JULY 2015 - Travel Bulletin

Transcription

JUly 2015
WIN
a ski trip
in France
south african
ventures
northern ski
serene samoa
intoxicatinG india
careers in focus
can a few
bad apples
spoil the bunch?
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contents
From the managing editor
Bruce Piper
COVER STORY
18
smooth criminals
features
42
48 52 58 South Africa
Samoa
Northern Ski
India
monthly
02 08 27 28
30
40
63 64 State of the industry
Issues and trends
Travel management
Business Events News
Cruise report
Industry in focus
Brochures
The last word
columns
02 Ian McMahon
06 Steve Jones
09 AFTA View
13CATO
28 Jill Varley
31 CLIA View
www.travelbulletin.com.au
Travel Bulletin is part of the
Travel Daily family of publications
ThE Australian travel industry has been in the spotlight this month, and
not for the right reasons. Agent collapses, CEO resignations and profit
downgrades have provided plenty of media fodder, and as Steve Jones
points out in travelBulletin’s cover story, this has reignited the debate
about the TCF - despite that horse having well and truly bolted.
Consumer group CHOICE has also weighed in, publishing a somewhat
misguided article which “helpfully” points out that travellers would be
well advised to ask their agent what happens to their money if he or she
goes broke. That’s a good question - but you would have to imagine that
it raises some rather fundamental issues of trust.
An honest travel consultant - like the 99.99% of the industry who work
hard to fulfil their customers’ dreams - will surely answer the question
truthfully. But someone who is dishonest or set on perpetrating fraud
would also give all the assurances in the world that their clients’ monies
are safe in order to get their hands on the cash.
The collapses this month have confirmed the bottom line is that there
are likely to be those who want to do the wrong thing in all walks of
life. Previously, with swift TCF payouts, these matters sometimes didn’t
come into the public arena. However as evidenced by at least one of the
recent failures this also allowed a pattern of bad behaviour to continue
over several years, leading to multiple collapses which were formerly
funded by the rest of the industry.
It’s also instructive to compare the publicity garnered by CTS Travel
and ACE Travel with that from the closure of helloworld member Travel
Rockhampton. In that case there was barely a ripple of discontent because the Helloworld Limited Consumer Protection Policy meant
customer accounts were immediately taken over by other members of
the group, allowing trips to continue without interruption.
Meanwhile, this month’s travelBulletin has seen the addition of a new
section linked to our popular MICE industry publication Business Events
News. Group travel is a burgeoning area for many agents, so we hope
you enjoy getting the latest updates from this sector.
And going forward it’s going to be a big month. The Travel Industry
Exhibition kicks off in Sydney on 16 July, with Travel Daily also
celebrating its 21st birthday. That all happens just before the National
Travel Industry Awards on the 18th - see you there!
This month’s contributors
Steve Jones, Guy Dundas, Jayson Westbury, Brett Jardine, Dennis Bunnik,
Sean Johns, Brian Johnston, Nina Karnikowski, Rachael Oakes-Ash,
Amanda Woods, Kris Madden, Sarah Piper, Jenny Piper
EDITORIAL
Managing Editor – Bruce Piper
[email protected]
Co-ordinating Editor – Louise Wallace
Ph: 02 8090 3125
[email protected]
Editor at Large – Ian McMahon
Ph: 03 9568 4464 or 0414 320 321
[email protected]
Advertising
National Sales Manager
Lisa Maroun
Ph: 0405 132 575 or 02 8007 6760
[email protected]
Production Co-ordinator
Sarah Piper
Ph: 1300 799 220 or 02 8007 6760
[email protected]
DESIGN TEAM
Wendy St George, Hannah Power, Sarah Piper
FINANCE
Jenny Piper
[email protected]
4/41 Rawson Street Epping NSW 2121
PO Box 1010 Epping NSW 1710 Australia
Tel: 1300 799 220 (+61 2 8007 6760)
Fax: 1300 799 221 (+61 2 8007 6769)
travelBulletin JULY 2015
1
state of the
industry
Gaines signs off
Ian McMahon’s perspective
helloworld on the hunt, again
AS the Helloworld board chokes back its
disappointment that Elizabeth Gaines
will vacate the company’s chief executive
chair, it must focus on the search for her
replacement.
The composition of that board has
undergone one highly significant change
since it appointed Gaines to the position
15 months ago. The family company of
Spiros Alysandratos, perhaps Australian
retail travel’s most savvy operator, once
again has a seat at the board table,
following the $12 million acquisition of
a parcel of shares from UBS, taking the
Alysandratos shareholding to just under the
critical 20% level.
Peter Spathis, the chief financial officer
of the Alysandratos private company,
Consolidated Travel, is back as a Helloworld
director. Spathis was a director on the
Jetset Travelworld board from June 2002
to November 2012 – that is from the time
Alysandratos was the company’s majority
shareholder through the mergers with
Qantas Holidays and Stella that diluted his
family’s holding to a minority stake.
After the Stella merger, Spathis was
forced off the board because of perceived
conflict of interest between Consolidated
Travel and Stella’s rival consolidation unit,
Air Tickets. The re-appointment of Spathis
gives Helloworld, for the first time since
2012, a director with hands-on retail
travel industry experience. This is not
unimportant for a company with a core
business of selling franchises to retail
travel agents.
One of the drivers of the discontent
that has seen numbers of the company’s
top performing agents defect to rival
groups and others refusing to embrace the
Helloworld brand, has been a perception
that those at the top lack understanding of
life at the retail travel coal face.
The controversial decision to drop
established brands in favour of Helloworld
was led by two former airline executives,
then chairman Tom Dery and then
chief executive Rob Gurney. Both were
considered by many retailers to be agentunfriendly in their airline days.
It will be interesting to see if the cultural
change of introducing hands-on retail
experience at board level is repeated with
the appointment of a new chief executive.
Certainly, at least one potential appointee
from within the company’s own ranks
ticks the right boxes; Russell Carstensen.
Beginning his career with Concorde (now
Air Tickets) decades ago, his commercial
performance in keeping Air Tickets humming
and turning around the fortunes of QBT
stands out among the mixed results
achieved by Helloworld in recent years.
Helloworld’s recruitment team is again
drafting a job description with new KPIs
following the shock resignation of CEO
Elizabeth Gaines last month.
Stepping down after just 15 months at
the helm to “look for other opportunities”,
Gaines marks the second chief to step down
before hitting the two year milestone, with
her predecessor Rob Gurney pulling the pin
after 18 months.
Gaines has remained tight lipped on her
next step and whether she will remain within
the travel industry or pursue opportunities
in her former roles in finance. She has
also retained her position on the Fortescue
Metals Group board of directors as nonexecutive director since 2013.
In an extensive interview with travelBulletin
in January this year, Gaines admitted it had
been a “challenge” to win the favour of
some Australian agents following the merger
of Harvey World Travel, Jetset Travelworld
and Travelscene American Express. She also
singled out the role as the highlight of her
career, but it’s no secret that Helloworld’s
revenue and earnings have been sliding as
the business transformation continues.
Gaines will complete a six month notice
period while her job search continues.
ATAS criteria tweak
AFTA’s ATAS accreditation scheme has
received some minor surgery as details
unfolded of the highly publicised collapse of
CTS Travel last month, with AFTA ceo Jayson
Westbury conceding that the application
criteria had to be tightened to minimise the
chances of fraud.
As details of the ATAS accredited CTS
business monitor
OUTBOUND MARKET
INBOUND MARKET
MAIN DOMESTIC ROUTES
Top 10 domestic city pairs at Mar 2015
Top 10 destinations, Feb 2014
Top 10 sources, Feb 2015
Destination
Trend SeasonallyOriginal Trend
Trend
Jan 15/ Feb 14/
Adjusted
Feb 15
Feb 15
000
000
000
%
%
New Zealand 105.5 104.8 106.39
+1.0
+5.8
Indonesia 93.494.668.3 +0.4 +9.4
USA
85.183.854.5 +0.5 +12.9
Thailand 45.444.735.7 -0.4 -10.1
China
33.736.625.4 +0.8 +0.8
Singapore 31.131.124.8 +0.4 -4.7
Japan
22.321.723.4 0.0 +12.2
Malaysia 22.725.221.2 +0.7 -13.6
India
22.8 19.19.6 -0.6 +7.2
Vietnam 20.123.218.6 +3.6 +0.9
All outbound775.0776.7554.5 +0.5 +3.9
SourceTrend
Seasonally Original Trend
Trend
Adjusted
Jan 15/ Feb 14/
Feb 15 Feb 15
000
000
000
%
%
76.6
86.6
164.0 +1.1
+18.2
China
New Zealand 105.5 106.1
79.6
+0.2
+1.2
UK
55.154.2 72.4 +0.7 -0.1
USA
49.149.8 61.9 -0.1 +7.0
Japan
27.027.4 31.7 +0.6 +0.6
Singapore
30.4
30.8
29.3
-0.4
-3.2
Malaysia 25.524.4 27.0 -1.7 -4.3
India
19.7 21.5 23.0 +3.5+30.0
Hong Kong
16.2
15.0
22.5
-1.9
-6.2
South Korea 18.5
18.5
21.0
+1.1
+12.5
All inbound 592.6 602.8
722.2
+0.4
+4.8
City pair
Source: Australian Bureau of Statistics
Source: Australian Bureau of Statistics
Source: BITRE
2
Melbourne-Sydney Brisbane-Sydney Brisbane-Melbourne Gold Coast-Sydney Adelaide-Melbourne Melbourne-Perth Adelaide-Sydney
Perth-Sydney Gold Coast-Melbourne Hobart-Melbourne Passengers Passengers % change
YE Mar 14 YE Mar 15
(000)(000)
8,254.8
8,402.3
4,435.8
4,429.3
3,231.8
3,325.3
2 580.8
2 569.2
2 216.1
2 270.2
2 202.9
2 146.4
1 768.2
1 818.0
1 810.9
1 783.4
1 686.0
1 762.7
1 388.4
1 433.0
+1.8
-0.1
+2.9
-0.5
+2.4
-2.6
+2.8
-1.5
+4.5
+3.2
state of the industry
Travel collapse emerged last month, AFTA
moved swiftly to expand the criteria for all
new applications. Extra questions have been
added to the ‘business and governance’
criteria, with applicants now required to
provide detailed information on who has an
influence over the business, and whether they
have ever been bankrupt.
Westbury shrugged off notions that there
were holes in the ATAS scheme at the CATO
AGM in Sydney last month, claiming that there
is simply no way of keeping “dodgies” at bay.
“If someone fails to provide us with the
complete information [about their business
when applying for ATAS], then we can’t
do anything about it. There is no system
anywhere in the world that can keep dodgy
people out,” he said.
Westbury also stressed that the current
system was still a “far greater” improvement
on the Travel Compensation Fund (TCF)
which, he claims, blanketed the issue and
discouraged affected customers from seeking
assistance from the police.
success for ATE15
Industry heavyweights
from Tourism Australia,
Virgin Australia and Etihad
Airways were all smiles
at Australian Tourism
Exchange (ATE) last month
after rubber stamping
partnerships worth $80
million over the next five
years. Discussing the
partnerships in more detail,
TA md John O’Sullivan said
airlines were “important
partners” for the Australian
tourism industry to promote
the country on the global stage.
Including a $50 million partnership with
Virgin Australia and a $30 million MoU
with Etihad Airways, the three partners will
work together to communicate Tourism
Australia’s latest There’s Nothing Like
Australia campaign. Coverage will span
marketing promotions, and trade and
business events.
Victoria’s tourism sector was also centre
stage at the annual showcase, with new
figures from Tourism Research Australia
showing the state saw an 8.9% increase
in international visitors last year to 2.1
QF/MU push continues
million. Asia dominated the growth with a
15.2% increase in visitor numbers for the
year ending December 2014.
The 36th annual Australian Tourism
Exchange (ATE15) saw more than 2500
delegates descend on the Melbourne
Convention and Exhibition Centre from
21-25 June to feature the latest Australian
product to buyers from over 30 countries.
Pictured are Etihad Airways VP Asia
Pacific South & Australasia, Lindsay White;
Tourism Australia MD, John O’Sullivan; and
VA Chief Customer Officer, Mark Hassell.
Qantas and China Eastern are again
throwing the ball in the ACCC’s court on
the proposed QF/MU alliance, with MU
announcing it will ramp up services between
Shanghai and SYD/MEL before the year is
out if the alliance is given the green light.
The ACCC has so far indicated it will reject
YEAR ENDED MARCH 2015
the proposed venture on the basis that the
Chart I
International
Passengers
- March 2013 to March 2015
airlines would
have the Carried
power (thousands)
to raise prices
flagged plans to operate seasonal flights
and cut services on the popular Sydney to
1950
between Shanghai and Cairns from January.
Shanghai route. But in aINBOUND
bid to get the ball OUTBOUND
1700
But in a joint submission to the ACCC, the
rolling, the airlines have confirmed plans
airlines stressed that such plans would not
to move to double daily A330 flights on the
1450
occur if the ACCC fails to ease its opposition
Shanghai/Sydney and Shanghai/Melbourne
1200
to the proposed alliance.
routes by November. China Eastern also
The statement also alluded to further
“opportunities” to introduce other services to
China – such as Perth to Shanghai - but again
insisted that the expansions would not occur
Continues over page
950
business monitor
Chart II
International Passengers by Major Airlines - Year ended March 2015
Qantas Airways,
15.7%
Others, 26.5%
Emirates, 9.7%
Thai Airways
International, 2.5%
Singapore Airlines,
8.6%
AirAsia X, 3.9%
Malaysia Airlines,
4.3%
Cathay Pacific
Airways, 5.0% Air New Zealand,
7.4%
Mar-15
Jan-15
International passengers by major airline – year ended Mar 2015
Feb-15
Dec-14
Oct-14
International Air Market Share
Nov-14
Sep-14
Jul-14
Aug-14
Jun-14
Apr-14
May-14
Mar-14
Jan-14
Feb-14
Dec-13
Oct-13
Nov-13
Sep-13
Jul-13
Aug-13
Jun-13
Apr-13
May-13
Mar-13
700
DOMESTIC AIR MARKET – March 2015
Total pax carried
Revenue pax kms (RPK)
Avail seat kms (ASK)
Load factor (%)
Aircraft trips (000)
Mar
Mar
14
15
4.79m 4.83m
5.53bn 5.56bn 7.40bn 7.32bn
74.8
75.9
53.8
54.9
Source: BITRE * Percentage points
Domestic On Time Performance – April 2015
Departures on Time
Arrivals on Time
Cancellations
No. %No.%No.%
Jetstar
5,521
Qantas
8,126
QantasLink 8,027
TigerAir
1,710
All Airlines
39,520
Jetstar, 8.6%
Virgin Australia,
7.8%
Growth Yr to
Yr to
Growth
(%)
Mar 14 Mar 15 (%)
+0.8
57.74m 57.35m -0.7
+0.5
68.05bn 67.61bn -0.7
-1.0
89.06bn 88.67bn -0.4
+1.1* 76.4
76.2
-0.2*
+2.1
644.5
642.2
-0.4
76.6 5,61677.9
87.9 7,95286.0
81.7 7,80879.5
80.8 1,67178.9
83.9
38,755
82.2
138
136
249
11
798
1.9
1.4
2.5
0.5
1.7
Source: BITRE
Table I
International Passengers by Uplift/Discharge City Pairs (a)
Foreign
Australian
Year ended
Year ended
Year ended
% of
% Change
Port
Port
March 2013
March 2014
March 2015
Total
2015/14
3
state of the
industry
Continues from previous page
without the ACCC’s approval.
Qantas also plans to sweeten the deal
by relocating its Shanghai operation from
Terminal 2 to Terminal 1 to slash connecting
times for flights between Sydney and Beijing
by 2 hours 10 minutes.
The ACCC is yet to issue its final decision.
Another profit dip for FLT
investors responded quickly and sharply
to Flight Centre’s latest profit downgrade,
with shares dipping over 20% within hours
after the group estimated a pre-tax underlying
profit between $355m and $365m in the
year ending June 30, 2015.
Marking the second profit downgrade in
six months, the latest announcement saw
the company’s market value decrease by
$595m as Flight Centre md Graham Turner
announced its Australian operations remain
more sluggish than the norm.
A far cry from the 8.5% compound annual
growth in Australian leisure turnover over the
past five years, sales growth is trending at
around 2.7%. Flight Centre flagged “solid”
profit growth in the international business,
but conceded that the domestic arm of the
business would “not achieve its normal
growth trajectory”.
But Turner remained upbeat, with healthy
airline competition suggesting that the next 20
years will represent a “Golden Era of Travel”.
MH cuts continue
malaysia Airlines made no secret of
its struggles as it transitions to a “new”
rebranded airline in September, with staff and
routes put on the chopping block last month.
Daily services from Brisbane to Kuala
Lumpur will be cut from 9 August, with its
Perth service will be culled from 12 weekly
to daily from 15 Aug. Six thousand staff
have also been let go as the airline admitted
operations were currently “too big”.
Services in its Asian network have also
been drastically reduced or cut all together.
MH is offering refunds to all affected
passengers, but management has doused
rumours the “new” airline will suffer the
same fate, insisting it’s “business as
usual” for now.
No go for Jetstar HK
it’s back to the drawing board for Qantas
after Chinese authorities knocked back the
airline’s bid to operate low cost flights with
Jetstar Hong Kong.
Jetstar group ceo Jayne Hrdlicka conceded
the airline had underestimated the difficulty
of gaining regulatory approvals after the Hong
Kong Air Transport Licencing Authority denied
the venture because HK was not the airline’s
primary place of business.
The knock back is a blow for Macau
casino tycoon Stanley Ho who reportedly
paid $85.7m for a third of the airline in 2013
to set up the carrier in HK. It also throws
a spanner in the works for QF, with Jetstar
Hong Kong forming a central part of the
airline’s Asian growth strategy.
But Cathay Pacific and Hong Kong Airlines
are pleased at the ruling, having previously
contested the proposal on economic grounds.
While regulators were conclusive in their
ruling, Jetstar HK ceo Edward Lau insists that
the airline’s principal place of business is HK
and has not ruled out the prospect of appeal.
HEADLINES
25 May Helloworld web share up
25 May Luxury lounge for Air NZ
26 May NTA set for restructure
27 May Airline market shares shift
27 May Canadian Tourism Comm rebrand
28 May OTAs jack up commission
28 May Canada independent spike
28 May Qantas China competition
28 May Aus room supply falling
01 June Flight Centre AirAsia deal
02 June Brand USA/Expedia tie-up
03 June No Aussies on Yangtze ferry
03 June Lufthansa applies GDS fee
04 June US Europe disruption plan
04 June ATAS criteria strengthened
05 June AA/DL/UA faction ‘insane’
05 June Sabre heads in the cloud
09 June Qantas to join NDC trial
09 June Air NZ, Air India to c’share
10 June AA returns to Australia
11 June Creative adds on request
12 June Feb China arrivals surge
12 June AA/QF seek ‘equal footing’
15 June Trafalgar into Myanmar
15 June No passport for Norfolk
16 June MU double daily SYD/MEL
16 June Fiji tourism set for growth
17 June NT revamps govt travel
17 June Melbourne hotel school
18 June Qantas Hols transforms TRIP
18 June Pilot for 10 year China visa
business monitor
INTERNET AGENCY MARKET
SHARES
Week ending 30/05/15 ranked by visits
Rank Company Market share
Rank
W/E 30/05/15 W/E 28/04/15 W/E 28/03/15
1 Webjet
14.96
2 Expedia
9.51
3 Wotif.com
9.29
4 Flight Centre
8.03
5 Skyscanner Australia
5.79
6 Lastminute.com.au
3.79
7 Velocity Frequent Flyer 2.60
8 www.luxuryescapes.com 1.69
9 Helloworld
1.60
10 STA Travel Adventure
1.57
1
2
3
4
5
6
7
13
10*
10*
* Equal
Source: Experian Hitwise Australia – www.hitwise.com.au 4
Rank
1
2
3
4
5
6
16
10
9
12
INTERNATIONAL AIR ROUTES
Top 10 city pairs (at March 2015)
City pair
Passengers
YE Jan 14
Passengers
YE Jan 15
% of % change
total
14/15
Auckland-Sydney 1,452,7921,501,069 4.5 +3.3
Singapore-Sydney 1,363,4081,373,861 4.1 +0.8
Singapore-Melb 1,103,8201,159,112 3.4 +5.0
Auckland-Melb 1,003,3181,066,166 3.2 +6.3
Singapore-Perth 1,029,7801,021,888 3.0 -0.8
Auckland-Brisbane 883,871 935,9232.8+5.9
Hong Kong-Sydney
921,635
920,665
2.7
-0.1
Los Angeles-Sydney
900,393
904,533
2.7
+0.5
Kuala Lumpur-Melb
848,875
899,006
2.7
+5.9
Denpasar-Perth
849,770 897,6102.7+5.6
Top 10 city pairs
10,357,662 10,679,833 31.8
+3.1
Other city pairs 21,490,423 22,944,401 68.2
+6.8
ALL CITY PAIRS 31,848,085 33,624,234 100.0
+5.6
Source: BITRE
AUSTRALIAN AIRPORTS
International passenger through Australia’s
major international airports – Mar 2015
Airport
Passengers Passengers % of % change
YE Mar 14 YE Mar 15 total 15/14
Sydney 13,097,072 13,456,757 40.0 +2.7
Melbourne 7,461,006 8,285,046 24.6 +11.0
Brisbane 4,726,027 5,090,414 15.1 +7.7
4,001,256 4,170,534 12.4 +4.2
Perth Adelaide 846,522
961,914
2.9 +13.6
Gold Coast 870,738 868,085
2.6 -0.3
Cairns 484,022 468,342
1.4 -3.2
Darwin 341,365 301,254
0.9 -11.8
Norfolk Island 11,672
11,640
0.0 -0.3
Sunshine Coast* 8,405 10,248 0.0 +21.9
All Airports 31,848,085 33,624,234 100.0 +5.6
* Sunshine Coast operated scheduled services from July 2013-Sept 2012, June
2013-Oct 2013 and June 2014. Source: BITRE
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Steve’s Say
unity crucial to industry success
By Steve Jones
They are the stories that have newspapers
and TV networks rubbing their hands.
