree l u f s pm, s e 5 c 4 c : u 2 , aS 2009 , 3 1 h Marc n 4.1 o i l i v a P

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World Travel Awards 2009 North & Central America Ceremony Hacienda Tres Ríos Resort, Spa & Nature Park, Yucatan. September 2009. Date TBA “The World Travel Awards Ceremony is a fantastic event and a great networking opportunity for the travel industry…it makes sense to profile with a high profile and well-connected event like WTA.” Zina Neophytou, Travel Distribution Account Director, BBC World Group

World Travel Awards are coming to Mexico to unveil who international travel agents and industry professionals have voted the region’s top operators and destinations in the industry. Recognised by Wall Street Journal as the international travel industry "Oscars", the World Travel Awards is the world’s only global awards of its kind, honouring world class products of exceptional quality and value. The World Travel Awards North & Central America Ceremony is sponsored by Yucatan Holidays, one of the leading promoters of the incredible destinations in the Yucatán Peninsula. Its mission is to create unforgettable moments through the combination of sustainable tourism and the promotion of Mexican culture. The prestigious ceremony will be held on Monday 7th September at Hacienda Tres Ríos Resort, Spa & Nature Park nestled in a 326-acre pristine nature park in the Riviera Maya, México.

Hacienda Tres Ríos is a luxury Caribbean resort just forty five minutes south of Cancún’s International Airport. Here México’s present joins its past and Mexican and Mayan traditions converge to create truly unique experiences. Opened in November 2008, Hacienda Tres Ríos is the first resort of five at Tres Ríos. Hacienda Tres Ríos Resort boasts 273 suites using native materials and featuring breathtaking views of the tranquil turquoise Caribbean Sea. Hacienda Tres Ríos is at the forefront of sustainable tourism development, creating amazing guest experiences while protecting the region’s natural beauty and culture. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

www.worldtravelawards.com

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â&#x20AC;&#x153;The over riding objective of the World Travel Awards is to encourage and stimulate business excellence within the international travel and tourism industry. There is no doubt that this will be a glitzy and exciting evening in Yucatan, but at the same time there will be a very serious purpose behind the event with importance to many North & Central American businesses.â&#x20AC;? Graham E. Cooke, President and Founder of the World Travel Awards

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Is your company truly exceptional or merely average?

Stand up and be counted...

North & Central America Nominations “Winners of the World Travel Awards North and Central America Ceremony are very special brands, dedicated to being the best in aspect of the customer experience. Their success here at a country-wide and global level means they will further improve their international profile as well as reach out to new customers.” Graham E Cooke, President and Founder of World Travel Awards

North America’s Leading Hotel 2008 – The St. Regis Hotel New York, USA

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Trump International Hotel & Tower, New York, USA Finalist - North America’s Leading Hotel 2008

The World Travel Awards serve to acknowledge, reward and celebrate the enormous achievements to be found in all sectors of the global travel industry. As the industry’s highest accolade, there has never been a more valuable time to demonstrate the pursuit of excellence and to win a World Travel Award. The industry urges those companies or organisations who consider themselves to be leading examples of travel and tourism excellence to enter 2009’s World Travel Awards Programme.

Jumeirah Essex House, New York, USA Winner - New York's Leading Business Hotel 2008

AVIS Winner - North America's Leading Car Hire 2008

Mandarin Oriental Miami, Florida, USA Winner - Florida's Leading Spa Resort 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com The deadline for nomination submissions will be Friday 26th June

www.worldtravelawards.com

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Sardinia LOOKING FOR A TREASURE, I FOUND AN ISLAND www.fortevillageresort.com

