TravelBulletin for July 2015 - Bad agent apples, South Africa, Samoa, Northern Hemisphere Ski, India

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contents

From the managing editor Bruce Piper

COVER STORY

18

smooth criminals

features 42 48 52 58

South Africa Samoa Northern Ski India

monthly 02 08 27 28 30 40 63 64

State of the industry Issues and trends Travel management Business Events News Cruise report Industry in focus Brochures The last word

columns 02 Ian McMahon 06 Steve Jones 09 AFTA View 13 CATO 28 Jill Varley 31 CLIA View

www.travelbulletin.com.au Travel Bulletin is part of the Travel Daily family of publications

ThE Australian travel industry has been in the spotlight this month, and not for the right reasons. Agent collapses, CEO resignations and profit downgrades have provided plenty of media fodder, and as Steve Jones points out in travelBulletin’s cover story, this has reignited the debate about the TCF - despite that horse having well and truly bolted.

Consumer group CHOICE has also weighed in, publishing a somewhat misguided article which “helpfully” points out that travellers would be well advised to ask their agent what happens to their money if he or she goes broke. That’s a good question - but you would have to imagine that it raises some rather fundamental issues of trust.

An honest travel consultant - like the 99.99% of the industry who work hard to fulfil their customers’ dreams - will surely answer the question truthfully. But someone who is dishonest or set on perpetrating fraud would also give all the assurances in the world that their clients’ monies are safe in order to get their hands on the cash.

The collapses this month have confirmed the bottom line is that there are likely to be those who want to do the wrong thing in all walks of life. Previously, with swift TCF payouts, these matters sometimes didn’t come into the public arena. However as evidenced by at least one of the recent failures this also allowed a pattern of bad behaviour to continue over several years, leading to multiple collapses which were formerly funded by the rest of the industry.

It’s also instructive to compare the publicity garnered by CTS Travel and ACE Travel with that from the closure of helloworld member Travel Rockhampton. In that case there was barely a ripple of discontent because the Helloworld Limited Consumer Protection Policy meant customer accounts were immediately taken over by other members of the group, allowing trips to continue without interruption.

Meanwhile, this month’s travelBulletin has seen the addition of a new section linked to our popular MICE industry publication Business Events News. Group travel is a burgeoning area for many agents, so we hope you enjoy getting the latest updates from this sector.

And going forward it’s going to be a big month. The Travel Industry Exhibition kicks off in Sydney on 16 July, with Travel Daily also celebrating its 21st birthday. That all happens just before the National Travel Industry Awards on the 18th - see you there!

This month’s contributors Steve Jones, Guy Dundas, Jayson Westbury, Brett Jardine, Dennis Bunnik, Sean Johns, Brian Johnston, Nina Karnikowski, Rachael Oakes-Ash, Amanda Woods, Kris Madden, Sarah Piper, Jenny Piper

EDITORIAL Managing Editor – Bruce Piper bruce.piper@travelbulletin.com.au Co-ordinating Editor – Louise Wallace Ph: 02 8090 3125 louise.wallace@travelbulletin.com.au Editor at Large – Ian McMahon Ph: 03 9568 4464 or 0414 320 321 imcmahon@travelbulletin.com.au

Advertising National Sales Manager Lisa Maroun Ph: 0405 132 575 or 02 8007 6760 lisa.maroun@travelbulletin.com.au Production Co-ordinator Sarah Piper Ph: 1300 799 220 or 02 8007 6760 sarah.piper@travelbulletin.com.au www.travelbulletin.com.au

DESIGN TEAM Wendy St George, Hannah Power, Sarah Piper FINANCE Jenny Piper jenny.piper@travelbulletin.com.au 4/41 Rawson Street Epping NSW 2121 PO Box 1010 Epping NSW 1710 Australia Tel: 1300 799 220 (+61 2 8007 6760) Fax: 1300 799 221 (+61 2 8007 6769)

travelBulletin JULY 2015

1

state of the industry Gaines signs off

Ian McMahon’s perspective

helloworld on the hunt, again AS the Helloworld board chokes back its disappointment that Elizabeth Gaines will vacate the company’s chief executive chair, it must focus on the search for her replacement.

The composition of that board has undergone one highly significant change since it appointed Gaines to the position 15 months ago. The family company of Spiros Alysandratos, perhaps Australian retail travel’s most savvy operator, once again has a seat at the board table, following the $12 million acquisition of a parcel of shares from UBS, taking the Alysandratos shareholding to just under the critical 20% level.

Peter Spathis, the chief financial officer of the Alysandratos private company, Consolidated Travel, is back as a Helloworld director. Spathis was a director on the Jetset Travelworld board from June 2002 to November 2012 – that is from the time Alysandratos was the company’s majority shareholder through the mergers with Qantas Holidays and Stella that diluted his family’s holding to a minority stake.

After the Stella merger, Spathis was forced off the board because of perceived conflict of interest between Consolidated Travel and Stella’s rival consolidation unit, Air Tickets. The re-appointment of Spathis gives Helloworld, for the first time since

2012, a director with hands-on retail travel industry experience. This is not unimportant for a company with a core business of selling franchises to retail travel agents.

One of the drivers of the discontent that has seen numbers of the company’s top performing agents defect to rival groups and others refusing to embrace the Helloworld brand, has been a perception that those at the top lack understanding of life at the retail travel coal face.

The controversial decision to drop established brands in favour of Helloworld was led by two former airline executives, then chairman Tom Dery and then chief executive Rob Gurney. Both were considered by many retailers to be agentunfriendly in their airline days.

It will be interesting to see if the cultural change of introducing hands-on retail experience at board level is repeated with the appointment of a new chief executive.

Certainly, at least one potential appointee from within the company’s own ranks ticks the right boxes; Russell Carstensen.

Beginning his career with Concorde (now Air Tickets) decades ago, his commercial performance in keeping Air Tickets humming and turning around the fortunes of QBT stands out among the mixed results achieved by Helloworld in recent years.

Helloworld’s recruitment team is again drafting a job description with new KPIs following the shock resignation of CEO Elizabeth Gaines last month.

Stepping down after just 15 months at the helm to “look for other opportunities”, Gaines marks the second chief to step down before hitting the two year milestone, with her predecessor Rob Gurney pulling the pin after 18 months.

Gaines has remained tight lipped on her next step and whether she will remain within the travel industry or pursue opportunities in her former roles in finance. She has also retained her position on the Fortescue Metals Group board of directors as nonexecutive director since 2013.

In an extensive interview with travelBulletin in January this year, Gaines admitted it had been a “challenge” to win the favour of some Australian agents following the merger of Harvey World Travel, Jetset Travelworld and Travelscene American Express. She also singled out the role as the highlight of her career, but it’s no secret that Helloworld’s revenue and earnings have been sliding as the business transformation continues.

Gaines will complete a six month notice period while her job search continues.

ATAS criteria tweak AFTA’s ATAS accreditation scheme has received some minor surgery as details unfolded of the highly publicised collapse of CTS Travel last month, with AFTA ceo Jayson Westbury conceding that the application criteria had to be tightened to minimise the chances of fraud.

As details of the ATAS accredited CTS

business monitor OUTBOUND MARKET

INBOUND MARKET

MAIN DOMESTIC ROUTES

Top 10 domestic city pairs at Mar 2015

Top 10 destinations, Feb 2014

Top 10 sources, Feb 2015

Destination Trend Seasonally Original Trend Trend Jan 15/ Feb 14/ Adjusted

Feb 15 Feb 15

000 000 000 % % New Zealand 105.5 104.8 106.39 +1.0 +5.8 Indonesia 93.4 94.6 68.3 +0.4 +9.4 USA 85.1 83.8 54.5 +0.5 +12.9 Thailand 45.4 44.7 35.7 -0.4 -10.1 China 33.7 36.6 25.4 +0.8 +0.8 Singapore 31.1 31.1 24.8 +0.4 -4.7 Japan 22.3 21.7 23.4 0.0 +12.2 Malaysia 22.7 25.2 21.2 +0.7 -13.6 India 22.8 19. 19.6 -0.6 +7.2 Vietnam 20.1 23.2 18.6 +3.6 +0.9 All outbound 775.0 776.7 554.5 +0.5 +3.9

Source Trend Seasonally Original Trend Trend Adjusted Jan 15/ Feb 14/

Feb 15 Feb 15

000 000 000 % % 76.6 86.6 164.0 +1.1 +18.2 China New Zealand 105.5 106.1 79.6 +0.2 +1.2 UK 55.1 54.2 72.4 +0.7 -0.1 USA 49.1 49.8 61.9 -0.1 +7.0 Japan 27.0 27.4 31.7 +0.6 +0.6 Singapore 30.4 30.8 29.3 -0.4 -3.2 Malaysia 25.5 24.4 27.0 -1.7 -4.3 India 19.7 21.5 23.0 +3.5 +30.0 Hong Kong 16.2 15.0 22.5 -1.9 -6.2 South Korea 18.5 18.5 21.0 +1.1 +12.5 All inbound 592.6 602.8 722.2 +0.4 +4.8

City pair

Source: Australian Bureau of Statistics

Source: Australian Bureau of Statistics

Source: BITRE

2

travelBulletin JULY 2015

Melbourne-Sydney Brisbane-Sydney Brisbane-Melbourne Gold Coast-Sydney Adelaide-Melbourne Melbourne-Perth Adelaide-Sydney Perth-Sydney Gold Coast-Melbourne Hobart-Melbourne

Passengers Passengers % change YE Mar 14 YE Mar 15 (000) (000) 8,254.8 8,402.3 4,435.8 4,429.3 3,231.8 3,325.3 2 580.8 2 569.2 2 216.1 2 270.2 2 202.9 2 146.4 1 768.2 1 818.0 1 810.9 1 783.4 1 686.0 1 762.7 1 388.4 1 433.0

+1.8 -0.1 +2.9 -0.5 +2.4 -2.6 +2.8 -1.5 +4.5 +3.2

state of the industry Travel collapse emerged last month, AFTA moved swiftly to expand the criteria for all new applications. Extra questions have been added to the ‘business and governance’ criteria, with applicants now required to provide detailed information on who has an influence over the business, and whether they have ever been bankrupt.

Westbury shrugged off notions that there were holes in the ATAS scheme at the CATO AGM in Sydney last month, claiming that there is simply no way of keeping “dodgies” at bay.

“If someone fails to provide us with the complete information [about their business when applying for ATAS], then we can’t do anything about it. There is no system anywhere in the world that can keep dodgy people out,” he said.

Westbury also stressed that the current system was still a “far greater” improvement on the Travel Compensation Fund (TCF) which, he claims, blanketed the issue and discouraged affected customers from seeking assistance from the police.

success for ATE15 Industry heavyweights from Tourism Australia, Virgin Australia and Etihad Airways were all smiles at Australian Tourism Exchange (ATE) last month after rubber stamping partnerships worth $80 million over the next five years. Discussing the partnerships in more detail, TA md John O’Sullivan said airlines were “important partners” for the Australian tourism industry to promote the country on the global stage.

Including a $50 million partnership with Virgin Australia and a $30 million MoU with Etihad Airways, the three partners will work together to communicate Tourism Australia’s latest There’s Nothing Like Australia campaign. Coverage will span marketing promotions, and trade and business events.

Victoria’s tourism sector was also centre stage at the annual showcase, with new figures from Tourism Research Australia showing the state saw an 8.9% increase in international visitors last year to 2.1

QF/MU push continues

million. Asia dominated the growth with a 15.2% increase in visitor numbers for the year ending December 2014.

The 36th annual Australian Tourism Exchange (ATE15) saw more than 2500 delegates descend on the Melbourne Convention and Exhibition Centre from 21-25 June to feature the latest Australian product to buyers from over 30 countries.

Pictured are Etihad Airways VP Asia Pacific South & Australasia, Lindsay White; Tourism Australia MD, John O’Sullivan; and VA Chief Customer Officer, Mark Hassell.

Qantas and China Eastern are again throwing the ball in the ACCC’s court on the proposed QF/MU alliance, with MU announcing it will ramp up services between Shanghai and SYD/MEL before the year is out if the alliance is given the green light.

The ACCC has so far indicated it will reject YEAR ENDED MARCH 2015 the proposed venture on the basis that the Chart I International Passengers - March 2013 to March 2015 airlines would have the Carried power (thousands) to raise prices flagged plans to operate seasonal flights and cut services on the popular Sydney to 1950 between Shanghai and Cairns from January.

Shanghai route. But in aINBOUND bid to get the ball OUTBOUND 1700 But in a joint submission to the ACCC, the rolling, the airlines have confirmed plans airlines stressed that such plans would not to move to double daily A330 flights on the 1450 occur if the ACCC fails to ease its opposition Shanghai/Sydney and Shanghai/Melbourne 1200 to the proposed alliance. routes by November. China Eastern also

The statement also alluded to further “opportunities” to introduce other services to China – such as Perth to Shanghai - but again insisted that the expansions would not occur Continues over page

950

business monitor

Chart II

International Passengers by Major Airlines - Year ended March 2015 Qantas Airways, 15.7% Others, 26.5% Emirates, 9.7% Thai Airways International, 2.5%

Singapore Airlines, 8.6%

AirAsia X, 3.9% Malaysia Airlines, 4.3% Cathay Pacific Airways, 5.0% Air New Zealand, 7.4%

Mar-15

Jan-15

International passengers by major airline – year ended Mar 2015

Feb-15

Dec-14

Oct-14

International Air Market Share

Nov-14

Sep-14

Jul-14

Aug-14

Jun-14

Apr-14

May-14

Mar-14

Jan-14

Feb-14

Dec-13

Oct-13

Nov-13

Sep-13

Jul-13

Aug-13

Jun-13

Apr-13

May-13

Mar-13

700

DOMESTIC AIR MARKET – March 2015

Total pax carried Revenue pax kms (RPK) Avail seat kms (ASK) Load factor (%) Aircraft trips (000)

Mar Mar 14 15 4.79m 4.83m 5.53bn 5.56bn 7.40bn 7.32bn 74.8 75.9 53.8 54.9

Source: BITRE * Percentage points

Domestic On Time Performance – April 2015

Departures on Time Arrivals on Time Cancellations No. % No. % No. %

Jetstar 5,521 Qantas 8,126 QantasLink 8,027 TigerAir 1,710 All Airlines 39,520

Jetstar, 8.6% Virgin Australia, 7.8%

Growth Yr to Yr to Growth (%) Mar 14 Mar 15 (%) +0.8 57.74m 57.35m -0.7 +0.5 68.05bn 67.61bn -0.7 -1.0 89.06bn 88.67bn -0.4 +1.1* 76.4 76.2 -0.2* +2.1 644.5 642.2 -0.4

76.6 5,616 77.9 87.9 7,952 86.0 81.7 7,808 79.5 80.8 1,671 78.9 83.9 38,755 82.2

138 136 249 11 798

1.9 1.4 2.5 0.5 1.7

Source: BITRE Table I

International Passengers by Uplift/Discharge City Pairs (a)

Foreign

Australian

Year ended

Year ended

Year ended

% of

% Change

Port

Port

March 2013

March 2014

March 2015

Total

2015/14

travelBulletin JULY 2015

3

state of the industry Continues from previous page without the ACCC’s approval.

Qantas also plans to sweeten the deal by relocating its Shanghai operation from Terminal 2 to Terminal 1 to slash connecting times for flights between Sydney and Beijing by 2 hours 10 minutes.

The ACCC is yet to issue its final decision.

Another profit dip for FLT investors responded quickly and sharply to Flight Centre’s latest profit downgrade, with shares dipping over 20% within hours after the group estimated a pre-tax underlying profit between $355m and $365m in the year ending June 30, 2015.

Marking the second profit downgrade in six months, the latest announcement saw the company’s market value decrease by $595m as Flight Centre md Graham Turner announced its Australian operations remain more sluggish than the norm.

A far cry from the 8.5% compound annual growth in Australian leisure turnover over the past five years, sales growth is trending at around 2.7%. Flight Centre flagged “solid” profit growth in the international business, but conceded that the domestic arm of the business would “not achieve its normal growth trajectory”.

But Turner remained upbeat, with healthy airline competition suggesting that the next 20 years will represent a “Golden Era of Travel”.

MH cuts continue malaysia Airlines made no secret of its struggles as it transitions to a “new” rebranded airline in September, with staff and

routes put on the chopping block last month.

Daily services from Brisbane to Kuala Lumpur will be cut from 9 August, with its Perth service will be culled from 12 weekly to daily from 15 Aug. Six thousand staff have also been let go as the airline admitted operations were currently “too big”.

Services in its Asian network have also been drastically reduced or cut all together.

MH is offering refunds to all affected passengers, but management has doused rumours the “new” airline will suffer the same fate, insisting it’s “business as usual” for now.

No go for Jetstar HK it’s back to the drawing board for Qantas after Chinese authorities knocked back the airline’s bid to operate low cost flights with Jetstar Hong Kong.

Jetstar group ceo Jayne Hrdlicka conceded the airline had underestimated the difficulty of gaining regulatory approvals after the Hong Kong Air Transport Licencing Authority denied the venture because HK was not the airline’s primary place of business.

The knock back is a blow for Macau casino tycoon Stanley Ho who reportedly paid $85.7m for a third of the airline in 2013 to set up the carrier in HK. It also throws a spanner in the works for QF, with Jetstar Hong Kong forming a central part of the airline’s Asian growth strategy.

But Cathay Pacific and Hong Kong Airlines are pleased at the ruling, having previously contested the proposal on economic grounds.

While regulators were conclusive in their ruling, Jetstar HK ceo Edward Lau insists that the airline’s principal place of business is HK and has not ruled out the prospect of appeal.

HEADLINES 25 May Helloworld web share up 25 May Luxury lounge for Air NZ 26 May NTA set for restructure 27 May Airline market shares shift 27 May Canadian Tourism Comm rebrand 28 May OTAs jack up commission 28 May Canada independent spike 28 May Qantas China competition 28 May Aus room supply falling 01 June Flight Centre AirAsia deal 02 June Brand USA/Expedia tie-up 03 June No Aussies on Yangtze ferry 03 June Lufthansa applies GDS fee 04 June US Europe disruption plan 04 June ATAS criteria strengthened 05 June AA/DL/UA faction ‘insane’ 05 June Sabre heads in the cloud 09 June Qantas to join NDC trial 09 June Air NZ, Air India to c’share 10 June AA returns to Australia 11 June Creative adds on request 12 June Feb China arrivals surge 12 June AA/QF seek ‘equal footing’ 15 June Trafalgar into Myanmar 15 June No passport for Norfolk 16 June MU double daily SYD/MEL 16 June Fiji tourism set for growth 17 June NT revamps govt travel 17 June Melbourne hotel school 18 June Qantas Hols transforms TRIP 18 June Pilot for 10 year China visa

business monitor INTERNET AGENCY MARKET SHARES

Week ending 30/05/15 ranked by visits Rank Company Market share

Rank

W/E 30/05/15 W/E 28/04/15 W/E 28/03/15

1 Webjet 14.96 2 Expedia 9.51 3 Wotif.com 9.29 4 Flight Centre 8.03 5 Skyscanner Australia 5.79 6 Lastminute.com.au 3.79 7 Velocity Frequent Flyer 2.60 8 www.luxuryescapes.com 1.69 9 Helloworld 1.60 10 STA Travel Adventure 1.57

1 2 3 4 5 6 7 13 10* 10*

* Equal Source: Experian Hitwise Australia – www.hitwise.com.au

4

Rank

travelBulletin JULY 2015

1 2 3 4 5 6 16 10 9 12

INTERNATIONAL AIR ROUTES Top 10 city pairs (at March 2015)

City pair

Passengers YE Jan 14

Passengers YE Jan 15

% of % change total 14/15

Auckland-Sydney 1,452,792 1,501,069 4.5 +3.3 Singapore-Sydney 1,363,408 1,373,861 4.1 +0.8 Singapore-Melb 1,103,820 1,159,112 3.4 +5.0 Auckland-Melb 1,003,318 1,066,166 3.2 +6.3 Singapore-Perth 1,029,780 1,021,888 3.0 -0.8 Auckland-Brisbane 883,871 935,923 2.8 +5.9 Hong Kong-Sydney 921,635 920,665 2.7 -0.1 Los Angeles-Sydney 900,393 904,533 2.7 +0.5 Kuala Lumpur-Melb 848,875 899,006 2.7 +5.9 Denpasar-Perth 849,770 897,610 2.7 +5.6 Top 10 city pairs 10,357,662 10,679,833 31.8 +3.1 Other city pairs 21,490,423 22,944,401 68.2 +6.8 ALL CITY PAIRS 31,848,085 33,624,234 100.0 +5.6 Source: BITRE

AUSTRALIAN AIRPORTS

International passenger through Australia’s major international airports – Mar 2015 Airport

Passengers Passengers % of % change YE Mar 14 YE Mar 15 total 15/14

Sydney 13,097,072 13,456,757 40.0 +2.7 Melbourne 7,461,006 8,285,046 24.6 +11.0 Brisbane 4,726,027 5,090,414 15.1 +7.7 4,001,256 4,170,534 12.4 +4.2 Perth Adelaide 846,522 961,914 2.9 +13.6 Gold Coast 870,738 868,085 2.6 -0.3 Cairns 484,022 468,342 1.4 -3.2 Darwin 341,365 301,254 0.9 -11.8 Norfolk Island 11,672 11,640 0.0 -0.3 Sunshine Coast* 8,405 10,248 0.0 +21.9 All Airports 31,848,085 33,624,234 100.0 +5.6 * Sunshine Coast operated scheduled services from July 2013-Sept 2012, June 2013-Oct 2013 and June 2014. Source: BITRE

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Steve’s Say

unity crucial to industry success

By Steve Jones They are the stories that have newspapers and TV networks rubbing their hands.

