December 2009 Issue 12 Vol. 4
An ITP Business Publication
GLOBAL TRAVEL TREND WATCH BUSINESS TRAVEL SHOW ON TRACK Exhibitors more upbeat about 2010 event
Find out what’s making travellers tick right now
2009: A YEAR OF UPS AND DOWNS ATN reviews the travel industry’s highs and lows
THE 10 HOTEL OPENINGS IN MENA FOR 2010 THAT YOU SHOULD KNOW ABOUT
NEWS FROM WTM | ITB ASIA REPORT | MYSTERY SHOPPER | W DOHA REVIEW | AGENT OF THE MONTH
Contents News
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03 Regional news Middle East makes it big at World Travel Awards and World Travel Market and Movenpick warns of hotel room over supply in 2010.
08 News analysis ATN reveals some of the key global travel trends put forward in an exclusive Euromonitor International report for WTM.
14 Airlines Emirates Group results; Lufthansa profit slump; and Etihad plans to pack in 10 seats abreast in economy on B777s.
16 Cruise Oasis of the Seas mega-ship finally sets sail; Costa Cruises to name its new ship in Dubai; and cruise passengers flock to UAE.
18 Tools Illusions Online signs up Aussie inbound specialist Lawand Tourism and Rezgateway looks to sign up more Middle East tour operators in 2010.
19 MICE Dubai room rates remain too high despite the recession, deterring both FIT and group business from choosing the destination, says Frederic Bardin.
26 20 Tourism boards Jordan’s overnights increase in 2009 despite the downturn and UAE tourism board set to launch at time of press.
21 Add ons
32 Mystery shopper
Europcar International reports phenomenal inbound growth rates to the Middle East since October and Dollar Thrifty plans agent training regime.
ATN’s mystery shopper asks four Dubai-based agents for two very different holiday packages.
22 Tour operator Globus eyes aggressive growth in the Middle East and Wolgan Valley joins forces with like-minded properties to help tour operators sell Aussie luxury itinerary.
24 Accommodation
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40 Hotel top 10
Skillset
ATN provides a list of top hotels opening in the Middle East in 2010 you should know about.
Agent action
34 What’s new
47 Agent interview
The latest hotel openings, visa news and airline routes you should know about.
Kuwait’s Baz Tours & Cargo commercial manager Asim Shahzad discusses the challenges facing the Kuwaiti travel market.
35 Tried and tested This month Arabian Travel News puts W Doha Hotel & Residences through its paces and finds this funky property livens up the city.
48 Agent of the month Dubai’s Al Tayer Travel’s outbound tours manager Asif Hussain is nominated.
Movenpick explains how its new properties will corner all source markets and new Dubai hotel concept Media One aims to wow with innovations.
25 Luxury news Mandarin Oriental Hyde Park declares 2010 the year of F&B and Oberoi gets its EMEA office up and running.
Special report 26 ITB ASIA ATN freelancer Dominic Ellis reports from the show with Middle East and Asia travel news.
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35 December 2009 – Arabian Travel News
01
Morocco, a place of fun for the entire family.
MOSAIK
Welcome to Morocco, the land of contrasts. Vibrant and enchanting, where shadows meld with sunlight, and sky and sea kiss at the horizon. A land that for centuries has been romanticized by storytellers in their books. Weaving tales about its natural beauty, the warm hearts of its people and the elegance of its architecture. Not to mention its lazy beaches crawling on the Atlantic and Mediterranean seas, its snow-covered peaks, water springs and thick forests, as well as the stunning beauty of its old cities. Come, discover Morocco today. £ä£]Ê Àii Ê/ ÜiÀ]Ê > Þ>ÃÊ-ÌÀiiÌÊUÊ*"Ê ÝÊ\ÊÈ{Ê£ä ]Ê i À>]Ê ÕL> ÊUÊ À>ÌiÃÊ À>LiÃÊ1 ÃÊUÊ/i Ê\Êä{ÓÓ ÓÎ { travel for real
www.visitmorocco.com
REGIONAL NEWS
News
News
Times tough but future bright: EK Haensel says Dubai’s prime global location boosts its prospects PROSPECTS Times have been tough for the Emirates Group and Dubai’s travel trade in 2009, but the prospects for 2010 are encouraging, the senior vice president of the firm’s destination and leisure management division, Hans Haensel, has said. “If things are tough we come out stronger than ever before,” he said. “I think the big advantage we have is our hub and Dubai is going to be better than ever. “People don’t understand how Dubai works. It’s like everything in life — it’s about location, location, location.” Haensel said he would be “lying” if he said the Emirates Group had not been impacted by the recession.
“I think when you look at the inbound traffic the biggest problem was to lose the high-yield business and the
The Business Travel Show Dubai is on track for a 2010 comeback with many key stakeholders already showing interest in participating next year, event director Sally Maltby has said. “We have been talking to various key accounts such as Virgin, BA, Premier Inn, Leading Hotels and Hertz, to name plus a few, plus Emaar Hospitality has signed up and we are talking to them about their involvement in our hosted buyer programme,” she told ATN. The programme is a first for the event, which will
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went away for shorter duraations,” he said. “It was hard d for us because we are about ut the tailor-made approach h and our average package e price has dropped, but simmply because we sold less fiveestar hotels and less suites.” He said holiday package e prices were down 29% year ar on year but stressed that all ll Emirates Group businesses es remained profitable.
The increase in online travel bookings in the UK in 2009 hit 4% versus a 1% decline in the travel retail market, Euromonitor International has revealed. The research firm said this reflected a trend towards lastminute bookings due to ongoing economic uncertainty.
29
%
Haensel: travellers “downgraded” their holidays.
BTS Dubai on track for 2010 EVENTS
MICE and corporate business — a lot of companies have reduced their travel budgets,” he said. From an Emirates Holipoint of view, Haensel days p the tour operator had said th seen consumers be price conscious and “downgrade” consci holiday experience. their h “They spent less on more “Th expensive activities like priexpen safaris and cruises and vate sa
Online boom in 2009
take place at Madinat Arena from October 25-26, and will help secure “the right people”, said Maltby. In addition, the educational programme will be free, “so there is no reason why the show should not be on corporate travel buyers’ calendars”, she added. Maltby also vowed that the show would be more proactive in securing buyers from across the Gulf and not just the UAE. She said exhibitors were “cautiously optimistic” about 2010 and realised the benefits of taking part in a show that exclusively targeted corporate travel buyers in the Middle East.
The year-on-year reduction in Emirates Holidays package prices in 2009.
Mecca boom predicted for 2010 RELIGOUS TOURISM The holy city of Mecca is on track to boom in 2010, Fairmont Hotels & Resorts area director of sales and marketing Middle East Raki Phillips has claimed. He said demand for religious tourism to Mecca had been thwarted in 2009 due to Swine Flu fears. “There were many travel directives from countries such as Egypt, Morocco and Tunisia, for example, warning against [pilgrimage/ religious tourism] travel,” he said. “There were travel restrictions for the over 65s, children and those with medical conditions, so many held off travelling to Mecca.”
This meant there was pent-up demand, which would help fill the several new hotels coming online in Mecca in 2010, he added. They include The Makkah Clock Royal Tower, which will be operated by Fairmont
Fairmont’s The Makkah Clock Royal Tower will open in 2010.
Hotels & Resorts. It will be located in one of the world’s tallest towers (76 stories and 577-metres high) boasting a 40-metre clock that is five times larger than London’s iconic Big Ben and is visible from 17kms away. The property will have 1005 guestrooms and suites, as well as Fairmont Gold, the company’s ‘hotel within a hotel’ concept. “Opening next year is perfect timing,” said Phillips. Raffles Makkah Palace is also due to open next year (April), boasting 211 suites and within three minutes’ walk from the Al Masjid Al Haram, offering residents convenient access to the Grand Mosque.
December 2009 – Arabian Travel News
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REGIONAL NEWS
News
GLOBAL UPDATE
A World Travel Awards triumph Region sweeps the board at glittering ceremony at Grosvenor House
Tax on agent commission? Travel agents in the UK are being warned they could be forced to pay VAT (value added tax) on their commission from January. The warning from the UK accountancy firm Grant Thornton follows an EC decision to clarify whether it is agents or suppliers who are liable for VAT in crossborder transactions.
AWARDS Middle East travel and tourism companies swept the board at last month’s World Travel Awards in London. The region scooped 17 of the 90-plus awards presented at a glittering ceremony at London’s Grosvenor House Hotel on November 8. World’s Leading Airline and World’s Leading First Class were awarded to Etihad Airways paving the way for more Abu Dhabi accolades — World’s Leading Tourist Board went to the Abu Dhabi Tourism Authority; World’s Leading Conference Hotel to Emirates Palace; and World’s Leading Tourism Development Project for Aldar’s Yas Island. Qatar Airways scooped World’s Leading Air-
F1 rate boost for Abu Dhabi RATES Abu Dhabi’s hoteliers were rubbing their hands together during the recent F1 Grand Prix with RevPAR and occupancies shooting through the roof according to STR Global Data. RevPAR growth peaked on Friday October 30, up 97.6% but occupancy and average room rates hit the highest point during the sporting event on Saturday October 31 at 97.5% and US $606 respectively. Alex Kyriakidis, global managing partner of tourism hospitality & leisure at Deloitte, said this was a welcome boost for Abu Dhabi
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hotels, which had seen a softening of performance indicators in the summer although Abu Dhabi still posted the best occupancy (74.2%), average room rates ($279) and RevPAR ($207) in the Middle East, year-toSeptember 2009.
97.5% Hotel occupancy in Abu Dhabi on October 31 during F1 Grand Prix
Arabian Travel News – December 2009
line — Business Class for the second year running, while two Dubai hotels — Le Royal Meridien Beach Resort & Spa, Dubai and The Monarch were recognised for World’s Lead-
ing Beach Resort and World’s Leading Suite respectively. Dnata was recognised as World’s Best Travel Management Company and Qatar’s Regency Travel &
Tours won World’s Leading Travel Agency. Dubai-based solutions provider Illusions Online took the coveted World’s Leading Travel Technology Provider.
MIDDLE EAST AWARD WINNERS World’s Leading Airline: Etihad Airways World’s Leading Airline Business Class: Qatar Airways World’s Leading Airline First Class: Etihad Airways World’s Leading Beach Resort: Le Royal Meridien Beach Resort & Spa, Dubai World’s Leading Conference Hotel: Emirates Palace, Abu Dhabi World’s Leading Emerging Business Destination: Doha, Qatar World’s Leading Hotel: Burj Al Arab, Dubai World’s Leading New Hotel: InterContinental Residence Suites, DFC, Dubai World’s Leading New Resort: Six Senses Hideaway Zighy Bay World’s Leading Private Jet Charter: Royal Jet Group World’s Leading Suite: The Monarch Suite, The Monarch Dubai World’s Leading Tourism Development Project: Yas Island, Aldar World’s Leading Tourism Property Development Firm: IFA Hotels & Resorts World’s Leading Tourist Board: Abu Dhabi Tourism Authority World’s Leading Travel Agency: Regency Travel & Tours, Qatar World’s Leading Travel Management Company: Dnata World’s Leading Travel Technology Provider: Illusions Online, Dubai
Not all lost on America’s Cup bid SPORTS TOURISM There is still a chance the America’s Cup will take place in Ras Al Khaimah next year, management at local hotel group Hamra Hotels & Resorts has claimed. “It’s not over yet — there is an appeal [against the ruling] and the Alinghi team is still in RAK,” member of the board Michael El Nayal told ATN. “Of course, the impact [of possibly losing the race] is still there, but if it goes next year (February 2010), it could come back the year after. A New York judge recently ruled that the 33rd edition of the America’s Cup could not be held in the UAE because yachting rules dictate that
winter races must be held in the southern hemisphere. Despite such legislation, it could still be held north of the equator under a previous ruling neither side objected to holding the race in Valencia, Spain in 2007. The Swiss Alinghi team, which has set up its base in RAK at the Al Hamra Village Resorts, won last year and it therefore has the choice of ocean port. Al Hamra hotels Management director of sales and marketing Jeremy Payne said US objections to RAK came down to yacht type and weather conditions. “With the history of this race there is a lot of gamesmanship — it’s really about
the different type of boat they are racing,” he said. Alinghi was sailing a catamaran, which was built for speed in light wind conditions such as those experienced in RAK as opposed to the US team’s Trimaran, which sailed best in different conditions, he explained.
Alinghi opted for RAK for the race.
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REGIONAL NEWS
News
Dubai hotels face over-supply in 2010 But many opportunities remain to fill these rooms, claims hotel industry stalwart HOTEL SUPPLY Dubai will face an over supply of hotel rooms in 2010, experienced hotelier Guy Epsom has claimed. Epsom, who left Hilton earlier this year to join Movenpick Hotels & Resorts as business development director for four of the firm’s upcoming Dubai properties, said market conditions in 2009 were such that hoteliers would still be suffering the effects in 2010 and that the additional 7000 rooms across 18 hotels that were set to open in Dubai next year would only
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Over-supply problem can be solved.
add to the problem. However, there was hope on the horizon, he added, as there were plenty of business opportunities to exploit.
“In 2009 there has been a correction due to the economic downturn forcing people to alter rate strategies to keep pace with the market,” he said. “The situation is that you haven’t had the bounce back in the market [required to help fill rooms in the new hotels], although confidence is coming back worldwide.” However, his message was that if there is an over supply of rooms in 2010, “the market can deal with it”. Epsom noted that on the plus side there were many new air routes opening up
that would generate new or bigger source markets. “Low-cost airlines also need to be exploited,” he said. Epsom also cited many additional sources of business,
7000 The number of extra rooms to flood the Dubai hotel market in 2010.
from sports events to cruise and medical tourism. “As construction increases, the market becomes more liquid, plus the hotel stock in Abu Dhabi is not yet high enough [so we can help fill that gap],” he added. Movenpick will open four properties in 2010 and Epsom stressed that thegroup’s sales teams needed to be “organised, strategic and aggressive”. “We need to work on carefully thought-out price strategies, exploit new markets and air routes and develop business online,” he said.
December 2009 – Arabian Travel News
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REGIONAL NEWS
News
Middle East comes out in force at WTM Region’s travel trade has plenty to promote at show’s 30th edition at London’s ExCeL EVENT The Middle East travel trade was out in force at last month’s World Travel Market (WTM) at ExCeL, London (November 9-12) with few absentees and plenty of news to shout about. There were no surprises in the biggest stand stakes — with Abu Dhabi, Dubai and the Emirates Group dominating the floor space as usual. Abu Dhabi announced it will host a new major international confex — World Green Tourism Congress (WGTC) — in 2010. Set to take place from December 6-8, the event is being organized by the UAE’s Streamline Marketing Group (SMG) with Abu Dhabi Tourism Authority (ADTA). “This congress reflects the core values of the Abu Dhabi government’s 2010 plan, which clearly identifies tourism as a key economic diversification driver and environ-
mental sustainability as an underlying fundamental of all we do,” said ADTA product development director Dayne Lim, speaking at WTM. Over at the Dubai stand, Dubai Department of Tourism and Commerce Marketing (DTCM) took the opportunity to unveil its new “look and feel” — Definitely Dubai — to the UK market. News from Dubai participants focused on new hotel openings in 2010 including two Palm Jumeirah properties — one from Movenpick (Royal Amwaj) and the other from One&Only — three new properties by Address Hotels + Resorts (The Address Dubai Marina, The Address Dubai Mall and The Address Montgomerie Dubai; and the Rose Rayhaan hotel, which will be the world’s tallest hotel tower. Sofitel was also promoting its Jumeirah Beach Residence property. The French company, part of Accor, will also
The Middle East had a strong presence at this year’s World Travel Market.
open in Bahrain next year and has two more planned for Dubai by 2012. “Dubai dares to implement projects that others think unthinkable and we have an ambition that others envy. 2010 is set to be another groundbreaking year for Dubai with many new hotels including Movenpick’s Royal Amwaj on The Palm Jumeirah, Armani and Palazzo Versace,” said DTCM director
77 The number of participants on the Dubai stand at WTM.
for UK and Ireland Ian Scott. “In addition, the opening of Burj Dubai and the second line of Dubai Metro are all scheduled to take place over the coming months. All this combines to keep Dubai on track to welcoming 15 million annual visitors by 2015.” Meanwhile, Emirates Hotels & Resorts was plugging its new sanctuary in Australia’s Blue Mountains — Wolgan Valley — and Ras Al Khaimah’s Hamra Hotels & Resorts was promoting two new upcoming properties for the emirate; the four-star Arcadia Hotel and the fivestar deluxe Palace. Car rental firms Europcar and Dollar Thrifty were both upbeat about their inbound and outbound performance in the Middle East market, both reporting growth (page 21) while the Jordan Tourist Board said 2009 overnights had performed much better than expected (page 20).
