Director, Operations and Marketing – Sarah Kneisler
Advertising Product Specialist – Kati Kohler
Lead Designer – Ashley Perego
Advertising Producer – Andrew Noffke
Business Development Manager – Beth Kitzman
CHIEF EXECUTIVE OFFICER
Steve Zepezauer
CHIEF REVENUE OFFICER
Scott Sanchez
DIRECTOR OF OPERATIONS
Tiffany Thompson
PUBLISHED BY
GROUP EDITOR
Katherine Duncan
CREATIVE & MARKETING DIRECTOR
Paul Graff
PRODUCTION MANAGER
Tina Leydecker
Several years ago,
my teenage son talked me into going on one of Universal Studios’ incredible roller coasters at its Orlando, Florida, park. Not being a big roller-coaster fan, I thought, “How bad could it be? It will only be like a minute long. Look at all those people on the ride.”
So I said that I was in and we stepped up and got on board. I didn’t know what I was in for. This wasn’t the usual, tame roller coaster I had ridden years ago. It included the typical swoops and turns you’d expect, but you became inverted five times (I may have lost count…) and at one point I remember thinking, “Will this ever end?!” At the end of the ride, I was wobbly-legged and dizzy, needing to take a break and just catch my breath.
After the past year and all of the twists, turns and inversions caused by the events of the pandemic, I feel somewhat similar. Wow, was that a tough past year! We all may be a little wobbly and it was definitely longer than I expected, and we all need some time to regain stability. But we made it through it. There are brighter days ahead, and the world and our industry are poised to rebound.
Through this period of time, Trisept Solutions and VAX VacationAccess have stayed focused on providing you the best marketplace for travel advisors and leisure travel suppliers. In the past year we’ve made numerous enhancements to improve booking and servicing efficiencies. We continue to add new content and editorial to The Compass to support your business recovery. Suppliers continue to see VAX as the best way for them to connect with you and support your business, because we all know the power and influence you hold for the industry.
I’m sure that you get the same feedback from family and friends, that consumers are just itching to have
John Ische PRESIDENT, TRISEPT SOLUTIONS
John’s industry tenure spans more than three decades.
the wonderful travel experiences that you provide. My crystal ball says that you will be very busy for the remainder of 2021 and I expect that this year is much more like a zip-line through the jungle than a ride on a roller coaster. Instead of unexpected twists and turns, the rebound of the industry will be exciting and rewarding; an exhilarating experience where you’ll end up on solid ground at the end.
As we’ve learned in the last year, we’re all in this together, and this could not be truer for travel advisors and VAX VacationAccess. Thank you for your commitment to VAX and the industry, and I am wishing you all the best!
GET IN THE SPIRIT FOR A NEW SEASON.
Introducing our Sailings to the South Pacific Islands on the all-new Norwegian Spirit.
Bora Bora, French Polynesia
DREAM VACATIONS ARE ON THE HORIZON.
Book an unforgettable cruise to the South Pacific Islands with Norwegian.
7-DAY SOUTH PACIFIC ROUND-TRIP PAPEETE: BORA BORA, MOOREA & RAIATEA
DAY PORT ARRIVE DEPART
Mon Papeete, Tahiti, French Polynesia 6:00 pm
Tue Huahine, French Polynesia 8:00 am 6:00 pm
We d Raiatea, French Polynesia 8:00 am 6:00 pm
Thu Bora Bora, French Polynesia 8:00 am
Fri Bora Bora, French Polynesia 8:00 pm
Sat Moorea, French Polynesia 8:00 am
Sun Moorea, French Polynesia 5:00 pm
Sun Papeete, Tahiti, French Polynesia 8:00 pm
Mon Papeete, Tahiti, French Polynesia 8:00 am
DEPARTURE DATES
NORWEGIAN SPIRIT
2022
Oct 31 Nov 7
14-DAY FROM BALI TO SYDNEY: AUSTRALIA & INDONESIA
DAY PORT ARRIVE DEPART
Sat Bali (Benoa), Indonesia 4:00 pm
Sun Bali (Celukan Bawang), Indonesia 8:00 am 6:00 pm
Mon Lembar Lombok, Indonesia 7:00 am 3:00 pm
Tue Komodo, Indonesia 8:00 am 4:00 pm
Wed At Sea
Thu Darwin, Australia 9:00 am 5:00 pm
Fri At Sea
Sat At Sea
Sun Cooktown, Australia 8:00 am 8:00 pm
Mon Cairns (Yorkeys Knob), Australia 7:00 am 4:00 pm
Tue Airlie Beach, Australia 10:00 am 6:00 pm
Wed At Sea
Thu Brisbane, Australia 8:00 am 6:00 pm
Fri At Sea
Sat Sydney, Australia 6:00 am
DEPARTURE DATES
NORWEGIAN SPIRIT
2022
Apr 9
12-DAY SOUTH PACIFIC FROM PAPEETE TO HONOLULU: BORA BORA, KAUAI & MAUI
DAY PORT ARRIVE DEPART
Day 0 Papeete, Tahiti, French Polynesia 6:00 pm
Day 1 Moorea, French Polynesia 8:00 am 8:00 pm
Day 2 Bora Bora, French Polynesia 8:00 am 8:00 pm
Day 3 Raiatea, French Polynesia 7:00 am 3:00 pm
Day 4 At Sea
Day 5 At Sea
Day 6 At Sea
Day 7 At Sea
Day 8 Hilo, Hawai`i 8:00 am 4:00 pm
Day 9 Nawiliwili, Kaua`i 9:00 am
Day 10 Nawiliwili, Kaua`i 2:00 pm
Day 11 Kahului, Maui 7:00 am 8:00 pm
Day 12 Honolulu, Oahu 6:00 am
DEPARTURE DATES
NORWEGIAN SPIRIT
2022
May 7, 31 Nov 14
14-DAY SOUTH PACIFIC FROM SYDNEY TO PAPEETE: FIJI, BORA BORA & MOOREA
DAY PORT ARRIVE DEPART
Sat Sydney, Australia 4:00 pm
Sun At Sea
Mon At Sea Tue Isle of Pines, New Caledonia 8:00 am 5:00 pm
Wed Mystery Island, Vauatu 8:00 am 5:00 pm
Thu At Sea Fri Lautoka, Fiji 7:00 am 8:00 pm
Sat Cross International Dateline, At Sea
Sat Dravuni, Fuji 8:00 am 5:00 pm
Sun Pago Pago, American Samoa 8:00 am 5:00 pm
Mon At Sea Tue At Sea
Wed Bora Bora, French Polynesia 7:00 am 8:00 pm
Thu Raiatea, French Polynesia 7:00 am 8:00 pm
Fri Moorea, French Polynesia 7:00 am 5:00 pm
Fri Papeete, Tahiti, French Polynesia 8:00 pm
Sat Papeete, Tahiti, French Polynesia 8:00 am
DEPARTURE DATE
NORWEGIAN SPIRIT
2022
Apr 23
12-DAY SOUTH PACIFIC FROM HONOLULU TO PAPEETE: BORA BORA, KAUAI & MAUI
DAY PORT ARRIVE DEPART
Day 0 Honolulu, Oahu 7:00 pm
Day 1 Kahului, Maui 7:00 am 7:00 pm
Day 2 Nawiliwili, Kaua`i 8:00 am
Day 3 Nawiliwili, Kaua`i 2:00 pm
Day 4 Hilo, Hawai`i 7:00 am 4:00 pm
Day 5 At Sea
Day 6 At Sea
Day 7 At Sea
Day 8 At Sea
Day 9 Raiatea, French Polynesia 10:00 am 8:00 pm
Day 10 Bora Bora, French Polynesia 8:00 am 8:00 pm
Day 11 Moorea, French Polynesia 7:00 am 5:00 pm
Day 12 Papeete, Tahiti, French Polynesia 8:00 pm
Day 13 Papeete, Tahiti, French Polynesia 8:00 am
DEPARTURE DATES
NORWEGIAN SPIRIT
2022 May 19 Oct 19 Nov 26
14-DAY SOUTH PACIFIC FROM PAPEETE TO SYDNEY: FIJI, BORA BORA & MOOREA
DAY PORT ARRIVE DEPART
Thu Papeete, Tahiti, French Polynesia 11:59 pm Fri Moorea, French Polynesia 7:00 am 8:00 pm Sat Bora Bora, French Polynesia 7:00 am 8:00 pm Sun At Sea Mon At Sea Tue Pago Pago, American Samoa 8:00 am 5:00 pm Wed At Sea Thu Cross International Dateline, At Sea Fri Lautoka, Fiji 11:00 am 8:00 pm Sat Dravuni, Fuji 8:00 am 5:00 pm Sun At Sea Mon Isle of Pines, New Caledonia 9:00 am 6:00 pm Tue At Sea Wed At Sea Thu Sydney, Australia 6:00 am
DEPARTURE DATE
NORWEGIAN SPIRIT 2022 Dec 8
We all had big plans for 2020.
VAX and The Compass — both the online and on-paper versions — were slated for our best year yet. I had plans to kick off the year with an exciting vacation to Miami and Puerto Rico. It was all happening — and then it all stopped.
The year was scary, sad, disappointing and never-ending. But I don’t want to dwell on it.
I want to think of what’s next for our industry and how we will get there together.
This is only our second issue of The Compass Magazine and we’re focusing on domestic travel. That was our plan before the pandemic and we’re sticking with it. Our first issue focused on Mexico, which was perfect, and focusing on domestic travel right now feels perfect, too. With cabin fever and pent-up desire to get out of the house, bucket-list travel is trending — meaning travelers want to go big — so we have trip inspo for vacationing in luxury when staying stateside. Traveling in the U.S. is more accessible than ever and we have a list of Certified Autism Centers across the country that make a vacation welcoming to everyone. Then we check in on Vegas and explore how to get the feel of the Caribbean without leaving the good ol’ U.S. of A.
For the business side of your brain, we live in a new digital world, so we’re sharing ways for you and your travel business to feel at home in it. You’ll also meet a young entrepreneur who’s changing the definition of “travel agency” and the newest host agency on the block.
The piece we’re most excited about shines a welldeserved light on women defining the industry and what the future looks like for us. It features one of VAX’s own and we couldn’t be more proud to give her the kudos she’s earned.
Andrea Sedlacek MANAGING EDITOR
Andrea believes the best way to gain perspective is to travel.
The motto of my home state of Wisconsin is “Forward,” and it was born out of the state’s continuous drive to be a leader. Starting now, I’m adopting that as my own personal mantra that I’ll follow in everything I do for The Compass, VAX VacationAccess and especially you, our dedicated and passionate readers. No one knows perseverance like travel advisors. And no one can help move the industry forward better than you. Onward, upward and forward.
“No one knows perseverance like travel advisors. And no one can help move the industry forward better than you.”
CONTRIBUTORS
DAN BOVA
Dan Bova is the editorial director of digital content at Entrepreneur.com. He previously worked at “Jimmy Kimmel Live,” Maxim and Spy magazine. Check out his humor writing at Planet Bova.
TAYLOR COULSON
Taylor Coulson traded in cava and paella in Barcelona, Spain, to finish her degree in cross-cultural communication and journalism. She has experience writing and editing content for travel professionals, wine enthusiasts and 20-somethings interested in studying or interning abroad.
JENNA BUEGE
Contributing writer for The Compass and world explorer, Jenna Buege loves writing about all things travel. With a degree in journalism, advertising and media studies, she takes pride in her commitment to bringing her readers relatable, fun and accurate content.
LAUREL DELP
Laurel Delp is a writer and editor who’s been published in numerous magazines, including Town & Country, Departures, and Western Art + Architecture. Most recently, she was a contributing editor at A Rare World, reviewing hotels and resorts worldwide. She has also written for a number of travel-related websites.
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. An avid traveler, she trots the globe with her husband and 5-year-old twins.
ELISA PARHAD
Elisa Parhad is a Los Angeles-based writer and photographer covering travel, trends, lifestyle and culture. Her work can be found in the Los Angeles Times, Travel + Leisure and Delta Sky magazine, among others. She has also authored cultural guides on Southern California and New Mexico and a children’s book on Los Angeles.
SARAH TRELEAVEN
Sarah Treleaven is a writer based in Nova Scotia. Her work has appeared in Harper’s Magazine, enRoute, The Guardian, the BBC and many other publications.
REPUBLIC OF EXTRAORDINARY
THE MOST SOPHISTICATED ADULTS ONLY RESORT HAS ARRIVED PUNTA CANA. INDULGE YOUR SENSES WITH DOMINICAN MAGIC.
Live Aqua Beach Resort Punta Cana
NOW OPEN BOOK NOW
True NORTH
WORDS / JENNA BUEGE AND TAYLOR COULSON
Stay the course on these big issues. A shiny new addition to the Vegas Strip
This summer, Las Vegas Boulevard is getting its first new casino resort in 11 years. Resorts World Las Vegas is opening at the site of the old Stardust Resort and Casino after the $4.3 billion project is completed. Two resort towers will house 3,500 guest rooms and the 10,000-square-foot next-generation casino will make the hotel an attraction within itself. But there’s more, like a world-class spa, a 5,000-seat theater, seven unique pools and one of the largest LED screen displays in the world. Hilton Hotels & Resorts, LXR Hotels & Resorts and Conrad Hotels & Resorts come together to offer luxury accommodations from standard king rooms to suites and villas. See what else is shaking in Las Vegas on page 46.
Conrad Las Vegas, which will be part of Resorts World Las Vegas (background)
NEW NATIONAL PARKS TO ADD TO YOUR BUCKET LIST
One of the oldest rivers in the U.S., New River Gorge National River, encompasses over 70,000 acres of land along 53 miles of its shorelines. It’s a rugged, whitewater river that flows northward through deep and astounding canyons in southern West Virginia. In fact, it continues carving the deepest and longest river gorge in the Appalachian Mountains. Want more national park inspiration? Head to page 84 for secret national parks in the U.S. to explore.
Space tourism isn’t out of this world anymore
Travelers are getting ready to tackle the next frontier: space. As billionaires like Jeff Bezos and Elon Musk conduct test flights and draw up construction blueprints, astronaut hopefuls may be able to make their space exploration dreams a reality as soon as 2023.
Taxed to tour?
New tourism taxes were implemented across the world to reduce the impact of overtourism and to put money toward local economies and infrastructures. Amsterdam added an additional $3.37 to its 7% on hotels, Airbnbs and campsites cut of $1.12 per night; Venice, Italy, added $11.22 during “peak hours”; and if you had any clients visit Japan last year, they paid a little over $9 upon departure
True NORTH
WORDS / JENNA BUEGE AND TAYLOR COULSON
Stay the course on these big issues.
MULTIPLE-ORIGIN BOOKINGS ON VAX
There’s a new functionality in town. Apple Leisure Group Vacations heard your request and unveiled multiple-origin bookings on the VAX platform. This new tool makes it easy to book itineraries for travelers who are departing from different origins but traveling to the same destination. That means less time spent booking and fewer itineraries to manage.
Oasis Palm’s cool older sibling got a refresh
Grand Oasis Palm in Cancun, Mexico, announced a fresh new lineup of all-inclusive family features like a “Jurassic Park”-themed river, Pirate Ship Adventure cruises and an outdoor garden area at Sensoria Spa. All this in addition to the hotel’s popular Kiddo Zone make Grand Oasis Palm a great pick for families.
The most exclusive Dreams yet
AMResorts is continuing the expansion of its Mexican portfolio with the announcement of the brand-new Dreams Vista Cancun Golf & Spa Resort, a contemporary family getaway located in Puerta del Mar’s exclusive gated community. The 416-room resort (with 185 family connecting suites) opened April 1, 2020, and it looks amazing.
CONVERSATIONS...
WORDS / JENNA BUEGE
We asked: How can advisors best explain their value to domestic travelers?
Perrin Conrad
FROM TOURS TO CRUISES, PERRIN HELPS TRAVELERS TURN THEIR DAYDREAMS INTO MEMORIES.
WEBSITE azaleatravelgroups.com
FACEBOOK facebook.com/ azaleatravelandgroups
“Many of my domestic bookings are Disney World, so I usually stress to my clients that I can save them time and help them maximize their experience by helping them navigate all of the choices. The same can be applied with any popular destination post-2020, as travelers try to determine what is fully open and what health protocols are in place.”
