[PERSPECTIVES] Duty of Care: An expectation, not an exception

June 2, 2016

Today’s global organisations have a large number of employees working as international assignees, expatriates and business travellers. Employees who travel across borders often find themselves in unfamiliar environments and situations, subject to increased risks and threats, and less prepared to handle these situations than if they were in their home country.

As a result, employers carry an increased “Duty of Care” obligation to protect their employees from these unfamiliar – yet often foreseeable – risks and threats.

Prevention is key
In an ever-changing and volatile world, the growing focus is clearly on prevention and risk mitigation. Our statistics have shown a positive trend of an emerging risk management culture where risks are managed efficiently and effectively. A recent study by International SOS Foundation also showed that there are tangible commercial incentives to investing in preventive programmes.

It is evident that corporate meeting planners can no longer ignore the importance of having a robust business continuity plan to ensure the safety of their attendees, and they must take proactive steps to minimise and avoid costly emergencies and evacuations.

For them, being able to identify a suitable business event destination based on a sound understanding of the health and security risks of the destination is crucial. Preparation – including a risk assessment, education and health check programmes – will reduce the need for intervention during and after travel. In the case of an emergency, in addition to taking certain precautions, the onus lies on corporate meeting planners to make sound decisions as to whether or not an event should be cancelled.

Medical and travel security risks can easily escalate at short notice during a crisis or evolving situation. The bombing incidents in Bangkok and Jakarta last year were painful reminders that one could easily become a victim of an attack even in urban – and typically perceived as safe – areas. In such time-critical situations, having access to up-to-date intelligence and actionable advice from a trusted source are absolutely critical for corporate meeting planners to assess whether or not to proceed with an event.

To better prepare corporate planners, we advise the following top 5 action tips towards assessing risk and preparing for emergency situations on the ground:

1. Identify specific health and security risks at event location
2. Ensure event delegates are prepared for the trip – this can be in the form of either pre-travel briefings or sending notifications that includes relevant medical, security and itinerary details
3. Set up an online platform hosting critical information about the destination country and make it easily accessible for delegates and/or business travellers
4. Ensure first aid kits (or stations) and evacuation routes/plans are in place in case of emergency
5. Have a reliable partner, with the necessary medical and security expertise, to support you on the ground

As international travel continues to be an inevitable part of global meetings and conventions, corporate meeting planners need to manage their duty of care responsibilities by strengthening their capability to protect the health and safety of delegates. Our call is for corporate meeting planners to step out of their day-to-day mind-set and think about the success of events at a broader level, which includes delegate welfare. Beyond the delivery of a grand event to your guests, true success also hinges on the organiser’s security, safety and crisis management capabilities.

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Philippe Guibert is the Regional Medical Director, Consulting Services, Asia at International SOS, integrating a risk management framework into an organisation’s broader policies through education, information, preparation and prevention.

International SOS is the world’s leading medical and travel security risk services company, pioneering a range of preventive programmes and delivering unrivalled emergency assistance during critical illness, accident or civil unrest. www.internationalsos.com

Article by Philippe Guibert.

New Genting Dream cruise to cater to MICE groups

By S Puvaneswary

June 2, 2016

Genting Dream

GENTING Hong Kong is launching Dream Cruises, a new product line targeted at the luxury MICE and leisure segments, and deemed as Asia’s first luxury cruise line.

It’s first ship, Genting Dream, is currently undergoing outfitting by shipbuilders in Meyer Werft, Germany, and will arrive in Singapore on November 4 to offer a two-night cruise, followed by a six-night itinerary to Hong Kong.

Thatcher Brown, president of Dream Cruises, said the luxury cruise ship will homeported in Guangzhou after that, from November 18 to March 26, 2017, offering two- and five-night itineraries.

Michael Goh, senior vice president of Dream Cruises, said he is targeting a guest mix of 40 per cent MICE travellers and 60 per cent leisure travellers from source markets such as China, India, Japan, South Korea, Taiwan, Indonesia, Malaysia, Singapore and Indonesia.

He added: “MICE groups in China are usually large groups of 500 people or more. Groups from South-east Asia are usually smaller, between 50 and 300 pax.”

The ship’s Zodiac Theatre can comfortably accommodate 1000 people.

