April 2010 Issue 4 Vol. 5
An ITP Business Publication
Licensed by Dubai Media City
SAA TALENT COMP | TOURISM IRELAND | TRIED AND TESTED | ARABIAN TRAVEL NEWS AWARDS
Contents News
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03 News Agents stop selling BA due to strikes; airlines in India forced to pay commission; Etihad launches an in-house DMC.
06 ATN Awards Nominate now for the first ever ATN awards happening in May.
10 News analysis Many airlines are cutting first class cabins but will this be bad for business in the long term?
12 Cruise Norwegian Epic to have largest spa; Crystal launches space packages, RCI grows Euro fleet.
13 Luxury Odysseus launches its new brochure with Spain as hot pick.
14 Tourism Boards ADTA unveils its new initiative to boost visitor numbers.
15 Airlines Air France launches new route.
16 Accomodation IHG opens its biggest Holiday Inn Express; The Meydan launches in time for the Dubai World Cup.
18 MICE Cheaper hotel rates look set to attract the MICE market.
19 Tools Amadeus launches SMS solution; Travelport helps with commission.
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Q&A 22 Interview ATN chats to Ali Abu Monassar ex-head of Net Group about his newly launched DMC The Vision.
Skillset
28 Mystery shopper This month Ethos Consultancy mystery shoppers revisit some top performing agencies from 2009 to see if they’ve been able to keep their standards high.
How to sell
20 Arabian Travel Market 30 South Africa ATM is on again next month.Here’s why you can’t afford to miss it.
26 Tried & Tested ATN checks out the Fairmont Bab Al Bahr in Abu Dhabi.
With the World Cup kicking off in June, now is the perfect time to sell football packages to your clients - just don’t forget what else this destination has to offer.
Agent action 36 Shamrock Agents A training initiative from Tourism Ireland, Shamrock Agents proves to be a big hit with over 100 agents signing up to complete the course ATN finds out what it’s all about.
38 SAA calls for talent SAA is on the hunt for talent in the travel trade with the launch of its ‘Come live your dream’ 2010 modelling and dance competition.
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39 New recruit Suman Bose, the new sales manager at Mercure Grand Hotel tells us about his new position.
40 Five minutes with... Averil Clarke chats about her new role with Chase Travel in Dubai.
April 2010 – Arabian Travel News
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News
News
Agents stop selling BA due to strikes Walkout by cabin crew leads to cancelled flights to Dubai, Doha and Bahrain STRIKES Local travel agents said they had stopped recommending British Airways to their clients, following the commencement of strike action by BA cabin crew. More than half a million British Airways passengers, including those travelling on flights from London to Dubai, Bahrain and Doha, had their travel plans disrupted when BA cabin crew staged a three-day walkout from 20th March. The Unite trade union called for a series of strikes by up to 12,000 flight attendants, with another four-day stoppage planned from 27th March and further strike action to take place after 14th April if a deal on pay and working conditions still has not been reached. Agents said the uncertainty caused by the industrial action had forced them to recommend alternative airlines to their customers. Mark Reed, general manager, Arabian Pacific Travel & Tourism LLC told Arabian Travel News: “Arabian Pacific made
BA cabin crew staged a three-day walkout after talks with the airline over pay broke down.
a commercial decision several weeks ago to stop selling BA from our flight options as we felt with the ongoing threat of strike action our clients would be best advised to book alternative options.” “If the client is insistent on booking BA we would take it on a case by case basis and make them fully aware of the process and time period for refunds if cancellation was required.” Reed added that the
strikes had ‘tarnished’ the image of British Airways and would lead to a major loss of business for the airline. “The strikes mean that people can’t plan properly and can’t assume if flying BA they can get from A to B on their required dates and times without any disruption. It is difficult as even loyal BA followers probably support the airline and not the union. “The tarnished image and the perception of the cus-
tomer not coming first again will take a long time to repair, if ever. BA will struggle to get passengers back who switch to other airlines; even if they offer very aggressive prices once they settle their differences. The problem is it is their front end and BA Executive club customers who will really feel let down and whom the airline should want to keep and not the price conscious shoppers who will not show airline loyalty anyway.”
Adeel Ahmed, supervisor OutBound Dept, Belhasa Tourism & Travel agreed that the strikes would do major damage to business for BA: “British Airways is one of the most prestigious airlines, but if [cabin crew] go on strike they will definitely lose quite a lot of business, and as you know the recession is still not over yet.” A spokesperson for BA confirmed that the strikes had affected flights going to the Middle East. “We have cancelled two flights on the London-Dubai route on March 21 and March 22. There has been no impact on Jeddah, Riyadh, Kuwait, Abu Dhabi or Muscat. Two flights on the London-Bahrain-Doha route have also been cancelled.” Passengers affected by the strikes have been told they can claim a full refund. “We have proactively contacted passengers whose flights have been affected by the strikes in order to rebook, reroute or refund their flights,” said the spokesperson.
Dubai is cheap enough says Starwood ROOM RATES Ahmed Baki, regional director of sales & marketing Middle East for Starwood Hotels & Resorts has refuted those who claim that Dubai still remains too expensive as a holiday destination. “I just came from Moscow and Kiev where the room rate in an off-season period is 350 Euros (1,757.87 AED), so I
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really don’t understand what is this perception of Dubai still being expensive? What do you call expensive?” he told ATN in an interview. “Dubai is competitive,” said Baki. “It’s holding its position. It’s not going cheap, and it’s not going overly expensive. It’s affordable to the right customer for this destination.” Baki added that thanks to
cheaper room rates and promos, demand for Dubai this year was booming again. “There has been some repositioning of Dubai into a different price tier which created a lot of demand for the destination. Even though people are availing special packages and promos it is attracting a new market that never existed before, and a new segment that didn’t
come before. Occupancy levels are climbing.” He added: “We are going to ITB [a travel trade show in Berlin] next week and I can tell you that whatever we are paying at ITB is much more than whatever we would be paying in Dubai.”
April prrilil 20 p 2 201 2010 01 0 10 – A 10 Ar Ara Arabian raabbia ra bbiia ian Trav TTravel raavveell N ra rav New Ne News ews ew ws
Ahmed Baki
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News
Airlines in India must pay commission DGCA tells airlines they must reinstate commission payments to travel agents COMMISSION International airlines operating in India could be forced to start paying commission to travel agents again following a directive issued by the Directorate General of Civil Aviation (DGCA) in March. Thirteen international airlines started operating a zero commission system from November 2008 in a move fiercely opposed by travel agents in India. The regulator has asked that the airlines reconsider this policy and negotiate new commission terms with travel agents. Rajji Rai, president, Travel Agents Association of India (TAAI) which spearheaded a campaign against zero com-
Singapore Airlines was among the international carriers to introduce zero commission in India.
mission said the directive was a big victory for travel agents in India. He told The Hindu: “We still have to meet with the airlines to thrash out the commission payable to us…We are very comfortable if the commission goes back to pre-November 2008 levels of 5 percent, although
DTCM to train tour guides TRAINING The Dubai Department of Tourism and Commerce Marketing (DTCM) has launched a number of training initiatives for those working within the tourism sector, including tour guides, hotel receptionists and concierges. Director general of DTCM, Khalid A Bin Sulayem, said, “The department plays an important role in developing the tourism sector through train-
ing courses for those working in the industry. Our goal is to provide quality services to tourists and visitors, be it authentic information about the destination or the services rendered to the hotel guests and others.” There is also an ongoing push to encourage UAE nationals to join the industry. There are currently 720 nationals employed in tourism, 91 of whom work as tour guides. DTCM has set up a special task force to tackle this issue.
720 04
number of UAE nationals working in the tourism sector
Arabian Travel News – April 2010
the rate has to be negotiated.” So far no deal has been reached. Despite strong opposition among many agents in the GCC for zero commission, Leo Fewtrell, manager, Dubai Travel and Tour Agents Group (DTTAG) told Arabian Travel News that it
was unlikely such a decision could ever be replicated in this region. “It will certainly be interesting to see if the airlines are forced to re-introduce commissions to the agents. If so, it will certainly buck the global trend and be a salutary lesson to many of the
carriers,” said Fewtrell. “As far as it being mirrored in the GCC, I personally have my doubts. The Indian agents are able to work together to face such problems and also get strong support from the Indian Directorate General of Civil Aviation. Airlines that discontinued commissions will be reluctant to recommence, particularly in the current economic scenario.” Fewtrell added that the reversal of zero commission would not always be a positive step: “Certainly it would be beneficial for many agencies but not for those who would immediately revert to undercutting and discounting the commissions to the consumers yet again.”
Singapore Airlines ditches First Class on new A330 Singapore Airlines introduced its brand new Daily Airbus A330-300 in Abu Dhabi in March - minus a first-class cabin. The new planes, which started flying from Singapore to Abu Dhabi on 29 March have replaced the old Boeing 777s, and are configured in a two-class layout with 30 Business Class and 255 Economy Class seats. Singapore Airlines said it had removed the first-class cabin due to a drop in demand for premium travel. “Demand for first class has dropped in certain sectors, especially the medium haul sector,” said Desmond Lim, manager Abu Dhabi, Singapore Airlines. “Last year, because of the economic downturn there were a lot of changes in the travel policies of multinational companies which would generally choose premium travel. “We have always modelled our cabin according to market requirements so
Singapore Airlines officials at the launch.
we see that the demand for first-class is more on very long haul sectors rather than medium and short haul routes, so we tailor our product accordingly.” The new A330-300s offer an enhanced business class section, with lie-flat beds, and iPod ports. Jose Thachil, marketing manager Gulf, Singapore Airlines said: “Although there is no first class, the business class cabin offers a lot more comfort and luxury for our customers.”
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ATN Awards
Are you a winner? First Arabian Travel News Awards to celebrate the industry’s unsung heroes
AWARDS Travel agents in the Middle East are to have their very own dedicated awards night, hosted by Arabian Travel News on 6th May 2010 in a glittering ceremony at the Park Hyatt Hotel in Dubai. The Arabian Travel News Awards will celebrate excellence in the Middle East’s travel agency community. We are looking for passionate people who go the extra mile - whether this means staying late to complete a tricky holiday package, or lobbying suppliers to improve travel agency terms for the benefit of all. From frontline staff who strive to improve product knowledge and customer service skills, to agency managers who manage to hit target while keeping teams motivated and inspired. And not forgetting the the back-office staff who keep the business running smoothly; the IT gurus who know their GDS from their CRM; the HR and training managers, plus the number crunchers who chase up client accounts and commission payments – we are looking for you! The winners of these awards, the first of their kind in the Middle East, are the unsung heroes of the travel industry.
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Categories for the Arabian Travel Awards 2010: BRANCH MANAGER OF THE YEAR This award goes to the travel agency branch manager who has gone beyond the call of duty: driving sales, training staff and inspiring and motivating their team. LEISURE TRAVEL AGENCY MANAGER OF THE YEAR This manager must passionate about outbound leisure travel. Not only can they manage a travel agency efficiently in terms of driving sales, but they ey know how to train, motivate otivate and reward their staff aff too. LEISURE SALES AGENT T OF THE YEAR This agent works orks on the front line, has good destination knowledge, nowledge, shows initiative, ve, strong up-selling and nd customer service e skills. He is passionate sionate about leisure travel taking part in training, raining, fam trips, workshops orkshops and trade events nts whenever possible. CORPORATE TRAVEL AGENCY MANAGER NAGER OF THE YEAR This managerr is passionate about ut corporate travel and an expert customer mer relationship manager.
Arabian Travel News – April 2010
Not only can they manage a corporate travel agency efficiently in terms of driving sales, but they know how to train, motivate and reward their staff too. CORPORATE SALES AGENT OF THE YEAR This travel agent works on the frontline and shows initiative and strong customer service skills. This agent is passionate about corporate travel, taking part in training, fam trips, workshops and trade events. TRAVEL MANAGEMENT THE YEAR CEO OF TH This awar award goes to a CEO or M MD who is an expert exper in his or her field and is not only adept ade at runTMC, but has ning a TM shown leadsho ership by ers appointing and empowering a strong team of corporate travel experts. HR MAN MANAGER OF YEAR THE YEA This aw award is for someone who has someon championed staff champio training, motitraining vating sstaff about career progression, going goin beyond the call of duty looking after the agency’s workforce. workf
IT MANAGER OF THE YEAR The IT Manager of the Year is a whiz when it comes to installing user-friendly IT systems – from accounting to GDS – that make the agency more efficient and make life easier for everyone. They must also champion IT training for staff and liaise with IT and GDS suppliers on a regular basis to ensure the agency is up-todate at all times. FINANCE MANAGER OF THE YEAR A responsible, trustworthy and loyal character deserves this award. Not only do they pay the bills, manage large cash floats, and pay salaries, but they do the dirty work and chase-up cash owed by clients. Their numbercrunching skills are essential to balance the books. MARKETING MANAGER OF THE YEAR Creativity, style and endless enthusiasm are key attributes to win this award. They are responsible for creating a travel agency’s personal-
ity, brand image and awareness in the marketplace. The nominee should be known for their ability to manage members of the press. AGENT NEWCOMER OF THE YEAR This enthusiastic agent should have joined the industry in the last year and have shown boundless enthusiasm for the job, being keen to learn, working extra hours if necessary and taking every opportunity to learn the skills he or she requires to be a top-class travel agent. LIFETIME ACHIEVEMENT AWARD Old-timers are the very essence of the travel and tourism industry. They’ve seen it all from commission abolition to the changeover to e-ticketing, and they’re still alive to tell the tale. This industry stalwart is a role model in the region’s travel community and has made an outstanding contribution to the industry throughout their career.