Stephanie Dickson
CRUISES, ALL-INCLUSIVE VACATIONS, FAMILY TRAVEL AND MORE, STEPHANIE HAS HER CLIENTS COVERED.
WEBSITE imaginetravel.net
“We, as travelers, place a high value in making sure our travels are all about the memories and experience, not missed moments and mishaps. The last year has shown all of us that domestic travel is an ever-changing environment, and it will continue to be with new TSA regulations on the REAL ID for domestic travel. As a travel advisor, we are [travelers’] biggest advocate for safe, seamless and confident travel. That is an immeasurable value that cannot be replicated and will never be lost when you use a travel advisor.”
Chris Seddelmeyer
A MEMBER OF THE INDUSTRY SINCE 1973, CHRIS SPECIALIZES IN DOMESTIC AND GLOBAL TRAVEL.
WEBSITE travelconcepts2121.com
FACEBOOK facebook.com/ seddelmeyertravelconcepts
“Time, expertise, knowledge, professionalism and compassion. Membership with the best global travel advisors association ASTA, an association of professional travel advisors who works for us on so many levels such as advocacy and education. Membership in one of the top host agency support systems; mine is KHM, who tirelessly supports me so I can support my clients on the highest level possible. I am here to support them from the first conversation until after they return from their travels.”
Shelly Ramirez
SHELLY HAS BEEN IN THE INDUSTRY SINCE 2011 AND HAS A PASSION FOR EUROPEAN TRAVEL.
WEBSITE travelwithmichelle.com
INSTAGRAM @mdutravel
”Travel agents can save clients time and money while choosing routes and destinations, but that is just the start, we also talk to each client asking open-ended questions to get a feel for what they are needing from their travel. We are constantly educating ourselves on destinations, events, resorts, even climates to help our guests make better choices when they do pick out that perfect place to stay!”
BY THE WAY (a PSA)
WORDS / SARAH TRELEAVEN
The Travel Advisor’s Guide to REAL ID
Everything you and your clients need to know about the U.S.’s new security standards.
2020 WAS GOING TO BE A CRITICAL YEAR FOR REGULATIONS ASSOCIATED WITH REAL ID, THE U.S. GOVERNMENT’S EFFORT TO IMPROVE THE SECURITY OF STATE-ISSUED IDENTIFICATION – SPECIFICALLY, DRIVER’S LICENSES AND IDENTIFICATION CARDS FOR THOSE 18 YEARS AND OLDER. REAL ID HAS MAJOR IMPLICATIONS FOR TRAVEL, AS SOME LICENSES WILL NOT MEET NEW TSA GUIDELINES. ORIGINALLY SLATED FOR OCT. 1, 2020, THE DEADLINE HAS NOW BEEN PUSHED TO OCT. 1, 2021. SO HOW WILL THIS CHANGE AFFECT YOUR CLIENTS?
Here’s the background. The REAL ID Act, which was initially passed in 2005, aims to establish uniform security standards for licenses and identification cards — essentially, a desire to standardize a system across the entire country rather than maintain a patchwork of different standards. These forms of identification are relevant to a number of different applications, including accessing federal facilities and, crucially, boarding federally regulated commercial aircraft for the purposes of domestic travel. Please note that REAL ID cannot be used for international travel, including land crossings into Canada or Mexico.
It’s important to understand that the impact of these regulations will vary from state to state.
Which states are compliant?
According to the most recent data provided by the U.S. Department of Homeland
Security, all states are now compliant, along with Northern Mariana Islands. American Samoa is considered Under Review, meaning that licensing is presently being examined to ensure compliance standards have been met.
It’s important to understand that a state designation of compliance does not mean that all IDs from that state are compliant; it simply means that standards have been updated and IDs that were granted after that date may be compliant. Compliant states are permitted to issue both compliant and noncompliant identification, so it’s crucial to confirm compliance even if an ID was recently issued. And because the compliance dates of each state varies widely — Georgia became compliant in 2012, for example, while California became compliant in 2018 — it is important to double-check that a client’s individual ID meets the required standard.
Beginning Oct. 1, 2021, every U.S. resident will need to present a REAL ID for boarding commercial aircraft.
What’s the deadline for individual compliance? Beginning Oct. 1, 2021, every U.S. resident will need to present a REAL ID for boarding commercial aircraft when flying domestically — with the exception of travelers using a passport or passport card (an enhanced driver’s license presently issued by only Michigan, Minnesota, New York, Vermont and Washington).
How can I tell if my client’s license is compliant? The U.S. government has issued a series of symbols that will indicate if a license or identification card is a REAL ID: a gold star, a black star, a white star in a gold circle, a white star in a black circle, or a gold bear with a white star on its back.
Educating yourself about REAL ID is your best bet to help communicate these new regulations to your clients.
How can I ensure that my clients are compliant? Once you’re properly informed, you can then walk your clients through the deadlines and any necessary steps they might need to take. Consider this service yet another advantage (of many) that comes with booking a trip through a knowledgeable travel advisor.
Encourage your clients to visit their state’s driver’s licensing agency website to determine how they can apply for a REAL ID. Typically, they might be expected to provide the following things: their full legal name; their date of birth; their Social Security number; two proofs of state residence; and lawful status.
With less than a year until the Oct. 1, 2021, deadline for U.S.-wide compliance, you’re running out of time to help your clients prepare. So it’s better to tackle this issue sooner rather than later, as millions of Americans are expected to update their IDs before that deadline.
JAG_CZ/SHUTTERSTOCK.COM
HOW I CARRY ON
WORDS / DAN BOVA
BEING TRULY OPEN FOR BUSINESS.
Dan Bova Editorial Director of Entrepreneur.com
Hi! My name is Dan. I’m a writer/editor guy who has worked in media for ... let’s just say a lot of years. And over those many eons, I have learned that when striving for success in life and in business, it pays to be open to unexpected possibilities. Or, to put it more succinctly, to believe in the power of dumb luck.
My career has been a case study in this.
I went to film school. Being short and Italian American, I thought I was a shoo-in to become the next Martin Scorsese. But then randomly during a lunch break on a student film shoot, someone told me about an internship they had at Spy magazine where they got to write funny stories. I never ever ever ever for one single second ever thought about writing for magazines, but that sounded fun, so I applied. I somehow got the internship (unpaid) which turned into a job (paid!) and a lifelong career.
When I was laid off from Spy, I was offered to write a love quiz for a magazine for teen girls.
Despite not being a teen girl and having zero “game” during my high school dating years, I said, “Sure!” That love quiz led to me getting assigned more stories, which led to a job, which led to me meeting my wife, Lisa, at the job, which led to the two children currently eating everything in our home.
Besides being Martin Scorsese, I also wanted to be a writer for David Letterman.
After years and years and years trying and failing to wiggle my way into “Late Night,” I got the opportunity to work at a new show that was launching called “Jimmy Kimmel Live.” Only, not as a writer. As an “associate producer.” It was in Los Angeles, so Lisa and I would have to sell our apartment in Brooklyn and move across the country in a few weeks. Lisa, I should note, was three months pregnant at the time. I’ll never forget at our going away party, a friend asked me, “So what does an associate producer do?” My honest answer: “I don’t know.” But we packed up and moved out there anyway, which led to, among other things, getting to announce the birth of our son Henry on live TV.
Now don’t get me wrong, I didn’t walk into these opportunities all confident with I-got-this swagger. I was scared out of my mind, truly terrified. And also, I should definitely note that I have had my fair share of missteps — not every “sure!” has resulted in things like meeting the love of my life, having kids and such. There have been some “sures” that led to soul-sucking, wake up with stomach in knots misery that I wouldn’t wish on anyone (except maybe my bosses of those jobs). And also, even at those jobs I loved, I haven’t always performed at “elite” levels. Like the time I got hopelessly lost driving to an interview with The Rock.
My point is that while you never know what is going to happen, you can guarantee that nothing is going to happen if you don’t leave yourself open to unexpected opportunities.
You might make mistakes, you might find yourself in cruddy situations, but just when you are feeling completely lost, you’ll see that The Rock has pulled over on the side of the road waiting for you to catch up for the interview. He shook his head laughing, “How did I get you for an interviewer?” Dumb luck.
COURTESY OF DAN
BOVA
TAKING OFF: Pack Up + Go
WORDS / LAUREL DELP | PHOTOS / COURTESY OF PACK UP + GO
Surprise! For customers of this millennial-owned agency, destinations are a mystery.
You have to ask: What gives a 23-year-old woman with absolutely no experience in the travel business the idea that she can start a travel agency? Lillian Rafson had a unique idea and the passion to pull it off. Her company is Pack Up + Go, a breakthrough agency that provides customers with surprise trips across the United States. A survey asks clients for details ranging from their climate preferences to their cultural interests. Do they want to lie on a beach, visit museums, ski, hike, or is the perfect vacation spent grazing through restaurants or on a pub crawl? Clients are also asked where they’ve traveled, so that Pack Up + Go isn’t sending them to the same old escape. Trips come in different price categories, so of course that factors into the considerations. Once Rafson and her team have the information in hand, they plan the trip. The twist is, the customers have no idea where they’re going until they’re actually on their way. A week before departure, an email provides essential details, such as the weather report at the destination, packing suggestions, and where and at what time the journey begins. Then a
Lillian Rafson
few days before the trip is to start, an envelope arrives. The temptation to cheat would only spoil the element that attracted the clients in the first place; the spontaneity and delight of the unexpected.
Until recently, Pack Up + Go has concentrated on three-day trips to destinations around the United States, but they’re planning to launch longer trips and launched new travel options like staycations, surprise road trips and outdoor-style vacations (think glamping and cabins).
After an inauspicious opening, the company has rocketed to over 12,000 trips, many for repeat clients.
“I launched the business on Jan. 1, 2016,” Rafson says, “and really all that meant was making my Squarespace go live, and I emailed all my friends and family. And then nothing happened. There was radio silence and I was sitting by myself at my desk at a coworking space thinking about what to do next.”
As a millennial, Rafson was extremely comfortable in the startup culture and loved its can-do spirit. But when she found herself working for a startup selling goods that didn’t exactly excite her, she quit her job and resumed the traveling that had so inspired her during a year abroad in Paris while she was at NYU.
She found herself in Riga, Latvia, where she met two women who’d been sent to Riga by a Dutch surprise travel agency. Rafson had never heard of the concept, but she knew she loved it. “It was a lightbulb moment for me, as cheesy as that sounds,” she laughs.
It also occurred to her that she’d made it all the way to Latvia, but had never been to Denver. As a student abroad, she’d thought nothing of taking spontaneous weekend trips across Europe. “It’s just not part of our routine in the States,” she says. “And how could I encourage that? So I think that sort of embodies everything I love about Pack Up + Go.”
Rafson returned to her hometown, Pittsburgh, not really intending to stay, but she found herself in love with the city. “Nobody thinks of Pittsburgh as a leisure destination, but it has awesome museums and restaurants and a cultural scene,” she says, citing it as another example of everything she’d envisioned for her company.
A lot of luck entered into the success of Pack Up + Go.
First, Rafson found mentors in travel-related businesses who were generous with their knowledge and connections.
She found people in the startup world who were just as excited to help. That, and she Googled and Googled.
Second, Rafson had something unique to offer and nothing to lose. She took on an evening bartending job. “I felt that even if it didn’t work, I could still support myself, and the worst-case scenario was really that I had a cool experience and I learned some stuff about starting a business and I could apply those lessons elsewhere.”
Third, Rafson entered a local business pitching competition and won. When she posted her win on social media, a friend of a friend saw it and contacted her. This was a writer for Business Insider, and once the article appeared, the reservations started pouring in. In the first six months, Rafson planned 250 trips.
She didn’t pay herself or take on her first employee until six months in, and that was someone to take over marketing and business development. She’d discovered her passion lay in working with clients.
Rafson continued bartending in the evening throughout the company’s first two years. She may have been comfortable in the startup culture, but not with their tendency to grow too fast.
“Especially in the travel industry,” she says, “there are so many factors outside of your control and customer service is really hands-on and very specific to each individual traveler. So I’ve always been wary of growing too quickly and compromising our travel experience.”
There are now 10 employees, counting
Rafson, each hired only when absolutely necessary. Rafson still has not accepted any outside investments.
The first year she took on no industry partners. “I wanted to be sure that when we were ready to reach out to them, we brought something to the table,” she explains. “So the first year we were collecting feedback from our travelers about the hotels and activities we booked for them. And we also saw who was easiest to work with. So we could go to a hotel and say, ‘Hey guys, last year we booked 60 room nights with you. We booked 200 nights in all in your city, but we enjoyed working with you the most. How can we partner?’ That way we had something to offer and we weren’t just asking for discounts and giveaways.”
To offset the carbon of the business and the airline flights, Rafson joined the Carbon Fund, and the Pack Up + Go team has engaged in local Pittsburgh volunteer projects, like cleaning up parks and working on other beautification projects.
What advice would she give to someone starting a business? Having a unique niche is good. “And I would say, take the leap! It’s a wild ride. It’s a lot of fun, and if you love working with people, it’s a great opportunity for you. It doesn’t come without its hardships, but it really is an incredible way to meet people all over the world.”
And the future of Pack Up + Go? Rafson says she might consider expanding into international travel. But not now. “I’m really encouraging the idea of traveling domestically and spreading the economic benefits of tourism here.”
DIGITAL DNA
WORDS / ANDREA SEDLACEK
The new frontier in digital marketing is … podcasting? It could be. And with the significant growth in podcast listening in 2020, it probably should be your next marketing move.
A 2020 study from Edison Research, a leading market research company, found that 104 million Americans age 12 and older are consuming podcasts regularly. In a 2019 report, 23% of people surveyed by Edison said travel was a topic they’re interested in when it comes to podcasts, putting travel in the top 20 topics, and 37% said they listen to podcasts to escape. Metrics like these suggest that podcasting is a viable digital marketing option for travel advisors.
No one can prove this better than Bruce Fisher, founder of Hawaii Aloha Travel in
Honolulu. Fisher is currently in his 12th year of podcasting for his agency, right from his home office. “I thought it would be great for business and great for our company,” he says.
Podcasting: For the people
Fisher’s background is in broadcasting — that’s how he originally ended up in Hawaii, working as a radio personality — but he doesn’t think that’s a necessity for other travel advisors to start podcasting. And you don’t need lots of expensive equipment to get started. “I’m working with a basic audio mixer that I use for
my microphones,” Fisher says. “I record it using Audacity, a very common program, but you don’t need a lot of audio mixing because you’re just recording voice.” Audacity is a free audio editor available for download on Windows and Mac, but like Fisher says, your podcast setup doesn’t have to be elaborate or elite. You can even just use your smartphone to record, as the microphone quality on smartphones has gotten quite good, or you can invest $200 or less in an external microphone for your smartphone.
You’re a podcaster now! So you’ve decided to start a podcast. Amazing! You have a great name for your podcast and cover art that reflects your agency and brand. Now what do you even talk about?
Don’t get caught with imposter syndrome — you are an expert in what you do, and you have valuable insights to share. To get started on your podcast strategy, create a list of topics and fit them into a schedule. Let’s say your favorite type of package to put together is a European river cruise, maybe it’s even your specialty. Your list of topics could be each river you’ve cruised on yourself or planned for clients, so each podcast episode will focus on a different river and the experiences you can have while cruising on them. Your podcast schedule and strategy is now set; it’s really that easy.
Your next step is to actually record something. Remember that your audience is travelers and potential clients, so leave the industry lingo at the door. As far as how long your podcast episodes should be — that’s entirely up to you. Some experts say
Bruce Fisher, founder of Hawaii Aloha Travel, has been podcasting for 12 years.
episodes should average 28 minutes, which is the average commute time. That’s a good starting spot, but can feel kind of long and daunting to a beginner. And really, the length of time doesn’t matter as much as it matters to be engaging and stay on topic. “Our podcast is very short — it’s only 15 minutes and people love that,” says Fisher. “We don’t digress.”
Get it out there and keep it going Once you record your podcast, you need to give it a home. “There are plenty of services out there where you can post your podcast,” Fisher says. You can create a dedicated page on your agency’s website for your podcasts or upload it to a host (like SoundCloud or Buzzsprout). Uploading it to a host makes it easy for you to submit it to Apple Podcasts or Spotify, opening up your podcast to millions of potential listeners.
