ASTA Global Convention & NACTA Annual Convention 2013

Register online and receive 10% off use discount code:

Passion16-19 SEPT 2013 • MIAMI, FL

You are cordially invited toThe Travel Event of the YearNo travel professional can afford to miss!

Register today at

www.astaglobalconvention.org Just addedNACTA Annual

Convention Program

AGCReturnOnInvestmentASTA’s Global Convention is the most valuable

conference you will attend this year. Find everything

you need to register and start planning at

www.astaglobalconvention.org

www.astaglobalconvention.org 16-19 SEPT 2013 • MIAMI, FL

• Four+ days of learning and collaborative exchange at sessions based on sales, marketing, operations and technology

• Nearly 60 hours of continuing education, lively discussions and valuable content to share with colleagues in your business and beyond

• The best evidence-based business practices that turn ideas into tangible business techniques

• New programs on management, social media and business skills that contribute to your bottom line

• Meet with new suppliers and learn about technology innovations

• Opportunities for all types of learning—self-directed, peer-to-peer, roundtables with experts and colleagues, plus informal networking

• A celebration of you, the travel professional!

16-19 SEPT 2013 • MIAMI, FL

... high doses of conversation on the sensitive industry changing issues.

ASTA Global Convention’s diverse education

program promises to deliver and fuel your

passion for our profession.

... to improve my agency and lead my peers in doing the same.

SOME PEOPLE EMBRACE CHANGE. Some people go with the flow.

There are those few who fight change to the bitter end.

In today’s accelerating pace of technological change, if

you plan on WINNING, SUCCEEDING and STAYING RELEVANT, you have to pay attention

to the ever-changing business environment.

Blind devotion to past technologies, methodologies,

systems and procedures can kill success.

It is obvious that for companies and people to succeed,

they need to not only embrace change, but to shape it.

From business sessions about emerging social technologies

to the changing nature of air distribution, ASTA’s Global

Convention is designed to provide you insight on how you

can embrace and shape the changing world around you.

I look forward to personally welcoming you to Miami.

Zane Kerby, MBA

ASTA, President & CEO

OUR 2013 SPEAKERS AND PANELISTS

THE HONORABLE HILLARY RODHAM CLINTON

Fernado Amarol Sabre Travel NetworkMarc Cavaliere South African AirwaysRichard Fain, MBA Royal Caribbean Cruises, Ltd.Mike Fegley IHGVicki L. Freed, CTC Royal Caribbean InternationalNancy Friedman NexionEmilio Gonzales, Ph.D. Miami-Dade Aviation DepartmentTorstein Hagen Viking CruisesJohn Hanratty Travel ImpressionsYanik Hoyles IATAJohn Edward Jackson Korean AirZane Kerby ASTAScott Knutson, CTC Costa Cruise Lines Inc.Chris Kroeger Sabre Travel Network Dr. Carolin Lusby FIUMike Marchev, CTC Marchev’s Business BuildersCarol Marsh Marsh ConsultingJohn Marsh Marsh ConsultingRyan McGredy Moraga Travel, LLCMark McMullen, CTC ANSIRAMichael Merrithew, MBA Merit Travel Group, Inc.Nina Meyer, CTC, MCC, DS Express TravelGary Murphy AmaWaterways Mark Murphy AnsiraBen Newell TripCaseEben Peck ASTAMark Pestronk, P.C. Travel Weekly Legal ColumnistJohn Pittman ASTASamuel Podberesky U.S. Department of TransportationOlga Ramudo Express TravelPaul Ruden ASTAJeff Saless Delta AirlinesSandra Soellner Sabre Travel NetworkKevin Sheehan Norwegian Cruise LineLisa Simon, CTP NTASteve Smith Japan AirlinesAndy Stuart Norwegian Cruise LineWill Tate Management AlternativesMelissa Teates ASTAAnn van Leeuwen NACTAArnie Weissmann Travel WeeklyPamela Wright, CTC The Hertz Corporation Jack Zemp, CPC Allianz Global Assistance

Register online and receive 10% off use discount code: Passion

AGCSchedule@aGlanceTIME EVENT LOCATION

15 SEPT Sunday6:30p-8:30p Board of Directors Dinner

16 SEPT Monday8:00a-5:00p Registration Open Riverfront Hall Foyer, Lobby Level

10:00a-1:30p Royal Caribbean Majesty of the Seas Ship Inspection Port of Miami

10:00a-1:30p Norwegian Cruise Lines Norwegian Sky Ship Inspection Port of Miami

12:00p-6:00p Golf Tournament at the Turnberry Isle Resort Turnberry Isle Resort

2:00-3:45p

Education Breakout Sessions

How to Make $ on Your Website Presented by: Mark McMullen, Ansira

Moments of TruthPresented by: Mike Marchev, CTC, Mike Marchev Associates

Tuttle South, Terrace Level

Tuttle North, Terrace Level

2:00-4:00pInternational Travel Agents SummitSponsored by: ABC Global Services

Hibiscus A, Terrace Level

7:00-9:30pOpening Event at Miami Marriott Biscayne BaySponsored by: Great Miami Convention and Visitors Bureau

Miami Marriott Biscayne Bay

17 SEPT Tuesday8:00a-5:00p Registration Open Riverfront Hall Foyer, Lobby Level

8:30a-10:00a

Opening General SessionRemarks from ASTA’s Chair, Nina Meyer, CTC, MCC, DS, Express Travel

