FEBRUARY 2018
STEP IN TO OUR WORLD Then step out into the rest of it Our Uniworld cruise is a masterpiece, complete with unique boutique ship designs, curated onshore experiences, luxurious amenities. It’s part of why we’ve earned the distinction of the world’s best and most awarded luxury river cruise line. The world is your canvas, and you hold the brush and paints. Incomparable experiences personalised for you are what you’ll encounter on a cruise with Uniworld. Our one-ofa-kind ships are statement pieces, reflecting the many colourful destinations you will visit, throughout Europe, Russia, Asia, India and Egypt. They encompass the luxurious ambiance of a world-class boutique hotel – on water, with lavishly designed suites that include marble-lined bathrooms and handcrafted Savoir® of England beds, orchids thoughtfully placed throughout the ship and specially commissioned artwork. We refer to these small details as Tiny Noticeable Touches – the little things that will take your overall river cruise experience from great to outstanding. For more information contact Uniworld 1300 780 231 or visit Uniworld.com Order your Uniworld 2019 Boutique River Cruises brochure today, email brochures@uniworldcruises.com.au
FEBRUARY 2018
Magellangate
SAMOA
SOUTH EAST ASIA
HAWAII
JAPAN
EASTERN MED
DISCOVER Let us bring unforgettable, effortless exploration to life for your client as they uncover the captivating culture and enchanting soul of New Zealand. Featuring over 25 itineraries across differing trip styles, our new 2018/19 brochure breaks the boundaries of one-size fits all travel experiences. Whether your clients wish to get under the skin of the destination, are travelling in a small group or simply seek a budget escape, our travel styles all reveal the must-see sights, sounds and flavours of New Zealand.
Our Best Sellers
Best of New Zealand
Southern Wonders
Northern Disocvery
18 DAY GUIDED HOLIDAY
9 DAY GUIDED HOLIDAY
8 DAY GUIDED HOLIDAY
Now
$6696* per person twin share
Was
$7440
Now
$2655*
Was
$2950
Now
per person twin share
$2903*
Was
$3225
per person twin hare
Early Bird Offer: Save 10%* For more information call 1300 556 100 or visit aatkings.com/travelbulletin *Terms & Conditions apply. Visit aatkings.com./travelbulletin. Offer applies to selected New Zealand Guided Holidays and Inspiring Journeys when you book & pay by 27 April 2018. For travel 01 October 2018 – 30 September 2019.
12487a
CONTENTS
40
16 FEATURES
COVER STORY
34 Samoa
16 Magellangate
Lisa Maroun falls in love with Samoa and its people
40 South East Asia Brian Johnston gives us Malaysia’s top eight holiday spots
48 Hawaii Emma Lovell discovers the Big Island of Hawaii
54 Japan Ben Groundwater explores what Tokyo has to offer after dark
58 Eastern Mediterranean Sail the Med with Kristie Kellahan
48
26
24 Business Events News 26 Cruise Read about a Crystal river cruise from an agent’s perspective
We dive into the controversial sale of Magellan to Helloworld
32 Industry in Focus 53 Brochures
MONTHLY
62 Last Word
02 From the publisher Bruce Piper gives his perspective on this month’s news
COLUMNS
02 State of the industry
06 Steve Jones
08 Issues and trends
08 AFTA View
20 Business view
30 CLIA View
Everything you need to know to help run your business, from technology to personnel
This month’s contributors Steve Jones, Joel Katz, Jayson Westbury, Dennis Bunnik, Bruce Piper, Brian Johnston, Emma Lovell, Ben Groundwater, Kristie Kellahan, Anne Rogers, Jonica Paramor, Mark Carter, Leanne Townsend, Kelly Portelli, Belinda Ferguson, Kerry Fiske, Darren Evans, Sarah Beyer, Jasmine O’Donoghue, Matt Bell, Adam Bishop, Jon Murrie Melbourne cover image © Tourism Australia
www.travelbulletin.com.au travelBulletin is part of the Business Publishing Group family of publications
006 5,355
Avg Net Distribution per Issue
This publication is independently audited under the AMAA's CAB Total Distribution Audit.
EDITORIAL Editor in Chief and Publisher – Bruce Piper bruce.piper@travelbulletin.com.au Managing Editor – Jon Murrie Ph: 1300 799 220 or 02 8007 6760 jon.murrie@traveldaily.com.au Co-ordinating Editor – Sarah Beyer Ph: 1300 799 220 or 02 8007 6760 sarah.beyer@travelbulletin.com.au
ADVERTISING National Sales Manager Lisa Maroun Ph: 0405 132 575 or 02 8007 6760 lisa.maroun@travelbulletin.com.au Production Co-ordinator Sarah Beyer Ph: 1300 799 220 or 02 8007 6760 sarah.beyer@travelbulletin.com.au www.travelbulletin.com.au
DESIGN TEAM Sarah Beyer, Wendy St George ART DIRECTION and FINANCE Jenny Piper jenny.piper@travelbulletin.com.au Suite 1, Level 2, 64 Talavera Rd Macquarie Park NSW 2113 Australia PO Box 1010 Epping NSW 1710 Australia Tel: 1300 799 220 (+61 2 8007 6760)
1 Apr Reporting Period: 16 Apr2017 2016––30 16Sep Sep2017 2016 - Publisher Statement
travelBulletin FEBRUARY 2018
1
STATE OF THE INDUSTRY
From the publisher Bruce Piper
IN BRIEF
2
WHAT a start it has been to 2018. The normally quiet holiday period has turned out to be extremely busy for the travelBulletin and Travel Daily team, with updates about the Magellan takeover by Helloworld coming through on a daily basis. It’s been a tricky situation, with lots of emotion on both sides, and we have done our best to provide a balanced view of the transaction which is still in the process of being played out as this issue goes to the printers. For those who haven’t been in the loop, this month’s cover story explores the current state of play. January was also hectic for another reason, as we finalised the release of our first ever edition of AFTA Travel Pages. This annual rundown of the industry has been completely revamped by the Business Publishing Group, with AFTA members to receive their copies in the coming days. An innovation this year for AFTA Travel Pages 2018 has been the addition of a Supplier Directory, which will now be revised on an ongoing basis to form a key reference for the travel industry. The 140-page glossy magazine can also be viewed online on our website, where hard copy versions are available for purchase. While we’re on the subject of good looking publications, astute observers will also note some design
Qantas links MEL-SFO QANTAS has announced plans to connect Melbourne and San Francisco with non-stop flights using its new Boeing 787-9 Dreamliner, starting from 01 September. The new service will operate as an evening departure from Melbourne and an overnight flight on the return, flying four times weekly. Tickets officially went on sale last month. “We see strong demand for San Francisco, both from a tourism perspective and because of the business links between Melbourne and Silicon Valley,” newly appointed Qantas International chief Alison Webster said. “With connections to 17 codeshare destinations including Chicago, Seattle, and Vancouver, the new service also provides another gateway for Australians travelling into the US.” The Victorian State Government welcomed news of the additional service. “Another direct flight to California means
travelBulletin FEBRUARY 2018
tweaks in this issue of travelBulletin. We trust the changes will make the magazine even more appealing, as our readership across the industry continues to grow and grow. MEANWHILE another intriguing development in recent weeks has been the delayed decision by the Australian Competition and Consumer Commission on its ruling about the planned acquisition of Mantra by AccorHotels. The “informal review” kicked off after the deal was announced in late October, with submissions invited the following month and a provisional decision date of 1 February 2018. However on 12 January the ACCC said it was waiting on further information from AccorHotels, with a revised proposed decision date to be announced “in due course”. On the face of it the takeover will definitely have an impact on competition in the local market, where AccorHotels holds a dominant position with more than 200 hotels across Australia. If it succeeds more brands will be added including Mantra, Breakfree, Art Series and Peppers, expanding the portfolio by over 125 properties. Mantra and Accor will be waiting with bated breath on the outcome of the ACCC’s deliberations, with further details to be sent to shareholders this month before they vote on the deal at a meeting flagged for March.
more visitors and greater business and trade opportunities for Victorians,” said Victoria’s Minister for Tourism and Major Events John Eren. The airline said it would recalibrate capacity needs by downsizing its current Melbourne to Los Angeles 787 flights from six to two services per week upon the launch of the new San Francisco service, though its daily Airbus A380 flights to LAX will be maintained.
TA’s social dominance IF SOCIAL media presence is a direct measure of success then Tourism Australia believes it is in great shape, producing more followers and engagement than any other national tourism body. In the last 12 months, TA has managed to boost its social audience by more than 900,000 members, producing enviable totals across the three dominant social platforms of Facebook (7.9m),
Instagram (2.8m) and Twitter (471,000). Australia’s Minister for Trade, Tourism and Investment Steven Ciobo believes much of the recent success Tourism Australia has enjoyed in the social space is attributable to some savvy campaigns targeting youth travel such as the ‘Aussie News Today’ push. The $5m marketing offensive was curated by youth for youth and saw stories from across Australia shared into the news feeds of millions of young travellers around the world. “The youth market is critical to Australia’s tourism, representing a quarter of arrivals and almost half of all international visitor spend,” Minister Ciobo said. “Young travellers and working holidaymakers travel further, spend more per trip and stay longer than other travellers.”
UNITED LAUNCHES NON-STOP SYDNEY TO HOUSTON FLIGHT
UNITED Airlines hosted a number of events in Sydney recently to celebrate the carrier’s inaugural flight from Houston, Texas, touching down in Sydney on 20 January. The new service will open up 70 new one-stop destinations for travellers coming out of Sydney, and is expected to attract 27,000 new visitors and inject $50m into the local economy. Pictured at the USA Consul General’s residence in Double Bay are some of the United Airlines staff from the carrier’s Sydney and Chicago offices.
Emirates ups London EMIRATES has moved to take advantage of the growing business community north-east of London by announcing plans to launch a new daily route from Dubai (DXB) to London Stansted (STN) from 08 June, 2018. The technology and pharmaceutical hubs of Cambridge and Peterborough were the major drivers behind the airline’s decision, which involves deploying its new Boeing 777-300ER aircraft on the route. Hong Kong, Dubai, Shanghai, Singapore and Mumbai are among the most popular business destinations from the East of England, each of which Emirates serves daily through its UAE hub. The latest decision brings Emirates’ services between Dubai and London to 10 departures daily, including its existing nine daily flights operating to Heathrow and Gatwick. “There is a clear demand for this service from both business and leisure travellers and we anticipate that this news will be warmly received both across our global network, as well as by the business community based in the Stansted catchment area,” said Emirates president Tim Clark. The addition of Stansted will give Emirates a total of seven UK destinations, with others including Birmingham, Newcastle, Manchester and Glasgow.
“
The youth market is critical to Australia’s tourism, representing a quarter of arrivals and almost half of all international visitor spend
”
Steven Ciobo, Federal minister for Trade, Tourism and Investment
Ovolo expansion HONG Kong-based Ovolo Hotels has ramped up its Australian presence, in January acquiring two properties in Brisbane and Canberra to add to its modest collection of four sites in Sydney and Melbourne. The Emporium Hotel Fortitude Valley in Brisbane was an “obvious choice” for the brand, Ovolo Hotels founder and chief executive officer Girish Jhunjhnuwala said, citing the 102room property’s “boutique nature and appealing location”. Settlement of the transaction is expected to be finalised in April, with a hotel rebrand slated for the same time. Last June, Ovolo took over the 50-room New Incholm Hotel & Suites, also in the Queensland capital, from AccorHotels’ which marketed the property under its MGallery by Sofitel brand, though it is yet to debut after an “Ovolo makeover”. In the nation’s capital, Ovolo bought the 68-room Hotel Hotel, which overlooks Lake Burley Griffin, from Molongo Group. “We believe this venture is the perfect alignment and
are delighted to be associated with this property,” Jhunjhnuwala remarked. Hotel Hotel and its and hatted Monster kitchen & bar will adopt a new identity under management by Ovolo effective 01 March. In mid-2014, Jhunjhnuwala outlined that expansion in Australia was part of the group’s long-term strategy.
Travel agent stole $24,000 A QUEENSLAND travel agent has been fined after taking more than $24,000 in payments from clients without ever booking the holidays she was paid for. Debra Lee Durrington, the former owner of Travel Experience Charters Towers, pleaded guilty at the Townsville Magistrates Court on five counts of wrongly accepting payment for flights and accommodation she failed to book or provide refunds for. Before Travel Experience Charters Towers ceased trading in August 2016, Durrington accepted payment from three affected consumers to book five holidays Continues over page travelBulletin FEBRUARY 2018
3
STATE OF THE INDUSTRY
BHUTAN STRENGTHENS FRIENDSHIP HEADLINES 12 Dec Richards joins Wendy Wu 12 Dec CA Beijing-Brisbane start 13 Dec TTC sells Creative Cruising 13 Dec Jetstar inks Travelport deal 14 Dec Hrdlicka exits QF group 14 Dec Webjet in-app messages 15 Dec QF 787-9s for MEL-SFO 15 Dec China picking up steam 18 Dec AFTA urges TRS reforms 18 Dec SQ flags airfare overhaul 19 Dec HLO moves on Magellan 19 Dec NTIA plans revealed 20 Dec Creative Cruising sets sail 20 Dec Domestic travel surges 21 Dec Emirates boosts London 21 Dec ACCC airline warning 22 Dec Magellan explains deal 02 Jan
EK cuts golf sponsorship
03 Jan
Magellan consultation
03 Jan
MTG agents demand answers
04 Jan
Magellan faces new rival
04 Jan
Field of Light extended
05 Jan
QF mandates customer data
05 Jan
River cruise move for Minor
08 Jan
TC touts independence
08 Jan
Sunlover to offer QF pts
09 Jan
Malaysia returns to BNE
09 Jan
VN plans new Aus routes
10 Jan
No group necessary – CVFR
10 Jan
Odell to take on China
11 Jan
Ovolo takes Emporium
11 Jan
HBA targets NZ, Asia, US
12 Jan
Travel Partners weighs in
12 Jan
QF defends AKL seat dip
15 Jan
Booking Boss acquisition
15 Jan
Tourism Aus leads social
16 Jan
QFLink upsizes to A320s
16 Jan
Buyer groups defended
17 Jan
Consumer protection alert
17 Jan
Canberra next for Ovolo
18 Jan
HA/Jetstar interline deal
18 Jan
Unity call on protection
19 Jan
Magellan deal in doubt?
19 Jan
Natural Habitat local GSA
22 Jan
Magellan founder speaks
22 Jan
NTIA nominations open
4
travelBulletin FEBRUARY 2018
IN A country that famously audits the happiness of its people as a national priority, the Government of Bhutan has instigated a tourism initiative based around friendships. To mark 15 years of diplomatic ties with Canberra, the tiny Himalayan kingdom has created a BhutanAustralia Friendship Offer that gives Aussies travellers exclusive discounts. Pictured celebrating the initiative are Bhutan’s Minister for Economic Affairs Lyonpo Lekey Dorji, the country’s Consul General to Australia Catherine Harris, Tourism Council of Bhutan director Chhimmy Pem, and Bhutan Department of Bilateral Affairs director general Kesang Wangdi.
Continues from previous page
“
for themselves and their families including flights, accommodation, tours and car hire between November 2015 and July 2016. Durrington failed to process the trips before the business ceased trading, with one consumer left $16,890 out of pocket for two holidays which weren’t booked. The families requested refunds from Durrington who assured them they would receive the money back, but they were never reimbursed. Fair Trading executive director Brian Bauer said traders who accepted payment with no intention of supplying goods had no place in the Queensland marketplace. Durrington was fined $10,000, ordered to repay the three affected consumers and a conviction was recorded.
Durrington failed to process the trips before the business ceased trading, with one consumer left $16,890 out of pocket for Sofitel to Chadstone two holidays which weren’t ACCORHOTELS will further expand its Sofitel brand in Australia under booked
”
a partnership with Vicinity Centres and Gandel Group, announcing it
will operate the Chadstone Hotel Melbourne as an MGallery by Sofitel. The $130m new-build property will become the 10th MGallery hotel in Australia when it opens in 2019, with construction slated to commence in the first half of this year. Located in Chadstone’s retail, dining and entertainment precinct, the 250-room property will reach 13 storeys high and provide guests with two restaurants, a lounge bar, day spa, fitness and meeting facilities. Simon McGrath, chief operating officer of AccorHotels Pacific, said the development would contribute to the evolution of the precinct. “Chadstone has become a destination in its own right with more than 500 stores across retail, entertainment and dining and having an internationally recognised hotel brand within the precinct, coupled with the strength of our loyalty and distribution platform will make for a powerful mix,” he said. “To now have a hotel in the city’s leading luxury retail hub is incredibly exciting and we look forward to the opportunities this will present our guests and our group.”
DATA ROOM
All the latest statistics from the ABS and BITRE to keep you in the loop.
DOMESTIC ON TIME PERFORMANCE
INBOUND MARKET
December 2017
Qantas
Jetstar Arrivals on time Departure on time Cancellations
79.3% 76.9% 0.9%
Arrivals on time Departure on time Cancellations
OUTBOUND MARKET
Top 10 destinations, Nov 2017
79.1% 79.1% 1.0%
Source
Trend (000)
Original (000)
New Zealand China United States UK Singapore Japan Malaysia India South Korea Hong Kong All inbound
116.1 120.1 66.3 60.7 37.9 36.4 34.0 27.6 28.1 25.4 759.1
114.7 101.4 75.6 74.8 44.0 40.2 37.1 27.8 27.3 21.3 776.9
Trend Oct 17/ Nov 17 % +0.5 -0.6 +0.9 +2.0 -0.2 +0.5 -2.1 +0.9 +2.1 +1.3 +0.4
Top 10 destinations, Nov 2017
Trend Nov 16/ Nov 17 % +2.8 +13.9 +7.0 +0.4 +6.5 +1.5 +1.7 +19.6 +16.1 +20.7 +7.2
Source: ABS
Destination
Trend (000)
Original (000)
New Zealand Indonesia United States Thailand China Singapore UK Japan India Fiji All outbound
119.4 96.0 87.1 50.4 45.9 35.8 51.9 35.4 31.9 28.3 889.5
114.7 86.8 81.2 49.9 47.2 36.5 34.4 29.2 28.3 26.9 772.9
Trend Oct 17/ Nov 17 % +0.8 -1.0 -1.1 +0.5 +0.4 +2.4 +0.2 +1.7 +0.9 -0.1 +0.3
Trend Nov 16/ Nov 17 % +2.7 -5.8 -4.8 +11.3 +11.5 +5.8 +1.6 +14.5 +13.1 -5.1 +4.7
Source: ABS
NDED OCTOBER 2017 ENDED OCTOBER 2017 All airlines
79.7% 80.4% 1.5%
-2.8%
Arrivals on time Departure on time Cancellations
81.1% 83.2% 1.6%
8%
Virgin Australia
Arrivals on time Departure on time Cancellations
-0.
