NCL launches new ship and SA sales focus - THIRD PARTY ALLIANCES BOOST AGENCY GROUPS Card payments are agents' biggest challenge - Travel Industry ...
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OCTOBER/NOVEMBER 2018
ISSUE 278
NCL launches
new ship and
SA sales focus
THIRD PARTY ALLIANCES
BOOST AGENCY GROUPS
Card payments are
agents’ biggest challenge
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Publisher’s Notebook
ASATA discusses the subject of card payments,
particularly virtual cards in this issue’s association column and
The other key concern for agents is the airlines’ New Distri-
bution Capability, GDS adoption and clear communication on
addresses airline concerns over costs. developments. IATA’s Perry Flint sums up, also in this issue.
But the value of cards far outweighs that cost for travel agents
and the airlines themselves. Fraud is, of course, a consideration
which needs more effective attention from all parties and, for
agents, there is always the contentious application of ADMs.
The World Travel Agents Association Alliance is urging mean-
ingful discussion with the airlines to get a better understanding
of how virtual cards can strengthen and grow mutual business
and reduce risk. In the new generation of payment methods,
the association maintains cards need to be a key part of the
picture, rather than more onerous compliance, which it says is
heavy-handed and costly.
Correction
IN THE NEXT ISSUE OF TIR IN our last issue, Executive of Sales for Avis
Rent a Car, Lance Smith was incorrectly
Who drives SA tourism to Mauritius? quoted regarding Avis’ Group B vehicles.
The article stated that a Group B is “typi-
SA Airlink has the formula for a successful feeder
operation. cally a 1600 sedan” however Avis for many
years has not guaranteed engine size, only
How to grow incremental sales in 2019 the features of a vehicle. The Avis Group B
vehicle is currently the new VW Polo Vivo
Why Lanseria? or similar.
¼ PREMIUM BUSINESS
Connecting Africa to more than
120 destinations in Latin America.
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*Please insert you 7 digit IATA code
Email: salessupportza@servicinguk.zendesk.com
www.latam.com
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Cover image: ©NCL
Norwegian Bliss
Editorial Director
John Wardall
john@tir.co.za
INSIDE
General Manager/
Ad Director
Dominic Wardall
dominic@tir.co.za
Contributors
Sarah Cornwell
Richard Holmes
Kate Els
Shannon Latimer
Administration
Nerina Nicholson
07 14
NDC accelerates BARSA seeks
with agency focus more visa Accounts
Brenda Smith
relaxation accounts@tir.co.za
Head Office
9 Ruby Terrace, Noordhoek 7979
PO Box 745 Noordhoek 7979
Cape Town
Tel: +27 21 789 0053
Printing
Third party
12
Formeset Printers
18
NCL launches © TTG Southern Africa 2018
alliances
new ship and SA
expand chains’ Publisher
sales focus
reach TTG Southern Africa CC
Reg no: 1995/030913/23
www.tir.co.za
@TIR_SA
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4 Travel Industry Review | October/November 2018
ASSOCIATIONS
The biggest challenge
facing travel agents today
By Otto de Vries, Association of Southern African Travel Agents CEO
IATA’s New Distribution Capabil- holders in the value chain, including agents. They no longer have to take the
ity, the Protection of Personal Informa- airlines? risk of forward-dated travel, thanks to
tion, PCI-DSS compliance. Travel agents Fraud is one of the biggest risks and chargeback protection they can draw-on
have been faced with a vast array of costs to the travel industry. Findings should an airline fail.
challenges so far in 2018. But the greatest from IATA’s ADM Working Group found
challenge today is undoubtedly the issue that direct fraud losses for travel agents So, how do we get the conversation on
of card payments. is as high as 1.5 percent. Customer cards virtual cards happening between
Several airline companies have been are risky as most existing legacy tick- airlines and their agents?
resisting this for the simple reason that eting systems have not kept pace with We need to build mutual trust and
they feel these payment solutions are too fraud detection. develop solutions that benefit all parties.
costly. However, blanket airline payment With virtual cards, agents act as the We should work towards encouraging
policies, formulated with a airlines to move away from
one-dimensional view, can “... we should engage in open discussions aggressive blanket payment
have unintended consequences policies that have little or no
for the entire travel chain. with key airlines, so they gain a better regard for key commercial
We have already seen this understanding of virtual cards and what relationships.
happen with airlines reissuing More importantly, we should
payment policies after real-
these cards can do to strengthen commercial engage in open discussions
ising that an unbalanced ap- partnerships.” – Otto de Vries with key airlines, so they gain a
proach has undesired results, better understanding of virtual
ranging from lost distribution volumes merchant for the customer card trans- cards and what these cards can do to
and unrecovered funds from exposure, to action. This enables agents to invest in strengthen commercial partnerships.
risky markets and agents. fraud prevention technologies, protecting Armed with improved understanding,
The reality is that IATA’s NewGen ISS the agent and airlines from customer airlines can make informed decisions
and Transparency in Payment initiatives card fraud. As a bonus, the airline also on virtual cards and the benefits to the
were intended to address the changing saves the time and cost of ADMs to re- entire value chain. And they will reduce
face of payments and to reduce risk. cover that fraud. their risk profile considerably.
These two factors are key if NewGen ISS Default risk is also a reality. When an If the airline industry is truly behind a
is truly going to deliver for the industry agent uses a virtual card, especially one new generation of payments, cards need
and the customer. that offers the card scheme guarantee, to be directly in the conversation and
So, what should we be talking about airlines are guaranteed to receive 100 simplicity needs to prevail rather than
when it comes to virtual cards? What percent of their funds within a matter further heavy-handed costly compliance
benefits can virtual cards offer all stake- of days. And the same goes for travel that serves no positive purpose.
