THE TRAVEL CONVENTION
Convention Programme 9-11 October 2017
#ABTA17
Hosts
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
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THE TRAVEL CONVENTION
Welcome to The Travel Convention On behalf of ABTA, it will be my pleasure to welcome you to The Travel Convention 2017.
Lead Partner
Ponta Delgada, the capital of São Miguel and the largest of the nine Portuguese islands that form the remarkable and beautiful archipelago of the Azores, will be a new destination for many delegates. I can assure you that this charming island, with its diversity of experiences and a deep-rooted heritage, provides the perfect setting for our annual meeting. The Travel Convention was conceived to provide ABTA Members and the wider audience with a unique opportunity to understand what lies ahead for our industry and to be able to shape tomorrow’s world of travel.
Headline Partners
This year’s theme of The Next Chapter offers us a chance to take stock, anticipating and debating the issues affecting our industry. From political upheaval and Brexit uncertainty through to security issues and technological change, we all have much to consider, and preparing for an uncertain future is more important than ever. As the must-attend travel event, this year’s Travel Convention will also afford you the opportunity to network with a wide range of decision makers, influencers and opinion formers from across the mainstream and specialist travel sector as well as with travel media.
Hosts
Whether at the business sessions, social events or the many optional activities that we’ve lined up, I’m confident that your stay in the Azores will be time well spent. Mark Tanzer Chief Executive ABTA
Trade Media Partner
www.abta.com @ABTAmembers 3
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Programme of Events Monday 9 October
[page 9]
Transfers to the Teatro Micaelense
From all hotels
09:30-09:45
Opening Ceremony
Auditorium
09:45-16:00
Business Sessions
Auditorium
08:00 -15:30
Golf Day*
08:00 -12:00
Whale Watching*
09:45-09:55
Welcome to The Travel Convention
08:30 -15:30
Furnas Excursion*
09:55 -10:10
Turning the Page
09:00 -19:30
Private Events
10:10 -10:45
The Next Chapter
09:00 -13:00
Ride for your LifeLine*
10:45 -10:50
ABTA LifeLine
09:00 -12:30
Lagoa do Fogo Excursion*
10:50 -11:30
Coffee Break/Meet with ABTA
13:30 -17:00
Sete Cidades Excursion*
11:30 -12:00
The Future for Cruise
13:30 - 16:00
Lead Partner Lunch***
12:00 -12:35
The World: In 2018 and Beyond
16:30 - 19:30
Football Match*
12:35 -12:40
Morning Summary
19:40
Welcome Party Transfer
From Azoris Royal Garden and São Miguel Park Hotels
12:40 -13:50
Delegate Lunch
Marquee
20:00 - 22:30
Welcome Party
Sea Pavilion, Portas do Mar
12:40 -13:50
Meet with ABTA
Level 1
22:30
Return Transfer
To Azoris Royal Garden and São Miguel Park Hotels
13:50-13:52
Welcome Back
13:52-13:55
British Ambassador to Portugal
Kirsty Hayes
Lobby Market, Shark Bar and Casino Foyer, Azor Hotel
13:55-14:35
New International Relations: The Changing Political Landscape
Peter Foster Alan Wardle
[pages 10-18]
14:35 -15:25
Designing the Future
15:25 -16:00
Losing Sight of Shore
16:00
Convention Close
From 22:45
Batalha Golf Course
From 08:45
Estádio de São Miguel. – Santa Clara Stadium
Convention Bar
Tuesday 10 October 07:40
Transfers to the Teatro Micaelense
08:00 - 09:15
Travel Weekly Business Breakfast***
08:15- 09:00
ABTA Press Briefing**
From all hotels Level 2, South Room Azoris Royal Garden Hotel
4 NB: ABTA welcomes private events during the Convention. However, these must only take place at the times indicated for private events.
Chris Ship Mark Tanzer Rory Sutherland Chris Ship Level 1 Arnold Donald Tom Johnson Chris Ship
Chris Ship
Lucy Huxley Dominic Tucker James McClure Helen Caron Natalia Cohen Claire Irvin
THE TRAVEL CONVENTION
16:00
Return Transfers
To all hotels
18:30 - 20:00
Meet the Media*
Casa da Vista Alegre
11:50-12:35
Consumer and Travel Trends 2017
20:15
Travelport Party Transfer
From São Miguel Park, Marina Atlântico and Azor Hotels
11:55-12:40
The Future of Work
12:35-13:35
Delegate Lunch
Marquee
20:30 - 23:00
Travelport Party
12:35-13:35
Meet with ABTA
Level 1
23:00
Return Transfer
To São Miguel Park, Marina Atlântico and Azor Hotels
From 23:15
Convention Bar
Lobby Market, Shark Bar and Casino Foyer, Azor Hotel
Wednesday 11 October 07:40
Transfers to the Teatro Micaelense
08:00 - 09:15
LBC Breakfast*
From 08:40
Transfers to the Teatro Micaelense
09:25-15:15
Business Sessions
09:25- 09:35
Welcome to Day Two
09:35- 10:10
Millennials: Coming of Age
10:10 -10:45
A World of Emerging Technologies
10:45 -11:15
Coffee Break/Meet with ABTA
11:15-11:40
2020 Vision
11:40 -11:45
Workshop Options
Coliseu Micaelense, Ponta Delgada
[pages 22-31] From all hotels Level 2, South Room From all hotels Auditorium Chris Ship Dr Paul Redmond Euan Cameron Clare de Bono Level 1
Specialist Workshops – Set One
Level 2, South Room
Specialist Workshops – Set Two 13:40-14:20
Tapping into the Hottest Trends in Travel
13:40-14:20
Cyber Security and Protection of Personal Data
14:25-14:28
Welcome Back
14:28 -15:00
Overcoming Adversity
15:00-15:10
Closing Remarks
15:10-15:15
Destination 2018
15:15
Convention Close
15:15
Return Transfers
To all Hotels
16:00
Airport Transfer
From all Hotels
From 16:00
Private Events
From 19:00
Evening at Leisure
From 21:00
Farewell Bar
Andy Washington Chris Ship
Auditorium
Auditorium Level 2, South Room
Chris Ship Rob and Paul Forkan Chris Ship Noel Josephides Chris Ship
Lobby Market, Shark Bar and Casino Foyer, Azor Hotel
Thursday 12 October
ABTA reserves the right to change the programme details as outlined in this brochure. * advance booking required ** media only *** by invitation only
08:00-12:00
Whale Watching*
09:00 - 12:00
Sete Cidades Excursion* 5
