Week of January 25, 2021

MAVERICK. INNOVATOR. ICON. HIS LEGACY WILL LIVE ON FOREVER Gordon “Butch” Stewart July 6, 1941 - January 4, 2021

Love is all you need

SAN 41728 ALL-THATS-GOOD-BUTCH-CTP-3PGCW-OFC-012521-DIGITAL_AA.indd 1 1/13/21 6:32 PM

CTP front page AD template.indd 1 2021-01-21 3:39:55 PM BEACON INSPIRATIONALMOGUL LARGER THAN FAMILY

TRAILBLAZER LIFE

HONOURABLE INNOVATOR MAN GAME KING OF THE CHANGERICONCARIBBEAN PHILANTHROPIST SONJAMAICA OF MARKETING MAVERICK TITAN

ENTREPRENEUR GENIUS VISIONARYLEGEND

SAN 41729 ALL-THATS-GOOD-BUTCH-CTP-3PGCW-SPRD-012521_AA.indd 1 1/13/21 6:35 PM

CTP full spread AD template.indd 6 2021-01-21 2:37:44 PM The Legend Lives On

IN LOVING MEMORY OF THE HONOURABLE Gordon “Butch” Stewart

A TRUE VISIONARY. AN EXTRAORDINARY, PASSIONATE LEADER. AN AMAZING HUMAN BEING WHO TOUCHED SO MANY LIVES AND INSPIRED A DEEP LOVE FOR HIS RESORTS AND THE PLACE HE CALLED HOME, JAMAICA.

Gordon “Butch” Stewart blazed trails in the hospitality industry, and it all began with one resort and a big dream. Forty years later, he turned that dream into the world’s only 5-Star Luxury Included® Vacation. Today, there are 20 Sandals® and Beaches® Resorts on 10 islands across the Caribbean.

A visionary like Mr. Stewart comes along once in a lifetime. He believed in dreaming the impossible dream, and that’s how he forever changed the all-inclusive vacation industry. His legend will live on as Sandals and Beaches look to new horizons by expanding to PRUHLVODQGVEXLOGLQJPRUHUHVRUWVDQGR΍HULQJ more cutting-edge innovations that make vacation dreams come true for our guests.

July 6, 1941 - January 4, 2021

It is with great sadness that we announce the passing of our beloved founder and chairman, the Honourable Gordon “Butch” Stewart. His legacy will live on forever. Love is all you need

If you would like to share your thoughts, memories and condolences, you can email [email protected]

Sandals® and Beaches®DUHUHJLVWHUHGWUDGHPDUNV8QLTXH9DFDWLRQVΖQFLVDQDɝOLDWHRI8QLTXH7UDYHO&RUSWKHZRUOGZLGHUHSUHVHQWDWLYHRI6DQGDOVDQG%HDFKHV5HVRUWV

SAN 41729 ALL-THATS-GOOD-BUTCH-CTP-3PGCW-SPRD-012521_AA.indd 1 1/13/21 6:35 PM

CTP full spread AD template.indd 7 2021-01-21 2:37:57 PM The greatest gift … A son remembers

y greatest gift ever was to be your son. Call after call, message after message from all four corners of the globe with people sharing stories about Mhow you affected their lives, the outpouring of love is overwhelming. For some, it was a single interaction with you that they have held on to and cherished, for others it has been decades of your friendship and leadership. To know you was to love you, firm, jovial, strong, dir- ect, outspoken, creative, proud, charismatic, larger than life all wrapped in a bow of soul and good intentions. For me, it was the daily phone calls, meetings or visits, the mission at hand, the situation at that moment, the helping of others, the need to fi nd a solution because there was a problem, the push to outperform our best work prior, the innovation, the giving because someone was in need, the wellbeing of our teams or your friends or just your selfl ess approach to helping everyone else ahead of worrying about yourself right up to your very last day with us. For me, I had a lifetime of those moments, of learnings & of memories. I am beyond proud to be your son, dad, go disrupt heaven and make it even better than it was before your arrival just like you changed the world.

Adam Stewart Executive Chairman Sandals Resorts International

BaxterMediaCA BaxterMediaCA CdnTravelPress BaxterMediaCA travelpress.com BAXTERMEDIA

David McClung, President [email protected] Earl Lince, Director of International Marketing [email protected] Subscriptions: $80 – 1 year (Canada), plus Wendy McClung, Executive VP, Operations [email protected] Rodney Tugwell, Sales Manager [email protected] applicable taxes. Mitchell McClung, Account Executive [email protected] $120 US – 1 year (Foreign). Robert Mowat, Executive Editor [email protected] Daniel McDonald, Classifieds [email protected] HST #R120906425. Canadian Publications Mail Product Sales Ann Ruppenstein, Assistant Editor [email protected] Greg Ohman, Western Canada [email protected] Agreement No. 40063078. Ian Stalker, Senior Writer [email protected] Dino Torres, Southern Florida [email protected] Return undeliverable Canadian Laurie Doerschlen, Hawaii [email protected] addresses to: Circulation Dept., 310 Dupont St., Toronto, ON, Emily McClung, Audience/Product Development Manager [email protected] Paloma Martínez, Mexico [email protected] M5R 1V9 Ashley Rochefort, Marketing/Special Projects Manager [email protected] email: [email protected] HEAD OFFICE ISSN 1994-3133. Published 47 times per year Dee Ristic, Subscription Inquiries [email protected] 310 Dupont St., Toronto, Ont., M5R 1V9 ©2020. Printed in Canada Tel: (416) 968-7252 Fax: (416) 968-2377 Wayne Labourn, Production Manager [email protected] Editorial [email protected] Sharron Taylor, Advertising Material Coordinator [email protected] Advertising [email protected]

