Travelweek - November 11th, 2021 by Travelweek

Canada’s Travel Trade News November 11, 2021 travelweek.ca

"We have sold-out dates already" Yes, there really are Christmas and holiday break bookings this year pg. 3

Agents react to Canada's ongoing cruise advisory

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TOP NEWS

“This is absurd”: Agents react to Canada’s ongoing cruise advisory By Cindy Sosroutomo TORONTO — Well, here’s a head scratcher: Canada officially lifted its cruise ship ban on Nov. 1, 2021, finally permitting cruise ships back into Canadian waters, and yet there’s still a federal advisory against all cruise ship travel outside of Canada. It’s a conundrum that continues to confound and frustrate both travel agents and their clients who have waited over 18 months to set foot on a cruise ship. The cruise ship ban, which first came into effect on March 19, 2020 during the early days of the COVID-19 pandemic, was lifted early by Transport Minister Omar Alghabra on Nov. 1, 2021, four months ahead of the originally scheduled Feb. 28, 2022 deadline date. The lifting of the cruise ship ban came as the federal government announced Canada’s vaccine passport for international travel, and the elimination of its long-standing blanket travel advisory, for fully vaccinated Canadians. The message from the Government of Canada rings loud and clear: international travel for Canadians can safely resume – so long as they’re not on a cruise ship. According to the government website travel.gc.ca, Canada is very much looking forward to welcoming cruise ships back into Canadian waters for the 2022 cruise season. However, authorities are still advising against cruising outside of the country because if an outbreak of COVID-19 were to occur on the ship, “the range of consular services available to those on cruise ships may be significantly restricted by local authorities, especially in situations of quarantine.” The website also says that it’s unlikely that government-organized repatriation flights to Canada would be available. However, with travel restrictions easing and increasing vaccination rates across Canada, not to mention the stringent health and safety protocols implemented by cruise lines since the start of the pandemic, travel industry experts and professionals say it’s also time to lift the cruise advisory. “Now that the global ‘avoid all travel 6 | TRAVELWEEK | November 11, 2021

outside Canada’ travel advisory has been lifted by the federal government, it is also time to ease the ‘avoid all cruises’ advisory,” Wendy Paradis, ACTA president, tells Travelweek.

“I have a client just waiting to book a world cruise ... I do not recommend that people pay non-refundable deposits while a cruise advisory is in place, they will not get their money back.” “ACTA and our advocacy coalition partners have intensified our advocacy efforts to the Canadian Government and this issue will be a key advocacy priority until the cruise advisory is eased. This is an important issue for travel agents and the travel industry at large,” she added. Travelweek reached out to travel agents to see whether the ongoing cruise advisory is impacting bookings.

“My cruise sales are zero right now” Lise Archambault of Algonquin Travel & Cruise Centre-TravelPlus in Ottawa says that 40%-55% of her clients are regular cruisers, sometimes sailing two or three times a year. Prior to the pandemic, revenue sales were “robust,” since her cruise clients preferred longer voyages (10 days or longer) with luxury cruise lines. But then COVID led to blanket cruise bans in both U.S. and Canadian waters early last year, causing cruise bookings to dry up overnight. “My cruise sales are zero right now,” says Archambault. “I have a client just waiting to book a world cruise but you have to understand that these deposits are non-refundable. I do not recommend that people pay non-refundable deposits while a cruise advisory is in place – they will not get their money back.” Scott Penney of The Travel Agent Next Door in Stewaiacke, NS, tells Travelweek that the cruise advisory has not had a significant impact on cruise sales in the long term (“In fact, I’ve seen an increase in my 2022 bookings and I have had lots of inquiries and some bookings for 2023,” he says), but it’s a different story for the immediate short term.

TOP NEWS “My first clients to cruise since last year were to sail in January 2022 but they recently made the decision to postpone their cruise until spring 2022. So I think there’s still some hesitancy among some clients, which is understandable,” he says. “What are we supposed to do?” With no cruise bookings in sight, Archambault says the cruise advisory needs to lift, and lift now. “On Nov. 1, the Minister of Transport lifted the ban on cruise ships in Canadian waters, however there’s still an advisory for Canadians to avoid all cruise ship travel outside of Canada. This is absurd,” she says. “What are we supposed to do? Embark on a ship and cruise around the harbour? Vancouver, Montreal and other Canadian ports deserve much better leadership than that.” Penney is in total agreement, saying that travel is back and clients are anxious to explore the world once more. Although he’s confident that the cruise advisory will be lifted soon, he’s still discouraged by other roadblocks in the way, namely pre-departure PCR testing. “The requirement for a negative PCR test to return to Canada is still a deterrent for many clients. They see it as just another unnecessary added cost that they need to factor into their travel budgets, which can be costly, especially for a family looking to get away,” he says. The Canadian Travel & Tourism Roundtable has called on the federal government to remove the pre-depar-

ture testing mandate, calling it a prohibitive expense for Canadian families. In recent days Canada’s chief public health officer Dr. Theresa Tam has said that the 72-hour PCR test requirement should be re-examined. “Insurance has been a concern for some clients” Helping the case for cruising is Manulife, which announced at The Travel Agent Next Door’s recent ‘Agent ExtraordinIRIE’ conference in Montego Bay that it will once again be covering cruises for fully vaccinated travellers, even with the cruise advisory still in place.

