Travelweek - April 29th, 2021 by Travelweek

Canada’s Travel Trade News April 29, 2021 travelweek.ca

M&A in the time of COVID Nothing can stop agency mergers and acquisitions, not even a pandemic pg. 3

TTAND's Friisdahl talks service fees

COVID refunds Q&A with Air Canada and ACV Getting closer to vaccination certificates for international travel

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TOP NEWS

“Why would a client value our work if we don’t?”: TTAND’s Friisdahl talks about the push for service fees by Kathryn Folliott

TORONTO — A couple of stats illustrate just how much travel advisors with The Travel Agent Next Door have embraced charging service fees - and communicating the worth of their services to clients - in the wake of the pandemic. One set of numbers is pre-COVD, and the other is from just a couple of months ago. As company founder Flemming Friisdahl tells Travelweek: “Pre-COVID, in February 2019, we had about $1,000 in service fees on $15 million in sales. In February 2021, service fees were up to between $7,000 and $8,000, with $1 million in sales. So that’s more than 7x the amount of service fees, on significantly less business.” TTAND has built a service fee capability into its system and now offers its agents the ability to add fees under a variety of different names such as a Planning Fee, Consultation Fee, Professional Services Fee – and also there’s a Change Fee and Cancellation Fee. The agent has the ability to choose the name they want and the amount charged, in either Canadian or U.S. funds. TTAND is encouraging its members to learn more about service fees with the new training course available on its TTAND University learning platform. The course, which Friisdahl says takes less than two hours to complete, has gone over extremely well with TTAND advisors. TTAND has also made a series of videos available to all agents - not just TTAND agents - interested in learning more about types of service fees and service fee strategies. Making the videos available free to all agents was an unorthodox approach, but Friisdahl believes that fees will become commonplace the more agents charge them. Most agents who don’t yet charge fees worry that alerting their clients to a fee structure will drive them away. If the majority of agents charge fees, the chances of that happening are far less, he says. In normal times, adds Friisdahl, “there’s plenty of business for everyone. Other travel agencies aren’t our competition. Our competition is OTAs and sup-

TTAND President and founder, Flemming Friisdahl

pliers going direct.” “MAKE SURE YOU GET COMPENSATED FOR YOUR HARD WORK” Travel agents have always known their worth, but for some, it’s taken a pandemic - and months and months of exhausting work on their clients’ behalf, almost always for free - for many agents to realize that charging a service fee is the right choice for them and their business. The need for income beyond supplier commission was brought into stark relief over the past 13 months. While Air Canada’s and ACV’s commitment to protect agent commission, as announced as part of Air Canada’s financial assistance package from the federal government on April 12, was welcome news, agents still face major shortfalls if Canada’s other airlines don’t follow suit. And while agents have lauded cruise lines for protecting commission in the wake of the pandemic and all the cancellations, the same can’t be said for every supplier. Fees help no matter what happens, says Friisdahl. “Even if clients cancel, or suppliers cancel, agents are still charging the fee,” he says. “The reality is, right now, most agents are living on the Canada Recovery Benefit (CRB). That’s no way to live. Nobody wants to take government handouts.” Friisdahl adds “With this pandemic it has shown agents how vulnerable they can be if we have to refund files so we have to be sure if this happens again we are better protected.” TTAND’s service fee capability, offering agents the flexibility to call their fee a Planning Fee, Consultation Fee,

Professional Services Fee or what have you, allows agents to tailor their fee schedule to best suit their business. “Each of the agents are their own business owners” and will do what’s right for them, says Friisdahl. Many agents charge a service fee that gets rebated back to the client if the client books a trip. While some retailers say this can devalue an agent’s work, Friisdahl says he’s all in favour of anything that cuts down on window shoppers. “Even if that’s the way you charge a service fee, it still eliminates the customers you don’t want. That may sound wrong but you don’t necessarily want every customer. It secures income and eliminates tire-kickers.” Friisdahl says he expects about 80% of TTAND agents will charge fees in the coming months, compared with 20% pre-pandemic. “It will take a while to ramp it up,” he says. In Travelweek’s February 2021 series on service fees, Friisdahl summed up his thoughts on service fees in one sentence: “As a professional travel agent, make sure you get compensated for the hard work and caring you do for your clients.” He also had a message for any clients on the fence about doing business with a travel agent who charges service fees: “Like everything in life, you get what you pay for, and if you want a professional travel agent to make your dream vacation come true, down to the smallest detail, expect that they will charge a fee for that service.” Here’s another way to put it, he says: “Why would a client value our work if we don’t?” April 29, 2021 | TRAVELWEEK | 7

WORLD NEWS

AIRLINES The Vancouver Airport Authority and WestJet have released study findings showing that rapid antigen testing is an effective, acceptable and cost-efficient method for screening travellers and contributes to safer and healthier air travel. Participant feedback was “resoundingly positive,” say the project partners, with many saying the procedure was efficient, more comfortable than expected and instilled confidence about the safety of their travels.

DESTINATIONS

Air India

POLICIES Canada’s flight ban from India and Pakistan, which took effect April 22, will be in place for at least 30 days. The ban applies to all passenger and commercial flights into Canada from India and Pakistan. Asked about flights from Brazil, Transport Minister Omar Alghabra said there are currently no flights from Brazil. “But we will not hesitate to ban flights from other countries,” he said. “Border restrictions can change at any time. You can be stuck in another country.”

UNWTO and IATA have teamed up to launch a brand new destination tracker that will allow governments to provide information about in-country requirements and travel measures. Available free of charge on both UNWTO’s and IATA’s websites, the online tool is designed to boost traveller confidence and accelerate the recovery of the tourism sector. The tool offers: COVID-19 indicators including infection rates, positivity rates and vaccination rollout by destination/ country; air travel regulations including test and quarantine requirements, provided by IATA’s Timatic solution; and destination measures including general health and safety requirements such as use of masks, transit through a country, curfew or regulations related to restaurants and attractions, provided by national tourism organizations.

