An ITP Business Publication
November 2009 Issue 11 Vol. 4
A TOOL OR A TORMENT? Thee future future of of GDS GDS ngs discussed discussed bookings
GETTING MEAN ABOUT GREEN UNWTO NWTO ggets ets tough tough on green iissues
THE METMS 2009 AGENDA UNVEILED 00 64
G
d an
TM
St
w W
w
V
rif
ty. co
m
THE TRAVEL INDUSTRY’S MOST INFLUENTIAL PLAYERS REVEALED
w .th
High-profile High-profi le summit tackles tough topics
ILTM INTERVIEW | MYSTERY SHOPPER | PACKAGE PLANNER | FLYDUBAI REVIEW | AGENT OF THE MONTH
Contents 17 Tourism boards
News 03 Regional news Joint ventures and consolidation for Dnata; ITP seeks partners; and ATM 50% contracted.
08 News analysis Arabian Travel News discusses the pros and cons of booking hotels and car rental on the GDS.
39
New France representative targets Middle East’s top end and Malta launches GCC offensive.
18 Tour operators Al Rostamani gets SriLankan Holidays contract and Dnata Holidays considers change of focus.
19 Add ons Car rental companies perform well in 2009 plus agent specials.
12 Airlines A look at Oman Air’s new A330300, while SAS and Norwegian go head to head in Dubai market.
14 Accommodation
20 Tools Agents should offer value over price, asserts Travelport GDS.
Doha hotels claim they are optimistic about 2010 prospects; Oman Air’s new airport hotel; and destination spa for Zighy Bay.
21 MICE
16 Cruise
22 Luxury
Royal Caribbean’s Dubai-Singapore sling and new Princess family cruisetour to Alaska.
Niche hunting products in Norway; luxury travel trends for 2010; and ILTM to draw the crowds.
Confidence index reveals good prospects for Abu Dhabi’s burgeoning MICE industry.
39 Power 50
Skillset 32 Mystery shopper
36
ATN’s mystery shopper asks four Sharjah-based agents for packages to Egypt and Jordan.
34 What’s new The latest hotel openings, airline routes and visa rules you should know about.
35 Package planner This month Kanoo Holidays puts together some winter sports packages for a group of five men.
Arabian Travel News reveals its run-down of the 50 most influential people in the Middle East’s travel and tourism industry — the first such list to ever be published.
Agent action 55 Agent interview Al Naboodah Travel and Tourism Agencies head of leisure and marketing Shibly Jowhershah discusses the current challenges facing his business.
56 Agent of the month
36 Reviews Evason Ma’in Hot Springs & Six Senses Spa and flydubai get put through their paces.
BCD Travel tours manager Rahul Pradhan, nominated by VisitBritain, is this month’s star.
13 Q&A 26 Interview
56 www.hoteliermiddleeast.com
UNWTO secretary general Taleb Rifai talks to ATN about UNWTO’s stance on climate change and why the UK government is not getting a Christmas card this year.
November 2009 – Arabian Travel News
01
REGIONAL NEWS
News
News
JVs and consolidation for Dnata
Q Qatar 2022 bid bboosted on web
New business development VP sets out company’s current strategy
SSPORTS TOURISM
STRATEGY Dnata is on the look out for investment opportunities, joint ventures and acquisitions while simultaneously looking to drive better efficiencies across the business. That’s the message sage from the company’s incoming vice president of business development, Ailsa sa Pollard, who is currently reviewing existing relationships hips and business practices. She told ATN that at in the financial climate ate meant there were ere good opportunities ies to invest and seek ek joint ventures. “I am reviewing investments that are in the pipeline and
am looking more at joint ventures rather than pure acquisitions,” she said. “There are some interesting JVs we are looking at with local and international companies.”
Pollard: some “interesting” JVs are under review.
DTTAG reviews GTTAC bid ASSOCIATIONS The general secretary of the Gulf Travel & Tourism Associations Committee (GTTAC) has stated its case to the Dubai Travel and Tour Agents Group (DTTAG). Hani Khorsheed, the general secretary of the Abu Dhabi Travel and Tourism Agencies Council (ATTAC), which is spearheading
Fewtrell: DTTAG committee now discussing GTTAC membership.
www.hoteliermiddleeast.com/travel
GTTAC, visited DTTAG heads last month in a bid to persuade them to join the Gulf-wide group, which has already signed up agency associations from Bahrain, Kuwait, Sharjah and more recently, Qatar. DTTAG manager Leo Fewtrell told ATN: “We are reviewing the draft constireviewi and looking to ensure tution a we will be able to comply the rules of the new with th association prior to makassocia ing a ccommitment in full. We will also be submitting any an reservations concerning the constitution as soon as deliberations are complete.”
She said there were many companies that were “in distress” and that it was therefore “a good time to re-negotiate existing relationships”. “There are companies out there that in the past have been your ccompetitors, but you can now no look to work together wit with them,” Pollard continued. “Communication across tthe industry and with other TMCs TM has become much more o open.” Pollard ha has joined Dnata from Leisurecorp where as Leisur chief operating officer she opera was responsible for business respons strategy, acquisition, manac agement and divestment of a number of assets nu and joint joi venture relationships. tions She S said her role at Dnata would
also see her focus on consollidation and efficiencies. “It’s early days right now, w, but something we are putting g in place is consolidating UAE E contracting — for Gulf Venntures, MMI and Dnata Holiidays,” she revealed. “This will help us and the e UAE hotels.” Pollard said Dnata was also o working on joint marketing g campaigns across all of its ts “channels to consumers”. Therefore the air and nonnair (Dnata Holidays) cammpaigns will work in tandem, m, starting with Eid break proomotions out soon. Pollard also disclosed d that Dnata Holidays would d broaden its offering to o include three- and four-star ar products. See page 18 for or more details.
The www.qatar2022bid.com site.
Th Qatar 2022 Bid for the The FIFA World Cup has unveiled FIF a new website (www. qatar2022bid.com) featuring qa the campaign’s new brand logo. Qatar 2022 communilog cations director Nasser Al cat Khater said the site was one of Kh the “cornerstones” of its campaign to bring the flagship pa tournament to the Middle tou East. The Qatar 2022 brand Ea would continue to evolve wo ahead of FIFA’s Host Nation ah decision in December next de year, he added. yea
Domestic stays buoy Abu Dhabi STATISTICS Abu Dhabi’s hotel market has fared well in 2009 compared to other global markets, buoyed by domestic business, the Abu Dhabi Tourism Authority (ADTA) has said. While occupancy and guest night rates for July 20082009 year-to-date showed a 9% decline, average occupancy rates were still 77% and one of the world’s highest according to ADTA strategy and policy director Lawrence Franklin Revenue growth hit 7%, much of which can be attributed to Q1 when globally, rates were sliding he said. “More recently, average room rates have stabilised,”
he added. Franklin said the domestic market had performed extremely well — up by almost a third to July 2009. “A strong local economy and residents’ desire to holiday at home have helped hold up the business and leisure market,” he explained. Franklin was speaking at the ADTA’s first annual industry forum, which took place last month and involved key stakeholders in the UAE travel and tourism industry.
10
%
Franklin said the task ahead was to target the “upper and emerging middle classes” from new outbound growth markets such as India, China and Russia. Delegates also heard that around 10,000 new rooms would open in Abu Dhabi before the end of 2010, with a further 7000 under construction to come on line in 2011. ADTA is targeting 10% growth in hotel guest arrivals next year and 15% in 2011.
The growth in hotel arrivals for 2010 targeted by Abu Dhabi.
November 2009 – Arabian Travel News
03
REGIONAL NEWS
News
GLOBAL UPDATE
ITP looks for new TMC partners Alliance wants to fill gaps in Saudi Arabia, Qatar, Bahrain and Oman A
Signs of tourism recovery in H2 2009 The UNWTO has predicted a recovery in global tourism in 2010, with signs of improvement already showing in 2009. World international arrivals declined by 4% in July, a relative improvement when compared to decreases of 10% and 7% in May and June respectively, said the UNWTO. In addition, countries that already reported data for August reveal this month was not as depressed as the first six months of the year. Arrivals worldwide are estimated to have declined by 7% in the period January to July 2009, compared to the same period last year. “Other industry indicators from air transport and accommodation sectors corroborate this upward trend,” said the UNTWO. As decline rates are anticipated to ease during the remainder of 2009, international tourism is forecast to decrease within a range of -6% and -4% this year.
04
PARTNERSHIPS PA Ind Independent TMC network, International Travel PartnerInt ship (ITP), has revealed plans shi to fill the gaps in its Middle East coverage. Ea Director of partnership D relations Ian Epps said he was rel particularly keen to secure a pa TMC in Saudi Arabia, while TM he was also in touch with independents in Qatar, Bahind rain and Oman. rai “I am in discussion with a possible partner in Saudi Arapo bia that hopefully will come to ssomething,” Epps told Arabian Travel News. “They feel bia they have reached the stage the when it’s time to look at joinwh ing a network.” Partnerships in Yemen, P Syria and Lebanon were also Syr on the cards, he added. IITP currently has partnerships in 33 countries includshi
ing the UAE where it recently signed-up Abu Dhabi’s Al Jaber Travel. Epps said ITP’s policy was usually one partner per country, however, if two companies within the same country were willing to work closely together, the group would consider it. This is the case with Al-Futtaim Travel, the agency that Al Jaber’s vice president, Paul Farrell, used to manage. “They are working together and Abu Dhabi and Dubai are on separate BSPs, so it works well,” explained Epps. “Our priorities are dictated by commercially-important markets — when a partner or customer who requires us to have a presence.” In addition to the UAE, ITP currently has partners in Jordan, Egypt, Kuwait and Iran. In order to be a partner
TTHE UNWTO’S REGIONAL PANORAMA: • Although the decline in the Middle East is ssignificant (-13%), th this is the only region, aapart from Africa, which pposted positive results in June and July. • The positive results in A Africa (+4%) reflect the sstrength of North Africa aand the positive results oof destinations such as K Kenya and South Africa. • Europe (-8%) is still eenduring the impact of re recession but the impprovement in data for JJuly (-4% as compared to -11% in May and --7% in June) shows
Arabian Travel News – November 2009
Epps is in discussions with a possible partner in Saudi Arabia, he told ATN.
Epps said TMCs must be financially secure, have an IATA license and must not only be willing to reap the benefits, but to contribute by helping fellow members also. “They must have a multinational mindset,” he said. “The main benefit [of being part of ITP] is the ability to develop sales opportu-
G sings up GSM AAl Rostamani PARTNERSHIPS PA
The Middle East posted tourism growth in June and July.
demand is picking up. • In Asia and the Pacific (-6%) some destinations such as Korea and Malaysia are bucking the negative trend. • In the Americas (-7%) though there was a lower decline rate in July, this has not been as significant as in Europe.
UA UAE-based Al Rostamani ni Travel and Holidays has been Tra n signed up as the exclusive sig e UAE partner of Global SpeUA ecialist Markets (GSM). cia GSM is a partnership of G 39 independent travel mannagement companies from age m around the world that proaro ovide “innovative, flexible vid e and competitive solutionss an to meet international travel el needs” for corporate clients. ne IIn order to be a member, r, TMCs must meet stringent TM nt criteria and must ultimately cri y “guarantee the delivery of “gu seamless and consistent sea nt global travel solutions”. glo
nities between one another,” Epps added. ITP has a “mature” hotel programme, having secured special rates with 16,000 properties globally. “Another of our strengths is SMEs corporate businesses while most of our partners are very experienced in MICE activity,” Epps added.
Corporate market travel trends • Corporates are taking day trips for meetings instead of staying overnight • Australia is only just starting to feel the pinch • “Tiger economies” such as Ireland and the Balkan states have suffered • Germany and France showing stronger recovery than the UK Source: International Travel Partnership (ITP)
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
News
ATM 2010 “sitting pretty”: RTE Annual trade show already 50% contracted according to organiser TRADE SHOWS Arabian Travel Market (ATM) organiser Reed Travel Exhibitions (RTE) has claimed it is “sitting pretty” fo 2010 with 50% of the travel show already contracted. “It’s mainly because we are keeping to the same floor plan as this year because all the exhibitors were happy,” explained ATM marketing manager Lucie James. She said RTE would also stick to the same amount of floor space — it was 20,228m² in 2009 compared to 25,000m² the previous year.
“The shortfall came from the property element so this year ATM was a pure travel and tourism show — we have had a very positive response to this,” James added. “Also, the reduction in space last year was not a reduction in content because those who didn’t have a stand shared with those that did.” She said most exhibitors were sticking to the same stand size as 2009 for the 2010 installment, which will take place at the Dubai World Trade Centre from May 4-7. “People are being careful and looking to get as much as
Travel Agents’ Day is on day three.
possible out of their investment,” she added. RTE said Careers Day would be moved from day four to day three of the event (May 6) to coincide with Travel Agents’ Day and this year would bring in HR managers from across the travel and tourism industry to talk about career development. Travel Agents’ Day will run as usual with Arabian Travel News hoping to grow its already successful passport scheme. The topic for debate on Travel Agents Day is currently being discussed by ATN and RTE.
ATM 2009 RESULTS 6.5% Increase in visitors compared to 2008 5.14% Increase in travel trade professionals attending the show 2211 Members of the public visited the exhibition on Consumer and Careers Day 1.9% Increase in Buyers Club members 146 Hosted Buyers compared to 119 in 2008
IT’S A HOTEL but not as you know it At Media One Hotel, we believe in doing things differently, so come along and check it out for yourselves. No fuss, no frills, just cool rooms, a great place for business meetings, lunches or after work chill out sessions. Located in the centre of the bustling Media City district, don’t expect anything standard inside this sleek and stylish hotel. Open spaces, modern designs and cool features make up the striking and ultra-trendy scene at Media One.
Welcome to our funky new world.
To book your date with us call +971 (0) 4 427 1000 or email - cu@mediaonehotel.com www.mediaonehotel.com
www.hoteliermiddleeast.com/travel
November 2009 – Arabian Travel News
05
REGIONAL NEWS
News
Dnata celebrates 50 years in business Dnata has transformed from a two-person ticket agency to a multi-sector operation THE DNATA TIMELINE
1958
Dubai government nationalises airline ticketing with the establishment of Dubai National Air Travel Agency
1959
Dnata starts trading out of a small shop in Bur Dubai souk
1960
Dubai International Airport opens on September 30
Dnata offices open in Dubai, Sharjah and RAK. Two agents allowed to sell Dnata tickets from Kuwait, each receiving 3% commission. Al Nasr Square HQ opens
1977 The Dnata building has become a landmark on Sheikh Zayed Road.
ANNIVERSARY It was the vision of the former ruler of Dubai, HH Sheikh Rashid bin Saeed Al Maktoum, that brought Dnata in to being — nationalising airline tickets sales to generate revenue to fund the construction of a Dubai aviation hub. The newly created Dubai National Air Travel Agency — Dnata — set-up shop in Bur Dubai souk in 1959 as Dubai’s first dedicated travel agency, transforming the way people booked their travel, giving them access to professional staff armed with the latest technology and a knowledge of airlines and schedules that went beyond the ad hoc practices of the day. The operation grew slowly at first, but in tandem with Dubai’s expansion, it began to take on new roles — as a government travel service and later providing leisure, medical and student travel services. Up until 1980, airline ticketing accounted for 100% of Dnata’s business, but within five years, hotel and car rental were providing
06
more than one-third of turnover, leading to the formulation of the leisure division and later Dnata Holidays. Today Dnata covers three principal areas — cargo, ground handling and travel services and has a staff of more than 6500. The business boasts around d 100 outlets GCC-wide and d one in Afghanistan; six h holiday olliid o day ay lounges in Dubai; represents epresen en e nts ts 35 major airlines; and is the regional partner for HRG. Other divisions span offshore and marine; private jet charter; luxury hotel representation, DMC and incentive travel; contact centres; holiday packages; and cusstomer programmes such as as the NBD Dnata credit card. Dnata Travel Services divisional senior vice president Iain Andrew said he would continue to grow the portfolio of businesses and expand the firm’s regional presence. “We also plan to grow our investment with global contact centre outsource organisation The Mindpearl Group [of which we own a 49% stake],” he said.
Arabian Travel News – November 2009
1970
Dnata ends its long-standing co-operation agreement with BOAC and appoints its first general manager — Maurice Flanagan
The first corporate logo created and a staff uniform is designed. A common language reservation system is also introduced.
1981
GSA for 22 airlines with 14 outlets, issuing 600,000 tickets annually, Dnata moves to new centre with 156 counters
Emirates launched, with flights to Karachi and Mumbai
1992
1979 1985
Dnata corporate travel joins the Business Travel International network Axis is launched by Dnata; a ME/Asian distribution network
1998
1994
Dnata is GSA for 33 airlines and runs 28 travel shops plus Holidays by Dnata launched
Dnata Travel Services moves to new HQ on Sheikh Zayed Road
2003
2001
A new identity is launched with a green/blue logo new id DTA opens its first regional outlet in Kuwait. The first Holiday Lounge by Dnata opens in Dubai
2004
BTI iss dissolved and Dnata partners with Hogg Robinson Group, d oup,, with oup with corporate corpor p a travel re-launched as HRG UAE; Dnata opens in Saudi Arabia
2005
Dnata acquires D DMC Gulf Ventures; is appointed regional managing partner for HRG in the Middle East, North Africa and West Asia
2007
2006
Luxury Luxxury Hotels by Dnata is created to offer sales, marketing nngg and nd PR to t upscale ups p ccal ps a e properties targeting Middle East; Dnata/HRG opens in Abu Dhabi Dnata buys 20% stake in Hogg Robinson Group, later increasing this to 23%; Luxury Air Travel by Dnata is launched
2009
2008
Dnata Afghanistan’s first one-stop travel shop in Dna ata ta opens o Kabul Kab abuull and a Dnata/HRG opens in Qatar Kabul
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Advertorial BIT
BIT gears up for its 30th show The 2010 installment of the Borsa Internazionale del Turismo looks set to add even more workshops and innovations to its programme of events Price freeze: fees for BIT 2010 remain the same as 2009 rates.
About BIT 2010
The 2010 edition of the Borsa Internazionale del Turismo (BIT), an industry leading travel trade show comprising a large portfolio of technical workshops and networking opportunities, looks set to become one of its most diverse editions yet. The 30th BIT International Tourism Exchange takes place from February 18-21, 2010 in the Fieramilino district of Rho, Italy. A series of new dedicated platforms have been announced, including foreign-on-foreign workshop Buy World, a first for the international travel exhibition. Buy World, will focus on supply and demand in international tourism, bringing together 100 buyers from dynamic South-East Asian markets and 200 tour operators and travel agencies from more than 140 countries represented at BIT. Alongside Buy World will be several other new exhibition initiatives including the dedicated venues and locations area, the short-break zone and the wellness/spa zone. Other show favourites will also make a welcome return, such as the Bit Itinera conference on religious
www.hoteliermiddleeast.com/travel
BIT 2010 is the event’s 30th installment.
tourism. The second edition of BIT Itinera will focus on the growing spiritually-motivated element of the sector. New pilgrims are embracing a broader outlook on spirituality, often independently of specific faiths, and are seeking out deeper artistic, cultural and scenic experiences in religiously-inspired destinations. Recognising this trend, this year’s BIT Itinera is broadening its range of activities to include the big three monotheistic religions. Buy Club International, the only international workshop dedicated to the world of associations, and the “silver edition” of Buyitaly, the world’s largest collection of workshops focusing on Italian products,
will also return to the trade show. The exhibition has been bolstered by the news that Italians will continue to travel despite the tough economic conditions globally. The report Where Italians go on Vacation, based on research conducted in April and March, confirmed that Italians, despite being more thrifty, were unwilling to cut their travels out of their budgets. This attitude has lead to positive forecasts for 2009 in the growth of on-line reservations, a stabilisation of domestic travel volumes and a reinforcement of low-cost flights. Further information on Bit 2010 can be found online at www.bit. fieramilanoexpocts.it
Celebrating its 30th year in 2010, BIT takes on two crucial roles for the travel trade: identifying and cultivating the most promising trends, and putting operational tools at the disposal of businesses from the sector 365 days a year. It is considered the “marketplace” for the Italian tourism systems market and is one of the four largest trade shows of its type in the world. Corrado Peraboni, chief executive officer of Fiera Milano Expocts, organisers of the trade show, observed: “The numbers reveal that businesses in the sector are maintaining their prior levels of engagement with BIT in spite of the difficult times we face. “What is changing is that operators are choosing to optimise their investment by taking advantage of the full system of integrated, multi-channel instruments that BIT has grown to represent. “The trade show still lies at the heart of this complex and BIT hopes to do its share by offering a program of concrete initiatives to promote the optimisation of investments.”
