Good to see a travel company doing something positive on surcharging. In a limited offer, Sandals will pay all fuel surchages and taxes on holidays of 14 nights or more booked before August 15, for travel between September 1 and December 20.
Martin Couzins, managing editor
A heads-up for TW Blog's travel agent and operator readers - we're running a survey on ABTA's subscription fee hike. It's only ten questions, and you don't have to be an ABTA member.
(Non-trade readers: there's a poll for you at the bottom of this post.)
Hit the link to launch the survey in a new window.
If anyone took it yesterday, I've tweaked it a bit since then, making the free-text questions optional. I noticed the non-completion rate was a bit too high.
...and here's a quick poll to see what, if anything, other readers think:
Grande Hotel Gardone Riviera hit the news this week after a British holidaymaker died following an outbreak of salmonella (though it isn't yet clear whether the bug caused his death).
The property is set right on the west bank of Lake Garda, roughly:
It has a fair amount of history: dating from 1884, it has hosted Sir Winston Churchill, Vladimir Nabokov and Somerset Maugham (among TW Blog's favourite authors, incidentally).
TripAdvisor reviewers are largely complimentary about the property, with only 8 out of 60 dropping below 4/5 - though one family complains that they were hit by a surprise €350 charge for what their 10 month old baby had eaten over 14 meals.
It is featured by a number of British tour operators - Kuoni, Inghams, Prestige Holidays and TUI Travel (Thomson) had guests there during the salmonella outbreak, and are all investigating the hotel's safety standards through hygeine consultant IGI.
Our former features editor Matthew Hampton emailed me this morning with a horrified response to elements of Andy Cooper's latest column for TW:
I practically spat out my tea when I read Andy Cooper's column. His sole justification for Brits wanting to go on holiday seems to be that we live on a "cold, wet island with no guarantee of good weather."
Therefore it's "not unreasonable to expect our citizens to travel to experience culture, sunshine..."
Sorry Andy, I like a bit of beach time as much as anyone, but sunshine is not a prerequisite for a nation developing valuable cultural attributes.
Perhaps you should spend a bit less time abroad and more inside the British Museum, National Gallery, Tate Galleries.... Failing that a library would suffice; most small towns have one.
When you're done, why not visit some domestic attractions and see whether they think 'tourism deficit' is completely meaningless outside Westminster.
Britain is a great country to visit and it's about time the industry woke up to that fact.
Yikes. Any differences of opinion out there? I see what Matt's getting at, but I do think Andy's wider points about the economic importance of outbound tourism stand.
Rabbie's Trail Burners is offering Scots clan tours for those looking to find out more about their ancestors.
Great timing from the tour operator. The launch of the tours coincide with next year's 250th anniversary of Rabbie Burns' birthday.
Tours cover the MacDonald, Macleod, Campbell, Macgregor, Cameron and Robertson clans.
Martin Couzins, managing editor
For all the talk about how the credit crunch may or may not be affecting travel, the latest CBI Services Sector survey shows that travel is faring better than other service sectors. This is line with what the likes of TUI and Thomas Cook are telling us.
This is what the survey says . . .
Looking at the sub-sectors, the only consumer services sector to report growth in business volumes over in the past 3 months was travel services. However, these firms incurred rapid cost rises and, with limited ability to pass these onto customers, their profitability fell at the fastest rate for five years.
But there has been a huge slide in profits so costs are a problem for the travel industry even though the demand is there.
NOTE: The survey sample was not big - it was conducted between 23 April and 7 May 2008 and 143 firms responded.
Martin Couzins, managing editor
Travel Weekly reporter Edward Robertson attended Cox & Kings' 250th anniversary bash last night...
Cox & Kings celebrated their 250th anniversary in style last night by throwing a dinner for their 100 top-selling agents.
Held at The Royal Garden Hotel Kensington, the event proved to be a lively affair with pre-dinner drinks, dinner, a band and more post-dinner drinks all taken care of by the operator.
A prize draw with seven luxury trips given away also guaranteed certain guests had mile-wide smiles by the end of the evening.
