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FCM launches Marketplace travel content gateway

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FCM Travel Solutions  has created Marketplace, a virtual gateway to the travel management company’s extensive proprietary and specially-negotiated airfares, hotel rates, car rental, and rail booking options. The move underpins FCM’s approach to giving customers access to the widest choice of business travel content via multi-channel online and offline sources from across its global network.

A key driver within Marketplace is FCM’s team of over 500 global travel procurement specialists, one of the largest content teams in the travel industry. Each team member is responsible for a specific sector of supplier relations, from air and hotel to rail and ground transport and has at least 10 years’ experience in supplier negotiations. The team leverages FCM parent company Flight Centre Travel Group’s global stature, which includes US$11 billion air revenue and 5 million rail transactions, to ensure customers gain the best savings and tailored content for their travel program.

As a result of the team’s negotiation power, FCM clients have access to specialist fares from 420 airline partners, 112 global rail providers, and car hire deals in 97 countries. The expertise of FCM’s procurement team, combined with that of dedicated travel consultants managing individual booking requirements, results in an average saving of 12 percent on air tickets within FCM clients’ global travel programs. In terms of hotels, Marketplace offers 20 million room rates including 5M negotiated rates at 650,000 properties globally and 2.3M exclusive promotional room night rates at 60 hotel brands worldwide. This unrivaled range of travel content options is available to FCM customers via any of the travel management company’s booking channels including online booking tool Seeqa or offline via their dedicated travel consultant.

“Travel content is vast and covers a huge array of choice which can be confusing for the corporate customer,” explains Mick Heitzinger, Product Director, FCM EMEA “Travel buyers are frequently concerned about whether they are getting the best value, the widest choice of air content, hotel rates, and so on, in order to achieve cost-savings and ROI on their travel program. At FCM, we have recognized the need to deliver all types of travel content from multiple sources in a way that the corporate wants to see it and consume it, whether manager, traveler or booker.

“At the same time, the distribution landscape is becoming increasingly fragmented as new entrants have disrupted the market and online travel agents have added confusion. This has added complexity and cost to corporates,” continued Heitzinger. “Travel managers and procurement directors want to ensure that they have the best fare or rate. They want price parity across channels. They want choice for their travelers and be safe in the knowledge that they can capture data from all bookings made outside of corporate channels in order to satisfy the duty of care. Ultimately, they want content in one place.

“Not only does Marketplace give our customers access to FCM’s exclusive and vast range of global content all in one place, but it also embraces disrupters and new entrants to the distribution landscape to ensure our customers have full availability and visibility. Our core purpose with Marketplace is to provide our customers with the widest travel content in a way that no other TMC can so that they benefit from unparalleled choice and savings,” said Heitzinger.

Source: www.fcmtravel.com

Media Contact: vanessa.aves@flightcentre.co.uk

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

Swiss-Belhotel brings special offers to Arabian Travel Market

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Swiss-Belhotel International has created exciting packages for wholesalers and tour operators that will be launched at the Arabian Travel Market (ATM) taking place in Dubai from April 28 to May 1, 2019. Targeted at Middle East travelers, the group has put together a fabulous range of offers that will be available across its spectacular properties in New Zealand, Australia, the Philippines, and Indonesia.

Laurent A. Voivenel, Senior Vice President, Operations and Development for the Middle East, Africa and India, Swiss-Belhotel International, said: “We are delighted to announce the launch of these exclusive packages that have been designed to provide unique experiences along with greater benefits and value to our Middle East partners as well as customers. We have superb properties located in some of the most sought-after destinations that attract large number of travelers from our region. With the summer holiday season around the corner, ATM presents us the ideal opportunity to launch these. Moreover, this year we are very excited about the ATM Holiday Shopper that we believe is a great addition to the show.”

The Special Packages offer a diverse choice of experiences at unbeatable rates: These include the following:

  • Special Golf Packages in Indonesia at various destinations – Jakarta, Batam, Bandung, Bali, Tarakan, Belitung, Surabaya, Jayapura, and in Vietnam in Da Lat.
  • Discounted wholesale rates for hotels in New Zealand and for hotels in Australia.
  • Early Bird discounts in the busiest destination in Australia, the hotel in Sydney offers 15% discounts for booking within April with stays valid till August and 10% for bookings until August with stays valid all throughout the year.
  • In Philippines, book at Makati and get a free room upgrade; and when you book at Manila get to enjoy the amazing introductory offer including breakfast for two.

Visitors to ATM can find Swiss-Belhotel International on stand HC0825 located in Sheikh Saeed Arena in Dubai International Convention and Exhibition Centre.

eTN is a media partner for ATM.

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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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Boeing scraps 2019 financial forecast, halts share buybacks in wake of 737 MAX disaster

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World’s biggest aerospace corporation was forced to pull its full financial forecast for the current year due to unresolved issues surrounding Boeing’s once best-selling 737 MAX aircraft.

Boeing also announced plans to pause share buybacks, citing “a challenging time for our customers, stakeholders and the company.”