November 2009 – Arabian Travel News
07
REGIONAL NEWS
News analysis
The GDS of the future
As Travelport develops a tool to boost hotel and car bookings, ATN asks agents and suppliers how booking these products could be made easier hen it comes to making air bookings, agents by and large swear by the GDS and even though carriers worldwide are doing their best to direct traffic direct to their own website, still 75% of all airline sales are made on the GDS according to IATA. The consumer would therefore assume that agents would automatically book other travel components on this, their main booking system. After all, why, if you are using this tool to book an airfare would you not use it to book a hotel, car, travel insurance etc? Unfortunately, until recently, the GDS providers have not made it particularly easy or attractive to book such value-adds on their systems. Not only that, but they have made little effort to provide agent training on hotel and car rental bookings. As a result, global hotel and car rental attachment rates on the GDS average just 5% globally, with the Middle East below average at around 1-2%. However, since January, when the way in which Travelport GDS distributed Galileo in the Middle East quite dramatically, the company has been on a mission to boost its car rental and hotel bookings once and for all. The company’s hospitality and car rental team, in conjunction with members of the Middle East office, have already been visiting agents across the region and training them on just how easy it is to book hotels and car
5
%
Global GDS hotel and car attachment rate
08
Arabian Travel News – November 2009
W What the car rental suppliers said: SSuppliers concur that they would like tto see more sales generated through tthe GDS, but have identified the hurddles they face in achieving this goal. Dollar Thrifty Automotive Group MENA & Asia Pacific executive director M SSam Eltibi said agent sales accounted ffor 13% of total sales this year but oover the past five years, GDS sales hhad decreased due to “the decline in ttraditional travel agent business”. “In addition, online distribution cchannels have moved to direct connnects or less expensive GDS alternattives, which has negatively impacted oour overall GDS business,” he said. Eltibi said GDS providers traditionaally focused their efforts on air and
hotels and that car rental had “never received the attention the bigger segments Sam Eltibi. commanded”. “If GDS acted more ore like our own websites, or that of the aggregators they power, there would be more cross-selling opportunities, which would generate incremental revenue for both the car suppliers and the agents,” he added. Europcar International Middle East sales manager Oliver Boucher said GDS providers needed to provide more travel agent training on booking car rental on their systems.
What the agents said: W A Agents were generally negative about bbooking hotels and cars on the GDS. Kuwait’s Al Jarallah Travels and TTours Co tours manager, Abdulla Ism mail, spoke for many agents when he ssaid the main reason he didn’t use the G GDS was that if there was a problem w with the booking, there was no “no oone to contact on the ground”. “I use DMCs because it is better to have someone at Ground Zero if there is an emergency,” he said. Ismail said GDS providers should place more importance on hotel and car rental: “Most GDS providers hold training programmes for the [airline] ticketing side, but it is rarely that any such thing is done for hotel and car rental updates. GDS providers should make a concerted effort to make the use of their products more popular
by giving more training, better incentives and more personalised services.” Ismail said he Abdullah Ismail. had used Galileo to book hotels and car rental and conceded that the system offered “very good products and prices”. “The information is vast, but highly sleep-inducing,” he said. “The repertoire of products is huge, but they are packaged poorly.” However, Ismail said if GDS providers did train the industry on “crossselling and up-selling opportunities on their system”, he was sure their market share of sales would “steadily increase quickly”, which is good news for Galileo’s Universal Desktop tool.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
News analysis
What the hotels said: GDS consultant Jeff Edwards, the former CIO and head of distribution for Wyndham Hotel Group, said the current GDS systems were “archaic” and that it was almost impossible to merchandise on a green screen. He said the GDS should evolve to become a marketing tool and one that packaged CRM information in an efficient way. “As a hotel I want to see what’s
happening in my competitive set [in terms of rates, demand and gaps in Jeff Edwards. the market],” he said. “You need to show hoteliers where the opportunities are in terms of heads and beds. Suppliers want value for money and return on investment has to be measurable.” The agent control centre (dashboard) on Universal Desktop.
1-2
%
Middle East GDS hotel and car rental attachment rate
UNIVERSAL DESKTOP Merchandising, cross-selling and up-selling opportunities on Universal Desktop.
rental on the GDS. In addition, they have been strengthening relationships with suppliers to not only add to and improve content (there are now 87,000 hotels available on Galileo), but to ask for feedback on how best Travelport can market their products to the Middle East. In September, the company staged a oneday conference in London involving representatives from hotels and car rental companies responsible for distribution. Travelport was particularly keen to find out the industry’s views on its soon-to-belaunched Universal Desktop tool, which presents a new way of merchandising their products to the trade. Addressing the members of the handpicked audience, Travelport GDS president and managing director Europe & Brazil Olaf Gueldner stressed that the GDS was “still relevant” in connecting suppliers to agents, corporates and online agencies. “Access to local and global content is what travel agents want,” he said. “But they want
www.hoteliermiddleeast.com/travel
Access to local and global lo content is what c travel tra agents want ” to see photos of hotels, competitive fares and rates, tools to save time and money and those that make them stand out in a crowd.” He acknowledged that the GDS needed to “deepen its content offering” to include “all hotels, all rail and all cars”. Paving the way for the demonstration of the Universal Desktop that followed his presentation, Gueldner stressed that providing suppliers with merchandising opportunities and the ability to “un-bundle” their products through the GDS was the way forward.
The Universal Desktop is the tool devised as a result of Travelport’s vision to create the industry’s “first comprehensive, fully-integrated travel agency desktop that seamlessly integrates selling and merchandising programmes and improves workflow, process automation and content aggregation”. In layman’s terms, it allows hotels, car rental companies and in the future, other ‘non-air’ products to better merchandise their wares in a format not dissimilar to their own consumer-facing websites. The tool helps them communicate up-selling and cross-selling opportunities to agents and to “drive brand awareness through targeted advertising and promotions”, accordget ing to Travelport. Search capabilities are customisable and S therefore agents can search for hotels and car the rental solutions prioritising their own corporen rate agreements with particular firms. IImportantly, the system shows images of the product, while alongside, up-selling and cross-selling options are listed to help agents cro make the most of the booking. ma Travelport firmly believes that merchandisT ing ‘add-ons’ to allow product differentiation
November 2009 – Arabian Travel News
09
REGIONAL NEWS
News analysis
and value-based comparisons and building in targeted advertising of brands alongside this, is the way forward for the distribution of travel products. The benefits to agents are numerous — they receive full content, rich product information and can offer relevant product offers and promotions according to the journey made and the type of traveller they are serving. Travelport GDS vice president Middle East Rabih Saab said the Universal Desktop was a revolutionary tool that represented a “quantum leap” for the GDS. “We are looking to aggregate everything so the air segment, transfers, hotels and car rental are all on one booking,” he explained. He said Universal Desktop was a “very userfriendly” tool and that anyone au fait with using popular social networking sites such as facebook or myspace would find the tool easy to use. “We expect some of the bigger agencies to adopt the new desktop first,” said Saab. “However, we will not force anyone to use it and they will still have the option of using the old green screen should they wish to.” Travelport is yet to reveal when the Universal Desktop will be rolled out across the region, but Saab said it would definitely take place before the end of 2010.
Agents’ questions answered Travelport GDS vice president Middle East Rabih Saab addresses some of the agent myths regarding hotel and car rental bookings on the GDS Agent argument: I would rather deal with wholesalers and hotels direct so I know the people on the ground and if there is a problem, they can help sort it
Travelport hotel and car stats • The GDS has more than 87,000 hotel properties representing 280 hotel chains • It has 30,000 car rental loca tions, representing more than 25 car rental companies • 19.3 million car bookings are made annually • 23.6 million hotel bookings are made annually
10
Arabian Travel News – November 2009
out. (Abdulla Ismail, tours manager, Al Jarallah Travels and Tour, Kuwait) Saab’s response: Traditionally, agents in the region have gone through wholesalers and DMCs because of existing relationships on the ground. However, this can prove challenging when booking hotels globally because you don’t always have a contact in every single destination. Moreover, we have an escalation system in place to handle follow-ups when necessary. Agent argument: Agency commission is guaranteed through bulk suppliers at any point of time. (Paulo Baby, general manager, Travel Incorporated, Dubai and Shibly Jowher Shah, Al Naboodah Travel, Dubai) Saab’s response: Hotels that use a commission consolidator such as Pegasus tend to be very efficient in making commission payments. Commission is usually paid within a month of booking and some hotels process commissions on a bi-monthly or even weekly basis. Cheques can even be issued in their currency of choice. Also, [apart from commission paid by suppliers] we now give agents financial incentives for booking car rental and hotels on the GDS. Agent argument: When booking hotels and car rental on the GDS, a credit card guarantee is required, which unfortunately, clients do not always want to provide. (Manish Nimkar, commercial manager UAE, BCD Travel)
tant, Alpha Holidays, Duba and Biju Antony, manager — business development, Al-Futtaim Travel, Dubaii) Saab’s response: Some agents might not be aware of our Best Available Rate (BAR) programme, which guarantees the best publicly-available rate at the time of booking. It is important to note that a two-week-old quote cannot be compared with a quote from today from the GDS or any other booking channel. In this regard, hotels need to ensure rate parity amongst online and offline distribution channels. Agent argument: GDS needs to provide a better mode of payment or voucher system. (Asim Shahzad, commercial manager, Baz Tours and Cargo) Agent argument: The suppliers provide online web portals where we can instantly book and issue vouchers. We can’t do this on the GDS. Saab’s response: As a GDS, we provide travel agents with a channel to thousands of hotels globally. We don’t issue vouchers, but we do provide guarantee/confirmations for bookings. For car rentals, we have an e-voucher functionality that allows agents to issue e-vouchers for car rental bookings — provided they have established credit with the supplier.
Saab’s response: One alternative to this is for agents to use a lodge card, which is similar to a line of credit; Rabih Saab. then they would not have to put the customer credit card through the system to guarantee the booking. Agent argument: I get better rates when dealing with suppliers directly. (Rochell Saleem, tours consul-
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Airlines News
Poshest aircraft loo takes off
Oman Air gives football red card
New Oman Air A330 promises a royal flush in the First Class cabin
SPONSORSHIP
PRODUCT Oman Air has unveiled an aircraft loo that could be claimed one of the poshest in the business. The toilet for the First Class cabin on the airline’s brand new A330-300 delivered last month, boasts a bidet, which according to Oman Air, is the only one in the skies. Not only that, but the WC — located behind the cockpit and accessible to the pilot and First Class passengers only — has luxury flooring that has been designed to imitate a sandy beach. And true to the airline’s Omani roots, the toilet features Amouage-branded amenities such as hand wash, hand lotion and cologne.
The brand new A330-300 was delivered last month.
Oman Air has seven A330 aircraft on order at a cost of around US $100-150 million each, three of which (A330330300s) boast the b brand d new First Class cabin and product. The First Class Suite features an 82-inch long, fully-flat bed within a
pitch of 85.5 inches, a seat width of 25.5 inches and in-seat gadgets such as an eight-point massage system, a 23-inch inflight entertainment monitor with wireless handset and various USB, Ethernet and power plugs. There are six
mini suites in a 1:2:1 configuration. Oman Air CEO Peter Hill said all of the airline’s new products boasted more space than other carriers in its competitive set. For example, in business class there are 22 seats in a 1:2:1 configuration (four abreast seating) so all passengers have aisle access. “This compares to most business class cabins where the seats are six abreast,” said Hill. “I dare you to find another business class cabin with more space.” The brand new three-class A330-300s will operate European routes and from January, guests in all cabins on board all of the new A330s will be able to use their mobile phones and access WiFi.
Securing a high-profile football sponsorship deal is not on the agenda for Oman Air. CEO Peter Hill said sponsorships designed to attract the “mass market” — such as those secured by Emirates and Etihad (Arsenal and Manchester City respectively) — did not gel with the airline’s strategy. “We are looking for niche sponsorships — to be aligned to like-minded brands,” he said.
Hill is looking for niche sponsorships.
The key selling points of Oman Air’s new products... Selling the new Oman Air Economy Classs
Selling the new Oman Air First Class
• 34-inch seat pitch • Adjustable head and foot rests • 10.6-inch seatback mounted IFE screen • USB and RCA video multi-plug for each passenger • Ethernet socket and PC port for every double seat
Thee 23-inch screen in first class.
• 82-inch long fully-flat bed • 85.5-inch seat pitch • 25.5-inch seat width • Electric seat-adjustment controls • Eight-point in-seat massage system • Six seats (1:2:1 configuration) • 23-inch in-flight entertainment (IFE) monitor • Wireless IFE handset and back up handset • Two USB ports and Ethernet, video/audio and PC plugs • Chill out sofa at front of cabin
Selling Se elling the new Oman Air Business Class
Seats in Oman Air’s economy class on the A330 boast a 34-inch pitch. h.
12
Arabian Travel News – November 2009
•7 77.5-inch long lie-flat bed •8 82-inch seat pitch •2 22-inch seat width • EElectric seat-adjustment controls •2 20 seats (1:2:1 configuration) • TTwo USB ports and Ethernet, video/audio and PC plugs •C Cocktail table •B Buddy seat
Business class is 1:2:1 configured.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
News
Economy class lift for Air France/KLM Both airlines launch new economy-plus products to cater to recession-forced trends PRODUCT Air France and KLM are set to launch new economy products they say cater well to the new corporate buying trend towards downgrading from business- to economy-class. Air France is set to launch Premium Voyageur and KLM has introduced an Economy Comfort product. The former is a fully-blown premium economy product whereas the latter has been applied to two rows — or around 35 seats — in economy on each KLM long-haul aircraft, which boast more room, comfier chairs and a seat that reclines further. “This product is timely as business travellers have been forced to swap from business
class to economy class due to their corporate policies,” said Air France-KLM commercial director for the Gulf, Iran and Pakistan, Bas Gerressen. “At least this product will give them a little more room.” Economy Comfort will be rolled out on KLM’s long-haul aircraft in December and will be available on the Middle East routes soon after. Passengers must pay 80 Euros (US $120) to upgrade to Economy Comfort unless they are Platinum cardholders or have bought a flexible economy fare, in which case it is free of charge. The Premium Voyageur product is a brand new class of cabin and product, which will be rolled out on all Boeing 777s, Airbus A330s and
A340s by the end of 2010 comprising around 20 seats, each reclining to 123-degrees with 40% more room than the standard economy product. Seats are 19 inches wide
AIR FRANCE A380 UPDATE Air France has clarified its strategy for the A380 on the Paris-Dubai route. The airline has said there will be a test flight of the super jumbo from Paris to Dubai some time this month, which will then fly onto South Africa, but there are no definite plans to operate this route daily from the winter season onwards as suggested in the media. See www. hoteliermiddleeast.com for more plus an update on winter schedules.
The Premium Voyageur product.
SAS GM aims for double-digit growth STRATEGY The new UAE GM of Scandinavian carrier SAS has set out ambitious targets to growth passenger numbers on the Dubai-Copenhagen route this winter. r. Albert Henschel hel told Arabian Travell News thatpassenger-wise wisehe was targeting “doubledoubledigit” growth for the three times es weekly service, e, which started on October 29 and will run until March 28. To kick-start this demand, d, SAS launched d a ‘First Five
www.hoteliermiddleeast.com/travel
Flights’ campaign with return prices starting at AED 1460 (US $398) in Economy and AED 3360 ($915) for Economy Extra and AED 5860 ($1597) for Business Class. In addition, a ‘Re-Int ‘Re-Introduction Campaign F Fare’ promotion for flights igh until December 17 is priced AED 1885 ($514), A AED 4560 ($1242) and AED 6560 a ($1787) respectively. For a small additional fee, passengers can fly to other c destinations in d Henschel is targeting double-digit passenger growth for 2009-2010.
with a 38-inch pitch.Other features include 10.4-inch TV screen, laptop plug, amenities kit, wool blanket, feather pillow, noise-reducing headset and extra baggage.
Scandinavia or Northern Europe from Copenhagen, thanks to the SAS network. “This year we are much more aware of the importance of competitive pricing as all airlines fight to protect market shares,” explained Henschel. “I would predict better results [in terms of load factors] this year — that’s my mission.” This is the third winter SAS has operated a DubaiCopenhagen service. Henschel said extra frequencies and a year-round operation would only be considered if the economy picked up. SAS operates an A340 on the route with 46 seats in Business, 28 in Economy Extra and 171 in Economy.
Norwegian DXB boost EXPANSION EX Sca Scandinavian low-cost carrier (LCC) Norwegian Air rie Shuttle ASA (Norwegian) has Sh revealed plans to expand its rev Dubai operations and boost Du awareness of its product in aw the market place. The Norwegian carrier, T which flies from Dubai to wh Scandinavia daily — three Sca times weekly to Oslo and tim Stockholm and once weekly Sto to Copenhagen — said it aimed to increase frequenaim cies across all routes and cie operate all-year-round serop vices (it currently flies during vic the winter only) by 2011. IIn addition, there would be a bigger effort to market the product to the Dubai consumer and travel trade, con
revealed chief commercial officer Daniel Skjeldam. “Our biggest market is the Scandinavian leisure market because when it’s cold in winter in Scandinvavia, it’s nice and warm in Dubai,” he told ATN. “But we find the Middle East market is quite an interesting one and there is plenty for them to do in Scandinavia — we offer skiing in winter, for example, plus in summer, it’s a lot chillier than the Middle East.” He said on average, prices were half of that offered by rival carrier SAS, which started flying three times weekly from Dubai to Copenhagen on October 29. Norwegian flies a fleet of Boeing 777-800 aircraft in a one-class configuration.
November 2009 – Arabian Travel News
13
Accommodation XXXXXX XXXXXXX
Good prospects for Doha hotels Qatar’s hotel GMs optimistic for 2010 despite over-supply issues PERFORMANCE General managers at topend Doha hotels are cautiously optimistic about their performance coming out of 2009 and into 2010. They concur that oversupply of rooms will only be an issue if all the properties scheduled to open actually do so, which they doubt, while many anticipate strong MICE demand. “It won’t be until Q4, 2010 or early 2011 [when most of the planned properties come online],” said W Doha general manager Safak Guvenc. “By that stage, Qatar will be more of an established desti-
nation with corporate business being more solid.” He said room
Vetry: I don’t compete with anyone in the city.
rates inW Doha’s competitive set were currently around QR 1200 (US $330) compared to QR 1400-1500 ($385-$412) last year and conceded that corporate rates were now “pretty competitive”. Sharq Village and Spa general manager Hoss Vetry said Q4, 2009, looked “excellent” for the Ritz-Carlton man- Guvenc: new properties delayed. aged property. “November will be our ager Garry Friend said 2010 strongest month this year prospects were “very good” with some major events tak- with business “centered ing place,” he said. “We are around the ballroom”. The increase in new airline targeting to increase occupancies by 12.5% year on feeder markets such as Ausyear. We won’t raise rates — tralia (Melbourne and Sydwe will keep them the same ney) would help, he said. “If Qatar Airways can as this year as we have to keep increase the in mind the economy th number of fl will still stay reasoniights and For h o t planes it will ably flat like 2009.” e l open i help the hotels Grand Hyatt n th g s see p here,” he Doha general manh added. ag
34
Six Senses Hotels & Resorts is looking to develop a 44villa destination spa — the first in the Middle East — close to the Six Senses Hideaway Zighy Bay resort on the Musandam Peninsula in Oman. The destination spa would be developed on a plateau above Sense on the Edge, the Hideway’s finedining restaurant located in the mountains that surround the resort, revealed Six Senses Hideaway Zighy Bay general manager Rochelle Kilgariff. It would be the com-
14
The destination spa will be developed on a plateau above Sense on the Edge.
pany’s second such spa worldwide following the launch of Six Senses Destination Spa, Phuket in Thai-
Arabian Travel News – November 2009
land in 2008, which is the flagship property. Kilgariff said the ‘intelligent luxury’ hotel group was also look-
HOT OFF THE PRESS A second Hyatt property will open in Doha in the next year-and-a-half, Grand Hyatt Doha general manager Garry Friend revealed. However, he did not disclose the Hyatt brand it would be or where in Doha it would be located.
