July 11 2018 I No. 2502 SOUTHERN AFRICA’S TRAVEL NEWS WEEKLY THIS ISN’T JUST A FLUFFY TOWEL, IT COULD BE YOUR OUTFIT FOR THE WHOLE DAY.

Work desks and wi-fi in every room.

www.clhg.com There’s comfort in every detail. TRAVEL NEWS WEEKLY TNW8716SD

NEWS REPORT FEATURE GOVT TRAVEL SPEND TTM+ 2018 TRAVEL TECHNOLOGY Suppliers see fewer bed nights, flights A fresh look at Pattaya Innovations shake up the status quo INSIDE Page 2 Page 6 Page 10 Storm at sea Hola Johannesburgo! CI asserts market position

Tessa Reed brands by bypassing md, told TNW. Cruises International and TNW asked Royal RUISES International using a third party located Caribbean if and what steps has issued a overseas,” the statement were being taken against Cnotification to the travel reads. “This activity is “the parties”, but all the trade on July 2, warning them prohibited and Royal company would say was: not to book Royal Caribbean Caribbean International is “Cruises International is cruises through “unaffiliated” in the process of taking RCI Cruises’ only contracted channels. But agents have steps against the relevant partner in South Africa raised their concerns that parties to put an end to this selling Royal Caribbean this limits their options. practice.” International, Celebrity Iberia has put its new A330-200, ‘Johannesburgo’, “It has come to our “We are concerned that Cruises and Azamara Club on its thrice-weekly service between Madrid and attention recently that a if anything happens to Cruises. Travel partners Johannesburg. Read more about Iberia’s newest local operator has been bookings through this [third wishing to sell our products aircraft on page 2. Pictured in the business-class cabin trying to persuade the local party] channel, travel agents in South Africa should are Celia Muñoz(left), Iberia’s head of sales in EMEA market that they can book and their clients will be at work directly with Cruises and Asia; and Carol Petersen, gm preferred partners, cruises on Royal Caribbean risk,” George Argyropoulos, International.” Tourvest Travel Services. Photo: Tessa Reed International and its affiliate Cruises International To page 2

Changes at Tourvest Travel Services 399 attend first

Tessa Reed it for growth over having been Online Expo the next five in sales and CLAUDE Vankeirsbilck years. marketing for ALMOST three times as can be used to reach a has been appointed In his new role, Tourvest Travel many people as expected geographically spread target chief operating officer of Claude will be Services for checked out the first Online audience like travel agents,” American Express Global responsible for the last 10 Expo in the travel industry. said organiser, Natalie Business Travel (GBT) at everything to do years,” Claude The Now Media Show, Cumberlege. Tourvest Travel Services, with GBT, while told TNW. He a one-day expo aimed at Future shows will while Wayne Muirhead has Wayne will be said being travel marketers, featured specifically target travel taken on the role of chief responsible for in a more exhibitors and a line-up of consultants. sales officer at TTS. sales across all operational authoritative speakers on Natalie, who comes from Morné du Preez, ceo of the TTS brands, and client- marketing issues. a background of running Tourvest Travel Services, with a focus on centric role, “The main purpose traditional consumer said the appointments travel IT. Claude Vankeirsbilck he would be was to demonstrate how and specialist shows, were part of a realignment “It’s an responsible for such technology looks said afterwards that the of the company, to position exciting opportunity for me, To page 20 and works as it emulates attendance of 399 had a traditional show and To page 2

WIN* AN ALL-INCLUSIVE WEEKEND AWAY FOR TWO! Book Avis Preferred customers for rentals, between 1 June - 31 July 2018, and stand a chance to WIN a weekend away for two to the spectacular Shepherd’s Tree Game Lodge.

Visit clubred.co.za I *T’s & C’s apply

TNW8771SD NEWS Government cuts back on travel spend

Zia Taylor suggested that cost cutting rejections, purely based on Online expos extend the reach for exhibitors. could also be politically rates. “We’ve noticed this OVERNMENT has motivated, based on the trend recently, with most of Online Expo reduced travel budgets upcoming elections. “We the rate rejections coming Gas part of its cost- saw the same kind of cost from SAPS,” they said. From page 1 via a virtual show! Well done! containment measures, containment happening Explaining the criteria smashed expectations. “It Online Expos is a division of which, in some instances, around the last elections. government uses to had proved the ability for Now Media, which publishes have caused a reduction in determine whether or not exhibitors to reach people who TNW and Travelinfo. You can bed nights and flights for “Cost cutting could be travel is necessary, Parbhu in the past could not afford the see the archived demo expo at certain suppliers. politically motivated. said: “Every government time or cost of leaving their www.thenowmediashow.co.za Sailesh Parbhu, md of XL Government doesn’t department has a national workstation,” she said. The next show, Into Africa, Nexus Travel, says stringent plan and the plan is Reshma Diva in Tshwane on September 13, is aimed at measures have been put want to be seen basically driven by their summed it up. “Love the idea. corporate travel buyers, TMCs in place. He adds that wasting money on executive committee, from The way of future travel expos. and leisure agents. compliance to government’s the director-general’s side. Great for travel consultants Contact Natalie at department-wide travel ‘unnecessary’ or Then, they’ve got portfolios working from home who can [email protected] if policy is measured on a extravagant travel.” within each government now interact with suppliers and you have show ideas or want to monthly or quarterly basis department with weekly, get updated on travel products see the demo.  by means of supplying TMC Government doesn’t want monthly and yearly plans. reports to National Treasury, to be seen wasting money The responsibility for which then concludes on ‘unnecessary’ or fulfilling those obligations ® vetting and verification extravagant travel,” said the within government drives Rubes By Leigh Rubin on airfares and other TMC. meetings, and dictates expenses. A few hotels based whether they need to travel Another TMC, who chose near parliament said they or not, all within the limits to remain anonymous, sometimes got government of budgets.” 

Iberia puts new metal on Joburg route IBERIA’s newest A330-200 and a 39cm touch screen. an 8% growth on its landed at OR Tambo on June In economy class, the seats Johannesburg route from May 28. The aircraft has been are 46cm wide and have 2017 to May 2018. named ‘Johannesburgo’ individual 23cm screens, The aircraft is the 12th and will service Iberia’s as well as an adjustable A330-200 received by the Johannesburg-Madrid route. headrest. WiFi is offered in Spanish airline, which also It is configured with 19 both classes. operates the aircraft to cities seats in business class and Iberia resumed its in Latin America (Havana, 269 in economy. operations from Medellin, Rio de Janeiro and Business class offers Johannesburg in August Santo Domingo), the United seats that extend into two- 2016 with three non-stop States (Los Angeles and San metre-long beds, all with flights a week to Madrid. Francisco), as well as Asia direct access to the aisle, The airline has experienced (Shanghai and Tokyo). 

Storm at sea “Newfangled driverless technology.” From page 1 Promotions’ good marketing because you did not book Agents reached out to to agents,” says the agency through the official GSA,” TNW, expressing their head. says one agent. concern that this took away One agent told TNW that However, Lee Habib-Allah, the consultant’s choice the service offered by senior consultant at Cruise Founding Editors: John H Marsh (1914-1996) Leona Marsh (1923-2003) of dealing with another Cruises International was Corner Sandown, describes operator with whom they not on the same level as the service at Cruises EDITORIAL have a relationship and may Development Promotions. “I International as wonderful, TRAVEL NEWS WEEKLY Editor: Tessa Reed [email protected] receive a better service. can phone DP at 21h00 and and adds that Cruises’ www.etnw.co.za Features Editor: Michelle Colman [email protected] “We would prefer not to they will pick up the phone ‘better price’ policy to beat Published by Journalists: Travel & Trade Publishing (Pty) Ltd Savannah Freemantle Sarah Robertson deal with a company owned and help me,” he said. rates clients find online Printed by Juka Printing (Pty) Ltd Jason Simpson Hilka Birns by a competitor,” adds one “That’s the service I need. really sets them apart. agency head, who would I don’t just want someone Jackie Adami, md of Phone: (011) 327-4062 Photographer: Shannon Van Zyl prefer to remain anonymous. Fax: (011) 327-4094 Production Editor: Ann Braun to fire off a quote when I Development Promotions, E-mail: [email protected] Cruises International am asking for information. told TNW the company Web: www.nowmedia.co.za PUBLISHER was acquired by BidTravel I want them to help me sell had employed a trade-first Address: Now Media Centre, Natasha Schmidt [email protected] last year. 32 Fricker Road, Illovo Boulevard, the product.” strategy since 1972. “Our GROUP PUBLISHER Illovo, Johannesburg. Cruises International’s Another issue is that focus over four decades has PO Box 55251, Northlands, David Marsh [email protected] agreement with Development cruise lines try to force not changed. We remain 2116, South Africa. ADVERTISING Promotions has come to an agents to deal with a GSA. committed to delivering the Sales: Natasha Schmidt [email protected] end, however the company “In this online world, you can best service and product Sales Director: Kate Nathan [email protected] still has agreements in go on to overseas cruise to our South African travel Ad Co-ordinator: Anthea Harris [email protected] place with other operators, sites and see the same industry partners to ensure PRODUCTION including Thompsons cruise heavily discounted. If their success and deliver Design Head: Dirk Voorneveld Holidays and Travel Vision. you, as an agent, try to book peace of mind that their SUBSCRIPTIONS “Royal Caribbean sales it, you are threatened by the business is in the hands Circulation: [email protected] went through the roof, cruise operator that your of a company that has a mostly due to Development clients may be penalised proven track record.” 

