UKM2484b

Volume 4 Issue 4 2004 The Business Travel Magazine for Carlson Wagonlit Travel

60 Second Guides Austrian Airlines and

Industry Voice Hilton and United

Inside CWT The Future Of Business Travel

Destination Athens

Regional Review Africa

21st Century Car Hire

Travel Gadgets

Body Language

Club World. More beds, more places, more often. editorial contents As we come towards the end of 2004, I think we’ll all readily agree that it’s been another challenging year for the business travel industry – never a dull moment, really, with all the ups and downs that we’ve been going through.

And, as we speak, there is still a mixture of uncertainty yet, at the same time, a sense of buoyancy – opposite trends that make forecasting the future that much harder.

What we can say, for sure, is in the airline business, it appears to be a buyers’ market, with passenger numbers on the rise, even with the proliferation of carriers cruising the skies these days.

But this again brings us back to the question of capacity and what airlines are going to do about it, with that decision becoming ever more crucial, day by day. 18 16 24 26 28 Yet despite these buoyant figures, there are still real concerns about the way airlines are performing. Some are having a very hard time of things; others are working Editor-in-chief: on margins which are, frankly, unsustainable and already Jason Clarke news features we’re seeing signs of travellers being affected – a knock- Executive Editors: on effect that may be storing up trouble for the weeks Shital Shah, Industry Update . . . 4 Industry Voice . . . 8/32 Athens . . . 18 and months ahead. Maria Rammou Published by BSP Creative Ltd. Radisson SAS opens up in Hilton hails the Disability What the Olympic legacy gives to I hope I’m wrong, but I’ve been wondering if we haven’t Belfast/Stansted and Gulf Air beds fly to Discrimination Act, while United Airlines Greece. been seeing signs of the silly season in recent weeks, For further information, please contact: with the industrial relations’ climate somewhat stormy, to Jason Clarke or Shital Shah at: new heights. highlights changing demands. say the least. Business Support Services Travel Gadgets . . . 24 Carlson Wagonlit Travel We survived a potential ‘summer of discontent’, with Maple House, High Street, CWT Future of Business and pleasure – electronic strike threats settled at the last minute. But when carriers Potters Bar, Hertfordshire, EN6 5RF corporate Business Travel . . . 10 marvels that suit both modes. are having to squeeze costs, something has got to give Email: [email protected] CWT’s Jim Tweedie charts the trends – and maybe people are saying they’ve had enough. Web: www.carlsonwagonlit.com Corporate News . . . 6 dictating the way business moves. 21st Car Hire . . . 26 Three major promotions have created a A state of affairs that is typical of the problem we’re How rental giants have moved with the seeing throughout the industry and one we’ll have to turn dynamic new Global Account our full attention to, sooner, rather than later, to try to 60 Second times. Management team – reinforcing Carlson make the year ahead less ‘challenging’ than we’re soon Guides . . . 15/23 to leave behind. Wagonlit Travel’s top-level, worldwide Quick-fire facts of business life from Body Language . . . 28 service. Best Western and Austrian Airlines. The natural way to talk business.

Regional Review . . .16 Africa’s wake-up call: turbulent past or Jim Tweedie profitable present? EVP North Europe 3 Connect Vol 4 - Issue 4 NEWS NEWS

industry news in brief bmi jets off to Vegas JAL lets passengers World-beating Gulf Air Eurostar’s powerful sleep on it beds down in style new look bmi has launched a new Manchester-Las Eurostar’s entire 27-train fleet is being given Vegas service – opening up a string of new Japan Airlines is making the going easier Gulf Air will become the world’s first carrier a major makeover during the next 12 connections to western USA. for business travellers – with an overnight to house the ‘next generation’ of sky beds months – refreshing both First and ‘Good Sleep Service’, in First and – after clinching a £5.6 million deal for Standard Class carriages. The new route will operate three times a Business class, from selected Asian more than 200 First and Business class week: Tuesdays, Thursdays and Sundays gateways into Japan. seats on its six-strong Airbus 330 fleet. The revamp is designed to create the ideal, – a huge boost for Manchester’s long-haul on-board business environment, with First services, with bmi the first airline offering The new routine – fuelled by customer The airline is the launch customer for the Class becoming both hi-tech, high speed scheduled flights from Manchester to demand – means quieter, less brightly-lit revolutionary new seating module – from office and relaxing comfort zone. America’s western states. cabins, ‘do not disturb signs’ and a wake- French design company EADS Sogerma – up call just half an hour before arrival. due in service next March. Delta ties up KLM Closer to home, bmi has opened up a new e-ticket deal route between London City and Leeds The service has also led to key changes in Successful test flights mean JAL’s ‘Good First Class passengers will have their own Delta Air Lines has signed up another Bradford, with nine daily flights. the carrier’s meal service, with more Sleep’ will now be available on certain ‘private cabin space’, with full-sized bed partner in its growing interline e-ticketing substantial departure lounge dishes, flights from Singapore, Kuala Lumpur and and unique ‘changing room’, with alliance, following agreement with KLM. inflight snacks served on demand and Bangkok. Business Class travellers enjoying new-style breakfast menus. exclusive lounge-bed sleepers. The deal follows 10 similar tie-ups which have seen Delta join forces with airlines Launch destinations include London across North and Latin America and in Radisson SAS checks in meeting rooms, 120 guest rooms Heathrow, where Gulf Air has become the Europe. to Belfast and London restaurant and bar. first Middle Eastern airline to open a Stansted dedicated departure lounge. New UK-Scandinavia Meanwhile, Stansted has become home services from SAS Re-born Belfast is the latest business to the group’s 10th UK – just two Cumberland comes to The hotel’s 900 rooms are equipped with Aberdeen and Newcastle have new daily destination to welcome Radisson SAS – minutes’ walk from the terminal. London the latest technology – plasma screens or links to Copenhagen, with the extra with a hi-tech seven-storey hotel in a new LCD TV entertainment centres, plus services complementing the airports’ city centre business park just minutes from The smart airport property has wi-fi The capital’s newest world class hotel has internet connections. existing flights to Bergen and Stavanger, the city centre. access in all 500 guest rooms and 26 Barcelona Hilton means opened for business at the top of Park operated by partner airline Wideroe. meeting rooms. There’s also a superb spa business Lane – promising new standard-setting Elsewhere, there are two bars, a brasserie The £13.7 million property is a complete and pool, three ‘designer restaurants’ and service. and the ‘Market’ restaurant – serving 11 More SWISS flights wi-fi zone – throughout its five stylish Europe's only 'Wine Tower' – holding Hilton’s showpiece hotel in Spain’s second styles of food from five different kitchens. from London City some 4,000 bottles. city is up and running again after major The Cumberland, managed by Thistle SWISS is trebling services from London refurbishments during 2004. Hotels, is a haven of contemporary Meanwhile, the hotel’s meeting complex City to Switzerland this winter – with 12 design, coupled with exceptional comfort. has 26 rooms with advanced audio visual daily flights split between Basel, Geneva The 433-room Hilton Diagonal Mar is a aids. and Zurich. Overall, the new timetable choice business location – right in the heart features 36 flights a day to the three of Barcelona’s financial and commercial destinations from four UK airports: London district and next to the new International Continental springing being hailed as a victory on both sides of Heathrow, Manchester and Birmingham, Convention Centre and up-market into Bristol the Atlantic, with business travellers as well as City. Diagonal Mar shopping mall. leading the cheers. Bristol is being put on the direct flight-path Hilton Competition Overlooking both city and sea, the 11- to New York – with daily services between Flights will leave Newark’s Liberty Winner storey hotel has eight meeting rooms, a the two cities scheduled to start next May. International Airport at 7:30 pm, with next Cheryl Braganza of Unilever Bestfoods UK 1,000-seat conference hall/banqueting day 7:30 am arrival in Bristol. Return has won a weekend break at the Hilton suite, Executive Lounge and Business The pioneering route – linking south west services will leave Bristol at 9am, with a Waldorf for completing our survey in the Centre. England with the US for the first time – is same day noon touchdown at Liberty. last CWT Connect Magazine.

