TTG Asia
Asia/Singapore Saturday, 27th December 2025
Page 469

Airline industry turns to digitalisation to resolve baggage handling issues

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With the rising number of baggage mishandling cases, airlines and airports are turning focus to digitalisation and automation, along with technology investments that deliver greater automation and self-service, to resolve these issues.

SITA’s 2023 Baggage IT Insights report showed that airlines and airports are facing a surge in baggage mishandling rates amid the growing number of passengers, with the number of mishandled bags almost doubling from 2021 to 2022 to 7.6 bags per thousand passengers.

SITA’s report showed that the number of mishandled bags in 2022 almost doubled from 2021

The shortage of skilled staff, resumption of international travel, and congestion at airports has made it challenging to manage bags and ensure their smooth handling at airports – particularly during peak travel periods. Delayed bags accounted for 80% of all mishandled bags in 2022, lost and stolen bags increased to 7%, and damaged and pilfered bags decreased to 13%.

The surge in the mishandling rate comes after more than a decade of reduction in mishandled baggage. Significant process improvements helped the mishandling rate per thousand passengers fall by 59.7% between 2007 and 2021. However, given the pressure of staff shortages on operations post-Covid, the 2022 mishandling rate of 7.6 bags per thousand passengers represents a 75% increase from 2021.

Transfer bags account for the majority of mishandled bags, with 2022 seeing a one-percentage point increase from 2021, pushing the proportion of bags delayed at transfer to 42%. This increase is attributed to the resurgence of international and longhaul travel, leading to loading errors and greater transfer mishandling rates. The failure to load bags accounted for 18% of all mishandled bags in 2022, representing a 3% decrease from the previous year. Loading errors more than doubled compared to the previous year, accounting for 9% of all delayed bags in 2022, stemming from operational strains on baggage systems.

David Lavorel, CEO, SITA said: “As an industry, we need to work hard to ensure passengers are once again confident to check in their bags. We at SITA are working directly with airlines and airports to help solve key pain points in the baggage journey through smart automation, tracking, and digital platforms.”

Investing in real-time baggage status information has become a key priority for airlines, with 57% of airlines providing their staff with mobile access to real-time baggage status information. This figure is expected to increase significantly to 84% by 2025, and 67% of airlines plan to offer real-time baggage status information directly to passengers, marking a substantial improvement from 25% today.

SITA has developed the WorldTracer Auto Reflight system in direct response to the high mishandling rates observed at transfer. This solution automatically identifies bags that are not likely to make their planned connecting flight and rebooks them on the next possible flight using the existing bag tag – all while keeping the passenger informed.

SITA estimates that automation of reflight operations could save the industry up to US$30 million per year. Lufthansa and SITA’s recent partnership using the technology aims to digitalise the manual reflight process, and the results of their Proof of Concept suggest that they can automatically reflight as much as 70% of Lufthansa’s mishandled bags at Munich Airport.

AirAsia to fly four times weekly to Colombo

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From July 9, AirAsia will resume its services from Thailand’s Bangkok (Don Mueang) to Sri Lanka’s Colombo, flying four times a week.

AirAsia will fly four times weekly to Colombo from July 9

The airline will depart Don Mueang Airport in Bangkok and arrive at Bandaranaike International Airport in Colombo on every Monday, Wednesday, Friday and Sunday.

Neste’s expanded refinery boosts Singapore’s sustainable aviation fuel supply chain

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Neste celebrated the opening of its Singapore Expansion project on May 17, which was successfully completed around mid-April this year.

The 1.6 billion euros (US$1.7 billion) start-up of the refinery expansion was first announced in December 2018 by Neste on additional renewable products production capacity in Singapore.

At the opening ceremony of Neste’s Singapore Expansion project

The project doubles Neste’s production capacity in Singapore and brings the refinery’s total capacity to 2.6 million tons annually of which up to one million tons can be sustainable aviation fuel (SAF).

In addition to increased production capacity, the enhanced raw material pre-treatment capacity onsite increases Neste’s capability to process more challenging waste and residue raw materials.

“The completion of the construction of the refinery is a remarkable achievement given the complexity of the project and as it was carried out during a global pandemic,” said Matti Lehmus, president and CEO of Neste.

He added: “Singapore has world-class logistics connectivity enabling efficient transportation of the renewable raw materials as well as final products globally. Also, its world-class education supports the availability of future talents to be a part of our production and commercial operations, as well as to enhance our R&D in our recently established Innovation Centre.”