Ontario is asking for mandatory pre-departure PCR testing for all domestic air travellers entering the province, an extension to current rules for international passengers seeking entry into Canada. Ontario has already closed its Quebec and Manitoba boundaries to non-essential travel, however there are currently no measures in place to protect provinces from the spread of COVID-19 variants through interprovincial air travel, an area of federal responsibility. Last week Premier Ford and several other premiers urged the federal government to strengthen measures at the Canada-U.S. land border and against inter-provincial travel. Reports coming out of the UK suggest that UK residents could have a vaccination passport system in place by the time international travel is scheduled to start reopening there on May 17. The UK’s transport secretary, Grant Shapps, has reportedly indicted that passports “will of course be a part of international travel.” The EU is working on its Digital Green Pass as a means to help reopen travel within the EU this summer. Here in Canada the federal government has indicated it has agreed with its G7 counterparts, which include the UK and the U.S., to coordinate and collaborate on vaccination passports for international travel. 8 | TRAVELWEEK | April 29, 2021

Tahiti

The Islands of Tahiti has announced that it will be reopening to tourism starting May 1. The decision to reopen came as a result of low COVID-19 cases and ramped up vaccination efforts. The Islands of Tahiti will put in place entry protocols at its borders using virological testing, serological testing, vaccine and ETIS (Electronic Travel Information System). The WTTC has awarded French Polynesia with its Safe Travels stamp, the world’s first global health and safety label for travel and tourism.

NEWS

Air Canada and ACV tackle agents’ COVID refund Q&As during ACTA webinar MONTREAL — While many Air Canada and ACV clients are not surprisingly keen on refunds for their COVID-cancelled travel plans, more than a few want to keep their future travel credits (FTCs) on file. And that’s just fine with Air Canada’s Director, Canada Sales & Global Accounts, Tracey Bellamy, and ACV’s General Manager of Sales Ontario and National Accounts, Eminia Nigro. Updating the trade courtesy of ACTA, as part of ACTA’s webinar series, Nigro along with Bellamy and Air Canada’s VP, Canada & USA Sales, Lisa Pierce said it’s no problem at all if clients want to hang on to their FTCs. It was one of many questions the airline and tour op are getting from travel agents in the wake of the April 12 announcement from Air Canada, and the April 13 announcement from ACV, that COVID refunds (and commission protection) would proceed as part of Air Canada’s financial assistance package from the federal government. “That’s a question we’re hearing a lot from agents: ‘What do I do if my client wants to keep the FTC?’ That’s an easy one - you don’t have to do anything,” said Nigro. “Many are opting to keep the FTC on file because they absolutely want to travel.”

ACTA President Wendy Paradis is one of them. Paradis said that while her family group of 18 people had to cancel their trip because of COVID, they’re hanging on to the FTC. “Our agent asked if we wanted the refund and we said, no way, we want to travel in March Break 2022,” said Paradis during the ‘A Conversation with Air Canada’ webinar, hosted by ACTA. Paradis added that ACTA members “have been pleasantly surprised at how many people don’t want the refund.” AIR CANADA Q&A ACTA’s hour-long webinar with Air Canada and ACV was a practical, down to brass tacks format with FAQs and overviews of common concerns. For Air Canada, the Air Canada Flash updates for agents, from April 13, April 16 and April 22 have extensive resources for the refund process including Travel Agent FAQs, the Schedule Change Document, Goodwill Policy and a Tax Reference Guide. The tax reference guide is key, said Air Canada’s Pierce, who urged agents to consult the guide and do their best through the process. “We really don’t want to issue debit memos, we know this is going to be complex,” Pierce told agents. “We’re not going to be on a campaign to find every little error. But there is a potential for debit memos if the guidelines aren’t followed. As sales agents for Air Canada it is the agent’s responsibility to comply with tax and regulatory requirements.” Pierce encouraged agents with ques-

tions to reach out to the Air Canada’s sales team. One common question Air Canada is hearing from agents processing COVID refunds is about commissions and what goes in the commission box. “We hear this a lot. You put in zero. The commission box should reflect 0.00,” said Bellamy, adding that agents should contact their GDS help desk for more guidance if needed. Also of key importance: the refund deadline is June 12, 2021. And agents need to turn those refunds around by July 12, 2021. “Customers need to request their refunds by June 12, 2021 by 11:59 p.m.,” said Bellamy. “And agents will need to have all refunds processed by July 12, 2021, by 11:59 p.m.” Agents must add the waiver code ACA21COVID before the PNR is cancelled. Refunds are processed via the original booking channel, whether that’s the GDS or aircanada.com/ agents. Other questions covered clients who have had refunds already processed by insurance providers. “If a client was reimbursed by the insurer, then the client is not eligible for a refund,” said Bellamy. Bellamy also asked that agents not submit refund requests for EMDs.

“That's a question we're hearing a lot from agents: 'What do I do if my client wants to keep the FTC?’ That’s an easy one - you don’t have to do anything,” said ACV's Erminia Nigro. As announced on April 12 and 13, eligible Air Canada passengers who purchased a non-refundable ticket for travel on or after February 1, 2020 but did not fly can now obtain a refund from the carrier by submitting a request online or with their travel agent. The revised COVID-19 refund policy covers Air Canada tickets and ACV packages purchased before April 13, 2021 for flights cancelled either by the airline or by the customer for any reason. April 29, 2021 | TRAVELWEEK | 9

ACV Q&A During the ACV portion of ACTA’s webinar, Nigro stressed to agents that June 12, 2021 for clients to request their refunds is a firm deadline. “We can’t make any exceptions to that deadline. That’s really important,” said Nigro. Agents need to enter the first and last name of the passenger on formstack and then use the travel agent’s phone and email. Agents will also need to enter their ACV Business Partner Number (email sales@vacv.com if you need it). Group bookings only need to be submitted once (an ACV Groups rep will call the agent to review the decision of each passenger on the group file). Like Air Canada, ACV is protecting commissions. “We’re so proud we’re able to protect travel agent commissions for our travel agent partners,” said Nigro.