Award Presentation – Young Travel Professional of the Year

Award Presentation – Chapter Presidents Award

James L. Knight Center, Level Three

10:15a-12:00p

NTA-ASTA Hispanics in Travel CaucusPresentations include: Olga Ramudo, Express Travel; Emilio Gonzales, Ph.D. Director, Miami-Dade Aviation Department; Fernado Amarol, Sabre Travel Network

The Hispanic Traveler Research Project ASTA, NTA and Florida International UniversitySponsored by: Sabre Travel Network

Hibiscus A, Terrace Level

10:15a-12:00p ASTA’s Young Professionals Society Summit Hibiscus B, Terrace Level

Great combination of one-of-a kind networking


YPS

TIME EVENT LOCATION

10:15a-12:00p Education Breakout Sessions

Dialogue to Decision - Using Nonverbal Cues to Close a Sale Presented by: To be announced

Tuttle Center, Terrace Level

How to Make Money with the Airlines Presented by: John Edward Jackson, Korean Air; Marc Cavaliere, South African Air; Steve Smith, Japan Airlines; Jeff Saless, Delta Airlines

Brickell North, Terrace Level

Negotiate Like a Pro Presented by: Will Tate, Management Alternatives


Social Media: Beyond the Basics Presented by: To be announced

Brickell Center, Terrace Level

A Declaration of Independents: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner) Presented by: Ann van Leeuwen, NACTA and Jackie Friedman, NEXION

Brickell South, Terrace Level

Winning Corporate Clients Presented by: Mike Marchev, CTC, Mike Marchev Associates


10:30a-12:30pCorporate Advisory Council MeetingMeeting is open to CAC members only.

Orchid CD, Terrace Level

12:00p-1:30p All Delegate Lunch Jasmine and Upper and Lower Promenade, Terrace Level

1:30p-3:30pPremium Members Meeting Sponsored by: Amadeus North America, Travel Insured International, Travelport, The Hertz Corporation

Hibiscus AB, Terrace Level

1:30p-2:45p Education Breakout Sessions

Moments of Truth Presented by: Mike Marchev, CTC, Mike Marchev Associates


How to Make $ on Your Website Presented by: Mark McMullen, Ansira


Negotiate Like a Pro Presented by: Will Tate, Management Alternatives


The Future of Vacation Cruises Presented by: Andy Stuart, Norwegian Cruise Lines; Vicki Freed, CTC, Royal Caribbean International; Scott Knutson, Costa Cruise Lines; Gary Murphy, AmaWaterways

Brickell North, Terrace Level

The Complaint Opportunity: Turning a Negative into a Positive Tuttle Center, Terrace Level

21st Century Niche Travel Markets Brickell South, Terrace Level

3:00p-3:45p Product SeminarsSabre Travel Network Tuttle North, Terrace Level

Puerto Rico Tourism Company Tuttle Center, Terrace Level

Norwegian Cruise Line Brickell South, Terrace Level

Recommend Magazine Brickell North, Terrace Level

Estonian Tourist Board Tuttle South, Terrace Level

Mexico Tourist Board and Yucatan Tourist Board

Tourism Marketing Company of Saxony

4:00p-5:00p ASTA Town Hall Meeting James L. Knight Center, Level Three

7:00p-10:00pAdvocacy DinnerSponsored by: Sabre Travel Network

Villa Woodbine


TIME EVENT LOCATION

18 SEPT Wednesday8:00a-5:00p Registration Open Riverfront Hall Foyer, Lobby Level

7:30a-8:45a ASTA Chapter Presidents Council Meeting Orchid CD, Terrace Level

8:45a-10:00a Education Breakout Sessions

CRM from Pull to Push Presented by: Carol and John Marsh, Marsh Consulting


Critical Legal Issues for the Frontline Travel Agent Presented by: Mark Pestronk, P.C., Attorney


Travel Insurance: Enhance Your Bottom Line While Protecting Your Customers and Your Business Presented by: John Pittman, ASTA and Jack Zemp, Allianz Global


You Too Can Be On YouTube Presented by: Mike Marchev, CTC, Mike Marchev Associates


Microsoft Brickell South, Terrace Level

Working the Cloud (Premium Member Only Session) Brickell North, Terrace Level

10:15a-11:30a Education Breakout Sessions

CRM from Pull to Push Presented by: Carol and John Marsh, Marsh Consulting


Achieving Business Excellence: Benchmark Data for Travel Agency Owners and ManagersPresented by: Melissa Teates, ASTA


Government Affairs and Regulatory Update: What You Need to Know and Do to Protect Your Business Presented by: Eben Peck, ASTA and John Pittman, ASTA


Microsoft Brickell North, Terrace Level

Critical Legal Issues for Travel Agency Owners Presented by: Mark Pestronk, P.C., Attorney


12:00p-1:30p

General SessionRemarks from ASTA President and CEO, Zane Kerby

Panel presentation Those in the Know IndustryPanelists:

Pam Wright, Vice President, Sales Strategy and Operations, The Hertz Corporation Mike Fegley, Vice President, Americas Sales, IHG John Hanratty, EVP, Chief Operating Officer, Travel Impressions

Award Presentation – Extra Mile Award Sponsored by: Auto Europe

Award Presentation – Travel Innovation AwardSponsored by: Comcast Spotlight


1:45p-5:00p Trade Show and Lunch Riverfront Hall, Lobby Level

6:00p-7:00p Premium Members Reception


TIME EVENT LOCATION

19 SEPT Thursday8:00a-5:00p Registration Open Riverfront Hall Foyer, Lobby Level

7:30a-8:45a ASTA Chapter Presidents Council Meeting Orchid CD, Terrace Level

8:30a-10:30a TRADE SHOW Riverfront Hall, Lobby Level

10:45a-11:45a

General Session

Panel Presentation – Cruise CEO PanelPanel Moderator: Arnie Weissmann, Editor-in-Chief, Travel Weekly