The Grand Hyatt Doha.
e
First destination spa for Middle East ast on the card cards DESTINATION SPA
REGIONAL NEWS
ing at locations in Portugal, Morocco and Brazil where destination spa properties could be developed. There are also plans to expand the Zighy Bay property adding two more villas and an observatory tower similar to the one at Soneva Fushi in the Maldives. Six Senses has also revealed plans to open a resort Sri Lanka. The project is situated on an island in the Puttalam district on the west coast, which is home to reefs, saltpans, mangroves and sand-dune beaches as well as five species of marine turtles and dugongs.
Oman Air buys airport property AIRPORT HOTEL Oman Air has bought the Golden Tulip Seeb hotel. The property, located opposite Muscat’s Seeb International Airport — Oman’s Air main hub — and next to the airline’s head office was wholly purchased last month However, Golden Tulip will still manage the property on the airline’s behalf. “Now we will be looking to see how we can work with Golden Tulip to direct where that hotel is going,” said Oman Air CEO Peter Hill. “It hasn’t had much investment and needs a refurbishment so we’ll sit down and work it out.”
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Advertorial Aloft Abu Dhabi
Aloft concept debuts in UAE Starwood introduces the much-anticipated lifestyle brand to Abu Dhabi A new twist to B&F
Aloft Abu Dhabi opened its doors in October.
Aloft F&B outlets include W xyz.
F&B outlets include W xyz bar, a hip new edition to the fashion-driven hotel scene. Guests are given the option to do what they like, whether it’s enjoying the bar, playing on the pool table for free, surfing the internet, or playing one of several board games on offer. relax@12, located on the hotel’s 12th floor, is an indoor/outdoor lounge serving sushi and international tapas. re:fuel by Aloft is a graband-go gourmet outlet, offering a selection of light meals, munchies, healthy bites and make your own cappuccinos, while Maï Café located by the hotel’s pool area is an arabesque-inspired outlet. International cuisine is served at Dine where live-cooking stations and an open kitchen make for an informal dining environment. Guests can pop in for breakfast, lunch or dinner to feast on pastas, burgers, fresh favourites and sweet treats.
www.hoteliermiddleeast.com/travel
loft Abu Dhabi opened its doors in October and aims to attract a niche market of forward-thinkingbusiness travellers. Located next to the city’s Capital Centre, the property will not only serve visitors and exhibitors to the Abu Dhabi National Exhibition Centre (ADNEC), but hopes to become a regular destination for fashion-conscious customers. Featuring 408 rooms and suites, the hotel, which is just 20 minutes from downtown Abu Dhabi and 15 minutes from Abu Dhabi International Airport, combines a variety of intuitive technologies and public spaces. “Aloft Abu Dhabi will appeal to youthful-minded travellers with its urban flair and social interplay,” said Aloft and Element hotels global brand leader Brian McGuinness.
The hotel features 408 rooms and suites.
“Alive with the energy of discovery and interaction, Aloft will be a perfect match for Abu Dhabi.” Aloft Hotel general manager Stephan Vanden Auweele said Aloft Abu Dhabi would “bring a combination of sophistication and playfulness to this vibrant community”. “We feel that Aloft, with its innovative, fresh perspective on lodging, will provide a welcome alternative for travellers while also becoming an integral part of Abu Dhabi,” he added. The property, which is the first of ADNEC’s on-site hotels to open its doors, will become the second largest hotel in Abu Dhabi in terms of capacity and will help cater to some of the 1.8 million visitors to the exhibition
Leisure and convenience Leisure facilities include the re:charge fitness centre where ‘Aloha’ memberships are available and the splash pool where guests take a dip or lounge in style from morning until night. The hotel’s intuitive approach to technology is highlighted by giving guests the opportunity to check-in for flights directly from the exhibition centre. There is also the option of effortless self check-in at the touch-n-go kiosks in the hotel lobby.
centre each year. All rooms at the property feature ultra-comfortable signature beds, oversized spa showers and customised amenities from sister brand W’s Bliss Spa. The rooms also feature plug-and-play connectivity stations so guests can charge all their electronics and link to the 42-inch LCD TV. “Aloft is the world’s fastest growing hotel brand; it has re-invented the industry by ignoring certain aspects of hotels that have become clichéd and old fashioned in the minds of our target audience,” said Auweele. “For example, hotel-wide complimentary WI-FI is very important to our customers, but room service and silver service are not. We provide our customers with want they want and don’t concern ourselves with things that they don’t; this approach reduces our costs and allows us to charge a lower price per room.” Aloft Abu Dhabi is at the forefront of the ‘Aloft revolution’ as one of the first 50 hotels to open worldwide before the end of the year. For more information call: +971 2 654 5000 or visit aloftabudhabi.com
Added incentives camp Aloft offers the hotel’s younger generation of visitors a kid-tastic time. The hotel’s child package includes a bedin-a-bag and special treats such as fun food favourites served at re:fuel by Aloft. Guests will always be in the know at the in-touch terminals, which offer printable access to email accounts and internetbased local information at their fingertips.
November 2009 – Arabian Travel News
15
Cruise RCI promises a Dubai-Singapore sling US cruise giant connects two of the world’s fastest-growing cruise hubs this month CRUISE TERMINALS Royal Caribbean International has announced a 13night cruise from Dubai to Singapore to depart on November 4, ahead of the cruise line launching its Middle East itinerary in 2010. The cruise operator’s Middle East executive director, Lakshmi Durai, said Dubai and Singapore were both “fast emerging cruise hubs” and each had shown “tremendous support to the growth of the cruise industry in their respective markets”. “The increase of new and impressive cruise terminals [in Dubai and Singapore] means Royal Caribbean International will be able to provide its future guests
Oasis of the Seas will be able to fit into the new Singapore ICT facility.
with a truly first-class experience from beginning to end,” Durai added. Dubai and Singapore are both in the process of upgrading their cruise facilities.
The Dubai Department of Tourism and Commerce Marketing (DTCM) recently announced that the emirate’s new cruise terminal, which can hold four ships at once,
will be ready for business in January 2010. It is expected to boost the number of cruise passengers entering the emirate from 260,000 to 380,000 per annum, surpassing market analysts’ predictions of 6% annual global growth rate up to 2020. Meanwhile Singapore has broken ground on its International Cruise Terminal (ICT), which once completed in 2011, will double the city’s berthing capacity. Cruise passenger throughput in Singapore has grown steadily, registering an average annual growth rate of 12% between 2003 and 2008. Singapore aims to welcome 1.6 million cruise passengers annually by 2015.
Singapore ICT will be located in the city’s new downtown lifestyle and financial hub, which is home to new leisure and entertainment attractions, such as the Singapore Flyer, Marina Bay Sands, Gardens by the Bay and the Marina Barrage. ICT’s deep waters, a large turning basin and lack of height restrictions mean the world’s largest ships, such as Royal Caribbean’s forthcoming Oasis of the Seas will be able to call at Singapore and enjoy dedicated cruise terminal facilities.
TOP TIP For hints and tips on cruise ship accommodation pricing, see page 30.
Silversea Grand Voyages
Princess family Alaska cruisetours
ITINERARIES
CRUISETOURS
Upscale cruise operator Silversea has unveiled 17 specially-tailored Grand Voyages for 2010 offering extended itineraries from 30 to 91 days. “Our Grand Voyages are perfectly suited to the traveller who has the time and passion to indulge in travel on a grand scale,” said Silversea managing director UK & Ireland Trudy Redfern. To entice customers to book one of the Grand Voyages, Silversea has introduced incentives, which for cruises of more than 50 days include complimentary upgrades to business class on the air component
Silver Spirit is offering 91-day voyage.
Princess Cruises has introduced a new cruisetour option in Alaska designed specifically for families. The 12-night tour, combining land and sea component, includes special features not usually included in a cruisetour package; jet-
of the journey. Of special note is Silver Spirit’s Grand Inaugural Voyage, a 91-day trip departing Fort Lauderdale on January 21 and visiting more than 20 countries and 45 ports including Rio, Chile, Mexico and LA. Fares start at £25,838 (US $42,395) per person, based on double occupancy.
boating, pannig for gold and an interactive tour of Denali National Park. The cruisetour is offered at a 25% discount for all berths, so all members of the family are included in the special pricing. The Family Fun cruisetour includes a sevennight ‘Voyage of the Glaciers’ cruise plus a five-night land
tour featuring one night at Mt. McKinley Princess Wilderness Lodge, two nights at Denali Princess Wilderness Lodge and two nights at Fairbanks Princess Riverside Lodge. Fares start at $1743 per person for the first and second berths and $1191 per person for the third and fourth berth passengers.
Did you know? • Dubai received 82 ships and 182,030 cruise passengers in 2008 • Dubai expects to receive 101 ships and 316,043 passengers in 2009 • Dubai expects to host 99 ships and 383,432 passengers in 2010 • The new terminal will straddle 3450m² Princess offers family Alaska cruisetours.
16
Arabian Travel News – November 2009
www.hoteliermiddleeast.com/travel
XXXXXXXXXX NEWS
Tourism Boards Malta makes its Gulf intentions clear Malta’s tourism head visits Dubai as the country sets it sights on emerging markets STRATEGY Malta is targeting travellers from the Middle East and the conference sector as it attempts to soften the blow of the credit crunch. Malta Tourism Authority CEO Josef Formosa Gauci told ATN the island was “going beyond” traditional European source markets and looking to the GCC for leisure and MICE business. “Core European markets can give us growth but the future is in the emerging markets,” he said. Tourism accounts for 20-25% of the Mediterranean
country’s economy, however, visitor numbers from core markets such as the UK fell 9-10% in 2009, following a record year in 2008, Gauci revealed.The Maltese contingent was in Dubai last month promoting the island to tour operators in the emirate. “Malta offers tourists a diverse holiday,” explained Gauci. “We have a good mix from sandy beaches to a lot of culture; it’s the diverse elements that make us a very unique destination.” He said conference business had also become a “very important” facet of Malta’s tourism offering.
Norwegian lobbies for a Scando presence in UAE CAMPAIGN Scandinavian low-cost carrier (LCC) Norwegian Air Shuttle ASA (Norwegian) is lobbying the tourism boards of Scandinavia to start promoting the region to the Middle East. “We are in dialogue with the tourism authorities because we believe this (the Middle East) is an affluent [outbound] market,” Norwegian chief commercial officer Daniel Skjeldam told ATN. “It’s not us who should be paying for the marketing — particularly as we are a low-cost airline.” Norwegian flies to Scandinavia from Dubai daily and plans to ramp up its marketing in the emirate. “Up until now, we have
www.hoteliermiddleeast.com/travel
targeted the Scandinavian leisure market and haven’t marketed in the Middle East, but we will look into that,” added Skjeldam. Rival carrier SAS, which is about to enter its third winter season flying from Dubai to Copenhagen, has also lamented the lack of promotion of Scandinavia in the Middle East.
50
%
The decline in tourism to Scandinavia so far this year.
1.3 million Gauci to target emerging markets.
“But we are going to feel the pinch this winter because we have found that people are not confirming
The number of tourists to Malta in 2008 representing a record year for the island
their [MICE] bookings,” he revealed. Despite this, Gauci claimed the future was bright for the island’s tourism sector, citing the launch of Smart City, a large ICT cluster affiliated with Dubai Internet City, the growing popularity of the island’s scuba diving offering and an increasing number of cruise lines docking in Malta ports as reasons to be positive. Emirates Airline operates an indirect daily service to Malta from Dubai, via Cyprus and EgyptAir flies direct to the island twice weekly from Cairo. This is set to increase to three times weekly in the next few months.
France to set out five-year strategy STRATEGY ST Th new Middle East repreThe sentative for France has said sen his initial strategy is to attract the high-end Gulf traveller. This links into the destinaT tion’s current five-year martio keting strategy (2005-2010) ket to drive increases in tourism receipts and its next five-year rec plan, which Karim Mekapla chera said would be “very tarch geted on specific markets”. get “In terms of the Middle East we will look at the luxury Ea segment, especially in the seg Gulf,” said Mekachera, who Gu has replaced Pascal Lepetre. ha “We will also be working on themes such as shopping and the mountains etc, particularly mo for the Saudi Arabian market — we want to generate more interest in the French Alps.” int Mekachera said his first M priority was to “understand pri this market and its different thi
Mekachera: luxury market is target.
segments”, which he believed were quite different to those in his former role representing France in India. “Our India strategy was very simple — FITs and MICE, plus the movie industry,” he said. “I think it (the film industry) will be very important for the Middle East as far as big productions are concerned — it’s a great theme plus international productions get a 20% tax rebate.” Mekachera’s appointment
in the Middle East and the development of a new strategy to promote France coincide with the creation of a new name for the French tourism promotion agency. Former French promotional tourism office Maison de la France and ODIT France, the tourism investment agency, have merged to create Atout France.
TRAINING Atout France will introduce webbased training for agents in 2010, which Mekachera said could be customised for each region and for special partners. Agents completing modules are given certificates.
November 2009 – Arabian Travel News
17
NEWS XXXXXXXX
Tour Operators Oman Air to beef up tour operations Airline to offer holiday packages to new destinations and to boost inbound business too EXPANSION Oman Air’s chief commercial officer, Barry Brown, has revealed plans to beef up the airline’s tour operating arm, Oman Air Holidays. “What we would like to do eventually is build a fullyfledged tour operation with our own coaches and hotels etc,” he told ATN. In the meantime, the holidays division is developing outbound packages to some of its new destinations including the UK, Thailand, France, Germany, Sri Lanka and The Maldives, with the offering spanning a wide range of budgets.
However, the inbound offering — targeting residents of Europe and the GCC in particular — is pitched at “the top-end tourist”, said Brown. Oman Air CEO Peter Hill added that with Oman’s close proximity to Yemen, the airline and its leisure division were well placed to expand the holiday offering into the neighbouring country sometime in the future. Hill said the airline was also considering operating pleasure flights over Oman, similar to those operated by seaplane specialist Seawings in Dubai. Hill and Brown were speaking to ATN last month
Al Rostamani Sri Lanka deal CONTRACT Al Rostamani Travel and Holidays has signed a contract to represent Sri Lankan Holidays in the UAE. The firm will start off by issuing flyers promoting special offers for the tour operating arm of the airline, SriLankan, but could eventually produce dedicated Sri Lankan Holidays brochures, said Al Rostamani Travel and Holidays general manager Heinz Gabel. “They will give us the materials to distribute and they do have a brochure
41
%
18
that could work in this market,” he told ATN. “However, we could produce our own brochure at a later date.” He said Al Rostamani would continue to feature Sri Lanka in its own ‘Destinations’ brochures. Heinz said the signing of the deal with the tour operator was “perfect timing” given that the civil war in Sri Lankan was now over. “The prices are very reasonable and you get a lot for your money,” he said. “We will put some special packages out in the market soon,” he added.
The increase in Middle East arrivals to Sri Lanka for the first nine months of 2009 (over ‘08)
Arabian Travel News – November 2009
Brown: we want Oman Air to have its own coaches and hotels
“
What we would like to do eventually is build a fully-fledged tour operation
”
as Oman Air launched its first brand new A330-300 aircraft (see page 12). Four new A330s — two 200s and two 300s — will be operating by the end of the year, with three more on order taking the total to seven. They will fly to many of the recently-introduced services from Muscat such as Frankfurt (four times weekly; Munich (three times weekly);
Paris (four times weekly); and The Maldives (four times weekly), as well as its already established daily London route. Hotels in Muscat have been waiting with baited breath for the new flights to arrive with The Chedi Muscat director of sales and marketing Lore Koenig hoping that in addition to a destination in its own right, Muscat would become a stopover point for honeymooners travelling from Europe via the Middle East to the Maldives. “We are really hoping to see a lot more stopover traffic that we wouldn’t usually get,” she said.
Change of focus for Dnata Hols? BRAND STRATEGY Dnata Holidays will broaden its offering to include threeand four-star products ATN can reveal. “This is in response to customer needs although our strength will remain in fivestar,” said Dnata Travel Services’ recently recruited vice president of business development, Ailsa Pollard. “We are also looking to broaden the scope of products to include new products such as cruises in the brochures.” She said the management team was still deciding whether or not there would be a re-positioning of the Dnata Holidays brand given that for the last three years it had focused on attracting high-end consumers. However, the “current thinking” was that the full
2007
The year Dnata Holidays received a much needed re-vamp
Dnata Holidays launched its first luxury travel brochure in 2007.
scope of product — from three- to five-star — would be incorporated into the 2010 Dnata Holidays brochures. The Luxury Hotels by Dnata division would continue to focus on luxury hotels only, she added. Dnata Holidays received a re-vamp in 2007 when the then general manager Nick Sheppard and product manager Nathan Adams came on board. They stipulated that the Dnata Holidays product was targeted at the “discerning traveller”. For more information see page 3.
www.hoteliermiddleeast.com/travel
Add ons Car rental holds firm in 2009 Major companies report growth despite the economic downturn PERFORMANCE Two of the most prominent car rental companies have reported positive growth in sales in 2009, despite the economic climate. Both Europcar and Holiday Autos experienced an increase in bookings year on year, with only Dubai showing weaker growth. Holiday Autos Middle East general manager Asoka Ponnuswamy said projected bookings for 2009 were 5-7% up on 2008, although revenue was on par with 2008, while Europcar International Middle East sales manager Olivier Boucher said at the end of September, bookings were up 18% year on year, with Abu Dhabi, KSA, Bahrain, Egypt and Qatar performing well, although Dubai was done 16%. In terms of popular outbound destinations, Germany was Europcar’s best performer followed by the UK, France and Switzerland respectively. Holiday Autos identified the Middle East, Europe and UK, Australia and New Zealand and South Africa
EUROPCAR TOP 10
Thrifty Car Rental Lebanon achieved a 30% hike in revenues during the summer compared to the same period last year. The car rental firm has attributed this growth to the huge surge in both tourist and VFR traffic to the coun-
Tourism accounts for 9.3% of Lebanon’s GDP. This is set to increase to 25.7% by 2019. Source: WTTC
www.hoteliermiddleeast.com/travel
COUNTRY
1
Germany
2
UK
3
France
4
Switzerland
5
Italy
6
Austria
7
Eastern Europe
8
Spain
9
Belgium
10
USA
Holiday Autos projects 5-7% growth in 2009.
as top picks with its clients. “We saw increases in South Africa because of the value of the currency (the Rand is weak) and great deals on long-haul flights,� said Ponnuswamy. He projected a 10% bookings growth for 2010 on 2009 figures. Boucher said projections for 2010 were “difficult� but that Europcar would target “significant growth for inbound and outbound� bookings in the Middle East.
Thrifty Car Rental gets hectic in Lebanon GROWTH MARKETS
RANK
You will lie to your date that it is your new car.
try now that the political situation there is deemed stable, not to mention that in January, the New York Times rated Beirut as the number one place to visit. Lebanon’s Ministry of Tourism said more than one million tourists flocked to the destination this summer, with a 28% increase in tourists from outside Arab countries for July and August. “Our customers primarily include Lebanese expatriates from Europe, North America, Canada and Australia,� explained Thrifty Car Rental Lebanon general director Elie Khouri. “During Eid we had cars booked out for between seven and ten days.�
Destinations where Middle East clients hire cars.
AGENT INCENTIVE In addition to agency commission, Holiday Autos provides individual agents in UAE with an incentive of AED 5 (US $1.36) per booking day: e.g. agents can earn AED 150 ($41) for monthly hires, monthon-month. This offer has been extended until December 31.
Monthly car rentals. New vehicles, immaculately maintained. s LATEST MODEL VEHICLES s EXCELLENT SERVICE s WIDE VEHICLE SELECTION s MINIMUM DOCUMENTATION s BACKUP s COLLECTION DELIVERY s REPLACEMENT VEHICLES
#ALL US TODAY ON (%24: )NTERNATIONAL &RANCHISEE
November 2009 – Arabian Travel News
19
REGIONAL NEWS
Tools MIME NEWS
Agents too obsessed with price: GDS Travel agents should be offering value, not the cheapest rates possible: Travelport GDS BOOKINGS Travel agents are obsessed with price to the detriment of service. That’s the message from Travelport GDS Middle East vice president Rabih Saab, who has claimed the trade is unfairly knocking the GDS providers and their best rate guarantees. An ATN survey of agents (see pages 8-10) found that many disregarded the GDS as a viable booking tool for hotels because they were under the impression they could get a better rate from their own suppliers.
Many agents are unaware of Galileo’s Best Available Rate (BAR) guarantee.
