OCTOBER 2020
Home is where the start is
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3, 11, 17, 20, 26 Jan 2, 8, 11, 19, 24 Feb 2, 4, 7, 15, 18 Mar
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CONTENTS
12
FEATURES 22 New South Wales Myles Stedman explores some of the NSW North Coast’s best experiences.
COVER STORY 12 Home is where the start is The COVID-19 pandemic is said to have accelerated the trajectory of the travel industry by five years, where there are less bricks and mortar stores and more home-based consultants. Adam Bishop discovers what this future looks like.
MONTHLY 02 State of the industry 08 Issues and trends 18 Cruise
24
26 Last word
COLUMNS 02 From the publisher 06 Steve Jones 08 AFTA View 21 CLIA View
19 This month’s contributors Steve Jones, Joel Katz, Darren Rudd
This page bottom right: ©Central Coast Tourism
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travelBulletin OCTOBER 2020
1
STATE OF THE INDUSTRY
From the publisher Bruce Piper
IN BRIEF
2
THE Australian travel industry is set to undergo radical surgery as a result of COVID19, and some sectors are already on the operating table. Last month P&O Cruises made a move likely to be widely emulated among suppliers, with the axing of its network of BDMS across Australia and NZ in favour of a centralised Flagship Concierge service in its Sydney head office. And who could blame them? With major retailers closing hundreds of outlets, there will certainly be many less stores for reps to call on, and even if home-based or independent operators fill the gap, the ability for suppliers to support agents remotely through technology has been well highlighted through the lockdowns. The reshaping of the industry is also likely to see a significant shift in the power dynamic between suppliers and agency groups who will no longer have the whip hand in negotiations over preferred agreements – many of which, it should be noted, previously specified that suppliers would maintain an on-road sales force.
COVID-19 hits AFTA finances THE release of AFTA’s annual report late last month made for sobering reading, with a $450,000 annual loss recorded for the year to 31 March 2020 – a period which included just two weeks of the COVID-19 pandemic. Apart from that the Federation’s activities during the 2019/20 financial year were pretty much on par with the previous 12 months, with about $2.2 million in income
travelBulletin OCTOBER 2020
This evolution in is one of many likely as we navigate the “new normal” – a seismic shift also reflected with the appointment of Webjet’s Shelley Beasley to the Board of the Australian Federation of Travel Agents. The news was predictably greeted with howls of outrage, but reflects the brave new world where we need to speak with a united voice despite our former differences. I’ll be speaking to Webjet CEO John Gucsic later this month about the move, and I can’t wait to hear what he says. Finally, last month we also saw the departure of Cam Wallace, Air New Zealand’s highly respected commercial chief. Wallace has global ambitions and NZ’s mediumterm future as a domesticfocused carrier clearly doesn’t float his boat. Cam is a generous, affable and very smart airline executive, with a clear understanding of the role of the trade in distribution. Like everyone who has dealt with him at Air New Zealand, I wish him all the best and can’t wait to see where he pops up on the worldwide aviation stage.
from membership and ATAS accreditation fees, as well as a $78,000 profit on the National Travel Industry Awards. However there was also a $430,000 “unrealised loss on financial assets” which partly reflected the dive in financial markets in the early days of the pandemic. AFTA’s Board must be holding their breath that the organisation will be able to get some support in the upcoming Federal Budget, because for the current 2020/21 financial
year all of the Federation’s traditional sources of revenue have disappeared – no fees are being charged for membership or accreditation, and the National Travel Industry Awards didn’t happen either. The AFTA annual general meeting was also an unusual affair this year, conducted via Zoom and for the first time in more than a decade there were nominations for two of the six Board seats which were up for re-election. However given that under the Federation’s constitution, “Concessional” rank-andfile travel agent members of AFTA have effectively given their votes to their Board representatives, it was no surprise that the result was a landslide locking out the two new nominees who each received about 50 votes – compared to more than 800 for the incumbents. The AGM was also the first appearance for Shelley Beasley from Webjet, who was controversially appointed to a vacancy on the Board just weeks after the OTA joined the Federation. But despite outrage at the time, there was no discussion or general business raised at the AGM, which in typical fashion took just 11 minutes.
Rex set to jet away REGIONAL Express is one major step closer to setting up jet operations on the “golden triangle” of routes between Australia’s east coast capital cities, after securing up to $150 million in funding from Asia-Pacific investment manager PAG Asia
TRAVEL LEADERS INTO ORBIT
AUSTRALASIAN corporate travel specialist Orbit World Travel (pictured) has become part of Travel Leaders Network, a global group of more than 70 TMCs cooperating to serve international clients. Orbit World Travel’s six Australian locations and nine offices in New Zealand are part of the move which continues Travel Leaders’ footprint expansion. Orbit will have access to the comprehensive Travel Leaders suite including marketing tools, hotel programs, training resources and a global DMC network, with Executive Director Lisa Story saying the move “allows us to offer a highly personalised service model to international organisations with the backing of a leading travel industry company”.
“
With PAG’s support, I have every reason to believe that Rex can successfully launch its domestic major city jet operations
”
Lim Kim Hai, Regional Express Executive Chairman
Capital. The private equity firm manages more than US$40 billion in assets, and will make its investment in the form of convertible notes which, if fully drawn down and converted into Rex shares would give the investor a 48% stake in the airline. The first $50 million will be accessed in December, with PAG entitled to take two directorships on the Rex board. The airline’s Executive Chairman Lim Kim Hai said he was confident that Rex would “deliver to Australians an alternative major city domestic service that is safe, reliable and affordable”. “With PAG’s support, I have every reason to believe
that Rex can successfully launch its domestic major city jet operations,” he said.
Flight Centre targets travel entrepreneurs FLIGHT Centre is clearly looking to a future beyond bricks and mortar, with the launch of a “Home of the Travel Entrepreneur” (HOTTE) initiative through its Travel Partners B2B business. Spearheaded by GM Kate Cameron and Head of Sales Nicole Costantin, the program promises to provide both mobile and independent Continues over page travelBulletin OCTOBER 2020
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STATE OF THE INDUSTRY Continues from previous page member agencies a “holistic business solution that will help them weather the COVID storm and emerge after hibernation”. HOTTE has seen Travel Partners waive all fees until July 2021, with strong incentives for members, additional commission for domestic bookings and the comprehensive Flight Centre Travel Group product range, which is also set to become available to other retailers across the industry through an expansion of its The Travel Junction B2B platform.