International Passengers Carried (thousands) - October 2015 to October 2017 International Passengers Carried (thousands) - October 2015 to October 2017
DOMESTIC AIR MARKET September 2017
+ 0.
Oct-17
Sep-17
Aug-17
Jul-17
Jun-17
May-17 May-17
Apr-17 Apr-17
Mar-17 Mar-17
Feb-17 Feb-17
Jan-17 Jan-17
Dec-16 Dec-16
Nov-16 Nov-16
Oct-16 Oct-16
Sep-16 Sep-16
Aug-16 Aug-16
Jul-16 Jul-16
Jun-16 Jun-16
May-16 May-16
Apr-16 Apr-16
Mar-16 Mar-16
Feb-16 Feb-16
Jan-16 Jan-16
Dec-15 Dec-15
Nov-15 Nov-15
+4 .7 .3% %
.5 %
*Percentage points difference
+1
5.23m 5.99bn 7.31bn 82.0 54.1
+1
5.06m 5.84bn 7.37bn 79.3 54.1
Growth Yr to Nov Yr to Nov Growth % 16OUTBOUND 17 % OUTBOUND +3.3 58.88m 59.86m +1.7 +2.5 69.24bn 69.91bn +1.0 -0.8 89.01bn 88.24bn -0.9 2.7* 77.7 79.2 1.5* +0.1 642.9 639.5 -0.5
-3.0%
Total pax carried Revenue pax km (RPK) Avail seat kms (ASK) Load factor (%) Aircraft trips (000)
Nov-17
+2.5%
Nov-16
INBOUND INBOUND
+4.3%
5%
-1.2%
Source: BITRE
INTERNATIONAL AIR MARKET SHARE
INTERNATIONAL AIR ROUTES
International Passengers by Major Airlines - Year ended October 2017
International passengers by major airline – year ended Oct 2017
Top 10 city pairs (at October 2017)
Qantas Airways, 16.2% Qantas Airways,
City pair
16.2%
Others, 30.6%
Others, 30.6%
Jetstar, Jetstar, 9.2%9.2%
Emirates, Emirates, 8.4%8.4%
China Southern
China Southern Airlines, 3.0% Airlines, 3.0% Etihad Airways, Etihad3.2% Airways, 3.2%
Singapore Airlines, 8.1% Singapore Airlines, 8.1%
AirAsia 4.1% AirAsia X,X,4.1%
Cathay Pacific Air New Cathay Pacific Air New Zealand, 6.6% Airways, 4.6% Zealand, 6.6% Airways, 4.6% Australia, 6.0% VirginVirgin Australia, 6.0% Source: BITRE
Passengers YE Oct 16 Auckland- Sydney 1,605,277 Singapore-Sydney 1,454,771 Singapore-Melbourne 1,350,135 Auckland-Melbourne 1,176,757 Singapore-Perth 1,123,503 Hong Kong-Sydney 1,079,032 Auckland-Brisbane 960,527 Los Angeles-Sydney 912,719 Denpasar-Perth 879,598 Kuala Lumpur-Melbourne 821,507 Top 10 City Pairs 11,363,826 Other City Pairs 25,821,181 ALL CITY PAIRS 37,185,007
Year ended
Year ended
Year ended
% of total % change 17/16 4.0 -1.2 3.8 +1.5 3.6 +4.7 3.1 +4.3 2.9 +2.5 2.7 -0.8 2.5 +0.5 2.3 -2.8 2.2 -3.0 2.1 +1.3 29.2 +0.9 70.8 +7.7 100.0 +5.6
Source: BITRE
International Passengers by Uplift/Discharge City Pairs Australian
Passengers YE Oct 17 1,586,077 1,476,737 1,414,062 1,226,969 1,151,443 1,069,861 965,207 887,206 853,543 832,406 11,463,511 27,816,484 39,279,995
travelBulletin FEBRUARY 2018
% of
% Change
5
STATE OF THE INDUSTRY AUSTRALIAN AIRPORTS
MAIN DOMESTIC ROUTES
International passengers through Australia’s major international airports – October 2017
Top 10 domestic city pairs at November 2017
City pair
MelbourneSydney Brisbane-Sydney BrisbaneMelbourne Gold CoastSydney AdelaideMelbourne Melbourne-Perth Gold CoastMelbourne Adelaide-Sydney Perth-Sydney Hobart-Melbourne
Passengers Passengers % change YE Nov 16 YE Nov 17 (000) (000) 8,906.4
9,071.1
+1.8
4,652.9
4,741.0
+1.9
3,485.7
3,543.7
+1.9
2,703.5
2,731.9
+1.1
2,388.8
2,443.0
+2.3
2,070.3
2,038.9
-1.5
1,957.8
2,009.4
+2.6
1,873.7 1,754.4 1,546.4
1,893.8 1,719.4 1,628.1
+1.1 -2.0 +5.3
City pair
16 607 292 224 963 710
ATAS locations: 2,904 total
52
40
As of 21 November 2017
^Scheduled services recommenced September 2015 `Scheduled services recommenced September 2016
Source: BITRE
Steve Jones’ Say I WAS as shocked as anyone when Helloworld announced it was buying Magellan Travel Group. Well, not quite. I’m sure I wasn’t half as surprised as Magellan’s rank and file members. They, like the rest of us, had no idea what their board was up to. Their shock must have been almost palpable, particularly those who had left Helloworld to join Magellan. What didn’t surprise me was the fall out that followed and the ensuing scramble from rival groups to exploit the inevitable unrest. I suspect Magellan’s board also
6
travelBulletin FEBRUARY 2018
Sydney Melbourne Brisbane Perth Gold Coast Adelaide Cairns Darwin Canberra` Townsville^ Sunshine Coast* Norfolk Island Port Hedland~ All Airports
Passengers YE Oct 16 14,953,401 9,520,794 5,408,844 4,336,562 1,081,185 900,657 629,037 267,708 10,200 39,139 18,843 8,313 10,324 37,185,007
Passengers YE Oct 17 15,869,281 10,193,389 5,675,251 4,409,627 1,080,320 958,061 657,312 278,374 82,002 48,763 13,719 7,452 6,444 39,279,995
% of total % change 17/16 40.4 +6.1 26.0 +7.1 14.4 +4.9 11.2 +1.7 2.8 -0.1 2.4 +6.4 1.7 +4.5 0.7 +4.0 0.2 +703.9 0.1 +24.6 0.0 -27.2 0.0 -10.4 0.0 -37.6 100.0 +5.6
*Seasonal services only ~Scheduled services recommenced April 2015
Source: BITRE
fully anticipated the adverse reaction from some members. If they were surprised, they shouldn’t have been. I have a lot of time for Magellan, its founding members and its philosophy of transparency. Its growth and approach have been admirable and it is rightly regarded as one of the industry’s success stories. Yet the manner of the deal with Helloworld made a mockery of this policy of openness. When members needed to be consulted the most, they were kept in the dark. That was wrong. Understandably it has left Magellan retailers more than a little agitated. Some reportedly learned of the transaction through Travel Daily. It’s hard to believe this was such a hastily conceived agreement that no opportunity for consultation was possible. Notwithstanding ASX regulations which complicate the disclosure of information, there would have been ample opportunity for the Magellan board to at least share their strategic thinking with members. Little wonder Express Travel Group in particular has sought to stir the pot and offer disaffected Magellan members a new home. So when the dust has settled – and that might take a while – what will this mean for Magellan? Access to better technology has been cited as the key driver for the deal, and we all know how critical technology is. So that is clearly a plus.
“
The manner of the deal with Helloworld made a mockery of this policy of openness. When members needed to be consulted the most, they were kept in the dark
”
As for the structure, Magellan will “continue to operate in its current form”, according to Helloworld. But to what extent remains to be seen and tough questions will inevitably follow over whether, under new masters, it can truly deliver on its existing proposition. Currently, members are told they control their own destiny with decisions taken solely for their benefit. In addition, agents see “every dollar spent and every dollar due to them” and are kept “fully informed of all commercial dealings”. And then, of course, is the pledge that members retain all profits and earn “best-in-market commission… undiluted by administrative overheads or shareholder dividends”. Can all this really be preserved under Helloworld which, like any public company, has a duty to shareholders? Under Andrew Burnes, Helloworld has certainly attempted to put agents at the forefront of the business. It is no longer the “horrible beast it once was”, as one senior agent told me. And Burnes is astute enough to know not to meddle in a network that has enjoyed such success. If it ain’t broke, don’t fix it. Nevertheless, as a subsidiary of Helloworld, it’s hard to see how Magellan can operate in the future with quite as much flexibility and transparency.
Fly Free with AAT Kings Effortless exploration of Australia and New Zealand is now even easier with AAT Kings. Guest can now Fly Free * on a selection of our best-selling Guided Holidays, with free * return flights from most major capital cities. Our complete-package holidays include all the must-see highlights, fascinating commentary & local insights, carefully chosen accommodation, breakfast daily & many other meals, travel by luxury coach, airfares & airport transfers. Our expert team of Travel Directors and Driver Guides bring each of these destinations to life and we’ve taken care of everything so your clients can sit back, relax and enjoy their holiday.
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• Explore the mystical Pinnacles • Visit Karijini’s waterholes
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$9995*
per person twin share
• Cruise on the Gordon River • Discover Salamanca Market
12 Day Guided Holiday and free return airfare from
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Outback Adventure
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• Witness an Uluru sunset • Climb Kings Canyon
• Cruise through ‘Hole in the Rock’ • Travel on the TranzApline train
• Explore Kata Tjuta • Discover the Devils Marbles
15 Day Guided Holiday and free return airfare from
$5995*
per person twin share
per person twin share
• Travel on the TranzApline train • Discover Franz Josef Glacier
18 Day Guided Holiday and free return airfare from
$6650*
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For more information or to book call 1300 556 100 or visit aatkings.com/travelbulletin *Australian Guided Holiday Airfares are Ex. Adelaide, Brisbane, Melbourne, Sydney & Perth. *New Zealand Guided Holiday Airfares are Ex. Adelaide, Brisbane, Melbourne, Sydney. Price is per person twin share including return economy airfare based on low season departures. Terms & Conditions apply. Visit aatkings.com/ travelbulletin. ATAS No. 10527 12487a
ISSUES & TRENDS
AUSSIES TURN ATTENTION BACK TO EGYPT THE Australian market has witnessed a “resurgence in interest and travel to Egypt, especially over the last six months,” according to Abercrombie & Kent’s managing director Sujata Raman. Traditionally the ancient wonders of Egypt have proved very popular with Aussie tourists, however after 2011 the destination began to wane in the face of ongoing political instability. A recent survey of Abercrombie & Kent clients found that Egypt was restoring its appeal within the local market, particularly among “sophisticated Australian travellers” who now view the destination as somewhere they would love to visit over the next two years.
AFTA VIEW Jayson Westbury, chief executive AFTA
IT IS hard to imagine that an entire year can pass and a matter that I wrote about in this edition of travelBulletin in February 2017 is almost being put to bed. I speak of the collapse of the All Leisure Group (ALG) and the pending refunds to travel agents and clients. AFTA got involved directly with our sister organisation ABTA who initially were not looking to provide refunds from the ABTA scheme which covered bookings on ALG. A year on, the money is flowing fast with travel agents and clients having funds deposited into their accounts in the final weeks of January and this month. What is noteworthy in this case is that travel agents who had been hit with a Credit Card Chargeback have also been refunded. This is somewhat of an unprecedented scenario and great news for those agents who got caught up in the middle of the entire mess. A very big shout out also to Discover the World (DTW) which has been actively involved in the management of the process between the Australian agents, customers and ABTA in order to ensure that for as much as possible refunds If ACS had been got paid. DTW was involved in the in place when the transition handling for ALG prior to its collapse. ALG collapse had It has truly been a learning taken place, all of experience for everyone involved and the agents who a miracle. From AFTA’s perspective this has shown us the coverage had been hit with that a fund for the purposes of chargebacks... covering travel agents who get hit would be covered with a chargeback when a supplier collapses can provide. That is why the new AFTA Chargeback Scheme (ACS) is so imperative for Australian travel agents. If ACS had been in place when the ALG collapse had taken place, all of the agents who had been hit with chargebacks (provided they had been part of the scheme and transacted via the payment partner) would be covered. I am also extremely confident that it would not have taken a year for everyone to get their money back. It’s amazing that in just over a year AFTA has managed to not only resolve this issue with ALG and ABTA, but has conceptualised, developed and deployed a scheme for the specific purpose of protecting agents when suppliers collapse. The momentum of agents taking up ACS cover is building and of course the concept of the scheme is the more the merrier as it is stronger with more agents involved. One key difference in the way the ACS scheme has been developed is that it comes at no cost to the travel agent. The cost of the cover is built into the credit card surcharge passed on to the consumer. The year ahead is set to be a good one for the travel industry and I hope that we do not have any significant challenges like this ALG collapse, but if we do those who have the cover with ACS will be smiling all the way to the bank. If you want more info on the scheme, just get in touch with AFTA via www.afta.com.au.
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Following this positive feedback, the luxury tour operator has launched a new small group package called Egypt, The Nile & Alexandria. The trip takes a maximum of 18 guests on a trail tracking the movements of Egypt’s many prominent pharaohs, emperors and conquerors. Travellers will venture from Cairo to Luxor, Aswan and the Mediterranean coast at Alexandria. “We decided the time was ripe to design a small group journey to Egypt specifically for Australian travellers…and because Egypt holds such a special place in my own heart – I lived in Egypt for several years growing up – I put my hand up to host one of the first departures on 8 September this year,” Raman said. Outside of the traditional appeal of historical favourites such as the river Nile and The Great Pyramids of Giza, Raman says the country has taken a proactive approach to reviving the tourist industry. “Egypt’s government has worked to reopen many key attractions in recent years, including the tombs of King Seti and Queen Nefertari in 2016 and 2017, the four tombs used to bury royal butlers, which reopened in late 2015, and the much-anticipated new Egyptian Museum which is scheduled to open in Giza later this year,” Raman said. Abercrombie & Kent’s new small group tour costs $9,995 per person twin share with guaranteed departures from 1-13 September and 8-20 September this year.
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ISSUES & TRENDS
AIRBUS’ A380 WINS REPRIEVE WITH LIFESAVING ORDER on the Sydney route in 2007, the A380 has in recent years struggled to attract new buyers as airlines opt instead for smaller twinengine, carbon-composite options that offer greater fuel efficiency, including Boeing’s 787 Dreamliner and the Airbus A350. Speculation about its future intensified at last year’s Dubai Airshow where Emirates announced orders for 40 Boeing 787s – the first time it has opted for Dreamliners – yet failed to reveal any new investment in A380s. A visit by French President Emmanuel Macron to China in early January brought further speculation, with media reports that he was seeking a deal in which Chinese airlines would take a stake in the superjumbos production business in return
for a 100-aircraft order. Emirates has been the world’s largest A380 customer and currently has 101 of the aircraft in its fleet. Together with existing orders for 41 superjumbos, the carrier’s latest deal will give it 178 A380s with a combined value of more than $US60 billion. Meanwhile, both Boeing and Airbus have reported record production in the past year as airlines worldwide expand and modernise their fleets in response to surging demand. Boeing claimed an industry record, driven by strong demand for its 737 and 787 aircraft, and handed over 763 aircraft during 2017. Airbus was close behind, setting its own new record of 718 planes in 2017, about 30 more than its previous record in 2016.
Tourism Australia
THE Airbus flagship A380 superjumbo has won a stay of execution after Emirates last month confirmed the purchase of 36 new aircraft at a cost of US$16 billion – enough to prevent a long-feared shut-down in production. Just days after Airbus publicly admitted it was making contingencies to shelve the aircraft’s manufacture, its biggest customer committed to firm orders for at least 20 new A380s and options for 16 more. Though short of the 100-plane deal Airbus was reported to have sought, a memorandum of understanding between the parties ensures the passenger behemoth will remain in production well into the 2020s. Having become a familiar sight at world airports since its launch by Singapore Airlines
FIELD OF LIGHT EXTENDED THE Field of Light at Uluru has been extended a second time and will remain in place until 31 December 2020, operator Voyages Indigenous Tourism has confirmed. Having been viewed by more than 200,000 since its launch, the work, by artist Bruce Munro, had been previously scheduled to end in March. Voyages executive general manager of sales, marketing and distribution Ray Stone said the display had brought high demand and occupancy to Ayers Rock Resort. “This further extension offers guests the opportunity to enjoy not only the spiritual nature of the destination, but experience it in a unique and mesmerising way,” he said. 10
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Tourism Australia managing director John O’Sullivan welcomed the extension. “Field of Light has been a remarkable success and there’s clearly still significant demand amongst people both here in Australia and overseas to make the journey to Uluru to see what is unquestionably one of world’s most spectacular and immersive exhibitions,” O’Sullivan said. The solar-powered display has been in place since April 2016 and involves 50,000 stems crowded with illuminated frosted-glass spheres, spread over an area the size of nine football fields among the dunes at Uluru.
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ISSUES & TRENDS Singapore Airlines lifts Canberra, Sydney and Melbourne CANBERRA’S ambitions for greater international air connections have received a boost with news that Singapore Airlines will increase its services from four a week to daily from 1 May. The seven-day services will come in the form of a fifth daily flight through Sydney, travelling year-round via the national capital on its return to Singapore aboard an upgauged Boeing 777-300ER instead of the current 777-200. But as a result, Singapore Airlines will end its “capital express” service between Canberra and Wellington, de-linking the two
cities after just over 18 months’ operation. Instead, the airline will increase its Melbourne operations, adding a new fourweekly service that travels onward to the New Zealand capital aboard a Boeing 777-200. Singapore Airlines regional vice president Philip Goh said the changes would provide greater choice. “Increasing services to Canberra and deploying a different aircraft type allows us to offer more travel options from a schedule perspective as well as additional premium cabins, reinforcing our commitment to the ACT and surrounding region,” he said.