Many podcast hosting sites can be used for free; Buzzsprout allows you to upload up to two hours of audio every month for free and SoundCloud allows you three. You can also pay for more time per month or for the use of tools to promote your podcast, like Simplecast’s feature that allows one-click sharing to Apple Podcasts or Spotify. There are plenty of hosting sites and payment options to choose from.
So get your radio voice ready — you’re a podcaster now.
PODCASTS BY THE NUMBERS
> 900,000+ podcasts currently exist
> 30 million+ podcast episodes currently available
> 11,000+ travel-related podcasts in Apple Podcasts
> 51% of Americans have listened to a podcast
> 37% of Americans listen to podcasts to escape
> 28 minutes is the ideal length of a podcast episode
Source: Podcast Insights, Edison Research; Apple Podcasts
HANG UP THE PHONE, OPEN UP ZOOM
VIDEO MEETINGS CAN MAKE STRONGER CLIENT CONNECTIONS.
Is email communication just not doing it for you anymore? Are your phone conversation skills lacking? Are you craving the face-to-face connection we’ve been missing? Consider making the switch to video meetings.
VAX surveyed travel advisors in January 2021 and only 30% of respondents said they use video meetings with their clients, but of those who do, 55% said that video meetings help them feel more connected to their clients. As the ways we work and interact continue to evolve this year, video meetings may help replicate the in-person meetings travel advisors missed in 2020 and help you.
In its “2019 Impact of Video Conferencing Report,” telecommunications company Lifesize reported that 98% of people surveyed said video meetings help with relationship-building inside and outside the company and 89% said it helps them feel more connected.
If you haven’t made the switch to video meetings or want to use something other than Zoom, you have a lot of options, some of which are free!
VIDEO MEETING TOOLS OTHER THAN ZOOM
Google Meet – Free to use, must have a Google or Gmail account
Cisco Webex – Free and paid options available
Skype – Free and paid options available
Microsoft Teams – Free and paid options available
GoToMeeting – Free and paid options available
EVERYBODY’S DOING IT
Zoom, the video conferencing app, saw an increase in daily meeting participants from 10 million in December 2019 to more than 300 million in April 2020.
TECH TO KNOW: YouTube
WORDS / ANDREA SEDLACEK
Useful Technology
THAT SAVES YOU OR YOUR CLIENTS TIME.
Facebook is the social media platform of choice for travel advisors, and it makes sense. Facebook makes it easy to post content, comment on other users’ content and even communicate with suppliers, clients and your fellow advisors — and 1.62 billion people use it every day. There are some agencies that get most of their business from Facebook and don’t even have websites. It’s a very valuable tool for any small-business owner. But what if you’re looking for something new? Something untapped in the world of travel advisors? Turn to videos on YouTube, the social platform you’re probably not using (but definitely should be).
How does it work?
You definitely know YouTube as your place for funny cat videos, at-home workouts and tween influencers. But YouTube has a practical side perfect for a travel agency.
First, create a channel for your agency — it only takes four steps, one of which is creating a YouTube account. Think of a channel as the same thing as a Facebook page for your agency and only use it for business-related content. Our smartphones, laptops and tablets have great cameras that you can use to shoot videos, now you just have to create engaging content.
The travel industry has endless amounts of #travelinspo images and videos to use (just make sure you have permission to use them). Otherwise, you can try short five-minute videos of you talking about a destination, a recent trip or even a recent FAM trip, with a brief video tour of the hotels and resorts you’ve visited.
YouTube can be an especially valuable tool in the current travel landscape. What better way to share your recent travel experiences, with updated health and safety protocols, social distancing and more, than to create quick-hit videos for YouTube?
How many people use it?
YouTube is used by more than 2 billion people — that’s almost one-third of the internet.
How much does it cost?
Nothing. You can create a YouTube channel for free. If you want to promote your channel or videos, YouTube offers advertising plans that allow you to manage your budget and reach.
TikTok is Lit, as the Kids Say
TikTok, the app for sharing short videos, launched in China in 2016, but really only made its way to the U.S. in 2018. It was the most-downloaded app on the App Store in 2018 and 2019 and more than 500 million people are now using it. TikTok’s primary users are 16-24 years old.
But don’t let that younger demographic fool you — agents like Kevin Clark of Box Alarm Travel in Pennsylvania are turning to TikTok to find millennial travelers (who are currently 2439 years old). “Millennials are the future of this business,” he says. “They’re actually traveling more than older generations.”
So Clark, who learned how to use TikTok from his kids, started experimenting with videos promoting travel offers to help his agency get out in front of “the millennial crowd.” Though he’s still quite new to the platform himself and finding his groove, he’s learning a lot. His best advice for agents looking to get into the TikTok game? “Just try to make it a little fun.”
Find Kevin on TikTok at @boxalarmtravel.
Introducing The Takeoff Travel Stream, your source for streaming news content on VAX, curated just for travel advisors. Whether you have 30 seconds or 30 minutes, catch the stream regularly for the industry updates that matter most to you.
3 Reasons to Tune In
Video content is updated weekly
Quick-hit stories are just minutes long
You can pause, rewind and skip ahead
vaxvacationaccess.com/takeoff
THE ROAD FROM HERE
Where do we go from here? And how do we get there?
WORDS / ANDREA SEDLACEK
What has become of our beloved travel industry? We’ve been sidelined like never before, but we can’t let that stop us. Let’s take a glimpse into what we’re in for as we work to move forward in travel and how we’ll get there.
Starting small
When travelers start venturing out, a domestic trip may be their first foray back into the world of vacationing. In a November 2020 survey conducted by MMGY Global, a travel and tourism marketing firm, travelers said they felt relatively safe traveling domestically, rating domestic travel a 50 out of 100. Survey respondents also said that traveling in their personal car felt safer than taking a domestic flight.
Travel advisor shopping data from VAX shows that domestic and perhaps familiar destinations increased in late 2020 and into 2021. In Florida, Miami, Fort Myers, Key West and Tampa went from the 15th, 18th, 23rd and 25th spots on VAX’s most-shopped destinations to the 13th, 15th, 17th and 23rd spots. New Orleans, Fort Lauderdale, Denver and Phoenix also moved their way up the list and the mainstays of Orlando, Florida, and Las Vegas stayed at the top, where they usually are.
So will close-to-home domestic trips or trips to familiar destinations lead the way to recovery?
Trending destinations
Not one travel-related phrase ended up in Google’s top 10 searches in 2020.
There were definitely other things on people’s minds since phrases like “election results,” “coronavirus,” “Zoom” and “PlayStation 5” were in the top 10.
Near the end of 2020, travelers were beginning to feel more confident in planning their 2021 trips. A survey conducted by Travel Leaders in October 2020 found that 99% of U.S. and Canadian travelers were eager to travel again and that 70% said they were planning to take a vacation in 2021. The survey also found that close-in bookings will be the norm for a bit.
VAX’s most-shopped destinations for 2021 are familiar favorites: Cancun, Mexico; Orlando, Florida; Punta Cana, Dominican Republic; Montego Bay, Jamaica; and Las Vegas. These locales exactly align with the list of 2021 trending destinations revealed in the list Expedia shared in its 2021 Travel Trends Report. More well-shopped destinations on VAX for 2021 trips include Mexican hotspots like Los Cabos, Puerto Vallarta and Cozumel. Punta Cana, Aruba, San Juan and St. Lucia are top Caribbean spots, and Florida destinations like Miami, Key West, Fort Myers and Tampa are at the top, too. Some unexpected destinations include Liberia, Costa Rica; Antigua; St. Martin and Barbados.
Vaccine passports
When we do get back out into the world, travelers may need to show proof of
vaccination against COVID-19, as is common for some countries to require vaccination for yellow fever or malaria. Destinations like the Seychelles are slowly dropping quarantine requirements for travelers who can prove that they’ve been vaccinated. A vaccine passport is documentation proving you’ve been vaccinated for COVID-19 and therefore can meet that entry requirement for a destination.
Digital options for vaccine passports are popping up, and being able to recommend a solid one to your clients is key. IBM is developing its Digital Health Pass, billing it as “a smart way to return to society.” It uses IBM’s blockchain technology to enable
organizations to verify the health credentials of travelers (as well as employees) in order to grant them entry into a destination, property, mode of transportation or event.
A digital platform called CommonPass is a joint venture between The Commons Project, the World Economic Forum and more public and private partners for travelers to use to track their COVID-19 status (whether they’ve been tested or vaccinated) and present it to officials via QR code to meet countries’ entry requirements. CommonPass is focused on data privacy and ensuring that users’ health data will be protected. The platform is being piloted by airlines first before being released to the public for use.
In a survey conducted in November of last year, travelers reported that they felt safer in their personal car versus taking a domestic flight.
VST Enterprises, a British technology company, is developing a digital health passport called V-Health Passport. It was launched in April 2020 for passengers and airlines in the U.K. and the company has plans to launch it globally. V-Health Passport was initially created as a solution to help sport teams and international travelers to and from the U.K. to bypass the U.K.’s travel quarantine by storing a traveler’s negative test result or proof of vaccination. It helps users locate the testing centers and
also allows users to view their travel and event tickets.
Vaccine passports do have some challenges. The privacy aspect is especially worrisome, as the vaccine passports would store potentially sensitive health data. Accessibility is also an issue, since they will likely be in the form of an app, travelers need a smartphone. And the global adoption and universal recognition of vaccine passports prove to be a hurdle, too. Developing digital credentials that are universally recognized and
accepted could take years. But with all that, there are still many destinations and travel suppliers in favor of vaccine passports. In early February, Scott Kirby, CEO of United Airlines, came out in favor of vaccine passports, saying they could be key in reopening the economy and the travel industry.
Always be insured?
Canceled and rescheduled (and re-rescheduled) trips definitely spooked travelers in 2020. So will including travel insurance in a vacation package be a given going forward?
Even before the pandemic, some destinations required travelers to have travel insurance in order to visit, like Antarctica, Russia and 26 European countries including France, Italy and Germany. But for many other countries, travel insurance is a personal choice for the traveler and may be added at a higher rate in post-pandemic travel.
In late 2020, there was a flurry of traveler sentiment surveys being conducted by travel insurers, to help predict the anticipated travel recovery in 2021. Many of the surveys asked travelers their feelings on travel insurance, including Berkshire Hathaway Travel Protection’s survey, which found that millennials are more likely to insure their trips. Of millennials in general, 51% percent said they plan to buy travel insurance in 2021 and 70% of high-income millennials said they
This page: Travel advisor shopping data from VAX shows that domestic locales such as Orlando, Florida, increased in late 2020 and into 2021.
were. A survey of U.S. travelers conducted by Generali Global Assistance found that 58% of respondents said they were more likely to purchase travel insurance for all of their trips going forward— not just their trips in 2021.
Think sustainable
Perhaps this pause in travel should be more like a reset. When we get back to traveling whenever and where we like, we should think about the impact our travels have on the environment. A lack of tourists in Venice, Italy, meant the sediment at the bottom of the iconic canals was not disturbed and the canals’ normally cloudy water became clear. Air pollution in the European hotspot was better too because of less boat traffic. Last April, fewer cars and fewer flights reduced air pollution in Los Angeles and the smog around downtown LA receded. Data from the Environmental Protection Agency showed that the city experienced its longest stretch of what they consider “good” air quality since 1995. A July 2020 study from the University of Sydney found that reduced global travel reduced greenhouse gas emissions by 4.6%, the greatest drop in greenhouse gas emissions in human history.
After seeing such stark examples of how
our vacations can negatively impact the environment, travelers may be more ecoconscious about their decisions, choosing airlines, hotels and tour operators with a focus on sustainability.
In February 2020, Delta Airlines announced a 10-year, $1 billion commitment to become the first carbon neutral
airline in the world. In August 2020, JetBlue became the first U.S. airline to achieve carbon neutrality on all domestic flights, as part of its effort to reduce its contribution to global warming. And in December 2020, United made a self-proclaimed “bold environmental commitment” and pledged to become 100% green by
Cancun is one of VAX’s most-shopped destinations for 2021.
Playa Delfines in Cancun, Mexico
reducing greenhouse gas emissions by 100% by 2050. In 2018, United became the first airline to publicly commit to a target for carbon emissions reduction.
On the hotel and resort front, many big names are focusing on sustainability. Hilton’s Travel with Purpose strategy is the global hotel giant’s commitment to driving responsible travel and tourism globally. One of the four pillars in Marriott International’s
Serve 360 program is focused on sustaining responsible operations, with goals of reducing the company’s environmental footprint and ensuring that 100% of hotels will be certified to a recognized sustainability standard by 2025.
These efforts and actual progress toward sustainability are more attractive to travelers than ever before and undoubtedly influence travelers’ decisions.
Stay flexible
As we learned in 2020, travel restrictions and destination entry requirements can change by the hour. It’s hard to keep up.
Travel suppliers started to do what they could to meet travelers and travel advisors in the middle by introducing more consumer-friendly flexible policies. Delta permanently eliminated change fees on all international flights from North America. United Airlines dropped change fees forever on all standard Economy and Premium cabin tickets for travel within the U.S., Puerto Rico and the U.S. Virgin Islands. Alaska Airlines permanently bid farewell to change fees on all domestic and international tickets. And American Airlines waived change fees for First Class, Business Class, Premium Economy and Main Cabin tickets for all domestic and short-haul international flying.
Five of the six ALG Vacations brands (Apple Vacations, Blue Sky Tours, Funjet Vacations, Travel Impressions and United Vacations) eliminated individual brand change fees for land-only or scheduled air packages as well as Exclusive Nonstop Vacation Flight (ENVF) and ENVF aironly bookings changes (within 45 days of departure). Pleasant Holidays took a similar approach and eliminated brand change fees on continental U.S. and Canada land bookings, but only on new bookings made by March 31, 2021. Delta Vacations
In February 2020, Delta Airlines announced a 10-year, $1 billion commitment to become the first carbon neutral airline in the world.
The 2021 Upgrade Report from Hotels.com found that nearly 90% of Americans want to be more spontaneous than ever in 2021, and many want to make up for the travel they missed out on last year.
eliminated change fees for bookings made between March 2020 and March 2021 (for travel through February 2022) and extended voucher usage through the end of 2021.
But be spontaneous
VAX’s early 2021 shopping data shows that travel advisors are booking closer in to their clients’ departure date than 2020 and 2019, at an average of 40 days. In the same time in 2020, the average booking window was 57 days and in 2019, it was a generous 128 days.
The spontaneity of travelers is echoed in The 2021 Upgrade Report from Hotels.com, a global study conducted by the booking site. The report found that 89% of Americans want to be more spontaneous than ever in 2021 and many want to make up for the travel they missed out on in 2020, with 32% of respondents calling 2020 the “lost year” for travel. For that same percentage of travelers surveyed, 32% said they want to be carefree and relaxed by making spontaneous decisions; 28% said they don’t want to plan and just want to do whatever they want; and 24% said they are seeking out new experiences. Those
three things are perfect opportunities for travel advisors to step in and help travelers out.
So maybe Michael Scott of “The Office” was on to something when he came up with his business rule No. 2: Adapt. React. Readapt. Act. In all seriousness, flexibility and spontaneity will be key things to embrace for 2021 travel.
The future belongs to travel advisors
Travel advisors are teed up for success as the industry comes back.
Travelers want to get back out there, but are understandably feeling some trepidation. There’s a lot to keep track of now: entry requirements, testing protocols, quarantine rules, how soon you can travel after getting fully vaccinated and even mask mandates. Plus there are the age-old questions of where should I go, what should I do and how should I get there? Travel advisors have an even bigger job now because not only do you have to continue to qualify your clients to find the right airline, tour operator, accommodations and extras, you also need to ensure your clients understand
the policies on their bookings and what their options are if they need to cancel or reschedule. Finding the right-fit travel insurance option is vital too, and though you hope they don’t have to use it, it’s still important to have and understand. You may even consider running through a list of “what if” scenarios with your clients so they are prepared to face any potential roadblock to their vacation.