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Welcome to the Azores On behalf of the Azores Regional Government, I would like to thank ABTA for providing us with the opportunity to welcome the prestigious Travel Convention to São Miguel, the largest and most populous island in the Portuguese archipelago of the Azores. I am truly honoured that ABTA has chosen the Azores to host its annual Convention. The UK is one of our most important markets, and the event offers us a valuable opportunity to promote our wonderful archipelago of nine islands to you, the British travel industry. Because of nature and for nature, tourism has come to play an increasingly important part in the Azorean economy. Named the second best islands in the world for sustainable tourism by National Geographic Traveller and the number one sustainable destination in the world by the Green Destinations Organisation, the Azores is an authentic paradise on earth for all those who love nature, boasting lush, green landscapes throughout the year, a mild climate and an intense relationship with the sea. The perfect symbiosis between nature and sustainable tourism sees the Azores offer all our visitors idyllic conditions and unforgettable experiences. The Convention will offer you the opportunity to discover our islands when indulging in some of the world’s very best holiday activities. From whale watching, diving, trekking, geo-tourism and sailing to bird watching, fishing, canyoning and kayaking, horse riding, diving, cycling and mountain biking, surfing, sailing, paragliding and golf, there is so much to see and do in the Azores. I look forward to hosting you over the course of a successful and rewarding Convention. When it comes to the challenge of promoting our region, rest assured that you will always find a partner in the Azores Government. Marta Isabel Vieira Guerreiro Regional Secretary for Energy, Environment and Tourism The Azores Regional Government
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www.visitazores.com/en @visitingazores
THE TRAVEL CONVENTION
Fly with us!
As President of APAVT, the counterpart of ABTA in Portugal, it is with great joy that I welcome you to the Azores for this year’s Travel Convention. We are well aware of the importance of the British market for Portugal as a tourism destination. The UK market has historically led the ranking in terms of the number of tourists, room nights and income. But we are also aware that the overwhelming majority of Britons still don’t know much of what our country has to offer. This was our motivation to invite ABTA to hold its Convention in Portugal, and then, with the support of the Regional Government of the Azores, to realise this dream in Ponta Delgada on the beautiful island of São Miguel. Together with the Regional Secretary for Tourism, we have been able to bring together the entire tourism industry of the Azores in support of this event. Azores Airlines, hotels, incoming agencies and venues; everyone is absolutely delighted to host this event and to have a chance to show you this hidden gem.
AZORES PACKAGES Find more at: sata4agents.com/en/home Promotions, packages, newsletters, groups and procedures. Welcome aboard!
Authentic, unspoilt, sustainable, charming and astonishingly beautiful – nature offers you a palette of green and blue colours you surely won’t forget. This, together with genuinely welcoming people who will always greet you with a smile, makes the Azorean difference. In the middle of the Atlantic Ocean, these volcanic islands remain one of Portugal’s best kept secrets, which we’d love you to get to know, and, we’re sure, fall in love with. Should you consider to develop business with the Azores or any other areas in Portugal after your visit, APAVT members will be your best and most reliable options. Our members abide by our own Code of Conduct, and are committed to offering the highest quality of services. They’re eager to develop solid and long-lasting business partnerships with the British travel industry. Having previously attended The Travel Convention, I am sure you will enjoy the best of both worlds. A great opportunity to learn and debate the future of travel in a destination that has everything necessary to become the ‘must-visit’ destination for UK holidaymakers. Pedro Costa Ferreira President APAVT
www.apavtnet.pt/en @apavt
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
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THE TRAVEL CONVENTION
Monday 9 October 08:00-15:30
Golf Day* Batalha Golf Course
16:30 -19:30
Football Match* Estádio de São Miguel. – Santa Clara Stadium
Sponsored by
The Golf Day will take place at the Batalha Golf Course, which is renowned for its breathtaking sea views and fascinating woodland scenery that line the fairways. Golfers will enjoy 18 holes followed by a networking buffet lunch and drinks. Transfers depart from 07:15, please check the schedule in your hotel lobby.
From 08:00
Optional Excursions* A visit to the Azores without exploring São Miguel island would be a missed opportunity and four excursions, offered at a reduced rate by Turangra, will be available to all delegates.
Sponsored by We are the Azores
The Whale Watching boat ride is a chance to admire the marine mammals of the Azores in their natural habitat, whilst an excursion to Furnas will include a stop at Parque Terra Nostra – the world-renowned botanical garden – and Lagoa das Furnas, where you will watch the preparation of Cozido das Furnas, which will be served for lunch. Alternatively, there are picturesque trips to Lagoa do Fogo (fire lake) and Sete Cidades (volcanic crater).
09:00-19:30
Private Events
09:00-13:00
Ride for your LifeLine*
Sponsored by
Cheer along the players of team ‘White Hart Associates’ and team ‘Travel Trade Consultancy’ at this year’s 11-a-side football match. The game will take place at Santa Clara Stadium, which is UEFA approved and home of the Azorean regional football team. Transfers for players and spectators will be provided from the Azor Hotel at 16:00.
A scenic coastal bike ride in aid of ABTA LifeLine, where delegates can discover some of the Azores’ beautiful landscapes. The ride departs from Ponta Delgada and delegates will stop for refreshments at Populo Beach before cycling back to enjoy lunch courtesy of Avis Budget Group.
