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Industry Supporter

From the managing editor Bruce Piper

Flight Centre general manager of product, advertising and customer experience, Keith Stanley, gave a unique insight into the ongoing relevance of travel agents during a presentation at the Mumbrella travel marketing conference last month. Stanley spoke about the major project he has led within Flight Centre as part of its vision to become a “world class travel retailer”, which includes the company’s blended strategy aiming to enable customers to book through a variety of channels. As part of the process, Flight Centre began tracking customers who COVER STORY 22 booked overseas travel through its website, and decided to take the wholesalers feel novel approach of actually phoning them. The intriguing result was that more than half of the people who had made online bookings turned the squeeze out not to have valid passports or the visas required for their trips. By making contact, Flight Centre was able to help resolve problems before they arose and thus significantly improve the customer experience. features Given the rise of online bookings, it would be fascinating to see how 32 Careers many customers are denied boarding or have issues of this kind when 42 Canada and Alaska they attempt to depart on overseas holidays. This is an area where 50 Korea agents can simply and easily add significant value for their customers, just by exercising some knowledge and common sense. 56 Hawaii Stanley’s presentation also gave a glimpse of what is going on within 61 Hotels and apartments Flight Centre. It could be said that Flight Centre – already a massive 66 Travel Insurance promotional powerhouse – is finally getting its marketing act together, both when dealing with customers and also on the product side. He likened Flight Centre to a department store, with the company’s product monthly teams responsible for making sure that the items on the shelves are 02 State of the industry things that people actually want to buy. That means suppliers who want 09 Issues and trends to sell through Flight Centre are likely to have to tailor product to suit – something that is already happening but is likely to become more and 28 Technology more prevalent. 36 Travel management And while I’m on the subject of suppliers, this month’s issue 37 Cruising report includes an insightful cover story from regular contributor Steve 40 Industry in focus Jones on the prospects for wholesalers. In the last few weeks, one of 69 Brochures Australia’s longest-running travel operations, Beachcomber Tours, has 70 The last word revamped its operations to become a representative office rather than a wholesaler, with ceo Rod Eather admitting the 20-year-old company had been hit by the growing propensity for travellers to book direct. columns Jones looks at this and other trends affecting wholesale – including the ironic fact that more travel agents, themselves hit by direct booking 02 Ian McMahon patterns, are also bypassing traditional wholesalers. Enjoy! 06 Steve Jones 09 AFTA View 15 Tourism Australia View This month’s contributors 39 CLIA View Steve Jones, John O’Sullivan, Matt Lennon, Jayson Westbury, Brett Jardine, Oliver Tams, Gary Walsh, Kris Madden, Catherine Marshall, Lee Mylne

EDITORIAL Advertising DESIGN TEAM Managing Editor – Bruce Piper National Sales Manager Wendy St George, Hannah Power, Sarah Piper www.travelbulletin.com.au [email protected] Lisa Maroun Ph: 0405 132 575 or 02 8007 6760 FINANCE Travel Bulletin is part of the Co-ordinating Editor – Louise Wallace [email protected] Jenny Piper Travel Daily family of publications Ph: 02 8090 3125 [email protected] [email protected] Production Co-ordinator Sarah Piper 4/41 Rawson Street Epping NSW 2121 Editor at Large – Ian McMahon Ph: 1300 799 220 or 02 8007 6760 PO Box 1010 Epping NSW 1710 Australia Ph: 03 9568 4464 or 0414 320 321 [email protected] Tel: 1300 799 220 (+61 2 8007 6760) [email protected] Fax: 1300 799 221 (+61 2 8007 6769) www.travelbulletin.com.au

travelBulletin MAY 2015 1 state of the industry

Another month, another Helloworld deal Ian McMahon’s perspective Jockeying among Helloworld’s major shareholders continues, with Andrew and Cinzia Burnes’ AOT Group last month industry must act on climate change emerging with a 10% stake in the company. The acquisition sees UBS and Europe Voyager each sell another 3.5% of the A decade or so ago, Darrell Wade, then management takeover of TUI’s adventure company, following their previous divestment heading the fast-growing Australian travel companies, Wade now heads the to Sintack Pty Ltd – the company owned by adventure tour operator, Intrepid Travel, world’s largest adventure travel company Consolidated Travel’s Spiros Alysandratos. identified climate change as a vital issue PEAK Adventure Travel. The Burnes’ Helloworld shareholding for the tourism industry. But Wade has not changed his tune. now amounts to just over 10%, with the He warned that the industry was It’s just that he now sings it from a larger new shares purchased at 36c each and perceived to be part of the problem and stage. Speaking at the World Travel and adding to the initial stake they bought from that it was in the industry’s self-interest to Tourism Council (WTTC) Summit in Madrid former ceo Peter Lacaze when he stepped be seen to be addressing it. last month he said: “As an industry we down. Alysandratos sits on 19.57%, UBS Another Australian prominent on the don’t take this (climate change) anywhere holds 7.4%, and Europe Voyager NV still has world’s tourism stage, Tony Wheeler, near seriously enough. We have to face up 23.3% of the company. Interestingly, Qantas co-founder of travel guide publisher Lonely to it.” And, of course, the science has not is now very much Helloworld’s biggest Planet joined him in expressing similar changed. Just two of the issues of concern individual shareholder with a total of 28.91% sentiments through the online publication to our industry are the state of the Barrier of the company. Crikey. A practical outcome was that Reef and the survival of Pacific islands Intrepid became one of the first tour threatened by rising oceans. Cruising comes of age operators to offer its clients the option One of the problems impeding action is of making a carbon offset payment in that the impacts of climate change are on The oft-repeated and uniformed suggestion conjunction with their tour bookings. It a slightly longer time frame than electoral that Australia only gets the oldest cruise ships was a small gesture – some might say a cycles. And as one of our former Prime has well and truly been put in its place by tokenism of dubious efficacy – but it was a Ministers has advised, politicians’ self- Royal Caribbean’s announcement that it will positive move. interest is a good bet. deploy its brand new Ovation of the Seas in In those days, of course, climate change However, the industry would do well the region for the 2016/17 season. was a hot button issue, but much has to heed Wade who points out that it is The mega-liner is the third Quantum-class changed since then. In Australia, at least, in tourism’s self-interest to be seen to ship and after its launch and a short time in climate change is no longer a fashionable be taking action. “We could become a Asia, will cruise from Singapore to Sydney for cause. Take the carbon tax for example, big target for governments, NGOs and five departures. which is generally identified as the trigger shareholder activists,” he told the WTTC And that’s not all – Royal Caribbean for the electorate voting out a deeply flawed summit in April. chief Gavin Smith said the company would government which would almost certainly To put it another way – if tourism is not have had more cruises out of Sydney if have been dumped anyway. willing to become part of the solution, it the crowded schedule at the Overseas And in the wake of Intrepid’s will be seen to be part of the problem. Passenger Terminal allowed for it. At about 350m in length, Ovation’s deployment will

business monitor

ATAS ACCREDITED AGENTS AUSTRALIAN AIRPORTS MAIN DOMESTIC ROUTES 21 March 2015 International passenger through Australia’s Top 10 domestic city pairs at January 2015 major international airports – Jan 2015 NSW 957 City pair Passengers Passengers % change Airport Passengers Passengers % of % change VIC 714 YE Jan 14 YE Jan 15 14/15 YE Jan 14 YE Jan 15 total 15/14 (000) (000) QLD 645 Sydney 13,030,304 13,335,237 40.2 +2.3 WA 318 Melbourne 7,390,229 8,079,045 24.2 +9.3 Melbourne-Sydney 8,248.1 8,319.3 +0.9 SA 53 Brisbane 4,707,174 5,000,167 15.1 +6.2 Brisbane-Sydney 4,423.4 4,431.1 +0.2 ACT 53 Perth 3,977,155 4,134,013 12.5 +3.9 Brisbane-Melbourne 3,212.5 3,307.5 +3.0 TAS 39 Adelaide 824,662 963,081 2.9 +16.8 Gold Coast-Sydney 2,575.9 2,582.6 +0.3 NT 21 Gold Coast 869,684 875,866 2.6 +0.7 Adelaide-Melbourne 2,204.5 2,264.9 +2.7 total 2974 Cairns 491,660 459,734 1.4 -6.5 Melbourne-Perth 2,208.4 2,153.4 -2.5 Darwin 339,891 309,732 0.9 -8.9 Adelaide-Sydney 1,757.9 1,814.9 +3.2 Norfolk Island 11,421 11,325 0.0 -0.8 Perth-Sydney 1,808.4 1,790.9 -1.0 Got something to say? Sunshine Coast* 8,405 10,248 0.0 +21.9 Gold Coast-Melbourne 1,685.7 1,760.1 +4.4 All Airports 31,650,585 33,178,448 100.0 +4.8 Hobart-Melbourne 1,388.0 1,411.0 +1.7 We’re all ears, so share your thoughts awt * Sunshine Coast operated scheduled services from July 2013-Sept 2012, June [email protected] 2013-Oct 2013 and June 2014. Source: BITRE Source: BITRE

2 travelBulletin MAY 2015 state of the industry

follow an expansion of the Sydney Ports facility to cater for much larger vessels – proving the adage that “if you build it, they Travel reps sweat it in Vienna will come”. These travel industry reps SQ sponsoring NTIA were all smiles before the going got tough at the Vienna ‘supper club’ Marathon last month. The new venue for the 2015 National Travel As part of an Austrian Industry Awards at Sydney’s Darling Harbour Airlines competition run in will see a revised format for the popular conjunction with travelBulletin, ‘AFTA Party’. these four fitness fanatics Rather than relocating to a new party travelled all the way to Austria venue after the gala dinner, this year to take part in the race – with celebrations will continue within the Pavilion a little sightseeing tagged onto which will transform into the NTIA Singapore the end of the trip. Pictured Airlines Supper Club. “This is a new twist from left are Flight Centre to how the travel industry can celebrate the air specialist Jess Bradley, best of the best on the night,” said AFTA ceo Austrian Airlines Australia head Jayson Westbury. of sales Gianni Di Stefano, As travelBulletin goes to print the NTIA Helloworld Middle Brighton voting has completed and we, along with the manager Dina Head, and entire industry, await the list of finalists with AMEX Global Business Travel bated breath. However we can proudly reveal manager corporate travel that travelBulletin editor Louise Wallace has strategy Elinor Prevost. Prevost made the cut and is in the running for the described the event as a once in a lifetime experience, while Head said Vienna put on a Best Travel Writer award this year. great show: “Starting a marathon with 42,000 other people and running past some of the city’s icons will be a memory that stays with me for a long time.” Air NZ to fly to Houston

Air New Zealand’s Pacific Rim growth aspirations continue, with the carrier set to world of new tourism experiences”. Resort, which comprises Perisher Valley, launch direct flights between Auckland and UA will codeshare on the Air New Zealand Smiggin Holes, Guthega and Blue Cow, had YEAR ENDEDHouston JANUARYin December this2015 year. It’s going to flights, and tickets are expected to go on been on the market for some years and the be a busy period for the carrier which is also sale this month. Vail acquisition is set to be transformative Chart I Internationalset to debut Passengers its new Buenos Carried Aires(thousands) route in- January 2013 to January 2015 for the iconic operation. the same month. Vail has a two-pronged strategy; as well 1950 US group buys Perisher Valley Houston is a key hubINBOUND for Air New Zealand’sOUTBOUND as expanding its portfolio across the globe, 1700 Star Alliance partner United Airlines (UA), American ski giant Vail Resorts has made the company hopes to entice Australian with NZ ceo Christopher Luxon enthusing its first ever international acquisition, with skiers to visit its resort portfolio across the 1450 that the city offers customers “direct access a $176.6 million agreement to purchase 1200 into the heart of the American south and a Australia’s largest ski area. Perisher Ski Continues over page

950

700 business monitor Jul-14 Jul-13 Jan-15 Jan-14 Jan-13 Oct-14 Oct-13 Jun-14 Jun-13 Apr-14 Apr-13 Feb-14 Feb-13 Mar-14 Mar-13 Dec-14 Dec-13 Sep-14 Sep-13 Aug-14 Aug-13 Nov-14 Nov-13 May-14 May-13 International Air Market Share DOMESTIC AIR MARKET – January 2015 International passengers by major airline – year ended January 2015 Jan Jan Growth Yr to Yr to Growth Chart II International Passengers by Major Airlines - Year ended January 2015 14 15 (%) Jan 14 Jan 15 (%) Total pax carried 4.84m 4.67m -3.6 57.68m 57.34m -0.6 Qantas Airways, Revenue pax kms (RPK) 5.84bn 5.62bn -3.8 67.95bn 67.64bn -0.5 15.8% Avail seat kms (ASK) 7.61bn 7.43bn -2.4 88.82bn 88.79bn +0.0 Load factor (%) 76.7 75.6 -1.1* 76.5 76.2 -0.3* Others, 26.3% Aircraft trips (000) 51.9 51.4 -1.1 644.9 640.8 -0.6 Emirates, 9.7% Source: BITRE * Percentage points

Thai Airways Domestic On Time Performance – February 2015 International, 2.4% Singapore Airlines, AirAsia X, 4.2% 8.7% Departures on Time Arrivals on Time Cancellations No. % no. % no. % Malaysia Airlines, Jetstar 4,855 84.0 4,911 84.9 51 0.9 4.3% Jetstar, 8.4% Qantas 7,885 90.1 7,720 88.2 88 1.0 Cathay Pacific QantasLink 8,260 88.0 8,095 86.3 145 1.5 Airways, 4.9% Air New Zealand, Virgin Australia, Tigerair 1,371 83.0 1,340 81.2 18 1.1 7.4% 7.8% Virgin Australia 8,970 91.6 8,730 89.2 148 1.5 All Airlines 37,860 88.9 37,057 87.0 525 1.2 Source: BITRE Source: BITRE Table I International Passengers by Uplift/Discharge City Pairs (a) travelBulletin MAY 2015 3 Foreign Australian Year ended Year ended Year ended % of % Change Port Port January 2013 January 2014 January 2015 Total 2015/14

Auckland Sydney 1 365 838 1 441 096 1 490 107 4.5% 3.4% Singapore Sydney 1 284 524 1 371 326 1 362 065 4.1% -0.7% Singapore Melbourne 1 066 963 1 106 354 1 143 519 3.4% 3.4% Auckland Melbourne 943 341 989 988 1 048 423 3.2% 5.9% Singapore Perth 1 012 454 1 026 517 1 035 149 3.1% 0.8% Auckland Brisbane 830 879 877 242 920 186 2.8% 4.9% Hong Kong Sydney 934 225 925 606 919 356 2.8% -0.7% Los Angeles Sydney 877 707 901 173 900 171 2.7% -0.1% Kuala Lumpur Melbourne 620 820 805 307 896 137 2.7% 11.3% Denpasar Perth 850 590 860 778 881 107 2.7% 2.4% Top 10 City Pairs 9 787 341 10 305 387 10 596 220 31.9% 2.8% Other City Pairs 19 905 621 21 345 198 22 582 228 68.1% 5.8% ALL CITY PAIRS 29 692 962 31 650 585 33 178 448 100.0% 4.8%

8 state of the industry

Continues from previous page the study and will collate the anonymous data to produce a comprehensive report USA, with season passes at Perisher also which is likely to be available later this providing skiers access to these properties year – certain to be interesting reading. at no extra charge. Australian skiers are avid travellers and also tend to visit Australia’s biggest overseas resorts in off-peak periods. Vail Resorts CEO Rob Katz said the deal salary survey HEADLINES was part of a strategy to “drive season While we’re on the subject of surveys, in 23 Mar Rocky Walshe China deal pass sales and build loyalty with guests an upcoming edition of travelBulletin we 24 Mar ACCC proposes blocking Qantas, from around the world”. will be providing an in-depth analysis of China Eastern pact employment and salaries in the Australian 24 Mar Air NZ, Air China launch JV travel industry. The Travel Daily Group Qantas resumes 25 Mar Qantas plans charm offensive commissioned Stollznow Research to carry 26 Mar Kayak set for local push Perth-Singapore service out the study which is expected to be the 27 Mar enterprise into Australia Corporate travellers and consumers most comprehensive report on the topic alike in Perth were dismayed last year ever after an exceptionally strong response 27 Mar Garuda’s European route when Qantas announced the suspension of from readers of Travel Daily, Cruise Weekly 30 Mar helloworld site solution flights to Singapore, meaning the carrier no and Business Events News as well as 30 Mar Local cockpit policy push longer operated any year-round international travelBulletin. 31 Mar Qantas revises fares services out of the Western Australian 01 Apr GSR sold to private equity capital. Newly appointed QF International 02 Apr Air NZ/CA ‘mono’ effect ceo Gareth Evans has now reversed the AirAsia X clears the slate 02 Apr Wotif price grid fade out decision, with Boeing 737 flights to debut FIVE months after AirAsia X abruptly 07 Apr Crowne vs Crown battle in June with five weekly return services. cancelled flights from Australia to Bali 08 Apr Kenya OK – wholesalers The new aircraft type will make the route last year, the budget airline has vowed 09 Apr GA’s “5-star” Europe route “economically viable,” Evans said. to “expediently process” valid claims 09 Apr China portal opens up Oz for out of pocket expenses for affected 13 Apr Govt insists ACCC rethink customers. The move follows a slap on Agent input wanted for NDC 14 Apr italktravel now national the wrist from the Australian Competition 14 Apr OTAs failing in conversion AFTA member travel agents are currently and Consumer Commission (ACCC) which 15 Apr Scenic Tours to rebrand taking part in a global process to help guide launched an action against the airline the development of IATA’s so-called New earlier this year following a “number” of 16 Apr Air NZ to fly direct to Houston Distribution Capability (NDC). AFTA and a consumer complaints. 16 Apr WTAAA targets fuel levies range of other travel agent associations Following ongoing discussions with the 17 Apr TTF, pilots back QF/MU JV across the globe have been invited to ACCC, AirAsia X last month published a 20 Apr AFTA to survey agents on NDC engage their members in a study aimed at notice on its website advising customers 20 Apr Travel Daily group launches Aust getting views on “how you search and sell affected by the cancellation of its canned travel industry salary survey airline products today, and what you would MEL-DPS and ADL-KUL services to lodge a 20 Apr Beachcomber Tours to shut consider beneficial in the future”. claim by the end of June. The airline also 20 Apr emirates to extend QF JV Independent consultants Atmosphere assured it had now put “systems” in place 21 Apr AirAsia X reimbursements Research Group and T2Impact have created to prevent a repeat of such blunders. 21 Apr helloworld secures RACT

business monitor

INTERNET AGENCY MARKET INTERNATIONAL AIR SHARE PRICES SHARES Top 10 city pairs (at January 2015) 21 April 2015 Week ending 28/03/15 ranked by visits City pair Passengers Passengers % of % change Flight Centre FLT $41.12 Rank Company Market share Rank Rank YE Jan 14 YE Jan 15 total 14/15 Helloworld HLO $0.37 W/E 28/03/15 W/E 28/02/15 W/E 31/01/15 Auckland-Sydney 1,441,096 1,490,107 4.5 +3.4 Webjet WEB $4.10 Singapore-Sydney 1,371,326 1,362,065 4.1 -0.7 Disruptive Investments DVI $0.13 1 Webjet 13.26 1 1 Singapore-Melbourne 1,106,354 1,143,519 3.4 +3.4 Qantas QAN $3.33 2 Expedia 9.88 2 2 Auckland-Melbourne 989,988 1,048,423 3.2 +5.9 3 Wotif.com 9.33 3 3 Singapore-Perth 1,026,517 1,035,149 3.1 +0.8 Virgin Australia VAH $0.527 4 Flight Centre 7.69 4 4 Auckland-Brisbane 877,242 920,186 2.8 +4.9 Ardent Leisure AAD $2.11 5 Skyscanner Australia 6.36 5 5 5 Hong Kong-Sydney 925,606 919,356 2.8 -0.7 Air New Zealand AIZ $2.79 6 Lastminute.com.au 4.32 6 6 Los Angeles-Sydney 901,173 900,171 2.7 -0.1 Auckland International Airport AIA $4.60 7 au.edreams.com 1.95 7 7 Kuala Lumpur-Melbourne 805,307 896,137 2.7 +11.3 Sydney Airport SYD $5.385 8 CheapOair 1.48 * 10 Denpasar-Perth 860,778 881,107 2.7 +2.4 9 FareCompare 1.47 8 8 Top 10 city pairs 10,305,387 10,596,220 31.9 +2.8 Corporate Travel Management CTD $10.92 10 Cheap Flights A&NZ 1.44 * * Other city pairs 21,345,198 22,582,228 68.1 +5.8 Cover-More Insurance CVO $2.20 ALL CITY PAIRS 31,650,585 33,178,448 100.0 +4.8 Regional Express REX $0.99 * Not in top 10 Source: BITRE Sealink SLK $2.58 Source: Experian Hitwise Australia – www.hitwise.com.au

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politics pinching cruise progress

By Steve Jones politicians of the need to improve Sydney’s Clearly there are logistical issues. But if port infrastructure. So too the local boss of there was a genuine will, there would be a Another month, another “game changing” Royal Caribbean, Gavin Smith. way. And that is the bottom line. There simply development in the cruising sector. It’s But, by and large, a long term solution to is no political will. hard to keep up. And that’s the problem. the capacity squeeze is as far away as it has Still on cruising, Royal Caribbean has taken Authorities are not keeping up. ever been. As I see it, there are two major the marketing battle to Carnival in recent weeks In mid-April, Royal Caribbean announced factors holding back progress. with a multimillion dollar advertising push. that Ovation of the Seas will operate a series But part of its promotional activity may of voyages from Sydney between January and ...a long term solution to have backfired. The cruise line partnered with April 2017. Currently under construction in ‘the capacity squeeze is as Channel Seven for what will surely become Germany, Ovation will be the cruise line’s third an example of how not to produce branded Quantum class vessel, and the largest liner far away as it has ever been content – content which is paid for by a brand to sail in local waters. ’ but dressed up as genuine entertainment. The growth of Royal Caribbean has been The first is the cruise industry’s failure The program, Tom, Rach and Rosso Go rapid since it opened its local office in to present a united voice. Garden Island, Cruising, saw three celebrities experience 2009 – growth that has been mirrored in the favoured option for all concerned, is facilities on board Voyager of the Seas. It the overall cruise market, with Carnival, and simply not going to happen. But Carnival awkwardly captured what passengers can others, similarly expanding their capacity. and Royal Caribbean can’t agree on where expect, was watched by 571,000 people – and And ever since that boom began, the cruise else to construct new facilities, with Carnival was awful viewing. That wouldn’t have mattered industry has been involved in a dialogue with favouring a Sydney Harbour solution while had it not drawn the ire of ABC’s Media Watch authorities over how Australia can capture Royal Caribbean has pushed for the less program, seen by 667,000 city viewers. and exploit the economic benefits of future glamorous Botany Bay. The show saw host Paul Barry castigate the growth. The problem is, that dialogue has The second reason is a simple reluctance program as an “hour long advert” before achieved next to nothing. of politicians to approve anything involving dragging up health issues that befell the cruise That’s not to imply criticism of Carnival significant amounts of money that does line as far back as 2012. A harsh lesson in Australia chief executive Ann Sherry who has not involve education, health, or any other how a different approach to advertising can worked tirelessly, if fruitlessly, to convince domestic issue. have unexpectedly negative side effects.