“There’s a lot of pent-up demand for cruising from all the Future Cruise Credits so I am advising my clients to book now as ships will sell out.” Penney says this will definitely help give cruise bookings a boost, adding that the issue of insurance has been “a concern for some clients who’ve wanted to book up until now.” Archambault, although encouraged by Manulife’s news, still sees travel insurance for cruises as an ongoing issue.

Scott Penney, The Travel Agent Next Door

“Some insurance companies make you buy a travel insurance policy immediately, whether or not the deposit is refundable, while others will allow you to wait until the trip has a non-refundable portion and will include quarantine and return home due to Covid complications – but not on a cruise,” she says. “I have truly lost faith in these insurance companies and frankly, sometimes the price is as high as the trip itself, depending on the client’s age.” “Book now to grab that deal” So what’s a travel agent to do when they have a client wanting to book a cruise but there’s a cruise advisory still in place? Marilyn Stainer, a cruise and travel consultant with Independent by Flight Centre, tells Travelweek that she is only booking refundable fares “so my clients will be protected in case something happens.” Stainer herself is booked on a cruise departing in 2023, which she says is already sold out. “There’s a lot of pent-up demand for cruising from all the Future Cruise Credits so I am advising my clients to book now as ships will sell out, causing rates to go up and availability to go down,” she says. Penney offers the same advice to his clients, even those who are still thinking about a cruise a year or longer out. “There are so many amazing offers for cruise clients right now with so much flexibility. Book now to grab that deal and if they change their mind later, under most terms, the deposits are fully refundable so there’s nothing for them to lose. We know the prices are definitely going to increase as we get closer to sailing and there will be less and less options available,” says Penney. Archambault adds that in addition to booking early, make sure to read the fine print. “The advice that I’m giving clients right now is this: book far in advance and ensure that the deposit is 100% refundable,” she says. “We will look at the situation prior to final payment or before any part of the trip becomes non-refundable.” November 11, 2021 | TRAVELWEEK | 7

WORLD NEWS Fairmont Orlando

TOUR OPERATORS Tauck CEO Dan Mahar has announced that longtime company executive Jeremy Palmer has been promoted to Chief Operating Officer. Since 2007, Palmer has served Tauck in a variety of operational and planning roles, most recently as a Senior Vice President overseeing the company’s Worldwide Operations, Brand Management and Tauck Director Management departments, as well as Tauck’s strategic planning and new business initiatives. Palmer has also been a member of the company’s Executive Team since 2015.

HOTELS

St Kitts

Fairmont Hotels & Resorts has signed on for a new Fairmont property in Orlando. Fairmont Orlando, located in the heart of the city’s entertainment district, is scheduled to open in early 2025 and will mark the brand’s 20th property in the U.S. The hotel’s location is close to several premier attractions and is also just 20 minutes from Orlando International Airport. The property will have 550 guestrooms, including 90 suites, 12 unique villas, and 87 Fairmont Gold rooms. There will also be a 12,000 square foot spa and wellness centre, three pools and more than 44,000 square feet of meetings and events space.

CRUISING Port Everglades in Florida recently reported its busiest cruise day since the start of the pandemic, with six of the eight cruise ship terminals in use. It wasn’t a record, but it was “a sight to behold and is a solid sign of recovery,” said Port Everglades Chief Executive, Jonathan Daniels. “We have gone from three cruise ships starting up in June and July, to more than 20 ships that will be sailing in November.” The cruise industry traditionally accounts for approximately 40% of Port Everglades’ revenue. It is one of the three busiest cruise ports in the world, typically hosting nearly four million passengers annually.