How to book excursions and optional activities Pre-booking is essential – visit the activities section of the Convention website for details. For last minute excursion availability, please email congressos@turangra.com or call +351 295 204040. For all other activities, email contact moreinfo@thetravelconvention.com
20:00 -22:30
Welcome Party Sea Pavilion, Portas do Mar Hosted by the Azores Regional Government, this party will take place in the Sea Pavilion at Portas do Mar, located in the centre of Ponta Delgada Marina and within easy walking distance of the Azor Hotel and Hotel Marina Atlântico. Delegates will savour delicious Azorean food in a relaxed atmosphere with musical entertainment including a saxophone troupe and top DJ. Be prepared to dance and enjoy an unforgettable evening.
Hosted by
Transfers will be provided from Azoris Royal Garden Hotel and São Miguel Park at 19:40 – please check the noticeboard in your hotel lobby to re-confirm transfer times. Dress code: smart/casual
From 22:45
Convention Bar Lobby Market, Shark Bar and Casino Foyer, Azor Hotel
Sponsored by
Join ANA – All Nippon Airways, sponsor of this year’s Convention Bar, and continue networking into the early hours. Delegates will enjoy a welcome drink, live music and the opportunity to WIN a trip to Japan – courtesy of ANA and Club Med. To be in with a chance of winning, all you need to do is turn up and pop your business card in the competition box!
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* advance booking required
** media only
*** by invitation only
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Tuesday 10 October But at a time of change, people still yearn for certainty and simplicity in their lives, and particularly in their travel choices. What travellers want today is essentially the same as it has always been – safety, comfort, value for money and experiences. But with the introduction of new, sophisticated technologies and techniques, the importance of focusing on the simple things can be forgotten. How will the travel industry cope with complexity in a world that desires simplicity? Against a background of rapid change in the world and in the travel industry, this year’s plenary and workshop sessions will uncover the challenges and opportunities that lie ahead, guiding us as we move into The Next Chapter. 2016 was an eventful year in so many ways and will go down in history as a year of surprises. First there was the shock of the EU referendum result and the start of planning for life after Brexit, followed by the equally if not more surprising victory of Donald Trump in the US election. These momentous events and their fall-out have caused much uncertainty globally, and the economic markets have been volatile in their wake.
The Travel Convention programme is developed around three pillars: Our World, Our Industry and Your Business. Each session will be dedicated to one of these three pillars, with a finale on the last afternoon of the business sessions.
The political upheaval has redrawn the social and political map in the UK and the United States. Traditional party loyalties have been replaced by new political groupings, based on age, geography, attitude and issues. The growth of social media has allowed new structures to evolve, and understanding the mentalities and behaviours of the Millennial generation will be crucial in preparing for the future.
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the issues and emerging trends affecting the industry best business practice and innovations coming down the line
The fourth pillar of The Travel Convention is Your Network. There will be plenty of time to network with fellow delegates as well as ABTA’s Board and Senior Management Team throughout the event. There are also several excursions available, which are a great way to experience the Azores as well as an ideal opportunity for informal networking.
Teatro Micaelense This year’s business sessions will take place at the historic Teatro Micaelense, which is within walking distance of three of the Convention hotels, although coach transfers will be provided from all properties. See map on page 37.
what’s going on and what lies ahead?
Teatro Micaelense, Largo S. João, 9500-106 Ponta Delgada
THE TRAVEL CONVENTION
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Tuesday 10 October 08:00-09:15 Organised by
By invitation only
08:15-09:00
Travel Weekly Business Breakfast***
09:45 -16:00
Level 2, South Room
Auditorium, Teatro Micaelense
Travel Weekly Business Breakfasts focus on the pressing issues facing the travel industry, with speaker line-ups including senior executives from within the industry and related sectors. The subject and panel for this special invitation-only Travel Convention Business Breakfast were being confirmed as this Convention Programme went to press, with Travel Weekly planning an agenda to deliver timely and relevant business insights for the industry’s decision makers. The Business Breakfast is sponsored by Kuoni.
09:45-09:55
After an assured debut last year, broadcast journalist Chris Ship, Royal Editor at ITV News, will return to moderate the Convention’s business sessions. A regular face on ITV News at Ten, Chris is a senior member of ITV’s reporting team, joining the royal bureau after many successful years as the channel’s Deputy Political Editor at Westminster. Chris will open the business sessions with an overview of this year’s Convention theme and programme, while acknowledging the event’s key partners.
ABTA Press Briefing** 09:55-10:10
Opening Ceremony
Turning the Page
Auditorium, Teatro Micaelense
Mark Tanzer, Chief Executive, ABTA
The hosts of this year’s Travel Convention will welcome delegates to the Azores.
ABTA’s Chief Executive sets the scene for this year’s Convention by examining some of the important events and trends of the past twelve months, and suggesting what they mean for the travel industry of the future.
10:10 -10:45 Marta Isabel Vieira Guerreiro Regional Secretary for Energy, Environment and Tourism, The Azores Regional Governemnt
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Welcome to The Travel Convention Chris Ship, Moderator
Azoris Royal Garden Hotel
09:30-09:45
Business Sessions
Pedro Costa Ferreira President, APAVT – Portuguese Travel Agents and Tourism Association
Paulo Menezes President, SATA
The Next Chapter Rory Sutherland, Vice Chairman and Executive Creative Director of Advertising, Ogilvy Group The Vice Chairman and Executive Creative Director of Advertising at media company Ogilvy Group, will bring characteristic wit and erudition to the stage for what’s set to be an engaging and entertaining opening session. Rory will give his take on The Next Chapter, using behavioural economics and amusing insights to explore, among other things, how many flashy, expensive fixes may be obscuring better, simpler answers.
THE TRAVEL CONVENTION
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Tuesday 10 October 10:45-10:50
10:50-11:30 Sponsored by We are the Azores
10:50-11:30
ABTA LifeLine
12:00 -12:40
Chris Ship, Moderator
Tom Johnson, Director, Trajectory Partnership
This year’s Convention fundraising campaign for ABTA LifeLine.
Thinking about the future is essential for any organisation and central to the objectives of The Travel Convention. Trajectory provides multi-methodology insight and foresight analysis to help businesses, including a number of travel organisations, to better understand, better plan and less fear the future. In a tumultuous time for businesses, governments and consumers, understanding the factors that govern consumer choices and priorities is essential, and Tom’s presentation on the world in 2018 and beyond will provide a fascinating view on where we are now and what lies on the horizon. The session will cover both global and national trends, providing insight on the drivers of consumer behaviour over the next few years.
