Travelweek - March 25th, 2021

Canada’s Travel Trade News March 25, 2021 travelweek.ca

At long last Cruising finally set to resume with Crystal and Royal Caribbean sailings in The Bahamas pg. 12 & 15

The biggest challenge agents face today

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One year later: Agents tell us about the biggest challenge they face today TORONTO — The challenges travel agents face today are quite different from those at the beginning of the pandemic. In those early days and weeks last March, much of their focus and energy revolved around the three R’s: Repatriation, Refunds and Rebookings.

But now, a full year later, those challenges have presumably – and hopefully – subsided, for the most part.

As the travel industry heads into year two of the pandemic, longstanding issues remain, namely border closures, government-mandated quarantines and ever-changing entry requirements from country to country. But we wanted to know, how are these industry-wide concerns impacting front-line agents on the ground, on a day-to-day basis?

What challenges are they up against now, as bookings start to trickle in after a year-long hiatus from travel?

“The biggest challenge we will have is managing the rising demand for travel when there is still uncertainty regarding timing of border reopenings, quarantine restrictions and vaccination requirements,” says Ian Elliott, VP Sales and Marketing, TravelOnly. “Clients booking into the last quarter of 2021 and into 2022 have many unanswered questions about what the travel landscape will look like. This means our clients are hesitant to commit. Fortunately, many of our supplier partners have flexible payment and cancellation policies, which are helping with future bookings.”

In the short term, Elliott thinks the fallout from potential airline refunds will pose an even more significant challenge for agents. The federal government first announced in November 2020 a bailout package for Canada’s airlines with the condition that airlines provide refunds to passengers, a move that could trigger up to $200 million in commission recalls for travel agents.

Discussions between the federal government and airlines are said to be in the final stages.

“Although we support this effort for our clients,” says Elliott, “this will have a devastating effect on travel advisors and their agencies without guaranteed protection of commissions on the refunds.”

On the cover: Royal Caribbean's Perfect Day at CocoCay / Credit Royal Caribbean

By Cindy Sosroutomo

Michelle Suggett, VP Retail at Flight Centre Travel Group, tells Travelweek that the biggest challenges for agents are now two-fold.

“The first is keeping up with the ongoing changes and updates with COVID-19 requirements, both for trav-

“With the worst behind us and the best in front of us, we need to make sure our people find time to catch their breath and recharge as we get ready for the expected spike in demand.” ellers returning home and for various destinations,” she says, adding that Flight Centre has set up a communication task force to monitor changes and relay information to agents as soon as they’re made available.

“The second part has proved even more challenging and that is COVIDfatigue,” added Suggett. “It started

with assisting thousands of clients to get home as borders were closing and flights were being cancelled, followed by working through hundreds of thousands of rebookings and cancellations over the past several months. With the worst behind us and the best in front of us, we need to make sure our people find time to catch their breath and recharge as we get ready for the expected spike in demand. We are encouraging our people to use their holidays and our in-house wellness consultant is providing health challenges and tips to keep them motivated and focused on their mental health.”

Despite the challenges, both Elliott and Suggett say that agents are feeling optimistic and showing resolve and resiliency. “They love this industry and they recognize that we are on a precipice of a rebound in travel that hasn’t been seen before,” says Elliott. “The powerful desire to travel post-Covid, coupled with the renewed understanding of the value of travel advisors, will help our businesses for many years to come.”

We asked travel agents what the biggest challenge they’re currently facing heading into year two of the pandemic, here’s what they had to say: March 25, 2021 | TRAVELWEEK | 3

TOP NEWS Joanne Saab, Travel Only, Travel Consultant, Ancaster, ON “I think the biggest challenge remains the uncertainty. Clients are ready to travel but they are still uncertain when they will be able to complete their vaccinations (if they are choosing to receive them), what will countries require for travellers to enter, when the CanadaU.S. border will reopen, and when the two-week quarantine will be lifting for returning travellers. All of these questions make it difficult for people to pull the plug and make concrete plans. The desire to travel is there – the question remains about the ‘how’ of it all.

“On the agent side of things, there’s still the uncertainty around airline bailouts and if this will mean another round of large-scale commission recalls. That anxiety is always in the background as well.”

Louie Di Tacchio, Owner, Progress Travel Plus, Ajax, ON “The biggest challenge for travel agents is being up to date on border closures and testing mandates, vaccine requirements, the various coronavirus variants, quarantine requirements upon your return, as well as rules and regulations of various airlines, tour operators, hotels, insurance policies and safety protocols. We must keep up with day-to-day changes in all destinations, guide consumers through available options and have a Plan B available at a moment’s notice, should arrangements be disrupted.

“I’m also still dealing with challenges surrounding the cancellations that were made, not to mention insurance claims, credit card chargebacks, and a cancelled wedding group and rescheduling.

“Moving forward, we as agents will have to spend more time with consumers to make them feel confident about travelling again. I know that travel will once again come back in time, in late 2021 and 2022. What most consumers are saying is that they will travel once Got a story idea? Questions or comments? Write to us at editorial@travelweek.ca

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they are vaccinated and the government lifts these crazy quarantine rules.”

Teresa Simon, Senior Travel Advisor, Vision Travel Solutions, Paris, ON “We are getting busier at work, which is awesome. But I’d say our biggest challenge right now is predicting when people will be able to travel. I am busy with lots of bookings for Winter 2022 and we have been getting interest in Europe for summer 2022 and beyond.

People would love to go this year but with the slow rollout of the vaccines and changing government policies, it just isn’t going to happen until at least the fall of 2021.”

Angelina Pickering, Forest Travel Service, Forest, ON “Our biggest challenge right now is just getting the bills paid and staying on top of credits, credit extensions, refunds and rebooking trips further into the future to ensure clients are getting the trips they want before they aren’t available. It’s been a full year of almost no bookings, which leads to very little income to keep by business going.

“We are booking a lot for 2022 and have some things booked for later this year. But we are definitely still dealing with challenges from last year. At first clients were fine with a credit but now, a full year into the pandemic with no end to the travel bans in sight, people want their money back. We’re trying

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our best to get it for them but there are all kinds of fees now just to have your money given back to you, which hardly seems fair.”

Ocean Phi Long Le, Manager, Bodad Travel, Toronto, ON “As an agent, we see conflicting opinions on travel’s restart, vaccinated passports, refunds and credits. I’ve come to understand that we must have a fluid approach and ensure our clients know this. What policies and procedures we know today can easily change in a matter of days. This year has been about keeping clients informed of these changes to their cancelled bookings and how they affect them. Keeping clients in the loop is paramount to ensuring they are not left in the dark and feeling ripped off.

“One positive change for those who need to travel is the removal of airline change fees. Most air bookings come with one free change, which helps clients better prepare in case of last-minute policy changes from the government.

“I hope travel companies continue to offer clients peace of mind with flexible terms, reduced deposit amounts, extended final payment due dates, transferability and upgrades, to name a few.

These added values will help clients move forward in booking and assist agents to increase sales.”

CONTENTS COPYRIGHTED We acknowledge the financial support of the Government of Canada.

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For circulation inquiries please email circulation@travelweek.ca

4 | TRAVELWEEK | March 25, 2021

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Your new Travelweek.ca has arrived

TORONTO — An informed, reliable and up-to-the-minute news source is crucial in these challenging times. Staying on top of the latest travel industry updates is more important than ever.

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Travelweek’s new-look website at Travelweek.ca delivers all the in-depth reporting that travel agents and the trade have relied on for close to 50 years, with a brand new high-impact, high-function design.

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The redesigned Travelweek.ca is an ideal complement for Travelweek Daily, also sporting a new look, & Travelweek magazine, now in digital format.

“Travelweek is known for its print magazines. But we have invested heavily in our digital products too, for more than 20 years now. Between travelweek.ca and Travelweek Daily we’re a leader and an innovator as a digital news source for the Canadian travel industry,” says Devin Kinasz, Publisher of Travelweeek. “And now our beautiful new website showcases our digital offerings even more.”

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TOP NEWS

Can employers mandate COVID vaccinations?

Can employees refuse? Here’s a Q&A

by Kathryn Folliott TORONTO — Working from home has gone from novelty to reality for much of Canada’s workforce over the past 12 months.

Now with Canada’s vaccination rollout gaining momentum, more than a few employees (and employers) are wondering about the eventual return to a traditional office environment.

These are early days, and like everything else with the pandemic, the return to offices won’t happen overnight.

And no doubt some employees will decide to make working-from-home a permanent switch. But there will come a day when work life starts to look a bit more typical.

Which got us wondering: post-pandemic, can employers ask employees to get vaccinated for COVID-19 before they return to the office - or a travel agency, in the case of travel retailers?