AIRLINES WestJet’s new Calgary-Seattle route has officially launched, marking the airline’s first transborder flight since the start of the pandemic. Flights will operate 4x/weekly at first before increasing to 2x/daily by spring 2022. “We are thrilled to foster direct connectivity between Calgary and Seattle for the first time on a route that our guests and both cities have long awaited,” said Chris Hedlin, VP, Network and Alliances. “This route will bolster economic ties between the regions and will stimulate Alberta's visitor economy as we continue to strengthen our transborder network from our global hub in Calgary.” 8 | TRAVELWEEK | November 11, 2021

DESTINATIONS Starting Dec. 19, 2021 Canadians can fly direct from Toronto to St. Kitts with Air Canada. The weekly Sunday flights continue through April 24, 2022. Canadians may also travel to St. Kitts via a number of U.S. gateways. St. Kitts’ latest Winter Escape promotion, part of the island’s ‘Awake Your Sense of Wander’ campaign, runs until Dec. 31. St. Kitts is also anticipating an increase in cruise ship arrivals, including four inaugural calls from top cruise lines. This month St. Kitts will receive 28 cruise calls with an estimated total of 72,163 passengers.

RAIL VIA Rail has announced the next phase of its service resumption with the return of the Ocean’s second frequency on Dec. 8, 2021. Here is the schedule of service for the Ocean’s second frequency: Train 14 Montréal – Halifax, Wednesdays & Sundays starting Dec. 8; Train 15 Halifax – Montréal, Sundays & Wednesdays starting Dec. 12. As VIA Rail previously announced, the return to full operations will occur progressively to resume full service in the region, and across the country, by June 2022.

NEWS

U.S. border reopening signals next important step in travel’s recovery TORONTO — The U.S. side of the Canada-U.S. land border has reopened after almost 20 months. While at first glance the land border reopening may look like a bigger deal for road trippers and cross-border shoppers than for travel advisors and tour operators selling U.S. trips with airfare, it’s yet another important signal to Canada’s travellers that travel is back. And with full COVID-19 vaccination requirements in place, it’s as safe as it can possibly be. There’s also potentially good news on the PCR testing front. Canada’s chief public health officer Dr. Theresa Tam recently suggested that current border measures requiring all travellers to present a negative COVID-19 test to enter Canada should be re-examined. The U.S. reopening got lots of coverage, not just in Canada but internationally, as the U.S. also reopened to fully vaccinated international travellers. On parallel runways at London’s Heathrow Airport on Nov. 8, British Airways and Virgin Atlantic coordinated a simultaneous take-off. In a video posted by BA, flights BA001 and VS3 could be seen soaring into clear skies on their way to New York-JFK. “After more than 600 days of separation, today is our moment to celebrate the UK-US reopening,” said British Airways CEO, Sean Doyle, who was onboard BA001.

It’s yet another important signal to clients that travel is back. BA001 marked another important achievement: the A350 flight is being directly powered by a 35% blend of sustainable aviation fuel (SAF) provided by bp and made from used cooking oil. It is believed to be the first commercial transatlantic flight ever to be operated with such a significant level of the fuel blended with traditional jet fuel. BA says its newest and most fuel-efficient long-haul A350 aircraft are up to 40% more efficient than the B747-400s that used to operate between London and New York.

Santo Domingo

ACV adds new nonstop “Better travel in routes from Toronto a changed world”: to Santo Domingo Travel Edge launches MONTREAL — Air Canada Vacations new campaign and has introduced new nonstop routes from Toronto to Santo Domingo in the site D.R., operating twice a week starting on December 16, 2021. “We’re making it easier than ever for Canadians to tailor their winter escapes to their specific needs by giving them more options. The addition of this new destination to our product line means that more travellers can experience the unique charm of Santo Domingo,” said Nino Montagnese, VP, Air Canada Vacations. “This gem of the Dominican Republic is sure to become the setting for many sunny vacation memories in the years to come,” he added. The resorts on offer include: Whala Boca Chica; Be Live Experience Hamaca; Hodelpa Novus Plaza; Emotions Juan Dolio by Hodelpa; Hodelpa Caribe Colonial; Dominican Fiesta Hotel & Casino; Catalonia Santo Domingo; and Hodelpa Nicolas de Ovando. For the ultimate Santo Domingo getaway, ACV is also offering seven-night City and Beach Combos.

TORONTO — Travel Edge has launched a new campaign and website platform aimed at “delivering better travel in a changed world.” With the new campaign credo ‘Be Well Traveled’, Travel Edge says its elevated advisor services will enhance the modern travel experience for clients, with an emphasis on personalization and care across the entire travel experience. The luxury host agency says after almost two years of COVID-19’s impact on travel, it is creating fuller, more engaging, and more managed travel experiences that are tailored and fully supported if anything changes. “The world has changed—and people deserve travel that’s designed for this new reality,” says Travel Edge EVP Gavin Miller. “Travel Edge’s exceptional standard of service delivers on the entire travel experience, from start to finish. From the ideal flight that suits your needs, to organizing welcome November 11, 2021 | TRAVELWEEK | 9

NEWS amenities at your hotel, remembering your frequent flyer preferences, to obtaining tickets to a sold-out show, or proactively managing any mid-journey flight shifts, our team offers expertise in creating and supporting your complete journey. This is how we ensure you will Be Well Traveled.”