Forte village SA R D IN IA

Tuscany DREAMING OF A CASTLE, I FOUND A HOME www.castelmonastero.com

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D b e r i

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W S s o t t b r

R w c c B l r w

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Discover a hint of the forbidden… Discover Hilton Beijing Wangfujing. Your door to exciting business opportunities, world-class shopping, dining, entertainment, rejuvenation and culture, delivered with the renowned Hilton service offering bespoke amenities and intimate indulgences. The best way to embrace the mystique of Beijing, with its bewitching natural beauty, historical sights and the inherent grace and hospitality of its people, is from Hilton Beijing Wangfujing. Situated in the heart of Wangfujing Street, one of Beijing’s most prestigious locations, the hotel is in close proximity to the major corporate, cultural and commercial centers of Beijing and a short walk from many major tourist and shopping attractions. This intimate, lifestyle hotel - featuring 255 of the largest guest rooms in the city, including 58 suites, four distinctively designed restaurants and lounges, state-of-the-art meeting facilities and a tranquil spa - invites you to immerse yourself in the various wonders this fascinating city has to offer. Combining style with practicality, the guest rooms are amongst the largest in the city, starting at a comfortable 50 square metres, featuring tastefully decorated interiors with thoughtful touches like aquatic in-room companions, spacious walk-in closets, highly sophisticated in-room technology such as iPod® docking stations, 42 inch LCD televisions and DVD players. Enjoy deep soaking tubs to melt away the day before sinking into the pleasure of the best beds in the world. For meeting and function venues with an enlightening mix of innovation and comfort, why not think outside of the bulb and turn us on. You are in good hands with our state-of-the-art equipment, delectable selections of international specialties and undivided attention by our professional staff. The artistic touches are profoundly portrayed in the hotel’s dining experience with four dramatically styled restaurants and lounges. And you don’t have to be an epicurean to enjoy the distinctive cuisine accentuating exquisite flavors, unique produce and innovative menus, reflective of the hotel’s desire to bring a new level of experience to the Beijing dining scene. When you are exhausted from the day’s work, why not visit our Spa and let your muscles relax and unwind while you uplift the spirits of your mind and body. Pamper yourself with a wide range of wellness rituals, using the beneficial properties of the traditional Chinese remedies, elixirs and essential oils. Our treatments will help you restore, rejuvenate, and refresh your body, enhance circulation and energy flow, leaving you totally rebalanced, so that you are ready for the next big day! Remember your favorite vacation where you wished the time would come to a halt. Then, imagine the same scenery with cheerful staff who calls you by your name at your service in every corner you turn. It’s all possible here. Everyone here at the Hilton Beijing Wangfujing is delighted to transport you to a life that feels like a continual holiday whether you are here on business, rediscovering Beijing or enjoying a spontaneous getaway, you will love every minute of it.

Hilton Beijing Wangfujing 8 Wangfujing East Street, Dongcheng, Beijing, China, 100006 Tel: +86(0) 10 5812 8888 Fax: +86(0) 10 5812 8886

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World Travel Awards 2009 Asia, Australasia & Indian Ocean Ceremony Singapore. October 2009. Date TBA. “A wonderful evening, well organized and well run. Congratulations!” Anita Chan MBA, VP Development Asia Pacific, Small Luxury Hotels of the World

Singapore is set to be in sparkling form as the Winners of the Australasia, Asia & Indian Ocean World Travel Awards are announced on 24th October 2009. Attended by VIP’s and leading industry figures, this event is set to be an outstanding success and a testament to the extraordinary innovation and diversity that is seen in the tourism industry. Singapore is one of the most enjoyable cities in Southeast Asia. As you zoom in from one of the world's best airports along the lushly tree-shaded expressway or on the zippy MRT train line, you'll quickly realise this is no traffic-snarled Bangkok. And as you stroll through the fashion emporiums of Orchard Rd, poke around antique shops in Chinatown or take a walk around one of the dozens of beautiful city parks. Singapore is a popular travel destination, making tourism one of its largest industries. About 9.7 million tourists visited Singapore in 2006. To

www.worldtravelawards.com

attract more tourists, the government decided to legalise gambling and to allow two casino resorts to be developed at Marina South and Sentosa in 2005. To compete with regional rivals like Hong Kong, Tokyo and Shanghai, the government has announced that the city area would be transformed into a more exciting place by lighting up the civic and commercial buildings. Cuisine has also been heavily promoted as an attraction for tourists, with the Singapore Food Festival in July organised annually to celebrate Singapore's cuisine. Singapore's soul is alive and well - and it is unique. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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www.worldtravelawards.com

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Is your company truly exceptional or merely average?

Stand up and be counted...

Asia, Australasia & Indian Ocean Nominations “The awareness of hospitality through your event has risen here in Shanghai and beyond, which is very beneficial for the tourism industry in China. You have brought top international flair to China, which we are very grateful for and will support to best of our capabilities now and always.” Jan Büttgen, General Manager, Hospitality Services, 88Xintiandi, Shui On Development Limited

Asia's Leading Business Hotel 2008 – Pan Pacific Singapore

“Since the World Travel Awards began 15 years ago, worried consumers have increasingly relied on the winning line-up to give them peace of mind and help them make informed choices from a bewildering choice of products. It means that the winners can benefit commercially as well as seeing an increase in brand profile,” Graham E Cooke, President and Founder of World Travel Awards

www.worldtravelawards.com

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The Taj Mahal Palace & Tower, India Winner - India's Leading Suite 2008