BALI COUNTS THE COST OF AGUNG’S OUTBURST BALI’S ill-tempered volcano Gunung Agung threw the local aviation sector into chaos during November, but the full impact of the mountain’s fury has only become clear more recently. Figures released last month by the Bali Government Tourism Office show the volcano resulted in a 20% decline in Australian tourism arrivals during November when compared to the same month in 2016, exacerbating a 10% decline recorded during the volcano’s initial rumblings in October. Australian carriers Qantas, Jetstar and Virgin Australia halted flights over several days during November as ash clouds threatened to impact Balinese airspace, while the island’s Ngurah Rai International Airport was closed completely for two days at the height of the eruption. The number of Australians who arrived that month was limited to 73,795 as a result, while overall international arrivals
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during the month dropped 12.6% year-onyear to 361,006. Flights have operated as scheduled since then, though exclusion zones around the still-active volcano have been maintained and the Balinese tourism industry may be counting the cost for some time to come. In an effort to revive the sector, Indonesia’s Tourism Ministry has targeted flexible travellers and encouraged discounting among hoteliers. At an industry briefing in Sydney in December, Ministry of Tourism spokesman William Kalua said accommodation providers in Bali had responded with “very steep discounts”. “We see this as an opportunity for people flexible with dates – this could be your best deal of the year,” Kalua said. He said those less concerned by potential flight disruptions would be
targeted, such as retirees, students and people with extended leave. The government also hoped to encourage discounted flights to package with hotel deals. “The ministry is encouraging the airlines to sharpen their offering and create a better package,” Kalua said. In the meantime, Indonesia’s Tourism Ministry is pushing ahead with longer-term plans to create “10 new Balis” as a means of dispersing tourism to other high-potential points in the archipelago. Areas earmarked for additional marketing attention and the development of home-stay accommodation include Danau Toba, Tanjung Kelayang, Tanjung Lesung, Kota Tua Jakarta, Borobudur, Bromo Tengger Semeru, Labuan Bajo, Wakatobi, Mandalika and Morotai. Seven of the 10 “new Balis” will share a common nautical theme, while others will have links with Indonesian culture.
STORYTELLING PAYS DIVIDENDS FOR CLUB MED A SHIFT in brand strategy has helped to fuel an ambitious expansion phase for Club Med in Australia’s region according to the company’s general manager of Australia and New Zealand Madeleine Clow. “We have lots of activity planned moving towards 2020, so places like the Seychelles, Sri Lanka, Indonesia and Vietnam are all in the pipe,” Clow said. “We’ve got 100 projects planned for Asia alone.” The driver for this growth, the company believes, has been an increased emphasis on tailored experiences for guests. “We can never compete on a price level because we offer a really good all-inclusive product as opposed to booking a hotel for a night on Booking.com, so we went down the storytelling angle and
really started bringing experiences to life for the Australian market instead,” Clow said. “We looked at somewhere like the Maldives which wasn’t even on the cards and then we examined the trends and we realised that surfing was massive, and we had the opportunity to integrate surfing lessons and we changed the product – now the Maldives is a bigger destination for us than Thailand.” The approach appears to have boosted Club Med’s balance sheet, with the group growing its Australia and New Zealand market share by 50% over the last three years, and plans in place to achieve the same goal over the next three years. With the new upmarket and immersive strategy in place, communicating the value of its model to the trade remains a big focus for
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Madeleine Clow, GM Aus & NZ, Club Med
the company which is currently running several initiatives to ensure agents have the tools needed to sell the brand effectively. “One thing we have done is create a travel agent portal, an online site where agents can go and get all the resources they need. They can download banners, grab Facebook ads, get product information and that is there for anybody who wants to further develop their skills,” Clow said. “We now also have seven in-store boutiques, places which give agents the right type of infrastructure to help them sell and by partnering they are in line to get better commissions, earlier access to deals and increased education and training.” Club Med launched its 2019 packages on 31 January.
ISSUES & TRENDS
AIRLINES PUT ON NOTICE OVER FEES
AUSTRALIA’S major airlines have committed to talks with the national consumer watchdog after being hit with a warning over refund policies and the fees they charge to change bookings. After an investigation into more than 1,400 passenger complaints, the Australian Competition and Consumer Commission (ACCC) issued an Airlines Terms and Conditions report in the days before Christmas, putting the carriers on notice that it might take further action if they fail to make improvements. The airlines are now in discussions with the corporate regulator in an effort to appease its concerns, which centre on “no refund” statements and what it says are “excessive” fees imposed for flight cancellations and revisions. “We are concerned that some airlines’ policies appear inconsistent with consumers’ rights under the law,” said ACCC chairman Rod Sims. “A major issue for consumers is excessive fees for flight cancellations. While airlines are free to differentiate their fares based on flexibility, they should not impose fees that are disproportionate to the original fare,” Sims said. Among examples of concern cited by the ACCC is the case of a consumer who bought return flights between Sydney and Los Angeles
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Airlines must deliver on remedies their customers are entitled to without delay or excuse
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Rob Sims, chairman, ACCC
for four people at a cost of $3,500. When the consumer cancelled the flights more than one month prior to departure, the airline charged $2,000 in fees, or more than 57% of the original fare. In another case, a passenger making a same-day trip between Sydney and Canberra had their flight cancelled because of a mechanical fault. The delay extended beyond the time of their return flight, yet the carrier refused a refund and would only offer a credit. “Airlines must deliver on remedies their customers are entitled to without delay or excuse,” Sims said. While passengers are protected by the terms of Australian Consumer Law and are entitled to refunds in certain circumstances, the ACCC is concerned airlines may be misleading in making “no refund” statements online, particular in relation to low cost fares. “It is completely inadequate to have ‘no refund’ statements qualified in obscure fine print,” Sims said. “These blanket statements can wrongly lead consumers to think they can never get a refund, in circumstances where they can.” “The ACCC will engage with the airlines about the concerns raised in our report to discuss our expectations for change,” he said. “Where
consumer issues continue, the ACCC will likely look to take action.” Consumer advocate Choice welcomed the report and said airlines were under greater scrutiny than ever before. “We are pleased to hear the ACCC has put Australia’s airlines on notice – ‘no refund’ statements and excessive cancellation and change fees will not be tolerated,” said Choice head of campaigns Sarah Agar. “The regulator’s bid to potentially step in and take action on individual cases is great news for any frustrated traveller who’s been treated poorly by their airline,” she said. Qantas defended its stance on refunds, saying “aviation is unique in many aspects from other industries, and our fares and conditions reflect that we cannot resell a seat after a flight has departed”. “We will discuss this in detail with the ACCC,” a Qantas spokesperson said. Virgin Australia also said it would respond to the ACCC’s concerns. “Virgin is committed to doing the right thing by our customers and we review our conditions of carriage on a regular basis,” the carrier said in a statement. “We look forward to engaging constructively with (the ACCC) as this is in the best interests of our customers.”
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Business Publishing Group also produces in depth guides into the important areas of the industry. Comparing Airline, Cruise, and touring suppliers in three devoted guides across the year; they are the best way to objectively compare what each company has on offer in one easy location.
COVER
Helloworld’s takeover of the Magellan Travel Group came as a shock to the industry when it was announced in late December 2017 – not least the members of the previously happy, satisfied and prosperous group who were blindsided by the announcement of the whopping $32.5 million deal. Bruce Piper looks behind the scenes of the acquisition which could be set to once again change the Australian travel distribution landscape.
Magellan Travel Group back to the future? 16
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ISBELIEF, devastation, mystery, suddenness, lack of transparency, naked greed. The adjectives began flying quickly after 19 December 2017, when Helloworld Travel Limited released an ASX announcement confirming it was set to acquire the Magellan Travel Group. Later that week – after 7pm on the Friday before Christmas – a further update confirmed the transaction documentation had been finalised, with the deal expected to settle in early January. It’s likely to be “back to the future” for many Magellan members, with the acquisition set to see them return to the business they progressively fled over the last ten years, seeking relief from multiple ownership and leadership changes, as well as perceptions that shareholders in Helloworld/Jetset Travelworld/ Stella were benefiting at the agents’ expense. It seemed the deal was done and dusted with unseemly haste. Magellan chairman Andrew Jones at the time claimed feedback from members had “on the whole been very positive”. Despite his repeated insistence that
D
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It is fair to say that in a heartbeat the happiest, and arguably the best group in the industry has become a sad, angry one.
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any dissenters were a small minority, members quickly mobilised to firmly express their opposition to the deal – and those numbers appeared to just grow and grow. Key issues cited were a perception of unfairness, with members initially offered a reported $10,000 in cash plus $25,000 in Helloworld shares – while the lion’s share of the proceeds were to go to the holders of the ‘founding’ shareholdings, Andrew and Trevor Jones along with CEO Andrew Macfarlane. Directors Penny Spencer and Carl Buerckner were also rumoured to be receiving a generous payday - but in contrast to Magellan’s transaparency mantra details remain sketchy. There were also questions around the timing of the deal, with a perception that it was being “snuck through” over the holiday period. There was disbelief at claims that it had all come together in a six week period, along with fury at a lack of information which was claimed by the directors to be due to rules around disclosure by the publicly-listed Helloworld Travel. But
worst of all was the fact that the deal had been done without any consultation whatsoever. As one prominent member put it to travelBulletin, “it is fair to say that in a heartbeat the happiest, and arguably the best group in the industry has become a sad, angry one”. Following legal advice and extensive poring over the Magellan Trust Deed which governs the group – and in theory guaranteed Magellan could never be sold without the members’ consent – a letter signed by agents representing about a third of Magellan’s 130-strong office network was sent to the directors, saying they were “obliged pursuant to s181 of the Corporations Act 2001 to exercise your powers and discharge your duties as directors of the Trustee in good faith in the best interests of the Trustee”. A series of questions noted that the directors did not convene a meeting to discuss the transaction prior to the finalisation of documentation, and asked for more detail on the deal. A cursory glance at the Magellan Travel website gives an easy insight into the fury. The group’s mission statement says it aims to “enhance the profitability of Independent Travel Agents and empower them to control their own destiny”. Magellan is “completely transparent and agents are kept fully informed of all commercial dealings,” the site insists – words which now echo hollowly in the ears of the disillusioned members.
The valuation At first glance there is no wonder the Magellan directors jumped at the opportunity when Helloworld offered a whopping $32.5 million price tag for the group. Perhaps reflecting the adage “if something looks too good to be true, it probably is,” the valuation is a staggering multiple for a business which by definition makes no profit. The Magellan trust deed, established a decade ago to ensure members travelBulletin FEBRUARY 2018
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COVER Continues from previous page had control of their own futures, specifically dictates that all profits of the business are to be distributed to the members. Thus the purchase of the 15% “founding shareholdings” at the most returns 15% of the profits to Helloworld. Moreover, the trust deed also specifies the price to be paid if one of the founders sells, as three times the income generated by that shareholding. It’s widely known that Magellan CEO Andrew Macfarlane paid $750,000 to Kevin Dale when he took over his 5% stake – indicating that Dale and his fellow founders were each reaping $250,000 annually from the business. However they also each contributed $50,000 to “top up” Macfarlane’s CEO salary, making the annual return on the 15% being purchased by Helloworld a total of $900,000. That means that the $32.5 million price tag equates to a 36 times multiple – that is, it will take 36 years for Helloworld to recoup its investment in the business. Of course, it isn’t that simple– when he announced the acquisition Helloworld CEO Andrew Burnes also carefully noted that the deal would “materially increase the volume of TTV that Helloworld Travel members transact
At first glance there is no wonder the Magellan directors jumped at the opportunity when Helloworld offered a whopping thirty two million dollar price tag for the group with suppliers in Australia and globally by approximately $900 million”. That was an intriguing statement, given that Magellan agents were told at initial meetings to discuss the offer that a key driver was a lack of growth in sales, and that volumes being directed through the group’s head office were more like $450 million – meaning members were only supporting preferred suppliers in about 50% of cases. Helloworld Travel will definitely see an increase in volume as a result, particular as members switch ticketing to Air Tickets and their volumes are captured by Helloworld preferred agreements with suppliers like Princess Cruises. Burnes said he expected the deal to be “earnings accretive” so clearly he is optimistic about the potential upside. There is also the factor
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The Magellan website highlights how its members “control their own destiny”
of Helloworld’s status as a publicly listed company - if investors come out in favour of the deal, an increasing HLO share price will more than cover the price paid for Magellan Travel as the company’s momentum lifts. However suppliers aren’t stupid, with critics of the deal saying those seeking growth will simply reset the Helloworld Travel targets to reflect the increased volume after the first year which integrates Magellan’s turnover. Another key issue for Helloworld going forward is integration of Magellan among its other brands. Burnes said Magellan would become a “sixth retail network” for the company, operating alongside Helloworld’s branded and associate models, the My Travel Group affiliate members, MTA Travel and the Helloworld Business Travel group. It may be a difficult juggling act for Helloworld to manage the expectations across the different networks – particularly if it’s perceived that some agents are getting a better deal than others.
Competitors circling
“new home” for ex Magellan members to consider, with a new Trust Deed to be jointly and majority owned by the members – and in particular set out to ensure any change of control cannot occur without an all member majority vote. CVFR Consolidation joined the fray, saying its wide array of air deals means agents didn’t need to be part of a buying group at all. Travel Partners MD Jeff Hakim highlighted his offer and the importance of agents having access to “a full range of products at the best return to ensure viability,” while consulting group AppliedSense noted that most agency owners are “unable to negotiate the complex override agreements” offered by buying groups. It is understood that other groups such as CT Partners have also been making pitches to selected Magellan agents, who have clearly been considering all options - particularly a devastated cohort who only left Helloworld for Magellan a matter of months ago.
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The ructions within Magellan have provided an opportunity for rival groups, who were quick to capitalise on the unrest. Express Travel Group CEO Tom Manwaring was one of the first to react, emailing all Magellan members to express his shock at the announcement. “In my view, the purchase by Helloworld drives a reduction in distribution competition and more importantly, removes independent choice for Magellan Travel Group members and agents across Australia,” he said. Manwaring formally announced a
In my view, the purchase by Helloworld drives a reduction in distribution competition and more importantly, removes independent choice for Magellan Travel Group members and agents across Australia Tom Manwaring
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Where to now? After the initial reaction to the “low-ball” proposal from directors in late December, the Magellan board upped its offer to a total of about $11 million on 10th January, meaning a third of the cash and shares from Helloworld would go to members. It’s understood this figure was divided on a sliding scale ranging from about $65,000 through to $220,000 depending on individual agent TTV and longevity with the group. While some members were philosophical and inclined to accept the offer, again a significant group – representing about $320 million in TTV – formally rejected the increased remuneration. Amid the ructions, founder Kevin Dale expressed his dismay at the deal, writing an open letter about the situation which was published in Travel Daily. “How could the idealism of the three founders come to this?” he asked, with Magellan now “riven with dissension, cynicism, anger and disillusionment”. Shortly before travelBulletin went to press a national summit was convened in Melbourne, with the group flying all members to the Crown Palladium ballroom in an attempt to get the deal through. At the 23 January gathering the beleaguered board once again upped its offer to members, with the revised
In happier times: Andrew Jones, Trevor Jones, Andrew Macfarlane and Kevin Dale at the group’s 2010 conference
deal now believed to see two thirds of the proceeds from Helloworld handed onto members – or more than $20 million. While this isn’t the 85% split sought by some of the activist members, it’s seen by many as a fair compromise, and Dale, who had been set to provide a contribution to travelBulletin about the takeover, has now decided not to take up the opportunity, saying it is time for the healing to begin within the splintered organisation. Others noted that the new offer would see
p. a new travel grou together to found e m ca ts en ag l lia’s ree trave e sales of Austra A decade ago, th t over successiv en nm sio lu sil di d by deep They were unite ic companies. cy chains to publ en ag l ve t it was their tra or maj is process, and ye th in y sa no out d companies. With those chains ha ve to the public The members of ’ cti ts tra en at ag e ns ai th ch of e the ld the fruits success that mad t of the chains so en em ag an m e consultation th themselves. the proceeds for an Travel, labours and kept ey called Magell chain, which th w and ne d eir lou th is d th ge pled al. They said The three agents system of members’ approv nt t re ou pa th ns wi ld tra a so d would never be en, they pledge founders. dly and just as oft bers; 15% to the often. Just as lou em m l al to % 85 – e ing m co d, over the ensu distributing in three agents an e os d th an of ts e en on s ag cause I wa any other sion attracted m I know all this be proudly as our vi us group. ed ro tch pe wa os I pr s, d ar 10 ye ected, happy an sp re a be to ent ew Magellan gr alised an agreem the directors fin , s no as wa tm e ris er Ch Th e ay befor ock to me. Then on the Frid is was a great sh rast to Th nt . co k rld ar wo st llo in d He to . An to sell Magellan s sprung on them ion-plus sale members. It wa lk of the $30 mill bu st va e consultation with th e, m riven with co in w of no is lit sp an 5 -1 a result Magell As the accepted 85 . rs cto re di e go to th proceeds were to sillusionment. m, anger and di cis ni cy n, sio en diss e to this? ree founders com ealism of the th id e th d ul co w Ho Excerpt from Kevin Dale’s open letter
some smaller members receive more than their businesses are worth, and will be a windfall for those approaching retirement. But a cohort said to represent over $300 million in TTV are hesitant, and were still threatening legal action against the board during the Melbourne crisis meeting. The directors – Andrew Jones, Trevor Jones, Andrew Macfarlane, Carl Buerckner and Penny Spencer – will need to work hard to regain the respect of many of the senior members of the group. Questions continue to swirl – including details of the income from the deal that each of the quintet will receive and suspicion it is out of proportion to the rest of the group. The revised offer to members, which is believed to include a two year contract with Helloworld, was set to be unveiled just before the end of the month and it remains to be seen whether the “devil in the detail” will continue to dissuade participation in the takeover. Some conspiracy theorists have conjectured that it’s possible the entire situation was contrived by Helloworld CEO Andrew Burnes, who in a Machiavellian stroke of genius has managed to damage a longtime irritant. If the deal had fallen over - and many believed this was a possibility given the material change to Magellan’s fortunes if the dissenters decided to leave - he would have managed to destroy the rival group without spending a cent. If, as expected, it proceeds as planned, he has brought the wanderers back to the fold, and it will be up to him and his team to prove the negative factors that made the agents leave Helloworld in the first place are now no longer relevant. The industry looks forward with bated breath to see how it will play out.
travelBulletin FEBRUARY 2018
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BUSINESS VIEW
CAREER IN
FOCUS JONICA PARAMOR
and close relationships with the travel trade borne out of not just the longevity in the business but also some fantastic trips.
