Riding the experiential travel wave - How travel businesses in Asia-Pacific are responding to the shift in mindset towards immersive ...
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PPS 1885/02/2017(025627)
Riding the
No. 1772/November-December 2019
experiential
travel wave
How travel businesses in Asia-Pacific are
responding to the shift in mindset towards
immersive, transformational holidays
OPINION TTG ASIA NOVEMBER/DECEMBER 2019 • 2
Experiences are new
social currency EDITORIAL
Karen Yue Group Editor
karen.yue@ttgasia.com
And why JOMO is the new FOMO
Xinyi Liang-Pholsena Editor, TTG Asia
liang.xinyi@ttgasia.com
S Puvaneswary Editor, Malaysia/Brunei
puvanes@ttgasia.com
Mimi Hudoyo Editor, Indonesia
idmfasia@cbn.net.id
ingly seeking out meaning in what they ing distillery tours for residents to sniff Kenneth Goh Assistant Editor, TTG Content Lab
do, placing greater importance in experi- out the local drinks scene, while The Trav- (kenneth.goh@ttgasia.com)
Pamela Chow Reporter, Singapore
ences than possessions, and the memores el Corporation is working with refugees pamela.chow@ttgasia.com
and learnings gained from them. Future to get travellers to better understand the Rachel AJ Lee, Cheryl Ong Sub Editors
rachel.lee@ttgasia.com, cheryl.ong@ttgasia.com
generations, he said, will care more about underlying social fabric of Berlin. Adelaine Ng Correspondent, Australia
adelaineng.abc@gmail.com
status updates than status symbols. As 2020 nears, travel pundits are Marissa Carruthers Correspondent, Cambodia,
Nowhere is this prioritising of experi- predicting the rising interest in slow, Myanmar, Laos, Vietnam
maris.carruthers@gmail.com
ences over products most intensely played purpose-driven travel. As well, the phe- Prudence Lui Correspondent, Hong Kong
out than the travel sector, where an arms nomenon of JOMO (joy of missing out) – prului@yahoo.com
Rohit Kaul Correspondent, India
race has erupted among travel and hospi- described as disconnecting and being pre- rohit.kaul@ttgasia.com
tality brands in launching more immersive sent at the moment – is becoming more Tiara Maharani, Kurniawan Ulung
Correspondents, Indonesia
and multi-sensory ways to engage travel- commonplace as an antithesis to the sense tiaraul13@gmail.com,
lers and turn them into loyal consumers. of FOMO (fear of missing out) prevalent alezkurniawan@gmail.com
Julian Ryall Correspondent, Japan
Xinyi Liang-Pholsena Which is why we have devoted the 2019 among today’s hyperconnected travellers. jryall2@hotmail.com
year-end issue of TTG Asia to experiences, But will JOMO, alongside other no- Rosa Ocampo Correspondent, Philippines
Editor, TTG Asia rosa.ocampo@gmail.com
liang.xinyi@ttgasia.com as we take a deeper look at the experiential table societal and behavioural shifts to- Feizal Samath Correspondent, Sri Lanka/Maldives
feizalsam@gmail.com
trends driving the global tourism sector, wards more environmentally responsible, Redmond Sia, Goh Meng Yong Creative Designers
twitter.com/xinyi_pholsena Lina Tan Editorial Assistant
and how travel businesses are in turn re- carbon-friendly travel, dampen travellers’
www.linkedin.com/in/liangxinyi
sponding to travellers’ demand for greater desire to visit far-flung places and look to- SALES & MARKETING
immersion and personalisation. wards domestic or nearby destinations to Pierre Quek Publisher and Head Integrated Solutions
P
pierre.quek@ttgasia.com
eople are placing greater value Airbnb is among the leading purveyors seek fulfilment from travel? Chimmy Tsui Publisher and Head Integrated Solutions (China)
in experiences over possessions with its Experiences offerings, which has And if more people start opting for chimmy.tsui@ttgasia.com
Ar-lene Lee Senior Business Manager
than ever before. According to recently branched out into Adventure and staycations and nearcations, would it arlene.lee@ttgasia.com
Jonathan Yap Senior Business Manager
the Next Big Thing consumer Animal categories. Meanwhile, Oakwood be travel businesses’ turn to experience jonathan.yap@ttgasia.com
futurist, Will Higham, people are increas- Premier OUE Singapore is already offer- FOMO? Shirley Tan Senior Business Manager
shirley.tan@ttgasia.com
Cheryl Tan Corporate Marketing Manager
cheryl.tan@ttgasia.com
Jade Ye Marketing Executive
Tours & experiences:
jade.ye@ttgasia.com
Airbnb gets friendly Personalisation Delia Ng Digital Marketing Strategist
delia.ng@ttgasia.com
with animals key to capturing
hottest stories
Cheryl Lim Advertisement Administration Manager
Having added Adventure millennial travellers cheryl.lim@ttgasia.com
Carol Cheng Manager Administration and Marketing
offerings to its activi- As competition in the carol.cheng@ttgasia.com
ties arm earlier this year,
Airbnb has rolled out
Animal Experiences, a
in 2019 travel activities space
grows in tandem with
the market size, players
PUBLISHING SERVICES
Jonathan Wan Head, Operational Support Services
Kun Swee Qi Publishing Services Executive
Nur Hazirah Web Executive
brand-new category that in this increasingly hot Katherine Leong Circulation Executive
seeks to offer travellers “a sector will need to un- TTG ASIA MEDIA
fresh new way to connect derstand their custom- Darren Ng Managing Director
with animals”. The new ers better, in terms of darren.ng@ttgasia.com
initiative, with some 1,000 what experiences they OFFICES
Experiences co-hosted by seek while on holiday, SINGAPORE
1 Science Park Road #04-07 The Capricorn,
over 300 species and their and appeal to their emo- Singapore Science Park II, Singapore 117528
human advocates, enables tions when designing in- Tel: (65) 6395-7575 Fax: (65) 6536-0896
traveltradesales@ttgasia.com; www.ttgasia.com
guests to “meet animals in destination programmes
HONG KONG
places that allow for gen- and activities to build 8/F, E168, 166-168 Des Voeux Road Central,
tle observation and bring customer loyalty and Sheung Wan, Hong Kong
Tel: (852) 2237-7288 Fax: (852) 2237-7227
a sense of connection far retention, a key message
beyond animal selfies or shared at the 2019 Mar- TTG Asia is a product by TTG Travel Trade
Publishing, a business group of TTG Asia
performances”, Airbnb said. kethub Asia conference by Hotelbeds in Bali. Media. It is mailed free on written request to readers
who meet predetermined criteria. Paid subscriptions are
TripAdvisor ends sales to captive whale attractions World’s largest Legoland to rise in China’s Sichuan available to those who do not meet the criteria. Annual
airmail subscriptions are US$180 to Asia and US$199
TripAdvisor will no longer sell tickets to, or generate revenue Merlin Entertainments has entered into a partnership agree- elsewhere. Cover price US$5.
