Travelweek - August 18th, 2022

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What’s the cure for Canada’s air travel ills? One aviation expert’s take on what to expect from the transport committee’s hearings

By Kathryn Folliott

TORONTO — It’s easy to see how everyone thought they were doing the right thing.

After air travel was ravaged for more than two years by the pandemic and its border closures, Canada’s airlines and airports - and of course, Canada’s travellers - were primed for the biggest comeback the industry had ever seen.

Anticipating a tsunami of pent-up demand, airlines quickly ramped up flight schedules as restrictions on outbound travel loosened in the early spring. Meanwhile the summer travel season promised soaring demand. Routes were reinstated at a dizzying pace with plenty of frequencies.

Schedules weren’t as robust as in 2019, but compared to the past two years, summer 2022 was the ‘lightbulb moment’ everyone in the industry had been waiting for, and desperately needed.

Hindsight is always 20/20 and looking back at the start of travel’s comeback summer, the warning signs were there.

Early in the planning stages, as restrictions began falling to the wayside in February and March, airlines, airports and everyone else in the industry could only guess at summer demand

levels after an unthinkable two years.

And while the industry was already well-versed in the frustrations of short-staffing due to COVID-19, the labour shortage that saw record levels of job vacancies made a bad situation worse.

But the demand was there, and the re-start was flying, until suddenly, there was turbulence. Would-be travellers saw reports of hours-long lineups at Canada’s biggest airports, particularly Pearson. Then came waves of flight delays and cancellations.

This week the House of Commons transport committee is set to hold its first hearing, to look at what went wrong with air travel coming out of the pandemic, and how to fix it. Canada’s Transport Minister Omar Alghabra is expected to speak, along with airline and airport execs.

Travelweek spoke to aviation industry expert John Gradek to get his take.

“Everybody wanted to bring back passenger traffic,” Gradek tells Travelweek. “It was in the airports’ best interest to maximize passenger numbers, to bring in revenue from the AIF and the landing fees.”

And after losing billions over the two years of the pandemic, it was in the airlines’ best interest to maximize passenger traffic too.

“THERE WAS NEVER A HAMMER”

Anyone expecting quick miracles to come out of the transport committee hearings shouldn’t hold their breath, from what Gradek says. With so many contributing factors to the air travel chaos, “it will be difficult to pin it on any one reason.”

Big, high-capacity airports like Pearson and Vancouver are slot-controlled. The process of allocating slots for travel’s restart would have started months and months ago, with airports declaring their capacity, and airlines snapping up the slots. “There are lots of conversations between airlines and airports,” says Gradek, adding “there was no pushback from the airports” when airlines outlined their summer plans.

“The airports tried to staff up, but the hiring process has been tough for every industry. The airlines had enough crew to accommodate demand, but the airports’ infrastructure didn’t. And the airports didn’t do a good job of putting a halt to the growth plans that airlines had for summer,” he says. At least, growth plans compared to the previous two years, which left airports, airlines and the entire travel industry deep in the whole. Rebound was crucial, and everyone wanted travel to restart with as much momentum as possible.

Soon travel’s rapid restart, coupled with soaring demand, impacted the air travel experience not just in Canada but around the world, as Canada’s airports and airlines have been quick to point out.

Scenes of airport chaos at London Heathrow played out just like at Pearson. But then the UK’s Civil Aviation

Authority (CAA) and the Competition and Markets Authority (CMA) stepped in. “The CAA and the CMA told Heathrow’s airport authority, ‘fix it’,” said Gradek.

In mid-July, Heathrow capped the number of daily passengers to 100,000. Some airlines, notably Emirates, took umbrage with the decision, calling it “entirely unreasonable and unacceptable”. Emirates promptly added more flights into Gatwick. British Airways meanwhile suspended short-haul flights to meet the cap.

Heathrow recently said the daily 100,000 passenger cap is working and has extended it through Oct. 29.

With perhaps the best intentions, in Canada “there was never a hammer,” says Gradek. Airports never told the airlines to scale back their schedules. Here, he adds, authority on who has the power to reduce or control the number of flights “falls through the cracks.”

FLIGHT CANCELLATIONS

As travel advisors well know, Canada’s major airports have only been part of the problem this summer. Flight cancellations were rampant and added to the frustration. The labour shortage has only fuelled the problem.

Recently reports surfaced of airlines rejecting refund claims for fl ights cancelled due to staffi ng issues; the airlines say crew constraints are a safety issue and therefore not grounds for a refund.

But there’s more to it, says Gradek. “Staffing is the airline’s responsibility,” he says. “And the reason you’re short on staff is because you’re flying too many airplanes.”

Broader rules for Canada’s Air Passenger Protection Regulations (APPR) will come into effect Sept. 8, 2022, “to ensure passengers are compensated for flight delays, cancellations, and other incidents that may be out of an air carrier’s control,” according to Transport Canada (see story on page 9 for more details).

Air Canada spokesperson Peter Fitzpatrick told Travelweek that Air Canada remains committed to continue fulfilling its obligations under APPR.

“Decisions to cancel flights are not taken lightly, and only as a last resort due to the impact such an event has on customers, aircraft and crew, not only for the initial flight but also for subsequent flights the aircraft and crew are scheduled for. Cancellations are relatively rare, and in the second quarter we had a 96.3% flight completion rate, meaning more than 96% of flights planned for each day actually flew on average,” said Fitzpatrick.

He notes that the APPR outlines several categories for required duty of care, and compensation, depending on the circumstances. Some cancellations are within the airline’s control, and some aren’t. “There is also a third category, where cancellations are within the airline’s control but for safety reasons, in which case there are obligations on the carriers for such things as meal vouchers and hotels, but not compensation. This properly recognizes that the top priority for any carrier (and customers) is to operate safely and that there should be no penalties for making decisions based on safety.”

