Travelweek SEPTEMBER 26 2024 + Aranui Brochure by Travelweek

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Travel industry exec shares her CATSA pat-down experience amid concerns with screenings

BY KATHRYN FOLLIOTT

TORONTO The travel industry is full of frequent travellers, and few of us have passed through airport security without the occasional minor complaint, or feelings of frustration.

But what about feelings of unease, embarrassment and anger?

A woman who’s a well-known name and face in the Canadian travel trade was dealing with those emotions and more after her security check at Toronto Pearson, and she’s sharing her story with Travelweek in the hopes that other travellers can benefit from her experience.

“VERY UNCOMFORTABLE”

The Canadian Air Transport Security Authority (CATSA) website outlines need-to-knows about its policies

for physical search – known to most travellers as pat-down.

Anyone randomly chosen for additional screening is subject to either a physical search or a full body scan, where available.

Of course, travellers who trigger the alarm on the walk-through metal detector also have to undergo further screening, to find what metal object set off the alarm.

That’s often the case for M., who told Travelweek about a recent patdown at YYZ. She asked to remain anonymous for privacy.

“I wear the same outfit to airport every time and have for years due to security – no belts, Lululemon leggings, tank, sweater and running shoes,” she told Travelweek. “My watch always triggers the yellow / red square when I go through security.”

Except this time, said M., the security alert square showed up not on her left wrist, but in the middle of her chest.

M. added that there were four to five CATSA employees gathered around, as part of a training session taking place with a supervisor on hand. As per CATSA policy, the screening officer was the same gender.

“The screener did advise she would need to search me, which I agreed to as I’ve never had a search last longer than a few seconds on my wrist,” she said. “The chest pat-down took much longer than the typical wrist pat down has ever taken – possibly over a minute. The screener was a woman, managed by another woman with two others observing – one female and one male.”

She continued: “After approximately 30-40 seconds and feeling very uncomfortable, I looked at the staff and the male screener looked away when I looked at him, which in my mind validated the awkwardness of the situation. The employees did not appear comfortable despite the supervisor advising the pat down was required.”

The CATSA site notes that patdown may involve a visual search by the screening officer to look for any unusual objects and a physical search by the screening officer using touch to check for items that could be hidden under a person’s

September 26, 2024

clothes. “You always have the right to refuse search; however, you will not be permitted to pass beyond the pre-board screening checkpoint,” says CATSA.

The site also states that patdown “is always conducted in the most professional and respectful manner possible.”

M. passed through security but she couldn’t shake the sense that something wasn’t right.

She told Travelweek: “I called my husband immediately as I felt violated. He confirmed it wasn’t right and said I should go back and speak to someone. I went back less than five minutes later and the entire staff had been replaced with new CATSA employees.”

“ABSOLUTE POWER TRIP”

Any doubts M. might have had about her experience were put to rest weeks later when her sister emailed her an article from CBC News.

The article’s headline immediately caught her eye: ‘Air travellers complained about unprofessional screening staff. Now the officers are speaking up.’

The story was a follow up to CBC’s August report about some 138 complaints submitted to CATSA by passengers going through security at Ottawa Airport (YOW) between January 2023 and May 2024.

According to the CBC, the most common complaints cited unprofessional, rude and invasive behavior by screening officers during body and bag searches – and travellers described the incidents using words like “truly appalling”, “insensitive” and “an absolute power trip.”

In the wake of that report, CBC’s Sept. 5 follow up article included feedback from former CATSA screening officers who shared details about poor management, lots of staff turnover and an influx of new hires. CATSA contracts out its screening services.

The two CBC articles can be found here and here.

REACHED OUT TO CATSA

The Canadian travel industry knows all about the rush to hire new staff as travel boomed post-pandemic. Reports of long lineups at Canada’s airports, passport offices and more were rampant in those early days of recovery.

In its 2023 annual report, CATSA said it “will continue to work collaboratively with Transport Canada, airport authorities, airlines, screening contractors and other industry partners to provide effective and efficient security screening services while being a critical partner in the recovery of the civil aviation industry, without compromising security effectiveness.

Got a story idea? Questions or comments? Write to Kathryn Folliott at kfolliott@travelweek.ca

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CATSA added: “The organization will continue to increase screening officer capacity. As seen across many labour markets, there are challenges in hiring new screening officers while simultaneously facing the resurgent demand in air travel. Screening contractors will continue to respond to these pressures by recruiting new screening officers.”

The 2023 report also noted that “CATSA has extensively collaborated with Transport Canada in order to continue accelerating the delivery of training to new recruits.”

M. tells Travelweek she has since gone through security at both Vancouver and Toronto airports and the yellow/red security alert square did not appear on her chest or her wrist. “Hopefully this means that my situation was addressed and resolved,” she said.

Travelweek reached out to CATSA to ask about guidelines and best practices for the CATSA pat-down procedure, and in response received a link to the pat-down section on the CATSA site.

As a follow up, Travelweek outlined M’s pat-down experience and referenced the CBC article and asked if CATSA had any comment. We also asked if there’s an email address or phone number M. or anyone else can use to connect with someone at CATSA to share their concerns. Travelweek did not receive any further response.

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Industry leaders talk hotel space, lift, ‘cozy season’ travel and more at Tourism Ireland roundtable

BY KATHRYN FOLLIOTT

TORONTO Tourism Ireland and many of its biggest Canadian supplier partners shared intel at an Industry Leaders roundtable, with valuable feedback from the guest of honour: Northern Ireland’s Economy Minister, Conor Murphy.

Representatives from Air Canada, WestJet, Goway, TTC Tour Brands, Golf Away Tours, ACV, RIT Vacations and more came out to meet Minister Murphy and reconnect with the Tourism Ireland team, and to talk about the highlights and challenges of selling the very popular Emerald Isle.