The elderly couple planning one last
overseas adventure, the struggling family who
saved for years for their dream holiday, the
high school sweethearts excitedly looking
forward to their first trip to New York.
They are not, of course, particularly eye
catching tales in their own right. What
elevates them to public interest status is
that all of them – the pensioners, the cashstrapped family, the young couple – were all
robbed of their holiday because of supposedly
duplicitous travel agents.
A Current Affair has had a field day.
As travelBulletin reports in this issue, the
recent spate of failures has, predictably,
reignited debate over travel industry regulation
and the financial protection of consumers.
But as AFTA chief executive Jayson
Westbury rightly says, if an individual is
intent on wreaking havoc, they will do so,
irrespective of the regulatory structure.
No jurisdiction can stop fraudulent
behaviour for the fundamental reason that
fraud is concerned with conning people,
deliberately circumventing laws and regulatory
structures. Fraudsters, by their very nature,
just don’t play by the rules.
The difference now, of course, is there
is no central scheme to refund consumers
who have been stung. Together with the
print media, A Current Affair, and other
programs like it, are perfectly entitled to
throw the spotlight on allegedly unscrupulous
behaviour, even if it hurts the reputation of
the overwhelming majority of the retail sector
who are honorable, trustworthy and, rather
importantly, not about to shut up shop.
Such emotional stories of broken holiday
12 months
‘intoWetheareNew
World of
deregulation, so maybe
now is a good time to
draw a line in the sand,
put differences aside and
work together to ensure
the rogues out there do not
capture the headlines
’
dreams are cannon fodder for journalists.
An elderly couple who lost their fridge
because a supplier did a runner just doesn’t
cut it. Pensioners conned out of their dream
holiday? That’s more like it.
Has damage been inflicted on the
reputation of agents? I don’t believe so – not
yet. But alarm bells are ringing, and ringing
loudly, because that’s far from the end of it.
I disagree with AFTA ceo Jayson Westbury’s
assertion that such programs will actually
benefit the industry as they will expose, and
weed out, travel’s mercenaries.
Yes, people have short memories and
three segments on A Current Affair will not
immediately erode our faith in travel agents.
But this isn’t about the next six, 12 or
24 months. It’s the longer term, the danger
of a slow, gradual erosion of trust that is
the big danger. Death by a thousand cuts to
coin a phrase.
What is clear is the need for the
industry to get on the front foot and work
collaboratively to combat the negativity.
We are 12 months into the New World of
deregulation, so maybe now is a good time to
draw a line in the sand, put differences aside
and work together to ensure the rogues out
there do not capture all the headlines.
Meanwhile, the Council of Australian Tour
Operators (CATO) is about to enter a new
era. And what a great opportunity it has to
reinvent itself.
At its AGM last month, Bunnik Tours
founder and managing director Dennis Bunnik
was named chairman, replacing Rod Eather,
with other fresh blood on the committee
including Greg Carter from Chimu Adventures
as vice chair, replacing Trevor Fernandes.
With no disrespect to Eather, or any other
CATO stalwarts, Bunnik represents a younger,
more modern, progressively-minded breed
of wholesaler who could just be the man to
transform the council from its current club
mindset into a more strategically-focused body.
As we all know, the industry has been
hugely disrupted in recent years, and with
that must come a new way of thinking.
New energy, ideas, and a less wistful view
of the good old days could be the combination
to ensure CATO retains its relevancy and
usefulness to its loyal members.
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Commercial Director
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Vice President, Australia
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issues &
trends
Lufthansa gds fee likely to stick
Lufthansa is unlikely to step down on
plans to charge a 16 Euro fee for product
sold through the GDS, with LH boss Carsten
Spohr standing his ground on the bold move
at the IATA agm last month.
Lufthansa last month announced the
surcharge as part of a new commercial
strategy aimed at pocketing a greater
portion of revenue of ticket sales which
have been “compromised over time”. In a
statement released last month, Lufthansa
claimed that the airline is now paying “three
digit million Euro” in GDS charges, with the
traditional channel costing “several times
higher than other booking methods”.
The fee will apply for every first ticket issue
for LH, Austrian Airlines, Brussels Airlines
and Swiss International Airlines flights from 1
September, but not for tickets purchased via
the websites of the individual carriers.
At a media event in Sydney last month,
AFTA ceo Jayson Westbury said the carrier
appeared unlikely to waive the fee which
has received criticism from agents and
TMCs across the globe. To the contrary,
he said Spohr was rewarded by a standing
ovation at the IATA agm from attendees –
including airline chiefs – who considered it a
“courageous” move.
Spohr has openly expressed his
disappointment with GDS technology,
claiming customers are “not happy with what
they get...we don’t have enough of the profit
in the value chain. Others in the industry
have more,” he told the agm in Florida.
Other airlines reportedly shared his view,
and a poll of IATA members showed that
most carriers would “consider” following
Lufthansa’s lead. But it remains to be seen
whether they will, in fact, follow suit.
The topic has come to the foreground
before, with Northwest Airlines rolling out
fees on agency bookings made through a
GDS back in 2004. However, just 10 days
after announcing the move, the airline backed
down following staunch criticism from GDS
companies and travel agents who claimed
they would shift bookings from the carrier.
Lufthansa general manager Australia Anil
Rodricks conceded that the fee has ruffled
the feathers of agents and TMCs, but told
travelBulletin that “GDS costs are high and
need to be factored into the distribution
chain”. Heralding the fee as a necessary
step for the airline, he denied that the level
would be a competitive hurdle for LH.
He added that agents were more
concerned about the implementation of the
levy and repercussions for customers than
the fee itself. “We have assured the trade
that the implementation process will be
advised well in advance,” he concluded.
Eather farewells wholesale
Outgoing Council of Australian Tour Operators (CATO) chairman
Rod Eather delivered a bleak view of the industry when officially
stepping down from the post last month, claiming that travel “isn’t
the fun game it used to be anymore”.
Making his final address at the CATO annual general meeting
in Sydney, Eather briefly touched on his decision to wind up
Beachcomber Tours as a wholesale brand and step into the
representation market with a new business, Beachcomber Hotels.
“This is a transition for me, but it’s exciting. I’ve gone from having
a 400sqm office full of staff, to just me, with a completely different
business,” he said, noting that Beachcomber Tours had lost a
sizeable portion of its business to internet sales.
Eather also commented on how the industry has changed over
the years, claiming the shift had prompted him to follow a different
path. “There has been a lot of bloodshed over the past few years.
It’s sad actually. We’ve had gulf wars, terrorist attacks, tragic plane
crashes, and some wonderful introductions with the internet. Then
we’ve had changes like wholesalers dealing direct with the public,
and challenges like OTAs.
“Travel isn’t the fun game it used to be, it just ain’t like that
anymore.”
8
Dennis Bunnik and Rod Eather
Eather also stressed the need for a shift in consumer
perceptions towards service rather than cost. “The travelling public
are trained to look for the cheapest deal, but we need to train them,
because cheap is only good until something goes wrong,” he said.
Eather has been succeeded by Bunnik Tours managing director
Dennis Bunnik who this month contributes his first travelBulletin
column as chairman (see page 13).
issues & trends
AFTA view
“Freedom
is knowing
that I can
connect
anywhere
and on any
computer.”
Jayson Westbury, chief executive AFTA
atas hits goals in first yr
As we come to the end of the 2015 financial year, it is a time to
reflect on how the first six months of this year has gone for the
travel industry.
There does appear to be a spring in the step of the industry
from all reports and this is pleasing. Alongside this is the fact
that Australian consumers appear to be looking more positive
with the latest consumer confidence indices showing uplift in
confidence. These are all good signs that the next six months
should continue to be strong for the travel industry.
For AFTA, it is also the month when we release our Annual
Report and I am very pleased that AFTA has also managed to
have a reasonable year off the back of an action packed agenda
with a wide range of issues being addressed.
ATAS will turn one at the end of this month and this will see
us start the 12 month review of ATAS that is required under
the charter. The review will include a process to allow industry
and other stakeholders to submit their views and opinions
on the current scheme, and we look forward to receiving this
information. ATAS has
done very well in its
first year of operation
and there is no doubt
the scheme and AFTA
will continue to enjoy
the overwhelming
support of the agency
community in Australia.
The numbers of
agents that have joined
ATAS over the past 12
months has seen the
membership numbers
of AFTA also lift from the previous year. We have also started
the renewal process, and looking at the number of agencies that
have commenced this process, it is clear that ATAS is adding
value to the industry.
There have been a couple of bumps along the way with
several agencies (not all ATAS accredited) falling foul of their
obligations, and in some case finding themselves before the
police for their actions. All of these challenges were expected
and the ATAS plan which was implemented has done a good
job in addressing some of the questions that have been raised.
Further improvement in anything new is always to be expected
and the review will assist in this process.
The new de-regulated arrangements were never going to be able
to fix all the problems, certainly not within 12 months. Importantly,
the reputation of the travel agent is firmly intact and improving
as the ATAS messages get out into the broader community. The
travel industry, like all industries, will have the occasional bad egg
but what is important is that the agency community has a strong,
robust and well resourced body to address concerns, respond and
elevate the standards of the industry into the future.
Lisa Metzl
Personal Travel Manager,
TravelManagers Australia
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9
amadeus.com
issues &
trends
To Fee or Not To Fee
By Kris Madden
O
ver the past decade, falling
commissions, shrinking margins
and the rise in the number of
customers choosing to make
their own travel arrangements
online has made a large dent in the revenue
streams of bricks and mortar agencies.
Against this backdrop, and fuelled by tough
economic times, Australian travel agencies
have been forced to find alternative ways of
making money. Charging fees for services
such as hotel bookings and airline tickets
have been adopted by many in the industry,
but it seems that charging purely for advice
has been slower to catch on.
However, some savvy agents are turning
to the one revenue model that enables them
to determine their own margins; professional
fees. Unlike traditional transaction fees,
agents who embrace a professional fees
model are charging for their brainpower.
“As is the reality in every other service
based industry, it has become imperative for
travel agents to charge for their expertise and
time,” says Carole Grassby, director of Sydneybased independent agency Travel on Q.
“In the past few years, airlines have been
steadily reducing their commissions to
agents so that they pay at most 5% to zero
commission on domestic Australian, South
10
pacific and inter-European flights.
“As a consequence of these changes,
agents have had to move towards a
consumer-pays system of reimbursement.
Like any other small business, we have
overheads which have not been reduced.
“We advertise our fees and explain them
to our existing and prospective clients. Most
are happy to pay as they know that our fee
travel agents are
‘wellGoodtrained
professionals
and deserve to be paid for
their enormous amount of
expertise and knowledge
like any professional
’
covers pre, during, and post travel advice and
support,” says Grassby.
Travel on Q charges $75 for the first hour,
or part thereof for an initial consultation, with
a further consultation and written itinerary
preparation charged at $125. Fees are
deducted from the final account for bookings
over $5000.
“Good travel agents are well trained
professionals and deserve to be paid for their
enormous amount of expertise and knowledge
like any other professional,” she says.
One agent, who asked to remain
anonymous, said: “Bricks and mortar agents
offer a far different service than websites,
and just like the service H&R Block offers on
their accounting ... it’s no different in travel.
“I’d rather lose a so-called potential
customer who is never going to book with
us than keep hoping that one day they will
make a booking, knowing full well that there
are tour operators who have no qualms
about selling directly instead of referring the
customer to the travel agent.
“The purpose of the management fee is
not to gouge money from a client, but to stop
people using travel agents as an information
bureau. For decades travel agents have
offered a free service, but consumers must
realise that it’s an old business model, and
that if you want service, you should expect to
pay for it.”
Supplier revenue doesn’t cover the time
the travel agent spends providing the service
to the customer. FITs are the perfect example
of how irrational the commission model
has become. They can take hours of time,
but many of an FIT’s components generate
no commissions, small commissions or
irregularly paid commissions.
The American Society of Travel Agents
(ASTA) reports that more than 60% of its
issues & trends
members charge for planning FITs. In the US,
fees are already accounting for between 10%
and 50% of revenue, and that share is widely
expected to grow in the future.
Some agents who are not charging
such consulting fees cite reasons such
as customer resistance to pay, difficulty in
processing and collecting the fees, staff
resistance, or simply that they are not sure
how to introduce them.
The experience from the US shows that
once travel agents overcame their initial
hesitation to charge professional fees, they
quickly discovered that the implementation of
such fees did not result in a loss of clients.
On the other hand, shifting to the
professional fees model is not simply a
matter of owners telling agents to do so.
It requires preparation and training. First,
agents have to recognise their value.
Professional fees can often also result in
higher self-esteem for agents who embrace
the model because it attracts only clients
who value the retailer’s knowledge and
professionalism, according to ASTA. If you
decide what your consulting fees are, you
are sending a message to your clients telling
them what your time and expertise are worth.
Fees can be tailored to suit individual
customers. This helps travel agencies target
their customers with tailored services based
on their past purchasing patterns, and
to identify services for which customers’
willingness to pay is greater.
In today’s highly competitive industry,
agencies must find new revenue streams to
stay ahead of the game. Perhaps it is time
for the industry to move into the professional
realm of accountants, health providers and
management consultants and charge for their
true worth, rather than risk financial future to
the whims of a supplier board room.
The purpose of the
‘management
fee is not
to gouge money from a
client, but to stop people
using travel agents as an
information bureau
’
issues &
trends
QBT embarks on next phase
QBT is no stranger to shaky ground, failing to make a profit for over
three decades. But QBT group general manager Russell Carstensen
has heralded the Whole of Australian Government (WoAG) contract
as a new chapter for the business that will open new doors for the
Helloworld-owned TMC.
The four-year contract, which officially came into effect at the
end of last month, sees QBT replace five TMCs to become the
sole provider of travel management services for the government’s
entire operations. Discussing the deal at an intimate round table
event with Amadeus managing
director Tony Carter, Carstensen
candidly spoke of the
company’s struggles, claiming
that QBT was on the brink of
collapse before he took over
operations three years ago.
“QBT hadn’t made a profit for
36 years and we were worried if
the business would survive,” he
said, adding that it would have
Russell Carstensen, general
been “hard to stay in the game”
manager QBT group
without securing the WoAG
contract. Marking the largest
travel contract ever awarded in the history of Australia, he said the
deal was “ground zero” for the reformed QBT.
The past three years have signalled some major changes for the
TMC including a management shuffle and a “massive overhaul”
to turn the business’s balance sheet around. Coming off such a
transition, Carstensen said the industry was surprised when QBT won
the contract, trumping a number of big players who participated in the
tender including HRG, Flight Centre, CWT and American Express.
He also insisted that QBT won the tender on its own merits: “There
is some talk in the industry that we were the cheapest [tender], but
we won because we were the best value and could provide services
that other TMCs couldn’t ... No one thought we were in the game, but
we just got on with the job. It was a shock.”
Commenting on why the government went with QBT, Carstensen
said automated booking tools which were developed in conjunction
with Amadeus were a key factor, along with compliance and proper
No one thought we
‘were
in the game,
but we just got on
with the job. It was a
shock
’
Left, Russell Carstensen general
manager QBT group with Tony Carter,
managing director of Amadeus
governance. In a thinly veiled reproach of other TMCs, Carstensen
said transparency was crucial in landing the deal, adding that QBT
was happy to “open the books” to the government.
“Transparency will be the next big thing in the industry, and
other TMCs will be worried about it. The smoke and mirrors in the
industry is surprising – and that’s across the entire industry,” he
told travelBulletin.
Looking forward, Carstensen is ambitious, claiming he would like
QBT’s business to increase five-fold within the next five years. “We
want to be back in the game. It doesn’t take an American company
to be the best in the world, and we can be,” he said. He also
acknowledged that the business would have to rebrand “at some
point,” with QBT no longer directly aligned with Qantas. “We will
probably have to rebrand as the Q is no longer relevant, but that is not
our focus at the moment,” he concluded.
Insight USA program goes all-inclusive
All inclusive itineraries have proven to be
a popular option for Insight Vacations in
Europe, with the operator last month opting
to follow suit with its USA and Canada trips.
Insight rolled out all-inclusivity across
its entire Europe portfolio last year, with
tours tweaked to include breakfast, evening
dining, transfers and all touring experiences.
Relaxed morning starts were also introduced
in response to customer feedback.
Speaking with travelBulletin, Insight
Vacations managing director Joost Timmer
said the move received an “overwhelmingly
positive” response from customers, making
12
the decision to implement the changes
to its USA and Canada program a natural
progression. “Travellers are spending
more on holidays and there is now an
expectation to have more inclusions, so we
have reduced optional add-ons and added
personalised inclusions,” he said.
Timmer added that high end product was
a key focus for the operator, with “nothing
less than five-star” for the new Luxury Gold
itineraries outlined in the 2016/17 USA,
Canada and South America brochure.
He added that the move to launch into
South America was a strategic decision to
“test the waters” of
the destination. Just
one tour to Peru is
included in Insight’s
latest program. “We
are just trialling it for
now, but Peru is in
line with our market
and we are interested
to see how it goes for USA and Australian
visitors,” he said. The 12-day Treasures
of the Incas Luxury Gold escorted tour
is priced from $8075 with departures
scheduled from February to May, 2017.
issues & trends
CATO view
Dennis Bunnik, chairman
Council of Tour Operators
a united industry
delivers the best results
The opening line of this column is designed just to grab your
attention so that you’ll read on. Hopefully it has worked because
there was really no way that I could encourage anybody to read
an article that contained the words Annual General Meeting in
the first line.
CATO held its AGM in Sydney on the 17th of June where we bid
farewell to three long serving committee members including the
chairman of the past five years, Rod Eather. The other two retiring
members were Trevor Fernandes and Sarah Anderson.
Last year CATO started on a journey to redefine its future.
This included surveying members on a range of issues, and in
August CATO will see the new committee locked away for a day of
strategic planning. Sounds riveting doesn’t it!?
So what’s the purpose of it all?
The reality is that this industry
works best when all three
sectors of the industry are
strong and united. We need a
strong airline sector to open up
new destinations and ensure
there is plenty of capacity.
We need a strong wholesale
sector to develop and provide
exciting product and holiday
experiences. And we need a strong retail sector to bring it all
together and connect customers with their dream holiday.
So where does CATO fit into all of this? As the representative
body of the wholesale sector we represent the tour operators,
wholesalers and national tourist offices that create the product
that forms the basis of fantastic holidays. But we need to work
harder, and as a sector we need to become stronger to avoid the
dream holidays of Australian travellers turning bad.
There are more people travelling than ever before which is a
good thing. However in an era of globalisation there is a real risk
that the products for sale become as generic as the fruit toast
sold in every café in the country. Australian travellers deserve
to have the very best holidays experiences there are. To do this
we need a constant supply of new and innovative travel product
specifically designed for Australian travellers. And that’s where
CATO members come in. Our members range from the smallest
niche operator to some of the biggest names in travel, but
they all have one thing in common: they design holidays for the
Australian traveller, and that’s worth supporting.
As a committee we see a very bright future for the wholesale and
product sector of the industry and we look forward to working with
our colleagues in retail and aviation to keep Australians travelling.
I know you all love a good strategic plan and we’d love your
input in developing ours. Send me your ideas and I’ll make sure
they are raised during the process.
n [email protected].
“It’s now
much easier
to respond
quickly to my
customers
and get more
from my day.”
Leisa Burdette
Personal Travel Manager,
TravelManagers Australia
This industry
‘works
best when
all three sectors
of the industry are
strong and united
’
13
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13
issues &
trends
Lang signs off after fifty years
T
he world has come a long way
over the past 50 years. Rewind
the clock to 1965 and cigarette
advertising had just been banned
from British television, the Vietnam
War was well under way, and the civil rights
movement was in full swing in the US. It
also marked the beginning of a long and
prosperous career in the travel industry for
Simon Lang who took home his first pay
packet with P&O Orient Lines in 1965. Lang,
who is hanging up his boots later this month,
has seen the industry evolve from the very
beginning. And any career spanning five
decades is worthy of reflection.
Lang’s foray into travel was like many
others – far from seamless. With a Scottish
father who was a decorated soldier, he
dabbled in army matters in his formative
years but found himself on a boat to Australia
at the age of 19, making the 6.5 week boat
trip from Southampton to Melbourne. Arriving
with less than 20 pounds in his pocket, Lang
soon landed a job with P&O Orient Lines after
“pulling a few strings” with people in the right
places. “I somehow got an interview with the
top directors and got a letter one week later I
had been accepted for the job. But to this day
I don’t know what I had been hired to do,”
he recalls.
