Upsell bucket list events Page 2 Tour op businesses see ... · The Durban travel industry has welcomed the announcement of the new flight. Dinesh Naidoo, group operations director

TRAVEL NEWS WEEKLY

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SOUTHERN AFRICA’S TRAVEL NEWS WEEKLYJuly 29 2015 I No. 2360

FEATURE

Upsell bucket list events

Page 15Page 10

FEATURE

Leverage unique selling pointsPage 2

NEWSDURBAN FLIGHTS

Turkish Airlines plans new service

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Tour op businesses see double-digit growth Dorine reinstein

IT HAS been a great year for wholesalers in travel, with numerous tour operators

citing double-figure growth in sales compared with last year.

At a recent event, Trafalgar ceo, Gavin Tollman, said the operator had realised double-digit growth in the SA market in the current year, despite some difficult hurdles such as the weak rand.

eTravel Holidays has also seen tour operator revenue grow in double digits. Operations director, Tammy Hunt, says leisure travel has picked up, despite the difficult economic climate. “Perhaps South Africans are making the best of the current situation, which shows how resilient they truly are.”

“I thought the industry would battle this year,” says Mark Buck, md of United Europe, but the operator has seen overall growth of 57% year-on-year. He says January was the worst month the company had in a long time, whereas sales doubled for the month of June.

Development Promotions has also reported a very good year, with ‘a prominent increase in sales’ compared with last year. Md, Jackie Adami, says South Africans are resilient and will always travel despite challenges. “Our cruising and

small group touring products, namely G Adventures, have noticeably exceeded across the board. I believe these products’ growth potential is huge and [they are] becoming well known to the consumer.”

“We have definitely seen increased demand in packages and have had amazing growth in passenger numbers year-on-year. All our destinations are outperforming last year,” says Flora Fubbs, marketing manager of The Holiday Factory. She says passenger numbers are a more reliable benchmark than revenue, as the rand devaluation has resulted in increased package prices, which means tour operators could report improved revenue even if passenger volumes remain the same.

The bulk of the growth is in the four-star market, Flora says. “Clients are shopping around a lot more than in the past as they are hunting for the best deals.”

For the Harvey World Travel group, tour operator and international cruising packages are the sectors showing best growth, says Monica Horn, product manager of the HWT franchise support team. “We are performing exceptionally well with our preferred tour operators.”

“This year, Serendipity ITCs

have met every single tour operator target,” says Dinesh Naidoo, group operations director of Serendipity Worldwide Group (SWG). He says both leisure and incentive travel are growing segments in the South African market.

A reason why most large tour operators are reporting exceptional growth is because competition has diminished, says Dinesh. For example, JetStar Tours closed its doors earlier this year. Also the rebranding of Holiday Tours to kulula holidays has created opportunities for other tour operators to take over some clients, he says.

Despite a flourishing leisure market, travel agents are still struggling. Economic uncertainty has impacted heavily on corporate travel, leading to a lack of growth in that sector, says Tammy. “Business overall is only slightly up year-on-year.”

“Generally the market is down. One look at BSP sales tells it all,” says Wally Gaynor, md of Club Travel. He says there is a definite cut in travel spend and a big move to using low-cost carriers. Wally adds that the Indian Ocean Islands and Thailand might be selling well but, apart from those destinations, travellers are looking for “closer to home” and “value for money”.

Roam for lessSWISS has lowered data package prices for its roaming SIM card – a prepaid SIM card designed to provide inexpensive call and data rates for travellers to over 180 countries, with no contractual obligations or monthly subscription fees. The airline has launched an exclusive new summer offer for Spain of a one-gigabyte data package for just R245. Users can also earn miles as they phone or surf the Internet. The SWISS SIM card is available from inflight duty-free sales or online. SWISS country manager for SA, Danica Helfrich (left) and pricing and e-commerce manager, Suzelle Bouwer, get out their gadgets. Photo: Shannon Van Zyl

Take 3 for Air ChinaDorine reinstein anD

Carina Borralho

AIR China will launch direct services between Beijing and Johannesburg, starting October 29, Jane Hu, sales manager in Johannesburg, has confirmed.

This is the airline’s third attempt to launch flights to

South Africa. Air China first announced a March launch date, which was postponed to August 30. The airline cancelled the August launch, citing SA’s new onerous visa regulations as one of the main deterrents.

Bookings for the PEK-JNB service can already

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SPORTS TOURISM

2 n Wednesday July 29 2015 QUICK READ FOR DECISION-MAKERS

NEWS

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Top web stories

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Another airline heads to DurbanDorine reinstein

TURKISH Airlines will soon be the third international airline to

launch flights to Durban’s King Shaka International Airport.

Ibrahim Ethem Ozdemir, Turkish Airlines commercial manager, told TNW the airline planned to introduce flights to Durban from October.

Earlier this year, the airline announced it would split its IST-JNB-CPT-IST route from October 26, offering daily flights to both Cape Town and Johannesburg. The Johannesburg route would be linked with Maputo in Mozambique, with a three times weekly onward connection. Ibrahim said this would double

the present capacity on the South African route, supporting the high demand from travel agents and travellers.

The Durban travel industry has welcomed the announcement of the new flight. Dinesh Naidoo, group operations director of Serendipity Worldwide Group, says the new international connection will increase much-needed competition on the Durban route. “We are really excited about the announcement of a third international carrier to Durban, especially as Turkish Airlines offers very good connections into Europe.”

Durban will host the aviation event, World Routes 2015, from September 19-22 this year. “The

KwaZulu Natal province has participated in past World Routes events and, based on our analysis, we have seen how air services have expanded to cities that have hosted these events. It is, therefore, our plan to leverage on the hosting of World Routes 2015 to help grow airlift out of King Shaka International Airport, the host airport for this event,” said KZN MEC for Economic Development and Tourism, Michael Mabuyakhulu.