However, Saab said many were unaware of Galileo’s ‘Best Available Rate’ (BAR) guarantee: “This guarantees the best rate at any given
Travelport sponsors ATTAC SPONSORSHIP Travelport GDS has become the official sponsor of the Abu Dhabi Travel & Tourism Agencies Council (ATTAC) to ensure the GDS provider has close links with the association’s membership. The move coincides with the GDS provider opening a new office in Abu Dhabi to service its Galileo-con-
Faris Azzee and HE Nasser Butti Omeir Bin Youssuf open the Travelport office.
20
nected travel agents in the UAE capital. Located in the Al Muhairy building in the Madinat Zayed district, Travelport’s new office will offer Galileo solutions and services and will house dedicated sales, training and helpdesk teams focused on providing customer support. Travelport UAE country manager Faris Azzee will be overseeing the operation, which was inaugurated by ATTAC chairman HE Nasser Butti Omeir Bin Youssuf, who is also a board member of the Abu Dhabi Chamber of Commerce and Industry(ADCCI) along with ATTAC director general Hani Khorsheed.
Arabian Travel News – November 2009
time, but what agents must realise is that they cannot take a two-week-old quote and compare it with a quote they are getting today from
either the GDS or any other booking channel,” explained Saab. “It’s the best rate at that point in time when they search. In this respect, I will say the hotels need to get a grip on their distribution channels so there is rate parity. This market is obsessed with price, but ultimately, it’s about value.” He said agents could search on all mediums available for days to get the best fares, which changed on a daily basis according to supply and demand, however, they should focus less on bargain rates and more on providing a fast and efficient service to clients.
All of the agents ATN surveyed believed they got better hotel rates speaking to DMCs and wholesalers direct, which they used as an excuse to not book accommodation on the GDS. Dubai’s Al-Futtaim Travel business development manager Biju Antony said he booked through consolidators, which offered “much more competitive rates”. Agents also said it took longer to receive commission when booking with the GDS and argued that car rental, hotel and supplier online portals allowed them to book easily and print out customer vouchers immediately.
New eLearning portal for trade TRAINING Travelport is offering Galileo and Worldspanconnected travel agents in the Middle East the opportunity to gain “critical technology skills” through its eLearning Portal — a web-based learning platform designed for the travel trade. Travel agents who sign up for the free programme can explore the latest functionalities and shortcuts available on the two GDSs. Suitable for users of all levels, the customised eLearning programme offers a self-paced curriculum focused on some of the most widely-used features of the systems, including ticketing, airline bookings, seat confirmations, ticket
The eLearning programme is suitable for all GDS users.
refunds and hotel and car reservations. Travelport vice president Middle East Rabih Saab said the programme would help users fully leverage Galileo and Worldspan tools and enhance their understanding of the company’s technology. “Many travel agents in the Middle East are using a limited set of entries when booking travel and are not aware of the infinite capabilities of the GDS,” he said. “Our eLearning portal
empowers travel agents by equipping them with practical knowledge that will help them save time and maximise their use of the platform,” he added. In addition to the eLearning portal, Travelport offers the multi-lingual online help facility ‘Ask Travelport’ for both Galileo and Worldspan users, providing them with responses to thousands of Frequently Asked Questions about the operation of these systems.
To access Galileo eLearning, go to www. travelportservices.com
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
MICE
NEWS MIME
Abu Dhabi upbeat about MICE
GLOBAL UPDATE
Confidence index reveals events and exhibitions key business drivers MARKET TRENDS Events such as the 2009 Etihad Airways Formula 1 Abu Dhabi Grand Prix (November) and the FIFA Club World Cup UAE 2009, which starts in December, will kick-start what is set to be a prosperous 12 months for Abu Dhabi’s MICE business, a confidence survey has revealed. The Abu Dhabi Tourism Authority (ADTA) survey, based on the United Nations World Tourism Organisation’s (UNWTO) methodology for its global confidence index, questioned 120
www.hoteliermiddleeast.com/travel
local industry stakeholders, including accommodation providers and tour operators, found Abu Dhabi’s tourism industry registered a confidence rating of 96 — which is 39 points ahead of the UNWTO’s rating for the worldwide industry for January and April this year. Over the coming 12 months, events and exhibitions were identified as opportunities for growth (56% of respondents) with other positive influencers including economic stability, reduced room prices, increased attractions and
AIBTM dates
Survey findings: Opportunities for next 12 months according to survey respondents: Events/exhibitions
56% %
Economic stability
% 43%
Reduced room prices
% 34%
Attractions/developments
% 29%
Infrastructure/services /offering
% 17%
Business travel
% 16%
developments, better infrastructure, and services and the business travel sector. Survey participants said the domestic market would deliver strong business for Abu Dhabi in the next year.
Al Muhair: survey feedback identified opportunities.
Reed Travel Exhibitions (RTE) has announced that the inaugural Americas Incentive Business Travel and Meetings Exhibition (AIBTM) will now take place in Baltimore, Maryland from June 2123, 2011. This new major event adds to the company’s established portfolio of ‘IBTM’ exhibitions specifically serving the global meetings industry marketplace including GIBTM (March 29-31, 2010).
November 2009 – Arabian Travel News
21
REGIONAL NEWS
Luxury NEWS LUXURY
NICHE PRODUCT OF THE MONTH
There’s a moose on the loose so get your clients booked on a luxury hunting trip in Norway HUNTING It’s no secret that hunting is a favourite pastime of many GCC nationals. However, until now, they have travelled to tried-andtested destinations, particularly in Africa, to pursue their hunting ambitions. But now there is a new luxury hunting experience you can introduce to your discerning clients — one they can combine with rest and relaxation in remote Norwegian countryside. The Bestul Hunting Lodge is part of a 500-year-old business that is set in 35,000 hectares of land — an area that equates to the size of Luxembourg. Here, deep in the forests of Løvenskiold, guests, accompanied by accomplished hunters, can shoot a range of animals from moose, roebuck and beaver to grouse, blackbirds and much more. Fishing for trout
and salmon is another activity on offer. There are a range of hunts available involving different techniques, all of which are ethical emphasises Løvenskiold CMO Rune Jensen. “All of our killings are humane plus we look after our animals — we feed our moose hay, carrots, grain and lots of minerals,” he said. The moose are so well looked after that they produce some of the “cleanest meat you’ll ever eat”, he added.
22
groups of men on corporate retreats although father-andson weekends — where dad is “hailed the hero” for his hunting efforts — are becoming popular. “But the fastest-growing
The number of moose shot in Norway annually
The Sacher Hotel, Vienna, Austria As we stepped down onto the platform of Vienna’s main train station we were greeted by the hotel chauffeur who took charge of our luggage and whisked us smartly along the 10-minute journey to the Sacher Hotel. Whether you arrive by land or air, it is a service available to all guests, even at short notice. And if that sounds like the height of luxury then you ain’t heard nothing yet.
We think this is an ideal place to hunt for the Gulf market ”
36,000
WHAT THE CUSTOMER SAID
REVIEW
Although many hunters will kill the largest moose so they can keep their trophy — the head of the bull — the smaller moose are the tastiest and once hunted their meat is prepared by the top chefs at lodge to create an evening feast. Additional lodge facilities include a spa plus there are two staff to every guest. “We research every single guest before they arrive — we Google their background and find out their likes and dislikes,” said Jensen. The lodge mainlyreceives
Established in 1876 by the son of the creator of the world famous Sacher Torte and run since 1934 by the Guertler family, the hotel seeps luxury from every crevice, from the modern yet classic bedrooms to the traditional dining areas and bars, bedecked with rich wallpapers, deep, powerful colours and sparkling chandeliers fit for a palace. Oak panelling, marble flooring, fine antique furniture, deep-pile carpet to sink quietly into; it is all there. The
Arabian Travel News – November 2009
Anna Sacher Restaurant, which still reflects the colour, glamour and mystique of the nineteenth century “first lady”, houses a plethora of famous paintings. The reception embodies Viennese efficiency with charming and helpful staff, while the hall itself is fes-
tooned with photographs of the famous, from Kurt Waldheim to Princess Grace of Monaco. Most intriguing of all, however, is the tablecloth on display in the lobby that carries signatures from days gone by — both Darwin and Einstein have signed their autographs on this priceless
The lavishly-decorated lobby area of The Sacher hotel is steeped in history.
market is female groups,” said Jensen. “We are looking to create female packages with spa included.” The average stay is three to seven days and prices start from around 5000 Euros (US $7513) per day all-inclusive. To hunt, guests must already have a hunting license from their home country. “We think this is an ideal place to hunt for the Gulf market — Norway is only six hours away and this is a place where you can truly escape and have a unique hunting experience,” said Jensen. The Bestul Hunting Lodge is two hours by car from Oslo or 30 minutes by helicopter. “This is a place that is totally secluded,” stressed Knut Tørbjorn Moe, CEO of L&P Advantage, which represents a portfolio of top-end hunting lodges in Norway. “It’s out of the ordinary world where you can switch off and unwind.”
canvas. The Sacher is a lesson in history — the place to stay today as it was a century ago and a reminder of the musical tradition set by Mozart and Strauss, which magnetised the rich and famous to its hallowed halls. As for the Sacher Torte, created in 1832 by chef Franz Sacher, the recipe of this rich honey and chocolate cake remains a secret even today, so whether you stay or not, take time out one afternoon to sit in the café bar and savour the delight of the Sacher Torte. We guarantee you will return. Roger & Chris Hornett Brentwood, Essex, UK
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
NEWS LUXURY
ILTM to draw the crowds at 2009 event Group exhibition director Debbie Joslin explains why visitors flock to this show TRADE SHOWS ATN: Have exhibitors been reluctant to invest in the show given the economic climate? There is no doubt the economic climate has made exhibitors look more closely at their return on investment, but what ILTM offers is a format that delivers. Tailor-made appointments are driven by the requirements of both the exclusively-invited buyers and the luxury travel suppliers. This ‘bespoke’ approach of matching buyers with suppliers brings real value to ILTM. ATN: What’s your hosted buyer mix this year ? We are targeting around 70 countries and expecting to see increased buyer participation from Brazil, USA, China and Germany together with a combination of emerging and mature markets that underpin the luxury travel sector. For the first time we welcome buyers from the Association of Celebrity Personal Assistants (www.acpa. la.com) representing some
“
The economic slowdown has not stopped travellers booking holidays and luxury experiences
”
Debbie Joslin: the ILTM format delivers.
of the world’s top celebrities and personalities. ATN: How many buyers are you hosting from the Middle East compared to last year? We have already registered 34 buyers from the Middle East, which is an increase on last year. We are still in the process of accepting buyer applications and exercise a strict qualification process. For example, all VIP buyers must operate on an outbound
This year’s ILTM will take place from December 7 to 10 in Cannes.
www.hoteliermiddleeast.com/travel
basis, show evidence of past and future business placed in luxury travel and be an established player in the market place. ATN: What kind of products are the luxury buyers demanding this year? The luxury travel market is changing, with authenticity and the quality of experience becoming increasingly important to group and individual travellers. Our feedback shows buyers are looking for customised, unique experiences with adventure travel high on the list together with luxury safaris, niche boat cruises and themed holidays taking in cooking courses or art tours. They are also looking for more suppliers representing luxury and boutique hotels as well as beach resorts. In terms of destinations, Eastern Europe is making its mark, as are countries in the Middle East, Africa and South America.. ATN: How, in your opinion, has the economic slowdown impacted luxury travel? The economic slowdown has not stopped travellers booking holidays and luxury experiences. Luxury travellers are demanding extra value; they want seamless, quality services that reflect the price they are paying, tailored to their requirements. ATN: What luxury travel trends do you predict? I think a continued focus on authenticity and the quality of experience will continue to be a primary issue that the industry will keep front of mind in 2010.
Vital statistics WHAT: International
Luxury Travel Market (ILTM) WHERE: Palais des Festivals et des Congrès, Cannes WHEN: December 7-10, 2009 WHY: It showcases the world’s most prestigious luxury travel products and services to an audience of discerning international luxury travel planners and buyers. HOW MANY: 3600 luxury travel buyers and suppliers. ROI: Last year 84% of VIP buyers looked to place orders of between 50,000 Euros (US $75,000) and 5 million Euros ($7.5 million) with 52% of those placed within a year. VISIT: www.iltm.net
First-timers • Tiara Hotels & Resorts • Mardan Palace Hotel, Turkey • Tourism boards of Saint-Barthélemy, Jamaica and Dominican Republic • Royale Indian • Soho House Grp • Domaine de Luxe • Ayana Resort
What’s new for 2009? ILTM and Ultratravel (Ultratravel magazine and www. ultra.travel) have launched the ILTM Ultratravel Forum. Taking place on Monday December 7, two panels featuring some of the industry’s leading movers and shakers will discuss ‘Keeping Luxury Relevant’ and ‘The Future of Luxury’. The partners will also run the ILTM ultra.travel Awards, which recognise the best luxury travel experiences from around the world, as voted for by the www.ultra.travel users and ILTM participants. These will be awarded at the forum. ILTM is also introducing speed networking sessions giving exhibitors 12 four-minute meetings with VIP buyers interested in specific categories, from gastronomic experiences to boutique hotel getaways, as well as Focus Forums — a private networking opportunity for exhibitors to inform and market to a select group of luxury buyers.
November 2009 – Arabian Travel News
23
REGIONAL NEWS
Luxury trends
Trendwatch The Chic Collection’s head of global travel, Jessica Hudson, identifies luxury travel trends Long weekend escapes Syria is now the Middle East’s hottest destination with Vogue magazine recently holding a fashion shoot of supermodel Stella Tennant in the city. Offer The Art House, a converted stone mill and the city’s only art hotel, hosting regular art exhibitions and concerts. India — fly with Air Arabia from Sharjah to Jaipur and stay at Samode Haveli. Istanbul is a heady mix of east meets west and Ajia Hotel or Hotel Les Ottomans are über-chic.
Eco chic Soneva Fushi in the Maldives is looking to go carbon neutral in 2010 and new property Scarlet in Cornwall has embraced green technology, carbon offsetting, natural power and rainwater harvesting. Other ecochic options include Zafara Camp, Botswana; Sal Salis Ningaloo Reef, Australia; La Casona Cusco, Peru (the country’s first carbon neutral hotel); and the new Casa La Siesta, located just outside Vejer de La Frontera, which is made entirely from reclaimed materials and manages to be both exquisite and affordable.
Six Senses property Soneva Fushi in the Maldives is looking to go carbon neutral in 2010.
Bijou chic Small but perfectly formed and a million miles away from the cookie-cutter concept of the large hotel chains, bijou chic is setting new standards in luxury travel. Bijou chic is for travellers who adore unique style and exclusivity. One of our longterm favourites in this category is Malabar House in Fort Cochin, Kerala, a heritage hotel with 17 rooms and suites that has been owned by tradesmen, spice merchants
Cheap & chic For cost-effective boutique chic offer the Pudi Boutique Hotel in Shanghai or Hillside Su situated close to Antalya, Turkey. Both are designfocused hang outs of the hip.
24
and tea traders. Another of our favourites is Dar Les Cigognes riad in the bustling souks of Marrakech with its own boutique and a library filled with books on Moroccan handicrafts. Located on Kenya’s South Coast, Msambweni House is lovingly run by a local family. With only three suites, two villas and one luxury tent, it is fully staffed and can be rented in its entirety for the perfect hideaway retreat.
About The Chic Collection It’s an online travel service dedicated to independent top-end travellers. Visit www. chiccollection.travel
Arabian Travel News – November 2009
The Serengeti in Tanzania offers the ultimate in ‘wilderness chic’.
Wilderness chic Wilderness chic is for adventurous clients seeking offthe-beaten-track experiences but these days, an ‘Out of Africa’ sojourn no longer means camping out in the wild. Ol Seki Mara Camp is one of the most luxurious tented camps you can find, with huge beds, ensuite bathrooms and private plunge pools.
Singita Grumeti Reserves in Tanzania’s Serengeti offers guests an eco-safari adventure in style. It’s on the migratory route traversed annually by more than a million wildebeest and there are three luxury properties from which to choose including Fundu Lagoon on Pemba Island for the ultimate Robinson Crusoe island hideaway experi-
ence and just a short air hop from Zanzibar. South Africa is good value at the moment and can be combined with a beach add-on to Mozambique with its unspoiled islands and unrivalled diving spots. Azura and Londo Lodge are our favourites there. Bhutan is another hot wilderness chic destination.
www.hoteliermiddleeast.com/travel
30째
18-21 february
2010
INTERNATIONAL TOURISM EXCHANGE
Travel instinct.
www.bit.fieramilanoexpocts.it
O
REGIONAL NEWS
Q&A
Q&A CELEBRITY CRUISES
Do UNWTO others
UNWTO secretary general Taleb Rifai talks about his thoughts on climate change and why the UK government isn’t getting a Christmas card this year ATN: What is your stance on climate change and the travel industry? The travel and tourism industry is both a victim and a victor of climate change. The very lifeline of our industry is subject to certain climatic factors such as rising sea levels, desertification and less snowfall in mountains. These things are very devastating to established destinations and the livelihood of communities that depend on the arrival of tourists. We therefore have a vested interest in being part of the adaptation and the mitigation efforts vis-à-vis climate change. ATN: Is travel and tourism responsible for these climate problems? We need to put this into context. The UN has acknowledged that the entire tourism sector contributes about 5% of the world’s carbon footprint. Aviation obviously occupies the majority of the 5%, but we are talking about 2-2.5% of the total carbon footprint — that’s 2.5% too many, but still we need to keep it in that perGreen tourism will be the future of the travel industry said Rifai.
If people insist on working the same way as they did in the last 40 to 50 years they will find themselves out of the market very soon ”
26
Arabian Travel News – November 2009
About UNWTO The World Tourism Organisation UNWTO is a specialised agency of the United Nations. It serves as a global forum for tourism policy issues and a practical source of tourism know-how. The organisation encourages the implementation of the Global Code of Ethics for Tourism, with a view to ensuring that member countries, tourist destinations and businesses maximise
the positive economic, social and cultural effects of tourism and fully reap its benefits, while minimising its negative social and environmental impacts. Its membership includes 161 countries and territories and more than 390 affiliate members representing the private sector, educational institutions, tourism associations and local tourism authorities.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
CELEBRITY CRUISES Q&A
Anyone who thinks it is a good idea to behave the same as in the good old days is wrong ” spective. It’s very important not to arrive at the point where we start punishing particular sectors and subsectors because they are easy targets. When people are asking for a ban on air travel, it’s really unfair and disproportionate — nobody is asking to scrap one out of every five cities to reduce carbon emissions. ATN: Do you think the Middle East is less ‘green’ than other regions of the world? I happen to be from the Middle East and I can speak with a little bit of an insight. To start with, I’m not sure the region is so different from many other regions around the world. The lack of awareness (about climate change) was universal and growing economies tended to get caught up with the race towards development in the last two or three decades, which may have led to a loss of sight with regard to these issues. Trends for the future in terms of investment are going to be affected by the transformation towards a green economy and the Middle East is not going to be able to escape that. Anyone who thinks it is a good idea to behave the same as in the good old days is wrong. We need to move towards smarter investments, become more energy efficient and be increasingly sympathetic with the environment. ATN:What are UNWTO’s major challenges? Our challenges are the challenges of the tourism industry and we are mandated to promote this industry. The immediate economic challenge is affecting us tremendously. That is why we have developed in the last six months what we call the roadmap for recovery. It’s a fantastic document and I have asked [assistant secretary general] Geoffrey Lipman to articulate this in his keynote speech at METMS in Dubai.
www.hoteliermiddleeast.com/travel
The second challenge is the environment. Our industry will be terribly affected by all measures regarding environmental preservation — we need to be at the forefront of fighting climate change and in the heart of all deals, policies and decisions that are being taken in that regard. The third challenge is the social issue. We are still struggling to ensure the income travel and tourism generates is contributing to social wellbeing, poverty alleviation and the creation of more jobs. We need to make sure revenues are more fairly distributed, because we believe tourism is probably the largest voluntary transfer of capital and wealth between the haves and the have-nots of this world. ATN: How important is the Copenhagen climate conference for the travel industry? As an industry we met in Sweden, Switzerland and in New York with all of these meetings leading to Copenhagen. There will be a couple more meetings aimed at ensuring we do not allow a failure to happen at Copenhagen. We must ensure it is a turning point in our human history with regard to the climate. ATN: Are you worried some nations will use this as an excuse to impose a green tax? I am worried and I must bring in a specific example of the UK and the environmental departure tax that will become effective there at the end of the year. It’s a horrible tax. First of all it is not going to any particular fund to tackle environmental
About the Copenhagen climate conference In 2012 the Kyoto Protocol to prevent climate changes and global warming runs out. To keep the process on the line there is an urgent need for a new climate protocol and at the conference in Copenhagen 2009 the parties of the UNFCCC meet for the last time on government level before the climate agreement needs to be renewed. Governmental representatives from 170 countries are expected to congregate in Copenhagen for the conference.