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6 Travel Industry Review | October/November 2018
ASSOCIATIONS
NDC development
and travel agency
focus accelerates
By Perry Flint, IATA Head of Corporate Communications
The past 12 months have seen significant acceleration in the In tandem with the Leaderboard, IATA is continuing to
New Distribution Capability (NDC) initiative as the industry expand its outreach to all parts of the travel value chain.
embraces the XML-based data transmission standard for com- For example, the association has facilitated the creation of a
munications between airlines and travel agents. Global Travel Management Executive Council comprised of 14
As of early September, 64 airlines were certified as having “C-level” representatives from global TMCs. IATA is using this
carried out live deployments of NDC, meaning that airlines and twice-yearly forum to better understand TMC challenges and
travel sellers were able to communicate regarding flights and/or priorities while exploring areas of possible cooperation.
ancillaries using the NDC standard. Additionally, IATA has introduced NDC “Propathons”
Furthermore, some 45 IT providers had demonstrated the (proposition marathons) for travel buyers to brainstorm ideas
capability to send and receive NDC messages, as have 15 ag- for new airline products and services for the business travel
gregators - entities such as GDSs that aggregate airlines’ fare, community and visualise what the key components of a future
schedule and availability information for display/sale in third airline/ travel manager relationship might look like.
party channels, most significantly travel agents. Outcomes from the first two Propathons are available in Tak-
Furthermore, all three GDSs have committed to be at Level 3 ing the Reins and Time to Fly. Other collaborative stakeholder
certification, the highest level, by the end of this year. Travel- activities include the annual AIR (airline industry retailing)
port and Amadeus already have achieved this milestone and Business Travel Summit, now in its third year, and the Europe-
Sabre is expected to have joined them by the time this article an and North American Travel Management Advisory groups
appears. Equally significant has been the flurry of NDC-related which are comprised of 20 corporate buyers.
news from GDSs and airlines. A few examples: IATA will continue to increase its engagement with the entire
value chain, particularly the travel agency community, be-
• Sabre announced that American Airlines, American Express cause there is no doubt that there is still a significant need for
Global Business Travel, Carlson Wagonlit Travel and Flight Centre a simple, clear and consistent communication on NDC to this
Travel Group, will join its Beyond NDC programme. community: what NDC is, what it isn’t and how it can benefit
travel agents in particular.
• Amadeus revealed that Qantas, American Airlines, and BCD
Travel have joined its NDC-X program. “From Amadeus’ point of
view, we are confident that NDC will be a great opportunity for
airlines and Amadeus to work together bringing more content and
to provide better sales through the indirect channel,” the GDS said.
• Travelport signed a multi-year agreement with Qantas Airways
that includes distribution of the carrier’s content and integration
into the airline’s NDC platform, the Qantas Distribution Platform
(QDP).
• Delta Air Lines and Virgin Atlantic Airways are on track to be-
come the first global airline partnership to achieve Level 3 Certifica-
tion on schema release 18.1.
These announcements show that NDC is well on its way to-
ward achieving a critical mass of transactions, which is seen as
the next target for the programme. In keeping with this objec-
tive, IATA created the NDC Leaderboard, composed of airlines,
so far 21, that seek to grow their NDC volumes rapidly.
ASSOCIATIONS
ASTA Rebrands:
The American Society of Travel Advisors
By Mark Meader, ASTA Senior Vice President, Industry Affairs & Education
In August of this year, the American What’s equally exciting is that con-
Society of Travel Agents – the lead- sumer media and, more importantly, the
ing association of travel professionals traveling public are embracing this shift
globally – announced a major rebranding from agent to an advisor.
effort as well as its name change to the While the name has changed, ASTA’s
American Society of Travel Advisors. The mission has not. ASTA will continue to
move represented the first name change promote and represent travel advisors
for ASTA in almost 75 years. and agencies – within the industry, to
From its founding in 1931 until 1944, the traveling public and at all levels of
ASTA was known as the American government – providing members with a
Steamship and Tourist Agents’ Associ- world-class suite of benefits.
ation. The name change, coupled with a ASTA’s new name more accurately de-
new marketing campaign, is indicative of scribes the value our members provide to from an array of advisors specialising in
how agents have evolved to become true consumers and is a distinct declaration a variety of features important to each
and trusted advisors to the end traveler, of who an ASTA Travel Advisor works traveler.
whether leisure or corporate. for: the traveling public. It also reflects A little more about ASTA: the American
Think of today’s travel advisor Society of Travel Advisors is the
as you would a trusted financial “The name change... is indicative of leading global advocate for travel
advisor, realtor or estate agent, a how agents have evolved to become advisors, the travel industry and
the traveling public. Its members
trusted advisor of any sort.
ASTA chose the word “Advisor” true and trusted advisors to the end represent 80 percent of all travel
after conducting extensive con- traveler, whether leisure or corporate.” sold in the United States through
sumer research in 2017. Travel Ad- the travel agency distribution
visor was the clear choice among
– Mark Meader channel.
consumers and the traveling public as the the renewed prominence of the travel Together with hundreds of interna-
right term to describe what these skilled advisor industry and of ASTA’s role as its tionally-based members, ASTA’s history
individuals do and offer the traveler. leading voice. of industry advocacy traces back to its
Consumer sentiment from this Coupled with the rebrand, ASTA is founding in 1931 when it launched with
wide-ranging research can be sum- launching later this year a new and the mission to facilitate the business of
marised by saying an agent works on be- improved consumer focused website and selling travel through effective repre-
half of someone else or a travel supplier tool: TravelSense.org, ASTA’s consum- sentation, shared knowledge and the
while a travel advisor works for the trav- er-oriented lead-generating website enhancement of professionalism.
eler making the overall travel experience which contains individual ASTA travel For more information about the
better. A travel advisor provides leisure advisor profiles showing specialisations Society, visit ASTA.org. Consumers can
and business travelers maximum value and other unique and important qual- connect with an ASTA travel advisor
for their travel dollar. ifications, allows travelers to choose at TravelSense.org.