2 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS TNW8754SD NEWS Travelbags pulls into Sandton New Avalon itineraries VALON Waterways has offering floor-to-ceiling, open-air introduced six new balconies. Aitineraries as part of its With the cruises, Avalon 2019 River Cruises brochure. Waterways will extend its The cruises are: Active Avalon Choice services, Discover on the Rhône, an providing a selection of eight-day cruise from Arles to included excursions and Lyon, and reverse; Reflections on-board activities. They on the Seine, a nine-day cruise include ‘discovery’ activities starting and ending in Paris; like cooking classes and Enchanted Europe, an 18-day painting workshops; ‘active’ cruise from Budapest to Basel, excursions such as guided or a 16-day cruise from Basel jogging tours, cycling, paddling, to Budapest; and Colourful and hiking; as well as ‘classic’ The travel trade were hosted at Radisson Blu Gautrain Hotel for Travelbags’ carnival- India and the Ganges River, experiences, where local themed June luncheon. All proceeds were donated to Kitty and Puppy Haven to a 13-day cruise from Delhi to experts are on hand to share support the rescue and rehabilitation of stray animals. Pictured (from left): Michelle Kolkata. knowledge and insights through Muller, director of sales and marketing Radission Blu; Michelle Hinrichsen, Travelbags The cruises will all operate the history and heritage of president; Clynt Groenewald, sales manager Radisson Blu Guatrain Hotel; and Werner on Avalon Waterways ships, local destinations.  Geere, general manager Radisson Blu Gautrain Hotel. Photo: Savannah Freemantle SA’s bricks and mortar agencies stay put

Savannah Freemantle Data Company, reflect a trend locations in the UK compared and-mortar operations.” South African market’s ability in UK consumer behaviour with the 110 retail outlets in Otto de Vries, ceo of Asata, to adapt to new technology SOUTH Africa’s retail agencies that won’t be felt by the South South Africa. South Africans says the local market can’t be and its focus on corporate continue to stay relevant, African travel market. still buy their travel from compared with the UK as it travel over leisure. The rate while almost 700 UK high “The UK market has people and we don't foresee is on a smaller scale. “While at which the market grows, street agencies closed last become very online-savvy our Flight Centre operations we also saw a reduction in or remains stagnant over the year as a result of stiff OTA compared with our local slowing down. high street travel agencies next few years, will depend on competition. market,” says Andrew Stark, “Our focus is on retaining a few years ago, the market how much expendable income Industry experts told TNW md of Flight Centre Travel our key locations and has since stabilised and is the local economy allows for that the closures, reported by Group South Africa. “We have developing a balance between predicted to remain stable. and how much of this is used UK-based research firm, Local 85 productive high street our online presence and brick- “We attribute this to the for travel.”  CHILE AWAITS Glaciers, deserts and everything in between

Fly to Santiago de Chile, our newest destination

Let Chile amaze you with its famously clear skies, breathtaking views and fascinating culture. Enjoy diverse and contrasting experiences wherever you go. Visit emirates.com/za

For details call Emirates on 0861 364 728.

TNW8764SD

4 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS TNW8454SD REPORT: TTM+ 2018

The annual Thailand Travel Market Plus (TTM+) was held this year at the Ocean Marina Yacht Club in Pattaya from June 13 to 15. Candice May reports. A fresh take on Pattaya HE Tourism Authority of Thailand long-haul markets of TAT, says the lush green plantations first-hand. (TAT) wants the travel trade to Pattaya has undergone a huge The tour finishes with a cooking Tsee Pattaya, widely referred transformation. In addition to class in the home of a local Thai to as the ‘sex capital of the world’, the upgrade of the airport, the woman in the coconut plantations. through new eyes. construction of new highways and Chatupornpaisar also recommends Pataraporn Sithivanich, executive the new cruise facilities at Satahip a tour to the local fishing village. director – Europe, Africa and Middle Commercial Port, Pattaya has also After a walk through the old streets East regions of TAT, told TNW that, recently welcomed elegant new of northern Pattaya, the tour visits while Pattaya had an infamous hotels, resorts, shopping malls and the local fish market, then on to the history, it was no longer what it once restaurants. harbour where guests are taught was, and she therefore encourages Chatupornpaisar Buranakan, by a local fisherman how to make Chatupornpaisar Buranakan, owner South African tourists seeking an owner of Thailand-based destination fishing nets. The fisherman then of Jumbo Travel & Events, who is off-the-beaten-path experience to management company, Jumbo Travel takes tourists on a small fishing affectionately known as Jumbo to visit. “While the mainstream cities & Events, explains that Pattaya boat to a nearby private island to the community, picking fresh bananas of Bangkok and Phuket remain offers several unique tours that enjoy a seafood party. It is held at from a tree during his tour through popular among South Africans, highlight the history and culture of the oldest bungalow in Pattaya and the coconut plantations. there are some tourists who seek a the city. tourists are treated to a variety of less commercial holiday. Secondary One example is a tour through the freshly caught seafood cooked in cities such as Pattaya are ideal coconut plantations, where tourists front of them – think cowfish deep- TAT targets destinations for these travellers to meet at the home of a couple fried in a crispy batter, fried rice with visit.” She adds that Chiang Mai, who produce and locally distribute prawns, deep-fried crab cakes and Chiang Rai and Rayong are also coconut products such as coconut fire-grilled prawns. romance travel gaining popularity as uncommercial oil, coconut milk and coconut water. Travel agents, however, think STRENGTHENING romance travel holiday destinations among South After sipping on freshly brewed Pattaya will be a tough sell. is also a key focus for the Tourism African tourists. coconut coffee and learning about Tracey Visscher of Flightsite, says Authority of Thailand. Tanes Petsuwan, deputy governor the history of the plantations, guests while Pattaya has a lot to offer, Tanes Petsuwan, deputy of international marketing for then set off on bicycles to explore South Africans are unfamiliar with governor of international the destination and it therefore may marketing for long-haul markets take a lot of convincing to sell. of TAT, said at a media briefing However, Venice Barris of Travel that strengthening romance Vision feels that Pattaya may travel formed part of TAT’s new be an appealing destination to marketing concept, ‘Open to experienced Thailand holidaymakers the new shades’, which aims to as it offers something completely showcase the diversity of a holiday different to the mainstream cities. in Thailand. “We have been very Vivienne Mellows of Thompsons successful in launching this new Holidays adds that having an array campaign in all markets across of properties by trusted hotel groups the world. Our new image of a in Pattaya may make the destination million shades is a recognition easier to sell and give agents who of the individuality of our tourists have not travelled there themselves as well as our way of focusing on peace of mind when selling it. quality tourists rather than mass Examples of such hotel groups are tourism,” he said. Pictured at the Hard Rock hotel in Pattaya are (from left): Nodine White Tanes said the theme around from Perfect Destinations; Wendy Goutier from kulula holidays and Giles Centara, Mövenpick, Hilton and Hard Rock. wedding and honeymoon travel Clinton from Checkout Tours. was chosen as it reflected Thailand’s aim to position itself as a quality romance travel destination. "Weddings and honeymoons are an important segment for us,” he said. “In 2016, TAT estimated that wedding and honeymoon travellers represented 1,1m visitors, generating $1,77bn (R24,3bn). Honeymoon travel was the biggest segment, with almost 980 000 visitors. We are targeting growth of 5% this year.” He said the incredible tolerance of the Thai people was another thing to note, as it made Thailand a perfect destination for any South African travel agents arriving on the first day of TTM+. Pictured (from left) are Vivienne Mellows of couple – irrespective of their age, Thompsons Holidays; Wendy Goutier of kulula holidays; Nodine White of Perfect Destinations; Venice Barris of race, religion or sexuality.  Travel Vision; Giles Clinton of Checkout Tours; and Tracey Visscher of Flightsite. Photos: Candice May