Panelists: Richard Fain, Chairman & CEO Royal Caribbean Cruises Kevin Sheehan, President & CEO Norwegian Cruise Line Tor Hagen, CEO Viking Cruises


12:00p-1:00pGeneral SessionThe Honorable Hillary Rodham Clinton


2:00p-5:00p

Complimentary Half-Day Sightseeing ToursIsland Queen Sightseeing Ship

Hop on Hop off Bus Tour—Beach Loop

Hop on Hop off Bus Tour—City Loop

Shake-A-Leg Water Front Center

3:00p Bus to NACTA Annual Convention - Westin, Fort Lauderdale

20 SEPT Friday

9:00a-5:00p

Complimentary Full-Day Sightseeing ToursArt, Culture and Paella in Little Havana

Redland Tropical Trail Soft Adventure

Agenda is subject to change



The tours are complimentary and can be booked during registration.

Spots are limited and on a first-come first-serve basis.

The tours are complimentary and can be booked during registration.

Spots are limited and on a first-come first-serve basis.

Engaging, intelligent, entertaining, stimulating. Powerful adjectives that I don’t use lightly.


The Allure of the Seas offered by Royal Caribbean International

15 double occupancy cabins sailing from Fort Lauderdale, Sept. 8, 2013 for 7-nights.

Reservation deadline is August 16.

Pricing includes inside, outside and interior balconies overlooking Allure “neighborhoods”.

Total price per person (based on double occupancy):

Category B2 is priced at $867.01/pp plus taxes. These are Boardwalk balcony rooms and are INSIDE balcony rooms overlooking the Boardwalk neighborhood.

Category C1 is priced at $867.01/pp plus taxes. These are Central Park balcony rooms and are INSIDE balcony rooms overlooking the Central Park neighborhood.

Outside Cabins – Category H is priced at $692.01/pp plus taxes.

Inside Cabins – Category L is priced at $377.01/pp plus taxes.

Make reservations through www.astaglobalconvention.org during registration for the ASTA Global Convention or ASTA/NACTA joint registration.

Norwegian SKYoffered by Norwegian Cruise Line

30 double occupancy cabins sailing from Miami, September 13, 2013 for 3-nights.

Reservation deadline is August 26.

Total price per person (based on double occupancy):

$413 Category BA for a Balcony Cabin

$323 Category OG for an Outside Cabin

$303 Category IA for an Inside Cabin

When you register for the conference at www.astaglobalconvnetion.org, your confirming registration email will contain the link to Norwegian in order to book your registration. Prices are considered advantaged ‘seminar at sea prices’ and are inclusive of cruise fare, government taxes and fees and pre-paid service charges. You will be hosted by a Norwegian Cruise Line sales team representative and seminar participants are required to attend all planned shipboard events, including a product presentation onboard and welcome reception. As this is considered a business meeting, no children/guests under 18 years of age may be booked.

AGCSeminarsAtSea Pre-Conference

One of the most empowering gatherings I have ever attended.

AGCSuperSessions


17 SEPT - TUESDAY 8:30a - 10:00a - OPENING GENERAL SESSION Join your fellow professionals for the opening General Session to hear outgoing ASTA Chair Nina Meyer share her perspective on the state of the industry and ASTA. Celebrate and congratulate ASTA’s 2013 Young Professional of the Year and the 2013 Chapter President’s Award.

4:00p - 5:00p - THE ISSUE OF THE CENTURY A revolution is under way in retail travel selling. Do you know what it means for your business?

Airlines are leading the way in changing how travel is sold. It’s called the New Distribution Capability (NDC), and it is changing how airline content reaches your clients through websites and travel agencies. What will NDC mean for you and your customers? How long before cruise lines and hotels follow? (The Answer is Not Long). Its impact may be bigger than the elimination of airline commissions, and as important as automation itself. We will demo, decode and discuss the NDC and other visions of retailing. Come prepared to interact with your association and industry leaders. Learn what ASTA is doing to defend and enhance your industry. Learn what the changes mean for your business. Be prepared to act decisively. IATA will be there. The GDSs will be there. You need to be there too.

18 SEPT - WEDNESDAY12:00p - 1:30p - MIDDAY GENERAL SESSION You’ll hear powerful words and industry insights from ASTA’s new President and CEO Zane Kerby as he outlines his vision for the future of ASTA. Then listen to our “in the know” panel of industry vice presidents representing car, tour, hotel and technology. De-light in ASTA’s Extra Mile Award presentation as we celebrate how great travel agents are and the dedication to their clients. Travel Innovation Award is sponsored by Comcast Spotlight, Extra Mile Award is sponsored by AutoEurope

19 SEPT - THURSDAY10:45a - 11:45a - CRUISE CEO PANEL Insights on what’s really going on in the cruise industry directly from the people in charge – the cruise line CEOs.

Sitting on this distinguished panel:

This is the BIGGEST thing to happen to the industry since... Automation

Imagine the power of hundreds of your colleagues gathered in the same room to acknowledge the joys and challenges of working in the travel industry. Our super general sessions will motivate and inspire you, and celebrate our profession.

