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LONDON–()– #GlobalPersonalFlotationDevicesMarket–The personal flotation devices market size has the potential to grow by USD 1.63 billion during 2020-2024
Lufthansa makes dedicated staff look bad: The eTN Hero is Patricia Dzai of Swissport Johannesburg
“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.
South African Tourism appoints Trade Relations Officer
Sherwin Arends joins South African Tourism (SAT) as Trade Relations Officer, bringing a wealth of knowledge and expertise to the role following 12 years’ experience working within the travel industry.
Originally from Cape Town, Sherwin moved to the UK six years ago after travelling the world as a member of cabin crew for Qatar Airways. His most recent role was Senior Product Executive for Audley Travel.
Sherwin will be tasked with building and maintaining relationships with key travel trade contacts in the UK and Ireland while utilising South African Tourism’s research and insights to ensure the agents are provided with all the tools and support to confidently sell South Africa.
Sherwin says: “I’m very passionate about my birth country and proud of my South African heritage so I am thrilled to be joining the South African Tourism team in the UK. I’m looking forward to showcasing South Africa as a leading tourist destination, with a focus on promoting the well-known areas and experiences and helping to uncover and educate the trade on the destination’s hidden gems.”
Tolene van der Merwe Hub Head for the UK & Ireland at South African Tourism says: “We are delighted that Sherwin will be joining our growing team. His wealth of industry knowledge combined with his personal experience of South Africa will be invaluable as we collectively promote the destination to holidaymakers through the UK and Irish trade.”
Seychelles Minister for Tourism, Civil Aviation, Ports and Marine visits Shannon College graduates
The Minister for Tourism, Civil Aviation, Ports and Marine, Minister Didier Dogley accompanied by the Principal Secretary for Tourism, Anne Lafortune and the Director for Tourism Human Resource Development, Diana Quatre visited graduates of Shannon College at their current place of employment as part of a mentoring initiative, following a resolution at the last committee meeting held in December 2018.
The visit was conducted at four different hotels, namely the Four Seasons Resort Seychelles, Kempinski Seychelles Resort, AVANI Seychelles Barbarons Resort & Spa and the Constance Ephelia Seychelles on Monday 15th April 2019.
The purpose of the visit was to meet with graduates of Shannon College who are working in the hotels of Seychelles and establish a communication channel between the graduates and the Ministry.
The first hotel to be visited was the Four Seasons Resort Seychelles employing the largest cohort, comprising of 7 Shannon graduates. This was followed by Kempinski Seychelles Resort & Spa with two graduates, Avani Seychelles Barbarons Resort & Spa with one graduate and the Constance Ephelia Seychelles with 3 Shannon graduates.
During the visit, graduates were given the opportunity to express their views, in the presence of their hotel managers. The main point of discussion was centred on the minimum salary and career progression within the hospitality industry. Overall the graduates in the four hotels were satisfied with their working condition and the opportunity offered to develop their career further.
Minister Dogley stated that “The visits of the Shannon graduates in their workplace and the meetings held with their General Managers provided an excellent opportunity for me to learn about the progress they have made as professionals in the hospitality industry. Most of them had clear career paths and personal development programs.
It was a real pleasure and an eye opener to discover that the majority of them are already working as managers in some of our top brand hotels. This in itself shows that the vision government had for more well-trained and highly skilled Seychellois to take leadership roles in our hospitality industry is becoming a reality.”
The Ministerial delegation will also be visiting graduates from the other tourism establishments in order to provide similar opportunities for interaction. These visits are in line with the goal of the Ministry to ensure that the tourism sector is equipped with qualified individuals and shall endeavour to continue to assist graduates in achieving their dreams of progression to senior positions within the hotel industry.
To date, there are 74 Shannon College graduates who have gone through this programme.
Indian travelers expected to spend $136 billion by 2021
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.
Ideal ocean cruise ship: Ship sizes and what they mean for your cruise
Ships sizes range from megaships (over 4,000 passengers) to very small vessels and luxury yachts whose passengers number in mere dozens, and knowing the differences is key to planning your best cruise vacation.
