TTG Asia
Asia/Singapore Tuesday, 30th June 2026
Page 1714

Why travel agents survive

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Travel agents have shown they deserve to keep their place in the travel industry. Their biggest strength lies in the word fulfilment…

Thousands of travel industry members attending ITB last month were stranded in Berlin when ground crew waged strikes at the two airports, causing massive flight cancellations.

My colleagues and I who were scheduled to depart on the day of the strike, Friday, March 10, could have been among them, had it not been for our luck in hearing a day earlier that the strikes were confirmed, which sent us scrambling to find alternative arrangements.

Correction – it wasn’t us who scrambled. All we did was called the company’s travel manager who called the travel agent. Then we went back to work on our ITB Daily, admittedly worried and less in a mood to work as we knew our chances of getting out as scheduled were slim. Even without strikes, delayed connections at Tegel, a small airport, are not unusual during massive events such as ITB. Plus it was already evening time in Singapore.

As I write this – onboard the plane to Singapore as per the original schedule (I had to take a train ride to Hamburg, then a flight to Munich, then connect to my flight to Singapore) – I realise that it is such incidents that remind me just how valuable travel agents are.

No wonder I am seeing talks of travel agents dying because of OTAs and direct bookings thinning. In fact, the more customers recognise there is no guarantee they won’t be hit by a disaster while on the road today, the more they yearn for a guarantee that there will be someone there for them if ever they are hit.

Thomas Stirnimann, CEO of Hotelplan Group whom I interviewed at ITB, believes safety and security concerns have brought back a lot of bookings from online to brick-and-mortar agents.

As well, contrary to predictions that the traditional European wholesale/retail  distribution system will go out of the window faster than rates get obsolete when brochures are printed, it still is the dominant business, even for markets like Thailand which are familiar to European clients.

A strong agent culture in key markets such as Germany, Switzerland and the UK, is cited as a reason. The tendency for European feeder markets to book further in advance through tour operators, compared with last-minute bookings through OTAs, is another.

Travel agents have shown that they deserve to keep their place in the travel industry. Their biggest strength lies in the word fulfilment, which encompasses the human touch, first-hand knowledge of destinations and consumer protection, to name a few. These are areas where OTAs still fall short, their strengths being in technology, marketing and branding.

I believe agents are more confident about themselves than when airlines first started cutting commissions, OTAs started appearing in the industry and hotels started focusing on direct bookings. That’s good as they can now  hone their strengths and get rid of the weaknesses.

Long live travel agents.

 

 

This article was first published in TTG Asia April 2017 issue. To read more, please view our digital edition or click here to subscribe.

New hotel openings: April 3-7, 2017

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The latest hotel openings and announcements made this week

137 Pillars Suites Bangkok
Opened on April 2 on Sukhumvit Soi 39, the hotel’s 34 suites are located from the 24th to the 32nd floor of a mixed-use building. Each suite comes with a balcony, private butler service, maxi bars with wine cellars, large walk-in wardrobes, and marble ensuite bathrooms with circular baths. Amenities include three F&B options, a rooftop infinity pool on the 32nd floor, spa, and a wellness centre with a separate yoga and meditation sala.

Hotel Mono
Occupying a row of six conservation shophouses and sporting a black-and-white façade along Singapore’s Mosque Street is Hotel Mono. The independent boutique property has 46 minimalist rooms in a number of configurations, from a single room up to a family room which can sleep four. All rooms come with regular mod cons such as complimentary high-speed Wi-Fi, coffee- and tea-making facilities, and flatscreen TVs.

Karma Cây Tre
The Karma Group has launched its first resort in Vietnam, Karma Cây Tre, near Hoi An. The 10,000m2 property offers 22 rooms, all of which feature a balcony that looks out to the river or garden. Facilities on-site include an outdoor pool and a semi al fresco courtyard restaurant.

Ramada Encore Seoul Magok and Ramada Encore Pyeongtaek
Wyndham Hotel Group has opened two new hotels in South Korea. The 12-storey Ramada Encore Seoul Magok (above) offers 228 rooms, and amenities on-site include an all-day dining restaurant, meeting rooms, a fitness centre and business hub.

Meanwhile, the 302-room Ramada Encore Pyeongtaek is located in Pyeongtaek, Gyeonggi province. Hotel amenities include free Wi-Fi, meeting rooms, an all-day dining restaurant, and gym.

ibis Styles Makassar Sam Ratulangi
AccorHotels has opened the ibis Styles Makassar Sam Ratulangi in Makassar. The property’s 117 rooms all come with Sweet Bed by ibis Styles signature bedding, a flatscreen TV, mini bar, and in-room safe. Facilities on-site include a restaurant, an outdoor swimming pool, gym and spa. As well, the hotel has four modern meeting rooms – that can cater up to 180 guests – for meetings or events.

Emirates’ Bali service to go double daily

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Emirates will introduce a second daily service to Bali on July 2, 2017.

The additional service will be operated on the Boeing 777-300ER aircraft in a two-class configuration with 42 seats in Business Class and 386 seats in Economy Class.

