THE TRAVEL INDUSTRY ESSENTIAL • NOVEMBER 2009
ASIA EDITION
TUESDAY
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World Winners 2009
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About Us
The World Travel Awards acknowledges and celebrates those organisations that have made the greatest contribution to the global tourism and travel industry. It also recognises those brands that are driving the industry to greater heights and innovation in travel. Now celebrating its 16th anniversary, the awards has grown into a truly global search for the very best travel and tourism brands, with winners from seven regional ceremonies then progressing to the World Travel Awards Grand Final. This year, 183,000 travel professionals registered to vote and participate in the prestigious World Travel Awards programme – a phenomenal 10% rise in registrations this year compared to last year. This record number is conclusive evidence that World Travel Awards has become the “Oscars” of the global travel industry. Graham E. Cooke, Founder and President, World Travel Awards, said: “World Travel Awards is a
unique benchmark for industry quality and business excellence in every region and sector.” “The increase in registered voters, despite a global recession, demonstrates the vital role of performance delivery in a challenging and highly competitive marketplace,” he added. This level of accountability makes the World Travel Awards one of the highest accolades in the travel business and is why the award ceremony is broadcast by BBC World News and other networks to over 254 million households worldwide and attended by the industry’s global decision makers. For the tourism trade, winning a World Travel Award is more than an award – it is an
endorsement from the thousands of professionals from around the globe, as well as gold seal to the consumer of travel excellence guaranteed. The World Travel Awards has continuously evolved, expanding the number of awards as the industry has grown. There are now over 1,000 different categories – an understandable number seeing how the industry has diversified and given the fact that there were over 3,600 different nominees this year. And as confidence returns to the global economy, the World Travel Awards will be there to reward those travel and tourism players that spearhead the recovery.
“Oscars of the Travel Industry Wall Street Journal
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Meet the World’s Best Travel Brands
The Winners James Hogan, Chief Executive, Etihad Airways, World’s Leading Airline, World’s Leading Airline First Class
His Excellency Mubarak Al Muhairi, Director General, Abu Dhabi Tourism Authority World’s Leading Tourist Board
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Three years ago Etihad set itself one clear and simple goal – to be the best airline in the world. I am proud of the way Etihad people all over the world have embraced that vision, backing our investment in state of the art product with the highest levels of service. We regard this award as a great honour, and a testament to the commitment of our staff. We are delighted, also, that our continued attention to the needs of our premium travellers has been rewarded with the top award for first class for the second consecutive year. As we move into 2010, we have no intention of resting on our laurels. We will continue to reinvent premium air travel as we cement our place as the world’s best airline, opening up new routes, taking delivery of new aircraft, investing in new products in the air and on the ground, and rolling out an exciting range of online initiatives.
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The World Travel Award is most valued by the authority as it comes from peers within the industry we serve, manage and promote. It is also very timely as this year marks the fifth anniversary of the Abu Dhabi Tourism Authority and the award, if you like, represents our ‘coming of age.’ We plan to significantly build upon it and to live up to the confidence our valued trade partners have placed in us by voting for us. This year has been one of numerous milestones for the authority. We have implemented an accommodation classification system which is acknowledged as world-class. We have also rolled out our first generation stakeholder programme to form a more unified approach to destination development and promotion. Abu Dhabi has pushed the boundaries – with the opening of many significant resorts, the Qasr Al Sarab desert retreat and seven hotels on Yas Island. The staging of the 2009 Etihad Airways’ Formula 1™ Abu Dhabi Grand Prix was obviously a high point. In the coming year we will welcome additional attractions to Abu Dhabi including the planned Ferrari World indoor theme park on Yas Island. We are also targeting 10% additional hotel guest arrivals during 2010.
Jehan de Thé, Global Marketing Director, Europcar World’s Leading Car Hire Company, World’s Leading Leisure Car Rental Company
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I would like to thank those among the 187,000 travel professionals who voted for Europcar. It is an honour for us to win this prestigious award once again. At Europcar, our priority is to offer business and leisure customers a consistently good experience and a broad range of services spanning five continents. In keeping with that, we have progressed in three main areas: our geographic reach, innovations to benefit customers, and partnerships with other leading travel industry players. We are established in all European markets, but have also continued to pursue our strategy of expanding around the world, especially in North America, Australia and New Zealand. We are deploying our “click4Wheels” B2B site. We have also recently launched a new mobile phone service for consumers (http://mobile.europcar.com). We have renewed agreements with easyJet and TUI, launched a new service in the context of our relationship with Accor, and have renewed our partnership agreement with Swiss.
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James Hogan
Jehan de Thé His Excellency Mubarak Al Muhairi
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Tareq Abdullatif Taha, Chief Executive Officer, Regency Travel and Tours
Pamela C. Conover, President & CEO, The Yachts of Seabourn
Steve Ridgway, Chief Executive, Virgin Atlantic
World’s Leading Travel Agency
World’s Leading Luxury Cruise Line
World’s Leading Travel Commercial
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Winning a world travel award is a great achievement and an appreciation for the excellence of service provided. And that makes our responsibility bigger in maintaining being the world’s leading travel agency. It is so important to be recognized as the leader because reaching the top is much easier than staying on the top. This year we have expanded our operation and our network to 30 branches and implants in the State of Qatar. In our state-of the-art head office, we have innovated a unique concept – housing airlines, hotel, car rental, banks, courier and cargo services, plus a host of other services all under one roof.
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Seabourn Odyssey is the first new vessel to enter the luxury segment in over six years, and she has brought a new excitement to the market. Along with Seabourn Sojourn next year and a third new sister in 2011, she represents Seabourn's commitment to the small-ship, ultra luxury cruising style for guests who prefer sailing with fewer than 500 others. These new Seabourn yachts provide us with the opportunity to introduce more and more people to the intimate, personalised style that has earned Seabourn this award, and a loyal following among discerning travellers.
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“We are still red
hot after 25 years and we are all over the moon that we have scooped this World Travel Award. Thank you to everyone who’s backed us since 1984.