Just last month, Qatar Airways announced plans to launch four new weekly flights to Durban (via Johannesburg), starting December 17. Emirates is currently the only international airline flying to the city.

Home Affairs official arrested for corruption TNW pick: GDS loophole costs agency millions Immigration regs – travellers tell all Lion Park cans lion cub interaction Qantas drops capacity to JNB

Air Mauritius ups luggage allowanceFROM July 22, Air Mauritius will allow passengers to take two pieces of luggage to Mauritius.

This special offer is based on the ticket issue date, and Air Mauritius will apply

this luggage piece system between Mauritius and South Africa, including all domestic points in South Africa.

Passengers travelling in economy class will be allowed to travel with two

pieces of luggage weighing no more than 23kg each. Business-class passengers will be able to travel with two pieces of luggage not weighing more than 32kg each.

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NEWS

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Cathsseta still facing challenges Dorine reinstein

THE portfolio committee on higher education and training recently

pledged it would monitor Cathsseta more closely for the remainder of the year as the government struggles to promote skills.

This comes after the committee was briefed by Cathsseta, which is under administration, on its annual performance and strategic plans.

During the briefing, committee chairwoman, Yvonne Phosa, said the fact that Cathsseta was under administration created the impression that the body responsible for skills development was not doing its job. She said people were aware there were skills gaps in South Africa and Cathsseta needed to represent government well and properly, with full

adherence to law. Cathsseta admitted

that in-fighting within the Board had affected the performance of the organisation wherein the targets were not met on a quarterly basis. However, the organisation also highlighted its achievements during the past few months while it was under administration.

Pumzile Kedama, administrator of Cathsseta, said he had conducted an organisational diagnosis and analysis to turn Cathsseta around. Outstanding disciplinary cases and contracts were reviewed, with some contracts cancelled. Disciplinary action was instituted against the ceo and cfo, which led to their suspension. He also aligned resources to address immediate performance issues to achieve targets.

Pumzile added that the number of programmes had been reduced from 17 to four, to improve focus. The four programmes are now Administration; Corporate Governance; Planning; and Skills Development, to ensure alignment to National Treasury guidelines.

An important strategic challenge still facing Cathsseta, according to Pumzile, is the fact that a significant number of service providers in the sector are urban-based but contribute rural levies. The levy income is minimal relative to the actual demand for skills across the sectors, and this limited income impacts negatively on Cathsseta. Furthermore, he pointed out that there was no provincial footprint and there were poorly managed business contracts.

Trafalgar has released its most comprehensive Americas programme, with the 2016 ‘The Americas’ brochure, consolidating the USA, Canada, Central and South America. “This will simplify the process for our agent partners selling the expanded product offering,” says Theresa Szejwallo, md of Trafalgar SA. The brochure showcases over 60 itineraries, 160 Insider Experiences and seven new guided holidays. It also includes internal flights, taking the hassle out of finding fares into and out of domestic airports in South America. Celebrating the launch of the new Americas brochure at an event hosted at Mexican restaurant Peron in Illovo are (from left): Warren Grisselle (Flight Centre Sandton Towers); Theresa; and Gavin Tollman (ceo of Trafalgar). Photo: Natasha Schmidt

Buenos días!

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NEWS

Richard the Lionheart’s Chateau Gaillard. Photos: Kate NathanTNW7146SD

New Cape Town conference centre sets opening dateSue van WinSen

SET to open on February 1, the Century City Conference Centre

in Cape Town will not only enhance Century City as an emerging urban development node but also reinforce the Western Cape as a global contender in terms of business travel.

This is according to joint ceos, Glyn Taylor and Gary Koetser, who welcomed PCOs during a ‘hard hat launch’ in June to introduce them to the product.

The conference centre will form part of a R1bn mixed-use development by Rabie Property Group, which will also include the 125-room Century City Hotel and the Century City Square. Between the two, the area will offer restaurants, bars and coffee shops.

The conference centre will have a total capacity for 1 900 guests across 20 venues. These include four large halls, three of which can be combined, a ballroom, an open-plan foyer for exhibitions and launches, 12 meeting

rooms, an 80-seat business lounge and an outdoor event venue of 1 200sqm.

Glyn and Gary say they have tried to incorporate all meeting planner feedback they have received over the years into the centre’s internal designs. Examples include attention to the acoustic treatment of venues, ceiling heights, kitchen size, back-of-house accessibility, event planner storerooms, PCO offices, complimentary water machines, furniture storerooms, parking, furniture with device-charging points and weather pattern inference.

While the centre is just bricks and mortar, the focus will be on ensuring the delivery of “exceptional service, flexibility and staff who will never say no to a request”, says Gary. “We have created a solid foundation on which anything can be built. Our only constraints are the internal walls which determine capacities, however as this is a billion rand of private equity and stake, we need to be entrepreneurial in our decision making to ensure we remain

competitive. These days, in our opinion, the only recession-proof qualities are flexibility and relationships.”

The local market will be the key focus for the conference centre, however the rest of the precinct does have capacity to service various target markets, particularly in terms of the increased hospitality offerings that will be coming online with the centre, say Glyn and Gary.

One of the key concerns raised with regard to the location of the new conference centre is traffic, especially in the morning and afternoon peak periods. Chris Blackshaw, ceo of the Century City Property Owners’ Association, says extensive measures are being taken to improve traffic flows. “Rabie Property Group has committed to additional infrastructure upgrade projects that should significantly improve the traffic capacity and flow, particularly on Sable Road, and mitigate the extra traffic expected from additional projects coming on stream,” he says. A total of R22,5m has been committed for the road upgrades.

