TTG Asia
Asia/Singapore Thursday, 1st January 2026
Page 2700

Mantras for change

0

TTG Travel Agent Conference 2011

Pin these up on the wall and start your journey to becoming better travel experts.* We also kick off the travel trade’s very own crossword puzzle to help you gain knowledge in a fun way. Have a great start to 2012

beach-float

10 reasons to use a travel consultant
(for every client who walks in)

1. You’ve googled ‘Paris vacation’ and come up with 17.8 million responses. Need a little help editing those choices?

2. Remember when you used that obscure website to book your hotel, and when you got there, spent your beach vacation overlooking a parking lot?

3. How many hours were you on hold with the airline when your flight was cancelled because of a storm or a volcanic eruption?

4. Did you really mean to spend your honeymoon at that resort whose one tiny pool was filled all day with 12 screaming children?

5. Who knew that when you booked that ‘villa’ in Tuscany, it would be a small room with a kitchenette and no air-conditioning? Funny, it looked much better on your computer screen.

6. No one explained to you that in July, it’s winter time in Rio, and so you showed up there with nothing but five Hawaiian shirts and three pairs of swimming trunks.

7. How about the time you really needed a quick breakaway, and ended up on the Gold Coast during Schoolies and someone threw up on your shoes?

8. Yes, I guess that hotel must have used a telephoto lens when they took a picture of those guestrooms that you saw on their website. No, I wouldn’t have guessed that the photo was taken in 1973.

9. I suppose contacting the Attorney-General to resolve the fact that the Internet site has billed your credit card three times instead of once is the only route to take at this point. Yes, of course I sympathise that the exchange rate has changed and even if they do put the money back in your account, you’ll now get less.

10. It was definitely odd that there were no cab drivers at the airport at 3am when you finally landed in Phuket, but booking a transfer to your very remote hotel would have been a good thing to remember when you purchased your airline ticket and hotel online.

– Adrian Caruso, master business coach, TA Fastrack, Australia

monitor

By Martin Symes, CEO, Wego, Singapore

To go (online) or not to go, that is the question
Here are five reasons to help you make up your mind:


Reason 1
OTAs all IPO for millions.
Fact: Every successful online travel business has been an online ‘pure-play’ (e.g. Agoda, Priceline, Wego).


Reason 2
The owner’s kid wants something fun to do.
Fact: The people who set up online businesses are passionate about the online space and put everything they have into the business.


Reason 3
My business won’t survive if it’s not online.
Fact: Nobody will use a Mickey Mouse website with no compelling consumer proposition.


Reason 4
I want to dedicate resources to build a standalone, country-specific, high-quality online travel site.
Fact: Market is still wide open in several South-east Asian countries. But mind you, do it properly – or not at all. Have a dedicated team with relevant expertise and experience; invest in decent technology/design and brand; measure against different metrics to offline business; leverage existing supplier relationships; consider partnering with other local players (e.g. Raja Kamar International); partner with an overseas player (e.g. Wotif/Buffalo Tours).


Reason 5
I want to build a limited web presence to complement my existing offline business.
Fact: A chance to reduce cost/add revenue. Also, trims call times as customers know what they want. Build a simple brand site; use white label/affiliate solutions to extend product lines; deploy shopping engines for core products; retain offline fulfillment processes; offer serious service level commitments; train staff to inform customers of the website’s benefits.

Red button with a picture of a skull

The seven deadly sins
Want to win customers from the Internet right now? Avoid these seven things that consumers complain most about travel consultants:

1. Phone calls/emails not returned
2. Customers ignored
3. Mistakes in bookings/ itineraries
4. Documents not ready for collection
5. Being treated as just another booking, not as a valued customer
6. Basic travel and destination information not provided
7.  Not communicating with customers enough

– Adrian Caruso, master business coach, TA Fastrack, Australia

angry-woman

How to lose clients & win complaints
Six tips to follow if you want to lose clients to the Internet right now. Guaranteed to achieve no loyalty:

Tip #1  When in doubt, just wing it.

Tip #2  Over promise, under deliver.

Tip #3  Sell cheap, charge optionals  later!

Tip #4  Hard sell! Pressure reaps results.

Tip #5  Refund? What refund?

Tip #6  Fine print! What a customer doesn’t know…

– Sheldon Hee, former general manager of Tradewinds Tours & Travel in Singapore, who urged travel experts to drop the above practices and instead build trust, invest in professionalism and hone their customer service to be in the right club of winning clients and losing complaints, not the other way round

This article was first published in TTG Asia, January 13  issue, on page 4. To read more, please view our digital edition or click here to subscribe

Thai operators’ confidence rises

0

THAI tourism players’ confidence in the industry has risen to 112 points in the first quarter of this year and stands at 117 points for the entire 2012, according to the latest Thailand Tourism Confidence Index released by the Tourism Council of Thailand (TCT).

