Feature of the Year (Trade) - Silver award goes to Rosa Ocampo's 'When Beautiful Turns Ugly'
TTG Asia’s When beautiful turns ugly feature, won Feature of the Year (Trade) – Silver award at the recent Asia Pacific Publishing Awards (APPA) and MPAS Awards 2018 in Singapore.
Written by Philippines correspondent Rosa Ocampo, the article examines the fallouts of unbridled development – and lack of regulation – on Boracay and other once-pristine spots in the Philippines, and questions whether lessons be learnt from Boracay’s six-month closure.
Feature of the Year (Trade) – Silver award goes to Rosa Ocampo’s ‘When Beautiful Turns Ugly’
The winning article, which was published in TTG Asia April 2018, can be viewed here.
In 2017, an analysis on Cambodia’s tourist sites of death and suffering – Dark side of dark tourism – won TTG Asia the Feature of the Year Bronze award from MPAS, while TTGassociations magazine picked up the Travel Trade Media of the Year award.
MPAS & APPA 2018 is organised by the Media Publishers Association of Singapore.
Mobile devices remain vital while demand for new technologies such as voice search, e-payment and digital room keys grows, according to Travelport’s 2018 Digital Traveler Survey.
The study, which surveyed 16,000 travellers from 25 countries, showed that around the world, mobile devices are seen to be as vital for travel as for other aspects of life.
Almost half of those surveyed have booked and paid for an entire or part of a trip through their smartphone. Nine in 10 respondents have travel-related apps, with maps, airlines, weather and social media ones topping the list of favourites.
Travellers now more mobile app reliant
While mobile remains crucial, travellers want a consolidated experience. On average, travellers use 10-12 apps throughout the searching, booking and traveling parts of their trip, the study showed.
The top three most important features identified by leisure travellers in their travel apps are the ability to search & book flights (68%), real-time flight alerts throughout their journey (64%) and being able to see an entire trip itinerary in one place (67%).
Only around a fifth of travelers currently use itinerary management tools.
Among the emerging technologies are voice-search. Over half of global travellers use voice to search either during booking or whilst traveling – up 3% from last year.
Over two thirds (68%) of Indonesian travellers use voice search, such as Apple Siri or Amazon Alexa. However, in Japan, Singapore and some parts of Europe, the proportion of travellers using voice search is less than 45%.
Almost half of all respondents rated the ability to pay using Apple/Android pay (Touch ID) is important or very important.
Over half of business travellers surveyed said they wanted to be able to check in to their hotel via an app, rather than at a reception desk. Some 50% also want to use a digital room key to unlock their hotel room door from their phone.
Source: Travelport’s The 2018 Global Digital Traveler League Table
Most respondents said they would use biometric scanning to reduce the need for waiting in security lines. This proportion is particularly high among Asian countries, with 80% in Singapore and 84% in Indonesia indicating that preference. Over two-thirds of travelers think digital boarding passes make travel easier.
India and Indonesia took top spots in a ranking of countries with the most digitally-advanced travellers. India has been top for the second year in a row, and Indonesia was ranked third last year.
The standings are based on a combination of the main indicators of digital usage for travel-related purposes by travelers in each country. For example, India’s top position is maintained due to 69% of the country’s travellers using voice search, over 60% wanting digital room keys and 88% saying they are influenced to travel by friends on social media.
Technology is changing the tools travel agents use and how they use them, how they communicate with clients, and how those clients buy into their services.
It makes things easy for travellers. Hotel reservations, comparing prices and researching destinations – they’re all there. Travel agents need technology to stay ahead too. They also need to stay up to date with technology that improves efficiency, offers additional services and keep them relevant.
Thuan Daoan: technology as a tool to deliver travel services
The competitive edge, however, will go to travel agents who capitalise on technology to provide their clients with the most up-to-date communications and customised services, i.e. agents who delight their customers.
So what’s changing in technology, and as a travel agent what should you be looking out for in the year ahead?
Trends to look out for
Services to clients are becoming more focused and travel is driven less by destination and more about the experience. Technology provides the data agencies need to consolidate operations while at the same time reduce costs and increase revenues.