New major development, Century City Conference Centre in Cape Town, will open early next year. Photo: Century City Conference Centre

Marriott partners with TripAdvisor MARRIOTT International’s global hotel portfolio will be added to TripAdvisor’s Instant Booking platform, making it easier for the hospitality group to connect with consumers through the TripAdvisor site.

“Marriott’s partnership with TripAdvisor will make it easy for consumers to book with our hotels, and allows Marriott to build a direct relationship

with these guests even before arrival,” says Shafiq Khan, senior vp, Channel Strategy and Distribution of Marriott International.

The agreement also signified a strategic partnership between Marriott and TripAdvisor to introduce new customers to Marriott’s portfolio of 19 brands across the globe, which included South Africa’s Protea Hotel Group, the hotel group

said in a statement. Mark Satterfield,

Marriott International business leader in South Africa, says: “This arrangement makes for a far more efficient and smooth booking experience.” Unlike with other intermediaries, all customer support enquiries logged through the site will be handled by Marriott representatives, he adds.

QUICK READ FOR BUSIEST PEOPLE Wednesday July 29 2015 n 7

REPORT RWANDA

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Rwanda offers travellers majestic scenery and unique experiences. Tessa Reed recently visited the country as a guest of Serena Hotels and RwandAir.

The land of a thousand hills

OFTEN associated with either the graceful mountain gorillas that

inhabit the north-western parts of the country or the devastating genocide that saw over a million people killed in roughly 100 days, Rwanda is a culturally rich and beautifully lush country that offers visitors far more than expected.

Modern skyscrapers together with clean and well-maintained roads characterise

the capital, Kigali, which is bustling with activity and new developments. A new convention centre is expected to open later this year and both Marriott and Radisson are building hotels in the city.

Serena Hotels operates two hotels in the country, one in Kigali and one on Lake Kivu in Gisenyi, which can be packaged together with transfers, allowing guests to include both the mountain gorillas and the Genocide

Museum as part of their stay.The road between Kigali and

Gisenyi winds around the hills that characterise Rwanda’s countryside. The three-hour transfer is punctuated by a stop at Hotel Muhabura, which is famous for accommodating gorilla researcher, Dian Fossey, when she came down from her camp. Here travellers can freshen up and enjoy snacks and drinks – the local beer, Mützig, is highly recommended.

See the mountain gorillasThere are roughly 10 families of gorillas living in Parc National des Volcans, or Volcanoes National Park, in north-western Rwanda. Seeing the mountain gorillas is at the top of many travellers’ wish lists, but the adventure comes with a significant price tag. A permit to see the

gorillas costs US$750 (R9 330). William Gateja, a local tour guide, says clients are guaranteed to see the gorillas, although getting to them often requires a couple of hours of trekking. Visitors spend an hour with the majestic animals in their natural habitat.

A visit to the Genocide MuseumWhile some travellers may be hesitant about visiting the Genocide Museum, it is a significant stepping stone to understanding the country’s history. On arrival, visitors are greeted by friendly staff and directed to a small theatre to see a short film. From there, guests can use audio devices to direct them on the tour

of the museum. The tour traces Rwanda’s history from before the genocide, through the atrocity and beyond, looking at how the country has recovered. The audio tour provides additional information and, because it plays at intervals that visitors set themselves, it lets them explore the museum at their own pace.

Phot

o: Te

ssa

Reed


REPORT RWANDA

Off the beaten track...

Guests at Lake Kivu Serena Hotel can set out on the hotel’s boat for a cruise to watch the sun set over Lake Kivu. The lake is over 2 700 square kilometres and stretches as far as the eye can see. It lies on the border between Rwanda and the DRC, and the city of Goma can be seen from the Rwandan side. The boat accommodates 17 passengers and cold cuts and drinks can be prepared aboard the boat.RwandAir operates daily flights between Johannesburg and Kigali. Flights depart 07h15 on Tuesdays, Thursdays and Saturdays and at 08h30 on Mondays, Wednesdays, Fridays and Sundays. All return flights depart Kigali at 20h30.

Scale Rwanda’s highest volcanoAt 4 507 metres above sea level, Mount Karisimbi is Rwanda’s tallest volcano and the climb requires travellers to take part in a two-day trek. Hikers depart early in the morning, overnighting along

the way. On the second day, hikers summit the volcano and are treated to views of Rwanda’s rolling hills as well as those of neighbouring Democratic Republic of the Congo.

Visit the ‘healing’ hot springsThe hot springs on the outskirts of Gisenyi are said to have healing powers, while the water is hot enough to cook small fish. Local children are keen to wet visitors’ arms with the water and they’re also inclined to request a small donation.

Therefore, it’s recommended that visits to the hot springs are accompanied by a responsible operator. William suggests that visitors offer gifts of stationery and not money so that the children are not encouraged to beg.

Escape to AkageraAkagera National Park is in the northeast of the country and takes its name from the Akagera River, which feeds the numerous lakes in the park. Lions were recently re-introduced to the park, which is managed by African Parks and the Rwanda Development Board. There are also plans to

reintroduce Black rhino. The park covers over 1 000 square kilometres and is home to elephant, buffalo and zebra as well as waterbuck and Roan antelope. Primates including Vervet monkeys, Blue monkeys, bushbabies and baboons are also found in the park.

Enjoy sundowners on Lake Kivu

The view from Mount Karisimbi.

Lake Kivu Serena Hotel. Photo: Tessa Reed

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Thailand

Hey, big spender!

Thailand is renowned for its beaches, shopping and spicy cuisine. Dorine Reinstein rounds up top tips from the trade on how to leverage its unique selling points.

BANGKOK is without a doubt the most famous city in Thailand for

shopping. “Few places in the world can rival Bangkok when it comes to shopping experiences – from big shopping malls to countless markets,” says Karen Camm, product manager for kulula holidays.

