22 minute read
Sunwing ready to assist agents in wake of refunds announcement
“We’re excited for our future” says Sunwing in wake of refunds announcement
TORONTO — Sunwing aims to give travel agents all the resources they need to help clients get their refunds for COVID-19-impacted bookings.
“Our goal is to equip agents with as much information as possible so they can smoothly navigate the refund process on behalf of their clients,” Sunwing spokesperson Melanie Filipp told Travelweek in the wake of the much-anticipated news about Sunwing's revised refund policy.
“We are conducting direct outreach to the travel agent community to let them know about eligibility requirements, the refund process, and providing them with extensive FAQs to help them field common inquiries both they and their clients may have,” she said.
“This is in addition to posting key information and resources on our travel agent portal, including a direct link to the refund request form, and a notification on our ‘Sunwing – Exclusively for Agents’ Facebook page.”
Sunwing's revised refund policy now includes non-refundable bookings cancelled by COVID-19. Customers with non-refundable bookings whose vacations were cancelled due to the COVID-19 pandemic, and who have received a future travel credit or opted to use their Worry Free cancellation waiver and received travel vouchers, can request a full refund to their original form of payment.
The new policy applies to hotels, flights and vacation packages booked on or before June 25, 2021 for scheduled travel from February 1, 2020 onwards.
To request a refund, eligible customers and travel agents are asked to submit a request through Suwning's online COVID-19 refund request form by August 27, 2021.
Sunwing's new agreement with the Canada Enterprise Emergency Funding Corporation (CEEFC), in addition to its February 2021 agreement, gives the company access to a repayable loan worth up to $100 million, under the Large Employer Emergency Financing Facility (LEEFF), with the goal of providing financing for customer refunds.
As part of the agreement, travel agent commissions will not be recalled. Sunwing is the latest Canadian carrier to announce refunds for COVID-19 impacted travel plans.
Filipp told Travelweek: “We are confident that agents and customers alike will be pleased with [this] announcement. We have been working diligently behind the scenes to support those with non-refundable bookings whose travel was cancelled amid the pandemic and are glad we have reached an agreement with the government to provide the financing needed for customer refunds.”
She added: “We know that the entire agent community has been busy fielding inquiries on refunds during the pandemic, so this announcement will help them directly address and alleviate customer concerns. In addition, we think agents will be very pleased to hear that commissions will not be recalled! We are thrilled that we can continue to support our valued travel agent community as part of our financing agreement.”
Regular terms and conditions will apply to any refund requests made after 11:59 p.m. EST on August 27, 2021.
Those who will not be eligible for a refund under the new policy include: customers who already received a refund, including a refund from an insurance provider; customers who received a refund from initiating a chargeback, or have a chargeback currently in progress; or customers who transferred their travel credit to another person not named on the booking.
Customers who wish to keep their Sunwing Vacations travel credit may do so and can take advantage of incredible savings on their future dream getaway. Future travel credits are available for travel up to September 30, 2026.
More information on the refund process and eligibility can be found on Sunwing’s website.
“After a difficult 16 months for the travel industry, we’re excited for our future and grateful for the ongoing support and dedication from the agent community,” says Filipp.
Air Canada launches digital solution to verify COVID-19 test results
MONTREAL — Air Canada has announced a new digital solution that will allow customers to securely scan, upload and verify their COVID-19 test results.
Available via its mobile app, the feature is currently in a trial phase with the support of Amadeus, a leading travel technology company. It’s been available since June 29 for flights from Frankfurt to Toronto and Montreal, and will roll out across the airline’s network later this summer, pending re-
sults of the trial, with new capabilities so that customers can also pre-validate proofs of vaccination.
