WestJet: Taking care of agents - EXCLUSIVE - March 19, 2018
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Week of March 19, 2018
Members of the WestJet
Sales team at the 2017 EXCLUSIVE
Travel Agent Partner
Awards [STANDING from
left to right: Tim Paul,
Mike Miguel (retired),
WestJet: Taking care of agents
Jill Cutting, Michelle
DaSilva, Leah Irvine, Todd
Lindey, Matthew Djorsev,
Candice Thomas, Shannon
from coast to coast
Cunningham, Kim Tobias,
Emily Spadafora, Nadir
Not to put too fine a point on it, there is a heck of a lot going on at
Sunay, Joshua Knox, WestJet these days. So, it seemed like a good idea to reach out to Jane
Christian Roussin, Robert
Dungan, Kim Barbisan;
Clementino, Director of Agency Sales and let her tell you the latest in
SEATED from left to right: the ongoing WestJet story.
John Pease, Julia Tsang,
Jane Clementino, Lyell
In this Exclusive Question & Answer session, Clementino talks to
Farquharson, Sharon Canadian Travel Press about WestJet’s relationship with its travel agent
Harrington, Erin Mooney]
partners; new product and service developments that agents should
be watching out for in the coming year; what makes
WestJet different; and, in Clementino’s own words, the
fact that WestJet believes that: “it’s our partners that
will help us get where we want to be as an airline.”
So read on…
See WESTJET page 3
PUBLICATIONS MAIL AGREEMENT NO. 40063078.
0319PG01_03-4_15.indd 1 3/15/2018 3:44:47 PM
0319PG02.indd 2 2018-03-15 3:23:29 PM
WestJet Business Development Managers and Jane Clementino [From left to right:
Jane Clementino, Joshua Knox, Emily Spadafora, Shannon Cunningham, Matthew
Djorsev, Denise Saunders, Melissa Wallace, Kim Barbisan, Christian Roussin]
WestJet customer service for themselves and their clients,
strong marketing tools and effective communica-
are looking for. This survey helps us make sure
we’re doing the right things for their business.
Continued from page 1 tion. When we’re thinking about making enhance-
CTP: How would you describe WestJet’s ments to a product or launching something new, CTP: Efficiency and profitability are two of the
relationship with the travel agency community we will keep the factors that contribute to a travel key things that agents are constantly talking
and how do you see it developing and evolving agent’s success top of mind. We will do what we about these days, and they look to their supplier
moving forward? can to make it easier for them to do business with partners to help them in each of those areas.
JANE CLEMENTINO: We see us. In other words, we will continue How is WestJet addressing the needs of agents
our relationship with the travel to think like a travel agent. in these areas?
agency community as being Something we’ve been com- CLEMENTINO: The WestJet Travel Support Team
very open and honest, and it mitted to doing for several years (TST) is a great example of one of the ways we
will stay that way as WestJet now is soliciting feedback through support the productivity of our TA partners. The
evolves. Travel agents are an industry-wide biannual travel TST is dedicated to working with travel agents,
an extension of the WestJet agency survey. We just completed and we hold ourselves to a very high level of
team, and we’re always looking our most recent one in early 2018, service. During peak times, we adjust the number
to strengthen those partner- and we’re so pleased with the of available TST agents, so we can be there for
ships where we can. We pride results. whatever our partners need. We also recently
ourselves in actively seeking Nearly 80% of respondents said added a Virtual Hold feature that tells the travel
their feedback before making they were extremely likely to rec- agent how long the wait time will be and offers a
any agent-related decisions and Clementino ommend WestJet, and these num- convenient callback option.
use what we’re hearing from our bers have remained strong year The results of our TA survey showed the high-
partners to leverage change. over year. There is a very high level of satisfaction est call centre agent scores for flight bookings
What we’ve learned from the WestJet Travel with our Travel Support Team and our service. than ever before. Our TA partners said they find
Agent Advisory Board (TAAB) and from conversa- Travel agents reported that we are helpful, our TST agents friendly, helpful and knowledge-
tions with our partners is that travel agents care supportive and go the extra mile. Through these able. Travel agents can get the help they need
most about how easy it is to work with us, how surveys and our regular contact with the TAAB, quickly and efficiently, which means better
they’re compensated for their hard work, great we feel like we have a good pulse on what agents See WESTJET next page
MARCH 19, 2018 • CANADIAN TRAVEL PRESS • 3
0319PG01_03-4_15.indd 3 3/15/2018 3:45:07 PM
WestJet
Continued from previous page
profitability for them because they’re not spend-
ing too much time on the phone.
