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SEPTEMBER 2016
ushers in a new era of innovationMassmart’s Marco dos Santos
Govt’s new measures:The aftershock
The things PCOs do that drive venues crazy
What corporates expect in premium
class
bucket-list rail incentives
5
September 2016 • TRAVEL BUYER 1
Brought to you by Now Media, Travel Buyer + Meet is a professional travel publication aimed at South African travel procurement decision-makers in travel-buying companies. This publication aims to reflect an unbiased perspective of the corporate travel industry offering insight and tools encouraging readers to manage their travel spend better. Travel Buyer is the media partner of ABTA, ACTE and the GBTA
PUBLISHER Kate Nathan GROUP PUBLISHER David Marsh DEPUTY PUBLISHER Natasha Schmidt CONSULTING EDITOR Sue van Winsen EDITORIaL CONTRIBUTORS Linda van der Pol, Liesl Venter, Michelle Colman, Darise Foster, Taryn Nightingale DESIGN & LaYOUT Tanya Lowery PHOTOGRaPHER Shannon Van Zyl SaLES [email protected] aDVERTISING CO-ORDINaTOR Anthea Lucas CIRCULaTIONS [email protected] PRINTED BY Juka Printing (Pty) Ltd PUBLISHED BY Travel & Trade Publishing (Pty) Ltd, Now Media Centre, 32 Fricker Rd, Illovo Boulevard, Illovo, Johannesburg, PO Box 55251, Northlands, 2116, South Africa. Tel: +27 11 327 4062, Fax: +27 11 327 4094, e-mail: [email protected], web: www.travelbuyer.co.za
Editor's note COVER Marco dos Santos discusses some of the exciting new
corporate travel innovations he is implementing at Massmart.
Cover photograph by Shannon Van Zyl.
News 2
• Namibia clarifies business visa confusion
• Cheaper fares to Mthatha?
• Major TMCs plug into Airbnb
Profile 8
• A new era of innovation
Big Issue 10
• Govt’s new measures: the aftershock
Meetings 12
• Six Mauritius teambuilding ideas
• The things PCOs do that drive venues crazy
On the radar - Premium class 16
• Corporates value comfort over cost
On the radar - Rail travel 22
• Relaxing rail beats airport angst
Deal Detective 24
• Travelinfo’s latest top travel deals
TB1959
Over 1 000 a day can be reached online when you advertise in
www.tam.co.za
I S T H E CO R P O R AT E EVENT PLANNERIMPORTANT TO YOU?
W e’ve all been talking about government’s national travel policy framework for a few
months – but it seems that widespread confusion still exists. Has the implementation phase kicked in or are we still in the transition period? When will government start negotiations with more hotels beyond the ‘Big Four’ it has acquired rates from? Are travel buyers allowed to book rates and fares they’ve negotiated if lower than Treasury’s ‘discounted’ rates?
And that’s not even getting into the implications for the wider industry. With the age-old debate on TMC transparency endlessly raging on, it seems possible that corporates will ‘piggy-back’ on government’s new policy and request TMCs also do away with commissions and overrides.
We have taken a closer look at some of these burning issues in this month’s Big Issue, focusing on the aftermath of government’s shock move. Judging by the large number of industry experts who requested to comment anonymously on the topic, it seems as if we’ve just scratched the surface of the debate that is sure to follow in the coming months.
This month’s corporate profile is Marco dos Santos from Massmart, who stepped in to fill Felicity Meyer’s shoes after she moved abroad to join the company’s
global team. As a self-proclaimed technophile, he has a number of exciting initiatives on the go, from the introduction of an integrated virtual card solution to the company’s online booking tool. Read on to find out where he thinks technology in the SA corporate travel space is headed in the coming years.
Then, don’t miss this month’s Meetings section, where we invited venues and PCOs to list their gripes in the hope of providing each with the common pitfalls to avoid for more harmonious partnerships in the future.
We’re also putting the spotlight on premium class travel and, interestingly, despite tight budgets, airlines are still seeing positive growth in terms of first, business and premium economy ticket sales. Find out what carriers are doing to improve their offering to ensure corporates arrive at their destinations refreshed and well rested. Similarly, rail travel is becoming a popular option for intra-European travel due to the relaxed experience it offers. We spoke to experts for their top tips so that you can navigate through the jargon and booking processes for rail tickets.
Keep reading!
Sue van Winsen([email protected])
2 September 2016 • TRAVEL BUYER
News
Car rental hit with new Namibian tax
THE South African car-hire industry has been caught unawares by the imposition of a carbon
emissions tax by Namibia on South African-registered vehicles bonded for rental in that country.
The tax came into force on July 11 and is levied at border crossings. It affects renters of all vehicle types.
Rebone Motsatsi, executive commercial for Avis Budget Southern Africa, said: “We have taken up the matter with the Car Rental Association of Namibia and are awaiting feedback. What is certain is, if implemented, it will have an impact on the cost of doing business.”
Tim Bouwers, md of Bobo Motorhomes, said there had
been no prior consultation on the implementation. “This tax is raised on all rental vehicles that are bonded by the rental company at the South Africa/Namibia border every time it is used in Namibia for hire,” he said. “This could mean that the same vehicle can be charged
this carbon tax a few times a year if it’s taken out of Namibia to be used in SA, for example, and then returned to Namibia.”
The level of tax is dependent on the carbon
emission level of the model. It is understood that vehicles stand to be impounded if the tax is not paid.
Which party will bear the cost of the tax is in question, as is the implication for rental rates for Namibia.
FARES are expected to drop on the Johannesburg-Mthatha route following Fly Blue Crane’s announcement
that it would launch flights from October 1.
The airline intends to sell fares at R799 one-way. Currently, Airlink’s one-way fares start at R2 200.
Rodger Foster, ceo of Airlink, the only airline that currently operates the route, said the airline would have to do what it needed to in order to remain competitive. “We won’t necessarily be the ones to lead a price war but we are in the free market situation and if we must compete on fares we will.”
“The Embraer 145 aircraft we operate will have better economic performance on the Johannesburg to Mthatha route compared with the aircraft currently being flown on the route. This will enable us to deliver a premium service at affordable rates,” said Cilliers Jordaan, planning specialist of Fly Blue Crane.
Foster said routes such as JNB-UTT were very difficult to compete on because they were “thin routes” with very little market elasticity. “The market won’t
necessarily grow just because you drop the fare; in such a situation all you’re doing is making it cheaper for the market to fly.”
In 2010, Comair launched flights between Johannesburg and Nelspruit said Foster. “They came with a much bigger aircraft and they dropped fares by 50% but demand only increased by 5%.”
Mthatha Airport is a category 4 airport and is expected to be upgraded to a category 5, says Jordaan, making it possible for Fly Blue Crane to operate larger aircraft. Airlink currently uses a 37-seat ERJ 135 on the route.
“The airport was a category 5,” says Foster. “At the time, Airlink operated large-gauge aircraft until the airport became incompetent at category 5. When it was downgraded to category 4, we were forced to operate a smaller aircraft. If the airport upgrades to category 5, we’ll go back to the size of aircraft we were using before.”
Fly Blue Crane expects the JNB-UTT schedule to be available 40 days before operations commence on the route and tickets are expected to go on sale at the same time.
Cheaper fares to Mthatha?
FLIGHT Centre Travel Group SA is moving full steam ahead with its expansion plans into
Africa by opening up a store in Windhoek on October 1.
“When I took over as md last year it was part of our five-year plan to open more stores in Africa. By 2020, we plan to move into Botswana and Kenya,” said md of Flight Centre Travel Group SA, Andrew Stark.
The group will open a hybrid store with a focus on selling 60% business travel and 40% leisure.
“We are attaching a full-time business development manager to the store so we can grow the business even further,” says Stark, “I don’t see us having just one store in Namibia.”
Flight Centre takes on Africa
THE Ugandan government has introduced an online visa application system.
Anyone intending to visit Uganda for tourism, business, study, medical or other reasons are required to apply and obtain a visa online. Types of visas that can be applied for online include multiple-entry, diplomatic and official, ordinary, East Africa tourist visa and transit visa.
Applications should be submitted at https://visas.immigration.go.ug/.
The decision taken on the application will be sent electronically to the email address provided by the applicant. If approved, an approval letter will be sent as an attachment to the email provided. Travellers will need to print the approval letter and present it together with a valid passport/travel document at the port of entry.
MANGO operated its first biofuel flight from Johannesburg to Cape Town on July 15. The flight was the first of its kind in Africa. Pictured here are flight attendants, Lerato Khanye (left) and Digracia Letsie, with Mango spokesperson Hein Kaiser.
The green mango
Uganda launches online visa applications
This could mean that the same vehicle
can be charged this carbon tax a few times a year if it’s
taken out of Namibia to be used in SA.
September 2016 • TRAVEL BUYER 3TB1889SD
Following the scrapping of business and ‘conference and meetings’ visa
requirements, travellers visiting Namibia are still experiencing confusion when arriving in the country.
A representative from the Namibian Consulate General said that South Africans visiting Namibia to do presentations or workshops were required to carry a work visa, while those who would be sitting in meetings or conferences did not need visas.
“Travellers going to Namibia for employment purposes where they will be remunerated must apply for a work visa,” the High Commission of Namibia added.
Last month, a traveller arrived in Namibia and explained that she was going to attend meetings for a week. She told the immigration officer she was advised that
the business visa requirement had been scrapped earlier this year. “I was then sent to the officer who deals with visa endorsements and she said this was not the first time she had dealt with such a case and that I had been ‘misled’. She then gave me two days to sort out my visa, but unfortunately that takes 10 days to process,” the traveller said on Facebook.