“Across the company, we are focused on safety, returning the 737 MAX to service, and earning and re-earning the trust and confidence of customers, regulators and the flying public,” Boeing Chairman and CEO Dennis Muilenburg said in a statement.

The manufacturer had previously posted a report on the first-quarter earnings that managed to fall in line with analysts’ expectations, while its revenue was slightly less than projected. Boeing’s earning per share totaled the expected $3.16 from January through March, while the revenue amounted to $22.92 billion against $22.98 billion forecasted by London-based provider of financial markets data Refinitiv.

Boeing stressed that the previous guidance didn’t reflect the impact of two crashes of the company’s flagship planes, leading to the grounding of all 737 MAX 8 jets by global regulators, lawsuits from some air carriers and a decline in market value.

According to the producer, more than 135 test and production flights of updated software for the 737 MAX have been carried out so far.

Boeing’s bestseller crashed on March 10 not far from the Ethiopian capital of Addis Ababa six minutes after takeoff on the way to Nairobi, Kenya. The tragedy, which killed 157 people, marked the second crash involving the same jet model in less than six months. In October, the same type of aircraft, operated by Indonesia’s Lion Air, crashed in the Java Sea shortly after takeoff, claiming the lives of 189 people.

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Russian Aeroflot remains China’s ‘Favorite International Airline’

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Russia’s Aeroflot has been once again named the Favorite International Airline in China. The award was given to Aeroflot for the third consecutive year at the Flyer Award Ceremony 2019. The award ceremony was held today in Shanghai, the economic capital of China.

The awards are supported by the Civil Aviation Administration of China (CAAC). Winners are selected by the jury and by votes from frequent flyers and travelers.

The awards recognize outstanding participants in China’s dynamically developing tourism market. Previous winners include leading global airlines, including carriers that hold Skytrax 5-Star Airline status.

Aeroflot retained the title of Favorite International Airline at the competitive Flyer Awards due to its key competitive advantages: high service quality and flexible fare policy.

“The recognition of Aeroflot as the Favorite International Airline in China is confirmation of the effectiveness of our strategic efforts in China,” Aeroflot CEO Vitaly Saveliev said. “We offer our customers a wide route network and one of the youngest fleets in the world. Millions of Chinese passengers choose our airline for affordable ticket prices, convenient transit via our hub airport Sheremetyevo and high-quality service. Further development of service on Europe-Asia transit routes – one of the most competitive aviation markets globally – is one of Aeroflot’s key goals, along with the active expansion of the domestic route network.”

Aeroflot’s convenient routes encompass four key locations in China: Beijing, Shanghai, Hong Kong and Guangzhou. Aeroflot continuously adds new services oriented at the Chinese market. Earlier Aeroflot signed a partnership agreement with Alipay, China’s most popular payment system.

Aeroflot’s official website has a Chinese-language interface. Passengers receive menus in Chinese, and the in-flight entertainment system is available in Chinese. Onboard announcements are made in Chinese and the menu offers a special Asian set.

Aeroflot consistently enjoys wide recognition and popularity among consumers in the Chinese market. In January, Aeroflot was named Best China – Europe Transit Airline at the 2019 Stars Awards in China.

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Indian travelers expected to spend $136 billion by 2021

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The Indian traveler has come of age, spending approximately $94 billion in 2018, on around 2 billion domestic and international trips, helping the Indian travel and tourism industry achieve unprecedented scale.

The momentum is expected to continue and the industry will grow at a 13 percent CAGR to $136 billion by 2021, according to a report, ‘How Does India Travel’. The report outlines how India spends on travel, the influence of online channels in their purchase journey and potential growth opportunities for travel businesses till 2021.

Deep diving into the $136 billion spends, the report cites a 12 percent growth in transportation ($50 billion), 13 percent growth in lodging ($21 billion) and consumption, which includes spends on shopping, recreation and food, to grow at 13 percent ($65 billion) over the next three years. Additionally, as more people come online, smartphone penetration improves and use of digital payments goes up, the report estimates that Indian travelers will spend an additional $24 billion on online travel bookings over the next three years, a growth from 25 percent in 2018 to 35 percent in 2021.

Online is a significant source of research

Elucidating the planning journey of Indian travelers, both for business and leisure, the report calls out five phases of a customer journey – Interest, Research, Booking, Experience and Sharing. The report states that during key research-heavy phase of interest, research and experience, digital plays a pivotal role with over 86 percent of consumers being influenced by online channels. During this phase, travelers spend their maximum time on search, travel tour provider websites, price comparison websites, and travel articles. Online video too plays a significant role with 21 percent of travelers being influenced by this platform. In the booking and sharing phase, the report states that nearly 60 percent of customers book transport and lodging online, and over 50 percent share feedback online with social media being the dominant platform.

Talking about the market opportunities for online travel players, Vikas Agnihotri, Country Director – Sales, Google India said, “New users perceive that online channels are geared towards the more frequent flyers and experience-oriented travellers; and existing travelers research online but the lack of trust in payments and booking experience make them end up booking offline. If travel players tap these online users through personalised marketing, messaging and travel plans, they can further augment online travel bookings. This can be done by adopting digital technologies to influence customers early in the journey and moving from one-time engagement to ongoing relationships to have a positive impact.”