Rifai: tourism revenues must be fairly distributed.
issues, it’s going directly into the government budget. It’s an example of how things like this are used sometimes to deal with other problems and this must never be tolerated and we should be very vigilant. ATN: Despite challenges, is this is an exciting time for the travel industry? Absolutely, it’s a common fact that challenges create opportunities and we are at the brink of a wonderful opportunity summed up by the transformation into a green economy. Travellers’ profiles are changing very quickly; they are educated, they are choosy and they are demanding more cultural stimulation. They are not going to be satisfied with what I would call empty luxury. We need to start being smart about what we supply and what our product is about — this is our opportunity. If people insist on working the same way as they did in the last 40 to 50 years they will find themselves out of the market very soon.
UNWTO AT METMS UNWTO assistant secretary general Geoffrey Lipman will be addressing the issue of climate change at this month’s inaugural Middle East Tourism Marketing Summit (METMS) in Dubai. METMS is a specialist event aimed at providing a platform for focus on travel and tourism trade and consumer marketing in the Middle East. See pages 28-29 for more.
November 2009 – Arabian Travel News
27
REGIONAL NEWS
METMS 2009
Tourism marketing summit kicks off Inaugural METMS 2009 event to address how best the Middle East’s travel, tourism and leisure industries can market themselves globally he first ever Middle East Tourism Marketing Summit (METMS 2009) kicks off this month in a bid to bring together the decision makers from the region’s travel and tourism industry to discuss how tourism promotion can be executed most effectively. The one-day event, which will take place at Shangri-La Dubai on Thursday November 5, will see a line of up influential speakers and panelists address an equally impressive audience of CEOs from many sectors including travel, tourism, hospitality, MICE, aviation, leisure and retail. Presented by Dubai Dubai-based Marbased Fusion Mar keting Management under the patronage of Dubai Tourism and Commerce Marketing Authority (DTCM) and supported by the Dubai Chamber of Commerce and Industry (DCCI), the summit will provide an opportunity for tourism industry professionals to identify new ways to market both individually and collectively. “The summit is a proactive move by the Dubai Government, which has backed the event, to ensure that the Middle East maximises its position in the global travel and tourism arena so that the region
Practical strategies to beat the crunch
Page: in challenging times, the greatest opportunities lie.
receives its sshare of global travel revenue,” said METMS director Nicki Page of Fusion and the brainchild of the summit. Marketing an always maintained that it is in times “I have alw challenge that the greatest opporof greatest ch tunities lie.” The summit summ speakers will cover a wide range of topics, from the benefits of investing in environmentally responsible tourism practice and an in-depth in-dep look at how to market against especially in a downturn, competing markets, m to how much companies should look to spend to make their marketing really matter and how brands. to market upscale ups METMS 2009 20 is supported by ITP Business Publishing titles ATN, Hotelier Middle East Leisure Manager. and Leisu
METMS 2009 keynote speaker, international author and ‘trend hunter’ Daniel Levine, will reveal to event delegates, the motivating force behind travellers’ leisure and lifestyle decisions and provide straightforward strategies for the Middle East tourism industry to thrive. The author’s latest work, The Meaningful Economy, is the basis of his presentation, providing an insignt into his research on how changing economic times have affected consumers’ values and attitudes, while offering straightforward strategies to take advantage of these developments. Levine is the executive director of Avant-Guide Institute, the New York-based trends consultancy with an international team of ‘coolhunters’ who track ideas and experiences from around the globe.
LATE EEVENT NEWS: As ATN went to press, METMS organiser organis Fusion Marketing rmed that the Lebanese confirm Ministr Ministry of Tourism’s director ge general, Dr Nada Sardouk G Gh Ghandour, and had confirmed her at the event. aattendance at tend
28
Arabian Travel News – November 2009
METMS 2009 keynote speaker Daniel Levine.
For more information on METMS visit www.metms.com
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
METMS 2009
METMS 2009 Programme of Events Time
9:00 – 9:20
9:20 – 10:00
10:00 – 10:50
10.50 – 11.20
Event
Description
Opening ceremony
Official Welcome Official opening by Dubai’s Department of Tourism and Commerce Marketing (DTCM) and conference Chairwoman and summit Director Nicki Page
Opening keynote address (Session for all delegates)
‘When Things Get Hot’ Speaker: Geoffrey Lipman: Assistant Secretary General, United Nations World Tourism Organisation Topic: Eco-tourism and its relevance to marketing in the region. The benefits of investing in environmentally responsible tourism practices and examples from current practices within the region as well as globally.
Panel discussion (Session for all delegates)
Marketing the Middle East as a region: IntraRegional Tourism Working Together Panel participants: Middle East Tourism Leaders Topic: The Middle East’s tourism leaders look at the merits, opportunities and challenges that could be faced in marketing the region collectively.
11:20 – 12:00
12:10 -13:00
12:10 -13:00
13.00 – 14.00
Event
14.00 – 14.40
Speaker Stream 1 (Break-out session)
14.00 – 14.40
Description
Speaker Stream 2 (Break-out session)
Workshop Stream 1 (Break-out session)
Workshop Stream 2 (Break-out session)
Topic: CFOs and marketing directors ask ‘How much can I spend?’ From a senior-level marketing and financial perspective, an in-depth look at how to market against other challenging markets, especially in a downturn, and how much to spend to make your marketing really matter.
Workshop Stream 1 (Break-out session)
Workshop Stream 2 (Break-out session)
Marketing Medical Tourism in the Middle East Speaker: Dr Prem Jagyasi, Managing Director & CEO ExHealth, DHCC Topic: The future and growth of medial tourism in the region.
Lunch
www.hoteliermiddleeast.com/travel
Ladies First – Marketing to Women in the Middle East Presented by: Sevil Ermin, Managing Director: The Nielsen Company Topic: How to market to women who are now the decision-makers when it comes to travel purchasing
Panel discussion 1 (Break-out session)
14.45 – 15.35
Panel discussion 2 (Break-out session)
Executives in the Hot Seat! Participants: • PR Representative – MEPRA’s Rebecca Hill • Advertising Media Representative – Omnicom • Online & social media representative: Maktoob Topic: Dissecting the integrated approach to Tourism Marketing
15.35 – 16.00
Coffee break
16.00 – 16.40
Speaker presentation (Session for all delegates)
14.45 – 15.35
Social media & marketing Presented by: Digital Drums Topic: The use of digital and social marketing tools in today’s business and social environments; the pros and cons; the do’s and don’ts. Marketing Luxury in Loss Speaker: Ian Michael, Professor of Tourism & Travel Marketing, Zayed University Topic: How to market the upscale during a downturn Dr Michael will look at the challenges luxury brands have faced during this global recession as well as strategies that have been followed by the region and globally.
Middle East Meets Middle Kingdom Presented by: Tarun Panda, Associate Director – Consumer Research: The Nielsen Company Topic: Marketing tourism to the outbound travel markets in China and India
The PR Probe – a journalist’s perspective Panel to include: • Sayidaty Editor in Chief Mohamed Fahad Al-Harti • Hotelier Middle East Editor Louise Oakley • The National Business Editor Tom Ashby Topics: Give me the tourism news! How can marketing support the media and how can the region’s PR improve to boost tourism information and marketing from an editorial point of view?
Coffee break How much can I spend because Marketing Matters? Sector representatives: Stephen Banks, Marketing & Sales Director, Aldar Hotels & Hospitality and Tim Wise, Senior Vice President: Finance - Atlantis, The Palm
11:20 – 12:00
Time
Re-Branding the Middle East Speaker: Brand Dubai Topic: The challenges of re-branding a location in the Middle East.
The Meaningful Economy: How will Middle East Tourism Thrive? Speaker: International author Daniel Levine will look at how Middle East tourism will thrive from economic change and shifting consumer behaviour. How have changing economic times affected consumers’ values and attitudes? What is motivating them to make tourism, leisure and lifestyle decisions? Based on thoughtful new research from his forthcoming book, Daniel will demonstrate how successful retail businesses will not just survive, but thrive, by embracing change to turn current economic challenges into profitable opportunities.
16.40 – 17.20
Speaker presentation (Session for all delegates)
17.20
Closing address
Closing and thanks
18.00 – 20.30
Shangri-La Hotel, Dubai
METMS Cocktail Networking Reception
November 2009 – Arabian Travel News
29
REGIONAL NEWS
Comment Comment
How does pricing on cruises work? Cruise Master Middle East director of business development Ashok Kumar All cruise lines issue nice glossy brochures with ‘sample’ pricing, which are as good as those per-day rack rates posted on the back of hotel room’s door. Pricing on a cruise is a lot like that of an airline ticket – the fares go up and down constantly based on demand and supply of each sailing date and are constantly updated on the cruise line’s web site. Unless it is a very special and well-sold out date where demand is higher than supply, there are various type of promotional rates. As a general rule the earlier you book, the better the price and the type of accommodation on offer. This also gives your clients time to process their visas for destinations visited on their cruise.
As a general rule the earlier you book, the better the price and the type of accommodation on offer ” If your clients are willing to travel at very short notice (in the cruise business, anywhere between three to six weeks before departure), they may get the best fares. However, these fares have a limited window for booking and may not offer the flexibility to choose desirable accommodations. Many cruise lines offer ‘advance planners’ — those who book a cruise and pay a deposit six months to one year in advance — excel-
lent fares and throw in otherwise expensive upgrades. For example, Princess Cruises offers a balcony stateroom for the price of an outside cabin for early-bird bookers. Cruise lines in the deluxe category offer very good value to their published prices in the brochures rather than lowering the prices. These value-added offers include discounts of up to 60% off or free unlimited shore excursions or onboard credits.
Early birds catch the worm and get the best deals on cruise holidays.
The benefits of booking a cruise well in advance: • Allows best available fares • Allows sufficient time for your clients to process the required visas • Allows you to choose their preferred accommo dation type and location • TIP: Always check the official site of the cruise line for the most up-to-date and accurate pricing applicable at the time of booking.
LETTERS TO THE EDITOR APPLAUSE FOR GTTAC With regards to ‘Gulf travel agent body formed’ in the September edition of Arabian Travel News, this is a very important step towards looking after the interests of all travel agents in the region. The role of such a body is very important to leverage the quality of service provided by agents and to protect the interest of all people working in this sector from the threat of the recent changes in the travel and tourism industry. The travel agents should and will survive despite all challenges they are facing. Ibrahim Kamal
30
OMAN AIR PRAISE WELL DONE EK With regards to the ‘Lid lifted In response to the story on poshest plane toilet in ‘EK Hols ups training in the world’ (posted on www. response to mystery shop’ hoteliermiddleeast.com on (ATN October and www. October 6 and on page 12 of hoteliermiddleeast.com on October 4) – it’s good to see this issue) — I was fortunate Emirates Holidays’ response to be taken for an inspection to the mystery shopping (of Oman Air’s new A330exercise. Too often the 300) and have to admit, the reaction is to shoot the airline’s claims are factual. messenger rather than The aircraft, especially in economy class, is unusually spacious, has great seats, great in-flight entertainIt’s good to see ment equipment/proEmirates Holidays’ grammes and it will be response to the mystery a breeze to travel with shopping exercise families on this aircraft. Raji Demonte
Arabian Travel News – November 2009
“
”
take the opportunity to review processes and practices and look to improve services no matFewtrell gives the thumbs up to EK Hols
ter how good they are in the first place. Leo Fewtrell AMEX COUP In response to the ‘AMEX coup for KSA travel firm’ (ATN October and www.hoteliermiddleeast.com on October 5) — I wonder why Kanoo Travel could not retain its leisure franchise in Saudi Arabia where it has a very strong base? The firm almost had the monopoly in the market for leisure. Is loss of focus or the inability to retain qualified personnel in the leisure division the reason? C Rider
www.hoteliermiddleeast.com/travel
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 Publishing Director Diarmuid O’Malley
Oman Air ups the stakes Where do we go from the poshest loo in the skies?
EDITORIAL Senior Group Editor Gemma Greenwood Tel: +971 4 435 6262 email: gemma.greenwood@itp.com Contributors Kathi Everden and Ben Watts ADVERTISING Sales Director Alexandra Knight Tel: +971 4 435 6143 email: alexandra.knight@itp.com Key Account Manager Natalie Sabel Tel: +971 4 435 6342 email: natalie.sabel@itp.com Sales Manager Tuanette Nel Tel: +971 4 435 6362 email: tuanette.nel@itp.com STUDIO Group Art Editor Dan Prescott Designer Angela Ravi PHOTOGRAPHY Director of Photography Sevag Davidian Chief Photographer Nemanja Seslija Senior Photographer Efraim Evidor, Khatuna Khutsishvili Staff Photographers Khaled Termanini, Thanos Lazopoulos, Jovana Obradovic, Rajesh Raghav, Ruel Pableo, Lyubov Galushko PRODUCTION & DISTRIBUTION Group Production Manager Kyle Smith Production Manager Eleanor Zwanepoel Production Coordinator Sophia White Distribution Manager Karima Ashwell Distribution Executive Nada Al Alami CIRCULATION Head of Operations & Database Gaurav Gulati MARKETING Head of Marketing Daniel Fewtrell ITP DIGITAL Director Peter Conmy ITP GROUP Chairman Andrew Neil Managing Director Robert Serafin Finance Director Toby Jay Spencer-Davies Board of Directors K.M. Jamieson, Mike Bayman, Walid Akawi, Neil Davies, Rob Corder, Mary Serafin Circulation Customer Service Tel: +971 4 4356000 Certain images in this issue are available for purchase. Please contact itpimages@itp.com for further details or visit www.itpimages.com. Printed by Atlas Printing Press L.L.C. Dubai Subscribe online at www.itp.com/subscriptions Controlled Distribution by Blue Truck The publishers regret that they cannot accept liability for error or omissions contained in this publication, however caused. The opinions and views contained in this publication are not necessarily those of the publishers. Readers are advised to seek specialist advice before acting on information contained in this publication which is provided for general use and may not be appropriate for the reader’s particular circumstances. The ownership of trademarks is acknowledged. No part of this publication or any part of the contents thereof may be reproduced, stored in a retrieval system or transmitted in any form without the permission of the publishers in writing. An exemption is hereby granted for extracts used for the purpose of fair review.
*BPA Worldwide Audited Average Qualified Circulation 6,166 (Jan - June 2009)
Last month I was lucky enough to be a passenger on board the very first flight on Oman Air’s brand new A330-300. The idea was for the Muscat-based carrier to showcase the aircraft featuring its brand new first-, business- and economy-class products to the region’s media. I have to say, I was impressed. We started the journey in economy class where the most noticeable selling points were space and comfort — it was certainly one of roomiest, if not the roomiest economy class cabin I have experienced. The seats were comfortable; there was plenty of legroom; and the entertainment screen was one of the biggest I have seen in this class of cabin. Moving into the business class cabin and this was arguably comparable to the first-class cabin on many competing airlines in terms of space, length of seat and in-seat facilities and amenities. A standout feature was the meal seat-up — no more mini crockery fit for Barbie and Ken only, but life-sized plates, cups and cutlery in tasteful colours that would not look amiss at an upmarket dinner party. In fact, this business-class product was so good that I actually wondered why you would need to pay any extra to travel in first class. Of course, the front of the plane offered yet more space again - the First Class Suite features a 82-inch long, fully-flat bed within a pitch of 85.5 inches, a seat width of 25.5 inches and in-seat gadgets such as an eight-point massage system, a 23-inch in-flight entertainment monitor with wireless handset and various USB, Ethernet and power plugs. There’s also a cosy-looking sofa where first-class passengers can chill out and chat to fellow travellers. However, the feature that really caught my attention — and hit the headlines as a result — was the first-class toilet! Apparently, it’s the first aircraft loo to feature a bidet, plus the luxury flooring is custom made, designed to imitate a sandy beach. Well, this was something worth writing about and as soon as my ‘Lid lifted on poshest plane toilet in the world’ was posted on ATN’s current online hub — www. hoteliermiddleeast.com — the story was immediately picked up by news websites all over the world. It proved two things — firstly, people love a ‘posh loo’ story, particularly when it relates to an aircraft and the call of nature one mile high, and secondly, consumers never cease to be amazed at the constant improvements to aircraft and air travel in general. However, having seen Oman Air’s new product — one to definitely rival the likes of Emirates, Etihad and Qatar Airways — it does leave you thinking, what next? We’ve seen showers on Emirates’ A380s, now a bidet on Oman Air, while Virgin Atlantic first brought the ‘spa treatment in the skies’ concept some time ago. How will the airline industry keep pushing the boundaries? Airlines are already offering WiFi and mobile phone services on board,, as well as live satellite TV, so what else can they do to make sure we have all the facilities in the sky that we have at home or in the workplace? I’d love to hear your thoughts. Whatever comes next, one thing is for sure, these innovations pro-vide travel agents with some great products to sell.
"53).%33
Gemma Greenwood Senior Group Editor
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.
www.hoteliermiddleeast.com/travel
.
In its capacity as mouthpiece of the Middle East travel trade, ATN is eager to hear your news and views. Email gemma.greenwood@itp.com
November 2009 – Arabian Travel News
31
REGIONAL NEWS
Skillset SKILLSET REVIEW
Agencies uncovered A reveals the findings from this month’s mystery ATN shopper survey of travel agencies in Sharjah, UAE s
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.
Scenarios Scenario 1: You are planning a seven-night holiday to Jordan in December. You will be travelling with your parents who are senior citizens. Ask the agent for suitable hotel options. Also ask what type of activities they suggest for you. Take note of any questions the travel advisor asks to help them determine your interests and hence suggest appropriate activities.
Mystery shoppers made enquiries about Jordan.
What are the mystery shoppers looking for? 1 AGENCY APPEARANCE
• 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? 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 satisfied were you with the outcome of your visit to this particular travel agency?
32
Arabian Travel News – November 2009
Shoppers asked about packages to Egypt.
Scenario 2: Ask about packages to Egypt in December. The package should include flights, accommodation and tourist activities. You would like to stay for seven nights. Take note of any questions the travel advisor asks to help them determine your interests and hence suggest appropriate activities.
Star advisor St Well done Maher Azizi from SATA, Sharjah. Out of all eight agents mystery shopped this month, Maher was the only one who wore a name tag. Maher provided detailed, structured information to his customer leaving
them completely satisfied with the information received. Maher was able to provide estimate pricing on the spot — this encourages the customer to make a decision on the spot, resulting in a quick sale.
About Ethos Consultancy Originating in the UK in 1995, Ethos Consultancy relocated to Dubai in early 2003. The firm’s consultants have been handpicked from some of the most mature customer service markets in the world to ensure experience and 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 of all shapes and sizes understand exactly how their business is performing through the eyes of both their customers and employees. Contact: +971 4 332 6315, visit www.ethos.ae or email info@ethos.ae
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
MYSTERY SHOPPER SKILLSET
Mystery shopper
Orient Travel
SATA
DNATA
Kanoo travel
Mina Road
Rolla Road
Rolla Road
79%
58%
43%
Comment: The premises were clean and tidy and brochures were clearly displayed. Advisors were well groomed, but not wearing name tags. The advisor was visited twice at this agency and both times displayed good product knowledge and asked the right questions to determine her customer’s needs. This advisor was more than willing to help the customer put the perfect package together. Advice: Always wear a name tag. Introduce a queuing system as there was a little confusion in the waiting area.
Comment: The premises were clean and tidy and brochures were clearly displayed, but only one advisor wore a name tag. Both advisors displayed good product knowledge and asked the right questions to determine the customer’s needs. SATA had a priced-up package to Egypt ready and when asked about packages to Jordan, the advisor said they would email an option within 48 hours. Advice: Always wear a name tag, introduce a queuing system and it’s always nice to offer a polite apology if your customer had to wait.
