Top Deck #16

TopDeck

In this issue. Al-MadinahOrlandoGdanskGalashielsAarhusAntequeraNerjaWashington DCBerlinNew YorkSt PetersburgNorwichOsloSantanderSharjah

Stage II/Issue 16

New Destinations Middle East, Europe & America

SA / Trade Shows IPW U ducts, Sell More ro / Upselling Bundle P City Sightseeing Worldwide Magazine September 2017.

Locally written, globally distributed

New Hybrid & Electric

Approved Qualified Partner of

OVER 300 OPEN TOP DOUBLE DECKER BUSES OPERATING IN 25 COUNTRIES ALUMINIUM FRAME NOW AVAILABLE LOW COST ALTERNATIVE SOLUTIONS AVAILABLE ROOF OPTIONS ON THE UPPER DECK INCLUDE FULLY OPEN, FOLD OPEN, FIXED SIDE, FRONT CANOPY, ETC. UPSTAIRS SIDE WINDOWS OPTIONS: SLIDING, REMOVABLE, DOUBLE OR WITH ELECTRIC OPENING SYSTEM UP AND DOWN VEHICLES 10,5, 12 OR 14 METERS LONG AVAILABLE UNVI: LEADING GLOBAL SOLUTIONS FOR YOU

FOR MORE INFORMATION PLEASE CONTACT WWW.UNVIBUS.COM · EMAIL: info@unvi.es · TLF: +34 988 980 600

UNVI NORTH AMERICA, LLC

UNVI BUS & COACH LTD www.unvibusandcoach.co.uk

UNVI CARS & BUS DIRECT www.unvi.fr

2

Message from Enrique Ybarra / President & CEO City Sightseeing Worldwide

Seville, Spain. The home of the first ever City Sightseeing operation which started on the 31 March 1999

Dear friends,

We have just left behind the summer and, with it, the high season of tourism in the Northern Hemisphere. From what I have known about your operations, it has been a great season for the entire City Sightseeing family.

UNWTO figures show that there is an increasing number of travellers and, to the same extent, the number of City Sightseeing passengers. It is very satisfying to know that all our promotional efforts are paying off, and we must also thank all the work you do in your cities, for a good experience of your customers can lead to more customers for another.

On the other hand, our international network is still growing, which has led to greater brand exposure. We have launched nine new operations so far in 2017, as you will see on pages 10/17.

Exciting destinations are adding new attractions to the City Sightseeing portfolio, more and more interesting to the travel industry and customers.

In this issue of Top Deck you will find more interesting content that has emerged in our global network. Of all of them I would like to highlight one: our very dear colleague, Graham Toone, passed away. For many years, Graham was the gentleman of City Sightseeing and his loss will be felt greatly.

On another note, Mandy Gaughan, former Deputy Managing Director, left City Sightseeing in August after 16 years to start a new exciting chapter in her life. I would like to express my gratitude, emphasising her loyalty, hard work, and unyielding contribution.

With my best wishes,

03

TopDeck

In this issue. Al-MadinahOrlandoGdanskGalashielsAarhusAntequeraNerjaWashington DCBerlinNew YorkSt PetersburgNorwichOsloSantanderSharjah

/ Contents

Stage II/Issue 16

New Destinations Middle East, Europe & America

/ Trade Shows IPW USAucts, Sell More / Upselling Bundle Prod City Sightseeing Worldwide Magazine September 2017.

Locally written, globally distributed

TOP DECK has now entered into Stage II, with a new design and content layout. There have been 55 issues of Top Deck over the last 18 years.

/ Staff Editor Antonio M. Ortega. press@city-ss.com Associate editors Richard Morgan & Mandy Gaughan.

Contributing writers Lauren Mogannam, Rocio Aparcero, Oliver Nicholls, Gonzalo Ruiz, David McMaster, Daniel Vidal, David Strainge, Malika Gharred, Var Na-Ji Gritbakk, Marcos Ybarra, Piru Galan, David Chien, Sergei Lavrentyev, Steve Burd and Isaac Flores.

Production Antonio M. Ortega.

Publisher City Sightseeing Worldwide

We welcome your views about TOP DECK and any stories you might have. Please send any suitable items for inclusion to: topdeck@city-sightseeing.com Printed by: Egondi Artes Gráficas This edition of Top Deck has been printed on CREATOR STAR FSC paper, where the virgin fibre comes from forests with strict criteria towards environmental protection. This FSC certified paper also incorporates other environmental standards such as chlorine-free bleaching. The FSC logo identifies products from well managed forests which are certified in accordance with the rules of the Forest Stewardship Council.

Al-Madinah The Radiant City is now part of the City Sightseeing Family 06/07

Report: Travel Industry Global Economic Impact – WTTC update

08/09

Inverview: Mike Rea – Tourism Cares

10/17

Special Feature: New City Sightseeing Destinations

18 Views expressed in the pages of TOP DECK are not necessarily those of City Sightseeing Worldwide, their Franchisees, Associates and Partners or the Editors.

04

Special Feature: Promotion at the IPW USA

20/21

30/31

22/23

32/33

24/25

34/35

The World of City Sightseeing Special Feature: All About Upselling Special Feature: City Sightseeing Moscow 5th Anniversary

26/27

Internal interview: Mandy Gaughan – Deputy Managing Director

28/29

Suppliers: UNVI

Gallery / Corporate News Gallery / Tour News Gallery / Staff stories

36/37

Gallery / Customers & Richard Morgan’s Ramblings

38

The Wall

READY TO RUN and save fuel

With more than 3000 hybrid buses in operation, Volvo is the world leader. Perhaps explained by the fact that we offer the most fuel-efficient and reliable hybrid bus on the market: with significant fuel savings, reduced emissions and proven to be No. 1 hybrid in uptime.

The Volvo B5LH Hybrid will turn your city into a better place, combining capacity and environmental care.

Electric drive is far more efficient than combustion. In addition energy is constantly recovered when braking and going downhill. Furthermore, passengers on-board, at the bus stop as well as nearby residents will enjoy the silent take off in electric mode.

Welcome to join our journey towards cleaner and profitable public transportation at volvobuses.es

VOLVO B5LH HYBRID

05

Tourism / Ongoing Growth for Six Years in a Row

T

This is the sixth year in a row that Travel & Tourism has outpaced the global economy, showing the sector’s resilience, and the eagerness of people to coninue to travel and discover new places, despite economic and political challenges across the world.

The WTTC has released its latest report on the Travel & Tourism industry. The tourism sector has outpaced the global economy for the sixth consecutive year and remained as a key industry for economic development and job creation throughout the world.

In 2016, Travel & Tourism directly contributed US$2.3 trillion and 109 million jobs worldwide. Taking its wider indirect and induced impacts into account, the sector contributed US$7.6 trillion to the global economy and supported 292 million jobs in 2016. This was equal to 10.2% of the world’s GDP, and approximately 1 in 10 of all jobs.

At first, travelling was a luxury, however, today it is something that people need in their lives. Indeed, what the WTTC figures reveal is the eagerness of people to continue to travel and discover new places, despite economic and political challenges accross the world.

This is the sixth year in a row that Travel & Tourism has outpaced the global economy, showing the sector’s resilience and confirming that the travel industry is currently is one of the engines of the world economy.

Travel & Tourism is an export sector, attracting foreign spending to a country in the form of international visitors. In 06

2016, global visitor exports accounted for 6.6% of total world exports (a total of US$1.4 trillion) and almost 30% of total world services exports.