Founder and co-owner, Unique Tourism Collection
1. What does your role involve and how long have you been in your current position? As the founder and co-owner of The Unique Tourism Collection (UTC) with my business partner and closest friend Svetlana Jovanovic, I have been in business for over 25 years. There is no typical day for me – I do everything from running the business, bringing in the business and working in the business. My role involves managing our team to writing and implementing the sales and marketing strategy for a client, creating a PR strategy and plan, organising a roadshow, presenting in front of hundreds of people, designing consumer and trade campaigns to escorting journalists or travel trade to one of our many amazing products and destinations. 2. How did you start out in your career? Were you always destined to work in the travel industry? I started my career at Qantas, working in the marketing team of the joint venture of Qantas and American Airlines to roll out Sabre in Australia, previously known as Fantasia. I left in the early 90s to go out on my own and start my own business. Doing some work for Tahiti Tourisme led me to my current incarnation of starting a business specialising in luxury tourism and destination marketing and I haven’t looked back. Svetlana joined me not long after that as I needed help for three months and we are still going strong and best friends after more than two decades. 3. Did you complete formal qualifications, and do you think they are important? I have a Bachelor of Arts in Political Science, majoring in communications and business – I guess that is somewhat relevant as that is the 20
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5. What were some of the greatest challenges you’ve faced in your career? Probably our biggest challenge has been running the business and keeping people employed. We’ve been successful though, celebrating our 25th year in business in 2017, so I am very proud of what we have achieved. 6. What factors were central to your success? Relationships are number one and strong ethics. In 25 years, we have always strived to do the right thing by people and offer the best and most honest level of service and never take for granted the good fortune we have in our staff, our travel trade partners and our clients.
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That is the core of marketing – communicating an enticing message and selling aspirational places to travel to
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core of marketing – communicating an enticing message and selling aspirational places to travel to. In terms of tourism, I do think some formal qualifications are needed to understand the different levels of distribution. 4. What do you love about your job? I love the travel of course. At The Unique Tourism Collection, we are very fortunate to have stayed true to our positioning as only representing the best in luxury and experiential product and destination in the world so we get to travel and experience all of them. Most importantly, it is the strong
7. Did you have a mentor, and if so, how did you find them? Travel gives you the opportunity to meet the most amazing people who have enriched my life no end. I have also been part of the TIME professional mentoring program facilitated by Penny Spencer that really opened my eyes to other ways to do business. A lovely lady we used to share office space with said it’s important to look up now and again because if you always have your head down, you will miss something. 8. What advice would you give to others in the industry who would like to follow in your footsteps? This business is like no other and like other industries has its own challenges and an ever shifting landscape. It’s a lot of hard work that can look glamorous to the outside world with the travel and events but if you’re willing to get down and dirty and leave your ego at the door, it is a wonderful opportunity to meet some amazing people, visit some amazing places and your life will be so much richer.
THE KEY TO HANDLING PRICKLY CUSTOMERS MANAGING difficult or disgruntled clients can be a test of an agent’s skill as much as their patience. As Travel Training Australia managing director Leanne Townsend says, it’s never fun dealing with prickly customers, especially when they are being unreasonable, upset or just plain nasty. “But instead of ignoring, avoiding or fobbing them off, why not embrace the challenge and learn from the experience,” Townsend says. Here are her top tips for confronting a clearly crotchety customer: 1. A prickly customer is always in a bad head space and will tell you exactly what is wrong with you and your business and of course it’s a natural reaction to become prickly yourself. Don’t take the situation personally and be big enough to see past any insult. In fact, this is the best opportunity you will have to identify an area of your business that may need improving and one where you may have been totally oblivious to any problems.
2. Whenever possible, arrange to speak with the customer in person or by phone to get first-hand information. In person is always the best option as it gives you the chance to pick up on key communication signals like negative body language. Emails and texts are not a good option as information can easily be misunderstood from both perspectives making the situation escalate. 3. Listen to the customer and let them vent without interrupting them. Don’t think of how or what you are going to say in response to the rant but fully concentrate on what they are saying. Keep good eye contact to show the customer you have their attention. 4. Put yourself in their shoes even if it’s difficult to do so. Consider the fact that there might be other ‘stuff’ going on in their life. Empathise and express genuine sympathy for their unhappy situation. Tell them you are sorry they experienced the problem.
5. Respond in a way that respects their opinion. Tell them you understand their point of view and offer a resolution, an explanation and/or willingness to help. Follow through with any offer to help. There are many customers who will come back and use your services again once they have experienced your skills in handling difficult situations so it’s well worth the time, effort and expense to fine tune your skills in this area.
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BUSINESS VIEW
MOTIVATING YOUR PEOPLE
L
ET’S begin by demystifying motivation in relation to behavioral science. I know, from 20 years as a development professional, some people find motivation to be fluff without substance. So, think about associating the concept of motivation as ‘drive’ towards any purpose: if your fridge is empty you’ll likely drive to a store to stock up produce or groceries. Everyone has drive towards purpose. And generally speaking we can put intrinsic motivation initially into three categories. • Chemical or biological – If you’re hungry you’re going to eat • External – Being motivated by reward, recognition or punishment • Intrinsic – Self-realisation, autonomy, mastery, and purpose As a leader, the two you can focus on are the external and intrinsic, with the latter being the more powerful. After all, which goals are you passionately driven to achieve: the ones someone else decides or tells you to do, or the ones you’ve discovered and set yourself? So now lets dive into better understanding intrinsic motivators. Imagine for a moment if you were to independently ask all individuals in your team an ideal travel destination. Chances are you’ll get a variety of answers, with possibly no two the same. What you would get, though, would be patterns: Rome and Venice are different destinations yet they fall under Italy and the broader umbrella of Europe. A key secret to therefore motivating your team is to learn that intrinsic motivators also still fall under similar ‘umbrellas’. And, like the continents, six categories, based on the Workplace Motivators tool: • Knowledge – Love to learn, including new skills and personal development • Utility – Best use of resources, including maximizing ROI, money and time • Social – Driven to help or support others, professionally or philanthropically • Individualistic – Devising and implementing a personal winning strategy • Aesthetic - New experiences and adventures, (including travel!) • Traditional – Living by a set of values and principles Once you learn to discover the truest,
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intrinsic motivators of your people you can then tailor or adapt external rewards and recognition (or even general language, positioning or context of any messages) to appeal to their driving ‘why’. In business, I find a common mistake leaders frequently make is assuming the same motivator for everyone: In sales environments that misnomer frequently being associated with money, or ‘Utility’, as the primary motivation. The final point to consider with motivation is that, again, like a favourite or preferred travel destination, primary motivators may change over periods of time so be sure to regularly check in.
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Once you learn to discover the truest, intrinsic motivators of your people you can then tailor or adapt external rewards & recognition...to appeal to their driving ‘why’
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EXTERNAL MOTIVATION
INTRINSIC MOTIVATION • • • • • •
Knowledge Utility Social Individualistic Aesthetic Traditional
Twenty years ago, Mark Carter worked for Contiki Holidays as industry trainer and leader across Europe. Today he’s a sought after speaker with global experience. He’s accredited in a plethora of behavioral science, leadership and sales tools in addition to 2 decades hands on global experience as a leading professional in the field of human development. You can access more of Marks content via his website & social channels: www.markcarter.com.au
TRAVELPORT PREFERENTIAL RATES FOR PCI DSS COMPLIANCE IATA accredited members of the Australian Federation of Travel Agents who use Travelport now have access to preferred rates with Travelport Payment Card Security (PCI) Data Security Standard (DSS) compliance service provider, Security Metrics. Developed to protect businesses and their customers from credit card theft and fraud, PCI DSS is a global data security standard with which all IATA airline BSP card sales must be compliant effective 1 March. IATA stresses it’s essential for agencies to not store any cardholder data in systems, card reading terminals and filing systems such as Point of Sale terminals and card readers; an agent’s branch networks & wireless access routers; data storage and transmission; paper-based records or online payment applications and shopping carts. Cardholder data can be stolen from a compromised card reader, filing cabinet with paper records, data in a payment system database, hidden camera recordings or tapped from an agency’s wireless or wired network.
Should a thief retrieve a credit card Primary Account Number or other sensitive data such as the CID (card identification) number, they are able to impersonate the cardholder, use the card and steal the identity of the person, IATA warns. AFTA members who are Travelport customers can obtain preferential rates online via an application form. Those members will then be contacted by SecurityMetrics to guide them through the Self-Assessment Questionnaire (SAQ) which reviews how agents handle and process payment cards and the number of transactions processed annually. The annual price for the SAQ is US$69.99. Other options include SAQ plus one vulnerability scan for US$119.99, or two to five vulnerability scans at US$199.98. An additional five scans are US$99.00. After submitting initial details, SecurityMetrics will contact AFTA members directly within 24 hours to provide multilanguage support.
business events news
COMMONWEALTH GAMES TO PUT THE
GOLD COAST CENTRE STAGE
Gold Coast Business Events plans to leverage the opportunities the games present to position the destination as a business events destination. Case said the Gold Coast was ready to shine on the global sporting and meetings stage. “With our close alignment to the world of sport, it’s now a logical choice for sporting organisations to choose the Gold Coast… there’s never been a better time to meet here,” she said.
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With our close alignment to the world of sport, it’s now a logical choice for sporting organisations to choose the Gold Coast
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Coastline to Surfers Paradise, Tourism Australia
T
HE Gold Coast will be the centre of the sporting world for 12 days in April when the Commonwealth Games rolls into town with 5,000 athletes representing 70 Commonwealth countries – a spectacle the city hopes will provide a huge boost to its business events sector. The games are expected to inject $2 billion into the economy and will be the largest sporting occasion of the decade in Australia. Over 650,000 visitors are expected to hit the Gold Coast for 275 sporting events across 18 disciplines, while a global audience of 1.5 billion will tune in from Mt Isa to Cape Town, London and Vancouver. Since securing the games in the 2011, the tourist hub has rapidly been adding new facilities or upgrading existing inventory. Gold Coast Business Events director Anna Case said the Games would enhance the city’s business events offering. “The new infrastructure adds another layer of options for gala dinners, large exhibitions and themed off-site events,” she said. At the same time, many hotels are undergoing upgrades and refurbishments, which the bureau believes will give the region 24
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a competitive edge after the April games. The Star Gold Coast will head up the contingent of properties upgrading their infrastructure. Business event organisers will be able to take advantage of an $850 million project that will include six new food and beverage offerings, 596 refurbished hotel rooms and a luxury poolside experience. Set to open before April, The Star will offer a six-star luxury hotel at the front of the casino, which will have over 50 suites and an infinity pool that extends five metres over the edge of the building. Other major accommodation projects in the region include The Mantra at Sharks Centre at the Gold Coast Health and Knowledge Precinct, which will open early 2018 and feature 120 rooms. AccorHotels will debut its Swissotel Links Hope Golf & Spa Resort in 2019, while the Island Gold Coast has rebranded and refurbished, offering new event spaces (500 rooftop cocktails, 150 banquet), with 98 rooms in Surfers Paradise. Since securing the Commonwealth Games, sport, health and wellness conferences have been on the rise in a positive spin-off for business events on the Gold Coast.
The bureau has spent the last two years targeting sporting related and allied health associations and corporate groups to meet before and after the games. Gold Coast Business Events has secured 37 sport, health and wellness events, expected to attract over 14,000 delegates in coming years. The estimated economic impact is valued at around $30 million. Another 15 meetings are awaiting decisions in the bidding stage, with the potential to bring an additional 4,000 delegates to the city. Meanwhile, up the M1, Brisbane is set for a big year of its own with several key conferences on the city’s calendar. Major upcoming events include Routes Asia 2018 in March, an aviation gathering that will bring over 1,000 delegates from across Asia and the world. Brisbane Convention Bureau general manager Juliet Alabaster said the city was expecting numbers for the 2017/18 financial year to exceed the 145,000 delegates and a total of 425,000 delegate days spent in the city over the previous 2016/17 financial year. “With Brisbane becoming an increasingly sought-after destination for conferences and events, the Brisbane Convention Bureau expects these numbers to increase in the 2017/18 financial year,” she said.
business e
CAIRNS LOOKS TO BUSINESS EVENTS
Coral Expeditions to target incentive groups CORAL Expeditions is looking to target the growing business events market in and around the Great Barrier Reef through a series of pre- and postconference itineraries. The options include three, four and seven-night trips on board Coral Expeditions II to the pristine outer reef as well as exclusive mooring destinations. The company said the three and four-night sailings were a popular option for partners of event delegates as they could cruise while their partner was conferencing in Cairns. Coral Expeditions also offers special rates for incentive groups that have more than 10 people.
THE Cairns & Great Barrier Reef region is undergoing a renaissance with millions of dollars of investment underway in tourism and events infrastructure. Tourism Tropical North Queensland (TTNQ) director of business and tourism events Rosie Douglas said new hotels, an arts precinct, waterfront brewery, upgrades to conference facilities and a marina were among the region’s latest developments. “The Cairns Convention Centre has announced an expansion with an additional 3,000m2 of space for exhibitions and meetings from 2019,” she said. The $176 million expansion will also include a new atrium and upgrade to the existing facilities. Work is set to commence after the Commonwealth Games on the Gold Coast in April. The Crystalbrook Collection has unveiled plans to construct three new luxury hotels in Cairns with the first to open in August 2018 as a five-star resort with 311 suites on the Cairns Esplanade. The company will also develop a six-star property in Port Douglas following its acquisition of the Port Douglas Reef Marina. The Sheraton Mirage Port Douglas Resort has rebranded as Sheraton Grand Mirage Resort Port Douglas following a $40 million upgrade to its event and hotel facilities. Douglas said the new infrastructure would build on the popularity of Cairns & Great Barrier Reef as a business events destination and would give the region a great appeal to key international markets such as the United States.
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CRUISE NCLH reshuffles Asia-Pacific ops
Tourism Australia
A&K EXPLORES THE KIMBERLEY ABERCROMBIE & Kent will introduce a new cruise called Australia’s Last Frontier in June 2019, taking in the natural beauty of the Kimberley coastline in Western Australia. The 12-night sailing from Broome to Darwin will take place aboard the 92-cabin Le Laperouse and offer a diverse range of immersive experiences along the way including a jet boat tour to the Horizontal Falls, a trek through the bush of the Prince Regent Nature Reserve and a helicopter
ride to Mitchell Falls. To help animate the experience even further, an expedition team will accompany the cruise to delight passengers with insights into the native wildlife that inhabit the region such as saltwater crocodiles and turtles, as well as contextualise the scenery from an ecological perspective. The cruise will be available from 20 June to 2 July 2019 and will be priced from $16,995 per person double occupancy.
NORWEGIAN Cruise Line Holdings (NCLH) has restructured its Asia Pacific operations, expanding the role of Steve Odell, its senior vice president and managing director for the Asia Pacific region, to include the China market. Under the changes, Alex (Yucheng) Xiang has assumed the position of managing director of NCLH’s China operations, becoming the line’s first senior officer in the region and David Herrera, who established the company’s offices in Shanghai and Beijing in 2015, has relocated back to Miami. Previously president of China operations based in Shanghai, Herrera has made the move to senior VP of strategy and corporate development. NCLH said the reorganisation would “enable it to further leverage the extensive corporate resources and expertise already in place in the region and continue to strengthen its presence in the Chinese cruise market”.
CREATIVE CRUISING SETS NEW COURSE CREATIVE Cruising has changed hands, with The Travel Corporation selling the wholesale cruise operator to the owners of Express Travel Group (ETG), including ETG CEO Tom Manwaring. While it’s business as usual for Creative Cruising, the new owners have set their sights on doubling the business over the next three to four years. Manwaring told travelBulletin this growth would be achieved “by working hard and being clever and by producing product that the customer wants, talking to our retailers and making sure we are delivering what they want”. The sale was a result of ETG members calling for the group take a stronger position in the cruise market, Manwaring said, adding that the buy provided “surety”. “There’s been some movement in the wholesale market over the last couple of years so by us being directly involved in that sizeable market now, we’ve protected our position as a group,” he said.
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Under the new ownership, Creative Cruising will remain in its existing office with bookings to continue as normal and be serviced by the existing team. “ETG and its agents will be a preferred partner of Creative Cruising and outside of
that, Creative Cruising will continue to service other businesses within the travel industry,” Manwaring explained. “This is a long-term investment that we’re going to have which will run parallel to the way we grow our distribution business.”
HURTIGRUTEN RAMPS UP APAC
Hurtigruten © T I Bergsmo
HURTIGRUTEN is in a period of expansion, with “next generation” Explorer ships set to debut this year and in 2019 and a new head of APAC appointed to lead it into the “next stage”. Former Cox & Kings chief executive officer Damian Perry has taken to the helm as managing director of Asia-Pacific, taking the wheel from William Harber, who is now president of the Americas. Harber spent the past 12 months establishing the foundations for the company in the APAC region, culminating in Hurtigruten marking the official opening of a Hong Kong hub last month. “[Harber] built a team, he put a structure in place, he put some key strategies in place on both Explorer and coastal product,” Perry told travelBulletin. “My role now is to grow on that, to make
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Even though there’s good growth on our Explorer product, it was on a lower base, so the growth is good but we want to get those numbers up
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Damian Perry, MD Asia Pacific, Hurtigruten sure those partners are the right partners, we continue to build on those relationships, make sure the support’s there and really just get that growth that we believe exists,” he said. A key goal for Perry is to continue the
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region’s growth pattern and “make sure there is absolute clarity on Hurtigruten and the opportunities beyond just the coastal product and into the Explorer range”. The Australian market was performing “extremely well”, particularly for Hurtigruten’s coastal cruising product but he said there is plenty of opportunity to grow the Explorer product. “Even though there’s good growth on our Explorer product, it was on a lower base, so the growth is good but we want to get those numbers up.” Key to this is Hurtigruten’s GSA partnership with Bentours within Australia, a tie-up which Perry says is working well and seeing lots of growth. He said the cruise line would now aim to strengthen its messages and brand within the Australian market.
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THE VIKINGS ARE COMING CONQUER OCEAN CRUISING WITH US Thought we just did river? Think again. After becoming the world’s most awarded ocean cruise line in just two years, our sold-out, 141-day World Cruise from Miami to London is about to arrive in Australia. This will be the first time a Viking ship has touched our shores in the company’s 20-year history - and trust us Viking Sun is a ship like no other. Join us, we’re going places.
