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Unraveling the Mystery behind the Failure of Germany’s Unister Group following Founder’s Death

The first indication outside of Germany that something was terribly wrong with the Leipzig-based Unister Group was the shutdown of its online travel agency Travel24 in France. The announcement by Unister, which has 40 sites covering a range of businesses including travel—its portfolio also included Ab-in-den-urlaub.de, Fluege.de, Hotelreservierung.de, Reisen.de, U-deals and Urlaubs Tours—may have closed out a short but controversial history for the company, which was founded in by 24-year-old internet entrepreneur and CEO Thomas Wagner in 2002 and seems to have ended with, some believe, the strangely coincidental death of Wagner in the July 14th crash of a small plane carrying him and three others in western Slovenia.

In between, the news coverage of the Unister collapse appears to have had as much to do with the company’s edgy financial activities as it did with its dramatic growth. At the time of Wagner’s death, it had 1,100 employees—down from a high of 1,670 employees in 2010. The Inbound Report has sketched together the following timeline of the demise of Wagner and Unister from various accounts.

 —In 2010 and 2011, there is “the suspicion” that the company used automated feigned contact requests and so customers may have been lured into subscriptions Partnersuche.de with fictitious profiles.

 —In 2011, Unister begins negotiations with contractors to build a new high-rise headquarters for the company in Leipzig.

—In 2012, Thomas Wagner is suspected of tax evasion as a result of the illegal insurance sales.

—In a December 21, 2012 article in the Frankfurter Allgemeine Zeitung, Wagner, in response to a question that asked about the company’s reputation for not being on time, said “In the past, many projects (were) set up in parallel. Of course, there is the possibility of errors. We learn from it and improve ourselves constantly.”

—In 2013, Unister is accused of fraudulent sale of 60,000 Lufthansa tickets.

—Since 2014, Unister begins seeking a buyer.

—In July 2015, the company announces a restructuring which leads to the elimination of some 200 jobs.

—As Unister’s financial situation worsened this year, Wagner began to look for investors to help him save it. Then, according to a sourced account in Wikipedia, “Before his death … he went to a so-called Rip Deal with 1.2 million euros whose origin remains unexplained or is assumed to have access to employee accounts. He met in Venice with Levi Vass, an alleged diamond dealers from Israel, from which he got converted 12 million euros in a suitcase. According to media information, he noticed only on the return trip to the airport that only the top notes were genuine.” Wagner wanted to stay in Venice and report the matter to law enforcement officials. Then, on that morning, July 14th, on the way to Leipzig, his plane crashed.

 —On July 18, Unister declares its insolvency. Within days, three of its websites had shut down.

 In the words of the German travel trade publication FVW, “The rapid and dramatic events at the Leipzig-based company have shocked the German tourism industry and raised questions about the future of its larger tourism portals, which sell holidays, flights and other travel products on a commission basis. … Unister’s finances have frequently been the subject of speculation and the company publishes very few official figures. The holding company was apparently unprofitable, mostly due to losses at non-travel businesses, but the core travel business makes a small profit.”

 

What is Near-Term Outlook for Inbound Travel?

The latest U.S. Travel Association’s Travel Trends Index (TTI) predicts restrained international inbound travel growth for the remainder of 2016, due in part to the fallout from Britain’s decision to leave the European Union (EU). The index also reflected a small spike in international inbound travel in June. This somewhat defied expectations as the summer travel season began, outpacing domestic travel for the first time in 13 months. International inbound travel had been stagnant for months, with variables such as the strong U.S. dollar weighing on travel from previously robust markets, especially Canada.

So much for the June uptick. According to the TTI’s Leading Travel Index (LTI), a variety of factors point to renewed sluggishness in international travel growth throughout the remainder of 2016—among them the global market’s unfolding reaction to the June 23 Brexit vote to withdraw from the EU and the problems already presented by the continued strength of the dollar.

The June Current Travel Index (CTI) registered at 51.6, on par with the 6-month moving average of 51.6 (numbers above 50 indicate growth, and scores below 50 show contraction). The travel industry at large remains in expansion mode, as the CTI has registered above the 50 mark for 78 straight months.

In the full TTI report, the 3- and 6-month LTI readings of 50.9 and 50.7, respectively, indicate that U.S. travel overall is expected to grow at a rate of around 1.6 percent through December 2016.

A Note on Methodology: The TTI consists of the Current Travel Index (CTI), which measures the number of person-trips involving hotel stays and/or flights each month, and the Leading Travel Index (LTI), which measures the likely average pace and direction of business and leisure travel, both domestic and international inbound. It assigns a numeric score to every travel segment it examines—domestic and international, leisure and business—in current, 3-month and 6-month predictive indicators. As with many indices similarly measuring industry performance, a score above 50 indicates growth, and a score below 50 indicates contraction.

 

International Marketing Takeaways from Convention of a “Brand New” DMAI

The Destination Marketing Association International (DMAI) held its 2016 annual convention Aug. 1-3 in Minneapolis, and change was in the air. This year’s convention theme— “It’s a Brand New Day”—was meant to convey a rebranding of the vision created by a mostly new team of senior executives recruited by new CEO Don Welsh, who left his job as president and CEO of Choose Chicago to join DMAI earlier this year after Chicago Mayor Rahm Emanuel waffled on the matter of renewing Welsh’s contract and the Illinois State Legislature froze $7 million in tourism funding for Choose Chicago.

Within two weeks of joining DMAI, Welsh fired 75 percent of the association’s senior staff. The new team—several of whom worked for Welsh in Chicago—formulated the convention program in just three months with a blend of content that was generally acclaimed for its variety and relevance. One could sense the welcome felt toward Welsh and his team by a travel and tourism industry segment that constantly under siege from funding sources over accountability and relevance in an era where hoteliers have a variety of other channels to generate bookings and the sharing economy is forcing them to choose between consumer preference and members who see it as an existential threat. Below are some highlighted points from presentations by Carolyn Beteta, president and CEO of Visit California, and Chris Thompson, president and CEO of Brand USA that dealt with the international travel market and global travel trends.

Caroline Beteta:

—In recent years, the number of travelers from China to California grew 890 percent, buoyed by Chinese visitors from the nation’s emerging middle class.

—Chinese visitors spend 40 percent of their annual budget on retail, and shopping has become a destination driver.

—In recent years, there has been 44 percent increase in air passenger seats from China to California … a total of 44,000 a week.

—China was the state’s No. 34 overseas market in 2010; this year, it ranks No. 2 behind the UK.

—The U.S. share of the Chinese travelers total is just 2 percent.

—Chinese travel buyers from secondary cities used to buy USA product from Shanghai and Beijing operators, but now they are developing their own products.

—The group market seems to be finished; FITs are now brave enough to try local cuisine.

—Emerging markets for California: Brazil, which was tier 1, but is now tier 2.

-—Gulf carriers (Etihad, Emirates and Qatar Airways) have reduced what was once a 10 hour layover in Los Angeles down to one hour.

—South Korea and Mexico continue to perform well.

Chris Thompson:

—Four percent of Chinese have passports today, by 2020 it will be six percent.

—Since the validity period for U.S. visas was extended from 1 to 10 years, there has been a 50 percent increase in visa requests by Chinese.

—Chinese Incomes are growing at an annual rate of 10 percent.

—Desire to travel is among middle and upper classes is now at 56 percent.

—The USA is the largest long haul market for Chinese travelers.

—Chinese outbound is projected to grow to 250 million outbound visitors by the year 2020.

—In order to meet its goal of 100 million international inbound visitors to the USA by 2021, Brand USA needs to get carriers to expand lift capacity.

—Marketing tip: Like stock markets, travel companies need to invest in a portfolio of countries for the long term.

—The USA is able to overcome strength of the dollar because we have such a vast variety of products at different price points.

New Book Shows Chinese How to be “Popular” in the US: Cites Uncouth Behavior

Chinese tourism officials, who earlier this year announced a “Black Book” of names of those Chinese travelers who were engaged in bad behavior back home, have now issued a new publication explaining how those who travel to the USA can be nice … and popular in the United States.

Specifically, late last month the China National Tourist Office (CNTO) in New York began making available the 125-page book, “How to be a Popular Traveler in the USA,” which explains some of the “do’s and don’ts” while visiting America. Some examples of what not to do:

—Sneezing or picking your teeth without covering your mouth.

—Yelling at a waiter or waitress.

—Blocking other people when you are on an escalator.

—Swearing at others in public.

The book had an initial print run of 5,000. It is being distributed free through the Chinese Consulate General in New York and NYC-based travel companies that bring tourists from China.

“With the increase in cultural exchange, more conflicts between tourists and locals are observed has been noted,” says the book’s preface. “Travelers from each respective might have a lack of knowledge about each other’s and local religion, lifestyle, customs, laws and regulations. In the United States especially, misunderstandings from Chinese travelers could come across as inappropriate or offensive.”

, deputy director of CNTO in New York, said that the book with five chapters covers every aspect of a trip to the US: destinations, people, culture and religion, local customs, transportation, food, medical services, safety and security.

One chapter—“Good Manners for Chinese Visitors—highlights common improper behavior exhibited by Chinese tourists and the possible reasons for each is analyzed and explored. It “encourages Chinese visitors to raise awareness of specific Western ideologies with the intention of minimizing and ceasing improper behaviors.”

For additional information on contacting the CNTO office in either New York or Los Angeles, click on http://www.cnto.org/contact-cnto

 

Strong Dollar Causes Steep Slide in Canadian Travel to Hawaii

Not much more than a month after U.S. National Travel and Tourism Office (NTTO) figures showed that arrivals from Canada to the USA dropped by 10 percent from 2014 to 2015, the Hawaii Tourism Authority and the state’s Department of Business, Economic Development and Tourism show a statewide year-to-date (through June) drop of 11.6 percent in Canadian visitors as compared to 2015. June 2016 was even worse as Hawaii experienced a decline of nearly 30 percent.

USA Arrivals from Canada

2014-2015

Segment	2014	2015	Change
Overall	23,013,691	20,704,701	-10%
Air Arrivals	8,243,286	7,966,040	-3%
Sources: U.S. Department of Commerce, International Trade Administration, National Travel and Tourism Office

“It’s been on the slide for quite a while,” Ross Birch, executive director of the Big Island Visitors Bureau, told the Hawaii Tribune-Herald.” March was the hardest-hit month for Hawaii Island,” he said. “And then it’s just continually (down) from there.”

Statewide, Canadian visitor arrivals have been declining for nine months, a trend attributed to the weak exchange rate between Canada and the United States. The exchange rate was fairly even in 2012, but began to slide in favor of the American dollar in mid-2013.

Canadian Dollar vs. U.S. Dollar

Quick Recap

Date	Canadian Dollar = $
Jan. 1, 2012	$0.98*
July 1,2012	$0.98
Jan. 1, 2013	$1.01
July 1,2013	$0.95
Jan. 1, 2014	$0.94
July 1,2014	$0.94
Jan. 1, 2015	$0.86
July 1,2015	$0.80
Jan. 1, 2016	$0.72
July 1,2016	$0.78
* Rounded to nearest one cent
Source: Inbound Report/xe.com

Kissimmee to Partner with English Premier League Team

Experience Kissimmee has signed a three-year partnership with England’s West Ham United Football Club, a Premier League team with a long and storied history in England. The agreement between the team and Kissimmee includes high-profile marketing placement at the team’s new stadium—Olympic Stadium at Queen Elizabeth Olympic Park in Stratford, East London—which is one of the most high-visibility sports venues in the world. Experience Kissimmee, which promotes Osceola County, Fla. and is adjacent to Orlando/Orange County, is now West Ham’s official destination partner.

DT Minich, Experience Kissimmee’s president and CEO, said that the timing of the agreement “couldn’t be better,” citing the team’s move to Olympic Stadium at the beginning of the current 2016-17 season.

The partnership, the first of its kind between a U.S. destination and a Premier League team, he explained, will give Kissimmee a large global audience because of the international draw of the team and its players.

In the U.S., Experience Kissimmee is already the official tourism partner for the Orlando City Soccer Club, which competes in the Eastern Conference of Major League Soccer (MLS).

“This agreement will put the Experience Kissimmee brand in front of sold-out crowds in the heart of one of our most important travel markets,” said Minich, who pointed out that the Experience Kissimmee logo will be on buses used by visiting teams and will be displayed on large LED screens outside the stadium.

“Following this summer’s successful U.S. tour, we are delighted to have forged another significant relationship in the States,” said Karren Brady, West Ham United’s vice chairman. “Particularly one that will benefit our supporters.”