Comment: The outlet was crowded and messy, but brochures were clearly displayed. Advisors were well groomed but displayed poor product knowledge. The tour package advisor was not available during one visit, but another did offer details on Egypt and said they could extend the Eid offer to early December. This is a great way to make your customer feel valued. Advice: If you have just one package advisor, make sure other advisors know their timings. The shopper called in twice and there was no relevant advisor available.
Comment: The outlet was tidy but crowded and parking was tricky. Advisors were not professionally groomed and on both visits made it clear Kanoo Travel did not offer holiday packages. This is fine, but one advisor lost points for the way this information was communicated; not friendly or helpful at all. On the other hand, the other advisor offered to contact their Dubai branch on behalf of the customer. Advice: If your agency does not offer a particular service, make sure staff are trained to politely and consistently deal with enquiries.
ORIENT TRAVEL
SATA
DNATA
KANOO TRAVEL
Al Aroob Road
85%
www.hoteliermiddleeast.com/travel
November 2009 – Arabian Travel News
33
REGIONAL NEWS
Skillset
What’s new... Arabian Travel News provides a round-up of the latest hotel and resort openings, new airline routes and all other travel-related announcements... IN ACCOMMODATION:
IN TRANSIT: • flydubai launches first intraGCC service — flydubai has launched twice daily flights to Doha. A one-way fare is priced from AED 200 (US $54).
Hilton Ras Al Khaimah Resort and Spa.
• Russian service for Air Arabia — Air Arabia has launched a twice-weekly service (Mondays and Fridays) from Sharjah to Samara, Russia. • Wolgan Valley Resort and Spa, Australia — The first luxury conservation-based resort in Australia opened its doors to an expectant public last month. Built to combine the expectations of the high-end traveller with a commitment to ecological and environmental sustainability, the resort marks the first development outside of Dubai for Emirates Hotels and Resorts.
• Hilton Ras Al Khaimah Resort and Spa, UAE — The 475room Hilton Ras Al Khaimah Resort and Spa opened last month. Sitting in the shadow of the spectacular Hajar Mountains, the resort is Hilton’s second property in the emirate and overlooks the Arabian Sea. • Le Gray, Beirut — CampbellGray hotels has opened its first hotel in the Middle East in the Lebanese capital. • Fairmont Nile City, Egypt — Built within the Nile City corporate complex, this 567-room hotel, which opened last month, comprises more than 11,000ft² of indoor space and more than 5000ft² of outdoor space. The property also features the largest spa in Cairo.
Wolgan Valley Resort and Spa, Australia.
34
flydubai now flies to Doha.
• Fairmont Bab Al Bahr, Abu Dhabi — Fairmont’s very first property to open in the UAE capital is located on the beach/ creek and boasts 369 guestrooms, a variety of restaurants, a Willow Stream Spa and two outdoor pools.
Arabian Travel News – November 2009
Air Arabia now flies to Samara.
• Etihad Airways’ World Cup link — Etihad has launched flights from Abu Dhabi to Cape Town. The new flights operate via the airline’s current daily Airbus A330 service to Johannesburg. The daily service will continue through to next year’s 2010 FIFA World Cup. Access to Malaysia is now easier for some nationalities.
• Easier entry to Malaysia — Afghan, Indian, Pakistani and Sri Lankan nationals will now be considered for a Visa on Arrival (VOA) when entering Malaysia. Visas will be valid for 14 days and priced RM 330 (US $97). • Abu Dhabi information station — Abu Dhabi Tourism Authority has opened the first of six new visitor information centres in the arrivals hall of Abu Dhabi International Airport. Four Season Hotel Beirut promises guests stunning views.
• Qatar Airways’ new Indian route — Qatar Airways now flies from Doha four times weekly — on Mondays, Tuesdays, Fridays and Sundays — to the holy city of Amritsar, India.
WHAT’S COMING SOON: • Four Seasons Hotel Beirut, Lebanon — Four Seasons Hotels and Resorts will open its Beirut property in December. The hotel features over-sized furnished terraces in all 230 rooms and suites and boasts views of the Mediterranean.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Skillset Package planner
Package planner ATN asked Kanoo Holidays to create a two-week winter sports holiday for five male friends based on our detailed brief
• 10 nights at Lion Square Lodge, Vail, on single room basis • Return economy-class air passage from Bahrain including domestic airfare to and from Denver airport • Rental of high performance whiteglove ski package (includes boots, skis and poles only) for entire stay • Lift tickets valid for 10 days • Private transfers for five adults and 10 pieces of luggage • Travel insurance with accident coverage for five adults The package price for the group of five adults starts from US $27,000 excluding taxes and surcharges.
Accommodation Lion Square Lodge is a four-star deluxe resort at the base of Vail Mountain comprising hotel rooms and condominiums. The resort is walking distance from the shops and nightlife. of Lionshead Village.
Air product Economy-class return airline tickets from Bahrain to Denver via London
www.hoteliermiddleeast.com/travel
The customer: a group of five friends — all men — want to go on a winter sports holiday in December. Preferred destination: They want an alternative to Europe and don’t mind travelling long-haul. Departure destination: Bahrain. Length of stay: two weeks. Budget: US $7000 per person. Requirements: good nightlife and need insurance.
Option 1
Option 2
Vail, Colorado, USA
Vancouver and Calgary, Canada ‘combo’ package
Synonymous with swank, Vail is a winter playground for the rich and famous. This is where the movie stars ski, while it’s not unusual to see Texans in 10gallon hats and ladies in mink coats on the slopes. Vail is a resort with restaurants, bars and boutiques, plus the terrain suits skiers of all abilities. The package
The brief:
on travel during first week of December 2009.
Winter activities In addition to being one of the best alpine skiing resorts in the world, Vail offers a multitude of winter activities, such as alpine skiing, cross-county skiing, sleigh rides, snowshoeing, snowmobiling, ice skating, dog sledding and more. Vail Mountain sets the industry standard when it comes to skier and snowboarder safety. The National Ski Areas Association awarded the resort its eighth Best Overall Skier Safety Award, recognising Vail’s commitment to educating employees, locals and guests about the “rules of the road” and raising awareness about personal responsibility on the slopes.
Optional extras Vail Dogsled Tours through the scenic Pando Valley Tigiwon Snowmobile Tours in the White River National Forest Vail Gondola & Adventure Ridge for ski biking, tubing and more.
Adventure in Calgary.
Vancouver: You are literally just minutes from the slopes when you land at Vancouver International Airport. The city rests at sea level with mountains abutting suburbia right in the path of north Pacific storms known for dropping voluminous snows. Calgary: The Canadian Rockies are famed for extraordinary rugged beauty. The package
Vancouver hotel
• Five nights at The Westin Resort & Spa, Whistler on a single room basis including breakfast • Five nights at Delta Banff Royal Canadian Lodge on single room basis including breakfast • Return economy-class from Bahrain to Vancouver and Calgary. • Rental of high-performance white-glove ski package (includes boots, skis and poles only) for entire stay • Whistler — Blackcomb lift tickets for skiing valid for five days • Calgary lift tickets for skiing valid for five days • Daily transport by shuttle to the ski field • Private airport transfers for five adults and 10 pieces of luggage on arrival and departure • Travel insurance with accident coverage for five adults during entire journey
The five-star Westin Resort & Spa, Whistler, is just steps from both mountain gondolas, the excitement of the pedestrian-friendly village of Whistler and literally a chip shot from the driving range. It has been twice-named by Condé Nast as the top ski resort hotel in North America and is truly a stunningly beautiful mountain destination.
The package price for the group of five adults starts from US $ 33,600 excluding taxes and surcharges.
Calgary hotel The four-star Delta Banff Royal Canadian Lodge is a year-round destination — close to Bow River for whitewater rafting excursion and the Banff Springs Golf Course, many ski slopes and Lake Louise.
Air product Economy-class airfare from Bahrain to Vancouver and Calgary via Frankfurt based on travel during first week of December 2009.
Optional extras Spa treatment at The Westin Resort & Spa, Whistler.
November 2009 – Arabian Travel News
35
REGIONAL NEWS
Skillset Tried and tested
Evason Ma’in Hot Springs & Six Senses Spa JORDAN BACKGROUND:
Evason Ma’in Hot Springs & Six Senses Spa opened on February 14 following a huge refurbishment. Six Senses also manages the public hot springs area adjacent to the resort.
four-poster day bed, sunbeds and another dining table. There is also a sleeping area for security/bodyguards. The suite décor is truly Six Senses — orange and yellow linen cushions and upholstery and natural wood furniture and fixtures.
THE ARRIVAL: A Six Senses representative meets customers from the plane and organises visas. Guests are escorted through passport control and customs and their luggage attended to until it is loaded into the back of one of the chauffeur-driven 4X4 vehicles. From Amman’s Queen Alia International Airport, the journey takes you around the outskirts of Amman, through the city of Madaba and then high in the mountains above the Dead Sea before you wind down to 264 metres below sea level to the resort.
THE ACCOMMODATION: The property comprises 94 rooms and suites, plus two Royal Suites and the Honeymoon Suite, which is where we stayed. Located on the top floor of the resort, the suite boasts views of the waterfall, valley and in the distance through the crevice between cliffs, th the Dead Sea. The suite features a bedroom with door leading to the terrace; large bathroom; a living room with sofas, work station, 42-inch flat-screen st TV and CD/DVD player plus a dining table and chairs; but din the t piece de resistance is the private terrace, complete with
THE F&B: This resort is a foodie’s dream come true, serving international and regional cuisine made from the freshest ingredients possible, some of which are sourced from the resort’s own organic herb and vegetable gardens. There’s the Brown and White Bar with daybed-style seating; a fine-dining Arabic restaurant offering degustation menus and floor-based cushion seating overlooking the waterfall; an all-day dining restaurant with outdoor terrace; a Wine Bar serving Arabic tapas and offering wine tasting; the Pool Bar serving homemade ice-creams; the ‘Zarb’ — a traditional Bedouin tent in the olive grove where local Bedouins serve their homemade dishes; and Panorama — a cliff top restaurant where guests can take in the breathtaking sunsets over the Dead Sea.
REDEFINING EXPERIENCES: The tagline for Six Senses’ Evason brand is ‘Redefining Experiences’ and it certainly lives up to this objective at Ma’in Hot Springs. Some of the exclusive activities we were lucky to experience included a private picnic at the Dead Sea; a private breakfast at the top of the waterfall; wine and cheese tasting in the Wine Cellar; and private dinner
The Honeymoon Suite terrace boasts Dead Sea views.
and drinks experiences at the resort and on the cliff edge at the Panorama restaurant. Of course, there’s a Six Senses spa offering treatments combining indigenous products, executed by professional therapists in authentic and relaxing surroundings. The resort can also arrange guided trips to Petra, Jerash, the Mosaic city of Madaba.
PRICES: A three-night ‘Enchanting Jordan’ package including accommodation in an Evason Room on a full-board basis, private transfers and a tailor-made itinerary is priced from US $2955 for two people. Itinerary includes spa treatments, dining experiences and visits to the Dead Sea and Petra.
BOOKING IT: Tel +962 5 324 5500; email reservations-main@sixsenses.com; or use any of the four GDS systems.
Private dining experiences are a USP at the resort.
EDITOR’S VERDICT Evason Ma’in Hot Springs & Six Senses Spa is a versatile resort catering to all client types, from honeymooners seeking romance, to families and groups. It’s a great base from which to explore the north of Jordan, but in the unique Six Senses way. If you stay in resort, there is plenty to do, from exclusive dining experiences to spa treatments and a dip in the hot springs.
36
Arabian Travel News – November 2009
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Skillset Tried and tested
flydubai FLIGHT FZ-151, DUBAI-AMMAN, SEPTEMBER 19 BACKGROUND: flydubai is a low-cost carrier (LCC) owned by the Dubai Government, which operates from Terminal 2 at Dubai International Airport. The inaugural flight took place on June 1 to Beirut, Lebanon and since then, the budget airline has introduced flights to Amman, Damascus, Alexandria, Aleppo, Djibouti and Doha. The airline claims it has plans to expand rapidly with cities within a five-hour flying time of Dubai on its radar. flydubai operates a fleet of Boeing 737-800 NG aircraft. TERMINAL 2: Since flydubai took residence at Terminal 2, the facility has improved with better F&B outlets plus WiFi at cafes.
CHECK IN: This was quick and efficient.
flydubai started flying on June 1, 2009.
The only hurdle was that we had not paid for the luggage we wished to check into the hold — this is a requirement on flydubai, which all travel agents should advise their customers of. Payments for checked-in luggage can be made at time of booking. For those who forget to p pay g y — like us — there is a desk where the luggage bill can be settled quite quickly.
BOARDING: Like many airport terminals in the Middle East (those that until recently,
FLYDUBAI EXTRAS PRICE LIST
THE CABIN: Because flydubai is an LCC, there is only one class of product/cabin on board its aircraft — economy. The seating configuration, as on most Boeing737 aircraft is three and three. However, the seats did not feel too cramped and were comfortable. Also, because the aircraft are brand new, there is no wear and tear so passengers feel more relaxed in this modern aircraft environment. The orange and blue colour scheme reminiscent of Dubai’s ocean and desert landscape.
THE SERVICE: The cabin crew were friendly and very professional — perhaps more so than those working in the economy-class cabin of regular legacy carriers and some revealed they previously y p y worked for Emirates. Nothing was too much trouble and there were smiles all round — that’s always a good sign that staff are well looked after and obviously enjoy their jobs.
THE FOOD: To mak make sure flydubai can keep its unit costs down and thus its fares low, food is not complimentary. Passengers may take their own food or purchase some of the reasonably-priced snacks on board. These include soft and alcoholic beverages, sandwiches, chocolate, crisps and sweets. I tried a tasty heated chicken and zataar wrap priced just AED 10 (US $2.70) and certainly more palatable than many economy-class meals I have sampled in the past
THE PRICE: We travelled during Eid so the return price from Dubai to Amman was probably one of flydubai’s highest — AED 1320 (US $359) including taxes and 10kgs of hand luggage. The cost to check-in luggage was around AED 200 ($54) return but if we had paid for luggage online this price would have been lower. Like all LCCs, flydubai works on a supply and demand basis so the earlier you book or the emptier the flight is at time of booking, the better price you get. SELLING IT: flydubai does not pay comSE mission but the LCC says it is looking to work m with wi “open-minded partners with strong market presence and a passion for makm ing in travel less complex and more cost-effective”. Agents who book flydubai are advised t to charge their clients a service fee. See www.flydubai.com/travelagents
EDITOR’S VERDICT
OPTIONAL EXTRA
FLYDUBAI.COM
AIRPORT
First checked bag (up to 32 kg)
AED 40
AED 150
Additional checked bag (up to 32 kg)
AED 100
AED 150
Seat selection
AED 5
Not available
Seat with extra legroom
AED 50
Not available
Sports equipment
AED 100
AED 150
38
were not accustomed to large volumes of passengers), boarding the aircraft is not conducted by a boarding bridge as at the busier terminals one and three. Instead, passengers are taken by bus to the tarmac to board the aircraft. This can cause delays on occasions, but it posed no problems during our journey.
Arabian Travel News – November 2009
It was a pleasure to travel with flydubai — the aircraft was new and comfortable, the service professional and the flight even landed 10 minutes early in Amman. There couldn’t be a better time to sell flydubai given that many corporates are cutting back on travel expenses plus the attractive fares create more demand in the leisure, VFR and MICE markets that the travel trade should work to their advantage — package it up and charge a fee. I guarantee your clients won’t be disappointed.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
The ATN Power 50
THE TRAVEL INDUSTRY’S MOST INFLUENTIAL PLAYERS REVEALED
www.hoteliermiddleeast.com/travel
November 2009 – Arabian Travel News
39
REGIONAL NEWS
The ATN Power 50
R E W O P OST M S ’ Y DUSTR REVEALED N I L E S AV THE TR TIAL PLAYER N INFLUE
hether it is power, influence or success driving their ambitions, ATN’s guide to the region’s 50 most influential travel and tourism professionals in the Middle East not only recognises the individuals who have helped shape the industry, but identifies those who strive to take it forward over the next few decades. The ATN Power 50 features individuals from all walks of life and from a wide range of sectors — from tourism boards and tour operators to airlines, congress organisers and even eco-warriors.Together, they represent a mix of roles that has signif-
icant relevance to the continued and successful growth of the Middle East travel and tourism industry. While the Power 50 does not include ministers of state or members of ruling families, ATN recognises their vital contribution to the development of the region’s tourism industry. So who’s hot and who’s not? Coming in at number one is Emirates Airline and Group executive vice chairman Maurice Flanagan CBE who not only set up the first UAE travel agency — Dnata — but has played a major role in putting the Middle East on the travel and tourism map through his involvement with one of the world’s fastest-growing airlines. With carriers such as Emirates, Etihad Airways and Qatar Airways — not to mention the low-cost carriers —
helping to secure the future growth and prosperity of the region’s travel and tourism industry, it’s no surprise that the CEOS of these businesses feature on our Power 50 list too. Individuals who have helped develop the region’s hotel industry into one of the most dynamic in the world, are also featured, but so too are some more unexpected names — those who helped sow the seeds many years back to create the diverse industry we witness today. We should stress that the list is not scientific, but entirely subjective and we accept that our readers will agree and disagree on almost every name and position. In this respect, we welcome your feedback.
Gemma Greenwood Senior Group Editor
POWER LIST RESEARCHERS
Gemma Greenwood David Ingham Kathi Everden
40
Arabian Travel News – November 2009
www.hoteliermiddleeast.com/travel
0 5 REGIONAL NEWS
REGIONAL NEWS
The ATN Power 50
Mau Maurice Flanagan, CBE, executive vice chairman, Emirates Airline and Group cha
Mau Maurice Flanagan, CBE, first entered the aviation industry in 1953 when he joined BOAC, the forerunner of British Airways, as a graduate trainee. In 1978, he joined the Emirates Group as the director at and general manager of Dnata. He then became managing director when Emirates Airline began operations in 1985 and was appointed group managing director of the Emirates Group in 1990. Under his guidance, Emirates has gone from a startup airline with two borrowed aircraft to a global aviation powerhouse with more than 100 planes operating to all continents. Emirates Group has become a diversified travel and tourism conglomerate, with successful holiday, conference and hotel divisions. Flanagan became vice chairman and group president in July 2003 and since 2006, he has served as executive vice chairman for Emirates Airline and Emirates Group. Under his leadership, Emirates Group has been one of the key players behind Dubai’s emergence as a top world tourism destination.
Khalid Ahmed Bin Sulayem, director general, Dubai Department of Tourism & Commerce Marketing (DTCM)
It’s not surprising that the man whose job is to promote Dubai to the world features highly on our Power 50 list. That is precisely the responsibility of Ahmed Bin Sulayem, director general, Dubai Department of Tourism & Commerce Marketing (DTCM). For Sulayem, promoting Dubai is almost a life’s work. He held top management positions within
www.hoteliermiddleeast.com/travel
Dubai Commerce and Tourism Promotion Board (DCTPB), the forerunner of DTCM, from its establishment in the late 1980s, before being appointed chief executive in 1993. When DTCM was established in 1997 to replace the DCTPB, he became its first head and has been there ever since. Over this long period, he has tirelessly led the organisation that oversees the planning, supervision and development of tourism in Dubai, including the licensing of hotels, hotel apartments, tour operators and tour guides. Sulayem also directly oversees the planning and implementation of Dubai’s international marketing programmes.
Mubarak Hamad Al Muhairi, director general, Abu Dhabi Tourism Authority
Since the inception of Abu Dhabi Tourism Authority (ADTA) in 2004, Mubarak Hamad Al Muhairi has helped position Abu Dhabi as a unique destination characterised by traditional values and conservation. Al Muhairi has established a ‘one-destination’ approach to marketing the emirate, helping the destination to develop international mindshare. He also works in partnership with the Tourism Development & Investment Company (TDIC), for which he is managing director and he was personally involved in the creation of the Cultural District of Saadiyat Island. Committed to driving and growing Abu Dhabi’s hospitality and tourism sectors, Al Muhairi also sits on the boards for Abu Dhabi National Exhibitions Company, Abu Dhabi Authority for Culture & Heritage and Abu Dhabi Airports Company.