Fitzpatrick also says Air Canada has more employees proportionate to its flying schedule compared to pre-pandemic times. “In the current quarter we are at 90% of our pre-COVID staffing level and plan to operate 79% of our pre-pandemic third quarter capacity.”

Air Canada’s latest stats, released yesterday (Aug. 17), show a substantial reduction in the volume of flight cancellations. During the week of August 8, there was a 77% reduction in the number of cancelled fl ights as compared to the week of June 27. And flight completion reached 96.7%.

“THE TRAVELLING PUBLIC DESERVES BETTER”

Everyone in the travel and airline industries has an opinion about what should come out of the transport committee hearings.

“If I was called to speak at the hearing, I’d ask, how do we make sure this doesn’t happen again,” says Gradek.

“In the U.S., [Secretary of Transportation] Pete Buttigieg told the airlines, if you don’t cut [flights], we’ll do it. Minister Alghabra has said he doesn’t want to do that, says Gradek. Air Canada did trim its schedule for July and August, and WestJet says a streamlined schedule has been a priority.

It’s the Canadian way - giving people, or companies, the benefit of the doubt and trusting that they will do what’s needed to fi x the situation. “Meanwhile passengers are getting stuck in the middle of this ‘amicable discussion’,” says Gradek. “The travelling public deserves better.”

The only sure-fire fix, aside from limiting flights, is a drop in demand, and no one wants that. Says Gradek: “Passengers staying away from the airport - that’s what’s going to resolve it.” If scenes of long lineups and passengers with cancelled flights sleeping on the airport floor continue to surface for the coming months, demand just might take a dive. And the airline and travel industries can ill afford that.

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Chasing the Midnight Sun in Iceland, a spa-goer’s and adventure lover’s dream destination

man-made lagoon is rich with mineral waters and is a perfect first stop before an afternoon hotel check-in.

By Annie Cicvaric

REYKJAVIK — If the urge to wander off the beaten path strikes and you are curious enough to look a little deeper, it’s easy to fall under the spell of Iceland.

It is preposterously pretty.

After navigating the pandemic restrictions, it felt liberating to get my wings back, and I was ecstatic to experience this Nordic country with all its charm and mystical offerings. Over the past decade, Iceland has climbed the charts and become a sought-after bucket list destination for good reason.

Why is Iceland so trendy? And why are many travellers donning their jackets and flocking to the cooler weather, even in summer?

Unsurprisingly, the landscape’s unspoiled natural beauty is breathtaking and draws millions of tourists annually. If you’re seeking vast open spaces, you need not look further; there are simply no crowds here.

Located midway between North America and mainland Europe, this Viking-settled mighty nation of 360,000 is easily accessible by both neighbouring continents. And the good news is, there is no wrong time to visit.

September through March brings in the peak season for the elusive Northern Lights and summers brimming with endless hours of sunlight.

For myself, chasing the solstice midnight sun and basking in endless daylight was my calling, and it was genuinely magical.

As I traversed across Iceland, I experienced untamed natural diversity and complex landscapes firsthand, from surreal lunar-like terrain, to fields drenched in a sea of blooming vibrant purple Alaskan Lupines, to black beaches, endless waterfalls and erupting volcanos.

HOT SPRING BLISS

Blessed with an abundance of geothermal hot springs, Iceland has a thriving bathing culture which dates back centuries. It’s a favourite pastime for locals and tourists alike.

Although there are many bath spas to choose from in Iceland today, the Blue Lagoon is world-renowned and the country’s top tourist attraction. Located just minutes from Keflavik International Airport, it is also one of National Geographic’s 25 Wonders of the World, making it a given on everyone’s Icelandic itinerary. This

I was delighted to try The Retreat Spa at Blue Lagoon, a 5-hour luxury experience that included access to my own private change room and the comfort of a thick plush bathrobe and slippers. The Blue Lagoon Ritual provided a sequence of invigorating skincare treatments. Meanwhile, Iceland’s Sky Lagoon, which opened in 2021, is a new opulent spa quickly gaining recognition. Conveniently located just on the outskirts of Reykjavik, this slick, state-of-the-art facility provides an infinity pool complete with grottos, waterfall and ocean views.

ICELAND’S MUST-SEES? CHECK!

Navigating around Iceland can be pretty straightforward. Car rentals are popular and readily available for those who prefer to self-drive, with wide open roads to greet them.

But if you prefer to sit back, relax and leave all the driving to the pros, your best bet is to choose from a wide range of carefully curated tours anywhere from half to full-day excursions.

My daytime adventures consisted of two of Iceland’s most popular, offered by Reykjavik Excursions.

The South Coast Classic is a full-day excursion with several unforgettable points of interest. It includes the stunning Seljalandsfoss waterfall, where you can walk behind the thundering waterfall itself, and a stroll on the world famous and most scenic spot in Iceland, the black sand beach of Reynisfjara, unique for the basalt sea stalks that jut out off its coast. Nestled nearby is the charming neighbouring village of Vik.

REYNISFJARA, ICELAND

The Golden Circle is yet another perfect combination with a viewing of erupting geysers, hot springs, and Gullfoss’s waterfall, where a walk down to the waterfall’s edge leave visitors enthralled by the most impressive cascade. There is also a visit to the Thingvellir National Park, home of the world’s oldest parliament and the best place to see the tectonic plates of Eurasian and North America.

Another top contender that will add a shine to the endless list of experiences is visiting an ice cave, a phenomenal activity available year-round in Iceland. Tour company Into the Glacier provided an epic adventure from Husafell that brought us to the raw nature of Langjokull, Iceland’s second largest glacier.