Cruise experts have divided today’s ships into six categories and provides information on the benefits each provides: XS, S, M, L, XL and XXL.
Extra, Extra Large Ships (XXL) – 4,000+ passengers
These megaships boast unparalleled options in entertainment and amenities. They truly give the impression of being on board a floating city and provide endless choices in dining, activities and shopping (some are so large as to even incorporate a “mall” area with brand name stores). If you desire a resort-type feel from your cruise or worry about sea-sickness, this may be your best option.
Some benefits of XXL ships:
•A large variety of cabin options in every price range
•Dining options that range from small, informal cafes to 5-star restaurants
•Over the top entertainment options that include Broadway-quality shows, 3-D movie theaters, large casinos, extensive waterpark areas and more
•Extremely comprehensive children’s programs and amenities
•Increased ship stability; little sea motion
Example XXL ships:
•Royal Caribbean International: Allure of the Seas, Spectrum of the Seas; Ovation of the Seas, Quantum of the Seas, Anthem of the Seas, Harmony of the Seas, and Oasis of the Seas, Symphony of the Seas, Odyssey of the Seas
•Disney Cruise Line: Disney Dream and Disney Fantasy
•Costa Cruise Line: Costa Diadema, Costa Venezia, Costa Smeralda
•MSC Cruises: MSC Meraviglia, MSC Seaside, MSC Virtuosa; MSC Grandiosa, MSC Bellissima, MSC Seaview, MSC Preziosa, MSC Divina MSC Splendida,
•Norwegian Cruise Line: Norwegian Bliss, Norwegian Epic, Norwegian Escape
•Carnival Cruise Line: Carnival Panorama, Carnival Vista, Carnival Mardi Gras
Extra Large Ships (XL) – 3,000-3,999 passengers
These extra-large ships are a destination unto themselves and are especially good for families and multigenerational cruises due to the many amenities found onboard. There is something for everyone, and many cruisers enjoy their time onboard as much as they do the destinations they visit.
Some benefits of XL ships:
•An abundance of cabin options in many different price ranges
•A variety of dining options, ranging from ultra-casual to very upscale and formal
•A popular favorite with families due to the extensive children’s amenities and programs
•Round-the-clock facilities and activities, such as casinos, water parks, gyms and spas
•Excellent entertainment options and Broadway-quality shows like Royal Caribbean’s productions of Chicago, Hairspray and Saturday Night Fever
Example XL ships:
•Royal Caribbean International: Adventure of the Seas, Explorer of the Seas, Mariner of the Seas, Navigator of the Seas, Voyager of the Seas, Freedom of the Seas, Independence of the Seas, Liberty of the Seas
•Princess Cruises: Caribbean Princess, Crown Princess, Emerald Princess, Majestic Princess, Ruby Princess, Regal Princess, Royal Princess, Sky Princess
•Carnival Cruises: Carnival Splendor, Carnival Sunshine, Carnival Dream, Carnival Breeze, Carnival Magic, Carnival Horizon, Carnival Sunrise
•Celebrity Cruises: Celebrity Reflection,
•MSC Cruises: MSC Poesia, MSC Magnifica, MSC Musica,
•Costa Cruises: Costa Fascinosa, Costa Favolosa, Costa Magica, Costa Pacifica
•Norwegian Cruise Line: Norwegian Breakaway, Norwegian Encore, Norwegian Getaway, Norwegian Joy
Large Ships (L) – 2,000 to 2,999 passengers
Large ships offer many of the same amenities as the XL ships, on a slightly smaller scale. They don’t necessarily require a ship map to navigate to entertainment and activity options, and tend to have more personal touches.
Some benefits of L ships:
•Many cabin options in different price ranges
•Numerous dining options, ranging from very casual to formal
•A popular favorite with families due to the extensive children’s amenities and programs
•Also popular with older cruisers, as the pace onboard is not as frenetic
•A variety of activities, such as casinos, gyms and spas and often there are bridge instructors on longer itineraries
•Entertainment options may include things like a fireworks display, outdoor movies and stage shows
•Onboard lecturers are often more cerebral with topics like history, politics and geography.
