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Puerto Rico Tourism: Out with the old, in with the new

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“Since our inception last July, we hit the ground running to accelerate the tourism economy,” said Brad Dean, CEO of Discover Puerto Rico. “This brand campaign follows a strong publicity effort that set up Puerto Rico as the top place to visit in 2019 and a recently revamped website, DiscoverPuertoRico.com.

“The creative highlights our two strongest assets – our culture and our people – and will help us strengthen traveler’s familiarity with what makes our Island one-of-a-kind.”  The campaign officially launches today across digital channels via digital banners, social, pre-roll and a follow-up TV spot that will launch in coming weeks in key markets. Additional marketing support is expected throughout the rest of 2019, to attract visitors to the Island during the summer travel season.”

Discover Puerto Rico, Puerto Rico’s newly-established Destination Marketing Organization (DMO), announced today the rollout of Puerto Rico’s brand campaign called “Have We Met Yet?” which draws inspiration from Puerto Rico’s cultural and natural offerings and at its essence, focuses on the hospitable and welcoming nature of its people. By posing the question “Have We Met Yet?” the creative re-introduces the Island to the world and brings to life the exotic yet familiar essence of Puerto Rico. As the U.S. mainland’s “neighbor to the south,” the new campaign showcases through Puerto Rico’s iconic doors how the Island welcomes visitors with open arms.

Following extensive research that showed that Puerto Rico’s brand identity was neutral in the minds of travelers, this new campaign is this next phase of Discover Puerto Rico’s brand repositioning process, enabling the Island to fully capitalize on its rich tourism product offerings and emerge as a leading Caribbean destination. The creative repositions the island as that neighbor that one dreams of – with the festive flair, the ocean view, the incredible art collection, the delicious food. Puerto Rico is the neighbor you’ll laugh with, celebrate with, and maybe even fall in love with.

“Puerto Rico’s people, its rich culture and unparalleled natural offerings, combined with the fact that it’s a U.S. territory and easily accessible, were key factors that led to this creative. We’re excited to debut this brand campaign as it opens the door, literally, to endless possibilities that showcase the spirit of the Puerto Rican people and everything the Island has to offer,” said Leah Chandler, CMO of Discover Puerto Rico.

Travelers exposed to the new brand campaign will be immediately drawn by the colorful vibrant doors and stunning imagery found throughout the Island. The creative highlights many aspects that make Puerto Rico a unique destination—ranging from its people, its cuisine, its festive spirit, its natural attractions, and much more.

“The campaign invites travelers to visit Puerto Rico and meet us, the neighbor that you can’t live without,” said Chandler. “Puerto Rico was named the #1 Place to Visit in 2019 by the New York Times and has topped over 20 other notable lists of places to visit this year,” she added. “We want to send a message to all travelers that this is THE year to visit Puerto Rico. The entire island is eager to welcome them.”

The creative was ideated and produced by Beautiful Destinations, with support from local production crews who traveled throughout the Island to capture the beautiful scenery, thousands of colorful doors, and welcoming faces of the Puerto Rican people.

To view the “Have We Met Yet?” creative online, visit YouTube.com/DiscoverPuertoRico and be on the lookout for additional campaign creative coming soon.

Travel News | eTurboNews

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

Senior tourist dies at Grand Canyon after fall

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A 70-year-old tourist fell to her death yesterday, Tuesday, April 23, 2019, at the Grand Canyon in the US state of Arizona. She is the second person to die at this popular tourist destination this year. The Grand Canyon national park sees 6 million visitors every year.

A call went out to park rangers that someone needed  help at the South Rim of the canyon, but by the time responders arrived, the person had fallen 200 feet below the rim. Her body was recovered using a helicopter. It is not known how the woman fell.

The Grand Canyon has designated trails and walkways as well as railings and fences at overlooks that will keep visitors at a safe distance from the rim’s edge. Anyone who chooses to venture beyond that is literally taking their lives into their own hands.

In 2015, 8 men were hopping from one rock to another or posing for pictures, including a 38-year-old father from Texas who was pretending to fall to scare his daughter, but then really did fall 400 feet to his death.

On March 14, 2017,  30-year-old Gom Dang, of Ankeny, Iowa, fell to his death off the rim west of Mather Point as he was posing for a photo when he lost his balance and fell backward to his death. His body was recovered approximately 280 feet below the rim.

In this day and age of the selfie, many people have lost their lives trying to get the perfect picture. A tourist from Hong Kong died falling into the canyon on the Hualapai reservation, just outside the park’s boundaries, on March 28, 2017. He was taking a photo at the time.

In that same year, 20 people fell to their death at the Grand Canyon. A 67-year-old man fell 400 feet from the South Rim and died on April 3. There were 290 search-and-rescues and 1,135 emergency medical service incidents.

Dying from heat or dehydration is more common than falling off the edge in the Grand Canyon, but it is still a major concern. On average, 2 to 3 deaths per year are from falls over the rim.

Travel News | eTurboNews

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.

Travel News | eTurboNews

Hawaii hotels: Flat average daily rate, lower occupancy so far in 2019

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For the first three months of 2019, Hawaii hotels statewide reported flat average daily rate (ADR) and lower occupancy, which resulted in lower revenue per available room (RevPAR) compared to the first quarter of 2018.