The outlook for the Travel & Tourism sector in 2017 remains robust and will continue to be at the forefront of wealth and employment creation in the global economy, despite the emergence of a number of challenging headwinds. Travel & Tourism forecasts over the next ten years also look extremely favourable with predicted growth rates of 3.9% annually.

The UNWTO forecasts match and, considering a 3.9% increase, the UN organisation for the travel sector states that by 2027 the industry will represent the 11% of world’s GDP with 380 million jobs. Between January and April of 2017, international tourist arrivals worldwide grew by 6% compared to the same period last year, with business confidence reaching its highest levels in a decade. Destinations worldwide received 369 million international tourists. Big opportunity in sight!

3.1%

NORTH AMERICA 1.77tn 8.4% CARIBBEAN 56bn 14.9% LATIN AMERICA 328bn 8.8%

Tourism industry News Snippets President of Malta

TRAVEL & TOURISM: ECONOMIC IMPACT 2017

GDP GR OWTH 2016

1/10

$7.6tn

OF ALL JOB S WORLDWIDE (292 MILLION)

(10.2% OF GDP )

ECONOMY

TRAVEL & T OURISM

3.3% 2.5%

as Special Ambassador of IYSTD 2017

GDP C ONTRIBUTION 201 6

JOBS SUPPO RTED 201 6

2016 REGIONAL GROWTH

Marie Louise Coleiro Preca, President of the Republic of Malta, has been nominated as Special Ambassador of the International Year of Sustainable Tourism for Development by the UNWTO. “Tourism has the power to make us aware of our enriching diversity. In an increasingly globalized world, tourism provides opportunities for social solidarity, community empowerment, and potential peace building,” said Mrs. Coleiro.

Source: www.unwto.org

2018 WTTC Summit 1.6%

to be held in Buenos Aires, Argentina

4.6%

2.7%

3.2%

7.9% 8.3%

0.2% 2.4%

4.4%

The WTTC announced that next year’s Global Summit will take place in Buenos Aires, Argentina on 18th19th April 2018. Roberto Palais, Executive Manager, Ministry of Tourism of Argentina, announced the location at the closing ceremony of the 17th Global Summit in Bangkok, Thailand.

Source: www.wttc.org

Travel Tech Show EUROPE

SOUTH ASIA

NORTHEAST ASIA

1.96tn

253bn

1.5tn

9.9%

8.9%

8.4%

SUB-SAHARAN AFRICA

SOUTHEAST ASIA

OCEANIA

108bn

301bn

183bn

7.1%

11.8%

12.2%

MIDDLE EAST 277bn 9.1%

Source: Oxford Economics for World Travel & Tourism Council

at WTM to Highlight Payment Solutions The Travel Tech Show at WTM London 2017 will focus on payments solution with a dedicated lounge, reflecting not only the importance of payments across the global travel ecosystem but also a desire from last year’s attendees for more insight into this sector.

Source: www.wtm.com 07

Mike Rea / CEO of Tourism Cares

Mike Rea is a social entrepreneur who has been committed to creating philanthropic value and impact for more than 15 years in organizations like the Bill and Melinda Gates Foundation, Bank of America’s Philanthropic Management unit and Give2Asia. Since July 2013, Rea has been President & CEO of Tourism Cares.

1

After joining you in the tree planting activity in Bangkok, where might we see you next?

Volunteering is at the heart of what the Tourism Cares community does together – we were thrilled to have City Sighteeing and other WTTC Summit attendees join us to plant more than 400 mangroves near the heart of Bangkok!

Every year we bring the travel industry together, above and beyond the great volunteering companies might do on their own, to give back to destinations that matter to us all.

In 2016 you would have seen us in US national parks for the Park Service Centennial.

This year is well timed for the City Sightseeing community, for our volunteering series is focused on cities! We’ve had 400+ volunteers 08

across projects in Oakland and Detroit, exposing industry leaders and professionals to great places and specifically how tourism can help their communities. For example, in Detroit volunteers built a chicken coop from scratch and helped a new, local community garden and youth center in many other ways. It was powerful for the volunteers and filled valuable needs identified locally.

2

2017 has been declared by UNWTO as the International Year of Sustainable Tourism for Development. How can it help boost your goals?

We love the International Year of Sustainable Tourism for Development for it speaks to a key part of our mission – serving as a learning and sharing platform for the tourism

industry, so that best practices may be shared, roadblocks to action removed, and celebrations heard near and far.

At tourism4development2017. org, you’ll be able to learn more about what this Year is all about – and you’ll be able to participate, either contributing to the community, learning from it, or likely both!

For example, you’ll find collective industry wisdom Sharing Stories, Sharing Solutions and Sharing Knowledge, with entries from all over the world.

We all share many of the same goals and values promoted by the campaign. Sustainable tourism drives inclusive and sustainable economic growth; poverty reduction; cultural diversity and heritage; and mutual understanding.

4

We can all take new steps to help communities in any way we can. The UNWTO platform is a remarkable global resource, and the Tourism Cares community can also help you take action.

3

How can the travel industry be more sustainable?

Sustainability was the defining topic at the recent WTTC Global Summit and it’s easy to see why: unprecedented threats, from climate change to overcrowding, threaten the places we love and where we make our livelihoods. Sustainability has also been an increasing focus at the annual conference of the US Tour Operator Association.

How can the industry be more sustainable? It has to start from the top down: from our associations

and from our owners and CEOs. The stakes are too great not to have sustainability a core value for every company. In fact, if there is any industry that should work to be renowned worldwide and among all sectors for its stewardship, it is travel and tourism.

Every association should make sustainability a part of its program; every company should have a program of its own; and whether through Tourism Cares or other networks, come together once in a while to make an even bigger difference.

If we do all that, rather than put our heads in the sand, focus on the short-term, keep our best giving models secret and in silos, and don’t collaborate, future generations will love travel as we do.

How do you see City Sightseeing helping on this matter?

City Sightseeing is indeed in a special position to make a difference, with its own practices but also with its access to customers. A core value of Tourism Cares is “give but align”: City Sightseeing should give back, for certain, and your corporate social responsibility (CSR) strategy should be tailored to your business. To enjoy the full impact and documented benefits to your business from CSR, it has to be strategic, and resourced.

For example, your core causes might be something around, well, cities: urban heritage and community tourism; job training for the disadvantaged or homeless; or some combo that might also include trees and the environment, aware of your carbon footprint. From discovering your cause or engagement them after: involve all your stakeholders.

Challenge business units to find even small solutions that further your goals; inspire employees through volunteering and giving; and engage actual customers via education and even point-of-sale opportunities or while on tour.

You have an incredible global platform that has reach and is also client-facing – we look forward to learning what you choose to do! Just keep asking this question to those important to your business and you’ll find the path quickly.

5

And the tourism sector in 10-years time?

There will be even clearer sustainability winners among companies, destinations and communities. It will be clear to residents and visitors alike where companies and governments, with civil society organizations, have really picked up and shouldered the values of sustainable development that we are honoring and advocating for this year.

09

2017 City Sightseeing New Destinations / We Show You The World!

The City Sightseeing international network grows both in mature and emerging markets. In the first half of 2017, the global brand’s portfolio has gained new and amazing attractions in Europe, America and the Middle East. Discover them!

City Sightseeing continues expanding the global brand, giving more options to travel operators to offer to their customers, and underlining the recognition of the brand in the most important tourist markets in the World. In the first half of 2017, nine new destinations have joined the City Sightseeing family in Europe, America and the Middle East.

Al Madinah, Saudi Arabia.

One of the cities of the prophet Muhammad, a must for Muslims and for travellers interested in exotic destinations and different cultures.

Discover more on pages 12/13.