CRUISE AGENT EXPERIENCE
Crystal Bach Anne Rogers, Wings Away Travel
I
N THE crowded marketplace of European river cruising, an eyewatering degree of chutzpah is the first requirement for a new player. Constraints on ship dimensions make it difficult to stand out, and this must have weighed heavily on the decision makers at Crystal Cruises as they contemplated how best to satisfy demand for river experiences from a loyal ocean cruise customer base. The answer: to somehow neatly bring the ocean product to the river, and this they have done with stunning success, deftly deflecting the “conversation” away from balconies, toiletries and thread count to the things which matter more: less passengers, larger suites, and more crew. I sailed on the very new Crystal Bach for seven nights in the “twilight zone” between the busy summer season and the popular Christmas Market program. Fans of Crystal ocean will immediately notice a familiar ambience which evokes that of a small luxury hotel. Our suite is spacious and airy; it’s easy to see that these are the largest on the rivers. Bathrooms are thoughtfully appointed with a brilliant shower, massive fog free mirror, Crystal’s signature twin basin and full-size toiletries by Etro. The walk-in closet is better than home where I also wish there was a stocked mini bar and Nespresso machine. The desk/vanity is thoughtfully supplied with an additional makeup mirror, and a spot to use the second hairdryer. A full size TV streaming news and a huge selection of movies completes what is surely the best appointed “hang-out” on the rivers. Then there are the butlers; one thoughtfully assigned to each suite. Poor fellows: we Australians love the “idea” of butlers but have no idea what to actually “do” with them, so offers to unpack/pack are hastily declined, and requests for cups of tea tentatively made. I must mention breakfast, not just because the offering is perfect in every way, but also because to walk into the
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“
That Crystal has the highest crew-to-guest ratio on the rivers is clearly evident
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beautiful Waterside Restaurant, and be greeted in such a bright, friendly manner is worth waking up for. I should mention that the crew are outstanding. Not only are they well versed in the stylish “Crystal way”, they are confident in its delivery, genuinely enthusiastic, and beautifully groomed. That Crystal has the highest crew-to-guest ratio on the rivers is clearly evident. The onboard cuisine is outstanding, as are the variety of venues to enjoy it, from room service to private dining in the Vintage Room. The Waterside restaurant is superb, but the casual bistro is equally enjoyable. A 24/7 pantry offering an eyewatering selection of pastries completes the picture. This is an all-inclusive product, and the quality of the offerings in the main bar was impressive. Lots of great cocktails – always made with the finest spirits, while wines with meals were stunning.
Around the ship, it’s impossible not to be fascinated by the decor – beautiful at any time, but enhanced during our cruise by a posse of stylists who dressed Bach for Christmas from top to bottom. There is a guest laundry, a well equipped gym, and an indoor pool, surrounded by a beautiful area for relaxing, complete with a fireplace! The sundeck boasts a pop-up bar for use between low bridges. Our fellow guests – just 100 of them – came from across the globe, making for fascinating social encounters both on board and during the complimentary shore excursions. A fleet of luxury Crystal coaches follows the ship to provide ground transport, and in a signature Crystal touch, an on-shore dining experience at a Michelin-starred restaurant is included for every guest. Disembarkation was impeccably organised, with cars and taxis despatched exactly on time, and complimentary airport transfers for those needing them. Oh, and about the balcony – or lack of. The Crystal arrangement whereby the top half of a massive floor to ceiling window electronically drops to the level of a nice wide ledge, with room for a drink, is just about perfect in my book.
Aurora’s big reveal AURORA Expeditions has opened reservations for its inaugural polar season of its purpose-built expedition vessel, Greg Mortimer. The cruise line revealed the 120-passenger ship will introduce four new itineraries during the season, including the 11- or 12-day Antarctic Explorer and 15-day Franz Josef Land Explorer and it will offer a fly-fly option in Antarctica, allowing passengers to avoid the Drake Passage. Greg Mortimer will begin sailing in late Oct 2019 and has been designed “by expeditioners for expeditioners”. It will be the first passenger vessel to feature the Ulstein X-Bow, which will provide greater stability and speed in rough seas.
Carnival Australia shakes up leadership CARNIVAL Australia has reshuffled its senior ranks, with Sture Myrmell moving into the role of president and Stuart Allison promoted to senior vice president, Asia Pacific planning and operations, for Princess Cruises. Myrmell takes over from Ann Sherry, who stepped back earlier this year to the part-time position of executive chair. Previously president of P&O Cruises Australia, Myrmell now assumes responsibility for P&O’s sister lines and Carnival’s shared services group which supports the cruise brands in this market.
Ponant orders icebreaker PONANT will expand its luxury expedition fleet in the second quarter of 2021 with the addition of an electric hybrid icebreaker, propelled by liquefied natural gas. The 270-passenger ship will be designed to take passengers to “never explored polar destinations”, such as the true geographic North Pole (90 degrees north latitude), the Weddell Sea, the Ross Sea and Peter I Island. It will be built by Fincantieri’s subsidiary Vard and feature two panoramic restaurants, a grill restaurant, spa and wellness facilities, 16 Zodiac dinghies and two helicopters. Ponant says the vessel will be designed to fulfil the highest standards for environmentally friendly and safe operations. The contract value is approximately NOK2.7 billion (A$421 million).
CLIA VIEW Joel Katz, managing director CLIA Australasia
EDUCATING CLIENTS – ONBOARD HEALTH AS THE profile of cruise continues to grow, so does the focus of the media on cruise news stories. Unfortunately, these news stories are not always positive, and we’re increasingly hearing from our travel agent members that these reports have been causing concern among travellers. To help you better address these topics, over the coming months we’ll provide information on how to respond to your clients’ questions about some of the major news stories affecting our industry. Onboard health is often raised as a concern, and media coverage of cruise ship health issues can often be misleading. As travel agents, you are on the front line with consumers, addressing their questions on topics such as illness on cruise ships. In a world of internet access and a 24-hour news cycle, it’s important that you have factual answers to your customers’ questions. For cruise lines, keeping passengers healthy is essential to an enjoyable vacation. With more than 27 million passengers forecast to cruise in 2018 from around the world, we know that prevention is key. That is why cruise lines have committed extensive resources and best practices to maintain a healthy ship environment. Cruise lines work vigorously to keep passengers and crew healthy, to support the health and wellness of all onboard. While norovirus often makes the headlines, in reality, such outbreaks are actually quite rare on cruise ships, affecting well under 1% of cruise passengers. In fact, many more people get
norovirus on land. Ship crew work diligently to implement measures to prevent and respond to illness, continuously re-evaluating procedures and sharing best practices across the industry. From cleaning practices to passenger screening and public health inspections, cruise lines adopt several measures for keeping all onboard well, including: Sanitation: Trained crew members regularly clean and sanitize the ship. Cabins are cleaned at least once a day and common areas such as restaurants, bathrooms, pools and elevators are cleaned throughout the day. Screening: The importance of early detection cannot be understated, which is why the cruise industry implements pre-boarding health screenings. These, along with a health questionnaire, help identify ill passengers or crew members prior to boarding. Collaboration: Cruise lines work closely with the public health authorities to implement vessel sanitation programs in a comprehensive effort to employ preventative practices to achieve the highest standards of public health onboard cruise ships. This level of scrutiny and transparency is unique in the travel and hospitality industry. Medical Facilities: CLIA cruise lines all follow industry-standard guidelines on cruise ship medical facilities. More information to help you address your clients’ questions on a variety of topics can be found on the CLIA website www.cruising.org.au.
HEADLINES DECEMBER 2017 AND JANUARY 2018 14 Dec 14 Dec 19 Dec 19 Dec 21 Dec 21 Dec 02 Jan
Creative Cruising changes hands P&O winter 2019 release Ponant orders $421m icebreaker 2018 looks bright: CLIA Aussies opt for Christmas at sea Stuart Allison promoted MSC welcomes Seaside
04 Jan 09 Jan 09 Jan 11 Jan 16 Jan 16 Jan 18 Jan
Comp fierce with cruise sales Perry heads up Hurtigruten in APAC Minor Hotels river push NCLH rejigs Asia Pacific posts Crystal Cruises’ new agent portal Aza, Celeb land & sea Hurtigruten firms APAC position
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INDUSTRY IN FOCUS
dor hosted a corporate Malaysia Airlines and Carlson Rezi trip to Tongli water town. day ial spec a familto Shanghai with Airlines with TravelManagers Here’s Mark Mulville, Malaysian Margherita Cilauro. and e Pric Fran Cochrane, Daniel
&Beyond has been updating trade on the group’s new offerings. Pictured at the event in Sydney from left are &Beyond’s Norman Harper, Mark Wheeler and Anubhav Sawhney.
Top performing Flight Centre agents were rec ently treated to an exploration of the Cit y of Angels as reward for selling the most LA hotel stays for Augus t, hosted by Discover Los Angeles.
t cent media even snapped at a re re we . er am tim te or ns ditio , Greg M The Aurora Expe their new vessel g the launch of in Sydney toutin
Webjet’s Dave Galt and Dennis Alysandratos of Consolidated Travel enjoyed a moment in the spotlight while enjoying the Australian Open as they were shown on TV because they were sitting next to Nick Kyrgios’ father in the player’s box. 32
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FEBRUARY 2018
To recognise a longstanding a partnership between Regional Express (Rex) and Parkes Shire Council, the airline has unveiled a special “Parkes” livery, which is of course Elvis themed.
Five Express Travel Gro up representatives we re recently treated to a famil exploring som e of Canada’s most ico nic ski spots including Banff, Lake Lou ise and Panorama Mo untain Resort.
nded its sales team by Tour operator Collette has recently expa ess development manager. busin /ACT NSW as appointing Zach Gregory da McCann enjoying the He’s pictured with Alison Mead andAman e Island last week . Rhod in n ratio company’s centennial celeb
These Travellers Choice agents explored Carnival Australia’s new Sydney HQ before embarking on a cruise onboard Golden Princess.
marking a milestone ing of its Hong Kong office last week, Hurtigruten celebrated the official open cutting the ribbon. red pictu and ers The team and key partn in the company’s operations in APAC .
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SAMOA
Faifai Lemu,
it’s the
Samoan Way of life
All images courtesy of Samoa Tourism
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SAMOA “We are all travellers in the wilderness of this world, and the best we can find in our travels is an honest friend” – Robert Louis Stevenson. Lisa Maroun explores Samoa and discovers why this famous Scottish author fell in love with the Samoans and their island nation, so much so he requested his final resting place to be in the island nation.
I
T’S approaching 6am as my Samoa Airways flight makes its descent into Faleolo International Airport, and my eyes are glued to the window staring down at the turquoise blue waters beneath wondering what to expect. Walking through the airport I am greeted with a welcoming “Talofa” by the locals and I find myself suddenly drawn to a stop. I take a moment to look around and then smile. At that moment I knew it was time for me to “faifai lemu” (meaning to “take it easy”) and start embracing the Samoan Way of life. Samoans are proud people – proud of their villages, their religion, their families and culture, and they are excited to share this with visitors. Driving through the small villages in the early hours, the locals are already out, dressed in their fine whites preparing for Sunday church service, waving to me as I pass by. Samoa is a Christian country and places of worship of every denomination are situated a few hundred metres along the road in Apia. For a truly uplifting experience, attend a Samoan church service and listen to the heavenly sounds of the church choir. All visitors are welcome and remember to take some spare change with you for a donation. The Samoa Cultural Village located in Apia is an ideal stop at the beginning of your journey that will give you a taste of Samoa’s traditions. Techniques including woodcarving, basket weaving and cooking are demonstrated here, and if you’re lucky enough you may also witness someone getting a traditional Samoan tattoo. Fiafia cultural nights are hosted here and in many hotels around the island, where visitors get a taste of the local delicacies prepared in an umu and are entertained by Samoan warriors and dancers singing and performing a fire knife dance. The nearby Fugalei Fresh Produce & Flea Markets is a great place to engage with the locals. Aisles are filled with the vibrant colours of seasonal produce, fabrics and souvenirs. Delight in the chatter and infectious laughter between farmers and locals. On the outskirts of Apia in Vailima is the beautifully restored homestead of Robert Louis Stevenson set within lush gardens. Take a wander through this impressive museum learning about the author’s life and why Samoa inspired his writing. Robert Louis Stevenson continues to be Samoa’s most famous ex-patriot. The locals even gave him the Samoan name “Tusitala”, meaning “writer of tales.” After a few days I find myself falling more in love with Samoa, with the hospitable nature and warm smiles of the Samoan people making me feel truly welcome.
I soon learn there is so much more to explore in this unspoilt island paradise, from the lush rainforests and lava fields to the majestic waterfalls and clear swimming holes. A 30-minute drive out of Apia, located in the village of Lufilufi is the Piula Cave Pools that originated from an old lava tube. The clear water comes from an underground spring from the coast with half the pool in a deep cave under a bluff. On the south coast of Upolu Island is To Sua Ocean Trench, a 30m deep crater filled with crystal clear seawater. To reach its clear waters you must scramble down a long stepladder. Holding tightly as I slowly descend I feel my legs turn to jelly, but I continued to focus on the prize at the bottom. Lying on my back in this big swimming hole, I stare high up at the sky shaped in a circle from the surrounding cliffs, simply floating and appreciating the beauty of nature. This site also offers beautifully maintained gardens, day fales (bungalows) with cliff top views, blowholes, and rock pools, and is a popular picnic place for Samoans. To protect this serene spot there is a charge of $20 for adults and $6 for children over the age of seven to swim at To Sua Ocean Trench. Driving further towards the south coast of Upolu you’ll reach Lalomanu Beach, a picturesque white sand beach voted by Lonely Planet as one of the top 10 beach destinations in the world. The powerful Sapoaga Falls found at Lotofaga village also includes a picnic area that’s surrounded by lush native plants and trees. Don’t miss out on the coconut-husking demonstration and tasting the local fruit before leaving this beautiful site. Samoa truly is an untouched paradise, making it the perfect place to unwind and experience nature at its best. And the one thing that sticks in my mind, that Robert Louis Stevenson also discovered, is the warmth and honesty of the humble Samoan people.
Need to know GETTING THERE The newly launched national carrier Samoa Airways offers twice weekly flights from Sydney to Apia, and six weekly services between Apia and Auckland.
WHEN TO GO May to October is regarded as the best time to visit.
GETTING AROUND There are lots of car rental companies if you choose to travel at your own pace. Regular buses are also available, low cost and a great way to meet the locals. The fast ferry between Upolu and Savai’i takes an hour, while the smaller slow boat takes two.
WHERE TO EAT All accommodation offers dining options in-house and most of the larger resorts host Fiafia nights once a week. The capital Apia has a selection of restaurants providing traditional Polynesian and international cuisine.
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SAMOA
SAMOA AIRWAYS TAKES OFF AUSTRALIAN travellers flying to Samoa have a new option, with Samoa Airways making its debut in November. The new national airline got off to a flying start, diving headfirst into the busy December period, and has since been focusing on ensuring its twice-weekly flights out of Sydney and six-weekly Auckland flights are meeting its travellers’ needs. Samoa Airways marketing and communications specialist Dwayne Bentley said the response from the Australian market had been very positive. “We started selling in September and so the feedback that came through was that our fares were very competitive. When we launched and people started flying, feedback
came through about our product – our fares are all-inclusive with cabin bag, checked baggage, hot meal, beverage selection and inflight entertainment – so it has been pretty positive,” he said. Samoa Airways faces competition from Virgin Australia, which flies to Apia from Brisbane and Sydney, but Bentley said Samoa Airways’ product was quite different. “We’re a Samoan airline, we offer Samoan hospitality and that’s a very unique point of difference that’s really important to us,” he said. “When people step on board our aircraft from Sydney, they’ve booked a holiday to come to Samoa they can expect that experience from the moment they step on board.” Travel agents are central to Samoa
Airways’ strategy, Bentley said, highlighting GDS connections with Amadeus and Travelport due to come online in April. Currently trade can book with the airline through its dedicated online portal or its call centres in Sydney and Auckland, but Bentley said he expected GDS capability would “really open things up for us, especially in the Australian market”. “There’s a lot of potential for Samoa’s profile in the Australian market as a visitor destination, and that’s something that we’re very mindful of and we’ll work very closely with the Samoa Tourism Authority to make sure that we continue to work with the Australian trade to grow visitor numbers out of Australia.”
SAMOA’S NEWEST LUXURY ACCOMMODATION TAUMEASINA Island Resort is Samoa’s newest four-and-a-half-star luxury resort situated on an exclusive island, and is connected by a causeway to Upolu, the mainland of Samoa. With accommodation options to suit all types of travellers, the resort features 105 modern hotel rooms with a mix of two- and three-bedroom self-contained villas. The property has two private beaches, a cascading resort pool, fine dining and casual restaurants, a lobby bar and sunset bar overlooking the ocean, tennis courts, day spa, conference facilities and children’s play area. Guests can enjoy live entertainment each night during dinner with the occasional themed buffet, and the weekly Fiafia cultural night is not to be missed. There’s also free sunrise yoga and the occasional sunset cocktail party, which provides a great opportunity to meet the friendly resort staff. Taumeasina Island Resort also provides a dedicated wedding coordinator to tend to wedding, honeymoon and vow renewal events. Speaking to travelBulletin in Samoa recently, Taumeasina Island Resort manager Nathan Bucknall (pictured) said, “Our resort is becoming more popular among Australians especially with flights being more accessible and now Samoa Airways coming in”. Taumeasina Island Resort is located just 45 minutes’ drive from Faleolo International Airport and five minutes from Apia.
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e r u t c i P erfect p
Jump into the natural beauty of Samoa. With an abundance of extinct volcanic craters, lava tube caves, spectacular waterfalls, and pristine beaches, perhaps the only thing more impressive is the warmth of the locals. Beautiful Samoa awaits...
