NDC 101 HOW TO NAVIGATE THE SHIFT IN BOOKING KEEPING THE CULTURE ALIVE IN MAUI THE COMMUNITY RESPONDS TO DEVASTATING WILDFIRES
MEET NATIONAL GEOGRAPHIC’S
JEFF JENKINS GUIDE TO ACCESSIBLE BEACHES MAKING BEACH DAYS POSSIBLE FOR EVERYONE
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9. PRESIDENT’S NOTE
Insights from John Ische, president of Trisept Solutions.
10. EDITOR’S NOTE
There’s still work to be done to ensure all travelers feel welcome and included.
14. TRUE NORTH
This quarter’s most important news for advisors.
17. CONVERSATIONS
We asked: How do you make sure your customers’ expectations align with what they’re paying for?
18. BY THE WAY (A PSA)
How advisors can prepare as the travel industry moves away from its traditional ticket-buying technology.
22. HOW I CARRY ON
Get to know IGLTA’s LoAnn Halden.
24. TAKING OFF
A look at a few of the driving forces behind Northcutt Travel Agency’s success.
26. THE RIGHT DIRECTION
The Te Amo Foundation serves indigenous families living in rural areas throughout Mexico who lack basic needs.
28. TECH TO KNOW
These five apps help people overcome barriers and connect with the world around them.
82. BREAKOUT SESSION
Travel advisors and industry figures share how they are working to make the travel industry more inclusive.
84. DESTINATION NEXT
From Transylvania and beyond, there are endless reasons to go batty for this underrated destination.
86. YESTERDAY’S NEWS
Learn more about these three ships that hit the water in 2023.
88. ASK MAXWELL
Our beloved flippered friend answers your VAX questions.
89. CROSSWORD
Test your pop culture knowledge with these television locales.
90. ONE FOR THE ROAD
Wisdom to take with you till next time.
>> Features
32. THE UNTAPPED MARKET OF PLUS-SIZE TRAVEL
National Geographic’s Jeff Jenkins shares how he embodies “live life now” to inspire plus-size travelers to see the world.
38. ACCESSIBLE BEACHES AT HOME AND AFAR
These eight destinations allow travelers to explore their fundamental right to an awesome beach day.
48. HELPING TRAVELERS WITH A NEURODIVERSE CHILD PLAN A TRIP
Planning a trip for a family accommodating a child on the autism spectrum isn’t easy, but resources to help are plentiful.
52. CREATING SPACE FOR AAPI TRAVELERS
Rumy Mohta, president of Atlas Ventures, shares how the travel industry can continue to break down barriers and become more inclusive.
58. THE MOST ANTICIPATED NEW OPENINGS IN 2024
These are the buzziest new developments in the travel industry.
66. KEEPING THE CULTURE ALIVE IN MAUI
The tragic wildfires in Maui have been devastating to the region — but its culture remains strong, and it’s still open for business.
74. A CURRENT OUTLOOK OF TODAY’S TRAVEL ADVISOR
Here’s a data-driven view of the leisure travel advisor right now.
78. 7 WAYS TO BUILD YOUR PROFESSIONAL BRAND
It might feel unnatural to put so much emphasis on your professional brand identity — but it can be the secret to digital marketing success.
President and Publisher
John Ische
Editorial
Editor in Chief – Sarah Kneisler
Managing Editor – Codie Liermann
Senior Editor – Jenna Buege
Contributing Writers– Alesandra Dubin, Joy Harrington, Leslie Lang, Michelle Payette, Rossilynne Skena Culgan
Advertising
Vice President – Joe Shomperlen
External Account Managers – Carey Driscoll, Melissa Haskin, Pam Lowe, Sue Ulickey
Marketing Operations
Director, Operations and Marketing – Sarah Kneisler
Advertising Product Specialist – Kati Kohler
Advertising Coordinators – Rowanna Bailey, Tyler Krause
Manager, Digital Marketing – Ashley Perego
Advertising Producers – Joseph Enslin, Kyle Krause
PUBLISHED BY
CHIEF EXECUTIVE OFFICER
Steve Zepezauer
PRESIDENT OF SALES & MARKETING
Scott Sanchez
DIRECTOR OF OPERATIONS
Tiffany Thompson
GROUP EDITOR
Justine Amodeo
CREATIVE & MARKETING DIRECTOR
Tracy Powell
PRODUCTION MANAGER
Tina Leydecker
In a matter of a few months, the travel industry has seen multiple devastating natural disasters, including the fires in Maui and the hurricane in Acapulco. What’s similar about both of these events is that they seemed to pop up out of nowhere. No one saw it coming.
Hotels are left vacant; rental car companies have an overabundance of vehicles not being used; airlines have to reroute planes or fly with only a few passengers, and tour companies lose the majority of their bookings. As tourism becomes more global, events like this impact more people, and it’s important to lend a hand.
Being involved in the tourism industry means you have an obligation to help people in times of need. It doesn’t matter if you’re a customer who enjoys visiting these destinations or if you have a travel business that could be impacted — we’re all in this together, and we all have to care for each other in times of need.
While it’s important for us to care for people so they can be their best, this doesn’t just mean employees. This includes all of our travel industry friends both near and far. In times of need, we all need to step up to do that.
John Ische PRESIDENT, TRISEPT SOLUTIONS
John’s industry tenure spans more than three decades.
Helping out doesn’t have to be hard. There are many ways for travel advisors to get involved. Here are a few ideas:
1. Make a donation.
• Here are some organizations that are highly involved in rescue relief efforts: www.redcross.org www.doctorswithoutborders.org
2. Stay up to date with reopening dates so you can be ready to send your clients.
3. Collect items that are needed to bring along on your next trip to the impacted destination.
4. Share an impacted destination or travel company’s posts on social media.
5. Reach out to those you know in that destination to offer your support.
A small gesture can go a long way when it comes to caring for our travel industry friends.
When I was a teenager, I worked for a company called Going Beyond Travel. The company plans adventurous trips for adults with special needs, and the tours include everything from day trips consisting of lunch and a musical to week-long cruises around the Caribbean complete with excursions, and almost everything in between — cabin getaways, day trips to Lambeau Field, weekends in the Wisconsin Dells, shopping in Chicago, you name it.
It didn’t really matter which destination we were going to or what the itinerary included, though, what was most important was that the company made — and still makes! — travel accessible for people who might not have thought they’d ever get to take a vacation.
The lengths I’ve seen the owner go in order to include each and every one of her guests in an activity that might not have been easily attainable, and the joy I’ve seen spread across the faces of those guests, are memories that will forever stick with me. If I hadn’t already learned it, working for this company taught me at a young age the importance of including everyone.
Travel is for everyone; this is the theme of our final issue of 2023. While we can’t fit all the topics we’d like to cover in one single issue, we think we’ve chosen a few important ones. You’ll hear from experts on the subject of planning a trip with a neurodiverse child and directly from National Geographic’s Jeff Jenkins on his journey as a plussize traveler.
You’ll also hear from some of our friends in Maui about how to visit the island respectfully, get an overview from our annual VAX VacationAccess survey results on the current outlook of today’s travel
advisor and learn about seven ways to build your professional brand.
We hope you find as much joy in reading what’s on the pages of this magazine as we found in putting it together. The travel industry has made major strides in the right direction, and there is still a lot that can be done to ensure everyone feels welcomed and included.
I love what Rumy Mohta, the president of Atlas Ventures, says on page 57: “The more we see the world, the more we learn about each other. The more we learn about each other, we face lesser problems in the world.”
While it might seem daunting for one person to make a difference, that’s exactly where inclusivity starts, with you and with me. I bet some of your favorite memories in life were made while traveling — let’s continue making sure this can be the case for everyone.
The travel industry has made major strides in the right direction, and there is still a lot that can be done
to ensure everyone feels welcomed and included.
Codie Liermann MANAGING EDITOR
CODIE AIMS TO DELIVER VALUABLE CONTENT TO TRAVEL ADVISORS
CONTRIBUTORS
JENNA BUEGE
Senior Editor for VAX VacationAccess and world explorer, Jenna Buege loves writing about all things travel. When she’s not busy creating content, she spends her time exploring the great outdoors, cuddling with her two black cats and researching her next big (sometimes strange) adventure.
JOY HARRINGTON
Joy Harrington is an award-winning journalist who has written for The Well, Essence Magazine, the Los Angeles Times, Nashville Tennessean and Newport News Daily Press. She has a master’s degree in journalism from the University of North Carolina at Chapel Hill and lives in Washington, DC.
ALESANDRA DUBIN
Alesandra Dubin is a news and lifestyle editor and writer based in Los Angeles. A veteran digital journalist, she’s covered travel, food, events, fashion and beauty, entertainment, home, parenting and viral content for more than 15 years, for both consumer and business audiences. Her work has appeared in Town & Country, Esquire, Cosmopolitan, Good Housekeeping, Parents, E!, BravoTV. com, BuzzFeed, TODAY.com and countless other online and print outlets.
Leslie Lang is a Hawai’i-based writer who writes about technology as well as the Hawaiian Islands. Her latest book, “What Would Our Kupuna Do?: And What We Can do For Future Generations” is co-written with Richard Ha and available on Amazon.
ROSSILYNNE SKENA CULGAN
Rossilynne Skena Culgan is a journalist and author whose writing can be found in Saveur Magazine, Atlas Obscura, Thrillist, Google Arts & Culture and the Pittsburgh Post-Gazette. She’s the author of the travel guidebook “100 Things to Do in Pittsburgh Before You Die” and is currently writing a Pittsburgh history book. A Pittsburgh native, she now lives in New York City. No matter where she travels, she’s always keeping her eyes peeled for vintage signage.
you to our talented writers for your creativity, which helps bring The Compass to life each issue.
LESLIE LANG
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Stay the course on these big issues.
WORDS / JENNA BUEGE
Construction at the Grand Canyon
Several popular trails and campgrounds at Grand Canyon National Park are scheduled to close as the National Park Service (NPS) prepares for construction on the Transcanyon Waterway. The closures are anticipated to occur on a rolling basis through 2025, and no hikers or other trail users will be allowed to pass through closed areas during the construction period. “The National Park Service emphasizes the importance of always staying on designated trails, and visitors should not attempt to go over or around a closure,” said the NPS in a September 2023 press release. “Trail users should pay attention to directions from park rangers, volunteers, construction flaggers and signs placed along the trail.” The construction project will work to replace over 12 miles of pipeline laid in the 1960s, and the new Transcanyon Waterway will aid in providing potable water and fire suppression.
SINGAPORE CHANGI AIRPORT TO GO
Singapore’s Changi Airport is implementing automated immigration clearance, allowing passengers to depart the destination without ever reaching for their passport. Instead, the city-state now uses biometric data, including facial recognition software, to create a more seamless experience for travelers. Passport-free immigration clearance allows visitors to move throughout the airport without needing to rifle through various travel documents during check-in, bag drops and boarding.
Parts of Grand Canyon National Park will be under construction through 2025.
Singapore Changi Airport has a beautiful water feature.
HURTIGRUTEN EXPEDITIONS’ REBRAND
Hurtigruten Expeditions has officially rebranded to “HX.” What’s in a name? As the cruise line steps into a new era of sustainability and adventure travel, it’s ready for the identity change that comes with it. Hence, HX was born. Advisors with a keen eye for detail may have already noticed some changes associated with the rebrand as HX kicked off the process with its new name and logo displayed across its channels and media. But wait, there’s more. Hurtigruten Norway is changing its name too. Soon the brand will simply be referred to as “Hurtigruten.”
A family rides a Brightline train to Orlando.
BRIGHTLINE OFFICIALLY LAUNCHES ORLANDO SERVICE
After much anticipation, Brightline, Florida’s high-speed passenger train, recently began selling tickets for its highly anticipated Orlando extension. Based out of Orlando International Airport, the new station connects travelers to popular destinations between Central and South Florida such as Miami, Aventura, Fort Lauderdale, Boca Raton and West Palm Beach. Brightline’s one-way Smart fares start at $79 for adults and $39 for kids, whereas one-way Premium fares begin at $149. Group bookings with four or more tickets save 25%.
THE FUTURE OF DISNEY
In the fall of 2023, Disney announced plans to invest $60 billion over the next 10 years in its parks and cruise line. Whether the company intends to expand its existing parks or open new ones is still under wraps. However, Disney did share that Magic Kingdom Park will reap some of the benefits with the beloved attraction undergoing a massive expansion in the near future including changes to the Pirates of the Caribbean land. Additionally, Disney announced it will add three ships to its cruise line beginning in 2025.
Parkgoers gather at Walt Disney World Resort in Orlando, Florida.
Hurtigruten Expeditions' new brochures showcase HX logo.
PHOTO
ROYAL CARIBBEAN GROUP ONE STEP CLOSER TO NET-ZERO CRUISING
HAWAII WELCOMES VISITORS BACK TO WEST MAUI
In early September 2023, Hawaii Governor Josh Green signed an emergency proclamation lifting the travel ban to West Maui after devastating wildfires swept through the area earlier that summer. The proclamation went into effect on October 8 and encouraged tourism’s return to the region including areas like Honokōwai, Nāpili, Kā'anapali and Kapalua. A major driving force behind the governor’s call to action was the economic hit the popular destination endured in the wake of the fires, something the state depends on to thrive. “The passenger count to Kahului Airport decreased by more than 70 percent after the tragedy from 7,000 a day to 2,000 a day,” said the State of Hawaii in a September 2023 press release. “The loss from business closures and visitor expenditures is estimated to be $11 million a day on Maui since August 9, 2023.” As travelers return to the tropical oasis, Hawaiians ask that they do so respectfully and responsibly.
After recently completing a 12-week alternative biofuel testing program in Europe, Royal Caribbean Group found a biofuel blend that met operational standards without quality or safety concerns. “This is a pivotal moment for Royal Caribbean Group’s alternative fuel journey,” said Jason Liberty, president and CEO of Royal Caribbean Group. “Following our successful trial of biofuels this summer, we are one step closer to bringing our vision for net-zero cruising to life.” Royal Caribbean Group plans to continue testing different types of biofuels across its various vessels.
Passengers Rate North American Airports
Passenger’s satisfaction with North American airports is on the rise. At least, that’s the major takeaway from the J.D. Power 2023 North American Airport Satisfaction Study. Released in mid-September 2023, the consumer insights and analytics firm surveyed over 27,000 travelers from August 2022 through July 2023 to evaluate North American airports based on six factors: terminal facilities; airport arrival and departure; baggage claim; security check; check-in and baggage check; and food, beverage and retail. So, what’s the verdict? The study found Detroit Metropolitan Wayne Country Airport, MinneapolisSaint Paul International Airport and Harry Reid International Airport in Las Vegas to be the top three “mega-airports” of 2023.
Royal Caribbean Group's biofuel testing took place on Symphony of the Seas.
Detroit Metropolitan Wayne Country Airport was ranked J.D. Power’s number one mega-airport in 2023.
JULIE
Devastating fires destroyed Lahaina in August 2023.
WE ASKED: HOW DO YOU MAKE SURE YOUR CUSTOMERS’ EXPECTATIONS ALIGN WITH WHAT THEY’RE PAYING FOR?