We’re also using feedback we received from
the TAAB and our partners to put in place some
product and service improvements. Since we
formed the TAAB three years ago, we’ve already
completed more than 30 major accomplishments
that the trade was asking for.
Some examples include a self-serve option for
travel agents to easily book pre-reserved seats
for their clients on our website and new features
on the WestJet Agent booking site like the ability
to make multi-city and open jaw bookings.
In 2017, we revised our 24-hour change/can-
cel fee after hearing from our partners that our
existing fee structure didn’t work for their clients.
Recently, we introduced an updated process for WestJet alley at the 2017 Travel Trade Expo in Toronto
the redemption of companion vouchers by Gold
WestJet Rewards members that is much easier
for our travel partners. After our most recent
TAAB meeting in Cancun, we created a new winter 2017 schedule increased connectivity All these investments and network extensions
action list and will be working on implementing in Calgary and Vancouver by nearly 50% and in provide Canadians more options and create addi-
these items next. Toronto by close to 25%. tional complexity in the marketplace which drives
Something travel agents may not know is Our new schedule will be very attractive to many travellers to seek counsel and advice from
that we pay commission on the residual amount business travellers, as we now offer better time travel industry professionals.
when their clients redeem WestJet dollars on a of day coverage and enhanced departure times Through research we conducted this year, we
WestJet Vacations booking. It’s important to us year-round on our transcontinental routes. We found out only half of Canadians aged 18 to 75
that we reward our partners for their continued also recently enhanced our Premium Economy took a flight in the past 12 months. As we expand
support and hard work. product, with new premium food choices and an globally, we will contribute to lowering the cost of
international wine selection available on board. airfare which will increase demand. With these
CTP: It has been a year since we last talked. Can WestJet Encore helps us connect guests all growth opportunities, we’re making it easier for
you give me an update on: WestJet Vision 2022; over the country to our three hubs. With the addi- more Canadians to travel for a reasonable fare.
WestJet Encore; agreements with other airlines, tion of WestJet Link, our regional air service that We will continue to offer our signature caring
like Delta; WestJet’s Business Product; and operates under a capacity purchase agreement experience and an expanding network, which
WestJet’s network. with Pacific Coastal Airlines, we are adding yet helps bring in repeat sales for our travel partners.
CLEMENTINO: We’re making great progress on another spoke.
our Vision 2022 and toward becoming a global Our joint venture with Delta is another way CTP: How has the travel agency community
airline. Both our 2017-2018 winter schedule and we will expand our network even further. This responded to all the changes that are taking
our 2018 summer schedule were reworked to partnership will increase travel choices between place at WestJet? Do they understand what is
offer improved connectivity, enhanced schedules Canada and the US. Our guests will have access going on at the company and where WestJet
and more convenient departure times. These to an extensive transborder route network, world- is headed?
changes are helping us build our three-hub class airline products, enhanced frequent-flyer CLEMENTINO: We’ve been very open with our
strategy in Calgary, Toronto and Vancouver. The benefits, shared airport facilities and amenities, partners about where WestJet is headed. Our
schedule improvements we introduced in our and a more seamless travel experience. See WESTJET page 15
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4 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG01_03-4_15.indd 4 3/15/2018 3:45:14 PM
QUESTIONS
5
1
You’ve just been named Goway chief oper- that business. Lastly, Goway is an outbound travel
ating officer. Why has the company created business, so the destinations and products sold
the position? ex Australia are very similar to those Goway has
In 2020, Goway will have been in business for expertise in, such as islands, Asia, Africa, UK/
50 years, and Bruce Hodge has lead the company Europe, Australia/New Zealand, and South America.
from the beginning to great success. The new As for living here, it’s been a warm welcome… I love
role is to allow a three-pronged approach; 1. Allow Toronto already!
Bruce to gradually step back, 2. Keep the company
4
growing and moving forward with fresh eyes, and Many associate Goway with the South
3. Groom Bruce’s adult children Adam and Bronwyn Pacific, although it offers trips on several
to take over the reins in the future. continents. What are Goway’s long-term
plans for new itineraries?
2
Goway founder Bruce Hodge has been a The South Pacific has always been a corner-
fixture in this country’s tourist trade for stone destination, and in many ways, we are
years. Is his role changing at Goway? unbeatable there. We are constantly refining the
John Bruce will remain part of the industry that he itineraries, (especially our feature product “Holidays
Feenaghty loves. However, the essence of the COO role is to of a Lifetime”) not just to the South Pacific, but to
allow Bruce Hodge to step back from the day-to- all our global destinations. In fact, all of the destina-
CHIEF OPERATING OFFICER
day operations. Bruce has a number of projects tions we offer are experiencing growth and our view
GOWAY
“ “Th
“The
Th South Pacific has always been a cornerstone destination, and in
many ways, we are unbeatable there.”
he’s interested in and will be pursuing those while is to enhance this with a combination of destination
keeping an eye on his life’s passion, Goway Travel. specialty, sales excellence, unique product offers
and unrivalled customer service.