Agencies have access to high traffic portal travel sites and can access flight and hotel booking systems, enabling them to quickly filter travel options for their clients.
Social media enables a skeleton staff to handle high volume inquiries and forward automated alerts on delays and waiting times.
Technology-based luggage tags enable travellers’ luggage to be tracked, with up to the minute data via text message, email or apps. Mobile is continuing to penetrate this market.
According to a report by Criteo this year, over one third of people use a mobile device to book hotels and OTAs have around a 45 per cent share of that market. Interestingly, an eMarketer report revealed that a third of those surveyed said they were still uncomfortable using mobile to research and book – and this hasn’t changed since 2015.
Adapting does not mean being controlled by technology
Many agencies are shifting focus to online services while maintaining some bricks and mortar stores where business is sufficient to do so.
Adapting to new technology is tough but necessary; however, the industry is beginning to recognise that it should not be controlled by technology.
Technology enables agents to gather intelligence about the traveller which is used effectively by real humans, and ultimately that is the key. Travel agents will, as always, continue to be advisors – people with a passion and human knowledge that technology cannot replace. Technology just makes the service better and give an agent the edge.
Technology will enable travellers to call or message their travel advisor, to get a problem fixed or answer their questions while on holiday. It means that future agents will ultimately become not just an advisor but a technically assisted concierge.
They have all the data at their fingertips, they can learn more about their clients by analysing data that shows their travel habits, but with a real person delivering that information. It’s about personalisation, reassurance and a great experience, and that’s what travellers want.
The primary focus for agencies has been on online sales because it allows clients to book whenever they want without worrying about opening hours.
However, people like the human touch and they want a good experience from an agent who has the knowledge and advice they can trust. This is the cornerstone of the travel agent and it’s a business that, with the help of technology, will continue to thrive for many years to come.
Bedlinker is a technology provider of integrated B2B distribution solutions for hotels and resorts in Vietnam.
The Best Western Plus property is one of two in the chain currently under construction in Halong Bay
Best Western Hotels and Resorts has signed a second property in Halong Bay, which is expected to open in 3Q2020 a short distance from Halong Bay’s cruise port.
Developed by Tri Duc Hotel Joint Stock Company, the Best Western Plus Ha Long Bay Hotel will feature 327 rooms and suites, a fitness centre, infinity-edge outdoor pool, a kids’ club and several retail outlets.
The Best Western Plus property is one of two in the chain currently under construction in Halong Bay
Guests will be able to choose from an all-day restaurant serving exquisite Vietnamese and international cuisine, a café and ice cream shop as well as a rooftop bar.
Best Western Plus Ha Long Bay Hotel marks the second signing in the destination for the company, joining the 1,008-room Best Western Premier Sapphire Ha Long announced earlier.
“Vietnam is one of the world’s most dynamic tourism markets, with a series of enchanting destinations attracting record numbers of inbound travellers. The volume of international visitors to the country has more than doubled in the last decade, and Vietnam is on course to set new tourism records again in 2018,” said Olivier Berrivin, Best Western Hotels & Resorts’ managing director of international operations – Asia.
“This growth, combined with a buoyant domestic economy and forward-thinking government policies, makes it a very exciting time to be expanding in Vietnam.”
Hotel Indigo Phuket Patong, Thailand
The new-built Hotel Indigo Phuket Patong, an InterContinental Hotels Group brand, opened this month featuring 180 rooms and suites across six categories, including the Retreat View Room with garden views; Oasis Pool Access Room and the 72m2 Executive Suite.
Dining offerings, helmed by chef Morten Nielsen, include Butcher’s Garden, craft beer and cocktail garden, Pots, Pints & Tikis, the by-password-entry No Name Bar with a cocktail menu and cigar room. The hotel offers a 24-hour fitness centre with a Muay Thai boxing ring, and three meeting spaces including two meeting rooms and a rooftop deck with The Cloud Rooftop Swimming Pool & Pool Bar.