Banyan Tree Hotels & Resorts Winner - Indian Ocean's Leading Hotel Brand 2008

One&Only Le Saint Geran, Mauritius Winner - Mauritius' Leading Spa Resort 2008

Cathay Pacific Winner - Asia's Leading Airline 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com The deadline for nomination submissions will be Friday 26th June

www.worldtravelawards.com

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FVW F

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WHAT ALSO COUNTS IS WHO’S LISTENING... At the foremost gathering of world leaders in Travel & Tourism we focus on who’s listening as well as who’s speaking. The Summit brings Chairs and CEOs of the world’s top Travel & Tourism companies together with leaders of government and journalists from across the world. Global leaders will discuss the theme ‘Real Partnerships – Energising Economies’ in Brazil. For further information on the Summit visit www.globaltraveltourism.com

FVW Full Page 297x420.indd 1

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Is your destination ready for the mobile web? Worldwide there are more digital mobile phones than televisions and PCâ&#x20AC;&#x2122;s and travellers and city goers alike are increasingly using mobile phones to access city information while on the go.

Visit http://world.mobi/city for more information on how World Mobi can help your destination harness the power of the mobile web.

Visit Berlin.mobi on your mobile phone for Berlin mobile city guide. ÂŠ World Mobi Limited info@world.mobi +44 (0) 44 7925 0000

Berlin.mobi powered city.mobi

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numbers@fortunecookie.co.uk

+44 (0)870 736 1000

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World Travel Awards 2009 World & Caribbean Ceremony Sandals Whitehouse European Village & Spa, Jamaica. 30th October 2009 "This is the big one and the eyes of the world will be on Jamaica to find out exactly who has claimed the travel industry’s highest accolades” Graham E Cooke, President and Founder of World Travel Awards

The final of the renowned World Travel Awards – described by the Wall Street Journal as the ‘Oscars’ of the travel industry – takes place at Sandals Whitehouse European Village & Spa in Jamaica on 30th October 2009. Senior travel industry management worldwide will be travelling to Jamaica for the star-spangled award presentation, culmination of the 2009 Grand Tour of regional ceremonies stopping in Middle East, South Africa, Yucatan, Portugal, Brazil and Singapore. The newest resort in the Sandals group, Sandals Whitehouse European Village & Spa is ideally located on the pristine shores of Jamaica’s uncharted south-west coast. Two miles of beaches and secret coves and 50 acres of well-tended gardens enfold the resort, which is itself surrounded by a 500 acre nature reserve. The resort comprises there charming villages, themed in Dutch, French and Italian styles, set around an Italian Piazza. The resort offers stunning beachfront rooms, a choice of à la carte restaurants, from white-glove dining to barefoot elegance; all premium brand wine and spirits, including an exclusive partnership with California's legendary Beringer Vineyards; luxurious

www.worldtravelawards.com

accommodations in a range of categories; unrivalled watersports including the Caribbean's largest PADI certification program; Butler Service for truly indulgent pampering; Preston Bailey Signature WeddingMoons® and signature Red Lane® Spas, with services and treatments inspired by the region. The 360 all-oceanview rooms and suites boast views that will capture your imagination. Even with all the wonderful activities on offer, you’ll be reluctant to tear yourself away! Sandals Resorts has set the industry standard for the luxury included vacation and has been voted the Caribbean’s Leading Hotel Brand at the World Travel Awards for 14 years in a row, and World's Leading All-Inclusive Company for 12 years in a row. Tickets to World Travel Awards events are always highly in demand therefore early booking is always recommended. To secure your seats for this fantastic event, please contact our events team using the details below: Email: booking@worldtravelawards.com Tel: +44 (0)207 925 0000

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“These are very important awards… We look forward to these awards and work hard to make sure that we are here again... We make sure that we stay ahead of the crowd so that nobody takes it away.” Gordon "Butch" Stewart, Chairman of Sandals Resort – Bahamas' Leading Resort, Cuba's Leading Resort, World's Most Romantic Resort, World’s Leading Family All Inclusive

www.worldtravelawards.com

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Is your company truly exceptional or merely average?

Stand up and be counted...