ARNIE WEISSMANN Editor-in-Chief Travel Weekly

Panel Moderator

RICHARD FAIN Chairman & CEO

Royal Caribbean Cruises

KEVIN SHEEHAN President & CEO

Norwegian Cruise Line

TORSTEIN HAGEN Chairman

Viking Cruises

12:00p - 1:00p - KEYNOTE SPEAKER

THE HONORABLE HILLARY RODHAM CLINTON, Former Secretary of State and Former U.S. Senator from New York.

16 SEPT - MONDAY 12:00p - 6:00p - GOLF TOURNAMENT Begin your networking in full swing by playing in ASTA’s Golf Tournament at the spectacular Turnberry Isle Resort’s Soffer course just north of Miami. This top-rated course features lush fairways, verdant tropical foliage, crashing waterfalls and pristine white sands, providing the perfect setting for a round.

2:00p - 4:00p - INTERNATIONAL TRAVEL AGENTS SUMMIT Participate in an exclusive summit for non-U.S. based agencies and suppliers where you will network with some of the most successful travel agents from around the world. At the summit, you will partake in lively discussions that focus on industry trends and challenges. Sponsored by ABC Global Services

7:00p - 9:30p - OPENING NIGHT CELEBRATION Join your fellow professionals in kicking off a week of passionate inspiration and roll-up-your-sleeves business sessions, at ASTA’s Global Convention Opening Event! Start your conference networking with style at the Miami Marriott Biscayne Bay terrace. The evening features fabulous food and entertainment. Sponsored by Greater Miami Visitors and Convention Bureau

17 SEPT - TUESDAY10:15a - 12:00p - NTA-ASTA HISPANICS IN TRAVEL CAUCUS A gathering of professionals, executives, organizations and thought leaders involved in the Hispanic tourism market. The keynote speaker will be Emilio Gonzales, Ph.D., Director of the Miami-Dade Aviation Department. The caucus will present new research conducted by NTA, ASTA and Florida International University on the trends in the Hispanic travel market.Sponsored by Sabre Travel Network

7:00p - 10:00p - ASTA ADVOCACY DINNER This is BLACK TIE GLAM. Celebrate ASTA’s impact in the travel industry at ASTA’s Advocacy Dinner. Enjoy a cocktail hour, decadent dinner and dessert reception at Villa Woodbine, a historic private mansion located in Coconut Grove. Individual tickets are $250/person. Sponsored by Sabre Travel Network

18 SEPT - WEDNESDAY12:00p - 1:30p - The ASTA EXTRA MILE AWARD presentation Telling the world how GREAT travel agents are! ASTA is recognizing those agents who have gone above and beyond the typical role of a travel agent. Plus, the TRAVEL INNOVATION AWARD presentation, for the most innovative travel company as selected by travel professionals and the traveling public. The Extra Mile Award is sponsored by Auto EuropeThe Innovation Award is sponsored by Comcast Spotlight

... to be among professionals who share the same passion for this industry

AGCSpecialEvents


ASTA Global Convention Super Sessions are just the beginning. We’ll continue with special networking events and celebrations.

One of the most important commitments we make—advancing our knowledge through education.

1 6 S E P T – M O N D AY

Breakouts running from 2:00p – 3:15p

HOW TO MAKE $ ON YOUR WEBSITE (R)This seminar is not about creating or improving a website. It is a dialogue on ways to make money via your website. It will start with the difference between ways to make money with a website versus ways to make MORE money from the website. Want to understand the difference while learning how to monetize your website? Then join the dialogue.SAMA/TECH

MOMENTS OF TRUTH (R)The Moments of Truth seminar will demonstrate how every “touch point” your customer has with you creates a unique moment of truth and these add up to a positive impression of your business or a negative one. Attendees will develop a personal moments of truth log to take back and evaluate their business’s customer impressions. SAMA

1 7 S E P T – T U E S D AY

Breakouts running from 10:45a – 12:00p

DIALOGUE TO DECISION From Dialogue to Decision will teach you how to read your customers’ verbal and body signals that indicate when they are ready to buy and when you should stop talking. SAMA

HOW TO MAKE MONEY WITH THE AIRLINESExpect this session to be highly interactive. Here attendees get to participate in a dialogue with airline representatives that includes sharing the various ways agents can make money via ancillary fees, overrides, add on fees, even commissions. SAMA/TECH/OPER

NEGOTIATE LIKE A PRO (R)Negotiations in the 20th century were about win-win. The concept was for the parties to each walk away feeling like winners. For the 21st century, it is about creating value and confirming what is really on the table. In this seminar you will learn how to distinguish the value proposition in any negotiation.SAMA/OPER

SOCIAL MEDIA: BEYOND THE BASICSRemember when the “Internet” or “WWW” were the buzz words in communications and marketing? Today these are old school and buzz is around social media. This seminar is going to take you beyond the buzz and walk (not run) you through an open discussion on the role social media has in the travel industry and why thinking it will all go away soon is so very wrong.TECH

A DECLARATION OF INDEPENDENTS: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner)You like your host, your consortium, or maybe you don’t, and you want something more. This session will help you focus on the key features that are important when selecting a host agency or consortium. It will also explore the benefits and pitfalls of striking out on your own. OPER


AGCEducation

Find the right combination of sessions that are right for you and your organization.

SALES/MARKETING | TECHNOLOGY | OPERATIONS SAMA TECH OPER

Suggested course paths are available on www.astaglobalconvention.org/PATHS

Enhance your knowledge or focus on specialized content with sessions representing the best education for today’s diverse travel agency models. Agencies are diverse, targeted and widely varied, yet share common threads. Taking care of the consumer, embracing and leveraging technologies, monitoring the trends and networking with like minded business professionals is the recipe for success.