Email info@flightsiteagent.co.za to sign up and receive R250 top up for your rst booking! making selling travel easy FREE TICKETING

TNW8763SD

6 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS NEWS

CASE STUDY New at Uniworld Duma books 36 000 bed nights for World Choir Games

Sarah Robertson options were sourced from two- and three-star hotels, and four- and five-star HE World Choir Games started in properties were sourced for the luxury Tshwane on July 4, the first time options. Danie says persuading the Tthis global biennial event, which various accommodation establishments features over 300 choirs, has been held to offer similar pricing within the in Africa. three accommodation brackets was a Danie van Wyk, gm of Duma ICE particular challenge. Choir registration and Sport, told TNW that Duma was then commenced, with Duma booking appointed the official tourism partner more than 36 000 bed nights over the responsible for accommodation services next six months or so. and immediately set about sourcing Danie says the event is the largest Uniworld Boutique River Cruise Collection invited members of the accommodation in the Tshwane region Duma has arranged to date. He says trade to the launch of its 2019 brochure at the Fairways Hotel in for the 16 000 international participants the permanent Duma specialist team plus their friends and families. who organised the event consisted of Randburg on June 28. During the presentation it was announced Danie says it involved the painstaking seven people who sourced and booked that Uniworld will offer four new and two enhanced itineraries. It will tasks of contacting and vetting schools, all the accommodation over the past 18 also change the way cabin types are named, and in 2019 will re-launch universities, hotels and guest houses months. Duma has also had to bring the River Royale after it is upgraded to Super Ship status as the in Pretoria and surrounding areas to in dozens of contract workers to assist SS Royale. Pictured here are (from left): Bianca Wild, from Flight determine their suitability. This was a with operational tasks. For instance, Centre, Kelly Jackson, head of sales for The Travel Corporation South daunting task, as the initial event specs contractors have had to be stationed Africa, and Michelle Higino, from Cruise About. Photo: Jason Simpson had estimated international attendance at each of the 40 accommodation of between 15 000 and 30 000 establishments during the event. attendees. Themba Nthombeni, ceo of Duma, Accommodation categories were then says he hopes the hosting of this global To the point broken down into three sections. The event in Africa will spur more regional most popular basic accommodation choir games, as over 9 000 people are El Al will reduce Iata agent commissions in June next year, but has not yet confirmed by how options were sourced from school participating in the event from South much. Commission on tickets issued up to and including May 31, 2019 will remain at 4%. and university residences, mid-range Africa alone. 

TNW8710SD

QUICK READ FOR BUSIEST PEOPLE Wednesday July 11 2018 n 7 HARVEY WORLD TRAVEL much pride. “Looking after our staff has Alan and Jackie Viljoen been the reason for our success. We celebrates two decades in South Africa Harvey World Travel Centurion wouldn’t be in the position we are in today without them. Our entire team, afterwards found themselves opening except one relative newbie, has been A note from head office their own franchise in Centurion. The with us for nine or more years,” says Alan. business grew, and when the couple Over the last two decades the industry decided to open a second travel has changed so much, but throughout ACK in 1997, an international business Africa, Lesotho, Swaziland, Botswana and Our head office offers operational In 1998, Jackie Viljoen was working office, Alan joined the business full this time we have had the continuous delegation landed in South Africa Zimbabwe. Each one of our franchises is assistance with brand management, 12-hour days as a travel consultant. time, overseeing the marketing and back-up of head office. They are Bwith the aim of opening up a Harvey staffed with an efficient team of expert marketing, lead generation, and IT tools Hearing through the grapevine about accounting functions of the businesses. reliable and approachable, and the World Travel franchise. At that stage, HWT travel consultants waiting to send the and support. the HWT delegation that were signing up Twenty years later, Jackie and Alan’s support structure works well as they still had been in operation for over 40 years, public to their dream destinations. We We attribute the longstanding franchisees in South Africa, Jackie and office ranks as one of Harvey’s top 10 allow us the flexibility to be our own having started as an Australian family- also pride ourselves on being some of our relationships we have with our franchisees her husband, Alan, set up an interview, agencies, and their 2015/16 Harvey bosses and to run the business as we see owned business in 1951. preferred suppliers’ top supporters. to the unchanging core values of our prepared a business plan and soon Office of the year award is a matter of fit,” he says. Presentations were held around the Our network services both leisure and brand – that is transparency, honesty country. The opportunity to join a leading corporate, with an approximate split of and good, old-fashioned ethical business international travel brand generated 70/30 in favour of corporate travel. Our practice, which HWT head office and much excitement in the trade. BidTravel broad product range ensures agencies have embodied for the past two In the early nineties, Mahesh heard about of an international bought 50% of the franchisor and the very that we can personalise decades. We also do our utmost to keep a travel agency in Botswana that was up brand, and also to Mahesh Clover first store opened its doors to the public travel experiences, whether with the times, changing our outlook, for sale. He investigated but when the have BidTravel’s Owner of Harvey World Travel in Groenkloof on March 1, 1998. In 2015 for a tailor-made holiday services and products as needed. deal didn’t work out he ended up starting buying power behind BidTravel purchased the remaining 50% or a high-pressure business We have many plans and goals for his own agency called ‘The Travel Centre’. us. Head office took Gaborone and now owns 100% of Harvey World trip. the future, a number of which will be The Harvey delegation visited Botswana on all the preferred Travel South Africa. As part of this group, Our agents have access launched later this year, so watch this at about the time when independent partner negotiations on cut. It was also great to be able to attend which has significant market share in the to a wide variety of space... agencies were starting to align with our behalf and we were the HWT conferences, which were held SA travel sector, we ensure unparalleled training and skills consortiums, as airlines and suppliers were able to generate extra revenue in different cities around Australia and negotiating power with all travel suppliers. development, cutting back on direct deals. from introducing a leisure department New Zealand. I learned so much from the Twenty years later, HWT is one of South which is a key “It was definitely beneficial to be part right at the time when commissions were international exposure,” he says. Africa’s most well established retail travel focus area in Anneke Geldenhuys brands, boasting the most geographically order for them General Manager expansive network in Southern Africa to remain a Harvey World Travel South Africa with over 70 agencies located in South step ahead. Zakira Osman great time to be a part of leading travel agency in the country travel, with a lot of support for pilgrimage tours to the Middle East. Branch Manager of Harvey from airlines and suppliers, In the late Nineties they were the first World Travel Springfield and the opportunity to agency to charter a 267 EgyptAir aircraft The story behind the Harvey’s interact personally with from Durban to Jeddah for pilgrims. This In 1992 founder Yunoos Osman, clients. market continued to grow, with their bought Marathon Travel, an existing Over the years, the agency charter expanding to a 400-seat jumbo, agency in Springfield that specialised diversified into leisure and picking up 200 pilgrims in Durban and 200 Karin van der Kaay delegation arrived in South Africa. At another. The benefit of being part of the in sports travel. He remembers it being a corporate markets and became the in Johannesburg the following year. the presentation I was inspired by the HWT group is that all outlets are owner- Owner of Harvey World Travel prospect of starting my own agency and managed. “This really adds something to Groenkloof so I signed up,” says Karin. Harvey World the mix in the form of commitment to both Travel Groenkloof was the first franchise to the business and its public,” she says. of 86. His daughter and son-in-law, Jay and “I started out in travel with SAA in the open in South Africa and Karin quips that “It has been so personally fulfilling to Jay and Misha Bhula Misha, have now taken over managing the late Sixties before moving into retail one of the benefits of being the pioneer open and run my own business. People Owner Managers of Harvey World agency. travel and progressing through the ranks was that they furnished her entire office. ask me when I am going to retire and I “We have remained a small agency, at various agencies. I was managing a Karin says that, from the outside, one always say: ‘death or lotto – whichever Travel Fordsburg keeping things manageable and building up Pretoria-based agency when the Harvey consortium may seem very similar to comes first’,” Karin jokes. our reputation through the years by trying to Harvey World Travel Fordsburg, as it is known operate ethically at all times, says Jay. today, was founded by KL Modi more than “We joined Harvey 20 years ago to take 40 years ago and is one of the oldest travel advantage of their international reputation I bought in with partners and the foundation of her business as she relied agencies still in operation in South Africa and to pool our resources with other agents Brigitte Gonggryp over the years it became clear on them for consulting, as she had no prior today. in order to negotiate better rates with our Owner of Harvey World that this was the business to experience in the industry. Most of her staff Mr Modi studied law with George Bizos suppliers. Over the years, head office has focus on and I remained in have been with her for the full duration of her but, due to apartheid restrictions, found provided a backbone of support, great Travel Highway the travel game.” time as an HWT agency. it difficult to practise and turned to travel service and good deals, which have helped Brigitte has always been Over the years the agency grew, winning instead. He retired a year ago at the age us to flourish,” says Jay. Chairwoman of the Harvey World passionate about travel, the ‘Harvey Office of the Year’ twice, once Travel Franchise Advisory Council having visiting over 60 countries in 2008 and again in 2012. “It was also a (FAC), Brigitte Gonggryp joined the group in her lifetime. She feels that it is great honour to be selected by Club Med 17 years ago. “I was running about five important, as an agent, to be able to speak as the launch agency for its new Club Med other businesses when I heard that Harvey with authenticity about the destinations ‘shop within a shop’ concept two years World Travel Kloof and Hillcrest was for sale. you are selling. She adds that her staff were ago,” she says.