Coffee Break Level 1 Enjoy light refreshments courtesy of Turangra and take the opportunity to network with fellow delegates, the Convention’s headline partners and our Convention hosts.
Meet with ABTA Level 1 Would you like to know more about ABTA? See page 32 for further details.
11:30-12:00
12:40 -13:50 Sponsored by
Arnold Donald leads one of the largest travel and leisure company in the world, boasting ten brands and a fleet of more than 100 ships serving nearly 12 million guests annually. He was appointed Chair of the Cruise Line Industry Association (CLIA) in January 2017. Arnold will share his views on the future of cruise and how an industry that shares cultures, embraces new innovations and provides access to hundreds of global destinations continues to prosper and be a force for good for all involved in the fastest-growing segment of the leisure travel sector.
Delegate Lunch Marquee Relax and catch up with fellow delegates over lunch, hosted by Bensaude Hotels. The buffet lunch will take place in the marquee in the courtyard beside the Teatro.
The Future for Cruise Arnold Donald, President and Chief Executive Officer, Carnival Corporation and PLC
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The World in 2018 and Beyond
12:40 -13:50
Meet with ABTA Level 1 Another opportunity to catch up with the ABTA team, who will be located on Level 1 of the Teatro Micaelense during the lunch break.
THE TRAVEL CONVENTION
GROUP The UK’s market-leading travel media company, boasting a presence in print, online and with a portfolio of events
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Tuesday 10 October 13:50
Welcome Back
14:35 -15:25
Chris Ship, Moderator
13:52
British Ambassador to Portugal Kirsty Hayes Her Britannic Majesty’s Ambassador to the Portuguese Republic since September 2014, Kirsty Hayes will offer a few words of welcome to delegates attending the Convention. In her position, Kirsty is responsible for the direction and work of the British Embassy in Portugal, which includes political work, trade and investment, press and cultural relations and visa and consular services.
13:55-14:35
Lucy Huxley Editor-in-Chief, Travel Weekly
New International Relations: The Changing Political Landscape Peter Foster, Europe Editor, The Telegraph Alan Wardle, Director of Public Affairs, ABTA
15:25 -16:00
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In this session we hear from three organisations about their thoughts on the future for their sector; the challenges they face; the competitive response to their growth, the post-Brexit landscape and much more. Lucy Huxley, Editor-in-Chief of the Travel Weekly Group, will interview the speakers and moderate a debate that further explores what The Next Chapter means to them.
Dominic Tucker
James McClure
Helen Caron
Head of Sales UK & Ireland, Norwegian
General Manager Northern Europe, Airbnb
Distribution and Cruise Director, TUI UK & Ireland
Losing Sight of Shore Natalia Cohen Claire Irvin, Head of Travel Editorial, The Telegraph
With access to some of the key figures across business, politics and leadership around the world, Peter Foster has forged a reputation for informed, original insight in the two decades he has spent reporting for The Telegraph. He is a former bureau chief in New Delhi, Beijing, Washington DC and now covers Europe. He is also the author of ‘Facing Facts: Is Britain’s power diminishing?’. With a Brexit process that sees UK national interests and EU interests no longer necessarily bound together; Donald Trump in the White House questioning the international agreements on trade, defence and climate change; France having elected a staunch Europhile as President and China in search of a new global role – we are entering a new phase of geopolitical risk and instability. Peter will share his views on the shifting new world of international relations and the ever-changing political landscape. He will be joined for an audience Q&A by Alan Wardle, Director of Public Affairs, ABTA.
Designing the Future
In the final session of day one, Natalia Cohen will talk about how her passion for travel, ability to embrace change, understanding of team dynamics and the importance of a positive mindset led her to become part of the first all-female team to row unsupported across the Pacific Ocean. Currently featuring in a Netflix documentary, Natalia will focus on how to empower others to reach their potential and push through self-limiting mental boundaries to meet and overcome challenges. Following Natalia’s presentation, she will be interviewed by Claire Irvin who will also invite questions from the audience.
16:00 -16:05
Day One Summary Chris Ship, Moderator
16:05-20:00
Private Events
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THE TRAVEL CONVENTION
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Email: claire.mckinney@argenthands.co.uk 17
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Tuesday 10 October 18:30 -20:00
Meet the Media* Casa da Vista Alegre
A wealth of new emotions Just minutes away from Paris and Disneyland® Paris
Sponsored by
Join the UK’s top travel media at this ever-popular drinks and canapé reception, sponsored by Villages Nature Paris. The reception will take place at Casa da Vista Alegre, a traditional farmhouse located a short drive from Ponta Delgada. Transfers for ticket holders will depart from your Convention hotel. Please check the transfer schedule in your hotel lobby for timings. To book, please email moreinfo@thetravelconvention.com – places are limited.
20:30 -23:00
Travelport Party Coliseu Micaelense, Ponta Delgada
Sponsored by
Dress code: Party wear
From 23:15
An evening of delicious food and great entertainment, courtesy of Travelport. The party, set in the 100 year-old Coliseu Micaelense theatre, will include a live band, an Azorean feast and the opportunity to bid for some amazing prizes in the ABTA LifeLine Auction. Transfers will be provided from the Azor, Marina Atlantico and São Miguel Park hotels from 19:40 – please check your hotel lobby to re-confirm transfer times. The venue is a short walk from the Azoris Royal Garden Hotel.
Convention Bar Lobby Market, Shark Bar and Casino Foyer, Azor Hotel Another opportunity for some late night networking, a welcome drink and your final chance to win a trip to Japan – all courtesy of ANA! The lucky winner will be announced at midnight, so make sure you are there to be in with a chance!
