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TTG Asia’s Loyalty Wars bags PATA Gold Award
An analysis on hotels’ growing competition for guest loyalty has won the PATA Gold Awards 2021 for Business Article.
Titled Loyalty Wars, the article was authored by TTG Asia Media’s senior correspondent, Caroline Boey. It was published within the TTG Asia + TTGmice Hospitality Special edition in July 2020.

This is TTG Asia‘s first PATA Gold Awards win for Business Article, and the eighth for TTG Asia Media’s stable of English language trade titles. TTG Asia Luxury won the award in 2016; TTGmice won the award in 2008, 2011, 2013, 2014, 2018 and 2020.
Plaza Premium Group to transform passenger experience at Bangalore International Airport
Plaza Premium Group (PPG) has been appointed by Bangalore International Airport (BIAL) to manage and enhance passenger services at the Kempegowda International Airport, Bengaluru (BLR Airport).
The 10-year full-service management appointment covers the entire portfolio of BLR Airport’s 22 services. The 360-degree airport service delivery scope includes: service delivery, control centre, training centre, customer engagement, marketing communications, sales and distribution as well as technology. More services will also be introduced to enable an end-to-end and globally connected passenger journey.

The 360-degree airport service delivery scope includes: service delivery, control centre, training centre, customer engagement, marketing communications, sales and distribution as well as technology.
BIAL and PPG will collaborate in addressing the desires of travelling in the new normal – with seamless service delivery, world-class standards and quality, technology and innovation, as well as commercialisation optimisation.
In order to deliver seamless, optimal and data-driven operation excellence, PPG has teamed up with global IT services provider Tata Consultancy Services to develop an end-to-end passenger services technology platform. The new platform will be built based on the existing PPG operating platform with tailored architecture that suits the needs of BIAL’s passengers.
The platform will include an omni-channel booking engine which enables worldwide sales and distribution; a customer engagement centre with customer profiling and personalisation capabilities; a service delivery platform for dispatch and real-time incident management; and a back office system which powers HR, administration, asset and information management.
PPG is also partnered with one-stop customer engagement technology service provider oneDirect to ensure passenger interactions are managed through one-single platform via various touchpoints.
Song-Hoi-see, founder & CEO of PPG, said: “PPG is no stranger to the Indian travel market and we see huge potential in the travel market, therefore we have strategised to invest over US$15 million and will deploy a workforce of over 800 staff over the 10 years, supported by our Hong Kong-based headquarters with the hope to grow with BIAL in the years to come.”
IHG adds Holiday Inn hotel to Singapore portfolio
IHG Hotels & Resorts has extended its partnership with RB Capital to bring the Holiday Inn brand to Singapore with the rebranding of a property in Little India.
The 300-room Holiday Inn Singapore Little India, formerly the Park Hotel Farrer Park, will undergo a renovation before relaunching with a vibrant fresh identity and positioning.

The hotel is situated in the heart of Little India – adjacent to Farrer Park Hospital and next to 24-hour shopping mall Mustafa Centre and City Square Mall – providing direct access to Farrer Park MRT station through its lobby.
Holiday Inn Singapore Little India will be the first in Singapore to introduce the new Holiday Inn brand hallmarks including a new dining and workspace concept with a globally recognised F&B partner.
With the new signing, IHG now manages three of RB Capital’s Singapore hotels, including Holiday Inn Express Clarke Quay and InterContinental Singapore Robertson Quay.
Wyndham is ready to welcome guests back whenever, wherever
With approximately 1,600 hotels spanning 14 trusted brands across Asia Pacific, Wyndham Hotels & Resorts holds a leading presence in key business and leisure destinations across the region. Wyndham is committed to elevating hotel experiences at every price point through its vast global scale enabling guests to enjoy more choices and better value.
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The rebranded hotel is equipped with a total of 278 high-quality and elegant guestrooms and suites. Rooms are decorated with ink and wash style combined with modern design, full of Jiangnan charm and oriental flavour. It is located in Fenhu Lake, an ancient lake with history that can be traced back to 770BC.

This 317-room luxury beachfront resort is located on Cat Ba Island in north-east Vietnam. Guests can enjoy a wealth of facilities including an indoor swimming pool, Japanese onsen, spa, fitness centre, and multiple restaurants.

This 241-room hotel is nestled on the scenic Cam Ranh Peninsula, overlooking the golden sands of Long Beach. The resort features a collection of spacious villas and premium amenities to ensure a comfortable and relaxing stay.