And can an employee refuse? And are there resources for employers and employees who need advice on how to handle these situations?

We first reached out to HR à la carte, which has partnered with ACTA on several of its webinars during the pandemic.

HR à la carte in turn referred us to Goulart Workplace Lawyers.

Jennifer Philpott, an Associate with Goulart Workplace Lawyers, answered our questions for this Q&A. Q. Why are questions around mandating the COVID-19 vaccine in the workplace an issue?

Philpott: “One year into the COVID-19 pandemic, Canada is in the early stages of its vaccine rollout. With the lingering economic downturn caused by the pandemic, it is no surprise that employers have started to consider the possibility of implementing a vaccination policy in the workplace.

“Mandating that workers receive a COVID-19 vaccine has been a polarizing issue for several reasons. First and foremost, vaccinations require a delicate balancing of employer health and safety obligations and workers’ rights under contract, privacy, and human rights legislation. While many individuals are eager to receive their vaccine and to return to pre-March 2020 ‘normal’, others are skeptical of the efficacy 6 | TRAVELWEEK | March 25, 2021

of COVID-19 vaccinations.

“While legal precedent exists for mandating the influenza vaccine in certain unionized sectors such as healthcare and long-term care, the issue of mandatory COVID-19 vaccination policies has not been the subject of a legal challenge. As a result, there remains great uncertainty as to what a mandatory COVID-19 vaccination policy could entail.”

Q. Can employers compel their workforce to receive a COVID-19 vaccine?

Philpott: “As things stand, the answer is generally no. As a result, employers must allow workers who refuse to receive the COVID-19 vaccine to continue working.

“There may be an argument for mandatory vaccination in sectors or industries where an employer’s workforce comes in close contact with vulnerable populations. If an employer’s health and safety considerations justify mandating vaccination, such a policy would be subject to limits and must be tailored to risks associated with the specific workplace environment.

“As mentioned above, mandatory influenza vaccination policies have been approved in unionized workplaces,

such as hospitals. Historically, arbitrators have allowed these policies where the policy is: 1. Consistent with the exiting collective agreement; 2. Reasonable in the circumstances; 3. Clear and unequivocal; 4. Brought to the attention of affected workers, including specifically as it relates to the potential for disciplinary measures in the event of non-compliance; and 5. Consistently enforced from implementation onwards.

“These factors are a useful guide for non-unionized employers to consider when deciding whether to implement a vaccination policy in the workplace.

“Concerning the travel industry, an argument could be made that employees regularly come into contact with vulnerable populations, notably older individuals who seek out in-person assistance with travel arrangements.

“Ultimately, implementing a mandatory vaccination policy in the workplace poses a risk to employers, as it remains to be seen whether they will be upheld as reasonable by courts. Employers are within their rights to encourage members of their workforce to receive the vaccine as an effective measure to prevent the spread of COVID-19.

TOP NEWS Q. What can employers do if workers refuse to receive a COVID-19 vaccine?

Philpott: “If an employee refuses to take the vaccine and is subsequently terminated for cause, they may bring a claim for damages arising from wrongful dismissal. A worker (including employees, independent contractors, and dependent contractors) may refuse to receive the vaccine on the basis of a protected ground of discrimination under the such as disability or religion/ creed under the Code.

“Employers are entitled to ask reasonable questions to the extent necessary to verify a worker’s claim. Once the worker’s claim is verified, the employer must accommodate the worker to the point of undue hardship based on cost or health and safety. A worker who faces discipline, reprisal, or adverse treatment for refusing the vaccine on the basis of a protected grounds under the Code may bring an application to the Ontario Human Rights Tribunal. Workers who refuse the vaccine must continue to comply with social distancing/ masking policies and masking by-laws.”

Q. Can employers request proof of vaccination from workers who receive a COVID-19 vaccine?

Philpott: “Yes, an employer may request proof of vaccination from workers who receive the vaccine if the request is made in good faith and is reasonably necessary for reasons related to safety.

“Any medical or personal information obtained in order to verify a claim should be held by the employer’s human resources team for safe keeping. Requests for medical information should intrude as little as possible on a worker’s privacy.”

Q. Who should employers turn to for guidance?

Philpott: “Employers who are considering implementing a mandatory vaccination policy for COVID-19 should contact an employment lawyer to ensure that the policy is appropriate, reasonable, and does not infringe on the rights of workers.”

Jennifer Philpott can be reached at jphilpott@goulartlawyers.ca. Goulart Workplace Lawyers can be reached at (289) 856-1108.

TICO to waive renewal fees and Comp Fund payments April 1, 2021 - March 31, 2022

TORONTO — TICO is offering registrants additional financial support in the form of a second fee waiver.

“We recognize that the impact of the COVID-19 crisis continues to cause registrants severe financial strain,” says TICO in its latest Registrar Bulletin.

“We are pleased to share that the Ontario Government will be providing new funding to the Travel Industry Council of Ontario (TICO) so that we can assist travel agents and wholesalers through these difficult times. This financial support will also allow TICO to maintain a focus on its important consumer protection mandate.”

With the new financial support, says TICO, travel agents and wholesalers will see their annual registration renewal fees and Travel Industry Compensation Fund payments (Form-1) waived April 1, 2021 - March 31, 2022.

“This will allow registrants to focus on their priority business needs without the added financial stress of meeting certain payment obligations with TICO,” notes the bulletin. The waiver applies to all registrants registered with TICO as of March 31, 2021.

Registrants subject to the waiver are still required to complete and submit their Registration Renewal Form (without payment) and their Form-1 (without payment) by the filing deadline.

“The travel industry has been hard hit during the course of this pandemic.

That is why we are providing additional funding to ensure that TICO is able to continue their operations. This funding will also enable TICO to provide some

support to registrants through the waiver of registrant fees,” said Lisa Thompson, Minister of Government and Consumer Services.

“We all look forward to a time when we can once again enjoy travel with friends and family; that means ensuring travel agents and wholesalers are supported as our economy recovers,” added Thompson.

Says Richard Smart, TICO’s President and CEO: “TICO appreciates the continued support of the Ontario government in the provision of financial assistance. We remain focused on maintaining consumer protection and effective regulation of Ontario’s travel industry despite the persistent and extraordinary challenges brought on by COVID-19.

“We value the opportunity this assistance affords in enabling us to continue supporting our registrants during this difficult time,” said Smart.

This financial relief is in addition to a similar fee waiver for registrants implemented last year for fees owing between April 1, 2020 and March 31, 2021.

As noted in the bulletin, “The Ontario government and TICO recognize that registrants may require additional financial support during the pandemic to assist with business recovery efforts. This fee waiver is in addition to other COVID-19 relief programs provided by the province, which can be www.covid-19.ontario.ca/covid-19help-businesses-ontario.

March 25, 2021 | TRAVELWEEK | 7

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WORLD NEWS

AIRLINES Turkish Airlines is reporting promising traffic results during the pandemic, with an average 603 flights per day to 208 destinations – and counting. Although this represents a 52% decline from 2019 levels, it’s significantly more than any of its major competitors in Europe, says the airline.

Also notable is the fact that it achieved these results with no government bailouts or staff layoffs. For the full 2020 calendar year, Turkish Airlines flew 28 million passengers, with a load factor of 71%, and managed to maintain a robust route network and provide vital connectivity during these uncertain times. Turkish Airlines operates out of Istanbul Airport, which has reported a 68% loss in traffic due the pandemic. However, despite this downturn, the airport still outperformed its competitors and was named Europe’s most successful airport in December 2020, a result buoyed

by Turkish Airlines’ overall performance.

The German National Tourist Board (GNTB) has announced that GTM Germany Travel Mart 2022, will take place May 2-4 in Oberammergau for the first time, ahead of the highly anticipated Passion Play. The once-in-a-decade play, one of Germany’s most well-known trademarks, was postponed in 2020 due to the global pandemic and has been rescheduled for 2022. “We are looking very much forward to the atmosphere of face-to-face communication in the unique backdrop of Oberammergau in the Bavarian Alps,” said Petra Hedorfer, Chairwoman of the Executive Board for the German National Tourist Board (GNTB). This year’s GTM will take place virtually on April 27-29, registration is now open at www.germany.travel.

TOURISM The World Travel & Tourism Council (WTTC) will be hosting its annual Global Summit on April 25-27 in Cancun with the theme ‘Uniting the World for Recovery.’ This year’s event will have a hybrid format, both in-person and virtual. Speakers from around the world will be taking part, including business leaders from Carnival Corporation, Hilton, Marriott, Meliá, Expedia Group, Royal Caribbean Cruises and more. Former President of Colombia and 2016 Nobel Peace Prize winner Juan Manuel Santos will also be taking the stage. WTTC will be launching its ‘Women Empowerment Declaratory’ at the Summit with hopes that its 200 private sector members will join. The initiative aims to reduce the gender gap in Travel & Tourism.