Orlando, United States. A top class destination with plenty of world famous theme parks, restaurants and lots of things to see and do in the Central Florida region.

See more on pages 14/15.

Natchez, United States. “The River City� is a traditional Mississippi village, full of history 10

and charm with historical buildings, plantations and landscapes that make visitors fall in love with the destination.

Gdansk, Poland. One thousand years of history and located on the shore of the Baltic Sea. A historical and inspirational city, one of the most beautiful in Poland, for those who are interested in romantic trips in Central Europe.

Galashiels, Scotland. Galashiels has become a popular destination thanks to historical attractions and stunning views. In the Summer, City Sightseeing Scottish Borders allows visitors to explore landmarks like Abbotsford House, Melrose and Dryburgh Abbey, William Wallace Statue and Scotts View, among others.

Galway, Ireland. The European Capital of Culture in 2020 is a historic and vibrant city you should discover in Ireland. Further information on pages 16/17.

DISCOVER SOME OF THE LATEST ADDITIONS TO THE CITY SIGHTSEEING PORTFOLIO THAT MAKE THE GLOBAL BRAND EVEN BIGGER

1 Al-Madinah mosque. 2 Lake Eola fountain at Orlando. 3 Steam boat in the Mississippi.

4 View of Gdansk. 5 Melrose Abbey in the Scottish borders. 6 Galway, in Ireland. 7 Nerja, in the Costa del Sol. 8 Antequera from the Alcazaba. 9 Aarhus in Denmark.

Antequera, Spain. A small, traditional and charming village in the center of Andalusia, and located only 45 minutes far from the Costa del Sol. Baroque architecture, archaeological sites, gastronomy and golf stand out among the attractions of this lovely Spanish city.

Nerja, Spain. One of the most popular destinations in the Costa del Sol, the busiest tourist region in Spain thanks to their wonderful beaches and typical villages. Nerja is comprised of exotic nature, cliffs and traditional Andalusian architecture. The famous Nerja Caves are one of its most visited attractions.

Aarhus, Denmark. The secondlargest city in the country was founded in the 8th century as a fortified Viking settlement. Today, it is the cultural and economic core of the region and a large centre for trade, services and industry. This year, Aarhus has been selected as a European Capital of Culture along with Paphos in Cyprus.

New exciting locations continue joining the City Sightseeing brand to expand the company’s world map (see the full network on pages 20/21).

11

In His Words / Saud Al-Suhaimi – City Sightseeing Al-Madinah

Al-Madinah

Saud Al-Suhaimi Director CS Al-Madinah

The city of Madinah is the first capital of Islam with plenty of historical sites that visitors must visit to learn more about the history of Islam and to complete their religious trip to the Holy Land. City Sightseeing AlMadinah is the best way to discover this destination.

1

Top Destination Madinah is the second Holy Land for Muslims, every year around 10 million visitors visit the city with an average stay of 3-5 nights. The government of Saudi Arabia announced its future plan to increase this number to 20 million by 2020 City Sightseeing brand “I am sure in the next few years the brand will achieve more records and will be the market leader with huge gap over the nearest competitors” 12

How do you feel about joining the City Sightseeing network?

Our expectations are huge. Since this is the only hop-on hopoff operation with an exclusive contract of 10 years, we are expecting to have great operations and the fact that the City Sightseeing brand is internationally famous will add a great value to our operation.

What is Madinah bringing to the City Sightseeing international network?

This is a very good question.

Operating in Madinah for City Sightseeing means you have an excellent marketing for the brand in all the Islamic countries over the world. Every year more than 120 nationalities come to visit Madinah.

With our main stop points directly in front on the main four gates of the grand mosque, our exposure

2

rate is extremely high. More than every day 600,000 people pray inside the mosque everyday, five times a day. This number jumps to 1.2 million people in the peak season.

How do you see your operation contributing to innovation within the network?

Currently we are focusing on having a great operation for our main product, however, we are more looking to create walking tours, museums tours in the next few months.

How do you see the City Sightseeing brand in 5 / 10 years time?

City Sightseeing is a great brand with flexible contract terms, I am sure in the next few years the brand will achieve more records and will be the market leader with huge gap over the nearest competitor.

3 4

/ AL-MADINAH THE RADIANT CITY

/ Destination Al-Madinah is the burial city of the Islamic prophet Muhammad, the second-holiest city in Islam after Mecca and, as a result, there are about 12 million pilgrims every year. Home of the three oldest mosques including the iconic Al-Masjid an-Nabawi or The Prophet’s Mosque, the city is a must for Muslims who must visit the holy city at least once in their lives.

Together with the religious heritage, visitors can enjoy many attractions, luxurious shopping areas, and markets near the city centre. The grounds of the Uhud Battle, Al-Noor Mall, Al-Baqi’, the Holy Quran Museum or Al Hijaz Railway Station are only some of the landmarks of Al-Madinah, a city that has much to offer and considered as a reference for over 1,500 million people in the world that practice the Islamic religion.

/ Highlights

> The burial city of The Prophet Muhammad > Home of the three oldest mosques > An icon for religious tourism

CS Al-Madinah bus

City Sightseeing Al-Madinah Start Point: Red Line - Ohud Battle Green Line - Almasged Alnabwi Duration: 50 mins Frequency: Every 30 mins Season: All Year Round Ticket Length: 24, 48 or 72 hours Commentary: Pre-recorded Arabic >The city in figures Al-Madinah 1.2 million inhabitants 12 million tourists Speak Arabic

13

In His Words / Andy James – City Sightseeing Orlando

Orlando

Andy James Director CS Orlando

City Sightseeing Orlando is our newest destination in the United States, the country with the second highest tourist arrivals (77.5 million in 2015) and one of the most important markets for the travel industry. “The Theme Park Capital of the World” is now part of the family.

1

Top Destination Orlando received over 68 million visitors in 2016 and draws visitors from all of the world. The city is also known as “The Theme Park Capital of the World” The Global Brand “In the next 5 / 10 years I see the City Sightseeing brand with many more locations in North America, continuing to be one of the most recognizable brands in the World” 14

What do you expect from City Sightseeing as you join the brand?

As City Sightseeing is a widely recognizable brand for tourists, it provides us the ability to offer an exciting and unique product to Orlando visitors. We expect the hopon and hop-off products to become a must do.

On the other hand, what is Orlando bringing to the City Sightseeing network?

Florida is the second most popular state for tourism in the USA. City Sightseeing Orlando stops at the two most popular tourist attractions in all of Florida, the Walt Disney World Resort and the Universal Orlando Resort, with Magic Kingdom, at Walt Disney World, receiving over 2.4 million guests alone in 2016.

Many City Sightseeing operators include extra offers to add value. Are you working on this line?

2 3

Currently we are offering combo packages to include popular attractions & other transportation needs and discounts on retail, food and beverages. We will continue to look at adding value to the tickets and to enhance the product offering through technology (i.e. app).

What did you discover at the latest City Sightseeing Annual Conference in Amsterdam?

We had an amazing experience at the City Sightseeing Worldwide Convention in Amsterdam. I was amazed how it was more like a family than a company. Everyone was happy to have us and were excited to share their knowledge of the brand and operations. Since we have been home, many cities have reached out to see if we need assistance and have gratefully answered any questions we had as we move forward. We are extremely happy to be part of the City Sightseeing family!

4

/ ORLANDO THE CITY BEAUTIFUL / Destination Orlando is one of the most popular destinations in the US and the World thanks to the first class theme parks, Walt Disney World Resort, Universal Orlando Resort, and SeaWorld Orlando. These amazing attractions make the Orlando International Airport (MCO) one of the busiest and give great exposure to the city.