Sponsored by
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www.villagesnature.com
THE TRAVEL CONVENTION
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
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THE TRAVEL CONVENTION
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Wednesday 11 October 08:00 - 09:15 Hosted by
LBC Breakfast* Teatro Micaelense, Level 1, South Room Brought to you by Global, delegates will have the unique opportunity to attend this exclusive LBC Breakfast session. The breakfast will feature LBC presenter Maajid Nawas, the British activist, author, columnist and politician talking about fears within the travel industry. Places are limited and available on a first-come, first-served basis. To book, please email moreinfo@thetravelconvention.com.
09:25 -15:15
Business Sessions Auditorium, Teatro Micaelense
09:25 -09:35
Welcome to Day Two Chris Ship, Moderator
09:35 -10:10
Millennials: Coming of Age Dr Paul Redmond, Director of Student Experience and Enhancement, Liverpool University
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The Millennial generation is coming of age and as they reach their prime working and spending years, their impact on the economy is going to be significant. Coming of age during a time of technological change, globalisation and economic disruption has given them a different set of behaviours and experiences to their parents and their different attitudes to ownership have helped to spawn the ‘sharing economy’. They are the first generation of digital natives and this has shaped how they work, how they vote, how they shop and even how they travel. Gen Z, on the other hand, are just starting to enter the workforce. This will present new challenges for companies looking to understand how this new generation brings something different to the workplace and what it may take to prepare Millennials to lead them. The session will also explore how companies can effectively communicate with Millennials, not only as employees but also as prospective customers.
THE TRAVEL CONVENTION
LOVE THE FRIENDS YOU MEET WHEN YOU TRAVEL GO GUIDED AND EXPERIENCE MORE trafalgar.com #SimplyTrafalgar
Costa Rica Eco Adventure – 10 days 23
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
The Cover-More Insurance Group is a customer-focused travel insurance organisation and a leading provider of travel insurance and medical assistance. Cover-More was established over 30 years ago, operates across eight global territories and insures over 2.2 million travellers a year. Unlike its competitors, one of the key advantages for travel partners working with Cover-More is that all operational services are provided and managed in-house – claims management, emergency assistance, medical screening and customer service. Cover-More exceeds the financial expectations of its travel partners, and the protection and service expectations of their customers, making Cover-More the top choice for UK Travel Trade partners. Cover-More is delighted to be sponsoring the badges for this year's Travel Convention once again, and the Cover-More team look forward to meeting all the delegates in the Azores.
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To discuss your travel insurance requirements and the benefits of partnering with Cover-More, please contact Chris Willocks on: Telephone: 07501 482953 Email: chris.willocks@covermore.com
THE TRAVEL CONVENTION
Wednesday 11 October 10:10-10:45
A World of Emerging Technologies
11:15 -11:40
Andy Washington, Chief Executive Officer B2C Europe, dnata
Euan Cameron, Head of AI, PwC Clare de Bono, Head of Product and Innovation, Amadeus This session will look at how businesses can better understand the advantages of successfully integrating emerging technologies such as Artificial Intelligence, Virtual Reality and Augmented Reality into their company proposition. Euan Cameron will share his views on how a robust data-centric strategy is essential for any travel company looking to drive AI and harness its benefits, exploring how – with a history of generating and storing large amounts of data – the industry can pioneer the first wave of AI-driven hyper-transformation. Clare de Bono will then explore how travel businesses can leverage the opportunities emerging technologies provide by embracing the shift to automation to achieve competitive advantage and drive improvements in the customer experience.
10:45 -11:15 Sponsored by We are the Azores
10:45 -11:15
Coffee Break Level 1 Network with fellow delegates, the Convention’s headline partners and our Convention hosts and enjoy light refreshments, courtesy of Turangra.
Meet with ABTA
2020 Vision Andy Washington will present his 2020 vision of technology and the consumer of the future. From AI to VR and AR to personalisation and inspiration, modern technology offers many opportunities to enrich the customer experience, especially since it is developing and evolving at breakneck speed. But what will the customer experience look like in 2020 and can travel adapt to a generation gap? With the Millennial generation’s behaviours vastly different from any other that’s gone before, what will it take to inspire the customer of tomorrow, and what will the shift in pace of technology mean to dnata and the travel industry where the effects of Brexit, geopolitics and changes in booking habits already suggest that uncertainty is the new certainty?
11:40 -11:45
Workshop Options Chris Ship, Moderator
11:50 -14:25
Specialist Workshops Select from a collection of four specialist workshops, which take place either side of the lunch break. See pages 27-29 for details.
Level 1 Join the ABTA team for a quick coffee and chat. See page 32 for details.
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
“I JOINED THE TRAVEL INDUSTRY TO LEARN MORE ABOUT THE REGULATIONS” SAID NOBODY. EVER.
A PIONEERING LIVE CHAT TRAVEL APP THAT CONNECTS TRAVELLERS BEFORE, DURING AND AFTER TRAVEL Chat live and direct to local bars, restaurants, excursions and events Daily notifications on latest offers and discounts COMING TO THE AZORES FOR THE TRAVEL CONVENTION 2017
The rules on selling holidays are changing soon, and you’ll be hearing a lot about ATOL and the new Package Travel Regulations over the next 6 months. At THE TRAVEL TRADE CONSULTANCY we offer friendly, concise, practical advice to help you manage your business through the changes. We also offer a compliance management service that means you’ll never have to think about it again. Get in touch to find out more.
Download the Hangout on Holiday APP for round the clock live chat
WANT TRAVELLERS TO CHAT DIRECT WITH YOU? 26
Contact paul@hangoutonholiday.com for info on adding your resort or hotel
020 8853 3700 info@thettc.co.uk www.thettc.co.uk
THE TRAVEL CONVENTION
Wednesday 11 October Please Select One
Specialist Workshops – Set One
11:50 -12:35
Consumer and Travel Trends 2017 Auditorium
Moderator: Victoria Bacon Director of Brand and Business Development, ABTA Sponsored by
11:55-12:40
Following on from the launch of ABTA’s ‘Holiday Habits’ report, which includes fresh research into holiday-taking patterns and types of travel arrangement, overseas versus domestic, holiday types and more, this session will offer an informative and thought-provoking look at general consumer as well as travel industry trends. Speakers: David Trunkfield, Partner, PwC Martin Alcock, Director, Travel Trade Consultancy
The Future of Work
Doing things better, simpler and smarter Our Travel, Tourism and Leisure team speak your language. Delivering pragmatic and achievable solutions, careful stakeholder management and business improvement that creates sustainable value and future growth for your business. Our experience ranges from advising investors, operators, brands and lenders globally with a key focus on maximising wealth and helping stakeholders realise their strategic ambitions. With a team who can draw on significant experience and a breadth of specialist knowledge, we provide you with commercial and pragmatic advice in both the UK and around the world.