Cuban vaccines

DESTINATIONS Cuba is aiming to manufacture enough doses of COVID-19 vaccines by August to vaccinate its entire population, said Dr. Eduardo Martinez, president of BioCubaFarma. One of the four vaccines currently in development is Soverana2, which is in the final phase of testing. Developed in Cuba, the protein-based vaccine takes into consideration the emergence of new variants of COVID-19. Unlike Moderna and Pfizer vaccines, Soverana2 does not need to be stored in deep freeze. “We are happy to hear about the vaccine rollout in Cuba by the end of summer, we can see the light at the end of the tunnel,” said Lessner Gomez, Director of the Cuba Tourist Board in Toronto. “With the entire population vaccinated, Cuba will be safer than ever and ready to receive Canadians when travel restrictions are lifted.”

10 | TRAVELWEEK | March 25, 2021

Azamara ship out at sea

CRUISE LINES Azamara has announced the name and vessel handover of its new ship, Azamara Onward. The handover, which took place on March 15, coincides with Azamara’s transition into an independent brand and cruise company. The name Azamara Onward, which represents moving forward in space or time, is meant to evoke feelings of resilience, positivity and the endless possibilities of the future. As a whole, the name reflects the brand’s trajectory to its next chapter. Azamara Onward will join the brand’s existing fleet, which includes Azamara Pursuit, Azamara Journey and Azamara Quest. The newly purchased vessel, currently docked in Civitavecchia, will receive an extensive renovation and is scheduled to sail for its inaugural season around Europe in 2022.

Paul Gauguin Cruises has unveiled the newly renovated The Gauguin, now boasting environmental upgrades and a new Polynesian flair. In addition to the elimination of the use of heavy fuel oil in favour of a much cleaner fuel, The Gauguin now features new water treatment and consumption optimization as well as energy-saving initiatives. Onboard, all staterooms and suites have been fully renovated, as well as Le Grand Salon, three restaurants, the Piano Bar, La Palette Lounge, Spa and Salon, Boutique, Pool Deck and Reception area. Amenities have also been enhanced to include complimentary unlimited Wi-Fi and a virtual museum of over 150 paintings of artist Paul Gauguin.

The Gauguin will sail throughout the South Pacific, including Tahiti, Bora Bora and more, following the renovation.

NEWS IATA AGM POSTPONED; DE JUNIAC READY TO MAKE WAY FOR WALSH In other news IATA announced that its 77th annual AGM and World Air Transport Summit has been postponed.

The event, originally June 27-29, 2021, is now scheduled for Oct. 3-5, 2021. The event will take place in Boston.

“We believe that it is vital to do all we can to meet as an industry face to face.

Doing so will affirm that airlines can safely connect the world, demonstrate our industry’s resilience, and confirm the inestimable value of in-person meetings, facilitated by aviation,” said de Juniac.

As announced in November 2020, de Juniac will step down from his role at the end of this month, and will be succeeded by Willie Walsh, former CEO of International Airlines Group (IAG), parent company of British Airways, Iberia, Aer Lingus and more. Walsh will become IATA’s eighth Director General effective April 1, 2021.

Balancing factors will keep airfares stable postpandemic, says IATA’s de Juniac GENEVA — IATA’s General Director Alexandre de Juniac told reporters on a March 17 conference call that even as travel begins to ramp up again, air ticket prices should remain fairly stable.

While some have predicted bargainbasement fares as airlines look to stimulate demand - and others say fares will skyrocket as airlines look to recoup their losses - de Juniac said balancing factors will likely keep fares from going too high or low.

As reported in the Montreal Gazette, de Juniac said: “You have contradictory issues there. On one hand, you have routes that are not served as well as they were. On the other hand, you have very weak demand that pushes prices down. The airlines desperately need some passengers, so they are doing a lot of efforts to offer promotions and to reduce the airfares. All in all, I think prices should remain stable. They shouldn’t move significantly, either higher or lower.”

IATA TRAVEL PASS SUCCESSFULLY TESTED ON FIRST INTERNATIONAL FLIGHT Meanwhile, as reported on March 16, the IATA Travel Pass digital health certification app officially took flight for the first time last week with Singapore Airlines, on its Singapore - London route.

It marks the second phase of SIA’s digital health verification process trials, which is based on the IATA Travel Pass framework.

Passengers with mobile phones running on Apple’s iOS operating system can download the IATA Travel Pass app, and create a digital ID comprising their profile photo and passport information. They can also insert their flight information into the app and book their pre-departure COVID-19 test at one of seven participating clinics in Singapore via a dedicated online portal. They can then register at the clinic using the digital ID and flight information in the app.

SIA says participants will need to show their confirmed status in the app to the check-in staff in Changi Airport before flight departure. In line with current regulatory requirements, they will also need to bring a physical copy of their health certificate that is issued by the clinic where they took their COVID-19 test.

THAI Airways and THAI Smile have come onboard with the IATA Travel Pass too. Other airlines taking part in IATA Travel Pass trials include Emirates, Etihad and Air New Zealand.

Canada-U.S. border closure extended again, to April 21 OTTAWA — The closure of the CanadaU.S. border has been extended, yet again, by another 30 days.

Minister of Public Safety and Emergency Preparedness, Bill Blair, tweeted out the news on March 18.

“Non-essential travel restrictions with the United States have been extended until April 21st, 2021. We will continue to base our decisions on the best public health advice available to keep Canadians safe from COVID-19,” said Blair.

While Canada’s vaccination program is well underway, and vaccination shots in the U.S. are upwards of 2 million per day, the variants have fuelled what most are calling a third wave, and much of Canada is still in lockdown or high levels of restrictions.

As reported at Travelweek on March 15, at a press conference in Quebec, Prime Minister Justin Trudeau said that while there are “ongoing discussions” about the border, “Canada’s first priority will always be ensuring the safety and security of our citizens.”

“We’re all eager to travel again,” he said, but noted that health and safety must come first. The border reopening will happen “eventually, but not for today."

March 25, 2021 | TRAVELWEEK | 11

Reservations open for Crystal Serenity’s all-Bahamas itineraries MIAMI — Crystal Cruises has opened the books on its all-Bahamas itineraries setting sail in July 2021.

The cruise line first announced the new Bahamas lineup on March 11, making Crystal the first ocean-going cruise line to restart cruises in the Americas.

Crystal Serenity will set sail from Nassau on July 3, 2021 and from Bimini on July 4, 2021. Ports of call include Harbour Island, San Salvador, Long Island and Great Exuma. Capacity onboard the ship is capped at 900 passengers.

While the challenges for Canadians looking to travel are considerable, the new cruises will hopefully be a first successful foray into COVID-19-era cruising in the Americas.

In Europe a number of cruise lines resumed limited sailings last summer, with charters and local passengers, and more are getting ready to do so again this summer.

A Q&A in The New York Times on March 19, ‘Why U.S. cruises are still stuck in port’, notes the differences in the cruise situation on each side of the Atlantic.

Crystal says the all-Bahamas itineraries eliminate the risk of border closures between countries and offer close-tohome options for North American travellers eager to begin exploring again.

Crystals also says that the partnership with The Bahamas is also an important step toward reinvigorating tourism and support for the islands’ local communities, which have been greatly impacted by the global pandemic.

Cruise fares for the Luxury Bahamas Escapes itineraries start at US$1,999 per guest, including $500 Book Now Savings and $500 air savings along with Best Available Savings by category.

Guests will receive a $125 per person As You Wish shipboard credit with Crystal Society Savings doubling to 5%; new-to-Crystal guests saving 2.5%; and solo fares starting at 125%.

The company’s Crystal Confidence program offers a no-money-down deposit window until April 5, 2021, with a reduced deposit of 15% due at that time as part of its Easy Book program.

Travellers with Future Cruise Credits and Future Cruise Payments may redeem them on these sailings.

12 | TRAVELWEEK | March 25, 2021

Credit: Anne Kaferle and Andrew Burr

NEWS Hickman Bridge at Capitol Reef National Park, UT

Utah's 'Mighty 5' National Parks & Must-See Hidden Gems Sheer beauty on an awe-inspiring scale, and plenty of wide open space to enjoy it: this is what so many travellers will be looking for in the months to come. And Utah has it.

From A to Z, Utah’s five national parks include some of the bestknown favourites in the U.S. There might also be one or two that aren’t on your client’s radar - yet.