Made for Chinese

By Raini Hamdi

June 1, 2016

A fleet of new ships built specifically for Chinese cruise passengers is starting to come out of the docks and sail to their new homeports in China and how they are different

MSC LIRICA
Debut: May 2016

“China is a market that many different cruise lines are looking at and investing in. We expect to see continued double-digit growth in the market over the coming years.”
– Achille Staiano, head of commercial services, MSC Cruises

MSC Cruises’ first ship reconfigured for the China market, MSC Lirica, set sail for her maiden voyage on May 1 with predominantly domestic Chinese guests and a cruise itinerary around China, South Korea and Japan.

A majority of the cruises are three to four nights in duration, however longer voyages of up to nine nights will start in January next year.

“For a number of years we have been gathering insights into the Chinese cruise market and working with partners on the ground to fully understand the specific needs of Chinese guests. Using these insights, we have completely overhauled one of our ships, MSC Lirica, to meet the needs of the Chinese home market,” said Achille Staiano, head of commercial services, MSC Cruises.

“Paying particular attention to the differences in cultures and values, we modified a number of aspects of ship life to ensure that every guest receives our best-in-class service and a memorable experience.”

Three examples include:
altering the dining options on board, tailoring them for Chinese tastebuds, including the introduction of a partnership with world-renowned chef Jereme Leung.

“This means that we are able to bring an excellent mix of cuisines to guests, including traditional Asian experiences, as well as a range of refined international dining opportunities,” said Staiano.

introducing its first-ever cruise ambassador scheme on board, where staff have been trained by native service providers in order to pass on specific Chinese service customs.

“We recruited local staff specifically for MSC Lirica,” said Staiano. “Over 80 per cent of staff on board are Mandarin-speaking, offering specific and expert advice to guests in their native language.”

changing the shopping experience onboard, reflecting the popularity of European brands with Chinese guests.

“China is a market which is of great interest to us. We already work with partners that cater to Chinese guests wishing to experience our offerings in the Mediterranean, Europe and the Americas. We are very excited to have launched, in partnership with CAISSA Touristic, our China-dedicated product which made its maiden voyage at the beginning of this month,” said Staiano.

GENTING DREAM
Debut: November 2016

“The number of Chinese and Asian cruise vacationers has grown substantially over the past few years and these passengers have developed a more sophisticated understanding of cruise products; they are better able to appreciate the value of a luxury brand such as Dream Cruises.”
– Thatcher Brown, president, Dream Cruises

The first ship under Genting Hong Kong’s new cruise brand, Dream Cruises, will set sail on November 13, offering two-, five- and seven-night coastal China and Vietnam cruises from Guangzhou. With a capacity of around 3,400 passengers, the 150,000-ton Genting Dream marks a new chapter in Asian cruising.

Dream Cruises’ president, Thatcher Brown, explained: “Currently, the majority of ships with homeports in China are mainly targeting the mass-market consumers with the occasional seasonal premium ship deployment in this region. With Dream Cruises, we are proud and excited to be the first-ever Asian luxury cruise line that specifically caters to the large and rapidly-growing premium market in China and Asia with a purpose-built new ship, exclusively for this market and that is homeported in Asia.”

When asked why Dream Cruises won’t be on a collision course with sisters Crystal Cruises and Star Cruises, Brown said they were all positioned differently – Crystal for the international luxury market, Dream for the Asian luxury market and Star for the contemporary segment.

“Star Cruises currently services the region with a well-established fleet of contemporary ships and we felt that it was time to create a completely new and distinct brand with a singular vision to cater to the Asian luxury segment to service the burgeoning middle and affluent classes in China and the region,” he said.

Agents can expect Dream to combine the history and expertise of the six-star Crystal and the Asian hospitality of Star, he added. There will also be the right balance between international elements with the product customisation for the China and Asian market.

Highlights of Genting Dream include a VIP-only Dream Mansion with 142 suites and access to a private sundeck with pools, Jacuzzi, a private gym and a private dining room.

The ship also boasts 100 connecting rooms for family and larger group vacations, 35 restaurant and bar concepts, a 610m-wraparound promenade for dramatic seaside dining and lounging, and a plethora of recreational features including six water slides, a rock-climbing wall, mahjong room and mini-golf.

MAJESTIC PRINCESS
Debut: Summer 2017

“We believe there is a strong demand for a locally-based premium cruise product that is offered by an international cruise line, with experiences custom-designed for travellers from China.”
– Tony Kaufman, executive vice president international operations, Princess Cruises

Princess Cruises’ first ship built and designed specifically for the China market, Majestic Princess, will set sail on her maiden season voyage in summer 2017 from her homeport in Shanghai for year-round cruising to Japan and South Korea.