New tourism marketing summit destinations confirmed EVENT The inaugural Middle East Tourism Marketing Summit (METMS) proved so successful that the destinations and venues for event’s next two installments have already been planned. Rixos property Ottoman Palace on The Palm, Jumeirah, has been announced as the 2010 venue while Beirut, Lebanon has stepped forward as the host destination for 2011. Tourism Marketing Summit appeal has grown to
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international status, with Lebanon choosing to come forward with support for the event, and request to host the Middle East Tourism Marketing Summit (METMS) in Beirut in 2011. Around 200 local and international high-profile delegates attended the first ever METMS on November 5 at Dubai’s Shangri-La Hotel where speakers included United Nations World Tourism Organisation (UNWTO) assistant secretary general Geoffrey Lipman who addressed the issue of eco-
Arabian Travel News – December 2009
Nicki Page said the summit was “unique in so many ways”.
tourism and its relevance to marketing in the region to keynote speaker Daniel Levine, an international author and ‘trend hunter’ who revealed the motivating force behind travellers’ leisure and lifestyle decisions and provided straightforward strategies for the Middle East tourism industry to continue to thrive. Summit director Nicki Page of Fusion Marketing said METMS said delegate feedback revealed “an exceptional level of satisfaction” and the summit there-
fore looked set to become an annual event. “The summit is unique in so many ways - it is a first of its kind for this region and was borne out of the insight that if we are to continue to succeed and move forward with purpose, we need to dare to be different,” said Page. “Quite simply, we need to start doing things differently to make the change required to set a new standard, deal with the challenges of a recovering economy and continue to set this region apart from the rest of the world.”
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REGIONAL NEWS
Travel trends XXXXXXXXXXXXX
TRAVEL TREND
OVERVIEW
2009 Business intelligence firm Euromonitor International reveals the emerging global travel trends you should know about in its World Travel Market trends report for 2009
AN ECONOMIC OVERVIEW The unprecedented scale of the global financial crisis has taken its toll on the travel and tourism industry in 2009. With the global economy in decline for the first time in more than 60 years, falling expenditure, lack of credit and rising unemployment have caused a slump in confidence and demand for businesses and consumers alike.
8
-
%
The decline in global arrivals for 2009. Source: UNWTO
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Arabian Travel News – December 2009
This has exerted a magnified effect on travel industry performance, with forecasts far worse than anticipated. Global arrivals are expected to decline by -8%, hotels by -16% and air sales by -14%, going from boom to bust. Consumers have responded to the recession by shunning luxury and trading down although the ‘lipstick effect’ of clinging to life’s small luxuries has been apparent with spas and golf tourism continuing to be popular throughout 2009. Euromonitor says a new era of austerity has emerged in the face of unemployment and mass public debt.
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REGIONAL NEWS
-16% The decline in RevPAR for Africa/Middle East hotels year-to-date August 2009. Source: STR Global
TREND 1 FUNEMPLOYMENT Euromonitor notes that in North America where unemployment rates are hitting historic highs, a percentage of this jobless population are embracing their situation by becoming ‘funemployed’. Once cash rich and time poor, the funememployed are now cash poor and time rich, making travelling an enticing option. Tempted d by unprecedented travel deals, this segment has a ‘now or never’ attitude towards travelling.. More than half of those unemployed d in North America are under the age of 35, mainly inly single, without children or a mortgage making it easy to embark on a travel adventure. Some companies in the US are enlarging ging the funemployed pool by offering unpaid d or even paid sabbaticals. The travel industry’s response has been n to target the funemployed, with some offering ring significant discounts on travel as long as they hey provide proof of job loss. US travel firm Intrepid Travel offers the ‘Laid Off? Take Off!’ promotion giving the unemployed a 15% discount on holiday packackages up to December 31, 2009. “This ‘Laid Off? Take Off!’ promotion is bittersweet, but people are able to travel to gain perspective, experience different culltures and focus on their job search upon on their return,” explains Intrepid Travel presiesident Tiffany Richards. Euromonitor says countries like Colomombia, Peru and Ecuador are likely to benefi efit from funemployed travellers seeking out new experiences on a tight budget. It notes that they also serve as a target for extended trips, world cruises and long-haul haul airline tickets and says that marketing to the funemployed in the off-season may be a means of increasing occupancy rates all year round.
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This ‘Laid Off? Take Off!’ promotion is bittersweet, but people are able to travel to gain perspective ”
The ‘funemployed’ are making the best of their unemployment by travelling.
TREND 2 Pop-up hotels are taking the UK by storm.
POP-UP HOTELS The global economic crisis, triggered by financial and housing market problems, has badly affected the UK with its economy predicted to contract by just over 4% in 2009. The credit crunch has decimated conc sumer confidence and expenditure is falling, marking a shift towards more competitively-priced hotels. Pop-up hotels competit create an opportunity for travel accommodaop tion providers provide to offer affordable, high-quality yet unique hotel experiences. h These temporary hotels are based upon te pre-built u units, incorporated into a steel frame that ccan be easily demolished. They are also portable, portab which transforms them into an ideal choice for festivals, sports and outdoor events, addressing demand in peak seasons. Pop-up hotels are expected to be particularly popular with generation Y and Z, baby boomers, younger consumer groups and environmentalists. Pioneers of pop-ups include Tim Pyne, creative director of M-house and M-hotel (www.m-hotel.org) — a concept whereby the hotel structure comprises individual units included in a steel construction. The first unit is expected to be based in Hoxton, London, and due to open in late 2009. “The design permits for those structures to be easily dismantled, moved and relocated around the world,” says Pyne. Travelodge (www.travelodge.co.uk) has also latched onto the modular trend with the launch of a hotel in Uxbridge, west London, in August 2008, built from steel containers constructed and fitted in Shenzen, China. Travelodge plans to build nearly 40 hotels per year by 2020, of which half are expected to be modular. Prices will be £29 or less per room per night.
December 2009 – Arabian Travel News
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REGIONAL NEWS
Travel trends
TREND 3 CONCIERGE TRAVEL SERVICES Concierge travel services in Europe are currently targeted exclusively at wealthy travellers who have very little time to organise their holidays but want to make the most of them. A number of travel retailers and specialist concierge companies offer these affluent consumers a value-added service by organising holidays customised to their personal tastes. But according to Euromonitor, this personalised concierge service is on the verge of going mainstream and offers the travel industry the means to boost customer satisfaction and loyalty, as well as its margins. Euromonitor says demand for personalised
- 40%
The decline in business travel revenues in July 2009 on 2008. Source: IATA
Concierge travel services for the masses are on the rise.
TREND 4 services is growing amongst mass tourists as they are increasingly used to finding a vast choice of travel and tourism products on the internet and need guidance on how to build a trip based on their needs and preferences. “Moreover, European travel demand goes beyond sun and sea holidays or city tours to encompass rewarding and authentic experiences giving rise to experiential travel,” adds the report. “Technology enables travel players to provide personalised concierge services to mass tourists at affordable supply costs through easier and faster communication with their travel correspondents based worldwide, service providers and the final customer.” The expansion of concierge travel services to mass travellers is already taking place in the UK where Virgin Holidays is targeting the mass market with its Virgin Holidays Concierge service. Concierge travel services are offered free of charge to all Virgin Holidays customers, including those buying budget holidays, setting a precedent in the industry. Virgin Holidays personal concierges, based in holiday destinations, contact all customers who are interested in this service by phone prior to their trip. They provide impartial travel advice and help travellers create a tailor-made holiday including the reservation of tours, events and extras such as meals.
European travel demand goes beyond sun and sea holidays or city tours to encompass rewarding and authentic experiences giving rise to experiential travel ”
FEMALE-ONLY ACCOMMODATION Female-only accommodation offers growth opportunities in the Middle East for demographic, religious and cultural reasons. The region is dominated by an increasingly large youth population boasting growing numbers of young women who have developed an interest in traveling. In Saudi Arabia it is still considered risky for women to travel alone and this was the motivation behind the opening of the Luthan Hotel & Spa, the first female-only hotel in Saudi Arabia. Female-only lodging also makes travel possible without a mandatory male escort and Egypt, Iran and Saudi Arabia represent key target markets for female-only concepts, where women accounted for almost half of the total population in 2008. But this type of accommodation is not only relevant to Muslim and Arab women — women from other religions and cultures are also likely to feel more comfortable staying at women-only hotels. Luthan Hotel & Spa, for example, is popular with non-Saudi Arabian business women. “Worldwide, women are seeking the additional privacy in public spaces from the beaches of Italy to trains in Brazil to taxis in Bombay,” says the hotel’s executive director Lorraine Couthino. “Depending on the quantum of female traffic to a particular city, hoteliers may consider floors or alternatively properties dedicated to women only.” Hotel operators already embracing this trend include Jumeirah Emirates Towers, Dubai, which offers the female-only Chopard Floor with female, staff and rooms equipped to welcome women with a variety of cosmetics and other products including yoga mats.
Female-only accommodation appeals to a wide range of women travellers.
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Arabian Travel News – December 2009
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REGIONAL NEWS
Travel trends
TREND 5 THE OBAMA EFFECT President Obama’s recent visit to Ghana put Africa in the tourism spotlight, opening up the potential for an African tourism revival amongst Africans living abroad and returning to reconnect with their roots. Africa’s roots tourism is still relatively unknown to many core markets and it can provide a huge boost to economic prosperity in the region and local communities, not only through direct revenues from tourism, but also long-term investment. The popularity of DNA testing to identify areas of ancestral origin has helped the increase in travel among African Americans to Africa, spurred on by celebrities such as Oprah Winfrey using technology to trace their roots. There are now more than 2000 genealogy companies in the US and more than 35,000 DNA tests have been performed since 2002 by African Americans. Cultural and heritage tourism is therefore
becoming increasingly popular in Africa. To meet this demand, a great number of heritage attractions connected with the Transatlantic Slave Trade are present in West African countries such as Ghana, Gambia and Senegal. Moreover, the election of a US President with a Kenyan heritage has resulted in a surge of popularity for Kenya as a destination.
TREND 6 GOLF TOURISM Asians are crazy about golf and the recession has done little to curb their enthusiasm, according to Euromonitor. Asian markets are therefore looking for ways to attract golfers who tend to be highvalue consumers with higher than average spending habits. Golf tourism and related property development in Southeast Asia have enjoyed government support, identified as an engine for revenue growth especially in countries with underdeveloped tourism infrastructure such as Cambodia, Laos and Vietnam. Current leaders are Malaysia and Thailand,
US $800 million The value of golf tourism in n Thailand in 2009 Euromonitor International
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42 million
President Obama’s recent visit to Ghana put Africa in the tourism spotlight.
The number of international tourists who will visit Africa by the end of 2010. Euromonitor International
where the sport is usually bundled with resort, adventure and eco-tourism. To lure ever more golfers from Japan, South Korea, Singapore and China, a number of packages, incentives and marketing campaigns have been created through cross-industry cooperation. Firefly, a Malaysian lowcost carrier, launched a new golf membership card in collaboration with Advantage Golfing
Consumers are unwilling to forgo life’s small luxuries in times of hardship ”
The Asian golf market has proven recession proof.
Solution (AGS), offering unlimited rounds at discounted rates in golf resorts on its network. In Thailand, golf tourism was worth approximately US $800 million in 2009, with 260 golf courses growing at 10% per annum. The golf segment is therefore in much better shape than the country’s struggling tourism industry, with arrivals contracting by 15% in Q1 2009. In Japan there are approximately 2500 golf courses and an estimated 1 in 10 Japanese play the game regularly. During the current recession the sport has seen a revival due to the emergence of younger golf stars, while golf is also considered an ideal sport by older Japanese women as it is low impact. Golf clubs attract women with ladies-only packages and many offer ladies-only courses and free golf clinics for women. Demand for golf has also rocketed in China where rapid economic growth has created an elite class. The majority of China’s golf courses are luxury resorts as the sport is marketed as a luxury pursuit. “The growing popularity of golf tourism in spite of the global financial crisis shows that the ‘Lipstick Effect’ is also happening in the travel and tourism industry whereby consumers are unwilling to forgo life’s small luxuries in times of hardship,” says Euromonitor International global travel and tourism manager Caroline Bremner.
December 2009 – Arabian Travel News
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REGIONAL NEWS
Travel trends
TREND 7 LATIN AMERICA RE-BRANDS While luxury travel suffers globally due to the economic crisis, travel industry players in Latin America are investing in luxury infrastructure to appeal to local and international travellers during and after the economic crisis. The region hopes to attract high-spending visitors who despite accounting for only 3% of travellers, spend eight times more than the average visitor. Often perceived as a low-cost destination with limited high-end infrastructure, Latin America is preparing to steal share from North America, Europe and Asia Pacific in the luxury tourism segment, says Euromonitor. EMBRATUR and the Brazilian Luxury Travel Association (BLTA) signed a cooperation agreement to promote Brazilian luxury tourism destinations in the US, Italy, France, Portugal, Germany, Argentina and the UK. EMBRATUR hopes to attract more visitors that spend US $20,000 per trip compared to the average $2500 spend.
labour are low in South America requiring less investment for setting up new businesses. “The luxury boom is already happening and the result will be noticed in about five years from now when the region will be booming,” he says.
Latin American luxury Latin America is looking to offer unique experiences.
The Comisión de Promoción del Perú para la Exportación y Turismo (PromPeru) is also actively pursuing luxury travellers with promotional offers focusing on the exoticism of the region and exclusive services such as luxury Amazon cruises and travelling from Cuzco to Machu Picchu in a luxury train. Brazilian Luxury Tourism Association (BLTA) president Nicolas Klenner Peluffo notes that the cost of construction, land and
• Four Seasons will open three hotels in Brazil by 2012. • Five Brazilian luxury hotels topped the Condé Nast luxury hotels list for Latin America. • AMResorts opened two Secrets Resort & Spas in the Mayan Riveria in 2008, offering “unlimitedluxury exclusively for adults”. • Argentina is set to open five new five-star hotels in the next two years.
KEY TRENDS The UK: pop-up hotels
Europe: concierge travel services
Asia: golf tourism tees off
North America: ‘Funemployment’
Latin America: luxury re-brand
About Euromonitor International Euromonitor International provides market intelligence on industries, countries and consumers globally. Each year the firm prepares a global trends report exclusively for World Travel Market (WTM).
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Arabian Travel News – December 2009
Middle East: female-only accommodation Africa: The Obama Effect
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REGIONAL NEWS
Airlines News
Emirates’ half-year revenue declines But the group’s net profit improves by 165% on 2008 figures to hit AED 752 million RESULTS Emirates Airline has reported total revenues of AED 19.8 billion (US $5.4 billion), for the first-half of its financial year 2009/10. The figure was 13.5% lower than the AED 22.9 billion ($6.2 billion) recorded last year, largely reflecting lower passenger and cargo yields. The revenue loss was softened by total expenditure being cut by 15.8% at AED 19 billion ($5.2 billion), compared to last year, through cost containment measures and lower jet fuel prices, the airline said. The carrier’s net profit, however, jumped 165%, at AED 752 million ($205 million), during its current finan-
Sheikh Ahmed said the global meltdown had tested the airline’s mettle.