3
You’ve had a long tourism industry
5
tenure, mostly in your native Australia. Goway’s closing in on its 50th anniversary.
How easy will the adjustment be to being Do you expect major celebrations when
based in Toronto? that milestone arrives?
The similarities between how the Australian Yes! Our goal is to make our 50th year (2020)
and Canadian industries operate is striking. With a celebration of all things Goway. We’ll feature
most of my time with the Flight Centre Travel special events, incentives, new products, fams,
Group, I had been across the Canadian retail and giveaways, and much more! Stay tuned for the
wholesale operation of the company up here, via party details! In the interim, we’ll focus on continu-
a number of global forums. In addition, I worked ing to improve the Goway business on all fronts,
with Liberty Travel for two years in New Jersey, so making it the best travel experience company in
I have excellent experience in North America via North America.
MARCH 19, 2018 • CANADIAN TRAVEL PRESS • 5
0319PG05.indd 5 2018-03-15 1:54:50 PM
IATA
LAUNCHES
#EYESOPEN
TO FIGHT
HUMAN
TRAFFICKING
MIKE DUNBAR
[Editor’s note: This is the seventh part of a multi-part series on the
International Air Transport Association (IATA) by CTP’s Quebec editor,
Mike Dunbar. This week, Dunbar focuses on IATA’s commitment to fight- involves training on-board crews, while more and more airlines around
ing human trafficking – a truly appalling crime which mainly targets women the world are already providing similar training as part of their corporate
and children for forced labour, organ theft or sexual exploitation.] responsibility initiatives.
“IATA’s role is to ensure that all of our member airlines, irrespective
I
n the four minutes it takes to boil an egg, 200 people around the world of geography and size, are aware of this issue and to provide them with
will have become victims of human trafficking. the tools and resources they need, so that they too can assist in the fight
Furthermore, it’s estimated that a staggering 25 million people – or against human trafficking,” said Colehan.
the entire population of Australia – are trafficked each year to fuel a $32 He revealed, “We will be launching an #Eyesopen campaign aimed at
billion transnational industry that the US State Department says is the fast- raising the awareness of the issue among airlines, their staff and the travel-
est-growing global crime. ling public, and we will be developing guidance and best practice materials
At last year’s IATA AGM in Cancun, director general Alexandre de Juniac that can be used to develop policy and initiatives on trafficking, as well as
promised that the association would work with member airlines to determine ‘recognize the signs’ training materials that airlines can include within exist-
how it could assist in fighting a truly appalling crime which mainly targets ing customer-facing staff training.”
women and children for forced labour, organ theft or sexual exploitation. Colehan told reporters, “In addition, IATA is calling on governments and
And at a recent press briefing in Geneva, assistant director of external their enforcement agencies to provide clear, practical and anonymous
affairs Tim Colehan said de Juniac’s pledge is in the process of fulfilment mechanisms for airline staff so they can report their observations on poten-
having received the approval of carriers to launch an initiative enabling the tial trafficking situations.”
industry to support governments and law enforcement agencies to clamp He noted, “A good example of best practice is in the US where Homeland
down on trafficking. Security provides a national toll-free tip line and web form where airline staff
According to Colehan, the authorities have the responsibility to iden- can report their observations anonymously.”
tify, apprehend and prosecute traffickers, but it’s also an issue for airlines Experts such as Airline Ambassadors International say indicators of a
“because the air services which deliver so many social and economic bene- potential trafficking situation can include a passenger not being in control of
fits can also be misused by traffickers as a means of transporting victims.” his or her own travel documents, seeming frightened, ashamed or nervous,
He pointed out, “There is a growing awareness that customer-facing wearing inappropriate clothing for the route or weather and being under the
staff at airlines and airports can play a role in supporting law enforcement control of a companion or someone claiming to be a parent or guardian who
by being trained to identify the signs of potential trafficking and reporting is, in fact, not related to the victim.
their suspicions.” And they add that the trafficker may answer questions for the victim,
In the US, he said, Customs and Border Protection, the DoT and observe the victim persistently, give evasive answers and may not know the
Homeland Security run a campaign known as Blue Lightning, which victim’s name or personal information even though posing as a relative.