Marcus
Williams
AGENCY OWNER OF IMPRESSIVE TRAVELS
WEBSITE
ImpressiveTravels.com
@Impressivetravels
“To ensure our customers’ expectations perfectly align with the value they receive, we prioritize transparent communication and personalized service. We begin by engaging in meaningful conversations, understanding their desires, preferences and budget constraints. With this foundation, we meticulously craft itineraries and travel plans tailored to their unique needs, highlighting what’s included and any potential limitations. Throughout the journey, we maintain open channels for questions or concerns, ensuring that every aspect of their trip lives up to their expectations. Our commitment to honesty, clear pricing and delivering exceptional experiences not only fosters trust but also ensures that every customer feels they’ve received the value they expected when choosing us for their travel adventures.”
Donna Crump DESTINATION WEDDING SPECIALIST AT FOX WORLD TRAVEL
WEBSITE foxworldtravel.com
INSTAGRAM @foxworldtravel
“To align customer expectations with what they are paying for, we focus on transparent communication, detailing the inclusions and experiences they will receive. Qualifying each couple based on their vision for their special day allows us to provide personalized recommendations, and managing pre-trip inquiries effectively can contribute to ensuring customers understand the value they are getting in their investment. Regular post-trip feedback can help us refine and improve our offerings based on experiences.”
Danielle Wann OWNER OF EPIC ESCAPES
WEBSITE eetravelco.com
YOUTUBE facebook.com/epicescapestravelco
“Our agency describes ourselves as ‘boutique curators.’ With under 20 agents, we can provide specialized services which allows us to spend more time with our clients and establish real relationships. While often we could just aim and shoot at well-priced and well-reviewed properties, we understand that qualifying and truly understanding our clients will get us the bullseye. We can get true client expectation and engage in natural conversation by getting on the phone vs texts, emails and forms; and from here, our agents can seek answers to questions that our clients would never have thought about thus providing a way to anticipate the needs of the client based on their visualization. Providing answers before questions are even asked exceeds clients’ expectations, not just meets them.”
Tyson Wharton OWNER OF SIOUX EMPIRE TRAVEL
WEBSITE
SiouxEmpireTravel.com
FACEBOOK facebook.com/SiouxEmpireTravel
“At Sioux Empire Travel, we completely understand the challenges travelers face in today’s ‘post-COVID’ world. Each of our advisors takes great pride in ensuring that our customers’ expectations align seamlessly with their travel investments. When it comes to pricing, we prioritize transparency and clear communication from the get-go. In this new travel landscape, we proactively educate our clients about the changes in experiences and pricing due to increased demand, fluctuating availability and enhanced safety measures. Our travel pros work closely with each ‘Sioux Empire Traveler’ to set realistic expectations while keeping their preferences in mind. We also emphasize the importance of flexibility and exploring alternative travel options. By offering a range of choices and presenting comprehensive cost breakdowns, we empower our clients to make informed decisions.”
NDC 101: HOW TO NAVIGATE THE SHIFT IN BOOKING
The travel industry is about to move away from its traditional ticket-buying technology. Here’s how you can prepare.
WORDS / JOY HARRINGTON
The decades-old global distribution system (GDS) technology that has facilitated the sale of airline tickets and other travel services is being disrupted by a newer, airline-driven technology. This tech promises benefits for travel advisors and their customers alike, including real-time pricing and inventory, easier product development and customization and new service bundles based on customer preferences.
But be aware: Critics warn that the migration will not be simple. For travel advisors, that could mean investments in new technology platforms and training, workflow disruptions and fragmented offerings.
WHAT IS NDC?
New distribution capability (NDC) is an industry-supported, XML-based communications protocol developed by the International Air and Transport Association (IATA). The current technology, GDS, emerged in the 1980s and allowed multiple airlines to integrate their inventory into a single platform. But the major GDS providers, including Amadeus, Sabre, Travelport, Expedia Group and Booking Holdings (behind popular platforms Priceline and Booking.com), typically collect commission or transaction fees — from travel agencies and other travel buyers — for each
booking made through their platforms.
Basically, you could consider GDS a middleman selling an airline’s products to customers. NDC, then, removes the middleman, eliminates or reduces the booking fees that airlines pay and enables airlines to exert more control over their inventory distribution and revenue strategies.
“NDC creates value in the travel industry and is one of the first steps in the digital transportation journey for airline distribution,” according to IATA in a pamphlet for travel sellers. The value? According to IATA, the booking process for travel advisors is simplified, as all offer
creation, pricing and fulfillment processes are done on the airline side.
NDC also enables “continuous pricing,” meaning the price of fares and ancillary services can change based on inventory or demand and facilitates the bundling of customized fares and services for a customer’s preference. This means that customers won’t see differing prices when comparing an airline’s website prices with an advisor’s prices. Travel advisors also will be able to bundle ancillary services, including preferred seat options, seat upgrades, priority boarding and baggage check, rather than customers purchasing those services separately from the airline.
But not everyone in the travel industry is enthusiastic about these changes. In a complaint filed against American Airlines, the American Society of Travel Advisors (ASTA) raised many objections, including that the switch to NDC could actually decrease fare transparency and inhibit comparison shopping. Because fares will be based on the consumer’s personal information and shared preferences, ASTA is also concerned about price discrimination.
PITFALLS FOR TRAVEL ADVISORS
Despite these concerns, airlines plan to move forward with NDC. American Airlines moved as much as 40% of its fares from legacy GDS channels to NDC-connected channels in April 2023. Air Canada now charges a fee for non-NDC GDS bookings. United offers fare deals through NDC channels that are not available in GDS channels — which means travel advisors who are not using NDC may be losing out on deals.
While IATA asserts the booking process will be simplified, in the near term, it’s more likely that it will get more complicated. Because NDC channels and legacy GDS have different content available, one-stop shopping will no longer be possible. Integrating NDCenabled systems also could be very costly, both in updating software and infrastructure and in training on new systems.
MAKE NDC WORK FOR YOU
NDC’s rollout may not be uniform across carriers yet, but the ball is rolling. Travel advisors can benefit from the technology if they prepare wisely:
1) Determine how you’ll connect to NDC content. You can access the airlines’ content through an NDC aggregator, which could be a GDS system acting as an aggregator, or directly without an intermediary. Connecting directly can require negotiating individual agreements and ongoing maintenance while using an intermediary — such as aggregators Travelport and Sabre — may be simpler and more cost-effective, as it provides access to multiple airlines’ NDC content through a single integration point.
If you’re already using an aggregator, start there: Discuss your specific needs, as well as
whether you need to move to a new interface that aggregates multiple sources of content (i.e., EDIFACT/GDS content as well as NDC content), with your provider.
If you’re not working with an aggregator, visit IATA’s NDC and Travel Sellers web page for information on how to address your technology needs, including links to courses, certificates and white papers.
2) Negotiate. Discuss the terms of your relationship under the NDC framework with your airline partners. Ensure your contracts with aggregators meet the needs of your business and your customers. Talk to your aggregator and ask what content they have available via which channels.
3) Get training. Check with airline partners specifically. United, for example, lists resources on its website.
MAKE DREAMS A REALITY
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QUINTANA ROO, MEXICO
GET TO KNOW IGLTA’S LOANN HALDEN
Learn how the organization’s Vice President of Communications got her start and what she wants advisors to know.
WORDS / JENNA BUEGE
LoAnn Halden
For members of the LGBTQ+ community, exploring the world isn’t always easy. No one understands this more than the folks at the International LGBTQ+ Travel Association (IGLTA), who, with their extensive network of LGBTQ+-welcoming tourism businesses, are working to create a more equitable and safe travel experience for LGBTQ+ people around the globe.
Want to learn more? We caught up with LoAnn Halden, vice president of communications for IGLTA, to talk about this awesome organization and how she got her start in it.
Q: What’s your background? Have you always wanted to work in a communications role?
What about travel?
A: My mother worked in reservations for TWA before I was born, and I grew up hearing stories about her traveling in Europe and North Africa in the 1950s, so the travel bug bit early on. Careerwise, I always knew I wanted to be a writer and I have a degree in journalism. It took me several years to figure out how to put them together, but eventually the stars aligned, and I became a travel writer.
Q: When did you start working for IGLTA and what sparked your interest in the company?
A: I attended my first IGLTA convention in Toronto in 2009, and it was like a family reunion with travel industry/media friends. Later that same year, they decided to create a media relations position in the association and some people in the network recommended me to IGLTA President/CEO John Tanzella. The rest is history.
Q: What does your day-to-day look like as the VP of Communications for IGLTA?
A: We all work remotely, and the staff is in 12 countries so there’s a lot of Zoom, chat and email because we really enjoy connecting and collaborating. My role combines internal and external communications strategy and execution for both IGLTA and the IGLTA Foundation.
Q: What is your favorite thing about your job?
A: My team is fantastic and so are our members. They inspire me every day. I feel very fortunate to play a small part in creating a more welcoming landscape for LGBTQ+ travelers.
Q: Something I observed at the IGLTA 40th Anniversary Global Convention is the close bond members have with one another; can you touch on that?
A: Tourism attracts people who are interested in different cultures and the diversity of this amazing planet. The IGLTA convention adds an extra layer to that: tourism professionals who are dedicated to creating LGBTQ+ welcoming experiences. As a result, it’s a convention filled with like-minded people celebrating travel and inclusion in a safe space where they can be themselves. It’s joyous! Our members return year after year to do business with their IGLTA family. I even met my wife through the IGLTA network.
Q: Since joining IGLTA, what has been the most meaningful project you’ve worked on? What’s so special about it?
A: I am especially proud of the projects we’ve created through our charitable IGLTA Foundation to empower LGBTQ+ tourism professionals in emerging destinations, particularly those with homophobic and transphobic laws. When you live in a place where
LGBTQ+ inclusion is the norm, you sometimes take that for granted. Helping queer people in destinations like Kenya, Morocco, India and the Caribbean connect with a global LGBTQ+ travel network is humbling. One of our IGLTA Foundation Fellowship recipients this year said to me, “this experience saved me.” We’re now expanding our Fellowship program to bring LGBTQ+ travel professionals to other global LGBTQ+ tourism events where IGLTA has an active presence, so there are more opportunities to create those supportive connections.
Q: What do you want travel advisors to know about IGLTA or the LGBTQ+ travel community?
A: IGLTA is here for you. We have free resources available on our website to increase your knowledge of LGBTQ+ travel, we have a Buyer/Supplier Marketplace at our Global Convention for travel advisors to build connections with LGBTQ+ welcoming suppliers, and our new IGLTA Accredited™ program can help you to identify hotels/accommodations that have passed a rigorous eight-point audit to document that they are doing the work to be truly LGBTQ+ welcoming. Remember, LGBTQ+ travelers need to be seen. We need to know that you understand the challenges we may face as we explore the world. There is no one-size-fits-all pattern for our traveling community. We are individuals with diverse interests. But we all want to feel safe and included.
WHAT’S IN LOANN’S CARRY-ON?
I’m old school on this one. Having a good book to read is my security blanket. I can cope with spotty Wi-Fi or flight delays if I have a book with me.
Halden presents on stage alongside coworker Allison Mazzeo at the IGLTA 40th Anniversary Global Convention.
THE RESULT OF CONSISTENT EFFORT AND DEDICATION
Firsthand experiences, a business background and technology expertise are a few of the driving forces behind Northcutt Travel Agency’s success.
Each travel advisor has their own unique path to how they entered the industry. Some worked several other jobs before landing a career in travel. Others grew up speaking the language, as generations before them established longlasting agencies for their families to carry on.
Shayla Northcutt, founder and CEO of Northcutt Travel Agency, has her own story, and it began after leaving her corporate accounting role in 2014 and having her second child in 2015. When she didn’t envision herself returning to accounting or being a stay-at-home mom, her husband had
the idea of working in travel.
“On his recommendation, I explored a career as a travel agent,” Northcutt said. “By 2017, having gained experience with an online sign-up company for 18 months, I took the leap to establish my own venture.”
Northcutt points to her educational background in business as one of the components that aids in her success, as well as her involvement in charitable organizations. “Being active in various charitable organizations gave me a wide network from the start,” Northcutt said. “Trust began with that circle as they relied
on me for their travel needs, and from there, my reputation spread rapidly.”
At Northcutt Travel Agency, each advisor brings something special to the table — and while Northcutt is familiar with everyone’s strengths, the team also collaborates across different niches to accommodate each client’s preferences.
Instead of confining themselves to one area of travel, such as selling only cruise vacations or honeymoons, the agency embraces everything.
“One distinct feature of our agency is our breadth of service,” Northcutt explained.
Northcutt Travel Agency advisors
WORDS / CODIE LIERMANN / PHOTOS COURTESY OF SHAYLA NORTHCUTT
Shayla Northcutt, founder and CEO of Northcutt Travel Agency
“My motto? We want to be with you from your honeymoon right through to your retirement journey!”
While working remotely seems to be an ongoing trend, having a dedicated space to conduct business has always been valuable to Northcutt, as it helps both her focus and her balance between work and life. To encourage this delicate dance, and in response to the growth of her agency, Northcutt opened a storefront in May 2023.
It’s important to her to accommodate her team in a physical office so they have a place fully dedicated to work. In addition to this, though, the storefront lends itself to being a place to meet with clients, vendors and potential new hires.
Another crucial aspect of the job for Northcutt and her team is traveling, which leads to additional education, first-hand experiences and expertise. “I pride myself knowing firsthand over 400 resorts and 24
cruise ships as well as countries and cultures and experiences,” she said. “How are you going to truly be able to say you are an expert in travel if you don’t travel?”
With every business comes goals for the future, and Northcutt is focusing on technology so her team members can be equipped with the tools they need to get the job done.
“Think of it as giving superheroes their capes, courtesy of tech tools,” she said. “I’ve been busy crafting a ‘Traveler’s GPS’ – a manual encompassing the good, the bad and our personal tales from the road.”
Travel advisors with thriving businesses know very well that success is not handed out on a silver platter. It’s the result of hard work, consistency and perseverance, and these are the exact attributes the advisors at Northcutt Travel Agency have shown during their journey to a successful and reputable business — and Northcutt leads by example.
“Launching a business is a comprehensive endeavor; it requires expertise in technology, accounting and a clear vision of the company’s structure and values,” Northcutt said. “Success doesn’t simply fall into place; it demands consistent effort and dedication.”
SHAYLA’S ADVICE FOR NEW ADVISORS
“Put your money where your mind is: invest in education and travel. Hustle to those conferences. Peddle what you know – because in this game, ‘fake it till you make it’ is a no-go. Don’t jet off on a trip if you’ve zero zeal to sell that spot. And heads up! Every industry has its tricksters; so if a group wants your cash to join their ranks, raise an eyebrow.”
Northcutt and some of her team members in Mexico.
TE AMO: TRAVEL EXPERTS IN APPRECIATION OF MEXICAN ORIGINS
This foundation serves indigenous families living in rural areas throughout Mexico who lack basic needs.
WORDS / CODIE LIERMANN
Most travel advisors would say that Mexico is a destination near and dear to their hearts.
From Los Cabos to Cancun, and every beautiful place in between, the country has been welcoming tourists for years — and its warm embrace keeps them coming back time and time again.
The President of Travel By La Buena Vida and Owner/Co-Founder of Mexico FamTrips, Lori Swinderman, felt the urge to reciprocate
this level of service and incorporate a giveback program within her business. Along with her business partner, Daniel Scheiman, that’s exactly what she did.