Founders: W.H. Baxter, Edith Baxter

We acknowledge the support of the Government of Canada

Vol. 53, No. 16 We acknowledge the support of the Government of Canada

4 • CANADIAN TRAVEL PRESS • JANUARY 25, 2021

0125PG04.indd 4 2021-01-21 1:18:33 PM Delighting in defying the odds The Honourable Gordon ‘Butch’ Stewart July 6, 1941 to January 4, 2021

LEGEND, entrepreneur, unstoppable force, vibrant personality, philanthropist, statesman, private and devoted to family man. The Hon. Gordon ‘Butch’ Stewart was all of these and so much more. News of his passing on Jan. 4, 2021, at the age of 79, has been marked by an outpouring of praise, reminisces and heartfelt sympathies, each touching on a different aspect of the man who built the world’s most recognized Caribbean resort brand and in doing so, reinvented and revitalized the tourism and hospitality industry throughout the region. A son of Jamaica, Butch Stewart was born in Kingston on July 6, 1941 and grew up along the island’s North Coast, where his love of the sea, dominoes and free enterprise were sown. See DEFYING page 6

JANUARY 25, 2021 • CANADIAN TRAVEL PRESS • 5

0125PG05-06.indd 5 2021-01-21 1:19:04 PM DEFYING CONTINUED FROM PAGE 5

Certain from the start that he leadership of Air Jamaica. It was a wanted to run his own company, at daunting task – planes were dirty, the tender age of 12, Stewart fi rst service was indifferent and on-time stepped into the hospitality industry schedules were rarely met, causing selling fresh-caught fi sh to local its market share to plummet along hotels. His success got him ‘hooked’ Find out what with its revenues. and his enthusiasm for entrepreneur- But by applying the successful ship never waned. formula he had used for ATL and His career began at the Dutch- people want, give Sandals Resorts, he was able to owned Curaçao Trading Company give the airline back to the govern- where he quickly rose to become ment with an increase in revenue of sales manager, but itched to start his it to them and in over US$250 million. own company and in 1968, Stewart That wasn’t the fi rst time that took his chance. Stewart had come to the aid of Although he had no collateral, he his country. recognized the comfort that would doing so – exceed In 1992, he galvanized the make air conditioning an essential admiration of Jamaicans with service, and convinced American their expectations. the “Butch Stewart Initiative,” manufacturer Fedders Corporation “ pumping US$1 million a week to allow him to represent their into the official foreign exchange brand in Jamaica. With that, market at below prevailing rates Stewart’s foundational business – Appliance Traders Limited (ATL), to help halt the slide of the Jamaican dollar. was born and he was on his way. Less well-known may be the extent of Stewart’s considerable philan- At ATL, Stewart developed a simple business philosophy he articu- thropy, where for more than 40 years he has helped improve and shape lated many times: “Find out what people want, give it to them and in the lives of Caribbean people. doing so - exceed their expectations.” His work, formalized with the creation of The Sandals Foundation in It became the standard of every one of his enterprises and it was a 2009, offers support ranging from the building of schools and paying of standard practiced by every employee. teachers to bringing healthcare to the doorsteps of those who cannot In 1981, Stewart found the Bay Roc – a rundown hotel on a magnifi - afford it. This in addition to his tireless support of a wide range of cent beach in Montego Bay, Jamaica. Seven months and $4 million in environmental initiatives. renovations later, Sandals Montego Bay opened as the fl agship of what Beyond the work of the Foundation, Stewart has given millions to has become the most popular, award-winning, all-inclusive, luxury-in- charitable causes such as celebrating the bravery of veterans and fi rst cluded resort company in the world. responders and helping those in the wake of devastating hurricanes. While Stewart never laid claim to inventing the all-inclusive con- Stewart’s successes in business and in life have earned him cept, he is recognized worldwide for his tireless effort to elevate the more than 50 well-deserved local, regional, and international experience, delivering to his guests an unsurpassed level of luxury, and accolades and awards including Jamaica’s highest national distinc- proving beyond question that a Caribbean company could successfully tions: The Order of Jamaica (O.J.), and Commander of the Order of compete with any organization in the world. Distinction (C.D.). In 2017, Stewart was honoured with the inaugural He accomplished both. And by steadfastly adhering to the “we can Lifetime Achievement Award at the annual Caribbean Hotel & Resort do it better” principle of pleasing his guests, Stewart fostered a com- Investment Summit (CHRIS). pany free to imagine and free to consistently raise the bar. In doing so, Yet while Stewart was an astute business man, he was also an he changed the face of the all-inclusive format and established Sandals extremely private man whose deepest devotion was to his family. Resorts as the most successful brand in the category – boasting year- The company Butch Stewart built remains wholly owned by the round occupancy levels of over 85%, a returning guest factor of 40% Stewart family, who, in honour of Stewart’s long-term succession plans, and demand that has led to unprecedented expansion including the has named Adam Stewart Chairman of Sandals Resorts International, creation of additional concepts such as Beaches Resorts. extending his formidable leadership of the brands he has shepherded In fact, at the time of his passing, Stewart was hard at work on since he was appointed CEO in 2007. plans for the company’s plans expand to the Dutch island of Curaçao Speaking on behalf of his family, Adam Stewart said, “our father was and St. Vincent. a singular personality; an unstoppable force who delighted in defying Stewart’s leadership helped resurrect Jamaica’s travel industry and the odds by exceeding expectations and whose passion for his family earned him the respect of his peers and the admiration of his country- was matched only by the people and possibility of the Caribbean, men. He was elected President of the Private Sector Organization of for whom he was a fi erce champion. Nothing, except maybe a great Jamaica in 1989 and was inducted into its “Hall of Fame” in 1995. He fi shing day, could come before family to my dad. And while the world served as a Director of the Jamaica Tourist Board for a decade and as understood him to be a phenomenal businessman – which he was, his President of the Jamaica Hotel and Tourist Association in the mid-80s. fi rst and most important devotion was always to us. We will miss him In 1994, Stewart led a group of investors that took over the terribly forever.”