Another traveller commented that she was advised by the immigration official to tick ‘tourist’ because “ticking ‘business’ meant that I was going to be in the country to work for a Namibian business”.
“The immigration official said that if you are ‘doing business’ or attending a conference then you need to tick the tourist block not the business block. She then let me through without any hassles,” the traveller’s Facebook post read.
Namibia clarifies business visa confusion
F LYSAFAIR has made its inventory available on MyMarket 2.0 – the upgraded version to
MyMarket, which is owned by the BidTravel Group, and allows both agents and corporates to book travel.
Through this platform, the low-cost carrier can now market its airfares directly to the Bidvest Group’s clients. “We want to partner with service providers. They add a great deal of value,”
said Kirby Gordon, FlySafair vp of sales and distribution.
Travellers booking FlySafair on this platform benefit by not paying for checked luggage – which is in line with the growing trend by companies trying to cut back on travel spend.
There’s also a standard fare, which allows two free changes to a booking. “We definitely designed our product with the corporate traveller in mind,” said Gordon.
LCC targets corporate travellers
4 September 2016 • TRAVEL BUYER
News
G LOBAL heavyweights American Express Global Business Travel (GBT), BCD Travel,
and Carlson Wagonlit Travel have partnered with Airbnb for Business in an effort to provide corporate travellers with more accommodation options while maintaining certain safety standards.
While the partnerships will initially go live in the US, they are expected to extend to other markets later in the year. Airbnb says the impact on the South African market has not been determined as yet.
The integrations will be carried out as follows:
Airbnb for Business will be integrated as a preferred supplier among GBT customers. The new referral partnership will make Airbnb for Business more
accessible to GBT customers and allow data transfer and traveller tracking. Once the first phase of integration is complete, the reservation details for each business trip will automatically be shared with GBT. Travel managers can then access the data through corporate reporting and duty-of-care platforms. Travellers will then also be able to access that booking information through GBT’s corporate reporting and duty-of-care platforms.
Airbnb’s data will also be integrated into BCD Travel’s proprietary DecisionSource business intelligence and security solution, allowing clients to interact with maps and detailed reports in real-time and bring Airbnb accommodation bookings into view for managed travel.
The TMC is also working with Airbnb to provide corporate travel clients with rich data in a new security and risk management offering that can track the location and trip patterns of business travellers who book Airbnb listings.
By adding Airbnb for Business to its offering, Carlson Wagonlit corporate travel managers will now be able to offer their travellers more options and more flexibility, providing a highly personalised itinerary.
Research by the CWT Solutions Group shows business travellers stay an average of seven nights in Airbnb accommodation, twice as long as stays in traditional hotels. The research also found that companies can save up to 37% using Airbnb in the right circumstances.
Major TMCs plug into Airbnb
TWELVE years ago, Garth Wolff, ceo of eTravel, set a target of R1bn turnover for the ITC group.
In June, the group achieved that target – with one day to spare – hitting R1,007bn. The company’s year-to-date sales (July 2015 to June 2016) were up 8% from R933m.
eTravel is bucking the trend. As the market remains depressed, the ITC group has seen consistent growth over the first half of the year. In January and February, the group saw unprecedented growth, with sales up 19% and 20% respectively. Sales took a dip in March (-0,5%) as a result of the Easter holidays but were up again in April (15%), May (5%) and June (14%).
“eTravel generated R198m for the 12 months ending June 30, 2004, and at that stage I believed so strongly in the future of the ITC model that I put my goal down on paper and told the group that by 2014 eTravel would become a billion-rand entity,” says Wolff.
He attributes this success
to the years he and his staff – particularly management – have spent honing the ITC model. “You cannot underestimate the value of your intellectual property. Through consistency, simplicity,
and constant communication we’ve learnt from mistakes and fine-tuned our business practice to ensure we offer a professional service specialising in what we do best.”
eTravel hits R1bn target
THE Tourism Grading Council of South Africa (TGCSA) is reviewing its grading criteria, with new criteria
expected to be unveiled in November.
Darryl Erasmus, TGCSA chief quality assurance officer, said the council had begun to engage with industry associations as part of the review process.
Erasmus said feedback thus far included that travellers were insisting on WiFi. However, he pointed out that WiFi was still quite expensive in South Africa, so it would have to be decided at what point in the star grading process it was made compulsory.
Other concerns that will be raised with the industry include whether boutique hotels and hotel apartments should form part of their own category, and the possible introduction of superior levels within the five-star grades.
TGCSA to unveil new grading criteria
H ILTON Worldwide will open a Garden Inn in Gaborone, Botswana, next year.
Situated roughly 13km from the Sir Seretse Khama International Airport, the Gaborone Garden Inn will be in the heart of the city’s CBD.
Hilton Garden Inn Gaborone will feature 150 guest rooms, a health club and outdoor swimming pool; as well as dining options including an all-day restaurant, bar and 24-hour Pavilion Pantry. Guests will have easy access to a 24-hour business centre and complimentary WiFi. The hotel will also offer just over 400 square metres of meeting space.
“With more than 639 Hilton Garden Inn hotels globally, we are pleased to be adding Botswana to our portfolio of destinations,” said Adrian Kurre, global head, Hilton Garden Inn.
Major hotel brand to enter Botswana
Garth Wolff, ceo, eTravel
September 2016 • TRAVEL BUYER 5TB1921SD
MORE international airlines are considering launching direct flights out of Durban.
In October last year, Norwegian said it would be launching flights from Copenhagen to Cape Town and Durban as well as flights from London Gatwick to Cape Town.
“With plans for continued UK growth, Norwegian has now secured a UK Air Operating Certificate which will help open up access to bilateral traffic rights to a range of new routes including South America, Africa and Asia. Detailed planning for Norwegian UK is now under way but at this early stage, no decisions about specific new routes have been made as yet,” said a spokesperson for Norwegian.
An industry authority said that Jet Airways was considering flying from India to Durban, but a representative from Jet Airways said: “At this moment we have no plans to fly to Durban.”
Two airlines in India and two in the UK are in talks to launch direct flights to Durban, according to Dube Tradeport air services specialist, Keith Green. Dube Tradeport is responsible for driving route development for Durban’s King Shaka International Airport.
Green said that while conversations were “looking positive at this point” he could not mention which airlines had been approached.
“We have been trying to attract a direct London service for a
while now and we are speaking to two carriers in that regard. Similarly, travellers are struggling to find convenient connections to India from Durban since SAA’s discontinuation of flights to Mumbai from Johannesburg, so we are in conversations with two airlines on a potential direct Durban-India route,” said Green.
ANC MEC for economic development and chairperson of the ANC in KZN, Sihle Zikalala said talks were being held with airlines in Angola and Namibia to launch
direct flights to Durban. Since Ethiopian Airlines, Qatar
Airways, Proflight Zambia and Turkish Airlines launched direct flights to and from the city, international passenger numbers at King Shaka International Airport had grown significantly, said Green.
In March this year, international passenger numbers grew by 23% compared with March 2015. April 2016 saw growth of 25% compared with April 2015 and in May, passenger numbers grew by 30% compared with May 2015.
Durban courts carriers for direct flights
PHO
TO: F
LIC
KR
6 September 2016 • TRAVEL BUYER
News
T ravelport has appointed a new md for Africa, Douglas Jewson.
He has 20 years’ experience in Africa’s telecommunications and electronics sector and has held leadership roles for multinationals operating in the region, including Sony, Research in Motion and Nokia. As md, Douglas will be responsible for promoting and maintaining the company’s standards in airline merchandising, hotel content distribution, B2B payments and mobile travel commerce to customers across the region.
“Douglas is a seasoned, customer-focused leader with a track record of driving business growth and effective people management in Africa’s dynamic business environment,”
says Rabih Saab, Travelport’s president and md for Europe, Middle East, Africa and South Asia.
Travelport appoints new MD for Africa
Douglas Jewson, Travelport md, Africa
CENTARA Hotels & Resorts will close its regional sales office in South Africa on August 20.
The South African market has been handed over to Popo Hartopo, Centara’s group director of sales for the Pacific region, who has already started working with local agents.
The closure is attributed to a recent management change at Centara’s head office in Bangkok.
Although South Africa has a strong market, it is small compared with other markets, according to Melanie Floor, ceo and owner of Exclusive Serenity, who has represented Centara in SA since 2013. Melanie also mentioned that Centara was reducing its sales force worldwide and South Africa was not the only place to be affected, but couldn’t name the other markets facing closure at this time.
“We are very grateful and appreciate the fantastic support received from the travel trade throughout the years. With its great value proposition, we are confident that Centara will continue to thrive in the South African market,” said Floor.
Centara closes SA office
A IRFARES and hotel rates are expected to increase for South Africans in 2017.
According to the 2017 Global Travel Price Outlook compiled by the Global Business Travel Association and Carlson Wagonlit Travel, SA airfares are expected to increase by 4,4% compared with a global increase of only 2,5%. Other African countries are expected to show decreases in airline prices, with Kenya expected to see a 5,8% drop and Nigeria a 6% decrease.
South African hotel rates are also expected to increase by 7%, whereas most other countries in the Middle East and Africa are expected to see a considerable drop in rates.
Clifford Ross, ce of the City Lodge Hotel Group, says the rest of the world simply doesn’t have the same inflation rates as South Africa. “One needs to compare apples with apples.”