The Te Amo (which stands for Travel Experts in Appreciation of Mexican Origins) Foundation was born from this idea. “We knew we wanted to create Te Amo to make the travel agents aware of how important it is that we give back to the community that serves us and our clients continually,”
Swinderman said, adding that many of the staff members at partner hotels live in these communities.
The main purpose of this organization is to assist indigenous families living in rural areas throughout Mexico who lack basic needs. Te Amo collects monetary donations and uses them to purchase items including school supplies, toiletries, clothes, toys and even larger items such as desks, chairs and air conditioning units for schools.
ALG employees take a visit with Te Amo.
WHAT IS TE AMO?
The Te Amo Foundation is a charity that serves families living in extreme poverty throughout Mexico.
HOW CAN ADVISORS GET INVOLVED?
Travel advisors can find a list of FAM trips to join at mexicofamtrips.com or make a donation at mexicofamtrips. com/te-amo/#donate. Donations can also be brought along during vacations to the Cancun area. Email info@ mexicofamtrips.com to arrange for someone to pick them up.
Travel advisors have the opportunity to visit these villages and see exactly where their donations go during a trip with Mexico FamTrips or one of the Giveback Fams in conjunction with ALG Vacations. Donations can also be made on the website or brought along on vacations to the Cancun area.
“We love taking travel advisors out to the villages for the first time! We often stay at these amazing luxurious hotels, and we are waited on hand and foot. We can easily forget the people that make that possible,” said Swinderman. “They are so proud to show us their homes and are so incredibly thankful. I love it when we can see the change in someone’s eyes when they really ‘get it.’ We have the opportunity to change lives around us with what we do. We literally move wealth all over this world in our industry.”
Swinderman and her team have big plans to grow Te Amo in the future, which include expanding their services to additional villages south of Tulum, increasing the amount of Giveback Fams offered in 2024 and providing furniture and air conditioning units to at least three more schools.
Swinderman and Scheiman have a history of providing baby supplies to the General Hospital in Playa del Carmen, and their 2024 plans also include dispersing diaper bags to the hospital three to four times throughout the year.
If Te Amo’s vision, “to gather resources for families throughout the entire country that live in despair, so their children can have an opportunity for better life,” is something you’re interested in supporting, visit mexicofamtrips.com/te-amo to learn more.
Lori Swinderman
Visitors can bring backpack donations.
Swinderman and Scheiman pose with a group during one of their visits.
APPS THAT CONNECT
These five apps help people overcome barriers and connect with the world around them.
WORDS / JENNA BUEGE
Part of the magic of travel is connection. From meeting new, like-minded people to forging a connection with a place itself, the ability to link up with others and freely explore distant lands leads to travelers feeling changed and fulfilled. Luckily, thanks to modern technology, connecting while on the road is easier than ever.
These five apps were designed to help people overcome barriers and connect with
the world around them. Plus, each app is available on both Android and IOS.
AVA: TRANSCRIPTIONS & CAPTIONS
Those who have wished closed captioning existed in the real world will be happy to discover Ava: Transcriptions & Captions (Ava), a live captioning app that’s perfect for travel. Created to empower deaf and hard-of-hearing individuals, Ava uses AI to
instantly transcribe what people are saying. The tool is 95% accurate and even allows users to add chosen terminology to their custom dictionary. Ava users love the app for its ability to help them have deeper conversations with close and new friends alike.
AIRA EXPLORER
Pronounced “eye-ruh,” Aira provides people who are blind or have low vision with access
A blind traveler uses their cell phone for help with navigation.
“PART OF THE MAGIC OF TRAVEL IS CONNECTION”
to information through remote assistance. What exactly does that mean? Via their phone’s camera, Aira connects users with a trained agent who will assist them by visually interpreting their surroundings. From describing and navigating their environment to reading and explaining, the app helps users connect with the world around them at the push of a button.
GOOGLE TRANSLATE
With the ability to decipher real-world text like menus and signs through a phone camera and an option to draw tricky accents, symbols and diacritics directly on screen, Google Translate goes above and beyond the capabilities of the average translation app. Boasting an accuracy level of up to 94% (depending on the language), this tool aids travelers in having basic conversations when a language barrier is present. Plus, Google Translate has the option to “speak” translated words and phrases out loud, helping users learn the correct pronunciation along the way.
TRAVELLO
An app designed to connect travelers from around the world, Travello helps users find travel buddies, share their memories, align plans in destination and earn rewards. Wondering how it works? App users can share their upcoming itineraries to the platform to see a list of fellow travelers who will be in their destination at the same time, thus allowing users to connect and plan to meet. Additionally, Travello users can find their next adventure buddy through groups designed to appeal to different niches like blogging, backpacking, photography, solo travel and more.
WHEELMAP
Wheelchair users know the struggle of finding accurate information surrounding accessibility while on the go. Luckily, there’s an app for that: Wheelmap. An interactive map designed to help users find wheelchair-accessible places, Wheelmap uses a simple traffic light system to
rank accessibility in three categories: Greenfully wheelchair accessible, Orange - partially wheelchair accessible and Red - not wheelchair accessible. The map is ever-evolving, and app users can play a part too by ranking unmarked places — which will appear as grey — according to their experience.
Two people communicate through their cell phones.
Apps like Wheelmap help wheelchair users find accessible places while traveling.
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THE UNTAPPED MARKET OF PLUS-SIZE TRAVEL
NATIONAL GEOGRAPHIC’S JEFF JENKINS SHARES HOW HE EMBODIES “LIVE LIFE NOW” TO INSPIRE PLUS-SIZE TRAVELERS TO SEE THE WORLD.
WORDS / JENNA BUEGE
“I’m not here to promote obesity; I’m here to promote live life now.” Those are some of the parting words travel expert and travel host Jeff Jenkins left me with as we wrapped up our Teams call on a chilly October morning. “I want people to enjoy life and travel around the world, no matter their size — now.” And, after celebrating a successful first season of his new National Geographic series, “Never Say Never,” and years of online success on his digital platform “Chubby Diaries,” it’s safe to say Jenkins is a shining example of living life now while
inspiring millions of travelers in the process.
But, before the social media notoriety and television fame, Jenkins was simply a plus-size traveler ready to be the change he wished to see in the world. “My inspiration came from me seeing that there was a lack of representation and accessibility within the travel space,” said Jenkins. “The stories of plus-size people traveling the world weren’t that mainstream, and I wanted to do something about that.” Jenkins went on to explain that, as a bigger guy, traveling came with its set of unique challenges. However, it wasn’t until he started traveling with his wife
that he noticed she didn’t think about the things he did. “I was like, wait, you don’t think about this stuff?” he said. “I think about this all the time, the seats and weight limits and size restrictions.” While his wife never worried about not being able to do certain activities because of her weight, Jenkins realized a lot of plus-size people did. “I didn’t even know the magnitude of how many plus-size people actually thought about the stuff I thought about,” he said. “So, when I started posting, it was then that I realized how much it resonated with so many people.”
Jeff Jenkins poses for a photo in Vietnam.
Jenkins explores Sfer Ik art sanctuary in Tulum, Mexico.
Jenkins crosses the Bridge in the Clouds in Vietnam.
Overcoming Obstacles
According to Jenkins, the obstacles plussize travelers face often come down to five things: the lack of accessibility, comfort and resources in addition to weight limits and size restrictions. To illustrate these challenges, Jenkins shared a story. “A dream of mine was to go great white shark diving, like doing the cage diving in South Africa,” he said. “And so, I looked it up, and I saw there was a requirement that you had to have on a wet suit. And I know why; because the water is freezing … but I was like, ‘I’m pretty sure they’re not gonna have my size.’” Jenkins called the tour operator and, after failing to get in contact with them, took matters into his own hands by purchasing a wet suit online. He was amazed by the range of sizes, and it sparked a realization. “They actually have a lot of extended-size wet suits out there,” he said. “So, what I’m now trying to show is that you can make these small modifications that will allow more people to go on these things … Go buy one or two extended sizes or three or four extended sizes so that now there’s the option for people.”
Jenkins wants tour operators and the travel industry to understand plus-size travel is an untapped market with limitless potential. “I’m coming from this angle of like, ‘hey, there’s this untapped market, this marginalized group of people that have money and are willing to spend their money,’” Jenkins said. “But they’re just missing out because the things that they wanna do, or these places that they wanna go, it seems like they’re not for them because there are no accommodations being made for them. If you made these accommodations, small adjustments, you’d actually have more people that will be able to join and do these different excursions, be able to book that trip and things like that.”
Looking at the changes that need to be made, sometimes it really is as simple as tour operators purchasing extra wet suits. But there’s also a conversation that needs to be had. “We can change and steer the conversations to where when we are making stuff, when we’re designing things, that we have plus-size people in mind,” said Jenkins. “I’ve done a lot of consulting before I started doing the show, and the one thing I realized very quickly when I was meeting with these brands, a lot of these CEOs and marketing people was like,
‘Oh, you know what? I never thought about plus-size people.’” But, by designing with plussize people in mind, a world of possibilities unfolds. “People and humans are innovative,” Jenkins said. “It’s very easy for them to figure out a way to do something safe.” Jenkins pointed to zip lining as an example saying, “If you plan, when designing the thing, for it to hold more weight, then plus-size people would be safe and able to do it.”
Finding Inspiration
For those who haven’t tuned in to “Never Say Never,” the show follows Jenkins as he travels the world in search of experiences that push his limits and challenge him to live outside his comfort zone. From whitewater rafting in New Mexico and sumo wrestling in Japan to conquering the Adirondack Mountains and sailing rough Patagonian waters, Jenkins finds himself in incredible situations. “One of the biggest takeaways that I got (from the show) was that I was resilient,” said Jenkins. He went on to share that even though he knew what he was getting himself into, talking the
Jenkins tries his hand at fly fishing in Ushuaia, Argentina.
talk was often easier than walking the walk when it came to pushing his boundaries. “It was more so a hypothesis, like, ‘I’m pretty sure I can do it, but what will the results be?’ And so, by challenging myself to do it, and then actually being able to do it, I consistently kept surprising myself … that’s where that resiliency came in.”
Another detail viewers might pick up on while watching the show? Jenkins isn’t the run-of-the-mill travel host. “It’s the magnitude of me being one, a person of color and having a travel show, that’s one thing,” said Jenkins. “But then, to be a person of color and plus-size, that’s a whole other thing to where it’s just rarity on rarity.” That representation is important. “I can tell you I get some kind of message every day about it,” said Jenkins. “(They say,) ‘I didn’t even think I could do this,’ like, ‘your show just showed me that I could go out and do this.’ (The show) is now motivating and inspiring and encouraging people that look like me to travel around the world.”
While “Never Say Never” is a fantastic example of inclusivity in the travel space, the fight doesn’t stop there. It’s Jenkins’ hope that we will continue to see more efforts on social media and in marketing through sizeinclusive imagery. However, that doesn’t mean resources don’t exist. Jenkins noted AllGo as a great source for plus-size stock photos and Fat Girls Traveling, Unlikely Hikers, Plus Size Travel Too and Unicorns of Diving as great communities for inspirational plus-size content and experiences.
Advice to Advisors
When it comes to ways travel advisors can advocate for their plus-size clients, Jenkins says there are several things they can do. But first, they need to evaluate their mindset. “One, don’t put limits on people and their experiences and what they can and cannot do,” said Jenkins. “A lot of times there are these biases that are there … for me, I’m a person that, I’ll be ok with it, but for other people, you’re limiting them from being able to even have that experience or even make their mind up about doing it.”
For advisors looking to broaden their perspective, Jenkins suggests a few things: 1) talking to plus-size people, 2) doing research
on the challenges plus-size people face and 3) learning about the different options for plus-size people while traveling. “Things like (saying), ‘You might not be able to do this, but you can go do this,’ or ‘You might not be able to do the zip lining, but I have all these other activities that you can do,’” said Jenkins. Additionally, advisors have the advantage of knowing the ins and outs of the industry. “You also have the opportunity of identifying companies, tour operators, countries and hotels that are making strides to making their destination, their hotel, their excursion plus-size friendly or plus-size inclusive,” he said. “So being able to identify that and then sending plus-size people to those places is a great recommendation on how to help.”
As for the number one thing he wants advisors to know, Jenkins said this. “That we’re human.” He then shared a story. “My uncle asked me, ‘Why don’t you teach people how to lose weight and then you won’t have to have this platform?’ And I told him, ‘There are so many other platforms out there that are teaching people how to lose weight, I wanna talk to the person where they’re at now.’” Regarding advisors, he said, “You’ll be surprised how many people will probably attach themselves or take that trip because you’ve opened up the options a lot of plus-size people don’t feel like they have, that’s why they’re not traveling as much. And my show has proved that … Now there’s more people who are like, ‘I can get out there and do it too.’”
Jenkins trains with a young wrestler at the dojo for his Sumo match.
Jenkins faces his fears and scales Notch Mountain in Wilmington, N.Y.
ACCESSIBLE BEACHES AT HOME AND AFAR
THESE EIGHT DESTINATIONS ALLOW TRAVELERS TO EXPLORE THEIR FUNDAMENTAL RIGHT TO AN AWESOME BEACH DAY.
WORDS / JENNA BUEGE
Beaches play a vital role in the vacation experience. Whether it’s escaping to somewhere sunny and bright to remedy those pesky winter blues or taking a summer adventure to a coastline far, far away, for many travelers, a visit to the beach is an essential piece of the vacation puzzle.
These stretches of sand, rock and shore are important. They make us feel some sort of way, and they should be accessible to all, no matter their level of mobility. And unfortunately, while this isn’t the reality for all the world’s beaches, many have made moves in the right direction. From custom mats and ramps to all-terrain wheelchairs and more, at these eight accessible beaches at home and afar everyone can enjoy the traveler’s fundamental right to an awesome beach day.
THE MAKINGS OF AN ACCESSIBLE BEACH
While beaches around the world are taking steps in the right direction, not all accessible beaches are created equal. Here are a few things to look for when assisting clients with mobility needs.
• Parking Lots: Does the beach have disabled parking spaces? How far from the beach is the lot?
• Boardwalks, Mobi Mats, Ramps and more: These promenades make getting from place to place easier and more enjoyable for those using mobility devices.
• Equipment For Rent: From different styles of all-terrain wheelchairs and powered scooters to walkers and crutches, know what mobility aids are available to your clients either at the beach or from a company nearby.
• Other Facilities: Don’t forget to investigate the basics like accessible restrooms, showers and changing areas.
Fall colors in Rocky Mountain National Park.
Hanauma Bay, Hawaii
The aftermath of an ancient volcanic eruption, Oahu’s Hanauma Bay, with its diverse marine ecosystem and unique half-moon shape, is one of Hawaii’s most popular attractions. It also happens to be one of the most accessible beaches in the United States. A sandy oasis surrounded by vegetated cliffsides, spacious walkways, beach wheelchairs and a free transportation shuttle connecting the park’s upper and lower levels makes it easy for guests to enjoy the region’s natural splendor. And, when they’re done hitting the sand, adventurous beachgoers can conquer the trails by renting an all-terrain wheelchair from the nearby Hanauma Bay Nature Preserve. However, the region’s trails have little to no shade, so don’t forget the sunscreen.