South Africa and says he found it very for money, and the support head Craig Cowgill impressive. He was running an agency office offers is a particular benefit. Owner of Harvey World Travel which was registered with another We love the balance of being able Randburg consortium at the time but decided to to make use of excellent preferred switch across to Harvey, attracted by supplier negotiated rates, while also the international brand. Craig says he enjoying the freedom to maintain an 20 years ago Craig attended the has never looked back. independently owned and operated Call Harvey World Travel Head office on 087 330 2060 or email [email protected] Australian delegation’s presentation in “The group offers us great value business,” he says. website: www.harveyworld.co.za

TNW7969 TRAVEL TECHNOLOGY From blockchain to chatbots, it’s a brave new world, with innovations that are shaking up the status quo. Sue van Winsen investigates. Blockchain – should you care? ROM instant payment it’s an ecosystem with partner organisations for truth in real time, cutting processing to queue- multiple players that are it to be successful. In an out many of the existing F less airports, the interacting with each other industry that is already processes,” she adds. potential of blockchain across different points of built on trust, where Amadeus says it has technology to eliminate the journey. Each of those strong relationships exist identified blockchain as some of the biggest pain players, at a certain point, and that is working to one of its six ‘innovation points in travel has been is exchanging and storing manage complexities – we themes’ and is currently loudly touted across the information and validating have started by asking assessing its potential globe. But is the hype to information with other the important question: in various practical ways. be believed and, if so, how players. This creates a ‘Is there a role for Sara says Amadeus’s soon can agents expect complex system of back- blockchain?’” blockchain efforts are this technology to change end processes – this can focused on seamless the way they do business? be significantly improved In the pipeline traveller identification Explaining the way with blockchain and we She says, to answer across borders, delivering blockchain works, Sara have identified this line of this question, Travelport interoperability of Pavan, head of Amadeus innovation as a priority for launched a technology loyalty programmes, Innovation Partnership future activities,” she says. innovation study into enhancements to its Programme, says it is a Sara uses a hotel booking blockchain and distributed existing B2B wallet technology that enables as an example, where an ledger in mid-2017, and service to facilitate a new way of conducting aggregator, online travel defined two proofs of “Each application international payments, digital transactions safely agency and hotel all concept that have focused requires investment more secure and efficient and transparently, without need to settle cash and on managing on-boarding and collaboration bag tracking services, and the need for a third-party commissions based on (uploading of traveller data) a neutral proration (money intermediary. pre-defined agreements. and the management of across partner distribution) solution for Other important “Today this is an extremely travel content for secure organisations for it to airlines. features of blockchain complex process and distribution and selling. be successful.” “We have live blockchain include the fact that the introduction of “The next stage will be to prototypes today in areas information can only be ‘smart contracts’ – using develop a proof of concept Claudette Thorne such as baggage tracking,” added to the network blockchain technology to further with selected travel says Sara, who adds but never removed. Also, exchange items of value in and technology partners,” share and agree the that Amadeus is working information is controlled, a transparent way – could says Claudette. same information,” says with IT companies such authenticated and validated automate settlements Travelport has also been Claudette. Examples as Accenture, along with by participants in the in many areas of the considering other potential include invoicing, several new blockchain network rather than one industry,” she adds. use cases for blockchain, settlement, moving start-ups, to devise central administrator. Some of the potential covering different aspects of payments, contract concepts and new pilot “It uses cryptography applications of blockchain of travel, from holding negotiation and identity opportunities. to secure transactions, in the travel industry inventory and guaranteeing verification. which is a very important include the guarantee and a reservation to making “Travelport customers A long-term approach element because it means distribution of contracts, payments. currently undertake Sara says despite being information remains payments, travellers’ “The real impact of many of these activities at a very early stage of encrypted and kept identity and ticketing, blockchain and distributed using manual processes development, blockchain private,” says Sara. says Claudette Thorne, ledger technologies with multiple checks is gaining significant country manager: South will be a reduction in and verification steps. A traction with an estimated Why travel? Africa at Travelport. processing times and distributed ledger secured US$1,2bn (R16,2bn) “I believe the travel “Each application efficiency improvements by blockchain would ensure invested in application over industry is a good field requires investment and for any process where that all parties agree on the last two years. of opportunity because collaboration across multiple parties must a single version of the To page 12

10 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS Your business, powered by our technology

Tailor-made technology, 24/7 support and unrivalled investment

Building a successful travel business creating truly bespoke itineraries for your clients requires expertly designed technology. As a Travel Counsellor, you’ll enjoy exclusive access to our in-house booking platform Phenix, giving you the ability to hand-pick the best products and services for all your leisure or corporate client’s needs, with the freedom to control the commission you earn. Our continuous investment in technology ensures you can build a thriving business and provide your clients with the highest levels of care.

Change your life. Call now. 021 300 1810 www.travelcounsellors.co.za/careers Member of IATA | Member of ASATA | BEE Accredited

TNW9766SD TRAVEL TECHNOLOGY

Some applications of blockchain in travel Sara Pavan of Amadeus  The highly trustworthy, traveller’s identity,” says says there is a wide immutable nature of Sara. range of potentially blockchain also makes  Baggage tracking important applications of it ideal for improving is another complex blockchain technology for the way travellers are challenge involving the travel industry. identified during their multiple decentralised  Today, travellers are journey. actors (airlines, ground often members of Traveller IDs are handlers and airports). various loyalty schemes required at booking, “Consider how much From page 10 of developing prototypes with disparate points. when changing a reassurance you’d While these developments internally, while also Using blockchain, they booking, at security, the have as a traveller may all sound exciting, collaborating with third- could store all their boarding gate, duty-free with a single view of agents shouldn’t hold their party tech start-ups. She loyalty points in a shopping and the hotel. where your bag is, breath for implementation, says it will take some time single digital wallet and “Imagine how much perhaps available via a as many of these are still before the first-use cases redeem them easily, easier travel would be if mobile app. A shared being tested and are a long go live – also because whilst also sending you didn’t need to use blockchain-based way off from roll-out. “Most it will be a process to and sharing points with a passport at all these system may improve businesses outside the change mindsets and drive friends via an app. points in the journey. It the accuracy and fintech industry are still at adoption by proving the “Blockchain means is possible blockchain efficiency of tracking an exploratory stage and value for both companies points can be much could deliver a much and managing bags are watching what others and final users. more universal, as cash more frictionless across the industry,” are doing to see who will Claudette adds that, is today,” she says. experience for proving a adds Sara. make the first move,” in the short term, most says Sara, who believes blockchain developments it will be five years before will happen in close Blockchain timelines agents see blockchain at a supplier groups on private mainstream level. and permissioned chains Travelport has estimated how can expect to wait until based on blockchain There are also a within the travel industry. long it will be before agents various travel applications technology will be launched. number of barriers still “In the mid to long term, hindering growth. Sara we may see payments, Short term (1-2 years) Mid term (2-5 years) Long term (5 years+) says these include inventory and order regulatory obstacles, along management disrupted by Limited B2B payments Travel cryptocurrency Iata coin for air settlement with issues around the blockchain or distributed exchanges scalability of the technology ledger technologies,” she and its ability to keep up says. Basic traveller identity Reservations on distributed Whole trip on blockchain as volume increases, as “Whole trip management private ledger well as the cost involved of on blockchain, air Private permissioned Cryptocurrency payments for Interlining across blockchains adopting new applications settlement and combining distributed ledger for supplier travel and synching them with of air supplier journeys existing systems. we see as a longer-term inventory “We are undergoing a opportunity, anticipating Travel cryptocurrency/token Early Iata coin adoption for Global traveller identity lot of exploration and we further evolution within offerings air payments and settlement are using our expertise of blockchain technology.” travel to apply blockchain She says the willingness of Traveller identity shared where it really makes travel suppliers to offer or across suppliers sense,” says Claudette, sell content on blockchain adding that Travelport is will drive advancements in Source: Travelport taking a dual approach these areas.