He adds that inflation rates are near zero in most countries, but above 6% in South Africa.
According to Ross, South Africa will not see a surge in hotel prices in the next year. “We expect rate increases to be in line with inflation, possibly inflation minus in the current economic climate in South Africa.”
Marcel von Aulock, ceo of Tsogo Sun, says 7% can’t be considered a surge in rates when inflation is around 6%. “The local industry is still well below long-term occupancy trends so there should be some recovery. However, it’s not boom time by any means.”
Ross adds: “Prices will only ‘surge’ if all the stars align. Demand needs to increase significantly, no new room capacity coming into the market, inflationary considerations, good economic growth, and a positive financial outlook for the country, or the
industry will be still playing rate catch-up since the 2008 halcyon years when rates in South Africa were keeping pace with the rest of the world.”
The report also states that ancillary fees will have an increasing impact. In 2017, more corporate travel buyers will be looking for opportunities to leverage their consolidated data insights for better pricing on many of these fees.
Jeanne Liu, GBTA Foundation vice president for research, says although the outlook generally shows only marginal increases or flat travel prices, the high level of global uncertainty will mean that travel buyers and TMCs will need to remain on their toes. “The key to building successful travel programmes in 2017 will be watching and reacting to an ever-changing global landscape.”
SA airfares and hotel rates to increase – report
CONGO Airways is planning to launch a multi-weekly flight from Kinshasa to Johannesburg from
November 1, ceo of the airline, Désiré Balazire Bantu, told Travel Buyer.
The airline will deploy an A320-200 on the route, with 10 seats in business class and 150 in economy.
The flag carrier of the Democratic Republic of the Congo started operations in October last year with eight domestic routes. Ownership of the airline is divided between government and international investors. The service to Johannesburg will mark the airline’s international debut.
According to Andries Ntjane, deputy director: licensing and permits of the SA Department of Transport, the airline has yet to apply for a licence to operate
the route to OR Tambo. He says, however, that this is not a time-consuming process and that the airline could still obtain a licence in time for its planned launch in November.
However, despite the fact that the airline says it will focus on innovation and excellence and that it integrates all the international safety measures, Congo Airlines is currently blacklisted and banned from operating in the European Union.
Rachael Penaluna, business manager of Sure Maritime Travel, says: “My concern is that all Congo and DRC airlines are under question by the EU and most are blacklisted. From a duty-of-care perspective, we would not encourage clients to travel on Congo Airways if an alternative route was available on a more reputable airline.”
New airline plans SA route
September 2016 • TRAVEL BUYER 7
MARRIOTT International has opened the Kigali Marriott Hotel, its
first hotel in Rwanda, in the city's CBD.
“We are thrilled to be opening a Marriott Hotel in Rwanda and believe the property will play a significant role in catering for the desires of business and leisure tourists alike,” said Alex Kyriakidis, president and md, Marriott International Middle East and Africa.
The 254-room hotel is a 20-minute drive from Kigali International Airport. The rooms and 25 suites are equipped with high-speed Internet and 122-cm LCD TVs.
The hotel has four restaurants, three bars and a spa with a 450-sqm pool and fitness centre.
Marriott enters Kigali ASATA is considering
conducting a cost-of-services study to match the trade’s current business
needs. Ceo of Asata, Otto de Vries,
says circumstances such as the introduction of the new government travel policy and SAA’s decision to restructure its override commission agreements with agents have changed how travel agents do business.
It has been at least 10 years since Asata has conducted a cost-of-services study. It would look at the actual costs of all the types of services agents offer to a specific account.
“We want to find a model that is fit for purpose,” says Vanya Lessing, ceo of Sure Travel. “Essentially, we hope to be able to say, ‘here are the different types of models that are operational – what is the best model for you?’.”
Most agents work on a model that is based on the value the agent provides to the client, says Lessing,
with the current business model being a service fee model based on transaction fees and management fees.
However, a large amount of income was derived from overrides and commissions due to the value agents brought to suppliers. “In a way, the previous model, specifically in the case of
government travel, the service fees were being subsidised by income earned from the supplier. With no supplier income, those service fees go up,” says Lessing.
“There are still many agents who are reliant on overrides and then bastardise the market with inaccurate services fees and thus the true price of travel is not costed correctly,” says Marco Cristofill, md of Harvey World Travel Southern Africa. He says most Harvey World franchisees charge an appropriate service fee and that the industry needs to reduce its reliance on overrides in order to level the playing field.
“I’m amazed that the industry is still so reliant on overrides,” says Garth Wolff, ceo of eTravel. He says that although the consortium earns income from overrides, eTravel ITCs are advised to see their override agreements as “cream” and not their main income. Wolff says, travel agents are going to be forced to make up their income in service fees and how that fee is constructed. g
Trade assesses cost of services
Vanya Lessing, ceo, Sure Travel
TB2099SD
8 September 2016 • TRAVEL BUYER
Profile
May 2015 was an exciting time for Marco dos Santos. After spending more than 12 years
rising up through the ranks at various TMCs, he landed his dream job. He was appointed the travel manager at Massmart, taking over the reins from Felicity Meyer, who had been offered a position in Walmart’s global travel procurement team.
“This is what I’ve always wanted to do,” says dos Santos. “Right from the very beginning I’ve wanted to be in a position where I can influence and manage a travel programme, so it was a very exciting opportunity.”
Dos Santos’s career in travel began when he completed his two-year travel and tourism diploma at Richtek College in Richards Bay. This was followed by a year of in-service training that saw him begin working at a travel management company straight from college. The following 12 years were spent predominantly within a TMC environment, with his experience also taking him abroad, to London, where he worked in the air department of a major travel agency. During these years he worked his way up from junior travel consultant, all the way to operations manager.
This, he says, gave him a strong foundation and firm understanding of travel. “We tend to overcomplicate travel, so having a well-rounded general knowledge of the industry helps you to simplify things. It also means that you have a sense of the pressures you are likely to face.” He points out that this doesn’t just benefit the organisation but the suppliers as well, as they don’t need to spend time trying to bring him up to speed on offerings, and can rather get straight to managing the details.
Dos Santos is also grateful for the opportunity for traveller interaction that his years as a consultant afforded him. “You get to deal with the people who are actually travelling when you’re in a consultant position. It gives you that connection,” he adds.
Travel at MassmartAll of these are important skills that dos Santos has been able to bring into his role at Massmart, while at the same time developing new expertise over the last year and four months as he’s learnt more about the company. “Massmart comprises several different divisions, some of which are based in different locations,” he explains.
The company’s day-to-day bookings are managed by an insourced team – Massmart Travel. The department comprises six people in total, including dos Santos, an administration person, a team leader and consultants. “Because we manage the team ourselves, we have more input in the process and total accountability from start to finish,” he says.
Travel tends to be predominantly domestic, but some divisions are expanding into Africa, so there is a requirement for regional and international travel. “We have a broad spectrum of travellers at all levels within the organisation. Reasons for travel are numerous – from the opening of new stores to training. This makes it exciting, because it isn’t just travel to the same set destinations. Things are always changing and this means that new challenges are constantly being thrown our way,” he adds.
Travel into Africa does present some unique complexities, especially when it comes to safety and security. “We run a very good duty-of-care programme and make use of an international security tracking company. The company also has certain protocols in place for specific countries, and we make sure that our in-country hosts are always
aware of who is travelling to their destination. We put a huge amount of effort and emphasis into traveller safety, and ensure we’re always aware of the different challenges in various countries,” he says.
Policy complianceDos Santos explains that management of the company's travel policy had been made easier by the booking systems it has in place. “The policy parameters have been built into the tool and then we just ensure these are communicated to staff,” he adds.
The online booking tool was introduced just before dos Santos joined Massmart, in February of 2015. The soft launch had already taken place, and he was then
tasked with continuing to drive the usage of the platform. “Towards the end of last year, we had really started to see the benefits of the tool, such as cost savings and enhanced efficiencies and data. These
areas had all been big challenges in the past, but we now had a solution that provided us with all of our requirements,” he says. Based on this, Massmart decided to drive adoption of the tool further by making it mandatory for all bookings and requests to be routed through the portal.
Addressing challenges“With any online booking tool, there will always be challenges around change management during the initial stages of implementation,” says dos Santos. “I think one of the key learnings is the importance of communication and collaboration. It’s crucial to listen to the concerns so all stakeholders feel appreciated. You
need to constantly engage with people and explain the value of the tool to them – the ‘why’ of why you’re doing it.”
Dos Santos emphasises that, as an organisation, Massmart is very focused on cost-effectiveness. “At the end of the day, costs impact the customers who shop in our stores, so we always aim to do things at the lowest cost, while at the same time focusing on quality.” He says this philosophy underpins the decision to introduce the tool, which has provided an opportunity to make noteworthy savings.
Access to data was a huge challenge for the company but the online booking platform has enabled them to achieve better visibility and therefore put Massmart in a position to proactively manage its travel programme. “We look at things like traveller behaviour, supplier spend tracking and whether we’re meeting our engagements, and benchmarking, such as comparing average ticket prices, and what we paid last year versus this year,” he says.
Another aspect he looks at is how much can be saved by booking in advance. Dos Santos analyses data from the global team, as well as the SA business, which helps him benchmark the potential benefits. “We also consider a whole host of other metrics, for example, whether we are utilising our free mileage from car rentals, monthly reports of our expense data versus our invoice data, and any potential leakages where travellers may be booking items such as conferencing outside of the system, and we can then look at how we can control that spend to make sure we get the best deals.”
