Raffles Hotel Le Royal, the 95-year-old luxury heritage hotel in Phnom Penh, Cambodia, has appointed Dagmar Lyons as its new general manager.
She joins Raffles Hotels from Fairmont Pacific Rim in Vancouver, Canada, where she served as hotel manager for the past two years.
Her hospitality career has included postings at numerous luxury hotels and resorts around the world, including in North America, Asia, the Middle East and Europe.
Marriott International has appointed Debdyuti Dasgupta as general manager of Khao Lak Marriott Beach Resort & Spa, which is set to open its doors in 4Q2024.
With 20 years of experience, he will lead Khao Lak Marriott Beach Resort & Spa through its opening phase.
He joins the new resort from Courtyard by Marriott Bangkok where he served as general manager.
Malaysia Airlines is set to resume direct flights between Kuala Lumpur International Airport and Paris, starting March 22, 2025, making another notch in its European expansion plans.
The service will begin with four weekly services, increasing to daily a week later from March 29, 2025. The new route, operated by Airbus A350-900 aircraft, will mark the airline’s 68th destination and its second European route after the UK.
Malaysia Aviation Group’s group managing director, Izham Ismail, described this expansion as a significant milestone for the airline.
He shared: “With the arrival of additional widebody aircraft starting in the fourth quarter of 2024, we are excited to reintroduce Paris to our network. While the European market is highly competitive, we see tremendous potential for this route to attract key travellers not only from Malaysia but also from South-east Asia, Australia, and New Zealand.”
On the return leg from Paris to Kuala Lumpur, Malaysia Airlines aims to draw passengers not only from France but also from North Africa, Eastern and Northern Europe, and the US.
The airline had previously operated the Kuala Lumpur-Paris route from 1981 to 2016, before suspending it due to a network restructuring.
Looking ahead to 2025, Malaysia Airlines plans to focus on expanding its network further in Australia and India by increasing flight frequencies and launching services to new cities.
Agoda and Sands China have signed a memorandum of understanding (MoU) to jointly promote Macau as a prime destination for both leisure and business travellers.
The partnership aims to elevate Macau’s status as a premium destination by showcasing its iconic UNESCO World Heritage sites, diverse attractions, and landmarks.
The MoU also involves launching joint marketing campaigns and creating customised products to attract high-value international guests, with both organisations exploring additional ways to combine their strengths to draw more visitors to Macau.
Sands China operates five integrated resorts in Macau, including the European-themed resort city on the Cotai Strip. The Venetian Macao, The Parisian Macao, The Londoner Macao, and Four Seasons Macao are all interconnected, offering an array of facilities including 10 international hotel brands, 12,500 hotel rooms and suites, over 150 dining options, over 150,000m² of MICE spaces, around 850 stores, and six entertainment venues including the 15,000-seat Cotai Arena and the 6,000-seat The Londoner Arena.
Andrew Smith, senior vice president of supply at Agoda, said: “We are excited that, through this partnership, we can provide visitors to Sands China’s properties the opportunity to experience the unique attractions of Macau and see the world for less.”
Kris Kaminsky, senior vice president of hotel operations, Sands China, added: “We believe with this partnership with Agoda, we can make a positive impact on Macau’s tourism economy and further demonstrate Sands China’s commitment to supporting the various tourism initiatives and increasing diversification of visitor source markets.”
Malaysia Airports has introduced a tribute event to the nation’s diverse culinary heritage in celebration of Malaysia’s 67th Independence Day and Malaysia Day at Kuala Lumpur International Airport (KLIA).
Happening from now to September 20, the Warisan Kulinari Kita campaign highlights traditional dishes and several activities centred around Rumah Kampung Limas, a life-sized traditional kampung (village) house taking centre stage in the Departure Hall at Level 5, KLIA Terminal 1 (T1). The display area will be divided into sections showcasing the culinary heritage of Malaysia.
Additionally, visitors get to explore the Herbs Garden (Taman Herba), where they can discover the use of natural and locally sourced ingredients such as butterfly pea flower, pandan, and hibiscus in traditional and modern cuisines. Other activities include food-tasting sessions, interactive cooking workshops, and recipe sharing, with informational boards available for those interested in learning more about Malaysia’s variety of food ingredients.
Malaysia Airports’ F&B tenants will also be part of this occasion by featuring specially curated items on their menus.
In addition, for the first time ever, a paddy field installation will be exhibited within the airport, showcasing rice as Malaysia’s staple food in KLIA T1. This display incorporates a variety of traditional rice-based dishes from across the country, such as nasi lemak and nasi kerabu (Malay), chicken rice (Chinese), nasi biryani (Indian), and nasi kombos (Sabahan), demonstrating how rice unites the nation’s diverse ethnic groups.