Travelport GDS in BA deal DISTRIBUTION Travelport GDS claims it is the first GDS provider to reach a new long-term global full-content agreement with British Airways. The new agreement means all of BA’s published fares and inventory are now available to Galileo and Worldspan agents worldwide until April 2013. “We have worked hard
with Travelport to come to an agreement that will both reduce our distribution costs and ensure that agents continue to have access to our full published content,” explained BA head of selling and distribution John Mornement. Travelport and BA said they would work together to provide agents with the ability to book extras such as seating through the GDS.
Travelport’s BA deal lasts until 2013.
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Arabian Travel News – December 2009
cial year ending September 30, 2009, compared to AED 284 million (($77 million) for the same per period in 2008. During this period, Emirates Airline carried Emirate more tthan 13 million passengers on board passe its aircraft. airc Capacity measured Cap in Avai Available Seat Kilometers ((ASK) increased 22%, while pas22 senger traffic carried measured in Revenue Passenger Kilometers (RPK)improved by 21% compared to the previous period. The passenger
seat factor dropped 1.2% to 77.5%. Between March and September 2009, Emirates Airline added eight new aircraft to its fleet, launched two new destinations and upped route frequencies. “The months since the global meltdown have really tested our mettle,” said Emirates Airline chairman and chief executive HH Sheikh Ahmed bin Saeed Al-Mak-
toum, commenting on the results. “[However], unlike others in the industry, Emirates did not cut back on its product, service or people. “Instead we invested in these areas and looked to our people to develop ever more innovative ways to manage costs, improve efficiencies, reallocate resources and drive alternative strategies for the business.”
Emirates expands in Asia From December 2009, Emirates Airline will add the following: • A fourth daily service to Bangkok (December 2) • A third daily service to Sydney (December 2) • Two additional flights to Manila (date TBC) • One additional service to Jakarta (December 6)
THAI ups the ante for Dubai route NEW PRODUCT THAI Airways will introduce a First Class service from Dubai to Bangkok for the first time on December 1. The airline’s Airbus 340600, which departs Dubai daily at 22:50, arriving 08:05 the next day, is now kitted out with eight First Class seats, as well as extra seats in Business Class (60). THAI general manager UAE and Middle East Manan Boonyachai said there was a “high purchasing power” for premium class travel in the Middle East and that there had “always been high demand” for the airline’s Business Class service. The First Class cabin offers eight electronically con-
trolled sleeper seats, each reclining to 180 degrees, with a pitch of 76 inches, complete with lumbar support and massage, leg and foot rest and personal stowage bin and almost seven feet of space, plus individual video monitor and telephone, video-on-demand and a laptop power outlet. The First Class Cabin also offers one on-board wheelchair and handicapped accessible lavatory. Services offered include complimentary limo transfers within the UAE when the ticket issued in the UAE; a dedicated First Class check-in counter in Dubai and Bangkok; and complimentary Royal First Class Lounge access at Suvar-
nabhumi Airport, Bangkok, which boasts the Royal Orchid Spa. The new Business Class Cabin will feature 60 seats with a recline of 170 degrees and pitch of 60 inches.
8
The number of First Class seats on THAI’s A340-600 Source: THAI Airways
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Etihad Airways to Direct flights to Scandinavia pack in the seats Airline apply 10-across strategy to B777s PRODUCT Etihad Airways is to reconfigure its economy-class product on its fleet of Boeing 777s in a bid to fit in more seats. The carrier plans to install 10-across seating according to Flight International reporting from last month’s Dubai air show. No details are yet available as to when the conversion from nine to 10-abreast seating will take place but it is being undertaken by local firm Abu Dhabi Aircraft Technologies. The alterations will also include new seating and an upgrade of the inflight entertainment system. Most
major carriers adopt a nine-across layout on their B777s because passengers complain that the 10-across configuration is too cramped. However, Air France and KLM have also started installing 10-across configurations in economy. Etihad’s B777s mainly serve Asian destinations like Bangkok, Manila and Jakarta. The carrier has also announced plans to extend the fitting of its first class suites to all of its A340s. The suites are currently offered on just a few of Etihad’s flagship A340-600s, which operate out of Abu Dhabi to Europe and Australia.
Etihad is to apply a 10-across seating strategy in the economy cabins of its Boeing 777s.
Lufthansa’s profits plummet RESULTS Deutsche Lufthansa AG has posted an operating profit of 226 million euros (US $334 million) for the first nine months of 2009, a drop of 728 million euros ($1 billion) on the previous year. Following recent mergers, the figure also included the results of Austrian Airlines and bmi, which contributed a total of 28 million euros ($41 million). Lufthansa attributed the decline to weaker demand as a result of the economic crisis and the disproportionate decline of average yields in the passenger business segment. Revenue-wise the airline generated 16.2 billion euros ($24 billion), 13.2% less than the year before while traf-
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fic revenue fell 16.3% to 12.6 billion euros ($19 billion). This was mainly due to the decline in passenger and freight figures, as well as lower average yields per passenger. During the last 18 months, Lufthansa has spent 1.4 billion euros ($2 billion) on expanding and modernising its fleet. Airline acquisitions, particularly Austrian and bmi, accounted for 56 million ($83 million).
142€
from
one way incl. taxes
Book on www.norwegian.com
Subject to availabilty, conditions apply
Lufthansa’s operating profit for the first nine months of 2009
December 2009 – Arabian Travel News
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Cruise The world’s largest cruise ship sets sail Oasis of the Seas takes to the high seas on inaugural voyage from Fort Lauderdale Center, Entertainment Place and Youth Zone. Other concepts debuted on board this super ship include a neighbourhood concept — seven themed areas provid-
NEW SHIP It’s been nearly six years in the making but Royal Caribbean International has finally seen its giant baby set sail for the first time. The cruise operator, which took delivery of its mega ship Oasis of the Seas — the largest ship in the world — on October 28, arrived at its home port Fort Lauderdale on November 11 and is now preparing for its maiden voyage on December 5. Oasis of the Seas has been described as“an architectural marvel at sea”, spanning 16
5400 The Oasis of the Seas is the largest cruise ship in the world.
decks, carrying 5400 guests at double occupancy in 2700 staterooms and showcasing the cruise line’s new neighborhood concept of seven
RCCL profit slide for Q3 RESULTS Royal Caribbean Cruises Ltd had reported a decline in third-quarter profit to US $230 million compared to $411.9 million one year ago. Revenues fell 14.5% to $1.76 billion, while total expenses were cut by 9% to $1.46 billion, resulting in operating profit of $306.8 million for the July-September quarter, versus $461.9 million last year. Available passenger cruise days (APCD) increased by 3.1% to 7.16 million, but actual passenger cruise days were up just 0.8% at 7.55 million, reduc-
ing occupancy to 105.4% from 107.8% in Q3. Passenger numbers declined 2.4% to 1.05 million. “Like many other travel companies, we saw more strength than we expected during our peak season but have been experiencing more pricing pressure on some of our traditionally softer fall season sailings,” explained the cruise firm’s chairman and chief executive, Richard Fain. “We expect the yield deficit to continue to improve in the fourth quarter and we remain optimistic that 2010 will bring year-over-year yield improvement.”
US $230 million Royal Caribbean Cruises Ltd’s profit for Q3, 2009.
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Arabian Travel News – December 2009
distinct themed areas, which include Central Park, Boardwalk, the Royal Promenade, the Pool and Sports Zone, Vitality at Sea Spa and Fitness
The number of guests the Oasis of the Seas can carry at double occupancy.
ing guests with the first park at sea, a thrilling zip line that races diagonally nine-decks above an open-air atrium, an original handcrafted carousel, 28 multi-level urban-style loft suites boasting floor-toceiling windows, an aquatic amphitheatre — called the AquaTheater — that serves as a pool by day and a dazzling ocean-front theatre by night; and an array of “epicurean innovations”. For more information call +971 4 331 4299 or visit www. OasisoftheSeas.com or www. royalcaribbean-arabia.com
Costa to name new ship in Dubai SHIP NAMING Italian cruise firm Costa Cruises has announced that it will name its new ‘top-ofthe-range’ ship in Dubai on February 23. Costa Deliziosa, the 15th ship in Costa’s fleet, will be the first ever cruise ship to be named in an Arabian city. The naming ceremony will take place during the ship’s Grand Inaugural cruise, departing from Savona on
2826 The number of guests the new Costa Deliziosa will carry.
February 5 and calling at Dubai from February 23-26. The Costa Deliziosa, which will carry 2826 guests and hailed the most exclusive and innovative ship in the firm’s fleet according to Costa, is currently being fitted out at Fincantieri’s Marghera (Venice) shipyard and will be delivered on January 29 together with her sister ship, Costa Luminosa. Both ships will be deployed in Dubai during this winter cruise season offering seven-day cruises in the Arabian Gulf. This winter these ships, as well as Costa Europa, are expected to bring 140,000 passenger movements to Dubai making a total of 32 calls. The estimated economic impact will be about 14 million euros derived from Costa guests’ direct spending, their shore excursions, transfers, cruise oper-
ation expenditures and general expenditures (F&B). Most of Costa Cruises’ guests will come from Europe, primarily Italy, Germany, UK and France.
COSTA DELIZIOSA HIGHLIGHTS: • A 4D cinema • Roller skating track • The latest golf simulator with real putting green • Grand Prix driv ing simulator • The 3500m² Samsara Spa • PlayStation World • ‘PlayStation on demand’ cabin service.
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November cruise booster for Dubai More than 5000 cruise tourists stepped foot in the emirate in just one week last month CRUISE TOURISM Three cruise ships with 5076 tourists docked in Dubai in the first week of November, giving a big boost to fastgrowing cruise tourism at the start of the winter cruising season. Tahitian Princess, operated by Princess Cruises, arrived with 1151 passengers and crew members from Muscat and left for the Indian port city of Mumbai after a day’s stay on November 3. On the same day, OceanVillage Two docked at the cruise terminal with 2236 passengers and crew members for a two-day tour. Operated by P&O Cruises, the vessel had mainly British and Irish tourists on board when it arrived from
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DTCM staff are on hand to assist tourists.
Muscat and then left for the south Indian city of Cochin. Legend of the Seas, operated by Royal Caribbean International, arrived in Dubai on November 4 with 1689 passengers and crew members
from Egypt’s Safaga port and left for Mumbai, India, after a day’s stay. The Dubai Department of Tourism and Commerce Marketing (DTCM), which operates Dubai CruiseTerminal at the Port Rashid complex, organised welcome ceremonies for the three cruise ships with a traditional local band in attendance. It also organised a falcon show and erected information counters inside the terminal. In 2008, Dubai hosted more than 182,000 cruise tourists. This year, it is expected to host 250,000 tourists from 100 cruise stops. Next year120 ships with more than 325,000 passengers are anticipated after the new Dubai Cruise Terminal becomes operational in January.
The new terminal 3450m² terminal will have the capacity to handle four ships simultaneously. Facilities will include a money exchange, ATM machine, post office, duty free, souvenir shops and a business centre.
5076 The number of cruise tourists that visited Dubai during the first week of November. Source: DTCM
December 2009 – Arabian Travel News
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REGIONAL NEWS
Tools MIME NEWS
Illusions bags Lawand Tourism account Dubai-based solutions firm creates unique identity for Aussie inbound specialist DEAL Illusions Online has signed a deal with Australian inbound tour operator Lawand Tourism, which will see the Dubaibased technology specialist provide the travel firm with a complete seamless frontand back-office system. The booking engine Illusions has created for Lawand, an operator that has its own permanent regional marketing and support office in Dubai and a marketing liaison office in Riyadh, has its own “unique identity” according to Illusions Online CEO Faisal Memon. “There are so many DMCs
using Illusions that we need to make sure that each solution we provide is different,” he explained. “What we have done is create a unique identity [for Lawand] in terms of the colours, the themes and the brand. We have done something similar for [UAE DMC) SNTTA.” Memon continued: “We are taking the systems of these operators to the next level with XML.” He explained that this involved seamlessly linking
Travelport’s Egyptian flurry TRAINING Representatives from agencies across the Middle East flocked to Sharm El-Sheikh last month for a major customer gathering hosted by GDS provider Travelport. More than 100 travel trade executives from Egypt, the UAE and Saudi Arabia attended the exclusive three-day event, which provided an opportunity for the G D S
provider’s senior executives in the Middle East to share the company’s vision and upcoming plans with the region’s top Galileo and Worldspan subscribers. Travelport is also celebrating another Egyptian triumph after signing a multi-year Galileo contract with Egypt’s largest travel agency and tour operator, Misr Travel. The 68-year-old agency is one of the country’s most respected.
Egypt’s Misr Travel has signed a multyear Galileo contract.
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Arabian Travel News – December 2009
Memon: we have created a unique identity for Lawand.
DMCs to their clients so that all booking systems were in sync through interfacing. Lawand Tourism’s solution, he added, also included crucial elements such as product management and pricing, in addition to the booking tools. “They have also gone for B2C, as well as B2B solutions,” Memon said. The roll out of the Illusions system will be completed in phases, starting with the back office system to include product loading that is based in Bangalore, India. Once up-and-running, it will be pitched to individual agents within the Gulf who
wish to interface their booking systems with Lawand. In other Illusions news, the firm won the coveted World’s Leading Travel Technology Provider accolade at the World Travel Awards in London on November 8 (page 4). Memon said he wasn’t surprised to win the award, which is usually given to one of the four GDS providers. “The GDS aren’t doing anything new at the moment and there is no one else,” he said. The firm has also revealed that Al Rais Travel has finally gone live with its gta interface so all of the wholesaler’s inventory is now available to Al Rais travel consultants.
Rezgateway looks for operators EXPANSION Travel industry software provider Rezgateway will more aggressively pursue Middle East business in 2010, the firm’s vice president of marketing and sales, Girma Woseenseged has told ATN. Having nearly completed its project with Alshamel International, providing a complete end-to-end reservation system for the travel company, Rezgateway is now looking to forge deals n with more major players w across the region. ac “We want to work with more tour operators in the m Middle East and our plan for next year is to try to educate them about what we can offer,” explained Wossenseged to ATN. “We say to them, ‘give us the back office so then
you can worry about your marketing plans’.” The Rezgateway systems essentially provide a platform to create, book, manage, integrate and distribute travel inventory. Wossenseged said the onus was on the firm to perform because it was paid by clients based on their transactions using the system. “So if the tour operators suffer we suffer with them,” he said. He noted that in the past year, Rezgateway had researched the market as to what solutions were required and that the firm was now more than ready to provide customised applications unique to the region and to individual customers. The company has also just launched the latest version (version four) of its software.
About Rezgateway Rezgateway is a onevendor solution for all technological needs of: • Tour operators and travel distributors • Receptors • DMCs • Airline operators • Event planners Solutions include: • Reservation systems • Back office systems • GDS, third party and direct supplier con nectivity for travel inventory • Systems integration to in-house and third-party systems • Inventory distribution via XML/web service
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MICE NEWS MIME
Dubai still uncompetitive, says Bardin High room rates and hotel pricing tactics deter FIT and group business from the emirate ROOM RATES Dubai hotel room rates remain too high despite the recession deterring both FIT and group business from choosing the destination. The reason, according to Arabian Adventures and Congress Solutions International (CSI) senior vice president Frederic Bardin, who claims Dubai is “still expensive compared to the rest of the world”, is that greedy hoteliers in the emirate refuse to get “realistic”. “Even though RevPARs and occupancies dropped
this year, we still have some of the highest rates in the world — these hotels are still living in Utopia,” Bardin told ATN. “Rates are even high in the summer, but June and July are always going to be slow and it’s going to be like that for the next 350 years — so give us lower rates.” He said cutting rates at the last minute to fill rooms was no solution and actually stopped tour operators from working with this market. “There are tour operators saying they don’t have the time to deal with this — they are turning their back
on Dubai because they don’t have time to re-price [these last-minute discount rates] with their mark-up,” he said. However, he conceded there was now more availability in the market and that group booking terms and conditions had improved. “Hotels have improved penalties and if you make volume bookings you do get better rates,” he added. Bardin also noted that hoteliers had “made progress” with room rates during the recession and that the new supply of hotel rooms coming online in 2010 would
help because it meant “occupancies won’t go back to historical levels”. But the situation had its own perils, Bardin continued: “We don’t want hotels to get cold feet and stop building — we are supposed to have 18,000 more rooms by 2011 and we need them.” He cited Emirates adding more routes, new airlines flying to Dubai and CSI securing the 21st World Diabetes Congress in 2011 as reasons to be optimistic about Dubai’s future.
