May 25 2016 I No. 2399

SOUTHERN AFRICA’S TRAVEL NEWS WEEKLY

INSIDE

TRAVEL NEWS WEEKLY

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FEATURE

NEWS

FEATURE

FLY BLUE CRANE A new route is launched Page 4

New developments to draw travellers Page 9

Fresh ideas on how to upsell Page 11

Now govt readies to chop transaction fees

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ATIONAL Treasury will publish a tender at the end of May, with the aim of selecting a panel of 10 TMCs that will be approved to deal with government travel. In the bids they submit, TMCs will need to specify a set management fee for the work they will be conducting for government instead of a “per transaction service fee”, a government official said, who spoke to TNW on condition of anonymity. Once Treasury has approved the panel of 10 TMCs, the various government departments will be able to hold “closed tenders” to select their preferred TMC partner from the panel. The tender process will take some time and the panel of TMCs is only expected to be appointed by October this year, the official said. Meanwhile, TMCs who currently provide travel services for government, continue to liaise with Treasury in the hope of finding a resolution to the current service fee issue. The new ‘standard remuneration model’ has cut all rebates, overrides and volumebased incentives from suppliers to TMCs, without making provision for increased service fees. For the past few weeks, all rates offered to government have been nett and non-commissionable. TMCs have highlighted the issue with Treasury, submitting revised service fee proposals for services rendered until the end of October that will ensure the financial viability of continued operations. However,

agents say although Treasury promised to consider proposals and respond this month, they have yet to hear back from government. “We can’t go on much longer like this. Each day that’s passing without a resolution to this problem is hurting our businesses. If we don’t get an answer this week (May 18), we’ll have to escalate the matter,” one travel agent told TNW. Meanwhile, Asata continues to engage with the TMCs involved. The association has also engaged the Department of Tourism to assist on this matter. “Meetings continue to take place behind the scenes,” said Asata ceo, Otto de Vries. “There will be a detailed session at the Asata Conference around Treasury,” he adds.

Public sector workshop The Global Business Travel Association (GBTA) Southern Africa will host a Public Sector Workshop early next month, looking at the implementation of National Treasury’s cost containment policy. The event will be held on June 2 at the IDC (Industrial Development Corporation) in Sandown from 08h00 to 13h30. For more information, contact Sharon Richards-Lund at [email protected]. ■

Sey what? Beachcomber Tours is offering special rates to Sainte Anne Island in the Seychelles. Early bird rates at a 20% discount are valid for travel from August 1 - October 31. Four nights’ accommodation is priced per person sharing as follows: Garden Villa R24 785; Tropical Villa R28 230; Pool Villa R31 745; and Beach Villa with pool R38 220. Rates are inclusive of the return Air Seychelles airfare departing Johannesburg (excluding taxes of R3 553pp), return transfers and bed and dinner daily. Enjoying a small piece of paradise (from left) are: Kirsten Johnston and Nikki Briant, both sales executives of Beachcomber Tours. Photo: Shannon Van Zyl

Comair wins battle, but what about the war? Taryn Nightingale COMAIR may have succeeded in winning an interdict preventing the Air Services Licensing Council (ASLC) from potentially revoking its licence, but the war regarding the airline’s compliance in terms of foreign ownership is not over. On May 17, the Pretoria High Court granted Comair an interdict that “ensures continued operations”.

The interdict application went ahead unopposed by the ASLC. “Council is choosing to fight the merits of the case, which is the issue of compliance,” Andries Ntjane, deputy director for licensing and permits of the Department of Transport, told TNW. At a council meeting earlier this month, the ASLC found Comair to be non-compliant with the Air Services To page 2

Visit AgentConnect.biz your dedicated website.

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NEWS

Some 44 players took part in the annual Friends of City Lodge Golf Day at the River Club in Johannesburg Friday, May 13. The travel industry was well represented, joining players from various other industry sectors. Pictured preparing to teeoff are the eventual winners of the day (from front): Melanie van Heerden, City Lodge company secretary; Ramon Geldenhuys, 360 Degrees Travel; Andrew Mcdonic, American Express Travel; and Patrick Tate, divisional operations director of City Lodge.

Top web stories  Comair fights to keep flying amid foreign ownership dispute  Comair averts grounding  BA reviews its controversial refunds policy  TNW pick: New cover for agents on its way  Are tough times resulting in dirty business tricks?

Lucky Friday 13th!

SAA partners with Brazil carrier

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AA has entered a new codeshare agreement with its Brazilian Star Alliance partner, Avianca Brasil, offering customers access to further destinations into Brazil. Through the agreement, SAA customers are now able to travel on selected Avianca Brasil flights under the “SA”

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Rubes®

By Leigh Rubin

code, connecting pax from São Paulo’s international airport to Brasília, Cuiabá, Curitiba, Florianópolis, Fortaleza, Goiânia, Juazeiro do Norte, Maceió, Porto Alegre, Recife, Rio de Janeiro and Salvador. SAA operates ten weekly frequencies between

Johannesburg and São Paulo. In turn, Avianca Brasil customers can now travel on the “O6” Avianca Brasil code from South America to Johannesburg. Both carriers are already selling tickets through all their sales channels for travel, effective May 17. ■

Comair wins battle

“Once Ricky entered the room, he knew there would be no turning back. It would be him against the elements.”

Founding Editors: John H Marsh (1914-1996) TRAVEL NEWS WEEKLY

www.etnw.co.za Published by Travel & Trade Publishing (Pty) Ltd Printed by Juka Printing (Pty) Ltd Phone: (011) 327-4062 Fax: (011) 327-4094 E-mail: [email protected] Web: www.nowmedia.co.za Address: Now Media Centre, 32 Fricker Road, Illovo Boulevard, Illovo, Johannesburg. PO Box 55251, Northlands, 2116, South Africa.

Leona Marsh (1923-2003)

EDITORIAL Managing Editor: Natasha Schmidt [email protected] Deputy Editor: Debbie Badham [email protected] Journalists: Darise Foster Dorine Reinstein Susan Reynard Taryn Nightingale Photographers: Production Editor: Ann Braun GROUP PUBLISHER David Marsh SALES Sales Director: Kate Nathan Ad Co-ordinator: Anthea Lucas PRODUCTION Design Head:

From page 1 Licensing Act in terms of its foreign ownership, which stipulates that no more than 25% of the voting rights in a domestic airline may be held by foreigners. The issue of compliance has to do with Comair failing to inform the ASLC of changes in its management plan and shareholding, particularly with regard to foreign ownership changes within its largest shareholder, Bidvest, says Andries. Comair ascertains that it is compliant with the Act. Ceo Erik Venter told TNW: “Comair is confident that it has always been compliant with the Act and that the decision of the Council has no merit.” He says the initial complaint arose two years ago, when FlySafair laid a complaint with the council, alleging that when