MCI (P) 026/09/2019 • PPS 1885/02/2017(025627)
from, any attraction that continues to contribute to the ment with Global Zhongjun Cultural Tourism Development
captivity of future generations of cetaceans, referring to to build and operate a Legoland Resort in Sichuan Province Printed by Times Printers Pte Ltd
16 Tuas Avenue 5, Singapore 639340
whales, dolphins and porpoises. Any commercial facility that in Western China. Scheduled to open by end 2023, Legoland
breeds or imports cetaceans for public display will be banned Sichuan will be located within the Tianfu New Area in the
city of Meishan, approximately 60km south of Chengdu city
Travel Hall of Fame
from sale on TripAdvisor and its subsidiary Viator. Since 2002, TTG Asia Media has honoured luminaries that have won
centre. The resort will open with two fully-themed Legoland the prestigious TTG Travel Award for at least 10 consecutive times
for the same award title in the
Dubai gears up for ‘the world’s greatest show’ Hotels, with an estimated capacity of 500 rooms. Travel Hall of Fame.
Expo 2020 Dubai, which will be held from October 20, 2020 to Remaking Singapore’s Sentosa, Brani islands
At present, these exceptional organisations
and their years of induction are:
April 10, 2021, is presented as “the world’s greatest show” that Sentosa Development Corporation has unveiled a com- • Singapore Airlines (2002)
is set to break records in many parameters. As the first World prehensive master plan aimed at redeveloping the Sentosa
• Singapore Changi Airport (2002)
• Hertz Asia Pacific (2005)
Expo to take place in the Middle East, Africa and South Asia re- and Pulau Brani islands into “a game-changing leisure and • Royal Cliff Hotels Group (2006)
gion in the event’s 168-year history, the event is set to welcome tourism destination” in Singapore, as part of the upcoming • Star Cruises (2008)
192 participating countries and 25 million visitors – 70 per Greater Southern Waterfront precinct announced earlier this
• Sabre Travel Network Asia-Pacific (2009)
• SilkAir (2010)
cent of which is projected to be international. Big architecture year. The Sentosa-Brani Master Plan will be implemented in • Lotte Tour (2011)
names the likes of Santiago Calatrava, and Foster and Partners phases over the coming two to three decades, which will see
• Hong Kong International Airport (2013)
• Raffles Hotel Singapore (2013)
are some of the creative forces behind the globe-trotting range the introduction of world-class attractions and new spaces • Regal Airport Hotel (2015)
of pavilions, which have been themed along the lines of Op- and concepts, including rejuvenated beaches and expanded • Banyan Tree Spa (2015)
portunity, Mobility and Sustainability across the 4.4km² site. nature and heritage trails.
• Qatar Airways (2016)
• Thai Airways International Public Company
Tourism Australia’s new life Philausophy Limited (2016)
New skills make the hottest souvenirs • Thailand Convention & Exhibition Bureau
Tourism Australia has launched a new three-year global Classes and workshops, as well as wellness experiences, are (2016)
campaign featuring “the distinct and defining character the top activity categories global travellers are booking, ac-
• Royal Plaza on Scotts (2018)
• Royal Caribbean International (2018)
of Australia and of Australians” to attract more visitors to cording to TripAdvisor’s 2019 Experiences Trends Report. • Royal Plaza on Scotts (2018)
experience the way of life Down Under. The Come Live Our Globally, traveller bookings for classes and workshops grew
• Royal Caribbean International (2018)
• Best Western Hotels & Resorts (2019)
Philausophy campaign, a distinctive Australian play on words, by 90% year-over-year, while family-friendly activities have • Travelport (2019)
aims to capture the philosophy of Australians and their become a firm priority for travellers worldwide as bookings
TTG Asia Media is pleased to announce that it has set up a virtual
TTG Travel Hall of Fame (www.ttgtravelhof.com), which will enable
informal approach to living. shot up over 200% year-over-year. us to showcase the accolades, artefacts and memorabilia of the
region’s most exceptional travel organisations in a far more effective
way and to a global audience.
Global Airport Industry Leading Value Creator
Incheon International Airport is taking a great
leap forward as a Global Leading Value Creator
with its new value proposition.
CEO VIEWS TTG ASIA NOVEMBER/DECEMBER 2019 • 4
Windows to the world
From tech-generated recommendations to personalised experiences taking a front seat, it’s clear that
today’s travellers want greater customisation and deeper immersion from their trips. Travel industry leaders
tell TTG Asia why such experiential trends are booming, and what they seek for in their own travels
Lush valleys in Tuscany, Italy
Madhavan Menon
Chairman & managing director
Thomas Cook (India)
Major trend observed in 2019: Online access to travel is creating additional
demand and is increasing the market size. We have therefore been investing
strongly in the digital transformation of the company. Today, over 26 per
cent of our overall holiday packages are booked via our online platforms.
Some of the new age initiatives that are helping us reach out to India’s mil-
lennial and digital natives include our upgraded portal, our holidays and
foreign exchange apps, customer self-service app and TeeCee, our recently
launched AI-powered chatbot. With deeper penetration of the Internet in
India’s tier 2 and tier 3 cities, technological evolution has elevated the con-
venience factor and the rise of our e-business stands testimony to the same.