As the week progressed, I happily crossed off several classic Icelandic experiences. Horseback riding on an Icelandic horse in a field of wild yellow flowers? Check. Visiting The Whales of Iceland Museum, the largest whale museum in Europe? Check. FlyOver Iceland, Reykjavik’s newest attraction with motion seating? Check. Perlan, the beautiful glass dome building, offers a planetarium, interactive museum and fine dining. Check. Last but not least, an Icelandic hot dog with all the local trimmings, including crispy fried onions? Check.

REYKJAVIK’S RICH WITH CULTURE

Somewhere between indulging in thermal baths, breathing in the island’s

rugged natural beauty, and a raft of one-of-a-kind activities, time is well spent exploring Reykjavik, Iceland’s capital, a treasure on its own that requires little introduction.

A walkable city with a modern verve, vibrant nightlife and enviable culture, who would have known Reykjavik also hits the mark on the culinary scene? Today, this tiny nation hosts a plethora of casual to upscale international cuisines and even boasts several Michelin-rated restaurants.

In addition to Iceland’s growing list of accolades, who would have known that this small Nordic country made the cut as one of the top 10 happiest countries in the world by Condé Nast? Tapping into the close-knit sense of community where socializing with family and friends is a way of life has also benefitted the curious traveller like me. The locals are welcoming, warm and proud to share their culture and country with you.

ICELAND’S MAGICAL SUMMER SOLSTICE

Enjoying the phenomenon of the summer solstice is an extraordinary time to visit Iceland, where the golden hour seems to last forever. There are very few places in the world where you can revel in 21hours of daylight, and even when the sunsets for those wee hours, capture a beautiful rosy afterglow of twilight.

“There’s a flow of energy that comes from these longest days between June 21 - 22, and on June 24, named Jonsmessa (Midsummer), that’s when the magic happens,” says Oddny Arnarsdottir from Visit Iceland.

Among the Viking countries, the traditions in Iceland around solstice are more superstitious than religious. Nevertheless, many organized events celebrate this magical occasion, including the Secret Solstice music festival, Viking Festival and the Suzuki Midnight Sun Run (my initial inspiration for this trip, and a runner’s dream).

When you think about it, Iceland has many tempting touchstones - an abundance of natural beauty, solstice summers, northern light winters, and enviable organic gastronomy. But more distinctly are the locals of Iceland, who make those curious visitors feel welcome and encourage them to dig deeper and take that unbeaten path.

Visit Iceland’s website is visiticeland. com.

HALLGRIMSKIRKJA IN ICELAND’S CAPITAL CITY, REYKJAVIK

ICELAND’S BLUE LAGOON

CRUISING

Water levels on the Rhine reached a critical low earlier this week as historic drought conditions continue to affect much of western Europe. Near the town of Kaub on the Middle Rhine, an official gauge measured the water level at 37 centimetres (14.6 inches). Big, heavy ships can't pass if the level falls below 40 centimetres. A reading below 30 centimetres is considered unpassable. It is unclear whether water levels will reach the record low of 25 centimetres measured at the Kaub gauge in October 2018. River cruise companies including AmaWaterways are offering operations updates on their sites.

Carnival Corporation, the world’s largest cruise operator, has announced updated vaccination and COVID-19 testing policies for several of its brands. The eased measures follow the CDC’s decision last month to drop its COVID-19 program for cruise ships, essentially allowing cruise lines to manage their own COVID-19 mitigation programs. As the world’s largest cruise company, Carnival Corp. operates a fleet of 92 ships sailing under nine brands. Carnival Corp.’s updates vaccination and testing policies for major brands, effective Sept. 6, apply to cruise lines including Carnival, Princess, Cunard, P&O and Holland America. Eased measures include, for Princess Cruises for example, removing the vaccine requirement for most voyages of less than 16 days.

HOTELS

Choice Hotels International has officially acquired Radisson Hotels Americas for approximately US$675 million. The deal includes the franchise business, operations and intellectual property of Radisson Hotels Americas from Radisson Hotel Group, inclusive of the real estate value of three owned hotels. With this deal, Choice Hotels has added 67,000 rooms in the U.S., Canada, Latin America and the Caribbean to its portfolio, expanding its presence in the higher revenue and upscale full-service segments and bolstering its core upper-midscale hospitality segment, particularly in the West Coast and Midwest U.S. Choice Hotels will independently own and control Radisson Hotels Americas’ brands in the Americas, including: Radisson Blu; Radisson; Radisson Individuals; Park Plaza; Radisson RED; Country Inn & Suites by Radisson; Park Inn by Radisson; Radisson Inn & Suites; and Radisson Collection.

DESTINATIONS

Saint Lucia is gearing up for the return of Air Canada flights this fall and winter. Direct nonstop service from Toronto (YYZ) to Saint Lucia (UVF) will operate once a week starting Oct. 9, 2022 before ramping up to four weekly flights in November until Dec. 9. Additional flights will be added to the schedule for the holiday season. In January 2023, Air Canada’s winter schedule will include five weekly flights until March 2023, then increase frequency to six weekly flights until April 2023. With the additional nonstop flights from Air Canada, Saint Lucia will offer Canadians 20 nonstop routes from Toronto Pearson International Airport this fall/winter season.

Jamaica and the Cayman Islands are looking to join forces in the name of tourism. Items on the to-do list include: multi-destination tourism; airlift; enhancing border protocols; rationalizing airspace; and resilience building. Jamaica’s Minister of Tourism Edmund Bartlett recently met with members of a special delegation from the Cayman Islands. More meetings will take place in September in the Cayman Islands around IATA’s fourth annual Caribbean Aviation Day.