Bardin: Dubai room rates still too high.
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December 2009 – Arabian Travel News
19
NEWS XXXXXXXX
Tourism Boards Jordan shrugs off economic downturn Overnights to the country increase in 2009 despite challenging financial climate RESULTS Jordan has reported a positive increase in overnight stays for 2009 despite the global economic downturn working against its favour. “Overnights increased 1.5% from January to September compared to the same period in 2008,” said Jordan Tourism Board (JTB) managing director Nayef Al Fayez. “All WTO indications showed there would be a drop so for us to see an increase is a very good sign and a good test for the product (Jordan) itself,” he said. “It proves we have the right
product and a diverse product at that.” Al Fayez said looking ahead to 2010, the JTB would continue to grow its source market base and look to alternative or emerging markets such as Scandinavia, India and South America. “We will also continue to concentrate on the Arab market,” he said. “It makes sense because it accounts for more than 50% of our overnight arrivals.” He said there had been growth from the GCC market for several reasons. Firstly, Arab Nationals opted to holiday closer to home this sum-
Iraq looks to UK for visitors EMERGING MARKET The Tourism Board of Iraq visited last month’s World Travel Market (WTM) in a bid to promote its “emerging tourism product”. The delegation attending the show said Iraq’s cultural heritage, which includes the ancient cities of Babylon and Ur, would appeal to the Brits, as well as Baghdad, which for centuries was the intellectual capital of the Islamic world. “Tourism is in its infancy [in Iraq] after the problems
of recent years, but the sites are worth seeing and this really is where civilisation began,” said Geoff Hann, managing director of travel firm Hinterland Travel, who has helped pioneer the return of tourism to Iraq. “The mood in Iraq was upbeat, vibrant and improving daily. The security situation ensured that we could see almost all of the important sites, but for the foreseeable future all visitors should pack some patience and flexibility,” Hann commented. Iraq believes the Brits are interested in the country’s rich cultural heritage.
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Arabian Travel News – December 2009
Sunrise over the Dead Sea — one of Jordan’s many tourism assets.
SOME OF JORDAN’S KEY SELLING POINTS: • History and culture • Leisure and wellness • Eco-tourism and nature • Fun and adventure • Religious tourism • MICE
mer due to many factors including Swine Flu. “But this is not the only reason — we were more aggressive in showcasing what Jordan has to offer this year,” added Al Fayez. Although Jordan is controlling its growth as it remains very much a “niche desitnation”, there is new tourism infrastructure planned. Over the next five years the country’s total room count will hit 30,000 compared to 23,000 at present, while Amman’s new international airport will open in 2011 taking capacity from around five to nine million passengers.
UAE tourism board much needed NEW ENTITY N Th UAE’s new national tourThe ism board is a long time coming and is much needed, a tourism marketing expert tou has said. ha Speaking to The National, S Ian Michael, who specialises in tourism marketali ing research at Zayed University in Dubai, criticised ver the authorities, who were due to launch the UAE tourdu ism board as ATN went to press, for not putting a body pre
UAE needs to be pushed as one destination, says tourism expert.
in place sooner: “I haven’t come across any other country where there is no national tourism strategy,” the paper reported. “I think that is miss-
www.qatartourism.gov.qa The new Qatar Tourism Authority website offers a “comprehensive look at tourism, culture and society in Qatar”. Key themes/ pillars for tourism featured on the website include ‘Meetings’, ‘Culture’, ‘Education’, ‘Sports’ and ‘Leisure’.
ing over here. A tourist coming to Dubai doesn’t know anything beyond Dubai.” He indicated that Dubai’s attractions kept tourists occupied for a few days, but to keep them in the UAE for longer, they should be made aware that they could travel to Ras al Khaimah for its natural beauty, go diving in Fujairah, or take a cultural tour of Sharjah. “In terms of attractions, there is only so much Dubai can do in terms if humanmade attractions,” he said. “But there’s natural stuff happening all around the country,” he added. Sheikh Khalifa, President of the UAE, issued a federal law in December last year to set up a national council for tourism and antiquities. The name of the new organisation had not been announced at time of press.
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Add ons Europcar says inbound robust Car rental firm reports 200% revenue boost for several GCC states the current under-supply of hotels versus demand: “It’s fully booked and expensive,” he said. Boucher said Europcar had just opened an outlet at the Habitat Hotel in Jeddah and would have 10 stations in Saudi Arabia by the end of the year. In this market the car rental firm is seeking tie ups with travel agent and large corporates. “We are also about to open in Tehran,” Boucher added.
CAR RENTAL Europcar has reported very strong inbound bookings growth in the past few months with revenue for business into Dubai increasing a whopping 200% since October 1 compared to the same period last year. “Dubai at the moment is very attractive and very cheap [for Europeans],” explained Europcar International Middle East sales manager Olivier Boucher. “Oman, Qatar and Jordan are also doing well with increases of 200% [in revenue for the same period].” He revealed that Oman, Jordan and Syria were performing robustly because they were currently “fashionable destinations”. “Egypt is also doing well, particularly with the UK tourist market,” continued Boucher. “The country expects three million tourists [from the UK] next year.”
Change of address Car rental broker Holiday Autos has relocated its Dubai office. The new address is: Office 106, Al Tayer Building, Sheikh Zayed Road, PO Box 32878, Dubai Business timings: SaturdayThursday, 8.30am-7.30pm. On Friday for emergencies call +971 (0)50 3766 993 from 10am to 5pm. Bookings: visit www.holidayautos.ae, email reservations@holidayautos.ae, call +971 4 3433 505 or fax +971 4 3433 405
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Boucher: Dubai is “very attractive” right now.
Boucher said that for October, he had doubled his performance targets for the Middle East market, He added that Abu Dhabi was doing well from an inbound point of view but that growth was restricted due to
You will lie to your date that it is your new car.
200
%
Europcar’s yearon-year growth in revenue since October for Dubai, Oman, Qatar and Jordan.
Dollar Thrifty talks training TRAINING Car rental firm Dollar Thrifty is making travel agent training a top priority and this month will run intensive training for 50 travel professionals from MENA in Dubai. The training is for agency managers who are then expected to pass on their knowledge to frontline staff. “The idea is to help them increase their customer retention and allow them to sell more incremental products at the counter,” explained Dollar Thrifty executive director MENA and Asia Pacific Sam Eltibi. He said the five-hour training day, which will take place at Hilton Jumeirah (December 9-10) would be divided into three sections and would start with training on simple skills such as asking clients questions and developing a rapport with them.
“The second section focuses on product knowledge and the benefits of products and the third is what language to use to sell those products,” said Eltibi. In other Dollar Thrifty news, Eltibi said he was “hopeful” the firm would have a franchise agreement in place for Saudi Arabia in 2010, which would see the car rental company boast a presence in “six or seven cities”. Eltibi: agents still a “key focus” for car rental firm.
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December 2009 – Arabian Travel News
21
NEWS XXXXXXXX
Tour Operators Region’s agents look to river cruises The Globus family of brands says it’s set to fill the gap for touring products in Middle East RIVER CRUISES Touring specialist, the Globus family of brands, has declared its intentions to pursue aggressive growth in the Middle East. The US-based firm, which is known for its escorted coach and river cruises under the Globus, Cosmos, Monograms and Avalon Waterways brands, believes 100% growth is achievable in this region over the next three years. Group sales and emerging markets director Mike Schields, who visited key members of the UAE travel trade in Dubai last month, said agents were showing the most interest in the Avalon Waterways product. “Agents want something
new to sell,” noted Schields. “They are looking for trends and niches and want to sell a product that isn’t about price.” He said knowledge of river cruises in the Middle East was very limited, “so those who embrace it first are the ones who can capitalise on that trend”. Globus family of brands regional director South Asia and Middle East Gauri Jayaram said the firm had already seen strong growth in markets such as the UAE, Oman and Bahrain where the company had GSAs. In the UAE, Globus has worked with Al Rostamani Travel and as a result, the tour operator had seen 20% sales growth from 2006 to 2007 and 70% from 2007 to 2008.
Movenpick’s all-inclusive first ALL-INCLUSIVE Movenpick Hotels & Resorts has unveiled what it claims is a first for Dubai — a pre-paid all-inclusive package offering. The group’s top-end 293room Royal Amwaj property, which will also be the first hotel in Dubai to boast over-water villas when it opens next year, will debut this all-inclusive concept, with Movenpick already promoting the idea to the European travel trade at last month’s World Travel Market (WTM). “All F&B is covered — it’s going to be a market first,” boasted the hotel chain’s new business develop-
22
ment director, Guy Epsom. “We are already talking to some of our partners about it," he added. The concept will be referred to as ‘Club Amwaj’ involving a three-tier package that not only give guests staying at Royal Amwaj free food and drinks at all six outlets on site, but also at the 30-plus outlets across Movenpick’s Dubai portfolio — the firm is opening four new properties in the emirate next year. Movenpick will initially pitch the all-inclusive offer to key source markets in the UK and Europe, but Epsom said he thought it would work “very well” in the GCC market.
Arabian Travel News – December 2009
Mike Schields (right) and Gauri Jayaram visited the Dubai travel trade last month.
10
%
The commission agents can earn from selling the Globus family of brands
Jayaram and Schields said they were surprised by the passenger mix they were attracting from the Gulf. “When we got into the market, the impression we got was that it would appeal to Asian ex-pats because Cosmos is a name that is known amongst the Asian community and they know what touring is all about,”
said Jayaram. “But from 2008 onwards, we’ve had a real mix of passengers, with around 50% from the Arab community and 50% Asian ex-pats.” Schields said the Arab National community was “starting to value packages that are good value and hassle free”. “We have a good value product — something that isn’t serviced in this market at the moment — so there is a gap to fill and with our product being as broad as it is, there is something for everyone to sell.” Schields said Globus was also looking to partner with a GSA in Saudi Arabia. “Agents are approaching us and saying this is a product they can sell,” he added.
Wolgan forms luxury partnership MARKETING Emirates Hotels & Resorts’ new Australian resort is joining forces with a handful high-end properties across the country to market a topend Aussie travel experience. The company’s senior vice president, Tony Williams, said the group, which will include its brand new Wol-
Wolgan will be part of luxury group.
gan Valley Resort & Spa in the Blue Mountains, would comprise “five or six” properties. “What we are doing is join-
ing together to do some joint marketing in terms of itinerary planning for tour operators,” said Williams. “We are creating luxury itineraries for Australia.” The group, he said, would include high-end properties such as Southern Ocean Lodge on Kangaroo Island, South Australia and Qualia on Hamilton Island.
flydubai considers a move into package holidays flydubai’s chief has said it plans to expand its business by offering holiday packages and add-on travel services in a bid to boost revenues. “We certainly realise the potential of the ancillary revenues and hope to ex-
tend into that market by providing holiday packages, insurance and other services,” CEO Ghaith Al Ghaith told ATN’s sister website, arabianbusiness.com. Al Ghaith also said new India routes were still in the pipeline.
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Accommodation XXXXXX XXXXXXX
REGIONAL NEWS
Movenpick hotels to corner all markets Swiss hotel group’s new Dubai properties to cater to every customer type: Epsom SELLING POINTS Movenpick Hotels & Resorts’ four new Dubai properties will cater to “every segment of the travel market”, the company’s new business development director, Guy Epsom, has claimed. “We are extremely fortunate to have four hotels that match the requirements of the market that are all fivestar and well positioned,” he told ATN. The four new properties, all set to open in 2010: are Movenpick Deira situated in ‘historic Dubai’ — a property Epsom said had already gained interest from leisure and corporate groups; Ibn Battuta Gate Hotel, a property with 31 destinationthemed suites based on the adventures of explorer
A key feature of Ibn Battuta Gate Hotel is the 31 destination-themed suites.
Ibn Battuta, attractive to the GCC shopping market and corporates doing business in the Jebel Ali area; The Royal Amwaj Resort and Spa, an Asian-themed resort on the Palm Jumeirah boasting the first over water villas
in Dubai, 2km of temperature-controlled swimable lagoons and pool villas — attractive to high-end leisure plus incentive market (six meeting rooms, ballroom and seafront outdoor spaces; and Oceana Hotel
One-of-a-kind hotel for Dubai’s DMC NEW CONCEPT A new hotel has opened its doors in Dubai Media City, which its operators claim is the first of its kind in Dubai. The design-led Media One Hotel is what director of sales and marketing Richard Senior described as “the only hotel concept of its kind in Dubai”. “It’s much more relaxed than other properties, but we still aim to deliver a premier service,” he said. The emphasis, he added, was on providing guests with a refreshing new hotel experience — “letting the guests tell us what they
24
Senior: Media One a one-off concept.
want, not the other way round” — with the property primarily targeted at corporates and groups. Classed as a four-star property, Media One Hotel has a fully-equipped business centre, seven meeting
Arabian Travel News – December 2009
rooms, F&B and retail outlets and 260 rooms divided into four categories: ‘Hip’, ‘Cool’, ‘Calm’ and ‘Chillout’ with 240 rooms classed as ‘Hip’ — the equivalent of a standard room. Quirky services include a fleet of push bikes available to guests with meetings in DMC, while the alternative to vehicles used for regular hotel airport pick-up services is a Mini Clubman. Senior said F&B concepts would include wine and cheese evenings, a beverage-focused brunch, while on Thursday evening, the lobby will be transformed into a Martini lounge.
and Spa, also on The Palm, which Movenpick says is the first “contemporary artstyle” hotel in Dubai boasting a nautical theme, large rooms, some with floor-toceiling windows and a suspended swimming pool between two buildings — a property catering to the hip 25- to 45-year-olds, according to Epsom. Although the opening of these four properties has been delayed, Epsom said the properties would “definitely” open in 2010 but could not give exact dates. “Two will be open very early next year,” he said. The reasons for delays, he said, did not come down to the funding by investors, but rather the “changing pace of construction due to delays in the delivery of materials”.
NEW MOVENPICK PROPERTIES’ USPS Movenpick Deira: in historic Dubai, close to airport and near Gold Souk and creek. Ibn Battuta Gate Hotel: attached to the mall with 31 themed suites. The Royal Amwaj Resort and Spa: has Dubai’s first over-water villas. Oceana Hotel and Spa: the first “contemporary art-style” hotel in Dubai with a nautical theme and suspended pool.
Sir Rocco reveals new hotel details NEW HOTEL Sir Rocco Forte has revealed design details and F&B highlights of his first Rocco Forte Collection hotel in the Middle East, scheduled to open in Abu Dhabi in mid mid-2010. 2010. The chairman and CEO of the UK’s Rocco Forte orte Collection said the opening ening of the 281-bedroom hotel tel would be “a significant milestone ilestone for the company”. “We have spent 12 years building our luxury xury hotel business in n Europe and are now greatly atly excited about expanding g into the Middle East,” he said. aid. The new property erty will be housed in a 12-fl oor curved floor
structure with design highlights including a Sky Bar, suspended on the fifth floor of a 10-storey atrium. British chef Mark Hix, of The Ivy and Le Caprice fame will consult on the all-day dining restaurant. Italian Michelinstarred chef Fulvio Pierangelini will advise on an a la carte Italian restaurant.
Forte: Abu Dhabi hotel is a “milestone” for the company.