World Nominations “The WTA are one of the most prestigious awards for the travel industry and our hotel has been recognized on seven occasions previously, we look forward to another successful year in 2009’” Patrick Griffin. Regional Managing Director Orient-Express Hotels, Australia

World’s Leading Hotel 2008 – Burj Al Arab, Dubai

"Nothing can compare with winning one of the World Travel Awards, it’s quite simply the highest accolade any location or travel company can ever hope to achieve and says more about them than any brochure can communicate, any picture can mirror, any personal testimonial can express." Graham E Cooke, President and Founder of World Travel Awards

www.worldtravelawards.com

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Etihad Airways Winner - World's Leading First Class 2008

Shamwari Game Reserve, South Africa Winner - World's Leading Safari & Game Reserve 2008

Cap Juluca, Anguilla Winner - Anguilla's Leading Resort 2008

Sandals Resorts International Winner Winner - Caribbean's Leading Hotel Brand 2008

A 2009 Nomination Form is available to download from www.worldtravelawards.com The deadline for nomination submissions will be Friday 26th June

www.worldtravelawards.com

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J A M A I C A

T U R K S

C A I C O S

LUXURY INCLUDED FOR THE WHOLE FAMILY

OS RKS AND CAIC AT BEACHES TU E AG LL VI N IA THE NEW ITAL ANNOUNCING

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world offer more than Beaches Luxury

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LUXURY INCLUDED FOR TWO PEOPLE IN LOVE

JAMAICA

ANTIGUA

Sandals has a long established reputation as a premier resort chain in the Caribbean, dedicated to choice, style, service and uncompromising standards. Champions of innovation and change, Sandalsâ&#x20AC;&#x2122; exclusive resorts set the industry standard for excellence in the Caribbean, and indeed the world. In years gone by, Sandals was the first Caribbean hotel to use jacuzzis, the first to offer satellite

S T. L U C I A

BAHAMAS

television service, the first to introduce swim-up

and indulgence. The latest luxurious unveilings

pool bars and the first to guarantee that every room

include Millionaire Suites with 180 degree

is fitted with a king-size bed and a hair dryer. Now in

uninterrupted views of the Caribbean Sea, private

our 27 successful year, Sandals luxurious offering

plunge pools and expansive sun decks, as well as

includes up to 11 speciality a la carte restaurants

unique Swim Up River Suites with romantic private

serving gourmet cuisine, coupled with white-

river entrance; and coming soon, the Caribbeanâ&#x20AC;&#x2122;s

gloved service and quality pouring wines produced

first overwater bungalows.

exclusively by Beringer vineyards. Inspiring suites continue the theme of opulence, becoming more

At Sandals, more than you ever expected is just

luxurious with each passing year, including a unique

the beginning.

partnership with the Guild of Professional English Butlers that allows guests the ultimate in relaxation

www.sandals.co.uk

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World Travel Expo will for the very first time showcase the pivotal importance of the travel and tourism industry to a global audience at the heart of one of the most important and best attended events that the world will ever stage. The world's most sought after destinations, resorts, specialist tour and event organisers, corporate business planners and elite buyers will meet to conduct business in a unique event co-located alongside the 2010 FIFA World Cup in Johannesburg South Africa. World Travel Expo is a must attend event for those companies involved in the travel and tourism market-place and those interested in assuming a market share in the US$600 billion a year sports tourism industry.

www.worldtravelexpo2010.com

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Luxury meets history at Raj Palace A former home of the Maharaja, the glorious Raj Palace oozes a palatial opulence that makes it more than a luxury hotel.

Built in 1727 to be Jaipur’s first palace, it serves as an unrivalled specimen of the Pink City’s charm and mystique. The fortified walls, gold-leaf walls, historic artefacts and beautiful courtyards border on the spiritual. Princess Jayendra Kumari, descendent of the Maharaja, converted the Raj into an exquisite luxury hotel in 1996. The outcome is rather special, and seamlessly blends the palace’s original features with state-of-theart facilities. The hotel has since won plaudits across the hospitality industry, including being voted “World’s Leading Heritage Hotel” at the 2008 World Travel Awards Grand Final. Many of the 29 rooms and suites are furnished with rare artefacts and priceless antique furniture, while hand-painted frescos and breathtaking crystal chandeliers feature throughout. Used by the ruler himself, the Durbar Mahal Suite apartment is fit for modern day maharajas, and indeed a favourite of dignitaries across the world. After taking in the sweeping views of Jaipur city and the Aravali mountains, step inside the double-height reception room and marvel at the vaulted ceilings, gold-leafed painted walls, Stucco work, and gold and silver furniture. A sleeping chamber for the Thakur Sahib comes complete with overhanging Jharokas from where the Maharaja used to give his public addresses. Find the private passage connecting the different pavilions and the Zenana. The suite even features a private museum displaying the Old Throne and Bolsters of The Thakur Sahib.