United Mileage Plus offers hundreds of ways to earn and redeem miles for rewards on United and Star Alliance flights – To join visit: www.unitedairlines.co.uk/mileageplus CORPORATE NEWS

corporate news Top management team boosts CWT’s global role

Richard Lovell Liliana Frigerio Philippe Vinay Three major promotions Announcing the news, Hubert Joly, the requirement of our local EMEA worldwide company President & CEO, markets. I have every confidence that our have created a dynamic said the new structure would further customers will continue to benefit greatly new management strengthen CWT’s ability to deliver bottom from this exceptional team of travel line results, adding: “CWT is already one professionals.” team – reinforcing CWT’s of the most global and technologically top-level service around advanced travel management companies Liliana Frigerio – becomes Executive in the world. Our geographic structure will Vice President, CWT Global Account the world. also allow us to provide great service to Management and Solutions Group. local companies whatever their size.” Ms Frigerio, who carried out a similar role at European level, will be in charge of Richard Lovell becomes Chief Operating global accounts - with direct responsibility Officer, CWT Europe, Middle East & Africa for the global Solutions Group, CWT’s (EMEA), with overall responsibility for the consulting arm. region. He joins Jack O’Neill, Chief Operating Officer CWT North America, In her new post, she will work closely with and Geoffrey Marshall, President CWT Martin Warner, Executive Vice President Asia Pacific & Latin America, as a key Global Sales & Marketing, and CWT’s member in the new top-level Chief Information Officer, Loren Brown. management structure. Lovell, formerly The high-level team has been hand- Executive Vice President, EMEA, is also picked to further expand CWT’s now in charge of CWT’s global hotel relationships with global companies of all organisation. shapes and sizes and to harmonise the use of common tools throughout the Commenting on his new role, Lovell business travel world. said: “I am delighted to be working with a highly experienced and motivated, The third key management change sees multi-cultural team that has driven Philippe Vinay appointed Executive Vice Carlson Wagonlit Travel forward during President, CWT Human Resources, on a the recent turbulent years in our industry. global level, having headed up HR in the EMEA region for the past four years. His “We can now look forward to further new worldwide position has been created developing our global strength, while still specifically to match CWT resources with preserving the essential flexibility to meet key global business priorities.

6 FEATURE INDUSTRY VOICE FEATURE INDUSTRY VOICE

In addition, the DDA now requires disabled It’s a huge job and one that has involved These guests are not a liability – but people to take responsibility and do millions of pounds to get right – both in opportunity! Industry Voice something...communicate with the service terms of the way hotels must change and providers that they use and compliment in the intensive training of staff to support Hilton has taken this issue very seriously, in and encourage those who have embraced that changing environment. keeping with our reputation as a market As the Disability Discrimination Act comes into force, the Act. Organisations that are accessible leader. But it is not a competition as to who Mark Selawry, Vice President of Management Services to disabled customers will be more But get it right we must if we are does it best – a united front amongst the accessible and appealing to all to fully meet the needs of the growing industry can only help ensure disabled for Hilton UK & Ireland, explains how crucial this issue is stakeholders – and Hilton continues to number of guests who make up a guests – and their needs – should never be for the hotel industry’s future. learn from its disabled guests directly. significant segment of the market. ignored again.