“Malaysians’ deep passion for food unites us, and this Independence Day and Malaysia Day, we proudly showcase our culinary treasures on the world stage while empowering local F&B businesses. As the gateway to the nation, we’ve reimagined our retail landscape to offer an immersive cultural experience that captivates travellers and locals alike,” said Hani Ezra Hussin, senior general manager, commercial services for Malaysia Airports.
WTTC’s 2024 Economic Impact Trends Report has revealed the US as the world’s most powerful travel and tourism market, contributing US$2.36 trillion to the nation’s economy last year.
Despite the slow return of spending from international travellers, the US keeps pole position, with almost double the economic contribution of its nearest rival.
Following a record-breaking year for travel and tourism, the sector continues to be the backbone to many country economies, while supporting millions of jobs globally.
The latest report from the global tourism body reveals China as the world’s second most powerful market with a GDP contribution of US$1.3 trillion in 2023, underscoring its impressive rebound, despite the late reopening of its borders.
Germany secured the third spot with a US$487.6 billion economic contribution, while Japan, which in 2022 was in fifth place, jumped up to fourth position, contributing US$297 billion.
The UK completes the top five contributing US$295.2 billion.
France retained its sixth position with a contribution of US$264.7 billion, followed closely by Mexico at US$261.6 billion, while India came in eighth, rising from a previous 10th position, with US$231.6 billion. Italy and Spain complete the top 10, contributing US$231.3 billion and US$227.9 billion, respectively.
However, over the next decade, WTTC predicts China will become the biggest travel and tourism market with India moving up to fourth position.
These shifts illustrate the dynamic nature of the global travel and tourism sector, with emerging markets gaining ground and traditional powerhouses maintaining their strongholds.
The report also highlights the countries experiencing the highest annual growth rates in their Travel & Tourism contributions to GDP.
In 2023, China’s sector surged led with an astounding year on year growth of 135.8%, while other Asian countries, such as Hong Kong, Malaysia, and the Philippines recovered soon after the removal of travel restrictions.
According to the report, many key destinations will profit from a surge in international spending this year compared to pre-pandemic levels, with Saudi Arabia, up 91.3% compared to 2019%, Türkiye (+38.2%), Kenya (+33.3%), Colombia (+29.1%) and Egypt (+22.9%) leading the way.
Globally international visitor spending is set to grow by nearly 16% to reach US$1.9 trillion, while domestic tourists are projected to spend more than ever before, reaching US$5.4 trillion, an increase of 10.3% over 2019 levels.
Travel and tourism investment grew 13% in 2023 to reach more than US$1 trillion, with a return to pre-pandemic levels anticipated by 2025.
However, high interest rates around the world could create challenges for future investment. It is therefore crucial that the public and private sectors work together to innovate to ensure the continual strengthening of this vital sector.
The report also highlights the sector’s commitment to sustainability, showcasing the decoupling of growth from greenhouse gas emissions and the increasing opportunities for women, young people, and marginalised communities.
Technological advancements, particularly in artificial intelligence, are expected to further enhance the travel experience and drive future growth.
Julia Simpson, WTTC president & CEO, said: “As we look forward to a record-breaking 2024, it’s clear that travel and tourism is not only back on track, but also set to achieve unprecedented growth.
“We will continue to prioritise sustainability and inclusivity, ensuring that this growth benefits everyone and protects our planet for future generations. The sector’s resilience and potential for innovation continues to drive us forward.”
The WTTC 2024 Economic Impact Trends Report can be viewed here.
Within the travel sector, the positive impact of AI is palpable – AI-powered search engines have been known to increase hotel bookings by up to 33 per cent. With 71 per cent of consumers expecting personalised travel experiences – something that has gained huge traction since 2021, AI’s role in customising travel services is now accelerating this growth. That said, the adoption of AI must be approached with careful balance.
Impact of AI on the travel experience
Over the last two years, OTAs, travel platforms and businesses have rapidly integrated AI into their service offerings. Often, AI presents itself as a customer-facing planning tool – a critical feature given that 64 per cent of Gen Z and millennials find vacation planning time-consuming.
Behind the scenes, AI leverages data to provide travellers with the best deals and experiences, tailored to their preferences. This has been successful, with more than half of Gen Z and millennials agreeing that AI has helped them save both time and money. In fact, close to six in 10 of them feel that AI introduced them to more interesting itineraries.
Beyond planning, AI-powered tools empower travel retailers to track elements like miles, loyalty points, and other benefits, thereby boosting operational efficiency. At azgo, for instance, we use AI to expedite cashback validation, allowing users to enjoy their rewards more quickly.
Studies suggest that AI could boost tourism businesses’ revenue by 10 per cent and reduce costs by 15 per cent. For emerging travel players, these improvements and efficiencies could significantly benefit both their operations and customer satisfaction.