While lift is plentiful, finding sufficient hotel space in high season continues to be a challenge. Tour operators were happy to hear that more new hotels are in the pipeline to help alleviate the strain on existing properties.

Air Canada Vacations’ Manager, Product Development, Joe Coutu, said ACV’s travellers are booking 10+ nights in Ireland, “and they’re looking for luxury product.”

He alluded to the recent turbulence when the possibility of an Air Canada pilots strike came down to the wire, impacting forward bookings. “Up until a couple of weeks we were going to have a record year, we lost a few bookings but we’re working hard to get them back,” he said..

“CANADIANS STAY LONGER AND DO MORE”

Siobhán McManamy, Director of Markets & Partnerships for Tourism Ireland, said Canada has grown to be the sixth largest revenue generator for Ireland.

“The Canadians are among our favourites,” she told Industry Leaders roundtable participants. “They stay longer and they do more.”

For his part, Minister Murphy spoke of the “longstanding and important partnership between Canada and Ireland”, noting that 4.6 million Canadians claim Irish ancestry.

He thanked Tourism Ireland’s partners for their support. “Tourism is one of our biggest success stories,” he said.

Minister Murphy added that the tight accommodation issue in Ireland is one that comes up consistently. “It’s a bit of a chicken-and-egg situation. But there is strong investment across the island to bring in more upscale hotel product.”

FIVE AIRLINES ON TORONTO-DUBLIN ROUTE

Steady increases in lift over the years have boosted Canada’s visitation to Ireland.

As many as five airlines now offer the Toronto-Dublin route. McManamy said she believes it’s the most served route to Ireland worldwide.

Seasonal flights are available from Vancouver, Calgary, Montreal and Halifax, plus year-round from Toronto.

It’s a far cry from decades ago when Canadian tour operators and retailers would “ask each other ‘How do we get the airlines to fly to Ireland?’” said Lindsay Pearlman, SVP, Travel Leaders Group.

Invest Northern Ireland’s Andrea Haughian and Northern Ireland’s Economy Minister Conor Murphy with Tourism Ireland’s Sandra Moffatt and Alison Metcalfe

Tim Liu, Air Canada’s Managing Director, Sales Planning & Effectiveness, said Ireland is a strategic part of Air Canada’s network. “Overall we’re really excited about Ireland,” said Liu. When it comes to capacity, he said Air Canada will monitor demand and adjust capacity accordingly.

Alison Metcalfe, now Tourism Ireland’s Executive VP, USA & Canada and a long-time supporter and friend to the Canadian market, said Ireland is enjoying a 20% increase in direct air access.

OFF SEASON IS ‘COZY SEASON’

With continued investment in the Canadian market - including a firstever TV campaign - Metcalfe asked airlines and tour operators if they’re seeing more off-season business, also marketed as ‘cozy season’.

Andrew Gibbons, WestJet’s VP Government Relations and Regulatory Affairs, noted that “shoulder seasons are harder and it takes time to build.” But growth can come from surprising places. Gibbons said WestJet is seeing a lot of Americans fly to Ireland through its Calgary hub. He said WestJet is also looking at expanding its Ireland service to an additional Canadian destination.

In keeping with the new strategy WestJet embarked on two years ago, the airline is doubling down on “eastwest, transatlantic leisure routes. That’s our focus,” said Gibbons, adding that post-pandemic the airline is “looking for safe bets.”

Brenda Bradley, Sales Manager, TTC Tour Brands, said momentum for Ireland is stronger than ever for TTC especially with FIT thanks to the launch of Brendan Vacations in Canada in 2022.

Bradley tried off-season Ireland travel for herself. “The lights come out, the hotels put the fires on, it’s beautiful,” said Bradley. “I have friends who have now booked as late as they can to Ireland. It’s a great way to experience Ireland.”

Like many European cities, Dublin and Belfast both have Christmas markets.

Goway SVP Craig Canvin said he’s definitely seeing demand spill into the shoulder seasons.

“January and February are tough. But the traditional shoulder seasons, especially March and October, are very strong. This year October will be our third highest Europe month.

Canvin added: “The demand is there, clients are looking for off season travel because of overtourism. Goway is also seeing more demand for Northern Europe versus southern Europe. More clients are also doing multi-country tours, FIT, and they’re doing four or five nights in each place, not one or two.

The ‘cool-cation’ trend and the move away from tourism’s biggest (and crowded) hotspots is real, noted Pearlman. “People are saying, ‘I can’t deal with St. Mark’s Square in July.”

No matter what time of year it is, Ireland’s tourism offering is strengthened by its wonderful locals and legendary hospitality.

McManamy said Ireland has seen big growth in local authentic experiences, from food tours to historic tours.

Locals love to show off their hometowns, she added. “Their pride of place is so strong.”

More information about travel to Ireland can be found at TourismIreland.com.

AIRLINES

The head of the Air Canada pilots union says she’ll step down if members opt not to approve a tentative deal with the airline.

Charlene Hudy, who chairs the Air Canada contingent of the ALPA, told her fellow employees that she “will have no choice but to resign” if they vote down the would-be contract. “If the membership votes no to this (tentative agreement), it would clearly indicate to the public, media, government and company that I no longer speak on your behalf,” she said. The tentative deal grants 5,400 pilots a cumulative wage hike of nearly 42% over four years.

Alaska Airlines recently closed its US$1 billion purchase of Hawaiian Airlines. Alaska will assume about $900 million in Hawaiian debt as part of the deal. Alaska says it will keep Hawaiian as a separate brand, eliminating the need to repaint planes. The airlines also agreed to maintain current levels of service on key routes within Hawaii and between the island state and the U.S. mainland where they don’t face much competition. Alaska and Hawaiian also agreed to consumer protections including not lowering the value of frequent-flyer rewards as they combine their loyalty programs.