For the Frankfurt departure trial, the new solution accepts COVID-19 PCR test results from Centogene Labs in Germany. Capabilities to manage test results from other labs and also vaccination records will be introduced. The use of the new function by customers is optional. For users: • There is no requirement to download an application, as a link to submit documents will appear on the Air Canada mobile app or mobile website during check-in • Within 24 hours of departure, customers checking in on mobile can securely submit their test results by scanning a QR code of the Centogene lab test result • Customers will then receive a message verifying the test that will enable them to pass through the airport and board their flight without any further requirement to demonstrate the validity of their health documents • Customers must bring and retain their original documents for the duration of their journey
“As travel resumes around the world, we’re proud to do our part to support government health protocols that protect passengers and safeguard local communities,” said Mark Nasr, Senior Vice President, Products, Marketing and eCommerce. “Once fully rolled out, this new function from Amadeus will make it easy for customers to securely submit their COVID-19 test results and records of vaccination for review ahead of their flights. Pre-validation of those documents will streamline the airport experience, one of many ways Air Canada is focused on elevating the customer journey with touchless travel services.”
Nasr added that the new service complements Air Canada’s Covid Information Hub featuring detailed information on travel requirements and testing.
Based on Amadeus Traveler ID, which automates document verification for travellers in order to minimize queues, the new service also provides information about government health entry requirements of the destination country, and is compatible with other health passport applications currently under development around the world.
WestJet's ready for summer 2021 with new domestic schedule
CALGARY — WestJet is gearing up for a strong summer of domestic travel with restored connectivity and new routes.
The airline has announced its plans for Ontario, B.C., Alberta, Saskatchewan and Atlantic Canada. "We continue to work towards the restoration of our pre-COVID domestic network to ensure that when our guests are ready to travel, we are there for them," said John Weatherill, WestJet Chief Commercial Officer. "WestJet remains committed to building back stronger for the betterment of all Canadians and as we look ahead to reconnecting friends, family and loved ones, the safe restart of travel is essential to Canada's economic recovery."
The news follows on WestJet's release of its first brand campaign video since the onset of the COVID-19 pandemic.
Here's a look at WestJet's domestic offering for summer 2021, so far ... ONTARIO
WestJet will inaugurate two new routes from Toronto and Ottawa to Comox and Victoria. This July, WestJet will offer nonstop service from Toronto to 26 cities, from Ottawa to five cities, from London to two cities and serve one city from Hamilton and Windsor. B.C.
WestJet will usher in 10 new routes to and from B.C. by July 5, 2021. By the end of June, the airline is set to inaugurate new flights between Abbotsford and Prince George and restore WestJet Link service between Vancouver and Cranbrook. This July, WestJet will offer nonstop service from Vancouver to 18 cities, from Victoria to eight cities, from Kelowna to seven cities, from Comox to four cities and from Nanaimo to three cities. From the communities of Kamloops, Penticton and Prince George, the airline will connect to two communities nonstop. ALBERTA
WestJet will begin operating three new routes to and from Edmonton and begin nonstop service between Calgary and Charlottetown on July 29. The service connecting the two provinces was previously scheduled to start in June 2020. This July, WestJet will offer nonstop service from Calgary to 42 cities and from Edmonton to 16 cities. SASKATCHEWAN
WestJet is further restoring Saskatchewan's domestic connectivity with the restoration and inauguration of five routes to and from destinations across Alberta and B.C. from Saskatoon and Regina. By the end of June the airline will begin its new nonstop flights from Saskatoon to Kelowna and Victoria. This July, WestJet will offer nonstop service from Saskatoon to seven cities and five cities from Regina. ATLANTIC CANADA
WestJet's new nonstop service to Charlottetown from Calgary starts July 29. By the end of June, the airline is set to restore commercial air service to Sydney, N.S., Deer Lake and Gander, NL, with the restart of flights from Halifax and Toronto. This July, WestJet will offer nonstop service to Atlantic Canada from Halifax to six cities, from St. John's to three cities, from Charlottetown to two cities and from Moncton, Fredericton, Deer Lake, Gander and Sydney to one city.
