February 2019
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February 2019
Darrell Wade lighting the way off the beaten track
Seniors travel Mediterranean Hawaii Pacific Southeast Asia
Win a Viking cruise! see p19
Photo: Hurtigruten
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Contents
20
38
48 Features
58 Southeast Asia
19 Win a cruise with Viking
Adam Bishop experiences a mouthwatering adventure in Vietnam
38 Seniors travel Older clients are getting a taste for the exotic, Jasmine O’Donoghue discovers
44 Mediterranean Anastasia Prikhodko travels to the Mediterranean’s rising stars
48 Hawaii Sarah Fairburn explores the islands less travelled in Hawaii
54 Pacific
Cover story
24 Business view 27 Brochures 28 Business Events News
32 Cruise 20 Darrell Wade: Lighting the way 36 Industry in Focus off the beaten track 62 Last Word Hear about Intrepid’s rise from tiny tour operator to huge success
Monthly 02 From the publisher
Looking for an island escape? Craig Tansley will help you choose where
58
02 State of the industry 08 Issues and trends
Columns 06 Steve Jones 08 AFTA View 19 PCOA View 28 CLIA View
This month’s contributors Steve Jones, Joel Katz, Jayson Westbury, Melissa Elf, Matt Hingerty, Craig Tansley, Hannah Foster, Sarah Beyer Above – Hawai’i image: ©HTA
EDITORIAL Editor in Chief and Publisher – Bruce Piper Co-ordinating Editor + Production – Sarah Beyer Ph: 1300 799 220 or 02 8007 6760 sarah.beyer@travelbulletin.com.au
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This publication is independently audited under the AMAA's CAB Total Distribution Audit.
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Editorial team – Jasmine O’Donoghue, Adam Bishop, Anastasia Prikhodko, Sarah Fairburn
Advertising National Sales Manager Lisa Maroun Ph: 0405 132 575 or 02 8007 6760 lisa.maroun@travelbulletin.com.au
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travelBulletin February 2019
1
State of the industry
From the publisher Bruce Piper
IN BRIEF
2
Anyone who was looking forward to a quiet 2018-2019 summer break will have been somewhat disappointed, with the new year certainly starting off with a bang. The appointment of Express Travel Group CEO Tom Manwaring as AFTA Chairman, the “voluntary withdrawal” of a major wholesaler from the ATAS accreditation scheme and a number of acquisitions by Helloworld and Flight Centre have provided plenty of industry news – not to mention the ongoing series of stunning revelations in connection with the collapse of Bestjet. It’s tempting to believe that the flurry of activity over the last two months has been a unique indicator of the fast-paced technology-driven world we now live in – but the recent death of Jetset Travelworld Founder Bob Sparks has been a reminder that the roller-coaster we are riding has been running for some time. 70-year-old Sparks, who died after a long illness, was truly a pioneer of the current Australian travel distribution landscape, putting together a series of groundbreaking deals which amalgamated the former Traveland, Jetset and Travelworld groups in an early attempt to challenge the rising dominance of Flight Centre in the late 1990s.
AFTA challenges NSW government The Australian Federation of Travel Agents (AFTA) made a submission in December 2018 to a NSW Government reform proposal, which would potentially force travel agents to disclose margins and commissions. The controversial plan by NSW Minister for Better Regulation, Matt Kean, captures the travel industry (perhaps inadvertently) alongside financial intermediaries such as banks and insurance companies, requiring the disclosure of the existence of commissions and referral fees. AFTA’s submission “strongly advocates for the exclusion of travel intermediaries” from the operation of the amendments to the state’s Fair Trading Act 1987, citing the unique nature of the sector. “The reforms are both economically burdensome on the travel industry and unnecessary,” AFTA noted, highlighting the crucial role played by tourism and travel in the NSW economy. While acknowledging that further regulation may be
travelBulletin February 2019
Sparks also guided the organisation he created through the major ructions of 9/11, SARS and the Iraq war – before abruptly resigning as the company’s CEO in 2003 for family reasons. He later re-emerged as Chairman of the Travel Services Group which acquired several former American Express Travel outlets before collapsing in 2007. Sparks’ vision and insight into the Australian travel trade was a major contributor to the development of what is now Helloworld Travel. travelBulletin has a close connection to another industry legend who died this month – the magazine’s Co-Founder Eddie Raggett (pictured) who along with Ian McMahon sold the publication to the Business Publishing Group in 2014. Raggett was another visionary, whose irascible Irish humour, sparkling wit, intelligence and determination to “get the deal” was renowned across the industry. As the inheritors of his legacy we would like to pay tribute to Eddie – may he rest in peace.
required to address concerns relating to commissions and referral fees in certain sectors, “existing industry regulation and obligations under the Australian Consumer Law already provide a robust framework to prevent misleading an deceptive conduct in the travel industry, without the unintended consequences that may result from the additional regulatory burdens imposed,” AFTA noted.
Express NZ expansion plan Express Travel Group has set its sights on trans-Tasman expansion, confirming that it is the interested party in a rumoured majority investment in First Travel Group NZ. A “Term Agreement” signed in mid-December includes a 90 day exclusivity period, with the proposed investment seeing both organisations continue with business as usual. However shared technology and systems will allow both companies to enhance their customer experience in both retail and corporate, according to ETG CEO Tom Manwaring.
“Express Travel Group and First Travel Group are both strong fully integrated, independent businesses, having maintained a close relationship for many years,” he said, with key commonalities including strong local management, shared preferred partners, technology, customer segments and complementary company values and culture. The move looks to have prompted a reaction from Helloworld, which just before Christmas announced two new members who were formerly part of First Travel Group – Barlow Travel and Gilpin Travel, with a combined TTV of more than NZ$100 million. Helloworld NZ Executive General Manager, Simon McKearney, welcomed the additions, commenting that “many agencies want surety of their direction and future and hence the attraction of Helloworld”.
NT sparkles for Excite
A group of 40 travel agents were invited to experience the NT in a unique way in January when Excite Holidays hosted a colourful event honouring all that’s fabulous about the Aussie territory. The event, held at the Brisbane Museum, included NT-inspired canapes sourced from local food, a performance by the Nunukul Yuggera Aborginal Dance Company, and a live drag show in the style of the movie Pricilla Queen of the Desert. Pictured are Demora Winterburn and Elise Kilpatrick from Helloworld Sunnybank Hills with some of the event’s colourful entertainers.
Helloworld steals Show Helloworld also expanded on this side of the Tasman, announcing the acquisition of the business of Show Group Enterprises from its long-time owner, the Avis Budget Group. Helloworld CEO Andrew Burnes said the transaction would allow HLO to expand in the specialised travel and logistics segment, complementing its existing corporate business. The acquisition includes all of the Show Group brands such as Show Sport, Show Corporate, Show Travel, Show Film, Show Event, Show Fashion, Show Leisure and Show Freight, with the company confirming it would continue to be led by the existing team of Lyn Keep, Head of Supplier Relations; Glenn Cusack, Head of Sales & Client Management; John Kline, Head of Supplier Relations; and Group General Manager Cathy Barnes. The strong period for Helloworld also saw its QBT Limited corporate division appointed as the sole provider of travel management services to all of the 43 South Australian Government agencies for a three year period taking effect from 1 February.
Flight Centre acquires Flight Centre was also on the acquisition trail last month, announcing two quite different deals
“
– the purchase of a Silicon Valley corporate travel business, as well as a long-term lease on a Bali hotel. The 10-year accommodation deal is for the four star Camakila Legian Bali Hotel, a beachfront property which will become part of FCTG’s Bespoke Hotel Management Asia (BHMA) division. The 117-room Camakila has been rebranded as Away Bali Legian Camakila, and is already popular with Flight Centre’s Leisure customers, according to MD Graham Turner. Also joining the FCTG portfolio is California-based Casto Travel, a TMC established in 1974 which now has 85 staff and TTV of about US$120m. Turner said the deal would give Flight Centre “greater scale in Silicon Valley and in the large West Coast market, where we previously had a relatively small corporate presence”.
This union to enhance the NTIA program, call out travel professionals working with CATO members all within the high standard set by NTIA is yet another fantastic celebration of the Australian Major boost for Kakadu travel The Northern Territory’s Kakadu industry
”
Jayson Westbury, AFTA CEO on the new CATO awards
National Park is set for a significant infrastructure upgrade, with both major political parties announcing more than $200 million in funding. A tenyear-commitment from the Coalition includes $5 million to relocate the visitor centre to Jabiru along with $70 million on road upgrades and
$40 million for better campgrounds, walking tracks and viewing platforms. The Labor Party also has big plans for the region, including $2.5 million to improve mobile phone connectivity, a $25 million new visitor centre and $45 million for asbestos remediation. Kakadu Tourism Chair, Rick Allert, said the funding would be “crucial in rejuvenating one of Australia’s most important natural and cultural tourism destinations”. He said tourism infrastructure had “really held back the industry from progressing,” noting that many of the park’s iconic spots are often inaccessible. “It is a long way to come for overseas visitors, and they have every right to expect to experience our key waterfalls, swimming holes, rock art and walks for most of the year,” he said.
Baillie Lodges grows Boutique accommodation specialist Baillie Lodges has already started expanding, following the announcement just before Christmas that US-based KSL Capital Partners had made a “substantial investment in the company”. Founders James and Hayley Baillie will continue to lead the Continues over page
travelBulletin February 2019
3
State of the industry Continues from previous page
HEADLINES 12 Dec Excite Hols out of ATAS 13 Dec Hong Kong’s huge plans 13 Dec NZ Xmas strike averted 14 Dec Rail Plus to Rail Europe 14 Dec No more real-time ESTA 17 Dec ACCC takes Jetstar to court 17 Dec QF, VA refund policy fix 18 Dec Cruiseco launches CruisePRO 18 Dec Indonesia, Japan surge 19 Dec ETG expands to NZ 19 Dec Bestjet into administration 20 Dec US acquisition for Serko 20 Dec HLO acquires Show Group 20 Dec “No choice” to shut down Bestjet 21 Dec McVicker investigating legal action again Bestjet owners 21 Dec Flight Centre acquisitions 21 Dec AFTA NSW comm push-back 21 Dec Hotham, Falls Ck to Vail 24 Dec Bestjet administrators warn of unauthorised emails 02 Jan ANA links Perth and Tokyo 03 Jan Michael James firmly in Bestjet frame 03 Jan Schwartz invests in Qld 04 Jan QF leads OTP for 2018 07 Jan James’ Bestjet “heartbreak” 07 Jan RSSC Explorer to sail here 08 Jan Tourism Aus CMO resigns 08 Jan Venture Far owed $500k 08 Jan Sofitel Wentworth reno 09 Jan Au tourism going strong 09 Jan Expedia promises “puffery” 10 Jan Bestjet mystery deepens 10 Jan Sydney Airport hotel stoush 11 Jan Aurora boosts sales team 11 Jan ATG’s new agent portal 14 Jan Kakadu set for upgrade 14 Jan RwandAir appoints local GSA 15 Jan Intrepid’s record growth 15 Jan Wide Eyed opens in BKK 16 Jan Lahey to Carnival boards 16 Jan Regent orders new ship 17 Jan Bunnik Small Group launch 17 Jan Baillie adds Silky Oaks 18 Jan EK Australia restructure 18 Jan Bestjet link to tax haven 21 Jan NTIA nominations open 21 Jan Moroney Eclipse update 22 Jan Air Vanuatu slashes comm 22 Jan Int’l arrivals surge in 2018 23 Jan JTG founder Sparks dies 23 Jan Bestjet insolvent trading
4
travelBulletin February 2019
venture, maintaining the company’s “vision and commitment to delivering wild, experiential luxury”. Building on its existing success, operations expertise and distribution network the company is pursuing acquisitions of select luxury lodges to join the Baillie Lodges stable, they said, with the deal coming 15 years after the business was founded in 2003. The Baillies wasted no time since announcing the KSL deal, following up in short order with the acquisition of Silky Oaks Lodge in the Daintree National Park – a “back to the future” moment for James Baillie, who was GM of the Far North Queensland property when it was first acquired by P&O Resorts in the 1990s.
The “CATOs” join NTIAs This year’s National Travel Industry Awards will provide further opportunities for the recognition of top performing travel agents, with the addition of new categories in partnership with the Council of Australian Tour Operators. The four CATO Awards will go to a Consultant of the Year in Group Touring,
Adventure, Ski and Independent Travel, with the aim of recognising and rewarding front line travel agents. In a strong show of common purpose, the new “CATOs” are being jointly sponsored by Globus, G Adventures, Intrepid and The Travel Corporation “demonstrating the collaborative focus of the land supply sector,” according to CATO MD Brett Jardine. AFTA CEO Jayson Westbury said AFTA and CATO had been united in service to the travel industry for well over a decade. “This union to enhance the NTIA program, call out travel professionals working with CATO members all within the high standard set by NTIA is yet another fantastic celebration of the Australian travel industry,” he said. The 2019 AFTA National Travel Industry Awards will be held on Saturday 20 July, with nominations now open until 15 February. Travel agents can nominate suppliers, and suppliers can nominate agencies and individual consultants across a total of 44 categories, with participation in the AFTA Travel Accreditation Scheme (ATAS) required for nominees in the travel agent, tour operator and wholesaler awards.
Tourism boost for NE India The Australia India Travel and Tourism Council (AITTC) signed a Memorandum of Understanding with Northeast India Tour Operators (NEITO) in January in a collaborative effort to boost Australian tourism in India’s north eastern provinces. The agreement, which aims to enhance knowledge of the destination among Australians, also forms a positive step in establishing a stronger connection between the two countries. Pictured are Sandip Hor, Chairman of AITCC (front) with the AITTC team and Consul General at the signing the MOU in Sydney.
Data Room
All the latest statistics from the ABS and BITRE to keep you in the loop.
Domestic On Time Performance
ARRIVALS
December 2018
Jetstar 68.3% 66.0% 4.8%
Arrivals on time Departure on time Cancellations
Top 10 destinations, November 18
Source
Destination
Trend (000)
New Zealand 116.8 China 119.9 USA 65.9 UK 61.0 Singapore 39.4 Japan 40.7 Malaysia 34.9 India 31.0 South Korea 22.4 Hong Kong 26.3 All inbound 779.9
Qantas
Arrivals on time Departure on time Cancellations
76.8% 77.9% 2.6%
RETURNS
Top 10 destinations, November 18 Original (000) 117.3 102.9 75.8 68.1 49.5 43.6 40.0 32.3 24.1 22.3 802.2
Trend Oct 18/ Nov 18 % +0.0 -0.7 +1.0 +0.8 +0.5 +1.0 -1.2 +0.6 -3.2 -0.4 +0.0
Trend Nov 17/ Nov 18 % +2.0 +1.9 -1.6 -1.6 +9.5 +11.6 +7.5 +13.6 -16.9 +6.6 +3.4
Trend (000)
New Zealand 122.5 Indonesia 111.2 USA 89.4 China 49.1 Thailand 47.9 UK 54.4 India 35.3 Japan 39.5 Fiji 29.3 Singapore 33.3 All outbound 936.6
Source: ABS
Original (000)
Trend Oct 18/ Nov 18 % +0.7 +1.5 -0.3 -1.2 +0.1 -0.2 +1.2 +0.7 +0.6 -2.4 +0.3
120.6 103.6 82.2 48.7 46.4 34.6 32.6 32.3 30.1 29.6 810.3
Trend Nov 17/ Nov 18 % +3.2 +17.4 +1.7 +5.9 -3.1 +2.8 +9.8 +11.7 +4.3 -3.2 +5.8
Source: ABS
ENDED DECEMBER 2017 All airlines
Arrivals on time Departure on time Cancellations
75.3% 76.2% 2.9%
-4.3%
74.7% 76.4% 2.9%
.8%
Virgin Australia
Arrivals on time Departure on time Cancellations
+4
International Passengers Carried (thousands) - December 2015 to December 2017
+3
DOMESTIC AIR MARKET
.4 %
November 2018
+ 0.