Mark Selawry

On 1 October 2004 Phase 3 of the people of various disabilities. It wasn’t just Disability Discrimination Act came into a question of a installing a few wheelchair force. This act deals with making goods, ramps but of understanding how disabled facilities, services and premises more people felt about their ‘customer journey’ accessible to disabled people. At Hilton, within our hotels – and how it could be we take the view that this is not something improved. And where there was concern, separate, but an extension of our we addressed it. customer service culture which will now embrace even more guests. That’s where our ‘mystery auditors’ helped enormously – we collected valuable With an estimated 10 million disabled feedback from disabled people, who people in Britain, the legislation should be toured our hotels and reported back with seen as an opportunity and not as an recommendations for improvements. And obligation or burden. As a customer base, then, of course, there is Michael McGrath disabled people spend in excess of £50 – Hilton’s disABILITY Champion – whose billion in the UK economy every year. continuous advice has been invaluable.

Over the years, I think there has been a Overall, the challenge has been to ensure culture of avoidance – and of fear – from ‘reasonable access’ to all, which in both sides when it comes to the question practice means removing all barriers to key of hotel access for disabled guests. But hotel areas – from entering the building, to there is no doubt that the new legislation eating in the restaurant, to room layout. has focused attention and helped us as an Not just physical barriers either; industry to take a completely fresh look at reasonable access means providing this issue – with full support and guidance measures that help guide deaf or blind from our team of disability champions. guests around the hotel, and perhaps most important, training staff to identify This meant learning what we needed to do and respond to the needs of our disabled to make our hotels fully accessible to customers.

8 FEATURE CWT’S SERVICE FEATURE CWT’S SERVICE

For those of us with spend and what they get for it, is vital to in the market and to chart the course for want and one that we have the the bottom line. customers for months, and sometimes experience and ability to supply.” longer memories, the years ahead. sight of dapper And it is this value for money issue – Despite all the wealth of technology at the rather than just concentration on price – Said Tweedie: “Companies like expedia industry’s disposal, those who know the globetrotter, Alan Whicker, that is going to take on crucial importance and travelocity will do what they do and business best remain convinced that the filling our TV screens is in the battle for business travel that lies no more. But there is still a real demand future does not depend solely on ahead. for total travel management and providing electronic aids to the exclusion of all else. like a second coming. we continue to provide a service and our That’s certainly the expert view of Jim customers are prepared to pay for it, we’ll For example, despite Self Booking Tools Yet, at the same time, the way the high Tweedie from Carlson Wagonlit Travel. keep on making a difference.” being hailed as ‘the future’ several years profile ad campaign has been scheduled The company’s Executive Vice President, ago, take-up rates are lower than makes it seem like he’s never been away. North Europe, has watched the way CWT argues that, because of its size and anticipated. business is moving and has come to this influence in the industry, the company can Hardly a commercial break goes by firm conclusion. make that difference for clients of different Said Tweedie: “Technology is a without the trademark moustache and shapes and sizes – and that its service marvellous addition and we wouldn’t be immaculate blazer popping up in a quirky “The big risk is that if we are just going costs no more than about five or six per where we are today without it, but we setting – Japanese sushi bar, South Sea to be concerned about price, then people cent of a client’s total travel spend. must never forget the human element. hot tub, desk drawer. are going to go out of business. There’ll be fewer airlines, for instance, and from a “Companies like expedia and travelocity will do what they Big money in the Whicker’s world of today, situation where we now have plenty of where the promotion for internet travel options, that choice will be reduced if do and no more. But there is still a real demand for total bookers, travelocity, is taking place. we, as an industry, don’t make the right choice now. travel management...” The reason the e-booker is splashing out for all those prime slots, plus Whicker’s “My role is just to highlight what will “It’s not just the big boys who can get For some jobs, people can reach parts not insignificant fee, is to steal a march on happen if we keep to this course.” the best out of travel management computers can’t and we’ll continue to use its rivals in the race for the tourist pound. companies,” said Tweedie. Small the intellectual capital we have built up Tweedie has no objection to the e- businesses can benefit with us just as over many years. At the same time, it is hoping this mass bookers moving into the business travel well, with better rates because of who we exposure will help the company pick up market, but he is keen to stress the are and the size of our global operation. “Every new development has been clients in the business travel sector. difference between the newcomers and supposed to wipe out what went before, the well-established concerns that deliver “We’re also delivering more flexibility, but that has not always been the case. That’s the theory, but there’s a world of an altogether different level of service. especially in the small to medium sized Our approach is evolutionary rather than difference between sending someone off enterprises sector, with our Corporate revolutionary and that’s what really makes on holiday and meeting the needs of even This experience helps travel management Select Product – a much more bespoke, the travel world turn round.” the smallest company, for whom the travel companies react to the slightest change made-to-measure service that customers

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For more information contact Carlson Wagonlit Travel FEATURE 60 SECOND GUIDE

60 Seconds Guide Austrian Airlines gets the quick-fire fact treatment in our regular series featuring business travel’s biggest names

How big is big? Put it another way? The Austrian Airlines Group is formed Average Passenger Load Factor January- from a trio of carriers, Austrian, Lauda Air August 2004: 74%. and Austrian Arrows, operated by Tyrolean. Austrian operates scheduled And a lot of planes? flights across the network, Austrian The fleet consists of 99 modern aircraft, Arrows concentrates on short haul, ranging from the CRJ, via Boeing 777 scheduled services within Europe and and A319 to A340s. Lauda’s main focus is long haul, scheduled flights on leisure routes and Airline alliances? charter services. Austrian Airlines has been a member of Star Alliance since 2000 – a combined Where’s home? route network carrying more than 300 Head Office in Vienna – main European million passengers a year to 894 airports hub for Central and Eastern Europe, with in 129 countries. Austrian Airlines Group 466 weekly frequencies to Central and also participates in the Miles & More Eastern Europe. frequent flyer programme.