My travel bucket list for 2020: I would love to cycle around the picturesque
hilltop villages of Tuscany, and walk around the medieval and Renaissance
buildings of Siena, accompanied by sumptuous cuisine and the famed Chi-
anti, Brunello and Nobile wines. – Rohit Kaul
Larry Lo
CEO Cameron Holland
Asia Corporate CEO
Travel Management Luxury Escapes
Major trends observed in 2019: It is a global trend for Major trend observed in 2019: The rise of experiential
travellers to seek out authentic experiences over tradi- travel continues to grow, particularly for younger gen-
tional tourist offerings, as more and more people want erations who are increasingly opting to purchase experi-
to interact with locals and explore the local culture. Per- ences over things. People want personalised, customised
sonalisation is another important trend to engage with travel and to experience as much of the destination as
customers. possible. We launched our own Experiences product in
At Corporate Travel Management, we use innovative response to our customers telling us that “unique, per-
technologies to gain valuable insights from our custom- sonally curated experiences” were the number one trend
ers’ past purchase journey. In turn, we strive for person- they were excited about in 2019. We’ve seen a very suc-
alisation in our service by offering highly relevant and cessful launch so far, indicating this trend isn’t likely to
pro-active offers to our customers. disappear in 2020.
My travel bucket list for 2020: Sports-themed travel is My travel bucket list for 2020: As the father of two chil-
one of my favourite vacation types. Apart from skiing, I dren, I’d love to take one of our small group tours and take
also enjoy experiencing the excitement of international my family to an adventurous destination like Morocco,
sports events such as The Championships, Wimbledon, Egypt or Jordan. Experiencing the best of these destina-
the tennis tournament held annually in London. Sports tions handpicked by our travel experts – and without the
travel has also become a popular product in the global headache of organising every little detail – would make for
travel industry. – Prudence Lui A Moroccan bazaar an unforgettable family trip. – Adelaine Ng
Jackie Harris
CEO
Charlotte Travel
Major trend observed in 2019: We are experiencing growing interest in highly personalised
experiences for individuals, couples and families. Unusual destinations are becoming particularly
alluring, while interest in soft adventures in remote wilderness locations that provide luxury ac-
commodations and fine dining are also increasing. For example, we recently curated a family visit
to northern Finland for Christmas. Such experiences are usually once-in-a-lifetime, and nothing
can be left to chance. Accordingly, we need to have direct knowledge of the products and suppliers
and this can involve a reconnaissance pre-visit to the destination to ensure the client’s expectations
will be matched, if not exceeded.
My travel bucket list for 2020: Next year, a temporary igloo hotel will open at the North Pole,
consisting of 10 heated domes for guests to sleep under the stars. The North Pole can be reached
Frozen vastness of the North Pole
by helicopter in April and as only around 1,000 people make the journey annually, it’s one of the
most exclusive adventures out there. – Prudence Lui
CEO VIEWS TTG ASIA NOVEMBER/DECEMBER 2019 • 6
The Ad Deir monastery
in Petra, Jordan
Eric Gnock Fah
CCO & co-founder
Klook
Major trend observed in 2019: We continue to see the trend of travellers
becoming increasingly mobile-centric. More than 75 per cent of all Klook
bookings in 2019 were made via mobile devices. Same-day bookings have also
increased 11-fold from 2016 to 2019.
Local travel operators have also started to adapt to this paradigm shift. We
collaborate closely with them, assisting them in the digitisation process and
ensuring that they are able to meet the demands of the new-age consumer.
With the upcoming Tokyo 2020 Olympics, there will be unprecedented de-
mand (for tours) in the city. We have collaborated with local Japanese opera-
tors to increase the roster of attractions and things to do outside of the Tokyo
metropolitan area by 600 per cent (compared to) 2016, helping hyper-local
small businesses to tap into the growing demand.
My travel bucket list for 2020: Visiting Jordan comes out top on my bucket
list. My trip to Israel last year was eye-opening in culture and experience, and
this has inspired me to go across the Dead Sea to Jordan and enjoy its unique
architecture and culture. – Pamela Chow
An expedition cruise in the Antarctic
Agustinus Pake Seko Sanjay Narula
President director CEO
Bayu Buana Travel Services Apex Tours and Travels
Major trend observed in 2019: The way people plan Major trend observed in 2019: More and more Indian
and buy their trips have changed in the past few years, travellers are looking to experience luxury rather than just
so tour operators should personalise their communi- indulging in luxury products. The term luxury has also
cations. It takes proper customer analysis for travel become relative, as what’s affordable for one is a luxury
companies to be able to deliver a deep, authentic for other. So on one hand we have outbound travellers
and personal connections with travellers. Like many looking to hire a Ferrari, while on the other hand we have
others, I spend many hours online and I believe that tourists that are opting for private villas for their stay.
the best tools and talents will not guarantee success There is a section of luxury travellers interested to learn
if travel companies are not playing to the same tune (as about the culture of the destination they are visiting. We
their customers); they should orchestrate their tech- have come up with customised products and experiences
nologies to create unique and personalised experi- to cater the luxury aspirations of our clients instead of
ences. just selling or promoting popular high-end products.
My travel bucket list for 2020: A safari trip to Africa. It My travel bucket list for 2020: I would like to discover
is not so much about the destination but the promise of the Antarctic on a polar expedition cruise. This part of
an adventure – and experience – that has always excited the world is surely fascinating and its breathtaking land-
and ignited my interest. – Mimi Hudoyo scapes are high on my bucket list. – Rohit Kaul
Alpine life in the Himalayas
Kevin O’Sullivan
CEO
Open Destinations
Major trend observed in 2019: A major trend is provide their clients with a stylish, engaging and user-
the use of mobile technology to support the con- friendly mobile app comprising itineraries, updates, help
sumer once they have booked a holiday. We have and relevant content. Tour operators can also upsell new
noticed a rise in enquires from boutique tour op- activities and products to travellers while they are in-des-
erators, who focus on providing complex itinerar- tination.
ies, needing technological solutions.
During the last few years, we have invested My travel bucket list for 2020: In May, I did a fantastic cy-
Abbas Esufally heavily in our flagship solution Travel Studio. Us- cling trip in Kazakhstan and Uzbekistan and got a real taste
Chairman ing drag-and-drop technology and artificial intel- of Central Asia. I would now like to either cycle more of the
Serendib Hotels Silk Road or sail down the North African coast. Recently I
ligence, quotes can now be created three to four
times faster. read a travel blog of a sailing trip from Spain to Morocco,
Major trend observed in 2019: Technology is playing In 2017, Open Destinations also acquired the down the coast to Essaouira and Tenerife. This sounds like a
an ever-growing role in influencing the choices of travel- Tineri App solution, which allows operators to perfect escape from the cold British winter. – Pamela Chow
lers, be it in the choice of destination, accommodation or
experiences sought. Technology provides so much trans- Scenic coastline in Tenerife, Canary Islands
parency that travellers can select exactly what they wish
to do and read the ratings of others. In order to respond
to this trend, the business model is being aligned to meet
the expectations of the informed traveller, ensuring the
products and services on offer follow the best practices
in sustainability, environment, conservation and limits
the impact on the carbon footprint.