SAMOA
AGENT KNOW HOW
How can agents improve their product knowledge of Samoa? We are currently developing training modules for agents within our website and should be live in the next two to three months. For the time being, we are providing trainings through our annual roadshow, co-op training with Treasures of the South Pacific group, sales calls and agent famils. What kind of training is available to Australian agents wanting to sell Samoa and how can they sign up for it? In addition to above, we are available to conduct training presentations and our accommodation partners also have training programs targeting agents. What activities would you recommend for first-time travellers? There’s lots to explore and experience which includes the following on both islands: Upolu – Sliding Rocks, Robert Louis Stevenson Museum and hiking to his grave, Palolo Deep Marine Reserve, Samoa Cultural Village, To Sua Trench, Lalomanu Beach, waterfalls, snorkelling off your accommodation beach and more. Savai’i – Swimming with turtles, blowholes, waterfalls, canopy walkway, Falealupo legendary sites, lava fields, hiking to craters, and more. There are also activities through tour operators such as Chef John Tours which takes you through villages and allows you to experience Samoan cooking and cuisines. What makes Samoa a unique destination? Simply relaxing and according to previous visitors, the country’s assets are its people with genuinely hospitable and welcoming natures. Samoa’s culture is unique, with 3,000-year-old customs still very much alive. How can travel agents join a famil to Samoa? We prioritise agents that have been to our annual roadshows as that shows genuine interest in the destination. We also consider top-selling agents and reward them with self-famils.
© Samoa Tourism
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© Samoa Tourism
travelBulletin sat down with Samoa Tourism’s Fasitau Ula on how to scrub up your knowledge of this island destination.
SAMOA TARGETS FAMILY MARKET AUSTRALIANS’ love for Samoa is growing with visitor arrivals up 7% last year, compared to 2016. While a significant number of visiting Aussies have been couples, adventure travellers and expats, Samoa Tourism Authority (STA) said it would focus on luring more families to the country. “We are a family destination and this is a place where you can bring your family and know they can run all over the place and not feel unsafe”, STA CEO Sonja Hunter told travelBulletin in Samoa recently. According to STA, the newly launched direct flights from Sydney with Samoa Airways, the destination’s warm climate, friendly hospitality and range of tourism products were appealing factors to Australian families. The tourism authority said it would continue to work with its wholesale partners to promote packages specifically dedicated to the family market. Family friendly properties in Samoa include the Sheraton hotels, Taumeasina Island Resort, Saletoga Resort, Return to Paradise Resort & Spa, Aga Reef Resort, Le Lagoto Resort, Amoa Resort, Tanoa Tusitala Hotel, Insel Fehmarn, Amanaki, Millenia and Savaiian hotels. Most of the properties provide facilities and programs including themed nights that cater for family groups. Nature tours to sites such as To Sua Ocean Trench and Alofaaga Blowholes, swimming with turtles and cycling were popular activities for families visiting Samoa. “Samoa offers Australians great value for money and we really want more families to come here”, said Hunter.
Samoa attracting events SAMOA Is fast becoming the capital of the Pacific for events. Apia Park is home to an all-purpose sports facility which hosts major competitions such as rugby, league, cricket, golf and soccer. Speaking to travelBulletin in Samoa recently, Samoa Tourism Authority CEO Sonja Hunter said, “We are proud of our stateof-the-art sports facilities and are becoming more active in promoting sports tourism and hosting tournaments”. Significant upcoming events on the calendar include a half-iron man relay, Samoa swim series and a canoe/paddling competition. Samoa’s annual events and cultural festivals attract thousands of visitors each year. Travellers are also encouraged to get involved in niche activities such as diving, environmental and culinary tours, which can be booked through local operators including Chef John Tours and Tai’s Native Experience.
SOUTH EAST ASIA
Cameron Highlands © Tourism Malaysia
George Town © Tourism Malaysia
Langkawi © Pangkor Laut Resort
Putrajaya © Tourism Malaysia Kuala Lumpur © Brian Johnston
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Gunung Mulu National Park © Tourism Malaysia Sabah © Tourism Malaysia
Melaka © Brian Johnston
SOUTH EAST ASIA
Lucky Eight Malaysia is bursting with variety, offering rainforest adventures, fish-filled reefs, holiday islands, historic towns and cultural diversity. Brian Johnston gives us eight of its highlights.
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KUALA LUMPUR
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CAMERON HIGHLANDS
Wild, rugged Sabah is a great destination for adventurous families seeking white-water rafting on the Padas River, snorkelling on coral reefs, or exploring islands off the capital Kota Kinabalu, such as Gaya Island for varied hiking along nature trails. Very experienced hikers tackle the ascent of 4,095-metre Mt Kinabalu through rainforests full of orchids and rhododendrons. The less active can soak in nearby Porong Hot Springs, visit a butterfly farm or walk to Kipungit Waterfall. Orang-utans are a prime reason for visiting Sabah, with Sepilok Orang-utan Centre just outside Sandakan a must-see for the antics of these adorable but endangered creatures.
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GUNUNG MULU 7 NATIONAL PARK
LANGKAWI ISLAND
The rugged, jungle-covered hillsides of Langkawi in northeast Malaysia provide sweeping views over the turquoise Andaman Sea all the way to Thailand. Though the holiday destination has fine luxury resorts that are just the place for a week’s R&R, development is low-key, leaving much of island to lush waterfall-studded rainforest and offshore marine parks such as Pulau Payar, noted for their karst outcrops, coral and shoals of scintillating tropical fish. Langkawi is also a sailing hub; charter a catamaran or yacht to explore the archipelago. On land, Mt Machincang’s cable car and the summit Skybridge provide dazzling views for those with a head for heights.
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Malaysia’s recently planned administrative capital is the Dubai (or perhaps Canberra) of the tropics, conveniently located halfway between Kuala Lumpur and its international airport, and providing a glimpse into Malaysia’s aspirations. Striking buildings, bridges and mosques line an artificial lake amid beautiful landscaping in the city centre. A highlight is the pink Putra Mosque, with a gorgeous dome and one of the world’s tallest minarets. Hilly Putra Perdana Park provides a good panorama, as does a boat ride. Putrajaya also puts on a string of special events such as major sporting competitions and garden, fireworks and hotair-balloon festivals.
SABAH
Those who want to escape the heat and humidity of lowland Malaysia can head to the hills, and there’s no better retreat than this highland station established by the British, with its pretty colonial-style hotels, cottage gardens blooming with poinsettias and roses, and commercial flower nurseries popping with colour. With elevations over 1,300 metres (and reaching 1,829 metres) the air is cool and the scenery splendid, encompassing forested hills, waterfalls and distant blue peaks. The highlands are crisscrossed with good trekking trails. Serried rows of tea plantations are interesting to visit, not least for British-style afternoon teas with terrace views and cooling breezes.
Keep your eyes up in Malaysia’s capital. The National Mosque looks like a rocket launch pad, government offices resemble a castle created by a mad German prince, and the Railway Headquarters are a mixture of Moorish, Gothic and Greek. The ultramodern Petronas Twin Towers are joined halfway up by a skywalk seemingly fragile as a spider’s web. Architecture apart, KL has a lively rooftop bar scene, gleaming shopping malls and jam-packed street markets, plus a colourful Chinatown and Little India. On the northern outskirts, Batu Caves house an important Hindu site noted for its annual Thaipusam festival in January or February.
PUTRAJAYA
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MELAKA
Melaka (Malacca) is Malaysia’s most historic town, founded as one of the country’s earliest sultanates, then taken over by the Portuguese in 1511. You can see the ruins of the Portuguese fort and church, as well as the elegant pink town hall and bright-red church of the Dutch who followed. Many surviving townhouses, painted in pastel colours, date from the British era, which started in 1811. This trading city is also influenced by Chinese, Indian and Indonesian culture, and as a result provides some of Malaysia’s best fusion food. The compelling Baba and Nonya Heritage Museum showcases Chinese-Malay fusion culture of the late-nineteenth century.
The extensive cave network, spectacular karst landscape and dense equatorial rainforest of this national park in northern Sarawak is a World Heritage site. Wildlife includes macaques and gibbons, monitor lizards, mouse deer, squirrels and spectacular hornbills. The intrepid can hike the Headhunter’s Trail – which involves travel upriver, jungle trekking and an overnight stay in a longhouse – or explore vast caves, including the world’s largest natural chamber and largest cave passage. Sarawak sprawls along Borneo’s west coast and offers plenty more adventure, including rock climbing, diving and mountain biking. The capital Kuching highlights Borneo’s cultural diversity and has bustling markets.
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GEORGE TOWN
The capital of the island state of Penang was founded by the British in 1786 and is full of Georgian and Victorian buildings. The most magnificent sight, though, is Khoo Kongsi, a Chinese clan house in a riot of gold leaf, painting and snaking dragons. Outside town, the giant Goddess of Mercy Temple is the biggest Buddhist complex in Malaysia, the crowning glory of which is a tall pagoda on the hillside. You could spend a year counting the Buddhas in this place; there are 10,000 in the pagoda alone. Ride the funicular up Penang Hill for glorious views and rainforest walks. travelBulletin FEBRUARY 2018
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TRAVELLERS EXTENDING THEIR STAY MORE travellers than ever before are extending their stays in South East Asia at either the commencement or conclusion of their trip, according to Wendy Wu Tours. The operator’s head of product, Bernadette Holmes, said the ease for Australians to get to South East Asia made it the perfect place to explore. “We’re seeing people add a Mekong cruise or beach stay to give them the time to really relax, combined with the cultural experience of being on tour,” she said. Wendy Wu Tours has also launched flexible
touring to cater to a growing number of return travellers to South East Asia. Holmes said the program allowed guests to personalise their experience, with a good combination of touring that met their needs. “We are seeing a huge increase in the number of people booking a private tour or tailormade holiday to the region, giving them the confidence and assurance that our 24 years of experience brings, combined with the ability to co-create their bespoke itinerary to further off-the-beaten-path
Mekong Cruise © Aqua Expeditions
SOUTH EAST ASIA
locations,” she said. The operator has seen an increase in demand for Laos as well as Cambodia, followed by Northern Thailand which had been particularly popular for Australians. Wendy Wu Tours will also push the preand-post tour trip with the launch of a free stopover from 1 February in either Singapore or Hong Kong with any South East Asia, India or Sri Lanka tour. “South East Asia is also the ideal destination to add in a stopover in Hong Kong or Singapore,” Holmes said.
IN FLIGHT Malaysia Airlines - SYD-KUL
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The plane Airbus A330-300
a convenient netted nook to keep your mobile phone handy.
The seat Malaysia Airlines’ premium product has undergone a significant evolution in recent years, with modern fully-flat seating, plenty of storage nooks and crannies, comprehensive in-flight entertainment, high quality catering and MH’s trademark service style. Malaysia Airlines business class seats have been arranged to optimise the space used in the cabin, with a variety of 1-2-1 and 1-2-2 layouts. That means solo travellers will definitely benefit by being choosy about where they sit, with most positions having aisle access but a few spots requiring you to clamber over your seatmate. travelBulletin was seated in 1A which provided a comfortable spot to work, and when it was time for a snooze it reclined into a fully flat bed. The seats have USB and in-seat power supplies and space for personal effects including
Entertainment In-flight entertainment is viewed on a touch-screen display, which can also be accessed using a handheld controller. Noise-cancelling headsets are provided, with a good selection of blockbuster movies, TV shows and old favourites. Service and food MH’s trademark satay sticks were a welcome introduction to the flight, followed by a delightful meal selection. Travellers can also pre-order their main meal from a wider choice of offerings, but this needs to be done through a call centre rather than online. Fine wines, beer and spirits are on offer, while business class passengers receive a comprehensive amenity kit. Prior to the flight passengers also receive priority check-in and baggage service.
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Our Difference
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Shore excursions • Expert guest speakers All meals onboard • Wine or beer with dinner Gratuities and Port taxes Transfers between overseas airport, hotel and ship Dedicated fares and cabins for solo travellers
THE GOLDEN TRIANGLE TO THE STRAIT OF MALACCA - Delhi to Singapore 02 January 2019 | 26 nights Voyage Highlights include: • 5-night Golden Triangle land tour to Jaipur Delhi, Agra and the Taj Mahal • 19-night cruise aboard Aegean Odyssey • Tour Old Goa & historic villas of the Portuguese • Pinnawala elephant sanctuary in Sri Lanka • Phuket & the stunning Phi Phi Islands in Thailand • Beach BBQ in the Maldives • The sacred sites of ancient Trincomalee • Visit the local marketplaces in Kuala Lumpur • 2-nights post cruise hotel stay in Singapore
DELHI
FARES FROM $9,210*
Agra
PER PERSON TWIN SHARE
Jaipur Mumbai Marmagao Cochin Maldives
Port Blair
Trincomalee Colombo
Other South Africa, India, Asia 2018 - 2019 Itineraries Passage to Ancient Egypt & India Athens to Delhi | 06 Dec 2018 | 36 nights Beyond Burma & the Malay Peninsula Singapore to Colombo | 24 Jan 2019 | 18 nights
Phuket Port Kelang SINGAPORE
Islands of the Indian Ocean & South Africa Colombo to Cape Town | 11 Feb 2019 | 30 nights South Africa, Namibia & the Skeleton Coast Cape Town to Malaga | 13 Mar 2019 | 31 nights
TO BOOK: See your preferred travel agent CALL FOR A BROCHURE: 02 9959 1340 | info@vta.net.au | www.voyagestoantiquity.com.au *TERMS & CONDITIONS: Fare listed is in Australia dollars, per person, twin share based on lowest available category & includes port taxes, gratuities and all promotional savings correct as of 18 December 2017. Transfers between airport, port and hotel offered on dates specified on itinerary only, at the discretion of Voyages to Antiquity. Offers are subject to availability at the time of booking, capacity controlled and not combinable with other offers. Voyages to Antiquity reserve the right to change, correct errors, withdraw from sale any or all fares, itineraries, excursions and fees. Cancellation penalties and conditions apply. Agents may charge service fees and/or fees for card payments which vary. For full terms & conditions visit www.voyagestoantiquity.com.au
SOUTH EAST ASIA
HOTEL DEVELOPMENT GATHERS PACE SOUTH East Asia is witnessing a surge in new hotels as major players race to capitalise on booming travel in the region. The Banyan Tree Hotel Group will open Pavilion Hotel by Banyan Tree, Kuala Lumpur, in August. Within walking distance of the business, shopping and entertainment district, the hotel will have 325 rooms and suites. Also in Malaysia, Quest Hotels has revealed plans to open a 700-room property in Port Dickson from mid-2019. Located 100km from Kuala Lumpur, the project will include the city's largest convention centre and will be home to a 30,000m2 water park. In Myanmar, Pan Pacific Hotels debuted the Pan Pacific Yangon in December. The property is in the heart of an integrated
commercial and luxury lifestyle development in the country’s largest city. The hotel features 336 guestrooms and suites with many offering views of the Shwedagon Pagoda, the Yangon River, or the city. Pan Pacific Hotels Group chief executive officer Lothar Nessmann said the company was keen to be expanding its portfolio in the region following the establishment of the ASEAN Economic Community in 2015. “We’re open to opportunities in gateway cities and key resort destinations in South East Asia and have successfully expanded our portfolio in this region in the last few years.” Smaller countries in the region such as Laos have several projects in the pipeline including the five-star InterContinental
Vientiane from 2021. The hotel will feature 400 rooms and will be located near the upcoming World Trade Centre. Vietnam has over 50 hotels in the works including the Wyndham Grand Cam Ranh, due to open in March, which will offer 484 villas and 88 bungalows beside a Greg Normandesigned golf course. Wyndham will also add the Wyndham Cam Ranh on Cam Ranh’s beachfront. The property will have 855 rooms and will debut along with the 330 room Radisson Blu Cam Ranh Bay next year. The 1,079-key Wyndham Resort Tropicana Nha Trang will be operational in 2019 as part of a $200 million mixed-use development, the largest hospitality development in Nha Trang.
Get to know your BDM Name: Darren Evans Title: State sales manager NSW & ACT, Qantas Holidays
SE Asia top for On The Go SOUTH East Asia was last year’s top-selling destination for On The Go Tours, leading its global network spanning Canada to Africa and South America. On The Go Tours general manager Australia Natalie James said South East Asia was an intriguing destination which made it popular for travellers. “The destination is the perfect mix of culture, phenomenal food, welcoming locals, stunning scenery and interesting history,” she said. James added that On The Go Tours was forecasting Myanmar as an emerging destination in the region as travellers looked for something different. To cater to this, the operator has expanded its presence in the country by adding new products including the 12-day Highlights of Thailand & Myanmar, priced from $3,845pp. 44
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How long have you been working for Qantas Holidays? 13 years and 4 months (originally started at talpacific Holidays) What is your favourite destination? Hawaii. Been 10 times and visited every island. Love Kauai. Then the mainland USA. We have family there. What do you love about your job? It provides the opportunity to travel around Australia and the world and experience different cultures and activities some people only dream of. I am lucky to have the team I do and value the long term relationships I have with the agents, my colleagues here at Qantas Holidays and all the industry friends I have made over the years. It is a very social industry. What destinations are on your bucket list? More of Europe. Africa. A Caribbean cruise. South America.
SOUTH EAST ASIA
MALAYSIA AIRLINES RETURNS TO BRISBANE MALAYSIA Airlines plans to add capacity into Australia over the coming months, including a return to Brisbane after an absence of three years. The Malaysian flag carrier will also deploy A380s into Sydney and Melbourne during peak times. The new four-weekly service between the Queensland capital and Kuala Lumpur will use Airbus A330-300 aircraft. If there is demand for the route, the oneworld member may expand the service to daily. Malaysia Airlines regional manager Australia/New Zealand Gabrielle Vicari said “the growth reflects our commitment to the wider Australian market, our largest outside of domestic Malaysia”. “And with four A350-900s and six A330-200s due to enter the fleet over the next six months, further growth
remains possible,” Vicari said. Brisbane flights will be timed to connect with the airline’s domestic and Asia network as well as its double-daily London flights. The added capacity into the Australian market will also come via seasonal Airbus A380 services into Sydney and Melbourne during peak periods. GDS displays show Malaysia Airlines will bring its A380s into Sydney for select days across the Easter school holidays in April, before returning for the last two weekends in June and one day in July. Malaysia Airlines also increases frequencies into Adelaide from four to five weekly flights from June. Perth is also set to see more Malaysia tails on the ground with 12 flights a week, up from seven, scheduled from June.
Voyages to Antiquity offers longer stays VOYAGES to Antiquity has enhanced its product for guests in South East Asia for 2018/19 to give travellers an immersive trek across the region. One of the big changes includes giving guests more in-depth experiences through additional overnight stays in port. Itineraries such as the Beyond Burma & The Malay Peninsula features three days based in Yangon, which includes a Yangon River sailing. The tour will occur on board Aegean Odyssey, which has a capacity of 350 passengers. The vessel has also expanded the number of single cabins on offer for solo travellers to 39, including a mix of inside, ocean view and balcony options.
