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ATM: Machine learning and AI will revolutionize the way GCC tourism firms do business

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Technologies such as machine learning and artificial intelligence (AI) have the potential to transform the GCC’s hospitality and travel sectors, but regional operators must strike the right balance between high-tech and high-touch.

This was the message from industry experts participating in Arabian Travel Market (ATM) 2019, who told attendees that – if implemented effectively – the latest innovations will help them to ‘sell travel’ more effectively in the future.

Technologies such as virtual reality (VR), robotic assistants and AI chatbots are already facilitating smoother customer experiences across the industry. Global sales of public relations robots are forecasted to hit 66,000 units by 2020, and beacon technology applications in the hospitality sector are projected to be worth USD 72 billion by 2026.

Charbel Sarkis, Regional Head of Travel and Hospitality, Retail and eCommerce – MENA, Google, said: “Machine learning is not something that’s going to happen in the future. It’s happening right now.

“The assistance this type of technology provides is very smart. By predicting our behaviour, it can personalise the entire travel experience. If I’m a first-time visitor to Rome, for example, I have different expectations than someone who has been five times before and is returning on business. Machine learning can help to customise the offerings we receive.”

Innovations such as the Internet of Things (IoT) could also lead to increased back-of-house efficiency for the sectors such as aviation. Implementing the technology to improve unplanned maintenance costs by just one per cent, for instance, could generate industry-wide savings of up to USD 250 million per annum, according to research conducted by Colliers on behalf of ATM.

Matt Raos, Senior Vice President Business to Business – Corporate and Leisure, Emirates, called for GCC travel operators to enhance the end-to-end customer journey by implementing technologies collaboratively.

“The challenge we have is that we’re part of a broader ecosystem,” Raos said. “There is no one player that can do everything for everyone on their own. We need to acknowledge that we’re participants in this ecosystem and find ways to collaborate so that we can deliver the things that customers want.

“It’s about making the whole industry work together and proceed at a pace that’s not set by the slowest participant in the chain.”

Machine learning and AI-driven innovations such as robot concierges and butlers, as well as facial recognition and room customisation technology, are becoming increasingly popular in the international hotel sector. However, some GCC brands have been reluctant to implement innovations due to high customer expectations that have been driven by the region’s highly trained hospitality professionals.

Danielle Curtis, Exhibition Director ME, Arabian Travel Market, said: “Average IT investment by hotels currently stands at four per cent, yet almost three quarters of all manual activities in the hospitality industry have the potential to be automated. There is clearly huge potential for our industry to benefit from technology implementation.

“Nevertheless, the GCC’s hospitality and travel sectors have built up a global reputation based on high-quality, face-to-face service, so it is vital that the region strikes the right balance between high-tech and high-touch. In the longer term, companies operating in the Middle East’s tourism segment are likely to remain committed to human interaction, but with the assistance of technology.”

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: [email protected] , 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.

Travel News | eTurboNews

eTN Hero: Cordelia Igel, team leader at Vox Restaurant, Grand Hyatt Hotel Berlin

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Many of us traveling around the globe on business have travel stories to tell. I spend more than 100 fully-paid nights every year in Hyatt Hotels around the world. Doing this, you get to know a brand more closely.

I am collecting my own list of heroes and honoring each of them eTN Heroes. You cannot buy eTN Heroes, and this title is a publisher’s recommendation based on personal experience.

I realize there are so many heroes in the hospitality industry and even more in the rest of the travel and tourism industry, so my personal experience is only a very small token of well-deserved recognition.

Today, I would like to introduce Cordelia Igel, a senior team leader at Vox Restaurant at the Grand Hyatt, Berlin, Germany as the latest eTN Hero.

Travelers like me experience hotels as a second home. When something doesn’t make sense, I am always outspoken and hope my criticism is heard. I want the businesses that cater to my travel to do well.

Loving my espresso every day is a passion many fellow travelers share. For me, it doesn’t make sense when international hotels cannot see that good espresso is a major selling point. For me, it’s a major buying point when selecting a hotel.

For example, I stopped staying at the Marriott Newark Airport where the Starbucks in this hotel is only open from 6 am to 10 am.

It boggles my mind because people come in 24 hours a day because after all, it’s an airport hotel.

With travelers arriving or leaving this hotel don’t always go by Eastern Standard time.

A good cup of coffee becomes as important as a good bed or a hot shower.

The same goes for food. I select hotels where I can get my breakfast, lunch, or dinner 24/7 because my body time clock is not always synchronized with the time in the destination.