Committed to supporting the aviation industry globally in achieving the goal of net-zero emissions by 2050, Neste has also established an integrated SAF supply chain to Singapore Changi Airport to make its product available to an increasing number of regional and international airlines.

The neat SAF is produced at Neste’s refinery, then blended together with conventional fossil jet fuel and certified to meet jet fuel specifications before delivery to customers at Changi Airport.

Neste is also developing a global network of airports where it has the capability to supply SAF directly into aircraft – this is to support its aviation customers across the globe in achieving their climate targets by reducing their emissions with SAF.

Singapore’s Changi airport extends this network of airports, which includes San Francisco (SFO) and Los Angeles (LAX) in the US, Amsterdam (AMS) in the Netherlands, and Helsinki Airport (HEL) in Finland.

Singapore Zoo goes all out for its golden jubilee party

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Singapore Zoo will celebrate its 50th anniversary come June 27, and it is counting down to the big day with a series of Golden ZOObilee festivities starting this month.

These limited-time-only experiences are not to be missed. Watch out for a collection of eight bespoke animal sculptures created especially for this commemorative edition; Instagram-worthy opportunities and tactile play elements on the Happy ZOObilee trail; animal interaction sessions and craft workshops; Mandai Wildlife Run on September 23 and 24 that winds through Singapore Zoo, River Wonders and Night Safari; special Backstage Pass – Incredible Invertebrates that takes visitors behind the scenes on August 6; Zoo Adventure Tour: ZOObilee edition private buggy tour from June 27 to August 27; and the two-day Wild Explorer Camp from June 1 to 2 and June 8 to 9, aimed at children aged six to 10.

Singapore Zoo has lined up limited-time-only experiences to celebrate its golden jubilee (Photo: Mandai Wildlife Group)

Since opening in 1973, the zoo has welcomed close to 60 million visitors. Starting out with just 272 animals across 72 species, the expansive park today is home to more than 4,200 animals from over 300 species, of which 34 per cent are threatened.

Ayana Estate crafts immersive day camps for kids

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Ayana Estate in Jimbaran will introduce two nature-inspired programmes for kids at the resort, commencing July 4.

The Island Camps at Ayana Estate are developed with Guidepost Montessori and Green Camp Bali, and will provide an engaging and immersive learning experience for young guests.

Activities at Green Camp Ayana will encourage children to learn about sustainability

One of the two programmes, Guidepost at Ayana will offer holiday programming for short-term guests’ children aged two to six, as well as an extended programme for families staying long-term on the island. It will comprise an array of activities designed to stimulate their minds and safely challenge their bodies. The programme’s four week-long themes will nurture children’s connection to nature, the underwater world, and foster understanding and appreciation of fresh food.

Green Camp Ayana will include a series of daily activities for children aged seven to 12. The immersive range of activities will develop children’s knowledge and awareness of sustainability and encourage their creativity while fostering respect for the natural world and different cultures through experiences like exploring insect and marine life, using natural materials to create art, learning survival skills, foraging for food at Ayana Estate’s organic farm, and more.

For more information, visit Ayana Estate.

Nature at the heart

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Langkawi, an archipelago of 99 islands, will undergo its fourth assessment by UNESCO appointed evaluators sometime in 2H2023.

This evaluation takes place every four years and Langkawi has to tick all the right boxes in terms of geo-conservation, sustainable development, and involvement of local communities in managing their geo-heritage resources.

Langkawi hopes to attract more high-yield, environmentally-conscious tourists to the destination; Langkawi Sky Bridge pictured

Awarded the UNESCO Global Geopark status in 2007, Langkawi has successfully passed three UNESCO evaluations to date to retain the brand. Langkawi Development Authority (LADA) has also created many initiatives to educate the community about the Geopark branding.

Recalling the uphill battle in the early days of receiving the Geopark recognition to convince tourism stakeholders that the Geopark branding was the way forward, Azmil Munif Mohd Bukhari, deputy manager, tourism division at LADA, said: “Hoteliers and the travel trade had (the) preconceived notion that Geopark related only to ancient rock formations and doubted whether rock formations had enough allure to entice visitors to the island. Other islands, such as Phuket and Bali were also competing for tourists.”