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BUSABOUT ASIA EXPANSION
THE Travel Corporation’s Busabout reports strong growth in sales across South East Asia following the introduction of its Asia Unlimited Pass late last year. Busabout operations manager Asia Dax Cottam said Australians were spearheading the demand for travel in South East Asia. “For our Thai Island trips, we are seeing a lot of younger first-time travellers whilst on our Vietnam and Cambodia trips, there are guests that have travelled before and are in their mid-late twenties.” Cottam said the operator had also seen an increase in the number of late 30s to early 40s solo travellers appearing on Busabout trips. “They want to make the most of a two or three-week trip to Asia and want a trip that shows a diverse range of attractions and experiences in a country but is still fun and flexible,” Cottam said. The Unlimited Pass allows passengers to travel once on all Busabout Asia trips within a three-month period. The Busabout network spans from Thailand to Cambodia, Vietnam and Laos.
ASIA ON SALE Explore the wonders of Asia with Qantas Holidays. Discover fantastic deals with over 20 properties across Thailand, Bali, Malaysia, Hong Kong, Singapore and Vietnam.
Phuket, Thailand
Patong Merlin Hotel, Phuket ¿¿¿¿ 8 nights including daily breakfast, resort credit†, transfers & more
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qhv.com.au
Qantas Frequent Flyers can earn 1 point^ per AU$1 spent on Qantas Holidays packages when combined with a Qantas or Jetstar Airfare. (excluding Jetstar Asia and Jetstar Pacific)
IMPORTANT INFORMATION: *Agents may charge service fees and/or fees for card payments which vary. A fee will apply for payments made by debit and credit cards. Please check this fee with us or your travel consultant when booking. Conditions apply. Valid for sale 7 – 28 Feb 18, unless sold out prior. Prices correct as at 11 Jan 18 but may fluctuate if surcharges, fees, taxes or currency change. Offers subject to availability. Amounts payable to third parties not included. Please check all prices, availability and other information with your travel consultant before booking. Room upgrades and late check-outs are subject to availability unless otherwise stated. Bookings must be made direct with Qantas Holidays or a travel agent. †Maximum for two adults, per room per stay. THB 1000 Resort Credit (Approx AUD 40) may be limited to select hotel services and outlets. Credit is non-transferable, non-refundable and any unused credit cannot be redeemed for cash. ^You must be a member of the Qantas Frequent Flyer program to earn and redeem points. A joining fee applies. Membership and points are subject to the Terms and Conditions of the Qantas Frequent Flyer program. Visit qantas.com/ terms for full terms and conditions. Qantas and Jetstar airfares must be purchased in conjunction with the booking. Bookings must be made through Qantas Holidays call centre or through a travel agent. Packages must include air and land components. Qantas Points will not be awarded for cancelled bookings. Package cancellation fees apply. These property ratings are Qantas Holidays’ views, not official ratings. All savings and bonus nights (if applicable) are included in the advertised price. Offers may be withdrawn without notice and are not combinable with any other offers unless stated. The Qantas Holidays General Bookings Conditions apply, available at http://www.qhv.com.au/terms-and-conditions. Other conditions apply - ask for details. Qantas Holidays Limited ABN 24 003 836 459.
HAWAII
THE ISLAND OF HAWAII By Emma Lovell
H
AWAII is the epitome of tropical getaways. From active volcanoes to a range of colourful beaches, snow-capped mountains to lush rainforests with dazzling waterfalls; Big Island (The Island of Hawaii) is a holiday destination with something for everyone. Big Island is so named as it’s the largest of the six major islands that make up the US state we know as Hawaii. Situated in the middle of the Pacific, this natural treasure trove contains an extensive range of ecosystems that somehow work harmoniously together. You will love exploring this beautiful and diverse island. Your first stop must be the Hawaii Volcanoes National Park, where you can stand on the great summit crater of one of
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the world’s most active volcanoes, Kilauea. Visit the Jaggar Museum to learn all about how crucial volcanoes are to the formation of islands such as Hawaii and how they continue to support the ecosystem. You’ll enjoy the beautiful story of Pele, the fire goddess; the legend tells she is the creator of Hawaii. Explore more of this enormous park and enjoy the thrill of standing next to a geyser, walking through a lava tube cave and standing on the blackened lava fields that stretch for miles towards the ocean. Of course, you must allow time for the beach. Head to the stunning Hapuna Beach, covered in bright white sand leading into the crystal blue, sparkling waters. Explore some of the more unique beaches on the island such as Punalu’u, a long stretching black sand beach. Here you can spot huge sea turtles leisurely soaking up some of that delicious sunshine. Enjoy the rate
and beautiful site of green sand glistening beneath your toes at Papakolea beach. The sand is actually mixed with olivine crystals which arrived thousands of years ago through the flowing lava. Hawaii is rich in natural life and the ocean is full of beautiful creatures for you to admire. Book yourself into a half day boat tour and enjoy snorkeling with green sea turtles, watching the spinner dolphins showing off and taking in magnificent views of the volcano from the water. You could also be daring and take a magical night dive with the manta rays. Kona is famous for its community of these elegant sea creatures who love putting on a majestic sea dance for visitors. When driving around Big Island, always take the coastal road. You’ll be delighted with breathtaking ocean views and wonderful little cafes and eateries along the way. Spend some time talking to locals and pick up some
HAWAII
All images except where stated © HTA
© Emma Lovell
FOR BIG ISLAND FUN of their amazing baked goods, such as the moreish lilikoi (passionfruit) bread. You must also sample the popular dessert, shaved ice. In the hot, tropical weather of Hawaii nothing tastes better than an ice cold, sweet treat! They have syrups of every colour and flavour, as well as a list of toppings as long as your arm, including gummi bears! When it comes to dinner, mahi mahi is the local fish and must be eaten at a seaside restaurant. Partner this with a colourful cocktail, such as the local flavours mixed into a lilikoi mimosa. If possible, time your meal with sunset, it’s the quintessential Hawaiian dining experience. Huggos in Kona serve delicious food and their prime real estate by the sea always delivers an exceptional view. If you’re a thrill seeker, the helicopter ride is for you. Head to Hilo, home of the international airport and some of the most beautiful gardens on the island. Feel the joy
as you rise up into the sky over dazzling blue waters, heading inland over lush rainforests and passing by magnificent waterfalls that
“
In the hot, tropical weather of Hawaii nothing tastes better than an ice cold, sweet treat
”
can only be seen from this bird’s eye view. You’ll also fly above the ash fields where you could even see volcano lava flowing directly into the ocean. As Hawaii is in the middle of the Pacific, the observatory on the summit of Mauna Kea (the dormant volcano) provides
spectacular views of the night sky from some of the best telescopes in the world. Fun fact about this 4,205m peak: in winter people ski in Hawaii! They receive snow fall, although there are no groomed runs or lifts. What an amazing bucket list item to tick off, skiing in a tropical paradise. Finally, the number one experience that a visitor to Hawaii must have, is the luau. It invovles traditional dances, fire breathing and a historic introduction to the Island of Hawaii and its Polynesian neighbours. Experience island hospitality with a huge buffet of exotic foods including kalua pig and plenty of cocktails. You must book in advance – being one of the most popular attractions, they will fill up. Whether you’re a thrill seeker searching for endless activities or simply wanting to relax and indulge in the exotic environment, Big Island is your true tropical paradise holiday.
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HAWAII
HAWAII GATHERS SPEED finish in 2017, with November bringing a 5% increase in air seat capacity and a 7.3% rise in visitor arrivals. “Visitor spending of US$1.29 billion in November pushed the state’s total through 11 months to US$15.15 billion, which exceeds every full-year total up to 2016,” Szigeti said. Timeshare properties also performed strongly in the third quarter of 2017, averaging a 90.1% occupancy rate statewide, outpacing hotel properties with an average 81.4% occupancy rate for the quarter. During Q3 timeshare accommodation grew by 725 units to 11,233 statewide for the period compared to a year earlier with owners
p o st c a
rds 20
Postcard from... Hawaii
accounting for 56.9% of occupied room and timeshare owners participating in a timeshare exchange program claiming 19.9% of the occupied room nights. Transient rental of units to owners and exchangers beyond their allotted timeshare stay as well as to the general public represented 15.5% of occupied room nights while the remaining 7.7% was used for sales and marketing purposes. Timeshare visitors represented 9.8% of total visitors to Hawaii in the third quarter and had an average length of stay in the islands of 9.7 days, which was higher than the average length of stay of 8.8 days for all visitors.
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HAWAII’S tourism momentum is tipped to continue in 2018, following last year’s new records in generated state tax revenue, visitor spending and visitor arrivals. Hawaii Tourism Authority president George D. Szigeti said the authority had “good reason to believe tourism’s momentum can be sustained in 2018”, with air capacity projected to grow by 10.9% in the first quarter, totalling more than three million seats. Growth in the opening quarter is set to be driven by increases from the markets of the mainland US (+14.1%), Other Asia (+24.3%), Oceania (+5.2%) and Canada (+2.9%). The numbers would follow on from a strong
it on. Turquoise blue Aloha! Hawaii has certainly put atmosphere. ing buzz waters, sunny skies and riding a wave was ce rien expe My first Hawaiian r canoe boat. Love love loved this! into Waikiki Beach on an outrigge explored h Eastern side of Oahu where we Our next day took us to the Nort ’iwa. Hale the north shore coastline including some little surfing villages along and r opte helic we jumped straight into a We then ventured to Maui where and cliffs ring lar valleys, waterfalls, towe were taken to the most spectacu la. insu the famous Kalaupapa Pen water snorkled over Molokini Crater. The We then hit the water, where we day! t grea a was This urful sea life. was amazing, clear and full of colo some of the board walk along the ed walk we g min swim After all that one resort to another, smelling the Ka’anapali coastline, walking from that we aurants. It was only appropriate amazing aromas from all the rest ding inclu and sampled the many cocktails stopped off at a couple of bars l beers. my favourte Mai Tai’s, and the loca pleted e holiday adrenalin, having com som with My trip certainly ended for my ed scar was I ali Zipline. Although eight lines on the Skyline Ka’anap just were s view the not, I d it. And how coul life, I deep down actually enjoyed Hawaii! amazing from up there. Mahalo
ckay From Kelly Portelli, Helloworld Travel Ma
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HAWAII
Wyndham expands to Hawaii
FLIGHT PATH FOR SUCCESS THIS year is gearing up to be eventful for Hawaiian Airlines, which marks its 14th anniversary of services between Sydney and Honolulu and the sixth year of services between Brisbane and Honolulu. New Zealand operations will ramp up on 21 March with flights between Auckland and Honolulu increasing from three to five services per week, shortly after the airline marks its fifth anniversary of flights on the route on 13 March. “With the increased frequency we will also be adjusting the flight schedule to make the flight times even more convenient for our guests,” Gai Tyrrell, regional director Australia & New Zealand at Hawaiian Airlines said. This year will also see the airline bring its
new A321neo fleet into operation between Hawaii and the US mainland, seating 189 passengers with 16 First class, 45 Extra Comfort and 128 Economy class seats. In the past 12 months the airline announced or introduced a number of product and route changes, which Tyrrell expects more Aussies to take advantage of. The year saw Hawaiian Airlines expand its Hawaii inter-island flight options, opening itinerary options by reducing the need to pass through Honolulu. The airline also unveiled a new brand and livery, extended its “Bid Up by Hawaiian Airlines” auction upgrade program to the Australian market and debuted new uniforms for over 5,000 of its front-line staff globally.
WYNDHAM Vacation Resorts Asia Pacific has made a move beyond the Asia Pacific region, adding two properties in Hawaii on the island of Kauai to its portfolio. WorldMark South Pacific Club by Wyndham Bali Hai Villas and WorldMark South Pacific Club by Wyndham Ka ‘Eo Kai are both in the resort community of Princeville and are now available to timeshare owners in the WorldMark South Pacific Club by Wyndham. WorldMark Ka ‘Eo Kai boasts ocean and mountain views, while WorldMark Bali Hai Villas is adjacent to the Makai Golf Club. “For a long time our WorldMark South Pacific Club owners have been telling us that Hawaii is among their most desired holiday destinations, and we are thrilled to add two Kauai properties to our resort collection,” said Barry Robinson, president and managing director, Wyndham Vacation Resorts Asia Pacific.
Say aloha to extra leg room Upgrade your clients to Extra Comfort seating from SYD or BNE to HNL for AUD$165* For more information visit HawaiianAirlines.com.au/extracomfort
*Conditions apply and subject to availability $165 per person per international sector. Price subject to change without notice. Price valid as at 16Jan2018. HAS5199
BROCHURES NEW Zealand coach holiday specialist Grand Pacific Tours has launched its latest brochure for the September 2018 to May 2019 season. For this year, the company has introduced tour guides on all of its Affordable, Signature, Cruise & Coach and Special Interest departures, in addition to coach drivers. Travellers will be able to experience New Zealand’s natural beauty through attractions such as the TranzAlpine Rail Journey, a Milford Sound Cruise and an intimate Maori hangi and concert.
QANTAS Holidays has released its new 2018-19 Hong Kong & China brochure, featuring a wide selection of accommodation and sightseeing options for Hong Kong, Macau and mainland China. New City Break packages for Hong Kong feature ‘must-see and do’ experiences, including a half-day Hong Kong Island tour and a city lights night tour. The brochure also features new Short Stay packages in Beijing, Shanghai and Xian.
SMALL group specialist Bunnik Tours has launched its new Middle East touring program for 2018/19, complete with an early bird saving of $250 per person for all bookings made before April 27. The new program includes two deluxe ‘in-style’ journeys through Egypt and Jordan, staying at some of the region’s most famous palace hotels, resorts and luxury camps. Ten other classic itineraries cover the region from Egypt and Jordan to Israel, Cyprus, Oman, Turkey and Kenya.
CIT’S latest Switzerland brochure offers the best of Europe’s stunning mountain heart with experiences including walking, cycling or travelling by train through the Swiss Alps. Other options include road trips and a choice of mini stays in some of Switzerland’s scenic cities including Zurich, Geneva and Lucerne. Highlights of the program include the eight-day Top Spots of Switzerland, where passengers will take a train to the medieval town of Gruyeres, and take a scenic bus ride to Lauxaux vineyards for wine tasting.
THE latest brochure from Great Southern Rail features a range of new holiday packages and products, covering some of Australia’s most iconic journeys aboard the Indian Pacific, The Ghan and The Overland. Covering April 2018 through to March 2019, it features information on off-train excursions, dining, service levels, travel routes, destinations, Motorail options, holiday packages and frequently asked questions.
A NEW-LOOK Southern Hemisphere brochure has been unveiled from Sno’n’Ski, packing in information and deals from ski resorts in New Zealand, Australia and South America. A new pricing format has been introduced, designed to make it easier to compare packages. Prices include lift passes, accommodation and car rental or transfers and Sno’n’Ski offers a flexible booking service for the individual elements of a ski package.
TRAVELMARVEL has released its new 2019 India and Sri Lanka brochure, including rail journeys throughout India - including the famous Golden Triangle – with full porterage now included on every tour. Guests can search for Sri Lankan leopards in Yala National Park, take a cruise on the Lower Ganges and view the Taj Mahal in all its beauty while in Agra. Earlybird specials including ‘fly free’ offers when booking before 30 June.
Nomad African Adventures has released a comprehensive 96-page brochure featuring 138 overland adventures ranging from two to 58 days in duration. Day-by-day descriptions are provided with pricing divided into tour and activity package costings, with detailed dossiers available listing further optional activities to suit all travellers’ budgets. Itineraries cover the full diversity of experiences across southern Africa, including in Namibia, Botswana, South Africa, Lesotho, Swaziland, Zimbabwe and Mozambique. travelBulletin FEBRUARY 2018
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JAPAN
Tokyo By Night
Tokyo doesn’t stop at night. In fact, it comes to life. And there’s so much for newcomers to enjoy, writes Ben Groundwater.
I
T DOESN’T stop. That’s something you very quickly realise in Tokyo, as the sun sets and the neon lights buzz into life and the foot traffic on the pavements of Shibuya and Shinjuku and so many other suburbs just picks up, and up, and up. Drinkers duck in and out of izakayas, the sake bars that serve snacks with a side of friendly conversation. Diners queue for ramen noodles. Shoppers bundle large bags out of department stores. Pedestrians glance nervously at their watches as the witching hour approaches, as the last trains head out to the suburbs and those who’ve been left behind settle in for a long night in one of the world’s great 24-hour cities.
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EAT Of course, you can eat. In Tokyo, you can always eat. While the city’s higher-end restaurants close at a reasonable hour, there are plenty of food outlets open long into the night. In bustling inner-city Ebisu, the ramen bar Afuri is open until 5am – and there are queues around the block until the doors are pulled shut. Nearby, the Ebisu Yokocho is an old alleyway packed with no-frills eateries, a smoky, raucous spot that’s open until 4am. Across the city, in fact, izakayas serve tapas-sized plates into the wee hours, as the Japanese indulge their twin passions for sake and sustenance.
DRINK Tokyo’s bar scene is like no other. There are drinking dens everywhere in this city: in train stations, apartment blocks, department stores, in basements, lofts... everywhere. These bars are often hyper-specialised, too, perhaps serving only high-end cocktails, or rare whisky, or a huge array of sake. Though they’re spread throughout the city, the highest concentrations tend to be in transport hubs such as Shibuya and Shinjuku, places where workers can grab a drink before heading home on the train.
JAPAN
BROWSE
PLAY
This is your Lost in Translation moment – the chance to grab a microphone and sing, sing, sing at a karaoke room in central Tokyo. The bar in which Bill Murray and Scarlett Johansson belted out a few numbers in that famed movie is called Karaoke Kan, and it’s in the bustling suburb of Shibuya. Karaoke rooms, however, abound across the city. Try Roppongi for the highest concentration, or Shinjuku for some of the most ridiculously plush establishments. And prepare the sing the night away.
The setting of the sun tends to bring out Tokyo’s “otaku”, or comic book geeks, in force. Some dress up, others keep a low profile. Many, however, head to “manga cafes”, comic book stores that are open 24 hours a day, and which provide private booths for reading and surfing the internet. These small rooms are used by some budget travellers as a cheap place to catch some sleep for the night; however, their primary purpose is for the enjoyment of Japan’s classic comic-book literature. Visiting one is a true experience.
When you need a break from all of the eating and the drinking, the singing and wandering, there’s always time for a few games at night in Tokyo. Sports lovers should head straight to the Shinjuku Batting Centre, which is open until 4am. Pay your money, grab a baseball bat, step into the cage and whack as many balls as you can connect with. For something a little more sedate, meanwhile, gaming arcades throughout the city are open well into the night.