And abroad? Where did it all begin? Austrian Airlines Group flies to 124 Austrian began operating in 1958, with destinations in 64 countries across five London an original route; Lauda Air was continents. Our speciality is high-quality formed in 1979 and Tyrolean in 1980. routes to Eastern & Central Europe where The process of bringing the three airlines we serve 39 destinations – more than any together began in 1994. other Western European carrier. Long haul services have grown by 25% during The future? 2004, with daily departures to Australia, With a reputation for quality and security, China, Japan and Thailand. Austrian will continue to offer the optimum service to customers – A lot of people, then? pioneering routes in Central & Eastern In 2003, 8.5 million passengers chose to Europe and transporting more European fly with us. This figure is expected to rise passengers to dream, long haul substantially in 2004, with passenger destinations. numbers already registering 6.4 million by the end of August.

15 Connect Vol 4 - Issue 4 FEATURE REGIONAL REVIEW FEATURE REGIONAL REVIEW

plus several other homegrown reasons for The Asian experience decline: poor governance, cronyism and The ‘post-Tiger’ emergence of India and outright corruption. China as major world economies is bringing plenty of opportunity for Africa – The result has seen once wealthy all very gratefully received. countries, like Zimbabwe, going bust and oil-rich Nigeria and Angola poorer now Strong links have been forged between than when they struck black gold. India and individual African countries, through state visits, joint ventures and What to do significant increases in trade. Keep South Africa’s economy growing The continent’s powerhouse has made Now business chiefs are calling for remarkable progress since the end of companies to take greater advantage of apartheid – when many commentators this partnership – by targeting the India’s wrote it off without a chance, with dire 300 million-strong prime consumer base. forecasts for both country and economy. Now it has not only got its own house Success stories in order, it’s also the engine for Despite the challenges ahead, there is real increasing aid and investment through- hope that economies throughout Africa out the continent – diversifying African will begin picking up throughout 2005. economies, building infrastructure and transferring skills and technology. And as conditions improve, there are several positive role models to follow – the Key focal point is Gauteng – the success stories that prove that Africa continent’s business gateway – home to need not always be the Dark Continent. hi-tech business a new science park and a growth rate of 5.3%, almost twice as Botswana much as the national average. Again voted best African economy in the Global Competitiveness Report – topping Mining much of Europe, Asia and Latin America – Long seen as foreign exploitation of thanks to economic freedom and an Africa’s natural resources, mining is now improved standard of living. being promoted as an effective way of kick-starting many an African economy. Tunisia Given that the continent holds 30 per cent Tunisia is being backed by the World Bank of the world's mineral reserves – including as it cements its status as number two 40 per cent of the gold and 90 per cent African economy – helping build a more of the platinum, it makes perfect business vibrant private sector and improve sense. competitiveness.

Countries are also now taking ownership Morocco Another UN report pulls no punches, of their natural resources, with Namibia Close ties with India and a crucial gateway declaring that this region’s decline is carrying out the entire diamond between Africa and Europe. Good "absolute" – the only place in the world production process on home soil, while relations with the EU and the US, with where poverty is on the rise. Somehow, aluminium ingots have become strong links to Tunisia, Egypt and Jordan. Africa’s wake-up call the tide has to turn. Mozambique’s best seller. Lesotho Turbulent past or profitable present? Who’s to blame? DIY Booming textile trade through lucrative US African politicians have traditionally held While trade links with the G8 economies deal. Lesotho has created 35,000 jobs Crisis point reading – a stark list of worsening crises: because of the tragedy in the war-torn the colonial legacy responsible for many are still crucial for survival in many African since 2000 and, last year, exported £225 If there were ever any doubt about the Wars, HIV/AIDS, famine, economic Darfur region of Sudan – just one of many modern day problems – with some countries, there are signs that the million worth of clothing to the States. scale of the African problem, or the stagnation and crippling poverty: facts of conflicts raging throughout the continent. justification. The way the continent was continent is now seriously looking to take phenomenal effort needed just to bring life in a continent where half the population carved up in the hunt for vast mineral more control over its own destiny. The Rwanda the slightest relief, here’s the no-nonsense – some 340 million people – live on less But devastating as this is, it’s the riches did store up trouble for the new leader of the African Union – covering All but destroyed by genocide a decade verdict from a man whose job it is than 50p a day. scale of economic failure that’s the time when the foreign powers finally all 53 countries – has made economic ago, Rwanda has restored political to know. greatest danger – especially in sub- went home. development the top priority, while stability and was the first to volunteer to This daily diet of misery rarely gets a Saharan Africa, which bears the brunt of NEPAD, another pan-continental body, is send troops to restore order in Darfur. The latest report, from UN Secretary- mention outside Africa itself and is now the continent’s troubles. But that old excuse is wearing thin helping the UN ensure countries meet General, Kofi Annan, makes harrowing only pricking world consciousness following four decades of independence – their economic commitments.

17 16 Connect Vol 4 - Issue 4 FEATURE ATHENS FEATURE ATHENS The Olym pic Legacy What the Athens’ Games mean for Greece

For a place long hailed as Yet even before the applause had ended, the cradle of civilisation, critics were again on the case asking the Athens has not always £7 billion question: was it all really worth it? been treated with the Yes, the event was an undoubted success respect the Greek capital but would the upside beat the downside and, crucially, what would be that all- believes it deserves. important legacy deliver?