Lang assisted with cruise berthing and
even played the bagpipes to entertain
customers during the boarding process. “We
had a great time doing all sorts of jobs that
don’t exist today. HR departments wouldn’t
allow people to do today what we did back
then,” he quips.
He later transferred to Queensland with
P&O and went on to join Ansett’s overseas
department several years later. He also
moved to Ansett’s retail operation – Traveland
– where he grew the brand’s franchise
operation to include more than 80 outlets
across the state.
Lang poured an impressive 28 years of
service into Ansett and Traveland before the
company went down in colossal fashion in
2001. But not ready to throw in the towel
of his working life, he was soon picked
up by Travellers Choice with the challenge
of expanding the group’s network into
Queensland – a role that he considers to be
the “finest of his career”. “I can genuinely
say I have left the best till last. It has been
an absolute privilege to bring the company to
Queensland,” he says.
Needless to say, the travel industry has
come a long way since 1965 and the evolution
of telephones, the internet and central
14
Left, Simon Lang, a man of many talents; and right, travel in the early days
In those days we travelled
to all corners of the world
and never paid a cent. If
flights were full, we got to
sit up in the cockpit
‘
’
reservations systems has transformed the
landscape. As Lang recalls, the early years
were a far cry from modern day travel. “We
had a completely manual reservation system,
long distance contact was done by telegrams,
and the fastest way of communicating was by
Telex,” he says. The largest aircraft was a 707,
travel to London involved up to five stops, and
airport security was also decades away.
But Lang says the game changed in the
mid-70s with the rise of Boeing 747s which
changed how people travelled and saw the
introduction of cheaper mass transportation.
Travel agency chains also emerged in
Australia which changed how consumers
booked travel and opened the doors for more
people to consider travel as a career. Lang
says free travel perks also thinned out in
the 70s, and the industry has become more
complicated ever since.
“In those days we travelled to all corners
of the world and never paid a cent. If flights
were full, we got to sit up in the cock pit. For
many years, things were so simple. It was
an uncomplicated industry where we worked
hard and played hard,” he says.
Reminiscing on the past, Lang says the
evolution of the internet has completely
transformed the travel industry and made
working around the clock a hard reality.
“Phones and emails have changed everything
and there is now an expectation to respond
immediately,” he says. But while the pace
has changed, he says today’s opportunities
are greater than the days of old.
“There is certainly a great future for travel
agencies going forward. I know there’s been
a lot of discussion about this, but there is
a strong outlook ahead,” he says. However,
much like the industry has changed over
the past 50 years, he says more change is
on the horizon: “Bricks and mortar outlets
have to think outside of the box to survive
and prosper. They need to come up with new
ideas like group tours, and they need to go
online. You have to develop your own client
base, but you need to have some sort of plan
going forward to get passengers to come to
you other than the internet.”
Lang says agencies will continue to evolve,
much like the industry has in the past. But
for now, he’s turning his focus to helping his
two sons build their news agency business
into a successful online venture.
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15
issues &
trends
Magical celebrations for disney
By Jenny Piper
W
hen Walt Disney had a dream to create ‘a place for
people to find happiness and knowledge’, everyone
thought he was mad for purchasing 65 hectares of
orange groves in Anaheim. Sixty years on, his vision
has proven a roaring success, with more than 700
million visitors from over 200 nations visiting what has been coined
as the ‘Happiest Place on earth’.
Last month saw the 60th anniversary party kick off with three
days of celebrations for key Disney partners from across the globe.
The party will last 18 months as Disneyland Resorts celebrates 60
years of growth from a single theme park to one of the world’s most
iconic destinations comprising three hotels, a shopping, dining and
entertainment precinct, along with two spectacular theme parks –
Disneyland and Disney California Adventure Park.
As part of the Diamond Celebrations, the resort has introduced a
range of new nighttime spectaculars including the ‘Paint the Night’
parade and ‘Disneyland Forever’ fireworks at Disneyland. Also new is
the ‘World of Colour – Celebrate’ show at Disney California Adventure.
Several attractions
have been
refreshed, with
the Matterhorn
Bobsleds now
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Cover
Tales of dodgy travel businesses
have circled the media in recent
months following a spate of
collapses and alleged crooked
behaviour. The topic came to
a head with a little help from A
Current Affair, but the claims
have triggered widespread
concerns about whether the
image of travel agents has been
tarnished. Steve Jones takes a
closer look.
18
COVER
A
little over a month ago,
27-year-old Jordan Dittloff,
a member of the Victorian
Young Liberals, upstanding
member of the community
and owner-manager of Ace
Travel in Colac, upped sticks and vanished
from his travel agency.
For several days, police hunted for
the aspiring politician as anxious family
members, who had reported him missing,
appealed for his return.
They were not the only ones keen to
track him down. For Dittloff, it is alleged,
disappeared with more than $200,000 of his
customers’ money. Everyone wanted answers.
After almost two weeks on the run,
he surrendered to police and has since
been charged with 36 counts of theft, his
motivation still unknown.
Three weeks earlier, CTS Travel, also
based in Victoria, abruptly shut up shop with
its owner, Jenny Stoodley, owing creditors
$340,000, most of them her customers who
claim the money they handed to CTS never
reached suppliers. For those unfortunate
consumers there was, as it transpired, no
booking and no holiday.
And winding back to earlier in the year the
spotlight fell on Getaway Escapes, a Gold
Coast-based agency which, as with CTS, left
dozens of would-be holidaymakers furiously
seeking retribution after handing over money
which, allegedly, went no further than the
agency’s bank account.
It doesn’t stop there. Up in the Northern
Territory, travel agent Xana Kamitsis is
awaiting trial after being accused of rorting a
government travel subsidy scheme, a messy
affair that led to the resignation of NT Police
Commissioner John McRoberts.
Such a spate of highly suspicious cases
begs the question, is such duplicitous
behaviour ripe in the travel industry?
Throughout the protracted and occasionally
feisty debate over regulation of the travel
industry, among the many arguments put
forward by the Travel Compensation Fund
concerned one of image and reputation.
It contended, not without merit, that under
its stewardship – a stewardship which lasted
close to 30 years – the image of the industry
was kept largely intact and its reputation, by
and large, untarnished.
The argument went something like this:
if consumers were hit by the failure of their
travel agency, they would lodge a claim
with the TCF.
Continues over page
19
Cover
Continued from previous page
In usual circumstances, the consumer
would be swiftly reimbursed leaving them
relatively satisfied, at least as satisfied as
they could be after having their holiday plans
wrecked. This reimbursement – and here
comes the critical bit – meant consumers were
not sufficiently motivated to pick up the phone
to police or media outlets salivating over
heartbreaking tales of broken holiday dreams.
While the recent spate of
‘collapses,
disappearances
and alleged
misappropriation of funds
has had the industry
talking, the operation of
rogue individuals is not a
new phenomenon
’
Wind forward to a post-TCF world and
three of the four aforementioned stories
have featured on the TV version of the
tabloid newspaper, A Current Affair, in the
space of a few weeks.
Each told stories of crestfallen consumers
- pensioners, hardworking families, scout
groups - whose holiday dreams had been
shattered by the apparently reckless
behaviour of travel agents.
They haven’t just been the victims of
a business which failed through tough
economic conditions, volatile world events
or geo-political issues. They suffered at
the hands of unscrupulous individuals
who showed complete disregard for their
clients’ money and a contempt for the
clients themselves.
Whether the actions are fraudulent remains
to be seen and it must be stressed that no
one, as yet, has been convicted of anything.
But whatever transpires in the weeks
and months to come, these retailers stand
accused of, at the very least, adopting
shoddy business practices and operating in
a manner which clearly brings travel agents,
and the industry, into disrepute.
Soon after the CTS closure, reports emerged
that Stoodley’s husband David had been the
director of Williamstown Travel Services which
called in liquidators in June 2014.
At the time of publication, Consumer Affairs
Victoria told travelBulletin the investigation
20
into the “unexpected” shutdown of CTS
Travel was continuing, with “enquiries into the
circumstances of the closure on-going”.
While the recent spate of collapses,
disappearances and alleged
misappropriation of funds has had the
industry talking, the operation of rogue
individuals is not a new phenomenon.
Darwin travel agent Jennifer Pfitzner was
handed a three-year jail sentence, suspended
after 12 months, in November 2013 after
pleading guilty to 11 counts of theft totalling
almost $170,000.
Another agent, Serpil Sevin, owner of
Home Away Travel in the Melbourne suburb
of Glenroy, was sentenced to community
service in 2014 after her agency collapsed
in late 2013.
And in 2012, Michael James oversaw
the spectacular demise of Air Australia,
formerly Strategic Airlines, which racked up
losses of $100m and stranded thousands of
holidaymakers overseas.
The airline had massively overspent– its
launch party in Hawaii was a lavish affair
– leading to the Australian Securities and
Investments Commission (ASIC) banning
James from managing a business for three
years for failing to act with due care
and diligence.
Even then, James cropped up in the
industry in a senior position in wife Rachel’s
Bestjet Travel business.
James’s title of commercial manager at
Bestjet has since been removed, although as
of last year he remained an employee of the
company in an unspecified role.
In another case, the TCF – in a last hurrah
before it is wound up – continues to pursue
the auditors of defunct Kumuka who they
accuse of failing to supply the TCF with
accurate information over the transfer of
funds from Australia to the UK.
Australian Federation of Travel Agents
chief executive Jayson Westbury rejected any
notion that fraud or rogue agents were a major
problem in the industry, either now or before
regulatory reform. But he has already accepted
that AFTA needed to firm up ATAS’s “fit and
proper” criteria, which it did in early June.
“Off the back of the CTS calamity we
need to drive deeper into people who have
potential influence over the business who
have formerly been declared bankrupt,” he
said, referring to David Stoodley and his
possible involvement in the CTS business.
“We are going to expand our criteria and,
where we can, better validate any person
who has anything to do with the operation of
the business.
“Had AFTA known that the husband of
Jenny Stoodley had been behind the failure of
a previous business it would have prompted
a series of questions over what influence he
had over the business.
“We don’t want people like the Stoodleys
in our industry,” he added, in comments that
echoed those he gave to A Current Affair.
But Westbury acknowledged AFTA could
only do so much, admitting a more stringent
background check is largely dependent on
ATAS applicants being upfront and honest.
“We cannot regulate – no industry can
regulate – against fraudsters or rogue agents
entirely who just don’t want to tell us the
truth,” he said. “We can only do so much.
There is no jurisdiction in the world that can
regulate against dodgy people.”
Westbury attempted to put a positive spin
on the negative publicity generated by A
Current Affair, arguing such exposure will not
spook the public but rather serve to remind
nefarious individuals intent on underhand
business practices that they will simply not
get away with ripping off the public.
cannot regulate –
‘noWeindustry
can regulate
– against fraudsters or
rogue agents entirely who
don’t want to tell us the
truth
’
Jayson Westbury, AFTA chief executive
“What I find exciting, almost exhilarating is
that the process has said loud and clear that
if you are going to do the wrong thing you will
be named and shamed,” he said, adding that
the previous structure has been operating in
a virtual “bubble”.
“The stories on A Current Affair were about
two dodgy people who happen to be travel
agents. That doesn’t mean everyone else
in the travel industry is dodgy. We are more
worried about this than the consumer. We are
having this conversation with ourselves and
beating ourselves up.”
Such a public outing will ensure characters
such as the Stoodleys will be hard pressed
to work again in the industry, something the
previous regulatory system was unable to lay
claim to, the AFTA chief said.
The spate of collapses has, perhaps
inevitably, re-opened old wounds between
reform protagonists, with Westbury blaming
the system of consumer refunds under the
COVER
TCF for effectively masking previously suspect
business practices, and practitioners.
“Apart from a case in the NT, I can’t recall
a single travel agent going to jail, so I hope
he [Dittloff] goes to jail,” he said. “That is the
message we need to send. We need to say
that if you want to come into this industry
and do dodgy things you are going to jail.
“That would never have happened
under the TCF. If the TCF had paid out the
$209,000 to consumers, no one would have
been standing in front of the duty sergeant
at Colac police station screaming about
the fact that this guy has knocked them
off. Some in the industry believe that is the
way it should be done. Hush it up, sweep it
under the carpet.
“Now, if they are crooks they will go to
jail because consumers are aggrieved and
will take action.” The previous regime only
encouraged crooks who, Westbury said, had
the opportunity to reoffend “because they
thought they could get away with it”.
TravelManagers chairman Barry Mayo, a
regular AFTA adversary in the reform debate,
agreed that the spate of recent cases did not
indicate a more widespread problem.
Yet the elimination of the TCF’s financial
scrutiny has opened the door for anybody to
set up a travel agency, according to Mayo,
who said the pre-reform fear of trial by
television was becoming a reality.
“With no minimum financial requirements
and without mandatory licensing
accompanied by the TCF conducting
prudential oversight there is nothing to stop
anybody opening a travel agency” he said.
“This effectively means that anybody can
currently set up a travel business which was
not the case pre ATAS.
“Already it has been reported that more
than one million people have viewed the A
Current Affair segment and this is without
taking into account those who have read the
consumer press reports.
“The damage to the consumer perception
of the travel agent community’s integrity
is more extensive than people who should
know better are prepared to admit. That will
accumulate and grow with each new travel
agent insolvency,” Mayo said.
Another reform opponent who regularly
crossed swords with Westbury, TCF chief
executive Glen Wells, rejected any suggestion
that potential cases of fraud were quietly
forgotten. Far from turning a blind eye, Wells
estimated that 25% of collapses appeared
suspicious enough to be referred to the
police after initial TCF investigations.
“Nothing was brushed under the carpet.
Consumer refunds simply meant negative
stories did not appear on TV. We pursued
people through the courts and even now
continue to do so,” he said, adding those
declared bankrupt were prevented from
obtaining another license to operate. “But
now, you don’t need a license to operate and
you don’t have to be member of ATAS so there
are very few barriers to entry,” Wells said.
With no minimum
‘financial
requirements
and without mandatory
licensing accompanied
by the TCF conducting
prudential oversight there
is nothing to stop anybody
opening a travel agency
Barry Mayo, TravelManagers chairman
’
While few cases saw business owners
disappear over the horizon – as Dittloff has
been accused of doing – investigations
often unearthed the very dubious and
unethical practice of using client monies to
temporarily assist cash flow and, essentially,
operate the business.
It is no secret that Westbury and Wells in
particular have never shared much common
ground, to put it mildly. Indeed, they have
sat at such opposing ends of the argument
that the only thing they share is a dislike of
each other. However, in a rare display of unity,
Westbury, Wells and Mayo lambasted the idea
of agents using client money in such a way.
“Spending customer’s money is simply
a form of fraud. It was not their money to
spend and was being used for purposes that
it was not meant for,” Wells said, referring to
the recent cases.
Mayo called for the introduction of client
account funds to protect cash which has
been handed to the retailer. “General
operating bank accounts should be managed
completely independently of each other.
Using clients’ money for cash flow is not
acceptable,” he said. “Client trust funds
should be compulsory but in themselves they
will not prevent rogue agents using client
funds to pay operating expenses by funding
cash flow or stop consumer scams.”
Wells, meanwhile, one of only two full time
staff at the TCF as it enters its final months,
described it as “fairly common practice”
among agents enduring a tough period. “It is
fraught with danger and leaves retailers wide
open to accusations of fraud,” he said.
But that’s where the commonality ends.
Wells, as with Mayo, believes continuing
exposure on TV and in consumer print
media will have a detrimental effect on the
industry. He also claims that the “hoops”
agents had to jump through under the TCF
weeded out many financially flaky businesses.
Furthermore, refunds meant money remained
in the industry.
“Customers were refunded within five to
seven days and were able to rebook their
holiday. It kept money in the industry,” he said.
“We also had prudential oversight of their
business which does not happen under ATAS.”
It may be 12 months on since reform of
travel industry regulation, but the debate rages
on. Shonky agents have made sure of that.
21
Careers
The tensions
of retention
By Louise Wallace
R
ecruitment ain’t easy, and
it costs more than most
employers care to admit.
But many business owners
are failing miseraby in their
attempt to recruit and retain
the right people for the job.
Australian professional services firm
PwC claims that almost one quarter of all
Australians who get a job will quit within a
year – 23% of all new hires to be precise. It
is an eye-opening figure, especially when you
consider that the Netherlands sees only 4%
often don’t
‘haveManagers
a clear indication of
what they want employees
to do, and yet staff have to
understand what they’re
doing to enjoy the job
’
of new recruits throw in the towel within the
first year. According to PwC, job descriptions
that promise more than they deliver are the
main reason why staff pull the pin, along
with Australia’s low unemployment rate that
almost promises another job is sitting in the
pipeline. PwC also issued a rather startling
figure in its 2014 Adapt to Survive report,
claiming that poor recruitment is costing
Australian companies as much as $3.8
billion in lost productivity and $385 million
in avoidable recruitment costs. Workplace
Info also estimates that recruitment mishaps
22
can cost employers up to two thirds of
an employee’s annual salary by the time
recruitment, interviewing time, training
and productivity losses are taken into
account. That’s a whopping $40,000 for
an employee on a $60K pay package.
Explaining the ballooning concerns over
staff retention to travelBulletin in more
detail, Aspirations Consulting director
Judith O’Neill said the travel industry has
been plagued by retention issues, largely
because increasing number of smaller
Australian agencies are simply unable to
offer the career prospects of larger
companies. And then there’s the topic
of remuneration which has consistently
fallen short of the national average
in some sectors – but that’s an issue
for another day. And much like PwC,
she says recruitment blunders can
chew through time, taking up to six
months to get new employees up
to speed. Interestingly, O’Neill
said one of
the biggest
problems
within the travel
industry is the
lack of clarity
when it comes to
job descriptions. In
essence, employers don’t
set out clear parameters on what
employees are expected to do, leaving
staff scratching their head for answers.
“Managers often don’t have a clear indication
of what they want employees to do, and yet
staff have to understand what they’re doing
to enjoy the job,” O’Neill said, adding that
it’s common for staff in retail and wholesale
to be confused by notions that their role
involves sales.
AA Appointments managing director
Adriana D’Angelis also explained that
perceptions within the industry are shifting,
and staff now have greater expectations
than the candidates of yesteryear.
According to D’Angelis, the average
length of time in travel industry roles has
decreased from three to two years, and
more people are leaving the industry, lured
by the more lucrative pay of other sectors.
Younger staff are also expecting to see
results earlier on in their career, she
added.
“Newer entrants to the travel
industry tend to have higher
expectations
and move more
often than
those who are
passionate
about travel. A
lot of them think that if
they’ve done a degree they
should be in a higher position,
and they’re not willing to stay,” she
told travelBulletin.
It’s a trend that has been noticed
right across the board, with D’Angelis
claiming it’s not uncommon for
younger staff to consider moving
jobs within the first six months
because they feel their current
role marks the “end of the line”.
But before employers admit defeat to the
ever demanding workforce, D’Angelis said
employers have a very significant role to play
in recruiting good staff and, more importantly,
getting them to stay.
In her view, employee engagement is at
the heart of the solution. “Young staff tend to
EDITOR
EDITOR
EDITOR
IanMcMahon
McMahon(03)
(03)9568
95684464
4464
Ian
Ian McMahon
(03)
9568
mobile0414
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or
mobile
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FEATURESEDITOR
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NATIONALSALES
SALES
NATIONAL
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MANAGER SALES
MANAGER
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Eddie
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(02)
99696683
6683
Eddie Raggett (02) 9969
Eddie
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(02)
9969
mobile
0408
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5996683
orormobile
0408
289
599
or
mobile
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289
599
[email protected]
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HAWAII
HAWAII
HAWAII
EddieRaggett
Raggett(02)
(02)9969
99696683
6683
Eddie
Eddie
Raggett
(02)
9969
mobile
0408
289
5996683
orormobile
0408
289
599
or
mobile 0408 289 599
[email protected]
[email protected]
[email protected]
PRODUCTION
PRODUCTION
PRODUCTION
CO-ORDINATOR
CO-ORDINATOR
CO-ORDINATOR
MarlenePoon
Poon– –0407
0407676
676177
177
Marlene
Marlene
Poon – 0407 676 177
[email protected]
[email protected]
[email protected]
ARTDIRECTOR
DIRECTOR
ART
ART
DIRECTOR
Wendy
George
Wendy
StStGeorge
Wendy
St George
[email protected]
[email protected]
[email protected]
Young staff tend to
‘leave
because they
careers
travelBulletinisispublished
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DIRECTORSAND
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PUBLISHERS:
ASSOCIATE
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(Sydney)
and
Eddie Raggett (Sydney) and
Eddie
Raggett (Sydney)
and
IanMcMahon
McMahon
(Melbourne)
Ian
(Melbourne)
Ian McMahon (Melbourne)
SYDNEYOFFICE
OFFICE
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Box2088
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MELBOURNE
OFFICE
leave because
they want to
MELBOURNE
OFFICE
MELBOURNE
(03)9568
95684464
4464 OFFICE
(03)
(03)
9568
4464
learn
and
see
where
their
Box
818,
Carnegie
Box 818, Carnegie
Box
818, 3163
Carnegie
Victoria
Victoria
3163 will take them, so
career
Victoria
3163
WANT YOUR
YOUR EXECUTIVE
EXECUTIVE
WANT
WANT
YOUR
EXECUTIVE
CAREER SEARCH
SEARCH HANDLED
HANDLED
CAREER
CAREER
SEARCH
HANDLED
CONFIDENTIALLY?