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ISSUES & TRENDS

Concerns mount over AFTA view new SA visa laws Jayson Westbury, chief executive AFTA

After great debate and an eight month delay, South Africa’s new laws for travellers under 18 remain unchanged, with new restrictions implemented by the South African Department of Home Affairs set to ndc report in the pipeline come into effect next month. As of 1 June, all visitors under 18 years of age who are travelling In this fast paced, ever evolving world of the travel industry, with both parents must provide an unabridged birth certificate to enter technology sits at the centre of everything we do. Technology the country. Minors travelling with a single parent must also carry providers within the travel industry have many factors impacting an affidavit from the other parent, a court order granting full parental upon their ability to present the latest and greatest offers to all responsibilities, or a death certificate of the other parent. Additional players within the industry, and it is a competitive environment. paperwork is required for minors travelling without an adult. The term ‘technology providers’ goes well beyond the GDS, The new laws, which came into effect in October last year and were particularly as travel agencies look to enhance their own online later delayed until next month, have ignited concerns from tourism or web-facing environment and transact in many channels. partners who fear the additional paperwork will hamper tourism All of these technologies are attempting to present travel and see international visitors travel further afield to competing companies with the best and most efficient user-friendly destinations such as Tanzania and Kenya. environment, and it is expensive for travel companies to The Department of Home Affairs acknowledged their concerns consider changing. If not only for the training costs involved, by delaying the onset of the new laws and allowing the industry there is the stress and concern that comes from staff with any to provide feedback to the changes. But after an eight month change, much less the notion of a change of technology that can consultation period, the laws remain unchanged, with the South have a material impact upon the company. African High Commission telling travelBulletin that the legislation – as I say this by way of background to the work that AFTA is it was mapped out last year – will come into effect from 1 June. undertaking along with the travel agency associations from South African Tourism country manager for Australasia Lalie Ngozi Spain, the UK, USA, South Africa, New Zealand, India, Canada told travelBulletin that the laws have been met with “apprehension” and Brazil in conjunction with by industry partners. “The obvious concern is that people who aren’t IATA on the New Distribution The NDC willing to do all of this extra paperwork will select a competitor Capability (NDC) that has now destination,” she said. been on the industry’s agenda for ‘has significant Branding it as a “difficult topic”, Ngozi said it was unknown whether four years. the tourism industry would be bruised by the laws, but conceded it The agency associations potential if was a “positive and necessary step” to introduce the changes. in conjunction with IATA have completely “If South African security has identified the need to protect children, commissioned a study which it’s within their interest to exercise some form of control. As much as it will survey the global agency implemented... looks like an inconvenience, it’s a step in the right direction,” she said. community on the things that ’ A far cry from previous regulations which required only a passport concern agencies when new technologies are being proposed. for all travellers, the new legislation will not be taken lightly, and At the end of the survey process, a report will be presented. It airlines will be unable to check-in travellers who fail to present is hoped that this work will help all stakeholders from the GDS, adequate documentation. travel companies, airlines and other technology providers to South African Airways issued a statement last month claiming that understand what is on the mind of the agency community when the airline is working to ensure people are “fully aware of and prepared proposals are brought forward under an NDC environment. for the changes”. Qantas echoed much the same sentiment, but told This is a significant study as it covers many countries and will travelBulletin that the visa changes were unlikely to cause disruptions. canvass the views of agencies of all sizes and categories across “We don’t believe the visa changes will have a significant impact on leisure, corporate, wholesale, consolidators, OTA’s and anyone in customers travelling on Qantas services between Australia and South the middle. Africa, with forward bookings looking strong,” the airline said. The NDC has significant potential if completely implemented across the industry, but it is yet to be seen if what is proposed can be delivered. However, as with all new technologies, the industry must fully explore all of the possibilities before us, as anything else would be to just stand still. Importantly, GDSs will have a very big role in the future of technology solutions for travel agents. They are the gateway to much more than just airline sales, and the enhancements that all GDSs have made over the years will remain important to the agency community as the NDC concept becomes more of a reality. As an important part of this process, AFTA travel agents will have taken part in this global study and we will be able to explore and consider the findings once the report is published. It is set to be released in June and I can’t wait to see the outcome.

travelBulletin MAY 2015 9 issues & trends

Flight Club king hits the market

Flight Centre’s latest sales tactic may reek The strategy is tried and tested in the of the iconic 90s movie starring Brad Pitt and eyes of Wright, who has rolled out similar Edward Norton, but as Flight Centre general concepts in previous roles with Virgin manager of customer experience Darren Blue, Air Asia and Scoot Airlines. And he’s Wright explains, there is one fundamental confident it won’t step on the toes of Flight difference: “The first rule of Flight Club is that everyone is talking about it.” Rolled out late last month, the initiative While some people sees a selection of competitive deals posted ‘ to the Flight Centre website every Friday with think retailers don’t offer a limited booking window of 10am-12pm. an incentive, we think an New deals such as domestic and international airfares, cruise packages with initiative with competitive free upgrades, and all inclusive holidays deals in the $2000-$3000 are uploaded each week, with a two hour booking limit for simple products. Complex break in market will get bookings such as combined land, air and Punching above his weight? cruise packages have to be redeemed at No way! Darren Wright says consumers to move playing on the title of the film a retail Flight Centre outlet by close of Fight Club was an opportunity ’ business on the same day. too good to pass up. Dubbed Flight Club, Wright told Centre’s day to day business: “We see travelBulletin that playing on the title of the it simply as an opportunity to grow the Fight Club movie was just too good to pass business and to make more sales.” up. “We laughed about it at first and then “We want to drive traffic to the website, Wright claimed ownership of the strategy, figured it was a great way to position the but we also want it to translate to bookings stressing that there was no pressure from concept,” he said. in our retail stores,” he said, stressing suppliers to roll out an initiative in a last Discussing the initiative in more detail, that all deals are exclusive and cannot be ditch effort to offload surplus stock. He also Wright explained that Flight Club was part of booked via any other Flight Centre channels. shrugged off suggestions that Flight Club a marketing initiative to boost traffic to the Wright conceded that consumers were was Flight Centre’s answer to the industry’s website when movement was at its slowest. often slow to commit to travel bookings and culture of discounting. “We’re trying to move consumer behaviour there was a “possibility” that they would be “Consumers aren’t only concerned with into channels that aren’t so highly trafficked reluctant to physically act on an impulse. discounting, it’s more about value. Many and our analytics show traffic flows are But he remained confident that the Flight of the Flight Club products may be heavily slowest from 10am-12pm on Fridays. We Club deals would be too good to pass up. discounted but others just offer a better saw it as a perfect time to draw people Tight booking deadlines would also add value proposition – it’s not always based on into the site,” he said, adding that the a “surprise” element to spur people into price,” he said. marketing team acted swiftly. “We figured action, he added. Describing Flight Club as a “work in that launching now was better than later, it’s “While some people think retailers don’t progress”, Wright said the incentive was as simple as that.” offer an incentive, we think an initiative an unknown for Flight Centre. But with While the initiative is primarily tailored with competitive deals in the $2000-$3000 the ability to respond quickly to market to consumers, Wright said consultants break in market will get them to move. demand and push the initiative via Flight were also likely to see a spike in traffic Hopefully we’ll be encouraging Australians Centre’s well developed social media from consumers looking to secure complex to get off their backsides and book channels, he’s confident it will make waves bookings in-store. something,” he said. in the industry.

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Scenic rolls out sleek new look

Scenic Tours has ditched part of its name thinking about ourselves so we can start to heart we are still very much the same – a and rebranded as Scenic, as the Australian position the brand as a true global player,” travel company with a passion for sharing travel company looks to position itself as a Black said, adding that the company now our expertise in order to create lifetime leader on the global stage. distinguished itself as a five-star global memories for our guests.” While the new name is hardly removed Next year is shaping up to be one of from the old, the company logo has been completely overhauled, with the yellow globe replaced with a sleek black and gold Our brand image now logo, completed with a ‘degree’ symbol. ‘ Explaining the specifics to travelBulletin, better represents our Scenic general manager sales and luxury travel offering marketing Michelle Black said the black ’ and gold logo followed an extensive design travel company. “Our brand image now better process with the aim of incorporating represents our luxury travel offering.” the biggest on record for Scenic, with the traditional elements with a new look. Black dismissed any concerns as to how company launching ships in three new “We wanted to keep some brand heritage, the shift would be received, describing the destinations. Scenic Spirit will launch in so we took the globe from our previous logo response from agents, guests and business the Mekong in January, followed by Scenic and evolved it to the degree symbol which partners in the days following the initial Azure on Portugal’s Douro River in April and symbolises circumnavigation to the nth announcement as “overwhelmingly positive”. Scenic Aura on the Irrawaddy in Myanmar in degree,” she said. “It just makes sense,” she commented. September. First floated in late 2013, Black said the Scenic chairman Glen Moroney branded “This is the most diverse year for Scenic in repositioning had been a long time coming and the shift as a “new era” for Scenic, with the terms of new destinations [and] we have an was part of a broader strategy to “revitalise” company now aligning itself as a river cruising extensive communications plan in place to the brand which was first founded in 1986 as specialist rather than a coach tour operator. ensure that agents feel like they are a part of a domestic coach touring operator. “We’ve learnt so much about our our journey, and confident they can talk about “We [rebranded] so that we could design business… and we now have a much clearer the new Scenic brand,” Black concluded. more than a logo. We redesigned a way of idea of our mission,” he said. “But at

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For More Information W www.afta.com.au E [email protected] T 02 9287 9900 2015 NATIONAL TRAVEL issues & trends INDUSTRY AWARDS tourism aus view John O’Sullivan, MD Tourism Australia DOCKSIDE PAVILION, DARLING HARBOUR SATURDAY 18TH JULY long road ahead for 2020 targets It was only after sitting down to begin our marketing activities are linked to a Hosted by media personality Andrew Daddo writing this column that it occurred to me distribution partner. Sponsored by Dubai Tourism that it’s been more than a year now since I Being connected across all the touch took on the top job at Tourism Australia. points that consumers use in booking jobs in travel, It’s been an eventful and productive 12 their holiday is critical. We will continue months, but I’m under no illusions that to invest heavily in digital, but not at the MAJOR SPONSOR hospitality & tourism there’s still lots more to be done if our expense of traditional distribution channels industry is truly to achieve its full potential. which remain important in many of our NTIA FINALISTS International arrivals and spending are markets. One of the exciting initiatives we ANNOUNCED both at record levels, growing at around 8% 13TH MAY per annum, which by any standards is no Fundamentally, ours 50% mean feat. However, if we are to achieve www.afta.com.au/NTIA even the lower end of our industry’s ‘is a destination of GOLD SPONSORS shared Tourism 2020 goal, we need to do growth more. In fact, to achieve our international enormous appeal... ‘low growth’ spend target of $115 billion ’ month on by 2020, we need average growth of at have planned for the coming months is the least 10% each year between now and the relaunch of our Aussie Specialist Program, end of the decade. That’s the challenge providing an improved online platform to month Tourism Australia and the industry engage with travel agents and drive yield. faces and one we have to deliver in an Look to also see us extend some increasingly competitive global landscape, of our key airline partnerships in the with up to 190 other destinations all vying coming months. We’ll also be targeting SILVER SPONSORS for their own slice of the tourism pie. and hopefully signing some exciting new job seekers So, can we achieve this ambitious partnerships from non-travel sectors goal our industry set itself in 2009? And, – financial services and technology set up job alerts now if so, how are we going to deliver that providers, for example – which will & find your perfect double-digit annual growth between now help drive an increase in international next job and 2020? The good news is we have a tourism expenditure. great, saleable product. Fundamentally, Another example of making our ours is a destination with enormous appeal marketing more conversion-focused is employers – assets such as our world-class natural the recent revamp of Australia.com. The reach a targeted audience beauty, great food and wine, and welcoming new site has been designed to make it people. But all of this is only a competitive simpler for people to plan and book travel of industry experts for advantage if it can be successfully to and through Australia. But, importantly, as little as $155 converted into more visits, particularly from the design also makes it easier for us www.jito.co high yielding visitors likely to stay longer, to work with our commercial partners, LUCKY DOOR SPONSORS travel deeper and spend more. using stronger data analytics, to test and Our focus has to be on ensuring we are learn what works best for ourselves and post a job join network view jobs investing in areas that will drive increased our partners. spend and conversion. This means Inspiring and engaging with consumers targeting and, if necessary, redirecting through great marketing campaigns – such our marketing resources towards those as Restaurant Australia – will still be at the international markets that present the best heart of what we do, with a much bigger growth prospects, such as China and the focus on social and digital as we follow the USA. It also means targeting higher yield channels today’s consumer is using to plan, MEDIA SPONSORS SUPPER CLUB SPONSOR travel segments, and as such, business book and share their holiday experiences. and major events will also be a focus for But as we hit the halfway point in our us in the coming financial year. Tourism 2020 journey, and move into the Our marketing communications and important phase of seeing the results, our partnership activities must engage and focus has to shift more towards driving inspire consumers to take the next step. conversion and yield through effective and This means conversion and ensuring all sustainable partnerships. For More Information W www.afta.com.au E [email protected] T 02 9287 9900 travelBulletin MAY 2015 13 changing the face of how we connect issues & trends

strong line-up for 2015 travel expo

This year’s Travel Industry Exhibition is the venue to Luna Park back in March. It’s a shaping up to be a big one, with over 500 decision that’s been well received, according pre-registered attendees already on the list to McCarthy. “We saw the need to make two months ahead of the annual show on transport and access as easy as possible Thursday 16th and Friday 17th July. following last year’s event and after signing Now in its second year, the exhibition a few other shows with Luna Park, it seemed will again run ahead of the National like a perfect fit,” he said. Luna Park will be Travel Industry Awards (NTIAs) but with an closed during for the event which will also additional day between the two events to include a special celebration on the Thursday allow attendees more time to prepare for the evening (watch this space)! industry’s night of nights on 18 July. Other changes to the 2015 line-up Speaking with travelBulletin, portfolio include a stronger focus on the educational director David McCarthy said interest was program, more keynote speakers, and more tracking “well above” last year’s event, with networking opportunities. A session on a strong spike in interest from industry social media is also on the agenda, along partners. Over 85% of the exhibition space with presentations from TripAdvisor, AFTA, a has already been sold out, he added. Facebook representative, and the Department McCarthy conceded that there was “a lot of Foreign Affairs and Trade. Details on more to be learned” from the inaugural showcase networking functions are set to be released last year, and added that a series of changes in the coming weeks. have been incorporated to this year’s line-up With “no plans” to run the Travel Industry following extensive research and feedback. made sense to us, but we didn’t realise the Exhibition independently of the NTIAs in the “There were many lessons to come out majority of visitors were getting ready for the future, McCarthy said next year’s event would of last year’s show which we have taken awards,” he said. again run in July ahead of the industry’s big onboard. For instance, it was a simplistic Originally slated to take place at the Glebe night. travelBulletin, Travel Daily, Cruise Weekly idea for us to run last year’s show on the Island temporary exhibition facility, event and Business Events News are proud to be same day and location as the NTIAs. It organisers made the decision to change the official media partners of the show.

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Celebrity cruising a Dream

Celebrity chef Alastair McLeod and Hilary Weir

The appeal of cruising is rubbing off on Confident of the potential, he was easily work closely with her on group allocations. Aussies as they get a taste of the good life, swayed and Weir moved quickly to charter They were also strong supporters when Weir but throw a celebrity host in the mix, and a full ship, putting her house on the line. established a separate charity business in life aboard becomes even more sexier to She still recalls the sleepless nights that 2013 to help raise funds for celebrity chef Australian travellers. followed, but managed a sell out sailing Matt Golinski who sustained burns to over Holidaying with celebrities in iconic of 160 passengers following an extensive 40% of his body in a home fire in 2011. destinations ticks all the right boxes for radio campaign. Inspired by the national fundraising obvious reasons, and yet the concept is relatively new in Australia, spearheaded by Dream Maker Travel director Hilary Weir in Healy has been the perfect cruise host – he helps to Brisbane. What started as an unlikely idea ‘ in the late 90s came to fruition about ten promote the tours and enjoys spending time with guests years ago when Weir floated the idea with onboard... He is the key to my success a close friend who was also a local radio celebrity. Weir recalls how she just “fell into ’ it” and found herself planning a European With a stellar start to the business initiative, Plates for Mates, the idea came coach tour for her friend Greg and 40 loyal partnership, the pair wasted no time planning to Weir at a charity function dedicated to radio listeners. the next venture and soon set sail for the Golinski’s recovery, led by a team of celebrity “I knew it was a great idea, so I planned second celebrity cruise just 18 months later chefs. Keen to play on her strengths to help a tour and he advertised it on the station. It in the Mediterranean. A Spain and Portugal Golinski’s cause, Weir floated the idea of was a massive hit, so we just ran with it and voyage is also lined up for September this operating a cruise hosted by celebrity chefs did different tours together year after year,” year, with a fourth venture from Monte Carlo who were keen to pledge their support. she recalls. to Paris next year. “I told them we could donate a percentage But a fluke meeting with cricketing icon “Healy has been the perfect cruise host of the profits of each cruise and they jumped Ian Healy was where the idea really took – he helps to promote the tours, enjoys at the chance,” she recalls. “They didn’t take shape and set the wheels in motion for the spending time with guests onboard, and is much convincing.” biggest challenge of Weir’s career. Bumping willing to work closely with me. He’s the key Word spread quickly and celebrity chefs shoulders with Healy at a local business to my success,” she says. Alastair Mcleod, Gary Mehigan, George seminar, the pair immediately hit it off and After proving her worth with a number Calombaris, Manu Feidel and Janelle Bloom talk of a celebrity cruise charter led by of full charters, major cruise lines became jumped onboard to support Golinski. But Healy made its way into the conversation. more willing to give Weir a chance, and to while there was little doubt that the idea was

16 travelBulletin MAY 2015 issues & trends

a crowd pleaser, Weir had trouble selling the cruises at first. “It was a brilliant idea but the 30-50 year old target market doesn’t have the sort of income that retirees do – they’ve got kids at school and mortgages, so we had trouble converting them,” she recalls. Bookings did eventually filter through and Weir developed strong ties with celebrity chef Alastair McLeod who has since hosted three Dream Maker cruises. But for Weir, the stand out was having Matt Golinski board one of the cruises during his recovery. “Seeing the chefs reunite with their friend Matt at the dock made everyone cry and I felt like I had made a dream come true. That’s why I’m in the business,” she says. Weir says being brought up in a missionary family was what attracted her to escorted touring from a young age, but Helen and Ian Healy pictured with Helen Weir and her husband Keith Arnold. The group are preparing for the she concedes that chartering and group third celebrity cruise in September this year. allocations are risky business. “If it was easy, everyone would be doing it,” she says. to plan, such as this year’s Canada and just signed an exclusive distribution deal Aside from the financial risks, celebrity Alaska group allocation which secured only with Worldwide Cruise Centres to wholesale cruises involve ongoing relationship building 20 bookings. the packages out to agencies, business is and organisation, long hours under sustained She admits that marketing has long been looking up. pressure, and tenacity to keep going when her downfall as traditional methods change, “I generally build tours and then pray a lot, bookings are lean, she says. but business nous and strong partnerships so this deal is the answer to my problem and Certainly, Weir has learned many lessons have seen her through, now averaging around I can focus on what I do best – building great “the hard way” and not everything has gone six celebrity cruises per year. And having celebrity hosted tours,” she says. issues & trends

Vanuatu recovery makes headway

and Malekula “barely affected” by Cyclone Pam, she said Vanuatu was open for business. “Vanuatu relies on the tourism dollar so repairs to a lot of resorts and activities were swiftly undertaken,” she explained. With conflicting information swirling in the mainstream media, Morris said travellers were being confused by mixed messages. And with many major hotels such as Warwick Le Lagon already taking bookings after completing repairs last month, she stressed that the recovery was in full swing. Vanuatu Tourism is doing its bit to aid the recovery and is working closely with industry partners on the ground to encourage travellers to visit the region. The NTO also rolled out an elaborate social media campaign encouraging past guests to share Holiday Inn Port Vila remains closed for up to six months while reparations continue. photos of their Vanuatu holidays online. Hotels and tour operators are also posting inspirational photos on their own platforms to Two months after Cyclone Pam battered the Vanuatu relies on the spur the tourism industry back into action. Pacific archipelago, recovery efforts are well ‘ “The concept is to keep Vanuatu front of underway. tourism dollar so repairs to mind as a holiday destination and emphasise The category five system left its mark a lot of resorts and activities the fact that Australian travellers can play in March, claiming the lives of 11 people a small but very influential role in helping and leaving around 75,000 homeless. The were swiftly undertaken Vanuatu get back on track,” Morris said. cyclone also left Vanuatu’s tourism industry ’ While the impact on tourism remains in tatters, with flight and cruise cancellations unknown, Morris predicted that Vanuatu’s confirmed immediately after the cyclone, openings staggered between July 2015 tourism industry would struggle in the first ground operators temporarily ceasing and January 2016. A number of tours and half of the year. But she remained confident operations, and dozens of properties closing activities in Port Vila and Tanna are also it would “even out” over the course of 2015 their doors for reparations. closed until “further notice”. with the trade’s support. “The trade is such Blue Pango Motel in Port Vila remains But while some resorts and businesses an integral part of rebuilding Vanuatu and closed until “further notice”, Holiday Inn in Port Vila sustained significant damage, spreading the word that people should be still Resort Vanuatu will remain closed for up Vanuatu Tourism Office’s Australian booking holidays there,” she explained. “We to six months, Surfside Vanuatu will rebuild representative Anne Morris told travelBulletin need their support now more than ever.” over the coming months, and Iririki Island that recovery efforts have moved quickly Vanuatu Tourism is encouraging Resort is expected to remain closed until to minimise the impact on tourism which the trade to visit its online resource early December. Further north in Tanna, comprises almost half of the island nation’s www.vanuatuspecialists.com.au for updates 16 properties have closed their doors with GDP. And with islands such as Espiritu Santo on openings and booking information.