My travel bucket list for 2020: Viewing wildlife in its
natural habitat, together with an experienced naturalist
is top of my bucket list. Also, I would like to travel to the
Himalayan region to enjoy the scenery, learn the culture
and traditions of the people there. – Feizal Samath
BRUNEI 2020
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Together Towards A
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The ASEAN Tourism Forum (ATF) is a cooperative regional
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Next Generation Of Travel destination internationally. The TRAVEX component is
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TTG Events is a business group of TTG Asia Media 1 Science Park Road #04-07, The Capricorn, Singapore Science Park II, Singapore 117528 | Tel: +65 6395 7575 | Fax: +65 6536 0895 | www.ttgasiamedia.com
CEO VIEWS TTG ASIA NOVEMBER/DECEMBER 2019 • 8
Hiran Cooray
Chairman
Jetwing Symphony Hotels
Key disruptions in 2019: The biggest disruption in Sri Lanka was the Easter Sunday bomb-
ing, which brought all of us in tourism down to our knees. After 10 years of exceptional growth,
it was sad to see this happen to my beloved country and the industry I love so much. What we
experienced almost immediately after was the love and support we received from the interna-
tional and Sri Lankan media, tour operators and travellers at large who wanted to come back
and support our island nation. I wish no other country in the world will have to undergo such
a man-made tragedy ever again.
The second disruption was the collapse of global travel giant Thomas Cook, which confirms
that buying cheap from suppliers and offering a small mark-up to sell packages to end users
is not the way forward. I hope and pray that the other tour operator giants will learn from this
and not fall into the same mess.
My travel bucket list for 2020: Ethiopia and Antarctica. I am looking forward to leading a
Salar de Uyuni in Bolivia
group of enthusiasts to where Christianity and Islam flourish. – Feizal Samath
Nigel Wong
Director
Urban Rhythms Tours, Adventures & Travel
Key disruptions in 2019: Malaysia is seeing a proliferation of e-hailing ride
services where drivers are also moonlighting and illegally selling tours and
travel services to customers. This takes away business from legitimate tour
operators, and as a result we have received fewer ad-hoc requests from tourists
visiting Kuala Lumpur. Thus, we have stepped up our marketing efforts on
social media, particularly Instagram, to reach out directly to millennials who
tend to travel on the spur of the moment. We have also rolled out our pack-
ages on B2C travel apps such as Klook, and we are also considering putting
our packages on Airbnb Experiences.
My travel bucket list for 2020: I’d very much love to visit South America,
particularly the ancient cities of Peru and Salar de Uyuni in Bolivia, which is
Ethiopia’s Simien Mountains the world’s largest natural salt flat and natural mirror. – S Puvaneswary
Top 2020 trends: predictions by tour operators
Second city travel Soft adventure ventures
As more travellers seek out lesser visited destinations to avoid Adventure travel was once perceived as the domain for
overcrowded tourist sites, Pacto is responding to this demand adrenaline junkies, but Malaysia-based Eyes Holidays’
by developing niche tours in areas to highlight the undiscov- general manager Uzaidi Udanis has observed surging
ered potential Indonesia has – and in part also reduce visitor interest in soft adventure activities across all age
demand to and reliance on popular Bali. groups, from student groups to millennial FITs
Said Umberto Cadamuro, COO inbound of Pacto: and even mature travellers in their 40s and 50s.
“Indonesia is a large country with many archaeological Everyone now wants a “little adventure experience
remains but yet we do not have archaeology tourism, which they can post on their social media plat-
because we have been so lucky to have Bali that nobody forms,” said Uzaidi.
is thinking about (creating) other products.” In response to this growing trend, Eyes Holidays
The Indonesia-based tour operator recently led an Italian has rolled out tours that include bungee jumping in
group, which brought an accompanying archaeologist, to Yog- Kuala Selangor; whitewater rafting in Gopeng, Perak;
yakarta and Central Java to find out more about the Java Man, adventure caving in Gua Merapoh, Pahang which
one of the first specimens of Homo erectus to be discovered includes trudging through knee-deep streams for
following its discovery by a Dutch physician in Java in 1891. 800m; as well as scuba diving in newly discov-
ered Blue Hole, in Darvel Bay, Lahad Datu,
Thematic experiences Sabah. Unlike other blue holes in the world,
The proliferation of groups and communities around interests, this marine formation has two sunken coral
such as motorbiking, photography, food and vintage car collec- structures, each with a hole 15m deep into
tion, has spurred more tour operators to develop special interest the seabed.
trips.
Exotic Java Trails, for instance, has launched a motorbike Encounters of the local kind
riding programme in West Java that not only features popular As more European tourists seek more authentic and
attractions like the Kawah Putih (white crater) and Malabar Tea immersive experiences in their Asia tours in recent
Plantation, but also takes riders into the lesser ventured trails on years, Diethelm Travel Malaysia has developed a set of
the island. tours in response to such preferences, bringing travellers
“We ride through smaller and quieter roads, up and down into the homes of Aboriginal families in Gombak, Selangor
the mountains, passing villages, waterfalls and the like,” and spending a day or a night with them.
Daniel Nugraha, director of Exotic Java Trails said. “The Said Manfred Kurz, managing director at Diethelm
tourist attractions and destinations may not be new, but Malaysia: “The aboriginals will act as guides and take
the itineraries are developed in such a way that they meet guests into the forest and demonstrate how traps are set
the interest of the participants.” or show them the medicinal value of plants. Guests will
also have a chance to have a meal with the aboriginals and
Downsized travel learn more about their culture and way of life.”