6 • CANADIAN TRAVEL PRESS • JANUARY 25, 2021

0125PG05-06.indd 6 2021-01-21 1:19:28 PM The Industry Remembers ‘Butch’ Stewart

o no one’s surprise, there has been an outpouring of remembrances from friends Tand colleagues in the Caribbean and around the world following the passing of Sandals Resorts International’s founder, The Honourable Gordon ‘Butch’ Stewart on January 4, 2021. In this week’s issue of Canadian Travel Press, we’ve collected a selection of those remembrances to mark his passing.

Jamaica’s Minister of Tourism, Hon. Edmund Bartlett “Butch was truly an icon and innovator, philan- thropist and perhaps the greatest marketer tourism has ever seen. Sandals is indeed the largest and most enduring brand created by a Caribbean entrepreneur in tourism and arguably the world today and the standard by which luxury All Inclusive is judged. I hail him as a father, leader, benefactor, and the greatest tourism entrepreneur of our time. His passing is truly devastating.”

John Lynch, Chairman, Jamaica Tourist Board “I have had the privilege of working with Mr. Stewart over many years, and his passion and vision for tourism in Jamaica and across the wider Caribbean region is unparalleled. He will be remembered for his groundbreaking work in growing the all-inclusive concept here and in the Caribbean and we’re confident his rich legacy will be preserved.”

Vanessa Ledesma, Acting CEO and Director General of the Caribbean Hotel and Tourism Association (CHTA) “Our industry will forever be indebted to “Butch” for his continued passion for excellence and legendary Caribbean hospitality. His vision has bestowed to the global industry a Caribbean organization that adheres to the highest standards of excellence, celebrates and promotes the region’s uniqueness, and invests in the development of our people and communities.”

See BUTCH STEWART page 10

JANUARY 25, 2021 • CANADIAN TRAVEL PRESS • 7

0125PG07-10.indd 7 2021-01-21 1:19:52 PM ADVERTISING FEATURE REGENT SEVEN SEAS CRUISES® MORE REASONS TO SAIL WITH EVERY LUXURY INCLUDED

UNRIVALED SPACE FOR UNRIVALED EXPERIENCES

he luxury of personal space is central to the promise of An Unrivaled Experience® with Regent Seven Seas Cruises®. It provides the extravagant freedom guests need to explore and relax to the fullest. As the preeminent luxury ocean cruise line, we pride ourselves in T offering some of the largest balconies and most spacious suites at sea. Our wide range of specialty restaurants, al fresco and in-suite dining options, exquisite lounges, bars and expansive spaces are perfect to rest and celebrate in, knowing there is never a queue or a crowd and every imaginable amenity is included.

SPACIOUS, LUXURY SUITES & PERSONAL BALCONIES a queue or a crowd are complimented perfectly with course-by-course The World’s Most Luxurious Fleet™ is comprised of fi ve stunning, all- service should you desire to dine in your suite. suite ships featuring spacious and sophisticated accommodations with among the largest balconies at sea across 98% of our suites. PERSONALIZED & PROFESSIONAL SERVICE With the best suite attendants and butlers on the water, world-class EXPANSIVE SOCIAL SPACES & WORLD-CLASS chefs and sommeliers, highly qualifi ed marine offi cers and the rest of FACILITIES our exemplary staff and crew, every detail will be taken care of, just as Multiple stunning lounges, a beautiful pool deck, state-of-the-art fi t- you’d prefer. ness centers and a perfectly tiered theater are just the beginning of the spaces available for onboard entertainment and enrichment. FREE UNLIMITED SHORE EXCURSIONS & MORE Our thousands of FREE Unlimited Shore Excursions are just the start MULTIPLE, FREE SPECIALTY DINING VENUES of an incredible array of shoreside opportunities, from FREE Pre- and Exquisite cuisine, stunning design and a symphony of service without Post-Cruise Land Programs to specially curated, private experiences and more.