All of this data plays a significant role when it comes to negotiating good deals with suppliers. “Now that we have visibility of our spend, we are able to negotiate effectively. He says that, when it comes to negotiating fares and rates with suppliers, it’s important to get the balance right. For
A new era of innovationMarco dos Santos joined Massmart just over a year ago and since then has overseen the adoption of an online booking platform and investigated the implementation of a virtual card solution. Sue van Winsen spoke to him to find out more about his innovative approach to travel management.
Towards the end of last year, we had
really started to see the benefits of the tool, such as cost
savings and enhanced efficiencies and data.
example, he says, there’s no point committing to unrealistic targets in order to get inflated discounts. “That’s not fair to the supplier,” he says. By having data at hand, the company is in a far better position when it comes to committing to achievable targets.
Virtual cardsDos Santos is an innovator, and describes himself as someone who likes to always be on the look-out for new trends. This has seen the company taking the initial steps in implementing a virtual card system, a process that Meyer began when she was still based in South Africa.
“We are currently working towards integrating a virtual payment solution with our online booking platform so that everything is automated. Basically, what this will mean is that every transaction will have an individual card generated, and the great thing about that is we will have enhanced data,” he says. Dos Santos says this is a natural next step following on from the introduction of the online booking platform. “First we addressed the actual travel process of booking, approving and issuing travel, but now we’re also addressing the back office side of things – the administration process – which can often cause the biggest headache.” The benefits of the new virtual card system will be significant. Not only does it dramatically reduce the risk of fraud, but it also means that every statement will be completely reconcilable.
“We’re probably one of the first programmes out there in the marketplace, but virtual cards have been a big buzzword at the GBTA and other forums. I expect that once suppliers and banks start seeing live examples of this solution in action, it’ll pioneer the way.” However, he admits that, for now, there are still challenges as various suppliers still want a physical card to be presented.
“We are going to have to educate and partner with suppliers to show them the benefits of virtual card solutions from both perspectives, and help them work through the challenges,” says dos Santos.
The technology of the futureHe also believes that another area where the corporate travel industry will see change in the coming years is direct access to suppliers. “This could be through technology or Iata’s NDC but, either way, many new platforms are starting to include API integrations in order to get rich content through to travellers and suppliers,” he says.
While he adds that there isn’t anything currently available in the market that is enabling direct access to suppliers on a macro scale, he says there is certainly an opportunity for TMCs and suppliers alike to invest in enabling technology. “The end goal would be for suppliers to provide their inventory and sell their product in a way that gives the
traveller more information – for example, what is the seat pitch, what meals are on board, etc. Travel is becoming a lot more personalised and while this is a challenge, it also is an opportunity to move the industry forward into a very exciting space.”
Dos Santos believes that the industry’s fear of technology is unfounded. “Technology actually has the potential to really set you apart in a customer service
environment. While the technology platform
is an enabler, it doesn’t mean that you can’t go
over and above and offer that personal service,
especially as your time would
have been freed up as a
result of fewer administrative
burdens,” he says.
“TMCs’ real
value comes in when it comes to sharing their knowledge of travel, but with systems being so manual and labour intensive, they didn’t have the time. Now, with online booking platforms, TMCs have the opportunity to really set themselves apart.”
Industry associationsDos Santos serves on the board of the GBTA, which he says provides a “phenomenal platform” for buyers and suppliers to meet and openly discuss challenges and opportunities. “This doesn’t need to be a boxing match – it’s about a partnership and coming together as an industry to understand our needs, what we’re moving toward and how we react to environments that are always changing,” he says.
Discussing lessons learned along the way, dos Santos stresses the importance of keeping things simple. “Whether it’s your travel policy, strategies or processes – keep them easy to understand and aligned to your business requirements,” he says. “The other lesson is the importance of collaboration and communication. You may
think an idea is brilliant and go full steam ahead before
discovering it’s not what the business wants at
all. Rather engage with everybody right
from the start to understand the real requirement and need. People then tend to be more open to the process of change and willing to embrace new technology.
Information dispels fear, and once everybody understands your
perspective, they tend to feel more comfortable.” g
September 2016 • TRAVEL BUYER 9PHoTo: SHANNoN vAN zYL
10 September 2016 • TRAVEL BUYER
Big Issue
I n the past year, the National Treasury has overhauled the way government handles travel procurement. Not only
was a new travel policy agreed on, in a shock move Treasury also announced it would do away with all TMC commissions and override agreements, striving for complete transparency and nett fares.
With the new regulations, it says it hopes to address the fact that it has been “receiving poor value for money, with departments overspending on their budgets as well as high incidences of unauthorised, irregular and fruitless and wasteful expenditure”. According to Treasury, the South African government currently spends close to R10bn a year on travel, making it the fifth-largest expenditure for the government.
The new travel policy was expected to take effect on July 1, however a reliable source at one of the government departments told Travel Buyer that the date had now been reviewed and the travel policy would now only be implemented from April 1, 2017. “They asked us to review the policy and give our input on any issues or problems so that Treasury can consolidate a response to all the departments.”
Appointment of TMCsTreasury has published a tender for the appointment of TMCs to provide travel management services to government. In the tender document, it stipulates that it expects to appoint an undisclosed number of TMCs from October 1 for a period of three years.
The appointed TMCs will receive a management fee but will need to adhere to the negotiated non-commissionable
fares and rates, and will not be allowed to earn override commissions. They will be required to maintain an open-book policy, whereby any commissions earned through the government’s volumes will need to be reimbursed to government.
Although the travel industry has applauded the government’s move towards more transparency and cost containment, it is the ‘knee-jerk’ announcements and measures that have caused friction and frustration.
One travel agent, who spoke on condition of anonymity, explained that it could take several months before the provincial departments appointed TMCs under the new tender. In the meantime, non-commissionable rates are being applied by government departments while TMCs have not been able to adjust their service fees, leading to unsustainable practices. One casualty of this was Magic Travel, an agency that went into liquidation a few months ago, according to this agent.
Air travel In a bid to curb costs, Treasury also negotiated upfront discounts for flights as well as accommodation rates. All government departments are requested to use these agreements to assist in their cost containment measures. They are, however, encouraged to negotiate lower rates with their suppliers.
One government buyer, who spoke on condition of
anonymity, told Travel Buyer: “Treasury has negotiated with major airlines and hotel groups for the best possible rate. We should not be negotiating with suppliers directly any more, although it doesn’t stop us from getting a better rate. We can also enter agreements with low-cost carriers.”
Treasury has negotiated rates with two carriers, SAA and BA Comair, for domestic travel. For SAA, discounts range from 5%
in L class to 30% in Y class for Economy, and 10% in D class and 26% in C class for Business. For Comair, discounts range from 10% in O and Q class up to 25% in Y class for Economy, and
20% in J class for Business. For domestic air arrangements, TMCs have to obtain quotes from both SAA and Comair as well as LCCs.
Brian Kitchin, Comair’s executive manager: sales, had previously said Comair was very pleased and excited about the prospects of the new regulations, as it would level the playing field when it came to government business, and could even increase Comair’s business with government. Kitchin explained that Comair had filed new deals for both national and provincial departments in order to reflect the nett fares. “These fares are based on the deals initially agreed to with National Treasury,” he said.
AccommodationFor accommodation providers, National Treasury has negotiated maximum allowable rates with four hotel groups: Premier Hotels
Govt’s new measures: the aftershockGovernment’s new national travel policy framework continues to cause shockwaves throughout the industry, with major effects being felt by suppliers, TMCs and government travel managers alike. Travel Buyer investigates the latest developments.
Brian Kitchin, executive manager of sales, Comair
Clifford Ross, chief executive, City Lodge Hotel Group
Monique Swart, founder, Abta
Every Tom, Dick and Harry knows what
the maximum rates are and are adjusting
their rates to this maximum.
September 2016 • TRAVEL BUYER 11
and Resorts, Protea Hotels, City Lodge Hotel Group and Tsogo Sun.
A government circular was distributed, which outlines the new maximum rates allowed to be charged by accommodation providers in line with the star grading of the establishment and the services provided (i.e. room only, B&B or DBB). This effectively resulted in the rates for one- and two-star, as well as some of the rates in three- and four-star categories being capped below the previous R1 300 government spending limit. However, the DBB rate for three star, B&B and DBB rate for four-star and the five-star rate maximums are higher than the previous R1 300 cost limit.
TMCs are required to obtain quotes from at least four hotels to maintain healthy competition. For B&B rates, a four-star hotel can ask R1 350pppn, while a one-star property is limited to R710pppn. A four-star B&B or guesthouse can charge government officials R600pppn, while a one-star B&B can ask R180pppn.
Requesting at least four quotes for hotels and two quotes for air travel is just not feasible, according to the travel industry. One travel agent said: “The government has gone out and given the guesthouses nice increases on the maximum they are willing to pay. But, they’ve increased the job of the TMC by asking them to submit more quotes. Now, a transaction that used to take one minute will take five minutes. So, we need to employ more staff but, by taking away overrides, they’ve taken away our ability to pay our staff. The TMCs are in a corner.”
The industry also fears that the new measures could actually see government officials pay more for their accommodation than they previously did, as the previously negotiated rates and value-adds have fallen away since the negotiation of the Treasury-imposed ‘discounted’ rates. They say these rates
are often also higher than the previous rates accommodation establishments charged. “Every Tom, Dick and Harry knows what the maximum rates are and are adjusting their rates to this maximum,” a travel agent told us.