“The world has changed, and people deserve travel that’s designed for this new reality,” says Travel Edge's Executive Vice-President, Gavin Miller Miller adds that Travel Edge’s endto-end itineraries are designed around each traveller’s needs and preferences, helping to reduce the chances of ‘missing out’ on desired experiences, and helping them get more out of their journey. He says the new campaign and web platform, designed around the brand ethos of ‘Be Well Traveled’, portray the benefits of Travel Edge’s standard of service, and highlight the power of the company’s network of travel advisors and personal travel designers to deliver on it from start to finish. And Travel Edge’s 24/7 client support is a huge benefit for modern travellers given today’s realities of border restrictions, testing protocols, and flight route adjustments, he adds. The newly redesigned TravelEdge. com will showcase a range of curated and inspiring itineraries. “Our new website is the first step in ensuring travellers get access to this higher standard of service,” said Miller. “By the end of this year, that’s where they’ll find a wide range of curated travel experiences to aid their decision making and connect with the right expert for them – someone who listens, who is knowledgeable, and who can offer thoughtful suggestions for creating a truly personalized travel experience.” He says today's travellers have realized that digital booking platforms don’t offer personal advice, don’t do a good job of curating relevant experiences, don’t support them getting access to the reservations they want, don’t anticipate changes to itineraries, 10 | TRAVELWEEK | November 11, 2021

Viva Wyndham Azteca

and don’t offer support if there is a real-time issue. The Travel Edge Network extends across the U.S., Canada and Bermuda. An in-house team of personal travel designers allows Travel Edge to serve a wider audience within the multi-billion-dollar luxury travel market, says Nadiya Makarenko, SVP of Travel Edge Network.

Miller says today's travellers have realized that digital booking platforms don’t offer personal advice, anticipate changes or offer support if there is a real-time issue. Travel Edge has also launched a new ad campaign focused on the idea of ‘Don’t just go on a trip, go on your trip.’ The first phase includes a 60-second spot through targeted social and digital channels. In early 2022 the second phase will launch with a 30-second spot.

Mexico welcomes new and reno’d resorts from Viva Wyndham, Fairmont MIAMI — Mexico is set to welcome a round of renovated and new resorts in the next two years in Playa Del Carmen, Cabo San Lucas and La Paz. First out of the gate is Viva Wyndham Azteca in Playa Del Carmen, which celebrated its grand reopening on Nov. 1 following extensive renovations. Corazón Cabo Resort & Spa will be making its debut on Medano Beach in Cabo San Lucas in early 2022. And the new Fairmont La Paz Puerta Cortés Resort and Residences is scheduled to open its doors in 2023. VIVA WYNDHAM AZTECA After undergoing extensive renovations totalling more than US$6 million, the all-inclusive, oceanfront Viva Wyndham Azteca has reopened. Its reopening coincides with that of V Heavens Resort in the Playa Dorada complex in Puerto Plata, also part of Viva Wyndham. The two resorts complete the reopening of all eight of Viva Wyndham’s resorts across its portfolio. Renovations to Viva Wyndham Az-

NEWS teca include upgrades to all room categories. Superior Rooms are now outfitted with Mexican-inspired décor and state-of-the-art technology and boast ocean, pool and garden views. The lobby and public areas also feature all new décor and a full renovation has been completed at the snack bar with Mexican-inspired design elements. Meanwhile, El Nopal Buffet and Il Palco Italian a la carte restaurants have been completely redone with all new décor, high-end flooring and paint schemes. CORAZON CABO RESORT & SPA

unveiling that will include the signature restaurant and fresh meeting space. In addition to the newly built tower and its amenities, guests also have access to pre-existing features that include Baja Brewing, the only mi-

“Fairmont La Paz Puerta Cortés marks a milestone in Accor’s growth in Mexico and will be an exceptional addition to our luxury portfolio as we continue to expand in North America.”

As the newest addition to Noble House Hotels & Resorts’ elite collection, this US$100 million new-build resort marks the hotel company’s first venture into Mexico. Upon completion it will boast a new-build tower with 204 rooms and suites, contemporary meeting space, the highest rooftop bar in cro-brewery in Cabo San Lucas; Aleta, Cabo, two infinity edge pools as well as an oceanfront all-day dining destinavarious dining options. tion; additional pools; full-service SparCurrently, guests can experience the itual and salon; and Corazón Beach modern guestrooms, pools, lobby and Club, the largest beach club on Medarooftop bar, while next year’s grand no Beach, the only swimmable beach Travelweek ads:TravelWeek 2016 2021-10-27 5:40San PM Lucas. Page 1 in Cabo reveal will2020 encompass the complete