However, the symbol of the most populous inland city in Florida is the fountain at Lake Eola. In other words, there are many things to discover in Orlando, apart from their theme parks. The Old Orlando, the shopping opportunities, the restaurants and much more entertainment is waiting for the traveller in Orlando and City Sightseeing Orlando buses are there to connect all these wonderful attractions.

/ Highlights

> The largest inland city in the Florida state > The Theme Park Capital of the World > A major industrial and hi-tech center

CS Orlando bus

City Sightseeing Orlando Start Point: Pointe Orlando (Red, Green, Yellow and Blue Routes) Duration: 2 hours Frequency: Every 30 mins Season: All Year Round Ticket Length: 1/3/5/7/14 days Commentary: Pre-recorded English >The city in figures Orlando 170,000 inhabitants (2.3 million in the metropolitan area) 68 million tourists Speak English 15

In His Words / Mairtin Óg Lally – City Sightseeing Galway

Galway

Mairtin Óg Lally Director CS Galway

The Arrival of the Brand “I hope that our staff understand that they are part of something more than what have in Galway – They are now part of a global network” The Future of the Franchise “I see the operations becoming more and more uniform, being the leader in introducing electric buses (and maybe driverless buses), and developing the employee network” 16

In March, City Sightseeing Galway joined the global brand as our second operation in Ireland, bringing the City Sightseeing portfolio one of the most vibrant cities in Ireland, called the European Capital of Culture 2020.

1

What are your expectations as you join the global brand?

Primary expectation is increased sales and increased market share due to brand recognition.

I expect a bit of a shake-up in the local market regarding local retailers and agents. I also expect the competition to react in some way. I hope that there are lots of opportunities to learn from other City Sightseeing operators from around the globe. I also hope that our staff understand that they are part of something more than what have in Galway - They are now part of a global network.

What do you think your city is bringing to the City Sightseeing international network?

Our City of Galway just won the bid of the European Capital of Culture 2020. This is testament to the quality of our City and what we have to offer. We have a thriving, exciting and vibrant town here. So, I bring Galway City to the City Sightseeing international network.

2

3

And your operation? Are you bringing new products to the City Sightseeing portfolio?

Our company also operates Day Trips from Galway City to the Aran Islands, Connemara, Burren and Cliffs of Moher as well as a huge variety of options for private excursions.

We plan on cross promoting these in conjuction with the City Sightseeing Galway products.

How do you see the brand in the future?

I see the various franchisee’s operations becoming more and more uniform, and user experience becoming more and more seamless from one operation to another. I see electric buses (an maybe driverless buses) coming into the fore, and City Sightseeing being the leader in introducing these technologies to the marketplace. I hope to see that the grassroots reach throughout the globe is harnessed. Lastly, I hope to see a large development on the employee network, where younger staff could travel from country to country more easily as employees of the network.

4

/ GALWAY THE CITY OF TRIBES / Destination Galway is a city stepped in history and also buzzing with a contemporary vibe. Certainly, the city captivates the visitors with its rich history and culture.

Home of 14 merchant tribes that make Galway also know as The City of Tribes, there are lots of sights and attractions to discover – Browne’s Doorway, the Spanish Arch, the Galway City Museum, Salthill Village and Promenade, Galway Cathedral and Eyre Square are among them.

In the other hand, Galway look arty and bohemian, plenty of pubs featuring live music, restaurants and cafes, shops and many things to do and enjoy.

Designated the European Capital of Culture in 2020, Galway will surprise the visitors with its cultural heritage both in the built and natural environment.

/ Highlights

> Lies on the River Corrib between Lough Corrib and Galway Bay > The European Capital of Culture in 2020 > The cradle of the Irish language – Gaelic

CS Galway buses

City Sightseeing Galway Start Point: Eyre Square Duration: 60 minutes Frequency: Every 30 mins Season: March to October Ticket Length: 24 hours Commentary: Pre-recorded English >The city in figures Galway 90,000 inhabitants 1.4 million tourists Speak English and Gaelic

17

Special Feature / At IPW 2017 in Washington DC

Stunning locations plus one of the main outbound and inbound markets in the world – the United States plays a key role within the City Sightseeing network and, thus, IPW is a must in our trade show calendar.

From 3rd to 7th June, the City Sightseeing Worldwide staff joined the global brand’s American operators to promote the City Sightseeing network and its over 100 destinations at the IPW, one of the travel industry’s premier international marketplaces and the 18

largest facilitator for travel to the USA. From the Booth 1304 at the Walter E. Washington Convention Center, in Washington DC, the American operations involved in the City Sightseeing portfolio and the rest of the exciting destinations

featured in one of the major trade shows of the travel industry around the world.

Every year, IPW brings together more than 1,300 exhibitor booths and 6,000 attendees, including international travel buyers, domestic travel buyers and international journalists representing more than 70 countries. A huge showcase for the brand and the City Sightseeing locations, as well as a good opportunity to meet key agents within the tourism industry.

At the moment, the City Sightseeing brand is present in Chicago, Hollywood & Los Angeles, Miami, New Orleans, New York, Philadelphia, San Antonio, San Francisco, Washington DC and Orlando, together with San Juan, the capital of the Commonwealth of Puerto Rico, an unincorporated territory of the United States.

ISEES FRANCH R I C E IAL P

SPEC

F.F. 0 0 5 , 6 €16 re de befo ers ma 17 0 2 For ord , 1 3 ber Decem

SIGHTSEEING TRAINS

EQUIPMENT INCLUDED: •

Toyota Diesel 150cv euro 6 motor.

•

Cabin air conditioner.

•

Wagons with doors (right side).

•

Two piston electric air compressor.

•

2nd compressor battery.

•

Wheelchair ramp.

•

Push button stop system.

•

Open door acoustic alarm.

•

Replacement wheel.

•

Control equipment box.

•

Mandatory and courtesy lights, using the latest generation low consumption LED technology.

•

Wide viewing angle from the driver’s cabin.

•

Simple and practical hood opening.

•

Sound equipment with long neck microphone, 4 speakers per wagon and radio, CD and USB.

•

CitySightseeing painting.

ILERTREN A company with over 23 years’ experience in the industry, which gave us with the knowledge and expertise to begin to build our own trains in 2011. These many years of experience provided the insight to know the real needs of both passengers and the train driver which now enables us to produce a safe, high quality and unbeatably priced product.

The locomotive model VS12 (New 2017) is based on a Toyota chassis with a 2.4L engine or 2.8l diesel CDI. Environmental regulation Euro 6 on emissions and development of a power of 150 hp or 180 hp.

The maximum overhang is 15% or 18%. Three years or 100,000 km of TOYOTA International Official Guarantee.

