Arabian Travel News by ITP Business Publishing

April 2009 Issue 4 Vol. 4

BY-LAW FURORE

Dubai travel trade warned to comply or face the music

OFFLINE RESURGENCE? Opinions divided over bricks-and-mortar comeback claims

BAILING OUT

SMALL AGENCIES LOOK TO THROW IN THE TOWEL AS ECONOMIC PRESSURES MOUNT

Contents

ArabianTravel

News and analysis for Middle East travel agents and tour operators

Contents

NEWS

April 2009 Issue 4 vol. 4

Registered at Dubai Media City PO Box 500024, Dubai, UAE Tel: 00 971 4 210 8000 Fax: 00 971 4 210 8080 Web: www.itp.com Offices in Dubai & London ITP Business Publishing CEO Walid Akawi Managing Director Neil Davies Deputy Managing Director Matthew Southwell Editorial Director David Ingham Publishing Director Diarmuid O’Malley

Regional news

News analysis

Interview

Luxury

Spa and relaxation

Touring Oz

PRODUCTION & DISTRIBUTION

A guide to selling more than the Gold Coast to Arabic youngsters feeling adventurous.

Group Production Manager Kyle Smith Production Manager Eleanor Zwanepoel Production Coordinator Sophia White Distribution Manager Karima Ashwell Distribution Executive Nada Al Alami

Training Ireland

Agent interview

Agents raises concern at DTTAG AGM; Intra-regional travel boom; prizes at ATM.

EDITORIAL Senior Group Editor Gemma Greenwood Tel: +971 4 435 6262 email: gemma.greenwood@itp.com Editor Jamie Knights Tel: +971 4 435 6267 email: jamie.knights@itp.com Assistant Editor Louise Birchall Tel: +971 4 435 6272 email: louise.birchall@itp.com Assistant Editor Laura Warne Tel: +971 4 435 6261 email: laura.warne@itp.com

ATN finds out why travel agencies are looking to be bought out by larger rivals.

Oman Air’s CEO Peter Hill discusses a busy year and the importance of the travel trade.

ADVERTISING Key Account Manager Natalie Sabel Tel: +971 4435 6842 email: natalie.sabel@itp.com

A look at what ‘barefoot luxury’ means and whether it can survive the global downturn.

STUDIO Group Art Editor Dan Prescott Designer Angela Ravi PHOTOGRAPHY Director of Photography Sevag Davidian Chief Photographer Nemanja Seslija Senior Photographer Valeriano Handumon, Alan Desiderio, Efraim Evidor, Khatuna Khutsishvili Staff Photographers Khaled Termanini, Thanos Lazopoulos, John Pocock, George Dipin, Samin Abarqoi, Leila Cranswick, Rajesh Raghav, Ruel Pableo, Louis Savage

How the spa revolution can ease client tension and your financial strains.

Top tips on how to sell the Emerald Isle and create a bespoke trip for your clients.

CIRCULATION Head of Circulation & Database Gaurav Gulati MARKETING

Yemen-based travel agent provides insight into the country’s travel industry.

Head of Marketing Daniel Fewtrell ITP DIGITAL Director Peter Conmy ITP GROUP Chairman Andrew Neil Managing Director Robert Serafin Finance Director Toby Jay Spencer-Davies Board of Directors K.M. Jamieson, Mike Bayman, Walid Akawi, Neil Davies, Rob Corder, Mary Serafin Circulation Customer Service Tel: +971 4 286 8559 Certain images in this issue are available for purchase. Please contact itpimages@itp.com for further details or visit www.itpimages.com.

41 29

TRAVELPORT SPECIAL SUPPLEMENT Travelport GDS sets the record straight on customer/supplier wins in the Middle East.

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April 2009 – Arabian Travel News

News

Agents voice concerns at DTTAG AGM Agents say adhering to service charge standards and Bylaw Six are current challenges ISSUE Adhering to service charge recommendations and the government’s compulsory Bylaw Six are the current issues concerning Dubai’s travel agent community. That was the consensus at last month’s Dubai Travel and Tour Agents Group (DTTAG) Annual General Meeting at Emirates Training College. DTTAG president Iain Andrew told participants that members were not sticking to the group’s recommendations for service charges. He said some members were adhering to the charges but added: “We’re still being undermined by various

DTTAG president Iain Andrew warned agents to adhere to Bylaw Six.

agents and probably always will be.” Andrew also stressed that agents must comply with Bylaw Six as Dubai Municipality had started to enforce it very harshly. The strain on agents to become IATA registered was also evident at the meeting. “Agents need to register by October, but many cannot afford to become IATA agencies,” said DTTAG manager Leo Fewtrell. The meeting was the first DTTAG AGM to be open to members only. “We thought it was important that only members were here so they receive a return on their investment,” said

Andrew. He noted that DTTAG membership had grown to almost 300 agencies and that the organisation would use funds generated from membership to invest in more training courses for agents. Fewtrell said DTTAG had tried to keep membership fees low, which meant cutting the annual company audit. Current fees are AED 2000 (US $545) for firms with an annual turnover up to AED 50 million ($13.6 million); AED 5000 ($1361) for those with a turnover between AED 50-100 million ($13.627.3 million); and AED 10,000 ($2722) for those with AED 100 million ($27.3 million) turnover or more.

Short-stay intra-regional travel boom TRENDS More than half of agency business is currently generated from people travelling within the GCC countries, according to wholesaler Gullivers Travels Associates (GTA). “We’re seeing that travellers from Kuwait are coming to the UAE, UAE nationals are travelling to Oman and people from Saudi Arabia are going to Bahrain,” said GTA senior director Middle East & Africa Ossama Wagdi. Wagdi added that it was important for agents, hotels, suppliers and governments to target the regional markets, as previously strong inbound markets such as Europe had dropped by around 50%. Furthermore, he added that the mentality of people in the Gulf region was to keep travelling. “People here have been watching the market for

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2 Intra-regional travel remains strong according to GTA senior director Middle East & Africa Ossama Wagdi. some time and a lot of them are now finding that it isn’t quite as bad as they expected. They do have some spare cash and will continue to travel,” said Wagdi. Saudi Arabia based agency ITL Holidays has noticed an

increase in intra-regional according to travel manager Ayisha Lara. “People here don’t want to spend a lot of money so they are increasingly travelling within the GCC countries; we have seen a large demand for

the UAE, Istanbul, Beirut and Oman, she said. “However, they will only spend two or three nights in these places.” In order to cater to this demand, ITL Holidays had introduced more short-break Gulf packages, Lara added.

The record number of times in space for a tourist. Billionaire Charles Simonyi paid US $60 million for both trips.

April 2009 – Arabian Travel News

04 News

NEWS BRIEFS

Philippines lure region’s tourists Visitor growth from region second only to Russia in holiday market

MARHABA DEAL Dubai’s airport meetand-greet service Marhaba has partnered with Jordan-based travel management company Refadah. The deal will allow Jordanian and Algerian customers to book the Marhaba service at Dubai International Airport in advance through Refadah.

FLYBE HOME Travelport GDS has signed a full-content agreement with Europe’s largest regional carrier Flybe. The deal will give Travelport GDS-connected travel agents worldwide access to the airline’s fares and inventory, including its lowest web-only fares.

RJ TO BRUSSELS Royal Jordanian airline will inaugurate its service between Amman and Belgian capital, Brussels, from April 1. The route will be served twice a week on Saturdays and Wednesdays, using the A319.

DESTINATION Middle Eastern tourists are among a growing market of people outside Southeast Asia who are discovering the Philippines as an attractive holiday destination. Hotel investment specialist Asset Property Brokers director John Scott said that the Philippine’s combination of “natural beauty, friendly culture and highly competitive costs” was leading to the interest. “But this success has led to a shortage of high quality accommodation in the region,” Scott added. “To address this, the government has embarked on measures to increase overseas investment in the hotel industry, including investor tax breaks in its tourism economic zones.” During 2008, the number of visitors from the UAE grew by 29% to a total of 10,931, the second highest increase after Russia. Saudi Arabian-based ITL Tours & Travel vice president Rajeev Nambiar said the Philippines was definitely a new market and the company had already secured a partner based in

Travel agencies have already witnessed a strong interest in the Philippines as a holiday destination. the Philippines for ground handling purposes. “We think we can create a new segment of holiday makers to this tourism nation,” he said. “New markets are always in demand and hence we see a potential in the Philippines that can offer anything that their neighbors in Far East can offer, right from beaches, to mountains, waterfalls, hot water springs and shopping.” Nambiar said it was

important to create interest with good marketing, excellent connectivity to the Philippines, good infrastructure and awareness, adding “if marketed well, we are confident of its success”. Fusion executive director Nicki Page said the company had been brought in by the Philippines Department of Tourism to deal with trade and media familiarisation. “The Philippines is looking to reposition itself and extend its image in the Mid-

dle East,” she said. Three travel markets Page said the Philippines was looking to target were retail, medical and MICE. The archipelago, with more than 7000 islands, is already popular with tourists from surrounding countries such as Korea, which in 2008 contributed 19% of total visitor numbers, Japan with 11%, and China providing 5%, according to figures provided by the Philippines Department of Tourism.

ROAD TO AUSTRIA More than 150 agents gathered at the Austrian National Tourism Office GCC road show at the Park Hyatt Dubai on March 26. Hotels, tour operators and regional tourism boards showcased packages tailored to the Middle East traveller, which is a key inbound market for the country.

Arabian Travel News – April 2009

Emirates rolls brochures into bumper issue BROCHURES Emirates Holidays has decided to roll four brochures into one to make a bumper edition for 2009. The tour operator said the decision was driven by customer feedback rather than to reduce costs. Both agents and customers have shown a desire for

a single brochure to make research for holiday packages easier, according to an Emirates spokeswoman. “Having one brochure will also simplify our distribution process and display logistics. Just as important were the environmental considerations,” she said. “Of course, the decision, made early last year, to have

a consolidated brochure will have a favourable impact on our costs, however, this was not one of the reasons we went for the new format.” Instead of printing four brochures as it did last year (2008-2009) — Europe and the Americas, Middle East, Africa and Indian Ocean and Asia and Australasia — the tour operator has consoli-

dated its content into one giant brochure. The 450-page brochure will be officially launched on April 1 and distributed to Emirates’ holiday shops and travel agents region-wide. The operator will stage its official brochure launch for agents and consumers from May 2-4 at the InterContinental Dubai Festival City.

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News

Lucrative cruise sales untapped Lack of awareness of product in the region blamed for low numbers LEISURE TRAVEL The Middle East’s travel trade is missing out on lucrative cruise sales by failing to raise awareness of the leisure product. That’s the message from Costa Cruises, which claims that if revenue targets for the Middle East’s fledgling cruise industry of US $100 million this year are to be hit, the region’s travel industry needs to make an huge effort to promote cruising. “The main aspect of managing cruise operations out of Dubai is that the local market still has very low awareness about a cruise holiday and cannot generate the numbers needed to support and significantly contribute towards the success of these programmes,” said Costa Cruises’ director of sales and marketing for Pacific Asia operations, Dario Rustico. He stressed that at present the majority of tourists taking a Middle East cruise hailed from traditional west-

ern markets and represented the ‘fly and cruise’ demographic of cruiser. “This means the greatest majority of passengers fly to Dubai from Europe, Asia and the Americas, pressuring us to generate an entire ‘fly and cruise’ programme,” he explained. Alpha Holidays sales manager Costa Cruises UAE and GCC Francesca Mugnari said she felt that cruises were a relatively new holiday product for the market and more awareness was needed amongst both agent and consumers. “Most travel agents still don’t feel confident in selling cruises hence they are reluctant to offer this option to their clients,” she explained. “The promotion of Costa is work in progress and we are committed to working with travel agents and looking for more that want to work with us, after all, this is the fastest growing sector in the travel industry today, and the agents are sure to want capitalise on that.”

A ‘Jewel of the Emirates’ cruise on Costa Victoria can earn agents money. However, it would seem that attempts by cruise companies to educate the travel trade by running familiarisation trips is paying dividends. Saudi Arabian-based ITL Tours & Travel vice president Rajeev Nambiar said he believed there was “a huge scope to expand the Cruise market awareness in the Middle East & India and capitalise on the opportunity this segment offers”. “In fact we are one of the experts in this business and cater to cruise market

requests from India, Middle East, Europe & the Americas. ITL Tours & Travels has a sister company in the name of ITL Holidays, which manages holiday division including cruise packages,” he said. “The holiday market is diversifying well with more informed passengers who wanting do things differently or be a little more adventurous. The advantage of cruises is that you get to cover a couple of cities, in some cases more, while enjoying your journey.”

ATM tourism summit postponed until 2010 ATM Reed Travel Exhibitions (RTE) has cancelled the Gulf Tourism Summit that was due to take place on day one of this year’s Arabian Travel Market (ATM). The inaugural event — a “high-level” tourism summit involving the region’s tourism ministers — was due to be staged following the opening ceremony of ATM, which this year takes place from May 5-8 at the Dubai World Trade Centre (DWTC).

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RTE group exhibitions director Mark Walsh said the event had been postponed to ATM 2010 due to “a number of logistical and project issues beyond our control”. “We are dedicated to ensuring the 2010 Summit is a critical platform and high-level forum for Gulf countries to promote their tourism strategies, areas of excellence and achievements, discuss growth trends, and explore future opportunities to an international audience of ministers,

travel professionals, press and TV,” he said. “We remain committed to ensuring that Arabian Travel Market 2009, with its enhanced offerings and other new initiatives, is our most informative and business friendly show to date.” Highlights of this year’s show include Travel Agents’ Day, sponsored by the region’s leading travel trade title, Arabian Travel News, which will take place on day three of ATM (Thursday May 7) and involve training work-

shops, topical seminars, as well as the Travel Agent Passport scheme. Agents can collect a passport with their copy of the May issue of ATN, available at the show and are then invited to visit the stands of all participating travel product and service providers who will stamp their passport. Once their passports are full, they hand them in at the ITP Business Publishing or ATN stand to be entered into a prize draw with five major prizes to be won.

ABU DHABI UPDATE Abu Dhabi International Airport witnessed two major events last month — the opening of Terminal 3 and the inaugural Bahrain Air flight landing on its tarmac at Terminal 1. Abu Dhabi’s national carrier, Etihad Airways, has now transferred most of its flights from Terminal 1 to Terminal 3 and flies to 31 destinations from the brand new facility. Only a handful of destinations, including New York and Cairo, will continue to be served from T1. Meanwhile, low-cost carrier (LCC) Bahrain Air now operates nine flights per week from Bahrain to Abu Dhabi “Flying to the capital of the UAE is an important new development and it will prove a popular destination of interest for leisure and business travellers,” Bahrain Air managing director Ibrahim Abdulla Al Hamer told ATN. He said despite the current rebranding exercise that rival airline Gulf Air had recently started, Bahrain Air planned to maintain its low-cost model. “We do try to offer a better price, but this is related to our low-cost service. Gulf Air is a very well established airline, so we do not try to compete,” he said. “We plan to stay low-cost, although our premium class remains consistently busy.”

April 2009 – Arabian Travel News

06 News

Qatar eases visa pain for cruise guests Easy access in keeping with plan to increase length of stay of travellers by 48 hours VISAS Qatari tourism authorities have overhauled the visa process for cruise visitors in a bid to increase tourism figures and revenue. The Qatar Tourism and Exhibitions Authority (QTEA) said it was looking to increase the number of visitors to Qatar in the next five years by 20%. According to QTEA chairman Ahmed Al Nuaimi, a revamp of the visa system for cruise guests was a positive step in achieving this figure. “Rather than wasting the time they have to discover the country by waiting at immigration, travellers arriving to Qatar by cruise can now directly start their visit as soon as they are on the ground,” he told ATN. The visa process has been eased by using manifests of passports, rather than copies,

allowing Qatari authorities to process all visas between four to seven working days before the ship’s arrival in Qatar. Al Nuaimi said it was then a case of passengers disembarking and enjoying their stay immediately. “We enhance the arrival experience by welcoming passengers at the port with a display of the Qatari cultural heritage, according to our traditional hospitality,” he said. A further aim of the QTEA was to increase the length of stay of travellers to Qatar by 48 hours, but Al Nuaimi urged that the focus wasn’t on mass tourism, but a “specific niche within the market”. “Catering to every tourism demographic would force us to lose our identity so we have built our infrastructure to support a very specific demographic, namely busi-

Qatari authorities hope that easing the visa process will help to boost the average length of stay. ness focused tourism and high-end leisure tourism,” he explained. Gaining a reputation as a progressive business hub, the majority of visitors are still business travellers, however, Al Nuaimi said there was

a desire to attract “more highend travellers”. “Qatar offers an upscale world of leisure and cultural attractions, and QTEA is promoting all these achievements in a unique strategy to target travellers to stay 48

hours more than their initial scheduled time,” he said. Al Nuaimi said the Qatari cruise experience was to be improved further with the establishment of a visa that would be valid both for Qatar and Oman.

Hotels told to adjust to last-minute booking trend TRENDS Advanced booking sales are dwindling, with budgetconscious guests holding out for cheaper last-minute deals, according to one of the region’s largest hotel groups, Starwood Hotels. Regional director of sales and marketing, Ahmed Baki, told ATN that website hits were increasing as clients looked to score the best bargains on the market. “Airlines are doing great packages with the hotels and most of the destination companies are throwing in a lot of freebies with their deals at the moment,” he said. “All of these factors are mak-

Arabian Travel News – April 2009

Starwood Hotels’ regional director of sales and marketing Ahmed Baki. ing the industry more competitive,” he added. One casualty of the new booking patterns was GDS sales, according to Baki. “I wouldn’t say GDS is fad-

ing away, but I would say it is getting less important every day,” he explained. “Web is absolutely leading the market; we have seen growth of about 30% year on

year [for web bookings] over the past five or six years.” While acknowledging GDS was still a strong distribution channel “that many people depend on”, Baki said techsavvy customers were increasingly comfortable doing their own research online. “I think what’s happening today is that blogs and websites can give customers a real insight into a hotel; not from the perspective of a hotel associate, but actually from a visitor who has stayed there. “You get a certain level of trust and confidence to book online,” he said. Baki added that bookings for short-stays were increasing, with many travellers trimming down their trips.

He noted that emerging destinations, particularly in Asia, were competing for source markets that normally fed into Starwood’s Middle East properties. “This part of the world used to be the number one favourite with the Russian market, but now Asian destinations have come on board, such as Thailand and Bali, that are very affordable,” said Baki. “The US market has definitely declined [as a source market] and the UK market is going down because of the devaluation of the currency.” Baki said markets such as India, China, Japan, Germany and Switzerland were still very strong source markets for the Middle East.

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08 News

SIA: we might cut costs, but not service Asia’s airlines to tackle dwindling passenger figures without compromising standards AIRLINES The 7.8% drop in international passengers carried by members of the Association of Asia Pacific Airlines (AAPA) in January is an issue that needs to be addressed, but not at the expense of service, according to Singapore Airlines. General manager Gulf, Meow-Seng Lim, told ATN the drop in passenger numbers highlighted the need to tackle costs, but that didn’t mean a slip in standards of service. “As a commercial entity, we had taken the responsible steps of adjusting capacity according to the reduced demand and we will be taking a total of 17 aircraft out of service this year — four scheduled as part of our fleet renewal programme and

Singapore Airlines GM Gulf Meow-Seng Lim said costs need cutting without compromising service. another 13 unscheduled, due to the current fall in demand,” he explained. “But at the same time, we will be taking delivery of brand new aircrafts, including another five A380s and a

number of A330s in line with our philosophy of giving the best products and services to our customers — even more so in bad times as well as in the good times.”

Lim added that the new fleet, combined with a range of passenger offers, especially for its frequent flyers, would keep service levels high. “We would also like to pay

tribute to all our supporting travel agents who have been standing by us in good and bad times,” he said. “The travel trade forms an important and integral part of Singapore Airlines’ distribution system, contributing the bulk of our revenue.” Oman Air CEO Peter Hill agreed with Lim, stating that although it was essential for airlines to be cost efficient, it couldn’t be at the expense of the customer experience. “It’s not quite no expense spared, because you can be foolish spending money, but we will spend the money sensibly,” he said. “We are looking to focus on spending money to make sure we get the best of what we are looking for in every particular area.”

