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Compass Edge wins 2019 CTW Chinese Tourists Welcoming Award in Innovation Category

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Since 2004, the CTW Chinese Tourist Welcome Award has been organised by COTRI China Outbound Tourism Research Institute. Evaluated by an international jury of experts including Ctrip, the award is recognised inside and outside China as the most important quality sign for the international Chinese outbound market. Compass Edge was presented with the award during ITB China on May 16th, 2019 in Shanghai, for providing innovative products for the growing Chinese Outbound Tourism market. Other awards recipients include Viking Cruises, Dubai Duty Free, Manchester Airport, Los Angeles Tourism and Convention Board, etc.

According to the Ministry of Culture and Tourism, Chinese tourists made 149.72 million outbound trips in 2018, up 14.7 percent over the previous year, more than half of these trips were outside Greater China regions. Chinese tourists will venture off the beaten path to visit new destinations. A recent report by China Luxury Advisors and Coresight Research saw a surge in independent travelers from 20.7% in 2017 to 26.8% in 2018. This trend will continue in 2019 and beyond.


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Compass Edge was founded in 2008, originally just as a reseller of best-of-the-breed hotel online solutions. In 2014, Ms. Anita Chan was appointed CEO of Compass Edge. Recognising Chinese Outbound Tourism especially Free Independent Travel (FIT) is an important uprising trend yet China online market is so complex and fundamentally different from the West, Anita led the company to launch its own Go China Online Branding Solution in 2015 to help overseas hotels to establish a China-Visible strategy. In March 2018, Anita co-founded LN Hotel Alliance with Ling Nan Hospitality, China Southern Airline and GZL Travel Services, a first-of-its-kind Chinese centric loyalty program with 46Million+ loyalty members. Later in 2018, in addition to the digital agency business, Anita transformed Compass Edge to be a technology provider, developing B2B2C WeChat Mini Program solving pain points for both Chinese travelers and overseas tourism and hospitality partners. Compass Edge has successfully implemented over 120 China-Ready strategic projects.

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COTRI congratulates Compass Edge for the Silver Award Innovation of the CTW Chinese Tourist Welcome Award 2019. “The award reflects the fact that Compass Edge has for a long time supported hotel companies around the world with innovative services to create satisfied customers and a healthy margin”, says Prof. Dr. Wolfgang Georg Arlt FRGS FRAS, founder and director of COTRI.

According to Anita, “while most overseas hospitality and tourism companies want a piece of Chinese outbound business, the China market is fundamentally different. It requires deep dive expertise, time and huge money resources to start. Before, it is always a “big boy game” and it is hard for smaller companies to have the same playing field. This pushes me to come up with creative and cost-effective programs like Go China branding solution and WeChat Mini Program to help smaller companies to have the chance to be in game for the China FIT market.” “All these efforts have paid off with the recipient of this CTW Silver Innovation Award,” Anita concluded.

About Compass Edge

Compass Edge is a company offering online solutions to independent hotels. It is a niche service provider offering cost-effective branding solutions for overseas hotels to establish an online presence for the booming Chinese FIT market. Its latest WeChat Mini Program offers solution to solve Chinese travelers pain points and capturing ancillary revenue for hospitality and tourism companies.

Simba, the happiest safari company from Tanzania joins African Tourism Board

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African Tourism Board today added Simba Safaris a family owned Safari and Tour company from Tanzania to its rapidly growing list of members. Simba Safaris is also a giant in travel and tourism at the same time and more than just a travel company.

Where Africa becomes one destination is the slogan of the African Tourism Board, and a Simba Safaris thought it was a perfect match to join.

The company states on its website www.simbasafaris.com/ Simba Foundation endeavors to improve the quality of life for the children in need. Through multiple services and projects, focusing particularly on children in extreme poverty, we are striving to reduce the illness, child mortality, provide educational opportunities and support community development.

We believe that the happiest people are not those getting more, but those giving more; there is no higher religion that human service. To work for the common poor people is the greatest creed.

As our constant endeavor to give back to society, we are constantly looking for the like-minded people who are conscious of fulfilling their social responsibilities. We would like you to get involved in this noble cause.