The evening proved a lot of fun, and agents were quick to explain what makes Cox & Kings stand out:
World Market Travel co-owners Peter and Tim Giles, who had travelled up from Bath:
It's really down to the places that they go to like South America or India that means you can't beat them. They have the best guides who know 100% what they're talking about and with the small groups they organise they're very different from other companies.
We know our clients will be treated in the manner they expect which you don't always get with other operators.
...and Bailey's Travel managing director Chris Bailey:
They take customers to places like India and South America that you can't send people to yourself.
Edward Robertson, reporter
Following on from the news Cadogan Holidays is offering customers haggling lessons, we decided to cast around for examples of haggling.
Here we have a haggle over shoes. I had a similar experience in Marrakech a few years ago, which was remarkably similar to this . . .
Martin Couzins, online editor
No more headaches for travellers to Morocco who fancy some souk shopping.
Cadogan Holidays is offering travellers a unique addition to its Morocco Souks tour – haggling classes.
Its Marrakesh tour guides will run through the essentials of haggling with market traders and offer top tips on shopping hotspots, handicrafts and how to get the best deals.
Martin Couzins, online editor
There was an interview with GAP Adventures founder Bruce Poontip on BBC Radio 4's Today this morning, pegged loosely on recent adventure holiday tragedies in Ecuador and Bolivia.
Of course, we can rely on the BBC to take a fair and sensible approach. Over to business reporter Simon Jack:
Don't people rely on people like you to keep them safe? I expect if me, John or Ed decided we wanted to climb Everest someone would probably take our money and say, 'Off you go.'
Oh dear.
Apparently GAP's sales are up 40% despite the sinking of its Explorer vessel in the Antarctic in November 2007, so there is evidence that the higher risks do not put holidaymakers off adventure breaks...
Listen to the interview on this audio stream - it starts at about 24:00.
Nathan Midgley, web producer
Interesting opinion piece by Simon Calder, travel editor at the Independent, on why tour operators provide holidays in the way that they do.
Why, he asks, don't operators incentivise customers to pay up front and why do they still issue paper tickets?
Martin Couzins, online editor
I redeemed a friend's Eurostar vouchers against a group booking this weekend (four days in Ghent, since you ask) and two things about the process baffle me:
Vouchers shouldn't dictate how I book or require me to post them anywhere. If they do, a wad of cash marked 'spend this at X' begins to look like a kinder gift. And if that happens, Eurostar has gone from a guaranteed booking to one that's merely quite likely.
One voucher for all sales channels, please, and redeemable by a unique code. Comme John Lewis.
All that said, I'm still a big Eurostar fan: the full fare was less than £100 per person return, the lady who made my reservation was a pleasure to deal with, and for northern France and Belgium it blows flying out of the water.
Nathan Midgley, web producer
Holiday ads crop up in the strangeset of places. One of Travel Weekly's sister brands, Personnel Today, is celebrating its 20th birthday with a look back to 1988. It has included this TV ad from Pontin's.
Can someone tell me the message of this ad?
Martin Couzins, online editor
Here's a worrying story. During a recent flight to Barbados, a friend of mine told the cabin crew of a sudden and severe pain in her leg.
According to my friend, the stewardess looked puzzled and said she'd never heard of that happening before.
Bad answer.
As the aviation industry has been at pains to stress, the risk of developing a deep vein thrombosis is only minimally higher on a flight, and even then it is caused by immobility, not flying per se - a long car journey involves just as much risk.
But it should be obvious that a passenger complaining of severe leg pains could be suffering from, or at least worrying about a DVT, and you would expect cabin crew to respond accordingly. Especially on a big full-fare airline, which this was.
It transpired that my friend had developed a superficial thrombosis, which is less immediately dangerous but still very painful, and carries the risk of complications, including the development of a DVT.
Things did not improve on the ground. She spent virtually the whole trip in doctors' surgeries and on crutches, and said dealings with her package operator (again, a big name) left her feeling like a burden.