Kissimmee’s plans include also call for bringing West Ham players and their families over to Kissimmee to have their holiday experience featured in popular U.K.-based publications.

 

The Return of the Salon Begins with Orlando

The NAJ Group, publisher of the Inbound Report and host of TourOpertorLand.com, has announced that it is hosting salon discussions as a part of its annual fall “Listening Tour” visits to receptive tour operators and select travel industry suppliers. In key U.S. cities. Salons will be scheduled as follows:

• September 13: Orlando
• September 15: New York City
• September 20: Washington D.C.
• Los Angeles, Calif. (TBD).

While Jake Steinman, founder and CEO of the NAJ Group, who regularly schedules visits to major travel and tourism figures each fall, said that the addition of the salon to the Listening Tour will provide for a different dynamic in which a mix of 12-15 invitees including prominent receptive tour operators, hotel revenue managers, attractions and other industry suppliers will address some of the challenges facing travel and tourism.

The gatherings are modeled after salons of that were popular France and Italy in the 18th century in which literary and art luminaries would gather to discuss contemporary matters in a lively discourse.

“There is no shortage of issues that we can focus on,” Steinman added, “including the impact on the inbound tourism industry of the weak Euro and British pound; the long term implications of Brexit; the call for stricter provisions to the Visa Waiver Program; the need to explain Donald Trump to every single international buyer, as well as the direct and residual impact of global terrorism.”

“While we will target some specific issues,” explained Steinman, “the format, along with the nature of group discussion, may well direct the dialogue in a direction of its own.” In keeping with the spirit of the event, the Inbound Report will publish a recap of the discussion.

Each salon is scheduled to last two hours. Additional details on the salons will appear in the next issue of the Inbound Report. For more information, contact: jake@northamericanjourneys.com.

 

Two Key Source Markets Increasing Lift to USA

Inbound traffic from China and Germany—the Number 3 and 4 overseas source markets, respectively, for international inbound tourism—to the United States should receive a boost in the near future as one carrier has announced the launch of the first direct flights from China to Las Vegas; and a low-cost German carrier has said it is expanding U.S. service by 40 percent.

On Aug. 4, Hainan Airlines filed an application with the U.S. Department of Transportation to launch a new route connecting Las Vegas to Beijing, the first-ever nonstop flight between Las Vegas and Mainland China. The service will begin December 2, 2016 and will initially operate Mondays, Wednesdays and Fridays.

The new route is part of Hainan’s large-scale expansion in North America. On the West Coast, Hainan already operates nonstop service between Silicon Valley (SJC) and Beijing, Los Angeles (LAX) and Changsha, and from Seattle-Tacoma International Airport to Beijing and Shanghai. The new service will connect Chinese travelers with a destination that is already one of the top five USA destinations for Chinese visitors—even without direct service between Las Vegas and China.

Said Rossi Ralenkotter, president and CEO of the Las Vegas CVA, “China is an area where we have seen steady growth in visitation and we will continue to focus on experiences and amenities that cater to our Chinese guests. With these first-ever flights from China to Las Vegas, we are anticipating more than $33.5 million in annual economic impact.”

From Germany, airberlin, which launched in the late 1970s as a charter carrier operating from West Berlin, then grew with the 1991 reunification of the country, and took off internationally beginning in 2007 through acquisition of another carrier, announced that U.S. flights from its Berlin and Dusseldorf hubs will grow by 50 percent in summer 2017 with up to 78 weekly nonstop flights.

The carrier currently operates up to 55 flights a week to the US from Berlin and Dusseldorf. It is launching new West Coast services from Berlin to San Francisco and Los Angeles and a new route to Orlando from Dusseldorf, beginning in early May 2017.

Dusseldorf flights to both Boston and San Francisco will be upgraded to daily service while the Berlin-New York JFK will be increased by three flights a week. Airberlin also flies to Chicago O’Hare, Miami and Fort Myers.

 

Understanding the Five Chinese Traveler Personas

U.S. destinations and travel suppliers who promote their products to China now have another filter to help them target their efforts more efficiently—the five Chinese traveler personas. The latter are discussed in some detail in the recently released Chinese International Travel Monitor (CITM). Sponsored by Hotels.com, this year’s CITM 2016 is an analysis of data revealing that Chinese travelers can be divided into five distinct personas depending on their background, travel attitudes, preferences and behaviors. This is the first time this analysis has been included in CITM, which is generally regarded in the U.S. inbound tour and travel industry as the most authoritative, non-proprietary source of information on the Chinese travel market.

A quick preface for those wondering how the five categories configure with other key numbers: Even if the percentage of China’s population that is middle class and “travel capable” is small, about 8 percent—it still means, in raw numbers, that China’s middle class is now the biggest in the world, and growing much faster than that of the USA, according to research by Credit Suisse. There are 109 million Chinese with wealth of between $50,000 and $500,000. Since 2000, twice as many Chinese as Americans have joined the middle class. (Credit Suisse measured wealth rather than income to avoid temporary changes caused by unemployment, for example.) These aforementioned figures suggest that there a millions of travelers personas to be cultivated, marketed to, and sold to. More detailed profiles of the five personas follow.

1. Detailed explorers: A quarter of travelers fall into this category, making it one of the two largest groups. People in this category respond positively to statements like “One should never be content but constantly explore new ideas” (innovation); “It’s important to push the limits and reach new heights” (ambition) and “I understand the power and potential of free thinking” (independence).

Detailed explorers see travel as a necessary element of life, a journey of learning and exploring and an exhilarating experience.

Their preference is for free and easy travel and semi packaged tours. Shopping and sightseeing are their favorite activities. Their source of travel information tends to be online travel and review sites, and travel magazines. They particularly value safety, easy access to transport and hotel services.

2. Cautious connectors: This group makes up 25 percent of travelers, the largest group along with detailed explorers. They respond positively to statements like “I am safe and play within the rules” (integrity); “I am making more effort to reduce my impact on society and the environment” (responsibility); and “balance of different aspects of life is the true sign of my success” (wholesome lifestyle). They were born mainly in the 60s and 70s. Their proportion of annual travel spending to income is one of the highest, at 31 percent.

For cautious connectors, travel is more than anything about joyful moments with friends and golden moments with family. Theme tours and eco-tours particularly appeal to this group. Dining and shopping are their most popular activities. They tend to get their travel information from a combination of online review sites, social media, travel magazines and newspapers.

When it comes to selecting accommodation, these travelers particularly consider easy access to transport, reviews by previous travelers, free Wi-Fi, free breakfast, and eco-friendly.

3. Experience Seekers: At 17 percent, this is the second smallest group. They tend to be young millennials. Their daily holiday spending is the second highest at $459. People in this group respond positively to statements like “I think I am right, I don’t worry about what other people think” (individuality); “I am willing to take risks because I believe in myself” (ambition); and “I have my own way of seeing the world – and feel the need to go  my own way” (independence).

Traveling for them is exhilarating and an escape from reality. They prefer free and easy travel, private luxury tours and theme tours. Their main activities are local tours, backpacking and attending events like theaters and concerts. Experience seekers get their travel information primarily from travel guides and magazines and promotions/deals. When booking accommodation, they look particularly at room size, design and newness.

4. Indulgers: Indulgers form only 12 percent of all travelers and therefore the smallest segment.

They respond positively to statements like “I value being recognized as someone accomplished with leadership power and influence” (power and influence); “Being able to fully indulge myself is a sign of my success and superiority over others” (indulgence); and “Success comes to those who show dedication  and hard work” (perseverance).

They tend to be millennials and their biggest interest in travel is stepping out of their comfort zone. They go for theme tours and private luxury tours. Their main activities are local tours and taking part in sports.  Friends and colleagues, travel guides and family are their main sources of travel information.

When selecting accommodation abroad, they particularly consider comfort/star rating/facilities, hotel services and room size. Their average daily spend of $474 is the highest of all the traveler types, reflecting the fact that as a group they are affluent.

Mostly born in the 80s, they travel to indulge themselves and to demonstrate their power. They stay at higher-star hotels and go on adventurous local tours.

5. Basic Pleasure Seekers: This group makes up 21 percent of travelers. Unlike the other types, which consist pretty much equally of men and women, 57 percent of this group is female. They tend to be young millennials, born in the 90s. They respond positively to statements like “Slowing down my life pace makes me the happiest” (simplicity); “For me how things look is just as important as what they can do” (aesthetics); and “Comfort is knowing one has made the right decision” (contentment).

The proportion of their expenditure on travel to income is the highest of all the personas at a massive 37 percent. Travel to basic pleasure seekers is an escape from reality and their comfort zone, and to seek golden family moments. Their main preferences are for group and semi-packaged tours and their favorite activities are attending events and taking part in sports. They tend to get their travel information from friends, colleagues and family. The principal factors they consider when selecting accommodation are reputation/brand, reviews by previous travelers, friends, family and colleagues and review sites.

Notes: Ipsos determined the personas by using factor analysis to detect patterns in the responses of the travelers to a number of questions about their values. The result: vivid portraits of five different types of Chinese traveler. By taking into account these very different types of Chinese traveler, and particularly which segment is growing fastest, the industry will be well-placed to plan for the future.

The situation is dynamic. For instance, the largest segments are currently Detailed Explorers and Cautious Connectors, but the segment with the highest predicted growth, and therefore the one to watch, is Experience Seekers. This is a high-yield group, with high spending.

 

HODGE PODGE—Shifts, Shakeups and Occasional Shaftings in the Tour and Travel Industry

Heads Roll at Kuoni Switzerland: Sixty-nine employees have lost their jobs as DER Touristik, the tour operator division of the REWE Group, has effected some major changes at its Kuoni Switzerland brand, which it acquired last year as part of the tour operator businesses that Kuoni offered for sale as the latter was on its way to divesting itself of all of its holdings.

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DER Touristik has brought in Dieter Zümpel, a veteran in the German tour and travel industry, to be Kuoni Switzerland’s has as the new CEO. Zümpel will formally take over on Nov. 1st, replacing Marcel Bürgin, who is leaving the company. Zümpel comes to his new position from Alltours, where he has served for more than four years as marketing and sales manager. Previously, he held several senior-level positions with Tui.

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Paul Verhagen was recently named vice president of international sales for Aeromexico. He joined the carrier from airberlin, where he was vice president and general manager, Spain & Portugal and Western Europe. Prior to that, Verhagen spent nearly a decade with KLM, where he was once director of direct sales, Americas.

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Michael J. Harrison, a former executive at Timberland and Proctor & Gamble, has been named president and CEO of Grand Circle Corporation, which serves a 50-and-over clientele through its Grand Circle Travel, Overseas Adventure Travel and Grand Circle Cruise Line brands. Harrison is a consumer marketing executive with more than 30 years of experience.  Most recently, he was at Timberland, where he held various positions, including Co-President and Chief Brand Officer, for close to a decade.  Earlier, he worked in several executive capacities at Proctor & Gamble in the U.S., Australia, Japan, and England.

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Leona Reed was recently promoted to the post of associate vice president, global marketing for Visit California, from her job as senior director of international marketing. Reed has been with the agency since 2000, when it was known by its previous name, the California Travel & Tourism Commission.

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Andrew Brescini was recently named senior manager, product planning & operations, for the Onward Group, a new receptive tour operator based in Anaheim, Calif. Before joining the company, Brescini worked at Destination America (The Travel Corporation) for more than eight years in several different positions, lastly as business development manager.

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Kevin J. Wright is the new director of group & specialty markets at the Colorado Tourism Office (CTO), which is within the Colorado Office of Economic Development & International Trade. A veteran of more than 20 years in the tour and travel industry, Wright Kevin previously served as director of growth markets at NTA. He was the founder of World Religious Travel Association (WRTA) a move that ultimately led to creation of Faith Travel Association (FTA), a sister association of NTA.

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Judy Di Pietro has joined the Las Vegas-based destination management company, Baskow & Associates, as director of housing. A long-time veteran of the inbound tour and travel industry in the U.S., Di Pietro had managed her own consultancy for the past four years. Previously, she held senior positions in several companies, including a nearly 14-year tenure as vice president, travel industry sales, for the Vantage Hospitality Group.

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Ruth Hilton has joined Trafalgar as sales and business development director for the UK. Hilton joins from Gold Medal and Dnata UK, where she was also head of sales and business development. In her new role at Trafalgar, the company said Hilton would be responsible for growing the overall business development strategy, as well as work to develop existing trade relationships and create new partnerships to boost sales. She will lead a sales and marketing team of six, and report in to Trafalgar’s Global chief executive Gavin Tollman. Hilton also held a number of senior sales roles prior to her tenure at Gold Medal, Hilton held senior sales positions several companies, including Affinion International Travel, Co-operative Travel, XLLG and My Travel – Going Places.