This newly-built 256-room hotel forms part of a major commercial complex, adjacent to a 17,000m2 convention centre in the Nanjing Airport Economic Core. The hotel is a convenient 15 minutes’ drive from Nanjing Lukou International Airport.

Located in the popular business precinct of Newmarket just off the Auckland motorway, this 93-room hotel is perfectly positioned to cater to both corporate and leisure guests. It features apartment-style rooms and onsite parking.

Located in the heart of New Zealand’s capital city, this new 117-room hotel is walking distance from the scenic Wellington Waterfront Walk and Museum of New Zealand. There’s also an on-site gym for guests.
Although leisure holidays and business trips aren’t happening just yet, whenever – or wherever – the decision is made to travel, be assured that Wyndham Hotels & Resorts will provide the best available rates, flexible booking policies, and member perks when booking direct.
Wyndham Hotels & Resorts is also committed to the health and safety of their guests and team members, and have taken important steps to ensure health and safety protocols are in place under the global Count on Us initiative.
Loyalty is very highly regarded at Wyndham Hotels & Resorts, which is why Wyndham Rewards offers a guaranteed 1,000 points with every qualified stay. The programme’s free nights, starting at just 7,500 points, are among the most attainable in the industry.
Sri Lanka Tourism returns to overseas trade show floors
Sri Lankan tourism officials will resume attending physical overseas trade exhibitions and fairs, kicking off with Moscow’s three-day International Trade Fair for Tourism and Travel starting today (September 7).
Sri Lanka has been represented only virtually at these fairs over the past 18 months, after the Covid-19 pandemic restricted global travel.

Officials of state-run Sri Lanka Tourism (SLT) said about 13 Sri Lankan companies are participating in the Moscow fair, with the delegation including tourism minister Prassanna Ranatunga and SLT chairperson Kirmali Fernando, both of whom will also be attending a travel show in Ukraine thereafter.
Plans are also underway to send delegations to attend the IFTM fair in France (October 5-8) and the World Travel Mart (November 1-3) in the UK, but vaccination requirements in host countries could pose a stumbling block, officials said.
While about 10 companies have already confirmed their participation at the IFTM fair, officials say that there are entry issues since France, for example, has not approved the Sinopharm vaccine which has been the most widely-administered Covid-19 vaccine in Sri Lanka.
They added that in the case that entry is not permitted, overseas representatives of these companies along with officials from the Sri Lankan embassy will represent the country instead.
Chandra Wickramasinghe, hotelier and chairman of travel firm Connaisance De Ceylon, stressed on the importance of a physical presence at international trade shows. “Travel fairs have a major influence on tourism destinations,” he said.
Nalin Jayasundere, managing director of Aitken Spence Travels, Sri Lanka’s biggest inbound travel agency, said it was important to attend these fairs for marketing purposes.
Sri Lanka’s physical presence at travel trade fairs comes at a time when the industry is hoping for tourism to recover by the coming winter season by which time 75 per cent of those aged above 30 in the country would have been fully vaccinated.
Air France and Swiss carrier Edelweiss have announced plans to restart flights to Sri Lanka in November.
Meanwhile, health authorities said on Sunday that fully vaccinated tourists will be permitted to visit places of interest across the island and patronise restaurants amid a nationwide lockdown enforced since August 20. The initial 10-day lockdown has been extended twice, and is due to end on September 13.
Trade reacts to Philippine Airlines’ restructuring plan
While Philippine Airlines’ (PAL) financial restructuring has no immediate impact on the travel sector, it will be a smaller airline with its future determined by the pandemic’s duration and how long its recovery plan can be sustained, according to the travel trade.
Tourism Congress of the Philippines president, Jojo Clemente, does not see an immediate effect to the airline pursuing a corporate rehabilitation programme, “especially if PAL can manage to keep fares competitive and affordable”.