Here’s a look at ‘The Mighty 5’ …

ARCHES NATIONAL PARK: Just like its name suggests, this stunning national park is famous for its natural sandstone arches - over 2,000 of them. There are photo ops galore, as the warm golden hues of the rock formations provide striking contrast with the endless blue skies. Visitor favourites include the Delicate Arch and the Landscape Arch. There’s also Balanced Rock, which is exactly what it sounds like, and must be seen to be believed. Arches National Park is located just north of Moab, near Utah’s eastern border.

BRYCE CANYON NATIONAL PARK: Standing like sentinels, witness to millions of years of the Earth’s existence, the jagged hoodoos of Bryce Canyon National Park are as haunting as they are beautiful. The towering red rocks also provide a playground for the many varieties of wildlife - from Rocky Mountain elk to the Utah prairie dog - that call Bryce Canyon home. At elevations of up to 2,773 metres, this park offers cross-country skiing and snowshoeing in the winter - and hiking and horseback riding in the summer.

CANYONLANDS NATIONAL PARK: At more than 337,597 acres, Can-

yonlands is Utah’s largest national park. It’s also where visitors will find Mesa Arch, the star of so many photographs in Canyonlands’ Island in the Sky district. To take the road less travelled, visit Canyonlands’ Needle District where you are on the canyon floor looking up at astonishing rock formations.

CAPITOL REEF NATIONAL PARK: You’ve heard of a wrinkle in time - but how about a wrinkle on the earth?

Also known as a geologic monocline, the 100-mile long ‘Waterpocket Fold’ in Capitol Reef National Park has cliffs, canyons, domes and bridges.

Also of note: the 35-kilometre Capitol Reef Scenic Drive has vistas galore.

ZION NATIONAL PARK: It was Utah’s first national park, and it’s also one of the top three most-visited national parks in the U.S. Larger-than-life Zion National Park has a lot to live up to, and it delivers, with soft-hued sandstone cliffs glinting pink, white and red in the brilliant sunshine. Zion’s other charms include Angels Landing, The Narrows and the Emerald Pools Trails.

Beyond the Mighty 5, Utah has an additional seven national monuments and recreation areas, and 44 state parks, including gems like Glen Caynon National Recreation Area and Lake Powell, Grand StaircaseEscalante National Monument, Monument Valley Navajo Tribal Park, San Rafael Swell and Snow Canyon State Park.

For more information check out VisitUtah.com.

NEWS

Unifor’s Dias and others step up calls for a national recovery plan for Canada’s airline industry TORONTO — More than four months after the federal government announced the start of talks on a financial assistance package for the airlines - and at the one-year mark for the shutdown of the airlines and travel industries - there are increasingly urgent calls for the government to take action.

In a Facebook Live on March 16, Unifor National President Jerry Dias noted the one-year anniversary since Canada’s borders closed to non-essential travel, putting the aviation and travel industries in a tailspin. “It’s been a year since capacity plummeted, and travel ground to an almost complete halt,” he said.

“We've worked with employers and experts to present sensible options for the government," said Dias. "One year of inaction is a shameful anniversary. What is the federal government waiting for?”

Unifor is Canada's largest union in the private sector, representing 315,000 workers in every major area of the economy, including the airline industry. In recent weeks Dias has given multiple interviews with the consumer media, highlighting everything from Air Canada’s commitment to offer refunds as a condition of a bailout (Air Canada has already refunded more than $1 billion in refundable tickets since the start of 2020), to the bailout price tag, potentially as high as $9 billion.

“Look, we get it. The governments were erring on the side of caution as they should,” said Dias in his Facebook Live. “They were preoccupied with the pandemic as they should have been.

But we’re in a critical situation today where we are really demanding action.”

Thousands of aviation industry workers have lost their employee benefits, or been laid off, he said.

“It’s been devastating for so many people and we’ve been told, countless times, the solution is imminent, that the government’s plan will be rolled out shortly. The reality is, it hasn’t been rolled out at all. We’re still waiting.”

The federal government announced the start of discussions for a financial assistance package for Canada’s airline industry on Nov. 8, 2020. More than

four months later, there’s still no final word on the package, although all indications, from ACTA to reports in the consumer press, suggest talks are in the final stages.

“It’s been over a year that we’ve been calling for action. A year we’ve been saying to the government, there’s going to be grave effects if there’s no plan,” said Dias.

The airline industry also needs time to ramp up capacity, to meet demand for when travel begins again in earnest, he said.

“We need a national recovery plan,” said Dias in his Facebook Live. “And we need to make sure the capacity is there.” Canadians are ready to travel, he added. “There’s no plan in place to make sure the capacity will be there.”

Dias noted that worldwide, governments have assisted their airline industries to the tune of $150 billion.

“To date Canada has contributed less than $2 billion,” to help the Canadian airlines industry, he said, adding that “of all the G7 countries, only Italy has contributed less.”

TIME IS TICKING Meanwhile in a column in the Toronto Sun, economist and Director of Operations for the Montreal Economic Institute, Miguel Ouellette calls out the federal government for taking so long to come to the airline industry’s aid.

He too points out that especially among G7 nations, Canada is lagging in its help for the airlines, putting Canada at an economic disadvantage.

Time is ticking, the airlines have lost billions and there’s an urgent need for

the government’s financial assistance package, now, he says. Ouellette also calls for the loosening of travel restrictions and the elimination of the threeday hotel quarantine rule.

FEDERAL FRACAS Earlier this month the federal Conservatives called on the Liberals to provide targeted financial support for several sectors hardest-hit by the pandemic, including tourism.

However, in follow-up questioning at his COVID-19 briefing on March 8 Prime Minister Justin Trudeau refused to be drawn into a discussion about targeted funding for hardest-hit sectors, saying that the federal government has provided broad financial assistance since the start of the pandemic.

When asked about financial assistance for hardest-hit sectors, Trudeau said: “Since the start of the pandemic we have delivered on our promise [to support Canadians] for as long as it takes, and as much as it takes.”

He also noted that when it comes to financial assistance from the three levels of government for Canadians amid the pandemic, “$8 or $9 of every $10 has come from the federal government.”

Trudeau added that Canada’s airlines have received more than $1 billion in support since the start of the pandemic, and support for the tourism industry has included CERS and CEWS. The federal government has also implemented the HASCAP loan program for hardest-hit businesses, including travel and tourism.

March 25, 2021 | TRAVELWEEK | 13

NEWS

Quintana Roo launches payment website ahead of new tourism fee CANCUN — Mexico’s Quintana Roo has unveiled a new payment system to allow travellers to easily pay its new tourism fee.

The fee, implemented by Quintana Roo’s State of Congress, comes into effect on April 1, 2021 and will cost international travellers approximately US$10 per person, depending on the exchange rate. Travellers can pay prior to their arrival, upon arrival or during their stay. The payment will be verified once they leave the state.

Once travellers have concluded their stay they must show their receipt at the airport prior to boarding. Those who don’t have a receipt at the airport can make the payment at that time.

Through the new VISITAX website, travellers will be able to pay the fee and obtain a receipt by filling out a form, which will request the following information: number of people travelling; name, age and passport number of each individual; departure date; and payment information.

Once travellers have concluded their stay in Quintana Roo, they must show their receipt at the airport checkpoint prior to boarding. Travellers who don’t have a receipt at the airport will receive assistance and can make the payment at that time.

For those travelling in groups, it will be possible to make the payment in one single transaction so long as each individual’s information is provided and included in the form. Individualized receipts will be provided. Visitors crossing the border to Quintana Roo via Belize by land will receive a 100% subsidy.

For more information go to www. mexicancaribbean.travel.

14 | TRAVELWEEK | March 25, 2021

Book Now Travel Later, Malaysia Awaits You: Wellness in Malaysia Why is Malaysia an ideal wellness destination? Like everything else in the country, wellness in Malaysia is influenced by both its natural landscapes and its multicultural diversity. Malaysia, through its biodiversity and bounty of cultural offerings, is able to meet the demands of wellness travellers today, which span much wider than just a day at the spa. From tranquil forest retreats, natural hot springs and volcanic mud pools, to quiet beach getaways and remote lakeside escapes, Malaysia is able to deliver a vast range of authentic experiences that wellness travellers won’t soon forget.

Global recognition The Global Wellness Institute ranked Malaysia among its Top 10 wellness tourism markets in the Asia Pacific region in 2019. Plus, according to the Global Medical Tourism Index, which assesses destinations based on attractiveness for medical travel, economy, public image, healthcare costs and quality of care, Malaysia ranks eighth in the world. This combination of excellent wellness options and state-ofthe-art healthcare makes Malaysia a worthy contender in the global wellness industry.