TechTuners expands into KSA with office opening TECHNOLOGY Dubai-based travel technology company TechTuners has opened its first office in Saudi Arabia to target big players in the region’s developing travel industry. TechTuners, which has offices in the UK, South Africa and India, has increased its Middle East presence with the launch of its Riyadh base, where a team of eight staff will head up the company’s sales and marketing operation. “Travel agencies in Dubai don’t usually have more than 10 branches, but in Saudi Arabia, most of the companies operate around 30 outlets. It’s these agencies that need local support and training and we are will-

Arabian Travel News – April 2009

ing to invest in it,” said TechTuners CEO and founder Ilyas Zameer. Fursan Travel & Tourism and Kanoo Travel were identified as successful agencies the company would target with its travel management products, which span CRM, accounting systems, point-of-sale and online solutions. Zameer said the country had seen a recent shift in focus from inbound to outbound travel. This meant that agencies were increasingly at the receiving end and therefore recognised the need to be more organised and professional. As a result, agencies were taking advantage of an influx of industry expertise in the country and there had been

a surge in investment in technology, according to Zameer. “A few years ago there was a lack of expertise in Saudi Arabia and most industry professionals would choose to work in Dubai or Qatar. However, now with the current economic climate, travel industry experts are choosing to work in this wealthy country,” he observed. Furthermore, Zameer claimed that it had been made easier to licence a new business in Saudi Arabia and he expected to see more leading agencies and service providers setting up office there in the near future. “TechTuners’ next step is to open an office to the western province of Saudi Arabia, in Dammam,” he added.

TechTuners CEO Ilyas Zameer is targeting successful KSA agencies.

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News

Attention agents! Prizes galore at ATM Roll up, roll up, for a chance to win one of five spectacular prizes at Travel Agents’ Day PRIZES Travel agents are gearing up for the most exciting promotion on the Middle East’s travel trade calendar — Arabian Travel Market’s (ATM’s) Travel Agents’ Day passport. The passport scheme, run in association with Arabian Travel News is part of Travel Agents’ Day, which takes place on day three (Thursday May 7) of ATM. The day features presentations, seminars, meetings and must-attend sessions for travel agents, but culminates with the passport prize draw. Exhibitors already participating in the passport include Royal Caribbean, Jumeirah,

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ment system, not only does the passport system guarantee a chance to win big, it provides a fantastic platform for companies and destinations to highlight their offerings and for travel agents to create invaluable contacts.

WHERE TO GET IT

Don’t forget your passport this ATM. Platinum Places, Sun International, Kenya, Layia Hospitality among others. With five spectacular prizes to be won, including a stateof-the-art home entertain-

The passport will be available at Emirates Holidays’ popular brochure launch event from May 2-3 at the InterContinental hotel at Dubai Festival City. ATM passports will also be included in the bumper May issue of ATN. Thousands of copies will also be available at ATM — at ITP stands and at distribution points throughout the event.

WHAT TO DO Agents have three days to complete their passports. They need to take them to participating exhibitors’ stands and gather information about their services in order to answer a question correctly to receive a stamp in their passport. Once they have collected all the stamps and have handed in the passport they are eligible for the chance to win one of the fantastic prizes.

WHERE TO HAND IT IN Travel agents can hand in their completed passports at the ITP stands, at the Travel Agent Stage (Hall 8) before the prize draw, or to one of ATN’s hostesses at the show.

Attention suppliers There are a limited number of spaces still available for exhibiting companies to promote their products and destinations in the Travel Agents’ Passport. To take part in this unique opportunity to attract travel agents to your stand, contact Arabian Travel News Key Account Manager Natalie Sabel on +971 (0)4 4356342 or email: natalie.sabel@itp. com

April 2009 – Arabian Travel News

10 News

Agents told to befriend guides

Emirates pulls A380 from its Agents should recognise important role of guides urges professor New York route TRAINING Tour guides have an important role to play in connecting agents and clients, according to director of the Centre for International Training and Outreach and professor of communication psychology and international conservation at the University of Idaho, Sam Ham. During a trip to Abu Dhabi hosted by the Abu Dhabi Tourism Authority (ADTA), Ham stressed that “agents should not underestimate the importance of guides”. “Not all tourists take a guided tour but guides reach a lot of people,” said Ham. “Worldwide there are

Closer relations for Sabre and Qatar Airways GDS Sabre Travel Network has renewed its airline distribution agreement with Qatar Airways, the national carrier of the State of Qatar. The agreement provides Sabre travel agencies and corporations around the world with access to their content, including fares, schedules and availability through the Sabre global distribution system (GDS). Qatar Airways said Sabre’s strong growth in the Middle East combined with its extensive global reach made the company an ideal partner to support the airline’s expansion plans, which include its new daily non-stop service between Doha and Houston being launched on March 30.

Arabian Travel News – April 2009

around one million guides and each year they’ll contact hundreds of clients.” He said guides had “a crucial role to play in bringing about a mutual understanding between cultures and in getting feedback from tourists”, explaining that his training programmes for guides and interpreters had reached approximately 41,000 people in more than 40 countries. He said gaining feedback needed to be integrated into an agent’s routine of business, rather than it being an interruption and that this could be done through guides, who could effectively gather the information during their everyday duties.

Ham: guides play a crucial role in bringing about mutual understanding between cultures.

Ham went on to explain that it was crucial now, more than ever, for travel agents to listen to what customers were requesting in order to tailor products and packages to meet their needs and for the agent to gain the sale. However, he warned agents to ensure that guides they contacted were knowledgeable. “There are a lot of guides around who don’t know what they’re talking about.They give the good ones and the agencies that appointed them a bad name,” added Ham. In order to ensure quality he said agents would need to be more involved in the selection of guides and the operators, they recommended.

flydubai prepares for take-off AIRLINES Dubai is gearing up to launch its first low-cost carrier (LCC), flydubai, which its CEO has claimed will make travelling “less complex, less stressful and less expensive”. Ghaith Al Ghaith last month revealed more details of the carrier’s pricing strategy as the LCC gets ready for a June launch. Seat pricing, he said, would be inclusive of all taxes while passengers will be

given a “generous” hand baggage allowance of 10kgs. However, passengers must pay for “optional extras” such as checked baggage (up to 32kgs), seat selection, as well as food and beverages. The airline has simplified the check-in process by issuing boarding passes instead of paper or e-tickets, which means passengers are checked-in once their booking is paid for. Passengers will be able to book online at fly-

flydubai will make travelling “less complex” according to its CEO.

dubai.com at no charge or through the flydubai call centre or one of its travel partners for a small fee. flydubai’s new website, complete with full information and booking facilities, will be available soon. “We have looked very hard at ways to make our operations more efficient. If we find a cost that can be eliminated, we will — with the savings passed onto our customers,” said Al Ghaith. “By keeping things simple we will be able to provide an easier and more affordable travel experience.” flydubai will be based at a modernised Terminal 2 at Dubai International Airport using a fleet of Next-Generation 737-800 aircraft. The destination schedule is yet to be announced, but the carrier said it would operate to locations within 4.5 hours flying time of Dubai.

AIRLINES Emirates’ Airbus A380 will stop flying the New York JFK route and instead will commence flights to Bangkok, Thailand from June 1, 2009. The Dubai-based airline launched the super-jumbo on its New York route just eight months ago. However, due to a drop in demand the aircraft will be replaced by the Boeing 777300ER, which will decrease daily capacity by as many as132 seats. Speaking to ATN, an Emirates’ spokesperson said that “effective from June 1, two of Emirates’ Airbus A380 aircraft, currently operating on one of the two daily Dubai to New York JFK services, will be redeployed to the three-times-weekly Dubai to Toronto service and to one of the two daily Dubai to Bangkok services”. Furthermore, the spokesperson said “the A380 will be replaced by Boeing’s B777300ER on the Dubai to New York JFK route. “As the global economy has affected international air travel, this aircraft redeployment was based solely on a change in capacity demands in these three markets. “Then, when economic conditions improve, we anticipate that demand will be restored on the Dubai to New York JFK service, at which time Emirates will certainly evaluate redeploying the A380 on this route.” Emirates Airline recently announced that it had added Sydney and Auckland routes on its A380 network. The airline also continues to fly a daily A380 service to London Heathrow.

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12 MIME Berlin notes unique venues as draw, Grass Roots expanding in Middle East and Doha defying the downturn

Berlin notes 3% growth in meetings Berlin convention and meetings industry boasts solid figures in 2008 despite downturn DESTINATION A 3% growth rate in the meeting and convention sector for Berlin from 2007 figures compared to 2008’s stocktaking has been attributed to good rates and a varied offering. The comments were made by Berlin Tourismus Marketing GmbH (BTM) CEO Burkhard Kieker, following the latest convention statis-

tics of the Berlin Convention Office (BCO). Kieker claimed that Berlin had succeeded in concluding a successful 2008 “despite the major, global economic downswings witnessed in recent months”. “Berlin scores points with meetings and convention guests for its unique flair, unusual locations and excellent hotels,” he added.

Positive figures littered the statistics with 4.7 million nights spent in Berlin by participants and organisers in the convention industry (+5%); 14,500 events (+5%); and 2.5million participants (+2%). Furthermore, the average length of meeting stay rose from 1.6 days between January and December, 2007, to 1.7 days recorded for the same period in 2008.

Meeting planners choose Berlin due its variety in meetings venues.

Grass Roots’ regional growth Beijing wants CIBTM for its Olympic legacy

EVENTS Performance improvement company Grass Roots has launched an events and communications division in the Middle East. The new division is a collective of skills, talent and deep experience — a centre of excellence to cover a broad spectrum of disciplines from live event creation and management to communications campaigns to deliver brand alignment, engagement and more awareness. Grass Roots director of business development Ray Jones said the company was delighted to be expanding in the face of a “prevailing economic downturn. “We are privately owned and financially stable and this puts us in the enviable position of being able to secure our clients’ trust and makes us better able to help clients engage with their markets and

Arabian Travel News – April 2009

EXHIBITIONS

Director of business development at Grass Roots Ray Jones. improve business results,” Jones said. “The EventCom offering includes a complete service from invite through to post event activity for conference and congress, product launches, sales meetings, ride and drives and press events.” Jones added that the launch of the new division arose out of rapid international expansion, which included the acquisition of four European events companies.

Speaking on the international reach of the brand, Grass Roots Middle East chairman Graham Frazer said the company’s global proposition was driving demand within the local market. “International clients now have a partner with a strong base in the region and can benefit from local expertise we’ve gained from delivering events and incentive travel across the Middle East for over a decade,” Frazer said.

The China Incentive Business Travel and Meetings Exhibition (CIBTM), will be heavily supported by the Beijing Tourism Administration (BTA) as the host destination to the event, according to organisers Reed Travel Exhititions (RTE). Taking place from September 8 to 10, 2009, at Beijing’s China National Convention Centre (CNCC), BTA said it considered the event a key opportunity to maximise awareness of its Olympic legacy. “CIBTM is a leading MICE exhibition in China and we are glad that Reed Travel Exhibitions chooses Beijing,” said BTA deputy directorgeneral, Xiaoyuan Gu. “What’s more, Mr. Paul Kennedy serves as a tourism adviser to Beijing Tour-

ism Industry Development appointed by the Mayor of Beijing. By our joint efforts in holding CIBTM this year and in the future, we are expecting to make CIBTM a renowned international MICE show and develop Beijing into one of the top MICE destinations in the world.” In an effort to achieve goals set out in its Olympic tourism strategy, BTA’s partnership adds a significant level of resource behind CIBTM, looking to create an enhanced programme of education, experiential and business-generating activities on and off the show floor. Through BTA’s support, CIBTM will also look to create a broader Hosted Buyer programme, deliver networking events and bring together a wide range of Beijing-based meetings industry tourism suppliers and operators.

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MIME

Doha defies the downturn MIME caught up with Ritz-Carlton Doha’s director of public relations,

Lauren Fryer, to find out why the country was remaining so positive regional levels to discuss political, economic and social issues. All these things can be attributed to helping create a very positive business forum for Doha.

Fryer said the Ritz-Carlton Doha would be adding meeting space this year. MIME: Why do you think Ritz-Carlton Doha is still busy despite the economy? FRYER: There are many projects still taking place in Doha that are generating positive business for the local market — Qatar Foundation, The Pearl Qatar, Lusail Island and Cultural Village to name a few.

Furthermore, we have exhibitions and sporting events hosted in Doha, such as the Jewellery and Watches Exhibition, Qatar Tennis, Golf Masters and Cycling. QTEA is also targeting MICE for Qatar and there is a strong commitment from the government on many

MIME: Does Ritz-Carlton Doha have any plans for its meetings and events offering this year? FRYER: In 2009 we will be introducing an additional meeting and event space at the hotel. As part of our hotel space, we have access to an exclusive island located between the hotel and Pearl Qatar. This is accessible from the hotel by a private bridge and can be used for events / functions by our clients. Key selling points for the island include; a secluded and secure venue space and island located in the bay in front of our hotel, outdoor space, a large event space that can host 1000 persons, personal conference space, catering services and a services manager assigned to your event.

QTEA is targeting MICE for Qatar and there is a strong commitment from the government ” MIME: What are your expectations for the year ahead and what are meeting bookers saying to you about the current climate? FRYER: Meeting planners are always pressed for time and have multiple responsibilities to juggle. Through our long-term relationships with vendors and suppliers, both locally and regionally, we are able to fully provide this service to our clients — we manage and execute the entire event one behalf of our meeting planners (AV, design, flowers, room set up, catering etc.) We also ensure to partner with our clients in order to

always be able to deliver the most value for their desired budget. This allows us to provide a more personalised and tailored event to match the client’s needs and objectives. Furthermore, we are more creative in using alternative hotel facilities for hosting events or using the actual event facilities for multiple events per day also adding greater value and efficiency. The most important result we can offer meeting planners is a cost efficient well executed event with great impact for their guests, conducted by professional and experience event planners.

PCOs told to lead change in medical congresses CONGRESSES Tighter sales and marketing budgets in the pharmaceutical industry will change the face of congresses and it is up to Professional Congress Organisers (PCOs) to lead the evolution. That was the message at the ‘Sponsorship: Future Strategies’ session at the 2009 IAPCO AM&GA held in Ghent.

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Representative of the International Pharmaceutical Congress Advisory Association (IPCAA) Sylvia Fondanèche, said the current, highly regulated and legislative environment was “greatly affecting the pharmaceutical industry and their support for healthcare meetings”. With the current rash of patents due to expire and the tighter sales and market-

ing budgets putting pressure on all departments, new selfregulatory guidelines were being imposed throughout the pharma industry. “As a result marketing budgets will tend to shift focus from promotional activities, such as exhibition stands, sponsorship of promotional and social items and advertising, to high quality scientific and healthcare related

programmes and activities which will provide alternative opportunities and means of communication” Fondanèche explained. “Congresses will change, but they will not disappear completely by any means.” IAPCO president André Vietor was charged with the task of determining how the shift in healthcare meeting focus could be accommo-

dated in the current meetings marketplace. “It provides both challenges and opportunities,” Vietor said. “Opportunities include the need to attend congresses to earn credits. PCOs have to lead the change, and IAPCO, with its close links to the industry via the Healthcare Congress Alliance (HCA ) is in a unique position to do this.”

April 2009 – Arabian Travel News

14 News analysis

Clients on- or off-line? Some agents have suggested clients who switched to online booking are returning to the offline fold, but not everyone agrees, as ATN discovered here is an argument developing among the great and the good of the travel trade as to the changing role of online travel services. With the news that Expedia was forced into a massive writedown resulting in a near US $3 billion loss, debate began raging in the US travel markets as to whether or not online travel agencies were finished. Some suggested customers were looking for a more personalised service, others said it was just a correction in the market, while another group said it was just a drop in business in trend with the travel trade as a whole. The Middle East market hasn’t felt the impact of online travel agencies yet, but the US discussion has sparked the debate of how offline agencies will cope with what many view as the inevitable advent of an online age of travel purchasing. Holiday Autos Middle East managing director Naz Musa is firm in his belief that online booking is the future and drawing on his experiences with LastMinute.com and BlueBanana. “A majority of savvy travellers now understand they can get the same deal if not a better one online than offline,” he said. “The whole process has been driven online, mainly due to the airlines, while hotels have always been historically strong online.” Lastminute.com has always been an online portal, but Holiday Autos, which now operates 55% of its business online was originally a 100% offline business. However, Musa suggested there would still be room for offline travel providers, but that it was all about service.

It will be competition on service more than what it used to be, which was on price ” Arabian Travel News – April 2009

“To go offline clients are going to have to be given extra service. With airlines reducing their commissions to zero, that extra service will be charged for, so the consumer has to either really want or value that service for it to make financial sense.” It is the service factor that some believe will see traditional travel agencies winning the day. Corporate and leisure travel agency Arabian Pacific’s managing director Ian Alden is one. “Coming from the UK we’re used to contending and competing with the online portals, but while they’re good for research it’s the traditional agencies that maintain a good level of service, which will keep the customers coming in,” he said. “This is especially true for corporates. If a PA receives a call from the managing director in the middle of the night — they don’t want to be online trying to readjust the flight booking, they’d rather just call an agency. “ Alden said it was the extras that people needed, such as an adjoining room that was potentially difficult to book online, that would always be a feather in the hat of the offline agent. There has been a general consensus that the stronger agencies who understand the travel industry is a service industry, will survive in the future. However, there is also an acknowledgment that the next few years will be difficult, with many agencies needing improvement. Emirates Holidays’ vice president commercial operations Dina Al Herais, said she

One of the hooks of bricks-andmortar agencies is that they can offer payment plans.

believed the Middle East travel market still needed to mature. “There is a lot of demand for more sophisticated products, different products, but a lack of availability of it,” she said. Citing the adoption of zero commission by the majority of the region’s carriers, Al Herais, envisaged travel agencies having to address customer service and the way they do business much more seriously than in the past. “It will be competition on service more than what it used to be, which was a competition on price.” Team Travel & Tours LLC, Dubai, managing director Narendra Bhatia said online competition hadn’t affected the company too much, but certainly viewed the transparency of the net as an issue for some agencies. “Customers can see all the details, the net fares and how the costs have been worked out when booking online. This is forcing traditional agencies to show a similar level of transparency,” she explained. However, on the flipside, she said that the ability to offer payment plans for clients was certainly a draw. “One of the benefits of the traditional agencies is that we’re often able to give the customer longer to pay, but the online agencies don’t always give this option,” she said. Alden agreed to an extent, but said agencies didn’t often offer payment plans in the region, because airlines expect payment immediately following the issuing of tickets. “If airlines were more flexible it would help agencies as customers would be less likely to book last minute,” he said. Despite claiming this would shift the lastminute booking culture of the region, he did acknowledge that now was perhaps the wrong time to develop this. Most acknowledge the Middle East travel market is a few years behind its European and US counterparts, going some way in explaining the lack of online agencies . However, with developing broadband capabilities in the region, online will certainly increase its market share of travel booking. But the good offline agents shouldn’t worry. If they maintain and improve on the service that clients enjoy, they will always hold their own.