TORONTO — Brand USA's 'USA Training Day' specifically for Canadian travel agents took place with possibly – hopefully - just weeks to go before the gradual reopening of the Canada-U.S. border gets underway.
Chris Thompson, CEO and President, Brand USA told agents at the online event that he's cautiously optimistic as momentum builds towards a potential reopening of the border.
“We welcome our friends and visitors back from Canada,” said Thompson in his opening remarks.
“It's no surprise to any of you that Canada is our largest source market,” he said. “We have nearly 80 million visitors a year and a quarter of those come from our friends north of our border. So Canada always has been and will be a critical contributor to our return - to whatever 'the next normal' looks like.”
Thompson said he’s “more optimistic than I’ve ever been about a future that’s a little brighter.”
At the same time, he’s well aware that the key to restoring cross-border travel between Canada and the U.S. is reopening the border.
“I do have cautious optimism because, as we well know, there are still a lot of things that are outside of each of our control as it relates to impediments that have not allowed people to travel. Certainly a lot of that has to do with our two governments and them getting together and getting the border open ... so we're optimistic,” he said.
The Canada-U.S. border is closed until July 21, however based on recent remarks by Prime Minister Trudeau, it's possible this could be the last closure renewal.
“Now's the time to plan, assuming that's going to happen,” Thompson told agents.
He added: “We know the pent-up demand is going to be like nothing we’ve ever seen.”
Even when the border reopens, said Thompson, a critical component to get travel started again is gaining the consumer's confidence. Thompson says the rapid return to a robust domestic travel market in the U.S. underlines the country's competence in getting travel restarted safely, which should help build confidence levels for international visitors, including Canadians.
Thompson wrapped up his opening remarks with a shout out to travel agents attending USA Training Day: “Thank you for your commitment, and thank you for all you’re going to do in the months ahead. We look forward to welcoming everybody back here with open arms.”
USA Training Day gave Canadian agents an opportunity to learn more about U.S. destinations from Brand USA’s receptive tour operator partners, and also hear from Donald Leadbetter, Tourism Program Manager for the U.S. National Park Service. Agents will also had the chance to win travel prizes. All pre-recorded content will be translated into French.
Attendees also learned about Brand USA's resources for the travel trade…. . Brand USA’s travel trade website is the official resource for USA Travel Trade planning, where agents can find inspiration and information to help book more travel to the USA. . Insider Guides road trip itinerary ideas provide inspirational and bookable road trip itineraries. . Brand USA’s Travel Trade Toolkit offers images, videos, print ads, and banner ads, which agents can customize to their individual needs. To access images and videos, agents must have a MediaValet account. New users can register here. . USA Discovery Program is Brand USA’s online training platform. . GoUSA TV is what Brand USA calls the premier travel entertainment streaming platform. It’s available on GO Transit, Plex, Reach TV, iOS, Android, Android TV, Roku, Apple TV, Amazon Fire, and Google Chromecast without a subscription, fees, or login required. Launching new programming on a monthly basis, the GoUSA TV lineup inspires travellers to explore the USA’s must-see places, great outdoors, foodie hot spots, and road trips.
“I'm more optimistic than I’ve ever been about a future that’s a little brighter.” Discover the World to handle SIA's sales and marketing across Canada
TORONTO — Discover the World is taking over responsibility for sales and marketing across Canada for Singapore Airlines, effective July 1, 2021.
The move follows retirement news from Les Kovacs, SIA's Sales Manager Canada.
Discover the World has provided sales representation to Singapore Airlines in Mexico for over 25 years, and more recently in Czech Republic and Slovakia.
Building on the foundation that Singapore Airlines has established in Canada, Discover the World will leverage its local knowledge to continue to grow awareness of Singapore Airlines, and increase revenues, says Discover the World's CEO, Ian Murray.
“We are extremely proud to play such an important role in the representation of Singapore Airlines in the Canada market and are very much looking forward to bringing our deep market knowledge and experience into play,” says Murray.