Dec-17
Nov-17
Oct-17
Sep-17
Aug-17
Jul-17
Jun-17
May-17
Apr-17
Mar-17
Feb-17
Jan-17
Dec-16
Nov-16
Oct-16
Sep-16
Aug-16
Jul-16
Jun-16
May-16
Apr-16
Mar-16
Feb-16
Jan-16
+7 .0%
.6 %
*Percentage points difference
+4
Nov 18
% +1.6
Total pax carried Revenue pax km (RPK) Avail seat kms (ASK) Load factor (%) Aircraft trips (000)
Growth Yr to Yr to Growth % Nov 17 Nov 18 % INBOUND OUTBOUND 5.22m 5.23m +0.2 59.86m 61.18bn +2.2 5.99bn 6.00bn +0.3 69.92bn 71.39bn +2.1 7.30bn 7.21bn -1.3 88.24bn 88.57bn +0.4 82.0 83.3 1.3* 79.2 80.6 1.4* 54.1 52.8 -2.3 639.2 630.1 -1.4
-2.4%
Nov 17
+2.2%
1%
-2.2%
Source: BITRE
International Air Market Share
INTERNATIONAL AIR ROUTES
International Passengers by Major Airlines - Year ended December 2017
International passengers by major airline – year ended Oct 2018
Top 10 city pairs, October 2018
Qantas Airways, 17.0% Qantas Airways,
City pair
16.4%
Others, 31.8%
Others, 30.7%
Jetstar, 8.9%9.1% Jetstar,
Emirates, Singapore Airlines,8.3% 8.0%
Etihad Airways, 3.0% China Southern Airlines, 3.1% China Southern Etihad Airways, 3.2% Airlines, 3.2%
Singapore Emirates, 7.9% Airlines, 8.1%
AirAsia 3.2% AirAsia X,X,4.0%
Cathay Pacific Air New Cathay Pacific Air New Zealand, 6.6% Airways, 4.4% Zealand, 6.6% Airways, 4.6% Australia, 6.1% VirginVirgin Australia, 6.0% Source: BITRE
Auckland-Sydney Singapore-Sydney Singapore-Melbourne Auckland-Melbourne Singapore-Perth Hong Kong-Sydney Auckland-Brisbane Denpasar-Perth Los Angeles-Sydney Singapore-Brisbane Top 10 City Pairs Other City Pairs ALL CITY PAIRS
Year ended
Year ended
Year ended
Passengers % of total % change YE Oct 18 18/17 1,550,869 3.8 -2.2 1,537,657 3.7 +4.1 1,512,437 3.7 +7.0 1,253,855 3.0 +2.2 1,123,697 2.7 -2.4 1,120,937 2.7 +4.8 966,293 2.3 +0.1 866,954 2.1 +1.6 848,812 2.1 -4.3 843,815 2.0 +3.4 11,625,326 28.1 +1.6 29,693,212 71.9 +6.7 41,318,538 100.0 +5.2
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 1,069,861 965,207 853,543 887,206 815,904 11,447,009 27,833,031 39,280,040
travelBulletin February 2019
% of
% Change
5
State of the industry MAIN DOMESTIC ROUTES Top 10 domestic city pairs, November 2018
City pair
MelbourneSydney Brisbane-Sydney BrisbaneMelbourne Gold CoastSydney AdelaideMelbourne Melbourne-Perth Gold CoastMelbourne Adelaide-Sydney Perth-Sydney Hobart-Melbourne
Passengers Passengers % change YE Nov 17 YE Nov 18 (000) (000) 9,071.2
9,261.7
+2.1
4,741.0
4,830.3
+1.9
3,543.6
3,575.6
+0.9
2,731.9
2,736.2
+0.2
2,443.0
2,504.9
+2.5
2,038.9
2,111.1
+3.5
2,009.4
2,062.1
+2.6
1,893.8 1,719.4 1,628.1
1,913.9 1,724.4 1,650.0
+1.1 +0.3 +1.3
Most popular websites in travel - agencies Oct 18 compared with Sep 18
Rank Website
1
Webjet Australia
2 3
Expedia Australia Skyscanner Australia Wotif.com Flight Centre Velocity Frequent Flyer Luxury Escapes Cheap Flights Aus & NZ Lastminute.com.au Google Flights AU
4 5 6 7 8 9 10
Visits % share Oct 18
Relative % dif Oct to Sep
12.69
-1.45
9.84
+3.38
9.59
+4.27
6.94 6.28
-8.47 -0.79
4.78
+7.08
3.00
-10.43
2.46
-13.29
2.06 1.84
-3.94 -3.24
Rank Sep 18 1 2 3 4 5 6 7 8 9 10
Source: Hitwise
Source: BITRE
Steve Jones’ Say Let’s cut to the chase, members of Magellan Travel did pretty well out of the sale to Helloworld. Very well in some cases. But let’s also realise that without the actions of a third of its agents this time last year, they would have picked up peanuts, relatively speaking. So one year after the rebellion that sparked such unrest, has a sense of normality returned to Magellan? Did the financial gains placate the more strident members who fought against the deal? In the course of writing a “one year on” piece for this month’s
6
travelBulletin February 2019
AUSTRALIAN AIRPORTS
International passengers through Australia’s major international airports, October 18 City pair
Passengers YE Oct 17 Sydney 15,869,281 Melbourne 10,193,389 Brisbane 5,675,251 Perth 4,409,627 Gold Coast 1,080,320 Adelaide 958,061 Cairns 657,464 Darwin 278,267 Canberra (a) 82,002 Townsville 48,763 Sunshine Coast (b) 13,719 Port Hedland 7,452 Norfolk Island (c) 6,444 ALL AIRPORTS 39,280,040 (a) Scheduled services recommenced Sep 2016 (c) Scheduled services ceased May 2017
Passengers YE Oct 18 16,680,545 11,110,434 6,068,773 4,350,446 1,047,344 1,012,959 673,473 232,234 97,020 23,078 14,303 7,929 .. 41,318,538
% of total % change 18/17 40.4 +5.1 26.9 +9.0 14.7 +6.9 10.5 -1.3 2.5 -3.1 2.5 +5.7 1.6 +2.4 0.6 -16.5 0.2 +18.3 0.1 -52.7 0.0 +4.3 0.0 +6.4 .. .. 100.0 +5.2
(b) Seasonal services only
Source: BITRE
travelBulletin, it became clear from a number of interviews I conducted that the healing process still has a way to go. While it would be wrong to paint a picture of widespread disharmony – many appear to have put events behind them and are simply getting on with running their agencies – some are finding it hard to forgive the clandestine nature of the Helloworld discussions, the almost derisory amount of money initially offered to agents and the attitude that went with it. The distribution of sale proceeds was resolved largely to the satisfaction of agents, with everyone pocketing $150,000, $270,000 or $510,000. They are handsome sums, and there is an argument to say those still unhappy should take a look at their bank balance. But it’s not quite that simple. The memory of the way the deal went down is still too raw for some. Even at this early stage of their initial three year contract, several agents I spoke to are already talking about jumping ship when that contract expires in 2021. One even threatened to unleash “World War 3”, without elaborating precisely what that meant. But with that rather dramatic scenario still two years down the track (members can leave earlier on condition they relinquish their windfalls) Magellan still has plenty of
“
While it would be wrong to paint a picture of widespread disharmony... some are finding it hard to forgive the clandestine nature of the Helloworld discussions...
”
time to overturn such negativity. Andrew Macfarlane said he and his team have delivered everything they said they would since the deal was finalised. On those merits will the network be judged, he said. In the main, he’s right. From a pure business perspective, even those agents still irked by events last year have not expressed undue concern, or reported any interference since falling under the auspices of Helloworld. Indeed, it has continued to operate in much the same way, with Helloworld providing better deals in some cases. With that in mind, for Magellan to succeed under Helloworld, and for Helloworld to achieve a return on its considerable investment, does it really matter if some relationships remain strained? If the proposition remains strong and if members can see tangible benefits, Magellan should be confident about retaining the vast majority of its members. The flip side is obvious. Magellan members are all proudly independent, probably more so than any other retail network. Andrew Burnes has been respectful of that. But supplier targets will inevitably increase and with that, Helloworld may demand more of Macfarlane, and his agents. That may fuel discontent. Rival groups will be hoping that’s exactly what happens.
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Issues & trends
AFTA view
The Greg Mortimer sparks new interest for Aurora Aurora Expeditions Managing Director Robert Halfpenny said the company had witnessed “immediate interest” from cruisers wanting to be part of the inaugural sailing of its new 104-metre, purpose-built expedition ship, the Greg Mortimer. Making its debut in October this year, the new 120-passenger vessel is billed by Aurora as being designed “by expeditioners for expeditioners”, pushing the boundaries of cruising to remote hard-to-reach polar destinations. “Within the first six months of its release we sold over 60% of the ship’s capacity across 2019/20 Antarctica itineraries, and over 40% of the 2020 Arctic season,” Halfpenny told travelBulletin. “By 31 December 2018 we had sold 95% of the 2019/20 Antarctic program and over 77% of the 2020 Arctic program, completely exceeding our initial target,” he added. The strong sales for the 2019/20 season look likely to be replicated, with the recent release of Aurora’s 2020/21 collection this month already gaining solid traction. “Within the first few days, we have sold over 10% of the entire 2020/21 program’s capacity,” Halfpenny said. The latest program includes voyages exploring the remote regions of Patagonia, Costa Rica, Greenland and Iceland among others. One of the drivers for the quick uptake for trips aboard the Greg Mortimer has been a more active approach to the travel trade. Part of this strategy includes running a series of educational workshop events for agents across the country, as well as pre-releasing offers to the trade so that they can establish and synchronise their systems in advance. “When I started in my role two years ago, over 85% of our sales were direct,” Halfpenny said. “Part of our growth strategy, and the board’s decision to bring me into the organisation, was to develop a trade distribution network… we now make over half of our sales via the trade,” he added. Upcoming milestones for Aurora include the launch of its 2021/22 program in Q4 2019, and the launch of a new vessel similar to the Greg Mortimer before the 2020/21 season.
8
travelBulletin February 2019
Jayson Westbury, chief executive AFTA
As we head into 2019, many of the industry have been dealing with and attempting to understand the completely disastrous mess left behind from the alleged collapse of Bestjet.com. Bestjet.com was placed into administration in late December last year leaving thousands of travellers confused and frustrated right on the eve of Christmas. As all in the industry know, AFTA had a less than pleasant and expensive fight with Bestjet in the Queensland Supreme Court over them being discharged from membership and participation of ATAS. As it turns out that fight was worth every cent, as it seems from media reports that many of the allegations made in that case by AFTA may have been true, in relation to the participation and influence held by Michael James in the business. Meanwhile, thousands of consumers are being assisted as best possible by impacted consolidators, airlines and of course the banks over credit card chargebacks. At the time of publishing it was still unclear as to exactly what brought about this mess, but indications that police involvement would be required due to the questionable activities leading into the collapse are already being reported in the consumer media. Many in the industry have felt that this signals the start of something bad for the travel industry in Australia. I remain firmly of the view that this is something terrible done by people with questionable intent. This is in This is in no way a no way a demonstration of the demonstration of the status and abilities of Australian travel agents. status and abilities AFTA has been heavily of Australian travel involved in helping the consumer media to understand the deeper agents... specifics around how the industry works, and will continue to play an active role in this story as the facts come to light. Regardless of the circumstances, this type of business failure impacts on consumer confidence in the industry and places travel agents in the limelight, but not for the right reason. I think it is important for all in the travel industry to know that everyone across the travel value chain is working together to ensure relationships remain intact, and that any changes to the structure of the industry that may be suggested off the back of this are fit for purpose and not knee jerk reactions. Fortunately, it would appear that around 95% of the tickets sold were done so via a credit card transaction and as such the majority of consumers will get their money back. But what is not clear is where all the money went and this will leave airlines, banks, suppliers and others well and truly out of pocket with it unlikely that there will be any real funds available, after the administrator’s fees, left to distribute. All the best for the year ahead and let us all hope that this drama is our only drama of this kind in 2019. A special mention to all the impacted airlines and consolidator who have done their best over the Christmas holiday season to manage such a big mess.
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Issues & trends
The tangled web of
I
t’s now more than a month since former high-flying online travel agency Bestjet. com was placed into administration, and despite the best efforts of Brisbane accounting firm Pilot Partners to unscramble the mess, things appear to be even more confused than ever. The collapse of the company, precipitated by the withdrawal by IATA of the company’s ability to ticket through the Billing and Settlement Plan because of a payment default, came just over five weeks after the widely touted sale of the business by founder Rachel James to travel industry newcomer Robert McVicker in early November. At the time of the sale, James said she was proud of the company’s achievements over the prior six years, saying she had created the most advanced internet-based travel business in Australia. “I’m very excited about the acquisition and believe the sale will open new doors for the company,” she enthused, while new owner Robert McVicker promised to “take the business to a new level”. The travel industry was also keen to see the business succeed under its new owners, with Bestjet’s success long overshadowed by its much-denied association with Rachel James’ husband Michael, who was banned from being a company director
Bestjet Travel Pte Limited Based in Singapore Directors: Rachel James Nancy Tan Sugandhi Unikrishnan
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- Former director: Rachel James - Sold on 2nd November 2018 - Current director: Robert McVicker - Placed into administration on 18th December 2018 - Estimated shortfall up to $30 million
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Bestjet Travel Holdings Pty Limited Based in Queensland Not in administration Director: Rachel James Shareholder: Rachel James, 100 ordinary shares.
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The plot thickened.... when a mysterious email to the OTA’s customers, originating from the Bestjet mail server, claimed irregularities by airlines and consolidators
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particular online travel agencies”. The plot thickened over the Christmas holiday break, when a mysterious email to the OTA’s customers, originating from the Bestjet mail server, claimed various irregularities by airlines and consolidator CVFR. The email, riddled with spelling and grammatical errors, also included the personal email addresses of senior airline executives such as Virgin Australia CEO John Borghetti and Emirates Senior Vice President Australasia, Barry Brown, urging customers to contact the carriers directly to insist that their tickets be honoured. The administrators subsequently issued a formal communication saying the email should be ignored. They also confirmed
Bestjet Travel Pty Limited (in administration)
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Rachel James 150,120 ordinary shares Robin Smith 4,736 ordinary shares Carly Ashwood 1 redeemable preference share
for three years by ASIC following the 2012 collapse of Air Australia, which left almost $100 million in unsecured creditors. Bestjet also attracted significant attention in 2016 when it took AFTA to court, challenging a now vindicated decision not to renew its ATAS accreditation under the “close associate” provisions of the ATAS charter. AFTA was successful in its bid to keep Bestjet out of the scheme – a move that in hindsight proved to be prescient given the massive collapse of the company. Despite McVicker visiting airlines just days before the collapse to talk up the prospects for Bestjet, he decided to appoint administrators on Tuesday 18th December. He later told travelBulletin he had “no choice” but to shut down the company,” saying representations made by the former owners had “failed to materialise”. The timing of the closure was exquisite, coming just before the busy Christmas travel period, which is understood to have seen airlines honour some tickets which were unpaid, in hopes of avoiding negative publicity. Flight Centre estimated as many as 10,000 passengers were impacted, with GM Tom Walley making the most of the opportunity to point out that the collapse “sends a strong warning to customers about the risks of using
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Sea Wagon Investments Limited Based in British Virgin Islands Directors: ?????? Shareholders: ???????
Robert McVicker 100 ordinary shares
OTALab Pte Limited Based in Singapore Directors: Michael James David Lanning Nancy Tan Suan Wee Tan Sugandhi Unikrishnan
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McVicker International Pty Limted 150,120 ordinary shares Director: Robert McVicker
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McVicker International Trust 50% Robert McVicker 50% Rachel James with “put and call option” for 90% by Oct 2020
Bestjet to travelBulletin that an unauthorised person or persons unknown had illegally removed computer equipment and paperwork from the Bestjet offices, while McVicker confirmed he was “looking at taking legal action” against the vendors of the business. The first creditor’s meeting – attended by representatives of IATA, credit card processor IntegraPay, consolidator CVFR and an angry mob of consumers – continued to deepen the mystery. A director’s report completed by Robert McVicker made repeated references to Michael James, whom Rachel had repeatedly denied having involvement in the management of the business. McVicker confessed that he had no access to the Bestjet accounting system, and specifically referred the administrators to Michael James by including his mobile phone number in the report. Even more shocking was a statement by the administrators citing “evidence that 50% of the shares were held on trust for Ms Rachel James” - later followed by the revelation of an option allowing James to take back all except 10% of Bestjet by 2020. That was a complete contradiction to previous statements by both James and McVicker that the sale had involved 100% of the company. The creditors list also indicated involvement of a separate Singapore-based company called Bestjet Travel Pte Limited – which apparently had a contractual relationship with
Sabre Corporation in regard to payment of millions of dollars in GDS segment rebates. This Singapore company, with director Rachel James alongside two Singaporean citizens, was in turn owned by another Australian company called Bestjet Holdings Pty Limited, also owned by Rachel James. Even more intriguing was another creditor, also based in Singapore, called OTELab Pte Limited which is understood to have provided services to Bestjet, including its Philippines-based call centre. It turns out that OTELab’s directors include none other than Michael James himself, alongside the
same Singaporean citizens who are directors of Bestjet Travel Pte Limited, Nancy Tan and Sughandhi Unikrishnan. And to top it all off, OTELab is 100% owned by yet another company called Sea Wagon Investments Limited, based in the notoriously secretive tax haven of the British Virgin Islands. The industry will be watching with bated breath to see what evolves next from this mess. With so many accusations flying back and forth – particularly between the current and former owners of the business, let’s hope that some proper investigations can be undertaken to uncover the truth of the matter.
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Issues & trends
MS Roald Amundsen in Antarctica
Cruising to a sustainable future From nature lovers to adventure seekers and the environmentally conscious, Hurtigruten has exploration cruise needs covered. In operation since 1823, the dedicated expedition cruise company has been servicing travellers for more than 125 years, taking them to places off the beaten path and creating memories to last a lifetime. Following the launch of the brand’s two new hybrid ships, MS Roald Amundsen and MS Fridtjof Nansen, Hurtigruten has firmly cemented itself as an innovative and sustainable expedition cruise company. Combining years of experience with cutting-edge design, Hurtigruten is truly revolutionising travel at sea.
THE NEW ADDITIONS Named after some of the greatest heroes in Polar history, MS Roald Amundsen and MS Fridtjof Nansen are greener, safer and more advanced expedition ships, custom-built to explore some of the most spectacular areas of the planet. Large battery packs in each ship enable periods of all-electric operation but more importantly, the clean battery power aims to support the propulsion and hotel operation from minute to minute – and substantially reduce fuel consumption and emissions. The introduction of the world’s first hybrid powered expedition ships is the latest in a number of Hurtigruten green initiatives. The company celebrated its 125th anniversary in 2018 by banning all single-use-plastics, while in another industry first, Hurtigruten is
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travelBulletin February 2019
completely rebuilding existing ships to run on a combination of large battery packs, liquefied natural gas (LNG) and biogas (LBG) – produced from organic waste such as dead fish.
THE DESTINATIONS Both MS Roald Amundsen and MS Fridtjof Nansen are primed and ready to take passengers to the far reaching corners of the globe. The company’s 2020/21 season is set to offer the widest ever selection of Antarctica voyages, with more than 30 itineraries available to choose from. From 2020, Hurtigruten will visit Alaska for the first time, with guests travelling on board MS Roald Amundsen ready to experience the region’s pristine beauty. Itineraries from between eight and 18 days will cover the highlights of the legendary Inside Passage combined with off the beaten
path-destinations rarely visited by other cruise lines – such as picturesque Petersburg. Hurtigruten’s 2020/21 cruise program also showcases the inaugural voyage of MS Fridtjof Nansen, which is set to explore the unspoiled and raw beauty of Antarctica, Greenland, Iceland and the Norwegian coast. The debut season of the world’s greenest and most advanced expedition ship includes exploring Norwegian fjords in a series of expedition cruises from Hamburg, adventures to Greenland and Iceland, and – following in the wake of the great explorer she’s named after – venturing so far south as to attempt to cross the Antarctic Circle. Spanning from 12 to 23 days, the widest selection of Antarctica voyages offers the opportunity to voyage straight across the Drake Passage to maximise the time spent in Antarctica, or spend time exploring the Falkland Islands and South Georgia en route.
Luxe living With the launch of Hurtigruten’s new hybrid ships comes a new generation of cabins and on board luxury designed to offer a true oasis for relaxation after a full day of exploring. Cabin choices on board both the MS Roald Amundsen and MS Fridtjof Nansen are varied depending on the passenger’s budget, however all accommodation options are fitted with beautiful Scandinavian touches finished with oak, pine and wool. Accommodation levels start with the basic double or twin Polar Outside Suites. The Arctic Superior cabins offer the next level of comfort, while the top of the range Expedition Suites give guests the ultimate in cruising luxury with champagne check-in service, complimentary room service breakfast or suite-only breakfast in Restaurant Lindstrom.