Example L Ships:
•Royal Caribbean International: Enchantment of the Seas, Rhapsody of the Seas, Vision of the Seas, Grandeur of the Seas, Brilliance of the Seas, Jewel of the Seas, Radiance of the Seas, Serenade of the Seas, Majesty of the Seas
•Princess Cruises: Coral Princess, Golden Princess, Grand Princess, Star Princess, Diamond Princess, Sapphire Princess, Sun Princess
•Cunard Cruises: Queen Victoria, Queen Elizabeth, Queen Mary 2
•Holland America Line: Eurodam, Nieuw Amsterdam, Koningsdam,, Nieuw Statendam
•Disney Cruises: Disney Magic, Disney Wonder
•Carnival Cruises: Carnival Elation, Carnival Paradise, Carnival Inspiration, Carnival Fascination, Carnival Imagination, Carnival Sensation, Carnival Ecstasy, Carnival Fantasy, Carnival Legend, Carnival Miracle, Carnival Pride, Carnival Triumph, Carnival Victory, Carnival Freedom, Carnival Liberty, Carnival Glory, Carnival Valor, Carnival Conquest
•MSC Cruises: MSC Opera, MSC Armonia, MSC Lirica, MSC Orchestra, MSC Seaview
•Costa Cruises: Costa Mediterranea, Costa Luminosa, Costa Deliziosa, Costa Serena, Costa Fortuna, MSC Sinfonia
•Celebrity Cruises: Celebrity Constellation, Celebrity Edge, Celebrity Summit, Celebrity Infinity, Celebrity Millennium, Celebrity Eclipse, Celebrity Equinox, Celebrity Solstice Celebrity Silhouette
•Norwegian Cruise Line: Norwegian Dawn, Norwegian Gem, Norwegian Jade, Norwegian Pearl, Norwegian Sky, Norwegian Spirit, Norwegian Star, Pride of America
Medium Ships (M) – 951 to 1,999 passengers
Medium ships generally offer a slower pace than their large counterparts, with fewer crowds, less noise and more modest offerings when it comes to activity and entertainment options. Many cruisers prefer this size of ship for its “relaxation” vibe. Many of these ships tend to be more luxurious with more personal service.
Some benefits of M ships:
•Many of the premium cruise lines have ships that fall into this category
•Several dining options
•Medium-size ships still tend to have amenities like casinos, pools and spas
•Entertainment options tend to include more enrichment activities
•Attracts a more mature crowd that is focused on relaxation and enjoyment of the voyage
•Smaller size of the ships open up options as far as itineraries and ports
•Itineraries are likely to be 10 days or longer
Example M Ships:
•Holland America Line: HAL Maasdam, HAL Veendam, HAL Amsterdam, HAL Rotterdam, HAL Volendam, HAL Zaandam, HAL Oosterdam, HAL Westerdam, HAL Zuiderdam, HAL Noordam
•Princess Cruises: Coral Princess, Island Princess, Dawn Princess, Sea Princess, Sun Princess
•Crystal Cruises: Crystal Serenity
•Oceania Cruises: Oceania Riviera
•Costa Cruises: Costa Classica, Costa Victoria, Costa neoRomantica, Costa neoRiviera
•Bahamas Paradise Cruise Line: Grand Celebration
•Norwegian Cruise Line: Norwegian Sun
Small Ships (S) – 950 passengers or less
Small ships fill a niche for cruisers that are looking for more in-depth exploration of the regions they visit. They can visit ports that are inaccessible to larger ships, and exotic itineraries are the standard. Most river cruise ships and almost all the luxury lines have ships that fall into this category.
Some benefits of S ships:
•Most cabins are suites and have balconies
•Luxury and service are frequently a focal point of a small ship voyage
•Amenities, while limited, tend to be very high end, including dining, shore excursions, spas and enrichment activities.