(R) = Session is repeated

WINNING CORPORATE CLIENTSSmall corporate accounts can increase your profit margins and diversify your business model. Learn how to capture small corporate accounts and what services these accounts will be expecting. It is not about competing with the megas, it is about personalizing a suite of corporate services that you create and effectively deliver. SAMA


MOMENTS OF TRUTH (R)The Moments of Truth seminar will demonstrate how every “touch point” your customer has with you creates a unique moment of truth and these add up to a positive impression of your business or a negative one. Attendees will develop a personal moments of truth log to take back and evaluate their business’s customer impressions.SAMA

HOW TO MAKE $ ON YOUR WEBSITE (R)This seminar is not about creating or improving a website. It is a dialogue on ways to make money via your website. It will start with the difference between ways to make money with a website versus ways to make MORE money from the website. Want to understand the difference while learning how to monetize your website? Then join the dialogue.SAMA/TECH

NEGOTIATE LIKE A PRO (R)Negotiations in the 20th century were about win-win. The concept was for the parties to each walk away feeling like winners. For the 21st century, it is about creating value and confirming what is really on the table. In this seminar you will learn how to distinguish the value proposition in any negotiation.SAMA/OPER

THE FUTURE OF THE VACATION CRUISE EXPERIENCECruising has grown from less than one million passengers in 1983 to 2.3 million passengers in 1993 to 19 million passengers carried worldwide in 2011. Are you capturing your share of this growing, versatile and changing vacation industry? Come learn from cruise leaders who will share their experience and insights on where the cruise vacation is going.SAMA

21ST CENTURY NICHE TRAVEL MARKETS 21st Century Niche Travel Markets is an overview of the fastest growing specialty markets and how to tap into them. Which niche markets are sustainable and which are likely to fast track profits? SAMA

THE COMPLAINT OPPORTUNITYCustomer complaints can be tough to hear, but in today’s digital world not responding can cost you a lot of business. With Facebook, Twitter, and user-review sites such as Yelp, it is easy to spread the bad news quickly and damage your reputation and business name in a hurry. Spend 75 quick minutes in the seminar and take away seven proven steps to handling complaints and keeping your customer coming back.SAMA/TECH/OPER


PRODUCT SESSIONSProduct presentations that focus on these companies:

• Sabre Travel Network• Puerto Rico Tourism Company• Estonian Tourist Board• Recommend Magazine• Norwegian Cruise Line• Mexico Tourist Board and Yucutan Tourist Board• Tourism Marketing Company of Saxony

1 8 S E P T – W E D N E S D AY

Breakouts running from 8:45a – 10:00a

CRM FROM PULL TO PUSH (R)CRM (customer relationship management) From Pull to Push will clarify a common marketing and promotion strategy. The “push” promotional strategy aims at creating demand for a product or offer and offering the product directly to the consumer. The “pull” strategy is more of a sales strategy that draws the consumer to you. How can you make this work for you? SAMA/OPER

lots of energy and the opportunity to ask pointed and direct questions...



CRITICAL LEGAL ISSUES FOR THE FRONTLINE TRAVEL AGENTRegardless if you are a self-employed independent agent or employed in an agency, this seminar will help you understand and manage your risk when selling travel. Listen to leading industry attorney Mark Pestronk, as he opens your eyes to critical legal issues facing sellers of travel.SAMA/TECH

TRAVEL INSURANCE: Enhance Your Bottom Line While Protecting Your Customers and Your BusinessASTA and UStiA will provide you with an overview of how to structure a travel insurance program that protects your customers and your business, and also contributes to your bottom line. This session will also provide you with an overview of the work ASTA and UStiA are doing on your behalf to implement a nationwide travel insurance licensing standard that will eventually replace a confusing, costly and outdated 50-state web of rules. Find out what this initiative means to your business and why it’s important. If you have questions about travel insurance, this is your opportunity to find answers.SAMA/OPER

YOU TOO CAN BE ON YOUTUBEThanks to faster connection speeds and shorter attention spans, video is becoming a necessary form for both engagement and positioning your small business. In this entertaining session Mike Marchev will cover both the rationale and mechanics of making your own YouTube video. By clearly explaining the step-by-step process along with optional considerations to enhance the professionalism of your finished video. Even if you do not have plans to produce an immediate video promotional snippet this year, this is one session you won’t want to miss.SAMA/TECH

WORKING THE CLOUDA recent survey of 1000 adults found a majority thought cloud computing actually referred to a “fluffy white thing.” Evidence that many computer users do not fully understand this new, important technology. In the computer world, clouds actually refer to far-away computer systems that store data using the internet. Users can then access that data from any computer or mobile device. Come learn how you can maximize the cloud for your business. (ASTA Premium Member-Only Session)TECH

Breakouts running from 10:15a – 11:30a

CRM FROM PULL TO PUSH (R)CRM (customer relationship management) From Pull to Push will clarify a common marketing and promotion strategy. The “push” promotional strategy aims at creating demand for a product or offer and offering the product directly to the consumer. The “pull” strategy is more of a sales strategy that draws the consumer to you. How can you make this work for you? SAMA/OPER

ACHIEVING BUSINESS EXCELLENCE: Benchmark Data for Travel Agency Owners and ManagersOne of the most consistent challenges that face travel agency owners and managers is the ability to effectively benchmark against their peers. Join ASTA’s Director of Research, Melissa Teates, as she provides you with a broad overview of ASTA’s GDS, Service Fee, Financial, and Labor and Compensation surveys that show the average ranges of financial and business performance of the travel agency industry. Her session will help you 1) assess the relative strength of your company as it exists today and 2) develop goals for taking your company to the next level. (ASTA Member-Only Session)TECH/OPER