Instead, it’s often been criticised as a In financial terms, Athens is one of the also- shabby, chaotic city that compares rans, with the huge scale of Olympic unfavourably to the capitals of western commitment revealed by this stark fact: on Europe. the eve of the Games, the Greek national debt stood at more than £140 billion. That same attitude was apparent when, would perhaps never have had the chance Well connected Where to stay seven years ago, Athens was awarded the But as a way of using the Olympic spirit to to escape its problem past. 2004 Olympics – bringing the Games back transform a host city, almost beyond Athens by air Hilton Athens to their spiritual home. recognition, Greece’s capital is in the gold Instead, Athenians now have a city that Popular bridge between east and west, Five-star luxury – with Acropolis views. medal class. can rival other major European capitals with some 60 airlines using the award- The 530-room hotel has a superb “Could Athens deliver on time or would the and, in some cases, can do even better. At winning Eleftherios Venizelos airport, built Business Centre, Executive Lounge, world’s greatest sporting spectacle Admittedly, there are still concerns that its heart, a brand new transport network, especially to handle Olympic traffic. Health Club & Spa, two swimming pools resemble a building site?”, were some of Greek taxpayers might still have to pay the supported by one of the world’s best and four restaurants. the kinder criticisms. huge price that comes with staging the security systems – built to deliver a co- Athens by sea modern day Games – not least the amount ordinated response to fires and floods as All shipping lanes lead to Piraeus – whether Athenaeum InterContinental Athens For a time, the city did its best to prove its spent on a massive security blanket, with well as the more sinister threats of the new for island-hopping ferries, luxury yachts or Another five stars for this 540-room doubters right, with only strong warnings Athens responsible for the first post 9/11 world order. giant supertankers. Piraeus has been business and pleasure spot, featuring: from Olympic chiefs finally ensuring that the Olympiad. gateway to Athens for more than 2,500 wide choice of conference rooms; show would go on. There’ll also be new homes and new years and is still first port of call for millions Business Centre; Health Club; swimming There is also doubt over some of the exhibition and convention centres, of visitors every year. pool; Acropolis views. Two weeks later, the Athens’ sporting smaller sporting venues, created especially adapted from Olympic venues. summer was being hailed as one of the for the Games and with little long-term Athens by road Athens Airport best-ever Games, with lavish praise future. And last, but far from least, a raised global Once rated one of the world’s worst driving Five-star meeting point for up to 700 poured on the organisation, the venues profile, with Athens crossing the line as a cities, the Olympic has helped Athens turn people, just 15 minutes from Athens. and the transformed city itself. But most of these criticisms appear to winner. the corner. Now locals and visitors can Houses 345 rooms, restaurants and bars, come from without, rather than within. enjoy less congestion and pollution, fewer plus fitness centre and pool. Just reward, not only for Athens but for the accidents and a ring road that keeps the ▲ ▲ ▲ ▲ whole Greek nation which rallied to In general, Greeks remain fiercely proud of city moving. support the cause. the Games, without which their capital

The world's most global hotel company InterContinental Hotels Group PLC is the world's most global hotel company and the largest international group by number of rooms. With over 3,500 hotels and 535,000 guest rooms in nearly 100 countries and territories around the world. FEATURE ATHENS

Restaurants and bars Bars Athens at a Round-the-clock dining was an Athenian Stavlos glance way of life long before the 24-hour culture Once the royal stables, now chic club captivated other capitals. complex near the Acropolis. Flight time: 3hrs 45 minutes

On the hour, every hour there’s always Balthazar Time zone: GMT+2 something and somewhere to eat – from Dining and drinking in classical greek Online Check-in five-star feasts to souvlaki stalls. Here’s just surroundings. Airport to city centre: a taste of things to come. Eleftherios Venizelos Putting you one step ahead Parko International lies 17 miles Altamira Favourite outdoor spot in romantic park (27km) north east of Athens; A true Athenian favourite, housed in a setting. 30-40 minute taxi ride renovated mansion and featuring fabulous costs £17 food from around the world. Central Sushi and cocktails with the ‘in crowd’ Money: Euro – 1.5 to the £ Cilentio crew. Beautiful stately home setting for top class Weather: 43F°-55F° (6C°- British Airways is continually developing new ways to make your travel experience simpler, faster and more enjoyable. international cuisine, peppered with local Tango 13C°) in winter; 73F°-91F° tastes and traditions, and private Cosy bar/restaurant in the heart of Psirri (23C°-33C°) summer Online Check-in is a perfect example; allowing you to check in from your home or office PC from 24 hours* banqueting suite. entertainment district. before your flight and choose your preferred seat from our interactive seating plan. When you arrive at the airport, Getting around: New, vastly simply collect your boarding pass from a Self-Service Check-in kiosk and deposit your baggage at the Fast Bag Drop**. Hermion Filomousou improved metro system; taxis; Quality and taste amid the tourist-traps of Charming, traditional café, perfect for trams The latest development for Online Check-in lets you print your own boarding pass† using your home or office printer, the Plaka dining district – and an elegant aperitifs and nightcaps. on flights from London City or Edinburgh airport. You can also use this time-saving facility for your return flight courtyard, too. Useful numbers: Police (100); from Geneva, Paris-Charles de Gaulle and another 22 European airports. Where this service is not available, Shopping Ambulance (166); Fire (199) collect your boarding pass from a Self Service Check-in kiosk or one of our conventional check-in desks. Kallisti One of the most interesting menus in town, Athens is a shoppers’ paradise, with Business links: Using Online Check-in puts you one step ahead, leaving you with more time and freedom to relax in our built around traditional regional dishes, with something for everyone, from the latest British Hellenic Chamber of British Airways lounge or do some last minute shopping. plenty of fish and lamb. designer labels to precious antiques and Commerce Promoting bilateral jewellery – not least that fashioned by one UK-Greek trade Varoulko of the world’s greatest goldsmiths: Ilias www.bhcc.gr For a convenient way to check in, simply visit ba.com/checkin Among the best fish restaurants around, Lalaounis. this Piraeus hotspot twists convention for British Embassy Athens world class modern cuisine. Key shopping areas include Kolonaki, Key business contacts Ermou Street and Monastiraki in the city www.britishembassy.co.uk Rock’n’roll centre, as well as Kifissia in the north and Recently voted among Europe’s 50 best Glyfada on the south coast close to the bar/restaurants and popular start of the airport. Athens scene. * Executive Club members can check in online from 24 hours up to one hour before departure. British Airways registered customers are able to check in from 12 hours up to one hour before departure. For flights departing from the US, Online Check-in closes two hours before departure. **For the latest information on where this service is available, please visit ba.com †Available for travel from the following airports Amsterdam, Athens, Barcelona, Berlin, Cologne, Dusseldorf, Edinburgh, Frankfurt, Geneva, Hamburg, Lisbon, London City, Madrid, Moscow (DME), Munich, Nice, Oslo, Paris (CDG), Stockholm, 20 Stuttgart, Tel Aviv, Vienna and Zurich. Bordeaux will be available from 5 October 2004. UKM2484a FEATURE 60 SECOND GUIDE