For China’s international travellers, Princess Cruises would continue to tailor itinerary lengths to their needs, explore new ports and take these travellers on fly-cruise voyages in Alaska, Australia, New Zealand and Europe, said the line’s executive vice president international operations, Tony Kaufman.

When asked how different Majestic Princess would be from other ships, Kaufman said it would have many of the well-received features of her sister ships, Royal Princess and Regal Princess, including a dramatic multistorey atrium serving as the social hub; an over-the-ocean SeaWalk, a top-deck glass-bottomed walkway extending eight metres beyond the edge of the ship; and a special Chef’s Table Lumiere, a private dining experience that surrounds diners in a curtain of light.

However, while it caters to Chinese travellers’ desire for international experiences – flavours from around the world, warm and gracious service, entertainers sourced from Hollywood, etc – there will be “a number of new onboard venues and experiences designed specifically to satisfy what’s important to Chinese travellers, the details of which will be revealed in the coming months”, said Kaufman.

The ship will debut a new livery featuring Princess’ logo that will be rolled out fleet wide.

Befitting her dedication to the Chinese market, the ship will carry a Chinese name on the hull that suggests ‘grand world’ or ‘grand spirit’.

The 143,000-ton vessel has a capacity for 3,560 guests. It reached a construction milestone when it was ‘floated out’ of its building dock at the Fincantieri shipyard in Monfalcone, Italy, and met ocean water for the first time.

As for the competition with sister Costa Cruises, which is also fielding purpose-built ships for China, Kaufman said there was a market for both.

“The products on Costa and Princess are very different. Princess is a premium international brand focused on bringing its experience of providing cruise vacations throughout the world to the Chinese passengers, allowing them to enjoy food, service and entertainment from all over the world and making them feel special. Costa is an Italian brand and brings its authentic Italy at Sea product to its passengers. Chinese travellers are seeking differentiated services and unique experiences,” he explained.

NORWEGIAN JOY
Debut: 2H2017

“Cruise passengers, whether (they are) from North
America, Europe or Australia, have their own unique preferences. China is no different.”
– David Herrera, president, Norwegian Cruise Line Holdings China

Norwegian Cruise Line (NCL) will debut its China-centric ship, Norwegian Joy, in 2H2017. It will be homeported in Shanghai year-round and, following a short season in Tianjin in August and September, sailings will be predominantly four- and five-night cruises to Japanese and South Korean ports with some three- and six- night cruises as well.

The ship has a capacity of 4,200 passengers and is the second of NCL’s Breakaway Plus class ships.

When asked how it’s custom-designed for Chinese passengers, David Herrera, president, NCL China, gave the following examples: “Chinese guests travel more often in multi-generational family groups than (Americans), therefore we have added new family cabins with multiple sleeping areas and a shared common area so families can travel together while still having some privacy.

“Clearly the dining options and venues have been made with the Chinese passengers in mind as well as the multiple new entertainment shows. Other key differences on Norwegian Joy will include Mandarin-speaking crew in all passenger-facing roles, and signage predominantly in Chinese characters. This ship is being made for our highly valued guests to know we did not simply modify an existing vessel, but designed it especially for the Chinese market. We wanted our first entrant into China to be the ship that Chinese VIPs deserve.”

He added that the line’s goal was to make every ship a little bit better than the previous one.

“In the same way that Norwegian Escape took the best aspects of the Getaway and Breakaway before her and improved the experience for our guests, Norwegian Joy continues this trend,” said Herrera.

The launch of Norwegian Joy is key to NCL’s return to Asia this year after a 13-year hiatus.

“We think that by giving Chinese cruise passengers the ability to experience our premium product from a ship homeported in Shanghai or Tianjin, it will make a repeat customer interested in cruising with NCL again,” said Herrera, adding that NCL has designed programmes specifically for Chinese guests on its ships in Europe, Alaska and Hawaii that include special pricing, language skills and menu options.

“We are excited about both homeport and fly-cruise China business potential,” he said.

COSTA ASIA
Debut: 2019/2020

“The new order will allow us to continue to significantly build the Chinese cruise market, which will become the second largest in the world at the end of the decade.”
– Michael Thamm, CEO, Costa Group

Costa Asia did not reply to TTG Asia’s queries by press time about its vision and strategies for China purpose-built ships, but a press release issued on April 6 announced an order for two new ships specifically-designed for the Chinese market to be built by Italian shipbuilder Fincantieri. Operated by Costa Asia, they represent an investment of more than six billion euros (US$6.8 million).