However, Clifford Ross, chief executive of City Lodge Hotel Group, denies this is the case. He says: “The City Lodge Hotel Group did increase rates, given the fact that the R1 300 limit was in place for a period of two years without any rate increases and that these rates were all inclusive.”
According to Ross, the new regulations allow for more transparency in the rates being charged, and cater for the varying star grades. “They ensure uniform rates are being charged, but allow for flexibility within the limits by only setting the maximum cap and also cater for B&B and DBB.”
Ross admits that the process to implement the policy across all spheres of government has taken some time to roll out, with little engagement with the industry since the implementation. However, he says he believes this is a positive step as rates will now be transparent for all government departments (national, provincial and local) on a centralised database.
“The rate package you see is the rate package that you pay for,” he says, adding that this transparency will hopefully result in quicker payment from government to the industry on bill-backs to the TMCs, as all three parties (government, TMCs and hotels) will know exactly what rate is being charged.
“It works quite well,” says the government travel buyer. The only issue, according to the travel buyer, is that there seems to be some challenges with the
implementation of the new rates. “The issue we are having is that hotels need to come on board and apply these rates. We found that this hadn’t been the case. Maybe it’s the transition period?”
ComplianceTreasury admits that the travel industry has been experiencing challenges such as unapproved orders, late and non-payments, last-minute changes to travel arrangements as well as erratic and last-minute requests. The new regulations are expected to address these issues.
One travel agent, who spoke on condition of anonymity, said: “We agree with what they’re doing; it’s important to clean up the process and ensure transparency. But the process and the way they are going about it is amateurish. The Treasury is good at directives; they are falling short when it comes to taking into consideration behavioural change.”
Monique Swart, Abta founder, says government has for too
long ignored some key issues with regard to its travel policy. “Due to its erratic and often uninformed buying and travelling behaviour, the government
has opened itself up to what it now sees as ‘questionable practices’, both internally and externally. This has now sadly led to some knee-jerk decisions in my opinion, which are impacting many parties negatively,” she says.
According to Swart, compliance will remain an issue across the line, unless there are practical ways of holding non-compliance accountable. “Where there is a will, there is a way, and all I really foresee is that those that insist on being non-
compliant will just find cleverer ways to do so.”
The biggest issue, according to the government travel buyer, is the seven-day advance booking rule. Government travel is often unplanned, with ministers having to leave at the last minute. The new policy requires travel buyers to request an authorisation and they need to prove why they need to deviate from the rules. This needs to be done prior to travel, which is just not feasible.
According to Swart, government needs to have some experts within its travel and procurement departments that have a keen and evolved understanding of how to run a travel programme, engage stakeholders effectively and influence behaviour. “This certainly has not seemed to be the case up until this point.”
Will the private sector follow suit? According to the travel agent, by negotiating nett rates with suppliers, the government has created the impression that paying commissions or overrides to TMCs is “not good”. As a result, the private sector has started going down the same path.
Swart explains that private companies have been seeking full transparency for many years. “Transparency and just how much should be required before it becomes ridiculous has been a hot topic for many years,” she says, adding that it ultimately all comes back to the issues of trust between the client and their suppliers. “If the client doesn’t understand what value they are getting for what they are being charged and whether what they are being charged is ‘fair’ for what they are getting, they will resort to insisting on transparency with the hope that it will give them a better understanding of what they are getting.” g
We agree with what they’re doing; it’s
important to clean up the process and
ensure transparency.
12 September 2016 • TRAVEL BUYER
Each month Travel Buyer brings you highlights from Travel and Meetings Buyer, our daily publication for local corporate travel and meetings managers. See www.tam.co.za for the fully interactive website.
Meetings
Six Mauritius teambuilding ideasAre you thinking about heading off to the island paradise of Mauritius for your next meeting, conference or event? Liesl Venter rounds up some of the best ideas for teambuilding and networking on the island.
6. The fun bikeThis is one of the newer activities on the island, says Kathy Basson, groups and incentives sales manager at The Holiday Factory. It is a unique bike that comes in the shape of a wagon with 14 seats and pedals. All seats face each other with a long table in the middle acting as a bar area. For more information, call The Holiday Factory on +27 (0)11 233 2300.
1. The Fun DriveHeading off the beaten track and getting acquainted with the local people, their traditions and lifestyle is a must-do activity, says Hermina Sennelo, sales and marketing manager for Mauritius Incentive Connection (MIC). This activity takes participants on a series of adventures across the island, involving maps, clues, questions and answers, with an emphasis on teamwork to overcome the various challenges set. For more information, contact Fun Drive and Racing at [email protected].
5. MasterChefMauritius offers an exciting variety of exotic culinary delights that can be experienced through a play on the popular television series, MasterChef. Teams work together not only cooking and preparing local dishes, but also interacting with local merchants to purchase the necessary ingredients. This culinary experience gives participants the opportunity to discover some of the local spices, herbs and vegetables. For more information on this teambuilding option, contact MIC on [email protected].
4. Rafting challengesSun, sand and water are central to this destination and rafting offers participants all of that and more. Sennelo says: “Participants are grouped into teams that design and construct a raft that has to stand the test of time and stay afloat in a fun water obstacle course. To build their raft, participants have to buy the necessary items from the local bazaar.”
3. CanyoningThe spectacular canyons on the island make for great teambuilding for more adventurous groups. The activity can be adapted to suit the needs of any particular group and their fitness levels. Offered at a variety of sites across the island, canyoning can include hiking, swimming, jumping in rivers and abseiling down rock faces – even through waterfalls at times. For more information on canyoning, rafting, hiking and rock climbing in Mauritius, contact Vertical World at [email protected].
2. Beach gamesWhat better place to spend the day than on one of Mauritius’s pristine beaches? At Long Beach Golf and Spa Resort, beach games ensure visitors do exactly that. This teambuilding exercise involves a variety of activities that teams compete in, such as beach volleyball, tug of war, sandcastle building and even paddling races. A variety of water sports can also be included in the event, all aimed at building team spirit and getting participants to work together. Options of lunch on the beach or a buffet at the resort restaurant can be included in tailor-made packages. For more information, contact the hotel directly at [email protected].
September 2016 • TRAVEL BUYER 13TB2101SD
Shangri-La Le Touessrok Resort & SpaAfter an extensive six-month renovation, Shangri-La’s reinvigorated Le Touessrok Resort and Spa opened its doors to the public in late 2015. This iconic five-star resort on the east coast of Mauritius in one of the island’s most spectacular bays, offers three villas and 200 guestrooms and suites, all with sea views.
The conferencing venue offers a variety of elegant meeting spaces and beautiful outdoor locations to suit every occasion. Unique to the resort is the little island paradise of Ilot Mangénie, which is exclusive to Shangri-La guests and can easily be incorporated into events.
All the conference and function
rooms feature state-of-the-art audiovisual equipment. With the ability to cater for groups both large and small, two banquet and conference rooms are available and can be configured in various styles. The hotel also boasts several restaurants and bars.
Constance Belle Mare Plage HotelAfter closing for renovations in June this year, the hotel recently reopened its doors. Situated on the east coast, the resort offers 256 rooms and seven restaurants while its two golf courses are a favourite attraction for corporates. Ideally positioned on one of the best beaches in Mauritius, the hotel has a fully air-conditioned conference
room hosting up to 100 delegates theatre style with a separate terrace available for tea and coffee breaks.
Maradiva Villas Resort & SpaThis resort is currently undergoing an extensive soft refurbishment programme for all its 65 villas. The upgrade includes luxurious new textiles and fabrics throughout the hotel, improved lighting as well as new bathroom amenities and furniture. The resort will remain open throughout the upgrades.
The conference room, which can easily accommodate up to 40 people in theatre style, is the perfect setting to create the most productive and inspiring business
environment, whether it is a small board meeting, a seminar, an incentive meeting, a brainstorming session, a team-building or a corporate event. A business centre is also attached to the conference room.
Ravenala AttitudeA conference hotel in every sense of the word and undoubtedly the new kid on the block, the new Ravenala Attitude opened its doors in October last year. Formerly known as La Plantation Resort, the hotel has undergone an extensive refurbishment. Situated on the north-west coast, it has 272 rooms, 10 restaurants and seven meeting rooms, along with a plenary room that can easily accommodate up to 800 guests in a variety of styles.
The latest Mauritius upgrades and rebuildsDespite stiff competition, Mauritius remains one of the most sought-after Indian island destinations, which means ongoing refurbishments and renovations. We take a look at some of the latest developments.
14 September 2016 • TRAVEL BUYER
Each month Travel Buyer brings you highlights from Travel and Meetings Buyer, our daily publication for local corporate travel and meetings managers. See www.tam.co.za for the fully interactive website.
Meetings
“NOW this is interesting,” says the organiser when I call and ask what it is about venues
that drives her crazy. “How much time do you have?” On the other side, the venue person is obviously rolling her eyes when she takes my call. “Don’t even get me started!”
From the get-go it’s clear that when it comes to planners and venues, it’s one of those love-hate relationships - but somehow it works. They frustrate each other senseless, the relationships are tense, downright dysfunctional at times but when it comes together, they can pull off spectacular events.
“For the most part we mange venues as part of a team of suppliers,” explains a PCO. “It has to be managed like all things and it can be done. Venues and PCOs have their moments, but they do deliver the goods to the client more often than not.” What drives him crazy, he says, is when scheduled renovations that will impact his event are not communicated in advance, despite requests for such information. “You did not think it necessary to tell me that the terrace is under construction for the ‘cocktails on the terrace’ event I am planning?” he says.