For Lesley Simpson, spokesperson for the Tourism Authority of Thailand (TAT) in SA, the ultimate shopping experience in Bangkok is the weekend market at Chatuchak – the largest in Thailand and the world, with a staggering 15 000 stalls covering 14 hectares.

Lesley warns that visiting Chatuchak can be daunting for first-time travellers. However, travel agents can help their clients to navigate the market by advising them that the

outer rim of the market usually features plants, gardening equipment and clothing, while the stalls in the inner sections deal in clothing, souvenirs, jewellery and household décor.

Jacqui Carr, The Holiday Factory product manager, says Mah Boon Krong (MBK) in Bangkok is also worth a visit. MBK is one of Bangkok’s legendary multi-storey shopping complexes, where travellers can find almost anything at a ‘ridiculous’ price, she comments. Jacqui explains that the more upmarket shopping malls, such as Central World, Siam Paragon and Central Embassy can be pricey but says if travellers can time their holidays with the big sales, they can still find items at good prices.

While Bangkok is the main shopping spot in Thailand and

offers the most variety, Giles Clinton, director of Checkout Tours, points out that Chiang Mai is also a great shopping destination. “Chiang Mai has more ethnic textiles, is much cheaper and the people are friendlier than in Bangkok.”

Lesley agrees and says that the famous night market in Chiang Mai is the place to go, where travellers can enjoy the lights, music and excitement of bargaining. “A walk around the

market takes travellers through numerous stalls selling clothes, jewellery, shoes, bags, souvenirs, and delicious food. Part of the experience is to sit down at one of the many foot massage shops to rest and revitalise before continuing to look for that special bargain. Chiang Mai is the best place to purchase the traditional Thai pants – the quality is much better than elsewhere,” she maintains.

Aside from its two main shopping meccas, Thailand offers an abundance of shopping opportunities and clients can shop anywhere in the country, according to Janine Pienaar, sales representative South Africa for Centara Hotels and Resorts. “Each destination in Thailand has a place to shop with very cheap fashionable clothing,” she says.

Floating market, Bangkok.

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Thailand

Warn your clients... John Ridler, spokesperson for Cullinan Outbound, says Thailand is well known for its copies of famous brands – especially handbags and shoes. He adds that while Thais are

known for their honesty, it is important to advise clients to check for quality before buying.

Carla Seaman, Far East supervisor at Travel Vision, says it is important to

make clients aware that there are some fake Thai bhats doing the rounds. “They also need to watch out not to get ripped off when it comes to tuk-tuk or taxi rates,” she says.

Upsell the shopping experience One of the best ways to upsell Thailand to clients looking for a shopping holiday is to combine this with a beach experience. “Thailand is renowned for good shopping and you can combine it with a quick or long beach trip at one of the many beach destinations,” says Giles.

When it comes to the hotel choice, there are also opportunities for travel agents to upsell the destination to their clients. John says in Bangkok, travel agents should advise their clients that it is best to choose a hotel in the central Pratunam or Sukhumvit areas – close

to all the large shopping emporiums.

According to Lesley, a good way to upsell a shopping trip to Bangkok is by adding some nearby well-known attractions, including Ayutthaya, known for its old city and floating market or Hua Hin, a seaside resort.

For the beach babes... WITH a 2 500km coastline, Thailand offers a wealth of sandy beaches, sheltered bays, quiet coves and idyllic islands. Lesley Simpson says each location has its own distinct character, whether travellers are looking for an action-packed vacation, a fun-filled party scene or a lazy escape to a serene tropical paradise.

John Ridler says the trick is to choose the right beach. “Patong beach is busy and full of buzz whereas the beaches of Koh Samui are quieter and, if you want a really relaxed beach experience, choose Khao Lak where you can laze under shady trees.”

According to Janine Pienaar, Phuket is still regarded as Thailand’s main drawcard for South Africans, especially since the government has recently cleaned up the island and banned all the umbrellas and beach chairs.

However, travel agents should not just stick to Phuket, maintains Giles Clinton. He advises travel agents to combine beaches for different experiences: water sports in Phuket, white sandy beaches good for snorkelling in Phi Phi and limestone rocks in Krabi.

For travellers preferring a

remote island feeling, Railey Beach near Krabi is the perfect option as it is only accessible by boat, says Lesley. “It has a ‘deserted island’ feeling you won’t find on most of the country’s popular beach destinations. Clear blue waters, small islands on the horizon and majestic cliffs surround the small beach, which is generally not crowded except during peak season.”

Lesley says Koh Chang’s beaches are divided into two groups – those on the western and those on the eastern side. Most of the popular attractions are on the western side, while the eastern side is still largely unexplored and has less popular but equally appealing places, including waterfalls, fruit and rubber plantations as well as fishing villages.

For youngsters who head to the Thai beaches to party, Haad Rin, a beach on the island of Ko Phangan, is world famous for its Full Moon Party. “This is something all youngsters want to visit at least once in their lives,” says Lesley.

When it comes to avid golfers, Hua Hin beach is the place to be, with the highest concentration of golf courses in Thailand.

Insider tips...

Insider tips...

Janine says travel agents should remind their clients to bargain when shopping at the markets. “The market stall owner is expecting you to do so,” she comments.

Karen says clients should be warned never to let a tuk-tuk or taxi driver take them shopping. “Stores give commissions to these people and that cost is reflected in the price you pay,” she says.

Travellers also shouldn’t settle for the first item they see, says Giles. “If you find something you like, don’t buy it at the first stall because you will more than likely come across it again, but cheaper.”

“Head off the beaten track,” advises Jacqui. “Don’t shop in the touristy areas all the time – not only will it be cheaper but you will find different items that

your friends back home will always comment on!”