ILERTREN - Tourist Trains Pol. Ind. Les Comes. C/ Avinguda Indústria, 1 25123 Torrefarrera (Lleida) Mobile +34 611 493 771 / Phone +34 973 247 035 export@ilertren.com / www.ilertren.com

19

CANADA Toronto

UNITED STATES OF AMERICA Chicago Los Angeles & Hollywood Miami Natchez New Orleans New York Orlando Philadelphia* San Antonio San Francisco Washington DC

ICELAND Reykjavik

PORTUGAL Albufeira Aveiro Funchal Lisbon Porto Sintra

CENTRAL AMERICA & CARIBBEAN Cartagena Panama City San Juan SOUTH AMERICA Lima

THE WORLD OF

CITY SIGHTSEEING

SPAIN Antequera Arrecife Barcelona* Benalmadena Cadiz Cordoba Jerez Las Palmas Gran Canaria Lleida Malaga Nerja Palma de Mallo rca Santa Cruz de Tenerife Santander Seville Toledo

U B B B B C C C D D E

N e * a z a z a a a a e r e o

UNITED KINGDOM & IRELAND Bath Galway Belfast Glasgow Bournemouth Inverness Brighton Llandudno & Conwy Cambridge London Cardiff Newcastle/Gateshead Chester Norwich Derry/Londonderry Oxford Dublin Stratford upon Avon Edinburgh Windsor York

REST OF EUROPE: BELGIUM Brussels

RUSSIA Kazan Moscow St. Petersburg

CYPRUS Paphos

Limassol (2018)

Larnaca (2018)

Agia Napa (2018)

CZECH REPUBLIC Prague DENMARK Aarhus

Copenhagen

ESTONIA Tallinn FINLAND Helsinki FRANCE Paris GEORGIA Tbilisi GERMANY Aachen* Berlin Cologne* Dortmund* Düsseldorf*

Hannover* Kiel Potsdam Stuttgart* Trier

GREECE Athens & Piraeus Corfu MIDDLE EAST: UNITED ARAB EMIRATES Dubai Sharjah SAUDI ARABIA Al Madinah Riyadh ITALY Florence Genoa Livorno Messina Milan Naples Padova Palermo Rome Sorrento Turin Verona

HUNGARY Budapest LUXEMBOURG Luxembourg

SINGAPORE Singapore

MALTA Gozo

Malta

NETHERLANDS Rotterdam Amsterdam SOUTH AFRICA Cape Town Johannesburg & Soweto

AUSTRALIA Melbourne

NORWAY Alesund Bergen Geiranger

Oslo Stavanger

POLAND Gdansk Warsaw

Kraków

SWEDEN Gothenburg

Stockholm

UKRAINE Kiev *City Sightseeing Affiliate

Special Feature / Upselling, from City Tours to Experiences

Upselling allows City Sightseeing operators to create better products for their customers and more sellable tickets for OTAs, tour operators, airlines, cruises, hotel desk concierges, websites... In conclusion, it is a proved way of increasing your revenue.

It is not a secret that upselling has been one of the strongest trends within the tourism industry.

Thanks to these sales techniques we are able to increase the ticket price and develop margins, whilst our travellers have the opportunity to save time and money. This is a win-win for all. In addition, for City Sightseeing operators, it is a natural consequence of their central position in their cities’ tourism.

Think about the double decker buses touring the city, linking the most iconic monuments and attractions, all on the route. For customers, it is an ideal way of getting to the places they would like to visit. And what’s next? To have access to discounts that invite them to hop off the bus and enjoy these delights.

22

Synergies between city tour operations and the city’s attractions are a good deal. Usually these attractions are featured in City Sightseeing brochures and maps. Thanks to upselling and cross-selling agreements, they can combine to form a single product, either as one stop shop through the City Sightseeing platform, with a local operator or through our affiliates.

Successful experiences within the City Sightseeing network At the City Sightseeing Annual Conference we have gone through different experiences within the global brand’s network. We learned a lot from James Heng from City Sightseeing Singapore in 2012 in Palma de Mallorca, Spain.

We have witnessed other examples in the past years, especially in Spain: Malaga, Seville, Las Palmas de Gran Canaria, Cordoba and other Spanish destinations, where combo tickets have launched allowing customers to fully enjoy these cities and its attractions, while adding great value. For the seller, it is an opportunity to put more expensive tickets in the market and increase revenue.

As our global brand starts to diversify, it is a great opportunity to be ahead of our competitors.

Bringing these opportunities to the service, working as a team to allow for us to provide our customers with a complete city experience.

Allowing for them to really experience a ‘one stop shop’ for all

tourist activities. Furthermore allowing for more marketing opportunities throughout the industry and growth within the company.

The idea is behind Sightseeing Pass. A single ticket (mobile, print or card) which includes a variety of bus & boat tours, walking & bike tours, attractions & museums, restaurants & entertainment.

These passes have different versions: day (unlimited), flex (choice) or combo (bundle) pass. This ensures visitors see all a city has to offer without missing any important sights.

Overall, these bundles are more interesting for customers, OTAs, hotels, airlines, cruises...

Upselling was one of the topics included in the program of the latest City Sightseeing Annual Conference, held in Amsterdam in March. Jur van den Heuvel from City Sightseeing Amsterdam, Cedric Scherer from City Sightseeing Dubai, and Kami Farhadi from City Sightseeing Hollywood / LA were invited to share experiences on this subject. As an introduction, Marc Ausset from Sightseeing Pass presented his product.

23

Special Feature / City Sightseeing Moscow 5th Anniversary

The City Sightseeing Moscow Extravaganzza was announced in August by our City Sightseeing Russia operator with a bunch of exciting events taking place in Moscow in order to celebrate the City Sightseeing Moscow’s 5th Anniversary. See what they enjoyed in Mother Russia.

On 25th August 2012, Sergei Lavrentyev, Yuri & Nikolai Bragin and Roman Krylov became City Sightseeing operators by bringing to the global brand a vibrant new destination – Moscow, the capital of Russia. In these past five years, the Moscow operation has increased its bus fleet, has launched boat tours, partnered with institutions, museums, and other attractions, promoted the global brand, launched cross-campaigns with other City Sightseeing European destinations, extended the brand to Kazan and St. Petersburg and, in accordance with all this excellent work, has been awarded Best City Sightseeing Operator in the latest Conference in Amsterdam.

To celebrate this 5th anniversary, our colleagues from City Sightseeing 24

Russia partook in many events, like the historical re-enactment of the 1654–1667 Russo-Polish War in Moscow on the 26th and 27th of August, and the International Military Music Festival “Spasskaya Tower” in the Red Square from 26th August until the 3rd September with the best military music bands of Russia and other countries.

In addition to that, on 28th August City Sightseeing Moscow & Russia moved to a new offfice at 4/1 Maly Tolmachevsky lane, Moscow 119017 Russia.

These have been exciting days for our Moscow operator and others from City Sightseeing Family who attended these celebrations, like the other three Russian operators and representatives from City Sightseeing Budapest.

25/08/2012 Inauguration of City Sightseeing Moscow. In the picture (L to R), Sergei Lavrentyev, Chairman of the Moscow City Committee for Tourism Sergey Sphilko, and Enrique Ybarra

1 City Sightseeing Moscow bus at the St. Basil’s Cathedral. 2 Historical reenactment of the 1654-1667 RussoPolish War in Moscow. 3 Itsvan Torok, Zakarya Hamdam and Dorottya Torok in the City Sightseeing Moscow boat.

4 Entrance of the new City Sightseeing Moscow head office. 5 At the Ostankino Tower. 6 Russia & Hungary crew.

25

Internal interview / Mandy Gaughan – Deputy Managing Director Gives her Final Farewell

Mandy Gaughan has been in charge of many of the company’s developments which have taken the brand and franchisees to the next level. She has worked for City Sightseeing since 2001 and has been an integral player in the company’s growth and success. Now she is moving forward.

1

In these 16 years in City Sightseeing you have witnessed the development of the global brand from the beginning. Please tell us how all changed.

City Sightseeing today is now a much loved and respected brand – down to all the hard work by so many thousands of people across the globe to provide our passengers with a great tour in each location. The travel trade now know exactly who we are and what we do as do the travelling public.

We have changed considerably the way and time spent to promote and develop the brand globally and help generate additional agents and key locations – for example we now exhibit at the many more major Travel Trade exhibitions not only 26

in the UK such as at BOBI – the Best of Britain & Ireland at the NEC and at WTM- World Travel Market in London but also ITB – Berlin / FITUR – Madrid / ATM – Dubai / POWWOW- USA and take part in other trade delegations to the Far East / Latin America - which altogether represents a huge investment each year. We now utilise the services of a professional stand building company for these exhibitions to ensure that the City Sightseeing brand is forefront and our image is presented in the best and most professional manner.