Though your sales obstacles may be different than before the pandemic, there’s no one better to meet the moment now than travel advisors. You can be a guiding light for a client who’s hoping to travel internationally again but feels intimidated by the entry requirements to come back into the U.S. You can shepherd a multigenerational family through the planning of a trip to Orlando, where they’ll get to see each other for the first time in over a year. You can fulfill a couple’s destination wedding dreams that were put on hold but now will become reality. You can share your own experiences traveling around the U.S. and outside of it, to show your clients that it can be done.
This is your moment. You are the road ahead.
A lack of tourists in Venice, Italy, due to the pandemic meant the sediment at the bottom of the iconic canals was not disturbed and the canals’ normally cloudy water became clear.
SExtensive training from renowned autism experts help these destinations create an inclusive experience for visitors.
WORDS / TAYLOR COULSON
aying your business is “autism friendly” isn’t enough anymore. To truly create an inclusive experience for visitors with autism or other sensory needs, destinations, theme parks and attractions are turning to the experts at the International Board of Credentialing and Continuing Education Standards to train their staff, create soothing spaces and provide resources to help visitors prepare and feel comfortable.
As a travel advisor, when you’re planning travel experiences for clients with special needs, it’s important to go above and beyond your agency’s traditional booking strategies and standards. Remember that engaging in stimulating activities like traveling, interacting with animals and water, and playing outdoors are therapeutic practices for individuals on the autism spectrum, and sometimes take a different kind of research or planning on your part. The following Certified Autism Centers (CAC) know just what it takes to create complete inclusion and acceptance in this fast-growing market of travel for families with special needs.
What is a Certified Autism Center?
The International Board of Credentialing and Continuing Education Standards recognizes a CAC as a facility or organization in which at least 80% of the staff is highly trained, fully equipped and certified in the field of autism. A CAC is dedicated to serving individuals on the spectrum and its staff stays committed to being considered experts by continuing training and education in the field. CACs can range in specific specialty areas such as educational facilities, health care, entertainment, transportation, city government and safety, and of course, hospitality and tourism.
How to get your clients to a CAC
The main factors and challenges travel advisors should consider when booking travel for individuals with special needs
are to be as accommodating and adaptable as possible. When it comes to your travel business practices, this means your booking strategies and standards don’t have to be set in stone because every vacation, family and itinerary is unique. Nicole Thibault is the founder of Magical Storybook Travels, a travel agency located in Fairport, New York. As the agency owner and agent herself, Thibault specializes in travel services for families with special needs and family travel, and her business thrives off of an a la carte approach by creating unique and personalized experiences from start to finish.
“Familiarizing clients with their vacation before they even leave is how I help the families I work with overcome anxiety about travel,” says Thibault. “Sometimes they’re nervous about what the bathroom will look like in the hotel. Sometimes they’re looking for a restaurant with chicken nuggets on their menu and that’s what
will make or break their decision on destinations to visit.” Thibault says that one of Magical Storybook Travels’ best features is the creation of picture schedules and social stories, which are educational videos (see stssv.com) that help families prepare for their vacation in a visual and audio way that not every travel agency does.
As travel advisors, you’re creating life-changing vacations and memories that last a lifetime for your customers, while making an immense impact on the lives of those on the spectrum across the U.S. Sending families to CACs takes stress away from the parents so everyone in the family can relax, unwind and really enjoy their time together, which is what a vacation is all about.
Editor’s Note: Some of these attractions on this list may be closed due to the pandemic or have special entry requirements in place. Please check with them directly for the latest status.
1. THE CITY OF MESA, ARIZONA
Mesa, just east of Phoenix, became the first-ever Autism Certified City (ACC) in the world in April 2019. The ACC designation is awarded by IBCCES in places where key community stakeholders like health care, education, local government, hospitality, leisure and corporate members are trained and certified to attract and better serve those with autism and other cognitive disorders. In Mesa and its surrounding area, almost 60 businesses and organizations completed autism certification training, qualifying them as CACs by IBCCES. More than 500 employees of Mesa city parks, recreation and community facilities and more than 1,200 public safety and law enforcement officers are fully committed to autism certification training, which brings the grand total of community involvement to almost 4,000 community members completing or committing to their very own certification.
Mesa offers a full-sensory and authentic Arizona experience for every family with plenty of CACs to visit.
Visit Mesa continues rolling out a warm welcome for individuals on the autism spectrum who are visiting the city of Mesa.
“Our goal is to ensure individuals with autism and their families enjoy an ideal vacation here,”
said Marc Garcia, president & CEO of Visit Mesa, in a 2019 press release from Visit Mesa.
“As a parent of a child diagnosed on the spectrum, not only is inclusivity the right thing to do, it makes business sense.”
3. ORLANDOAQUATICA
Aquatica Orlando became the first CAC-designated water park in the world in January 2019, and has also been voted the nation’s best outdoor water park by USA Today. The park’s website has a sensory guide that walks visitors through the sensory levels of each attraction, rating them from 1 (low sensory stimulation) to 5 (high sensory stimulation) to help visitors prepare for their time at the park. A low sensory area behind Loggerhead Lane, a quiet room near Kata’s Kookaburra Cove, and ride accessibility program are just a few highlights included in the park’s accreditation.
2. HOHOKAM STADIUM
Hohokam Stadium in Mesa, Arizona, is the spring training facility for the Oakland Athletics, and became a CAC in February 2020, making the team the first MLB organization to earn a CAC designation. Given the stadium’s location in Mesa, it goes along with the city’s dedication to creating an inclusive experience for individuals with autism. The staff at Hohokam Stadium were trained through the IBCCES program to understand what autism is and how to communicate effectively with individuals with autism. They also learned to be aware of common sensitivities autistic individuals may have in an environment like a baseball stadium. The A’s also made some updates to their home in Oakland, introducing a sensory room to the Oakland Coliseum to create a quiet, soothing space for fans.
5. NICKELODEON UNIVERSE
The number one entertainment brand for kids, Nickelodeon Universe in the center of Mall of America is one of the newest theme parks designated as a CAC. It’s the first CAC-designated destination in Minnesota, with 7 acres of attractions and entertainment for all ages and courage levels. With 27 rides to choose from, ranging from attraction, family, junior or thrill, there’s one for every rider. Plus, sensory guides for each ride prepare riders for the various experiences. Visitors can also meet their favorite Nickelodeon characters, get “slimed,” experience the longest indoor zip line and so much more.
4. HERSHEY’S CHOCOLATE WORLD
Sweet treats aren’t the only tasteful adventures inside chocolate’s hometown at Hershey’s Chocolate World in Hershey, Pennsylvania. Visitors with autism and other sensory needs can now have the sweetest experience ever because it’s all-things-chocolate for visitors with a sweet tooth. Every year in November, the park holds a Sensory Friendly Night where visitors can enjoy free tour rides with reduced audio, a caregiving companion pass for Create Your Own Candy Bar and 4D show modified into three levels for sensory sensitivities. Visitors can unwrap their senses with chocolate-y delights during the Hershey’s Unwrapped chocolate tasting journey and visit the world’s largest Hershey’s Candy store. It’s also important to know that service animals are permitted in public areas of Hershey’s Chocolate World.
6. BUTTERFLY WONDERLAND
Butterfly Wonderland is the largest butterfly conservatory in the U.S., located in Scottsdale, Arizona, and became a CAC in January 2020, making it the first butterfly education facility to earn the designation. With 3D movies, Butterfly Emergence Gallery, a 10,000-square-foot butterfly-filled conservatory and endless educational exhibitions about the rainforest and tropical waters, visitors will feel like they’ve been transported to a rainforest far away. The facility’s website has a video tour that takes potential visitors through the facility to help them understand what to expect. The facility’s staff also encourages visitors with special needs to request help during their visit, if they need it.
7. SESAME PLACE
In October 2018, Sesame Place in Langhorne, Pennsylvania, became the first theme park in the world to be accredited as a CAC. It’s also the only theme park based entirely on Sesame Street, which is bound to create an unforgettable experience, especially for little ones. Similar to Aquatica Orlando, Sesame Place provides guests with a ride accessibility program, quiet rooms, noise-canceling headphones and low sensory areas. Whether it’s eating at Cookie Monster’s Foodie Truck, taking a photo with interactive characters like the Muppets, or visiting the Sesame Street Neighborhood, every visitor will enjoy an authentic experience that fits their needs.
8. GEORGIA AQUARIUM
Located in Atlanta, the Georgia Aquarium is the first CACdesignated aquarium, earning the certification in October 2018. It’s also the largest aquarium in the U.S. and the second largest aquarium in the world, and is home to tens of thousands of animals living in its 10 million gallons of water. Visitors can experience the world beneath the waves with excursions like sleeping under the sea or a behind the seas tour. Designated quiet zones, expedited entrances and sensory bags are also available for visitors. This nonprofit is committed to “inspiring awareness and preservation of our ocean and aquatic animals worldwide,” says Anthony Rivera, vice president of guest experience and hospitality.
9. DISCOVERY COVE
In February 2019, Discovery Cove in Orlando became the first all-inclusive day resort and animal interaction park in the U.S. to become a CAC. The tropical resort gives visitors the chance to swim with dolphins, snorkel, hand-feed exotic birds and explore lagoons, rivers and reefs, all within the same day. “Discovery Cove has long been recognized for its adventure-filled yet relaxed environment with a variety of open, clear spaces that make attractions and services more accessible and reduces sensory overload for guests with cognitive disorders,” said Kyle Miller, president of Discovery Cove, in a press release announcing the designation.
11. SEAWORLD ORLANDO
SeaWorld Orlando fittingly announced its CAC designation on World Autism Awareness Day in April 2019. And like the other parks on this list in the SeaWorld Parks & Entertainment family (Aquatica, Sesame Place and Discovery Cove), SeaWorld Orlando’s website offers a sensory guide to walk visitors through each experience before they visit. Three of SeaWorld’s official hotel partners are CACs as well: Doubletree by Hilton Orlando at SeaWorld, Fairfield Inn & Suites Orlando at SeaWorld and Springhill Suites Orlando at SeaWorld, creating an all-around inclusive vacation experience from start to finish.
This list is only a short collection of the many Certified Autism Centers in the U.S. For a full, searchable list of other CACs in the U.S., visit austimtravel.com.
10. SANTA BARBARA ZOO
The first CAC-designated zoo on the West Coast, Santa Barbara Zoo is also one of the world’s most beautiful zoos. It’s located on 30 acres of botanical gardens and accredited by the Association of Zoos and Aquariums, as it’s home to almost 500 animals in open, natural habitats. Every visitor can expect a fun, educational and memorable experience with safari sleepovers, behind-thescenes tours and programs that contribute to saving wildlife. Quiet spaces along with sensory backpacks that feature fidget cubes, noise-canceling headphones, squeeze balls, zoo cars and more aim to keep the visitors on the autism spectrum feeling safe, supported and welcome at the zoo.
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
LaMacchia Jet Stream
The third generation reinvents itself.
LaMacchia: A name with a lot of history in the travel industry.
This legacy name is making moves and innovating once again; this time as LaMacchia Jet Stream, a new host agency with the integrity and family feel that’s synonymous with the name LaMacchia.
Behind the slick new website and pro-level social media presence, LaMacchia Jet Stream humbly began in Tom and Monica Karnes’ home in Kenosha, Wisconsin, in March 2020.
“Right at our dining room table, that’s where it started,” Tom says.
First, a quick history
Tom and Monica are the husband-andwife team behind LaMacchia Jet Stream, as well as their travel agency, LaMacchia Travel, and their luxury romance division, LovinAway.
the third generation of owners. LovinAway launched in 2016 and in late 2020 came LaMacchia Jet Stream, just before LaMacchia Travel’s 90th anniversary in January 2021.
Why a host agency, and why now?
“We wanted to build a community,” Monica says.
LaMacchia Travel’s roots go all the way back to the early 1900s when Eugenio LaMacchia sold steamship travel to Italian citizens wanting to immigrate to the U.S. His service went beyond that, as he also offered things like translations and help with immigration matters. But LaMacchia Travel was formally founded in 1931 by Eugenio’s son Edmund who, with the support of his wife, Emma, became one of the first travel agencies in the state of Wisconsin to add air travel to the rest of its travel products. Edmund and Emma later welcomed their son Eugene to the family business. Then came Bill LaMacchia in the early 1960s who a few years later would go on to start The Mark Travel Corp.
Tom joined the family business in the early 1980s, working with the same focus on service and value the agency had always been known for. In 2009, Tom and Monica purchased LaMacchia Travel, passing the family business on to
In March 2020, like many Americans, Monica and Tom were working from home, feeling the doom and gloom that was reverberating throughout the world and the travel industry. “And we thought, why don’t we start a host agency?” Monica says.
So they brought it to their team at LaMacchia Travel, who welcomed it with a lot of excitement.
But first, Tom wanted to ensure that everyone knew they were still an important part of the business. “For our frontline agents, I wanted to make sure they knew that as LaMacchia Travel, we’re going to be there for them long term,” he says.
The marketing and administrative side of the business was ready.
“They were really excited to build it. Within 72 hours, Nolan Flynn, our marketing and operations manager, had a logo and a name. He was the one who came up with the name ‘Jet Stream,’” Tom says.
A jet stream is a strong and fast flow of wind — and the agents who make up LaMacchia Jet Stream will create their own collective force together, with the host agency offering “the support the modern travel advisor really needs to soar in this industry,” according to their website.
“We want everyone who joins Jet Stream to be behind each other, to support each other and to provide their experience, knowledge and mentorship collectively,” Tom says.
WORDS / ANDREA SEDLACEK
“We want everyone who joins Jet Stream to be behind each other, to support each other and to provide their experience, knowledge and mentorship collectively.”
Ready for launch
In December 2020, just nine months after that dining room table idea, LaMacchia Jet Stream was ready to accept membership applications. That’s right — there is a vetting process to join the agency.
“We want to know every one of our contractors by first name. We want to know all of them and we want to be able to know where we fit in to help them,” Tom says.
“It’s a true partnership,” Monica adds. And implementing an application process can help Monica and Tom ensure that each advisor they welcome to the business is a good fit and just as dedicated as they are.
So who is the right fit for LaMacchia Jet Stream?
“The [advisors] who have a passion for travel, for what they do and of course for their clients,” Monica says.
She said they’re looking for trendsetters. Modern agents. Forwardthinkers. Aficionados. Even up-and-coming agents.
“In the last five to seven years, it’s been so exciting to see this new genre of travel agents, the ones who can work anywhere, the ones that are embracing social media,” says Tom.
And LaMacchia Jet Stream is set up to embrace agents like that — agents who want to pack up and travel for a month at a time — because it doesn’t charge monthly membership fees. The advisor portal makes a jet-set lifestyle even more attainable, putting everything a LaMacchia Jet Stream advisor needs in one spot.
If an agency is looking for a new opportunity, Monica, Tom and the
team are looking for that, too.
“We’re looking for the agencies who want to eliminate the whole ownership thing and just sell,” Tom says. The solution for that is Jet Stream Agency Solutions, which includes enhanced agency reporting like subagent reports along with access to industry events and training.
Full stream ahead
Monica and Tom see a hopeful future for the travel industry and clearly see the role of a travel advisor as key to that future, otherwise they would not have entertained the idea of launching a host agency when they did. They credit their ability to dive headfirst into this new venture to having the agility of a small business and the creativity of their team.
“We’re so blessed to have people on our team who believe in what we do,” Tom says.
Monica agrees. “There are people behind us who are super creative and bring so much to the table, so many great ideas,” she says.
So with a supportive team, a clear vision for the business and a never-ending passion for travel, LaMacchia Jet Stream is ready for 2021 and beyond.
“We’re going to give it our best, we’re going to do our best, we’re going to do it with integrity and stand behind our word to our members who want to join us,” says Monica. “And that’s the most important thing.”
Making Money on the new
The
City of Second Chances is getting a makeover. But will travel advisors win big?
WORDS / ELISA PARHAD
In Vegas, they say there is no such thing as a sure bet, but one thing can always be counted on — the continual reinvention of the city.
Just a few miles off the Strip — away from the thrills and lights and glitz — is a 200,000-square-foot development called Area15. It promises to be an experiential mix of art and retail that is unlike anything Las Vegas has ever seen. One-third of its space will be Meow Wolf, the darling of alternative entertainment from an artists’ cooperative with backing from
“Game of Thrones” creator George R.R. Martin. When it opens later this year, the Vegas outpost will feature the same quirky, out-ofthis-world experience that has thrilled audiences in Santa Fe, New Mexico, since its opening in 2016. In a perfect fusion of creativity and counterculture, the immersive venue transports audiences to faroff realms through cosmic storytelling, surreal worlds, secret portals and psychedelic imagery.