“Or letting staff who have never worked on a conference host a site inspection,” says another PCO. “I hate it when the person doing the site inspection has no idea what kind of conference or event they are pitching. They should do their research before the inspection.” Or even worse, says another organiser. “They hand out maps at the end of the inspection. Please hand them out at the start of the site visit as it helps with orientation.”
Another PCO says nothing gets
her riled up more than inefficient venue staff. “If your coordinator at the venue is not competent this can damage your event or conference. It goes without saying that having competent staff ensures that attention is given to detail. Successful events are all about detail.”
Train staff and train them well, is the advice from PCOs to venues. “Some venues do not train banquet waiters properly, for example. Waiters who serve finger food should know what they are serving. And sometimes the food labels on the buffet tables do not match the actual offering,” says a PCO. “Events and conferences are experiences. Sell us just that – services, extras, amenities, food, beverages - not just a room.”
Speak to a PCO about venues and cost quickly enters the conversation. “Hidden costs can be annoying especially when these are not communicated properly,” says one. “Or venues that expect a commission or fee from the suppliers that work
within the venues. This makes the services that are brought in more costly and not market related. The venues are already making revenue on venue rental, parking, catering and other in-house services and should not be piggy backing on suppliers. I think it’s unethical.”
Venues hit back“Just to clarify,” says one venue I speak to, “there are great PCOs who deserve the title. Unfortunately, there are also a plethora of ‘fly by nights’ and unprofessional organisers who provide nothing more than a venue finding or ‘party planning’ service who call themselves PCOs.”
Most venues agree that nothing is more infuriating than when an organiser asks to provisionally hold every single quotation sent and then never comes back to advise whether the event is going ahead or the booking can be released.
“Or when they are only getting
half the client’s brief which more often than not results in us having to re-quote again and again as they get their info in dribs and drabs,” says another venue.
“It’s when they don’t properly understand the strategy and objective that the client wants to achieve and are not sourcing and delivering suitable products and services. It’s not the venue’s fault,” explains a top venue in the country. “At the same time not understanding the venue they have chosen is just as difficult. PCOs have to understand the venue’s limitations and pushing these limitations and expecting a venue to just make a plan makes it extremely difficult to provide a top service.”
Soon the conversation also turns to cost. “They don’t share their budget, bring in their own suppliers or service providers without properly informing the venues and they are always asking for discounts.”
Venues say without disclosing the actual budget it is near impossible for them to ascertain how to deliver maximum value to the end client within that budget.
“And on top of that they expect the venue to handle all logistics pertaining to the event, even those not venue related, without a proper briefing or programme.” Says one venue, “We have had incidents where the planner is not even present at the actual event, meaning we have to take responsibility for the arrangements they have made and provide support to the client.”
But, say the venues and the PCOs alike, it’s the ‘panickers’ that drive them up all up the wall most. Just keep calm and carry on. It’s the nature of the game after all.
The things PCOs do that drive venues crazyVenues are as indispensable to events as planners themselves. But seeing eye to eye is not easy. Liesl Venter set out to understand this complex relationship and see what it is about PCOs that drives venues up the wall and vice versa.
16 September 2016 • TRAVEL BUYER
Premium class
A IRLINES and agents are seeing strong demand for first, business and premium economy
flights. In a survey run on Travel Buyer’s
sister publication, eTNW, 61 of the 114 travel agents surveyed said more of their clients were choosing to fly first, business and/or premium economy class. Premium economy was especially popular, said respondents.
“I have seen an increase in clients booking premium economy class as they get more reward miles and they still enjoy good fares,” one agent said.
Travellers flying long-haul routes, particularly business travellers, also enjoyed arriving at their destination well rested and were therefore willing to pay the price, agents agreed.
Airlines have also seen more travellers opting for the higher classes.
Darrin Thomas, manager of marketing and communications for Virgin Atlantic Airways in South Africa, said he had seen increased uptake in both Virgin’s Upper Class (business) and premium economy, and that both cabins were often full.
Singapore Airlines market development manager, Sally George, agrees that there has been an increase in demand in business-class travel. “There is great demand for business class, particularly over the weekend departures.”
Jimmy Eichelgruen, Delta Air Lines sales director for Africa, Middle East and India, says the Delta One (business class) cabin is always in high demand on Delta’s Johannesburg route – the longest route on the airline’s network.
More bang for our buck please On the other hand, some agents say while clients are still travelling in premium class, they feel value for money is not as evident in premium class as it was in the past.
“Value for money is not what it used to be – and in these tough economic times, airlines must remember that clients want what they pay for,” says one agent.
Eichelgruen says it is understandable that customers want more for their money when flying premium class and paying
the associated fares. “As such, Delta has invested heavily in its Delta One product to ensure our premium customers have a quality experience.”
Quality experience is achieved through Delta’s collaboration with respected global brands such as Westin Heavenly Bedding by Westin Hotels and Resorts and the airline’s amenity kits, which are made by TUMI and have recently begun featuring products by Kiehl’s, he adds.
Air Mauritius sales and marketing manager, Wouter Nel, says the Mauritian flag carrier offers business-class passengers a premium experience at very competitive, all-inclusive rates. “Additionally, our last-minute business-class upgrade offering affords all passengers the luxury of an upgrade for a nominal fee on the day of departure.”
Tlali Tlali, spokesperson for SAA, told Travel Buyer the national carrier’s offering was based on a cost structure that sought to strike a balance between cost and what the customer wanted to pay for. The nature of SAA’s service is intended to meet some of these demands, says Tlali.
Corporates value comfort over cost
Despite the economic downturn, airlines are reporting growth in ticket sales for premium classes. Darise Foster investigates.
A IR France’s new La Première cabin offers passengers a ‘designer suite’ that
promises total privacy. Found on board the
airline’s Boeing 777s, each suite is dressed with thick curtains, held back with leather tiebacks enabling the passenger to decide whether to be totally or partially isolated.
The La Première seat turns into a fully flat bed over two metres long, and guests can enjoy entertainment on their own 61cm HD touch screen, one of the largest offered on board.
When the passenger is ready to sleep, a crew member installs a mattress on the seat for further comfort and passengers are given a fluffy pillow and duvet.
Passengers in this cabin are also offered a brand-new, unisex sleep suit in high-quality cotton, as well as slippers, socks, a shoehorn and a shoe bag. Passengers can take them with them after their trip to wear at home.
La Première cabin offers unique luxury
PHO
TO: A
IR F
RAN
CE
18 September 2016 • TRAVEL BUYER
Premium class
TRAVELLERS flying premium class want more choice, more comfort and more ancillary services, agents agree.
Airlines say they are responding to these demands in a way that still offers value for money.
According to Tlali Tlali, SAA has taken note of the request by premium class passengers to have privacy and easily accessible aisles. “Product improvement and service offering are some of the areas SAA is constantly looking at in order to enhance its premium customer experience on board,” he says.
Says Martin Modarelli, commercial director for the UK, Nordic Countries and Africa at LATAM Airlines: “We believe offering value for money across all cabin classes is important, and each class has a role to play in the travel experience.”
“Travellers have different expectations and needs, such as the ability to work on the move but also the opportunity to get some rest while travelling, and our focus
is on meeting as many of these needs as possible,” he says.
More leg-room a must In response to a survey run by Travel Buyer’s sister publication, eTNW, 34 of the 114 respondents said leg-room and flat beds were the primary demands for their clients. A further 20 agents said their clients wanted more personal attention when flying premium
class. “We’ve noticed
that premium passengers want personalised service, such as senior pursers introducing themselves. They want to be treated like a valued customer and receive that recognition. They
prefer seamless travel experiences and whenever there are changes to the schedule that could affect their journey, they would like to be personally alerted or notified,” says Tlali.
In response to this, SAA addresses many of its passengers personally, with a full account
of what to expect on board, he says. Ancillary services and an extended duty-free offering that is available online and accompanied by delivery on board at their seats are also offered to the airline’s premium passengers.
According to Wouter Nel, Air Mauritius has responded to these demands by offering business-class passengers cocoon-style lie-flat seats on its A330 and A340 aircraft, as well as personalised cabin services.
“Air Mauritius is known for its dedicated service and Mauritian hospitality, which has earned us a four-star Skytrax rating,” Nel says. “All passengers experience our personal service and Mauritian touch.”
LATAM Airlines has also prioritised leg-room in its premium cabins. “The 2-2-2 configuration in our business class creates a feeling of space in our cabin, and allows passengers to choose between privacy or sharing with a partner,” says Modarelli.
While fully flat-bed seats are becoming standard, Jimmy Eichelgruen says Delta offers direct aisle access to every person in the cabin flying between Johannesburg and Atlanta, enabling them to walk around at their leisure without disturbing their neighbour.
Dedicated service Agents also say their clients enjoy dedicated check-in counters and priority boarding.
Virgin Atlantic has responded to this by introducing dedicated bag drops and check-in counters for premium passengers, as well as priority boarding.
“Additionally, our premium economy main meal experience has been upgraded, making it feel much more like a restaurant rather than an airline,” says Darrin Thomas of Virgin Atlantic.
P AULA Martini, owner and consultant at Travel Dynamics shares her top tips for extending
the premium experience beyond flights and into the airport while transiting.
• Minimum connecting times set by airports and allowed by airlines don’t always mean they are acceptable. Many European airlines offer a one-hour connection through Frankfurt, Paris and Zurich. This is not sufficient. Consider alternatives, because weather and delays can happen and clients could be left stranded or having to get another flight.