The elderly couple planning one last overseas adventure, the struggling family who saved for years for their dream holiday, the high school sweethearts excitedly looking forward to their first trip to New York.

They are not, of course, particularly eye catching tales in their own right. What elevates them to public interest status is that all of them – the pensioners, the cashstrapped family, the young couple – were all robbed of their holiday because of supposedly duplicitous travel agents.

A Current Affair has had a field day.

As travelBulletin reports in this issue, the recent spate of failures has, predictably, reignited debate over travel industry regulation and the financial protection of consumers.

But as AFTA chief executive Jayson Westbury rightly says, if an individual is intent on wreaking havoc, they will do so, irrespective of the regulatory structure.

No jurisdiction can stop fraudulent behaviour for the fundamental reason that fraud is concerned with conning people, deliberately circumventing laws and regulatory structures. Fraudsters, by their very nature, just don’t play by the rules.

The difference now, of course, is there is no central scheme to refund consumers who have been stung. Together with the print media, A Current Affair, and other programs like it, are perfectly entitled to throw the spotlight on allegedly unscrupulous

behaviour, even if it hurts the reputation of the overwhelming majority of the retail sector who are honorable, trustworthy and, rather importantly, not about to shut up shop.

Such emotional stories of broken holiday

12 months ‘intoWetheareNew World of

deregulation, so maybe now is a good time to draw a line in the sand, put differences aside and work together to ensure the rogues out there do not capture the headlines

’

dreams are cannon fodder for journalists.

An elderly couple who lost their fridge because a supplier did a runner just doesn’t cut it. Pensioners conned out of their dream holiday? That’s more like it.

Has damage been inflicted on the reputation of agents? I don’t believe so – not yet. But alarm bells are ringing, and ringing loudly, because that’s far from the end of it.

I disagree with AFTA ceo Jayson Westbury’s assertion that such programs will actually benefit the industry as they will expose, and weed out, travel’s mercenaries.

Yes, people have short memories and three segments on A Current Affair will not

immediately erode our faith in travel agents.

But this isn’t about the next six, 12 or 24 months. It’s the longer term, the danger of a slow, gradual erosion of trust that is the big danger. Death by a thousand cuts to coin a phrase.

What is clear is the need for the industry to get on the front foot and work collaboratively to combat the negativity.

We are 12 months into the New World of deregulation, so maybe now is a good time to draw a line in the sand, put differences aside and work together to ensure the rogues out there do not capture all the headlines.

Meanwhile, the Council of Australian Tour Operators (CATO) is about to enter a new era. And what a great opportunity it has to reinvent itself.

At its AGM last month, Bunnik Tours founder and managing director Dennis Bunnik was named chairman, replacing Rod Eather, with other fresh blood on the committee including Greg Carter from Chimu Adventures as vice chair, replacing Trevor Fernandes.

With no disrespect to Eather, or any other CATO stalwarts, Bunnik represents a younger, more modern, progressively-minded breed of wholesaler who could just be the man to transform the council from its current club mindset into a more strategically-focused body.

As we all know, the industry has been hugely disrupted in recent years, and with that must come a new way of thinking.

New energy, ideas, and a less wistful view of the good old days could be the combination to ensure CATO retains its relevancy and usefulness to its loyal members.

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issues & trends

Lufthansa gds fee likely to stick

Lufthansa is unlikely to step down on plans to charge a 16 Euro fee for product sold through the GDS, with LH boss Carsten Spohr standing his ground on the bold move at the IATA agm last month.

Lufthansa last month announced the surcharge as part of a new commercial strategy aimed at pocketing a greater portion of revenue of ticket sales which have been “compromised over time”. In a statement released last month, Lufthansa claimed that the airline is now paying “three digit million Euro” in GDS charges, with the traditional channel costing “several times higher than other booking methods”.

The fee will apply for every first ticket issue for LH, Austrian Airlines, Brussels Airlines and Swiss International Airlines flights from 1 September, but not for tickets purchased via the websites of the individual carriers.

At a media event in Sydney last month, AFTA ceo Jayson Westbury said the carrier appeared unlikely to waive the fee which has received criticism from agents and TMCs across the globe. To the contrary, he said Spohr was rewarded by a standing ovation at the IATA agm from attendees – including airline chiefs – who considered it a “courageous” move.

Spohr has openly expressed his

disappointment with GDS technology, claiming customers are “not happy with what they get...we don’t have enough of the profit in the value chain. Others in the industry have more,” he told the agm in Florida.

Other airlines reportedly shared his view, and a poll of IATA members showed that most carriers would “consider” following Lufthansa’s lead. But it remains to be seen whether they will, in fact, follow suit.

The topic has come to the foreground before, with Northwest Airlines rolling out fees on agency bookings made through a GDS back in 2004. However, just 10 days after announcing the move, the airline backed down following staunch criticism from GDS companies and travel agents who claimed they would shift bookings from the carrier.

Lufthansa general manager Australia Anil Rodricks conceded that the fee has ruffled the feathers of agents and TMCs, but told travelBulletin that “GDS costs are high and need to be factored into the distribution chain”. Heralding the fee as a necessary step for the airline, he denied that the level would be a competitive hurdle for LH. He added that agents were more concerned about the implementation of the levy and repercussions for customers than the fee itself. “We have assured the trade that the implementation process will be advised well in advance,” he concluded.

Eather farewells wholesale Outgoing Council of Australian Tour Operators (CATO) chairman Rod Eather delivered a bleak view of the industry when officially stepping down from the post last month, claiming that travel “isn’t the fun game it used to be anymore”.

Making his final address at the CATO annual general meeting in Sydney, Eather briefly touched on his decision to wind up Beachcomber Tours as a wholesale brand and step into the representation market with a new business, Beachcomber Hotels.

“This is a transition for me, but it’s exciting. I’ve gone from having a 400sqm office full of staff, to just me, with a completely different business,” he said, noting that Beachcomber Tours had lost a sizeable portion of its business to internet sales.

Eather also commented on how the industry has changed over the years, claiming the shift had prompted him to follow a different path. “There has been a lot of bloodshed over the past few years.

It’s sad actually. We’ve had gulf wars, terrorist attacks, tragic plane crashes, and some wonderful introductions with the internet. Then we’ve had changes like wholesalers dealing direct with the public, and challenges like OTAs. “Travel isn’t the fun game it used to be, it just ain’t like that anymore.”

8

travelBulletin JULY 2015

Dennis Bunnik and Rod Eather

Eather also stressed the need for a shift in consumer perceptions towards service rather than cost. “The travelling public are trained to look for the cheapest deal, but we need to train them, because cheap is only good until something goes wrong,” he said.

Eather has been succeeded by Bunnik Tours managing director Dennis Bunnik who this month contributes his first travelBulletin column as chairman (see page 13).

issues & trends

AFTA view

“Freedom is knowing that I can connect anywhere and on any computer.”

Jayson Westbury, chief executive AFTA

atas hits goals in first yr As we come to the end of the 2015 financial year, it is a time to reflect on how the first six months of this year has gone for the travel industry.

There does appear to be a spring in the step of the industry from all reports and this is pleasing. Alongside this is the fact that Australian consumers appear to be looking more positive with the latest consumer confidence indices showing uplift in confidence. These are all good signs that the next six months should continue to be strong for the travel industry.

For AFTA, it is also the month when we release our Annual Report and I am very pleased that AFTA has also managed to have a reasonable year off the back of an action packed agenda with a wide range of issues being addressed.

ATAS will turn one at the end of this month and this will see us start the 12 month review of ATAS that is required under the charter. The review will include a process to allow industry and other stakeholders to submit their views and opinions on the current scheme, and we look forward to receiving this information. ATAS has done very well in its first year of operation and there is no doubt the scheme and AFTA will continue to enjoy the overwhelming support of the agency community in Australia.

The numbers of agents that have joined ATAS over the past 12 months has seen the membership numbers of AFTA also lift from the previous year. We have also started the renewal process, and looking at the number of agencies that have commenced this process, it is clear that ATAS is adding value to the industry.

There have been a couple of bumps along the way with several agencies (not all ATAS accredited) falling foul of their obligations, and in some case finding themselves before the police for their actions. All of these challenges were expected and the ATAS plan which was implemented has done a good job in addressing some of the questions that have been raised.

Further improvement in anything new is always to be expected and the review will assist in this process.

The new de-regulated arrangements were never going to be able to fix all the problems, certainly not within 12 months. Importantly, the reputation of the travel agent is firmly intact and improving as the ATAS messages get out into the broader community. The travel industry, like all industries, will have the occasional bad egg but what is important is that the agency community has a strong, robust and well resourced body to address concerns, respond and elevate the standards of the industry into the future.

Lisa Metzl Personal Travel Manager, TravelManagers Australia

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issues & trends

To Fee or Not To Fee

By Kris Madden

O

ver the past decade, falling commissions, shrinking margins and the rise in the number of customers choosing to make their own travel arrangements online has made a large dent in the revenue streams of bricks and mortar agencies.

Against this backdrop, and fuelled by tough economic times, Australian travel agencies have been forced to find alternative ways of making money. Charging fees for services such as hotel bookings and airline tickets have been adopted by many in the industry, but it seems that charging purely for advice has been slower to catch on.

However, some savvy agents are turning to the one revenue model that enables them to determine their own margins; professional fees. Unlike traditional transaction fees, agents who embrace a professional fees model are charging for their brainpower.

“As is the reality in every other service based industry, it has become imperative for travel agents to charge for their expertise and time,” says Carole Grassby, director of Sydneybased independent agency Travel on Q. “In the past few years, airlines have been steadily reducing their commissions to agents so that they pay at most 5% to zero commission on domestic Australian, South 10

travelBulletin JULY 2015

pacific and inter-European flights.

“As a consequence of these changes, agents have had to move towards a consumer-pays system of reimbursement.

Like any other small business, we have overheads which have not been reduced.

“We advertise our fees and explain them to our existing and prospective clients. Most are happy to pay as they know that our fee

travel agents are ‘wellGoodtrained professionals

and deserve to be paid for their enormous amount of expertise and knowledge like any professional

’

covers pre, during, and post travel advice and support,” says Grassby.

Travel on Q charges $75 for the first hour, or part thereof for an initial consultation, with a further consultation and written itinerary preparation charged at $125. Fees are deducted from the final account for bookings over $5000.

“Good travel agents are well trained professionals and deserve to be paid for their

enormous amount of expertise and knowledge like any other professional,” she says.

One agent, who asked to remain anonymous, said: “Bricks and mortar agents offer a far different service than websites, and just like the service H&R Block offers on their accounting ... it’s no different in travel.

“I’d rather lose a so-called potential customer who is never going to book with us than keep hoping that one day they will make a booking, knowing full well that there are tour operators who have no qualms about selling directly instead of referring the customer to the travel agent.

“The purpose of the management fee is not to gouge money from a client, but to stop people using travel agents as an information bureau. For decades travel agents have offered a free service, but consumers must realise that it’s an old business model, and that if you want service, you should expect to pay for it.”

Supplier revenue doesn’t cover the time the travel agent spends providing the service to the customer. FITs are the perfect example of how irrational the commission model has become. They can take hours of time, but many of an FIT’s components generate no commissions, small commissions or irregularly paid commissions.

The American Society of Travel Agents (ASTA) reports that more than 60% of its

issues & trends members charge for planning FITs. In the US, fees are already accounting for between 10% and 50% of revenue, and that share is widely expected to grow in the future.

Some agents who are not charging such consulting fees cite reasons such as customer resistance to pay, difficulty in processing and collecting the fees, staff resistance, or simply that they are not sure how to introduce them.

The experience from the US shows that once travel agents overcame their initial hesitation to charge professional fees, they quickly discovered that the implementation of such fees did not result in a loss of clients.

On the other hand, shifting to the professional fees model is not simply a matter of owners telling agents to do so.

It requires preparation and training. First, agents have to recognise their value.

Professional fees can often also result in higher self-esteem for agents who embrace the model because it attracts only clients who value the retailer’s knowledge and professionalism, according to ASTA. If you decide what your consulting fees are, you are sending a message to your clients telling them what your time and expertise are worth.

Fees can be tailored to suit individual customers. This helps travel agencies target their customers with tailored services based on their past purchasing patterns, and to identify services for which customers’ willingness to pay is greater.

In today’s highly competitive industry, agencies must find new revenue streams to stay ahead of the game. Perhaps it is time for the industry to move into the professional realm of accountants, health providers and management consultants and charge for their true worth, rather than risk financial future to the whims of a supplier board room.

The purpose of the ‘management fee is not

to gouge money from a client, but to stop people using travel agents as an information bureau

’

issues & trends

QBT embarks on next phase QBT is no stranger to shaky ground, failing to make a profit for over three decades. But QBT group general manager Russell Carstensen has heralded the Whole of Australian Government (WoAG) contract as a new chapter for the business that will open new doors for the Helloworld-owned TMC. The four-year contract, which officially came into effect at the end of last month, sees QBT replace five TMCs to become the sole provider of travel management services for the government’s entire operations. Discussing the deal at an intimate round table event with Amadeus managing director Tony Carter, Carstensen candidly spoke of the company’s struggles, claiming that QBT was on the brink of collapse before he took over operations three years ago.

“QBT hadn’t made a profit for 36 years and we were worried if the business would survive,” he said, adding that it would have Russell Carstensen, general been “hard to stay in the game” manager QBT group without securing the WoAG contract. Marking the largest travel contract ever awarded in the history of Australia, he said the deal was “ground zero” for the reformed QBT. The past three years have signalled some major changes for the TMC including a management shuffle and a “massive overhaul” to turn the business’s balance sheet around. Coming off such a transition, Carstensen said the industry was surprised when QBT won the contract, trumping a number of big players who participated in the tender including HRG, Flight Centre, CWT and American Express.

He also insisted that QBT won the tender on its own merits: “There is some talk in the industry that we were the cheapest [tender], but we won because we were the best value and could provide services that other TMCs couldn’t ... No one thought we were in the game, but we just got on with the job. It was a shock.”

Commenting on why the government went with QBT, Carstensen said automated booking tools which were developed in conjunction with Amadeus were a key factor, along with compliance and proper

No one thought we ‘were in the game, but we just got on with the job. It was a shock

’

Left, Russell Carstensen general manager QBT group with Tony Carter, managing director of Amadeus

governance. In a thinly veiled reproach of other TMCs, Carstensen said transparency was crucial in landing the deal, adding that QBT was happy to “open the books” to the government.

“Transparency will be the next big thing in the industry, and other TMCs will be worried about it. The smoke and mirrors in the industry is surprising – and that’s across the entire industry,” he told travelBulletin.

Looking forward, Carstensen is ambitious, claiming he would like QBT’s business to increase five-fold within the next five years. “We want to be back in the game. It doesn’t take an American company to be the best in the world, and we can be,” he said. He also acknowledged that the business would have to rebrand “at some point,” with QBT no longer directly aligned with Qantas. “We will probably have to rebrand as the Q is no longer relevant, but that is not our focus at the moment,” he concluded.

Insight USA program goes all-inclusive All inclusive itineraries have proven to be a popular option for Insight Vacations in Europe, with the operator last month opting to follow suit with its USA and Canada trips.

Insight rolled out all-inclusivity across its entire Europe portfolio last year, with tours tweaked to include breakfast, evening dining, transfers and all touring experiences.

Relaxed morning starts were also introduced in response to customer feedback.

Speaking with travelBulletin, Insight Vacations managing director Joost Timmer said the move received an “overwhelmingly positive” response from customers, making

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the decision to implement the changes to its USA and Canada program a natural progression. “Travellers are spending more on holidays and there is now an expectation to have more inclusions, so we have reduced optional add-ons and added personalised inclusions,” he said.

Timmer added that high end product was a key focus for the operator, with “nothing less than five-star” for the new Luxury Gold itineraries outlined in the 2016/17 USA, Canada and South America brochure.

He added that the move to launch into South America was a strategic decision to

“test the waters” of the destination. Just one tour to Peru is included in Insight’s latest program. “We are just trialling it for now, but Peru is in line with our market and we are interested to see how it goes for USA and Australian visitors,” he said. The 12-day Treasures of the Incas Luxury Gold escorted tour is priced from $8075 with departures scheduled from February to May, 2017.

issues & trends

CATO view Dennis Bunnik, chairman Council of Tour Operators

a united industry delivers the best results The opening line of this column is designed just to grab your attention so that you’ll read on. Hopefully it has worked because there was really no way that I could encourage anybody to read an article that contained the words Annual General Meeting in the first line.

CATO held its AGM in Sydney on the 17th of June where we bid farewell to three long serving committee members including the chairman of the past five years, Rod Eather. The other two retiring members were Trevor Fernandes and Sarah Anderson.

Last year CATO started on a journey to redefine its future.

This included surveying members on a range of issues, and in August CATO will see the new committee locked away for a day of strategic planning. Sounds riveting doesn’t it!?

So what’s the purpose of it all?

The reality is that this industry works best when all three sectors of the industry are strong and united. We need a strong airline sector to open up new destinations and ensure there is plenty of capacity.

We need a strong wholesale sector to develop and provide exciting product and holiday experiences. And we need a strong retail sector to bring it all together and connect customers with their dream holiday.

So where does CATO fit into all of this? As the representative body of the wholesale sector we represent the tour operators, wholesalers and national tourist offices that create the product that forms the basis of fantastic holidays. But we need to work harder, and as a sector we need to become stronger to avoid the dream holidays of Australian travellers turning bad.

There are more people travelling than ever before which is a good thing. However in an era of globalisation there is a real risk that the products for sale become as generic as the fruit toast sold in every café in the country. Australian travellers deserve to have the very best holidays experiences there are. To do this we need a constant supply of new and innovative travel product specifically designed for Australian travellers. And that’s where CATO members come in. Our members range from the smallest niche operator to some of the biggest names in travel, but they all have one thing in common: they design holidays for the Australian traveller, and that’s worth supporting.

As a committee we see a very bright future for the wholesale and product sector of the industry and we look forward to working with our colleagues in retail and aviation to keep Australians travelling.

I know you all love a good strategic plan and we’d love your input in developing ours. Send me your ideas and I’ll make sure they are raised during the process. n dennis@bunniktours.com.au.

“It’s now much easier to respond quickly to my customers and get more from my day.”

Leisa Burdette Personal Travel Manager, TravelManagers Australia

This industry ‘works best when

all three sectors of the industry are strong and united

’

travelBulletin JULY 2015

13

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13

issues & trends

Lang signs off after fifty years

T

he world has come a long way over the past 50 years. Rewind the clock to 1965 and cigarette advertising had just been banned from British television, the Vietnam War was well under way, and the civil rights movement was in full swing in the US. It also marked the beginning of a long and prosperous career in the travel industry for Simon Lang who took home his first pay packet with P&O Orient Lines in 1965. Lang, who is hanging up his boots later this month, has seen the industry evolve from the very beginning. And any career spanning five decades is worthy of reflection.

Lang’s foray into travel was like many others – far from seamless. With a Scottish father who was a decorated soldier, he dabbled in army matters in his formative years but found himself on a boat to Australia at the age of 19, making the 6.5 week boat trip from Southampton to Melbourne. Arriving with less than 20 pounds in his pocket, Lang soon landed a job with P&O Orient Lines after “pulling a few strings” with people in the right places. “I somehow got an interview with the top directors and got a letter one week later I had been accepted for the job. But to this day I don’t know what I had been hired to do,” he recalls.

Lang assisted with cruise berthing and even played the bagpipes to entertain customers during the boarding process. “We had a great time doing all sorts of jobs that don’t exist today. HR departments wouldn’t allow people to do today what we did back then,” he quips.

He later transferred to Queensland with P&O and went on to join Ansett’s overseas department several years later. He also moved to Ansett’s retail operation – Traveland – where he grew the brand’s franchise operation to include more than 80 outlets across the state.

Lang poured an impressive 28 years of service into Ansett and Traveland before the company went down in colossal fashion in 2001. But not ready to throw in the towel of his working life, he was soon picked up by Travellers Choice with the challenge of expanding the group’s network into Queensland – a role that he considers to be the “finest of his career”. “I can genuinely say I have left the best till last. It has been an absolute privilege to bring the company to Queensland,” he says.

Needless to say, the travel industry has come a long way since 1965 and the evolution of telephones, the internet and central 14

travelBulletin JULY 2015

Left, Simon Lang, a man of many talents; and right, travel in the early days

In those days we travelled to all corners of the world and never paid a cent. If flights were full, we got to sit up in the cockpit

‘

’

reservations systems has transformed the landscape. As Lang recalls, the early years were a far cry from modern day travel. “We had a completely manual reservation system, long distance contact was done by telegrams, and the fastest way of communicating was by Telex,” he says. The largest aircraft was a 707, travel to London involved up to five stops, and airport security was also decades away.