WHAT: ARABIAN TRAVEL NEWS AWARDS 2010 WHEN: 6TH MAY 2010 WHERE: PARK HYATT HOTEL, DUBAI HOW: The Arabian Travel News Awards 2010 are open to all individuals working in the Middle East. To enter the awards, nominate a colleague or to book a table for this unmissable event please visit: www.hoteliermiddleeast.com/atnawards/
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News
‘Kids go free’ in bid to boost tourism Dubai launches major summer promo in a bid to ramp up visitor numbers MARKETING Dubai has launched a major promotional campaign, in a bid to boost visitor numbers over the traditionally slow summer period. The ‘Kids Go Free’ campaign has been launched for the second year in a row, in partnership between Dubai Tourism & Commerce Marketing (DTCM), Emirates Airline, over 80 hotels, The Dubai Mall, the Department of Residency, and local destination management companies, to offer families incentives and savings on their trip to Dubai this summer. The offer allows two children up to the age of 16 free flights on Emirates, tourist visas, accommodation, meals, rides on the Dubai metro, airport transfers, and access to numerous attractions in Dubai when accom-
Two children up to the age of 16 can holiday for free in Dubai this summer with their parents.
panied by two paying adults. Families also get a discount booklet for Dubai Mall. The promotion doubles up on last year’s offer, when only one child was invited from each family to holiday for free. Richard Vaughan, Emirates’ divisional senior vice
president, commercial operations worldwide said: “Our ‘Kids Go Free’ offer was immensely successful last year, attracting over 20,000 passengers from 70 countries to Dubai. This year, we are delighted to be able to expand on the offering by
partnering with DTCM and bringing more Dubai travel and hospitality partners onboard. “We look forward to helping families enjoy their summer break, starting from their journey onboard Emirates. Our in-flight service
offers a wide range of special meals suited to our young travellers, and also interactive games, TV channels and movies on-demand - ensuring every member of the family is entertained.” Saleh Mohammed Al Geziry, director, overseas promotions & inward missions, Government of Dubai (DTCM), said: “Dubai is the ultimate family-friendly holiday destination. Besides the numerous world-class attractions, Dubai is a very safe city, it is easy and affordable to get around by car, taxi or our newly-opened metro, and our international resident population makes it easy for any travelling family to feel right at home. There is something for everyone, and we want to encourage more families from around the globe to come to Dubai and experience it for themselves.”
Banyan Tree rewards top agents with free hotel stays INCENTIVE Banyan Tree Hotels & Resorts has unveiled its revamped Xtraordinary Travel Consultants (XTC) programme which aims to reward travel agents who secure bookings at all Banyan Tree and Angsana properties. The programme is available to travel consultants via either a qualifying selection process or by-invitation-only basis and privileges include preferential rates for accommodation, dining and spa treatments, as well as the opportunity to enjoy an all-expenses-paid
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one-week holiday for two at a selected Banyan Tree or Angsana retreat. “Through the XTC programme, we want to show our appreciation to our valued travel partners who have been instrumental in our growth from a single boutique resort in Phuket in 1994 to close to 30 resorts around the world today via a meaningful, exciting platform,” said Audrey Chung, assistant vice president, Global Marketing Network, Banyan Tree Hotels & Resorts. “We launched XTC in selected markets like the UK, Singapore, China and
Arabian Travel News – April 2010
Agents have the chance to stay for free at a Banyan Tree resort.
France, in 2009, and because it was well received by the travel agents, we decided to expand it into a worldwide
programme this year,” added Chung. “To date, since our launch on 22 February this year, we have received over
400 enquiries from interested agents around the world.” Members can track their progress on the dedicated XTC website banyantree. com/xtc, access useful tips and insider’s information on choice destinations, as well as receive updates on the latest promotions. Agents in the GCC that are interested in joining the programme should contact Banyan Tree’s representative general sales agent for the Middle East: Tim Lane-Stott, director, Destination Marketing Division, Terhab International: tim@terhabinternational.com
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News
Race sails in to Abu Dhabi Volvo Ocean Race to bring 400,000 tourists to Abu Dhabi EVENT Abu Dhabi is to become a host port for the 2011-2012 Volvo Ocean Race, a gruelling nine-month, 37,000 milelong, around-the-world yacht race. A racing team from Abu Dhabi will also take part in the race which starts in Alicante next year. This is the first time that the race will come to the Middle East. Abu Dhabi beat off stiff competition from over 80 cities in the bidding process to win its place as a host port. Race crews will arrive in Abu Dhabi in January 2012 to a new marina currently being built at Emirates Palace . “This is a great day in our campaign to firmly establish Abu Dhabi’s credentials as a marine leisure destination,” said Mubarak Al Muhairi, director general of the Abu Dhabi Tourism Authority. Al Muhairi said the event would be a major boon for the tourism industry in Abu Dhabi. The previous race was watched by 1.3 billion viewers, and host ports attracted vast numbers of fans. “Three to four hundred thousand visitors usually go to these events, so we expect the same number. Internationally we expect another 10,000 people as sup-
The Volvo Ocean Yacht Race will sail into Abu Dhabi in January 2012.
port and media and those who are involved in the race itself. “This is a nine month race and Abu Dhabi will have a team participating. It’s huge, it’s not only about what will happen in the city but what will happen over the nine months.” A study by the Sports Business Group at Deloitte revealed that the 2008-2009 Race generated a total economic impact of US$131 million for the start port of Alicante, and 85
percent hotel occupancy rates, and concluded that the direct economic impact of the race was “considerably higher than ‘household name’ events such as the Open Golf Championship and the UEFA Cup Final.” “The Volvo Ocean Race brings a tremendous opportunity for Abu Dhabi’s branding and marketing,” said Al Muhairi. “We think the benefits we get out of participing will offset any investments we put in.”
400,000
Number of tourists expected in Abu Dhabi to see the Volvo Ocean Race
Etihad launches own Destination Management division DMC Etihad Airways has launched its own in-house destination management division – Hala Abu Dhabi. Based in Abu Dhabi, the DMC will offer travel products and services throughout the UAE. According to Etihad, over half of the professionals employed in the company are Emirati nationals. Peter Baumgartner, Etihad Airways chief commercial officer, said: “Etihad Airways already plays a crucial role in bringing visitors to Abu Dhabi, and the introduction of Hala
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Abu Dhabi will enable us to take that role a step further at what is a very exciting time for tourism in the region. Through Hala Abu Dhabi, we will offer a range of unique ground services and travel solutions to visitors to the UAE, further supporting Abu Dhabi’s goal of becoming one of the world’s most attractive business and leisure destinations.” Services on offer include tours and desert safaris; event management; airport meet and assist; and ground transportation. Etihad said it has brought together an experienced team of specialists to work in the new
division. “Our Hala Abu Dhabi team has recently developed and managed inbound packages for the very successful Formula 1 Etihad Airways Abu Dhabi Grand Prix in 2009, as well as the V8 Supercars hosted in Abu Dhabi last month,” said Baumgartner. He added: “We look forward to working closely with our destination partners and tourism services in Abu Dhabi and across all seven Emirates to provide a one-stop inbound tourism shop delivering integrated travel solutions and unique experiences of consistently high quality.”
April 2010 – Arabian Travel News
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News analysis
REGIONAL NEWS
The end of first class flying? With the recession causing a dent in premium travel, airlines are opting to cut first class from planes altogether, but they could be turning passengers away for good
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Arabian Travel News – April 2010
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REGIONAL NEWS
News analysis
he days of champers and free toiletries on flights could be fading fast as a severe drop in the number of people opting for first class travel is prompting airlines to cut the cabin all altogether. The recession has hit the luxury travel market hard. Data from IATA’s Premium Traffic Monitor in December 2009 showed that demand for premium travel was down 17 percent below 2008 levels. “That implies that the industry has effectively lost 6 years of premium travel growth,” said the report. According to a recent report by Euromonitor International, entitled ‘Luxury Travel – Changing Travel Habits of the Elite’ premium travel services have seen unprecedented drops in revenue since the global financial crisis in September 2008, forcing airlines to slash prices of first and business class tickets and create promotions in order to encourage premium flight purchases. “The global economic downturn has shrunk demand for premium travel, and it is difficult to determine whether it will ever recover to the peaks seen in 2007,” said Euromonitor. “Many airlines have changed the configuration of their planes to reduce the number of premium seats, and it is likely that a percentage of business travellers have permanently defected to the cheap seats.”
CUTTING OUT FIRST CLASS In March, Singapore Airlines unveiled its brand new A330-300 in Abu Dhabi. The new planes replaced the older Boeing 777 for flights from Abu Dhabi to Singapore, and Singapore to Kuwait and Jeddah. Despite being a premium carrier, which has built up a strong brand image of providing a luxury service (the airline was one of the first to introduce hot meals, free drinks, hot towels and personal entertainment systems for all classes), the airline has chosen to ditch the first-class cabin on the new planes altogether, designing them in a twoclass, economy and business configuration. Desmond Lim, manager Abu Dhabi, Singapore Airlines told Arabian Travel News: “The demand for first class has dropped in certain sectors, especially the medium haul sector. Last year because of the economic downturn there were a lot of changes in the travel policies of multinational companies, which would choose premium travel. “We have always modelled our cabin according to market requirements and we see that demand for first class is more on
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It’s a matter of vision and reputation. Skipping your best service might offer some short-term profits, but in the long run those who invest in their first-class product will benefit more. ” very long haul sectors rather than medium and short haul routes, so we tailor our product accordingly.” The airline insists that the enhanced comfort of the business class section, with its lie-flat beds, and iPod ports will more than make up for a lack of first class. “Although there is no first class, the business class cabin offers a lot more comfort and luxury for our customers,” said Jose Thachil, marketing manager Gulf, Singapore Airlines. Other carriers are taking similar steps to reduce a reliance on first. Qantas said in January that it plans to scrap two-thirds of its first class seating to make room for more economy seats on long haul flights as part of a $350 million overhaul. The carrier will reconfigure 29 aircraft leaving first class on just 12 Airbus A380s. “Our assessment of longer-term travel trends, which pre-dates the economic crisis, shows that international premium travel demand is changing,” said Alan Joyce, chief executive. “It is vital that we align this offering with forecast demand which is expected to be relatively slow compared to business, premium economy and economy.” Doha-based Qatar Airways, known for the high standards of its premium cabins, which feature a stand-up bar, cream leather sofas and teak tables with lampshades, also announced plans to eliminate such luxuries from planes scheduled for delivery. Chief executive officer Akbar Al-Baker told the ITB conference last month: “We have made this decision as we will introduce a new outstanding business class in 2011.
LOSS OF LONG TERM BUSINESS? While the recession may have made a serious dent in the demand for premium air travel, not everyone believes that scrapping first class is the way forward. Natalie Matteus, from luxury travel company Odysseus Deluxe Travel Collection says this move could be detrimental to long-term business
for airlines. Odysseus, which caters to high net worth travellers says its own data reveals a “slight fall in the use of business class, but not in first class.” “People who can afford to fly first class will end up changing to other airlines that offer this service,” says Matteus. “There are only a handful of airlines that offer a firstclass service and these are seen as the very best airlines. First class should always be on offer for long haul travel and for Middle East and Far East markets.” “It’s a matter of vision and reputation. Skipping your best service might offer some short-term profits, but in the long run those who invest in first-class will benefit more. Matteus adds: “It’s really a pity that Singapore Airlines has taken this step especially as people from this region really value these services. Maybe they are doing the right thing in the short term, but I would say for this market, they are losing out on a lot of long term clients.” There are still some carriers that agree with this sentiment. Gulf airlines Emirates and Etihad have bucked the budget trend altogether to launch lavish new premium cabins (Etihad was recently awarded ‘Leading First Class’ at the World Travel Awards) and neither airline says it has any plans to cut back on its first class offering. “We have an excellent and very competitive premium class offering, and our First and Business cabins continue to be an important part of our product mix. We have no plans to reduce the number of first and business class seats offered in our existing cabins,” Ahmed Khoory, Emirates’ senior vice president commercial operations gulf, Middle East told Arabian Travel News. Peter Baumgartner, chief commercial officer, Etihad added: “We take a longer, more strategic approach to the cyclical aviation industry and are confident that premium travellers will return as global markets return to stronger trading conditions.”