Lesley advises that it is important for travellers to start by making a list of what they want to buy, and then match it with where to go. “Markets are good to visit in the mornings or evenings when it’s a little cooler and often less frantic. In the heat of the day, air-conditioned malls are a much better place to be.”

From page 10

“Consider the weather, especially if your clients plan to snorkel or scuba dive,” says Janine. She says, depending on the side of the island, you could encounter a monsoon season, which would not be ideal for water sports.

It is imperative to choose the right beach or island to cater for the experience the client is anticipating,

says Jacqui. She says the cheapest package does not always cater for everyone’s expectations. “Thailand is affordable in general, so investigate the different package options available.”

John says it is important for travel agents to explain to travellers that many hotels in Phuket are across the road from the beach, not on the beach.

Upsell the beach experience Travel agents can best upsell Thailand beach experiences by sweetening their packages with a short water excursion. “Offer a discount on one of the water activities or have it included in the final pricing,” says Lesley.

She adds that travel agents can also combine familiar destinations with those that are a little

less known, for example Phuket and Krabi Island. “Each island is unique and the beaches differ.”

Jacqui notes that very often the cost difference between a three- and four-star hotel, or the cost to upgrade to a higher room category is minimal. “Point this out, especially to the clients who tend to look at price only as opposed to value.”

Chaweng Samui, Thailand. Photo: Pixabay

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Thailand

Fun for food fanatics THAI food is a top attraction for most travellers to Thailand as it has become one of the world’s most popular cuisines. While Thai dishes have a reputation for being spicy, they are actually based on a balance between different flavours – spicy, sour, sweet, salty and bitter.

According to Lesley Simpson, it is important for travel agents to realise that the north is very different from the south when it comes to food. “The south is known for having the spiciest food in Thailand, with sticky rice and noodles the preferred choice, while traditional steamed rice is favoured in the north and northeastern parts.”

Jacqui Carr maintains that while Thai food is popular worldwide, it tastes even better when in Thailand. “Travellers will be doing themselves an injustice by spending their holiday in the McDonald’s. Tom Yum soup and Green curry are relatively well-known dishes but there are tons of other amazing dishes. Visitors

should try northern Thailand’s signature dish of Khao Soi (curry-type soup topped with deep-fried crispy noodles) and don’t forget about the Nutella and banana street pancakes that are served on the street side at all times of the day or night!”

Travel agents should advise their clients to try the staple Thai dishes, says Janine Pienaar. “They should definitely try Somtam papaya

salad, Tom Yam soup, Pad Thai, Green curry, and then, for the brave, definitely a street side food stall experience.”

According to Giles, tourists who opt for Western food like KFC or McDonald’s will end up paying much higher prices than for local cuisine. “Thai food is some of the nicest, healthiest food on the planet and if you are adventurous then you will pay next to nothing in Thailand.”

Insider tips...

Upsell the foodie experience

“Don’t miss out on the fantastic experience of trying street food in Thailand,” says Karen Camm. She says travellers should just follow the crowd, as locals know what’s good and will probably be eating vendors’ specialities.

Lesley adds that the food courts in malls throughout the destination should

not be skipped, as the food is terrific and cheap. The good old fashioned ‘mealies on a stick’ on Railey Beach in Krabi are another must.

According to Jacqui, some of the local restaurants in Rawai Beach (south Phuket) will, for a small fee, cook visitors’ own freshly caught fish. “Travellers should use ‘nit nooi’ (meaning ‘little

bit’) if they want to convey how spicy they would like their meal and they should make sure that they have an ice cold Singha beer on hand to help ease the spice,” she advises.

John Ridler says travellers should be careful when ordering wine, as it tends to be very expensive. “Drink the excellent local beer instead,” he suggests.

Travel agents should sell clients packages revolving around food festivals including hotels that are next to the food markets,

advises Lesley. The best way to upsell

a Thai holiday to foodies, is to sell them a hands-on cooking class, says John.

He notes that most of these cooking classes have become very popular and are available throughout Thailand.

Thai food tastes even better in Thailand! Photo: Flickr

Book it!

Trafalgar is offering a ‘Hidden Journey’s Secrets of Thailand’ trip to Bangkok, Kanchanaburi, Chiang Mai and more for R29 925pp twin share. The trip offers authentic accommodation in Chiang Mai’s Old Town, a ‘Be My Guest’ lunch with warm northern Thai hospitality at Ban Mae Kampong, Local Specialities such as a Thai massage at the Wat Pho Temple and Unique Insight trips such as a visit to the Hall of Opium. The price includes accommodation with breakfast daily, three dinners and five lunches (including the Be My Guest lunch), sightseeing, all hotel tips, charges and local taxes, transportation, airport transfers, and the services of a Travel Director. Thompsons Holidays is offering an eight-night special for the four-star Karon Sea Sands Resort and Spa in

Phuket from R9 480pps from Johannesburg; R11 416pps from Durban; and R12 099pps from Cape Town. The special is valid for travel from July 27 until October 31, but needs to be booked and paid by July 31. The special includes return flights and transfers, eight nights’ accommodation and breakfast daily. Also included is a Phuket tour as well as a beach mat. Travellers will also receive a 10% discount at a few restaurants and bars, as well as a THB 1 000 (R365) voucher for use at Jaspal Tailors. Kulula holidays is offering an eight-night package at the three-star Ibis Phuket Patong Hotel from R9 099pps,

for travel until October 31. It includes eight nights’ accommodation in a standard room with breakfast daily, return economy-class flights from Johannesburg to Phuket, all pre-payable airport taxes and fuel levies (about R3 681) and return airport-hotel transfers. This special must be booked and paid by August 25. T&C apply.