Connecting with nature There’s a growing trend among travellers looking to rejuvenate by being one with nature, to self-reflect whilst immersing themselves in the unspoiled beauty of Mother Nature. Renowned for its natural beauty, Malaysia boasts balmy temperatures ranging between 30-35 degrees and is home to natural landscapes that span 4,600 kilometres of coastline and 878 islands, many of which are still uninhabited and adorned with ancient rainforest that dates back some 130 million years.

Here, visitors will find majestic waterfalls, lakes, river tributaries, undulating highlands and breathtaking mountain ranges.

Unique encounters Unique wellness experiences abound in Malaysia. The destination aims to provide authentic experiences that are uniquely Malaysian, that visitors will not find anywhere else in the world.

One such experience is the ‘Urutan Malaysia’ signature massage, which combines traditional Malay, Chinese, Indian and indigenous massage techniques with herbal remedies, resulting in the rejuvenation of body, mind and soul. For more details go to urutan malaysia.com.

Promoting Wellness Malaysia promotes health and wellness offerings through its various wellness festivals, where facilitators, instructors and wellness professionals congregate from all over the world.

One such festival is ‘Murfest’, which Malaysia has been hosting for the past seven years. Considered Asia’s premier wellness and lifestyle festival, Murfest offers a transformative experience through music, dance, yoga, meditation and a combination of modern and traditional healing practices over the course of three days. For more details go to murfest.com.

Book Now Travel Later The ‘Book Now Travel Later, Malaysia Awaits You’ initiative winds down at the end of March. Travel agents are encouraged to contact partners like Canada One Travel, GOWAY Travel, Royal Scenic Holidays and SITA World Tours for information on Malaysia packages, all aimed at keeping travel alive.

NEWS

Royal Caribbean’s Adventure of the Seas restarting cruises in June

'Upsizing’ will be a big travel trend as postpandemic travel takes off, says GlobalData LONDON — Data analytics specialist GlobalData has identified ‘upsizing’ as a significant trend for post-pandemic travel.

GlobalData says that while budget constraints will be a very real concern for many coming out of the pandemic, 13% say they’re not concerned about their finances. That could translate into significant funds for major post-pandemic trips, says the company.

“With saved cash that has accumulated during the pandemic, many travellers may be planning to spend more than usual on their next trip,” says GlobalData.

Survey results show that when when global respondents were asked if they were concerned about their personal financial situation, 13% stated that they were ‘not concerned’. “Although this is still significantly less than the 34% that stated they are ‘extremely concerned’, it means that over one in ten of the global travel market could be financially unaffected by the pandemic and have even saved a considerable amount,” says the company.

Adds Ralph Hollister, Travel and Tourism Analyst at GlobalData: “Many of the travellers that make up this 13% are likely to be white-collar workers that can work effectively at home. Due to spending the vast majority of their time being confined to their homes in

the past year, the urge to travel would have built up. This urge, combined with a significant increase in savings, could mean that many of these travellers will have developed a ‘treat yourself’ mentality, to combat the impact of the pandemic which has increased boredom and frustration for many. This mentality could be present as these consumers start planning their next holiday, which could result in them spending more on room upgrades, business class flights and higher quality rental vehicles.”

“With saved cash that has accumulated during the pandemic, many may be planning to spend more on their next trip.”

Hollister says that as well as saving money on commuting, eating out and on other recreational activities, many of these consumers who have been unaffected by the pandemic have also saved by not booking a holiday last year, or by having their cancelled trip refunded. “This could mean that for their next trip, they will go bigger and better on more luxurious travel services and products. This trend could also be driven by a ‘now or never’ mentality, as when travellers have the opportunity to go on holiday, they will spend significantly more and stay for longer in case another situation like the COVID-19 pandemic reoccurs.”

MIAMI — Starting June 12, 2021, Royal Caribbean’s Adventure of the Seas will kick off its summer season with sevennight cruise getaways to Cozumel and top Bahamian ports, including two consecutive days at Perfect Day at CocoCay. Adventure of the Seas will homeport in Nassau from June-August 2021.

“This is an extremely exciting time for our brand and the industry, as a whole,” says Royal Caribbean National Account Manager, Eric St-Pierre, based in Montreal.

In an extensive 10-page FAQ about the new cruises, Royal Caribbean offers information about the new Adventure of the Seas cruises.

Here’s a sampling of questions from that FAQ: Q. What is the planned itinerary for Adventure of the Seas?

A. “Offering roundtrip 7-night sailings from Nassau, Bahamas, Adventure of the Seas will visit Cozumel, Mexico, as well as Grand Bahama Island and two consecutive days at Perfect Day at CocoCay.” Q. When will Adventure of the Seas begin homeporting in Nassau, Bahamas?

A. “In just a few short months, Adventure of the Seas will make The Bahamas her new home, offering a summer season between June through August 2021.”

Q. Who is eligible to book Adventure of the Seas’ new Caribbean itineraries?

A. “Guests of all nationalities and residencies are eligible to book. We are excited to welcome vacationers from around the globe.”

Q. What completed travel documents do guests need to board the ship? Are there other important requirements to prepare for boarding day?

A. “Travel requirements are fast evolving and vary depending on the port and country of departure. Communication will be sent to all booked guests in the 30 days before setting sail, to share the latest requirements for each departure port. Be sure to download the Royal Caribbean app, and update the contact information March 25, 2021 | TRAVELWEEK | 15

Europe invites the curious

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#Naturally Curious

I am

#Creatively Curious

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#Historically Curious

NEWS within the app profile, so that we know how to reach each guest.”

At this time, says Royal Caribbean, guests will need to provide the following: • For guests 18 years of age and older, proof of being fully vaccinated for COVID-19 • Proof of a negative SARS-CoV-2 RTPCR test result for entry into the country where you are sailing from (age requirements vary by jurisdiction) • Completed Royal Caribbean Health Questionnaire, available in the app 24 hours before sailing . Typical travel documents, including passport or any visas as required by the departure country

Air Canada’s Michael Rousseau pens first column as new President & CEO MONTREAL — In his first official communication as Air Canada’s new president and Chief Executive Officer, Michael Rousseau thanked all customers for their continued loyalty and assured them that when they are ready to travel again, the airline will be more than ready.

It’s been over a month since Rousseau took over the reins from Calin Rovinescu, who retired on Feb. 15. Prior to being named president and CEO, Rousseau served as Deputy Chief Executive Officer and Chief Financial Officer since 2018, having previously served as Exec-

Michael Rousseau President and CEO, Air Canada

utive Vice-President and Chief Financial Officer since 2007.

His first column in his new role appears in enRoute Magazine, Air Canada’s award-winning in-flight publication.

Here is his column in its entirety: “This is my first column as the new President and Chief Executive Officer of Air Canada, and I would like to begin by thanking all customers – past, present and future – for your loyalty and for choosing to fly with us.

“Although many of you have not had a chance to travel recently, we know the desire to do so remains strong. I assure you that when you are ready to fly again, we are well-prepared to carry you safely. From the very beginning of the pandemic, we have continually layered on new biosafety measures and improved upon those already in place.

All of us at Air Canada are eager to welcome you back on board.

“I joined Air Canada as Chief Financial Officer in 2007 to help the company at another difficult time in our industry, during the global financial panic. I saw first-hand how a period of upheaval is an ideal opportunity to make changes and try new things.

“In the past year, we finished the technically challenging task of installing a new reservation system to serve customers better, and we launched a transformed Aeroplan program that is a step change in terms of flexibility and reward appeal. We also made major changes to our fleet, renewing it with modern Airbus A220 and Boeing 737 MAX aircraft that are more comfortable and, importantly, more environmentally friendly, than the older aircraft we retired.

“We mostly did all this without fanfare. Still, these and other innovations, such as convenient new touchless airport processes, will be key to recovering from the pandemic and allowing us to emerge even better than before. At the same time, we will continue to deliver the superior customer service that won us the title of Best Airline in North America at eight of the last 10 Skytrax World Airline Awards.

“Leading an iconic company like Air Canada is a huge responsibility and, for a proud Canadian like me, also a great honour. I look forward to the challenge, confident that our dedicated and highly motivated team will exceed your expectations as we transport you safely to your next destination.”

Intrepid goes high-end with new Premium tour range TORONTO — Intrepid Travel has launched a new range of premium tours to appeal directly to high-end travellers.

Comprising of over 70 new trips in 40 countries, Intrepid Premium features hand-picked accommodations, private transportation, train journeys and an array of signature exclusive experiences. It was developed over the past six months as Intrepid continues to reimagine its business for a post-pandemic world. Departures start in January 2022.