April 2010 – Arabian Travel News
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Cruise Royal Caribbean bolsters European fleet Liberty of the Seas and Grandeur of the Seas to make their European debut in 2011 ITINERARIES Royal Caribbean International (RCI) is to add two more ships to its European fleet for the summer of 2011, taking its total to 10 ships. Liberty of the Seas and Grandeur of the Seas will make their European debut next year sailing from Barcelona and Palma de Mallorca, Spain respectively. Liberty of the Seas will begin its first Europe season at Barcelona with nine short roundtrip sailings, and fourand five-night Western Med-
iterranean itineraries. Then, it will offer a repeating sevennightWestern Mediterranean itinerary for the remainder of the season. The ship features a FlowRider surf simulator, H20 Zone Water Park, a boxing ring, cantilevered whirlpools, and four-bedroom, four-bathroom presidential family suites that sleep up to 14 people. Grandeur of the Seas will offer two brand-new alternating seven-night itineraries, a Western Mediterranean and an Italian Mediterranean sailing roundtrip from Palma
Liberty of the Seas will sail her maiden Europe season from Barcelona.
de Mallorca - a new homeport for the cruise line. “Vacationers will have the widest selection of Europe’s largest and most innovative cruise ships with Royal Caribbean in 2011,” said Betsy O’Rourke, senior vice president of marketing, RCI. “With four classes of ships in the region, Royal Caribbean is offering a 2011 Europe cruise lineup that will appeal to a wide range of vacationers from couples seeking the romance of Europe to multigenerational family vacations,” she added.
Crystal cruises into space
NCL to boast largest spa at sea
NEW PACKAGE
FACILITIES
Crystal Cruises has announced an industry first: one-night excursions to Russia’s former top secret Cosmonaut Training Centre, Star City, where guests will be able to experience extreme G-forces and weightlessness as well as train like modern Russian cosmonauts on some of the most advanced space equipment in the world. The Cosmonaut programs include roundtrip air transfers from St. Petersburg to Moscow, overnight hotel stays and a full-day Moscow city tour, including the Red Square and the Kremlin. “Two years in the making, the Cosmonaut-Training Adventures are further examples of how Crystal works with worldwide partners to craft unique and innovative programs,” said John Stoll, director, land programs. The cost of the adven-
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Guests can pretend to be cosmonauts.
ture packages range from US$4,359 up to $32,995 for “The Final Challenge” considered to be the most advanced cosmonaut training, participants must install a space antenna on a replica of the International Space Station while wearing an authentic space suit, submerged in 54,000 square feet of water. Seven-, 10- and 11-day Baltic voyages depart from London, Stockholm or Copenhagen –with overnights in St. Petersburg.
Arabian Travel News – April 2010
Norwegian Cruise Line (NCL) has announced that its Norwegian Epic cruise liner, which is currently being built, will feature the largest spa and fitness centre at sea at more than 31,000 square feet. The luxurious Mandara Spa will include 24 treatment rooms, two private couple’s villas, two steam Rasul rooms, a DIY Scrub Experience, Hydrotherapy Courtyard & Thermal Suite, full-service salon, fitness centre and barber shop. The ship also features 39 spa suites, eight of which feature an in-room whirlpool. “As with our world-class entertainment, dining and innovative stateroom categories on Norwegian Epic, our spa facilities will take cruising to an entirely new level,” said Kevin Sheehan, chief executive officer of Norwegian Cruise Line.
“The Mandara Spa on Norwegian Epic is a relaxing retreat with unique treatments, innovative fitness training, a stand-alone barber shop, spa staterooms with in-room whirlpools and an expanded Hydrotherapy Courtyard & Thermal Suite facilities.” Among the two dozen treatment rooms are two
new couple’s villas with private outdoor whirlpools. NCL is building the 4,200passenger Norwegian Epic, the company’s largest and most innovative cruising ship to date, for delivery in June 2010. The ship will also feature the only ‘big top’ at sea presenting guests a one of a kind theatrical dining experience.
The Norwegian Epic will feature in-room whirlpools as part of its facilities.
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REGIONAL NEWS
Luxury NEWS LUXURY
Spain is ‘hot pick’ luxury destination Odysseus says agents need to ‘think out of the box’ in selling luxury products we’re trying to show people.” He said selling luxury was less effort for agents and brought in far more money. “In the Maldives one of our properties is Angsana which is an island with only six cabins. We had a Russian family who
NEW BROCHURE Belgium-based luxury travel company Odysseus has unveiled its 2010 brochure. Eight properties featured are part of the Luxury Hotels by Dnata portfolio. Lisa Balsom, manager Luxury Hotels by Dnata said demand for luxury travel in the region had continued in spite of the recession. “We have doubled the portfolio in two years and now have a permanent sales person in Saudi, which is a major market for us.” Odysseus is keen to educate agents about how to sell
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Spain is a hot pick for luxury travel with Emirates starting flights in August.
luxury. “We want agents to start thinking out of the box,” said Lyndon Mendonca, sales manager, Odysseus. “Luxury is not Sheraton and Mar-
riott anymore, it’s the Four Seasons; it’s properties like The Twelve Apostles in Cape Town, the Lebua at State Tower, Bangkok. That’s what
booked the whole island. That’s the kind of money we are talking about, that was over $500,000, and that’s it, you’ve made your money for the whole year.” Mendonca said Spain is his hot pick for luxury travel destinations in 2010. “Emirates is going to start direct flights there so it has opened up another whole segment for agents to sell to.”
Emirates will start its daily non-stop service to Madrid from 1 August, the first scheduled passenger service between Dubai and Spain.
April 2010 – Arabian Travel News
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Tourism Boards ADTA plan to boost visitor numbers Incentives offered to global travel trade to bring leisure business in to the emirate UAE Abu Dhabi Tourism Authority (ADTA) has launched a new initiative aimed at boosting inbound leisure business to the emirate. The ‘Horizons Abu Dhabi’ initiative aims to incentivise international tour operators to create and implement packages to Abu Dhabi, as the emirate strives to deliver on its 1.65 million hotel guest target for 2010 - a 10 percent increase on 2009. ADTA said the scheme was an open invitation to the international travel trade to submit “fresh, innova-
ADTA plans to offer backing to tour operators bringing in leisure business.
tive promotional ideas and proposals which will tactically stimulate consumer demand for the emirate.”
“Every proposal submitted will be considered in full merit and without bias, with ADTA ready to back all
concrete and tangible proposals with the appropriate resources,” said Dayne Lim, product development director, ADTA. “When we talk of partnerships, we mean just that. ADTA will back projects with a viable B2C component with financial and/or nonfinancial resources for our mutual advantage. Opportunity abounds for tailored packaging, particularly focusing on Abu Dhabi’s new leisure product offerings and expanding events portfolio.” Lim said the criteria for assessing how much and
what kind of support could be offered to tourism providers would hinge on “alignment with our Traveller’s Welcome brand promise, our core value of cultural respect and our target audience of high-end luxury and cultural seekers.” Alongside Horizons Abu Dhabi, ADTA also revealed that plans for the impending launch of its global consumer advertising campaign are being finalised. “[This] is the start of a significant campaign aimed at building leisure tourism’s contribution to our hotel guest receipts,” said Lim.
Gulf arrivals to Turkey grow
STB reaches out in cyberspace
TURKEY
SINGAPORE SI
The number of visitors to Turkey from the GCC grew by 16.4 percent last year. Turkey received 27 million tourists altogether, an increase of 2.8 percent on 2008, with the biggest increases coming from the Gulf. Visitors from Kuwait increased by 21.36 percent, the UAE by 12.07 percent, Bahrain by 12.49 percent, Saudi Arabia by 20.31 percent, and Qatar by 0.82 percent. Emin Kaya from the Turkish Tourism board in the UAE said he expected to
16.4% Growth in Gulf visitors to Turkey in 2009
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Emin Kaya, Turkish Tourism.
see further growth in 2010. “Our marketing and promotional strategies in 2010 will include various activities and events in order to attract more tourists to Turkey. Historical and cultural exhibitions, free trips to journalists, participation at ATM and traditional concerts and dances throughout the GCC are all part of a strategy to bring people’s attention to Turkey.”
Arabian Travel News – April 2010
Th The Singapore Tourism Board (STB) has launched Bo a new destination brand ‘YourSingapore’ and inter‘Yo active website yoursingaact pore.com to help travellers po plan their trips to Singapore. pla The website facilitates T sharing of experiences sh among travellers and resiam dents and is powered by upde to-date multimedia content toabout all things Singapore. ab STB said it would make sigST nificant efforts into search engine marketing and social en media engagement as part of me its new campaign. “In an increasingly crowded market for destinacro tion marketing, YourSingatio pore allows Singapore Tourpo ism Board to build upon the emotional connection that travellers feel with Sintha gapore, and connect with gap
Jason Ong, Singapore Tourism.
them in the digital space,” explained Jason Ong, area director, Middle East and Africa, STB. “The Middle East is experiencing the world’s highest growth rate in internet penetration, and our new website, allows the region’s increas-
ingly tech-savvy traveller to take a virtual tour of Singapore, before making their trip a reality. We are confident that this new brand and website will be a hit with Middle East travellers.” Last year Singapore saw 117,000 arrivals from the Middle East. STB is predicting record tourism numbers for 2010, forecasting total annual visitor arrivals to hit between 11.5 million and 12.5 million – up from 9.7 million in 2009 – plus a year-on-year rise in tourism receipts from US$12.5 billion to $13.2 billion.
117,000 Visitors from the Middle East to Singapore in 2009
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XXXXXXXXXX NEWS
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April 2010 – Arabian Travel News
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REGIONAL NEWS
Airlines News
Air France introduces Abu Dhabi route Carrier announces cheap fares to launch new service between Abu Dhabi and Paris NEW ROUTE Air France will launch its new service between Abu Dhabi and Paris from 3 May 2010. The new route means the Air France KLM group will
offer up to 10 weekly, nonstop flights out of Abu Dhabi International Airport, to their respective hubs of Paris – Charles de Gaulle, and Amsterdam. To celebrate the launch
Air France will start flying to the French capital rom Abu Dhabi in May.
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the carrier has announced introductory fares for passengers looking to travel to France and onward flights to Europe as well as North and South America. Economy fares to Europe will start from AED 1,390, and from AED 1,490 to North and South American destinations (subject to conditions). Offers are available for passengers purchasing tickets before 5 April 2010, for any travel between 3 May and 15 July 2010. Pierre de Saint-Albin, Air France KLM general manager for the Gulf, Saudi Ara-
bia, Iran and Pakistan, said: “To mark the new connection to the UAE with the Air France KLM network, we are pleased to offer our clients in the UAE these competitive introductory offers. We have also been encouraged by the close and growing relation-
ship with Abu Dhabi Airports Company which has resulted in our flight schedules being particularly well adapted to offering our customers fast connections via our Paris - Charles de Gaulle hub, to more than 244 Air France KLM destinations.”