LADA has developed a UNESCO Global Geopark Discovery Centre in Killim and four smaller galleries spread across the main island of Langkawi, offering visitors a better understanding of Langkawi’s complex and ancient landscapes and to explain its geological and environmental significance.

Through LADA’s recent efforts, 32 primary and secondary schools in Langkawi have set up Geopark Corners as a means of educating students on the unique geological formations and the importance of nature conservation.

Today, the branding is widely accepted by tourism stakeholders who say it is what differentiates Langkawi from other islands in the region.

Anthony Wong, owner and operator of Cottage by The Sea by Frangipani Langkawi, told TTG Asia: “The UNESCO branding is also not easy to obtain and all stakeholders in Langkawi are aware of this. We have to be on our toes with preserving and conserving nature to ensure that we continue to be revalidated every four years.”

Nigel Wong, director of Big Blue Holidays, remarked that the Geopark branding will help attract more high-yield, environmentally-conscious tourists and place Langkawi on the global map as one of the must-visit destinations in Asia.

Langkawi’s Global Geopark status has also motivated stakeholders to prioritise conservation and sustainable development on the island.

For instance, Cottage By The Sea by Frangipani Langkawi, has recently established itself as the Centre of Excellence in Sustainable Hospitality with support from LADA and UN Sustainable Development Solutions Network.

Langkawi’s tourism players are doing their part to preserve the environment

Wong has developed an efficient system to clean and convert polluted water, including sewage and waste cooking oil, into drinking water within three or four days, as well as a desalination process using special bio-engineered constructed wetland – all without requiring any energy consumption.

He is also a consultant for an ongoing water treatment project funded by the state government to treat waste water in the tourist hubs of Pantai Tengah and part of Pantai Chenang.

The Ritz-Carlton, Langkawi introduced the Sea Cucumber Reproduction Project in mid-2022, to counter over-farming which is hurting the local marine ecology, including the rise of coral bleaching. General manager, Ellen Franke, commented: “One of the growing trends we’re observing is how conscious people are about their impact on the environment and the destinations they visit.

“The Sea Cucumber Reproduction Project provides an excellent opportunity for our guests to connect with the environment, allowing them to give back while staying with us.”

To support the sustainability of these unique creatures while directly increasing local sea cucumber populations in the Andaman Sea, the resort’s in-house marine biologist provides guests with a hands-on educational experience to learn more about the asexual technique. There is also an opportunity for guests to release mature sea cucumbers out in the open sea.

Participants will also gain a better understanding of the importance of the sea cucumbers and its ecosystem.

Ascott appoints new VPs of business development

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The Ascott Limited has appointed Ryan Chen and Dulaphan Amatyakul as vice presidents of business development, who will both report to Serena Lim, chief growth officer at Ascott.

Joining Ascott from Far East Hospitality, Chen will support Ascott’s business development strategies to grow the group’s current portfolio in both existing and new markets, with a focus on Japan, South Korea, the Philippines, Middle East, Africa, Turkey and India.

From left: Ryan Chen and Dulaphan Amatyakul

Based in Bangkok, Amatyakul will focus on the development of Ascott’s business strategies to drive growth in Thailand, Vietnam, Myanmar, Laos and Cambodia. He brings with him more than 15 years of experience and was previously senior vice president, investment & business development at Conduit House Holdings (Thailand).

Langham Hospitality Group welcomes new CEO

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Bob van den Oord has been named chief executive officer for Langham Hospitality Group, stepping up from his current role as regional vice president – Europe, Middle East and North America from September 1.

Having served as a senior business leader at Langham Hospitality Group for the last 20 years, he will lead the company’s growth, enhance operational efficiencies and develop the guest experience through new partnerships and digital innovations in his new role.

Singapore rethinks hotel jobs with help of a transformation map

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Singapore’s public and private sector have teamed up to launch a Jobs Transformation Map (JTM) for the Hotel Industry, as the country’s hotel occupancy and room rates pick up.

The JTM identifies the impact of trends and technology on job roles over the next three years and recommends strategies that businesses can adopt to transform jobs. It will guide employers and employees on the skills and talent needed to remain competitive, innovative and sustainable for the industry to seize new opportunities with a future-ready workforce.

From left: Singapore Hotel Association’s Chris Teo, Food, Drinks and Allied Workers Union’s Julie Cheong Ai Hung, Tan See Leng, Singapore Tourism Board’s Keith Tan, and Workforce Singapore’s Julia Ng (Photo: Singapore Hotel Association)

At the JTM launch at Parkroyal on Beach Road on May 18, minister for manpower and second minister for trade and industry, Tan See Leng, said: “To sustain growth and meet consumer demand, the hotel industry must press on with efforts to transform and build capabilities. The government will continue to give our support.”