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Tareq Abdullatif Taha
Pamela C. Conover
Steve Ridgway
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Meet the World’s Best Travel Brands
The Winners Hanlie Kotze, Acting Executive Manager, The Blue Train Lounge
Charlie Dang, Area Managing Director, Northern China, Starwood Hotels & Resorts and GM, Westin Beijing Financial Street
World’s Leading Luxury Train
World’s Leading Financial District Hotel
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It is indeed a great honour to receive an award that recognizes us not only in China but globally. The World Travel Award is one of the most esteemed accolades one can receive in the global travel and tourism industry and we thank it for its continuous support. What separates us from the competition is our unwavering commitment to excellence and the willingness to always seek ways in which to improve ourselves. In 2010 and beyond, we promise to continue this commitment in providing outstanding service and quality to all our guests.
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Charlie Dang
Everyone would like to be associated with winning! Winning in whatever form, always brings with it a sense of gratification. But when you get chosen as a winner by your peers – in this case over 180,000 learned professionals, in the travel and tourism, now that is very special! Winning this accolade is the embodiment of all the hard work and initiatives that have gone into making our brand accessible and “a brand of choice”, especially in the past 18 months. Oh, it will be displayed especially at our Pre-departure Lounges for all to see! After all what good is a “diamond” that nobody can see?!
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Hanlie Kotze The Blue Train
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Meet the World’s Best Travel Brands
The Winners Paul Griffiths, CEO, Dubai International Airport
Randy Powell, President & CEO, Rocky Mountaineer
World’s Leading Airport
World’s Leading Travel Experience by Train
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This award recognizes Dubai International’s consistent delivery of quality customer service over the years. Service excellence is the single most important priority for any airport after safety and security and this award acknowledges our customer – centric approach. The opening of Dubai International’s Terminal 3 was acknowledged the world over as the most successful launch of a terminal its size and has definitely made us stand out from competition. The expansion and refurbishment of Terminal 2 has not only doubled operational capacity but has helped in considerably enhancing the customer service experience at the Airport.
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“Our organization is delighted to be the recipient of this distinguished award for the fourth time. For 20 years we have been providing the most spectacular travel experiences in the world and it is truly an honour to be recognized amongst so many internationally renowned and iconic trains. The Rocky Mountaineer
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Paul Griffiths
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World Winners 2009 What does it take to be a world class brand? London London has secured the World’s Leading Destination in this year’s awards. Visit London has been instrumental in ensuring that despite the tough economic conditions, the capital continued to attract visitors. The tourist board has been running a campaign across the key markets of the UK, Europe and North America, to highlight all the unique places, attractions and experiences that you can only find in London. Its aim has been to keep London front of mind and a must-visit destination for both domestic and international visitors.
Royal Caribbean Cruise Line
RCCL’s new Oasis of the Sea
Etihad Airways Etihad Airways has scooped the World’s Leading Airline Award for a number of reasons. The airline has continued to expand, invest and innovate despite the global recession. At the start of this year chief executive James Hogan pledged to have a fleet of 50 aircraft by year end – Etihad will have 52 aircraft by December. The airline also continues to add routes, setting a target of 55 by the end of 2009, which it has already surpassed. This year alone, it launched Chicago, Melbourne, Cape Town and Hyderabad. The airline also invested heavily in a new premium lounge at its home airport in Abu Dhabi, and continues to open dedicated premium lounges including one at Heathrow’s Terminal 4. Etihad also won the World’s Leading First Class for its new Diamond Class cabin, which it started rolling out across the fleet in August. The cabin is in a 1-2-1 configuration, with each seat transforming into a 6ft flat bed, complete with adjustable headrest, footrest, lumbar support, inbuilt massage and 23-inch TV with a choice of more than 600 movies. The seat also turns into a private cabin, with a sliding screen door. Diamond Class includes a dedicated limousine service, a premium lounge and on-board Food & Beverage Manager.
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Tui Travel Tui Travel secured two awards this year, the World’s Leading Tour Operator and the Reponsible Tourism Award. The group is a consistently high performer in an extremely challenging environment and appeared to shrug off the economic downturn by posting an astonishing 57% increase in profits to £102m in the six months to June this year. Europe’s largest travel group cited receding fears of swine flu, including a flurry of last-minute bookings to Mexico, contributing to figures that remain on target for the financial year ending 30 September. The group has also been instrumental in the Tourism 2023 Campaign which pledges the travel industry to a sustainable future, and this year reaffirmed its pledge to create 500 new apprenticeship places for young people in 2010. Tui has an established Apprenticeship programme, and has trained more than 3,500 apprentices in the last five years.
Royal Caribbean Cruise Line has been awarded the World’s Leading Cruise Brand. The line has continued to invest through a tough year and will be launching the world’s biggest cruise ship, the 5,400-passenger Oasis of the Seas this month. The world’s second largest cruise line also won for innovation, in particular the success of Azamara, the informal luxury line which goes to off the beaten track destinations. RCCL also launched a family-friendly programme which allows kids to complete meals in the main dining room in 45 minutes and then be escorted back to the Adventure Ocean activity facilities whilst parents finish dinner.
InterContinental Hotel Group InterContinental Hotel Group secured the World’s Leading Hotel Brand. The world’s biggest hotel group counts seven brands – Holiday Inn, Holiday Inn Express, InterContinental, Crowne Plaza, Hotel Indigo, Staybridge Suites, Candlewood Suites – more than 180m stays per year, 630,000 rooms and more than 4,300 hotels in nearly 100 countries. The group was praised particularly for its generous loyalty scheme, Priority Club Rewards, which has 42m members and is now the world’s largest.
Jumeirah Group Jumeirah Group’s iconic landmark hotel, Burj al Arab has secured the World’s Leading Hotel for consistently pushing the luxury bar higher and higher. In 2009, the hotel took delivery of four bespoke Rolls Royce Phantoms, with hotel logo embroidered into the upholstered leather seats. The Rolls-Royce chauffeur service is just one of many luxury services, which include in-suite check in, a private reception desk on every floor and highly trained butlers.