Abercrombie and Kent have expanded its luxury small group The DMC also works with boat operators to offer private
travel to more challenging and emerging destinations in response tours on Kuching River in Sarawak. Through the boat ride and
to a growing number of well-travelled tourists who have an ap- a shared meal with the local boatman, travellers can expect
petite for one-off encounters and sustainable tourism. From top: Whitewater to get first-hand sharing of how the Kuching has evolved over
The tour operator recently launched new limited-edition rafting in Perak; a road the years, enabling them to have further insights into the local
small group journeys to Madagascar, Mongolia, West Africa, the winding through Malabar culture and way of life.
Caucasus, Iran, Central Asia, South India, and these Australian- tea plantation in West
designed journeys are becoming increasingly popular with more Java; and Mortuary Tem- Mimi Hudoyo, S Puvaneswary,
discerning travellers from the UK, Asia and North America. ple of Hatshepsut, Egypt and Adelaine Ng contributed to this column
EXPERT INSIGHTS TTG ASIA NOVEMBER/DECEMBER 2019 • 9
Shaping the future of travel
Four industry experts tell Xinyi Liang-Pholsena where the tourism industry is headed as fierce competition,
smart design and a growing wave of eco-consciousness continue to transform the travel landscape
pectations and needs. for other traditional hospitality services.
As travel becomes an essential part of Technology is increasingly integrated
life, be it for work or leisure, the definition into everyone’s daily lives. As a natural
of a good night’s stay has changed. Guests extension, we will have to look at incor-
now expect emotional and sensory expe- porating smart home technology into our
riences beyond physical comfort. Service residences of the future. Oakwood’s vision
innovation and technological enhance- for the next generation of serviced apart-
ments will determine the success factors ments involves collaboration with key
because hardware alone is no longer suf suf- partners such as McLaren Technologies,
ficient to justify guest satisfaction and Bang & Olufsen, Electrolux, La Bottega,
loyalty. Luzerne, Nespresso, Samsung and Serta.
The new generation of travellers seek With McLaren Technologies, for in-
customisation and localisation. They are stance, we have the ICE Mobile app that is
Creative collaboration
hungry for authentic, immersive experi- available for download on the Apple App
ences with a visually appealing identity, Store or Google Play Store. This allows
and hence partnerships with local experts guests to check out information on the
in changing times differentiate the guest experience.
At one of our properties, Oakwood
Premier OUE Singapore, an innovative
property they are staying at and its neigh-
bourhood, or the city as a destination,
helping them to plan their stay before they
staycation package with Singapore’s first arrive. With Samsung and Lumas Galerie
The hospitality industry as we know it is micro-distillery, Brass Lion Distillery, of of- Singapore, the collaborative plan to “digi-
now being disrupted. Like Charles Dar- fers guests interactive DIY gin cocktail ex- talise” art will enable our long-staying
win’s discovery in the 1800s, the theory of periences and a personalised gin bottle as guests to take with them their favourite art
evolution dictates the survival of the fit- souvenir. Inspired by the traditional Gué- pieces when relocating to their next work
test. In our evolving industry, top players’ ridon tableside service, evening cocktails assignment.
success is based on numbers – occupancy and canapes can now also be delivered to Travel decisions are now dictated by
rates, guest satisfaction scores, employee each guest’s apartment. Club guests no lifestyle needs and personal preferences.
Dean Schreiber retention and returns on owners’ invest- longer have to make a trip to the lounge All of us in the hospitality industry must
CEO of Oakwood and managing ment. In order to stay ahead and relevant, for cocktails and canapes. It is about push- evolve and adapt to maintain our market
director, Oakwood Asia Pacific we must adapt to our guests’ changing ex- ing boundaries and shifting the paradigm leadership.
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EXPERT INSIGHTS TTG ASIA NOVEMBER/DECEMBER 2019 • 10
Harnessing power of crowdsourced marketing
Jens Thraenhart
Executive director, Mekong
Tourism Coordinating Office
The Mekong Tourism Coordinating Of-
fice (MTCO) has leveraged collaboration
with industry stakeholders and the use of
crowd branding to promote travel to the
Greater Mekong Subregion (GMS).
The GMS comprises six countries that
are linked by the Mekong River: Cambo-
dia, Laos, Myanmar, Thailand, Vietnam,
and parts of China (Yunnan Province and
Guangxi Zhuang Autonomous Region). advocacy of travellers using collaborative nation process is open to everybody, and to run micro social media contests to en-
The strategy of the MTCO, which was public-private partnerships. integrity is ensured by the Mekong Tour- tice visitors with prizes.
established as the secretariat of the GMS Firstly, The Mekong Tourism Contrib- ism Advisory Group which is made up These contests effectively drive content
Tourism Working Group of the six mem- utor Program allows any tourism profes- of sustainable travel professionals. Every sharing from the business that increases
ber governments in 2005, over the past five sional, travel organisation, and content year, the EMC honours one business per the likelihood of exposure of the experi-
years has been built entirely around con- creator to contribute articles and stories, country for its innovation as Experience ences leading to more sales. The more
tribution, collaboration, and stakeholder as well as documents, which are made Mekong Showcases. businesses there are running social media
engagement. Financed through member available for free download on the e-li- In the third phase, the MTCO decided contests, the more content is shared on so-
country contributions, the MTCO had brary at MekongTourism.org. In return, to spread the word of these responsible cial media. And the more the Mekong Re-
to create a different model in order to ex- contributors receive their own page on the travel businesses via storytelling. Research gion and its destinations are promoted via
ecute and implement the action plan set official website, promoting their services has shown that the most effective way to visual content, the more potential future
out in the 2015-2020 Experience Mekong to the industry. This very quickly trans- tell stories is by motivating travellers to travellers are inspired to visit the region.