EVERY LUXURY INCLUDED Unlike many of our competitors, we mean all-inclusive when we say it. From roundtrip air and transfers to and from your ship to excursions, dining and onboard gratuities, every luxury really is included.

SHARE THE REGENT EXPERIENCE AND CREATE CLIENTS FOR A LIFETIME

Call 1.844.4REGENT or visit RSSC.com/Agent to Discover More

0125 CTP regent advertorial.indd 1 2021-01-20 9:21:02 AM EARN MORE TODAY, $100 GIFT CARD* FOR EACH NEW DEPOSITED BOOKING

UNRIVALED ™ SPACE AT SEA

The luxury of personal space is central to the promise of An Unrivaled Experience®

with Regent Seven Seas Cruises®. As the preeminent, luxury ocean cruise line, we pride ourselves in offering some of the largest balconies and most spacious suites at sea, alongside multiple, superb dining, entertainment and enrichment options. And with our enviable staff-to-guest ratio and never more than 750 guests on board, your clients will discover how we will exceed their loftiest expectations of comfort and personalized service for a truly unforgettable experience aboard The World’s Most Luxurious Fleet™.

The world is waiting. Start the journey with Regent.

UPGRADE YOUR HORIZON is a FREE 2-Category Suite Upgrade on ALL Voyages with 50% Reduced Deposits. Space is limited — encourage your clients to book by February 28, 2021

SHARE THE REGENT EXPERIENCE AND CREATE CLIENTS FOR A LIFETIME Call 1.844.4REGENT or visit RSSC.com/Agent to Discover More

*Upgrade Your Horizon offer is capacity controlled and applies to new bookings only made between January 4 and February 28, 2021. Guests will receive a FREE 2-Category Suite Upgrade, up to a Penthouse Suite (Category A), on any Regent voyage as well as 50% Reduced Deposits. 50% Reduced Deposit is applicable to guests sailing in Deluxe Window through Penthouse Suites (Category A-H) only; guests sailing on a Grand Voyage or World Cruise are not eligible for the 50% Reduced Deposit. Availability is limited and restrictions apply — applicable voyages are subject to removal at any time without notice; offer may be withdrawn at any time. Mention “HORIZON” at time of booking. Gift Card offer of $100 per bookings applies to new deposited bookings made between 1/4/21 and 2/28/21n o all published voyages. Gift card will be provided within 60 days of end of promotion for all active eligible bookings at that time. Bookings initially deposited and then canceled prior to the end of the promotion are ineligible. Gift Card Offer is open to travel advisors from the United States and Canada. Cancellations and re-bookings are not permitted. Gift Card registration required through redemption form at RSSC.com/2021GiftCard and can be completed 24 hours after applying the required deposit payment and must be done before or at final payment. Registration acknowledgement will be sent within 24 hours of submitting. One Gift Card per reservation, but no limit to the number of gift cards earned. No retros. Offer is combinable with standard promotional offers. Registered bookings will be reviewed after the close of the program registration period of March 14, 2021 and must be in an active status defined as deposited, final paid or sailed to be eligible. Important note – Registration address should be the delivery address for the gift card. Questions about the Travel Advisor Gift Card offers should be directed to the Sales Account Executive Team at 866-720-4111 or [email protected]. Offer may be withdrawn at any time without prior notice. For more information on our health and safety program visit RSSC.com/ HealthSafetyProtocols For complete Terms & Conditions, including applicable voyages, please visit http://www.rssc.com/legal/terms-conditions. Ships’ Registry: Marshall Islands & Bahamas ©2021 Regent Seven Seas Cruises