CONFIDENTIALLY?
CONFIDENTIALLY?
should engage
want to learn and see employers
WANT YOUR
YOUR CAREER
CAREER SEARCH
SEARCH HANDLED
HANDLED
WANT
with them at the induction
WANT
YOUR
CAREER
SEARCH
HANDLED
BY AN
AN EXPERT?
EXPERT? CALL
CALL AA
AA
stage and show them
where their career
BY
BY
AN
EXPERT?
CALL
AA
the longer term career
will take them, so
AREYOU
YOU TECHSAVVY?
SAVVY?
DOESONLINE
ONLINE EXCITEYOU?
YOU?
prospects,” she said.
ARE
DOES
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YOU TECH
TECH
SAVVY?
DOES
ONLINE EXCITE
EXCITE
YOU?
MANAGER
ONLINE PRODUCTMANAGER
MANAGER
PRODUCT
ONLINE
D’Angelis also stressed the
PRODUCTMANAGER
MANAGER
ONLINEPRODUCT
PRODUCT MANAGER
SYDNEY EXCELLENTSALARY
SALARYPACKAGE
PACKAGE
PERTH EXCELLENTSALARY
SALARY PACKAGE
employers should
SYDNEY
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AA
SYDNEYEXCELLENT
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AA
need to provide clear steps
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leadership,
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years of experience as they’ll last longer,” she said. Both D’Angelis
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progression. Rather than moaning in unison about staffing struggles,
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June 2013
travelBulletin
spot and apply today!
missed – apply today!
travelBulletinJune
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2013
Ph: 02
02 9231
9231 2825
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02
9231
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AUSTRALIA’S
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EXECUTIVE
RECRUITMENT
EXECUTIVE RECRUITMENT TEAM
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EXECUTIVE RECRUITMENT TEAM
Ph:
02 9231
2825
Ph:
Ph: 02
02 9231
9231 2825
2825
Email:
Email: [email protected]
[email protected]
Email: [email protected]
FOR
FOR MANY
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FOR MANYVISIT
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travelBulletin
www.aaappointments.com.au
travelBulletinAPRIL
APRIL2015
2015 xx
xx
travelBulletin APRIL 2015
xx
careers
Career in
focus
Kaylene Shuttlewood
Travelport general manager
The proliferation of technology has been
bittersweet for many in the travel business.
New innovations have touched all parts of the
travel food chain, but the hurdle that many
can’t seem to clear is what to do next. In short,
the technology and training resources are there,
but agents are reluctant to touch them.
It’s a common theme for Travelport general
manager Kaylene Shuttlewood who has
been working on technology innovations and
integration for over a decade in high flying
roles with Helloworld and its predecessors
Jetset and Stella. Shuttlewood has an
impressive acumen when it comes to rolling
out new technology, but she says adoption
remains one of the biggest challenges for
GDSs across the globe. And when it comes
to solutions, she doesn’t claim to have all
the answers.
“We are constantly trying to assure agents
that technology can enhance their abilities,
but some agents are scared it will replace
them,” she told travelBulletin. “We’ve been
working hard to develop systems that
help agents sell ancillaries and prevent
consumers from going direct, but it is difficult
to convince them that we are trying to make
their job easier, and not replace them.”
Shuttlewood singled out time pressures
as the greatest hurdle in the adoption of
platforms such as Travelport’s Smartpoint
system, and while she admits it’s hard to
swallow at times, she also acknowledges
that time constraints are putting the squeeze
on the industry as a whole. “No one can
ignore the rise of technology and the need to
incorporate it into the mix… but the reality
is that it takes time and effort to learn how
to use new processes and invest in future
career development,” she said.
“Staff have to take it on themselves
to advance their career and improve their
personal brand, and technology is a central
24
Staff have to take it on
‘themselves
to advance
their career and improve
their personal brand, and
technology is a central
part of that ...
’
part of that. It’s also directly correlated to
their overall profitability as a consultant.”
Just eight months into the top role with
Travelport’s Pacific operation, Shuttlewood
admits that improving the adoption of new
technology is constantly front of mind. In
an industry that has long been resistant to
change, she’s got her work cut out for her, but
she has been quick to strike.
For one, Travelport recently wrapped up
its road shows which reached over 500
agents in Australia and New Zealand, and
Shuttlewood spearheaded the launch of a
series of webinars and training programs so
that agents can use the latest developments
to their fullest capacity. “There’s no point
having a Porsche and only driving it in the
CBD,” she quipped.
Looking forward, Shuttlewood singled
out mobile as the “next big thing”, with the
rise of smartphones and tablets offering
many opportunities to streamline bookings
across all platforms. “Mobile will become
the standard for the industry. It’s a point of
difference for us at the moment, but soon
low cost and full service carriers will catch
onto that so we need to innovate and move
forward. If you don’t move with technology
you will be left behind,” she said.
As Shuttlewood settles into the role
with Travelport, she is focused on building
relationships, claiming that strong
communication and client relationships are
the key to good business. It’s a mantra that
she considers to be central to her career
success, along with the ability to make
difficult decisions under pressure, particularly
when it comes to staff.
In her view, staff produce some of the best
business ideas, but they’re also the source
of some of the greatest frustrations. “You
have to give employees the opportunity to be
productive and efficient, but ultimately you
have to have the right staff. If you don’t have
the right people in the right roles you have
to make tough decisions. Otherwise you’re
wasting everybody’s time,” she says.
Valuing quality over quantity is another
virtue that she considers as a key contributor
to her success so far: “It’s not worth having
customers just for the sake of it – they have to
be profitable for suppliers and customers.”
And to others in the industry who are
looking to take the next step in their career,
she suggests investing time to develop a
strong personal brand and recruiting a mentor
to support progression.
“Don’t be afraid to ask someone to be a
mentor figure, and always consider what legacy
you want to leave behind,” she concluded.
careers
Playing the Mind Game
What managers really think during job interviews
By Jeff Haden
Interviewing is all about the sell, but
non-verbal communication holds just as much
weight in getting job seekers over the line.
Candidates take centre stage in the best job
interviews while interviewers say very little
– after all, the interview is about the candidate,
not the interviewer. But there are some things
that interviewers would love to tell candidates
before the interview gets underway.
1. I really want you to stand out
The sad truth of interviewing is that
employers often don’t recall much about
individual candidates. In short, employers
remember candidates by hooks – whether
flattering or unflattering – which interviewees
should use to their advantage. Instead of
letting employers choose how they remember
you, give them a few reasons so that they
never forget you.
2. Don’t stand out for being negative
There is no way employers will remember
everything candidates say, but they will
Cruise
guru?
certainly remember negative sound bites
such as candidates who complain about
their current employer. Employers understand
there are reasons you want a new job, but
they want to hear why you really want this
job instead of why you want to escape your
old one.
3. Don’t start by telling me how much you
want the job
Employers want candidates to want the
job, but not before they know what it really
Luxury travel
your forté?
entails. The work may include 60 hour weeks,
a lot of travel, or reporting to someone with
less experience. So sit tight.
4. I want you to ask questions that are
important to you
Employers need to know whether they
should hire you, but they also need to
make sure their job is a good fit for you. So
they want you to ask the right questions
such as what is expected of you early on,
what attributes make the employer’s top
performers outstanding, and what you can
do to drive results.
5. I really want you to be likeable
Obvious? Sure, but also critical. Skills and
qualifications are important, but employers
also want to work with people they like… and
who like them in return.
6. I wish you wouldn’t ask questions that
have little to do with work
We know you want a positive work-life
balance. Everyone does. But save all of your
questions about holiday policies and work
flexibility and focus on the job -- for now.
Corporate travel
your department?
Whatever area of travel you specialise in...
TravelManagers has a place for you
Grow your own business and earn more. Enjoy the flexibility to manage your own time and work
when it suits while offering your clients more personalised service with our truly mobile platform.
Our personal travel managers have many reasons to work in partnership with us and the rewards
are almost endless. TravelManagers is Australia’s most successful home-based travel business.
We’ll support you with the vital tools to make your business a success.
Satisfy your curiosity. Visit our website
for full details of our business offering
join.travelmanagers.com.au
Or contact partnership development team
1800 019 599
We are always out and about and ready to meet you.
Agency
owner?
Does the idea of working from home appeal to you?
Do you love selling travel but are frustrated with the
limitations that come from working in a retail store?
There’s a way to continue working in travel and have
more freedom and flexibility in your life - and it’s just
one phone call away…
“When I worked in retail travel I felt constricted and became
very frustrated with my job,” says Liz van Boxel, a Gold Coastbased mother of two who worked in travel for 25 years before
joining Travel Counsellors. “I have always loved selling travel
and helping people put together their dream holidays. Since
becoming a Travel Counsellor I have the freedom to meet with
my clients at a time that suits them. Meeting a client at a little
coffee shop overlooking the beach or over dinner is no hardship.
I can honestly say many clients have become my friends and I
wouldn’t change what I do because I love it,” adds Liz.
Booking mostly leisure travel, Liz loves working from home as it
affords her more time to spend with her partner and children.
“I’m much happier now that I’m working from home and
not stuck in a retail store,” Liz says.
“If you want to find out more about the flexibility
that comes with being a Travel Counsellor,
then give me a call”.
Liz van Boxel
TRAVEL COUNSELLOR
Have an informal, confidential chat on 03 9034 7079
Find out more at www.travelcounsellors.com.au
or email the team at [email protected]
PHONE A
to find out how
03 9034 7079
Travel
management
DON’T BANK SALES,
BANK PROFIT
By Sean Johns
W
hen I commence with a
new client I ask them two
questions that in most
cases aren’t answered
with any real clarity.
The first is – what is your net profit as a
percentage of your revenue after you take
out a wage for yourself? And secondly, do
you think this percentage is acceptable as a
return for your investment?
Most owners can tell you their sales and
yield quite accurately. But we don’t bank
sales – we bank profit which is the money left
over after we pay suppliers and the costs of
running the business. In my view, this focus
and understanding needs to be the starting
point when looking at the effectiveness of
business models.
Travel business models need to be kept
simple, because they are simple. I’m not
suggesting that running a successful travel
business is simple – because it isn’t – but
the principles are. The key drivers
are, quite simply, sales volume,
margin, and productivity
of people. Operationally,
everything else can be
classified as a potential
distraction, so it’s worth
looking at each individually
to see how they can impact
performance.
Sales volume can’t ever
be removed from our focus, as
we are in a low margin game. In
other words, we operate with large
dollar transactions for a small return
on the sales price. Therefore we have to be
at a certain level of sales in order to generate
the revenue we need to cover the people who
deliver our services.
There is a direct link between sales volume
and profitability, but the important question
is – how much of an owner’s time is spent
on sales and marketing activities? Often the
answer is less than 10%, which is probably
a reflection of focus and effort rather than
external factors we often blame such as
the economy. It is important to treat this
component of the business with the priority
it deserves, and increasing sales requires
a clear understanding of where your market
opportunities are and the correct level of
resources to drive it.
Margin is the second driver, but there is
a fundamental difference to be made. The
focus should be on the ‘right margin’, not
the highest, as some businesses – such as
corporate agencies – can have a lower margin
and still be very successful. If you want
to lead on price, you must lead on costs.
Therefore, to be successful with a lower
margin, your cost base must also be very
efficient which is not that easy in retail.
To improve margin or yield in our industry
terms, concentrate on your staff in the
following key areas:
1) Their own belief and perception of the
value they provide. Great consultants know
what they bring to the table, and they price
accordingly.
2) Develop or work with high margin product.
This is why high yielding businesses develop
niches or specialist product.
3) Introduce strong processes around fees,
pricing, and improving the average sale.
4) Measure and set incentives around a
target yield for the business.
Productivity of people is central to
business success, and while it is the area
you would expect to see the greatest gains
with the growth in technology and product
choices, this is not necessarily the case.
There are a number of possible reasons
for this, however it is clear that there is a
widening gap between high performing travel
consultants and the rest – and this has
a direct relationship on the profitability of
business models. Not surprisingly, the most
significant cost for businesses is staff, and
if the level of revenue generated is delivered
efficiently through less people, greater profit
will be achieved. Owners should focus on
recruiting correctly by employing people that
have values aligned to the company, training
in all areas that impact productivity, and above
all, communicating regularly on their progress.
So, as we come to the end of the financial
year, it is worth taking a moment to look at the
key business drivers as you plan and budget
for the coming year. Focus on these things
and the bottom line will take care of itself.
Sean Johns has worked
in a variety of training,
sales, and management
positions in retail travel.
He currently holds the post
as Resurg Group’s travel
industry business coach
and strategic advisor.
27
business events news
Staging Connections buy out
nz events making headway
By Jill Varley
THE 19th MEETINGS events trade show in
Auckland last month marked the largest on
record for Convention and Incentives New
Zealand (CINZ), signalling a boon for the
country’s meetings and events sector which
took a hit in the wake of the Christchurch
earthquake in 2011.
Hosted at Auckland’s ASB Showground
in early June, the 2015 event saw over 600
decision makers and 190 exhibitors from
Australia and NZ take part in over 5600
appointments over the two-day tradeshow.
Sixty Australian event organisers
ventured over the ditch for the annual
event, with CINZ ceo Sue Sullivan claiming
the organisation had seen “strong
interest” in New Zealand as a place to host
conferences, incentives and events.
NZ is making waves in the meetings
and events sector with new convention
centres in the pipeline for Auckland,
Wellington, Queenstown and Christchurch.
The developments mark a milestone for
NZ, with Sullivan confident that the new
infrastructure will see NZ capture a greater
share of the growing business events
market, and attract larger and more
valuable conferences.
More than 15 larger conferences
are already slated for the Christchurch
Convention Centre when the new complex
– which replaces the centre that was
destroyed in the 2011 quake – opens in
2018. The new Auckland development is
also expected to attract almost 22,000
additional international visitors and
deliver $85.4 million in tourism related
expenditure each year.
28
But while new convention centres were on
the agenda at MEETINGS 2015, much focus
was also centred on New Zealand’s regions,
with seven different regional pre-tours held
in Waikato, Rotorua, Taupo, Wellington,
Christchurch, Dunedin and Queenstown.
With a surge in interest for Christchurch,
BEN joined a group of hosted buyers on the
Christchurch and Canterbury famil.
Starting with an early morning arrival
at the family-run Commodore Airport
Hotel, attendees continued on a doubledecker bus tour with Hassle Free Tours.
Moveable Feast Caterers provided
breakfast within the hallowed cardboard
walls of the temporary Cathedral before a
team building activity kicked off with event
caterers and equipment hire specialist,
Continental. There was a look at the
remarkable reconstruction of the 1908
Theatre Royal, an excellent dinner on the
Christchurch Tramway Restaurant, and a
helicopter ride over the city’s earthquake
scars and new innovative builds with
Garden City Helicopters.
Beyond the city there are many premium
experiences to be had at Peppers Clearwater
Resort – a golf resort with a fly fishing lake,
a restaurant and event venue. Nearby is
the Melton Estate Winery and Jet Thrills
which offers high speed boat rides on the
Waimakariri River. Dinner and an overnight
stay at Heritage Hanmer Springs Hotel –
framed by the snow-capped Southern Alps
– also included a late night spa at Hanmer
Springs Thermal Pools and Spa.
As CINZ’s Sullivan remarked, feedback
from the Australian contingent was nothing
short of “tremendous”. The 20th CINZ
MEETINGS will be held on 15-16 June, 2016.
PSAV has inked a deal with Staging
Connections Group (SCGL) which will see
the AV provider swallow SCGL’s brands
including Sydney-based Exhibitions & Trade
Fairs (ETF) and AV Express.
The deal – which is expected to close
in the fourth quarter of the year subject
to shareholder approval – will see PSAV
oversee all operations, while Staging
Connections will continue to operate
as usual. The leadership team and
operational structure will remain in place
to ensure a “smooth transition”.
SCGL md Tony Chamberlain confirmed
that the company’s board fully supported
the deal which “opens doors to broader
technology offerings”.
Staging Connections Group operates
22 offices across five countries, with a
strong presence in Australia, New Zealand
and the Pacific, while PSAV operates
in 1400 destination resorts and hotels
across the globe. The cost of the sale
has not been disclosed.
ICC benchmark promise
The new International Convention Centre
project is still 18 months from completion,
but management has vowed to test
“every centimetre” of the venue in the
three months leading up to its opening in
December next year.
Making the announcement last month,
ICC Sydney ceo Geoff Donaghy said
no effort would be spared to ensure
the venue is functioning to its “world
class” benchmark.
Testing will also extend to staff training,
with the 12-week lead-up program also
designed to allow businesses and local
communities to preview the one billion
dollar venue ahead of its opening.
ICC Sydney – which forms a part of the
$3.4bn transformation of Darling Harbour
– has been in the pipeline for several
years as the state government looks
to attract more meetings and events to
Sydney and position the city as a leader on
the global stage.
Donaghy confirmed the project is tracking
well, with approximately 1.8 million man
hours already poured into the development.
EEAA seeks to boost profile
The Exhibition and Event Association of
Australia (EEAA) has flagged the need to
raise the profile of the exhibition sector in
order to take a bigger slice of marketing
spend in Australia.
Addressing delegates at the EEAA agm
in Sydney, EEAA president Domenic Genua
claimed that a “strategic repositioning”
was needed for the industry to achieve the
recognition it deserves within Australia.
He claimed that it “can be done”, but
also singled it out as one of the greatest
challenges for EEAA.
Meanwhile, EEAA last month welcomed
Ungerboek Software International as the
inaugural Gold Partner of its Young Stars
Program. The program, which launched
three years ago, aims to engage younger
people in the sector and provide them with
skills to become industry leaders.
Luxperience edges closer
The fourth Luxperience showcase is just
two months out, with event organisers
promising the 2015 trade show will deliver
a greater variety of new luxury product than
previous years.
Director of marketing and buyer relations
Michelle Papas told travelBulletin that
new product would be a key focus of the
2015 event as buyers increasingly look for
“experiential” luxury product that has a
greater level of attention to detail.
While leisure will continue to form the
core of the offering, Papas said there
has been an upswing in interest for
product that caters for the meetings and
events market.
“We’ve had a lot of interest for
exhibitors looking to step into the events
space, not only travel-based,” she said.
She also stressed that quality would not
be compromised by numbers, with exhibitors
capped at 300 this year. Around 400 buyers
are expected to attend the invite-only event
including a 50/50 split of domestic and
international buyers. Luxperience will this
year take place at Australian Technology
Park in Sydney from 6-9 September.
Jill Varley’s perspective
business events prove their worth
Welcome to the first edition of Business
Events News to be inserted into
travelBulletin.
Known affectionately throughout the
conventions, incentives, events and
hospitality industries as BEN, our inclusion
in this highly respected travel industry
publication marks a new era in our
three-times-weekly online newsletter. It
also broadens BEN’s reach and provides
readers with news of a vibrant industry that
is closely aligned to that of its FIT cousin.
In this issue we highlight New Zealand’s
MEETINGS 2015 exhibition, managed by
Conventions & Incentives New Zealand
(CINZ) which is the official association of
the NZ conference industry. Held annually
in Auckland on a much smaller scale than
its overseas counterparts IMEX in Frankfurt
and IBTM in Barcelona, its growing success
and popularity with hosted buyers and
exhibitors is a model that is catching the
eye of other event and exhibition managers
as they increasingly take a closer look.
Pointers to its success come down
to the affordability of exhibition stands
headlines
business events news
01 Jun
03 Jun 05 Jun EEAA aiming to lift profile
Tasmania events hand out
Ungerboeck EEAA Young Star
Gold Partner
and the generosity of its on and off-site
events, pre- and post-touring options,
and time friendly face-to-face trade
show appointments. And, of course, the
country’s undeniable beauty. Meanwhile, the latest edition of
Attracting Business Events to Australia was
recently released by Tourism Australia
and Austrade, highlighting the importance
of business events to the Australian
economy.
The value of business events has
already been well documented, with
Tourism Research Australia’s latest
International Visitor Survey revealing that
the sector is already worth more than $13
billion to the Australian economy.
Industry analysts predict that further
growth is within reach which will contribute
significantly to the Tourism 2020 end goal
of increasing overnight visitor expenditure
to more than $115 billion annually by the
end of the decade.
The guide is available electronically from
Tourism Australia at bit.ly/1Bly3Zk.
‘Till we meet again.
10 Jun MEETINGS NZ 2015 kicks off
12 Jun Expertise Events lands ATE contract
15 Jun PSAV acquires Staging Connections Group
17 Jun Tourism Fiji convention progress
25 Jun Test program for ICC
THE ULURU MEETING PLACE
With the mighty sillhouette of Uluru on the horizon, Ayers Rock Resort inspires delegates with
high-impact events and once-in-a-lifetime experiences. This is a destination like no other.