www.breakingtravelnews.com

The hotel has one of the biggest crystal chandeliers in India and a beautiful antique crockery museum with a collection of around 200 years old antique crockery used by the royalty, including the Maharaja of Jaipur and Maharani of Jaipur. The Palace also has the pictures of the famous people who have visited, dined or stayed here, including Sawai Jai Singh, Maharani Gayatri Devi, Lord Mountbatten, Maharaja Man Singh, Rawal Sangram Singh of the Samode Palace, Amitabh Bacchan, Fredrick Forsyth and Elaine Page, as well as many other famous Kings and Queens and various dignitaries belonging to the Royal Families all over the world. To make your stay even more adventurous and luxurious try out the spa, Ayurvedic and Kerela massages, beauty and herbal treatments to rejuvenate your mind, body and soul. The hotel also runs elephant and camel safaris to the Amber Fort every morning to see the historical sites of Jaipur. The pink city of Jaipur is known for many historical places like the Hawa Mahal, the Jantar Mantar, the City Palace, the Amber Fort, the Rambagh Palace, the Jai Mahal, the Albert Hall Museum, as well as many other forts, palaces, castles, and haveli's with very rich heritage and architecture. Further information The Raj Palace – Jorawer Singh Gate, Amer Road, JAIPUR T: 91 (0) 141 2634077

www.rajpalace.com

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Coco Reef Tobago opens paradise spa The Coco Reef Resort & Spa – Tobago, voted “Caribbean’s Leading Hotel” at the 2008 World Travel Awards, has just become even better following a major renovation of its spa facility.

Included in the $500,000 renovated and upgraded Coco Spa is a wide selection of state-ofthe-art Cybex exercise equipment. These feature both an Aerobic Exercise Room and an area featuring the very latest in strength machines. Cybex, long regarded as the “Rolls Royce” of spa equipment, sent expert technicians to Tobago to oversee the installation of the new equipment. The new spa has already been highly acclaimed by the many repeat guests staying at the Resort. Mr. Brian Hadley, a seven time visitor to the resort, said: “Every year Coco Reef provides new amenities for its guests. The new exercise equipment is truly a fabulous upgrade to the Resort’s facilities.” General Manager Eric Feniet said: “Our repeat guests who make up over 47% of the Resort’s clientele expect and deserve to see that we continually upgrade and invest in

the property's facilities. The newly opened Spa is a further indication of our commitment to this endeavour”. John Jefferis, J.P., the owner of Coco Reef Resorts Ltd, said: “Even during these less than buoyant times we will continue with our company’s policy to make the necessary capital investments in order to meet the continually increasing expectations of our most cherished customers. In Bermuda we are currently constructing a 4,000 square feet Fine Art Gallery which will open on 1 May 2009. The development, which is estimated to cost in excess of six million dollars, will add a new and unique amenity to our Bermuda Resort.” Jefferis added: “In today’s increasingly competitive tourism market those hotel properties that do not make significant investment and innovation in their facilities and services will not be sustainable.”

The Coco Spa offers a new Spa Menu which includes: Signature treatments such as Lessons in Love Massage, Morning Glory, Black Mud Body Wrap, facial therapies, body treatments, massage therapies and a variety of Salon services. Coco Reef Resort & Spa – Tobago is considered one of the most spectacular resorts in the Caribbean. Located along the southwest coast of Tobago, the hotel is set at the end of a Royal Palm lined driveway in 10 acres of beautifully manicured tropical garden with its own private white sand beach. It offers luxurious accommodation in 135 rooms, suites and villas, memorable cuisine and outstanding service all enhanced with a feeling of true Tobagonian hospitality. Tobago is an island of unique beauty, with breathtaking rainforests, fascinating historical sites and unrivalled beaches.

Coco Reef Resort & Spa is dream of John Jefferis who spent three years researching and developing his vision of paradise, culminating in the official opening on 1 January 1996. Over a decade on and it is regarded as Tobago’s premier beachfront hotel, sitting on ten acres of tropical gardens. It provides the ultimate Caribbean vacation in a casually elegant setting. The fruits of the combination of hard work and its beautiful setting were rewarded at the 2008 World Travel Awards Grand Final, when Coco Reef Resort & Spa was voted “Caribbean’s Leading Hotel”. Reservations: 868 639 8571 Fax: 868 639 8574 Email: cocoreeftobago@ trinidad.net

www.cocoreef.com

www.breakingtravelnews.com

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Jonathan Worsley co-organiser of the Arabian Hotel Investment Conference (AHIC) and Chairman, Bench Events Jonathan Worsley is responsible for launching and co-organising the Arabian Hotel Investment Conference, which takes place on 2-4 May 2009 at Madinat Jumeirah, Dubai. BTN met Jonathan to find about what he has planned for this year’s AHIC and why the current climate presents an ideal opportunity to “separate the serious players from the cowboys”.