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REGIONAL NEWS
Luxury NEWS LUXURY
F&B year for Mandarin Oriental London property to join forces with some of the world’s top chefs CUISINE London’s Mandarin Oriental Hyde Park is declaring 2010 the year of F&B with two new exciting outlets opening their doors. The Knightsbridge property has joined forces with The Fat Duck Group to create the first London restaurant with Chef Heston Blumenthal and will also introduce the award-winning cuisine of Lyon-born chef Daniel Boulud to the UK for the first time when Bar Boulud opens in the hotel in spring. Blumenthal, of the three Michelin starred The Fat Duck restaurant in Bray,
Berkshire and The Hinds Head pub of the same village, has won international acclaim for his unique approach to cooking. This first restaurant to open outside of the village of Bray will feature the chef’s inimitable style of culinary alchemy with a menu heavily influenced by his ongoing research into and discovery of historic British gastronomy. The new restaurant, the name of is yet to be decided, will seat 140 guests and serve lunch, dinner and afternoon tea. The kitchen will be headed by Ashley Palmer Watts who has worked with
Oberoi’s Middle East bid
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SPA The first female-only hotel spa in Riyadh has preliminary approval and is set to open in March next year, hotel chiefs have said. Bosses at Al Faisaliah Hotel say they hope the Sense Spa will open just ahead of the hotel’s 10th anniversary in May 2010 to coincide with the opening of a brand new wing of 106 rooms that are currently under construction. It will be the first female-only hotel spa in the city and only the second in KSA. Rival hotel chain Park Hyatt is planning to open separate male and female spas in Jeddah this year.
Winning formula for Bab Al Bahr NEW PROPERTY
SALES Oberoi Hotels & Resorts is preparing to ramp up its awareness campaign in the Middle East now that it has re-opened its London office following a major re-structuring of its sales and marketing structure. “The opening of the London office not only allows us to re-connect with our UK and European travel trade partners, but for the first time, gives us a chance to focus on the Middle East market — one that is growing in terms of outbound business to India and one we are placing great importance on,” explained the group’s vice president of sales and marketing EMEA, Mark Allvey. “It’s probably a market that not all luxury
2010 will be the year of F&B for The Mandarin Oriental Hyde Park.
Blumenthal at The Fat Duck for nine years in the capacity of Group Executive Chef. Meanwhile, Boulud’s French-inspired bistro and wine bar, Bar Bouloud London, located at street level with its own entrance directly onto Knightsbridge, will follow the successful format of Bar Boulud in New York, which has achieved significant acclaim. Next year will also see Mandarin Oriental Hotel Group manage the 85 luxurious residences — known as One Hyde Park — that are being developed on the site adjacent to the Knightsbridge hotel.
Female-only spa first for Al Faisaliah Hotel
Allvey: Oberoi to target the Gulf.
hotels have done their best to market to, but it’s a market where we need to create much more awareness, not just about Oberoi hotels, but the destination (India) in general. Oberoi has the perfect combination — the luxury environment and the most amazing locations, [close to attractions] such as the Taj Mahal and the Giza Pyramids.”
The new Fairmont Bab Al Bahr in Abu Dhabi is filling its rooms already due to a number of package and F&B innovations. Fairmont Hotels & Resorts area director of sales and marketing Middle East Raki Phillips said the property’s opening deal — the 36-hour package whereby guests staying at the weekend can stay 36 hours after check-in – was attracting strong weekend break business from both Abu Dhabi and Dubai. F&B concepts including Frankie’s Italian Restaurant & Bar, Marco Pierre White Steakhouse & Grill, The Chocolate Gallery and the champagne brunch at Elements were USPs he said. “We opened on October 1, which gave us time to sort
Fairmont Bab Al Bahr in Abu Dhabi is on track to achieve budget for this year.
out any chinks, and then we were packed out for the Grand Prix,” said Phillips. He said the property was well positioned on Abu Dhabi Creek near the airport and Yas Island and that rather than compete with the Shangri-La, the hotel complemented the complex. “Between us, the Shangri-La, Traders and the souk, we have become quite a destination,” he added. Although business was
currently GCC-focused, Phillips said European wholesalers had shown a “strong interest” in the 369room Fairmont Bab Al Bahr at last month’s WTM. “We are a corporate property but because we are on the beach, we appeal to the leisure crowd too,” he said. Occupancies and rates had performed well since the opening Phillips stressed adding the property would achieve budget for this year.
December 2009 – Arabian Travel News
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News analysis
REGIONAL NEWS
Cast your Net wider ITB Asia was dominated by technology talk and saw the GCC travel trade further build commercial links with the continent. Dominic Ellis reports rom delegates posting questions on Twitter, which were instantly projected onto large monitors and used as a forum for interaction, to the succession of lively debates, conferences and networking functions, there was a welcome dynamism to the second ITB Asia, reflecting the industry’s desire to get to grips with pressing challenges and throw off the shackles of the global recession. The show attracted 679 exhibitors, 28 more than last year, and overall attendees were down 59 to 6149 — both achievements in themselves given the global downturn — but there was a significant decline in invited buyers from 812 to 553, which organiser Messe Berlin (Singapore) attributed to “higher vetting standards”. That didn’t extend to the hall floor though, with the head count buoyed by the introduction of a one-day trade visitor pass giving floor access for US $50, a move which resulted in a 52% rise year-on-year in final day attendance. The bulk of buyers hailed from Asia (56%), followed by Europe (22%), Americas (10%) and Australia and New Zealand (10%). GCC exhibitor presence was healthy if not Social media can be used to educate customers said BCD Travel boss Gregory O’Neill. spectacular, dominated by the UAE (33), Qatar (11) and Oman (1), collectively accounting for 6.5% of the total. keting and sales to branding and distribution. SHORT AND TWEET “We were expecting growth from European Next year ITB Asia aims to strengthen its How social media can boost your brand and NTOs and more participation from airlines MICE component through a two-day Asso- revenues and how mobile phones be used to and hotels, but we cannot escape ciations Meeting Programme, enhance the pre- and post-booking experithe international trend,” said teaming up with the Amer- ence, were among the hot topics discussed at Messe Berlin (Singapore) ican Society of Asso- the Web In Travel conference. QUOTE OF THE EVENT director Dr Martin Buck. ciation Executives Delegates in attendance heard how nearly “Facebook is the world’s The conference (ASAE), Singapore- three-quarters of consumers trust peers’ recagenda was dombased ACE: Day- ommendations above anything else, reflectlargest CRM platform” inated by Web tons Direct, The ing the power of social networking sites such Brett Henry, VP Marketing, in Travel, which Center for Associa- as Facebook and Twitter. Abacus International encompassed every imagtion Leadership and Gregory O’Neill, president Asia Pacific, inable online issue, from marSuntec Singapore. BCD Travel, foresees a three-step process in
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Arabian Travel News – December 2009
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REGIONAL NEWS
News analysis
News in brief • The number of passengers flying from Asia to Europe with Lufthansa has matched the number originating in Europe — the first time the carrier has achieved equilibrium since it started flights to Asia some 50 years ago. The airline, which is introducing 1.5% more seats this winter, said 94% of its tickets are still booked through the trade. • Grand Park Orchard — formerly Park Hotel Orchard — will feature 309 rooms and suites and a new four-storey retail podium when it reopens on Singapore’s famous shopping thoroughfare in the second quarter of 2010. The Park Hotel Group is targeting to open 10-12 new properties in Asia in the next three to five years. • The recently refurbishsed Furama Resort Danang has a new dive centre and the Montgomerie Links Vietnam golf course has also opened, 10 minutes by car southwards. • Carlson Hotels Worldwide plans to more than double its hotel portfolio to 123 hotels by 2012 and has 73 properties under development in Asia Pacific. • Bluewalks, a travel navigation guide, beat off two other competitors to win the Web in Travel start-up pitch. The mobile application aims to provide personalised, updated information on a range of cities and is targeting 50 routes in its first year. The guides, which will be strong on local knowledge, seek to maximise accessibility by being available offline with no roaming costs. • Atout France, the government agency that promotes French tourism overseas, has launched a micro-site for MICE business, located at wwwwom/sg.
Twitter and Facebook are powerful CRM tools ” the ongoing development of social media — educating internal staff, educating customers and then rolling out programmes to the market. Hotel booking site Agoda chairman Adrian Currie said one advantage that online companies had over their traditional counterparts was that they were getting data “every minute of every day”, enabling them to focus on, and quickly adjust to, customers’ needs. Wego.com CEO Martin Symes said the online travel search company was on the “cusp” of being profitable. “The downturn has been good for us as it has forced suppliers to be a lot more aggressive with pricing, which has led them into our electronic space,” he said. “Our next challenge is to go deeper into specific markets.” Up to 20% of Japanese agent Rakuten’s bookings are now made by mobile and delegates heard that China, India, Korea and Taiwan are likely to be the next advocates. The drift towards mobile bookings is increasing, in tandem with the number of mobiles (3.5 billion) now in use worldwide. “The mobile is now — it’s not the future,” added Currie. Abacus International VP marketing Brett Henry predicted that mobile phones would be more useful as a post-booking tool, providing users with destination services and context-related information — be it a delayed flight, or special offer. Twitter has jumped from the 1000th to 13th most trafficked website in one year and capitalised on our increased “awareness of time”, he said, although that awareness is now becoming increasingly familiar to bosses, with a recent survey finding social networking sites cost British businesses £1.38 billion (AED 8.28 billion) a year in wasted time. Morris Sim, co-founder of California-based Brand Karma By Circos, said you couldn’t predict how the future business model would b,e “only it will be totally different from the industry model of today”.
FLAT OUT FOR QATAR The paucity of exhibiting airlines worked in Qatar Airways’ favour as it had a large stand
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Twitter is a good CRM tool for travel firms.
near the hall entrance. Alongside two flatbeds from its Boeing 777s, accompanied by 16-inch touch screens with video on demand, the airline was promoting its new services from January 1, which will see Jakarta de-linked from Singapore and serviced directly from Doha, and a new Doha-Singapore-Bali service, which aims to capitalise on both MICE and leisure trade. Daily Doha-Melbourne flights start December 6 and the airline is also eyeing Sydney as another key Asia Pacific route. The primary objective for Qatar Tourism Authority, marking its second year participating at the event, was to launch its new brand identity and promote its MICE attributes alongside cultural heritage. QTA head of promotion and exhibitions abroad Soha Moussa said ITB Asia provided a great window to the Asian travel market and attracted top-level MICE and incentives buyers, as well as high-end tour operators. QTA engaged with conference organisers, incentive planners, travel operators and boards of tourism authorities from Singapore, China, Hong Kong, Japan, Malaysia and Australia and more. A representative of EGL Tours from China said Qatar was a new, high-quality destination, offering tradition interconnected with
One of the biggest challenges we face as an industry is how we collaborate better and make boundaries more porous ” December 2009 – Arabian Travel News
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REGIONAL NEWS
News analysis
the modern world and a buyer from JGL Motivation Incentive Company in Japan said Qatar would be one of the next target destinations for the Japanese business travel market. Qatar’s Regency Travel and Tours CEO Tareq Abdullatif Taha noted how ITB Asia had quickly differentiated itself from other travel trade exhibitions. “Asian MICE and corporate travellers have come to the stand to discuss new businesses in a serious and focused way,” he said.
SHARJAH BOOSTS ASIAN TIES ITB Asia marked SCTDA’s first initiative to actively target Asia, which accounted for 21% of Sharjah’s visitors in the first three quarters of 2009. Bobby Thomas Koshy, manager for the overseas promotion department, said while the strategy to position Sharjah as a familyfriendly cultural destination remained, it was keen to promote the emirate as an inbound MICE destination — but the challenge was to increase direct flights with the continent. Currently only China Southern Airlines flies twice a week from Beijing and Shanghai — the only other options are onward connections with Air Arabia via Colombo and Bangalore.
SINGAPORE CAMPAIGNS The Singapore Tourism Board plans more branding campaigns in the Middle East in the next one to two years. Last year, the Singapore economy registered a record $15.2 billion in tourism receipts and recorded three million business travel and MICE visitors. At the official opening of ITB Asia, Singapore’s Minister for Trade and Industry Lim Hng Kiang said the state received 6.2 million visitors between January and August and was on course to record 9.5 million by the year end, with the marketing drive underpinned by
STB’s $90 million BOOST (Building on Opportunities to Strengthen Tourism) initiative and ‘Business Events in Singapore’ scheme, which started in February. He said the Asian Development Bank had upgraded growth projections for Asia from 6% to 6.4% next year and that bodes well for intra-regional travel, which accounts for 80% of the market.
AP the rising star
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Arabian Travel News – December 2009
The mobile is now — it’s not the future ” New for Singapore
Travelport GDS managing director Simon Nowraz explained that the recession has accelerated Asia Pacific’s presence on a global stage. “We are in a hurry to carve out our role in this new landscape,” he said. He added that the future of the industry would not be so black and white, but with more shades of grey involving greater co-operation between suppliers and competitors. “One of the biggest challenges we face as an industry is how we collaborate better and make boundaries more porous,” he concluded.
Traditional agents ‘will stage comeback’ Morris Sim, co-founder of California-based Brand Karma By Circos, said agents who could interpret data and meet customers’ needs would be successful — filling a market need as the world becomes increasingly swamped by avalanches of data. “Traditional agents will be back in vogue,” he said. “They need a very targeted demographic base and speciality that fits a specific
Work continues apace on Marina Bay Sands in the heart of the city, which will feature 2500 luxury rooms, convention and exhibition facilities, Las Vegas-style gaming, rooftop Sands SkyPark, museum, outdoor event plaza, two theatres with 4000 seats, and shops and restaurants. The Lion King will be performed at Marina Bay Sands Theatre from September 2010.
niche, but I think it’s something that will happen globally.” But PhoCusWright general manager Asia Pacific Ram Badrinathan said if rents and costs were increasing and margins decreasing, the challenges of making money persisted for the agency community. “We heard in 2001 how experienced, specialist agents will survive — but how many do you know like that?” he said.
New malls: Ion Orchard mall opened on Orchard Road (www.ionorchard.com); 313@ Somerset due for completion by end of the year. New at Sentosa: MegaZip Adventure Park; Butterfly Park & Insect Kingdom; Wave House (two wave machines); Resorts World Sentosa, containing the Universal Studios theme park, slated to open 2010. Ritz-Carlton growth: The RitzCarlton Millenia Singapore reported an 8% increase in Middle East arrivals between January and September this year. Managing director Peter Mainguy said the Middle East market was an important one, with the UAE, Saudi Arabia, Kuwait and Qatar serving as key feeder markets. “With an exciting myriad of events and new developments taking place in Singapore, visitors from the Middle East are increasingly drawn to this dynamic city state,” he said. “With a dedicated and experienced Arabic-speaking director of sales handling the GCC/ Middle East market, we will continue to explore more opportunities with our partners.”
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REGIONAL NEWS
Comment Comment
Eight common myths about cruising Cruise Master Middle East director of business development Ashok Kumar STUCK ON A SHIP On average, a sevenday cruise will have at least four to five ports of calls where one can enjoy sightseeing, shopping and adventure. Some itineraries include overnight stops offering the opportunity to enjoy the local nightlife.
CLAUSTROPHOBIC Most modern cruise ships have been designed and built to maximise space. Many staterooms have private balconies and luxury hips usually have plenty of space per guest as well as more spacious common areas.
CRUISES ARE BORING Cruise ships schedule entertainment all day long — from audience participation based games to Las Vegas style shows. One can spend time in the spa, read a book, go to gym or take a tour of the ship’s art work. There is so much to do that one may have trouble deciding what to do.
SEASICKNESS Today’s cruise ships come with very good stabilisation systems and there are many remedies available if one is prone to seasickness.
CRUISE SHIPS ARE DANGEROUS Modern ships are very safe and unlike flying, there have not been many accidents involving loss of human life.
TOO YOUNG TO CRUISE
ONLY FOR COUPLES? Most cruise lines have kids clubs manned by trained counsellors to guide them in daily activities such as treasure hunts, art, pizza parties and video games. Cruise lines separate the activities and the clubs by different age groups.
