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MAY 2015 at Scenic We Celebrate the Art of Wonder Through Travel

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MAY 2015 at Scenic We Celebrate the Art of Wonder Through Travel MAY 2015 At Scenic we celebrate the art of wonder through travel. We offer our guests more than a holiday. We offer them an emotional connection to the world — a chance to experience wonder. LUXURY You only stay at the best hotels and resorts. You only cruise on the most luxurious ships. You only enjoy the most distinctive experiences. Excellence is a tradition, luxury is a lifestyle. HANDCRAFTED Your trip has been handcrafted by one of our expert Journey Designers. We’ve travelled the globe and curated the best of the best. It’s about the skill, knowledge and care that goes into creating something handcrafted. MAY 2015 At Scenic we celebrate the art of wonder through travel. We offer our guests more than a holiday. We offer them an emotional WHOLESALERS connection to the world — a chance to experience wonder. FEEL THE LUXURY You only stay at the best hotels and resorts. You only cruise on the most luxurious ships. You only enjoy the most distinctive experiences. SQUEEZE Excellence is a tradition, luxury is a lifestyle. HANDCRAFTED Your trip has been handcrafted by one of our expert Journey Designers. We’ve travelled the globe and curated WALKING THE WILD the best of the best. It’s about the skill, knowledge and care that goes into creating something handcrafted. SIDE OF CANADA & ALASKA KOREAN VENTURES HAWAII SAYS ALOHA HOTELS & APARTMENTS TRAVEL INSURANCE WIN a weekend away Australia’s only exhibition for the travel industry DISCOVER THE WORLD OF TRAVEL THROUGH DATE YEAR OUR FREE EDUCATIONAL PROGRAM » THURSDAY + FRIDAY 16 - 17 JULY 2015 › CONNECT with travel suppliers › DISCOVER new travel products LOCATION LUNA PARK, SYDNEY › NETWORK with industry professionals › LEARN about the future of travel Industry Supporter register free TRAVELINDUSTRYEXPO.COM.AU CONTENTS 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 agents can simply and easily add significant value for their customers, 50 Korea 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 to sell through Flight Centre are likely to have to tailor product to suit – 09 Issues and trends 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.
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