Tourism Marketing Strategy. formed the MekongTourism.org website share their experiences on social media to In essence, over the past five years, the
By unleashing the passion of our stake- into a trusted hub of information about inspire others. MTCO has developed a collaborative
holders active in travel and tourism in the travel and tourism in South-east Asia. To build a framework in which busi- marketing and capacity building ecosys-
Mekong Region, from private sector play- The second phase of the strategy was to nesses would motivate travellers to share tem to drive sustainable tourism and in-
ers to the public sector as well as residents engage businesses and promote responsi- and tag experiences on social media with clusive growth in the region.
and travellers, and have everybody engage ble travel by driving inclusive growth, so- limited resources, a public-private sector However, this strategy has also trans-
and contribute just a little bit, it will pro- cial impact, gender equality, and poverty collaboration framework, Destination formed the traditional destination man-
vide a multiplier effect on our resources to alleviation in a tangible and measurable Mekong, was created with UNWTO Af- agement model to an inclusive crowd-
remain competitive against other tourism manner. This was done by creating the filiate Member Chameleon Strategies as a marketing model, which leads to a
boards, which have more funds and man- Experience Mekong Collection (EMC), lead contributor. Their social commerce sustainable brand fuelled by authentic ex-
power. which after two years of operation now and marketing automation system, EN- periences created and delivered by small
With this in mind, the MTCO launched features almost 350 small responsible WOKE, is used to aggregate shared visual responsible travel businesses and shared
a multi-phase strategy over five years, travel businesses and social enterprises in content from photos and videos and link by real travellers to inspire the world to
starting with engaging industry contribu- six categories (stay, taste, do, shop, tour, users automatically back to the business visit the region in a responsible manner
tors and businesses, followed by activating and cruise) in all six countries. The nomi- of the experience being shared as well as as conscious travellers.
Awakening tomer journey, starting from booking a
trip to delivering authentic experiences.
to conscious
Upfront Analytics, a global market re-
search firm conducted a survey with Gen-
eration Z and millennials and while 60 per
travel cent of Gen Z want to make the world a
better place, only 39 per cent of millenni-
als were similarly motivated. The study de-
scribes Gen Z youths as cultural conscious
individuals who embrace inclusiveness
and individuality.
As a company that has been helping
young travellers discover the world since
1962, Contiki trips have always had a
wide range of cultural experiences. With
350 trips across six continents, the team
Nick Lim has seen how travellers’ expectations and
Managing director Asia, behaviour have changed over the years.
The Travel Corporation Ten years ago, many travellers were seek-
ing fun-filled holidays where they could
As the travel industry tries to cope with simply relax on the beach. Today, there is
disruption from OTAs, it is important to an expectation shift where Gen Z travel- Contiki Cares and TreadRight is to protect suppliers as much as possible, and we are
reflect on what consumers really want. lers now seek deeper experiences that al- people, wildlife and the planet. constantly reviewing our experiences on
Travel companies should have a clear dis- low them to have a first-hand perspective At Contiki, we asked ourselves: “How trips to make sure we’re providing incred-
tinction between both the distribution of the local culture in the places they visit. do we stay relevant?” With the core mis- ible experiences that are also sustainable
and consumption strategies. We believe that cultural consciousness sion to stay authentic, we explored ways in the long term. Travel companies can
Digital platforms have become crucial will drive next generation travel, as well to engage with Gen Z and make them our choose to work with and learn from re-
in how consumers research and purchase as our own direction as a travel company. collaborators instead of customers. spected experts to ensure they do it right.
travel products but the consumption of The commitment to sustainable travel We have evaluated and overhauled Our goal is to add conscious experi-
services for travel companies is when trav- and tourism isn’t new for Contiki – it’s all our entire product offerings to introduce ences to every trip by 2021 – it’s all about
ellers arrive for their holiday. part of making travel matter, supported by brand-new conscious travel experiences supporting our travellers to tread lightly,
It is critical that the line between these our Contiki Cares initiative and working that have been handpicked especially for giving something back to the communi-
two realms are not blurred and clear plans with the TreadRight Foundation to sup- travellers aged 18-35 years. ties visited and gaining a fresh perspec-
have to be developed for the entire cus- port key projects globally. The mission of Contiki has always worked with local tive.EXPERT INSIGHTS TTG ASIA NOVEMBER/DECEMBER 2019 • 11
Driving change for
connected mobility
our business meets the present and future
needs of our customers and partners. We
will continue to build on our core expe-
riences, data intelligence and expand our
global footprint in order to help drive the
change in mobility and move the industry
forward.
Angeline Tang
Regional director - leisure travel
& partnerships, Asia,
Avis Budget Group
The world is moving into an era where
personal mobility is connected, shared
and ultimately, autonomous. With rapid
technological advancements, we are look-
ing at a future where connected cars will
not only be connected to a user’s mobile
app but also a fleet-wide platform and
third-party services, revolutionising the
entire rental experience.
Consumers are constantly looking for
more on-demand services to get from one
place to another, including bikes, scoot-
ers, vans, cars they drive, cars driven by
others, and someday, even cars that drive
themselves. The race to win the future of
mobility is occurring at every level of the
mobility industry. In order to enable the
distributed on-demand fleets of tomor-
row, it will require a truly global company
that is deeply experienced in fleet manage-
ment, has a scalable technology platform,
and experience building products and
services around consumers who embrace
Junior Page
mobility as a service. 4 column (173mm) x 280mm
As a leading global provider of mobil-
ity solutions, with more than 70 years of
experience in worldwide fleet manage-
ment, Avis Budget Group is committed to
innovation and reinventing the rental ex-
perience. We strive to deliver personalised,
streamlined and an efficient rental experi-
ence for consumers through innovations
such as the reinvented Avis App. Members
of our free-to-join and award-winning
loyalty programme, Avis Preferred, can
also benefit from even more innovative
features on the app, including the ability
to bypass the rental desk altogether.
Paving the way to connectivity with the
goal of a fully connected fleet, we have
been investing in our own platform and
initiatives that enable us to offer services
such as Fleet Management as a Service
(FMaaS) and Data as a Service. As an es-
tablished mobility company, our access
to technology and data has allowed us
to acquire deep expertise in global fleet
management. Avis Budget Group also
joined forces with Amazon Web Services
to become the first car rental company to
host our platform on their Connected Car
Cloud service.
In the new era of connected mobility,
connectivity will not only improve the
customer experience but also services and
operational efficiencies for providers, with
real-time feedback. At Avis Budget Group,
connected cars have greatly improved our
fleet management capabilities with the
data collected. Critical data such as mile-
age, fuel level, vehicle condition and ser-
vice needs shared automatically when the
vehicle is returned has allowed us to pro-
vide more cars for our customers where
they needed them.