GOVERNANCE

Treasury Board President and MP Anita Anand was sworn in as Canada’s Minister of Transport at a ceremony at Rideau Hall, taking over a portfolio left vacant after Pablo Rodriguez resigned from cabinet and the Liberal caucus. Rodriguez plans to run for the Quebec Liberal party leadership. “I was defending the priorities of the government, and I did it in a very loyal way,” he said. “It’s normal and it’s what I had to do. But now it’s more about my vision, the vision of the team that I’m building.” Rodriguez will stay on as an MP until the Quebec Liberal leadership campaign launches in January.

DESTINATIONS

With a strong offering of luxury tourism product already in the pipeline, the D.R. is looking to raise its profile with high-end travellers even more with a new marketing campaign promoting the country’s luxury destinations. The campaign was launched earlier this month at an exclusive gala in Miami. Hosted by Minister of Tourism David Collado, the event brought together executives from airlines and luxury hotel chains, from companies including Marriott International, Four Seasons, Virtuoso, IHG, Blue Diamond Resorts, Transat, Voyages Gendron, Voyages en Direct and more.

The Dominican Republic’s Minister of Tourism David Collado (left) with Alejandro Reynal, President and CEO, Four Seasons Hotels and Resorts

What do Canada’s airlines think about the CTA’s $790 fee proposal?

TORONTO What do Canada’s airlines have to say about a potential $790 fee per passenger complaint resolved by the Canadian Transportation Agency?

Several airlines contacted by Travelweek said they’re planning to submit their feedback to the CTA during the transport regulator’s consultation period. The one-month window opened Sept. 18.

Under the proposal, the CTA would charge airlines $790 for each passenger complaint it resolves, regardless of which party wins the dispute. The CTA’s backlog of air travel complaints now sits at about 78,000.

“WE’RE REVIEWING THE PROPOSAL”

Both Porter Airlines and Flair Airlines told Travelweek “no comment” for now as they’re focused on gathering their feedback to send to the CTA. Air Transat declined to comment as well.

“Flair will be making our submission to the CTA within the consultation period deadline and will provide no further comments until then,” said Flair’s director of communications, Kim Bowie.

Porter’s Director of Communications & Public Affairs, Brad Cicero, told Travelweek: “We’re reviewing the proposal and expect to make a submission to the CTA next month, so we’re still considering the details.”

“IT IS CONCERNING”: AIR CANADA

Air Canada is also planning to pass on its input to the CTA about the new proposed fee.

Air Canada spokesperson Peter Fitzpatrick shared Air Canada’s preliminary take on the situation with Travelweek.

“We are aware of this proposed fee and we will submit comprehensive comments to the CTA, but we can already say that it is concerning because the airline would have to pay a high fee even when it is found to have been correct in its decision about whether compensation is due or not,” said Fitzpatrick.

“This means an airline could be charged administrative fees for a complaint that are more than the average revenue it earns on a oneway fare, and more than the average compensation amount under the APPR, even when it has respected the regulations, as is often the finding of the CTA,” he added.

“THIS PROPOSAL SHOULD BE FIRMLY REJECTED”: WESTJET

Meanwhile Andy Gibbons, WestJet, Vice-President, External Affairs, shared WestJet’s initial reaction with Travelweek.

“This punitive proposal highlights a troubling disconnect between the Agency and the realities of Canada’s economy and aviation sector,” said Gibbons.

“WestJet believes the Agency’s priority should be on improving its administration and ensuring

that Canadians don’t have to wait years for a decision, especially when air carriers are required to provide a response to a complaint in just 30 days under the Air Passenger Protection Regulations (APPR),” he added.

“Imposing additional costs on the aviation industry, which is already oversaturated with fees, is very concerning particularly during an affordability crisis in Canada. Our guests deserve a system that operates efficiently and effectively before any new fees are introduced. Given that more than $70 million in taxpayer dollars has already been allocated to the agency for processing complaints, this proposal should be firmly rejected,” said Gibbons.

Foster to step down as President of Nexion Travel Group-Canada

Mike Foster, President of Nexion Travel Group-Canada and a 45-year veteran of the travel industry, says he plans to step down at the end of this year. Foster, who is based in London, ON, was hired in 1981 to open a travel agency. He eventually became its owner. The agency was then acquired by Nexion Travel Group and re-named Nexion Travel Group-Canada. Foster led the team that built one of the region’s largest agencies serving leisure, corporate, group and incentive travel, as well as independent contractor agencies.

Mike Foster PEOPLE

SAVE MORE. DO MORE. PRINCESS HOTELS & RESORTS.

Experience royal service at Princess Hotels & Resorts in Mexico and the Dominican Republic. These all-inclusive resorts offer modern designs, white-sand beaches, pools, and diverse dining. With impeccable service and stunning surroundings, enjoy unforgettable moments for family vacations, romantic getaways, or beach trips with friends.

TICO updates advice for Canada Jetlines and CJV clients

TORONTO TICO’s closure advisory for Canada Jetlines and Canada Jetlines Vacations includes information for out-ofpocket consumers.

As TICO notes, Canada Jetlines ceased operations on Aug. 15 and declared bankruptcy on Sept. 11.

Also on Sept. 11, Canada Jetlines Vacations, a TICO-registered travel retailer and tour operator, terminated its TICO registrations.

Canada Jetlines Vacations (packages) customers and travel agencies

TICO had previously received confirmation that Canada Jetlines Vacations had cancelled all future vacation package bookings (hotel and airfare) and issued refunds to affected consumers.

“If you had a future package booking with Canada Jetlines Vacations, please monitor your credit card statement for the refund. This applies to packages purchased either from Canada Jetlines Vacations directly or through a TICO-registered travel agency or website,” says TICO.