•Small ships trend toward a truly all-inclusive fare
•Smaller dining and shared areas lend themselves lively conversations and closer relationships with fellow passengers.
•Itineraries tend to be 10 days or longer
Example S ships:
•Princess Cruises: Pacific Princess
•Crystal Cruises: Crystal Symphony
•Regent Seven Seas Cruises: Seven Seas Mariner, Seven Seas Voyager, Seven Seas Explorer
•Oceania Cruises: Oceania Insignia, Oceania Nautica, Oceania Regatta, Oceania Sirena, Oceania Marina
•Silversea Cruises: Silver Muse, Silver Moon
•Azamara Club Cruises: Azamara Journey, Azamara Quest, Azamara Pursuit
•Costa Cruises: Costa Voyager
•Viking Ocean Cruises: Viking Star, Viking Sea, Viking Sky, Viking Sun, Viking Orion, Viking Jupiter
•Seabourn: Seabourn Encore, Seabourn Ovation
Extra Small Ships (XS) – 201-499 passengers
Very small ships offer a private, exclusive ambiance, along with personalized service and the advantage of being able to port almost anywhere. Passengers get a feel for the water and experience destinations in a very close-up, personal way.
Some benefits of XS ships:
•The most important benefit of small ship cruising is an immersive experience in the destination. Very small ships allow an in-depth exploration of nature, culture, history and learning not possible on larger ships.
•Passengers tend to be a well-traveled, worldly crowd who enjoy the pursuit of education and exploration of the destinations they visit
•Very personal attention from the crew; with luxury cruises this translates to personal attendants that see to your every need
•More solitude and the opportunity to relax and pursue your own interests
•Seating is usually open, with no set tables
Example XS ships:
•Regent Seven Seas Cruises: Seven Seas Navigator
•Silversea Cruises: Silver Cloud, Silver Wind, Silver Shadow, Silver Whisper, Silver Spirit
•Seabourn: Seabourn Legend, Seabourn Pride, Seabourn Odyssey, Seabourn Quest, Seabourn Sojourn, Seabourn Spirit,
•Windstar Cruises: Wind Surf, Star Pride, Star Breeze, Star Legend
•Paul Gauguin Cruises: MS Paul Gauguin
•Voyages to Antiquity Cruises: MV Aegean Odyssey
•Star Clippers: Royal Clipper
Extra-Extra Small Ship-XXS- Under 200 passengers
Example of XXS ships:
•Celebrity Cruises: Celebrity Flora-100 Celebrity Xpedition, Celebrity Xperience, Celebrity Xploration
•SeaDream Yacht Club: Sea Dream I, SeaDream II
•Silversea Cruises: Silver Discoverer, Silver Explorer, Silver Galapagos
•Windstar Cruises: Wind Spirit, Wind Star, Wind Spirit,
•Star Clippers: Star Clipper,Star Flyer
eTN Hero: Cordelia Igel, team leader at Vox Restaurant, Grand Hyatt Hotel Berlin
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.
How does India travel? Let us count the 94 billion ways
Bain & Company and Google India are together launching a report on “How Does India Travel.” According to the report, the Indian traveler has come of age, spending approximately $94 billion in 2018 on around 2 billion domestic and international trips. This has helped the Indian travel and tourism industry achieve unprecedented scale, and the momentum is expected to continue with the industry growing at a 13 percent CAGR to $136 billion by 2021, according to a report.
Fueled by digital, Indian travelers are expected to spend an additional $24 billion on online travel bookings over the next 3 years. The report outlines how India spends on travel, the influence of online channels in their purchase journey, and potential growth opportunities for travel businesses until 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 travelers; 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 personalized 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 categorized 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.
