Online GDS training tool for agents goes live

June 3, 2016

GDS Genie, the world’s first online resource dedicated to GDS training, is now accessible.

The portal offers proficiency in three of the world’s largest GDSs, namely Galileo, Amadeus and Sabre.

Across all three systems, 40-hour introductory sessions cost 199 pounds (US$286) while the 120-hour professional sessions cost 229 pounds. Various other refresher courses and specialised training are also available.

Fees are inclusive of examination and certification.

“A career in travel is much sought-after and many jobs are advertised asking for GDS experience, but it’s not easy to get official training from GDS companies unless you already work in travel; it’s a Catch-22 situation,” said managing director of GDS Genie, Bruce Martin, who has been in travel recruitment and training for over a decade.

GDS Genie is being launched alongside two distribution partners, social media strategy firm Ginger Juice, which was founded by Martin, and travel trade e-learning platform Online Travel Academy.

Corporates spur demand aboard United’s first direct Singapore service

By Caroline Boey

June 3, 2016

BUSINESS travellers and FITs are driving demand on United Airlines’ direct Singapore-San Francisco service, the only non-stop air link between Singapore and the US since Singapore Airlines suspended their direct services to New York and Los Angeles in 2013.

The inaugural flight departed from San Francisco International Airport on June 1 and touched down in Changi International Airport this morning. Its first flight from Singapore also took off earlier today and will land in San Francisco at 09.15 the same day.

Asked why the carrier is offering the service now, Laurence Chin, country manager Singapore and offline sales, United Airlines, said: “It is important for us from a business and strategic perspective, and we can do it because of the 787-900 Dreamliner aircraft that we have recently received with the capability of doing this in a profitable manner.”

He added: “We know this product is what customers want because they have told us as such and we are comfortable with the numbers so far from both the business and leisure side of things. In fact, passenger load has exceeded our projections.”

According to travel agents in Singapore, corporates are especially keen on the service given the four hours saved by taking the direct route. Previously, Singapore travellers needed to transit at Tokyo or Hong Kong.

Jane Chang, spokesperson for Chan Brothers Travel, said the time saving is a clear advantage, especially for corporate travellers.

There was also strong FIT response on economy seats during a recent three-day sale. “During the promotional period, the under S$1,000 (US$724) air fares were attractive in comparison to other indirect flights to San Francisco traditionally priced between S$1,300 and S$1,500,” said Chang.

However, she also observed that some leisure travellers may prefer a transit to break the long commute from Singapore to the US.

But even as United ceased services between Singapore and Tokyo as of June 2, Chin argues that it’s all about giving customers more options.

“Before, they have to fly via Narita or Hong Kong to San Francisco. Now, they have the option to fly direct and save four hours. For those who still want to go via Narita or Hong Kong, that is still available too through our joint venture with All Nippon Airways,” he said.

Strong interest for the flight have been garnered from firms in the technology, finance and pharmaceutical sectors, added Chin, stating that corporate clients have always been strong supporters of United’s offerings, and the Singapore-San Francisco service is no exception.

Dynasty Travel is also seeing an uptake especially on business class seats by corporates.

Alicia Seah, spokesperson for Dynasty Travel, said: “For corporate clients entitled to travel in business class for flights longer than seven hours, United’s BusinessFirst is selling the best (compared to Economy Plus and Economy).”

Seah also noted that United’s new service in economy class is about 20 per cent to 30 per cent cheaper compared to SIA, depending on travel dates and timings.

She further added that Singapore’s position as a regional air traffic hub means “demand can also derive from Indonesia, Malaysia, Myanmar and Vietnam”.

When asked if SIA’s plan to revive direct flights to the US in the near future is a threat, Chin said: “We welcome competition because we believe that by having good, robust and fair competition, everybody benefits. The consumer obviously benefits and we benefit by being forced to come up with better products to compete effectively.”

Additional reporting from Dannon Har

Travel industry sees wave of interest in messaging chatbots

By Dannon Har

June 3, 2016

WITHOUT the lambaste and fanfare often associated with new technological trends, chatbots have crept their way into social messaging applications and are being used by travel companies to engage with their customers.

