november / december 2014
Dubai tourism wrap
november / december 2014
Home-based agents The end of bricks and mortar? new products for 2015 new zealand goes mega ireland delights travellers south pacific hotter than ever the lure of luxury
Win
a Mantra weekend
Spectacular Canada &
THE ROCKY MOUNTAINEER globus NEW TOUR!
Travelling with Globus, your clients will experience the unique beauty of the Canadian Rockies with an unforgettable journey on the famous Rocky Mountaineer. Let Globus take care of all the details while your clients can just relax and enjoy the view.
Globus tours include Superior Hotels Deluxe Coaches with Wi-Fi Expert Tour Directors Local FavouritesSM Regional Cuisine VIP Access to Attractions
Spirit of the Rockies incl Holland America Cruise
Rockies’ Resorts, Rails & The Coastal Passage
Vancouver, Rocky Mountaineer GoldLeaf via Kamloops to Banff, Lake Louise, Jasper, Sun Peaks, Whistler, Victoria, 7-night Alaska Cruise onboard MS Volendam
Calgary, Lake Louise, Jasper, Banff, Rocky Mountaineer GoldLeaf via Kamloops to Vancouver, Rocky Mountaineer to Seattle
19 days from $7,246
11 days from $6,659
per person twin share
per person twin share
based on 09/05/15 departure
based on 28/05/15 departure
PLUS
SAVE 5%
Second tour discount
SAVE 5%
Repeat traveller discount
More itineraries available, see our website for details
FOR MORE INFORMATION OR TO BOOK, CALL 1300 130 134 OR VISIT GLOBUSFAMILY.COM.AU/ONLINEBOOKINGS Terms & conditions: Prices are per person twin share and are correct as of 12 November 2014. All care is taken to promote correct pricing at time of printing, is dependent upon tour and cabin category availability, and will be confirmed at time of reservation. Combinable with save 5% Second Tour discount and/or save 5% Journeys Club repeat traveller benefit (must be a Journeys Club member and present member number at time of booking and before deposit is paid). Discounts are based on land-only portion of core tour on twin share price, not including extra night accommodations, extensions, taxes/fees, tips and, supplements/reductions. Applies to new 2015 bookings only. Additional restrictions apply refer 2015 Globus United States and Canada brochure or visit globus.com.au Licence 2TA000637
contents
From the managing editor Bruce Piper
18 COVER STORY Home-based agents The end of bricks and mortar?
features 33 38 43 48 54 59
New product Ireland Luxury travel South Pacific New Zealand Careers
monthly 02 08 17 23 28 30 32 62
State of the industry Issues and trends Travel management Technology Cruising report Agents in focus Brochures The last word
columns 02 06 09 14 29
Ian McMahon Steve Jones AFTA View NTA View CLIA View
www.travelbulletin.com.au Travel Bulletin is part of the Travel Daily family of publications
Welcome to our November-December issue, which for the first time includes a hard copy version of the popular Business Class Airline Guide previously produced online by Travel Daily. Many agents have told us how they regularly use our airline guides when talking to clients, and we hope that the new print format with travelBulletin makes them even more useful – keep your eye out for Economy, Premium Economy and First Class guides in upcoming issues of the magazine. Meanwhile, the expansion of the marketing partnership between Tourism Australia and Virgin Australia announced this month has seen VA become the tourism body’s largest airline partner. Virgin Australia will provide targeted support for Tourism Australia’s business events and international media hosting programs, as well as Australian Tourism Exchange in 2015 – in the process exposing its product to a carefully targeted group of highly influential international media and travel product buyers. While great news for Australian tourism, the Virgin deal also underlines the longstanding impasse between Qantas and Tourism Australia (TA) which must surely be seen as an ongoing embarrassment and a lost opportunity for the national carrier. Two years ago Qantas CEO Alan Joyce pulled the plug on QF’s 40-yearlong relationship with Tourism Australia, citing a conflict of interest by his former mentor and TA chairman Geoff Dixon, who was part of an investor consortium agitating to change the airline’s direction. At the time Qantas said it would redirect the money it was spending on tourism marketing with Tourism Australia to the various state tourism organisations – again great news for the industry, but also creating a confusing message when contrasted with TA’s calls for the sector to speak with a single voice when marketing Australia. To observers overseas the continuation of the bitter feud between Qantas and Tourism Australia is looking more and more like a petulant dummy spit which has opened up opportunities that QF’s competitors must have previously only dreamed of. Tourism Australia now has an array of airline partners, including all three of Virgin Australia’s major foreign carrier shareholders in the form of Singapore Airlines, Air New Zealand and Etihad. The Dixon consortium has long since walked away from its aspirations to control the carrier, but there appears to be no shift in the QF position which looks increasingly like a self-destructive own goal.
This month’s contributors Steve Jones, Jayson Westbury, Juliana Payne, Oliver Tams, Guy Dundas, Matt Lennon, Brett Jardine, Gary Walsh, Kris Madden, Sarah Piper, Lee Mylne
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 Wendy St George wstgeorge@travelbulletin.com.au 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 NOVEMBER/DECEMBER 2014
1
state of the industry Ensemble makes Australian play
Ian McMahon’s perspective
Keeping AFTA’s NTIAs relevant THE AFTA National Travel Industry Awards have grown into an industry institution. The industry’s “night of nights” has become a pivotal event in the travel industry calendar. Uniquely, it brings together agents from all groups and their product suppliers, helping to fill the gap created by the demise of the annual AFTA convention. The problem with institutions is that they can become ossified and irrelevant – which is what happened to the AFTA convention when increasingly sophisticated agency groups initiated their own annual gettogethers to provide agents with information, education and networking opportunities. Pleasingly, the latest announcement from AFTA indicates this fate is not in prospect for the NTIAs any time soon. The federation this month added seven new categories to the awards roster and rejigged three others, providing plenty of evidence of a willingness to innovate and adapt to emerging travel industry trends. There is much to like about the new slate of awards to be presented at a gala night at Sydney’s Darling Harbour Dockside Pavilion in July next year. The introduction of a Best Online Travel Agency (OTA) award acknowledges the huge changes wrought on this industry by the internet. There will be tremendous interest in what shapes up as a tussle between
Webjet, which claims to be the world’s only OTA of substance making money from airline ticket sales, and the rest of the field, notably Wotif/Expedia, with business models focused on accommodation sales. Four new awards for travel agency managers – retail and corporate, single location and multi location – are a welcome addition to the awards traditionally handed out to consultants. The addition of a Best River Cruise Operator category is a no-brainer given the booming popularity of this relatively new sector. It will also eliminate the embarrassment of a (very fine) river cruise company like APT taking out an award ahead of major ocean cruisers like Carnival and Royal Caribbean as happened when a previous cruise category failed to group like with like. Perhaps most welcome of all is the addition of an award for Best Non Branded Travel Agency Group. The new award recognises what has arguably become the most dynamic sector of the Australian travel agency scene with the boutique Magellan Travel and the more broadly based Independent Travel Group bringing fresh energy to an area already well served by the likes of the Concorde Agency Group, Travellers Choice and the Australian Travel Agents Co-operative.
Ensemble Travel, one of North America’s major travel agency consortia, has turned its attention to the Australia/NZ market, with former American Express executive Trish Shepherd spearheading the group’s Down Under push. Ensemble currently has around 850 members in the USA and Canada, and is understood to be already approaching local agents with a view of signing some up with a start date as early as 1 January 2015. Shepherd said she believes there’s a significant opportunity for a new force in the market, which is “still in an upheaval from a partnership perspective” with the consolidation of the former Jetset, Harvey World Travel, Travelworld and Travelscene brands into Helloworld. “Within six months we hope to make a considerable impact… over the past months we’ve been preparing for this launch so that our new members can start to benefit from their relationship with us from day one,” Shepherd said. “We will gain momentum early and expect that will bring on enough new members to gain buying power in a short time.” The requirements seem simple – a website at www.joinensemble.com.au simply stipulates that prospective members have been in business for at least two years and are accredited by AFTA, IATA or CLIA. There are no multi-year commitments or particular technology requirements, with the site saying “your success is your own brand name”. Benefits touted include preferential commissions and overrides backed by an extensive portfolio of supplier partnerships including airlines, cruise companies, hotels
business monitor OUTBOUND MARKET
INBOUND MARKET
MAIN DOMESTIC ROUTES
Top 10 domestic city pairs at September 2014
Top 10 destinations, September 2014
Top 10 sources, September 2014
Destination Trend Seasonally Original Trend Trend Aug 14/ Sep 13/ Adjusted Sep 14 Sep 14 000 000 000 % % Indonesia 95.2 95.3 110.0 +1.0 +17.7 USA 77.9 76.4 104.5 -0.4 -2.9 New Zealand 97.3 96.2 96.6 -0.3 -2.0 UK 47.1 44.5 59.1 +0.3 +2.4 Thailand 44.3 44.7 50.2 -2.4 -16.1 China 32.4 32.7 45.3 -0.6 -3.6 Singapore 30.8 30.5 34.5 +0.3 +1.6 Fiji 26.7 25.7 31.8 -1.4 -4.5 Italy 15.7 15.1 31.6 +0.0 +8.3 Malaysia 24.1 25.6 26.2 -1.4 +1.1 All outbound 763.6 759.0 900.2 +0.1 +3.2
Source Trend Seasonally Original Trend Trend Adjusted Aug 14/ Sep 13/ Sep 14 Sep 14 000 000 000 % % New Zealand 101.2 100.8 113.2 -0.2 +1.8 China 77.0 77.7 61.8 +2.4 +24.7 54.8 54.5 44.2 +0.1 +2.8 UK USA 44.4 45.8 35.0 +0.5 +5.4 Singapore 30.9 31.7 29.0 -0.7 +4.5 Malaysia 29.0 31.0 28.3 -0.2 +17.4 Japan 27.6 26.1 24.6 -0.7 +2.0 South Korea 17.2 17.8 15.6 +1.3 +2.0 Germany 15.5 15.0 14.8 -0.6 +8.6 India 17.0 17.1 14.2 +0.6 +15.1 All inbound 578.7 580.4 517.5 +0.2 +7.1
City pair
Passengers Passengers % change YE Aug13 YE Aug 14 13/14
Melbourne-Sydney Brisbane-Sydney Brisbane-Melbourne Gold Coast-Sydney Adelaide-Melbourne Melbourne-Perth Perth-Sydney Adelaide-Sydney Gold Coast-Melbourne Hobart-Melbourne
(000) (000) 8,224.0 8,274.1 4,419.3 4,473.8 3,178.2 3,291.8 2,561.4 2,588.5 2,158.8 2,256.2 2,232.5 2,156.7 1,798.8 1,797.5 1746.6 1,794.9 1,693.1 1,741.0 1381.9 1,387.1
Source: Australian Bureau of Statistics
Source: Australian Bureau of Statistics
Source: BITRE
2
travelBulletin NOVEMBER/DECEMBER 2014
+0.6 +1.2 +3.6 +1.1 +4.5 -3.4 -0.1 +2.8 +2.8 +0.4
state of the industry and resorts, villas & vacation homes, event access and ground operators. There’s also a suite of marketing services, specialist training programs as well as regular networking events. Other players will be watching keenly, with the Ensemble offering providing yet another alternative for disaffected Helloworld members and other independent agencies.
NTIA 2015 bigger than ever There will certainly be a lot of celebrating going on at the 2015 National Travel Industry Awards, which have been expanded to 37 categories to reflect the “changing, dynamic nature of the travel industry”. Seven new categories have been added, including Best Online Travel Agency, Best Non Branded Travel Agency Group and Best River Cruise Operator. The major cruise categories have also been renamed as Best Cruise Ship – Domestic Deployment and Best Cruise Operator – International Deployment. The industry’s night of nights will take place at Sydney’s newest venue, the Dockside Pavilion Darling Harbour on Saturday 18th July 2015. travelBulletin and Travel Daily are proud to once again be the media sponsors of the NTIA in 2015.
Reform is finally national The Australian travel industry is at last covered by a uniform national system, with Tasmania and Western Australia repealing their travel agent Acts in the last month or so. Tasmania was the last to cross the line, with AFTA ceo Jayson Westbury saying the move was good news for both travel agents and consumers. “This is a milestone worth celebrating.
Travel Partners conference kicks off Travel Partners hosted its inaugural conference in Sydney last month, with top achievers taking home awards for sales performance and business growth. Joined by approximately 120 attendees from across the country, winners in each state were commended for their efforts, with excellence awards also presented to high achievers. The two-day event featured presentations on business planning, online marketing and practical information, in addition to the unveiling of a new online
solution allowing members to have personal sites complete with a booking engine. Top achievers are pictured from left: Ania Hart, Entertainment Travel Partners; Tony Miles, Travel Partners VIC; Sandy Cvorak, Adriatic Adventures and Tours; Lesley Royle, Travel Partners QLD; Glenda Prudius, Amadeus Sydney; Tanya Ives, Travel Partners NSW; Mihoko Hirashima, Travel Partners NSW. Front Row: Jeff Hakim, Managing Partner; Jacki Scroggie, Travel Partners QLD; and Andrea Beck of Travel Partners WA.
It concludes a very long journey, but finally the Australian travel industry is free from regulatory burden and opens the way for ATAS, an industry led endorsement scheme based upon professional standards, trustworthiness and experience,” he said.
Westbury said the new era meant that agents were now free to make commercial decisions, which will make them more competitive in today’s marketplace. Continues over page
business monitor DOMESTIC AIR MARKET – September 2014
International Air Market Share
International passengers by major airline – year ended August 2014
Total pax movements Revenue pax kms (RPK) Avail seat kms (ASK) Load factor (%) Aircraft trips (000)
Sep Sep Growth Yr to Yr to Growth 13 14 (%) Sep 13 Sep 14 (%) 4.84m 4.86m +0.2 57.36m 57.59m +0.4 5.76bn 5.75bn -0.2 67.52bn 67.94bn +0.6 7.59bn 7.53bn -0.8 88.02bn 89.3bn +1.5 75.9 76.5 +0.6* 76.7 76.1 -0.6* 54.8 54.6 -0.2 644.4 641.5 -0.4
Source: BITRE * Percentage points
Domestic On Time Performance – Sept 2014
Source: BITRE
Departures on Time Arrivals on Time Cancellations No. % No. % No. %
Jetstar 6,216 Qantas 8,524 QantasLink 9,077 Tigerair 1,419 Virgin Australia 9,448 All Airlines 42,122
85.0 6,238 85.3 89.5 8,868 88.9 88.6 8,856 86.5 75.8 1,371 73.2 87.1 9,432 86.9 87.7 41,629 86.6
83 139 123 20 192 577
1.1 1.4 1.2 1.1 1.7 1.2
Source: BITRE
travelBulletin NOVEMBER/DECEMBER 2014
3
state of the industry Continues from previous page Meanwhile ATAS, which is now heading for 3,000 participants nationwide, is set for even more consumer awareness with a four week campaign on radio stations in NSW, Qld, Vic and SA expected to reach one million consumers who intend to travel overseas in the next 12 months.
Travel Counsellors investment Travel Counsellors is being coy with details after entering a deal with European private equity firm Equistone Partners which is helping to fund a management buy-out of the business. David Speakman, who founded the company 20 years ago, will remain in his role as chairman. Steve Byrne is continuing as managing director, saying the investment will “accelerate our growth and take Travel Counsellors to yet another level”. Citing opportunities to grow in both leisure and business travel, Byrne also said the deal would bolster the group’s global buying power.
Insurer adds wholesaler coverage Allianz-backed Aussietravelcover and CHI Travel Insurance now appear to have a significant point of difference from their competitors, after Allianz Global Assistance added insolvency coverage for a specified list of wholesalers and tour operators to its policy range. Allianz is also offering the insolvency coverage feature as part of its own “My Travel Insurance” product range which launched this month. There have certainly been some changes in the insurance market in recent weeks,
Australia’s oldest agency? Victoria’s Brighton Travelworld is this month celebrating its 45th birthday, with the commemoration including a cocktail party for 200 of their top clients attended by such industry luminaries as Magellan director Kevin Dale and APT founder Geoff McGeary. During the speeches it was noted that Brighton Travelworld is reportedly the only travel agency in Australia which has remained in the same location for 45 years. The business is now owned by Keiran Cromie along with Julie Avery - who started there 35 years ago as the bookkeeper before moving into admin, consulting and eventually buying the business with Cromie in 1998. Since then they have doubled the turnover of the agency, which is now part of the Magellan Travel Group. The pair are pictured above at the Magellan conference in Canberra last month where they enthusiastically joined in with the Gatsby theme.
with Helloworld abruptly dropping Allianz in October, while Suresave is rolling out a new brand and collateral across its agency network. But the insolvency coverage is much more than a cosmetic change, and what’s more, Allianz Global Assistance has also confirmed that its claims policy “is not to direct customers with these new benefits to their banks to activate chargebacks where their travel agent is the merchant”. Cover-More and Suresave are certain to be closely watching the uptake of the new
Allianz insolvency coverage option, which was welcomed by AFTA ceo Jayson Westbury as another example of a market-driven solution to emerge from the reformation of the Australian travel industry. Meanwhile the other hot topic in insurance is Gow Gates’ Travel Agent & Intermediary Failure Insurance (TAIFI) which was one of the options designed for ATAS accredited companies to provide protection for their customers following the demise of the Travel Compensation Fund. By all accounts, TAIFI
business monitor INTERNATIONAL AIR
INTERNET AGENCY MARKET SHARES
Week ending 01/11/14 ranked by visits Rank Company Market share
1 2 3 4 5 6 7 8 9 10
Rank
Rank
W/E 01/11/14 W/E 29/09/14 W/E 30/08/14
Webjet 13.63 Wotif.com 12.65 Expedia 9.24 Flight Centre 7.40 Skyscanner 5.70 Lastminute.com.au 4.56 au.edreams.com 4.00 STA Travel 1.50 BYOjet 1.45 EscapeTravel 1.32
2 1 3 4 5 6 8 9 * *
2 1 3 4 5 6 7 10 8 *
* Not in top 10 Source: Experian Hitwise Australia – www.hitwise.com.au
4
travelBulletin NOVEMBER/DECEMBER 2014
Top 10 city pairs (at August 2014) City pair
Passengers YE Aug 13
Passengers YE Aug 14
% of % change total 13/14
Auckland-Sydney 1,412,236 1,461,582 4.5 +3.5 Singapore-Sydney 1,356,129 1,369,726 4.2 +1.0 Singapore-Melbourne 1,092,708 1,128,073 3.5 +3.2 Singapore-Perth 1,003,065 1,054,233 3.2 +5.1 Auckland-Melbourne 976,204 1,013,580 3.1 +3.8 Hong Kong-Sydney 922,461 939,259 2.9 +1.8 Kuala Lumpur-Melbourne 691,316 908,317 2.8 +31.4 Los Angeles-Sydney 895,308 895,570 2.7 0.0 Auckland-Brisbane 860,002 891,602 2.7 +3.7 Denpasar-Perth 849,801 841,360 2.6 -0.1 Top 10 city pairs 10,059,230 10,503,302 32.2 +4.4 Other city pairs 20,676,504 22,136,313 67.8 +7.1 ALL CITY PAIRS 30,735,734 32,639,615 100.0 +6.2 Source: BITRE
AUSTRALIAN AIRPORTS
International passenger through Australia’s major international airports* – August 2014 Airport Passengers Passengers % of % change YE Aug 13 YE Aug 14 total 14/13 Sydney 12,741,177 13,251,385 40.6 +4.0 Melbourne 7,136,060 7,782,104 23.8 +9.1 Brisbane 4,581,252 4,862,487 14.9 +6.1 Perth 3,809,144 4,093,363 12.5 +7.5 Adelaide 740,945 945,841 2.9 +27.7 Gold Coast 876,578 882,659 2.7 +0.7 Cairns 516,104 464,945 1.4 -9.9 Darwin 316,704 335,951 1.0 +6.1 Norfolk Island 11,274 11,274 0.0 +5.0 Sunshine Coast 6,496 9,042 0.0 +39.2 All Airports* 30,735,734 32,639,615 100.0 +6.2 * Total passenger numbers also include Townsville (scheduled services ceased October 2011) and Sunshine Coast (scheduled services from July 2013-Sept 2012, June 2013-Oct 2013 and June 2014). Source: BITRE
state of the industry has proven to be much more expensive than expected and travelBulletin is yet to find a travel agency or wholesaler who has actually taken it out. This will in turn affect the insurer who naturally is hoping for a pool of clients to spread the risk. So watch this space.
of this important region,” he said. Australia and New Zealand are key international markets for New York, with almost 650,000 locals heading to the city that never sleeps during 2013. The appointment complements other destinations in the Walshe portfolio such as Visit Flanders, Oman and Hawaii Tourism.
Walshe takes a bite out of Big Apple
King passes ATEC baton
The Walshe Group has added another significant client to its representation portfolio, being awarded the NYC & Company account this month. It’s a big change, with NYC & Co formerly represented by Aviareps and its predecessor Integra Tourism Marketing which opened the local New York office in February 2008. Walshe will work to strengthen New York City’s reach as a “primary brand and destination”, according to NYC & Co ceo Fred Dixon. “We are eager to enhance our work in market with the travel trade as well as the consumer and trade media to promote the five boroughs to travellers from every corner
IT’s the end of an era for the Australian Tourism Export Council, with industry stalwart John King stepping down as ATEC chair and handing the baton back to Denis Pierce who previously held the post two decades ago. King will formally stand down at the ATEC Meeting Place conference on 10 December, marking the end of a nine year tenure as chairman. After what he describes as a “challenging decade”, King says the time is right to step down, but retirement is not yet on the cards. He’s keen to continue involvement in the industry through other board positions and continued Indigenous tourism participation.