Singapore Airlines has been ranked as the world's best airline by Skytrax four times and has topped Travel & Leisure's best airline rankings for more than 20 years. The airline is known for its industry-leading service and amenities across all cabin classes.
Says Jane Clementino, Director of Discover the World Canada: "This is an exciting opportunity! Singapore Airlines is a premium brand and continues to set the bar for all airlines globally. The Canadian Discover the World team is well positioned to strategically grow sales and provide exceptional service with our national coverage, dynamic partnerships and extensive expertise.”
Chee Chian Seah, SIA's VP Western USA, adds: “For decades, Canada has been an important market for Singapore Airlines, and we are confident that this new appointment will continue to build on our long-standing tradition of providing expert, personalized support to our industry and trade partners. SIA remains firmly committed to the Canadian market and to continuing to be of service to travel agents, corporate travel managers, and to business and leisure travellers throughout the country.”
Sandals Royal Bahamian announces further expansion, now opening in January
MONTEGO BAY — Sandals has pushed back the reopening date of Sandals Royal Bahamian to allow for the completion of further enhancements to this award-winning, private-island Bahamian resort.
Originally scheduled to reopen on Nov. 4, Sandals Royal Bahamian in Nassau will now reopen its doors on Jan. 27, 2022 following a multi-million-dollar renovation that now includes an innovative new concept called Coconut Grove. In addition to the already-announced river suites and refurbishment of over 200 rooms and suites, Coconut Grove will be an expansive lounge area that will complement the resort’s latest innovations.
A reimagination of its famed private island, Sandals Cay, the new area will be shaded by coconut palms and feature a new gastronomic experience.
The resort will remain closed while construction is underway so as not to intrude upon the guest experience.
“Moving the opening date from Nov. 4 was a very difficult decision,” said Sandals Resorts International (SRI) Executive Chairman Adam Stewart. “While we could reopen much of the resort, worldwide demand for commodities and supply chain disruptions are delaying our ability to complete the project’s full scope. Keeping this hotel under wraps until it is absolutely ready is the right thing to do. We’re in an environment of great expectation and when our guests arrive, it will be a place of Caribbean calm and cool that will definitely have been worth the wait.”
Guests with reservations at Sandals Royal Bahamian during its closure will be accommodated at the available Sandals Resorts location of their choice including Sandals Emerald Bay in Great Exuma for guests wishing to keep their reservation in the Bahamas. Sandals will assume all airline change fees.
For more information contact your local Sandals BDM or call Inside Sales at 1-800-545-8283. TORONTO — What better way to celebrate Canada Day and the start of summer than with a contest?
Visit North Carolina wants to wish all of its travel agent partners a Happy Canada Day – and to do that, they're launching a contest with travel agents in mind.
To enter, visit the contest landing page at https://www.travelweek.ca/ contests/get-back-to-a-better-placein-north-carolina-contest/, where you'll find a question about North Carolina. Then head to VisitNC.com - that's where you'll find the answer. Go back to the contest landing page and enter your answer for your chance to win. It's that easy!
The contest runs June 30 – July 25, 2021.
Here's the prize, valued at Cdn$4,000: a holiday for two to North Carolina with airfare, car rental and hotel. “The trip could be your ticket to get back better place, to restore inner peace and inspire the return of your own best self,” says Visit North Carolina.
The prize trip showcases North Carolina to full effect. It starts with time in Raleigh, a city to savour for culinary excellence, in everything from barbecue to farm-fresh fare from celebrated chefs. Then it's time to go with the flow of craft beer and creativity on a journey from a downtown humming with energy to a museum park that expands the mind across 65 hectares. Next up: the Outer Banks, a destination shaped by the winds. Wondrous beauty and monumental history await with dune-lined beaches, towering lighthouses, and adventure borne on air and water.
Ready to get back to a better place, and find yourself in North Carolina? Start at VisitNC.com.
And for more North Carolina vacation inspiration, check out these trip ideas from Visit North Carolina...