Air France flight timings from Abu Dhabi Flight AF 3849 Departure: Abu Dhabi International (AUH), 00:30 (local time) Arrival: Paris-Charles de Gaulle (CDG), 05:45 (local time) Frequency: Five days per week
April 2010 – Arabian Travel News
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Accommodation XXXXXX XXXXXXX
REGIONAL NEWS
IHG opens biggest Holiday Inn Express Holiday Inn Express Dubai Airport is the group’s fourth budget property in Dubai BUDGET InterContinental Hotels Group (IHG) has launched the Holiday Inn Express Dubai Airport. The 381 room hotel marks IHG’s fourth Holiday Inn Express property in Dubai and is the largest in Europe, Middle East and Africa. Holiday Inn Express Dubai Airport is located opposite Terminal 3 of Dubai International Airport and adjacent to the Dubai Metro. The fourstorey hotel offers guests signature power showers and satellite TV in every room, wireless internet access throughout public areas, a 24-hour fully equipped gym, laundry services and complimentary breakfast. Guests also have access to five stateof-the-art meeting rooms, underground parking and a complimentary shuttle
Holiday Inn Express Dubai Airport is located opposite Terminal 3 of Dubai International Airport and the new metro.
bus service from the hotel to Dubai International Airport. John Bamsey, chief operating officer, IHG MEA said: “Traditionally, the Gulf markets have been dominated by luxury, upscale hotel brands. However, as markets mature
and develop, customers seek out trusted brands. The opening of the Holiday Inn Express Dubai Airport, the largest Holiday Inn Express hotel in the EMEA region, further extends our brand portfolio and illustrates our commit-
ment to providing guests with even more choice and convenience in the UAE.” Holiday Inn Express is the world’s largest limited service hotel brand. Across the Middle East and Africa there are seven Holiday Inn Express
hotels, providing more than 1,345 rooms, with a further six properties in the development pipeline over the next three to five years. The Holiday Inn Express Manama, Bahrain is currently under construction and scheduled to open in Q4 2011. Andy Cosslett, chief executive officer, IHG who was present at the launch said: “IHG opened its first hotel in the UAE 35 years ago and we have continued to invest in the Emirates and build on this rich heritage to become one of the biggest hotel operators in the country. Today we have 16 existing properties and seven hotels under development. These figures are a measure of our commitment to the growth and development of the UAE’s tourism sector and its position as a leading regional business hub.”
The Meydan hotel opens on track for Dubai World Cup NEW LAUNCH The Meydan, the world’s first five-star racing trackside hotel, opened its doors on 4th March in time for the
Dubai World Cup at the end of March. The luxury hotel forms an integral part of the brand new Meydan Grandstand and Racecourse, the new home for the event.
Balconies at The Meydan offer an unobstructed view of the race track.
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Arabian Travel News – April 2010
The Meydan offers 285 rooms and suites featuring subtle equestrianthemed motifs and a modern design. 95 percent of the rooms include balconies with unobstructed views of the racecourse. Guests at the hotel will also be able to view the action on the turf from the infinity pool located on the hotel rooftop. Abdin Nasralla, vice president Meydan Hotels and Hospitality Division said: “The Meydan and its offering of unique experiences is a gift not only to the racing world, but for all who can appreciate superior service and hospitality excellence.
We are especially pleased to open The Meydan in time for this year’s Dubai World Cup - where a room at the The Meydan will naturally make this already special occasion, a once in a lifetime experience.” The hotel facilities include three gourmet dining outlets including an international all-day dining restaurant, a
steakhouse and a Japanese restaurant, a spa, gym, business centre, club lounge, and conference facilities with panoramic views of the racecourse. Nasralla added that a regular programme of events would be rolled out at Meydan Racecourse aside from race days in order to entice guests to the hotel.
$272.3m the cost of building the new Meydan Racecourse
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MICE
NEWS MIME
Cheaper rates will attract MICE market Gulf region has become more affordable and attractive to planners post recession RATES International meetings business into the Gulf region will see an increase this year due to increased hotel stock and cheaper room rates, predicts Graeme Barnett, exhibition director of the Gulf Incentive, Business Travel & Meetings (GIBTM) Exhibition. Barnett said that while meeting planners may have been put off bringing groups to the region in the past due to “the perception that it is an expensive destination,” that was now changing.
“The global economic downturn has had a massive impact on the perception of the region as a whole,” said Barnett. “What’s happening now is a lowering of prices with an increase in the stock of hotels so there’s more availability at cheaper rates. Abu Dhabi for example had 2,600 rooms come on line overnight for the Formula 1 last year which was a much needed increase. I certainly think it will be interesting to see if international planners say the region has become more affordable to the meet-
Qatar targets European buyers TOURISM BOARD Qatar Tourism Authority (QTA) participated at ITB Berlin, Europe’s biggest travel trade show last month to showcase the destination to European MICE buyers. QTA arrived in Berlin following a five-city promotional roadshow through Europe, where the Qatari delegation met with business and incentive travel professionals promoting business tourism and incentive travel in Qatar. The cities on the tour included Madrid, London, Paris, Milan and Munich. “The roadshow was an initiative we launched to complement our participation at ITB by specifically targeting professionals in the MICE industry,”said Ahmed Al Nuaimi, chairman, QTA. “The tour was
18
very successful - we built new relationships and strengthened ones in these cities, which are important markets for Qatar.” At ITB Qatar showcased some of the new tourist developments set to come up in the next twelve months including the Cultural Village and New Doha International Airport. “Qatar is preparing for a robust economic future, and tourism will play an important role in creating a diverse and sustainable economy,” said Al Nuaimi. “This rapid development in Qatar’s tourism industry and infrastructure will only solidify Qatar’s position as an upcoming business destination in the Middle East. More attractions, more hotels, easier transit will make Qatar a popular destination for business travellers from Europe.”
Arabian Travel News – April 2010
Barnett says its more affordable.
ing market out of the slowdown.” Barnett was speaking ahead of the GIBTM exhibition in Abu Dhabi at the end of March where 280 international meetings buyers would be attending. Ali Abu Monassar, chairman of Dubai-based DMC The Vision agreed saying that meetings business to the region is poised to “boom” this year. “Prices have gone down and [the destination] has become more affordable. Before we did not have space to accommodate meetings, but today we have
more options, more facilities, more hotels and we have more accessibility through the budget. So that segment which was undeveloped in the past is today coming in very strongly.” Barnett added that venues and hotels in the region were today working closely with the meetings industry to bring in more groups. “Because the FIT market is not so strong venues are now being more flexible. But the destination is still an emerging one to win large scale meetings business.”
ADNEC seeks out national talent RECRUITMENT R Ab Dhabi National ExhiAbu bitions Company (ADNEC) bit is taking part in a series of recruitment events aimed at rec encouraging UAE nationals en into the meetings industry. int Last month, alumni of the L Higher Colleges of TechnolHi ogy Abu Dhabi Men’s College og who now work at ADNEC wh took part in an exclusive sestoo sion, sharing their thoughts sio about a career at ADNEC ab with current students. wi ADNEC will spearhead A similar sessions with other sim universities and colleges un around Abu Dhabi. aro “ADNEC’s strong growth in just a few years since its inception mirrors the advancing regional and ad global stature of Abu Dhabi glo as an events destination,” commented Humaid Al co Dhaheri, director of finance Dh and HR, ADNEC. an “Our company and the
ADNEC is targeting 35% emiratisation
industry in general, is at a critical point where a substantial build up in the employee numbers is required to cater for the rapid future expansion of the industry. We are committed to ensuring that UAE nationals are the driving force behind this and we aim to achieve 35 percent employment of UAE nationals in appropriate positions,
by the end of the year.” “In developing talent for the meetings sector we would like to promote our business to students who are still discerning their career paths. In particular, we would like to convince more young nationals to consider a profession in the relatively new and exciting events sector,” added Al Dhaheri. The initiatives form part of ADNEC’s Emiratization programme through which it is targeting 35 percent nationalisation of the company by the end of the year. Currently ADNEC has achieved 30 percent nationalisation of its workforce.
30 % of ADNEC employees who are Emirati
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REGIONAL NEWS
Tools NEWS MIME
We’re sending out an SMS to the world New web-based solution from Amadeus allows agents to send travel info via text NEW PRODUCT Amadeus has launched Amadeus SMS solution, a web-based tool that allows travel agents in the UAE to update customers via SMS. Travel agents will be able to alert travellers on important travel details, including travel itineraries, e-tickets, flight information, Passenger Name Record (PNR) data, and any changes to the Ticketing Time Limit (the date by which a booked ticket must be issued) through their mobile phones. Amadeus SMS is fully integrated into the Amadeus
Selling Platform, allowing travel agents to quickly generate traveller information directly from the Amadeus PNR database. Traveller mobile numbers remain confidential, and there is no additional advertising attached to the text message Amadeus SMS is designed to give agents more flexibility and convenience in ensuring important data reaches their customers immediately. It can operate with multiple itineraries and multiple mobile phone numbers and can be used to send text messages to travellers anywhere in the world, covering 700 networks in
Training for hotel bookings TRAINING Travelport has teamed up with Marriott International for hotel training courses designed for the Middle East travel trade. The classroom-style seminars, which are being held across the region, are giving Galileo-connected travel agents the opportunity to learn how to make hotel bookings, as well as how to sell Marriott properties more effectively. Participants are demonstrated key hotel booking features from Travelport including Galileo Room Master, a shopping solution which provides access to hotel properties worldwide, and ‘Best Available Rate Programme’, a comprehensive database con-
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taining the best publiclyavailable hotel rates. During the course, representatives from Marriott International explain the brand’s value proposition and provide the trade with tools and incentives to book its hotels, including the Marriott Hotel Excellence and Best Price Guarantee Programme. Over the past few months, Travelport has been focused on increasing its visibility in the Middle East as an effective sales channel for hotel bookings, partnering up with several major hotel groups in order to raise awareness of its hotel offering and educate local travel agents on the booking of non-air segments on the Galileo platform.
Ghulam Al Baloushi, managing director, Amadeus Gulf. more than 200 countries. “With air travel becoming more affordable and convenient people today travel more often than they did five years ago. This increase in
travel, whether for business or leisure, has meant that travellers are well aware of their options and expect upto-date information from their travel consultants,”
said Ghulam Al Baloushi, managing director, Amadeus Gulf. “At Amadeus our focus is to understand the travellers’ changing preferences and develop solutions that help travel agents respond to these changes efficiently. Amadeus SMS solution is one such product that has been developed with the travel agents and their customers in mind. The new SMS solution corresponds closely with the trend of technology convergence on mobile devices. It is a great example of how technology can help reduce operating costs and increase convenience.”
Travelport helps agents recover commission Travelport has partnered with Net Trans to help agents recover hotel commission. The agreement will provide Travelport agents with fully automated commission reporting and collection processing, increasing their commission income while lowering operating costs. The Net Trans solution gives agents full transparency of their data so they know exactly how much commission has been paid and how much is still owed. Net Trans also chases the unpaid commission wherever in the world the hotel booking is done. All commission collection and reporting will be based on the data going through the Galileo and Worldspan systems, with reports provided to agents each month. Net Trans handles all hotel bookings for every property and every brand throughout the world. It is a complete outsourcing service where Net Trans takes care of all the aspects of hotel
commission collection. “Net Trans hotel commission service offers up to 40 percent increased commission for the average travel agent and is a complete outsourcing of the challenging area of hotel commission,” said Chris Zando, head of Global Partnerships & Alliances, Travelport GDS. “We’re pleased to offer a solution that helps our agents save and make money, delivering improvement in revenue retention, cost reduction and improved business processes.” Martin F. Jørgensen, CEO, Net Trans said: “Net Trans will help Travelport agencies boost their hotel income. For time-strapped agents, a highly effective means of bringing in incremental revenue that requires almost no work on their part, is a total win. We are delighted Travelport customers will soon appreciate this benefit as well.”
April 2010 – Arabian Travel News
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REGIONAL NEWS
Ireland ATM preview
Eight BIG reasons you can’t miss ATM As the region’s biggest travel and tourism event, Arabian Travel Market arrives in Dubai again next month, here’s why you can’t afford to miss it this year The 2010 Arabian Travel Market is shaping up to be one of the biggest in the event’s 16-year history, with 98% of space already contracted. Register now for priority access to the exhibition which means no queues!
Why spend months trying to set up meetings with everyone you need to see when you can do it in four days at Arabian Travel Market? To date 245 main exhibitors, 58 National Tourism Offices, 335 sharers; and 50 new exhibitors from six continents have signed up.
Relax and have fun! New at Arabian Travel Market this year will be ‘Zone 8’, a chilled out area for informal networking away from the hustle and bustle of the main floor. Zone 8 will provide increased opportunities for visitors to interact with destinations first hand through a series of live shows, serve to showcase new destinations and products.
Travel Agents: get involved with a day designed especially for you. Travel Agents’ Day was first introduced in 2007 and is designed to foster the latest top class travel and tourism education among travel agents through a range of seminars and entertainment features.
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Arabian Travel News – April 2010
The show attracts quality, top-tier visitors. Make an impression early by using the dedicated Arabian Travel Market website to upload press releases, images and any other useful info about your company.
Keep up-to-date with the latest industry news by taking part in the Arabian Travel Market seminar programme. This year the programme has doubled in size, and a whole raft of top industry speakers and experts will be on hand to discuss and debate the latest issues and trends affecting the travel industry and provide valuable insights into the future of the travel trade.