Novotel Okinawa Naha, Japan
Opening a 15-minute walk from the Shuri Castle in the former royal capital of Shuri, the 328 room Novotel Okinawa Naha features the Terrace Suite Rooms with a private balcony that offers direct pool access. Guests staying at the Terrace Suite Rooms and Premier Level Rooms are given exclusive access to the Premier Lounge that offers a 360-degree view of the city skyline.
Dining options include four restaurants and a bar: Toki Japanese restaurant, Food Exchange Avancer serving local Okinawan dishes and international buffet, the BBQ Terrace adjacent to the pool, and the GourmetBar for pastries and gourmet coffees, cocktails and fine wines.
For meetings, events and weddings, the hotel has three meeting rooms that can cater up to 540 guests. Leisure facilities include a 24-hour gym and a 25m-long outdoor infinity pool as well as a kids club.
The Langham, Hefei
Langham Hospitality Group has launched the Langham Hefei in the largest city of Anhui Province in China. The hotel’s 339 guestrooms and suites range from the 45m2 Deluxe Rooms to the 247m2 Presidential Suite.
For meeting and event spaces, the Grand Ballroom spans 1,380m2 and can accommodate up to 910 pax, while individual meeting and function rooms range from 33m2 up to 450m2.
The hotel offers four unique dining concepts: the Seasons all-day restaurant, T’ang Court for Cantonese cuisine and local delicacies, Palm Court for afternoon tea, and The Bar. In addition to the signature spa, the hotel also features fitness facilities at the health club and a 25.8m-long swimming pool.
Travelodge Bukit Bintang, Malaysia
The 13-storey, 168-room hotel is now welcoming guests in Kuala Lumpur’s Golden Triangle. It offers Superior, Deluxe and Family Room types, Antipodean Bukit Bintang, a local cafe chain serving all-day breakfast, a 24-hour gym, self-service laundry room and on-site parking.
Ramada by Wyndham Brisbane Windsor, Australia
Ramada by Wyndham Brisbane Windsor, previously known as the Brisbane International Windsor Hotel, is nestled in the city’s inner northern suburbs, five minutes from downtown Brisbane and a convenient 15-minute drive from Brisbane Airport.
The newly rebranded property offers 61 rooms and suites, including a selection of triple rooms, while the hotel’s suites feature kitchenettes and spacious living-dining areas. Among the facilities are two conference rooms and a boardroom, an Italian restaurant, an outdoor swimming pool, a fitness room, and complimentary on-site parking.
Amid rising jet fuel prices, geopolitics and difficulty in getting preferred landing and take-off slots at congested airports in big cities, airlines at the recent APG World Connect 2018 in Monaco share how they are working to prop up their bottom line.
Jet fuel prices have risen by about 21 per cent end October, compared to a year ago when it was at US$78 per barrel.
Timothy Clark, president of Emirates, in an interview led by Bloomberg TV at the APG World Connect 2018, acknowledged that the key challenge faced by the airline in 2019 will be rocketing jet fuel prices that are expected to breach the US$100 per barrel mark. He said that rising jet fuel prices had taken a huge chunk of the airline’s profits in the first half of 2018.
Rising fuel prices a key challenge for airlines
While airfares may see an increase in 2019, he stressed that it “will be priced competitively in the market so that customers see the value in the product”.
Emirates on November 1 had launched a US$15 million global advertising campaign, Fly Better, its new brand promise. The campaign is also aimed at promoting its network and its hub in Dubai.
Karam Chand, CEO, Royal Brunei Airlines (RBA), said on the sidelines of the conference that his concern was the ongoing geopolitical issues and economic uncertainty may weaken demand for travel in 2019.
He said: “The ongoing trade spat between China and US, may impact emerging markets in Asia, which in turn could impact travel demand.”
To mitigate fuel prices which are expected to continue an upward trend in 2019, RBA “will impose fuel surcharge rather than hedge which is a practice that some airlines do, and it may not necessarily be successful”, said Karam.
Nana Haryana, senior manager alliance & international affairs at Garuda Indonesia, said the Indonesian flag carrier was looking at increasing its services on certain routes experiencing high loads.