Comair bought back 10% of its shares that it resulted in a change in control and exceeded its 25% foreign shareholding. He points out that when Comair bought back 10% of its own shares this had the effect of increasing the percentage of shares held by shareholders by 10%. As Bidvest held 26% before the buy-back, the shareholding then moved up to 29%. This is still well short of the 50,1% needed for Bidvest to become a controlling shareholder, Erik says. “Likewise Comair had 17% foreign shareholding at the time and this would therefore increase to 17% divided by 90%, which equals 19%, which is far from the 25% limit. So there is no merit in the argument of the share buy-back.” FlySafair then proposed

that the council look at the shareholders of Comair’s shareholders. That is, the foreign shareholders in Bidvest, as it must be assumed they exercise control in Comair via their shareholding in Bidvest. “This concept is completely impractical when applied to listed companies and is not applied in the Licensing Act or in common law,” Erik says. The council will go to court within the next two weeks to contest the issue of noncompliance, Andries says. “We have to unpack the matter in court so the public can see with which aspects of the Act Comair does not comply. If the court determines that the airline does not comply with the Air Services Licensing Act then Comair’s licence will be cancelled and they will not be able to fly,” he says. ■

Shannon Van Zyl Megan Fischer

[email protected] [email protected] [email protected] Dirk Voorneveld

SUBSCRIPTIONS Circulation [email protected] TNW7598SD

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Fly Blue Crane expands Hilka Birns

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Celebrating Fly Blue Crane’s first arrival in Windhoek are (from left): ceo, Siza Mzimela; lead cabin attendant, Sinethemba Noyile; chief pilot, Captain Chris Smit and coo, Theunis Potgieter.

OUTH Africa’s newest airline, Fly Blue Crane, is rapidly expanding regionally. The airline has been granted 14 frequencies from Johannesburg to Maputo, Mozambique and 14 from Johannesburg to Manzini, Swaziland, says ceo, Siza Mzimela. She says South Africa’s International Air Services Council has given its approval for the two routes and a launch date will be announced in the next few weeks, once the airline receives its foreign operator permits from Mozambique and Swaziland. She says the Maputo route will require careful planning because Fly Blue Crane has been restricted to 400 seats per week on that route. The airline currently leases two 50-seat, single-class, Embraer Regional Jets (ERJ) 145s from Johannesburgbased Solenta Aviation and

is currently in discussion with the leasing firm for two more ERJ-145s for use on the new routes. It plans to upgrade to 90-seat aircraft next year in order to grow its routes, Siza says, but she declined to specify which aircraft type were being considered. This follows the successful launch on May 13 of the airline’s first international service with twice-daily flights from Cape Town to Windhoek, Namibia. Speaking to TNW at Cape Town International Airport before the inaugural flight, Siza said the airline was offering competitive fares combined with a quality product and onboard service on the route. She says Fly Blue Crane is keen to introduce one or two more domestic flights but that ultimately the airline’s focus is on the region and it will be looking at additional bilateral route rights to the rest of Southern Africa. “There is still a need for additional capacity in the

region at certain times of the day with smaller gauge aircraft,” she says. Domestically, the airline currently serves secondary routes between Johannesburg and Kimberley and Johannesburg and Bloemfontein, both of which are mostly used by business travellers. Its flights from Kimberley to Cape Town attract VFR and leisure travel. Having launched in September last year, traffic on Fly Blue Crane is picking up, Siza says, especially since it is now bookable on Amadeus and Travelport, with travel agents earning 5% commission. “Everybody who has tried our product has been pleasantly surprised,” she says. “Every month our figures show that we are growing, but there is still a lot of work to be done, because of the competition and [because] we have to introduce people to a new brand.” ■

Crystal River Cruises unveils first vessel CRYSTAL Mozart, Crystal River Cruises’ first vessel, will set sail on July 13 on its maiden voyage round-trip from Vienna. The 158-guest capacity Crystal Mozart will comprise window suites of 219sq ft, deluxe suites of

219sq ft, penthouse suites of 330sq ft and two-bedroom Crystal Suites of 883sq ft. One-bedroom penthouses and two-bedroom Crystal Suites will feature French balconies, walk-in closets, separate showers

and oversized bathtubs. Crystal’s butler service will be available with every guest suite. The vessel will offer various dining options, as well as fitness, spa and salon facilities at the Crystal Life Spa. ■

Visit: www.travelinfo.co.za

Creating memorable holidays all year round! Learn more in the online workshop. WIN one of 5 luxury travel bags valued at R1 800 each! ENTER the prize draw by completing the online workshop.

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NEWS

BA reviews its controversial Air Mauritius and Emirates refunds policy sign partnership Taryn Nightingale

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RITISH Airways is reviewing its new refunds policy, following an outcry by agents who see it as “a way to make more money”. The airline sent out a notification saying it would, from May 10, start introducing a new “simple and automatable refunds process”, which sees the airline now charge a refund fee per sector, rather than per ticket. The current policy states that “all fare components are refundable minus the largest cancellation fee”, whereas the proposed new policy states that “all fare components are refundable minus the cancellation fee for each

fare component”, the airline said in the statement. The new policy is part of a “global standardisation bench-marking process” intended to streamline the current policy. “The automation will lead to a reduction in the time taken to process refunds for British Airways customers. We will begin the process with public fares and later private fares, helping to streamline the overall customer experience,” the airline said. When TNW asked BA for further comment, a spokesperson for the airline said: “The new refunds policy is being reviewed and might change but we will only have confirmation of this early next week.” ■

Turkish ups Durban frequency TURKISH AIRLINES will increase its flights between Istanbul and Durban from four to five flights per week. As of October 31, flight TK042 will depart Istanbul at 19h55, arriving in Johannesburg at 05h55 the next day. The flight then leaves

Johannesburg at 07h10, arriving in Durban at 08h25. Return flight TK043 departs Durban at 16h50 on that same day and arrives in Johannesburg at 18h10. The flight then leaves Johannesburg at 19h25, arriving in Istanbul at 05h10 the next day. ■

A NEW partnership between Air Mauritius and Emirates Airline, effective May 11, allows each airline’s loyalty programme members to earn and redeem miles on both carriers. Air Mauritius’s Kestrelflyer members can now earn miles when flying with Emirates and benefit from economy and business class award tickets on Emirates operated flights. Kestrel Gold members have access to the Emirates Business Class Lounge in Dubai when travelling with an Air Mauritius ticket number on Emirates operated flights with Air Mauritius flight numbers, on the Mauritius-Dubai-Mauritius

sectors. Kestrel Gold members also have access to the lounge when flying on Emirates operated flights beyond Dubai with either an Air Mauritius flight number or an Emirates flight number, provided the travel is in conjunction with the MauritiusDubai-Mauritius sectors. Kestrelflyer members are eligible to earn varying numbers of miles when travelling on Emirates flights in certain booking classes. Some flights are not eligible to earn Kestrelflyer miles. A full list of inclusions and exclusions, as well as terms and conditions, is available from the airlines. ■

To the point PROTEA Hotel Karridene Beach on the KwaZulu-Natal south coast closed on May 2 for extensive refurbishment. Rooms and other facilities will be available from late June, with the official reopening set for July 28. The beachfront property is near Amanzimtoti, alongside the Umsimbazi Lagoon and 20 minutes from Durban. Protea Hotels is a member of Marriott International.