Mistakes happen, especially when you’re jetlagged. One of the worst was when I picked up a suitcase that belonged to another passenger in Tokyo after arriving from Abu Dhabi and showed up at the Grand Hyatt Tokyo with the wrong luggage. Takashi Kai, Assistant Manager at the Grand Hyatt Tokyo, was my first eTN Hero that day and managed this impossible and frustrating situation for me.

Here why I am so thankful to Cordelia Igel, the senior team leader at Vox Restaurant at the Grand Hyatt Berlin, my latest eTN Hero.

In March during ITB  I stayed at the hotel for 8 nights.

The hotel has a fantastic breakfast and a great pool/gym area along with a very central and exciting location close to Potsdamer Platz.

Rooms are a little small and average in Berlin, but acceptable. I may have been spoiled. I stayed at the Hyatt Haus Duesseldorf before arriving in Berlin during the same trip and also one night at the Park Hyatt Hamburg and loved my apartment and hotel suite. My apartment at Duesseldorf Hyatt Haus was over the top – washer, dryer, living room, bedroom, and an outside patio with a million dollar view, and enough space to entertain 100 people.

Here is why Cordelia at the Grand Hyatt Berlin is my hero. Attending a very busy trade show is always a challenge when managing a busy scheduled and sleep. My morning espresso is of utmost importance. In the past, when staying at the Grand Hyatt Hotel in Berlin, I went to Starbucks across the street from the hotel, but this year, Starbucks was no longer there.

What were my options? As a Globalist member in the Hyatt loyalty program, my breakfast is always included. Hyatt Germany is not one of the hotels forcing Globalists to take their breakfast only in the Club lounge.

The continental breakfast at the Hyatt Grand Clun is usually not comparable with the wide variety of food found at VOX restaurant.

So everything was perfect in the morning, right? Wrong!

When trying the Club lounge espresso, I should have known it wasn’t up to my standards as it was served from a push-button machine. However, not all Grand Clubs are the same. At the Grand Hyatt Seoul, Korea the Espresso machine is the best I found in the Hyatt system so far.

At the Grand Hyatt Berlin, when dining in the hotel’s 5-star restaurant VOX, a 3-star espresso is served from a push-button machine.

When I asked the lead server, Cordelia, why they are serving such a superb breakfast and offer only a push button machine-made espresso she offered a solution.

The only good espresso machine in the hotel not using push-buttons was at the hotel bar. Cordelia went to the hotel bar and personally hand-crafted a cup of real espresso for me. She also managed to bring it back within one minute after pouring. Magical!

Every morning after that, Ms. Igel knew what to do. And for that extra touch of service and not hesitating a second to go above and beyond, Vielen Dank Frau Igel, you are my eTN Hero today.

 

 

 

 

Travel News | eTurboNews

Melbourne Gay Night Club shooting kills one, injures three

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Melbourne and locals alike find Love Machine nightclub in Prahran to be a popular part of  Melbourne R&B and house music over 3 floors. This flashy gay and mixed nightclub with a funky, contemporary setup and 2 bars is popular with a mixed/gay crowd. Love Machine hosts ‘Gossip Sundays’, featuring talented DJ’s, dancers and shows

A security guard is dead and three others were seriously injured after a gunman fired indiscriminately into a group of people outside this busy Melbourne nightclub Sunday night.

Aaron Khalid Osmani, 37, from Narre Warren South was rushed to hospital after the drive-by shooting outside the Love Machine nightclub in Prahran on Sunday morning.

Three security guards and one patron were shot in the incident, which occurred just after 3am outside the nightclub on Little Chapel Street and Malvern Road.

Osmani was rushed to a hospital in a critical condition. He died later in hospital. A 28-year-old is still is fighting for life at The Alfred hospital. Two others, aged 50 and 29, sustained non-life threatening injuries.

A stolen black Porsche Cayenne used in the shooting was later found burnt out in Wollert in the city’s north.

One person injured in the shooting ran around the corner into Chapel Street.

Police are yet to talk to the victims in full detail due to their injuries. They are still confirming whether the person found on Chapel Street was one of the four injured or if there is a fifth person who was shot.

Blood could be seen on the footpath more than 100 metres from the nightclub. Clothes and bullet casings were also scattered on the ground.

Homicide Detective Inspector Andy Stamper said it was too early to say whether it was a targeted or random shooting. No arrests have been made.

Chapel Street is home to a number of popular nightclubs and the shooting on Sunday occurred while many people were still out.

Travel News | eTurboNews