Colehan told the 100 or so reporters present, most of whom flew to
“
Geneva for the briefing, that if they suspected a potential trafficking situ-
ation on their next flight the best option was to discreetly inform a flight
“Th
“There
Th is a growing awareness that customer- attendant of their misgivings.
facing staff at airlines and airports can play a “Cabin crew members are trained to observe, but not get involved or con-
front anyone they suspect of trafficking,” he explained. “They will inform the
role in supporting law enforcement by being trained captain of their concerns, to report onwards to the appropriate authorities
to identify the signs of potential trafficking and and let them handle the case.”
For more, you can watch IATA’s video – www.youtube.com/watch?v=
reporting their suspicions.”
QWTNYRaPXnc – on #Eyesopen .
6 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG06.indd 6 2018-03-15 1:23:17 PM
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0319PG07.indd 7 2018-03-15 4:00:59 PM
AIR TRAVEL
CAN EASILY
BE A FAMILY
AFFAIR
IAN STALKER
Heather Greenwood-Davis isn’t kidding
when she says it can be very rewarding
for parents to travel with their youngins.
Greenwood-Davis, a who may be uncomfortable
mother of two teenagers about the likes of air travel Emirates crew member Kelsey Johnson and
who’s visited dozens of with young children may hear Heather Greenwood-Davis say parents can keep
countries and who’s on the her message that it can be a their children entertained while they’re travelling by air.
advisory board of the Family very rewarding experience.
Travel Association, notes United Arab Emirates-
she’s travelled with her entire based airline Emirates
family many times, including conducted a survey that perhaps fearful that their designed for very young While parents should work
an epic year-long journey found 45% of respondents children would be disrup- children, and youthful pas- to ensure their children will
around the world. were uneasy about travel- tive, possibly banging the sengers will also be able to be happy while in the air, that
And she hopes that others ling with young children, seats ahead of them or watch Disney movies and doesn’t mean they should
running up and down aisles, the Nickelodeon channel on look the other way if their
angering other passengers their plane’s entertainment children are being disruptive,
and leaving the parents in an system. Both are aimed at she warns.
awkward situation. young audiences. “I’m not afraid to tell my
Emirates also found that There’s a belief that kids to sit in their seats.
young flyers tend to become very young children cry Some parents need to
bored within 50 minutes of while airborne because ears remember that they’re still
starting long-haul journeys, are vulnerable to differences in charge on a plane,” says
and 64% of parents cited in air pressure at a very Greenwood-Davis, who
Read all about it! being able to keep children
entertained as one of their
top concerns during a flight.
youthful age, and Johnson
suggests that the likes of
chewing gum can help allevi-
believes in parents applying
“consistency of discipline” at
home and away.
Look for these March 26
“It’s not always easy to ate that situation. Greenwood-Davis
feature stories Cruise have the kids with you,” But she adds that in her acknowledges that there are
Greenwood-Davis concedes, two years of working with times when it can be nice
in upcoming for parents to travel without
adding that it’s sometimes Emirates she’s only had
issues of Canadian April 2
Voices of Travel hard to predict how chil- one passenger ask to be their children, enjoying time
Travel Press dren will behave, while in an relocated because of a loud to themselves, and she also
April 9 “unfamiliar environment.” or unruly child. “People are admits that “issues surfaced”
Cruise360
Preview But she says she’s learned generally understanding.” on occasion when her family
that occupied airborne Greenwood-Davis has her- travelled collectively.
And more... children tend to be happy self travelled with Emirates, But she adds that she’s
airborne children, suggest- and praises it for “doing a had few regrets about see-
ing that parents consider really good job” of accommo- ing much of the world with
Don’t miss
bringing the likes of headsets dating those travelling with her offspring.
an issue.
Renew and games to keep their young children. Furthermore, it’s not only
your free children entertained. Greenwood-Davis says very young passengers who
subscription United Arab Emirates- her family travels have con- can irritate other passengers,
today! based Kelsey Johnson, vinced her that the earlier she points out.
who works in Emirates parents help their children “There are a lot of adults
travelpress.com/subscribe/ cabin crews, reports her prepare for travel, the better that I wouldn’t want to travel
airline has the likes of seats that travel will be. with,” she adds.
8 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG08.indd 8 2018-03-15 2:55:37 PM
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BRITAIN/
EUROPE
Experience the wonders of Spain
In Spain, culture Ian Stalker Those who venture to the Mediterranean coast can visit
L
aura Pena Alberdi is promoting her homeland in an Malaga, home to a museum showcasing Picasso’s works, and
is not only in the art-ful manner. which Pena Alberdi notes is also home to the only branch of
museums, but in Pena, who oversees the Tourist Office of Spain’s France’s Pompidou museum found outside France.