60 Seconds Guide Best Western Hotels lines up for the latest lowdown on business travel’s big names

How big is big? Each of Best Western GB’s hotels offers a Great Britain’s largest group of unique experience – more than living up independently owned hotels; the world’s to business guests’ expectations. Many biggest global hotel group – more than hotels have hi-speed internet access and 4,000 hotels in 80 countries. Best modem points in every room, as well as Western GB has more than 300 hotels in services such has as golf, leisure clubs, a variety of locations and is constantly activities and gourmet food. expanding its portfolio of two, three and four-star hotels. Meanwhile, the new Best Where did it all begin? Western Premier brand – outstanding With California-based hotelier, M.K. properties with exceptional standards – Guertin, in 1946. Best Western has been added to the group’s wide International began as an informal referral range of unique, individually owned and system among member hotels and, by managed hotels. 1963, was the largest chain in the industry, with 699 member hotels and Where’s home? more than 35,000 rooms. First step Best Western GB is based in York, with towards global expansion came in 1964, Unique hotel accommodation. regional sales and conference offices in when Canadian hotel owners joined the Leamington Spa. system – followed by Mexico, Australia and New Zealand in 1976. Best Western And abroad? GB was created in 1967 and became Your first place for business. Main international operations are based Great Britain’s biggest hotel group after in Phoenix, Arizona with additional merging with Consort Hotels in 1999. Over 300 hotels across Britain, each with real character. headquarters throughout the world. The future? Why are more business people choosing to stay at Best Western? It’s all in the detail. With each hotel offering its own A lot of guests then? Best Western will continue to grow, distinctive character and style, you are assured a memorable experience every time. Take advantage of superb leisure More than 300,000 worldwide – 90% in through the new Premier brand, while facilities available at over 100 of our hotels, and with more prestigious AA rosettes than any other group of independently Europe and North America. constantly aiming to increase standards owned hotels in Great Britain, you’ll enjoy our exceptional cuisine too. In fact, the only aspect you’ll find the same is our worldwide. Other developments will see What about business the Best Rates offer – giving CWT clients consistently high level of service. So, if you’re looking for a business stay that’s always a pleasure, travellers? the best possible rate at time of booking make Best Western Hotels your first place. The Best Western brand represents the – go from strength to strength and Best quality of service, value and individuality Western GB continuing to expand, of a local hotel, combined with the following the addition of another eight For more information please contact your highest standards of a global group. hotels this year. Carlson Wagonlit Travel Office 23 Connect Vol 4 - Issue 4 FEATURE TRAVEL GADGETS FEATURE TRAVEL GADGETS Business and Pleasure

Yes, we know it’s supposed Having said that, the digital revolution not to be a business trip, with only dictates the way business moves but Bright Spark also opens up a many a new path to Oregon Scientific eyes only for flipcharts and pleasure – bringing huge benefits for DS6628 FlashCam presentations. business travellers facing some of the Slim as a credit card, this snappy shooter downsides of life on the road. becomes one of the ‘biggest’ digital cameras in the business, with the But, hey, everyone deserves Airport delays? Download favourite tunes addition of a crucial little extra: the a break some time. for music while you wait. No satellite TV? detachable flash. Combining the picture Boot up the portable DVD player. quality of digital with the easy-to-use And once working day is done, what Cancelled meetings? Watch that cute qualities of a traditional 35mm model, the better way to relax than with some family video once again. FlashCam also features Autobrite serious fun? technology (automatic light adjustment) All these once unimaginable possibilities and a close-up macro mode. (£80) Thanks to modern technology, work and are now as easy as making a phone call – play come in similar packages these and the future shows no sign of stopping. The Magnificent days. And although, on the face of it, all Seven! the technological triumphs listed below For now though, before technology Mustek DV-5500 would seem to be focused on R&R rather marches on, here are some of the latest 7-in-1 camera than rigorous number-crunching, they’re aids that make business a pleasure. Digital cameras just got better – yet programmed to move from leisure mode again! That’s the way this business to business mode at a stroke. goes and the bar now stands at a sensational seven functions – all within this sleek exterior: camera, camcorder, voice recorder, MP3 Eye Spy! player, video camera, SD/MMC card Vivitar MagnaCam reader and PC camera. And there’s Digital more: ‘scene selections’ choice; Binoculars/Camera storage for nine minutes’ video and Double the range, double the results with 450 images; plus ‘director’s tripod’. this ingenious binoculars and camera (£170) combo. Just focus the ‘bins’ on a far- Moving Pictures Small Is Beautiful away view’ and click the in-built camera Shinco SDP–1731A DM-Tech recordable shutter for ‘close-up photography’ with a Portable DVD player multimedia player big, big difference. There’s also a Fresh from winning a top users’ Size is everything when it comes to continuous shooting mode to capture award, this pint-sized player gives today’s top tools for busy people on moving events: creating brief snapshots great entertainment – and great value the move. That’s why there’s big of the future and a permanent record of wherever it goes. Its creators call it a support building for the world’s long-distance memories. (£60) ‘portable cinematic powerhouse’ and smallest recordable multimedia player the hype is more than justified, with a – measuring just 3.5 inches – a host of features that make it punch miniature marvel that makes it way above its weight: seven-inch possible to record and play from screen, 10 different play formats, virtually all media – DVD, VC, CD, subtitle friendly, zoom – you name it. MP3, even camcorder home movies. (£200) (available from firebox.com) (£290)