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Chris Crompton, who attracted a lot of attention late in 2014 when he decided to leave “the big city” and head to tiny (est. pop. 12,000) Woodward, Oklahoma’s to lead that destination’s convention and visitors bureau, then returned to San Francisco earlier this year to join City Sightseeing, has moved to Gray Line of San Francisco, where he has taken on the post of general manager. Before his tenure in Oklahoma, Crompton served in several senior management jobs with Big Bus Tours.

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Tony Seaman has quit his post as chief operating office for Attraction World to spend more time “on other interests and pursue new business opportunities.” He had been with the Birmingham-based online provider of attractions tickets to national markets worldwide, including the USA, for 10 years.

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Paula Lacey has been appointed to the new role of group commercial director for the London-based Advantage Travel Group, the UK’s largest independent travel agent group. She, who will join the consortium from easyHotels on Sept. 14, and will succeed Ken McLeod, who steps down at the end of August. Lacey’s resumé also includes tenures with Thomas Cook on the retail side and with Tui’s specialist and activity division.

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Robyn F. Cheshire will take over as the new director of marketing and communications at Visit Stockton (Calif.), and Stephanie German has been appointed as event services coordinator for the organization. Previously, Cheshire was the marketing and events coordinator at the University of the Pacific Conservatory of Music before taking her new job at Visit Stockton. German worked for the Tampico Terrace Care Center in Walnut Creek before coming to work for Visit Stockton.

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IN MEMORIAM

Miriam Chonchol, who had been director of Florida and the Caribbean for the New York City-headquartered receptive tour operator, TeamAmerica, recently passed away following a brave fight with cancer. A much-loved figure in the tour and travel industry in Florida and Latin America, Miriam’s career also included service with Airtours and Petrabrax.

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Zika Outbreak Causes UK to Issue Warning on Travel to Florida

UK health officials have advised pregnant women to postpone or cancel trips to Florida following the first domestic outbreak of the Zika virus in the state. Four new cases of Zika in Miami announced over the past weekend appeared to be the first caught from mosquitoes in the US, rather than from overseas travel. (On Aug. 1, a day after the UK announcement, the Florida Department of Health issued a travel warning for Wynwood section of Miami where, according to updated information, local mosquitoes had spread the virus to 14 people).

Officially, Public Health England updated the risk level in Florida to “moderate” and the Government’s National Travel Health Network and Centre advised pregnant women in England to consider postponing non-essential trips to Florida. UK residents were also advised to use condoms and not to have unprotected sex during on trips to Florida and for eight weeks afterwards, even if they show no symptoms.

As a result of the health warnings, Thomas Cook, Thomson, First Choice and British Airways are allowing pregnant women who have booked trips to Florida to change their destination for free. Virgin Holidays has said it will give full refunds.

In mid-April of this year, experts from the U.S. Centers for Disease Control confirmed that Zika can cause microcephaly and other severe fetal brain defects. That’s because when a mom-to-be becomes infected with Zika virus, the virus can also infect the fetus. Microcephaly is a neurological condition where babies are born with small heads and sometimes small brains. The condition may also be associated with severe developmental issues and in rare instances death.

The UK is Florida’s top overseas source market. It sent 1.7 million visitors to the state last year.

 

What U.S. City is Beginning to Emerge as a Favorite Destination of North American Travelers?

The latest quarterly issue of Sojern’s Global Travel Insights contains few surprises for those who market and promote U.S. destinations (i.e., New York City remains a global favorite) but one city that is not a familiar one on lists of U.S. favorites makes an appearance at one point—Washington, DC, the host city for next year’s IPW—on the report’s Top 10 Destinations for North American Travelers in August and September 2016.

For its study, Sojern analyzed travel behavior worldwide in five regions: North America, Latin America,  Europe, Middle East & Africa, and Asia-Pacific in order to understand travel intent for Q2 and looking forward into Q3 and beyond. Sojern used data based on search and booking behavior provided by major airlines, online travel agents (OTAs), meta-search and other travel service providers. Aside from “Top 5” and “Top 10” lists, the Sojern report contains tabular data on lead-times for booking, size of travel parties, length of vacation and other trends. We’ve digested some of the highlights of the report’s findings below.

Top 10 Countries Searched and Booked

Top 10 Searched	Top 10 Booked
1. France	1. France
2. Germany	2. German
3. Greece	3. Italy
4. Italy	4. Mexico
5. Portugal	5. Netherlands
6. Russia	6. Portugal
7. Spain	7. Spain
8. Thailand	8. US
9. US	9. UK
10. UK	10. Switzerland

From the quarterly outbound search trends for North America:

Top Five Destinations

1. New York
2. Miami
3. Las Vegas
4. Los Angeles
5. Chicago

From the quarterly outbound search trends for Latin America:

Top 5 Destinations

1. Miami
2. New York City
3. Madrid
4. Orlando
5. Los Angeles

From the quarterly outbound search trends for Europe:

Top 5 Destinations

1. London
2. Barcelona
3. Palma de Mallorca, Spain
4. Lisbon
5. NYC/Paris (tied)

From the quarterly outbound search trends for the Middle East and Africa:

Top 5 Destinations

1. London
2. NYC
3. Paris
4. Istanbul
5. Dubai

From the quarterly outbound search trends for Asia Pacific:

1. Bangkok
2. Tokyo
3. Singapore
4. Hong Kong
5. London

From the Q3 Search Trends for North America: Top 5 Destinations, Short-Haul and Long-Haul

Long-Haul	Short-Haul
1. London	1. Las Vegas
2. Cancun	2. NYC
3. Paris	3. Miami
4. San Juan	4. Los Angeles
5. Dublin	5. San Francisco

North America—Travel Changes throughout the Summer: How do vacations change over the course of the summer months? Sojern looked at the top 10 searched destinations for North American travelers throughout the Third Quarter (July, August, and September) in order to see changes in travel behavior:

Top Destinations for North America throughout the Summer

Rank	July	August	September
1	NYC	NYC	NYC
2	Chicago	Chicago	Chicago
3	Los Angeles	Los Angeles	Los Angeles
4	Miami	Miami	Miami
5	Dallas	San Francisco	London
6	Washington, D.C.	Dallas	Dallas
7	San Francisco	Boston	San Francisco
8	Boston	Washington, D.C.	Paris
9	Las Vegas	Toronto	Washington, D.C.
10	Atlanta	London	Boston

From the Q3 Search Trends for Europe: Top 5 Destinations, Short-Haul and Long-Haul

Top 5 Destinations Short-Hall	Top 5 Destinations Long-Haul
1. Palma de Mallorca	1. NYC
2. Barcelona	2. Bangkok
3. London	3. Los Angeles
4. Ibiza	4. Bali
5. Madrid	5. Miami

From the Q3 Search Trends for Asia: Top 5 Destinations, Short-Haul and Long-Haul

Top 5 Destinations Short-Hall	Top 5 Destinations Long-Haul
1. Singapore	1. London
2. Tokyo	2. Paris
3. Bangkok	3. NYC
4. Taipei	4. Los Angeles
5. Osaka	5. Honolulu

A Note on Methodology: Sojern’s quarterly insights reports are based on the analysis of more than a billion traveler intent data points, obtained through Sojern’s unique partnerships with some of the world’s most renowned travel brands. Its analysis is based on airport level data which is then aggregated to countries and regions. All of the insights are based on very specific data sets as provided by Sojern’s data partners. Sojern’s data is rounded to the nearest whole number for readability and therefore not all charts and graphs will add up to 100 percent. The data provided are not a complete view of all global traveler information, as different data sources provide additional views of traveler behavior.

 

Final Edition of the IPW 2016 Photo Album

June 22, the final day of IPW 2016 in New Orleans, seemed to trigger a collective burst of pent-up energy as buyers and suppliers worked feverishly to complete their business appointments and then went to the New Orleans Riverfront and Mardi Gras World for a memorable closing night party.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What Do New Trends in Indian Travel Mean for USA?

A recently released report on travel trends in India by the country’s dominant travel company, Thomas Cook India (it is owned by the Fairfax Financial Holdings Group, which also owns SOTC Travel Services—formerly Kuoni India), provides interesting insights into how Indians traveled this summer, including new trends observed, and new destinations which came up on the travelers’ radar. We’ve isolated some highlights of the report, which augur well for those who are marketing and promoting their travel product in India, which has grown in Visit USA business to the point that it is now the No. 9 overseas source market for the U.S. inbound tourism industry. The highlights follow.

—Destination Favorites: USA saw strong interest with marked uptake for New York, San Francisco and LA (due to an extension of VFR travel); also Philadelphia, Las Vegas and Florida. This summer witnessed high demand for Australia and New Zealand, South Africa, UK, Switzerland, France, Spain, Italy, Hungary, Czech Republic, Croatia. Short hauls were a clear “flavor of the season” with Singapore, Thailand, Malaysia, Hong Kong-Macau and Bali trending; with newer entrants like Korea, Japan, and China emerging.

—Seasonality Trends … an Extended Summer: A unique trend specific to Summer 2016 was that of an extended summer season across source markets. Typically, India’s peak summer travel season for West and South India covers April and May. However, this season, saw demand extending into the months of June and July courtesy varying vacation periods across school boards—starting as early as mid-March. This has seen cascading demand into of the months of June, July & August

—Early Bookers: More than 39 percent of Indian travelers were early planners this year, planning almost 120 to180 days prior to departure and opting for long haul destinations such as the USA, Australia, South Africa and New Zealand. Considering a number of long weekends in 2016, more than 66 percent of Indian travelers preferred combining public holidays with personal leave. While 65 percent of Thomas Cook India customers opted for International tours, 35 percent preferred domestic holidays.

—“Slow Travel”: Another interesting observation this season was the emergence of Slow Travel with options like walking tours seeing uptake. Slow Travel is intended for travelers who appreciate the journey (as against merely the destination), are curious to learn via travel and absorb myriad experiences en route. Village/farm stays in Switzerland and leisurely hiking, along with cycling tours in Europe also saw growth, Slow Travel seemed to offer” work weary corporate India” a neat outlet for rest and rejuvenation, to bond with loved ones and reconnect with their inner self for a spiritual refresh

—Visa on Arrival/No-Visa Destinations saw Uptake: Over 31 percent Indians were last minute travelers  this season and in an attempt to expedite the planning-booking process, opted for no-visa destinations or those that offered visa-on-arrival (VoA) like Maldives, Hong Kong, Bali, Mauritius, Cambodia, Jordan, Kenya, Thailand.

—Growing Demand for Soft Adventure/ Experiential Travel: Original and immersive experiences were high on the travel agenda. Indians seemed curious and “raring to go” on an adventure whether it was experiencing soft adventure such as snorkeling, hiking/mountain biking, going volcano climbing, sampling new cuisines or cooking with local chefs and shopping for fresh produce and wines in destinations as varied Italy, France, Malaysia or Spain. Also, unconventional locales and unique stay accommodation, with Airbnb trending strongly.

—New Travel Segments:  Ad-hoc groups ruling the roost, emergence of common interest groups; opting for van tours: Significant and growing demand (35 percent) was evident for ad hoc groups of friends/colleagues – especially in the young professional segment (25-35 years). These extended groups/like-minded people/alumni groups connected via social media, traveled for common interest tours such as cycling in Scandinavia and Amsterdam, marathons in Boston, Berlin etc., and wildlife expeditions to South Africa, women-only tours to Thailand, Malaysia for culinary experiences. What also featured strongly was preference for van tours especially in Europe.

—Self- Drives Emerged as a Favorite Option, especially for honeymooners and DINKS, with destinations such as the USA New Zealand, UK, Scotland and New Zealand topping the list.

—Average Holiday Stay for Summer 2016: 6-10 days for short hauls and 14 to 20 days for long hauls. Average travel budget allocated by Indians this year for domestic travel was $525 per person; $900 per person for short-haul international getaways and $2,250 to $4,500 for international long-haul vacations.

China Study Reveals Shifts in Destination Preferences, Traveler Services

The fifth annual edition of the Chinese International Travel Monitor (CITM), which has come to be regarded in the tour and travel industry as the authoritative, non-proprietary source of information on the world’s largest source market for international travelers, shows that the United States is still a popular destination for Chinese travelers, but that Chinese travelers face some real challenges.