Level 2, South Room
Moderator: Chris Ship Sponsored by
Organisations are being fundamentally redefined by new business models and disruptive social and digital change. What we have done in the past regarding how we attract and develop our people will not even get us close to creating the workforce needed to ensure business success now and in the future. This session will explore the workforce disruptions that are keeping leaders awake at night, and will consider the impacts on leadership, culture, people and skills. This session will also share some practical examples of what leading-edge organisations are doing to tackle the skills shortage, create an effective employee value proposition, develop agile career paths and ensure flexibility through adaptive working. Speakers: Sue Filmer, Principal, Mercer Justin Rix, Partner, Grant Thornton UK LLP
Contact Justin Rix Partner, Head of People and Talent T+44 (0)20 7728 2937 E justin.rix@uk.gt.com
Yvonne Chappell Head of Travel, Tourism and Leisure T+44 (0)1908 359 541 E yvonne.chappell@uk.gt.com
grantthornton.co.uk
© 2017 Grant Thornton UK. All rights reserved. Grant Thornton UK is a member firm of Grant Thornton International Limited (GTIL). GTIL and the member firms are not a worldwide partnership. Services are delivered by the member firms. GTIL and its member firms are not agents of, and do not obligate, one another and are not liable for one another’s acts or omissions. Please see grantthornton.co.uk for further details
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Wednesday 11 October 12:35 -13:35 Sponsored by
Delegate Lunch Marquee Make your way to the marquee, located outside the Teatro Micaelense, to enjoy a buffet lunch, courtesy of Azoris Hotels & Leisure, and catch up with fellow delegates.
12:35 -13:35
Meet with ABTA Level 1 A final chance to meet with the ABTA team.
Please Select One
Specialist Workshops – Set Two
13:40 -14:20
Tapping into the Hottest Trends in Travel Auditorium
You become part of a worldwide social enterprise 25 years in the making that connects you with people and places in a way you never could on your own. Along the way you also support local small businesses and help communities you meet to help themselves.
The G Difference 100% Guaranteed Departures
No Single Supplements
That’s right. We’re the first travel company to guarantee every single one of our departures. Once they’ve booked, they’re going.
We don’t charge single supplements, and will even find travellers a same-sex roommate for their tour so everyone travels for the same price.
Moderator: Lucy Huxley Editor-in-Chief, Travel Weekly Group Sponsored by
Lifetime Deposits™
Travel Styles
If they cancel or delay their trip for any reason, their deposit remains valid until they’re ready to go. They can even pass it on to a friend.
Travel Styles collect tours with common themes together. No matter what kind of traveller your client may be, we’ve got a tour that’ll fit just right.
This workshop will explore how travel companies can tap into some of the hottest trends in travel, from solo travel and multi-generational holidays to adventure & touring. The speakers will discuss the size of the market, the opportunities for the industry, how to reach relevant customers, how to market to them and the skills and staff required to serve their unique needs. Speakers: Ben Ross, Head of Print, The Telegraph Giles Hawke, Chairman, ATAS (Association of Touring and Adventure Suppliers) Ben Bouldin, Managing Director and Associate Vice President, RCL Cruises Brian Young, Managing Director Europe, Middle East & Africa, G Adventures Jennie Carr, Creative and Communication Director, Silver Travel Advisor
Agent hotline : 0344 272 2200 adventures.com/agents 28
THE TRAVEL CONVENTION
13:40 -14:20
Cyber Security and Protection of Personal Data Level 2, South Room
Moderator: Mark Tanzer, Chief Executive, ABTA Sponsored by
This session will examine what the rise in internet crime means for the future of the travel industry, and what companies can do protect their business and customers from attacks as well as keep their organisation GDPR compliant. It will look at the type, frequency and origins of cybercrime and detail the legal responsibilities companies have, the types of insurance cover available, what it is like to experience a cybercrime, and an organisation’s obligations towards its customers, clients or members. Speakers: David Trunkfield, Partner, PwC Claire Mulligan, Partner, Kennedys Vito Sepe, Senior Account Director, Arnold Fisher
14:25
14:28-15:00
Welcome Back
BY THE TIME YOU’VE READ THIS
HACKERS COULD HAVE STOLEN YOUR MOST PRECIOUS INFORMATION #BrokerOfChoice
Chris Ship, Moderator
Ease away that tension and attend the
Overcoming Adversity
Cyber Security and Protection of Personal Data Workshop
Rob Forkan and Paul Forkan In conversation with Chris Ship Rob and Paul Forkan – the founders of the Gandys casual footwear range – were orphaned but survived the Tsunami in Sri Lanka on Boxing Day in 2004, turning their personal tragedy into devoting their lives to helping underprivileged children. Entrepreneurs, philanthropists, authors and inspirational speakers, their story is set to provide a compelling end to this year’s Convention.