100

95

75

25

5

0

TNW8760SD

12 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS How to transform your ADVERTORIAL travel management business

RAVELPORT has released an engaging with travellers. these products have not traditionally services on their smartphones. These eBook offering insights on how Corporate clients want to been available on the GDS, TMCs are are particularly valuable in supporting TTMCs can make their approach experience the same sleek, end- now regularly booking them. business travellers likely to be in and consultancy expertise invaluable to-end experience that they do Content choices are also potentially risky locations. for customers. when booking their vacations. They expanding because suppliers are Yet, not every traveller wants little Over the past two decades also need to be able to access this disaggregating their offering. New or no interaction with a real person. digital transformation has disrupted interface from anywhere, as clients initiatives, such as the incorporation Digital technologies can help here the operating models of many now work and book while they travel. of IATA’s new distribution capability too, supporting the consultant to established businesses. The world is According to the Adobe Consumer (NDC) into the booking process offer great service to customers changing, and customers want to Content Survey, millennials spend an means that more optional extras in the face-to-face or telephonic buy and engage in different ways. average of 9,6 hours on their devices may be available at the time of environments. TMCs must adapt how The Global Business Travel Association per day, while Generation X spend booking. Content is becoming richer they engage with customers to meet forecasts that total spend on business 7,9 hours and baby boomers 6,1 hours and corporates are looking for tools their evolving needs. Platforms such travel is set to grow by 6,1% to per day. TMCs need to embrace that can meet the demand for more as instant messaging can provide a 7% over the next three years. The digital omni-channel technologies, information and data. fast and convenient communication reinventing themselves to exploit new Content aggregators offer a simple Total spend on business travel sources of value. supplier comparison experience. Consumer time spent Travelport’s global business traveller This, however, is so simple that it on devices per day 2021 research reveals that more than cannot provide the data corporates 7% 55% of travellers use voice-activated require. Also, if corporates are not search to find relevant information. using approved booking channels, New tools such as message and the risk of data leakage is high and voice-based interfaces and it is difficult to manage travel policy automation can enhance flexibility, compliance. The opportunity to provide duty of care and reduce add value and enhance loyalty 2018 travel costs. TMCs must connect with is lost. TMCs can now offer NDC- 9.6% 7.9% 6.1% 6.1% Millennials Generation X Baby travellers, not only at point of booking compliant airlines’ own rich data if boomers but before booking, throughout their they engage with an NDC-enabled challenge for TMCs is knowing how journey and after they return. technology partner. There is also a channel. TMCs can now also make to implement digital transformation Business travel today is about growing demand for apps that can use of the exponential increase of in a cost-effective way, while still offering choice. Many clients are help travellers who need to make data available to devise specific recognising that their people and now looking for authentic local itinerary changes. Travelport’s global personalised recommendations for their knowledge are often what sets experiences. Sharing economy digital traveller research found that each client in the form of consultancy them apart from digital competitors. resources can fulfil this demand. While 52% of travellers want concierge services. Such actionable intelligence Today, over 40% of business allows TMCs to add value and travellers are engaging with the Travellers use of various devices for content therefore develop customer loyalty. same content on more than one Digital transformation is also device simultaneously. 82% engage powering more multinational and with content via their smartphones, global travel programmes. While a 63% on their laptops and 28% via multimillion-dollar account needs their tablets. And the smartphone 28% data to negotiate its own deals, Tablet market still has significant potential for smaller accounts might want to take growth, particularly in Africa and the 40% advantage of a TMC negotiating More Middle East. on its behalf. In the future, TMCs are than one This opens a world of new device likely to be viewed as an integral part opportunities for TMCs to transform 82% of the business travel supply chain Smartphone customer services and enhance rather than merely as intermediary loyalty through new ways of distributors.

TNW7970 simplify travel choice

Transform client service by offering unrivalled rich content and comparability - plus tailored recommendations. To learn more about how you can maximize return on every trip, contact your Travelport representative or visit us at travelport.com/simplify

TNW873SD

QUICK READ FOR BUSIEST PEOPLE Wednesday July 11 2018 n 13 TRAVEL TECHNOLOGY Delicate balance between high tech and high touch ONE of the main advantages avoid human interaction on the A local perspective agents have over the Internet road unless they were having a But, warns, Mladen Lukic, is the ability to provide the problem, and more than gm of Travel Counsellors SA, human touch – a friendly half (56%) said they wanted agents should view these voice on the other end of access to business travel results with caution. “As with the phone, talking travellers tools to do more on mobile in any survey, the outcome will through any problems or general. be largely dependent on the changes that may crop up Other findings in the choice of audience and the prefer to stay in touch should still take great comfort that during travel. But what if this Egencia survey include that formulation of the questions. anything go wrong with travel they can phone the TMC isn’t what travellers really 48% of respondents would It’s not surprising that a arrangements.” and sort things out when want? like to use text to update survey by an OTA finds that technology fails them,” says According to the 2017 their travel arrangements, customers do not wish to talk A balancing act Jannine. Egencia Business Travel and while 43% believe advances to humans. So, where does this leave Getting the balance right Technology Survey, exactly half in artificial intelligence (AI) “We absolutely believe in the corporate travel agent? between high-tech and high- (50%) of global respondents would help improve their travel the opposite. Our clients Jannine Adams, senior touch can be a delicate act, (business travellers) would experiences. don’t want their time wasted manager: marketing at and Jannine emphasises that and they want prompt, Amadeus Southern Africa, says a “one-size-fits-all approach” is independent, accurate and consultants need to realise a thing of the past. qualified, trusted information that local travellers expect “Today, travellers demand from our Travel Counsellors. customisation. They want If a client doesn’t trust the products and services that source, then clearly they will respond to their needs and reject talking to it.” preferences. An important Others felt that we’re just facet of today’s travel starting to see the beginning experience is how well of a similar trend locally, travellers feel their needs including Aadil Esack: gm of and preferences are being product and marketing for XL understood by travel providers. Travel. He says: “Many travel This includes striking the right processes can be automated balance between respecting and made more efficient, so their desire for independence it’s a case of knowing your and lack of intrusive service, client and looking at where you which may shift at different can truly add value based on points along the trip cycle. experience and where you can Enhancing their trip by use technology instead. As checking in to offer additional a TMC, you should give your Mladen Lukic elements or assistance might client the option.” be appreciated,” says Jannine. When considering local their journey to be a seamless Mladen also adds that the travellers, Annemarie Lexow, travel experience with travel- balance between contact and sales and marketing manager savvy business travellers technology will be different for of Travel Vision, says she demanding a more ‘connected’ each client and the agents’ has noted that millennials experience. “Travellers want business model. “In our world, and mobile-savvy travellers a multi-channel approach it is not the transaction, but on holiday find it easy to find with access to real-time the overall outcome that things to do through apps information.” defines our relationship. and Google searches – but But this doesn’t mean that As long as we are prompt, only once they arrive at the agent doesn’t have a accurate and trusted, clients their destination. “Business crucial role to play. “At the will expect and accept all travellers are different. They same time, business travellers communication,” he says.