Simba Safaris has operated luxury safaris for over forty years and is one of East Africa’s most experienced luxury safari operators.

The company has operated safaris throughout East Africa, offering an exceptional experience at unbeatable value. Safari is their priority and the operator spend considerable funds to make our equipment safe and reliable. The staff is the best-trained in the field. When it comes to safety Simba Safaris is not cutting corners.

SIMBA SAFARIS is a family owned and operated a company. The 3 brothers and their team of safari professionals have been operating luxury safaris for over 40 years. Our Offices in Tanzania and Kenya are managed by safari experts who average more than ten years experience with Simba Safaris and have first-hand knowledge about the areas in both the countries.

CEO Firoz Dharamshi has a message for his clients: “The reason you chose Simba Safaris is simple. Since our very first client in 1969 Simba Safaris has left no stone unturned in the delivery of unmatched customer experience for Luxury Tanzania Safaris. This fact has been underscored by the recent introduction of our luxury safaris division -“Simba Excellence.” This exciting new division was established to cater exclusively for a discerning clientele seeking only the very best Tanzania and Zanzibar has to offer.

With the establishment of Simba Excellence, Simba Safaris has taken an important step to consolidate its leadership position. Through Simba Excellence, we provide our clientele with the only most exclusive hotels, lodges & camps in Tanzania & Zanzibar.

Simba Excellence vehicles are not only the newest in the industry but include additional features and comfort our clients appreciate. While Simba Safari driver guides are considered some of the best in business, Simba Excellence Driver Guides are a cut above – “The best of the best”.

Simba Excellence represents the culmination of everything we have learned over the past 40 years as pioneers of the Tanzania Safari industry. We’re very pleased to be able our guests this level of service as well as the very best Tanzania & Zanzibar has to offer. My personal commitment to you is that your Simba Safari experience will exceed your expectation while providing excellent value for your money.

We look forward to welcoming you to Tanzania and assure of our of an exceptional safari experience. If there is anything we can do to make your adventure more special, please don’t hesitate to contact me personally. You can reach me at: firoz@simbasafaris.co.tz or call my office directly at +255 (27) 2549116-8.”

Juergen Steinmetz U.S. based chairman of the African Tourism Board Marketing Corporation, said: We’re looking forward working with Simba Safaris to reach out to new markets in the United States, Europe, India and beyond.

Founded in 2018, the African Tourism Board an association that is internationally acclaimed for acting as a catalyst for the responsible development of travel and tourism to, from the African region.

Membership information is available on www.africantourismboard.com

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Personalize and remove friction for customers, Gulf travel companies told

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Gulf-based travel and hospitality companies that use disruptive technologies to boost personalization and remove friction for customers are likely to become future market leaders, according to experts speaking at Arabian Travel Market (ATM) 2019.

In a panel discussion titled ‘The Big Picture – Who Will Sell Travel Best in the Future?’, which took place on ATM’s Global Stage, representatives from Booking.com, Sabre Corporation, Google, Facebook and Emirates explored the potential benefits and pitfalls of technology implementation in the Gulf’s tourism sector.

While innovations such as the Internet of Things (IoT), artificial intelligence (AI), machine learning and personalisation technology have the potential to boost efficiency across the industry, panellists emphasised that operators should always consider how new applications are likely to impact the customer experience.

Fouad Talaat, Regional Manager of Partner Services – MEA, Booking.com, said: “Some of us think we’re in an era of disruption but I think we’ve passed that already. I think we’re in an era of powerful customers.

“We think of ourselves as a customer-first AI company. This means that the application of any new technology is done to enhance the experience for our customers. We don’t experiment with emerging technologies for the sake of it. If an innovation doesn’t take friction away, we don’t invest in it.”

Airports and airlines increased investments in information technology (IT) from 5.6 per cent in 2017 to 7.5 per cent in 2018, accounting for an overall investment of USD 30 billion. By implementing IoT technology to optimise flight itineraries, the industry could save the same amount in fuel savings alone over the next 15 years, according to research conducted by Colliers on behalf of ATM 2019.