GOVERNMENT AFFAIRS AND REGULATORY UPDATE: What You Need to Know and Do to Protect Your Business Every day in Washington, D.C. and in state capitols across the country, decisions are being made that will have an immediate and tangible impact on your bottom line and on the way you run your business. This includes the Department of Transportation (DOT) actively enforcing travel agency compliance of its rules – travel agencies of all sizes and business models, including leisure agencies, have been hit with fines ranging from $10,000 to well over $100,000. Join Eben Peck, ASTA’s VP of Government Affairs, and John Pittman, VP of Industry Affairs, to learn the ins and outs of the various policy debates that are impacting our industry and walk you through the complex maze of federal obligations that apply to travel agents today.SAMA/TECH/OPER

CRITICAL LEGAL ISSUES FOR TRAVEL AGENCY OWNERSAs the owner of a travel agency, you move at the speed of sound, one issue after another. But are you missing critical legal considerations that put you and your business at risk? Join leading travel attorney Mark Pestronk, for a dynamic need to know session.OPER

...learned a multitude of both the conceptual and directly practical



Conference HotelHyatt Regency Hotel 400 South East Second AveMiami, FL 33131-2197

Standard Room (1 King/ 2 Double Beds): $139/night Suite: $189/night

AGCHalfDayTours 19 SEPT - THURSDAY

ISLAND QUEEN SIGHTSEEING SHIP 2:00p–4:00pSee Miami’s spectacular coastal sites on an unforgettable fully-narrated bilingual sightseeing cruise along scenic Biscayne Bay.

HOP ON HOP OFF BUS TOUR – BEACH LOOP 2:00p–4:00pEnjoy the stunning views of Miami starting from Central Station, along the scenic MacArthur Causeway and around the island of Miami Beach.

HOP ON HOP OFF BUS TOUR – CITY LOOP 2:00p–4:00pThe City Loop departs from Central Station and takes you to see all the most alluring districts of mainland Miami including Coconut Grove, Coral Gables and much more!

SHAKE-A-LEG WATER FRONT CENTER 2:00p–6:00pSpend a day on Miami’s beautiful Biscayne Bay at the Shake-A-Leg facilities. Activities include kayaks, paddle boards, sailboats and a power boat.

AGCFullDay Tours20 SEPT - FRIDAY

ART, CULTURE AND PAELLA IN LITTLE HAVANA 9:00a–5:00pThe Greater Miami Convention & Visitors Bureau welcomes you to its Art and Culture Tour sampling of Miami’s exciting arts, culture and cuisine – all set in a tropical, cosmopolitan backdrop.

REDLAND TROPICAL TRAIL SOFT ADVENTURE 9:00a–5:00pVisit the Southernmost Winery in the United States and sail over the Everglades for an unforgettable experience in Miami.

The tours are complimentary and can be booked during registration. Spots are limited and on a first-come first-serve basis.

... did my heart and soul so much good—inspiring

Only 12 spots left


AGCExhibitors Company Booth #1-800-Book-A-Limo 139A2B Transfers 108ABC Global Services 203Alaska Visit Anchorage 118Amawaterways 602Amtrak 115ATS Automation Services 129Auto Europe LLC 143Avanti Destinations 113Avis Budget Group 117Avoya Travel 404Berkely - Professional Liability/Errors & Omissions 224Boyd Gaming Corporation 502C & H International 119Celebrity Cruises 133Citslinc Int’l, Inc. 137Club Med USA 326Comcast Spotlight 312Costa Cruises 205Cozumel Wedding Planner 102Ensemble Travel Group 116Estonian Tourist Board 147Funjet Vacations 230Gogo LLC 100Greater Miami Convention Visitors Bureau 200Hahn Air 125Hickory Global Partners, LLC 232Insure America 217InterContinental Hotels Group 228Irro-Reisen 604JAX FAX Travel Marketing Magazine 157Karavan Travel Turkey 149Korea Tourism Organization 418Las Vegas Convention/Visitors Authority 506

Company BoothLOWCOSTBEDS.COM 110Nassau Paradise Island Promotion Board 112Norwegian Cruise Line EntranceOceania Cruises 127Princess Cruises & Cunard Line 104Puerto Rico Tourism Company 206Radisson Resort Port Canaveral 223Recommend 226Royal Caribbean International 135RushMyPassport.com 114Sabre 212Scenic Cruises 141Shadows of Africa USA 201Shore Excursions Group and TourSales.com 215Silversea Cruises, Ltd. 219SiXT rent a car LLC 120Special Needs Group 209The Alexandra Resort 221The Hertz Corporation 151The Venetian Resort 504THOR, Inc. 123Tourism Marketing Company of Saxony 429travAlliancemedia 211Travel Guard 145Travel Planners International, Inc. 131Travelex Insurance Services, Inc. 213TravelSafe Insurance, a Division of Chester

Perfetto Agency, Inc 106Turkish Culture and Tourism Office 332U.S. Dept. of State - Miami Passport Agency 225Unique Vacations 121Vacation Express 111Vacation.com 600Viking Cruises Inc. 306

The trade show is an extension of the education sessions. Meet directly with exhibitors to learn where the industry is going and who will be there to service your clients. Exhibitors as of August 12 - increasing daily

Just a short note to express my thanks to you for meeting with me


Beach Street Inn Prize giveaway location announced onsite

Perched atop one of the most spectacularly scenic vantage points on the entire Santa Cruz coastline, Beach Street Inn and Suites offers guests breathtaking views of the entire Monterey Bay. Enjoy a three night stay at this beautiful property, with a retail value of $750. www.beachstreetinn.com

A2B Transfers

Booth #108

Open a trade account at our booth for a chance to win $100.