Oahu’s Hanauma Bay has spacious walkways and beach wheelchairs.
Manly Beach, Australia
For a sun-filled outing in The Land Down Under, travelers need to look no further than Manly Beach. The very same site where the world’s first surfing contest was held in 1964, the historic oceanside suburb of Manly, and the beach that inhabits it, is a favorite among wheelchair users who cite accessible pathways, open-air markets and spacious, ADA-compliant bathrooms as some of the best in all of Australia. As for the beach itself, visitors can borrow complimentary beach wheelchairs from the Manly Surf Pavilion before taking advantage of ramp access to the sand via a gentle ramp on the park’s south side. And, as an added bonus, young travelers with accessibility needs will be happy to find North Steyne Major, an inclusive playground with lots of accessible features like a pod swing, sensory play boards, an accessible see-saw and more.
Australia’s Manly Beach has wide walkways and smooth surfaces.
Portstewart Strand, Northern Ireland
One of a handful of accessible beaches in Northern Ireland, the ability to reserve specialty wheelchairs and walkers makes it easy for visitors of every mobility level to enjoy the majestic beauty of Portstewart Strand with ease. The terrain is flat and sandy, making it an ideal place for those with mobility aids to maneuver, and the views stretch on for miles with nothing in the distance but the vastness of the North Atlantic Ocean. Alternatively, while traversing the beach by foot is always an adventure, one of the most unique features of Portstewart Strand is the ability to access the natural area by car. That’s right, visitors can drive their vehicle just feet from the surf turning even the dreariest of coastal days into a beach day.
Cars and people gather on the beach at Northern Ireland’s Portstewart Strand.
Rialto Beach, Washington
Featuring four distinct ecosystems — coast, lowland forest, temperate rainforest and mountains — Washington’s Olympic National Park is best known for its remarkable diversity. A visit to this iconic natural area deserves a spot on every outdoor enthusiast’s bucket list, and, in just a few days, travelers can experience all the park’s unique zones for themselves. While the region’s varying terrain with its tumbled rocks, mossy trails and snow-capped summits isn’t the first to come to mind when one thinks “accessibility,” each summer, one idyllic spot is easily accessed by all: Rialto Beach. Beginning at the beach’s handicap-accessible parking area, visitors can roam a short, level pathway to the Insta-famous pebble-covered beach. The route is smooth and comfortable, providing all visitors the opportunity to observe the region’s unique wildlife like otters, seals, pelicans and sometimes, during their migration season, even gray whales.
The sun sets on Olympic National Park’s Rialto Beach.
Nova Icaria Beach, Spain
Apopular public beach overlooking the sparkling blue waters of the Balearic Sea, Barcelona’s Nova Icaria Beach offers visitors a break from fast-paced tours and travel fatigue in exchange for a cozy slice of sand. Stretching over 1,300 feet, Nova Icaria is a favorite among locals and tourists alike with lively activities like volleyball and table tennis, a convenient location and modern smoke-free facilities. This seaside escape is also one of the region’s most accessible with comfortable beach wheelchairs available to rent, accessible paths by the plenty and volunteer assistance for visitors who need a little extra help getting around. At Nova Icaria, everyone is encouraged to take a dip, and wheelchair users can do so too with various tools and resources like an onsite hoist, life vests, parasols and floating aids. Of course, volunteers are always happy to help too.
Barcelona’s Nova Icaria Beach has a large paved pathway.
Mount Maunganui Main Beach, New Zealand
Featuring over 74 miles of picturesque shoreline, New Zealand’s Coastal Bay of Plenty region is a must-visit for travelers in search of sand, surf and unbelievable scenery. And, with such a strong connection to the land and the waters that shaped it, Kiwis take their beach access seriously — for everyone. A shining example of New Zealand’s passion for equal beach access is Mount Maunganui Main Beach, a lengthy stretch of white sand situated at the base of the majestic Mount Maunganui, a dormant volcano cone perched at the tip of an ocean-flanked peninsula. Here, visitors, no matter their physical ability, can enjoy medium or large beach wheelchairs, an accessible changing facility, accessible picnic tables and rollout beach access mats that lead directly to the sea.
Mount Maunganui Main Beach is accessible to everyone.
Praia da Rocha, Portugal
Featuring dramatic blue waters and towering limestone rock formations, Portugal’s Praia da Rocha is one of the region’s most beloved beaches. Located on the southern coast of the city of Portimão, Praia da Rocha is the ultimate amalgam of natural and man-made wonders surrounded by sparkling skyscrapers, modern apartment buildings and magical golden-colored cliffsides. The seemingly endless sandy shore is dotted with colorful umbrellas and comfortable lounge chairs, a tiny slice of paradise in the Land of Explorers. When it comes to accessibility, Praia da Rocha hits the mark with large wooden walkways, flat terrain, ramped beach entrances, handicap-accessible restrooms and reserved parking. While the beach itself doesn’t have beach wheelchairs available to rent, travelers can work through local companies to book their mobility device of choice.
Praia da Rocha boasts accessible pathways and boardwalks.
Siesta Beach, Florida
Situated an hour south of Tampa, Florida’s Siesta Key is a charming barrier island in the Gulf of Mexico. Here, visitors spend their days perusing colorful storefronts, marveling at natural formations like Point of Rocks with its shallow tidal pools and coral reefs and enjoying the all-around beauty of the great outdoors. And, luckily for travelers with mobility devices, if they’re visiting Siesta Key, they can also spend some time at one of Florida’s best accessible beaches: Siesta Beach. At Siesta Beach, wheelchair users can opt to stay in their own chair or rent a manual beach wheelchair onsite for no extra charge. Once they decide how they want to get around, travelers can head to the shore via Siesta Beach’s 400-foot-long Mobi-Mat which extends onto the sand and has several opportunities for visitors to pull over and enjoy the view.
Siesta Beach is one of the most accessible beaches in the U.S.
HELPING TRAVELERS WITH A NEURODIVERSE CHILD PLAN A TRIP
PLANNING A TRIP FOR A FAMILY ACCOMMODATING A CHILD ON THE AUTISM SPECTRUM ISN’T EASY, BUT RESOURCES TO HELP ARE PLENTIFUL.
WORDS / JOY HARRINGTON
Before having children, Nicole Thibault and her husband intended to make travel a priority in their lives. Children, they agreed, would not stop them from exploring. Until their first child was diagnosed with autism.
“Every noise, every sound, every scent, big crowds; [they all] seemed to upset him so much,” Thibault recalled. By the time the couple had their third child, they had curtailed taking many trips. Destinations and popular modes of transportation — like flying — simply didn’t accommodate their son and his
sensory needs. She talked to other families with children on the spectrum, and they were not encouraging. “They told me that they just stopped going anywhere,” she said.
A survey of families with neurodivergent children conducted by the International Board of Credentialing and Education Standards (IBCCES) found that 87% do not take vacations. Overwhelmingly, it’s because they are not satisfied with the travel options for their families.
About one in every 36 children is diagnosed on the autism spectrum in the U.S., according to estimates from the CDC,
Nicole Thibault
representing a 300% increase from 20 years ago. There are more than 20 million families with autistic individuals around the world and an estimated 53 million Americans with disabilities. These populations have long been underserved when it comes to travel, the IBCCES reports.
Special-needs travel is becoming the fastest-growing segment of the trillion-dollar travel industry. Increasingly, destinations and attractions are adding features and training staff to ensure their offerings are accessible to all types of travelers. And as a result, travel advisors are better prepared to serve those families.
BOTTOM LINE: TRAVEL IS STRESSFUL
Imagine a typical family-friendly destination, such as a theme park. You hear fireworks, parades, the roar of a coaster zipping along a track and carnival barkers in the fairway. You smell popcorn, cotton candy and sizzling hotdogs. You see whirling lights, throngs of people and spinning rides. For neurodivergent children, all that input can cause sensory overload. Sounds that neurotypical people routinely ignore may be so loud to neurodivergent children that they cause pain.
When the environment doesn’t wreak havoc, other guests may. Autistic children may be non-speaking and communicate using specialized devices or with sounds, such as chirps and grunts. They also may stim, which can be anything from flapping their arms and hands or humming to rocking, clapping or headbanging. The stimming serves to make them feel comfortable, but it can elicit cruel reactions from other families.
Holly Robinson Peete, a celebrity activist and the parent of an autistic adult, has recounted how other people have made trips unpleasant for her and her family.
“Some of the hardest moments I can remember have been when we’ve gone on vacations,” she said in an interview with Fodor’s Travel. “If R.J. would have a moment, make noise, clap or stim, people would stare or call him names, and I would get so tired of having to educate people.”
Thibault recalled similar experiences when simply not having her son’s preferred foods available for meals would trigger a meltdown. That’s why, over 10 years ago, she launched her own company, Magical Storybook Travels, based outside Rochester, New York, specializing in travel for families of neurodivergent children.
“We practiced making small trips with our family,” she said. “The more I learned, the more I wanted to share it with other people.”
RESOURCES FOR TRAVEL ADVISORS
Thibault is a certified Family Travel Specialist and has gotten her Autism Travel Professional certification (CATP) from IBCCES. The certification includes four continuing education hours of training and must be renewed every two years. Certified travel professionals are listed in a resource on the IBCCES website.
“I recommend the CATP training and certification,” Thibault said. “It makes clients feel confident you can help them.”
The IBCCES also has a list of certified destinations — called Certified Autism Centers and Advanced Certified Autism Centers — including entire cities. Those centers have trained at least 80% of their staff and can include educational, recreational and healthcare facilities. For example, Beaches resorts, Sesame Place (both Philadelphia and
San Diego locations) and SeaWorld Orlando are all Certified Autism Centers.
Certified Autism Destinations means the majority of tourism-related organizations have completed autism and sensory disorder sensitivity and awareness training and completed an onsite review with IBCCES. High Point, North Carolina, is an example of a certified destination.
An Autism Certified City (ACC), according to IBCCES, means that all areas of a city, including health care, education, local government, hospitality, leisure, manufacturing and corporate members, are trained and certified to deliver their product or service to autistic guests, staff or residents.
Mesa, Arizona, is the first ACC in the world. More than 500 city employees have completed training, along with 60 businesses and organizations representing more than 4,000 employees and community members. That includes attractions — such as the Odysea Aquarium and the Arizona Museum of Natural History — and hotels, including Delta Hotels by Marriott, Sheraton Mesa Hotel at Wrigleyville West and Hyatt Place
Phoenix/Mesa.
“My favorite place is Mesa,” Thibault said. “There is so much to do. There’s hiking and kayaking and 60 businesses and attractions you can choose from.”
Families who seek Thibault’s help with trips often want to visit hotels, theme parks and destinations that are not autism certified.
“This is when you have to do your research,” Thibault advised. “Every location is different, so you need to call them to find out about their accommodations, their processes for providing special services, even what’s available for meals and snacks.”
She also suggests joining Facebook groups for different destinations to find first-hand accounts or to get direct answers from destination spokespeople, other travel advisors and families.
“Watch YouTube videos of the destination or attraction when you can,” Thibault said. “You want to prepare your clients for everything: the sights, the sounds and anything else they may encounter.”
In her business, Thibault offers social story videos to familiarize families with everything
from the hotel rooms and pools to kids’ areas, restaurants and other attractions. Her own children are featured in some of the social stories.
“The social stories help eliminate anxiety,” Thibault said. “When a traveler and their family can shake that weight off, it makes the next steps easier.”
TAKING THE NEXT STEP
So, what does this mean for travel advisors? Here are a few ways to be prepared for helping neurodivergent families enjoy their trips to the fullest.
QUALIFY CLIENTS THOROUGHLY
During your first meeting with a potential client, ask about sensory processing issues, motor skills and the need for specialty devices. Ask how their neurodivergent child communicates: Do they speak? Do they require an assistive communication device? Do they use other kinds of communication? Does the child prefer high- or low-sensory input?
Some children may love very physical, boisterous activities, while others may want quieter activities like hiking. Ask about food allergies, food preferences, aversions and “safe foods.” The more you know about the family’s needs and preferences, the better you can match travel destinations and accommodations.
GET CERTIFIED
The IBCCES offers training and certification for Autism Travel Professionals including breakdowns of the target market and sales tactics. Certified travel professionals are included in an online directory.
RESEARCH, RESEARCH, RESEARCH
Not every desired location is a certified autism destination. Some theme parks, for example, have special passes to help families avoid waiting in line or to help them find quieter spaces in the park. Ask the destination what services they provide, such as wheelchairs and noise-canceling headphones. Check out YouTube videos about the destination or the attraction to get a sense of the sights and sounds. Incorporate pictures and videos into social stories for families to view in advance of their trips.
A sensory guide outside a LEGOLAND elevator depicts touch, taste, sound, sight and smell.
PREPARE CLIENTS FOR TRAVEL
Social stories are a great way to prepare families, but so are rehearsals. The Arc, a nationwide nonprofit that advocates for people with disabilities, created its free Wings for Autism program to provide airline and airport staff and families an opportunity to do an airport “rehearsal” to prepare families for flying. Look for local chapters of The Arc near a client and find out when the next rehearsal is scheduled.
APPLY FOR DISABILITY
ACCESS
Register with TSA Cares to request the accommodations your clients need in advance of a flight. Some families may be able to skip security lines for a faster, quieter security check-in.
HERE IS A LIST OF POPULAR DESTINATIONS THAT HAVE SECURED A CERTIFIED AUTISM DESTINATION OR CERTIFIED AUTISM CENTER DESIGNATION FROM THE IBCCES:
MESA, AZ: The first-ever Autism Certified City, Mesa offers a mobile passport highlighting the city’s Certified Autism Centers including attractions, hotels and restaurants. The Skyline Aquatic Center Water Slide, Arizona Museum of Natural History and the i.d.e.a. Museum provide sensory guides indicating the level of stimulation at different areas of the location.
HIGH POINT, NC: The first Certified Autism Destination on the East Coast, High Point has a number of certified attractions, including the High Point Library and the High Point Museum, and such restaurants as Giannos and Sweet Old Bill’s.
BEACHES RESORTS: The first resort brand to achieve the Advanced Certified Autism Center designation, Beaches offers its staff continuous competency training in sensory awareness, common
motor skills and social skills and different methods of communication. The resorts offer sensory stimulation guides to prepare guests for what to expect in different areas of the resorts, autismfriendly Kids Camps and custom meal preparation. Families can hire “Beach Buddies,” trained aides who can step in with an extra set of eyes and hands and offer caregivers a respite.
DUBAI: Several attractions and hotels in the United Arab Emirates city have IBCCES designations. Atlantis Aquaventure Dubai is one, which is the world’s largest waterpark that has 621 lifeguards with autism certifications, sensory ratings around the park and designated quiet zones. There’s also The Green Planet biodome which includes sensory ratings for its 11 attractions and quiet zones, and the H hotel, the first hotel in Dubai to be a Certified Autism Center. All guest-facing staff here have
received specialized training.
LEGOLAND: Parks in California and Florida are Certified Autism Centers and offer guests and travel advisors preplanning resources, sensory guides for rides and attractions, low sensory areas, quiet rooms and earplugs.
SESAME PLACE: With locations in Pennsylvania and California, the parks provide noise-canceling headphones, a quiet room and other low-sensory areas, a ride accessibility program and quiet dining options.