The two biggest challenges facing those providing accommodation (prepared by Hotels.com, the CITM has an additional, special focus on hotel) to Chinese travelers are a lack of Mandarin-speaking staff and of China UnionPay card facilities. These are not only the most important services demanded by Chinese travelers, according to the survey, but seen as areas in pressing need of improvement. Other highlights from the CITM include the following:

—The top spenders from China are more sophisticated than the average, valuing experience (comfort, star rating, facilities and hotel services) above price.

—Most Chinese travel with friends and family, with nearly half taking their children. Only a small proportion of travelers have a backpacking experience.

—Short-haul countries were most popular with Chinese travelers in the past twelve months, with South Korea ranking first, followed by Japan, Hong Kong/Macau, Taiwan and Thailand.

—But the future seems set for a mixture of short and long haul destinations, with Australia number one in the travelers’ wish lists, followed by Japan, Hong Kong, South Korea and the Maldives.

—When planning their next trip, Chinese travelers are particularly taking into account safety, sightseeing,  dining and ease of visa applications, with the currency  of the intended country not generally a factor.

The Inbound Report has prepared the following tables based on information furnished in the CITM report.

Most Popular Countries/Regions for Chinese Travelers According to Hotels.Com China Website

Country & Rank 2014	Country & Rank 2015
1. USA	1. USA
2. Thailand	2. Thailand
3. Hong Kong	3. Japan
4. Japan	4. Hong Kong
5. Taiwan	5. Taiwan
6. South Korea	6. Australia
7. France	7. South Korea
8. Australia	8. France
9. Italy	9. Italy
10. UK	10. UK

Most Popular Cities for Chinese Travelers According to Hotels.Com China Website

City & Rank 2014	City & Rank 2015
1. Hong Kong	1. Hong Kong
2. Bangkok	2. Bangkok
3. Taipei	3. Phuket
4. Phuket	4. Tokyo
5. Seoul	5. Taipei
6. NYC	6. Las Vegas
7. Las Vegas	7. NYC
8. Los Angeles	8. Seoul
9. Tokyo	9. Los Angeles
10. Singapore	10. Chinag Mai

When it comes to the countries seen by Chinese travelers as the most welcoming, Japan, South Korea and Hong Kong came out tops.

Most Welcoming to Chinese Travelers

Destination & Rank	Percentage
1. Japan	12%
2. South Korea	11%
3. Hong Kong	8%
4. Australia	8%
5. Thailand	5%
6. France	5%
7. Maldives	4%
8. Brazil	3%
9. USA	3%
10. Singapore	2%

Spending Power: The Chinese are among the biggest spenders on tourism. Outbound travelers spend $3,455 on travel a year – almost a quarter of their income. Young millennials (born in the 90s) spent the highest proportion of all, 27 percent, just ahead of the 26 percent spent by those born in the 60s.

Overall, travel spending dropped an average of 17 percent from the previous twelve months. The top spenders spent three times more than the average traveler, despite having tightened their belts spectacularly, down 68 percent. But the future looks promising, with one-third of travelers expecting to spend 30 percent more in the coming year, particularly on dining and entertainment.

Most Considered Options to Chinese Travelers when Selecting a Destination

Option	Percentage
Safety	18%
Historical sites	14%
Cuisine	8%
Ease of visa application	7%
Value for money	7%
Shopping	6%
Reputation	6%
Political situation	6%
Climate	5%
Good Public Transit	3%
Local Festivities	3%
Quality of Accommodations	3%
Hospitality of Locals	3%
Hygiene	2%
Currency	2%
Inspired by Drama/Film	2%
Nightlife	2%
Medical Facilities	1%
Sports Event	1%

Need for New Products and Services: As Chinese travelers become more sophisticated, hotels need to increase the rate at which they provide new services. While safety, comfort, star rating, facilities and price are still top of the list of important factors, they dropped each five percent on the previous year.

Chinese travelers had a number of other demands for services that were listed as being not only important but greatly in need of improvement, including UnionPay facilities, Chinese restaurants on-site, Mandarin-speaking staff and app-based customer service. UnionPay is by far the most preferred means of payment, listed by 66 percent of respondents

 Preferred Payment Method among Chinese Travelers

Method of Payment	Percentage
UnionPay	66%
Cash	41%
Visa Card	38%
Allpay	31%
Master Card	14%
WeChat Pay	9%

Services that are Important to Chinese Travelers but Need Improvement

Service	%
Mandarin speaking staff	15%
China UnionPay facilities	13%
Chinese restaurant on site	10%
Chinese TV programs	10%
Local transport arrangement	8%
App-based customer service	8%
Mandarin travel guides	8%

Type of Digital Equipment Used by Chinese Travelers

Type of Digital Equipment	%
Smartphone	95%
Digital camera	54%
Tablet computer	50%
Laptop	22%
Wi-Fi dongle	8%
Feature phone	7%
E-readers	5%

Purposes of Travel of Chinese International Travelers

Purpose	%
Leisure	93%
Business	40%
Visiting Friends and Relatives	16%
Cruise	14%
Education	6%
Beauty Treatment	5%

Main Activities of Chinese Travelers when Abroad

Activity	%
Dining	56%
Sightseeing	56%
Shopping	43%
Resort/Beach	32%
Eco/green tours	27%
Visit museums/art galleries	15%
Visiting the countryside	12%
Organized local tours	12%
Adventure/outdoor/safari	10%
Attend events	9%
Backpacking	7%
Sports event participation	4%
Watching sports events	4%
Visiting casino	2%

FIT vs Groups: When it came to how people traveled in the last year, almost half (49 percent) said independent travel; 40 percent with a tour group and 40 percent with a semi-packaged tour. Although tour group travel was up 6 percent on the previous year, the trend still appears to be in the direction of greater independence, with slightly more people saying they would like to travel independently or in a semi-packaged tour group in the future, and slightly fewer with a tour group. Backpacking was the least popular travel style, with only 4 percent selecting this – though 6 percent are looking to this for the future.

Travel Styles

Type of Travel	%
Free and Easy	49%
Tour group	40%
Semi-packaged tour	40%
Theme tour	14%
Eco-tour	13%
Private luxury tour	8%
Backpacking	4%

Time Spent Planning Ahead of Actual Travel

Window of Time	%
Less than one month ahead	10%
1 month ahead	33%
2-3 months ahead	38%
More than 3 months ahead	19%

Source of Travel Information

Source of information	%
Online accommodations website	44%
Friends and colleagues	44%
Travel guides	43%
Online review sites	43%
Travel agents	42%
Family	36%
Social media	32%
Travel magazines/brochure	31%
Searching on mobile phone	28%
Promotions/deals	20%
Newspapers	8%
Bloggers	6%

How They Book: The increased use of online research and booking methods in part reflects the growing sophistication of the Chinese traveler in comparing costs. The following tables reflect this.

Preferred Booking Channels among Chinese Travelers

Booking Channel	%
Online travel agent (OTA)	74%
Hotel	16%
Travel agency	14%

And from the above …

Preferred Booking Mode with OTAs

Mode	%
Website on Desktop	19%
Mobile website	40%
Mobile apps	10%
Phone call	5%

Preferred Booking Mode with Travel Agency

Mode	%
Walk in	5%
Phone call	5%

Preferred Booking Mode with Hotel

Mode	%
Website on Desktop	3%
Mobile website	11%
Mobile apps	1%
Phone call	1%

Notes on the Methodology: The CITM is based on research involving both Chinese international travelers and hoteliers around the world, combined with Hotels.com’s own proprietary data and other research.

For the travelers’ survey, Hotels.com used Ipsos, a world leader in market research, which in May 2016 conducted interviews with 3,000 Chinese residents, aged 18–54 years, who had traveled overseas in the past 12 months. A Computer-assisted Web Interviewing technology was used. The representative sample consisted of men and women from a number of different-tiered cities.

The travelers were asked about travel behavior, booking methods, accommodation choices and  many other aspects of their travel.

To complement this with the opinion of hoteliers, Hotels.com carried out a global survey of more than 5,800 Hotels.com accommodation partners, also during May 2016. The 37 participating countries were Argentina, Australia, Brazil, Canada, Colombia, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Mexico, the Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, the UK, the USA and Vietnam.

Figures on spending, including prices paid for hotel rooms, are quoted in Chinese Renminbi (RMB) and their US dollar equivalent wherever possible. Unless otherwise indicated, the RMB–US$ exchange rate used in this survey is US$1= RMB6.5386, the rate on May 18 2016, the mid-point of the field research.

 

Two Companies Dominate Annual “Power List” of Travel Agencies

One of the most referred-to lists in the U.S. travel and tourism industry is Travel Weekly’s “Power List” of travel agencies. The publication recently released its 2016 edition, and the Inbound Report has highlighted the trends noted in the new list, adding a perspective or two of our own. From the report:

—It had seemed likely that we might see a change at the top of the Power List this year as a result of Priceline Group’s momentum in the last few years. Moreover, in last year’s ranking the top two were practically neck and neck, with Expedia Inc. at $50.4 billion in annual travel sales and Priceline at $50.3 billion.

—Expedia has maintained its position at No.1, partly through aggressive expansion, such as the takeover of Travelocity and Orbitz Worldwide (No. 7 last year.). In the 2015 Power List, the top two were practically neck and neck, with Expedia Inc. at $50.4 billion in annual travel sales and Priceline at $50.3 billion.

—There were 21 on the list—the same number as last year—reporting sales of more than $1 billion. The top five agencies in the Power List collectively realized nearly $200 billion in travel sales in 2015.

—Acquisitions were part of the continuing consolidation in the industry that results in the departure of some names even as new agencies joined. World Travel Service (No. 34 last year), was acquired by No. 5 BCD Travel. Teplis Frosch, which last year was No. 56, has been totally absorbed by No. 17, Frosch. (A longtime member of the list, Montrose Travel, was acquired by Corporate Travel Management, but since the deal was not completed until Jan 1, 2016, the two retain their separate rankings on this year’s list at No. 41 and No. 42, respectively.

—There was even a rare instance of a company that split, with both resulting enterprises on the list: American Express Global Business Travel, at No. 3, and American Express Travel, at No. 8.

—The New York City Metropolitan Area leads all other regions in the USA with 10 agencies on the Power List.

—The blurring of the line between B2B, B2C, inbound and outbound is underscored by the prominence of three major U.S.-based agencies of large Japanese companies on the list: JTB Americas (No. 19); H.I.S. USA (No. 31); and Kintetsu International Express (No. 44).

—There has been a strengthening of host agencies (companies that serve as the “host” for contractors—usually home-based agents), even if some companies don’t like the term, “host agency.” Travel Planners International, for example, prefers the term “collection of specialists.” Among those on the list with high percentages of hosting were Travel Leaders Group (No. 9), Travizon (No. 26), Avoya Travel (No. 35), Cruise Planners (No. 36), Travel Experts (No. 38), Travel Planners International (No. 42), Uniglobe Travel Partners (No. 43), OutsideAgents.com (No. 54), Global Travel International (55), and KHM Travel Group (No. 58).

—Another trend revealed in the list was globalization, either through opening offices abroad or by affiliating with global companies. At the same time, family-owned agencies continue to maintain a strong position, such as Valerie Wilson Travel (No. 33), Balboa Travel (No. 45), Frosch (No. 17), Avoya (No. 35) and Cain (No. 57).

—It’s not only No. 1 and No. 2 that specialize in leisure travel. A number of leisure-dominant agencies continue to thrive as customers increasingly turn to agents.

—In addition, meetings and incentives seem to have finally returned in force. On the other hand, some agencies reported they were already seeing a slowing in corporate travel this year.