“Meow Wolf is perfect for a place that wants to reinvent itself,” says Didi Bethurum, VP of marketing at Meow Wolf. “The old
Renderings of MSG Sphere, a state-of-the-art entertainment venue that is scheduled to debut at The Venetian Resort in 2023
Vegas will stay strong, flourish and evolve, and this is just like the frosting on the top. This is going to be a new type of great time that leaves you thinking and inspired.”
As Vegas readies itself to see a greater share of younger visitors (ones who may not be OK to sit and game their day away), the city will offer even more engaging entertainment options and attractions. At the Urban Chamber of Commerce’s 2019 State of the Chamber
address, Las Vegas Convention and Visitors Authority (LVCVA) CEO and President Steve Hill announced that millennials view destinations in a completely different manner from previous generations. “What millennials look for [is] authenticity in an experience. Something that is personalized, the ability to share that experience,” he said. “They want something that is unique.”
Even the city’s beloved slogan, “What happens here, stays here”
A 200,000-square-foot development called Area15 is being built just a few miles from the Strip. It promises to be an experiential mix of art and retail that is unlike anything Las Vegas has ever seen.
LAURENT VELAZQUEZ
PETER RUPRECHT
LAURENT
got a revamp in January to energize a younger crowd looking for an expanding set of options. “What happens here, only happens here” seems to have hit that target on the cusp of openings that are sure to attract, delight and enthrall a new generation. One such anticipated opening is the MSG Sphere at The Venetian Resort, a “reimagining of what is possible for live events and the arts,” originally set to arrive in 2021 but now looking to 2023.
Big Las Vegas Strip casinos are also renewing their offerings as gambling proceeds become a smaller percentage of annual revenue, which has fallen roughly 10% since 2012. Like so many properties on the Strip, MGM Resorts, which operates iconic destinations from The Mirage to Mandalay Bay, is set to ace this costume change. “In the last few years, MGM Resorts has repositioned itself from being a hospitality and gaming company to a global entertainment brand as Las Vegas continues to evolve and guest expectations change,” says Stacy Hamilton, executive director of public relations at the company. “We believe, and we know our visitors believe, that every moment of their getaway is entertainment — whether that be the hotel they choose, the spa they visit, the restaurant they choose for dinner, or of course a more traditional show.” One of their hottest new experiences includes The Mayfair Supper Club at Bellagio, which Hamilton says, “defies the typical dinner service with not only live music, but immersive, full-scale productions on stage and throughout the restaurant that make guests feel the show all around them.”
In addition to these new arts and entertainment opportunities
is another jackpot for Vegas visitors — a slew of new professional sports options.
Kelly Messina, senior director of leisure sales at the LVCVA, explains, “Sports are definitely an asset in promoting travel to Las Vegas, whether visitors are coming here specifically to see a game or adding it to their itinerary. While Las Vegas has a long sports history, until recently it’s been mostly with events (NASCAR, National Finals Rodeo/PBR Built Ford Tough World Finals, NBA Summer League, championship boxing and UFC, etc.) rather than our own pro teams. That has been changing since 2017 with the addition of the Vegas Golden Knights, Las Vegas Aces, Las Vegas Lights FC, and this fall, the Las Vegas Raiders, joining our longtime Triple-A baseball team, the Las Vegas Aviators.”
In addition to the city’s long-beloved assets, these compelling new elements make advisors even more crucial to attracting visitors to the city. In helping clients navigate the sea of options available, advisors can build better trips that inspire visitors to share their fun with others and come back to the city for more.
And, while Las Vegas is an easy sell, it isn’t always an easy destination for clients to book. Messina explains, “People think, ‘you come, you book your room, you automatically have fun,’ but travel advisors are really an ambassador for us that can say, ‘let’s take your trip to the next level.’” How best to do that? It might be as simple as keeping up to date with what is new, what is unique, who is coming to town and when attractions are at their best.
A new offering at Bellagio, The Mayfair Supper Club features live music as well as full-scale productions on stage and throughout the restaurant for a unique, immersive dining experience.
“We have the most in-demand musicians, entertainers and residencies,” Messina notes. “That’s something that travel advisors can really keep themselves aware of and learn how to go about getting the best tickets for their client and cutting through the difficulty of getting that front-row seat or hard-to-get sports event ticket. Their clients look to them to provide that expertise that they just can’t get from a website.”
Messina suggests starting by registering with the LVCVA’s Learn and Earn rewards and training program, which can be found at trackmylasvegasbookings.com. Advisors can sign up for free to access sales resources such as online training courses, images, videos and commission listings. They can also track their Las Vegas bookings and earn points to redeem in their online catalog. While there, advisors can sign up for the VegasInsider newsletter to stay informed on the latest happenings and if needed, access the database of contact information for sales managers across the city.
Messina also suggests booking a FAM trip to the city. “One of my old colleagues used to say, ‘to see it is to sell it,’” she says. “So
This spread: Family Travel Association founder Rainer Jenss says that Las Vegas can be a fun and smart getaway for families seeking to explore the western national parks, such as the Grand Canyon, Death Valley, Bryce Canyon and Zion National Parks, all within a five-hour drive from the city. In between these are other great local recreation areas such as Red Rock Canyon and Lake Mead.
coming here to visit the destination is probably the No. 1 thing we would recommend. Once you get here and you are experiencing it firsthand, it opens up your eyes to all the experiences that exist.”
As the city evolves for societal, demographic and technological changes, its potential to inspire a greater pool of visitors grows. Along with the development of the arts, entertainment and sports sectors, other elements, such as outdoor adventuring and family travel, are likely to increase as well. While families are not currently being actively marketed to, Family Travel Association founder Rainer Jenss suggests that Las Vegas can be a fun and smart getaway for families who want to explore the western national parks such as the Grand Canyon, Death Valley, Bryce Canyon and Zion National Parks, all within a five-hour drive from the city. In between these are other great local recreation areas such as Red Rock Canyon and Lake Mead.
“There isn’t one Las Vegas experience, so there isn’t just one Las Vegas visitor,” offers Messina. “The city has something for everyone at various age groups — from people who want to do a quick getaway to people who are doing life events like weddings, anniversaries and bachelor or bachelorette parties.” And, this is something every advisor can bet on.
The U.S. offers many opportunities for luxe relaxation — you just might not know they’re there.
WORDS / ALESANDRA DUBIN
Florida, Arizona, California, Texas and Hawaii are well-known as tourist meccas. In fact, they’re the five most popular states in the U.S. for tourism, according to travel advisor shopping data from VAX VacationAccess. Each has its signature destinations for luxury: Consider posh Beverly Hills in Southern California, or Maui’s bustling Wailea in Hawaii. But plenty of options also abound for the luxury traveler who wants a more uncommon experience within these top destinations. Consider these emerging or otherwise less-traveled destinations for luxury customers in these top tourist states across the country — complete with new and unique ideas for lodging, activities and tours.
The Neptune Pool at Hearst Castle, which was originally constructed in the 1920s
California
Wine country destinations such as Paso Robles and San Luis Obispo county have been surging to the top of the list of must-visit California destinations. The opening of Sensorio “Field of Light” by artist Bruce Munro brought Paso Robles widespread attention in 2019, as visitors flocked to experience the 15-acre light installation. Other one-of-a-kind activities in the area include foraging tours with Central Coast Distillery or taking a dip at Hearst Castle’s Neptune Pool — a newly available treat as of 2019.
New hotel properties abound, including the luxury boutique hotel in downtown Paso Robles, The Piccolo. Alongside the hotel openings, attractions such as new community beer garden The Backyard on Thirteenth and the new Paso Market Walk have recently opened. The city’s culinary scene also continues to flourish, with new restaurants like Les Petites Canailles.
In greater San Luis Obispo county, new hotels like Vespera On Ocean, Autograph Collection in Pismo Beach, and Hotel Cerro in downtown San Luis Obispo, offer great nearby alternatives for luxury travelers.
For a wine country experience farther north in California, Four Seasons Resort and Residences Napa Valley is preparing to open in Calistoga, surrounded by hundreds of acres of vineyards.
Nearby, the state capital of Sacramento continues the renaissance initially sparked by the opening of the Golden 1 Center arena in 2016. The surrounding Downtown Commons continues to welcome new restaurants, cafes and nightlife spots. Sacramento’s culinary scene continues to flourish, too: The Kitchen, owned and operated by Selland Family Restaurants, was awarded the city’s first and only Michelin star in 2019.
This row: Renderings of Four Seasons Napa Valley, which will open in Calistoga, surrounded by hundreds of acres of vineyards
Hotel Cerro in San Luis Obispo
The Piccolo is a new boutique hotel located in downtown Paso Robles.
Hearst Castle in San Simeon, California
THIS ROW: COURTESY OF FOUR SEASONS NAPA VALLEY
THIS ROW: COURTESY OF HOTEL CERRO
COURTESY OF VISIT SLO CAL
MORRO BAY TOURISM
Arizona
Phoenix is fast-growing and the greater metro area’s population now approaches 5 million. Outside the city, that greater area includes a wide swath of geography — with many new and under-the-radar offerings worth a visit for luxury travelers.
The northern part of the Phoenix metro area had one 2020 grand opening: ADERO Scottsdale, formerly the CopperWynd Resort, opened on Oct. 1, 2020, after an extensive $100 million investment and is part of Marriott’s Autograph Collection Hotels portfolio. Here, guests are encouraged to venture outdoors with an adventure concierge, and ADERO’s signature restaurant, Cielo, offers one of the best views in Scottsdale.
Originally scheduled to open in 2020, The Ritz-Carlton Paradise Valley is now scheduled to open in late 2021. Set in the resort town of Paradise Valley within Scottsdale, the property’s luxury design is meant to let the natural landscape shine. The stunning grand lobby overlooking Camelback Mountain will have a water feature cascading down through the property to a world-class spa.
Reopened in 2019, Castle Hot Springs is the wellness paradise for those who really want to get off the beaten trail. Located in a remote setting north of the Phoenix metropolitan area (but just an hour from the airport), the 34-room resort was once the wellness retreat of choice for America’s titans of industry. Now, the 1,100-acre property boasts world-class hot springs and a digital detox philosophy, alongside an impressive culinary and agricultural program; the property grows more than 150 varieties of veggies, fruits, herbs and flowers. Think guided hikes through the Sonoran Desert, tai chi and yoga classes, plus books and board games in rooms to allow guests to truly relax, unplug and connect.
Left photos and background: Renderings of ADERO Scottsdale, which is part of Marriott’s Autograph Collection Hotels
Far left to above: The Ritz-Carlton Paradise Valley, scheduled to open in late 2021
TOP PHOTOS: COURTESY OF THE RITZ-CARLTON PARADISE VALLEY
THIS ROW AND BACKGROUND: COURTESY OF ADERO SCOTTSDALE
Florida
A new wave of developments made West Palm Beach a top destination for young professionals and foodies to visit in 2020. Recent beautification projects including the Clematis Streetscape and the reimagined Rosemary Square help cater to travelers seeking culture, events and a booming culinary scene. In addition to new food halls, breweries and restaurants, the new The Ben West Palm, part of the Marriott Autograph Collection, brought downtown’s first water-facing hotel. Among the area’s trending attractions, keep an eye on Kravis Center for the Performing Arts with a $50 million expansion underway that includes an outdoor urban plaza, a 6,000-foot expansion for the lobby and parking garage enhancements like a valet-only entrance.
Other under-the-radar areas include the upper and middle Keys, which — although generally overshadowed by their southernmost counterpart Key West — have recently experienced an influx in luxury hospitality development, along with an expanded and renovated private airport. Opened in April of 2019 on Knights Key in Marathon, Isla Bella Beach Resort aims to differentiate itself throughout the destination with top-end hospitality more synonymous with South Florida or the Caribbean.
Elsewhere in the Keys, Bungalows Key Largo is billed as the Keys’ first and only all-inclusive resort. Located on the trending northernmost island just an hour south of Miami, the resort features 135 private bungalows across 12 acres, each with its own bougainvillea-laden veranda, oversize soaking tub and outdoor garden shower.
The Ben West Palm
THIS PAGE: COURTESY OF THE BEN WEST PALM
Texas
The Texas Hill Country remains a bit off-the-beaten path for tourists — and well worth a visit. Think gorgeous natural landscapes and rustic luxury, which can be found all over the area. With rolling hills, wineries, hiking, horseback riding and more, it makes for an exceptional under-the-radar getaway in Texas. And it can be combined with a visit to Austin or San Antonio for a well-rounded trip to the state.
Situated in the southwest corner of Texas Hill Country, the River Region is an outdoor paradise boasting stunning scenery, luxury accommodations and unique experiences not found elsewhere in the state. Uvalde County is rich with outdoor options, luxe experiences, great eats and more.
Kayak or canoe on the quiet, warm waters of the Sabinal, Nueces or Frio Rivers, or hike or horseback through scenic trails in Garner State Park. Watch a sunset during Frio Bat Flight Tours as the second-largest bat population in the world available for public viewing — more than 10 million of them — takes flight for the evening hunt.
Unique lodging options include Treehouse Utopia, a resort entirely in the trees with four magical, private treehouses available for booking. Or travelers can opt for a glamping experience at Sinya on Lone Man Creek for a romantic getaway.
Uvalde County, part of the River Region in Texas Hill Country, offers stunning scenery, luxury accommodations and a wide range of unique experiences for travelers.
Hawaii
Set apart from its more built-up counterparts like Maui and Oahu, the Hawaiian island of Kauai is also known as the Garden Island for its ultra-lush terrain and 50 miles of white sand beach — more beach per mile than any island in the state. In addition to the island’s endless range of outdoor adventure — hiking, snorkeling, zip lining and so much more — it has plenty of newer and less-traveled luxuries worth considering.
Luxurious resort The Lodge at Kukui‘ula is emphasizing its focus on experiential travel by offering guests opportunities to develop an expertise specific to the destination — what the property calls monthly “intensives” — to take their outdoor experiences on Kauai to the next level.
Culinary tour company Tasting Kauai is now offering tours to the West Side and Lihue areas of the island. The Hanapepe Walking Tour takes visitors on a walk through historic Hanapepe town for local eats, private tastings and chef demos. The Lihue Farm Tour focuses on farming and growing food with visits to farms, farmers markets and farm-to-table eateries. Tasting Kauai also operates food tours covering the North Shore, South Shore, and East Side areas of the island.
Editor’s Note: Some of the hotels, resorts and attractions on this list may be closed due to the pandemic or have special entry requirements in place. Please check with them directly for the latest status.
The Lodge at Kukui‘ula, located on on Kauai’s South Shore
A tropical vacation (without a passport).
WORDS / JENNA BUEGE
You probably know this but your clients may not: You can have a Caribbean vacation without the hassle of waiting in line at immigration or the anxiety of forgetting your passport. In the domestic Caribbean, U.S. citizens can enjoy the perks of what feels like traveling internationally — imagine picturesque beaches, bright blue ocean waves and sweet tropical drinks — without ever technically leaving the country. Plus, no currency exchange required! Here’s a refresher on (or perhaps an introduction to) the passport-free domestic Caribbean.
Carambola Beach Resort (far right and background) and The Buccaneer (all other images) are among the popular picks in St. Croix for travel advisors on VAX.
U.S. Virgin Islands
IF YOU LOVE THE RIVIERA MAYA, YOU’LL LOVE THE U.S. VIRGIN ISLANDS.
• Perfect for: Travelers who are looking for a tranquil destination with top-notch beaches and a family-friendly vibe
• Favorite activities: Virgin Islands National Park, Blackbeard’s Castle and swimming at Magens Bay Beach
• Fly into: STX (St. Croix) or STT (St. Thomas)
Located southeast of Puerto Rico, the U.S. Virgin Islands are made up of a cluster of Caribbean islands, the largest and most popular of which are St. Croix, St. John and St. Thomas. The three main islands of this tropical getaway encompass just 134 square miles. But, what the U.S. Virgin Islands may lack in size is easily made up for with beautiful wildlife areas, the endless opportunity for fun out on the open water, pristine golf courses and plenty of local rum free for the sampling.