Hold your next event at the Uluru Meeting Place, enquire today.
ulurumeetingplace.com.au
61 2 8296 8067 [email protected]
• 2 large ballrooms - 420 & 306 guests
• A permanent marquee - 280 guests
• Outdoor amphitheatre - 350 guests
• Exhibition capacity and additional breakout rooms
• Unique outdoor event options - 25-300+ guests
• In-house audio visual & creative event production
CRUISE REPORT
Cruising into Pacific prosperity
By Bruce Piper
M
uch has been made in
recent weeks of the massive
growth in Australian cruising,
which in 2014 cracked
the one million passenger
milestone, six years ahead of the original
2020 forecast. The relentless deployment of
additional capacity in local waters looks set
to see this continue, with Royal Caribbean in
particular placing ever-larger and ever-newer
ships down under. That’s not to mention
Carnival Corporation, which has redefined its
P&O brand with major revamps of on-board
product and the addition of two ships later
this year meaning it will have five year-round
P&O vessels operating from Australia –
alongside other Carnival brands with a strong
presence such as Princess Cruises, Carnival
Cruise Lines and Holland America.
Although there’s growth across the board,
including in international based voyages and
river cruising, the local big-ship deployments
by their very nature mean that many more
Australians are exploring the South Pacific
on cruise ships. The figures reveal that the
region enjoyed a 39% “destination share”,
attracting more than 392,000 passengers
last year. That was a 19% increase on 2013,
and CLIA points out that since 2010 the
number of Australians cruising in the South
Pacific has more than doubled.
This is all great news for Australian travel
agents and the local economy. However there
are also significant implications for our South
Pacific island neighbours, and it’s hoped that
they will also be able to harness the boom to
boost their economies. Despite the popular
images of these places as “flop and drop”
destinations where smiling locals cater to
your every whim, the reality is that many
people in the South Pacific have much lower
living standards than we enjoy. Tourism – and
in particular the booming cruise market – is
30
well placed to make a big difference.
Regional destinations are working to
capture the potential, with the South Pacific
Tourism Organisation (SPTO) recently
commissioning the Pacific Cruise Market
Research and Intelligence Project. This
study gives a comprehensive overview of the
cruise sector in the region and concludes
that while there are significant opportunities,
destinations need to strategically target
cruising to maximise the benefit of the sector.
The report confirms that the biggest Pacific
destination is Noumea in New Caledonia,
which will this year welcome a whopping 162
calls by international cruise ships.
study concludes
‘thatThisdestinations
need
to strategically target
cruising to maximise the
benefit of the sector
’
That’s significantly ahead of the number
two destination, Port Vila in Vanuatu with 113
calls. Other popular ports include Lifou and
the Isle of Pines with just over 100 calls each,
followed by Mystery Island at around 70.
Given that few Australians take cruises
longer than two weeks, it’s likely that both
New Caledonia and Vanuatu will continue to
be the first choice for itineraries given their
relative proximity to the east coast capitals.
A recent economic impact study conducted
for Vanuatu showed the cruise industry
brought almost $35 million to the country in
2013, with each ship call accounting for over
$260,000 on average.
Second tier destinations including Fiji,
Papua New Guinea and French Polynesia
are also likely to benefit from the growth,
because the expanded deployments mean
there is a continual hunger for new itineraries
and ports of call.
The SPTO report identifies a further 12
“under-developed cruise destinations” such
as Tonga, Timor-Leste, Niue and the Solomon
Islands, which usually only see larger vessels
during repositioning voyages. Expedition
ships are also seen as having potential for
these countries. “Expedition lines, especially,
are dedicated to taking their upscale guests
to undiscovered, out-of-the-way places. The
Pacific has many... indeed, as the large ships
adopt more island/beach/village calls, the
Expedition ship operators move on to seek
new ones,” the report says.
Governments across the region are
grappling with the challenges identified in the
report. “The most pressing need for many
otherwise attractive Pacific destinations
is hydrographic surveys to prepare marine
charts, without which access for ships of any
size is not possible.” That’s not to mention
shore-side infrastructure such as port
facilities, jetties, coaches, guides for shore
excursions, shopping, and guest services.
The report also highlights the importance
of destinations making themselves attractive
to cruise ship passengers. “The fact that
many islands of the Pacific may be excellent
destinations is not enough to be on cruise
itineraries – there has to be consumer
appetite for them… promoting their
attractions is the role of the Pacific Island
country and its NTO, not the cruise line,” the
report notes.
A key opportunity identified is to develop
a regional fly-cruise hub which would make it
possible to offer short cruises, going deeper
into the Pacific and touching more islands,
beaches and villages. The report urges regional
cooperation to build the industry, concluding
that “with good planning, management and
collaboration all Pacific island countries stand
to benefit – economically and socially” from
the cruise boom.
cruise report
CLIA view
Brett Jardine, general manager
CLIA Australasia
aus set to remain in spotlight
The Australian cruise industry had cause
to celebrate recently when we hit the one
million cruise passenger target six years
ahead of forecast – an exceptional result
which underlines the incredible growth of
cruising from this market.
While statistics and graphs may not be
the sort of thing many people would choose
to pore over in their spare time, I would
urge you to take a moment to read CLIA’s
2014 Australian Cruise Industry Source
Market Report for an insight into the current
state of the Australian cruise industry and
its positive implications for our region.
In the meantime, here’s a snapshot of
the key findings. The number of Australians
that cruised around the world in 2014 rose
by 20.4% to a new record of 1,003,256.
The increase of more than 170,000 cruisers
since 2013 represents the largest annual
rise in real numbers in the past decade.
We often talk about cruise ships being
a destination in their own right, so it’s
interesting to note that if you compare
cruise passenger numbers to Australia’s
most popular overseas destinations,
almost as many Australians took a holiday
at sea as the number that travelled to
Indonesia for a land based stay in 2014.
Australian cruise passenger numbers
have grown more than eightfold since 2002
and our numbers have more than doubled
in the last four years.
The 2014 cruise passenger statistics
confirm Australia’s position as the world’s
leading cruise market in terms of growth,
with only two other markets (France and
NZ) achieving a double digit increase. The
result also means the Australian cruise
industry has chalked up an average annual
growth rate of 20% for the past 12 years.
That’s quite a record and one that would
be the envy of many industries.
One of the most exciting statistics to
COMMUNIQUÉ
FROM…
The Australian cruise
industry has chalked
up an average annual
growth rate of 20% for
the past 12 years
EXPLORE ASIA THIS SPRING
come out of the 2014 report is the fact
that Australia’s market penetration rate has
now exceeded 4% – another world-leading
result and one which no other source
market has achieved. This is a figure that is
closely monitored by cruise line executives
and will give them enormous confidence
to continue focusing on our region and
deploying more ships to our waters.
This report plays an important role
in driving coverage of cruising which
stimulates consumer interest. That interest
drives demand which leads to more ships
being deployed to the region, greater
visability, and further consumer interest.
Thanks to these exceptional results,
Australia is set to remain firmly in the
spotlight of the global cruise industry for
many years to come.
Voyages of 9 to 16 days aboard the
luxurious Silver Shadow depart from
October to December 2015.
KAREN CHRISTENSEN
General Manager & Director
Sales/Marketing, Australasia
‘
Are your clients dreaming of balmier
days? Let Silversea escort them in
luxurious style on an enthralling
voyage to the magical continent of
Asia. Journey to the golden sand
beaches of Thailand, the vibrant
culture of Vietnam or the secret land
of Myanmar, only now starting to
reveal its charms.
’
ASIA VOYAGES ABOARD
SILVER SHADOW
12-day Myanmar & Malaysia
Departs Singapore 29 October
Fares from au$7,150 per person
11-day Thailand & Vietnam
Departs Singapore 1 December
9-day Treasures of Vietnam
Departs Hong Kong 12 December
headlines MAY &
JUNE 2015
19 May Genting closes Crystal deal
19 May NZ targeting superyachts
21 May Coast Guard to lead CLIA
21 May NZ dredging for Ovation
26 May Million pax mark passed
26 May SuperStar Virgo to visit Oz
28 May VIFP arrives in Australia
For a copy of Silversea’s new 2015 Asia
voyages brochure, visit tifs.com.au
02 June Perks for Pacific nations
09 June White Bay cable car link
11 June Canada next for Viking
16 June Green power for Carnival
16 June P&O maiden call to Timor
18 June Ovation cruises go on sale
18 June Mystique Princess to return
For more information or to book call
1300 306 872 or visit silversea.com
Visit silversea.com for full terms
and conditions.
31
cruise report
Safety concerns after Yangtze tragedy
SAFETY in the skies has been at the
forefront of the media in recent months, but
the cruising sector has also been painted
with the same brush following the tragic
capsizing of the Eastern Star on China’s
Yangtze River last month.
More than 440 people were killed when
the passenger ferry capsized in poor weather
early last month, with only 14 people rescued
from the disaster. Investigations are now
underway to determine how such a tragedy
could occur on such a frequented river while
more than half a dozen other vessels sailed
without consequence.
Investigations will continue in the months
ahead, but now begins the aftermath
which will no doubt involve queries from
concerned travellers as to the safety of the
Yangtze’s waterways.
A number of travel companies issued
statements in the days following the tragedy
to stress that safety standards remain at the
forefront of operations. Victoria Cruises –
which operates charters for Avalon, Uniworld
and Wendy Wu Tours on the Yangtze – insisted
that it adheres to strict safety guidelines that
comply with “Western standards”.
The Yangtze is one of the
world’s busiest rivers
While no ships in the Victoria Cruises
fleet were affected by the weather events,
the company conceded that the tragedy
“underscores the need for higher safety and
inspection standards”. The cruise line also
encouraged travellers to book China travel
through “reputable” tour operators who
ensure passenger safety and satisfaction.
Wendy Wu Tours was quick to issue
a response in the wake of the disaster,
stressing that the company only operates
charters with companies that adhere to
“vigorous safety checks”. APT also insisted
that there was no need for travellers to
re-consider plans to travel on the Yangtze.
“APT and Travelmarvel would like to
reassure clients that its Yangtze river cruises
are safe,” the company told travelBulletin,
again stressing that it only deals with
companies that conform to the “highest
standards”. Further details are sure to
emerge as the investigation continues, but
Australian operators are insisting that it’s
business as usual for now.
MS VOLGA DREAM 2016
Luxury Hotel & Cruise Tours of Russia
zz 12 nights Moscow to St Petersburg
or v.v. staying in 5-star hotels in Moscow
(3 nights) and St Petersburg (3 nights)
zz Also Moscow to Astrakhan
zz Luxury boutique vessel, family owned
and managed
zz Only 100 passengers & 60 attentive crew
zz Elegantly furnished staterooms & suites
zz Superb on board dining includes wine
& beer with lunch and dinner
zz Small group sightseeing
10% Early Bird discount
valid to 31 August 2015
To request a brochure or receive our special offers call 1300 668 844
www.eetbtravel.com | [email protected]
Russian Travel Centre . Eastern Europe Travel
JEWELS
of Europe
15 day cruise from Amsterdam > Budapest
From $7,295*pp twin share
INCLUDES BONUS
RETURN
HOTEL
FLIGHTS* NIGHT*
All-Inclusive
Return flights to Europe*
ON BOARD
Butler for all guests
Laundry concierge
Complimentary beverages all day, everyday
Six dining options, from casual to fine dining
Exclusive Scenic Tailormade GPS for self-guided
touring and on board commentary
Balcony suites, including a Scenic Sun Lounge
The freedom of our e-bikes – electronically
assisted bicycles
Expert local guides
Complimentary Wi-Fi internet
Return airport transfers
ONSHORE
Scenic Enrich – unforgettable and exclusive
once in-a-lifetime experiences
Scenic Sundowners – exclusive hosted cocktails
in some of Europe’s most beautiful locations
Scenic Freechoice – a choice of wonderful
activities throughout your journey
CRU
ISES
TOUR
S
SCENIC.COM.AU
RY
&
138 128
LUXU
And of course all tipping and gratuities
*Conditions apply. Prices based on per person twin share in AUD ex SYD/BNE/MEL/ADL/PER are strictly limited and subject to availability until sold out. For new bookings only and
not in conjunction with any other offers. First non-refundable $1,000pp deposit due within 7 days of booking. Fly Free based on wholesale economy class on airline of Scenic’s
choice, subject to availability. Airline/Airport taxes of $1,000pp included Pre or post cruise night accommodation at hotel of Scenic’s choice and includes room, tax and daily
breakfast available until 31 July 2015. Prices based on STC 9 March 2016Category E Cabin (no balcony) departure. Pricing correct as of 16 June 2015. For full terms and conditions
refer to 2016 Europe River Cruise Brochure and Earlybird flyer or scenic.com.au/earlybirds. Fly Free offer QUOTE CODE: SNTRD194
cruise report
Paving the way for the green future
The push for cruise lines to one-up their
rivals is increasingly going beyond onboard
enhancements, with the big players now
battling it out for the most impressive green
credentials on the global stage.
Carnival Cruise Lines led the charge with
scrubbers in 2013, fitting the emissionreducing technology to its fleet as part of a
major environmental overhaul. The move has
been followed by a number of other industry
heavyweights including Royal Caribbean
Cruise Line which earlier this year announced
four vessels in its fleet will be retrofitted with
the technology to reduce carbon emissions.
But Carnival has again been the first off the
mark to adopt a new “green cruising” power
base for four new ships to be built by Germany’s
Meyer Werft shipyard, with the vessels to be
powered by Liquefied Natural Gas (LNG).
The ships – which form part of a previous
agreement to deliver nine new ships by 2022
– will feature hybrid engines for use in port
and at sea, with LNG to power all onboard
functions as the company looks to replace its
smaller vessels with larger fuel efficient ships.
Two of the ships, which will each carry
6600 passengers, will be deployed to
German-based AIDA Cruises, with the other
two earmarked for either Costa Cruises or
AIDA Cruises.
Marking the first initiative of its kind, the
move once again raises the benchmark for
other cruise lines to follow - which no doubt
they will in due course.
To date, cost has been a restrictive factor
for cruise lines, with some technology simply
out of reach without passing costs on to
consumers. But interestingly, Carnival claims
that the new ships will be no more expensive
to build per passenger than other ships
currently on order.
To the contrary, the company claims that
the ships will be cheaper to run in terms of
fuel. That’s only part of the package – with
capacity for the new ships also trumping that
of RCCL’s Oasis and Allure of the Seas which
hold around 6300 at maximum capacity.
Major cruise operators like Royal Caribbean
and Norwegian Cruise Line Holdings are
not to be discounted, with both companies
heavily investing in new ships to lower fuel
costs, carry more passengers and improve
onboard amenities.
While the focus on rolling out new on-board
enhancements continues with pace, some of
cruising’s greatest critics are taking notice
of the fact that cruise lines are throwing
more weight behind green innovations. The
question remains, where to next?
BENTOURS
15 days | Departs Bergen on 25 January 2016
From $6,340 per person
*
Bentours has put together a special 15 day tour especially designed to give you
an opportunity to witness the incredible Northern Lights. The Northern Lights
are a natural phenomenon often seen in northern latitudes during the winter months.
Highlights of this outstanding tour include:
• ArelaxingcruisealongthecoastofNorway,byfarthebestwaytoexperience
the country’s stunning fjords and historic coastal towns
• AnightinauniqueLevinIglutIgloo,whereyoucanlieinbedandgazeatthe
stars(andifyou’relucky,theNorthernLights)
• DiscoveringtheSamicultureandremarkableArcticwildlifeofFinnishLapland
• AvisittoRovaniemi,thehomeofSantaClausandoneofFinland’sbestskiingareas
• Atraditionalhuskydogsafarithroughtheicywilderness
• Adayexcursiontothemedieval town of Tallinn in Estonia
•TheservicesofaBentours’tourescortthroughoutthejourney
Spaces on this extraordinary voyage are strictly limited.
Call now to reserve your spot today!
Price is per person, based on twin share accommodation and subject to availability. Price is accurate as at 18 Jun 15 and subject to change without notice. Follow the Lights Special Group Departure is valid for sale until 01 January 2016 (Subject to
space availability) and travel on 25 Jan 16. Advertised price is based on 25 Jan 16 departure based on N Grade outside cabin on Hurtigruten cruise. A deposit of $750 per person is required within 7 days of booking. Final payment is due 100
days prior to departure. Cancellation fees apply: cancellations made 100 days + prior to departure will occur forfeiture of deposit; inside 100 days will incur a 100% cancellation fee; failure to check-in at your designated hotel as confirmed,
100% No Show Fee will be charged. International airfares are excluded. The tour will operate subject to the participation of a minimum number of passengers. Passengers will be notified at least 100 days prior to the scheduled departure
date should a decision be made to cancel the tour on this basis. Should the tour be cancelled, the full cost of land arrangements paid to Bentours will be refunded. Tempo Holidays Pty Ltd trading as Bentours International ABN 51007331213.
www.bentours.com.au | 1800 221 712 | [email protected]
•
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cruise report
Nunavet: expeditions in Canada’s Arctic
By Guy Dundas
A NEW shorter cruise of Canada’s Northwest
Passage is hoped to appeal to Aussies
looking for something more than the
commonly sailed Inside Passage and St
Lawrence Seaway. Located in the lesser
travelled Nunavut province above Manitoba
and Quebec, The Northwest Passage remains
relatively unknown to the Australian travellers,
according to One Ocean Expeditions director
Reinoud Daniels.
The company operates two 98-passenger
expedition ships – Akademik Sergey Vavilov
which offers sailings to Antarctica, and sister
ship Akademik Ioffe which sails from July to
September through Canada’s Maritime region
and Nunavut province in the Arctic Circle.
With the release of One Ocean’s 2016
program comes a seven-night voyage focused of
Baffin Island, Bellot Strait and Prince of Wales
Island, operating roundtrip from Resolute.
The operator also continues to offer a ninenight voyage of the Maritimes and a 12-night
itinerary between Iqaluit and Cambridge Bay
in the Arctic. However the new week-long
cruise focuses on areas with the greatest
concentration of wildlife. “We’ve given the
season some variety,” Daniels said. The
seven-night cruise is more “sharply priced”
(from CAD$6195ppts), which he says “may
open up another market”.
Daniels suggested that travel agents could
pair the voyage with other Canadian content
such as a Rocky Mountains self-drive or a
coach or rail tour. All itineraries remain flexible.
“We have an idea of the sail plan, but
the beauty of expedition cruising is you can
throw it out the window. We take advantage
of wildlife opportunities [and] that is the
attraction of expedition cruising,” he said.
Daniels also touched on awareness
barriers which, he said, were limiting growth
from the local market.
“What we find somewhat challenging is the
Antarctic sells incredibly well out of Australia.
For many, when they think of Canada they
think of the Rocky Mountains, Niagara
and the Great Lakes. It is just educating
them on looking a bit further north and the
opportunities there,” he said. One Ocean is
represented locally by Richard Cunningham
who can be contacted on 1300 368 123.
Jewels
of the
mississippi
History is everywhere in the land of bawdy blues and
Southern bells – from Vicksburg’s silent Civil War
cemeteries to Elvis Presley’s Graceland in Memphis.
8 night journey
New Orleans to Memphis
(or vice versa)
INCLUSIONS:
1-night pre-cruise deluxe hotel stay, including breakfast and American Queen transfers
7 night voyage aboard the American Queen
Complimentary shore excursions in every port
Wine and beer with dinner on board
Daily lectures by our onboard river historian
Old-Fashioned Holidays
Step aboard the American Queen all decked out in its holiday
finery, sip a glass of eggnog, join in carols and watch the riverbanks
for Cajun bonfires lit to guide Papa Noel in his way. Amid the
glitter and elegance is the camaraderie of new friends, the joy the
family and knowing this journey is unlike any other.
FARES:
Per Person, Twin Share
Departing 28 November 2015
INSIDE CABIN ............................................ (US$) from $2,424*
OUTSIDE CABIN ........................................ (US$) from $2,934*
OUTSIDE SUPERIOR CABIN ................... (US$) from $4,124*
TEL: (02) 9959 1355
EMAIL: [email protected]
WWW.AQSC.COM
*Sales to 30 September 2015 or until sold out. Fares are cruise only in US dollars, per guest, based on 2 people sharing an Inside Cat G, Outside Cat C & Outside Superior Cat AA as at 16 June 2015, based on
28 Nov 2015 sailing. Valid new bookings only. Fares include port charges and are capacity controlled. Fares may vary by sailing and/or category, and may be withdrawn at any time. Gratuities, air & land transportation are additional. All fares are subject to availability & currency fluctuations. Itineraries are subject to change without notice. Fares include any applicable discounts. Please request a brochure for complete
terms & conditions.
cruise report
Star Cruises targets aus market
Star Cruises has spared no expense in
bringing its SuperStar Virgo back to Australia
as the Asian cruise line sets its sights firmly
on wooing the Australian market.
Discussing the move to bring the vessel
down under on a 48 day voyage in November,
regional vice president sales Star Cruises
Nicole Costantin said Australia was high
on the list for the Hong Kong-based vessel
following the stand out success of its last
visit to Australia over a decade ago.
“The deployment changed people’s
perceptions of what [Australians] could cruise
on. They saw the appeal of cruising on an
Asian cruise line and it changed the game,”
Costantin commented.
The latest itinerary, which will set sail
from 13 November to 31 December to take
advantage of the southern summer, will visit
Cambodia, China, Hong Kong and Singapore,
among other ports in Indonesia including
Bali, Bangkok, Jakarta and Ho Chi Minh City.