In addition to efficiency savings, panellists noted that the GCC’s tourism industry must identify areas in which disruptive technologies can be implemented to ensure a seamless customer experience.

Terry Kane, Head of Travel, Auto, Telco and Financial Services – Middle East, North Africa and Pakistan, Facebook, said: “In travel today, there is still an enormous amount of friction at every step of the journey and mobile solutions can help to remove a lot of this. Expectations are constantly changing. The moment a company solves a friction-related problem, customers’ expectations are reset.

“For example, if I want the most personal experience possible, it’s probably going to be through WhatsApp or Facebook. We should be able to reserve flights, get our boarding passes and book accommodation through WhatsApp or Facebook directly […] These platforms should be your personal concierge for multiple things in life, and travel is certainly one of those areas.”

The comprehensive implementation of personalisation technology could also lead to significant benefits for the Middle East’s hotel industry, according to Colliers, increasing revenues by more than 10 per cent and reducing costs by more than 15 per cent.

Ben Vinod, Senior VP and Chief Scientist, Sabre Corporation, said: “We live in an AI, machine learning-driven landscape, so a key focus for our sector is intelligent retailing. Consumers want to see content that is relevant for them; they don’t want to see generic information. This is something that will change over the next couple of years.

“One example is that you don’t always have to show the lowest price on your website. You may want to show the best price based on the customer’s preferences. Segmentation is important because it allows you to deliver relevant content to a portion of the population. We also see a need for one-to-one personalisation. We want to be able to give you a tailored response that is meaningful to you – as a segment of one.”

Running until Wednesday, 1 May, ATM 2019 will see more than 2,500 exhibitors showcase their products and services at Dubai World Trade Centre (DWTC). Viewed by industry professionals as a barometer for the Middle East and North Africa (MENA) tourism sector, last year’s edition of ATM welcomed 39,000 people, representing the largest exhibition in the history of the show.

MEDIA CONTACT: NATHALIE VISELE, Director, Shamal Communications, Arjaan Office Tower, Dubai Media City, Dubai, United Arab Emirates, Tel: +971 4 365 2711 | Mobile: +971 50 457 6525, E-mail: nathalie.visele@shamalcomms.com , Website: www.shamalcomms.com

Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg

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Lufthansa

“My personal hero today is Ms. Patricia Dzai. Patricia works for Swissport in Johannesburg, South Africa,” said eTN Publisher Juergen Steinmetz. Swissport is one of the largest aviation ground-handling agencies operating in countries around the world.

Major airlines hire Swissport to manage customer relations and logistics when it comes to baggage handling, including lost or misplaced items.

Lufthansa German Airlines’ ground handler in Johannesburg is Swissport. I recently traveled from Nice to Cape Town via Frankfurt and Johannesburg on Lufthansa German Airlines. I am a United Airlines Star Alliance Gold member and traveled on Lufthansa in Business class. Lufthansa is a member of Star Alliance.

When I arrived in Johannesburg, I heard my name called by Lufthansa’s lost baggage office handled by Swissport.

I was told my tube was still in Frankfurt, and they would put it on the next flight to Johannesburg. I explained it was of utmost importance to have the tube for an important trade show event, the World Travel Market in Cape Town, in the morning.

Patricia Dzai, the Swissport agent in Johannesburg, wanted to make sure this would be possible and sent an urgent message to Lufthansa in Frankfurt. The message said:

 

 

 

 

 

I was pleased to know my tube would go on LH 576 directly to Cape Town almost in time for the start of World Travel Market.

I went on to fly to Cape Town and received a text message in the evening saying my tube would be on the Lufthansa flight to Johannesburg, which was different from what Patricia had requested. Since it was late and the Swissport office in Johannesburg was closed, I was able to find a non-published phone number for Lufthansa baggage service in Frankfurt. Lufthansa, like most airlines, is hiding phone numbers to encourage passengers to communicate only by email.

I was told by Lufthansa Baggage Service in Frankfurt no such message to forward my tube to Cape Town was ever received by Swissport Johannesburg. The agent went on to say that passengers are often not told the truth by Swissport agents.