His concern was “finding airport slots with preferred timings in busy cities such as Beijing, Shanghai, Guangzhou, Singapore and Amsterdam”.
HolidayTaxis buy a 'strategic' fit with Hotelbeds' ancillary push
Hotelbeds is making a bigger push into the rapidly expanding ancillary distribution space with its acquisition of HolidayTaxis Group, a UK-based provider of transfer and wider mobility solutions across 150 countries.
Deemed a “strategic fit”, the latest acquisition follows Hotelbeds’ recent rename of its ancillary product line as Beyond the Bed, a business unit involved in the sourcing and distribution of transfers, activities, tickets, theme parks, car hire, travel insurance and specialist tours.
HolidayTaxis buy a ‘strategic’ fit with Hotelbeds’ ancillary push
Joan Vilà, executive chairman of Hotelbeds, commented: “In recent years our ancillaries business has grown substantially as the strength of our technology platform and global distribution network has positioned us effectively to take full advantage of the increasing demand for in-destination activities worldwide.”
HolidayTaxis will remain a separate and independent brand from Hotelbeds, but will form part of the Beyond the Bed business unit. The CEO of HolidayTaxis, Ian Coyle, will report to Javier Arévalo, director of Beyond the Bed.
Coyle added that the acquisition would enable HolidayTaxis to share additional ancillary revenue generating solutions with the 60,000 global travel selling partners of Hotelbeds, “many of whom are very hard to reach otherwise”.
A new Vietnamese airline, Bamboo Airways, is expected to launch its first flights within weeks.
According to a Reuters report, the Vietnamese government on Monday issued an aviation licence to the new carrier, a unit of FLC Group.
The airline will operate 100 domestic and international routes when operational, Reuters reported quoting a government statement.
Bamboo Airways will soon take to the skies
The government said in its statement that the airline’s first flights will connect Hanoi and Ho Chi Minh City with the country’s tourism cities.
In March 2018, under the witnesses of general secretary Nguyen Phu Trong and president of France Francois De Rugy, FLC group signed the agreement to purchase 24 Airbus 3210 Neo aircraft, with the contract valued at a listed price of US$3.1 billion.
Bamboo Airways’ representative went on to sign an MoU with Boeing at the US Chamber of Commerce in Washington DC, witnessed by Vietnam’s deputy prime minister Vuong Dinh Hue.
With this, FLC completed the deposit procedure for the agreement, which was worth US$5.6 billion.
Based on the agreement, Boeing will deliver 20 Boeing 787-9 Dreamliner to Bamboo Airways from April 2020 to the end of 2021.
Capital infusion will help KKday expand into new markets
Taiwanese tours and activities e-commerce platform KKday has announced an undisclosed investment from its series B+ funding co-led by Line Ventures and the Alibaba Entrepreneurs Fund.
Existing investors, including CDIB Capital and Monk’s Hill Ventures, also participated with follow-on investments.
The strategic funding is expected to accelerate KKday’s efforts to leverage technologies in travel bookings and experiences and further its global expansion into new markets.
Capital infusion will help KKday expand into new markets
The capital infusion will help KKday grow its operations in Japan, China and South Korea, and expand into new markets including Europe, Australia and New Zealand, and the US.
KKday, which launched in 2015, has been expanding its business and its array of product offerings and today offers more than 20,000 experiences in over 500 cities and 80 countries.
The two parties will begin their first strategic collaboration later this month in Taiwan when Line launches Line Travel, an in-app service that enables users to search and book flights, hotels, tours and activities, as well as to plan and share their itineraries with friends.
According to KKday, more global collaboration with Line is in the pipeline.
“Asia’s travel experience booking market has had explosive growth due to the changing of consumer behaviour,” said Masato Endo, investment director of Line Ventures.
Chen Ming-ming, the founder and CEO of KKday, commented: “The investment and collaboration with Line is a huge breakthrough, not just for KKday, but also for the travel industry. We are committed to digitising travel experiences with our partners and are very excited to be working with Line to build frictionless travel experiences for travellers worldwide.”