Nigro stressed to agents that June 12, 2021 for clients to request their AC and ACV refunds is a ﬁrm deadline. “We can’t make any exceptions to that deadline. That’s really important,” she said. One question asked how refunds will be processed in cases with multiple payments for one travel package. Says Nigro: “Refunds will be issued on the original form of payment. If multiple payment methods were used, the applicable amounts will be refunded onto each form of payment supplied.” Agents have also been asking ACV if they will earn commission on files where they applied the full net amount. “For group bookings where the travel agent only applied the full net amount, ACV will pay the agent a commission up to a maximum of 5% on the total file. ACV’s Groups department will reach out to every group file that has requested a refund.” Agents can reach out to ACV with questions, and Nigro also urged agents to check out ACV’s FAQ, dated April 21, for the latest updates and new features. 10 | TRAVELWEEK | April 29, 2021

Credit: Austen Diamond Photography

NEWS

Kodachrome Basin, UT

When the sun sets, Utah’s Dark Sky Parks shine with thousands of stars You wouldn’t think Utah’s parks and monuments could get any more beautiful than during a serene sunrise, or maybe a spectacular sunset. But truly in-the-know travellers will wait until after the sunset has subsided - and the day crowd has packed up and headed home - for the most dazzling display of all: thousands of stars shining in pitch-black skies, as far as the eye can see. Utah’s Dark Sky Parks are increasingly at the top of to-do lists for many visitors to the state. And no wonder. While big cities and bright lights have their charms, Utah’s relatively low population density means that vast wide open spaces far outweigh cities and towns. The result is a star-gazer’s delight. In fact, Utah has the highest concentration of the finest dark skies in the world, according to the list of International Dark Sky Places compiled by the International Dark-Sky Association (IDA). Here are some of the best Dark Sky Parks in Utah:

southeast are Hovenweep National Monument, Rainbow Bridge National Monument, and Natural Bridges National Monument. Renowned for its dedication to zero light pollution, the remote and wonderful Natural Bridges National Monument was the very first Dark Sky Park in the world.

SOUTHEASTERN UTAH Two of Utah’s ‘Mighty 5’ National Parks - Arches National Park, and Canyonlands National Park - are favourites for star-seekers. In Canyonlands, there’s even the option for multi-day stargazing expeditions. Among the state parks, Dead Horse Point State Park is notable for being the first Utah State Park to receive the IDA certification. There’s also Goblin Valley State Park and Goosenecks State Park. Dark sky activities include night hikes, telescope programs and constellation tours. Rounding out the list in the

NORTHERN UTAH Some of the best night sights in northern Utah can be seen at Dinosaur National Monument, a designated International Dark Sky Park. Steinaker State Park is a nearby Dark Sky Park. With Salt Lake City as your basecamp, visit any of the following IDA designated places in less than a two-hour drive: East Canyon State Park, Antelope Island State Park, Jordanelle State Park, North Fork Park, Rockport State Park, and Timpanogos Cave National Monument. For more information check out VisitUtah.com/stars.

SOUTHWESTERN UTAH Two more of Utah’s ‘Mighty 5’ Bryce National Park, and Capitol Reef National Park - are top picks for star-gazing in the southwestern part of the state. On a crystal clear night, upwards of 7,500 stars can be seen at Bryce, home to one of the oldest astronomy programs in the U.S. Bryce also has its own Astronomy Festival. In nearby Fishlake National Forest, stargaze at Fremont Indian State Park. At an elevation of 10,000 feet, feel closer to the stars at Cedar Breaks National Monument. Also in the southwest, check out Kodachrome Basin State Park, where on a clear night, the Milky Way can be seen in all its exquisite glory with the eyes.

NEWS

Prime Minister Justin Trudeau

Getting closer to vaccination certiﬁcates for int’l travel: “Naturally, it’s to be expected,” says Trudeau in brieﬁng OTTAWA — In his COVID briefing earlier this week, asked about travel restrictions, Prime Minister Justin Trudeau gave more positive indication that vaccination certificates are part of the plan for Canada reopening its economy and its borders post-COVID-19. In light of the news that the EU could be welcoming fully vaccinated Americans for travel this summer, Trudeau was asked about Canada’s own travel restrictions as Canada’s vaccination program continues to roll out. The federal government has maintained that every Canadian who wants to be vaccinated should be vaccinated by September 2021. A reporter asked Trudeau: “We’re only about 5 months out from that timeline. As the EU and the U.S. [move towards reopening travel for fully vaccinated travellers], are you worried that fully vaccinated Canadians will be at a disadvantage?” Trudeau said: “We continue to plan for how to reopen our economy, and our borders. Vaccination certificates have been a part of international travel for a long time. Naturally, it’s to be expected for international travel. How we roll that out is something we’re working on right now to coordinate.” The reporter asked: “So that sounds

like a yes [to vaccination certificates]?” Trudeau responded that the government is focused on getting Canada through the third wave. Earlier in the briefing Trudeau acknowledged the devastating toll the pandemic and Canada’s travel restrictions have had on the tourism and travel industry, impacting many Canadians and small businesses across the country. He also said the government’s medical officers are “closely watching the impact of vaccination on the ability of the virus to spread.” However he also added: “Once the time is right, we will open up with the borders, perhaps with the necessary vaccination certificates.” They’re the latest small but important indications of the role that vaccination certificates could play in the reopening of Canada’s travel and tourism industries, and borders. ONTARIO’S ASK: PCR TESTING FOR DOMESTIC AIR TRAVELLERS Meanwhile, amid rising calls for even more restrictions on travel, Dr. Barbara Yaffe, Ontario’s Associate Chief Medical Officer of Health, said that the oft-quoted statistic - that less than 2% of COVID cases can be traced back to travel - doesn’t tell the whole story. On April 26 both Dr. Yaffe and Dr. David Williams, Ontario’s Chief Medical Officer of Health, were asked for their take on the need for more measures against travel. The question came as Ontario has reportedly asked Ottawa for enhanced measures for interprovincial travellers, including PCR testing for domestic air

travel. Ontario has already closed its Quebec and Manitoba boundaries to non-essential travel. Speaking at a briefing yesterday, Dr. Yaffe said: “They quote that lessthan-2% statistic, but these cases then spread. Yes it’s a small percentage but it doesn’t indicate the burden of illness beyond that household." Dr. Williams added: “Toronto is such an international hub … I don’t think the [border measures and quarantine] system is as solid as it should be. We want to set up a better system.” Unfortunately, said Dr. Williams, the variants are already in Canada. “It’s like trying to put the seatbelt on while the car is rolling. At that point, it’s too late.” But, he added: “These variants are quite different. Be very cautious. We’ll do our part, you continue to do your part.”