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Virgin Atlantic Virgin Atlantic was the clear winner of the World’s Leading Travel Commercial for its Virgin – 25 Years Still Red Hot advertisement. The £6m campaign, which launched in January, uses a mixture of 80’s nostalgia and iconic images of huge mobile phones and Rubik’s Cubes, a classic song (Relax by Frankie Goes to Hollywood) and some extremely glamorous cabin crew to mark the airline’s 25th anniversary of its first flight to Newark on June 22, 1984.
Other winners...
Etihad Airways
Abu Dhabi Tourism Authority Abu Dhabi Tourism Authority secured the World’s Leading Tourist Board trophy for its key role in securing the Formula 1 Grand Prix, as well as a number of other high-profile achievements. This includes the introduction of a hotel and hotel apartments classification system which has led to a number of accommodation upgrades. The authority has also stepped up its training of tourist guides, introduced a number of new events, such as the Gourmet Abu Dhabi festival and expanded its marketing outreach with the opening of overseas offices in Italy and the opening of new visitor centres with additional facilities now being planned for Al Jahili Fort in Al Ain and Abu Dhabi International Airport
The other winners are Sandals Resort International for the World’s Leading AllInclusive Company; American Express for the World’s Leading Business Travel Agency; Adam & Eve for the World’s Leading Design Hotel; India for its Incredible India campaign, which secured the World’s Leading Destination Marketing Campaign; Holland America for the World’s Leading Green Cruise Line; Tobago Main Ridge Rain Forest for World’s Leading Green Destination; and Adventures by Disney for World’s Leading Luxury Travel Operator.
Royal Jet Group Royal Jet Group won World’s Leading Private Jet Charter. The company bucked worldwide trends and reported a 15% increase in VIP charter business during the summer period. It also revamped its VIP Terminal facilities ahead of the Abu Dhabi F1 Grand Prix and becoming the only private jet charter which has personal chefs on board.
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Virgin Atlantic Airways, 25 Years Still Red Hot campaign
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Meet the World’s Best Travel Brands
The Winners Brian Richardson, Vice President, Brand Marketing & Communications, Fairmont Hotels & Resorts
Michael Blunt, Vice-President Corporate Communications, OneWorld
World’s Leading Hotel Brand Website
World’s Leading Airline Alliance
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Receiving awards and accolades is always a great honour, but to have our brand and so many of our hotels recognised by respected industry professionals is truly an outstanding achievement. The World Travel Awards is an excellent mark of distinction and serve as another independent testament to Fairmont’s unyielding commitment to quality and service.
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The year ahead promises to be very exciting for oneworld and its member airlines. Mexicana, voted Mexico and Central America’s Leading Airline at the World Travel Awards, joins us on 10 November, adding another quality carrier to our line-up and extending our leadership in Latin America. Next year, we bring on board Russia’s leading domestic airline, S7, expanding our network considerably throughout the CIS. We will continue to focus on delivering quality service to our customers – with the aim of ensuring that the title of World Travel Awards’ “Leading Airline Alliance” stays in the hands of oneworld – a title it has held ever since the award was first presented seven years ago.
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Michael Blunt
Brian Richardson
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Beauty travels with a purpose
The World Travel Awards celebrated its most spectacular Grand Final in its 16-year history with the ultimate glamorous accompaniment – all 120 contestants in Miss World 2009 were made guests of honour at the star-studded gala ceremony in London.
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The beauty queens reflect the truly diverse and global reach of the World Travel Awards, which this year received votes from 183,000 travel professionals in 166 countries. The “Oscars” of the travel industry has grown into a truly global search for the world’s best travel and tourism brands, with winners from seven regional ceremonies competing in Sunday’s Grand Final at Mayfair’s Grosvenor House, JW Marriott Hotel. The evening also included a donation to water aid charity, Just a Drop, with over 1,000 attendees at the awards digging deep. The Miss World finalists are also bringing a large sprinkling of glamour to World Travel Market today, when they will be visiting their respective country stands to congratulate the World Travel Award winners. At 3pm today, three finalists will assist World Travel Awards Founder and President Graham Cooke present to WTM chairperson and Just a Drop Founder, Fiona Jeffery, the donation from Sunday’s final. The contribution compliments the “Beauty with a Purpose” programme, which this year has raised £1 million to support surgical, nutritional and educational projects in Haiti, Palau, Philippines, Ghana and India. Started in 1951, Miss World is the longest-running beauty pageant in the world, and has raised over £150 million for good causes since its inception. It is now broadcast in 180 countries and seen by audiences of over one billion viewers, making it the world’s most watched annual TV show. The Miss World 2009 final will take place on 12 December at the Gallagher Convention Centre, Johannesburg, South Africa when 120 contestants will compete in the world’s most coveted beauty pageant. www.worldtravelawards.com www.missworld.com www.justadrop.org
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A Year in Aviation
In a year “worse than 9/11”, airlines are predicted to make a collective loss of $11 billion, according to IATA. But has the bottom now been reached? As Iata CEO Giovanni Bisignani succinctly put it: “This is worse than 9/11”. The good news is that although most observers agree the worst is over, no-one is able to say with any certainty when the upturn will begin. There are a few green shoots however, with the worst of the capacity cuts over and a number of airlines launching new routes. The most high-profile launch was British Airways, which defied all the nay-sayers and launched its all-business London City to JFK service in late September. The double-daily service on a refitted Airbus A319 has 32 seats in a 2-2 configuration and is designed to appeal to a demographic – City types – that was supposedly wiped out (or at least laid low) at the start of the financial crisis. It’s too early to tell how the service is faring or how it will pan out. BA is also spending £100 million on revamping its first class. A move which many would argue is madness in the current climate. But perhaps the airline knows something we don’t. BA also launched a number of new leisure routes in October from Gatwick to: Sharm el Sheikh, the
Maldives, Montego Bay (Jamaica) and Punta Cana (Dominican Republic). And one business/ leisure route from Heathrow to Las Vegas. However, its ill-fated attempts to link-up with anyone, whether it be Iberia or American Airlines, seemed to move ever further from its grasp, as regulatory authorities on both sides of the Atlantic put in too many conditions to make it worthwhile. The airline also made its biggest ever loss this year – £401m – and continued to cut jobs in a bid for survival. Earlier in 2009 chief executive Willie Walsh controversially asked staff to follow his lead and work for free for a month. In October it announced further 2,000 full-time equivalent job cuts from its 14,000 cabin crew and is looking for up to 1,700 job losses among ground staff. It now faces the very real prospect of strikes before Christmas. Aer Lingus also announced 700 job cuts in a bid for survival. BA also saw continued falls in passenger numbers. In September the airline’s overall traffic fell by 1.7% to 2.92 million. By contrast, both Ryanair and easyJet saw
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increases in passenger numbers and load factors in September. Ryanair’s passenger numbers increased by 17% to 6.12m and its load factor – the number of passengers as a proportion of the number of seats available – rose by 1% to 85%. Easyjet carried 4.42m passengers in September, a 5.3% increase on last year. Its load factor was up by 1.2% to 88.1%.