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NEWS

BA ups capacity to match demand Taryn Nightingale

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RITISH AIRWAYS is looking to increase capacity during its peak season with additional rotations of the larger A380 aircraft and reconfigured Boeing 737 on its JNBLHR route. The airline wants to match offering with demand, says Edward Frost, regional manager, British Airways South and East Africa. From November 1 to December 31, 2016 and February 1 to 28, 2017, the airline will deploy an A380 on flights BA54 and BA57 on Tuesdays, Thursdays and Sundays. A reconfigured Boeing 747 will operate the service on Mondays, Wednesdays, Fridays and Saturdays. The additional A380 combined with the reconfigured B747 rotations will see an overall increase of nearly 500 seats offered per week during peak season, says Edward. “The route is busy in so far that November to February is a great time from a weather perspective and we do see some people coming from the UK to holiday in South Africa. There are a lot of people [from South Africa] wanting to see family and friends in

the UK for Christmas,” he says. The A380 offers a total of 469 seats, with 14 in first class, 96 in business and 303 in economy. The reconfigured Boeing aircraft will operate with 14 first class, 86 club world (business), 30 world traveller plus (premium economy) and 145 world traveller (economy) seats. The change sees an increase of 34 club world seats, as well as a reduction of six seats in world traveller plus and 40 seats in world traveller. The airline currently offers two daily direct flights to Heathrow: an A380 services flights BA56 and BA55 and a Boeing 747 services flights BA54 and BA57. From January 1-31, 2017 and March 1-25, 2017 the airline will only operate the reconfigured Boeing 747 on flights BA57 and BA54. An A380 will continue to service flights BA55 and BA56. Although the number of economy class seats will decrease and business class seats increase, Edward says: “There are fewer leisure travellers flying during this period whereas business travellers fly throughout the year.” ■

Incredible India

Travel Vision hosted workshops for travel agents in May, promoting its products in India. Yatra Exotic Routes discussed its expanded portfolio of hotels available to those wanting to visit the country. Air Mauritius and Air Seychelles also showcased their connections into Indian cities including Mumbai, Chennai and Delhi via their hubs. Pictured here (from left) are: Faziela Behra, business development sales executive Southern Africa, Air Mauritius; Annemarie Lexow, sales and marketing manager, Travel Vision; Gautam Kaul, coo, Yatra Exotic Routes and Samantha Leisher, sales executive, Air Seychelles. Photo: Taryn Nightingale

For the record In the May 18 issue of TNW, it was incorrectly reported that Marco Ciocchetti opened XL Sandown Travel. Marco, in fact, opened the Sandown Travel Concept Store. XL Sandown Travel has been in business since 1969. TNW apologises for the error.

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NEWS THEY SAY YOU CAN’T

Choose your Family. NONSENSE 194 ITCs HAVE CHOSEN eTravel,

AND They’re all Family

It’s all about family… eTravel is all about a family relationship that exists between eTravel and its ITCs. That’s why eTravel offers a helping hand to its ITCs in times of crisis. Here’s how eTravel lent its support to its ITC’s recently: When Gateway2Travel filed for bankruptcy last month (April 2016), some eTravel ITCs and their clients were affected although the company was not a preferred partner of eTravel. eTravel maintained constant communication with its ITC’s, providing information it had received on what processes to follow and whom to contact in order to rebook their clients with a new supplier or directly with the hotels, and to try and claim back some of the financial losses. FIONA WATERMEYER FROM AEROPLAN TRAVEL I was overwhelmed with the offer of support when faced with many unpaid Gateway bookings. What seemed impossible suddenly had a solution with the help of the Etravel Management Team. You are the anchor to our business KATHY COWIE FROM TRAVEL PALS From the time I joined eTravel almost a year ago I have felt part of a big and caring family which has benefited not only us as travel consultants but also our clients. This caring ethos has never been more obvious than when the demise of Gateway2Travel left many agents in dire straits. eTravel immediately came to the rescue putting agents’ minds at ease and ensuring clients were not left stranded by ensuring all bookings would be secure and subsidising extra payments that needed to be made. This is family concern and caring at its best far beyond the call of duty.

Flight Centre’s flagship store in Sandton City, Johannesburg is run by (from left): Angela Dowse, assistant team leader and Riaan Momberg, gm. Photo: Susan Reynard

Flight Centre rolls out new-era stores

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LIGHT Centre is revamping and repositioning its stores to incorporate more of a retail feel. With almost all of its reported business originating from its retail stores, the emphasis is on removing barriers between customers and staff and creating an exciting environment in which to work and close sales. The company has 170 businesses – 110 of which are high street stores – and to date 20 new-look stores have been rolled out nationally, with the plan to convert the remainder of the stores by 2019, says md, Andrew Stark. The cost of conversion is between R550 000 and R1m depending on the store, he says. The revamp takes the travel retail experience for the public beyond that of traditional agencies explains Andrew. Curved, triangular desks in various configurations mean consultant and customer do not have a barrier between them. Walls of brochures easily accessible to the public welcome rather than intimidate. Digital signage – particularly a board of flight specials facing passers-by – allows each store to market destinations of specific interest to its demographic. Andrew says Flight Centre is “thinking like a true retailer and not

a traditional travel agent”. The flagship store in Sandton City, Johannesburg is headed by up gm, Riaan Momberg. It has 14 desks and trading hours are: 08h30 to 20h00 Mondays to Fridays, 09h00 to 20h00 on Saturdays and 09h00 to 18h00 on Sundays. The extended trading hours necessitate two shifts of staff. Andrew says, “Extending the hours was a no brainer and something we needed to do. Our people love it as it allows them to study or spend time with family.” Riaan says layout of the store allows customers to browse the brochures displayed by holiday type (such as Beach; World Wide; Youth and Adventure; Cruise, Touring; Hot Deals; Flights Plus), which serves as a starting point for conversations, followed by sit-down chats. Tea and coffee are served all day and drinks during “happy hour” to encourage clients to feel at home discussing their travel plans The corporate philosophy sees staff taking turns to vacuum the carpets, polish the desks, tidy the shelves and wash the mugs. “This is our store and we take ownership of what it looks like,” says Angela Dowse, assistant team leader. ■

Variety Cruises heads for new destination To get started call Tammy on 0861eTrav1 or email [email protected] Or visit etravel.co.za for further information Venture into new territory. A wealth of opportunity awaits.

Work for yourself. Not by yourself.

VARIETY Cruises, represented in South Africa by Discover the World, will offer small ship cruises to Iceland from June 2017. Its Iceland ‘Journey in the land of fire and ice’ week-long cruise will include experiences of volcanic landscapes, geysers,

hot springs, waterfalls, glaciers and black-sand beaches. Sailing on the M/Y Callisto, the newest addition to Variety Cruises' fleet of yachts, up to 35 passengers will discover destination Iceland. The trip includes natural and cultural sights and experiences. ■

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With a number of major developments in the pipeline, KZN expects growth in domestic tourism, writes Michelle Colman.

New developments to attract local travellers

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ESPITE a recent decline in domestic tourism, tourism authorities are confident new travel initiatives will succeed in drawing local travellers to KZN. In 2013 the Department for Economic Development and Tourism (DEDT) in KwaZuluNatal (KZN) published a Tourism Master Plan, a longterm strategy covering a 19-year period. Its vision was to become globally renowned as Africa’s top beach

destination. The plan’s targets included increasing both international and domestic tourist arrivals. Despite the targets set, the KZN share of the domestic market declined to 18,7% in 2014 from 29% in 2009. The DEDT says that at the moment it is 328 000 trips down for the third quarter of 2014. However, the department notes that the final quarter frequently contains the largest number

of trips for any quarter of the year. It attributes low numbers to the economic downturn, which has impacted South Africa. “However, as Tourism KZN we continue with our aggressive marketing campaigns to ensure that we continue to get the lion’s share of the domestic market,” the DEDT says. “Looking at our various marketing interventions, we foresee a growth in domestic tourism.”