CRUISING EXPENSIVE? Consider that most cruises are in fact cruise packages, which include most meals, entertainment and onboard activities in addition to the stateroom. Compare this with the cost of a landbased vacation to find which offers the best value for money.
TIP
As a rule, the longer and more expensive the cruise, the more mature are the guests. The faces of cruise guests have been changing and cruising is no longer the prerogative of rich and famous or retirees.
Encourage your clients to book early as there are generous early bird specials on offer.
LETTERS TO THE EDITOR Ed: Last month ATN posted a story online (www.hoteliermiddleeast.com and www. arabianbusiness.com) purporting that Dubai hoteliers needed to start being realistic about room rates and stop harking back to the days of Utopia when they could charge extortionate prices. It was the opinion of outspoken Arabian Adventures and Congress Solutions International senior vice president Frederic Bardin who has said Dubai is “still expensive compared to the rest of the world”, making it uncompetitive. Bardin also complained that F&B prices in Dubai were still too high. The result was a barrage of com-
30
ments and emails to the ATN news desk from readers who seemed to wholeheartedly agree with the sentiments of the article and Bardin: GREEDY PEOPLE When you get used to charging exorbitant rates it’s not easy to go back to charging normal rates. These are the people who priced Dubai out of the world tourist market. Now they sit there with empty hotels and malls, still keeping high rates and prices and wonder why tourists prefer other destination. Now people will only pay for what these places are worth. Dan
Arabian Travel News – December 2009
GERMAN COMPARISON Only UAE hotels are trying to keep up those ridiculously expensive room rates — to prove what? Just check any of the German travel websites and you won’t believe what you see there — you can get an entire week in a five-star hotel in Dubai, including half board and flights with Emirates or Etihad for as little as 700 Euros when UAE residents have to pay this amount for one or two nights. Martina Fella BAB AL SHAMBLES I could not agree more with the author of this article and the comments made by Fred-
eric Bardin. Recently I took my family for dinner to the Arabic restaurant at Bab Al Shams. The person taking my reservation described it as the place to be so we gave it a go. I paid almost AED 2000 (US $544) for four people for ‘entertainment’ and some food. The most awkward thing was that a man, who I was later told was the general manager, was screaming his lungs out at the poor servers and disrupting the already crazy service. He did not even allow a gentleman at the table next to us
to take pictures. What a joke. If Dubai hotels and restaurants want to charge high rates, that is fine with me, but do not even think about not providing 100% service. Uncle Sam
Bardin: hoteliers in Dubai are being unrealistic about room rates.
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Comment
NEWS
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Rates spat escalates DMCs get shirty with ‘Utopian’ hoteliers
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November was the month when the ongoing debate over Dubai hotel room rates reared its ugly head again. Frederic Bardin of Arabian Adventures fame got on his soap box and declared that hoteliers in the emirate were still being unrealistic about the rates they charged (see opposite page). He said although the recession had gone a little way in tempering the rampant overcharging at hotels across Dubai, there was still a long way to go and that instead of acknowledging the changes in market conditions, hoteliers were living in Utopia — clinging onto the rates that they charged back in the good old days when the boom was in full swing. Bardin implied that hoteliers were being greedy, an argument that extended beyond room rates to “overpriced F&B”. One can fully understand Bardin’s point of view. Such extortionate rates price Dubai out of the market from both a corporate and leisure travel perspective. Even during the economic crisis, room rates in Dubai have been some of the highest worldwide, second only to those in Moscow, making the emirate uncompetitive in the international arena, particularly where MICE business is concerned. With corporates slashing budgets or not wanting to be seen spending cash on travel, Dubai would surely be low on their agenda when selecting a destination for their meeting, conference or incentive? Bardin can’t really win as during the boom time, the growth of both Arabian Adventures and Congress Solutions International was stunted due to short supply of hotel rooms. Now, at least rooms have freed up, but with rates still higher than average and travellers spending more cautiously, it’s not exactly a doddle to win business. One would hope that the forces of supply and demand would come into play — they did during the boom time when strong demand versus limited supply forced up prices, so let’s hope the 7000-plus rooms that will open their doors in Dubai next year will sort out the room rates once and for all. And let’s not forget the angry consumer. Comments posted online in reaction to Bardin’s argument reveal people are fed up with being overcharged, particularly when they don’t get value for money in terms of service and quality. Not only that, but hoteliers should realise that residents of the UAE were not born yesterday. When you look at the bargain rates tour operators in the UK are charging for fivestar packages to Dubai and compare them to what you pay as a local, it’s criminal. As the internet makes pricing evermore transparent and comparisons easy to make, hoteliers need to sort out their rate strategies once and for all.
"53).%33
Gemma Greenwood Senior Group Editor
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.
In its capacity as mouthpiece of the Middle East travel trade, ATN is eager to hear your news and views. Email gemma.greenwood@itp.com
December 2009 – Arabian Travel News
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REGIONAL NEWS
Skillset SKILLSET REVIEW
Agencies uncovered A reveals the findings from this month’s mystery ATN shopper survey of travel agencies in Dubai 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: I would like to take my wife on a weekend break to celebrate her birthday. Can you recommend somewhere that is both hot and quiet in December?
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 satified were you with the outcome of your visit to this particular travel agency?
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Arabian Travel News – December 2009
Scenario 2: I have friends traveling through South East Asia this winter and I would like to meet them to go scuba diving. Can you recommend a good place to meet them?
Star advisor St Well done Nhor AlQawasmeh from Al Futtaim Travel at Mall of Emirates. Nhor provided detailed, structured information to her customer leaving them completely satisfied with the informa-
tion received. Nhor showed her customer images of suggested destinations, offered activity suggestions and estimate costs for various package options dependant on time of travel.
About Ethos Consultancy Originating in the UK 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
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REGIONAL NEWS
MYSTERY SHOPPER SKILLSET
Mystery shopper
Al-Futtaim Travel Mall of the Emirates
82%
Al Tayer Travel Al Maktoum Street
82%
Sharaf Travel
Al Rais Holidays
Near Ramada Hotel, Bur Dubai
Al Rais shopping centre, Bur Dubai
78%
76%
Comment: The outlet was easy to find, the premises were clean and tidy and brochures were clearly displayed. Advisors were well groomed, but not wearing name tags. Both advisors made good eye contact, were friendly towards their customer and displayed a good standard of product knowledge. Both shoppers were asked to fill in a contact detail form. Advice: Always wear a name tag and provide your customer with a cost breakdown as well as one complete quote. Attempt to provide as much costing information.
Comment: The outlet was easy to find, the premises were clean and tidy and brochures were clearly displayed. Advisors were well groomed, but not wearing name tags. Both advisors made good eye contact, were friendly and displayed a good product knowledge. Our shoppers were pleased to receive print outs of quotes. Advice: Always wear a name tag and show brochures and pictures destinations whenever possible. If a brochure is not available, it is still possible to show your customer images on the internet.
Comment: The outlet was easy to find, the premises were clean and tidy and brochures were clearly displayed. Advisors were well groomed, but not wearing name tags. Both advisors made eye contact and displayed a good product knowledge. One of the two advisors visited was friendly, the other was great at answering questions, but did not smile. Information via email was provided. Advice: Always wear a name tag. A smile is influential and makes your customer experience so muchmore enjoyable.
Comment: The outlet was easy to find, the premises were clean and tidy and brochures were clearly displayed. Advisors were well groomed and one of the two visited — Mehboob Mulla — was wearing a name tag. Both advisors made good eye contact, were friendly towards their customer and displayed good product knowledge. Advice: Always wear a name tag and try to provide as much costing information as possible while the customer is at the agency. If you can only provide an estimate this is fine, just explain this clearly.
AL FUTTAIM TRAVEL
AL TAYER TRAVEL
SHARAF TRAVEL
AL RAIS HOLIDAYS
100%
100% 77%
79% 70% 82%
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90% 82%
90% 74% 90% 78%
90% 75% 60% 76%
December 2009 – Arabian Travel News
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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 Khartoum route: The Sudanese capital is the airline’s eighth destination, with flights leaving Dubai’s Interntional’s Terminal 2 each evening. One way ticket prices start at AED 325 (US $88).
Radisson Blu on Abu Dhabi’s Yas Island.
Etihad Airways now flies to Hyderabad.
• Double opening for Rezidor in Abu Dhabi: Rezidor Hotel Group has opened two new hotels in the UAE — The Radisson Blu Hotel, Abu Dhabi Yas Island and Park Inn Abu Dhabi, Yas Island. The hotels, which are adjacent to one another, feature a combined total of 601 guest rooms. The Park Inn opening marks the launch of the Rezidor’s midmarket brand in the UAE. Petra, Jordan.
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• Mövenpick picks Makkah: The Mövenpick Hotel and Residence Hajar Tower Makkah has opened in Saudi Arabia. The hotel forms part of the Abraj Al Bait complex and is located directly on the Haram Court facing King Abdul Aziz Gate. The hotel has 1204 rooms and apartments, a business centre and five food and beverage outlets. • Beirut opening for Rotana: Rotana has announced the opening of its third property in Lebanon. The Raouché Arjaan by Rotana is located in the heart of Beirut, overlooking the Mediterranean and is primarily targeting business travellers. The hotel features two meeting rooms with a capacity to accommodate 150 people.
Arabian Travel News – December 2009
• Hyderabad link launched by Etihad Airways: The airline will operate four flights a week initially but plans to increase this to daily in 2010. Etihad operates a two-class Airbus A320 configured for 20 business class passengers and 120 economy class passengers on the route. • SIXT enters capital emirate airport: SIXT car rental has launched services at Abu Dhabi International Airport. The firm, which entered the UAE car rental market back in 2000, will offer a variety of vehicles to customers in Abu Dhabi ranging from compact economy cars to full-size and luxury vehicles. • BA connects with Egyptian destination: From London Gatwick to Sharm El Sheikh three times weekly, operated by a Boeing 777 aircraft in a threeclass configuration — World Traveller, World Traveller Plus and Club World.
Khartoum is flydubai’s eighth route.
• Cathay Pacific launches Saudi Arabian link: The Hong Kong carrier has launched a four-times-a-week service to Jeddah, Saudi Arabia. The route will stop at Dubai on the way to and from Hong Kong. The new service is operated by an Airbus A330-300 aircraft in a twoclass configuration. • Etihad’s Jordan deal: Etihad Holidays and the Jordanian Tourism Board are promoting holidays to Amman, Aqaba, the Dead Sea and Petra under’s Etihad’s World Deals programme. Packages incude flights, accommodation, breakfast, airport transfers and a range of additional special offers.
WHAT’S COMING SOON: Swissotel’s Makkah property is set for a 2011 launch.
• Swissotel coming to KSA: Swissotel Hotels and Resorts has announced that its first Saudi Arabian hotel, Swissotel Makkah, will open in January 2011. The property will feature 1571 guest rooms.
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REGIONAL NEWS
Skillset Tried and tested
W Doha Hotel & Residences QATAR BACKGROUND: W Doha Hotel & Residences opened in the Qatari capital in March 2009 marking the design-led brand’s foray into the Middle East market. Founded in 1998 in New York City and known as one of the hippest hotel brands in the world, W Hotels is part of the Starwood group. THE ARRIVAL: As you enter the arrivals lounge at Qatar’s international airport there is a W Doha representative waiting to escort you to your chauffeur-driven car — known in ‘W’ language as ‘Wheels’ — which takes you on the 25-minute journey to the hotel, located in the West Bay area of Doha’s city centre. As soon as you enter what W calls “the world of ‘Wow’” you immediately recognise you are in a W property. The ‘W Living Room’ (lobby) is sleek and sophisticated with blackand-white flooring, black leather sofas, water features, ceiling-suspended seating, in addition to hand-blown blue glass hanging lanterns. THE ACCOMMODATION: We stayed in a W Suite, which really did have the ‘Wow’ factor. With so many gadgets and innovative features to discover, you feel like a kid in a sweet shop. There’s no shortage of seating in the spacious lounge with its suspended swinging chair, rounded cream leather sofa,
From formal to funky: W Doha transforms the Qatari capital.
contemporary brown leather chairs, separate dining table and chairs and a work station. The king-sized bed in the bedroom was surrounded by a funky fringed blind with a mirror above surrounding the blownglass ball cluster lighting. There was plenty of wardrobe space, but the adjoining bathroom I felt was ill-designed with the vanity unit and sink too small and pokey. A man designed this room as there was nowhere to plug in the hairdryer near a mirror! However, the Bliss spa amenities more than made up for the bathroom let down — with favourites including lemon and sage body butter.
THE F&B: We only tried one of the restaurants — all-day dining outlet Market, by Michelin chef Jean-Georges Vongerichten — where breakfast, lunch and dinner are served. The breakfast buffet was of a very high standard and complemented by a la carte hot dishes, while the lunch featured
gourmet versions of simple mple dishes including burger and fries. A standout at this outtlet was the staff — confident, knowledgeable and efficient, which makes a change for the Middle East.
THE SPA: One of W Doha’s key selling elling points, in addition to its quirky ‘W’ termimi nology and its creation of a laidback lifestyle brand, is the renowned New York spa brand Bliss Spa, which is popular with men and women alike. Apart from the appealing fun and contemporary design of this facility and the highquality treatments on offer — I had a perfect manicure/pedicure and a signature ‘triple oxygen’ facial that left my skin glowing for days — the factor that really attracts you to this spa on face value is its fantastic retail offering, with Bliss Spa’s full range of products and those of complementary brands on offer. Top sellers include the triple oxygen instant energy infusion mask and vanilla and bergamot body butter. The W Doha also boasts a pool (the ‘Wet’), which was closed for refurbishment when we stayed and a gym (the ‘Sweat’). PRICES: Prices start from QR 5800 ($1593) for a W Suite. All rates are subject to 17% service charge and are 10% commissionable for travel agents. BOOKING IT: Phone +974 453 5353; fax: +974 453 5354; or visit www.starwoodhotels. com or www.whotels.com
EDITOR’S VERDICT
The W Suite is spacious and full of funky furniture.
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Qatar is not exactly known as a hip and happening city and so W Doha has really injected some much-needed urban cool to a capital that is otherwise traditional and formal. It’s fun staying at W Doha, whether you’re swinging on suspended chairs in your suite watching the flat-screen TV, people watching in the The Lounge while checking your emails, sipping cocktails in the Crystal
Lounge or getting pampered in the Bliss Spa, plus the property’s Whatever/Whenever service — W’s signature on-demand concierge offering — is available 24-hours a day. This hotel is suitable for business or leisure and is close to all of Qatar’s major attractions. Recommend this hotel for clients seeking a New York experience in the geographic heart of the Gulf.
December 2009 – Arabian Travel News
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Arabian Travel News takes
a look at the highs and lows for the Middle East travel trade in 2009
the year that was… Cover story: ATN’s ‘National treasure’ front cover featured Arabian Adventures operations controller Mediya Mohd Suroor Bin Hadi who called on Emiratis to join the UAE’s travel and tourism industry to promote their country to the world. The highs: BA announced its re-entry into the KSA market; Royal Caribbean vowed to support the travel trade through thick and thin; and business solutions specialist Illusions unveiled a deal with Al Rais Travel to provide its IT software and solutions. The lows: The travel trade started to o ffe feel eel tthe he he pinch of the recession with many noting otin ot tin ing ga The travel trade started distinct change in corporate travel policies olici liicies ciess ci to feel the pinch of the for the worse. IATA forecast that Middle EasteE astas trecession in January. ern airlines would see US $200 million llosses o se os sess in 2009. Locally, the Dubai Travel and Tour dT our ou Agents Group (DTTAG) banned nonmembers from the body’s meetings. The quirky: ATN spent 12 hours at BA’s Terminal 5 — and loved it?!