But Lang says the game changed in the mid-70s with the rise of Boeing 747s which changed how people travelled and saw the introduction of cheaper mass transportation.

Travel agency chains also emerged in Australia which changed how consumers booked travel and opened the doors for more people to consider travel as a career. Lang says free travel perks also thinned out in the 70s, and the industry has become more complicated ever since.

“In those days we travelled to all corners of the world and never paid a cent. If flights

were full, we got to sit up in the cock pit. For many years, things were so simple. It was an uncomplicated industry where we worked hard and played hard,” he says.

Reminiscing on the past, Lang says the evolution of the internet has completely transformed the travel industry and made working around the clock a hard reality.

“Phones and emails have changed everything and there is now an expectation to respond immediately,” he says. But while the pace has changed, he says today’s opportunities are greater than the days of old.

“There is certainly a great future for travel agencies going forward. I know there’s been a lot of discussion about this, but there is a strong outlook ahead,” he says. However, much like the industry has changed over the past 50 years, he says more change is on the horizon: “Bricks and mortar outlets have to think outside of the box to survive and prosper. They need to come up with new ideas like group tours, and they need to go online. You have to develop your own client base, but you need to have some sort of plan going forward to get passengers to come to you other than the internet.”

Lang says agencies will continue to evolve, much like the industry has in the past. But for now, he’s turning his focus to helping his two sons build their news agency business into a successful online venture.

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issues & trends

Magical celebrations for disney

By Jenny Piper

W

hen Walt Disney had a dream to create ‘a place for people to find happiness and knowledge’, everyone thought he was mad for purchasing 65 hectares of orange groves in Anaheim. Sixty years on, his vision has proven a roaring success, with more than 700 million visitors from over 200 nations visiting what has been coined as the ‘Happiest Place on earth’.

Last month saw the 60th anniversary party kick off with three days of celebrations for key Disney partners from across the globe.

The party will last 18 months as Disneyland Resorts celebrates 60 years of growth from a single theme park to one of the world’s most iconic destinations comprising three hotels, a shopping, dining and entertainment precinct, along with two spectacular theme parks – Disneyland and Disney California Adventure Park.

As part of the Diamond Celebrations, the resort has introduced a range of new nighttime spectaculars including the ‘Paint the Night’ parade and ‘Disneyland Forever’ fireworks at Disneyland. Also new is the ‘World of Colour – Celebrate’ show at Disney California Adventure.

Several attractions have been refreshed, with the Matterhorn Bobsleds now featuring a more exciting and ferocious ‘Abominable Snowman’. Peter Pan’s Flight also boasts new special effects, and the Sleeping Beauty Castle is now adorned with 100,000 blue glass crystals.

With Australia representing the largest international market for Disney Resorts outside North America, now is the perfect time for Aussies to book and travel, and to be part of the Diamond Celebrations. Visitors can partake in everything diamond, from themed food including Diamond Celebration cupcakes and drinks, to new entertainment and over 500 ‘Diamond’ merchandise items. Even Mickey has a sparkling new Diamond Celebration costume.

Qantas and Disneyland Resort have partnered to offer an anniversary incentive which gives travel agents the chance to win a trip for four to Disneyland. The prize includes flights, accommodation and park tickets. Book and ticket any Qantas flight along with a Disneyland booking before 31 July 2015 to be in the chance to win.

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Cover

Tales of dodgy travel businesses have circled the media in recent months following a spate of collapses and alleged crooked behaviour. The topic came to a head with a little help from A Current Affair, but the claims have triggered widespread concerns about whether the image of travel agents has been tarnished. Steve Jones takes a closer look.

18

travelBulletin JULY 2015

COVER

A

little over a month ago, 27-year-old Jordan Dittloff, a member of the Victorian Young Liberals, upstanding member of the community and owner-manager of Ace Travel in Colac, upped sticks and vanished from his travel agency.

For several days, police hunted for the aspiring politician as anxious family members, who had reported him missing, appealed for his return.

They were not the only ones keen to track him down. For Dittloff, it is alleged, disappeared with more than $200,000 of his customers’ money. Everyone wanted answers.

After almost two weeks on the run, he surrendered to police and has since been charged with 36 counts of theft, his motivation still unknown.

Three weeks earlier, CTS Travel, also based in Victoria, abruptly shut up shop with its owner, Jenny Stoodley, owing creditors $340,000, most of them her customers who claim the money they handed to CTS never reached suppliers. For those unfortunate consumers there was, as it transpired, no booking and no holiday.

And winding back to earlier in the year the spotlight fell on Getaway Escapes, a Gold

Coast-based agency which, as with CTS, left dozens of would-be holidaymakers furiously seeking retribution after handing over money which, allegedly, went no further than the agency’s bank account.

It doesn’t stop there. Up in the Northern Territory, travel agent Xana Kamitsis is awaiting trial after being accused of rorting a government travel subsidy scheme, a messy affair that led to the resignation of NT Police Commissioner John McRoberts.

Such a spate of highly suspicious cases begs the question, is such duplicitous behaviour ripe in the travel industry?

Throughout the protracted and occasionally feisty debate over regulation of the travel industry, among the many arguments put forward by the Travel Compensation Fund concerned one of image and reputation.

It contended, not without merit, that under its stewardship – a stewardship which lasted close to 30 years – the image of the industry was kept largely intact and its reputation, by and large, untarnished.

The argument went something like this: if consumers were hit by the failure of their travel agency, they would lodge a claim with the TCF. Continues over page

travelBulletin JULY 2015

19

Cover

Continued from previous page In usual circumstances, the consumer would be swiftly reimbursed leaving them relatively satisfied, at least as satisfied as they could be after having their holiday plans wrecked. This reimbursement – and here comes the critical bit – meant consumers were not sufficiently motivated to pick up the phone to police or media outlets salivating over heartbreaking tales of broken holiday dreams.

While the recent spate of ‘collapses, disappearances and alleged misappropriation of funds has had the industry talking, the operation of rogue individuals is not a new phenomenon

’

Wind forward to a post-TCF world and three of the four aforementioned stories have featured on the TV version of the tabloid newspaper, A Current Affair, in the space of a few weeks.

Each told stories of crestfallen consumers - pensioners, hardworking families, scout groups - whose holiday dreams had been shattered by the apparently reckless behaviour of travel agents.

They haven’t just been the victims of a business which failed through tough economic conditions, volatile world events or geo-political issues. They suffered at the hands of unscrupulous individuals who showed complete disregard for their clients’ money and a contempt for the clients themselves.

Whether the actions are fraudulent remains to be seen and it must be stressed that no one, as yet, has been convicted of anything.

But whatever transpires in the weeks and months to come, these retailers stand accused of, at the very least, adopting shoddy business practices and operating in a manner which clearly brings travel agents, and the industry, into disrepute.

Soon after the CTS closure, reports emerged that Stoodley’s husband David had been the director of Williamstown Travel Services which called in liquidators in June 2014.

At the time of publication, Consumer Affairs Victoria told travelBulletin the investigation 20

travelBulletin JULY 2015

into the “unexpected” shutdown of CTS Travel was continuing, with “enquiries into the circumstances of the closure on-going”.

While the recent spate of collapses, disappearances and alleged misappropriation of funds has had the industry talking, the operation of rogue individuals is not a new phenomenon.

Darwin travel agent Jennifer Pfitzner was handed a three-year jail sentence, suspended after 12 months, in November 2013 after pleading guilty to 11 counts of theft totalling almost $170,000.

Another agent, Serpil Sevin, owner of Home Away Travel in the Melbourne suburb of Glenroy, was sentenced to community service in 2014 after her agency collapsed in late 2013.

And in 2012, Michael James oversaw the spectacular demise of Air Australia, formerly Strategic Airlines, which racked up losses of $100m and stranded thousands of holidaymakers overseas.

The airline had massively overspent– its launch party in Hawaii was a lavish affair – leading to the Australian Securities and Investments Commission (ASIC) banning James from managing a business for three years for failing to act with due care and diligence.

Even then, James cropped up in the industry in a senior position in wife Rachel’s Bestjet Travel business.

James’s title of commercial manager at Bestjet has since been removed, although as of last year he remained an employee of the company in an unspecified role.

In another case, the TCF – in a last hurrah before it is wound up – continues to pursue the auditors of defunct Kumuka who they accuse of failing to supply the TCF with accurate information over the transfer of funds from Australia to the UK. Australian Federation of Travel Agents chief executive Jayson Westbury rejected any notion that fraud or rogue agents were a major problem in the industry, either now or before regulatory reform. But he has already accepted that AFTA needed to firm up ATAS’s “fit and proper” criteria, which it did in early June.

“Off the back of the CTS calamity we need to drive deeper into people who have potential influence over the business who have formerly been declared bankrupt,” he said, referring to David Stoodley and his possible involvement in the CTS business.

“We are going to expand our criteria and, where we can, better validate any person who has anything to do with the operation of the business.

“Had AFTA known that the husband of

Jenny Stoodley had been behind the failure of a previous business it would have prompted a series of questions over what influence he had over the business.

“We don’t want people like the Stoodleys in our industry,” he added, in comments that echoed those he gave to A Current Affair.

But Westbury acknowledged AFTA could only do so much, admitting a more stringent background check is largely dependent on ATAS applicants being upfront and honest.

“We cannot regulate – no industry can regulate – against fraudsters or rogue agents entirely who just don’t want to tell us the truth,” he said. “We can only do so much.

There is no jurisdiction in the world that can regulate against dodgy people.”

Westbury attempted to put a positive spin on the negative publicity generated by A Current Affair, arguing such exposure will not spook the public but rather serve to remind nefarious individuals intent on underhand business practices that they will simply not get away with ripping off the public.

cannot regulate – ‘noWeindustry can regulate

– against fraudsters or rogue agents entirely who don’t want to tell us the truth

’

Jayson Westbury, AFTA chief executive “What I find exciting, almost exhilarating is that the process has said loud and clear that if you are going to do the wrong thing you will be named and shamed,” he said, adding that the previous structure has been operating in a virtual “bubble”.

“The stories on A Current Affair were about two dodgy people who happen to be travel agents. That doesn’t mean everyone else in the travel industry is dodgy. We are more worried about this than the consumer. We are having this conversation with ourselves and beating ourselves up.”

Such a public outing will ensure characters such as the Stoodleys will be hard pressed to work again in the industry, something the previous regulatory system was unable to lay claim to, the AFTA chief said.

The spate of collapses has, perhaps inevitably, re-opened old wounds between reform protagonists, with Westbury blaming the system of consumer refunds under the

COVER

TCF for effectively masking previously suspect business practices, and practitioners.

“Apart from a case in the NT, I can’t recall a single travel agent going to jail, so I hope he [Dittloff] goes to jail,” he said. “That is the message we need to send. We need to say that if you want to come into this industry and do dodgy things you are going to jail.

“That would never have happened under the TCF. If the TCF had paid out the $209,000 to consumers, no one would have been standing in front of the duty sergeant at Colac police station screaming about the fact that this guy has knocked them off. Some in the industry believe that is the way it should be done. Hush it up, sweep it under the carpet.

“Now, if they are crooks they will go to jail because consumers are aggrieved and will take action.” The previous regime only encouraged crooks who, Westbury said, had the opportunity to reoffend “because they thought they could get away with it”.

TravelManagers chairman Barry Mayo, a regular AFTA adversary in the reform debate, agreed that the spate of recent cases did not indicate a more widespread problem.

Yet the elimination of the TCF’s financial scrutiny has opened the door for anybody to set up a travel agency, according to Mayo, who said the pre-reform fear of trial by television was becoming a reality.

“With no minimum financial requirements and without mandatory licensing accompanied by the TCF conducting prudential oversight there is nothing to stop anybody opening a travel agency” he said.

“This effectively means that anybody can currently set up a travel business which was not the case pre ATAS. “Already it has been reported that more than one million people have viewed the A Current Affair segment and this is without taking into account those who have read the consumer press reports.

“The damage to the consumer perception of the travel agent community’s integrity is more extensive than people who should know better are prepared to admit. That will accumulate and grow with each new travel agent insolvency,” Mayo said.

Another reform opponent who regularly crossed swords with Westbury, TCF chief executive Glen Wells, rejected any suggestion that potential cases of fraud were quietly forgotten. Far from turning a blind eye, Wells estimated that 25% of collapses appeared suspicious enough to be referred to the police after initial TCF investigations.

“Nothing was brushed under the carpet.

Consumer refunds simply meant negative

stories did not appear on TV. We pursued people through the courts and even now continue to do so,” he said, adding those declared bankrupt were prevented from obtaining another license to operate. “But now, you don’t need a license to operate and you don’t have to be member of ATAS so there are very few barriers to entry,” Wells said.

With no minimum ‘financial requirements

and without mandatory licensing accompanied by the TCF conducting prudential oversight there is nothing to stop anybody opening a travel agency

Barry Mayo, TravelManagers chairman

’

While few cases saw business owners disappear over the horizon – as Dittloff has been accused of doing – investigations often unearthed the very dubious and unethical practice of using client monies to temporarily assist cash flow and, essentially, operate the business.

It is no secret that Westbury and Wells in particular have never shared much common ground, to put it mildly. Indeed, they have sat at such opposing ends of the argument that the only thing they share is a dislike of each other. However, in a rare display of unity, Westbury, Wells and Mayo lambasted the idea

of agents using client money in such a way.

“Spending customer’s money is simply a form of fraud. It was not their money to spend and was being used for purposes that it was not meant for,” Wells said, referring to the recent cases.

Mayo called for the introduction of client account funds to protect cash which has been handed to the retailer. “General operating bank accounts should be managed completely independently of each other.

Using clients’ money for cash flow is not acceptable,” he said. “Client trust funds should be compulsory but in themselves they will not prevent rogue agents using client funds to pay operating expenses by funding cash flow or stop consumer scams.”

Wells, meanwhile, one of only two full time staff at the TCF as it enters its final months, described it as “fairly common practice” among agents enduring a tough period. “It is fraught with danger and leaves retailers wide open to accusations of fraud,” he said.

But that’s where the commonality ends.

Wells, as with Mayo, believes continuing exposure on TV and in consumer print media will have a detrimental effect on the industry. He also claims that the “hoops” agents had to jump through under the TCF weeded out many financially flaky businesses.

Furthermore, refunds meant money remained in the industry.

“Customers were refunded within five to seven days and were able to rebook their holiday. It kept money in the industry,” he said.

“We also had prudential oversight of their business which does not happen under ATAS.” It may be 12 months on since reform of travel industry regulation, but the debate rages on. Shonky agents have made sure of that. travelBulletin JULY 2015

21

Careers

The tensions of retention

By Louise Wallace

R

ecruitment ain’t easy, and it costs more than most employers care to admit.

But many business owners are failing miseraby in their attempt to recruit and retain the right people for the job.

Australian professional services firm PwC claims that almost one quarter of all Australians who get a job will quit within a year – 23% of all new hires to be precise. It is an eye-opening figure, especially when you consider that the Netherlands sees only 4%

often don’t ‘haveManagers a clear indication of

what they want employees to do, and yet staff have to understand what they’re doing to enjoy the job

’

of new recruits throw in the towel within the first year. According to PwC, job descriptions that promise more than they deliver are the main reason why staff pull the pin, along with Australia’s low unemployment rate that almost promises another job is sitting in the pipeline. PwC also issued a rather startling figure in its 2014 Adapt to Survive report, claiming that poor recruitment is costing Australian companies as much as $3.8 billion in lost productivity and $385 million in avoidable recruitment costs. Workplace Info also estimates that recruitment mishaps 22

travelBulletin JULY 2015

can cost employers up to two thirds of an employee’s annual salary by the time recruitment, interviewing time, training and productivity losses are taken into account. That’s a whopping $40,000 for an employee on a $60K pay package.

Explaining the ballooning concerns over staff retention to travelBulletin in more detail, Aspirations Consulting director Judith O’Neill said the travel industry has been plagued by retention issues, largely because increasing number of smaller Australian agencies are simply unable to offer the career prospects of larger companies. And then there’s the topic of remuneration which has consistently fallen short of the national average in some sectors – but that’s an issue for another day. And much like PwC, she says recruitment blunders can chew through time, taking up to six months to get new employees up to speed. Interestingly, O’Neill said one of the biggest problems within the travel industry is the lack of clarity when it comes to job descriptions. In essence, employers don’t set out clear parameters on what employees are expected to do, leaving staff scratching their head for answers.

“Managers often don’t have a clear indication of what they want employees to do, and yet staff have to understand what they’re doing to enjoy the job,” O’Neill said, adding that it’s common for staff in retail and wholesale to be confused by notions that their role

involves sales.

AA Appointments managing director Adriana D’Angelis also explained that perceptions within the industry are shifting, and staff now have greater expectations than the candidates of yesteryear.

According to D’Angelis, the average length of time in travel industry roles has decreased from three to two years, and more people are leaving the industry, lured by the more lucrative pay of other sectors.

Younger staff are also expecting to see results earlier on in their career, she added.

“Newer entrants to the travel industry tend to have higher expectations and move more often than those who are passionate about travel. A lot of them think that if they’ve done a degree they should be in a higher position, and they’re not willing to stay,” she told travelBulletin.

It’s a trend that has been noticed right across the board, with D’Angelis claiming it’s not uncommon for younger staff to consider moving jobs within the first six months because they feel their current role marks the “end of the line”.

But before employers admit defeat to the ever demanding workforce, D’Angelis said employers have a very significant role to play in recruiting good staff and, more importantly, getting them to stay.

In her view, employee engagement is at the heart of the solution. “Young staff tend to

www.travelbulletin.com.au www.travelbulletin.com.au www.travelbulletin.com.au EDITOR EDITOR EDITOR IanMcMahon McMahon(03) (03)9568 95684464 4464 Ian Ian McMahon (03) 9568 mobile0414 0414 320 3214464 orormobile 320 321 or mobile 0414 320 321 imcmahon@travelbulletin.com.au imcmahon@travelbulletin.com.au imcmahon@travelbulletin.com.au FEATURESEDITOR EDITOR FEATURES FEATURES KateAtherton Atherton–EDITOR –0412 0412254 254762 762 Kate Kate Atherton – 0412 254 762 katherton@travelbulletin.com.au katherton@travelbulletin.com.au katherton@travelbulletin.com.au NATIONALSALES SALES NATIONAL NATIONAL MANAGER SALES MANAGER MANAGER Eddie Raggett (02) 99696683 6683 Eddie Raggett (02) 9969 Eddie Raggett (02) 9969 mobile 0408 289 5996683 orormobile 0408 289 599 or mobile 0408 289 599 eraggett@travelbulletin.com.au eraggett@travelbulletin.com.au eraggett@travelbulletin.com.au HAWAII HAWAII HAWAII EddieRaggett Raggett(02) (02)9969 99696683 6683 Eddie Eddie Raggett (02) 9969 mobile 0408 289 5996683 orormobile 0408 289 599 or mobile 0408 289 599 eraggett@travelbulletin.com.au eraggett@travelbulletin.com.au eraggett@travelbulletin.com.au PRODUCTION PRODUCTION PRODUCTION CO-ORDINATOR CO-ORDINATOR CO-ORDINATOR MarlenePoon Poon– –0407 0407676 676177 177 Marlene Marlene Poon – 0407 676 177 mpoon@travelbulletin.com.au mpoon@travelbulletin.com.au mpoon@travelbulletin.com.au ARTDIRECTOR DIRECTOR ART ART DIRECTOR Wendy George Wendy StStGeorge Wendy St George wstgeorge@travelbulletin.com.au wstgeorge@travelbulletin.com.au wstgeorge@travelbulletin.com.au

Young staff tend to ‘leave because they

careers

travelBulletinisispublished publishedbyby travelBulletin travelBulletin is published by BusinessPublishing Publishing GroupPty PtyLtd Ltd Business Group Business Publishing Group Pty Ltd ABN 47 112 661 613 ABN 47 112 661 613 ABN 47 112 661 613 DIRECTORSAND AND DIRECTORS DIRECTORS AND ASSOCIATEPUBLISHERS: PUBLISHERS: ASSOCIATE ASSOCIATE PUBLISHERS: Eddie Raggett (Sydney) and Eddie Raggett (Sydney) and Eddie Raggett (Sydney) and IanMcMahon McMahon (Melbourne) Ian (Melbourne) Ian McMahon (Melbourne) SYDNEYOFFICE OFFICE SYDNEY SYDNEY OFFICE (02)9969 99696683 6683 (02) (02) 9969492 6683 PO Box Mosman PO Box 492 Mosman PO Box2088 492 Mosman NSW NSW 2088 NSW 2088 MELBOURNE OFFICE leave because they want to MELBOURNE OFFICE MELBOURNE (03)9568 95684464 4464 OFFICE (03) (03) 9568 4464 learn and see where their Box 818, Carnegie Box 818, Carnegie Box 818, 3163 Carnegie Victoria Victoria 3163 will take them, so career Victoria 3163

WANT YOUR YOUR EXECUTIVE EXECUTIVE WANT WANT YOUR EXECUTIVE CAREER SEARCH SEARCH HANDLED HANDLED CAREER CAREER SEARCH HANDLED CONFIDENTIALLY? CONFIDENTIALLY? CONFIDENTIALLY?

should engage want to learn and see employers WANT YOUR YOUR CAREER CAREER SEARCH SEARCH HANDLED HANDLED WANT with them at the induction WANT YOUR CAREER SEARCH HANDLED

BY AN AN EXPERT? EXPERT? CALL CALL AA AA stage and show them where their career BY BY AN EXPERT? CALL AA the longer term career will take them, so AREYOU YOU TECHSAVVY? SAVVY? DOESONLINE ONLINE EXCITEYOU? YOU? prospects,” she said.