Demand for 24/7 digital support and human advice A recent survey by Travelport information across their review sites (87%). Looking has shown that millennial devices 24/7 as one of through videos and photos business travellers in their biggest gripes. posted by travel brands on South Africa demand both  Two-fifths (39%) say not social media (81%) is also cutting-edge digital support being able to get expert typical, as is using voice- throughout their trips and advice from human search technology (54%). on-demand advice from consultants during the While on business trips, human consultants. booking process is a major South African millennial The research surveyed annoyance. business travellers on 11 000 travellers in 19 Other findings of the survey average use 18 different countries who took at least included that most of South categories of apps. Of these, one return flight in the last Africa’s millennial business map apps are among the year, including 500 travellers travellers are now doing most popular (used by 92%), from South Africa. Findings their own research before along with those that provide included: finalising their travel plans. video tools (91%). High  One-third (37%) of South Among the most common results were also recorded African millennial business tools used to build their for social media (90%), travel travellers now count being itinerary are general advice review (81%) and destination unable to access booking sites (used by 89%) and guide (77%) apps.

TNW8770SD

14 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS TRAVEL TECHNOLOGY The limitations of chatbots WITH improvements help of a human. App a winner! constantly being made in Despite this, various travel artificial intelligence (AI) businesses are still keeping technology, chatbots are an eye the chatbot trend. starting to play a more Rian Bornman, founding complex role in the travel director of the FlightSite industry, with various Group, says it’s a space he’s businesses investigating the watching closely. opportunities they present. “We see getting from A to B While not launched locally becoming truly commoditised just yet, FCM’s chatbot, and a hyper-competitive Sam, has been introduced space where AI will play a internationally and has the significant role. Travel advice ability to send through pre- on travel planning, however, trip information such as will remain better served by weather updates, organise consultants for the long term airport transfers and in our view,” he says. provide up-to-date airport Some travel companies, information. But despite on the other hand, do being able to automatically not believe that chatbots sync travel plans and “Travel advice on have a role to play in rearrange travel within travel planning will their technology strategy. a corporate’s policy, the Mladen Lukic of Travel bot also offers live chat remain better served Counsellors, says all with travel consultants – by consultants.” technology development by illustrating that in some Rian Bornman Travel Counsellors is always instances, only chatting with to enhance the consultants’ a real person will do. announced that it would ability to more accurately Travel Counsellors has seen a 20% increase in Illustrating this point, be integrating chatbots service and ultimately conversion rate on its ‘myTC’ customer app, when research indicates that users into its Messenger app to achieve a better outcome for compared with other digital marketing tools. Internal are reporting frustrating answer users’ questions, their clients. research has shown that customers are more likely experiences when interacting but found that its bots failed “It is never to replace a to book after downloading the company’s app and with chatbots. to complete 70% of user Travel Counsellor in the receiving the travel quotation on their mobile phone. Last year, Facebook requests without the conversation.”

TNW8485SD

QUICK READ FOR BUSIEST PEOPLE Wednesday July 11 2018 n 15 TRAVEL TECHNOLOGY

Will the OTA How to use predictive bubble burst? analytics to sell more ONLINE giants like Amazon WITH slick, user-friendly agents may be guilty in travel, especially leisure, are well known for the way which is typically a varied websites and sometimes of exaggerating and they use predictive analytics buy, and not repetitive. impossibly low fares and believing that OTAs are to drive sales. We’ve all seen “Ideally, a traveller goes hotel rates, online travel on borrowed time, says the messages that pop up on to a different destination agencies (OTAs) can be Aadil Esack of XL Travel. screen, suggesting products for their next holiday. In the a constant thorn in the “I believe OTAs are here based on previous searches corporate space, travel buying travel consultant’s side to stay and they are your or purchases. Essentially, is more repetitive and, yes, we – but could the industry modern-day competitor. predictive analytics means can see predictive analytics be headed for a major Assuming their collapse profiling users and using playing some role but, again, shake-up? is dangerous – it’s far these models to predict future the travel patterns are based Mladen Lukic of Travel better to focus on what behaviour – and this could on the buyer’s industry, Counsellors says he you are going to do to have a huge impact on the requirements, projects, and believes that ultimately, counter the threat they way agents sell travel as well. so on. All variables come into there will be just two present.” In a recent survey, play,” says Riaan. business models in travel. While OTAs are unlikely Travelport found that two- Instead, Agentivity believes “Companies that are to disappear from the fifths of respondents (39%) predictive analytics could ultra-effective, but entirely industry, Herby Seedat, said they were frustrated work better to predict buying transactional with focus chief technical officer when companies didn’t use behaviour around elements on price and convenience, of BidTravel, says he data analytics to provide like advance purchase, delays and companies that excel believes the way that highly personalised travel in providing authorisation to in managing outcome and they operate is likely to “There needs to be recommendations based on ticket, and so forth. “Analytics therefore provide holistic change. their past preferences. more movement in the to help the agent predict how service focused on “Perhaps one of the Mladen Lukic of Travel much work a client might trusted relationships. disruptions is going to be incentives involved Counsellors says there is a demand from them, and “There will be types of blockchain and how that for an agent to sell huge opportunity for agencies comparing that to the eventual is adopted by product travel that are obviously or consortiums to use similar ancillaries.” income – being smart and owners. Having said more suited to one of technology to companies such adaptive about how a TMC that, my view is that it Riaan van Schoor the two models but, as Amazon. “Understanding works with clients,” he says. ultimately, clients will is probably a long-term the customer journey is the Aadil Esack of XL Travel While predictive analytics choose, as they do when change. I cannot see foundation on which we agrees that predictive may play some role in an they buy other goods and product owners being build all our systems. Every analytics have a role to play agent earning additional sufficiently flexible to services. Both will have to interaction with a client beyond just earning the TMC income through the selling of move fast enough. perfect their models and is enhanced by what we or agency additional revenue. ancillaries, Riaan warns that “Therefore, for now, both will have to invest have learned from previous “We have spent a lot of time there needs to be a change heavily in technology. OTAs will continue to interactions,” he says. investigating and studying in the current model for this Anyone left in the middle flourish. What they do “However, the difference predictive analytics, and to work. “We think there covering all bases, will with ancillaries and fare with Travel Counsellors,” says implementing this technology needs to be more movement cease to exist,” he adds. families is also going to Mladen, “is that we maintain is a no-brainer as far as we’re in the incentives involved for While headlines would be an interesting space long-term relationships that concerned.” He says, not only an agent to sell ancillaries – have you believe that to watch, probably linked are then unique for each client can it result in more income, apart from applying service OTAs are killing bricks- to how the NDC space – whereas a transactional but also help your client by fees to these – sometimes and-mortar agencies, progresses as well,” adds company would look to providing them with the best with great difficulty. We’re not similarly, traditional Herby. segment customers into deal, service and journey aware that airlines are overly- groups to suggest products or possible. enthusiastic about paying services based on a common But rolling out predictive agents for selling these – so profile.” He also emphasises analytics isn’t necessarily a what is the incentive? Again, To the point that predictive analytics don’t simple process, says using predictive analytics to just have a role to play as a Riaan van Schoor, ceo suggest where the sale of An updated version of TIC’s agent portal, SystemaTIC, which is now 15 selling tool but can be used of Agentivity. “Whilst this an ancillary was a success years old, is to be released. Besides a clean new look, it includes new to get to know your client’s technology is being well used previously, to ascertain if it’s features like agent policy management, advanced functions on reporting, needs and adapt your service in the retail space, we don’t worth pitching it on the next as well as the ability to issue a group policy in less than a minute. offering in response. think it’s that straightforward sale, can work,” he adds.

INTRODUCING FIRST CAR CONNECT The smart solution that helps you to manage your First Car Rental Account’s all in one place. Amend, search, log queries, access reports and so much more. Get started! Click the First Car Connect button on our website today.

www.fi rstcarrental.co.za

First in Car Hire.