Keep ﬁnancial assistance going for the travel industry: ACTA TORONTO — While the continued rollout of Canada’s vaccination program could mean a better summer ahead, so far the summer months will also bring a tapering off of government support, and that will have dire consequences for the travel industry, says ACTA President Wendy Paradis. In a meeting with Deputy Prime Minister and Finance Minister Chrystia Freeland last week, says Paradis, ACTA learned that the budget assumes the vaccine rollout will continue at a rapid pace through the end of June — and Minister Freeland said, “I believe Canadians are going to have a great summer.” Says Paradis: “While we hope that the Minister is correct, ACTA along with other travel and tourism associations stressed that the timelines are premature. Given that we are still under very strict lockdowns, borders closed and travel restrictions in place — travel agencies and travel agents will not see any notable increase in revenue in Q3 and Q4 when aid programs are set to expire.” As announced by Minister Freeland in the 2021 budget earlier this month, the extension of Canada’s COVID-19 aid programs includes extending CEWS, CERS and Lockdown Support April 29, 2021 | TRAVELWEEK | 11

NEWS until Sept. 25, 2021; and extending the Canada Recovery Benefit (CRB), by 12 extra weeks. While the CRB will be extended by 12 extra weeks, for a total of 50 weeks, starting July 17 CRB will pay out $300 per week, down from $500, for the final eight weeks before stopping completely. Although the extension of financial aid programs through to September 2021 is welcome news to ACTA, there is a serious concern with the decline in the aid programs scheduled to begin in July, says Paradis. ACTA, along with other travel and tourism associations and our members, will continue to aggressively lobby the government to stress the importance of these financial support programs to our industry. ACTA’s urgent lobby priorities over next 30 days are: . Extend the critical CEWS, CERS and EI programs at maximum support to the end of year, or 90 days after travel restrictions lifted . Maintain the CRB benefits at the current $500/wk level to the end of 2021, or 90 days after travel restrictions lifted . Extend the RRRF (Regional Relief and Recovery Fund) application deadline and other liquidity programs (CEBA, HASCAP, etc) to the end of 2021, or 90 days after travel restrictions lifted, and expand the accessibility to sole proprietors for programs where this criteria is not in effect. . Extend the CRHP (Canada Recovery Hiring Program) to the end of 2021, or 90 days after travel restrictions lifted. The RRRF application deadline was extended to June 30, 2021, though travel agents have experienced many challenges with this program, much like some of the other liquidity programs, says Paradis. Paradis adds that while the budget has been tabled, it still has to move through the parliamentary process and as such, “by no means is this document the end product”, she says - and that means the travel industry still has the opportunity to influence changes. ACTA has already had meetings with key Ministries and will continue this newest lobbying campaign over the next several weeks. ACTA also continues to work with travel supplier partners on the refund process and the protection of travel agent commissions. 12 | TRAVELWEEK | April 29, 2021

Renovations are in the works for Sandals Dunn's River

Two new Sandals Resorts, one new Beaches Resort coming to Jamaica MONTEGO BAY — Sandals Resorts International is going full circle with a new development in Jamaica that brings the island’s Dunn’s River property in Ocho Rios back into the Sandals collection after many years. Sandals says two all-inclusive resorts in Jamaica acquired last year - the former Jewel Dunn’s River Beach Resort & Spa in Ocho Rios, and Jewel Runaway Bay Beach Resort & Waterpark - plus a prime parcel of beachfront land adjacent to the Ocho Rios resort, will be developed into three resorts under the Sandals Resorts and Beaches Resorts brands. The result will be three new resorts for Sandals and Beaches … • Sandals Dunn’s River, which will receive a top-to-bottom renovation from its former ilife as Jewel Dunn’s River Beach Resort & Spa • Sandals Royal Dunn’s River, with approx. 250 rooms and suites, built as a brand new resort on oceanfront land adjacent to sister property Sandals Dunn’s River. • Beaches Runaway Bay Resort, the third Beaches Resort in Jamaica, with some 400 one, two, three and four-bedroom suites on the site of the former Jewel Runaway Bay Beach Resort & Waterpark. Guests of Beaches Runaway Bay also have access to Runaway Bay Golf Club and its par-72, 18-hole championship golf course.

SRI acquired the former Jewel Dunn’s River Beach Resort & Spa in Ocho Rios and Jewel Runaway Bay Beach Resort & Waterpark last year, along with the prime parcel of land next to the Dunn’s River property. The expansion plans return the Dunn’s River property back to Sandals family. Sandals Dunn’s River was first added to Sandals collection in 1990. “Sandals Dunn’s River holds special meaning to our family because its history is the story of Jamaica’s evolution as a travel powerhouse. My father grew up on the beach in Ocho Rios and this hotel, the first of its kind when it was built in the 1950s, captured the era’s glamour and sparked his imagination. When it became available, we jumped at the chance to bring the hotel back into the Sandals fold,” says SRI Executive Chairman Adam Stewart. Stewart added: “Jamaica will always play a critical part in our plans to grow and innovate Caribbean hospitality. There is tremendous opportunity here and a ripe moment, as leisure travellers are choosing to return to the places and brands that they know and trust.” In other Sandals news, Sandals Royal Bahamian is getting a multi-million-dollar makeover in celebration of Sandals Resorts International’s 25th anniversary in the Bahamas. The hotel, spa and private island located in Nassau will unveil several new features and facilities, including the addition of iconic river suites and the refurbishment of over 200 rooms and suites. It will remain closed while construction is underway and will reopen ahead of the winter season on Nov. 4, 2021.

NEWS In addition to the reopening of Sandals Royal Bahamian, this year will also see the renovation of the brand new Sandals Curacao, formerly the Santa Barbara Beach & Golf Resort, marking the company’s first property in Curaçao. Sandals also recently announced its expansion to St. Vincent and the Grenadines with the acquisition of Buccament Bay Spa and Resort. After a complete transformation, it will become the fourth Beaches Resorts property within SRI’s portfolio. An opening date has yet to be released.