It is crucial for car rental companies
to evolve in order to meet the changing
needs of customers. Avis Budget Group
is completely engaged in this shift and has
been taking numerous steps to ensure thatHOTELS TTG ASIA NOVEMBER/DECEMBER 2019 • 14
Going the experiential mile
These days, hotels are no longer about offering a bed and breakfast. From safari excursions to
purpose-built communal spaces, travellers are increasingly seeking out authentic and
culturally immersive experiences, and hotels are answering the call
Clockwise from above:
Pet-friendly Rosewood
Hotel; Four Seasons
Resort Langkawi’s
Rumah Ikan Fish
House; and lyf
Funan Singapore
are taking the
lead to offer
experiential-led
stays for guests
RAISING THE WOOF with a human-sized hamster wheel, and
The very pet-friendly Rosewood Hotel takes pet luxury a larger-than-life Connect Four set. Social
to a whole new level. The establishment welcomes cats programmes, such as TED talks, craft work-
and dogs weighing less than 15kg for free, though they are shops and hackathons, are also held weekly.
barred entry into the hotel’s F&B venues. Still, the hotel BEYOND
offers a selection of special amenities, such as beds and FISH YOU WERE HERE ANGKOR WAT
bowls, welcome treats, and pet toys to ensure that four- Four Seasons Resort Langkawi’s Rumah Ikan Fish All Shinta Mani Hotels put the
legged guests feel right at home. Director of culinary op- House offers guests the chance to get schooled on the spotlight on exclusive experiences that delve into the real
erations, chef Sandro Gamba, has also curated a canine traditional methods of catching seafood from the Anda- Cambodia. Authentic offerings range from visiting the
menu for posh pets to dine on gourmet chow. man Sea, while helping to preserve Langkawi’s fishing remote Banteay Chhmar Temple by helicopter, escorted
heritage. At the Fish House, situated at a secluded spot by one of Cambodia’s top archaeologists; to making lo-
UP CLOSE AND PERSONALISED along the resort’s mile-long coastline, guests can observe cal rice wine; and experiential dining at Villa Chandara
Guests are in for a “living like a local” stay when they Pak Din, a local fisherman, hard at work, or try their nestled amid sprawling rice paddies. The year-old Shinta
are poured a beer at the front desk upon check-in at the hand at fishing the old-fashioned way. Year-round, the Mani Wild offers an array of adventures, from follow-
Paramount House Hotel, Sydney. The charm extends to hotel also runs excursions led by an in-house naturalist ing rangers on jungle patrols and laying camera traps, to
the room service meals which arrive in stacked tiffins, al- to Langkawi’s Kilim Karst Geoforest Park, famed for its joining a chef to forage for fresh ingredients.
though the contents like oysters and salted caramels are mangrove forests, diverse wildlife and ancient limestone
far from the usual tiffin fare. The hotel also prides itself formations. GETTING IN ON THE GREEN ACT
in blending experiences and interaction with the neigh- Sustainability is a core driving force at East, Hong Kong,
bourhood. Guests and locals alike mingle in the pur- LIVIN’ LA VIDA LOCAL which has in place various sustainability efforts to offer
pose built communal spaces in the boutique hotel, while The Grand Copthorne Waterfront invites guests to Live guests an environmentally friendly stay. The business ho-
rooms boast artworks by local artists. Like a Local with its weekly experiential local tours and tel was the first Hong Kong property to go paperless, and
monthly workshops. The half-day heritage guided walk- has since continued its pursuit of other green initiatives,
CALL OF THE WILD ing tour will let guests discover hidden gems at Singa- such as installing in-room water filters to purify local wa-
Cinnamon Hotels & Resorts stand out in Sri Lanka’s pore’s oldest housing estate Tiong Bahru. The tour in- ter on site to reduce plastic usage, using cage-free eggs
leisure sector for bringing big-ticket musicals such as cludes visits to blast-from-the-past wall murals painted to support animal rights, and offering plant-based dishes
Mamma Mia and The Sound of Music to the country. The by a local artist, the famous Tiong Bahru Market, and the for guests keen to reduce carbon footprint from livestock.
hotel is also big on destination dining, touting everything Monkey God Temple. Specially curated in-house hotel
from a champagne breakfast in the treetops to a candle-lit activities, such as dumpling-making classes and family CULTURE VULTURE
dinner against the backdrop of majestic elephants in the yoga sessions at the Promenade, are also held monthly. Vietnam’s The Anam beach resort is constantly refreshing
lake. With many of their resorts adjacent to Sri Lanka’s its collection of curated experiences. It recently teamed
national parks, the hotel also offers curated experiences JOURNEY INTO THE WILD up with boutique chocolate factory, Fifty Fresh Farms, to
taking guests to explore the wilds of Sri Lanka, chaper- Taj’s luxury five-star safari hotels tout up close and per- offer a Chocolate Discovery cultural food tour that gives
oned by experienced guides and naturalists. sonal experiences with the wilderness. Its latest initiative, guests a delicious insight into Vietnam’s chocolate indus-
Walk With The Pardhis, offers guests staying at Pashan try. The resort also holds a weekly Artist in Residence Vi-
FIT FOR THE WELLNESS GODS Garh, A Taj Safari guided tours led by members of the etnamese Art and Street Food evening, where local artists
Indonesia’s Tauzia Hotels has been engaging the com- Pardhi tribe through India’s Panna National Park. The set up their easels and practice their craft as guests feast
munities in accordance with the brand identity of each wildlife reserve had suffered due to poaching by the Par- on a variety of Vietnamese street food favourites.
property. As healthy lifestyle is the brand identity of Har- dhi community. Strict anti-poaching laws led to a rise in
ris Hotels, for instance, the brand’s properties not only tiger numbers, but left the Pardhis to look for alternative THE ART OF DESIGN
highlight healthy food in the restaurants, but also offers sources of income. This sustainable initiative offers a new Indonesia’s Artotel Group is evolving to offer a holistic
various wellness-related initiatives like the Fit and Fun livelihood for future generations of Pardhis. experience to customers that goes beyond a hotel stay.