According to the Hawaii Hotel Performance Report published by the Hawaii Tourism Authority (HTA), statewide RevPAR declined to $236 (-3.3%), with ADR of $292 and occupancy of 80.8 percent (-2.7 percentage points) in the first quarter of 2019.

HTA’s Tourism Research Division issued the report’s findings utilizing data compiled by STR, Inc., which conducts the largest and most comprehensive survey of hotel properties in the Hawaiian Islands.

For the first quarter, Hawaii hotel room revenues fell by 4.7 percent to $1.13 billion compared to the $1.18 billion earned in the first quarter of 2018. There were more than 74,300 fewer available room nights (-1.5%) in the first quarter and approximately 190,500 fewer occupied room nights (-4.7%) compared to a year ago. Several hotel properties across the state were closed for renovation or had rooms out of service for renovation during the first quarter.

All classes of Hawaii hotel properties statewide reported RevPAR declines in the first quarter of 2019 except Upper Midscale Class properties ($134, +0.6%). Luxury Class properties reported RevPAR of $452 (-5.4%) with ADR of $594 (-1.2%) and occupancy of 76.1 percent (-3.3 percentage points). At the other end of the price scale, Midscale & Economy Class hotels reported RevPAR of $155 (-5.0%) with ADR of $187 (-0.5%) and occupancy of 83.1 percent (-3.9 percentage points).

Comparison to Top U.S. Markets

In comparison to top U.S. markets, the Hawaiian Islands earned the highest RevPAR at $236 in the first quarter, followed by the San Francisco/San Mateo market at $210 (+15.9%) and the Miami/Hialeah market at $208 (-3.5%). Hawaii also led the U.S. markets in ADR at $292 followed by San Francisco/San Mateo and Miami/Hialeah. The Hawaiian Islands ranked fifth for occupancy at 80.8 percent, with Miami/Hialeah topping the list at 83.0 percent (-2.1 percentage points).

Hotel Results for Hawaii’s Four Counties

Hotel properties in Hawaii’s four island counties all reported RevPAR decreases in the first quarter of 2019. Maui County hotels led the state overall in RevPAR at $337 (-2.7%), with ADR at $428 (-0.9%) and occupancy at 78.6 percent (-1.5 percentage points).

Kauai hotels earned RevPAR of $228 (-10.2%), with flat ADR at $305 (+0.2%) and lower occupancy of 74.8 percent (-8.7 percentage points).

Hotels on the island of Hawaii reported a decline in RevPAR to $225 (-9.7%), due to a combination of decreases in both ADR ($285, -2.0%) and occupancy (79.1%, -6.7 percentage points).

Oahu hotels earned slightly lower RevPAR at $196 (-0.9%), with ADR at $236 (+0.8%) and occupancy of 83.0 percent (-1.4 percentage points).

Comparison to International Markets

When compared to international “sun and sea” destinations, Hawaii’s counties were in the middle of the pack for RevPAR in the first quarter of 2019. Hotels in the Maldives ranked highest in RevPAR at $575 (+4.5%) followed by Aruba at $351 (+11.2%). Maui County ranked third, with Kauai, the island of Hawaii, and Oahu ranking sixth, seventh and eighth, respectively.

The Maldives also led in ADR at $737 (+5.2%) in the first quarter, followed by French Polynesia at $497 (-1.1%). Maui County ranked fifth, followed by Kauai and the island of Hawaii. Oahu ranked ninth .

Oahu trailed Phuket (84.5%, -6.3 percentage points) in occupancy for sun and sea destinations in the first quarter. The island of Hawaii, Maui County and Kauai ranked fourth, fifth and ninth, respectively.

March 2019 Hotel Performance

In March 2019, RevPAR for Hawaii hotels statewide declined to $227 (-4.3%), with ADR of $285 (-1.1%) and occupancy of 79.6 percent (-2.7 percentage points).

In March, Hawaii hotel room revenues fell by 5.9 percent to $373.3 million. There were more than 27,200 fewer available room nights (-1.6%) in March and approximately 66,850 fewer occupied room nights (-4.9%) compared to a year ago. Several hotel properties across the state were closed for renovation or had rooms out of service for renovation during March. However, the number of rooms out of service may be under-reported.

All classes of Hawaii hotel properties statewide reported RevPAR declines in March. Luxury Class properties reported RevPAR of $443 (-7.2%) with ADR of $583 (-3.1%) and occupancy of 75.9 percent (-3.4 percentage points). Midscale & Economy Class hotels reported RevPAR of $150 (-2.9%) with ADR of $182 (+0.8%) and occupancy of 82.0 percent (-3.1 percentage points).

Hotel properties in Hawaii’s four island counties all reported lower RevPAR for March. Maui County hotels reported the highest RevPAR in March at $336 (-1.4%) with ADR of $421 (-1.6%) and flat occupancy (79.8%, +0.2 percentage points).

Oahu hotels reported lower occupancy (80.4%, -2.3 percentage points) and flat ADR ($230, -0.2%) for March.

Hotels on the island of Hawaii continued to face challenges in March, with RevPAR dropping 11.2 percent to $216, ADR to $272 (-4.9%) and occupancy to 79.2 percent (-5.7 percentage points).

RevPAR for Kauai hotels fell to $213 (-14.6%) in March, with declines in both ADR to $286 (-4.5%) and occupancy to 74.4 percent (-8.8 percentage points).

Travel News | eTurboNews