US Meanwhile, in the US, things appear to have stabilised. A number of airports and airlines are reporting that capacity and routes are picking up in low digit percentages, after months of sharp falls. At Boston Airport, for example, both flights and pricing are up by 2% this autumn compared to last year. On the airline front, Virgin America has stated it plans “aggressive growth” for 2010. Even the legacy carriers have cautiously stated that they feel the worse could be over. In a conference call following their results in July, outgoing Continental CEO Larry Kellner, said: “We
think we have hit the bottom, but we don’t know how long we’ll be there.” However, he ruled out any increases in capacity and could not even guess when the business traveller would return to the front of the plane. Global airline capacity for October 2009 showed an upward trend for the third consecutive month of 1.04%, which was slightly down on September’s figure, according to OAG. The world’s airlines have 299.9m seats available this month, a rise of 1.04% compared to October 2008. They scheduled a total of 2.4m flights for October, down by 1% on October 2008. David Beckerman, vice president OAG Market Intelligence, said, “We’re seeing continued growth in global capacity even with slight decreases in frequency across Europe and North America as we go into the autumn, which would tend to indicate a trend towards re-evaluating less popular routes.”
Middle East Meanwhile, in the Middle East, it seems to be largely business as usual but with a slight squeeze on yields. The low cost sector has seen 12% more flights than the same time last year. At the Business Travel Market, at ExCeL, in June, two leading Middle East airlines – Qatar and Etihad – claimed that their premium traffic has been largely unaffected by the recession. Both airlines said load factors in their front cabins were holding steady or were up compared to this time last year. Qatar and Etihad are also two of few airlines that have not cancelled their aircraft orders. Qatar placed an order for 24 Airbus A320s and announced it was setting up a corporate jet subsidiary at this year’s Paris Air Show. Meanwhile Etihad admitted that yields had been an issue for the carrier, but that its home market – Abu Dhabi – was continuing to experience high growth levels both in corporate and leisure traffic. Etihad launched a number of new routes this year including Melbourne in March, Athens, Istanbul and Larnaca in June and Abu Dhabi to Chicago in September. The airline is rolling out a new first class suite across its fleet later this year. Twelve Middle East carriers became the first airlines to use an Aircraft Emissions Manager, designed to monitor and measure carbon emissions and fuel burn. And Qatar became the first airline to fly on natural gas.
Mergers and acquisitions
Added charges
On the world stage, the headline-grabbing news was Japan Airlines and its “will it, won’t it” collapse from a massive debt burden. As the airline teetered in September, helpers lined up, including a Oneworld delegation led by BA, American and Qantas; and one from Skyteam, Delta Airlines. In Latin America the huge news was the merger of TACA and Avianca, creating the biggest airline in the region and also the possibility of direct flights to the UK and elsewhere in Europe. Lufthansa completed its purchase of the remaining 20% of bmi from SAS in October and immediately appointed the chief executive of Jet Airways to turn the airline round. Meanwhile, failed airline Alitalia, was saved by Air France-KLM, which bought a 25% stake earlier this year; and Olympic Airlines, which collapsed in September 2008, returned as privately-owned Olympic Air a year later. Airlines also finally acknowledged their carbon impact on the world and agreed to reduce emissions by half on 2005 levels by 2050.
All airlines battled to stay afloat in 2009 by adding more and more extras to the cost of a ticket – a practice slammed by travel agents as an “unsustainable” business model. BA started charging for specific seat requests in September. United Airlines becomes the latest legacy US carrier to charge a fee for a second hold bag. The airline will charge $50 per piece of extra baggage for travellers flying between the US and Europe, or $45 if booked online. United was also badly burned by a spoof song posted on YouTube criticising how it handled baggage – in particular fragile guitars – and was forced into an embarrassing public apology on how it had dealt with the complaint. BA also introduced charges for a second hold bag, and now includes sporting equipment as part of a passenger’s allowance. US carriers also started charging a surcharge for tickets bought at popular flying times such as Thanksgiving, Christmas and New Year. And Ryanair got rid of all check-in desks and charged passengers £5 each way to book online. Rumours that it will start charging passengers to use the loo onboard have not been ruled out.