HEADLINES october 01 Virgin Australia SAA codeshare 01 BYOjet’s profit revealed 03 Etihad Holidays for Australia 03 Jetstar cutting Newcastle 07 No Jetstar post office plans 08 ATAS supports Travel Industry Expo 08 WA agent licensing repealed 08 Etihad launches its own “alliance” 09 Leisure hit by budget – Flight Centre 09 ATAC targeting 120 agents 10 Allianz addes wholesaler coverage 10 Domestic capacity war over – CAPA 13 Tigerair axes Perth route 13 Dusit enters Australian market 14 Westbury heads WTAAA
Rebecca’s thai take-away
15 AirAsia X to fly Melbourne-Bali 16 Cathay weekend surcharge 17 Virgin Australia to acquire balance of Tigerair for $1 17 Virtual cards set for surge 20 VIP buyers for Travel Industry Expo 21 Helloworld drops Allianz insurance 21 ANTO targets affluent Aussies 22 NZCC hiccup for Expedia-Wotif deal 22 DFAT travel insurance guide 23 AFTA confirms 2015 NTIA venue 23 $500m strategic partnership for Quest and Ascott 24 Flight Centre to slow store roll-out 24 Air Mauritius pushing East
Rebecca Hamerton from the Globus Family of Brands took home travelBulletin’s luxury Thai getaway last month, with TG’s Kevin Fisher handing over the prize package at an industry function in Sydney. Selected from a highly competitive field, Hamerton’s ‘Order a Thai Take-Me-Away’ entry will see her and a partner travel to Thailand on business class flights with THAI. The prize also includes two nights at Sofitel Bangkok Sukjumvit and Sofitel Krabi Phokeethra, and transfers with World Travel Services. Finalists included Amber van den Akker from Flight Centre Firle, Franki Collins from Flight Centre Armidale, Stuart Whitford from italktravel Hornsby, and Chris O’Keeffe from Flight Centre Chancellor Park. The prize was offered courtesy of Thai Airways International, Sofitel Bangkok Sukhumvit and Sofitel Krabi Phokeethra. Don’t forget to enter this month’s travelBulletin competition - details on page 11.
Got something to say?
We’re all ears, so share your thoughts at haveyoursay@travelbulletin.com.au
27 Allianz revamps insurance offering 27 Walshe wins NYC account 27 Ensemble Travel Group to launch in Australia/NZ 28 King abdicates ATEC chair 29 2020 potential is slipping 29 Virgin Australia, Tourism Australia boost marketing deal 29 Travel Counsellors stake sold to private equity 31 Magellan now at $800m in TTV 31 ATEC signs partner deals
Get all the travel news as it happens by signing up for a subscription at traveldaily.com.au.
travelBulletin NOVEMBER/DECEMBER 2014
5
Steve’s Say
salary key to staff retention woes By Steve Jones Not for the first time - and one might reasonably suspect not the last - concerns have been raised over the travel industry’s apparent inability to attract new, and retain existing staff. It is, said Travellers Choice chief executive Christian Hunter, an “on-going struggle”. Speaking at his network’s annual conference on the Gold Coast, Hunter suggested a need to “revitalise the perception” of travel as a career to attract and retain “quality individuals into the travel agent community”. But what as an industry can we actively do to make the job of a travel agent that much more appealing? Well I thought about this and had a moment of clarity. And it’s this: Why don’t companies try paying a half decent salary? For all the navel gazing and hand wringing that accompanies this perennial debate, the answer – at least part of the answer – seems to get overlooked. Travel agents, frankly, are poorly remunerated. Yet inexplicably no-one ever addresses wages, or lack of them, as an Airunderlying China half page reduced.pdf 1 14/10/2014 11:41:56 AM reason for the brain drain. We’re
talking about attracting – and retaining – millennials to our industry, and they are a confident, demanding and expectant generation who just will not accept a meagre pay packet. Yes, there are some retailers who are terrifically successful and make a very tidy living. But they are in the minority.
...We should stop kidding ‘ourselves that low pay is
not a major reason for this reluctance to embrace travel retailing as a career
’
I have often heard the argument that travelling is a huge perk of the job and should be used to entice new starters. After all, what can be better than jetting off to foreign climes at someone else’s expense? Sure, it sounds appealing, heck, it is appealing. But when you reach the stage in life of mortgage repayments, bills and a family, a three-night trip to Bali loses its edge. Of course, travel is an industry that works
on wafer thin margins, so the ability to pay reasonable salaries is restricted. But we should stop kidding ourselves that low pay it not a major reason for this reluctance to embrace travel retailing as a career. Another drawback is that being a travel agent is simply not an in-vogue profession. How many of today’s leaders in travel began life as a travel agent? I stand to be corrected but not many is my guess. This is a generation that has known nothing but online transactions, that communicates without picking up the phone, and that finds the prospect of someone else booking your travel as vaguely absurd. Which brings me to my final point. AFTA chief Jayson Westbury pointed the finger at the media for the shortage of new travel agents. Now, the media can hardly lay claim to be bastion of morality and ethics, but to suggest it is somehow responsible for this lack of emerging talent is off the mark. It’s not the media’s job to promote bricks and mortar agents, that’s AFTA’s responsibility and it’s doing a good job of that right now. But agents are under pressure, surely no one would contradict that, and reporting that is fair and accurate.
MTA p7
MEMBER
issues & trends
ITALKTRAVEL in the Express lane Orient Express Travel Group CEO Tom Manwaring couldn’t wipe the smile off his face during the company’s Independent Travel Group conference in Hawaii earlier this month. As well as taking place in a spectacular location, it was the first time that members of ITG’s fledgling italktravel brand had ever gathered together. The fully branded italktravel group is only eight months old, with four former Harvey World Travel agencies owned by the Newcastle-based van Huisstede family kicking off an avalanche which now encompasses a total of 28 branches. Manwaring and his team - now including the well-respected Greg McCallum, ex Rail Plus - are confidently predicting italktravel will reach 100 members. The Independent Travel Group is working hard to raise the consumer profile of italktravel via social media, charity sponsorships and a range of other initiatives.
There has been a ‘structural shift in Australia towards outbound travel... ’
The new italktravel agencies joined the unbranded ITG members at the conference, with some fascinating presentations including an upbeat assessment of the future of Australian travel agents provided by the incisive John O’Shea, a senior analyst with stockbrokers Bell Potter Securities. O’Shea has studied the market extensively and told delegates there had been a structural shift in Australia towards outbound travel,
with departure numbers closely correlated to household expenditure rather than currency fluctuations or even the price of travel. The ongoing evolution and strong growth of OETG will see it drop the “Orient” to become simply the Express Travel Group in early 2015, Manwaring said, coinciding with a move into a larger office in the Melbourne CBD. Other announcements made during the conference include the creation of a new Express Academy online training portal for consultants, managers and agency owners; the pending launch of a B2C cruise presence for italktravel; and an exclusive Australian partnership with global broadcaster CNN to utilise destination footage in the creation of in-store and online video content featuring
italktravel consultants alongside SBS presenter Anjali Rao. Hawaiian Airlines, newly appointed as a preferred partner for the group, was a key supporter of the conference, while Hawaii Tourism also sponsored a number of activities. It’s believed that the last time Hawaii saw a major Australian travel agent gathering was the Flight Centre Global Ball in 2008. Sabre Pacific’s former ceo Gai Tyrrell made a surprise appearance during the ITG conference, having been appointed to a newly created role with Hawaiian Airlines as regional director for Australia and NZ. It’s expected this increasing focus by HA on the Australasian market will see further capacity and destination announcements in the coming months.
anto puts austria on oz agents’ map More than 20 Aussie agents sampled Austria’s finest last month as part of the second ‘Austria. Destination Summit’, with river cruising, ballroom dancing and cultural tours on the agenda. Hosted by the Austrian National Tourist Office (ANTO), the summit saw the Australian participants join a contingent of 38 US consultants to forge stronger bonds with Austrian suppliers and improve their selling skills back home. Following “huge success” from the inaugural ADS in 2010, the October summit focused heavily on luxury product to entice
8
travelBulletin NOVEMBER/DECEMBER 2014
more affluent travellers to the country, while winter tourism and cultural tours were given a special mention. Pictured above is ANTO
Australia director Astrid Mulholland-Licht with the Australian agents ahead of a waltz lesson at the Imperial Palace in Vienna.
issues & trends
AFTA view
Jayson Westbury, chief executive AFTA
Challenges remain, but integrity prevails
Green light for Wotif/Expedia tie up It took months in the pipeline, saw staunch criticism from hoteliers and was held up at the last minute by the New Zealand Commerce Commission (NZCC), but Expedia’s planned $703 million takeover of Wotif.com Holdings has made it over the finish line. First launched back in June, formalities have now been completed, with the buyout seeing US travel giant Expedia swallow Australian owned Wotif.com and combine its international clout with Wotif’s domestic operation – which is responsible for around one in 10 room night bookings in Australia. Both firms will continue to operate as usual for now, but Expedia is expected to develop a strategy to strengthen the potential of Wotif’s brands as the firm looks to further its grasp in the Asia Pacific market. Wotif.com, which listed on the ASX in 2006 and also ended up owning travel.com.au and lastminute.com.au, is now in US hands. The deal has made headlines for months amid concerns that the removal of Wotif as an independent competitor would allow Expedia to increase commissions alongside Booking.com owned by US-based Priceline, which together hold up an estimated 85% of the market. But the ACCC knocked back the concerns, ruling that there has been “considerable change” in the competitive dynamics of OTA distribution in recent years including new entrants and metasearch sites such as TripAdvisor. The NZCC handed down a similar ruling after initially delaying its decision owing to “competitive concerns”. The deal came as no surprise from Wotif as the company’s shares took a dive this year and its annual profit fell by a sixth because of business lost to Expedia and Booking.com. Expedia, meanwhile, has been vocal about aspirations to further its grasp of the Asia Pacific and boost international revenues. The deal marks a notch in Expedia’s belt as the firm forges ahead with an aggressive expansion strategy to improve its bottom line. The company agreed to acquire European online car rental company Auto Escape Group back in June and signed a long term marketing partnership with Travelocity last year which now sees Expedia power Travelocity’s online search results. It remains to be seen what the flow on effects of the Expedia/Wotif tie up will be for the Australian industry, but TripAdvisor has put its foot in the door, revealing plans to expand its instant booking feature to the Australian and NZ market. This tool enables hotels to offer rates and availability on the site’s meta auction facility, allowing them to participate in price aggregation. Currently only available in the US, the tool is expected to hit Australian shores in the coming months.
Travel agents have a future. In fact, they have a stunning future – not only by enriching the lives of travellers, but also as a key contributor to the global economy. This was the message I shared with guests at the Second Global Congress of Presidents of Associations in my role as the WTAAA chair, and I firmly believe this is the case. Travel agents play a key role in connecting the global economy, and their contribution on an economic, social and environmental level is invaluable. Travel agents are also consistently undervalued and under-recognised by many in the travel value chain, as well as by governments and regulators across the globe. As chair of the WTAAA, I am working extremely hard to ensure that travel agents have a voice, are heard, and are taken seriously. Above all, it’s imperative that agents are recognised for their honest hardworking ethics and commitment – but we also face a number of challenges. This year, the world again saw an attack that increased the perceived risk of commercial aviation, and safety which was unquestioned for so long is now being challenged. Of course I am talking about the shooting down of MH17 which was very close to our hearts as we lost so many. I pay tribute to all the men, women and children of MH17, but the world will go on, and all will continue to travel and fly as we must. The travel industry continues to reach out in support of those who have been impacted, and this resilience shows that in the end, mankind prevails over evil. But the issues that we face within this industry are broad. For instance, digital disruption is upon us and the NDC has raised questions for many. While I can see that a change of this significance needs careful consideration, the simple fact is that technology adoption and innovation are key aspects to ensure travel agents have a future. The Global Congress of Presidents of Associations provided an ideal platform for discussion in this regard, and to exchange ideas, plans and strategies for the future. It also gave attendees an ideal opportunity to forge lasting relationships that can make a difference for the global industry – and hopefully our own home markets. Moving forward, I will endeavour to make a difference for the industry in my role as chair of the WTAAA. I am honoured to hold this position and to work for an organisation whose most basic value is one of integrity. It is an extremely valuable attribute and one I strongly believe agents hold close to their hearts. As we move into 2015, we will face new challenges, but I will continue to provide a single, robust voice for agents. While we may be many voices, we should have one message.
we ‘mayWhilebe many
voices, we should have one message
’
travelBulletin NOVEMBER/DECEMBER 2014
9
issues & trends
Tourism 2020 targets further from reach The tourism industry’s grasp on the lofty aspirations of Tourism Australia’s “2020 Industry Potential” is slipping, with new figures showing the sector is tracking behind the low-end target of $115 billion in overnight visitor expenditure by the end of the decade. Laid out with a fanfare former tourism minister Martin Ferguson and then Tourism Australia md Andrew McEvoy back in 2011, the targets were rolled out with the view of doubling overnight tourism expenditure to $140 billion, positioning tourism as a key contributor to the Australian economy. A lower goal of $115 billion was issued as a more conservative estimate. Marking a significant step up from the industry’s $70 billion in expenditure in 2011, there’s no disputing that the targets were ambitious. But new figures released by Tourism Research Australia show they are further from realisation, with current figures remaining “below the lower limit of the range”. While the industry is still in the ‘growth phase’ of the overall target, the State of the Industry 2014 report concluded that Australia needs to “continue to strive to reach the potential target of at least $115 billion by 2020”. The 28-page report revealed that the industry’s ‘potential’ for 2013/14 is up by 5% on last year’s figures to $83.4 billion, with the average annual rate of growth of overnight visitor spend at 3.6% per annum. The growth is promising for the overall sector, but the figures fall way short of the 6% growth required to achieve the $115 billion lower end of the target. It’s also a far cry from the 9.9% growth required to hit the higher target of $140 billion. “To reach this goal, the focus must remain on supply, ensuring
that investment projects continue to progress through the pipeline… Australia cannot rely on a unique experience tourism brand alone,” the report said. But while the targets may be slipping from reach, the industry is still in good shape, generating $102 billion in tourism expenditure and injecting 2.8% to Australia’s GDP in 2013/14. Ongoing growth in visitor spending from China, Singapore and New Zealand is leading the trend, with the majority of Asian markets also showing ongoing increases. Growth was also reported across all tourism sectors including international, domestic overnight and domestic day trips, while international visitor spend exceeded $30 billion for the first time. The report concluded that the outlook for tourism was “hopeful” as the global economy recovers, and predicted that the industry would “gather momentum” in 2015 as the Tourism 2020 plan moves into the next phase. State tourism bodies are doing their bit to hit the targets, and Tourism Australia has thrown its weight behind the initiative with campaigns that lure more leisure and business events travellers down under. And if TA’s latest announcements are anything to go by – including tie ups with Singapore Airlines, China Southern and Etihad – there’s certainly a lot going on to stimulate arrivals.
Air China turns 30 in Oz Air China celebrated 30 years of service in Australia last month, marking the occasion with an industry event in Sydney. Air China Australia and New Zealand general manager Jie Rui heralded the 30th anniversary celebrations as a significant milestone for the airline, adding that China was Australia’s most “valuable international inbound market”. “Air China is proud to be the preferred carrier of passengers travelling from Beijing to Australia [and] with … ongoing confidence in our service, the demand continues to grow,” Rui said. Air China recently added three routes to its line up including a five times weekly direct service between Sydney and Beijing, a three times weekly service between Sydney and Shanghai, and a service between Melbourne and Beijing via Shanghai operating four times per week.
10
travelBulletin NOVEMBER/DECEMBER 2014
issues & trends
WIN with
ATG confident of travel industry shake up Red Gum Resources is forging ahead with plans to relaunch as the Australian Travel Group (ATG) as the mining minnow turned multi-brand travel business insists it will become a “significant new force in the Australian travel sector”. The bold claim follows the release of the much anticipated prospectus for a $3 million capital raising, which will see the Perth-based metals explorer transform via the purchase of wholesaler Asia Escape Holidays, retailer Motive Travel and online player Holiday Planet – which is currently part of the Independent Travel Group. The unlikely shift to the travel sector comes as Red Gum’s share price hit rock bottom earlier this year, prompting the publicly listed mining company to turn its focus to travel as it looks to “regrow shareholder value”. The company’s annual report, released back in October, revealed the company’s total revenue for 2013/14 was just $4,296, offset by operating losses of $1.12m in office costs, expenses and remuneration. The company also wrote off over $4.5m in capitalised project costs and a further $226,000 in exploration expenses. Chairman Raymond Shaw openly admitted the firm needed to diversify to succeed, responding with plans to merge the three travel businesses and relist on the ASX after a capital raising in December. It’s a bold plan, and one that raises questions as to how a struggling mining company can create something out of nothing. But ATG is confident the plan will succeed, predicting its overall TTV will rise 16% this financial year to $100m. Outlined in the prospectus, the company is also expecting $48m in revenue and EBITDA earnings of $807,000 for the 2014/15 financial year. “Each acquisition entity will leverage off each other’s strengths to enable
the Group to become a new force in the Australian travel industry,” the prospectus promises. “The amalgamation of the entities will allow for a strong vertically integrated growth platform, expanded distribution channels and economies of scale.” Fine details are still sketchy at this stage, but ATG is touting the company’s potential for east coast expansion, as well as lifting purchasing power for each brand by being part of a larger group. ATG also claims it has a loyal customer base, “on-trend” product offerings and access to technology. Certainly, the firm is confident that expansion will take off and it hasn’t been shy in sharing its plan to target high margin leisure and package markets to improve the bottom line. It also plans to expand distribution channels, roll out IT advances and tap into new product lines such as cruise packages, specialty group tours and luxury holiday packages. ATG executive chairman Alan Dodson - also Holiday Planet managing director - admits the takeover is a complex transaction, but he’s certain the transformed company will make waves in the industry by merging three “very different types of businesses” under one name. It’s still early days, and the plan is yet to be approved by shareholders – though it’s expected to get the green light at the company’s Extraordinary General Meeting on 27 November. At this stage, 15 million shares are on offer at 20c each, with the float envisaged to be completed by 19 December. Certainly, ATG has a long road ahead if it’s to compete with other travel heavyweights, but at the very least it is encouraging for the whole industry that investors see potential in being part of the Australian outbound travel sector. travelBulletin NOVEMBER/DECEMBER 2014
11
Mantra and travelBulletin This month Mantra and travelBulletin are giving you the chance to win two nights at Mantra St Kilda Road. Just go to www.mghotels.com.au/ travelstkildaroad/ and tell us in 25 words or less why you want to win! Situated overlooking the treelined St Kilda boulevard and Albert Park, Mantra St Kilda Road is perfectly located in the heart of the St Kilda Road business precinct. Close to the popular shopping and restaurants of South Yarra and Chapel Street, and only a tram ride away from the CBD and nearby attractions, Mantra St Kilda Road is an excellent choice when seeking Melbourne accommodation.
air france
air france p13
issues & trends
NTA view Juliana Payne, CEO National Tourism Alliance
staffing issues demand industry attention Tourism is an extraordinarily diverse collection of businesses and interests, from small owner-operators to multinational corporations. Because of this, it is important that tourism finds common ground and a cohesive way to advocate its issues to government. We need to make sure we can demonstrate to policy makers the significance and value of tourism to Australia – and not just to the economy, but to society, culture and the natural environment as well. The National Tourism Alliance was created by the industry itself in 2001. The goal was to provide a forum where tourism, travel and hospitality associations can come together to advocate at a national level for policies that support tourism: either by reducing the cost of doing business, cutting red tape, or making it easier for more international visitors to come to Australia. At the moment, any tourism and hospitality business owner or HR manager will say that attracting and keeping the right employees in the industry is a challenge. We now know – from research done in the Australian Tourism Labour Force Report – that a perceived lack of career development ranked as the most significant contributor to employee turnover in the industry. Even though tourism and hospitality employ about one million Australians, it is forecast to have up to 56,000 vacancies next year, with the most shortages expected in the hospitality area. As a not for profit industry association, the NTA has embarked on a project to address this issue. We have established a long term, industry-led career promotion campaign to address the ‘perception’ issue that gets in the way of attracting and retaining staff in tourism and hospitality. To date, the industry (with an initial startup grant from the federal government) has invested over $600,000 in a suite of websites which are aimed at attracting employees to the industry by providing information on career paths and jobs to help keep people in the industry. ‘Discover Your Career’ was launched last year. The site, which promotes people and their great career stories, links to the mass of information on the other ‘Discover’ websites, as well as live job vacancies on Discover Jobs. It also fills the gap in knowledge about career pathways for tourism and hospitality, and helps address what might be negative perceptions by showing real people’s long term and successful careers in this vibrant and growing industry. The industry itself is now totally funding this campaign, and we are working with media partners on an annual campaign aimed at attracting and retaining the best possible people in tourism and hospitality. n www.discoveryourcareer.com.au n www.tourismalliance.org
Attracting and ‘keeping the right employees in the industry is a challenge
’
14
travelBulletin NOVEMBER/DECEMBER 2014
uncertainty remains for aus aviation: va Virgin Australia ceo John Borghetti has singled out over-capacity, the impact of the carbon tax and ongoing economic uncertainty as the key challenges for the Australian aviation sector as it looks to make its biggest loss in history this year. Making his annual address at the Virgin Australia AGM, Borghetti dubbed 2014 operating conditions as “extremely challenging” as consumer sentiment continued to slide and overcapacity hindered profitability. “It has certainly been a tough period for aviation in Australia,” he said, adding that the industry had experienced a “fundamental shift” in recent years. Borghetti’s comments come as Virgin this year posted an underlying loss of $211.7 million and offloaded a 35% stake in its Velocity frequent flyer program to even out its balance sheet. But Borghetti was quick to turn the focus to future opportunities for the airline by outlining the company’s strategic targets leading up to 2017. Targeting six key areas, the airline will focus on capitalising business opportunities, driving yield enhancement, rolling out a $1 billion cost reduction plan, and building its balance sheet. The airline also expects its new Business First suites will further its grasp in the lucrative corporate market. Borghetti was confident that 2015 would prove to be a more fruitful year, led by improvements from Tigerair Australia in which VA purchased the remaining 40% stake from Singapore Airlines for $1 back in October. Regardless of the outcome, Virgin certainly stands to benefit from priceless global exposure from the enhanced tie up with Tourism Australia, but for now, Borghetti maintains that the “continued uncertain economic environment and subdued consumer sentiment” makes it impossible to predict the company’s bottom line for the year ahead.