CTPMK_JAN2125123 full page AD template.indd Canadian Travel 1 Press FP WAVE Ad V1.indd 1 2021-01-211/19/21 2:20:35 4:25 PM PM BUTCH STEWART the crafting of a signature vacation experience — the Sandals vacation CONTINUED FROM PAGE 7 — which has become an integral part of the tourism product of The Islands of The Bahamas.” The Caribbean Tourism Organization (CTO) “Mr. Stewart has been a faithful and passionate servant of Caribbean Grenada’s Minister for Tourism, Civil Aviation, tourism for four decades and his dedication was fully demonstrated Climate Resilience and the Environment Hon. Dr. through his many outstanding achievements … [he] was a mentor Clarice Modeste-Curwen to many, and his contributions have touched almost every sector of “Gordon ‘Butch’ Stewart was visionary and his memory will serve to Jamaican and Caribbean society. His passing is a great loss to the inspire future Caribbean generations in breaking barriers and commit- entire region. He was a true travel and tourism and business icon and ting to excellence.” his legacy will shape future generations.” The Board of Directors, Management & Staff of the Janelle Hopkin, President and Managing Director of Turks & Caicos Tourist Board Spice Island Beach Resort, Grenada “Mr. Stewart has made an immeasurable contribution to the tourism “Men like my father [Sir Royston Hopkin], and Gordon ‘Butch’ industry of the Turks & Caicos Islands … We join with the industry in Stewart, were far ahead of their time in terms of taking their dreams and celebrating a visionary leader whose life and legacy should inspire us turning them into great legacies. They shared an unwavering friendship all to dream bigger and aspire to greatness. May he rest in peace.” and never saw each other as being a competitor, but rather as neces- sary components of the Caribbean luxury hotel sector. Together they The Hon. Carlos James, Esq., Minister of Tourism, Civil Aviation, Sustainable Development and Culture for St. Vincent & The Grenadines “Gordon “Butch” Stewart was a quintessential Caribbean man. He had an eye for business, particu- larly in the Hospitality Industry. He was a visionary and marketing genius who brought thousands of people to the Caribbean region through his Sandals brand. Undoubtedly, he has left a mark on the region’s tourism industry.”

The Hon. Deputy Premier of the Cayman Islands, Moses Kirkconnell “Making a positive impact on the lives of others is a noble legacy and undeniably, one which the friends and family of the late Gordon “Butch” Stewart are undoubt- edly proud of when thinking of him … As a fellow entre- preneur and colleague in tourism, it was a privilege to have had the opportunity to develop a relationship with Mr. Stewart throughout the years.”

The US Virgin Islands’ Governor Albert Bryan Jr. “The people and government of the U.S. Virgin Islands join me in sending our heartfelt condolences to the family of the Honorable Gordon “Butch” Stewart, whose passing reminds us of the momentous achieve- ments he recorded as he helped build tourism into spent many decades as trailblazers of the hotel industry in the region the Caribbean’s major economic driver. We also remember that while and my father often credited ‘Butch’ with defi ning the term ‘All-Inclusive’ he propelled the growth of tourism he did so in a way that increased and setting the benchmark for fully-inclusive luxury Caribbean holidays, local control to ensure its profi ts benefi tted Caribbean people and their resulting in the beloved ‘Sandals’ brand being known worldwide.” communities. He is carried into the arms of his Lord with our respect, Hopkin is the daughter of the late renown hotelier, who died suddenly affection and gratitude.” in February 2020. Joseph Boschulte, Commissioner of Tourism, Antigua & Barbuda’s Minister of Tourism & Investments, US Virgin Islands the Hon Charles H. Fernandez “The Honorable Gordon “Butch” Stewart was our bold champion who “Gordon ‘Butch’ Stewart was a Caribbean giant in the tourism spread across the Caribbean the message that high-end sustainable industry. It is often forgotten that, despite his humble beginnings, he tourism can enrich our destinations and our people. Indeed, the U.S. competed against the biggest names in tourism to build a successful Virgin Islands Department of Tourism has been discussing with his and respected network of hotels across the Caribbean. That undertak- team the prospect of hosting one of his elegant resorts here in the ing was not easy. It required a special person with unique skills and Territory. An important attraction for me was the fact that he not only committed drive to successfully overcome the challenges from estab- produced fi rst-class resorts, but he also insisted on training and promo- lished institutions, and to carve a universally known brand name. Butch ting local people to run them. That message resonates deeply, and we Stewart was all of that and more. will all benefi t from this great man’s work.”

The Bahamas Ministry of Tourism & Aviation Hon. Anthony Mahler, Belize’s Minister of Tourism & “Two decades ago, the visionary Jamaican hotelier Butch Stewart Diaspora Relations brought the Sandals brand to The Bahamas and joined hands with us in “Mr. Stewart was a true visionary who raised the bar on tourism stan- building a leading tourism destination. Today, as we mourn the passing dards and led by example at every juncture of his illustrious career. of a global trailblazer in the hospitality industry, we are singularly proud Through his hard work, passion and determination, he founded Sandals and grateful for the legacy that Butch Stewart has bequeathed to us Resorts International, a chain of all-inclusive, luxury resorts which are in The Bahamas. Butch impacted our national economy by directing an integral part of the Caribbean tourism experience.”

10 • CANADIAN TRAVEL PRESS • JANUARY 25, 2021

0125PG07-10.indd 10 2021-01-21 1:20:18 PM Worst Year Ever!