Are you looking for your next career move or perhaps that perfect person to hire? Careers Day is an invaluable resource, enabling meetings between exhibitors and people with a keen interest in working within the industry or developing an existing career. Attend designated workshops, pick up useful interview techniques and learn how to write your CV.
Maximise your time at the show by signing up online. You can then access the meetings request tool, which allows you to request meetings with exhibitors prior to the show, ensuring that your time is well spent and productive.
What: Arabian Travel Market When: 4-7 May 2010 Where: Dubai International Convention and Exhibition Centre How: Register online at www.arabiantravelmarket.com/register
Your chance to nominate for the New Frontiers awards The New Frontiers Awards, held annually at Arabian Travel Market, has been opened up for nominations from the travel trade for the first time this year. The awards are designed to recognise destinations that make an outstanding contribution to tourism development in the face of staggering adversity. Last year’s award was won by Mumbai for its efforts to reinvigorate tourism in the aftermath of November 2008’s terrorist attacks. This year you get the chance to nominate a destination for the first time. “We are hoping that by opening up the nominations to the travel trade we will attract diverse nominees from across the globe, which will raise enhanced awareness for the nominated destinations as well as ignite debate and discussion,” said Mark Walsh, group exhibitions director, ATM. Recipients of the award receive US$10,000 of free exhibition space at Arabian Travel Market 2011 to aid tourism recovery efforts. To nominate your destination, log on to www.arabiantravelmarket. com/nominate
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REGIONAL NEWS
ATM preview Ireland
Shaping the future of our industry together Mark Walsh, ATM exhibition director says the future is bright for travel and tourism tive developments. As we all look to a brighter future it is of utmost importance that we continue to hold events like Arabian Travel Market. The show provides a common ground where issues affecting our industry can be discussed and knowledge shared. This is an invaluable resource at this time. It allows us to shape the future of our industry together. It’s time to take stock of the last two years and capitalise on the trends that are emerging as we adapt to suit our consumers ever evolving needs.
So it is no surprise that the relevance of Arabian Travel Market is stronger than ever before. 98% of space has already been contracted with most previous exhibitors returning and over 50 new exhibiting companies attending this year’s show. Every year Arabian Travel Market strives to increase the content available. This year the seminar programme has doubled in size, making it bigger and better than ever before, with top industry speakers examining a number of different issues that really affect the industry such
as aviation, hotels, low-cost travel and staffing issues. Also new this year will be the staging of four ‘zones’ which will provide a more relaxed area for informal networking away from the hustle and bustle of the main floor. These will provide increased opportunities for visitors to interact with various destinations first hand through a series of live shows. Careers and Travel Agents Days also return in 2010. Careers Day was created to help interested candidates meet potential employers and for employees to meet
the most suitable candidates, whereas Travel Agents Day will offer seminars, prize give-aways and entertainment. Registering at www.arabiantravelmarket.com/register prior to the show allows visitors to take advantage of extensive e-networking tools that will allow them to link up with the most relevant industry players to their business, and so maximising their time at the show. The future for the region and for travel and tourism is promising. Now we just have to make the most of it.
www.berlin-airport.de
It’s that time of year again when the travel trade in all its many guises is gearing up for the start of Arabian Travel Market 2010 – the Middle East’s premier travel and tourism event. The last few years presented everyone with tough trading conditions and our industry was of course no different. However we’re beginning to see signs of recovery and here in the Middle East there have been many posi-
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ou. y t u b g in s is m g thin Berlin. There’s no recreational ac opping and relaxing history, exciting sh ng ati cin fas re, ltu cu Airways. l of cosmopolitan n offered by Qatar Discover a city ful ha–Berlin connectio Do p sto nno ily With the da
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tivities.
April 2010 – Arabian Travel News
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REGIONAL NEWS
Interview Q&A CELEBRITY CRUISES
A brand new vision After 25 years spearheading Net Group, Ali Abu Monassar has launched The Vision Destination Management. He tells ATN about his new approach to regional tourism
Ali Abu Monassar
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Arabian Travel News – April 2010
ome might say that launching a brand new Destination Management Company in the current climate might be a somewhat risky move. Visitor numbers to the region are still taking a hit due to the global economic crisis, and competition for business is fierce, with a plethora of tour operators all seeking to offer tourists their services of desert safaris, dune bashing and dhow cruises. But The Vision Destination Management, which came into being just three months ago, has had no problems getting off the ground. In fact, chairman Ali Abu Monassar reveals proudly that his new company is positively thriving, and the buzzing head office in Deira bears testament to this fact. This is no doubt down to Monassar’s reputation as something of a pioneer in the local tourism and travel industry. After 25 years spearheading Net Group,
the oldest and biggest DMC in the region, Monasser decided to call time on his position as head of the company due to what he refers to as a “divergence in opinion with our partners”, and has branched out on his own with The Vision DMC. Just a few months in and Monassar’s ‘vision’ already boasts three branches in Dubai, Abu Dhabi and Oman, and has made a major name for itself by being appointed ground handler for two of the region’s biggest travel trade shows – the Gulf Incentive, Business Travel & Meetings Exhibition (GIBTM) in Abu Dhabi at the end of March, and the Arabian Travel Market (ATM) in Dubai in May. Added to that, his team is flat out handling back to back incentive groups of over 250 people each arriving from Italy for the coming ten weeks. So how has he managed to achieve all this in such a short space of time? Monassar puts it down to the strength of his relationships within the tourism industry that he has
We are moving our company away from normal excursions over to the high level market. It is tougher to find but the margin is higher” www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Interview
spent the past 25 years building up. “When you change it’s the time to know who are your friends and who are not your friends. And I think we have had a very very positive reaction from the market - from suppliers, from clients, from associations and also from corporates who we have collaborated with for a long time. When I started at Net Tours it took three or four years to build up that recognition and trust. Today in two months, thanks to being involved and committed all the time to the industry here and internationally it has given a good result.” The “divergence of opinion” that Monassar referred to, has led to him taking his own company down a different path to that of Net Tours, and its competitors. He is convinced that the business model has to change for Destination Management companies today, and much of this is down to the impact of the global financial crisis on inbound tourism to the region. “[The crisis] has changed the market; it’s changed the perception of the market, how to work with people and how to find new business. I felt it was necessary to change the style of management and to make certain action plans. Our partner didn’t agree and we felt that we could not manage something which our partners did not believe in.” With The Vision, Monassar says he will steer well away from providing tours to the individual leisure traveller, and will instead focus heavily on the MICE (meetings, incentives, conferences and exhibitions) sector which he describes as “absolutely booming”. “We are moving our company away from normal excursions, tours and individual FITs, over to the high-level market, which is incentives, conferences, exhibitions and very high-spending leisure travellers. It’s not mass tourism. Yes, absolutely it is tougher to find, it is not everyday business, but the competition is less, and the margin is higher.” “Our new company has come at a very good time,” he adds. “A lot of the infrastructure in Dubai is now ready, prices have gone down and it’s become more affordable. Before we did not have space to accommodate meetings [in Dubai], but today we have more options, more facilities, more hotels and we have more accessibility through the budget. So that segment which was undeveloped in the past is today coming in strongly and that is our specialisation.” Monassar says The Vision will be differen-
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The crisis has changed the market; how to work with people and how to find new business. I felt it was necessary to make certain action plans” tiating itself from its competitors on the kind of tailor-made incentives it is able to offer clients. “We are creating that touch which nobody else has got. People say they want a local experience; they would like to eat with Emiratis, go into the house of Emiratis.
Those are things which I think other people are not able to provide. It’s a matter of accessibility. We try to combine the leisure and comfort of the destination with some heritage and local experience.” “We have 25 years of expertise in this market. During those years we have learnt a lot and we have made a lot of mistakes and we want to avoid those mistakes and provide that expertise to our clients.” With two major exhibitions coming up, and further exciting projects in the pipeline Monassar admits he has barely had a moment to pause for breath since the company took off. For the future he says business is poised to take off as the tourism to the region bounces back from the crisis over the coming year. “I think that by the end of 2010 we may be doing double what we are doing today. I believe that 2011 will be the year to bring back our business to 2007 and 2008 levels. The crisis will be over and the destination will have more availability, and it will be more affordable. 2011 will be absolutely the year of confirmation for us.” The team at The Vision Destination Management
April 2010 – Arabian Travel News
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REGIONAL NEWS
Comment Comment
Brighter days are on the horizon Cruise Master Middle East director of business development Ashok Kumar It is great to see cruise riding NEW SHIPS high on the news agenda With over a dozen ship this year with four ships launches taking place Deals continue but the using Dubai as home in 2010, cruise looks exceptional offers of 2009 seem to port for winter cruises. set to enjoy a high have dried up. It is advisable to book After riding the rough profile that your clients when you see a deal waves in 2009, things will help rather than wait ” are looking bright attract newcomand sunny for the cruise ers and spark the imagiindustry. nation of dedicated cruisers Like other businesses, alike. Most of the ships debutthe cruise industry has been ing at full capacity through- ing are sisters of previous impacted by a number of out the most challenging ships. But the ship to watch challenges over the past eigh- months of the economic is Norwegian Epic which will teen months – fuel prices, downturn. debut in July as the largestAnother indication that ever NCL ship. It will feature H1N1, the economic downturn just to name a few. But brighter days are on the hori- an aqua park, an array of resunlike other travel segments, zon is the recent announce- taurants, a circus- and acrocruise lines were quickly able ment by Carnival Corpo- batics-themed dinner show, to adapt, offering custom- ration that new ships have and ice bar. Another ship ers a product which has the been ordered – one each for to watch is Cunard’s Queen highest perceived value for the Carnival and Princess Elizabeth which is schedmoney spent, driving con- brands. So, what’s in store for uled to debut in October and sumer demand and operat- crusing in 2010? has already made waves as
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the fastest cruise to sell out its inaugural sailing in a record 29 minutes.
NEW CABIN DESIGNS Check out the cabins in this year’s new-builds. Norwegian Epic is launching the New Wave cabin concept, featuring curved walls and a new bathroom concept with the shower stall, toilet area
and vanity split up into three different entities. New, 100square-foot studio cabins will offer mood lighting and access to an exclusive twofloor lounge, while spa cabins take that trend to new heights with in-room whirlpools in eight of the staterooms.
VALUE & MORE VALUE Deals continue but the exceptional offers of 2009 seem to have dried up. It is advisable to book your clients when you see a deal rather than wait. Few cruise lines still have offers of complimentary upgrades and onboard credit. With new ships and innovative shipboard experience offering excellent value, 2010 is set to be a great year for cruising.