The index dipped below the normal point of 100 to 97 in the fourth quarter of last year, from an initial forecast of 134, due to the recent floods. The confidence level for the entire 2011 stood at 92, higher than 62 polled for 2010.

The report said although the overall number of foreign tourists in 2011 was higher than in previous years, the floods resulted in a lower estimate of 4.23 million visitors in the fourth quarter, compared with 4.62 million recorded in 4Q10.

Visitor numbers for the entire 2011 have also been revised to 18.71 million, down from 19-19.5 million initially forecasted, but still higher than the 15.94 million arrivals recorded in 2010.

Given the growth in tourist numbers to Thailand last year despite the crisis, TCT is estimating an increase for every quarter this year and from all markets, and expects a total of 19.79 international arrivals in 2012.

However, it cautioned that Thailand must manage travellers’ confidence and maintain the quality of service, tourism attractions and transportation network.

Reporting by Sirima Eamtako

ASEAN readies umbrella brand

0

THE PROMOTION of ASEAN under the Southeast Asia: Feel the Warmth branding is finally set to hit the ground running, after being plagued by disagreements over the inclusion of the ‘ASEAN’ word and funding.

A four-year marketing plan has been outlined, with intra-ASEAN travel and arrivals from its dialogue partners being the focus this year, community-based tourism and nature in 2013, MICE in 2014, and long-stay senior travellers in 2015.

Tourism Authority of Thailand deputy governor Asia and South Pacific, Sansern Ngaorungsi, told the Daily that the working group is hammering out an action plan, and that programmes are expected to be up and running by the first quarter.

The annual budget is US$200,000, with US$160,000 going to marketing and promotions and the rest to product development and research.

At press time, the proposal drawn up by the ASEAN Marketing and Communication Working Group, led by Thailand, had yet to be endorsed by the ASEAN tourism ministers who were at their meetings. However, this is likely to be approved, given the adoption of the new logo at ATF and the fact that NTOs have already started submitting marketing highlights to be considered under this branding.

ASEANTA has also agreed to the new tagline and has offered the use of its website, www.southeastasia.org for promotions.

• Read more in the ATF Daily 

A completely new DoT changes Philippines’ strategy

0

Speaking with the Daily, Jimenez said: “We are going to do things differently now. The Department of Tourism (DoT) is going to initiate more aggressive marketing communications and initiatives that will reinvigorate the tourism industry and shift attitudes.”

DoT’s first move was to unveil a new destination branding on January 6. Unlike its previous incarnations, the current campaign, It’s More Fun in the Philippines, focuses first on the domestic market before it is launched internationally.

In line with this premise, DoT has introduced a social media campaign showcasing the new branding and asking Filipinos to post what they think is fun about their country. A partner website, itsmorefuninthephilippines.com supports the campaign.

Jimenez hopes the new campaign will reposition DoT’s role. “Previously it was not seen as a source of inspiration, but as a source of funds. It should be perceived as the primary selling unit of a country, not just an administrative one,” he said.

Adopting a hands-on approach, DoT will evaluate packages sold by travel professionals to ensure that “they are reflective of the new branding and resonate with target markets”, which means weeding out packages that are “not fun”, such as overpriced, tired or inconvenient ones.

• Read more in the ATF Daily

Additional reporting by Marianne Carandang

India’s NTO takes giant steps forward with equity tie-ups

0

VISITORS from ASEAN will stand to benefit from a host of new initiatives spearheaded by the India Development Corporation (ITDC), as it aims to bolster tourism infrastructure, attract more hotel investment, strengthen product development and train up human resources needed.

Revealing that plans would only be formally announced this month, ITDC chairman and managing director Dr Lalit K Panwar said the Indian NTO would set up a joint venture company called Ashok Infra, in collaboration with Infrastructure Leasing & Financial Services.

Explaining that India’s tourism infrastructure was still underdeveloped in comparison to ASEAN countries, Panwar said the new company would be in charge of road expansions, beachfront facilities, places of interest and more. Funded by the Ministry of Tourism, state governments would also be active participants.

In another first, ITDC will enter into three-way equity ventures with state governments and hospitality companies to develop hotels. Having owned and ran its hotels independently with limited success, the NTO now wants states to identify suitable land sites and provide them at low prices to invite private investment.

Said Panwar: “We want professional hospitality companies to run these hotels profitably.”