The Lufthansa agent in Frankfurt explained that his job was not to help me, since this was only handled in Johannesburg. I argued my tube is in Frankfurt and not Johannesburg, and the handling agent for Swissport in Johannesburg was closed.

The agent then said he was now doing a one-time exception for me and would reroute my tube on LH576 directly to Cape Town. He said there were 5 hours to get this done, still plenty of time according to him.

The next day I received another message telling me again the tube was on its way to Johannesburg instead of Cape Town.

I called Swissport in Johannesburg, and the news not could have been worse. They told me, apologizing, that my tube was still in Frankfurt for a second day, and they did not know why.

I again called the baggage-handling office in Frankfurt and was again told it’s all Swissport’s mistake for not telling them where to send it.

This time I was angry and called Swissport Johannesburg again. I asked Patricia why she was lying about this. I told her she never sent this request to Frankfurt, according to Lufthansa.

Ten minutes later, I received an email with a time-stamped screenshot from Patricia Dzai showing me exactly what was requested by her in the first place.

Patricia actually had gone out of her way originally to make sure I would be united with my tube on time and in Cape Town. I felt bad thinking she didn’t care and didn’t do anything, when in fact she did.

It shows that big companies like Lufthansa have a serious customer service issue. They hide behind a huge system and are trained to say it’s not their job and simply blame others for company shortcomings.

There was no way I could talk to anyone at Lufthansa about this, and my urgent email to them on the day I was trying to get the tube re-routed was just responded to 2 weeks after I was already back home in Hawaii. Lufthansa offered a 200 euro compensation.

No explanation was given and no apology for accusing Patricia Dzai and Swissport for not doing their job.

I finally received my tube on the last day after the trade show and took it back to the US unopened. When I changed planes in Frankfurt, I asked the agent working in the Senator Lounge to speak to a supervisor in baggage handling about this case and compensation. She told me I have to send an email, which I had already done days ago.

She gave me some chocolate and said they get customers’ complaints all the time and do their best to help and respond, but the back-up system by the airline is not there.

It’s all about a giant non-caring anonymous machine.

I extend my apologies to Patricia Dzai from Swissport, as I now understand she was also a victim of shortcomings created by Lufthansa German Airlines.

Patricia Dzai is the eTN Hero for today.

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TSA: New airport security scanner poses “privacy risks” to passengers

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US Transportation Security Administration (TSA) is demanding modifications of a new airport security system because it poses “privacy risks” to passengers by showing too much of them on display, a newly published document has revealed.

Following a demonstration, the Transportation Security Administration has requested changes to the contract because the scanner they received “has privacy risks associated with the Graphical User Interface,” says the document dated March 26 and made public by Quartz on Monday.

While the document provides no further details on the exact nature of the privacy risks, the TSA required the scanner’s manufacturer to add additional security features before it would consider using the device in a “live environment.”

Using another government database, Quartz identified the contractor – whose name is redacted in the document – as Virginia security firm ThruVision. The document refers to ThruVision’s TAC scanner, which the company describes as a “proven people-screening camera that sees any type of item.”

The device is supposed to be part of TSA’s “Future Lane Experience” (FLEx), an effort to speed up security checks that have become a major headache for passengers in many airports.

The Los Angeles County Metropolitan Transportation Authority partnered with the TSA last year to deploy ThruVision’s portable TS4 scanner, which the TSA claims to have vetted “extensively” prior to using it on LA commuters. It is unclear whether the TSA had similar concerns about the TS4 before the device was used in the field.

Revelations about the TSA concerns over the new scanner come after last week’s report by ProPublica that accused the agency’s current hardware of “discriminating” against African-Americans by misreading their hair, requiring a disproportionate number of pat-downs.

The ACLU slammed the TSA in 2009 for using scanning technology to conduct “virtual strip searches” that provided TSA employees with photos of passengers’ genitals, breasts and buttocks. More was revealed in 2010, when the Electronic Privacy Information Center (EPIC) published TSA documents which further detail the scanners’ invasiveness.

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