Passengers also have the option of breaking
the voyage into shorter segments such as
Hong Kong/Singapore/Fremantle, Fremantle/
Sydney, or Sydney/Hong Kong.
Bentours savings
MS Volga savings
Bentours is offering a number of
savings on its 2016 sailings to coincide
with the launch of its new Cruising &
Expeditions brochure.
Featuring marine expeditions to
Antarctica, Greenland, Iceland and the
Svalbard archipelago, the new brochure
also includes
Russian river
cruises, Swedish
canal voyages
and cruse-ferry
itineraries which
traverse the
Baltic Sea region.
Bookings
for the Classic
Antarctica Air
& Cruise or the
Polar Circle Air & Cruise expeditions
which are secured by 30 September
receive two free nights in a five-star
Santiago hotel, while savings of up
to 15% are available on any Bentours
Grand West Coast Cruise, Classic Gota
Canal or Great Swedish Canal Cruise for
bookings secured by 15 March 2016.
New to the 2016 line up is the TriArctic National Park Expedition which
covers Svalbard, Greenland and Iceland
over 15 days. Departing Longyearbyen
and cruising on to Iceland with
Hurtigruten, prices start from $10,816.
Russian Travel Centre has released a
dedicated brochure for the upcoming
season of MS Volga Dream, with earlybird
savings of 10% for bookings secured by the
end of August.
Prices for the 2016 season have also
been reduced, with Deluxe Stateroom
bookings secured for July and August 2016
reduced by $850 per person. Including the
earlybird discount, passengers save up to
$1344 per person on the 2015 price for
bookings secured by the end of August.
Two itineraries are outlined in the new
brochure including the 13-day Moscow
to St Petersburg cruise and tour which
includes onboard accommodation and
stays in luxury hotels to allow passengers
to experience the cities of Moscow and St
Petersburg. Highlights include day tours to
38
As Costantin explained, the itinerary has
been tailored to Australian travellers who have
been “constantly” requesting for the vessel to
return to Australia.
“The whole cruise is targeted to Australia
because of the simple fact that people
have asked us to bring the ship back. The
Australian market is central to what we do
and we have seen so much growth out of this
market,” she told travelBulletin, adding that
the strong uptake prompted the cruise line to
build two new vessels.
Costantin also stressed that the cruise line
has rolled out a number of enhancements
to cater for Australian passengers. “We are
sparing no expense to bring the ship back.
It’s all go,” she said. New dining and beverage
packages have been rolled out in addition to
all new bar areas and Asian restaurants.
n Visit bit.ly/1duYUb1 for details.
the Tretyakov
Art Gallery,
visits to the
fortress in
Goritsy, and a
reception at
the Governor’s
House in
Yaroslavl.
The 12-night
Moscow to Astrakhan itinerary also covers
Uglich, Nizhny Novgorod and Kazan with all
meals provided on board. Prices lead in
from $4625 per person.
Travel aboard MS Volga Dream includes
meals with beer and wine, an evening
program, sightseeing experiences, and
professional English speaking guides.
n Visit www.eetbtravel.com for details.
Tauck discount offer
Tauck River Cruising has responded to fluctuations in the Australian dollar by passing on
savings of up to US$1200 per couple on its 2016 European river cruises.
A number of new inclusions have been added to the 2016 European line up including special
events at venues such as Chateau de Bizy in France and Chateau du Taillis in Normandy, along
with a new destination experience at Schloss Ehreshoven in Germany.
New itineraries have also been added including the 10-day Rhine, Swiss Alps & Amsterdam
tour which follows the Rhine River between the Swiss Alps and the Netherlands. Including a
seven-night cruise aboard MS Grace, the itinerary also features a two-night stay at Bellevue
Palace Bern and travel to Lucerne.
n Contact [email protected] for details.
UNFORGETTABLE
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Experiencing Europe with APT really is something else. Because only with APT
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Where absolutely everything down to the last detail is taken care of so that your
clients can lose themselves in the moment. It truly is unforgettable.
INCLUDED – Exclusive royal experiences on selected cruises:
• EXCLUSIVE! Unforgettable day trip aboard the Majestic Imperator Train
• Private tour and a lavish banquet at Germany’s Namedy Castle
• Classical concert featuring Mozart Boys Choir members at
Vienna City Palace
INCLUDED – All onboard meals and beverages, tipping, transfers,
Wi-Fi and port charges
INCLUDED – Freedom of Choice inclusions and APT’s exclusive
Signature Invitations
FLY FREE TO EUROPE*
Magnificent Europe River Cruise
15 Days from $7,395* pp twin share
AMSTERDAM
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Visit aptgroup.travel or call 1300 278 278
*Conditions apply. Prices are per person (pp) AUD twin share. Prices are correct as at 23 June 2015 but may fluctuate if surcharges, fees, taxes or currency change. All offers are available until
31 July 2015 unless sold out prior, valid for new bookings only. Prices based on EUMC15: 4 November 2016 (Cat. E). Prices are inclusive of the $400 pp early payment discounts. A limited number of all
SuperDeal offers are available on select itineraries, suites and departures. All offers are available and are subject to availability, until sold out. EARLY PAYMENT DISCOUNT: $400 pp offer is applicable to
tours with cruises of 14 nights or longer that are paid in full 10 months prior to tours departure. An initial deposit of $1,000 pp must be paid within 7 days of making the booking. 2nd deposit of $2,000
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Flights are in economy class with Singapore Airlines or an airline of APT’s choosing, and are subject to availability of airline and booking class. Once booking class sold out surcharges apply. Flights
must be booked by APT. Air ticketed upon receipt of first deposit. Any changes made after ticketing may incur an amendment or cancellation fee. Australian Pacific Touring Pty Ltd ABN 44 004 684 619.
ATAS Accreditation #A10825. APT2718
industry in focus
ion
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brushed shou
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influencers, bl
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This group of top selling agents discovered why Vegas has been dubbed the
entertainment capital of the world on the recent Las Vegas and Pinpoint Travel
Group MegaFam. Participants got a taste of the lot, with thrilling shows, a twilight
helicopter flight over the Strip, and a hint of shopping and dining.
APT showed these agents the best Canada has to offer, including whale watching
in Victoria and the northern lights in Jasper. They even spotted a grizzly bear!
These top achieving agents got to experience Tassie first hand
on a recent famil. Fine food and wine were on the agenda, along
with some sightseeing in Freycinet National Park (pictured).
40
It was smiles all round for these lucky consultants who experienced
Macau and Shanghai courtesy of Helen Wong’s Tours.
Anne-Marie King
and Jeremy van
der Klundert rallie
quick photo at th
d together for a
e Sabre Pacific
Tech Summit las
t month.
JULY 2015
There are few better ways to relax than kicking back on a trip to Whitehaven Beach
in the Whitsundays. These agents did so in fine form after winning a spot on the
famil as part of the Hamilton Island Spoilt Bratz incentive.
International Pow Wow kicked off with a bang last month in
Florida, with these Australian and New Zealand agents letting
their hair down at the official cocktail function.
oup of agents a
urs showed this gr
Mandarin World To
il.
an on a recent fam
good time in Ta iw
These consultants were all smiles as they soaked up the sun in the Aloha state
courtesy of Hawaiian Airlines and Freestyle Holidays.
These lucky agents were introduced to Ireland like locals, courtesy of Trafalgar.
Here they are enjoying a pint or two at the Guinness Brewery in Dublin.
Hong Kong
Tourism Boa
rd and Catha
the sights an
y Pacific trea
d sounds of
ted these Flig
Hong Kong
hties to
on a recent
educational.
41
SOUTH AFRICA
Call
of the
Wild
Traversing the
Garden Route
By Brian Johnston
L
ET’S be honest, the Garden
Route is a misleadingly named
tourist drive. If you expect clipped
hedges and pretty flowerbeds,
disappointment awaits. On the other
hand, flamingos wade in lagoons, baboons
loiter by the roadside and seals flop on
dramatic shorelines. Instead of prim lawns,
you get misty valleys, serrated mountain
ranges and wild, isolated beaches where
Antarctic waves pound. The Garden Route is
magnificent, just as long as horticulture isn’t
your chief interest.
Officially speaking, the Garden Route
runs along 200 kilometres of South African
coastline between Mossel Bay and Storms
River, but for most travellers, it really means
the drive of some 750 kilometres between
its access points of Cape Town and Port
Elizabeth. Scarcely a metre of it is less than
glorious, so take at least a week, with time to
explore side roads and hiking trails, or simply
to relax in seaside villages.
Spectacular coastal scenery begins at
Mossel Bay, but George just to the east
makes a lovely first night, sitting between the
coast and Outeniqua Mountains. George was
described in 1811 as ‘the prettiest village
in the world’ by novelist Anthony Trollope,
and nothing much has changed. The town
is dotted with historic buildings in the Cape
Dutch and European styles of the eighteenth
and nineteenth centuries. Outside the library
in York Street stands an oak tree under
which slaves were once bartered, and pieces
of slave chains and an old lock are still
embedded in the bark in an eerie reminder of
Africa’s dark past.
From here, the Garden Route leads you
onwards to the upmarket seaside town
of Wilderness where fine beaches meet
shimmering lagoons, and spoonbills and
flamingos strut. Knysna is another beautifullylocated town and you could easily stop here for
a few days of swimming, fishing and walking
through the area’s giant yellow-wood forests.
But for something a little different,
Plettenburg Bay is smaller and more elegant.
The town is backed by hills of yellow-wood
forest where hiking trails are a bird watcher’s
delight. This chic coastal retreat also provides
golf courses, fine accommodation, surfing and
diving – or you can kayak on inland lakes as
kingfishers flash past in neon blue flashes.
Nearby Robberg Peninsula has an
11-kilometre trail where visitors can observe
The Garden Route is
‘magnificent,
just as long
as horticulture isn’t your
chief interest
’
seals, humpback whales and a variety of sea
birds. This windswept peninsula also has
shell deposits left over in middens that are
remnants of the beachcombers who lived
here at the time of first European settlement.
From Plettenberg Bay, travellers can abandon
SOUTH AFRICA
the main highway and take the smaller R102
thoroughfare instead as it meanders through
scenic gorges to Storms River Mouth.
Here, Tsitsikamma National Park preserves
one of the Garden Route’s most beautiful
sections of coastline where forests and river
gorges combine with ocean-scapes.
The park has few roads, making hiking
trails the best way to take in this natural
wonder. Easy boardwalks are plentiful
throughout the park, but for those up for a
challenge, the five-day, 48 kilometre Otter Trail
– South Africa’s most popular long walk – is
simply magnificent.
The Garden Route leaves the coast at
Storms River where backpackers can often be
seen bungy jumping from the road bridge.
It comes to an ignominious end in the
tangled highways of industrial Port Elizabeth,
but visitors should not be put off. Port
Elizabeth – or PE as the locals call it - hides
an unexpectedly stylish city centre and
splendid urban beaches.
The Garden Route is high on the must-see
lists of many visitors, and with good reason.
Travellers will be seduced by its natural
beauty, but the key is to leave enough time
to discover the quaint destinations tucked
beyond the main highways that are the real
hidden secret of the region.
Need to know
Getting There
Qantas offers daily services to
Johannesburg out of Sydney, and South
African Airways – which codeshares with
Virgin Australia – operates daily flights to
Johannesburg out of Perth.
Currency
One Australian dollar equates to around
9.5 South African Rand. A bottle of
water generally costs around R$8 and
a meal at a standard restaurant costs
around R$80.
Getting Around
Unsurprisingly, a number of car rental
providers have the Garden Route
covered including Avis, Banger Car Hire,
Tortoise Car Hire and AutoHireSA.
Rates vary during peak travel times.
Where to Stay
Accommodation is easy to come by
along the Garden Route, but the popular
towns of Knysna and Plettenberg Bay
can be crowded during December
and January. Booking well in advance
is recommended when travelling
during these times. Some of the top
recommendations include Phoenix
Guesthouse, The Turbine Boutique
Hotel, and Lily Pond Country Lodge.
43
SOUTH AFRICA
Hot Product
Tough times for SA, but
strong outlook ahead
SOUTH Africa’s tourism sector has had a rough trot over the past 12 months as the Ebola
crisis has tarnished travellers’ perceptions of the African continent, but operators are
confident that the industry will find its feet in 2016.
Bench International general manager Martin Edwards told travelBulletin that the entire
African continent was still feeling the effects of the Ebola epidemic despite the fact that the
major tourist areas have since been declared free of the deadly virus.
Bench reported “many” group cancellations in the months following the outbreak, with the
crisis compounded by the devaluation of the Australian dollar which has contributed to price
increases for touring product, particularly in East Africa. However, he confirmed that there
has been an upswing in new group enquiries for 2016, with early indications suggesting that
2016 will be “back to normal”.
“The last 12 months for us have been tough and Africa has been tough to sell, but a lot of
bookings that didn’t happen late last year are now taking place so the situation is certainly
improving,” he said, also noting a rise in enquiries for self-drive holidays in recent months.
A&K MD Sujata Raman added that South Africa’s tourism industry was sure to regain its
strength in the year ahead, labelling it a “stable destination” for families and FIT travel.
“South Africa has taken a hit this year, but people will return. It’s like saying ‘people aren’t
travelling to France this year’. We know they will return next year because it is such an iconic
destination,” she said.
Bench International recently launched its Safari School training platform which includes a
series of training modules and videos. Participants receive a certificate after completing each
module and are recognised as a Bench Africa Specialist.
n Visit bit.ly/1LbBjJ4 for details.
Safety and cost no concern
for operators
TOUR operators have quashed notions that
South Africa is an expensive and unsafe
destination, claiming that safety standards
rival Australian metropolitan cities and the
array of product caters for all budgets.
While South Africa has often been
slumped with perceptions as an expensive
destination, Wildlife Safari managing director
Trevor Fernandes told travelBulletin that
the country was becoming more affordable
for international travellers as more product
comes online.
“South Africa is becoming a more
sophisticated destination that is more
affordable than Australia for culinary and
luxury experiences,” he said.
A&K MD Sujata Raman added that a
wave of new mid-priced options is making
the destination more affordable than in the
past. In her view, notions that South Africa
is expensive have stemmed from the array
of luxury product which bears a high price
tag. But she stressed that more options are
available. “There are some very luxurious
lodges for travellers who want to spend top
44
dollar, and that is what gives it the perception
as expensive,” she told travelBulletin.
Fernandes also touched on the topic of
safety, claiming that perceptions South Africa
is unsafe have unfairly swirled in the media.
“The crime stats in South Africa are not
good, but they don’t reflect criminal activity on
visitors and it’s a local problem,” he said.
Raman echoed Fernandes’ view, adding
that safety is less of an issue beyond the
major cities such as Johannesburg and
Durban. “Self-drive holidays and game drives
are the main attractions rather than the
capital cities, but safety is not an issue once
you head into the bush,” she commented.
Interlude Tours is offering discount
travel insurance for guests who book
the 23-day Interlude to Southern
Africa by 1 September. Covering
Johannesburg, the Kruger National
Park, the Garden Route, Cape Town
and Victoria Falls, the tour departs 23
October and includes airfares, luxury
hotels and lodges, some meals and an
experienced guide. Passenger numbers
are capped at 12 guests with prices
leading in from $12,638. Commission
is now available for agency bookings
after the tour operator partnered with
Venture Holidays earlier this year.
Bench International’s 14-day Silver
Self-Drive South Africa itinerary covers
some of the top highlights of the
country’s south, starting with three days
in Cape Town, a full day at the Cape
Winelands, and travel along the Garden
Route. Guests can travel at their own
pace, with all accommodation in 4-5
star properties included. Prices start
from $2995 per person including all
accommodation, car hire, and all meals.
A&K’s Connections South Africa Cape
& Kruger private touring itinerary
covers some of the country’s top icons
over nine days. Starting in Cape Town,
the guided tour visits Table Mountain
and the Cape of Good Hope before
continuing on to Ngala Private Game
Reserve in the Timbavati area for game
viewing and bush walks. It’s then on
to Victoria Falls for a rainforest walk
and afternoon sunset cruise on the
Zambezi River. Prices start from $4340
including some meals, guided touring
and internal airfares.
World Journeys has added a Campfire
Cooking experience to the line-up for
travellers who book a safari in the
Eastern Cape at Kwandwe Private
Game Reserve. The new add-on gives
guests the chance to learn more about
preparing and cooking authentic South
African barbecues (braais) from a local
culinary team. The experience, which
includes three culinary sessions, is
based on a minimum three-night stay at
Melton Manor.
n Contact World Journeys to book at
[email protected].
SOUTH AFRICA
Industry DIVIDED On New Visa rules
CHANGES to visas for minors travelling to
South Africa have now come into effect, but
uncertainty lingers over the effects on the
country’s tourism industry.
The South African Department of Home
Affairs officially launched changes to
legislation on 1 June, with all visitors under
18 years of age now required to provide
an unabridged birth certificate to enter the
country when travelling with both parents.
Additional paperwork is required for minors
travelling with a single parent, and further
documents are required when minors travel
without a parent.
The legislation – which was delayed for
nine months to allow the industry to prepare
for the changes – has been met with mixed
feelings from the sector, with some operators
accepting the changes, and others expressing
concerns that tourism numbers may suffer.
South African Tourism country manager
for Australasia Lalie Ngozi told travelBulletin
that the new legislation had been met by
apprehension from some tour operators
who fear the changes will send tourists to
competing destinations. But she conceded
the changes were a “step in the right
direction” to protect the safety of children.
Wildlife Safari managing director Trevor
Fernandes echoed her call, claiming that the
industry and consumers have no choice but
to accept the changes. “These visa changes
are just being hyped up by the media. If
people are informed and have nothing to
hide, it will just be like carrying another piece
of paper,” he said.
But others are less convinced.
A&K managing director Sujata Raman
told travelBulletin that the changes will
“absolutely” have an effect, noting that visa
changes in any country impact visitation.
“Visas need to be consumer friendly and
South Africa will lose [travellers] who haven’t
planned well in advance,” she said.
South African Airways country manager
Tim Clyde-Smith agrees, telling travelBulletin
at a recent industry event showcasing the
destination that “every single operator in this
room is suffering because of the changes”.
Sabi Sabi Private Game Reserve marketing
director Jacques Smit agrees that the more
complicated legislation will have a negative
impact. Like many ground operators, Smit is
campaigning “heavily” against the changes in
the hope that the government will ease the
paperwork requirements for young families.
“This will absolutely have an effect on
the tourism industry,” he told travelBulletin,
adding that family travel has seen “huge
growth” from international markets.
He also expressed concerns that school
exchange programs between Australia and
South Africa could be under threat due to
the changes. But while the campaigning
continues, he said the industry had a central
role to play in easing confusion for travellers.
“It is up to the African specialist
wholesalers to advise their clients correctly
accordingly to each individual’s circumstance
to assist in making their travel to South Africa
an easy experience,” he concluded.
Why not make ‘One Day’ today...
South Africa Awaits!
BENCH INTERNATIONAL
AFRICAN EXPERTS
EST
The Africa travel experts for 46 years
Let us show you why we set the benchmark for African safaris.
CALL 1300 AFRICA (237 422)
visit benchinternational.com.au
or contact your travel agent
Tailor-Made Safaris | Honeymoons | Luxury Train Journeys | Small Group Tours | Family Safaris | Adventure Safaris | Specialist Safaris | Escorted Tours
SOUTH AFRICA
South
African
Gems
South Africa is a country of diversity, but
there’s more to this southern land than
its celebrated wildlife. The country’s most
frequented cities offer a stark contrast
to the wild plains, each boasting its own
flavour, as Louise Wallace writes.
CAPE TOWN
CAPE Town is a melting pot of cultures and cuisines – largely because of the country’s
troubled past which ended in democracy in 1994 after a highly politicised struggle.
Culture is celebrated in Cape Town with a number of annual festivals, but Table Mountain
National Park is a must for any visitor, with the flat-topped giant standing at attention by
the city’s outskirts. There are also countless cafes, gardens and historical buildings, the
acclaimed Constantia Wine Route, and quaint villages down the Southern Peninsula.
Durban
Durban has shaken its reputation as a tired city and emerged as a cosmopolitan hub
thanks to a major makeover leading up to the 2010 World Cup. The culture is unlike any
other destination in South Africa, with a beach-meets-business vibe like Sydney meets
the Gold Coast. Home to the biggest port in Africa, Durban’s business sector continues
to swell, but the beach and sultry weather creates a cosmopolitan feel unlike Durban’s
bigger sisters Cape Town and Jo-burg. Durban also has the largest Indian population
outside of India, culminating in a unique Asian/African buzz. The curry is also mouth
wateringly good – the Bunny chow is a must.
Durban Beach,
Steve Roetz
Johannesburg
AS THE largest city on the map in South Africa, Johannesburg has everything travellers would
expect from a buzzing city. There are cultural districts, museums and cafes, and a bustling
business centre, along with a host of wealthy suburbs which give Australia’s top areas a run
for their money. The ultra rich pockets are countered with poor neighbouring townships, and
poverty is still clearly apparent. But Johannesburg’s cultural gems are where it shines. The
Apartheid Museum tops the list, but Constitution Hill is another must along with Circa on
Jellicoe which is an architectural landmark which doubles as a contemporary art gallery.