8 Travel Industry Review | October/November 2018
New Distribution Conversation Are you maximising value from IATA’s NDC? For more information visit travelport.com/ndc
associations
Be the baker!
By David Frost, Southern Africa Tourism Services Association CEO
In tourism, there are two ‘animals’ Premier Helen Zille and within a week
vying for attention – the baker and the were working with Wesgro to dissemi-
mouse. nate proper joint messaging to our trade
The mouse lives their life by beggaring partners.
crumbs from their neighbour and makes South African Tourism got involved in
a lot of noise. The baker, on the other the story, and we collaborated as private
hand, is just a jolly big guy whose sole and public sector to deliver a swift, coor-
interest is to bake bigger pies. dinated message around the water crisis ed collaborative approach saw compet-
The question you need to ask yourself – lessons we now take forward in other itors work together to host a mega fam
is, are you the baker or the mouse? And initiatives, such as our Collaborative trip, paving the way for a more effective
in tourism, we certainly need more of the Fund, which ringfences 15 percent of the in-market approach going forward.
former. TOMSA levy for incremental market- Both private and public sector are
That’s because, when done correctly, a ing initiatives with an inclusive growth spending marketing money on the mar-
collaboration of bakers delivers a much component. ket. If we put that together at inception,
bigger pie, which is the key driver in so The Collaborative Fund may be used and decide how best to spend it going
many of SATSA’s initiatives. At SATSA, soon to support a proactive and positive forward, that’s when we start seeing real
nobody is worried about the slice of the international roadshow focusing on the growth of the pie. If we work in isolation,
“Being the bakers we are, instead of sitting back and
putting our heads in the sand, we’re going to tackle the
very real issues that affect tourism growth and volumes,
collaborating with our public sector partners, SA Tourism
and Wesgro, to go into markets and engage proactively
the various stakeholders...” – David Frost
pie. We’re interested in growing it, and issues of water, land appropriation and 2+2 generally equals 3.
we collaborate as an industry, even com- safety and security. The same spirit of collaboration has
petitors, to turn 2 + 2 into 5, 6 or 7. Being the bakers we are, instead of seen the Garden Route benefit from the
We’ve seen the success of this approach sitting back and putting our heads in the attention it deserves. For many years, the
in many of our initiatives, but perhaps sand, we’re going to tackle the very real conversation along the Garden Route had
most notably in recent times, as we grap- issues that affect tourism growth and been that Wesgro hasn’t done much for
pled with the negative impact of the wa- volumes, collaborating with our public people in the outlying areas.
ter crisis in Cape Town on our inbound sector partners, SA Tourism and Wesgro, In the interests of growing the entire
tourist arrivals. to go into markets and engage proactive- tourism pie, SATSA tackled that head-
As the voice of the inbound tourism ly the various stakeholders to counter on and created a Garden Route Chapter,
industry and its honest broker, SATSA some of the knee-jerk negative percep- bringing together a spread of tourism
acted as a barometer pooling information tions around these issues. players, from Mossel Bay to Plettenburg
and providing insights into where the It’s essential that the spirit of collabo- Bay, and all the way inland to Oudtshoo-
forward book was growing while allow- ration go beyond the members of one or- rn and De Rust.
ing companies themselves to remain ganisation and include key public sector This committee, representing the
anonymous. stakeholders who are involved. different players along the Garden Route,
The result? Real-time information on the With South African Tourism, we have collaborated on a three-point growth
effects of the water crisis on the inbound managed to do just this with one of the strategy and has partnered with Wesgro
tourism sector and the intelligence smaller markets – Scandinavia. SATSA to drive joint initiatives. Once again,
needed to kick-start a collaboration that convened 12 of the leading players in the these bakers aren’t interested in slices.
will act as the blueprint to future joint Scandinavian market and collaborated They’re interested in growing the pie for
campaigns. with the country manager at SA Tourism everyone.
Once it was clear we needed a coordi- in charge of that region to deliberate how And that’s the key benefit of working in
nated response after the December Hol- we could tackle that market. a collaborative way. Not only do you grow
idays, we convened with Western Cape The proactive, honest and unprecedent- the pie, you also change the conversation.
10 Travel Industry Review | October/November 2018NEWS
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Western Cape moves to recover lost visitors
THE Western Cape is moving ahead with its Industry Recov- Conference Industry, the Provincial Department of Economic
ery Plan to address the slump in tourism, which followed the Development and Tourism and the provincial tourism, trade
much-publicised water crisis, fuelled by a scare campaign by and investment promotion agency Wesgro.
Cape Town and provincial authorities. The water shortage and Wesgro is to implement the campaign under the slogan
measures to combat it were widely reported in media overseas. Nowhere Does It Better, a digital campaign to project a positive
It also resulted in a drop in visitors to all of South Africa. image of the city and province.
The plan is a cooperative effort involving the Federated Hos- In addition, Fedhasa will participate in DEDAT’s Tourism
pitality Association of South Africa, the Southern Africa Tour- Safety Forum to reduce crime and improve safety at ATMs, key
ism Services Association, the South African Association for the tourist sites and address credit card fraud.
