Destination Australia Partnership UK SALES CALL MANUAL Contents The Destination Australia Partnership . 3 Contacts . 3 Location . 3 Tourism Australia - London . 4 State & Territory Tourism Organisations (STOs) . 5 Know Your Markets . 6 Consumer Profile . 6 International Visitor Arrivals . 6 Market Strategy . 6 Market Overview . 6 Market Updates . 6 Tourism Export Toolkit . 6 UK Market Profile . 6 UK Market Profile . 7 Trends . 8 Distribution . 8 Planning and Purchasing Travel . 8 Special Interest . 8 Planning a Visit to Market . 9 Top Tips for Sales Calls . 9 Aussie Specialist Program . 10 Premier Aussie Specialist . 10 Key Distribution Partners . 11 Other Trade Partners . 12 Travelling in the UK . 14 London . 14 Regional UK . 14 Map of the UK . 15 2 | UK Sales Call Manual The Destination Australia Partnership The Destination Australia Partnership (DAP) was DAP has two European offices – in London, and introduced in 2004 as a joint initiative between Frankfurt – with responsibilities as below: Tourism Australia and the State and Territory Tourism Organisations (STOs) in the European market . LONDON United Kingdom Ireland DAP ensures a better alignment with marketing Netherlands Nordic (Sweden, Norway, activities and operations, improves effectiveness in Finland, Denmark) marketing Australia overseas, reduces duplication Belgium and overlap with the region, and provides core FRANKFURT Germany services and training to trade and retail partners . Switzerland Austria Italy, France, Spain (represented by agencies) Contacts When including London in your visit to Europe, you are very welcome to visit the DAP team at our office in Australia House, central London . You would have the opportunity to obtain a market update from your respective STO representative and/or the Tourism Australia team, as well as provide a training session/product update for our Trade Team . HOLBORN KI NG SW Location AY FLEET STREET AUSTRALIA HOUSE Level 6 Australia Centre Australia House ND RA E ST Cnr . Melbourne Place & The Strand TH London WC2B 4LG BLACKFRIARS VICTORIA EMBANKMENT TEMPLE BL Nearest tube station is Temple on the AC KFR District and Circle Lines . IARS BR RIVER THAMES ID WA GE TE Click here to access Transport for RL OO BRI London’s Journey Planner DGE EMBANKMENT 3 | UK Sales Call Manual Tourism Australia - London REGIONAL GENERAL MANAGER, DIGITAL COORDINATOR, UK & NORTHERN EUROPE AUSSIE SPECIALIST PROGRAM Denise von Wald Silvija Bradford dvonwald@tourism .australia .com sbradford@tourism .australia .com +44 (0) 207 438 4629 +44 (0) 207 438 4605 PARTNERSHIP & DISTRIBUTION MANAGER, TRAINER, UK & NORTHERN EUROPE UK & NORTHERN EUROPE Pete Mills Ricky Dunn pmills@tourism .australia .com rdunn@tourism .australia .com +44 (0) 207 438 4612 +44 (0) 207 438 4614 Mobile: +44 7795 657 292 Mobile: +44 779 5657 289 PARTNERSHIP & EVENTS EXECUTIVE Christina Dragaesser cdragaesser@tourism .australia .com +49 (0) 69 2740 0635 4 | UK Sales Call Manual State & Territory Tourism Organisations (STOs) NAME TITLE PHONE MOBILE EMAIL TOURISM WESTERN AUSTRALIA Kate Bifield Regional Manager UK 0207 438 4647 07835 065 001 kbifield@twa .australia .com Laoise Collins PR Manager UK 0207 438 4606 07917 166 180 lcollins@twa .australia .com Felipe Francisco Marketing Executive UK 0207 438 4658 07825 065 003 ffrancisco@twa .australia .com SOUTH AUSTRALIAN TOURISM COMMISSION Janice Kurrle Marketing Manager 0207 438 4636 07900 892 375 jkurrle@satc .australia .com UK, Nordic & Benelux Rachel Lewis Marketing Exec 0207 438 4637 07836 221 279 rlewis@satc .australia .com UK/ Benelux/ Nordic Region TOURISM NORTHERN TERRITORY Fleur Sainsbury Regional Manager UK, Ireland, 0207 438 4642 07791 205 329 fsainsbury@tourismnt .australia .com Nordic & Netherlands Robert Hardless Manager, Strategy & Planning, 0207 438 4641 07971 578 844 rhardless@tourismnt .australia .com UK, Ireland & Nordic Steven Balderston Marketing Exec UK, Ireland, 0207 438 4641 07896 793 091 sbalderston@tourismnt .australia .com Netherlands & Nordic DESTINATION NEW SOUTH WALES Siobhan Burke Regional Manager, UK & Europe 0207 438 4643 07725 860 479 sburke@tnsw .australia .com TOURISM VICTORIA Claire Golding Regional Manager, UK & Europe 0207 438 4645 07950 287 149 cgolding@tvic .australia .com Trish Pierson Mktg Exec UK, Ireland, Nordic & 0207 438 4646 tpierson@tvic .australia .com Benelux Region TOURISM & EVENTS QUEENSLAND Jane Nicholson International Director UK, 0207 438 4664 020 7593 1711 Jane .nicholson@queensland .com Ireland & Nordic Catrin Davies Trade & Marketing Mngr UK, 0207 438 4663 020 7593 1712 catrind@hillsbalfour .com Ireland & Nordic Sarah Ratcliffe Sales & Marketing Accounts Exec, 0207 438 4663 0207 593 1747 sarahr@hillsbalfour .com UK Ireland & Nordic 5 | UK Sales Call Manual Know Your