When it came to flying home, her requirements hadn't been passed on to the airline, and only bursting into tears (which I'd probably have done much sooner in the trip) secured her a bulkhead seat where her leg could be properly elevated.
I'm not naming companies, because this is all anecdotal. But it is dispiriting to hear that someone has put their money down with trusted brands and ended up with this standard of care.
Nathan Midgley, web producer
Thomas Cook is presenting its results for year ended 31 october 2007 at 9.30 this morning. Pre-tax profits are up 30% to €284.3m.
The company says it is on track to deliver savings of at least €200m by 2008/09 due to the merger with MyTravel - that's €60m up on its original prediction.
This is how the company sees its development:
Mainstream (excluding financial services) will decline as a proportion of the total from 80% in 2005/06 to 72% in 2009/10.
Independent travel to increase as a proportion of the total from 18% in 2005/06 to 25% in 2009/10.
Revenue from financial services is expected to increase as a proportion of the total from 2% in 2005/06 to 3% in 2009/10.
Updates to come on Travel Weekly.
Martin Couzins, online editor
UPDATE 11.18am: latest story now on Travel Weekly. Interestingly, the news of 100 shop closures was not reported in the interim management statement.
The Times is reporting that TUI Travel plans to shut 100 shops as it plans to save £150m a year.
This is a part of the TUI Travel investor day and interim management statement announced today. Travel Weekly's Ian Taylor is currently talking to TUI Travel and they have confirmed 100 shops will close.
We will update the story on Travel Weekly.
Martin Couzins, online editor
'Tis the season to play travel ad bingo; TW Blog marked off Jersey, California, Haven, James Villas, EasyCruise and more without even leaving the sofa.
And I see Butlins is advertising on Facebook, tempting those independent, free-spending twentysomethings with, er, "1,000s of free child places".
Perhaps they meant "1,000s of free cocktails"...
Nathan Midgley, web producer
There have been a few developments in stories I mentioned before Christmas, so here's a quick update for those who don't subscribe to Travel Weekly's news feed (hint...).
The Travelscope administrators told us that they had spoken to 'interested parties', but that the Christmas break is likely to scupper any rescue deal.
On the operator front, Shearings has been able to offer some Travelscope customers places on similar trips, and "gave very good rates to customers who were due to depart on Friday and booked with us to go away the next day."
On the agent front, our news desk spoke to representatives of Advantage and Co-operative Travel, who said that agents who had made a Travelscope booking were working hard to salvage their clients' holiday plans (which, of course, is one of the benefits of using an agent).
Expect more disruption in the new year as BAA staff go ahead with strikes. Talks failed to avert a series of walkouts, which will affect all seven BAA airports on January 7, 14 and 17-18.
Another company has also given up the ghost: all-business class airline MAXjet filed for bankruptcy on Christmas Eve. Rival carrier Silverjet is offering seats to customers who were due to fly between London and New York.
Nathan Midgley, web producer
What a way to end the year. Tour operator Travelscope has gone into administration, leaving thousands of holiday plans ruined and hundreds of jobs lost.
And there we were worrying that proposed Virgin Atlantic and BAA strikes would disrupt travel over the Christmas period (they still might).
A few figures:
All departures from today on (Saturday 22) are cancelled, with the possible exception, according to ABTA, of a cruise on the Van Gogh due to depart on January 4.
The scant good news is that anyone currently on a Travelscope holiday can complete it, and the administrators say that all customers whose holidays have been cancelled will be refunded in full.
Customers who were travelling by air will need to claim through the CAA; it promises to have specific advice on its website on January 2. Until then, read the claims FAQ.
Customers travelling by any other means will need to make a claim through ABTA - email abtaclaims@cegagroup.com or call 01243 496 883.
It can never be stressed enough: always book with a bonded operator. Travelscope customers will be painfully disappointed, but at least they won't be out of pocket.
There is a full statement at travelscope.co.uk.
Nathan Midgley, web producer
Classic Collection's ad agency emails TW Blog with an impressively shameless pitch:
How timely of the Football Association to appoint an Italian to the job of England manager on the same day that Classic Collection Holidays launched its new dedicated Italy brochure. The operator was able to adjust its advertising campaign...As I write the Capello deal isn't yet finalised, but it does look sure to go ahead. Here's what CC has come up with...