Package, a special room promotion which includes a Artotel Group’s CEO Erastus Radjimin said that a hotel
jump rope and stress ball to encourage stress relief and FLEX THOSE GREEN FINGERS is not just providing guests with a place to sleep, but also
exercise. The hotel also works with Celebrity Fitness to The Frangipani Langkawi Resort and Spa runs organic to gather and chat, and function as a creative commu-
organise health and wellness activities regularly. farming courses to equip its guests and the local com- nity centre. For instance, the Artotel Wahid Hasyim in
munity with green skills, such as composting, rainwater Jakarta offers 122 rooms all decorated by five emerging
LIVING THE GOOD LYF harvesting, and growing edible landscapes. The resort local artists. The property is also home to Artspace, a gal-
The newly-opened, Instagrammable lyf Funan Singapore also holds daily eco-walks around the property to edu- lery for the local artist community and which is also a
encourages bonding among guests with millennial-cen- cate guests on the resort’s green practices which they can mandatory fixture at Artotel properties.
tric communal spaces. Guests can whip up homecooked adopt at home, such as air-conditioning water harvest-
meals, take culinary classes or chat with other travellers ing, building vertical gardens to grow vegetables, and Marissa Carruthers, Mimi Hudoyo, S Puvaneswary,
at the social kitchen. Interactive elements that inspire making natural insect repellent by mixing citronella and Pamela Chow, Prudence Lui, Adelaine Ng and
playtime include a giant ball pit, a social gymnasium lemongrass leaves with water. Feizal Samath contributed to this columnCRUISES TTG ASIA NOVEMBER/DECEMBER 2019 • 15
Sun, sea and senses
Cruise lines are no exception to the battle of rolling out more immersive, multisensory products. Here’s a look at some
of the most exciting features that are transforming the cruise experience for a new generation of experiential travellers
Bionic bar on board a Royal Caribbean ship
Dream Park at the Pier on Global Dream
Princess Cruises
The big development for us will come at the end of
2020 when we bring our first Medallion Class ship to
Asia, the Grand Princess. I like to think these are smart ships,
like the smartphones that have changed the way we live. The
smartphone does everything and takes a lot of the friction
points out of our life.
We apply the same principle behind the OceanMedallion.
We want our customers to get on the ship and start enjoying
themselves as quickly as possible. The technology expedites
Stuart Alison the embarkation process, allows hands-free purchases, and
Senior vice president, acts as a beacon to show where mum and dad are, and how
Asia Pacific com- to get to them.
mercial & 0perations, When we bring it into Asia, we may discover how it can
Princess Cruises
help tour leaders manage their group more effectively on-
board. As we roll out the technology on some of our ships in
Alaska and the Caribbean, we learn something new about its
capability every day. – Karen Yue Clockwise from above:
art gallery on Emperor
Norwegian Cruise Line Cruises; Dallinghoo, part
The refurbished Norwegian Spirit, which marks the of Burma Boating fleet;
biggest investment for a single Norwegian Cruise Line Princess Cruises passengers
(NCL) ship and is scheduled to be ready by April 2020, wearing medallions at sea
will be based in Japan next June and July to coincide with the
Summer Olympics in Tokyo. Travellers can take a cruise be-
fore or after the event, as hotel prices are expected to increase
due to limited capacity. Royal Caribbean Burma Boating
Planning cruise itineraries around such special events CRUISEs Burma Boating recently launched
is a good value proposition for Asian travellers. Asians are Royal Caribbean is enhancing the exclusive monthly cruises that com-
cruise experience with bold offerings bine yachting and scuba diving in
Felix Chan more pragmatic and price-sensitive, and are likely to convert
on its Oasis and Quantum Class ships.
Vice president & gen- to taking cruise vacations if they can find better value and around Myanmar’s Mergui Archi-
eral manager, Asia, experiences. The Quantum Class Spectrum of the pelago – which only recently started
Norwegian Cruise Line With the doubling of Asian guests on NCL ships over Seas most recently welcomed the VR welcoming visitors. The 8D7N sail-
the past three years, we have observed that they are look- bungee trampoline and AR games, on ing adventures take place between
ing for more exotic and authentic experiences beyond vis- top of a skydiving simulator, bumper November and April, and are the
iting malls and capital cities while travelling in groups. cars, and a Bionic Bar among other first in the region to combine the
As such, we are developing more itineraries that will ca- onboard highlights. The Oasis Class two water activities. Guests sail
ter to their curiosity and desire for new experiences. ships offer the tallest slide at sea and aboard the luxurious Dallinghoo, a
– Kenneth Goh high-tech entertainment showcas- 30m classic gaff-rigged schooner,
ing high divers against a backdrop and can also embark on a range of
Dream Cruises of stunning projections and a cast of experiential activities that include
With the growing trend in experiential travel, Dream drones for ice shows. – Pamela Chow meeting the Moken (sea gypsies),
Cruises is geared towards redefining the future of fishing with locals and feasting on
cruising with the 208,000GRT Global Dream – the first P&O Cruises fresh food cooked by a personal chef.
Global Class ship scheduled to arrive in Asia 2Q2021. On P&O Cruises Australia has responded – Marissa Carruthers
board the Global class ships, guests’ journeys are elevated to to a growing demand from Australian
new heights with a seamless experience featuring a high de- holidaymakers for short breaks with Emperor Cruises
gree of innovations, driven by state-of-the art robotics, arti- the launch of two niche themed cruis- Emperor Cruises recently rolled out
ficial intelligence, new technology and digital systems such as es in 2020. A 1980s Tribute Cruise, a new expedition exploring the un-
running for three nights on the two touched islands in off-the-beaten-
Michael Goh facial, voice recognition, smart sensors, and more.
cruises which depart Brisbane and
President, Dream In addition, new experiential excitement awaits guests track Bai Tu Long Bay and Van Don.
Cruises & head of in- with a series of firsts, including the first-ever Dream Park Sydney in early 2020, celebrates the This avoids increasingly-popular
ternational sales at at the Pier theme park, featuring the world’s longest roller MTV-generation’s music from pop, nearby Halong Bay. The three- or
Genting Cruise Lines coaster at sea; the largest cinema at sea with eight theatres hip-hop, metal and rock. The Coun- four-night cruises also champion en-
convertible for MICE meetings; the largest variety of Asian try Music Festival at Sea cruise, which vironmental sustainability through
and international cuisine at sea; the industry’s most spacious departs Brisbane in December 2019, highly-regulated waste storage, eco-
staterooms; and The Palace, Asia’s largest “ship-within-a- celebrates Australians’ growing inter- friendly engines, and supporting
ship” luxury enclave. – Xinyi Liang-Pholsena est in new styles of country music in- community and socially responsible
cluding rockabilly, country rock, folk initiatives, such as beach cleanups.
and bluegrass. – Adelaine Ng – Marissa CarruthersYou can also read