“If you had an upcoming Canada Jetlines Vacations booking that was cancelled and you have not received a refund, please contact TICO at 1-888-451-8426 or (905) 624-6241 or tico@tico.ca.”

Alternatively, TICO says consumers who have not received a refund for their Canada Jetlines Vacations booking may request a claim form at this link or by contacting TICO at 1-888-451-8426 or (905) 624-6241 or tico@tico.ca.

Canada Jetlines airline customers

“Consumers who purchased their Canada Jetlines air only travel services through a TICO-registered travel agency or booking website and who have not received the travel services or a refund may have an eligible claim against the Compensation Fund,” says TICO.

Consumers who have not received a refund for their Canada Jetlines booking may request a claim form at this link or by contacting TICO at 1-888-451-8426 or (905) 624-6241 or tico@tico.ca.

TICO adds: “Consumers who purchased airfare only directly from Canada Jetlines or through a travel agency/booking website outside of Ontario are NOT eligible for reimbursement through the Compensation Fund.”

What’s the RIU difference? “Service, and the best value for money,” says Kaestner

TORONTO Sunwing Vacations and RIU Hotels & Resorts go way back, and their partnership is as strong as ever.

The two travel powerhouses recently celebrated their partnership with a special presentation.

Trade media and industry partners were invited to join the RIU portion of Sunwing Vacations’ annual employee leadership event, Amplify, held at The Arlington Estate in Vaughan, ON.

Following the presentation, participants had the opportunity to enjoy the essence of RIU’s Elite Club experience.

“AN

EASY SELL”

Armin Kaestner, RIU’s Vice President of Sales, Contracting & Business Development, delivered an informative keynote presentation, along with eye-catching visuals that included Before and After images highlighting sweeping renovations to RIU properties.

The look for RIU’s rooms and suites going forward is sleek and classy, with sophisticated dining venues and beautiful lobbies and public spaces. The modern look for the much-loved brand drew gasps and applause from the audience.

What’s the RIU difference? Service, says Kaestner, and the best value for money.

“We have a very strong corporate structure to manage costs. And we go for high occupancies. We are proud to say that, on average, our hotels

worldwide have 90% occupancy on average year-round. These two things combined allow us to be very effective,” says Kaestner.

GROWING GLOBAL FOOTPRINT

RIU’s global footprint has grown to the point that the company sells more than 5,000 rooms a day across the chain.

Best known to Canadian travel advisors for its Mexico and also Caribbean properties in Aruba, the Bahamas, Costa Rica, the D.R., Jamaica and Panama, RIU also has resorts in the Maldives, Sri Lanka and UAE, and Cape Verde, Mauritius, Morocco, Senegal and Tanzania, plus hotels as part of its RIU Plaza urban line in several cities in Europe and the U.S. Even Toronto is slated to get a RIU Plaza hotel.

The simplicity and consistency of RIU’s offering makes the properties “an easy sell,” says Kaestner. “We only have two brands. And within both brands we have adults only, and family. We are very streamlined with the two brands. You know exactly what to sell. And the client knows exactly what they’re going to get.”

Fun perks like the RIU Party experience have created a whole new level of evening entertainment for resort guests. “They’re free and people have a blast,” says Kaestner.

“We also have a strong commitment to sustainability and social responsibility. It’s important and it’s going to get even more important with the new generations,” he adds.

Recent renovations for the company include Riu Palace Bavaro in Punta Cana. According to RIU, the refurbishment of the D.R. favourite “establishes the new style and design that RIU has chosen for all of its refurbishments and new-build hotels:

discreet décor in subtle and elegant tones combined with greater and better use of natural light.”

Like most companies, RIU did a bit of a pivot coming out of the pandemic. The new-look décor is part of RIU’s strategy to put more focus on markets like the U.S. and Canadian. That also included more and bigger beds for all the family groups and friend groups vacationing together in the wake of the pandemic. “The smallest beds in our rooms after renovations are now queen size beds. We don’t have twin beds anymore,” said Kaestner to applause.

“It’s amazing how we are changing and upgrading our product. We are very excited about it,” he added.

BEST OF THE BEST

Earlier this month Sunwing Vacations announced the launch of its 20242025 Best of the Best List, featuring more than 250 top-rated resorts across 50-plus categories combining travel expert recommendations, star ratings and customer feedback.

This month, in honour of Sunwing Vacations’ month-long partnership known as ‘RIU September’, four special lists are being unveiled throughout September highlighting RIU’s most sought-after sun destination properties.

The full list can be viewed at www. sunwing.ca/en/best-vacations and will be updated weekly from now until late October.

TRAVEL AGENTS KNOW

Collette launches Encompass with new tools for agents

MISSISSAUGA Collette is making it easier for travel advisors to work more efficiently and grow their business with four new and enhanced tools.

Launched as part of its Encompass campaign, the four self-service and learning tools include: a Travel Advisor Portal with customizable content, links and tools; Collette University with quick, self-paced courses designed to help advisors grow their business and serve their clients; MyCollette, A self-service platform where advisors can view and manage their bookings in one place; and a 76-page Travel Advisor Resource Guide.

MyCollette and the Travel Advisor Portal are designed to enhance efficiently, while Collette University and the Travel Advisor Resource Guide focus more on building confidence and selling.

“With a team highly dedicated to the advisor experience, we were able to pinpoint the kinds of support that’s powerful and meaningful to the advisor community,” said Christian Leibl-Cote, Collette’s EVP Global Sales. “Through advisor feedback and collaboration with advisor focus groups, we were able to develop tools that allow advisors to sell confidently and work more efficiently.”

Travel advisors can create their account now and access all tools in the Travel Advisor Portal by going to gocollette.com/travel-advisors.