The outbound flight, EK360, will depart from Dubai at 01.25 and arrive in I Gusti Ngurah Rai International Airport at 14.30. The return flight, EK361, will depart at 16.30 and arrive in Dubai International Airport at 21.30.

Emirates has also been operating daily flights connecting Bali and Dubai since June 2015.

Savant Vela Hotel Bangkok adds to Cachet’s portfolio

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Cachet Hospitality Group (CHG) will launch Savant Vela Hotel Bangkok in November 2017, marking its second property in the Thai capital and first Savant hotel in South-east Asia.

Located in the heart of Bangkok near Siam Square, the affordable lifestyle hotel features 72 Brilliant Rooms averaging 20m2, and amenities such as Interactive Mobility to offer guests convenient check-in and check-out, streamlined booking and payment processes through WeChat.


Savant Vela Hotel Bangkok

For F&B, The Scholar Bar features an interactive table with affordable wines and automated dispensers, while The Habitat on the first-floor lobby offers a space for guests to lounge and mingle. The Cardio Zone, a workout studio featuring TRX equipment and spinning bicycles, rounds up the hotel’s facilities.

To oversee its expanding portfolio in the region, CHG has promoted Kimy Chen to president of South-east Asia, managing business development for the entire region. She was previously responsible for Cachet’s development in Greater China. In her new position, Kimy will oversee the current projects in Bangkok and the pipeline of at least ten hotels and resorts in advanced stages of negotiations located in Phuket, Koh Samui, Singapore and other markets in South-east Asia.

Meanwhile, Jitsak Lim-Pakornkul joins CHG South-east Asia as director of brand marketing, bringing over 17 years of hospitality industry experience. Prior to CHG, Jitsak previously worked in brand marketing at Starwood Hotels & Resorts and has served as general manager for several hotels in Thailand.

Also joining the regional team is Sorachai Rojanasuwan, director of business development, South-east Asia. Sorachai brings over 10 years of industry experience and has worked at several Southeast Asian real estate developer companies including The Erawan Group.

Hilton plans six new hotels in Sri Lanka

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Hilton has signed six management agreements with Melwa Hotels & Resorts to manage three Hilton Hotels & Resorts and three DoubleTree by Hilton properties in Sri Lanka.

The six new-build properties – Hilton Kandy Resort, Hilton Yala Resort & Spa, Hilton Kosgoda Resort, DoubleTree by Hilton Nuwara-Eliya, DoubleTree by Hilton Colombo International Airport and DoubleTree by Hilton Negombo – are scheduled to open between 2020 and 2021.

(From left) Melwa Hotels & Resorts’ P P Barathakumar and P P Barathamanickam; Hilton’s Kieran Bestall; Melwa Hotels & Resorts’ Ranjith Bandara; Hilton’s William Costley; Melwa Hotels & Resorts’ P P Murganandhan, P P Anandharajah and P P Devaraj 

Guy Phillips, senior vice president, development – Asia & Australasia, Hilton, said: “Our hotels are strategically located in the heart of key tourist destinations of Kandy, Yala, Kosgoda, Nuwara-Eliya, Colombo and Negombo, allowing them to reap the full benefits of the burgeoning growth in tourism in Sri Lanka,”

Sean Wooden, Hilton’s vice president, brand management, Asia-Pacific, added: “With few international hotel brands having a widespread presence throughout the country, Hilton will enjoy the first mover advantage in riding on Sri Lanka’s growth trajectory.”

In 2016, the total international arrivals to Sri Lanka hit a new milestone of more than two million – a 14 per cent increase from 2015.

India eases e-visa rules, adds two new categories

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The Indian government has from April 1 eased visa regulations, allowing tourists coming into the country on e-visa to stay for up to two months instead one and double-entry benefits. Furthermore, the window for e-visa application is now extended from the earlier 30 days to 120 days.

As well, new medical and business categories are added to the e-visa facility, and are given triple- and double-entry benefits respectively.

Reactions to the relaxed regulations have been positive, as the trade has been demanding a more robust e-visa regime to enhance convenience for international tourists availing the facility.

Arun Anand, managing director, Midtown Travels, said: “The earlier e-visa facility only allowed single entry, which was a bottleneck for tourists keen to combine their visits to India with neighbouring destinations. Though a multiple-entry e-visa would be ideal, at least a double-entry e-visa will allow us to suggest the facility to clients looking to visit neighbouring countries as well.”

While Lally Mathews, honorary secretary, Indian Association of Tour Operators, thinks it’s too early to speculate if the new move will increase inbound arrivals, it is nevertheless beneficial that travellers can “now apply for an e-visa well in advance to make the most out of competitive airfares”.

At present, e-visas are only available for nationals of 161 countries for entry through 24 airports and three ports – Cochin, Goa and Mangalore. Authorities are looking to extend the e-visa facility at the ports of Mumbai and Chennai to promote cruise tourism.

Spykerman takes over from Jegge at Worldhotels

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Christina Spykerman has taken over the role of executive vice president Asia-Pacific of Worldhotels from Roland Jegge, who has decided to have some ‘me’ time and will return to the company to focus on hotel development after his sabbatical.