FAIRMONT LA PAZ PUERTA CORTES RESORT Fairmont Hotels & Resorts, part of the Accor hospitality group, is expanding into Baja California Sur with a 155-room beachfront retreat, located within the Puerta Cortés resort community in La Paz. Upon completion in 2023, it will offer 24 suites, select accommodations equipped with plunge pools, four food and beverage outlets, three outdoor pools and a Wellness Village complete with a luxury spa and fitness offerings. There’ll also be over 13,000 square feet of event space, clubs for both children and young adults, plus access to a marina and Mexico’s only Gary Player Signature Course – El Cortés Golf Club. The property will include 61 one- to four-bedroom branded residences. “Fairmont La Paz Puerta Cortés marks a significant milestone in Accor’s growth in Mexico and will be an exceptional addition to Accor’s luxury portfolio as the Group continues to expand its presence in North America,” said Heather McCrory, CEO, Accor North & Central America.

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NEWS

“Our comeback will be stronger than our setback”: Celebrity Cruises by Annie Cicvaric ONBOARD CELEBRITY APEX — Celebrity Cruises celebrated the long-awaited inaugural U.S. sailing of its flagship Celebrity Apex with a naming ceremony and ceremonial christening in Port Everglades, and Travelweek was there. Like so many events delayed due to the pandemic, the festivities were better late than never. Celebrity Apex’s inauguration was originally scheduled to take place in the UK on March 30, 2020. Delayed 581 days from that original date, this ceremony was definitely worth the wait. Travel advisors gave Celebrity Cruises’ President and CEO, Lisa Lutoff-Perlo, as well as Royal Caribbean Group Chairman and CEO, Richard Fain, a standing ovation for their support and appreciation. In turn Lutoff-Perlo gave a shout-

out to Celebrity’s travel agent partners. “What a journey we've been together over these past 19 months with the trade. I don't think our bond with you has ever been stronger as we've weathered this storm together. Thank you for supporting our comeback, which I promise you will be stronger than our setback,” she said. Lutoff-Perlo led the Celebrity Apex ceremony with the ship’s Godmother, the inspiring Reshma Saujani, who founded the ground-breaking nonprofit organization, Girls Who Code, and wrote the bestselling book, ‘Brave, Not Perfect.’ As part of Saujani’s work with Celebrity Cruises, Girls Who Code and the cruise line will collaborate to offer educational coding programs as part of the Camp at Sea S.T.E.M. experiences onboard Celebrity Apex and sister ship Celebrity Edge. THE EPITOME OF NEW LUXURY Touring and experiencing the ship, it’s clear that Celebrity Apex is the epitome of New Luxury, with innovative and visionary spaces from world-re-

nowned designers. Unique features include: . The exclusive The Retreat with its stunning accommodations, a private restaurant, and an exclusive lounge and sundeck to rival any high-end resort. . The Magic Carpet, soaring cantilevered above the sea and offering guests uninterrupted vistas while sipping cocktails or having dinner. . An unrivalled culinary repertoire of 29 distinct restaurants, bars, and lounges including the brand-new Craft Social Bar, connecting guests to the destinations they will visit like never before. TRAVEL ADVISOR PANEL DISCUSSION Day 2 of Celebrity Apex’s ceremonial sailing included a ‘Conversation with Celebrity’ open forum for travel advisors to voice their thoughts, feedback, concerns and positive reinforcements to the Celebrity Cruise leadership panel, featuring Lutoff-Perlo, Fain and more. Questions ranged from how advisors should navigate the next 12

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months, to carbon offsetting, to agency co-marketing and challenges they are facing, to long hold times for Celebrity’s call centre. Executives on the Conversation with Celebrity panel confirmed they have currently hired or are training 100+ new employees who will be all be in place in reservations in the next couple of weeks, with an eye to alleviating the issue of long hold times. The overwhelming message during the panel discussion? The need to continually market the safety of cruising. Celebrity is reporting just .09% cases on their sailings and it’s crucial for the public to know and understand just how safe cruising is, with a long list of COVID-19 safety protocols in place. Celebrity Cruises has indicated that it will continue its policy of accepting double-vaccinated guests only and does not have any intention of dropping this policy in the immediate future. And talking about the future, get ready for a strong 2022 Europe season with all three sister ships - Celebrity Edge, Celebrity Apex and Celebrity Beyond - offering sailings abroad.