Switzerland shakes pricey reputation Switzerland is shaking its reputation as remain the same for this year and in the an expensive destination and attracting coming years as well,” he said, adding that more Australians as new products emerge the new Grand Tour of Switzerland was and air access opens up. expected to drive a further spike in bookings Switzerland Tourism director for Australia out of Australia. More accommodation and NZ Mark Wettstein told travelBulletin options and air access have also driven a that the country had enjoyed consistent 7.4% increase in Australian visitors to Zurich growth in visitor numbers in recent years, in 2014, he said. “Travellers are realising with Australian arrivals growing at around that the traditional perception of Switzerland 10% year on year. “Switzerland has enjoyed as being impossibly expensive is no longer a steady stream of Australian visitors over valid and prices are similar to that of the last few years and we expect that to neighbouring countries,” he concluded. Basel

18 travelBulletin MAY 2015

issues & trends

South America opens up to Aussies

South America has been singled out as an emerging hot spot for Australian travellers, and experts are predicting that arrivals figures will break new records in 2016 with increased air access out of Auckland set to kick off later this year. Tourism is on the rise in Chile, with inbound figures increasing from around 2.8 million in 2010 to 3.6 million in 2015. Argentina’s tourism industry now welcomes around 5.6 million tourists a year, and Brazil saw over six Patagonia, Douglas Scortegagna CC: bit.ly/1Dbzdk2 million international visitors cross its borders last year following the FIFA World Cup. But Air New Zealand is confident that tourism was a “growing industry” which has were vastly different, and said awareness was visitor numbers will experience another nudge caught the interest of Aussies in recent years. lagging in the Australia market. in the right direction following the launch of “Australia was not a priority market until “South America is seen as one destination its three times weekly direct service from recently for Chile, and Australian inbound by the trade industry in Australia and we Auckland to Buenos Aires on 1 December. tourists to Chile have gone from about 30,000 need to separate all the different experiences “We have long expressed an interest in to 50,000 in the last five years,” he told and understand that Chile and Argentina are exploring South America as a notable travelBulletin, adding that visitor numbers were destinations in their own right,” he said. opportunity [and] the new link is expected to likely to swell as more airlines service the With air access also increasing out of boost inbound tourism to Argentina and the market and competitive fares come online. China and the US, Retamal predicted that wider South American region,” Air NZ Australia However, he stopped short of quantifying global tourism figures would grow: “It’s hard general manager Leanne Geraghty told how much, instead stressing that more work to say which markets are likely to see the travelBulletin. was needed to encourage Australians to greatest increases, but as a tourism board, Tourism Chile Asia Pacific markets manager “cross the pond” to Chile. He also insisted rest assured we are fighting tooth and nail to Pablo Retamal echoed her call, claiming that that destinations such as Peru and Argentina make sure all markets grow.”

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Salary survey ads travelBulletin.indd 1 17/04/2015 1:26:56 PM TB_LH_PremEcon_May2015_price_point.indd 1 17/04/2015 12:28 cover story Wholesalers feel the squeeze

The internet has prompted a shift in the way consumers search and book holidays, but agents are at the core of another profound shift – side stepping wholesalers and booking direct with overseas suppliers. Times are changing and as Steve Jones writes, wholesalers are feeling the pinch as agents forge stronger bonds with suppliers.

22 travelBulletin MAY 2015 cover story

n its website, the Council list the issue as a “high priority”. of Australian Tour Operators CATO chairman Rod Eather revealed he proclaims membership of the was surprised at the level of concern and organisation to be a “hallmark of suggested that agents who do deal directly competence and integrity”. with overseas suppliers do so on a small OIt talks of the commitment of its scale. Furthermore, he questioned the ability independent wholesale members, of agents to understand the complexities describing them as experts in their field involved. who provide specialist knowledge “in all “I thought it was strange to be honest,” he aspects of travel”. admitted. “I wouldn’t have thought it would No one who is familiar with CATO, or be the number one worry but obviously there those companies who swell its ranks, are many members out there who have a real would question the veracity of those problem with it. statements. “I imagine it is usually done on a small But it’s a third declaration on the scale to a favourite destination that a travel website that is maybe starting to look agent has visited a number of times, and they just a little out of place, and out of date. have come to believe they are an expert on “CATO members… work in conjunction that destination. However, this unfortunately with licensed travel agents to make the doesn’t make them experts on organising customers’ journey, no matter how big or other peoples’ holidays to the destination. small, a better and safer experience,” it “They may not know the best and most observes. reliable ground handlers, the full range of It should be noted that it’s far from accommodation, or who to turn to in the event incorrect. Many wholesalers, most even, of a problem.” continue to enjoy solid relationships with Nevertheless, whether on the small scale he travel agents, and for some, reliance on trade suggests, or part of a more fundamental shift support is fundamental to the success, and in industry dynamics, Eather recognised that very survival of their business. if it’s a worry for members, then it’s an issue Yet according to a survey of CATO CATO needs to address. members there is growing unease about Come the end of June, however, it won’t be the direction this relationship is heading. his problem to tackle on account that Eather is relinquishing the chairmanship role he has held since 2010. The decision to stand down was partly triggered by a desire to hand over the reins to “someone younger with different ideas” – and five years is a very respectable stint as chairman of any organisation – but also a result of the closure of Beachcomber Tours, a move forced upon Eather after losing 40% of sales to the Internet, as customers booked direct. It is, said Eather, the issue of customers taking control, more than agents cosying up to overseas suppliers, that is the bigger threat to the viability of wholesalers. “I looked at the numbers for a long time but couldn’t make it work,” he says. Wholesalers and agents are not filing for Dennis Bunnik, managing director of South divorce just yet, but cracks are appearing – Australia-based Bunnik Tours and a member of and it’s the retailers who appear to have the the seven-strong CATO committee, agreed with roving eye, casting their attention to better Eather that the rise of the DIY consumer was offers overseas, much to the chagrin of their as big a challenge for the wholesale sector as wholesale industry partners. agents going direct. The results of the study, the first of any real But he likened the grim outlook for depth conducted by CATO (and one offering wholesalers to the similar crystal ball gazing anonymity to respondents), revealed that of the early 2000s when the demise of the seven out of 10 members are concerned travel agent was presented as a foregone about travel agents cutting them out of the conclusion. distribution chain and booking direct with overseas suppliers. Furthermore, the majority Continues over page

travelBulletin MAY 2015 23 cover story

Continued from previous page exceptional product knowledge and contacts travel consultant, most travel agents want on the ground. the convenience of dealing with a local tour “Fifteen years later and the travel agency “They must offer something different and operator who has the expertise and has done sector is still here and it’s as strong as ever,” unique that is not easily duplicated. It can’t the ground work for them. Bunnik told travelBulletin. “Similarly the just be a room and a transfer anymore.” “It means the agent isn’t reinventing the wholesale and tour operator sector of the Wildlife Safari managing director Trevor wheel for every booking and they don’t have market continues to thrive, despite the extra Fernandes accepts that agents will attempt to the risk of currency or stumbling across a competition from the Internet and a small stitch itineraries together themselves – just dodgy operator.” number of travel agents going direct. as consumers will attempt to go direct. But The risk of dealing with potentially “The key really is providing value and he adopted a philosophical approach, arguing unreliable, shonky overseas suppliers is an remaining relevant. I think tour wholesalers the trend is an inescapable and inevitable argument regularly advanced by wholesalers, will be around for a very long time.” consequence of a “food chain that is inside but one that industry observers believe holds out and upside down”. little weight if an agent has a degree of nous “I see this happening all the time,” he or professionalism about them. There are many benefits said. “But we are living in a free market and “Traditionalists try to put the fear of ‘ I’ve always been a believer in a free market. God into people by peddling the line that for agents booking It is the survival of the fittest and there is no it’s a huge gamble dealing with overseas through Australian-based substitute formula for service, quality and suppliers,” one commentator said. “If value, and that doesn’t mean the cheapest. It retailers simply do business with the first wholesalers just as there means providing the best value for money. supplier they come across on the Internet “Wholesalers need to sell more on the without an ounce of due diligence then, yes, are many benefits for merits of service.” that would be foolish. But that would suggest clients booking through Forging direct relationships with destination they are remarkably naïve and irresponsible. management companies is a “mantra” for “There are many high quality suppliers out agents. The challenge for some agents, Fernandes suggested, and it is there, with proven track records.” both is to communicate up to wholesalers to convince them of their That is also the belief of Simon Hills, a need to deal with Australia-based operators name which still has the ability to make CATO these and prove they who have a proven history and, critically, members bristle. It was Hills, a past CATO proven quality. chairman, and former Kirra Holidays chief are adding value to the But he acknowledged that was sometimes executive John Morley, who founded Maestro transaction hard to demonstrate to an agent, particularly Travel, a company which acts as a conduit those with the overriding aim of sourcing the between agents and overseas suppliers. ’ cheapest price. The caveat, however, is the ability to “We will not try to beat a price. It’s up to move and adapt with the times – something us to demonstrate why we are a bit more Traditionalists try to put the more traditional elements of the travel expensive, to show we have the ingredients ‘the fear of God into people industry has hardly been renowned for. that make us better, that we have the fruit “I do think people and companies are and nut on the cake. If I get asked can you by peddling the line that more business-savvy these days and there is lower the price and do it for this much money an expectation that your business partners I say ‘yes, but you get half the cake’. it’s a huge gamble dealing and suppliers grow and evolve with you,” “But convincing people you have superior with overseas suppliers Bunnik continued. “If they don’t, that’s when quality can sometimes be difficult when all you see companies looking for new partners we have is printed material. Some agents ’ and suppliers.” you can convince but others you can’t and It has attracted 120 active consultants so While Bunnik remained confident of a their clients do end up travelling with people far with medium term plans to work with up bright future – at least for those businesses who have sprung up on the web claiming to 200 agencies. able to demonstrate their worth – there is no to be bigger than Ben Hur only to have an Hills, who continues to operate his own doubt that all wholesalers find themselves average experience.” wholesale business, Icon Holidays, alongside under increasing pressure, which Eather, Bunnik says in many respects agents are Maestro, predictably suggested it was only better than anyone, has recognised in light of faced with the same issue as wholesalers – the beginning for the direct agent-supplier recent developments with Beachcomber. persuading people of their worth. collaboration. And there is a major reason for He, like Bunnik, suggested that undiluted “There are many benefits for agents such a trend – increased margin for the retailer. service levels and added value were essential booking through Australian-based wholesalers Maestro, naturally, takes a cut but Hills in retaining relevance in a splintered, just as there are many benefits for clients is adamant agents’ earning potential is fragmented market that has long shed any booking through agents. The challenge for dramatically superior to that what they earn semblance of order. both is to communicate these and prove they through traditional wholesale commissions. “How can wholesalers remain relevant? are adding value to the transaction,” he said. “The travel agent margin for Maestro Travel Service, service, service,” Eather said. “Get “Just as there are clients who don’t members is consistently 18 to 30%. One a deposit early on before giving out all of the want to book each element of their holiday agent I know regularly makes 35% against the detailed info and creating full itineraries. themselves and prefer the ease, value and 12% through a wholesaler,” he said. “There “You must also make sure you have conveniences of dealing with a professional is a hell of a potential in this and it will keep

24 travelBulletin MAY 2015 cover story

growing once more agents understand the are on the ground and up-to-date with what’s financial rewards.” happening. They know all the little things that I wasn’t being disloyal Hills said members typically go through make a difference; the great new restaurant ‘and I wouldn’t want to see Maestro when dealing with a supplier for the that has opened, the building site that’s first time, but as relationships develop, the next to a particular hotel. That is information the death of wholesalers. retailer forges direct communication. Critically, that may not be communicated through a while agents and suppliers are free to wholesaler. I wasn’t trying to burn the correspond independently of Maestro, costing “Real boutique wholesalers may have industry. I could see what must be channeled through Maestro which great knowledge but you can’t beat an agent then converts the price into Australian dollars. talking directly with a supplier who is living in was happening and I guess Such a system ensures Maestro itself the destination.” we got in first is not cut out of the distribution chain and He also rejected the notion that he has avoids the need for the agent to deal with been disloyal to his former CATO colleagues, ’ foreign exchange. an accusation understandably thrown at him building their own in-house operations. Vertical Hills conceded that dealing with suppliers when Maestro launched in 2012. integration is the biggest threat to wholesalers.” does create more work for the agent. “I wasn’t being disloyal and I wouldn’t want Bunnik Tours MD, Dennis Bunnik, also “Wholesalers used to do everything and to see the death of wholesalers. I wasn’t dismissed the lack of loyalty argument. now it’s the travel agent who has to talk trying to burn the industry. I could see what “Those companies left behind will always to the overseas supplier and draw up the was happening and I guess we got in first. blame a lack of loyalty but in reality the truth itinerary. But the rewards are there,” he said, It’s the reality. It’s happening and it will is closer to home and often comes back to adding that the 39 suppliers with which it has continue to grow. resistance to change or not putting enough deals are stringently vetted both by Maestro “Travel agents need to be loyal to their time into building relationships,” he said. and a London-based broker which runs the clients and themselves. The industry has Agents were reluctant to speak publicly rule over each potential partner. changed remarkably and yes, there is less about the practice of booking direct for fear He also countered the oft-cited argument loyalty than there ever used to be. I look at of putting existing wholesale deals at risk. that it is wholesalers who have built up this as a business evolution and often there But one Maestro member, talking to knowledge over a number of years who are is no reward or money in loyalty. travelBulletin on condition of anonymity, said the destination experts. “I can see why wholesalers feel they are that between 30 to 40% of their bookings are “It’s true that they possess knowledge but under threat and it’s not surprising [agents now made directly with overseas suppliers no one knows a country or city better than the going direct] is a concern. But I’d be more people who live and work in it,” he said. “They concerned about the major chains who are Continues over page cover story

Continues from previous page

with no involvement from a traditional wholesaler. Do you work in travel and want to find a better work/life balance? “You get to know people who are on the PHONE A ground in a destination, you develop a rapport Phone a friend to find out how to get your dream job. and learn so much more than you would dealing with a third party,” the agent said. Andrew Macfarlane, chief executive of Magellan Travel Group, admitted some to find out how members do go direct to suppliers but stressed it still represents a fraction of the 03 9034 7079 network’s overall revenue. Feel like you never have enough time for yourself and your family? Members will usually bypass the Is your daily commute eating into your leisure time? Want to find a way wholesaler when a customer request is to work that suits and supports your lifestyle? There is a way to continue particularly unique, he explained. working in travel and have a great work/life balance - and it’s just one “We had a builder travelling to Barcelona and he wanted a guide who was also an phone call away… architect. Sometimes it’s difficult to find an “I can’t say I’ve ever loved my job before, but I honestly love being a Barcelona city scape, Rob Gillies, bit.ly/1IzOTTf We had a builder Travel Counsellor and I can’t imagine doing anything else,” says Tamsin ‘ Catto, a Melbourne-based mother of three who worked in travel for travelling to Barcelona Australian Federation of Travel Agents desire for additional product, he said. 15 years before joining Travel Counsellors. “My children love that I am and he wanted a guide chief executive Jayson Westbury agreed “Travel distribution dynamics are available to take them to school and all their after school activities. that wholesalers should be less worried continually changing and driven by market Because I work my own hours, I have the flexibility to be there for my who was also an architect. about AFTA’s members cutting them out of demand,” Udy explained. “Where do the loop and more concerned about threats customers want to go? Who can get them kids whenever they need me, but I’m also there for my clients whenever Sometimes it’s difficult from further afield – notably “giant US-based there and who can supply the inventory at a they need me. It’s a win-win situation,” adds Tamsin. to find an Australian- online travel agents” who, he argued, pose a competitive price? These are questions travel particular threat to wholesalers who rely on agents are asked day in, day out. Booking mostly leisure travel, Trish loves keeping fit and playing netball, based wholesaler who hotel-based packages. “Expedia TAAP has broadened the scope of and working at home gives her the freedom to pursue these things “Their biggest threat are online travel agents by providing a world of product can find something that aggregators,” Westbury said, adding that that traditional wholesalers just don’t have. without rigid, set work hours getting in the way. “I have my dream specialised those who simply “sell other people’s “For a travel agent to survive they need to job! I love working in travel and booking holidays for my clients,” products” will be the ones to struggle, while offer terrific service for their customers and Tamsin says. ’ those who “genuinely add value” will flourish. source the most appropriate products and Australian-based wholesaler who can find “You also have to remember that close the sale.” “Give me a call if you’d like to find out more about the something that specialised,” he said. wholesalers have been selling direct to But Udy reiterated what many have “One or two members are particularly consumers for years,” he went on, in a thinly concluded – unless you add something to the flexibility and freedom that comes with working keen [to work directly with destination veiled reproach of wholesalers. “But I’m not equation, you’re on borrowed time. from home with Travel Counsellors.” management companies] and I do get actually sure it’s a huge issue anyway. Travel “If a wholesale business sees its market involved now and again to give negotiations agents cannot be a specialist in every market share drifting away, there’s no point stamping an extra push but with my buying hat on it’s in the world so most who are doing this are your feet and shouting ‘damn internet’,” he not something I drive.” dealing in niche areas.” said. “That’s simply where the market has Tamsin Catto TRAVEL COUNSELLOR Macfarlane suggested wholesaler According to Stuart Udy, Australia and New gone. It’s time to look at your product and nervousness over retail-direct activity was Zealand senior manager for Expedia’s Travel offering and see what you can do to remain more a reflection of their general unease as Agent Affiliate Program (TAAP), the behaviour unique and valuable.” they battle vertical integration and the web. It of the agent is directly linked to that of an It would be quite wrong to suggest with was imperative they prove their worth to the increasingly demanding, knowledgeable and any degree of certainty that the days of supply chain in order to continue to prosper, tech savvy consumer who has access to wholesalers are numbered, just as it was he said. product – and pricing – online. premature last decade to proclaim, as many “It reflects the reality that they are under The challenge therefore is to match, and did, that travel agents would be rendered pressure,” he said. “They must find a way to surpass the expectation of a consumer redundant by the web. add value. You can find the product elsewhere, who is seeking experiences that traditional And there is no argument in CATO’s they don’t have the sharpest pricing so what wholesalers simply cannot provide. assessment that its members possess can they do? They need to be experts, have It is, said Udy, an increasing issue competence and integrity in spades. great service, and offer back-up support. for agents as “Aussies become more What is equally clear however is that “To remain relevant they need to add value adventurous and head off the beaten track”. disruption to the travel supply chain will Have an informal, confidential chat on 03 9034 7079 because they are no longer the only place you The fact that 3000 travel agencies work continue. And competence and integrity may Find out more at www.travelcounsellors.com.au can get the product.” with TAAP is symptomatic of a need and no longer be enough. or email the team at [email protected]

26 travelBulletin MAY 2015 Do you work in travel and want to find a better work/life balance? PHONE A Phone a friend to find out how to get your dream job.

to find out how

Feel like you never have enough time for yourself and your family? 03 9034 7079 Is your daily commute eating into your leisure time? Want to find a way to work that suits and supports your lifestyle? There is a way to continue working in travel and have a great work/life balance - and it’s just one phone call away…

“I can’t say I’ve ever loved my job before, but I honestly love being a Travel Counsellor and I can’t imagine doing anything else,” says Tamsin Catto, a Melbourne-based mother of three who worked in travel for 15 years before joining Travel Counsellors. “My children love that I am available to take them to school and all their after school activities. Because I work my own hours, I have the flexibility to be there for my kids whenever they need me, but I’m also there for my clients whenever they need me. It’s a win-win situation,” adds Tamsin.

Booking mostly leisure travel, Trish loves keeping fit and playing netball, and working at home gives her the freedom to pursue these things without rigid, set work hours getting in the way. “I have my dream job! I love working in travel and booking holidays for my clients,” Tamsin says.