Fast work...
Nathan Midgley, web producer
Thanks to Gadling for leading us to the Telegraph's slide show of some of the travel industry's 'finest' advertising moments. As Gadling points out, there is no such thing as bad publicity. BUT, these pictures are a reminder of how the travel industry keeps pushing the concept.
Martin Couzins, online editor
Over to the Avis blog which is on the hunt for unusual driving laws. Apparently, it is illegal for a driver to be blindfolded while driving a vehicle in Alabama. I like the comments so far . . .
"In Connecticut it’s illegal to hunt from cars."
OK, it's not cars . . . “It is illegal to kiss on railways in France.”
Martin Couzins, online editor
Rail operator GNER emails TW Blog to tell us about a new marketing campaign which will see it try to poach passengers from domestic airline services.
And lookit - there's a fancy dress stunt involved. What fun.
Following in the footsteps of Easyjet's tax collectors, Greenpeace's check-in staff and the Lake District's rapping squirrel (who at least had a talent) GNER brings us three 'frequent flyers', a witch, a pigeon and Superman, boarding a train.
Another triumph for Costume Surplus Marketing Solutions.
GNER is promoting some decent selling points, including widespread WiFi coverage on trains and a punctuality record that beats domestic airlines on similar routes.
But when you're marketing to business travellers - the core group of frequent flyers that the operator needs to sway - your budget is perhaps not best spent on rag week flashbacks...
Nathan Midgley, web producer
A post from regular industry blogger Brian Hordon...
A postcript on "why are women not at the top with more travel companies?" (see my post of 29th January 2007). The departure of Sue Biggs from Kuoni will be discussed by the travel trade for some time, but my focus is on the achievements of this amazing lady.
She really does represent the perfect role model for aspiring female travel industry leaders.
I won't go into how long I have known Sue, suffice to say it was long before Kuoni days.
The subsequent years have seen this lady power her way up the commercial ladder (supposingly littered with male obstacles) displaying all the abilities needed to hold a very senior position.
She has creativity, determination, and the ability to recognise potential, whether in people, destinations, products or investments. In my opinion what stands out above all else is her "streetwise" character, which many people in travel have, but do not demonstrate.
Female or male, just copy Sue. If you deliver you will climb the ladder, and the gender issue will disappear - believe me! This wonderful industry of ours is full of remarkable talent and it is going to be needed in volume during the coming years.
Brian Hordon, director of training development, Silversea Cruises (UK)Ltd
Okay, it's only number two in a very occasional and very fluffy series, but TW Blog does receive the odd missive from agents praising a supplier and I think it's worth sharing them.
So over to Karin Roberts of City Travel Company, North Wales, who has written in about a good experience with Kirker Travel...
Just after my clients had paid their money and left the office Kirker called to say they had underquoted at £170.00 per person x 4, quite a sum. I said I would try to sort it out, but Kirker called me back to say no need to worry, they had sorted it all out for no extra fee.
The travel industry is a dog eat dog business where anyone will undercut you for pennies and not very many companies will go out of their way to help you. Kirker is an exception - well done Kirker you get my support any day!
We've received an uplifting email from Cheryl, assistant manager at Travelcare in Billingham.
Her client, whose children are currently taking exams, was left in the lurch when their departure time was changed. So Cheryl called operator Balkan Holidays to request that they be moved to an alternative flight.
The response? Yes, no problem. And free of charge to both agent and customer, despite the higher price of the alternative flight. Aside: Now picture a consumer trying to make similar changes to a direct-booked DIY holiday.
I was gobsmacked, usually if flight times change operators do not let customers change free of charge as they state in the booking conditions that they are not guaranteed anyway. And have you ever heard of an operator not charging the extra holiday cost to the customer?So all we would like to say is well done Balkan! It's nice to know that there are some operators out there still that will do their best to help us agents and their customers.