Avis Budget Group

Booth #117 Stop by our booth for a chance to win $100 daily in Unlimited Budget dollar rewards. (Must be enrolled in Unlimited Budget to win.)

C & H International Booth #119

Stop by our booth for a chance to win, one of five, $100 certificates toward the purchase of an airline ticket from C&H International. (Certificate has no cash value. Must

be used by Dec 30, 2013.)

Club Med USA Booth #326 Visit our booth and enter to win a seven night all-inclusive vacation for two at one of eight Club Med resorts in the Bahamas, Caribbean, Florida, Mexico, or the Dominican Republic.

Gogo LLC Booth #100 Stop by the Gogo booth and “Spin to Win.” You may win a Chromebook or other great prizes.

InterContinental Hotels Group

Booth #228

Stop by IHG’s booth for a chance to win 20,000 IHG Rewards points or free hotel stays in IHG Hotels across the country.

3LOWCOSTBEDS.COM Booth #110

LOWCOSTBEDS.COM offers 15% introductory commission on accommodations and ground transfers. Agents registering at our booth will be entered into a drawing for an iPad mini.

Norwegian Cruise Line Located at the Entrance

Visit us outside the trade show entrance and enter to win a seven night cruise aboard the newest and most innovative ship sailing from New York year-round – Norwegian Breakaway.

Viking Cruises Inc. Booth #306

Stop by Viking Cruises booth to enter to win an eight day cruise along the Danube River. Explore both sides of Hungary’s capital, traditional “Buda” and more cosmopolitan “Pest”. Experience Vienna’s imperial architecture and explore a baroque cathedral and stroll cobbled streets lines with half-timbered houses in Germany. Savor the tastes of authentic dishes and learn about local legends on this fantastic cruise.

All prizes will be given away on the trade show floor. You must be present to win!AGCPrizes

Gain in-depth and focused knowledge to take back to your agency that can contribute to improve your business and the bottom line.



an insightful, thought-provoking look at the future

Special thanks to our host city

reason enough to go to the Convention

Tired of Airport Security Lines?Act by August 30 to Become a Trusted Traveler at ASTA’s Global Convention!

ASTA HAS ARRANGED FOR U.S. CUSTOMS AND BORDER PROTECTION (CBP) TO BE ON-SITE AT THE ASTA GLOBAL CONVENTION IN MIAMI SEPTEMBER 16-19 CONDUCTING “MOBILE ENROLLMENTS” INTO CBP’S GLOBAL ENTRY TRUSTED TRAVELER PROGRAM.

SPECIAL OFFER FOR AGCATTENDEES: Attendees that apply for Global Entry by August 30 and receive a conditional approval from CBP are eligible to schedule their in-person Global Entry interview with a CBP officer and become enrolled in the program while at the ASTA Global Convention. This limited opportunity will save you time and money, as the normal interview process requires that you schedule an in-person interview with a CBP officer at one of a handful of interview locations that may have scarce appointment times available due to the increasing popularity of the trusted traveler programs. https://goes-app.cbp.dhs.gov/main/goes

So what is a Trusted Traveler? Once approved as a Global Entry trusted traveler, enrollees can use TSA’s dedicated PreCheck lanes when traveling domestically, which means shorter lines, no taking off shoes/belt, no pulling out your “3-1-1” bag and no separate laptop bin. And when flying internationally, it means you can head straight for the Global Entry kiosk and onto baggage claim – no waiting in the customs and immigration line.

So, don’t wait, as this is a first-come, first-served offer. To take advantage of this offer, read “The Fine Print” below and be the first in your agency to experience the process of becoming a Trusted Traveler so that you can assist your customers and train your colleagues.

According to Heather Dolstra of Democracy Travel in Washington, DC, who enrolled in Global Entry in Los Angeles last year, having mobile enrollments in Miami is “reason enough to go to Convention. We did our interviews in Los Angeles…and have enjoyed Global Entry (and TSA pre-check) ever since. It was such a benefit to have a one-stop-shop at the [convention]. Thanks again, ASTA!”

THE FINE PRINTOn-site Global Entry enrollment is offered exclusively and on a limited basis to ASTA Global Convention participants that have completed the following:

• Applied for Global Entry through the on-line application by August 30 and paid the application fee ($100 for five years). https://goes-app.cbp.dhs.gov/

• Received a conditional approval from CBP prior to the start of the conference.

• Scheduled an interview in advance of arriving in Miami, which will be conducted at the convention (when prompted during the interview scheduling process, use interview location code “ASTA Convention”). Interviews will be conducted Monday, September 16, 1-4pm; Tuesday, September 17, 10:30am-12pm and 1-4pm; and Wednesday, September 18 8-11:30am and 2-4pm.

• Have a valid passport and second form of identification (i.e. driver’s license or ID card) with you to present at the time of the interview. If you are a lawful permanent resident, you must also present your permanent resident card.

If you are an ASTA member, a white paper on the PreCheck and Global Entry programs and archived video of an August 7 webinar on this topic can be found at www.ASTA.org/videos. If you are not an ASTA member, additional details can be found at globalentry.gov and tsa.gov.