Hands-on cruising Cruising with Hurtigruten is more than just experiencing a destination. At the heart of the MS Roald Amundsen, guests will find the ship’s innovative and unique Science Center. This custom-built multi-purpose area offers a haven for passengers to convene and interact with the company’s Expedition Team on a range of different topics. Here, knowledgethirsty guests can attend lectures and presentations on topics such as climate change, sustainability, wildlife and earth science as well as destination-specific themes, allowing them to truly immerse themselves in their cruise experience.
The ship’s resource library is the perfect accompaniment to the hands-on learning of the Science Center. The room offers a variety of literature on landscape, wildlife and interaction with local culture related to the range of destinations Hurtigruten sails in. Photographers and film content creators alike are also encouraged to bring their cameras along to sessions with the cruise line’s professional onboard photographer, who will provide guidance and advice on creating their very own works of art, ensuring their journey is one they will never forget.
MS Roald Amundsen Science Center
Arctic Superior cabin
For further information see www.Hurtigruten.com.au or contact your preferred partner for sales: Bentours, Fifty Degrees North & Chimu Adventures. This editorial was produced in collaboration with Hurtigruten.
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Issues & trends
Small Group Touring Co launch
Bunnik Tours has leveraged wellestablished relationships with suppliers to develop its new product, Small Group Touring Co. which “aims to respond to the growing demand for small group travel”. “We know that more and more people are looking for that small group touring option and the Small Group Touring Co. offers a group size of 12 to 18 travellers so we can ensure that everyone on tour has the best opportunity to connect with the sights, customs and culture of their tour destination,” said Bunnik Tours Joint Chief
Executive Officer Dennis Bunnik. Small Group Touring Co., which is launching with 30 trips taking in Africa, Asia, Central America, Europe, the Middle East and South America, is providing shorter and land only trips aimed at a broader global market than Bunnik Tours, which is only sold in Australia. “We believe that the two brands will complement each other well within the Australian market,” said Bunnik. The Small Group Touring Co., headed up by senior Bunnik Executive Kevin Bishop, is a “digital-first” operation based in the
company’s wholly-owned office in Sri Lanka. The new venture also has an office in the USA, where the brand soft launched at the end of 2018. Bishop said Small Group Touring Co. clients were people “looking for an active holiday without foregoing the creature comforts, like superior accommodation and delicious food”. Strictly limited launch offers include a 50% discount on several early departures including Sri Lanka and Croatia & Slovenia, available until 28 February. For details see smallgrouptouringco.com.au.
Scenic pulls out all stops for Eclipse All eyes will be on Scenic later this month, as the industry eagerly awaits a further promised update on the delivery of its highly anticipated Scenic Eclipse. The company hosted top travel consultant and agency supporters of both the Scenic and Evergreen brands at its seventh annual Night of Stars gala dinner last month, and during the evening a prepared statement from founder and CEO Glen Moroney was read to attendees, providing a progress report on the Eclipse build which has been severely disrupted because of financial issues at the Uljanik shipyard where it is being built in Croatia. Moroney expressed his sincere appreciation for the support of the agents at the Night of Stars, who had shown their loyalty to Scenic despite the Eclipse delay of now around eight months. The mood of the room was a far cry from a year ago, when Eclipse was on track and the company announced the construction of a second vessel – something which didn’t even get a mention at the 2019 event. The Scenic CEO, who has been wholly occupied in getting 14
travelBulletin February 2019
the ship completed, said many workers at the shipyard are leaving over unpaid wages, with Scenic stepping in to now directly employ more than 100 specialists working on the ship, as well as supervising over 500 contractors. He noted the major progress being achieved on Eclipse which is currently scheduled to debut in April this year. “Despite the shipyard’s challenges, the quality of
workmanship is exceptional and there are many pleasant surprises in store for our guests,” he promised. The ship’s two helicopters had been delivered, while the onboard submarine had also undergone its first test dives. Speaking on behalf of his wife Karen, Moroney concluded by saying “we both greatly appreciate your valued support during this period, and I will provide a further update in mid-February”.
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Issues & trends
Magellangate: By Steve Jones
a
year ago this month, Magellan was a network at war with itself. Beset with internal division, the pillars on which it had been built over 10 hugely successful years – trust and transparency – were crumbling. Just days before Christmas, Andrew Burnes told the market what only the Magellan board had known: Helloworld had entered into a heads of agreement to buy the group for an eye watering $32.5m. For Magellan’s near-on 100 agency members, it was an extraordinary shock. The announcement triggered almost two months of angst as members turned on management, and then on each other, amid an unsavoury row over the perceived greed of directors in taking the lion’s share of proceeds, and the deal’s lack of transparency. Only after heated exchanges, legal threats from rebel agents – and twice being compelled to significantly raise the offer to agents – did then chairman Andrew Jones and managing director Andrew Macfarlane drag members across the line. Of Magellan’s 98 members, only one refused to sign the tabled three-year contract. Yet it’s clear that the events of 12 months ago have left deep scars. Despite their newfound wealth, some are still riled by the sale, and how it was handled by a management team they trusted and respected. The 16
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departure of Andrew Jones, arguably the principal protagonist in the eyes of members, was mourned by few. “I am still sick to my stomach a year later,” one agent told travelBulletin. “Our strength was our unity. But that has gone. There were so many ugly emails flying around between those members who didn’t want to make a noise and those who fought against it that I can’t see it recovering. Has there been any thawing in the relationship? Not for me. Sometimes I ask myself why did I take the money? We move on, but it will never be the same.” While such simmering discontent may not reflect the majority view, several others continue to privately voice frustration at finding themselves back at Helloworld, a company (or previous incarnations of) they progressively left to join Magellan. And a sour taste persists at the way members splintered into opposing camps. Critics of the deal stressed their robust stance was only partially concerned with what they regarded as the unfair distribution of cash. The key objection, they argue, was the absence of consultation and the behindclosed-doors process that decided their future. It was a process seemingly at odds with the self-proclaimed trust and transparent ideology on which Magellan was built.
“
All members should have feasted on the fruits of victory; instead many have been left with a nasty taste in their mouth
”
Kevin Dale, Founder, Magellan “The Helloworld purchase of Magellan should have been one of the best travel industry stories. A windfall offer of $32 million should have richly rewarded all those agents who broke the mould to determine their own destiny. But there was an unedifying brawl as directors scrambled to take nearly all the money (and still ended up with about $17 million for themselves). All members should have feasted on the fruits
a
of victory; instead many have been left with a nasty taste in their mouth,” said Kevin Dale, one of the founders of Magellan, now retired, who sold his shares in the company to Andrew Macfarlane for $750k only six weeks before the sale to Helloworld was announced. Others though have a different view, with another agent suggested Macfarlane is “doing everything in is power to rebuild relationships”. “Personally, I think everyone should get on with it. We all did well financially. It’s time for everyone to bury the hatchet.” Personality issues aside, even the most fervent anti-acquisition members have accepted that little has changed under new ownership, with members continuing to receive 85% of overrides, while Helloworld retains 15%. And while Helloworld may negotiate supplier contracts, Magellan continues to strike its own deals with specialists who don’t have a relationship with Helloworld. “I am sure we will start to see greater encouragement to sell preferreds, and you can’t blame Helloworld for that,” another veteran agent said. “But I am not seeing any aggressive push at all, nor do I expect any. The motivation for Andrew Burnes is the extra TTV from Magellan. It will enable Helloworld to hit growth targets which makes the overall business more profitable. But of course in 12 or 18 months’ time when the targets rise again, the pressure may increase.” Macfarlane declined an interview request from travelBulletin, but issued a statement and clarified some questions via text message. He insisted the resounding feedback at the November conference had been positive. “The team and I have worked hard on delivering what we promised to members at the time – that Magellan, as they knew it, would not change,” he said. “There is no doubt that a year ago the picture was quite different. It was a shock to members, the timing was not good, right on Christmas. We needed to get in front of members and explain the reasons and the benefits which we did and then we needed to deliver, which we now have.” Macfarlane added that Helloworld has recognised Magellan as a niche group that can drive different segments from other Helloworld retailers, premium leisure being one. As for growth targets, Macfarlane said they vary by supplier but, overall, the group
year on has ”higher rates of return from untargeted override and more attainable targets for additional growth override“. “Importantly, the aggregate result for Magellan agents determines our rate of reward so we still control our own destiny,” he said, adding that the recruitment of new members forms part of the strategy to boost TTV and achieve growth targets. Magellan is planning a focus on “growth leveraging technology” in the year ahead including Helloworld’s ResWorld system and performance dashboards to better manage productivity and yield. “The future has never been brighter for Magellan agents because they’ve got the best of both worlds,” Macfarlane claimed. “They remain part of a specialised group and can also now leverage the benefits of scale, and the capacity to invest, offered by a major
industry player. “We’ve done what we said we would and ultimately members will judge the group on those merits.”
“
We’ve done what we said we would and ultimately members will judge the group on those merits
”
Andrew Macfarlane, General Manager, Magellan Such a judgment will become pertinent during the course of 2020, when members start weighing up their options. To retain their
lump sums from the Helloworld acquisition – $150,000, $270,000 or $510,000 – agents are locked in until early 2021. After that, it’s a free for all. And already the games are beginning. “I had an email last week from a rival group asking for a meeting so they are already out and about,” one agent revealed. “Despite the upheaval last year, I don’t think anyone can say that Magellan has fundamentally changed. Not yet anyway. But most of us are reserving judgment, And that is only prudent.”
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Issues & trends
Evolution Travel Collective’s rapid growth Newcomer representation firm Evolution Travel Collective has broken into the market at full speed, ramping up its operations by expanding its team and client base. The new sales and marketing business welcomed former G Adventures Head of Sales Australia/NZ Ingrid Berthelsen in January, who has taken on the role of General Manager of Brand, Strategy & Partnerships. “Having already enjoyed working within well established businesses previously, the challenge of being involved in a startup was something that I just couldn’t say no to,” she said. Evolution Travel Collective was launched by former Intrepid Travel and G Adventures senior executive Pete Rawley in October last year, promising an “innovative sales and marketing representation company”. The firm offers a new “hybrid” representation model not previously seen in the local market, with enquiries directed back to partner suppliers’ own reservation teams to build their individual brands. Late last year Evolution announced it would look after Exodus, TrekAmerica and Grand American Adventures in the Australasian
Pete Rawley and Ingrid Berthelsen
market, shortly followed by the revelation of a fourth partner, Dragoman Overland. Small group tour operator Crooked Compass has also joined the portfolio, marking the launch of a Crooked Compass sales team in the market. Evolution Travel Collective has plans for further growth, with Berthelsen telling travelBulletin recruitment of more
team members was underway, including Business Development Managers and a General Manager of Sales, who would be instrumental in promoting the company’s clients to the trade. While the company is currently focusing on touring products, Rawley and Berthelsen hinted at other possible avenues for expansion such as youth and marine-focused “collectives”.
Oceania sets the stage for growth Oceania Cruises last month announced an order for its first ever newbuilds, with two 1200-passenger ships set to join the fleet in 2022 and 2025. The so-called “Alluraclass” vessels will retain all the warmth, popular design elements and signature amenities of the existing fleet, promised Oceania President and CEO Bob Binder – who
happened to be in Australia on the day that the fleet expansion was announced. “This new class of ships will represent an evolution of the Oceania Cruises experience with all the elements our guests treasure – a warm, intimate, residential style, the most spacious standard staterooms afloat, amazing suites, and of course the finest
Ben Angell, NCLH VP Marketing Asia-Pacific; Bob Binder, Oceania Cruises CEO; Steve Odell, NCLH Senior VP Asia Pacific; and Steve McLaughlin, Oceania Cruises Head of Sales Asia Pacific. 18
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cuisine at sea,” Binder told travelBulletin during an exclusive Sydney Harbour cruise with some of the line’s key Australian travel agents. Binder’s passion for food and wine is a strong driver of the Oceania product, which offers an astounding attention to culinary detail on all of the ships. Frank Del Rio, CEO of Oceania’s parent company Norwegian Cruise Line Holdings (NCLH), said the Oceania orders reflected ongoing strong demand for “upscale culinary- and destination-focused cruise vacations around the globe”. The expansion comes amid a major makeover project for the existing Oceania vessels, under the OceaniaNEXT program. Australians and New Zealanders will be among the first to see the fruits of this initiative, with the arrival this month of Insignia in local waters during her 2018/19 world cruise. OceaniaNEXT includes a bow-to-stern re-imagining of the four ships in the fleet, including all staterooms, restaurants and public areas. The next to undergo the refurbishment is Sirena this coming May, followed by Regatta in Sep and finally, Nautica in June 2020.
Win a cruise And experience the Viking difference This month Viking Cruises is giving travelBulletin readers the chance to win a cruise and experience the Viking difference. Readers can win a deluxe veranda stateroom on New York, Bermuda & the West Indies departing on 10 October 2019 on Viking Sun. The 14 night cruise visits six countries and includes nine guided tours as well as all the usual Viking inclusions such as a private veranda in your stateroom, beer, wine and soft drinks with onboard lunch and dinner, alternative restaurant dining at no extra charge and free Wi-Fi, plus much, much more!
How to win To be in the running to win all you need to do is these two simple steps: 1. Snap a picture Send us a photo showing your favourite Viking ocean cruise inclusion. 2. Register for Rewards by Viking Entrants need to be registered for Rewards by Viking. Make sure you submit your Rewards ID number with your photo. If you haven’t already, register at www.rewardsbyviking.com. The most creative entry will win! Send your entries to viking@traveldaily.com.au
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Darrell Wade
lighting the way off the beaten track
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Intrepid Group is now the world’s largest adventure travel company, this year marking its 30th year of operation. Adam Bishop examines how the company’s Co-Founder Darrell Wade has influenced its longterm success.
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hen presented with the dilemma of starting his own company or taking up an attractive job offer from an old boss, ironically it was Darrell Wade who nearly chose the road more frequently travelled. In fact, if it wasn’t for the brash candour of his wife back in 1988, he believes the adventure travel empire that we now know as Intrepid Group may never have been born. “I went home with this offer and said to my wife, ‘well, the travel company isn’t going to happen – it’s all over’ and she said to me ‘don’t be bloody ridiculous, you’ll be a pain in the arse if you don’t start a company, you were always going to start a company so what could possibly go wrong?’,” Wade recalls. Taking his wife’s steely wisdom on board, Wade decided to take the gamble of his life and founded Intrepid Travel along with close university buddy and fellow backpacking enthusiast Geoff “Manch” Manchester. The company was created with the raison d’etre of being “run by travellers, for travellers”, and to this day the authentic adventure travel spirit courses deeply throughout Intrepid’s various businesses. Three decades on, Intrepid Group is now the world’s largest provider of adventure travel experiences boasting more than 2,700 trips in 120 countries, operated by its four core brands; Intrepid Travel, Peregrine Adventures, Urban Adventures, and Adventure Tours Australia.
PRECARIOUS BEGINNINGS As is so often the case when starting a fledgling business, Intrepid didn’t become an instant success story for the ambitious duo from Melbourne, a point Wade concedes when reflecting on the company’s infancy. “We didn’t know anything, we didn’t know how distribution worked, we didn’t know how agencies worked, whether it was commission, we didn’t even know how the air industry worked,” Wade admits. “We tossed 2,000 bucks each into a bank account, designed a trip to Thailand… and in our first year we took 47 travellers.” In hindsight, Wade believes what he and Geoff had created in that first year was what Continues over page travelBulletin February 2019
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Cover
Continued from previous page he now describes as a “minimal viable product”, a business that was not yet fully formed but had the DNA of something potentially successful. Applying plenty of vision, passion, and perhaps a touch of naivety into the mix, Wade and his mate Geoff plugged away at trying to realise their dream of creating a travel company that delivered an authenticity not yet evident in the marketplace. Slowly but surely, the pair began building a reputation for difference in the Australian market, albeit accompanied by a few harsh lessons courtesy of some mistakes made along the way. “To be brutally honest, the first trips that we ran were pretty crappy,” Wade acknowledges. “We kind of got the genesis of what we wanted to do, we had lots of public transport, lots of immersions, lots of interactions, but because we didn’t know what we were doing more things went wrong than went right.”
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During that vulnerable first 12 months, Wade credits his clients for keeping the business alive, thankfully having just enough of them spruiking their Intrepid experiences to their agents, with Peregrine Travel in South Australia proving to be the company’s most important advocate. “We would’ve been sunk without them,” Wade believes. “They just switched onto us straight away and in the next 12 months sold 50 trips, which for a company like us who did 47 in our first year and 150 travellers in our second – 50 of those were from them.”
GROWING PAINS With the treacherous foundation phase gratefully in Intrepid’s rear vision mirror, the company soon found itself achieving a comfortable growth trajectory. Between 2000 and 2010, the business attained a compound average growth rate of 28%, a period of time Wade interestingly describes as “smooth but lumpy” – the lumpy bits referring to adverse external events such as the 9/11 terror attacks and the outbreak of the SARS virus for example. Notwithstanding forces outside of Intrepid’s control, Wade and his business partners were pleased to see the operation going from strength to strength and beginning to entrench its brand among adventure travellers. “We were just used to growing at a reasonable rate of knots; during that era we also started opening Destination Management Companies (DMCs), starting our first one in Vietnam,” Wade said. “I agreed to open 10 DMCs in the next six or seven years and now we’ve got 23 or 24 of them in different countries around the world and that has been a major part of our
success,” he added. Despite the relatively smooth sailing, Wade felt the time was right in 2011 to look at a new direction and undertake a calculated risk by deciding to play ball with European travel giant TUI Travel. The British-headquartered behemoth had pursued Intrepid Travel as an acquisition prospect on and off for the previous ten years, however Intrepid had always resisted the idea of being bought out
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They [TUI] were extremely risk-averse, and I think we are fairly risk embracing, so add all those things up and it’s just a cultural mismatch
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by a big multinational. Spying an opportunity to manage a suite of modestly performing TUI brands under its umbrella, Intrepid decided to form a merged entity with TUI Travel called PEAK Adventure Travel Group – to be 60% owned by TUI and 40% by Intrepid Travel. He reflects upon those next three or so years managing Peak with mixed feelings. “In some respects, it was amazing because the organisation was bigger and we learnt a lot… but what emerged after a couple of years was how different corporate cultures can be,” Wade laments. “They were good people, it’s not like we were right and they were wrong… but they really, really, really wanted to make money. And you know, I don’t mind making money, that’s fine, but it’s not what gets me out
Very first Intrepid tour in Africa 1988
of bed in the morning. You don’t get out of bed so that you breathe oxygen, it’s just something you do. I see profit like that. Sure, you’ve got to make money but so what? Profit in my view was always an outcome of what you did, not an input.” After persevering for three years and attempting to bridge the divide on big-ticket items such as corporate culture, strategy and technology, Intrepid ultimately ended its merger with TUI. Despite the turbulent period, Wade believes the learnings he made were invaluable and that it served as an important catalyst to refocus on what he felt were the important ingredients in the Intrepid business. “They were extremely risk-averse, and I think we are fairly risk embracing, so add all of those things up and it’s just a cultural mismatch,” Wade says. “One of the interesting things for me, and it also just goes to this issue around culture and what’s important… from 2002 to 2010 Intrepid had a 28% compound average growth rate. From 2011 to 2015 it was zero. But literally the first few months of independence we started growing again. We only grew 6%, which is not a lot, but compared to zero for five years, that’s not bad.”