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Third party alliances
grow sales opportunity
Intermediary sales up 13 percent, expanding market share for agency groups.
by Sarah Cornwell
THE bricks and mortar and online travel agency model is con- available via the GDS”.
tinually evolving, not just through technology but as a result of Ms. Thorne added: “Agreements have become exceptionally
new partnerships with national retailers of clothing, food and common in southern Africa, with agencies such as Computick-
other consumables and services, which are increasing travel et Travel, which distributes travel content via pay points and
agency revenues and providing access to new markets. Targeted Money Market counters in Shoprite, Checkers and Hyperama
agreements are also seen as an opportunity for independent stores. Travel is also becoming widely available via till points in
agents. Pick ’n Pay stores. The majority of these transactions are on a
Bookings through third-party retailers have grown, according cash basis, thus limiting the risk of non-payment.”
to Travelport, which reported approximately 13 percent year- Online travel agency Travelstart’s latest agreement will make
on-year growth for this type of travel. in-store payment for flights possible in 600 PEP stores across
Travelport Country Manager South Africa, Claudette Thorne, South Africa.
maintained, absolutely, this type of agreement could help travel Dubbed Pay@PEP, customers can follow the usual steps when
agencies and suppliers reach a new audience and “specifically booking a flight on Travelstart.co.za and select ‘Pay@PEP’ at
with the rise of low-cost carrier and bed and breakfast content check-out ('Travelstart to expand in-store pay partnerships' – TIR
August/September 2018). Customers receive a reference number
which can be taken to the nearest PEP store to complete the
payment securely. Cash, credit card, debit card and EFT are
accepted. Once payment is complete, booking confirmation and
flight e-tickets are emailed immediately.
Odette Faling, Head of Partnerships, said pay-in-store
services would be rolled out at various other retailers in the
coming months. For now, Pay@PEP is “only available for flights,
which is more to do with the system”.
While traditional retailers have accepted the need for an in-
creased digital presence, in a similar way, large online retailers
have looked at a store-in-store concept and third-party booking
agreements as a means of growing offline sales and to reach a
bigger audience.
FlightSite, part of the Club Travel Group, has partnered
with the retail sector since 2010, said Managing Director Rian
Bornman.
“We sell flights and bus tickets via an extensive retail foot-
print, thus enabling access to travel to a much broader audience
than traditional travel channels allow for. As a business, we
are passionate about making travel easy and enabling travel in
this way speaks to that value. Our retail channel via Pick ’n Pay
has grown from strength to strength, with double-digit com-
pound year-on-year growth since inception.”
“Lots of other e-commerce websites are doing this as well. It
is another [form of] payments. PEP doesn’t have credit (ser-
vices). It... targets a different LSM market,” said Ms. Faling. “It
is a market that feels more comfortable making offline pay-
“The impact is yet to be tested, but I would ments… clients who would not have purchased with us other-
wise.”
believe that if a high street retail travel She said pop-up travel booking desks inside MTN stores had
agency or an ITC who knew their customer been opened for limited periods, although this was not a prima-
ry focus. “It is something we have dabbled with… Our brands
and managed the relationship with them aren’t aligned yet.”
effectively, should not see their market share Retail partnerships could mean competition for high-street
diluted.” – Robyn Christie agencies, Ms. Faling agreed. However, partnerships can have
challenges of their own.
In 2014, Imagine Cruising worked with now-defunct Stutta-
12 Travel Industry Review | October/November 2018RETAIL “It is a market that feels more comfortable making offline payments… clients who would not have purchased with us otherwise.” – Odette Faling, Travelstart fords, saying it was a “pioneering concession deal that will give end, you are low down on the choice that shopper is going to travel shoppers in-stores access to a range of sensational cruise make. Will the customer get to the till and say, let’s book my destinations and holiday hotspots…” five-star package holiday? If you are using [an offline retailer] as The company then said the concept had been tested in the a brochure point... it is quite an extensive distribution… If you UK. Chief Executive Officer Robin Deller maintained: “By are targeting millennials… an affiliation with a Spree or another launching this successful concept in South Africa, Imagine will online fashion retail shop makes a bit more sense.” be introducing its successful formula of unbeatable travel deals, Regarding the effect on independent high street agencies and exclusive product and quick turnaround in a chic, elegant envi- even ITCs, Ms. Christie offered: “I am a little cautious when it ronment in which shoppers are already comfortable. Further- comes to the potential of these new partnerships with national more, the elegant, aspirational shopping experience offered by retailers for no other reason than the retail sector is in some Stuttafords to discerning customers seeking exclusive, quality degree of distress. ranges, perfectly matches that offered by Imagine.” “The impact is yet to be tested, but I would believe that if Founder of Just Saying, Robyn Christie, former head of the a high street retail travel agency or an ITC who knew their Association of Southern African Travel Agents who also headed customer and managed the relationship with them effectively, Travelport in South Africa, said retail concession partner- should not see their market share diluted.” ships focused on the leisure market. Jonathan Gerber, Travel Assignment Group Director regards She agreed payment partnerships could be beneficial in South Africa as a frontrunner for proven retail partnerships markets where credit card payments were less common but felt involving major lifestyle, investment and retail brands, from targeted marketing and pop-up concessions at facilities such as Discovery to Momentum, Shoprite, Pick ’n Pay, Investec, FNB golf clubs and retirement complexes could be a more effective and Standard Bank. means of developing niche markets. “Every opportunity must be assessed on its own merits. Yes, “If that retail partner only focuses on the high end of the low continued on page 24
MARKET INTELLIGeNCE
BARSA wants more
action on visa relaxation
THE Board of Airline Representatives of South Africa has are to be concluded would have little impact on South Africa’s
charged that the new visa regulations announced last month overall tourism arrivals.
will not result in any significant change to boost tourism arriv- The associatation questioned why key countries like New Zea-
als in the country. land were not included in those being considered for the visa
It said the measures were not adequate to place the country waiver. The fact that e-Visa will be piloted there only in April
on a decisive path towards achieving its full tourism potential. 2019 did not help either, losing the possibility for additional
The key areas of concern for BARSA included the lack of clear tourists over the coming holiday season.
action to reverse the negative effects of the unabridged birth “South Africa has enormous potential as a tourism and an
certificate requirements, on which the airline and tourism investment destination. The visa reforms being mooted need to
industry had made numerous representations. be decisive, if they are to help our economy avert a full-blown
Foreign travelling minors were still required to prove parental recession.
consent for travel and the countries with which visa waivers “As African and international airlines we have a vital role to
play in growing tourism and business travel and would like
government to go far and beyond the current announced mea-
sures,” said June Crawford, BARSA CEO and deputy chairper-
son of the Tourism Business Council of South Africa.