“Nothing can keep New York City down, nothing”: NYC poised for comeback with new campaign TORONTO — A new campaign from NYC & Company aims to showcase New York City as a top-of-mind comeback destination, as travel restarts both domestically in the U.S.,as well as in several key international markets. While NYC and New York State were among the hot spots for COVID-19 at the height of the crisis in the U.S., the city is poised to come roaring back for the summer. Half of all New Yorkers have received at least one vaccination “and you can feel the optimism starting to grow,” says NYC & Company President and CEO, Fred Dixon. Dixon hosted the ‘NYC Reawakens’ virtual event, highlighting the city’s progress amid the pandemic and featuring cameo appearances by Mayor Bill de Blasio, restauranteur Danny Meyer and president and CEO of the U.S. Travel Association, Roger Dow. The US$30 million ‘NYC Reawakens’ campaign will launch in June 2021. NYC & Company is projecting that 36.4 million people will visit New York City in 2021, recovering more than 50% of the record 66.6 million visitors that came in 2019.  “Nothing can keep New York City down, nothing,” said Dow at yesterday’s briefing, as he congratulated NYC & Company, and the destination, for taking a lead role on tourism recovery efforts. The dates for NYC Summer Restaurant Week were announced yesterday, now on the calendar for July 20 - Aug.

New York City

15, 2021. NYC & Company also reinforced its commitment to promoting the city’s vibrant multicultural offerings, including the recently launched “The Black Experience in NYC.” Latino and AAPI content will also be rolled out later this year on NYCgo.com.

Half of all New Yorkers have received at least one vaccination “and you can feel the optimism starting to grow,” says NYC & Company President and CEO, Fred Dixon. NYC & Company also provided a summary of New York City’s new 2021 developments and openings including hotels, restaurants, attractions, retail offerings, meetings venues and more. For meetings delegates, a newly-expanded Javits Center awaits along with attractive hybrid meetings venues throughout the City. A “Meet Local NYC” campaign recently launched by NYC & Company calls on local corporations and businesses to hold their next meeting or retreat in the five boroughs. On the hotels front, 110,000 rooms are expected to be available in the city’s inventory by year’s end.

“Tourism accounts for hundreds of thousands of jobs in this city, and building a recovery for all of us means welcoming tourists back to the greatest travel destination in the world. The ‘NYC Reawakens’ initiative will show travellers everywhere that New York City is not only ready to host them – it’s creating a fairer, better, and more vibrant city than ever before,” said Mayor de Blasio. NYC & Company’s Dixon added: “As the ship turns toward tourism recovery, we’re pleased to present ‘NYC Reawakens’ as a call to action to encourage visitors and meetings delegates to plan and visit the five boroughs this year and experience the City's unmatched energy, excitement and dynamism. With a packed cultural calendar, worldclass hotels, a new outdoor dining scene and so much more, visitors can experience the best of everything right here in New York City. We’re so grateful to be collaborating with Mayor de Blasio to launch this unprecedented marketing campaign later this Spring to draw visitors back to the greatest city in the world.” “Our recovery will be gradual, but it is certain,” added Dixon. While the Canada-U.S. border remains closed until at least May 21, and no doubt longer as the third wave rolls through, when travel restrictions lift Canadians will no doubt head back to New York City in droves. For more destination details see NYCgo.com. April 29, 2021 | TRAVELWEEK | 13

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St. Vincent update: Canadian response has been “extraordinary” TORONTO — Canada has responded in full to St. Vincent and The Grenadines’ call for help, sending much needed items to aid in the island’s ongoing relief efforts. Following the volcanic eruption of La Soufriere on April 9, and 30 identifiable explosive events in the immediate days after, nearly 20,000 people have been displaced, with 4,000 now living in government shelters around the island. The disaster has also been exacerbated by the effects of the COVID-19 pandemic. The Canadian response to the country’s call for assistance, however, has been “extraordinary,” said Shelley John, Director of Sales in Canada for St. Vincent and the Grenadines. “The government and the people on the island are bursting with gratitude and emotion at the show of support we have received from Canadians,” she said. John added that so far, five 40-foot shipping containers of donated items have been sent from Canada, and another shipment of donations went on a Sunwing flight to St. Lucia. However, items including nebulizers, puffers and respirator masks such as the N95 masks are still in high demand as residents continue to deal with a large amount of ash in the air. For anyone wishing to donate items to the people of St. Vincent, there are now three drop-off locations in the Greater Toronto Area, organized by CARI-ON SVG Disaster Preparedness: . Faith Ministries – 4370 Steeles Ave. W., Unit 20, Woodbridge (10am-6pm) . Morningstar Christian Fellowship Church – 7601 Sheppard Ave. E., Scarborough (2-7pm) . New Haven Funeral Centre – 7025 Legion Rd, Mississauga (7am-4pm) To contact CARI-ON, email carion. org@gmail.com or call 416-707-0125. Financial support can also be provided through CARI-ON’s GoFundMe campaign, or by donating to GlobalMedic, a Canadian charity and disaster response agency (on the donation page, from the dropdown ‘Fund’ menu, select ‘4 – Saint Vincent – Volcanic Eruption’). Regular updates can be found on the UWI Seismic Research Centre’s Facebook page.

Credit: George Santry

NEWS JetBlue A320 aircraft

JetBlue’s coming to Canada, but don’t count on commission TORONTO — Canada has been on JetBlue’s radar for years and now the carrier is making good on its goal to head north. But agents shouldn’t expect commission from the low-cost carrier any time soon. The next phase of JetBlue and American Airlines’ ‘Northeast Alliance’ includes new service between Vancouver and two major U.S. destinations: New York City and Boston. Scheduled to launch in summer 2022, flights will operate between YVR and New York’s John F. Kennedy International Airport (JFK), and Boston Logan International Airport (BOS). The Boston service is seasonal. Jetblue is also strengthening service in the Midwest, southern U.S., Central America and introducing JetBlue in Honduras as well as Canada. Seats go on sale in the coming months. The low-cost carrier works with travel agents, but like most other LCCs and ULCCs, it doesn’t pay commission. In the travel agent section of its website, JetBlue says: ‘JetBlue does not pay commissions for any tickets purchased in the United States, US Virgin Islands, Puerto Rico and Canada for travel to / from all destinations. If a travel agent takes a commission on a JetBlue ticket, a debit memo will be issued in the amount of the commission plus the $50 Service Charge.’ The Canada-U.S.border is still closed

but with service targeted for summer 2022, Tamara Vrooman, President & CEO, Vancouver Airport Authority, says she’s looking forward to JetBlue’s arrival. “We’re delighted that JetBlue has selected Vancouver as its first Canadian destination with service from YVR to New York City and Boston,” said Vrooman. “As we move through the pandemic and prepare for a safe and healthy return to non-essential travel, this new service, scheduled for Summer 2022, gives us all something to