ARE DOES AREPRODUCT YOU TECH TECH SAVVY? DOES ONLINE EXCITE EXCITE YOU? MANAGER ONLINE PRODUCTMANAGER MANAGER PRODUCT ONLINE D’Angelis also stressed the PRODUCTMANAGER MANAGER ONLINEPRODUCT PRODUCT MANAGER SYDNEY EXCELLENTSALARY SALARYPACKAGE PACKAGE PERTH EXCELLENTSALARY SALARY PACKAGE employers should SYDNEY PERTH CALL AA SYDNEYEXCELLENT EXCELLENT SALARYCALL PACKAGE PERTHEXCELLENT EXCELLENT SALARYPACKAGE PACKAGE AA need to provide clear steps CALL AA for progression and let staff engage with them at knowTO that they have been SUBSCRIBE TO SUBSCRIBE STEP INTO BIG CORPORATE REPRESENTING A WELL the induction stage and earmarked JOIN OPERATE for a promotion.

JOIN THE THE BIG GUNS GUNS OPERATE TO TO SUCCESS SUCCESS SALES KNOWN PRODUCT BUSINESS CORPORATE idea is to give them BUSINESSSOLUTIONS SOLUTIONS CORPORATETRAVEL TRAVEL show them the longer “The BUSINESS(CORPORATE DEVELOPMENT MGR BUSINESS ACCOUNT EXECUTIVE MANAGER SALES) OPERATIONS MANAGER MANAGER (CORPORATE SALES) OPERATIONS MANAGER a big picture view. A lot of PERTH – GUARANTEED SAL $70K MELBOURNE – UP TO PKGE PERTH – SALARY PKG TO $75K SYDNEY – $85K $95K PACKAGE PERTH – SALARY PKGMARKET TO $75K SYDNEY – $85K -ROAD $95K$75K PACKAGE term career prospects staff don’t see that – they MIX MIXIT ITrole UP IN THEMICE MICE HIT THE JACK UP IN MARKET HIT THE ROAD JACK you experienced in an sales and can youbase hit Responsible forhas managing a portfolio will beTHE managing existing client This company future growth and of MIXYour ITAre UP IN THE MICE MARKET HIT THE ROAD JACK CABAudited Audited– –circulation circulation5918* 5918* CAB CAB Audited – circulation 5918* *Average circulation Apr2012-Mar 2012-Mar 2013 *Average netnetcirculation Apr 2013 *Average net circulation Apr 2012-Mar 2013

travelB’ ulletin ONLY $50 $50AAYEAR* YEAR* ONLY

think ‘this is it, I have to move on’.”

Certainly, career progression comes at a different pace for large companies and**And smaller travel outfits, but explained that there travel agents payonly onlyO’Neill $30for for fullyear’s year’s **And travel agents aaafull **And traveloperations agentspay paycan’t only$30 $30 for full year’s is no reason that smaller keep staff on the books. subscriptiontototravelBulletin travelBulletin subscription subscription to travelBulletin The key, she says, is strong leadership, good management, and a Join the rush subscribe to travelBulletin,the the monthlypublication publication that Join tototosubscribe genuine interest inrush staff.

Jointhe the rush subscribetototravelBulletin, travelBulletin, themonthly monthly publicationthat that makessense senseofofthe theelectronic electronicnews newsbombardment. bombardment. makes sense the electronic newsstaff bombardment.

“Larger companiesmakes would doof well to show clear career paths, Whypay pay $149a ayear yearforfora atravel travelindustry industry newspaperwhen when travelBulletin Why while smaller companies can one-on-one performance appraisals Why pay$149 $149 a year for do a travel industrynewspaper newspaper whentravelBulletin travelBulletin providescomprehensive comprehensiveindustry industrycoverage coverageforforonly only$50 $50a ayear year provides provides comprehensive industry coverage for only $50 a yearare and ask staff what they want from their job.

Find out if they (even less if you’re a travel agent). (even (evenless lessififyou’re you’reaatravel travelagent). agent). happy, what they want to do, and give them famils. Staff need to be incentivised,” she said. “Smaller companies can absolutely do these To: travelBulletin travelBulletinsubscriptions subscriptionsABN ABN 47112 112 661613 613 To: To: really travelBulletin ABN47 47 112661 661and 613 know what things, but they need tosubscriptions keep people PO Box 7043, Banyule Victoriamotivated 3084 PO POBox Box7043, 7043,Banyule BanyuleVictoria Victoria3084 3084 they are doing.” And when ama atravel travel agentand andenclose enclose chequeorormoney money orderfor for IIIam amrun a travelagent agent enclosecheque cheque or moneyorder order for smaller companies of and $30(inc. (inc.GST) GST)out tocover cover 12months monthssubscription subscriptiontototravelBulletin travelBulletin $30 to 12 $30 (inc. GST) to cover 12 months subscription to travelBulletin avenues – which is inevitable am nota atravel travel agentand and enclosecheque cheque ormoney money orderfor for I Iam amnot not a travelagent agent andenclose enclose chequeor or moneyorder order for in most cases$50 – ID’Angelis (inc.GST) GST)totocover cover1212months monthssubscription subscriptiontototravelBulletin travelBulletin $50 (inc. $50 staff (inc. GST) to cover 12 months subscription to travelBulletin suggests giving more Name................................................................................................................... ...................................................................................................................

Name Name ................................................................................................................... responsibilities: “If they are Job title................................................................................................................ ................................................................................................................

Job great at e-marketing, get them Jobtitle title ................................................................................................................

Agency name .................................................................................................... involved. GetAgency them to write Agencyname name .................................................................................................... .................................................................................................... blogs or helpCompany in other aspects Company / organisation............................................................................... ...............................................................................

Company//organisation organisation ............................................................................... of the business – staff love Address............................................................................................................... ...............................................................................................................

Address that stuff.” Address ............................................................................................................... ................................................................................................................................. .................................................................................................................................

In an ideal................................................................................................................................. world, companies Emailemploy ....................................................................................................................

Email of any size would staff Email.................................................................................................................... .................................................................................................................... early in theirPRIVACY career, shape PRIVACYPOLICY: POLICY: Likeyou, you,weweabhor abhorspam. spam.We Wedodonot notpass passononemail email Like PRIVACY POLICY: Likedetails you, we abhor spam. We do not pass on email addresses(or (orany anyother other subscribers) third parties.

Wemay mayfrom from details ofofsubscribers) totothird parties.

We them to the addresses company mould, addresses (or contact any other details of subscribers) to third parties.

Weinterest may fromyou time to time you with information we believe may be of time to time contact you with information we believe may be of interest totoyou time to time contact youitems, with registration informationrenewal we believe may and be ofpromotional interest to you suchas asbreaking breaking news notices and they would be rewarded with several years of such news items, registration renewal notices andservice. promotionalSome such as To breaking news items, registration renewal ers. optout outof ofreceiving receiving these,tick tickthis this box notices and promotional offoff ers.

To opt these, box offers.American To opt out of receiving these,and tick this box are shining examples companies, like Express CTM, *Overseas subscriptions: $70a ayear year (AsiaPacifi Pacifi $90a ayear year(rest (restofofworld) world) subscriptions: $70 (Asia c),c),$90 of the golden*Overseas standard, with staff often staying *Overseas subscriptions: $70 a year (Asia Pacifi c), $90 on a yearthe (rest books of world) for **Off notvalid validoutside outsideAustralia Australia **Off erernot **Off er not valid outside Australia decades on end. But staffing issues can and do go pear shaped – often. In D’Angelis’ view, recruiting people with the right attitude that aligns with the company culture trumps experience in most cases.

“You can’t teach attitude, so it may be better to hire a junior consultant with the right attitude rather than someone with five years of experience as they’ll last longer,” she said. Both D’Angelis and O’Neill agree that the romance of working in the travel industry is still there, but staff are more discerning when it comes to career progression. Rather than moaning in unison about staffing struggles, both agree that the best course of action is to be realistic about the challenges, keep staff happy, and always have a Plan B.

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‘

’

travelBulletin JULY 2015

23

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MANAGER – VIC/QLD CORPORATE ACCT MANAGER CLIENT RELATIONSHIP MICE SALES MANAGER MELBOURNE MELBOURNE MELBOURNE––SALARY SALARYPKG PKG MELBOURNE––SALARY SALARY MANAGER PKG AUSTRALIA’S MOSTEXPERIENCED EXPERIENCED $60K ++CAR AUSTRALIA’S MOST PACKAGE TO NORTH SYDNEY – UP (OTE) TO $95K $60K CAR++COMMS COMMS PKG AUSTRALIA’S MOST EXPERIENCED PACKAGE TO$75K+ $75K+ (OTE) Looking after the VIC/QLD market, you will be SYDNEY –the UPTO PACKAGE As the Account Manager, you will be responsible EXECUTIVE RECRUITMENT TEAM Looking after VIC/QLD$85K market,PACKAGE youRECRUITMENT will be EXECUTIVE TEAM As the Account Manager, you will be responsible EXECUTIVE RECRUITMENT responsible for strategies totoincrease for aaportfolio ofoflarge Due to expansion this award winning TMC is This leading tourTEAM operator ismarket lookingaccounts for an responsible fordeveloping developing strategies increase formanaging managing portfolio large market accounts sales, sales &&building strong with the objective of growing revenues ininthe looking for an experienced CRM, an exciting time experienced Sales Manager can combine sales,growing growing salesrevenue revenue building strong with the objective of growingwho revenues the ongoing with key clients.

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careers

Career in

focus Kaylene Shuttlewood Travelport general manager

The proliferation of technology has been bittersweet for many in the travel business.

New innovations have touched all parts of the travel food chain, but the hurdle that many can’t seem to clear is what to do next. In short, the technology and training resources are there, but agents are reluctant to touch them.

It’s a common theme for Travelport general manager Kaylene Shuttlewood who has been working on technology innovations and integration for over a decade in high flying roles with Helloworld and its predecessors Jetset and Stella. Shuttlewood has an impressive acumen when it comes to rolling out new technology, but she says adoption remains one of the biggest challenges for GDSs across the globe. And when it comes to solutions, she doesn’t claim to have all the answers.

“We are constantly trying to assure agents that technology can enhance their abilities, but some agents are scared it will replace them,” she told travelBulletin. “We’ve been working hard to develop systems that help agents sell ancillaries and prevent consumers from going direct, but it is difficult to convince them that we are trying to make their job easier, and not replace them.”

Shuttlewood singled out time pressures as the greatest hurdle in the adoption of platforms such as Travelport’s Smartpoint system, and while she admits it’s hard to swallow at times, she also acknowledges that time constraints are putting the squeeze on the industry as a whole. “No one can ignore the rise of technology and the need to incorporate it into the mix… but the reality is that it takes time and effort to learn how to use new processes and invest in future career development,” she said.

“Staff have to take it on themselves to advance their career and improve their personal brand, and technology is a central

24

travelBulletin JULY 2015

Staff have to take it on ‘themselves to advance

their career and improve their personal brand, and technology is a central part of that ...

’

part of that. It’s also directly correlated to their overall profitability as a consultant.”

Just eight months into the top role with Travelport’s Pacific operation, Shuttlewood admits that improving the adoption of new technology is constantly front of mind. In an industry that has long been resistant to change, she’s got her work cut out for her, but she has been quick to strike.

For one, Travelport recently wrapped up its road shows which reached over 500 agents in Australia and New Zealand, and

Shuttlewood spearheaded the launch of a series of webinars and training programs so that agents can use the latest developments to their fullest capacity. “There’s no point having a Porsche and only driving it in the CBD,” she quipped.

Looking forward, Shuttlewood singled out mobile as the “next big thing”, with the rise of smartphones and tablets offering many opportunities to streamline bookings across all platforms. “Mobile will become the standard for the industry. It’s a point of difference for us at the moment, but soon low cost and full service carriers will catch onto that so we need to innovate and move forward. If you don’t move with technology you will be left behind,” she said.

As Shuttlewood settles into the role with Travelport, she is focused on building relationships, claiming that strong communication and client relationships are the key to good business. It’s a mantra that she considers to be central to her career success, along with the ability to make difficult decisions under pressure, particularly when it comes to staff.

In her view, staff produce some of the best business ideas, but they’re also the source of some of the greatest frustrations. “You have to give employees the opportunity to be productive and efficient, but ultimately you have to have the right staff. If you don’t have the right people in the right roles you have to make tough decisions. Otherwise you’re wasting everybody’s time,” she says.

Valuing quality over quantity is another virtue that she considers as a key contributor to her success so far: “It’s not worth having customers just for the sake of it – they have to be profitable for suppliers and customers.”

And to others in the industry who are looking to take the next step in their career, she suggests investing time to develop a strong personal brand and recruiting a mentor to support progression.

“Don’t be afraid to ask someone to be a mentor figure, and always consider what legacy you want to leave behind,” she concluded.

careers

Playing the Mind Game

What managers really think during job interviews

By Jeff Haden Interviewing is all about the sell, but non-verbal communication holds just as much weight in getting job seekers over the line.

Candidates take centre stage in the best job interviews while interviewers say very little – after all, the interview is about the candidate, not the interviewer. But there are some things that interviewers would love to tell candidates before the interview gets underway.

1. I really want you to stand out The sad truth of interviewing is that employers often don’t recall much about individual candidates. In short, employers remember candidates by hooks – whether flattering or unflattering – which interviewees should use to their advantage. Instead of letting employers choose how they remember you, give them a few reasons so that they never forget you.

2. Don’t stand out for being negative There is no way employers will remember everything candidates say, but they will

Cruise guru?

certainly remember negative sound bites such as candidates who complain about their current employer. Employers understand there are reasons you want a new job, but they want to hear why you really want this job instead of why you want to escape your old one.

3. Don’t start by telling me how much you want the job Employers want candidates to want the job, but not before they know what it really

Luxury travel your forté?

entails. The work may include 60 hour weeks, a lot of travel, or reporting to someone with less experience. So sit tight.

4. I want you to ask questions that are important to you Employers need to know whether they should hire you, but they also need to make sure their job is a good fit for you. So they want you to ask the right questions such as what is expected of you early on, what attributes make the employer’s top performers outstanding, and what you can do to drive results.

5. I really want you to be likeable Obvious? Sure, but also critical. Skills and qualifications are important, but employers also want to work with people they like… and who like them in return.

6. I wish you wouldn’t ask questions that have little to do with work We know you want a positive work-life balance. Everyone does. But save all of your questions about holiday policies and work flexibility and focus on the job -- for now.

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Does the idea of working from home appeal to you?

Do you love selling travel but are frustrated with the limitations that come from working in a retail store?

There’s a way to continue working in travel and have more freedom and flexibility in your life - and it’s just one phone call away…

“When I worked in retail travel I felt constricted and became very frustrated with my job,” says Liz van Boxel, a Gold Coastbased mother of two who worked in travel for 25 years before joining Travel Counsellors. “I have always loved selling travel and helping people put together their dream holidays. Since becoming a Travel Counsellor I have the freedom to meet with my clients at a time that suits them. Meeting a client at a little coffee shop overlooking the beach or over dinner is no hardship.

I can honestly say many clients have become my friends and I wouldn’t change what I do because I love it,” adds Liz. Booking mostly leisure travel, Liz loves working from home as it affords her more time to spend with her partner and children.

“I’m much happier now that I’m working from home and not stuck in a retail store,” Liz says.

“If you want to find out more about the flexibility that comes with being a Travel Counsellor, then give me a call”.

Liz van Boxel TRAVEL COUNSELLOR

Have an informal, confidential chat on 03 9034 7079

Find out more at www.travelcounsellors.com.au or email the team at connect@travelcounsellors.com.au

PHONE A to find out how

03 9034 7079

Travel management

DON’T BANK SALES,

BANK PROFIT

By Sean Johns

W

hen I commence with a new client I ask them two questions that in most cases aren’t answered with any real clarity.

The first is – what is your net profit as a percentage of your revenue after you take out a wage for yourself? And secondly, do you think this percentage is acceptable as a return for your investment?

Most owners can tell you their sales and yield quite accurately. But we don’t bank sales – we bank profit which is the money left over after we pay suppliers and the costs of running the business. In my view, this focus and understanding needs to be the starting point when looking at the effectiveness of business models.

Travel business models need to be kept simple, because they are simple. I’m not suggesting that running a successful travel business is simple – because it isn’t – but

the principles are. The key drivers are, quite simply, sales volume, margin, and productivity of people. Operationally, everything else can be classified as a potential distraction, so it’s worth looking at each individually to see how they can impact performance.

Sales volume can’t ever be removed from our focus, as we are in a low margin game. In other words, we operate with large dollar transactions for a small return on the sales price. Therefore we have to be at a certain level of sales in order to generate the revenue we need to cover the people who deliver our services.

There is a direct link between sales volume and profitability, but the important question is – how much of an owner’s time is spent on sales and marketing activities? Often the answer is less than 10%, which is probably a reflection of focus and effort rather than external factors we often blame such as the economy. It is important to treat this component of the business with the priority it deserves, and increasing sales requires a clear understanding of where your market opportunities are and the correct level of resources to drive it.

Margin is the second driver, but there is a fundamental difference to be made. The focus should be on the ‘right margin’, not the highest, as some businesses – such as corporate agencies – can have a lower margin and still be very successful. If you want to lead on price, you must lead on costs.

Therefore, to be successful with a lower margin, your cost base must also be very efficient which is not that easy in retail.

To improve margin or yield in our industry terms, concentrate on your staff in the following key areas:

1) Their own belief and perception of the value they provide. Great consultants know what they bring to the table, and they price accordingly.

2) Develop or work with high margin product.

This is why high yielding businesses develop niches or specialist product.

3) Introduce strong processes around fees, pricing, and improving the average sale.

4) Measure and set incentives around a target yield for the business.

Productivity of people is central to business success, and while it is the area you would expect to see the greatest gains with the growth in technology and product choices, this is not necessarily the case.

There are a number of possible reasons for this, however it is clear that there is a widening gap between high performing travel consultants and the rest – and this has a direct relationship on the profitability of business models. Not surprisingly, the most significant cost for businesses is staff, and if the level of revenue generated is delivered efficiently through less people, greater profit will be achieved. Owners should focus on recruiting correctly by employing people that have values aligned to the company, training in all areas that impact productivity, and above all, communicating regularly on their progress.

So, as we come to the end of the financial year, it is worth taking a moment to look at the key business drivers as you plan and budget for the coming year. Focus on these things and the bottom line will take care of itself.

Sean Johns has worked in a variety of training, sales, and management positions in retail travel.

He currently holds the post as Resurg Group’s travel industry business coach and strategic advisor.

travelBulletin JULY 2015

27

business events news Staging Connections buy out

nz events making headway

By Jill Varley THE 19th MEETINGS events trade show in Auckland last month marked the largest on record for Convention and Incentives New Zealand (CINZ), signalling a boon for the country’s meetings and events sector which took a hit in the wake of the Christchurch earthquake in 2011.

Hosted at Auckland’s ASB Showground in early June, the 2015 event saw over 600 decision makers and 190 exhibitors from Australia and NZ take part in over 5600 appointments over the two-day tradeshow.

Sixty Australian event organisers ventured over the ditch for the annual event, with CINZ ceo Sue Sullivan claiming the organisation had seen “strong interest” in New Zealand as a place to host conferences, incentives and events.

NZ is making waves in the meetings and events sector with new convention centres in the pipeline for Auckland, Wellington, Queenstown and Christchurch.

The developments mark a milestone for NZ, with Sullivan confident that the new infrastructure will see NZ capture a greater share of the growing business events market, and attract larger and more valuable conferences.

More than 15 larger conferences are already slated for the Christchurch Convention Centre when the new complex – which replaces the centre that was destroyed in the 2011 quake – opens in 2018. The new Auckland development is also expected to attract almost 22,000 additional international visitors and deliver $85.4 million in tourism related expenditure each year.

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travelBulletin JULY 2015

But while new convention centres were on the agenda at MEETINGS 2015, much focus was also centred on New Zealand’s regions, with seven different regional pre-tours held in Waikato, Rotorua, Taupo, Wellington, Christchurch, Dunedin and Queenstown.

With a surge in interest for Christchurch, BEN joined a group of hosted buyers on the Christchurch and Canterbury famil.

Starting with an early morning arrival at the family-run Commodore Airport Hotel, attendees continued on a doubledecker bus tour with Hassle Free Tours.

Moveable Feast Caterers provided breakfast within the hallowed cardboard walls of the temporary Cathedral before a team building activity kicked off with event caterers and equipment hire specialist, Continental. There was a look at the remarkable reconstruction of the 1908 Theatre Royal, an excellent dinner on the Christchurch Tramway Restaurant, and a helicopter ride over the city’s earthquake scars and new innovative builds with Garden City Helicopters.