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News analysis

Agents look to bail out Small travel agencies with dwindling margins are quitting while they are ahead and searching for bigger travel companies to buy them out ith the effects of the global economic downturn being felt in teh Gulf, some smaller travel agencies are feel ing the pinch. The added financial pressure of having to become IATA registered at the end of the year, with fines enforced for non-compliance, is a further strain on already worried agencies. Rather than watching profits slow to a trickle during the coming months, certain agencies are looking to be bought out by their larger rivals. And the feelers for buyers are already out in the Middle East market as Dubai Travel and Tour Agents Group manager Leo Fewtrell explained to ATN. “Some agents have been approaching me to ask if there is anyone who will buy them out,” he said. “There are two single-shop agencies in particular; both have good reputations and loyal customers, but the managers are fed up with it all and want to be bought out.” However, while those agencies with cash to spend may want to pick up a bargain, they won’t be buying any old rubbish. “Companies like Dnata and AlShamel would be looking to buy smaller agencies with a good corporate or leisure business and most don’t have this ,” Fewtrell said. “A lot of the small ones that do have a strong corporate or leisure business only do so because they’re working on such low margins they are undercutting the big agencies. But the big companies won’t be interested in the agencies operating on a 1-2% margin.” But the size of the margin isn’t everything. Dubai-based Al Reyami divisional manager Ranjith P.V said that the company was focused on the location of agencies. “Negotiations are underway and we’re looking to buy out companies which are strategically located,” he said. “We’re also opening travel offices in Abu Dhabi, followed by India this year.” Team Travel & Tours, Dubai, managing director Narendra Bhatia recognised that the downturn could be a significant oppor-

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Anything can happen and it could be seen as an opportunity for multi-national travel agencies to consolidate ” tunity for larger companies. “Anything can happen and it could be seen as an opportunity for multi-national travel agencies and TMCs to consolidate,” she said. “The larger companies are in the advantageous position of having funds available to look at expanding operations while the smaller- to medium-sized agencies are busy concentrating on survival by controlling what they’ve already got.” One such company is BCD Travel, and, according to its vice president growth and emerging markets, Paul Tracy, the opportunities being presented by smaller agencies looking to sell is something the company is looking at very seriously. “This kind of situation does throw up opportunities, which we’re taking very seriously,” Tracy said. “Our main aim in the Gulf is to continue with the good steam that we got last year in terms of development and consolidation and really fine tune it — that’s what we’re focusing on.” Tracy added that once again, size was not critical when it came to selecting a good agency for potential takeover, rather the market understanding and demonstration of well-established practices, which put them in a stronger position. Furthermore, he suggested that during the economic downturn there needed to be a shift in the role of agencies from ticket sellers

Agents have approached DTTAG looking for potential agencies to buy them out.

to travel management companies. Yet, he said that everybody was busy focusing on their business very close, keeping close to customers and looking at ways to keep the costs down, which was paramount. But before struggling agencies get too carried away, the news is not all good. Some agencies may have already missed the buyout boat. Al Khalid Travel manager Sherya Sharufzadeh said the company had been approached by several Saudi Arabia-based companies before the downturn, but had not had any recent interest. “Business is going downwards and predictions are that’s it going to get worse in June and July,” she said. “We haven’t lost that much business because a lot of it is corporate, but almost all corporates have dropped from first class to economy so our revenue has gone down. Sharufzadeh acknowledged it was becoming a possibility they would be putting the company up for sale as “we don’t know how long we can sustain”. “We’re just looking at it day to day. There’s a domino effect, everybody’s having the same problem of bringing in the money,” she said. Ultimately, as the year unwinds, it is likely there will be an increase in the number of buyouts, but it looks like some agencies will be left sitting in the shop window.

April 2009 – Arabian Travel News

16 Global update

The world this month… ATN provides a snapshot of travel and tourism news from across the globe

Toilet humour? Much was made of low cost airline Ryanair considering charging for use of its toilets. According to legal sources the

Latest UK visa regulations concern tourism officials Visitors to the UK from South Africa, Bolivia, Lesotho, Swaziland and Venezuela will now have to pay for a visa following a review by the UK’s Borders and Immigration Agency. The changes to the visa system have been seen as detrimental to the UK’s efforts to attract tourism. The move is not in keeping with many destinations, such as Mauritius, Qatar and Hong Kong, who are looking at ways of easing visa regulations in a bid to attract tourism revenue.

Pushing Wales is really easy VisitBritain is promoting Wales as an ideal destination for holidaymakers from the Middle East, particularly golf enthusiasts. In October 2010, The Celtic Manor Resort, on the outskirts of Newport in South Wales, will host the Ryder Cup, one of the world’s great sporting events. Tickets for the 2010 Ryder cup will be available through a random lottery draw

Arabian Travel News – April 2009

although it was unfortunate Ryanair had to start thinking inside the bowl.

idea being floated was legal as there is no legislation in place demanding a toilet in an aircraft. Whether or not the idea sinks or swims, ATN likes the fact people are thinking outside of the box,

Air Arabia launches Goa and Greece Sharjah-based low-cost carrier Air Arabia will introduce services to both Goa and Greece in April. The three times weekly service to Dabolim International Airport in Goa will start on April 16, 2009, departing on Tuesdays, Thursdays and Saturdays. The outbound flights leave Sharjah at 00:25 and arrive in Goa at 05:05. The return flights depart Goa at 05:50 and arrive in Sharjah at 07:35. Air Arabia’s first destination in the Indian state of Goa is also the carrier’s 13th destination in India. Five days after the Goa launch,

on April 21, the airline will start its three times weekly service to Athens Eleftherios Venizelos International Airport, with departures on Tuesdays, Thursdays and Saturdays. Flights depart Sharjah at 18.55 and arrive in Athens at 22:45. Return flights depart Athens at 23:30 and arrive in Sharjah the following day at 05:20. Athens is not only Air Arabia’s first destination in Greece but it’s first in Europe.

with registration for the ballot scheduled to start in April 2009. The ballot will close in August 2009. A major sporting event combined with rolling pastures, rugged shoreline and mountains is certainly an opportunity to promote the destination, particularly corporate groups. To find out more about Wales and the Ryder Cup, log on to www.visitwales.com and www.rydercup.com respectively.

Slumdog Millionaire sparks tourism surge The multi-Oscar winning film, Slumdog Millionaire has led to a surge in slum tourism, with operators of gritty tours of the Dharavi region of Mumbai making the most of the trend. Opinion is split as to whether the opening up of the slums to international attention will result in an improvement in conditions, or whether it is a case of morbid curiosity.

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Global update

Printemps’ special services for overseas shoppers French department store Printemps is highlighting the special services it offers overseas visitors ahead of the busy summer period when Arab nationals flock to Paris for some serious retail therapy.

Printemps services include: Hands-free shopping: shoppers can build up a personal inventory of purchases and pay all at once when they leave the store. Tax refund and bureau de change: a service provided by Printemps and its partners, Premier Tax Free and Kanoo, located in the Beauty/Home Store, Level 1. Personal shopper: a team of multilingual stylists, all fashion and beauty professionals, is available upon ap-

pointment to assist with purchases. Call +33(0)1 42 82 66 11 Printemps Concierge: can fulfil all requests and make “last-minute dreams come true”. A free service upon presentation of foreign passport. Delivery: purchases can be delivered to client’s Parisian hotel or abroad. Valet service: entry of Printemps Haussmann, corner of rue Charras and Boulevard Haussmann. Terrace: 360° panoramic view of Paris (Beauty/Home Store, Level 9).

Aussie new rules It is a move, which if implemented, could change the face of travel forever. Well, it will certainly give O’Leary of Ryanair fame a chance to say I told you so. Travellers could have the chance to fly to Australia cost free in a proposed plan to boost its economy. Under the plan, labelled the ‘Mayday Project’, visitors who take part in the deal will be required to spend a specified amount of money within Australia aimed at giving a cash injection into the local economy. Independent Tourism Holdings’ innovation director Glenn Millen said free flights, a favourable exchange rate and the novelty of the promotion would give it every chance of succeeding.

Royal Jordanian to fly direct to Benghazi Royal Jordanian will start operating a direct, regular, twice-weekly service between Amman and the Libyan city of Benghazi from June 1, 2009, It puts the destination back on its route network after nearly 30 years of suspended service. Benghazi was

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among the first Arab cities RJ began serving after its establishment in the 1960s. Operating flights to Benghazi comes in light of the growing traffic of Jordanian and Libyan citizens between the two countries. The majority of traffic is businessmen and students, with many Libyans also travelling to Amman for medical treatment. Royal Jordanian responded to this active travel between Jordan and Libya by also increasing the frequency of flights between Amman and Tripoli from three to four weekly, starting April 1.

The flight takes off from Amman on Mondays and Fridays at 12 noon and arrives in Benghazi at 2:05pm local time. It takes off from Benghazi at 3:05pm and arrives in Amman at 6:45pm local time. Benghazi lies in northeastern Libya, on a gulf of the Mediterranean Sea. It has 1.5 million inhabitants and is the second largest city in Libya after Tripoli, the Libyan capital, which lies 1000km west from Benghazi. Important industries include oil refining, cement manufacturing, tanning, sponge and tuna fishing, and processing dates and olives.

April 2009 – Arabian Travel News

18 Costa Victoria review

All at sea Louise Birchall embarks the Costa Victoria to find out what sparkle the Jewel of the Emirates itinerary offers

ow in its 12th year of service, the Costa Victoria has a lot to live up to next to the younger models entering the region’s cruise market. However, the 14-deck, stylish ship, which is owned by Italian cruise firm Costa Crociere Group and capacitates up to 2394 guests, has recently been renovated to include new features keeping it up to scratch with newer ships. The terraced area on deck 11 has been widened to create two new panoramic walkways and balconies have been added to many of the outside cabins so that 242 out of 964 rooms now have private balconies.

ROOM WITH A VIEW For me, the balcony was a key selling point in the room in which I stayed on Tosca Deck 9. The Costa Victoria is a mid-sized ship and while the double rooms are plenty big enough for one person, they could be a squeeze for two. However, the glass doors leading onto a spacious balcony overlooking the vast ocean beyond give the rooms an airy feel. The decor was quite floral and could be

Arabian Travel News – April 2009

You’ve got many different nationalities. We’ve had every request imaginable so it’s catering to everyone’s taste which is a challenge ” considered outdated by a younger traveller, but it catered to the average age group on board, which was 50 plus and was clean and well maintained. The maintenance is continuous with a total refurb scheduled every five years. Other rooms available include suites, mini suites with balconies and inside cabins, which do not have windows or balconies.

While good deals can be picked up on inside cabins, the balcony is a key selling point.

ONBOARD FACILITIES Guests won’t be bored on board. The Costa Victoria has three pools, four Jacuzzis, a multi-purpose sports court, outdoor jogging track, spa, fitness centre and a sauna.

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Costa Victoria review

DINING AT SEA Costa Victoria has five restaurants. The variety of food on offer was good. All-Italian chefs cooked up mouthwatering Italian favourites, including pasta dishes, grilled fish and a lot of artichoke-based meals. “You’ve got many different nationalities. We’ve had every request imaginable so it’s catering to everyone’s taste which is a challenge,” says executive chef Giovanni Belloma.

EXCURSIONS At an extra cost, excursions are available in Dubai, Muscat, Fujairah, Abu Dhabi and Bahrain. In Dubai, guests will visit Jumeirah Mosque, followed by a trip to the alBastakiya area in Bur Dubai and the chance to bathe in the natural springs in Hatta. The Grand Mosque and Muttrah Souqs are on the agenda for Muscat, as well as a stroll around two old forts, one of which has been renovated to become the Museum of Omani Heritage and Culture. In Fujairah, guests can admire the unspoilt beaches and visit Fujairah Museum, which contains a unique collection of local artefacts including Fujairah coins that were used before the UAE was formed in 1971. On a visit to Abu Dhabi, the capital of the UAE, guests will see the Abu Dhabi Cultural Foundation, Qasr Al Hosn, the fort palace which dates back to 1973. Finally, in Bahrain guests stop at the Grand Mosque and the Bait all Quran museum, which contains old Qurans, manuscripts and antique artefacts. Drive to the 25km causeway that links the islands of Bahrain to mainland Saudi Arabia.

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But they do it well and the lunchtime burger, fries and salad bar on Deck 11 goes down a treat with children. The evening meals are served in two sittings and while guests are automatically assigned the 6:30pm or 8:30pm sitting, this can be changed. Costa Today is the daily programme, which lists everything from the sunrise and sunset times, destination arrival times, excursion details to that day’s activity timetable to bar and restaurant menus. With this you’ll find a room-service breakfast menu. I’d recommend putting your order in the night before to wake up to a continental breakfast spread on the balcony. The seven-course welcome dinner on Deck 5 Boheme was delicious; the chilled peach soup is a ‘must try’. For the lone traveller, a single’s night is hosted for the chance to meet other cruisers. However, I wouldn’t recommend the ‘Jewel of the Emirates’ itinerary for single cruisers. There were a lot of families and couples onboard and a lone guest said the atmostphere did not suit the single traveller. The Maitre D is at hand to meet every request. However, there were a lot of pork dishes and while I was onboard a Muslim lady was served bacon in her Caesar salad despite checking with the waiter beforehand. The compaint was quickly resolved and Maitre D was very apologetic.

with Costa Crociere Group for 30 years and is responsible for the entertainment onboard. The evening show was performed in five languages; Italian, English, French, German and Portuguese. The talented staff pulled it off well without the introductions dragging. (The same can’t be said for the safety drill the next morning.) After the show, guests have 10 bars from which to choose. The Concorde Plaza on the Carmen Deck is an attractive bar, surrounded by panoramic sea views, lits up with live music and dancing. For the party-goers aged 18 and over there is the Rock Star Disco open until the early hours. Daily children’s activities are run in theclubs catering to toddlers though to teens. The entertainment service runs all day from 8am to11:30pm. Adequate security measures are in place, which means that parents must present their child’s passport to pick them up.

The daily evening show is performed in five languages.

ONBOARD ENTERTAINMENT Up to 76 crew members make up the animation team, which includes singers, dancers and puppeteers. “We have a mixed clientele so we try to cater to everyone; young and old, families and couples,” said the cruise director, who has worked

SAMPLE ITINERARY: JEWEL OF THE EMIRATES DAY

PORT

ARRIVE

DEPART

Dubai embarkation from 20:00

Dubai

Muscat, Oman

09.00

19.00

Fujairah

07.00

16.00

Abu Dhabi

09.00

18.00

Bahrain

09.00

18.00

Dubai

13.00

Dubai

13.00

April 2009 – Arabian Travel News

20 Tried and tested Wataniya Airways operates four leased A320s.

The interior is clean and the staff friendly.

Airline spot check

Wataniya Airways BACKGROUND: Wataniya Airways is a new Kuwaiti airline offering a high-value premium service with point-to-point connections to popular business and leisure destinations in the Middle East. Flying to Dubai, Bahrain and Beirut, with more destinations to follow, Wataniya Airways aims to offer “advantageous schedules geared to the specific demands of discerning travellers flying to and from Kuwait”. Wataniya Airways operates a KuwaitDubai service twice daily. ATN was invited to fly on the inaugural service from Dubai to Kuwait on January 24.

THE ROUTE: Dubai-Kuwait. Outbound journey: flight KW1001, departing DXB at 11.55 on January 24, arriving at KIA at 12.45 Return journey: flight KW 1008, departing KIA at 18.45 on January 24 and arriving at DXB at 21.05.

THE EQUIPMENT: Wataniya operates four leased A320 aircraft comprising 26 First Class seats and 96 Premium Economy seats. THE LOUNGE (DUBAI): Like many airlines, Wataniya does not have its own dedicated lounge at Dubai International Airport but shares access to the DCA premium first class lounge in terminal 1, which has plenty of comfortable seating and has an average food and beverage offering. THE LOUNGE (KUWAIT): Kuwait International Airport is the purview of private jet companies. The Wataniya Lounge in the exclusive Sheikh Saad Terminal (previously called the Royal Terminal) reflects this

Arabian Travel News – April 2009

There were no rubbery eggs in sight — instead fresh pastries with fruit, tea and juice ” with luxury seating, excellent food, a funky layout and helpful and friendly staff.

THE CABIN: Wataniya comprises business class and premium economy seats only, all in a 2-2 configuration. The colour scheme is neutral tones. The cabin crew are friendly, quick to attend to your needs and the WCs are very clean and tidy. THE SEAT: In an upright or semi-upright position, the first class seat is very comfortable and there is plenty of legroom — the seat pitch is 44 inches. The width is more than adequate, as is the cushioning, however, the seat does not fully recline, which isn’t really an issue on such a short haul flight. The in-flight entertainment on Wataniya is good, with plenty of new movies to watch and importantly, the system is on-demand, allowing passengers to pause, rewind and fast-forward as required. There were a few glitches being ironed out as it was the inaugural flight, but once these are fixed, it should make for a quality offering.

THE FOOD: On the outbound journey I only sampled breakfast, but this impressed me. There were no rubbery eggs in sight —

instead, fresh pastries, accompanied by fruit, tea and juice. The dinner on the return journey was even more impressive, with a choice of steamed chicken or rice curry. I opted for the chicken and was impressed with both the presentation and the taste. For desert there was fresh fruit and yogurt options that were equally satisfying.

THE SERVICE: The service on board Wataniya is efficient and friendly. The cabin crew are happy, helpful and constantly alert en-route if you require their assistance.

The all-round experience on Wataniya Airways is a pleasant one. The Wataniya approach is that it does not try to compete with the big boys. Its focus is providing a niche product on a limited number of short-haul routes for travellers that want to get from A to B in relative ease and comfort and it easily manages to achieve this objective.

FOR INFORMATION: visit www. wataniyaairways.com or call +965 243 799999 or call 118 in Kuwait.

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Human inspiration. Airport innovation. Human insights drive our innovative approach at Abu Dhabi Airports Company (ADAC). We operate, maintain and oversee airport facilities and infrastructure with world-class standards. We provide technical and management support to airports for maximum operational ef ciency. We are also establishing state-of-the-art business and logistics parks as part of our portfolio of services. But no matter how far our aviation expertise stretches, everything we do begins with the individual in mind. To nd out more about ADAC and how we can add value to your business, call us on +971 (2) 505 5000.

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22 Interview

Flying the

Omani f lag

Oman Air CEO Peter Hill caught up with ATN at the Aviation Outlook Summit in Abu Dhabi to explain the intrinsic role of the carrier in developing Oman as a tourist and business destination

Oman Air CEO Peter Hill said when travelling with the carrier, customers could expect quality.

Arabian Travel News – April 2009

ATN: How far have you got with ringing in the changes at Oman Air since you took over as CEO? It’s amazing really; it was only July last year that I took over the reigns of Oman Air and the time has flown by. There’s such a lot we have to do. We’ve taken over the role of national carrier of Oman, a role that was held by Gulf Air for countless years. Taking ourselves forward, from basically a small base as a regional carrier primarily serving the sub-continent and the GCC routes, we’ve now had to expand our wings to initially cope with a couple of key destinations that the government wants us to fly to, which is the London, UK and then Bangkok, Thailand. As a result we had to find aircraft at very short notice to serve those routes. What was sourced was not ideal for the market, but that was all there was available at the time. We have a new fleet of brand new A330s on order with the first delivery in August of this year. They are the right fit and type of aircraft for our expanding network on the international scene

— I’m talking long haul and medium haul to Europe and the Far East, which are our prime markets for the new aircraft. So we are busily adjusting our schedules to take advantage of these new aircraft as they come onboard, but in the meantime we are continuing to try and improve the equipment we have got so far. What we have done since we last spoke to ATN is to source two A330 aircraft, which will replace the A310s starting in May and they will be short-term, six-month leases, to be the interim lift for this summer on our longhaul routes to the UK and Bangkok. ATN: It must be a challenge in the current economic climate to forge ahead in the aviation business? Airlines like us, based in the Middle East, are perhaps less effected by the economic and world recession than many of our colleagues elsewhere in the world. However, the Middle East is also feeling the crunch. Fortunately, we are a relatively small carrier and we are a relatively underdeveloped country in terms of air services and we are the biggest player in Oman by a long way. There is still substantial business into and out from Oman and that is good luck for us and now we are improving our products and our schedule. We are going to start to give some of the competition that serves Muscat through an intermediate point, usually in the Middle East, particularly to destinations in Europe and the Far East. When we put on our new product with our non-stop flights, then I’m afraid those carriers are likely to feel the pinch. People don’t travel with us, for example to London, at the moment because they feel

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Interview

the product isn’t up to speed, but come May, when I introduce the A330s, the interim aircraft will be quality aircraft with lie-flat beds and good IFE systems on board — we will be making a step up. In fact, we will be equating to the products our competition have on the route at the moment. When we bring our new aircraft in August or September — they will be custom-designed aircraft for us and they will be full featured. It will be tastefully done. I just flew Etihad from Dublin — a very nice product — but I think we will be making a difference. Our product will be very different from theirs and to that of our colleagues at Emirates, just up the road. But we will be unveiling our new business class seat at ITB and we will be describing our business class product. And later in the year, in August/September, we will be describing our first-class product. We have some of aircraft fitted with a three -class configuration and they won’t be entering service until November of this year for the winter schedule. ATN: What is your relationship like with the travel trade? We have a close working relationship with the travel trade and we recognise they have a role to play. We keep them in the loop in terms of products and promotions and we are not a company that concentrates on direct selling through the web, although people can if they want to book online. We support the travel trade and they support us, not just in Oman, but elsewhere in the region. I know some carriers that have virtually walked away from the travel trade and see the internet as the way forward. We also see technology taking over in distribution, but as far as we are concerned, the travel agency has a serious role in our business going forward and hopefully we have in theirs. But of course, like everybody, people who want to go direct will have the opportunity of getting the keenest prices as well — it depends on what you want to pay for. The smart business traveller, who simply wants to buy a ticket there and back and wants nothing else, can easily go to the website and book. But anyone that doesn’t know the destination, or wants flexibility, needs to be given a full service. My advice to them would be to use the agent, just be prepared to pay a little more for that service, because that’s what you demand and that’s what you get.