Markets Before organising a visit to the European market, it would be worth taking a look at the following pages on the Tourism Australia corporate site – www .tourism .australia .com . CONSUMER PROFILE, UNITED KINGDOM MARKET UPDATES Click here Click here Displays up-to-date information on the performance of the UK . INTERNATIONAL VISITOR ARRIVALS Click here TOURISM EXPORT TOOLKIT Click here MARKET STRATEGY A comprehensive guide to inbound Tourism in Australia . Click here Explains Tourism Australia’s market focus in order to achieve benefits to the Australian economy . UK MARKET PROFILE Click here Contains information on market performance, aviation development, trends and insights, and the distribution network . 6 | UK Sales Call Manual UK Market Profile The UK travel industry continues to evolve with consolidation still evident and online channels gaining pace . However, traditional booking channels remain important for Australia with key distribution partners further investing in high street retail space . These companies continue to play a key role in converting consumers and influencing them to spend more, disperse further and stay longer, as well as pre-book more ground components . Wholesalers/ Commission Level: up to 20% Large Agents • There are over 50 tour operators selling Australia throughout the UK, however a large proportion of sales to Australia are handled by a few key specialist operators . • Tour operators vary from traditional wholesalers to companies that combine various wholesale, direct, online and retail channels . • Direct sellers have been a key feature of the UK market and have traditionally dominated sales to Australia, although overall numbers are decreasing because of industry consolidation . • Trailfinders, STA Travel and Flight Centre are major retail consumer direct sellers for Australia in the market . Other operators sending significant numbers of passengers to Australia include Austravel, Travelbag and the Lotus Group . • Key consolidators include Travel 2 and Gold Medal . Retail Agents Commission Level: up to 10% • Retail agents generally have a basic knowledge of Australia, largely due to the Commonwealth, sporting and historic ties that Australia shares with Britain and the coverage in the media . • Thomas Cook and TUI Retail (Thomson and First Choice) are the largest retail chains in the UK however, are not considered specialists in selling tailor made Australia packages Online • Direct flights and accommodation bookings make up most sales through Online Travel Agencies (OTAs) . • OTAs to date have a limited capability to transact complete itineraries for holidays in Australia . True dynamic packaging cannot be purchased online through any OTA in the UK at this stage . • The major UK online travel agencies are Expedia, Lastminute .com and Opodo . Inbound Tour Commission Level: up to 30% Operators • There are several inbound tour operators (ITOs) active in the UK market, these include: ATS Pacific, AOT Inbound, Tour East Australia, Pan Pacific, Southern World and Goway . In addition, The Tailor, Southern Crossings and Alquemie target the high-end sector . 7 | UK Sales Call Manual Trends DISTRIBUTION PLANNING AND PURCHASING TRAVEL » Australia is a key destination for wholesalers and » In terms of booking channels, research shows travel agents due to the high-yield value of booking there remains a reliance on retail agents for a holiday Downunder . long haul holidays as British consumers look for more protection . Offline travel agents remain » Distribution partners remain important in the top method for those who would book a trip influencing consumers to spend more, disperse to Australia, with four in 10 nominating to book further, stay longer and pre-book more their trip with a high-street travel agency . Booking ground components . through an OTA was the second most popular » To adapt to the changing distribution landscape, booking method, closely followed by booking major retail agencies have invested in direct selling directly with an airline . channels, such as call centres and online sites . For » Australia has traditionally had long lead booking long haul travel, retail agents remain an important times due to the perceived complexity of the channel for consumers . purchase in terms of time, cost and distance . With » Vertical integration, consolidation and economic uncertainty around Brexit, fluctuating globalisation continue to be key trends in the exchange rates and last minute deals prevalent in retail travel sector . As a result, the number of UK the market, lead times for booking all international retail high street outlets continues to decline, with travel, including Australia, has become more major groups buying smaller independent chains . unpredictable . Some