New property: AVA Resort Cancun

AVA Resort Cancun sets a higher new standard of all-inclusive travel – a world of constant golden sunlight, soft white sand, and views of the ocean in every direction.

Plus, for a limited time, travellers will receive $200 per room, per night* to use towards spa services, golf, beauty salon services and bowling.

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All of AVA’s suites and villas are inspired by the sunlit white sand and translucent blues of the Mexican Caribbean sea, with floor-to-ceiling windows, incredible ocean views, spacious private terraces, and a menu of in-room amenities.

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Travel window: September 1, 2025 – October 31, 2025; September 1, 2026 – October 31, 2026.

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Artist rendering

A perfect retreat by the sea

The all-inclusive Casa Marina Reef Resort is a breathtaking destination for a sunny family vacation. At this seaside property, families can enjoy spacious and comfortable rooms, a semi-private beach with 500 meters of golden sand and tons of activities and entertainment for all ages. Between that, the flavourful gastronomy and refreshing breaks in their built-in reef spas, it’ll be a holiday to remember for everyone.

TravelBrands adds Riverside Luxury Cruises

TORONTO TravelBrands Encore Cruises has partnered with Riverside Luxury Cruises.

Nathalie Tanious, President & CEO of H.I.S. Canada Travel Inc., the parent company of TravelBrands, says the new addition to TravelBrands Encore Cruises portfolio reflects the company’s commitment to enhancing and diversifying its offerings, ensuring travel agents have exceptional options to present to their clients.

Riverside Luxury Cruises’ fleet features the largest average suite on the rivers and has king-size beds in every suite, she adds. Personal butler service, 24-hour room

service and gourmet cuisine are available anytime.

Riverside’s flexible itineraries include shorter options of three to five nights, and an all-inclusive experience covering port charges, transfers and gratuities. Itineraries sail the Danube, Rhine, Main, Moselle, Rhone and Saone.

“Our mission is to continually innovate and deliver extraordinary travel experiences,” says Tanious. “Partnering with Riverside Luxury Cruises allows us to enhance our offerings with luxurious and intimate cruise options. Their passion for exceptional quality perfectly aligns with our focus on providing premium travel experiences and expanding the range of choices available to travel agents.”

To celebrate the new partnership, all Riverside Luxury Cruise bookings made by Nov. 29 will receive a €300 onboard cruise credit for five-night or longer sailings.

Additionally, travel agents will earn 2,000 Loyalty Rewards points per stateroom on any sailing when booking Riverside Luxury Cruises.

Agent portal WheelsUpNetwork

rebrands to Global

Agents

TORONTO WheelsUpNetwork, a leading portal for travel agents in Canada, has rebranded to GlobalAgents.ca.

The GlobalAgents.ca site will go live on Oct. 1.

The company says the change reflects its continued international growth and commitment to providing travel agents with the tools they need to earn, learn, and save in an everevolving industry.

For over a decade WheelsUpNetwork has been a trusted resource for Canadian travel agents, offering industry news and insights.

As part of the rebranding to Global Agents, the company aims to unify its presence across its established markets, which now include the U.S., UK, France, Spain, Mexico and various countries in LATAM.

With a global network of 250,000 travel advisors, the rebranding will streamline communications and enhance the overall user experience.

“We are delighted with the growing engagement our website portals have with travel agents in all markets and Canada particularly, and merging all in to one brand will give us further flexibility to provide relevant global information to agents whilst maintaining market specific content. It will also facilitate further international growth,” said Richard Kirby, Managing Director, Global Agents.

He added that the rebranding toGlobal Agents.ca is not just a change in name; it represents a commitment to enhancing the value provided to travel agents worldwide. The new platform will continue to offer the same high-quality resources and support that agents have come to rely on, while also expanding its offerings to meet the needs of a diverse global audience.

Travel advisors can look forward to an improved experience on GlobalAgents.ca, where they will find information tailored to their specific markets, alongside global insights that will help them thrive in the competitive travel landscape.

For more information about the rebranding and what it means for travel agents, email Kate Ivchenko at kivchenko@globalagents.net. And check out the new GlobalAgents.ca site when it goes live on Oct. 1.

WE’RE DELIGHTED WITH AGENT ENGAGEMENT WITH OUR PORTALS IN ALL MARKETS AND CANADA

Melissa DaSilva named interim

CEO

of TTC Tour Brands

The Travel Corporation has appointed Melissa DaSilva as interim CEO of TTC Tour Brands, effective immediately.Most recently serving as President of TTC Tour Brands North America, DaSilva succeeds Gavin Tollman, who, after being at the helm of TTC Tour Brands since its inception, will exit the business when the company sale closes later this year. This past July it was announced that Apollo Funds will acquire The Travel Corporation. In her interim position, DaSilva will oversee TTC Tour Brands’ portfolio of six brands, which includes Trafalgar, Insight Vacations and Contiki. She will also support the search process for her successor as President of North America.

Melissa DaSilva PEOPLE

yourself in the pleasure of

enjoying life, your way. Immerse

Unleash your most sophisticated desires, poolside at TRS Yucatan Hotel. Indulge in spectacular views while lounging in our alluring Balinese beds. We’ll cater to your every need. International à la carte restaurants, Zentropia Palladium Spa & Wellness and Chic Cabaret & Restaurant await you, on your luxury adults-only vacation.

• Complimentary Wi-Fi

• 24-hour Sports Bar

• Nightly entertainment

• Unlimited à la carte dining

• Specialized food allergy program available at all restaurants

• 24-hour limited room service menu available. (delivery charges may apply)

• Complimentary access to the Chic Cabaret & Restaurant. (where available) With Infinite Indulgence®, it’s all included.