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Anyone who doesn’t know the destination, or wants flexibility needs to be given a full service ” ATN: What are Oman Air’s USPs that travel agents should be focusing on when selling? Here’s our game plan — unlike many of the Gulf carriers, we are looking at our own destination, Oman, as being the main focus of our business. Our product, our schedules and our network will primarily be geared towards serving the Oman market, both inbound and outbound; that’s leisure business and the expatriate worker traffic that’s already a big part of Oman’s economy. That’s not to say we will be totally ignoring the hub that Oman and Muscat presents in the Gulf region — we see that as very much our secondary market. So when you are travelling on Oman Air you can expect to depart from Muscat to your destination at a time that’s agreeable to you and arrive in your destination at a time that’s a good time to arrive. We are able to do this because we are really focusing our network in the next five years or more as being Muscat to the Middle East, to Europe, to the sub continent and South East Asia. Possibly towards the end of that five-year period there will be a little penetration to East Africa as well. These are destinations you can go to and get back within a day. ATN: How is Oman and Oman Air driving its tourism credentials? At the moment, Oman is definitely driving its tourism product with new hotels, new resorts, new facilities and basically elements that have been developed in other Gulf states quite successfully in the past. It’s only now that Oman is expanding its horizons and looking to attract more leisure visitors. When we say leisure visitors, we are not looking at the lower end of the market; it’s very much aimed at the high-spending more affluent traveller, which is why our business-

and first-class products are still there and why our economy product will be very much a full-service product. So we are not looking for huge volumes, but quality business that is able to travel in a quality environment. ATN: Has there been pressure to cut costs due to the current economic climate. Does that add to the pressure of attempting to put together a quality product? Like any sensible business we are developing the airline as part of the group for basically sustainable growth. We need to be making profit. Making money out of the investment and the airline is one of the biggest spends at the moment. We recognise that to get the quality we are looking for, we really have to focus on spending money to make sure we get the best of what we are looking for in every particular area. It’s not quite ‘no expense spared’, because you can be foolish spending money, but we will spend the money sensibly and certainly there are no cut backs from our original plans. When we say we are in the market for providing a very comfortable and memorable experience, we won’t be forgetting the customer down the back of the bus — that’s where much of our bread-and-butter money comes from. We’ll be full service down there as well and pricing to sell every seat, which means that while our core business is to and from Muscat, we also recognise that we will have surplus capacity sell and that will be competitively priced to serve end-to-end markets. We can be as flexible as we like as long as at the end of the day we can see a profitable growth towards our ultimate goal of getting the airline into profit.

April 2009 – Arabian Travel News

24 Interview

Poised to take advantage Starwood vice president sales Europe, Africa & Middle East Kip Horton explains why hotel investment will continue despite difficult times Kip Horton: working with partners is the way to survive a downturn.

You go with the market to an extent, but you have to be smart about it ” and see — that’s on an individual basis, on a company basis and on a developer basis. ATN: Are there any destinations that are faring better than others? The great thing about Starwood is that it is everywhere; there are 960 hotels in 97 countries, so if it’s India that gets better quicker, the company will start feeling better. Maybe it will be China, where we have 75 hotels. If you’re a hotel company with only two hotels in London, two in Dubai and two in Singapore, you only have three places that you have to hope get better. We’ve covered all our bases in the diversity of our spread and in our diversity in brands.

ATN: Has investment been put on hold due to the current global financial situation? Investment here is a long-term proposition. In this situation, one has to sit back and ask if what you are doing is prudent for the long term. We see many more up years than we see down years. Investment is going to continue for Starwood, whether it’s in the GCC or anywhere in the world, but it’s being looked at a little more carefully. There are definitely some projects that will die. What’s interesting these days for Starwood is that as a management company we don’t really put money in. So when a project dies, reports might say ‘Starwood

Arabian Travel News – April 2009

pulls out…’, but it’s really a case of where an investor has decided he doesn’t have the money to continue that project. You walk away and cut your losses. ATN: What changes is the industry likely to witness because of the downturn? There might be projects that were 400 rooms that will now be 300 rooms, because it makes long-term sense and investors see the market shrinking. Others might say this is the time to get labour and materials and they are going to make their hotel 500 rooms instead. The smart ones are looking at it optimistically. This first quarter is about saying let’s wait

ATN: Are any Starwood brands currently stronger than others? I don’t know if there is any one brand that will do any better than the others, because they’re all poised to take advantage. The danger is to watch how we price ourselves, so that a beautiful hotel like the Westin doesn’t become a three-star product. You go with the market to an extent, but you have to be smart about it. ATN: What is Starwood’s strategy for surviving the downturn? We work with our partners. The solutions will come together. It’s about us working with our partners, whether it’s a corporation, tour operator, airline, tourist board, or DMC. We’re working with everyone involved in the business to work out how we get people coming to the hotels. All the countries are in the same financial trouble and some will bounce back quicker than others — you just have to keep going.

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26 Mystery shopper TRAVEL AGENCY

SAUDI ARABIA This month Grass Roots’ mystery shopping team visited four travel agencies in Riyadh, Saudi Arabia

1ST Good product knowledge, upselling and a speedy delivery put Al Mousim Travel & Tours Agency in the lead this month.

AL MOUSIM TRAVEL & TOURS AGENCY

HOW IT WORKS Each agency is rated on a scale of one to five according to the following criteria: Store location Store presentation Customer service Product knowledge Initiative and up-selling of products Pricing Speed of service The ratings are as follows: 5 = Excellent 4 = Very good 3 = Good 2 = Average 1 = Poor Four agencies are visited in a different Middle East location each month. Results of the exercise are printed each month in Arabian Travel News. For more information email gemma. greenwood@itp.com

Arabian Travel News – April 2009

Faras Travel Agency ranked poorly, largely due to its disinterested staff and overpricing.

STORE LOCATION

Rating

Comments

AL MOUSIM TRAVEL AND TOURS AGENCY, AL HAMRA COMPOUND, RIYADH

The store was located within a very popular Western compound, next to the British School.

AL AHMADIAH EST TRAVEL & TOURISM, AL SULAIMANIA OROUBA STREET, RIYADH

The agency was located just off the main road outside Kingdom Centre shopping tower.

GLOBAL TRAVEL, PRINCE SULTAN BIN ABDULAZIZ STREET, RIYADH

The shop was located opposite a Western supermarket on a trendy street.

The agency was conveniently located close to a shopping centre and supermarket.

LAST FARAS TRAVEL AGENCY

GRASS ROOTS AND MYSTERY SHOPPING Grass Roots specialises in the improvement of performance by ensuring that frontline staff have the knowledge and skills to perform, are regularly measured, given the motivation to improve and are recognised when they do. One of the key services it offers client organisations is measurement of customer service standards through tailored mystery shopping programmes. Mystery shopping is the practice of using everyday shoppers to anonymously evaluate customer service. Grass Roots has been providing mystery shopping services since the early 1980s and now boasts a worldwide panel of more than100,000 shoppers. Visit www.grassroots.ae

FARAS TRAVEL AGENCY, KING ABDULLA ROAD, RIYADH

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Mystery shopper

STORE PRESENTATION Rating

Comments

The agency was very messy, with papers and brochures strewn behind the deks. There was seating available in the waiting area, with limited access to brochures.

A small coffee table displayed many out-ofdate brochures but overall the agency provided a comfortable setting.

While the agency was nice and spacious it was possibly too formal and there were few brochures, many of which were out of date or repeats.

There were lots of spacious desks and a waiting lounge. There were a lot of brochures for car rental but not many others. They were all in date though.

CUSTOMER SERVICE

Rating

Comments

The assistant offered no initial pleasantries, which meant he came across as disinterested. However, he went on to give information on airlines, hotels and destinations.

The assistant did not attempt to be pleasant. A lot of time was spent in silence while he typed and he didn’t even respond when prompted. He pushed for my details so I could leave and he could send me the package information in a few days.

The assistant was polite and offered refreshments. He also went the extra mile in printing information on excursions to take home and at one point rang his colleague to ask a question about a visa.

There was no attempt to be polite and I felt as though the assistant was not listening as I had to repeat myself several times. Not really listening to requests or dates as I repeated myself several times. There were separate staff members for flights and hotels, but neither seemed interested.

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INITIATIVE AND UP-SELLING OF PRODUCTS

PRODUCT KNOWLEDGE

Rating

Comments

The assistant knew the flight schedule restrictions in Saudi Arabia, for example he pointed out which airlines did not cater to the KSA weekend, which is on Thursday and Friday.

This was the only agent that knew Oman Air would begin flights between Riyadh and Muscat on April 1. He gave two airline options and suggested one hotel, but was very vague about excursions, transfers and visas.

The agent suggested excurisons but didn’t answer my questions. They only offerred one airline, which couldn’t do the weekend dates requested, but he quoted anyway.

The flight assistant was better; he offered two airlines, but the price quoted was very high compared to the person that dealt with the hotels and tours. He simply surfed the net for Muscat hotels and asked me to select one.

Rating

Comments

The agent discussed restrictions of Muscat flights and convinced me that Dubai and its five-star hotels offered excursions. He used his Emirates book to prove his points.

The agent did not try to up-sell or any other kind of selling. He wanted to first put a package together.

The agent appeared to be interested in the business but didn’t try to offer anything above or beyond my initial request.

The agent displayed no interest at all.

PRICING

Rating

Comments

The prices quoted were those published in brochures and by the airline, but the agent did say if I booked with him he would try to do better.

I didn’t receive any quotes except for one airline fare, which was similar to others I had received elsewhere.

The airline pricing was very good compared to others and included one night in a hotel. However, the agent needed time to put the package together.

Despite using the same airline as other agencies, the prices were more expensive.

SPEED OF SERVICE

Rating

TOTAL SCORE

Comments

I was the only customer in the store at the time and the assistant was very helpful and quick with ideas. It took him 20 minutes to gather the quotes.

The assistant spent a lot of time in silence while he typed details into the computer.

The agent would have preferred more time to put a package together but managed to offer information on weekend packages and gave some quotes then and there.

After around 20 minutes I was nowhere nearer to receiving hotel details so I thanked the man and left.

April 2009 – Arabian Travel News

28 Comment

What attitude will you have at ATM? It’s vital this attitude is adopted by all exhibitors. Certainly, discussions on the global economy will be abundant — they are important — but the show should also be a spectacular showcase for all involved. The world’s beauty and hospitality has not diminished and we need to remember that there are a lot of products worth investing in. Like all things, it comes down to how you sell yourself or your product. If you look nervous or depressed, you are only going to translate that feeling to the potential customer. We should be optimistic and

ATM should be a platform on which to succeed and excel, rather than a hall of nervous poultry waiting for the chopping board. There are challenges, important decisions and discussions to be had, but we can gain confidence in hearing other opinions and establishing that we are on the right track. People ask about the value of marketing, promotion or advertising in a downturn. There is a property company that is currently conducting a large advertising campaign. I see its banners everywhere, I hear the adverts and I often catch

its employees talking to media through various channels. I know little about property, but I am now very aware of this company. When many are hiding in the shadows, this company is broadcasting its message and the result is impressive. It could be in a similar situation to a lot of its rivals, but I know if I wanted a property they would be my first point of call. Will your company be the first point of call for the next person looking to do travel business? If you are at ATM, it could be.

Jamie Knights Editor

www.berlin-airport.de

I’m getting excited about Arabian Travel Market (ATM). Aside from all the intrigue — timings, who and who isn’t attending — there is a show that I am certain will be beneficial for everyone involved. Having been to a number of different shows and exhibitions, the one thing I firmly believe is that the atmosphere depends on the attitude of the participants. I have spoken to destinations and companies that are attending for the first time and their enthusiasm is infectious. They believe that they have to be at ATM and that they will do great business.

Book h t: your ﬂig w w w.v

iaberlin

.com

u. o y t u b g in s is m thing Berlin. There’s no ping and relaxing

y, exciting shop re, fascinating histor cosmopolitan cultu tar Airways. of Qa l ful by y ed cit fer a r of ve n Disco –Berlin connectio ha Do p sto nno With the daily

Arabian Travel News – April 2009

recreational activitie

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Travel News

LUXURY An ITP Business Publication

EXOTIC EXPRESS New luxury train service for India CASTLES NOT CABINS Agents drawn to historic buildings of UK

April 2009 Issue 4 Vol. 3

Luxury travel trade news, interviews and property reviews

mality r o f f o ys The da as the rich r are ove esire to kick sad expres d relax n a k c ba

30 Luxury news

English castles arouse interest in Dubai Grand accommodation was a highlight of North East England’s destination roadshow DESTINATION North East England’s luxury castle and halls offering stole the show at a recent destination workshop, held at The Address hotel in Dubai. “Travel agents showed a huge interest in the luxury castles, halls and houses,” said One NorthEast head of marketing Tania Robinson. The event was hosted by the regional development agency One NorthEast and Emirates Airline to promote the direct airlink between Dubai International Airport and North East England’s Newcastle International Airport, which was launched last year. According to Robinson, the discerning Middle East traveller was looking for five-star luxury with a difference and North East England’s variety of castles provided that.

She said that castles and halls were also suitable for the large number of large Arab families, which visited from the Middle East. The event also featured a glimpse of the region’s history, heritage and countryside and guests were served traditionally-themed food, such as bubble and squeak, and fish and chips. “Since the launch of the Emirates’ direct airlink, we have already begun to see an influx in tourists visiting from Dubai. Visitors from Dubai are increasingly taking advantage of the weak pound as they find that their money going further. “Likewise, the North East is becoming an increasingly-attractive destination for businesses looking to establish a foothold or strengthen an existing presence in Europe, adding to the 40% of Dow Jones listed busi-

Xx One NorthEast head of marketing, Tania Robinson (left) and conveying the region’s history and heritage (right). nesses, which have already made the region their home,” added Robinson. One NorthEast said that

it would work with travel agents in the region to create packages which would cater to the discerning Mid-

dle East traveller and would also be promoting its luxury accommodation at the Arabian Travel Market in May.

Luxury Hotels by Dnata secures three new properties HOTELS Luxury Hotels by Dnata has signed a trio of world-class hotels to join its division that provides targeted sales, marketing and PR solutions to high-end hotels aiming to increase business from the Middle East. The Beach House in the Maldives, The Grand Hotel du Lac in Switzerland and Le Royal Hotel in Beirut are the latest five-star additions to the existing portfolio. Dnata business development manager Lisa Balsom said she was confident the division would continue to flourish as traditional markets start to shift their focus

Luxury Travel News – April 2009

onto winning Middle Eastern business. “Luxury hotels are increasingly focusing on the Middle East as a key target market for their business,” she said. “Especially as the region is seen as less exposed to the economic crisis than other areas of the world. This premise is underlined by the fact that forward bookings for 2009 clearly show demand for luxury travel remains strong across the Middle East.” Balson said it was not surprising that top-class hotels were keen to tap into this key, emerging market and that was where Luxury Hotels by Dnata would excel. “We have an expert under-

View of the The Grand Hotel du Lac.

Balsom: Division will flourish.

standing of the local market, a wide network of industry contacts and strong relationships with our partners. With these strengths, we can give our clients an immense competitive advantage within the region,” she explained.

Luxury Hotels by Dnata is part of Dnata and the Emirates Group, but because the hotels are not bound to the group, Luxury Hotels by Dnata is able to target the best providers for its clients, both within or outside the company.

“We bring real added value to our customers because we carefully assess their individual needs and develop a bespoke solution that is tailored to their exact requirements,” Balsom said. “Through sales calls, innovative marketing tactics and individual PR strategies, all designed to support a client’s key business objectives, we guarantee to provide the sales, marketing and PR mix that is right for them.” The Luxury Hotels by Dnata portfolio includes, Abano Grand Hotel, Italy; Indigo Pearl, Thailand; Ceylon Tea Trails, Sri Lanka; Royal Mare Village, Greece; Le Royal,Beirut; and The Beach House, Maldives.

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Experience the excitement of exploration at ﬁrst hand. Embark on a cruise following in the wake of seafaring pioneers to enjoy one of the last real adventures of our time. Marvel at Antarctic wonders, snow-capped mountains, or sculptures carved in ice in the far north in Greenland or Spitsbergen.

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32 Luxury news

Capella’s Asian resort opens Luxury brand opens flagship fifth luxury resort in Singapore PROPERTIES Singapore’s luxury hotel, the Capella Singapore, opened on Sentosa Island on March 30. The five-star, three-storey, 111 villa and suite resort is Capella’s first venture in the Asia Pacific. The hotel is built on 30 acres of rolling hills and has an additional 82 villas and duplexes dedicated to accommodating long-term guests, who can stay for up to 60 years. “The hotel is unique; we have spacious rooms and the privacy and seclusion of the villas is very attractive. We’re lucky that we don’t have competitors that offer this kind of luxury product,” said Capella Singapore general manager Michael Luible. “We’ve got more than 50 private pools and you can see the sea, yet we’re only 15 minutes away from downtown Singapore, the marina and the worldclass Sentosa Golf Club,” he added. One of the key features of the resort is its contemporary design, for which the brand commissioned worldrenowned designers, artists and wellness experts.

GM Michael Luible brings more than 20 years hospitality experience to Capella. The spa has been designed by Raison d’Etre, but will be run under Capella’s brand, Auriga spa, which incorporates treatments based on a new wellness philosophy, which is linked to the moon cycles. Luible said the key markets being targeted were Japan, Europe and Russia, travellers stopping over en route to Bali or Phuket and regional markets; China and India. He anticipated the leisure and corporate split to be 70:30.

“The Middle East currently makes up 8-10% of our signature market as the brand is only just starting to put its feet into this region,” said Luible, who added that the hotel’s luxurious large villas and the privacy of private pools, as well as Singapore’s “melting pot of cultures”, suited the Arab guest. According to Luible, there have already been a number of reservations for the upcoming Singapore Easter holidays from groups and individual travellers from Australia and Japan. The hotel intended to attract guests by offering more valueadded extras, such as ‘three nights for the price of two’ offers, rather than slashing rates. “Certain luxury products have a perceived value, if you drop that and slash the rates you’re losing some of the credibility of the product,” explained Luible who previously worked as regional director for luxury hotel brand One&Only, based in the Maldives. Capella Singapore is owned by Millenia Hotel Private Limited, an associate company of the Pontiac Land Group, owner of The Ritz-Carlton Millenia Singapore, Conrad Centennial Singapore and The Regent Singapore.

Apartment agency targets Middle East PROPERTIES

For further details contact: e: reservations@holidayautos.ae t: +971 4 341 5730 Offer valid until: 30 April 2009

Luxury Travel News – April 2009

A UK-based luxury serviced apartment group has witnessed so much demand for its portfolio — particularly from the Middle East market — it has established an agency to deal with the volume of requests for such accommodation. The Cheval Group, which boasts six properties in and around London has set up ‘Reside’ — an agency with 11,000 individual apartments from 43 countries on its books, including those from the Cheval Group. “We deal with requests for our properties and if we can’t accommodate guests, we will find somewhere else for them,” said Reside director sales and marketing Richard Cruise.