Immersive mountain beauty: Lighten your load of worries as you hike to the loftiest peaks in Eastern North America and drink in the view at hundreds of waterfalls.
Beaches that sweep you off your feet: Dunes line a 515-kilometre Atlantic shoreline where wild horses, climbable lighthouses, and adventure plays out on land, in the water and in the air.
Cities of invention (and reinvention): Take inspiration from artists, scientists, and culinary craftsmen who shape forward-looking experiences from the storied past.
Glorious golf: Place yourself on courses designed and played by the best in the sport. In the Pinehurst area, the 'home of American golf,' find the fabled Pinehurst No. 2 among 40 courses in a 25-kilometre radius. The Brunswick Islands offer more than 30 championship courses, and the mountains tee up jaw-dropping views at Sequoyah National in Cherokee, the Omni Grove Park Inn in Asheville, and other spots.
Paddle boarding at North Carolina's Hammocks Beach State Park
Win a trip to North Carolina with Visit NC's new contest for travel agents
TORONTO — Add Switzerland and Germany to the list of European countries that have reopened to fully vaccinated Canadian travellers.
Pascal Prinz, Director Canada for Switzerland Tourism, says the Swiss government has outlined the return to normality after the global pandemic including the complete opening to international guests and the full opening of tourist infrastructures including restaurants, events and leisure facilities.
Switzerland Tourism is already actively present in Toronto to provide information about existing protection measures and rules, as well as travel opportunities in Switzerland for the summer and autumn 2021, Prinz adds.
“We are very happy to welcome fully vaccinated Canadian guests back in Switzerland. Our campaign with Vancouver-based photographer Callum Snape showcases why Canadians will love
reconnecting with friends and family in the heart of Europe. Hike and bike in the Swiss Alps, explore our boutique towns, swim in our turquoise lakes, discover in our four language regions and ride our scenic trains along palm trees and stunning glaciers,” says Prinz. Canadians who can prove that they are fully vaccinated can now travel to Switzerland without quarantine or PCR tests. Upon return to Canada local regulations apply. Canada’s new eased restrictions for fully vaccinated Canadians take eff ect July 5. More information about Switzerland reopening to fully vaccinated Canadian travellers can be found at MySwitzerland.com/trade. Germany is also allowing entry of fully vaccinated travellers, from countries outside of the EU. According to an update sent out by Anja Brokjans, Director, German National Tourist Offi ce in Canada, 14 days after they received their last required vaccine dose, travellers may enter Germany for any valid purpose – e.g. as a tourist or to visit family and friends – provided that they meet the general HKS_7x4-875in_EN_062021_op.pdf 1 8/6/2021 14:15:59 requirements of residence law according to the German Embassy.
Travellers need to have been vaccinated with one of the vaccines listed on the website of the Paul-Ehrlich-Institut to benefi t from the eased restrictions.
Currently, only vaccines approved by the European Medicines Agency (EMA) are recognized (https://www.pei.de/ impfstoff e/covid-19). More vaccines that off er a similar level of protection will be added to the list as soon as the necessary evaluations are completed, says Brokjans.
Entering Germany from virus variant areas of concern is still not permitted. The rules of the Ordinance on Coronavirus Entry Regulations (CoronavirusEinreiseverordnung), including the ban on transport from areas of variants of concern, continue to apply in full, says the GNTB.
More information, in particular about the requirements for proof of vaccination, is available on the BMI website at: https://www.bmi.bund.de/ corona-faqs.
The GNTB's 2021 international campaigns, just recently launched, are: German.Local.Culture, Feel Good and German.Spa.Tradition.
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Sunwing prepares for takeoff with sun destination flights from Toronto and Montreal
TORONTO — Sunwing plans to resume partial service to select sun destinations from Toronto and Montreal, starting July 30, 2021.
Sunwing’s initial lineup of destinations includes Cancun, Punta Cana, Varadero and Montego Bay.