Are you ready for the ‘Amateur-Expert’? Antoine Medawar, vice president, Amadeus Middle East & North of Africa Empowered by increasingly sophisticated online tools, the way people are shopping for travel is changing. Vast amounts of free information enables anyone with an internet connection to assume a level of experience previously inconceivable. We call these knowledgeable people ‘Amateur-Experts’. Amateur-Experts know as much about their destination and how to get there as many traditional travel agents. High quality services are being driven by Amateur-Experts’ ability to speak their minds online. Social media sites are considered at least
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as credible as corporate websites because they are created by people without a vested interest. Amadeus carried out a report into online travel trends carrying out in-depth interviews with 2,700 travel professionals. 71% of our respondent base see usergenerated content having an impact on their business. But a major threat to the pre-journey advances faced by the industry is information overload. Search sites like Google are not able to aggregate the vast amount of changing travel information, such as price, schedule and availability. Travellers
Arabian Travel News – April 2010
are expected to search based on specification of origin and destination i.e. “I am based in Dubai and I’d like to go to the Bahamas for a week”. This linear search functionality has developed to mirror the way the industry has traditionally operated, but it’s simply not efficient for consumers. Travellers are required to conduct multiple searches – each requiring separate processing power. We envisage the Amateur-Expert of the future will want to ask questions like “I have 5000 AED and I’d like to go somewhere that offers adventure and culture. What the future travel-
“What the future traveller demands is the ability to aggregate, organise and index specific data held by multiple travel providers at lightning speed”
ler demands is the ability to aggregate, organise and index specific data held by multiple travel providers at lightning speed – but to achieve this ‘extreme search’ the industry needs a change of mindset. For the travel sector and many others the internet
affords boundless opportunities, but we must never forget that with this great tool comes added expectation and responsibility to change the way we operate. You can download the ‘Amateur-Expert’ report on: www.amadeus.com
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ArabianTravel News and analysis for Middle East travel agents and tour operators
REGIONAL NEWS
Comment
NEWS
Registered at Dubai Media City PO Box 500024, Dubai, UAE Tel: 00 971 4 210 8000 Fax: 00 971 4 210 8080 Web: www.itp.com Offices in Dubai & London ITP Business Publishing CEO Walid Akawi Managing Director Neil Davies Deputy Managing Director Matthew Southwell Editorial Director David Ingham VP Sales Wayne Lowery
It’s your time to shine Celebrating the people of the travel trade
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Just how important the individuals working within the travel industry are was brought home to me this month during ATN’s interview with Ali Abu Monassar. Monassar has been a pioneering force within the region’s travel sector for the past 25 years, first as head of Net Group – the biggest tour operator in the region and now fronting his own DMC The Vision. Monassar, who must be one of the most passionate and enthusiastic individuals you’re ever likely to come across when it comes to talking about regional tourism, puts his success down to the strength of the personal relationships he’s managed to build up over the years with people in the industry. As Monassar puts it: “Our industry is all about people. Their experience, their commitment, their dedication and their promises are the most important element for any company in the travel sector.” It’s with this kind of sentiment in mind that here at Arabian Travel News we’ve decided to launch our very own awards night to celebrate the commitment and dedication, of those who we believe to be the ‘unsung heroes’ of the travel industry – the travel agents. It’s not been an easy time in the travel industry of late, what with the financial crisis, commission cuts, and swine flu to deal with, and that’s just for starters. And while there are no doubt plenty more challenges on the road ahead, right now we think it’s important to take a minute to stop and recognise the individuals still striving to be the very best they can be whatever the hurdles being thrown at them. So, if you think you, one of your colleagues or your company is worthy of an Arabian Travel News Award, don’t miss this chance to gain the recognition you deserve. Maybe your manager should be recognised for the inspirational leadership he’s shown your team throughout the crisis, pulling everyone together to reach targets when times were tough. Or should one of your team members be held up as a shining star for the sheer dedication they’ve shown to their role? Have you yourself ever gone beyond the call of duty for a client? Maybe you’ve pulled out all the stops to ensure that they still made their holiday when flights were cancelled, or do you volunteer for every training course under the sun to ensure your industry knowledge is up to scratch? The first Arabian Travel News Awards will take place during Arabian Travel Market on May 6th and will no doubt be a night to remember for everyone. Nominate now by visiting www.hoteliermiddleeast.com/atnawards/ This is your time to shine! Monika Grzesik, Editor, Arabian Travel News
To subscribe, visit www.itp.com/subscriptions Published by and Copyright © 2009 ITP Business Publishing, a division of ITP Publishing Group Ltd. Registered in the B.V.I. under Company Registration number 1402846.
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In its capacity as mouthpiece of the Middle East travel trade, ATN is eager to hear your news and views. Email monika.grzesik@itp.com
April 2010 – Arabian Travel News
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REGIONAL NEWS
Skillset Tried and tested
Fairmont Bab Al Bahr ABU DHABI BACKGROUND: Fairmont Bab Al Bahr opened in Abu Dhabi in October. Most of the hotel is complete, but the Willow Stream Spa is yet to open. There are more properties planned for the region including The Palm Jumeirah and Makkah in Saudi Arabia.
THE FACILITIES:
Include 2500m² of function space, a private sandy beach, two outdoor swimming pools, a fitness centre and the soon-to-be-completed Willow Stream Spa, which will offer several signature treatments.
THE ARRIVAL: Bab Al Bahr is conveniently located on Abu Dhabi Creek, next to the Shangri-La Hotels & Resorts complex. It is easily accessible from Abu Dhabi Airport (about 15 minutes) or by road (around one hour from Dubai). The hotel makes a statement with its modern and unusual facade. Some have criticised this contemporary structure, but personally I think it makes for an interesting and unique proposition. More impressive is the lobby area, which continues the modern theme. It takes a minimalistic approach to design, yet is not under-furnished. The vast space, characterised by mirrors and glass, has been carefully put together featuring unusually-shaped seating and lighting with contrasting fabrics and finishes, and Swarovski crystal dotted around for a sparkling finish. All this made for an impressive arrival experience, complemented by efficient and friendly valet parking and front desk staff. .
THE ACCOMMODATION: There are 369 rooms and suites in total. We stayed in a Fairmont Gold View Suite with views overlooking the Sheikh Zayed Grand Mosque and Abu Dhabi Creek. The one-bedroom suite (complete with king-sized bed) boasts a separate living space equipped with high-speed internet, LCD TV, working desk, sofa, plus a novel bathroom where the shower and bath room is combined. The WC and double vanity The impressive lobby features Swaroski crystals and mirrors
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RATES: Rates are available via the GDS, your wholesaler or the hotel direct, but worth a mention is the 36-hour weekend package, which includes early check-in (12 noon), one night in a Fairmont Room, Friday brunch for two at Elements, use of the hotel’s leisure facilities, buffet breakfast for two in Elements, lunch for two at Poolside, plus late check-out (6pm). It’s ideal for Dubai residents seeking a weekend away. Prices start from AED 1359.
Bab Al Bahr makes a statement with its sleek facade.
unit are separate and feature ample amenities. Design wise, the theme is “organic” with marble, walnut wood panelling and bamboo-inspired soft furnishings. Guests staying in one of the Fairmont Gold rooms are offered private check-in and check-out and full use of the Fairmont Gold lounge where breakfast is served, as well as afternoon tea and evening cocktails with canapés. Even though guests using the facilities are predominantly business travellers, kids are well catered to. There are jars of sweets on tap all day !
THE F&B: This really is something to write home about. The hotel boasts several outlets, but one not to miss is the Marco Pierre White Steakhouse & Grill – the first of its kind outside the UK. A relaxed yet sophisticated atmosphere pervades. I can highly recommend the crab cake to start followed by what I believe is one of the finest Wagyu steaks I have ever tasted, cooked to perfection. The UK chef has also collaborated with jockey Frankie Dettori to create Frankie’s Italian Restaurant and Bar. Other outlets include casual all-day dining restaurant Elements; the Chameleon bar, with vintage champagnes, cocktails and a resident DJ; plus the Poolside restaurant and bar; and The Chocolate Gallery. A Lebanese restaurant and lounge is opening soon.
TO BOOK: Travel agents have their own dedicated page on the Bab Al Bahr website: www.fairmont.com/babalbahr (also see http://famousagents.frhi.com/). Alternatively call +971 (0)2 654 3333 or email babalbahr@fairmont.com Also check the GDS and your preferred wholesaler for rates.
EDITOR’S VERDICT The hotel caters to corporate, MICE and leisure travellers thanks to its creek-side/beachside location, expansive leisure and corporate facilities, familyfriendly attitude and exquisite F&B offering. It’s close the airport, ‘new’ Abu Dhabi, ADNEC, plus Yas Island and is easily accessible by road, all of which is a real draw card. For GCC residents, particularly those from the UAE, requiring a weekend break it’s an easy sell. They can relax on the beach, dine in style, chill out in the Fairmont Gold lounge or if they can prize themselves away from the hotel, excursion propositions are close by in the form of the Grand Mosque.
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One Event, Unlimited Destinations Dubai International Convention and Exhibition Centre
The Leading Travel Exhibition for the Middle East Region
Arabian Travel Market 2010 guarantees to be more than just an exhibition, offering networking opportunities with international and regional buyers. Take part in a number of features including: n Seminars and Debates n Social Events n Careers Day – Thursday 6 May n Travel Agents Day – Thursday 6 May n Consumer Day – Friday 7 May
Official Airline
Official Hotel
For exhibitor queries, contact Wellah Ellis T: +971 4 364 2811 E: wellah.ellis@reedexpo.ae Register as a visitor at www.arabiantravelmarket.com/register2010 For all other enquiries, contact the Arabian Travel Market Customer Service Helpline E: atmhelpline@reedexpo.co.uk
Official Ground Handler
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REGIONAL NEWS
Skillset SKILLSET REVIEW
Agencies revisited W revisit 2009’s top scoring agencies to find that We ssome standards have slipped since our previous visits
Mystery shopping explained Each month ATN and Ethos choose four UAEbased travel agencies to mystery shop and find out how satisfied your customers are. The purpose of this exercise is to find out the good, the bad and the ugly when it comes to travel agencies’ customer service and sales execution performance. What are the mystery shoppers looking for? 1 AGENCY APPEARANCE
Scenarios Scenario 1: You are planning a 5-day holiday to Sri Lanka. Enquire about flight options, hotel options in different regions, tourist attractions and best time of year to travel. Ensure the travel advisor provides you with flight and hotel costs. If your agent is unable to provide these, take note of their willingness to email them to you – let them initiate asking for your contact details. Indicate if you received information as promised via email within a 24-hour period.
• Outlet easy to find? • Opening/closing hours displayed? • Outlet clean and tidy? • Travel brochures and related literature placed in a good orderly manner? • Comfortable temperature?
Scenario 2: You are planning a 5-day holiday to Nepal. Enquire about flight options, hotel options in different regions, tourist attractions and best time of year to travel. Ensure the travel advisor provides you with flight and hotel costs. If your agent is unable to provide these, take note of their willingness to email them to you – let them initiate asking for your contact details. Indicate if you received information as promised via email within a 24 hour period.
2 TRAVEL ADVISOR
• Were the employees well groomed? • Were employee name tags clearly visible? • Enough employees available to serve? • Did the travel advisor make eye contact to acknowledge your presence at the desk? • Did the travel agency you visited have a formal customer queuing system in place? • How long did it take for you to be served? • If you waited, did an employee apologise? • How were you greeted by the agent? • Did the agent provide relevant info? • Was the agent friendly? • Did they give you their full attention? • Were they knowledgeable? • Did the agent provide you with information in an easily-understood format? • Were you satisfied with the information you received from the advisor? 3 THE OVERALL EXPERIENCE
• Overall, based on your experience at this travel agency, would you recommend it to your family and friends? • How satified were you with the outcome of your visit to this particular travel agency?
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Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Star advisor St Well done Nurol Alam from Etihad Holidays. Nurol provided detailed, structured information to his customer leaving them completely satisfied. Nurol exceeded expectations by demonstrating excellent product knowledge. Nurol thoroughly
demonstrated the benefits of Etihad’s frequent flyer programme and current flight specials. Great job Nurol! His professionalism has ensured this shopper would happily recommend Etihad Holidays to family and friends.
About Ethos Consultancy Ethos Consultancy’s consultants have been handpicked from some of the most mature customer service markets in the world to ensure best practice is built into the mystery shopping process. Based on its years of expertise in the mystery shopping field, Ethos has developed a combination of products and services to help organisations understand exactly how their business is performing through the eyes their customers and employees. Contact: +971 4 332 6315, visit www.ethos.ae or email info@ethos.ae
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REGIONAL NEWS
MYSTERY SHOPPER SKILLSET
Mystery shopper
Etihad Holidays
Holiday Company
Al Tayer Travel
Al Rostamani
Sheikh Rashid Bldg, Al Maktoum Street, Deira
Sheikh Zayed, Emarat building, ground floor
1st
2nd
Opposite Cinestar cinemas, level 1 behind Second Cup 3rd
Summary: Score has decreased by 7% since our last visit in July 2009. Outlet appearance fell 10% as our shopper reported difficulty viewing opening times. The outlet was impeccably tidy, easy to find, with brochures easily accessible. Advisors maintained a great performance and were well groomed. Advice: One advisor was not too keen to provide details on the spot. Customers visiting agencies are looking for answers. Some info on holiday costs etc should be provided instead of relying on sending it through by email at a later date.
Comment: Score has decreased 4% since our last visit in November. Outlet appearance and overall assessment remain consistent but travel advisor performance fell 6%. Advisors were friendly and welcoming, but one failed to meet expectations in terms of info requested. In contrast, our second shopper was pleased with the detail provided. Both advisors lost points for not wearing a name tag. Advice: It is well worth investigating areas of uncertainty on the internet with your customer. They will appreciate the effort.
Comment: Customer service has fallen16% since May 2009. Outlet appearance remained consistent at 100%, but travel advisor and overall assessment criteria fell 16% and 35%. While Mr. Cletus came very close to winning this month’s ‘Star Advisor’, another advisor did not do so well, demonstrating a cold and mechanical attitude. Advice: A smile says a thousand words. A customer’s experience will suffer if advisors appear uninterested and unmotivated. It could be time for some reward and recognition programs to pep things up.
Comment: Overall customer service score decreased 15% since May 2009. Outlet appearance fell 10% as one shopper reported trouble viewing open and closing times. Unfortunately, staff were not wearing name tags. Points were lost too as one advisor was unable to provide any info as the internet was down, leaving the customer extremely dissatisfied. Advice: Yes, the internet is required for specific flight details etc, but advisors should have enough knowledge stored away to provide a general destination overview.