PEPPA PIG THEME PARK: Sensory guide booklets are available for all its attractions.
SEAWORLD ORLANDO AND DISCOVERY COVE: Both Certified Autism Centers provide sensory guides for every ride, quiet rooms and spaces and low sensory areas.
Fall colors in Rocky Mountain National Park.
A family checking in at a Wings for Autism event.
CREATING SPACE FOR AAPI TRAVELERS
RUMY MOHTA, PRESIDENT OF ATLAS VENTURES, SHARES HOW THE TRAVEL INDUSTRY CAN CONTINUE TO BREAK DOWN BARRIERS AND BECOME MORE INCLUSIVE.
WORDS / CODIE LIERMANN
At a conference this past spring, I attended an educational session that focused on why diversity matters in the travel industry, both locally and globally. As the speaker put data on the screen representing the economic benefits of diverse and inclusive travel, a voice chimed in from behind me pointing out that none of the data included AAPI (Asian American Pacific Islander) travelers. The conversation that ensued from this comment was educational and meaningful, and I believe everyone walked away with something further to think about.
Rumy Mohta
Mohta’s group poses for a photo at Roman Amphitheater of Scythopolis.
Topics around diversity, equity and inclusion don’t fit into a one-hour educational session. They don’t fit into one magazine article. Discussing topics like this takes many routes, and from them, new topics of conversation are born. And that’s exactly what bringing them up is meant to do — spark a conversation that continues.
This article isn’t meant to be allencompassing but instead, to be a conversation starter for a group that is currently underrepresented in our industry, AAPI travelers.
The voice I heard chime in during the education session belonged to Rumy Mohta, president of Atlas Ventures, and I instantly looked forward to continuing the conversation he created.
“One of the things that many people do not realize is that AAPIs is all the way from Guam in the East and it extends to Turkey in the West,” Mohta said. “Turkey is part of Asia. Many people again do not realize that it includes Israel, Saudi Arabia, Iraq, Iran. All of those are considered Asia.”
Mohta went on to explain that when companies are working with and including
AAPI travelers, they shouldn’t just assume these travelers are all from one Asian country. These travelers account for a tremendous amount of revenue, Mohta explained, and that’s why so many agencies are already successful — because they know how to cater to this population.
When you do find the opportunity to work with AAPI travelers, “don’t put all of them in the same bucket. Their languages are different, even the dialects, of course. Their needs are different,” Mohta said.
Broadened Marketing
In regard to what travel advisors and suppliers can be mindful of in their marketing strategies is who they are showing in their brochures, on their websites and throughout their advertisements.
Mohta shared that he’s had times when he shows clients a brochure, and they have been steered away from traveling with the company due to the lack of people in photos that looked like them.
“Stop showing only white people,” Mohta said. “You have to show the different color mosaic of the United States of America if
Above: At the Jordon River Baptismal site; right: Rumy Mohta on an Arctic adventure.
that’s what you’re marketing.” He pointed to Delta Air Lines as a shining example of what to do when it comes to marketing material.
“Delta Air Lines – I’m giving them the top mark – are the only airlines that are showing not only ethnic people, they had a poster with a woman in a hijab. That is fantastic. They had LGBTQ couples holding hands in a Delta advertisement,” Mohta said, adding that a few years ago this would have never been the case and that it’s rare to see imagery like this from other travel companies.
Mindful Greetings and Inquiries
Think about the way a simple greeting makes you feel. Whether it’s a “good morning” when you enter a building or a salute to a holiday you’re celebrating, greetings usually make people
feel acknowledged and included. It’s important to think about the way you greet people in your travel business and throughout your promotions. Does the verbiage you use speak to everyone or only specific groups of people?
Mohta encourages travel advisors and brands to include everyone in their greetings. “The suppliers are celebrating Thanksgiving on a flight and Christmas on a cruise,” he said. “Why not go ahead and do that for others? Why can we not market to the other communities and other beliefs?”
Examples of holidays he gave to acknowledge in promotions are the Chinese New Year, Diwali and Hanukkah, just to name a few. A simple greeting can go a long way to make people feel included.
While marketing for holidays falls under a specific timeframe, it’s important to
remember to include a diverse population in promotions throughout the year. For example, AAPI travelers should not only be observed in May, and LGBTQ+ travelers should not only be celebrated during the month of June. Travel companies should challenge themselves to represent travelers of all types throughout the year.
When working with a new client, it’s always important to get to know them first, and this should be done free of assumptions. Mohta tells travel advisors to ask the right questions. He said when working with AAPI travelers, or new clients in general, asking about dietary restrictions is important, as well as if there are any cabin or room numbers to book or avoid booking due to the numbers being seen as significant or unlucky.
Wadi Rum, Jordan
Utilizing a Consultant
If you’re not sure where to start when marketing to or working with AAPI travelers, bringing in the expertise of a consultant can be extremely helpful.
“Travel suppliers need to start bringing in consultants, and again consultants who are AAPIs, consultants who have traveled, consultants who have seen the world, consultants who can bring the value from around the world to them to do that,” Mohta said. “I think that’s the most important factor on the marketing side.”
It’s also important to ensure everyone on the team is treating people with respect. Consistent training can be key to breaking down barriers and ensuring everyone who calls your company is treated kindly. Mohta
expressed that he has been faced with a change of tone on the other end of the phone when the representative hears his accent.
“[Suppliers] need to train the people on the phone to have the right attitude towards anyone calling, especially travel advisors of different colors and shapes and sizes,” Mohta said. Otherwise, the person calling in will want to hang up and call another company.
When it comes to inclusivity, it’s really about having a balance of celebrating everyone’s individuality while also bringing people together. “What [travel companies] need to do is to separate, yet bring together, people of different colors. When you do an event, you need to make sure that everybody gets a chance to talk,” Mohta said. “You listen to people so
that you’re covering the right topics.”
When you begin being more diverse yourself and including everyone, Mohta points out that the world begins to open up. Travel is for everyone, so why not work to make your travel business one of the most inclusive ones out there?
Mohta has been leading group trips all over the world for years, and on a recent Arctic expedition, the youngest guest was eight years old, and the oldest ones were in their 70s. Don’t ever just assume someone isn’t interested in a vacation based on how old they are or how they look.
“The more we see the world, the more we learn about each other,” Mohta said. “The more we learn about each other, we face lesser problems in the world.”
Clockwise from top left: Special bedouin lunch at Wadi Rum, Jordan; traditional Arab dinner near Petra; church of the Holy Sepulchre; tomb of The Virgin Mary
THE MOST ANTICIPATED NEW OPENINGS IN 2024
THESE ARE THE BUZZIEST NEW DEVELOPMENTS IN THE TRAVEL INDUSTRY.
WORDS / ALESANDRA DUBIN
Despite an uncertain economy, travelers are ready to hit the road in 2024 — big time. “We are continuing to see very strong interest in travel for 2024 and beyond,” said Brady Binstadt, owner and CEO of the luxury adventure travel company Geographic Expeditions (GeoEx).
Travelers are planning far in advance “to get exactly what they want,” a practice Binstadt attributes in part to increasing trip lengths. “We are still seeing folks travel a bit more slowly,” he said, adding that travelers are complementing cultural experiences with time to relax and unwind. He further attributes travelers’ early booking enthusiasm to the overall strength of the market: “The premier properties and services are in such demand.”
Ready to meet that red-hot demand is an impressive array of new offerings around the globe — and there’s something for everyone, from Disney fans to cruise devotees and luxury addicts. Here’s what to expect across the industry in 2024.
Cabot’s New Golf Courses
Florida’s Cabot Citrus Farms is set to reemerge with three new courses in 2024. Offerings set to open in January include two 18-hole courses and a 21-hole golf experience made up of two nontraditional courses. New guest accommodations, dining options, multiple racket courts, pools, clay shooting, archery, axe throwing and more all-ages offerings are also coming in the new year.
Cairo’s New ‘GEM’
It’s not a stretch to say that Cairo’s Grand Egyptian Museum (GEM) is among the most anticipated museum projects anywhere — ever. After nearly two decades of anticipation, it’s set to open its doors at the end of this year, becoming the largest archaeological museum complex on Earth. And not only will it make for a must-do excursion for travelers already in Egypt, but it’s a big enough draw upon which to build a whole trip. “We’re seeing tremendous interest in Egypt as a whole,” Binstadt noted. Jonathan Alder, founder of luxury travel planning company Jonathan’s Travels, recommends “adding it to an itinerary that also includes a Nile cruise” for the full experience.
Tiana’s Bayou Adventure at Disney
Walt Disney World’s Splash Mountain ride closed in January 2023, and Disneyland’s version of the fan-favorite water ride closed just as summer was getting underway. In their place, a new ride that banishes the racist undertones associated with the “Song of the South” theme of the previous attraction will open in the new year. Tiana’s Bayou Adventure expands the story of Princess Tiana, the Black princess from Disney’s 2009 movie “The Princess and the Frog.” In the new ride, Tiana and her jazz-loving alligator Louis journey through the bayou as they get ready to host a Mardi Gras celebration, accompanied all along by original music inspired by songs from the film. The ride is slated to
open both at Disneyland and Disney World late in the year.
The new ride “is important, as it helps to reset the tone” as it replaces the former attraction attached to “racist stereotypes and glorification of slavery,” said Anita Francois, founder and CEO of Black Travel Summit. “Now more than ever, we must be sensitive to what could be offensive to Black travelers and other travelers of color. We can’t expect these communities to feel good about where and with whom they spend time when there are still outdated ideologies from a painful part of history being exhibited.”
Royal Caribbean’s Icon of the Seas
The largest cruise ship in the world will set off on its maiden voyage in January 2024 — and it’s a whopper. Royal Caribbean has been hard at work in Finland constructing its 1,198-foot-long Icon of the Seas, which will house up to 7,600 guests and 2,350 crew members — an eye-popping total of nearly 10,000 souls on board. The ship boasts 18 guest decks (20 decks total), 2,805 staterooms, seven pools and six enormous waterslides, all arranged around eight distinct neighborhoods. Miami will be the ship’s homeport, at least until spring 2025.
Top left: A rendering of the new Grand Egyptian Museum in Cairo; bottom left: “The Heartbeat of New Orleans” is a living mural featured in Tiana’s Bayou Adventure at Disneyland Park; above: A rendering of the colorful pool decks aboard Royal Caribbean’s new Icon of the Seas.
Air New Zealand’s New Cabins
Air New Zealand is set to roll out some major new offerings for its Dreamliners in the fall. Among the debuts is the super-buzzy Economy Skynest, which will offer the first bunk beds in the sky. The Skynest comprises two sets of three bunk beds stacked in an outwardfacing, V-shaped configuration, which passengers can book for a fourhour block to get some sleep. The airline’s Business Premier Luxe is the more tricked-out version of Business Premier, but with a fully closing door and space for two to dine, with each seat featuring an ottoman and a larger tray table.
The Skynest concept “could be a game-changing moment for longhaul travel,” said Radha Vyas, the CEO and co-founder of the group adventure travel company Flash Pack. “It’s an attractive proposition for a destination that’s brimming with bucket-list delights. Being able to take the edge off jet lag en route to this adventure wonderland — via a flight that’s typically the longest of long-hauls for many people — is an invitation that’s hard to resist.”
Nassau’s British Colonial Revamp
In early January, the iconic British Colonial Hotel, known as the Grand Dame of Nassau, is set to unveil a total overhaul, a new feature of downtown’s renaissance. The century-old boutique property will be restored to feature 288 guest rooms and suites with original artwork, crown moldings and towering crystal chandeliers, eight food and beverage outlets and two oceanfront pools that overlook a 300-foot private beach and tropical gardens. The opening is well-timed with the arrival of the new direct service to Nassau from LAX via JetBlue and from LAX and Seattle via Alaska Airlines, the first nonstop West Coast routes.
Renaissance’s New-Build Hotel in Hawaii
The Renaissance Honolulu Hotel and Spa at Sky Ala Moana is set to debut in the first quarter. It’s a brand-new build — rare for Hawaii — and marks the Renaissance brand’s return to the state. Situated along reef-protected shoreline — which helps protect the island’s natural resources and guard against erosion — and more than a half-mile of
COURTESY OF AIR NEW ZEALAND
Top left: Air New Zealand’s new Skynest cabins; bottom left: A King Room at Renaissance Honolulu Hotel and Spa at Sky Ala Moana; above: A rendering of the British Colonial Hotel’s new lobby; right: A rendering gives travel pros their first look at the highly anticipated Mattel Adventure Park.
COURTESY OF BRITISH COLONIAL HOTEL
white sandy beach, the 39-story hotel tower includes 187 new rooms and suites with floor-to-ceiling glass windows, topped by 112 residences. The eighth floor Sky Terrace will feature a 25-foot lap pool, men’s and women’s indoor and outdoor soaking baths (Hawaii’s first traditional Japanese Ofuro baths), Himalayan salt saunas, meditation gardens and a glass-enclosed fitness center with yoga studio and spa.
Mattel Adventure Park
VAI Resort’s Mattel Adventure Park will become Arizona’s first themed, indooroutdoor amusement park when it opens in 2024 — and it’s perfectly timed to build on the major Mattel moment spawned by the “Barbie” movie. The park will include two Hot Wheels roller coasters; the Hot Wheels Twin Mill Racer will feature a double loop and two corkscrews — the first coaster like it in the state. The park also will offer a full-scale “Barbie” Beach House, Thomas & Friends attractions, laser tag, mini golf and other action inspired by Mattel games. Overall, the park is nine acres and features over 160,000 square feet of air-conditioned amusement space.
Appellation Healdsburg
In 2024, chef Charlie Palmer and Four Seasons vet Christopher Hunsberger are set to debut the buzzed-about Appellation Healdsburg in California’s famous wine country. The new 108key hotel will feature a signature Charlie Palmer restaurant, spa, fitness center, two pools, culinary gardens, expansive indoor-outdoor event space and walking trails encircling the property and connecting to the Foss Creek Trail.
GeoEx’s Iraq Tour
GeoEx has just debuted an ambitious new trip itinerary around Southern Iraq, called “On the Road to Baghdad: Exploring Southern Iraq.”
The 2024 trip highlights include experiencing the millennia-old architecture of Ur, Uruk and Ctesiphon; joining pilgrims in prayer at the Shrine of Imam Ali in Najaf and the Shrines of Hussein and Abbas in Karbala, two of Islam’s holiest cities; cruising the Mesopotamian Marshes by motorboat and walking the ancient corridors of Babylon.
Signia by Hilton Atlanta
Set to open in January, this new hotel is Atlanta’s biggest ground-up development project in four decades, as well as the tallest building on the city’s west side. The 976-room hotel will offer direct access to the Georgia World Congress Center via a pedestrian walkway, and it’s located next to Mercedes-Benz Stadium and State Farm Arena, offering guests easy access to sports and entertainment events. The hotel will have four restaurants and three bars, plus a spa, beauty bar and fitness center. It will also have more than 100,000 square feet of meeting space, including the largest hotel ballroom in Georgia.
Universal’s DreamWorks Land in Orlando
This summer, NBCUniversal announced its plans to open a DreamWorks Animation theme park at Universal Studios Orlando. Set to open in 2024 and comprise four acres, the new park will draw inspiration from the animation studio’s intellectual property, which includes the likes of Shrek, Trolls, Kung-Fu Panda and Gabby’s Dollhouse. The destination will target younger kids and their families.