Starting in summer 2022 JetBlue flights will operate between Vancouver and New York (JFK), plus there will be seasonal service to Boston. look forward to. By selecting YVR, JetBlue has signalled a vote of confidence in our region as a premier destination, and our airport as a trusted partner, that together will attract a mix of business and leisure travellers when the time is right to fly again.” JetBlue’s codeshare partner, American Airlines, announced their own series of updates today as part of the Northeast Alliance. New in AA’s network in Boston, the airline is adding new nonstop service to Toronto. April 29, 2021 | TRAVELWEEK | 15

NEWS

AmaWaterways adds second Seven River Journey, departing spring 2023 CALABASAS — AmaWaterways has announced a second Seven River Journey following the “overwhelming” response to its first. The new 45-night ‘Seven River Journey – Spring’ itinerary will depart on April 20, 2023 from Avignon, France onboard the AmaKristina and will take guests through 14 countries, sailing on three ships in total. AmaWaterways’ 2023 Europe river cruise itineraries, including the new 45-night sailing, are now open for individual and group bookings. According to Kristin Karst, executive vice president and co-founder of AmaWaterways, the launch of the second itinerary was in response to the “international attention” the company’s first-ever ‘Seven River Journey Through Europe’ garnered from travel agents and guests. That 46-night journey, which was first announced last month, will be limited to 144 guests and depart in June. “Our first ‘Seven River Journey – Summer’ received such a positive response that I am overjoyed to provide our guests yet another incredible extended journey designed to fully immerse them in European culture and create memories that will last a lifetime,” said Karst. “Having one Cruise Manager take care of guests throughout this entire journey ensures a seamless transition from one ship to the other and we have many unique experiences and onboard amenities planned to further enhance the immersive nature of this 45-night journey.” After departing from Avignon, the new ‘Seven River Journey – Spring’ will cruise the Rhône River to Lyon, the gastronomy capital of France. Guests will then transfer over to Basel, Switzerland on the AmaCerto to explore the Dutch Waterways before enjoying the castle-studded Rhine and a scenic trip along the Moselle, Main and Main Danube Canal. After arriving in Vilshofen, Germany, they’ll embark on the last two legs of the trip onboard AmaMagna, sailing along the upper and lower Danube to Bulgari and Romania. The journey ends on June 4, 2023 in Giurgiu, Romania. Rates start at $34,761 per guest, double occupancy, Category E, 16 | TRAVELWEEK | April 29, 2021

including port charges. Adding more value to the trip is the AmaMagna, featuring unique experiences and multiple suite categories. At twice the width of regular river cruise ships, it is considered one of the most innovative ships in the industry with four restaurants, an onboard cinema, expansive Zen Wellness studio, Sun Deck with a sky bar and more.

Sunwing heading back to Thunder Bay and London, ON for winter 2021-22 sun flights TORONTO — Sunwing is heading back to Thunder Bay and London, ON for winter sun flights in 2021-2022. The flights out of London International Airport start Dec. 15, 2021 and run until April 20, 2022, to Cancun, Punta Cana and Varadero. Thunder Bay flights will begin in December 2021 and will run weekly until the middle of April 2022. “We’re delighted to be returning to London International Airport for the 15th year,” said Andrew Dawson, President of Tour Operations for Sunwing Travel Group.

“Our customers value the ease and convenience of being able to depart from their regional airport” “Now more than ever, our customers value the ease and convenience of being able to depart from their regional airport, and we’re pleased to be offering London residents frictionless vacation experiences under our wing,” he said. Dawson added: “Our seasonal flight service from Thunder Bay has been consistently popular over the years and we’re delighted to continue to help local residents enjoy a frictionless vacation experience under our wing.” The schedule includes: London - Punta Cana, Wednesdays from December 15, 2021 until April 20, 2022; London Cancun, Thursdays from December 16,

2021 until April 14, 2022; and London - Varadero, Fridays from December 17, 2021 until April 15, 2022. And for Thunder Bay, the offerings include: Thunder Bay and Cancun, Mondays from Dec.13, 2021 until April 18, 2022; Thunder Bay and Varadero, Tuesdays from Dec. 14, 2021 until April 19, 2022; and Thunder Bay and Punta Cana, Wednesdays from Dec. 15, 2021 until April 20, 2022. The tour operator’s Safe with Sunwing commitment was created under the advisement of global healthcare leader Medcan.

Rocky Mountaineer delays Canadian season start to July 5 VANCOUVER — Rocky Mountaineer has pushed back the start of its Canadian travel season due to ongoing travel restrictions. The season is now expected to resume on July 5, 2021. “We are extremely disappointed to be forced to delay the start of our season but we remain very optimistic about restarting travel in July,” said Peter Armstrong, founder and interim CEO. “Our team is eagerly working to prepare our trains for operations and we all look forward to getting back to what we do best, which is hosting guests for an incredible experience onboard our trains.” Guests impacted by the delayed start is being offered several benefits, including: a future travel credit equivalent to 110% of monies paid; a freeze in 2021 and 2022 rail pricing at 2020 levels; and a price guarantee for Rocky’s vacation packages so that they can book a similar tour at the same price, even if third-party hotels or tour operators raise their prices. Guests can also choose to transfer their booking to the new route in the U.S., ‘Rockies to the Red Rocks,’ with an added incentive to return to travel on Canadian routes in the future. Understanding that some guests may be hesitant to select a new travel date immediately, Rocky Mountaineer has added greater flexibility to its bookings, allowing guests to change their departure dates or number of people on the booking, up to 30 days ahead of travel without charge or penalty.