Intrepid Premium features hand-picked accommodations, private transportation, train journeys and exclusive experiences.

As the world’s largest travel B Corp, responsible travel will be a core focus of Intrepid Premium trips. Most accommodations, which range from an eco-lodge in Uganda’s Bwindi Impenetrable Forest to a cave hotel in Cappadocia, are locally owned, with many using renewable and alternative energy sources. A selection of trips will also visit social enterprise projects working to promote gender equality, animal welfare, environmental sustainability and economic empowerment. As with all Intrepid Travel tours, the Premium range is also 100% carbon offset and designed to have a low environmental footprint.

Premium itineraries include the following: • 13-day ‘Premium Vietnam & Cambodia’: Priced from $4,615 per person, this itinerary travels from Hanoi to Siem Reap and includes Signature experiences like a photography coach at Angkor Wat and a candlelit dinner on deck in Ha Long Bay. Guests will also dine at three hospitality training restaurants that support marginalized youth.

• 9-day ‘Premium Peru’: This itinerary, priced from $4,415, travels deep in the Amazon jungle to a lodge where guests will meet the Ese Eja peoples March 25, 2021 | TRAVELWEEK | 17

NEWS during a community stay. They’ll also spend some time in Lima and dine at one of the best-rated restaurants in Peru.

• 15-day ‘Premium Morocco In Depth’: Highlights of this itinerary, priced from $4,365, include a visit to a local home for dinner in Fes, tea with a Berber family in the Dades Valley, and a meet and greet with the women of the Tawesna social enterprise in Ait Benhaddou.

All Intrepid trips operate under ‘Safe Travel’ protocols developed and endorsed by the World Travel & Tourism Council. Travellers can also book with confidence with Intrepid’s newly introduced Flexible bookings policy.

For more information on Intrepid Premium, visit www.intrepidtravel.com/ premium

Celebrity to resume Caribbean cruises in June, bookings open March 25 MIAMI — Celebrity Cruises is the latest large-ship cruise line to announce the resumption of operations, with bookings opening on March 25 for Caribbean cruises sailing this summer.

According to President and CEO, Lisa Lutoff-Perlo, the Celebrity Millennium will homeport in St. Maarten starting June 5. New seven-night itineraries will depart through August to some of the Caribbean’s most popular islands with a vaccinated crew. Adult guests will also need to be vaccinated while children under the age of 18 will need to provide a negative COVID-19 test result within 72 hours of embarkation.

In addition, guests must meet St. Maarten’s travel requirements, which currently include presenting a negative PCR test taken within 72 hours of arrival to the island.

Earlier this month, both Royal Caribbean and Crystal Cruises announced the restart of cruises in June and July, respectively. Global cruise lines have been forced to pause operations since the onset of the global pandemic last March.

“Returning to the Caribbean after more than a year away is such a significant moment for us,” said Lutoff-Perlo. “That we’re able to offer people the opportunity to safely vacation onboard 18 | TRAVELWEEK | March 25, 2021

Celebrity Cruises

the revolutionized Celebrity Millennium is incredible and that we will sail from the magical island of St. Maarten is very special.”

Two different itinerary offerings will be available to book, both of which begin and end in St. Maarten: Aruba, Curaçao and Barbados; and Tortola, St. Lucia and Barbados.

Celebrity will offer a range of curated tours for all interests and price points at every port of call. Private Journeys and Small Group Discovery Tours will also be available for those who prefer to explore with only members of their family or travelling companions.

Guests can take advantage of special air and sea pricing featuring savings on all Summer 2021 St. Maarten sailings starting at US$1,999 per person for a veranda stateroom. The offer applies to new bookings and flights must be booked through Flights by Celebrity.

Prices include airfare and taxes, no promotional code is needed.

Celebrity Millennium will sail with multi-layered health and safety measures developed with expert guidance from parent company Royal Caribbean Group’s Healthy Sail Panel and local health and government authorities.

These measures, including vaccination requirements, will evolve in keeping with current public health standards.

For the most up-to-date measures go to celebritycruises.com/healthy-at-sea.

The Celebrity Millennium has undergone one of the largest re-imaginings in history, now boasting brand new staterooms, freshly appointed restaurants and lounges, and a redesigned spa. At the all-exclusive The Retreat, guests enjoy a private sundeck and redesigned lounge offering complimentary beverages, gourmet bites, live entertainment and around-the-clock butler and concierge service.

Holland America, Princess pause operations from Seattle through June 27 SEATTLE — Holland America Line and Princess Cruises have announced an extension of their pause in operations from Seattle as both lines work to salvage some portion of their Alaska seasons.

HOLLAND AMERICA LINE Holland America is extending its pause of cruise operations to now include all June 2021 roundtrip sailings to Alaska from Seattle, Washington, including six cruises on Eurodam and Oosterdam with a call at Victoria, B.C. At this time, Alaska cruises sailing roundtrip from Seattle departing in July and onward have not been cancelled.

Princess will transfer the commission earned by travel agents from the cancelled 2021 cruise to the new booking in 2022 for bookings that were paid in full.

Following the earlier Canadian Transport Ministry Interim Order that closed Canadian ports to passenger vessels, discussions continue with Canadian and U.S. government authorities to try to preserve remaining Seattle Alaska sailings. Holland America previously announced the cancellation of all 2021 Alaska cruises to or from Vancouver.

Guests currently booked on the cancelled roundtrip Seattle-Alaska

NEWS June departures will automatically be moved to an equivalent cruise in 2022 at the 2021 fare, with all cash and Future Cruise Credit funds moved to the new booking.

Once a new booking confirmation is received, if guests decide not to accept the 2022 cruise booking, they will have the option to decline the booking and receive an FCC of 110% of any cash paid. Guests will also be able to request a full refund of all monies paid to Holland America.

The minimum FCC is $25 and will be valid for sailings departing through Dec. 31, 2022 and will be moved to the guest loyalty account. Non-cruise fare purchases (shore excursions, airfare, gifts, dining and spa) will be transferred to a new booking or automatically refunded via the method of payment used to purchase the goods or services. Other booking and cancellation conditions and policies may apply if the cruise was not booked through Holland America.

PRINCESS CRUISES Princess is extending its pause of cruise vacations for sailings from Seattle through June 27, 2021. The pause affects seven-day Alaska Inside Passage cruises on Emerald Princess and Majestic Princess.

For guests booked on a cancelled voyage, Princess will offer to move guests to the equivalent cruise in 2022.

The rebooking process will have the

added benefit of protecting the guests’ 2021 fare on their 2022 voyage. Alternatively, guests can choose an FCC equivalent to 100% of the cruise fare paid plus an additional non-refundable bonus FCC equal to 10% of the cruise fare paid (minimum US$25) or a full refund to the original form of payment.

Requests must be received via www. princess.com/pcl by April 15, 2021 or guests will automatically receive the FCC option. FCCs can be used on any cruises booked by and sailing by Dec. 31, 2022.

Princess will transfer the commission earned by travel agents from the cancelled 2021 cruise to the new booking in 2022 for bookings that were paid in full.

PEOPLE Denise Cesselli is the winner of Costa Rica contest Luxury Travel Specialist Denise Cesselli has been named the winner of the Costa Rica Specialist Program contest. The British Columbia-based agent has won a US$300 gift card at localkeeps.com after successfully completing the program on Travelweek’s Learning Centre. The program, first launched last October, was specifically designed for Canadian agents and provided a comprehensive overview of Costa Rica’s top attractions and offerings, as well as its latest COVID-19 protocols. Cesselli, who has been recommending and selling Costa Rica for over 20 years, said that her clients love the destination’s diversity.

“It is truly one of those unique destinations that has so much to offer clients, no matter their travel style or budget,” she said. “If you are not recommending Costa Rica to your clients, you should be!”

To register for the Learning Centre’s latest courses go to travelweeklearning centre.com.

The Travel Agent Next Door celebrates its many successes on 7th birthday TORONTO — How is The Travel Agent Next Door celebrating its birthday? By revelling in its many accomplishments over the years.

The host agency, which turned 7 years old on March 19, has sold over $500 million in sales since inception and now has 508 Primary Agents and 380 Associate Agents in its network, plus 45 staff to support these agents.

This gives the agency the highest ratio of support staff to agents in the industry.

In addition, it has graduated over 200 new agents from its in-house travel school, helping to ensure that Canada’s travel industry continues to grow.

“We are extremely proud of how far we have come in seven years,” said founder Flemming Friisdahl. “We were a start-up and everyone on our team has worked incredibly hard to bring us to where we are today. But of course we would not exist if it were not for the suppliers who believed in us and our partners and independent travel agents.”