Top to bottom: A rendering of a bird’s eye view of the new Appellation Healdsburg property in California’s wine country; The Great Ziggurat of Ur is one of the attractions featured in GeoEx’s Iraq Tour; A rendering of the entrance at Signia by Hilton Atlanta; A rendering from Universal Orlando shows beloved DreamWorks characters promoting the new land.
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KEEPING THE CULTURE ALIVE IN
THE TRAGIC WILDFIRES IN MAUI HAVE BEEN DEVASTATING TO THE REGION — BUT ITS CULTURE REMAINS STRONG, AND IT’S STILL OPEN FOR BUSINESS.
WORDS / LESLIE LANG
MAUI
On August 8, 2023, wildfires barreled through Maui’s Lahaina town, trapping some residents in their homes and others in their cars as they tried to escape the flames being driven by an offshore hurricane. A couple of other wildfires burned elsewhere on the island. By the time the Lahaina fire was extinguished, almost the entire historic seafront town was gone. Weeks later, human remains reduced to ash were still being identified by DNA.
Aerial view of Kā‘anapali
It was, by every account, a horrific tragedy — so talking about tourism to Maui in its wake might almost seem inappropriate.
But Kainoa Daines, senior director of destination education at the Hawai‘i Visitors & Convention Bureau, said it’s the exact opposite. He wants people to know that the island of Maui is open to visitors. “Come to Maui,” he said, “but please travel with a sense of responsibility — a sense of respect.”
Initially, the state announced that Maui was closed, and travelers wanting to do the right thing stayed away. An unintended consequence was that tourism to the entire island dropped so precipitously that some people who lost family members and homes also lost their jobs.
Daines said the best way to help the island is to return.
Open for Business
Lahaina, of course, remains closed. But Maui’s North Shore (Pā‘ia) and South Maui (Kīhei, Wailea and Mākena) are open and ready for visitors. Even remote Hāna, which traditionally takes in fewer visitors, is welcoming some travelers.
Ken Kimi is Hawai‘i chapter president of the American Society of Travel Advisors and owner of A Touch Above Travel Services. He said travel advisors should verify that a property is accepting reservations because so many of them are housing displaced families, employees and first responders. The same with tour operators. “You need to do your due diligence and
make sure they’re open, like snorkel tours and diving. We cannot just assume the things we used to book are there and operational,” he said.
As of early October, some hotels in Kapalua, Nāpili and Kā‘anapali, where displaced families and responders are being hosted, have officially reopened.
He added there are likely to be more airline seats available because not as many people are flying. “However, there was a report about all the cars that are stored off the airport, like 18,000 out of the inventory of 24,000,” he said. “The car companies are looking at selling and/or shipping cars to other locations because just like with COVID-19, they took a big loss having cars just sitting around. We saw this right after COVID — when the demand picked up, there were no cars available. We may see something like that again, so lastminute trips could become problematic for car rentals.”
Paula Takamori, owner of Hawai‘i-based agency Travel to Paradise, said that unfortunately airlines have temporarily canceled some of the long-haul flights in and out of Maui “because there aren’t enough people to get on them right now. You know, it takes a lot of people to fill a Dreamliner.”
She’s booked people to Maui since the fire, though, who’ve had a great trip. “I just suggest people go down to Wailea and South Kīhei because they need you to come,” she said.
Maui hula master and Hawaiian cultural and language specialist Hōkūlani Holt wants visitors to know they may
Friends gather for a meal in Kīhei.
Two people bike in Hana.
be vacationing alongside or being served by people who lived through the Lahaina tragedy.
“Please be kind to those who may still be suffering from the effects of the fire,” she said. “They may not be at their top emotional place at this time. They don’t want to be interviewed about how it is to be living there at the hotel.”
Daines agreed: “I think it’s about getting into the right frame of mind — knowing that you’re going to a place where people are still hurting, but they want you there. That’s the tricky balance: that the economy needs you. They need visitors; they need people to shop, to stay in hotels, to eat in the restaurants,” he said. “In only a month, businesses were already suffering, so much so that they’re laying off people or cutting hours to the point [that] they can’t function anymore.”
Tapani Vuori, Maui Ocean Center general manager, said coming to Maui and supporting local mom-and-pop operations is a way of honoring the kānaka maoli (native Hawaiian) community. “We need to increase the share of the money staying on Maui so we can have a faster recovery.”
Maui Ocean Center had 1,467 paying guests on the day of the fire, he said, and on one day exactly two weeks later, there were only 106. So far, he’s retained his 130 employees, who he’s been sending to volunteer with relief-related NGOs on company time. Some are also working on special projects at the aquarium.
Organizing the Community
On the first day of the fire, displaced families started gathering in the Maui Ocean Center parking lot. “Right away, we removed the paid parking so anybody could park here for however long they wanted,” Vuori said. “We worked very closely with those families, trying to provide food and shelter.”
At the end of the second week after the fire, Maui Ocean Center organized a wellness event right there in the parking lot. “We brought three large event tents, and we put out an open invite to all health practitioners, massage therapists, [people who provide] reiki, acupuncture, reflexology — you name it.” They also had certified crisis counselors on hand, all available for free. “A lot of people were really happy to be able to do that because, spiritually, this has been very challenging for our community,” he said. In an attempt to create uniform messaging,
Maui Ocean Center called a community meeting that brought together 300 hotel and business owners, state and county personnel and others. The goal was to get everybody on the same page, and it worked.
“I suggested that the message should be that Maui is open for respectful, compassionate and caring tourism. That we welcome you, although Lahaina is out of bounds,” he said. “There’s no reason for anyone to go to Lahaina unless you go
there to rescue or do some work that you’re authorized to do.”
He proposed in the meeting that the Kā‘anapali, Nāpali and Kapalua areas should be open “because there’s a lot of money in that area, and we need to keep it operating and keep all the people on the west side employed, because that will help us recover.”
He also suggested establishing a safe corridor through the Lahaina Bypass road. A dust fence has since been installed along parts
HAWAIʻI
of Honoapi‘ilani Highway (Hawai‘i Route 30) and Lahaina Bypass Road (Hawai‘i Route 3000) to contain hazardous dust and protect those driving past Lahaina to the Kā‘anapali and Kapalua areas.
Honoring Lahaina and Maui
People across the channel, on Moloka‘i, knew about the Lahaina fire before anyone else. “Moloka‘i could see the fire, and the community came together,” Daines said.
“They were like, ‘Pack the boats up with cereal and diapers. Send water. Send what you can. They need help in Lahaina.’ Boats were flying across the water.”
Soon, the rest of the islands started sending planes and boats full of supplies. “Hawai‘i takes care of its own,” Daines said. “I think they set up four or five command centers — and they were very impressive, fully stocked, fully ready to rock and roll — before FEMA even arrived.”
Now, Daines said the best way to help from
afar is by monetary donation. “The Hawai‘i Community Foundation’s Maui Strong fund is getting shared among nonprofits, funneled to private individuals and managed in a variety of different ways,” he said. “So if people don’t want to come yet, they can donate that way.”
Travelers who want to volunteer time while on Maui can do that, too, although it’s not necessary. “If you’re not comfortable just lying by the pool, maybe go help at Goodwill, go help at the food bank, go
Visitors enjoy the water in Mākena.
Visitors enjoy the water in Mākena.
help at any one of these places listed on the Hawai‘i Visitors & Convention Bureau website,” Daines said. “If that helps to better understand what people are going through by giving back, and then after that, you go lay by the pool, that’s fine.”
Lahaina at a Turning Point
Lahaina has a storied history, Holt said, and now the town is at another huge turning point.
In the first half of the 19th century, the town was the capital of the Hawaiian kingdom. From about the 1820s through the 1870s, it became the center of Hawai‘i’s whaling industry. Next came sugar, and water that used to flow through Lahaina was diverted for the sugar plantations. “Lahaina was once known as the Venice of the Pacific because it had so much water,” Holt said. “But then sugar came, and then those ponds and those rivers no longer existed, so they were covered over and then homes and et cetera were built.”
Holt talked about the importance of remembering the traditional stories of Lahaina, both ancient and recent, through
hula and chant. Maui’s Polynesian voyaging canoe Mo‘olele, built in 1976 when traditional voyaging and navigation were being revived in Hawai‘i, was destroyed in the fire, and she said it’s one important memory that will live on.
“The Mo‘olele, who is the grandmother of many of the sailing canoes today, was burned, but we have her song,” she said. “It still reminds us of who she was and how she affected the sailing community. We will continue to sing the songs, chant the chants and dance the hula for all the places and things that are and will continue to be Lahaina.”
Holt has been leading ceremonies for the community and town. One was an evening ceremony “for the releasing of the souls who perhaps have not found their way to where they need to go,” she said. “We had a vigil in which, three times a day, ceremonies were done to incorporate the whole community. And then we just completed one to spread healing to the ‘āina (land) itself. There were ceremonies
being done in four separate places simultaneously for the land of Lahaina.”
Lahaina Going Forward
Holt said there are references to groves of ulu (breadfruit) trees standing in Lahaina back when the area was called Lele. She hopes plans include planting more ulu groves and establishing fire breaks in the uplands.
“We hope we will bring back some of the traditional things that existed in Lahaina,” she said, including historical places. “The different cultures that came to Hawai‘i and Lahaina also left their mark. There was the Wo Hing Temple, right on Front Street, and the Hongwanji temple that was on Waine‘e [Street]. We hope they could be rebuilt or redone in order to continue embracing all cultures in Lahaina. We are all a mixture of these people who have come to make Hawai‘i their home,” Holt said. “They left a mark in Lahaina, in their churches and their cemeteries and the places where they held their cultural celebrations. We definitely want them to also have a place.”
HAWAIʻI
Travel With Respect
So, how should travel advisors talk to visitors interested in visiting Maui post-fire? Daines said travelers are welcome to come and enjoy Maui, and all of Hawai‘i, but should remember the islands aren’t just a pretty playground. They are, in fact, home to a strong community of people.
“The devastation here, the loss of life, it wasn’t just some buildings burning down. People were trapped; people died. It was traumatic, and healing is going to take years,” he said.
Vuori said traveling to Maui is a way of honoring the Hawaiian community. “If you come and you’re respectful and compassionate and caring, you can have a positive impact here on Maui because the face of tourism has to change,” he said. “As tragic as this disaster has been, it also presents an opportunity for our community to reimagine tourism and our future.”
Hawai‘i is not an amusement park, Vuori said. “This is why you see the State of Hawai‘i talking about regenerative,
sustainable tourism. People can get involved with a cultural group or go and help clean up a lo‘i kalo (taro patch) by looking at sustainabletourismhawaii.org. They can get their feet and hands dirty, and I can guarantee you they will remember that kind of vacation for the rest of their life because they did something positive.”
“It’s an experience that is not available anywhere else,” he added. “You can get to know locals, and if you’re lucky, maybe you get invited to a real lū‘au and become part of the community.”
The primary message coming out of Hawai‘i is to travel with reverence and respect. “That’s the message we’ve been trying to convey about Hawai‘i in general, not just Maui,” Daines said. “It’s such a fragile and special place, and if we don’t take care of it, then none of us can enjoy it, not even the residents. So we all have to collectively take care.”
“This is just a heightened level of mālama (caring),” he said. “A heightened level of care for a place and people.”
SENDING ALOHA TO LAHAINA
• Hawaii Community Foundation’s Maui Strong fund supports Maui communities affected by the fires, including with the response and recovery efforts.
• Aloha United Way’s Maui Relief fund directly supports fire victims.
• Hawaii Ag & Culinary Alliance is providing immediate assistance to displaced restaurant, bar and hospitality workers.
• UH Maui College is helping students and their families impacted by the fire.
• Maui Humane Society has taken in displaced pets and provides pet supplies to those affected by the fire.
• Lahaina Restoration Foundation, a nonprofit that preserves and protects history and cultural heritage, is accepting donations to help with recovery efforts.
• See other ways to donate at the Hawai‘i Visitors & Convention Bureau’s Mālama Maui page.
Left to right: Visitors enjoy shave ice in Hana; Travelers can enjoy peaceful beach views in Wailea; Pā’ia is home to several quaint restaurants and shops.
A CURRENT OUTLOOK OF TODAY’S TRAVEL ADVISOR
HERE’S
A DATA-DRIVEN VIEW OF THE LEISURE TRAVEL ADVISOR RIGHT NOW.
WORDS / CODIE LIERMANN
Everything on VAX VacationAccess is done with the travel advisor in mind. Annual campaign themes, navigation updates, destination page enhancements — these aspects of the website are driven by what travel advisors need to do their jobs.
However, these developments can’t be accomplished without getting to know you, the advisor, on a deeper level. We need to know how you prefer to work, who your clients are and what resources on VAX are most helpful to you.
This means we need to hear what you have to say.
As we wrapped up 2023, we did so as we’ve done so many times in the past: with our
Age of Advisors
annual travel advisor survey. This year’s survey yielded 1,262 responses, up 558 from last year and 857 from 2021. Active participation is key to learning exactly what you need from VAX, and we’re elated to see the involvement growing each year. So, without further ado, here are the results.
ADVISOR IDENTITIES
Jumping right into the demographics, the survey results showed that 82% of VAX users identify as female, 15% as male and 1% as nonbinary; 3% preferred not to answer this question.
As far as age goes, almost 60% of advisors fell between 45 and 64 years of age, with 29% in the 45 to 54 range and 28% in the 55 to
64 range. The next most popular age was 65+ at 19% and 35 to 44 years at 17%. According to the results, 0% fell under 24 years of age.
EMPLOYMENT DETAILS
The number of new travel advisors continues to be a point of conversation, and the survey results showed exactly how popular new advisors are with 34% answering that they have less than two years of experience — up 7% from last year. We are happy you’re here, as we have an entire resource page on VAX created especially for you (the “New Advisor Education” page listed under the “Education” tab).
Twenty-one percent have two to five years of experience, and 16% have six to 10 years. Ten percent fell between 11 and 20 years of experience; 9% have 21 to 30 years; 7% have 31-40 years, and 3% have more than 40 years of experience.
The number of respondents who are fulltime home-based advisors has stayed about the same year over year, at 61%, and being home-based with an office jumped from 18% last year to 24% this year. It seems as though face time with clients is important, as another 10% work from an office and accept in-person customers. Only 2% of respondents work in an office not accepting in-person customers.
While 53% of respondents said they work full time, another 26% responded that they work full time but consider it a secondary income. More than half (54%) noted their annual income is less than 25k, while 27% fell within 25k and 75k. Three percent of advisors are making more than 150k.
How Advisors Prefer to Work
PRODUCT SALES AND COMMUNICATION
While the product category Vacation Packages dropped 4.2%, it still snagged the top spot with 43%. Cruise increased 3% year over year to 25%, and Hotel Only, Groups, FIT and Escorted Tours followed behind at 10%, 8%, 7% and 3% respectively.
As for advisors’ communication preferences, 31% favor emailing. Phone (25%) and Text (21%) are also popular. Social Media came in at 14%, which is a 6% jump from last year. Lucky for you, our “Travel Inspo Tool Kit” (located under the “Resources” tab on VAX) is bursting at the seams with inspiration for your social media posts, from brand deals and memes to inspiring articles from The Compass.