Centara opens new resort in KrabiCentara Pelican Bay Residence & Suites Krabi recently opened its doors. The family-friendly resort offers modern apartments and pool suites with one, two or three bedrooms. Many of the suites have their own outdoor plunge pool, and every room style features spacious living areas ranging from 81-190sqm, including both the indoor and outdoor areas. The resort also offers a swimming pool; a fully equipped fitness centre and a ‘chilling lounge’ complete with Internet stations, water sports, snorkelling and PADI diving. Photo: Centara Hotels


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SPORTS TOURISMBucket list events are an easy upsell

Major sporting events top the bucket lists of many South Africans. These once-in-a-lifetime experiences give agents an opportunity to add value and contribute to their bottom line. Max Marx reports.

WHETHER it’s accessing better category tickets at a football

stadium or an F1 race track, booking clients into VIP hospitality suites, offering them specialist tours or a variety of experiences within a destination, sports events provide excellent upselling opportunities.

It’s all about the spectator experience, says Tertia Summerford, marketing manager at EduSport Travel. She says annual events such as Wimbledon, the English Premier League and the Formula 1 Grand Prix are on most sporting enthusiasts’ bucket lists.

Greg Taylor, gm of Pure Sport, says, in his experience, South Africans are most responsive to rugby, Formula 1, soccer and tennis events.

This year, the Rugby World Cup takes place in England

from September 18-October 31 with many South Africans expected to attend the event.

But it’s not all about sports events abroad. Fantastic local events that agents can package include the Rugby Championship, Vodacom Durban July, the J&B Met and Cape Town Sevens.

They can also package the upcoming T20 series between South Africa and New Zealand and three one-day internationals in Durban, Centurion and Potchefstroom taking place between August 14 and 26.

How to add valueEvery sporting event has seating categories that agents can upsell, says Greg. “Sporting events are often intended as once-in-a-lifetime opportunities and clients are therefore generally happy to pay more to enhance

their experience.” Get a detailed brief from clients, including their budget, seating preference and the team they support, to avoid client disappointment, he advises

“Enquire if there are any early-bird offers and encourage clients to book packages early to avoid missing out on the best tickets,” adds Tertia.

General admission or cheapest available tickets should be avoided to ensure the client is not disappointed at motorsport events, agrees Johan van Veelen, owner of F1 Grand Prix Tours.

What’s more some events offer package enhancers like stadium tours, pre-purchasing of match programmes and hospitality areas, notes Tertia.

Heather Beadle, groups, meetings and incentives manager at Reynolds Travel Centre, points out that there is a great deal of value in hosted

packages as they usually include accommodation, transfers, meals, preferential seat location and stopover packages to nearby destinations.

Depending on the client’s budget, says Johan, VIP

hospitality packages or team hosted hospitality (providing exclusive access to teams), are effective tools for upselling. “Agents can also sell access to after parties where the drivers are present.” He adds that agents should organise professional circuit transfers as racing circuits are usually far from the city centre.

He warns that event tickets should never be purchased on the Internet. “The risks are just too high. Use tour operators with an intimate knowledge of the event.”

Before anything is booked, Heather advises agents to read contracts carefully and ensure clients understand the risks. “A lot of sporting events require 100% pre-payment well in advance and are non-refundable once purchased. Use an expert supplier to guide you,” she says.

To page 16

Greg Taylor


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SPORTS TOURISM

Top tips for major events The Monaco Grand Prix can be watched from a terrace, yacht or paddock, with meals, drinks and snacks included. Some hotels offer helicopter and speedboat transfers to the circuit, and agents can book clients for a drive in a Ferrari.

For the F1 Italian Grand Prix, sell a day trip to Maranello that includes a visit to the Ferrari Racing Museum, Ferrari

self-drive and lunch in an Italian castle. Combine the San Marino MotoGP with the F1 Italian Grand Prix.

Sell the 2015 Formula 1 Etihad Airways Abu Dhabi Grand Prix as a package with flights, airport and race track transfers, Grand Prix tickets and hotel accommodation. Agents can also upsell tours to Yas Waterworld, Ferrari World, and the Zahed Mosque. After-race action like concerts and

VIP parties are an added plus.At Wimbledon, book

hospitality tickets that include Gatsby Club access, where guests can enjoy three-course meals, a complimentary bar, tea and strawberries and entrance to the Wimbledon Lawn Tennis Museum.

For major football events such as the Champions League Final, hospitality tickets and stadium tours are available.

From page 15

Keeping it local SPORTS events in Gauteng offer agents another excellent opportunity to upsell to their leisure and corporate clients from other provinces.

Here are some of the events taking place in the coming months.

The first National Basketball association (NBA) game to be played in Africa takes place at Ellis Park on August 1, featuring NBA players and coaches from around the world, including Africa.

For polo lovers, the Land Rover Africa Cup 2015 takes place at the Inanda Club in

Sandton from August 14-16 when 10 African teams fight it out for the trophy. Ticket prices start at R200 but agents can upsell to the VIP Equestrian Lounge for R1 750pp, private picnic sites for 10 at R4 500, a table for 10 in the Polo Lounge for R20 000, as well as privately owned corporate hospitality suites.

The South Africa-New Zealand Cricket T20 takes place at SuperSport Park in Centurion on August 16 with the One Day International on August 19. Agents can package both events and

can, for example, include a Big 5 game experience at the Dinokeng Game Reserve, township tours, golf at the new Steyn City golf course, karting at Kyalami and more.

Other events to package are the BMW International Polo event on September 20 at Waterfall Polo Estate in Sunninghill; the Soweto Derby at Soccer City in September (date to be confirmed); the Momentum 94.7 Cycle Challenge on November 15; and the Sansui Gauteng Summer Cup horse race at Turffontein on November 28.

