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February 17 2017 | ISSUE NO 2,002 | Travelbulletin.Co.Uk TB 1702 2017 Cover Wrap 15/02/2017 13:21 Page 1 February 17 2017 | ISSUE NO 2,002 | travelbulletin.co.uk TB 1702 2017 Cover Wrap 15/02/2017 13:21 Page 2 TB 1702 2017 Cover 15/02/2017 11:01 Page 1 February 17 2017 | ISSUE NO 2,002 | travelbulletin.co.uk Theme Parks & Attractions The questions you need to ask when selling this sector this week med islands training personality 21 bermuda bulletin new programme additions & images from 15 20 deals from operators 35th America’s 29 our escorted find out who’s in Cup helps fuel touring the hot seat this destination’s showcase week growth S01 TB 1702 2017 Start_Layout 1 15/02/2017 11:15 Page 2 Order your copies Elite Island Resorts offer a great of the Gold Medal Uncover the collection of all inclusive Caribbean Caribbean & Mexico resorts. Whether you are looking 2017-18 brochure Caribbean with for an adult only retreat in Antigua via TradeGate or Barbados, family friendly fun in today! Elite Island Resorts Saint Lucia or Antigua, or complete exclusivity in the Grenadines, there’s & Gold Medal an island to suit everyone. Antigua Saint Lucia Antigua Pineapple Beach Club St. James’s Club Morgan Bay The Verandah Resort & Spa 7 nights all inclusive from 7 nights all inclusive from 7 nights all inclusive from Save £1,369pp uppSave uppSave £1,539pp uppSave Includes reduced rates to£000 pp to Includes reduced rates to £700per person £1,459 £450 £500 per person Includes reduced rates per person per person Includes flights with British Airways from London Gatwick Includes flights with British Airways from London Gatwick Includes flights with British Airways from London Gatwick Valid for departures 01 May - 17 Jun 2017 Valid for departures 01 May - 17 Jun 2017 Valid for departures 01 May - 17 Jun 2017 Antigua Barbados St James’s Club & Villas The Club Barbados Resort & Spa 7 nights all inclusive from 7 nights all inclusive from £1,579pp uppSave uppSave Includes reduced rates to£555 £1,649pp to£540 per person Includes reduced rates per person IncludesIncludes flights fl ights with with British Air France Airways from from xxxx London Gatwick Includes flights with British Airways from London Gatwick ValidValid for for departures departures 01 00 May xxx - 201717 Jun 2017 St James’s Club & Villas, Antigua Valid for departures 01 May - 17 Jun 2017 Earn DOUBLE rewards on EVERYTHING* you book with Gold Medal up to 28 February 2017! Don’t miss out – get Antigua Grenadines booking today. Galley Bay Resort & Spa Palm Island Resort & Spa 7 nights all inclusive from 7 nights all inclusive from £2,389pp uppSave £2,269pp uppSave Includes reduced rates to£400 Includes reduced rates to£580 per person per person Includes flights with British Airways from London Gatwick IncludesIncludes flights fl ights with with British Air France Airways from from xxxx London Gatwick Valid for departures 01 May - 17 Jun 2017 ValidValid for for departures departures 01 00 May xxx - 201717 Jun 2017 Terms and conditions:*Double Farebank Rewards on all components booked with Gold Medal between 28 December 2016 and 28 February 2017 except business and first class flights. Prices are per person based on twin share for departures specified. Prices include return flights from specified airport with specified airline, pre-payable taxes, transfers and accommodation. Offers are subject to availability. Book by dates apply. Terms and conditions apply. Supplement applies for regional departures. Gold Medal reserves the right to withdraw these offers at any time. Holidays operated by Gold Medal Travel PLC, ATOL protected 2916, ABTA V6805. Call: 0800 014 7777 Visit: goldmedal.co.uk GM5004 TB Full Page Elite Island 1302 F indd 1 13/02/2017 17:32 S01 TB 1702 2017 Start_Layout 1 15/02/2017 11:15 Page 3 newsbulletin Pizza party... COSMOS TOURS is helping agents through the busy peaks period with the offer of a free pizza lunch where, every Tuesday, a delivery of Domino’s pizzas arrives at an agency or call centre. If agents think they deserve a lunch they should email [email protected] and let the team know why. The offer ends on February 28. Pictured enjoying their free pizza lunch is the team at Broadway Travel in Newcastle - from the left: Sara Louise Robson, Jan O Connor, Laura Seymour, Adele McGough and Debbie Watson. UK Customer Satisfaction Index reveals customer satisfaction in tourism on the up OVERALL CUSTOMER satisfaction in the tourism sector has Meanwhile, the proportion of customer interactions by increased over the past year, continuing the ongoing email has increased to 11% whereas the proportion of upward trend in satisfaction since 2011, reveals the UK telephone interactions fell to 12%. Customer Satisfaction Index (UKCSI), published by The Despite the overall increase in customer satisfaction, Institute