“Give me a call if you’d like to find out more about the flexibility and freedom that comes with working from home with Travel Counsellors.” Tamsin Catto TRAVEL COUNSELLOR

Have an informal, confidential chat on 03 9034 7079 Find out more at www.travelcounsellors.com.au or email the team at [email protected] technology

Qantas now up in the cloud

By Bruce Piper its giant parent, the idea was that by making PROS is an American software company Hooroo stand alone it wouldn’t be hampered which utilises so-called “big data” – promising lways at the forefront of by established thinking or structures. that by unlocking patterns within the millions innovation, Qantas has migrated The result was that Hooroo set itself of transactions undertaken by its customers some of its IT systems “into the up in the cloud using Amazon servers they can “unleash your sales”. For airlines, cloud”. The days of maintaining which allowed it to instantly scale up its the software analyses data to “identify large, expensive data centres computing power in response to demand. bottleneck sectors” and maximise inventory Afull of quietly humming computers and big At the Traveltech conference some years by identifying low-performing markets and air conditioning systems could one day ago, Hooroo’s then chief marketing officer “monitoring potential seat spoilage”. be over, with Qantas begining to utilising PROS also offers to determine the “cloud architecture” provided by Amazon “minimum acceptance price” – that is, Web Services – the same US company The industry used to be work out exactly how much money it can which made its name as an online retailer extract from passengers based on a host of and which has now established a significant ‘a lot simpler when you had individualised factors such as other travel business in cloud computing. plans, previous booking patterns, and prices Under the Amazon model, users don’t two different classes and charged by rival airlines – not to mention maintain any of their own computer hardware two different prices the number of empty seats on each aircraft. but instead have full control of a range of The sheer scale of an operation like an internet-based services on a “pay as you ’ airline means systems like this can help go” basis. This has a number of major Bruce Fair confirmed that the business’s pricing decisions which were previously advantages. There’s no set-up cost, and if monthly Amazon bill amounted to some made on gut instinct. you need extra capacity – perhaps a faster, $10,000 at that time – a fraction of the cost “The industry used to be a lot simpler more powerful web server – you can simply of maintaining and staffing a traditional data when you had two different classes and “provision” more power on demand. Amazon centre. Hooroo continues to grow – not least two different prices, there are many more has seen a strong uptake for the option and because it supplies all of the hotel content variables coming into play in today’s world,” QF’s move of some web applications and for the Qantas and Jetstar websites – so it’s Hennekens said. But it’s not just about analytics software into the cloud is certainly probably costing more by now, but still less pricing, with data analytics also set to be an endorsement of the model. than a non-cloud solution. integrated more fully into QF’s operations Within the Qantas group, the move to Moving to Amazon is just one of a host centres to help provide management with cloud computing was pioneered by its of innovations being introduced by Qantas better information on what to do in the event accommodation-focused offshoot Hooroo.com. chief information officer Luc Hennekens, of a disruption. “Whenever there is anything Hooroo was founded some years ago as a including a major project to enhance the that disrupts our planned schedule, it is an completely separate business with a mandate airline’s yield with the introduction of the PROS incredibly complex task to recover from and to develop an accommodation retailer from the revenue management system, forecast to be to make decisions around which flights are ground up. Rather than sharing resources with completed mid this year. delayed or cancelled,” he said.

28 travelBulletin MAY 2015 technology

guest comment With Expedia director of market management Asia Pacific, David Hamblin

It’s widely known that customers shopping search and book travel is skyrocketing. More online for their travel requirements want than one in four transactions booked globally choice and convenience, and they spend a are now made using a mobile device and lot of time searching for the perfect holiday. this trend is expected to grow, particularly as But booking habits go beyond choice, so here developing countries leapfrog over laptops are a few insights into their hotel search and and desktops and go straight to mobile. booking behaviours and how this impacts hotel revenue and occupancy rates. More than one in four package stay twice as long, book twice as 1. Online customers like rewards – Expedia ‘transactions booked globally far in advance, and cancel half as often as data shows that while millennials tend to be those who only book a hotel room. less loyal to brands than their parents, they are now made using a It’s important for hoteliers to understand do like loyalty programs and will share their their customer base and know the type personal data to receive perks and benefits. mobile device of guest they want to have more of in ’ their hotel. That, together with a diverse 2. They also love mobile – A 2015 report 3. Online customers value convenience – distribution strategy that covers all the from Phocuswright found that 70% of Online customers are more likely to book bases, will put them in the best position travellers used a mobile device to plan their hotel and airline components as a to increase occupancy rates and get more their travel in the past year – up from 47% package rather than separately through revenue from their guests. in 2013. For Expedia, the trend where different sites. Also, customers who book Data referenced in this article is Expedia customers use their mobile devices to their flights and hotel accommodation in a first-party information.

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Airline systems demand attention

Airline systems have come a long way over the past four decades, but Travelport vice president distribution sales & services Recent trends such as Damian Hickey says current distribution ‘product unbundling and systems fall short, and airlines need to adopt a new approach to meet the expectations of growing LCC competition travel agents. While airlines have honed their distribution mean that established ways and sales processes over the years, Hickey of working are no longer says current systems fail to incorporate ancillaries in a seamless booking process, adequate placing greater pressure on agents who have Damian Hickey,’ Travelport Vice President to break from their normal booking systems Distribution Sales & Services to book add-on products. “This reduces agent efficiency and slows down the booking experience for travellers. Even more importantly, agents can’t easily access information about ancillary the full range of travel content – including “While this is an industry that is historically products from within these systems, LCC fares and ancillaries – available to slow to accept change, recent trends such as making it difficult to cross and upsell them agents from within their existing booking product unbundling and growing LCC competition effectively,” he told travelBulletin. process,” he said. mean that established ways of working are no With research showing that global Airlines are “re-evaluating” their approach, longer adequate,” Hickey said, adding that the ancillary revenues are now worth more with some carriers now embracing dynamic Travelport Merchandising Platform had been than US$31.5 billion, he said airlines were selling processes allowing them to adjust the “well received” from some airlines looking to becoming increasingly dependent on ancillary price of individual fares in real time based streamline booking processes. products. But with almost 90% of ancillary on fluctuating demand. Others are adopting “Change is always a challenge and sales currently generated directly on airline customer-centric selling which integrates successful migration to a flexible, next websites, he said carriers were yet to personal customer data into the search and generation merchandising and distribution capitalise on the commercial opportunities. sales process to deliver personalised offers platform requires investments in technology “What’s needed is a new approach to based on travellers’ individual preferences, and effective risk mitigation at every stage of merchandising and distribution that makes Hickey added. the process,” he concluded.

Sabre Pacific Tech Summit Sabre Pacific is welcoming travel latest innovations, with ample networking technology to enhance business processes. professionals to join a series of technology opportunities for all attendees. Five events are lined up until the end summits in May and June, with workshops on Themes include how to reduce costs with of June, commencing in Auckland on 28 emerging technologies set to top the agenda. touchless transactions, how to use data to May and concluding in Perth on 18 June. Featuring an extensive line-up of break new ground, and how to enhance the Registration is required. discussions and presentations, the summit power of the GDS with new apps. Experts Visit www.sabrepacificevents.com for will also include an exhibition on the will also offer practical advice on how to use more details.

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TT_PAYDAY_AD QTR 03/06/15 careers What’s it worth? Formal training in the spotlight

Not sure whether an Advanced Diploma or a degree is worth your time and money? You’re not alone – but as Louise Wallace writes, formal qualifications hold the key to some of the top jobs.

ravel agents are a happy bunch, with Forbes singling them out as some of the most satisfied employees on the scale. According to Forbes, travel perks and a Trelaxed workplace environment are the key ingredients to happy consultants, with the ability to create great holidays and satisfied customers also rating highly on the list. With no barriers for entry, the tourism industry is an open door for anyone keen to give it a go, but research compiled by recruitment specialist Progressive Personnel shows that career progression is central to overall career satisfaction. With over 70% of tourism employees expressing disappointment with their salary package, Progressive Personnel claims that 84% of people in the travel industry plan on changing jobs in the next 12 months. But interestingly, over 80% plan on staying within the tourism sector. That’s where formal says there’s a level of management progression,” he says. training comes into the picture so that greater demand FC Business School national business employees can upskill and step into roles for qualified staff who leader Kelly Spencer agrees that further with greater earning potential. are looking to move up the corporate study opens doors and provides candidates While agency groups such as Your Travel ladder. “We are facing a significant change with skills and confidence to take their Centre welcome novices with no industry to when there was a larger number of small, careers to the next level. While learning experience to join their ranks, a Certificate private businesses which required little or no is an “ongoing component of everyone’s III in Travel is the golden standard for most qualifications,” he claims. career”, she recommends a Certificate networks who are looking to recruit skilled While the 19-week Certificate III in Travel IV in Travel and Tourism or equivalent for agents with an ongoing commitment to the serves as the gateway to the travel industry, retail travel consultants looking to progress industry. But as William Angliss Institute Christelow says further training is essential to beyond the standard. And for those looking program leader of Tourism and Travel Stuart progress beyond consultant level. And while to step into a Business Development Christelow explains, formal training is coming any additional training will help to sweeten Manager (BDM) role, she recommends to the foreground as major brands implement consultant CVs in the eyes of potential training to a Diploma level and beyond to more rigorous benchmarks. employers, he says a Diploma or Advanced build management qualifications that add to “Prospective employees may not need Diploma is the most logical progression after their business acumen. a full qualification, but very often they a Certificate III. “BDMs need to have a sound are expected to have been trained in a “A Diploma and Advanced Diploma of Travel understanding of the industry and would reservation system and in airfares as a and Tourism will help to develop supervisory benefit from an accredited qualification in minimum,” he tells travelBulletin. and management skills in a broad range of business or management,” she says, adding And as major agency groups continue to areas. Those looking to upskill may even that nationally recognised qualifications dominate the travel industry landscape, he consider a degree option after this for a higher are the gold standard to ensure training is

32 travelBulletin MAY 2015 classiﬁ eds

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EDITOR travelBulletin is publishedca byreers Ian McMahon (03) 9568 4464 Business Publishing Group Pty Ltd or mobile 0414 320 321 ABN 47 112 661 613 [email protected] DIRECTORS AND FEATURES EDITOR ASSOCIATE PUBLISHERS: Kate Atherton – 0412 254 762 Eddie Raggett (Sydney) and [email protected] Ian McMahon (Melbourne) WANT YOUR EXECUTIVE rigorous andNATIONAL comprehensive. SALES WeSYDNEY are facing OFFICE a MANAGER (02) 9969 6683 CAREER SEARCH HANDLED Additional Eddietraining Raggett does (02) 9969 6683 PO Box 492 Mosman or mobile 0408 289 599 ‘ NSW 2088 come at a [email protected] – both in significant change CONFIDENTIALLY? terms of timeHAWAII and money MELBOURNE OFFICE (03) 9568 4464 – but part-timeEddie and Raggett online (02) 9969 6683to when there was or mobile 0408 289 599 Box 818, Carnegie study [email protected] are available. a largerVictoria 3163number Accredited institutionsPRODUCTION like CO-ORDINATOR WANT YOUR CAREER SEARCH HANDLED the William AnglissMarlene Poon Institute – 0407 676 177of small, private [email protected] and Group Colleges Australia BY AN EXPERT? CALL AA ART DIRECTOR businesses which also provide Wendyflexible St George courses [email protected] CAB Audited – circulation 5918* allowing students to strike required*Average net little circulation Apr or2012-Mar no 2013 ARE YOU TECH SAVVY? DOES ONLINE EXCITE YOU? the right balance. PRODUCT MANAGER ONLINE PRODUCT MANAGER SYDNEY EXCELLENT SALARY PACKAGE PERTH EXCELLENT SALARY PACKAGE Formal training is qualifications CALL AA This key role will see you infl uencing a team to deliver the overall Are you well connected and have strong commercial available at all levels, ’ commercial performance of this technical product to meet market relationships? Have you worked across various mediums in B2B, requirements. You will be liaising with key stakeholders and third have strong product knowledge and are target driven? If so, you with William Angliss SUBSCRIBE TO party developers to ensure the market requirements are met. may be the perfect match for this new role. Essentially you will offering a traineeship program for new employees without formal Essentially,STEP youINTERVIEWING will have INTO a strong CORPORATEtechnical background; NOW! have comeFINALREPRESENTING from selling DAYS and relationship – APPLY driven A background.WELL NOW You will excellent commercialGENERAL acumen,SALES plus MANAGERaccount management and have provenMARKETINGKNOWN negotiation skills PRODUCT andMANAGER excellent verbal and written qualifications. The program is supported by the government to ease leadership skills. communication skills. BUSINESS DEVELOPMENT MGR financial pressures for employers and employees, and most learning BRISBANE CBD – UP TO $110K BUSINESSMELBOURNE ACCOUNT – SALARY EXECUTIVE PKG PERTH –PKG GUARANTEED + BONUSES SAL $70K $90K + BENEFITS occurs in the workplace during work hours. 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ONLINE INDUSTRY SALES/PRODUCT MGR CORPORATE BDM X 4 provides comprehensive industry coverage for only $50 a year ANALYSTLOVE –ALL TECHNOLOGY THINGS JOINGO OFF THIS THE FORWARD RAILS Travel Counsellors(even encourages less if you’re consultants a travel agent). to complete SYDNEY – SALARY PACKAGE OTE $120K MEL, SYD & BNE– SALARY PACKAGE OTE THINKING$120K+ PCO additional training via accredited organisations such as the William If you are passionate aboutDIGITAL? productFOCUS and have established key ACCOUNT MANAGER relationships,DIGITALBUSINESS this dynamic MARKETING travel AND online providerSYSTEMS MANAGER needs you! SYDNEYBUSINESSIf you have –the UP passionDEVELOPMENT TO for $95K sales and PACKAGE love building MGR new Angliss Institute and GCA, but general manager Tracy Parkinson says Due to expansion they are looking to grow their sales team. relationships your talents will be rewarded here. 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FC Business School offers a comprehensive list of Certificate and MELBOURNEAUSTRALIA’SMANAGER – SALARY MOST EXPERIENCEDNORTHCENTRAL SYDNEY SYD LOCATION– UP TO $95K – Diploma programs covering business, sales, and management. UP TO $80K PACKAGE PRIVACY POLICY: Like you, we abhor spam. We do not pass on email SYDNEYPACKAGEEXECUTIVE – UPTOTO $57K $85K + BONUSES PACKAGE RECRUITMENTPACKAGE TEAM Facilitated sessionsaddresses (or any are other also details available of subscribers) on to thirbrandingd parties. We and may fromarketing,m DueAre to you expansion confi dent this leading award by winning example TMC and is ThisThis is yourleading chance tour tooperator join a successfulis looking forgrowing an time to time contact you with information we believe may be of interest to you lookingbeing ablefor an to experienced provide back CRM, up support an exciting for your time experiencedtechnology company. Sales Manager You will who have can a combinepassion personal developmentsuch as breaking news and ite mcustomers, registration renewalservice, notices allowing and promotional participants Ph: 02 9231 2825 toteam? join aThis dynamic superb team. company You will is looking be managing for an theirfor account high level management sales skills andwith product their strong expertise, MICE to attend trainingoff ers. To opt days out of toreceivin complementg these, tick this theirbox existing skills. 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Offering a Certificate (wholesaleoutstanding or retail knowledge travel) ofand managing would like multiple to make inflnurture uence? top Are clients you anda product maximize expert brand looking profile for III in Tourism through to a Bachelor of Tourism and Hospitality accountsthe move and to areporting global wholesaler, requirements. enquire Claim today. your across Australia.something Exciting different? opportunity not to be travelBulletin June 2013 61 Management, scholarship programs are also available. Amazingspot staffand applybenefi today!ts on offer. missedThis role – apply is for today!you! n www.angliss.edu.au Group Colleges Australia also offers a variety of IATA self-learning AUSTRALIA’S MOST EXPERIENCED and online course modules to provide students with global EXECUTIVE RECRUITMENT TEAM recognition as travel professionals. Courses include a Certificate III in Travel, a Diploma of Travel and Tourism, and an Advanced Ph: 02 9231 2825 Diploma of Travel and Tourism. Email: [email protected] n www.gca.edu.au FOR MANY MORE EXECUTIVE VACANCIES VISIT OUR WEBSITE www.aaappointments.com.auwww.aaappointments.com travelBulletin MAY 2015 33 travelBulletin APRIL 2015 xx careers Career in focus

SARAH ANDERSON Tourism account which was closely followed GTI Tourism managing director by PNG Tourism and some project work for Canada Tourism. “The GFC was our biggest motivator for growth and forced us to move fast to grow the company,” she says. onservation may be catching Reflecting on the eight year history of GTI, the eye of more travellers, but Anderson says her willingness to take risks for Sarah Anderson it’s more has been instrumental to her success, teamed of a lifestyle. It may seem like with pitching viral campaigns in the early Can unlikely marriage for the managing days of social media when larger agencies director of a burgeoning travel PR firm, but wouldn’t touch it. But she also says juggling as a budding environmentalist from the motherhood with a fledgling business has ripe age of 14, Anderson has driven the been the single greatest challenge of her work message of sustainable tourism through life, with her daughter coming onto the scene her entire business. when GTI was just 5 years in the making. Conservation has always been close Anderson took a step back and handed the to Anderson’s heart. Joining the Youth baton to her team, adopting the view that her Earth Symposium in her school years, she staff would rise to the challenge. ran workshops for high school students “As a business owner you have no choice covering ecology and sustainability, and but to delegate. It was hard in terms of letting became a spokesperson for the symposium decisions go at the start, but I’ve always to encourage others to adopt sustainable As a business owner believed in giving people the right opportunity practices. ‘ and trusting that if you’ve got the right people With the seed planted from a young you have no choice but to they will make the right decisions,” she says. age, conservation now forms the basis of delegate... if you’ve got the “It’s crucial to success.” Anderson’s work and has been a driving force Anderson admits that GTI is still a work in the projects and clients she works with. right people they will make in progress, with each day bringing new “I’ve always been looking for ways to combine highlights and ideas for winning campaigns. my passion for marketing with conservation, the right decisions Discussing the travel industry in general, and one of my main motivations for working ’ Anderson says there are still barriers for in tourism is to help local communities to learned over the years,” she says. females in travel led by lagging flexibility build a sustainable future through tourism,” GTI Tourism was born a couple of months for families. But rather than be distracted she tells travelBulletin. after Anderson returned to Australia, with by imbalances in the industry, she says The mother of an energetic three year Club Med signed as the first client – the ambitious travel agents, BDMs and agency old, Anderson’s passion for conservation result of “a bit of luck and a lot of hard owners should focus on building strong translates to her persona; she’s softly work”. But one of the proudest moments relationships to get ahead. spoken, enjoys the simple pleasures in life for Anderson was spearheading the creation “If you are willing to work really hard and and is a no fuss kind of person. But behind of conservation foundation, TreadRight, in build on relationships, you’re on the right the gentle façade she’s clearly driven and conjunction with The Travel Corporation (TTC). track. Hard work will get you to where you want knows how to pull together campaigns that The foundation, funded by corporate to go, but relationship building will open the get people talking. donations, has now given back over $2 right doors for a fantastic career,” she says. Reminiscing about the beginning of her million to local communities and wildlife career some 17 years ago, she recalls getting projects such as WildAid and the Sea Turtle her foot in the door at a property PR agency Conservancy. “It has certainly been one Get to know on the Gold Coast with the Surfers Paradise of my proudest achievements and it is 1. Years of industry exp – 17 years. Marriott as one of her first clients. But her great to see such a significant player [TTC] real foray into the industry was after securing really contribute to sustainable tourism,” 2. Favourite holiday destination – a PR manager role for The Travel Corporation Anderson says. Somewhere I haven’t been. in 2000 working across a number of iconic After the foundation was up and running, 3. Worst holiday – Having chickenpox on my brands. It’s a role that she remembers as her Anderson turned her focus back to expanding honeymoon on the Spirit of Freedom dive – I “dream job”, but destined for bigger things she GTI before the global financial crisis hit and was too sick to dive. went on to spend five years in London working virtually all of the firm’s clients slashed their 4. Career highlight – It’s a tough choice for a destination marketing agency which budgets or cancelled their contracts within between celebrating eight years of GTI opened her eyes to the world of marketing. three weeks. Determined to hold onto her Tourism and establishing The TreadRight “I got a firm grounding in the industry and staff, she boarded a plane to World Travel Foundation. recognised that the consumer is the decision Market in London a few days later, on the maker even in the trade space. It’s probably prowl for new clients. It turned out to be 5. Favourite way to relax – Good friends, one of the most valuable lessons I’ve a landmark decision, landing the Vanuatu food and champagne overlooking the beach.

34 travelBulletin MAY 2015 Are you frustrated with low commissions and limited earning potential? If you love working in travel, there’s PHONE A a way to earn more and it’s just one phone call away… to ﬁnd out how

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“It’s a lovely feeling to get recognition – something that was missing from my previous jobs in travel” says Suzanne. “But the business doesn’t just walk in through the door. You get out what you put in, and I’m driven to put in the hours. Luckily, I’ve got brilliant head ofﬁce support, the flexibility of being at home, and a client base that grows by relationship building and recommendation – the best way to build any business.”

“My experience and knowledge gives customers an invaluable level of service that they’d never ﬁnd online. If you’d like to chat about the ﬁnancial rewards and recognition you get at Travel Counsellors... why not give me a call?”