Travel Weekly’s 2016 Power List

Name of Company & Website	Corporate Headquarters	2015 Sales
A1. Expedia	Bellevue, Wash.	$60.8 billion
www.expediainc.com
2. Priceline Group	Norwalk, Conn.	$55.5 billion
www.pricelinegroup.com
3. American Express Global Business Travel	Jersey City, N.J.	$30 billion
www.amexglobalbusibesstravel.com
4. Carlson Wagonlit Travel	Minneapolis, Minn.	$24.2billion
www.carlsonwagonlit.com
5. BCD Travel	Utrecht, Netherlands	$23.8 billion
www.bcdtravel.com
6. HRG North America	New York, N.Y.	$16 billion
www.hrgworldwide.com
7. FC USA	Ramsey, N.J.	$13.4 billion
www.us.fcm.travel
8. American Express Travel	New York, N.Y.	$5.1 billion
www.amextravel.com
9. Travel Leaders Group	Plymouth, Minn.	$4.32 billion
www.travelleadeersgroup.com
10. Fareportal	New York, N.Y.	$4.1 billion
www.fareportal.com
11. AAA Travel	Heathrow, Fla.	$3.8 billion
www.aaa.com
12. Corporate Travel Management	Brisbane, Australia	$2.88 billion
www.travelctm.com
13. Travel and Transport	Omaha, Neb,	$2.8 billion
www.travelandtransport.com
!4. Altour	New York, N.W.	$2.51 billion
www.altour.com
15. Direct Travel	Centennial, Colo.	$1.54 billion
www.dt.com
16. World Travel	Exton, Pa.	$1.45 billion
www.worldtravelinc.com
17. Omega World Travel (tie)	Fairfax, Va.	$1.35 billion
www.omegatravel.com
17. Frosch (tie)	Houston, Texas	$1.35 billion
www.frosch.com
19. JTB Americas	Torrance, Calif.	$1.33 billion
www.jtbamericas.com
20. Ovation Travel Group	New York, N.Y.	$1.12 billion
www.ovationtravel.com
21. World Travel Holdings	Wilmington, Mass.	$1.01 billion
www.worldtravelholdings.com
22. ATG	New Albany, Ohio	$820.1 million
www.atg.travel e
23. International Cruise & Excursions (ICE)	Scottsdale, Ariz.	$704 million
www.iceenterprise.com
24. Vision Travel	Toronto, Ont.	$675 million
www.visiontravelca.com
25. Adelman Travel Group	Milwaukee, Wis.	$656.9 million
www.adelmantravel.com
26. Travizon	Woburn, Mass.	$601 million
www.travizon.com
27. Christopherson Andavo Travel	Salt Lake City, Utah	$552 million
www.cbtravel.com
28. CheapCaribbean.com	Addison, Texas	$540 million
www.cheapcaribbean.com
29. Worldview Travel	Santa Ana, Calif.	$470 million
www.worldviewtravel.com
30. CorpTrav Management Group	Lombard, Ill.	$461 million
www.corptrav.com
31. H.I.S. USA	New York, N.Y.	$399 million
www.his-usa.com
32. Travel Store	Los Angeles, Calif.	$394.4 million
www.businesstravelstore.com
33. Valerie Wilson Travel	New York, N.Y.	$377 million
www.valeriewilsontravel.com
34. Fox World Travel	Oshkosh, Wis.	$362.6 million
www.foxworldtravel.com
35. Avoya Travel	Fort Lauderdale, Fla.	$350 million
www.avoyatravel.com
36. Cruise Planners, an American Express Representative	Coral Springs, Fla.	$340 million
www.cruiseplanners.com
37. Professional Travel	Cleveland, Ohio	$336.7 million
www.protrav.com
38. Travel Experts	Raleigh, N.C	$325.6 million
www.travel-xperts.com
39. Short’s Travel Management	Waterloo, Iowa	$318 million
www.shortstravel.com
40. Global Crew Logistics	Miami Beach, Fla.	$310.8 million
www.globalcrewlogistics.com
41. Montrose Travel	Montrose, Calif.	$301.5 million
www.montrosetravel.com
42. Travel Planners International	Maitland, Fla.	$258 million
www.travelplannersinternational.com
43. Uniglobe Travel Partners	Mount Arlington, N.J.	$247.8 million
www.uniglobetravelpartners.com
44. Kintetsu International Express	New York, N.Y.	$244 million
www.kintetsu.com
45. Balboa Travel	San Diego, Calif.	$235.3 million
www.balboa.com
46. Atlas Travel & Technology Group	Milford, Mass.	$228 million
www.atlastravel.com
47. CI Azumano Travel	Virginia Beach, Va.	$211 million
www.ciazumano.com
48. The Appointment Group	Los Angeles, Calif.	$210 million
www.appointmentgroup.com
49. Gant Travel Management	Bloomington, Ind.	$191 million
www.ganttravel.com
50. Travelink, American Express Travel (www.travelink.com)	Nashville, Tenn.	$173.5 million
51. Amtrav	Calabasa, Calif.	$166.1 million
www.amtrav.com
52. Conlin Travel	Ann Arbor, Mich.	$140.1 million
www.conlintravel.com
53. Creative Lodging Solutions	Lexington, Ky.	$137.40
www.yourcls.com
54. Outsideagents.com	Jacksonville, Fla.	$134.6 million
www.outsideagents.com
55. Global Travel International	Maitland, Fla.	$129 million
www.globaltravel.com
56. Crucon Cruise Outlet Plus	Moultonborough, N.H.	$127.6 million
www.crucon.com
57. Cain Travel	Boulder, Colo.	$122 million
www.caintravel.com
58. KHM Travel Group	Brunswick, Ohio	$115 million
www.khmtravel.com

Methodology: The Power List 2016 questionnaire was sent earlier in 2016 to roughly 70 companies that had appeared on the list in previous years, had been in the news because of growth via acquisitions or other reasons or had contacted Travel Weekly believing that they qualified. To qualify for the list, a company had to have a minimum of $100 million in sales in 2015.

For purposes of the survey, sales are defined as gross sales of travel products worldwide, whether to consumers or to corporate travelers; the company must be the merchant of record on the transaction from a supplier’s perspective. At least 15 percent of the sales volume must have been generated in the U.S.

Travel Weekly requested that gross sales volume, the primary number for ranking, be certified by the company’s owner, CEO or CFO. In a small number of cases, certification as made by an executive at the vice presidential level but with financial oversight.

In one case, BCD Travel, sales totals are based on publicly disclosed information because the company did not respond to the survey. Several companies that may have qualified opted not to participate. They include Loyalty Travel and AdTrav; both appeared on the list in 2015 at No. 17 and No. 42, respectively.

While all cooperating entities on the list did certify sales (or made them public), readers must keep I mind that even those numbers are difficult to verify because the great majority of travel sellers are privately held and thus are under no obligation to disclose financial data.

Also, there is no commonly accepted standard for calculating sales volume, and there is no clearinghouse in the U.S. that tracks non-airlines sales, as does the Airlines Report Corporation (ARC) for airline sales.

Where possible, Travel Weekly sought to confirm accuracy in the figures by referring to other data and to articles published in the past year. The publication also reviewed responses for consistency and used whatever resources it had at its disposal to ensure accuracy.

The questionnaire on which the rankings were based also included questions involving sales figures; ARC sales; travel-related subsidiaries; percentage of sales from business and leisure; and corporate structure. There were several open-ended questions about recent and planned developments to which companies could reply in any way they felt appropriate.

 

HODGE PODGE: Shifts, Shakeups and Occasional Shaftings in the Tour and Travel Industry

Dineene Bradley has retired from her post as vice president of tourism development for the Louisville CVB. She is a veteran of more than 25 years in the travel and tourism industry, with more than 16 years spent with the Louisville bureau. Before joining Louisville, she had served as executive director of the Bardstown Nelson County (Ky.) Tourist Commission.

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André Witschi, a former head of Steigenberger Hotels and Accor Hotels Germany, has taken over as interim head of Thomas Cook’s Hotels & Resorts unit, replacing Karl Schattmaier who has retired. Witschi has joined the Group Management Committee and will run the unit until a permanent replacement is found.

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Markus Leutner, a long-serving product manager at Thomas Cook Germany, who managed the company’s short-haul products for five years and also headed Thomas Cook Switzerland, is now director of product and contracting for Düsseldorf-based Anex Tour Germany. The Turkish-owned group operates Anex Tour, a major tour operator in Russia specializing in Turkey holidays, and also Azur Air, a charter airline with 17 Boeing jets that flies from Russia and Ukraine to diverse holiday destinations in Europe, Asia and the Caribbean.

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Jo Hickson has been appointed by Tui UK and Ireland as the company’s first head of innovation.
Hickson, who started her career on TUI’s graduate program, joins from Home Retail Group, the parent company of Argos and Habitat, where she held the same position. In her new role, she will run the newly-created TUI Holiday Lab, the company’s center of innovation and collaboration. Launched in March this year, the TUI Holiday Lab is tasked with “exploring and developing new and emerging technologies that will enhance the holiday experience for customers.”

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Travelport has appointed Guy Snelgar as commercial director to lead its UK sales and account management teams. He replaces Paul Broughton, who was promoted to managing director for UK and Ireland after Simon Ferguson was made vice president and managing director of Northern Europe. A 25-year veteran of the travel and tourism industry Snelgar worked at Travelport (it was then Galileo) at the very start of his career, as account and sales manager. Most recently he was head of sales at Diners Club International.

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Jane Atkins, sales and product director for SuperBreak, is succeeding Zena Hill as chairman of Tipto  (Truly Independent Travel Organization), the supplier funded group of 20 major agencies that sponsors special events and other meet-up and sales and marketing opportunities for travel agencies in the UK. SuperBreak, which specializes in short-break product, has been a member of the Tipto for 18 years. Atkins’ appointment follows the decision by Hill to step down to enable her to spend more time with her family after holding the position for four years.

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Greg Nacco has been named vice president of business development of Food & Wine Trails, which specializes in exclusive culinary tours. The company became an independent division of Edelman Travel earlier this year. Prior to joining Food & Wine Trails, Nacco held positions in sales and marketing, group development and operations with Cruise Specialists and Golden Bear Travel, affiliates of Travel Leaders and American Express respectively.

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The San Diego Tourism Authority has announced today that Candice Eley has been appointed director of communications. She has been with the agency since January 2011, having started as public relations manager. Eley has also operated her own photography business for the past 15 years.

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Janet Parton has been appointed head of sales for Cosmos Tours. Parton will be responsible for sales strategy for both Cosmos Tours & Cruises and river cruise operator Avalon Waterways, as head of sales. She will also oversee relationships with agents and third-party distributors. Parton who comes to Cosmos from MSC Cruises, where she was head of sales, previously worked for Thomas Cook and Carnival UK, will be reunited with former MSC executive director Giles Hawke, who is now chief executive of Cosmos Tours.

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Eduardo Rebello de Andrade has been appointed as vice president and general manager of Latin America for Carlson Wagonlit Travel (CWT). He will assume his new position on Sept. 1, 2016. Rebello de Andrade joined CWT in 2002 as CEO of Portugal and in 2007 moved to Spain to fill the position of Director of Operations and Business Travel. In 2012 he was promoted to CEO of CWT Spain.

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HCorpo, the French bedbank, has promoted Laetitia Pairigouas to the post of sales manager. She joins the team that works on key accounts of the company, under the direct responsibility of Aurelian Rodriguez, director of sales. Pairigouas joined the company in October 2014.

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The Las Vegas CVA has announced “a great and full come back” on the French market, with a full representation that began last month. TQC Agency, member of GroupExpression, in charge of the public relations for the CVA since 2014, will now be in charge of the full representation. Thus, the agency will be back on a 100% percent basis on the French market, via a 360°degree promotion: press and public relations, B2C actions as well as a full program of B2C activities scheduled for the end of the year and early 2017.

Japanese to Chinese Travelers: Stop Passing Gas…Pretty Please

Generating as much buzz on talk shows, the social network and feature news bytes as any political or entertainment matter of late has been the issue of flatulence—public flatulence—and the desire of Japanese to have Chinese visitors not pass gas or belch in public. Of course, authorities in Hokkaido would prefer that no one pass gas or belch in public, but the brochure that the Hokkaido Tourism Organization (HTO) published on the subject last August was printed in Chinese, which helps explain why its existence did not become widely known until last month.

The HTO publication attempts to couch its anti-flatulence advice to the Chinese in the context of the character and behavior of the Japanese people, who “are often described as having ‘moderate,’ ‘modest,’ or ‘mild’ personalities. At the heart of this disposition lies the cherished concept of ‘wa’ (harmony). As inhabitants of an island nation, the Japanese people have long appreciated the importance of cooperation with family, neighbors, friends, and colleagues. It is considered a virtue to fit in with others – even to the point of restraining one’s personal desires. Japanese people tend to be embarrassed to act differently from others, and have developed a tradition of carefully observing the surroundings before acting.”

Following this explanation, the publication inches a little closer to the gas matter: “The Japanese appear particularly polite and quiet in settings such as restaurants, subways, and public spaces. Compared to other groups such as Americans (obviously, the HTO did not want to appear that it was picking on the Chinese alone, even if its publication was in Chinese) or Chinese, the Japanese tend to speak quietly.”

“With little stressed intonation, the Japanese language itself is particularly suited to quiet conversation. As such, the Japanese are easily surprised by loud or intense conversations nearby. It may be helpful to lower your voice slightly when in a Japanese social setting,” it says.

And then, the closer: “Japanese etiquette is based on avoiding (or) causing discomfort or nuisance to others. Accordingly, Japanese will avoid bodily functions such as belching or flatulence in public entirely, or perform bodily functions as discreetly as possible. Of course, these functions are a necessary part of human life, but please be modest and discreet when visiting Japan.