However, challenges remain in meeting the expectations of these travelers. Customers perceive online channels geared towards premium cohorts (frequent flyer and experience-oriented traveler), while mass cohorts, with $55 billion in spending, remain underpenetrated. There are about 160 million non-transacting active Internet users in India with only 5 percent of online travelers from Tier-2 or Tier-3 cities. There is a significant (20 percent) difference between the booking rates of premium cohorts and mass cohorts, the latter being also dissatisfied with online channels (~33 percent satisfied) vs. premium cohorts (~42 percent). The second challenge is in penetrating existing users who exhibit a marked distrust in use of online channels to make bookings, especially around payment and pricing terms and booking experience compared with offline channels. Consequently, their online usage drops between the research (>86 percent online influence) and booking phases (~40 percent offline bookings).
How travel businesses need to adapt to the needs of online consumers
The report cites five major shifts that marketers need to make to market to the online travelers – First, alleviate consumer concerns by improving the booking and payment experience to build a trusted brand and increase adoption. Second, they need to address the negative customer perception issues by mass customization to drive higher share in the segment. They also need to utilize consumer technology to penetrate mass segments (standardize, enable sharing), reach non-transactors (build offline presence), and create new user access. Moreover, they need to find innovative and frugal ways to package the experience to increase both adoption and retention. Finally, they need to create a robust digital backend to adapt to customer needs across the purchase journey.
“The contribution of travel and tourism’s spend in India has reached developed market levels, from 6.7percent of GDP in 2013 to 9.4 percent in 2018. This growth, combined with a rapidly growing internet user base and adoption of online bookings will lead to $24 billion in incremental revenues through online channels by 2021. In order to benefit from this trend, businesses need to actively increase new user adoption and increase penetration in the existing user base across the purchase journey.” Joydeep Bhattacharya, partner Bain & Company said.
Treatment and rest in one place: Resorts that help overcome addiction
There are millions of people that need treatment for drugs addiction across the world. Many resources are currently available for people that need help to beat their addiction and mental health disorders. For most people, recovering from drug addiction is generally intimidating.
When a person is not sure whether they can overcome addiction, they find the idea of entering an ordinary rehab downright unappealing. As such, they may opt to enter a resort that helps people overcome addiction. This facility is different from a low-end clinic where people might share bathrooms or have small beds. It’s a resort-style rehab center that features luxurious amenities.
Many celebrities with addiction problems as well as stress, fear, and worry of visibility go to these facilities. Even executives that have trouble beating addiction go to these centers.
What is Resort-Style Rehab?
A drug rehab resort is a facility at provides treatment for drugs addiction in a luxurious surrounding and a vacation-like ambiance. The goal of establishing such a facility is to make recovering from drug abuse and alcoholism as easy and enjoyable as possible.
In addition to offering behavioral therapies and detoxification, residents in these centers participate in fun activities with an aim of promoting healthy living. A resort-style rehab can combine high medical care level with luxury amenities, a welcoming setting, and extracurricular activities that enhance addiction recovery
What are the Benefits of Rehabilitation Resorts?
When battling addiction, some individuals, like celebrities and executives, are concerned about their social status. Research indicates that social factors play a crucial role in recovery from addiction. The social status of some individuals is one of the reasons why they opt to go to resort-style rehabs.
What’s more, resort-style rehabs are situated in beautiful places like at the beach, desert, or mountains. This makes them hospitable and welcoming. Essentially, the focus is on the overall experience and comfort of the individuals undergoing treatment.
When a person has been struggling with addiction every day, going to a rehab in an idyllic, scenic location is more welcoming. It also offers a glimpse into the sobriety life’s beauty. Confidentiality and privacy are also protected in a rehab resort.
What Facilities Do They Offer?
Resorts that help individuals overcome addiction offer more than the amenities of the ordinary rehab centers. They go beyond creating the therapeutic atmosphere required to relax individuals into a recovery mode. Some of the facilities offered at these resorts include swimming pools, spas, gourmet restaurants, and first-class fitness centers.
Swimming pools provide a refreshing and revitalizing midday dip or downtime lounging. Spas provide aromatherapy, massage, acupuncture, hair and nail styling which help with personal hygiene and tension prevention. Gourmet restaurants provide chef-curated menus, health-conscious cuisine, seasonal and local ingredients, while catering for special dietary needs of patients. First-class fitness centers have different equipment, enough space, group classes, beautiful views, and personal trainers.