“We are an agent, but we deal with travel agents, particularly those from the Middle East market, which is a strong one for us.” Cruise explained that in the summer, around 65% of occupancy at the Cheval Group properties derived from the UAE, Saudi Arabia and Kuwait and that the year-round occupancy from the Middle East market was around 45%. Cheval Group offers one-, two- and three-bedroom five-star apartments with services on offer including 24hour concierge, grocery delivery and a personal shopping service. Because of the importance of the Middle East market, the Cheval Group recently attended VisitBritain’s roadshow in the UAE, which

Cheval Group’s Hyde Park Gate property. took place in the emirates of Dubai, Abu Dhabi and Sharjah. Cruise will return to the region to take part in Arabian Travel Market (ATM) in May, joining the VisitBritain stand, and also has plans to roll out its websites — for the Cheval Group and Reside — in Arabic.

www.hoteliermiddleeast.com

Luxury news

Indian luxury train marketed globally Maharajas’ Express to be first pan-India super-luxury train, according to its owners RAIL TRAVEL Indian Railways Catering and Tourism Corporation (IRCTC) and Cox and Kings India Ltd (CKIL) have joined forces to create a premium luxury train venture, the Royale Indian Rail Tours Ltd. Managing director of CKIL Peter Kerkar, said the train would have many state-of-the-art features and would be the first to cut across state boundaries. “It will make luxury rail travel in India a pleasurable experience,” he said. “This train will compare with the best that is available internationally and IRCTC, our JV partner has

www.hoteliermiddleeast.com

ITINERARIES

One of the room interior on the Maharajas’ Express. put together the finest talent to execute this project. We in turn will market it globally.” The Maharaja’s Express has 23 coaches and a capacity of 82 passengers. It has five deluxe carriages, each with four cab-

ins; six junior suite carriages, each with three cabins; two suite carriages each with two suites and one presidential suite. Maharajas’ Express will embark on its first commercial run on January 9, 2010.

(a) The Princely India Tour: This seven-night itinerary follows the Mumbai-Vadodara-Udaipur-Jhodhpur-Bikaner-Jaipur-Ranthambore-Agra-Delhi route. (b) The Royal India Tour: This operates as the Princely India journey in the reverse with minor changes. (c) The Classical India Tour: This six-night itinerary will follow the Delhi-Agra-Gwalior-KhajurahoBandavgarh-Varanasi-Gaya-Kolkatta route. (d) The Celestial India Tour: This operates as the Classical India Tour in the reverse with minor changes. Tariff Plan: (a) Deluxe Cabins: US $800. (b) Junior Suite: $900 (c) Suite: $1400 (d) Presidential Carriage: $2500 The tariff is on a per-person per-night basis and is valid until April, 2010.

April 2009 – Luxury Travel News

Luxury news

Suite experience enhancement Royal Caribbean caters to Middle East guests with new amenities

Raffles Hotels & Resorts Morocco Resort RESORTS

CRUISES Guests staying in suites onboard Royal Caribbean ships will receive a more personalised service as part of Royal Caribbean’s new valueadd initiative. More than half of the cruise line’s Middle East guests book suite category accommodation, according to Royal Caribbean executive director Middle East Lakshmi Durai. Royal Caribbean International SVP hotel operations Lisa Bauer said that the range of suites, combined with the new suite amenities, offerings and the cruise line’s Gold Anchor Service created a “compelling cruise experi-

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One of Royal Caribbean’s Presidential Family Suites with balcony. ence for guests that desire a more exclusive vacation”. On arrival, guests booked into the Presidential Family Suite, Royal Suite, Royal Family Suite, Owner’s Suite and

Grand Suite will have access to a dedicated check-in while Royal Suite and Presidential Family Suite customers will be personally welcomed by a senior officer at the cruise

terminal and escorted to their suite. Other privileges include complimentary water, fruit plate, slippers, luxury bathrobes, chocolates, a pillow menu, complimentary 24hour room service and a dedicated suite attendant. Grand Suite and higher category stateroom guests will be invited to a private cocktail reception hosted by the captain, and will be allocated reserved VIP seating in the main theatre. On departure a complimentary valet luggage service will be offered. Also, as part of the new suite programme, the cruise line will upgrade furnishings in all suite category staterooms.

Raffles Hotels & Resorts will open its second resort, Raffles Taghazout, in Morocco in 2010. The hotel will boast a beachfront location on the Atlantic coast, with 165 guestroom villas and 60 Raffles Residences, which will be available for private ownership. Key features include Raffles Amrita Spa, indoor and outdoor fitness facilities and a traditionally-themed souq. Guests will also be able to access a beach club and a 18hole golf course. Raffles Taghazout will be part of a larger development along the Atlantic coast — Plan Azur.

April 2009 – Luxury Travel News

36 Luxury feature

It’s about getting back to nature and being at one with the environment ” It might mean different things to different people, but barefoot luxury is a travel trend that agents and operators should not ignore, says Gemma Greenwood

Luxury Travel News – April 2009

f you take the term ‘Barefoot Luxury’ literally, you imagine heading off to a desert island paradise, ditching your shoes and running around free as a bird on golden sands, feeling each grain sinking between your toes before gentle waves lap your feet and wash away that sumptuous grittiness. It’s a romantic notion, but at many Six Senses resorts, barefoot luxury is just that. When you arrive in the Maldives and board one of Soneva Gili’s luxury yachts that transports you to the island, one of the first things guests are asked to do is remove their shoes. The Bangkok-based company, which has become synonymous with ‘Barefoot Luxury’, has a policy of ‘No news, no shoes’ and for the duration of their stay, most guests comply. On Soneva Gili you breakfast, lunch and dinner in bare feet, ride bikes around the island in bare feet and when it comes to the end of your stay and shoes are once more required when disembarking the yacht on which you arrived, it feels foreign to say the least. But when defining ‘Barefoot Luxury’, there’s much more to it than throwing away your shoes for a week as industry professionals — and the Six Senses team — explain.

Soneva Kiri promises the ‘Slow Life’.

“‘Barefoot Luxury’ is synonymous with a ‘natural’ experience, which is very much a trend these days,” explains Six Senses Resorts and Spas managing director Bernhard Bohnenberger. “It’s about getting back to nature and being at one with the environment. “Six Senses was the leader of this trend and continues to implement it at new properties that are climate appropriate. “We find that our clients really like the concept. Some emerging markets took longer than others to adapt to it, but it is very much universally enjoyed nowadays and the Middle East is no exception.” He notes that in every market, there are luxury travellers who prefer a ‘bling’ experience, rather than a barefoot experience, but that there are “enough alternative resorts to satisfy them”. The destination development team at Emirates Holidays concurs, but believes that the days of ‘old luxury’, where gentlemen wore a tie for dinner and waiters wore white gloves, are truly behind us. “In the past, people with money would stay at expensive hotels where it was a formal affair,” says destination development manager for the Middle East, Africa and Indian Ocean, Merja Pollok.

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Luxury feature

“People would dress for dinner, but nowadays it has totally changed — people who make a lot of money want to relax when they go on holiday; they want to wear old jeans and t-shirts when they go to dinner.” Her colleague, destination development manager for Asia and Australasia, Davinder Kaur, adds that the modern luxury traveller demands subtlety, particularly where service is concerned. “They don’t want someone in their face every five minutes asking them if they need something,” she says. “They want staff to be in the background, anticipating their needs.” Kaur also stresses that to her — and to many top-end customers — ‘Barefoot Luxury’ is defined as a place where you are “in-sync with the environment”. Both Kaur and Pollok agree that Six Senses is a trailblazer for this concept. Many of its properties, which span several brands including Soneva by Six Senses, Six Senses Hideaways, Six Senses Latitudes, Six Senses Destination Spas and Evason, are made from natural materials, adopt sustainable practices and strive to reduce their carbon footprint. In fact, it defines its core purpose as ‘to create innovative and enlightening experiences that rejuvenate our guests’ love of SLOW LIFE (Sustainable, Local, Organic, Wholesome, Learning, Inspiring, Fun, Experiences). “The values communicated in the SLOW LIFE commitment positions Six Senses as the leader in providing sustainable tourism options for consumers, suppliers and partners — from the use of building materials and finishes from sustainable and local sources wherever possible, to the quality and origin of the food that is offered, and to the innova-

tive experiences that not only are fun, but also heighten guest’s knowledge,” says the company brief. “Reduction of carbon footprints that result from transporting goods over long distances is a prime component of SLOW LIFE, as is the sourcing of prime produce from local communities. Chemical-free organic options also result in more wholesome offerings and enhanced flavours. Keeping guests informed of these initiatives teaches them how to reflect the philosophy into their own lives, and how these intelligent alternatives benefits them individually and our planet as a whole.” For clients looking for a Six Senses property close to home, their best bet is the Six Senses Hideaway in Zighy Bay, Oman, on the Mussandam Peninsula. The company has also opened an Evason property in Jordan and has just revealed plans to open its third in the MENA region — in Port Ghalib on the Red Sea. However, it’s at the firm’s top-tier brand — Soneva — where the true barefoot luxury is to be found. There are just three properties that fall under this brand — Soneva Fushi and Soneva Gili, both in the Maldives and the forthcoming Soneva Kiri property in Thailand, which is due to open this summer. Soneva Kiri is situated on a 41-hectare or 102-acre site on the island of Kood — a virtually untouched island known for its tropical landscape, clear waters and white sandy beaches. In preparation for its opening, the company is already offering a ‘SLOW LIFE packages’, which includes private transfers to and from Bangkok International Airport, breakfast daily, an in-villa BBQ, cookery classes, a private SLOW FOOD lunch, and much more (prices available on request). Accommodation is in an Eco Villa or Hill

Tips from the experts Emirates Holidays experts pinpoint their ‘Barefoot Luxury’ favourites: • Mandarin Oriental in Chiang Mai • Four Seasons in the Maldives • Fregate Island Private, Seychelles • Soneva Gili and Soneva Fushi, Maldives • Al Maha, Dubai • The forthcoming Wolgan Valley resort in the Blue Mountains, Australia • New properties in the Emirates World of Choice brochure 2009: Kandooma Maldives and Velassaru Maldives

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Guests arriving at Soneva Gili are asked to remove their shoes.

People who make a lot of money want to relax when they go on holiday; they want to wear old jeans and t-shirts when they go to dinner ” Villa Suite and it’s the ‘eco’ element, as well as such a unique experience, that luxury travellers are increasingly demanding, a panel discussion on ‘Who is the EcoTourist’ at last month’s ITB conference in Berlin revealed. Jurgen Maier of American Express International presented results of research the company conducted on the green marketplace, which suggested that a typical eco-traveller is around 30 years old, living a healthy lifestyle that is good for themselves and good for the world — the ‘Conscious Consumer’. In fact, green travel is the new luxury travellers, says Amex. Another panelist, Andrew Harding, founder of Nature and Kind believes travellers desire more immersive and diverse experiences, yet lack the time to research holiday options. He therefore suggests that it’s not green and ethical travel that is the luxury commodity, but the time travellers crave. Amex’s research found the new breed of traveller emerging demands a unique experience, value for time and money, access to valuable knowledge and the opportunity to be conscientious. These consumers are loyal, passionate travellers, argues Harding, and there are rich rewards for companies that can strike a relationship with them with examples of companies having achieved this, according the panel, including Ritz-Carlton, which gets involved with community projects. Guests who show an active interest are invited to visit the projects and can get involved. The panel said that even though the programme is not marketed, promoted only by word of mouth, it has a 50% uptake. Emirates Holidays’ Pollok and Kaur say that whether ‘Barefoot Luxury’ is about the ‘conscious consumer’ taking part in community projects or the visitor to Soneva Gili leaving his shoes in a ‘No new, no shoes’ bag for seven days of shoe-free freedom, the trend is growing in popularity Kaur concludes: “It’s about relaxation and the luxury of space and time.”

April 2009 – Luxury Travel News

Spa and relaxation

Fit for purpose... The jury’s out as to whether spa will be another discretionary purchase that falls foul of the credit crunch, however, there is no doubt it has become a musthave at all top hotels. Kathi Everden looks at the appeal of wrap -and-rub culture he region’s industry professionals are cautiously optimistic that spa is a brand that sells ... and if a hotel is to be considered ‘quality’, its spa is among the reasons why. According to John Felix, senior vice president Emirates Holidays, a spa has become almost essential as part of a holiday package. “Many properties spend a lot of time marketing their spa facilities and the trade should be aware of these promotions and the type of spa on offer,” he says. Alpha Holidays product manager John Flower said the company had seen a ‘little more’ interest in spa holidays, with travellers booking a holiday based on whether or not a resort has a spa. “I think it has become so that if a resort or hotel does not provide spa facilities, travellers will question the overall quality of standard of that property,” says Flower. For Dnata Holidays, product development manager Tim White agrees that the availability of spa facilities is a real ‘make or break’ for customers when choosing a hotel, with preferred spa destinations including Maldives, Mauritius, Jordan, Thailand, Bali, Sri Lanka and Malaysia.

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Tai Chi and meditation are options that provide an opportunity to up-sell.

“We have definitely witnessed an increase in the demand for spa holidays, and preferred hotel brands here include W, Six Senses, Chiva Som, Banyan Tree, Kempinski and Aman Resorts,” he says. The bonus for the trade is that spa is global, with more than 72,000 worldwide; demand can cover short regional breaks, intensive wellness packages; spa at sea; spa country retreats; spa and sport, and even spa and family combos, and if that’s not enough, travellers can also spa on the run(way) with airport bolt holes increasingly winning fans. SpaFinder, the portal that documents all spa related development, recently announced its Top Ten spa trends for 2009, and reported that spas were moving on from pure pampering to a role in wellness and healthcare, while hospitals too were evolving spa-like offering. Other predictions were for more global brands; online bookings; discounts to counter the financial downturn; more ‘green’ initiatives; casino spas; alternative therapies such as Reiki and chakra balancing; in-transit spa expansion, and more and more quirky products to attract a younger clientele – think iPods during massage or lounges where clients can bury themselves in heated pebbles. And, while agents need not know details of

Guest numbers from the Middle East doubled in 2008 over the previous year ” April 2009 – Arabian Travel News

Spa and relaxation

doshas, hot stones and deep tissue, there is a case for sustained research into spa developments to deliver appropriate travel advice for potential holiday makers.

Chiva Som where it’s more about health than pampering.

DESTINATION MARKETING For some, the spa is the holiday and here a destination spa tends to be the preferred choice, but even so, there are essential differences from resort to resort. Doyen of the crop is Chiva Som at Hua Hin, a 15-year-old institution offering extensive services delivered with Thai style where healthy habits are taught for life-changing results. “Generally, resort spas offer pampering treatments but not in the integrated manner of Chiva Som,” says director of sales & marketing, Claire Leslie. “Guest numbers from the Middle East doubled in 2008 over the previous year, and included both Arab national and expat couples from all around the Gulf.” What these visitors are looking for is results from what is essentially a ‘health resort’, whether this is increased fitness, weight loss, detox, or even relaxation through pampering, and Leslie anticipates sustained business this year as people face stress in the economic crisis and look to bring back balance in their lifestyles — new packages introduced this year include a Yoga Retreat and Spa Cuisine for Life. Variations on a theme are available at Ananda in the Himalayas, India’s only destination spa several times voted the top destination spa worldwide, as well as its newer sister in Mauritius, Shanti Ananda. In the former, Ayurvedic principles underline many of the treatment packages, themed along with restorative healthy dining said vice president marketing Mahesh Natarajan. “We follow these principles to promote and maintain a healthy lifestyle, while offering guests a blissful setting overlooking the mountains and forests of the Himalayas, where they can be at one with nature and indulge in a total stress-free environment.” But, while guests can immerse themselves in the Ayurvedic lifestyle among the 27 treatment rooms, there are other diversions for partner pleasure including a nine-hole golf course, outdoor amphitheatre, cooking lessons, riverrafting and fishing, as well as chauffeur drive tours and 360 º mountain views. Likewise, in Mauritius, Shanti Ananda offers all the destination spa resources, with the added bonus of children’s programmes for family holidays, beach and tennis activities and local sightseeing, while in Thailand, Six Senses has opened its first destination spa on an island just off Phuket offering a holistic menu of opportunities for both wellness and activity seekers.

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If a resort or hotel does not provide spa facilities, travellers will question the overall quality of that property ” A relaxing afternoon at Chiva Som. According to Six Senses Destination Spas managing director Ana Maria Tavares, the resort’s appeal to a wide audience comes from the flexibility inherent in its package programmes. “Guests can opt for a standard package with healthy cuisine, spa treatments, fitness programmes and some special interest activities, or take part in a specific spa retreat, or tailor make their own experiences,” she says, citing anti-ageing, detox, energise, fitness booster and inner-peace themes. Attracting couples, individuals as well as groups of friends, both male and female, from the Middle East, the resort does have appeal beyond the spa, and with its Six Senses credentials, offers private pool villas, secluded beaches, four spas with Chinese, Indian, Indonesian and Thai treatments, plus activities such as private island picnics, cultural sightseeing, kayaking, yachting, water sports, cycling and more.

AROUND THE REGION But while spa is becoming an integral part of their principal holiday for many, there is also potential to use its pulling power to promote regional breaks as the standard of facilities is upgraded in the Gulf and wider Middle East.

“During Dnata’s Holidays recent Great Escape Sale, short-hop spa breaks sold extremely well with strong demand for Oman and the Dead Sea in Jordan,” says White. “We also saw an increase in bookings from other GCC countries for hotels with spa facilities in Dubai,” he adds. The choice is widening; as well as CHI at the Shangri-La Barr Al Jissah and the 2009 top Middle East spa winner, Chedi in Muscat, there’s Banyan Tree’s lavish Bahrain property where pool villas combine with the region’s most lavish spa facilities, including a hydrothermal garden and hammam, or the Emirates Palace in Abu Dhabi whose Anantara spa offers Natura Bisse’s Diamond Experience Ritual using real diamond dust, among a range of other treatments. Dubai offers Angsana, Per Aquum, Mandara and Givenchy brands, as well as superior own brand spas at Madinat Jumeirah, Park Hyatt and Grand Hyatt, Westin for instance, while Jordan’s Dead Sea attraction is enhanced by excellent spa facilities with Anantara at the Ishtar Kempinski, as well as Movenpick and Marriott. New here is the Evason Ma’in, a hot springs resort in a wadi near the Dead Sea operated by

April 2009 – Arabian Travel News

42 Spa and relaxation

The Princess Lotus Spa.

Conservation is a competitive edge and we recognise the need for an active role in balancing our impact on the environment ” Six Senses where meditation, thermal treatments, yoga and hiking are enhanced with treatment using Dead Sea salts and muds, local olive oil, olives, dates and honey. And even Gulf cities such as Doha are getting in on the act with W opening its Bliss spa this month, Four Seasons capitalising on a very fine urban spa and Ritz-Carlton doubling up with a Six Senses spa at Sharq Village and the Ritz-Carlton Doha capitalising on customer demand for an eco-friendly approach to spa using natural materials, energy-saving procedures and natural therapeutic products. “Conservation is clearly a competitive edge and we recognise the need for a more active role in balancing our impact on the environment,” says spa director Tina Pavlova.

ALL AT SEA Tropical or local, spa doesn’t stop there, with spa at sea the latest fad for cruise lines seeking to widen the appeal of holidays afloat with both pampering treatments and medi-spa facilities. Market leader Steiner alone operates 125 spas on 19 cruise lines, and every new launch sees more extensive spa facilities coming aboard — Royal Caribbean’s Rasul was formerly among the most exotic offerings, but

Arabian Travel News – April 2009

Four Seasons Terre Blanche Provence spa. now MSC has its Balinese Aurea Spa, Princess offers its own signature Lotus Spa with thermal suite and hot stone relaxation beds, renowned Canyon Ranch is on board Cunard, Seabourn will be putting two-deck spas with couples’ villas and cabanas on its new Odyssey-class ships, while Costa is developing its Samsara Spa concept with a 3500m² facility on board the new Costa Luminosa — homeporting in Dubai next winter. MSC meanwhile has combined a Balinese spa with premium accommodation on its new MSC Fantasia, where the Yacht Club offers 99 suites with butler service, exclusive pool, solarium, lounge and restaurant plus direct access to the spa. CEO PierfrancescoVago says around 200 passengers use the 2000m² spa daily and that MSC Aurea was the only spa in the world on a cruise ship that has its own spa doctor to perform consultations: “Launching this new concept on board our ships was an important move in response to our guests who want a rejuvenating holiday, especially on our winter cruises.”