The ships, each with 135,500 gross tons and carrying 4,200 guests, will be delivered in 2019 and 2020. The order is part of contracts signed by parent Carnival Corporation with Fincantieri to build five new ships by 2020 at the company’s shipyards in Monfalcone and Marghera, both in Italy, providing jobs for many Italians.

Costa Asia ships feature an innovative Italian design in line with its concept of Italy at Sea, offering an authentic Italian and European experience for Chinese guests, with high-quality hospitality, style, cuisine and entertainment.

The Costa Group said it was the first cruise company to enter the Chinese market back in 2006. Four Costa ships are currently deployed in China and Asia year-round: Costa Atlantica, Costa Victoria, Costa Serena and most recently Costa Fortuna.

Hong Kong Airlines to fly to Osaka

By TTG Asia

June 1, 2016

HONG Kong Airlines is set to launch daily flights from Hong Kong International Airport to Osaka’s Kansai Airport beginning July 15.

The schedule is as follows:

hong-kong-airlines-osaka-schedule

Said chief commercial officer of Hong Kong Airlines Li Dianchun regarding the new route: “As the second largest city in Japan, Osaka has long been one of the favourite destinations for Hong Kong people due to its proximity to popular sightseeing areas such as Kyoto, Nara and Kobe.”

Aside from flights to Osaka, the full-service airline currently flies twice-daily to Okinawa and Narita; once-daily to Okayama; five times weekly to Sapporo and Kagoshima; and twice-weekly to Miyazaki.

With the new route, Hong Kong Airlines will operate a total of 54 weekly flights to Japan.

ANA calls for inflight volunteer doctors

By Julian Ryall

June 1, 2016

PHYSICIANS willing to assist during an emergency aboard flights operated by All Nippon Airways (ANA) can soon do so in a more efficient manner.

ANA will be introducing its Doctor on Board programme in September, where doctors can choose to be identified and registered in advance. Flight crew can then quickly and directly approach the medical professional should the need arise.

The volunteers must be registered doctors and a member of the ANA frequent flier programme, Maho Ito, a spokeswoman for the airline, told TTG Asia e-Daily.

Registration begins from July and the system is set to take off on international flights from September.

“The main reason we are introducing this is because there are more and more foreign visitors coming to Japan and we are expanding our international services to meet that demand,” said Ito.

“There is therefore an increased possibility of a passenger being taken ill during a flight and we want to have a system in place to deal with any eventuality.”

Given the possibility of language being a barrier to rapid and effective treatment, the system is also incorporated into ANA’s new Communications Board app. Carried by cabin crew, the i-Pad application enables a user to verbally translate phrases between 17 languages.

Sharing economy should be embraced with caution

By TTG Asia

June 1, 2016

UNWTO secretary-general, Taleb Rifai

EMERGING business models in travel should not be stifled, but fully embraced, a panel organised by the UNWTO agreed, albeit not without implementing measures to ensure a level playing field with traditional players.

At the 60^th Meeting of the UNWTO Commission for Europe held in Vilnius, Lithuania, an expert panel made up of representatives from Airbnb, TripAdvisor, BeMyGuest, the Lithuanian Hotels and Restaurants Association, the European Commission, and more, concurred that the business opportunities afforded by peer-to-peer distribution should not be missed out on.

This is especially so as tourism dollars become ever more important for nations. “At a time when economic recovery is still quite slow, tourism has been a major contributor to the European economy, generating 404 billion euros (US$450 billion) in exports,” said UNWTO secretary-general Taleb Rifai.

However, this should not cause unnecessary friction within the industry. At the same time, consumers still need to be ensured the same level of protection afforded to them by current industry stalwarts.

Said Rifai: “Sustainable measures and other tourism policies should be applicable to all business models, so that all stakeholders across the value chain hold the same level of responsibility with regard to the sector.”

“Only by working in cooperation and by building bridges will the tourism community be able to capitalise on the strong potential of the sector,” he added.

China’s HNA takes 13% stake in Virgin Australia

By TTG Asia

June 1, 2016

HNA Aviation Group, a division of HNA Group, has taken a shareholding of approximately 13 per cent in Virgin Australia Group as part of a strategic commercial alliance between the two companies.

Under the agreement, new direct services between China and Australia will be jointly looked into, as well as greater cooperation in terms of codesharing, loyalty programmes, lounge access and promotions.