Agents more than ready to move on, forget 2020

IAN STALKER “The year 2020 was a disaster for the travel industry,” he says. “Many travel agencies familiar to me could not survive the pandemic. Two veteran Toronto travel agents have bid an ‘unfond’ farewell to 2020. It seems to us that we’re at the bottom of the list for assistance Last year was seen as a punishing year for those in travel and the required to weather the damage caused by COVID-19. travel agency community certainly wasn’t spared from the economic “I am not too enthusiastic for 2021. Unless people are vaccinated fallout of coronavirus. and the situation is stabilized, we will not be able to return to normal.”࣢ “I think that this (2020) Boyajian says the pandemic is taking a toll on the economic, has been the worst year in physical and mental well-being of agents, a toll he warns isn’t likely the history of travel agents,” to end in the near future. says Ethel Hansen Davey of Hansen Davey in turn says she tries to remain upbeat during the Uniglobe Enterprise Travel current tough times, confi dent that once the pandemic is brought under in Toronto. “Selling travel control࣢the “fl oodgates will open” as people who went for a long period during a pandemic when unable to travel will once again be eager to explore the world. the citizens of our coun- “This is an unprecedented time in the world, not just in our industry,” try are, rightly or wrongly, she says. “We all need to pull together, support one another and trust urging the government to that this too shall pass.” close our airports, when Rudolph Nareen of Toronto’s The International Institute of Travel there are daily changes – which trains people who want travel industry careers –࣢says 2020 to the protocols in destin- was “devastating” for travel agents and expressed sympathy for ations and for returning agents who have “spent more time solving clients’ issues at no addi- home, and when vaccin- tional fees, creating additional stress on agents” during the pandemic. ations are a little slow in He isn’t now booking new international trips, wary of unexpected being administered – it changes to COVID-19 restrictions. has been hell for travel “I believe the fi rst nine months will be uncertain and that can cause agents and tour operators many disruptions in travel arrangements,” he says. “I am optimistic and airlines and hotel and on the last quarter of 2021 and forward. If the virus is not contained resort chains.” fully, I࣢think government regulators will fi nd a balance ground on “Personally, I believe restrictions to allow consumers to exercise their wish to travel.” that until summer there “I believe the travel industry in 2022 will be stronger than ever, I can’t Nareen will be no upswing in wait to be on a river cruise.” our industry.” Meanwhile, Hansen Davey says it’s important for travel agents to Fellow Toronto agent soldier on during these tough times. Roger Boyajian of Sevan Travel says coronavirus has already forced “We have an incredible industry and we should do everything some of his colleagues to close their doors permanently and adds that we can to promote destinations to our clients so that when that some officials don’t seem overly concerned about the travel the time comes to travel safely again they’ll have many options to agent community’s plight. consider,” she states.

JANUARY 25, 2021 • CANADIAN TRAVEL PRESS • 11

00125PG11rev.indd125PG11rev.indd 1111 22021-01-21021-01-21 44:21:31:21:31 PPMM Eager for Recovery

Tour operators working hard to adapt to the new world of travel

IAN STALKER Stephanie Bishop, who oversees the Globus family of brands’ operation in this country, says that company is looking for a signifi cant e it ever so humble, there’s no place for Intrepid Travel to tourism turnaround halfway through 2021. promote like home – especially during a global pandemic “We hope to be back on track with travel recovery by this summer that’s dramatically curtailed international travel, says the and early fall in 2021,” she says. “Before we can make big strides, managing director of North America for the tour operator. however, we need some consistency in the industry – from testing The tour company has clearly been reaching out to those and vaccine requirements to the opening of borders. We also need B wanting to travel but are wary of crossing international borders while our government – as well as those across the globe – to recognize the coronavirus pandemic continues, Matt Berna says. the travel industry as a whole and the impact that protocols and “As we start the new year, we’ve seen a continued interest in decisions have on a broader scale. It’s increasingly important to take domestic travel,” he reports. “Last year, we looked at ways we could steps forward (we’d prefer leaps).” repurpose our tours amidst these unprecedented times. Intrepid Despite a truly tough 2020 for tourism, Bishop makes it clear Travel added over 70 domestic tours to its product range, with nearly there are now positive developments. “Last year, when the pandemic 25% of the tours including indigenous-led experiences to support hit, the unknowns seemed daunting. For 2021, we know so much local communities and businesses that have been impacted by Covid- more,”. she says. “We know how COVID-19 is spread, how to test for 19 while allowing travellers to get a better sense of their country.” it, what to do if/when we have a positive case, how to keep others Berna says the tours adhere to government safety guidelines safe And, best of all, we know there are approved vaccines that and are updated “as we actively and immediately” adapt to any new Canadians across the country are receiving. And that – along with all coronavirus developments. of the other knowns, and the countless plans, protocols and assur- “The innovative and confidence measures we have adopted to ances we have put in place for travellers – gives us a bright light at bolster our already stringent operations standards have made a the end of what has felt like a long tunnel. considerable impact and now sales momentum is growing, with “We also know that people miss travel. They’re ready – and small-group bookings leading the charge. We are on track to reiniti- excited – to travel again. They’re looking forward to booking their ate partner marketing partner marketing programs and campaigns to journey when the world opens up. And our robust sales force, who support the increasing sales.” has stayed engaged with travel advisors, is ready to rebuild for the

12 • CANADIAN TRAVEL PRESS • JANUARY 25, 2021

0125PG12-13.indd 12 2021-01-21 1:22:59 PM We also need our government – as well as those across the globe – to recognize the travel industry as a whole and the impact that protocols and decisions have on a broader scale. It’s increasingly important to take steps forward (we’d prefer leaps).