She added an influx of tourists into South Africa would have
a major impact on the local economy and may even increase
aviation’s contribution to gross domestic product. Aviation
accounts for 3.5 percent of South Africa’s GDP and the sector
supports 490,000 jobs.
“The International Air Transport Association has estimated
that air transport contributed R154.8-billion to South Africa’s
GDP and the sector directly supported businesses such as air-
lines, airport operators, airport on-site enterprises, for example
restaurants and retail shops, aircraft manufacturers and air
navigation service providers,” said Ms. Crawford.
Michael Tollman, CEO of Cullinan Holdings, however com-
mended the government on the new regulations, saying there
was no doubt the previous rules affected business levels and the
changes could only be a positive move for tourism.
And Risbah Thapar, Director of global hospitality consultancy
HVS Africa, said the steps were in line with international stan-
June Crawford, BARSA
dards and would “certainly encourage international visitors”.
Michael Yeates, Director in the Employment Practice and Adjekai Adjei, Candidate
Attorney at Cliffe Dekker Hofmeyr, outline the amendments to immigration legislation
announced last month and the potential impact on tourism...
These reforms are aimed at promoting foreign investment, encouraging the migration of critical-
ly skilled labour into South Africa increasing tourism and counteracting many of the unintended
consequences of the 2014 amendments which particularly impacted negatively on tourism. Here
are some of the most salient aspects:
Travel with minors
Minors who are foreign nationals will not be required to prove the consent of both parents to
travel in and out of South Africa. Foreign national minors will not be denied entry if documen-
tation proving consent of both parents is not present but will still be required to prove parental
consent if requested. It is important to note that the requirement of consent from both parents
will not be waived for South African minors travelling abroad.
continued on next page
14 Travel Industry Review | October/November 2018MARKET INTELLIGeNCE
Impact on tourism...
Visa waivers
The new amendments seek to waive pre-authorised visa requirements for certain countries. Along
with the majority of SADC countries, nationals from countries such as Egypt, Saudi Arabia and
Cuba will not be required to have applied for a visa prior to travel to South Africa. A visitor’s visa
may be granted on arrival.
Simplification of visa requirements and border management
As of October 2018, the visa requirements for countries including China and India will be simplified
by allowing for the issuance of five-year multiple entry visas and the processing of fingerprints
and other biometric information on arrival in South Africa. Entering and exiting will also be simpli-
fied through biometric control and the establishment of an enhanced Border Management Author-
ity to manage South Africa’s borders.
E-Gates
The introduction of E-Gates will allow returning South African citizens and certain categories of
travellers to be processed electronically as opposed to processing by an immigration official at
border control. This will be in line with international standards which have already been im-
plemented in certain European countries. This “self-service” system will drastically reduce the
delay currently experienced at South African entry points.
The DHA will have to work closely with various sectors such as the tourism industry, law en-
forcement and the technology sectors to ensure the successful implementation of the amend-
ments. Many of the amendments are projected to be implemented within the next year.
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NCL JUMPSTARTS SALES FOR 2020 AND BEYOND
NORWEGIAN Cruise Line, four in Europe and two to and four-day cruises to the
with an increased focus and Bermuda from New York and Bahamas, calling in Nassau
marketing drive in the grow- Boston, including the Norwe- and NMCL’s private island of
ing South African market, gian Encore from April. Great Stirrup Cay.
last month opened sales for Alaska cruises depart Seat- Seven, 10 and 11-day cruises
its summer 2020 itineraries, tle for Alaska in May. Norwe- leave New York for New
featuring 11 of its 17 ships. The gian Escape makes its Europe- England and Canada and
programme includes voyages an debut from Copenhagen to Pride of America continues its
on its latest ship, the Norwe- the Baltic for nine-day cruises seven-day itineraries, with ex-
gian Encore, which is due to from the end of May and, for tended port stays, in Hawaii,
launch in November. the first time, Norwegian calling at Hilo, Kona and over-
Sales also opened for Dawn will sail from Venice for nights in Kahului, Maui and
the Northern hemisphere seven to 11-day itineraries to Maui. That programme will
summer 2021 through spring the Greek islands. run from May 1 2021 through
2022 sailings on its Pride of Other short cruises include April 2022.
America vessel. five and seven-day cruises
The 2020 schedule features from Miami to the West-
three ships sailing to Alaska, ern Caribbean and three DELTA TEAMS UP WITH LINKEDIN
DELTA passengers can now the world's top leaders.
COSMOS LITE LAUNCHES access LinkedIn Learning “This is yet another way
courses during flights, free of we’re helping customers
NEW STYLE PACKAGES charge through Delta Studio. make the most of their time
THE Globus group has options each day. Courses cover topics such as in flight,” said Chris Buckner,
launched Cosmos Lite, a new Customers purchase only managing stress, communica- Director – Onboard Product
independent touring category. tours and activities they wish, tion and career development. and Customer Experience.
The 2019 concept features 10 as sightseeing is not included. Delta Studio also features an Delta Studio is free in all
unique itineraries combining The new app provides infor- interview series with some of cabins.
major cities with less-known mation and suggestions for
destinations in Europe. individual guidance.
The packages include de The 10 new packages cover
luxe motor coach transporta- Spain, Portugal, Italy, the
tion, good value hotels, break- Danube, England, Ireland and
fast daily, a tour director, Scotland, with prices start-
optional excursions and the ing from R10,699 pps for the
CosmosGO mobile app with eight-day Spanish Heritage
suggestions for individual Explorer.