For more information, please contact your preferred travel partner,

TTC Tour Brands has new trips for the 2025 travel season

CYPRESS,.CA TTC Tour Brands is debuting new trips for Trafalgar, Insight Vacations and Costsaver for 2025.

This expansion of North America, Europe, and Asia itineraries reflects the company’s commitment to providing exceptional worldwide travel experiences across its brands, says Melissa DaSilva, President of TTC Tour Brands, North America.

“Partnering with vibrant local communities and uncovering new destinations is at the heart of what we do,” said DaSilva. “Our latest trips embody our mission of delivering authentic, immersive travel experiences that resonate deeply with our travellers. Whether it’s exploring the natural beauty of Alaska, delving into the rich cultural heritage of India, or visiting the historic landmarks of Europe, each itinerary is crafted to offer something unique and provides the chance to intimately experience the diverse and captivating cultures, histories, and landscapes around the world.”

New trips with Trafalgar include new itineraries in scenic U.S. hotspots, historical European cities, and more. Highlights include the sevenday Alaska Northern Lights, the eight-day Highlights of Germany, the eight-day Best of the Pacific Northwest, the 11-day updated Best of India and the seven-day Charms of the Southeast USA.

With Insight Vacations, new for 2025 is a Battlefields of WWI and WWII trip, a Scenic Ireland journey and a Scenic Scotland trip too. In addition, Insight Vacations’ 11 small-group womenonly tours span five continents, including Europe, the Americas, India, and Africa, with experiences aimed at uplifting women’s voices and supporting local women-owned businesses and communities.

And with Costsaver, new next year is the 11-day Highlights of Northern India with Mumbai. The epic new journey explores Delhi and the iconic Taj Mahal, the Pink City of Jaipur and the Blue City of Jodhpur.

All the new itineraries offer TTC Tour Brands’ signature MAKE TRAVEL MATTER experiences.

All itineraries are currently available to book for travel in 2025.

Visit Orlando coming to Ottawa and Montreal this fall

ORLANDO Visit Orlando is packing its bags and heading to Canada for a Canadian road show this fall.

Back for a second year, the Orlando Canadian Sunshine Tour will visit Ottawa on Oct. 9 and Montreal on Oct. 10, bringing together travel advisors, tour operators, industry stakeholders and key Orlando partners to showcase what’s new in ‘The Theme Park Capital of the World.’

Each event will feature interactive sessions and networking opportunities, and provide travel advisors with hands-on trip planning experiences, from world-renowned theme parks and Michelin-starred dining, to cutting-edge hotels and local neighbourhoods.

“We are ready to spread the sunshine in Ottawa and Montreal, two key markets offering increased airlift into Orlando,” said Casandra Matej, President and CEO of Visit Orlando. “With Canada being our top international market, we value the opportunity to connect with our partners and further solidify Orlando as the top destination for Canadian travellers.”

Participating partners include: Rosen Hotels & Resorts; Mears Transportation / Mears Connect; Grove Resort & Water Park Orlando; Universal Orlando Resort; Orlando World Center Marriott; Walt Disney World Swan and Dolphin + Swan Reserve; Marriott Village Orlando; Evermore Orlando Resort; and Walt Disney World Resort.

The road show comes on the heels of the launch of Visit Orlando’s

India with Costsaver

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‘Unbelievably Real’ Canada campaign on Sept. 2. Running until Nov. 4 and targeting the Ontario and Quebec markets, the campaign aims to drive travel demand for the rest of 2024 and early 2025, primarily through TV, out-of-home and digital display, online video, paid social and search engine marketing across Canada. New to the campaign are highimpact, out-of-home ads in Toronto’s Distillery District, as well as a 3D billboard at the Toronto Eaton Centre.

Earlier this year, Visit Orlando announced that Canada remains the city’s top international market, with more than 1.2 million visitors travelling to Orlando in 2023, the highest number from this market in Orlando’s history. The destination welcomed 6.13 million international visitors last year, an increase of 25% over 2022 numbers.

Goway launches September sale on trips to Australia, NZ & South Pacific

TORONTO — As the leader in tailor-made travel to Australia, New Zealand and the South Pacific, Goway is making it easier for travellers to explore these iconic destinations with a region-wide sale this September.

Goway has launched special offers on over a dozen trips across Australia, New Zealand and the South Pacific islands of French Polynesia, Fiji, and the Cook Islands.

Travellers can also take advantage of savings on regular priced trips across these regions.

This September, travellers can save Cdn$200 on trips to Australia, New Zealand and the South Pacific when booking 7+ nights and international airfare. This offer only applies to new bookings and cannot be combined with any other offer.

“We pride ourselves on our South Pacific roots at Goway,” says Renee Stanton-Defaria, Director of Sales at Goway.

“We were founded by an Australian and know Australia, New Zealand, and the South Pacific better than anyone else. We have decades of experience selling these destinations and the insider knowledge necessary to plan dream trips to these regions. This sale sweetens the deal for travellers to encourage them to explore these countries sooner and experience all their wonders for themselves.”

Goway’s region-wide sale to Australia, New Zealand and the South Pacific is active until Oct. 5.

Learn more on Goway.com.

Orlando skyline

Sydney, Australia

*Visit beaches.com/disclaimers/jamaicasale or call 1-800-BEACHES for important terms and conditions. Beaches® is a registered t rademark. Unique Vacations, Inc. is an affiliate of Unique Travel Corp., the worldwide representative of Beaches Resorts. 8825/0924

Goway showcases enhanced Nordic product line

TORONTO Goway has rolled out 14 new itineraries in Northern Europe, to Nordic countries like Denmark, Finland, Norway and Sweden.