• Many airlines offer free stop-over hotels, for example
Air Mauritius and Ethiopian Airlines.
• An important thing to remember when connecting
through Ethiopia with Ethiopian Airlines is that free visas are only given to transferring passengers. If your client changes their flight and has a voluntary stop in Addis Ababa, they will need to cover the cost of their visa.
• Many airports offer arrival and departure lounges that can be booked online. Corporates with American Express or Diners Cards may qualify for free entry.
• Remember to always check transit visa requirements, especially for the UK.
• When a traveller has a long stop-over, it is always better to offer a hotel close to the airport as this alleviates any stress from traffic when
returning to the airport, depending on the length of the stop-over.
• There is a simple rule for connecting flights: separate tickets mean separate check-in. One ticket means one check-in when travelling to your final destination. Sometimes a separate ticket only saves you R1 000 but then the traveller loses their international baggage allowance and they have to check in twice.
• If there has been a delay on a flight and the traveller has an onward connection issued on one ticket, it is the airline’s responsibility to assist the passengers with a hotel, meal voucher or even toiletries.
What do clients want?
Top tips to deliver that ‘premium touch’
Wouter Nel, sales & marketing manager, Air Mauritius
Paula Martini, owner, Travel Dynamcs
Travellers have different expectations
and needs, such as the ability to work
on the move but also the opportunity to
get some rest while travelling.
Enjoy comfort and style that’s on a league of its own aboard our Cloud Nine - Business class
every day we seethe rewardsof success
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COME SEETHE WORLDAS WE SEE IT
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20 September 2016 • TRAVEL BUYER
First ClassAirline Aircraft Seat width (cm) Seat pitch (cm) Recline Seats Configuration
Air France A380 (JNB)B777-300 (JNB)
6158
200No seat in front
Flat bedFlat bed
94
1-2-11-1-1-1
British Airways A380 (JNB)B747-400 (CPT winter)B777 (CPT seasonal)
575381
229198216
Flat bed Flat bedFlat bed
141414
1-2-11-1 and 1-2-11-2-1
Emirates B777-300ER (JNB & CPT)A380-800 (JNB)
5853
214208
Flat bedPrivate suite
1214
2-2-21-2-1
Lufthansa B747-800 (JNB-FRA)A340-600 (CPT-MUC)
7978
208213
Flat bedFlat bed
88
1-2-11-2-1
SWISS A340-300 56 208 Flat bed 8 1-2-1
Business ClassAirline Aircraft Seat width (cm) Seat pitch (cm) Recline Seats Configuration
Air France A380 (JNB)B777-200 (CPT seasonal)B777-300 (JNB)
535372
152152106
Flat bed Flat bed Flat bed
80 3538
2-2-2 2-3-21-2-1
Air Mauritius A340-300A330-200A319-100
666644
15215297
Flat bed Flat bed
10°
342416
2-2-22-2-22-2
Air Namibia A330-200A319-100
46 53
191137
Flat bed160°
3016
2-2-22-2
Air Seychelles A330A320
5351
208124
Flat bed65°
1816
2-2-22-2
Arik Air A340-500A330-200B737-800
515148
191191112
Flat bedFlat bedRecline
3630
16-20
2-2-22-2-22-2
British Airways A380 (JNB)
B747-400 (CPT winter)
B777 (CPT seasonal)
64
51
54
183
185
185
Flat bed
Flat bed
Flat bed
44-53
52-70
56
Main deck 2-4-2Upper deck 2-3-2Main deck 2-4-2Upper deck 2-2 2-4-2
Cathay Pacific B777-300 53 - Flat bed 40 1-2-1
Delta Air Lines B777LR 53 152 Flat bed 37 1-2-1
EgyptAir A330-243A330-300
5151
148152
39cmAngled flat bed
2436
2-2-22-2-2
El Al B767 and B767ER 51 152 165° 24 2-2-2
Emirates B777-300ER (JNB, DUR, CPT) A380-800 (JNB)
52
46
183
109
Flat bed
Flat bed
42
76
2-3-2
1-2-1
Ethiopian Airlines
B787 B777A350
585363
165165155
Flat bedFlat bedFlat bed
24 2730
2-2-22-2-22-2-2
Etihad A330-200B787-900 (JNB)
5122
185 185
Flat bedFlat bed
2228
1-2-11-2-1
Kenya Airways B737-300B737-700B737-800
515152
102102119
19cm25cm33cm
161616
2-22-22-2
September 2016 • TRAVEL BUYER 21
Airline Aircraft Seat width (cm) Seat pitch (cm) Recline Seats Configuration
KLM B777-200 (JNB and CPT)B787-900 (CPT seasonal)
5858
160106
Flat bedFlat bed
3430
2-2-21-2-1
LATAM B767-900 51 188 Flat bed 30 2-2-2
Lufthansa B747-800 (JNB-FRA)A340-600 (CPT-MUC)A340-300 (CPT-FRA)
525252
163 163163
Flat bed Flat bed Flat bed
805630
2-2-2 2-2-22-2-2
Qantas B747-400 55 203 Flat sky bed 56 Main deck 2-3-2Upper deck 2-2
Qatar Airways B787-788 76 203 Flat bed 22 1-2-1
RwandAir B737-800NGB737-700NG
5050
13094
18cm13cm
1612
2-22-2
SAA A340-600A340-300EA330-200A320B737-800A319
636363534549
183183183989090
Flat bedFlat bedFlat bed18cm10cm10cm
423836243225
2-2-22-2-22-2-22-22-32-3
Singapore Airlines
B777-200ER (CPT via JNB)A350-900 (JNB)
7671
130130
Flat bedFlat bed
2642
1-2-11-2-1
SWISS A340-300 52 200 Flat bed 47 Angled layout 1-2-1/2-2-1
Turkish Airlines A330-300 56 198 Flat bed 28 2-2-2
Virgin Atlantic B787-900 56 212 Flat bed 31 Herringbone angled layout 1-1-1
Premium EconomyAirline Aircraft Seat width (cm) Seat pitch (cm) Recline Seats Configuration
Air Austral B737-800 NG 44 89 115° 18 2-2
Air France A380 (JNB)B777-200 (CPT seasonal) B777-300 (JNB)
484848
979797
123°123°123°
383828
2-4-22-4-22-4-2
British Airways A380 (JNB)B747-400 (CPT winter)B777 (CPT seasonal)
474747
979797
20cm18cm18cm
563644
2-3-22-4-2 2-4-2
Cathay Pacific B777-300 49 97 20cm 32 2-4-2
Delta Air Lines B777LR 47 89 15cm 36 3-3-3
El Al B767 and B767ER 46 92 32° more than economy class
28 2-3-2
Lufthansa B747-800 (JNB-FRA)A340-300 (CPT-FRA)A340-600 (CPT-MUC)
484848
979797
20cm20cm20cm
322828
2-4-22-3-22-3-2
Qantas B747-400 50 97 23cm 32-40 2-4-2
Singapore Airlines
A350-900 (JNB) 50 97 20cm 24 2-4-2
Virgin Atlantic B787-900 53 97 21cm 35 2-3-2
Disclaimer: Travel Buyer has made every effort to ensure the accuracy of this table but accepts no responsibility for incorrect information supplied by the airlines. Where airlines did not respond to requests for information, details were taken from Travelinfo. g
22 September 2016 • TRAVEL BUYER
Rail travel
Relaxing rail beats airport angstAre South African corporates opting for rail as a more convenient, less stressful option for travelling in Europe? Sue van Winsen speaks to industry experts to find out.
T he spate of terrorist attacks in Europe has resulted in increased security measures across major
airports, sometimes resulting in lengthy delays and, in some cases, high levels of stress and frustration when moving through security and customs. For itineraries that include multiple destinations, train can offer a comfortable, hassle-free alternative, with several operators reporting an increase in business from the South African market.
Annemarie Lexow, sales and marketing manager for Travel Vision says she has noted growth in the European sector in the past month. She says this may be due to the fact that rail travel is “slightly more relaxed” than opting to travel by air.
“You do not have to go through customs in some countries, and in others this is done on board the train,” says Lexow. “Should you cross a border, customs officials board the train and passengers do not have to disembark.” Other benefits include much quicker check-in times than air travel – which means less time wasted.
“You also have the leisure of wake-up calls and breakfast at the time of preference on some of the European overnight train services,” she says.
However, Lexow adds that rail remains a niche product for the South African market, making it very difficult to gauge any growth trends simply by looking at passenger volumes. “South Africans’ perception of rail is based on what they experience in South Africa: either very
expensive or not safe. This is a total misconception in terms of the rail experience in countries like Canada, Australia, Italy, Britain and Peru, to name a few,” she says, adding that rail tends to be more popular with repeat travellers who already have some insight into the logistics of train travel.
While rail is showing growth in popularity, train travel is not immune to security concerns, with the metro being targeted in
the terrorist attacks in Brussels in April.
There are also some other factors that have impacted on train travel. Inge Dobihal, owner of Austria Connection, says that at the height of the refugee influx in Europe, there were some issues with delays, with some stations even being closed for several days. “However, these problems do not exist any more and we have not seen any decrease in the demand for train travel.”
In fact, Dobihal says the positives far outweigh the negatives – not only when comparing it with air travel, but road as well. “Instead of driving a car, you can relax in a comfortable seat or move around along the passage, go the dining car and enjoy a cup of coffee, glass of wine or a meal, while watching the scenery passing by,” she says. “This is especially true for ‘city hoppers’. Most old town city centres in Europe are closed to traffic, so having a car can be more of a burden than a pleasure. Parking is very difficult to find, mostly restricted to a very short time-span and expensive,” she adds.