NZ agent support AFTER seeming to ignore the plight of the travel industry for months, the New Zealand Government has come through with a NZ$47 million support package which will effectively see agents paid commission for securing refunds and credits
for clients. The ingenious solution ticks all the political boxes, with NZ Commerce and Consumer Affairs Minister Kris Faafoi saying the move will repatriate hundreds of millions of dollars that can now be spent in the local economy. While the announcement was well received, the elation was somewhat tempered with the news on the same day that the Travel Agents Association of New Zealand (TAANZ) would “disestablish” the role of its Chief Executive Officer, with Andrew Olsen having now departed the organisation because his position was “no longer affordable”. In Australia the industry continues to wait with bated breath for the outcome of AFTA’s $125 million budget submission, but there was some good news in Western Australia where the state government announced a $3 million industry-specific support package.
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Many of these suppliers have been devastated by the suspension of cruise operations in a similar way to members of the travel and tourism industry
”
Joel Katz, Cruise Lines International Association Managing Director
Cruise moves to highlight impact THE formation of a new Cruise Suppliers Advisory Group by Cruise Lines International Association (CLIA) last month is a canny move, with CLIA MD Joel Katz highlighting the long supply chain impacted by the enforced industry shutdown. The initiative has enlisted representatives of Australia’s farmers, food wholesalers, beverage providers and transport companies in support of plans for a phased resumption of cruise operations in Australia, which are currently banned until at least 17 December. “Many of these suppliers have been devastated by the suspension of cruise operations in a similar way to members of the travel and tourism industry,” Katz said, urging a careful restart involving local cruises only carrying Aussie residents.
HEADLINES 01 Sep 02 Sep 03 Sep 03 Sep 03 Sep 04 Sep 04 Sep 04 Sep 08 Sep 09 Sep
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HLO reports $70m loss AFTA released Budget submission Cam Wallace resigns from Air NZ Joyce urges rapid testing Australian govt extends biosecurity order Travel Daily Awards finalists announced PM flags Dec for lifting border restrictions Bain Capital purchase of VA approved NZ govt announces travel agent support Webjet’s Shelley Beasley to join AFTA Board
travelBulletin OCTOBER 2020
11 Sep 14 Sep 15 Sep 16 Sep 18 Sep 18 Sep 22 Sep 22 Sep 23 Sep 24 Sep
MEL hikes security tax 450% Gucsic slashes Webjet stake Travel Partners is #HOTTE “Gap year at home” push WA announces support fund for agents TripADeal receives private investment Rex secures $150m to launch jet operation AFTA records $450k loss AFTA Board re-elected FLT offering product to all retail agents
DATA ROOM DOMESTIC ON TIME PERFORMANCE
VISITOR ARRIVALS
March 2020
Source
Jetstar
Qantas
Arrivals on time Departure on time Cancellations
80.6% 78.5% 26.8%
Arrivals on time Departure on time Cancellations
RESIDENT RETURNS
Top 10 destinations, July 2020
86.1% 87.0% 11.4%
Original
USA New Zealand UK Hong Kong Philippines Singapore China India Canada PNG ALL VISITOR ARRIVALS
540 500 410 150 140 140 130 120 100 100 3,530
Top 10 destinations, July 2020
% change - original Jul 19/ Jul 20 -99.1 -99.6 -99 -99.5 -98.9 -99.6 -99.9 -99.5 -99.1 -97.9 -99.6
Source: ABS
1,230 1,160 960 610 390 370 360 350 350 300 10,280
.0 %
84.2% 85.4% 17.3%
-36.3%
Arrivals on time Departure on time Cancellations
New Zealand USA UK China India Malaysia Hong Kong Singapore PNG Indonesia ALL RESIDENT RETURNS
% change - original Jul 19/ Jul 20 -99 -98.9 -99 -98.6 -98.2 -98.6 -97.9 -99.1 -96.1 -99.8 -99.1
Source: ABS
All airlines
82.8% 85.1% 22.7%
Original
-43
Virgin Australia Arrivals on time Departure on time Cancellations
Source
-32
DOMESTIC AIR MARKET
.9%
July 2020
-3 4 -3 9.2 %
.7 %
Growth % -33.6 -33.9 -32.4 -1.8* -29.1
%
5.46m 6.53bn 7.93bn 82.3 55.9
Growth Yr to Yr to % Jul 19 Jul 20 0.73m -86.7 60.99m 40.51m 0.75bn -88.5 71.11bn 47.03bn 1.28bn -83.9 88.65bn 59.95bn 59.1 -23.2 80.2 78.4 14.8 -73.6 635.7 450.8
-35.7
Total pax carried Revenue pax km (RPK) Avail seat kms (ASK) Load factor (%) Aircraft trips (000)
Jul 20
-32.0%
Jul 19
-3 5
.7 %
-34.3% -34.0%
*Percentage points difference
INTERNATIONAL AIR MARKET SHARE Share of passengers carried – June 2020
INTERNATIONAL AIR ROUTES Top 10 city pairs, year end July 2020
Others, 19.9% City pair Qatar Airways, 27.2%
Air India, 3.0% China Eastern Airlines, 3.5% Etihad Airways, 3.7% Malaysia Airlines, 3.8% Air New Zealand, 13.6% United Airlines, 5.1% Cathay Pacific Airways, 5.2% Singapore Airlines, 5.2%%
Auckland-Sydney Singapore-Melbourne Singapore-Sydney Auckland-Melbourne Singapore-Perth Hong Kong-Sydney Singapore-Brisbane Auckland-Brisbane Los Angeles-Sydney Denpasar-Perth Top 10 City Pairs Other City Pairs ALL CITY PAIRS
Passengers YE Jul 19 1,583,886 1,638,369 1,513,429 1,243,547 1,103,204 1,217,075 914,008 952,811 909,841 879,804 11,955,974 30,189,537 42,145,511
Passengers YE Jul 20 1,040,824 996,421 988,174 820,860 749,714 693,542 613,462 612,948 579,483 565,501 7,660,929 19,409,412 27,070,341
% of total % change 20/19 3.8 -34.3 3.7 -39.2 3.7 -34.7 3.0 -34.0 2.8 -32.0 2.6 -43.0 2.3 -32.9 2.3 -35.7 2.1 -36.3 2.1 -35.7 28.3 -35.9 71.7 -35.7 100.0 -35.8
Source: BITRE
Emirates, 10.7% Source: BITRE
travelBulletin OCTOBER 2020
5
STATE OF THE INDUSTRY Top 10 domestic city pairs, July 2020
City pair
MelbourneSydney Brisbane-Sydney BrisbaneMelbourne Gold CoastSydney AdelaideMelbourne Melbourne-Perth Adelaide-Sydney Perth-Sydney Brisbane-Cairns CanberraMelbourne ALL CITY PAIRS
Passengers Passengers % change YE Jul 19 YE Jul 20 (000) (000) 9,179.6
5,875.3
-36.0
4,810.4
3,196.8
-33.5
3,589.4
2,347.2
-34.6
2,698.6
1,825.3
-32.4
2,511.9
1,628.9
-35.2
2,116.8 1,874.4 1,690.1 1,286.9
1,404.6 1,205.8 1,127.6 904.9
-33.6 -35.7 -33.3 -29.7
1,176.9
753.8
-35.9
60,994.5
40,514.2
-33.6
Source: BITRE
AUSTRALIAN CONSUMER SPEND ON TRAVEL: NEWS CORP AUSTRALIA INDEX 0
-76 -77 -80 -83 -83 -84 -84 -84 -84 -81 -82
-20
-40
-60
-80
-100
29 J un 06 J ul 13 J ul 20 J ul 27 J ul 03 A ug 10 A ug 17 A ug 24 A ug 31 A ug 07 S ep
MAIN DOMESTIC ROUTES
Source: News Corp
AUSTRALIAN AIRPORTS
International passengers through Australia’s major international airports, July 2020 City pair