NEWS

Emerald’s new Floriade cruise to be hosted by ‘Frankie Flowers’

Iberostar Laguna Azul Resort in Varadero, Cuba

Iberostar reopens Laguna Azul in Varadero

Sunwing launches new website replatform

HAVANA — Iberostar Hotels & Resorts has reopened Iberostar Laguna Azul as the company continues to work towards a full recovery in Cuba. Noting that the return to normality is a gradual process, the hotel chain currently has five hotels up and running in Havana, Varadero and Cayo Guillermo. In addition to Iberostar Laguna Azul, resorts in Varadero that have reopened their doors include Iberostar Selection Varadero and Iberostar Tainos. Overlooking Varadero Beach, the five-star Iberostar Laguna Azul welcomes back guests with themed restaurants, six outdoor pools, an extensive entertainment program for adults and children as well as a spa complete with a hydrotherapy area. Its reopening on April 18 coincides with the arrival of the first direct flight between Moscow and Varadero after several months without flights between the two destinations. Since resuming operations, Iberostar Hotels & Resorts has implemented the ‘How We Care’ program featuring over 300 safety measures, all with the support of a Medical Advisory Board. In addition, guests who wish to take an antigen or a COVID-19 PCR test, available at a low cost, can request an appointment to take the test. In many cases, tests can be administered at the hotel by specialized staff or at nearby accredited centres. In the event of a positive test, Iberostar guarantees to accommodate guests through free support services included in all bookings. These include an extended stay without any additional cost in isolated rooms as well as all necessary care and services such as entertainment and contact-free room service, among others.

TORONTO — After a year spent transforming its digital technology, Sunwing has launched its new website re-platform for Sunwing.ca, now live for customers and travel agents. The website, which took several months to complete, is more easily navigable and allows users to learn about different tropical destinations and browse the latest deals and promotions. The Vacation Finder helps users find the vacation that’s right for them based on their preferred dates, inclusions, facilities, destinations and budget. Plus, the innovative Sunwing Account Profile is also now available, allowing customers to view and manage their upcoming trips, upgrades and preferences to enjoy a seamless booking experience from start to finish. “Today’s launch is the culmination of our team’s unwavering commitment to innovation and enhancing the customer experience,” said Samantha Taylor, Chief Marketing Officer of Sunwing Travel Group. “Since the onset of the pandemic, we have taken the opportunity to hone in on and elevate the Sunwing digital experience. Our website is a crucial tool for all of our customers and the new platform provides a better and more efficient customer experience. The modernized site is just one of the many improvements we’re making as part of our technology roadmap, enabling us to provide seamless and frictionless travel under our wing.” In addition to the re-platform, Sunwing will be making enhancements to the consumer-facing Sunwing App, which will be deployed in the coming months.

VANCOUVER — Everything’s coming up roses with Emerald Cruises, which has just announced a special cruise departure with gardening expert and weatherman Frank Ferragine, also known as ‘Frankie Flowers.’ The eight-day ‘Jewels of the Rhine River Cruise with a guided tour of the Floriade Horticulture Expo’ departs Basel, Switzerland on July 29, 2022 and ends in Amsterdam where guests can tour Floriade with Ferragine. This marks Ferragine’s first-ever hosted river cruise. “I’m thrilled to be hosting a oncein-a-lifetime adventure with Emerald Cruises,” he said. “Floriade, aka the World’s Fair of horticultural shows, is one of the largest public gardening events in the world and it only happens once every decade. I’ve been to the Netherlands before but this is a gardener’s dream. Emerald Cruises plus Floriade and Frankie Flowers equals one blooming great adventure!” During the sailing guests will have multiple opportunities to interact and learn from Ferragine. Events include a garden-themed cocktail reception, two educational onboard seminars focused on Canada-specific gardening and landscaping topics followed by an autograph session, a trivia night featuring a grand prize of a one-hour consultation with Ferragine, and an escorted tour with Ferragine of Floriade in Amsterdam. The Floriade Horticultural Expo, which takes place in Holland every 10 years between April and October, will take on the theme of ‘Growing Green Cities’ this year, with 40 country presentations, a spectacular greenhouse complex, a cable car over Floriade park, pavilions with sustainable innovations and a vibrant arts and culture program. Ferragine, arguably Canada’s most popular and trusted gardening expert and weatherman, has been awarded ‘Landscape Ontario’s Garden Communicator of the Year’ three times and has been named Toronto’s Favourite Weather Personality’ for nine consecutive years by Toronto Sun readers. He’s also a fourtime best-selling author, consultant, garden writer and philanthropist. For more information call 1-855-4440161 or download a digital brochure at emeraldcruises.ca. April 29, 2021 | TRAVELWEEK | 17

NEWS GONE GIRL!: Come Sail Away with Gillian Flynn: Known for her runaway hits that include ‘Gone Girl’ and ‘Dark Places,’ Flynn will sail with guests along the Danube from Budapest to Prague while on the ‘Active Discovery on the Danube’ itinerary, departing Sept. 14, 2022. STORYBOOK SCENERY, SATIRE & SARCASM: Sail Away & Make Memories with Christopher Moore: Moore, the novelist who imagined ‘Lamb: The Gospel According to Biff,’ will sail with guests from Basel to Amsterdam while on the ‘Romantic Rhine’ or ‘Rhine & Rhône Revealed’ itineraries, departing Sept. 20, 2022. I’LL BE…ROMANCING THE RHINE: Sweet Tunes on a Suite Sailing with Edwin McCain: McCain will bring his chart-topping love songs to one of the most historic waterways in Europe while on the ‘Active & Discovery on the Rhine’ itinerary, departing May 3, 2022.

Here are the celebrity storytellers sailing with Avalon in 2021-2022 TORONTO — Avalon Waterways has announced a new lineup of celebrity authors and musicians as part of its 2021-2022 Storyteller Series of cruises. The new series is being offered on Europe’s most popular waterways – the Rhine, Danube and Seine – on Avalon’s highest-rated itineraries, sailing aboard its award-winning Suite Ships featuring the industry’s only Panorama Suites and Open-Air Balconies. On each sailing there are no more than 160 travellers, along guests to interact with hosts during special gatherings such as book signings, concerts and intimate Q&A sessions. Confirmed storytellers for 2021 and 2022 sailings include: Diana Gabaldon, international bestselling author of the Outlander novels; Candace Bushnell, international bestselling author of the Sex in the City anthology; Cheryl Strayed, international bestselling author of Wild; Gillian Flynn, international bestselling author of Gone Girl; Christopher Moore, international bestselling comic fantasy novelist; and Edwin McCain, Bill18 | TRAVELWEEK | April 29, 2021

board-topping singer-songwriter. “Our new, exclusive Storyteller Series invites travellers to enhance the storytelling tapestry of their lives by embarking on incredible, ‘once upon a river’ vacations,” said Pam Hoffee, managing director of Avalon Waterways. “Through this special series of sailings, Avalon guests get to spend a week in Europe with their favourite storytellers. They’re invited to meet legends in legendary landscapes.” Highlights of the new Storyteller Series include the following: THROUGH THE STONES: Disappear on a Magical Sailing with Diana Gabaldon: This week-long Romantic Rhine cruise departs Oct. 30, 2021 (rescheduled from June 2020) and allows guests to sail with the famed ‘Outlander’ author. SEX & THE CITY OF LIGHTS: Sail the Storied Seine River with Candace Bushnell: ‘Sex and The City’ fans will sail the Seine River from Paris to Le Havre while on the new ‘Active & Discovery on the Seine’ itinerary, departing July 19, 2022. WILD & WHIMSEY ON THE WATER: Suite Sailing Down the Legendary Danube with Cheryl Strayed: Sailing from Budapest to Deggendorf with lyrical legend Strayed, this ‘Active & Discovery on the Danube’ itinerary departs July 22, 2022.