SPA FOR ALL Even locally, spa specialist Wafi Health & Leisure that runs Cleopatra’s Spa, has ventured

in to the world of wellness with Cleopatra’s Medi spa offering non-invasive cosmetic procedures, skin rejuvenation, hair reduction and vein removal — while in Macau, the largest integrative wellness centre of its kind in the world is opening this year at the Venetian Macao Resort Hotel. The 9500m² Malo Clinic Spa will have a staff of 150 therapists and doctors and cover everything from spa pampering to cosmetic dentistry, anti-ageing and beauty and wellness. More focused, Taj offers four- to 15-night Ayurveda Journey packages at its resorts in India and the Indian Ocean, while Four Seasons in Bali has introduced innovative packages combining culture, cooking and spa — start with meditation, continue with a temple tour, take part in a Balinese cooking lesson and end up with a massage and facial using local ingredients at the riverside spa or trek through the countryside and participate in a riverstone bathing ritual and massage followed by a tiffin box lunch. Hop to France and the Four Seasons at Terre Blanche uses local product such as lavender, honey, lemon and olive oil to indulge and pamper with alternative attractions including the two onsite golf courses and nearby shopping on the Riviera. And, completing a holistic spa package, holidaymakers can often start their journeys with a spa at the airport. As well as BA and Virgin’s spa facilities at Heathrow, Lufthansa has opened two spa treatment rooms in its first class lounge at Frankfurt while Emirates has introduced its Timeless Spa at Dubai International Airport with 10 treatment stations in the first- and business-class lounges offering free 15-minute treatments for first class passengers and 25-minute options at a nominal fee for business-class passengers. According to senior vice president for Emirates Hotels & Resorts, Tony Williams, the facility is averaging around 150 massages a day. “Many first class passengers upgrade their (free) treatments by going to the full spa facility in the airport — while another development is the retail of our Timeless products in the lounges where we have put together packages aimed at travel with moisturisers, jet-lag relievers and spa treatment products.”

SALES ESSENTIALS Know your customer — is spa a priority? Is pampering on the menu or a more holistic approach? Is there a need for alternative attractions such as golf? Spa fans often like the new — make a note of new spa openings especially those with a difference. Use spa to upsell; the lure of a good spa can be converted in to a higher accommodation budget.

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44 Hong Kong advertorial

Hong Kong Tourism Board has just completed a successful tour of the Middle East with 17 of its trade partners, highlighting the multitude of reasons why you need to be selling Hong Kong he Hong Kong Tourism Board (HKTB) is optimistic about the future of Hong Kong as a travel destination of choice. Not only boasting impressive inbound visitor figures for 2008, following the success of its first ever GCC travel mission, the future is looking bright for Hong Kong. The mission took place in March and included stops in Dubai, Abu Dhabi, Doha, Manama and Dammam. A total of 18 suppliers from Hong Kong took part in the mission and worked closely with travel agents in 2.5 hour workshops that promoted networking and informed the region’s agents about the Hong Kong offering. The event was such a success that HKTB Director Northern Europe and Middle East Simon Mills, said the GCC mission was likely to become an annual event. Arabian Travel News caught up with Hong Kong’s assistant commissioner for tourism, Vincent Fung, to ask him why Hong Kong was targeting the Middle East region and how it expected to cope with the economic climate. “2008 was a very good year for Hong Kong and we had 29.5 million visitors despite the financial tsunami and managed 4.7% growth,” he said. “It was a record high performance. We don’t expect to be that lucky this year and there may be a slight decline, but we will still be in the region of 19 million — we are lucky enough to have mainland China behind us.” Since the implementation of the Individual Visitor Scheme (IVS), whereby wealthy Chinese citizens were granted endorsements to travel to Hong Kong, 57% of Hong Kong’s tourism is from mainland China. But Fung said the Middle East market was strong in Hong Kong, with the increase in the number of flights from the region a representation of its growing importance.

Arabian Travel News – April 2009

“Cathay Pacific has more than 20 flights per week to Dubai and you have Emirates and other airlines, so the Middle East is an important market,” he said. “Last year there were 170,000 people and we expect this to rise.” Primarily made up of high-spending, longstaying families, Fung said the great shopping, range of theme parks and safe nature of Hong Kong were key draws. Furthermore, Hong Kong has established a range of strategies to maintain and attract more visitors, including increased partnerships with destinations such as Macau, the development of cruises and the promotion of meetings opportunities through MEHK.

2008 was a very good year for Hong Kong ” Fung’s five key selling points • Cosmopolitan city with superb shopping and major events • Full of family entertainment • Visa free entry to nationals from more than 170 countries • Incredibly safe • Hong Kong is a central hub for the Orient and beyond

Hong Kong Disneyland A joint venture between The Walt Disney Company and the Government of the Hong Kong Special Administrative Region (HKSAR Government), Hong Kong Disneyland has always been an incredibly popular attraction since it opened in 2005.Located on Lantau Island in Penny’s Bay, it is 10 minutes from Hong Kong International Airport and 30 minutes from downtown Hong Kong by train or motorway. The park boasts some all-time favourite Disney attractions that include Art of Animation, Buzz Lightyear Astro Blasters, Cinderella Carousel, Space Mountain and The Many Adventures of Winnie the Pooh, among others. Furthermore, parades and special entertainment enhancements are put on at various points during the year including Festival of the Lion King and High School Musical: LIVE!. There are also two hotels and restaurants for families. CONTACT: John Tam TEL: +852 3550 3392 EMAIL: john.tam@disney.com WEB: park.hongkongdisneyland.com

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Hong Kong advertorial

KEY FACTS:

InterContinental Grand Stanford

Total visitor arrivals 2008: 29,506,616 Average hotel occupancy rate: 85% Overnight visitor per capita spending: US $687

Island Shangri-La Hong Kong Island Shangri-La boasts two Michelin-starred restaurants. Restaurant Petrus, the hotel’s French restaurant, and Summer Palace, the hotel’s Chinese restaurant, were respectively awarded one and two Michelin stars in the first Michelin Guide for Hong Kong and Macau. The hotel’s constant dedication to promoting home-grown talent has driven the unmistakable sophistication of the local dining scene. Restaurant Petrus’ signature dishes include pan seared

Ocean Park Ocean Park is located on the southern side of Hong Kong Island, covering more than 870,000m². There are three attraction areas connected by cable car and the outdoor escalator. Currently, Ocean Park is a financially-independent, not-forprofit organisation which offers a balanced mix of entertainment, education and conservation facilities to guests. In January 2007, the Central People’s Government of China announced that it would present to the people of Hong Kong another pair of young giant pandas, Ying Ying and Le Le, to join the two existing giant pandas, An An and Jia Jia, to celebrate the 10th anniversary of the establishment of the Hong Kong Special Administrative Region (HKSAR) Government on July 1, 2007.

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duck liver, grilled Aveyron lamb and Crayfish and frog legs vol-au-vent. Chef Lee Keung holds the reins at Summer Palace, delighting diners with braised Yoshihama abalone with goose web in oyster sauce, crispy chicken with spicy herbs and chilled sago cream with mango juice and pomelo. CONTACT: Larry Chan TEL: +852 2820 8321 EMAIL: larry.chan@shangri-la.com WEB: www.shangri-la.com

In March 2005, Ocean Park announced a Master Redevelopment Project (MRP) to build the park into the world’s best marine-based theme park. CONTACT: Rita Ma TEL: +852 3923 2557 EMAIL: rita.ma@oceanpark.com.hk WEB: www.oceanpark.com.hk

Nestled in a quiet corner of the shopping, business and entertainment districts of Kowloon, the InterContinental Grand Stanford is reaping the rewards of a concerted effort to attract Islamic customers. The first property in Hong Kong to offer halal prepared cuisine in all its restaurants, guests can try Cantonese and Italian fare safe in the knowledge it is suitable.

Furthermore, staff have been trained in Islamic culture and tradition and are more than happy to provide compasses, prayer mats and Arabic newspapers. Rooms have been fitted with Qiblat directional signs and Arabic TV. CONTACT: Roget Chow TEL: +852 2731 2850 EMAIL: roget_chow@interconti.com WEB: www.hongkong.intercontinental. com

Ngong Ping 360 Ngong Ping 360 is a unique tourism experience that combines a stunning 5.7km cable-car journey with an impressive cultural themed village and easy access to the Tian Tan Buddha Statue, the world’s largest, seated, outdoor bronze Buddha statue. One of Hong Kong’s must-visit attractions, the 25-minute cable car experience offers breathtaking

Royal Plaza Hotel Owned and managed by Sun Hung Kai Properties Limited, Royal Plaza Hotel is situated in Mongkok in the heart of Kowloon. Only 45 minutes by rail from China as well as Hong Kong International Airport, the opportunities for leisure and business travellers are exceptional. One of the highlights of the property is a 40m outdoor Roman pool, boasting seasonal heating and underwater music. For those looking for a little extra pampering, aro-

views of the beautiful North Lantau Country Park and Tung Chung Bay. CONTACT: Angela Sue TEL: + 852 2109 9783 EMAIL: angela.sue@np360.com.hk WEB: www.np360.com.hk

matherapy massages are available in the Vitalia Corner. Anyone looking to host an event can utilise the impressive Grand Ballroom with 5610ft² of column free space and a panoramic view of Kowloon Tong and Lion Rock. Foodies can take advantage of the wide range of sumptuous Cantonese fare, renowned buffets and international cuisine. Those with a keen eye for a bargain can stroll the various markets and shop to their heart’s content. CONTACT: William Chan TEL: +852 2622 6234 EMAIL: williamchan@royalplaza. com.hk WEB: www.royalplaza.com.hk

April 2009 – Arabian Travel News

46 Hong Kong advertorial

Plaza Premium Lounge Hong Kongbased airport VIP lounge operator, Plaza Premium Lounge, boast 30 locations in 10 international airports. Facilities include a buffet with a wide selection of quality food and drinks; computers with Internet access; and shower and nap facilities. CONTACT: Fiona Song TEL: +852 3960 1356 EMAIL: fiona@plaza-asia.com WEB: www.plaza-asia.com

Cathay Pacific 2008 has been a very challenging, but remarkable year for Cathay Pacific in Dubai. It enhanced its frequency to 24 flights a week to keep pace with the phenomenal growth of the UAE. Committed to maintaining its network, upgrading the in-flight products and supporting the local community, Cathay Pacific will continue to explore growth opportunities in the Middle East.

Kowloon Shangri-La Overlooking the world-famous Victoria, the awardwinning Kowloon Shangri-La is ideal for business or leisure. With 700 spacious guestrooms and six restaurants offering exquisite cuisine, it is renowned for outstanding value, modern conveniences and legendary Asian hospitality. CONTACT: Debbie Cheung TEL: +852 2733 8883 EMAIL: Debbie.cheung@shangri-la.com WEB: www.shangri-la.com

The Peninsula Hong Kong A true modern classic, where timeless elegance and advanced facilities define a new era of hospitality. Spacious guestrooms and suites, most commanding panoramic views, reflect a subtle blend of East and West, combining legendary service with innovative technology. Facilities include a magnificent Romanstyle swimming pool, a 12,000ftÂ˛ Peninsula Spa by ESPA and elegant banqueting

Southsea Tours With more than two decades of experience and a wealth of industry knowledge, Southsea Tours is recognised as one of the leading destination management companies in Hong Kong. An expert in organising meetings, events and programmes, Southsea Tours draws upon relationships with local vendors and creative thinking to perfectly tailor a solution for the client. CONTACT: Nicky Tok TEL: +852 2576 9980 EMAIL:nicky@southseatours.com.hk WEB: www.SouthseaTours. com.hk

and meeting areas. Whether staying for business or pleasure, even the most discerning guests will be impressed with the comfort and efficiency of the hotel. A fleet of 14 Rolls Royce Phantoms are available for transfers as well as a hotel helicopter service. CONTACT: Jeff Kwok TEL: +852 2315 3130 EMAIL: jeffkwok@peninsula.com WEB: www.peninsula.com

PC Tours & Travel Established in 1984, PC Tours & Travel is one of the leading destination management companies serving Hong Kong, Macau, China and Indo-China. The company has developed a wealth of highly focused and experienced talent, by creating specialist teams. Team specialisations include incentives, special interest groups, corporate meetings, conference and independent travellers. PC Tours & Travel has a mission to welcome guests with inspiration and is obliged to give quality, comfort and contentment.

HS Travel boasts offices in Hong Kong, Macau and South Korea. Specialising in providing products and services for a range of sectors including corporate travel, inbound tours, logistics and meetings business. The company has also formed Creative Agile Team (CAT), dedicated to meetings business.

Travel Asia (HK) has more than 35 years of experience in the marketplace and is one of the leading tour operators/DMCs/PCOs and hotel wholesalers in Hong Kong. Offering a professional service, the sophisticated TRAVEL ASIA ONLINE booking engine makes reservations easier than ever. With an XML interface, you can get rates, sharing allotments and confirmations for almost all of the hotel stock in Asia.

CONTACT: Kevin Chu TEL: +852 2734 3325 EMAIL: sales@pctourshk.com WEB: www.pctourshk.com

CONTACT: John Mong TEL: +852 2739 6100 EMAIL: johnmong@hstvl.com WEB: www.hstvl.com

CONTACT: Owen Yau TEL: +852 2721 0222 EMAIL: owen@travelasia.com.hk WEB: www.travelasia.com.hk

Arabian Travel News â&#x20AC;&#x201C; April 2009

HS Travel

Travel Asia (HK)

www.hoteliermiddleeast.com

Hong Kong advertorial

from Hong Kong Disneyland’ coupon book which offers savings of more than HK$1000 ($129).

Jetway Express

CONTACT: Samuel Wong TEL: +852 2336 6916 EMAIL: jetwayhk@iohk.com WEB: www.jetwayexpress.com

StayingAsia Destination Management Company StayingAsia DMC’s activities extend to all areas of the travel business, specialising in hotel wholesaling, holiday packages to Hong Kong, Macau and Southern China, and destination management, conference and incentive, inbound and hotel yield management tools representation. Parent company, Ann’s Travel, is a well established tour operator in Hong Kong with a fantastic reputation for its integrity and quality. CONTACT: Ken Law TEL: +852 2628 9986 EMAIL: ken.law@stayingasia.com WEB: www.stayingasia.com

Contacts Hong Kong Tourism Board — Dubai Office Nour Aridi TEL: +971 (4) 4278 110 EMAIL: dubwwo@hktb.com WEB: (Trade) PartnerNet.hktb.com (Consumer) www.DiscoverHongKong.com

y (c)Disne

Jetway Express is a leading inbound travel agent established in 1976. With 60 experienced staff, it provides competitive rates and room allotments to meet specific client needs. With a fleet of its own limousine, buses and luxury Chinese Junk ‘Oriental Dragon’, unique travel options are also readily catered to. Furthermore, Jetway Express is able to look after clients throughout the Orient, including China and can provide special rates during fairs in Hong Kong and China.

Cathay Pacific deals The following promotions are designed for the UAE and Oman markets: Hong Kong Disneyland buy two get one free travel package. From now until June 30, 2009 (except blackout dates), guests travelling in groups of three are invited to take advantage of this special offer. Starting from as low as AED 3210* ($874) pp including airfare, hotel accommodation and park ticket. Economy class and round trip airfare between Dubai and Hong Kong.* Hotel accommodation on room-only basis Disneyland Park ticket. Round trip transfer between airport — hotel — airport. ‘A Thousand Kisses from Hong Kong Disneyland’ Coupon Book (March 6 to June 30, 2009). Guests who make the booking will receive ‘A Thousand Kisses

Experience China with the Special Spring Promotion The travel package includes: • Round trip airfare between Dubai and Shanghai/Beijing as applicable. • Two- or three-nights hotel accommodations with daily breakfast in designated hotel in Shanghai • Three- or four-nights hotel accommodations with daily breakfast in designated hotel in Beijing. Sales period: From March 15 to June 19, 2009. Prices start as low as AED 2280 ($621) pp in economy class and AED 7580 ($2063) pp in business class.* Cathay Pacific operates 24 flights a week out of Dubai. • Three flights a week to Bahrain with early morning departures and evening arrivals. • Non-stop Double Daily to Hong Kong featuring evening/midnight departures and early morning/mid-afternoon arrivals. • Daily to Hong Kong via Mumbai with its new first class, business class and economy class cabins. * Taxes and surcharges extra

Unicorn Travel Management Unicorn Travel Management was established in 1990 by a group of veteran travel professionals. In 1997, the company became one of the first Hong Kong operators to serve the GCC. Operations include FITs and group tour programmes; hotel and serviced apartment reservations; free-and easy packages; special interest and incentive tours; and hotel reservations for trade fairs. CONTACT: Paul Fung TEL: +852 2312 6126 EMAIL: unicorn@unicorntvl.com.hk

www.hoteliermiddleeast.com

April 2009 – Arabian Travel News

48 Kingdom of Saudi Arabia A multi-million dollar government-funded effort to boost tourism in Saudi Arabia is part of a wider strategy to divert the country’s economy away from its oil dependence. ATN looks at some of the country’s latest projects and travel incentives

What’s

new in KSA

nd The Hilton Garden Inn bra t. has reached the Middle Eas

hile religious travel has traditionally been the key revenue generator in Saudi Arabia’s tourism industry, accounting for two thirds of income, recent investments are placing an emphasis on business travel. “Over the past few years we’ve seen more demand for meetings in Riyadh, because the government is making the visa process easier,” observes Four Seasons Hotel Riyadh general manager Rami Sayess. “It’s also becoming easier for the female business travellers, since they no longer require their husbands staying with them.” Tourism developments on the Red coast in Ras Humaid, Sharma, Qayyal and Dhaffat Al-Wajh in Tabuk province, Arrayes in Yanbu, Ras Muhaisen in Makkah province, Haridha in Asir and Farasan in Jizan are expected to attract US $40 billion investments and $2.6 billion annual tourist spends, according to the Saudi Commission for Tourism & Antiquities (SCTA). It has been projected that the resorts will have a combined total of 557,000 rooms and will create 413,000 jobs. Other recent projects in Saudi Arabia have attracted international five-star hotel brands, including Radisson-SAS, Marriott and InterContinental Hotels Group (IHG). Furthermore, Hilton has named the GCC as one of its top ten key development markets internationally, specifically citing Saudi Arabia.

Arabian Travel News – April 2009

Crowne Plaza on schedule 13 new Hilton Garden Inn hotels A partnership between Hilton Hotels Corporation and Riyadh-based AlHokair Group for Tourism and Development will see 13 Hilton Garden Inn hotels, comprising 2500 rooms) introduced in Saudi Arabia over the next five years. The hotels will be situated in key locations, such as Riyadh, Al Khobar, Dammam, Jubail, King Abdullah Economic City, Taif, Abha, Tabuk, Hail/ Buraydah and Yanbu. The Riyadhbased hotel is expected to be the first to open, this year. The agreement marks the entry of the first Hilton Garden Inn brand in the Middle East and Africa region. The service brand offers affordable rates for the mid-market traveller. The hotels will feature guest rooms offering a minimum size of 28m², two food and beverage outlets and a number of small meeting rooms.

Due to open in 2010, InterContinental Hotel Group’s Crowne Plaza Riyadh is being developed in partnership with Saudia Arabia-based Mohammed A. Al-Swailem for Commercial Investment. Conveniently located between the airport and city centre in Northern Riyadh, the hotel will mainly target the corporate market. It will feature more than 300 rooms and suites, seven meeting rooms and a 450m² banquet hall catering to more than 700 guests.

The Crowne Plaza Riyadh is scheduled to open in 2010.

www.hoteliermiddleeast.com

Kingdom of Saudi Arabia

New daily flights from Abu Dhabi Saudi Arabian carrier nasair has increased its flight frequency between Jeddah and Abu Dhabi from three times weekly to daily. Abu Dhabi Airports Company claims the change has been made in response to increased demand from passengers wanting to travel between the two cities for business, leisure and religious purposes.

It’s becoming easier for female business travellers, since they no longer need their husbands ” Four Seasons incentives Following the recent appointment of executive chef Ahmad Sleiman, the Four Seasons Hotel Riyadh has been awarded a food hygiene award. The hotel is the first in the Kingdom to attain the award, according to Four Seasons Hotels & Resorts. Furthermore, the hotel is promoting its meetings business by offering incentives and themed banquets as part of its corporate packages. “We recently catered to 400 guests with a desert meetings and incentive package, which included F&B and activities, such as quad biking. We’ve started to offer the whole experience take ownership of the event,” says Four Seasons Hotel Riyadh general manager Rami Sayess.

nasair commences daily flights from Jeddah to Abu Dhabi this month.