Passengers YE Jul 19 Sydney 16,868,285 Melbourne 11,348,551 Brisbane 6,276,888 Perth 4,321,304 Adelaide 1,075,478 Gold Coast 960,007 Cairns 660,737 Avalon (a) 276,123 Darwin 240,882 Canberra 86,503 Sunshine Coast (b) 14,019 Newcastle (c) 6,687 Port Hedland 8,791 Norfolk Island (d) .. Townsville (e) 1,256 ALL AIRPORTS 42,145,511
Passengers % of total % change YE Jul 20 20/19 10,716,084 39.6 -36.5 7,171,726 26.5 -36.8 4,134,033 15.3 -34.1 2,832,394 10.5 -34.5 732,195 2.7 -31.9 604,976 2.2 -37.0 391,332 1.4 -40.8 256,194 0.9 -7.2 157,480 0.6 -34.6 48,954 0.2 -43.4 10,045 0.0 -28.3 7,371 0.0 +10.2 5,679 0.0 -35.4 1,878 0.0 .. .. .. .. 27,070,341 100.0 -35.8
(a) Scheduled passenger services commenced Dec ‘18 (d) Scheduled services ceased May ‘17 and recommenced (b) Seasonal services only Sep ‘19 (c) Scheduled services (seasonal) recommenced Nov ‘18 (e) Scheduled services ceased Sep ‘18
Source: BITRE
Steve Jones’ Say WE ALL remember the Webjet ads. The pompous couple belittling agents as they quaffed expensive rioja and dined, in all probability, on quails eggs. The smug, self-satisfied women mocking a consultant as they decided which dresses to pack. Now, low and behold, Webjet has not only been accepted into the rank and file of AFTA, but its chief
6
travelBulletin OCTOBER 2020
commercial officer Shelley Beasley is on the board. And that is how it should be. In all honesty I found criticism of Webjet’s acceptance into AFTA, and Beasley’s subsequent election to the board, somewhat daft. There are surely bigger things to worry about. As irritating (and inaccurate) as the ads were, have we not all moved on? Let’s be clear about a few things. Webjet made those commercials several years ago now, when they sat outside AFTA. Compared to the world in which we currently live, it was a different era. What would be wholly inappropriate of course, is if Webjet revived the ads. Now they are in the fold so to speak, it must act with a heightened sense of respect. It is also worth noting that bricks and mortar agents have never been reticent about criticising their online competitors. Whenever
“
It is also worth noting that bricks and mortar agents have never been reticent about criticising their online competitors
”
travel is disrupted, and when plans go awry, agents are quick to press home their customer service qualities while bagging the online sector’s perceived lack of care. Additionally, there seems to be an underlying belief that Webjet, and other pure-play online players, are somehow detached from the travel industry. They are not. They are a travel agent as much as any offline agency. But there is a more fundamental issue here, and it’s one that was articulated by AFTA CEO Darren Rudd. We are in extraordinary times. Businesses are barely surviving, thousands of travel professionals are losing their jobs. Now is surely the time to set our differences aside and attempt to collectively get through this wretched pandemic.
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ISSUES & TRENDS
AFTA VIEW Darren Rudd, Chief Executive Officer Australian Federation of Travel Agents
BGH TAKES BITE OF TRIPADEAL THE price hasn’t been disclosed, but the sale of a 55% stake in TripADeal to private equity group BGH last month was not a cut-price deal despite the ravages of COVID-19, according to TripADeal founders Norm Black and Richard Johnston. Rather it was an opportunistic acquisition which will help position the OTA disruptor for the expected huge post-pandemic travel boom, with Black saying “we think as soon as borders reopen, the next big logistical challenge for the travel industry will be coping with the demand”. Negotiations on the deal started in August 2019, and Black noted that before the pandemic hit TripADeal had 60,000 bookings and was heading for a 40% increase in annual TTV to more than $200 million. “Over the past two years several firms have knocked on our door,” he said. “BGH approached us late Over the past two last year, and we knew years several firms they were the ideal fit. Working with them have knocked on through COVID has only our door...BGH reinforced the common approached us late culture and respect we have always looked for last year, and we but never found in the knew they were past.” BGH Founding the ideal fit Partner Ben Gray said the TripADeal online business model allowed Norm Black, TripADeal for enormous growth co-founder opportunities while avoiding the cost structures of traditional bricksand-mortar operations. “The company has a very scalable business model that is supported by a well-developed technology platform...we are excited to partner with Rich and Norm on TripADeal’s next wave of growth,” he said.
“
”
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travelBulletin OCTOBER 2020
ON FRIDAY 28 August we lodged our Pre-Budget Submission which sets out a compelling case for the Federal Government to provide a travel agent support package of $125 million as well as a range of additional business measures – an essential ask if our industry is to get through to the other side of COVID-19 safely. In fact, securing government financial support at both federal and state/territory levels has been AFTA’s single biggest focus throughout the last month. Promptly following the submission lodgement, we launched the National Mobilisation Program – a grassroots, collaborative and strategic approach which was all about harnessing the power of our AFTA members. The program asked for member support in contacting and arranging a meeting with their local Federal MP to continue to build the momentum and make sure every single Federal Member of Parliament knows about the plight of travel agents, tour operators and travel wholesalers. A toolkit was developed to assist members with the process and to ensure maximum impact through aligned messaging. Pleasingly, members have taken up the calling. We’ve received reports that our members right around Australia secured meetings with their local federal Parliamentarians during September and we’re seeing this reflected in the media. Additionally, myself, AFTA Chair Tom Manwaring and several other Board members have participated in some of these meetings and I’m hearing back from politicians how impressed they are with the passion, resilience, determination and professionalism of travel agents as they truly get to understand you for the first time. In fact, something changes when parliamentarians hear the passion, pain and commitment direct from our members and it’s that change that we need to keep driving right up until the Federal Budget announcement on 6 October.