• Read more in the ATF Daily

ASEAN eTravel Mart expands

0

THIS YEAR’s ASEAN eTravel Mart, an annual event organised by the Bangkok-based Tourism Technology Association (TTA) with support from ASEANTA, is set to be bigger in scale and see more participation from both regional and overseas travel industry stakeholders.

The inaugural edition, held in Bangkok last March, attracted about 600 buyers from South-east Asia and Australia on the lookout for online distribution channels for their businesses, double the initial target of 300.

This year’s event, scheduled to be held in Bangkok sometime in August/September, will have a conference, exhibition and seminars/workshops spread over two days, up from a one-day exhibition/conference and half-day workshop previously.

In addition, TTA is seeking to grow the participant mix with tourism stakeholders from countries which have cooperative agreements with ASEAN, such as the US, the UK, Japan, South Korea, China, India and Russia.

• Read more in the ATF Daily

AirAsia sets sights to be ASEAN flag bearer

0

AIRASIA has taken several steps to enhance its image as an ASEAN airline, including joining ASEANTA last year as a chapter member and recently opening a dedicated ASEAN outreach office in Jakarta.

V Raman Narayanan, regional head, ASEAN affairs and government relations, AirAsia, explained that the AirAsia ASEAN office was a means to broaden the low-cost carrier’s branding as a ‘Truly ASEAN’ airline, and to extend its outreach to regional tourism stakeholders.

Scheduled to officially launch on February 22, the office’s location in the Indonesian capital is also expected to foster AirAsia’s relationship with the Jakarta-based ASEAN Secretariat, and help the carrier get across its ideas on developing regional aviation and tourism.

“We want to invest in the region as a whole instead of just one country,” he said. “AirAsia is already established as the dominant airline in ASEAN.”

• Read more in the ATF Daily

AirAsia X ditches India, Europe in favour of regional markets

0

LONGHAUL low-cost carrier, AirAsia X will suspend services to India and Europe by the end of March in response to the combined impact from a weak global economy, rising jet fuel prices and soaring taxes, and instead, focus on developing its core markets.

The network realignment will see the suspension of AirAsia X’s four-weekly services to Mumbai after January 31, four-weekly services to Paris after March 30 and six-weekly services to London after March 31. The carrier’s New Delhi’s daily links will be reduced to four-weekly in March, and will be suspended after March 22.

Despite enjoying healthy load factors of over 80 per cent on the carrier’s London and Paris services in 2011, CEO Azran Osman-Rani explained that the changes were necessitated by “continued high jet fuel prices and the weakening demand for air travel from Europe, brought about by the current economic situation together with exorbitant government taxes, (which) have placed cost pressures on operating long-haul low cost flights between Asia and Europe”.

He added: “The implementation of the Emissions Trading Scheme and the escalating Air Passenger Duty taxes in the UK, which will rise yet again in April, has forced our decision to withdraw our services to Europe.”

While flights to New Delhi and Mumbai were amended due to “continued visa restrictions for travel between India and Malaysia, and the increase in airport and handling charges (a 280 per cent increase in airport fees will take effect in April)”, Azran said services could be reinstated “once these structural issues can be resolved”.

Passengers booked on these flights will be offered a full refund or an alternative travel option on another AirAsia X route or another carrier where available.

Meanwhile, the carrier would continue to hold firm in its core markets of Australasia, China, Taiwan, Japan and South Korea, said Azran, who added that plans to launch new routes within these markets and additional frequencies were on the horizon.

Weber is new GM of Shangri-La Singapore

0

weber-is-new-gm-of-shangri-la-singapore
Manfred Weber

MANFRED Weber has been named general manager of Shangri-La Hotel, Singapore.

Weber has 20 years of experience with luxury hotel companies, including Ritz-Carlton and Peninsula, with postings in Germany, Saudi Arabia and, most recently, China.

“As our group expands, new talents are needed to replace general managers who are now promoted to senior levels,” said Michael Cottan, executive vice president of South-east Asia and the Pacific, Shangri-La Hotels & Resorts.

Dreyer joins Exotissimo

0

EXOTISSIMO has appointed Ron Dreyer vice president sales North America. He was previously with G Adventures in the US.

Based in Florida, Dreyer will manage relationships with tour operators, travel consultants and MICE planners throughout North America. He will be responsible for sales development to the countries Exotissimo specialise in, namely, Vietnam, Thailand, Cambodia, Laos, Myanmar, Indonesia and Japan.

The appointment “is the initial part of a plan by Exotissimo to elevate business from all areas of the travel industry to a new level,” said the company.