The company has introduced a number of ‘firsts’ among host agencies over the years, including: • The only online system that enables agents to charge a cancellation fee or a ‘planning to go’ fee, or any fee to accommodate agents who want to charge fees • The only host agency to have 18 hours of ticketing support six days per week, and no ticketing fees on any issuing of the ticket March 25, 2021 | TRAVELWEEK | 19

NEWS • The only online system for agents to send a trip authorization online to verify birthday, passport expiration date, credit card charges, insurance waiver and include customized Terms and Conditions, including suppliers’ T&Cs • The only host agency to have developed its own proprietary websites where agents can easily customize 90% of the site themselves • The only host agency developing its own version of a group module that can collect the customer’s credit card and personal information and still be PCI compliant • All of the above are included at no extra cost to TTAND partners Also notable is the launch of The Agency Solution, a program for small and medium travel agencies that are looking to decrease the time spent on paper work and back-end tasks and instead concentrate on the business of selling travel.

“We have concentrated on supporting our agents through this period and have had a number of agents join TTAND this past year. We'll be ready when the rebound comes and there are already strong signals that it's coming.”

“This past year has, of course, been a year like none of us has ever seen in our industry,” added Friisdahl. “We have concentrated on supporting our agents through this period and have had a number of agents join TTAND this past year. We will be ready when the rebound comes and there are already strong signals that it is coming.”

Throughout the pandemic, The Travel Agent Next Door held several initiatives to keep its agents engaged and to give back to local communities.

During the holiday season, the company sponsored 48 travel agent partners and their families who were struggling financially. Plus, over the past seven years, the company and its partners have raised $79,571 for its charity of choice, Pencils for Kids.

20 | TRAVELWEEK | March 25, 2021

Palladium, Dominican Republic

Palladium ready to welcome back guests in the D.R. MADRID — Palladium Hotel Group is assuring travellers that its properties in the Dominican Republic are safe and ready to welcome them back with open arms.

With an ambitious vaccination campaign in place, the Dominican Republic aims to be one of the safest destinations in the Caribbean and has thus far been considered a success story throughout the pandemic. The destination is the only country providing an international tourist medical assistance plan covered 100% by the government, plus its Responsible Recovery of Tourism plan has led to the safe reopening of many hotels and resorts, including those belonging to Palladium.

The group has a number of properties on the island, including: Grand Palladium Palace Resort, Spa & Casino; Grand Palladium Bávaro Suites Resort & Spa; Grand Palladium Punta Cana Resort & Spa; and TRS Turquesa Hotel, all in Punta Cana. It also has the adult-exclusive TRS Cap Cana Hotel in Cap Cana.

“Palladium Hotel Group is proud to welcome guests to our properties in the Dominican Republic, one of the most popular and visited destinations in the Caribbean,” said Pilar Arizmendi-Stewart, VP of Sales and Marketing for the Americas for Palladium Hotel Group. “Our all-inclusive Punta Cana and Cap Cana properties provide a one-stop shop for guests seeking a safe getaway during the pandemic,

where they can enjoy nature and all the comforts and luxuries of a vacation without the worry of exposure.”

Restrictions on the D.R.’s tourist activities are expected to gradually ease with the continued rollout of the Vacúnate RD campaign, which aims to vaccinate the country’s 7.8 million adults by the end of 2021.

To entice travellers to book a luxury getaway, Palladium is offering several discounted offers and perks. Go to www. palladiumhotelgroup.com/en/offers.

MSC names senior team to head up new luxury brand GENEVA — After first announcing its new ultra-luxury cruise brand in October 2018, MSC Cruises has now appointed five senior members to help bring the brand to life.

CEO Michael Ungerer says that the new appointments “bring more than 100 years of combined knowledge and expertise in the luxury, hospitality and cruise sectors” and that together they will “create a luxury and lifestyle travel experience as distinct as it is trailblazing.”

When the new luxury segment officially sets sail, with its first cruise ship set for delivery in spring 2023 and three others coming in 2024, 2025 and 2026, Ungerer says that it will “exceed the expectations of both discerning cruisers seeking something different, those new to cruising and next-gen-lux travellers curious to start.”

The new appointments are as follows:

NEWS • Chris Austin, Chief Sales Officer: Austin most recently served as SVP Global Sales and Marketing for four years at Seabourn Cruise Line, during which in 2019 he was named ‘Cruise Ambassador of the Year’ by Virtuoso. For nearly 20 years prior to that, he led sales for Starwood Hotels & Resorts.

• Thatcher Brown, Commercial and Strategic Advisor: Brown most recently served as President of Dream Cruises and Managing Director of Crystal Cruises Asia at Genting for four years. After starting his career at Fairmont Hotels and Resorts, he worked at the Jumeirah Group for nearly five years where was VP Brand Strategy and Marketing.

• Sacha Rougier, Head of Itinerary Planning and Shore Experience: Rougier was Managing Director of Cruise Gate Hamburg for nearly six years and managed the completion of two new cruise terminals, overseeing a 73% increase in passenger numbers.

She previously served as Business Development Manager with the port of Marseille.

• John Stoll, Destination and Experience Advisor: Stoll worked as VP Land Programmes for 17 years at Crystal Cruises and was previously Director Land Programmes at Silversea where he created award-winning shore excursions.

Exodus Travels & AWF launch new partnership with premium safari collection TORONTO — Going beyond and behind the scenes of regular African safaris, Exodus Travels’ new collection of luxury adventures, in partnership with the African Wildlife Foundation (AWF), offers everything from gorilla conservation in Uganda, to conserving elephants and their habitat in Zimbabwe, to protecting a fragile population of wolves in the historic highlands of Ethiopia.

Exodus notes that since 1961, AWF has been helping local communities to recognize the benefits of conserving wildlife, rather than viewing it as a threat to their livelihoods.

Not only will travellers on these safaris witness Africa’s extraordinary creatures

Exodus Travels Premium Safari Collection

firsthand, says Exodus, they’ll also experience VIP access into AWF projects across the continent and meet with the incredible people and personalities making a difference along the way, adding that AWF is revered globally for its work to ensure conservation strategies work for wildlife and people.

Says Robin Brooks, Marketing Director for Exodus Travels: “During these times, supporting like-minded organizations such as the African Wildlife Foundation is more important than ever before. We are honoured to join forces with such an incredible group of people and their efforts through this partnership; and as with all Exodus adventures across the globe are dedicated to ensuring tourism dollars are used responsibly to support regenerative and sustainable initiatives and organizations that benefit destinations and the communities within.”

One of AWF’s knowledgeable conservationists, Carter Smith and Craig Sholley, will lead each itinerary. Smith worked with Sir Iain Douglas-Hamilton at Save the Elephants, spent years rehabilitating birds of prey in the bush, and owned her own safari company; while Sholley studied mountain gorillas with Dian Fossey at Rwanda’s Karisoke Research Centre, was a scientific advisor for the IMAX film, Mountain Gorilla and currently serves as the Senior Vice President of AWF. Safaris will begin departing in September 2021 with bookable trips that run in both 2021 and 2022.

Exodus says it is committed to responsible, regenerative and sustainable small-group tours to ensure that every adventure they run is a beneficial

experience for everyone involved, most importantly the local community.

Exodus will donate a portion of each sale back to AWF for one if its local projects, as part of its partnership with AWF. In the meantime Exodus and AWF will host a free virtual safari from Uganda on March 25 at 1 p.m. EST. Those interested can watch on the Exodus Travels Facebook Page and join the safari remotely, from anywhere in the world.

Safaris will begin departing in September with bookable trips that run in both 2021 and 2022.

“When I started designing safaris in Africa nearly two decades ago, I never imagined I would be creating safaris for an online audience,” said AWF’s Carter Smith. “Our virtual safaris have exceeded my expectations during the pandemic, in terms of lifting spirits, creating a platform to reminisce and allowing us to dream of a time we will travel again. It is rewarding to bring the beauty of these countries to people who cannot travel, as well as connect individuals with AWF conservationists.”

Itineraries include ‘Extraordinary Ethiopia: Highlights and Beyond’, ‘Namibia Flying Safari’, ‘Uganda: Great Apes and Wild Savannas’ and ‘Zimbabwe, the Wild Zambezi & Victoria Falls’.

For more information on Exodus’ AWF Collection, see www.exodus travels.com/ca/awf-collection. For more information on AWF, see www.awf.org.

March 25, 2021 | TRAVELWEEK | 21

NEWS

Costa Cruises moves resumption date to May 1 GENOA — Costa Cruises has pushed back its restart date by a couple of months due to ongoing travel restrictions in Italy and other European countries.