ONE SMALL STEP FOR ARMSTRONG… ADAM Armstrong took up his new global role as CEO of Contiki Holidays just as the COVID-19 pandemic was starting to wreak havoc on the world – and the ensuing disruption and border closures have meant he hasn’t been able to take up residence in his Geneva head office until now. However all that changes this month as he finally heads to Europe, marking the end of an era where he has held a range of senior Australian roles with Royal Caribbean, Silversea and now The Travel Corporation. travelBulletin was fortunate enough to conduct a final interview before he departed our shores – and although he is looking forward to the new chapter, and also being closer to his family in the UK, Armstrong insists he’ll be back. “I’ve been here for 16 years – Australia is home now,” he said. And indeed it seems likely the pull of Sydney will remain strong – he’s retaining a house here, and once travel resumes some semblance of normality his Contiki role will see him head back down under at least twice a year. Like all operators, for the moment his major focus is on
adapting the Contiki business to the post-COVID world – and in particular dealing with the massive changes in distribution in Australia, which is the brand’s biggest global market. The demise of Flight Centre’s youth-focused Universal Traveller/Student Flights brand, followed by the global collapse of STA Travel, is forcing a major rethink, although Armstrong believes there are still significant opportunities for agents wanting to specialise in the youth sector.
“
Travel agents are vital in telling our message that Contiki has evolved...Our brand is very well known in Australia, but I don’t think it’s well understood
”
Adam Armstrong, CEO Contiki Holidays
“Travel agents are vital in telling our message that Contiki has
Contiki believes there is a significant group of young travellers who understand the value and benefits of being part of an organised tour.
Armstrong performing at the Travel Industry Travel ExtravaganZa 2009
evolved,” he said. “Our brand is very well known in Australia, but I don’t think it’s well understood. We don’t do camping any more, for example, our trips offer a huge amount of freedom and our range is enormous – trips can be short, long and everything in between right across six continents,” Armstrong noted. With a background in cruising he’s well aware that once someone experiences a product that is right for them they will be back, with Contiki experiencing strong repeat rates. And although youth travel patterns have changed in recent years, there is still a significant cohort who understand the value and benefits of being part of an organised tour, with behind-thescenes access, accommodation and expert trip managers making a significant difference. Armstrong also sees big opportunities for Contiki in the North American market where, unlike Australia, its brand recognition is relatively low. As he bids farewell, he confided that one of the highlights of his time here was winning the first and only Travel Industry Talent ExtravaganZa (TITEZ) hosted by Travel Daily in 2009. Since the event has only run once, Armstrong noted that his Frank Sinatra-esque rendition of That’s Life means “I’m still the reigning champion”.
travelBulletin OCTOBER 2020
9
ISSUES & TRENDS
WA AGENTS BECOME WINNERS AFTER months of pleading their case to what had seemed to be deaf political ears, there was a rare ray of financial sunshine for travel agents in Western Australia last month when the state’s Tourism Minister Paul Papalia announced a $3 million industry assistance fund specifically for the sector. The initial rollout will see eligible home-based agents receive up to $5,000 in support, while bricks-and-mortar businesses will be given a minimum of $10,000, with Papalia noting the “profound impact” of the Federal Government’s international border closures on the industry. The minister also highlighted that WA was the first and only state to introduce such a program,
which aimed to provide support for agents to continue paying their fixed operating expenses “while the Federal Government formulates a longer term solution”. AFTA CEO Darren Rudd welcomed the support, which he said recognised the ongoing work being done by agents to repatriate billions of dollars in consumer funds. He also paid tribute to the tremendous efforts of local travel agents who had tirelessly pursued the state Government, in particular Christine Ross-Davies of Attadale Travel and Jo-Anne Francis from Global Travel Solutions who “deserve particular acknowledgement for their extraordinary efforts”.
STA TRAVEL’S $67 MILLION BLACK HOLE THE scale of the STA Travel collapse was laid bare last month with the formal Report to Creditors from the company’s Deloitte administrators which estimated a shortfall of $66.8 million, owed to a whopping 37,000 creditors. Some of that huge sum relates to the $14 million fine exacted by the Australian Competition and Consumer Commission earlier this year in connection with misleading and deceptive conduct around the STA MultiFLEX pass product, but much of the rest looks to be in the form of prepaid and lay-by holidays deposited by travellers who have now become unsecured creditors in the company’s failure. Helloworld Travel’s dramatic write-down of the value of its TravelEdge acquisition last month
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travelBulletin OCTOBER 2020
became more explicable through the STA report, which confirmed that TravelEdge was the 40% shareholder in a company called STA Travel Academic which has also been placed into administration. The report also found that despite average annual TTV of about $45 million over the last few years, STA Travel had made minimal profits, with the Administrators saying the company’s “high fixed operating cost structure” was an impediment to its performance. The administrators have recommended the company be placed into liquidation, as they deal with a complex web of claims and counter-claims with major debtors and creditors including IATA which is estimated to owe STA $9.3 million, and Contiki with a claimed $2.3 million STA debt.
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COVER
Home is where the start is
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travelBulletin OCTOBER 2020
Earlier this year Flight Centre announced the closure of more than 420 of its stores across Australia, while Helloworld has also revealed that 5% of its outlets are closing. Scores of independent travel agents have also closed their offices or are hoping to renegotiate leases so they can survive the COVID19 downturn. Some have said the pandemic has accelerated the evolution of the Australian travel industry by about five years, putting us further down the track towards the situation in the USA where bricks and mortar agencies are few and far between. Homebased or mobile travel agencies have been in the local market for some time, and with thousands of experienced travel consultants out of work, it's expected that some will pivot to this new way of working. Adam Bishop investigates the homebased future of the industry.