Skyscanner made known this week that users can now search for flights or get destination inspiration conversationally via Facebook Messenger, the first metasearch engine to implement such technology.

The chatbot is powered by several internal components, such as its flights API data and machine learning of user search trends. For instance, users can simply type “not sure” when the chatbot asks where they wish to go, and suggestions given will be tailored to each user based on what the bot knows about that person.

“The messaging economy and conversational search are areas which we believe are incredibly important evolutionary features for the travel industry. It has been a top priority for us to take a pioneering approach when it comes to building a bot for Facebook Messenger,” said Filip Filipov, director of B2B at Skyscanner.

“We want to make travel search as easily accessible as possible, and believe that the launch of our Messenger bot will allow more people to search for their travel in a fun and informative way.”

Explaining why this is taking off in the travel space, Fergal Kelly, chief commercial officer at Mobile Travel Technologies (MTT), told TTG Asia e-Daily during the sidelines of Travelport LIVE APAC Customer Conference 2016: “The first instinct (for many people) these days is to text. It’s how they interact with each other and it’s how they expect to manage and sort out their lives. What chatbots are simply doing is allow them to interact that way.

“(Even as social technologies evolve), people still want to be treated like a human, an individual customer. Chatbots come as an efficient way of servicing this need compared to (having someone) take a call, for example.”

Meanwhile, hotel operators such as Onyx Hospitality, with brands like Amari Hotels and Resorts and Ozo under their belt, have integrated chatbots with their property management systems, offering guests round-the-clock automated chat services with the hotel.

They take a blended approach however, with chatbots replying automatically to customers while at the same time allowing the option for hotel staff to also conduct “real” chats via the integrated system developed by Hong Kong-based hospitality solutions provider StayPlease.

Said founder and CEO of StayPlease, Alan Sun: “Guests can choose to interact through visual interfaces (on the chat apps) to request service amenities, but they can also simply type it out (like having a) normal conversation.”

Hotel customers of StayPlease are currently offered integrated solutions on an array of social chat apps, including WeChat, Whatsapp, Line, Facebook Messenger, Skype and Telegram. Services that guests can request via chat range from room upgrades to in-room dining as well as car, spa and restaurant bookings.

On the airline front, KLM Royal Dutch Airlines is a pioneer, offering real-time 24/7 social media interaction as a service with their customers since 2009. They don’t use chatbots at all however, preferring instead to hire a dedicated team of over 200 service agents.

But the big idea remains the same and they have even taken this a step further as of end-March this year.

Via Facebook Messenger, customers can check booking and check-in details, as well as be given boarding pass and flight status updates, the only airline to do so. Passengers can also contact KLM’s social media service agents directly on the same platform.

“We believe we should be where our customers are,” said Pieter Elbers, president and CEO of KLM.

“Our customers feel comfortable sharing info with us via a more personal platform like Messenger. Last year, we activated the Messenger button on our Facebook page, allowing customers to contact KLM even more directly via private messaging. Cases increased by 40 per cent, which shows customers appreciate this form of communication.”

Kelly observes that this is a positive move by brands to better cater to customer needs.

He said: “What we are seeing is a call to action in travel, like in any other industry, to build a relationship where customers already are, whether it’s Whatsapp, WeChat or Facebook Messenger. The brand has to follow.”

Still, “it is very early days so it’s not yet possible to see what the impact is”, he warns, advising that “(as such apps proliferate), it is important to find the balance between interaction and irritation.”

When asked if Kelly’s customers at MTT, which include the likes of Singapore Airlines and BCD Travel, and recently Etihad Airways, are looking into this, he said: “Yes, everybody is looking at it right now and it’s a very current topic.”

[SPONSORED POST] Finding the Lowest Hotel Rates

By TTG Asia

June 2, 2016

Individual corporate travelers do not always possess an overall view of the travel volume generated by all their colleagues. Finding a one – off cheap rate doesn’t help companies consolidate volumes, neither does it gain negotiation power with hotels. With increased transparency and knowledge of public rates through the Online Travel Agencies and price comparison websites, corporate buyers today have trouble distinguishing between the different hotel pricing options available. The availability of free information also means that travelers may see low non – refundable saver rates on a hotel’s website and compare them to fully flexible rates negotiated by the company.