Costa Smeralda’s departure in Italy, previously planned for March 27, is now scheduled for May 1. It will sail an unchanged itinerary of three- and fourday mini-cruises in Italy, or alternatively, a seven-day cruise calling at Savona, La Spezia, Civitavecchia, Naples, Messina and Cagliari.

From June 12, Costa Smeralda will return to sailing one-week cruises in the western Mediterranean, with visits to Italy (Savona, Civitavecchia and Palermo), France 9Marseille), and Spain (Barcelona and Palma de Mallorca).

The departure date of Costa Luminosa, the second Costa ship scheduled to resume service, is postponed to May 16 from Trieste, and the following day from Bari, confirming its program of one-week cruises in Greece and Croatia.

Costa is currently working with national and local authorities of the countries included in its itineraries outside of Italy to define the details of the resumption of its cruise operations.

As previously announced, all other cruises scheduled until the end of May, and not included in the Costa Smeralda and Costa Luminosa programs updated today, are cancelled. Costa is in the process of informing travel agents and customers affected by these changes.

ACV extends COVID-19 coverage to international destinations MONTREAL — Air Canada Vacations is extending its COVID-19 Coverage and Assistance Plan, administered by Allianz Global Assistance, to international destinations when booking any flight and hotel-inclusive package.

The plan, offered at no additional cost, is designed to cover emergency medical and quarantine costs related to COVID-19 while travelling.

All eligible customers who book one of ACV’s flight and hotel-inclusive pack22 | TRAVELWEEK | March 25, 2021

ages to an international destination on or after March 23, 2021 (excluding cruise and Canada packages) for travel from May 1, 2021 to Oct. 31, 2021, will be covered under the plan.

“As Canadians start to make their vacation plans for the future, safety while abroad is top of mind. We want to do our part by ensuring that travellers are covered I case of emergency medical and quarantine expenses related to COVID-19,” said Nino Montagnese, Vice President of Air Canada Vacations.

“Coupled with our commitment to safer travel and Air Canada CleanCare+, travellers will have the confidence they need to book their next getaway now and enjoy a tomorrow filled with vacations.”

Administered by Allianz Global Assistance, the COVID-19 Coverage and Assistance Plan is underwritten by CUMIS General Insurance Company, a member of the Co-operators group of companies.

For complete terms and conditions and a handy FAQ about the plan go to aircanadavacations.com.

Windstar now offering MailPound & BranchUp to travel advisors SEATTLE — With the return to cruising on the horizon, Windstar Cruises has unveiled two new tools designed to allow travel advisors to better market themselves and Windstar products.

Now available via Windstar’s Advisor Hub, MailPound and BranchUp make it easier for travel advisors to share the line’s videos, news and special offers with the click of a button.

MailPound is an email marketing program that allows advisors to customize their email marketing outreach to clients. Advisors can easily personalize and forward Windstar promotions, videos and e-brochures as well as quickly upload them onto their social channels. The tool includes tracking (open rates, clicks, shares) and a chance to create a ‘Personal Travel Planner’ by including multiple e-brochures and/or offers and videos.

BranchUp is a free Facebook marketing tool for travel advisors that allows them to curate supplier promotions.

The tool posts the promotions automatically to the advisor’s Facebook business page. Advisors benefit from an automatic flow of chosen supplier content to generate engagement with their fans and more leads.

“As part of our Star Promise program, which includes our commitment to provide fresh sales tools and support to make what travel advisors do simpler, we’ve added two new elements to support advisors in their efforts to reach potential travellers easily and at no cost to them,” said Steve Simao, Windstar’s vice president of sales.

MailPound and BranchUp make it easier for travel advisors to share the line’s videos, news and special offers with the click of a button.

Simao hopes that advisors take advantage of the new, free tools to promote Windstar Cruises and products, including its new limited-time programs that are set to end this month.

These include the following: • Lower TCs on Star Advantage Group Dates: Tour Conductor credit earned at 7 beds booked on Star Advantage dates when travel advisors secure a group by March 31, 2021. Windstar Cruises’ Star Advantage group program also allows advisors to earn $100 bonus commission for every client booked, as well as a number of other amenities and discounts for clients. Advisors must only set up their group by March 31 to take advantage of the savings and can then sell into it later.

• Sell Three, Sail Free: If advisors sell three qualifying voyages in 2021 or 2022, they can receive a free cruise for themselves.

• Sail Small, Live Large with Big Perks: Windstar’s Wave Season Offer ends March 31, 2021. It encourages prospective cruisers to book early so as not to miss out amid the coming rush of travel planning. The offer allows travellers to choose from a set of complimentary perks plus a reduced deposit of 5%.

For more information go to https:// advisorhub.windstarcruises.com/star promise.

NEWS

New titles, promotions for Sadler, Barnes-Smith with UVI’s leadership team realignment TORONTO — A realignment of Unique Vacations Inc.’s leadership team includes promotions and new titles for several of the best-known names affiliated with Sandals Resorts and Beaches Resorts in the Canadian travel industry.

The goal is a strengthened executive roster ready to push forward to meet the challenges and opportunities that lie ahead of a post-pandemic marketplace, while continuing to position the company as the leader of luxury travel throughout the Caribbean.

“Experienced leadership is always important, but during a moment of transition as we are in now, it’s critical to meet the opportunity ahead. As leisure travel returns, we’re seeing a rising demand for knowledgeable and customer-centric expertise to guide decisions,” said Jeff Clarke, CEO of Unique Vacations, Inc. (UVI), appointed in April 2020.

Adds Clarke: “This team of seasoned pros is focused on the guest and well positioned for what I know are the travel industry’s greatest days ahead.”

The changes, effective immediately, include:

Gary Sadler, OD.

GARY SADLER, OD. Executive Vice President of Sales & Industry Relations Gary Sadler, OD, is heralded by travel advisors worldwide and credited with

many innovative and award-winning programs, including the Chairman’s Royal Club. He pioneered the organization’s Canadian market, rising through the ranks to his most recent position of Senior Vice President of Sales. Sadler will now serve as Executive Vice President of Sales & Industry Relations, committed to the continued fostering of relationships with the broader industry including travel networks, airline partners, tour operators, travel associations, tourist boards and various government entities.

Maureen Barnes-Smith

MAUREEN BARNES-SMITH Vice President of Sales and Marketing, Canada Maureen Barnes-Smith, Director of Sales & Marketing in Canada has been promoted to Vice President Sales and Marketing, Canada. A company veteran of 27 years, Barnes-Smith has successfully led the company’s growth and expansion across Canada, making it the largest operation of any Caribbean resort chain in the country. A Director of Philanthropy for the not-for-profit Sandals Foundation in Canada, BarnesSmith is also active in the Jamaican Diaspora community.

MAGGIE RIVERA Chief Communications & Strategy Officer Maggie Rivera has been named Chief Communications and Strategy Officer.

With close to 25 years with the company, Rivera is now responsible for strategic insights, communications including earned media and influencer relations, partner agency management, corporate communications and public affairs, celebrity engagement, corporate social responsibility and social impact initiatives.

TONY CORTIZAS Senior Vice President of Brand Development After a 15-year hiatus, branding expert Tony Cortizas has returned to UVI as SVP of Brand Development. During his first stint with the company Cortizas was part of the team that brought to life some of Sandals Resorts’ expanded weddings offerings. He was also instrumental in developing the Beaches Resorts brand.

TONYA HAWRYLUK Senior Vice President of Group Development Tonya Hawryluk, currently serving as Vice President, becomes Senior Vice President of Group Development.

Hawryluk has been with UVI for more than 25 years. The company’s MICE market has flourished with Hawryluk at the helm. Hawryluk will be responsible for engineering the return of group incentive travel.

DEBBIE-ANN WHITE Senior Vice President of Events, Experiences & Promotions Debbie-Ann White, Unique Vacations Inc. SVP of Public Relations & Promotions, becomes SVP of Events, Experiences & Promotions, reflecting the organization’s goal to strengthen and develop consumer insights and external business relationships between the brands, key partners and allies.

WILLIAM TULLMANN Vice President of Operations & Revenue Strategy Hospitality revenue management expert William Tullmann, CRME, C.Dir, has been promoted from Director to Vice President of Operations & Revenue Strategy, where he will expand initiatives that grow global distribution, optimize revenue, and improve commercial operations.

GARTH LAIRD Vice President of Trade Sales, US Current Senior National Director of Sales, Garth Laird has been promoted to Vice President of Trade Sales, US. Laird joined UVI as a BDM, rising through the ranks as Director of Sales Industry Programs, where he was repeatedly recognized for his talent for sales, including winning the Chairman’s Award for Outstanding Sales.

March 25, 2021 | TRAVELWEEK | 23

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