Suzanne Watson TRAVEL COUNSELLOR

Have an informal, conﬁdential chat on 03 9034 7079 Find out more at www.travelcounsellors.com.au or email the team at [email protected] tRAVEL MANAGEMENT

By Oliver Tams adherence no longer apply as millennials behaviour, a deep dive into social media, push the boundaries around the sharing adjustments for the technology of choice, fforts to engage and retain economy, look for online gratification, and constant feedback, peer recognition and giving travellers for corporations and demand a work lifestyle balance that baby the traveller the ability to document it all. TMCs come from all sides boomers only talk about. Corporations and TMCs also need to including direct marketing, travel The challenges will be exacerbated by integrate applications and technology that apps, commoditisation of services, a greater desire for travel. According to appeals to millennials including apps, Bring Eand the emergence of new economic models. Expedia, millennial professionals aged 18 to Your Own Device (BYOD) security, and mobile Yet the biggest challenge to come will be a 35 take an average of five business trips per wallet, putting pressure on them to be demographic shift in the client base. year versus two for the over 35 age bracket. technically astute and keep up with trends. By 2020, more than half of the travelling They are also 62% more likely to extend Sounds like a total overhaul of the travel workforce will be made up of millennials – their trips. And with more trips comes more management eco-system, and if you look those kids with attitude and a penchant for expense, more change, more feedback, more closely, it resembles the shift in thinking change, all grown up. Millennials will travel apps outside the policy constraints, and most that occurred when everyone suddenly had light, happily pay their own way, provide importantly, more pressure on TMCs to get access to their own travel bookings. TMCs feedback via a multitude of channels, book it right. who embrace this shift in their customer today for tomorrow, and carry a minimum This will be a tectonic shift for TMCs who demographic with a flexibility to move amount of gadgets. Simply, travel will be are used to policies built to control the 5% within technology platforms, understand about mobility. of rogue travellers, thus effectively fencing the sharing economies and collaborate Forbes took a closer look at the use of the rest. Those figures will invert with 95% of with their clients on a daily basis, will be technology, finding that smartphones and travellers pushing the envelope and wanting surprised by the depth of millennial loyalty. tablets will make up 87% of all connected the freedom to choose how the budget is It’s time for change. devices within the next three years. So woe spent and on whom it is spent. Airbnb, Uber, betide any corporation or TMC who doesn’t Lyft, Taskrabbit, and networking sites like understand this new demographic along with Doximity and Dribble will all influence travel their need for higher service levels, peer choices for millennials. Market reports also to peer affinity, and the need to Instagram indicate that more than 50% of millennials Oliver Tams has over 30 everything and be connected 24/7. will use peer to peer services such as Airbnb years of travel industry experience in various To keep up with the shift, decisions need for corporate travel. So along with a shift to sales, management and to be made now. Particularly because – as peer recommendations, vital parts of what corporate roles. He is American Express points out – millennials will TMCs rate as binding elements, control and also an avid blogger and reach their peak spending power within the direct relationships, begin to unravel. industry spokesperson and next two years, creating a bubble that no one Changes to keep millennials engaged and is currently the director of strategic partnerships at wants to burst. With this new found authority, motivated to work within a system will need Think Procurement. rules around legacy compliance and policy to include gamification to help drive desired

36 travelBulletin MAY 2015 cruise report

Cruise emission agitation

By Bruce Piper

olitics appears to have triumphed over common sense at Sydney’s White Bay cruise Pterminal, where a last minute lobbying effort by local residents against cruise ship pollution led to a commitment by state premier Mike Baird to ban high-sulphur fuels. The terminal is adjacent to the environmentally- aware state seat of Balmain, where Baird had been hoping – ultimately unsuccessfully – to snatch power from incumbent Greens MP Jamie Parker. Baird reacted swiftly after the powerful radio shock jock Alan Jones joined a chorus of spokespeople for fuel suppliers were additional poles and wires by the government of complaints about ships docked at White quoted about the easy availability in Sydney along with more electricity, something which Bay using low quality “bunker” fuel to power of the low sulphur-content fuel. However would also offend the green sensibilities their generators, with a campaign website another key issue is that in most cases of the inner-city voters in Balmain. The claiming that “literally tonnes of foul-smelling, ships steaming into Sydney would need government dodged this issue by confirming toxic emissions are being dumped on the to be supplied with the special fuel at the that a “detailed cost-benefit analysis” of community from the heavy polluting cruise port prior to their arrival. That would mean installing ship-to-shore power at each of the ships”. The issue also received widespread that they might need to fill up with the low- major NSW shipping ports is currently under coverage on evening TV news bulletins, with sulphur oil somewhere far out in the Pacific, way and will be completed in 2015. calls for an on-shore power source which Nobody will be surprised when the would mean the ships could turn off their outcome of this probe reveals that it will be engines while docked. It’s not like you can way too expensive to implement. Ultimately politics won, with the now ‘just run an extension Sydney Harbour certainly isn’t the first re-elected state government making a port where these issues have been raised, commitment to a 0.1% maximum sulphur lead out to the ship from and the global shipping industry has for content for cruise ships in Sydney Harbour, some time been working on a plan to down from the current 3.5% and just one tenth a big power point mitigate the problem of emissions while of the 1% allowable for ships operating within ’ sitting at the dock. Despite the accusations 200 nautical miles of the US and Canada. or at a remote Australian regional port made against the cruise industry, passenger However the lobbying campaign’s anti- where it’s much less likely to be available. shipping is in fact at the forefront of cruise ship claims, and the knee-jerk Not impossible, but not as easy as some reducing emissions on a global basis. proposal to reduce the maximum allowable pundits would suggest. Cruise Lines International Association sulphur content of the fuel, need to be Another suggestion was that the (CLIA) has a concerted program which examined in the cold hard light of day. government provide the ability for ships to encourages member lines to cut their Firstly, although much is made of the utilise on-shore power while docked at White impact on the environment, and major huge growth of the global cruise industry, Bay. While this would seem to be a logical operators including Carnival Corporation and passenger cruise ships only comprise a tiny solution, it’s not a particularly simple one Royal Caribbean have already committed proportion of the worldwide shipping fleet. to implement. By their very nature, cruise to massive refurbishment programs for Sydney Harbour, as a major trading port, ships have independent power systems their fleets which include the installation is frequented by dozens of cargo vessels which often run on different voltages and of exhaust gas “scrubbers” to reduce air which also presumably release high levels of frequencies to local Australian power pollution. Some in the industry see the emissions. Although the 0.1% requirement is supplies. “It’s not like you can just run an unilateral move to clamp down on cruise being imposed on the cruise shipping sector, extension lead out to the ship from a big ships at White Bay as nothing more than the government has only said it will “look at” power point,” said one expert. Quite apart populism, saying Australia would be better emissions from other types of shipping, which from the technical difficulties, the power to push for lower global standards rather will be “considered for further regulation”. requirement for a cruise ship would require than making cruise ships jump through extra During the lobbying campaign, a number a massive infrastructure investment in hoops when operating here.

travelBulletin MAY 2015 37 cruisE Report STANDING OVATION FOR ORCHESTRA

By Matt Lennon

Sydney turned on a welcome befitting a visiting Head of State for the inaugural visit to the NSW Harbour City by the world’s largest family-owned cruise line, MSC Cruises recently. The visit by the 3200-passenger liner MSC Orchestra was the third last port-of- call during a 33-night Grand Voyage from Dubai – a history-making sailing for the line which has never before in its 28-year history as a passenger cruise line ventured into Australian waters.

We cannot explain how ‘extraordinary it was to see her cruise past our iconic Harbour Bridge’ MSC Cruises managing director for Australia Lynne Clark was sparkling in Fabio Gatti, MSC Fleet Entertainment and production manager travelled Down Under to mark the the days leading up to the event which occasion. Right: The vessel’s interior has been kitted out with all the mod cons to be expected from a luxury passenger vessel. she recalls as one of the highlights of her career. “Sailing into Sydney Harbour was a dream come true,” she told travel 12 ships fleet wide. Attendees then split up turned on a spectacular fireworks display to agents, re-sellers and industry partners into groups for a tour of the ship’s 16 decks, send off MSC Orchestra out of the heads and at an industry function ahead of the viewing a number of cabins and amenities towards Melbourne in style. Sydney sailing. “We cannot explain how including multiple pools, whirlpools, However, not all of MSC’s Australian extraordinary it was to see her cruise past restaurants, lounges, bars and boutique adventure went according to plan. our iconic Harbour Bridge.” shopping options. The ship’s first scheduled call to Cairns Clark’s comments preceded a special Groups converged on the one of the main was scrapped due to poor weather, with stage performance of Gotham, one of 80 restaurants for some sustenance before Cyclone Nathan forcing the vessel to press different productions in residence across disembarking. As a grand finale, Sydney on to Brisbane to ensure it remained on schedule. Travel agents in the Queensland capital were dealt the honour of being the first in Australia to see the ship, escorted by Australia-based MSC staff on a series of ship tours. The line conducted similar tours for agents in Sydney and Melbourne, making the most of a rare opportunity to showcase one of its vessels without a flight to Europe. Addressing the audience in Sydney, Clark stressed that Australia had not seen its last MSC Cruises ship. While the Mediterranean- based line operates predominantly in its homeland, as well as the Baltic region and the Caribbean, it is starting to show a greater willingness to spread its wings to other parts of the globe. In coming years, the line will take delivery of four new ships offering capacity for 5500 passengers each, undoubtedly making the resultant opportunities for MSC Cruises to bring its traditional European hospitality to a much MSC Orchestra cruised into Australian waters for the first time this year, officially arriving on 13 March. wider audience too big to ignore.

38 travelBulletin MAY 2015 cruisE REPORT

CLIA view Brett Jardine, general manager CLIA Australasia clean cruising into the future With the spotlight falling on a range of The global cruise industry has been issues during the recent New South Wales working with the IMO for more than a COMMUNIQUÉ election, there has been some discussion decade on this issue and is at the forefront FROM… regarding cruise ship emissions, so I’d like of developing technology to ensure to take this opportunity to clarify some compliance from that time. KAREN CHRISTENSEN facts and provide some perspective. With limited availability to low sulphur Passenger cruising makes up only 2% of fuel in Australia and the difficulties in General Manager & Director Australia’s shipping industry and a small finding a one-size-fits-all solution to Sales/Marketing, Australasia percentage of overall shipping activity in shore-side power, we believe the most NSW, yet it is the cruise industry which led effective way of reducing emissions is the the international shipping community’s development of scrubber technology. BREATHTAKING ALASKAN response to concerns about greenhouse ENCOUNTERS gas emissions at the International Maritime Organization (IMO). The global cruise Alaska is a feast for the senses. A glacier calving with the roar of a The local cruise industry has participated ‘industry has been in the NSW Environmental Protection thousand canons. Diamond-blue Authority’s (EPA) consultations and working with the IMO icebergs floating on a glassy bay. assisted their scientific and engineering A humpback breaching in a studies, which the EPA claimed were being for more than a decade spectacular display. Our Alaska prepared to inform the determination of on this issue... itineraries allow your clients to future policy. ’ spend more time in each port. Some cruisers may be aware of A scrubber is an advanced emission After a day ashore, guests will environmental controls that have been purification system that removes almost enjoy an all-inclusive onboard placed on all shipping in North America and 100% of the sulphur dioxide emissions lifestyle with gourmet meals, Europe, where ships must limit the amount generated by a ship’s diesel engine. They fine wines and a suite perfectly of sulphur present in their smoke stack work in a similar manner to a car wash emissions within a designated Emission with a powerful water spray breaking prepared by the butler. Control Area (ECA). down the particle matter as it makes its Silver Shadow’s 7-day Alaska In North America, for example, that zone way up the funnel. While it takes time voyages depart from May to extends 200 nautical miles off the coast and is technically difficult to install this September. Silver Privilege fares line. In Europe, a similar area has been technology, we believe this is something from au$3,450 per person. implemented in the Baltic region. The limit which is achievable by the IMO’s 2020 introduced was 1% which was reduced to deadline, so we are working towards this 0.1% sulphur content fuel from 1 January, outcome with our cruise line members. 2015. In addition to this, the IMO has Protecting our oceans is not just the right further mandated that shipping all over thing to do – cruise lines have a vested the world will need to adhere to the same interest in keeping the environment clean requirements from 1 January, 2020. for generations to come.

headlines March For a copy of Silversea’s Alaska & April 2015 brochure, visit tifs.com.au For more information or to 27 Mar Carnival Corporation to add nine 09 Apr P&O evolution continues book call 1300 306 872 or visit new ships 14 Apr Australia key for Uniworld silversea.com 02 Apr Cruise lines flock into China 14 Apr Princess to South America 02 Apr NCL testing new features 15 Apr Ovation of the Seas to homeport Visit silversea.com for full terms 07 Apr Scenic facing class action in Sydney and conditions. 09 Apr Avalon fears pricing culture 15 Apr Disney AvaViola charters

travelBulletin MAY 2015 39 industry in focus

Blue Lagoon Cruises had a busy month in March with over a dozen agents from Bill McNamara from Air Marketing was joined by Australia and NZ boarding Fiji Princess for some beachside fun. Pictured is the Helen Grant and Richard Jones from Cathay Pacific Flight Centre contingent from Victoria who also stopped in for a visit at Barefoot at a Hong Kong Tourism Board event in Sydney Kuata Island Resort to snorkel with sharks. last month.

There are few better ways to dust off the golf clubs than for a charity tournament, and these TravelManagers did so in fine form on Victoria’s Mornington Peninsula last month. These NZ agents packed their cossies for a trade famil onboard Fiji Princess courtesy of Blue Lagoon Cruises. Dance performances and a traditional Kava ceremony was on the cards, topped off with a visit to a local island school.

The weather put on a show for these Creative Holidays reps on a recent famil to New Caledonia courtesy of Aircalin and New Caledonia Tourism. It’s hard to knock back haggis on a trip to Scotland, and these agents gave it a whirl – with a shot of Scotch whisky - on a famil hosted by Qatar Airlines and Air Tickets in March.

40 travelBulletin MAY 2015 may 2015

Hawaii Tourism Oceania got up close and personal with Channel 7’s Sunrise TV breakfast show hosts as part of a week long promo in March. Over 220 people travelled to Hawaii for the Linda Kelly-Smith from Travelport and Kevin Zhang program including 60 people from the Sunrise cast and crew plus 130 viewers. from China Southern Airlines stopped for a quick photo at the Travel Daily/JITO networking night.

The team at Avalon kicked back with some of the good stuff at an Skiing, Hawaiian sunsets and thrill seeking rides at Universal Studios is industry event in Sydney last month, with none other than ambassador the perfect combination for any famil, and these nine agents soaked it up Deborah Hutton. courtesy of SkiMax and Hawaiian Airlines last month.

Allison Roberts and Kylie Mann from TFE Hotels It was all luxury for these Aussie agents who were treated to a five-star rail journey on the were all smiles at the Travel Daily/JITO Social Majestic Imperator through Austria as part of a week-long river cruise on MS AmaDante Networking Night at Sofitel Wentworth Sydney. between Nuremberg and Budapest.

travelBulletin MAY 2015 41 Canada & Alaska

WHERE THE

WildTHINGS ARE

Bow Lake between Banff and Jasper, JvL, bit.ly1PmjOHq

42 travelBulletin MAY 2015 Canada & Alaska

By Louise Wallace just outside of Canmore. Surrounded by young families, we opt for the ‘difficult’ trail USTRALIANS have an to shake the crowds and strollers, and we’re insatiable curiosity when it soon rewarded with birds eye views of lush comes to Canada. Whether it’s green meadows strewn with yellow daffodils. the moody shift in seasons, We’re off to a good start, bounding over the surging rivers and snow- rocky trails with panoramic views of Canmore cappedA peaks, or that sickly sweet maple below, but about 20 minutes into our venture, syrup – Canada is an exotic land. And like the the clouds start to blow over, as if issuing a 230,000 Australians that venture across the stern warning. Pacific Ocean to satisfy their curiosity each Without mention, we press on along a scenic year, she worked her magic on me during wooded trail en route to the waterfall which a recent visit. we’re promised ahead. But as the billowing My wanderlust for Canada bit hard, landing wind picks up, the chances of claiming our me in the sleepy town of Nelson in British reward seem dashed. And as the lashings of Columbia for around 15 months. Tucked in rain sting our eyes, it doesn’t look good. the heart of the Kootenays, Nelson’s snow Soaked through, we press on figuring that capped peaks never failed to impress, there’s no way back after reaching the point but truth be told, they were molehills in of saturation. Struggling to see the joy in a comparison to the endless peaks in the sodden hike, we reach the waterfall having Rockies. There’s a reason that glamour seemingly achieved what we had first hoped – shots of the Rocky Mountains are pasted there’s not another person in sight. But as if on postcards and marketing material – on cue, the rain eases almost apologetically, everything else is a like a tasty prelude to the revealing a pristine turquoise lake bordered by main event; the Rockies. towering evergreen pines. The Icefields Parkway is at the heart of the Returning to the car, sodden and cold, we action, stretching right through the mountain admit defeat and decide to press on from range from Edmonton in the north to Calgary Canmore to Radium Hot Springs on the down south. Hailed as one of the world’s recommendation of dozens of locals back in most scenic highways, the stretch of road Nelson. The GPS tells us it’s a two hour drive, from Jasper to Lake Louise is where the so we towel off and hit the road in anticipation ‘ohhs and ahhs’ involuntarily kick in, with of the warm mineral waters ahead. over 100 glaciers, waterfalls and impressive rock spires dotted on each side of the highway. Think emerald green lakes, dramatic Canmore is like Banff’s peaks, lush green meadows and gob ‘ smacking views around every corner – and little sister, attracting just a you’re on the right track. fraction of the visitors - but The bustling ski town of Banff is like the Whistler of Alberta – and it reels in that’s part of its charm Aussies like Bondi does Brits. The number of ’ Australian tourists is on par with Canadians in some bars and clubs, but drinking VB with With the dramatic mountain scapes behind Aussies in a packed pub isn’t what we came us, the heater blaring, we make our way along here for, so we head on to the little town of the wide Canadian roads with a renewed sense Canmore about 20 clicks south. of optimism. As we settle into our heated Canmore is like Banff’s little sister, leather seats, we spot a black bear and her attracting just a fraction of the visitors – but cubs along the side of the road and can’t help that’s part of its charm. With just the right mix but pull over for a look. Almost certain that of boutique clothing stores, art outlets and there’s a rule book somewhere that says it’s no-frills restaurants – without the crowds – it not a good idea, we keep our distance and ticks all the boxes for travellers who want to press on for the hot springs, pulling into the take in the great outdoors rather than the tiny blink-and-you’ll-miss-it town of Radium Hot nightlife. And that’s why we’re here. Springs a few hours later. Truth be told, we’re here for the climbing Surprisingly busy for a tiny town of just 800 which is world class – or so we’re told. But people, we waste no time dipping into the with metres of snow still on the ground at the pools which serve up steaming mineral waters most popular climbing haunts, we dust off the backed by an impressive backdrop of towering boots and settle on the hiking trails instead. pines. We laugh off our misfortune with Mother With literally hundreds of kilometres of Nature as our muscles relax. But our Canadian trails to choose from, we settle on a sedate curiosity not yet satisfied, we begin plotting the 4km venture along the Grassi Lakes trail, next leg of our adventure. Next stop, Penticton.

travelBulletin MAY 2015 43 Canada & Alaska

independent travel. Motta said the Canadian winter was still a BC peak season with a high volume of families travelling over the school holidays, while the warmer months often attracted older HEATS clientele. Summer visitors also stayed longer on average, Motta said, with skiers averaging UP 14 days and summer travellers averaging at least 16 nights in the country. “Aussies are travelling at a different time of year to take up specials and they are booking further and further in advance to be sure they get what they want,” she told travelBulletin. Motta said Australians were also combining more activities on their stay to make the most of their vacation time. “Australians are an adventurous bunch so they often travel further afield to Vancouver Island for whale watching. They also travel to Whistler both in the summer and winter, they BRITISH Columbia is shaking its reputation Wildlife tours in remote lodges, whale drive across BC to the Rockies and they love as a winter-only destination, with spring and watching tours, and outdoor activities by the their wildlife,” she said. summer bookings now overtaking the cooler Pacific Ocean were capturing the interest While Destination BC expects to see months as multi-touring options win over of more Australians, she said, while family a sustained interest for summer travel, more Australian travellers. travel and FIT trips were also going strong in Motta said the slopes were unlikely to lose While the popularity of Whistler’s ski the spring and autumn. their appeal any time soon. “Australians slopes has not waned, Destination British “While many Australians think skiing is are one of the biggest markets for skiing in Columbia’s Joanne Motta said the province what everyone goes to BC for, about 65% of BC. The quality of snow is consistent, the was gaining a reputation as a year round our visitors come from spring to autumn,” prices are right, and ski in-ski out options destination with an array of outdoor and she said, adding that escorted coach tours are very strong with the family market,” she wildlife activities on offer. comprised the bulk of business followed by concluded.