O ne of the key benefits of rail travel is that it allows passengers to take in the sights and scenery along the way, while easily fitting in multiple
destinations into a single itinerary. Austria Connection’s ‘Austria and Slovenia by Train’ is an interesting route and includes accommodation, train tickets and selected excursions, says Inge Dobihal.
Dobihal provides a summary of the itinerary below:
Days 1 & 2: Salzburg, AustriaFly into Salzburg, or take a train from Munich to Salzburg. This city is renowned for being Mozart’s birthplace, as well as the location for ‘The Sound of Music’. Travellers
can embark on an optional half-day Sound of Music Tour, or explore the scenic Salzkammergut lake district.
Days 3-5: Ljubljana, SloveniaTravel by train through countryside to Ljubljana, the capital of Slovenia. Travellers can explore at leisure. On Day 4, guests will be taken on a half-day tour to Bled to view Lake Bled and Lake Bohinj, while on Day 5, a half-day tour to the Postojna Caves is included.
Day 6: Graz, AustriaIn the morning, depart for another scenic train trip to Austria, stopping in Graz. Here, travellers can learn more about the Middle
Ages through a visit to the Armoury, the world’s biggest collection of medieval arms and weapons.
Days 7 & 8: Vienna, AustriaThe last train trip travels along the Semmering Pass to Vienna. Optional activities include a half-day city tour, or a hop-on, hop-off tour. Travellers can also walk through the old town, stopping for shopping in Kaerntnerstrasse and Graben.
Day 9: DepartureThe Austria and Slovenia by Train itinerary costs €775pps (R11 773) and includes accommodation, breakfast, excursions to Bled and Postojna Caves and train tickets.
Incentive idea: Austria and Slovenia by train
Inge Dobihal, owner, Austria Connection
Annemarie Lexow, sales & marketing manager, Travel Vision
September 2016 • TRAVEL BUYER 23
S ome may argue that there is no more-stylish or elegant way to travel the world than by train. Travel Buyer rounds
up some of the most sought-after, once-in-a-lifetime rail experiences that could make for an exciting incentive opportunity.
The Trans-Siberian RailwayAt almost 10 000km, this Trans-Siberian Railway is the third-longest single continuous service in the world, linking Europe with Asian destinations like China and Japan. The Trans-Siberian Railway is used by locals, and was not designed purely with tourists in mind, but that doesn’t mean it isn’t extremely popular with travellers, as it offers them the chance to view many of the region’s most remote destinations, from the warmth of a comfortable train coach. Passengers are each allocated a flat berth to sleep on, which can be converted into a seat during the day. There are washrooms and toilets, as well as a restaurant car.
Venice Simplon – Orient ExpressThis is one of the world’s most well-known luxury trains, travelling from London to Venice. The overnight journey takes about
24 hours, during which passengers can relax in the vintage carriages, while being served four-course meals, breakfast in bed, and some of the world’s best wines and Champagne. The 1920s and 1930s cabins have been restored to recreate a sense of what it was like to live in the ‘golden age’ of rail travel. The Venice Simplon – Orient Express is operated by Belmond.
The Indian Pacific on The Great Southern RailThe Indian Pacific is the longest stretch of straight railway in the world across the length of Australia. Landscapes shift from the coastline of Perth, through the barren outback all the way to Sydney. The total distance covered is 4 352km, taking three nights and four days. Passengers can choose between Platinum- and Gold-Class cabins, with all meals and drinks included in the fare. Coast-to-coast trips can be booked through Travel Vision, with Sunday departures from August 1, 2016 to March 31, 2017, starting from Perth along Kalgoorlie, Cook, Adelaide, Broken Hill and ending in Sydney.
Kruger on the Blue Train Each year, the iconic Blue Train makes a special routing from
Pretoria to Hoedspruit. In 2017, trips will depart Pretoria on March 17, July 7 and August 11, arriving in Hoedspruit the following day. The return trips will depart on March 18, July 8 and August 12. The option is also available on charter, and sees the Blue Train stop at Hoedspruit station, where passengers will then be transferred to their preferred lodges in and around the Kruger National Park. The one-way journey takes approximately 19 hours, during which guests can enjoy the luxury facilities the Blue Train has to offer, including fine dining, WiFi and on-board entertainment such as movies and music.
The Canadian Rockies on the Rocky MountaineerThe ‘Journey through the Clouds’ gives passengers the chance to view Canada’s spectacular scenery along scenic valleys, the Coastal Mountain Range and the Fraser Canyon while on board the Rocky Mountaineer. The journey takes passengers from Vancouver, through Kamloops and ends in Jasper. This train trip is included in Travel Vision’s seven-night Canadian Sky itinerary. While guests travel by train, they will overnight in hotels in each of the destinations. g
W ith rail not being a common mode of travel for South Africans
locally, some may feel a bit daunted by the different options when it comes to classes and ticket bookings. Austria Connection’s Inge Dobihal offers some useful guidelines. • There is very little
difference between first and second class. The upholstery in first class will be a fraction softer with free additions like a copy of the daily newspaper (in the language of the country you are in) and Internet connectivity, both of which the average tourist does not really need.
• Holding a ticket does not guarantee that you will have a seat, unless you have a separate seat reservation. It may happen, especially in high season, that when you board a train all seats will already be occupied and you may have to stand or sit on your suitcase in the passage. Most of the time, there are always seats available, but school holidays, public holidays and long weekends may be problematic.
• The advantage of holding a ticket without a seat reservation is that you can board any train on that particular route on that day, and often also on any train within the next three days. This gives you the flexibility to decide on the spur of the moment if you want to depart in the morning or perhaps in the afternoon.
• Be aware that in Europe, some trains may split halfway, with one section going to one destination, and the other section going somewhere else. This is usually signposted, but if in doubt, ask the conductor.
5 bucket-listrail incentive options
ThREE top tips for train travel
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24 September 2016 • TRAVEL BUYER
Deal Detective
Linda van der Pol, Travelinfo’s editor, is our Deal Detective, bringing you great specials from Travelinfo, the online travel information system in daily use by travel agents all over SA. To get connected, e-mail [email protected].
1. MpumalangaBlue Elephant Safaris. Pay for two nights and stay for three at Nkomazi Game Reserve from R4 640pp sharing. Offer includes three nights’ accommodation with breakfast, lunch and dinner daily, two game drives daily, guided walks, tea, coffee and water, and game drive beverages. Valid until September 30.
2. ZambiaDreams. Zambia packages are available from R6 470pp sharing. Deal includes return flights from Johannesburg to Livingstone, return transfers in Livingstone, three nights’ accommodation at the four-star David Livingstone Safari Lodge and Spa in a standard double room with breakfast daily, two dinners, a sunset cruise on the Lady Livingstone, four days’ travel insurance and a complimentary daily shuttle to the Victoria Falls and Livingstone Museum (entrance fee not included). Rate excludes taxes of approximates R3 974pp and US$10pp per activity park fee. Available to South African residents only. Valid for travel until December 15 (last check-out date).
3. JohannesburgSouthern Sun Hyde Park. Business packages cost R1 960 per room per night. Offer includes breakfast, laundry and complimentary parking and late check-out. Valid for stays until November 30.
4. Scandinavia and RussiaDiscover the World. Princess Cruises special from R34 499pp sharing. Offer includes return flights from Johannesburg to Copenhagen on Emirates Airline, return airport-pier transport on arrival and departure in Copenhagen, 11 nights on board the Regal Princess, breakfast, lunch and dinner daily, entertainment and approximate taxes. Itinerary: Copenhagen-Oslo-Berlin-Tallin-St Petersburg-Helsinki-Stockholm-Copenhagen. Set departure April 30, 2017.
5. NamibiaFalcon Africa Safaris. Package is R7 650pp sharing. Offer includes return flights from Johannesburg to Walvis Bay, approximate taxes, three nights’ accommodation in Swakopmund and breakfast daily. Valid for travel until October 31.
6. ZanzibarCheckout Tours. Seven-night packages are available from R9 510pp sharing. Rate includes return economy flights from Johannesburg, approximate taxes, return transfers and accommodation at the three-star Coral Rock Hotel with breakfast daily. Valid for travel from September 1 to November 30.
7. GreeceDream Kist Tours. Visit Greece from R10 069pp sharing. Offer
includes all transfers and ferry tickets in economy class and five nights’ accommodation. Spend three nights in an Athens city hotel with breakfast daily and two nights in a Mykonos hotel with breakfast daily. Deal excludes international flights. Valid from September 16-30.
8. KwaZulu NatalFairmont Zimbali Lodge. Winter warmer rates are from R995pp sharing. Offer includes one night’s accommodation with breakfast at Thandi Restaurant. Valid for travel until September 30.
10. SandtonThe Maslow Hotel. Special occasion rates are from R2 343 per room per night. Offer includes one night’s accommodation with breakfast for two adults, a bottle of champagne, chocolates, strawberries and cream. Offer is available on weekends only. Valid for stays until December 31. g
DISCLAIMER: All specials are subject to availability, currency fluctuations and seasonal surcharges.
Top 10 specials
9. USAQantas Airways. Special fares to the United States from Cape Town, Durban and Johannesburg. Departing Johannesburg to Los Angeles from R11 930. Departing Durban or Cape Town from R12 930. Rates include fuel surcharge but exclude airport taxes. Valid for travel until December 6.