“Unacceptable”: Govt. blasts airlines for treatment of passengers facing flight cancellations

OTTAWA — The latest update from the federal government on Canada’s airport delays and flight cancellations came with a strongly worded admonishment directed squarely at the airlines.

Delays at Canada’s biggest airports as well as flight delays and cancellations have been frustrating travellers and the industry for months.

Most recently, passengers bound for Winnipeg and facing multiple delays and then the cancellation of their flight were given yoga mats to sleep on the floor at Pearson.

Says the federal government’s update: “No traveller should have to sleep on the floor of an airport or feel unsafe as a result of a flight that is delayed or cancelled. This is unacceptable.

“The Government of Canada strongly encourages Canadians to know their rights when they travel by air under the Air Passenger Protection Regulations – these rules cover compensation requirements for all flight incidents that are considered

within an air carrier’s control, including flights delayed or cancelled as a result of crew shortages. Through each part of their travel journey, passengers should document any incidents that occur as they may be eligible for compensation.

The update adds that as of Sept. 8, 2022, amendments to the APPR will come into force “to ensure passengers are compensated for flight delays, cancellations, and other incidents that may be out of an air carrier’s control. This will ensure Canadian travellers are protected in nearly every circumstance. Travellers have rights, and these must be respected by airlines and airports through each step of the travelling experience.”

According to the latest stats, in the first week of August, 97% of flights planned for Canada’s top four airports were not cancelled, compared to 88% over the same period in July.

More than 85% of flights from the

top four airports left on time, or within one hour of their scheduled departure. This is an improvement from under 75% for the first week of July.

The number of aircraft being held on the tarmac at Toronto Pearson International Airport has decreased dramatically since early May, according to the update. Over the last week of July, 1%, or 19 aircraft, were held on the tarmac, compared to the peak of 373 the week of May 23- 29, 2022.

And at least as recently as early August, 88% of passengers at the four largest airports were screened within 15 minutes by the Canadian Air Transport Security Authority (CATSA), an improvement from 84% the previous week.

Royal Caribbean, NCLH update vaccination requirements

MIAMI — Royal Caribbean has updated its vaccination policy to allow all travellers, regardless of vaccination status, to board select itineraries starting next month.

Effective Sept. 5, 2022, all travellers, even those who are unvaccinated against COVID-19, can cruise on the following itineraries, as long as they meet any testing requirements to board: cruises from Los Angeles; cruises from Galveston; cruises from New Orleans; and cruises from a European homeport.

Up until now, unvaccinated guests only under the age of 12, have been allowed on Royal Caribbean ships.

Vaccination requirements remain in place until further notice for any homeport not mentioned above. Missing from the list are cruises that visit destinations in The Bahamas and Eastern Caribbean.

“We are working with local governments in the Eastern Caribbean to align our vaccination requirements for more itineraries,” says Royal

PASSENGERS SHOULD DOCUMENT INCIDENTS THAT OCCUR AS THEY MAY BE ELIGIBLE FOR COMPENSATION

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Caribbean. “We want to ensure a great experience going ashore at these ports, for guests of any vaccination status, while meeting local health regulations. We’ll have more info in the coming days.”

Testing requirements vary by port of departure and vaccination status.

Last month, Royal Caribbean updated its testing requirement for vaccinated guests, allowing those departing the U.S. on sailings five nights or less to no longer have to test for COVID-19 prior to embarkation.

Vaccination and COVID-19 testing mandates have eased in recent weeks among cruise lines, following the CDC’s elimination of its COVID-19 program for cruise ships.

Norwegian Cruise Line Holdings has also dropped its vaccination requirement, as part of a protocol update NCLH says will “further align the company to the broader travel, leisure and hospitality industry worldwide.”

NCLH’S new policy, effective for sailings starting on or after Sept. 3, 2022, means that vaccinated guests aged 12 and over will no longer have any pre-cruise COVID-19 related protocols. And unvaccinated guests may embark with a negative COVID-19 test taken within 72 hours prior to departure, subject to local regulations.

The new policy applies to NCL, Oceania Cruises and Regent Seven Seas Cruises.

WestJet reinstates 17 winter sun flights to Mexico,

U.S. for 2022-23

CALGARY — The summer heat will be with us for several more weeks at least, but in the meantime WestJet is ready to start selling the heat in Mexico, the Caribbean and the U.S. for the coming winter months.

WestJet plans to return to 17 sun and leisure routes suspended during pandemic to destinations in the U.S., the Caribbean and Mexico.

“The restart of these routes is another positive step in the restoration our network as we solidify WestJet as the reliable, friendly and affordable airline we are known to be,” said John Weatherill, WestJet Executive Vice-President and Chief Commercial Officer.

The restart of the 17 routes means a 45% increase to sun and leisure flights from winter 2021, a 60% increase in transborder fl ights from winter 2021, and a .25% increase in transatlantic flights from winter 2021

The reinstated routes also mean a 50% increase in flights from Central/ Eastern Canada from winter 2021, and a 55% increase in fl ights from Western Canada from winter 2021.

Reinstated winter sun routes include Calgary fl ights to Belize City, Nassau and Varadero, fl ights from Regina to Cancun, from Winnipeg to Montego Bay, from Comox to Puerto Vallarta, from Ottawa to Montego Bay and from Toronto to Cayo Coco and Samana.

WestJet has also announced new six-times weekly regional service between Penticton, B.C., and Vancouver starting Feb. 17, 2023 on WestJet Link along with the restart of domestic connectivity between Edmonton and Nanaimo, B.C.