“There is a perception amongst consumers that online channels are geared towards premium customers, along with a marked distrust around payment and pricing terms. It is imperative for businesses to address these concerns in order to effectively tap into the growing base of users.” Arpan Sheth, partner Bain & Company said.

Decoding the Indian travelers

The report further identified the five cohorts of travelers in India, across business and leisure travel, and categorised each against their online research behavior:

Frequent flyers: Nearly 70 percent of them booked online, cumulatively spent $17 billion in 2018. They make their choices based on convenience, availability, brand preference and past experiences.

Budget business traveler: 86 percent of them researched online whereas only 60 percent book online, cumulatively spent $20 billion in 2018. This cohort makes their decisions based on cost of travel, availability and consultation amongst their personal business network.

Experience-oriented traveler: Around 70 percent of their bookings were done online and cumulatively spent $22 billion in 2018. They extensively research both online and offline for ‘authentic’ experiences and convenience of options; display high loyalty towards preferred brand of airlines or hotels and actively share experiences.

Budget group traveler: 90 percent researched online and 55 percent booked online, cumulatively spent $29 billion in 2018. They make multiple decision-makers in the process and take the final decisions based on minimal cost.

Occasional travel visiting friends/relatives: 92 percent researched online but only 60 percent booked online, spent $6 billion in 2018. They maximize family convenience within a budget and believe online terms and conditions are restrictive.

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Thomas Cook selling its travel business: Chinese investment fund interested

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Thomas Cook is the world’s oldest tour operator and was founded in Market Harborough in 1841 by businessman Thomas Cook. It started off with organized railway outings for members of the local temperance movement.

The travel company received approaches for parts of its business and the company as a whole, according to reports. The business put its airline up for sale in February and it said last month it would close 21 stores across the country and cut more than 300 jobs.

Chinese investment firm Fosun International could be a bidder for the company’s tour operating business, which runs a joint venture with Thomas Cook in China. It could be months before any formal offer is lodged, and there is no guarantee one will be made.

Thomas Cook now has annual sales of £9bn, 19 million customers a year and 22,000 staff operating in 16 countries.

In September, Thomas Cook said profits would be hit after the summer heat wave saw many take their holidays in the UK. It issued a second profit warning in November, when it said winter bookings were also down.

The shop closures will take the number of Thomas Cook outlets down to 566. It said a consultation with staff and unions had begun.

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Delta Air Lines offsets most carbon emissions for over 300K customers on Earth Day

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In celebration of Earth Day today, Delta is offsetting the emissions of all domestic leisure and business travel into and out of New York, Boston, Seattle, Los Angeles, Raleigh-Durham and Atlanta for over 300,000 customers across the country.

Plantable seed paper cutouts shaped like airplanes will be distributed on these selected flights to let customers know the environmental impact of their flight has been offset and inspire them to offset additional travel on delta.com/co2. Once planted, this special paper airplane will sprout non-invasive wildflowers.

“Delta led the U.S. aviation industry by launching the first carbon offset program in 2007, making it easy for customers to reduce the environmental impact of their travel,” said John Laughter, Senior Vice President – Corporate Safety, Security and Compliance. “Delta is also the only major airline to voluntarily cap carbon emissions at 2012 levels by purchasing carbon offsets.”

Since 2013, Delta has voluntarily purchased over 12 million carbon offsets, which is equivalent to the emissions from 1.7 million cars or electricity use for one year in nearly 2 million homes. This is more than any other U.S. airline. Today alone, Delta will buy almost 50,000 carbon offsets. To put this in perspective, 50,000 offsets will equal the emissions from more than 10,000 cars driven for one year.

Delta’s carbon offsets to benefit Conservation Coast project in Guatemala

Every offset Delta purchases today will benefit the Conservation Coast offset project, which provides environmental protection from deforestation and sustainable livelihood opportunities for communities in Guatemala. These offsets will help conserve over 400 bird species and 54,000 hectares of threatened rainforests situated along the Caribbean coastline of Guatemala.

The Conservation Coast project also supports sustainable livelihoods within local communities by teaching things like economically viable and environmentally sustainable agricultural practices that work with the environment rather than against it. To date, over 700 jobs are being supported by the project, 30 percent of which are held by women.

“At Delta, we believe connecting the world begins with caring for it,” said Laughter. “The offset projects we support are holistic, going beyond addressing the environmental impact of travel to provide resources, empowerment and financial opportunities to underserved communities like those involved in the Conservation Coast project.”
Offsetting is affordable. A roundtrip ticket from Atlanta to New York emits 0.28 metric tons of CO2, which can be offset for less than $5.

These offsetting efforts and more are why Delta was honored the Vision For America Award by Keep America Beautiful in 2017, recognized with Captain Planet Foundation’s Superhero Corporate Award in 2018, named to the FTSE4Good Index for four consecutive years, included in the Dow Jones Sustainability North America Index for eight consecutive years, given an honorable mention in Fast Company’s 2019 World Changing Ideas Awards and named one of America’s 100 most sustainable companies according to an in-depth Barron’s study.

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