PURPOSE BEYOND PROFIT Following the split with TUI, Intrepid made the conscious decision to enhance its business model and gear it more strongly towards the concept of sustainability, or as Wade proudly refers to it, “growing with purpose”. Ensuring the ethical ethos extended beyond the realms of internal office rhetoric, Intrepid decided to kickstart a four-year process to become a “Benefits Corporation” or B Corp, an initiative which aims to make
businesses across the globe a force for good. “Really it’s a glorified auditing process that goes right through the supply chain, the labour model, and it looks at why and how you benefit society beyond shareholder benefit,” Wade explains. “It took us four years to get that accreditation… internally, it means a lot to our staff that we have standards that we work to, especially given my partner and I are less and less active in the day to day business it’s really important that we set up a company that is enduring. We think businesses of the future are going to be enduring where they have purpose to what they do”. Forming a major pillar of its sustainable strategy is The Intrepid Foundation, the group’s not-for-profit entity that matches donations in order to fund important projects for vulnerable communities and individuals around the world. In 2017 the foundation marked a record year by raising $1 million for local and international
Sustainability Summit The Business Publishing Group has announced the inaugural Australian travel industry Sustainability Summit, a one-day event to be held in Sydney on 30 April 2019 aimed at encouraging the industry’s ongoing efforts to make a global impact. Industry suppliers, operators, agency groups and other stakeholders will take part to share best practices, learn from each other and examine key issues such as overtourism, single-use plastics, and sustainable cruising – sustainabilitysummit.com.au.
charities and since its inception, has raised more than $6 million for more than 100-nongovernment organisations.
WHAT NEXT? The future appears bright for Wade’s Intrepid Group, the re-energised business recently posting its third consecutive year of record growth and notching up a healthy 17% increase in revenue. The EBIT result for 2018 came in at close to $15 million, thanks to a 25% spike in underlying profitability as the firm rides a surging demand for sustainable travel. Not one to rest on his laurels, Wade believes Intrepid can achieve more impressive financial milestones moving forward. “Intrepid was at about $120 million turnover when we went into that TUI arrangement…we came out of it with about $240 million in turnover, and next year we’ll be $500 million. We’re pretty confident that we’ll be $1 billion by 2025,” Wade posits. Financial projections aside, he predicts technology, food, the sharing economy, and new emerging destinations will be strong determinants underpinning the future success of the industry. Interestingly, Intrepid’s most successful single DMC is now in Morocco, making rapid gains from outside the company’s top 10 most popular destinations in less than five years. Croatia also represents another strong mover in its portfolio, a dynamic topsy-turvy landscape that Wade is quick to counter with some trademark philosophical musings. “Destinations will always go in and out of favour but ultimately people want travel, that’s not going to go away. They will want better and more in-depth experiences. That’s the big trend over the last 15 years.” travelBulletin February 2019
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Business View
Career in
focus Melissa Elf
5. What are some of the greatest challenges you’ve faced in your career? As a mother of two small children, juggling career and motherhood was a challenge for a number of years. But with the help of my mentor and a good support structure, I’ve been able to have a fulfilled business and personal life. This is my first full time job since having children, which is a testament to the flexibility of FCM and also proof that having a family doesn’t need to hold you back.
General Manager, FCM Travel Solutions and Campus Travel
1. What does your role involve and how long have you been in your current position? I have been in the role of General Manager for Flight Centre Travel Group’s (FCTG) corporate division for over 12 months and with FCM Travel Solutions for 11 years. My role is to drive the strategic direction of the brands for our large market clients, and ensure there is the right support and leadership in place for our people and our customers for long-term growth and success. 2. How did you start out in your career? Were you always destined to work in the travel industry? After living in Japan as an exchange student when I was 15, I fell in love with travel. My first travel role was as a tour guide for Japanese tourists, before I completed my studies in business management. While studying I participated in work experience at Qantas, after which they offered me a role in business travel. From there I moved to the Flight Centre Travel Group, where I’ve been ever since. 3. Did you complete formal qualifications, and do you think they are important? I have a Diploma in Business Management, specialising in Tourism, which did get me a foot in the door at Qantas. While I believe study is important and provides an excellent understanding of business management and practice, I am also a firm believer of ‘experience, exposure and education’ in the workplace. I’d advise students or industry newcomers to get as much experience as you can in the industry or your discipline, get as much exposure as you can to a role or the people you need to network with and then 24
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Having a mentor has encouraged me to extend myself beyond my limitations and break through barriers
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leverage education or training programs in your workplace to continually up-skill. 4. What do you love about your job? I love the people I work with! Working with a great team makes such a difference to your work life and I’m fortunate to have awesome people around me. Secondly our customers – many of them I have known or worked with over the years in various roles, which makes client events enjoyable. I also love the company I work for. FCTG is a great organisation to work for, employees have access to many benefits and in-house products and services, plus there is always the opportunity to travel!
6. What factors were central to your success? I believe in surrounding myself with amazing talent and a supportive team – and I’m very lucky that I’ve always worked with inspirational leaders who have pushed me to be my best. Another vital factor has been having a mentor who has encouraged me to extend myself beyond my limitations and to break through barriers. And of course, my supportive husband and family have been absolutely crucial. 7. Did you have a mentor, and if so, how did you find them? I’ve had an amazing mentor for six years now. My mentor is a past FCTG manager who I really admire as a leader. She has helped me throughout my leadership journey and on a personal level with managing stress, family and work commitments. I still see her today and I also believe in paying it forward by mentoring a number of women in the business. 8. What are the keys to good business? I think having solid relationships are key – with your teams and your customers, and also having passionate employees that are engaged with the business and their clients. I also believe leaders need to have strong commercial acumen, a thorough understanding of what customers are looking for and the problems they’re trying to overcome.
Bedsonline to fold TravelCube Hotelbeds Group last month announced the next stage in the integration of its 2017 acquisitions of Tourico and GTA, confirming the phase-out of the TravelCube brand and the launch of an overarching new “Bedsonline” brand identity. Described as “the leading global provider of accommodation and complementary travel products exclusively for travel agents,” Bedsonline will offer an exclusive and significantly enhanced product portfolio to TravelCube agent clients, the company promised. Developed after extensive consultation with customers, the plan will see TravelCube, the retail brand of GTA, progressively rebrand under the Bedsonline name and shift to a new booking platform which will increase the number of hotels available from 55,000 to a whopping 170,000. In addition, more than 90,000 of these properties are directly sourced “making the content both unique and competitively priced” according to Carlos Munoz, Managing Director Bedbank at
Hotelbeds Group. He said TravelCube clients would have sufficient time to transition at their own pace, with both workshops and technical support available to support a seamless migration. “Bedsonline offers customers a 360° travel partner offering that is customer centric and helps partners compete by offering unrivalled technology, the most competitive commercial terms, swift problem resolution and expert team support,” he said. The Bedsonline search engine has been designed specifically for the needs of travel agents, allowing users to filter and compare results in a flexible and practical way. A series of upcoming events in Australia will showcase the new offering, including key improvements to the Bedsonline platform based on “cherry-picking the best-ofclass functionalities and know-how from TravelCube,” such as improved payment options, operational support and loyalty rewards. See bedsonline.com.
You deserve your fair share. Receive the best value commission split when you run your travel business in partnership with TravelManagers. If you’re an experienced leisure, cruise, luxury or corporate travel consultant, enjoy the freedom and flexibility to operate your business your way with unparalleled support of a National Partnership Office and the security of TravelManagers behind you. Be part of a network of individual travel business owners enjoying exceptional rewards and a better work/life balance. Make 2019 the year for you and earn what you deserve.
Earn. Travel. Live. More. Talk to Grace on 1800 019 599 Email graciela.craig@travelmanagers.com.au
Business View
Wotif’s own goal US online travel giant Expedia may be rethinking its legal strategy in Australia, following a case in Canberra where lawyers for its local offshoot Wotif.com argued that a website claim that customers can “book with confidence” should not be relied on because it was “simply a sales pitch”. Wotif’s representatives were defending the company in the ACT Civil and Administrative Tribunal, after an aggrieved customer lodged a formal complaint about the misrepresentation of an apartment in Honolulu, Hawaii, which he had booked via Wotif. In a clear demonstration that it’s often better to settle such issues before they go to court, Wotif’s position – that fine print in its terms and conditions indicated that it was simply relying on the representations of third parties when it came to the accommodation it offers – was comprehensively rebutted by the Tribunal, which formally found that Expedia had “engaged in misleading and deceptive conduct” by claiming customers could trust its “great local knowledge”. The disgruntled traveller, who said when he arrived in Oahu the advertised “apartment with beach views” was actually a “dilapidated basement with views of an outdoor kitchenette,” was awarded a full refund. The Wotif website no longer displays the “book with confidence” logo.
Online appointment for Amadeus Amadeus has named Mieke De Schepper to a key leadership role in charge of its Online Travel segment. De Schepper, who is based in Singapore, joins Amadeus from her previous role as Senior Vice President and Chief Commercial Officer of Expedia’s corporate travel offshoot Egencia, and was also previously Expedia’s VP of Lodging Partner Solutions in the Asia Pacific region. In her new role De Schepper will work to help online travel agencies, travel media businesses and travel start-ups grow their businesses and “position Amadeus as the partner of choice in online travel”.
FINALIST 2018
Brochures All-inclusive resort brand, Club Med, has released a new and improved brochure for 2019, featuring new resorts including Club Med Miches Playa Esmeralda in the Dominican Republic; Club Med Les Arcs Panorama in France and the newly renovated and re-opened Club Med La Pointe aux Canonniers, Mauritius. The new program also includes more ski resorts, Kids Club schedule, resort comparison for travel agents and insight into Club Med’s meetings, events, and weddings venues.
The new 2020/2021 program from Hurtigruten features information on the company’s new cruises on board hybrid powered expedition ships, MS Roald Amundsen and MS Fridtjof Nansen. The brochure also includes information on destinations such as Norway, Alaska, Russia and Greenland. Travellers have the opportunity to choose from itinerary options including the 18-day Antarctica, Patagonia, Chilean Fjords Voyage of Discovery expedition and the eight-day US West Coast, Highlights of the Pacific voyage.
Sunlover Holidays has released its 2019-2020 Tropical North Queensland brochure. The program features the new five-star Bailey hotel in Cairns and the Mt Mulligan Lodge located west of Cairns, offering all-inclusive accommodation options. In addition, the brochure contains information on a new scenic flight over the reef along with two new holiday packages which showcase Queensland’s Mission Beach and Cape Tribulation.
APT has launched a preview of its 2020 Europe brochure featuring a new look. Highlights include the 15-day Magnificent Europe river cruise between Amsterdam and Budapest. Other itineraries include the new Western Front Explorer which will take travellers to Ghent, Antwerp and Bruges, along with the Netherlands; and the new Secrets of The Baltics, where guests will explore Mazmezotne, the islands of Muhu and Saaremaa, as well as unique wildlife and gourmet delights in Riga.
Qantas Holidays has released its 2019/20 Hong Kong & China brochure. The program features new tours such as the nine-day Classic China which takes travellers to Tiananmen Square, the Forbidden City, the Great Wall of China at Mutianyu and the Temple of Heaven. Other new tours include the 16-day Iconic China, the 16-day Yangtze and Imperial China extended tours. The new brochure also includes new day trips in Macao and China, along with foodie adventures in Beijing, Shanghai and Xian.
Road trip specialist Trek America has launched its 2019 brochure featuring craft beer tours of America’s East and West coasts and a new exploration of the Deep South which ends at the Austin City Limits Festival. The 15-day Deep South and Festival Sounds gives travellers the opportunity to dive into the history of America’s music scene, attend the Austin Limits Festival, visit Elvis Presley’s Graceland mansion, and wildlife spotting in Great Smoky Mountains National Park.
Ponant’s newly released brochure features a range of destinations including Zanzibar, the Marquesas Islands, Mauritius, the Seychelles and Vanilla Islands, Malacca, Indonesia, Guam, Papua, French Polynesia, Easter Island and Vietnam. Depending on the itinerary, voyages offer opportunities to see endangered wildlife, explore hard-to access river systems, view active volcanoes, visit and interact with remote tribes and villagers and search for Komodo dragons.
New Zealand coach holiday specialist Grand Pacific Tours has launched its September 2019 to May 2020 season brochure. The program contains 64 pages of attractions and new products. Highlights featured include the Ultimate Small Group ranging from nine to 19 days in duration, and the Cruise & Coach Holidays, a combination of a coach tour with a luxury cruise on board Celebrity Solstice. Travellers have the option to choose from five departures, which range from 21 to 23 days in duration.
2019/20 200+ GUARANTEED departures September 2019 - May 2020
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STYLES OF TOURING
gptnz.com gptnz.com
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business events news
Redefining luxury in the Whitsundays
Hill Inlet, Paul Pichugin
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eventy-four Whitsunday Islands stretch between the northeast coast of Queensland and the Great Barrier Reef, encompassing some of the most picturesque destinations and landmarks including Whitehaven Beach, Hill Inlet, Heart Reef and of course, the Great Barrier Reef. This part of Australia has always been popular among locals and internationals, and now, with the much-anticipated re-opening of the Whitsunday Islands Daydream Island and Hayman Island, and the opening of the Elysian Retreat on Long Island, the destination is in for further growth.
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Elysian Retreat on Long Island has been the first of the new resorts to come online, opening its doors in December last year. The Retreat is the most secluded island resort in the Whitsundays, incorporating a threehectare private cove surrounded by rainforest and all the Great Barrier Reef. Elysian is a boutique island retreat with a small team of staff, including a private chef to cater to a maximum of 20 guests. Another anticipated opening is that of Hayman Island Resort by InterContinental, one of Australia’s most iconic and exclusive resorts. Due to officially open 1 July this year, the resort will feature 166 guest rooms and
suites across three accommodation wings, event and wedding venues, a collection of new restaurants and bars. “Australia is about to experience a new era of luxury with the opening of Hayman Island Resort by InterContinental,” said Mark Eletr, Resort Manager. “Guests will experience a bespoke escape with the options to experience the full resort offering or reside in full privacy and serenity in one of our newbuild beach residences.” In the coming months, Hayman Island will be announcing its line-up of food and beverage experiences, alongside local tourism activities and further information on
business e the introduction of new luxury suites, the beach house and residences.
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Australia is about to experience a new era of luxury with the opening of Hayman Island Resort by InterContinental
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Mark Eletr, Resort Manager, Hayman Island Resort by InterContinental Another addition to the luxury market is Daydream Island featuring 277 contemporary suites and rooms, along with three new signature restaurants and three new bars. Infinity will be the resort’s premium dining offering with an Asian fusion menu, and expansive views over the Whitsundays. It also has a private Teppanyaki Suite, along with the Graze Interactive Dining offering an interactive marketplace with live cooking stations and diverse dining options. Inkstone Kitchen and Bar will focus on a modern Australian cuisine with local produce and Australian native flavours. “Daydream Island is on track and very much looking forward to opening in April 2019 after a two-year redevelopment,” said Daydream Island’s Director of Sales and Marketing Jayson Heron. “The destination is an idyllic oasis with breath-taking landscapes that rival any island location in the world. “Guests will love the new and improved Living Reef with Education Centre and
Underwater Observatory plus the expanded food and beverage offering with three new restaurants and three new bars,” he said. Other amenities include a revitalised pool landscape which will be complemented by a poolside Barefoot Bar, a new dining concept serving gourmet burgers, sliders, pork ribs and chicken wings with fresh smoothies, milkshakes, wine, beer and tropical cocktails. Another highlight is the opportunity to interact with the local sealife. Guests can join a team of marine biologists living on the island to feed baby stingrays who live amongst over 100 species of marine fish, coral and invertebrates such as starfish, sea cucumbers and crabs. A new underwater observatory will also allow guests to view 4m below the water’s surface to watch the marine life in action. Whitsundays’ flagship Hamilton Island continues to upgrade and improve, with the Bouganvillea Marquee, which will be renamed the Beach Pavilion, about to undergo a $3.5 million rebuild, due for completion early 2020. Once completed, the structure will be able to be fully enclosed or open
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For travellers eager to explore the Whitsundays by foot, a new walking track and lookout will soon be established on the southern end of Whitehaven Beach
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Tourism Australia
for trade expos, conference sessions and gala dinners. Hamilton Island also recently launched a Pizzeria and Gelato Bar in the Marina Village, serving 20 fine crust pizzas and 12 gelato flavours to choose from. Another evolving region is Airlie Beach on the mainland, where there are now two hatted restaruants. The first at Walter’s Lounge Port of Airlie and the second is Hemingway’s Restaurant Abell Point Marina. Just under an hour’s drive is Lake Proserpine, a region that’s set for a huge infrastructure development in 2019 which will see a new recreation centre with water sports features, new accessible jetties, camping facilities near the lake, and new glamping cabins. The area is also home to the recently reopened Whitsunday Gold Coffee Plantation, Australia’s largest coffee plantation. The new and improved space has a restaurant and function space overlooking the cane fields and mountains, along with coffee roasting facilities and a kids play area. For travellers eager to explore the Whitsundays by foot, a new walking track and lookout will soon be established on the southern end of Whitehaven Beach, due for completion in 2019. On the northern end of Whitsunday Island, the renowned Hill Inlet platform has also been extended. Another addition to the region is the inclusion of public art around the reefs and bays. As part of a research project undertaken by Reef Ecologic and James Cook University, six artists were chosen to display their public sculptures, with the first ones recently being installed at Langford Reef. At high tide the artworks are submerged underwater.