We now work successfully in many more market sectors to generate increased pre-sales and raise brand awareness. This and the huge amount of other sales activities – such as online training modules for

travel agents and sales staff, bespoke training courses for the airline crews to sell the product, visits to key bases right across Europe and also covering the costs of producing supporting POS materials & in flight advertising.

We have made huge investments in the multi-lingual website and XML technology, to develop the members section of the website for all operators to review key information, order from central purchasing and provide easier processing of the City Sightseeing E-tickets together with the growth of the sales team to provide support has all helped grow the City Sightseeing brand to be far more high profile and, in so many ways, make the Sales & Marketing Department very different today than it was.

FAREWELL DINNER IN SEVILLE After 16 years our dear friend and colleague, Mandy Gaughan left City Sightseeing at the end of August.

As she touched the City Sightseeing Family in numerous ways, a number of operators and staff wanted to suprise her in her latest visit to Seville. Paul Seeger from New York and Sergei Lavrentyev and Yuri Bragin from City Sightseeing Russia attended the celebration dinner together with the City Sightseeing Worlwide staff. Mandy received a plaque, flowers and a gift to express the gratitude for her “loyalty, hard work, and unyielding contributions, which have allowed City Sightseeing to flourish and become the company it is today” said Enrique Ybarra.

2

What do you consider the main challenges for the tourism sector?

Every report says that tourism is growing, new sectors being added, more people who are “time poor” and prefer more short breaks and the ability to see and do things quickly and conveniently – we fulfil that requirement. I think that people’s expectations grow year on year – tourists expect far more than “just a bus tour” – they expect the best vehicles – clean, efficient and modern with more “green” credentials, proper service given by smart uniformed staff. We are a tourist attraction that happens to be on a bus and our competition is so much more than other bus tour operators – it is every other local attraction in the city.

3

How do you see the City Sightseeing brand in the future?

I am sure that there will be many changes and developments from voucherless/smart phone technology, state of the art vehicles and locations that were once not on the tourist trail becoming main stream as the globe continues to “shrink” each year. I believe that as long as there are places to visit then there will be a City Sightseeing tour to help on that journey as we continue to strengthen our brand and increase our presence. I look forward to taking all the tours I don’t manage to visit over the coming years in my retirement.

And what about you? Now that you have decided to move forward and face new

4

challenges, what are you doing as from 1st September?

Indeed I have reached the very difficult decision to take “semiretirement”. I decided to have more of a work / life balance and time for my family and self but also to try something completely new and plan on having my own small franchise travel agency business.

However I am sure this is an “au revoir” and definitely not a final good bye. Enrique wanted to, as always, offer his support to me and kindly offered that I continue in an advisory role in some format.

Otherwise I feel that City Sightseeing is definitely part of my extended family, I have loved the time that I have spent with each and every one of you over the last 16 years and I do like to be in touch.

27

UNVI / Urbis DD Open Top

12-metre long

Goes Electric

2 axle

Low-floor

UNVI is the World’s largest manufacturer of city sightseeing buses. Urbis DD Open Top can be seen as part of the urban landscape of most European capitals and historical cities around the globe.

NMC batteries

78 seats To meet sustainability and fuel economy requirements worldwide, the bus manufacturer has worked on developing cleaner propulsion systems to overcome the ever-greater environmental pressure — particularly with respect to city buses.

UNVI, together with VOLVO, has been able to offer a hybrid system that uses both diesel engines and electric motors. The solution provided a more efficient service improving diesel mileage and reducing emissions.

A batch of 8 units will enter into service before of the end of the year at Barcelona (TMB).

Yet, further tightening of the rules has already been adopted by many local authorities. Paris, for example, is committed to have a 100% green bus fleet by 2025. While all London buses are to meet the Ultra-Low Emission Zone standard by the end of 2020.

28

“The adoption of low-carbon vehicles fleets is gaining momentum” the company’s Managing Director Javier González said. “Environmentallyfriendly and sustainable mobility is a goal for us, and that’s why we have agreed to work together with three component manufacturers to build battery-electric sightseeing bus. This year we will launch the first fully electric Urbis Double Decker Open Top bus”.

Urbis DD has had great success due to two great characteristics. On one hand, its avant-garde design—very attractive for tourists. On the other, its infinite setting options that allow it to circulate under any climatic conditions and for all type of public. Unvi is now able to offer all that with huge advantages in terms of noise, pollution and cost, which can only mean an unequivocal success.

120 / 160 km daily

City Sightseeing Bath double-decker bus by UNVI

Urbis DD Open Top Electric is a 12-metre long, 2-axle, low-floor bus. Since the vehicle is built as a modular system, the number of passengers and the daily mileage is flexibly adjustable. The first units can operate a range of 120 to 160 kilometres, and have 76 seats of capacity. Thus, it has very similar parameters as those of a conventionally powered bus for sightseeing tours. The bus is equipped with an electric motor powered by NMC batteries—one of the most successful Li-ion systems. This battery is the preferred candidate for the electric vehicles, it has the lowest self-heating rate, while it offers a very good overall performance and excels on safety and life span. It uses highly efficient and wheel-hub motors that do not require any additional space for the driveline in the vehicle. In addition, it can be offered with on board or off board charge interface, as well as using the braking energy for recharging the batteries while on route.

Besides having more economical operating cost, UNVI’s EV needs less maintenance than a conventional vehicle because there are far fewer moving parts—which will drastically reduce the time expended by drivers in the daily vehicle pre-checks and increase the overall availability due to reduced planned and unplanned maintenance downtime.

29

Gallery / Corporate

> UK OPERATOR FORUM IN DUBLIN

> AT THE GET YOUR GUIDE SUMMER SUMMIT

On 28th June, City Sightseeing gathered the UK operators in Dublin to catch up and draw strategies specifically for the region. The City Sightseeing Worldwide team assisted the operators of sixteen operations in terms of security, technology and communications, among other interesting topics that gave us the opportunity to generate new synergies in the United Kingdom and Ireland.

From 2nd to 4th August, City Sightseeing Worldwide attended the Get Your Guide Summer Summit held in Berlin.

Oliver Nicholls and his Global Sales Department team promoted the City Sightseeing brand and its over 100 destinations at the event to one of the most important OTAs in the travel industry. Apart from the presentation during the business sessions, our operator City Sightseeing Berlin offered a special tour to the attendees.

> EVIAN CAMPAIGN IN SEVILLE, MALAGA & PALMA

> DUBAI 2020 AND SEVILLE 92 LINKED

In August, City Sightseeing Sevilla, Malaga and Palma took part in an Evian promotion, in which the customers of the Danone-branded mineral water could win several prizes by scratching promotional cards.

Prizes included free tours in one of these three cities.

In June, the adventurer Jose Ruiz fulfilled his dream of linking Expo 2020 Dubai and Seville, home of the Expo 92, along a 35,000 km motorbike journey through 25 countries in 8 months.

City Sightseeing sponsored this adventure. In the picture, the Mayor of Seville and Jose Ruiz (centre) with Enrique Ybarra.

30

Gallery / SCR

> CS PANAMA SOCIAL FREE TOURS In August, City Sightseeing Panama partnered with the social programme #MiRutaPTY by offering free tours to children from poor families. This special guests had the opportunity to discover Panama City and the Canal from the privilege viewpoint of the City Sightseeing Panama buses, together with the BioMuseo.