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NE of the questions we keep hearing during the current health crisis is ‘when will things return to normal?’ But perhaps this is a query destined to never elicit a suitable response. What if this global pandemic is a one-way ticket? What if there is no return to normality, just a rapid forward trajectory into a brave new world? For the Australian travel industry there is certainly compelling evidence to suggest the landscape has, and will continue to be, permanently altered by COVID-19. Businesses are being forced to adapt and transform their models expeditiously to cater for each successive ruction caused by restrictions, and it’s fair to say that travel agents have been on the front line of this chaotic environment, bearing the biggest economic brunt. Major player Flight Centre has already been forced to undertake significant cuts to its bricks and mortar division in Australia as part of a survival plan, closing more than 400 stores and shedding approximately 70% of its staff through either redundancies or stand downs. Similarly, Helloworld has trimmed its physical shopfront operations by 5% and downsized its staff pool by 35%, and these are all preliminary signs that travel agencies in Australia may be forced to follow the US trend of exchanging traditional operations, which often carry expensive overheads, for leaner home-based models. In fact, when it comes to using America as a yardstick for how the local market will pivot and react to COVID-19, Flight Centre’s announcement in June this year that it will reopen just 30 of its 125 Liberty Travel stores in the USA after the COVID-19 pandemic
subsides, should provide a fairly sobering insight into the future. But as many home-based travel agent networks point out, the travel shutdown need not necessarily be a juncture point to espouse doom and gloom and cry into our collective beer glasses. Perhaps the silver lining to this awful crisis is that it has become an important driver to make the industry more efficient, malleable and resilient in the long-term, effectively fast-tracking the travel sector’s evolution to fall in line with broader international trends. Kate Cameron, the General Manager of Flight Centre’s homebased network Travel Partners agrees with that assessment, telling travelBulletin that remote travel agency models are positioned much better than physical stores during the current crisis, with agents able to keep costs down to a minimum on virtually no spend - a critical factor in businesses being able to survive the shutdown. “If people are able to run their business from home without the shopfront, you would need to question why you would go back to that additional cost and pressure of monthly payments for premises you don’t strictly need – unless you have no client loyalty and this would mean you may have issues to tackle,” Cameron argues. “With the technology and systems we all have access to these days, you can create a team environment and still have connected motivated staff who are working from home. “Without a shopfront, these agents also do not have to worry about their clients walking past a shop that is closed with the lights off, giving the impression of the business being gone completely
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COVER - our agents can be anywhere and still available for their clients, at any anytime,” she added. Taking the challenges posed by the pandemic on the front foot, Travel Partners recently launched a new initiative called Home of the Entrepreneur (#HOTTE), which aims to support independent agents struggling during the shutdown by providing them with a free path to join its network and access tools and incentives such as additional commission for domestic travel bookings. “We believe we have a role to play in finding ways to continue to provide support for this travel sector to hibernate effectively and efficiently and rebuild their businesses when the green shoots of travel return,” Cameron contends. CEO for MTA – Mobile Travel Agents, Don Beattie, is another major travel leader who agrees that the onset of COVID-19 could precipitate a shift towards remote models from bricks and mortar stores, suggesting skinny revenue streams and expensive overheads could be key to instigating a significant migration of agents. “The lower cost structure does lend itself to seeing an increase in home-based travel advisors in the future,” Beattie believes. “It has been quoted that up to 40% of traditional travel agencies will cease to exist post COVID-19, which is really sad because it hasn’t been of their making, the high cost of rents and staff costs are always more visible when income has been severely impacted. “Bricks and mortar stores often rely on ‘walk-ins’ and given the severe restrictions in some areas this business stream has been severely curtailed…and recently we have even seen instances where previous critics of the home-based model are now endorsing it and promoting it as the way of the 14
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future,” he added. Beattie also predicts that some existing bricks and mortar agencies will likely “dabble” in the home-based model, and perhaps even become hybrid models moving forward. Outside of the obvious costbased advantages, TravelManagers Chairman Barry Mayo posits that remote travel agents also boast a competitive skills-based edge over traditional agents during the prolonged period of limited physical interaction. “Home-based agents are already used to working remotely and are experienced in using alternative methods of communication to complement face-to-face interaction with their clients,” Mayo suggests. “These established practices have really enabled them to continue to work proactively in their businesses and incorporate flexibility around other commitments to reach clients at a convenient time for both parties. “In the case of TravelManagers, a PTM may have previously visited clients in their homes, offices or met them for coffee, so the depth of the client relationships they frequently have is an advantage,” he added. Your Travel & Cruise Managing Director Les Farrar concurs with Mayo, adding that existing remote agents may have the best survival instincts in the business, in so far as they are more adept at being reactive to the market where necessary and have the luxury of relying upon a larger reservoir of goodwill with clients. “They have the ability to adapt their business model quickly, for example, changing their focus to domestic travel, whilst many retail agents have traditionally shunned domestic and are now hoping to reverse that trend, home-based
Home-based agents are already used to working remotely and are accustomed to using alternative methods of communication to complement face-to-face interaction.
Home-based agents usually have a very loyal client base and are postitioned well to take advantage of a pivot to domestic travel, such as to Kangaroo Island (pictured) ©South Australia Tourism Commission
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I really think homebased consultants will be the majority of our workforce in the future, they have the independence to do what they want to do and not be stuck in an environment where they have to sell particular products
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David Brandon, Managing Director, Savenio
agents have generally looked after all their clients travel needs including domestic, making it much easier to pivot towards that market,” Farrar believes. “Home-based agents generally have a very loyal client base, many of which are friends or long-standing contacts, and these people are more likely to have a deeper understanding of the challenges within our industry. “They are motivated to help their friend and agent through directing and referring any business they can, and this will help our homebased agents to recover quickly from the current slowdown in sales,” he added. Adding credence to the theory that strong client relationships and expertise will play key roles in allowing remote agents to navigate the crisis more effectively than retail stores is Savenio Managing Director David Brandon, who suggests client loyalty will prove to be the master variable to future success. “The reality is clients will follow their travel agent, they want someone who understands how they like to travel, what they want and knows them personally,” he said. “While many advisors worry they won't get the client leads at home, the reality is that the best way to build business is by expert service and referrals. “I really think home-based consultants will be the majority of our workforce in the future, they have the independence to do what they want to do and not be stuck in an environment where they have to sell particular products,” Brandon added. But the full story of the travel shutdown has ultimately been about a lot more than just dollars and cents, with the psychological burden placed on the shoulders travelBulletin OCTOBER 2020
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COVER of agents causing many a tremendous amount of mental distress and anxiety. For Travel Counsellors Australia Regional Managing Director Kaylene Shuttlewood, this emotional hurdle carries as much currency with her homebased network as sales volumes do, a principle that she says is baked into the DNA of remote agency networks. Travel Counsellors was quick to recognise the potential psychological fallout that COVID-19 could cause its members, rolling out a series of support measures and additional resources to assist its agents in making it through for the long-haul. “Our Travel Counsellors have handled the pandemic better than expected which can be attributed to the very strong, close-knit community we have, and the level of support that Travel Counsellors Australia have always offered to each and every one of our franchise owners,” she said. “We have our own online Coronavirus Hub which is managed by the entire head office team and updated when new information is announced, and there is 24/7 support of the duty office if there is a travel emergency which was heavily relied on for customers and Travel Counsellors alike when border closures were first announced. “To encourage community engagement and lift the spirits of our Travel Counsellors, our head office