Sunwing’s initial flight schedule from Toronto Pearson International Airport will be as follows: • Between Toronto and Cancun, on
Fridays and Sundays starting July 30, 2021 and on Saturdays starting August 21, 2021 • Between Toronto and Punta Cana, on
Saturdays starting July 31, 2021 and on Fridays starting Aug. 20, 2021 • Between Toronto and Varadero, on
Mondays starting Aug. 2, 2021 • Between Toronto and Montego Bay, on Sundays starting Aug. 22, 2021
The initial flight schedule from Montréal-Trudeau International Airport will be as follows: • Between Montreal and Cancun, on
Fridays and Sundays starting July 30, 2021 • Between Montreal and Punta Cana, on Saturdays starting July 31, 2021 • Between Montreal and Varadero, on
Mondays starting Aug. 2, 2021
Additional flights and routes may be added in the coming weeks to reflect consumer demand. Travellers can also look forward to more gateways and destinations for the fall/winter season, with departures onboard Sunwing Airlines from various Canadian cities beginning in October 2021.
With the company’s Safe with Sunwing commitment, clients can travel with peace of mind knowing that the highest Canadian standards are in place throughout their entire vacation experience. Safe with Sunwing was developed under the advisement of global healthcare leader Medcan.
In addition, customers who book between now and July 5, 2021 will receive complimentary COVID-19 Emergency Medical Insurance for departures until Oct. 31, 2021.
“After a difficult year, we’re excited that Sunwing Airlines will be returning to the skies with initial service from two of our busiest gateways,” said Andrew Dawson, President of Tour Operations for Sunwing. “With vaccines rolling out across the country and borders reopening, we’re seeing a significant increase in demand for travel nationwide. We’re excited to be offering our customers frictionless vacation experiences under our wing and helping them return to the tropics safely and responsibly under our Safe with Sunwing commitment.”
Carnival's adding two more ships to its fleet by 2023
MIAMI — Carnival plans to grow its fleet by two additional ships by 2023.
The cruise line will take delivery of an Excel-class ship that had previously been assigned to sister line AIDA Cruises that will arrive in late 2023.
Carnival will also take ownership of Costa Magica from Costa Cruises. That ship will go through a dry dock, renaming and Carnival-branded conversion and join the fleet by mid-2022.
These two ships are in addition to the new capacity growth represented by Mardi Gras, Carnival’s first Excel-class, liquefied natural gas (LNG)-powered ship which starts sailing from Port Canaveral on July 31 and sister ship, Carnival Celebration, which will be delivered and sail from Miami starting in late 2022, as part of Carnival’s 50th birthday festivities.
The addition of these four ships will bring the Carnival fleet to 27 by yearend 2023.
“We are excited about these additions to our fleet which reflect the strong position that Carnival has established in the U.S., the pent-up demand we continue to see for cruise vacations, and the overall plans by Carnival Corporation to optimize capacity and growth in key markets,” said Carnival's President, Christine Duffy. “While our immediate focus is on our restart of guest operations this summer, this is another cause for excitement at Carnival, and we will be announcing more detailed plans about homeports, itineraries and ship names very soon.”
Meanwhile Carnival's parent company, Carnival Corporation, announced that eight of its nine brands are resuming guest operations in the U.S., Caribbean and Europe, with sailings announced on 42 ships to date through the end of fiscal year 2021. The lineup of currently planned sailings represents 52% of the corporation’s total fleet capacity returning by the end of the fiscal year.
"For all of our brands, our highest responsibility and top priorities are always compliance, environmental protection, and the health, safety and well-being of our guests, our shipboard and shoreside employees, and the communities we visit," said Roger Frizzell, Carnival Corp.’s chief communications officer. "We are excited to see eight of our world-leading cruise line brands sailing this summer, and to date, we’ve announced over half of our capacity returning by the end of the fiscal year, as we work to meet significant pent-up demand for cruising and get back to what we do best – serving our guests with one of the world's most popular vacations."