> CS BATH TEAMS UP WITH NATIONAL TRUST City Sightseeing Bath helped National Trust rangers cut down high branches and clear deadwood.

This collaboration is part of the CS Bath and National Trust’s annual partnership. Picture: Bath Chronicle.

> CS ORLANDO COLLABORATES WITH MAKE-A-WISH

> CS NORWICH NOW WHEELCHAIR ACCESSIBLE

After a week of soft launch in the last days of May, City Sightseeing Orlando started selling tickets on June 1st. All proceeds from the grand opening went to “Make-AWish,” whose mission is to grant the wish of every child diagnosed with a life-threatening medical condition.

On average, a wish is granted every 34 minutes in the United States and its territories.

David and Beryl McMaster have acquired a new vehicle for City Sightseeing Norwich. Apart from increasing the capacity of the operation with their sixth bus with seats 41 upstairs with 10 under cover and 20 downstairs, the bus has wheelchair space. Accessible tourism for all is one of the politics promoted by the UNWTO and supported by the CS operations.

> DAY TOUR FOR HUGARIAN INTERCHURCH AID In August, City Sightseeing Budapest provided a day tour with two buses for the Charity organization Hungarian Interchurch Aid, where almost 100 underprivileged kids, and some parent were taken to the best spots in the city.

> CITY SIGHTSEEING JOINS IAIN ANDREW’S FUNDRAISING

> SPECIAL TOURS IN THE SEVILLE’S POLIGONO SUR In June, City Sightseeing Seville, the Commisioner for the Poligono Sur and the NGO Save the Children organised special tours for families of the Poligono Sur, one of the neighborhoods of Seville where more families live in vulnerable situations.

> CS SAN ANTONIO FOR TRAVELLERS OF ALL ABILITIES Planning vacations can be really hard for disabled people. San Antonio is becoming a go-to spot for vacationers of all abilities thanks to attractions like City Sightseeing San Antonio as ‘Houston Chronicle’ senior copy editor Suzanne Garofalo reported in July in an article written from her son’s perspective, who has autism.

On 17th September, part of the City Sightseeing Worldwide team joined Iain Andrew from dnata – our partner in CS Dubai – in his fundraising for Rhino Revolution.

In 2015 and 2016, Andrew and all the people supporting his cause have cycled over 1,000km and raised over AED 400,000 in Vietnam and Thailand. In 2017, Iain has cycled in France and finally rode from Seville to the end of the Guadalquivir River in Sanlucar.

31

jpg@01D2F64B.0C8CCD60

Gallery / Tour stories > CS OLSO EXTENDS SEASON > CS BERLIN AR TOUR In order to add an extra dimension to the bus tour in Berlin, the new mixed reality app ‘Berlin AR Tour’ allows travellers to see names of places, current and historic images of neighbourhoods, aerial or interior views of buildings magically appearing on the smartphone screen - in real time, as customers are passing by on the bus! The App is available for Android and iOS.

> IN THE ILLES BALEARS CLASSICS REGATTA From 16th to 19th August, City Sightseeing Palma featured in the 23rd edition of the Illes Balears Classics Regatta, an important sailing event of classic boats in the Mediterranean Sea. The City Sightseeing brand had big exposure in the venue and our colleagues from CS Palma delivered welcome packs and free tours to the participants.

> CITY SIGHTSEEING PALMA & VOLVIC CO-BRANDING City Sightseeing and Volvic have set a co-branding campaign in Palma.

Thanks to an agreement between the two companies, we get 50,000 bottles of City Sightseeing branded mineral water to be delivered to the customers of the transfer service to the city of Palma, and Volvic gets advertising in the rear back of the City Sightseeing Palma buses.

32

Our colleagues from Oslo are having a great Summer Season and as a result they have decided to extend their operation until 31st October. Good news from Norway, we hope you all are having a great time in your cities.

> SIGHTSEEING TRAIN OPPORTUNITY Are you planning to launch a sightseeing train tour in your city?

That is your big opportunity with a special offer of our preferred provider Ilertren only for City Sightseeing operators. Discover the excellent specifications and amazing price on page 17.

> SANTANDER AND BUDAPEST JOIN BUS OPERATIVE CS Santander and CS Budapest have been the latest operations in the City Sightseeing network joining Desic’s Bus Operative app, the best solution to increase your customer satisfaction, making your job easier and improving operations management. With Bus Operative, your customers will have a great user experience, because it provides all the upto-date information they need on their mobile devices so they can concentrate on what really matters: having a wonderful time discovering and enjoying what each city has to offer (history, dining, leisure, ...) thanks to, and guided by, City Sightseeing.

> IRENE NELSON’S LATEST MUSIC VIDEO City Sightseeing Russia has been featured in Irene Nelson’s “Moscow Sky” music video, which has been filmed on one of the Moscow buses. Released on 27th July, the video has over 100,000 views on YouTube in only one week and has given great brand exposure to City Sightseeing. If you want to see the Russian pop artist latest hit please click here.

> BUS WARS IN BELFAST Watching ‘Bus Wars’ on BBC One Northern Ireland? The TV documentary looks at the fierce competition between the bus tour companies in Belfast as they fight for a share of the lucrative tourist market. Of course City Sightseeing Belfast features in the TV series, where we can discover about the day to day work of our colleagues in NI and learn about their experiences in a destination with strong competition.

> AT THE SAILING WORLD CUP FINAL IN SANTANDER City Sightseeing Santander partnered with the Sailing World Cup Series Final held in Santander from 4th to 11th June.

Our operator featured the global brand from its very own booth at the port and had the opportunity to take part in the opening ceremony parade (see picture right).

> CS NEW YORK PRESENTS... ROCKETTES’ CHRISTMAS IN AUGUST! On 17th August, City Sightseeing New York took part in the annual “Christmas in August” event at the Radio City with the Rockettes. The famous dancers stopped traffic in front of the iconic marquee when the double decker CS New York bus from the show-stopping number “New York at Christmas” drived off the stage for the first time ever and onto 6th avenue.

> CITY SIGHTSEEING SHARJAH OFFERED NIGHT TOURS DURING RAMADAN City Sightseeing Sharjah announced a new Ramadan timetable for their buses.

Following Iftar, tours began at 8:30pm, with the last departure at 11pm. “The Holy Month of Ramadan is a spectacular time to witness the cultural and authentic atmosphere of Sharjah,” said Ahmed Al Qaseer.

33

Gallery / CS Family

> “THANK YOU DRIVER JEFF” In July, a lovely story was released in the Midweek Herald: the bus driver Jeff Morris, who has been working for CS Stratford for 31 years, accidentally crushed a school boy’s football. He felt so guilty that, as soon as his shift finished, he bought a replacement football and gave to the boy later that afternoon. “He was delighted with it” said Jeff, who received a thank you letter.

> CITY SIGHTSEEING CRUTCHES IN RUSSIA

> TOUR GUIDE

Our CS Moscow team member Anastasia Andreevna Marusenko was hit by a car. With broken legs, she need crutches to move – and not regular crutches, but a couple of corporate ones that her colleagues made especially for her. Get well soon, Anastasia!

Gwen Zanzottera is one of a live tour guide in City Sightseeing Stratford-upon-Avon. Before, she was an actress, a dancer, a writer ... Gwen has demonstrated how to reinvent herself, she is a role model for her colleagues and a source of wisdom for CS Stratord customers.

34

In the Memory of / Graham Toone, the Gentleman of City Sightseeing

It is with great sadness that we report on the passing of our dear friend and former colleague Graham Toone who worked in the tour bus industry since April 1995 – initially for Guide Friday and then for City Sightseeing following the company takeover.