Cover story: ‘Beating the bear’ — ATN asked industry experts for their views on how travel agents could stay afloat during the bearish economic conditions. The highs: The UAE Government revealed plans to establish a UAE tourism council, while Prime Travel opened an outlet in Baghdad and Asia Pacific tourism boards joined forces to create a council. The lows: Tourism boards expressed concern over the timing of Arabian Travel Market saying it was wa w a too late in the year, particularly with Ramadan d da a falling during the summer; Virgin Atlantic tti i finally scrapped travel agent commission; and Kanoo Travel in Manama scored badly when mystery shoppers came to visit. The quirky: Dubai-based travel agents rave to Arabian Travel News about a fam trip to Norway with SAS and Hurtigruten, but b bu u not a single one manages to sell the desti- ATM’s Simon Press said nation following their visit. na n a event’s timing still relevant.
Cover story: ‘The Obama Effect’ cover explored how the US presidency would positively impact the country’s ailing inbound tourism industry. The highs: ATN celebrated its third birthday and asked, ‘where are they now’, speaking to industry professionals who appeared in the publication’s first every issue (March 1, 2006); BCD Travel opened two new UAE outlets; Dnata opened outlet in Afghanistan; and short-haul trips boomed as budgets tightened. The lows: Four Dubai travel agencies shut-up shop as the recession kicked in; GCC market to Egypt suffered due to unfair rates system; LJ Travel & Tourism in Kuwait scored poorly in ATN’s mystery shopping exercise. The quirky: When asked what changes had occurred in the industry over the past three years, Abu Dhabi Travel & Tourism Agencies Committee’s Hani Khorsheed declared that nothing much had happened. Acharya appeared first ATN cover.
Cover story: The ‘Bailing out’ revealed that small travel agencies were looking to quit the industry as economic pressures started to mount. The highs: Doha’s MICE industry claimed it was defying the downturn; premium Kuwait airline Wataniya Airways gets good reviews; and Oman Air CEO Peter Hill revealed his plans to expand the Sultanate’s national carrier. The lows: Dubai agents voiced their concerns at By-law six, many of whom were yet to comply with the DTCM directive; ATM tourism summit postponed to 2010. The quirky: ATN introduced the ‘laughing agent’ section, where Trans Arabian Sea Air Travels operations manager George ‘Laughing agent’ Joseph told his latest joke. Unfortunately this section was stopped George Joseph’s jokes became a few months later when Joseph’s jokes got too rude. too saucy for publication.
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Arabian Travel News – December 2009
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Cover story: ‘Guess who?’ — ATN revealed who was attending Arabian Travel Market 2009 and who had pulled out. The highs: Ukraine International announced plans to beef up its Gulf route network; Al Rostamani Travel and Holidays launched two brochures; Amadeus opened operations in Syria; BA and Air France/KLM boosted capacity; and the DTCM and Emirates Airline said negative press on Dubai could be outdone by aggressive marketing. The lows: Sharaf Travel clarified its future as travel firm forced to make staff redundant; Kanoo Travel complained that all too often, agencies were used by clients as banks; and Oberoi closed its Dubai office in a bid to restructure its sales and marketing function. The quirky: Arabian Travel News unveiled ’25 reasons to join the travel industry’— Emirates Airline turned to aggressive marketing plans. number 16 on the list was freebies!
Cover story: As the summer approached, ATN provided a guide on Selling kids’ camps. The highs: Ireland launched an online training tool for agents; Qatar Airways launched its private jet subsidiary; id dia iary ry; market ma ma ark rket rket rk et survey sur urve vey said TMCS worthTM MC CS “s ““still sttiill ll w orrth thwhile” e”” ffor or ccorporates; or orpo or pora po rate tess;; and B Baglioni Hotels Ba ag gllio ion nii H otte o ells looked to lure GCC residents esid es ide en nts ts tto o its is it European properties. The lows: Outbound travel tra rave v l tto o Europe plummeted; Silversea’s Silv Si lve errse s a a’’s Trudy Red called for m more orre agent o agen ag en ntt training; and agents w were warned erre warn e w wa arned r ne rn ed d about challenging future by re b re y In IInternantte ern na a-tional Airline and Business Academy ness esss Ac A cad demy em my president Dr Danny Dinesh. esh es h.. The quirky: Baglioni ni Ho H Hotels otte e els ls ls revealed Ferrari and L Lamboam a mb bo orghini tours of Italy combined om mb bin ined d with stays it its top-end hotels d ho h ote tels ls across the country.
Cover story: ‘Healthy profits’ — ATN revealed how clued-up travel agents could make money out of medical tourism. The highs: The Minister of Tourism for Jordan, Maha Khatib revealed a number of projects to boost the country’s tourism infrastructure; Dubai Airports CEO Paul Griffiths said phase one of Al Maktoum Airport and Dubai World Central would open in time (2010); and Qatar Tours achieved a whopping 2748% growth in sales for Royal Caribbean in 2008. The lows: Tourism Australia revealed plans to shut its Dubai office, to the anger of agents and operators in the region; and the Business Travel Show Dubai was postponed until 2010 due to economic conditions. The quirky: Virgin Galactic president Will Whitehorn said travelling into space on the firm’s space ships was not as safe as travelling on a Boeing 747, but was “so much safer than anything done in space before”. Will Whitehorn: space travel not as safe as travelling on a Boeing 747.
Cover story: ‘Thinking outside of the box’ encouraged agents to get creative to drive profits and increase their visibility in the market place. The highs: WTO predicted growth for the Middle East tourism industry in 2009 despite the global economic downturn; Iraqi government revealed plans to promote tourism; and Amadeus claimed market share gains in the Middle East. The lows: Hotel group Marriott said corporate and MICE business remained slow, putting downward pressure on hotel rates; and an agent training guru accused agency managers of being disinterested in training their staff. The quirky: ATN’s feature ’10 great reasons’ to use a travel agent proved a roaring success, with some agencies printing out the article for customers. The WTO said the Middle East would buck the tourism downturn trend in 2009.
Silversea’s Trudy Redfern called for more travel agent training.
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December 2009 – Arabian Travel News
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Cover story: ‘The flu factor’ investigated how H1N1 fears had adversely affected the Middle East’s outbound leisure market. The highs: The Gulf Travel & Tourism Associations Committee (GTTAC) was formed by Abu Dhabi’s ATTAC; TRS Consulting launched training courses giving agents the chance to obtain internationallyrecognised qualifications; and Sharjah reported a year-on-year boost in summer hotel occupancies. The lows: Travel agents were accused of being lazy, despite the downturn, by Scandinavian Connections’ Sonia Rashid; Dnata boss Iain Andrew admitted to a “handful of redundancies” at the firm. The quirky: AirAsia X boss Azran Osam Rani and the ADAC’s Mohammed Al Bulooki posed for the cheesiest photo shoot ever, complete with camel, UAE flag, a giant ‘AED 99’ — the price of the airline’s introductory fare from Abu Dhabi to Kuala Lumpur — and two pretty ladies.
Cover story: ATN’s first every salary survey revealed that agents across the region were ‘Overworked and Underpaid’. The highs: Al Rostamani celebrated its 30th birthday; agent associations urged support for GTTAC; Sri Lanka declared a safe place to visit; and Emirates Holidays decided to re-think its training policy after ATN’s mystery shopping exercise revealed gaps in the service provided by its frontline staff. The lows: Bahrain International Circuit boss Martin Whitaker said more needed to be done to promote the destination to the world; UK wholesaler revealed Swine Flu impact on summer sales; and Kanoo Travel lost Amex leisure franchise deal in KSA to Al Mousim Travel. The quirky: ATN investigated the abuse of the agent familiarisation trip questioning both agents and suppliATN investigated ers about who was to the abuse of the blame for this heiagent fam trip. nous crime.
AirAsia X and Abu Dhabi get all the information they need in one shot.
Cover story: ATN’s Power 50 list is revealed — the first ever listing of the Middle East travel and tourism industry’s most influential players. The highs: Dnata celebrated 50 years in business and announced joint-venture and consolidation plans; ITP seeks new TMC partners in the Middle East; GSM signed up Al Rostamani; and Reed Travel Exhibitions said the 2010 installment of ATM was already 50% contracted. The lows: Agents said the GDS was no good for making hotel and car rental bookings, while the GDS providers accused agents of being too obsessed with price, rather than providing value and good service. The quirky: Oman Air RTE said ATM 2010 unveiled the poshest loo in was already 50% the sky complete, with bidet contracted. and custom-made flooring.
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Arabian Travel News – December 2009
Cover story: ATN unveiled the ‘Top 10 hotels’ opening in 2010 that travel agents should know about. The highs: Business Travel Show said corporate travel trade cautiously optimistic about prospects in 2010; Emirates said Dubai’s strength as a hub would ensure its continued success despite economic conditions; and Middle East travel companies took home the most World Travel Awards at November’s event. The lows: Established hoteliers warned that Dubai could face an over supply of hotels in 2010;; Meetings g The ‘Funemployment’ Industry guru Frederic Bardin high in sa said id h ig gh trend was reported in Dubai room rates meant the e emirate was miira m r tte e w ass the US. an uncompetitive destination; and on on; n; an nd both both bo t Emirates and Lufthansa reported ed a so ssoftening oft f en ft nin ng off financial results. The quirky: A global travel tr trends rends en ndss rreport epor ep ort by y Euromonitor International revealed new re ev ve ealled d a n ew w ‘Funemployment’ trend in the whereby he e US US wh w wher her ereb reby eby eb the unemployed were taking tthe opportunity he h eo ppor pp ortu uni nity y to travel the world while they w were out work. e e ou er ut off w ork or k.. The report revealed that many ny savvy sa avv vvy vy travel trav tr trav vell firms were marketing discounted ted te ed travel deals to this new demographic. All they needed to show was proof of being made e redundant to be eligible for the he e discount (see pages 8-12).
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REGIONAL NEWS
Hotel top 10
THE 10 HOTEL OPENINGS IN MENA FOR 2010 THAT YOU SHOULD KNOW ABOUT
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Arabian Travel News – December 2009
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REGIONAL NEWS
Hotel top 10
Hotel Missoni Kuwait is one of the first ‘designer’ hotels in the region.
THE ROYAL AMWAJ RESORT & SPA
HOTEL MISSONI KUWAIT Operated by: Rezidor Group Opening date: Q2 2010 Location: Symphony Centre, Arabian Gulf Street, Kuwait City USP: Designer hotel Accommodation: 169 rooms and suites, all of which boast views of the Arabian Gulf What you need to know: This is the first lifestyle boutique hotel in Kuwait and along with Dubai’s Armani Hotel, marks a new era for ‘designer’ hotels in the Middle East. All interiors are designed by Rosita Missoni — a palette of gold, turquoise and beige adorns the 106 rooms with linens chosen from the Missoni home range. The 63 suites include the 312m² Presidential Suite with a 90m² outside terrace. Missoni Kuwait will offer an all-inclusive pricing concept (à la carte breakfast, room service, mini bar, newspaper, laundry, limousine airport pick up and drop off) and is located in the Symphony building, which has a luxury boutique shopping mall. F&B concepts including Italian family-style Cucina, are overseen by celebrity chef Giorgio Locatelli and the spa is operated by Bangkokbased Six Senses. Contact: Call +965 99991357; email info@hotelmissoni.com; visit www.hotelmissoni.com
Armani Hotel Dubai will be located in the world’s tallest building.
Operated by: Mövenpick Hotels & Resorts Opening date: H2, 2010 Location: The Palm Jumeirah, Dubai USP: Over-water villas Accommodation: 293 rooms and villas What you need to know: This property is one of four new Mövenpick properties opening in Dubai next year, two of which will be on The Palm (the other being Oceana). The resort’s unique selling point is that it’s the first hotel in Dubai to boast over-water villas — there will be 18 in total. There are also 15 beach pool villas. The Royal Amwaj will be located on the crescent on The Palm and feature 2km of temperature-controlled natural swimming lagoons. Additional assets include a spa with 25 treatment rooms and six F&B outlets including Phed, serving cuisine from Thailand, Myanmar, Indonesia and Vietnam. Contact: Call +971 4 428 1570; fax +971 4 428 1571; visit www.moevenpickhotels.com The Royal Amwaj will be the first Dubai hotel to boast over-water villas.
ARMANI HOTEL DUBAI
Operated by: Emaar Hotels & Resorts Opening date: H1 2010 Location: The Burj Dubai USP: Located in the world’s tallest building Accommodation: Occupying the concourse level to level eight and levels 38 and 39 of the iconic tower, the Armani Hotel Dubai will have a dedicated entrance and comprise 160 Armani-designed rooms. What you need to know: The Armani Hotel Dubai will bring many firsts to the Middle East including the region’s first Rooms at Armani Hotel Dubai will be unmistakably Armani/Privé — a hip and upmarket night club and the world’s ‘Armani-esque’. first in-hotel Armani/Spa. The hotel will also be home to the Armani/Dolci chocolates and sweets store, an Armani/Fiori (floral shop) and an Armani/Galleria. The hotel’s food and beverage offering will span Japanese, Indian, Mediterranean and of course, Italian cuisine. In addition, a specialised events service, Armani/Events, will boast 30,000ft² of conference and banqueting facilities — Armani/Ballroom; the Armani/Pavilion, a spacious outdoor area for up to 350 guests; and multi-function meeting rooms and lounges.
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December 2009 – Arabian Travel News
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Hotel top 10
SOFITEL DUBAI JUMEIRAH BEACH Operated by: Accor Hospitality Opening date: Early 2010 Location: Jumeirah Beach Residence, Marina Walk, Dubai USP: First re-branded luxury Sofitel property in the region Accommodation: 438 guest rooms including 27 Sofitel suites, 12 Prestige suites and one Imperial Suite. What you need to know: Accor claims that this property “combines contemporary luxury with the French ‘art de vivre’”, boasting an “exceptional venue” and offering “the ultimate service”. The brochure promoting Sofitel Dubai says the hotel brand’s original concept of “inspired meetings” extends across an entire floor exclusively dedicated to business clientele featuring five meeting rooms (capacity up to 450 people) and the latest hightech equipment. For leisure there is the overflow pool that plunges from the terrace into the Persian Gulf, plus two restaurants and three bars. There is also a butler service for suites and club rooms and a 24-hour concierge. Contact: Call +971 (0)4 399 4662; visit www.sofiThe Sofitel Dubai Jumeirah Beach is business focussed. tel.com
ROCCO FORTE IN ABU DHABI Operated by: UK-based Rocco Forte Collection Opening date: Mid-2010 Location: The hotel is located in the “new commercial centre of Abu Dhabi” USP: First Rocco Forte Collection hotel for the region Accommodation: 281 rooms and suites. Rooms will be decorated in shades of green, yellow and terracotta with artwork from local artists and there will also be two 290m² presidential suites. What you need to know: The property will be housed in a 12-floor curved structure with design highlights including a Sky Bar, suspended on the fifth floor of a 10-storey atrium. Forte has partnered with renowned British chef Mark Hix, of The Ivy and Le Caprice fame, who will consult on the all-day dining restaurant and Italian Michelin-starred chef Fulvio Pierangelini will advise on an à la carte Italian restaurant. Additional facilities include a 2000m² spa, 25-metre outdoor pool, a dedicated meetings entrance, seven meeting rooms and a 500-person capacity ballroom. Contact: Visit www.roccofortecollection.com The Rocco Forte Collection property will be housed in a 12-floor curved structure.
The Makkah Clock Royal Tower will boast a clock five times larger than London’s Big Ben.