Porter brings back service to MontTremblant TORONTO — Porter Airlines is heading back to Mont-Tremblant, Quebec, just in time for the holidays. The airline will be reintroducing its seasonal service to the popular winter destination starting Dec. 17, running until March 28, 2022. In as little as 70 minutes, passengers can fly

from Billy Bishop Toronto City Airport to Mont-Tremblant International Airport, with connecting flights also available from various Porter locations. The winter schedule includes up to 4x/weekly flights. “We’re ready to return to our first seasonal destination since restarting operations in September,” said Michael Deluce, President and CEO, Porter Airlines. “Mont-Tremblant was among Porter’s first destinations when the airline was founded and our passengers enjoy the variety of winter activities it has to offer.” Flight, hotel and ski packages are available with Porter Escapes. For added peace of mind, Porter passengers have the option to book a flight with the Full Refund Option for

TORONTO — Air North, Yukon’s airline, has announced limited-time bonus commission for the holiday season. The special offer applies to new bookings only made between Nov. 1 Dec. 31, 2021. Existing contracted agencies can claim 10% on Go Yukon and Optimum fares when booking directly with Air North, while GDS bookings and non-contracted agencies can claim 6%. The offer is not applicable to B and H class fares. In recent months, Air North has focused on building awareness of the brand in global markets, appointing APG earlier in May to be its General Sales Agent in countries like Australia, France, Germany, Japan, Mexico, the U.K. and more. For more information call the Travel Agency Desk at 1-800-661-0407 ext. 193, or email travelagent@flyairnorth.com.

PEOPLE Cruise CEO agent wins Best Travel Advisor award Cruise CEO, Virtuoso’s cruise-centric host agency, is celebrating one of its own after winning big at the Hamilton Spectator Readers’ Choice awards. Kathleen Penner, owner of Plenty of Sunshine Travel, an affiliate of Cruise CEO, has been awarded not one, but two awards: the top Diamond Award for Best Travel Advisor, and the Diamond Award for the Best Travel Agency. Penner was recognized for her various local marketing efforts, which she says are paying off. In the last 15 months, she started a YouTube channel where she posts weekly updates with her cruise partners, launched a new website, grown her client email list, created a weekly podcast and switched host agencies to ensure her business is aligned with a cruise-focused host partner. She also turned her porch into a marketing billboard, displaying her agency’s logo along with supplier flyers, business cards and more.

November 11, 2021 | TRAVELWEEK | 13

NEWS

TTAND’s ‘Agent ExtraordinIRIE’: Manulife’s cruise coverage, service fees and more By Vawn Himmelsbach OCHO RIOS — On a WestJet flight from Toronto to Montego Bay, a flight attendant told passengers over the intercom that if they had any questions, “just turn to the person next to you — they’re probably a travel agent.” With that pronouncement, there was an eruption of cheers and applause from The Travel Agent Next Door agents on board, who were heading to the sixth annual TTAND conference at Moon Palace Resort in Ocho Rios. This year’s theme was ‘Agent ExtraordinIRIE’ — irie is the Jamaican word for nice, good or pleasing. And for many agents, it’s the first time they’ve travelled abroad since ‘the before times’ and the first conference they’ve attended in person during the pandemic started. “They’re really excited to be out of the country. They’re excited about the opportunity to spend time with the other agents,” said Flemming Friisdahl,

Founder and President of TTAND. “I’ve talked to people that have known each other for the last year and a half, two years, and have never met [in person].” And while the 230 attendees (including 33 suppliers) have been asked to refrain from hugging and to maintain their physical distance during the conference, the energy of a live conference is palpable.

“They’re excited about the opportunity to spend time with other agents. I’ve talked to people that have known each other for the last year and a half and have never met [in person].” More cheers erupted during the Travel Agent Think Tank, with the news that Manulife is covering cruises again. “You can now book a cruise or river cruise and you’re covered with Manulife,” Friisdahl told the cheering crowd of agents. “That’s a big, big thing.” TTAND is also offering a solution for immediate passenger booking re-

PEOPLE Dianne Jackson joins e-Travel Technologies Travel industry veteran Dianne Jackson has joined e-Travel Technologies as its new Vice President of Client Success. Jackson, who most recently served as Vice President, Retail at Red Label Vacations, brings with her over 30 years of experience in the travel industry. Her career also includes senior roles at CAA, Expedia Affiliate Network, Allianz Global Assistance and First Choice Canada (Signature Vacations). In her new role at e-Travel, Jackson will lead the company’s global team of analysts and develop its commercial strategy, including all national and international markets. Said Don Churchill, President of e-Travel Technologies: “We are extremely pleased to welcome Dianne as our new Vice President of Client Success. I am confident that Dianne will lead us forward in addressing the new demands of the recovering travel industry. E-Travel Technologies, now in its 20th year, is a leading provider of real-time travel risk management solutions and liability protection for retail agents and TMC’s customers. 14 | TRAVELWEEK | November 11, 2021