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Winner’s Showcase
Meet the man behind the world’s best airline: James Hogan, Etihad Airways In March you said: “The aviation industry is facing its toughest challenge for many years as a result of the current global economic crisis but Etihad Airways will seek to continue its expansion plans during 2009 in a measured, considered and controlled manner.” To what extent do you feel you have achieved that? JH: Etihad, the fastest growing commercial airline in aviation history, is currently a US$3 billion dollar business. We have nine new aircraft arriving in 2009, which will boost our fleet to 52 and enable us to serve 57 destinations. Etihad has continued with its expansion during 2009 in a measured, considered and controlled manner which means more routes, investment in infrastructure and continued focus on exceptional service delivery. Our network expansion continued in 2009 with six new routes – Melbourne (March); Astana (May); Istanbul, Athens and Larnaca (June); Chicago and Cape Town (September); and Hyderabad (November). We are constantly reviewing our route network and looking for additional opportunities to expand our services and grow our brand. We now have 18 code share agreements in place and expect more options to become available in the months ahead. We are continually investing in our product and services – including the launch of our new first class product in May of this year, which will be retrofitted on all aircraft by the end of 2010. We announced the largest engine order in aviation
history at this year’s Paris Air Show, and we will continue to grow. Etihad has set its sights on flying 25 million passengers a year to at least 100 destinations by 2020. We have no intention of sitting still.
and from different geographies; very large VFR levels; labour traffic from Asia and the Indian subcontinent into the Gulf; and the regular religious pilgrimage traffic into Saudi Arabia from across the world.
Also in March, you stated that you plan to increase passenger numbers by 15 per cent this year to 7m. Are you on target?
At this year’s WTM you will be discussing Etihad’s “market place position”. Could you elaborate on this theme?
JH: The first six months saw the number of passengers carried by Etihad Airways increase by eight per cent to 3.01 million passengers, compared to 2.78 million during the same period in 2008. Load factors continue to hold up well. Across the airline’s network, the airline achieved average load factors of 72 per cent for the first half of the year which, despite the most challenging of conditions, was just a single percentage point below last year. We are still on target to carry close to seven million passengers, and achieve a growth of 15 per cent, even in the current economic climate. January to June of this year saw seat factors of 70.5 per cent from London Heathrow to Abu Dhabi and 78 per cent from Manchester to Abu Dhabi. A major reason for our ability to improve loads, even in the current downturn, is the diversity of our customer base. We have large customer segments in many different areas: premium long and shorthaul business travellers; leisure travellers going to
JH: We are not trying to be the biggest airline in the world but we aim to be the best. We have a very clear commercial mandate and are focused on delivering it. 2009 has been a tough year for everyone in the airline industry but because of Etihad’s investment in its product, fleet and homebase airport, as well as the development in Abu Dhabi, we are confident we can continue our impressive growth.
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And also the airline’s “future strategy” – could you also tell us about these plans? JH: In 2008 Etihad Airways placed one of the largest aircraft orders in commercial aviation history at the Farnborough Air Show and in June this year we announced the largest engine order in aviation history. Our future strategy includes plans to fly 25 million passengers a year to at least 100 destinations by 2020.
You have just been voted “World’s Leading Airline” at the World Travel Awards. What does it mean to you and the team to win such a prestigious award? Etihad’s vision is to be the best airline in the world, so to be recognized in this way is very important to us. We are committed to investing in our product, and pride ourselves on our high levels of customer service. You are rolling out a new first-class cabin as premium passenger numbers plunge across the world. Can you tell us a bit more about premium demand – your views on its future? JH: A downturn is exactly the time when an airline needs to demonstrate its commitment to the very highest standards of service excellence. The economic turbulence that the aviation industry is currently experiencing will give way to better times, and when it does our investment and product innovation will ensure that we are well placed to capitalise on the market. I believe our new first-class cabin will continue to reaffirm our position as market leader in terms of luxury air travel. The first aircraft with the new first-class cabin entered service in August 2009 and is now available on two of the three daily flights departing Heathrow for Abu Dhabi. The new suite marks the culmination in a series of enhancements in the last 18 months – including the introduction of a new cabin crew position called the food and beverage manager; and the opening of our new lounges at Abu Dhabi, Frankfurt and most recently T4 at Heathrow.
The premium economy cabin is becoming increasingly popular on airlines. Do you have any plans to launch a premium economy cabin? JH: We do not need a premium economy cabin because I believe our standard economy product is already that good. However, we are planning upgrades to our business and economy class cabins with improvements to the seats and ondemand in-flight entertainment systems. We do not seek to be like US and European airline businesses – our segmentation is different and this in turn strengthens our business model. What routes are you planning on launching in 2010? JH: In early 2010 we will launch flights to Sri Lanka and Japan, with further announcements to be made in the coming months. We are constantly reviewing our route network looking for opportunities to expand our services and grow our brand. By the end of 2009 we will operate to 57 destinations. Are there any plans to open more premium lounges in the world? JH: In 2009 Etihad opened two dedicated premium lounges outside of the UAE, in Frankfurt, Germany and Heathrow Terminal 4. The new lounges are a significant milestone in Etihad’s
development and a step forward in the airline’s commitment to deliver products and services of the highest possible standards. The lounges offer five star dining, a range of entertainment options and a Six Senses Spa. These two lounges will be followed by others in international markets in the near future. The airline sponsors Abu Dhabi F1? Are there any more sponsorship plans in the pipeline? JH: Sports sponsorship is a major part of Eithad’s marketing and brand-building strategy. In 2009 the airline announced a three year shirt sponsorship deal with Manchester City, which joins our other major sponsorship deals – the Ferrari Formula 1 team, All Ireland Hurling Championships, the Formula 1 Abu Dhabi Grand Prix, Chelsea Football Club, Harlequins Rugby Club and the Abu Dhabi Golf Championships. In March the Telstra Dome in Melbourne was also re-named the Etihad Stadium. Well placed sponsorships in key markets can significantly increase brand awareness for a young organisation such as ours. Prominent sports amass a substantial following with unprecedented loyalty. Although the airline is predominantly involved in sport sponsorships, we do not discount any sponsorship that would provide a tangible benefit to our international marketing mix and we continue to consider new opportunities where appropriate.
On which routes do you predict sustained premium demand? JH: First class performance is currently being driven by greater numbers of passengers travelling on our European, Australian and American routes, with all three now showing strong pick-up and performances that surpass those in Q2 / Q3 this year. In addition to the current upturn in premium class passengers, Etihad is also seeing the strongest revenue performances in premium class since January / February this year – reflecting both volume upturn and the quality of revenue.