These facilities are important because they make undergoing treatment for addiction enjoyable. Individuals also get a chance to rest while undergoing treatment in one place. Things like nutrition and exercise are also important for addiction recovery. They give patients something to look forward to every day.
How Resort-Style Rehab Improves Treatment
Resort rehabilitation centers put the body and mind at ease. Inpatient treatment for drug addiction is generally a challenging process. It involves intensive schedule that needs the best efforts of the patients. Many people face withdrawal insomnia in the early sobriety stages. Getting sleep hygiene back on tract is therefore important.
Resort-style addiction centers provide treatment and rest in one place. This is very important for the overall recovery process. Intensive therapy work and fitness training are both important.
Resort-style facilities provide accommodation that is stylish and comfortable. This contributes to the recovery of patients by making the rehab a restful sanctuary. At the end of the day, patients have a place to relax and recharge.
Popular Destinations for Resort-Style Rehabs
Research shows that residential rehabilitation is considered the last resort for individuals with serious substance abuse problem. But, with so many resources for addressing and even overcoming addiction available, this should not be the case. Today, there are many locations with resorts that help with addiction treatment.
Popular destinations for these rehabs include Wickenburg in Arizona, Malibu in California, Crossroads in Antigua, and London in England. If you or a loved one wants to recover from addiction at a resort-style facility, visit one of these places.
About the Author
Frederick Moore is a columnist who focuses on drug use/abuse in the sport. His works aim to prevent athletes from improper drug use showing the consequences of abuse.
National child safety advocate calls for ban on Airbnb hidden cameras
National child safety advocacy group, Stop Child Predators, called on state and local government leaders in the U.S. today to ban hidden cameras in Airbnbs and other short-term rentals, and enact regulations and criminal penalties for violators. The group says enough is enough after a string of recent news stories regarding hidden cameras found in Airbnbs, including a story last week of a mother and young daughter potentially being filmed undressing.
“Week after week Airbnb finds themselves the subject of yet another hidden camera nightmare. These horrific accounts from Airbnb guests demonstrate how unsettling it is for guests that find themselves being filmed without their knowledge or consent – a scenario especially frightening for those traveling with children,” said Stacie Rumenap, President of Stop Child Predators. “Airbnb is allowing families to become sitting ducks for potentially predatory hosts who exploit guests by filming them and their children for personal viewing, or even wider audiences on the web.”
Rumenap points to a series of recent news stories involving hidden cameras discovered in Airbnbs and says the occurrence of incidents is on the rise.
• “Airbnb Has A Hidden-Camera Problem” (The Atlantic, 3/26/19)
• “They Were Settling Into Their Airbnb. Then They Found A Hidden Camera” (The Washington Post, 4/6/2019)
• “California Couple Finds Hidden Camera Above Bed At Airbnb Rental” (ABC News Channel 7, 3/29/19)
• “Man Discovers Hidden Cameras Inside Of Miami Airbnb” (WTNH News, 1/21/19)
• “At An Airbnb? You Might Be On Camera, Whether You Like It Or Not” (NBC News, 3/7/19)
“Airbnb already poses a problem for parents by allowing strangers, and even potential sex-offenders, into short-term rentals in residential family neighborhoods. With a revolving door of strangers coming and going from short-term rental properties, tools like sex offender lists are becoming obsolete as there is no safeguard in place to stop a child predator from renting an Airbnb property next door. Now, parents need to consider the added stress of worrying that their children may be filmed and exploited while staying inside an Airbnb on vacation,” stated Rumenap.
Stop Child Predators urges government leaders, especially in states and localities with major tourism destinations, to step in and protect traveling families whose privacy and safety should be safeguarded while vacationing in their jurisdiction.”
“Airbnb’s inability to manage the users, and abusers, of their platform is unacceptable. It’s time for government leaders to step in to protect our children,” stated Rumenap.