Four megatrends that would seriously impact the nature of hotel jobs were also identified in the map. It includes changing guest expectations as lifestyles evolve, sustainability, an increasingly competitive landscape, and changing workforce aspirations. It assessed 87 current job roles, of which 40 are likely to be redesigned.

Existing jobs can be reconfigured by “stacking” – merging job roles and equipping jobholders with new skillsets, like an sales and events associate; or merging roles within the same function, such as a reservations specialist. Jobs can also be combined horizontally across different functions, so that employees can focus on value-added tasks.

Looking at the “Hotel of Tomorrow”, the JTM advises hotels to hire talents in sustainability, create roles for technophiles who are data-driven and innovative, and offer new roles that create meaningful experiences in partnership with the community.

Altogether, 135 hotels with more than 18,000 local workers have committed to transform their jobs in line with the JTM. For instance, Pan Pacific Hotel Group will redesign roles, implement initiatives to reimagine hotel operations, and address manpower challenges.

The JTM was jointly developed by Singapore Tourism Board and Workforce Singapore, and supported by SkillsFuture Singapore, the Ministry of Manpower, Singapore Hotel Association and the Food, Drinks and Allied Workers Union, in consultation with 105 hotels and eight education institutions.

Six key trends shaping travel experiences in Asia-Pacific: Arival

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Arival has revealed six key trends in tours and activities in its recent The Outlook for Experiences 2019-2025 research ahead of the Arival Activate conference in Bangkok from June 12 to 14.

Douglas Quinby, CEO and co-founder of Arival, said: “With many countries beginning to open travel after the pandemic, the Asia-Pacific region is seeing a surge of renewed interest in travel and tourism. Asia-Pacific travellers are spending more, travelling further and for longer.”

Quinby: the Asia-Pacific region is seeing a surge of renewed interest in travel and tourism

He noted that every creator and seller of tours, activities and attractions should be watching out for the following key essential experiences trends that are likely to shape the travel experience sector’s recovery.

1. A very uneven recovery
There are still huge variations in the pace of recovery throughout Asia-Pacific. In some markets, travellers are coming back strong – especially from South-east Asia, South Korea and Australia – while some source markets, such as China and Japan, are slower to return.

2. Intra-regional travel is first, but longhaul and Europe are not far behind
Asia’s travellers have started to travel regionally, but longhaul destinations are likely to not be far behind. Operators and resellers are reporting increased demand for Europe in particular.

3. The return of the outbound Chinese traveller remains a wild card
China has been a crucial engine of travel’s growth prior to the pandemic. While domestic travel has largely recovered, international outbound travel has been slow to return.

Operators in the region should be focusing first on other source markets in the region – and be prepared for China’s return in 2H2023.

Eric Zhuang, chief strategy officer of Asia-based DidaTravel recently commented on this shift in preference at the Arival 360 event in Berlin: “The supply chain needs to be reformed, and also a lot of clients have the change in consumer behaviours and booking patterns. The majority of people will still go to the top destinations of pre-Covid times, but the things they want to do will be quite different.”

4. Younger travellers – and their booking habits – will define the rebound
Gen-Z and younger millennials are driving the recovery across Asia, and their behaviour is already reshaping the industry. This large, experience-hungry cohort of the traveller population prioritises experiences over stuff. They are putting experiences first and willing to pay for them.

Operators should take note of this and prepare more small-group, immersive experiences that get travellers off the beaten path with unique, memorable interactions. In addition, all of it has to be bookable via mobile, with plenty of Instagram- and TikTok-worthy moments.

5. Mobile booking and online marketplaces will more than triple in market share by 2025
With younger travellers leading the rebound, operators must be ready for the mobile wave.

Wilfred Fan, chief commercial officer, Klook, remarked that they have “seen a growth of 120% above the pre-pandemic level”, which was a company record – she added that the trend will continue.

6. Small group and independent travel will lead travel’s return
Younger travellers are seeking more independent and adventure travel and experiences. This means more small group tours, independent tours, outdoor adventure activities and other unique experiences than travellers can cherish with family and friends.

The Outlook for Experiences 2019-2025 research can be downloaded here.