In the medium term, however, PAL’s recovery “will depend on how the measures they adopt in the short-term pan out,” Clemente said. “If they are able to keep demand or if the pandemic situation gradually improves, they may be able to sustain the recovery programme.
“However, if the current situation persists a few more months, emerging from the rehabilitation may prove to be more difficult. They, and other players in the aviation industry, may be in deep waters.”
Agreeing, Ritchie Tuano, immediate past president of the Philippine Travel Agencies Association, opined that “(the situation) is just so fluid as of this time and forecasting what is going to unfold in the medium and long-term is nothing but a guess”.
Former tourism secretary and founder of consultancy Asia Pacific Projects, Narzalina Lim, said “PAL will be a smaller airline”. The airline’s fleet will shrink by 25 per cent, as it will return 22 aircraft, leaving it with a fleet of 70. PAL will also delay the delivery or cancel orders for 13 Airbus aircraft.
Lim believed that with PAL chairman Lucio Tan infusing US$505 million – a portion of which will be converted to equity – into the restructuring plan, alongside US$150 million of additional debt financing from new investors, the airline will not require the help of the Philippine government to bail it out.
At any rate, Tuano said that “the government has just too much on its plate right now and I am uncertain they should drop everything to throw a lifeline to a single company”.
If passenger demand does not pick up as expected next year, an option is for PAL to convert some of its aircraft into cargo aircraft as “the cargo business can be more lucrative than passenger”, said Lim. “Companies always have to reinvent themselves to survive and PAL is no exception,” she added.
The government has to act on the request of the Air Carriers Association of the Philippines – PAL, Cebu Pacific and AirAsia Philippines – for loan guarantees so that banks can open their credit lines to airlines, considered as poor credit risk in this time of pandemic.
Hospitality consultant Jerome de la Fuente said the government should have come in by now to help PAL as the airline is “the pride and glory of the country”. “It is the national flag carrier, and the oldest airline in Asia with 80 years of history. It is a legacy carrier. Can you imagine a flag carrier owned by a foreigner?” he added.
He said many airlines will be interested to buy out PAL, which is partly owned by Japan’s ANA, because of those attributes alongside having Asian routes that PAL already flies to.
De la Fuente said that somewhere along the line, more money had to be pump into PAL to keep it afloat, just like Malaysian Airlines, Japan Airlines and other carriers that are still surviving after having declared bankruptcy.
Cambodia aims to welcome vaccinated foreigners by November
Cambodia is working towards a possible reopening of borders for fully vaccinated international travellers by November this year, with Phnom Penh on track to becoming the most vaccinated city in South-east Asia.
The Cambodian tourism ministry recently announced that fully vaccinated international tourists with proof of their inoculation could be allowed into Cambodia as soon as November 2021.

The country’s authorities are also mulling the reduction or full removal of the 14-day quarantine policy for fully vaccinated tourists who show proof of a negative Covid test taken 72 hours before travel and test negative for the virus upon arrival at Phnom Penh International Airport.
Cambodia is currently the second most vaccinated country in South-east Asia after Singapore. The Kingdom has already inoculated more than 60 per cent of its 16.5 million people, while over 95 per cent of its 2.1 million residents in the capital Phnom Penh are already fully vaccinated.
The country anticipates it will reach herd immunity with 75 per cent of its population double vaccinated by the end of September this year.
Thailand eyes full reopening by January
Thailand’s Ministry of Tourism and Sports is planning to reopen the whole country without quarantine by January next year, however, that move hinges on high vaccination coverage in order to reach herd immunity.
Tourism and sports minister Phiphat Ratchakitprakarn was quoted by the Bangkok Post as saying that Bangkok’s reopening in October has been pushed back to November, as most residents will not receive their second vaccine dose until the end of October.

However, Phiphat said that the reopening of Chiang Mai, Prachuap Khiri Khan (Hua Hin) and Chon Buri (Pattaya) will go ahead as planned on October 1. Phetchaburi will also reopen on the same day, but officials will need to speed up the implementation of SOPs in the province beforehand, he added.
Phiphat was also quoted by the report as saying that the ministry and the Tourism Authority of Thailand have agreed to add some provinces to the third phase of reopening under the 7+7 extension programme.
From October 15, there are 25 additional provinces tourists can enter via the sandbox programme as second destinations after spending seven days in one of these destinations: Phuket, Samui, Chiang Mai, Chon Buri, Prachuap Khiri Khan, Phetchaburi and Bangkok.
However, Phiphat said that vaccination uptake in these provinces will need to hit a certain target prior to reopening, otherwise select districts can be isolated or a sealed route plan can be implemented.
“Only safe areas can reopen to Thai tourists on November 1, while international tourists are expected to enter without quarantine from January, led by travel bubbles with neighbouring countries starting on January 15,” Phiphat said, adding that herd immunity will be a prerequisite for the country’s reopening.
Off-the-beaten-track destinations piquing Thai travellers’ interests
More Thais are travelling to lesser-known destinations, as domestic travel dominated travel agendas amid the pandemic.
According to Agoda’s booking data, while Bangkok, Pattaya and Chiang Mai remain the top three most booked domestic destinations in Thailand, there has also been a shift towards more off-the-beaten-track domestic destinations in the year ending June 2021, compared with the previous year.