Oz welcomes Dreamlines Australia’s burgeoning cruise market has caught the interest of German-based global cruise portal Dreamlines which has acquired www.cruisecentre.com.au and www.cruiseaway.com.au from Fred Sparksman’s Cruise Marketing Group. Announced in late October, the move sees Dreamlines operate both Australian sites alongside its own local portal, www.dreamlines.com.au, in the process instantly lifting its market share in Australia’s online cruise sector. Purchased for an undisclosed sum, the tie up will see former Expedia operations executive Holger Munrich head up the operations in Queensland as the firm looks to achieve its vision of becoming the “global market leader in selling cruises online”. The deal adds another key player to the Australian landscape, and with it brings more options for Australians travellers. Dreamlines has clocked up an impressive portfolio within just two years of launching in 2012, expanding into seven markets outside of Germany and adding 250 staff to its books. The deal is also a boost of confidence for Australia’s cruise industry, with estimates that the sector will push one million annual travellers by 2016 currently on track. For his part, Sparksman will continue in the cruise sector but focus on the Worldwide Cruise Centres wholesale operation.
issues & trends
consumer protection concerns linger: hunter COMMUNIQUÉ FROM… KAREN CHRISTENSEN General Manager & Director Sales/Marketing, Australasia
EPIC KIMBERLEY EXPEDITIONS
AFTA ceo Jayson Westbury, Travellers Choice chair Trish Ridsdale, Travellers Choice CEO Christian Hunter and AFTA general manager accreditation Gary O’Riordan.
Concerns surrounding consumer protection were brought to the fore at the annual Travellers Choice Shareholders Conference last month, with insurance options singled out as an ongoing challenge for independent agencies. After announcing a record financial performance for the year which topped $1.62m, CEO Christian Hunter made a special mention of the transition to deregulation and spoke at length of the implementation of ATAS. Hunter was quick to commend the efforts of AFTA in rolling out a “comprehensive” scheme to support agencies, but he also acknowledged that consumer protection remains an unknown in the absence of the TCF. While deregulation has been in the pipeline for the best part of half a decade, Hunter said members had raised concerns about the ramifications for clients in the event of agent insolvency, with issues surrounding the reputation of the travel industry the main concern. “The simple reality is that at some point in the future there will be a collapse. It could be an agent, or a supplier, and as an industry we need to ensure that our collective reputations remain intact through the appropriate treatment of client funds,” he told a record crowd of 250 members in attendance. While AFTA has made some headway with the introduction of insurance products to protect agents and consumers in the event of insolvency, Hunter said current measures still fall short and are “expensive and confusing” for agencies. “Following the closure of the TCF, there is no specific consumer protection mechanism
in place… and while the range of optional insurance products has been welcomed, the reality has been that the process and premiums associated with these products have been restrictive,” he said. Speaking with travelBulletin at the conference on the Gold Coast, Hunter confirmed that he was in negotiations with insurers to find more suitable options, but admitted there was “some way to go” until an appropriate solution was likely to be finalised at a group level. “Part of the problem is that there is currently only one major provider in this space and they are effectively monopolising the market. Products will evolve and we will find a solution as more competition enters the market but we don’t know what it will look like and discussions are still ongoing at this stage,” he said. Issues surrounding staff retention and recruitment also received a mention, with Hunter describing them as one of the “biggest challenges and sources of frustration” for members. As the average age of Australian consultants creeps higher, Hunter highlighted the need to entice younger people into the industry and to “revitalise the perception of travel as a career”. AFTA ceo Jayson Westbury also took to the stand, claiming that the media had played a role in deterring younger Australians from taking up travel as a career option. “The media have created this ridiculous belief that you’ve [agents] all died. Clearly that’s not true, but it does underpin the problem around careers and trying to motivate people to consider travel as a career,” Westbury said. travelBulletin NOVEMBER/DECEMBER 2014
15
Largely inaccessible and protected by its very remoteness, the Kimberley offers jaw-dropping landscapes etched with ancient human history. Under endless blue skies, your clients will gaze upon thundering waterfalls and soaring cliffs. Silver Discoverer is the perfect platform for exploring these untamed landscapes with an expert team of guides and lecturers, 12 Zodiacs, a glass bottom boat and a swimming pool – ideal for this region’s hot climate. Departing from April to May 2015, 10-day all-inclusive Kimberley expeditions from au$10,950 per person, including a scenic flight over the Bungle Bungle range. For a copy of Silversea’s 2015 Kimberley brochure, visit tifs.com.au. For more information or to book call 1300 306 872 or visit silversea.com. Terms & Conditions apply.
issues & trends
Quest & Ascott strike $500m deal By Guy Dundas A half-a-billion dollar multi-faceted agreement struck between Quest Serviced Apartments and Singapore’s The Ascott Limited has paved the way for Victoriabased Quest to bed down its local operation and explore opportunities beyond current operations in Australia, New Zealand and Fiji. Some five months in the works, the strategic alliance was signed in late October and comes after Quest engaged Goldman Sachs late last year to identify potential business partners “to support our growth aspirations and accelerate our growth from a property perspective”, Quest Serviced Apartments CEO Zed Sanjana said. The five-year deal will see The Ascott Limited invest heavily in the expansion of Quest Serviced Apartments into previously underserved markets domestically, kicking off the partnership by acquiring three established properties in NSW at Mascot, Sydney Olympic Pack and Campbelltown. The Ascott Limited operates 200 properties in 86 locations across 24 countries under three brands – Ascott The Residence, Somerset Serviced Residence and Citadines Apart’hotel. Locally, the Singaporean company operates three Somerset and two Citadines properties in Melbourne, Hobart and Perth. Sunjana said The Ascott had an appetite to expand its presence from a property ownership perspective, adding that in Quest, the company had seen an “opportunity to be able to deepen the business in Australia”. He also stressed that Quest’s roots were still firmly seated in Victoria – where close to 60 of the group’s 114 properties are located – and flagged further expansion plans within Australia. “We’ve always been a business that
We’ve always been a ‘business that services
customer demand, and that demand exists in NSW, QLD and WA...
Zed Sanjana, CEO Quest Serviced Apartments
services customer demand that is out there, and that demand exists in New South Wales, Queensland and Western Australia where we are relatively under-represented,” he said. “We certainly think we’ve got the opportunity to expand our network to over 200 in Australia which will take our total portfolio in Australia and New Zealand to about 250.” Sanjana said the agreement was “transformational” for Quest, noting that the partnership would put the company on the map and provide an opportunity to “finish the story in Australia, which is not quite there yet”. “This probably allows us to finish that story a bit quicker and accelerate our growth,” he said. Quest has 16 properties under development in Australia that are earmarked to open in the next 18-24 months. However, the new investment from The Ascott goes beyond current developments, extending to “true growth”. “It certainly allows us to bring forward some opportunities [such as] Sydney where
’
we don’t have a lot of representation. This funding will help us change that pretty quickly,” the CEO of 18-months said. Speaking with travelBulletin, Sanjana said both parties would collaborate on marketing and sales efforts, and synergise customer initiatives across the four brands. But de-branding any of Quest’s properties in Australia to The Ascott, Somerset or Citadines was unlikely, he added. “It would probably go the other way, if at all, but at the moment it is not really a priority,” he said. Through the partnership, The Ascott will develop a franchising presence and tap into Quest’s 25-year track record and “know-how” of the franchising model, while The Ascott will provide Quest with a platform to expand further offshore once its Australia portfolio is complete in the next “five to 10 years”, according to Sanjana. As to what new foreign markets Quest Serviced Apartments would expand first, southeast Asia is likely to be a front runner.
travel management
By Oliver Tams
T
ravel Management Companies (TMCs) have long held a place in the corporate world to decipher the complex travel landscape. Corporations have traditionally struggled to understand the language – the fare structures, the nuances of higher intermediate points or why they couldn’t fly business class – and they were happy to pay for a dedicated corporate consultant to oversee corporate travel. But the times are changing and if TMCs want to remain relevant in today’s landscape, they need to understand the current landscape of travel technology. The daytime business traveller has turned into the night time Googler, but they have also caught onto the ease of finalising transactions and fulfilling travel requirements. For decades, corporations have looked to TMCs for guidance on booking technology, reporting, and duty of care, but anyone who has made an online booking in recent years (about two billion people) knows that the gap between the self-aware and naïve corporate traveller is narrowing. And with the rise of countless third party solutions that can report and analyse travel
without human intervention, the surge of new online players is casting doubt on the relevance of many TMCs. Throw in concerns surrounding new work health and safety laws that TMCs once owned, and reliance which was once deemed sacrosanct is now being attacked from all sides. Corporations are now asking questions about the prospects of owning and controlling their own travel technology in much the same way they control their own procurement or finance technology. They’re also questioning the cost of transaction, service and reporting fees when travellers can now do the majority of travel bookings themselves – ultimately leaving TMCs exposed or struggling to show value. Control is handed back to the corporation, which is exacerbated by many of the online players who are approaching corporations with solutions that are housed within a corporation’s own technology platform. This perfect storm of questions surrounding relevance, cost and third party solutions is wrapped up in a growing self confidence from business travellers who are looking to reclaim control of their travel decisions. It also has TMCs re-evaluating their value proposition and looking for new revenue models.
While TMCs generally don’t have the IT skills or large amounts of money for technology development, they do have relationships. But those relationships need to evolve into more than just supplier and client transactions. The only way to push back on technology is to accept it and become an enabler while providing trust and transparency through guidance, training, advice and support that no online technology can provide. TMCs need to upscale their staff for interpersonal relationships beyond simply answering the phones and providing travel itineraries for their clients. If you let reliance on technology overtake the reliance on people, Google will provide the knowledge, Facebook will control your travel policy, Apple mobile will book the travel and everybody loses. Your choice.
Oliver Tams has over thirty years of travel industry experience in various sales, management and corporate roles. He is also an avid blogger and industry spokesperson, and is currently director of strategic partnerships at Think Procurement.
travelBulletin NOVEMBER/DECEMBER 2014
17
cover story
Home based agents the end of bricks and mortar?
By Louise Wallace
L
ove it or loathe it, the internet has rattled the travel industry. Bricks and mortar agencies which were king for decades are feeling the pinch of online booking portals, and agents are reconsidering their options as consumer trends change. Home-based agencies are one of the key beneficiaries, and as more agency owners and consultants join their ranks to shake overheads and rising costs, remote agencies are smashing the paradigm of traditional shopfront outlets.
Who’s who The home-based model is a relative newcomer to Australia compared to the likes of the UK and the US which have had their foot in the door for several decades, but we’re catching on fast and home-based groups are now eyeing off the competition as more players enter the market. It’s good news for consultants, bringing with it more options and attractive lifestyle propositions. But finding the right fit can be a challenge for agents who are considering making the switch. Two players currently dominate the Australian playing field; Mobile Travel Agents (MTA) and TravelManagers, each believed to 18
travelBulletin NOVEMBER/DECEMBER 2014
have several hundred agents on their books. Travel Counsellors is probably in third place with 120 Aussie consultants, but there are some other groups that are on their heels. Independent group itravel started by Steve Labroski now has more than 50 agents; Jeff Hakim’s Travel Partners is also in the mix while newcomer Cruise Holidays and its home-based offshoot Your Travel Centre is predicting “solid” growth since launching locally in January last year. Like any travel business, bigger doesn’t necessarily mean better – but there are fundamental differences between networks that affect what agents put in their back pocket. The most obvious is the commission split. Headline figures start at the 90/10 offered by Travel Partners, itravel and TravelManagers. Cruise Holidays isn’t far behind with an 80/20 offer, followed by 70/30 from MTA and a commission split of 60/40 offered by Travel Counsellors. But there’s much more to it than just these numbers, and some would say you get what you pay for, with franchisors providing varying levels of service to their members. Joining and administration fees also need to be taken into account. For instance, joining fees come as high as $5000 for Cruise Holidays and Your Travel
Centre - which cover industry training and equipment costs. Others such as Travel Partners and itravel have no up front costs, leaving it up to agents to cover the basics on their own. Ongoing fees also vary across the board, with some such as MTA believed to waive fees for outstanding performance and others charging monthly fees of up to $350 (see comparison chart over page). It’s also worth noting that some agencies such as MTA, Cruise Holidays and Travel Counsellors cover professional indemnity insurance while others such as TravelManagers, Travel Partners and itravel request that agents provide their own insurance.
The big players Like any job hunt, the earning potential is only part of the parcel. Certainly, working for a large company comes with benefits such as round the clock IT support, business coaching and more buying power from suppliers, but even the major players have their points of difference. For instance, Travel Counsellors is very selective over who joins the ranks, only recruiting full timers who are “aligned” with the company’s profile. Unlike some of its competitors, Travel Counsellors operate as a franchise rather than signing up to a
cover story
fixed term contract, allowing them to build a business that can be sold as a tangible asset down the track. The company also provides all e-marketing and invoicing, supplies oneon-one business coaching and provides all equipment so agents can focus on forging “stronger relationships with clients”. The company also finalises all of the back office work, so while the 60/40 commission split may seem less lucrative on paper, it pays for the hassle of paperwork and planning. In contrast to some players, the group touts its independence from preferred suppliers as a unique selling point. Unlike other home-based networks, the company – which follows in the footsteps of its UK-based head office – operates more like a wholesaler and encourages agents to deal directly with suppliers. Consultants can also control the margins they charge clients and add service charges when they feel it’s appropriate. “We don’t believe in preferred selling, we believe in selling the right thing to customers,” Travel Counsellors general manager Tracy Parkinson told travelBulletin. “Our system cuts out the middle man, allowing consultants to make higher margins while delivering competitive rates to customers.” TravelManagers, meanwhile, is less selective of who comes on board, and
also caters for part timers – provided that consultants commit to a minimum of $130,000 in annual sales. Much like Travel Counsellors, the company offers round the clock IT support, business coaching and ongoing training, but agents are given more choice when it comes to the bottom line, with the option of choosing a lower commission split with reduced administration fees. There is a strong focus on selling preferreds and meeting “productivity requirements,” while achievements are recognised with exclusive TravelManagers famils and an annual awards dinner. Consultants have the added benefit of offering consumer protection via TravelManagers’ audited client trust account, but chairman Barry Mayo flagged the group’s “unique community and culture” as its point of difference: “At TravelManagers you work for yourself, not by yourself, and supporting each other is something we are very proud of.” Topping off the list of major players in Australia, MTA has been in the game longer than its competitors and refined its offering over the past two decades. Much like the other heavyweights, it provides comprehensive IT support, training and in-house ticketing, but it also has an extensive head office and support team which accounts for the 70/30 commission split. travelBulletin was unable to pin down the owners to discuss the finer details of the company, but the MTA website says the group provides regular e-marketing and a personalised 1300 number for client support. Agents take charge of their own database, while a benefit believed to be unique to MTA is that someone else will manage your clients if you want to take a break from the daily grind. There are also no KPIs and no pressure to sell preferreds, giving agents more freedom to call the shots.
The up & comers Larger companies tick all the right boxes for agents who want tech support or a leg up in the marketing department, but smaller groups may be a better fit for consultants who value independence and flexibility. itravel, for instance, is ideally suited to experienced agents with an existing database who want to be left to their own devices. The level of support is not as extensive as the bigger players, but that’s offset by no joining costs and modest ongoing fees. As itravel director Steve Labroski puts it, “our consultants do whatever they want and we don’t get in the way of their business plans”. Agents are left to issue tickets, organise eNett payments, hit their own targets and manage their database, while itravel provides
them with a “strong brand and credible name”. Agents still receive monthly faceto-face training, workshops and supplier interactions, but the business direction is left entirely in the hands of the consultant. Interestingly, the group does not advertise for new consultants, instead setting its sights on organic growth. “We don’t want mass, it’s not who we are. We are all about providing personal service and flexibility for our agents so they can have the freedom to see how far they can push their business,” Labroski told travelBulletin. The strategy is a far cry from the approach of Cruise Holidays and Your Travel Centre which are targeting rookie agents to expand their network. Owned by parent company Cruise Holidays – which consists of home based, affiliates and fully branded stores – Your Travel Centre is new to the scene, launching in August this year. Cruise Holidays isn’t far behind, launching in Australia in January last year – but both brands have the added benefit of leveraging off the success of the affiliated Cruise Holidays in the US which
Our consultants do ‘whatever they want and
we don’t get in the way of their business plans
’
Steve Labroski, itravel director
has dominated the playing field in North America for more than 30 years. Marking a somewhat controversial move in Australia, both groups have a strong focus on complete novices with “little or no” industry experience. It does come at a cost, with all new entrants required to pay a $5000 joining fee which pays for a Certificate III in travel which is completed online over 12 months. Experienced agents can come on board for a $695 joining fee which excludes the Cert III, and anyone with two years of experience can “walk straight in the door”. For cruise buffs, Cruise Holidays has the added benefit of allowing agents to specialise in their field, but independence is the stand out feature for both networks, with agents able to promote their own brand rather than having to operate under the name of the parent company. Agents also receive a standalone website that is updated on their behalf, all the e-marketing is done for them, and they receive ongoing support from BDMs – with all support driven towards promoting Continues over page travelBulletin NOVEMBER/DECEMBER 2014
19
cover story the agent’s individual brand. “Our focus is providing a gateway for people to enter the industry and giving them the freedom to build their own business with our support,” managing director Les Farrar told travelBulletin. Meanwhile, Travel Partners has its sights on the other end of the spectrum, targeting “entrepreneurial” agents who want to work full time and have a target turnover of at least $1m per year. The group – which is made up of remote agents and affiliate companies – also has more focus on SME accounts and corporates which are more
home-
MTA
“lucrative” than leisure travel. All agents benefit from preferred deals and advanced IT systems, but sales targets are front of mind for the group and only experienced agents who are driven by sales are taken on board.
Making the call The home-based model has come a long way in recent years and as well as the options canvassed here new agency groups such as Savenio are also throwing their hat in the ring to attract top consultants as demand continues to rise. It’s a positive for the industry, with new competition
TravelManagers
Travel Counsellors
bringing with it more options, more lucrative commission splits and more flexibility. But at the end of the day, there is no ‘one size fits all’ approach and it all comes down to preference. Home-based networks are the first to admit that remote consulting isn’t for everyone, but they’re also adamant that it’s a more rewarding career path that allows consultants to focus on selling without the pressures of a traditional agency. Obviously it comes down to the individual consultant but before you make the call, take a moment to find the right fit.
Travel Partners
itravel
based Commission split
70/30
Two models on offer. Either 90/10 or 80/20 with monthly admin fees of $350 and $150 respectively
60/40, but agents control margins
90/10
90/10
Cruise Holidays / Your Travel Centre 80/20
Number of agents
Approximately 370 agents
450 plus consultants
1300 globally, 120 Australia-wide
50 remote agents
56 mobile agents
28 consultants across both brands
Requirements to join
Agents are assessed on their fit to the company culture.
Minimum 3 years’ travel consulting experience with accompanying business references.
Only full time consultants considered, and all agents must “match” the company profile.
Must be full time and have a target turnover of $1m. Must have a minimum 5 years’ experience.
Minimum 3 years’ experience and a personal assessment. Agents must also have a database and present a business case.
No requirements to join but industry newcomers must pay $5000 to join which pays for Certificate III training in travel.
Contractual Terms
Consultants sign a 12 month contract and can continue on a month by month basis afterwards. All consultants operate under the MTA brand.
Agents are contracted as a business partner for a minimum of 2 years and operate under the TravelManagers brand.
Agents operate their own Agents operate under the franchise, operating under Travel Partners brand. the Travel Counsellors brand.
Agents work under the itravel brand.
Employed as a contractor with an initial 12 month contract. Agents promote their own brand rather than working under the host agency’s name.
Consultants are backed by a 24/7 head office airline ticketing and support team, and staff will manage agents’ accounts when they go on leave. Marketing support is also provided, including e-newsletters and in-house marketing support.
Full 24/7 online access to finance and ticketing in addition to support from fare experts plus operations and marketing teams. Also access to a supplier relations team and 24/7 emergency IT support.
Travel Counsellors takes care of all marketing and IT, and all equipment is supplied. All supplier payments are taken care of and business development services are also provided.
Agents complete one-on-one business coaching including budgeting, marketing and business support. IT support is also offered.
Business support provided.
Ongoing support provided with marketing, accounting and IT.
Preferred supplier agreements
Yes, deals have been secured with airlines, wholesalers and DMCs.
Extensive partner supplier agreements available, but choice of product is up to individual.
Agents are encouraged to build their own packages much like a wholesaler.
All agents are bound by “loose” preferred supplier agreements.
Agents encouraged to work closely with suppliers.
Yes, Magellan member which covers all preferreds.
Operating since
Since 1991
Since 2005
Internationally 20 years, in Australia 7 years
3 years
Home based network operating since 2008
Cruise Holidays launched January 2013, Your Travel Centre launched August 2014.
Joining fee
$495 plus GST
$790 plus GST
$650 joining fee which includes all equipment, induction and ongoing training.
No cost
No cost
$5000 for new entrants and $695 for experienced agents who don’t require extensive training.