Etihad Holidays
Al Tayer Travel
Al Rostamani
Holiday Company
100%
100%
Dubai Marina Mall Etihad holidays office
90%
71%
80% 55% 79%
www.hoteliermiddleeast.com/travel
72.7% 90% 77%
55% 75%
4th
90% 70% 50% 71%
April 2010 – Arabian Travel News
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How to sell News analysis
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Arabian Travel News – April 2010
REGIONAL NEWS
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
News analysis
South Africa
Spotlight on South Africa With th the World Cup kicking off in June, now is the perfect time to sell South Africa, don’t destination has to offer h Af i jjust d ’ fforget what h else l this hi d i i h ff ith less than two months to go before the 2010 FIFA World Cup kicks off in South Africa this summer, time is running out to sell World Cup packages to your clients. According to FIFA, around 2.2 million out of 2.9 million World Cup tickets have so far been sold, and tour operators say packages are being snapped up fast as the event nears kick off. Emirates is offering tailor-made FIFA World Cup packages which include flights, accommodation, ground transportation and match tickets. Fans have a choice of three South African destinations to select as a base camp for their trip – Johannesburg, Cape Town or Durban - and packages include flights, accommodation in a 2,3,4 or 5-star hotel, match tickets and transfers to and from the airport and stadiums either by bus or by plane depending on how far the base camp is from the matches. MMI Travel has also introduced packages including flights, accommodation, ground transportation and match
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tickets. Rajeev Purohit, senior relationship manager, Strategic Alliances, MMI Travel says tickets are still available for all matches, but if clients want tickets to the final round matches they had better move fast. “MMI started selling packages in November 2009 and demand really started picking up after the FIFA final draw took place on the 4th of December,” says Purohit. “We have sold 300 plus packages to date. Currently, we have limited availability on the Final Round series matches, as they have been in very high in demand. Otherwise, packages are available for all other games of the World Cup.” MMI Travel has also been appointed as an agent for FIFA’s Official Hospitality Programme and Purohit says hospitality packages have been selling well to high net worth individuals and corporates. This year’s World Cup marks the first time the event has ever been held in an African nation, and all eyes are on South Africa to see how the country will cope with the massive influx of fans, who will be pouring in from 11 June – 11 July desperate for a piece of the action. Almost half-a-million visitors are expected to descend on South Africa to experience the spectacle firsthand; while 35 to 40 billion viewers worldwide will be watching the action on screen.
South Africa’s tourism industry is expected to benefit hugely from the exposure. Rajendran Vellapalath, regional manager, East Africa & Middle East for South African Airways says he expects to see a significant boost in visitor numbers to the country following the World Cup: “We are excited about the opportunities the event will bring beyond the big game for the African continent, especially from a leisure and business travel angle.” “The event presents significant tourism business opportunities to the continent According to reports, by the end of the world cup almost 450,000 new ambassadors will return home to spread the warmth and hospitality that Africa has to offer to the world. ” To prepare for the World Cup, South Africa is spending a whopping US$5.5 billion on projects such as improved facilities in Cape Town and Johannesburg airports plus a new airport, located just north of Durban opening in May. Six brand new stadiums are being built and four are being revamped, and a number of world-class hotels have also entered the scene, such as the One&Only and Radisson properties in Cape Town, while Sun City in the North West province has just undergone a major facelift to tune of $35.7 million. All the rooms have been refurbished and the old media centre has been converted into a brand new state of the art conference centre.
April 2010 – Arabian Travel News
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REGIONAL NEWS
How to sell South Africa
OFF THE PITCH For those with no interest in the beautiful game, South Africa offers an amazing array of things to do away from the pitch. The country has plenty to offer visitors: outstandingly beautiful natural scenery; some of the best game reserves on the continent; spectacular coastlines and vineyards through to exclusive resorts and an exciting nightlife. The destination is growing in popularity with visitors from the Gulf thanks to excellent flight connections with Emirates to Johannesburg, Durban and Cape Town; plus its reputation as a value for money destination. “We recommend South Africa to our clients as it is an all-year-round destination,” says Natalie Matteus from luxury travel company Odysseus. “It is very good value for money, the service is very good and it caters for all types of traveller - food lovers, nature lovers, sports lovers, adventurers, clubbers and shoppers. With great connections from Emirates, we have seen that South Africa is getting more and more interest among visitors from the Gulf. At the moment, people tend to be more price-conscious and look for value for money and South Africa has that.” Much is written about the high crime rate in South Africa, and it’s important to advise clients to take extra precautions when visiting the country. Visitors should take care when using ATM machines as common scams can involve stealing cash and PIN numbers. Choose ATMs carefully and try to avoid using
South Africa is growing in popualirty with visitors from the Gulf thanks to excellent flight connections plus its reputation as a value for money destination”
The Cape Town stadium has been newly built for the 2010 World Cup, it will host five first round matches and one semi-final.
SAMPLE PACKAGES Emirates World Cup Package For England fans living in Dubai who want to see England’s first two group matches (versus US and Algeria), Emirates has a 10-night trip centred in Durban. Prices start at US$5,580 based on double room occupancy, including economy flights, accommodation in a 3-star hotel, two Category 1 match tickets for both matches and transfers to matches in Rustenburg (via flight) and Cape Town. Emirates is running a promotion between now and 15th April for anyone booking this package, throwing in an extra two group match tickets for free (the free tickets do not include ground transportation). T: +971 4 214 4444 W: www.emirates.com
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MMI Final Round Package MMI has a 7-night trip starting at $10,767 per person inclusive of match tickets for one semi-final and the final in Johannesburg. The dates are 4th July – 12th July and include accommodation in 3-star hotel, flights, stadium transfers, and domestic air transfers to the semi-final. T: +971 4 404 5859 W: www.mmitravel.com Gorah Elephant Camp Odysseus offers 4-nights to Gorah Elephant camp, a game lodge in the Addo Elephant National Park. The package costs $1,632 and includes accommodation in a luxury tent, meals and two game drives daily. T: +971 7 204 1550 W: www.odysseus.com
Sun City & Safari Odysseus has a 7-day trip with three nights bed and breakfast at Sun City in five star accommodation, followed by two nights at Beyond Madikwe Safari Lodge in Madikwe Game Reserve, and two game drives daily. The price is $2,181 per person. T: +971 7 204 1550 W: www.odysseus.com Garden Route Wonderland Emirates has a 5-night chauffeur-driven car tour from Cape Town, taking in the natural beauty of the Garden Route. The price starts at $1,896 per person including accommodation, breakfasts and transfers but not flights to Cape Town. T: +971 4 214 4444 W: www.emirates.com
April 2010 – Arabian Travel News
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REGIONAL NEWS
How to sell South Africa
HOW TO SELL WHO TO SELL TO Football fans, honeymooners, families, adventure seekers HOW TO GET THERE Emirates flies daily three times to Johannesburg; daily once to Cape Town and Durban South African Airways flies between Dubai and Johannesburg, and daily to Cape Town and Durban from Dubai on a code share agreement with Emirates South Africa is famous for its stunning coastal and mountain scenery.
them at night or in secluded places. Keep expensive items under wraps and valuables in hotel safes and don’t wander off at night in cities you are not familiar with. Having said all of that, many travellers go to South Africa and do not experience any problems at all. Matteus who has travelled to South Africa alone on many occasions, says: “I personally felt very safe everywhere I went, even as woman alone. If you book with a well-known travel agency, they will only book you in good hotels in good parts of cities. That is an absolute must. Don’t go for the hotel bargains as you might end up in wrong parts of town. ”
MAIN ATTRACTIONS Cape Town: Situated amidst some of the world’s most outstanding coastal scenery, surrounded by mountains, fertile farmlands and vineyards, Cape Town must be one of the most stunningly located cities in the world. The landscape is dominated by Table Mountain. Visitors can ride to the summit by cable car for unparalleled views of the city and coast. Also high on the list of things to do is Cape Peninsula, with the shoreline between Clifton and Kommetjie being a particularly dramatic spot. Clients should be advised to take a journey through the Cape Winelands, to take in some outstandingly beautiful landscapes and have a chance to sample some of South Africa’s world famous wines. Another must-do tour is the Garden Route. Stretching from Mossel Bay to Port Elizabeth, this is one of the world’s most scenic journeys taking visitors through amazingly varied landscapes of soaring cliffs, spectacular beaches, rocky coves, thick forests, tranquil
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lakes and rugged mountains. Nearly 300 species of birds are to be found in a variety of habitats along the route, whilst nature reserves embrace the varied ecosystems of the area. The largest game reserve in South Africa, Kruger National Park is home to an unrivalled range of animals, including lion, leopard, cheetah, buffalo, elephant, giraffe, rhinoceros, hippopotamus and antelope. The park has restaurants, petrol stations, shops and rest camps. Kruger is so vast that it’s possible to travel for over an hour without seeing another vehicle. Sun City is a huge holiday resort less than two hours’ drive from Johannesburg which features luxury hotels, a casino, sporting facilities including tennis, squash, bowling and swimming, the wildlife of Pilansberg National Park, a casino, the Superbowl, Waterworld and two Gary Player-designed golf courses.
AGENT INCENTIVE As well as 10% commission, MMI TRAVEL is offering incentives for travel agents and tour operators selling its World Cup packages in the UAE: AED150 voucher if you sell a Group Stage package AED 300 voucher if you sell an Opening Ceremony, Semi Final or Finals package AED 500 voucher if you sell a Final Round series package
WHEN TO GO The World Cup takes place from 11 June – 11 July. Otherwise winter (June to September) is cooler and ideal for outdoor pursuits and wildlifewatching, while the summer months offer great festivals, including the Cape Town New Year Karnaval. VISAS All GCC nationals require a visa to travel to South Africa which can be obtained from the South African Consulates in Dubai and Abu Dhabi. Visitors from most Commonweath and Western European countries do not require a visa. WHY SOUTH AFRICA Excellent value for money, beautiful climate all year round diversity of things to do: beaches, mountains, cities, safaris good infrastructure excellent cuisine and nightlife good accommodation in all price ranges TOUR OPERATORS Emirates: www.emirates.com MMI Travel: www.mmitravel.com Odysseus: www.odysseus.com
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Agent action Ireland News analysis
REGIONAL NEWS
Shamrock’s shining agents Adeel Ahmed, Belhasa Tourism; Candida Fitzsimmons, Airlink International; Aiveen Ryan,Tourism Ireland; Laura Mendonca, Al Rostamani; Tarig Musa, Tourism Ireland
Tourism Ireland’s training programme Shamrock Agents has proved a hit with 100 agents signing up to complete the course he Shamrock Agents programme has been designed to educate the travel trade about Ireland, helping agents develop an in-depth understanding of what the country has to offer. The initiative had already been successfully launched in Australia, but it was remodelled for the Middle East market, following a module format allowing agents to test their knowledge of Ireland by answering three models of 20 questions each. Tourism Ireland marketing manager GCC Aiveen Ryan, who works for Dubai-based destination marketing company Gulf Reps, said the questions were designed to highlight the diversity of Ireland, encouraging agents to develop individual packages more suitable to the needs and desires of their customers, whether they were families, couples or extreme sports enthusiasts. The programme was launched in July 2009, and following a successful year, the programme has already welcomed its 100th Shamrock Agent and sent top graduates of the
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Arabian Travel News – April 2010
programme on trip of a lifetime to Ireland. ATN caught up with Tourism Ireland’s Ryan and sales executive Tarig Musa; top Shamrock Agents Laura Mendonca from Al Rostamani Jumeirah Centre Beach Road and Adeel Ahmed from Belhasa Tourism Travel; and 100th Shamrock Agent Candida Fitzsimmons from Airlink International to hear more about what everyone had learned. ATN: How successful has the Shamrock Agent programme been? RYAN: We launched the programme with a target of 50 agents completing it in the first year. But we already have had 150 people sign up with 100 having completed it. We thought it would be nice to recognise the 100th Shamrock Agent, Candice. We also organised a fam trip in September for the top six scorers which include Laura and Adeel. It’s an online training programme and it’s not rocket science, but we couldn’t bring 100 agents so we had to find a way to reward participation in the programme.