TRAFALGAR FEATURES ANTARCTICA
TRAFALGAR is featuring floor to ceiling windows over-
Antarctica for the first time looking Copacabana Beach,
in 2019 in its South America the Christ the Redeemer stat-
programme, in a joint venture ue and Sugarloaf Mountain.
with Poseidon Adventures.
And is planning to connect
The operator is highlighting
the advantage of visa-free
BA INTRODUCES DIRECT DUR FLIGHTS
Patagonia with other South travel to Brazil for South Afri- BRITISH Airways will start will depart Durban on Tues-
American destinations in can passport holders. direct flights between Durban days, Fridays and Sundays
2020. Departures are from Jo- and London on October 30. using a Boeing 787-8 Dream-
Brazil has been enhanced hannesburg to São Paulo on Three times weekly flights liner.
with the inclusion of the LATAM, with connections to
Windsor Miramar in Rio de all of Trafalgar’s destinations
Janeiro, featuring rooms with and reduced fares on flights. EMERALD HARMONY SALES OPEN
BOOKINGS have opened for sharing.
Emerald Waterways' new Cruise Vacations is also
AIR SEYCHELLES INCREASES FLIGHTS boutique ship, the 84-guest offering travel agents 15
AIR Seychelles will operate Officer, said: “With this new Emerald Harmony which percent commission on
additional flights on Mondays Monday flight, Air Seychelles will sail the Mekong, visiting last-minute 2018 bookings on
and Fridays between Decem- will now offer daily service to Vietnam and Cambodia from Silversea Cruises, Silversea
ber and April to accommodate Johannesburg in December August 2019. Expeditions, Star Clippers,
increased seasonal demand. and an exciting new Friday Cruise Vacations has pro- Scenic Cruises or Emerald
Charles Johnson, Air Sey- evening departure from motional introductory prices Waterways for travel before
chelles Chief Commercial Mahe...” which start from US$1,495pp December 31, 2018.
18 Travel Industry Review | October/November 2018industry view Beachcomber shuns direct for agency sales By Terry Munro, MD of Beachcomber Tours Beachcomber Tours is a strong believer in South African travel but time and again this policy has come back to bite them as by agents and the role they play in advising the travelling public far the most international air tickets are booked through travel on destinations and which resorts to book. Beachcomber Tours agents. supports travel agents so unequivocally that we still do not take As a supplier, it has benefitted Beachcomber Tours signifi- direct bookings. cantly not to compete with the travel trade. Being trusted by The public needs to consult with specialists before booking travel agencies is reflected in our local market share, which overseas holidays. International travel is a massive investment compares favourably with Beachcomber sales round the world. for average South Africans, especially with our weak rand, and they need as much advice as possible so their money is well spent. Airfares and taxes are also costly. For this reason travel agents should always avoid recommending the lowest-priced resort, irrespective of quality. Advice based on value for money always wins the respect of the traveller. The airlines often feel they can do without the travel agent, F Paradis Beachcomber Golf Resort & Spa recently held its 31st annual Paradis Challenge. 91 golfers took part in the four-day event, half were repeat attendees and more than half were women. Pictured right: Steenberg Golf Course members who competed in the tournament.
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When your customers cruise with Norwegian, they’re free.
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cruising to beautiful destinations around the world. Along
their journey, they’ll discover incredible culinary experiences
with the freedom to dine when and where they want. Light
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FOR MORE INFORMATION BARCELONA, SPAINBOOK TODAY!
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All our ships offer delicious three-course meals THEIR EVENING HEATS UP. Our Shore excursions let your customers
in up to three Main Dining Rooms. They’ll also Take a trip back to the rockin’ ‘80s with Rock of experience the world around up close and
find Asian-fusion restaurants, impressive buffets Ages and enjoy every head-bobbing musical personal and on their time. Glide along with a
featuring carving and pasta stations, a variety number. Clear your throat, put on your blue suede sea turtle and other marine life in the crystal-
of casual cafés, grills and grab-an-go choices, shoes and sing your favourite golden oldies with blue waters of The Caribbean. Get glacier-size
including 24/7 options. Dining can be as fine or the Tony ® Award-winning musical Million Dollar goosebumps in Alaska as they witness a 30-tonne
fun as they want. Quartet. Get swept away in the celebration, whale leap out of The Pacific Ocean. In Europe,
dancing and music of Swing! Don’t miss a moment walk in the footsteps of history and relive the epic
of the best of Broadway at sea. battles once held at the Colosseum.
*Free At Sea Offer: Valid on select 3+ day sailings. Haven & Suites bookings receive all 5 offers; Oceanview, Balcony & Mini-Suites choose 2; Studio & Insides choose 1. Pride of America, Joy, & Sky sailings not eligible. Choice cannot be changed on board. Significant details
& limitations apply to Free At Sea offers Free Beverage Package, Specialty Dining Package, Shore Excursions Credit, 250 Minutes WiFi, Friends and Family Sail at a Reduced Rate. Offer is not applicable to categories IX, OX, BX, MX (Sail Away Categories). Offers are for new
individual FIT reservations; qualifying new individual FIT reservations can be moved into an existing speculative group & count towards tour conductor credits. Singles paying 200% of voyage fare qualify. This is a cruise only offer. Promotion not applicable on the land portion
of cruisetours or bundles. Offers can be withdrawn at any time, are non-refundable, non-transferable & have no monetary value. Prices shown are per person in US dollars, cruise-only based on double occupancy, & lowest available. Restrictions, gratuities & service charges
apply. Taxes, Port Expenses/Fees & discretionary on board service charges are additional. Prices/dates subject to change. Ports of call may vary by ship. See full terms & conditions at ncl.com. IMPORTANT NOTICE: Norwegian Cruise Line reserves the right to charge a fuel
supplement. NCL Corporation Ltd. Southampton, UK Office 2nd Floor | Mountbatten House | Southampton | SO15 2JU. ©2018 NCL Corporation Ltd. Ship’s Registry: Bahamas and United States of America. 6997.10.18.news
Outbound growth
undermines stagnation view China powers ahead
CHINA, the US and India have come out on top of
THE top three countries They were followed in pop- the World Travel & Tourism Council’s power ranking,
visited by South Africans in ularity by the UAE, Turkey, revealed last month, which merges growth over the
the past year Are Mauritius, Indonesia, the UK, Namibia, past seven years in tourism’s contribution to GDP,
Thailand and Zimbabwe, China and the Netherlands, international and domestic visitor spend and capital
according to research carried with Turkey recording the investment.