Canadian operation, says a country that draws huge numbers Among points of interest in northwestern Spain is Santiago
the way we live. of European sun-seekers to its long coast is also keen to de Compestela. It marks the end of of the Camino de Santiago
You can see it in showcase its cultural side, including its having been home to pilgrimage route, and is believed to be the burial site of the
the likes of Goya, Picasso and El Greco, who became house- Biblical apostle St. James. His remains reportedly lie within
the streets… hold names in the art world. the Santiago de Compostela Cathedral, which dates back to
Among options for those who enjoy art is Madrid’s El Prado the 13th century.
museum, home to works by the country’s greatest artists. Meanwhile, Pena Alberdi says it’s easy to reach Spain and
“Just a visit to the Prado is worth a visit to Spain,” Pena to travel within the country.
Alberdi says. “If you go to Spain, that is a must. Both Air Canada and Air Transat link this country with
“But in Spain, culture is not only in the museums, but in the Spain, and among options for travel within Spain are high-
way we live. You can see it in the streets.” speed trains that provide refunds if they arrive more than 15
These are booming times for Spain’s tourism trade, with minutes late, which Pena Alberdi notes underscores their
the world’s second-most visited country seeing a record confidence that they’ll arrive on time.
82 million visitors in 2017, while Canadian visitations also
reached a record 489,000, up 25% from 2016.
The banner year came despite a somewhat restive fall in
the Catalonia region, where some feared anti-government
demonstrations would cut into foreign visits.
The Catalonian city of Barcelona – known for its striking
architecture – is particularly popular with Canadians, seeing
around 40% of the Canadians who visit Spain.
Another city praised by Pena Alberdi is coastal Valencia,
which many call the “new Barcelona” and which she says has
“incredible architecture.”
Indeed, Pena Alberdi says eye-catching architecture is
found throughout her homeland, including the southern
Spain district of Andalucia, where Moorish architectural
influences are commonplace, among them the storied
Alhambra in Granada.
10 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG10-11.indd 10 3/15/2018 2:26:02 PMVienna invites
photo courtesy the Austrian National Tourism Office
tourists to step
on to dance floors
IAN STALKER Gressel also said the Austrian
Austrian tourism officials say it’s capital keeps adding four- and five-
easy for tourists to have a ball in star hotel beds.
Vienna. Tourists can “spend days and
And that’s particularly true for weeks in Vienna, with every day
those visiting at the beginning of each [offering] something new,” he added.
year at the height of the season when Vienna’s spa scene can include a
the Viennese like to dress in an ele- “luxury chocolate treatment,” Gressel The Vienna State Opera building is just one of many musical venues
gant manner and take to dance floors. continued. that await those vacationing in Vienna.
A city that is often synonymous Gressel also reported that visitors
with classical music sees hundreds can stay in a suite in the city’s famed filmed in his hotel’s garden, and that his carrier provides a non-stop
of balls at this time, and tourists Schonbrunn Palace, with a stay there Mozart is believed to have played link between Toronto and Vienna
wanting to take to a dance floor with enabling those visitors “to live like an piano in the property. and will be introducing its Premium
locals needn’t be particularly skilled emperor.” Arlberg representative Wilma Economy service on long-haul routes
in classic dance routines to do so. David Szelenyi of the Schloss Himmelfreundpointner labelled her in March.
Arnulf Gressel, Austria’s vice- Leopoldskron hotel in Salzburg, part of Austria the “cradle of alpine He said Austrian Airlines staff are
consul in Toronto, noted during in turn, told the gathering that skiing… We didn’t invent skiing, but trained “how to be charming with our
the Austrian Tourism Showcase in Salzburg’s old quarter “is almost like many think skiing started there.” passengers,” and noted that Skytrax,
Toronto that visitors can sign up for a a museum.” Arlberg has over 300 kms of ski which monitors airline performances,
dance lesson that also features din- A Salzburg summer music festival slopes and summer visitors will find has declared that his carrier provides
ner, suitable attire and a horse-drawn results in the city being a “cultural plenty of skiing and cycling opportun- the best airline service in Europe for
carriage ride to a grand ball, with the metropolis,” he added. ities, she added. the past four years.
event providing a “fairytale night” for Szelenyi said some scenes from Meanwhile, Sherif Sedhom of
participants. the movie The Sound of Music were Austrian Airlines told the gathering
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MARCH 19, 2018 • CANADIAN TRAVEL PRESS • 11
0319PG10-11.indd 11 3/15/2018 2:26:08 PMScotland has a
spirit of its own
ANN RUPPENSTEIN For information, resources, sample itineraries, toolkits,
B
eing a filming location for a certain popular TV show and information on becoming a Specialist Counsellor
has certainly boded well for tourism to Scotland. On Travel to Scotland – the SCOTSagent online learning
“We cannot talk about Scotland and not talk program – travel agents can access the new Visit Scotland
about Outlander,” says Keith Campbell, assistant market travel trade website at (traveltrade.visitscotland.org).
manager – Americas for Visit Scotland. “It’s huge for
Scotland. We’re developing an Outlander filming location To increase their bookings in the destination, agents can
map. We’re constantly trying to keep up to the level of also partner with the following suppliers:
demand for itineraries about Outlander.”