Ongoing costs
No costs for agents who sell at least $50,000 in gross commission in 12 months. Below that, fees cost $150 per month plus GST. MTA covers PI and PL insurance.
Monthly admin fee of either $350 or $150 per month depending on whether agents choose a 90/10 or 80/20 split. All agents must hold professional indemnity insurance.
$92 monthly fee which includes PI insurance and PL insurance.
$350 per month plus GST. Agents must also pay for professional indemnity insurance which costs around $300 per year.
$149 monthly fee plus $250 per annum professional indemnity cover.
$200 monthly fee, which includes professional indemnity insurance.
Part Time Option
Yes
Yes, if able to commit to generating minimum sales of $130,000 per annum.
No
No
No
Yes
Famils and Incentives
Yes
Yes, annual conference and gala event. Exclusive famils also offered.
Yes, offer exclusive famils and annual conference.
Annual conference provided for a subsidised fee and supplier famils offered.
Agents encouraged to attend supplier famils but cover own costs.
Agents encouraged to attend supplier famils but must cover own costs.
Support offered
20
travelBulletin NOVEMBER/DECEMBER 2014
Premium Economy Class. A new travel experience that offers More. The new Premium Economy Class on Lufthansa will offer your customers a brand new travel experience on longhaul intercontinental flights. Whether they travel for business or pleasure, they will enjoy more personal space, more service and more extras. So they’ll be able to enjoy a thoroughly relaxing journey – both on the ground and on board. You can book Premium Economy Class now on the first service on our Hong Kong route from December this year. With Premium Economy services in conjunction with quality partners Qantas, Cathay Pacific and others, this is the start of a new class of comfort that will be offered globally by 2015. More at lufthansa.com/au/en/premium-economy-class
Introductory fare to Europe: from
$2299 plus taxes & charges
lufthansa.com
LOOK OUT FOR YOUR FREE
BUSINESS CLASS GUIDE IN THIS ISSUE ass l C s s e Busin 015 Guide 2
:23:33 14 10
AM
19/11/20
s class
Busines
dd 1
guide.in
brought to you by
&
ONLY $50 A YEAR Sa d m tha on t th you Li t for h ke ra y av ke us vel our e to ep on Bu ne w up Fa lle xt ait -t ce tin iss an o- b ? u ot e h da oo of er te k t . o
*
SUBSCRIBE TO
travelBulletin provides the latest comprehensive industry coverage for only $50 a year even less if you’re an agent.
Subscribe online at travelbulletin.com.au
technology
Sabre Pacific paints the town Red Sabre Pacific’s new CEO Jeremy van de Klundert has had a low profile since taking over the operation about five months ago, but there’s been a lot going on behind the scenes. His experience is ideal for the job – his career has included time with Travelport, Flight Centre and International SOS – and has given him a keen insight into what agents want from their GDS. The company’s Singapore-based parent company Abacus hosted around 500 key industry partners at its recent International Conference 2014 in Abu Dhabi, and ceo Robert Bailey told travelBulletin how important the Australian and New Zealand markets are to the company. Australia/NZ comprises around 45 million international flight segments annually, ahead of both Korea and India at 42 million each and Japan with 37 million.
We want to work with ‘agents to make their
businesses profitable… we want them to be with us for the future
’
Jeremy van de Klundert, CEO Sabre Pacific
At the conference Bailey unveiled a range of initiatives for Abacus’ 31 markets across the region, which as well as Australia/NZ encompasses destinations as diverse as Bangladesh and even Kazakhstan. A major move by Abacus is the adoption of the Sabre Red Workspace technology, which has in turn enabled a range of enhancements to be quickly rolled out. Sabre Red is already available in the local market, and van de Klundert said the company’s vision is to “paint the town red” by highlighting the enhancements and options which make the GDS easier to use. Sabre Red Apps plug into the workspace to provide an extensible toolkit for travel agents, with a variety of apps available such as SeatGuru aircraft seat maps right through to the booking of Uber transfers. “We want to work with agents to make their
Robert Bailey, Abacus president and ceo with Jeremy van de Klundert, Sabre Pacific managing director.
businesses profitable… we want them to be with us for the future,” he told travelBulletin. Since taking over he has spent time listening to customers and “realigned” the 150-strong Sabre Pacific team, with initiatives including extending the support for Sabre Agency Manager from 8am New Zealand time right through to 5pm in Perth. Key themes for Sabre Pacific include mobile platforms, the automation of systems to help enhance agents’ relationships with their clients, and “travel intelligence” – making the most of the plethora of data produced by the GDS which van de Klundert says is currently under-utilised. Sabre Pacific is currently evaluating the new products from Abacus with a view of adopting them in the local market. The options include Abacus ContentPlus, a new system aggregating low-cost carrier, hotel, car, insurance and ground products into a single point of sale. ContentPlus offers “super-PNR integration” meaning that bookings made can be tracked via agency back office systems, and current partners include Indonesian bedbank MG Group which
combines wholesale net rates from up to 25 accommodation aggregators. Low cost carrier options are provided via a partnership with UK-based Travelfusion, while destination sightseeing products are available in the system via the City Discovery portfolio and a comprehensive range of car hire options is offered through CarTrawler. Another addition to the range is Abacus TravelPlus, a web-based system for wholesalers which is understood to have already attracted attention from some Australian operators. TravelPlus allows users to manage sub-agents, package up product and even create e-Flyers. Abacus is making it easy for agents to have their own branded mobile app via the new Abacus MobileConnect offering to enable clients to make bookings, manage flight alerts and even receive destination weather and event information. Abacus also launched a new virtual payment solution with UK-based Conferma, giving TMCs and corporate agencies access to a secure virtual payment solution fully integrated within the Abacus workspace. travelBulletin NOVEMBER/DECEMBER 2014
23
technology
Technology key for Flight Centre Flight Centre managing director Graham Turner was the keynote speaker at last month’s Traveltech conference in Sydney, and gave a wide-ranging overview of the business which is definitely all about retail. “We don’t consider ourselves a technology company… but using technology to become more productive is a key factor,” he said. Turner admitted to being a long-time “web-skeptic” and although the internet now features in the company’s business mix the overall strategy is heavily focused on selling - via whatever channels are available. Much of Flight Centre’s growth in recent years has been predicated on the rollout of bricks and mortar stores, and while the pace of growth in the main “red” Flight Centre brand is slowing, the company is still seeing considerable opportunities from its wide range of niche brands in areas such as cruising, adventure, luxury and premium leisure – as well as a significant contribution from its fast-growing global corporate travel operations. Turner gave an insight into the company’s performance this year which has seen five to six months of difficult trading in the Australian leisure market. The overall strategy remains unchanged;
Traveltech’s Martin Kelly with Flight Centre md Graham Turner.
to continue evolving into a “world class retailer” with a strong focus on creating and marketing its own products rather than simply being a middleman.
ota searches soar Website visits by Australian consumers to airline sites dropped significantly during September, while prospective travellers appear to be favouring OTAs and meta-search sites instead, according to Experian Hitwise traffic figures revealed at the Traveltech conference in Sydney last month. Experian insights delivery manager Michael Daley’s presentation showed that visits to Qantas.com fell 4%, Jetstar.com dropped 7% while the Virgin Australia and Emirates websites saw their visit figures decline by more than 13% each. In contrast, metasearch site Skyscanner doubled traffic during the month, while visits to Expedia.com.au grew 9% and Flightcentre.com.au was up 8%. Interestingly, Helloworld.com.au didn’t even rate in the topline comparisons. Another intriguing revelation was the “whirlwind of referrals”. Despite OTAs, airlines and accommodation providers
spending heavily on marketing via Google, Facebook and other online channels, as much of 20% of traffic came from other travel sites indicating that prospective passengers are well advanced in the consideration process when doing searches and know where to go to get price comparisons. Google was the key driver of traffic, accounting for 40% of referrals – ten times that of all social media combined at 4%. Email direct marketing accounted for 2% of the measured traffic, Daley said.
New Australian office for Amadeus
eNett revenue surges Travelport’s Australian-born payment processing offshoot eNett is seeing particularly strong growth at present, with the company’s third quarter results revealing a 45% increase in eNett revenue compared to the previous year. Travelport owns 73% of eNett which continues to evolve its offering to simplify the way that travel agencies pay travel providers. Much of the growth is via eNett’s Virtual Account Number (VAN) capabilities – uniquely generated MasterCard numbers which address the issues of risk, simplify reconciliation and create a range of other efficiencies for both suppliers and travel agents. Flight Centre was cited as a “significant new VAN customer signing” during the quarter, while the period also saw eNett enter into a major agreement with Cornerstone Information Services which will facilitate “a partnership to develop an innovative direct hotel billing payment solution for travel management companies”.
It’s been a busy few weeks for the Amadeus team in Sydney, which has relocated its regional headquarters to 180 Thomas Street, Haymarket. The new “activity based” working environment means that nobody has their own office or a permanent desk. “It’s a big change, but a good one,” said Amadeus IT Pacific md Tony Carter. “We want to encourage more agile and collaborative working and of course, creative thinking.” The landmark relocation will also help accommodate the growth in the Amadeus team which has surged sevenfold to more than 350 people since 2001. “What started primarily as a travel agency support team has expanded into a dedicated workforce of hotel, corporate, marketing and airline experts with over 100 local developers,” Carter said.
travelBulletin NOVEMBER/DECEMBER 2014
25
technology
Serko ramps up hotel network Serko CEO Darrin Grafton is one step closer to achieving his vision of providing a “one stop shop” for Travel Management Companies (TMCs) after last month partnering with Expedia Affiliate Network (EAN) to expand the company’s position in the hotel space. Marking a landmark deal for the company, Serko rubber stamped a deal with EAN to tap into the booming low-cost hotel market. Going one step further than Serko’s existing agreements with hotel aggregators AOT and the Lido Group, the tie up adds more than 120,000 properties to Serko’s inventory. But more importantly, it dramatically expands Serko Online’s low-cost hotel inventory and allows TMCs to integrate cheaper properties into corporate bookings. Speaking with travelBulletin, Grafton explained that Online Booking Tools (OBTs) such as Serko Online experienced around 36% of “leakage” – a term used to describe bookings which are secured outside of OBTs because clients prefer to book low-cost products that are not available in the inventory. Often, he explained, TMCs book flights and rental cars via OBTs, but secure hotel deals via sites such as Expedia to secure better prices for their clients. But with Expedia now on Serko’s books, Grafton said leakage to hotel aggregators was likely to decrease as more content outside of the GDS was integrated to the company’s online booking platform.
by Travel Agents for Travel Agents
Leading technology designed for Australian travel agents... Proven, versatile, cloud accessible, mature, open technology and much more
We hope to have all hotel ‘providers within the Asia Pacific
region connected to our platform in the next 6-12 months
Darrin Grafton, CEO Serko
“We were seeing a substantial amount of leakage to Expedia and other hotel providers, so we saw a need to provide a program and a framework that enables us to connect to that content,” he said. Grafton said expanding the hotel network was a “logical step” after the company built low-cost airlines into its program several years ago, adding that Expedia was the first company to “put its hand up” and move the plan forward. But Expedia is only the beginning, he said, adding that similar deals with Wotif and Booking.com are currently in the pipeline, while Flight Centre’s QuickBeds is likely to join the ranks in the coming months. “The next step for us is to open the platform up to all hotel providers. We’ve got the connection but now we want to build on the framework and we hope to have all hotel providers within the Asia Pacific region connected to our platform in the next 6-12 months,” he said. Moving forward, Grafton also pointed to further growth plans with the goal of providing a single platform for all travel channels with seamless booking functionality. “I don’t believe anyone wants to book via six sources on direct sites and then manage changes, and our ideal scenario is to provide one application that manages all of it,” he said. He flagged taxi bookings and car transfers as ideal opportunities for Serko Online, noting that both components were currently lost to leakage. Leisure products such as dinner reservations and event tickets were other likely additions, particularly as more corporations open leisure spend on their corporate programs. Grafton also reiterated the importance of travel agents in the booking process, and said boosting the capabilities of OBTs will ultimately support consultants and help to combat the effects of direct bookings. “Supporting travel agents and keeping content in the OBT enables them to focus on providing their service to customers. We are focused on enabling travel agents to use it so they can add their benefits and provide a holistic view of the travel industry,” Grafton concluded.
26
Check it out, email chris@tramada.com | www.tramada.com
’
travelBulletin NOVEMBER/DECEMBER 2014
WorksBetter
Do you see what I see? amadeus p27
If you are not on Amadeus you may not have the full view. Amadeus agents and 120+ Altéa® airlines work in a shared PNR so you both have the full view of the traveller’s end-to-end journey. Not only do you see airline changes immediately, the airline can re-accommodate a missed connection before your customer has even landed. That’s great service and duty of care at its best. That’s Amadeus. Check in to www.amadeus.com/worksbetter and enjoy the ride.
You can follow us on:
Amadeus IT Pacific amadeus.com
cruise report
Cruising soars to cosmic heights
Quantum of the Seas
By Matt Lennon
b
Acked by the harmonious tones of songbird and godmother Kristen Chenoweth, Royal Caribbean International brought its much-hyped “future of cruising” into the present this month, formally christening the first member of its new Quantum-Class family of ships, appropriately titled Quantum of the Seas. For the team at Royal Caribbean Cruise Lines, seeing the ship go into scheduled regular passenger service from its inaugural home at Cape Liberty Cruise Port marks the culmination of many years’ work which, like all major projects, began as a blank piece of paper. From the outside, 16 decks and 2090 staterooms make the ship the third-largest cruise ship in the world - but when it comes to this vessel it’s not about the size. Royal Caribbean has staked its reputation on its newest creation, and the end result represents a beacon of engineering and technological innovation. “What sets Royal Caribbean apart is the ability to dream up and then build ships to create experiences that people would never expect to find in the middle of the ocean. Quantum of the Seas demonstrates this beautifully, with so many ‘firsts’ that are revolutionising the cruising industry,” Royal Caribbean regional director Asia-Pacific Sean Treacy told travelBulletin. Few secrets have been kept about what the cruising public can expect to find onboard. At first glance, it is difficult to elevate any one feature above others, but the giant London-Eye style capsule known as The North Star is hard to miss from the outside. Onboard ‘firsts’ claimed by Royal Caribbean include an indoor skydiving simulator known as Ripcord by iFly, dodgem cars and circus 28
travelBulletin NOVEMBER/DECEMBER 2014
equipment complete with a trapeze. Throw in the more conventional activities such a surfing simulator and rock-climbing wall, and it is clear that Royal Caribbean is breaking from the pack and paving the way for the future of the sector. While statistics show that younger travellers are now discovering the appeal of cruising, perceptions persist that floating holidays are an activity dominated by the older ‘empty-nesters’. While the features and activities mentioned above are arguably tailored to the younger crowd, Royal Caribbean understands that it can’t be all things to all people – and this is clearly reflected in the offering onboard Quantum of the Seas. Regardless of how old you are, quality food and entertainment are paramount to an enjoyable cruise, and the innovations continue into the dining room. In fact, there are five dining rooms, each included in the fare and each offering different cuisines. A further 13 specialty outlets take the smorgasbord of dining options to 18. Another new concept which makes its debut on The Quantum of the Seas table is Dynamic Dining, which allows guests to dine when they want, and with whoever they want – a feature that will soon be rolled out to other ships in the Royal fleet. The option has seen Royal Caribbean attract household names in the global epicurean industry such as Jamie Oliver, Michael Schwartz and Devin Alexander, who have each contributed to the culinary offerings with their own brands and styles. In addition, robot bartenders mixing up drinks must be seen to be believed. Onboard entertainment has also received a revamp with a “transformational” new venue, Two70, offering digital amusement in the form
of Vistarama and Roboscreens which interact with live performers and music. Broadway shows are also available, with the world renowned ‘Mamma Mia!’ musical making its much-anticipated debut at sea. Technology follows you back to your room with Royal Caribbean taking Virtual Balconies to the next level. While not an entirely new concept, the idea sees the furthest wall of inside cabins converted into a giant LED screen which projects a live feed from cameras positioned in various parts of the ship, giving the impression of a balcony cabin mind you, minus the accessibility, private deck chairs and fresh sea air. Australians, who are the world’s fastest growing cruise demographic in terms of market penetration, have been quick to jump at RCI’s revolutionary offerings, with forward bookings far exceeding expectations. “Several thousand Aussies have already booked their holiday on the ship,” Treacy says. “Similarly, we’ve also had enquiries for the next Quantum-class ship off the rank, Anthem of the Seas, which launches next year (cruising from Southampton for its first season). We have some very loyal and enthusiastic fans, and there have been enquires already about the newest Ovation of the Seas, which launches in 2016.” Quantum of the Seas is a crowning achievement and throws open the door to the next generation of innovation in the travel and tourism industry. The mega-liner has now begun its maiden season sailing round-trip cruises from New York and New Jersey to the Caribbean before taking on its next challenge. In May, the futuristic vessel will head east via Europe and end up in Shanghai where it hopes to make a splash in the booming Chinese and Asian markets that await with bated breath and open wallets.
cruise report
CLIA VIEW Brett Jardine, general manager CLIA Australasia
training as a selling tool Scenic Tsar
Cruise lines divided on Russia departures Russia has been the subject of hot debate in recent weeks as political instability prompted some cruise operators to pull their hat out of the ring, and others to stake their claim in the popular river cruising destination. APT and Travelmarvel last month announced they would no longer operate river cruise departures in Russia owing to “ongoing political instability in the region”. Originally set to debut its new vessel MS Anastasia in May, APT postponed ship construction and advised guests to contact their travel agent to find “suitable alternatives”. The company joins a growing list of cruise operators that have cancelled or amended Russian sailings due to the Ukraine conflict, including APT partner AmaWaterways and Silversea which made a series of schedule changes earlier this year. But the unrest has not stirred others including Uniworld, Viking River Cruises and Scenic Tours which are continuing to operate as usual, though some have scaled back operations in the region. Viking has cancelled its Ukraine voyages for the remainder of the year, but Russian sailings for 2014 are still proving popular, with most sailings sold out on its five vessels operating there. Scenic Tours, meanwhile, has consolidated some of its 2015 departures due to a slump in demand, but will continue to operate cruises in May and June next year. Russia remains an unknown for the industry as operators keep a close eye on the political landscape, but it’s business as usual for some, and Aussies can continue to cruise Russia’s waterways into 2015. That is, at least for now.
CRUISE headlines october 2014 02 Carnival discounts numbered 02 Darwin to welcome CDU 07 New awards for CLIA 07 Carnival Corp fuel savings 09 Melbourne season dawns 09 Sherry calls for investment 14 CLIA boosts online training
14 Long road ahead for Geelong 16 RCI covers air on open-jaw 16 Carnival to build in China 21 Dreamlines debuts in Oz 21 White Bay connection calls 23 Voyager work underway 28 Green light at Wave Break
Get all the cruise news as it happens for free by signing up online at www.cruiseweekly.com.au/subscribe
One of our major focuses at CLIA is training. Travel consultants who are serious about the growth and development of their cruise business will continue to invest in training, so it’s important to us to expand the education options we offer, making them more accessible and appealing. I have always been of the view that ‘you don’t know what you don’t know’, so to be successful you must remain committed to your ongoing education. This means keeping up to speed with industry knowledge and keeping pace with cruise lines that are continually innovating and refining their products. A primary benefit of CLIA membership is access to our highly respected industry training and certification. CLIA training has one primary purpose in mind – that is to deliver a level of industry certification which will enable you to promote yourself as a cruise expert amongst your existing clients and in your own marketing when prospecting for new business. Last month I mentioned that we had moved our mandatory training programs online. We’ve since made another major change by introducing a new cruise ambassador level to our accreditation program. The new tier is positioned between accredited cruise consultants and master cruise consultants and aims to recognise and reward agents who continue to improve their cruise knowledge after becoming an accredited cruise consultant. So why is this self-promotion so important? Put yourself in the shoes of a consumer; they get their hair done at a hairdresser, their health checked by a GP and their drains cleared by a plumber – so where should they be looking to book their next cruise holiday? If you don’t hold CLIA accreditation and think you are beyond training, maybe it is time to reconsider – there are still a lot of people out there that are yet to experience a cruise. Training can put you in a very strong position to widen your customer base in the fastest growing segment of the travel industry. When dealing with clients, it’s always good to tap into consumer trends and, personally I think a key one at the moment is the focus on food. Dining is fast becoming a major drawcard for cruise lines to attract first-time cruisers and so it’s important that agents are very clear in their understanding of what each different brand has on offer. European river cruise operators do an outstanding job of pairing themed dinners with local wines and we are now seeing ocean vessels aligning with different breweries as they deliver their own unique craft beers. And of course there’s a wonderful array of celebrity chef dining options also available on cruise ships – from the cuisine of Jamie Oliver to Luke Mangan.
If you don’t hold ‘CLIA accreditation and you think you are beyond training, maybe it is time to reconsider...
’
travelBulletin NOVEMBER/DECEMBER 2014
29
industry in focus
nual r the group’s an ts frocked up fo en ag e da oic an Ch Am nth. From left: These Travellers ld Coast last mo d Go e an th el, on av Tr ld he & gala event eston Cruise Emma Sullivan, W ; rs ou T ic en Sc Todd, m Scenic Tours. Sharon Trigger fro
Trunks for the memories! No trip to Thailand would be complete without an elephant ride, and these top selling Thai Airways agents did just that on a recent famil. Pictured from left: Austin Cheesman, Flight Centre; Mary Ventimiglia, Viatour Travel; Erin Laffin, Flight Centre; Chloe Cambourne, Flight Centre; Jennifer Dam, Five Star World Travel; Denise Dalton, THAI. Standing: Julie Lunders, Harvey World Travel; Jodie Nguyen, Wingsing Travel.
These agents put their puzzling skills to the test on the Tourism New Zealand MegaFamil in October. Pictured are Team Tiki outside Puzzling World near Wanaka.