out by Travelport. highest percentage increase of The countries with the most percentage growth in
From September 2017 63, followed by Indonesia with travel and tourism, seen to be maximising tourism to
through August this year, 51 percent. boost economic development, some under difficult
bookings made through all The numbers point to the circumstances, were Myanmar, Iraq, Georgia, Rwanda,
GDSs increased 17 percent or outbound travel market ac- Iceland, Nicaragua, Qatar, Congo, Armenia and Ivory
17,764 to Mauritius, 27 percent tually increasing at a healthy Coast.
or 12,602 to Thailand and 20 rate, despite a common per- WTTC President and CEO Gloria Guevara said growth
percent or 9,506 to Zimbabwe. ception of stagnation. was driven by strong facilitation policies, sustainable
and proactive planning and robust infrastructures.
She noted that visa reform produced rapid growth in
New head for Comair’s international tourist arrivals.
South Africa registered 34th in the contribution of
travel and tourism to GDP in 2017.
airline division
WRENELLE Stander has Airways regional brand, sified businesses out from experience includes Managing
been appointed Executive in which Comair operates under within the airline to allow Director of the Air Traffic and
charge of Comair’s airlines a license agreement with the each business unit to com- Navigation Services Com-
division, effective November UK carrier. pete more effectively in its pany, one of three women
1. The division incorporates Comair CEO Erik Venter respective industry, and the worldwide to head an air
kulula.com and the British said, “… moving its diver- leadership structure needs to navigation services company,
reflect and enable this.” The Deputy CEO of the South Af-
company last month posted rican Civil Aviation Authority
record profits and 72 years of and Director General at the
uninterrupted profitable oper- Department of Transport.
IT’S MORE THAN CRUISING… ations, thought to be globally And she previously served as
unique in major commercial
IT’S EXPERIENCING! aviation.
Ms. Stander’s previous
an independent, non-execu-
tive director of Comair from
The best way to offer your clients the world. 2008 to 2016.
Wrenelle Stander
Photo Credit: Bruno Cazarini, Silversea Cruises.
www.cruise-vacations.co.za
TripAdvisor recently awarded six of Beachcomb-
er’s resorts with its 2018 TripAdvisor Certificate
Ocean, Expedition and River Cruises with of Excellence for consistenly great reviews. This
itineraries that cover the globe. follows Royal Palm Beachcomber Luxury being
named as one of TripAdvisor’s 10 best luxury ho-
011 514 0564 tels in Mauritius and Victoria Beachcomber named
as one of its top 25 family hotels in Africa.
22 Travel Industry Review | October/November 2018
Northern Lights TIR AD 102x149.indd 1 2018/09/25 4:22 PMnews
E Pictured above and left: the new five-star SALT of Palmar
resort in Mauritius.
Lux adds SALT
THE Lux Collective, operator of LUX* Resorts & Hotels, is
opening a new Mauritian property on November 1, the first un-
der its new brand, SALT, with plans to extend the brand to Asia,
Africa and the Middle East.
The five-star SALT of Palmar resort is aimed at travellers
interested in ethical, environmentally-friendly tourism. Guests
will have the chance to connect with members of the local com-
munity through its ‘Teach A Skill’ programme and the restau-
rants will feature farm-to-table local produce.
Paul Jones, CEO of The Lux Collective, said SALT caters for
travellers who want to “satisfy their curiosity and challenge
their perception of the world. They want to connect with peo-
ple, not just places, and they genuinely want to give something
back”.
Introductory seven-night packages are available through
Thompsons from R47,835pp for travel November 1 – 30 and
R37,235pp between December 1 – 15. Includes breakfast and
dinner, flights and transfers.
Bookings have also begun for the new LUX* North Malé Atoll
resort in the Maldives which opens February 1, 2019.
The resort will have 67 double-storey villas, each with private
pools and rooftop terraces, the largest being 970 square metres
in size with three bedrooms. Diving, watersports and private
yacht experiences are all available.
23 Travel Industry Review | October/November 2018retail
Third party alliances...
continued from page 13
we have considered many of these opportunities [but] to date, customer... you should be teasing them with special offers, so
we have not done one, as there is a lot to consider... I have no they don’t think of going to [a competitor] or [clothing] store.
doubt that the right opportunity will emerge in time. We are “In Africa, what always impresses me, is that there is [a] huge
certainly willing,” he said. TAG has also considered at a credit opportunity for TMCs because the passengers are so much
payment service. more dependent on the TMC… When you look at a sophisticat-
ed market such as Namibia, the TMC has influence over where
In-store payment agreements might serve a that customer goes… They know their customer wouldn’t think
wider audience, but who owns the customer? of booking elsewhere.”
“Travelstart does,” Ms. Faling insisted. “PEP is simply acting as
a bank or teller… The point is to offer a safe, alternative physical
pay point.”
However, Mr. Gerber explained: “It depends on the deal and
the relationship and the name. But, yes, often the travel suppli-
er is left out of the naming rights and [as a result] the company
could ultimately move (to another supplier) with very little
discomfort or inconvenience. [It is] certainly a consideration.”