BTN: What can we expect from this year’s AHIC?

needs of the hotel investment industry

JW: AHIC is now into its fifth successful year. We have worked hard to bring different perspectives and fresh faces to AHIC. We have some outstanding speakers and I’m very excited about the panel sessions which reflect the current investment environment. I believe that those participating will be much more candid than in previous years and with panels you never know where the discussion is going to go! Plus with audience questions you always get insight on the ‘tough topics’.

We are at a stage where people, who have previously been priced out of the market, have a chance to get back into the game. While it may seem that there is little scope for growth that is not really the case.

Due to the current economic environment, I sincerely believe that this AHIC will be one of the most interesting and important we have had to date. The current environment has been welcomed by a lot of people as a chance to separate the serious players from the cowboys. BTN: What is the inspiration behind this year’s theme? JW: Our inspiration is always gathered directly from the hotel investment industry, and we have a fabulous advisory board which steers the programme. To be honest we changed the theme three times this year! As unhappy as it makes our web designers it demonstrates our dedication to providing content that reflects the

www.breakingtravelnews.com

BTN: How are preparations going? JW: Good! From my side most of the hard work is out of the way. We have put together an excellent programme and speaking faculty. At the moment we are working with The Address and Jumeirah on what promise to be fantastic receptions on the 2nd and 3rd of May. The AHIC receptions are an amazing networking opportunity plus always lots of fun! BTN: Which speakers are you looking forward most to hearing? We have also brought together an excellent panel to kick off the conference with some of the most brilliant minds in their field including: Dr. Henry Azzam CEO of Middle East and North Africa, Deutsche Bank; Steve Rushmore, founder of HVS and Arthur De Haast, Global CEO of Jones Lang LaSalle Hotels. We also have CEOs from around the world including Eric Danziger of Wyndham Hotel Group; Kurt

Ritter of The Rezidor Hotel Group; and Ed Fuller of Marriott to name but a few. We also have numerous industry leaders from the region participating in the conference and a selection of participants include: HRH Prince Sultan Bin Salman Bin Abdulaziz Al-Saud; President & Chairman of the Board of Saudi Commission for Tourism & Antiquities (SCTA); HE Sultan Bin SulayemChairman, Dubai World; and HE Mubarak Al Muhairi, Director General of the Abu Dhabi Tourism Authority. BTN: What was the highlight of last year’s event? JW: There were many! Last year we had plenty of owners from the region participating. For example, we had a session, strictly with owners, who provided us with an insight on their views of the hospitality industry. Later that afternoon, the hotel industry captains joined a panel and reflected on what was said in the earlier owner’s session and discuss their perspective. The India Summit was certainly a highlight. For the first time, AHIC hosted a half day summit on 3rd May which was a fantastic opportunity to learn about investment opportunities in India and personally meet project developers and investors. BTN: The global economic climate is rather different now compared to last year. What can delegates learn about navigating through the economic storm by attending? JW: Compared to last year, particularly in this region, we see many investors are in a bit of a holding pattern waiting to see how things will play out over the next few months. There is a great deal of rumour and conjecture but not a great deal of facts floating around at the moment.

That is why AHIC is really more important than ever this year as it gives the industry a chance to really come together and discuss what is actually going on and happening on the ground. We have put together sessions to pool industry knowledge and provide practical take aways on getting through the economic downturn. Sessions such as: Survival Of The Fittest?, Key Ingredients For Developing A Successful Project In Turbulent Times and Structuring A Successful Deal To Get The Money are all examples. BTN: What’s the thinking behind this year’s Summit focussing on Saudi Arabia? JW: The Saudi Summit is new to AHIC this year. The Kingdom holds a great deal of promise, now more than ever, and this Summit will provide details on investment opportunities and a strategy for growth. BTN: What improvements/ changes are you making to this year’s event? JW: We always try to build on the success of the previous year. Content is always key but this year we really have worked hard to make sure it is right on the money. As of December last year Bench Events has had an office in Dubai which has given us on the ground insight. I think this has assisted in our effort to reach out to local players and get them more involved. Also, for the first time we are launching the ‘AHIC Investment Den’. Based on the TV show the ‘Dragon’s Den’ we have invited some of the most exciting projects in the world to come and present in front of our expert line up of judges.