Abu Dhabi shines in the events arena WITH SAA’s recent announcement of a strategic partnership with Etihad Airways, Abu Dhabi has been thrust into the limelight as a new tourist destination for South Africans. The Emirate plays host to some of the world’s most iconic land and water events.

Two popular water sports events are the Class 1 Power Boat Championship being held from November 18-20 and the UIM Formula 1 Powerboat World Championship from December 10-11. Water sport enthusiasts attending these events can themselves enjoy kite surfing, sailing, wakeboarding, diving, dragonboat, jetski and surfing.

The 2015 Formula 1 Etihad Airways Abu Dhabi Grand Prix is the world’s only twilight race. As the last F1 race of the season (November 27-29) it has the potential to be the decider of who takes the prestigious F1 championship title. The race takes place at the Yas Marina Circuit on Yas Island,

Abu Dhabi’s entertainment hotspot. Here, visitors can enjoy a carting or driving experience, and take a ride on the world’s fastest roller coaster at Ferrari World.

The Red Bull Air Race takes place every February on Abu Dhabi’s Corniche, with pilots having to navigate a challenging aerial obstacle course in the fastest time.

The Abu Dhabi HSBC Golf Championship takes place every January at the Abu Dhabi Golf Club as part of the European Tour’s ‘Desert Swing’. Keen golfers can book their own Stay and Play packages through the ‘Golf in Abu Dhabi’ website, with a choice of several golf courses in the city.

The Abu Dhabi Desert Challenge, one of the world’s most prestigious cross-country rallies – mostly through desert – takes place around March and April. Visitors to Abu Dhabi who enjoy adventure can rent a four-wheel-drive vehicle and enjoy some dune bashing and off-road driving of their own.

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Red hot deals! Formula 1 Pure Sport is offering a

package to the Singapore Formula 1 Grand Prix from September 18-21, 2015. The package, from R11 950pps, includes three nights’ accommodation at a four-star hotel in Singapore, breakfast daily and a three-day bay grandstand race ticket (September 18-20). Flights and airport transfers are excluded.

F1 Grand Prix Tours is offering a four-night package to the 2015 Malaysian Moto Grand Prix which takes place from October 24-25, 2015.

The package, priced from R14 530pps, includes return economy-class flights including taxes, four nights’ accommodation at a four-star hotel in Kuala Lumpur, breakfast daily, return group airport hotel transfers, return circuit transfers for Saturday and Sunday, and covered main grandstand

weekend race tickets. Flights depart on October

21 and return October 26. Agents can also upgrade

to VIP Hospitality in the MotoGP VIP Village from R17 990pp.This includes an air-conditioned rooftop suite with CCTV, food and drink, and views of the main straight, pit lane and pit boxes.

There is also a private VIP grandstand on the main straight. Pit lane walks, paddock tours and the VIP Village games are included.

EduSport is offering a three-night package to the Abu Dhabi Grand Prix from R10 999pps.

The package includes three nights’ accommodation at a three-star hotel in Abu Dhabi, two-day Abu Dhabi Hill tickets, Ferrari World Abu Dhabi and Yas Waterworld entry tickets as well as a lanyard and earplugs. It excludes all flights and transfers.

Barclays Premier League Pure Sport is offering a package to the Tottenham Hotspur vs Norwich football match on December 26 at White Hart Lane in London. The package, from December 25-28, starts at R12 990pps and includes return Heathrow-hotel transfers, three nights’ accommodation at a three-star London hotel, breakfast daily, return transfers to the stadium, longside match tickets, and travel insurance for up to six days. Airfare and airport taxes are excluded.

Sevens rugby EduSport is offering a Hong Kong Sevens 2016 package from R19 490pps. It includes airfare, three nights’ accommodation at a four-star hotel in Hong Kong, guaranteed official match tickets to the Cathay Pacific HSBC Hong Kong Sevens 2016 for three days and travel insurance. It excludes airport taxes and transfers.

Upcoming eventsRugby World Cup England September 18-November 1, 2015US Open (tennis) New York August 31-September 13, 2015Australian Open (tennis) Australia To be determined (2016)HSBC Rugby Sevens World Series Dubai December 4-5, 2015 Cape Town December 12-13, 2015 Hong Kong April 8-10, 2016English and European football leagues August–May Wimbledon England July, 2016 Tour de France France July, 2016 Olympic Games Rio de Janeiro August 5-21, 2016F1 Grand Prix Belgium August 21-23, 2015

Italy September 4-6, 2015 Singapore September 18-20, 2015

USA October 23-25, 2015Mexico October 30-November 1, 2015Brazil November 13-15, 2015Abu Dhabi November 27-29, 2015

Monaco May 26, 2016 Malaysia September 23-25, 2016

Event Location Dates

Are you dealing with a reputable operator?AGENTS must ensure they’re dealing with a reputable operator when it comes to booking sports events.

As with any event, comments Jean Martins, country manager for the Abu Dhabi Tourism & Culture Authority South Africa, it is imperative that official event tickets are secured prior to visiting the destination. These can be purchased through the official organisers or designated tour operators. In South Africa, there are several sports specialists who package Abu Dhabi sports experiences.

Tertia Summerford advises agents to make sure that the operator is an official agent or that the tickets are from an official source. “A lot of online portals sell cheaper tickets and packages but these are not always official.”

Agents should ask operators for testimonials, and ensure they give detailed quotes and plenty of information on the terms and conditions that apply to booking an event, recommends Heather Beadle.

Greg Taylor points out, however, that many

events require operators to become preferred if they want to sell event packages. “The events that don’t are the tricky ones and therefore it is best to go with partners who have long-standing experience and knowledge in the industry.”