The publication goes on to tell visitors not to smoke in public, to stay in the queue and don’t cut in line when waiting, and more. Fittingly, the polite tenor of the explanations and the advice doesn’t transcend or violate the tone that HTO uses to describe the behavior and character of the Japanese people. As for how the Chinese visitor or traveler is concerned, it remains to be seen what kind of impact on behavior such publications have. Chinese tourism officials have already published items explaining the “do’s” and “don’ts” of international travel; they also  maintain a blacklist that contains the names of travelers who could, if Chinese airlines choose to do so, ban them from boarding a flight.

To view the HTO publication in its entirety, visit:

http://www.visit-hokkaido.jp/assets/file/document/2016/03/data2_file_18.pdf

 

Will Safety Concerns Change British Destination  Preferences?

The just released Holiday Trends 2016© report from BDRC Continental tells us that safety will be a “strong consideration” for 4 in 10 Britons in their holiday planning for 2016. This group, the report adds, “is also significantly less to plan on travelling abroad.”

Also, the London-based market research company said, “Linked to safety, we can see a steady decline in intention to visit North Africa, and Paris is regarded as less safe than New York and Beijing.  In line with ABTA data, traditional destinations remain the most popular overseas choices.  Destinations will need to demonstrate the safety of their destinations to persuade risk-averse Britons to visit, particularly if overseas.”

Following are some highlights selected by the Inbound Report from BDRC Continental’s 57-page trends report.

Intention of Taking a Holiday (%)

Year	Short Break (1-3 nights)	Longer Holiday (4+ nights)
2015	87	82
2016	87	74
Source: ©BDRC Continental 2016

Expect to Spend More or the Same on Holiday as Previous Year

Year	Percentage
2014	84
2015	90
2016	88
Source: ©BDRC Continental 2016

Intended Main Holidays (4+ Nights): Percentage

Year	Overseas Longer Holidays	UK Longer Holidays
2014	60	34
2015	66	34
2016	58	24
Source: ©BDRC Continental 2016

Safety is a strong consideration for two in five Britons who less likely than average to consider a holiday overseas.

Role of Safety When Planning Holidays in the Next 12 Months

Degree of Concern	Percentage
Not something I tend to worry about	23
A slight consideration	35
A strong consideration	42
Source: ©BDRC Continental 2016

UK or Overseas Holiday	Safety a Strong Consideration	Average
Considering UK holiday	37	24
Considering overseas holiday	45	58
Source: ©BDRC Continental 2016

Safest Cities: Edinburgh is regarded as the safest city for a holiday; Paris less safe than all but Istanbul.

Perceptions of Safety in World Cities

(% Very/Fairly Safe)

Destination	% Very Safe/Fairly Safe
1. Edinburgh	71
2. Sydney	68
3. London	60
4. Barcelona	58
5. Rome	56
6. New York	51
7. Berlin	50
8. Athens	46
9. Beijing	40
10. Paris	27
11. Istanbul	23
Source: ©BDRC Continental 2016

Destination Trends

Holiday Length

Inbound Editor Joins India Group Tour in PA

Except for those who have been dutifully working the market and its reliable segments for years, India as a source of overseas visitors to the USA has surprised tour and travel professionals by the seeming suddenness of its growth. Were it not for the decade-long exponential expansion of China as an inbound tourism market—it is on course to become the largest U.S. overseas source market within the next several years—India’s growth as a source market would be described as phenomenal. From 2006 to this year, when it is forecast by the U.S. National Travel and Tourism Office (NTTO) to send nearly 1.7 million visitors, visitation from India will have grown 187 percent.

The data from NTTO explain part of the reason—the high percentage of visitors who come to the U.S. to visit friends and relatives. There are scores of thousands of Indians who have come to the U.S. for high-tech jobs or jobs requiring high-levels of skill. Also, hundreds of thousands of Indians have come to the U.S. during the past decade to study at U.S. universities and many have stayed on.

Another reason is lift capacity. It was only in 2004 that airlines from the Middle East (Emirates was the first) began flying non-stop to the USA, serving as a connecting point for its service from India. Etihad (founded in November 2003, it didn’t even receive its first A-380 until December 2014) followed, as did Qatar Airways. The increased competition caused Air India, the country’s flag carrier, to increase its own service to the USA.

All of the above developments, along with significant Internet penetration into India—this enabled potential Indian travelers to conduct their travel research more thoroughly and make travel plans more quickly—and increased marketing and promotional activities by U.S. destinations, travel suppliers and Brand USA have made India our Number 9 overseas source market.

Visitors to USA from India

2006-2016

(000s)

Year	Number of Visitors	Year-on-Year Change (%)
2016	1,163††	7%
2015	1,087††	13%
2014	962	12%
2013	859	19%
2012	724	9%
2011	663	2%
2010	651	18%
2009	549	-8%
2008	599	6%
2007	567	39%
2006	407	18
† †Forecast
Source: U.S. Department of Commerce, International Trade Administration, National Travel and Tourism Office (NTTO)

Arrivals from India, 2014:

All Purposes of Trip

Purpose	Percentage of Travelers Citing Purpose
Business	43%
Visit Friends/Relatives	38%
Vacation/Holiday	24%
Convention/Conference/Trade Show	15%
Education	7%
Religion/Pilgrimages	0.80%
Health Treatment	0.60%
Other	3%
Source: U.S. Department of Commerce, International Trade Administration, National Travel and Tourism Office (NTTO)

But there are other factors—factors best explained by first-person or second-person anecdotes and testimonials. Prabha “Pabs” Raghava, CEO of Tours Limited discussed some of these during her presentation at NAJ’s RTO Summit in Orlando last November. Her company, based in the Atlanta area, focuses on leisure, corporate, MICE, school and student groups, and then FIT.

What interested many of those who heard her presentation was the number of itineraries “outside the boundaries”—that is, outside the itineraries that focus on gateway cities or top tier destinations. One of her company’s tours, for instance, takes visitors from New York City to Philadelphia, then Washington, D.C., before heading to Niagara Falls before it returns to NYC for the flight back to India. But in between Washington, D.C., it spends a weekend in Hershey (it stops at Hershey’s Chocolate World) and Harrisburg, the capital of Pennsylvania, as well as stopping for part of a day in Corning, N.Y., home of the Corning Museum of Glass.

We at the Inbound Report asked if we could accompany a group on this non-gateway portion of the itinerary and find out for ourselves, person-to-person, what Indian travelers have to say about the USA and what brings them here. Following are some of the points we picked up from our time with the 47 travelers on the chartered bus that made the trip.

 —English is the language of Indians traveling overseas. A study released earlier this year by Education First, a global education and travel organization, reported that Indians have a high level of proficiency English. Moreover, the level of proficiency is even higher among India’s travel-ready population. Because of the way that English is taught to students within India—stressing correct grammar—Indian travelers are not daunted by legalese or waivers or explanations that are full of American idioms and contractions. They will read and understand all of the disclaimer language in a brochure or contract, even if the typeface that is microscopically small.

 Oh, It’s not necessary to know Hindi—even for Indians—to facilitate the travel experience in the USA. In fact, among the Tours Limited group we were a part of, which included people from all different parts of India, the travelers found it necessary, sometimes, to speak to one another n English, as languages and dialects vary throughout their home country.

 —Springtime is a favorite travel time. A foreign service commercial officer had previously told the Inbound Report that May is a favorite travel time for Indians because it is so hot and humid during the month, and Indian travelers just want to get out of the cities. While there may be some merit to this—a fair number of the group agreed that it is hot and humid at this time of the year—they explained that April, May and the first part of June also comprise the time of the year when most schools are on vacation.

 —It seemed that most of the group who came from India connected to the USA via Emirates or Etihad. One couple had come from Florida to New York to join the tour, having flown to Orlando via British Airways. They intended on returning via BA.

 —For about 80 percent of the tour group, it was their first trip to the United States which means that this tour, through the less populated parts of Pennsylvania and New York State, intrigued them enough to choose it over an itinerary that was focused around New York, Orlando, Los Angeles, Las Vegas or other marquee destinations.

 —They know what they’re looking for and what they will see. And they are curious about what they don’t know. Every single person who talked with us was aware of the Hershey brand, one declaring, “You’ll find Hershey’s in every Indian household.” While this awareness is due, in part, to the international marketing savvy of Milton Hershey (1857-1945), the brand’s founder, knowing about where they are going it is simply the way all Indian travelers: this group told me so. For instance, all of the adult travelers in the group who we spoke with had already researched the Corning Museum of Glass and were looking forward to learning about the glass-making process or visiting the current and/or permanent exhibits.

 After being told of the name of the river that runs through South Central Pennsylvania—the Susquehanna—three members of the group asked us separately for the name again, with one wondering what it meant. (It is Algonquin for “Big Water.”) Another bus-mate asked what the crop was in one farm field along U.S. Route 322. What we saw were the bottom of corn stalks. The farmer was not planting this year, we explained, rotating the corn crop to another field because corn is a crop that removes some of the soil’s rich nutrients. To plan and harvest in the same place every year would deplete the supply of these nutrients.

All of the group’s adults seemed extremely interested about anything having to do with the Amish culture. Several days earlier, in another part of Pennsylvania, they had seen an Amish farm being worked by horse-drawn implements and were curious about the scene. To the extent that we could, we explained the basics of what the Amish believe and how they live. For instance, it is fairly easy to spot an Amish-owned farm, as there are no power lines around—the Amish do not use electricity.

 

 

—Multigenerational travel is a sizable market segment in India. NTTO data on this travel segment are unclear, but every individual we spoke with confirmed that it is normal and usual for an Indian travel part to include grandparents, parents and children. Among the 47 people on the Tours Limited group, we counted five parties that included grandparents/parents/children.

 —VFF rules. As significant as the multigenerational travel segment in general is that which involves visiting family and friends. To a person—the people at Tours Limited, the tour manage and everyone in the group—said that Indians who do stay longer while visiting family and friends are likely to make short trips to destinations and attractions in second- and third-tier destinations when they do.

As it was explained to Inbound, there are hundreds of thousands of expatriates, émigrés and adult children who now live in the U.S. in the Boston-to-Philadelphia corridor and in California’s Silicon Valley. And there are students—lots of students—from India now enrolled at universities in the United States. (In fact, according to the latest report of the Institute of International Education, there are some 133,000 students from India studying in the U.S., or about 15 percent of the total; only China sends more students to the USA.) It is not uncommon for family members to visit a student and stay for months at a time.

One bus-mate, R.D. Mathur, a retired banker-turned-travel blogger, pointed out that he has a brother who went to college in Pennsylvania, and that his son had graduated from college in California, and now works at Google in Mountain View, California. From other conversations we learned that the story of Mathur’s son is not an unusual one.

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We’re Shocked,Shocked!! They hate Donald Trump, too: There is more, but let it suffice to say that one can learn much from the first person contact with a group of travelers visiting the USA—most of them for the first time. Inbound’s editor had to field inquiries on some touchy political subjects, too. The Indian travelers I accompanied, I learned, were interested not only in our beautiful scenery and open spaces—they also have some rather strongly critical opinions about Donald Trump and some other Americans.

How to Attract Indian Groups? Ask Corning Museum of Glass: Were it possible to give advice to a U.S. travel supplier on how to start working the Indian market, our first advice would be to talk with a tour operator like Pabs Raghava, CEO of Tours Limited, to see if it’s right for you. Or, one can contact Sally Berry, tourism sales and marketing manager at Corning Museum of Glass in Corning, N.Y. (It’s in the south central part of New York State.)

A veteran of almost two decades in the tour and travel industry, Berry has been at the Museum of Glass for almost six years and has been a large part of the reason that the attraction has increased its international profile. She uses the location of the museum as a plus: It’s a great place to stop for tours on their way to Niagara Falls from New York and other major cities in the Mid-Atlantic USA.

While the Museum of Glass was already a part of Tours Limited itineraries to the falls, Berry has made the attraction a more integral part of its visitor growth by making certain that the attraction’s cafeteria services vegetarian cuisine and certain Indian specialties. As such, the Museum of Glass is a meal stop, too.

Berry told us that India is definitely a part of the museum’s strategic growth plan for international visitation. Currently, India is its Number two overseas source market, behind only China and ahead of France. She made it a point to visit Tours Limited in its Atlantic area office and strengthen the museum’s ties with the tour operator.

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Visitors from India and Their Passage through Pennsylvania—A Sampler of Images;

 

Off the bus and preparing to visit Hershey’s Chocolate World in Hershey, Pa., the Tours Limited Group receives last-minute instructions on protocol and the amount of visiting time available (it included an hour for shopping at the gift store) from Mihika Pethe, tour manager.