First in Service. CAR & VAN RENTAL

TNW8708SD

16 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS TRAVEL TECHNOLOGY

Travel Counsellors launches Amadeus releases new dashboard Travel Alerts Notifier TRAVEL Counsellors will soon profile of the customer and put launch a new online tool to enable measurable marketing activity, AMADEUS has launched a new ATAN provides several different alerts business owners to finely tune their such as social media content or product, Amadeus Travel Alerts without any intervention from the marketing efforts to appeal to their online destination brochures, in Notifier (ATAN), that allows travel agents. These notifications are sent customers’ lifestyle. The customer place so that our Travel Counsellor agents to keep their travellers via SMS or email for flight updates dashboard has been launched franchisees have all the digital informed of any changes to their affecting clients’ schedules, waitlist globally and will be released into tools at their disposal in truly tailor- travel plans throughout the entire confirmation, re-seating, cancellation, the SA market “very soon”. making marketing efforts to their trip cycle. amongst other changes. It also The dashboard, which has been clients’ preferences. Amadeus says independent alerts passengers to airport changes designed and built in-house, will surveys have shown that more than such as boarding gate, baggage allow Travel Counsellors to get an Full visibility 80% of passengers would like to carousel, terminal changes or delays. overview of their customer base “Each Travel Counsellor will stay informed by airlines and airports “For travellers – disruption is and identify opportunities to build have full visibility of the types of throughout their journey. “The need personal. It’s a missed business relationships with those clients who customer personas that sit within for real-time information becomes meeting or another night away will bring the greatest value to their their contact centres. more pronounced still from home at the end of a businesses, recommending tools “Ultimately, we are using this when the traveller long business trip. And, it’s and techniques to market to them. insight and data to give them an is faced with precisely at these times The technology behind the even more informed view of their disruption during that the traveller dashboard, located in the customers, which enhances the the trip,” says wants immediate company’s customer management experience they create and the Jannine Adams of answers,” she system, segments each Travel relationships they build. They are in Amadeus Southern adds. Counsellor’s contact database, control of how they keep in touch, Africa. maps their travel interests and logs but this is an added-value tool to With ATAN, agents their booking behaviours to produce give them even more opportunity can stay connected to customer personas that can be to build on the tailor-made service their clients and deliver used to target marketing efforts they deliver,” adds Waseem. instant, automated more effectively. The dashboard’s pool of data alerts of changes to the Travel Counsellors’ digital strategy is also enhanced by Travel client’s travel plans from and innovation director, Waseem Counsellors’ customer preference the initial booking up to Haq, explains: “We use customer centre app, an online device that their arrival back home. Photo: Amadeus data to create a pen portrait or records customer preferences.

TNW8768SD

QUICK READ FOR BUSIEST PEOPLE Wednesday July 11 2018 n 17 TRAVEL TECHNOLOGY

Did you know?

 Travelport has signed a multi-year agreement with Qantas that includes distribution of the airline’s content and integration into Qantas’s new NDC platform. Travelport’s Rich Content and Merchandising solution has been deployed, giving agents access to images of cabins and meals and the ability to book ancillaries such as extra leg-room seating.  Agentivity is in the process of rolling out its next-generation platform – Agentivity V3. This new platform is driven by Agentivity’s API and allows for a substantial improvement in the user experience and flexibility in how customers can interact with their data. A key enhancement is the merging of reports to offer a far simpler user experience, and the Amazon’s voice-controlled Alexa technology is being brought into hotel rooms. ability for the system to show key metrics to different user types (e.g. management, operations, finance, agent). Amazon enters the hospitality world AMAZON has announced thermostats, blinds, and TVs in EMC2, Ambassador Tulsa, and ADVERTORIAL a new offering, Alexa for their rooms, or even to call the the Ambassador Wichita, from Hospitality, which will see the concierge. the Autograph Collection; the company’s voice-controlled Jennifer Hsieh, vp: Customer Westin, in Buffalo; St Regis, Alexa technology brought into Experience Innovation, Atlanta, and the Aloft Dublin- hotel rooms. Marriott International, said: Pleasanton, outside San Currently Alexa for Hospitality “So many of our guests use Francisco. is only available to providers voice technology in their There are also plans to see by invitation, with Marriott home, and we want to extend Alexa for Hospitality provide International introducing that convenience to their guests with the option to the technology at selected travel experience. Guests connect their Amazon account properties in Marriott Hotels, of Charlotte Marriott City to an Alexa-enabled device Westin Hotels and Resorts, Center and Marriott Irvine in the room, so they can play St Regis Hotels and Resorts, Spectrum will be among the their own music from apps Aloft Hotels and Autograph first to experience a curated like Amazon Music or Spotify, Collection Hotels from the list of Alexa for Hospitality or listen to audiobooks from Northern hemisphere summer. features. We will be evaluating Audible. At check-out, Alexa for Guests will be able to use guest feedback and adoption Hospitality will automatically Travel Vision puts the world Amazon Echo in their rooms to inform how we expand disconnect the guest’s Amazon to ask Alexa for information the skills, features and account from the in-room at your fingertips about the hotel, such as the functionality offered through device. opening hours of the pool, Alexa in our hotels.” Marriott has no immediate In 2018, Travel Vision is putting the needs of our agents front or the location of the gym. Other Marriott properties plans to roll out the technology and centre of our business offering. Providers will also be able that will see the introduction to hotels beyond the US, but Consistently, our customers have requested quicker to configure Alexa so that of Alexa include: the Cavalier may do so after gauging guest turnaround times for quotations. guests can control the lights, in Virginia Beach, Playa Largo, responses.  Agents often have to service last-minute bookings, while today’s client expects rapid responses to their requests. As a travel agent, not being able to quote and book quickly could mean losing business. We have created TravelVisionOnline to deliver on this need. Our sophisticated computer and communications systems provide us with a global online interface with our international principals. TravelVisionOnline puts this worldwide offering at your fingertips. Actionable TravelVisionOnline is a real-time online booking engine, offering agents 24/7 access to more than a million rooms Insights For daily worldwide. The booking engine provides immediate confirmations, which means an end to delayed responses or holding on for telephonic quotes. Travel Agencies Agents also have the ability to book transfers and excursions. Travel Vision is your one-stop shop for 2018. Through TravelVisionOnline, we can help you with all your booking Every day, you generate significant volumes of data when needs, be it accommodation in France, adventure activities in making bookings through your GDS. But are you truly Australia or transfers in Zagreb. harnessing its full potential? To use the tool, register today by filling out the online registration form on Travelinfo. With over 100 million transactions processed since 2011, Travel Vision looks forward to assisting you, our valued Agentivity is the number 1 data management partner customers, in 2018. to travel agents in 50+ markets worldwide.

Contact Travel Vision for your next break-away: Our mission? Develop effective solutionsto help you [email protected] make the right decisions for your travellers and travel (011) 408-8000 agency.

TNW7925 Your benefits? You save time, increase your revenues, and accelerate your business!

For a FREE subscription to TNW Contact us now and find [email protected] contact Gladys on [email protected] how we can help you! 011 568 0496

TNW8772SD

18 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS COMMUNITYNEWS JOBS Births, deaths, marriages, promotions – we want to know! Please fax or e-mail TNW’s Savannah Freemantle, at [email protected] or (011) 214 7324.