Close to 150 travel agents scrubbed up on their product knowledge at the South Africa roadshow held in Sydney in October. Two lucky agents also won a place on an agent famil courtesy of South African Tourism and South African Airways.
Getting their Gatsby on at the Magellan conference are John Molinaro from Uniworld Boutique River Cruises with Contiki Holidays md Katrina Barry . 30
travelBulletin NOVEMBER/DECEMBER 2014
Damian Borg ex Virgin Australia (now APT), Deb Fox from APT and John Spark of Travel with Purpose WA at the Magellan Group gala dinner.
nov/dec 2014
Stacey Daley from helloworld Hobart ga ve ziplining a go du ring the Qa ntas Holidays and Viva! Holidays Globa l Achievers in Quee nstown.
These agents enjoyed Canada’s iconic sights on a week-long famil to the east coast in October. Starting off with two nights in Toronto, they visited the CN Tower before travelling south to Niagara Falls and on to Ottawa for a guided city tour.
PromPeru Australia hosted these top selling TravelManagers consultants on an 11-day famil to Peru in October. Beginning in Lima, the group took their tastebuds on a journey of South America’s food capital before continuing on to the ruins of Pachacamac.
These Perth-based consultants got a taste of the good life on a recent famil to the Maldives and Singapore. Starting with four nights at the Anantara Dhigu Resort & Spa, they went on to explore the streets of Chinatown and the theme park capital of Sentosa thanks to New Horizons and Singapore Airlines. Culture, history and delicious fare topped the agenda for these consultants on a recent famil to Singapore, courtesy of Singapore Airlines. A whopping 88 Australian agents were invited to attend, with these ‘Team Thailand’ consultants going on to visit Chiang Mai and Chiang Rai as part of the experience.
Avalon Waterways ambassador Deborah Hutton glammed it up with Magellan members at the group’s Gatsby-themed gala dinner in Canberra.
Magellan members Mark Pearman from Epping Travel with Jonathan Hickman of Travel on Crown Wollongong. travelBulletin NOVEMBER/DECEMBER 2014
31
brochures
■ Hawaii Tourism has released a dedicated family guide packed with information and tips on Hawaii’s most popular islands. Released on the back of a spike in demand for family travel, the brochure provides an overview of Oahu, Kauai, Maui and Hawaii Island including a list of free family activities. Weather information and maps are also included, in addition to directions on how to get around the islands. Travellers can download the guide for free from the Go Hawaii website.
■ APT has expanded its touring options in the Kimberley and added new dates and departures for 2015. Outlined in the 2015 Kimberley Wilderness Adventures brochure, travel styles include small group 4WD touring, cruising options and independent air adventures. Freedom of Choice touring options are also now available across Kimberley tours of 11-days or more, along with expanded sightseeing options. Prices lead in from $8995.
32
ITALY
CENTRAL EUROPE AUSTRIA | BELGIUM | CZECH REPUBLIC GERMANY | HUNGARY | MALTA NETHERLANDS | POLAND SLOVAKIA | SWITZERLAND
2015
TAILOR MADE HOLIDAYS
■ TEMPO Holidays has rolled out a number of mini-breaks as part of its 2015 Italy & Central Europe brochure. New accommodation options in villas and apartments are now available, in addition to new packages with coach and rail options. The threenight Taste of Positano itinerary is the latest addition, featuring dining at seaside cafes, accommodation, return transfers from Naples and a half-day excursion to Amalfi from $601 per person.
■ LUXURY operator Wildlife Safari has released its latest Abu Dhabi brochure which features a range of private journeys. The four-day Abu Dhabi Sojourn includes a private city tour, desert oasis trip and a full-day sightseeing tour from $675pp, while the seven-day Under Arabian Stars program visits the Grand Mosque and Liwa district from $2225 per person. Highlights include a boat ride from Jebel Al Dhanna and free time in the luxury Desert Islands Resort & Spa.
■ Adventure World’s range has been consolidated into a global brochure covering about sixty destinations across Europe, the South Pacific, Asia, Africa and the US. The 224-page program waves goodbye to six previous guides covering Canada, India, Vietnam, Africa & Arabia and Latin America. Over 40 handpicked trips are included, each with a strong focus on soft adventure and cultural experiences.
■ ADVENTURE lovers can take their pick from 340 itineraries as part of Utracks’ Active Europe 2015 brochure. A number of cycling and boat-based trips in Paris, Berlin and Prague have been added, with 30 itineraries new to this year’s line up. Also new this year is a family adventure exploring Rome and the Amalfi Coast, a cycle-based tour in Norway and self-guided journeys along the Camino de Santiago. Options range from 4-14 days with guided and selfguided tours in France, Switzerland, Bavaria, Holland and beyond.
■ A number of family-friendly adventures have been added to Abercrombie & Kent’s Connections brochure, with child-friendly hotels and educational experiences central to the program. Now in its third year, the 2015 line up features 36 small group journeys and 16 private itineraries in Europe, Asia, India, Arabia and the Americas. Tours of Turkey, Sri Lanka, Jordan and Argentina are new for 2015, plus European river journeys.
■ Holidays on Location has released its 2015/16 British & Irish brochure which includes a range of escorted tours and boutique accommodation throughout Ireland and the UK. The Best of Britain itinerary visits Windsor Castle before continuing on to Edinburgh over 9-days. Highlights include tours of Liverpool, Cardiff and London from $2117 per person. The new Grand Tour of Britain & Ireland takes in Edinburgh, Belfast, Dublin and North Wales over 24-days from $5763.
travelBulletin NOVEMBER/DECEMBER 2014
new product
Out with the old in with the new By Louise Wallace
W
hether it’s strategic marketing or clever PR, new products demand our attention. Tech giant Apple has got it figured out, rolling out product updates in blink-and-you’ll miss it succession, and customers snap them up as they look to cure their insatiable appetite for the latest innovations. The same goes for the travel industry as operators look to woo travellers with new packages that seem too good to pass up. But as consumers grow increasingly wary of marketing hype and PR gloss, the pressure is on to reinvent the wheel with innovations that are one step ahead of the game. As Trafalgar managing director Matt Cameron-Smith explains, the pressure to evolve is driven by consumer demand, but brand positioning is at its core as wholesalers endeavour to stay front of mind for customers. But the challenge, he says, is to strike the right balance between old and new without losing touch with customers. “Guests have a certain level of expectation … you can’t just put lipstick on something and call it new – they’re too smart for that. It’s about giving guests something they don’t expect and that they can’t get anywhere else,” he told travelBulletin. Like any business that relies on bookings, customers hold the power and products are rolled out in response to market demand. But rivalry also keeps new product pouring in
as operators look to nudge their competitors with innovations that win over customers. Cox and Kings ceo Caroline Kennedy says evolution is central to the travel industry as customers come to expect more unique experiences. Speaking with travelBulletin, she said travel companies feel the heat from their competitors as they all vie for a piece of the same pie. But rather than be distracted by the noise, the focus is on tweaking product that performs rather than that which lags
Exclusivity is key in an ‘industry which is driven by “me too” syndrome ’ behind. C&K adheres to the 80/20 principle in which 80% of revenue comes from 20% of the overall product range. “We focus on proprietary product that delivers something unique while meeting market needs. We make sure the formula works accordingly and try to improve our product’s performance without compromising on quality or company revenue,” she says. The 80/20 rule may suggest that sticking to the norm is better for the bottom line, but Kennedy says taking chances is also vital to keep repeat customers coming back. Every new product comes with a certain element of risk, she says, but the response is to tweak new products that are slow with bookings, or drop them all together if they fail to deliver a
return on investment by the third year. Trafalgar adheres to the same guidelines, but Cameron-Smith says exclusivity is key in an industry which is driven by “me too” syndrome. “Having a unique selling point is absolutely critical in our industry when everyone is claiming to have exclusive and unique tours. There’s a lot of noise out there so we have to find tours that are not only appealing, but are genuinely unique and that challenge the norm,” he said. But he admits change doesn’t come easy. Trafalgar last year severed ties with a host of ground operators and changed a whopping 200 hotel partners in a bid to shake up its product offering. The company has also cut the single supplement on most of its tours, introduced more free time and introduced a new Hidden Journeys portfolio where group sizes are capped at 26 guests. The changes are part of an ongoing evolution, he says, but it also comes down to brand positioning and building a rapport with clients: “We all need to be nimble and manipulate itineraries to succeed.” It’s a view that is shared by APT, which would still be a coach tour operator of the ‘80s if the company hadn’t taken evolution into its stride. Marketing manager Justine Lally says travel companies that fail to evolve will fall behind their competitors and see their bottom line slide over time. “To rest on your laurels in this business would be risky, and companies need to be innovative, expand and to think broader than the current state of play,” she says. travelBulletin NOVEMBER/DECEMBER 2014
33
new product
2015 Emerging Hot Spots Europe and the US have traditionally held the interest of Aussie travellers, but 2015 is shaping up as a bumper year for some lesser known destinations that are rising through the ranks. travelBulletin asked a handful of wholesalers to share their top picks.
BURMA Myanmar is a relative newcomer to the tourist map, but travellers are making up for lost time and visitor numbers are creeping higher since the borders were opened to tourists in 2011. Around three million visitors are expected to travel to Burma this year, up from two million last year and just one million in 2012. And the trend is set to continue, with the Ministry of Hotels and Tourism predicting that 7.5 million visitors will enter the country by 2020. Adventure World managing director Fiona Hunt says Australians are fuelling the rise in tourist numbers, with particular interest from travellers who have already covered traditional destinations such as Vietnam and Cambodia. In the last year alone, AW’s bookings for Burma have increased by 22% and Hunt says trend is showing no signs of slowing. Adventure World offers a 10-day Passage through Burma tour which visits Bagan, Mandalay, Pyin Oo Lwin and Inle Lake from $2747 per person. APT has also released a 2016/17 Burma River Cruising brochure featuring tours on the new RV Samantha.
GREECE Greece has had a tough slog in recent years on the back of the recession, but it’s making a comeback thanks to the tourism sector.
Burma
Greece is expected to welcome around 18.5 million tourists in 2014, up from 17.9 million last year and 15.5 million in 2012. Aussie visitor numbers are also on the rise following a 9.6% peak in arrivals to almost 130,000 last year. Intrepid managing director James Thornton told travelBulletin that bookings on all Greece trips are up on 2013 levels, with 34% growth in Australian bookings. Increasing value and variety of travel are the major drawcards for tourists, he said, with further growth predicted as the economy continues to stabilise. His pick for Australian travellers is Peregrine’s 12-day Greek Island Odyssey which visits Crete, Santorini, Mykonos and Delos from $4695 per person twin share.
emerged as a key driver for the economy, but the country is expecting a boom in traveller numbers ahead of the Olympic Games in Rio de Janeiro in 2016. The South America Tourism Office reported a 22% spike in business this year and is predicting a “strong” year ahead as Aussies look to ditch the crowds and venture off the beaten track. Specialist wholesaler Brazilian Travel Centre has also seen interest creep higher as Australians’ awareness of the country continues to grow. Brazil
BRAZIL South America has been labelled a travel hot spot for 2015, with this year’s soccer World Cup earning it a solid position on the global tourist map. Tourism only recently
CEO Ester Weiss told travelBulletin that infrastructure improvements were behind the trend, along with stronger investment from Australian companies. But while one-off events such as the World Cup and Olympic Games had a “great impact” on business, she said other annual events such as Carnival and Formula One would continue to lure Aussies down the track.
MACAU Santorini, Greece
34
travelBulletin NOVEMBER/DECEMBER 2014
Ranked by Lonely Planet as one of the top 10 regions to explore in 2015, Macau is
new product attractions see more Australians return yearon-year as travellers catch on to the diversity of the region. “Interest is also stemming from tours combining two countries of Indochina in the one visit,” she says. While the Temples of Angkor is arguably the biggest attraction for tourists, Bruno says areas such as Sihanoukville also hold appeal as popular beach destinations. Bruno’s pick is Wendy Wu’s 14-day Around Cambodia tour that covers the well-known destinations of Phnom Penh and Angkor Wat before travelling to Sihanoukville and Battembang from $3060 per person. The Laos and Cambodia Unveiled tour is also new to the offering for 2015 and takes in both countries over 16-days.
Macau
fast emerging as a tourism hot spot. High rolling casinos remain a drawcard for many travellers, but Macau is losing its reputation as simply a Las Vegas knock-off and gaining popularity for its cultural elements. Travellers can explore the back streets of Macau’s UNESCO World Heritage old town and discover the region’s architecture, arts, and religious traditions. With a new light rail system connecting the peninsula and islands in the works, and new hotels and casinos under construction, 2015 is set to be a banner year for the enclave.
CAMBODIA Temples, culture and history – you name it, Cambodia’s got it. While the country’s highlights are steeped in its traditions, travellers are catching on to Cambodia’s diversity, with a record 4.2 million international tourist arrivals in 2013. While travellers from Asia are driving the trend, Aussies are also in the running with 81,000 arrivals last year alone. Wendy Wu Tours marketing manager Amanda Bruno says Cambodia’s historic
Royal Palace, Phnom Penh
Your Destination Specialist Integrity & Commitment
www.holidaysonlocation.com | 1300 65 10 65
Canadian Holidays
S ON LOCA AY T ID
36 CELEBRATING
N IO
HO L
disCover all tHings Canadian YEARS
197
9- 2 0 1 5
C a l l H o l i d a y s o n loC at io n
Y o u r D e s t i n at i o n s p e c i a l i s t | c a n a D a
1 3-16 4 to plan your perfect holiday 2 0 15
rail tours, citY staYs, coach touring, special interest groups
w w w.holidaysonlocat ion.com | T E L : 1 30 0 6 5 10 6 5
new product
Mauritius in the spotlight New Horizons has singled out Mauritius as a tourist hot spot for 2015, as the operator last month rolled out new itineraries to the island destination. A total of six packages have been added to the 2015 Indian Ocean program including a Mauritius honeymoon getaway, Dive the Maldives, Luxury Seychelles and two day-tours including Walking with the Lions and a West Coast Catamaran Cruise. The four-star Villas Caroline hotel has also been added to the Mauritius accommodation line up and all-inclusive meal options are now available. New Horizons managing director Chris Evans said the additions follow a spike in interest to the destination, bolstered from increased air access. “We’re incredibly proud of our latest program. The destination’s popularity is growing and with carriers now offering three flights a week from Perth, we’re expecting great things from Mauritius over the coming year,” he said.
Back-Roads adds destinations
Switzerland
Back-Roads Touring has added three new destinations to its line up and padded out its 2015 UK and Europe program with nine new tours. Touring options are now available in Switzerland, Germany and Austria, in addition to exclusive summer itineraries throughout Europe. The six-day Slow Food1 Tour of Puglia in Italy REA 2014 Adverts_Travel Bulletin 210x140 Half Page H 14/11/14 3:11 PM Page
showcases traditional delicacies from local producers, while the nine-day Mountains, Valleys and Lakes of Switzerland tour visits sites such as the Island of Reichenau and Chur. The five-day Taste of Scotland tour led by former royal chef Carolyn Robb is also new to the 2015 program, with all tours limited to a maximum of 18 passengers.
EUROPE BY CAR ST INCLU MO
IVE OFFE DR
E SELFSIV
World’s No:1 R
★★★★★
Discover Europe in 2015 at your own pace in a brand new Renault FULLY INCLUSIVE OFFER
RENAULT
2015
FULL VEHICLE INSURANCE WITH NO EXCESS IN 42 COUNTRIES Includes: punctured tyres, lost or stolen keys to your vehicle and fuel inversion.
EURODRIVE Travel with peace of mind
Driver’s age 18+ No Upper Limit!
For more information, please contact
t1300 55 1160
www.renaulteurodrive.com.au
new product
Mantra’s boutique Brisbane expansion
HOL steps forth in Canada Holidays on Location has made its foray into the Canada market, with an interim brochure now available and a combined USA program set to hit the shelves in January 2015. Speaking with travelBulletin last month, business development manager John de Steiger said the Canada program had been in the pipeline for many years but was slow in its release because the wholesaler wanted to “get it right”. “We’ve had Canadian holidays branding in place for a long time but it’s a case of hastening slowly and refining the product so that we weren’t selling blind,” he said.
With Switzerland, the UK and Europe representing key destinations for the wholesaler, de Steiger said Canada was a “natural progression” that would resonate with Australian travellers. Tours are now available including Yukon packages, Aurora Borealis experiences, polar bear viewing tours and grizzly bear viewings led by a wildlife biologist. De Steiger said an interim Canada brochure was printed last month with a subsequent brochure to follow in January which will also include US content on the west and east coast.
Construction is now underway on a new 110-room boutique hotel in Brisbane, with the property to be managed by Mantra Group. Tailored to business travellers, the Richmont Hotel by Mantra will be located in Spring Hill with easy access to the CBD and airport. Scheduled for completion in December 2015, the four-star hotel will house a restaurant and bar, gymnasium and a 58-space car park. The development marks the latest addition to Mantra’s portfolio and adds to its six existing properties in Brisbane’s CBD. Breakfree Fortitude Valley, Brisbane
BA CK-ROADS TOU R ING The Experts in Small Group Touring
backrds touring
NG I T I C 9 EX OURS T N E W MER 2015 FOR S
Back-Roads Not Freeways
Authentic Local Experiences
Unlike large coaches, our mini-coaches can go almost anywhere a car can. Access the smallest town squares, country lanes and medieval villages.
We take you to places away from the standard tourist trails. Go beyond the tourist façade to learn more about local food, crafts, history and culture.
p37
UM
Small Group Sizes
Culinary Experiences
Charming Accommodation
With a maximum of 18 passengers, we offer a more personalised experience, and provide a relaxed and flexible form of touring.
We include authentic culinary experiences which are locally sourced, and use local hand-picked restaurants.
Stay in quality local accommodation that reflects the character of your destination such as country estates, castle hotels, villas and traditional inns.
Over 40 Tours: UK & Ireland • France • Spain • Italy • Croatia • Greece • Turkey • Switzerland • Germany & Austria • Battlefields
Ireland
Luck of the Irish
38
travelBulletin NOVEMBER/DECEMBER 2014
Ireland By Gary Walsh
T
ourism Ireland is set to launch a new online program for retail travel agents as it embarks on a major marketing campaign focused on the Wild Atlantic Way, a 2500km driving route encompassing the country’s west coast, from Donegal in the north to Cork in the south. The Ireland Specialists site will replace the Shamrock Agents program, with the aim of providing agents detailed information on sites and activities in conjunction with information already featured on the Tourism Ireland website – which is the second most visited national tourism authority website in Australia. Australia has been a significant market for Ireland for many years, with the past three seeing double digit growth annually. Last year was a stand-out, achieving 21% growth on the back of the Gathering Ireland 2013 campaign which was designed to attract the expansive global Irish diaspora to the country. Tourism Ireland is confident that growth this year will be around the 10% mark, which it sees as an indication that Ireland’s popularity is continuing to gain momentum. “Next year will see us focus our resources on assisting the trade to enhance their product offering and also to help retail travel consultants sell Ireland – whether that be as a standalone destination or as a unique add-on to a multi-Europe itinerary,” Tourism Ireland’s director for Australia Diane Butler told travelBulletin. Butler said Ireland had much to offer for a “small place”, but communicating all of the possibilities had its challenges: “We need to ensure our wholesalers and operators are providing retail travel agents with products that their knowledgeable consumers want to purchase – and sometimes there is a disconnect,” she said. “If sales haven’t increased at the same level as our overall visitation, then there is a large gap to fill and operators should be asking how they can get a slice of the business.” Australians are a lucrative market for Ireland, staying on average 12 days – which is on par with the UK and slightly longer than other European destinations. They are also classified as big spenders, outlaying more per trip on average than Ireland’s four key markets; the US, Britain, France and Germany. The Australian market is also a key contributor to regional Ireland, with about a third of travellers venturing into Northern Ireland, and most travelling outside of the cities.
“We hope to continue to grow our figures for 2015,” Butler said. “Whilst we have our own significant pull factors, we can’t rest on our laurels and we will continue to look at innovative ways to reach our potential audiences – including co-op marketing with our key trade partners. We will also increase the number of famil trips for retail travel agents and initiate the Ireland Specialist online training program.” Butler is critical of some in the trade for not using the expertise and knowledge of tourist boards, particularly in the product planning stage.
Most Aussies are savvy ‘enough to seek out places frequented by locals ’
“We hope to address this with more proactive communication. The first part will be to share the results of our comprehensive market review shortly, which has included in-depth research of trade and consumers nationally,” she said. Discussing the challenges for the tourism board, Butler admitted that Ireland had been viewed as a costly destination during the boom years of the ‘Celtic tiger’ economy. And while the reputation has been hard to shake, she’s confident the barriers are starting to soften and travellers’ impressions are changing. “Today, this is a very unfair perception,” she said. “After our 2012 research showed us that cost and value was a barrier for potential visitors we have been addressing this through various initiatives. However, word of mouth from travellers who have returned has provided an excellent vehicle to show evidence of the high value and reasonable costs and overall great value of a holiday in Ireland.” Butler said value was still front of mind for many Australian travellers, and added that most Aussies are savvy enough to seek out places that are frequented by locals. “The major cities such as Dublin and Belfast are popular, but still offer incredible value – even in high season, particularly compared with other major capital cities throughout Europe,” she said. “They also compare favourably with what you’d expect to pay in equivalent places in Australia. There is such a variety of accommodation that even in high season there are affordable options to suit all budgets and tastes.” Tourism Ireland encourages all Ireland rookies to request a guide detailing all the latest information, maps and touring guides. Guides can be requested from Tourism Ireland at any time or ordered through TIFS. travelBulletin NOVEMBER/DECEMBER 2014
39
Ireland
Wild Irish
Wonders
Ireland’s Wild Atlantic Way driving route may be a work in progress, but the first year results are in good shape, with visitation to the northwest up 6% on last year’s figures. The ambitious development and promotion of the 2500km long touring route marks Tourism Ireland’s most significant marketing move in recent years, with around 10 million euro thrown behind the project this year alone. A third of the total has been dedicated to road signage to make the experience pleasurable for tourists, with interpretive panels and viewing platforms also being financed. More money will be poured into the project in the coming years, with marketing funds to be allocated for the next eight to 10 years at least. But besides the price tag, the road has so far achieved its goal of attracting more
Q&A
tourists to the lesser known parts of the country, particularly the northwest of Ireland. Tourism Ireland’s Joan Crawford, who is based in Donegal, told travelBulletin one of the key aims of the Wild Atlantic Way was to encourage travellers to “get out of the honey pots” that have traditionally lured visitors. Currently in its first year, she said the project was achieving results by driving visitation to the northwest, and added that the tourism industry had enthusiastically welcomed the initiative. Local committees were also being formed to support the program, she added. More than 150 discovery points can be found along the route that runs the length of the west coast from Donegal in the northwest to Cork in the south, with 15 of them currently designated as signature points. Among them are Ireland’s most northerly point, Malin Head; the wind swept sea cliffs at Slieve League; the Cliffs of Moher, and the big-wave surf beach at Mullaghmore Head.