A history dotted with Pre-Ceramic inhabitants, British colonists, European explorers, Dutch sugar cane farmers and, most exciting of all, real-life pirates, the USVI have a unique cultural flair that can be experienced by visitors through historical tours, storytelling and artisan fairs.
Most-shopped hotels by travel advisors on VAX — St. Croix
1. Hotel on the Cay
2. The Buccaneer
3. Carambola Beach Resort
Most-shopped hotels by travel advisors on VAX — St. Thomas
1. Bolongo Bay Beach Resort
2. The Ritz-Carlton St. Thomas
3. Wyndham St. Thomas
The Florida Keys
• Perfect for: Shoppers, boaters and nature lovers
IF YOU LOVE PLAYA DEL CARMEN, MEXICO, YOU’LL LOVE THE FLORIDA KEYS.
• Don’t miss: Dolphins Plus Bayside, a ride in a glass-bottom boat at John Pennekamp Coral Reef State Park and the Florida Keys Wild Bird Center
• Fly into: EYW (Key West)
Located just south of the Florida Panhandle, the Florida Keys are a collection of 1,700 small islands that extend over 198 square miles. The Keys are accessible by car, plane or boat, but the most scenic way to get there is a journey across the Overseas Highway. While speed demons might struggle with the strictly enforced 55 mph speed limit, the Overseas Highway is a modern wonder that’s well worth the extra time spent thanks to its fabulous views of the relaxing waters below and the bright sky above.
While there are many notable pit stops along the Florida Keys, the most popular area to vacation is Key West where the locals are quirky, the food is good and the watersports are aplenty. While some of the more popular activities in the area include visiting the southernmost point in America and snorkeling amongst marine life, this destination also offers some more bizarre attractions. For example, you can “cheers!” while in your birthday suit at the Garden of Eden, a clothing-optional rooftop bar on Duval Street, or see what goes bump in the night on a haunted walking tour while visiting some of the islands’ most notoriously spooky establishments.
Most-shopped hotels by VAX agents
1. Casa Marina Key West, a Waldorf Astoria Resort
2. The Reach Key West, Curio Collection by Hilton
3. Hyatt Centric Key West Resort & Spa
Surprise! Dry Tortugas National Park is part of the U.S. Caribbean
• What to expect: History, wildlife and camping
Seventy miles west of Key West sits Dry Tortugas National Park, a 100-square-mile park consisting of seven small islands. Among the park’s main attractions is Fort Jefferson, one of the nation’s largest 19th century forts open to visitors to explore. Aside from its historic value, travelers also flock to Dry Tortugas for its expansive coral reefs and vast variety of birds.
Hyatt Centric Key West Resort & Spa
Puerto Rico
IF YOU LOVE THE DOMINICAN REPUBLIC, YOU’LL LOVE PUERTO RICO.
• Perfect for: Culture buffs, beachgoers, foodies, bar hoppers and dancers
• Must-see attractions: Viejo San Juan, El Yunque National Forest and Flamenco Beach
• Fly into: SJU (San Juan)
Puerto Rico is an unincorporated territory of the United States situated in the northeastern Caribbean. The island is 100 miles long and 35 miles wide, making it the smallest member of the Greater Antilles. Also referred to as the “Island of Enchantment,” Puerto Rico is best known for its striking landscape of mountains, tropical rainforest and waterfalls paired with its gorgeous beaches and Spanish-Caribbean culture. And the fun doesn’t stop when the sun goes down; the sound of live salsa and reggae music echoes well into the night in this domestic Caribbean destination.
When it comes to things to do that you won’t want to miss, at the top of that list is a visit to Old San Juan, the second-oldest town in America, lined with blue cobblestone streets and brightly colored Colonial architecture. This historic city is any sightseeing enthusiast’s dream with its long list of historic landmarks and iconic sites like Castillo San Felipe del Morro, Castillo San Cristobal, Capilla del Cristo and more. Two other must-see Puerto Rico sights are Mosquito Bay, one of the world’s only bioluminescent bays, and La Factoria, where some say the pina colada was invented.
Most-shopped hotels by VAX agents
1. San Juan Marriott Resort & Stellaris Casino
2. Wyndham Grand Rio Mar Puerto Rico Golf & Beach Resort
3. Caribe Hilton
Editor’s Note: The destinations, hotels and attractions in this story may have entry requirements in place. Please check with them directly for the latest status.
San Juan Marriott Resort & Stellaris Casino
THE FUTURE OF TRAVEL IS FEMALE
The women defining our industry discuss what’s changed, predictions for what’s next — and why travel advisors are more important than ever.
WORDS / SARAH TRELEAVEN
There’s never been a better moment for women in B2B travel, with the industry poised to expand under a new generation of female leaders. Women working in travel, many of whom are embarking on second careers, are bringing passion, creativity, nimbleness and resilience to an industry that offers them unprecedented autonomy, flexibility and fulfillment. Here, we highlight 10 key figures who are making their mark and driving a bright future.
1. LALE ARIKOGLU & MEREDITH CAREY
New York City-based Conde Nast Traveler editors and co-creators of the “Women Who Travel” podcast
How many years have you been in the industry?
Arikoglu: I’ve worked for Conde Nast Traveler since 2016, and in the media industry for about eight years.
Carey: It’s five years at Conde Nast Traveler, but before that I worked at Southwest Airlines’ in-flight magazine.
Tell me how you started “Women Who Travel.”
Arikoglu: We started “Women Who Travel” in late 2016, after we decided to put together a collection of stories for the magazine about women doing amazing things. Men have just had the freedom to move around the world in a very different way than women have, but this felt like an opportunity to provide a platform for women.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
Carey: I think it really comes down to championing each other. I think that, as more women executives have been hired, we’ve seen them bring other women up in the industry. I’m thinking of Celebrity Cruises, for example, having the first female CEO and president and her bringing a lot of other women not just into the boardroom but also onto the bridge and into engineering spaces.
What wisdom can you offer to other women in travel?
Carey: One thing I’ve learned over time is that nothing is perfect. No trip is perfect. No career is ever perfect. No life is perfect. Nothing works out exactly as you planned. You have to learn how to be flexible and make the best of things.
Do you have any predictions for the future of travel?
Carey: In the near future, when it’s safe for us to get entire families together or big groups of friends together in one space, I think big vacation rentals and villas will benefit greatly, especially those in more remote areas where there’s room for everyone to join and plenty of outdoor activity to keep us entertained. I think even when we can all cram inside, we’ll have an even stronger appreciation for the outdoors. On the flip side, I think we may see a whole new rise in solo travelers, especially among those who have been together with their partners, spouses, kids or roommates
nonstop for the last year. I think taking a break and connecting with yourself after this difficult time will be really appealing for most of us, whether you’re heading off to a cabin in the woods or to the bustle of a big city.
Arikoglu: If the past year has taught me anything, it’s to not try and second guess what’s going to happen next. That said, once the initial excitement of being back in the world subsides, whenever that may be, I like to think we’re all going to become more intentional with our travels — spending less time trying to tick off the “must-dos” and instead really working to get to know and understand a place. The pandemic has reminded all of us that the ability to travel is a privilege that we shouldn’t take for granted.
Secondly, the hospitality industry has been crippled by the pandemic — small businesses and Black-owned businesses in particular — and the onus will be on travelers and their spending power to help rehabilitate it once things open back up. It’s my hope that we’ll not only be more conscious about how we spend our money, but where we spend it too.
Where are you traveling next?
Arikoglu: The first place on my list is London for obvious reasons: It’s home, and like many people, I haven’t seen my family in over a year. After that, Vietnam is high on my list (I’ve talked endlessly about how much I want to visit on the podcast), as is Oaxaca, a part of Mexico I still haven’t managed to reach and am desperate to. But I’m also just looking forward to making the most of living in New York once it fully reopens. The city has given so much to me over the years, and I want to show it as much love as I can — it needs it right now.
Carey: These days, I’m planning small, long weekend cabin trips in the Northeast where I can work remotely from a rental and get plenty of outdoor time I can’t get in my Brooklyn apartment. But when it comes to my first big trip back out there, I’m thinking of either blissing out on the beach, ideally in the British Virgin Islands, with a strong cocktail in hand or strike something big (and a little more expensive) off my bucket list, like a multi-week tour of Argentina or a long-haul flight to Australia. If I’ve learned anything recently, it’s that you don’t need an excuse to plan that once-in-alifetime adventure.
2. ROBYN RYAN
Senior director, Travel Industry Sales for Universal Parks & Resorts Vacations in Orlando, Florida
How many years have you been in the industry?
I’ve been in the travel industry for 23 years, serving in various sectors, including themed restaurants, vacation ownership and theme parks.
Tell me how you got started, and why you wanted to work in travel.
I started my career right out of college, at Orlando Entertains, a themed restaurant company. It allowed me to work in many segments of tourism, such as meetings and incentives, as well as the U.K. and LATAM markets. Through this first company, where I worked for 10 years, I fell in love with representing Orlando in the tourism industry.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
We have many amazing female leaders at Universal Orlando Resort, including our CMO and CFO. And, just to highlight one segment of the industry, home-based travel agencies are predominantly owned and operated by women, who have been and will continue to be strong drivers of tourism growth.
What wisdom can you offer to other women in travel?
My biggest advice is to be a contributor and do not let fear or uncertainty hold you back from being a leader. You can be a leader, no matter what your title or position. Also, women mentoring other women is the best thing we can do.
Do you have any predictions for the future of travel?
I think travel on a broad basis will come back in stages over the next two to three years and there will of course be more safety protocols with regard to improved sanitation measures. However, I think the pandemic has really made people treasure the ability to travel, more than ever before. Wanderlust folks will never take travel for granted again and will look for ways to explore this amazing world.
Where are you traveling next?
I am planning to visit some of the many parts of North America I have yet to discover, including Montana, Alaska and Lake Louise. And my new dream destination is the Maldives. I am scuba certified and I cannot imagine a more perfect destination for that activity.
3. SARAH KNEISLER
Editor in chief, The Compass Magazine and director, marketing and operations for VAX VacationAccess in Milwaukee
How many years have you been in the industry? I have been in the industry for 17 years.
Tell me how you got started, and why you wanted to work in travel. I come from a family that was always planning their next adventure, so when I got my start in travel marketing, it was an instant fit. It was like finding that career-home right away. The travel industry as a whole is just so addicting and fun, and it’s so easy to market something like amazing destinations and making memories.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
Women coming into more leadership roles, especially in the B2B space, is really important. If you look at the demographic of travel agents, it still skews female and there’s a real connectivity that women leaders have with that audience. As women in travel increasingly collaborate, it really helps to build bridges and greater opportunities for everyone.
What wisdom can you offer to other women in travel?
Travel agents are so resilient, creative and adaptive, and I think that
is really the key strength they bring to this. Working in the travel industry means constant adjustments — whether it’s because of new technology or global circumstances — and we will be able to tap those skills any time we face a challenge.
Do you have any predictions for the future of travel?
I think that we are going to continue to see resurgence in consumers appreciating the value of travel agents, and agents more clearly asserting the unique advantages of the services they offer. I think this answer is even more true: Travelers want someone they can trust and rely on and someone to help them if they encounter the unexpected, and travel agents will be their best friend.
Where are you traveling next?
Right now I have four trips that are all in the planning phase, which include Temecula, California, and Orlando, Florida. My kids have as much pent-up travel desire and we’re planning trips for multigeneration, multifamily, adults-only and something just for our family. We’ve just started working with one of our favorite travel agents to get into the details.
4.
DIANE PETRAS
CTIE, president of The Travel Institute in Massachusetts
How many years have you been in the industry?
I got my start in the early 1990s, so almost 30 years.
Tell me how you got started, and why you wanted to work in travel.
When I moved to Chicago, I needed to find a new career. I was in a position to ask myself what might be the most exciting and make me the happiest — and it was travel. I interviewed with a local travel agency and I started selling corporate travel, and then I got a meeting and planning designation, eventually moving into a position where I was serving travel agents. And I loved it. I have such intense respect for agents and I’m very passionate about their education.
More and more women are now filling leadership positions in the travel industry. What do you make of this change? Things have really changed for women in just one generation. Role models are changing, including in the corporate environment. I think that some of the things that have been happening at home — shifting gender roles and more equality — are also playing out in the workplace.
What wisdom can you offer to other women in travel?
A love of travel is crucial, but it’s important to understand that this business is more than that. You have to focus on the skills required to do the job, particularly selling. Sometimes selling gets a bad rap,
but in this industry we’re trying to sell something fabulous, so learn to love it! It gives you a chance to share your knowledge and expertise.
Do you have any predictions for the future of travel?
I don’t have a crystal ball, but I do think the industry will see more independent contractors — particularly those who have another source of income and will be able to weather any storms very well. I also think we’re going to be seeing a lot of pent-up demand, so the industry will need to ramp up very quickly in response. The IC demographic will continue to grow. The pandemic accelerated that process due to the need to cut costs and be more efficient at selling travel, combined with a strong need to focus on the client. We can also see that advisors are now risk navigators who need to absorb the mountain of data that comes into their inbox, and distill it down to something that is real and applicable to each client.
Where are you traveling next?
If I take that literally, it will most likely be a destination nearby for a long weekend to relax, be outdoors and near the ocean. I just love animals, so a safari is the next thing on my bucket list. I’ve heard so many wonderful things about the connection you feel to nature. It is ironic because a dear friend of mine, who is an IC, was just talking about an African safari group she is putting together for 2022 and it is already sold out … so you see? I’m not the only one with that desire!
5. AMY BIONDI
Owner of Biondi Travel, independent affiliate of Brownell Travel, in Virginia
How many years have you been in the industry? It was two years in March.
Tell me how you got started, and why you wanted to work in travel.
I was a stay-at-home mom for 17 years and was feeling increasingly stifled by the day-to-day routine. A good friend suggested I find something I could be passionate about, and the thing I kept coming back to was travel. After a lot of research online, I found Brownell Travel and their wonderful mentorship program, which gives you every tool possible to get your travel business going.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
Many women have to make a choice of being home with their family or working at something they love — but working in travel gives you the flexibility to do both. Technology and innovative services and products make it possible for us to work and take care of a household.
What wisdom can you offer to other women in travel?
In the beginning, it feels like you have to take every client that comes your way, but you don’t. Be mindful of clients who do not value the service you are providing or just want the cheapest deal. You want clients that respect your time and who become great repeat business.
Do you have any predictions for the future of travel?
I think the future is bright for travel agents. We can explain not just the benefits of travel, but why you might need insurance. We can explain when it is important to spend extra on travel and when it is a waste of money. And we are there to protect our clients to make sure they have the most seamless and enjoyable experience possible.
Where are you traveling next?
I’m hoping to travel to Mexico and Italy — both places I’m very passionate about. I’m also planning on visiting some new places, including Portugal and South Africa.
6.
GAYLE ZIELKE
& GESICA ZIELKE
Mother-daughter owner and communications coordinator of First Choice Travel & Cruise in Wisconsin
How many years have you been in the industry?
Gayle: I started in 1989 — so more than 30 years.
Gesica: If you count wearing sailor suits at boat shows, same … otherwise, since 2010.
Tell me how you got started, and why you wanted to work in travel.
Gayle: I went on a cruise and totally loved it, then went to travel school with my husband. I worked as an independent contractor and then opened my own agency. But I was just so passionate from the beginning.
Gesica: When I was a child, I saw my mother working so hard, sometimes until midnight, so I didn’t initially think this is what I would do even though I love seeing the world. But then I went on an inaugural cruise with my mom and an agent pulled me aside and said, “One day I hope I can be as successful as your mother.” That really got my attention. And I still go to my mom for guidance.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
Gayle: When I started, it was an old boy’s club and I wasn’t allowed in. I think that’s why I have learned to share opportunities with the people I work with; I want them to have those experiences and to be able to learn.
What wisdom can you offer to other women in travel?
Gesica: I love networking with other women, and we do a lot of sharing and supporting of each other rather than thinking of each other as competition. My mom has taught me that there’s more than enough business to go around.
Do you have any predictions for the future of travel?