He disagreed the model was a threat and downplayed the
potential for disruption: “The travel industry could be used as
an example of how an industry can change; the channels are APPOINTMENT
changing all the time. It is the responsibility of every industry
Travelport has appointed Mark Meehan as Managing
and business to keep abreast of these changes, and to make the
Director of its newly-formed Asia Pacific, Middle East
necessary shifts in order to maintain and often gain market
share.” and Africa (APACMEA) region. He was most recently
Ms. Christie said: “Customers will go where they want to go. Managing Director of Travelport’s Asia Pacific opera-
He who speaks to that passenger or client properly owns the tions, which grew by 10 percent during 2017.
24 Travel Industry Review | October/November 2018PERSONALLY SPEAKING
by John Wardall
Leopards and now donkeys
become victims of tourism
“I can’t pretend to
take many local holidays.
more than 80 kilometres and
irrigates the highly productive
by a wonderful hamerkop,
nesting in a tree outside the
excellent Fryer’s Cove wines
and their basic little restau-
Frequent excursions along farms along its length. front door and pooping on rant adjacent to an abalone
the Garden Route used to be a Accommodation is largely of the family chariot below, farm, looking on to a decaying
pleasure but now the ridicu- the b&b variety, not my usual next morning it was off to pier, which looks ready to fall
lous, predatory speed cameras choice, but it provides a more Nieuwoudtville, windscreen into the sea. The whole com-
and outrageous, extortionate local experience – in this case, washer and wipers frantically plex can’t have seen a splash
fines make a drive along the one I could have been more striving to sweep away the of paint or plaster in the last
N2, all the way from Cape selective about. bird’s generously deposited 30 years but is a popular
Town to Plettenberg Bay, a My Afrikaans, which departing gift. tourist curiosity, which seems
misery. stretches as far as “dankie” The spring display of flowers to captivate foreign visitors,
However, one benefit of was a challenge and I came in Namaqualand is depen- and good for a fish-and-chips
living in South Africa is that away with chronic diabetes dent on the sun shining and lunch, while absorbing the
there is never a shortage of after all the sugar in the farm- a gloriously sunny day on the local atmosphere.
places to take a driving holi- house cooking, but otherwise escarpment, the Bokkeveld From there, it was on to
day for a weekend break or the unscathed. Plateau, revealed carpets of Langebaan, which has de-
annual family bunfight. Nat- Arrival at the b&b, a spectacular, yellow, orange, veloped beyond recognition
urally enough, people are less not-very-affluent farm deep in white, purple and red blooms, since my last visit a couple
likely to consult a travel agent the hinterland, was intro- unmatched anywhere else. of years ago, before timing
for a domestic holiday but, for duced through rusting trac- No wonder Nieuwoudtville arrival in Cape Town perfect-
even the most inbound-fo- tors and equipment beyond is known as the bulb capital ly to enjoy the grinding rush
cused supplier and outbound my town-bred comprehension of the world, with more than hour traffic, now even topping
retailer, those travellers are at and a weed-strewn track lead- 1350 plant species. Johannesburg’s claim to fame.
least potential incremental or ing to a farmhouse from the For lunch or an overnight As the traffic gets worse and
seasonal business and worth Beverly Hillbillies. stay, the best choice is Pap- parking is impossible, busi-
making the effort to capture. Stepping over three, fortu- kuilsfontein farm, a decidedly nesses and government de-
More promotion, more nately friendly, knotted dogs more lugubrious establish- partments continue to expand
packages, more specials and into the house was a welcome ment than my overnight in the CBD; I don’t get it.
an overall more aggressive to a shambolic interior, a abode, with cottage accom- Never mind, the flowers
approach would surely pay challenge for Madam, who is modation and a very good were worth it.
dividends. an interior decorator, a bed restaurant, as well as its own
A recent jaunt up to endowed with the world’s four kilometre flower route
Namaqualand to view the largest and heaviest blanket, track to drive around the
spring flowers was a pleas- making breathing difficult, property.
ant alternative to the often and a bathroom shared with In the little town itself,
overpriced Garden Route. the farmer and his wife, a there is little to see, other My local excursion came on
The drive up from Cape Town warm and hospitable couple than the church which, com- the heels of a report of a de-
passes through magnificent with, unfortunately, no ex- mon to similar communities cline in South Africa’s tourism
scenery and the opportunity posure to Swiss hotel school in South Africa, seems large figures this year. The confir-
of picking up delicious, suc- training. enough to minister to three mation came as no surprise. I
culent fruit in the Citrusdal After sheepishly holding times the local population. had been hearing it for some
area, beyond anything we ever hands with the farmer and his Heading back down Van time from friends in the hotel
find in the local supermarket wife while grace was lengthily Rhyn’s Pass is a breathtaking business, who contradicted
and at a fraction of the price. recited in Serbo-Croat – or it view from another of South rosy forecasts from official-
It doesn’t take long to realise may as well have been – it was Africa’s magnificent moun- dom.
how we – and the farmers a quick dart down the passage tain passes before returning News and comment on our
– are getting ripped off by to make it into the bathroom for another overnight, giving country in foreign media
markups at Pick ’n Pay and first and an insulin injection the hamerkop more target doesn’t help and it won’t get
Woolworths. to recover from the sugar-in- practice and depleting the any better until the govern-
From the Clanwilliam Dam fused butternut. insulin. ment gets its post-Zoomer act
and into the Cederberg, the Yikes! Where’s the nearest For a bit more local flavour, together and stops cowering
ingenuity of our farmers Ritz Carlton? next day dawned with a drive in fear of the EFF and pander-
is displayed while driving Never mind, all part of the to the most peculiar seaside ing to populist sentiment.
alongside the hand-shovelled local experience, I suppose. community of Doringbaai, Around 80 percent of people
canal, which runs north for Rested, sort-of, and watched home to the surprisingly continued on page 26
25 Travel Industry Review | October/November 2018You can also read