of Customer Service. there has been an increase in the score for customer The UKCSI gives the UK’s tourism sector an overall effort – in other words, customers said they had to customer satisfaction rating of 80.2 out of 100 – 0.6 points expend more effort in dealing with organisations than higher than its January 2016 score. they did a year ago. For example, 53% of people say that Ten organisations within the sector have improved, with it has taken them more than two attempts to get a P&O Cruises topping the tables as the highest scorer in the problem fixed with businesses in the national public industry, with Marriott as the most improved. services sector. The extra staff time spent on repeat The data also offers insights into key metrics including customer contact to resolve issues is arguably time strengths, complaints and changing channel use. This year, which could be better spent, with businesses able to the sector is the highest scoring sector (together with the save money on staff hours if a focus is placed on ‘getting banking sector) for 'in person' experience measures, such it right first time.’ as speed of service and helpfulness of staff. Tourism also Jo Causon, CEO of The Institute of Customer Service, generates fewer problems for customers than any other said: “Generally speaking, it’s been a great year for sector; 9% of customers had a problem, the same as in customer service in the tourism sector, with consumers January 2016, as opposed to the UK average of 13%. continued on next page agent bulletin personality bulletin a look at new agent offers & booking find out which industry expert is in 09 incentives 20 the hot seat this week puzzle bulletin med islands Contiki - This week play Su Doku for your chance to win a new programme additions & £50 M&S voucher deals from operators Inset 11 21 news training bermuda this week’s industry news, operators outline new roadshows & 35th America’s Cup helps fuel Ingus Kruklitis developments & offers online training programmes destination’s growth - 03 15 29 Main : notes from normanton bulletin briefing theme parks & attractions find out how Sandy is getting on in news & views from the Elite Travel a round-up of new additions to bring 08 Uganda 19 Group 32 out your clients’ wild side Cover Pictures travelbulletin.co.uk February 17 2017 3 32 S01 TB 1702 2017 Start_Layout 1 15/02/2017 11:15 Page 4 newsbulletin continued from previous page “Added to that, better consistency is needed across telling us that businesses are improving overall different channels. Engagement through digital methods experiences by getting things right first time and dealing such as email, text, apps and webchat functions have all with complaints faster and more efficiently. increased in the last year, and these are the channels “However, these factors do not necessarily translate into through which it’s most difficult for customer service staff customer loyalty and recommendation. Just being ‘good’ to show empathy. Organisations therefore need to make is no longer good enough, and organisations should think sure that their staff are highly engaged and highly skilled, about how they can deliver outstanding service at all as every customer interaction – regardless of the channel times. it’s on – counts towards business performance.” Windsor launch from Bateaux with choice of afternoon tea, lunch or dinner DINERS WILL soon be able to enjoy views of one of the UK’s oldest and prettiest towns with the ‘launch’ of a new floating restaurant. Bateaux London has added to its fleet with a new sister company, Bateaux Windsor. From April, visitors to the historic Berkshire town will be able to dine in luxury within sight of Windsor Castle, on The Melody. The glass sided, hand crafted river boat will embark on scheduled lunch, afternoon tea, Sunday lunch and dinner cruises every weekend and can also be hired privately for celebrations and events. Cruises last between 90 minutes and two-and-a-half hours and the lunchtime trips feature a three-course meal, while evening diners are offered five courses, including wine. Sunday lunch cruises and £75 for the at bateauxwindsor.com. For further Prices start at £35 per person for the dinner cruises. information call 01753-202302 or email afternoon tea and lunch, £45 for the Cruise packages are available to buy [email protected] Survey reveals half of Brits book holidays in first week of January NEARLY A quarter (23%) of UK consumers agree that booking a holiday would make them most happy in January, with 44% booking days off work within the first week of returning to work in 2017, according to new research by Travel Counsellors. The survey polled a group of UK consumers on their January booking habits, with almost half of people stating that they submitted holiday forms for 2017 before January 6.
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