Hello repeat business. As Diane writes below, service with a smile makes us all happy - if you come across an exceptional instance of it, drop us an email and we'll give it a mention.
Almost the weekend, and time for our inaugural caption competition - a semi-regular feature on the Travolution Blog.
The honour goes to First Choice boss Dermot Blastland, for whom this week can presumably not end soon enough (Special report: Thomas Cook and MyTravel, Travelweekly.co.uk).
Leave your ideas in the comments and remember to enter your email address. We'll try to dig out a prize for the best. And remember that the Thomas Cook / MyTravel nickname competition is still open. Travel needs its 'GooTube'...
Brian Horden, one of our industry bloggers, has returned from a holiday to Australia. He writes:
A wonderful poster on the door of Jetset Travel in Ballina, New South Wales:
"Without a Travel Agent, you're on your own"And nicely endorsed by the AFTA (Australian Federation of Travel Agents).
A powerful message or not? What a debate this could create...
When a big story like the Thomas Cook - MyTravel merger breaks, it's common for the mainstream media to contact the likes of Travel Weekly for some specialist insight.
And so it was that Hugh Pym from the BBC came to TW Towers to interview reporter Paul Nelson for the Six O'Clock News.
Here's Paul and the BBC team gamely staging an interview for us to snap. (Flash photography tends to rather disrupt the real thing.)
You can watch the report on the BBC website - hit the 'How the internet has changed the travel market' link to the right of the story.
We've been trawling the web for some more reaction to today's news. At the Times Ginny McGrath reckons consumers will barely notice the difference...
Such a merger back in the mid-1990s might have produced an increase in package holiday prices, owing to reduced competition. Now it is more about survival of the traditional operators.
...while in the same paper's business section Steve Hawkes reckons the merger will silence doubts about MyTravel boss Peter McHugh.
The Guardian has a brief comment from Evolution Securities' Nigel Parson to the effect that KarstadtQuelle's recently announced purchase of the 50% of Thomas Cook still owned by Lufthansa paved the way for today's announcement.
Forbes has a story that suggests there will be no Thomas Cook job losses in Germany.
If you've been following the story on Travel Weekly you'll also have seen that First Choice has, naturally, confirmed that it is terminating talks about the sale of its mainstream holiday division.
And finally - if you missed the live feed of KarstadtQuelle's press conference this morning, it's now available on demand. Load the page and hit the 'Speeches' link.
Our reporters have put together some analysis of the Thomas Cook / MyTravel merger over at Travelweekly.co.uk. These are some of the key points:
On the Travolution blog Kevin has some thoughts on how the Big Three will operate:
First Choice is increasingly moving into the long haul market; Thomson will be pushing its new strategy of uber-dynamic packaging, using a combination of its own aircraft, accommodation and third parties suppliers.As for the Thomas Cook Group, expect the company to not drop its focus on its pre-packaged holidays and make a major push on its short-haul business.
Thomas Cook and MyTravel have announced plans to merge this morning.
The plans are still pending approval from anti-trust authorities and shareholders, but this looks like the start of the process of consolidation the industry has long been expecting. Anyone else surprised the words 'First' and 'Choice' are nowhere to be seen?
Thomas Cook's owner KarstadtQuelle AG is due to hold a press conference at 10 o'clock this morning, which will be broadcast live on the web.
Read the story on Travelweekly.co.uk - we'll have more throughout the day.
Update: the KarstadtQuelle press conference has finished, but you can still access various bits of media, including charts and a press release, on the site.
Brian Horden, one of our industry bloggers, wades in to a long-running debate...
That question has appeared yet again..."why are women not at the top with more travel companies?"
My views on this subject go back in history, and then jump right into the year 2006.
My first three bosses in the travel industry were all female, and I can only repeat what I have said on many other occasions: my gratitude to these people for the knowledge, wisdom and experience which they shared has been reflected in the many successes that I have enjoyed in my travel career.
I also wonder how many women actually want some of the top jobs in our colourful industry?
So often, behind the scenes of some of the more successful companies is the strategic thinking of the female mind....the "engineer" behind the success of new thoughts, new ideas, and new systems.