Laura was the top agent with 59 correct answers out of a total 60. We have continued to promote the programme and we will probably add another level, but we haven’t started that yet. ATN: How have you been promoting the programme to the travel trade? RYAN: We have a good database of travel agents in the region. We initially sent out a mailer to all our agents saying ‘please sign up’ and hopefully you will get to participate in a fam trip to Ireland. Tarig does sales calls every week, so he meets the trade and encourages them to sign up. We sent a lot of reminder emails from our database that we had built up over time from Arabian Travel Market and regional shows. ATN: How was the fam trip? MENDONCA: It was incredible — amazing. We went to Dublin, Cork and Galway for four nights five days — we covered quite a lot. AHMED: I wasn’t surprised by Ireland, it was
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REGIONAL NEWS
News analysis Ireland
Training
100th Shamrock Agent NAME: Candida Fitzsimmons AGENCY: Airlink International UAE POSITION: Consultant, leisure travel
I was referred to the Shamrock Agent programme by another consultant who knew that I was into training programmes. I had already completed The Swiss and Austrian online programmes. So when I was told about the Irish scheme, I knew I wanted to do it and managed to complete it all in just one day. The system is very user friendly. Our agency has a lot of enquiries from people who want to travel to the UK, but are looking for a new destination. Before they used to just travel there for business and come back, but now they are extending their trips by two or more days and seeing a couple of places and that is something Ireland fits into. Not everyone can go on trips so programmes like this are a genuine contribution to the travel agent and the destination providing the trip. You get to know more about the place – too many travel agents just don’t get enough information on the products they are expected to sell.
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The course has helped a lot in terms of getting travel agents to understand a lot more about Ireland ” what I expected it would be, but it was quite interesting to see it. MENDONCA: The cliffs of Mohair were amazing and the last day at Powerscourt was great — Kinsale was also very nice. MUSA: It was a beautiful town. All the houses are painted very colourfully. ATN: Has the programme helped you to sell Ireland to your clients? MENDONCA: The trip was in September and that’s when clients stopped booking in favour of winter sun destinations such as Thailand. Now is the season for coach tours and enquiries have picked up. I already have three from April. A lot of Indians want to club Ireland with England and Wales to create a mini tour. AHMED: They are promoting the destination very well these days and enquiries are coming. Having direct flights with Etihad is also great.
How to become a Shamrock Agent To sign up, agents must visit www.shamrockagents.ae Once training is completed you receive a free Tourism Ireland goodie pack and certificate. Travel agents will eventually be able to enroll on a higher-level course, which when finished, will see them receive a certificate as a Specialist Shamrock agent and have the chance to win a place on a special fam trip to Ireland.
ATN: Would you recommend the programme to other agents? MENDONCA: I would and I have already told my colleagues about it. AHMED: We like to study and read and we like to give information to our guests. We have a small group of friends who are all travel agents who like to share these courses. Laura suggested it to me and I suggested it to someone else. MUSA: The course has helped a lot in terms of getting travel agents to understand a lot more about Ireland. Before it was very difficult to communicate with agents about what Ireland had to offer and what people could see and do there. Most of the people I deal with have taken the programme and a few people have been on other fam trips. It’s also now easier to get travel agents to contact agencies and DMCs in Ireland to set up their own packages. ATN: How important is this type of training for your jobs? MENDONCA: It’s very important because going to a place and experiencing it personally allows you to build a better relationship with your clients. Even the smallest thing, like driving from Dublin to Galway and Galway to Cork allows me to suggest to my client that they hire a car — if you don’t know about that you won’t be able to suggest it and then you lose a chance to up-sell on the product. FITZSIMMONS: A lot of the clients ask, ‘have you been there?’. AHMED: And then you feel shy if you haven’t. MENDONCA: We have a lot of enquiries about Europe from Indians and they want to go to places with visa on arrival. But with the Republic of Ireland it is very easy to get the visa because we now have experience ourselves with doing that. Within two days we had got the visa. AHMED: It’s also a simple procedure without lots of questions about where you are going within the country. MENDONCA: For Northern Ireland you need a UK visa and a lot of agents would sell a Republic of Ireland visa. This has happened to a client with one of our competitors, she didn’t realise this and she lost her money, so lots of agents are misinformed — courses like this help massively to avoid such things.
April 2010 – Arabian Travel News
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REGIONAL NEWS
Agent action
SAA search for travel trade talent Modelling and dancing competition ‘Come live your dream’ now open South African Airways (SAA) is on the hunt for talent in the Middle East travel trade following the launch of its 2010 ‘Come live your dream’ g and dance show contest event - a modelling This open to entrants throughout the region. re anticipated folyear’s event has been much antic of the 2009 lowing the phenomenal success o event, which saw 580 agents apply. appl Rajendran Vellapalath, regi regional manager, East Africa & Middle East, South African Airways promised that this y year’s event would be even more exciting th than before. differently this “We are doing it a bit diffe fashion show we year – as well as the fashio competition want to have a dance co for the travel trade,” he said. sai 43 dance finalists selected will be through an audition process proc Indian chotrained by renowned In Singh. The conreographer Abhey Singh whittled down to testants will be whittle titles in varicompete for dance titl including: Bolous categories inclu lywood, hip-hop, ccontemposalsa rary, jazz and sals nal is set to The grand fin August, when take place in Au launch its new SAA will also laun South Africa brochure ‘I luv So Africa’. the Gateway to A Vellapalath ssaid ‘Come dream’ had been live your dream conceived by SAA as a “giving someway of “giv thing back” to the travel to give trade. “You have h back to your something b travel agents over here. You have to work very
closely with them; Winning the they are the ones competition last year who support any was like a dream come travel supplier in this part of the true for me world. There are 6000 travel agents in the Middle East and without them there is no business - they are the bread and butter of any airline, so you have to look after them. This is just our way of giving something back.” Arabian Travel News is the official media partner for the event and will be there to cover the action every step of the way.
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How to enter: If you think you have got what it takes, visit the website to enter: www.flysaaholidays.com or www.southafricaholidays.com. Registration for the dance contest closes 15 May Registration for the fashion show closes 20 June
Agents strut their stuff on the catwalk at the launch event.
Full name: Shafraz Abdul Azeez Age: 23 Agency: Al Rostamani Travel and Holidays Title: Business travel consultant Winner: ‘Best Smile’ Come Live Your Dream 2009 “I always wanted to be in fashion but fate brought me into travel. When I heard about the ‘Come Live Your Dream’ event last year I did not hesitate to enter. At first I was not thinking I would win anything, I just wanted to walk up the ramp; I was quite excited about that. Winning the competition last year was like a dream come true for me. It has given me the confidence to pursue modelling as a hobby so I can get the satisfaction out of it that I always dreamt of. Since the show I have entered a few other competitions and applied for modelling agencies and I have been chosen as the ‘Splash Fashion Model of the Month’. I don’t walk to way I used to walked before or smile the way I smiled before. My ambition is to get on the front of a brochure and become the face of South Africa - I would love to win the competition this year.”
‘Come live your dream’ launch event in March
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Arabian Travel News – April 2010
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REGIONAL NEWS
Agent action NEWS MIME
New recruit ATN chats to Suman Bose, newly appointed sales manager at Mercure Grand Jebel Hafeet Hotel to hear about his role ATN: What is your travel industry experience? I have been in the hotel and tourism industry for more than 12 years. I started my career with Accor in Oman in 1998 and worked for a short period with Lotus Hospitality in Dubai, but it’s great to be back with the Accor family again. ATN: What was your job before you joined this property? I worked for a Destination Management Company in Dubai promoting the desti-
nation to the UK and Indian markets. It helped me to learn about travel agents and I also came to know what kind of rates other hotel chains were offering. ATN: What attracted you to this role at Mercure Grand Jebel Hafeet Hotel? Since my hotel management college days I have been interested in sales and marketing. The Mercure Grand Jebel Hafeet Hotel is a unique hotel, close to Dubai, and this is what attracted me to the role.
Dubai is still going through a financial crisis. The market is not ready to spend yet and is asking for the cheapest deals ” ATN: What do you hope to achieve in this new role? Given the current market scenario, my priority will be to look for new clients to
boost sales to the hotel. Product information about this beautiful property has to be passed on to the corporate world.
ATN: What do you think will be the biggest challenges you will face in this role? Dubai is still currently going through a financial crisis. This means the market is not quite ready to spend yet and is always asking us for the cheapest deals. That’s a challenge as far as I see it, as our service standards are very high. The other challenge is that Mercure Grand Jebel Hafeet was a five-star hotel a few months back and now we are trying to get those stars back again.
Checkin’ in/checkin’ out KEMPINSKI SWITCH
SHAIKH IT UP
Kempinski Hotel Ajman has appointed Farzeen Patel as its new training manager. Farzeen is from Canada and has five years experience in the hospitality industry across three continents. She is already part mpinski of the Kempinski aving family having worked with ki Hotel Kempinski he EmirMall of the he past ates for the s. two years.
Landmark Hotel Group Dubai has appointed Shafique Shaikh as a group director for sales and marke marketing. Shaikh brings with him oover 20 years of experience with in international hotel brands includ including IHG, Rosewood, Merid Meridian, Accor and Oberoi. He previo previously held the role of general M Manager of Zagy Arabian Suite Suites, Dubai.
ATM TAKES TWO AT Ara Arabian Travel Market has boosted bo its team by two n members. Rosie new G Geyman, who hails from t UK, is involved with the liaising and building relationships with suppliers
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and sponsors for the show, as well as producing marketing materials. She is also helping in the implementation of multi-channel marketing activities. Luke Boulton also joins the team from the UK, having spent two years working in Canada. Luke is responsible for the website and development of Arabian Travel Market’s online presence. He is working closely with the sales team in order to ensure consistency in communications and messaging, and with outside agencies to ensure ATM is at the cutting edge in online development.
TALENT-HUNTING TAKI Rania Taki has joined the Renaissance Hotel, Courtyard by Marriott and Marriott Executive Apartments Doha City Center as Talent Acquisition Manager. Rania joins the pre-opening team from the Renaissance Dubai Hotel to focus on recruitment and talent acquisition.
ROGERS NEW ROLE John Rogers g has been appointed general manDe ager of Desert Islands R Resort & Spa by An Anantara. Rogers began h hoshis p pitality c career
25 years ago in the UK as a management trainee in Chester and has since worked in hotels around the world.
PULLMAN PULLS IN CHAUDET Accor Hospitality ME has appointed Laurent Chaudet as general manager for Pullman Dubai Mall of the Emirates. Laurent has 25 years experience in hotel management and has managed several Accor properties across Asia, as regional general manager for East Indonesia Novotel, general manager for Novotel Ambassador Seoul Korea, opening GM for Sofitel Suzhou China and GM of Grand Mercure Xidan Beijing.
April 2010 – Arabian Travel News
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REGIONAL NEWS
Agent Action
All aboard for a taste of France in the Gulf xxxxxxxxxxxxxxxxx
Renaissance Dubai Hotel, Luxury Yachting Catamaran and tour operator Atout France treated the travel trade to a cruise around Dubai on board a luxury French catamaran Atty Kurian Anta Holidays;
Francisco Giles Renaissanc
e GM.
Deepak Thapar, Yasmine Hidalgo, Frederic Huyn Quan, Edmund Menezes, Emira Thabet. o Travel
Andre Lopez, Kano
Simon D’Mello and
Julie Huertas
, Camila de Pierrefeu the captain, Estelle Amiot.
t. The travel trade boards the yach
Five minutes with... Averil Clarke, Chase International’s new Business Development Manager ATN: What is your travel industry background? I have a degree in Hotel Management from The Shannon College of Hotel Management. I have worked for 15 years within the hospitality industry, mostly in a management role, but my key expertise is within sales and marketing of hotels and golf courses. ATN: What attracted you to the role at Chase Travel? I was attracted to Chase Travel by its business ethos, proven market growth and it’s modern and customerfocused approach to business. Chase Travel is an online travel wholesaler, well established since 1990,
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and has been rewarded by the industry for its booking engine, service and content. ATN: What made you make the move to Dubai? a? Having visited Dubai ubai on numerous occasions, ions, I wanted to broaden en my experience within in the travel industry here. Dubai struck me e as a very forward and nd progressive country y with a huge variety in terms of size and d specifications of hotels, ranging from the world’s only seven star hotel to resorts such as Bab Al Shams.
Arabian Travel News – April 2010
Dubai struck me as a very forward and progressive country progress huge variety with a h in terms term of hotels” ATN: What does your role at Chase Travel entail? The aim of my role is to improve sales growth, operational efficiencies and most importantly continue to strengthen relationships with key client accounts in the GCC market.
ATN: What do you think will be your biggest challenge? It is my belief that now more than ever price is a major influence. But Chase Travel offers a combination of price, availability, service and technology. These are essential ingredients for both Chase Travel and our valued clients. ATN: What are you most looking forward to? I am delighted to join such a dynamic, enthusiastic and result focused company. I look forward to developing strong relationships with our existing customer base and introducing new customers to Chase Travel.
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