Crediting in large part increased connectivity from Air Experience Scotland’s Wild (www.scotlandswild.com) is a
Canada, WestJet and Air Transat, Christina Bruns, sen- commissionable small group, active sightseeing tour com-
ior market manager – Americas at Visit Scotland, told pany focused on getting travellers outside on short hikes to
Canadian Travel Press that Canadian tourism to Scotland scenic locations. Some tours options are tied to whisky and
is booming. feature stops at a distillery and the oldest licensed pub in
“It’s fantastic, it’s really good,” she says. “The first three Scotland.
quarters of 2017 versus the same period in the previous “We don’t go sight-seeing, we go sight-doing,” says man-
year, it was up 7%, from North America to Scotland.” aging director John Stevenson, noting that tours are capped
From island experiences and a growing luxury product, to at eight people.
rich history, heritage, and culture, Campbell says there are
many reasons for Canadians to visit the nation. Scotbeer Tours (www.scot.beer) tell the story of Scotland
“We’ve got an incredible drink product in Scotland ran- through beer, specializing in the local craft beer scene and
ging from beer to whisky to gin,” he says, noting that touring the brewing heritage of Scotland.
routes such as the scenic The North East 250 and the North “Scotbeer Tours started because we had this incred-
Coast 500 have also picked up in popularity. ible story and history about brewing beer and nobody was
“Scotland is a beautiful culinary destination from seafood talking about it,” says director Sara Robertson, who gave up
to haggis to drinks – with the whisky industry now you’ll a job managing a software company to focus on the busi-
see a lot of gin coming up as well, so the same distilleries ness. “200 years before we were exporting whisky, we were
are looking at gin production,” says Bruns. “We have on our exporting beer.”
website beautiful gin trails, whisky trails. In terms of food Scotbeer Tours offers 10-15% commission, depending on
and drink, it’s a beautiful destination.” the level of booking.
12 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG12-13.indd 12 3/15/2018 2:26:58 PMIn addition to bespoke golf tours, Saltire
Executive Golf (www.saltireexecutivegolf.com)
also specializes in distillery tours and whisky tast-
ing, as well as destination management for tour
operators, travel agents and cruise lines.
“There’s big margins in golf,” says managing
director Neil Forbes, noting the company offers
net prices so agents can increase their earnings.
Saltire Executive Golf can cater to a single
group up to 45 people, and caters to every budget
and level of golf.
The Lovat Loch Ness (www.thelovat.com) is an
independent 28-room hotel on Loch Ness, which
also features a Brasserie open to the public.
“Built in the 1860s, it has loads of character
and history,” says director Caroline Gregory.
“Every room is unique, striking a balance between
Little’s Chauffeur Drive (www.littles.co.uk) contemporary and the authenticity.”
specializes in luxury chauffeur-driven tours
around Scotland with a fleet of Mercedes and Love Loch Lomond (www.lovelochlomond.com)
Jaguar vehicles, offering bespoke itineraries focuses on the areas of Loch Lomand, Trossachs
ranging from golf, castles and whisky to and Clyde Sea Lochs. Travel agents can contact
ancestry and Outlander. representatives from the popular day trip destina-
“Our family roots are firmly placed in tion for access to preferential rates and itinerary
Scotland and our expertise lies in luxury planning.
chauffeur-driven travel and touring,” says part- “It’s where the lowlands meet the highlands,”
ner and managing director Heather Matthews. says destination manager Karen Donnelly.
“Our driver guides are very experienced and Located less than one hour from Glasgow, she
work hard to ensure each tour is unique and per- says the area can easily be combined with a stay Did you know?
fectly suited to the couple or family travelling. in the city.
Our tour designers have a wealth of knowledge
about Scotland and have been creating tailor- Glasgow Life (peoplemakeglasgow.com,
• Scotland is home to over 31,000 lochs,
3,000 castles and 550 golf courses
made tours since 1966.” glasgowcitymarketing.com), which manages
Little’s offers 10% commission or net pricing, the city’s destination marketing and the People • Over 2.5 million overseas visitors
and also operates throughout the UK, Europe and Make Glasgow brand, can help the travel trade travel to Scotland each year
over 125 cities internationally. with group itinerary suggestions, enquiries, • Edinburgh, Scotland’s capital city, doubles in
destination marketing assets, promotional population during the festival month of August
Spirit Journey Ltd. (spiritjourneysworldwide.com) material, and more. • There are 150 breweries and over
is a tour operator/DMC based in the Scottish “Edinburgh and Glasgow are completely 100 whisky distilleries
Highlands offering a range of tailor-made journeys different cities,” says Sana Keller, the Canadian
such as cultural tours, yoga and wellness retreats, representative for Glasgow Life.