Corporates require the best of both worlds – a choice of hotels to meet travelers’ needs at the lowest price, bearing in mind booking conditions. Effective rate negotiation is as much about choice as price; the mix of rates available is determined by the corporate’s choices. The lowest rate may not be the most cost effective rate, as negotiated rates often include airport or local transportation, breakfast, Internet, parking and other amenities. Corporate buyers no longer need to choose between dynamic and fixed price models when it comes to finding the lowest hotel rates. Neither do procurement managers need to invest the time to create a hybrid model. In order to leverage the best value, HRS, the leading hotel solutions provider, has a few key pieces of advice for buyers:

The key driver in any hotel rate negotiation is occupancy. Volumes can be leveraged to source and shortlist hotels that meet the corporates quality and location requirements – as well as price objectives. Develop an understanding of the day of week, location and seasonality patterns in order to take advantage of the available rate types.

The cost of amending or cancelling a booking should also be factored into the negotiation. HRS estimates that one in six corporate bookings are cancelled or changed. The incremental cost to the corporate could be as much as 100% of the first night’s stay.

The dynamic nature of hotel rates means that price does not necessarily equate to quality. It does not always follow that a better quality of hotel should cost more. New hotels are generally more prepared to offer lower rates because they need to ‘lock in’ corporate business and have the flexibility to do so.

corporate.hrs.com/sg

salesapac@hrs.com

+65 6580 2828

@HRS_AsiaPac

HRS Global Hotel Solutions

Singapore to develop 126-hectare eco-tourism hub

By TTG Asia

June 2, 2016

Concept art of the new Rainforest Park

SINGAPORE will be home to a 126ha wildlife and nature precinct dedicated to eco-tourism come 2023.

The space in development, situated just outside the Central Catchment Nature Reserve in Mandai, is currently home to the Singapore Zoo, Night Safari and River Safari.

The plan is for two more wildlife parks to join its ranks – a brand-new Rainforest Park and the Bird Park, which will relocate from its current space in Jurong. Eco-friendly accommodations are also in the works.

Visitors will be able to stroll on aerial walkways at the 12.5ha Rainforest Park, or relax in pods and watch birds take flight in nine aviaries that feature different landscapes at the 17ha Bird Park. The precinct’s surrounds will also boast nature trails, boardwalks, gardens, waterways and playgrounds.

The main hub area will feature an indoor nature-themed education centre and hold exhibitions aimed at raising awareness and appreciation for the region’s biodiversity and natural heritage.

“Visitors have asked for more novel, engaging and immersive experiences and we hope the new Mandai nature precinct will provide all that and more,” said Mike Barclay, group CEO of Mandai Safari Park Holdings.

“We are also mindful of the need to provide appealing public spaces so that everyone can enjoy the beauty of the Mandai nature precinct.”

The new developments at Mandai are slated to be completed in phases from 2020 onwards.

[Sponsored Post] Bali welcomes first Hilton Garden Inn

By TTG Asia

June 2, 2016

New Hilton Garden Inn Bali – Ngurah Rai Airport is the Gateway to Bali’s Plethora of Attractions

Only 500 meters away from the island’s international airport, Hilton Garden Inn Bali – Ngurah Rai Airport is situated at a prime location to offer travelers a great launch pad to discover Bali from the moment of arrival. Conveniently located at Jalan Ngurah Rai Airport, the hotel is approximately five kilometers’ drive away from the well-known Kuta beach precinct, which boasts a wide array of retail, dining and entertainment options. Hotel guests arriving from the airport can expediently check in and immediately head out to Kuta, and the other famous enclaves such as Ubud, Nusa Dua and Seminyak, to explore the beauty of Bali.

Guests can dine on-property at The Garden Grille and Bar®, which offers a full cooked-to-order breakfast and dinner, cocktails*, and evening room service. The Pavilion Pantry® is open 24 hours and features a complete selection of salty snacks, sweet treats, cold beverages, and ready-to-cook meals.