Airlie Beach, Tourism Australia
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business events news Schwartz invests $70 million in Qld Private hotel investor Dr Jerry Schwartz has made his first investment in Queensland with the $70 million purchase of the Hilton Surfers Paradise from the Chinese group, Ja Feng. The Hilton Surfers Paradise features conference and function facilities which comprise of a ballroom for up to 220 banquet-style or up to 350 cocktails, a pre-function lobby, three smaller breakout suites, a theatre, and an outside area of 1,500m2 called The Deck. Schwartz said that the destination is ideally positioned to “take advantage of the boom in international travel from Asia and the Pacific”.
Business surge for Tas Business Events Tasmania (BET) hosted around 130 conferences and events across the state in 2018, with BET CEO Marnie Craig saying, “we have noticed a significant increase in interest from the corporate and incentive market and with their shorter lead times we expect that the confirmed number of events will continue to increase over the next six months”. Craig added that in 2019 BET will be focusing on “positioning ourselves for the increase in hotels that will be coming online in 2020”. BET will be taking a strategic approach to promoting Tasmania with increased in-market activity, sales campaigns and ensuring BET has the correct product for corporate and incentive markets.
Space agency for Adelaide Adelaide has been named as the future home to Australia’s new $41m Space Agency, set to open later this year. The Agency will employ 20 people to regulate, licence and assess space-related activities conducted by private industry. “The Space Agency location announcement truly is the ultimate legacy…. and it presents a huge opportunity for the Adelaide Convention Bureau,” said Adelaide Convention Bureau CEO Damien Kitto, adding “following the massive investment in infrastructure in the BioMed City, this development has opened the doors to the Bureau now having a huge asset to utilise when seeking to attract space and related industry events to Adelaide”.
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BECA view Matt Hingerty, Chairman Business Events Council of Australia
2019 is another important year for the business events sector and for the country. With a Federal election scheduled for May, the Business Events Council of Australia (BECA), has stepped up its campaigning in Canberra for more investment in the business events sector. At election time, every industry jockeys for the attention of political parties – some are well organised other less so. I am very proud of the work BECA and its Member Associations have done to build a professional campaign to validate further support for business events. In December, business events leaders met with 12 key MPs and their advisors, from all sides of politics, with a united message about the need for a strong policy for business events and additional funding through Tourism Australia. BECA members who attended the government meetings included: Joyce DiMascio, CEO of Exhibition and Event Association of Australasia (EEAA); Robyn Johnson, CEO, Meetings & Events Australia (MEA); Barry Neame for Professional Conference Organisers of Australia (PCOA); Andrew Hiebl, CEO, Association of Australian Convention Bureaux (AACB); and Karen Bolinger, President, Association of Australian Convention Bureaux (AACB). We called for a clear national policy for business events to be launched ahead of the May Federal election covering six key areas. These are: 1. Extension of the successful Bid Fund Program (BFP), and partnership programs managed by Business Events Australia. BECA calls for
business events news 04 Dec M&OP reveals stage three 04 Dec BECA advocacy for business 11 Dec EEAA celebrates 2018 winners 11 Dec Sunshine Coast aims big 18 Dec Melbourne gears up for 2019 18 Dec PCOA eyes change
increased BEA funding of $10m or $40m within four years. 2. Funding for research; managed by the business events community and Tourism Research Australia in order to benchmark the industry, and quantify the sector’s size, impact and worth. 3. A national infrastructure mapping study to identify the gaps and priorities for business events infrastructure in metro and regional areas. 4. Support to work more closely with VET and higher education sector (namely TAFE) to design courses that match the industry’s needs now, and in the future. 5. Temporary skilled labour visa reform to enable the industry to more easily respond to fluctuating demands with a more flexible temporary visa system. 6. Growth Industries Business Events Team to link our outcomes with those associated with the Industry Growth Centre Initiatives. We all know that business events stimulate the visitor economy but the message we have to also communicate more strongly is that their impact is more far-reaching than tourism. We received a positive reception from all sides of politics – we presented a clear policy framework and the research to support our business case. A positive reception doesn’t always result in policy and funding support. So we have more work to do to get cut-through with six pillar policy “ask”. I urge the industry to take every opportunity to support BECA by communicating these messages to your local Members of Parliament.
Headlines Dec 2018 & Jan 2019 08 Jan 08 Jan 15 Jan 15 Jan 22 Jan 22 Jan
Schwartz invests $70m in Qld Whitsundays gears for 2019 Business surge for Tasmania Adelaide’s legacy Cairns biz events generate $80m M&OP reveals Rod Laver
Reopening April 2019. meetings@daydreamisland.com | daydreamisland.com
Cruise Cagney’s Steak House
ON BOARD A SHINY NEW JEWEL
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hen Norwegian Cruise Line said they completed the most extensive ship refurbishment of 2018, they meant it. Norwegian Jewel underwent a two week bow to stern renovation in dry dock in Singapore ahead of its debut cruise out of Sydney in December last year, and travelBulletin was onboard to experience the updated spaces. Onboard with us, Norwegian Cruise Line hosted its NCL Legends group of travel agents. Speaking to travelBulletin, Andy Sturt, President and Chief Executive Officer of NCL said, “Not only are we revealing updated designs and accommodations throughout the ship, but guests will also enjoy new venues and three incredibly exciting shows, one of which premieres for the first time on Norwegian Jewel”. The shows were indeed worthy of his praise. Rock You Tonight features a medley of songs from the best bands of the 70s, including Queen, Journey and The Who, and ship exclusive Velvet is full of action and stunning musical skills, showcasing disco classics, circus acrobatics, cabaret and burlesque elements. Those in our group who had travelled on Norwegian Jewel before remarked on the significant changes, some dramatic – such as the pool area recreation – and others notable for their atmosphere impact or subtle style and facility improvements. Nearly all dining, bar and lounge offerings on Norwegian Jewel have been updated, and two new venues have been added – The Pit Stop and Bliss UltraLounge, replacing the Sky High Bar and FYZZ Cabaret Lounge. One of the aspects that makes sailing with Norwegian Cruise Line feel like a true holiday is its innovative relaxed dining arrangements. There are no fixed times – although you can book to a time if that suits – and there is no formal dress code, other than for fine dining venues.
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The Pit Stop
The ship boasts seven specialty dining areas, nine complimentary restaurants and 15 bars and lounges. Staterooms tell more of the refurbishment story with gorgeous top-level The Haven refits including updates to the courtyard, additional cabanas on the sun deck and new finishes, carpets, tiles, drapes, artwork and furniture for all suites and villas. All 1,188 staterooms have been upgraded with new televisions and USB outlets, as well as new carpet, artwork and furniture. If your budget runs to it, the ship also boasts two new Haven Deluxe Owner’s Suites. They are nearly 111.4m2 and feature large 52.6m2 balconies, two private jacuzzies and accommodation for up to four guests. If the children are along, there are designated age-appropriate entertainment centres full of electronic and physical games and toys for teenagers and tweenagers, as well as minders for the little ones. We hardly saw the children anywhere on board as they were so fully occupied, giving mum and dad as well as the rest of the guests, plenty of respite. At the heart of the ship, the Atrium has been revitalised with an entirely refreshed look centred around a custom-design chandelier. There was updated flooring, refurbished reception and shore excursion desk areas, the addition of relaxed banquette seating, elevated stage for performers and a most impressive supersize TV screen. Another noteworthy aspect of Norwegian Jewel is its stability in rough weather. We encountered a vicious storm crossing the notorious Bass Strait, but the mighty vessel made mockery of it. One second time cruiser who had vowed not to cruise again because of her experience on a ship some years before sailed successfully with no ill effects, and is planning her next cruise as soon as time permits. It’s clear that Jewel’s refurbishment ticks all the boxes and will have Aussies passengers keen for more.
The Atrium
The Pool Deck
Regent orders a third Explorer class ship Regent Seven Seas Cruises is set to add has placed an order for a third Explorer class ship, set to join the fleet in late 2023. The 750-passenger vessel will be built by Italy’s Fincantieri S.p.A. and will be a sister ship to Seven Seas Explorer and Seven Seas Splendor. It will be Regent’s sixth all-suite vessel, with the cruise line promising it will “continue to set the standard for defining elegance at sea”. Details about the new addition’s itineraries, suites, restaurants, amenities and onboard experiences will be revealed leading up to her 2023 debut and voyages for her
inaugural season will go on sale in 2021. “We are excited to build on the spectacular success of Seven Seas Explorer and Seven Seas Splendor as we embark on bringing to life a new vessel that will set an even higher benchmark for elegance, luxury and style,” said Norwegian Cruise Line Holdings President and CEO Frank Del Rio. “This new ship further strengthens our Company’s robust yet measured growth profile with vessels now on order for all three of our award-winning brands, enabling us to expand our presence globally, further diversify our product offerings and continue to drive shareholder returns.”
DISCOVER OUR FINAL FRONTIER EXPEDITIONS
LET US TAKE YOU CLOSER TO THE UNSPOILT BEAUTY OF THE KIMBERLEY Cable Beach, Broome
ANCIENT TERRITORY Feel the thunder of waterfalls, explore spectacular gorges, witness variations of Aboriginal rock art, and experience the truly epic spirit of nature in its most raw and purest form during the Kimberley regions’ most spectacular time of year. Enjoy exhilarating Zodiac® rides through narrow creeks and untamed wilderness to spot endemic flora and fauna. Throughout the voyage learn about the history, geology, wildlife and botany of this spectacular area in lecture presentations offered by your knowledgeable onboard Expedition Team.
Seven Seas Explorer
SILVERSEA’S KIMBERLEY Onboard Pool Intimate Ship of only 116 guests
Viking’s new-look 2020 program Viking Cruises has released a new-look 2020 river cruise program featuring Europe, Asia, Egypt, France, Portugal, Russia and Ukraine. The program packs in a number of enhanced itineraries, including the 12-day Kiev, Black Sea & Bucharest which replaces the current 11-day Kiev to the Black Sea with the addition of Romania’s capital, Bucharest. Viking’s 10-day Holland & Belgium river cruise itinerary has also
been expanded beyond tulip season to offer multiple departures throughout March, April and May 2020. Due to increasing demand, new 2020 departure dates have been released for Viking’s 12-day Pharaohs & Pyramids river cruise in Egypt. Two new departures have also been released for Viking’s previously sold out 15-day Rhine & Viking Shores & Fjords ocean and river cruise combo and the cruise line has
1:1 Staff to guest ratio Complimentary flightseeing tour of the Bungle Bungle Ranges
continued to add to the slate of pre- and post-cruise extensions for new and popular river itineraries.
THE ITINERARY Saumlaki
King George River Region Darwin Hunter River Region Wyndham Buccaneer Archipelago Region Broome
Between April and June 2019 there are eight, 10 day itineraries sailing between Broome & Darwin. All-Inclusive fly/cruise packages start at AU$10,100pp. Book before 28 February, 2019 and save up to AU$700 per suite with our Bonus Savings Offer, combinable with all of our exclusive promotions.* T&C’s: Fare shown in AUD, per guest, based on doubleoccupancy on voyage 9907 and includes return Economy Class Air. Bonus Savings Offer available if booked before 28 February 2019, amount varies by voyage, and valid on sailings until March 2020. All fares, savings, offers, programmes and itineraries are subject to change without notice. Additional restrictions may apply. Silversea reserves the right to correct any errors or omissions. Visit silversea.com for full offer details and complete Terms and Conditions.
*
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Cruise Cruiseco’s new agent portal Cruiseco finished off 2018 by announcing a consolidation of a number of its platforms to launch CruisePRO, an agent portal that incorporates a new booking system, website, member white site solutions, online payment gateway and members’ area. The new platform allows members to make online bookings in real time from a choice of over 300 packages across 21 cruise lines. A further 32 cruise line brands are available through traditional channels, with a consumer-facing version of the platform also allowing members to service their clients’ needs “24 hours a day”.
CLIA makes global emissions cut pledge CLIA has announced a global cruise industry commitment to reducing the rate of carbon emissions across the industry fleet by 40% by 2030. Progress will be measured against a 2008 baseline, with rates calculated based on the industry fleet’s total carbon emissions, total ship berths, and total distance travelled. The reduction is set to be fuelled by technologies in ship design and propulsion, including the increasing number of vessels being powered by liquid natural gas (LNG), of which 25 are expected to enter into operation by 2025. As part of the pledge, member cruise lines will also deploy advanced air quality systems that aim to reduce a ship’s exhaust.
Princess expands MedallionClass Princess Cruises has announced it will expand its Princess MedallionClass experience to include Royal Princess, Crown Princess and Sky Princess. Ocean Medallion features on all MedallionClass ships and is a wearable device which aims to help the cruise line deliver an enhanced level of personalisation and innovative service. It already exists on several Princess ships sailing in the Caribbean and will be added to the three more vessels on 17 February, with further vessels to be added by the end of 2019. The first ship to visit Australia utilising the Ocean Medallion technology will be Golden Princess, which is set to be welcomed into the P&O fleet in 2020.
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CLIA view Joel Katz, Managing Director CLIA Australasia
Investment drives a big year In an industry already well accustomed to innovation and expansion, 2019 is shaping up to be one of the most exciting years in some time for the global cruise sector. New levels of investment and advances in ship design have set the scene for a busy schedule of launches and refurbishments, meaning an even greater choice of experiences for the Australian traveller and further opportunities to catch the attention of new cruisers. Over the next 12 months we will see the introduction of more cruise ships than almost any other year, with around two dozen new-build vessels to take to the seas. They range from giants with capacities for more than 6,000 passengers through to smaller vessels designed for luxury voyages, expedition cruising and polar exploration. In fact, around half of the new ships to debut in 2019 are designed for expedition cruising. Across the existing world fleet, several ships will reveal new features and refurbishments, introducing a more sophisticated selection of dining choices, entertainment and activities. Interior design has emerged as a key focus among cruise lines as they work to define their own distinct personalities, and we can expect to see greater levels of creativity on board both new and refurbished ships this year. Other areas of evolution in cruising include the deployment of innovative new technology such as apps and wearable
devices that allow guests to personalise their experience and manage aspects like shore excursions, activities, dining and onboard expenses. But perhaps the most significant area of innovation in cruising is sustainability. CLIA recently announced a landmark commitment to a 40% reduction in carbon emissions across the global cruise fleet by 2030, the result of a historic industry collaboration. This will be achieved through new advances in ship design, propulsion and alternative fuels, as in the case of AIDAnova which launched at the end of last year and is powered entirely by liquid natural gas (LNG). In all, some 25 LNG ships could be operating by 2025, resulting in significantly lower levels of emissions than ships operating on conventional fuels. Protecting the oceans and our atmosphere is a key objective of CLIA cruise lines, and each new generation of cruise ship introduced will bring new advances in environmental technology – from new fuels and exhaust cleaning systems through to waste management and water treatment. There’s much to celebrate in cruising this year, including our industry’s top achievers. This month, CLIA will honour the best and brightest at the annual Cruise Industry Awards in Sydney, and the standard of submissions we’ve received shows how engaged and committed our cruise specialists are. We congratulate all our award finalists and look forward to celebrating with you.
Headlines December 2018 & January 2019 17 Dec Royal details 2020/21 19 Dec Cruiseco new agent portal 02 Jan CLIA targets 40% emissions cut 04 Jan Virgin invites “First Mate” regos 07 Jan Hurtigruten ramps up expeditions 09 Jan Oceania orders two new ships
11 Jan 14 Jan 16 Jan 18 Jan 21 Jan 23 Jan
Fremantle welcomes port refresh Revamped CLIA awards sold out Lucky three for Regent Seven Seas Aurora releases 2020/21 program Eclipse “extraordinary lengths” Princess expands MedallionClass
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Industry in Focus
TravelManagers has welcomed its first recruitment intake for 2019: Dominic Bellissimo, NSW; Sally Tobing, Vic; Julie Marchese, WA; Lauren Oliver, Vic; Jade Marshall, Vic and Breeanna De Ruysscher, Qld. They’re pictured with Chief Operating Officer Grant Campbell.
These travel agents from Cairns recently escaped the heat on a famil with MW Tours to Jiangsu in China. The group explored Suzhou and Nanjing, with a day in Shanghai as well.
DMC Cox & Kings Inboun d was a major sponsor in helping the Mayo College Old Boy cricketers come from India to Melbo urne last month for a friendly tournament against the Old Wesley Col legians at the MCG.
Helloworld Travel opened an exclusive branded lounge at the Australian Open tennis tournament this year. Positioned close to the Grand Slam Oval, the lounge offered food and beverage options, as well as branded merchandise such as caps, jellybeans and sunscreen.
Aussies Carl Jones, Vancouver Airport Director of Air Service Development and Trevor Campbell Vancouver Airport Manager, Marketing, pictured with Air Canada GM Australia/NZ, Vic Naughton, were in Australia last month meeting with key partners.
m Springs treated 28 lidays and Greater Pal Last month Excite Ho urne. Attendees were lbo p agent event in Me guests to a VIP roofto ider information and m Springs and given ins updated on Greater Pal clients’ US itineraries. ir the e the destination in tips for how to includ 36
travelBulletin February 2019
February 2019
Carnival Cruise Line recently treated a group of its top selling Australian and Kiwi travel agents to a funfilled six-day cruise on board Carnival Horizon. Pictured on the Grand Cayman boat ride are Carnival’s Anton Loeb with Garath Evison and Emma Judge. al TravelManagers person treated a team of 12 ina Ch an Air beg and trip es e vic Th r. China Travel Ser China late last yea ) to a 12-day famil to travel managers (PTMs the Shangong province. ed lor exp and Shanghai in Beijing and ended in
Karen Macmillan, Hawaiian Airlines Director of Sales and Partnerships for Australia Manager Australi a and NZ presen Regional Director ted new Australia and Ne w Ze with a Hawaiian lei to welcome him aland, Andrew Stanbury to the team.
Julie Lu, Helloworld Lower Templestowe; Anastasia Kotanidis; Ines Iniesta, Luxury Gold; Shelley Jacquemin, TA Toorak and Renear Gilles, Brighton Travelworld all visited Silver Muse when the ship called in at Melbourne last month.
Scenic hosted its seventh annual Night of Stars at Sydney’s Ivy Ballroom last month. Pictured are the nine agencies that achieved million-dollar “Diamond Status” with Scenic. travelBulletin February 2019
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Seniors travel
Greying travellers seek out adventure Jasmine O’Donoghue rounds up the latest destinations attracting senior travellers.