According to Virgin Australia, HNA is also committed to increasing its stake in the company over time up to 19.99 per cent.

Further details about the alliance will be made available as they finalise, according to a statement released by Virgin Australia, adding that the alliance is still subject to authorisation by the Australian Competition and Consumer Commission, regulatory approvals from Chinese authorities and other commercial conditions.

Commenting on the move, CEO of Virgin Australia, John Borghetti, said: “The alliance will see us leverage the opportunities offered by China as well as the synergies of HNA’s comprehensive aviation supply chain.

“The Chinese travel market represents Australia’s fastest growing and most valuable inbound travel market, with inbound passengers from China increasing by approximately 18 per cent per year since 2010.”

Airlines operating under the HNA Aviation Group include Hainan Airlines, Tianjin Airlines, Lucky Air and Urumqi Air, among many others.

Less Singapore outbound as spending power declines

By TTG Asia

June 1, 2016

Singapore Changi Airport

OUTBOUND traffic from Singapore shrank 1.3 per cent in the first five months of 2016 compared to the same period last year.

According to business management consultant GfK, the reduced traveller volume can be attributed to cutbacks on discretionary expenditure such as leisure travel, fueled by a weakening economy and uncertainty in the financial markets plus rising redundancy in job functions.

China remains the top destination for Singapore travellers but growth in arrivals has dipped to a mere 1.3 per cent. Meanwhile, Thailand maintains its runner-up position.

Of the top 10 destinations, only Indonesia reported double digit growth with a 10.8 per cent gain in arrivals, while Japan saw a significant 18.4 per cent drop.

Commenting on Japan’s slow growth, Anthony Tan, APAC lead for travel and hospitality at GfK, said: “Despite continued efforts in marketing Japan, the recent earthquake has taken its toll.”

Currency effects are keeping certain markets buoyant however, with Australia seeing a modest 1.2 per cent growth due to favourable exchange rates for the Singapore dollar.

Beyond the 10 most popular destinations, South Korea saw a 16 per cent increase in Singaporean arrivals, a trend that may be partially attributed to the appreciation of the Singapore dollar against the Korean won.

Data shows that South-east Asia is still the most travelled region for Singapore travellers with traditional beach holiday destinations like Phuket, Bali and Langkawi gaining in popularity versus those further afield.

GfK predicts leisure travel to continue facing strong headwinds in the second half of the year as market conditions remain tenuous.

Cambodia’s top markets get better visa facilities

By Marissa Carruthers

June 1, 2016

TOURISM industry leaders in Cambodia have welcomed a move by the Ministry of Tourism last month that will allow Chinese, South Korean and Japanese visitors three-year multiple-entry visas.

The visas are valid for 30-days per visit and are expected to be introduced later this year.

Said World Express Tour president Ho Vandy: “This is good because it saves time and money for tourists, and in turn they will spend more time and money in Cambodia. It is a big incentive.”

Kimhean Pich, founder and CEO of Discover the Mekong, noted that while the move will result in lower income from visa fees for the authorities, there is the potential for financial gain elsewhere.

“With the visa scheme, the tourism sector should make more money and this will result in higher tax revenues for the government,” he said.

Ang Kim Eang, president, Cambodia Association of Travel Agents, said that the new visa plans should also help boost slower growth in arrivals.

He said: “The increase in arrivals last year is small, so the government is now trying to promote tourism by offering longer visas to the top three tourist markets for Cambodia.”

Best Western shows MICE prowess with Bangkok property

By TTG Asia

May 31, 2016

BEST Western Hotels & Resorts last week launched the Best Western Plus Wanda Grand Hotel, its latest property in Bangkok.

A 927m² ballroom with a capacity for almost 900 people is among the nine separate function spaces at the hotel, which is expected to become “a major hub for the MICE market”.

“With its extensive conference and banqueting facilities, including four floors of function rooms, Best Western Plus Wanda Grand Hotel will surely become a firm favourite with meeting planners,” said Olivier Berrivin, Best Western’s managing director of international operations for Asia.

The new hotel offers a range of accommodation for short and long stays, a restaurant serving modern Thai and international cuisine, a cafe, an outdoor infinity pool and a fitness centre.

Best Western Plus Wanda Grand Hotel is located close to Don Mueang International Airport, the Thai government complex, IMPACT convention centre, World Medical Center and several major retail and entertainment areas.