Gayle: I think that everyone who had to cancel travel will be extremely keen to reschedule plans as soon as possible. We are already booking everyone with credits and vouchers for new dates and keeping in touch with the rest.
And I think, after seeing the value of a travel agent when something so unexpected happens, people are going to be even more loyal to our services.
Gesica: Well, we predicted they were going to come out with some sort of card to show proof of vaccination in order to travel. People will need the assistance of a travel advisor to guide them on the continuing changes of entry requirements and to assist with the unknown. Travel insurance sales will spike. Masks, hygiene methods and social distancing are just going to be the new normal.
Where are you traveling next?
Gayle: Gesica, my youngest daughter and I were lucky enough to travel to Tahiti to celebrate her 40th birthday. It was an amazing trip of a lifetime and the three of us loved our time together in paradise! Next on our horizon is a family and friends cruise in Hawaii this June!
Gesica: In November we were supposed to take a cruise around the Tahitian islands, unfortunately the cruise was canceled, so we stayed in a beautiful overwater bungalow on two different islands (Moorea and Bora Bora). Next on our agenda is an NCL cruise to Hawaii. I am praying that this will still happen! Some of our team has been traveling to Mexico and Punta Cana to see firsthand how resorts are operating. I might take a mini trip myself just to be able to relay my personal experiences to clients.
7.
TERRAH VAN METER
Travel advisor with Legacy Travel in Texas
How many years have you been in the industry? Since 2005, so that’s 15 years as a travel agent.
Tell me how you got started, and why you wanted to work in travel.
This career has intrigued me since I was a little girl, and the idea of helping people travel the world to get out of their comfort zone to find adventure has always seemed both magical and powerful to me. I was working full-time doing fitness classes when I became pregnant with my second son and I figured that was as good a time as any to dive into the travel industry. I’ve always had people skills, problem-solving skills and a passion for travel — so it just fits.
More and more women are now filling leadership positions in the travel industry. What do you make of this change? Statistics show that it’s usually the woman of the household that makes the travel decisions, so it’s no surprise that women are
taking over leadership roles throughout the travel industry. I’ve been fortunate to have so many female role models in the industry.
What wisdom can you offer to other women in travel?
Utilize your connections and vast knowledge. Dedicated travel agents have the ability to get things done faster, more efficiently and usually at a better rate over the average traveler. And turn yourself into a client’s go-to person — not only for indestination issues but also simply a friend who can help them achieve their travel goals.
Do you have any predictions for the future of travel?
I feel in my gut that the travel agents of the world will soon be more sought after than any online travel agency. The public is realizing that vacation planning on your own is overrated. Having a professional to assist is essential.
Where are you traveling next?
On a girls trip to Turks and Caicos!
8. JODI MORETTI
How many years have you been in the industry?
I have been in the industry since February 1988, so going on 33 years.
Travel advisor with Travel Leaders/Discovery World Travel in Wisconsin is always more to be learned. Instead of being an order taker, sell dreams, sell service and sell experience. My customers are in all 50 states, so I must be doing something right!
Tell me how you got started, and why you wanted to work in travel. I always enjoyed geography and was intrigued by traveling the world, so I took a course at a travel agency, which later hired me on. It’s the same agency I work with today.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
I have known many successful women in this industry from the very beginning, and I believe there are benefits to everyone working together, offering their respective thoughts, and moving forward.
What wisdom can you offer to other women in travel?
Customer service is key. You have to do your research because there
Do you have any predictions for the future of travel?
I think travel is poised to explode. People want to get out, travel and enjoy what life has to offer. After many months of staying close to home, people are ready to go. Many customers are thinking of making up for lost time, planning more than one big trip in 2022! I believe we all want to make up for lost time, life isn’t meant to be lived in one place.
Where are you traveling next?
I was supposed to travel to Russia in April 2020 with Abercrombie & Kent, and Alaska in May 2020. I’m hoping to reschedule these as soon as I can, along with a wedding in Sweden, July 2021.
9. JENNIFER LEHMAN Owner of Vacation Fixation, part of KHM Travel Group in Ohio
How many years have you been in the industry? It was four years in April.
Tell me how you got started, and why you wanted to work in travel.
I was actually a second-grade teacher, and I started planning trips for friends and family. One day, on a whim, I was driving by a travel agency and I just thought it seemed like something I could do. So I called up KHM and went in for a tour, and I was just so impressed that I signed up that day.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
When I look around at the other agents, I would say that at least 70% who have signed up more recently are women. I think that women really have the personality for this business, and they also seem to have a knack for creating a social media presence, particularly on Facebook and Instagram.
What wisdom can you offer to other women in travel?
Do your research on the type of trip that you want to sell. If you want to sell cruises, make that your focus. Start out selling what you know. I got my start selling all-inclusive vacations, and I was able to draw on my personal experience to connect with clients.
Do you have any predictions for the future of travel?
I think with everything going on in the world right now, people will be focusing more on domestic travel, road trips and shorter, weekend vacations if they do decide to go out of the country. A lot of easy all-inclusive options are also popular: short trips to Mexico and Punta Cana with direct flights, etc. COVID has certainly not taken people’s love of travel away, it’s just changed locations a bit!
Where are you traveling next?
I will be taking my family (with young children) to Dreams Macao Beach Punta Cana this July! We are trying out their new preferred club, twobedroom family villas with a pool. We are so looking forward to this trip.
10. TONI REID
Owner of Across N Abroad Travel, part of KHM Travel Group, in Maryland
How many years have you been in the industry?
I’ve been working in the industry for seven years.
Tell me how you got started, and why you wanted to work in travel.
My love of travel started with family vacations as a child. My dad is a Navy man, and I remember the stories he would tell us about visiting various ports. I carried on that tradition of travel with my son, but when he went to college I decided to share my passion with other people by becoming an agent.
More and more women are now filling leadership positions in the travel industry. What do you make of this change?
I think women are pushing the industry toward more purposeful travel and trips that might be leisure but also education, culture and self-discovery. Women are very passionate about their travel and we invest a lot of meaning in these trips. There’s something great about lying on a beach, but women are pushing the industry toward more immersive experiences.
What wisdom can you offer to other women in travel?
It’s really important to find a niche and then make yourself an expert. There’s so much information out there, so many people in the industry and so many people traveling, you have to create an area of expertise.
Do you have any predictions for the future of travel?
I think we realize now more than before that life is short because of the pandemic, and the need to focus on what makes us happy is paramount. We’re no longer waiting for retirement, waiting for the kids to leave home, or waiting for a traveling buddy before we book that dream trip. I believe most people will take life by the bull’s horns and do exactly what makes us happy, and we’re looking for longer stays and deeper cultural experiences.
Where are you traveling next?
I’m going to Dubai, a trip I had to cancel in the spring. I asked for a voucher instead of a refund because I knew I would go at the first opportunity.
VAX DIY
VAX is more do-it-yourself than you think!
Did you know you can make changes to reservations, resend itineraries, refine searches to find specific availability and more on your own, right on VAX?
No need to call your supplier’s customer care center and wait on hold. Review our top do-it-yourself VAX tips and get step-by-step guidance for making these changes on your own.
ICYMI: 6 NEW RESORTS THAT QUIETLY OPENED IN 2020
Here are the new arrivals you may have missed last year and what you need to know about them.
WORDS / TAYLOR COULSON AND ANDREA SEDLACEK
There were too many hotels and resorts that quickly closed in 2020, but behind the scenes there were also some brand-new luxury properties that quietly had grand openings in vacation destination hot spots. Here are six new hotels and resorts that debuted in 2020 that we think are worth a visit.
Secrets St. Martin
Resort & Spa
Secrets St. Martin Resort & Spa originally opened in March 2020 and temporarily closed soon after, but on April 1, 2021 — no joke — the resort reopened and welcomed its first guests. The all-suite, upscale and modern resort is on Anse Marcel Bay on the French side of the island and is just 35 minutes away from the Princess Juliana International Airport. This resort has a lot to boast: It has the largest infinity pool in the western Caribbean; a white-sand beach with calm waters; views of neighboring Anguilla island (just a 20-minute boat ride away); fun on-site activities like bocce ball, cooking classes,
pingpong, yoga and kayaking; and a chic, international adults-only vibe. Plus, guests can choose from three different incredible views from the 258 suites: ocean, marina or mountain. A 7,000-square-foot spa, state-ofthe-art fitness center, six on-site restaurants and five modern bars round out the on-site experience, but venturing off the resort
grounds cannot be missed. The French side of St. Martin is known for its outdoor markets and cuisine — both French and local — so every guest’s itinerary should include some time to get out and about. Itineraries should also include a visit to the nearby Orient Bay Beach, the island’s most famous beach, dotted with idyllic restaurants and bars.
The Fives Oceanfront Puerto Morelos
The Fives Oceanfront Puerto Morelos opened its doors in July 2020. The boutique hotel on Mexico’s shores is in Puerto Morelos, a charming beach village midway
between Cancun and Playa del Carmen. Some say this enchanting fishing village is the best-kept secret on the Yucatan and the perfect vacation destination for both a relaxing or adventurous trip. This is The Fives’ third property that offers a laid-back ambiance with a refreshing approach to modern Mexican design that is sure to have visitors feeling relaxed and recharged with every visit. Guests that are eager to escape to the refuge in Mexico’s breathtaking Riviera Maya will feel at home in
their beautifully designed one-, two- and three-bedroom suites with residential style and chic Mexican decor in all 94 suites on the property. All suites are equipped with the latest technology, floor-to-ceiling windows, furnished balconies and more. There is a private beach club with cabanas and sun loungers along the Caribbean Sea, plus two infinity pools and local and global alfresco cuisine that caters to everyone, which just so happens to overlook the turquoise-blue Caribbean waters.
Dreams Natura Resort & Spa
The opening of Dreams Natura Resort & Spa may have been delayed, but the wait was worth it for the resort’s grand opening in September 2020. The 553-room resort is inspired by the Mayan jungle it’s beautifully nestled in. From the cenote-inspired spa to the exotic fish ponds, the resort respects and honors the environment around it. Beyond the beauty, there are plenty of on-site activities for everyone in the family. For water lovers, there are four swimming pools, including an activities pool, children’s splash pool and an infinity pool complete with waterslide, and a lazy river perfect for chilling out. Foodies will rejoice at the dining options available from the nine on-site restaurants. From French to pan-Asian to authentic Mexican, every appetite will be
more than satisfied, plus the exclusive Chef’s Table dining option lets you get in on the action in the kitchen and watch the chef prepare your meal. This all-new, all-suite resort
is just 10 minutes away from the Cancun International Airport, but its location, tucked into the jungle, will make you feel like you’re a world away.
Coral Level at Iberostar Selection Bávaro
Iberostar now boasts seven hotels in the Dominican Republic. Though it technically opened in 2019, Coral Level, the exclusive hotel within the Iberostar Selection Bávaro complex, is remarkable enough to include on this list. Both all-inclusive hotels are family friendly and set right on Costa del Coco, a beautiful golden-sand beach in Punta Cana. Guests of the Coral Level will enjoy premium services like the private beach area with Bali beds, suite-style rooms, priority booking in restaurants and a priority wine selection. You’ll also be privy to all the perks of Iberostar Selection Bávaro, like access to the spa, the three-floor fitness center and
18-hole, P.B. Dye-designed golf course, the best in the area. No matter where you stay at Iberostar Selection Bávaro, you can stroll through the complex’s charming Caribbean
town with quaint shops, set among tropical gardens. Beyond the resort, you can visit the Hoyo Azul cenote, just 15 miles away, and marvel at its turquoise waters.
Dreams Vista Cancun Golf & Spa Resort
Dreams Vista Cancun Golf & Spa Resort opened in July 2020 with views on views on views. Every room and suite at this new Dreams property, located in the exclusive gated community of Puerta del Mar (30 minutes from the Cancun International Airport), has an ocean view. If that alone doesn’t spark your interest, this contemporary resort has even more to entice you. This place was meant for families. The resort’s “family suites concept” includes connecting rooms that can accommodate up to six people. An outdoor theater, two surf pools, Splash Park, climbing wall, Explorer’s Club for Kids and a Core Zone Teen’s Club will keep everyone busy. And a complimentary water shuttle
to the Puerto Cancun Marina Town Center and to Isla Mujeres dock terminal is a super fun and convenient way to explore the surrounding area. If you need a break from the fam, resort guests have direct access to the
Puerto Cancun golf course just next door. The rooftop pool is adults-only and while the Bluewater Grill restaurant serves up fresh fish and seafood to everyone during lunch, dinner is Mediterranean fusion just for adult diners.
Royalton Grenada Resort & Spa
Royalton Grenada Resort & Spa rolled out the red carpet for first-ever arrivals in March 2020. The highly anticipated, toprated, all-inclusive luxury resort in Grenada is located on two white-sand beaches in Tamarind Bay. The grand opening followed Royalton’s expansion in the islands of the eastern Caribbean, offering guests a new level of hospitality to the picture-perfect island of Grenada. Discerning travelers searching for a luxurious beach getaway will feel at peace here with relaxing ocean views, a world-class spa and a host of complimentary nonmotorized water sports. But that’s not all — Royalton Grenada Resort & Spa features 269 luxury suites (with rain showers, two-person soaker tubs and signature DreamBed mattresses) and is the first property within the Royalton portfolio that debuted Ma Maison restaurant, the French
bistro-style eatery offering authentic cuisine. Guests have other options when it comes to gastronomy with unlimited reservation-free dining at a la carte restaurants on-site. Plus, there is direct access to two of the island’s most beautiful white-sand beaches nearby.
BREAKOUT Session
WORDS / JENNA BUEGE AND ANDREA SEDLACEK
ADVISORS AND INDUSTRY LEADERS
Industry chatter on a topic that’s important to you.
Kimberlee E., An Extraordinary Traveler
“Staying productive (and sane) has definitely been a challenge! Because I work from home I have tried to keep a schedule each day (reading and responding to emails, reading up on supplier news and updates, checking on government restrictions, and participating in webinars focused on the crisis for updates). I have also used this free time to do some supplier trainings that I had not previously had time to complete. I think looking at the big picture and realizing that the travel industry will come back has kept me positive and I know that the physical rest I am getting now will help me when the crisis ends and EVERYONE is ready to book their vacations. I am focused on being swamped with travel requests when that day comes!”
Jami T., The Travel Fanatic
“I found during this crazy time I am oddly busy enough with all my cancellations to keep my day filled, however I also feel that cancellations are not a very positive and productive feeling so I needed to go the extra mile and reach out to my clients.
1. I am calling each one personally by departure date.
2. Instead of emails, I had handwritten personal note cards to all my canceled bookings (totally outside my comfort zone) and sealed with a smiley face sticker, in the note I just wrote that I was sorry their vacation was postponed and I am here for when they are ready to rebook.
3. I also reorganized my office (haven’t had time in the 10 years in business). I got rid of a lot of unwanted, unused catalogs and paperwork.
4. Reorganized all my files in the computer, with being so busy I get lazy and save everything to desktop, this causes really bad organization. I feel so fresh and cleaned up and ready to start booking vacations.”
Maria T., Cruise Planners
“I AM CHASING DOWN TWO YEARS OF MISSING HOTEL COMMISSIONS THAT I DIDN’T HAVE TIME TO DO WHILE I’M NORMALLY BUSY FOR WORK. I HAVE TO REACH OUT TO THE INDIVIDUAL HOTELS AS THEY MAY NOT HAVE MY TRAVEL AGENCY INFORMATION OR JUST MISSED PAYING COMMISSIONS, SO I NEED TO RATTLE THEIR CAGES A BIT TO REMIND THEM TO PAY ME. THEN I NEED TO REDO MY WEBSITE AND ORGANIZE IT A BIT BETTER, SO THE THINGS THAT TOOK A BACKSEAT DURING ‘NORMAL’ HOURS ARE ... AT THE TOP OF THE LIST NOW THAT I HAVE ‘FREE’ TIME.”