• Scotland has six UNESCO World Heritage
Sites and two National Parks
city breaks, wildlife, culinary tours, whisky tours, Glasgow Life is the point of contact for FAM
and more. trips to the largest city in Scotland, which was • Around 50 million people worldwide
“It’s all about creating memories that will last a ranked in the New York Times’ 52 Places to Go claim Scottish ancestry
lifetime,” says director Julia MacLeay. in 2018 list. • English is the most widely spoken
The company offers net rates or commission “It’s known as the gateway to all of Scotland,” language, with about 1.4% of the
for travel agents. she says. “It’s a very cultural city.” population also speaking Gaelic
MARCH 19, 2018 • CANADIAN TRAVEL PRESS • 13
0319PG12-13.indd 13 3/15/2018 2:27:04 PMKOREA looks
to build on
Olympic
success
IAN STALKER
J
ohn Hyungkwan Park is inviting Canadian schussers to hit the same Winter Olympics have been held in Asia.
Korean slopes that Olympic gold medalists have won glory on. PyeongChang is now hosting the Paralympics.
Park, director of the Korea Tourism Corporation’s Canadian Park says Korean winters are generally mild, warmer than those
office, says the glitch-free PyeongChang Winter Olympics have in Toronto.
provided his homeland with opportunities to make further inroads The games also led to easing tensions with North Korea –
in the Canadian market. which has been feuding with other governments – with the two
And that includes among skiers, he says, with the PyeongChang Koreas’ leaders now planning to meet in April.
area having 80 ski slopes in a country that has four seasons and Signs of the reduced tension include North and South Koreans
hosted 176,256 Canadians last year. surprising people by playing on the same women’s hockey team
Park realizes that this country has many ski resorts, but still during the games, competitors from the two countries marching
believes Korea can attract Canadian skiers to a land that recently together during the games’ opening ceremonies, and North Korean
hosted the world’s best skiers. “I think some people would like to leader Kim Jong-un’s sister unexpectedly attending the opening
try something different.” ceremonies.
The KTO plans to more aggressively promote Korean skiing The PyeongChang area stands to see lasting benefits from the
opportunities next winter. games, with high-speed train service now linking it to Seoul, and
The games have left Korean tourism officials upbeat, thanks Olympic facilities being made available to non-Olympic athletes
to a huge international audience tuning into them by television. now, as well as those who will be training for the next Winter
That includes CBC coverage in this country, with Park noting Olympics in Beijing.
the network not only showcased athletic competitions, but also Meanwhile, FIT Travel will continue to be the trend in the Canadian
different sides to everyday Korean life, including the martial art of market, as more travellers discover Korea on their own. The Discover
tae-kwon-do and Korea’s flourishing technology scene. Seoul Pass is newly introduced for FIT travellers to explore more than
“Lots of people saw beautiful scenery and wonderful facilities,” 21 Seoul’s must-see landmarks and attractions with free admissions
Park points out. “The Olympics were quite successful. I’m so glad or discounts. The pass can also serve as a transportation card which
lots of people watched the games.” allows tourists to travel around the city conveniently.
The PyeongChang games marked only the second time the For further information about Korea, visit www.visitkorea.or.kr .
Health tourism is BIG business
Not to put too fine a point on it, health tourism is Wellness tourists made 691 million trips with demanding an element of wellness to be incor-
big business. at least some wellness feature, such as weight porated into their travels and holidays. Travel
According to the Global Wellness Institute loss or healthy eating in 2015, 104.4 million more companies now specialize in curating and book-
(GWI) – a non-profit organization for the wellness than in 2013. ing health and wellness retreats for clients.
industry – the total expenditure from both inter- GWI also found in its report that the wellness According to the GWI Report, from 2013 to
national inbound and domestic tourists defined economy will continue in an upward growth 2015, the wellness economy grew by 10.6%, while
as primary and secondary wellness tourists was trajectory and is resilient to economic disruptions the global economy shrank by 3.6% in United
$563 billion in 2015, up from $489 billion in 2013. and geopolitical events. States dollar terms. The GWI report also said that
And that figure is expected to grow by another Wellness has, in fact, grown to impact every Asia made the most gains in both the number of
43% to $808 billion between 2015 and 2020. aspect of travel, and more tourists are now wellness trips and wellness tourism expenditures.