Beyond the city there are many premium experiences to be had at Peppers Clearwater Resort – a golf resort with a fly fishing lake, a restaurant and event venue. Nearby is the Melton Estate Winery and Jet Thrills which offers high speed boat rides on the Waimakariri River. Dinner and an overnight stay at Heritage Hanmer Springs Hotel – framed by the snow-capped Southern Alps – also included a late night spa at Hanmer Springs Thermal Pools and Spa. As CINZ’s Sullivan remarked, feedback from the Australian contingent was nothing short of “tremendous”. The 20th CINZ MEETINGS will be held on 15-16 June, 2016.

PSAV has inked a deal with Staging Connections Group (SCGL) which will see the AV provider swallow SCGL’s brands including Sydney-based Exhibitions & Trade Fairs (ETF) and AV Express.

The deal – which is expected to close in the fourth quarter of the year subject to shareholder approval – will see PSAV oversee all operations, while Staging Connections will continue to operate as usual. The leadership team and operational structure will remain in place to ensure a “smooth transition”.

SCGL md Tony Chamberlain confirmed that the company’s board fully supported the deal which “opens doors to broader technology offerings”.

Staging Connections Group operates 22 offices across five countries, with a strong presence in Australia, New Zealand and the Pacific, while PSAV operates in 1400 destination resorts and hotels across the globe. The cost of the sale has not been disclosed.

ICC benchmark promise The new International Convention Centre project is still 18 months from completion, but management has vowed to test “every centimetre” of the venue in the three months leading up to its opening in December next year.

Making the announcement last month, ICC Sydney ceo Geoff Donaghy said no effort would be spared to ensure the venue is functioning to its “world class” benchmark.

Testing will also extend to staff training, with the 12-week lead-up program also designed to allow businesses and local communities to preview the one billion dollar venue ahead of its opening.

ICC Sydney – which forms a part of the $3.4bn transformation of Darling Harbour – has been in the pipeline for several years as the state government looks to attract more meetings and events to Sydney and position the city as a leader on the global stage.

Donaghy confirmed the project is tracking well, with approximately 1.8 million man hours already poured into the development.

EEAA seeks to boost profile The Exhibition and Event Association of Australia (EEAA) has flagged the need to raise the profile of the exhibition sector in

order to take a bigger slice of marketing spend in Australia.

Addressing delegates at the EEAA agm in Sydney, EEAA president Domenic Genua claimed that a “strategic repositioning” was needed for the industry to achieve the recognition it deserves within Australia.

He claimed that it “can be done”, but also singled it out as one of the greatest challenges for EEAA. Meanwhile, EEAA last month welcomed Ungerboek Software International as the inaugural Gold Partner of its Young Stars Program. The program, which launched three years ago, aims to engage younger people in the sector and provide them with skills to become industry leaders.

Luxperience edges closer The fourth Luxperience showcase is just two months out, with event organisers promising the 2015 trade show will deliver a greater variety of new luxury product than previous years.

Director of marketing and buyer relations Michelle Papas told travelBulletin that new product would be a key focus of the 2015 event as buyers increasingly look for “experiential” luxury product that has a greater level of attention to detail.

While leisure will continue to form the core of the offering, Papas said there has been an upswing in interest for product that caters for the meetings and events market.

“We’ve had a lot of interest for exhibitors looking to step into the events space, not only travel-based,” she said.

She also stressed that quality would not be compromised by numbers, with exhibitors capped at 300 this year. Around 400 buyers are expected to attend the invite-only event including a 50/50 split of domestic and international buyers. Luxperience will this year take place at Australian Technology Park in Sydney from 6-9 September.

Jill Varley’s perspective

business events prove their worth Welcome to the first edition of Business Events News to be inserted into travelBulletin.

Known affectionately throughout the conventions, incentives, events and hospitality industries as BEN, our inclusion in this highly respected travel industry publication marks a new era in our three-times-weekly online newsletter. It also broadens BEN’s reach and provides readers with news of a vibrant industry that is closely aligned to that of its FIT cousin.

In this issue we highlight New Zealand’s MEETINGS 2015 exhibition, managed by Conventions & Incentives New Zealand (CINZ) which is the official association of the NZ conference industry. Held annually in Auckland on a much smaller scale than its overseas counterparts IMEX in Frankfurt and IBTM in Barcelona, its growing success and popularity with hosted buyers and exhibitors is a model that is catching the eye of other event and exhibition managers as they increasingly take a closer look.

Pointers to its success come down to the affordability of exhibition stands

headlines

business events news 01 Jun 03 Jun 05 Jun

EEAA aiming to lift profile Tasmania events hand out Ungerboeck EEAA Young Star Gold Partner

and the generosity of its on and off-site events, pre- and post-touring options, and time friendly face-to-face trade show appointments. And, of course, the country’s undeniable beauty.

Meanwhile, the latest edition of Attracting Business Events to Australia was recently released by Tourism Australia and Austrade, highlighting the importance of business events to the Australian economy.

The value of business events has already been well documented, with Tourism Research Australia’s latest International Visitor Survey revealing that the sector is already worth more than $13 billion to the Australian economy.

Industry analysts predict that further growth is within reach which will contribute significantly to the Tourism 2020 end goal of increasing overnight visitor expenditure to more than $115 billion annually by the end of the decade.

The guide is available electronically from Tourism Australia at bit.ly/1Bly3Zk. ‘Till we meet again.

10 Jun MEETINGS NZ 2015 kicks off 12 Jun Expertise Events lands ATE contract 15 Jun PSAV acquires Staging Connections Group 17 Jun Tourism Fiji convention progress 25 Jun Test program for ICC

THE ULURU MEETING PLACE With the mighty sillhouette of Uluru on the horizon, Ayers Rock Resort inspires delegates with high-impact events and once-in-a-lifetime experiences. This is a destination like no other.

Hold your next event at the Uluru Meeting Place, enquire today. ulurumeetingplace.com.au 61 2 8296 8067 conferences@voyages.com.au

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CRUISE REPORT

Cruising into Pacific prosperity

By Bruce Piper

M

uch has been made in recent weeks of the massive growth in Australian cruising, which in 2014 cracked the one million passenger milestone, six years ahead of the original 2020 forecast. The relentless deployment of additional capacity in local waters looks set to see this continue, with Royal Caribbean in particular placing ever-larger and ever-newer ships down under. That’s not to mention Carnival Corporation, which has redefined its P&O brand with major revamps of on-board product and the addition of two ships later this year meaning it will have five year-round P&O vessels operating from Australia – alongside other Carnival brands with a strong presence such as Princess Cruises, Carnival Cruise Lines and Holland America.

Although there’s growth across the board, including in international based voyages and river cruising, the local big-ship deployments by their very nature mean that many more Australians are exploring the South Pacific on cruise ships. The figures reveal that the region enjoyed a 39% “destination share”, attracting more than 392,000 passengers last year. That was a 19% increase on 2013, and CLIA points out that since 2010 the number of Australians cruising in the South Pacific has more than doubled.

This is all great news for Australian travel agents and the local economy. However there are also significant implications for our South Pacific island neighbours, and it’s hoped that they will also be able to harness the boom to boost their economies. Despite the popular images of these places as “flop and drop” destinations where smiling locals cater to your every whim, the reality is that many people in the South Pacific have much lower living standards than we enjoy. Tourism – and in particular the booming cruise market – is 30

travelBulletin JULY 2015

well placed to make a big difference.

Regional destinations are working to capture the potential, with the South Pacific Tourism Organisation (SPTO) recently commissioning the Pacific Cruise Market Research and Intelligence Project. This study gives a comprehensive overview of the cruise sector in the region and concludes that while there are significant opportunities, destinations need to strategically target cruising to maximise the benefit of the sector.

The report confirms that the biggest Pacific destination is Noumea in New Caledonia, which will this year welcome a whopping 162 calls by international cruise ships.

study concludes ‘thatThisdestinations need

to strategically target cruising to maximise the benefit of the sector

’

That’s significantly ahead of the number two destination, Port Vila in Vanuatu with 113 calls. Other popular ports include Lifou and the Isle of Pines with just over 100 calls each, followed by Mystery Island at around 70.

Given that few Australians take cruises longer than two weeks, it’s likely that both New Caledonia and Vanuatu will continue to be the first choice for itineraries given their relative proximity to the east coast capitals.

A recent economic impact study conducted for Vanuatu showed the cruise industry brought almost $35 million to the country in 2013, with each ship call accounting for over $260,000 on average.

Second tier destinations including Fiji, Papua New Guinea and French Polynesia are also likely to benefit from the growth, because the expanded deployments mean

there is a continual hunger for new itineraries and ports of call.

The SPTO report identifies a further 12 “under-developed cruise destinations” such as Tonga, Timor-Leste, Niue and the Solomon Islands, which usually only see larger vessels during repositioning voyages. Expedition ships are also seen as having potential for these countries. “Expedition lines, especially, are dedicated to taking their upscale guests to undiscovered, out-of-the-way places. The Pacific has many... indeed, as the large ships adopt more island/beach/village calls, the Expedition ship operators move on to seek new ones,” the report says.

Governments across the region are grappling with the challenges identified in the report. “The most pressing need for many otherwise attractive Pacific destinations is hydrographic surveys to prepare marine charts, without which access for ships of any size is not possible.” That’s not to mention shore-side infrastructure such as port facilities, jetties, coaches, guides for shore excursions, shopping, and guest services.

The report also highlights the importance of destinations making themselves attractive to cruise ship passengers. “The fact that many islands of the Pacific may be excellent destinations is not enough to be on cruise itineraries – there has to be consumer appetite for them… promoting their attractions is the role of the Pacific Island country and its NTO, not the cruise line,” the report notes.

A key opportunity identified is to develop a regional fly-cruise hub which would make it possible to offer short cruises, going deeper into the Pacific and touching more islands, beaches and villages. The report urges regional cooperation to build the industry, concluding that “with good planning, management and collaboration all Pacific island countries stand to benefit – economically and socially” from the cruise boom.

cruise report

CLIA view Brett Jardine, general manager CLIA Australasia

aus set to remain in spotlight The Australian cruise industry had cause to celebrate recently when we hit the one million cruise passenger target six years ahead of forecast – an exceptional result which underlines the incredible growth of cruising from this market.

While statistics and graphs may not be the sort of thing many people would choose to pore over in their spare time, I would urge you to take a moment to read CLIA’s 2014 Australian Cruise Industry Source Market Report for an insight into the current state of the Australian cruise industry and its positive implications for our region.

In the meantime, here’s a snapshot of the key findings. The number of Australians that cruised around the world in 2014 rose by 20.4% to a new record of 1,003,256.

The increase of more than 170,000 cruisers since 2013 represents the largest annual rise in real numbers in the past decade.

We often talk about cruise ships being a destination in their own right, so it’s interesting to note that if you compare cruise passenger numbers to Australia’s most popular overseas destinations, almost as many Australians took a holiday at sea as the number that travelled to Indonesia for a land based stay in 2014.

Australian cruise passenger numbers have grown more than eightfold since 2002 and our numbers have more than doubled in the last four years.

The 2014 cruise passenger statistics confirm Australia’s position as the world’s leading cruise market in terms of growth, with only two other markets (France and

NZ) achieving a double digit increase. The result also means the Australian cruise industry has chalked up an average annual growth rate of 20% for the past 12 years.

That’s quite a record and one that would be the envy of many industries.

One of the most exciting statistics to

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The Australian cruise industry has chalked up an average annual growth rate of 20% for the past 12 years

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come out of the 2014 report is the fact that Australia’s market penetration rate has now exceeded 4% – another world-leading result and one which no other source market has achieved. This is a figure that is closely monitored by cruise line executives and will give them enormous confidence to continue focusing on our region and deploying more ships to our waters.

This report plays an important role in driving coverage of cruising which stimulates consumer interest. That interest drives demand which leads to more ships being deployed to the region, greater visability, and further consumer interest.

Thanks to these exceptional results, Australia is set to remain firmly in the spotlight of the global cruise industry for many years to come.

Voyages of 9 to 16 days aboard the luxurious Silver Shadow depart from October to December 2015.

KAREN CHRISTENSEN General Manager & Director Sales/Marketing, Australasia

‘

Are your clients dreaming of balmier days? Let Silversea escort them in luxurious style on an enthralling voyage to the magical continent of Asia. Journey to the golden sand beaches of Thailand, the vibrant culture of Vietnam or the secret land of Myanmar, only now starting to reveal its charms.

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ASIA VOYAGES ABOARD SILVER SHADOW 12-day Myanmar & Malaysia Departs Singapore 29 October Fares from au$7,150 per person 11-day Thailand & Vietnam Departs Singapore 1 December Fares from au$5,650 per person 9-day Treasures of Vietnam Departs Hong Kong 12 December Fares from au$4,150 per person

headlines MAY & JUNE 2015 19 May Genting closes Crystal deal 19 May NZ targeting superyachts 21 May Coast Guard to lead CLIA 21 May NZ dredging for Ovation 26 May Million pax mark passed 26 May SuperStar Virgo to visit Oz 28 May VIFP arrives in Australia

For a copy of Silversea’s new 2015 Asia voyages brochure, visit tifs.com.au

02 June Perks for Pacific nations 09 June White Bay cable car link 11 June Canada next for Viking 16 June Green power for Carnival 16 June P&O maiden call to Timor 18 June Ovation cruises go on sale 18 June Mystique Princess to return

travelBulletin JULY 2015

For more information or to book call 1300 306 872 or visit silversea.com Visit silversea.com for full terms and conditions.

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cruise report

Safety concerns after Yangtze tragedy SAFETY in the skies has been at the forefront of the media in recent months, but the cruising sector has also been painted with the same brush following the tragic capsizing of the Eastern Star on China’s Yangtze River last month.

More than 440 people were killed when the passenger ferry capsized in poor weather early last month, with only 14 people rescued from the disaster. Investigations are now underway to determine how such a tragedy could occur on such a frequented river while more than half a dozen other vessels sailed without consequence.

Investigations will continue in the months ahead, but now begins the aftermath which will no doubt involve queries from concerned travellers as to the safety of the Yangtze’s waterways.

A number of travel companies issued statements in the days following the tragedy to stress that safety standards remain at the forefront of operations. Victoria Cruises – which operates charters for Avalon, Uniworld and Wendy Wu Tours on the Yangtze – insisted that it adheres to strict safety guidelines that comply with “Western standards”.

The Yangtze is one of the world’s busiest rivers

While no ships in the Victoria Cruises fleet were affected by the weather events, the company conceded that the tragedy “underscores the need for higher safety and inspection standards”. The cruise line also encouraged travellers to book China travel through “reputable” tour operators who ensure passenger safety and satisfaction.

Wendy Wu Tours was quick to issue a response in the wake of the disaster, stressing that the company only operates charters with companies that adhere to

“vigorous safety checks”. APT also insisted that there was no need for travellers to re-consider plans to travel on the Yangtze.

“APT and Travelmarvel would like to reassure clients that its Yangtze river cruises are safe,” the company told travelBulletin, again stressing that it only deals with companies that conform to the “highest standards”. Further details are sure to emerge as the investigation continues, but Australian operators are insisting that it’s business as usual for now.

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*Conditions apply. Prices based on per person twin share in AUD ex SYD/BNE/MEL/ADL/PER are strictly limited and subject to availability until sold out. For new bookings only and not in conjunction with any other offers. First non-refundable $1,000pp deposit due within 7 days of booking. Fly Free based on wholesale economy class on airline of Scenic’s choice, subject to availability. Airline/Airport taxes of $1,000pp included Pre or post cruise night accommodation at hotel of Scenic’s choice and includes room, tax and daily breakfast available until 31 July 2015. Prices based on STC 9 March 2016Category E Cabin (no balcony) departure. Pricing correct as of 16 June 2015. For full terms and conditions refer to 2016 Europe River Cruise Brochure and Earlybird flyer or scenic.com.au/earlybirds. Fly Free offer QUOTE CODE: SNTRD194

cruise report

Paving the way for the green future The push for cruise lines to one-up their rivals is increasingly going beyond onboard enhancements, with the big players now battling it out for the most impressive green credentials on the global stage.

Carnival Cruise Lines led the charge with scrubbers in 2013, fitting the emissionreducing technology to its fleet as part of a major environmental overhaul. The move has been followed by a number of other industry heavyweights including Royal Caribbean Cruise Line which earlier this year announced four vessels in its fleet will be retrofitted with the technology to reduce carbon emissions.

But Carnival has again been the first off the mark to adopt a new “green cruising” power base for four new ships to be built by Germany’s Meyer Werft shipyard, with the vessels to be powered by Liquefied Natural Gas (LNG).

The ships – which form part of a previous agreement to deliver nine new ships by 2022 – will feature hybrid engines for use in port and at sea, with LNG to power all onboard functions as the company looks to replace its smaller vessels with larger fuel efficient ships.

Two of the ships, which will each carry 6600 passengers, will be deployed to

German-based AIDA Cruises, with the other two earmarked for either Costa Cruises or AIDA Cruises.

Marking the first initiative of its kind, the move once again raises the benchmark for

other cruise lines to follow - which no doubt they will in due course.

To date, cost has been a restrictive factor for cruise lines, with some technology simply out of reach without passing costs on to consumers. But interestingly, Carnival claims that the new ships will be no more expensive to build per passenger than other ships currently on order.

To the contrary, the company claims that the ships will be cheaper to run in terms of fuel. That’s only part of the package – with capacity for the new ships also trumping that of RCCL’s Oasis and Allure of the Seas which hold around 6300 at maximum capacity.

Major cruise operators like Royal Caribbean and Norwegian Cruise Line Holdings are not to be discounted, with both companies heavily investing in new ships to lower fuel costs, carry more passengers and improve onboard amenities.

While the focus on rolling out new on-board enhancements continues with pace, some of cruising’s greatest critics are taking notice of the fact that cruise lines are throwing more weight behind green innovations. The question remains, where to next?

BENTOURS 15 days | Departs Bergen on 25 January 2016 From $6,340 per person *

Bentours has put together a special 15 day tour especially designed to give you an opportunity to witness the incredible Northern Lights. The Northern Lights are a natural phenomenon often seen in northern latitudes during the winter months.

Highlights of this outstanding tour include: • A relaxing cruise along the coast of Norway, by far the best way to experience the country’s stunning fjords and historic coastal towns • A night in a unique Levin Iglut Igloo, where you can lie in bed and gaze at the stars (and if you’re lucky, the Northern Lights) • Discovering the Sami culture and remarkable Arctic wildlife of Finnish Lapland • A visit to Rovaniemi, the home of Santa Claus and one of Finland’s best skiing areas • A traditional husky dog safari through the icy wilderness • A day excursion to the medieval town of Tallinn in Estonia • The services of a Bentours’ tour escort throughout the journey Spaces on this extraordinary voyage are strictly limited.

Call now to reserve your spot today!

Price is per person, based on twin share accommodation and subject to availability. Price is accurate as at 18 Jun 15 and subject to change without notice. Follow the Lights Special Group Departure is valid for sale until 01 January 2016 (Subject to space availability) and travel on 25 Jan 16. Advertised price is based on 25 Jan 16 departure based on N Grade outside cabin on Hurtigruten cruise. A deposit of $750 per person is required within 7 days of booking. Final payment is due 100 days prior to departure. Cancellation fees apply: cancellations made 100 days + prior to departure will occur forfeiture of deposit; inside 100 days will incur a 100% cancellation fee; failure to check-in at your designated hotel as confirmed, 100% No Show Fee will be charged. International airfares are excluded. The tour will operate subject to the participation of a minimum number of passengers. Passengers will be notified at least 100 days prior to the scheduled departure date should a decision be made to cancel the tour on this basis. Should the tour be cancelled, the full cost of land arrangements paid to Bentours will be refunded. Tempo Holidays Pty Ltd trading as Bentours International ABN 51007331213.

www.bentours.com.au | 1800 221 712 | res@bentours.com.au

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cruise report

Nunavet: expeditions in Canada’s Arctic

By Guy Dundas A NEW shorter cruise of Canada’s Northwest Passage is hoped to appeal to Aussies looking for something more than the commonly sailed Inside Passage and St Lawrence Seaway. Located in the lesser travelled Nunavut province above Manitoba and Quebec, The Northwest Passage remains relatively unknown to the Australian travellers, according to One Ocean Expeditions director Reinoud Daniels.

The company operates two 98-passenger expedition ships – Akademik Sergey Vavilov which offers sailings to Antarctica, and sister ship Akademik Ioffe which sails from July to September through Canada’s Maritime region and Nunavut province in the Arctic Circle.

With the release of One Ocean’s 2016 program comes a seven-night voyage focused of Baffin Island, Bellot Strait and Prince of Wales Island, operating roundtrip from Resolute.

The operator also continues to offer a ninenight voyage of the Maritimes and a 12-night itinerary between Iqaluit and Cambridge Bay in the Arctic. However the new week-long cruise focuses on areas with the greatest

concentration of wildlife. “We’ve given the season some variety,” Daniels said. The seven-night cruise is more “sharply priced” (from CAD$6195ppts), which he says “may open up another market”.