Starting with its last round of investment, led by Japanese travel giant H.I.S., KKday has been deepening its partnerships with strategic investors.
Earlier this July, KKday announced financing from Alibaba Entrepreneurs Fund and launched a flagship store under Fliggy, Alibaba Group’s travel portal in China.
Latvia sees surging interest from Chinese travellers
Europe continues to be firm favourite among Chinese outbound travellers, but it’s niche destinations such as the Baltic states which are seeing high pace of growth from the Chinese market.
The EU-China Tourism Year (ECTY) in 2018 is bearing fruit for European destinations, which saw a year-to-date increase of four per cent in Chinese arrivals for the first eight months of 2018, along with a year-on-year increase of 2.2 per cent during May-August.
Latvia sees surging interest from Chinese travellers
Forward bookings from China to EU countries for September to December are ahead by 4.7 per cent from last year’s booking situation.
CITS group Shanghai, secretary director and general manager, Lu Jun, estimated that the ECTY resulted in more than 10 per cent increase in traffic to Europe.
Speaking to TTG Asia at the recent Global Tourism Economy Forum in Macau, he said: “Eastern/Central Europe, especially the Baltic states, have seen great growth. In fact, we have already seen Chinese visitors’ footprints spread beyond key cities through EU’s promotions of destination countries like Slovenia, Czech and Poland.
“The Chinese have learnt more about them as these countries created (dedicated marketing) to woo Chinese. For example, Slovenia highlighted the good (diplomacy with) China dating back to the 1950s.”
Fosun Tourism Group, chairman and CEO, Qian Jiannong also attributed the growth to favourable factors like visa easing, growth of disposable income and the increase of direct flights.
These, combined, have driven traffic between Asia and Europe in the first half of 2018. Qian said: “Europe is currently our key market and accounts for 48 per cent of our business. After taking full control of Club Med in 2015, our company also invested in Thomas Cook which runs 3,000 agents in Europe. We work with these two big European players and learn from them on how to increase our expertise.”
While about 80 per cent of Chinese traffic travel to big cities in Europe, there is burgeoning interest in lesser-known areas and the company continues to open more resorts offering in-depth experiences, he shared.
“As with our skiing village or beach resorts, guests do not just stay inside as we provide new products such side-line tour programmes to explore areas outside our premises.”
For Hua Yuan International Travel Group (ETI Holidays), the number of bookings for travel to Europe in 2Q2018 surged more than 100 per cent over the same period of 2017.
Chairman and CEO, Guo Dongjie, remarked: “The post-World Cup effect sent some good signs for the Chinese outbound market in the traditional low season. Meanwhile, it also spurred us players to come up with quality products in order to suit the new travel trends… We upgraded products for visiting multiple countries in Europe (Austria, Hungary, Czech Republic and Poland) and included a series product of visa-free countries like Serbia.”
The Republic of Latvia has seen similar staggering growth from China.
Deputy state secretary, Raimonds Aleksejenko, said: “Chinese visitors have doubled in number every three years and the number grows 30 per cent year by year. Baltic countries expect to welcome 60,000 more visitors per year. It’s vital for small and second-tier countries like us to have cooperative platforms as visitors come to the Baltic Sea region to see Warsaw, Helsinki and Baltic states so we need to work together to provide a coordinated package.”
Promotion of the Veneto Region of Italy started in China five years ago and Beijing-based manager, Sebastian Magrin, has worked to educate the market.
However, he contends that the regions is not top choice for Chinese yet and awareness is still low. Some signs that point towards further growth include more air connections to Italy from second-tier Chinese cities like Wuhan-Bolonga. And in 2019, Qingdao and Hangzhou may also be connected.
EU special counsellor responsible for ECTY tourism, emerging and creative industry, Eric Philippart, said: “Having Chinese travellers to visit Europe beyond key cities is pursued through a number of ongoing campaigns and is aligned with the desire of many Chinese travellers, especially among FITs (25 to 35 years of age). We will be looking at booking patterns during the first half of 2019 to measure the success of our efforts.”