Not every travel experience needs AI
Despite AI’s advantages, certain elements of the travel experience should not – and often cannot – be replaced by technology, particularly when it comes to customer service. While AI-driven chatbots can handle basic support needs with AI-generated responses, they cannot replicate the human connection that customers seek during stressful situations. Research shows that 30 per cent of consumers will take their business to a different brand, abandon their purchase, or tell their friends and family about their poor experience, after an unsatisfactory experience with a chatbot.
When travel retailers rely solely on AI for customer service, they risk damaging the customer experience and relationship that are crucial for long-term loyalty and purchasing decisions. At azgo, our team of travel veterans has observed this pain point first-hand, leading us to adopt a strategy where AI is used primarily for backend processes and generating automated messages while human touch is prioritised during customer service operating hours.
Balancing innovation with personalisation
As an industry, it is more important than ever to be mindful of how we can meet our customers’ needs. While AI can unlock smarter decisions and boost efficiencies, travel remains a deeply personal experience. Therefore, it is essential that we maintain a balance – leveraging AI where it adds value while preserving the human element that makes travel truly memorable.
Kuramathi Maldives has made two new appointments: Bert Goebel as general manager, and Tom Osborne as sustainability manager.
With nearly 30 years of experience in the luxury hotel, resort, and cruise ship industries, Goebel brings a wealth of expertise and perspective to lead Kuramathi’s team. His extensive experience spans several countries and continents, where he has held influential roles at Sandals Resorts at different Caribbean Islands, and Oceania Cruise Lines in the US. Prior to joining Kuramathi Maldives, he was vice president of global hotel operations at Scenic Group in Zurich.
In his new role, Osborne will lead the resort’s sustainability initiatives, spearheading initiatives to reduce staff food waste and minimise single-use plastics through reusable bottles. His responsibilities include ensuring compliance with Travelife standards, collaborating with the engineering team to optimise energy use, and managing significant projects such as a new coral restoration programme on the resort’s house reef and the construction of a new facility for the Maldives Coral Institute.
Before joining Kuramathi Maldives, he worked for organisations in Costa Rica, Saudi Arabia, and Kenya, where he gained valuable insights into marine conservation. His education background in marine biology equips him with the expertise needed to address broader sustainability challenges and drive impactful environmental programmes at the resort.
Accor has appointed two seasoned executives to helm its Premium, Midscale & Economy (PM&E) brands.
Benoît Racle joins Accor as the global brand president for Accor’s Premium brands, bringing with him over two decades of experience in hospitality, brand management, global operations, marketing and commercial ventures. Having honed his skills with Starwood and W, Racle will oversee the strategic direction and growth of the group’s premium brands in his new role.
Jean-Yves Minet has been appointed global brand president for Accor’s Midscale & Economy brands. With over 25 years of executive and operational experience in brand building, Minet forged his career in the beauty industry. Joining Accor, he will focus on driving brand growth by leading the brand vision, positioning, and operating models of Accor’s economy and midscale brands.
Outbound travel demand from India to the US is experiencing overwhelming growth. However, extended waiting times for visa appointments are hindering this momentum, according to industry stakeholders.
“As a DMC, we have been organising roadshows in different Indian cities including tier-II and tier-III markets. The outbound demand for the US from segments like families, students and MICE groups is growing across the country but visa appointments are not readily available. So, we are also noticing travel plans getting postponed to next year,” shared Veena Robinson, vice president – India sales, Discover Destinations.
Harvinder Singh, director Middle East & India, United Airlines said that three key segments of air travel – business, students and leisure – are leading the demand.
“We are also noticing that a lot of small and medium-sized enterprises from non-metro Indian cities are travelling to the US to explore business opportunities,” added Singh.
According to some Indian travel agents, visa appointment wait-times currently range from a minimum of six months to a year. These lengthy delays have also led some agents to resort to unfair practices to secure appointments for their clients. An agent, speaking on condition of anonymity, revealed that their company collaborates with a B2B partner who provides quicker visa appointments in exchange for a fee. “We are able to secure visa appointments for our clients in as little as a week. Clients are willing to shell out money for the ‘convenience’,” the agent remarked.
Rajesh Magow, co-founder and group CEO of MakeMyTrip, believes that to address visa challenges, innovations like the introduction of short-term tourist visas is needed.
“The demand for the US is only going to rise so there is a strong business case of increasing capacity and offering more and more visas. Short-term tourist visas could be an innovation to address the challenge,” added Magow.
Robinson also agreed that introducing short-term, tourist-centric visas could help companies like hers avoid losing business.
In 2023, the US Embassy and Consulates in India processed a record 1.4 million US visas. Presently, the US offers Indian travellers visas valid for 10 years.