The group descends upon Hershey’s Chocolate World, part of the more than two million visitors who visit the attraction each year.

A trio from the group obviously enjoying the Chocolate World ride that is “safe enough for adults to ride.”

As it turned out, the world’s largest Hershey Milk Chocolate Bar—it weighs five pounds (2.26 kg)—was just too large for this couple to take back to India with them.

Following the visit to Hershey’s Chocolate World, the tour bus returns to Harrisburg, where it is early evening and time for dinner. Here, Mihika Methe returns to the bus to tell the group it’s time to eat at Passage to India, a popular Indian restaurant that sits alongside the Susquehanna River.

The next morning, the group visits the Pennsylvania State Capitol in Harrisburg before heading north for the rest of their itinerary. Here, they’re leaving the bus and crossing Third Street to enter the capitol building.

As they cross the street, this is the view of the capitol building that members of the group have.

An archetypal scene for any contemporary group tour—the family selfie.

The most difficult moment for any tour manager—trying to get the group together and sit or stand still for the group photo.

Tour manager Mihika Methe stops to have a good-bye photo taken with the Inbound Report’s photographer.

 

New and Interesting Product

CALIFORNIA: The San Francisco Museum of Modern Art reopens on May 14, 2016 after being closed three years for expansion. The addition comprises: a total of 235,000 sq. ft. with seven levels of diverse art experiences, 4,000 new works, indoor and outdoor galleries and nearly 45,000 sq. ft. of free, art-filled public space. Free admission (in perpetuity) for visitors 18 and younger. Contact: www.sfmoma.org

Outdoor enthusiasts with a taste for wine can double their pleasure with the new Napa Bicycling and Kayak Tour offered by Enjoy Napa Valley. This combo tour begins with a narrated kayak excursion on the Napa River at 8:30 a.m; then, after a two-hour lunch break between 10:30 and 12:30 p.m., you hop onto a bicycle and head to three wineries. All tours are led by Justin Perkins, a Napa native with more than 25 years’ experience. Cost for this new kayak/bicycle tour is $134 per person. Contact: www.enjoy-napa-valley.com

HAWAII: Waterfalls and volcanoes are two of the Big Island’s most dramatic – and popular – visitor attractions. On Paradise Helicopters’ Waterfall and HeliTrek tour, A passenger can search for red-hot lava sightings, then venture deep into uninhabited valleys where picturesque waterfalls cascade at every turn. Once on the ground, one can enjoy a guided, relaxed trail walk – where it’s possible to fulfill a dream experience of swimming beneath a waterfall. Cost is $699 per person. Contact: www.paradisecopters.com

MASSACHUSETTS: The Prudential Center Skywalk Observatory – 50 floors above Boston – has always been a terrific way to get a sweeping, 360-degree view of the Greater Boston area. The observatory offers personalized tours with its Acoustiguide Audio Tour handsets, with one version for adults (in six languages) and one for children (English). Its newly reopened Dreams of Freedom exhibition tells the city’s immigrant story through new interactive displays, maps, a theater and a virtual helicopter tour. Pricing (which includes Audio Tour, Dreams of Freedom Museum and Multimedia Center) is $17 for adults; $14 for seniors 62 and older; $12 for children 6th grade and under. Contact: www.skywalkboston.com

MICHIGAN: What’s new at the zoo? In Detroit, there is a new penguin facility, the largest in the world. Just opened, the Polk Penguin Conservation Center is an ice-cold, 326,000-gallon, 25-foot deep aquatic zone where more than 80 penguins of four species will explore their habitat and do their customary deep dives. Two acrylic underwater tunnels will provide guests with views above and below water as the birds dive and soar – something that’s impossible to see even in the wild. Tickets are $14 for adults, $10 for children ages 2-14 and seniors; all tickets include admission to the PPCC. Contact: www.detroitzoo.org

 

New International Air Service

Carrier	From	To	Date	Comments/Aircraft/Frequency
Ethiopian Airlines	Addis Ababa, Ethiopia	New York JFK	Jun-16	Boeing 787 Dreamliner; 3 weekly one-stop flights (Lome, Ethiopia)
Fiji Airways	Fiji	San Francisco, CA	6/16/2016	Seasonal; Airbus A330-200
WestJet	Toronto, ON	Los Angeles, CA	6/29/2016	Resumption of service; Boeing 737-700/800; once daily
WestJet	Toronto, ON	Nashville, TN	6/15/2016	Encore Dash8-Q400; 5 weekly
WestJet	Vancouver, BC	San Diego, CA	6/16/2016	Boeing 737-800; 3 weekly
Wow Air	Keflavik, Iceland	Los Angeles, CA	6/15/2016	Airbus A330-300; nonstop; 4x weekly round-trips
Wow Air	Keflavik, Iceland	San Francisco, CA	6/09/1016	Airbus A330-300; nonstop; 5x weekly round-trips

HODGE PODGE: Shifts, Shakeups and Occasional Shaftings in the Tour and Travel Industry

Darren Huston, the chief executive of Booking.com and its parent company The Priceline Group, has resigned over a “personal relationship” with an employee who was “not under his direct supervision.” Huston’s decision to leave followed an investigation by independent directors. Gillian Tans, COO, will take over for Huston at Booking.com. At Priceline, Jeffery Boyd, the current chairman, will serve as interim chief executive.

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Sheelagh Wylie has been promoted to vice president, business development & head of sales, Midways Attractions, North America at Merlin Entertainments from her previous position as head of trade sales, North America, for the company. A veteran of more than 25 years in the travel and tourism industry, Wyle has held senior sales and marketing positions at several other tourism industry organizations during the course of her career.

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Julie Calvert is leaving her post as vice president of communications and strategic development at the Cincinnati USA CVB after 15 years with the organization. The bureau said the move was part of a strategic realignment and expansion of its leadership team. Calvert, will depart June 1 to transition to a new full-time role as executive director of Source Cincinnati, a regional initiative driving national placemaking efforts for Cincinnati.

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Also, Jason Dunn has been promoted to vice president of multicultural and community development at the Cincinnati USA CVB. He previously served as director of multicultural affairs. Dunn has been with the bureau for nearly 12 years.

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In addition, the Cincinnati USA CVB has announced that Randie Adam has been promoted from director of marketing to a newly-created vice president of marketing and visitor services role. Adam, who has been with the bureau since 2007, previously served with Hocking Hills (Ohio) CVB.

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Aviareps, the global tourism GSA based in Munich, has announced the appointment of Edgar Lacker, vice president and commercial director Europe, to the post of CEO, succeeding Michael Gaebler. Gilles Gosselin, current CEO of Aviareps France will be the new vice president Europe. They respectively take up their new duties May 31, 2016. A long-time veteran of the company, Lacker has served in over the years in various positions including sales manager and vice president, Europe.

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The San Diego Tourism Marketing District has announced the appointment of hotel industry veteran Brian Hughes as its new executive director. Hughes replaces longtime executive director Lorin Stewart, who left to become the interim CEO of Lead San Diego. Hughes has nearly three decades of experience in the hotel industry. Since coming to San Diego in 2008, Hughes worked for Omni Hotels & Resorts, lastly as general manager of the Omni Rancho Las Palmas Resort & Spa.

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Jay Santos, longtime inbound tour and travel industry veteran who has worked out of Florida for many year, has been named head of global business development for the Grupo Trend, a top B2B travel company based in Brazil. Previously, Santos had been vice president of global travel industry sales and marketing for Visit Orlando until last December when the organization restructured its sales and marketing operations. Prior to Visit Orlando, Santos held senior positions with Hotelbeds, Access USA and ACC Tours.

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Tourico Strikes Deal to Book Hotels for Virgin Holidays 

A little more than four months after it announced that it would to become a purely direct-sell tour operator after 30 years of selling through the trade, Virgin Holidays has announced a partnership with Orlando-based Tourico Holidays in which the latter will open up Tourico’s  inventory of hotels throughout the world.

Virgin Holidays, which bills itself as “the largest, most successful transatlantic tour operator, and market leader for travel to the USA,” provoked a strong negative reaction from travel agents as well as other UK tour operators when it announced late last October (just weeks before the World Travel Market convened in London) that it was circumventing the trade by selling directly to consumers through its website and national network of retail stores in the UK.

At a news conference during WTM held early last November in London, Mark Anderson, managing director of Virgin Holidays, said that the decision “has not won me any popularity awards with agents,” but emphasized that there would not be any reversal of the move. “Owning the customer experience end-to-end is really important to us as it helps us enhance the overall experience for the customer, particularly pre-departure,” he said. He added that the company would be securing even more leisure flying from its sister airline, Virgin Atlantic, going forward.

For Tourico, the venture is about more than just the UK outbound market to the USA. The company also plans to grow inbound travel to the UK by adding to its partner support team on the ground, increasing the number of hotel partners in the market, securing deals at hotels in London, and by leveraging its network of tour operators and other distributors in primary source markets—including Canada, the United States, China, and the Middle East. Tourico has also committed to opening an office in downtown London, which will house nearly 100 team members by 2018.

 

Good News and Better News: In UK, Family Travel Bounces Back—So Does Number of Operators

Two new reports tell us that the UK tour and travel industry is returning to levels of business not seen since the prior to the trough period of the 2008-09 economic recession:

First, the elimination of the Air Passenger Duty (APD) has led to a double digit increase over two  years in departures to Florida, according to ABTA.

Second, the number of tour operators, travel agencies, travel agents and travel business volume has grown dramatically—almost reaching pre-2008 levels. More detail follows:

     1. Elimination of the APD: Beginning May 1, 2015, the British government eliminated the APR for children under 12 years of age ABTA said figures from GfK‘s Leisure Travel Monitor show sales for the Caribbean are up 29 percent for this summer and bookings for Florida are up 13 percent over two years. Both destinations, especially Florida, are sold as family destinations in the UK.

ABA said the increase was “perhaps partly boosted” by the abolition of APD for children. Now, beginning this week (March 1st), families with teenage children will fly for less with the removal of APD on economy flights for children under 16. The effective result of this is to lower the cost to a long-haul destination such as Florida by some $400 in airfare.

Originally, when it was first implemented in 1994, the APD was a flat £5 charge on flights within the UK or elsewhere in the EU, and a £10 charge on all other flights. It was aimed at raising revenue to fund environmental programs, but soon grew to cover more individuals and increased in size as it was found to provide substantial revenue for the government’s general fund. In recent years, the travel and tourism industry had been waging a vigorous campaign to have it eliminated or reduced. The exemption of children under 12 (and later 16) was first announced in the fall of 2014.

     2. Business and Businesses are Back for UK Trade: It was revealed last week that combined travel agency and tour operator turnover in the UK increased for a sixth successive year in 2015 to almost £32 billion ($44.4 billion). The 12 percent year-on-year rise, said an analysis of the UK’s Office for National Statistics (ONS) data by the UK’sTravel Weekly’s sister publication, Travolution, was the second-highest annual increase since 2008.

ONS data also showed the number of agencies surpassed 4,000 in 2015 and the number of travel agents in the UK will recover to near pre-recession levels next year. The data analysis for the 2016 Travolution Innovation Report shows there were 66,224 agents in the UK last year. This figure is forecast to increase to 68,514 in 2016, close to the 69,471 recorded in 2008 at the start of the downturn, and sizable increase over the nine-year low in 2013 of 59,289.

The data show tour operator numbers and employment fared even better than agents during the recession, weathering the downturn better and recovering earlier.

—In 2008 there were 1,590 tour operators with 18,757 staff.

—By 2011, after two successive years of decreases, there were 1,615, with 19,090 employees.

—In 2015, there were 1,920 tour operators and 22,215 employees.

—in 2016 the figure is forecast to top the 2,000 mark, with employees rising to 23,364.

NAJ’s RTO Summit West Photo Gallery—Part 2

The peripatetic Laszlo Horvath, CEO, Active Media, moves from the podium and then table to table during his presentation, How to Use Google Predictive Analytics to Forecast International Intent to Travel to Specific Destinations from a Variety of Source Countries.

Evan Saunders, founder of Attract China and a regular featured speaker at NAJ’s RTO Summit series, furnishes delegates with an update on the overall condition of the travel market from China.

Gary Oldfield, travel industry sales manager, Greater Palm Springs CVB, closely follows the opening “State of the Industry” presentation by Jake Steinman, founder and CEO of the NAJ Group.