THE MAKKAH CLOCK ROYAL TOWER Operated by: Fairmont Hotels & Resorts Opening date: 2010 Location: Mecca, Saudi Arabia USP: Located in one of the world’s tallest towers (76 stories and 577 metres high) boasting a 40-metre clock that is five times larger than London’s iconic Big Ben and is visible from 17kms away. Accommodation: 1005 guestrooms and suites, as well as Fairmont Gold, the company’s ‘hotel within a hotel’ concept. What you need to know: The hotel is the focal point of the iconic Abraj Al Bait Complex, which is part of the King Abdul Aziz Endowment Project whose mandate is to upgrade the precincts of the Two Holy Mosques. The complex includes seven towers with a total floor space equal to 15.6 million square feet and adjacent to the Masjid al Haram, the holiest site in Islam. The abovementioned Makkah Clock — the focal point of the hotel — will announce daily prayers to the Muslim world, while the hotels 76 glass elevators will conveniently transfer passengers to the holy sites. Contact: Call +966 2 603 0062; email makkah@fairmont.com
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Arabian Travel News – December 2009
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Hotel top 10
ROSE RAYHAAN Operated by: Rotana Hotels & Resorts Opening date date: December 2009/January 2010 Location: Sheikh Zayed Road, Dubai Locatio USP: The world’s tallest hotel tower USP:T Accommodation: 481 rooms, suites and Accom penthouses each with their own kitchpen enette and high-speed internet conen nection. Most will boast views of n Sheikh Zayed Road and beyond. What you need to know: The soaring 72-floor tower structure is 333-metres high and is close to the Dubai World Trade Centre and Dubai Mall. Rose Rayhaan by Rotana is the second property to open under Rotana’s brand Rayhaan Hotels & Resorts by Rotana and is an alcohol-free property in respect for the culture and beliefs of its guests. General manager Daniel Mathew says Rose Rayhaan by Rotana will boast a “wide choice of food and beverage venues, the most up to date technology in its eight meeting rooms, all offering business facilities with natural light”, as well as a “state-of-the-art fitness centre”, outdoor swimming pool and sauna and steam rooms. Contact: Call +971 2 699 4444; fax +971 2 644 1412; visit www.rotana. com The Rose Rayhaan will occupy the world’s tallest hotel tower.
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Banyan Tree Al Wadi is the group’s second resort in the Middle East.
BANYAN TREE AL WADI Operated by: Banyan Tree Hotels and Resorts Opening date: Q1 2010 Location: Wadi Khadeja, Ras Al Khaimah — a protected enclave of the sturdy, evergreen ghaf tree. USP: First luxury desert resort with an all-pool villa concept in RAK Accommodation: 70 Pool Villas and 31 Tented Pool Villas, all boasting a tranquil view of the desert oasis. What you need to know: Banyan Tree Al Wadi is the group’s second resort in the Middle East, following Banyan Tree Al Areen in Bahrain. It’s the first luxury desert resort in RAK to offer an all-pool villa concept, complete with Asian-inspired hydrotherapy spa facilities, a private beach club, as well as a dedicated nature reserve within the resort grounds. The Banyan Tree Spa has 10 treatment pavilions, complemented by a hydrothermal circuit with a hammam and vitality pool. Additional features include a banquet hall that can seat up to 120 people; two seminar rooms; five F&B venues; and activities such as falconry, camel riding, wadi safaris, or dhow cruise. The nature reserve spans 100 hectares where local desert wildlife such as Arabian gazelles and oryxes roam. Located within a 20-minute car ride from the resort, the Beach Club offers a selection of recreational activities like water-skiing and sailing. Contact: Call +65 6849 5888; fax +65 6462 2463; email corporate@banyantree.com
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REGIONAL NEWS
Hotel top 10
RAFFLES MAKKAH PALACE Operated by: Raffles Hotels and Resorts Opening date: April 2010 Location: Mecca, Saudi Arabia USP: A top-end hotel within three minutes’ walk from the Al Masjid Al Haram, offering residents convenient access to the Grand Mosque Accommodation: 211 suites What you need to know: With an average of three staff for every suite, complemented with round-the-clock butler service, residents at Raffles Makkah Palace can expect to receive high standards of service. F&B options include the Tea Lounge in the lobby boasting a tea and coffee sommelier; the Raffles Creamery serving ice-cream prepared on a cold ‘teppanyaki’ stone; the Levantine Restaurant serving Eastern Mediterranean fare; while the all-day dining restaurant will be a chocolate room where chefs will prepare pralines and truffles, customised to suit each patron’s preference. Additional facilities include separate male and female fitness centres, a beauty parlour and grooming salons, the Raffles Amrita Spa, as well as access to an adjoining retail mall — the hotel is part of the Abraj Al-Bait Towers, which also offers a large prayer room for thousands and a museum dedicated to showcasing Islamic history and culture. This property has well located Millions of pilgirms flock to high-speed elevators throughout Mecca in Saudi Arabia each year. the property that provide ease of access to the Grand Mosque during the five daily prayer periods. Contact: Call +966 2 614 0456; email makkah@raffles.com; visit www.raffles.com The Tea Lounge in Raffles Makkah Palace lobby.
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Arabian Travel News – December 2009
Royal Mansour, Marrakech will comprise an array of opulent riads.
ROYAL MANSOUR Opening date: Early 2010 Location: Marrakech, Morocco USP: The hotel’s operating company once told ATN this property would be fit for a king and the most expensive property in the Middle East in terms of room rates. The hotel comprises several luxurious riads. Accommodation: 53 riads linked by a series of underground tunnels — a labyrinth if you will. What you need to know: Located in 3.5 hectares of gardens, Royal Mansour is designed in the style of a traditional medina, with each riad ranging in size from one to four bedrooms. Each boasts a private courtyard with fountains and plunge pools and the larger ones have galleries and dining rooms with bars. In addition, all riads have a roof terrace offering breathtaking views of the city or the Atlas Mountains. Riad services offered include a 24-hour butler. The design of this property is unique in that the tunnels linking each riad are accessed by staff only thus guaranteeing the utmost privacy, discretion and seclusion for guests, ensuring even the most high-profile customers can stay here without being seen. There is a restaurant and spa arranged around the main building, which houses the reception, dining bar, lounges and library. F&B wise, three-star Michelin chef Yannick Alleno will oversee the two main restaurants offering traditional Moroccan and gourmet cuisine. However, if guests prefer, they may dine in the privacy of their riad, either inside or under a starlit sky on their roof terrace Contact: Call +212 (0)5 24 37 83 39; fax +212 (0)5 24 38 38 79; visit www. royalmansour.ma
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REGIONAL NEWS
Hotel top 10
Also opening in 2010…
Centro Barsha will target budget-conscious clients.
• Sofitel Bahrain: Will boast the “first fully-fledged Thalassa Spa” in the GCC, according to Accor Hospitality Middle East managing director Christophe Landais. The 262-room property is due to open in June 2010 and the spa will span more then 2000m² with 14 treatment rooms. • The Palazzo Versace Resort: This designer hotel will be situated by Dubai Creek and will boast 213 rooms and suites, 169 luxury villas, restaurants, a spa, meeting rooms, a Versace boutique, indoor swimming pool, and scuba lagoon all designed by Versace. • Ottoman Palace by Rixos: Another Palm Jumeirah property offering 410 luxury rooms, suites and villas alongside 19 dining outlets and a spa featuring the world’s largest Turkish Bath. • The Conrad Hotel Dubai: Will offer 550 luxury guest and executive floor rooms and suites, 30 meeting rooms, two ballrooms, three restaurants and bars, a spa and health club. • The Ritz-Carlton Hotel Company will open its
second Dubai property in 2010, located at Dubai International Financial Centre and designed for the luxury business traveller featuring 124 serviced residences. • One&Only The Palm, Dubai: comprising the three-level manor house with 30 rooms and five suites; six low-rise mansions with 36 rooms and 22 suites, many with private pools, as well as four private beach villas. Highlights include a 1200m² One&Only Spa and a private marina. • Centro Barsha: The first property under Rotana’s Centro brand will open in Barsha, Dubai next year. Centro is a concept developed for a new generation of budget-conscious business travellers offering “a simplified hotel service”. The property will feature 245 bedrooms and suites.
Welcome to the heart of the city
Zayed the 1st Street, adjacent to Madinat Zayed Shopping Center
www.hoteliermiddleeast.com/travel
P.O. Box 72898 / Abu Dhabi / UAE tel. 00971 2 6520000 / fax. 00971 2 6520001
www.cristalhotelsandresorts.com
December 2009 – Arabian Travel News
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REGIONAL NEWS
Agent action MIME NEWS
New recruit ATN talks to Scandinavian Airlines’ (SAS’s) new man in the UAE, general manager for the country, Albert Henschel ATN: What is your travel industry background? I started as a sales representative at Scandinavian Airlines (SAS)-owned Swedish travel agency Nyman and Schultz back in 1975 with business and group travel as the main target groups. In 1979 I moved to the SASowned tour operator Globetrotter selling intercontinental tour packages through travel agencies across Sweden. I started my career at SAS in 1983 as head of the downtown ticket office in Stockholm and later went on to become a business con-
troller. I spent five years in the route network planning department and one year in the product development department. Between 2000 and 2004 I was SAS district sales manager in St Petersburg, Russia and for the last five years I have been working in product development, in electronic ticketing and travel pass solutions. ATN: What are your main responsibilities in this role? I am responsible for the sales and marketing of SAS in the UAE. By increasing the awareness of SAS and
The biggest challenge is that one day is limited to only 24 hours ” through close cooperation with travel agencies, I expect SAS to perform well in our winter operation.
my previous experiences and the strong feeling I have for the very special and unique quality values of SAS.
ATN: What do you hope to bring to this role? I hope to be a good ambassador for my company by using
ATN: How will you further promote Scandinavian Airways in the Middle East? I will promote SAS by using
our good relations with agencies and by making sure we always have attractive and competitive prices for both private and business travel to Scandinavia and northern Europe. ATN: What will be the biggest challenges facing you in the new role? Since I am the only representative for SAS in this country, the biggest challenge is that one day is limited to only 24 hours. That makes it difficult for me to enjoy this lovely place to the extent I would like to.
Checkin’ in/checkin’ out SELLING SIX SENSES Six Senses Hideaway Zighy Bay has appointed Demeiter Vaubell as director of sales and marketing. Vaubell boasts more than 20 years of hospitality experience and has worked for several international hotel chains including Hyatt International, Hilton Hotels, Carlson Hotels and Anantara Resorts and Spas. Vaubell was previously with Anantara Resorts and Spas where she held the position of director of international sales.
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HAMDANI MOVES TO RAMADA Ramada Hotel and Suites Ajman has announced the appointment of Iftikhar Hamdani as its new director of sales and marketing. Hamdani brings to the role hospitality industry experience spanning more than 15 years having started his career with Pearl Continental Hotels, a leading five-star chain of hotels in Pakistan. Since moving to the UAE in 1999 he has spent nearly a decade with Coral Hotels. Hamdani said his priority for the coming year would be to focus on developing an aggressive marketing campaign to build up brand awareness in the region.”
Arabian Travel News – December 2009
EXPANSION AT HILTON Hilton Worldwide has added five new members to its Middle East and Africa corporate team. The five senior managerial appointments to the Middle East and Africa (MEA) department is part of Hilton’s plans to strengthen its regional Dubaibased team, with several design and development plans in the pipeline. In addition, joining the design and construction team and the technical services team is Marc Descrozaille, who has been appointed senior director of brand performance support. His role will see him focus on the brand’s performance in terms of quality, concept definition, distribution channels and marketing tools for all Hiltons in the region.
NOT SO BLU FOR MEHIRI The Radisson Blu Residence, Dubai Marina has appointed Walid Mehiri as its new director of sales and marketing. Mehiri’s new role will see him attempt to drive more business through the travel trade. His tourism industry experience spans 14 years working for four- and five-star hotels.
SEEIN DOUBLE SEEING AT OB OBEROI The O Oberoi Group has an announced two m major sales and marketing appointments with Alistair
Ballantine appointed as essenior vice president for sales and marketing for The Americas and Justin Purves taking the role of director of sales, leisure, for Europe. Both Ballantine and Purves will be responsible for promoting the group’s current and future portfolio of hotels, resorts and cruisers under the Oberoi and Trident brands. Ballantine will be based at Oberoi’s New York office and will focus on building a sales team covering both the leisure and business segments. Purves, based in London will focus on Oberoi’s leisure hotels, resorts and cruisers.
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REGIONAL NEWS
Agent action Interview
Meet the agent… Baz Tours and Cargo commercial manager Asim Shahzad discusses the current challenges facing Kuwait’s travel market and why he loves Austria
Tough talk Name: Asim Shahzad Age: 39 Title: Commercial manager Agency: Baz Tour and Cargo, Kuwait Number of years at the agency: 16 years Number of years in the industry: 16 years Ambition: To achieve a level where I can offer personal business or at least get to a position where I can plan and implement
ATN: What are the biggest challenges facing your travel agency right now? The biggest challenge at the moment is managing our finances. The business is there, but the problem lies in collection [of money owed by clients]; the weekly BSP has made it even harder to have complete control over our business. ATN: What has been the impact of the economic
Chit chat ATN: What do you like about your job? The best thing in my job, which I personally like, is that you work and are in touch with so many different types of people. ATN: What don’t you like about your job? It’s really time consuming and sometimes it’s difficult to find time to spend with my family. ATN: What’s the best deal you’ve ever done? The best was when I sold a residence in Austria that gave me a profit margin more than the actual cost
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slowdown on sales at your travel agency in the past 12 months? Generally it has affected the amount of business in the market. The number of walk-in customers has fallen, but for us this has not made too big a difference when compared to last year, because most of our business is corporate and that has kept on coming this year. ATN: What impact has Swine Flu had on sales in Kuwait in 2009? In my experience it remains a rumour [that it has impacted travel]. Any-
body who had to travel travelled; anyone who was not serious on travelling used it as an excuse. ATN: What is the outlook for your agency in 2010? We are planning for and expecting to do some very good business next year, especially in terms of corporate business travel. ATN: Do you have any travel agency news to share with us? We are constructing our own resort in Egypt called Baz Marina, from which we are expecting to generate a lot of business.
Austria has always been my dream place ”
of the accommodation. The client was in desperate need of the accommodation and he was so excited to get it that he became a regular customer of mine. ATN: Where do you like to go on holiday and why? Austria has always been my dream place — it is naturally a beautiful and refreshing place and the people there are so friendly that I always wish to be there.
World Heritage Site Hallstatt, a village in Austria — the destination agent Asim Shahzad dreams to visit.
December 2009 – Arabian Travel News
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REGIONAL NEWS
Agent action
Dubai travel trade celebrates Diwali in style Around 150 agents gathered at Hotel Marco Polo in October thanks to Latitude Travel Club
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1 Fusion Marketing’s Shaikh Ramatullah (middle) sports festive red headwear in celebration of Diwali.
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2 BDC Travel boss Sumit Acharya (right). 3 Left-right: Cruise Master Middle East’s Ashok Kumar and Alamo’s Bibbs D’Souza — both Latitude Travel Club organisers — get into the swing of things.
ATN’s travel agent of the month Al Tayer Travel’s outbound tours manager, Asif Hussain Star agent: Asif Hussain Position: Outbound tours manager Age: 43 Nationality: Indian Time in travel industry: 22 years Time at Trans World: 15 years Ambition: “To always try to keep things as simple as possible.” Nominated by: The Travel Collection owner Jacqueline Campbell Campbell says: “Hussain is very professional, especially in his manner of meeting with visiting hoteliers. He is always keen to learn more and shares his knowledge with his colleagues.”
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ATN: How important is it for travel agents to meet with hoteliers in your opinion? Hoteliers are the ambassadors of hotels and cities and their knowledge can help you distinguish exactly who your clients should be. Networking with hoteliers and developing these relationships plays a very important role in getting your client the added value they expect. When you deliver that added value, you create that wow factor and clients will remain loyal to you for a long time to come. ATN: What would you say is your favourite destination to sell and why? My favourite destination is the US. It has everything a client could ask for; it is by far one of the most complex and challenging destinations to sell, but it is long haul, so people visit this place for longer periods, resulting in higher spend and, in the end, good revenues. It isn’t a run-of-the-mill destination.
Arabian Travel News – December 2009
ATN:What is your ambition? To design a modern rn curriculum with an emphahasis on selling rather her than order taking. g. It would be pay-back to an industry that has given “I want to design a me more than modern curriculum I could have for this fabulous dreamed of. industry.”
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
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