Graham was known as the Gentleman of City Sightseeing for very good reason – he simply was. Always sincere, reliable and loyal, a good friend to many of us, a great colleague and mentor.

Many of you will recall the numerous promotions that he initiated and sales arrangements with different industry partners that generated sales for so many locations. In his latter years Graham was key in establishing excellent relationships for City Sightseeing with prominent players of the Cruise Industry that has led today to our multiple contracts and success across the sector.

With his positive outlook on life, his willingness to help all in need, and his never ceasing smile, Graham touched all who knew him. I am sure many of you have countless memories of his presence at various trade shows, conferences and meetings throughout these past years. And I am sure you will cherish these memories as we remember Graham with fondness and appreciation, for all that he did and all that he was.

35

Richard’s Ramblings Associate Editor’s Ramblings One of the signs of reaching the twilight years of life is the reminiscing of earlier times. I started driving open top tour buses for Guide Friday in Oxford in January 1991. From the age of six years old, my daughter, Carole, always in full uniform, would accompany me whilst I drove buses in Oxford, Windsor, Cambridge and Stratford-upon-Avon. She would sit at the back of the bus reading The Baby-Sitters Collection – she still has the entire set! As she grew older, she would act as my PA giving out headphones and leaflets.

At fifteen, Carole was employed as a PA and then at sixteen as an onstreet ticket seller, progressing to office assistant and then at 18 passing her PSV driving test. Therefore, from 2003 to 2007 we worked alongside each other driving the City Sightseeing Oxford Tour buses. Carole left City Sightseeing, but I continued until 2011, completing 20 years.

Confederations Cup Fans In Russia Our friends from City Sightseeing Russia had a busy month in June as the country hosted the 2017 FIFA Confederations Cup. Three of the four venues were involved in the City Sightseeing international network: Moscow, St. Petersburg and Kazan, which celebrated the 4th Anniversary of CS Kazan.

Fast forward ten years, father, and daughter were re-united driving Park & Ride shuttle buses for the British Grand Prix F1 at Silverstone on Sunday 16 July – won by Lewis Hamilton. This made an ancient father one very, very happy bunny to be driving with honourable daughter again!

Happy touring – City Sightseeing style!

Richard

FINA Masters swimmers in Budapest On 18th August, City Sightseeing Budapest held a complimentary extra night tour to the FINA Masters Championship participants.

36

/ Customers

Miss USA Visits CS New York See above one of the photos shared by our colleagues from CS New York about their event in June with Miss USA.

St Pete Day With City Sightseeing On 27th May, CS St. Petersburg joined the celebrations of the Federal City Day. Established on 27th May 1703, St. Petersburg remembers the anniversary with a celebration program.

Miss Tenerife Beauty Contest On Board The participants of the Miss Tenerife beauty contest popped over to our main stop in Santa Cruz de Tenerife during their tour of the city. Nice having you!

220 Anniversary of the Defeat of Admiral Nelson On 25th July, Santa Cruz de Tenerife commemorated the victory of the city against the troops of the Admiral Nelson in 1797. The soldiers hopped on the bus!

Customer Engagement Look at the picture above: it happened on a flight from Seville to Bilbao, Spain, and reflects how important the customer experience is in one city for the rest of the network. We bet she had a wonderful time as she kept the map in the flight back.

Corporate Photo Shoot In July, we organised a photo shoot in Seville in order to capture the customer’s experience on our buses. That’s why we invited customers to take part in the new official pictures of the global brand.

37

The wall! / Social stories

Twitter, Facebook or TripAdvisor anyone? We have collected some social media feeds from our industry.

Antonio G — Cape Town. O Sightseeing oferece ao turista uma rápida visão dos pontos básicos da cidade.

Na cidade do Cabo vai além, pois oferece variações que vão desde a visita ao Cape Point e ao Cabo da Boa Esperança - emicionante - até a volta em charmosa zona vinícola original

Mady Lyons. Omg this is the best tour bus ever we went tp San Francisco and 2 of the tour guides were so funny the other one was not funny but that’s alright. The night tour was fun it the tour guider was talking to me and my brother and it was the best. Thank you City Sightseeing San Fransico for your hard work

Alex Tsi . Excellent service at the stop, excellent guide, fantastic guided tour! Thank you!!!

Raquel B – Johannesburg. This was a great way to see Soweto. Reasonable price (especially if you are going to use the city pass to see other things as well). It was informative and engaging. The guides (DT and Vincent) were extremely friendly and knowledgeable. The only criticism I have is that it could be a bit longer (maybe a 3 hour tour), allowing you a bit more time at each stop. Also it would be nice if you had the ability to stay there and see the Hector Pieterson museum and then catch a ride back with a later Soweto tour.

Nicholas Hill. Took the bus tour in Seville while studying abroad. I didn’t realize on all the parts of the city I was missing out on. Also took advantage of the coupons provided in the map! Great company with great service!

@SoleCrowleSoul. Tour the Toon!. Smart newer low floor open topper on City Sightseeing Newcastle & Gateshead.

Cristhian PE Cyj . Me parecio muy excelente; y la pase super lindo. Y proximamente stare denuevo ahi con toda la familia

Ruby Riz. We had an amazing experience with malaga sightseeing bus tour.Very good service and excellent and helpful staff.Their route covered almost all the amazing views of malaga.Their guide was very informative too.would defo do this tour again next time when I am in Malaga.Defo recomment this tour to everyone. Worth the price ToursInStP. Do you like city sightseeing tours?

Come on, hop off the bus and join one of our tailored tours to know the true … instagram. com/p/BXY2ebNhgL0/

@inoxford. #OxfordOnVideo: We visit City Sightseeing with our intern, Nele from Germany. Watch here: dld.bz/ eZ2sk

@AsocEntreAmigos. Paseando por #Sevilla gracias al autobús de City Sightseeing.

Una mañana descubriendo otras zonas de la ciudad. #PolígonoSur

LushLemonIma — Copenhagen. Hop on hop off tours always gives you a great understanding of the city and teaches us about the cultures and important event of the country. Using the Copenhagen hop on hop off tours is a great way to learn about the culture and to explore this magnificent city in just 1 day. Some must do stops are: Nyhavn and the little mermaid. We look forward to riding the hop on hop off tours on our next trip and will recommend the Copenhagen tour for others.

@VisitOrlando. See Orlando differently. Hop on and off Orlando’s new City Sightseeing Bus Tour! bit.ly/2v6RSTA The Waterfront BIA. The #SingingAmbassadors are on their way around Toronto with City Sightseeing! Hop aboard and explore the place we call home!

It’s better by the water. #TOwaterfront

Claire Woodward. We did the hop on, hop off in Stratford today! The bus we got on we were lucky enough to have a live tour guide who was fab. We decided to do the whole route to hear what she had to say and then stay on to visit the houses.

All the staff were great, really polite. Gave answers to all questions we had about stratford and pick up places and times etc. Had a really good day out, price was good too. My auntie recommended that we see stratford this way, well worth the money!

TravelinAlan — Cartagena. Very affordable. You get 2 days that includes a walking tour of the old town. Good narration all along the way

TripAdvisor Member – Dublin. With Matt as your driver, this tour will be the coolest thing you’ll have done in Dublin. I love him so much. Best commentaries, humour, wonderful vibes

Social media really is the new phenomenon so on this page we hope to feature the best feeds from our Franchisees, some of our customer comments and also from leading industry ‘tweeters’. Send your social media name to topdeck@city-sightseeing.com and we’ll follow you. You can start with following us@citySSworldwide 38