Jegge will supplement Worldhotels’ director hotel development James Koh as “we didn’t want to lose Roland and he didn’t want to leave us completely”, said Worldhotels’ new CEO, Geoff Andrew, interviewed on the sidelines of the International Hotel Investment Forum in Berlin last month.


Christina Spykerman

Jegge was instrumental in establishing Worldhotels in the region and has been with the company for 25 years, with Spykerman as his number two for most of the years.

Worldhotels was recently acquired by Associated Luxury Hotels International, a move Andrew believes will strengthen Worldhotels’ offerings at a time when hotel representation companies face huge challenges, including industry consolidation, chains’ encroachment into their territory, OTAs’ dominance and the rise of sharing economy.

– Read the full interview, TTG Asia, soon

Montara presents a new poshtel vision

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Thailand’s Montara Hospitality Group – known in the luxury market for its Trisara resort in Phuket – has set up a separate company, Heritage Stay, to turn heritage buildings into posh hostels or poshtels.

The new company is a joint venture with an experienced hand at poshtels, Chittipan Srikasikorn, who was business development director at Lub d, part of Thailand’s Narai Hotel Group that operates modern hostels in Bangkok and Phuket.

Poshtels generally are design-, technology- and social-led, their growing popularity driven by travellers who desire local colour and interaction, not necessarily just budget accommodation. The trend started in Europe with brands such as Generator, which change the idea of hostels as cheap and dirty with their smart looks and a full social programme that brings guests together.

Heritage Stay adds a new twist. Its first project is a conversion of one of Asia’s oldest movie theatres, Prince’s Cinema in Bangkok’s Bang Rak district, near Shangri-La Hotel, into a poshtel. Abandoned for years, the building is under the purview of the Thai Treasury; Heritage Stay has obtained a 10-year lease with an option to renew, according to Montara chief commercial officer, Kittisak Pattamasaevi.

The cinema is now being renovated into a theatre-inspired poshtel with around 100 beds. There will be private suites and ladies rooms, and the maximum number of beds per room will be eight, although each guest will have his/her privacy in a way that keeps to the them – theatre curtains in this instance.

“We’re looking at the top-end of hostel offerings, targeting an average rate of 600 baht (US$17) to 700 baht per night per bed,” said Kittisak. “We expect a high turnover due to the great location, the concept and our focus on key essentials such as security.”

The idea to turn heritage buildings into poshtels stems from his father’s love for old buildings. The Pattamasaevi family, which established Montara, has preserved buildings in Lampang as a library, art and exhibition centre.

Chittipan, who is managing director of Heritage Stay, said the company is looking to acquire or lease not just heritage buildings in Thailand but South-east Asia.

When asked how differently he would do poshtels from his previous company, he said: “The Lub d brand has a sense of fun, is social and vibrant. Heritage Stay will be more focused on local authentic experiences – we have tons of stories about the property and destination – and more social engagement. We want to be a smart host as we know travellers today don’t travel only for fun.”

Heritage Stay is targeting for 1,000 beds by 2019.

New executive director for JNTO Sydney

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Japan National Tourism Organization (JNTO) Sydney Office has welcomed new executive director Kana Wakabayashi, replacing Mariko Tatsumi.

Wakabayashi, who hails from JNTO’s head office in Japan, has moved from Tokyo to Sydney to take up her second overseas posting.


Kana Wakabayashi

With a background of over 15 years promoting Japan as an inbound destination, Wakabayashi brings vast experience and in-depth knowledge. She will work closely with her team and local partners on JNTO Sydney’s marketing activities to drive more tourism to Japan, to help meet the Japanese government’s target of 40 million overseas visitors by 2020.

Sky clear but prospects muddled for Chiang Mai

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The annual smog that blankets northern Thailand due to slash-and-burn agriculture in the months of March and April is less severe this year, which should give tourism operators in Chiang Mai cause for optimism but other factors weigh on their business outlook.

Chalinee Rojanaboontham, e-commerce manager at Dusit Princess Chiang Mai, said the hotel is not affected by the smog but occupancy for the Songkran holiday is still not full. Room occupancy on April 13-14 has reached 80 per cent but dips to only 50 per cent on April 15.


Wat Phra That Doi Suthep 

Part of the reason, according to Chalinee, is that this period is a low season for Chiang Mai, unlike the peak season from late November to February.

While the smog impacts other northern provinces and rural areas of Chiang Mai, neither Chiang Mai’s downtown nor Standard Tour’s business is affected, said the company’s spokesperson Ampha Chanawat.

However, the Chiang Mai-based tour operator, whose main clientele is Chinese, has saw a decline in Chinese business following the zero-fee tour clampdown as some customers switched to Vietnam instead.

As well, a Chiang Mai Tour Center staff told TTG Asia that the smog is a lesser concern but the agency has not seen much business from foreign tourists, resulting in a loss of revenue. The company plans to compensate for the loss by launching tours to target the domestic market instead.