covery — and a long-term strategy for the new normal — with the Priority Protection Passport, which features COVID-19+ medical assurance coverage for travellers. This covers pre-existing conditions, has no age restrictions and provides emergency medical evacuation flights for travellers hospitalized for COVID-19 while abroad. Friisdahl says this offering won’t compete with coverage from insurance companies like Manulife; rather, it’s meant to complement a traveller’s existing medical insurance. And for agents, he says it will help to boost consumer confidence (with consumers more likely to book travel through agents offering this program). And while there’s plenty of excitement, there are a lot of questions and concerns after a year and half of changes and restrictions. During the think tank, some agents expressed concern about staying on top of the latest COVID protocols, for fear of giving clients outdated information. Some want more simplified information from suppliers about consumer protections. Some are worried about backlash from anti-vaxxers. And some are wondering how to charge service fees without alienating their clients. “I think a lot of agents know that they should be charging those fees, but they’re reluctant because they’ve never done it before and they’re afraid to lose clients,” said Friisdahl. “You don’t want to charge 100 bucks and then lose three times the amount of commission by charging that fee.” But, he added, as more agents charge those fees, the more acceptable it will become in the industry as a whole. With the TTAND model, agents are free to charge (or not charge) service fees. But with so many agents losing their commissions during the pandemic, some see a service fee, or a “planning fee,” as a way to protect themselves in future. While around 220 agents left TTAND during the pandemic (and many left the travel industry altogether), the host agency added another 400 agents, for a current total of 933. And while it’s lost some suppliers, it has also gained some, including Royal Irish Tours, and it launched in Quebec with three agents. To support agents during this time, TTAND is also offering reduced annual fees by 50% until April 2022.

NEWS

Myrtle Beach ready to woo Canadians back MYRTLE BEACH — As the U.S. eases land border restrictions with Canada, Myrtle Beach, South Carolina is welcoming Canadian visitors to the Grand Strand with special travel deals and discounts. All the deals, plus information for planning a client’s upcoming trip to The Beach; and details about health and testing requirements, can be found at VisitMyrtleBeach.ca. “Myrtle Beach has long been a hot spot for snowbirds seeking to find warmth and recreation along our 60 miles of beaches,” said Karen Riordan, President and CEO of Visit Myrtle Beach. “Now, with the Canadian border reopening to vaccinated travellers, we are especially thrilled to see our neighbours from Canada again and just in time for our holiday season and our Can-Am Days.” The annual Myrtle Beach Can-Am Days Festival is scheduled for March 12 – 20, 2022, she added. The “Welcome Back, Canadians” deals

available in Myrtle Beach include … . Beach Cove Resort – Save up to 50% on stays of seven nights or longer. Valid Nov. 5, 2021 - Jan. 1, 2023 . Ocean Creek Resort – Book at seven-night stay and save up to 55%. Valid Nov. 5, 2021 - Jan. 1, 2023 . Sea Crest Oceanfront Resort – Receive US$10 in resort credit for each night valid for use at retail and dining locations throughout the resort. Valid through Dec. 31, 2022 . Condo-World Resort Properties – Save up to 30% on oceanfront condos. Valid through Dec. 31, 2022 . Funplex Myrtle Beach – Save US$3 on admissions and $5 on refreshments. Minimum purchase required. Valid through April 30, 2022 . Island Vista – Receive 25% off select rooms. Valid through Dec. 31, 2022 . Hotel Blue – Save up to half off on stays of seven nights or longer. Valid through Dec. 31, 2022 . Carolina Winds Resort – Book a stay of 7 nights or longer and receive up to 52% off. Valid through Dec. 31, 2022. And there’s news on attractions, accommodations and dining options too … . Funplex Myrtle Beach - Located just

a few steps from the beach on 14th Ave, the Funplex Myrtle Beach is designed for families and thrill seekers alike. . Huntington Beach State Park Nature Center - The new nature center is $1.2 million investment and features a birding area, a classroom and an exhibit area with live animals. . New Craft Breweries – Grand Strand Brewing Company in downtown Myrtle Beach produces a variety of handmade beers to be available in its taproom. Crooked Hammock Brewery in Barefoot Landing is an all-ages backyard escape with indoor/outdoor seating for 500+ guests, firepits, hammocks, outdoor games, and a bar set over the lake. . SkyWheel Myrtle Beach – In celebration of the attraction’s 10th anniversary in 2021, SkyWheel underwent major renovations including a new wheel structure, refurbished interiors and exteriors of its 42 gondolas, and most noteworthy, a new lighting system allowing for more dynamic light shows. . Homewood Suites by Hilton – New in 2021, Homewood Suites by Hilton offering apartment-style living near the beaches in the Grand Strand.