November 2009 – Arabian Travel News
41
REGIONAL NEWS
The ATN Power 50
4
6
42
James Hogan, CEO, Etihad Airways As CE CEO of Etihad Airways, James Hogan’s job is to establish the air links Hogan’ will help build Abu Dhabi into a that wi global tourism and leisure hub. The airline now connects the UAE capital to almost 60 cities, with flights Cape Town and Chicago added to C recently. To support this expanre sion, Etihad has invested heavs ily in aircraft and infrastructure. In 2008 Hogan signed one of the largest aircraft orders in commercial aviation history for up to 205 aircraft worth some US $43 billion. s This alone makes him a worthy candidate for inclusion in the Power Powe 50, but then in June 2009, Etihad’s CEO closed the biggest engine deal in i commercial aviation history worth some $14 billion. Hogan brings to the Abu DhaHo bi-based airline more than 30 years bi-ba of travel industry experience, havtra ing held he senior positions with bmi, Hertz, Hertz Forte Hotels and Gulf Air.
Selim El Zyr, president and CEO, Rotana Hotel Management Corporation Selim El Zyr, a graduate of Ecole Hôtelière de Lausanne in Switzerland, co-created Rotana Hotel Management Corp in the 1990s and has built it into an international player. Rotana’s portfolio has grown to include almost 70 hotels in 12 countries, with expansion into new territories still to come. Despite the continued flow of international names into the region, Rotana remains a popular brand and it has continued to innovate. A few of its milestones include Rotana Rewards loyalty programme; Club Rotana executive club and Zen the spa at Rotana. In addition to the mother brand, alcohol-free Rayhaan Hotels & Resorts was launched in March 2008 and the new business-focused Centro Hotels brand is soon to make its debut. Half a dozen hotels are pegged for opening in Abu Dhabi and deals have been signed to manage hotels in Egypt and Saudi Arabia.
Arabian Travel News – November 2009
5
Hans Haensel, senior vice president, destination & leisure management division, Emirates Group
Hans Haensel certainly has a lot to think about. The man who started life as a travel rep in Spain is responsible for the operations of Emirates Holidays, Emirates Hotels & Resorts, Arabian Adventures and Congress Solutions International (CSI). Revenue in Hansel’s division is set to grow by 60% over the next five years. Amongst his key objectives are to ensure the smooth opening of new hotels in the group’s portfolio and establish Arabian Adventures in other parts of the world. An ongoing challenge for him is recruitment. The division has 17,000 staff and needs to take on 4000 more, while persuading agents to sell new destinations and travel experiences to their customers is also an issue. That’s a lot of responsibility for a man who only wanted to be a postman as a boy.
Gerald Lawless, executive chairman, Jumeirah Since joining Jumeirah Group as managing director in 1997, Gerald d Lawless has developed some of the world’s most iconic hotel projects — the Burj Al Arab, Emirates Towers and Jumeimeirah Beach have put Dubai on the map and become tourism marketing assets in their own right. Lawless’s remit when he started was to deliver a completely different experience and with the aforementioned projects, he quickly set standards for regionall and international markets to follow. Since appointed executive chairman in 2007, Lawless has continued to drive service ice standards across the group, developing the distinctive ‘Jumeirah — Stay Differfferent’ tagline for the brand.
7
Akbar Al Baker, CEO, Qatar Airways
8
Qatar Airways’ CE CEO is a man of many talents. He has driven the am ambitious expansion of the world’s ‘five-star’ airline airline; has nurtured a successful group of companies tthat includes Doha International Airport and Qa Qatar Duty Free Company; and is involved in the e efforts of Qatar Tourism Authority to promote the p peninsula nation to the world. In 2008 and 20 2009, the CEO launched a number of long h haul routes. This development runs alongside the ongoing multibillion dollar project to complete the New Doha International Airport by 2012.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
The ATN Power 50
9
Adel Ali, CEO, Air Arabia
The region’s low-cost king fully deserves his position on this list. Arguably more than any other individual, he has led the development of the no-frills aviation sector in the GCC states. Air Arabia is a resounding success, churning out profits, constantly adding new destinations and even giving its name to new start-up airlines in other Arab countries such as Morocco, with one in the pipeline in Egypt. Air Arabia has also entered the package holiday business and now has its own hotel under construction at Sharjah’s international airport. Prior to Air Arabia’s start-up in 2003, Ali held positions at Gulf Air and British Airways, but it is his current role that has turned him into a household name. He holds an MBA degree from Marlhurst University, Oregon, USA.
10
Dr Salah Albukayyet, deputy secretary general, Saudi Commission for Tourism & Antiquities
Saudi Commission for Tourism & Antiquities (SCTA) is the body charged with driving the development of the travel & tourism sector in KSA. Saudi Arabia has announced ambitious targets to increase visitor numbers, from 47 million in 2008 to 88 million by 2020. The number of hotel rooms will rise from 117,097 to 254,310, apartment units will increase from 101,544 to 185,853 and industry employment is set to grow from 1.1 million to 1.5 million, according to the SCTA 2020 vision. Dr Salah Al-Bhukayyet has been responsible for monitoring the criteria for classifying and licensing hotels. He is also overseeing tourism funding, visa regulations and the licensing of timeshare units, tour guides, operators and major tourism projects, including Al Uqair and Souk Okaz. In addition to helping ensure that hotels and key amenities are built and up to standard, the commission is also charged with training up Saudis so that they can take jobs in the industry. With those kinds of goals to aim for, Dr Albukayyet is a worthy inclusion on our list.
ArRIVED THE WHOLe COUNTRY. STILl TRYING TO DEPARTed GET OVeR uLUru. PLANnING TO SEe
@kËj kil\ n_Xk k_\p jXp1 kf Ôe[ pflij\c] jfd\k`d\j pfl e\\[ kf cfj\ pflij\c]% @e 8ljkiXc`X k_\p ZXcc k_`j ^f`e^ ÊnXcbXYflkË% 8e[ n`k_ LclilËj dX^`ZXc gi\j\eZ\# jXZi\[ _`jkfip Xe[ jg\ZkXZlcXi eXkliXc Zfcfli j_fn Xk jlei`j\ Xe[ jlej\k# `kËj ef nfe[\i g\fgc\ Xi\ Ôe[`e^ k_\dj\cm\j _\i\ \m\ip j`e^c\ [Xp% M`j`k 8ljkiXc`X%Zfd kf Ôe[ flk _fn pfl ZXe ^f nXcbXYflk%
www.hoteliermiddleeast.com/travel
November 2009 – Arabian Travel News
43
REGIONAL NEWS
The ATN Power power 50
11
Salim Bin Adey Al-Mamari, director general of tourism promotion, Oman Ministry of Tourism
13
Salim Bin Adey Al-Mamari has some ambitious targets to achieve — in 2005, the ministry said it wanted to increase tourism revenues by 7% annually over the next five years. It also aims to increase the proportion of Omani nationals in the travel and tourism sector to 90% from a figure of 37%. While striving to achieve these ambitious goals, Al-Mamari has a strict brief to ensure that tourism development does not impact Oman’s natural beauty and environment.
12
Ahmed Al Nuaimi, chairman, Qatar Tourism and Exhibitions Authority
Since taking on the role of Qatar Tourism and Exhibitions Authority (QTEA) chairman in 2007, Ahmed Al Nuaimi has worked to turn Qatar into a destination for business and leisure visitors worldwide. According to Al Nuaimi, almost 1.1 million visitors stayed in Qatar in 2008, up 10% on the previous year. The country has some major projects under development, including the Pearl Qatar, the Lusail project and Al Sidra Golf District. The country is also now host to major sporting events, including WTA Championship tennis, the first night-time Moto Grand Prix, the Ladies Cycling Tour of Doha and the Asian Cup football tournament 2011.
15
Khater Massaad, CEO, RAK Investment Authority
Ras Al Khaimah Investment Authority (Rakia) is the government body responsible for ensuring the socio-economic growth of the emirate of Ras Al Khaimah. Under its CEO, Khater Massaad, it has a brief to help develop the travel and tourism sector in this northern region of the UAE. Visitor numbers to RAK are tipped to hit 2.5 million by 2012, on the back of a tourism marketing campaign that emphasises sports and the outdoors. The International Association of Athletics Federations (IAAF) has already conferred its Silver Label status on the RAK Half Marathon, which is still only in its third year and has already witnessed one world record time. Thanks to the efforts of Rakia and Massaad, two dozen five-star hotel groups have plans to start operations in Ras Al Khaimah within the next five years. If the announced projects pan out, the emirate will have 5500 hotel rooms by 2012, compared with 1800 at the start of 2008.
44
Arabian Travel News – November 2009
16
Lee Tabler, chief executive, Tourism Development & Investment Company (TDIC) Lee Tabler is responsible for delivering the projects that will bring high-income travellers to the UAE capital. In his role as Tourism Development & Investment Company (TDIC) chief executive, Tabler has overseen numerous developments in Abu Dhabi’s tourism sector and has been responsible for land acquisition and deal structuring for major hospitality and entertainment projects. These include eco-aware developments such as Desert Islands and high-profile project Saadiyat Island, as well as Abu Dhabi Golf Resort, Anantara Qasr Al Sarab Resort & Spa and Angsana Resort and Spa Eastern Mangroves.
Peter Hill, CEO, Oman Air
Peter Hill arrived at Oman Air in 2008 having served as head of Sri Lankan Airlines. Following Oman’s withdrawal from Gulf Air a few years ago, the race has been on to quickly establish the airline as an international player and boost the flow of people into the country. Hill is currently overseeing a flurry of activity designed to help improve Oman’s links with key international tourism feeder markets. In recent weeks, Oman Air has added services to Frankfurt, ankfurt, Munich, Paris, the he Maldives and Sri Lanka. Aircraft interiors ors are being moddernised, uniiforms redesigned and new first and business products introduced.
14
Wael Al Lawati, CEO, Omran
An engineer by trade, Wael Al Lawati was hired in 2003 to launch The Wave, one of the country’s major tourism projects, before taking up his role at Omran, the government body responsible for promoting investment in tourism and real estate ventures. Omran is currently involved in developing a number of resort-style projects, including the Khasab and Jabal Akhdar hotels that will significantly boost the quality of tourism infrastructure in Oman, while adhering to the g ov e r n m e n t’s brief to protect Oman’s natural beauty.
17 Paul Griffiths, CEO, Dubai Airports Just a year into his post as CEO of Dubai Airports, Paul Griffiths played his part in ensuring the glitch-free launch of Terminal 3 at Dubai International Airport in October, 2008. Next June, he has to ensure that phase one of Al Maktoum International Airport — a nine million passenger terminal — opens smoothly and that airlines have signed up to use it. Beyond that, he has to ensure the airport continues to develop towards its mind-boggling stretch target of handling 160 million passengers per annum. Prior to moving to Dubai, Griffiths was managing director of London’s Gatwick Airport, operated by British Airports Authority. He also spent 14 years with Richard Branson at the Virgin Group.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
The ATN power Power 50
18
Abdullah M Rehaimi, president, The General Authority of Civil Aviation (GACA) Saudi Arabia Abdullah M Rehaimi appointment as president of the General Authority of Civil Aviation (GACA) in 2003 was designed to bring a business-oriented, outsider’s view to the running of the organisation. Rehaimi since focused on three core objectives: to liberalise the domestic market, improve operating policies and procedures, and invest in airport improvement and expansion.
19
Marwan Boodai, chairman and CEO, Jazeera Airways
Marwan Boodai’s motivation in founding Jazeera Airways was simple: to create a low-cost airline for passengers travelling between Kuwait and other Middle Eastern destinations. Jazeera Airways began flying in 2005 and now serves 24 cities across the Middle East, Iran and India. The airline claims to be profitable and aims to carry almost 2.5 million passengers this year. After making its name as a budget carrier, Jazeera is now looking to shed the ‘low-cost’ label. Its next big initiative is the introduction of a Business Class seat, priced, it claims, around 35% lower than current business offerings.
22 Leo Fewtrell, manager, Dubai Travel and Tour Agents Group Industry stalwart Leo Fewtrell has dedicated 31 years to the GCC’s travel and tourism industry. After stints with MMI, Inchcape and Dnata, in 2004 he started destination marketing firm Gulfreps, but Fewtrell is now best known as manager of Dubai Travel and Tour Agents Group (DTTAG) — a body that has fought hard for the interests of travel agents, from buying power and bonds to training needs.
www.hoteliermiddleeast.com/travel
23 Ali Zaid Abu Monassar, executive chairman, Net Group Ali Zaid Abu Monassar is the driving force behind Net Group, which has been a pillar of the local travel and tourism industry since 1989. The company’s divisions include Net Tours, Incentive Productions, Net Conference and Conventions, Net Holidays, Net Cruises, Net Golf, Pleasure Tours, 1001 Arabian Nights and Netco Transport. Together, the divisions provide a one-stop solution for tours & safaris and MICE (meetings, incentives, conferences and exhibitions) in the Middle East.
20
Frederic Bardin, senior vice president, Congress Solutions International
Based on his 32 years of experience in tourism, Frederic Bardin’s job is to establish this division of the Emirates Group as a world-class professional congress organiser (PCO). CSI has handled a number of events locally for international players, including the Institute of Management Accountants, the World Association of Cooks Societies and US-based financial firm, BlackRock. CSI aims to make its mark by handling every aspect of an event, from logistics and IT to preparation of handouts and after-hours entertainment.
21
Marc-Francois Dardenne, CEO, Emaar Hospitality Group
Marc Dardenne’s name is synonymous with the establishment of luxury hospitality brands in the Middle East. His current job, as head of Emaar’s hospitality group, is to establish The Address as a new high-end hotel brand in the region. Prior to joining Emaar in 2007, he served as vice president and area general manager for The Ritz-Carlton Hotels in the Middle East, helping to establish a chain of four luxury hotels across the region. He has also worked with the Hyatt group, spending 11 years in Asia in various properties.
24
Samir Daqqaq, Marriott International’s vice president of global sales for the Middle East & Africa
Samir Daqqaq is a stalwart of the regional travel industry and a 30-year Marriott veteran. He was recently hailed by David Townshend, Marriott’s senior VP of global sales, for his respect for others, sense of honour and excellent mentoring of colleagues. Daqqaq joined Marriott in 1979 as an administrative assistant at the Riyadh Marriott Hotel in Saudi Arabia, focusing on guest relations. Over the years, he steadily advanced through a number of key operational and sales positions, eventually becoming director of sales and marketing at the Amman Marriott Hotel in Jordan. He worked in Marriott properties in France, Warsaw and San Francisco before returning to the Middle East to establish a sales network in the region. Daqqaq is a graduate in hotel management from Cairo’s Helwan University.
November 2009 – Arabian Travel News
45
REGIONAL NEWS
The ATN Power 50
25 Richard Cregan, CEO, Abu Dhabi Motorsports Management Richard Cregan must be excited and full of trepidation in equal measure right now. He heads the organisation responsible for building and running Yas Marina Circuit, home of the forthcoming Formula 1 Etihad Airways Abu Dhabi Grand Prix. Cregan is a man with motor racing in his blood. He joined Abu Dhabi Motorsports Management from Toyota Motorsport, which he joined in 1984. Over more than two decades, he took on many roles within the team including rally mechanic, workshop manager and operations manager for Toyota’s title-winning rally programme and the Le Mans 24 hour project. In 1999 he was closely involved in the creation of Toyota’s F1 team and went on to become general manager of F1 operations in 2001. In 2004, he became team manager, responsible for the smooth operation of the team and relations with F1’s governing body.
28
Gerhard Hardick, chief operating officer, Roya International As COO of Roya International, a Dubai-based consultancy, Gerhard Hardick is used to giving travel and hospitality firms honest advice. Occasionally, ly, his views also appear in the public space, such ass when he famously urged regional hotels els to downsize their middle management. Hardick has as more than 30 years of regional nal and international experience nce in the field. Through his work with chains such ass Hilton Hotels, he has amassed a swathe of experience e that he uses to advise companies on operations, rations, sales, marketing keting and finance.
46
Arabian Travel News – November 2009
27
26 Ulrich Eckhardt, Kempinski President Middle East and Africa
Dr Majid Sabri, regional vice president, IATA
Ulrich T. Eckhardt oversees the 13 Kempinski Hotels currently operating in the region, including the world-famous Emirates Palace in Abu Dhabi and Kempinski Hotel Ajman, which he not only launched in 1998, but continues to manage despite his regional promotion. Since then, he has led the development from the ground-up of the portfolio and achieved worldwide acclaim for several of them, such as the inclusion of Kempinski Hotel Ishtar Dead Sea, Jordan, in the World’s 50 best hotels by Forbes Traveler (US) in 2008. Responsible now for spearheading Kempinksi’s expansion in the Middle East, Eckhardt plans to more than double the portfolio to 30 hotels by the end of 2012.
Following rapid promotion to the post of regional vice president, Majdi Sabri implements the International Air Tr a n s p o r t Association’s policies and promotes its services to airline CEOs and civil aviation directors in the region. He is charged with leading a ‘programme of change’ in the MENA region and is a strong advocate of strengthening the region’s open sky policy. Dr Sabri earned his aviation experience through seven years spent at Royal Jordanian and before that he worked as director of planning at Jordan’s Civil Aviation Authority.
29
Mohammed Al Habbai, chief executive officer of Dubailand Mohammed Al Habbai is charged with overseeing Dubai’s largest single tourism development initiative, but also has to spend a lot of time fending off questions about the timescale of projects. Not so surprising given that Dubailand is a truly ambitious undertaking, involving a series of individual developments that together make up one of the largest tourism destinations in the world. In his role, Al Habbai is involved in bringing investors such as Universal and Hit Entertainment into Dubailand and facilitating the smooth delivery of individual projects.
www.hoteliermiddleeast.com/travel
The ATN Power 50
31
30 Martin Whitaker, general manager, Bahrain International Circuit Martin Whitaker joined Bahrain International Circuit shortly after the first F1 event was held there in 2004. He had been closely involved in the promotion of that inaugural race as an employee of KHP Consulting, the international sports marketing agency. Whitaker came to the job with a strong working knowledge of the motor sport industry. He was an integral part of the KHP team that assisted in the organisation of the first race and is familiar with the workings of FIA, the Formula One governing body. He was also director of motor sport at Ford Motor Company and held positions at McLaren Racing and the RAC Motor Sports Association.
Olivier Louis deserves a place on this list for helping to establish Dubai as a high-end beach destination. He was general manager of the One&Only Royal Mirage when it was an isolated outpost on an almost deserted stretch of beach.Nowadays the One&Only Royal Mirage is surrounded by the likes of JBR, Dubai Marina and countless international hotels but remains at the heart of Dubai’s tourism offering and is still one of the most sought after places to stay in Dubai.
33
32 Keith Fernandez, group managing director, Destinations of the World Keith Fernandez is group managing director of Destinations of the World (DOTW), a leading travel industry wholesaler based in Dubai. Through a network of 21 global offices and a sophisticated e-commerce platform, DOTW provides more than 80,000 ground services in more than 1200 cities to wholesalers and agents around the world.
www.hoteliermiddleeast.com/travel
Olivier Louis, general manager, One&Only Royal Mirage
Patrick Antaki, general manager, Le Meridien Al Aqah Through his efforts as general manager of Le Meridien Al Aqah, Patrick Antaki has helped put the UAE’s East Coast on the tourism map. Once an isolated five-star hotel on a pristine coastal strip in Fujairah, the property is now surrounded by high-end tourism and leisure developments as well as new resorts. Antaki is an enthusiastic spokesperson for, and a promoter of, Fujairah and the East Coast, focusing much of his effort on raising awareness of the area’s potential as a primary watersports destination in the UAE.
November 2009 – Arabian Travel News
47
REGIONAL NEWS
The ATN Power power 50
Iain Andrew, divisional senior vice president, Dnata Travel Services
34
35
Dnata Travel Services sources, supplies, distributes, promotes and supports the best in travel products from around the world, making them easily accessible to its customers. Recent initiatives include the launch of an executive air travel division with Empire Aviation and an investment in UK-based Hogg Robinson Group, a corporate travel specialist, as well as the establishment of an outlet in Kabul, Afghanistan.
Tony Williams, senior vice president, Emirates Hotels & Resorts An eco-warrior by nature, Tony Williams is overseeing the development of a chain of luxury eco resorts for the Emirates Group, including Al Maha Desert Resort & Spa, Dubai and Wolgan Valley Resort & Spa in Australia, with Cap Ternay Resort & Spa in the Seychelles to follow in 2012. Williams is also responsible for in-house spa brand, Timeless Spa.
Helen Beck, regional sales director, Middle East, Royal Caribbean Helen Beck’s tireless work has resulted in the establishment of a dedicated Arabian cruise season based in Dubai. From January to April 2010, Royal Caribbean International will introduce seven-night cruises around the GCC from a base in Dubai. The company will deploy Brilliance of the Seas, a 2501 capacity luxury vessel, on the itinerary, which will include five stops around the Gulf.