Win two spots on a domestic trip with Intrepid’s new agent incentive TORONTO — Intrepid Travel’s agent incentive includes two spots on one of its domestic tours. The promotion runs through May 15, 2021. As part of its new North America Domestic Travel Incentive, Intrepid – the world’s largest B Corp-certified adventure travel company – is rewarding agents through a ballot system. Each time an agent books a client on a domestic tour with Intrepid, they will earn three ballots: two ballots per client when selling any Intrepid Travel tour; and one ballot each time an agent promotes Intrepid Travel on social media and marketing channels. The more ballots an agent earns, the more their name will be entered into the draw to win. All sales will be tracked by Intrepid’s North America Industry team, which will input agents’ ballots on their behalf. For all social media promotions, agents must email NAPartners@intrepidtravel.com with a screenshot to receive a ballot. One agent within North America will be randomly selected to win two spots on an Intrepid Travel tour in their home country. The winner will be announced

NEWS on May 20, 2021. Earlier this month Intrepid launched 16 North American multi-day tours, adding to 11 pre-existing tours. Departing in May 2021 and all featuring a 30-day domestic Flexible Bookings Policy, the new trips are designed to be more immersive than sightseeing, embedding sustainable experiences in partnership with indigenous guides, operators and fellow B Corporations. “As we look toward a responsible restart after a challenging year for tourism, we know that domestic tours in North America will lead the way,” said Matt Berna, Intrepid Travel’s managing director in North America. “We want to encourage travel advisors to promote Intrepid’s sustainable style of travel to their clients while also giving them an opportunity to experience one of our tours for themselves.”

Start a petition, or sign one, says ACITA, and let the govt. know “we will not back down” TORONTO — Starting a petition might seem complicated, but it’s easier than it looks, and the Association of Canadian Independent Travel Advisors (ACITA) is urging all travel advisors, agency owners and travel industry personnel to help the travel industry by making their voice heard with a petition. And if you don’t want to start a petition, be sure to sign one, says ACITA. A Paper Petition only requires 25 signatures in order to be presented in the House of Commons by a sponsoring MP, say ACITA co-founders Judith Coates, Brenda Slater and Nancy Wilson. “In order to be valid, the people signing need to be a resident or citizen of Canada, provide their contact information, and there is no minimum age. They don't have to belong to the travel industry, and they can be members of the same household.” As ACITA notes, for more than a year now, the travel industry has dealt with setbacks, agency closures and a zero recovery rate because of government-imposed travel restrictions. ACITA was formed in the first months of the pandemic, in June 2020, “so that Independent Travel Advisors could have

St Lawrence Cruise Lines

a collaborative voice when reaching out to Government officials about the unique circumstances that they are in, due to COVID,” says the co-founders. To date, ACITA has met with more than 175 Cabinet Ministers, Members of Parliament and policy advisors, via Zoom calls, to explain how the current travel shutdowns are affecting their businesses. Now ACITA is asking for all travel advisors, agency owners and travel industry personnel to join them “in gathering signatures for an onslaught of Paper Petitions to be read by MP's in the House of Commons.” Says Flemming Friisdahl, President of The Travel Agent Next Door (TTAND): “This is a really great way to have our voice continually heard in the House of Commons, on an ongoing basis. We need to keep our requirements front and centre until we receive the assistance that will keep this industry going for years to come.” Adds ACITA’s Coates: ”We want to flood the House of Commons with the message that we will not back down until the government recognizes that the travel industry needs support. There are currently three different petitions available for signature:” one for commission protection from the airlines/tour companies who are still in negotiations with the government for a bailout package, one for an extension of the CRB, and one for sector-specific funding. Coates says ACITA is asking “for all travel advisors to get on board to make this happen. Full instructions are included with the Petitions, when they are sent to you.” Coates adds that anyone interested in gathering 25 signatures for a Paper Petition, can submit their information to the link at the end of this story, to receive the Petitions from ACITA, along with additional instructions: https:// forms.gle/XVPTzMr6zGrEM1tdA

St. Lawrence Cruise Lines delays start of 2021 season KINGSTON, ON — St. Lawrence Cruise Lines has pushed back its 2021 resumption date by a month due to the current province-wide lockdown in Ontario. The 2021 cruise schedule, previously set to begin on May 20, will now start on June 24. The remainder of summer and fall cruises will operate as previously scheduled. All cruise line guests who were booked to travel in May have been accommodated with a new cruise date in June. “While we are disappointed to delay the start of our cruising season, we are eager to accept passengers on June 24 and we remain excited to provide a Canadian travel experience during the summer and fall months,” said Jason Clark, President of St. Lawrence Cruise Lines. Clark also added that the later start date will allow travellers a greater opportunity to be vaccinated and tested prior to boarding. St. Lawrence Cruise lines offers a variety of cruises ranging from four to seven nights, with departures from Kingston, Ottawa and Quebec City. Vessels travel exclusively in Canadian waters and make overnight stops at select ports in Ontario and Quebec. All staterooms feature access to fresh air, climate controls and an intimate view of the St. Lawrence and Ottawa Rivers. For more information call 1-800-2677868 or go to StLawrenceCruiseLInes. com. April 29, 2021 | TRAVELWEEK | 19

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Travelweek - April 29th, 2021

Articles inside

COVID refunds Q&A with Air Canada and ACV

Getting closer to vaccination certificates for international travel

6TTAND's Friisdahl talks service fees