Iconic projects span berg and beach THE development of “iconic projects” identified in the Master Plan to enhance the tourism competitiveness of the province, is at varying stages. Among these, and somewhat controversial from an environmental point of view, is the Drakensberg Cable Car, to be built in the Busingatha Valley at Mount Amery, just south of the Royal Natal National Park and on the Lesotho border, with a possible extension into the neighbouring kingdom. According to DEDT, a feasibility study and business plan were completed during the 2013/2014 financial year and pointed to the need for a full environmental impact assessment (EIA). A similar feasibility study and business

plan is currently being conducted on the Lesotho side by the same service provider, Graham Muller and Associates. Resort and beach hotel developments are other iconic projects KZN has lined up, a response to a “lack of integrated beach resorts” highlighted in the Tourism Master Plan. Tourism KZN (TKZN) ceo, Ndabo Khoza, says beach resorts accommodating 300 people are a minimum requirement from an airlift and charter point of view. “Although there is a good variety of accommodation in and around Durban, we do not yet have an international hotel and resort operator to appeal to the mass-market traveller or to the volume focused tour

operator,” he says. This is backed by research among international tour operators, who confirm that an absence of critical mass, internationally brand-recognised beachfront hotels spanning the threeto five-star markets, is a hindrance to the province. Potential resort sites such as Nonoti, Blythdale, Tinley Manor and Sibaya can offer hundreds of rooms. The Beach Resorts Development Programme, a collaboration by TKZN, Trade and Investment KZN, and Tongaat Hulett’s development arm, is facilitating the construction of facilities in these locations. They are at an advanced stage in planning, obtaining environmental approvals and sourcing of investors, developers and operators.

Coming soon THE Nonoti Beach Resort is located at KwaDukuza (formerly Stanger), next to Prince’s Grant Golf Estate. Easily accessible from the N2 freeway, it is some 20 minutes’ drive away from King Shaka International Airport. Plans include four nodes of accommodation facilities totalling 822 beds, six restaurants and bars, a 200-seater conference facility with 100-seater breakaway room, a wellness centre and curio/beach/surf shop. A developer is still being firmed up. At Blythedale Coastal Resort, the Elan Group is developing a R15-billion facility with an 18-hole championship golf course, equestrian centre and sporting school. Resort facilities include three beach nodes consisting of swimming pools, restaurants, bars and convenience shops. Hotel facilities comprise a themed resort area with 600 rooms and 200 resort units, wellness centre and spa. Also at Blythedale, the proposed Sovereign Sands Beach Resort will

consist of a 220-room four-star hotel, beach club/restaurant, wellness centre and meeting rooms. A number of three to six room private family villas, already constructed, will supplement the accommodation. In Umhlanga, the skyline is set to undergo a transformation with the introduction of Oceans Umhlanga, a Dubai-style mixed-use development valued at over R3,1 billion. The project of the Edison and Ducatus Property Groups, it will consist of two residential towers with 460 apartments, a 33 000sqm shopping mall and a 200-room five-star hotel. It’s all systems go for another project, the Point Waterfront development, with the infrastructure roll-out plan for the project expected to begin in June. It includes a promenade extension from uShaka Marine World to Vetches Pier (harbour entrance channel) to create a wraparound promenade, as well as a five-star, 300-key hotel.

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KwaZulu Natal

Beach holidays are still tops

Activity-driven resorts a draw card INDUSTRY experts agree that new developments will contribute to growth in domestic tourism, saying resorts will play a significant role in attracting local travellers. Asked whether events the size of the Commonwealth Games, which Durban will host in 2022, would attract South Africans to KZN, group brand manager of Premier Hotels, Alan Campbell, said it might draw those who had visited the province. However, the advantage of such events was their benefit on infrastructure improvements. Ceo of the City Lodge Hotel Group, Clifford Ross, agreed, saying: “With the upgrading of the infrastructure to accommodate all of this development, it will certainly help make Durban the destination of choice for domestic travel.” Alan said that with the value of the rand putting overseas destinations further out of South African reach, resorts would have an increased role to play in the domestic leisure market. Premier had sites in mind for new

resorts and was notably impressed with Umhlanga, but “how they would unfold has yet to be finalised,” he added. “Resorts in South Africa are an exciting opportunity, especially the activity-driven resort which offers a complete holiday.” Alan said KZN’s beaches are spectacular but unfortunately tend to be overshadowed by Cape beaches. He felt there were excellent ecotourism opportunities in the province, with great diversity in plant life. Premier Hotels’ KZN portfolio includes hotels in Durban, the Southern Drakensberg, Richards Bay and Port Edward. “Occupancies are definitely up at all hotels and last year was a good one for us. All hotels are performing equally well,” said Alan. City Lodge, too, has witnessed increases in domestic leisure travel throughout the province. The group has properties in the City Lodge and Road Lodge brands in KZN. Clifford indicated there is a further development in the pipeline “but no official announcements yet.”

DURBAN (surpassed by Cape Town) weighed in as the second most popular leisure destination in a Facebook survey conducted by Mango Airlines. The low cost airline asked members of its Facebook page, now ranked in the top 10 of South African social communities, to share some of their travel habits. The survey also spotlighted the South African preference for beach holidays, with 46% preferring sun, sea and sand over the 12% who wanted the hustle and bustle of city getaways. According to Hein Kaiser,

spokesperson for the airline, “Durban is and always has been one of our busiest stations with several hundred thousand guests travelling in and out of the city to Cape Town, Johannesburg and Lanseria via Mango.” He felt that domestic airlift to and from the city was sufficient. “At this time Durban is very well serviced by Mango as well as a number of other carriers. In fact, by traveller volume, Mango is the largest carrier in and out of King Shaka International Airport. During peak times Mango traditionally increases its schedule to further service demand.”

The Drakensberg offers travellers something different. Photo: KZN

Top tips from the trade OFFERING deals that represent value for money are the way to sell KZN, says Candice Perry, Marketing Campaigns and Brochure coordinator of Thompsons Holidays. Having a diverse range of product suitable to any traveller irrespective of needs, will also place the travel consultant on a strong footing. “We have a high success rate in booking KZN with Durban and

Umhlanga being the particular favourites; this comes down to the affordability and the ever-favourable climate suitable for year-round travel.” Outside of the beach resorts, Candice says hotspots to explore include the Battlefields Route, Valley of a Thousand Hills, Kamberg, Giants Castle, Umtamvuna, Oribi Gorge and the Garden of Remembrance in Pietermaritzburg. ■

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FlightCentre, Eastgate The second my phone call was answered I felt as if I were talking to someone who were willing to help me as best they could. The travel agent listened attentively to my request and ensured that they asked me for all my contact details and posed a series of qualifying questions in order to understand my budget and the size of my wedding party. However, when I told the agent what kind of experience I was looking for it appeared as though they hadn’t heard me; they preferred instead to focus on selling Zanzibar to me and I felt as though my request to go to Réunion had been ignored, although

The Naked Agent

Harveyworld, Auckland Park

An international couple – South African bride and Swiss groom – are looking to bring their families together and marry in a central location outside of South Africa. After the wedding, the couple want to spend an adventurous and active honeymoon in either Zanzibar or Reunion Island.