New promotions Brunch launched at Marriott Brunch at Bab El-Hara has been launched at the Riyadh Marriott Hotel. Although brunch is not a new concept in Saudi, this is the first regular themed event. Each Friday the hotel lobby will be decorated with a traditional marketplace theme and a widespread, extravagant buffet, with live cooking stations, a variety of hot and cold dishes and a diverse soft drink selection will be on offer. The brunch has been designed to accommodate families and walk-in guests, while children can have a blast in the kids’ play room with lots of activities, face painting and a series of surprise gifts, said Riyadh Marriott Hotel general manager Khaldoun Hayejneh.

Riyadh Marriott launches

Rosewood Corniche, Jeddah Delegates staying two nights in any of luxury hotel Rosewood Corniche’s rooms and suites during the Saudi Arabian working week, from Friday to Tuesday night, will be offered a third night free. Visit www.hotelcorniche.com for more information. od Special offers at Rosewo Corniche.

themed brunch.

Jeddah Hilton One in every five attendees booked will not be charged the hotel’s regular meeting rate, so that for a meeting of ten people, two attendees are free.

www.hoteliermiddleeast.com

April 2009 – Arabian Travel News

50 Touring Australia

Turn that frown upside

DownUnder 2

Australia is a huge destination and clients can easily get lost in the maze of options and locations on offer. Be their knight in shining armour and come to the rescue using ATN’s guide to the country’s major highlights ustralia is not unknown to the Middle East market and the number of flights to the Antipodean island from the region reflects this. However, it is the Gold Coast that dominates the mindset, with a reluctance to explore further. So why push for a harder sell? For a start you could make more money by tapping into an increasingly-adventurous younger Middle Eastern traveller. Travelling in smaller groups and looking for an alternative experience, this new breed of potential visitor to Australia means you need to be well equipped with an arsenal of ideas that move away from the norm. Emirates Holidays vice president commercial operations Dina Al Herais says she has noticed a change in attitudes towards travelling around Australia. “The target regional market is Arab nationals. It’s a long flight but most stay for a minimum of two weeks,” she explains. “The most attractive destination is still the Gold Coast — that’s well known, but we try to introduce other interesting destinations like Melbourne and Sydney.” And it would appear that introducing other locations is paying dividends. “People tend to go places where they’re comfortable and travel in big groups, but Arabic youngsters are more open to what we suggest and we’ve seen an amazing trend of this market wanting to do different things and even discovering different destinations and travelling in smaller groups and families,” Al Herais says. So the message is clear, get out and get selling more than the Gold Coast.

Arabian Travel News – April 2009

Northern Territories

Aboriginal art.

1 Blue Mountains Covering 1436km² The Blue Mountains is a mountainous region situated in New South Wales, Australia, which borders Sydney. Spectacular scenery and landscapes provide a wealth of trekking and outdoor activity opportunities. Use the glass-floored Scenic Skyway, the stunning Scenic Cableway, the world’s steepest Scenic Railway or Scenic Walkway to gain incredible views of the ancient rainforest. TEL: +612 47800200 WEB: www.scenicworld.com.au

Kakadu National Park and Arnhem Land combined comprise more than 110,000km² in the north east corner of the Northern Territory. The landscapes of Kakadu and Arnhem Land are diverse and are filled with Aboriginal art. Kakadu National Park is the largest national park in Oz. TEL: +61 88999 3900 WEB: www.tourismnt.com.au or en.travelnt.com EMAIL: info@travelnt. com

The stunning Blue Mount ains are located west of Sydney .

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Touring Australia

The Gawler Ranges boasts salt lake. Australia’s fourth largest

Tasmania The island of Tasmania is Australia’s smallest state and the most decentralised and geographically diverse. Highland lakes, rain forests and sandy white

beaches can all be found in Tasmania, which is just a short flight from Melbourne on the mainland. TEL: +61 3 62308235 EMAIL:

reception@tourism.tas. gov.au CORPORATE: www.tourismtasmania.com.au WEB: www.discovertasmania.com

Port Douglas

Gawler Ranges Stunning scenery formed by volcanic activity more than 1500 million years ago dominates Gawler Ranges National Park. Ochre-red hexagonal volcanic columns called the Organ Pipes offer an incredibly dramatic landscape that can easily be discovered by 4x4. Many land-speed record attempts have been made at Lake Gairdner, Australia’s fourth largest salt lake. Cabins and bush camping sites are located at nearby Mount Ive Station. Access to Gawler Ranges National Park is via gravel roads from Kimba, Minnipa and Wudinna.

Port Douglas is just an hour’s drive from Cairns on a breathtaking coastal road surrounded by forest and the Coral Sea. The area boasts two world-heritage listed sites; discover the Great Barrier Reef and the rainforest of Daintree and Cape Tribulation. Revitalise, in the Coral Sea and immerse yourself in the Northern Tropics of Australia through walks and safaris. TEL: +61 7 4099 4588 EMAIL: info@pddt.com.au WEB: www.pddt.com.au

is an Horseriding on the beach glas in Dou t Por at r offe on activity Queensland.

TEL: +61 88 303 2220 EMAIL: InformationAndBookin gs@SouthAustralia.com. WEB: www.southaustralia. com

Perisher

www.hoteliermiddleeast.com

Devil.

6 Byron Bay Byron Bay in northern NSW is the most easterly point of Australia and is one of the great surfing capitals of the world. Boasting superb beaches, fantastic shopping, good food and a thriving artistic scene, Byron Bay is a great location for all the family. Furthermore, it is also known as a health, wellness and spa destination. WEB: www.visitbyronbay.com TEL: +61 2 6680 8558 EMAIL: info@visitbyronbay.com

Perisher is Australia’s largest skiing resort, formerly known as Perisher Blue before it was changed to Perisher at the beginning of 2009. Located in the south eastern corner of New South Wales (NSW), ski enthusiasts are never left disappointed by the range of slopes and entertainment on offer. WEB: www.perisher.com.au TEL: +61 2 6451 4870

The infamous Tasmanian

Scenic Byron Bay boasts activities galore, from surfing to abs eiling.

NSW ski resort Perisher.

April 2009 – Arabian Travel News

Arabian Travel News – April 2009

INDIA UAE SOUTH AFRICA UK US

info@techtuners.com www.techtuners.com

Travel Agencies and Tour Operators

Offering Software Solution & Services Exclusively Designed for

Travel Industry Automation Experts

52 Touring Australia

Tangalooma

is located on

nd.

Moreton Isla

In the know Goods and Services Tax Australia has a Goods and Services Tax (GST) of 10%, but it is possible to claim this back if you spend A$300 ($211) or more in one store. Tourist Refund Scheme facilities are found at international airport terminals.

8 Tangalooma

Coming soon

Surrounded by crystal-clear waters, white sandy beaches and untouched national parks, Tangalooma Island Resort is situated on Moreton Island, only a 75-minute cruise across Moreton Bay by a high-speed catamaran from Brisbane. The resort is a perfect destination for guests seeking a unique adventure, educational or nature-based experience in a truly relaxed environment that is right on Brisbane’s doorstep. From June through to October, visitors can go whale watching. Other action packed things to do and see include the adrenalin-filled ATV quad bike tour, which caters to ages six and up. Tangalooma Resort offers Eco Kids activities conducted by the Dolphin Education Centre, which include marine-magnet making, chill-out video sessions and marine-mask making.

Opening in October 2009, Wolgan Valley Resort & Spa is set to offer a rare opportunity to experience true luxury in a spectacular Australian bush setting. Located adjacent to the greater Blue Mountains World Heritage Area, Wolgan Valley Resort & Spa is a conservation-based resort bordered by two national parks. Inspired by the acclaimed Dubaibased Al Maha Resort & Spa, the resort is set within its own private conservation and wildlife reserve. Spread out at the foot of towering sandstone cliffs, the Wolgan Valley Resort & Spa occupies 2% of the 4000 acres in which it sits. Accommodation comprises 40 free-standing suites, each with their own outside decks and private swimming pool. Indulge in a range of treatments at The Timeless Spa and a fully-equipped gym, tennis courts and outdoor swimming pool feature alongside the more rugged organised pursuits such as Aboriginal interpretive tours and nature walks.

CONTACT Chad Croft Sales Manager — Asia TEL: +61 7 3637 2000 EMAIL: croftc@tangalooma.com WEB: www.tangalooma.com

Great Ocean Road Winding along the breathtaking coastline of south-west Victoria is one of the world’s most scenic roads — the Great Ocean Road — home to the offshore rock formation known as the Twelve Apostles as well as stop-off highlights such as the Otways Rainforest and Bells Beach, where the Blockbuster movie Point Break is said to have been filmed. Surf, tranquil bays, lush rainforests and fascinating wildlife dominate this area. Towns such as Torquay, Lorne and Apollo Bay, the coastal city of Warrnambool and the historic villages of Queenscliff, Port Campbell, Port Fairy and Portland have become ‘must see’ destinations on this route.

9 ley.

Coming soon: Wolgan Val

Contacts TOURISM AUSTRALIA: www.australia.com REGIONS: Australian Capital Territory (ACT): www.visitcanberra.com.au New South Wales (NSW): www.visitnsw.com Northern Territory (NT): www.travelnt.com.au Queensland (QLD): www.queenslandholidays. com.au

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Touring Australia

Highlights of Australia Experience a stunning and diverse variety of cultures, landmarks, scenery, wildlife, cities, shopping and entertainment. From the aboriginal settlements in Alice Springs, to the stunning landscapes of Uluru, to the wonders of the Great Barrier Reef — Emirates Holidays’ Highlights of Australia package has them all: Melbourne — The capital of Victoria is a relatively modern city less than 200 years old. Melbourne offers the widest choice of restaurants, funky boutiques, café-filled laneways, unbeatable galleries, an Etihad Airways-sponsored stadium, luscious parks and village-like inner suburbs, each with its own special character. Adelaide — A city known for its many festivals, arts and sports, experience the Barossa Valley, the country’s leading wine region accompanied by an expert wine guide. Alice Springs — Australia’s art capital is home to many local and Aboriginal art galleries. Popularly

known as ‘the Alice’ or simply ‘Alice’, with yearround blue skies, stunning landscapes and a vibrant community, this is a must-have experience.

are.

Melbourne’s Federation Squ

Uluru — Breathtaking views of Australia’s iconic Ayer’s Rock take on a stunning array of red and brown shades from dawn to dusk. Enjoy themed dinners — a sunset barbeque or a walk through the Valley of the Winds for the ‘Sound of Silence’ dinner. Cairns — A compact, cosmopolitan and tropical city; watch a performance of the Pamagiri Aboriginal Dancers and take a ride on the Skyrail Rainforest Cable over treetops. Explore further from Cairns — cruise to the Great Barrier Reef, where you can choose to float gently across the reef aboard a semi-submersible or view marine life while diving or snorkelling. Sydney — Spectacularly set around one of the world’s largest and most scenic natural harbours. Sydney Opera House, The Rocks, Darling Harbour are some of the world-famous attractions to name just a few.

Airfare inclusive: AED 22,470 (US $6118) per person on a twinshare basis (Validity: April 1 — May 5, 2009). Package Inclusions: • Economy class airfare — Dubai/Melbourne/Adelaide/Alice Springs/Ayers Rock/Cairns/Sydney/Dubai on Emirates and Qantas (domestic). • 11 nights in four- and five-star accommodation in Melbourne, Adelaide, Alice Springs, Ayers Rock, Cairns and Sydney inclusive of variable meals as per Emirates Holidays itinerary. • Daily excursions as per itinerary. For information visit www.emirates-holidays.com

ArRIVED THE WHOLe COUNTRY. STILl TRYING TO DEPARTed GET OVeR uLUru. PLANnING TO SEe

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www.hoteliermiddleeast.com

April 2009 – Arabian Travel News

54 Data

Travel to UAE slows Travel to and from the UAE slowed down in 2008 compared to 2007 reveal statistics on GDS-booked air travel provided by Travelport’s Business Intelligence division GENERAL OVERVIEW After rising by almost 14% in 2007, international travel to and from the UAE in 2008 experienced a slower growth of just under 6%. Giving a single number however masks the considerable variation that was experienced over the course of the year. 2008 began strongly with the months through to June posting gains in the 10% to 15% range. This strength was experienced both in outbound travel (with monthly growth rates from 10% to 20%) as well as inbound travel (monthly growth rates of 10%-15%). However, in the second half of the year demand for travel to and from the UAE was not immune from the dampening effects of the general downturn in the global economy. Outbound travel in the second half remained in the positive column, with growth coming in at 7% (vs 19% for the first half ), but inbound travel was in negative territory most months, coming in at -5% overall for the second half (vs +9% in the first half ). December inbound travel came in at -12%. October, the month after Ramadan, stands out in the second half for its rela-

Travel from China has held up relatively well, with January still in positive territory at +0.5% ”

tively robust inbound travel performance, coming in at +8%. This is certainly at least in part explained by the fact that Ramadan in 2008 (Sep 1–Sep 30) was almost two weeks earlier than in 2007 (Sep 13 – Oct 12). 2009 starts off with overall travel to and from the UAE down by about 6%, but again with a marked difference in performance between inbound travel (-14%) and outbound travel (+9%).

INBOUND TRAVEL Inbound travel accounts for about 60% of the total air travel to and from the UAE (40% is outbound from the UAE). As mentioned above, inbound travel saw a healthy first half with overall growth of 9%, but this fell off significantly in the second half to -5%. On aggregate the 2008 was still positive at +2%, but 2009 has started poorly at -14%. Asia contributes 35% of the inbound travellers, most coming from India, Pakistan and Bangladesh. For 2008 there were about 8% less travellers from India, but 17% more from Pakistan and 25% more from Bangladesh, although growth was in negative territory for all three by December and continued so into January (India -12%, Pak-

Arabian Travel News – April 2009

istan -24%, Bangladesh -10% in Jan). This large volume of travel is driven of course by the very large Indian population living in the UAE and the Gulf region in general (it is estimated that in 2007, nearly 42.5% of UAE’s work force is Indian (www.thehindubusinessline.com/2008/12/02/stories/2008120250392000.htm), but also by strong and growing economic ties. The UAE is the second largest market for Indian products globally, exports from Dubai to India increased 113% in 2007 and, as of February 2008, 12% of the companies registered with the Dubai Chamber of Commerce were Indian. Interestingly, travel from China to the UAE has held up relatively well, with January still in positive territory at +0.5%. Other Middle Eastern countries are the next largest contributors of inbound travel to the UAE, accounting for about 25% of the volume. Saudi Arabians make up about a quarter of this group, followed by Kuwait, Qatar, Bahrain and Egypt. Of all the areas contributing inbound travel. Only the Middle East region shrank overall for the year 2008, coming in at -5.3% for 2008 (+3% Jan – Jun, -12% Jul – Dec). In December travel from Saudi Arabia, Qatar, Bahrain and Egypt was down more than 20%, although the decline moder-

www.hoteliermiddleeast.com

Data

ated somewhat in January to the mid-teens for Saudi, Qatar and Bahrain. Kuwait, the only country to show positive numbers for December (+10%), fell to -2% in January. The European Union countries are the third largest contributors of inbound travel. Together they represent about 20% of inbound travellers, with by far the largest country in this group being Great Britain. More than one million Britons holiday in the UAE annually. Great Britain accounts for more than 40% of the EU travel to the UAE, followed by Germany with about 20%. Italy and France follow next with just under 8% each. Similar to what has been seen above, the first half of the year (+10%) was stronger than the second half (+1%), resulting in an overall 5% increase for 2008. On

an annual basis, many countries showed strong growth. Some examples include Italy (+16%), France (+11%), Spain (+25%), Denmark (+20%), Ireland (+18%), Portugal (+36%). This attests to the UAE’s growing popularity as a tourist destination, but is also a reflection of the economic ties that exist with the EU. The Dubai Chamber of Commerce and Industry reports that the UAE is Great Britain’s largest trading partner in the gulf; trade between the UAE and Germany increased 7% in 2007 to 5.2bln Euros (http://www.menafn. com/qn_news_story_s.asp?StoryId=109320 0360). Other regions contributing inbound passengers include Africa (9% of the total with a growth in 2008 of 6%), and North America (4% of the total with a growth in 2008 of 13%).

Egypt is still the top outbound destination in the Middle East for travellers from the GCC.

www.hoteliermiddleeast.com

OUTBOUND TRAVEL Outbound travel from the UAE grew a healthy 12% overall for the year 2008, and while the second half was less robust (+7%) than the first (+19%) there was no month where growth was not experienced. This continues to be true for January 2009, which saw outbound growth of 9%. For the reasons mentioned above, the most important destinations in Asia, which makes up more than 50% of the outbound travel from the UAE, include India, Pakistan, and Bangladesh. The Philippines, which also has a large number of foreign workers in the UAE, is another top destination in Asia. Outbound travel from the UAE to Asia increased by 13% in 2008. The second most important destination area for out-

The top destination is Egypt, accounting for 22% of the volume (of UAE outbound traffic to the rest of the Middle East) ” April 2008 – Arabian Travel News

56 Data Outbound travel from the UAE to Asia increased by 13% in 2008.

bound travellers from the UAE is the Middle East itself, accounting for 28% of the volume. The same pattern of a strong first half (+17%) followed by a weaker second half (+2%) is seen, resulting in an overall 2008 growth of 8.5%. The top destination is Egypt, accounting for 22% of volume, followed by Saudi Arabia, Lebanon and Qatar, each accounting for 10%-12%. Travel to Lebanon in particular posted a strong performance with a growth of just under 30%. Other destination areas for outbound travel include the EU (9% of the total with a growth in 2008 of 13%), Africa (4% of the total with a growth in 2008 of 19%), and North America (3% of the total with a growth in 2008 of 19%).

Arabian Travel News â&#x20AC;&#x201C; April 2009

www.hoteliermiddleeast.com

Deals

Special Spring offers With clients tightening their purse strings, ATN rounds up some of the best offers that will encourage consumers to keep travelling this month ific team up.

OMAN SPA Nahda Resort & Spa is offering a ‘Spa Escape’ for GCC guests until the end of August. Pick up an executive suite (single) for RO 95 ($247), an executive suite (double) for RO 118 ($307), a premium suite (double) for RO 128 ($333) or a suite royale (four pax) for RO 236 ($613). The rates include buffet dinner, breakfast, one spa treatment per adult and taxes. Additionally, up to two children aged up to 12 can stay free with parents. For reservations email stay@alnahdaresort.com

AUSTRIA

HONG KONG

Dolder Grand celebrates reopening.

Guests staying at the Dolder Grand, Zurich, in April will receive one night’s free accommodation for every paid-for night up to a maximum of four nights. The offer is to celebrate the reopening of the city resort on April 3, following a four-year renovation.

IHG GLOBAL Al Diar Siji Hotel slashes April room rates.

FUJAIRAH FRUIT Receive 30% discount on published room rates at the Al Diar Siji Hotel Fujairah from April 9 to 5. Guests receive a fruit basket, midnight chocolates and Arabic sweets on arrival and those checking into a deluxe room will be given a bottle of house wine. Call +971 (0)9 223 2000 for details.

www.hoteliermiddleeast.com

IHG Priority Club Rewards members can earn a free night at one of more than 675 hotels from IHG in Europe, the Middle East and Africa, including Crowne Plaza, Holiday Inn, Express by Holiday Inn, Hotel Indigo and Staybridge Suites. Once members have stayed twice at an IHG hotel their account will be topped up with 25,000 loyalty points; equal to one night’s stay. For more information or member registration visit www.priorityclub. com/freenight

Cathay Pacific has launched a ‘buy two get one free’ package to Hong Kong Disneyland for UAE residents. The deal includes three Cathay Pacific economy-class return flights, three Hong Kong Disneyland park tickets with ‘Stay and Play for 2 Days’ upgrade, one garden-view room for one or two nights at either the Hong Kong Disneyland Hotel or Disney’s Hollywood Hotel. Alternatively guests can stay two or three nights at selected hotels located in downtown Hong Kong. Each guest will receive complimentary roundtrip airport transfers and ‘A Thousand Kisses from Hong Kong Disneyland’ coupon book offering savings worth HK$1000 (US $129) valid until June 20, three ‘Disney’s Magical FASTPASS’ for free entry into either BuzzLightyear Astro Blasters, Space Mountain or The Many Adventures of Winnie the Pooh attractions. Log onto to www.cathaypacific.com for more information.