14 • CANADIAN TRAVEL PRESS • MARCH 19, 2018
0319PG14.indd 14 2018-03-15 2:00:11 PMWestJet
Continued from page 4
Business Development Managers are always out
on the road communicating with our TA partners,
our Commercial Managers are informing our part-
ners’ leadership teams, and we are diligent about
sharing important information about our changes
on the travel agent resource site.
We’re also so proud to have been named Best
Overall Supplier in the Baxter Agents’ Choice
Awards last year. Since this survey is all based
on travel agent votes, we think that shows agents
are responding well to how we’re evolving and are
supportive of where we’re going as an airline.
CTP: What does WestJet have planned for
the coming year in the way of new programs The 2017 WestJet Travel Trade Expo in Montreal
or services?
CLEMENTINO: This coming year, travel agents
can expect the launch of our Biz web booking
tool. Agents and small to medium companies will To show our appreciation, we offer things We’re industry-recognized for our on-time
have access to this free, easy to use, GDS-friendly like exclusive TA discount rates and Friends and performance, but we also deliver a great guest
booking tool. We also plan on developing our Family deals. Last year, we hosted Travel Trade experience. During the hurricane season, we
Premium Economy product. We want to attract Expos in 32 cities. We’re committed to seeing adjusted our service levels to accommodate all
more business travellers, so we will focus on more and more travel agents each year in cities the change and cancel requests. We stood by our
our Business Travel Program which offers travel all over Canada. We want to have as much face- travel policies and offered many guests refunds,
discounts to our corporate partners. time with our partners as we can so we can thank but also worked hard to get guests home safely.
Last year, we started providing marketing them for everything they do and hear first-hand When travel agents book with us, they know their
materials and assets to our partners that makes it about what’s important to them. We support our clients will be well taken care of and will have a
easy for them to promote our sales on their social partners through whatever they need and try to great experience from start to finish.
media channels. This has been very well-received offer the best possible guest experience. As we evolve, our relationship with the travel
so it’s something we will keep doing. We plan on agent community will become even more import-
launching a self-serve waiver code program that CTP: What’s the take-away for agents – what ant. We believe it’s our partners that will help us
will increase productivity as TAs won’t need to should they have “top-of-mind” about WestJet? get where we want to be as an airline.
call in to the TST for these types of requests. We CLEMENTINO: Ultimately, we want agents to
will continue to come up with tools like this that know that we value their partnership and appreci-
make their job easier. ate their support. We will continue to find oppor-
In 2018, we will share the interior of our new tunities to treat them and not just train them. We
Boeing Dreamliner aircraft which will offer lie-flat do this at our annual Travel Trade Expos. Though
seats. We’re really excited about this, and we these events are a great learning opportunity, it’s BAXTERMEDIA
think our partners will be too. also our way of thanking them for everything they
AGENTS’
2018
do. Our annual Travel Partner Awards are another
CTP: How does WestJet differentiate itself from way we celebrate our top performing partners CHOICE
its competitors and how does that differentiation and thank them for their contributions.
help travel agents? We also want them to know that their feedback
CLEMENTINO: Something that will always remain is invaluable, and we use it to make improve-
true about WestJet is that we are caring at our ments that will make their job easier. Agents’ Choice 2018
core. We show the same level of care to our travel
agents that we do to our guests. We treat travel
This year, for example, we are changing the
layout of the WestJet Vacations brochure and
Takes Off With WestJet
agents like they are part of the WestJet family, adding in some new sections that our partners
As a primary sponsor of the 2018 Agents’
and believe it’s important to recognize them for asked for. And, we’re releasing it even earlier to
Choice Awards readership survey, pre-
their significant contributions. better support them.
sented by Canadian Travel Press, Travel
Courier and PressToday, WestJet is offering
a round-trip flight for two guests departing
from any WestJet destination in Canada to
any WestJet destination including Europe.
And this just in… WestJet is also spon-
soring the Cocktail Reception at the first
annual Agents’ Choice Awards Gala.
For a chance to win this prize – or others
– simply take part in the Agents’ Choice
Awards survey at
www.travelpress.com/aca-2018
Closing date for voting in Agents’ Choice
A WestJet Boeing 767 2018 will be April 6, 2018.
MARCH 19, 2018 • CANADIAN TRAVEL PRESS • 15
0319PG01_03-4_15.indd 15 3/15/2018 3:45:32 PM#1to the Sun
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0319PG16.indd 16 2018-03-14 3:56:52 PMYou can also read