Daniels suggested that travel agents could pair the voyage with other Canadian content such as a Rocky Mountains self-drive or a coach or rail tour. All itineraries remain flexible.

“We have an idea of the sail plan, but the beauty of expedition cruising is you can throw it out the window. We take advantage of wildlife opportunities [and] that is the

attraction of expedition cruising,” he said.

Daniels also touched on awareness barriers which, he said, were limiting growth from the local market.

“What we find somewhat challenging is the Antarctic sells incredibly well out of Australia.

For many, when they think of Canada they think of the Rocky Mountains, Niagara and the Great Lakes. It is just educating them on looking a bit further north and the opportunities there,” he said. One Ocean is represented locally by Richard Cunningham who can be contacted on 1300 368 123.

Jewels of the

mississippi History is everywhere in the land of bawdy blues and Southern bells – from Vicksburg’s silent Civil War

cemeteries to Elvis Presley’s Graceland in Memphis.

8 night journey

New Orleans to Memphis (or vice versa)

INCLUSIONS: 1-night pre-cruise deluxe hotel stay, including breakfast and American Queen transfers 7 night voyage aboard the American Queen

Complimentary shore excursions in every port Wine and beer with dinner on board

Daily lectures by our onboard river historian

Old-Fashioned Holidays Step aboard the American Queen all decked out in its holiday finery, sip a glass of eggnog, join in carols and watch the riverbanks for Cajun bonfires lit to guide Papa Noel in his way. Amid the glitter and elegance is the camaraderie of new friends, the joy the family and knowing this journey is unlike any other.

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Per Person, Twin Share

Departing 28 November 2015

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*Sales to 30 September 2015 or until sold out. Fares are cruise only in US dollars, per guest, based on 2 people sharing an Inside Cat G, Outside Cat C & Outside Superior Cat AA as at 16 June 2015, based on 28 Nov 2015 sailing. Valid new bookings only. Fares include port charges and are capacity controlled. Fares may vary by sailing and/or category, and may be withdrawn at any time. Gratuities, air & land transportation are additional. All fares are subject to availability & currency fluctuations. Itineraries are subject to change without notice. Fares include any applicable discounts. Please request a brochure for complete terms & conditions.

cruise report

Star Cruises targets aus market Star Cruises has spared no expense in bringing its SuperStar Virgo back to Australia as the Asian cruise line sets its sights firmly on wooing the Australian market.

Discussing the move to bring the vessel down under on a 48 day voyage in November, regional vice president sales Star Cruises Nicole Costantin said Australia was high on the list for the Hong Kong-based vessel following the stand out success of its last visit to Australia over a decade ago.

“The deployment changed people’s perceptions of what [Australians] could cruise on. They saw the appeal of cruising on an Asian cruise line and it changed the game,” Costantin commented.

The latest itinerary, which will set sail from 13 November to 31 December to take advantage of the southern summer, will visit Cambodia, China, Hong Kong and Singapore,

among other ports in Indonesia including Bali, Bangkok, Jakarta and Ho Chi Minh City.

Passengers also have the option of breaking the voyage into shorter segments such as Hong Kong/Singapore/Fremantle, Fremantle/ Sydney, or Sydney/Hong Kong.

Bentours savings

MS Volga savings

Bentours is offering a number of savings on its 2016 sailings to coincide with the launch of its new Cruising & Expeditions brochure.

Featuring marine expeditions to Antarctica, Greenland, Iceland and the Svalbard archipelago, the new brochure also includes Russian river cruises, Swedish canal voyages and cruse-ferry itineraries which traverse the Baltic Sea region.

Bookings for the Classic Antarctica Air & Cruise or the Polar Circle Air & Cruise expeditions which are secured by 30 September receive two free nights in a five-star Santiago hotel, while savings of up to 15% are available on any Bentours Grand West Coast Cruise, Classic Gota Canal or Great Swedish Canal Cruise for bookings secured by 15 March 2016.

New to the 2016 line up is the TriArctic National Park Expedition which covers Svalbard, Greenland and Iceland over 15 days. Departing Longyearbyen and cruising on to Iceland with Hurtigruten, prices start from $10,816.

Russian Travel Centre has released a dedicated brochure for the upcoming season of MS Volga Dream, with earlybird savings of 10% for bookings secured by the end of August.

Prices for the 2016 season have also been reduced, with Deluxe Stateroom bookings secured for July and August 2016 reduced by $850 per person. Including the earlybird discount, passengers save up to $1344 per person on the 2015 price for bookings secured by the end of August.

Two itineraries are outlined in the new brochure including the 13-day Moscow to St Petersburg cruise and tour which includes onboard accommodation and stays in luxury hotels to allow passengers to experience the cities of Moscow and St Petersburg. Highlights include day tours to

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travelBulletin JULY 2015

As Costantin explained, the itinerary has been tailored to Australian travellers who have been “constantly” requesting for the vessel to return to Australia.

“The whole cruise is targeted to Australia because of the simple fact that people have asked us to bring the ship back. The Australian market is central to what we do and we have seen so much growth out of this market,” she told travelBulletin, adding that the strong uptake prompted the cruise line to build two new vessels.

Costantin also stressed that the cruise line has rolled out a number of enhancements to cater for Australian passengers. “We are sparing no expense to bring the ship back.

It’s all go,” she said. New dining and beverage packages have been rolled out in addition to all new bar areas and Asian restaurants. n Visit bit.ly/1duYUb1 for details.

the Tretyakov Art Gallery, visits to the fortress in Goritsy, and a reception at the Governor’s House in Yaroslavl.

The 12-night Moscow to Astrakhan itinerary also covers Uglich, Nizhny Novgorod and Kazan with all meals provided on board. Prices lead in from $4625 per person.

Travel aboard MS Volga Dream includes meals with beer and wine, an evening program, sightseeing experiences, and professional English speaking guides. n Visit www.eetbtravel.com for details.

Tauck discount offer Tauck River Cruising has responded to fluctuations in the Australian dollar by passing on savings of up to US$1200 per couple on its 2016 European river cruises.

A number of new inclusions have been added to the 2016 European line up including special events at venues such as Chateau de Bizy in France and Chateau du Taillis in Normandy, along with a new destination experience at Schloss Ehreshoven in Germany.

New itineraries have also been added including the 10-day Rhine, Swiss Alps & Amsterdam tour which follows the Rhine River between the Swiss Alps and the Netherlands. Including a seven-night cruise aboard MS Grace, the itinerary also features a two-night stay at Bellevue Palace Bern and travel to Lucerne. n Contact reservations@traveltheworld.com.au for details.

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INCLUDED – Exclusive royal experiences on selected cruises: • EXCLUSIVE! Unforgettable day trip aboard the Majestic Imperator Train • Private tour and a lavish banquet at Germany’s Namedy Castle • Classical concert featuring Mozart Boys Choir members at Vienna City Palace INCLUDED – All onboard meals and beverages, tipping, transfers, Wi-Fi and port charges INCLUDED – Freedom of Choice inclusions and APT’s exclusive Signature Invitations

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*Conditions apply. Prices are per person (pp) AUD twin share. Prices are correct as at 23 June 2015 but may fluctuate if surcharges, fees, taxes or currency change. All offers are available until 31 July 2015 unless sold out prior, valid for new bookings only. Prices based on EUMC15: 4 November 2016 (Cat. E). Prices are inclusive of the $400 pp early payment discounts. A limited number of all SuperDeal offers are available on select itineraries, suites and departures. All offers are available and are subject to availability, until sold out. EARLY PAYMENT DISCOUNT: $400 pp offer is applicable to tours with cruises of 14 nights or longer that are paid in full 10 months prior to tours departure. An initial deposit of $1,000 pp must be paid within 7 days of making the booking. 2nd deposit of $2,000 pp is due by 31 October 2015. Full payment must be received 10 months prior to tour departure. NO EARLY PAYMENT DISCOUNT: A 1st non-refundable deposit of $1,000 pp is due within 7 days of booking. 2nd deposit of $2,000 pp is due by 31 October 2015. Final payment due 100 days prior to departure. FLY FREE: Includes economy class airfare and air taxes up to the value of $1,100 pp.

Flights are in economy class with Singapore Airlines or an airline of APT’s choosing, and are subject to availability of airline and booking class. Once booking class sold out surcharges apply. Flights must be booked by APT. Air ticketed upon receipt of first deposit. Any changes made after ticketing may incur an amendment or cancellation fee. Australian Pacific Touring Pty Ltd ABN 44 004 684 619.

ATAS Accreditation #A10825. APT2718

industry in focus

ion lders with fash brushed shou ry famil ar B nt a ce rin re at ring Contiki’s Contiki MD K du ia , ed m d oggers an rt, Airlie Walsh influencers, bl Jessica Whitfo g in ud cl in , Turkey in Greece and alford.

W a iss ar and C

This group of top selling agents discovered why Vegas has been dubbed the entertainment capital of the world on the recent Las Vegas and Pinpoint Travel Group MegaFam. Participants got a taste of the lot, with thrilling shows, a twilight helicopter flight over the Strip, and a hint of shopping and dining.

APT showed these agents the best Canada has to offer, including whale watching in Victoria and the northern lights in Jasper. They even spotted a grizzly bear!

These top achieving agents got to experience Tassie first hand on a recent famil. Fine food and wine were on the agenda, along with some sightseeing in Freycinet National Park (pictured).

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travelBulletin JULY 2015

It was smiles all round for these lucky consultants who experienced Macau and Shanghai courtesy of Helen Wong’s Tours.

Anne-Marie King and Jeremy van der Klundert rallie quick photo at th d together for a e Sabre Pacific Tech Summit las t month.

JULY 2015

There are few better ways to relax than kicking back on a trip to Whitehaven Beach in the Whitsundays. These agents did so in fine form after winning a spot on the famil as part of the Hamilton Island Spoilt Bratz incentive.

International Pow Wow kicked off with a bang last month in Florida, with these Australian and New Zealand agents letting their hair down at the official cocktail function.

oup of agents a urs showed this gr Mandarin World To il. an on a recent fam good time in Ta iw

These consultants were all smiles as they soaked up the sun in the Aloha state courtesy of Hawaiian Airlines and Freestyle Holidays.

These lucky agents were introduced to Ireland like locals, courtesy of Trafalgar.

Here they are enjoying a pint or two at the Guinness Brewery in Dublin.

Hong Kong Tourism Boa rd and Catha the sights an y Pacific trea d sounds of ted these Flig Hong Kong hties to on a recent educational.

travelBulletin JULY 2015

41

SOUTH AFRICA

Call of the Wild Traversing the Garden Route

By Brian Johnston

L

ET’S be honest, the Garden Route is a misleadingly named tourist drive. If you expect clipped hedges and pretty flowerbeds, disappointment awaits. On the other hand, flamingos wade in lagoons, baboons loiter by the roadside and seals flop on dramatic shorelines. Instead of prim lawns, you get misty valleys, serrated mountain ranges and wild, isolated beaches where

Antarctic waves pound. The Garden Route is magnificent, just as long as horticulture isn’t your chief interest.

Officially speaking, the Garden Route runs along 200 kilometres of South African coastline between Mossel Bay and Storms River, but for most travellers, it really means the drive of some 750 kilometres between its access points of Cape Town and Port Elizabeth. Scarcely a metre of it is less than glorious, so take at least a week, with time to explore side roads and hiking trails, or simply to relax in seaside villages.

Spectacular coastal scenery begins at Mossel Bay, but George just to the east makes a lovely first night, sitting between the coast and Outeniqua Mountains. George was described in 1811 as ‘the prettiest village in the world’ by novelist Anthony Trollope, and nothing much has changed. The town is dotted with historic buildings in the Cape Dutch and European styles of the eighteenth and nineteenth centuries. Outside the library in York Street stands an oak tree under which slaves were once bartered, and pieces of slave chains and an old lock are still embedded in the bark in an eerie reminder of Africa’s dark past.

From here, the Garden Route leads you onwards to the upmarket seaside town

of Wilderness where fine beaches meet shimmering lagoons, and spoonbills and flamingos strut. Knysna is another beautifullylocated town and you could easily stop here for a few days of swimming, fishing and walking through the area’s giant yellow-wood forests.

But for something a little different, Plettenburg Bay is smaller and more elegant.

The town is backed by hills of yellow-wood forest where hiking trails are a bird watcher’s delight. This chic coastal retreat also provides golf courses, fine accommodation, surfing and diving – or you can kayak on inland lakes as kingfishers flash past in neon blue flashes.

Nearby Robberg Peninsula has an 11-kilometre trail where visitors can observe

The Garden Route is ‘magnificent, just as long

as horticulture isn’t your chief interest

’

seals, humpback whales and a variety of sea birds. This windswept peninsula also has shell deposits left over in middens that are remnants of the beachcombers who lived here at the time of first European settlement.

From Plettenberg Bay, travellers can abandon

SOUTH AFRICA the main highway and take the smaller R102 thoroughfare instead as it meanders through scenic gorges to Storms River Mouth.

Here, Tsitsikamma National Park preserves one of the Garden Route’s most beautiful sections of coastline where forests and river gorges combine with ocean-scapes.

The park has few roads, making hiking trails the best way to take in this natural wonder. Easy boardwalks are plentiful throughout the park, but for those up for a challenge, the five-day, 48 kilometre Otter Trail – South Africa’s most popular long walk – is simply magnificent.

The Garden Route leaves the coast at Storms River where backpackers can often be seen bungy jumping from the road bridge.

It comes to an ignominious end in the tangled highways of industrial Port Elizabeth, but visitors should not be put off. Port Elizabeth – or PE as the locals call it - hides an unexpectedly stylish city centre and splendid urban beaches.

The Garden Route is high on the must-see lists of many visitors, and with good reason.

Travellers will be seduced by its natural beauty, but the key is to leave enough time to discover the quaint destinations tucked beyond the main highways that are the real hidden secret of the region.

Need to know Getting There Qantas offers daily services to Johannesburg out of Sydney, and South African Airways – which codeshares with Virgin Australia – operates daily flights to Johannesburg out of Perth.

Currency One Australian dollar equates to around 9.5 South African Rand. A bottle of water generally costs around R$8 and a meal at a standard restaurant costs around R$80.

Getting Around Unsurprisingly, a number of car rental providers have the Garden Route covered including Avis, Banger Car Hire, Tortoise Car Hire and AutoHireSA. Rates vary during peak travel times.

Where to Stay Accommodation is easy to come by along the Garden Route, but the popular towns of Knysna and Plettenberg Bay can be crowded during December and January. Booking well in advance is recommended when travelling during these times. Some of the top recommendations include Phoenix Guesthouse, The Turbine Boutique Hotel, and Lily Pond Country Lodge.

travelBulletin JULY 2015

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SOUTH AFRICA

Hot Product

Tough times for SA, but strong outlook ahead SOUTH Africa’s tourism sector has had a rough trot over the past 12 months as the Ebola crisis has tarnished travellers’ perceptions of the African continent, but operators are confident that the industry will find its feet in 2016.

Bench International general manager Martin Edwards told travelBulletin that the entire African continent was still feeling the effects of the Ebola epidemic despite the fact that the major tourist areas have since been declared free of the deadly virus.

Bench reported “many” group cancellations in the months following the outbreak, with the crisis compounded by the devaluation of the Australian dollar which has contributed to price increases for touring product, particularly in East Africa. However, he confirmed that there has been an upswing in new group enquiries for 2016, with early indications suggesting that 2016 will be “back to normal”.

“The last 12 months for us have been tough and Africa has been tough to sell, but a lot of bookings that didn’t happen late last year are now taking place so the situation is certainly improving,” he said, also noting a rise in enquiries for self-drive holidays in recent months.

A&K MD Sujata Raman added that South Africa’s tourism industry was sure to regain its strength in the year ahead, labelling it a “stable destination” for families and FIT travel.

“South Africa has taken a hit this year, but people will return. It’s like saying ‘people aren’t travelling to France this year’. We know they will return next year because it is such an iconic destination,” she said.

Bench International recently launched its Safari School training platform which includes a series of training modules and videos. Participants receive a certificate after completing each module and are recognised as a Bench Africa Specialist. n Visit bit.ly/1LbBjJ4 for details.

Safety and cost no concern for operators TOUR operators have quashed notions that South Africa is an expensive and unsafe destination, claiming that safety standards rival Australian metropolitan cities and the array of product caters for all budgets.

While South Africa has often been slumped with perceptions as an expensive destination, Wildlife Safari managing director Trevor Fernandes told travelBulletin that the country was becoming more affordable for international travellers as more product comes online.

“South Africa is becoming a more sophisticated destination that is more affordable than Australia for culinary and luxury experiences,” he said.

A&K MD Sujata Raman added that a wave of new mid-priced options is making the destination more affordable than in the past. In her view, notions that South Africa is expensive have stemmed from the array of luxury product which bears a high price tag. But she stressed that more options are available. “There are some very luxurious lodges for travellers who want to spend top 44

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dollar, and that is what gives it the perception as expensive,” she told travelBulletin.

Fernandes also touched on the topic of safety, claiming that perceptions South Africa is unsafe have unfairly swirled in the media.

“The crime stats in South Africa are not good, but they don’t reflect criminal activity on visitors and it’s a local problem,” he said.

Raman echoed Fernandes’ view, adding that safety is less of an issue beyond the major cities such as Johannesburg and Durban. “Self-drive holidays and game drives are the main attractions rather than the capital cities, but safety is not an issue once you head into the bush,” she commented.

Interlude Tours is offering discount travel insurance for guests who book the 23-day Interlude to Southern Africa by 1 September. Covering Johannesburg, the Kruger National Park, the Garden Route, Cape Town and Victoria Falls, the tour departs 23 October and includes airfares, luxury hotels and lodges, some meals and an experienced guide. Passenger numbers are capped at 12 guests with prices leading in from $12,638. Commission is now available for agency bookings after the tour operator partnered with Venture Holidays earlier this year.

Bench International’s 14-day Silver Self-Drive South Africa itinerary covers some of the top highlights of the country’s south, starting with three days in Cape Town, a full day at the Cape Winelands, and travel along the Garden Route. Guests can travel at their own pace, with all accommodation in 4-5 star properties included. Prices start from $2995 per person including all accommodation, car hire, and all meals.

A&K’s Connections South Africa Cape & Kruger private touring itinerary covers some of the country’s top icons over nine days. Starting in Cape Town, the guided tour visits Table Mountain and the Cape of Good Hope before continuing on to Ngala Private Game Reserve in the Timbavati area for game viewing and bush walks. It’s then on to Victoria Falls for a rainforest walk and afternoon sunset cruise on the Zambezi River. Prices start from $4340 including some meals, guided touring and internal airfares.

World Journeys has added a Campfire Cooking experience to the line-up for travellers who book a safari in the Eastern Cape at Kwandwe Private Game Reserve. The new add-on gives guests the chance to learn more about preparing and cooking authentic South African barbecues (braais) from a local culinary team. The experience, which includes three culinary sessions, is based on a minimum three-night stay at Melton Manor. n Contact World Journeys to book at info@worldjourneys.net.au.

SOUTH AFRICA

Industry DIVIDED On New Visa rules CHANGES to visas for minors travelling to South Africa have now come into effect, but uncertainty lingers over the effects on the country’s tourism industry.

The South African Department of Home Affairs officially launched changes to legislation on 1 June, with all visitors under 18 years of age now required to provide an unabridged birth certificate to enter the country when travelling with both parents.

Additional paperwork is required for minors travelling with a single parent, and further documents are required when minors travel without a parent.

The legislation – which was delayed for nine months to allow the industry to prepare for the changes – has been met with mixed feelings from the sector, with some operators accepting the changes, and others expressing concerns that tourism numbers may suffer.

South African Tourism country manager for Australasia Lalie Ngozi told travelBulletin that the new legislation had been met by apprehension from some tour operators who fear the changes will send tourists to competing destinations. But she conceded the changes were a “step in the right

direction” to protect the safety of children.

Wildlife Safari managing director Trevor Fernandes echoed her call, claiming that the industry and consumers have no choice but to accept the changes. “These visa changes are just being hyped up by the media. If people are informed and have nothing to hide, it will just be like carrying another piece of paper,” he said.

But others are less convinced.

A&K managing director Sujata Raman told travelBulletin that the changes will “absolutely” have an effect, noting that visa changes in any country impact visitation.

“Visas need to be consumer friendly and South Africa will lose [travellers] who haven’t planned well in advance,” she said.

South African Airways country manager Tim Clyde-Smith agrees, telling travelBulletin at a recent industry event showcasing the destination that “every single operator in this room is suffering because of the changes”.

Sabi Sabi Private Game Reserve marketing director Jacques Smit agrees that the more complicated legislation will have a negative impact. Like many ground operators, Smit is campaigning “heavily” against the changes in

the hope that the government will ease the paperwork requirements for young families.

“This will absolutely have an effect on the tourism industry,” he told travelBulletin, adding that family travel has seen “huge growth” from international markets.

He also expressed concerns that school exchange programs between Australia and South Africa could be under threat due to the changes. But while the campaigning continues, he said the industry had a central role to play in easing confusion for travellers.

“It is up to the African specialist wholesalers to advise their clients correctly accordingly to each individual’s circumstance to assist in making their travel to South Africa an easy experience,” he concluded.