Think outside the box Thompsons Travel, Durban AFTER the phone rang long enough for me to wonder whether someone was going to answer or not, I was greeted by warm and professional travel specialist, Christine Frayne. I felt as though she was immediately interested in what I had to say. Christine absorbed what it was that I wanted and then asked me questions to clarify what I was expecting. When I told her that I wanted an adventurous holiday in either Réunion or Zanzibar she quickly explained Christine Frayne the difference between the two destinations. another alternative. She debunked any Christine brainstormed a preconceptions I had solution that was outside about Zanzibar being the box I had presented ideal for an active her with but still matched adventure-seeking couple my expectations of or Réunion being a cheap wanting an active destination. She then honeymoon where both suggested Mauritius as families could meet and an alternative and when have some holiday time I was not won over by together. the idea she presented She suggested a wedding

the agent absently said that they would look into it. The agent demonstrated a lot of product knowledge about Zanzibar but it felt more like they were rattling off what they had learned rather than listening to what I really wanted. The agent was very helpful in mentioning when would be the most appropriate time to travel, suggesting low season and not December as I had requested, saying that this was likely to save me money and would more likely guarantee availability. This agent, although promising to get back to me with a quotation, did not.

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in Durban (so that the Capetonian family could break away from home), followed by a short holiday stay in a lodge in Hluhluwe. Her suggestion provided a way that we could have a wedding that was still “away” from home and within budget. As per Christine’s suggestion, my fiancé and I would then travel to Réunion after the wedding to enjoy our honeymoon. I felt as though she took my request seriously and still kept me excited about the wedding despite my initial expectations not being met. The only flaw I could find in Christine’s sales technique was that she neglected to get my contact details at the end of our chat. She did, however, give me her direct number should I be interested in following up.

Although this agent was easy to talk to, they failed to gain my trust and make me feel as though they would follow through on my request. They recorded all my contact details before continuing with the conversation. I told the agent what I wanted and although they asked me to clarify my expectations they didn’t ask me any questions relating to what my budget was or how many guests I wanted to have at my wedding. I felt rather anxious that the agent didn’t confirm that they understood that

I wanted them to organise travel for both my wedding and honeymoon. However, when I asked if they understood, they answered patiently. I had to drive most of the conversation; this travel agent could certainly learn to ask more questions pertaining to the client’s needs. The agent ended off the conversation saying that they would send my request to a tour operator and email me a quote. A week later I still had not heard back.

Christine’s top tips  Establish what sort of honeymoon the couple is looking for: where do they want to go? What kind of activities do they want to try?  Know the client’s budget and how to ask for this information in a way that doesn’t put the client off. Christine suggests

asking: “Are you looking for a three-star or fivestar holiday?” versus “How much do you want to spend?”  Make sure that you know the number of people attending if you want to recommend wedding destinations.

Take note! The purpose of the Naked Agent in this series is to access the experience from only a sales skills perspective and not the effectiveness of the travel agency. TNW believes that sales skills are increasingly important to travel agents and, in many cases, improvement in selling skills is the easiest way to increase the prosperity of the agency and its consultants. The Naked Agent is designed to raise awareness of the opportunity and build awareness of the need.

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Couples want adventure Selling wedding and honeymoon travel can be lucrative. What are some of the ways agents can upsell to clients? Taryn Nightingale reports.

Great ideas on how to upsell

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S HONEYMOONS and weddings are an emotional sell, couples are often willing go beyond budget for that once-in-alifetime experience. “These are the clients where you have the opportunity to upsell,” says Sue Howells, sales and marketing manager of African Synergy. “We find that weddings in the bush and weddings in the countryside are a favourite. When people opt for a destination wedding, they want scenery and elements that they are not able to find in the city,” says Rina Cilliers, sales, marketing and reservations gm of Legend Hospitality Group, adding that this simple fact gives agents a good base from which to upsell. Agents should not assume that the client can’t afford the additional and optional extras, says Alexis Bekker, LUX* Resorts and Hotels head of sales and marketing for South Africa and Africa. “This is their honeymoon or wedding and they want it be

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special.” She suggests agents start by selling premium hotels (instead of the less expensive options), saying that once the agent has suggested this they can then look at upselling the meal plans on offer or even possibly look at selling an allinclusive offering. With LUX* Resorts and Hotels, agents earn commission off each package sold, including allinclusive packages. “We offer commission on flights and the accommodation and work according to commission on extras booked,” says Alexis. Agents can even upsell the client’s room type, agrees, Joanne Visagie, sales and marketing manager of Beachcomber Tours. Agents receive their standard commission percentage on the FIT package they book as well as the wedding package, if applicable, when booking with Beachcomber Tours. Sue suggests that when agents sell a junior suite (entry level room) at Constance Ephelia Resort that they inform the client of

the other available options. “Tell them that there are private villas available, show them images, let them understand the full potential of the higher room categories.” Agents can suggest a split stay and upgrade the resort for the latter portion of the clients’ honeymoon if they cannot afford or choose not to do it for the entire honeymoon, adds Joanne. When booking a cruise, agents can increase the commission earned by offering their clients an allinclusive package or by selling the auxiliary requirements, including accommodation before and after the cruise, flights and transfers, says George Argyropoulos, md of Cruises International. He adds that when an agent sells a cruise brand from the Cruises International portfolio, commission is earned in dollars. “With the current rate of exchange, agents are guaranteed to earn at least R15 for every one dollar of their commission,” he says.

Experiential add-ons can be an additional source of income for agents, says Sue. “Not all couples want to toast themselves in the sun for a week,” says John Ridler, pr and media manager of Thompsons Holidays. He stresses the importance of suggesting destinations that offer day tours and adventure activities to wedding and honeymoon clients. “This could be a day cruise on a catamaran, a cooking course, an adventure park with challenges like abseiling and rope bridges over gorges, kite surfing, or diving lessons.” Thompsons Holidays allows agents to pre-book

these activities. “After the events of a busy wedding, beach time is a must to just have feet in the sand and relax in the sun. But, then after a few days, couples find their zest again and off they go to experience all sorts of activities from biking to water-skiing,” agrees Alexis. Honeymoon and wedding clients often book these activities direct when they are at the destination. “Rather the agent prebook and get the commission,” says Sue. “Agents should offer clients some romantic ideas, tours around the island or private boat trips.”

Bring the family! Travel agents can also earn more commission by booking the travel of family members who are attending the clients’ wedding. “Agents can suggest the couple take their vows at the same destination as their honeymoon and invite family and close friends to join, thereby increasing the numbers who travel and the commission earned,” says

John. He says Thompsons Holidays specialises in weddings at a number of destinations and takes care of all the arrangements, including proving a suitable preacher for the ceremony. Cathie Bester, national sales manager of World Leisure Holidays, says agents could also earn cash off the package by charging a service fee.