According to Paul Holinaty, Product Manager for Central & Northern Europe at Goway, these remarkable nations cater to cultural travellers who want to explore beautiful and well-appointed city centres, or venture into awe-inspiring natural surroundings, including the fjords and the Arctic Circle.

Sample itineraries include the 10-day Ultimate Arctic Adventure & Tromso, and the six-day Classic Sognefjord.

“We have completely revised and updated our travel itineraries through the Nordics with a focus on the four capitals and Lapland,” says Holinaty. “Whether travellers are searching for the Northern Lights, wanting to enjoy a bucket-list experience such as the North Cape in Norway, cruising between Stockholm and Helsinki, or simply enjoying the café culture of the four capitals, Goway has an itinerary that will help them unlock these beautiful nations.”

HX launches 2026-2027 season with incentive

LONDON HX has rolled out offerings for its 2026-2027 season ahead of its 130th anniversary.

New voyages will be available in bucket-list destinations like Antarctica, Alaska, Greenland, Norway and the Galapagos, building on the company’s legacy of expedition cruising that first began in 1896 with the launch of the ‘Sportsman’s Route’ to Svalbard.

At that time, only explorers ventured into such remote regions; now, 130 years later, HX continues to bring travellers to the edge of the world, deepening connections with the people and places central to each destination.

HX is offering loyalty members an additional 5% discount on all 20262027 season sailings (combinable with other offers).

Travellers can also take advantage of a lower deposit of 15% on bookings made through Nov. 11, 2024, for select HX departures from April 1, 2026 to March 31, 2027.

Edinburgh, Scotland

RIT Vacations debuts 2025 brochure

TORONTO RIT Vacations has released its 2025 brochure.

The new collection introduces seven exclusive new tours across Ireland, Scotland, England and Wales.

Ranging from off the beaten track sightseeing tours to premium first-class coach tours, the tours promise unforgettable experiences, showcasing the rich cultural history and natural beauty of Ireland and the UK, says Jonathan Sargeant, RIT’s Director of Sales.

“Our new 2025 tours reflect our ongoing dedication to crafting unforgettable travel experiences,” says Sargeant. “As we celebrate 24 years in business, we’re excited to share this milestone with our loyal travellers and continue our strong

Expedition cruising with HX

FULL-PAGE AD Family time in the sunshine

Those who want to reset in a place where palm trees are everywhere, the beach is pristine and the water isan impeccable turquoise hue will luck out at the Lopesan Costa Bavaro Resort Spa and Casino.

This all-inclusive spot has all the sought-after amenities for quality time with family. They have an ever-so-popular waterpark for kids and a variety of swimming pools. There’s a ton of culinary options, as well as nightly entertainment that always impresses. It’s the perfect stress-free vacation.

partnerships with travel advisors to make dream vacations a reality.”

The new offerings for next year include ‘Cliffs & Countryside’ in Ireland, three new tours in Scotland, two new tours in England and one new tour in Wales.

Early booking bonuses of up to $200 per couple are available for select new 2025 tours booked by Dec. 31, 2024.

Clients can save $100 per person ($200 per couple) on the new RIT Devon & Cornwall coach tour. Save $50 per person ($100 per couple) on all RIT premium sightseeing tours. Booking deadline is Dec 31, 2024. A $300 non-refundable per person deposit is due at time of booking. Full payment is due 60 days before departure, and the deal is combinable with the past passenger discount.

To request copies of the new brochure, order through Envoy’s agent portal: https://www. envoynetworks.ca/agent-login.

LET’S MAKE DREAM TRIPS A REALITY

Free connectors with ACV for Sandals and Beaches Resorts in Jamaica

TORONTO For a limited time, Sandals and Beaches Resorts guests booked with ACV and departing from four Canadian cities will receive free connecting flights to Toronto, en route to Montego Bay.

The four cities are Vancouver, Calgary, Edmonton and Halifax.

From now through Oct. 11, 2024, all new ACV bookings made to any of the seven Sandals Resorts or two Beaches Resorts in Jamaica will include free connecting flights from these four gateways to Toronto and on to Montego Bay.

The deal represents a savings of up to Cdn$350 per person and is valid for departures Nov. 1, 2024 –Aug. 31, 2025.

The offer can be paired with another exclusive, Instant Savings offer of up to Cdn$950 at select Sandals and Beaches Resorts in Jamaica.

The Instant Savings is valid on airinclusive packages of five nights or longer, in all room categories with no blackout dates, for travel now through Dec. 31, 2024.

Maureen Barnes-Smith, Vice President Sales & Marketing Canada, Unique Vacations Canada Inc., says: “This is an incredible opportunity for Canadian travel advisors to once again look like superstars to their clients. By taking advantage of these two exclusive, limited time offers with Air Canada Vacations, advisors can save their clients thousands of dollars on their next trip to Sandals or Beaches Resorts in Jamaica. Who doesn’t want that?”

Travel advisors can also earn Points to Paradise by registering the ACV booking on the Sandals TA Portal within 30 days of making it.

For every room dollar paid by the clients, advisors will earn one point to redeem on a Sandals or Beaches vacation of their very own.

For more information, travel advisors can contact their local Sandals BDM or call 1-800-545-8283.

New ship, new sailings and more for Uniworld in 2025

LOSANGELES Uniworld Boutique

River Cruises has a busy year ahead in 2025, with the debut of its latest ship, new itineraries and several cruise extensions.

Not only is the cruise line launching the S.S. Elisabeth in March, with its inaugural sailing departing from Amsterdam, it is also rolling out six new itineraries in Italy, France, Portugal and beyond, along with multiple cruise extensions and more.

“We’re looking forward to another exceptional year of travel ahead at Uniworld, with a variety of innovative itineraries, extensions and the addition of another beautiful Super Ship that we know our guests will love,” says Ellen Bettridge, President and CEO of Uniworld. “Our new offerings have been thoughtfully designed to create unforgettable moments across the globe. We can’t wait for our valued guests, both returning and new, to experience everything that we have in store for 2025.”