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Middle East Ceremony Abu Dhabi breaks new records at World Travel Awards The stars of Middle East travel and tourism turned out in force for the industry’s highest accolade – the World Travel Awards, held at The Monarch, Dubai on 5 May 2009. Abu Dhabi was star of the show, picking a recordbreaking ten awards, including Etihad winning “Middle East’s Leading Airline” and Abu Dhabi Tourism Association voted “Middle East’s Leading Destination Marketing Campaign”. Etihad also won the inaugural World Travel Awards Prix d’Or – attendees at the gala ceremony voted live on the night for the brand that they thought had contributed most to the Middle East’s travel industry over the past 12 months. Over 500 travel and tourism brands from across the region were nominated for the awards, which is hailed as the “Oscars of the Travel Industry” by the Wall Street Journal. The event was graced by a number of senior professionals from the travel, tourism and hospitality trade at a ceremony packed with award winners, nominees and press. Dubai remained the Middle East’s favourite destination by winning the highly-contested “Middle East’s Leading Destination” and “Middle East’s Leading MICE destination”. Emaar’s The Address hotel was voted “Middle East’s Leading New Hotel”. Another unanimous vote was for “Middle East’s Leading Tourist Attraction”, which went to Petra in Jordan. Commenting on the award winners, Graham Cooke, Founder and President of the World Travel
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Awards said: “I am excited to see that the Middle East’s tourism offering is quickly diversifying and new players are taking great interest in being destinations, airlines or hotels of choice. It is particularly impressive to note that some of the award winners tonight are very new companies that have quickly set themselves to be leading players in the travel, tourism and hospitality business - not only in the Middle East but worldwide.” The awards are determined by a polling process that invites votes from over 183,000 travel, tourism and hospitality professionals around the world. This year around 42,000 voters participated in selecting winners for the Middle East’s best airlines, hotels, destinations and other tourist attractions. For a full list of winners visit www.worldtravelawards.com
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The World Travel Awards Ceremony is a fantastic event and a great opportunity for the travel industry... it makes sense to partner with a high profile and well-connected event like WTA...” BBC World News
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World Sport Destination Expo is the world’s first exhibition and conference dedicated to showcasing the $600 billion a year sport tourism industry. The world’s leading sporting destinations, bidding nations and cities, resorts and hotels, sporting bid committees, tour and event organisers, international media and elite buyers will for the very first time convene to conduct future business, source new contacts and markets and gain invaluable insights from the advanced knowledge of industry leaders and figure-heads. Fully endorsed by the leading authorities in sport and travel and tourism and uniquely co-located alongside the final week of the 2010 FIFA World Cup in South Africa, the landmark 5 day exhibition and conference programme will showcase the most rapidly growing sector in the global travel and tourism industry. At a time when some traditional tourism trends are in decline, sport tourism continues to flourish and is set to grow exponentially in the next decade. 50,000 visitors are expected to attend this ground-breaking event on the 5-9 July 2010 as the sport tourism industry congregates in Johannesburg ahead of the final match of the 2010 FIFA World Cup. Participation in World Sport Destination Expo is critical to those companies involved in the sport tourism market-place, and those serious in assuming a market share of the industr y’s fastest growing and most dynamic sector.
To exhibit go to www.worldsportdestinationexpo.com/exhibiting To visit go to www.worldsportdestinationexpo.com/visiting For more information contact info@worldsportdestinationexpo.com
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If you represent a destination eager to win the rights to host major sporting events, if you are a region or resort offering sporting facilities, if you are a purchaser of sport tourism, or a member of the international sports media, I urge you to participate in this must attend global event.” Gianni Merlo, President, International Sports Press Association
We are looking forward to attending WSDE to conduct new business, to add to our growing portfolio and to forge new long-term business relationships with all the destinations exhibiting.This unique ground breaking event will allow us to do this all under one roof!” Nathan Wilson, Managing Director,Thomson Sport
It was vital that Rio de Janeiro secured a large presence at WSDE. We are hugely looking forward to the unrivalled promotional platform that WSDE will provide our great city and the opportunity to show to the world that Rio means business.” Paulo Senise, Executive Director, Rio Convention & Visitors Bureau
As host of the up-coming Winter Olympics, we appreciate the value of sport tourism and event hosting, which has been identified by World Sport Destination Expo. Hosting major sporting events shine the global spotlight on your country and will provide invaluable legacies in terms of economic, tourism, community and sport development. As well, the tremendous spirit of volunteerism and crosscultural understanding that comes with hosting the world is incalculable and will benefit your country for years to come. British Columbia has certainly experienced the benefits of hosting major events. In 2008 Vancouver was declared the top Sport City for event hosting in North America and 5th best in the World.” Honourable Gordon Campbell, Premier of British Columbia
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Sport, hosting nations and cities and travel and tourism have come together very powerfully in recent years. You only have to look at the coverage of Brazil’s 2016 Olympic win to see that interest is at an all time high. WSDE will be the first dedicated business forum for destinations to secure the tourism benefits of hosting sporting events and to maximise the potential of future hosting bids.” Phil Savage, Publishing Director, SportBusiness Group
WSDE will change the landscape of the sport tourism industry. By bringing together all the key stake-holders of sport tourism products and services around the world, WSDE is set to become one of the most important international events in the travel and tourism calendar and we are privileged to be the inaugural hosts.” Lindiwe Mahlangu, CEO, Johannesburg 2010 FIFA World Cup Host City
Do not miss out on the sport tourism event of the decade
www.worldsportdestinationexpo.com Partners
Grand Tour 2009 - Europe Europe’s star travel brands triumph at World Travel Awards
Stuart Swycher, President, Beltico Group and Jose Pampolim, Vice President, Beltico Group and Telmo Faria, Mayor of Obidos and Bobby Davro