Agoda compared booking data to identify destination trends and found Khao Lak saw the biggest jump, moving 23 spots to #22. Meanwhile, Nakhon Nayok moved up 15 places to #46, while Sukhothai landed at #30, jumping 14 spots. These destinations might not be in the domestic top ten but they signified Thai travellers’ desire to seek new domestic experiences.
Additionally, top 20 movers included Nakhon Si Thammarat moving up from #20 to #12, while Koh Chang entered the top 20, skipping up from 23rd to 18th spot.
During the past year, when domestic tourism became more popular, Thai travellers got more adventurous in their travels, and this saw new destinations joining the top 50 including Koh Kood (#44), Nakhon Nayok (#46), Lopburi (#49), and Loei (#50).
Between June 2020 and 2021, Phuket and Chonburi dropped marginally in the top ten, both slipping one spot. Meanwhile, more off-beat destinations like Kanchanaburi knocked Chiang Rai out the top 10 in 2021. Overall, the top ten destinations continue to be dominated by Thailand’s most popular and well-known holiday beach and coastal destinations including Phuket, Hua Hin, Khao Yai, and Krabi.
Conversely, the destinations that saw the sharpest dips in ranking for domestic travel are Koh Phi Phi, Koh Phangan, Koh Tao, Koh Lanta, and Pai, slipping more than ten spots in the ranking.
















The Singapore Tourism Board (STB) has launched SingapoReimagine Global Conversations, a new forum series that puts industry game-changers on the global stage.
Featuring speakers across different sectors, disciplines and locations, the series outlines new travel experiences and business models that demonstrate how the travel industry has innovated and adapted for the future in the wake of the pandemic.
STB CEO Keith Tan said: “The needs and expectations of travellers are changing significantly. As borders gradually reopen around the world, the tourism industry must work together to innovate, develop solutions and reimagine what the new travel experience can and should be. With SingapoReimagine Global Conversations, we hope to provide a platform for such innovation, and a voice for leaders in the tourism sector and beyond.”
SingapoReimagine Global Conversations is a key part of STB’s SingapoReimagine initiative, which was launched last year to affirm the destination’s commitment to shape a new standard for travel, through safety, technology, experiences and sustainability.
The series comprises three key forums, with overseas adaptations. The first forum, titled Reimagine Experiences, is available on-demand in four video episodes released weekly on STB’s website and YouTube channel starting today. The episodes will tap into the top minds in tourism and lifestyle, through a rich blend of interviews, rapid-fire questions, and data insights, to inspire new collaborations and ideas.
The other two forums, which will focus on the themes of travel journeys as well as sustainability and wellness, will be introduced later this year and in 1H2022.
In the first episode, global trend forecaster and data partner WGSN unveils deeper insights into three future traveller profiles – The Wander Must, The Mindful Explorer, and The Slow Pacer – that will influence the future of the travel industry, as well as actionable steps for industry stakeholders.
Reimagine Experiences will spotlight different topics with featured speakers from across the attractions, design, entertainment, events, hospitality, sports, technology, and MICE industries. These include Warner Music Group; travel and lifestyle company Blue Sky Escapes; local experience curator Tribe; National Gallery Singapore; sporting events organiser Ironman Group; as well as Raffles Singapore and Double Confirm Productions & Sight Lines Entertainment, which collaborated to produce a first-of-its-kind interactive virtual play within the hotel’s premises.
To further discussions on reinventing the travel experience, SingapoReimagine Global Conversations will be rolled out in overseas markets in localised formats.
These include the US where SingapoReimagine Global Conversations will partner with The New Yorker Festival to feature a moderated panel session on food and sustainability. In China, it will take place as STB China MICE conference, which will include a panel discussion on topics such as tech-enabled experiences and sustainability. In the UK and Dubai, it will take the form of a panel session on sustainable travel and building liveable cities.
To catch all episodes of SingapoReimagine Global Conversations, visit bit.ly/globalconvos.