Flight Centre Travel Group recently received accreditation from the Pick of the week South African Board brought to you by of People Practices (SABPP) as a learning provider for its National Certificate in Generic Management. Pictured: Travel Consultant – CPT (Sea CFO – JNB Point) Flight Centre Travel Group Ronel Coetzee, quality Candidate to be a commercially assurance manager at Flight Centre Travel Group Sell travel experiences. From astute, articulate, dynamic, the SABPP, handing intuitive and an influential the certificate of adventures to Thailand to city breaks in London. Provide financial leader. Ability to operate accreditation to Andrew outstanding customer service at a fast-paced strategic and operational level. Play an integral Grunewald, FC business while managing their trip. school leader. role in operational and strategic Email: [email protected] direction of the company. Email: [email protected] Corporate Sales Head of Upskilling the industry Department – JNB Senior Inbound Consultant Quantex Recruitment Group – CPT Results orientated wanted by Quantex Recruitment Group leading airline. Experience in 5+ years’ inbound consulting selling to travel & tours trade experience & fantastic & staff management Southern & East Africa product experience essential. knowledge is required. Create Email: [email protected] mesmerising, bespoke itineraries Seychelles serendipity for your clients. Email: [email protected] After her client cancelled his Wholesale Consultant – JNB North/West Rand trip to Raffles Seychelles, Fazlin Senior Inbound Consultant – Professional Career Services Latin Market – JNB North Jacobs (pictured) corporate Minimum 5 years’ experience Professional Career Services travel manager at executrav, within wholesale environment. was offered the accommodation, Minimum 5 years’ experience Good knowledge of Europe in the tourism industry. transfers, breakfast and dinner or Far East. Amadeus. free of charge. With the ocean- TourPlan. Product knowledge Email: [email protected] on Southern Africa. Spanish/ view villa too good to pass up, Portuguese speaking. she bought her flights and jetted Leisure Leader – BEE – DUR Email: [email protected] off to soak up the Seychelles. Lee Botti & Associates Reveal your passion for leisure Corporate Guru – DUR and make holiday dreams Lee Botti & Associates come true. Minimum 7 years’ Show off your international international experience. Basic corporate skills in dealing + commission. Email: with VIP’s. Minimum 5 years’ [email protected] experience with Amadeus sign on. Salary negotiable. Email: [email protected] Finance Assistant – JNB North Tours Consultant – JNB North Equity Connections cc Equity Connections cc Career opportunity! Handle Junior South/Southern Africa bank, credit card, balance sheet expert needed. Book FIT’s/ reconciliations, data analysis, Groups throughout Africa, design creditors/debtors administration and cost exciting itineraries. and more. Relevant financial Minimum 1 years’ tour operating experience essential. experience needed. Girls’ day out Email: equitycon@mweb.co.za Email: [email protected] Senior Leisure Consultant – Intermediate Ticketing CPT,CBD Consultant – Tygervalley G Adventures recently treated the Development Promotions team to a day of pampering Flightsite Club Travel at Life Day Spa followed by high tea at 54 on Bath in Rosebank. (From left): Diana Meticulous ticketing agent Are you excited about selling Olivier, sales operations and support; Harshana Parbhoo, product expert; Tasneem required for our online travel Motalib, product expert; Jen Skinner, sales operations and support, all from DP; Sarah holiday packages? division. Minimum of 3 years’ O’Mahony, G Adventures sales representative; and Bev Denis, DP product expert. Join our leisure division in as an intermediate ticketing Cape Town (CBD). Minimum consultant and strong of 5 years’ leisure consulting knowledge of international in March. “Jerome is an (now part of the LastMinute. experience required. fares essential. Appointments online travel pioneer,” said com group), where he built Email: [email protected] Email: [email protected]  Travelstart Stephan Ekbergh, founder the world’s largest travel TNW9792 has appointed and ceo of Travelstart. “We and lifestyle-focused social These adverts were selected from the vacancy Jerome Touze are making travel simpler networking community with section of www.travelinfo.co.za as chief for business and leisure over 25 million users. Prior For more details contact [email protected] marketing travellers in Africa and he to that he was a senior officer based brings a mix of creativity consultant at Accenture in in Cape Town. and entrepreneurial flair to London where he worked Jerome left the mission.” in the communications and his role as Previously Jerome high-tech division for clients coo of WAYN.com, part of co-founded travel social such as Microsoft and Senior Leisure & Ticketing Consultants the Lastminute.com Group, networking site WAYN.com British Telecom. CPT North / Remote Travel by Investec - operated by Flightsite (PTY) Ltd For the record Do you deliver out of the ordinary service? Min. 5 years’ leisure / ticketing experience. Dustin Booysen is a reservations consultant at Thompsons Holidays, not senior leisure travel consultant at Email [email protected] to apply. Link Travel as published in last week’s TNW. TNW apologises for the error. TNW7959

QUICK READ FOR BUSIEST PEOPLE Wednesday July 11 2018 n 19 Changes at TTS TNW NEWS From page 1 management solutions retaining existing clients to TTS’s corporate client and also looking for base. opportunities for growth Regarding the GBT for the American Express HRG buy-out, Morné said Global Business Travel there was no update as Discover Dubai brand. the deal was currently Wayne told TNW that sitting with the approval Travel Vision is offering after managing the Travelit authorities. “Once it has a five-night package at new business sales been approved, we will the four-star Four Points portfolio, he was looking have more information,” by Sheraton Downtown forward to providing travel he said.  Dubai from R22 902pps between July 1 and August 30. The rate includes return flights and taxes departing Johannesburg, breakfast, return airport transfers, visa, one-day Dubai Park ticket valid for two parks, a desert safari and barbecue dinner. Pictured: Catherine Malama, reservation consultant, Travel Vision. Photo: Shannon Van Zyl Fastjet to launch domestic services by 2019

Kylie Granat and Tessa Reed principal shareholders in that fastjet has commenced the weeks leading up to the process of exercising ASTJET has received a the approval of its financial its option to acquire Federal cash injection of roughly statements. “I am delighted Airlines subject to all F $10 million (R137m) to say that that they have necessary approvals. and has started the process provided non-binding A brand licence agreement of acquiring Federal Airlines. indications of interest to with Federal Airlines was It hopes to launch domestic participate in a further implemented last year, services in South Africa by fundraising of not less than which saw fastjet gain TNW774SD the end of next year. $10 million.” access to a South African In the company’s final Some of this funding Airline Operating Certificate brought to you by eTNW and TRAVELINFO results statement for the comes from the purchase with a view to commencing year ending December 31, by Solenta Aviation Holdings fastjet-branded services in 2017, Nico Bezuidenhout, Limited of additional Fastjet South Africa no later than fastjet ceo, said the PLC shares, early 2019, the statement brought to you by eTNW and TRAVELINFO company approach its The statement further says says.  Mango joins Amadeus

Sarah Robertson “We need to implement This is a very different Passengers come before agents what the industry is approach to the unfriendly EFFECTIVE July 4, Mango dictating that it needs from agent strategies that are Do airlines inform agents of flight delay/cancellation fare offerings are available us.” currently being implemented alternatives after informing passengers? for sale for the first time in Andy said while low-cost by a number of international Amadeus. carriers had initially begun full-service carriers who  Often Andy Hedley, gm Southern operations with the intention appear to be moving further  Sometimes Africa at Amadeus, said of working through direct and further away from travel  Never in addition to a range and web booking channels agent distribution. 63% of public fares, Mango only, a recent spurt of “It is clear that corporate fares would also increased GDS offerings Mango, kulula.com and be available for sale through from local low-cost carriers FlySafair have all started Amadeus. made it clear that travel implementing hybrid 31% Benediction Zubane, agents were still key sellers technological strategies, hod marketing and of seats in the marketplace. which is quite a profound communications for Mango, FlySafair announced last move away from the said Mango’s parent month that it was expanding traditional low-cost carrier 6% company, SAA, already made its GDS offering to reflect model. This indicates the use of Amadeus and that its full range of available reach that agents clearly eTravel is the ITC market leader in South Africa and assists senior Travel this decision would lead to fares. Previously only high- command and the value that Consultants and Travel business owners to realise their dreams. If you have more system compatibility yield fares have been made adds in the South African ever dreamt of owning your own travel business or would like to cut costs by doing away with your IATA license and improve your current business between the two airlines. available on the GDS. market,” said Andy.  eTravelefficiencies is the then ITC youmarke shouldt leader call in eTravel. South AfricaWe run and the assists back officesenior forTravel over 200Consultants Independent and Travel Travel business Companies owners and tospecialise realise their dreams. If you have inever making dreamt your of travelowning business your own a success travel business by offering or would like to cut costs To the point theby doingbest commissions, away with your overrides IATA license & a comprehensive and improve your current business supportefficiencies structure. then Ifyou you should have acall client eTravel. base, 5We years run the back office for over travel200 Independent consultant Travelexperience Companies or already and specialiseown your Flydubai will close its Open frequent flyer programme and adopt the Emirates Skywards scheme in its ownin making business your but travel want business to make a successmore, then by offeringcontact place, effective August 1. Open points can be redeemed against future Flydubai services until July 31, us!the You’llbest commissions, be amazed at overrides how easy & it a is! comprehensive or members can opt to manually convert their miles at a rate of one Skywards mile for every two Open Contactsupport structure.Tammy on If 0861eTrave1 you have a client base, 5 years ortravel [email protected] consultant experience or already own your points. Points that are not redeemed or exchanged for Skywards miles before the end of the month, will be own business but want to make more, then contact converted into a Flydubai voucher and sent to the member’s registered email address on August 1. TNW7136us! You’ll be amazed at how easy it is! Contact Tammy on 0861eTrave1 20 n Wednesday July 11 2018 QUICK READ FOR DECISION-MAKERS or [email protected]

TNW7136