Learn how to protect your business and customers from cyber-crime and keep GDPR compliant Wednesday 11 October at 13:40-14:20
Meridien House, 71 Clarendon Road, Watford, Herts WD17 1DS 01923 298 410 | vito.sepe@arnoldfisher.co.uk | www.jameshallam.co.uk/travel Arnold Fisher is a trading name of James Hallam Limited who are Authorised and Regulated by the Financial Conduct Authority
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PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Reasons to book with us…
Fly with the world’s most punctual low cost carrier
Voted travellers’ choice low cost airline TM
23kg £59 £59 0% Deposit Deposit Baggage Included on all beach holidays
Low deposits on all holidays
Flights | Holidays | City Breaks 30 ABTA No.V0531
Terms & conditions apply. Baggage not included on City Breaks or flight only sales. Any baggage allowance will be confirmed at time of booking, see Monarch.co.uk for details. Deposit payable at time of booking plus all appropriate insurance premiums if applicable. If booking within 10 weeks of departure the full holiday payment will be required. Monarch named world’s most punctual low cost carrier according to OAG’s Punctuality League 2016. Flights are sold by Monarch Airlines Limited. Package Holidays & City Breaks are sold by Monarch Holidays Limited under ATOL number 2275. All of the Package Holidays & City Breaks sold by Monarch Holidays are financially protected by the ATOL scheme. ATOL protection does not apply to flight only bookings sold by Monarch Airlines Limited or other travel services. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection & the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
THE TRAVEL CONVENTION
Wednesday 11 October 15:00-15:10
Closing Remarks Noel Josephides, Chairman, ABTA
Quench Your Thirst Sponsored by
ABTA’s Chairman brings the 2017 Travel Convention to a close.
15:10-15:15
2018
?
Destination 2018
Water will be provided at the Teatro Micaelense, courtesy of our sponsor, Arnold Fisher.
Hosted Agents
Chris Ship, Moderator The reveal of next year’s host destination. Delegates will be invited by next year’s Convention Hosts to meet again for the 2018 Travel Convention – but where will it be?
15:15
Convention Close
16:00
Airport Transfers
Sponsored by
Trafalgar UK will be joined by ten of its key agent partners in the Azores. A longstanding supporter of ABTA, the world’s leading guided holiday company has been providing trips and holidays, to the best destinations in the world for over 70 years.
Coaches depart from all Convention hotels to Ponta Delgada Airport for delegates departing on the Wednesday evening flight.
From 16:00 From 21:00
Private Events/Evening at Leisure Farewell Bar Lobby Market, Shark Bar and Casino Foyer, Azor Hotel Your chance to say goodbye to industry colleagues, and the Azores, at the final Convention Bar, sponsored by ANA.
Sponsored by
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ABTA – The Travel Association ABTA has been a trusted travel brand for over 65 years. Our purpose is to support and promote a thriving and sustainable travel and tourism industry and to help our Members’ customers travel with confidence. The ABTA brand stands for support, protection and expertise. This means consumers have confidence in ABTA and a strong trust in ABTA Members. These qualities are core to us as they ensure that holidaymakers remain confident in the holiday products that they buy from our Members. We help our Members and their customers navigate through today’s changing travel landscape by raising standards in the industry; offering schemes of financial protection; providing an independent complaints resolution service should something go wrong; giving guidance on issues from sustainability to health and safety and by presenting a united voice to government to ensure the industry and the public get a fair deal.
Meet with ABTA Would you like to know more about ABTA? ABTA provides a variety of services from free legal advice, financial protection solutions and crisis management guidance to providing marketing materials to increase your profile and sales. ABTA colleagues will be available during the Convention to meet delegates at the following times. You can either drop by or pre-book an appointment by sending us an email at membersinfo@abta.co.uk. Tuesday 10 October
10:50-11:30 12:40-13:50
Level 1, Teatro Micaelense Level 1, Teatro Micaelense
Wednesday 11 October
10:45-11:15 12:35-13:35
Level 1, Teatro Micaelense Level 1, Teatro Micaelense
Brand and Business Development
Financial Protection and Financial Services
Alice Catterall Head of Conferences and Events
Maxine Reeder Financial & Business Analyst
Eve Coburn Event Manager
Matt Miles Senior Membership & Financial Protection Officer
Lucy Dean Event Manager Darren Hewitt Communications Executive Julie Jones Senior Member Services Manager Sean Tipton Media Relations Manager Matthew Turton Sponsorship Account Director Muireann Kirby Senior Media Relations Executive Paula Horgan Partnerships Manager Stephen Barnes Membership Sales Manager
Public Affairs Luke Petherbridge Public Affairs Manager
Destinations and Sustainability Nicole Sautter Travelife Executive
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Finance and Resources Emily Dyster PA to Director of Finance & Resources and Director of Financial Protection & Financial Services Mark McDonald IT Manager
Legal Services Susan Deer Senior Solicitor Malati Parekh Solicitor
ABTA LifeLine Trudie Drake Director Charlotte Mulvanerty Grants & Marketing Executive
THE TRAVEL CONVENTION
ABTA LIFELINE Meet the Team
Providing much needed support to travel industry colleagues in times of need, ABTA LifeLine is your charity playing a vital role in our industry. During the Convention there will be a number of ways for you to get involved and show your support.
Senior Management Team
Mark Tanzer Chief Executive
GET INVOLVED!
Victoria Bacon Director of Brand and Business Development
John de Vial Director of Financial Protection and Financial Services
Simon Bunce Director of Legal Affairs
Alan Wardle Director of Public Affairs
Ride for your LifeLine
Auction & Prize Draw The FABTA LifeLine Cup
Join us Monday 9am for a scenic coastal ride from Ponta Delgada to Populo Beach. The ride will end with a fabulous Tapas lunch. Sponsored by AVIS Budget Group.
Bid at the Travelport Take part in this year’s Party, and you could football match at the win a F-type Jaguar for Santa Clara Stadium, the weekend or a family Monday 4.30 pm. holiday in Croatia. Or Sponsored by White Hart enter our raffle to be in Associates & Travel with a chance of winning Trade Consultancy. a Mulberry Lily Shoulder handbag.