November 11, 2021 | TRAVELWEEK | 15

NEWS

Holland America’s Rotterdam back in Caribbean SEATTLE — A second Holland America Line ship has returned to Florida cruising and the Caribbean since the start of the pandemic. The cruise line’s new Rotterdam set sail last week from Fort Lauderdale on its inaugural Caribbean cruise, a roundtrip five-day sailing that visits Bimini, Bahamas and Half Moon Cay, Holland America’s private Bahamian island. The ship arrived at Port Everglades following its maiden transatlantic voyage from Amsterdam. Last month Nieuw Amsterdam was the first ship in the fleet to begin Caribbean cruising from Fort Lauderdale. Later this month, Rotterdam will be joined at Port Everglades by Pinnacle Class sister ships Nieuw Statendam and Eurodam, which also kick off their Caribbean seasons. “We have been awaiting our return to the Caribbean for a long time and having Rotterdam and our other ships restart operations out of Fort Lauderdale is an incredible moment for our company,” said Gus Antorcha, President of Holland America Line. “Rotterdam’s maiden voyage from Europe was a huge success and we’re getting a lot of positive feedback from guests about the ship.” Rotterdam will now sail the Caribbean through April, with all departures roundtrip from Fort Lauderdale. The cruises range from 6-11 days and span the region on southern, eastern, western and tropical itineraries. Every Caribbean cruise includes a call at Half Moon Cay. Holland America is currently operating vaccinated cruises, as defined by the CDC, through Feb. 28, 2022. These cruises are available for guests who have received their final dose of an approved COVID-19 vaccine at least 14 days prior to the start of the cruise and have proof of vaccination. Additionally, fully vaccinated guests must produce a negative viral COVID-19 test (medically supervised PCR or antigen test) taken within two days of embarkation on all sailings. 16 | TRAVELWEEK | November 11, 2021

The JTB’s Dan Hamilton, Judy Nash, Louise Paquette, Jerron Britton, Angella Bennet, Emma Madsen and Racquel Queensborough

MoBay’s resorts, attractions highlight of JTB’s ‘Irie Hour’ fam MONTEGO BAY — The Jamaica Tourist Board’s recent ‘Irie Hour’ trip brought 50 Canadian travel agents, plus JTB reps, together for a fun-filled and educational fam in Montego Bay. The JTB says the invite-only fam was offered to a select group of 50 VIP travel advisors who were loyal attendees of the JTB’s virtual Irie Hour over the past many months. Irie Hour started in May 2020 as a way for the JTB to reach out and connect with Canadian agents, offering everything from up to date info in the early months of the pandemic, to camaraderie and support. During the seven-day fam agents reconnected with the JTB Canada team and on-site JTB reps. Agents were hosted on island by JTB Canada’s Angella Bennett, Regional Director, Canada; Dan Hamilton, District Sales Manager, Canada; Louise Paquette, BDM, Eastern Canada; Racquel Queensborough, BDM, Ontario; Emma Madsen, BDM, Western Canada; and Judy Nash, Administrative Assistant for the JTB Toronto office. Also joining the group: local JTB BDM Jerron Britton, Jamaica’s ‘Man in MoBay’ and a frequent Irie Hour guest star. Authentic Jamaican experiences featured on the fam included a jerk lunch at Scotchies, a catamaran tour with Island Routes and a beach BBQ. There were also plenty of site inspections, at Secrets Wild Orchid, Breathless Montego Bay, Excellence Oyster Bay, Zoëtry Montego Bay, RIU

Montego Bay, Iberostar Selection Rose Hall Suites and Ocean Coral Spring. Fam participants also had the chance to see Jamaica’s rigorous health and safety protocols in action and were able to take advantage of the enhanced PCR testing services now available for Canadian travellers in the destination. Since Oct. 28, Canadians have been able to book in-hotel pre-departure COVID-19 molecular test directly through Baywest Wellness Clinic and Technological Solutions Ltd. (TSL) for US$75, more than 50% off the previous PCR testing price. Says Angella Bennett, Regional Director, Canada, Jamaica Tourist Board: “For this very special Irie Hour fam trip, we chose agents who have demonstrated a strong dedication to Jamaica over the past year and a half. These loyal agents have shown up every week during our virtual Irie Hour series and they are committed to learning about our safety protocols and staying on top of what's new in Jamaica. This was an opportunity for us to thank these hardworking agents for their continued support of Jamaica and showcase some of the very best island experiences, hotels, and attractions for them to share with their clients back in Canada.” Agents unable to join the fam in person tuned in for a live-on-location Irie Hour broadcast at Royalton Blue Waters, featuring musical entertainment, cooking and cocktail demonstrations, and a surprise announcement regarding more Irie Hour fam trip opportunities for Canadian travel agents in 2022. More information about Irie Hour and Jamaica’s other engagement programs for Canadian travel agents is at visitjamaica.com/Canada.

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Travelweek - November 11th, 2021

Articles inside

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Montego Bay showcased on JTB's Irie Hour fam