24 25 Connect Vol 4 - Issue 4 FEATURE CAR HIRE FEATURE CAR HIRE

How rental companies have driven with the times

As reinventions go, it’s not And in terms of the way we were, modern radically different, and the only thing that quite the difference day car rental is definitely in the hasn’t gone up is the price which has 21st Century Schumacher class. stayed at the same comparable level for the between the electronic last 15 years.” One of the biggest changes the travel world notebook and its paper has seen in recent years – a souped-up Over at Avis, the company has spent the equivalent – but it performance that is making the going last three years working to develop the way easier and significantly more enjoyable it does business with business travel certainly wins a place on every year. customers – aiming to make booking as the podium. clear and simple as possible, whether Car Hire That’s not just the view from industry through a travel management company or insiders, talking up the transformation direct. taking car hire to a new level. Fast forward to today’s online booking More significantly, it’s coming from grateful boom and all the hard work has paid off, customers with long memories stretching with Avis and its customers well-placed to back to the days when things didn’t always profit from the years of preparation. run so smoothly. Penny Stoolman, Avis Director of Sales & Software salesman Gareth Davies, who Marketing said: “The key driver that has prefers to rent – rather than buy – for his caused a massive wave of change is online frequent business trips around the UK, bookings. We’re currently surfing the crest said: “There was a time when standards and carving a clear line for the future. weren’t as good as now and often you weren’t so sure what kind of car you’d be “We spotted the opportunity early and this renting. But things have improved has enabled us to develop excellent considerably, to the point where reliability is technology that benefits TMCs and our now taken for granted – a tremendous relief corporate customers.” for those who spend much of their life on the road.” Customers have several booking options to choose from, including through TMCs or The four-wheeled business travellers’ view Avis micro sites and Ms Stoolman added: is backed by senior industry figures who “One of our direct booking objectives is to readily admit that standards have been ensure the easiest and most hassle free overhauled – partly because today’s cars way to book cars – with just three online are more dependable and through wider steps. Even more importantly, the sites are customer choice. designed to display the clearest information – particularly rates, terms and conditions.” David Alexander, Europcar’s Operations and Franchise Director, said: “There’s no Finally, although everything in the rental doubt that standards were lower and garage is definitely rosier these days, there options fewer in the past. Now we get air- remains one blight on performance – and con and entertainment systems as it’s all down to driver error. standard, for example, not extras that then increased the price. The only indicator worse now than in the past is in the number of breakdowns “The cars themselves have also improved caused by those behind the wheel. beyond comprehension, with many manufacturers producing far higher quality. And for all who’ll admit pumping in the In fact, I can’t think of any aspect that isn’t wrong kind of petrol, that means you!

26 27 Connect Vol 4 - Issue 4 FEATURE BODY LANGUAGE FEATURE BODY LANGUAGE

It has been a vital part of explained over the last 40 years, through the science of proxemics – the space every one of us since we people put between themselves and were born, since before others.

we walked, since before “Research has shown that 60 per cent of we talked. the way we communicate is through body language. It shows how you feel and what A communication system that nature you’re thinking – words are just facts. intended and one that, when words fail Even on the phone, tone of voice is three us, can still be relied on to say what we times as effective as what you actually mean and mean what we say: when we say.” get it right. Meanwhile, another study, from the Body language – the silent link that can University of Chicago, stresses the lead to a lasting relationship or the kiss of importance of using strong gestures to death; most powerful weapon in the gain control over any face-to-face personal armoury, or dampest squib. dialogue. Conversely, people can pick up negative moods very quickly – whether Nowhere are these extremes more hostility, depression or boredom – from apparent than in the world of business, another’s posture. where how you communicate more often means the difference between success One irony of this mass communications and failure. era is how people are losing the ability to communicate with each other. Yes there And that’s why body language, itself, is are mobile phones and email, but there’s now big business, with blue chip also the more frenetic pace of life, with the companies beating a path to the door of two often cancelling each other out. those fluent in the non-verbal lingo.

Take former actor, Richard Newman, who Said Richard: “We are all born with the runs the highly successful UK Bodytalk, ability to communicate and humans are which specialises in presentation skills the world’s best communicators, training. equipped with those small facial muscles that can deliver nuances of tone and Body of Clients include BT, Cambridge University, content.” But sometimes, we need a Ladbrokes and the AA – plus a long- refresher course. standing relationship with the McLaren Formula 1 team, which has seen Richard UK Bodytalk sessions involve taking deliver hundreds of presentations to clients back to childhood to remind them companies all over Europe. of all the communication skills contained evidence: within the body that can help them do Said Richard: “Body language has been business in today’s fast-moving world. What your silent language says about you with us ever since the human race was Particularly when using today’s tool of born, but has only really been studied and choice: the telephone. ▲ ▲ ▲ ▲

28 29 Connect Vol 4 - Issue 4 FEATURE BODY LANGUAGE

“We try to teach people that it’s not just a Never forget what’s on voice on the other end of the line, you your PLATES: have to imagine this person face-to-face Posture and always remember that people can Legs hear body language – how you’re Arms conducting your side of the invisible Tension conversation.” Eye Contact Smiling There’s also a need to be fully aware of how different people communicate in Always push the Four P’s: different countries and factor this into the Pitch dialogue. It’s a cliché (but then again Pace they’re often true) that Americans are Pause more direct, those from Italy and Spain Passion are more expressive and those from the UK are keener on keeping things at arm’s And learn how to keep focused, relaxed length. and de-stressed at work.

If all this seems a lot to take in while you’re With one palm on your chest, the other on busy juggling that work/life balance, then your stomach, inhale for five seconds, hold there are a couple of helpful memory- for five, and exhale for another five – joggers to make it stick, plus a calming continuing until the stomach moves more start-up programme for the working day. than the chest.