And one for you Travel agents and tour operators receive a special rate of US $550 per suite per night at Al Maha DesTravel agents receive ert Resort & Spa. special rates at Al Maha. The offer includes accommodation in a Bedouin Suite, taxes and service charges, meals on a full-board basis and two onsite activities and is valid until September 17. For full details visit www.emirateshotelsresorts.com

April 2009 – Arabian Travel News

58 Training: Ireland Blarney Castle. selling points to the UAE last month as part of its regional trade mission.

one of The friendly Irish folk are USPs. ’s ntry cou the

FROM THE HORSE’S MOUTH One of these guests was Irish National Stud marketing and promotions officer Frieda O’Connell. Located 30 miles from Dublin in Kildare Town, The Irish National Stud is spread across 958 acres comprising of 258 boxes housing some of Ireland’s finest thoroughbred mares, foals and stallions. “Horses provide a strong link between the UAE and Ireland, with His Highness Sheikh Mohammed Bin Rashid Maktoum and family owning up to five stud farms in the country,” said O’Connell. The stud sells itself as a family attraction. Facilities include daily guided tours of the stud and world-famous Japanese gardens, a gift shop, free car and coach parking, homecooked food on offer in the restaurant, a picnic area and four acres of woodland walks in St Fiachra’s Garden.

warm Irish welcome A

Cold weather and a warm welcome make Ireland an attractive destination for travellers from the GCC this year, according to Tourism Ireland. So ATN prepares agents for the easiest of hard sells ith a new agent hub opening in Abu Dhabi and talks of an Irish Embassy to be launched in the capital by the end of the year, Tourism Ireland is determined to attract more visitors from the GCC. “It’s something new in this region, but we believe Ireland will suit the people here — we’ve done our research,” said Tourism Ireland GCC account manager Aiveen Ryan. According to Ryan, it’s not Ireland’s stunning scenery, luxury hotels or attractions that will make the destination a hit with the Middle East visitor — it’s the people. “From our research, they like our warm and

Arabian Travel News – April 2009

authentic welcome. Many countries boast magnificent scenery and we’re no different; we have breathtaking landscapes, but what tourists tell us again and again is it’s the Irish people they love,” said Tourism Ireland manager of new and developing markets Geraldine Egan. This theory is encapsulated in the board’s latest advertising campaign, which bears the slogan ‘Ireland, the island of unique character and characters.’ However, you can’t sell a new destination solely on the promise of good hospitality and a host of friendly folk. That is why Tourism Ireland brought three of its key trade partners, representing some of the country’s unique

Quick selling tips Who to sell to: Arab Nationals; according to Tourism Ireland GCC account Manager Aiveen Ryan, Ireland saw a 25% increase in the number of UAE nationals visiting Ireland from 2007-2008. Getting there: Etihad Airways operates a direct daily service from Dublin to Abu Dhabi. The airline recently expanded its service to Ireland having signed a code-share agreement with Irish carrier Aer Arann. Alternatively, good air links with France and England make Ireland a convenient extra stop to add-on to European packages. Add-ons: The Dublin Pass is the official visitor card for Dublin, which offers generous commission rates for agents selling it. Visit www.dublinpass.ie or email pass@dublintourism.ie for more information. Etihad Airways’ A330-200.

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Training: Ireland

O’Connell recommends that agents include the Stud as part of a city holiday package to Ireland’s capital, Dublin, to give clients a welcome escape from the hustle and bustle of the city. The Stud is just a short journey from Dublin by car, coach or train and a free shuttle bus runs from the stud into the neighbouring Kalie Village so visitors can make a real day of it. This is about as cultural as it gets when it comes to promoting Ireland in the Middle East as Tourism Ireland’s market research revealed that nationals travelling from this region generally weren’t looking for culture as part of their holiday package.

ISLAND OF WELLBEING Instead, post-visit surveys highlighted luxury, rest and relaxation as being highly desired

We’re able to help them put together a tailored programme and negotiate rates ”

Geraldine Egan and Aiveen Ryan.

among GCC nationals choosing a new holiday destination. In recognition of this, there has been a huge investment in spa across the country. “Ireland is naturally scenic, so having a beautiful spa in gorgeous surroundings on an island is a big draw,” said spa-ireland managing director Alison Bell. Bell set up the spa-ireland.com, an online booking facility for spas, last year. The spas featured on the website are those that Bell — being from a holistic background herself — says she could personally recommend. “Agents should use the website as a knowledge point and we’re able to help them put together a tailored programme and negotiate rates,” she says. Bell also points out that many of the spas on the website are designed and managed by international spa consultant ESPA, which caters to the Arabic culture; with separate areas for men and women and an emphasis on privacy and discretion.

TAILORED LUXURY Creating a tailored experience, which caters to the Arabic guest, is also a priority at Ireland’s hotels, according to Tourism Ireland. “We’re positioned to meet the demand of the discerning traveller, which includes GCC guests looking for luxury,” says Egan. “A lot of our products are top end and we’ve attracted major brands such as Four Seasons, Renaissance, Marriott, Radisson, Sheraton and Westin. Then there are our older traditional brands, which also offer a high standard of accommodation and level of service.” One of the initiatives, which has been set up to guarantee a well-tailored experience to meet specific requirement of guests from this region, is a GCC country club. Contemporary five-star hotel, the g, in Galway, is a member of the GCC country club. “Members show a commitment to ensuring products containing alcohol or pork are labelled, prayer mats are available at the hotel

and those are the details that really count when you’re targeting this market,” said the g sales executive Eilísh Wall Egan adds that members of the country club will receive priority when it comes to bringing in the travel trade; however there are currently only 12 current members. Despite this, Egan observes that there is a diverse and large international workforce already in place in the country, with a number of Arabic speakers positioned among hotel staff and a growing Muslim community.

SOMETHING FOR A RAINY DAY While the GCC traveller has generally been labelled as a luxury seeker, Ryan points out that during the current financial crisis there has been a tendency for the regional market to opt for budget deals. “We’re seeing more quotes for three- and four-star hotels coming in from the Arab market,” she says. “So we offer the full range, from five-star luxury, remote country castles, to self-catering apartments just outside Dublin, which are popular with large families.” Furthermore, Egan says that there’s never been a better time to visit Ireland. “The Euro exchange rate means that the Dirham will get travellers further for their money and there are some excellent offers to be snapped up on accommodation, dining and entertainment. So it’s not all doom and gloom she says. “Travellers from the GCC even like the cooler weather and the rain in Ireland.”

Further training Shamrock Club Tourism Ireland is in the process of developing a new training tool for agents. The Shamrock Club website is expected to go live at the end of April, with the intention of making selling Ireland easy for agents. Workshops As part of Ireland’s trade mission, Tourism Ireland has hosted a number of training workshops for travel agents and tour operators. These have been held in Dubai, Abu Dhabi and Al Ain. Keep an eye out for upcoming workshops at www.tourismireland.com Websites Dublin trade website offers a reference guide to assist the travel trade in promoting and selling Dublin worldwide. Visit www.visitdublin.com/trade DVDs, training and promotional materials and advice and assistance on planning familiarisation trips can be issued on request.

Carton House in Kildare.

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April 2009 – Arabian Travel News

60 People

New recruit Having visited 86 countries, Tom Kulinski explains how a case of the travel bug led him to his new role as business solution and migration manager to AACO at Amadeus MEA ATN: How long have you worked in the travel and tourism industry? I’ve been associated with the travel industry for more than 21 years. I started as a student in Poland, where I grew up. I went on to live and work in eight countries, continuing my career and education simultaneously in various sectors of the travel and tourism industry. My experience includes stints working with airlines, in the hotel and hospitality sector and within travel and tour agencies. Finally, I found my professional calling at Ama-

headquarters, as well as regional centres in Miami, Bangkok and now Dubai.

Kulinski has visited 86 countries. deus headquarters in Southern France. Over the past 14 years I’ve contributed to Amadeus’s success, working at the company’s Madrid

ATN: Why did you pursue a career in this industry? Since I was a kid I’ve always imagined this industry to be an excellent opportunity to learn about the world, to discover other countries and to appreciate other cultures. I can happily say that I was not mistaken. It’s both an exhilarating and enriching experience to be part of this vast and global industry. ATN: What attracted you to your new role at Amadeus? Amadeus offers a vast vari-

ety of career paths and professional growth. I intend to take full advantage of these opportunities and face the many challenges brought upon me by the new role. In addition, the travel and tourism industry in the Middle East is undergoing enormous changes and development. I welcomed the opportunity to be part of this invigorating process. ATN: What do you intend to bring to the role? While building on my previous experience and acquired knowledge, I’ll strive to bring innovation, creativity and ability to serve our custom-

ers in the region — even better than they’ve been served so far. In these exciting times of change and expansion I believe these attributes will be the key to success for our customers and partners. ATN: How do you spend your days off? I love to travel. And I take pictures — lots of them. Be it a short weekend trip to Istanbul, or a two-week tour of Oman, I hope to experience as many cultures as possible while living in Dubai. I’ve visited 86 countries so far, Yemen was the last. My lifelong journey is just getting better and better.

Checkin’ in / checkin’ out... LARREY AT THE RITZ Covi Larxe-Rey has been appointed director of business travel at Ritz-Carlton, Bahrain Hotel & Spa. Joining from her role as sales manager at Heathrow Marriott Hotel, UK, Larxe-Rey brings more than eight years experience to the role. She will be responsible for the hotel’s regional and international accounts.

RETURN OF SHANKAR Al Diar Siji Hotel & Siji Hotel Apartments has appointed Shankar Bharadwaj as director of sales & marketing for both of the brand’s properties in Fujairah.

Arabian Travel News – April 2009

Bharadwaj brings 30 years experience, having progressed within international hotel chains throughout India and the Middle East.

MATTAR STEPS UP Haitham Mattar has been appointed commercial director Near East for InterContinental Hotels Group (IHG). Mattar has moved from his previous role as director of marketing IHG MEA based in Dubai, to Beirut, where he will oversee the commercial function for hotels in Lebanon, Libya, Egypt, Jordan and Syria. He will also take on the responsibilities of area general manager — Lebanon.

E-TRAVEL FOR GEORGE Shibu George has undertaken the new role of e-commerce engineer at Amadeus in Dubai. George brings 10 years experience to the role, as well as extensive e-travel knowledge having previously worked with Amadeus as an online sales engineer. George will drive and support the e-commerce needs of travel agencies, TMCs and corporate travel in the region.

EVERYBODY HERTZ Nigel Johnson has been appointed general manager with Hertz UAE, which is forging ahead with

an AED 60-million (US $16.3-million) expansion of its car rental and leasing operations. Johnson has 14 years of experience within the leasing industry. He takes over from Bob Farrow, who has been promoted within the Al Futtaim Group and will now take the position of senior general manager of business development at Al Futtaim Private Company LLC.

JALEEL JOINS UP Amadeus has appointed Naqqash Jaleel as sales engineer for travel office products and services, Amadeus MEA. Jaleel previously worked with the Al Shamel Group as

business systems coordinator for Carlson Wagonlit Travel. Based in Dubai he will work with customers and report to business solutions senior manager Eric Bézard.

RADISSON REVAMP Radisson SAS, Dubai Deira Creek has appointed director of sales Lin Aydin (below right) and director of marketing and communications Stephanie AbouJaoude (left). Both have been promoted; Aydin previously was assistant director of sales and marketing and AbouJaoude; the former PR and communications manager.

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62 People

Travel agent interview PLAN IT WITH PLANET.

ANWAR ALDALAI, SALES EXECUTIVE, ARABIAN PENINSULA TRAVEL AND TOURISM, YEMEN

Arabian Peninsula Travel and Tourism sales executive Anwar Aldalai gives ATN an insight into the travel market in Yemen

VISIT US AT ARABIAN TRAVEL MARKET. MAY 5 TO MAY 8. STAND NUMBER UAE 1020.

ATN: How is the travel trade faring in Yemen at the moment? The travel trade remains very strong and highly competitive. This is the case despite an increase in the numbers of non-BSP agents and IATA bank guarantees, which is currently US $500,000. ATN: What are the challenges travel agents face in Yemen? At the moment the main challenges are web fares and internet bookings on the rise, but we are dealing with the challenge and are doing well. Arabian Peninsula Travel and Tourism is one of the major players in town and we are really up to the mark in the service and products we offer our corporate and leisure clients. Of course, we also have a proficient and competent frontline staff, which is very important. ATN: Are there any major developments in Yemen that will help travel agents in their operations? Certainly the expansion of Sana’a International Airport is a plus, particularly with the operation of the local low-cost carrier Felix Airways.

Check us out at www.planetgrouponline.com.

Planet Group Tel : +97142822199 P.O. Box 55645, Dubai, UAE Arabian Travel News – April 2009

ATN: What is the hotel supply currently like in Yemen? When you come to Yemen you realise the hotel offering could be described as scanty. In the capital we have three five-star hotels with the rest being of what I would call a local standard. I would love to see investors come to Sana’a and put some of their capital into hotel investment. ATN: Have you noticed bigger agencies attempting to take over smaller agencies in Yemen? Yes this is something I have been

Aldalai says the development of Sana’a International Airport will help boost tourism to Yemen.

At the moment the main challenges are web fares and internet bookings on the rise ” aware of with a few of the larger agencies attempting to gain control over some of the mid- and small-scale agents, but I haven’t known of any successful attempts yet. ATN: Is there much competition between online and bricks-andmortar agencies in Yemen? Very much so and there is a great deal of cut-throat competition between the agents. It’s worth mentioning that 0% commission has not been implemented in the country and every agent gives its own discount to the customer. ATN: How many outlets does your company have?

We currently have two outlets with a third underway. ATN: What are your best selling products and which ones have dropped off? Our best-selling products are air tickets and hotels reservations. Touring packages and holiday packages have really slowed down to the point of being comatose. ATN: Do you see a good future for Yemeni agencies? I think the Yemeni travel trade has a promising future and I am hopeful. Due to Yemen being rich in oil and gas, foreign companies continue to flow into the country.

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People

: Which are the new and emerging outbound destinations from the Gulf?

Six months ago the main destination being promoted would have been China, but during the current circumstances it’s Thailand, Malaysia and the Indian Ocean. These regions have always been popular, but particularly now due to their value for money and accessibility. Australia is also picking up with more routes between this region and there. Another destination we have noticed emerging in this region is Vietnam. I’ve had a lot of destination management compa-

nies (DMCs) promoting this product, especially its spa holidays and new hotels. There are some very competitive prices out there, particularly in Asia and the Indian Ocean. Europe is becoming cheaper, almost by default, due to the currency exchange. Ian Alden, managing director, Arabian Pacific, Dubai

We’re pushing the Middle East and the Subcontinent. This is because we’re anticipating our key clients over the next few months to be groups of people who have been made redundant. The companies will be booking a lot of intraregional, one-way tickets for ex-emplyees. Sherya Sharufzadeh, sales manager, Al Khalid Travel, Dubai

We’re pushing the Middle We’ve been promoting the Far the sub continent. East and Europe. We’ve seen This is because anticioutbound travelwe’re to Europe pating our clients over the decrease bykey about 50%. next months to be groups Butfew there has definitely been of people whointerest have been made an upcoming in Far redundant. The companies East destinations. will be booking a lotthings of intraWe’re excited how will regional, one-way tickets. turn out with this market over the next month. Simon Rodrigues, senior sales & marketing executive, Travco, Dubai

Team Travel & Tours managing director Narendra Bhatia.

Arabian Pacific managing director Ian Alden.

We’ve noticed that the Far East; Bangkok, Singapore, London and Zurich have been very popular recently. We think this is because hotel rates in these areas have gone down by so much, particularly in London. So people know they can get a really good deal if they travel to one of these destinations for their holidays. Suraj Kumar, assistant manager, DBA & Sons Travel & Tours, Dubai

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We’re promoting cruise holidays worldwide this summer. It’s still new for people from this part of the world, but with low rates on cruising and airfares being affordable it’s the best time to promote an all-inclusive package, where everyone can enjoy holidays to the fullest as a family. We’re also promoting Kerala, South West India, particularly its value-for-money. Ranjith P.V. divisional manager, Al Reyami Travel & Tourism, Dubai

“We’re very busy with China and India at the moment. There have been a lot of corporates shifting their interest from Europe and Nepal to these countries. About 40% of our business is from corporate companies, so

often travel trends shift depending on where exhibitions and concessions are taking place. Narendra Bhatia, managing director, Team Travel & Tours, Dubai

April 2009 – Arabian Travel News

64 Final call

ATN caged TV explorer Bear Grylls to find out about his adventures in the Middle East, Transylvania, Antarctica and his favourite destination of all time… North Wales, UK Grylls’ real name uncovered: I was christened Edward; that became Teddy, and later Teddy Bear. So that’s how it came about and it has been the same ever since. Grylls on the Middle East : I’ve done a lot of climbing with friends and family in Oman. It’s a world of its own out there. People often think it’s just desert, but there are some of the most extraordinary waddies and jebel systems around. We also filmed on the Iraqi border with Turkey last season, though I got quite bad heat stroke and it just makes everything a nightmare.

Grylls on Transylvania: Transylvania is one of the last great wildernesses in Europe, with the highest population of brown bears in its forest-covered, limestone mountains. I came across a massive brown bear one evening. They’re amazing creatures, but it’s quite intimidating. I slept on a little ledge that night and made a trip-wire system with some string and a bottle full of stones, as well as a spear and a good fire. Grylls on Antarctica: I led an expedition in Antarctica to climb this big, remote and unclimbed peak. We were

THE LAUGHING AGENT Having proved his credentials at the recent Travelport product launch in Dubai, by winning the best laugh competition, ATN asked Trans Arabian Sea Arabian Sea Air Travels operations manager George Joseph to give the entire Middle East travel trade a laugh with one of his jokes. “A woman gets on a bus with her baby. The bus driver says: “That’s the ugliest baby that I’ve ever seen.” The woman goes to the rear of the bus and sits down, fuming. She says to a man next to her, “That driver just insulted me!” The man says, “You go right up there and tell him off! Go ahead, I’ll hold your monkey for you.” Do you think you are funnier than George? Send in a joke and a picture of yourself to jamie.knights@itp.com

Arabian Travel News – April 2009

saver; it keeps you warm and you can cook on it and boil water. It also protects you from animals and keeps your spirits high. The other thing I always have is a laminated picture of my family that I tuck into the sole of my shoe.

about three-quarters of the way there, flying along on kite skis at around 50kph when a strong gust of wind picked me up and threw me off the ski. I landed on my head and shoulders. My helmet smashed to bits. Luckily there’s not much inside my head so that was alright, but my shoulder got a massive break. It’s been a bit of a mission trying to get better over the last few months. Grylls on packing essentials: I always carry a little flint around my neck so whatever situation I’m in I’ve got the tools to light a fire. Fire is a life-

Grylls on location in the Sahara Desert for his latest show Ultimate Survivor 3.

Grylls on holidaying at home: A holiday for me is home. We have a place in the mountains in NorthWales. I travel all over the world, but for me this is my real spiritual home. There are no snakes or alligators — it’s not -50°C or +50°C. I’m just surrounded by the people that I love.

TRAVELPORT PRIZE WINNERS AGENT Al Arif Sons Travel general manager Rashid Mohd Al Awadi hit the big time when he was declared the tallest agent. Shenanigans was declared, however, when a rogue Irish publishing director was spotted in the line-up.

AGENT DBA & Sons Travel & Tours’ reservation and ticketing agent Sumaira Mukhtar ran away with the shortest agent prize, but they found her and brought it back. Are you shorter than Sumaira? Let’s see the pictures.

MOST RINGS Gulf Travel Tourism and Cargo’s manager holidays, Rachna Uppal, ran circles around the competition when she won the award for having the most rings. Do you have more rings than Rachna? Send us the evidence.

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VISIT US ONLINE AT WWW.ETHIOPIANAIRLINES.COM, CONTACT ETHIOPIAN AIRLINES DUBAI OFFICE, TEL: 00971 4 2284338, FAX 00971 4 2273306