Nelspruit
Johannesburg, City of
Gold, Dylan Harbour
NELSPRUIT is a far cry from the buzzing metropolises of Jo-burg and Durban, but its laid
back charm is its claim to fame. Nestled in the south east corner of the country, close to
Mozambique and Swaziland, the Kruger National Park is what lures travellers from afar.
That, and its natural scenery with the likes of the Blyde River Canyon which just makes the
podium as the third deepest canyon in the world. Adventure seekers will get the most out
of Nelspruit and its surrounds, with the adventure-sports capital Hazyview within easy reach
with quad bike riding, zip lining, abseiling and tubing on offer with operators including Induna
Adventures and Africa Safari Adventures.
46
SOUTH AFRICA
Q&A
South Africa oozes appeal for globetrotters, with wildlife, buzzing
metropolises and eye popping scenery. TravelManagers consultant
and South Africa enthusiast Lesley Cavill ran through her top
selling tips.
What are the main drawcards for
Australians travelling to South Africa?
There are so many different experiences
and something for everyone. There are
direct flights from Perth and Sydney, and
English is widely spoken which makes it
easy to communicate.
Which destinations are a must?
Cape Town combines perfect beaches
and mountains, making this one of the
most scenic cities on earth. The Garden
Route is also a beautiful area to explore,
and Johannesburg for its culture and
exciting urban vibe. However, the jewel
in South Africa’s crown is the wildlife
and it is essential to go on a safari to
be able to experience the Big 5 in their
natural environment. The excitement and
exhilaration is unbeatable.
Which parks are the best for game
viewing and all-inclusive experiences?
Kruger National Park offers one of the
best wildlife experiences and is one of
the most popular. You can drive or fly from
Johannesburg and there are many camps,
lodges and accommodation to suit all
budget types. Just on the edge of the Kruger
National Park is the Sabi Sands Game
Reserve which contains some of the best
and most exclusive private game lodges.
Is South Africa still riding on the back of
the safari wave, or are other experiences
coming to the foreground?
Wildlife safaris are so unique and still
feature highly on many bucket lists.
People are realising the impact that illegal
poaching is having on these beautiful
creatures and are keen to get there sooner
to experience them. Travellers are keen to
combine the safari experience along with
some other
forms of
adventure
or relaxation
so multidestination
holidays are very common.
What are your top tips for selling the
destination to clients?
The South African Specialist Training is
fantastic to show you what each area can
offer your clients. I would also suggest
giving your clients the option to combine
destinations so that they can experience
the diversity of the different regions – such
as combining a safari with a city or beach
stay. Also, sell the benefits such as it
being an English speaking country and the
great currency conversion.
#GOWITHDADDO
WIN A TRIP FOR 2 TO MEET SOUTH AFRICA
HOSTED BY ANDREW DADDO. COMPLETE THE SOUTH
AFRICA SPECIALIST COURSE TO BE IN THE RUNNING.
VISIT SaSpecIalIST.SouThafrIca.NeT
SAMOA
Talofa
Samoa
By Nina Karnikowski
I
t’s FOUR in the morning and the Samoan
sky is covered with an overturned salt
shaker of stars. A warm, frangipaniscented breeze wafts through the open
taxi window. My husband and I are
finding it nearly impossible to keep our eyes
open as we’re driven the 90 minutes from
Faleolo Airport in Upolu, one of Samoa’s two
main islands, to our resort. And yet our driver
is bright, almost impossibly cheery, and full of
highly useful information that we’ll no doubt
forget in our sleep-addled state.
He points to one of the open-walled
structures we’ve been passing. “See those?
They’re houses, or fales as we call them.
In Samoa, we don’t need walls. There’s
hardly any theft here, and if someone does
take something they will be shunned by the
whole village.”
Both this information and the affable
manner of our driver are, we soon discover,
perfect examples of Fa’a Samoa, or the
Samoan Way. This 3000 year-old living culture
puts family before all else and celebrates
traditional values and cultural practices
and customs. It can be felt acutely in the
warm hospitality of the Samoan people,
which follows us every step of the way as we
explore the waterfalls, trenches, blowholes,
secluded beaches and cultural sites of this
natural nirvana.
48
Natural Wonders
Our time on this Polynesian paradise
revolves around aquatic adventures, which
begin with a swim, snorkel and glassbottomed kayak around the private lagoon in
front of our resort, Seabreeze.
The following afternoon we take the
20-minute hike to Vavau Beach, a palmfringed, Grecian-clear lagoon surrounded
by rainforest, which we have completely to
ourselves. The famous To Sua trench, a
gigantic lush green tidal hole that formed
when the roof of a lava tube collapsed,
is just 10 minutes walk away in Lotofaga
Samoa time has us
firmly in its clutches and
we roll sedately between
magical experiences
‘
’
village. We descend the near-vertical
30-metre ladder into waters so warm, clear
and sparkly that we don’t manage to pull
ourselves out until our fingers are puckered
like prunes.
By day three, ‘Samoa time’ has us firmly
in its clutches and we roll sedately between
magical experiences. There’s a visit to the
Piula cave pool, a freshwater swimming hole
that reaches into a series of caves, and to
the Pupu Pu’e National Park’s coastal walk
that emerges at a lava field pockmarked
by blowholes. There’s a night spent in
a treehouse resort named Lupe Sina in
Upolu’s hinterland, where we sleep in a
300-year-old banyan tree. There are visits
to the 100-metre Papapapaitai Falls, and to
Lalomanu Beach on the south coast, which
is surrounded by craggy green volcanic
peaks and candy-coloured beach huts. All
unimaginably beautiful experiences that we
hardly have to share with a soul.
To Church We Go
What we do have to share with many souls
is the local church, which we venture to
early the next day. Sundays are dedicated
to worship and spending time with family
in Samoa, so we wrap ourselves in white
lavalava sarongs and shuffle into church
alongside dozens of white-clad locals.
Listening to the locals sing a string of
gospel hymns in their deep, resonant voices
is a transcendent experience, and one
that helps us understand what a huge part
Christianity has played in Samoan culture
ever since the western missionaries arrived
SAMOA
in 1830. Today, the motto on Samoa’s crest
reads Fa’avae I Le Atua Samoa, ‘Samoa is
founded on God’, and there are churches like
the one we’re in in every village we pass.
When the service is over we stroll slowly
back to our resort, moving through clouds of
smoke-infused air emanating from the umus
(earth ovens) that are traditionally enjoyed
on Sunday afternoons.
Culture Hit
At Samoa Tourism Authority’s Cultural
Village, set in the heart of Upolu’s capital
Apia, we learn about a slightly less righteous
Samoan tradition. Here, in amongst
demonstrations of woodcarving, palm
weaving and umu making, we witness a live,
wince-inducing tattooing session.
Tattoo, our guide tells us, is a traditional
and sacred Samoan art form that’s seen
as a rite of passage for men entering into
adulthood. Men often cover their entire
bodies in intricate ink patterns, created by
master tattooists with traditional handmade
bone, tusk, shark tooth or wood tools, as a
mark of personal and spiritual maturity, and
a lifetime commitment to Fa’a Samoa.
“It’s the ultimate mental and physical
challenge, to prove your character and your
bravery,” says our guide, adding that the
process can take up to two weeks
and that an unfinished tatau (as
tattoos are called locally) is a sign
of weakness that will bring shame
to the participant’s family.
“When you come out of it alive, which not
everyone does, it makes you appreciate
everything. And no matter how hard a job
you’re given, you do it with a smile.”
We’re certainly smiling that afternoon as
we explore Apia’s busy handicrafts market,
and the enchanting mansion of Treasure
Island author Robert Louis Stevenson in
Vailima, where he spent his last five years
Listening to the locals
sing gospel hymns in their
deep, resonant voices
is a transcendent
experience
‘
’
in the 1890s. Our guide offers to walk us to
the top of Mount Vaea behind the mansion
to see the author’s tomb, but after all our
adventuring we’re looking forward to simply
lazing on the beach. He accepts our decline
with grace and a hearty chuckle. Which is,
of course, the Fa’a Samoa.
Need to know
Getting There
Cheap airfares to Samoa are easy to
come by, with Virgin Australia, Air New
Zealand and Fiji Airways all offering
regular services out of Australia.
Getting Around
Driving is one of the easiest ways to get
around the islands, with a number of
rental options on hand. Avis, Blue Pacific
Care Hire, Discovery Rentals, and Go
Rentals are just some of the options for
travellers.
When To Go
The humidity is high across the year in
Samoa, with slightly cooler temperatures
from April through to October. The coolest
temperatures are in June and July ranging
from around 24C to 34C. December and
January are the busiest months but also
the wettest when average temperatures
range from 27C to 36C.
49
SAMOA
please sir can
i have sam-oa
By Sarah Piper
The island of Savai’i is made
from the largest shield volcano
in the South Pacific. Currently
dormant, the lava fields at
Saleaula are a testament to
the awesome force that Mother
Nature is, and the destruction
that she can cause.
SAVAI’I
Visit Papaseea Sliding
Rocks - literally nature’s
waterslide. The sliding
rocks are divided into
two; one for kids and
the other for adults.
mANONO
Get up close and personal
with the blowholes at
Alofaaga. Take a walk into
the reserve along the coast
and be amazed by the sights
and sounds of this natural
phenomenon. Be warned
though, you may get a bit wet!
50
Archaeology and Samoa may seem
like odd bedfellows, but Samoa has
a surprisingly rich history. Visitors
can circumnavigate the tiny island of
Manono in two hours at a leisurely stroll
and pass the archaeological site of the
Grave of 99 stones. Alternatively, head
along one of the interior tracks and visit
the 12-pointed ancient star mound on
the lofty 110m Mount Tulimanuiva.
No visit to Samoa would be complete
without seeing To Sua Ocean Trench.
This is the stuff that your Instagram
dreams are made of. Amazingly
picturesque, this saltwater pool is
linked to the ocean via tunnels and
surrounded by colourful gardens.
Access to the 30m deep trench is via
a ladder on-site.
Upolo
Pack your snorkelling gear and
swim to the coral edge of the
reef near Lalomanu Beach.
Travellers who make the trip
in the early morning or early
evening may be rewarded with
the chance to swim alongside
turtles in their natural habitat.
LET YOUR
FAMILY LOOSE
IN SAMOA.
Samoa is made for real family adventures. An unspoilt tropical
paradise where you can get up close with mother nature. Swim with
turtles, snorkel on coral reefs amongst myriads of multihued tropical
fish, dive into crystal clear waterholes. What’s more Samoans treasure
family and love children so they are always made to feel welcome.
A family holiday in Samoa makes others look tame.
HOLIDAY THE SAMOAN WAY.
www.samoa.travel
NORTHERN SKI
HEAD
NORTH
FOR THE
WINTER
By Rachael Oakes-Ash
A
USTRALIAN skiers and boarders are the number one
international inbound market to North American ski
fields including Whistler, Park City, Aspen and Telluride.
As a result, USA and Canadian resorts court the Aussie
ski dollar with competitive deals that favour consumers.
Put simply, there has never been a better time for Australians
to head north of the equator for some snow and ski action in
North America. Add new chairlifts, new terrain and new ski passes
targeted towards Australians to the mix, and the upcoming ski
season just got a whole lot better.
US-based Vail Resorts’ acquisition of Perisher in Australia was
huge news earlier this year, with the $176 million deal including the
sale of resort areas Perisher Valley, Smiggin Holes, Blue Cow and
Guthega. And no doubt, Vail will be actively encouraging Perisher
skiers and boarders to venture further afield to the ski giant’s other
resorts in North America.
The already heralded Epic Pass for US$769 got a whole lot
better for antipodeans when Perisher was added to the mix, with
ski enthusiasts now able to purchase the 2015/2016 pass and
receive unlimited skiing at Vail Mountain, Beaver Creek, Keystone,
Breckenridge, Arapahoe Basin, Heavenly, Northstar, Kirkwood, Park
City and Canyons. They can also make the most of the southern ski
season, receiving unlimited skiing in Perisher in 2016.
But as Vail’s portfolio continues to expand, other resorts are doing
their bit to reel in travellers. Aspen, which counts Australia among
its top overseas markets, responded with the launch of the Aspen
Ski 30 pass which provides 30 consecutive days of skiing in Aspen
Snowmass between 1 January and 17 April, 2016. Priced at US$630,
the pass essentially pays for itself within just seven days, and comes
with a kids ski free offer.
52
The Max Pass in North America is another ski pass that’s making
waves in the Australia market, giving skiers and boarders access
to 22 mountains with five days at each. Totalling 110 days of skiing
and boarding with no black out dates, the pass extends to Big Sky in
Montana, Steamboat in Colorado, Blue Mountain in Canada, and is
priced from US$699 for the 2015/16 season.
Not to be outdone by Perisher, Thredbo also announced a
partnership with The Mountain Collective to roll out a ski pass
that offers two days of free skiing at Sun Valley, Alta Snowbird,
Lake Louise Sunshine Village, Mammoth Mountain, Jackson Hole,
Whistler Blackcomb, Squaw Valley Alpine Meadows - and now
Thredbo. Priced from US$389, the pass also includes 50% off all
day passes at Mountain Collective resorts which are purchased after
the two-day ski free offer.
If that doesn’t capture the eye of the Australia market, Jackson
Hole Mountain Resort in Wyoming is celebrating its 50th birthday this
season with free beer on Australia Day. The resort is also opening
a new Teton high speed quad chairlift which will be open for the
upcoming northern season, offering advanced skiers easier access to
the backcountry terrain at Granite Bowl.
While we’re on the topic of chairlifts, the much anticipated Park
City Gondola which will link Park City Mountain Resort to Canyons
in the US will open this coming season. The eight-seater gondola
will connect the two ski areas, creating the largest resort in the US
with 7300 acres of skiable terrain across 14 bowls and 300 ski
trails. The plan also includes a new restaurant, new chairlifts, and
snowmaking enhancements to improve Utah’s skiing proposition on
the global stage.
Aspen Snowmass has also announced some improvements for
the upcoming season including a new US$8 million High Alpine chair
lift project which almost halves the ride time to under six minutes.
The party-loving Cloud Nine restaurant at Aspen Highlands will also
NORTHERN SKI
Photo: Larry Pierce/Steamboat
receive an interior upgrade over the summer, just in time to open the
doors for the winter season. The plan is to retain the retro feel and
combine it with some contemporary design elements.
In other developments, Squaw Valley and Alpine Meadows in
California are forging ahead with plans to install a gondola between
the two resorts. The idea is to create a link to carry 1400 skiers per
hour over two miles in around 13.5 minutes. While the ambitious
project was originally flagged for completion for the 2015/16 season,
it’s now more likely to be up and running the following season.
Further north in Canada, Sunshine Village in Banff is currently in
the process of installing a new lift for the 2015/16 season. The high
speed quad Doppelmayr chair will replace the Tee Pee Town double
chairlift and will feature heated seats, footrests and even “bubble
covers” for wind and weather protection . Marking the first chairlift of
its kind in Canada, it will transport an impressive 1200 people an hour.
There’s more good news for Australians heading to Canada, with
Qantas announcing more Sydney to Vancouver flights in the 2015/16
northern season following a successful trial period last northern
winter. From peak time in December 12 to January 25, the airline will
fly three times a week on a three class Boeing 747.
The outlook is good for the upcoming northern ski season, but
Australians can expect more news out of North America as the
season approaches.
Rachael Oakes-Ash is a regular blogger and can be followed on social
media @misssnowitall.
53
NORTHERN SKI
Aussies Locking in
ski holidays
Sooner
DEMAND for northern hemisphere ski holidays
is on the rise, with bookings filtering through
up to five months earlier than previous years,
according to Skimax MD Rodney Muller.
Muller told travelBulletin that bookings were
now being secured as early as February for the
northern winter, with limited capacity in Japan
likely to be driving the trend.
“The early demand for Japan is
unprecedented, and people are now starting
to book much earlier to avoid missing out,” he
commented. Muller said interest for the USA and
Canada was still “strong”, but the rate of growth
for Japan was outstripping its North American
rivals. However, he stressed that the weakened
Australian dollar against the greenback was not
deterring travellers from travelling to the USA.
“The cost of travel to the USA has gone up
proportionately more than Japan and Canada,
but it doesn’t seem to be diverting interest
away from the USA,” he said. “Logic would
say that people would change their plans, but
that’s not happening.”
Muller said demand for ski holidays was
on the rise with Australian travellers, which
he attributed to the global publicity of the
Vail and Perisher tie up in March. Increased
air capacity was also a culprit, he said,
with Qantas now flying direct to Vancouver
and United launching a direct service from
Melbourne to Los Angeles. Skimax is offering
a range of earlybird specials including a 10%
saving on accommodation at Alpen Hotel in
Niseko from $2129 per person twin share.
Photo: Scott Rowed
Club Med luxury
push tracking well
CLUB Med’s new Val Thorens resort in France
has been well received by global travellers,
with the resort proving the most popular in
the hotelier’s global portfolio this year.
Launched in December last year, Club
Med Val Thorens Sensations resort marked
a turning point for Club Med, featuring the
latest innovations in technology, including wi-fi
on piste and digital check in.
Club Med general manager of Australia
Madeline Clow said the resort was an
indication of the “future of Club Med”
which is tailoring its product to suit more
sophisticated clients.“We are investing in
old properties but trying to give ourselves a
range of luxury product,” she said.
Club Med’s ski resorts have had a “strong”
year out of the Australia market, with Clow
claiming that demand has doubled year
on year. To see the latest Club Med Snow
Resorts brochure, visit bit.ly/1SZXjtI.
Singapore
STOPOVER
Air France has partnered with Changi Airport
in Singapore to offer a stop-over package
priced from SIN$60 per person.
Available to passengers who fly with Air
France via Singapore, the package includes a
one night stay in the three-star Cultural Hotel
Singapore, airport transfers, and a half-day
city tour. Bookings must be secured by 15
December for travel by 31 March 2016.
n Contact [email protected] for
details.
54
Winter Savings
ITALY
SKIMAX is offering an earlybird deal at
Cortina Ski Resort in the Dolomites, with
seven nights of accommodation, daily
breakfast and return airport transfers from
$1141 per person twin share. The deal is
valid for travel from 9-21 January 2016.
KOREA
SKIMAX is offering earlybird savings for
stays at Dragon Valley Hotel in Korea,
priced from $969 per person twin share.
Travellers can ski Yongpyong which will be
one of the three main sites for the 2018
Winter Olympics, with 31 slopes, 15 lift
facilities and one cable car lift. The offer
includes seven nights in a deluxe room and
a six-day ski pass. It is valid for travel from
5-29 February 2016.
CANADA
SNO’N’SKI is offering a Ski-7 Pay-5 deal
at Big White Ski Resort in Canada. The
third largest resort in British Columbia, the
resort has 16 lifts and receives around
750cm of annual snowfall. Night skiing
is another drawcard along with its variety
of beginner to expert trails. The deal only
applies with accommodation bookings, with
10-night bookings receiving an additional
four nights of accommodation and skiing
for free. Lock out dates apply.
n Visit www.snonski.com.au for details.
USA
MOGUL Ski World has launched a ski-free
deal at Telluride Ski Resort in Colorado,
with a Buy-10 Pay-8 lift pass valid all
season. A Stay-7 Pay-5 deal also applies to
accommodation at Lumiere Hotel booked
by 6 November, with prices for a seven-night
stay starting from $2338 per person twin
share. Rates are based on travel in January
2016. n Visit www.mogulski.com.au
JAPAN
SKI Japan has launched an earlybird
deal offering savings of up to 20% off
accommodation. A range of cottages,
townhouses and apartments are on offer for
bookings secured by 30 October. The deal is
available for travel from 28 November to 11
December, and 12 March to 24 April.
n Contact [email protected]
Japan Ski is also offering savings for stays
at Hilton Niseko Village. Located at the base
of the gondola, prices lead in from $1103
including return airport transfers, a six-day lift
pass and seven nights of accommodation.
Bookings must be secured by 31 August.
2015. n www.japanski.com.au.
NORTHERN SKI
Top 3 to ski
BIG WHITE, CANADA
Davos is the largest ski resort in Europe,
and widely regarded as one of the best.
Encompassing five separate ski areas
with over 100 runs spread out over an
impressive 320kms, there’s no shortage
of terrain.
Catering predominantly to intermediate
to expert skiers and boarders, there are
no green runs to speak of, and some
experience is required to navigate the
terrain. But the upshot is that the size of
the resort means there are fewer crowds,
so Davos could be worth a look in if your
clients are up for a challenge.
The town of Davos itself also has plenty
to offer off the slopes including the largest
outdoor ice rink in Europe and ample bars
and restaurants catering for all budgets.
BEAVER
CREEK, USA
56
Already known to many Aussie skiers
and boarders, Big White is popular for
good reason -- there’s over 100kms of
trails with dry powder, long tree-lined runs,
and plenty of sun.
Travellers come for Big White’s terrain,
with options for everyone. Intermediate
skiers can let loose with over 50% of the
mountain dedicated to blue runs. There is
also the award winning Telus Terrain Park for
those looking to hone their freestyle skills.
As the largest ski-in ski-out resort in
Canada, accommodation options are
plentiful ranging from three-star to five
star. Activities in the buzzing ski village
also cater for the masses with snow
tubing and ice skating, as well as a host of
restaurants, pubs and bars.