LISTEN
SEE
SOAK
The Japanese have a deep passion for live music, whether that’s the coolest jazz or the most hardcore punk rock. Suburbs such as Shimokitazawa, Shinjuku and Koenji are littered with “live houses”, bars that host live music every evening. Though it will take a bit of research to find out exactly where these bars are (they’re often tiny places, sometimes under apartment blocks or at the top of towers) and what sort of music will be playing, there’s something on every night of the week.
It’s hard to decide whether the Robot Restaurant in Shinjuku is the tackiest tourist attraction ever, or the best. Perhaps it’s both. Regardless, you have to see this: an all-singing, all-dancing, neon-and-metal show of robots and their bikini-clad companions whirling and twisting and writhing around a dance floor to the sounds of Gangnam Style and its like. This show is so ridiculous, so over-the-top, that it has to be seen to be believed.
SING
All of these activities might, admittedly, sound a little too hectic, a little too high-energy. Sometimes when the sun goes down all you want to do is relax in a nice hot bath and soak your cares away. And of course, in Tokyo you can do just that. Many of the city’s “onsens”, or bathhouses, particularly in the inner-city areas, are either open 24 hours a day, or well into the early morning, meaning you can rest there, relax, and prepare for another evening of enjoyment.
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Bunnik’s cherry blossom on top THE amazing floral bloom of Japan’s iconic cherry blossom takes centre stage for travellers who take up Bunnik Tours’ new 2018 itinerary, Colours of Northern Japan. The 18-day experience allows small group tours to enjoy the 1,000-year-old tradition of hanami, the term locals use to describe the transient beauty of the country’s northern flowers. Further highlights of the package include exploring Japan’s hidden temples, historic villages, local delicacies such as gyutan (beef tongue) and the thriving metropolis of Tokyo.
HOT SPRINGS ETERNAL IT MAY sound unusual to suggest that a country is blessed with the presence of active volcanos, however, provided those volcanos aren’t spewing lava these amazing geographical features are responsible for at least one pleasurable tourist by-product in Japan – a vast collection of hot springs. Dotted throughout many of the country’s islands, hot springs are a great way for visitors to relax and take in Japan’s natural landscape. One such popular location is the Nagashima-onsen Hot Spring located an hour and 40 minutes by rail from Tokyo. The spring has flowing water heated to 60°C and is located within the Suigo Prefectural Nature Park. Another popular spot is the Awazu-onsen Hot Spring located in Ishikawa, Chubu. This ancient site came to prominence more than 1,300 years ago for its warm water flows from Mount Haku, with the mountain’s aquatic qualities said to possess healing properties that can assist with blood circulation issues. The location is hosted by a small resort called Houshi, one of the world’s oldest hot spring inns.
© JNTO
Sapporo Snow Festival © JNTO
CHILL OUT WITH SOME WINTER CHEER AS THE colder months cast their frosty shadow over Japan, it is worth knowing there are several major winter events that travellers can cosy up to during the country’s seasonal freeze. The Sapporo Snow Festival held in February each year is one of Japan’s most popular winter festivals. This chilly spectacle features an impressive parade of sculptures carved from snow and ice, attracting more than two million visitors locally and from across the globe each year. The event is divided into three main displays throughout Hokkaido’s capital: the Odori Site, Susukino Site and Tsu Dome Site. All locations feature an amazing
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number of artistic ice statues; however, the Tsu Dome Site is the only location that offers less risk-averse visitors the chance to slide their way down a selection of exhilarating snow slides. For those looking to bundle up festivals in Hokkaido, The Otaru Snow Light Path Festival takes place in nearby Otaru and runs concurrently with the Sapporo Snow Festival. For 10 days the city is decorated with charming snow lanterns in the Unga Kaijo and the Temiyasen Kaijo regions. Both walks are conveniently located close to rail transport, making it possible to traverse the events on foot. For travellers seeking romance,
the Unga Kaijo area is recommended as it features a 300m walk along the town’s picturesque canal that is lit up at night by a flotilla of small buoys. For the visitor seeking to combine their penchant for icy spectacles with some warming food and wine, the Yokote Kamakura Festival may be your best option. Taking place 15-16 February in the south-eastern Akita Prefecture city of Yokote, the festival is renowned for its snow houses called Kamakura. Created to honour the water deity in Japanese culture, locals invite visitors into their Kamakuras during the evening where they are offered grilled rice cakes and warm rice wine.
JAPAN
Q&A
Travel to Japan is currently booming, so we asked Traveller’s Choice members Kerry Fiske and Belinda Ferguson from Clayfield Travel Professionals in QLD, who are certified Masters of Japan Travel, to share their tips.
What are the must see highlights for first time travellers? When travelling to Japan for the first time, Tokyo, Kyoto, Nara and Hiroshima are usually what people want to see. Of course, for an authentic Japanese experience, be sure to visit rural Japan and stay overnight in a ryokan, this is a must-do!
and April in the Japanese spring are ideal for cherry blossom viewing while autumn brings a blaze of colour with vibrant red, oranges and yellow foliage. Winter offers some of the best skiing and snowboarding conditions in the world.
What sort of travellers are visiting Japan? Japan attracts all sort of visitors, young to old. Recently we had a young couple become engaged whilst on holiday in Japan. The groom popped the question whilst staying at a beautiful ryokan in Hakon.
Are FIT or tour groups more popular? FIT is becoming more and more popular. Australians are very adventurous and like the flexibility to explore on their own. With a pre-paid Japan Rail pass, unlimited travel on the JR-branded trains makes travel very easy on your own. Cruising to Japan is also growing in popularity.
Is there any particular time of year that is best or most popular to travel to Japan? Japan is a year-round destination, however June is the rainy season and July and August bring heat and humidity so we suggest avoiding these months if possible. March
What advice would you offer another agent selling Japan? Research the destination and take a trip there as soon as you can – first-hand knowledge is second to none. For example, never book a ‘semi-double’ room for two
adults, as the bed is similar to our king size single beds here. The JNTO (Japan National Tourism Organisation) is also a brilliant source of information available to all agents. What do you love most about Japan? The elegance of the culture and people that cannot be found anywhere else in world. Japanese cuisine is a highlight, and the Japanese people are so kind and generous with Australian travellers. We have had multiple stories of random acts of kindness on the streets where complete strangers have gone out of their way to help with directions. Once you have been to Japan you will want to go back!
EASTERN MEDITERRANEAN
Tall Tales of the Sea Island-hopping in Greece and Turkey from the comfort of a tall ship is an unforgettable experience, writes Kristie Kellahan.
HERE’S a light summer wind teasing the tall white sails of the Star Flyer, a traditional teak clipper ship, as we slowly sail away from the sunset. We are ambling east towards the island of Amorgos, one of the Greek gems of the Aegean Sea, after spending a sunny day on Patmos. While my friend and I had cooled off in the cornflower blue water and sampled more sweet bakery treats than a dentist would recommend, one passenger stayed on board the ship. Once an incurable explorer, the still-handsome man in his 80s now prefers to spend his days reading and remembering,
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though never far from the water he still loves. He spells out his name for me with the help of places he has visited. "S for Sweden, J for Jamaica, O for Oslo," begins Lars Sjogren, 81, a retired Swedish sea captain. Captain Sjogren's tales could fill several chapters of a Boys' Own Adventure book. Visits to the North and South poles. Days of rum and roses in the Caribbean. That time his ship sank in just 20 minutes in Antarctic waters (all crew safe and accounted for). In his retirement, the captain can't tear himself away from sailing, albeit these days as a relaxed passenger. Many port days he
stays on board the ship, anticipating the moment the anchor will be raised. "I've seen all of the world and I still love the sea the most – it's my greatest love," Sjogren said. It's easy to understand why keen sailors choose to see the world from the decks of the majestic Star Clipper fleet. Embracing the romance of true sailing ships, the vessels can splice through the water on wind power alone. Passengers are encouraged to participate in hoisting the sails, to adjust the rigs in order to change direction of the ship, and to climb to the top of the mast, under supervision.
EASTERN MEDITERRANEAN
Star Clippers operates three of the world's largest and tallest sailing vessels, visiting ports often untouched by large cruise ships and offering passengers the activities, amenities and atmosphere of a large private yacht. Sailing on the seven-night Northern Cyclades (eastern Mediterranean) cruise from Athens to ports in Greece and Turkey, we will visit lesser-known islands: Patmos, Amorgos and Monemvasia. Daily lectures from the Estonian captain and Bavarian cruise director centre on seafaring themes such as the history of sailing, the nature of modern-day piracy and the roots of the Greco/Turk conflict. A seafarers' toast is offered each day in the ship's newsletter ("To our wives and girlfriends, may they never meet!"). Thankfully, comfort is not sacrificed in the name of salty maritime cred. Leisure time can be spent in the two swimming pools onboard, watching DVDs in cosy staterooms, or with a cocktail in hand at the Piano Bar. Meal times are highly anticipated, with an appetite bordering on gluttony. Served in the European fine-dining style of seven courses – appetiser, soup, sorbet, main course, salad, cheese and dessert – dinner is offered from 7.30pm until 10pm, no reservation or assigned time required. The food is delicious and the options are extensive, including lobster, filet mignon and Atlantic salmon. One night, I tell the waiter about my off-menu craving for a steak sanga, and it is satiated in a flash. There is always a choice to dine together with other travellers, but certainly no obligation. The Star Flyer carries a maximum 170 passengers, so it's cruising, but not as you know it, especially if your onboard experiences have previously been shared with thousands of holidaymakers. There is, of course, a rich Greek heritage of seafaring. Hundreds of islands dot the
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We wander around sleepy fishing villages, feast on crunchy baklava and discover little shops selling bespoke leather shoes
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Aegean Sea and the Greeks have been island-hopping by sailing ship since long before Homer was a boy. Blue and white are the eternal colours of this proud, hospitable nation, and wherever you go, the sea is never far away. Shading ourselves from the searing hot summer sun with parasols, we wander around sleepy fishing villages, feast on crunchy baklava and discover little shops selling bespoke leather shoes and floaty beach wraps. The Star Flyer is small and nimble enough to reach ports and docks inaccessible to larger cruise ships. Within minutes of dropping anchor we are swimming in the surprisingly cool sea or ordering heaped plates of grilled calamari in whitewashed taverns. A port day in Turkey is an adventure in itself, as we swim at the beach in Kusadasi, bypass the Brit pubs serving fried egg and chip sandwiches, haggle for handbags and tour the ancient ruins of Ephesus. My friend takes a scuba-diving course with the ship's instructor and revels in the opportunity to suit up and get back in the water at each new stop. One day she swims with a giant sea turtle, the next day we laugh as we watch a group of olive-skinned boys daring each other to jump from an elevated jetty into the blue, blue sea. It’s these little pleasures that add up to a trip we won’t forget. Star Clippers’ seven-night Northern Cyclades cruise departs in August 2018.
All images courtesy of Star Clippers
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CROATIA’S BOOM ACCELERATES SURGING interest in Croatia has helped drive a boom in coastal cruising for specialist operator Cruise Croatia, which reports a 200 per cent increase in bookings over the past 12 months. The newcomer is a division of Beyond Travel and was launched in March last year to take advantage of a notable increase in modern purpose-built ships in the region and strong demand from travel agents and their clients over the previous four years. Cruise Croatia’s general manager business development growth Peter Smith said the company now offered more than 100 different voyages. “There’s no doubt interest in Croatia is increasing and while government figures show the destination welcomed 18.5 million visitors in 2017, the locals are expecting the number to climb by 8 per cent this year and reach 20 million,” Smith said. “Aussies love Croatia as it’s an affordable holiday destination and we’re seeing customers not only going there as a stand-alone destination but combining a restful stay into a bigger European experience.” Smith said travellers typically stayed for a week to 10 days, with seven days’ cruising between Dubrovnik and Split the most popular option. “For around $2,500 per person, folks that love azure water, wild coastlines and rustic villages can enjoy a week’s smallship cruising that includes ample sightseeing and lots of time to relax,” he said.
Greece on foot and by sail ARCHAEOLOGICAL tour specialist Peter Sommer Travels will this year introduce a new itinerary in the Dodecanese islands of Greece, combining walking excursions with a sailing holiday. Walking and Cruising the Dodecanese is an eight-day tour led by Dr Michael Metcalfe, a specialist in ancient history and the Mediterranean, and allows guests to explore the islands on foot to discover superb scenery and archaeological sites far from the beaten track. The tour winds its way among the Dodecanese aboard a traditional wooden sailing gulet and allows plenty of time to swim in the azure waters and sample the local food and wine. Priced from £2775 per person twin share, it departs 22 September and is one of 27 different archaeological tours and gulet cruises offered by Peter Sommer Travels this year in Greece, Turkey, Italy, Croatia, the UK and Ireland.
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NORTH CYPRUS COUNTERS OVER-TOURISM INTREPID Travel has introduced North Cyprus as a new destination in its 2018 Europe program, putting it at the top of a “Not Hot List” for travellers keen to avoid areas of over-tourism. The company’s chief executive officer James Thornton said the list had been developed in response to concerns about the impact of large-scale tourism and travellers’ desire to “get away from the masses”. “Europe is a favourite with Australian travellers, so we’re constantly on the look-out for new ways to explore the continent by adding unique itineraries and new destinations,” Thornton said. “Over-tourism has become a real issue in many of the world’s most beautiful cities and it’s impacting the experience for locals and for travellers, so in 2018 we’re encouraging travellers to consider the alternatives and look beyond the typical destinations,” he said. While other destinations on the list stretch from Portugal to Moldova, it’s the newly added destination of North Cyprus that takes number one spot. Intrepid’s new North Cyprus tour explores the island for four days, visiting ancient hill-top castles, traditional villages and stunning coastline. Priced from $1,360 per person, it also provides a chance to explore Europe’s last divided capital, known as Lefkosia to the Turkish and Nicosia to the Cypriot communities. Meanwhile, sister brand Peregrine Adventures has tripled the number of small ship adventure cruising departures it offers in Europe this year. Operated by small ships with no more than 50 travellers on board, the cruises allow guests to visit small ports that big ships can’t access to explore little-known towns and villages. Options include Croatia Coastal Cruising between Split and Dubrovnik, Hidden Gems of Greece combining Santorini and Mykonos with lesser known islands such as Syros and Sifnos, and a Cruise Croatia’s Central Coast itinerary which heads north from Split to Zadar.
The Great Pyramid of Giza might be the only surviving member of the Seven Ancient Wonders, but the sites of several of its erstwhile companions can still be found scattered across the Eastern Mediterranean. Here are four you can visit.
The Statue of Zeus at Olympia, Greece
The mighty Temple of Artemis was proudly decorated with 127 Ionic columns that stood 20m high, with interiors gilded in gold and silver. Having been rebuilt several times, its final incarnation stood from 323 BC until it was destroyed in 401 AD. All that remains today is a single column to mark its location, but the wider site of Ephesus is one of the most visited ancient locations in Turkey and home to some of the country’s most magnificent ruins.
The Colossus of Rhodes, Greece
The final resting place of the Carian ruler Mausolus dates from around 350 BC and was adorned with sculptural reliefs created by celebrated Greek sculptors. Its architecture was renowned in ancient times and said to be the inspiration of many modern buildings including Melbourne’s Shrine of Remembrance. Destroyed by earthquakes between the 12th and 15th centuries, its ruins can be visited today in the scenic port of Bodrum.
This giant seated figure of the god Zeus rose 13m in height and was sculpted with panels of ivory and gold. It was created within the Temple of Zeus around 435 BC but destroyed in the fifth century AD. Today the site of the temple can still be seen among the spectacular ancient ruins at Olympia, best known as the birthplace of the Olympic Games.
The Temple of Artemis at Ephesus, Turkey
This towering statue was said to stand astride the entrance to Rhodes harbour on a scale similar to Statue of Liberty. It was built to commemorate a military victory in 305 BC and stood for almost 80 years until it was toppled in an earthquake. There’s no sign of it today, but Rhodes has become one of the most popular of the Greek isles, famous for its old city, beaches and archaeological sites.
The Mausoleum at Halicarnassus, Turkey travelBulletin FEBRUARY 2018
Antoon Kuper
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UNUSUAL EXPERIENCES FEEL like having fish for dinner? Or would you prefer to have your dinner with some fish? At Ithaa Undersea Restaurant at the Conrad Resort Maldives, you can do both. Rated one of the “most beautiful restaurants in the world”, this all glass underwater pod sits about five metres below the surface, nestled in the vibrant coral gardens of the sea floor. In the Maldivian language of Dhivehi, Ithaa means ‘mother of pearl’; a name that is very fitting for a restaurant that makes you feel as though you belong on the ocean floor, reflecting the plethora of colour and light shining through the crystal clear waters of the Maldives. Patrons can enjoy a contemporary European menu, consisting of a variety of gourmet dishes; fresh seafood classics, cocktails and luxury indulgences like caviar or Maldivian lobster. Up to 14 people at a time can enjoy the spectacular 270 degree view while they eat, taking in the beauty and diversity of marine life surrounding them. Ithaa is open for Lunch and dinner as well as mid-morning
Funnies Flashback We love trawling through the Travel Daily Window Seat archives. Here are some gems from 2000:
cocktails, however it can also be booked privately for breakfast, weddings or any other special occasions. Opened in 2005, this unique culinary adventure remains the only all glass underwater dining experience in the world. The restaurant is available to be booked by guests of the Conrad Resort at Rangali Island, The Maldives.
SUDOKU
The aim of Sudoku is to complete the entire grid using the numbers 1-9. Each number can only be used once in each row, once in each column, and once in each of the 3×3 boxes.
A SPANISH man narrowly escaped injury when a four kilo ball of ice, thought to be frozen excrement ejected from a passing aircraft, fell on his car near Seville. The man was about to get into his car when a friend stopped him for a chat. Seconds later, the ball plummeted from a cloudless sky and crashed on to the bonnet. SPANISH authorities are taking back all the hurtful things they’ve been saying about pax aircraft since ice balls the size of melons began falling from clear blue skies a week ago. One smashed into a parked car just as its owner was about to climb in (TD last week). Authorities said it appeared to be frozen excrement jettisoned from a commercial plane. But scientists now believe it was debris from a comet, saying the material lacked the texture and colouring of excrement. www.sudokuoftheday.com – visit them and get a new Sudoku every day!
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MEDIUM
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