Uniworld is currently running an early booking bonus which allows guests who book and pay in full by Sept. 30, 2024 to save up to 20% on select 2025 cruises, including new itineraries.

The brand new S.S. Elisabeth will join its sister ship, the S.S. Victoria, next season, accommodating up to 110 guests in 55 luxurious suites and staterooms, some of which will be the largest on the rivers of Europe. Onboard, guests will also find a pool, gym, massage room, sundeck bar and more. The ship will set sail on the eight-day Castles Along the Rhine in March 2025, followed by the Rhine Holiday Market sailing during the 2025 holiday season.

In 2025, Uniworld will launch the following six new itineraries in Europe. The new offerings including ‘Cruise & Rail: Paris to Istanbul’ and ‘Wine Roads of France and Portugal’. Uniworld is also adding six cruise extensions on itineraries across Europe in 2025.

Travel advisors are encouraged to complete the ‘What’s New for 2025’ certification on the online training portal, Uniworld University. See https://www.uniworld.com/ca/ uniworld-university.

Antigua and Barbuda

Black Pineapple Awards coming this December

TORONTO Top-producing travel professionals will be fêted at the first-ever Antigua and Barbuda Black Pineapple Awards, scheduled for Dec. 6 - 8.

The awards aim to honour and celebrate the outstanding achievements of hard-working travel agents from around the world, says Antigua and Barbuda’s Minister of Tourism, Charles Fernandez.

“We are incredibly proud to host the inaugural Antigua and Barbuda Black Pineapple Awards this December.

WE’RE LOOKING FORWARD TO ANOTHER EXCEPTIONAL YEAR OF TRAVEL AT UNIWORLD

The Awards are not just another industry event; they are a prestigious celebration of the incredible work done by our global travel partners. It will be the perfect way to say a heartfelt thank you to the agents who are the backbone of our industry. I can’t wait to welcome and celebrate with the one hundred outstanding agents here in Antigua and Barbuda as we honour their dedication and commitment,” said Minister Fernandez.

Organized by the Antigua and Barbuda Tourism Authority and the Antigua and Barbuda Ministry of Tourism, the event is expected to bring together 100+ top-producing travel professionals globally (including 25 from Canada), for an

Uniworld’s S.S. Elisabeth

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exclusive celebration in the twinisland paradise. The event is named for the unique and delicious Antigua Black Pineapple and recognizes travel agents’ pivotal role in promoting Antigua and Barbuda as a mustvisit destination.

The awards are open to all travel agents from Canada, the UK, Europe, the U.S., and the Caribbean, including home-based agents, retail agents, and tour operators who have made bookings to Antigua and Barbuda Oct. 1, 2023 - Sept. 30, 2024.

Canadian travel advisors can log their bookings using this approved form or on the travel agent specialist program website – www.AntiguaBarbudaTA. com, by Oct. 6, 2024, to secure their chance to join the winner’s circle. Backdated bookings remain valid, ensuring every sale counts towards an agent’s opportunity to win.

As Colin C. James, CEO, Antigua and Barbuda Tourism Authority, asserts: “This year has been extraordinary for Antigua and Barbuda, with record-breaking tourism arrivals. This success is a testament to the relentless efforts of our teams and partners in our key markets who have delivered exceptional service. And this event is all about celebrating you.”

The weekend event for the 100 top-performing agents will be an all-expenses-paid trip, including return flights and luxurious accommodations. Celebrations will culminate in a black-tie gala on Dec. 7. Other highlights include a luxury island tour, a private catamaran cruise with snorkelling, beachfront yoga sessions and more.

Travel agents are advised to “mark your calendars, start logging your bookings and submit them by October 6 to be considered.”

Maritime Travel named a Best Employer Canada for 2024

HALIFAX Maritime Travel has been recognized as a Mercer Best Employer Canada for 2024.

Mercer’s annual assessment identified Maritime Travel as excelling across critical people factors including employee engagement and the organization’s agility, leadership and talent focus.

The award recognizes organizations that have transformed their people practices to drive better business results. Part of Mercer’s measurements involved an independent survey of all Maritime Travel employees.

Maritime Travel has been in business since 1949 and is one of Canada’s largest independent travel agency chains. Based in Halifax, with 95 locations coast to coast, the company employing 400+ travel agents.

Maritime Travel was also recently named a Platinum Club winner of Canada’s Best Managed Companies for 2024. Prior to that, it has been named one of Canada’s Best Managed companies every year since 1998.

“We know that our travel agents are exceptional team members,” says Gary Gaudry, President, Maritime Travel Inc. “And we’re especially delighted to know they are also among the most engaged workforces in the country. This is particularly rewarding when you consider the global workforce challenges of the travel industry the past few years.”

Some of the award’s benchmarks include employee’s perceptions of senior leadership, peoplemanager effectiveness, enabling

employee productivity, and valuing and appreciating employees.

Mercer is the largest HR consulting firm in the world.

Francine Allen PEOPLE

Couples Resorts welcomes new Director of Sales, Canada

Couples Resorts has appointed Francine Allen as its new Director of Sales, Canada. In her new role, Allen will spearhead sales efforts across Couples’ four properties: Couples Tower Isle, Couples Sans Souci, Couples Swept Away, and Couples Negril. Allen joins the Couples team from Venturo Hospitality Group in the UK where she led global marketing strategies and brand management. Her career also includes previous roles at Air Canada, as well as marketing, sales and hotel operations at Sandals Resorts and Unique Vacations. In addition to Allen’s appointment, Couples Resorts has also promoted Garfield Collins to Director of Strategic Accounts, North America.

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