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staff have hosted fun weekly activities like Tuesday Trivia and Masterchef Fridays over live video call; these two events were enjoyed by everyone and by popular demand has been requested to continue for the foreseeable future,” Shuttlewood added. But Travel Counsellors is not the only homebased network placing an emphasis on mental welfare, with Travel Partners’ Kate Cameron noting the company had ramped up its support structures at the start of the pandemic as well, heading off any potential uptick in apprehension amongst its members. “We have focused on increasing our communication and visibility within our network – they have access to the latest developments and all the policies at hand - we keep things simple and clear to provide optimum support,” she said. “We have also stepped up our training and support for agents in areas where they can improve and futureproof their businesses which is critical to ensure growth and success during re-emergence. “Our role has been to be there for the agents – to assist them in whatever need and request they have had and to ensure we support them mentally, physically and encourage every little success and booking – we are a family and we are here for each other.” With so many retail agents out of work and looking
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The low financial barrier for entry to become a homebased agent could well be another strong tailwind transitioning the industry
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for their next gig, the low financial barrier for entry to become a home-based agent could well be another strong tailwind transitioning the industry – especially with the major networks competing to capture their portion of the talent deluge who have been left displaced by the virus. All of the major networks have either reduced or waived member fees entirely in a bid to retain and attract talent, with Travel Partners pushing the boat out the furthest, extinguishing all member fees right through until July 2021. “Without the ability to earn revenue and in some instances, having to pay back commissions, we know our agents are hurting and we strongly believe we must play a role to support them,” Cameron said. And while bricks and mortar stores in Australia face a future of continuing cuts and downsizing, the feedback from the home-based networks regarding retention has been overwhelmingly positive, despite the major challenges proposed by the travel downturn. MTA’s Don Beattie said he was not aware of a single one of his members closing down because of COVID-19. While admitting that JobKeeper had so far provided a vital lifeline in retaining members in the short-term, Beattie also noted the company’s members retained a very positive mindset, many of whom are still very active
and on the hunt for new business opportunities. coming out of this pandemic – as clients will want Likewise, TravelManagers’ Barry Mayo said that the assistance and comfort an expert can offer them only 7% of his company’s network had opted to when making their travel plans and even though pursue another career as the majority of PTMs move agents have been portrayed negatively around the in to “semi-hibernation mode”, with refund process, I think the education many actively developing or sourcing we are focussed on now to really help domestic product opportunities and the customer understand how travel marketing this to their client base and operates and how all parts of the I believe there will digital followers to build their future supply chain interact and make money be a swing back to sales pipelines. is important,” Kate Cameron said. agents coming out Outside of the migration of agents to Travel Counsellors’ Kaylene remote working, many of the leaders of Shuttlewood adds that agents would of this pandemic – these home-based networks agree that well served to embrace a sense as clients will want be it’s very unlikely this trend alone will of optimism during these challenging the assistance and times, suggesting the sector’s greatest constitute future change in the travel sector as it recovers from the battle strength is its unity through adversity comfort an expert scars inflicted on it by the pandemic. and the enduring appetite for Aussies can offer them Predictions include a need for to travel. when making their suppliers to exercise greater flexibility “The travel industry as a whole will to survive, such as being more certainly be a tighter knit community as travel plans accommodating regarding deposit dates we continue to lean on each other for and amounts, refunds, credit policies support,” she assured. and improved insurance protection. “The more we are all involved with Kate Cameron, General Manager, Travel Partners Another encouraging sign for the our industry bodies like AFTA, CLIA and travel trade is a view among leaders CATO the better, as we need to have that the relationships cultivated during the trauma of one powerful voice as we fight for further government COVID-19 has created a large bank of goodwill that support – personally, I haven’t been on a plane for six could see a shift away from online booking engines months and I’m pretty sure my partner is keen to get down the track. me travelling away again so he can have some peace “I believe there will be a swing back to agents and quiet and I am sure we’re not the only ones.”
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CRUISE
HURTIGRUTEN CRITICISED FOR EMERGENCY PREPAREDNESS HURTIGRUTEN has committed to improving its internal procedures after the release of an investigation by Norwegian authorities into the outbreak of coronavirus on Roald Amundsen last month. With Hurtigruten committing to transparency, it published on its website the full report from the Norwegian Maritime Directorate (NMD), which found a risk assessment was not carried out before the start of the cruise. The review also said Hurtigruten’s reporting culture “does not seem to have worked as it should in connection with the
Social distancing on display on a Hurtigruten cruise © Andrea Klaussner
incident”, with staff apparently aware of coronavirus symptoms two days before the ship arrived in Tromso with cases aboard. The NMD also criticised the “emergency preparedness” of Hurtigruten after the outbreak was confirmed, alleging plans for dealing with the incident did not work as expected. “What the NMD points out is serious and shows that we must improve,” said Daniel Skjeldam,
Chief Executive Officer of the cruise line, which has since worked to update its procedures and contingency plans”. MEANWHILE, the Australian Hurtigruten team has flagged plans to relocate away from Victoria to New South Wales, with regional MD Damian Perry saying the ongoing lockdown means “there are now too many challenges and uncertainty in trying to expand in Victoria”.
New B2B portal enable agents to help clients dream on DREAM Cruises has launched a new business-tobusiness portal, designed to support agents. The site has been purpose-built for trade partners and provides resources including brochures and deck plans, details of current promotions, training and webinars, a gallery of images, and a dedicated COVID-19 section, along with reservations and sales support and latest news updates. “We are so excited to launch our new agent portal
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specifically for our loyal Australian & New Zealand agents. It’s a convenient resource for all things Dream Cruises. We want to be able to support the agent community as best as possible,” said Brigita Devries, Dream Cruises Vice President Sales & Marketing, Australia & New Zealand. To celebrate the platform’s launch, the first twenty agents to sign up for the portal will receive a luxury luggage tag. CLICK HERE to visit the site.
CARNIVAL IS DEFINITELY OVER COVID-19 CARNIVAL Corporation continues to adapt its business Spirit out of the now-delayed Brisbane International to the post-pandemic world, last month confirming Cruise Terminal now pushed back until late June a further five ships will leave its fleet, bringing the 2021. Carnival said it had decided to delay the return total to 18. The departures include two Princess to service of certain vessels until after upcoming dry ships much-loved by Australians – Sea Princess and dock maintenance. Carnival Splendor’s upcoming Sun Princess which have both been sold to unnamed Sydney season has also been delayed until 7 January, purchasers as the company announced a US$1.7 with the company saying it may need to use the ship billion quarterly loss. to support crew movements amid widespread ongoing The cruise giant noted that the international flight disruptions. divestments were part of its push Along with other cruise towards a more efficient fleet, with operators, Carnival Corporation We believe the the ships that are leaving representing is supporting the Cruise Lines about 12% of Carnival’s multi-brand International Association (CLIA) reduction in capacity capacity prior to COVID-19, but just 3% submission to the Centers for leaves us well of the company’s operating income. Disease Control, which lays out positioned to take “We continue to take aggressive action a range of mandatory protocols to emerge a leaner, more efficient advantage of the proven for the resumption of cruising in company,” said CEO Arnold Donald, the Americas, including 100% resiliency of, and the who believes the smaller fleet would pre-departure COVID-19 testing of pent-up demand for, lead to a structurally lower cost base. passengers and crew, the wearing Upbeat about the prospects for the of masks in all situations where cruise travel future, Donald highlighted the fact that physical distancing cannot be about 66% of Carnival’s guests each maintained, air management and were repeat cruisers. “We believe the ventilation strategies to increase Donald Arnold, CEO Carnival reduction in capacity leaves us well fresh air on board, and tailored Corporation positioned to take advantage of the medical response plans for each proven resiliency of, and the pent-up demand for, ship to allow for dedicated isolation cabin capacity cruise travel,” he said. and advance arrangements with private providers for The resumption of Australian voyages by the shoreside quarantine and treatment. company’s Carnival Cruise Line brand has also Carnival highlighted the successful return to service been set back, with the inaugural season of Carnival of some of its brands in Europe, including Costa and AIDA, as an indicator of a way forward. CLIA noted that with such examples and the support of regulators and destinations it may be possible to resume cruising in the US before the end of 2020.