A
ge doesn’t have to be a defining factor in planning holidays, with some seasoned travellers proving that with the right operators, demographics do not have to dictate the destination or travel style. Often with decades of experience under their belt, many senior travellers are branching out to more adventurous
destinations, with the likes of Algeria and the Caucasus finding their way on their to-do list. Evan Petrelis, Managing Director of cultural tour and cruise operator Renaissance Tours said the company had seen an increase in interest for countries which had been “out of bounds” for a number of years, largely due to terrorism. This has seen a return in demand for
Saharan desert dunes in Timimoun, Algeria
Algeria Regarded as a frontier of art and archaeology, Algeria’s culture weaves together nomadic Berbers, Ancient Romans, Mediaeval Vandals and Umayyads, French colonists and modern Algerians. Renaissance Tours’ 17-day Into the Sahara: Algeria tour begins in Algiers with a visit to the National Museum of Antiquities and Islamic Arts, the lively Kasbah and the colonial Cathedral of Our Lady of Africa. The itinerary is a comprehensive tour of Algeria, covering Setif, Batna, Constantine and Tlemcen, before travellers set out to explore Timimoun, an oasis town tucked away in the dunes of the Sahara Desert. Travellers will call in at a traditional nomadic Bedouin village for lunch before returning to the red mudbrick town to see the Ksar of Timimoun, the imposing ochre-red Gate of Sudan, the mosque and the covered market.
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places including Turkey, Egypt, Israel, Jordan and Lebanon. “These destinations are now back on people’s to-do lists and they have regained confidence to go to those places,” Petrelis said. Other destinations creeping onto the radar for experienced travellers are Uzbekistan, Kazakhstan, Turkmenistan, with Tunisia and Algeria also emerging as new travel hot spots.
Camping in Africa The allure of being immersed in the wilderness on a camping adventure in Africa - but without the hard work of preparation is seeing many senior travellers embark on three-star camping safaris with Bench Africa. A popular option is the 12-day Classic Namibia Safari, a luxury mobile camping safari which combines camping with stays in hotels and a lodge. The adventure is accompanied by a safari crew who travel in a separate vehicle and set up the camp, so clients only need to settle in to enjoy chef-prepared bush cuisine under the stars. Trip highlights include a visit to Etosha National Park, which attracts thousands of wild animals, and a stop enroute to Swakopmund at a Himba village to learn about the local seminomadic tribe that lives in scattered settlements. Other hotspots for senior travellers in the region include the luxury and safaris of Botswana, small group tours in Kenya and Tanzania and self-drive segments of South Africa and Namibia.
Botswana safari, ©Crookes and Jackson
Seniors travel
The Caucasus Sitting at the crossroads of Europe and Asia, the Caucasus - Azerbaijan, Georgia and Armenia – offers an incredibly diverse cultural exploration. From Azerbaijan’s medieval villages, the monasteries of Armenia and the quaint villages of the Svaneti region, the Caucasus caters to well-travelled individuals who are seeking new experiences. Crooked Compass’ 22-day Caucasus Tour follows the footsteps of Silk Road traders and merchants, Crusader Knights and Ottoman Princes, exploring the shores of the Caspian Sea, and the history of Azerbaijan’s capital, Baku. The journey begins in Baku and ventures to Armenia’s Geghard, offering travellers the chance to witness the “burning mountain”, a volcanic hill on the top of a pocket of natural gas which has been blazing for centuries. In Armenia, travellers will weave their way through valleys, each dotted with different orchards, pass rickety gypsy vans and walk through abandoned caravanserai, where merchants slept with their animals.
Armenia
Istanbul, Turkey
Turkey Turkey is making a strong comeback, with current economic conditions offering travellers value for money. The year-round destination boasts 18 UNESCO sites, coupled with stunning landscapes, warm hospitality, and great food. Peregrine Adventures has seen an 173% year-on-year growth for Turkey, with the 60-79-year-old age group making up just under 70% of the company’s travellers to the destination last year. The 17-day Turkey in Depth dives into the fascinating melting pot of history and cultures, combining southern Turkey highlights with the less visited North and Black Sea regions. Travellers will be able to soak up two of the ancient wonders of the world: The Mausoleum of Halicarnassus and
the last remaining column of the Temple of Artemis. They will also be gently rocked to sleep on the Mavi Konya, the train from Izmir to Konya, learn how to play backgammon like a local and learn about Turkey’s famous cheeses at the Cheese Museum in Kars. “We have repeat travellers who come to Turkey every year because they love that it is east enough to feel exciting and exotic, but west enough to be comfortable with first class logistics,” explained Peregrine Regional Product Manager Middle East Jenny Gray. “We have travellers in their 70s who love to come to Istanbul to get lost in the back streets and bazaars, find the small intimate museums and mosques and sit in cafes and drink cold beers and watch the world go by.”
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Seniors travel
Top tips for planning senior travel As the demographic of senior travellers becomes increasingly diversified, understanding client needs and wants is more important than ever. Here are the some tips from Renaissance Tours, Bench Africa, Crooked Compass and Bunnik Tours for booking senior travel:
Gauge their activity levels Mobility can be a big issue for some senior travellers, with some not wanting to be too active because of their age - while others want to be very active because of their age! Gauging the sort of senior they are will help to match them to the best trip. It is important for travellers to enjoy their tour, not struggle through it.
Group or FIT? A client who may have previously been comfortable travelling on their own or with a partner may value the safety and security of travelling with others later
in life. Group tours can give them the confidence to venture to new places and simplify the logistics of navigating airports and train stations.
Do they want inclusions? While younger demographics may be content to go it alone for certain elements, many seniors will value hassle-free and all-inclusive travel experiences which cover flights, accommodation and meals.
Be confident and use resources Be confident selling a new destination, even if you have not sold this region before. It can be helpful to get in touch with an operator’s experts, who can run through the nitty gritty of the touring program. Agents can take advantage of an operator’s tools and use product videos to help inspire clients.
American Queen’s double victory Travellers will soon have new choices in overnight river cruising, with American Queen Steamboat Company (AQSC) closing on a deal to acquire Victory Cruise Lines. The deal sees the identical 202-guest Victory I and Victory II join the AQSC fleet under the Victory Cruise name and provide “old world luxury on intimate coastal cruises”. The vessels will re-enter service in May following a multimillion-dollar refurbishment and upgrade program and offer 10-day, all-inclusive sailings on the Great Lakes. Victory I will sail between Montreal and Detroit while Victory II will cruise between Toronto and Chicago.
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Discovering Japan and South Korea Japan and South Korea sit high on the bucket list of many senior travellers, providing scenic beauty, rich history and mouth-watering cuisines. From dazzling Tokyo to the iconic Mount Fuji and bustling streets of Seoul, these two countries cater to seniors who want to really connect with people and cultures. Cherry blossom season is a very popular time to see these countries, with the symbol of renewal and vitality adored by many senior Australian travellers. Senior travellers searching for unique experiences can opt for a dinner cruise along Tokyo Bay and a sumo wrestling demonstration followed by a traditional Chanko-Nabe lunch, two activities included on Bunnik Tours’ Japan Discovery small group tour. In South Korea, travellers can relax at a traditional Korean spa before witnessing a taekwondo demonstration as part of Bunnik’s South Korea in Depth small group tour. Bunnik Tours’ itineraries are crafted for active seniors, who have good levels of mobility. The company includes walking discovery options on its small group tours, allowing travellers to immerse themselves in the local culture and discover hidden gems that aren’t always on the tourist trail.
Myeongdong in Seoul, South Korea
Seniors travel
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ster, Tra eb ve W ners art lP
Sar ah
In your experience what’s the most popular booking for senior travellers? A lot of older clients do high end cruises, but I also have a number of them who are doing multi-generational trips and for that, I book a
travelBulletin February 2019
In your experience what’s the most popular booking for senior travellers? Most popular holiday style for my senior travellers is without a doubt cruising. Having everything included and looked after for you is very enticing to older clients.
Do you have any tips for other agents about how they can sell to seniors or generate more senior traveller business? I think our biggest hurdle with older clients is getting Comprehensive Travel Insurance at a decent price. Most insurers have increased prices over a certain age and this is sometimes a deterrent for older travellers. I just want my clients to have travel insurance wherever they can get it, even if that means not booking it through me, but being covered with Apia, through their Rotary or Probus club or even with the NRMA.
lot of Club Med who cater well for all ages. Do you have any tips for other agents about how they can sell to seniors? There should be nothing stopping people selling travel to older clients. Just be careful of assuming what they can and cannot do. You might be very surprised to hear about the things they are interested in seeing and doing, and most things are possible if you think carefully through the logistics and use a sympathetic supplier.
How old is your oldest client? My oldest client is 86 this year! In your experience what’s the most popular booking for senior travellers? Generally senior travellers like to visit the UK, then Tasmania, followed by Canada then Japan. Do you have any tips for other agents about how they can sell to seniors or generate more senior traveller business? I’ve found that the key thing to winning seniors over is to be genuinely interested and
, Bayvie aul w p c l ave Tr
What’s the most unusual holiday you’ve booked for a senior traveller? I once had a 90 year old surgeon (one of the first female surgeons in Australia) who went to a conference in Rio de Janeiro and then did a Galapagos Islands cruise.
What’s the most unusual holiday you’ve booked for a senior traveller? I have a lovely older gentlemen (70+) who did a backpacking trip around Portugal for two months. He loved it and is off to Sri Lanka this year!
Jos ie M
d, Trav for el k c e
agers an M
Erin B
Agent advice: selling to seniors
honest. Give then your time and care about them – they may require more from you in many ways but if you invest in them, they invest in you! I also always try to remember to send thank you cards and birthday cards and a fridge magnet calendar is always a popular little gift. I think to generate more seniors business you’d need to spend time where seniors are. Think about visiting retirement villages. You’ll also need to try to maximise the amount time spent getting to know them – they need to grow to trust you. Don’t expect a quick ‘win’ necessarily.
®
SMALL GROUP TOURING MAXIMUM
GROUP SIZE
CHERRY BLOSSOMS Japan & South Korea 2020
Discover South Korea & Japan Small Groups
days
Included with the world’s leading airlines, with flexibility to extend or upgrade to business class.
No Hidden Extras We include all the must see sights plus unique local experiences. Even taxes and tips are included where appropriate.
Designed to give your clients the perfect balance between sightseeing and leisure, and enough time to really get to know the places we visit.
®
TOUR SMALL GROUP
Order through Tifs.
ING
Asia 2019 | 20 www.bunniktours.com.a
Japan Discovery
days
2019/20 BROCHURE AVAILABLE MAXIMUM GROUP SIZE
20 ®
u
AIRFARES INCLUDED
Spend a full day exploring stunning Mt Seorak Relax and enjoy some time at a traditional Korean spa Learn about Korea’s traditional martial art, taekwondo Visit the UNESCO World Heritage-listed sites of Seokguram Grotto and Bulguksa Temple Enjoy a nanta show - a nonverbal comedy show Admire the city lights on a dinner cruise around Tokyo Bay in a houseboat Enjoy a sumo wrestling demonstration Stay in an authentic ryokan guesthouse, bathe in the natural hot springs and enjoy a traditional Japanese dinner Enjoy a variety of traditional crafts including sake brewing & tasting, a chance to dress in a traditional kimono and witness a traditional dance performance by Maiko
Return International Flights
Unique Itineraries
from
28 $16,195pp
Our maximum group size in Asia is 20 people, because smaller groups make for a better holiday experience.
from
17 11,195pp $
South Korea in Depth
AIRFARES INCLUDED
Admire the city lights on a dinner cruise around Tokyo Bay in a houseboat Enjoy a sumo wrestling demonstration over a traditional Chanko-Nabe lunch Visit a former farming village, Iyashi no Sato Nenba Experience the art of shakushi making Enjoy a variety of local activities including sake brewing & tasting
days
14
from
6,795pp
$
AIRFARES INCLUDED
Spend a full day exploring stunning Mount Seorak Relax and enjoy some time at a traditional Korean spa Learn about Korea’s traditional martial art, taekwondo, and witness an amazing demonstration Visit the UNESCO World Heritage-listed sites of Seokguram Grotto and Bulguksa Temple Enjoy a nanta show - a non-verbal comedy show
For a list of inclusions, detailed itineraries and departure dates go to bunniktours.com.au
Call
us on
1300 125 007
email sales@bunniktours.com.au
www.bunniktours.com.au
We do the work Phone answered in 3 rings - no queues One stop shop Personal service & commitment
All prices shown are per person based on twin share. Singles rooms are available at a supplement, check our website for details. Prices are correct at time of printing but are subject to change. Note air supplement may apply depending on airline availability and departure cities. Bunnik Travel Pty Ltd. ATAS accreditation #A10484. CATO Registered Operator No. TO1078.
Mediterranean
The Mediterranean is a huge area, much larger than the crystal clear seas of Greece and Italy that we usually think of when this region is mentioned. Anastasia Prikhodko uncovers some of the hidden gems in these sparkling waters. Rock of Ahprodite
he Mediterranean encompasses so much.There’s the Levant in the east, the European countries in the north, and the Northern African countries in the southern part of the Mediterranean Sea. The largest of the Mediterranean countries such as France, Italy, Spain, Croatia and Greece traditionally have held the title of most popular. But in the last few years the likes of Cyprus, Slovenia and Albania have been experiencing impressive growth. Kourion ruins
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CYPRUS The island of Cyprus, divided into a Greek southern side and a Turkish northern side, has been getting recognition for its pristine beaches as well as for its history. Paphos, located in the southwest, is a designated UNESCO Heritage site which features Roman mosaics, discovered in 1942 by British soldiers digging an air raid shelter, along with the Pafos Odeon theatre which lies in the tourist area of Kato Pafos. Another region worth noting is Akamas Peninsula, home to Baths of Aphrodite which contains a natural pool and shower, Akamas Nature Trails, Blue Lagoon and Lara Beach. Positioned nearly 2,000 meters above sea level, Troodos is the largest mountain range in Cyprus. The island also includes a range of museums such as the Painter Frangoulides museum, the Folk Art Museum and Arsos Icon Champer.
When visiting the island nation, make sure you visit these must-see sights: n Kykkos Monastery, believed to have a portrait of the Virgin Mary painted by St Luke the Evangelist; n Kourion, an ancient Greek archaeological site that overlooks the Mediterranean; n Ayia Napa & Protaras, beachside towns with a multitude of restaurants and some of the most beautiful beaches; n Limassol Castle, where Richard the Lionheart stopped on his way to the Crusades; and n Tombs of the Kings; and the Paphos Archaeological site. “More people are enquiring about Cyprus than ever; cleverly combining it with Malta given Emirates operates direct flights between the two islands,” said Sun Island Tours General Manager Paul Polyviou. “The favourite day tours in Cyprus include Treasure of Troodos and Kourion & Paphos.”
Mediterranean
SLOVENIA Bordering with Italy, Austria, Croatia and Hungary is Slovenia, traditionally known for its beautiful mountains and lakes. The destination also has a thriving brewery, literature and food scene. In Zalec, perhaps a dream come true for some, travellers will find a fountain that provides different varieties of beer. Parched visitors are invited to pour themselves their choice of beer for an instant refreshment. Other breweries worth noting include Thirsty River Brewing in Bovec, which is also a small 14-person hostel; and HumanFish Brewery in Vrhnika, which offers a tasting tour of various ales including pale ale, stout and India pale ale, along with seasonal beers such as German doppelbock, Belgian white and Irish red ale. Ljubljana known as the “City of Literature” since December 2015, when it was awarded the title by UNESCO, is big on recognising and celebrating Slovenia’s cultural heritage. Bookworms should take note of the Slovene Book Fair held in November, along with the annual World Book Day on 23 April. Ljubljana also hosts book gatherings such as the Library Under the Treetops, where travellers
can read, create, and socialise. The event provides free reading and book browsing underneath the canopies of trees. Slovenia’s neighbouring countries have contributed significantly to its cuisine,
Zalec beer fountain ©www.slovenia.info
including the typically heavy German food, along with Austrian dishes such as klobasa (a type of sausage), and breaded and pastry items such as borek. Hungarian influences are also evident including goulash, paprika chicken, beef stew, and palacinke, which are pancakes filled with nuts or jam and topped with chocolate. Italy has also left its mark with Italian pastas, gnocchi and risotto all part of the Slovene diet.
Bunk’art 2 (©Amelia Amataj)
ALBANIA Albania, on southeastern Europe’s Balkan Peninsula, is a small country with Adriatic and Ionian coastlines and a staggering rural landscape. Across the nation travellers will find concrete bunkers which were built during the communist government of Enver Hoxha from the 1960s to the 1980s. By 1983 around 173,371 bunkers were constructed across the country. However now, with not much use for them, several have been given
Ljubljana
Mountain hike
new lives as restaurants, beach huts, cafés, and even museums. In Albania’s capital, Tirana, two bunkers were transformed into a museum. Bunk’Art is a history museum and contemporary art gallery and features rooms staged as they would have been in Hoxha’s time. The old bunker theatre is also used for concerts, lectures, and other events. About a 20-minute drive away is Bunk’Art 2 which served as the Interior Ministry’s atomic shelter. In Northern Albania, travellers will find the
valleys of Valbona, Theth and Vermosh, which is where the “Alps” of Albania form. This is one of the most isolated places in Albania, offering access to pristine landscape along with a rich history of the highlands that has remained uninfluenced by outsiders. Nearby is the expansive Lake Koman, where a ferry service can be caught to the Valbona valley, the heart of the Albanian Alps. One of the most popular walks is Theth to Valbona.covering 17km and takes six to eight hours. travelBulletin February 2019
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Mediterranean
Cruising the Med Viking Cruises has released five new ocean cruise itineraries that explore the best of the Mediterranean. Departing in 2020 and 2021, itineraries include
the Mediterranean & Atlantic Crossing, a 27-day cruise from Rome to Miami, calling into France, Portugal and more, priced from $10,395 per person; and the Antiquities of
the Mediterranean, a 22-day journey from Venice to Barcelona, calling into Croatia, Montenegro, Greece and more, from $11,995 per person. “The Mediterranean is a fabulous destination for cruising and our brandnew ocean cruise combos are the perfect way to experience this region on a whole new level,” said the cruise line’s Operations and Product Manager Lubica Sibikova. Until 31 March, agents who have signed up for Viking’s new loyalty program, Rewards by Viking, will receive a bonus 250 points for booking their clients on a Viking ocean or river cruise. This is in addition to the regular points that they would earn for selling a cruise. Points can be redeemed in the Rewards by Viking store for a range of brandname items, from electronics to beauty products and gift vouchers. Travel agents can register for the program by visiting www.rewardsbyviking.com.