Bucket list tick for Aussies SCENIC has reported ongoing growth for its Canada line-up, with Alaska also making a comeback as the northern lights catches the interest of more travellers. Scenic’s Canada product manager Simone Bezzina told travelBulletin that Canada remained one of the operator’s key markets, representing its second largest product market behind Cosmos last Europe. She noted a sustained increase in sales as Australians continue to view Canada as a bucket list item, with bookings minute deal for Scenic’s Alaska land and cruise packages also increasing ALASKA/CANADA 2016 30% in 2015. COSMOS is offering a discount of $300 per couple for travel on its “There has been an acquired interest in the Yukon for the flagship Canadian & Alaskan Masterpiece itinerary. northern lights and we are seeing more interest in later departures The majestic wilderness of the last frontier sparkles with awe-inspiring wonder when discovered Released to coincide with the tail end of the 2015 season, the where it’s possible to see the northern lights,” she said. with Crystal. From its breathtaking glaciers and impressive wildlife to its rich Tlingit heritage and fascinating gold-rush lore, here is a land that enchants everyone who visits. deal is expected to sell out in the coming weeks, with departures Bezzina also signalled a shift in Scenic’s key demographic to Crystal Serenity offers a choice of seven departures of 7- to 10-days in duration from June through scheduled from May to September. a younger and “more active” market, adding that itineraries have August. Cruise-only fares start from US$3,165* per person double occupancy (V6312). Including sightseeing in Vancouver, Banff and Victoria, the 19-day evolved in line with the changes. Activities on the Scenic Futures To maximise your shore-side exploration, our collection of optional Crystal Adventures offer guests a variety of unparalleled options from active adventures to leisurely sightseeing. tour features a Rocky Mountaineer rail journey and travel on the program now include active options such as dog sledding in the Sulphur Mountain Gondola in Banff National Park. Highlights include winter, the chance to meet a Canadian Mountie, and travel on a THE ALL INCLUSIVE CRYSTAL EXPERIENCE® travel to the Glacier National Park, the Icefields Parkway and Lake horse drawn sleigh. On board, indulge in the finest services and amenities at sea including: Louise. Also included is a seven-night cruise to Alaska taking in Scenic offers seven itineraries in Alaska and 21 in Canada, • Select fine wines, champagne and premium spirits in all restaurants and bar service throughout the ship • Up to seven evening dining options* • Award-winning entertainment • All non-alcoholic beverages including Glacier Bay, Inside Passage, Skagway, Juneau and Ketchican. including the Rockies & Alaskan Cruise. The 22-day land and bottled water, soft drinks, fresh juices, teas and coffee served throughout the ship • 24-hour room service While prices generally lead in from $232 per person, entry level cruise package covers Vancouver, Victoria, Kamloops and Alaska • Pre-paid gratuities for housekeeping, bar and dining staff • Golf clinics with PGA instructors • Spacious 360° teak Promenade Deck • Pilates, yoga and spinning classes • and so much more • options are now sold out with options on Rocky Mountaineer’s from $11,745. The Rockies & Voyage of the Glaciers covers

Silverleaf and Goldleaf service remaining. Total costs lead in from similar ground but also includes a riverboat cruise in Fairbanks FOR RESERVATIONS AND BROCHURES CONTACT WILTRANS INTERNATIONAL - 1800 251 174 $5023 including accommodation, service charges and some meals. from $13,260. * Cruise fares subject to review 30 April 2015, at the time of your purchase, fares may be higher. Fare quoted in US dollars, per person, based on double occupancy for V6312 Vancouver to Anchorage in accommodation category C3. All itineraries, fares, programs and policies are subject to change. Other restrictions and terms and conditions apply. Contact Wiltrans International for full terms and conditions. ©2014 Crystal Cruises, Inc. Ships’ Registry: The Bahamas. Issue date: 21 April 2015 44 travelBulletin MAY 2015 Canada & Alaska

Rail Plus add-ons Aussies warm to new

Rail Plus is offering a number of savings for bookings Albertan attractions secured by 29 May, including a free additional hotel night in Seattle, Vancouver of Calgary for packages of four days or more. Bookings of seven nights or more also receive a free city tour or airport transfer in addition to the free night of accommodation. The deals apply to selected Moraine Lake, Banff National Park, Imagea.org. CC bit.ly1CmncYR 2015 departures. Rail Plus offers a comprehensive range of rail THE Canadian province of Alberta Qantas and Air New Zealand has journeys across Canada including travel on the Rocky is capturing the interest of more helped to deliver a boost to Canadian Mountaineer and VIA services such as The Canadian Aussies as new attractions come tourism, Doyle said there was still which recently unveiled a new luxury Prestige Class. online and more competitive airfares room for improvement with the uptake Linking Toronto to Vancouver, the journey covers hit the market. of self-drive itineraries. around 4500 kilometres including the lakes in Australians have long had an affinity “Self-drive is an area we would Northern Ontario, the western prairies and the Rocky with Canada thanks to a shared like to see more growth. Australians Mountains. The service, which carries over one hundred appreciation of adventure and wildlife don’t need any special international thousand passengers each year, also received a $22 experiences, but Travel Alberta’s license and the roads are very wide million overhaul in 2010-2012 as part of an extensive market development director for making it an easy way to get around,” modernisation project. Australia Lizzie Doyle told travelBulletin she commented. While Rail Plus offers a range of tran product, the that interest in Alberta was growing as Doyle said awareness was the key company also creates tailored itineraries incorporating awareness increases and new nature to ensure Australians realised the non-rail content such as hotels, cruises, city stays and experiences emerge. simplicity of self-drive holidays in sightseeing experiences. Agents also have access Caving tours and learn-to-play ice Alberta, and reiterated the value of to the company’s dedicated Canada division which is hockey experiences are new to the the trade in conveying the message staffed by specialist consultants with in-depth product line-up in Canmore, while 2016 will to consumers. knowledge and on the ground experience. also see the launch of the Banff Travel Alberta last month rolled Contact www.railplus.com.au or phone a Rail Plus Winter Magic Tour including horse out a new online training platform specialist directly by calling (02) 8779 4828. sleigh rides, snowshoeing and a visit featuring presentations and pre- to the Wildlife Sanctuary. recorded webinars on tourist hot Available through Adventure World, spots. Including links to fact sheets prices for the seven-day tour lead in and brochures, the e-course also from $1840. includes training presentations from Winter tours are also winning NTOs and information to help agents favour among Australians, with travel to fine tune their product knowledge. in Jasper and the Icefields Parkway Additional webinars are in the into Banff National Park stand out pipeline for Alberta’s ski offering in performers, Doyle added. the Rockies. While increased air access from n www.travelalberta.com.au/trade

ALASKA/CANADA 2016

The majestic wilderness of the last frontier sparkles with awe-inspiring wonder when discovered with Crystal. From its breathtaking glaciers and impressive wildlife to its rich Tlingit heritage and fascinating gold-rush lore, here is a land that enchants everyone who visits. Crystal Serenity offers a choice of seven departures of 7- to 10-days in duration from June through August. Cruise-only fares start from US$3,165* per person double occupancy (V6312). To maximise your shore-side exploration, our collection of optional Crystal Adventures offer guests a variety of unparalleled options from active adventures to leisurely sightseeing.

THE ALL INCLUSIVE CRYSTAL EXPERIENCE® On board, indulge in the finest services and amenities at sea including: • Select fine wines, champagne and premium spirits in all restaurants and bar service throughout the ship • Up to seven evening dining options* • Award-winning entertainment • All non-alcoholic beverages including bottled water, soft drinks, fresh juices, teas and coffee served throughout the ship • 24-hour room service • Pre-paid gratuities for housekeeping, bar and dining staff • Golf clinics with PGA instructors • Spacious 360° teak Promenade Deck • Pilates, yoga and spinning classes • and so much more •

FOR RESERVATIONS AND BROCHURES CONTACT WILTRANS INTERNATIONAL - 1800 251 174 * Cruise fares subject to review 30 April 2015, at the time of your purchase, fares may be higher. Fare quoted in US dollars, per person, based on double occupancy for V6312 Vancouver to Anchorage in accommodation category C3. All itineraries, fares, programs and policies are subject to change. Other restrictions and terms and conditions apply. Contact Wiltrans International for full terms and conditions. ©2014 Crystal Cruises, Inc. Ships’ Registry: The Bahamas. Issue date: 21 April 2015 Canada & Alaska

travel up to Quinell and on to Jasper. Speaking at length with travelBulletin, Rocky Full steam ahead for Mountaineer director APAC Robert Halfpenny explained that the changes followed the release of new research Rocky Mountaineer last year which showed that travellers were seeking more circle journeys and more on-train days. “We never would have thought that passengers wanted to spend more time on the train – so we’re heavily investing in improving our service to keep them coming back,” he said. Halfpenny said the operator was making gains with up to two million passengers each year – a third of which are from the Australia market – but he conceded that there was always room for improvement. “We’ve had four record breaking years out of Australia, but we are doing what we can to get another run at it this year,” he said, adding that early indications were “promising”. In other changes, Rocky Mountaineer is discontinuing its entry level Red Leaf service in 2016 and adding more CANADIAN icon Rocky Mountaineer is rolling out a series of changes Silver and Gold carriages with the plan of having 20 Silver Leaf to its 2016 program as the rail operator looks to revamp its offering carriages in service within the next three years. and win over more repeat travellers. “Silver Leaf has done better than we expected and it was Much work is going on behind the scenes as the operator cannibalising our Red Leaf, so we’re cutting it and heavily investing in prepares for the launch of its 2016 season, with next year’s release more luxurious carriages,” he said. to see the launch of more circle journeys which travel to and from Halfpenny said the weakened Australian dollar against the the Rockies on different routes. Greenback was “concerning” for the operator as most passengers New itineraries featuring more days on the train will also be extend their stay with travel to the US, and reiterated the importance included, and the flagship Western Explorer tour will be reduced from of the trade in delivering new bookings. eight to six days and operate as a circle journey. “Direct bookings are just not going to happen for us, so the trade In other changes, Rocky Mountaineer will also pull the pin on are absolutely critical for us. As a long haul luxury product, people its day trips to Whistler which have been operating for 15 years, want help with their bookings so our strategy is to really drive our instead rolling out a three-day package with a night in Whistler and message to travel agents,” he said.

Canada and Alaska have something for every type of traveller, from young couples to families and retirees. But as Infinity manager and Canada Q&A specialist Anna Kearney explains, targeting the sell is crucial to success.

Is there much interest in Canada from doing a helicopter tour over the Rockies, Australian travellers? and going snowboarding in winter. Yes, but not as much as the US. Canada still seems to be more of a group touring What are Canada’s top three selling points Any tips on how to sell Canada/Alaska? destination rather than FIT which needs from an agent’s perspective? Advise your clients to spend all their time to change. Canada is so easy to explore The northern lights and the Rockies, as outside, and to be adventurous. Exploring independently and there’s so much to see. there’s so much beauty and adventure. the wonder of the outdoors is easy in Also, the French culture on the east side of Canada and Alaska. Hiring a car and driving Which provinces are most popular? Canada which is also home to Niagara Falls. between towns can be time consuming but British Columbia and Alberta are definitely it’s worth the scenery on the way. the most popular. Aussies flock to Whistler What about Alaska? It seems to have There is always an amazing time of year to and the Rocky Mountains as they’re iconic dropped off the radar in recent years – is travel to Canada. destinations for Canada. there much interest among Australians? Not as much as there should be, and really What do you love about Canada/Alaska? What kind of places and activities would only for cruises rather than independent Both destinations offer incredible natural you recommend? travelling. It’s not advertised here enough. beauty and multicultural cities. The people I highly recommend the Rockies area Denali National Park is incredible but not are extremely friendly and laid back, and including Banff, Lake Louise and Jasper. very easily accessible. make visitors feel right at home. Travellers Self-driving is one of the best ways to get will feel an incredible sense of belonging around as the highways are so easy to What kind of activities are most popular? in what I call the Motherland and they will navigate. I would recommend driving up the Snowboarding and skiing in the winter miss it as soon they leave, always wanting Columbia Icefield and stopping off to do the months, wildlife tours, and city tours. to go back and experience more of the Athabasca Glacier, and it’s definitely worth wonder it has to offer.

46 travelBulletin MAY 2015 Incredible sights at an amazing price!

Priced from $265 per day Canadian & Alaskan Masterpiece With Cosmos, your clients enjoy 19 days from Vancouver to Vancouver

the benefits and convenience of 12 day land tour including 2 day Rocky Mountaineer SilverLeaf rail journey, 7 day Alaska Cruise aboard Holland America’s MS Volendam escorted travel, along with plenty of Visit Columbia Icefield, Butchart Gardens, National Parks & Lake Louise from $5023 per person twin share 2015 free time to explore and DEPARTURES Quality Accommodation Professional Tour Director SAVE $300 immerse in local culture. First-class motorcoach Visits to must-see sights per couple*

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*Terms & conditions: Save $300 per couple offer valid for new bookings to 30 May 2015. Prices correct as of 15 April 2015 and include savings of $150 per person. All care is taken to promote correct pricing at time of printing, is subject to tour availability and will be confirmed at time of reservation. From $5,023* per person, twin share departing 18 July 2015 includes 19 day tour (Silverleaf & Inside Cabin), taxes, cruise line non commissionable fare, government taxes, and fees of $502. Optional pre-paid gratuities for Tour Director and Driver are an additional $113 per person. Non-refundable, non-transferable deposit of $250 per person/per tour required within 14 days of reservation. Repeat Traveller Discount: must be a Journeys Club member and quote membership number at time of booking to receive 5% discount on the land-only portion of the core tour and twin share price, not including extra nights’ accommodations, extensions, taxes/fees, tips and supplements/reductions. Offer can be withdrawn or amended at any time without notice. Additional may restrictions apply. For full terms and conditions refer to the 2015 Cosmos United States & Canada brochure or visit www.cosmostours.com.au. Licence: 2TA000637 Canada & Alaska THE CANADIAN WAY Aussies have a strong affinity with Canada, but the countries couldn’t be further apart in some ways – and not just geographically. Here are five quintessential Canadian experiences that are sure to whet the appetite of Australian travellers.

Whitewater rafting in BC 1 With over two metres of annual snowfall in some areas of British Columbia, the rapids are raging come springtime. Slocan River just outside of Nelson ticks all the boxes for adrenaline junkies and oldies alike, with guided tours on gentle rivers and hardcore Class IV rapids. Nelson Whitewater Rafting offers tours from May to September including all gear, training and transfers. n www.nelsonwhitewaterrafting.com

Niagara Falls 2 Attracting around 30 million visitors every year, Niagara Falls hardly needs an introduction. Pumping out around 568,000 litres of water per second, it’s no surprise that visitors make the trip to Ontario to see the turbulent rapids. Niagara Helicopters offers year round guided tours complete with individual headsets and taped commentary. It’s all over in about 12 minutes, so best to take the camera on this one. n www.niagarahelicopters.com

Catch an ice hockey match 3 Aussies may have a soft spot for footy, but Canadians put us to shame with their love of hockey. Catching a home stadium ice hockey game is a sure crowd pleaser – it’s fast, rough and has its own thrill. Each province and region has its own team so you can track down the right match for your clients from October to April. Tickets are generally purchased on the ground.

Eat poutine 4 The tastiest food is always devastating for the waist line, and the same can be said for Canada’s French-Canadian classic, poutine. The ingredients are simple – hot chips, fresh cheese curds and oodles of brown gravy. Recipes vary between provinces but no matter where your clients manage to get their hands on it, piping hot poutine is damn delicious.

Wine tasting in the 5 Okanagan Valley

Known as the Napa Valley of the north, the Okanagan Valley’s warm climate produces some tasty drops that won’t disappoint. A number of tour operators service the region including Okanagan Wine Country Tours and Uncorked Wine tours. There is also plenty of accommodation ranging from 3 to 5 star.

48 travelBulletin MAY 2015 Great Train Journeys OF THE WORLD

Rail Plus operates a dedicated Canada division staffed by specialist consultants, who can offer expert advice and help create tailored itineraries for your clients.

Rocky Mountaineer

Contact our dedicated Canada consultants for further enquiries: P: (03) 8779-4828 E: [email protected] W: www.railplus.com.au KOREA

Winter in Myeong-dong, Ha Jeong Jeong, CC: http://bit.ly/1HoiSAl Real awakenings: KOREA Uncovered Divided by a militarised border, Korea has struggled to make the cut when it comes to the tourist map. But with seductive landscapes, 5000 years of rich history, and a buzzing metropolis that rivals some of Asia’s most frequented hubs, there’s more to Korea than capitalism and politics as Catherine Marshall writes.

HE landing into South Korea connected to the mainland by two bridges and some specimen of history and culture, world is quite fantastical. My Korean the mainland in turn is connected to South heritage and design, fashion and cosmetics, Airlines jet sinks gently from the Korea’s abundance of cultural, historical, trendy restaurants, bars and street food. sky west of the megalopolis of natural, culinary and modern wonders that The fact that its safety record is comparable Seoul and touches down on a are slowly coming to the attention of astute with that of Japan provides yet another Trunway which, until fairly recently, was ocean. Australian travellers. incentive for visitors to consider it as a Now the gateway to South Korea, Incheon holiday destination. International Airport sits on the piece of The essence of Korea is I focus my own explorations on Seoul, the land which was reclaimed and connected to thrumming capital city of South Korea, and two smaller landmasses to create ‘easily discovered in the am surprised to find that although its broader Yeongjongdo Island. limits contain some 23 million people – The construction was part of a mammoth lanes and alleyways that the same size as the entire population of project aimed at accommodating a dramatic spread outwards from Australia – it is well-ordered and neat-as- increase in travellers to South Korea. a-pin. Even the bustling city streets feel Featuring a golf course, spa, ice skating rink, Seoul’s main roads friendly and navigable – an atmosphere casino and the Museum of Korean Culture, it ’ that is enhanced by the 11 kilometre was recently named by Skytrax as the world’s Last year, 141,201 Australians and 30,805 long Cheonggyecheon Stream, once an second best airport, just one step behind New Zealanders visited Korea, and in January elevated concrete highway which has been Singapore’s Changi Airport. this year, Korean Tourism Organisation (KTO) transformed into a waterway flanked by trees, But while Incheon International Airport recorded an 11% increase in tourist numbers sculptures, self-guided walking routes and conspires to detain visitors with its array from this region. Korea’s attractions are nooks for quiet contemplation. The stream is of activities, the lure of what lies beyond self-evident; around every corner of this set below street level and flows right through is too great. Yeongjongdo Island is itself densely-populated yet orderly country lies the city.

50 travelBulletin MAY 2015 KOREA

The essence of Korea is easily discovered in the lanes and alleyways that spread outwards from Seoul’s main roads. Dami Im’s Top Five Multilingual ambassadors from the Seoul Tourism Association – clothed in easy-to-spot red T-shirts – patrol the tourist hot spots and Korea is a unique blend of old meets new, but it’s also an untapped point me in the right direction. I lunch on destination for Australian travellers. X Factor Australia winner Dami bulgogi (marinated, barbecued meat served Im shares her top tips to make selling Korea a cinch. with cellophane noodles), and kimchi (Korea’s famous fermented cabbage). Jeonju Hanok Village I am mesmerised by street vendors selling Located in Korea’s southwest, this boiled silkworms and spinning kkul tarea, village comprises more than 700 a feathery sweet made from cornflour and preserved, traditional Korean homes. fermented honey. I take afternoon tea with The very antithesis of bustling Seoul, a group of felines at one of the city’s hugely Jeonju Hanok Village is known popular cat cafés in Myeong-dong, a hip among locals as ‘slow city’, and it is shopping precinct which sells edgy clothing, here that your clients will find Korea’s trendy food, futuristic cosmetics and – as very best bibimbap (a signature dish 1 is the way in modern Korea – ubiquitous of rice and vegetables). cosmetic procedures. It’s places like Myeong-dong that are helping to redefine Korea’s tourist Haeundae Beach demographic. While the country has tended Beaches aren’t front of mind when it comes to be more popular among the mature, to Korean holidays, but resorts line the shore well-travelled market, younger travellers are 2 at Haeundae Beach in Busan throughout the taking note of its reputation as a global summer months. The sea is also good for leader in pop culture, fashion, food and sustenance and fresh fish can be bought at the cosmetics. So keen was KTO Australia to famous Jagalchi Seafood Markets. capitalise on this potential, and help grow tourist numbers to a projected 20 million this year, that it appointed The X Factor 2013 Samcheong-dong winner Dami Im as an Honorary Tourism Located in the heart of Seoul and Ambassador for Korea in Australia. running parallel to Gyeongbok “We think that Dami’s background as a Palace’s wall, this quaint and Korean Australian and her great love of her peaceful side street is a culture birth country, as well as her huge fan base vulture’s delight, brimming with and connection to many Australians through cafes, antique shops, museums and her music will make her the perfect tourism galleries, craft shops and famous ambassador for Korea in Australia,” Korea dumpling and noodle restaurants. Tourism Organisation director Sang Weon 3 Je said. It’s a strategy that has paid off, with the organisation’s online campaign which DMZ promoted Dami’s five top Korea destinations Politics and conflict are never far away, with attracting four times the amount of traffic the Korean Demilitarised Zone site just 50 compared to regular promotions. The move kilometres north of Seoul. Visitors to South has also succeeded in promoting Korea as Korea can take part in various tour programs more than just a futuristic megalopolis as it 4 along the 250km long DMZ which serves as a is so often represented. buffer between North and South Korea. As a Korean Australian, Dami has insider knowledge of the experiences likely to resonate with Aussies (see right). Her top Seoraksan National Park picks move beyond the city I’ve so ravenously Soaring granite mountain peaks, explored to reveal a country filled with deep valleys filled with Buddhist even more enriching experiences, from the temples and icy streams, and wildlife ancient to the new. such as Asian black bears, otters As travellers continue to search for and Siberian flying squirrels – these meaningful and transformative travel are just some of the wonders experiences, the breadth of product in the that await for visitors travelling to adventure travel market represents a great the wilderness region that lies on 5 opportunity for agents. Korea’s east coast.

travelBulletin MAY 2015 51 KOREA www.k o re a n a ir. co m Agent Know-How Korea Tourism Organisation has all the insider knowledge on the best time to travel to Korea and where to find the top attractions. The NTO also shared some tips on how to sell the destination to clients.

How can travel agents improve their knowledge of Korea? Korean Our local website www.visitkorea.org.au is a great place for travel agents to gain knowledge about Korea easily and quickly. The website is aimed at the Australian market popularity and allows agents to learn about Korea’s major attractions, cuisine, culture and more. It boost also includes a list of travel deals and products available to Korea from this market.