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CRUISE Top Celebrity steps back CELEBRITY Cruises last month announced the departure of its regional leader Susan Bonner, who has taken on a new role as OneSpaWorld Holdings Chief Commercial Officer. Bonner only recently returned to Australia to head up Celebrity’s Asia-Pacific operations, but will now return to the United States to take up the position later this month. She is being replaced by Tim Jones, who was most recently National Geographic Partners’ Managing Director AU & NZ.
Super Cruise open to all THE 2021 Cruiseco Super Cruise is now open to be booked by any Australian travel agency, a decision the consortium described as “hard but logical”. The move was borne out of a will to ensure Cruiseco’s partners, and the charterer of the itinerary, Choose Your Cruise, could operate a viable and successful itinerary of its size following the coronavirus downturn. Combining the popular Rock Your Boat and Cruisin’ Country voyages, the cruise will sail from 23-30 Nov 2021 aboard Ovation of the Seas.
Coral eyes restart CORAL Expeditions has revealed details of the cruise line’s restart plan, with a return to cruising in Queensland this month, along with plans to commence operations in Tasmania, Western Australia and South Australia over the next six months. Many of the itineraries are subject to government approval but Coral was positive about the future, seeing a strong response to its on-sale itineraries.
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CLIA VIEW
Joel Katz, Managing Director CLIA Australasia
IMPORTANT STEPS TOWARDS REVIVAL THE cruise industry has taken important steps forward in recent weeks, having adopted mandatory measures to support cruise operations in the Americas. Submitted to the US Centers for Disease Control and Prevention (CDC) late last month, these measures set out the core elements of health protocols that will be implemented as part of a phased-in, highly controlled resumption of operations in that region. In addition to the resumption that has begun under strict protocols in other parts of the world, including Europe, these latest initiatives are an important milestone as we confront COVID-19. They will also support our continuing discussions with governments in Australia, as we plan our own pathway to revival. Designed to go further than the measures of almost any other travel sector, the core measures include aspects like
100% testing of passengers and crew, physical distancing on board and on shore, mandatory masks for all passengers and crew whenever physical distancing cannot be maintained, ventilation strategies to increase fresh air, risk-based medical response plans tailored for each ship, and strict requirements for the operators of shore excursions. Here, relative success in stemming community transmission provides an opportunity for a phased and carefully controlled re-entry of cruise ships to offer local cruising to local residents only. This concept would provide protection from outside infection while borders remain closed, and could be extended at the appropriate time to allow interstate or transTasman itineraries. Though there is still work to be done, CLIA remains busy advocating for our industry and will continue to lobby for a clear pathway towards our revival.
HEADLINES SEPTEMBER 2020 04 Sep 08 Sep 15 Sep 17 Sep 22 Sep 23 Sep
Five Princess ships for Australia Brisbane terminal on hold Hurtigruten to expand away from Vic Carnival Spirit out until Jun 2021 CLIA mandates core health protocols P&O sales restructure
PortMiami in pre-pandemic times
CDC NOT GOOD ENOUGH, SAYS MIAMI MIAMI-DADE County Commissioner Rebeca Sosa has joined cruise line executives in urging the United States’ Centers for Disease Control & Prevention (CDC) to let cruising resume. Sosa appeared on a Zoom meeting hosted by the County’s Tourism & Ports Committee, in which she blasted the CDC as being too slow to communicate
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with the industry. She said she would be writing to the CDC and would be campaigning for Florida’s Senators to pressure the public health institute to respond more quickly to cruise lines. “The problem is it’s not fair that the CDC is not paying attention and communicating with the cruise industry,” Sosa said. “While other industries have
been allowed to reopen in phases, the cruise industry remains totally shut down. “In April, the CDC gave the cruise industry seven days to come up with a lay-up plan, and the cruise industry worked tirelessly and gave them the plan in seven days. “The CDC took 14 weeks to somewhat respond to the plan that was presented.”
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NEW SOUTH WALES
SURF, SUN AND SAND ON NSW’S NORTH COAST
It is no secret why 85% of Australians live about an hour from the country’s coast. Teeming with quaint towns and inviting beaches, coastal Australia has been the nation’s playground for as long as Aussies have been taking holidays. Myles Stedman discovers why northern New South Wales is so spoilt when it comes to coastal vacations, and the best spots to get your fix.
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CENTRAL COAST & HUNTER THE Central Coast & Hunter regions begin just 90 minutes from Sydney, and once there, it becomes clear why so many are choosing to ditch the rat race for the near north. The Central Coast offers beautiful beaches, pristine national parks and picturesque waterways, all without the crowds found in Sydney. Avoca, Ettalong, and Terrigal Beaches are all exactly what city-dwellers crave: perfect sand and surf with charming towns to accompany them. If you’re after a more unique experience, Pearls of Australia is the state’s only pearl farm, and is home to some of the most lustrous Akoya pearls in the world. The Broken Bay Shellar Door in Mooney Mooney allows
NEW SOUTH WALES
Left: North Avoca Beach on the Central Coast ©Central Coast Tourism Top: Get your heart rate up with Sand Dune Adventures in Port Stephens ©Destination NSW Right: CoastXP in Newcastle offers some of the best whale-watching experiences in the state ©Scott Harrison/Daily Salt
travellers to join a tour, cruise the farm and browse locally grown pearl jewellery. Wine connoisseurs can head to Firescreek Winery and discover the innovative techniques that these winemakers are using, creating unique combinations found in few other places in the world. Enjoy a chocolate and wine pairing tasting or else join a more intimate behind-the-scenes tour with a winemaker. If you have a bit more time, head an hour further north to Port Stephens, where rest becomes play, and water sports, seaside eateries and bottlenose dolphins are the top-billing experiences. Marvel at the town’s giant sand dunes, either with your eyes, or via or via quad bike tour, with Sand Dune Adventures, a
local company owned and operated by Worimi Local Aboriginal Land Council. Murray’s Brewing Co is also located in Port Stephens and is one of Australia’s leading craft brewers. Stop in for a bite at the brewery restaurant or a tasting of their exciting and quirky beers. Or, if you’re looking for somewhere a bit busier, Newcastle is a hot spot for artists and creatives, perfect for families and couples alike. CoastXP offers some of the best whale-watching experiences in the state, and you can stay at Kingsley, which is set to be the city’s first five-star hotel, opening in April 2021. Newcastle is also home to long sandy beaches, coastal walking tracks and ocean pools.