NACTA 2013 Annual Convention

NACTA 2013 Annual Convention 19-22 SEPT 2013 • MIAMI, FL

19 SEPT Thursday3p Hotel Check in

2p– 6p Registration

6:30p–8:30p

Welcome Cocktail Reception with Celebrity Guest Speaker & Olympic Gold Medalist Greg Louganis - enjoy an evening on the rooftop of the Westin!Ann van Leeuwen, VP of NACTA, Zane Kerby, CEO of ASTA and Nicki Grossman President of the Greater Fort Lauderdale Convention & Visitors Bureau, Fort Lauderdale welcomes you!

Sponsor: Greater Fort Lauderdale Convention & Visitors Bureau

8:30p Dinner - on own Evening free

20 SEPT Friday7a–8:30a Registration Desk Open

8a–12noon

General Session

Opening Session Presented by Ann van Leeuwen, NACTA Vice President

Celebrity Cruises

Presented by Dondra Ritzenthaler, SVP of Sales for Celebrity Cruises

Effective Negotiations

Presented by featured speaker, Peter Kerr, President of Kerr Communications

10:00a–10:20a Break

10:20a–11:15a

Starwood Hotels & Resort Presented by Chris Austin, VP Global Retail Leisure & Luxury Sales of Starwood Hotels & Resorts

Embracing the Luxury & Global Mindset: Innovation Is the Key to Success - Today’s travel professional serves a customer seeking global experiences and aspiring to luxury. Join Chris Austin, Vice President Global, Retail, Leisure & Luxury Sales for Starwood Hotels & Resorts as he shares lessons learned from Starwood’s global expansion through innovation and a differentiated approach. Starwood, the leader in the luxury and global hospitality marketplace, is truly vested in satisfying today’s traveler demands and believes the same drive for innovation, creativity and customer satisfaction apply to all those who sell the world to their customers.

Presentation with Q&A Session with ASTA & NACTA executives Presented by Zane Kerby, ASTA CEO, Ann van Leeuwen, NACTA, VP & Nina Meyer, ASTA Chairman of the Board

11:15a–12:45pLunch with River & Small Ship Cruise Discussion Panel Presented & Sponsored by AMA Waterways, A-Rosa, Avalon/Globus Family of Brands, Uniworld, Paul Gauguin Cruises, Alaskan Dream Cruises

12:45p–3:55p

Rotating workshopsYour Website - The Power Within Presented by Adam Lapsevich, CEO of SpoonDrawer Media Group

How to Get Noticed in the Media Presented by Peter Kerr, President of Kerr Communications

Sane Social Media Strategies Presented by Denise Vogel, The How-To Social Media Educator

3:55p–4p Break transition to tradeshow

Make a Splash!

NACTA 2013 Annual Convention 19-22 SEPT 2013 • MIAMI, FL

4p–5:30p TRADESHOW

5:30p–6p Awards & Prizes

7p–10pGala Dinner - Speaker/Entertainment Sponsored by: Greater Fort Lauderdale Convention & Visitors Bureau

21 SEPT Saturday

9a–11:30aRound Table SessionsA NACTA Member favorite! Sit down with various NACTA preferred Suppliers and Host Agencies! This session provides you the chance to sit face to face with your supplier/host agency rep.

11:30a–1pLunch with Host Discussion Panel Sponsored & Presented by: Nexion, Oasis Agent, TPI, TravelQuest, UniGlobe, Avoya Travel

1p–2p

Supplier Seminars:

Celebrity Cruises

Starwood Hotels & Resorts

Visit Anchorage CVB

2p–2:15p Break

2:15p–5:30p

Experience Fort Lauderdale while giving back to the community! The Greater Fort Lauderdale Convention & Visitors Bureau presents a special GIVE BACK program. Option 1: “Cool Dudes / Hot Chicks” program with Museum of Discovery and Science. Attendees can take sand temperature to determine gender of our endangered Sea Turtles

Option 2: Planting trees with the Parks and Rec department. Attendees will help offset the carbon footprint of the convention.

5:30pGet ready for the NACTA’s “Life’s A Beach” Themed event! Come in your best beach wear.

Costumes are optional but preferred. Best costumes in good taste will be awarded a great prize!

6:30pBoard motor coaches for transfer to beach party. Transfers - sponsored by Westin and Sheraton Fort Lauderdale

7p–9p Enjoy a Dinner on the Beach for a fun filled “Life’s A Beach” Party!

9p–11p Bus rotation back to Westin Hotel

11p Last pick up/drop off

22 SEPT Sunday

8a–11:30a

Destination Certification Program including BreakfastHawai’I Visitors Bureau Ke Kula Training Program – Limited to first 100 travel agents to register. (no guests please only travel professionals)

You know how rewarding a Hawaiian vacation can be for your clients (and for your bottom line!). Here’s an easy way to increase your sales to America’s favorite vacation destination – the Ke Kula O Hawaii (The School of Hawaii) destination specialist course.

Additional FAM programs available after Convention - must register for these events seperately from the Convention. These optional FAMS are not included with your registeration. Pompano Beach FAM RCCL Seminar at Sea Club Med Sandpiper FAM

Agenda is subject to change

16-19 SEPT 2013 • MIAMI, FL

GC13-098 | 8.13 | WEB

Register today at

www.astaglobalconvention.org

PRIME SPONSOR

PARTNER SPONSORS

DIAMOND SPONSOR

Documents

ASTA Global Convention & NACTA Annual Convention 2013