What training is available to agents to improve their product knowledge? KOREA is gaining popularity for stopovers by We have an online education program on our website where agents can also download Australian travellers, as clients look for an e-books, guides and maps. Visit bit.ly/1JLtuHw for details. alternative transit port when travelling on to Europe. What kind of travellers are generally interested in Korea? While Korea has traditionally rated Most Australians travel to Korea to experience its 5000 years of culture and history, its highly on the agenda for Chinese tourists, UNESCO World Heritage sites, and its world class cuisine. There is also much interest it is also winning favour as a stopover from young people to see Korean Pop (K-Pop) and the whole fashion and youth scene. destination for Australian travellers, according to TaiwanHolidays marketing What are the key attractions for Australian tourists? manager Ann Hung. The capital of Seoul is on everyone’s list as there is so much to see and enjoy in the C “Korea is the new stopover destination in city. Outside of Seoul, popular destinations are the ancient capital of Gyeongju in the M Asia because Australians want a break from south east corner of Korea, the port city of Busan with its famous fish markets, as Hong Kong and are curious about Korea,” well as Jeonju with it’s beautiful 400 year old Hanok Village. Unknown to some, 70% of Y

Hung said, adding that baby boomers were Korea is mountainous so there are great opportunities for nature lovers, cyclists and CM leading the trend. “There is also more interest skiers to enjoy the beauty of nature. MY for Korea’s culinary experiences and culture.” How does Korea’s price point compare to other Asian destinations? CY

Korea is a relatively reasonable country to visit in terms of price. There are many CMY Not many Australians accommodation options and dining is reasonably priced compared to Australia. Getting K ‘are aware that Korea is around the country is also relatively inexpensive – a seven-day rail pass costs around $180 through Rail Plus. very beautiful around the Any tips for travel agents wanting to sell Korea to Australian travellers? cherry blossom season Many Australians have travelled extensively in Asia, and Korea appeals to Australians ’ who have a great interest in the culture and history of Asia. It’s also a great place for While awareness of Korea’s attractions dining, shopping and entertainment. was “lagging” in the Australia market, she said the destination was seeing an upswing And finally, how can travel agents join famils to Korea? in inquiries, particularly around the cherry Famil trips are generally organised by airlines, and KTO usually offers on the ground blossom season in March. support in Korea. “Not many Australians are aware that Korea is very beautiful around the cherry blossom season in the Busan area. In fact Direct aisle access it’s one of the best times to visit,” she said. Because you canÕt always choose While stopover stays of three to four who you sit next to. nights remain the most popular in the Experience Prestige Class, the most comfortable way to fly. Relax in Australia market, Hunt said longer stays the privacy of our spacious Prestige Suites, knowing that direct aisle of up to 10 days were also on the rise. access guarantees youÕll never disturb anyone, or more importantly, More Australians are also combining travel be disturbed. And with a larger screen and more advanced AVOD, to Korea and Japan, and tagging travel to itÕs like having your own home entertainment system in the air. Taiwan onto their journey, she added. Fly the only Business Class that puts you first. TaiwanHolidays offers a four-day Seoul Departure 0745 Daily 1750 Arrival Stopover package including transfers from Sydney Seoul Incheon Airport from $610 per person. The Arrival 1845 Daily 0615+1 Departure eight-day World Heritage Historical Korea tour also leads in from $2670 per person. Sydney : 02 9262 6000 / Brisbane : 07 3326 6000

52 travelBulletin MAY 2015 www.koreanair.com Seoul Arrival Departure +1 0615 1750 Daily Daily 0745 1845 Arrival Departure Sydney Experience Prestige Class, the most comfortable way to fly. Relax in most comfortable way to fly. Experience Prestige Class, the direct aisle of our spacious Prestige Suites, knowing that privacy the or more importantly, never disturb anyone, access guarantees youÕll screen and more advanced AVOD, be disturbed. And with a larger air. your own home entertainment system in the itÕs like having first. puts you Business Class that Fly the only Direct aisle access aisle access Direct always choose Because you canÕt to. next who you sit Sydney : 02 9262 6000 / Brisbane : 07 3326 6000 Sydney K Y M C CY MY CM CMY KOREA

Korean Air global fleet boost Korean Air has added another fuel efficient aircraft to its global fleet with its new A330-300 now operating on Australian services to South East Asia. The aircraft, which came into operation last month, joins the fleet serving on Korean Air’s routes to Sydney, Brisbane, Singapore and Oceania. The latest addition marks Korean Air’s Kumsusan Memorial Palace, John Pavelka, CC: http://bit.ly/1by5nRx 18th A330-300 aircraft, with the carrier also planning to introduce three more to the line up by the end of the year. The additional A330s-300s will be Northern wanderings fitted with a revamped business class, North Korea’s tourism industry may be and the American intelligence ship which was called Prestige Class, which features a fraction of its southern counterpart, but captured by North Korea in 1968, the USS privacy panels between seats, individual Perth-based adventure travel operator Travel Pueblo. ottomans and new in-flight entertainment Directors is continuing to operate a fully The 13-day tour also includes a live systems. All seats are fitted with faster inclusive tour for up to 15 passengers. performance at the Arirang Festival before audio and video-on-demand systems, First launched in 2008, the ‘North Korea: circling back to Beijing and onwards to mood lights and reading lamps. A Hidden World itinerary’ begins in Beijing Australia. for two nights before joining the K27 Express Departing 29 August, prices lead in train through to Pyongyang. from $10,590 per person including return Passengers have the chance to stop at economy airfares from all Australian capital the Demilitarised Zone (DMZ) which was cities, ground transportation, accommodation constructed at the end of the Korean War with most meals, and transfers and visas. to separate North and South Korea. Also Group sizes are limited to 10-15 pax. included is travel to Kim Il Sung’s mausoleum n www.traveldirectors.com.au

While Korea has been slow to register on the radar of many travel agents, it holds many attractions for Australian travellers, as Mandarin World Q&A Tours’ Tracey Olsen explains. How popular is Korea among Australian village. Seoul is a must for its shopping, to avoid the cooler travellers? and Gyeongju is a fantastic historic village. months from December to February. Korea is more popular as a stopover I would also recommend Andong and its destination than as a stand alone Bulguksa Temple which is UNESCO World Seoul is the gateway to Korea – which destination for Australians. Heritage listed, Wonju to see the Chiaksan hotels would you recommend in the city? Mountain and Seom River, PyeongChang For four-star in Seoul we use the Manu How easy is it to sell as a holiday rather to see the venue for the 2018 Olympic Hotel, and for five-star we recommend the than a transit destination? Games, and Gangneung to enjoy the Hyatt, Hilton or Marriott. It can be difficult but it is getting easier and beautiful rainforests. people are becoming more intrigued by its Any tips for travel agents keen to sell skiing potential. Which off-the-beaten-track areas do you this emerging destination? recommend to your clients? Korean Airlines is easy to fly with at a very Korea is one of many Asian countries Gongju, Buyeo, Jeonju, Gwangju, Suncheon, competitive price. Korea also has a great competing for the attention of Australian Yeosu and Jinju. metro system, good food, great service travellers – what does it have to offer and amazing sights. that other destinations don’t? What activities would you include on the Good shopping, good food with spicy first-time visitor’s itinerary? What are your five top dishes, drinks and cuisine, friendly people, and modern cities. The Bukchon Hanok Village tour, a Seoul delicacies? City shopping tour, the Gangnam tour and I would recommend seolleongtang (ox Which attractions do you recommend for also a live show in the Nanta Theatre. bone soup), sundubu jjigae (tofu stew), first time visitors to Korea? yangnyeom tongdak (seasoned fried Seopjikoji on Jeju Island for its beautiful When is the best time to visit Korea? chicken), and hoddeok (sweet, syrupy and spirited garden, its seashore and folk Any time is good to visit but it’s best pancakes).

54 travelBulletin MAY 2015 Korea Tourism Organization Sydney Office Tel: +612 9252 4147/8 Email: [email protected] Website: www.visitkorea.org.au hawaii

By Lee Mylne

USTRALIAN families are flocking to Hawaii in increasing numbers, keen to experience the soft adventure and culture of the many islands. AWhile Hawaii’s romantic appeal for couples and honeymooners has not waned, families with children are the strongest growth market for Australians travelling to Hawaii. “We’ve seen great growth over the past three years,” says Hawaii Tourism Oceania (HTO) country manager Australia Ashlee Galea. “In 2012, 19.5% of Australians travelling to Hawaii were families with children, but now that number is 29%.” Seeing that growing trend, HTO has developed a dedicated guide to help Australians plan their family holiday to the Hawaiian Islands. Galea says it is a useful tool for agents, as well as being something they can give their clients. “Hawaiian Airlines flights leave Sydney at 9.20pm and fly through the night which makes an easy transition for people travelling with children,” she says, adding that the islands’ many soft adventure options make Hawaii a popular choice for parents with “tweens or teens”. Over the past five years, Australians have become more aware of the attractions of the

56 travelBulletin MAY 2015 HAWAII

Need to know Getting There Air access from Australia to Hawaii is a cinch, with Qantas, Hawaiian Airlines, Air New Zealand, United and Jetstar all operating regular flights. When To Go Summertime between May and September is the best time to make the most of the weather. Currency Hawaii uses US currency, with one US dollar trading at around A$0.76 at the time of going to print. Languages Language is no problem for Australians, with English and Hawaiian the national languages. Getting Around Most inter-island travel is by plane but there are also ferry services between some islands. Car rental is the best way to discover All images courtesy of Hawaii Tourism Authority Lana’i and the Big Island, with a 4WD vehicle recommended for travellers venturing off the beaten track. “neighbour islands” and have increasingly bonuses, double reward points for specific Public transport is available but can travelled beyond Oahu. properties, and exclusive familiarisation be time consuming and difficult to get “We have recognised how important it is invitations. It has also recently released around. Hertz, Thrifty, Avis and Budget for people to be able to differentiate between its 2015 Travel Professionals Guide which Car Rental all have offices on the each island, as each has its own unique includes detailed information on Outrigger’s ground in Hawaii. offering. We are looking at more consumer 24 properties on Ohau, Maui, Hawaii (The Big brand activity and trade training this year to Island) and Kauai. highlight the personalities of each island,” Outrigger’s vice president sales and says Galea. marketing Asia Pacific Mark Simons says and do movie tours. It’s really great for Mahalo Month, now in full swing, is also the hotel group hopes to have up to 2000 teenagers.” an opportunity for agents to learn more Australian agents in the program by the end Just a 25 minute flight from Honolulu, about Hawaii, with twenty partners from of the year. Kauai also has three rivers, long stretches Hawaii taking part in the annual Australian “Outrigger Hotels and Resorts believes in of white-sand beaches, and a long list of road show this year. rewarding travel agents for their hard work adventures on offer. Hawaiian-based Outrigger Resorts vice and business as we know that travel agents Galea says the family guide has president corporate communications Bitsy are a vital piece of our overall success,” he information on what specific hotels offer, Kelley, who travelled to Australia last month, says. “Travel agents generate a massive including Keiki Clubs (kids clubs), children’s agreed that Hawaii was a great destination amount of business for Outrigger through menus at restaurants and other family for Australian families looking to indulge their direct bookings and wholesalers.” friendly features. love of the outdoors and the ocean. Whether it is diving with turtles, canoeing, Australians nominate “rest and relaxation” Australia is a key source market for renewing wedding vows or surfing, Kelley as the top reason for travelling to Hawaii, with Outrigger Resorts, representing about 12-15% says Hawaii offers a cultural experience that 43% of travellers being couples, and 20% of guests, all who are looking for a variety of travellers are keen to experience. extended families or friends travelling for experiences, Kelley says. After Oahu, Maui remains the second special occasions or family reunions. “The family market is big, but we cater to most popular destination in Hawaii, followed The second most cited reason for a Hawaii all ages and all types of travellers, including by Hawaii Island and Kauai, which HTO’s holiday is shopping, followed by food and business travellers and young people looking Galea says is the most “under-discovered” wine. Other top activities include sightseeing, for shopping or nightlife,” she says. of the islands. historical places, surfing and swimming, and As part of its aim to “incentivise and “Only 10% of Kauai is developed, and the beaches, Galea says. educate” travel agents as key partners, the interior is untouched natural beauty. You The Hawaii Family Guide is a valuable Outrigger Expert Agent Program is planning can go mountain tubing on former irrigation resource which is now available online. some future changes which include booking channels, zip lining, horse riding, bike riding, n gohawaii.com/au/statewide/family-guide

travelBulletin MAY 2015 57 hawaii

HTO training heads online Hilton Hawaiian about the islands of Hawaii, the 14-minute Village Waikiki webinars are presented by Deanna Isbister from Big Island Visitors Bureau. Hilton Hawaiian Village Waikiki Beach Hawaii Tourism Oceania country manager Resort has completed a five-month, Australia Ashlee Galea says the videos US$21 million renovation of its 17-storey provide agents with an overview of the Diamond Head Tower. islands without having to leave their desks. The top-to-bottom transformation More training videos will be released includes the refurbishment of all 380 throughout the year to complement the guest rooms and suites, corridors and the existing line up of webinars. hotel lobby. Hilton’s Diamond Head Tower HAWAII Tourism Oceania has created a Hawaii Island is the youngest and offers sweeping views of the Pacific Ocean dedicated YouTube channel for its new series largest island in the Hawaiian chain and is and resort views overlooking the village’s of destination training videos. remarkable for more than just its size. Among 22 acres of tropical gardens. Following the successful release of its first the highlights are Kilauea, one of the most All guest rooms, including eight video focusing on Oahu, the recently released active volcanoes in the world, Puuhonua o suites and 48 junior suites, have been second module showcases Hawaii Island’s Honaunau, black sand beaches, snorkelling redecorated to provide a luxury beach- highlights. with manta rays, horseback riding in Waimea, house feel, incorporating indigenous- Designed to help travel agents learn more and sailing along the Kona Coast. inspired textiles with a contemporary but distinctly Hawaiian theme. Amenities include a Juliet balcony, a bar area with fridge and coffee maker, a Intrepid Hawaii foray a hit desk, flat-screen TV with premium cable THE launch of Intrepid Travel’s first Hawaii channels and a PlayStation 3 and in-room tours last year were a hit with adventure safe. travellers, with the small group travel The Diamond Head tower is one of five company adding two new departures this year accommodation towers in the complex, on the back of popular demand. with 2860 rooms. Intrepid Travel’s 10-day Hawaiian Highlights Hilton Hawaiian Village fronts the widest trip is a small group multi-day tour that takes stretch of white sand on Waikiki Beach travellers beyond the most popular beaches, and has five swimming pools including an shopping and tourist sites to explore the less exclusive one for guests of the Ali’i Tower. touristy side of the islands. A full range of water sports are also on Local leaders take travellers to spot offer including surfing, snorkeling, stand humpback whales in Maui, surf at lesser- see more than a deck chair or shopping mall up paddleboarding, catamaran cruises and known beaches, explore the world’s largest in Honolulu,” says Intrepid Travel managing submarine rides. and most active volcanoes, and kayak or zip director James Thornton. The resort also has 18 restaurants and line on Kaua’i, the least developed island in “There are plenty of moments to bask in lounges, free daily cultural activities, the the Hawaiian archipelago. the sun, but the national parks, wildlife and Waikiki Starlight Luau and more than 90 While Hawaii is often considered a volcanoes create those lasting memories.” shops and services. Also on offer is Camp romantic destination, Intrepid’s first Hawaiian Intrepid expects to see further growth in Penguin; a children’s program for kids aged tour has been particularly popular with numbers from Australia in 2015 as a result five to 12 years. solo female travellers, with more than 60% of the Qantas and WestJet alliance which of bookings in 2014 for single travellers. now enables travellers to fly to Vancouver Women outnumbered men by two to one. via Honolulu. “Hawaii isn’t just a fly and flop destination The Hawaiian Highlights trip is priced or a romantic getaway – it is a fascinating from $3220 per person and has eight more place for adventurous travellers who want to departures in 2015.

makeover for ncl’s hawaiian pride

NORWEGIAN Cruise Line’s Pride of America is sporting a number of major enhancements including 24 new luxury suites and staterooms, ship-wide wireless internet connectivity, and flat screen televisions. The cruise line’s signature restaurant Moderno Churrascaria is also on deck, with 19 dining options now available. To celebrate the new additions, Norwegian Cruise Line is offering reduced fares on most 2015 departures into early 2016, with prices leading in from $1460pp. The vessel covers all four main Hawaiian islands with overnight stays in Maui and Kauai.

58 travelBulletin MAY 2015 Kaua‘i is an island of immense natural beauty. Hawai‘i’s Island of Discovery is green, tropical and wild with rainforest covered cliffs, cascading waterfalls and lush vegetation. Choose Kaua‘i if you: • are attracted to nature • seek to escape and don’t like crowds • want to relax as your number one priority

O‘ahu is home to the State’s capital city Honolulu and world-famous Waikiki Beach. K AUA‘I Also known as the Heart of Hawai‘i, O‘ahu offers visitors town and country experiences. Choose O‘ahu if you: • are social and active • are attracted to urban experiences O‘A HU • want foreign, yet familiar culture

MOLOKA‘I

MAUI LANA‘I

Maui has quite a small population, making it a great place to escape the crowds. Year after year Maui, the Valley Isle, is voted the best island in the world by HAWAI‘I travellers and magazines alike. Choose Maui if you: ISLAND • like to have options • enjoy diversity of half-day adventures • are into soft adventure

Hawai‘i, the Island of Adventure, is an unrivalled expression of the power of nature. Here you can discover all but two of the world’s climatic zones and Hawai‘i’s only active volcano. Choose Hawai‘i Island if you: • are an active person and enjoy adventure • have a curious personality • seek unique experiences

CHOOSE YOUR OWN HAWAIIAN ADVENTURE

Hawai‘i’s six islands offer an incredible range of unforgettable holiday experiences. We invite you to join the Hawai‘i Travel Trade Resource Centre to learn everything you need to know about the Hawaiian Islands. Complete our online training modules, order travel guides and maps, access travel agent rates and so much more.

hawaiitourism.com.au/traveltrade [email protected] facebook.com/alohadownunder hawaii

Hawaii is a hugely popular destination for Australians. Everyone from honeymooners to families and those seeking soft adventure will find something to suit on the Aloha islands. Student Flights Wollongong team Q&A leader Ashley Jurd shares her top selling tips. What do Australians want to experience What are your top “don’t miss” most when they go to Hawaii? recommendations? What’s the top Everything! Most Australians are drawn This is a tough one, but I would suggest selling point for to Hawaii because it offers a balanced sending your clients to the north shore on Australian travellers? holiday. Travellers have the option to shop Oahu for at least two nights. The cocktails I would say a combination of amazing until they drop, experience the Hawaiian are fantastic! weather year round, and value for money. culture and activities, or just kick back Turtle Bay is simply amazing and everyone and relax. thanks me after sending them there. Is price a factor for Australians looking Another recommendation would be a at Hawaii as a holiday destination? Apart from Oahu, which island is the most Haleakala sunrise excursion while on Maui. Yes, price is a factor for most people. popular with your clients? I’m not a morning person but it’s worth the However, the value you get from a Maui is the most popular destination early morning rise. Also, advise your clients destination such as Hawaii outweighs the behind Oahu. However, The Big Island of to take a spare suitcase because the cost. You can experience so much in Hawaii is fast becoming an attraction to our shopping is crazy. one destination. clientele as it offers so much diversity. What do you recommend for first time visitors to Hawaii? Definitely stay on at least two islands, if not more depending on the time you have. You will fully understand why people fall in love with Hawaii and you will appreciate just how much there is to see and do.

NORWEGIAN’S SEE MORE OF HAWAI’I Seven days, four islands and two overnight stays Cruise from $1460 pp

For bookings & further information contact your preferreed wholesaler or visit www.norwegiancruiseline.com.au * Conditions apply. Price is inclusive of cruise fare, all relative taxes & surcharges/gratuities and is in AUD. Pricing is in AUD and subject to change without notice due to currency fluctuations. Pricing is correct at time of print 20 April 2015. Fares & pricing may be withdrawn at any time. Pricing is based on 28 Nov 15 departure in IX category. Every effort is made to ensure accuracy of advertisement, however Norwegian Cruise Line cannot be held responsible for printing or typographical errors arising from unforeseen circumstances.

StarCruisesHawaiiHP_1.indd 1 15/04/2015 3:36 pm Hotels & Apartments Concerns linger over sluggish hotel supply

By Louise Wallace in their agreement that demand is outpacing says there’s a “long way to go” until supply supply. But just how much is a point of lines up with demand in CBD locations where OTEL supply has long been discussion. occupancies often peak above 90%, the same a prickly topic in Australia. It The Accommodation Association of Australia goes for urban and regional centres. made headlines back in the claims that 500 rooms per year until 2020 will Quest Apartments chairman Paul early 1990s when investors be sufficient to meet demand without tipping Contantinou says urban and regional areas were throwing cash at new the boom and bust effect of the 2000s, while are finding their way onto the radar – not only developments,H and again in the 2000s when estimates of up to 1800 rooms per year have for corporate travellers who are increasingly Sydney was swamped with new properties also made the rounds. Trade and Investment doing business outside of the CBD, but also ahead of the Olympic Games. And as Minister Andrew Robb also told the Destination for investors. Australian visitor arrivals continue to trump Australia conference in March that Australia previous records while new hotel developments needs 80 more five- and six-star hotels and Supply is very tight and make modest gains, accommodation shortfalls “iconic resorts” to cater for an expected 10% ‘ are again making headlines. annual increase in international tourists over hotels that are coming online Industry groups such as the Tourism and the next five years. are really only meeting the Transport Forum and Australian Tourism But Accor Pacific chief operating officer Export Council have been waxing lyrical about Simon McGrath says the numbers debate growth in demand - they are the effects of inadequate room supply for plays second fiddle to the timing of new years, warning that it will tarnish Australia’s hotel developments. “There have been many not growing capacity appeal among global markets and see roving figures about the amount of new stock ’ room rates reach catastrophic levels. Their required, and while the need for a big number “Locational requirements for corporate concerns are not unfounded with the latest of new hotel rooms is clear, we need a slow travellers have changed as they have the Hotel Price Index showing that room rates drip feed of stock rather than a balloon all at capacity to work remotely and away from the are on the rise – now averaging around $177 once,” he told travelBulletin. CBD, and that’s where the [hotel] demand is,” a night Australia wide. Mantra executive director marketing and he told travelBulletin. The same goes for many According to the latest Deloitte Tourism distribution Kent Davidson agrees that regional towns which are “underserviced” by and Hotel Market Outlook report, occupancies sustained investment is the only way to avoid quality hotels despite significant population posted a new high of 68% nationwide in 2014, oversupply which sent hoteliers reeling in the growth, Contantinou added. marking a 2.2% jump on the previous year. 90s. But it’s an issue that he says demands While most overseas investors are throwing Sydney took the podium with an average 87% more information from higher up the chain. money behind top end hotels in major cities, occupancy rate last year followed closely by “Supply is very tight and hotels that are Contantinou expects more 3.5 and 4 star 86% in Melbourne, while Hobart and Adelaide coming online are really only meeting the properties in outer CBD areas will enter both posted 4% gains on occupancies over the growth in demand – they are not growing the pipeline in the coming years as market past 12 months. capacity,” he told travelBulletin. “In order conditions ripen. But with the Australia market With 75 new hotel developments in the to make headway we really need more often suffering a “lag” as investors wait pipeline over the next three years, supply is government sanctioned opportunities and for someone else to dip their toes into the making headway. But Deloitte forecasts that more incentives in place surrounding the market, he said it may still be some time until national demand for hotel rooms will grow at development of mixed use facilities.” more investors follow suit. double the pace of supply to December 2017, Market economics are improving on post “There is a major untapped segment for pushing nationwide occupancies to above 70% GFC levels and are now leaning in the favour of the four-star traveller. More properties will in the next few years. investors as visitor numbers grow. As Davidson emerge but it may be some time until the full There is no debate as to whether more put it: “There’s money to be made as demand potential of regional and urban developments supply is needed and experts are unanimous consistently outstrips supply.” And while he is realised,” he concluded.