Formula 1 is a case in point. Johan van Veelen says it can be difficult to identify trustworthy operators as not all circuits require accreditation by agents. “Agents should therefore insist on references from local operators and check their claims of accreditation with the circuit promoters.”

Johan van Veelen

Novak Djokovic, Wimbledon winner 2015.

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We have numerous vacancies available in both Travel Agencies and Tour Operators for experienced and qualified Travel Industry Professionals.

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Barsa has appointed Siyabonga Kheswa as senior manager. Siyabonga has spent the past seven years as an Acsa senior operations controller at OR Tambo International Airport.

Air Seychelles has appointed Roy Kinnear as its new ceo. Roy was previously senior vp of revenue management and planning at Etihad Airways.

Ashraf Al Sayad has been appointed EgyptAir’s new regional manager for South Africa. Ashraf joined EgyptAir in 1985. He previously served as director of international and regional organisations for the airline. He has also held the position of district manager in both Tunisia and in Osaka, Japan.

Welcome!


TNW NEWS

Take 3 for Air China

be made on Air China’s website. The airline will operate three flights a week, codesharing with SAA.

Flights will depart Johannesburg at 11h50 on Mondays, Wednesdays and Fridays, arriving the following day in Beijing at 07h30. Return flights from Beijing will depart at 23h15 on Tuesdays, Thursdays and Sundays, arriving in Johannesburg at 07h55. Fares start from CNY6 258 (R12 440) return in economy class and CNY34 177 (R67 945) in business class, including taxes.

Meanwhile, SAA is in

discussions with airlines in Hong Kong as well as a number of other global operators to increase its global reach and presence, Sylvain Bosc, SAA’s chief commercial officer, told TNW. “Key elements of SAA’s Long Term Turnaround Strategy include ‘non-metal revenue growth’ through partnerships that can assist SAA in obtaining more business, particularly connecting passengers at its OR Tambo base, without having to incur risky, capital-intensive asset deployments,” he said.

Recent media reports claim that SAA has been in discussions with both Qantas and Cathay Pacific

to enhance its partnerships with the airlines. A spokesperson for Cathay Pacific told TNW: “Cathay Pacific does not comment on market speculation. The airline continuously assesses opportunities to expand its network and flight scheduling in a sustainable way.”

Meanwhile, Qantas corporate communications adviser, Will Lehnertz, said there were no current plans to extend the existing relationship between Qantas and SAA. “Qantas maintains a good relationship with SAA for customers travelling beyond the Johannesburg gateway.”

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From page 1

Explore more SingaporeSingapore Airlines is offering an Explorer Pass, which gives travellers access to 22 attractions and other benefits when visiting the country. The price of the one-day Singapore Explorer Pass 2015-2016 is R407 for an adult and R271 for a child. A two-day pass is R725 for an adult and R498 for a child and a three-day pass costs R906 for adults and R634 for a child. The pass is only valid for passengers travelling on Singapore Airlines or Silkair. Singapore Airlines market development manager, Sally George, sets out to explore the city. Photo: Shannon Van Zyl

Crystal Cruises plans major expansion

CRYSTAL Cruises is expanding its luxury travel offering to

include river cruises, yacht and air services.

The cruise line will launch its new all-inclusive Crystal Yacht Cruises programme, offering intimate and exclusive seven-day cruises on the Crystal Esprit, which will embark on its maiden voyage in December.

The 62-guest yacht features a two-passenger submarine, four 10-passenger Zodiacs for special excursions and a 12-passenger, 10-metre super yacht tender for special boating adventures. Crystal Esprit’s first voyage begins on December 23 and will explore the Seychelles islands, followed by a post-cruise New Year’s Eve celebration at the Taj Dubai Hotel.

In 2017, the operator will launch its new six-star Crystal Luxury Air service, offering round-the-world packages in a twin-aisle Boeing 787 Dreamliner.

The aircraft, which typically seats 300, will fly 60 guests in fully reclining business-class seats to remote destinations. Each approximately 28-day itinerary will visit 10-12 such locales, with accommodation at luxury hotels and resorts, cuisine prepared by local celebrity chefs and entertainment and excursions tailor-made to the destination.

Crystal River Cruises will also be introduced in the Northern hemisphere spring of 2017. The river cruise programme will offer the traditional hallmarks of the all-inclusive Crystal experience.

Late in 2018, the final phase of Crystal’s ambitious plan will be rolled out when the company introduces three new Crystal Exclusive Class vessels, designed with polar ice-rated hulls to allow for travel to the most remote regions, including the Arctic and Antarctica.

Meanwhile, Cruises

International, in partnership with Lufthansa, is offering a free flight from South Africa to the country of embarkation on selected Crystal Cruises in 2015. In some instances, free return transfers to the ship are also included.

George Argyropoulos, ceo of Cruises International, says: “By partnering with a prestigious airline such as Lufthansa, we now offer our clients the world’s best all-inclusive luxury package by including premium economy or business-class flights.”

Cruises included in the offer are: Istanbul, Athens, Venice, Monte Carlo, Lisbon and Marseilles as well as selected North American cruises out of New York and Miami.

The offer depends on the class of stateroom selected on the respective cruise. For less expensive staterooms, the offer does not apply, but as the value of the stateroom increases, so does the value of the travel assistance.

Qantas drops capacity to JNB QANTAS scheduled flights between Sydney and Johannesburg will decrease from seven return services a week to six (excluding Wednesdays), effective February 3.

“Qantas has launched a new San Francisco service

where there is strong demand and has had to make these minor schedule changes to its network,” says Qantas regional manager for Africa, Michi Messner. “Johannesburg remains a core destination in our international

network,” she adds. All customers booked to

travel on flights QF63 and QF64 on or after February 3 have been re-booked to travel on QF63/64 on the Thursday flight (next day).

For more details, see Travelinfo.