And, on a slightly different "tack", customers enjoy talking to women, especially professional, knowledgeable and enthusiastic women, and moving these people "upstairs" within the company so often removes the best people for face-to-face contact (how often do you see "super salespeople" retail managers working on the Foreign Exchange desk!).
Some contentious views, I am sure; and just to support some of my many thoughts on this subject, just look at the cruise business with Carol Marlow as president of Cunard, Trudy Redfern as vice president of Silversea, Lynn Narraway, director of Carnival Cruise. Or look at the women in First Choice…air and retail, and all successful
Do women want the top job, and all the "baggage" that goes with it, or would they rather be in the position of quietly driving the company forward from behind the scenes? I am sure there will be lots of thoughts on this.
Brian Hordon, director of training development, Silversea Cruises
You know I don't mind paying full price for a holiday and I never EXPECT to get a concession especially in peak season (although Cosmos give agents 20% even in August!).
But I do hate to think that a member of the public has got a holiday cheaper than me.
Perhaps I'm expecting too much but as an agent you'll come back and, all being well of course, promote that particular travel company for free!
A small concession or reduction goes a long way. I remember booking my honeymoon nearly 20 years ago with Paris Travel Service on the Orient Express - they gave me 25% and I never forgot it. They were always my first choice for Paris.
So all you tour operators out there: a little goes a long way and lasts a long time!!!!
I recently took my kids to Lapland. The tour operator who we will call AcrossSnow didn't give us a concession. Okay, I thought, its peak season, not much availability (and no I couldn't go with Cosmos as they didn't have the dates I wanted But they WOULD have given a concession!).
But it really bugged me to hear that of most of the group, we appeared to have paid the most.
Meanwhile, back in September I was the lucky winner of two tickets to Australia with a well known consolidator and a well known middle eastern airline.
I held off telling the kids – as I thought I'd wait to hear what the restrictions were. I knew I wouldn't be able to travel peak season, Dec, Easter etc but it was via Dubai and going to Oz, so surely August would be fine?
Anyway, they were very excited when I told them. I had to go back to the shop and open up so they could get some brochures and begin planning their dream trip.
All running smoothly until the consolidator told us the airline don't allow any school holiday travel. The kids’ dreams were shattered, so I if I could pay a supplement.
Three months later (and I now only have nine months to use them) and the consolidator is STILL waiting for a reply from the airline!!!!
In the meantime two staff here booked their holidays and I no longer have more than two weeks to go anywhere!!
So now I've asked if I can give them to someone else. I wonder how long this response will take…
So, anyone out there fancy a trip to Oz? Don't hold your breath, though, as if it takes them another three months to let me know there'll be barely anytime to use them as it'll be Easter, then Half Term, then the private school hols, and then its Scotland school hols, then its August and UK hols – and then they expire!!
It's great being a travel agent!!!
Diane Coleman, Tickets Travel
If you’re feeling depressed today, worry not, you’re in good company.
January 22 is the most depressing day of the year, according to one headline-grabbing psychologist who, among other things cites fading memories of holidays as one reason for this being a particularly gloomy start to the working week.
If you’re a travel agent or tour operator, however, there should be a little spring in your step and a glint in your eye that says, today’s the day to sell holidays, to give people something to look forward to.
And with a cold snap with us and no World Cup this year to ride a coach and horses through all your plans to generate forward bookings, operators are heralding the return of the busy early year booking period.
I’m not usually one to take much notice of the kind of psycho babble that prompted this blog but maybe there is something in it. A relative of mine was saying just last night how all she could think about at the moment was where she was going to go on holiday this year.
So while everyone else is moping around, suffering from the effects of SAD (Seasonal Affective Disorder), it is the travel trade’s job to find the motivation, the positive outlook on life to sell them their dream holiday.
Good luck, and hopefully by the time the year’s happiest day come along (June 23) you’ll have sold enough holidays to enjoy yourselves.
Lee Hayhurst, acting news editor [note new title for Lee - Ed]