Outfitting to business purposes and MICE, the hotel also features a total of six small- to medium-sized meeting rooms, one multi-function hall, and one ballroom. Hilton Garden Inn guests will see why Life’s Better at the Garden™ through amenities and services offered at each location, including complimentary Wi-Fi throughout the hotel, 24-hour business center with Print Spots™ remote printing, a state-of-the-art fitness center, a bar and an outdoor pool.

The award-winning Hilton Garden Inn hotel brand provides guests with upscale accommodations and the modern amenities needed for a successful and comfortable experience for both business and leisure guests. The satisfaction promise affirms that Hilton Garden Inn will to do whatever it takes to ensure every guest is satisfied, or they don’t pay. You can count on us. Guaranteed™.

All 291 guest rooms boast the brand’s signature bedding featuring fresh, white duvets and crisp linens; a spacious and clutter-free work desk with an ergonomic desk chair; and an in-room “hospitality center” with a mini fridge and coffee/tea maker.

The hotel participates in Hilton HHonors®, the only hotel loyalty program that allows members to earn Points & Miles® on the same stay and No Blackout Dates on reward stays. To celebrate the hotel’s opening, Hilton HHonors members will receive Double Points per stay on the best available rate through stays completed between May 1 and July 31, 2016. HHonors members always get the lowest price with its Best Price Guarantee, along with HHonors Points, free Wi-Fi, digital check-in and no booking fees only when they book directly through Hilton.

Hilton Garden Inn Bali – Ngurah Rai Airport is located at Jl. Airport Ngurah Rai No.7, Kuta, Bali, Indonesia. For more information or to make reservations, please contact the hotel via +62 361 8976100 or visit Hilton Garden Inn Bali – Ngurah Rai Airport.

Read more about Hilton Garden Inn at www.hgi.com and www.news.hgi.com.

Online marketplace for MATTA members goes live

By S Puvaneswary

June 2, 2016

Screenshot of matta.travel

THE Malaysia Association of Tour and Travel Agents (MATTA) is urging its members to sell their packages on matta.travel, the association’s newly-launched B2C online marketplace.

Having gone live yesterday, the portal currently has more than 340 domestic packages submitted by more than 100 members and is the largest travel package portal in the world, according to Rohizam Md Yusoff, deputy president at MATTA.

Features of the portal include subsections for outbound packages, halal tours, Umrah (pilgrimage to Mecca that can be undertaken any time of the year) and special needs.

Rohizam, who is also CEO of Creative Advances Technology, the company that developed the portal, said: “We are targeting 700 packages to be online by this year-end.”

The number he quoted isn’t far-fetched considering that MATTA has 3,200 members.

“MATTA will promote the site locally, regionally and globally as well as actively use it during MATTA fairs,” said Hamzah Rahmat, president of MATTA.

Creation of the portal is MATTA’s way of offering opportunities for members to sell their products online, while at the same time eliminating unlicensed operators, as only MATTA members are allowed access to sell.

Switzerland opens nine more visa application centres in China

By Raini Hamdi

June 2, 2016

Siro Barino, managing director, Swiss Deluxe Hotels

SWISS exhibitors at ILTM Asia are flaunting a circular that gives them a further boost in the China market – nine more Visa Application Centres (VACs) in mainland China will be operational by mid-July, while a portable biometric visa service which is under trial will make it even easier for Chinese to apply for a Swiss Schengen visa.

Currently, visas can be applied for at six VACs in Beijing, Chengdu, Guangzhou, Shanghai, Shenyang and Wuhan. The nine new centres will be in Changsha, Chongqing, Fuzhou, Hangzhou, Jinan, Kunming, Nanjing, Shenzhen and Xi’an.

Further, TTG Asia e-Daily understands that the portable biometric visa service will see an officer going to tour operators, MICE planners, corporates and end-consumers in cities without a VAC to collect the biometric fingerprints of passengers. This is being tested with selected travel trade partners, with details such as cost and timing to be communicated in the coming weeks.

Swiss Deluxe Hotels, which comprises 41 luxury hotels in Switzerland, expects more guests from China, a market that has grown 20-30 per cent in the last seven years and now numbers around 1.5 million travellers a year, according to managing director Siro Barino.