Mike E., Pioneer Travel
“SOME DAYS I’M PRODUCTIVE AND SANE BUT OTHERS NOT SO MUCH. FOR ME, I MAKE A LIST OF CLIENTS EVERY DAY AND TRY TO CALL THEM TO CHECK ON THEM, AS PEOPLE NOT SO MUCH AS TRAVELERS. I ALSO HAVE BEEN TAKING CARE OF MY FAMILY, MY YARD AND MY HOME AS THAT PROVIDES ME COMFORT AND IF I’M BEING 100% HONEST, ALSO SOME MODICUM OF PERCEIVED CONTROL. I’VE BEEN GIVING AWAY GIFT CARDS FOR LUNCH AT LOCAL HOME-OWNED RESTAURANTS ON MY PERSONAL FACEBOOK PAGE TO HELP SHOW SUPPORT OF SMALL BUSINESSES.”
Shelly
P., Travel By That Girl
“I have three things that I keep in mind to be productive at home and stay sane:
1. Create purposeful spaces for work vs. other home activities. Keep it separate.
2. Create ‘open for business’ hours that I keep for me (not published) and stick to it.
3. Be kind to myself – it is not always perfect.”
Martin M., Nexion Travel Group
“My typical daily routine is to get up, head to the gym, get myself ready, and then I check my emails and prepare for whatever comes my way that day! I meal prep on the weekends, so that I have food ready to go, or I’ll get too busy working and forget to even eat! I find that if I get all of my personal things done in the morning then I am less stressed. Working from home for some might be hard because they are constantly thinking about the things that need to be done there, but I am the opposite and work 24/7. So it’s all about finding a balance, and knowing that some months are going to be busier than others, and to try to go with the flow. Years ago I never would have taken time for myself, but now it’s important to me that I am well for my clients, too!”
Emily B., Emily’s Travel
Destination NEXT
WORDS / TAYLOR COULSON
Secret National Parks
SKIP THE CROWDS AT THESE UNDER-THE-RADAR, LESSER-KNOWN PARKS THAT ARE WORTH A VISIT.
“There are certainly bucket-list national parks that are world-renowned because of their extraordinary features,” says Kathy Kupper, public affairs specialist for the National Park Service. “Everyone should try to experience them in person at some point. However, each National Park Service site has impressive resources and characteristics that are well worth a visit. Truly each one is a source of inspiration.” Here are three lesser-known national parks that probably aren’t on your radar, but they should be.
Gates of the Arctic National Park and Preserve — A premier wilderness
Above the Arctic Circle in Alaska, Gates of the Arctic National Park and Preserve is the northern-most national park in the U.S. In 2019, it was ranked No. 62 on the annual park report ranking for recreation visits, making it the least-visited park with just 10,518 visitors. With no roads, no trails and not a lot of campsites, planning ahead is a must.
“Gates of the Arctic National Park and Preserve was created to protect the area’s wilderness character. Visiting it is not for the faint of heart, or for those with minimal backcountry or survival skills, due to its remoteness, arctic climate and lack of infrastructure,” Kupper says. “Backcountry users must be prepared to find their own routes, deal with adverse weather conditions and the possibility of wildlife encounters, and to be self-sufficient. If folks don’t have those skills, there are commercial guiding services. For folks who have these skills, it is possible to access the park
using permitted air taxi services, or by foot.”
Fairbanks (FAI) is the nearest airport, 277 miles and an 11-hour drive away — this just so happens to be where access to the park begins. The NPS website states, “There are several small airlines in Fairbanks that provide daily flights into the gateway communities of Bettles and Anaktuvuk Pass, and flag stops to Coldfoot.” The website also says, “Most visitors access the park by air taxi, in small aircraft equipped with floats or tundra tires. Another option for accessing the park is to hike in from the Dalton Highway from the village of Anaktuvuk Pass.”
While experienced wilderness travelers make the best adventurists here, plenty of companies that organize day trips and overnight camping visits provide explorers across all levels the chance to see the northern lights/ aurora borealis’ otherworldly glow in this natural setting, which is unlike any other national park or place in the world. This park’s scenery spans across and consists of six wild rivers running through glacier-carved valleys where caribou herds roam near parts of the Brooks Range of mountains.
Mammoth Cave National Park — More than a cave
With over 400 explored miles between Louisville, Kentucky, and Nashville, Tennessee, Mammoth Cave National Park is home to the longest-known cave system in the world. According to Kupper, “Both Jewel Cave National Monument and Wind Cave National Park in South Dakota are similar to Mammoth Cave in that they are both home to long, beautiful labyrinths of underground cave systems. Guided tours are offered at both parks and provide visitors with a chance to experience mazelike passageways and learn about the amazing histories and geology of each cave.”
But that’s not all that awaited Mammoth Cave’s 551,590 visitors in 2019, making it No. 39 on the National Park Service’s Annual Park Ranking Report for Recreation Visits.
Rolling hills, deep river valleys and a wide variety of underground features are also iconic parts to this national park, which is also designated an International Biosphere Reserve and World Heritage Site. A must-see underground feature called “Gothic Avenue” is
where today’s visitors can see a ceiling covered in 19th-century visitors’ signatures.
Around 16 weddings were held inside Mammoth Cave from the mid-1800s to early 1900s in an area called “The Bridal Altar,” which is a cluster of three stalactite formations that created the backdrop for the events. “Weddings were discontinued in 1941 after the cave [came] under jurisdiction of the NPS,” Kupper says. “Today, the Mammoth Cave National Park permits weddings within the park’s outdoor amphitheater, but not within the cave itself. The logistical constraints of holding such an event makes it an activity that the park would not be able to effectively manage while protecting the cave’s environment and visitor experience. Each year, though, around half a dozen wedding engagements occur during guided cave tours. This makes for a very memorable tour for visitors and cave guides alike!”
Beyond that, visitors can explore over 80 miles of trails in the parks on two wheels, foot or even horseback. Visitors can go canoeing, kayaking and boating along the Green and Nolin Rivers before setting up camp at one of three campgrounds on more than 13 backcountry sites. Louisville Airport (SDF) and
Nashville Airport (BNA) are both less than 80 miles away from this southern national park. According to Kupper, “About an hour north of the Mammoth Cave National Park is Abraham Lincoln Birthplace National Historic Park in Hodgenville, Kentucky. This national park commemorates the birthplace of the 16th president who saw the nation through one of the most tumultuous periods in its history. Visitors can see the first memorial built to honor President Lincoln and learn about his humble beginnings as a small child in rural central Kentucky.”
Great Sand Dunes National Park and Preserve — Dunes among diversity
Hundreds of miles away from any ocean in southern Colorado, you’ll find Great Sand Dunes National Park and Preserve. In 2019, this diverse landscape of grasslands, wetlands, conifer and aspen forests, alpine lakes and tundra had 527,246 visitors, ranking No. 40. Visitors can sink into epic sand dunes across 30 square miles that happen to be the highest mountains of sand in the U.S. — some are even up to 750 feet tall!
According to a study from NPS, this is the quietest national park in the U.S. Kupper says, “Portions of Great Sand Dunes NP are indeed very quiet because of the absorptive nature of the dunes, and also because they are devoid of vegetation (which itself produces sound when leaves rustle and which harbors sound-producing wildlife like birds and insects). The pumice in the crater at Haleakala National Park has very similar properties, as does the thick duff in redwood forests. It should also be mentioned that visitors can experience considerably different acoustic conditions in the same park in different seasons. For instance, fresh snow has a dampening effect on noise propagation, and times of lower
visitation are often quieter.”
Although it’s mostly quiet, this unusual national park is home to hundreds of “chorus frogs,” whose voices can be heard up to half a mile away. “Chorus frogs are part of the orchestra of animals that call Great Sand Dunes home. They’re usually the first amphibians to appear in spring, making loud choruses even when it is still snowing in March and April. Their loud call is like run-ning a finger over the hard teeth of a comb — unexpected
from a creature that is only about 1 inch (2.5 centimeters) long when fully grown. Chorus frogs have been found at high elevations in Colorado and can completely freeze during winter then thaw out back to activity in spring,” says Kupper. Sand sledding and boarding is a popular attraction here yearround and so is stargazing since this is one of the only national parks open 24/7.
Source: Annual Park Ranking Report for Recreation Visits in 2019
The Compass CROSSWORD
CHANNEL YOUR INNER FOURTH GRADER FOR THIS ISSUE’S PUZZLE.
Across
3. You may think NYC is the capital of New York but it’s not — this is
5. The name of North Dakota’s capital has a letter toward the end that doesn’t look like it needs to be there
7. Dover is the capital of this state, which was also the first state
9. Charleston is not just the capital of this two-word state but also the smallest capital city by popu-lation
12. Oregon’s capital feels kind of witchy
13. Hawaii’s capital is located on Oahu
14. The capital of Arkansas is cute
16. Florida’s capital is hard to spell
18. Jackson is the capital of this state, which shares its name with the second-longest river in North America (it’s also hard to spell)
19. Boston is the capital of this, another hard-to-spell state
20. Arizona’s capital is also the capital city with the largest population
Down
1. New Hampshire’s capital is also a type of grape
2. Philadelphia isn’t the capital of Pennsylvania — this is
4. Santa Fe is this state’s capital, and also the longest-serving capital
6. The capital of Alabama
8. Nevada’s two-word capital city (it’s not Las Vegas)
10. Oklahoma’s capital city is easy …
11. Utah’s capital city is easy if you know its airport code
15. Georgia’s capital also has one of the world’s busiest airports
17. The capital of Illinois and also where the Simpsons live
Find the answers at vaxvacationaccess.com/ thecompasscrossword.
Yesterday’s NEWS
WORDS / ELISA PARHAD
With nonessential businesses closed and shelter-in-place mandates in many parts of the country, the hospitality and travel sectors were at a sudden standstill last year. While many assumed a disruption was coming for the industry, a global pandemic was not the disruption that was expected. Instead of the drawn-out “ciao” to an old way of doing things, it was a quick and curt “adios” to an industry as we knew it.
This isn’t the first time a health crisis has brought pain and confusion to travelers and suppliers. Two recent viral threats, the H1N1 pandemic of 2009 and the Zika spikes of 2015-2016, both had cooling effects on travel. However, those events were mere blips compared to the travel bans, border closures, nationwide lockdowns, quarantines and social distancing being implemented to contain COVID-19. How can the travel industry rise from the proverbial ashes to come back stronger, more resilient and more prepared for the next global threat?
What can we learn from yesterday’s biggest stories in travel?
Building brand and traveler trust
“Key changes will be a tighter focus on healthy environments in travel,” says Jennifer Barbee, co-founder and partner at Destination Innovate, a destination think tank and consultancy. “Airports, hotels — really anywhere people gather — will be taxed to a commitment and policy changes that make visitors feel where they are going is safe and clean.”
In the meantime, clearly communicating the developments as they happen has been key to helping travel advisors handle current bookings with confidence, says Rick Zimmerman, president and CEO at KHM Travel Group. The company offers online resources, Facebook Live streams, email updates and webinars to keep everyone up to date with the latest news. Due to the varying needs of clients and different suppliers and scenarios involved, KHM Travel advises agents to reach out to their support teams for help with each unique situation that arises.
Another resource to help navigate current conversations is the American Society of Travel Advisors’ list of talking points with specifics about how to discuss client questions about cancellations, whether or not to rebook a cruise and when it will be safe to travel again. Their critical message is, “In times like these, you need a travel advocate.” ASTA also underlines the importance to clearly communicate the concepts to “Postpone, don’t cancel” and “Buy now, experience later.” Barbee echoes these sentiments, “Now is the time to share the social good in destinations, double down on ‘Postpone, don’t cancel’ and stress empathy. Travel is not top-of-mind for anyone in this crisis, but building brand trust started at the breakfast table on March 13, 2020.”
A quick pivot for some
In the hotel sector, the COVID-19 response has quelled 11 years of unprecedented growth. While many hotels completely shuttered temporarily, others in affected communities stepped up as temporary medical facilities. When they reopen, questions remain of how to ensure that customers are in clean quarters and feel safe. One answer comes via Beekeeper,
RANTA
IMAGES/SHUTTERSTOCK.COM
This will forever change the way that people interact, how we market to them and how we serve them in the industry.
an employee communication app used by the service sector, with its “Covid Clean” badges. Both Marriott and Hilton use the app to communicate with housecleaning staff in various properties across the globe. Developed by Whispr, Beekeeper gives housekeepers step-by-step cleaning instructions that follow guidelines from the Centers for Disease Control and Prevention to stop the spread of the virus. Prior to this, no standard had existed to ensure a suitably clean hotel room during or after a viral outbreak.
“We are encouraging our customers to display the Covid Clean badge throughout the hotel and on their websites and social media profiles to let travelers know their doors are open and the assets are virus free,” said Andrada Paraschiv, Beekeeper head of hospitality in a hospitalitynet.org industry update. “This is a critical first step towards economic and social recovery for hotels.”
Most large chains removed nonessential items from their rooms, including flowers, paper notes and pens, to keep these objects from being touched and spreading COVID-19. Occupied rooms were booked with empty ones in between to encourage social distancing.
Airlines have taken similar proactive and
voluntary cleaning and disinfecting measures. Delta began using a high-grade, EPA-registered disinfectant on all flights, a new fogging process used by the food industry, state-of-the-art air circulation systems with HEPA filtration, additional hand sanitizer and gloves for flight attendants and extra sanitation procedures for inbound catering equipment at international gateways. Many airlines are also encouraging fliers to use their phones to check in (and not at public kiosks), canceling food and beverage service, eliminating magazines from behind the seats and keeping middle seats open in an attempt to make airplanes as safe as possible from spreading COVID-19.
In a news brief, Delta Air Lines announced, “COVID-19 isn’t the first epidemic we’ve faced, and what we’ve learned from H1N1 and Ebola has helped prepare us to take care of customers today. While every health event has unique elements, the adjustments Delta has made in the past continue to pay dividends for managing COVID-19.”
Cruising is a different story
While airlines, travel advisors and hotels all had to make difficult decisions throughout the pandemic, none have had to endure a government mandate to stop using their
services. The cruising industry hasn’t been so lucky. On March 8, 2020, the U.S. Department of State issued a health alert advising U.S. citizens to not travel by cruise ship. In response to this, all major cruise companies suspended sailing from American ports through the end of April 2020, which was extended multiple times. Canadian ports were not open to cruise ships with 500 people or more until July. When sailings do resume, cruise line companies are expected to offer increased passenger health and travel screenings (samples are available online at cruising.org) and changes to their cleaning and food service procedures. The Carnival Corp., which runs Carnival Cruise Lines, Holland America Line, Princess Cruises and others, says it has amped up efforts to clean ships, including increasing the temperature at which bedding, napkins, towels and tablecloths are washed and using “electro-static applications through specialized machines” for deep cleanings to be conducted at night. The coronavirus pandemic also forced cruise lines to relax their notoriously strict trip cancellation and change policies, which will likely continue into the near future.
Despite the difficulties, the travel and tourism industry is more resilient and prepared than ever to weather this crisis. New research from the World Travel & Tourism Council, in partnership with Global Rescue, a membership organization providing medical, security, evacuation, travel risk and crisis management services, analyzed the impact of 90 national and city-level crises between 2001 and 2018. The study found that average recovery times have decreased from 26 months in 2001 to 10 months in 2018. Disease outbreaks had, on average, a 19.4 month recovery time.
“We will not be looking at the same industry when this is over,” notes Barbee. “It won’t just be how security and health are addressed. This will forever change the way that people interact, how we market to them and how we serve them in the industry. This is an opportunity, and success will be determined if we can concentrate on innovations and be willing to break outdated thinking and systems.”
“I’m not going to continue knocking that old door that doesn’t open for me. I’m going to create my own door and walk through that.”
— Ava DuVernay (filmmaker)
ROMAS_PHOTO/SHUTTERSTOCK.COM
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
https://www.vaxvacationaccess.com/toolkit
The Compass on VAX
The digital content you need to power your business
If you’re looking for travel inspiration to share with your clients, time-saving industry insights for you or words of wisdom from industry leaders, The Compass has what you need to be a pro advisor.
Plus, did you know that every article on The Compass has buttons so you can share articles with just one click? The Compass makes it easy for you to be a content marketer.
But don’t fret – your clients can’t access VAX’s booking engine from the articles, so their booking will still be yours.
VAX exists to enable travel advisor success. It’s that simple.
Our award-winning booking platform and wealth of travel content and resources are tailored to and made available exclusively for travel advisors. We are a community of more than 110,000+ leisure travel advisors, who are turning industry insights into professional growth, and turning supplier relationships into more sales.