travelBulletin MAY 2015 61 Hotels & Apartments

“The problem with our business at the moment is that we don’t have enough inventory and there is such strong demand. To continue to grow we need more properties and clearly that is what we’re doing,” he said. With limited hotel supply posing challenges for the group’s expansion plans, Davidson said Mantra was keen to take up opportunities as and when they arise. He stopped short of singling out a target figure but said the hotel group was looking to acquire “as many domestic hotels as possible”. “We jumped at the opportunity to buy Outrigger’s portfolio and immediately put an offer in place,” he said. With the four Outrigger properties expected to be fully operational under the Mantra brand by the end of the financial year, Davidson said the Outrigger portfolio MANTRA LOOKS TO was a “step in the right direction” as the hotel group looks to step up its domestic presence. DOMINATE DOMESTIC And with three other Mantra hotels opening in the same period including two in Hobart and a BreakFree hotel in MARKET Christchurch, the plan is starting to take MANTRA Hotels has been fattening up its But Kelley stressed that Australia was shape. Davidson confirmed that the Mantra domestic portfolio in recent years, but the on Outrigger’s radar, insisting that the Group had a “series” of deals on the boil Australian hotel group has made its plans group would “very seriously” look at other with many other acquisitions currently in the clear – more expansion is on the cards. opportunities on Australia’s east coast. pipeline. He also stressed that major cities Mantra had a busy year in 2014, adding She was unable to pin down a timeline were central to the plan, with particular a whopping 12 hotels to its portfolio in for when Outrigger would step back into focus on CBD properties. Australia and New Zealand. The group also Australia, instead claiming that the group “Our CBD properties operate at very made its mark early in 2015, swallowing remained “optimistic” that opportunities high occupancies and we want to continue Outrigger’s entire Australia portfolio back in would arise in the near future. to grow with more inventory if we can get March in a $29.5 million deal that will see our hands on it,” he said. “Australia is very Mantra take on Outrigger’s four beachside We jumped at the important for us and while we would like to properties in Queensland next month. move overseas when the time comes, we are It’s not the first time Mantra and Outrigger ‘opportunity to buy so frantically busy in Australia at the moment have signed on the dotted line, with that we are going to focus on domestic Outrigger selling off its Australian assets Outrigger’s portfolio growth for now.” to Mantra’s predecessor Stella Hospitality ’ for $91 million back in 2006. And much Mantra, meanwhile, wasted no time like last time, the deal was accompanied stepping in Outrigger’s place as it forges by an elaborate PR campaign to stress ahead with an aggressive expansion strategy that Outrigger remains “committed” to the to build its domestic portfolio. The deal, Australia market despite pulling the pin on which brings Mantra’s portfolio to over 120 its entire portfolio. properties across Australia, New Zealand During a recent visit to Sydney in and Indonesia, was accompanied by a $50 March, Outrigger vice president corporate million capital raising to fund the acquisition communications Bitsy Kelley told and forge ahead with new “pipeline travelBulletin that the move to cull its opportunities”. Australian properties was simply part of a But as Mantra executive director “realignment” of its Australian portfolio to marketing and distribution Kent Davidson focus on “premier beachfront locations”. told travelBulletin, the transition process “We want to become the ultimate to move the properties into the “Mantra beachfront brand of the world, and in order machine” is not expected to have much of to do that we saw the need to realign our an effect on the balance sheet. Instead, Australian portfolio with properties in iconic he said, the capital raising is part of a destinations,” she said. “Our portfolio no broader strategy to add more hotels to its longer aligned with that strategy.” base inventory.

62 travelBulletin MAY 2015 Hotels & Apartments

RAFFLES UPS GLOBAL PORTFOLIO IHG revamps

RAFFLES Hotels & Resorts has again beefed up its portfolio in Asia with the addition of Rewards Club another property in Jakarta. Located above the commercial hub of Kuningan, Raffles Jakarta program is linked to the new Ciputra Artpreneur Centre and located close to the city’s business district. The 173-room property features floor to ceiling windows, a selection of on-site bars IHG will revamp its loyalty program from and restaurants, and a 2500 square metre ballroom. The addition brings Raffles’ portfolio to July with a new elite tier and amended 12 hotels and resorts in Singapore, China, Cambodia, the Philippines, Dubai and Paris. The qualification requirements for its existing group also has plans to open further properties in South Arabia, Egypt, and Poland in the near Gold and Platinum levels. future. Raffles Jakarta is offering savings of 25% for bookings made before 31 June, 2015. Open to members with 75,000 qualifying points or 75 qualifying nights over the course of the year, the elite program aims to build a more “personalised” relationship with loyal members. Members eligible for the yet-to-be- named program will earn double points on all qualifying stays – double that of the current platinum bonus of 50%. They can also choose between 25,000 bonus points when they qualify or nominate a friend or family member for a free upgrade to platinum status. Gold membership will also be easier to claim with just 10,000 qualifying points or 10 qualifying nights required. On the flip side, the re-jigged program will also see all points expire if there’s no redemption within 12 months.

Ascott brings AMAP program to Australia

THE Ascott Limited has rolled out its Ascott candidates with on-the-job training in William Angliss Institute highly regarded Management Associates Program (AMAP) hospitality management, business for its strong focus on management in Australia as the group continues to management and all areas of operations. including hotel and resort operations and ramp up its focus on learning programs for Atsiaris will receive training in The event management. recent graduates. Ascott’s Melbourne serviced apartments William Angliss Institute graduate Kosta in addition to the group’s management Atsiaris has been selected as the first arm including finance, HR, reservations, candidate in Australia, with the AMAP marketing and sales. He will also have the program to complement his Bachelor of opportunity to work internationally for three Tourism and Hospitality Management months of the program. degree, completed back in 2014. Only recent graduates are eligible for The 18-month AMAP program, which the AMAP program, with the Bachelor of is tailored for recent graduates, provides Tourism and Hospitality Management at

Located in Canberra’s vibrant New Acton arts and dining precinct, Peppers Gallery Hotel offers a sophisticated boutique experience with uniquely designed spacious apartments and an award- WIN winning restaurant, Bicicletta, serving authentic Tell us in 25 words or less Italian food. The contemporary style of Peppers perfectly complements Canberra’s resurgence as a why you want to win a tourism hot spot two night stay at Peppers and offers an Gallery & a two course ideal location meal for two at Bicicletta. close to the capital’s iconic Enter at landmarks. www.mghotels.com.au/ Bicicletta restaurant Brought to you by Mantra Group & travelgallery/

Mantra comp.indd 1 20/04/2015 4:32:51 PM Hotels & Apartments

is the Genting Singapore which will be the first hotel to open in the city’s Jurong Lake Singapore District in the west of the island. Located within easy reach of public transport, the pipeline 550-room hotel will be situated close to the main business districts with features including sky terraces and rooftop gardens. The area has also been earmarked by Singapore’s Urban Redevelopment Authority SINGAPORE is set to welcome a spate of as one of the most promising up and coming new hotel offeringsflows this year as investors areas for its commercial, business and pour money into new developments and leisure facilities. tourism continues apace. Closer to the centre of Singapore, Hotel Singapore’s tourism industry has seen Farrer Park is also set to open its doors in continued growth in recent years, topping the coming months. Located above Farrer 15 million visitor arrivals in 2014. And Park MRT, the property will be connected with visitor numbers expected to continue via an underground walkway to Singapore’s on the same trajectory, Singapore-based first eco shopping centre and located within investment firm UOB-Kay Hian Holdings walking distance from the northern end of expects that hotel supply will grow at Little India. around 5.2% over the next five years Sofitel is also adding its touch to to match annual demand that is set to Singapore with the Sentosa Resort & Spa. experience the same percentage growth. Set to open later this year following an Leading the charge is The Patina Capitol extensive refurbishment, the property marks Singapore which will open its doors later Sofitel’s second hotel in Singapore. Located this year. Set to be Patina Hotels’ flagship on the island of Sentosa, the property is hotel, the 157-room six-star property forms billed as having a hint of French-style luxury part of a $750 million redevelopment with 215 guest rooms and a terrace with project of the old Capitol movie theatre, sea views and landscaped gardens. Free located in the heart of the city. wireless internet will also be available Also slated to open in the coming months across the entire property.

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66 travelBulletin MAY 2015 TRAVEL INSURANCE Travel and Insurance go hand IN hand By Kris Madden “Insurance is all about risk, and premiums SureSave general manager Michael are tied to the level of that risk,” says Notte. Callaghan says it’s clear that travellers are eing caught up in a natural “Medical treatment costs can mount rapidly, seeking guidance from the experts. disaster, civil unrest or industrial even for relatively minor treatment. A serious “We’re seeing a year on year increase in action are all too common medical condition can result in a claim the perceived value of agents’ advice. In the occurrences for today’s traveller. costing more than $1 million.” last two years alone, the number of travellers With the Australian government QBE national manager sales, distribution who view agents as a trusted source of safety Bindicating that it will not meet expenses if and strategy of travel Mark DeLuca says and travel advice has jumped dramatically to travellers are uninsured, and that people will his company believes it’s all about ensuring 73%, which is a 16% increase.” need to take more responsibility for their agents have a really strong, in-depth “With an increasing number of security welfare when travelling overseas, it seems knowledge of the features and benefits of and safety threats internationally, a growing that selling travel and travel insurance go various products so they can better explain number of us are relying on the expertise of hand in hand. them to their customers. agents to provide assistance when planning But some travel agents are reluctant to ask “To help agents achieve this, we make our next holiday,” he says. their clients about this essential part of their sure our relationship is a continuous one Travel agents can typically earn anything travel plans. and we schedule in visits, both formal between 30-50% commission on travel For clients, insurance is something often and informal, to keep them up-to-date on insurance sales, so those who are not seen as a necessary evil, and often a cost products and any feedback we may have suggesting this to their clients may be they have not budgeted for. received from travellers,” DeLuca says. missing out on a valuable opportunity to “Many agents make the mistake of “Travel agents are experts in provide additional service and generate expecting a knock back so they either don’t understanding the common issues extra revenue. quote for insurance at all, or downplay it experienced by travellers and providing “Commissions on sales of travel with the underselling phrase ‘are you okay information on the destinations their insurance can be a good source of income, for travel insurance?’,” says Allianz global customers intend to visit. This knowledge, not to mention a great career opportunity. assistance spokesperson Santina Notte. combined with a strong understanding Customers of travel agents generally place “The best results come when the of travel insurance, means agents are high value on a travel specialist utilising their agent provides the quote up front. It’s the in a unique position to explain coverage expertise to help them make their travel confidence and expectation that ‘of course differences and how a product would protect plans. Travel agents should be able to help my client will need travel insurance’. Don’t each individual customer in various scenarios consumers understand the insurance product assume your customer understands the specific to their trip or circumstances.” on offer because they are the experts in the insurance minefield – not all products are DeLuca says agents can create value industry. They offer a face-to-face service equal,” she says. for their customers by highlighting relevant meaning that consumers have someone they While agents are not able to recommend products to ensure the customer gets the can ask questions or bounce ideas around an insurance policy to their customers, cover they need. As agents are not legally with,” Allianz’s Notte concludes. they can ensure their customers ask the permitted to recommend products, offering In a world where online transactions right questions in determining their travel factual product advice is usually the best are increasing, it’s good to know that insurance needs. course of action. people still take comfort in knowing For example, if your client was taking a It’s also important that agents have a they are dealing with someone who is skiing holiday in Austria or Canada, some strong understanding of the type of activities genuinely interested in understanding their policies have snow cover included, while their clients intend to undertake, so they can requirements and helping them align these others sell it as an additional benefit. It highlight product benefits that are relevant to with appropriate insurance. This is just should also be noted that insurance is more the customer. another of the value propositions a travel expensive if clients are travelling to countries Recent independent research by SureSave agent can bring to their customers. such as the US and Canada, as the medical [1], involving more than 1000 Australian- costs in these countries are among the based travellers, reveals that travel agents’ [1] SureSave’s 2015 Travel Insurance Index highest in the world. advice is valued more than ever.

travelBulletin MAY 2015 67 TRAVEL INSURANCE

WHEN THINGS GO WRONG Nobody wants to think about the things that may go wrong on their trip, but unexpected events can (and do) happen. If your client is still tossing up whether they need travel insurance, these real life examples from the Department of Foreign Affairs’ Smartraveller website should leave them in no doubt.

1. Expect the unexpected Claire* fell down some stairs while visiting historic sites in Spain, crushing The right level of cover her skull. She was unconscious for four days. Thankfully, Claire’s travel buddies Santina Notte of Allianz Global Assistance Michael Callaghan says travel agents play quickly notified her insurance company says agents who explain the features and a crucial role in informing and educating who was able to help immediately. They benefits of insurance products are more consumers on insurance options, so it’s vital paid for her mother to fly to Spain for likely to have happy customers, however that they remain up-to-date on insurance support as she recovered, and met all it’s important to ask the right questions to products and the associated benefits. of the costs associated with her medical ensure clients have adequate cover. “The product choice and the level of treatment, her recovery in Spain, and her “Buying an inadequate level of cover can cover is completely dependent on individual medical evacuation to Australia, saving leave the traveller out of pocket in certain factors, therefore each traveller has to truly her and her family more than $140,000. situations, and the last thing travellers want understand the product they are purchasing is to incur a financial burden on their holiday. and ensure it is right for their individual 2. Drinking voids claims In some situations, access to appropriate needs. The traveller decision-making process Lee* was attending a wedding in medical treatment may not be available is complex and it is important that agents Thailand when he fell down some stairs and this could also have a long-term effect consider the entire purchase cycle as well at the hotel, breaking his leg and several on recovery. Budget products typically do as external factors that may influence a ribs. Because he’d been celebrating not provide as broad a cover, nor as high a traveller’s decision. As a general rule of with a few alcoholic drinks, his insurer benefit level as comprehensive products,” thumb, it’s better to be safe (over-insured) refused his claim for medical expenses. says Notte. than sorry (under-insured),” Callaghan says. The incident cost Lee $10,300 in medical “The most important factor when expenses which had to be paid in full purchasing insurance is that the traveller before he could leave hospital. Did you know? understands exactly what they are covered Travel agents are still the leading for and that includes checking for specific 3. Declare pre-existing conditions sellers of travel insurance. In 2015, activities, such as skiing, motor bike riding Maureen* was on a cruise in the research conducted by SureSave and hot air ballooning, etc. Pacific, but was evacuated from the ship revealed that 31% of Australian travellers “It’s also useful for travel agents to be to a hospital in Noumea after suffering purchased travel insurance with a travel aware of additional product benefits that complications with her medication. The agent, versus 23% who purchased may act as a value-add for travellers when it insurer refused to cover the $60,000 online with an insurance company. In comes to travel insurance. in medical bills because Maureen was addition, 73% of travellers view agents “When it comes to purchasing travel hospitalised for a pre-existing medical as a ‘trusted source of safety and insurance, it’s the additional service and condition. Maureen now has to pay the travel advice’. support provided by agents that truly sets hospital in Noumea in instalments. them apart. It’s this and peace of mind that QBE national manager sales, distribution keeps travellers booking with agents.” 4. Ensure all your activities are covered and strategy of travel Mark DeLuca says the Alex* was taking part in the annual entry of online travel insurance providers along Did you know? Running of the Bulls event in Spain, but with the expansion of insurance into non- was gored in the back after falling under traditional distribution channels has increased The Financial Ombudsman Service a bull and was not allowed to fly home for competition and put pressure on pricing reports that in the 2012-13 financial a further four months. Alex’s hospital bill and commission levels. But he says travel year, more than 200,000 travel insurance alone came to $32,000. Alex had travel agents can add enormous value when helping claims were paid, while less than one insurance, but hadn’t told his insurer customers to book a holiday, organise travel 10th of that – about 20,000 claims he would be taking part in the event, so insurance, or to make a claim. They are also – were declined. Of the claims that none of his medical costs were covered. invaluable in ensuring customers receive the were denied, many boiled down to a right insurance for their needs, he said. misunderstanding of the policy by the n www.smartraveller.gov.au Meanwhile, SureSave general manager person who bought it. *Names have been changed for privacy

68 travelBulletin MAY 2015 brochures

Four itineraries ranging from 5-10 New hotels, regions and multi-day days are outlined in Travelmarvel’s tours around Bangkok have been new 2015/16 Tasmania brochure, added to Creative Holidays’ 2015/16 with culinary experiences a strong Thailand brochure, including 30 new focus across all tours. All Insider properties. New regions include Trang Experiences feature food-inspired and Sangkhlaburi Lake, while a full themes with highlights including page on experiences at Elephant Hills meals in iconic restaurants, a Gordon in Khao Sok has also been added River lunch cruise and a visit to to the line up. The new Trang Island the Bridestowe Lavender Farm. The Hopping itinerary covers the region’s flagship 10-day Grand Tasman tour temples, beaches and villages from covers Hobart, Strahan, Port Arthur $1292 per person including five and Cradle Mountain from $3095. nights of accommodation, transfers, some meals and entrance fees.

Bunnik Tours has added a number Evergreen has reinstated its of new itineraries to its latest Egypt escorted land tours and introduced brochure including the 18-day Egyptian a 25-day cruise from Sydney to Oases and Lake Nasser Cruise which Auckland. Outlined in the 2015/16 visits Bahariya, Farafra and Kharga. New Zealand brochure, the new Guests also take in the sights of Luxor itinerary combines a 15-day cruise and Aswan, and board a three-night and a 10-day tour of the North and luxury cruise of Lake Nasser from South Islands, with earlybird savings $7990 per person. Other options of $500 now available. The 18-day include the 12-day Highlights of Egypt Grand NZ tour, the 10-day Scenic from $5890 and the 23-day Best of South Island tour and the nine-day Egypt and Turkey itinerary from $8590 North Island Unveiled itinerary are including return flights. also back this year.

Broome & the Kimberley Holidays Rail Plus has released its latest Your has added new self-drive itineraries World on Track brochure, complete and package tours to its 2015/16 with a new Scottish Highlands Pass, Broome, The Kimberley & Northern more destination information for Italy Territory brochure ranging from two and France, and a new day trip in days to two weeks. Outlined in the Switzerland. The 40-page program 92-page brochure is the three-night features a full day tour to Mt Titlis Broome Racing package starting from which includes a cable car ride and $413 per person, the new Kimberley travel on the Rotair Titlis Gondola. Icons itinerary which covers the Other new products include the Bungle Bungles and Broome, and a Swiss Half Fare Card, the new Britrail number of Kimberley cruises. Also new Scottish Highlands Pass, and the Eurail this year is the seven-night Darwin & Select Pass which now features new Kakadu Self Drive Adventure. pricing tiers.

Back-Roads Touring has rolled out Switzerland Tourism has released its UK and Europe mega brochure a Swiss Summer brochure detailing including new destinations, 55 tours the new 1600km self-drive route, the and 15 new itineraries. Water- Grand Tour of Switzerland. Covering based touring experiences are new five alpine passes, 11 UNESCO World this year, along with year-round Heritage Sites and 22 lakes, the itineraries allowing clients to travel journey covers some of Switzerland’s in the off season. The new seven-day most iconic sites and attractions. ‘Burgundy: A Cruise along Le Canal Featuring a detailed travel journal, De Bourgogne’ takes in France’s the program includes maps, travel popular wine regions and includes suggestions, driving distances and travel to the Palace of Fontainebleau accommodation options. from $3745 per person.

travelBulletin MAY 2015 69 the last word

APP > win A GUIDEBOOK! HAPPY Smart devices have become a part of essential luggage for overseas travellers, but all that data usage can come at a hefty price. That’s where the Ulmon City Maps app comes into the picture. Available in a free or paid version, the app downloads maps and stores them on smart devices so users can access them without a Wi-Fi connection. It also pinpoints locations so users can make their way around without getting lost. But that’s not all – the app includes information on city attractions and points of interests, and allows users to search for locations without using an internet connection. Where in the World? Tips and recommendations, info on the most popular Thermal pools are easy on the eye, but do you have any idea where this one attractions, restaurants and shops – it’s all there. is? If you have any clue, send your answer to [email protected] and Users can also save points of interest to their smartphone go in the draw to WIN your very own travel guidebook, courtesy of Marco Polo (like their hotel) so they don’t have to search the same Travel Publishing. address time and again. Massive holiday phone bills are Congratulations to Andrea Inturrisi from HRG Australia who takes home a double soon to be a thing of the past! movie ticket for correctly answering Sultan Qaboos Grand Mosque in last month’s Where in the World competition.

Funnies MAZE OF MADNESS Travel agents know better than anyone how important it is to make good connections for Flashback their clients. But can you connect the green square up to the red dot? Where were you on 14 July 1999? We took a trip down memory lane and uncovered this gem of a story from that day in the Travel Daily Window Seat archives:

WORLD media are giving huge exposure to the stateless Iranian who’s been living on a bench at Paris Charles de Gaulle Airport for the past 11 years because he didn’t have identity papers. Now his papers have turned up and Alfred Merham will be able to move on. But will he? An airport restaurant waitress is quoted today as saying: “He’ll never leave. He’s too well off. “Stewardesses give him their luncheon vouchers, the cleaners open the showers for him at dawn, the tourists buy him food and the police take great care of him. “What more can a man who is alone in the world hope for?”

70 travelBulletin MAY 2015 Our all-inclusive Europe river cruising is our most sought-after experience. When we say all-inclusive, that’s what we mean. We’ve found our guests appreciate the peace of mind of knowing all they have to plan for is their personal spending money. So both on board and onshore, we’ve got everything covered, including tipping.

Our Scenic Enrich excursions Scenic Tailormade is our individual are our exclusive events including and exclusive GPS guided tour private concerts and limited selection. This is a unique program access to venues that we offer to giving our guests the chance to our guests. These are outstanding personalise their tour, seeing only once-in-a-lifetime experiences what appeals to them. offering captivating moments that for many of our guests are the highlights of their trip. Scenic Freechoice is a comprehensive selection of activities and attractions in the key cities and regions we visit. As with Tailormade and Enrich, these are included in our overall package and give our guests even more options to customise their trip. DISCOVER MORE WONDERS AT SCENICWONDERS.COM.AU