Four high-profile former CWT Vacations agencies join UNIGLOBE

TORONTO — A number of high-profile former CWT Vacations travel agencies have joined the Uniglobe Partner Agency Program, in a move that took effect in early July.

The agencies are: Clarke-Way Travel, Avenue Travel, Royal City Travel and Ellison Travel & Tours.

The Uniglobe Partner Agency Program helps agencies grow their corporate business using cutting-edge tools and technology to attract new and retain existing clients, says UNIGLOBE Travel (Eastern Canada).

All four Ontario agencies - ClarkeWay (Toronto), Avenue Travel (Toronto), Travel My Way (Caledon) and Royal City Travel (Guelph) - are owned by Stephanie and Gene Branchflower and have been serving the GTA and Golden Horseshoe regions for 40+ years.

UNIGLOBE Travel (Eastern Canada) notes that all of the locations “pride themselves on providing a personalized booking experience for both business and vacation clients in their local communities and beyond.”

The agencies specialize in delivering superior service to small- and medium-size organizations across Canada by enabling a tailored approach to

Caribbean,

travel and administrative needs, says Uniglobe, adding that their travel advisors’ years of well-established teamwork and client relationships “bring meaning to their ‘family’ of agencies.”

Doug Ellison started Ellison Travel & Tours more than 40 years ago and has grown the agency from running student tours to the current-day expansion of the Ellison Team into other travel divisions and three office locations (Exeter and London, ON; North Vancouver, B.C.) employing over 80 people across Canada.

Now the second generation of the family business, Marcie Ellison-Outerbridge and Paulo and Michelle Branco, are taking over the leadership of the Ellison Team, “sharing Doug’s love of people and places, and his vision of opening minds and hearts through travel,” says UNIGLOBE.

UNIGLOBE adds: “Ellison is one of the largest Canadian travel agencies, loyal to its roots and has all the advantages of a small-town business: friendly, personal attention, long-serving employees and excellent service.

They are a company that prides itself on their people and relationships, our commitment to safe and responsible travel and enterprise, and our ability to adapt and innovate through continuous advancement of technology and forward thinking.”

ACTA’s September Summits emphasize professional development

TORONTO — ACTA has released new details about its upcoming September Summits, including which speakers have been confirmed to highlight professional development topics.

The Summits, which take place in Toronto, ON on Sept. 14, Richmond, BC on Sept. 20, and Laval, QC on

People Two new appointments for Flight Centre Travel Group

Flight Centre Travel Group has enhanced its Canadian operations with two new leadership appointments.

Chris Lynes has been named Managing Director of the Canadian business, following the retirement of John Beauvais at the end of the company’s financial year on June 30, 2022.

Brian McLaren has been named the new EVP for Flight Centre Brand Canada.

Both Lynes and McLaren started at Flight Centre Travel Group (FCTG) as travel consultants, working their way up through various leadership positions. Together, they bring more than 40 years of experience to their new roles.

Lynes first joined FCTG in 2000 and will continue his role as President of FCTG’s Corporate Traveller brand for the Americas while also taking the helm of the overall Canadian business. His key responsibilities will include providing strategic direction and growth of the organization.

McLaren’s career with FCTG spans two decades, most recently in the role of SVP, Leisure Supply Americas. In his new role as EVP for Flight Centre Canada, he will lead operations across the country and will be responsible for growth in both retail and digital.

TWO PANEL DISCUSSIONS ARE ALSO SCHEDULED FOR ALL THREE SUMMITS

Sept. 28, include a full-day Summit and trade show, a plated lunch, and a networking reception with cocktails and hors d’oeuvres.

Confirmed as a keynote speaker for the Toronto Summit is Bruce Poon Tip, CEO of G Adventures and executive producer of the 2022 documentary film ‘The Last Tourist.’ Speaking on how travel can be a force of change, Poon Tip will examine important issues facing travel and tourism and will highlight how to appeal to a new king of traveller and sell new niches to existing clients looking to travel better.

Speaking in Toronto and Vancouver will be Louise Gardiner, CTM, ACTA Board treasurer and CP of the Agency Solution by The Travel Agent Next Door. She will lead a panel of professional travel agents to explore how they survived the pandemic and revamped their business.

Ryan McElroy, CEO of Travel Agency Tribes, is scheduled to speak at the Toronto and Vancouver Summits. He will present an interactive session discussing modern technology tools that drive sales, efficiency and customer engagement. Attendees will learn how easyto-use technology tools can help them reimagine how they connect, consult and deliver travel services.

Two panel discussions are also scheduled for all three Summits in Toronto, Vancouver and Montreal.

Rebuilding the Canadian Travel Industry – Together! will feature some of Canada’s best-known travel companies who will discuss the challenges and potential solutions facing travel agents and tour operators. Audience members are encouraged to bring their own questions and ideas.

BRIAN

CLAREN

CHRISLNES

Another panel discussion, called Power of Specialization: Work Less, Earn More, will share the secrets of focusing attention on high-yield clients and travel products.

The Summits are complimentary for ACTA members. Non-member travel agents are asked to consider making a contribution to ACTA’s Advocacy Fund.

Jamaica tourism’s just about back to pre-pandemic levels

TORONTO — Jamaica’s Minister of Tourism, Edmund Bartlett, says the popular destination has made an almost complete recovery from the impact of the COVID-19 pandemic.

Jamaica was an early frontrunner in reopening during the pandemic, welcoming back visitors starting in June 2020, when few other destinations were making the same move. Jamaica’s well-thought out reopening plans included its COVID-19 Resilient Corridor, starting with the coastline from Negril to Port Antonio.

Now, more than two years later, tourism to Jamaica is thriving and back to 90% of pre-pandemic numbers, says Minister Bartlett.