It’s important for us to know how travel advisors prefer to work, and we’re seeing
Client Age Group
Baby Boomers (1946-1964)
Generation X (1965-1980)
Generation Y/Millennials (1981-2000)
Mature/Silent (1927-1945)
Generation Z/Zoomers (2001 or Later)
a slight shift in device preferences among advisors this year. While many of the respondents still prefer to work on a Personal Computer, this option dropped from 40% to 35%. Laptop preference grew from 52% to 56%, and Tablet preference also went up from 3% to 5%.
CLIENT DEMOGRAPHICS
In addition to getting to know you, the advisor, better, we also are interested in learning who your clients are. According to the survey results, the most popular age group advisors are currently working with are Generation X (32%) and Baby Boomers (30%), followed by Generation Y/Millennials (24%), Mature/Silent (8%) and Generation Z/Zoomers (6%).
Client communication preferences matched advisors in that they prefer to communicate first by email, followed by phone and text. These clients primarily favor Value (37%) and Budget (31%) travel with Luxury (23%) following closely behind.
VALUE OF VAX
We’re always interested to see what advisors value most on VAX and what areas might need improvements. According to the survey results, 81% of respondents use VAX for both researching and booking travel. When it comes to the areas valued most on VAX, Destination Information (61%) and Travel Resources (57%) came in at the top, followed by Education (55%) and Offers & Incentives (49%). Specialty Travel, Brand Showcases, The Compass and the Travel Inspo Tool Kit were also high on the list.
Some advisors said they research on VAX but don’t book, stating it’s too complicated to use. To help with this, we have the “VAX
Training & Education” page (located under the “Education” tab) which offers tutorials for almost any scenario on VAX.
Others said they book on VAX but don’t spend time researching, saying they don’t know how to navigate or there isn’t enough hotel information. We’d encourage advisors to continue learning to navigate and explore all the resources VAX has to offer, and a Brand Showcase is a great place to find hotel information. These are listed under the “Products & Brands” tab on the main navigation.
VAX continues to take this feedback and implement it wherever possible to ensure the platform remains a useful resource for advisors.
VAX VacationAccess has always had one ambition:
to make travel advisors’ lives easier and provide a platform for them to succeed. In no time, VAX became a household name in the travel advisor community, and as some may call it, their very best friend. Now boasting a community of 100,000+ leisure travel advisors, VAX has established its title as the award-winning leisure travel marketplace.
But you don’t have to take our word for it. We are proud to have won coveted industry awards for the many facets of VAX: our industry-leading booking engine technology, our marketing resources, our travel advisor education and even our presence in print. We’re always striving to give our travel advisor users the best and to keep our winning streak alive.
Travel Weekly Magellan Awards
Gold Award
Booking Interface
Education Program
Travel Agent Only Website
Marketing Website Overall
Marketing Campaign
Silver Award
Travel Agent Only Website
Marketing Campaign
Trip Planning
Booking Interface
Web Marketing/Advertising
Promotional Video
Educational Program
Association of National Advertisers (ANA) B2 Awards
Silver Award
Travvy Awards
Best Travel Technology Provider
Best Travel Agent Reservation System
Best Travel Planning Technology
Travel Weekly Readers Choice Award
Best Travel Technology Provider
Nexion Awards
Best Technology/Booking Tool
Content Marketing: Magazine (Print or Digital) Category
7 WAYS TO BUILD YOUR PROFESSIONAL BRAND
IT MIGHT FEEL UNNATURAL TO PUT SO MUCH EMPHASIS ON YOUR PROFESSIONAL BRAND IDENTITY — BUT IT CAN BE THE SECRET TO DIGITAL MARKETING SUCCESS.
ESTABLISH TRUST AND CREDIBILITY THROUGH CONFIDENCE 1
Believe it or not, improv comedians and travel advisors actually have a lot in common, one expert explained.
In improvisational comedy, performers abide by the phrase “yes, and …,” which means the improviser should accept what their scene partner has suggested (the “yes”) then add to the story (the “and …”).
Travel advisors can learn from that concept, too, Martin Mussey said. And he would know: As a business development and education manager for Nexion Travel Group, Mussey brings a deep knowledge of human resources, consulting, coaching, theater and travel advising to his work.
“The ‘yes, and …’ is truly about saying, ‘yes, and what else?’ because if you don’t say the ‘and’ part, then you close off the scene,” Mussey said. “Professionally, that means you close off your access to growth to everything else. To me, those two worlds of improvisation and business absolutely blend.”
Given his expertise, we sat down with Mussey for some practical tips on how to embrace your business identity, how to get comfortable with self-promotion and how to live the “yes, and …” life. Here’s what he had to say.
Acknowledge your expertise and own it, Mussey encouraged. Be confident in your career and continue to fan that flame by learning as you go.
Mussey has a few hacks for building confidence: Before you’re about to get on a call or walk into a networking event, think about your body language. Are you standing tall? Pull your shoulders back, practice a smile and uncross your arms and legs. If you need an extra boost, stand in a superhero pose with a broad stance and your hands on your
hips. Try it and you’ll feel more confident, he promised.
As for online, he advised that you use what you know to publish articles on LinkedIn.
“You are putting yourself out there as a subject matter expert on topics you already know,” he said. “Never underestimate the power of the network you have been building on that platform.” As an extra bonus, if LinkedIn recognizes the value in the post, it may be promoted and garner increased engagement.
PRACTICE THE ART OF SELFPROMOTION 2
If a travel advisor is looking for help with self-promotion, Mussey starts with one simple question: “Have you told anyone about your career? If the answer is ‘no,’ can you really expect bookings to take off?” he asked. “You have to step into the sun.”
When it comes to sharing their work, Mussey recommended a sales tactic called “Getting to know our friend FRANK.” That’s an acronym for friends, relatives, acquaintances, neighbors and kids/clubs. This device helps advisors work with their close contact network of 50 to 100 people.
Sometimes, people bristle at this concept, fearing that they’ll be seen as trying to push their business onto others. Mussey understands that fear but suggests reframing it.
“People say, ‘I don’t want to be seen pushing stuff all the time.’ You’re not: You’re educating people,” he explained. “Education is value; just educate people without an expectation that they’re going to buy anything.”
After that educational process, “A handful will take you up on wanting to use your expertise because you triggered something in them, or they may know somebody else they can refer to you,” he said.
The second component in Self-Promotion 101? Building a referral network. Your 50 to 100 people know an additional 50 to 100. When a satisfied aunt, cousin, friend or coworker recommends your business to someone else, Mussey likened it to a ripple effect on a pond — magnifying your impact over and over.
“By the time you hit your third ring, you’re starting to hear from people that you have no idea who they are or where they come from without asking,” he said. “The best business is that warm referral. We all like to do business with people we know, like and trust.”
Left: Martin Mussey in the Bayou; right, snorkeling
CURATE AN ONLINE PRESENCE 3
When you’re working with personal friends or neighbors, the client already has some frame of reference or some personal history with you. But online, you’re often preaching to an audience of strangers. Even so, it all comes back to educating potential clients and sharing information to show value.
Mussey explained that it’s a long game. “Know that you’re truly getting into it not for quick sale, not for the quick thing,” he said, but to cultivate a group of followers who value the information you share. Especially online, he said, “where you can share education information and show value that will then lead to people seeing you as a subject-matter expert and reaching out to you when they’re ready.”
As for social media, Mussey recommended planning content in advance, knowing when you’re going to post it and being consistent. Always make sure your posts include a call to action, such as a website link or a phone number.
Whether you choose to focus on Instagram, TikTok, X (formerly known as Twitter), Threads, Facebook, LinkedIn or all of the above, use the platforms to remind people you’re still there as a trusted resource.
Choosing to use multiple platforms doesn’t necessarily mean needing to create different types of content. You can leverage the same messaging for each platform — just adapt it for each social media outlet. That might mean creating a video for TikTok and a series of text posts for Threads, but keeping the message consistent, nonetheless.
LIVE THE ‘PERFERSHIONAL’ LIFE 4
Some people balk at the idea of social media because they don’t want to share anything about their personal lives. Don’t worry, Mussey explained, using social media effectively for your business doesn’t have to mean sharing personal details.
One way to engage clients is to use video, which is key in today’s social media landscape. These online videos can help clients understand that an agent is authentic and real.
“If I say I’m a travel professional, not only am I selling travel, am I out there traveling? And can I showcase that to my clients?” he asked.
While some people already feel comfortable on camera or are actively learning how to be more present on screen, that’s certainly not a requirement. Instead, Mussey suggested that a camera-shy agent simply take videos of hotels and attractions while narrating behind the scenes.
“It’s deciding to live the ‘perfershional’ life — personal and professional,” he said, referencing a conference speech by HR pro Jennifer McClure.
NETWORK LIKE A PRO 5
Networking means more than just sharing your business card with someone. Instead, Mussey said, there are two forms of networking travel advisors should practice: internal and external.
For him, internal networking consists of building relationships with peers within the industry, such as fellow advisors and supplier partners. To meet people in this realm, attend industry events and host events.
“The camaraderie and having that connection to others who are going through the same thing as you are is very helpful,” Mussey said. “Connecting with people, getting ideas, having accountability partners — we’ve seen that blossom and grow from people who connect at events and become lifelong friends.”
External networking means meeting people in your community and leveraging the “my friend FRANK” analogy.
“Getting to know and understand the small business community outside of travel is huge,” he said. “I call that getting out of the cabin.”
He emphasized the “get out” sentiment in particular. Simply taking educational courses online and sequestering yourself at your desk won’t cut it. Instead, advisors must “go talk to other people outside of your front door.”
Networking opportunities can help advisors connect with other small business owners as well. “Get connected to other business owners who have businesses that are not in the travel industry,” he recommended. “Successful businesses are run the same way — no matter the industry.”
CELEBRATE YOUR WINS
FCONTINUE PERSONAL GROWTH AND DEVELOPMENT 6
It’s never too late to learn something new! Think about non-traditional classes or groups you can take to up your game. For example, Toastmasters can help with extemporaneous speaking, and applied improvisation can help with speaking skills and confidence, too.
“People can go learn some things about themselves and have fun in the process,” Mussey said.
inally, remember to share your successes — whether that’s posting a photo from your improv class, telling fellow local business owners about a project you completed or updating your website with news about an industry recognition you received. It’s important for your business that you share these successes. But it’s also important for your own psyche.
Be sure to treat yourself, too. Buy a book you’ve been wanting or make time for a spa day. “You deserve a break from what it took to get you there,” Mussey said.
INDUSTRY CHATTER ON A TOPIC THAT’S IMPORTANT TO YOU
TRAVEL PROFESSIONALS SHARE HOW THEY ARE WORKING TO MAKE THE TRAVEL INDUSTRY MORE INCLUSIVE.
“Accessible travel has grown by leaps and bounds. People with disabilities are eager to get out and explore the world, just like everyone else. In the last year, I have had the honor to speak around the country about accessibility, and everyone is eager to learn more. After being the keynote speaker for the National Tour Association in March, we’ve seen a huge surge in destinations wanting to better understand the needs of travelers with disabilities. As
the official ambassador for TravelAbility, I hosted Innovatable, a pitch competition for technology that helps those with disabilities travel, and I was one of the emcees for TravelAbility, which had its largest attendance since being founded. Later this year, I’m hosting an online accessible travel summit, and next year, TravelAbility will have an agent track as part of the conference.”
KRISTY DURSO, OWNER OF INCREDIBLE MEMORIES TRAVEL
“In 2018, I decided to change to a gluten-free diet for health reasons and suddenly became aware of all the challenges in traveling with dietary restrictions. Ordering meals and being worried about cross-contact became stressful for me, and I decided to help others who faced the same struggles. It has been a gratifying experience to help those with celiac disease or a gluten sensitivity plan their vacations. I am able to provide my clients with my first-hand experience of traveling while gluten-free, and it is exciting to see how some resorts and cruise lines are making changes to help those with dietary restrictions.”
ELLEN NESTORICK, OWNER OF GLUTEN-FREE VACATIONS
“P
laya Hotels & Resorts owns and/ or manages a total portfolio consisting of 25 resorts located in Mexico, Jamaica and the Dominican Republic. One of Playa’s commitments is to promote inclusiveness and celebrate diversity. Playa will continue to value and prioritize people. While attending industry events, we were hearing a consistent message that agents wanted to see a more diverse representation in marketing materials available to them. I’m proud that our team at Playa took that feedback and acted. We have since created
“AT ADVENTURE IN BLACK, WE’RE PIONEERING A TRANSFORMATIVE TRAVEL ETHOS, CENTERED AROUND INCLUSIVITY AND REPRESENTATION. OUR MISSION IS TO AMPLIFY THE STORIES AND HERITAGE OF BLACK AND BROWN PEOPLE, OFFERING JOURNEYS THAT EXPLORE THE RICH, DIVERSE TAPESTRIES OF CULTURES AROUND THE WORLD. BY ENSURING THESE NARRATIVES ARE HEARD AND CELEBRATED, WE’RE BREAKING DOWN BARRIERS AND FOSTERING A TRAVEL INDUSTRY THAT IS TRULY EQUITABLE AND INCLUSIVE. EVERY EXPEDITION WITH US IS A STEP TOWARD A WORLD WHERE TRAVEL RESONATES WITH ALL, REGARDLESS OF THEIR BACKGROUND.”
COURTNEY SIMONE, CEO AND FOUNDER OF ADVENTURE IN BLACK
a broad selection of marketing pieces representing diverse backgrounds and ethnicities. A recent success story was an agent sharing with us that she used our LGBTQ+ wedding flyers at a bridal show and secured a destination wedding with Playa based off having targeted collateral to review during the show.”
JERMAINE HUMPHREY, DIRECTOR OF SALES USA FOR PLAYA HOTELS & RESORTS
“In an industry bursting with choices, Travel Concierge Partners (TCP) stands out with its distinct mission: championing inclusivity. As an LGBTQ+-owned travel agency, TCP understands the community’s unique needs and actively crafts luxurious experiences tailored for them. From all-inclusive resorts to boutique escapes, TCP’s offerings resonate with a commitment to safe, high-end and diverse adventures. Actively affiliated with global LGBTQ+ tourism networks, TCP’s specialization doesn’t just celebrate diversity — it’s central to it. For travel professionals seeking to understand true inclusivity in the industry, TCP’s approach offers a masterclass in meaningful, tailored service.”
LATICIA JACOBS, CEO OF TRAVEL CONCIERGE PARTNERS
“Norwegian Cruise Line has always been committed to providing inclusivity and access to world-class vacation experiences — we are constantly
improving and applying the most updated accessibility standards to exceed our guests’ expectations. We actually have a dedicated team of Accessibility Coordinators who are specifically trained to assist our mutual clients with disabilities and special needs. This team is available to all guests before, during and even after their cruise. We recommend that you reach out to the Access Desk on behalf of your clients, or have them contact them directly, between 45-90 days in advance for accessibility assistance with things like mobility challenges, deaf and low hearing, blind and low vision, service animals, dietary requirements, medical needs and additional assistance in general.”