Get set to sell Ireland! With direct one-stop flights from Australia to Dublin operated by carriers such as Emirates and Etihad this is a destination that clearly offers lots of opportunity for travel agents - particularly given the Irish heritage claimed by many Aussies. Here are some tips from an expert.
For an island spanning just 84,000 sq km in size, Ireland packs a punch in the tourism department. Ireland specialist and director of Wings Away Travel in Essendon, Anne Rogers, took some time out of her schedule to share her selling tips with travelBulletin. How much interest is there for clients travelling to Ireland? There is always plenty of interest. It seems to be on everyone’s list when travelling to the UK but is often achieved on a subsequent trip, rather than a first one. Many people have some Irish heritage, and this is often a major reason for visiting. What are Ireland’s strong selling points from an agent’s perspective? The people, the scenic beauty, its uniqueness from England, and the vibrancy of Dublin with its distinctly European feel. Also, the ease of getting around is a bonus as long as clients allow themselves sufficient time. Do you believe Ireland is well marketed to the industry in Australia? Yes, extremely well, and it always has been.
40
travelBulletin NOVEMBER/DECEMBER 2014
Are there any impediments to selling Ireland? No, none from our side. The biggest challenge is convincing clients to allow enough time for Ireland to do it properly, or to go back for a subsequent visit. Too many people allow only four or five days to “do” Ireland without realising it takes far longer. Others will do a quick 10-day spin, taking in the major sites, which is fine. However a more relaxed subsequent trip is well worth doing – especially if you stick to a spot for a week or so and immerse yourself in the region. What are your favourite memories of Ireland? The people, the humour, the food, and the sheer beauty. The sea cliffs of Slieve League are worth a visit, along with the Cliffs of Moher and the endless pubs and bars. Also, I’d have to say the massive meals, often with potatoes done three ways.
tempo
MPO
CE
TE
DIF ERE F
N
THE
p41
Ireland
Agent know-how Tourism Ireland shares some tips on how agents can improve their product knowledge and score a place on a famil. How can agents get up to speed on their Ireland product knowledge? The Tourism Ireland Specialist training program has been specifically designed for the travel trade to teach them about Ireland as a holiday destination. n www.ireland.com
Tempo rolls out Ireland additions
Where is the best place to start? Grab an Ireland main guide from us and have a glance at the variety of experiences available. We can also send information, maps and touring guides and our website has plenty of information. Any destination recommendations? • Families: Dublin and Belfast offer a myriad of experiences. Many of Dublin’s museums and galleries offer free entry and there are lots of tour options from Hop On Hop Off tours to the Viking Splash. • Romance: Take your pick! Galway and Connemara are great for castles or lighthouse stays, or a picnic on the Wild Atlantic Way or the Burren for a music session in a cosy pub. • Adventure: The Appalachian Way has ample walking, or surfing in Strandhill Sligo or mountain biking in the Wicklow mountains. Any up and coming destinations or products? The Game of Thrones Self Drive Itinerary, the self-guided Van Morrisson walking trail, the Smithwick’s Experience which taps into Kilkenny’s famous brewing heritage, and The Gobbins visitor centre which is scheduled to open in 2015 And finally, how can agents join famils to Ireland? We have hosted a number of famils to Ireland this year and we are happy to work with travel agents on famils. We welcome their input.
TEMPO Holidays has launched its latest UK and Ireland brochure, featuring new trips focused on the Emerald Isle. The Irish Adventure itinerary is an eight-day coach tour starting in Dublin that first travels to Waterford and then on to Blarney Castle and the Cliffs of Moher. The tour then travels to Northern Ireland via Knock and visits the Giant’s Causeway and Belfast before returning to Dublin. Prices lead in from $1211 per person. The Irish Pubs & Folklore itinerary is another week long coach tour that follows the same route to Galway before heading to Westport, a lively Georgian town at the edge of the Connemara region. The trip then returns to Dublin with ample leisure time to enjoy Ireland’s traditional pub culture, priced from $1296 per person. Ireland also forms a part of Tempo’s 24-day Grand Tour of UK & Ireland, which includes all sightseeing and entrance fees from $5013 per person. Travellers visit the Giant’s Causeway in Antrim and the Ulster American Folkpark, while in Belfast they see the Titanic Experience and the restored Famine Ship in Dunbrody. Travelling south, they can kiss the stone at Blarney Castle, enjoy a walking tour of the village of Cong in Connemara and visit Donegal Castle and Yeat’s grave. Clients who book and pay before 31 December will save 10% per person. Cox & Kings Australia CEO Caroline Kennedy said Ireland has been traditionally popular among Australian travellers for its rugged landscape and distinctive culture. Australians also have a kinship with Ireland as many travellers look to trace their family heritage, she said. “For Tempo Holidays, we’ve seen consistent growth for the destination year-on-year and we are looking ahead with the same level of consistency for the future,” Kennedy said.
Become an Ireland Specialist & You could earn a trip to Ireland! Take a journey of discovery around Ireland with our new Ireland Specialists training program. From awe-inspiring landscapes and historical treasures to our friendly hospitality and famous ‘craic’; let us show you what makes Ireland the gem of Europe.
1. Emerald Level – Gold level + travel to Ireland (within the past 2 years) 2. Gold Level – 100% accuracy on the programme
3. Silver Level +90% accuracy
To make the most of your potential, register now and you could earn your way to Ireland in 2015 & 2016* *The first 50 Ireland Specialists who gain Gold Specialist Status will be rewarded with a Lonely Planet Ireland Guide and also be considered for our Mega Fam trips to Ireland in 2015 and 2016.
www.irelandspecialists.com
luxury
One&Only Hayman Premium Ocean View room
by Louise Wallace
M
ore Aussies are holding on to creature comforts when they hit the road, but it’s remote destinations they have in mind when it comes to luxury holidays. From intimate itineraries to top notch cuisine, it’s easy to see the appeal of luxury travel. Unsurprisingly, Aussies are still lured by luxury product, with wholesalers and operators across the board reporting strong uptake from Australian travellers. But Aussies are also looking beyond the silver lining for experiences that venture off the beaten path and wind up with fine linens, five-star service, and a crisp glass of wine at the end of the day. Luxury travel is continuing to show strong growth for Abercrombie & Kent, with particular interest in small group journeys and boutique ship cruises in South America and Japan. But managing director Sujata Raman says creature comforts alone no longer cut it for most Australian travellers who are now looking for boutique experiences in new destinations. “Luxury travel is no longer just about booking expensive hotels; it’s about the uniqueness of the experience, the
understanding of individual needs and the ability to provide a seamless service,” she told travelBulletin. Small group sizes are also front of mind for Aussies, Raman said, adding that demand for eco-holidays is on the rise as luxury travel seekers are increasingly mindful of their carbon footprint. As such, A&K has reported a spike in demand for small scale luxury tourism, particularly for remote, boutique properties with personalised experiences. “Travellers are increasingly looking for relatively unexplored places that offer an authentic experience. They are no longer passive onlookers, but want to engage with their surrounds in as many ways as possible,” she said. Cox & Kings has also reported strong uptake for small group journeys that combine rustic experiences with a five-star touch. Mobile safari camping tours have taken off among Aussie travellers as their hunger for off the beaten track experiences continues. Over 45s are snapping up the majority of bookings, but despite most travellers having a “large amount” of disposable income, they’re on the hunt for value, according to C&K CEO Caroline Kennedy. “Australians want to travel in luxury, but they also understand value,” she said.
“They want to tick items off their bucket list and they look for increased value in some destinations.” Luxury holidays and cost savings seem an unlikely pairing, but the price point is still important for travellers. Earlybirds remain the most popular deals as travellers look to snap up a bargain, and wholesalers across the board are reporting that clients are looking for value regardless of their budget. APT general manager sales & marketing Debra Fox said cost has always been a focus for travellers, but clients are now booking earlier to save their back pockets. They’re also spending more time researching their options before they lay down the cash, she added. “We are seeing a shift in when guests are buying. They are more savvy and are looking for deals and expos before booking,” she said, adding that a lull in consumer confidence and increasing popularity of earlybird deals was driving the trend. Like A&K, APT has also seen a rise in demand for luxury holidays that go beyond fine dining and flash hotels as travellers’ hunger for unique holidays increases. They’re also after all-inclusive holidays with a strong focus on cultural experiences and personalised service, Fox said, adding that European river cruises remain the most popular luxury product for Aussie travellers. travelBulletin NOVEMBER/DECEMBER 2014
43
luxury
Local Luxuries Australia’s array of luxury product may be a drop in the ocean compared to the likes of Asia, but our high-end properties punch well above their weight in the opulence department. Whether your clients are after a romantic getaway or just a bit of R&R, there’s plenty of scope for clients who want a hint of luxury closer to home.
One&Only Hayman Island, QLD One&Only Hayman Island has been consistently ranked among Australia’s finest properties for its idyllic location in the Whitsundays, but its interior also received a revamp as part of an $80 million overhaul earlier this year. The property’s 160 rooms and iconic swimming pool have been overhauled, along with its restaurants and public areas, and rooms in the former pool wing have doubled in size. A popular destination for holidays, weddings and events, One&Only Hayman Island has a Kids Club for guests aged 11 years and under and a number of restaurants and bars operated by world-class chefs. Rates start from $730 per room per night for a Hayman Lagoon Room, including breakfast.
One&Only One Bedroom Pool Access Suite Exterior
Longitude 131°, NT Five-star accommodation is part of the package at Longitude 131°, but it’s the location that earns this one such high acclaim, with doorstep views of Uluru on full display. After taking over Longitude 131° last year, Baillie Lodges has poured $2 million into upgrading the property to re-position it as one of Australia’s leading luxury wilderness lodges. Rates lead in at $1100 per person per night. Longitude 131° luxury tent
TravBullNov14_Layout 1 13/11/14 3:27 PM Page 1
El Questro Homestead, WA
luxury tours & travel?
Inca Tours will set the table for your clients in Africa, India, Bhutan, Nepal,Tibet, South and Central America. Fully-escorted small groups, 5 or 4-star, max18 per group & personalised 5, 4 or 3-star FIT.
1800 024 955 sales@incatours.net www.incatours.net
1800 024 955 sales@incatours.net www.incatours.net
SINCE1979
INCATOURS
Asia has its six star hotels and Dubai has its luxurious high rises, but Australia’s new breed of luxury camps have revolutionised the way travellers explore the outback. El Questro Homestead in the Kimberley is among them, providing top notch accommodation in the heart of the bush. Located around 100 kilometres from Kununurra, the property sits in contrast to the rugged landscape – but that’s part of its charm. The homestead caters for a maximum of 18 guests in nine suites, and is open from early April to the end of October each year. Rates start from $1629 per room per night for a minimum two-night stay.
44
travelBulletin NOVEMBER/DECEMBER 2014
luxury
Emirates Wolgan Valley Resort & Spa, NSW The Wolgan Valley Resort & Spa hardly needs an introduction, having clocked up a solid list of accolades for its cuisine and service. Located on a 4000 acre wildlife reserve in the Blue Mountains, the resort pairs six-star luxury with the Australian bush, complete with outdoor experiences such as horse riding, bike riding and wildlife drives. With 40 free standing accommodation suites, each room features a swimming pool, double sided fireplace and private verandah with views of the valley. Marking a landmark announcement last month, Emirates signed a partnership with Kerzner International which will see subsidiary One&Only Resorts build on its success and take the resort to “new heights”. Rates lead in at $2050 per night for two guests which includes all meals, local wines and beers, and two on-site nature activities.
Southern Ocean Lodge in Kangaroo Island, SA Kangaroo Island may be small in size, but its dramatic scenery attracts travellers from across the globe. Southern Ocean Lodge fits the bill for affluent travellers, with luxurious settings on top of a secluded cliff above the Flinders Chase. Twenty-one suites are on offer, each with views of the Southern Ocean. Luxurious furnishings are only part of the equation, with dining also one of the resort’s highlights. Chef Tim Bourke heads up the kitchen with a produce-to-plate approach that celebrates South Australia’s artisan growers with a daily changing menu. Rates lead in from $1050 per person per night for a Flinders Suite and include all dining, open bar, complimentary minibar and island airport transfers.
D I STroyal I N CT I V E LOgarden CAT I O N p45
THE ROYAL GARDEN HOTEL IN LEAFY KENSINGTON, ONE OF THE MOSTCONVENIENT 5-STAR HOTELS LONDON HAS TO OFFER. WHETHER YOU ARE LOOKING FOR THE TRANQUILLITY OF HYDE PARK OR A VIBRANT ATMOSPHERE WITH DESIGNER SHOPS, BARS AND RESTAURANTS, THE ROYAL GARDEN HOTEL IS THE PERFECT PLACE TO ENJOY 5-STAR SERVICE WITHOUT THE STUFFINESS. 2-24 KENSINGTON HIGH STREET LONDON W8 4PT TEL +44 (0)20 7937 8000 FAX +44 (0)20 7361 1991 WWW.ROYALGARDENHOTEL.CO.UK
Osprey Pavilion Terrace
luxury Victoria Falls
Sensational 2015 for Inca Inca Tours is welcoming guests on its 2015 Sensations Tours, with departures to India, South America and Africa scheduled for March next year. The Africa Sensations Tour & Safari departs on 2 March 2015, visiting Botswana, Kenya, South Africa, Tanzania and Zambia over 23 days from $16,990 per person, while the 25-day South America Sensations Tour covers Argentina, Bolivia, Brazil, Chile and Peru from $15,990. Departures are also scheduled for 2 March, 2015.
The 24-day India, Bhutan & Nepal Sensations Tour departs all Australian capitals on 15 March and includes travel to the Paro Tsechu Festival from $13,990 per person twin share. All tours are tailored for high-end travellers and include accommodation in four- and fivestar lodges and fully escorted travel. Groups are limited to a maximum of 18 passengers and are guaranteed to depart with two or more travellers. Each Sensations Tour operates twice a year.
E Y LU LIT VA UA LE Q IB G ED DIN CR N IN STA UT
O
THE INDIA SPECIALIST
SLH gets personal Small Luxury Hotels of the World (SLH) has rolled out a new collection of “exclusive-use” hotels, and floated plans to add Australian properties to the portfolio. Comprising new and existing SLH member hotels, the ‘Private Residences by SLH’ portfolio features five-star properties which are available for exclusive use only, such as villas, ski chalets, estates and yachts. Launched in October this year, more than 30 properties have been added to the collection, with further expansion plans on the cards. The company also has its sights on Australian additions as it looks to expand the network with properties in “new and unique locations”. The move to step into more private residences follows the latest SLH survey which found over a quarter of respondents considered privacy to be one of the most important factors when booking a holiday. Survey respondents also reported that time was the most valued commodity, while full-luxury hotel services were highly regarded.
Older Aussies opt for Reserve luxury
insightvacations.com
-I
N
CL
XU
ALL
RY
D
IN
HT GO L SIG
US IVE L U
ALL-INCLUSIVE LUXURY JOURNEYS Insight Vacations is truly the India Specialist and we are pleased to present our 2015/16 India Collection, featuring 6 handcrafted Gold journeys to India, Nepal & Bhutan. Highlights for 2015/16: • Gold Luxury itineraries now All-Inclusive • Includes: All visits, sightseeing & dinners • Valued Past Guests SAVE 5%
Intrepid Travel has reported a shift in demographic across its luxury Peregrine Reserve range, with more single women and older couples taking up the high end tours. Peregrine Reserve has long held the interest of adventure travellers, but Intrepid Group managing director James Thornton said the demographic is now shifting in line with Australia’s ageing population. He told travelBulletin the number of single older women booking tours was on the rise, along with the number of older couples looking for adventure travel with a softer approach. Thornton also reported “steady growth” in private departures as older couples look for more flexibility on their holidays, with interest in Reserve’s Italy tours the stand out performer. Reserve is expanding its grasp with its first tour to Macedonia next year as the company looks to tap into “emerging destinations” that hold potential for the luxury market. The eight-day tour covers historic landmarks in Skopje, Ohrid and Bitola, priced from $3495. Departures are scheduled for May, June, September and October 2015.
OUT
NOW • Selection of 7 Premium Mini-Stays visiting India, Nepal, Sri Lanka & Bhutan
46
travelBulletin NOVEMBER/DECEMBER 2014
luxury
Insight goes all-inclusive
Emirates Biz upgrade Renovations are underway at the main Emirates business class lounge in Dubai as the airline looks to revamp services for travellers. Around one third of the Terminal B airport lounge is currently under construction, with completion slated for October next year. The existing lounge has been expanded in the interim, and facilities and services will continue to operate as usual. An airport representative told travelBulletin in Dubai that the revamp will “improve the service for travellers”, insisting that the disruptions will be minimal for passengers. Business lounges in Concourses A and C will continue to operate as usual.
Insight Vacations has relaunched its portfolio of Gold itineraries as allinclusive and released a number of mini stays complementing longer journeys. Outlined in the 2015/16 India, Bhutan & Nepal brochure, all six Insight Gold journeys have been packaged as all-inclusive holidays to include evening meals and signature events in addition to internal flights and rail journeys. Insight Vacations Australia managing director Joost Timmer said the move was designed to provide clients with seamless travel and save them from “digging into their wallets” on their holiday. Signature events have also been tweaked to include experiences that go “beyond the standard tourist fare”, and seven mini stays have also been designed to complement longer journeys, with options including the seven-day Essence of India tour and the 11-day Mystical South India itinerary.
Royal Garden UK offer The Royal Garden Hotel in London is offering 20% off the rack rate over the Christmas period, with full English breakfast and complimentary health club access from 12 December until 11 January 2015. Rates lead in at £190 for a king/twin room including tax. A Kensington Palace Tea Package is also available which includes a one-night weekend stay in a King Room, admission for two to Kensington Palace, a champagne afternoon tea and full English breakfast from £320 per room. Exclusions apply on 31 December. n www.royalgardenhotel.co.uk
An Invitation to Experience One&Only Hayman Island Discover this private island resort, located in the heart of the Great Barrier Reef with an exclusive travel industry escape
one & only p47
$730 per person twin share for 2-nights’ accommodation including daily breakfast and return yacht transfers FOR RESERVATIONS, PLEASE CALL 1800 988 807 OR EMAIL
RESERVATIONS@ONEANDONLYHAYMANISLAND.COM Offer valid for travel from 17 November 2014 – 31 March 2015 for bonafide travel industry employees. Offer is a minimum 2-night stay, for new bookings only and is subject to availability and change without notice. Blackout periods and conditions apply. Rate includes twin-share accommodation in a One&Only Hayman Lagoon Room, daily breakfast and return yacht transfers from Great Barrier Reef Airport or Abell Point Marina. Additional fees apply for other room and suite categories. Booking requests must be accompanied by a company letter or email and photo ID must be supplied upon request at the time of check-in. Offer eligibility will be determined by One&Only Hayman Island.
south pacific
South Pacific hotter than ever By Kris Madden
T
he South Pacific continues to dominate as a favourite destination for Australians, appealing to everyone from couples and honeymooners to multi-generational groups. However, recent figures show that more travellers are looking beyond the norm and seeking lesser known destinations in the region. New Caledonia Tourism sales and marketing director Caroline Brunel says visitation from Australia has performed extremely well this year on the back of its ‘Have It All’ marketing campaign. Following “reserved” marketing efforts over the last few years, she says results from the latest campaign have been “very positive” with over 9500 Australian visitors in the first eight months of the year (excluding cruise ship passengers). The figures mark a whopping 25.9% increase on the previous year. “In June, we partnered with Aircalin to launch the new Melbourne to Noumea route, making New Caledonia more accessible than ever before. With the recent entry of the Hilton brand and the new Sheraton Deva 48
travelBulletin NOVEMBER/DECEMBER 2014
property, Australians have more reasons than ever to visit,” she says. Vanuatu Tourism’s Australian representative Anne Morris says that while Vanuatu’s latest year-to-date figures (ending August) show that it is slightly behind last year, bookings are likely to turn around in 2015 following the launch of a consumer awareness campaign in October. “A focus for Vanuatu Tourism has been to support growth to the outer islands and encourage visitors to explore beyond Port Vila and the main island of Efate by including one or two of the outer islands in their itinerary,” Morris says. Soft adventure is a key sector for the outer islands with activities such as diving and trekking gaining popularity on islands such as Espiritu Santo and Tanna, and on smaller islands like Malekula. With a variety of activities on offer, Vanuatu Tourism is encouraging agents to take part in its online training program to gain a better understanding of the destination. Outlined on a dedicated trade microsite - www.vanuatuspecialists.com.au - the program was launched earlier this year to help agents understand the variety of
experiences and accommodation available in Vanuatu. Agents interested in self-famils will find packages from different properties as well as Air Vanuatu’s AUD$50 agent fare (excluding taxes) departing from Sydney or Brisbane, making it easier for agents to experience Vanuatu first-hand. The recent introduction of Air New Zealand’s weekly direct flight from Sydney to Rarotonga, paired with daily flights via Auckland and additional services with Virgin Australia have also led to an upswing in the number of Australians visiting the Cook Islands. “With major fashion brands, TV personalities and a range of media visiting the Cook Islands in the last six months, the Cooks have certainly been in the limelight,” according to Cook Islands Tourism general manager Australia Kerryn Cook. “The latest shoot by surf-wear company Billabong is featured nationally across their stores and also in Billabong’s current catalogue. This type of attention is helping to build awareness and deliver to our trade partners a more qualified client, who is researched up and ready to book. “The Cook Islands were traditionally only marketed as a honeymoon destination, but
south pacific
Fiji’s latest luxury resort The brand new NanukuResort and Spa is now open for business, marking Fiji’s first all-villa boutique resort on the main island. Located on the Pacific Coast of Viti Levu, Nanuku offers two levels of accommodation; the Vunikau Residence perched on a volcanic outcrop overlooking the lagoon, and five Beachfront Residences, all with large air-conditioned living areas, ensuites with spa baths, plunge pools, expansive decks and private gardens. Nanuku has been purchased by US operator Auberge Resorts which will rebrand it as Nanuku Auberge Resort Fiji. n www.nanukufiji.com
On Cloud Nine
Blue Lagoon Cruises’ Fiji Princess
now all segments are growing; from families to special celebrations, to friend’s getaways and luxury escapes,” she says. The average length of stay is also growing, with most guests choosing to stay for eleven days or more, and PATA’s latest arrivals forecast predicts double digit growth in Australian visitors for 2015 and beyond. Cook stressed that the trade are their most important partners, adding that the tourism board will continue to provide tools, campaigns and strategies to enable them to easily promote the Cooks. Meanwhile, the Australian market is also proving its worth for Samoa with total arrivals growing by 9% for the first eight months of 2014 on the same period last year. Samoa Tourism Authority marketing and promotions manager Dwayne Bentley says Samoa’s attitude and culture continues to lure Australian travellers, alongside the region’s crowd-free beaches and landscapes. “We encourage agents to invite their clients to ‘Holiday the Samoan Way’ [which] relates to the Samoan philosophy, attitude and culture. Travellers will see and experience a new and different way to holiday than they have before.”