Europcar, Adam & Eve Hotels, Carlson Wagonlit Travel and Virgin Atlantic were amongst companies that triumphed at the World Travel Awards European Ceremony, staged in the sumptuous luxury of the Marriott Praia D’El Rey in Portugal on 17th October 2009. The awards, described by the Wall Street Journal as the ‘Oscars’ of the global travel and tourism industry, revealed who are the “best of the best” in the region, and formed the fourth leg of the World Travel Awards Grand Tour, a search of seven continents for the very best travel and tourism brands in the world. Lufthansa won the title “Europe’s Leading Airline” and Marriott Hotels Resorts & Suites picked up “Europe’s Leading Hotel Brand”. Meanwhile “Europe’s Leading Destination” went to Lisbon, whilst Carlson Wagonlit Travel took home “Europe’s Leading Travel Management
Company” and Viajes Iberia picked up “Europe’s Leading Travel Agency”. Virgin Atlantic Airways won Europe’s Leading Marketing Campaign for its “25 Years Still Red Hot” campaign. A number of national category awards were also presented throughout the evening. Increasingly, the awards are known as raising the bar for ultimate customer service and overall business performance. Growing numbers of travel companies, airlines, operators and resorts compete to walk away with one of the coveted titles. Organisers say research has shown that
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winners increase international brand recognition, building consumer loyalty. Nearly 1,500 travel companies were nominated in 177 categories in the prestigious ceremony, held in partnership with Marriott Praia D’El Rey, Bom Sucesso, TAP Portugal and Turismo Do Oeste. Senior management and decision makers of Europe’s travel and tourism industry came together to celebrate their achievements during the ceremony. Graham Cooke, President, World Travel Awards commented: “The past 12 months have brought several challenges, namely the economic
Carol Dawes, Tui, Manon Han, Executive Vice President, World Travel Awards, Jan Viebrock, Sport & SPA Resort A-ROSA Scharmuetzelsee, Fiona Downie, Tui
World Travel Golf Tournament
downturn and the outbreak of swine flu, which has impacted travel and tourism worldwide; today’s winners have remained focused on their long term objectives, and continued to deliver above and beyond the call of duty, setting an industry example.” These inspirational organisations will continue to reap profile and commercial benefits over the next year. Cooke explained: “This year’s winners can display the official World Travel Awards symbol with pride on their sales and marketing literature, offering travellers a cast-iron assurance that what they are
Europe's Leading Travel Agency - Viajes Iberia, Jorge Carurla, Enrique Riera (Managing Director), Emilio Castillejos
buying is a guarantee of travel excellence.” Each winner has automatically been put forward for the spectacular WTA Grand Final which took place at the Grosvenor House, a JW Marriott Hotel in London last Sunday. Throughout the evening, winners were presented with their prestigious awards by key industry figures. Live entertainment included performances from disco legend George McCrae, whilst international comedian and actor Bobby Davro hosted the gala evening.
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We were truly delighted to participate in this exceptional event. Philippe M.E. Requin Chief Executive Officer Grace Hotels Group
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worldtravelawards.com
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Way out Oeste Portugal’s rising new star
The Algarve’s Mediterranean climate and glorious beaches has long made it Portugal’s most popular tourism region. But the country also has a rapidly rising star: the Oeste – boasting miles of glorious untouched beaches, incredible golf, and a rich medieval Portuguese culture. Oeste, the Portuguese for west, stretches for over 200km along the ruggedly beautiful Atlantic coastline between Portugal’s two main cities, Lisbon and Oporto, and taking in the must-see medieval town of Óbidos. Unlike more famous and populated regions in the south of the country, here you can discover pretty villages and a real Portuguese way-of-life amongst stunning coastal scenery, including some of the best beaches in Europe. So much of this area has yet to be discovered by the mass tourism market, guaranteeing you a beach to yourself. The landscape is indeed rather special, starting off from Castelo de Paiva, all the way down south to Arruda dos Vinhos, you will be amazed by the picturesque fishing towns (Nazaré, Peniche, Ericeira) and the beautiful lagoon of Óbidos that links to the stunning beach of Foz do Arelho. Despite its secluded location, Oeste is merely 45 minutes by car from Lisbon, which is served with regular flights from across the world by TAP Portugal. The weather is invariably one of perfect blue skies, providing the perfect backdrop for outdoor activities including water sports, hiking or camping in the lush green surrounding land. The balmy weather and the white sandy beaches offer one of the choices between practicing water sports and enjoying the calm life of the seaside.
Golf with a sea-view While the Algarve is famous the world over for its golf, the lesser-known Oeste region is rapidly earning a reputation too for its world-class fairways. The gentle rolling hills set against the backdrop of huge skies and deep oceans make this a golfer’s paradise. The recent opening of the new Bom Sucesso course near Praia D’El Rey is welcoming more and more golfers from around Europe, as word spreads about the Donald Steel-designed course. The legendary Seve Ballesteros has also designed some courses in the pipeline.
Jewel of the Oeste Set along a beautiful sandy beach less than one hour from Lisbon, in an area of protected rural landscape of rolling sand dunes and pine tree forests, Praia D’El Rey Golf & Beach Resort epitomises the charm of the Oeste region. With year-round sunshine, a championship links golf course, luxury accommodation, world-class spa and a vast range of outdoor activities, this is the best holiday location under the sun. The resort will also play host to the World Travel Awards Europe Ceremony this autumn. It is luxury hotel is worthy of a capital city, whilst overlooking a sandy beach on one of Europe’s most serene and natural coastlines. Book into the resort’s spa and health club and get down to some serious relaxation therapy.
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The resort also has much to offer outside its gates. History is to hand, including nearby Peniche, a pretty and unspoilt ancient fishing port, known for the sprawling landmark fortress overlooking its harbour, as well as some of Portugal’s finest surfing. But while the days are hot, the area around Praia D’El Rey is prized by sunbathers for its empty, pristine beaches, especially those near Baleal, a small island village five minutes from the resort. Almost every town near Praia D’El Rey can trace its history back to the 12th century but the most famous is Óbidos, 15 minutes from the resort but a whole world away. Its untouched town centre is medieval in feel and many of its buildings date back to the time of the Conquests, their whitewashed and ochre walls and blue-framed windows and doors crying out to be photographed. Óbidos has dozens of restaurants, bars and cafes as well as open air opera in the old town square, music festivals and medieval feasts, as well as its own chocolate festival.