QUICK READ FOR DECISION-MAKERS

How to turn quotes into bookings SOUND product knowledge will help agents clinch the deal. Agents need to ensure they are as up to date as possible with their product knowledge so that clients feel confident in dealing with them, says Cruises International’s George Argyropoulos. “Consult with your client, do not be an order taker. It is up to you as the agent to match the client’s lifestyle to the cruise brand that is suitable. Agents are the experts and they need to own that,” he says. Agents should continuously update what they know about their suppliers by remaining open to extensive training as it’s not always possible to get first-hand experience of a destination, says African Synergy’s Sue Howells. “Knowing your product confidently helps clinch the deal.” Even a destination that agents know and sell often can cater to a different market, so it is worth always updating oneself with product developments, agrees Lesley Simpson, spokesperson of the Tourism Authority of Thailand. She says that although

George Argyropoulos Thailand offers mainly three-star packages and is geared more to young honeymooner couples that want to lie on the beach during the day and party at night, specifically in places such as Phuket and Phi-Phi, there is also an emergence of a market that wants something different. Elephant Hills, a luxury tented facility situated next to Khao Sok National park in Thailand, is one such example and offers accommodation that would appeal to outdoor enthusiasts.

Go the extra mile TO HELP clinch the deal agents should inform their clients of the extras that can be arranged to help make their wedding or honeymoon travel more special, says Alexis Bekker from LUX*. “Weddings in Mauritius are also recognised as legal and official so should the couple want to do the full traditional wedding on the island, this can all be arranged legally without having to wed in South Africa prior to departure.” Agents also need to be able to give their clients the most viable product to suit their budget, says Cathie. “They’ve seen pictures featured of a wedding at Shangri-La’s Le Touessrok but they can only afford Veranda and agents need to manage those expectations.” She says agents who are unsure of what to advise the client have to learn to ask questions from others

Agents need to consider the best product for their client’s budget. Photo: Regent Seven Seas Cruises who do know. Some tour operators will meet with their travel agents to go

through the pros and cons of its properties to help agents capture the sale.

Ask specific questions AGENTS should spend as much time as possible consulting with their clients. “Couples will go see a destination at a wedding expo or in a bridal magazine and then ask three different agencies to provide them with a quote and the one that offers the best service at the end of the day will be successful,” says WLH’s Cathie Bester. “Taking time to ask clients what their likes are and what they anticipate from their honeymoon or wedding lets them know you are truly interested and makes you more accurate in your choice of hotels that you will recommend and quote on,” says Sue. Lesley agrees that it is important agents ask their clients questions that are as specific as possible, for example: “Are you a night person? Do you want to go and lie on the beach? Are you the type of person who would want to go walk down Bangla Road in Thailand and see all those lady boys?” She says by knowing the

Joanne Visagie specifics, agents can give clients the best possible honeymoon. “Your honeymoon is the most memorable holiday of your life,” says Beachcomber’s Joanne Visagie, adding that the best way an agent can ensure they have a happy client is by selling from the heart. She adds that knowing your product inside-out helps you sell more confidently and personably. TNW7583SD

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Weddings and honeymoons Great deals on offer TNW rounds up some great deals on offer for wedding and honeymoon travellers. 1. Affordable flights

Air Mauritius is offering a special to Mauritius, departing Johannesburg, for R2 100, excluding taxes, for travel until July 31 (excluding school holidays). During the airline’s Travel Smart season (low season), honeymoon couples receive an extra 20% discount on the bridal fare when travelling to the island. A very popular product is the airline’s last minute upgrade to business class, for only R1 900 per person on the A340, couples can start their honeymoon on board by experiencing the airline’s lie-flat product with French champagne and full service. The offer is subject to seat

availability on the day of departure.

2. Honeymoon gifts

Beachcomber Tours offers honeymoon specials, including a 30% discount on the land package portion ot the trip per person. Honeymoon gifts are also given to the couple, which include a bottle of French champagne, tropical fruit platter and a daily complimentary lunch. The couple also receives a gift voucher for redemption at the Beachcomber boutique.

3. Anniversary specials

Constance Ephelia Resort is offering honeymooners a 60% discount for the spouse on the meal plan for all

rooms except villas. Villas receive a 30% discount for the spouse on the meal plan booked. The package is valid for travel up to 12 months from the date of the wedding. Wedding anniversaries for each five-year interval – that is five, ten, fifteen-year anniversaries, etc – also qualify for honeymoon specials but travel must not be later than six months from the date of the anniversary. On arrival honeymoon extras include: Ephelia signature confectionary, a beach bag, one bottle of sparkling wine at turndown and one voucher with a 30% discount on a selection of spa treatments per couple

to be used once during their stay. The package is valid for travel until July 31 and from August 24 to December 26.

4. Aboard a love boat

Royal Caribbean is offering two cruises ideal for honeymooners. The sevennight Western Mediterranean cruise on board Vision of the Seas sails on August 13. Ports of call include Venice; Kotor in Montenegro; Corfu; Athens (Piraeus); Mykonos; Argostoli and Venice. Ocean view cabins start from R11 780 pps, including taxes, fees and gratuities. The seven-night Western Caribbean cruise on board Allure of the Seas departs on November 13. Ports of

call include Fort Lauderdale, Florida; Cozumel, Mexico; Falmouth, Jamaica; and Labadee, Haiti. Ocean view cabins start from R13 408 pps, including taxes, gratuities and fees.

5. Proposal packages

The Legend Hospitality Group offers an Extreme Proposal package for clients wanting to propose to their partner at Legend Golf and Safari Resort in the Entabeni Reserve. Valid until October 31, the proposal package is valued at R5 690 and includes helicopter flights, sparkling wine and a romantic picnic for two atop the Hanglip Mountain in the Entabeni Safari Conservancy.

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Weddings and honeymoons

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The venue is the most important element in wedding or honeymoon travel. Photo: Kwandwe Private Game Reserve

Selling special events with passion BY UNDERSTANDING how precious weddings and honeymoons are to their clients, agents can increase their bookings. This is the opinion of ITC and owner of Dash Travel, Rosa da Silva. She has a penchant for booking and arranging wedding and honeymoon travel. “Those first few days of married life will never come again and that’s the passion I portray to my clients. Then one client who tells another who tells another, and that’s how I end up booking a lot of honeymoons.” Agents must remember that the venue and setting is the most important element when booking wedding or honeymoon

travel. “People have a picture in mind of what they want their wedding to look like and we have to make their dreams come true.” Another important aspect is budget, says Rosa, and trying to make everything as special as possible within the client’s budget. When asked if she can do a honeymoon on a R10 000 budget Rosa confidently says: “Yes, then it will be a trip to Durban.” Travel agents should focus on adding small details to the client’s trip to make it more special. For example, Rosa ensures she informs the airline that her clients are on honeymoon before flying. “The airline staff will make

sure that somewhere on the trip they will do a little cake or bottle of champagne.” She says Singapore Airlines and Emirates will offer this service free of charge. Even if the airline doesn’t offer a cake or champagne, Rosa says there are other ways airlines are willing to make a wedding or honeymooning couple’s trip special. Kulula, on request, is willing to change their inflight announcement to include a mention of the honeymooners. She says these little bits and pieces are what make honeymoon and wedding travel more special than any other travel and are what will ultimately make it memorable for the couple.