New in the beautiful Mamanuca Island group, Cloud 9 is Fiji’s only two-level floating platform designed as a unique venue for day visits and special events. Featuring a surround sound system, sun decks, hanging chairs and day beds, the venue also has an internationally stocked bar and Italian wood-fired pizzeria. Accommodating up to 100 guests, it’s the perfect place to watch Fiji’s internationally renowned surf spot, Cloudbreak. Prices start at FJD$159 per person for adults and FJD$79.50 for children, which includes return boat transfers from Port Denarau, lunch and a selection of local beers, house wine and soft drinks. n www.cloud9.com.fj
Samoa’s return to paradise Samoa has this year opened the doors to two high end beach resorts including the Saletoga Sands Resort and Spa, and Return to Paradise Resort and Spa. Both resorts cater to families, couples, and the adventure, wedding and MICE markets. In other developments, Sheraton is set to open the rebranded Sheraton Samoa Aggie Grey’s Resort Saletoga Sands at Mulifanua on 22 December, while the luxury Taumeasina Island Resort, on its own island just minutes from the capital, is slated to open in 2015/16. n www.thomsonadsett.com/project/taumeasina-island-resort
New in New Caledonia
New Caledonia has added a range of accommodation to its list, including the Sheraton New Caledonia Deva Resort and Spa which opened its doors in August. Located in Bourail, the resort is the first five-star hotel to be built in New Caledonia outside of Noumea in 15 years. New Caledonia has also welcomed the Hilton group, with the introduction of the Hilton Noumea La Promenade Residences. Two properties - Le Meridien Noumea and Le Meridien Isle of Pines - have also undergone multi-million dollar refurbishments. n lemeridiennoumea.com; starwoodhotels.com
travelBulletin NOVEMBER/DECEMBER 2014
49
south pacific
Norfolk Uncovered By Sarah Piper Norfolk Island has long been regarded as a haunt for older travellers, but this little island has something for everyone. Less than three hours from Sydney, Brisbane or Auckland, Norfolk is within easy reach, and its beaches, national parks and intriguing history has the whole family covered. Here are a few ideas that will keep everyone entertained.
Check out the national parks National park comprises a large part of the petite island of Norfolk, and a walk to the top of Mt Pitt will take your breath away. Although it’s not the highest point on Norfolk, it is the best place to get 360 degree views of the island. A bushwalk to Captain Cook monument takes you through the forest and among the famous Norfolk pines that once completely covered the island. Chill out on the beach at Emily Bay As soon as you spot it, it’s easy to see why Emily Bay ranked among Australia’s top 25 beaches in the Tripadvisor 2014 Traveller’s Choice hot list. Protected by a reef about 50m from the beach, the water is calm on all but the windiest days, making it perfect for young and old. On the flip side, there is typically a good swell beyond the reef for avid surfers.
NORFOLK SELECT
M a rke tin g
Visit the World Heritage area The convict ruins at Kingston will keep even the littlies entertained. Once a jail for the worst of the worst, kids can clamber over the ruins and imagine what life on Norfolk was like for earlier settlers and convicts alike. Pull out the clubs Mini golf is always entertaining whether you’re five or fifty-five, and on Norfolk, you can play for free. The themed course is open every afternoon from 2pm, and the island’s only soft serve soft serve icecream parlour is right next door. For those who enjoy their golf on a larger scale, Norfolk also has its own linksstyle golf course with ocean views from every hole. Enjoy a progressive dinner Indulging in a progressive dinner is a must on Norfolk. Almost everyone who visits says it’s a highlight, and it’s easy to see why when you experience the hospitality and generosity of three local families over three courses – each enjoyed in a different islander’s home. Throw in a line The seas around Norfolk are teeming with sea life and locals are keen to show travellers the best spots. If fishing isn’t what your clients have in mind, they can always enjoy watching the boats being lowered in and out of the water, as Norfolk doesn’t have any boat ramps.
NORFOLK SELECT is your dedicated Norfolk Island Wholesaler
Contact us for great deals!
www.norfolkislandescapes.com.au phone: 1800 724 400 or 07 5524 4966 email: norfolkselect@bigpond.com ATAS No: A10619
SOUTH PACIFIC RESORT HOTEL DEAL Inclusions: • Return flights with Air New Zealand, incl. all taxes • 7 nights at South Pacific Resort in a Garden Room • Return airport transfers • Car hire daily, including all compulsory charges • Full breakfast daily • Half day Island tour $1185.00 per person twin share ex Brisbane $1230.00 per person twin share ex Sydney $1519.00 per person twin share ex Melbourne *Please contact our office for prices from other ports *Conditions apply. Subject to availability
south pacific
Nautilus Resort now open
Storytellers Eco Cycle Tours
Rarotonga’s first new upscale property to open in years was revealed on 01 October this year. Nautilus Resort features 18 premium villas, a Polynesian spa and a beachfront restaurant in a prime location on Muri Lagoon. Each luxury villa has its own saltwater plunge pool, outdoor shower and private patio, plus large bathrooms with freestanding baths. Single, two and three bedroom villas are available from NZ$650 per night. Nautilus is offering opening specials until 31 March 2015 including a stay seven, pay five nights offer with complimentary return airport transfers, a bottle of Nautilus wine and a tropical fruit platter. n www.sale.cookislands.travel/packages
The Cook Islands’ Storytellers Eco Cycle tours offer a variety of mountain bike riding circuits to suit most levels of riding fitness and experience. Local Cook Islanders are passionate and knowledgeable about their culture, history and environment and enjoy sharing a love of their heritage with visitors. Clients can explore pathways running between the coast, the Ancient Coral Road and hidden valleys over a half day, including lunch and swimming. The pace is leisurely on the ‘Discover and Explore’ options, while the ‘Excite’ tours offer more challenging routes for fit and experienced bike riders. Tours are priced from NZ$69. n www.sale.cookislands.travel/activities
New ventures in Vanuatu Responding to the call for more softadventure experiences in Vanuatu, White Grass Ocean Resort recently announced it will introduce scuba diving to the island of Tanna. Malampa Travel has also launched a series of tours for Vanuatu’s outer islands, making islands such as Malekula and Ambrym more accessible. The tours feature soft-adventure activities such as trekking, canoeing and snorkelling, in addition to accommodation to suit various budgets. Ratua Private Island Resort also launched Ratua Air this year, a private, five-seater charter flight to offer better accessibility to the island which lies off the south east tip of Espiritu Santo. n www.ratua.com
THIS IS WHAT WE CALL A MORNING COMMUTE Discover Vanuatu with Air Vanuatu for $50! visit: www.vanuatuspecialists.com.au for agent airfare and accommodation details. Also sign up to become a Vanuatu Specialist with our online training! *Conditions apply. Taxes not included.
$50 www.vanuatu.travel
FLIGHTS TO VANUATU!
www.airvanuatu.com
south pacific
Norfolk Discovery Norfolk Island wholesaler, Norfolk Select, has released an eight-day discovery tour catering for singles, couples and groups. The Norfolk Discovery Tour includes four dinner shows, general interest tours and ample leisure time to explore the island. Day tour options include a half-day historic tour, a visit to a local hobby farm and a three-course progressive dinner. Travellers can also join a breakfast bushwalk and an afternoon convict settlement tour. Priced from $2550 per person twin share, the package also includes accommodation at The Governors Lodge Resort Hotel in an executive lodge with full breakfast daily.
Fiji posts cruising Boom
Small ship cruising is gaining traction in Fiji, with Australians representing a key tourism market for some reef escapes. Approximately 60% of passengers on Captain Cook Cruises’ Reef Escape are Australian travellers, according to managing director Jackie Charlton, who says awareness of small ship cruises is growing among Aussie travellers. Product is also improving over time, with Blue Lagoon Cruises earlier this year relaunching its flagship vessel Fiji Princess following a $1.2 million refurbishment. “This refurbishment has been a long time in planning and raises the bar of cruising experiences available in Fiji,” Blue Lagoon Cruises spokesperson Danielle Krista said. As part of the makeover, Blue Lagoon Cruises added more activities and released new itineraries with a maximum of four hours
NORFOLK ISLAND Experience 360° of connection, Reclaim time together, Free range family adventure, Natural, historic and cultural,
There’s more to Norfolk Island... Visit us online:
www.norfolkisland.com.au
360 OF CONNECTION
cruising time. It also updated its minimum age to 14 years which has “increased” the operator’s appeal with Australian couples, Krista said. “Our cruises are popular with people wanting to experience the ‘real’ Fiji rather than just sitting in a five-star resort for their holiday, and being a smaller boutique cruise ship means we can get very close to the beaches and islands,” she said. Blue Lagoon Cruises offers an accreditation program for agents to assist them in selling Fiji small ship cruising and Blue Lagoon Cruises. Once accredited, agents can gain points towards a free Blue Lagoon Cruise for themselves and a companion. Accredited agents are also eligible for special agent famil rates of $99 per person per night. n www.bluelagooncruises.com/agents
of FAMI LY
south pacific
Fiji Airways rolls out new in-flight enhancements Eighteen months after Air Pacific rebranded to Fiji Airways, the airline is continuing to enhance its guest experience with Business Class signature dishes designed by renowned Fiji-based Chef, Lance Seeto. Among other on board improvements, the airline has also launched a rejuvenated in-flight magazine and expanded duty free offerings. Departing FJ CEO Stefan Pichler, who’s now moving to Germany to head up airberlin, said: “More than a year ago, we set out on a mission to give our brand a meaning that embodies who we are as an airline, distinguishes us from the rest and represents Fiji as a people and a nation.” “As we continue to expand our fleet and network, what sets us apart is our cabin crew, who, like the people and country we represent, are renowned for their unique and genuine Fijian hospitality. With the new improvements on board, we have empowered them to elevate this service and deliver an experience that is fitting of a world-class boutique airline,” he said. The airline also launched its new brand
Lance Seeto
positioning ‘Welcome to Our Home’ last month as well as the ‘Last Friday Bula!’ program offering the latest sale fares on the last Friday of each month. Sign up to BulaMail for subscriber-only specials and promotions at www.fijiairways.com/bulamail.
Creative adds Jean-Michel The five-star Jean-Michel Cousteau Fiji Island Resort on the island of Vanua Levu is set to complete major renovations in the coming months, including a new bar and lounge, and new furniture in the luxury bures. Activity programs have also been refreshed for kids and teenagers, with independent rainforest walks, river tubing and billy go-cart building among the options. With a full-time marine biologist, the resort is also committed to introducing guests to the local marine life, while the iconic Bula Club offers daily activities and educational programs for children up to 12 years of age. Creative Holidays is offering five nights in a Garden View Bure from $2235 per person which includes a bonus night (stay five, pay four), all meals, wireless internet, airport transfers and a choice of spa treatments or scuba dives. The deal is valid until 20 December 2014 for travel from 6 January to 31 March 2015. travelBulletin NOVEMBER/DECEMBER 2014
53
Solomon Airlines timetable shuffle Solomon Airlines has released its northern winter timetable to improve connections for Australians and New Zealanders to the Solomon Islands. The timetable, which came into effect last month, provides passengers travelling to Honiara from Canberra, Sydney, Melbourne, Townsville, Perth and Auckland via Brisbane ample time to make seamless connections. The year 2014 has marked a number of milestones for the airline such as achieving Operational Safety Audit Certification, the launch of a revamped website and the appointment of a new reservations and administration supervisor. The airline also joined with two new partners, Airline Marketing New Zealand and GSA Cargo Services NZ, and celebrated its 52nd anniversary in October. Headquartered in Honiara, Solomon Airlines operates regular return services from Honiara to Brisbane, Vanuatu and Fiji as well as an extensive domestic network.
new zealand
kiwi wonders uncovered
by Lee Mylne
A
s New Zealand notched a record 2.8 million international visitors this year, Australia has been in the spotlight, with Aussie agents invited to attend a mega famil last month to keep them sending clients across the Tasman. Holiday arrivals – up 5.8% for the year to September 2014 – led the push which saw New Zealand’s international visitor numbers up to a record level 4.9% overall. The data, released by Statistics New Zealand, shows the number one market, Australia, maintained year-on-year growth with holiday arrivals up 4%. Marking one of the largest familiarisation and training events for Australian agents ever held by Tourism New Zealand, the mega famil saw more than 220 Australian agents venture across the ditch for six days of action. Groups bungy jumped, rafted and walked around the country, and ate their way across nearly every region of New Zealand. Marking the second ever NZ mega famil, Tourism New Zealand said the more expansive approach offered more 54
travelBulletin NOVEMBER/DECEMBER 2014
opportunities than staggered famils, with Tourism NZ general manager Australia Tony Saunders saying the approach had been well received by Australian agents. “Initial feedback has been extremely positive and we’re looking forward to hearing more from these agents as they return home and start selling New Zealand,” he said. Supported by Air New Zealand and Virgin Australia, the itinerary started with a full-day New Zealand training workshop in Auckland, meeting with regional tourism organisations and operators before heading out to experience New Zealand first-hand on one of 12 itineraries around the country. Trips and training focused on the products and regions that Tourism New Zealand showcases through its Australian marketing activity including coach touring, North and South Island touring as well as various special interest tours. Saunders reiterated the importance of the Australian trade, and stressed the need to differentiate New Zealand in a competitive trade landscape. “Trade training is a core element of the work that Tourism New Zealand undertakes, as the travel trade is an extremely valuable
tool in reaching potential visitors,” Saunders said, adding that inviting agents to New Zealand had “obvious pay-offs” for the tourism board. Saunders also pointed to the benefits of Tourism New Zealand’s online trade training program that allows agents to upskill in different regions and reach ‘100% Pure New Zealand Specialist’ status. At the same time, the next evolution of the 100% Pure New Zealand campaign, focusing on the concept of journeys, is live worldwide. Based on research showing the strongest marketing factor in visitor arrival growth is NZ’s association with The Hobbit films, the new phase of the campaign moves away from locations and introduces the concepts of ‘journeys’ and ‘storytelling’. Tourism New Zealand director of marketing Andrew Fraser said the research was backed up by the 2013 October to December International Visitor Survey that showed 14% of international visitors reported that The Hobbit movie trilogy had influenced their decision to visit New Zealand. “A core element of the campaign is the idea that New Zealand offers visitors a diverse range of experiences, all within close
new zealand
Agent Know-How Want to scrub up on your NZ product knowledge or secure a place on an upcoming famil? Tourism New Zealand told us how. How can travel agents get up to speed on their NZ product knowledge? Tourism New Zealand’s 100% Pure New Zealand Specialist Program provides agents with expert knowledge on New Zealand and its many regions through online training modules. n www.traveltrade.newzealand.com Where’s the best place to start if I’ve got a client sitting in front of me? Tourism New Zealand’s travel trade website offers a number of sample itineraries that will get you thinking about all of the varied attractions on offer. n www.traveltrade.newzealand.com/itineraries Which destinations are best suited to families, couples, adventure or romance? New Zealand is a land of diverse regions with distinct landscapes and stories. The traditional touring routes through the North and South Islands of New Zealand are perfect for families, couples and those seeking a sense of adventure. For something a little more romantic, New Zealand’s Hawkes Bay, Wairarapa and Marlborough regions are perfect places to relax and rejuvenate whilst tempting your taste buds with delectable food and wine offerings. What are Tourism New Zealand’s top picks for up and coming products? This year New Zealand is excited to launch ‘Nga Haerenga’, a network of over 2500km of cycle ways with 23 Great Rides spanning the length of the country. The best part is that these are suitable for visitors of all ages and cycling tastes. The multi-day trails offer a variety of basic to luxury accommodation, cafés and food stops along the way. n www.newzealand.com/au/cycling
proximity. We believe this captures one of New Zealand’s unique selling points. “It’s the idea that where one day you can be scaling Auckland’s Sky Tower, the next you can be standing next to an erupting geyser in Rotorua,” Fraser said. New Zealand has also been moving to attract Australia’s keen cyclists, heavily promoting Nga Haeranga, the recently completed New Zealand Cycle Trail Network. Tourism NZ recently exhibited at the cycling consumer show GO Bike Expo in Melbourne, alongside nine regional tourism offices and cycling operators from all over NZ. Tourism New Zealand director of trade, PR and major events, Justin Watson said attendance at this and other cycling trade and consumer shows reflected a strategy to actively target the international cycling sector as part of its focus on special interest activities. “Interest in cycling is significant across western markets, with Australia, the UK and the USA providing the largest volumes of cycle tourists to New Zealand each year,” Watson said. He said 81% of Australian “active considerers” were looking for a cycling-based holiday, with New Zealand on their shortlist.
And finally, how can agents join an upcoming famil? Members of our 100% Pure New Zealand Specialist Program gain significant advantages when promoting New Zealand. Not only do they benefit from increased knowledge of the country, but they also receive invitations to exclusive agent events and familiarisations to New Zealand.
travelBulletin NOVEMBER/DECEMBER 2014
55
new zealand
Christchurch recovery on track Strong support from Australia’s travel trade has helped Christchurch regain a foothold in the tourism market as it works towards a full recovery after the 2010 and 2011 earthquakes. During the NZ mega famil in October, Christchurch and Canterbury Tourism general manager marketing Rowan Townsend expressed gratitude for the Australian trade’s support, noting that travel agents had helped to “kick start” travel back to Christchurch and the Canterbury region. With holiday arrivals for September up year on year, recovery efforts are well underway, with new accommodation, restaurants and bars continuing to emerge. Creative art installations and theatre performances are also scheduled throughout the year to attract travellers to the region. Christchurch is also expecting a “strong summer season”, Townsend said, adding that trans-Tasman airline capacity into Christchurch Airport is up by 11%, marking the biggest gain since the earthquakes. Accommodation capacity in the city has been boosted by 25% with the reopening of four central city hotels – Novotel Christchurch,
Q&A
approximately 68% of its pre-quake level. Christchurch and Canterbury Tourism chief executive Tim Hunter said the hotel openings are a sign of progress for the region’s tourism sector, with the new convention centre slated to open in 2017 also expected to give hotel investors confidence to proceed with proposed developments. More than 794 cafés, restaurants and bars are now open in the city, with hospitality outlets now at more than 80% of where they were before the quake.
Australians have a strong affinity with NZ, representing the main tourism market for the country. On the NZ mega famil in October, travelBulletin’s Lee Mylne asked Nikita Porth from Flight Centre Maryborough what her clients are looking for.
What do Australians want to experience most when they cross the Tasman? Most Aussies mainly want to see the beautiful landscapes that they can’t experience here in Australia, as well as a great ski season and the Maori culture. Which island do they favour - North or South?
The South Island is definitely the favourite, as there is so much to experience and it is such a diverse landscape. What’s the number one selling point for Australian travellers? I’d have to say the diverse landscapes in Southland and Fiordland. Milford Sound, Doubtful Sound, Fox, Franz Josef, Tasman Glaciers and Aoraki/Mt Cook are also stunning and absolutely unique to New Zealand. I think New Zealand is a dip in the water for those looking do Canada or Alaska.