The best of the Mediterranean Mediterranean and Middle Eastern travel specialists, Sun Island Tours offer a range of tours across the Mediterrean region. Clients can choose from a selection of day tours into Slovenia from Zagreb, where travellers can then take a day trip to Ljubljana and Lake Bled, or Lake Bled and Postojna Caves from Zagreb. The company’s eight-day Yachting – Share a Sail, where passengers charter a cabin as opposed to the entire vessel, remains one of the most popular Greek Island products with prices from $1,946pp. Another popular adventure is the Yolo Cruise in Greece for ages 18-35. The cruise operates between Mykonos and Santorini and visits Paros, Naxos and Ios. The company also features tours through the Greek Islands such as the Delos Day tour from Mykonos. “Over in Greece, the Ionian Islands are rapidly growing in popularity; and Symi which is near the Turkish coast is rating high among our clients now as well,” said Sun Island Tours General Manager Paul Polyviou. The one-way Plitvice Lakes tour, where visitors travel from Zagreb to Plitvice Lakes or vice versa is another hit. The tour includes a guided tour of the Lakes before continuing to Split. “As most international flights are to/from Zagreb, but island hopping, and Dalmatian cruises depart from either Split or Dubrovnik, this tour is a great way to connect the capital and the coast,” said Polyviou. “Also, highly popular among our clients are the short introductory tours to Croatia, all of which complement the cruises from Dubrovnik to Venice, and Dalmatian Sunshine.”
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Lake Bled, Slovenia
Mediterranean
Land and Sea Topdeck Travel has introduced new Greek Islands trips including the Hostel Plus sevenday Greece Lightning, offering travellers the chance to explore Athens, Mykonos and Ios, a new destination for Topdeck. The package is designed for customers wanting to experience Greece in a short amount of time, at an affordable price. Additonally Topdeck said its recent customer booking trends for Aussies reveal that the 10-Day Greek Island Hopper Trip was the most booked tour last year, followed closely with the 11-day European Express. The 27-day Summer Fun & Sailing trip comes in as the third most booked, which visits 13 countries, including Albania, Montenegro and Slovenia. “On this Summer Fun & Sailing trip, not only will you have the chance to channel your inner shipmate with a jaunt on the high seas, but you’ll also crisscross epic mountain ranges, explore Europe’s great capitals and discover some of the hottest new destinations in the Balkans,” said Topdeck’s General Manager of Sales, David Gendle.
Dubrobnik, Croatia, part of the Big Balkan tour
Other popular trips include the eight-day Balkan Blitz, where travellers visit Croatia, Montenegro, Slovenia and Hungary; the 12-day Balkan Coasts journey which features Croatia, Montenegro, Albania, Macedonia, Bulgaria and Romania; the 15-day Balkan Explorer, visiting Hungary, Serbia, Bosnia and Herzegovina, Croatia, Montenegro and
Slovenia; and the 18-day Big Balkan with visits to Croatia, Montenegro, Albania, Macedonia, Bulgaria, Romania, Serbia, and Bosnia and Herzegovina. Topdeck has also launched its 7.5% earlybird discount on a selected range of Europe 2019/20 trips, with savings of up to $765 available until 19 March.
Experience the Balkans Beyond Travel has seen ongoing demand from travellers seeking itineraries that combine several destinations to create a comprehensive Eastern Mediterranean experience. “Australian travellers have always had a keen interest in the Mediterranean; with the constant growth of interest over the last decade of specifically Croatia, it seems the trend for 2019 is for surrounding countries in the Adriatic such as Albania, Slovenia and Montenegro,” said Beyond Travel Sales and Marketing General Manager Bryce Crampton. From this evolved the popular 13-day Grand Balkan tour which travels from Zagreb to Dubrovnik
including stays in Slovenia, Croatia, Albania, Montenegro and Macedonia. Highlights include Bled in Slovenia’s Julian Alps, Plitvice Lakes in Croatia, the historic town of Mostar and Europe’s southernmost fjord in Montenegro. Priced from $2,800 per person twin share, there are seven departures between May and September for 2019. There is also a full selection of private tours and city stays available throughout these regions including a three-day “Spotlight on Lake Bled” package with transfers, choice of hotel, daily breakfast and privately guided Bled tour from $595 per person twin share.
Kotor, Montenegro
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Hawaii
When it comes to planning a holiday to Hawaii, most people will tell you about sunny days spent on The Big Island, romantic trysts in Oahu, an afternoon surf in Maui and partaking in some local culture in Kauai. But of the eight main volcanic islands in the US state’s stunning archipelago, how much do you know about the other four? Sarah Fairburn opens the travel book on Molokai, Lanai, Niihau and Kahoolawe.
Molokai – the Friendly Isle As the fifth largest of the Hawaiian islands, Molokai is a nature lover’s haven. Just 61km long, and 16km wide, it’s home to the highest cliffs in the world and the longest continuous fringing reef – not to mention stunning, and often unoccupied pristine beaches. It’s rustic,
rugged and legitimately old-world – and visitors wouldn’t have it any other way. Residents of the island live simply, travelling on country roads free of traffic lights and enjoying the friendly camaraderie that can only come with a small community. Tourists can expect unfussy accommodation and dining options but the opportunities to explore this seemingly-untouched pocket of nature are endless. The island has six valleys, however only one is accessible by road. Located on the north coast is Halawa, where local resident caretakers take guests on guided tours, weaving in intricate stories about Hawaii’s history, culture and community along the way. If beaches are more your thing, a trip to the three-mile-long Papohaku Beach should be added to your Molokai itinerary. At the end of a long day exploring, don’t pass up the chance to try some of Molokai’s famous “hot bread”. A local delicacy only available from 8pm at the Kanemitsu Bakery, it’s a delight best savoured.
Lanai’s mountains
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DON’T MISS: Joining the community at the Molokai Ka Hula Piko. The cultural three-day annual event is held in honour of the Island’s oral tradition and offers lectures, food, live music and dance. The next event is scheduled for May 30. HOW TO GET THERE: Hawaiian Airlines and Mokulele Airlines offer flights out of Kahului, Maui. The best airport to fly into is Hoolehua, Molokai.
Lanai – The Pineapple Isle Known through much of the 20th century for its landscape-dominating pineapple fields, Lanai is certainly one quirky island. Tourists are greeted with a combination of natural beauty, small town neighbourly comforts, relaxed modern luxury, easy going adventure and get-away-from-it-all calm. Hotel accommodation is divided into two – the Lanai City Hotel offers 11 “homely” guest rooms featuring period décor and furnishings, while the Four Seasons Resort is more
Hulupoe Bay in Lanai
Hawaii
Lanai’s Kaholo Cliffs
suitable for those looking for something a bit more up market. The only transportation on the island is by Jeep, due to the dirt tracks that form the roads around the island. Zoom past stately pine forests, former pineapple fields and old ranching stations, but make sure you stop and take in the incredible mountain-to-the-sea views along the way. Getting hungry? What Lanai lacks in big name eateries, it makes up for with small town character. A meal at the Lanai City Bar and Grille will offer an eclectic mix of locally inspired décor with a menu spotlighting American, Pacific Rim and Hawaii dishes. Sample produce pulled fresh from the ocean, poke bowls, soups and salads. DON’T MISS: A guided sunrise downhill bicycle tour; the vista is worth the early wake up! Or if you prefer a lazier start to the day, try a horseback ride over the Palawai Basin. HOW TO GET THERE: The Expeditions ferry takes visitors from the
Papohaku Beach Park in Molokai
Lahaina Harbor in Maui directly to Manele Bay in Lanai.
The Forbidden and the Target Isles While not technically promoted as tourist destinations due to visitor restrictions, the islands of Niihau and Kahoolawe still offer some fascinating stories. Niihau is nicknamed the Forbidden Isle because tourists are, quite literally, forbidden to visit. The island, is privately owned by one family and the only people allowed to step foot on the island are those who are personally invited by its current owners. Less than 200 people inhabit Niihau, most of whom communicate in the local tongue. Artisan Niihau shell jewellery is hand crafted by a clever few and sold to tourists on neighbouring islands. These sought-after pieces can be hard to find, so if you manage to get your hands on one consider yourself lucky.
Lanai ranch
Some tour operators do operate out to Niihau, however the price tag is high – one company takes eager boar and hybrid sheep hunters on an exclusive trip where they can hunt to their heart’s content, but the privilege can cost upwards of US$1,950 per person. Kahoolawe, the smallest of the main Hawaiian Islands at just 113km2 is, by law, off limits to the public. Nicknamed the Target Isle, it was once used to house prisoners before being taken over by US military and used for training purposes. It was returned to the US Government in 1994, however access remained limited due to areas of unexploded ammunition that littered the island. Today, Kahoolawe is managed by the Kahoolawe Island Reserve Commission who is dedicated to cleaning up and restoring the island to its former glory. Work is undertaken by volunteers, which is the only way “outsiders” can visit. Interested parties need to register online to be considered, with departures leaving nearby islands once per month.
Molokai’s famous hot bread window
Halawa Valley in Molokai
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Hawaii
HA enhances HNL experience
Hawaii visitor growth up The Hawaii Tourism Authority released its visitor statistics for both the month of November 2018 plus the year-to-date, confirming that the number of holidaymakers travelling to the US state in November had increased by 4.3% to 781,990 compared to the same period in 2017. The growth came in the form of both air travel and cruise ships, with air passengers increasing by 4.1% to 770,126 and cruise arrivals enjoying a 21.1% spike to 11,864 passengers. The total number of days visitors spent in Hawaii for the month increased by 3%, with the average number of visitors on land on any given day also increasing by 3% to 221,935. Both visitor spend and visitor arrivals in Oahu, Maui and Kauai all recorded increases in November when compared with the previous year.
Total visitor arrivals between January and November increased by 6.1% to 9,044,488, with growth from US West (9.7%), US East (8.3%), Canada (3.4%) and other international markets (3.5%) offsetting a 1.5% decline from Japanese visitors. In terms of visitor spend, Hawaii’s four largest visitor markets all reported growth between January and November 2018, with US West reporting a 9.9% increase to US$6.01b, US East increasing by 9% to US$4.13b, Japan climbing by 1.9% to US$2.2b and Canada injecting a further 6.6% and US$960.7m to the local economy. Combined visitor spending from all other international markets also increased during the period by 8% to US$2.95b. A total of 12,066,873 trans-Pacific air seats served the Hawaiian Islands year-todate through November, up 8.8% from the same period in 2017.
Guests departing Honolulu’s Daniel K. Inouye International Airport (HNL) on Hawaiian Airlines now have the chance to enjoy dedicated lobbies on all international, North America and neighbour island flights in a move designed to simplify the check-in experience for travellers. Guests checking into international flights have relocated from Lobby 3 in Terminal 1 to nearby Lobby 4 in Terminal 2, while guests checking into neighbourisland flights have moved from Lobby 2 to Lobby 3. North American departures will continue to check in at Lobby 2 in Terminal 1. Jeff Helfrick, Vice President of Airport Operations at Hawaiian Airlines said the change aims to create a better flow for customers. “As Hawaii’s airline, we look forward to offering our visitors a streamlined check-in process in Honolulu, and we appreciate the state’s assistance in facilitating our expansion into our new Lobby 4 space,” he said.
Hta appoints new Executives The Hawaii Tourism Authority (HTA) has completed its senior leadership team with the appointment of new Chief Administrative Officer, Keith Regan plus a new Vice President of Marketing and Product Development, Karen Hughes. Regan joins HTA following an eightyear tenure as Managing Director for the County of Maui. In his new role, he will be responsible for overseeing the fiscal management of contracts, HTA’s budget, program planning, information technology systems and personnel. Hughes brings 20 years’ of tourism sales
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Keith Regan
Karen Hughes
and marketing experience to her new role, and will be responsible for the marketing strategy and planning, and development of
Chris Tatum
new experiences. Regan and Hughes join newly appointed CEO Chris Tatum.
Hawaii
Ka’anapali Offers Hawaiian spirit Travel agents wanting to offer their clients an authentic Hawaiian experience on Maui can look no further than the Ka’anapali Beach Hotel. Ka’anapali offers a range of authentic Hawaiian cultural activities that guests can participate in during their stay. Travellers staying at the hotel can learn about the importance of hula in Hawai’an culture as well as learning the traditional dance. Other activities include nala (weaving), kapa (clothmaking) and more. For 2019, Ka’anapali Beach Hotel has introduced a new activity. The new waa (canoe) is a paddling canoe experience where guests can have the opportunity to venture out on the ocean and along the scenic shoreline of Maui. While on tour they will learn about Maui and Ka’anapali from a Hawaiian persepctive. Guests can choose from a group tour or private charter, with a chance to sightsee and snorkel. At the end of their stay at the hotel, guests are given a Kukui lei, to symbolise that they have now become part of the Ka’anapali
“ohana” (family). Repeat visitors are given a special white nut to add to their lei, making it an ongoing reminder of their holiday. Of course, being so Hawaiian means the Ka’anapali has a fabulous laid-back vibe, with the hotel ideal for families and groups, with plenty of connecting rooms, an open-air
bar and family-friendly eateries. There’s lots to do, with a wide array of water sports and beach action, while the Ka’anapali also provides the perfect base for a wider exploration of Maui which offers a variety of experiences such as golfing, dining, shopping and adventure activities.
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Hawaii
Fresh for Hawaii in 2019 2019 has kicked off with a range of new openings and attractions across the Hawaiian Islands. Here are some highlights: ■■ The White Sands Hotel has opened its doors in Waikiki this month, having completed a full restoration to its original 1960s design. The property is now “a funky, fun return to the Hawaii that everyone remembers”, according to its team. ■■ International Market Place has partnered with Waikiki Trolley to launch the Honolulu Dining Express. The route is the first
new line for the company in six years and focuses on foodie experiences, such as Leonard’s Bakery and Haili’s Hawaiian Foods. ■■ Running from 8 March to 5 May, the Honolulu Biennial is on this year, showcasing international contemporary art at a number of locations around Honolulu. In addition to the exhibitions, visitors can see dance performances, film screenings, live music and participate in art workshops.
Waikiki Trolley
Q&A
Aussie travellers love Hawaii - with it’s beaches and laid back vibes it’s not really a surprise. We spoke to Hannah Foster from TravelManagers to hear her tips on how to sell this island paradise.
Which areas of Hawaii are most popular with Aussie travellers? Waikiki is always very popular but I am also finding interest in the north shore of Oahu at the moment. It’s a fabulous part of Hawaii, has the best surf beaches and fantastic to have a car and explore. I am also finding clients wanting two islands on their itinerary. I find out what experiences they want then match them with the islands of either Maui for relaxation and bliss, Kauai for luxury and style or the Big Island for adventure. What are the must see highlights for first time travellers? While in Waikiki the shopping is still a real draw card. The Waikele outlets are fantastic for a bargain or ten, or there is Ala Moana which is lovely and open and has lots of high end designer stores. In Kauai the valleys, mountains and cliffs are divine and attract clients wanting to soak in the
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natural beauty of this ‘Garden Island’ where outdoor experiences such as kayaking, snorkelling, hiking and even ziplining are sensational. The Big Island is a great one to experience the volcanos from the air and being such a large island you can travel through all four of the world’s climate zones from wet tropical to polar tundra! What sort of travellers are visiting Hawaii? Hawaii has something for all types of travellers! It’s important for you to get to know your client and what type of interests they have, what type of holiday they are desiring, and then put together a jaw dropping Itinerary that will excite and thrill. Is there any particular time of year that is best or most popular to travel to Hawaii? Because of Hawaii’s location in the Pacific Ocean it is a wonderful place to visit all year round. There are only really two seasons and in the ‘winter’ months of
November to April the daytime temperature is a lovely 26°C. The warmer months are May to October where you will see temperatures around 30°C. What are the biggest challenges in selling Hawaii? Any advice for other agents? There aren’t many challenges with selling Hawaii. It’s a popular destination and I have often switch sold clients wanting a Thailand or Bali holiday to Hawaii due to fantastic sale fares offered through the year from Hawaiian Airlines. I always try and upsell my clients to the extra comfort seats for the extra size and amenities, which adds to the experience. I truly believe that a client’s holiday starts at the airport and the experience you have on the flight there is important, as well as the resort recommendations and choices you make for them.
Pacific
LOSe YOURSELF IN THE PACIFIC There are four island archipelagos with water like this in New Caledonia ©New Caledonia Tourism
The South Pacific is home to the world’s most idolised island groups, Craig Tansley explores three of the most iconic…
FIJI
The biggest mistake you can make when considering Fiji for a holiday is thinking it’s just one island. Fiji is actually made up of 333 islands. While the main island of Viti Levu hosts most visitors, there’s options in Fiji that go all the way from Robinson Crusoe castaway fantasies to rock star private islands reachable only by helicopter or seaplane. Families often prefer the convenience of Viti Levu’s Denarau Island or the Coral Coast. Denarau Island is just a 20-minute drive from Fiji’s main arrival point (Nadi), and there’s everything there from international hotel brands to championship golf courses and a marina; though it’s the most congested tourism destination in Fiji. The Coral Coast is only one to two hours away by car (depending on where you’re staying), and there’s a wide choice of hotels here, and many activities and bars by the beach. But the real rewards are there for those who travel just that little further. Inland from the Coral Coast, you can take rafting and jet boat tours into a mountainous hinterland that’s home to locals still living traditionally
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in villages without TV or electricity. While just west of Denarau, take a boat out to the islands of the Mamanucas – home to stunning resorts on their own tiny islands, and some of the world’s best surf spots. Or just a little further north-west, find your own piece of paradise at the Yasawa Islands – islands shut to land-based tourism till just
30 years ago. The beaches are best here. Though there’s gems all over Fiji: like the waterfalls of Fiji’s Garden Isle, Taveuni, or islands lost in time within the Lau group. There’s everything to do in Fiji from golf to deep-sea fishing to mountain climbs; or alternatively, there’s nothing at all: find your own private beach and disappear.