“The good news is that Jamaica has now recovered 90% from the COVID-19 pandemic in the tourism sector,” said Minister Bartlett.

He added that Jamaica’s recovery in terms of arrivals this year “is likely to be well over 3 million, and we are also expecting our earnings will be just about $100 million, or so, below our best earnings in 2019 of $3.7 billion.”

In June 2022 Jamaica achieved another major milestone in its road to recovery: its one millionth stopover arrival for the year.

Minister Bartlett says Jamaica’s main source markets, including Canada, are also rebounding strongly from the COVID-19 pandemic. The UK is even pacing ahead of 2019 figures, by 6%. The U.S. has also come back, he said. Canada is making a strong showing, although Canada reopened outbound tourism much later than other markets. In May 2022, visitation from Canada to Jamaica was up 4,360% to 22,302 arrivals. “Progress is being made,” he said.

This year marks the 60th anniversary’s of Jamaica’s independence. As part of the Diamond Jubilee celebrations, the Jamaica Tourist Board (JTB) has launched a special incentive for Canadian travel advisors that runs through Aug. 31.

Air India increasing Delhi-Vancouver service to daily

VANCOUVER — Air India is ramping up service between Delhi and Vancouver starting Aug. 31, 2022.

Frequencies between the two cities will increase from 3x weekly to daily in response to growing traffic between India and Canada. The uptick in service is made possible by the return to service of Air India’s widebody Boeing 777-300 ER aircraft, featuring a threeclass configuration of first, business and economy.

Boeing has been working closely with Air India following its acquisition by Tata Group to restore aircraft that had been grounded for prolonged periods due to the COVID-19 pandemic and other reasons. The progressive restoration of these aircraft has already allowed Air India to increase schedule resilience and will allow further frequency and network increases over the coming months.

“This increase in our frequency between Delhi and Vancouver is very welcome for many reasons,” said Campbell Wilson, MD and CEO, Air India. “It is another sign of recovery from the pandemic and caters to strong customer demand. More importantly, it marks the first step in restoring Air India’s fleet and international network.”

JAMAICA’S MAIN SOURCE MARKETS, INCLUDING CANADA, ARE REBOUNDING STRONGLY FROM THE PANDEMIC

THE RED FORT IN DELHI, INDIA

Air India’s widebody fleet currently stands at 43 aircraft, of which 33 are operational. This is a significant improvement from 28 aircraft that the airline was operating until recently. The remaining aircraft will be returned to service by early 2023.

Wyndham Grand Cancun opening Nov. 1, 2022

PARSIPPANY, NJ Wyndham Hotels & Resorts says the Wyndham Grand Cancun All-Inclusive Resort & Villas will open on Nov. 1, 2022. Reservations are now available.

The property will be the first Wyndham Grand in Mexico.

The deal with Wyndham comes via a franchise agreement with Grupo Cancun.

Wyndham says the all-inclusive property will join a collection of some 65 Wyndham Grand hotels and resorts worldwide. Wyndham Hotels & Resorts is the world’s largest hotel franchising company with about 9,000 hotels in 95+ countries.

In Mexico the company’s portfolio more than 65 hotels and resorts in Mexico City, Monterrey, Tulum, Guadalajara, Playa del Carmen, Puebla and more.

With 364 rooms, suite and villas, and a prime beachfront location in

Cancun’s famed Hotel Zone, Wyndham Grand Cancun All-Inclusive Resort & Villas also has seven restaurants, five bars, four pools, daily activities for all ages, a spa, gym, retail shops, beach club, tennis courts and a kids club.

“Wyndham Grand resorts offer everyday travellers experiences in some of the world’s most sought-after destinations, which now includes Cancun,” said Scott LePage, President, Americas at Wyndham Hotels & Resorts. “Travellers can expect an upscale experience in the heart of the destination and immerse themselves in the Mexican culture through the resort’s wide range of dining experiences and activities.”

Wyndham is laser-focused on sun destination all-inclusive resorts these days. In July 2022 Wyndham announced its strategic alliance with Palladium Hotel Group. Wyndham also has a strategic alliance with Playa Hotels and Resorts.

TICO issues closure advisory for Jacco Tours (Ontario) Inc.

TORONTO — Jacco Tours (Ontario) Inc. located in Markham, ON had its registration under the Ontario Travel Industry Act, 2002 revoked effective July 14, 2022.

Jacco Tours (Ontario) Inc. operated as both a travel retailer and travel wholesaler with several branches across the Toronto area, and primarily sold tours to China, Japan, South Korea, Taiwan, and Southeast Asia. This travel agency and tour operator is no longer in business.

TICO’s closure advisory for Jacco Tours (Ontario) includes tips for travel agencies and clients.

Ontario travel agencies that booked clients on a tour through Jacco Tours (Ontario) Inc. are asked to review the information below to assist eligible clients with their claims against the Ontario Travel Industry Compensation Fund.

Consumers who purchased travel services directly from Jacco Tours (Ontario) Inc. and who have future travel credits or have not received a refund for cancelled travel services may request a claim form from TICO. Call 1-888-451-8426 or (905) 624-6241 or email tico@tico.ca.

Consumers who purchased Jacco Tours travel services through an Ontario registered travel agency (other than Jacco Tours) and who have future travel credits or have not received a refund for cancelled travel services should contact their travel agent for information and assistance. Consumers may also request a claim form from TICO against the Comp Fund. Call 1-888-451-8426 or (905) 624-6241 or email tico@tico.ca.

TICO is also advising agents and consumers that there is a legislated six month filing deadline for claims on the Compensation Fund. The filing deadline date is Jan. 16, 2023.

Claims received by TICO after the filing deadline date will not be valid.