Getting there Less than an hour by car from Lisbon, which is served with regular flights from across the world by TAP Portugal (www.flytap.com).
In the spotlight: Stuart Swycher, Owner and President of the Resort, Praia D'El Rey Marriott Golf & Beach Stuart Swycher is one of the hospitality industry’s sharpest talents with an uncanny ability to spot a potential development and make it happen. As chairman of Beltico Group, he developed Praia D’El Rey. What inspired you to build Praia D’El Rey? SS: I first came across Praia D’El Rey in the late 1980s. Back then there were just a few houses near the sea, no golf course and it was a good 90 minutes from Lisbon. But all I could see were the miles of sandy beaches, the natural dunes and the long hours of sunshine. I could imagine that others, like me, would want to spend time in this place. What originally attracted you to the Oeste region? SS: I had been to the Algarve often during the 1980s, but found it overdeveloped and expensive. In the Oeste region, especially around Obidos, I could see the potential to create a really integrated resort that would appeal to visitors, and it was obvious in the early 1990s that the region would benefit massively from the new motorway that was being built. Which aspects of the resort are you most proud of and why? SS: I am particularly proud that Praia D’El Rey has set the bench mark for professional tourism development in the Oeste region. We opened the Praia D’El Rey golf course in 1997 and the Marriott hotel in 2003 and we have created hundreds of jobs in the local community. I am also especially proud of the professionalism and high standards we maintain throughout the resort. How would you like the resort to evolve? SS: Praia D’El Rey Golf & Beach Resort is almost complete – we have a few more golf villas and beach houses to sell, but the resort is already very mature with a healthy resales market and the golf course and hotel are running very successfully. I am looking forward to beginning work on Falesia D’El Rey, a 230-hectare beachfront site very near Praia D’El Rey, where we want to create another world-class golf course, two boutique hotels and some spectacular homes. What is your vision/definition of the ultimate resort? SS: For me, it is “barefoot luxury”. I define the ultimate resort by its staff and its attention to detail – everything looks effortless on the surface but they have really thought about how guests want to spend their time, how they want to eat, and how they want to feel.
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golfoeste P O R TU G A L
Praia d’El Rey Golf & Beach Resort (Marriott Hotel) | Óbidos www.praia-del-rey.com Tel. +351 262 905 005 The Westin CampoReal Golf Resort & Spa (Westin Hotel) | Torres Vedras www.westin.com/camporeal Tel. +351 261 960 900
t s a o c r e v l i s c i t s u A fa nt a o y r o f wa it i n g
Golden Eagle, Residence & Golf Resort Rio Maior www.goldeneagle-golfresort.com Tel. +351 243 940 040 Bom Sucesso Design, Leisure & Golf Resort Óbidos www.bomsucesso.net Tel. +351 262 965 310 Vimeiro Golf Resort (Golf Mar Hotel) | Torres Vedras www.hotelgolfmar.com Tel. +351 261 980 800 Botado Golf Club (Atlântico Golfe Hotel) | Peniche www.atlanticogolfehotel.com Tel. +351 262 757 700 Royal Óbidos Spa & Golf Resort (open 2011) | Óbidos www.royalobidos.com Tel. +351 262 960 241
GOLFOESTE Rua Direita, n.º 87 – Apartado 42 – 2510-914 Óbidos – Portugal Tel. +351 262 955 060 – Fax +351 262 955 061 golf@turismodooeste.pt | www.turismodooeste.pt
World Sport Destination Expo is the world’s first global exhibition and congress dedicated to showcasing the $600 billion a year sport tourism industry. At a time when traditional tourism trends are in decline, sport tourism continues to flourish and is set to grow dramatically in the next decade. Participation in World Sport Destination Expo is vital to those companies involved in the sport tourism market-place, and those serious in assuming a market share of the industry’s fastest growing sector. Over 5 dynamic business-focussed days you will be in pole position to: • • • • • • •
Conduct lucrative business deals with the leading international tour operators Meet face to face with the key corporate buyers and event organisers Educate the industry about your capabilities to host major events Explore and enter new international markets Gain deep insights in to the latest developments in the sport tourism industry Meet all the key industry players in a focused business environment Showcase your brand credentials on a global stage
Do not miss out on the travel and tourism event of the year. To exhibit go to www.worldsportdestinationexpo.com/exhibiting To visit go to www.worldsportdestinationexpo.com/visiting For more information contact info@worldsportdestinationexpo.com Partners
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How to Enter 2010 The World Travel Awards serves to acknowledge, reward and celebrate the achievements of the brightest players in the global travel and tourism industry. If you think your organisation stands in a class of its own then visit worldtravelawards.com for an online entry form. Self nomination for 2010 opens 11 January.
worldtravelawards.com
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“Oscars of the Travel Industry� Wall Street Journal
World Travel Awards Grand Tour 2010 Our events are attended by the top level decision makers - more than 70 percent of our attendees are Director level or above. Our events are the perfect platform to gain your brand top-level exposure. Our events are famed for the great networking opportunities. For more information and to book tickets please email: booking@worldtravelawards.com
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Mauritius. So much more than perfect beaches.
If you’re looking for more than just miles of beautiful unspoiled, white sandy beaches and warm turquoise lagoons, Mauritius is for you. Trek in the lush interior with its majestic mountains, pristine forests and breathtaking waterfalls, tee off on one our award winning golf courses or take to the air kite surfing. Explore the colourful markets for designer fashions and exquisite jewellery or simply relax and be pampered in a luxurious spa at one of our world-class hotels. You will be charmed by the warmth of our welcome and delighted by our unrivalled levels of service that brings visitors back year after year.
C‘est un plaisir For a brochure or more information call the Mauritius Tourism Promotion Authority on Tel 020 7902 2955, email mtpa@bgb.co.uk or visit www.mauritiustourism.co.uk
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