©Fiji Tourism
Pacific
VANUATU Though Vanuatu these days has a sophisticated tourist industry that’s home to several of the South Pacific’s most luxurious private island resorts and hotels, it doesn’t take much to get wild in these islands. There’s 83 islands in the group – once you go beyond the capital, Port Vila (close to your arrival point) life is as it always was. While Port Vila operates at a lively speed with buzzing bars, restaurants and cafes, the rest of the country operates on island time. Locals still live in traditional villages, while on the island of Tanna, barely a 35-minute flight away from Port Vila, cargo cults live in the jungle, worshipping everyone from Prince Phillip to WWII US Army deserters. There’s the most accessible live volcano on Earth there, and beaches offering some of the best snorkelling in the Pacific. Though these days you can stay in unique five-star resorts built in the most isolated corners of Tanna. Likewise, on the northern island of Santo, you can stay at your own five-star private
island retreat, yet locals still come into the main town, Luganville, with machetes and bows and arrows. Look closely and you’ll discover rare treats like Champagne Beach, one of the world’s highest-rated beaches. And the wreck of the SS Coolidge, the world’s best wreck diving site. There’s also experiences to be had here entirely unique to Vanuatu. Take a short
flight from Port Vila to watch men plummet to Earth with vines attached to their legs (it’s where bungy jumping was derived from) on Pentecost Island, or fly right over an erupting volcano on the island of Ambrym next door. Every type of traveller is catered for on Vanuatu – families have plenty of activities and resorts catering for them, but even the craziest adventurist will be satisfied.
NEW CALEDONIA
Considering how close these islands are to Australia (just over 1,200km) it’s a wonder how they slip under the radar of most Australians. As a French territory, it’s more expensive than Fiji or Vanuatu, but the
trade-off is Australians get a unique slice of South Seas France that’s barely two hours from our major airports. Noumea, the capital, in particular is a buzzing centre of French glamour and sophistication, think: cafes serving French treats under coconut trees, and stunning beaches backed by night clubs and bars you’d see on the French Riviera. But the crowning glory of the island group is still its lagoon and reef. New Caledonia is home to the world’s longest continuous barrier reef (it’s only second in overall size to our own Great Barrier Reef) which creates a marine playground for water lovers – a 20,000km2 World-Heritage-listed lagoon which you can charter yachts on, or dive in. Within this protected strip of blue, you’ll find island chains, like the Loyalty Islands. Here islands such as Lifou (and Mare) might be well known to cruise line passengers, but visit when they’re not in port and you’ll have some of the world’s most pristine islands almost entirely to yourselves. There’s four archipelagos to explore here, so the options will keep you busy for weeks. Or book yourself at a luxurious hotel in Noumea and never leave.
©Vanuatu Tourism
©New Caledonia Tourism
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Pacific
New Cal calling Whether you’re after an adventure or just a place to lie back and watch the world go by, New Caledonia has a holiday to suit all ages – and all tastes. Families will love the country’s stunning beaches, where parents can relax while the kids paddle in the shallow turquoise waters. If you’re feeling more daring, the same beaches offer a wide range of activities including kite-surfing and wind-surfing, or you can take a trip inland for some trekking, mountain biking, zip-lining or golfing. Looking to satisfy that hunger craving? The island’s French-inspired fare of baguettes, cheese and wine all come with a unique tropical influence. Think coconuts and sweet potato – oui, sil vous plait! The French archipelago is also a haven for those looking to immerse themselves in the local culture. Experience a tribal homestay, or book a self-drive car tour and explore the farmland along the west coast; it’s a spot not frequented by many Australians so you’ll secure bragging rights if you venture out. Romantics will enjoy the incredible Isle of Pines, with its white sandy beaches and endless views. Located just 30 minutes from Noumea’s Magenta domestic airport, the island is home to New Caledonia’s signature Araucaria Pines – a sign you’re in paradise. For more information on booking contact New Caledonia Travel Connection on 1300 108 625.
Solomon Airlines heads into Lomlom Travellers looking to experience one of Solomon Island’s most remote spots, Lomlom Island, can now fly direct to the destination from Honiara thanks to a new service initiated by Solomon Airlines. The one-hour 45-minute flight departs from Honiara’s Henderson Airport on board a Dash-8 aircraft and will initially operate on a weekly basis, however the airline has flagged plans to increase frequency going forward. “This new service is highly significant for one of the remotest regions of the country, given the potential it holds for both business activities and the development of tourism undertakings,” said Solomon Airlines Manager Commercial, Colin Sigimanu. “We are very excited for this development.”
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Fiji says ‘Bula’ to the world
Tourism Fiji is ramping up its communications and marketing for 2019 with the launch of a revitalised global brand campaign, and brand new website. Building on the destination’s current brand messaging “Where Happiness Finds You”, the new campaign aims to showcase the breadth of experiences available to travellers who visit the country and uses “powerful imagery designed to evoke an emotive response and create real interest”. Produced by Saatchi & Saatchi New Zealand, the new suite of assets have been developed to suit each of Fiji’s global markets and include TV commercial, out-ofhome, digital/online, cinema and social media. Variations have also been created to appeal to families, couples, adventure, and luxury travellers. Chief Creative Officer for Saatchi & Saatchi NZ, Toby Talbot, said the campaign is about bottling the Fijian’s approach to happiness and sharing it with the world. “Everyone who comes to Fiji seems to leave happier… the authentic spirit of the people and the place are what makes it such a uniquely happy place in the world right now,” he said. “Everything we have created is grounded in the extraordinary emotive connection that the Fijian people make with visitors.” CEO for Tourism Fiji Matthew Stoeckel said the relaunch was developed to demonstrate that the Fiji brand goes beyond relaxation. “Fiji is famous for its stunning environment, world-class resorts and of course its hospitality…the new creative assets showcase the wide range of experiences within the destination while continuing to showcase its stunning landscapes and sharing the ‘bula spirit’ of Fiji,” he said. In addition to the campaign, Tourism Fiji is also developing a new website that aims to bring the destination to life by featuring a range of personal stories through blogs and videos.
Romance in the Isle of Pines Open your eyes to the beauty of New Caledonia, from the elegant French city of Noumea to the wonderfully dreamy Isle of Pines. Offering a fascinating combination of sophisticated French style & cuisine mixed with friendly and welcoming Pacific-island culture, New Caledonia is the ultimate lovers paradise.
An entire package to get you there… PACKAGE INCLUDES:
• 5-star accommodation • 3 nights at Le Meridien Noumea • 4 Nights at Le Meridien Isle of Pines • Return international flights with Aircalin • All required domestic flights and transfers Package is inclusive of discounted room rates, and comes with complimentary use of nonmotorised water sports equipment, free entrance to select attractions, and other exclusive bonuses! From
$2,799*PP *Terms & Conditions apply
1300 108 625
info@newcaledoniatravel.com.au www.newcaledoniatravel.com.au
A division of Entire Travel Group
South east Asia
Nha Trang’s culinary delights
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South east Asia
Adam Bishop discovers the delightful range of culinary offerings in Vietnam’s seaside city of Nha Trang.
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n exuberant young man spiritedly signals for me to sidle closer, his manic waving of metallic spatulas tempered by a warm smile I instantly trust. Fretfully brushing past several street hustlers thrusting an assortment of fresh durian fruit in my face, I draw closer to the man’s strange culinary dance, transfixed by a small bright sign pinned to his table advertising “Ice Cream Rolls”. With a brief exchange of polite nodding, the man’s smile promptly disappears behind a wall of steely concentration. Creamy batter is poured onto a cold press before it is hammered at a furious pace by a barrage of spatula strikes, the clanging of metal on metal punctuated by the sprinkling of hundreds and thousands of slices of fresh banana. When the batter can be battered no longer, it is smoothed out and pressed into a colourful Jackson Pollockesque shape before being rolled and served. Handing me my new favourite treat, the vendorturned-artisan looks slightly chuffed, perhaps confident in the knowledge that it will not be the last time I frequent this Edward Scissorhands of chilled confection. Cheerfully, this is no isolated experience on the lively streets of Vietnam’s Nha Trang, home to a never-ending flurry of culinary delights of every ilk, the purveyors of which showcase their specialist cuisine via makeshift street stores that often sprawl onto the city’s stony streets. Food is never pre-packaged, rather it is sliced, diced, skewered, roasted, sweetened and salted in front of your eyes. A pleasant pastiche of aromas gently wafts through the thick moist air, the collective product of seasoned chooks rotating on spits over open flames, fragrant soups being swished around in giant copper pots, and juicy tropical fruit expertly carved up with sharp cleavers en masse with purposeful thrust.
Where the locals go Beyond the plethora of diverse street stalls in Nha Trang, visitors on the prowl for some local treats can also choose from a seemingly endless supply of bricks-and-mortar restaurants and bars. Many of the shop fronts display multilingual signs, testament to the coastal destination’s broad cultural appeal. Unsurprisingly, the frontages with the brightest colours and flashiest veneers tend to offer the most western-style of food, so if it is an exploration of the truly local Vietnamese palate you are seeking, it’s best to take the time to search out where the locals eat. Often these hidden gems are discretely
tucked away up dimly lit laneways or located above unexceptional shopfronts at the end of narrow, coiled stairwells. When these cherished treasures are finally unearthed, you can expect your reward to manifest both on the plate and in your wallet. The top picks on the local’s menu include the country’s signature bun bo xao beef salad dish, a satisfying concoction of marinated wok fried beef, rice noodles, fresh Asian-style lettuce, roasted peanuts and garnished with subtle amounts of fresh chilli. The golden rule with bun bo xao is to give the ingredients a generous stir before you tuck in to ensure the flavours can mingle and deliver the brightest flavour punch possible. Capitalising on the abundance of local tropical fruit, the Vietnamese-style cashew chicken stir-fry served inside the body of a fresh pineapple is another absolute must for food-lovers. Infused with a delectable coconut sauce and layered on a bed of steamed jasmine rice, tender strips of marinated chicken frolic with fresh pineapple chucks, vibrant red capsicum and thin slices of fresh lemongrass stalk. Travellers would be a committing a heinous foodie crime of sorts if they depart Vietnam without consuming ample quantities of the ancient country’s iconic soup, pho. Typically made with either thin slices of chicken or beef, the aromatic broth brims with an ensemble of traditional Asian herbs and spices such as star anise, fresh ginger, Thai basil, coriander, and Saigon cinnamon. A healthy bunch of flat rice noodles are added before being embellished with a scattering of bean sprouts and a splash of hoisin sauce for added zest.
View from the top When the trawling for culinary delights throughout the windy streets and rustic alcoves has your appetite calling for a short hiatus, reward your weary legs with a trip to Skylight’s 360° Skydeck, a restaurant and entertainment space located on the observation deck of the Nha Trang’s tallest building. Open throughout the day and night, there is no better vantage point in which to absorb all Nha Trang’s staggering tropical beauty, the urban sprawl hemmed in on both sides by long golden beaches and lush mountain ranges. During the heat of the late morning, spoil yourself with a traditional iced coffee. Vietnam is one of the largest coffeeproducing nations in the world, so you can always expect the Robusta beans to be freshly ground and bursting with rich nutty and spicy flavours. The chilled incarnation is made by combining crisp filtered coffee with two tea spoons of condensed milk and then pouring over a layer of ice cubes. One vigorous stir and it’s bottoms up. Good morning Vietnam! travelBulletin February 2019
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South east Asia
Thailand to rekindle Aussie attraction
Australia’s love affair with Thailand has been challenged over the last 12 months, a result of increased competition from neighbouring countries in South East Asia as well as reduced air access. “Thailand has always been one of the top five destination for Australia but in the
last 12 months the number of visitors and spend has been quite flat,” Tourism Thailand Director Suladda Sarutilavan conceded. “We received about 800,000 tourist arrivals from Australia last year. Thai Airways has reduced the number of flights from Australia and the seating capacity is also
less, so this was always going to dent the numbers,” she added. Thailand is hoping a number of new attractions such as new local tours, commercial precincts and hotels will help reignite Aussie tourists’ long-held passion for the country affectionately referred to as the Land of Smiles. “There are a number of new local experience tours that visitors from Australia would love,” Sarutilavan said. “Apart from traditional sightseeing tours like our famous temple tours, visitors can now take part in a range of new tours such as cooking, massage, and special family group tours”. Spearheading the list of new attractions is the new mixed-use development Iconsiam which opened to the public in Nov last year. Located on the banks of the Chao Phraya River in Bangkok, the precinct contains a whopping 525,000m² of retail space, a 3,000-seat exhibition hall, the River Museum Bangkok, and a large landscaped riverside park area. The bustling capital also has a swathe of new hotel openings to spruik, headlined by the 171-room Waldorf Astoria Bangkok which opened just before Christmas, and Hyatt Regency Bangkok which also opened for business in December last year.
HaLong Bay gifted aviation gateway Vietnam’s Van Don International Airport became operational last month, located in the Quang Ninh Province which is home to the country’s popular and picturesque cruise destination, Halong Bay. The airport is located only 50km away from the UNESCO World Heritage site, within close 60
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reach of visitors who can now travel to Halong Bay via a 90-minute bus or taxi ride. Previously, travellers would have to fly into Hanoi’s Noi Bai International Airport and make arrangements to undertake a four-hour bus journey in order to reach the destination. The new aviation hub will service
international and domestic flights, supporting the Vietnamese Government’s overarching plan to operate 13 international and 15 domestic airports by 2023. Over the next five years, Vietnam plans to invest at least US$3 billion to build six new airports across the country and modernise existing facilities.
South east Asia
Cruising the magnificence of Myanmar All of the magnificence of Myanmar’s Irrawaddy River is on display throughout Scenic Luxury Cruises & Tours’ 11-day Mandalay to Yangon cruise package. Flying into the old royal capital Mandalay, passengers hop aboard the luxurious Scenic Aura to begin a relaxing expedition down the Irrawaddy, famed for its plethora of rare wildlife which call the lengthy waterway home. The first leg of the journey affords passengers the opportunity to spot the endangered Irrawaddy dolphin, before calling in at the quaint pottery village of Kyuak Myaung. On this stop guests can wander through the streets to observe the many local artisans hard at work honing their traditional clay craft. Heading further south, the cruise stops in at the ancient city of Sagaing, home to a large collection of painted pagodas and monasteries. When exploring this religious mecca passengers can meet and greet
Scenic Aura
with novice monks and nuns before making the short journey to neighbouring Amarapura to relax with an evening drink under the U-Bein Bridge, the world’s longest teak bridge. Other highlights of the trip include
taking in a cultural show in Bagan, watching some cheroot cigars being made, and eating some fresh local produce on a traditional Toddy Farm. Prices for the journey lead in at $6,495pp.
Wendy Wu’s whistle-stop Vietnam tour For those wanting to capture the vast beauty of Vietnam all in one holiday, Wendy Wu’s 12-day Vietnam at a Glance will ensure you won’t miss out on a single bucket list item. The itinerary kicks off in the country’s steamy southern metropolis of Ho Chi Minh City, where a local guide will escort guests into the tropical jungle to check out the Cu Chi Tunnels used by the local troops in the Vietnam War. The visit can be an emotional one for some visitors, however it is undoubtedly an important stop for people interested in exploring the country’s turbulent past. From there the group makes the pilgrimage north to the Mekong Delta to learn more about how the locals live around the tropical river areas, jaunting from island to island and using a combination of motorised boats, wooden vessels and smaller paddle boats. Further up the coast, guests will find themselves in arguably Vietnam’s most charming town – Hoi An. The narrow, ancient streets are occupied by many vendors selling arts, crafts and delicious local street food. Hoi An also brims with a variety of water attractions, from leisurely boat rides down the river, to relaxing in deck chairs stationed on the destination’s white sandy beaches. The whistle-stop tour wraps up in the country’s northern capital of Hanoi, the bustling ancient city bursting with cultural attractions such as Ho Chi Minh’s Mausoleum, the Humble House on Stilts and the ancient Buddhist temple, One Pillar Pagoda.
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Last word
Funnies Flashback We love trawling through the Travel Daily Window Seat archives. Here are some gems from 2009: CUSTOMS officers in Norway were surprised to discover a live alligator in the luggage of a passenger travelling by train from Gothenburg to Oslo. The 75cm reptile apparently belonged to a 22-yearold Norwegian student who said he had bought the “pet” while studying in Poland and wanted to show the folks back home.
interior of a plane, with panicking pax using oxygen masks, while in a second shot a passenger is shown being sucked out of the back of the plane as its tail broke off. During the broadcast a newsreader claimed the photos had been “taken by one of the passengers on the airliner” and had been recovered from the memory of a digital camera. However it turns out the images had been emailed to the station by a prankster, with the TV station forced to issue an abject apology for the blunder.
A SOUTH American TV station has shown dramatic photographs from the TV show Lost, presenting them as images from Air France flight 447 as it went down in the Atlantic on 01 Jun. Reports say the first photo showed the
A BAG of curry powder on an Air India
Sudoku Medium 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.
www.puzzlechoice.com – visit them and get new puzzles every day!
flight last week was so spicy it set off the smoke alarms. The Boeing 747-400 had departed from Mumbai on its way to Frankfurt when a cockpit warning came on about a fire in the cargo hold. The crew activated fire extinguishers and returned to Mumbai where investigating engineers were surprised to find no evidence of smoke or flames. They eventually figured out that the alarm had been triggered by an escape of particles from the 2kg bag of curry powder, which was removed from the aircraft before the plane took off again after a twelve hour delay.
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The Wintergarden
Scandinavian design
The Library
The Living Room
Mamsen’s
Art collection
IT’S ALL IN THE DETAILS Personalised touches create a home away from home The Wintergarden A charming, Scandinavian-inspired space around the main pool, designed for relaxing and indulging in an afternoon tea service.
The Living Room The ideal setting for mingling with fellow guests, this room is adorned with nautical touches, including a clinker-built bar inspired by ancient Viking longships.
The Library Carefully curated by Heywood Hill, an iconic bookshop in London, the books on offer are tailored to suit each ship’s upcoming itineraries.
Nordic Art Collection Every piece of art onboard has been carefully curated. Guests can download a free app and enjoy an informative audio tour.
Mamsen’s Dining The tableware at Mamsen’s is a replica of the china used in the family home of Viking’s founder and chairman, Torstein Hagen.
Lichen Garden Under the atrium stairway is a patchwork garden of lichen and other natural materials from Norway — a reminder of Viking’s Nordic roots.
Scandinavian Design Think clean lines, white suede leather, colourful woven textiles and light woods that evoke Viking’s connection to the natural world.
Bring Your Own Guests can bring their own wine, beer and spirits onboard to enjoy — Viking does not charge a corkage fee.
“I was expecting a very spectacular and gorgeous ship, but nothing can prepare you for exactly how incredible this ship is.” Lou L arsson, Travel Par tners
CRUISERS’ CHOICE CRUISERS’ CHOICE
138 747 VIKINGCRUISES.COM.AU CRUISERS’ CRUISERS’ CHOICE CHOICE