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SOUTH AFRICA

South

African

Gems

South Africa is a country of diversity, but there’s more to this southern land than its celebrated wildlife. The country’s most frequented cities offer a stark contrast to the wild plains, each boasting its own flavour, as Louise Wallace writes.

CAPE TOWN CAPE Town is a melting pot of cultures and cuisines – largely because of the country’s troubled past which ended in democracy in 1994 after a highly politicised struggle.

Culture is celebrated in Cape Town with a number of annual festivals, but Table Mountain National Park is a must for any visitor, with the flat-topped giant standing at attention by the city’s outskirts. There are also countless cafes, gardens and historical buildings, the acclaimed Constantia Wine Route, and quaint villages down the Southern Peninsula.

Durban

Durban has shaken its reputation as a tired city and emerged as a cosmopolitan hub thanks to a major makeover leading up to the 2010 World Cup. The culture is unlike any other destination in South Africa, with a beach-meets-business vibe like Sydney meets the Gold Coast. Home to the biggest port in Africa, Durban’s business sector continues to swell, but the beach and sultry weather creates a cosmopolitan feel unlike Durban’s bigger sisters Cape Town and Jo-burg. Durban also has the largest Indian population outside of India, culminating in a unique Asian/African buzz. The curry is also mouth wateringly good – the Bunny chow is a must.

Durban Beach, Steve Roetz

Johannesburg AS THE largest city on the map in South Africa, Johannesburg has everything travellers would expect from a buzzing city. There are cultural districts, museums and cafes, and a bustling business centre, along with a host of wealthy suburbs which give Australia’s top areas a run for their money. The ultra rich pockets are countered with poor neighbouring townships, and poverty is still clearly apparent. But Johannesburg’s cultural gems are where it shines. The Apartheid Museum tops the list, but Constitution Hill is another must along with Circa on Jellicoe which is an architectural landmark which doubles as a contemporary art gallery.

Nelspruit

Johannesburg, City of Gold, Dylan Harbour

NELSPRUIT is a far cry from the buzzing metropolises of Jo-burg and Durban, but its laid back charm is its claim to fame. Nestled in the south east corner of the country, close to Mozambique and Swaziland, the Kruger National Park is what lures travellers from afar.

That, and its natural scenery with the likes of the Blyde River Canyon which just makes the podium as the third deepest canyon in the world. Adventure seekers will get the most out of Nelspruit and its surrounds, with the adventure-sports capital Hazyview within easy reach with quad bike riding, zip lining, abseiling and tubing on offer with operators including Induna Adventures and Africa Safari Adventures.

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SOUTH AFRICA

Q&A

South Africa oozes appeal for globetrotters, with wildlife, buzzing metropolises and eye popping scenery. TravelManagers consultant and South Africa enthusiast Lesley Cavill ran through her top selling tips.

What are the main drawcards for Australians travelling to South Africa?

There are so many different experiences and something for everyone. There are direct flights from Perth and Sydney, and English is widely spoken which makes it easy to communicate.

Which destinations are a must?

Cape Town combines perfect beaches and mountains, making this one of the most scenic cities on earth. The Garden Route is also a beautiful area to explore, and Johannesburg for its culture and exciting urban vibe. However, the jewel in South Africa’s crown is the wildlife and it is essential to go on a safari to be able to experience the Big 5 in their natural environment. The excitement and exhilaration is unbeatable.

Which parks are the best for game viewing and all-inclusive experiences?

Kruger National Park offers one of the best wildlife experiences and is one of the most popular. You can drive or fly from Johannesburg and there are many camps, lodges and accommodation to suit all budget types. Just on the edge of the Kruger National Park is the Sabi Sands Game Reserve which contains some of the best and most exclusive private game lodges.

Is South Africa still riding on the back of the safari wave, or are other experiences coming to the foreground?

Wildlife safaris are so unique and still feature highly on many bucket lists.

People are realising the impact that illegal poaching is having on these beautiful creatures and are keen to get there sooner to experience them. Travellers are keen to combine the safari experience along with

some other forms of adventure or relaxation so multidestination holidays are very common.

What are your top tips for selling the destination to clients?

The South African Specialist Training is fantastic to show you what each area can offer your clients. I would also suggest giving your clients the option to combine destinations so that they can experience the diversity of the different regions – such as combining a safari with a city or beach stay. Also, sell the benefits such as it being an English speaking country and the great currency conversion.

#GOWITHDADDO WIN A TRIP FOR 2 TO MEET SOUTH AFRICA HOSTED BY ANDREW DADDO. COMPLETE THE SOUTH AFRICA SPECIALIST COURSE TO BE IN THE RUNNING. VISIT SaSpecIalIST.SouThafrIca.NeT

SAMOA

Talofa

Samoa

By Nina Karnikowski

I

t’s FOUR in the morning and the Samoan sky is covered with an overturned salt shaker of stars. A warm, frangipaniscented breeze wafts through the open taxi window. My husband and I are finding it nearly impossible to keep our eyes open as we’re driven the 90 minutes from Faleolo Airport in Upolu, one of Samoa’s two main islands, to our resort. And yet our driver is bright, almost impossibly cheery, and full of highly useful information that we’ll no doubt forget in our sleep-addled state.

He points to one of the open-walled structures we’ve been passing. “See those?

They’re houses, or fales as we call them.

In Samoa, we don’t need walls. There’s hardly any theft here, and if someone does take something they will be shunned by the whole village.”

Both this information and the affable manner of our driver are, we soon discover, perfect examples of Fa’a Samoa, or the Samoan Way. This 3000 year-old living culture puts family before all else and celebrates traditional values and cultural practices and customs. It can be felt acutely in the warm hospitality of the Samoan people, which follows us every step of the way as we explore the waterfalls, trenches, blowholes, secluded beaches and cultural sites of this natural nirvana.

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Natural Wonders Our time on this Polynesian paradise revolves around aquatic adventures, which begin with a swim, snorkel and glassbottomed kayak around the private lagoon in front of our resort, Seabreeze.

The following afternoon we take the 20-minute hike to Vavau Beach, a palmfringed, Grecian-clear lagoon surrounded by rainforest, which we have completely to ourselves. The famous To Sua trench, a gigantic lush green tidal hole that formed when the roof of a lava tube collapsed, is just 10 minutes walk away in Lotofaga

Samoa time has us firmly in its clutches and we roll sedately between magical experiences

‘

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village. We descend the near-vertical 30-metre ladder into waters so warm, clear and sparkly that we don’t manage to pull ourselves out until our fingers are puckered like prunes.

By day three, ‘Samoa time’ has us firmly in its clutches and we roll sedately between

magical experiences. There’s a visit to the Piula cave pool, a freshwater swimming hole that reaches into a series of caves, and to the Pupu Pu’e National Park’s coastal walk that emerges at a lava field pockmarked by blowholes. There’s a night spent in a treehouse resort named Lupe Sina in Upolu’s hinterland, where we sleep in a 300-year-old banyan tree. There are visits to the 100-metre Papapapaitai Falls, and to Lalomanu Beach on the south coast, which is surrounded by craggy green volcanic peaks and candy-coloured beach huts. All unimaginably beautiful experiences that we hardly have to share with a soul.

To Church We Go What we do have to share with many souls is the local church, which we venture to early the next day. Sundays are dedicated to worship and spending time with family in Samoa, so we wrap ourselves in white lavalava sarongs and shuffle into church alongside dozens of white-clad locals.

Listening to the locals sing a string of gospel hymns in their deep, resonant voices is a transcendent experience, and one that helps us understand what a huge part Christianity has played in Samoan culture ever since the western missionaries arrived

SAMOA

in 1830. Today, the motto on Samoa’s crest reads Fa’avae I Le Atua Samoa, ‘Samoa is founded on God’, and there are churches like the one we’re in in every village we pass.

When the service is over we stroll slowly back to our resort, moving through clouds of smoke-infused air emanating from the umus (earth ovens) that are traditionally enjoyed on Sunday afternoons.

Culture Hit At Samoa Tourism Authority’s Cultural Village, set in the heart of Upolu’s capital Apia, we learn about a slightly less righteous Samoan tradition. Here, in amongst demonstrations of woodcarving, palm weaving and umu making, we witness a live, wince-inducing tattooing session.

Tattoo, our guide tells us, is a traditional and sacred Samoan art form that’s seen as a rite of passage for men entering into adulthood. Men often cover their entire bodies in intricate ink patterns, created by master tattooists with traditional handmade bone, tusk, shark tooth or wood tools, as a mark of personal and spiritual maturity, and a lifetime commitment to Fa’a Samoa.

“It’s the ultimate mental and physical challenge, to prove your character and your bravery,” says our guide, adding that the

process can take up to two weeks and that an unfinished tatau (as tattoos are called locally) is a sign of weakness that will bring shame to the participant’s family.

“When you come out of it alive, which not everyone does, it makes you appreciate everything. And no matter how hard a job you’re given, you do it with a smile.”

We’re certainly smiling that afternoon as we explore Apia’s busy handicrafts market, and the enchanting mansion of Treasure Island author Robert Louis Stevenson in Vailima, where he spent his last five years

Listening to the locals sing gospel hymns in their deep, resonant voices is a transcendent experience

‘

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in the 1890s. Our guide offers to walk us to the top of Mount Vaea behind the mansion to see the author’s tomb, but after all our adventuring we’re looking forward to simply lazing on the beach. He accepts our decline with grace and a hearty chuckle. Which is, of course, the Fa’a Samoa.

Need to know Getting There Cheap airfares to Samoa are easy to come by, with Virgin Australia, Air New Zealand and Fiji Airways all offering regular services out of Australia.

Getting Around Driving is one of the easiest ways to get around the islands, with a number of rental options on hand. Avis, Blue Pacific Care Hire, Discovery Rentals, and Go Rentals are just some of the options for travellers.

When To Go The humidity is high across the year in Samoa, with slightly cooler temperatures from April through to October. The coolest temperatures are in June and July ranging from around 24C to 34C. December and January are the busiest months but also the wettest when average temperatures range from 27C to 36C.

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SAMOA

please sir can i have sam-oa

By Sarah Piper

The island of Savai’i is made from the largest shield volcano in the South Pacific. Currently dormant, the lava fields at Saleaula are a testament to the awesome force that Mother Nature is, and the destruction that she can cause.

SAVAI’I

Visit Papaseea Sliding Rocks - literally nature’s waterslide. The sliding rocks are divided into two; one for kids and the other for adults.

mANONO

Get up close and personal with the blowholes at Alofaaga. Take a walk into the reserve along the coast and be amazed by the sights and sounds of this natural phenomenon. Be warned though, you may get a bit wet!

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Archaeology and Samoa may seem like odd bedfellows, but Samoa has a surprisingly rich history. Visitors can circumnavigate the tiny island of Manono in two hours at a leisurely stroll and pass the archaeological site of the Grave of 99 stones. Alternatively, head along one of the interior tracks and visit the 12-pointed ancient star mound on the lofty 110m Mount Tulimanuiva.

No visit to Samoa would be complete without seeing To Sua Ocean Trench.

This is the stuff that your Instagram dreams are made of. Amazingly picturesque, this saltwater pool is linked to the ocean via tunnels and surrounded by colourful gardens.

Access to the 30m deep trench is via a ladder on-site.

Upolo

Pack your snorkelling gear and swim to the coral edge of the reef near Lalomanu Beach.

Travellers who make the trip in the early morning or early evening may be rewarded with the chance to swim alongside turtles in their natural habitat.

LET YOUR FAMILY LOOSE IN SAMOA.

Samoa is made for real family adventures. An unspoilt tropical paradise where you can get up close with mother nature. Swim with turtles, snorkel on coral reefs amongst myriads of multihued tropical fish, dive into crystal clear waterholes. What’s more Samoans treasure family and love children so they are always made to feel welcome.

A family holiday in Samoa makes others look tame.

HOLIDAY THE SAMOAN WAY. www.samoa.travel

NORTHERN SKI

HEAD NORTH FOR THE WINTER

By Rachael Oakes-Ash

A

USTRALIAN skiers and boarders are the number one international inbound market to North American ski fields including Whistler, Park City, Aspen and Telluride.

As a result, USA and Canadian resorts court the Aussie ski dollar with competitive deals that favour consumers.

Put simply, there has never been a better time for Australians to head north of the equator for some snow and ski action in North America. Add new chairlifts, new terrain and new ski passes targeted towards Australians to the mix, and the upcoming ski season just got a whole lot better.

US-based Vail Resorts’ acquisition of Perisher in Australia was huge news earlier this year, with the $176 million deal including the sale of resort areas Perisher Valley, Smiggin Holes, Blue Cow and Guthega. And no doubt, Vail will be actively encouraging Perisher skiers and boarders to venture further afield to the ski giant’s other resorts in North America.

The already heralded Epic Pass for US$769 got a whole lot better for antipodeans when Perisher was added to the mix, with ski enthusiasts now able to purchase the 2015/2016 pass and receive unlimited skiing at Vail Mountain, Beaver Creek, Keystone, Breckenridge, Arapahoe Basin, Heavenly, Northstar, Kirkwood, Park City and Canyons. They can also make the most of the southern ski season, receiving unlimited skiing in Perisher in 2016.

But as Vail’s portfolio continues to expand, other resorts are doing their bit to reel in travellers. Aspen, which counts Australia among its top overseas markets, responded with the launch of the Aspen Ski 30 pass which provides 30 consecutive days of skiing in Aspen Snowmass between 1 January and 17 April, 2016. Priced at US$630, the pass essentially pays for itself within just seven days, and comes with a kids ski free offer.

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The Max Pass in North America is another ski pass that’s making waves in the Australia market, giving skiers and boarders access to 22 mountains with five days at each. Totalling 110 days of skiing and boarding with no black out dates, the pass extends to Big Sky in Montana, Steamboat in Colorado, Blue Mountain in Canada, and is priced from US$699 for the 2015/16 season.

Not to be outdone by Perisher, Thredbo also announced a partnership with The Mountain Collective to roll out a ski pass that offers two days of free skiing at Sun Valley, Alta Snowbird, Lake Louise Sunshine Village, Mammoth Mountain, Jackson Hole, Whistler Blackcomb, Squaw Valley Alpine Meadows - and now Thredbo. Priced from US$389, the pass also includes 50% off all day passes at Mountain Collective resorts which are purchased after the two-day ski free offer.

If that doesn’t capture the eye of the Australia market, Jackson Hole Mountain Resort in Wyoming is celebrating its 50th birthday this season with free beer on Australia Day. The resort is also opening a new Teton high speed quad chairlift which will be open for the upcoming northern season, offering advanced skiers easier access to the backcountry terrain at Granite Bowl.

While we’re on the topic of chairlifts, the much anticipated Park City Gondola which will link Park City Mountain Resort to Canyons in the US will open this coming season. The eight-seater gondola will connect the two ski areas, creating the largest resort in the US with 7300 acres of skiable terrain across 14 bowls and 300 ski trails. The plan also includes a new restaurant, new chairlifts, and snowmaking enhancements to improve Utah’s skiing proposition on the global stage.

Aspen Snowmass has also announced some improvements for the upcoming season including a new US$8 million High Alpine chair lift project which almost halves the ride time to under six minutes.

The party-loving Cloud Nine restaurant at Aspen Highlands will also

NORTHERN SKI

Photo: Larry Pierce/Steamboat

receive an interior upgrade over the summer, just in time to open the doors for the winter season. The plan is to retain the retro feel and combine it with some contemporary design elements.

In other developments, Squaw Valley and Alpine Meadows in California are forging ahead with plans to install a gondola between the two resorts. The idea is to create a link to carry 1400 skiers per hour over two miles in around 13.5 minutes. While the ambitious project was originally flagged for completion for the 2015/16 season, it’s now more likely to be up and running the following season.

Further north in Canada, Sunshine Village in Banff is currently in the process of installing a new lift for the 2015/16 season. The high speed quad Doppelmayr chair will replace the Tee Pee Town double chairlift and will feature heated seats, footrests and even “bubble

covers” for wind and weather protection . Marking the first chairlift of its kind in Canada, it will transport an impressive 1200 people an hour.

There’s more good news for Australians heading to Canada, with Qantas announcing more Sydney to Vancouver flights in the 2015/16 northern season following a successful trial period last northern winter. From peak time in December 12 to January 25, the airline will fly three times a week on a three class Boeing 747.

The outlook is good for the upcoming northern ski season, but Australians can expect more news out of North America as the season approaches.

Rachael Oakes-Ash is a regular blogger and can be followed on social media @misssnowitall. travelBulletin JULY 2015

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NORTHERN SKI

Aussies Locking in

ski holidays Sooner

DEMAND for northern hemisphere ski holidays is on the rise, with bookings filtering through up to five months earlier than previous years, according to Skimax MD Rodney Muller.

Muller told travelBulletin that bookings were now being secured as early as February for the northern winter, with limited capacity in Japan likely to be driving the trend.

“The early demand for Japan is unprecedented, and people are now starting to book much earlier to avoid missing out,” he commented. Muller said interest for the USA and Canada was still “strong”, but the rate of growth for Japan was outstripping its North American rivals. However, he stressed that the weakened Australian dollar against the greenback was not deterring travellers from travelling to the USA.

“The cost of travel to the USA has gone up proportionately more than Japan and Canada, but it doesn’t seem to be diverting interest away from the USA,” he said. “Logic would say that people would change their plans, but that’s not happening.”

Muller said demand for ski holidays was on the rise with Australian travellers, which he attributed to the global publicity of the Vail and Perisher tie up in March. Increased air capacity was also a culprit, he said, with Qantas now flying direct to Vancouver and United launching a direct service from Melbourne to Los Angeles. Skimax is offering a range of earlybird specials including a 10% saving on accommodation at Alpen Hotel in Niseko from $2129 per person twin share.

Photo: Scott Rowed

Club Med luxury push tracking well CLUB Med’s new Val Thorens resort in France has been well received by global travellers, with the resort proving the most popular in the hotelier’s global portfolio this year.

Launched in December last year, Club Med Val Thorens Sensations resort marked a turning point for Club Med, featuring the latest innovations in technology, including wi-fi on piste and digital check in.

Club Med general manager of Australia Madeline Clow said the resort was an indication of the “future of Club Med” which is tailoring its product to suit more sophisticated clients.“We are investing in old properties but trying to give ourselves a range of luxury product,” she said.

Club Med’s ski resorts have had a “strong” year out of the Australia market, with Clow claiming that demand has doubled year on year. To see the latest Club Med Snow Resorts brochure, visit bit.ly/1SZXjtI.

Singapore STOPOVER Air France has partnered with Changi Airport in Singapore to offer a stop-over package priced from SIN$60 per person.

Available to passengers who fly with Air France via Singapore, the package includes a one night stay in the three-star Cultural Hotel Singapore, airport transfers, and a half-day city tour. Bookings must be secured by 15 December for travel by 31 March 2016. n Contact chewyen@starmart.com.sg for details.

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Winter Savings ITALY SKIMAX is offering an earlybird deal at Cortina Ski Resort in the Dolomites, with seven nights of accommodation, daily breakfast and return airport transfers from $1141 per person twin share. The deal is valid for travel from 9-21 January 2016.

KOREA SKIMAX is offering earlybird savings for stays at Dragon Valley Hotel in Korea, priced from $969 per person twin share.

Travellers can ski Yongpyong which will be one of the three main sites for the 2018 Winter Olympics, with 31 slopes, 15 lift facilities and one cable car lift. The offer includes seven nights in a deluxe room and a six-day ski pass. It is valid for travel from 5-29 February 2016.

CANADA SNO’N’SKI is offering a Ski-7 Pay-5 deal at Big White Ski Resort in Canada. The third largest resort in British Columbia, the resort has 16 lifts and receives around 750cm of annual snowfall. Night skiing is another drawcard along with its variety of beginner to expert trails. The deal only applies with accommodation bookings, with 10-night bookings receiving an additional four nights of accommodation and skiing for free. Lock out dates apply. n Visit www.snonski.com.au for details.

USA MOGUL Ski World has launched a ski-free deal at Telluride Ski Resort in Colorado, with a Buy-10 Pay-8 lift pass valid all season. A Stay-7 Pay-5 deal also applies to accommodation at Lumiere Hotel booked by 6 November, with prices for a seven-night stay starting from $2338 per person twin share. Rates are based on travel in January 2016. n Visit www.mogulski.com.au

JAPAN SKI Japan has launched an earlybird deal offering savings of up to 20% off accommodation. A range of cottages, townhouses and apartments are on offer for bookings secured by 30 October. The deal is available for travel from 28 November to 11 December, and 12 March to 24 April. n Contact holidays@skijapan.com Japan Ski is also offering savings for stays at Hilton Niseko Village. Located at the base of the gondola, prices lead in from $1103 including return airport transfers, a six-day lift pass and seven nights of accommodation.

Bookings must be secured by 31 August.

2015. n www.japanski.com.au.

NORTHERN SKI

Top 3 to ski BIG WHITE, CANADA

Davos is the largest ski resort in Europe, and widely regarded as one of the best.

Encompassing five separate ski areas with over 100 runs spread out over an impressive 320kms, there’s no shortage of terrain.

Catering predominantly to intermediate to expert skiers and boarders, there are no green runs to speak of, and some experience is required to navigate the terrain. But the upshot is that the size of the resort means there are fewer crowds, so Davos could be worth a look in if your clients are up for a challenge.