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Whatâ&#x20AC;&#x2122;s on... October

March 18/03/09 - 21/03/09

30/04/09 - 04/05/09

31/05/09 - 03/05/09

MITT

Mexico Showcase & Travel Expo

IATA/AGM

Moscow International Travel & Tourism (MITT). www.mitt.ru/en

www.iata.org/events/agm

www.mexico-showcase.com June

24/03/09 - 26/03/09

May

11/06/09 - 14/06/09

CATHIE

02/05/09 - 04/05/09

ITEK Hong Kong

Central America Tourism Hotel Investment Exchange (CATHIE) www.cathieconference.com

AHIC

www.itehk.com/ITEHK

26/03/09 - 27/03/09

British Travel Trade Fair The Best of Britain & Ireland Travel Trade Forum (formerly the British Travel Trade Fair www.britainandirelandevent.co.uk 31/03/09 - 02/04/09

The 5th Arabian Hotel Investment Conference (AHIC) www.arabianconference.com

13/06/09 - 19/06/09

Australian Tourism Exchange www.tourism.australia.com

04/05/09

World Travel Awards Middle East Ceremony Dubai, UAE

15/06/09 - 18/06/09

17/10/09

World Travel Awards European Ceremony www.worldtravelawards.com 18/10/09-25/10/09

ABAV www.abav.com.br 21/10/09-23/10/09

ITB Asia 2009 www.itb-asia.com

ALTM Asia Luxury Travel Market (ALTM) www.altm.com.c

October

September

World Travel Awards South America Ceremony, Rio

GIBTM

www.worldtravelawards.com/

Gulf Incentive Business Travel and Meetings Exhibition (GIBTM) www.gibtm.com

05/05/09 - 08/05/09

Sept- TBA

www.worldtravelawards.com

Arabian Travel Market

October

Indaba 2009

World Travel Awards North & Central America Ceremony, Hacienda Tres Rios, Yucatan

www.indaba-southafrica.co.za

www.worldtravelawards.com

April

www.arabiantravelmarket.com

01/04/09 - 02/04/09

Travel Distribution Summit Asia

09/05/09 - 12/05

http://events.eyefortravel.com/td sasia/conference 09/04/09 - 11/04/09

World Travel Fair www.worldtravelfair.com.cn 14/04/09 - 16/04/09

The 13th Annual Caribbean Hotel & Tourism Investment Conference www.caribbeanhotelandtourism.com

08/09/09 10/05/09

World Travel Awards Africa Ceremony ICC Durban, South Africa

World Travel Awards Asia, Australasia & Indian Ocean Ceremony www.worldtravelawards.com

CIBTM www.cibtm.travel 13/09/09-15/09/09

The Trade Show www.thetradeshow.org

30/10/09

World Travel Awards 2009 Grand Tour Final. Jamaica www.worldtravelawards.com

www.worldtravelawards.com

20/09/09-22/09/09

15/05/09 - 19/05/09

HICA

WTTC Global Tourism Summit

Hospitality Investment Conference Africa (HICA) www.hica.co.za

November 09/11/09-12/11/09

World Travel Market www.wtmlondon.com

www.globaltraveltourism.com/ 22/09/09-25/09/09

PowWow

PATA Travel Mart 2009

www.tia.org/powwow/index.html

www.pata.org

16/05/09 - 21/05/09 22/04/09 - 23/04/09

Visit Scotland Expo www.visitscotlandexpo.com

December 07/12/09-10/12/09

ILTM www.iltm.net

www.breakingtravelnews.com

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Far-reaching website enters market Consumers these days have frustration with call centres. With the rise of broadband people are turning to the internet for their questions. Virtual assistants allow us to ask questions 24/7 on their own schedule. For the travel industry this offers an opportunity to save on costs associated with customer service based questions. Clients typically receive 30 percent reduction in emails and 25 percent reduction in call centre costs. Ask-theworld.com is a website that delivers information for the travel and tourism sector. It is using a Lingubot service which is the actual virtual, interactive assistant capable of holding conversations with web users in real time. Lingubots are unique in their ability to understand the context of questions, which in turn enables them to emulate human conversation â&#x20AC;&#x201C; a feature thatâ&#x20AC;&#x2122;s unique in the world of natural language solutions. Lingubots are easy to implement and manage and do not require any technical or programming skills. Over the past five years a suite of tools have been developed that manage the entire authoring process: from database access and management to testing. Lingubots are based entirely on open systems, and integrate

www.breakingtravelnews.com

seamlessly with the current technology platforms. The same principle applies to the user interface. It could be a very simple, static image. Or it could be a branded, animated character. Virtual Assistants are ideal for the travel industry. Clients who have used virtual assistant technology include major players in banking and publishing including Lloyds TSB and BBC and within the travel sector Etihad has become the leader in adopting virtual assistant technology. The new feature that Etihad has implemented has consumers to find answers to their questions without worrying about the hassle of a calling centre. According

Companies can place the asktheworld.com program into their websites where users can enter a question to a virtual assistant. ask-theworld.com is a preview of the next step for hospitality providers such as hotels, airlines, and car rental companies to personalize their online offerings and deliver meaningful information for travellers. Hospitality companies can tailor their online representative to reflect their company for example: Etihad Airways have used the ask-theworld.com platform to create an airline stewardess in their classic airline stewardess uniform. Virtual Assistants are currently processing about two million transactions a month within the UK (with an average accuracy rating of over 90%).