How to work with budgets

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For a FREE subscription to TNW contact Gladys on [email protected] 16 n Wednesday May 25 2016

TURNING a couple’s wedding or honeymoon dream trip into a reality requires that agents understand how they can use their client’s budget to accomplish this vision. Rosa emphasises the importance of managing the couple’s expectations according to their budget. She says the two most important questions travel agents should ask are: “Where do you want to go?” and “What is your budget?” Sometimes clients only have an idea of what they want their wedding or honeymoon to look like but no clue of where they want it to take place.

At other times clients are very specific and have the so-called perfect destination already picked out. “They want to go all over the world on a budget of twenty thousand,” says Rosa. Travel agents need to be prepared for these challenges. She says the best way travel agents can give their clients that “dream come true” holiday is to dispel the unrealistic notions they have about travelling to Bora Bora on a R20 000 budget as soon as possible. Rosa does this by getting to the facts as quickly as possible. In

this case, she would explain the airfare alone would be more than the budget, that the journey would not only be long but fraught with connecting flights and that to fly such a distance for a week’s holiday would not be worth it. By knowing the client’s budget Rosa can match the romantic ideas her clients have with something more suitable. “You have to change the client’s dream in such a way that they can still be excited about it. So the Bora Bora client could then be swayed to choosing Mauritius or Zanzibar.”

QUICK READ FOR DECISION-MAKERS

It’s not all about commission TOO many agents focus on selling a product because they are going to get commission, instead of caring about the client and their needs, says Dash Travel’s Rosa da Silva. “Sometimes people have been saving that R60 000 for years to go on holiday – how dare that agent sell the client something that’s not appropriate just for commission?”

“My clients always say: ‘I went to three or four different agencies but it’s that passion for my booking that made me choose you.’” Rosa says she gives her client the quote and lets them walk out the door to think about it. “Because I know if I have done my job, they will come back to me.” Although it’s hard work, Rosa puts everything into the quote that she gives her clients because that will determine whether the client chooses to book with her or not. Once the client chooses to

book with her, they tend to stay with her, she says. Rosa says the commission she then earns is based on the business relationship that she has built with that person. Instead of earning commission off a one-time booking, she has earned a long-term client. “If I don’t get that booking, then I didn’t deserve that booking.” Clients’ feedback is what ultimately keeps Rosa in business. “My clients always say: ‘I went to three or four different agencies but it’s that passion for my booking that made me choose you.’” People talk about their holidays and honeymoons more than they would talk of other events in their lives. Agents who provide good service will be referred by previous clients, she says. “My honeymooners are my clients of the future.” Rosa also says that the honeymoon is often the first big holiday that a couple will take together and that if agents can secure these bookings that it is likely that they will retain their business in the future.

Did you know? Air Seychelles offers discounts for honeymooners or couples that plan to wed in the Seychelles: 25% off the base fare of the couple’s tickets. When booking the ticket, the couple needs to present proof that they will be on honeymoon or that they plan to marry. In addition, if there is mention in the booking that the soon-to-be married couple is onboard, the airline offers champagne, cake and other surprises.

Romantic Réunion

LUX* Resorts and Hotels is offering honeymoon packages to Réunion Island that include return economy flights to the destination, return airport-hotel transfers and seven nights’ accommodation at the selected hotels with breakfast daily. The package excludes airport taxes. Stay at Hotel Le Recif between July 9 and August 19 from R13 387 pps departing Johannesburg, R14 416 pps departing Durban and R15 082 pps departing Cape Town. Alternatively stay at LUX* St Gilles in Reunion Island between July 9 and August 19 for R17 724 pps departing Johannesburg, R18 752 pps departing Durban, and R19 419 pps departing Cape Town. Travellers can also upgrade to half board: R665 per person per day for any number of nights (no minimum or maximum required) at Hotel Le Recif. Upgrade to half board: R821 per person per day for any number of nights (no minimum or maximum required) at LUX* St Gilles. Photo: Atout France

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Weddings and honeymoons Be a “fixer” PEOPLE don’t always know the answers to what they want, so travel agents have to be open to thinking creatively and problem-solving. Dash Travel’s Rosa da Silva describes an instance when a South African bride and American groom wanted to get married but didn’t have enough budget to fly to America. The American family didn’t want to, especially given the expensive airfares, fly all the way to South Africa for only a wedding ceremony. The problem was resolved by arranging a holiday for the American family where they did activities separate to the wedding. She first booked accommodation for them at the V&A Waterfront and then booked a three-night package in Stellenbosch, where the wedding was held. Sometimes finding a solution to the client’s requirements includes playing along with the groom’s request to keep the honeymoon a surprise for his

wife. Rosa once planned a honeymoon for a gentleman who wanted to surprise his wife with an 11-night cruise through Italy. His wife, a South African passport holder, needed a visa to travel to Italy, an application process requiring biometrics. So in order to keep the itinerary a secret and thus retain the element of surprise for the wife. Rosa’s husband, who is also her business partner, handled his wife’s visa application. He ensured that she did the fingerprints while he handled the paperwork with the consulate. “We couldn’t trust the visa company that we usually work with, because we were afraid that their courier company would ruin the surprise.”

Additional opportunities

Agents should also remember to check if the client needs any extras. Rosa once had a client who wanted a red carpet for the wedding but the hotel where the wedding was

Photo: Beachcomber Hotels being held couldn’t arrange it. Rosa saw the opportunity and organised it herself. She has also earned commission on arranging transportation of fairy lights to the wedding’s destination and by organising Sega dancers on arrival for Mauritian weddings. Extra income can also be earned by possibly arranging a DJ or other entertainment for weddings. Rosa says agents have to

pay attention to the dates that clients may request for their weddings as most often this is during the December period, which is high-season. “The hotels don’t want a wedding at that time, it’s hard work. They will fill those rooms anyway on the individuals holidaying there.” The logistics regarding the wedding, such as possibly closing a jetty or advising the other guests that a

wedding, which is likely to cause a disturbance, will be held is additional effort that the hotels don’t necessarily need or want to make during peak seasons, says Rosa. Agents should then be aware that they may have to warn their clients that their ideal dates may not be available or that they would have to suggest an alternative. She adds that resorts in the Seychelles are less likely to have a wedding in December, whereas Mauritius has enough properties to cater to a wedding in high-season. Agents need to clarify with their travellers that “allinclusive” does not mean that the food for their wedding would be catered for. Agents have to advise their clients that this would be a separate charge as she has often noticed that clients think that “all-inclusive” includes everything. Travel agents need to explain the logistics and costs to their clients in detail. ■

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COMMUNITYNEWS

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Births, deaths, marriages, promotions – we want to know! Please fax or e-mail TNW’s Debbie Badham, at [email protected] or (011) 327 4094.

At The Travel Corporation’s (TTC) recent global executive meeting, held at Ashford Castle in Ireland, md of TTC South Africa, Theresa Szejwallo was named the 2015 Outstanding Achievement Executive of the Year. Pictured at the awards dinner are (from left): Gavin Tollman, global ceo of Trafalgar, Theresa Szejwallo and Brett Tollman, global ceo of TTC.