The town of Davos itself also has plenty to offer off the slopes including the largest outdoor ice rink in Europe and ample bars and restaurants catering for all budgets.

BEAVER CREEK, USA

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Already known to many Aussie skiers and boarders, Big White is popular for good reason -- there’s over 100kms of trails with dry powder, long tree-lined runs, and plenty of sun.

Travellers come for Big White’s terrain, with options for everyone. Intermediate skiers can let loose with over 50% of the mountain dedicated to blue runs. There is also the award winning Telus Terrain Park for those looking to hone their freestyle skills.

As the largest ski-in ski-out resort in Canada, accommodation options are plentiful ranging from three-star to five star. Activities in the buzzing ski village also cater for the masses with snow tubing and ice skating, as well as a host of restaurants, pubs and bars.

Davos, SWITZERLAND

IMG_5144, Le Chuck, bit.ly/1QomH8j

Situated about an hour’s drive from sister resort Vail in the Colarado Rockies, Beaver Creek has something for everyone.

Home to the 2015 Alpine World Ski Championship, there are runs to challenge the most proficient skiers and snowboarders, but Beaver Creek is also a haven for kids.

Every afternoon at around 4pm is ‘cookie time’ in the village -- which is as good as it sounds. There are also special family zones on the mountain and kids adventure zones among the trees for tiny shredders.

Beaver Creek is ideally suited to travellers who don’t mind spending a little more for quality powder, resorts and activities, but the luxurious ski-in ski-out options make up for the price tag.

WIN A SKI TRIP IN FRANCE This month travelBulletin, together with Club Med and Air France are giving readers the chance to win an amazing ski trip to France. This fantastic prize for two includes: • • • •

Seven nights accommodation in a club room in either Club Med Val d’Isere, Valmorel or Peisey Vallandry Return economy fights with Air France Ski passes and ski/snowboard lessons Gourmet meals and open bar including beer, wine and cocktails

To win this inclusive prize, all you need to do is: tell us in 25 words or less why you would fly Air France to go skiing at a Club Med resort in France.

Send your entries to comps@travelbulletin.com.au Terms and conditions apply, see the travelBulletin website for details.

Intoxicating India & Sri Lanka

India

By Amanda Woods

F

ROM the glacial peaks of the Himalayas in the north to the tropical beaches of the Indian Ocean in the south, India is not only a physically vast and beautiful country, it is also home to one of the oldest cultures in the world.

While the Taj Mahal is the most instantly recognisable attraction in India, the country is home to a seemingly endless list of palaces, fortresses, bazaars and temples, each with its own story to share.

Of the 32 UNESCO World Heritage sites in India, 25 are cultural while the remaining seven are natural. Among them are the dazzling sandstone walls of Delhi’s Red Fort, built in 1638 to keep invaders at bay, and Humayun’s Tomb which dates back to 1570 and is considered the architectural inspiration for the Taj Mahal.

Travellers can also visit extraordinary places that have so far avoided UNESCO’s attention, including the Chand Baori which has been described as one of the most overlooked landmarks in India.

This spectacular stepwell was built over a thousand years ago in Rajasthan and is 58

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one of the deepest and largest wells of its kind in the world. With 3500 narrow steps descending 13 storeys deep, the double staircases create a geometric pattern that looks like a magical maze leading to a pool of water below.

As an increasing number of people find themselves drawn to India, the country now finds itself with one of the fastest growing tourism industries in the world.

Next year will mark the first time that luxury river cruise operator Uniworld graces India’s waterways with the launch of the all-suite Ganges Voyager II. The vessel will debut with the 12-night Golden Triangle & Sacred Ganges itinerary including seven nights in an onboard riverview suite and five nights in Oberoi Hotels & Resorts, allowing passengers to experience India’s colourful culture from the river and on land.

Uniworld general manager John Molinaro says the journey will showcase the region’s famous monuments such as the Taj Mahal, the palaces of Rajasthan’s Pink City of Jaipur, and Mother Teresa’s home, as well as sharing some hidden gems.

“A few must-dos include a visit to a local master craftsman’s home in Matiari, exploring the massive Hazarduari Palace and its

thousand doors in Murshidabad, and the vivid light displays in Chandannagar that shine from every street. Guests will be amazed by the wonders of India both old and new,” Molinaro says.

With so much ground to cover and so many cultural gems to see, Cruiseco chief executive Steve Lloyd says intrepid travellers can explore India for months on end without running out of new highlights to discover.

When settling on what inclusions to feature in Cruiseco’s 27-night ‘Authentic Asia: India’ tour, Lloyd says much consideration was given to including iconic monuments, cities, and sites of religious significance that can be reached by river and road so that guests can experience the countryside rather than losing time in airports.

So which cultural gems made the list?

“All of Rajasthan for its mighty castles and palaces, particularly Jaipur, Jodhpur, Jaisalmer and, of course, Udaipur with the Lake Palace,” Lloyd explains. Varanasi, the holy city of the Ganges, also made the cut, along with Sarnath where Buddha preached his first sermon, and Fatehpur.

When asked about a cultural experience he’ll never forget, Lloyd casts his mind back.

“I think it would have to be my first visit

India & Sri Lanka

TOP TOURS UNIWORLD’s India’s Golden Triangle & the Sacred Ganges tour includes seven nights onboard the all suite Ganges Voyager II river cruise vessel, and five nights at a number of luxurious Oberoi Hotels and Resorts.

Guests can save up to $1,200 per couple when booked and paid in full before 31 July 2015. Priced from $9610 per person, the tour includes all shore excursions, entertainment, gratuities, meals and some beverages on board. g Visit www.uniworldcruises.com.au or call (02) 9028 5199

to Varanasi 35 years ago and seeing the funeral pyres along the river bank. In Western culture, we treat death and funerals in such a clean and clinical way that the experience was confronting but no less dignified and important,” he reminisces.

As well as visiting important sites, travellers can experience India by joining in the celebrations at festivals and fairs scheduled throughout the year.

Diwali, the five-day festival which marks the start of the Hindu New Year is the biggest and brightest, and includes the Festival of Lights

which signifies the victory of good over evil.

Jaipur also holds a competition for the most brilliantly lit market every year, helping to create a particularly beautiful celebration.

Diwali timings change from year to year, and in 2016 it will be celebrated on 30 October.

What started as a business day for camel traders, the Pushkar Camel Fair is now a major tourist attraction as people gather to see more than 11,000 camels converge on a lakeside settlement in Rajasthan. Every November around the full moon, the camels are dressed up, compete in beauty pageants,

HOT PRODUCT Ram World Travel has launched a Yoga and Meditation Tour that combines health and wellbeing with sightseeing in Delhi, Daridwar, and Rishikesh. Priced from $695 per person twin share, the sixnight itinerary starts in Delhi for three days of sightseeing before continuing to Rishikesh for a series of yoga and meditation classes.

Bunnik Tours’ 19-day Colours of Rajasthan itinerary covers the popular sites in India including Mumbai, Jaipur and Amber Fort, and includes a cooking class with a local family and a sunrise experience at the Taj Mahal. Priced from $5460, flights are included.

Tea plantations and jungles are among the highlights of Insider

CRUISECO’s 27-night cruise and land adventure, ‘Authentic Asia: India’ includes 10-nights aboard the luxurious RV Ganges Voyager in addition to 17-nights of land touring. The itinerary includes accommodation in some of the world’s most prestigious hotels including the Taj Gateway in Varanasi, Imperial in Delhi, and the Taj Mahal Palace and Towers in Mumbai. Prices start from AU$17,199 per person, twin share. g Visit www.cruising.com.au or call (02) 9492 8520

race, and are traded as the sound of the silver bells and bangles around their hoofs jingle around the sand dunes.

With so many cultural events, gods and goddesses, seasonal festivities and historic moments to honour and remember, there is a festival to attend in India at almost any point of the year.

Thanks to the number of grand buildings that have already been either fully or partially converted into luxury hotels, visitors can also stay in historic castles and stately buildings; the perfect way to end a culture-packed day.

Journeys’ Spice of the South itinerary, along with a visit to Nagarhole National Park to see the largest remaining herds of Indian elephants. Priced from $4760 per person, the tour covers Bangalore, Mysore, Cochin and Munnar over 14-days.

A&K is hosting a literary tour to India in January 2016, scheduled to coincide with the Jaipur Literature Festival. Hosted by iconic author Claire Scobie, guests meet local writers while travelling from Delhi to Mumbai to take in sites such as the Taj Mahal, Amber Fort and Udaipur’s City Palace. Highlights include an elephant ride in the Aravalli Hills, a cruise on Lake Pichola, and two days at the Literature Festival. Priced from $11,410, departures are scheduled from 10-22 January, 2016. travelBulletin JULY 2015

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TASTE IT INDIAN cuisine has made its way across the globe for its mouth-watering blend of herbs and spices, but good luck trying to recreate those dishes at home. Intrepid’s Real Food Adventure can shed some light on the situation with 15-days of travel dedicated to the flavours of India. Highlights include a visit to the Spice Farm in Goa, cooking demonstrations in Jaipur, high tea at the Taj Mahal Palace, and a Thali cooking class.

Prices start from $2135 per person including internal transport, some meals and activities. n www.intrepid.com.au

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SEE IT FOR travellers who want to steer clear from the crowds, Ladakh will deliver. As one of the highest inhabited plateaus in the world with barren landscapes and numbingly cold temperatures, it doesn’t sound that appealing on paper. But with a melting pot of cultures and religious influences from Tibet, India and Central Asia, Ladakh has its own unique charm, along with stunning views at 3500m above sea level. Leh Ladakh Tours offers a six-night package which covers Thiksey and Hemis monasteries, Uletokpo, Khaltsi, and Korzok village. n www.lehladakhtours.com

HEAR IT INDIA’S music scene is a unique blend of classic, folk and pop, teamed with Hindustani music and chants. But it works – there’s a reason the Beatles were influenced by Indian musician Ravi Shankar back in the 70s. Niche tour operator Sound Travels offers a range of music-inspired tours in Rajasthani, Assam and West Bengal featuring workshops, performances and seminars with local experts. Tours can be tailored to interest. n www.soundtravelsltd.com

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INDIA

India is a land of intrigue for many agents, and an unknown for others. A vast country with diverse terrain, there’s more to India than cricket and curry.

There are also experiences that appeal to all of the senses, as Louise Wallace writes.

BELIEVE IT RELIGION is synonymous with India, with around one billion practicing Hindus and 25 million Christians. India Travel Services knows the country’s religious story better than many in the business and offers a Christian Pilgrim group tour over 13-nights. Highlights include mass in an old colonial church, visits to an array of Christian churches, mass at Holy Hour, volunteering, and a visit to the Tomb of St Alphonsa. Prices lead in from $2500 per person including all meals, entrance fees and accommodation. n www.indiatravels.com.au

EXPERIENCE IT AUSTRALIA is home to some of the most delicious scenery and windswept beaches, but India also has its fair share. Goa has a unique hippy vibe that’s akin to NSW’s Byron Bay, while the nearby beaches of Anjuna and Vagator are heavily populated, so spare a thought before locking in a client booking. South Goa is rising through the ranks for its laid back vibe, while the north is earning high acclaim for its modern cuisine with international influences.

Galgibag, Cola and Keri offer undeveloped beaches, Morjim has a modern beach culture with boutique properties, while Central Goa has five-star resorts for more discerning travellers.

travelBulletin JULY 2015

India & Sri Lanka

SRI LANKAN

SPIKE

TOUR operators are reporting an upswing in enquiries for travel to Sri Lanka, with particular interest for high end product and family holidays.

Sri Lanka’s tourism industry has had a mixed past, with the civil war casting a blanket over the country’s economic prosperity since the 1980s. But tourism has strongly rebounded since the government declared the end to the 25-year conflict in 2009.

A&K managing director Sujata Raman says Sri Lanka has “re-emerged” on the radar of Australian travellers in recent years as more people realise that the civil unrest has been resolved. Speaking to travelBulletin in more detail, she said A&K’s Sri Lankan bookings had increased from zero to several hundred in the last two years, with the rate of growth now outstripping other popular destinations.

“The civil war really put travellers off, but now that it has been resolved, Sri Lanka is certainly back open for business again,” she said. While Sri Lanka was once regarded as a “tourist mecca”, Raman said the destination still had some way to go to reclaim its position on the tourist map.

Work is currently underway to upgrade properties and services, but with new services and attractions now emerging, Raman said

that tourism numbers would likely follow.

“There is a lot of development going on and upgrades are now happening in an ongoing fashion. Services tend to struggle when things are tough, but accommodation is now quite acceptable and there are some lovely options available,” she said.

A&K has reported particular interest in family holidays and luxury holidays to Sri Lanka – a trend that has also been noted by niche operator India Unbound.

India Unbound director Lincoln Harris told travelBulletin that demand for luxury product has steadily increased among Australian travellers, particularly clients who have already visited the main sites in India.

“Sri Lanka is a natural progression for travellers who have already visited India, and Sri Lanka does luxury product very well compared to India,” he said. “Demand is growing so quickly now that visitors are viewing Sri Lanka as safe.”

Bunnik Tours MD Dennis Bunnik echoed the same sentiment, claiming that Sri Lanka has “really taken off” after peace was declared.

While the operator was operating just one group a year in the early 2000s, Bunnik Tours is now facilitating around 20 groups per year to cater for pent up demand.

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India boom for Insight INSIGHT Vacations managing director Joost Timmer has stressed the importance of the trade in driving new bookings for its India product, but conceded that some agents are yet to realise the full potential of the destination.

After launching into India three years ago, Insight has reported “strong uptake” for its six India itineraries, with many Australian travellers opting to add on tours to Sri Lanka, Bhutan and Nepal.

While average group sizes remain “quite small” at 25 passengers, Timmer claimed that visitor numbers to India had almost doubled from 2014 to 2015 following the launch of a new coach fleet.

“We are starting to get some solid traction, and the appointment of Bollywood actress Lisa Ray as our India ambassador has resonated really well with Australian audiences,” he told travelBulletin.

However, Timmer also noted that some Australians view India as a destination associated with poverty and “Delhi belly”, and there is still “some way to go” until

perceptions shift among consumers and the trade.

“We are working really hard to promote India as a high end destination and to break through some of the perceptions of India,” he said. “For us, India is a bought product, not a sold product. It really takes consumers to ask for India at the moment and that’s something we need to change.”

However, he also stressed that agents were key to Insight’s success in India: “Everything we do centres around trade activity and the bulk of our business comes through our trade partners. We will continue our road shows and series of webinars because it’s crucial for us that agents have a good understanding of the destination.”

Insight’s Colours of Rajasthan itinerary is a Gold Tour that takes in Delhi, the Taj Mahal, Jaipur and Udaipur over 11-days.

Priced from $4525, highlights include a rickshaw ride in Delhi, a visit to the City Palace in Udaipur, travel to the Mehrangarh Fort and the Palace of Winds.

Group sizes are capped at 40 passengers.

HAVE A DREAM HOLIDAY

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“If you have seen India, you have seen the whole world!”

India tours and travel specialists Mob: 0424257087 ram@ramworldtravel.com.au www.ramworldtravel.com.au 6, Vernon St, Turramurra, NSW 2074.

LET US TAILOR A HOLIDAY OF YOUR CHOICE TO SUIT YOUR BUDGET

BROCHURES

Pinpoint Travel’s latest weddings brochure showcases an array of the most popular wedding destinations across the globe. Designed as a handy guide for travel agents, the 2-in-1 brochure features a Rosie Holidays section dedicated to Fiji weddings, and a Freestyle Holiday section including weddings in Bali, Thailand, Vanuatu, Australia and Las Vegas.

APT’s latest Canada & Alaska program is now on agency shelves, with the 2016 brochure featuring 40 itineraries including rail journeys and cruise charters. New to the portfolio is the 16-day Rockies, Rail & Alaska Cruise, along with a 12-night Alaskan cruise onboard Le Soleal. Four new Signature Invitations have also been added including an evening meal overlooking Niagara Falls. Bookings of at least 16 days which are paid 10 months before departure receive savings of up to $800 per couple.

Abercrombie & Kent has combined its top selling private journeys into a single brochure, with early bird savings of $1000 per couple available for bookings made by 17 July. The 2016 Preview Brochure includes 12 itineraries with prices guaranteed for 2016 travel. Destinations include Sri Lanka, India, Myanmar, Morocco and an expedition cruise to the Arctic.

Prices for the seven-day Highlights of Jordan itinerary lead in from $4280.

Highlights include travel to Jerash, Petra, the Dead Sea and Amman.

Carnival Cruise Line’s latest 2016/17 program features a record 133 cruises complete with options in Hawaii, the South Pacific, and Australia. Boasting the largest array of product down under, options include a four-night cruise to Moreton Island and a five-night getaway to Tasmania, along with itineraries to Mooloolaba on the Sunshine Coast. Ranging from three-night breaks at sea to 18-night cruises to Hawaii, the brochure also features a number of popular cruises in the South Pacific.

Scenic’s new brand and logo has made its brochure debut with the launch of the 2016 Europe River Cruise program. Two next generation Space-Ships are new to the line up in 2016 – Scenic Azure and Scenic Amber– along with the launch of Portugal’s Douro Valley. Also new is the eight-day Iconic Danube cruise from Passau to Budapest, along with new land itineraries such as the 11-day Alpine Escapade from Munich to Zurich.

Adventure seekers will find something to satisfy their craving in the latest World Expeditions Himalaya brochure, with itineraries catering from family-friendly walks to hard core mountaineering expeditions. Featuring over 70 adventure itineraries, the program marks World Expedition’s largest collection of Himalayan adventures, with highlights including a Hike and Raft itinerary and two new mountaineering expeditions.

TEMPO Holidays has ramped up the number of sightseeing experiences in its latest India, Sri Lanka and Maldives brochure by 55%, with activities including Segway tours, village trips and home cooking experiences. Tempo has also boosted its hotel offering by 35% in major tourist areas and added more small group and private tours. Also included is a culinary tour hosted by MasterChef star Rishi Desai.

Contiki’s latest Latin America brochure has been tweaked to cater for the new millennial traveller, with more inclusions, centrally located accommodation and more local culinary experiences on offer. Outlined in the 2015/17 Latin America brochure is the eight-day Ultimate Inca adventure with an added four-day Inca Trail trek, priced from $1903. More experiences in lesser known destinations like Ecuador and Guatemala have also been added to the line up, with internal flights now included. travelBulletin JULY 2015

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Last Word

Celebrity spotting

FUN Facts: Did you know…

IT’S illegal to feed pigeons in San Francisco. Not only because it’s bad for them, but it also promotes over-breeding and can spread diseases. People who can’t resist handing over their leftovers can be hit with heavy fines.

THE size of your foot is approximately the same size of your forearm. We suggest testing this theory out in private to avoid ridicule and laughter in the office. Your call.

GIRAFFES in the wild only ever have micro-sleeps of two to five minutes at a time. In all, they generally only sleep for 30 minutes in a whole day.

Send your celebrity pics to celebrity@travelbulletin.com.au and keep your eye out for the next issue of travelBulletin.

Turning down a mid-afternoon sugar hit may be seemingly impossible come 3.30pm, but not for author and I Quit Sugar founder, Sarah Wilson. Westin Hotels & Resorts recently appointed the sugar-free advocate as its Asia Pacific brand ambassador to promote healthy living to customers. She took some time out of her hectic schedule to speak with travelBulletin.

AROUND 65 million guinea pigs are consumed in Peru each year. Eating cuy (guinea pig) dates back to Incan times.

> win A GUIDEBOOK!

What has been the highlight of your career so far?

Running a business that employs 18 wonderfully talented young people and doing so in a way that aligns with what matters to me.

Favourite holiday spot?

Anywhere on the NSW Central Coast. I love this area, especially the daggy towns and hinterland areas.

One person you wish you could sit next to on a plane?

The Invisible Man! Mostly when I’m travelling I rejoice in having my own space, but I guess the current Pope would make for a very interesting trip.

What is something that annoys you about flying?

The way my feet swell up. I wear compression stockings, even for short flights, to get around this.

How would you spend a day aboard a cruise ship?

I would take the opportunity to truly rest with a great book.

One thing you cannot leave home without when you travel?

Australian Rosehip oil.

What features do you look for when choosing a hotel?

Windows that open to allow fresh air and eco credentials. A place that takes toxins, electromagnetic fields (EMFs) and wastage seriously will always provide a more restful experience.

And finally, what is your top travel tip?

I’m quite dedicated to ensuring I stay well while travelling and I just wrote a guide for Westin Hotels & Resorts that includes all of my top tips for keeping your mind, body and soul in shape while on the road. One of my favourites is to focus on eating well at breakfast by bulking up on veggies and good protein.

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Where in the World?

THERE are plenty of unusual rock formations around the world, but where is this particular beauty located? If you have any clue, drop us a line at comps@travelbulletin.com.au. The first person to submit the correct answer takes home their very own travel guidebook, courtesy of Marco Polo Travel Publishing. Congratulations to James Jang from where2travel who correctly answered Kuwait Towers in last month’s competition. He will soon be reading all about his destination of choice with a little help from Marco Polo Travel Publishing.

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