For more information, please visit

www.ask-theworld.com

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SPECIAL INTERVIEW

BTN talks to Europcar’s Jehan de Thé Jehan de Thé is the Global Marketing Director of Europcar. After attending the European Business School in Paris, Madrid and London, he first joined Europcar France in 1990 as International Market Manager. His other roles include Commercial Director, Holiday Autos France and Director of the Car Program for Expedia Europe, where he launched the Expedia international car product turning it in a profitable business. BTN: What brings you to ITB 2009? JdT: Europcar has been attending ITB since 1974, so there’s a long history between ITB and Europcar! ITB is the key meeting point for the tourism industry, in fact the largest of its kind. And it is at ITB that Europcar’s worldwide network meets every year in a single place for several days. This gathering serves as a high level introduction forum where many valuable exchanges are initiated, and above all gives Europcar the wonderful opportunity to meet our business partners and develop future synergies. BTN: What initiatives are Europcar developing now that will ensure you remain the car rental leader in sustainability? JdT: As the European leader, Europcar has decided to take a systematic approach to sustainable development and measures the effectiveness of its initiatives in a transparent manner. The development and certification of the Europcar Green Charter are part of this innovative approach. In this respect, our initiatives cover a number of important areas: • A green fleet respecting and anticipating the most recent standards of CO2 emission. • The implementation of water recycling or hydrocarbon separator units in order to comply with the environmental and safety requirements. For instance, in corporate countries, main stations are already equipped with cCar wWash recycling.

• Europcar has also implemented a supplier listing policy taking into account environmental, safety, health and ethical commitments: the utilisation of non toxic products for the vehicles preparation must be applied according to this supplier listing policy. • A programme to reduce paper for both our customers and employees with our paperless concept, e-voucher and einvoicing. • we have signed a partnership with Climate Care to offer our customers carbon offsetting opportunities. BTN: What is the key to running a company both responsibly and profitably? JdT: The key stands in the awareness that our company has both an economical and social part to play. Europcar conveys to its employees, customers and business partners that renting a car does not mean renting at any cost. We can rent cars in a way that is adaptable to people’s needs in terms of mobility while being respectful of the environment at the same time. BTN: Do green initiatives fear taking second place during the downturn? JdT: A recent European study on transport and mobility analysed Europe’s habits and behaviour regarding transportation. The study shows that the environment comes far behind price and security in consumers’ concerns.

So you are right to say that there is a risk. However, we feel that Europcar is not susceptible. With the certification of our Green Charter, we are committed to sustainable development for the years to come. It is our objective to highlight the tight link existing between transport and ecology. BTN: What can the travel industry do collectively to become more sustainable? JdT: Travel sector players should raise their voice and act as examples. Environment is the raw material of tourism: If we don’t protect our planet, no one will either travel or drive on it! As far as Europcar is concerned, internal processes favouring the eco-citizen behaviour of employees and suppliers have been implemented. Additionally, Europcar focuses on a fleet with the least harmful effects (electric hybrid, etc). The reduction of CO2 emission is promoted and this information is now available on internet as well as the carbon offsetting programme with Climate Care. BTN: How does this “perfect storm” downturn compare with those past and what is Europcar’s strategy to see you through it? JdT: We are proud of our performance to date and we have made tremendous progress in 2008, but this is no time to be complacent.

we undertook last year, across all countries and segments. We have accelerated the adjustment of our fleet to lower demand, and strengthened our actions to improve operating flexibility and efficiency, as well as fleet and network productivity. Thanks to these measures, we expect to come out stronger from the downturn. BTN: And how will the global car rental market change as a result of the downturn? JdT: The economic and industry environment has become increasingly difficult in the past few months and demand has weakened, creating new challenges, such as longer holding period for the vehicles. Customer and business partner expectations towards price and sustainable development are raised everyday confirming Europcar’s strategy is going in the right direction. It is however difficult to make predictions on the scope of these changes. More than ever, it is important to focus on our fundamentals. BTN: What and where do you see as your new markets? JdT: We have made five major acquisitions since May 2006. There are of course many opportunities of growth but going forward, our main focus is on organic growth and leveraging of our current network.

We have further reinforced the revenue enhancement initiatives