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NEW SOUTH WALES MID NORTH COAST
Top: Check out cute koalas at Billabong Zoo Koala and Wildlife Park in Port Macquarie. Middle: Go Sea Kayak in Byron Bay gives travellers the chance to paddle with dolphins and whales. Bottom: Cape Byron Lighthouse sits on Australia’s most easterly point. All images on this page ©Destination NSW
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THIS region is becoming as cosmopolitan as any in New South Wales, with the charge led by Port Macquarie. Travellers have been coming for the beaches and rainforests for years, but the town is also renowned as a fabulous place to spot wildlife, with Sea Acres National Park home to over 100 bird species, as well as lizards, koalas and quolls. If you’re not done animal-spotting – or just want to be on the other side of the fence – Billabong Zoo Koala & Wildlife Park offers the chance to spot cheetahs, snow leopards, red pandas, meerkats and snakes. The latest stage in Port Macquarie’s development has been as a food and drink destination, with farmto-fork cuisine and a few local vineyards now in play. For a stylish and contemporary place for travellers to lay their heads, try Sails Port Macquarie which offers a pool, waterfront restaurant and tennis court, all just a 10-minute stroll from town. An hour and a half further north is Coffs Harbour, perhaps most famous for its location in Solitary Islands Marine Park. Here, you can spot dolphins, turtles, tropical fish, and even migrating whales. For the more energetic types, Wajaana Yaam Adventure Tours offers standup paddleboarding led by local Gumbaynggirr guides, as well as walking tours. Of course, no trip to Coffs Harbour is complete without a visit to The Big Banana Fun Park, which is now more than just a large fruit – it also offers waterslides, ice skating, miniature golf and laser tag.
NORTHERN RIVERS HOME to one of the world’s most famous coastal towns, marvelling in the uniqueness that is Byron Bay is a must. This town started as a surfing hotspot, and remains such today, with a number of fantastic beaches to check out. If you want to get involved yourself but haven’t the faintest idea how, Let’s Go Surfing offers surf lessons, and caters for beginner to elite. Surfing is far from the only active option on offer in Byron Bay; if you’re after more than simply walking out to Cape Byron, the easternmost point of Australia, Go Sea Kayak provides the opportunity to paddle with dolphins and whales, as does Cape Byron Kayaks, which is so sure you’ll get to see these marine mammals that you’ll get a free return trip if you don’t spot any on your tour. If you’re looking to get more extreme, Go Fish Australia is an adventure fishing specialist, offering
NEW SOUTH WALES
Left: Haul in live crabs, pump for yabbies and fish with Catch a Crab in the Tweed ©Destination NSW Top: Enjoy a taste of local produce at Paper Daisy restaurant which is open to guests of Halycon House for breakfast and lunch and the public for dinner ©Destination NSW
bucket list experiences such as heli-fishing, rainforest fishing and private charters. For a more downtempo experience, Byron Bay has a number of regular markets, including a weekly farmer’s market every Thursday, a Byron Community Market on the first Sunday of each month, and the Artisan Market held on Saturday evenings in the warmer parts of the year. Almost an hour north of Byron Bay is the Tweed Shire. Enjoy the beautiful Tweed River which winds its way through town and try the taste of succulent fresh mud crab caught straight from the Tweed River with Catch a Crab. In addition to the Tweed’s uncrowded beaches and
world-renowned surf breaks, the region is also famous for its top restaurants and cafes including the twohatted Paper Daisy restaurant located in boutique hotel Halycon House in Cabarita Beach, just 20 minutes south of Tweed Heads. Luckily, selling NSW is even easier now, with most of the experiences featured ready to work with the trade. For full details of experiences, see Destination NSW’s Trade Toolkit, which includes on-demand trade training tools and resources. Travel distributors based in Australia and overseas are invited to access this free resource via Destination NSW’s dedicated landing page for the trade. CLICK HERE to access the toolkit.
Book your client a NSW escape they’ll never forget.
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LAST WORD
NOWLIGHT A BRIGHT IDEA
mains electricity or solar power, with five hours of direct sunlight charging the light fully. The light also has six brightness settings,
Funnies Flashback We’ve trawled through the Travel Daily Window Seat archives to give you a blast from the past. Here’s a gem from 22 October 2013: When looking for customer service advice, who better to consult than...the customers? Irish low-cost carrier Ryanair is seeking tips on customer service, with chief exec Michael O’Leary - who for this exercise has named himself “Da Boss” asking pax to email him directly. The feedback platform on the carrier’s website automatically responds to contributors with a message thanking them for their input and that the best ideas will be considered into Ryanair’s new service improvement plans. Of course, feedback provided is graciously received and signed off by “Da Boss” himself.
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from 5 to 160 lumens. NowLight can be purchased for a cool A$170. CLICK HERE to buy.
UNSCRAMBLE How many words can you make out of these nine letters? Every word needs to include the centre letter, have four letters or more and not be a proper noun or a plural. You can only use each letter once. There’s also one word that uses all nine letters.
V L R Y T O A N U
Good – 19 words Very good – 28 words Excellent – 37 words NOTE: We’ve used Chambers Dictionary to decide what words are acceptable.
Unscramble: alto, arty, atony, aunt, aunty, auto, layout, lout, notary, outlay, outran, rant, rota, rout, runt, talon, tarn, taro, tolu, tonal, torn, tour, tray, troy, truly, tuna, turn, tyro, ultra, unto, vault, vaunt, volant, volt, VOLUNTARY, votary, yurt
WITH overseas travel still off the cards for a while, more Australians are heading out and exploring their own backyard, perhaps embarking on a camping adventure. And if you want to go out bush, sometimes that means not having a power connection. That’s why you need the NowLight. This clever invention comes with a cord that if you pull for just one minute will generate enough power to provide two hours of light, and when fully charged, the NowLight will provide 50 hours of light, or a full charge for most smartphone batteries. And you don’t have to just charge the light with pulling power. NowLight comes with a kit that enables you to charge it through
Austr i an National To u r i s t O f f i c e
LET US HELP YOU EDUCATE THE TRADE These suppliers use the Travel Daily Training Academy for their trade education programs. We offer a platform that is effective, scalable, user friendly and accessible 24/7 via mobile, tablet or desktop. Click here to find out more.
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Yarra Valley ©Visit Victoria
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