Just finished with their discussion of what social media techniques suppliers should consider when dealing with receptive tour operators are: Patrick Swen, marketing director, Lassen Tours; Roselle Masse, product director, TeamAmerica; and Aniseh Dalju, co-founder of Onward, a new Anaheim-based receptive tour operator.

Sharing a moment together during the Summit’s morning coffee break period, are Robert Graff, corporate vice president of marketing and international sales, Papillon Group-Papillon Helicopters/Scenic Airlines; and Elaine Kellogg, executive director, business development/international marketing, Grayline-City Sightseeing New York.

Could you please get serious? Remarks off-camera by Ko Ueno, executive director of Agent Kai (the Japanese Tour Operators Association of California) prompted this candid moment of laughter among the operators attending following a group luncheon program that had a presentation featuring NAJ’s new website, TourOperatorland.com.

Front row (left-to-right): Betsy Cooper, tour operator community manager/marketing, NAJ Group; Katsuhisa Seki, JTB USA; Osuke Ishiguro, JTB USA; Jake Steinman, founder and CEO Group; Michelle Kariyone, Kintetsu;  and Shigekazu Kuwamura, Kintetsu.

Second row (left-to-row): Shinsuke Takahashi, HIS; Bobby Valenciano, HIS; Mike Miura, TTA; Ko, Shota Tsukamoto, HIS; Tomomi Soliz, Meitetsu; Hiromi Huaman, TTA; and Erika Mason (Kintetsu).

At his table preparing to give one-on-one advice to Summit delegates during the closing program’s “Genius Bar” feature is Florian Herrmann, president, HMS International.

Pepe Avila, director of tourism development, Visit Anaheim, listens as Elena Ferranto, director of strategy, Sparkloft, explains some of the finer points of using social media to connect with international travel buyers.

Jake Steinman (right), founder and CEO of the NAJ Group, works at the laptop of Brian Jemison, director of sales and marketing, Legends OUE Skyspace Los Angeles, as he explains some of the unique features of NAJ’s new website, TourOperatorLand.com.

A close-knit collection of Pennsylvanians made the trip to Marina del Rey. From the group at the Summit’s closing reception are (left-to-right): Ann M. Pilcher, tourism sales manager, Pocono Mountains CVB; Anni Jirapatnakul, tourism supervisor, Philadelphia CVB; Greg Edevane, director of sales, Chester County Conference & Visitors Bureau; Nathan A. Claycomb, business development manager, Sight & Sound Theatres; Peggy Nana-Sinkam, group manager, The Amish Farm and House; Jennifer L. Buchter, managing director of hospitality and sales, Amish View Inn & Suites; Jenny McConnell, director of sales, Destination Gettysburg; and Mara Sultan convention and international sales manager, Discover Lancaster.

 

Brazilians Spending Overseas Dwindled Down by 32% Last Year

A recent report from Brazil’s Central Bank for the year 2015 confirmed what travel suppliers in the United States and in other key international destinations favored by travelers from Brazil have reported for the past year to the Inbound Report: They cut their overseas spending dramatically. The nation’s  Central Bank said that Brazilians spent 32.1 percent less overseas (the USA is the number one destination for Brazilians traveling overseas) in 2015, for a total of $17.357 billion, the  lowest volume since 2010.

And unless the Brazilian Congress takes action to reverse a measure implemented last month by the central government—it applied a 25 percent tax on tourism services paid abroad, meaning that tour operators and travel agents booking hotels and packages overseas will have to charge their clients an additional 25 percent levy—the situation will likely get worse.

“It’s not Rocket Science.” For much of last year, especially at last June’s IPW in Orlando (there, we visited two major shopping mall favorites of Brazilian travelers and spoke with tour operators and journalists who covered the market), last September’s La Cita de Las Americas trade show in Boca Raton, Fla. and last November at NAJ’s RTO Summit East in Orlando, the Inbound Report has heard report after report of how Brazilians are spending less on shopping. One receptive tour operator told us that, while travelers from Brazil were still shopping, “they’re only putting one shopping bag in the overhead bins instead of two.”

Actually, from the perspective of Brazilians, they are spending the same amount of Brazilian reais—it’s just that the currency is worth much less. As one reader wrote in a Rio Times article on the decline in spending: “To put it another way, Brazilian tourists are spending the same amount abroad, but their money is worth 50% less so they have the same number of reais available to spend, but it buys half the dollars/Euros/Pounds or whatever that it did a year ago. It’s not rocket science.”

Here is a table cataloging the decline of the real against the U.S. dollar over the past year-and-a-half.

The Dwindling Power of the Real

Brazilian Real : U.S. Dollar

Last 18 Months, by Quarter

Month/Year†	Value of Real
Aug-14	$0.44
Nov-14	$0.38
Feb-15	$0.35
May-15	$0.34
Aug-15	$0.29
Nov-15	$0.26
15-Feb	$0.25
† Rate recorded on 15th of each month
Source: Xe.com; prepared by Inbound Report

For a table showing a two-year history of the real-dollar currency exchange rate, visit:

http://www.xe.com/currencycharts/?from=BRL&to=USD&view=2Y

Outlook Remains Bleak: In addition to the 25 percent tax on international tour products, the Brazilian economy is in the midst of a recession. In December, economic activity fell 0.5 percent over the previous month in seasonally-adjusted terms, according to the Central Bank’s monthly indicator for economic activity. This compares to November’s revised 0.6 percent decline. This print marked the tenth consecutive month of decline as the economy remains in recession.

I chat, You Chat, We all Chat for We Chat!—China’s Most Powerful Platform

In the first few years following the December 2007 Memorandum of Understanding between China and the U.S. that authorized the marketing and promotion of Visit USA leisure travel in the country, the phrase “China Ready” meant that U.S. hotels and travel suppliers should furnish their guests with in-room tea kettles and slippers; provide Chinese language menus and brochures and have Mandarin-speaking staff and tour guides.

Clearly, the tour and travel industry has upgraded (or should have upgraded) to “China Ready 2.0,” which integrates the earlier features with readily available and free Wi-Fi everywhere and platforms for digital devices and apps that accommodate the 659 million Chinese consumers who rely on their smartphones to use WeChat in order to conduct all of their travel-related conversations, exchange messages and photos, conduct research and make and pay for their bookings. This is what Brian Chuan, the newly minted director of travel trade development at South Coast Plaza in Newport Beach, California—he joined recently from Macy’s—made clear to delegates at NAJ’s recent RTO Summit in Marina del Rey, California.

In keeping with the spirit of Digital Day—the first day of the RTO Summit dedicated to familiarizing international tour and travel professionals with digital techniques and applications—Chuan focused on the importance of WeChat as an international marketing tool that will help enable (or enhance the ability of) U.S. travel suppliers to penetrate the Chinese market. While there is an international version of WeChat, that version does not have the numbers or in-country possibilities that a Chinese hosted account does.

From Chuan’s notes …

WeChat is:

—Known as Weixin, the largest messaging app in China

—Developed by Tencent, released in January 2011

—Mobile text and voice messaging communications service

Its key functions are:

-Text

-Voice

-Walkie Talkie

-Stickers

-Others (includes photo, video, coupon, lucky money, GPS location, group chat)

—Public Accounts

—Moments

—Games

—WeChat Payment

—Shake

WeChat by the Numbers

Category	Number
Number of registered WeChat accounts	1.1 billion (January 2015)
How many people use WeChat	650 million monthly active users (Nov. 2105)
Number of WeChat users that access it on smartphone	639 million (January 2016)
Number of people who use WeChat outside China	100 million (March 2014)
Average amount of time Chinese adults spend on WeChat daily	40 minutes (April 2015)
Percentage of WeChat that use it more than 10 times a day	55.2% (January 2015)
Ave. number of times WeChat users visit it daily	7.8 (September 2015)
Percentage of WeChat users that purchase products online	83% (August 2015)
Percentage of population in Tier 1 cities in China that user WeChat	93% (December 2015)
Percentage of population in Tier 2 cities in China that user WeChat	69% (December 2015)
Number of offline stores that accept WeChat payment	300,000 stores (February 2016)
Percentage of WeChat users—male : female	64.3% male to 35.7% female (August 2015)
Percentage of millennials that use WeChat globally	60% (February 2015)
Percentage of WeChat users that are between the ages of 18-36	886.2% (January 2015)
Source: South Coast Plaza

Comparison Monthly Active Users of Selected Sites

Site	Monthly Active Users
Facebook	1.55 billion
WhatsApp	900 million
QQ	860 million
Facebook Messenger	800 million
QZone	653 million
WeChat	650 million
Tumblr	555 million
Instagram	400 million
Twitter	320 million
Baidu Tieba	300 million
Skype	300 million
Viber	249 million
Sina Weibo	222 million
LINE	212 million
Snapchat	200 million
YY	122 million
VKontakte	100 million
Pinterest	100 million
BBM	100 million
LinkedIn	100 million
Source: Statista 2016

How it Can and Will Work in the Future: To illustrate the latest application of WeChat, Chuan played a video explaining how Caesars Entertainment has partnered with WeChat with its “connected room” at its Linq hotel in Las Vegas. Everything from booking the room (from China) to setting the lighting, temperature and coffee timer for the room can be done through the app. There is more, which is explained in the three-minute video at https://www.youtube.com/watch?v=4CMDLPKWI1w

Merlin Entertainments Buys Share of Big Bus Tours To Expand Ticket Distribution Network

UK-based Merlin Entertainments last week announced that it had invested more than $34 million for a 15 percent share in Big Bus Tours. The arrangement will open up additional channels of distribution for both companies as they will now cross-promote product globally and sell each other’s tickets.

In the USA, Big Bus—founded in London in 1991, it is the largest operator of open-top sightseeing tours in the world, it has sightseeing tours in 18 cities across three continents—operates hop on-hop off tours in Philadelphia, Washington, DC, Miami, Las Vegas, New York, San Francisco and Los Angeles.

Headquartered about 110 miles southwest of London, Merlin Entertainments, whose portfolio makes it the second-largest operator of theme parks/attractions in the world—behind only Disney—owns such properties as Madame Tussauds, Legoland parks and Discovery Centers, the London Orlando Eye and the Dungeons attractions. Some of its USA properties include:

—Legoland parks and resorts near Orlando and north of San Diego

—Madame Tussauds in Washington DC, Las Vegas New York and San Francisco

—Legoland Discovery Centers in Atlanta, Boston, Chicago, Dallas-Fort Worth, Kansas City, suburban Detroit and Tempe, Arizona.

For more information, visit:

http://www.merlinentertainments.biz/ and http://eng.bigbustours.com/international/home.html

HODGE PODGE: Shifts, Shakeups and Occasional Shaftings in the Tour and Travel Industry

Cathy Domanico joins Brand USA as vice president of global trade development (effective March 14) after serving the past 11 years as the vice president of tourism and leisure sales for Choose Chicago. Prior to joining Choose Chicago in 2005, Domanico served as the vice president of marketing and business development for the Notebaert Nature Museum in Chicago.

 

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Sharon Siskie is the new senior vice president of sales for Walt Disney Parks and Resorts, U.S.

In this role, Siskie, who has been with Disney for more than 20 years, will be responsible for leisure and non-leisure sales channels within the domestic Walt Disney Parks and Resorts segment. A highly regarded industry veteran, she will also oversee the sales and marketing organizations for Canada and Latin America, as well as global in-bound receptive channels. A 21-year Disney veteran, Siskie most recently served as vice president, marketing and sales, international.

 

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Michael Crockatt has been named president & CEO of Ottawa Tourism effective March 7th.

Crockatt takes over from Interim president & CEO Dick Brown who has filled in since June 2015.

He comes to the position from InterVISTAS Consulting, where he served as senior vice president, air service and business development. Previously, Crockatt served as vice president, business development & marketing with the Ottawa International Airport Authority for over eight years.

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Tracy Lanza has joined Brand USA in the newly created position of vice president of Integrated marketing (effective March 7). Lanza has worked at Brand USA since 2012 as the vice president and global account director on behalf of J. Walter Thompson and JWT Action/Geometry Global (part of the WPP portfolio of agencies and Brand USA’s former agency of record). Lanza has spent more than 20 years in the advertising and marketing industry including the past 11 years with a wide variety of WPP portfolio holdings including Ogilvy & Mather, Young & Rubicam, Hill+Knowlton and Mediacom.

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Helene Hall has left the lowcosttravelgroup where she was a marketing director and led global marketing teams in nine key European markets as well as the U.S., focusing on the UK and Ireland, and has joined the senior team of content marketing digital agency, Melt, as chief commercial officer. Previously she held director level roles at digital agency Gravytrain, where she was responsible for search and more recently for digital marketing. Before that she was global head of SEO at Holiday Autos.

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