future. We stand together in our efforts.” local governmental go-ahead.” “I’m not nervous about the future of travel or how it’s evolved in Ford says travellers will increasingly opt for “meaningful, immer- light of this pandemic. The future of travel is bright. Now, I’m anxious sive” travel experiences and The Travel Corporation brands will to continue on the road back. To see more headway with consistent, “continue to prioritize journeys that make travel matter for people, national and international health and safety protocols and to enjoy the the planet and wildlife.” opening of borders sooner than later. The demand – and excitement – Berna in turn says that his company has during the past year noticed for travel is palpable.” growing interest in the likes of travel featuring hiking or cycling in “It’s true that 2020 was pretty terrible when it came to actually hav- natural settings, enabling those travellers to reduce their carbon emis- ing the opportunity to travel, but it also gave us time to innovate, change sions and support local communities on vacations that allow people to and evolve as a travel company. And because of that, we’re presenting “escape the bustling city and homes they have been confi ned to all year travellers with better options for 2021.” to reconnect with the world’s wondrous” wildlife. Bishop notes the Globus family of brands has launched Small- Meanwhile, all three companies are quick to praise travel agents for Group Discoveries worldwide; Private Touring for both Globus and their efforts during the pandemic. Cosmos, and unveiled more off-the-beaten-path vacations across “On behalf of our entire Globus family of brands team, I want to all brands. It’s also bolstered “off-season” travel options through salute travel advisors,” Bishop says. “It takes courage, collaboration, Escapes by Globus and Monograms. “And, of course, we’ve placed a character and commitment to stay focused, patient and persistent. spotlight on the extraordinary adventures that are available to travel- We will conquer – together – what, at times, has felt like an impossible lers in our own backyard,” she adds. “All of that work in 2020 will help mountain to climb. We’re on our way to the top and look forward to cele- us enjoy what’s next in 2021 and beyond. We created our own silver brating our shared tenacity on the other side.” lining around what has been a dark cloud.” “To all of you in the travel industry, I want to thank you for putting the Brad Ford, who heads the Canadian operations of both Insight well-being of your clients, your partners and your peers at the fore- Vacations and Luxury Gold, is applauding a number of positive develop- front of your work, often dealing with extremely diffi cult situations. On ments for the tourism industry, such as vaccine development and a behalf of Intrepid, we remain dutiful in our partnership with you as we longing to be able to travel that exists among tour operator clients. continue. We are here to support you in any way we can and we want to “Our travel advisor partners are prepared for the shift as premium thank you for all you do,” Berna says. and luxury travel segments lead the way,” Ford continues. “Our local “There is strength in partnership and as always travel agents are at journeys have successfully launched in Australia and trips departing the center of our business growth strategy,” Ford adds. “We are here to in the second, third and fourth quarters of 2021 have promising support you every step of the way in your rebuilding. Stay positive and demand, with global journeys ready to depart as soon as we have stay healthy. This too shall pass and we will come back with vigor.”

JANUARY 25, 2021 • CANADIAN TRAVEL PRESS • 13

0125PG12-13.indd 13 2021-01-21 1:22:34 PM Trends Shaping Travel Decisions Expedia Group Raises Optimism With Release Of New Research

For those wondering about what’s going to be driving the decision vaccine news, and people continue to crave a change of scenery or making of travellers in 2021, there is new research that sheds some opportunity to catch up with loved ones, we know the pent-up demand light on what the industry needs to watch for in the coming year. for travel will grow.” The research, by Expedia Group Media Solutions, reveals key con- Mandich continued: “COVID-19 has driven a seismic shift in travel- siderations shaping travel decisions in 2021 and demonstrating tech- ler preferences and infl uences, and understanding these changes is nology enhancements to help travellers and partners make informed critical to recovery efforts and future marketing strategies. The new decisions and complete tasks. research provides insights into the steps travel brands can take to The insights – and tools – are being shared to help the global travel reassure and connect with travelers as they begin researching, plan- ecosystem adapt to the shift in traveller expectations to restore confi - ning and booking again.” dence in the wake of COVID-19. In terms of traveller trends in the next 12 months, the research According to the research, travellers need reassurance in critical found that: areas such as fl exibility, cleanliness, and communication to consider travel now and in the future.  Globally, travellers are more likely to take trips between April and Expedia Group Media Solutions found that one in two travellers feel September 2021. Brazilian, Chinese, and Mexican travellers show a optimistic – that is, comfortable or even excited – about taking a trip in higher likelihood to travel even earlier, between January and March the next 12 months. 2021, which aligns with the positive traveller sentiment also seen in It pointed out that though consumer confi dence in travel varies by those markets. country and generation, the importance of hygiene measures, fl exibility,  Globally, Generation Z and millennial travellers are 1.5x more likely and fi nancial peace of mind is more universal. than other generations to take a leisure trip in January to March 2021. The research found that three-quarters of travellers said measures  Fifty-seven percent of travellers said they would be comfortable such as mask enforcement, contactless services, and fl exibility, includ- travelling if a vaccine is widely available, which is promising given that ing easy refunds or cancellation policies, will inform where they visit on this sentiment was captured in October, prior to the recent positive their next trip. vaccine news. Globally, Expedia Group Media Solutions’ research found that two-  Seven in 10 travellers will look for fl exibility, such as travel insurance thirds of travellers had a planned trip cancelled due to COVID-19 and and trip protection, full cancellations and refunds on transportation and only a third of travellers have taken a trip during the pandemic. accommodations. Expedia.com’s lodging data shows that travellers Of those who took a trip, eight in 10 travelled for rejuvenation – booked refundable rates 10% more often in 2020 than the year before, to enjoy a change of scenery or different weather, or to see family and the new research indicates this trend is likely here to stay. or friends. Monya Mandich, vice president of global marketing, Expedia Group As for the factors infl uencing transportation and accommodation Media Solutions, said that: “As the world keeps a watchful eye on decisions, the research reveals that:

14 • CANADIAN TRAVEL PRESS • JANUARY 25, 2021

0125PG14-15.indd 14 2021-01-21 1:21:36 PM COVID-19 has driven a seismic shift in traveller preferences and infl uences, and understanding these changes is critical to recovery efforts and future marketing strategies.

 Travellers want reassurances that travel providers and brands are while helping them complete tasks faster and make informed decisions. following and enforcing pandemic protocols. Mask use and enforce- Initiatives include: ment (50%), cost (47%) and easy refunds or cancellation policies (45%) will be the leading factors in future transportation decisions, though the  Virtual agent enhancements: Expedia Group added new skills to importance placed on each varies by mode of transportation. its AI-powered virtual agent that helps resolve the most common  For future air travel, six in 10 travellers would be most comfortable enquires including cancelling or changing trips, receiving refunds, “traveling if social distancing measures are in place. redeeming vouchers, and answering questions about safety meas-  Proper COVID-19 hygiene protocols will inform future accommoda- ures. A recently added feature, one-click cancellation, allows trav- tion decisions for more than half of travellers, and this is the leading ellers to initiate cancellations for each part of their trip. One-click factor across all types, from chain and boutique hotels to vacation cancellation works seamlessly for bookings across Expedia Group’s rentals to staying with family or friends. Additional considerations brands and adheres to cancellation policies of the travel partner. include contactless room service and takeout (24%) and contactless In the case of complex enquiries, the virtual agent connects travel- check in options (23%). lers with human agents or directly with the travel partner. Expedia  Travel providers, as well as destination organizations, need to clearly Group also extended its virtual agent to provide on-demand support communicate health and hygiene measures, pandemic protocols and for lodging partners including answering basic questions, provid- fl exibility to reassure and attract travelers. ing additional resources, and quickly accomplishing tasks such as reviewing cancellation policies for a specific booking, editing As for inspiring future travel, the research noted that: cancellation policies, and finding Expedia Virtual Cards for payments and vouchers.  Travellers are turning to online travel agencies for information and  Informing travel decisions: Expedia Group brands including Expedia. travel planning 24% more than pre-pandemic, while destination web- com recently launched the COVID-19 Travel Advisor, an interactive tool sites saw a 20% increase in use as a planning tool. powered by Sherpa, that helps travellers fi nd up-to-date information  Pictures and informative messaging in travel advertising are 20% about travel restrictions in the destination they plan to visit, such as more infl uential than pre-pandemic, along with travel organizations quarantine, face mask and COVID-19 test requirements. Travellers can and experts. This is refl ective of the shift in traveller priorities – with enter details such as their origin and destination, departure date and the hygiene measures and fl exibility overtaking experiences and activities – country that issued their passport to learn more before their trip. and the increased importance of credible, up-to-date information from trusted sources. The study used an amalgamated group of best-in-class panels in October 2020 with 11,000 travellers across 11 countries, including Reducing the friction Australia, Brazil, Canada, China, France, Germany, Italy, Japan, Mexico, The research also shows that people will book travel if they are confi - the UK, and the U.S. The respondents represent a variety of genera- dent in their ability to change plans and stay safe. tions and demographics for a broad and inclusive understanding of Expedia Group is investing in technology that provides travellers and what travelers consider when making destination, transportation and/ lodging partners with more choice in how they seek and receive support, or accommodation related trip decisions.

JANUARY 25, 2021 • CANADIAN TRAVEL PRESS • 15

0125PG14-15.indd 15 2021-01-21 1:21:59 PM Enroll by February 28th for a chance to receive a $100 gift card!

CTP full page AD template.indd 1 2021-01-21 2:34:34 PM TODAY’S TOP HEADLINES DELIVERED DIRECTLY TO YOUR INBOX

YOURTRAVEL NEWS FAST

PRESS Today®

SUBSCRIBE TO THE INDUSTRY’S FAVOURITE DAILY NEWSLETTER travelpress.com/subscribe

0113PG16.indd 8 1/8/2020 11:05:27 AM