Davos,
SWITZERLAND
IMG_5144, Le Chuck, bit.ly/1QomH8j
Situated about an hour’s drive from
sister resort Vail in the Colarado Rockies,
Beaver Creek has something for everyone.
Home to the 2015 Alpine World
Ski Championship, there are runs to
challenge the most proficient skiers and
snowboarders, but Beaver Creek is also a
haven for kids.
Every afternoon at around 4pm is
‘cookie time’ in the village -- which is as
good as it sounds. There are also special
family zones on the mountain and kids
adventure zones among the trees for tiny
shredders.
Beaver Creek is ideally suited to
travellers who don’t mind spending a
little more for quality powder, resorts and
activities, but the luxurious ski-in ski-out
options make up for the price tag.
WIN A SKI TRIP IN FRANCE
This month travelBulletin, together with Club Med and Air
France are giving readers the chance to win an amazing ski
trip to France. This fantastic prize for two includes:
•
•
•
•
Seven nights accommodation in a club room in either
Club Med Val d’Isere, Valmorel or Peisey Vallandry
Return economy fights with Air France
Ski passes and ski/snowboard lessons
Gourmet meals and open bar including beer, wine and
cocktails
To win this inclusive prize, all you need to do is: tell us
in 25 words or less why you would fly Air France to go
skiing at a Club Med resort in France.
Send your entries to [email protected]
Terms and conditions apply, see the travelBulletin website for details.
Intoxicating
India &
Sri Lanka
India
By Amanda Woods
F
ROM the glacial peaks of the
Himalayas in the north to the
tropical beaches of the Indian
Ocean in the south, India is not
only a physically vast and beautiful
country, it is also home to one of the oldest
cultures in the world.
While the Taj Mahal is the most instantly
recognisable attraction in India, the country is
home to a seemingly endless list of palaces,
fortresses, bazaars and temples, each with
its own story to share.
Of the 32 UNESCO World Heritage sites
in India, 25 are cultural while the remaining
seven are natural. Among them are the
dazzling sandstone walls of Delhi’s Red
Fort, built in 1638 to keep invaders at bay,
and Humayun’s Tomb which dates back to
1570 and is considered the architectural
inspiration for the Taj Mahal.
Travellers can also visit extraordinary
places that have so far avoided UNESCO’s
attention, including the Chand Baori which
has been described as one of the most
overlooked landmarks in India.
This spectacular stepwell was built over
a thousand years ago in Rajasthan and is
58
one of the deepest and largest wells of its
kind in the world. With 3500 narrow steps
descending 13 storeys deep, the double
staircases create a geometric pattern that
looks like a magical maze leading to a pool
of water below.
As an increasing number of people find
themselves drawn to India, the country now
finds itself with one of the fastest growing
tourism industries in the world.
Next year will mark the first time that
luxury river cruise operator Uniworld graces
India’s waterways with the launch of the
all-suite Ganges Voyager II. The vessel will
debut with the 12-night Golden Triangle &
Sacred Ganges itinerary including seven
nights in an onboard riverview suite and five
nights in Oberoi Hotels & Resorts, allowing
passengers to experience India’s colourful
culture from the river and on land.
Uniworld general manager John Molinaro
says the journey will showcase the region’s
famous monuments such as the Taj Mahal,
the palaces of Rajasthan’s Pink City of
Jaipur, and Mother Teresa’s home, as well as
sharing some hidden gems.
“A few must-dos include a visit to a local
master craftsman’s home in Matiari, exploring
the massive Hazarduari Palace and its
thousand doors in Murshidabad, and the vivid
light displays in Chandannagar that shine
from every street. Guests will be amazed
by the wonders of India both old and new,”
Molinaro says.
With so much ground to cover and so
many cultural gems to see, Cruiseco chief
executive Steve Lloyd says intrepid travellers
can explore India for months on end without
running out of new highlights to discover.
When settling on what inclusions to feature
in Cruiseco’s 27-night ‘Authentic Asia: India’
tour, Lloyd says much consideration was
given to including iconic monuments, cities,
and sites of religious significance that can be
reached by river and road so that guests can
experience the countryside rather than losing
time in airports.
So which cultural gems made the list?
“All of Rajasthan for its mighty castles
and palaces, particularly Jaipur, Jodhpur,
Jaisalmer and, of course, Udaipur with the
Lake Palace,” Lloyd explains. Varanasi, the
holy city of the Ganges, also made the cut,
along with Sarnath where Buddha preached
his first sermon, and Fatehpur.
When asked about a cultural experience
he’ll never forget, Lloyd casts his mind back.
“I think it would have to be my first visit
India & Sri Lanka
TOP TOURS
UNIWORLD’s India’s Golden Triangle & the
Sacred Ganges tour includes seven nights
onboard the all suite Ganges Voyager II river
cruise vessel, and five nights at a number
of luxurious Oberoi Hotels and Resorts.
Guests can save up to $1,200 per couple
when booked and paid in full before 31
July 2015. Priced from $9610 per person,
the tour includes all shore excursions,
entertainment, gratuities, meals and some
beverages on board.
g Visit www.uniworldcruises.com.au
or call (02) 9028 5199
to Varanasi 35 years ago and seeing the
funeral pyres along the river bank. In Western
culture, we treat death and funerals in such
a clean and clinical way that the experience
was confronting but no less dignified and
important,” he reminisces.
As well as visiting important sites,
travellers can experience India by joining
in the celebrations at festivals and fairs
scheduled throughout the year.
Diwali, the five-day festival which marks the
start of the Hindu New Year is the biggest and
brightest, and includes the Festival of Lights
which signifies the victory of good over evil.
Jaipur also holds a competition for the
most brilliantly lit market every year, helping
to create a particularly beautiful celebration.
Diwali timings change from year to year, and
in 2016 it will be celebrated on 30 October.
What started as a business day for camel
traders, the Pushkar Camel Fair is now a
major tourist attraction as people gather to
see more than 11,000 camels converge on
a lakeside settlement in Rajasthan. Every
November around the full moon, the camels
are dressed up, compete in beauty pageants,
HOT PRODUCT
Ram World Travel has launched a Yoga and Meditation Tour that
combines health and wellbeing with sightseeing in Delhi, Daridwar,
and Rishikesh. Priced from $695 per person twin share, the sixnight itinerary starts in Delhi for three days of sightseeing before
continuing to Rishikesh for a series of yoga and meditation classes.
Bunnik Tours’ 19-day Colours of Rajasthan itinerary covers the
popular sites in India including Mumbai, Jaipur and Amber Fort,
and includes a cooking class with a local family and a sunrise
experience at the Taj Mahal. Priced from $5460, flights are
included.
Tea plantations and jungles are among the highlights of Insider
CRUISECO’s 27-night cruise and land
adventure, ‘Authentic Asia: India’ includes
10-nights aboard the luxurious RV
Ganges Voyager in addition to 17-nights
of land touring. The itinerary includes
accommodation in some of the world’s
most prestigious hotels including the Taj
Gateway in Varanasi, Imperial in Delhi,
and the Taj Mahal Palace and Towers in
Mumbai. Prices start from AU$17,199 per
person, twin share.
g Visit www.cruising.com.au
or call (02) 9492 8520
race, and are traded as the sound of the
silver bells and bangles around their hoofs
jingle around the sand dunes.
With so many cultural events, gods and
goddesses, seasonal festivities and historic
moments to honour and remember, there is a
festival to attend in India at almost any point
of the year.
Thanks to the number of grand buildings
that have already been either fully or partially
converted into luxury hotels, visitors can also
stay in historic castles and stately buildings;
the perfect way to end a culture-packed day.
Journeys’ Spice of the South itinerary, along with a visit to
Nagarhole National Park to see the largest remaining herds of
Indian elephants. Priced from $4760 per person, the tour covers
Bangalore, Mysore, Cochin and Munnar over 14-days.
A&K is hosting a literary tour to India in January 2016, scheduled
to coincide with the Jaipur Literature Festival. Hosted by iconic
author Claire Scobie, guests meet local writers while travelling from
Delhi to Mumbai to take in sites such as the Taj Mahal, Amber
Fort and Udaipur’s City Palace. Highlights include an elephant ride
in the Aravalli Hills, a cruise on Lake Pichola, and two days at the
Literature Festival. Priced from $11,410, departures are scheduled
from 10-22 January, 2016.
59
India &
Sri Lanka
INDULGE
Senses
the
IN
1
TASTE IT
INDIAN cuisine has made its way across the globe for its mouth-watering blend of herbs
and spices, but good luck trying to recreate those dishes at home. Intrepid’s Real
Food Adventure can shed some light on the situation with 15-days of travel dedicated
to the flavours of India. Highlights include a visit to the Spice Farm in Goa, cooking
demonstrations in Jaipur, high tea at the Taj Mahal Palace, and a Thali cooking class.
Prices start from $2135 per person including internal transport, some meals and activities.
n www.intrepid.com.au
2
3
60
SEE IT
FOR travellers who want to steer clear from the crowds, Ladakh will deliver. As one of
the highest inhabited plateaus in the world with barren landscapes and numbingly cold
temperatures, it doesn’t sound that appealing on paper. But with a melting pot of cultures
and religious influences from Tibet, India and Central Asia, Ladakh has its own unique charm,
along with stunning views at 3500m above sea level. Leh Ladakh Tours offers a six-night
package which covers Thiksey and Hemis monasteries, Uletokpo, Khaltsi, and Korzok village.
n www.lehladakhtours.com
HEAR IT
INDIA’S music scene is a unique blend of classic, folk and pop, teamed with Hindustani
music and chants. But it works – there’s a reason the Beatles were influenced by Indian
musician Ravi Shankar back in the 70s. Niche tour operator Sound Travels offers a range
of music-inspired tours in Rajasthani, Assam and West Bengal featuring workshops,
performances and seminars with local experts. Tours can be tailored to interest.
n www.soundtravelsltd.com
4
5
INDIA
India is a land of intrigue for
many agents, and an unknown
for others. A vast country with
diverse terrain, there’s more
to India than cricket and curry.
There are also experiences that
appeal to all of the senses, as
Louise Wallace writes.
BELIEVE IT
RELIGION is synonymous with India, with around one billion practicing Hindus and 25
million Christians. India Travel Services knows the country’s religious story better than
many in the business and offers a Christian Pilgrim group tour over 13-nights. Highlights
include mass in an old colonial church, visits to an array of Christian churches, mass at
Holy Hour, volunteering, and a visit to the Tomb of St Alphonsa. Prices lead in from $2500
per person including all meals, entrance fees and accommodation.
n www.indiatravels.com.au
EXPERIENCE IT
AUSTRALIA is home to some of the most delicious scenery and windswept beaches, but
India also has its fair share. Goa has a unique hippy vibe that’s akin to NSW’s Byron Bay,
while the nearby beaches of Anjuna and Vagator are heavily populated, so spare a thought
before locking in a client booking. South Goa is rising through the ranks for its laid back vibe,
while the north is earning high acclaim for its modern cuisine with international influences.
Galgibag, Cola and Keri offer undeveloped beaches, Morjim has a modern beach culture with
boutique properties, while Central Goa has five-star resorts for more discerning travellers.
India & Sri Lanka
SRI LANKAN
SPIKE
TOUR operators are reporting an upswing
in enquiries for travel to Sri Lanka, with
particular interest for high end product and
family holidays.
Sri Lanka’s tourism industry has had
a mixed past, with the civil war casting a
blanket over the country’s economic prosperity
since the 1980s. But tourism has strongly
rebounded since the government declared the
end to the 25-year conflict in 2009.
A&K managing director Sujata Raman says
Sri Lanka has “re-emerged” on the radar of
Australian travellers in recent years as more
people realise that the civil unrest has been
resolved. Speaking to travelBulletin in more
detail, she said A&K’s Sri Lankan bookings
had increased from zero to several hundred in
the last two years, with the rate of growth now
outstripping other popular destinations.
“The civil war really put travellers off, but
now that it has been resolved, Sri Lanka is
certainly back open for business again,” she
said. While Sri Lanka was once regarded as a
“tourist mecca”, Raman said the destination
still had some way to go to reclaim its position
on the tourist map.
Work is currently underway to upgrade
properties and services, but with new services
and attractions now emerging, Raman said
that tourism numbers would likely follow.
“There is a lot of development going on and
upgrades are now happening in an ongoing
fashion. Services tend to struggle when things
are tough, but accommodation is now quite
acceptable and there are some lovely options
available,” she said.
A&K has reported particular interest in
family holidays and luxury holidays to Sri
Lanka – a trend that has also been noted by
niche operator India Unbound.
India Unbound director Lincoln Harris told
travelBulletin that demand for luxury product
has steadily increased among Australian
travellers, particularly clients who have already
visited the main sites in India.
“Sri Lanka is a natural progression for
travellers who have already visited India,
and Sri Lanka does luxury product very well
compared to India,” he said. “Demand is
growing so quickly now that visitors are
viewing Sri Lanka as safe.”
Bunnik Tours MD Dennis Bunnik echoed the
same sentiment, claiming that Sri Lanka has
“really taken off” after peace was declared.
While the operator was operating just one
group a year in the early 2000s, Bunnik Tours
is now facilitating around 20 groups per year
to cater for pent up demand.
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INSIGHT Vacations managing director Joost
Timmer has stressed the importance of
the trade in driving new bookings for its
India product, but conceded that some
agents are yet to realise the full potential of
the destination.
After launching into India three years ago,
Insight has reported “strong uptake” for its
six India itineraries, with many Australian
travellers opting to add on tours to Sri Lanka,
Bhutan and Nepal.
While average group sizes remain “quite
small” at 25 passengers, Timmer claimed
that visitor numbers to India had almost
doubled from 2014 to 2015 following the
launch of a new coach fleet.
“We are starting to get some solid
traction, and the appointment of Bollywood
actress Lisa Ray as our India ambassador
has resonated really well with Australian
audiences,” he told travelBulletin.
However, Timmer also noted that some
Australians view India as a destination
associated with poverty and “Delhi belly”,
and there is still “some way to go” until
perceptions shift among consumers and
the trade.
“We are working really hard to promote
India as a high end destination and to break
through some of the perceptions of India,”
he said. “For us, India is a bought product,
not a sold product. It really takes consumers
to ask for India at the moment and that’s
something we need to change.”
However, he also stressed that agents
were key to Insight’s success in India:
“Everything we do centres around trade
activity and the bulk of our business comes
through our trade partners. We will continue
our road shows and series of webinars
because it’s crucial for us that agents have a
good understanding of the destination.”
Insight’s Colours of Rajasthan itinerary
is a Gold Tour that takes in Delhi, the Taj
Mahal, Jaipur and Udaipur over 11-days.
Priced from $4525, highlights include a
rickshaw ride in Delhi, a visit to the City
Palace in Udaipur, travel to the Mehrangarh
Fort and the Palace of Winds.
Group sizes are capped at 40 passengers.
HAVE A DREAM HOLIDAY
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“If you have seen India,
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LET US
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BUDGET
BROCHURES
Pinpoint Travel’s latest weddings
brochure showcases an array of the
most popular wedding destinations
across the globe. Designed as a
handy guide for travel agents, the
2-in-1 brochure features a Rosie
Holidays section dedicated to Fiji
weddings, and a Freestyle Holiday
section including weddings in Bali,
Thailand, Vanuatu, Australia and Las
Vegas.
APT’s latest Canada & Alaska program
is now on agency shelves, with the
2016 brochure featuring 40 itineraries
including rail journeys and cruise
charters. New to the portfolio is the
16-day Rockies, Rail & Alaska Cruise,
along with a 12-night Alaskan cruise
onboard Le Soleal. Four new Signature
Invitations have also been added
including an evening meal overlooking
Niagara Falls. Bookings of at least 16
days which are paid 10 months before
departure receive savings of up to
$800 per couple.
Abercrombie & Kent has combined
its top selling private journeys into
a single brochure, with early bird
savings of $1000 per couple available
for bookings made by 17 July. The
2016 Preview Brochure includes 12
itineraries with prices guaranteed for
2016 travel. Destinations include Sri
Lanka, India, Myanmar, Morocco and
an expedition cruise to the Arctic.
Prices for the seven-day Highlights of
Jordan itinerary lead in from $4280.
Highlights include travel to Jerash,
Petra, the Dead Sea and Amman.
Carnival Cruise Line’s latest
2016/17 program features a record
133 cruises complete with options
in Hawaii, the South Pacific, and
Australia. Boasting the largest array of
product down under, options include
a four-night cruise to Moreton Island
and a five-night getaway to Tasmania,
along with itineraries to Mooloolaba
on the Sunshine Coast. Ranging from
three-night breaks at sea to 18-night
cruises to Hawaii, the brochure also
features a number of popular cruises
in the South Pacific.
Scenic’s new brand and logo has
made its brochure debut with the
launch of the 2016 Europe River
Cruise program. Two next generation
Space-Ships are new to the line up
in 2016 – Scenic Azure and Scenic
Amber– along with the launch of
Portugal’s Douro Valley. Also new is
the eight-day Iconic Danube cruise
from Passau to Budapest, along
with new land itineraries such as the
11-day Alpine Escapade from Munich
to Zurich.
Adventure seekers will find
something to satisfy their craving in
the latest World Expeditions Himalaya
brochure, with itineraries catering
from family-friendly walks to hard core
mountaineering expeditions. Featuring
over 70 adventure itineraries, the
program marks World Expedition’s
largest collection of Himalayan
adventures, with highlights including
a Hike and Raft itinerary and two new
mountaineering expeditions.
TEMPO Holidays has ramped up the
number of sightseeing experiences
in its latest India, Sri Lanka and
Maldives brochure by 55%, with
activities including Segway tours,
village trips and home cooking
experiences. Tempo has also
boosted its hotel offering by 35% in
major tourist areas and added more
small group and private tours. Also
included is a culinary tour hosted by
MasterChef star Rishi Desai.
Contiki’s latest Latin America
brochure has been tweaked to cater
for the new millennial traveller, with
more inclusions, centrally located
accommodation and more local
culinary experiences on offer. Outlined
in the 2015/17 Latin America brochure
is the eight-day Ultimate Inca adventure
with an added four-day Inca Trail trek,
priced from $1903. More experiences
in lesser known destinations like
Ecuador and Guatemala have also
been added to the line up, with internal
flights now included.
63
Last Word
Celebrity spotting
FUN Facts:
Did you know…
IT’S illegal to feed pigeons in San Francisco. Not only because
it’s bad for them, but it also promotes over-breeding and can
spread diseases. People who can’t resist handing over their
leftovers can be hit with heavy fines.
THE size of your foot is approximately the same size of your
forearm. We suggest testing this theory out in private to
avoid ridicule and laughter in the office. Your call.
GIRAFFES in the wild only ever have micro-sleeps of two to
five minutes at a time. In all, they generally only sleep for
30 minutes in a whole day.
Send your celebrity pics to [email protected]
and keep your eye out for the next issue of travelBulletin.
Turning down a mid-afternoon sugar hit may be seemingly
impossible come 3.30pm, but not for author and I Quit Sugar
founder, Sarah Wilson. Westin Hotels & Resorts recently
appointed the sugar-free advocate as its Asia Pacific brand
ambassador to promote healthy living to customers. She took
some time out of her hectic schedule to speak with travelBulletin.
AROUND 65 million guinea pigs are consumed in Peru each
year. Eating cuy (guinea pig) dates back to Incan times.
> win A GUIDEBOOK!
What has been the highlight of your career so far?
Running a business that employs 18 wonderfully talented young
people and doing so in a way that aligns with what matters to me.
Favourite holiday spot?
Anywhere on the NSW Central Coast. I love this area, especially the
daggy towns and hinterland areas.
One person you wish you could sit next to on a plane?
The Invisible Man! Mostly when I’m travelling I rejoice in having my
own space, but I guess the current Pope would make for a very
interesting trip.
What is something that annoys you about flying?
The way my feet swell up. I wear compression stockings, even for
short flights, to get around this.
How would you spend a day aboard a cruise ship?
I would take the opportunity to truly rest with a great book.
One thing you cannot leave home without when you travel?
Australian Rosehip oil.
What features do you look for when choosing a hotel?
Windows that open to allow fresh air and eco credentials. A place
that takes toxins, electromagnetic fields (EMFs) and wastage
seriously will always provide a more restful experience.
And finally, what is your top travel tip?
I’m quite dedicated to ensuring I stay well while travelling and I just
wrote a guide for Westin Hotels & Resorts that includes all of my
top tips for keeping your mind, body and soul in shape while on the
road. One of my favourites is to focus on eating well at breakfast by
bulking up on veggies and good protein.
64
Where in the World?
THERE are plenty of unusual rock formations
around the world, but where is this particular
beauty located? If you have any clue, drop us a
line at [email protected]. The first
person to submit the correct answer takes home
their very own travel guidebook, courtesy of Marco
Polo Travel Publishing. Congratulations to James
Jang from where2travel who correctly answered
Kuwait Towers in last month’s competition. He will
soon be reading all about his destination of choice
with a little help from Marco Polo Travel Publishing.
Expedia TAAP,
that’s why your
customers keep
coming back.
Earn great commission
and get your clients
out there.
JOIN TODAY AT
www.expedia.com.au/taap
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1800 726 618
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JULY 2015 - Travel Bulletin

Transcription

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