38 Chris O’Donnell, CEO, Nakheel Chris O’Donnell joined Nakheel in June 2006 and spearheaded the execution of the company’s developments. He joined from Investa Property Group, an investment, management and development company that became Australia’s largest listed owner of commercial property. He has also held senior roles with Westpac Investment Property, Lend Lease Property Investment Services.
48
36
39 Chuck Heath Former director of special projects at the Department of Tourism & Commerce Marketing, Chuck Heath was the driving force behind the development of cruise tourism in Dubai. With passenger numbers increasing five-fold in five years, he conceived and executed plans for a dedicated cruise terminal, one that not only looked good, but also met global standards for service and safety. Built in just nine months and opened in March 2001, the terminal hosted four ships and around 4000 passengers on its launch day, including the world famous QE2, whose master, Captain Warwick, nominated it as “one of the finest cruise terminals” he had ever seen.
Arabian Travel News – November 2009
37 Ghassan Aridi, CEO, Alpha Tours Alpha Tours is a leading independent destination management company in Dubai, servicing both the tour management and recreation planning industries. It was established in 1995 by Ghassan Aridi, who has more than 25 years of experience in destination management. A graduate in tourism, Aridi has ambitious plans for the company, including the establishment of strong international operations.
40 Naz Nizari, senior vice president, EmQuest EmQuest is a travel distribution company that develops, markets and operates technologies and services. Under Nizari, the company has signed a 10-year deal to represent Sabre Travel Network, which connects buyers and sellers of travel products and services. EmQuest has also developed a regional distribution service (RDS) for local suppliers wishing to promote and sell their services.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
The ATN Power 50
41
42
Sonu Shivdasani, chairman & CEO, Six Senses In 1995, Sonu Shivdasani opened the first Six Senses property. The group has pioneered the concept of eco-hotels by sourcing local, organic produce and keeping its carbon footprint to a minimum. Shivdasani has declared the Six Senses group will be carbon neutral by 2020. Regionally, the group has properties in Oman and Jordan. Six Senses Hideaway Zighy Bay has been hailed the region’s first true eco resort.
45
Simon Horgan is helping to establish Abu Dhabi National Exhibition Centre as a world-class facility. He has worked in the exhibition and media industry for more than 30 years. Horgan was director of the DubaiWorld Trade Centre for eight years, before becoming an executive board director of The NEC Group of venues in the UK. He became chief executive of ADNEC and the Capital Centre in 2005.
43
Nazar Musa, managing director, Holiday Autos Holiday Autos Middle East is a broker dealing with a number of car rental suppliers and negotiating the lowest possible rates and savings for customers and travel agents. It provides the online car rental booking engine for several regional airline sites and offers considerable incentives for agents and agencies. Prior to launching Holiday Autos Middle East, he managed the company’s international division in the UK. Musar is also a partner in destination marketing firm Gulf Reps, alongside Leo Fewtrell, who is number 22 on the Power 50 list.
50
44
Simon Horgan, CEO, ADNEC
Arabian Travel News – November 2009
Rod Bogg, managing director, Dubai Golf Rod Bogg has been a key figure in the establishment of Dubai as a golfing destination. He is managing director of Dubai Golf, which has a workforce of some 900-plus employees overseeing the courses in addition to nine food & beverage outlets, a marina, residential developments, golf academies and extensive recreational facilities.
46 Lore Koenig, director of sales and marketing, The Chedi, Muscat Lore Koenig is director of sales and marketing at the Chedi hotel in Muscat, which has helped in establishing Oman as a high-end destination for affluent and cultural tourists. Conde Nast Traveller readers voted Chedi their favourite hotel in Africa, Middle East and the Indian Ocean in 2008.
Pam Wilby, general manager, Grosvenor House Dubai and Le Royal Méridien Beach Resort and Spa Pam Wilby, another stalwart of the regional a hotel ote industry and one e of its first lady GMs, manages a combined ined team of more than 1000 people across two hotels. She is GM of one of Dubai’ss oldest hotels, Le Royal Méridien Beach Resort sort and Spa, as well as the newer Gros-venor House Dubai in Dubai Marina.
47 Hani Khorsheed, general secretary, ATTAC and GTTAC Hani Khorsheed, the general secretary of the Abu Dhabi Travel and Tourism Agencies Council (ATTAC), has been a prime mover in the formation of the Gulf Travel & Tourism Associations Committee (GTTAC). As its secretary general, Khorsheed is encouraging cooperation and the exchange of ideas between agents across the Gulf countries. In addition, in his role at ATTAC, Khorsheed he has been a keen promoter of the travel industry in the UAE capital while protecting the interests of the group’s agency members.
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
The ATN Power 50
48 Sumaira Isaacs, managing director, MCI Middle East MCI is a communications and events management company providing services in the fields of association management, congresses and exhibitions, live communication, meetings, events and performance improvement programmes. In 2006, MCI started operations in Dubai with Isaacs at its helm. It’s the company’s eleventh office worldwide but only the second one outside Europe.
49 Debbie Stanford Kristiansen, CEO of expo@bahrain As CEO of expo@bahrain, Debbie Stanford Kristiansen plays a key role in marketing the @bahrain development to the global MICE industry. Kristiansen is a MICE industry stalwart, having spent six years on the Board of the Society of Incentive & Travel Executives Great Britain and Ireland Chapter.
50 Mark Walsh, Group Exhibition Director, Arabian Travel Market Mark Walsh deserves a place on ATN’s Power 50 for his role in orchestrating the Middle East’s largest travel trade show — Arabian Travel Market, which this next year (2010) will celebrate its 17th edition. Walsh, who is also responsible for several B2B shows at UK-based Reed Travel Exhibitions (RTE) including International Golf Travel Market and City Break, took over the reins of ATM from Chris Chackal in 2007. The 2010 installment of the show, which will take place from May 4-7 was already 50% contracted at the time of press.
A palm fringed white coral beach and turquoise lagoon with colourful marine life, steps away from your room. Nine restaurants and a bar with an over water terrace that features a live band most evenings. Relax and rejuvenate at the Aquum Spa.
Serenity and Joie de Vivre
Special PAY 3 / STAY 4 offer from November 01 till 20 December 2009*. Book through your preferred operator or contact reservations: telephone: 00960 3332200 facsimile: 00960 3312131 Email: reservations@unient.com.mv www.kurumba.com
www.hoteliermiddleeast.com/travel
November 2009 – Arabian Travel News
51
I]Z AZVY^c\ IgVkZa :m]^W^i^dc [dg i]Z B^YYaZ :Vhi GZ\^dc
DcZ :kZci! Jca^b^iZY 9Zhi^cVi^dch 9jWV^ >ciZgcVi^dcVa 8dckZci^dc VcY :m]^W^i^dc 8ZcigZ 6gVW^Vc IgVkZa BVg`Zi '%&% \jVgVciZZh id WZ bdgZ i]Vc _jhi Vc Zm]^W^i^dc! d[[Zg^c\ cZildg`^c\ deedgijc^i^Zh l^i] ^ciZgcVi^dcVa VcY gZ\^dcVa WjnZgh# IV`Z eVgi ^c V cjbWZg d[ [ZVijgZh ^cXajY^c\/ ® HZb^cVgh VcY 9ZWViZh ® HdX^Va :kZcih ® 8VgZZgh 9Vn Ä I]jghYVn + BVn ® IgVkZa 6\Zcih 9Vn Ä I]jghYVn + BVn ® 8dchjbZg 9Vn Ä ;g^YVn , BVn
;dg Zm]^W^idg fjZg^Zh! XdciVXi LZaaV] :aa^h I/ .,& ) (+) '-&& :/ lZaaV]#Zaa^h5gZZYZmed#VZ GZ\^hiZg Vh V k^h^idg Vi lll#VgVW^VcigVkZabVg`Zi#Xdb$gZ\^hiZg'%&% ;dg Vaa di]Zg Zcfj^g^Zh! XdciVXi i]Z 6gVW^Vc IgVkZa BVg`Zi 8jhidbZg HZgk^XZ =Zaea^cZ :/ Vib]Zaea^cZ5gZZYZmed#Xd#j`
D[ÒX^Va 6^ga^cZ
D[ÒX^Va =diZa
D[ÒX^Va <gdjcY =VcYaZg
lll#VgVW^VcigVkZabVg`Zi#Xdb
REGIONAL NEWS
Agent action
NEWS MIME
New recruit ATN talks to Cathay Pacific’s man-of-all-trades, Clement Au, who has been appointed the country manager for the UAE and Oman ATN: What is your travel industry background? I have been working with Cathay Pacific for more than 10 years in a wide range of departments from engineering to marketing and customer information systems to revenue management. ATN: What are your main responsibilities in your new role and what do you think will be the biggest challenges you will face? Cathay Pacific has been serving the UAE since 1977 and performing very well in this region. It is my responsibility
to ensure that the team keeps up the good work, especially in the exciting, but challenging times we are facing. ATN: How much opportunity do the UAE and Omani markets present to Cathay Pacific and how do you plan to utilise this potential? The UAE is definitely a key market for Cathay Pacific. From the excellent infrastructure that has been established in Dubai in the last five to 10 years to the vision and the rapid developments of Abu Dhabi and the potential of neighbour-
It is my responsibility to ensure that the team keeps up the good work, especially in the exciting, but challenging times we are facing ” ing GCC countries, Cathay Pacific is definitely looking out for opportunities, even during these difficult times. Our new flight to Jeddah that
started last month is a prime example of this. ATN: What are your primary objectives in your new role
and how will you ensure you achieve them? I think it would be to ensure that the team is performing to its full potential. It’s the people in the company that makes or breaks the case; everything else will fall in place after that. ATN: Does Cathay Pacific have any major expansion plans for the UAE and Omani markets at this time? We have no concrete plans yet, but as mentioned we are keeping our options open and are always on the lookout for opportunities.
Checkin’ in/checkin’ out ALL THE WAY FOR ALLVEY Oberoi Hotels & Resorts has appointed former Rocco Forte Collection global sales director Mark Allvey as new vice president of sales and marketing EMEA. Allvey, who will be based in London, said he would look to recruit “the best in the business” to run and manage
www.hoteliermiddleeast.com/travel
new regional offices, as he aims to set up new sales and marketing regional sales offices in key European markets and the Middle East. “The aim is to re-connect with the trade, develop close relationships and work closely and tactically with key travel trade partners,” he added.
MBE TAKES ON TV Paul Kennedy MBE has been appointed executive chairman of Meetings Review Ltd, proprietor of digital TV channel MEETINGS:review. He will be responsible for developing the digital channel and plans to work closely with the company’s industry partners.
NOT A MOUTTE CHOICE Gerald Moutte joins The Courtyard by Marriott Hotel, Kuwait City and the Arraya Ballroom as general manager. Moutte brings with him a wealth of management experience to the role and has worked for a selection of multinational chains. He leaves his previous role at the Renaissanc Renaissance
Sharm El Sheikh, Egypt, where he was general manager. Moutte’s globetrotting career has taken him to South Korea, the US, Egypt, UAE and France. He was also part of the launch project for Disneyland, Paris.
HACHEM TAKES ON DUEL ROLE Hussein Hachem has taken on the new position of cluster general manager for the Dubai hotels Al Murooj Rotana and Al Bustan Rotana. Hachem is a hospitality veteran who has worked for Rotana since the company’s beginnings. He has previously launched and operated many hotel properties across the Middle East and Europe.
ASOKA IN FORWARD GEAR Holiday Autos, part of travelocity, has promoted former Middle East sales manager Asoka Ponnuswamy to general manager. Ponnuswamy, who joined the car rental firm in 2008 and has worked in the industry for 27 years, said: “We are very optimistic of the business recovery in the region and are already seeing early signs of it. The purchase of India’s largest hotel distribution network travelguru by travelocity, further reiterates this optimistic view.”
November 2009 – Arabian Travel News
53
REGIONAL NEWS
Agent action
Burning issue When do you think the travel industry will show signs of economic recovery?
“Once the H1N1
issue is under control I am sure outbound holidays will pick up again
”
I strongly believe that a sign of recovery is not far off, at least in Oman. We have seen a lot of big and small projects announced in Oman by the government that includes a major US $1.5 billion airport infrastructure project, which involves participation from many local and foreign companies. More and more airlines are also adding Oman to their network and the economic climate here is generally very positive. We had many cancellations due to the recession that started earlier here than in
Western countries, however the impact on the outbound holidays was mainly due to H1N1 fears. The initial drop in business was alarming, but once the H1N1 issue is under control I am sure the outbound holiday market will pick up again. My personal feeling is that next year will definitely show an upward trend, but it will take more than a year to fully recover to prerecession levels.
Prasad Pillai, General Manager, Eihab Travels, Muscat
“We have also had to
be tougher when it comes to the collection of our outstanding payments from the market
“The travel industry
will see signs of economic recovery in one year’s time
”
”
I think the travel industry will see signs of economic recovery in one year’s time. The destination that has seen the biggest fall in trade during the economic crisis has been the US. We have had to deal with the crisis by reducing overheads and maximising staff efficiency by enhancing the technology we use. I don’t believe the situation will fully recover for another five years.
The most we can do at the moment is to improve our services for our corporates, to maintain good relationships with them and to line up more business in the future. We have been trying our best to attract new companies that have just started up businesses in Qatar. We have also had to be tougher when it comes to the collection of our outstanding payments from the market, in order to improve or recover from our current financial situation. In my opinion, I think signs of economic recovery will shine through by the beginning of 2011.
Sunny Augustine, Executive Director, Whitesands Tours and Travel, Dubai
54
Arabian Travel News – November 2009
Kolait Bolice, General Manager, Horizon Travel and Tourism, Doha
I personally think the market hasn’t bottomed out yet. People are still watching their pennies and are concerned about job security. They are not necessarily spending less if they take one trip away, but many potential travellers are now considering a fewer number of breaks in a year. We have attempted to deal with the crisis by finding new ways to make money and by trying to offer our clients added value for their dirham. I predict that the situation will recover to pre-recession levels by late 2010 if we are lucky.
“
I personally think the market hasn’t bottomed out yet
”
Mark Reed, General Manager, Arabian Pacific Travel and Tourism, Dubai
www.hoteliermiddleeast.com/travel
REGIONAL NEWS
Agent action Interview
Meet the agent… Al Naboodah Travel and Tourism Agencies head of leisure and marketing Shibly Jowhershah discusses business challenges and his top destinations
Tough talk Name: Shibly Jowhershah Age: 47 Title: Head of leisure and marketing Agency: Al Naboodah Travel and Tourism Agencies Number of years at the agency: 4 Number of years in the travel industry: 29 Ambition: To be known as “The Specialist”
ATN: What are the biggest challenges facing your travel agency right now? Motivating staff so they feel secure and ensuring we meet our targets. ATN: What has been the impact of the economic slowdown on sales in the past 12 months? We have had to conduct a more careful analysis of spending, in particular the budgets for marketing and sales campaigns. ATN: What has been the impact of Swine Flu on sales in 2009?
Chit chat ATN: What do you like best about your job? I like the interaction with people from all backgrounds and all walks of life, as well as the job’s educational value. ATN: What don’t you like about your job? Sometimes clients have very fixed views and are not open to considering alternatives and sometimes better destinations. I would really love it if someone came in and said: “Just get me to a destination where you know I will have a fantastic five-day holiday.” Currently many people are missing out on lots of exciting destinations and offers,
www.hoteliermiddleeast.com/travel
People have curtailed their travel plans, not because of the fear of contracting the flu, but because they do not want to risk the inconvenience of being quarantined in a foreign country for a week. ATN: What opportunities are there to exploit in the current market? Promoting destinations that can offer more valuefor-money considering the current economic situation. Two such destinations are Malaysia and Thailand, which have proven to be very popular in the past, but do not appear to have met their expected number of visitors this year. ATN:What is the outlook for
your agency in 2010? We always like to keep a positive outlook. People will always travel, even if they have concerns about the current situation or costs. The challenge is to promote destinations and products that will ensure travellers have a good time and maintain positive memories; after all, that is what creates a great holiday. ATN: Do you have any travel agency news to share? Yes, our expansion plans have moved ahead and we have opened three new branches this year in Abu Dhabi, Ras al Khaimah and at the Arabian Centre, in Mirdif, Dubai. These are very positive steps to fit in with our strategy.
It is always fun to experience and explore new cities, cultures and sights ” because they don’t consider the alternatives on offer. ATN: What’s the best deal you’ve ever done? A package for a couple who went away for 30 days; they identified their destinations and allowed me to pick the hotels. They stayed in suites and even had meet-andgreet airside. They trusted my judgment and really enjoyed their trip. I think it
was a job well done, as they were very satisfied and gave me lots of referrals too. ATN: Where do you like to go on holiday and why? Anywhere I have not been before, would be great. It is always fun to experience and explore new cities, cultures and sights. Top on my current list of places I would like to visit are Cairo, Petra and Kenya.
Jowhershah said Kenya was one destination he’d most like to visit.
November 2009 – Arabian Travel News
55
REGIONAL NEWS
Agent action
Selling the Solar Eclipse Impress your clients by offering an out-of-this-world experience Fed-up selling the same old destinations and packages? Bored of recommending the bog standard icons — Eiffel Tower, Pyramids of Giza and the Statue of Liberty — to visit? Well, tropical North Queensland in Australia may be able to light up your working life. In 2012, the destination will experience one of the world’s great astronomical events — a total solar eclipse. On the morning of November 14, the earth will be plunged into darkness as the moon passes in front of the sun. This remarkable event is destined to be one of life’s awe-inspiring moments, so even the most discerning traveller will be excited by this prospect. But if you want to get your clients booked, you’d better be quick as a crack team of tourism professionals from North Queensland spanning restaurateurs, tourism marketing professionals, music festival specialists and coach, airline and reef tour operators — are already working on a campaign to maximise the tourism potential of the event.
Group spokesman, Todd Parker of Parker Travel Collection said: “In December 2002, the Solar Eclipse at the small township of Ceduna in South Australia attracted more than 40,000 people — which as a destination was considered the prime observation point. “Given the 2012 eclipse will pass directly over areas within tropical North Queensland, we are confident of attracting the same number of observers at the very least. “With the possibility of coastal cloud cover affecting visibility, it has believed the best place to view the eclipse will be on the Tablelands and out on the Great Barrier Reef,” he said. So, it’s time to get cracking and offer some creative corporate and FIT packages to the Solar Eclipse before hotels get sold out. Tourism Queensland is now represented in the GCC by Andrew Oldfield.
North Queensland will experience the Solar Eclipse in November 2012.
ATN’s travel agent of the month BCD Travel tours manager Rahul Pradhan Star agent: Rahul Pradhan Position: Tours manager Age: 37 Nationality: Indian Time in travel industry: 20 years Time at Trans World: 18 months Ambition: “At some stage, I
would like to peep into the world of marketing — for an airline or maybe for a destination development firm.” Nominated by: VisitBritain marketing manager Carol Maddison Durai says: “Pradhan is tireless in his task of ensuring that prospective clients know exactly what Britain has to offer, whether they have big or small budgets.”
56
ATN: How has selling and promoting Britain as a tourist destination helped you develop your talents as a travel agent? VisitBritain has been very active in marketing the destination and is the only tourism office from the west that has been in Dubai since I came here in 1995. It has been a source of inspiration, whether it’s marketing campaigns or events or presentations. ATN: How highly do you rate Britain as a tourist destination? Every individual has a dream to visit the UK: the destination has options for every age and every segment, whether it’s for educational groups, incentives, sports tourism or shopping. While our job as travel agents is to provide all possible information, VisitBritain does a great job in providing the tools for sourcing information through its website. I have a passion for my job and for me to sell
Arabian Travel News – November 2009
or promote a destination on there should be support from om the tourism board. ATN: What does it mean to you to be nominated for the Arabian Travel News agent of the month? I have a great sense of achievement.
Pradhan: I’d like to get into marketing.
About ATN’s Travel Agent of the Month The initiative aims to give agents a big pat on the back in recognition of their achievements. It awards agents who that go that extra mile, not just for their organisations, but for their own personal achievements. It could be that you’ve shown initiative and made a big sale; completed a training programme; got promoted; or gone out of your way to achieve excellence in your field. ATN takes nominations from both suppliers and agents. Email gemma.greenwood@itp.com
www.hoteliermiddleeast.com/travel