DEREK LLOYD, MCC, VICE PRESIDENT OF AGENCY SALES, NORTH AMERICA FOR NORWEGIAN CRUISE LINES
“Inclusion is about the full participation of all people. Our clients come from all walks of life, but we have a calling to help those who think they can never afford to travel. Our marching orders are to understand our clients where they are, where they’ve been and where they want to go, then in partnership design their ultimate luxury experience. As needed, we teach them how to afford and attain what they desire with savings strategies and forecasting. We want our clients to uncover or experience remarkable diversity, landscapes and culture. We vigorously research and offer
destinations, resorts, cruises, tours and activities that are LGBTQ+-, military- and veteran-friendly, accessible and rich with diversity and representation from their front-line staff to leadership, social media and marketing imagery. We believe travel is a right to be enjoyed by everyone and hope our intentional efforts continue to open the world’s doors.”
DR. DANETTE Y. WALL, A CRUISE PLANNERS® INDEPENDENT FRANCHISE OWNER
“Karisma Hotels & Resorts, in partnership with Autism DoubleChecked, introduced the world’s first-ever Autism Concierge to support guests traveling with a child with autism or adult guests with autism. In Mexico, staff at Nickelodeon Hotels & Resorts Riviera Maya, Margaritaville Beach Resort Riviera Cancún, Azul Beach Resort Riviera Cancún, Generations Riviera Maya, El Dorado Royale, El Dorado Casitas Royale, El Dorado Maroma, El Dorado Seaside Suites and Palafitos Overwater Bungalows, and in the Dominican Republic, staff at Nickelodeon Hotels & Resorts Punta Cana and Margaritaville Beach Resort Cap Cana, have completed the intensive stages of training that certifies them as Autism Double-Checked. We are immensely proud of this achievement and the staff’s commitment to the success of the program.”
MARILYN CAIRO, VICE PRESIDENT OF GLOBAL SALES FOR KARISMA HOTELS & RESORTS
ROMANIA
From Transylvania and beyond, there are endless reasons to go batty for this underrated destination.
From its legendary medieval castles and brightly colored facades to its rolling hillsides and snowcapped mountaintops, Romania has vast and varied offerings and is a destination worthy of exploration. Bordered by the Black Sea to the east and the Carpathian Mountains to the west, Romania is the largest country in southeastern Europe and home to a sizable portion of the Danube River Basin. And while “The Land
of Dracula” is synonymous with the world’s most infamous vampire, vacationers can expect nothing but a frightfully good time when they visit this scenic destination.
DIVERSE LANDSCAPES
Featuring five of 10 officially recognized biogeographical regions — Alpine, Black Sea, Continental, Pannonian and Steppic —, Romania hits the jackpot for outdoor
enthusiasts. As they traverse the country’s unique and varied lands, travelers can spend their days scouting for brown bears and lynxes in sprawling forests; dog sledding and skiing on challenging mountain runs and enjoying outdoor pursuits like hiking, biking and rock climbing on rocky terrain. And the fun doesn’t stop there; beneath the surface, ancient treasures await in places like Scărișoara Cave, a subterranean world
WORDS / JENNA BUEGE
Romania’s Bran Castle is famously tied to the story of Dracula.
home to the largest underground glacier on Earth. Of course, Romania’s east coast, with its access to sparkling blue waters and powder-soft sand, is an ideal spot for sun lovers who can kick back and unwind alongside the Black Sea.
INTRIGUING HISTORY
Home to the only castle to fit author Bram Stoker’s description of Count Dracula’s dwelling (high above a valley, overlooking a flowing river somewhere in Transylvania), Romania’s Bran Castle is perhaps the region’s most well-known historical haunt. However, while pointy-toothed souvenirs and depictions of the ghoulish figure are commonplace, the site never acted as host to a fearsome vampire — or Vlad the Impaler for that matter. Instead, Bran Castle was the official palace of the Romanian Royal Family, including the famous Queen Marie who played a pivotal role in the building’s restoration after it suffered attacks from the Ottoman Empire in 1441. However, while it steals much of the spotlight, Bran Castle isn’t Romania’s only notable site. History buffs will love visiting other significant landmarks like Peleș Castle, a former property of the Royal Family; Histria, the first Greek colony west of the Black Sea; Hunedoara Castle, a gorgeous Gothic-Renaissance castle; Prejmer Fortified Church, a UNESCO World
RICH CULTURE
Whether they’re looking to explore countryside villages and medieval towns or a modern metropolitan city, travelers can find it all in this exciting European destination. For a journey back in time, places like Sibiu, Sighisoara and Sinaia charm with their impressive architecture, brightly colored façades and historical offerings.
A perhaps unexpected Romanian attraction are the region’s monasteries, synagogues and cathedrals, which wow visitors with their intricate stonework and towering chapels. A few places of note include the Merry Cemetery, with its mosaic tombstones and joyful paintings; the Choral Temple, a Jewish synagogue with a striking exterior; the Painted Monasteries of Bucovina, a collection of ancient churches with a story to tell, and The Black Church, a moody structure dating back to 481.
Transfagarasan Road is a scenic mountain road, famous for its wildlife sightings.
The Merry Cemetery features bright mosaic tombstones and cheerful paintings.
Colorful homes line the streets of Sighisoara, Romania.
Heritage Site; Fagaras Fortress, an ancient fortress in Transylvania, and more.
NEW SHIPS ON THE WATER
Learn more about these three ships that hit the water in 2023.
WORDS / JENNA BUEGE
As we reflect back on 2023, there’s no doubt the year was an exciting one for our friends in the cruise industry. From big announcements like new destinations and added itineraries to making moves toward a more sustainable future and adopting new technology, it was an action-packed 365 days on the water.
And the fun doesn’t stop there. Perhaps the most thrilling news of all, especially among travel pros and their clients, is the fact that several new ships are putting a bookend on a successful inaugural sailing season. In case you missed it, here’s a brief recap of a few beloved brands.
NORWEGIAN VIVA
In August 2023, Norwegian Viva made a splash as the vessel set sail on its maiden voyage, a grand nine-day journey in the Mediterranean. Norwegian Viva is the newest addition to Norwegian Cruise Line’s (NCL) 19-ship fleet and is the company’s second Prima-class ship. The ocean liner began its inaugural adventure in Venice, Italy, and made stops in some of Europe’s most picturesque destinations like Salerno, Cannes and Ibiza before docking in Lisbon, Portugal.
Norwegian Viva mirrors the design of its sister ship, Norwegian Prima, and has several exciting features including the Viva Speedway, Indulge Food Hall, The Drop and Rush
slides and the Metropolitan Bar. Additionally, Norwegian Viva touts an expansive collection of public art, one of the most impressive of which is The Concourse, a multi-milliondollar outdoor sculpture garden that includes a 52-foot-wide interactive art piece created by Dominic Harris.
Those hoping to experience the magic of Norwegian Viva for themselves can do so this winter as the ship enjoys a season of Caribbean sailings based out of San Juan, Puerto Rico now through March 2024.
RESILIENT LADY
After her highly anticipated launch in May 2023, Resilient Lady, the newest Lady
Norwegian Viva sails the open sea.
Ship to join Virgin Voyages’ fleet, spent the summer at her homeport in Athens, Greece. Exclusively designed for travelers 18+, Resilient Lady joins her sister ships in providing a top-tier adults-only vacation experience. The new ship boasts the glitz, glamour and gourmet fare travelers have come to expect from Virgin Voyages with meticulously designed spaces and expertly crafted menus Sailors won’t be able to wait to sink their teeth into.
“Virgin Voyages delivers an amazing experience and has been recognized by hundreds of thousands of happy Sailors with the awards we’ve won for our service, food, design, entertainment and more,” said Sir Richard Branson in a May 2023 press release. “We have shown the world all that we have to offer when it comes to having the holiday of your dreams, and I can’t wait to show off our lovely new Resilient Lady.”
Resilient Lady kicked off her “MerMaiden” voyage on May 14, 2023, where she treated guests to Virgin Voyages’ coveted “Greek Island Glow” itinerary. The sailing began in Athens, Greece, and included stops in Santorini, Rhodes, Bodrum and Mykonos before returning to The City of the Violet Crown.
VIKING SATURN
After a festive naming ceremony in New York City on June 6, 2023, Viking Saturn, the newest ship in Viking’s ocean fleet of identical sister ships, was proclaimed ready to hit the seas. Ann Ziff, chairman of the Metropolitan
Opera, was named the ship’s godmother and showed her support for the new vessel. “For those who are curious about the world, there is no better way to explore and immerse yourself than from the comfort of a Viking ship,” said Ziff.
However, before Viking Saturn was officially named, the ship embarked on a series of inaugural sailings in the Mediterranean and Northern Europe. The ship also tested the waters with a 14-night cruise from Iceland to NYC. Come summer, Viking Saturn spent its days sailing three
different itineraries: Iceland and Norway’s Arctic; Iceland, Greenland and Canada; and British Islands and Iberia. Finally, in the fall of 2023, the ship made its way to the Mediterranean with two voyages for cruisegoers to choose from: Mediterranean Odyssey and Mediterranean & Holy Land.
Viking Saturn has a gross tonnage of 47,800 tons and has 465 staterooms that accommodate up to 930 guests. The new ship features all veranda staterooms as well as classic Scandinavian design and delicious al fresco dining options.
Viking Saturn is one of 10 identical Viking Ocean Ships. Here a Viking Ocean Ship is shown near Dubrovnik, Croatia.
The Resilient Lady docked in Athens, Greece.
OUR BELOVED FLIPPERED FRIEND ANSWERS YOUR VAX QUESTIONS.
YOU ASKED: I have seen other agents that book in VAX with their agency logo on quotes and e-documents. How can I add my agency logo?
MAXWELL SAYS: Brand recognition is everything! We realize it is very important to keep your agency name/logo in front of your clients at all times, which is why we realized the need to offer this enhancement to your individual or agency profile. The details of this complimentary feature can be found by using the search tool on the VAX homepage and typing in “agency logo.”
Please note that the Site Manager for your agency needs to approve and submit these requests on your behalf to ensure you are a registered user under their agency number. Once submitted, our team will process and upload, and within five business days, your personalized quotes and documents will be ready to go.
YOU ASKED: I accidentally booked a Basic Economy fare for my clients, and they were not happy about not being able to get seat assignments. I do not want to make this mistake again. Is there an option for me to hide these fares so I don’t see them?
MAXWELL SAYS: Where Basic Economy fares are great for a client that wants the absolute lowest price and is made aware of all of the restrictions, we realize there are advisors who will never sell these fares and therefore don’t want to see them as an option.
VAX offers many filters to make your quoting experience as seamless as possible, and this is a filter you can control. Navigate to the filter by clicking the gear icon at the top right-hand corner of VAX and selecting “Member Services.” From here, under “Administrative Tools,” you will see options to change your personal information and your password in addition to a section labeled “User Preferences,” which is where you will find personalized settings for your profile. In addition to choosing the “Hide Basic Economy Fares” option, you can also set a default origin or destination airport code. If you sell out of a specific origin for most of your clients, setting this default will alleviate you having to type it in every search.
YOU ASKED: I book mostly cruises and usually do their pre- and post-stay, car rental and airfare all individually. Another advisor suggested that I do this as a package with
one of the suppliers in VAX to make more commission and have it all on one booking. What is the easiest way to do this?
MAXWELL SAYS: Well, your advisor friend is correct! We have many cruise advisors using our suppliers in VAX to create a full itinerary including all the components you mentioned. You can watch a quick and easy tutorial on this under the “Education” tab in VAX’s navigation. Just choose “VAX Training and Education” from the dropdown, and it is listed under the “Book on VAX” section, called “Pre and Post Cruise.”
If your clients just need a pre or post hotel, you can make a reservation as simple as that or as robust as including the full air, hotel, car and excursions. Don’t forget you can offer your clients one of the travel protection plans available from our suppliers to cover all of the components, as you’ll earn commission on that as well. Best yet, you can send your clients just one document for all of this which they will thank you for.
Have a question for Maxwell? Send it to us at training@ vaxvacationaccess.com and we’ll send it his way. Then check out the next issue of The Compass magazine to see if he answered it.
AS SEEN ON TV
Across
3. Not quite a galaxy far, far away, the filming location depicting Luke Skywalker’s childhood home was in this North African country.
4. Netflix’s historical romp “Bridgerton” is set in this European country.
5. Now on its 45th season, CBS’ long-running reality series “Survivor” has been marooning contestants on this South Pacific island destination for over a decade.
7. Ferris Bueller and his friends stumbled across a parade in this famous Midwest city.
11. This U.S. state was overrun by “walkers” when it acted as the filming location for AMC’s “The Walking Dead.”
12. A town in Montana that plays host to the Dutton’s ranch in “Yellowstone.”
13. The real-life Pennsylvania town where “The Office” takes place.
14. Centered around a coven of witches, season three of “American Horror Story” takes place in this famously spooky domestic city.
15. A survival show where contestants fight to outlast one another for a cash prize, seasons one, two and four of “Alone” were filmed on this Canadian island.
17. A nickname for Hollywood that acts as the title to a hit film starring Emma Stone and Ryan Gosling.
18. A country in the southwestern Pacific Ocean where Frodo Baggins embarked on a quest to destroy the One Ring in the “Lord of the Rings” trilogy.
Down
1. James Bond made his debut film appearance when Sean Connery starred as 007 in “Dr. No” in this popular destination in the West Indies.
2. The beloved film series “Jurassic Park” shot several scenes at this iconic attraction in Kaneohe, Hawaii.
3. The place where a famous group of guidos and guidettes coined the phrase “GTL” (gym, tan and laundry) in the late 2000s.
6. The popular fantasy series “Game of Thrones” chose this European country as the filming location for many scenes depicting the fictional region “The North.”
8. A spinoff of ABC’s “The Bachelor,” past contestants mix and mingle on “Bachelor in Paradise” in this tropical Mexican locale.
9. Captain Jack Sparrow found himself neck-deep in mischief and mayhem in this tropical region.
10. Featuring a restaurant of the same name, Gordon Ramsey’s “Hell’s Kitchen” films its episodes in this legendary U.S. city.
13. “Live from New York it’s ...”
16. This Italian city acted as the backdrop for season two of HBO’s hit series “The White Lotus.”
Find the answers at vaxvacationaccess.com/thecompasscrossword.
“A lot of different flowers make a bouquet.”
—Islamic Proverb
ARE YOU A PUERTO RICO TRAVEL EXPERT?
The Puerto Rico Travel Expert program teaches you why Puerto Rico is the vacation destination your clients have been dreaming about, and why your clients must visit Puerto Rico to truly appreciate the unique culture, history, and myriad attractions of this diverse destination.
There are two courses: General and Master course. Upon completion of both courses, you are eligible to earn up to four (4) Continuing Education units from The Travel Institute and join the Discover Puerto Rico Reward program. This new program gives you access to our points-based travel agent loyalty program as your bookings equal points that can be redeemed as cash, perks, and FAM trip opportunities!
More information at www.DiscoverPuertoRicoAgents.com/Rewards .
Travel Inspo Tool Kit
Power your agency’s social media and content marketing with ready-made social media images, memes and articles The time to travel is now and the time to connect with travelers is now Turn to VAX’s Travel Inspo Tool Kit to get the content you need to make those connections
https://www.vaxvacationaccess.com/toolkit