OR SIMPLY DONATE
Join our £1 Per Employee Appeal
Carolyn Watson Director of Finance and Resources
Nikki White Director of Destinations and Sustainability
TO: 70070 ABTA17 £10
Donate £1 per employee, no matter how big or small your organisation, every £1 makes a difference ABTA LifeLine
@ABTALifeLine
Donate via text Text ABTA17 followed by your chosen amount to 70070
lifeline@abtalifeline.org.uk 33
PONTA DELGADA // THE AZORES // 9 -11 OCTOBER 2017
Lead Partner
Telegraph Travel With more engaged readers, more quality advertisers and more expert editorial, we are proud to be the UK’s No 1 travel publisher. Half the UK population, many of whom are active purchasers, turn to Telegraph Travel for ideas when researching destinations, making our platforms a hugely important source of inspiration when it comes to finding the ideal holiday. To help, we have 10 Telegraph platforms dedicated to travel – across print, desktop, mobile, apps and events. We believe our travel website, written by the best experts in the business, inspired by user testing and research among our readers, and centred around intuitive search functionality and inspiration from 30,000 articles is the best travel portal in the market. With so many opportunities to talk about, we look forward to meeting you during The Travel Convention.
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THE TRAVEL CONVENTION
Headline Partners
Avis operates from over 5,000 locations in 168 countries worldwide and is a trusted and award-winning brand with a long history of innovation in the car rental industry One of the world’s top brands for customer loyalty, Avis has a commitment to true convenience and exceptional service and works successfully with over one hundred Tour Operators and Global Partnerships including Airlines, hotels, credit card and member schemes. Our partners recognise the importance of selecting a reputable car hire provider to form a crucial part of their benefits package for their customers. To ensure our customers enjoy a truly global service, we explore every opportunity to create and satisfy local demand everywhere we operate, choosing the rental locations most convenient for our customers. This approach has resulted in our exceptional international presence.
www.avis.co.uk Budget combines the strength of one of the world’s largest car rental brands together with detailed local knowledge, flexibility and great value for money. Budget Car Rental is one of the world’s best-known car rental brands with approximately 3,350 locations in more than 120 countries. Budget is an industry leader in providing vehicle rental services to value-conscious travellers. As our name suggests we’ve always been synonymous with great value for money. We are constantly renewing our fleet you’ll be driving some of the very latest vehicles all at low prices. Budget is owned by Avis Budget Group, Inc.
Royal Caribbean. Where Extraordinary Happens With Royal Caribbean, nothing is ordinary and every day is spectacular. From the glaciers of Alaska to the beaches of the Mediterranean, we sail to over 260 amazing destinations worldwide. Step on to one of our 25 incredible, cutting-edge ships to try surfing, skydiving and zip lining right onboard, watch in awe as robots mix the cocktails and sit back to savour West End shows. Over the course of The Travel Convention we’re looking forward to sharing all our exciting new news with our agent partners and media; as you know, Symphony of the Seas – the latest addition to our fleet – will be launching out of Barcelona in April 2018 and is guaranteed to be the most exciting family playground at sea with the mix of the tallest slides, the guest-favourite Flowrider and some amazing new innovations to entice playmakers of all ages. Hot on her heels in May will be the UK’s favourite ship – Independence of the Seas – looking ten years younger as she sails out of Southampton following a multi-million pound makeover. Again, perfect for family adventures, she’ll feature Laser Tag, Escape Rooms, exhilarating slides and top deck trampolines! Stay tuned for new reveals during The Travel Convention.
www.royalcaribbean.co.uk
www.budget.co.uk
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THE TRAVEL CONVENTION
A
-1
Useful Information R1
Convention Map 1
Teatro Micaelense (Business Sessions)
2
Azor Hotel
3
Hotel Marina Atlântico
4
São Miguel Park Hotel
5
Azoris Royal Garden Hotel
6
Coliseu Micaelense (Travelport Party)
7
Batalha Golf Course
8
Estádio de São Miguel. – Santa Clara Stadium (Football Match)
9
Sea Pavilion (Welcome Party)
10
Whale Watching and ABTA LifeLine Cycle meeting point
8
7
4 1
Ponta Delgada
2
EN1-1A
3
EN
1A 1-
5
6
9
10
1A 1EN
Convention App
Badges
Visit the Convention website to download the Convention app, sponsored by Traveltek. The app will work on an iPhone EN1-1Aand other smartphone devices, and will provide you with an at-a-glance guide to the Convention. It also offers you the opportunity to make contact with fellow delegates before, during and after the event.
You must wear your badge and lanyard, sponsored by Cover-More, at all times during the Convention to gain entry into the business sessions and social events. The organisers have the right to refuse admission to anyone not wearing a badge. If you lose yours, a replacement may be obtained from the Convention information desk located in the foyer at the Teatro Micaelense.
Sponsored by
Sponsored by
SMS Alerts
@thetravelconv
Follow us on twitter
#ABTA17
Once in the Azores, SMS alerts, brought to you by Hangout on Holiday, will keep you informed of any amendments to the programme timings, as well as breaking news.
Sponsored by
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Appreciations ABTA and its Board of Directors would like to thank the following companies and individuals for their contribution towards the success of this year’s Convention.
Airline Partner
Hosts
Lead Partner
Headline Partners
Trade Media Partner
Convention Advisory Panel Mark Tanzer, ABTA
Rachel O’Reilly, Kuoni
Victoria Bacon, ABTA
Fraser Ellacott, Rentalcars
Jo Rzymowska, Celebrity Cruises
Ben Ross, The Telegraph
Giles Hawke, Cosmos
Stephen D’Alfonso, Thomas Cook
Andy Washington, dnata
Ian Taylor, Travel Weekly
Ruairidh Roberts, Google
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Accommodation Provider
Organisers and Producers
The Azores Regional Government and APAVT extends its sincere appreciation to the following organisations for their efforts and support throughout the planning and operation of this year’s Travel Convention. Azores Airlines Azoris Royal Garden Azor Hotel Bensuade Hotel Group Coliseu Micaelense
Travelport Turangra Teatro Micaelense Associação Portas do Mar Universidade dos Acores
THE TRAVEL CONVENTION
Portugal
where the best things in life are free . .
PERSONALISED HOLIDAYS tailor-made for you
Classic Collection Holidays’ complementary concierge service enhances holiday experiences. We provide a full range of special services in the Algarve, Lisbon, Porto and Madeira. From private excursions in the company of a local expert to tickets for exclusive events or access to the best restaurants. Let our concierge team and travel experts plan your next holiday. For free.
www.classic-collection.co.uk freephone 0800 008 7289 39
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