TICO is also reminding agents and consumers that the legislation requires claimants to explore all other possible options for reimbursement as part of the claims process. Claimants who paid by credit card and who were charged by Jacco Tours for their travel services not provided, are required to do the following:

• Contact their credit card company and dispute the Jacco Tours charge and request a refund (credit/reversal

WYNDHAM GRAND CANCUN ALL-INCLUSIVE RESORT & VILLAS

of the charge on their account)

• If for some reason the credit card company refuses to provide a credit refund, the traveller will be required to obtain a letter from the credit card company stating that a credit refund will not be provided

• The letter from the credit card company must be submitted with the claim against the Comp Fund

If they are unable to obtain a refund (chargeback) from the credit card company or obtain all the documentation required to substantiate the claim in a timely manner, TICO asks that the claim form be submitted to TICO prior to the filing deadline date.

Any additional documentation that is required to complete the claim can be sent to TICO when it is obtained.

For further questions contact TICO at 1-888-451-8426 or (905) 624-6241 or email tico@tico.ca.

St. Lawrence Cruise Lines’ 2022 cruises sold out, now booking for 2023

KINGSTON, ON — What a year it’s been for St. Lawrence Cruise Lines, which has officially sold out all 2022 cruises and is now booking passengers for 2023.

The cruise line, which operates a single vessel, the CANADIAN EMPRESS, on the St. Lawrence River, says the strong demand was initially fuelled by Canadian and American travellers wanting to travel close to home during the most recent stages of the pandemic. It also says growing recognition of the benefits of smallship cruising, including being able to offer a more private experience that focuses on safety and comfort, is impacting consumer demand.

“We are hearing from many of our passengers that they are taking a fresh look at small-ship cruising to avoid large crowds, and they appreciate our ability and willingness to maintain health and safety measures during the most recent stages of the pandemic,” said Jason Clark, President of St. Lawrence Cruise Lines.

In response to growing demand for North American river cruising, the company has extended its 2023 season and added an additional cruise to its lineup. The seven-night ‘Seaway Discovery Cruise’ will run from Aug. 19-26, 2023 from Kingston to Montreal and return, and will focus on the historic ports and locks of the St. Lawrence Seaway.

During the 2022 season, all passengers and crew are required to be vaccinated against COVID-19 and take an antigen rapid test prior to boarding. Additional COVID-19 safety measures continue to be in effect for most aspects of the cruise vacation experience, including physical distancing and a ship-wide disinfectant regime.

The CANADIAN EMPRESS features 32 staterooms with twin fixed beds, private bathrooms and access to fresh air. Bookings for the 2023 season are underway.

Sunwing’s San Andrés program starts Dec. 14 from Montreal

MONTREAL — Sunwing is inviting Canadians to discover San Andrés, a new destination for the tour operator for winter 2022-23.

Located off the coast of Nicaragua in the Caribbean Sea, the quintessential island paradise is available to book now through Sunwing.

There are plenty of accommodation options on San Andrés, with six Decameron All Inclusive Hotels & Resorts properties available through Sunwing. All six are within minutes of the Caribbean Sea, downtown San Andrés and the airport.

Lyne Chayer, General Manager, Sunwing Vacations Québec, says: “To continue offering Canadians more opportunities to vacation to paradise under our wing, we’re thrilled to be adding more diverse destinations to our lineup that our customers can book this winter, including San Andrés in Colombia. With beautiful beaches, natural cays that are great for diving and snorkelling, sunny skies and welcoming people, plus access to six Decameron properties offering an intimate resort getaway, we’re excited for our customers to experience the richness of Colombia in this beach destination this winter, and share in our love of San Andrés.”

The six Decameron properties on the island, all available through Sunwing, include Decameron Marazul, Decameron Maryland, Decameron Aquarium, Decameron San Luis, Decameron Los Delfines and Decameron Isleno.

ST. LAWRENCE CRUISE LINES

Sunwing says clients can expect the same variety of amenities and services with Decameron in San Andrés that the brand is known for in the other popular destinations it serves, including Mexico, Jamaica and Panama.

Bookings are now open for departures starting Dec. 14, 2022 from Montreal, with Wednesday flights. Sunwing says there’s potential for more departures for the upcoming winter season as customer demand evolves.

TTAND teams up with Wed in Destination in first of new partnerships

TORONTO — The Travel Agent Next Door has entered into a white label agreement with Wed in Destination to fulfill wedding group leads utilizing TTAND’s proprietary lead generation platform.

Wed in Destination was launched during the pandemic by CEO Suri Pillai. Pillai says he’s seen tremendous success in the short term and sees huge opportunities in the future for creating wedding groups and driving leads.

So far, Wed in Destination has brought dozens of wedding groups to TTAND, says founder and CEO Flemming Friisdahl.

“TTAND has invested greatly over the past three years in building a seamless end-to-end web-based lead generation platform that allows for the dissemination of leads from coast to coast to TTAND agent partners who

are signed up for the program to accept leads and convert customers,” says Friisdahl.

“This gives us the ability to match the client based on the province they are in with a qualified travel agent who will then facilitate that wedding booking. The system will track the lead from A to Z ensuring our specific service levels are being adhered to. Together with Suri’s expertise and knowledge we expect a high conversion rate benefiting everyone involved.”

Branding will stay consistent throughout for Wed in Destination on invoices, e-mails and marketing, so there is no brand confusion from the customers perspective.

Says Pillai: “I believe this strategic partnership will enhance the collective value and service we offer clients, suppliers, and agent partners and create real growth opportunities. This is a great opportunity for Wed in Destination to foster growth as the Destination Weddings business has seen tremendous growth over all. We are excited to partner with TTAND - a successful host agency. Together we can accomplish a lot and increase our market share.”