Literally taking body language in hand. UK Bodytalk is hosting a London seminar on 13 December. For more information, contact www.ukbodytalk.com

✈ MR JETSET. He came by plane, you know. The whiff of eau d’airport. Or a jet engine-breeze full in the face. Pure heaven. Oh sure, there’s the delays, the queues, the confiscated mobiles. Happens all the time. All part of the fix for us sky junkies. Shame about my laptop spilling coffee over that kid in the suit. Junior execs don’t sue, though. Wouldn’t dare. And even so, it’s a small price to pay when you can boast “I came by plane you know.”

FED UP WITH FLYING?

FOR EUROSTAR™ BOOKINGS, CONTACT YOUR LOCAL CWT OFFICE

[2285/04] FEATURE INDUSTRY VOICE Industry Voice

The restructuring of United Airlines, tailoring products to meet specific demands and the success rate of business travel ‘marriages’ are among the hot topics commanding the attention of Alison Espley, United Airlines’ National Sales Manager, UK & Ireland.

Alison Espley

No one needs telling that the last three and want. We have to ask the right years have been very challenging for questions and find solutions to those everybody in the travel business. But one questions, looking at how our customers positive outcome is that we’ve all had the work, what will save them money and opportunity to take a fresh look at both how we can add value. That’s the way of the way we work and at the product we the world now that business travel is as offer the customer. At United, we now volatile as the leisure market. have the competitive flexibility to deploy the right product in the right market for Our aim as suppliers is to meet customer our passengers, whether that means needs, whichever way they want. More United’s mainline, Ted for leisure markets, often than not, this results in a profitable United Express for connections to relationship. We’re constantly changing regional communities, or flights through the way we work and developing new our Star Alliance partners, which extends products to meet specific needs. In the our network to hundreds of additional SME sector, for instance, we’ve destinations. introduced a unique points scheme – backed by four Star Alliance partners – However, there’s no doubt that it’s a that helps smaller companies get the best buyer’s market at the moment and that out of tight travel budgets. means that we, the ‘sellers’ have had to be creative and find new ways of The challenge now is to decide what role working….it is no longer just about pulling we want in the industry of the future and a price out of the air – that’s easy – but the answer is the flexibility to meet new rather about showing potential customers and diverse demands. the value in developing a long-term relationship with us. Now, more than ever, Another positive outlook that says, slowly we have to hone in on what they need but surely, the challenges are being won.

32 With a new concept in air travel, Air France enters a new era

Air France passengers can now benefit from new high standard products and services, gradually introduced on selected routes, designed to offer customers the most modern, comfortable and spacious cabins in the sky.

Air France aims to provide passengers with the very best of French style in their travel experience.

The new l’Espace Première, the ultimate travel experience The new First Class cabin, available on selected routes, offers the luxury of enhanced privacy, providing 50% more personal space, a real bed and a proper mattress.

Needless to say, our customers benefit from an exceptional menu, a selection of the very best wines and a highly attentive service from our dedicated cabin crew.

L’Espace Affaires, enhanced comfort and service Air France also has big ideas about its Business Class. With its new design and its gastronomic menu, the new l’Espace Affaires is now similar to the classic First Class environment.

With 27% more space, customers can both work and relax in comfort and tranquillity. The new ‘Lie-flat’ bed, which reclines to 180°, will ensure you arrive in a refreshed and rested state at your destination. Or maybe you will prefer our state of the art in-flight entertainment that will make your time fly!

New lounges and ground services The l’Espace Première and l’Espace Affaires airport lounges have also been redesigned, offering the same standard of comfort throughout the world.

The lounges include dedicated areas for work, relaxation, entertainment or refreshments. You will enjoy flying Air France even before boarding!

Please contact Carlson Wagonlit Travel for more information

Spectacular New Luxury Suites at InterContinental coming soon Carlton Cannes Another packed edition of InterContinental Carlton Cannes in the south of France is CWT Connect Magazine – adding seven prestigious new suites. The suites will be built on the top floor of the hotel and feature superb terraces, with the latest news and giving stunning panoramic views across the Bay of Cannes. views from the world of business travel. Each suite will be lavished with materials of the highest quality, beauty and refinement. Iroko hardwood floor, wood-panelling and soft silk fabrics will accompany classic furnishings with suede and leather trim. Our Regular Regional Review The bathrooms will exude pure luxury using a stunning combination of looks at business across the glass and mosaic marble. All rooms will have state of the art technology Middle East divide. including a plasma screen, home cinema, cable and satellite TV, DVD- player and high-speed internet access.

Iberia and NH Hotels check in for the ’60 Second Guide’, with bmi lined up for our ‘Industry Voice’ column.

Designed by renowned French interior designer, Nicolas Papamiltiades, Elsewhere, Madrid and Barcelona the spirit of the decoration echoes the famous style of the French Riviera battle for the business heart of in the fifties. This design was prompted by the hotel’s heritage, playing host to many of Hollywood’s greatest names such as Orson Welles, Rita Spain and there’s an in-depth look Hayworth and Elizabeth Taylor. at CWT’s Operations department.

A spectacular renovation programme for the hotel building and its guest-rooms commenced in June 2000 including the restoration of the façade under the ‘Bâtiments de France’. InterContinental Carlton Cannes has benefited from a share of the $1 billion spend committed over five years to bring flagship InterContinental properties around the world back to their former glory.

InterContinental Carlton Cannes has 337 rooms, including 34 suites. In the heart of Cannes, it is arguably the town’s most prestigious hotel, hosting dignitaries since it opened in 1912. With visits from world renowned music artists to award winning movie stars, InterContinental Carlton Cannes is the only place ‘to be and be seen’.

On a lighter note, a sky-high fashion show reveals what the best-dressed air crews are wearing; there’s a lesson in less equals more when it comes to packing; and finally, another visit to ‘Gadgetland’. For more information please contact your local Carlson Wagonlit Travel office.