56
Heritage Cathedral Square, Quest Apartments and Hotel 115 – adding 300 new guest rooms to the central city’s inventory. The recently-opened 136-room Latimer Hotel, managed by Rydges, also joins the new 171-room Rendezvous Hotel Christchurch, while Copthorne Hotel Commodore has added 25 new guest rooms and suites and Airport Gateway Lodge has opened 32 new boutique suites. The additional hotel rooms bring Christchurch’s accommodation capacity to
travelBulletin NOVEMBER/DECEMBER 2014
What is the best time of year to visit? Probably during the snow season from June to August. However the summer season is great for getting outdoors and enjoying the countryside. What would you recommend for families/ couples/singles? The snow season is great for everybody. Self-drive is great for couples and families, as New Zealand is so easy to drive around and offers great value. Central Otago, Southland and Fiordland are especially great for couples as the landscape is beautiful, the accommodation is first class and the touring opportunities are endless. Singles would love Queenstown with the thrill-seeking activities and party vibe. It’s definitely a hot spot. How easy is it to up-sell NZ product? Very easy, as many people underestimate
what New Zealand has to offer. I think in many ways we look at New Zealand as our little brother who has a few pretty lakes, a mountain or two and some glaciers, but it has so much cultural diversity and the North Island is a bit of a mystery for many. The fact that New Zealand is so close to Australia and easily accessed makes it simple to create packages for Australian travellers. It’s easy to build a one-week holiday to Queenstown to a two-week selfdrive itinerary covering the entire country. Is price a factor for Australians looking at New Zealand a holiday destination? Definitely. When most Australians look at New Zealand they feel that it is a little cheapie holiday because it is so close and so familiar.
TODAY YOU ROAM OVER GOLDEN HILLS. TOMORROW YOU WILL BECOME A 100% PURE NEW ZEALAND SPECIALIST. Here’s a chance to set yourself apart with an expert knowledge in New Zealand and all its many regions. Join the 100% Pure New Zealand Specialist Programme. Members of the programme gain significant advantages when promoting New Zealand, through increased knowledge of the country and its regions as well as special events and ongoing training provided by Tourism New Zealand.
Tourism NZ
To find out more, visit traveltrade.newzealand.com
Every day a different journey.
p57
Waitakere Ranges, Auckland
www.traveltrade.newzealand.com
The green turtle drifts, paddles, wafts and wanders the Indian Ocean for 1,600 miles to get to a special place For the green turtle, that ‘special place’ is a beach in Africa. But for you, we really believe it’s here, with us, at Travel Counsellors. When you’re a home-based Agent with Travel Counsellors you don’t need to worry about paying suppliers, developing your business or even buying a laptop. Because, quite simply, we provide the very best support, tools and techniques - all at no extra cost. Make a move towards that special place.
...no need for you to drift, just get in touch Find out more at www.travelhomeworking.com.au Email the team at connect@travelcounsellors.com.au Have an informal, confidential chat on 03 9034 7079
Join in
careers
Future proof your career Get proactive, not reactive Adaptability and efficiency are buzz words in the travel business, but those skills alone won’t move you up the career ladder. Networks, new skills and planning are vital to a long and prosperous career, but getting started can be the greatest hurdle. We asked some of the industry’s leaders in recruitment and business management to share their tips on how agents can work towards their dream gig.
Q: How can travel agents maintain interest in their current role? Career advancement is an important factor for most employees, so it’s important to work for a company with room to grow. The type of company you work for can determine your potential for promotion. You don’t have to work for a huge corporation to progress, although these usually offer plenty of career possibilities at any given time. You want to look for a company that has enough going on so that you can be assured you’re not running into a dead end.
Part of that involves concentrating on doing the best you possibly can in your current position. Excellent performance reviews aren’t sufficient to get your career moving up, but they are necessary for it. So are good attendance, punctuality and a willingness to go the extra mile when the company needs it. Seeking out new skills is also a great way to make your mark. Take on new studies to stretch your current skill set, whether it’s gaining formal ticketing qualifications or completing a business management degree. Taking on temporary projects can also be a great way of broadening your skills and networking with people from other areas of the company. Speak to management or HR
and register your interest. Building a strong relationship with a manager or someone higher up the chain can also open a lot of doors. For one thing, you’ll probably learn a lot about the organisation and the jobs you may want to pursue in the future. If, for whatever reason, you seem to be at a dead end with your current employer, it’s time to broaden your horizons. This can be hard if you feel a loyalty to your employer, but ultimately you do need to do what is in the best interest of your career.
C&M Travel Recruitment director Melissa Schembri
travelBulletin NOVEMBER/DECEMBER 2014
59
careers
Plan your next step It’s never too early to start setting career goals that will set you in good stead for the future, and as AA Appointments managing director Adriana D’Angelis explains, there’s no time quite like the present.
start planning Long term goals help you focus on further education or training you may need in the future. They also help you think about what jobs you may want to pursue in the future, so sit back and start thinking. For example, if you are currently in wholesale reservations, do you want to eventually become a product manager or would you rather become a sales representative? Start planning now to get the most out of your career.
Q: What are the key tips to crafting a winning resumé? Preparing a resumé can be a daunting task, so it’s important that you put some time and thought into it. Remember that you need to make your resumé stand out, so the key is to sell and establish yourself as a professional. Often the employer will have hundreds of resumés to read through, so if you don’t catch their attention within 10 seconds, you may be overlooked. A resumé needs to be easy to read, concise and have no spelling mistakes. Another tip is to try and keep it to a maximum of three pages in length. Here’s a quick format guide: n Qualifications – start with your most recent experience.
do your research
take action
Once you have an idea about your goals, do your research. This may involve speaking to a mentor and asking their advice on how they secured their dream job. Ask them for advice and try to apply it to your own career journey. It’s also worth reading up about courses or requirements and attending career fairs for valuable input on how this can be achieved.
n Employment History – Keep it relevant and current, and make reference to any gaps in employment. Include job titles, dates of employment and key responsibilities. n Achievements – List key accomplishments or sales figures for each role. This is your chance to sell yourself. n Personal Interests – Keep it short and emphasise qualities which are relevant to the job. n Referees – You don’t have to disclose these on your resumé, but have them handy at an interview. When constructing your resumé, consider the role you are applying for and note any of the key selection criteria. Be sure to highlight where you may have used these skills in your previous positions. Make sure you proof read your final draft and have someone else look over it as well.
Once you have done your research and planning, the key is to have a plan of action and follow it through. Set yourself realistic timelines and short term goals to help get you there. With effective planning and action, you are on the right track to a successful long term career in travel.
If you are having trouble, there are many professional services that can help you put together a winning CV. Your resumé is a representation of yourself and it needs to stand out to secure that all important job interview.
inPlace Recruitment marketing manager Kristi Gomm
Learn to dive. Make a splash.
If you’re looking for a rewarding career in hospitality, retail or tourism, let us help. 1300 113 492 careers@fcappointments.com.au fcappointments.com FCAppointments Tibbar Global Pty Ltd (ABN 55 126 180 112) trading as FC Appointments. ATAS Accreditation No. A10412. FCAPPO62952
FCAppts
www.travelbulletin.com.au EDITOR Ian McMahon (03) 9568 4464 or mobile 0414 320 321 imcmahon@travelbulletin.com.au
careers
travelBulletin is published by Business Publishing Group Pty Ltd ABN 47 112 661 613
DIRECTORS AND ASSOCIATE PUBLISHERS: Eddie Raggett (Sydney) and Ian McMahon (Melbourne)
Commit to change FEATURES EDITOR Kate Atherton – 0412 254 762 katherton@travelbulletin.com.au
NATIONAL SALES SYDNEY OFFICE MANAGER (02) 9969 6683 Eddie Raggett (02) 9969 6683 PO Box 492 Mosman Behind every good or mobile 0408 agent 289 599 is ambition and enthusiasm, but NSW 2088 eraggett@travelbulletin.com.au success goes beyond talent and good sales skills. Forging MELBOURNE OFFICE HAWAII (03) 9568 4464 a lasting career in any discipline takes commitment, action Eddie Raggett (02) 9969 6683 Box 818, Carnegie or mobile 0408 289 599 and constant review, as Travel Counsellors Victoria 3163 general manager eraggett@travelbulletin.com.au
Tracy Parkinson explains. PRODUCTION
CO-ORDINATOR Marlene Poon – 0407 676 177
Assess yourmpoon@travelbulletin.com.au goals: Understand your personal and career goals, your ART DIRECTOR interests, preferences, strengths and weaknesses. If you enjoy your Wendy St George Audited – circulation wstgeorge@travelbulletin.com.au work, you will feel more satisfied in your CAB personal life. 5918* *Average net circulation Apr 2012-Mar 2013 Identify a path: Look for roles that fit your interests and abilities, and consider how they relate to your ultimate goal.
SUBSCRIBE TO
travelBulletin
Develop targets: Set your short and long term goals and develop realistic timelines to achieve your target. Get thinking: Develop and implement a career strategy. Consider what skills will you need and who are the best people to learn from.
ONLY $50 A YEAR*
Review: Monitor landmarks and timelines, and adjust your career strategy accordingly as time progresses.
**And travel agents pay only $30 for a full year’s subscription to travelBulletin Strike a balance: Achieving an optimal work-life balance should
always be taken into – toit’s the key to a lasting Join the rushaccount to subscribe travelBulletin, the maintaining monthly publication that makes sense of the electronic news bombardment. career in travel. Why pay $149 a year for a travel industry newspaper when travelBulletin provides comprehensive industry coverage for only $50 a year (even less if you’re a travel agent).
Jump in,
To: travelBulletin subscriptions ABN 47 112 661 613 PO Box 7043, Banyule Victoria 3084
I am a travel agent and enclose cheque or money order for $30 (inc. GST) to cover 12 months subscription to travelBulletin I am not a travel agent and enclose cheque or money order for $50 (inc. GST) to cover 12 months subscription to travelBulletin
the water’s great.
Name ...................................................................................................................
Job title ................................................................................................................ Agency name .................................................................................................... Company / organisation ............................................................................... Address ............................................................................................................... .................................................................................................................................
Email .................................................................................................................... PRIVACY POLICY: Like you, we abhor spam. We do not pass on email addresses (or any other details of subscribers) to third parties. We may from time to time contact you with information we believe may be of interest to you such as breaking news items, registration renewal notices and promotional offers. To opt out of receiving these, tick this box *Overseas subscriptions: $70 a year (Asia Pacific), $90 a year (rest of world) **Offer not valid outside Australia
Looking for job ready staff? Take a dip in Australia’s most qualified talent pool for hospitality, retail and tourism industries. 1300 113 492 careers@fcappointments.com.au fcappointments.com FCAppointments
FCAppts
Tibbar Global Pty Ltd (ABN 55 126 180 112) trading as FC Appointments. ATAS Accreditation No. A10412. FCAPPO62952
WANT YOUR executive CAREER SEARCH HANDLED CONFIDENTIALLY?
WANT YOUR CAREER SEARCH HANDLED BY AN EXPERT? CALL AA ARE YOU TECH SAVVY?
DOES ONLINE EXCITE YOU?
PRODUCT MANAGER SYDNEY EXCELLENT SALARY PACKAGE
ONLINE PRODUCT MANAGER PERTH EXCELLENT SALARY PACKAGE
This key role will see you influencing a team to deliver the overall commercial performance of this technical product to meet market requirements. You will be liaising with key stakeholders and third party developers to ensure the market requirements are met. **JOB Essentially, you will have aOF strongTHE technicalWEEK** background; have excellent commercial acumen, plus account management and ONSITE leadershipCORPORATE skills.
Are you well connected and have strong commercial relationships? Have you worked across various mediums in B2B, have strong product knowledge and are target driven? If so, you may be the perfect match for this new role. Essentially you will **NEW ROLE** come from selling and relationship driven background. You will have proven negotiation skills and excellent verbal and written ACCOUNT MANAGER communication skills.
CALL AA
TEAM LEADER SYD – EXEC SALARY $80K + + MIX IT IN proven THE leadership MICE MARKET You UP will need skills and have BUSINESS DEVELOPMENT MANAGER exceptional knowledge of corporate travel to BRISBANE – SALARY PKG $100K OTE + be successful in this new role. Always wanted Experienced the MICE market Queensland? Knowishow to toinwork directly forinyour client? Now your drive and chance, get new business overgiant the line? comeupand join own this this global areThen setting their leading event management company in a newly created role. This travel team in-house, we need an experienced BDM role will reward you like no other in the market currently – Corporate TL or 2ICleadership who is looking new amazing incentives, inspirational and long for terma career challenge and MICE something very different, development. Proven sales experience a must.great opportunity to steer your career in a new direction, Interviews have commenced.
INSIDE SALES SYD – EXEC SALARY $70K PLUS ROAD JACKis Here isHIT a roleTHE where career progression INDUSTRY SALES MANAGER guaranteed if you perform well. Looking for a role MELB – SALARY PACKAGE to $80K+ to advance your way to an on the road position? DoOur you client have the to make impression with thetoVIC travel is ability looking for a an focused individual agency market be remembered? This fantastic travel product manage andand foster long term business relationis looking for a new sales manager to take over the VIC territory ships as well as new business. You will ideally and manage the relationships across the state. You will be self come from a front where you motivated working fromline yourconsulting home basedrole office and be willing to used your skillssales to maintain andAgrow an attitude gethave out and about to build in your region. go-getter will winThis here!role will create existing or new database. many opportunities for the right person.
GOOGLE THIS
DON’T YOU DESERVE MORE?
ONLINE INDUSTRY SALES/PRODUCT MGR **NEW ROLES** SYDNEY – SALARY PACKAGE OTE $120K
CORPORATE BDM X 4 COMBINE YOUR AM AND OTE MEL, SYD & BNE– SALARY PACKAGE $120K+ HERE SALES SKILLS
If you are passionate about product andACCOUNT have established key CORPORATE relationships, this dynamic travel online provider MANAGER X 2 needs you! Due to expansion they are looking to grow their sales team. SYDNEY SALARY PACKAGE $$ Your primary objective will be to develop and secure dynamic INCENTIVES travel products from new+and existing clientele for their direct consumers. be rewarded salary andtoenjoy YouYou willwill have the skillswith anda top knowledge drive working in a fun, funky environment.
If youKEY have the passion for sales and love building new ACCOUNT/SALES relationships your talents will be rewarded here. You’ll be joining MANAGER a leading corporate TMC offering a long term career and the real opportunity ofSYDNEY progression. With a leading brand – $100K ++ behind you, you’ll be able to take aim at an amazing salary package and work with You’ll be joining a global organization delivering fantastic unique clients.
management and you have managed event teams, this is a rare opportunity to join an industry leader. You’ll be well versed in the creation and delivery of unique, motivational and exciting events for corporate clients, including incentive groups, conferences and HUNTING SKILLS launches. YOUR Top salary package and global career progression WILLonWORK HERE offer.
relationship skills? In this challenging role you will liaise with product managers and retail businesses to identify new business opportunities along with maximising current supplier relationships. Working on a large marketing strategy your knowledge of the JOIN THE industry and strong businessFASTEST development skills will be the GROWING SECTOR key to success.
solutions for your clients improving expenditure and creating a lasting impression which will retain clients for the future. As a master of LOVEbuilding ORGANISING BIG relationships you will TICKET know how to EVENTS? develop those key connections and gain their SENIOR EVENTS DIRECTOR/ TEAM LEADBe trust in your ability to do the best for them. SYDNEY – SALARY OTE $90K+ rewarded with a PACKAGE great salary and stable work company thatconference see growth year onprogram year. If your experience lies within & incentive
cutting edge solutions to the travel industry, all the while strengthening your relationship across the industry. If you’re hungry for success, KNOW TO SCHMOOZE recognition and HOW career progression this company YOUR will offer you all that SUPPLIERS? and more. We are looking PRODUCT SPECIALIST for someone with a mixture of Sales and Account BRISBANE – SALARY PACKAGE TO $85K Management for this position, Sales is a must. Are youindustry a smart negotiator? your supplier Strong contacts isPride alsoyourself highlyondesirable.
IN TRAVEL CORPORATE BDM – SME CRUISE OPERATIONS SYDNEY/MEL/PERTH SALARY AUSTRALIA’S MOST EXPERIENCEDMANAGER PACKAGE $80k + Bonuses SYDNEY – EXEC SALARY PKG EXECUTIVE RECRUITMENT TEAM Do you prefer doing business face to face? Like Do you have impeccable management skills schmoozing with company MD’s instead of within the cruise market? Have the ability to pitching travel procurement managers or board manage a busy operations team whilst Email: executive@aaappointments.com.au of directors? Then it’s time to take your strong overseeing product and documentations? This sales and client relationship skills to this award VACANCIES company isVISIT looking for an operations manager FOR MANY MORE EXECUTIVE OUR WEBSITE winning TMC where you will be rewarded for your with exceptional cruise experience. You will work www.aaappointments.com efforts with a lucrative salary package plus comto create a solid team working environment mission. Effective leads, supporting co-ordinators whilst focusing on the development of the and a premium brand name will set you on the department including product offering and road to success. travelBulletin June 2013 itinerary planning.
Ph: 02 9231 2825
AUSTRALIA’S MOST EXPERIENCED EXECUTIVE RECRUITMENT TEAM
Ph: 02 9231 2825 Email: executive@aaappointments.com.au FOR MANY MORE EXECUTIVE VACANCIES VISIT OUR WEBSITE www.aaappointments.com
the last word
Celebrity spotting
FUN Facts: Did you know…
London is the most visited city on the planet with around 30 million international visitors each year. When other Brits are thrown into the mix, London clocks up around 26 million overnight visits each year. Around six million cubic feet of water pours through Niagara Falls every minute. That’s enough to fill a million bath tubs to the brim in just 60 seconds.
Send your celebrity pics to celebrity@travelbulletin.com.au and keep your eye out for the next issue of travelBulletin.
These travel industry representatives couldn’t wipe the smile off their faces when they rubbed shoulders with Glee star Mike Chang in New York’s Central Park on New Year’s Eve. Pictured from left are William Kaafi, Creative Cruising; Harry Shum Jnr who is better known as Mike Chang from Glee; and Jessica Jones of Azamara Club Cruises.
It is estimated that around 70% of Americans don’t have a passport and 40% have never moved away from the town they were born in. It took a whopping 22,000 people to build the Taj Mahal, including labourers, painters, stone cutters, embroidery artists and more. Moscow has more billionaires per capita than anywhere else in the world – 79 to be exact.
In the Hot Seat DBT managing director Donna Meads-Barlow takes some time out with travelBulletin to share her travel tips and reveal what makes her tick when she’s on the road. 1. What has been the highlight of your career so far? I would have to say opting for diversification in my business and taking risks by working in new areas. 2. What’s your favourite holiday spot? Anywhere on a cruise – Greek Islands, Turkey and the Med are fabulous. Also, Alaska should be on everyone’s bucket list! 3. Favourite childhood memory? Hmmm, probably my first family holiday to Norfolk Island.
4. Most exotic destination you’ve visited? The Middle East – anywhere that is far removed from the world we live in inspires and intrigues me. 5. The one thing you can’t leave home without? My phone and credit card. They keep me connected and cashed up. 6. What’s the most common item you leave at home? My attitude and the right travel adaptor for where I’m visiting. 7. Most embarrassing travel story? When I thought I could take on Somalian pirates. I ended up under the bed thinking I was about to have an out of body experience. I was so petrified! 8. What three features do you look for when choosing a hotel? Free wireless, an executive lounge and a swimming pool. Recognition of my hotel loyalty would also be a plus.
Gadget corner With enough travel gadgets on the market to sink a ship, there are plenty of doozies out there. But we had to give this one a special mention for its potential. This tiny fivemegapixel camera clips onto your clothes and does all the work for you – automatically snapping a photo every 30 seconds when it’s switched on. An accompanying app also lets you save, organise and search your images. These beauties start from just US$279 from Narrative Technologies. Genius invention or useless gadget? We’ll let you be the judge.
62
travelBulletin NOVEMBER/DECEMBER 2014
9. What is your favourite piece of luggage and why? My laptop with internet – it keeps me in touch with my team, my children and the world. 10. Your top travel tip? Get yourself into the time zone of your onward destination. 11. Who is one person you wish you could sit next to on a plane? Robbie Williams. 12. What’s one food you would like to see added to an airline menu? Savoury crepes. 13. Best part of your job? Travelling the world, meeting new people and challenging my team. 14. And the worst? Fitting everything in and managing my time. There just never seems to be enough hours in the day. 15. Where are you planning to travel next? I’m off to Spain for EITBM.
WE ARE THE
MALDIVES
EXPERTS MALDIVES 15/16 BROCHURE OUT NOW!
ORDER NOW AT TIFS OR BROCHUREORDERS@AU.PINPOINT.BIZ
With 14 years experience, a new and expanded product range and a choice of airline partners or land only packages, Freestyle Holidays makes it easy to book the Maldives.
CALL 1300 665 470 FOR MORE INFO pinpointtravelgroup.com.au/freestyleholidays *Conditions apply. Freestyle Holidays is operated by Pinpoint Travel Group
Feet in Australia Heart in Europe When our guests come back from their trip why do they tell us that they’ve had an incredible holiday? Maybe it’s because they discover how our Insider Experiences open up their understanding of a destination. Perhaps it’s because they love the way we invisibly take away all of the usual travel hassles. Whatever their reason, if they return home with memories to treasure forever, we’ve done what we love SAVE your doing best. clients up to
$1,735* Per couple until 18 DEC 14
“Thanks, Trafalgar, for a great trip with lots of memories”
Carol, Trafalgar Guest, Jul 2014
To get The Real Deal for your clients call 1300 78 78 78, visit www.trafalgar.com, or see your local Sales Manager.
#TrafalgarInsider *$1735 saving per couple ($867.50 per person) based on maximum 10% Early Payment Discount saving on European Supreme with premium cruise departing between 6 August – 10 September 2015 when paid in full by 18 December 2014. Bookings post 18 December 2014 may qualify for the 7.5% Early Payment Discount. Conditions apply; visit www.trafalgar.com. TT3623