Barino said: “More VACs will help, but the main reason why the market will grow in the next 10 years is because the wealthy Chinese are switching from spending on luxury items such as buying watches when they are in Switzerland, to spending on travel itself. They want to get to know the destination in more in-depth ways, i.e., travel becomes the reason itself.

“This mega trend is normal. The first generation travels to see a destination. The second travels to see the details of the destination, with the possibility of returning two or three times.”

China is now one of the top five international markets for Swiss Deluxe Hotels, accounting for six per cent of their business. Asian markets too have grown (except for Japan which dipped because of its economy) and now contributes eight to 10 per cent of business, said Barino.

Mark Jacob, managing director of the ultra-luxe Dolder Grand Zurich, said: “More VACs will help for sure. The easier it is, the fewer obstacles there are in their way, the more likely travellers will choose the destination.

“We’re also seeing changing Chinese customers who are younger – the second generation who travel as a couple or with friends and stay three or four nights in one location because they are interested in fine dining, learning about the art collection at the hotel, interacting with local people, and such. They are more immersive and we’re able to cater to this changing clientele.”

Victor Xu, sales director China for several Swiss attractions including Chronoswiss and Lake Lucerne, is pleased with the news as he said this year was looking flat after last year’s 40 per cent growth from China. He attributed this to the slowdown in China’s economy.

“On the other hand, Switzerland is seen as safe and now, getting a visa will be so much easier,” said Xu.

Vietjet flies from Ho Chi Minh City to Kuala Lumpur

By TTG Asia

June 2, 2016

VIETJET yesterday launched its inaugural Ho Chi Minh City-Kuala Lumpur daily service, taking off from Tan Son Nhat International Airport at 9.30 and arriving in Kuala Lumpur International Airport at 12.25.

The return flight will depart at 13.00 and arrive in Vietnam at 13.55. Each leg of the route takes approximately an hour and 55 minutes to complete.

Vietjet currently also offers twice-daily flights from Singapore to Ho Chi Minh City. Other international routes include Bangkok, Siem Reap, Taipei, Yangon and Seoul.

Michelin Guide Singapore to debut in July

By Rachel AJ Lee

June 2, 2016

SINGAPORE’s first Michelin guide will be released on July 21, cementing the city-state’s honour of being the first and only country in South-east Asia to be covered by the guide.

Inspection was completed in 2015 by anonymous Michelin inspectors who selected establishments according to five criteria – quality of ingredients used, mastery of cooking techniques and flavours, projection of the chef’s personality in his cuisine, value for money and consistency, both over time and across the entire menu. Factors such as place, décor, service and facilities were not considered.

Michelle Ling, programme director of Michelin Guide Singapore, was tight-lipped about the number of inspectors and the number of eateries that were reviewed, but TTG Asia understands that everything under the F&B categorisation – such as hawkers – are included in the Michelin Guide.

The awards ceremony will also be held on July 21, at Resorts World Sentosa. The ceremony will see the presentation of stars to restaurants in Singapore for 2016, and Michael Ellis, international director of Michelin Guides, will be in attendance.

This is the first time the awards ceremony will be held in conjunction with a gala dinner, and it is also the first time the event is open to the public. Organised by Robert Parker Wine Advocate (RPWA), the dinner menu will be prepared by Joël Robuchon and a few local chefs who have earned a mention in the guide.

On the relationship between RPWA and Michelin, Ling said: “Michelin are the inspectors who taste the food, give the rating, produce the book and bring the guide to Singapore. RPWA organises the events thereafter, and we are also behind the website.”

The website is an English-language web portal which was launched by the 100-year-old brand in collaboration with RPWA and the Singapore Tourism Board.

Ling added: “We would like to make the Michelin Guide Singapore an ongoing process throughout the whole year rather than having just the events on July 21, and you’d have to wait a whole year before the Michelin Guide is published again.”

Other post-launch activities include the world’s first trade seminar hosted by Ellis on July 22 for 100 Singapore-based chefs, restaurateurs and hoteliers in the F&B industry, an International Chef Showcase and a Local Chef Showcase.