Friisdahl adds that TTAND is in negotiations for many media, marketing and affinity partnerships, to drive leads in product segments such as weddings and groups.

“Our lead generation platform will also add value to specific online communities and partner databases to offer travel and unique services - and close the loop between those markets and communities by connecting them to agents who are experts in those segments,” said Friisdahl.

“The future of how bookings are made will change, and we are very happy to be working together with Suri and his team. With their amazing ability of finding and directing quality leads to TTAND and our network of professional travel agents, it is a perfect fit and brings together two strong companies that are great at what they each do to make it an amazing experience for the end consumer,” he added.

Windstar unveils new Caribbean voyage for winter 2023

MIAMI — Windstar Cruises has announced a brand new itinerary that includes seven days in some of the most beautiful islands in the Caribbean.

THE FUTURE OF HOW BOOKINGS ARE MADE WILL CHANGE, AND WE ARE HAPPY TO WORK WITH SURI AND HIS TEAM

Beginning in winter 2023, ‘Beach Fun & Sun: A Remote Caribbean Getaway’ will visit St. Maarten, Antigua, St. Barts, Anguilla, Jost Van Dyke (overnight), Virgin Gorda, and Tortola. The Nov. 4 sailing will take place onboard Windstar’s all-suite Star Price, while another eight departures will be aboard the 342-guest Wind Surf.

Both yachts’ Watersports Platforms, which allow guests to jump from the yacht into the sea, will be operational daily on these cruises (except for embarkation/disembarkation days), allowing for more time on beaches and in the water.

“We created this itinerary specifically for people who like to spend time enjoying some of the best tropical beaches, swimming and watersports activities,” said Windstar Cruises’ President Christopher Prelog. “Our small yachts visit scenic Caribbean islands for a peaceful, relaxing vacation away from crowds.”

Current rates for ‘Beach Fun & Sun’ start at US$2,599 per guest.

Returning Caribbean itineraries for 2023 include: ‘Windward Island Surfs & Sunsets,’ a seven-day roundtrip San Juan sailing that travels up and down the Windward Islands; ‘Windward

Ways & Tobago Cays,’ sailing through the Windward and ABC Islands; and ‘Yachtsman’s Caribbean,’ a classic voyage to the Caribbean’s private yachting scene.

TORONTO — Travel advisors can earn an additional $500 on top of their commission when booking with African Travel, Inc.

The luxury safari outfitter is offering the bonus incentive to travel advisors who have a group of 10+ clients travelling together and book a new group safari by Dec. 15, 2022.

According to African Travel, there has been pent-up demand for

last-minute bookings for families, solos and couples, as well as agent-hosted groups for 2023 and 2024.

With space at a premium, the tour operator has added more dates to its small-group departures. Plus, guests who book 2022 trips by Sept. 30, 2022 can enjoy less crowds and more savings before prices rise in 2023.

Every group journey is customized by African Travel. Plus, with solo travel on the rise, the tour operator is offering no or low single supplements on its 2022 and 2023 safari vacation packages.

Popular last-minute group trips include multi-generation trips to South and East Africa, cultural explorations in South Africa, and best friends’ getaways.

Discover The World now representing SoCo Hotels

TORONTO — Discover The World has announced that it is now representing SoCo Hotels in Canada.

SoCo Hotels comprises two all-inclusive, boutique-style, adults-only properties in Barbados and Saint Lucia. Both properties will be overseen by Discover The World Canada’s Kim Barbisan.

Situated on the most romantic beach on the South Coast, the 24room, all-beachfront SoCo Hotel, Barbados provides an intimate setting for those seeking total rest and relaxation. Each guestroom offers ocean views, a plush pillow top king bed, 42-inch flatscreen TV, an iPod docking station, Wi-Fi, air conditioning and more.

Guests can also enjoy an air-conditioned waterfront restaurant that serves made-to-order à la carte meals for breakfast, lunch and dinner using organic produce and fresh seafood delivered daily. The Soco bar, located steps from the beach and boardwalk, is where to go for signature cocktails, wines and premium drinks.

Other top draws include spa treatments in room, on the beach, in the pool or on the roof deck, daily tours, cruises and excursions, beach weddings and vow renewal ceremonies with help from an in-house Wedding Specialist, and an ‘In Ocean Pool,’ a stunning oasis created right in the ocean.

Meanwhile the 76-room SoCo House, Saint Lucia situated on a peninsula in historic Rodney Bay, features four distinct room categories with elegant hardwood furnishings

and a touch of ‘South Beach flare.’ All rooms feature a King bed, air conditions, 50-inch flatscreen TV, iPod docking station, Wi-Fi and more. The main restaurant, decked out in ‘tropical chic,’ offers made-to-order, à la carte meals throughout the day, all served al fresco style. There are also three bars on property, headed by a team of professional mixologists. A Managers Cocktail party also takes place every Monday evening.

Located adjacent to beautiful Reduit Beach, Soco House offers daily beach shuttle service that takes approximately two minutes. Once at the beach, guests will be pampered by beach servers.

Other luxury touches include an expansive pool and terrace area, a pool gazebo, the Soco Spa and a 24-hour fitness centre. Wedding and vow renewal packages are also available, with help from an in-house Wedding Specialist.

For more information go to thesocohotel.com and click on the Travel Agent portal to register your agency. Travel advisors can also book via GDS.

SOCO HOTEL, BARBADOS

SOCO HOTELS COMPRISES TWO ALL-INCLUSIVE, ADULTSONLY PROPERTIES IN BARBADOS AND SAINT LUCIA

SAINT LUCIA

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