The new faces of Wendy Wu Asia-specialist tour operator, Wendy Wu Tours, has introduced its new South African team to travel agents. Director, Ricky Reynolds (left) and gm, Alet Steyn (right) celebrate a new era in travel, offering fullyinclusive group as well as private touring itineraries to China, Tibet, Nepal, Vietnam, Cambodia, Laos, Thailand, Myanmar, Japan, India and beyond. Photo: Shannon Van Zyl

Island style! Checkout Tours, together with Mango Airlines, recently hosted their inaugural familiarisation trip to Zanzibar. The trip was attended by some of Checkout Tours’ top Club Travel supporters. The ed was aimed at showcasing the beautiful island and the authentic and unique properties the tour operator offers.

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Wholesale Consultant – Johannesburg Checkout Tours Intermediate to senior with 4-8 years’ experience and be able to work on Amadeus. Knowledge of SE Asia and Zanzibar. Basic plus commission. Email: [email protected]

Sales & Marketing Manager – Johannesburg North Professional Career Services Marketing qualification. Experience in inbound tour operator. Good knowledge of Southern Africa. Ability to travel. Develop & plan marketing strategies. Email: [email protected]

FIT Consultant – CPT – Camps Bay Professional Career Service Min 5 years’ inbound tour operator exp. All-rounder candidate, manage the office, do marketing and consult. FIT’s and day tours. Email: [email protected]

FIT Team Manager – CPT Lee Botti & Associates South enterprising T/O seeks leader to oversee team of Southern Africa experts. Minimum 5 years’ experience essential! Salary R 30 000. Email: [email protected]

Key Account Manager – CPT Lee Botti & Associates CBD. International travel distribution systems seeks savvy relationship builder with excellent communication skills. Sal R 40 000 ctc. Email: [email protected]

Experienced Amadeus Travel Consultant – Gauteng – Sandton City Flight Centre Travel Group Agency in Sandton is looking for experienced consultant to join their dynamic and successful team! Email: [email protected]

Account Manager (Senior Travel Corporate Consultant) – CPT Corporate Traveller 2 years’ working on GDS e.g. Galileo/Amadeus. A minimum of 2 years’ in a corporate travel environment. Email: lauren. [email protected]

Africa Expert – Johannesburg North Equity Connections cc Run all aspects of booking from initial enquiry to finalisation. Must have sound working knowledge with DMC’s within Africa. Email: [email protected]

Senior Wholesale Consultant – Johannesburg North Equity Connections cc Impress with creative tailor-made itinerary design for FIT travellers. Excellent communication skills and four years’ senior experience needed. Email: [email protected]

Intermediate Travel Consultant – CPT – Tygervalley Club Travel Experience the world of online travel! Experienced intermediate sales driven travel consultant required to assist with booking and planning overseas trips. Email: [email protected]

Business Development Executive – Gauteng – Rosebank Club Travel Business development experience essential with the ability to develop and grow corporate sales. Email: [email protected]

Junior Accounts Clerk – Brakpan Wendy’s Travel Personnel General accounts, invoices & statements, computer literate Excel & Word. Working experience with Quicktrav essential. Email: [email protected]

These adverts were selected from the vacancy section of www.travelinfo.co.za For more details contact [email protected]

Appointments ■ Stacey Barnett has been appointed sales and marketing manager of MSC Cruises in South Africa. Stacey, who was previously the national sales and marketing manager of tour operator Dreams, replaces David Randall.

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TNW NEWS

To the point The start of commercial operations to St Helena have been put on ice until operational safety issues have been resolved. The new St Helena Airport has been certified by Air Safety Support International (ASSI) but St Helena Tourism says further work is needed to ensure the safe operation of scheduled passenger flights, including managing issues of turbulence and wind shear, which first became apparent during Comair’s implementation flight last month. The airport was originally scheduled to open this month. Comair has been appointed to provide weekly scheduled air services from Johannesburg’s OR Tambo International Airport to St Helena, using a B737-800 seating 120 passengers. Comair will also provide a monthly flight between Ascension Island and St Helena.

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D-day for ‘dirty’ agencies looms Debbie Badham

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RAVEL agencies practicing “dirty tricks” to win business are running out of time to clean up their act. The difficult current trading environment has resulted in more agencies resorting to unethical business practices. According to sources, some agencies are going as far as to make it seem like they can offer cheaper fares than their competitors in order to win business, when in reality they are deliberately inputting incorrect information into the GDS and simply absorbing the resulting ADM. In one instance, an agency, which preferred to remain anonymous, says they quoted a client a corporate fare on a return flight from Johannesburg to Nairobi. The agency’s client was then approached by another agency offering them the same flight at a cheaper rate. The rate that the second agency quoted was in fact an advance fare but the quote was provided a week before departure and not a month prior, as is the criteria. The airline in question assured the first agency that the competing agency would receive an ADM. However, the corporate account had already been lost and the affected agency told TNW it suspects the second agency was willing to absorb the pending ADM in order to win the account. In another instance, an agency, which also preferred to remain anonymous,

had one of its clients approached by a competitor offering a cheaper fare on the Johannesburg to Nthebe route. The fare was R300 less than what the original agency had quoted. The agency said it had confirmed with the airline that no such fare existed; as such, the best possible explanation was that their competitor had offered a reduced – and illegal – fare in order to secure the corporate’s account, even though they would have to incur the ADM.

“Asata is clamping down on deceitful agency behaviour.” These kinds of transactions are not easily affected through a GDS and would require the travel agent to manually build the fare, says Asata ceo, Otto de Vries. “They would in fact need to go to great lengths to deceive their customer.” We have on occasion been challenged and lost out on certain local tenders because we have been up against other agencies that can offer much lower fares than we can access, says md of Carlson Wagonlit South Africa, Ben Langner. “It remains a mystery to us how these fares can be accessed in a legal manner.” Believing these to be isolated incidents, Mary Shilleto, ceo of Thompsons Travel says she cannot imagine any reputable TMC engaging in this kind of behaviour. “We all avoid ADMs hugely. I can

only think the agencies in question must be completely unprofessional, one-man bands.” Marco Ciocchetti, ceo of the XL Travel Group, says no agency can afford to absorb the cost of an ADM. “They will make up that cost somewhere and that’s what’s damaging this industry.” Clients are wising up to these tricks, meaning TMCs can no longer get away with these dodgy practices, says Claude Vankeirsbilck, chief sales and marketing officer of Tourvest Travel Services. He adds that there is a degree of responsibility that lies with the client, who should be asking themselves whether the fee they’ve been offered is market-related. “If not, the agent must be getting the fee from elsewhere,” he says.

The reckoning

Meanwhile, Asata says it is clamping down on deceitful agency behaviour through its special purpose audit, which was first introduced in September last year. Members have begun submitting their financial reports and Asata should have them all in by the end of the year, Otto told TNW. “Asata has changed its financial reporting criteria and all members are required to now submit an Auditors or Chartered Accountant Report, confirming, among others, that the amounts charged to the client by the travel agent match the applicable airline invoice as it relates to the booking class confirmed to the client.” ■

TNW7608SD

20 n Wednesday May 25 2016

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