ASTA Global Convention & NACTA Annual Convention 2013

Register online and receive 10% off use discount code:

16-19 SEPT 2013 • MIAMI, FL

Passion

You are cordially invited to

The Travel Event of the Year No travel professional can afford to miss!

Register today at

www.astaglobalconvention.org

Just added

NACTA Annual Convention Program

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

AGCReturnOnInvestment ASTA’s Global Convention is the most valuable conference you will attend this year. Find everything you need to register and start planning at

www.astaglobalconvention.org

16-19 SEPT 2013 • MIAMI, FL

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

• Nearly 60 hours of continuing education, lively

discussions and valuable content to share with colleagues in your business and beyond

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

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

• Meet with new suppliers and learn about technology innovations

• Opportunities for all types of learning—self-directed,

peer-to-peer, roundtables with experts and colleagues, plus informal networking

• A celebration of you, the travel professional!

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

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

ASTA Global Convention’s

diverse education

program promises to deliver and fuel your passion for our profession.

OUR 2013 SPEAKERS AND PANELISTS

SOME PEOPLE EMBRACE CHANGE.

THE HONORABLE HILLARY RODHAM CLINTON

Some people go with the flow.

Fernado Amarol Marc Cavaliere Richard Fain, MBA Mike Fegley Vicki L. Freed, CTC Nancy Friedman Emilio Gonzales, Ph.D. Torstein Hagen John Hanratty Yanik Hoyles John Edward Jackson Zane Kerby Scott Knutson, CTC Chris Kroeger Dr. Carolin Lusby Mike Marchev, CTC Carol Marsh John Marsh Ryan McGredy Mark McMullen, CTC Michael Merrithew, MBA Nina Meyer, CTC, MCC, DS Gary Murphy Mark Murphy Ben Newell Eben Peck Mark Pestronk, P.C. John Pittman Samuel Podberesky Olga Ramudo Paul Ruden Jeff Saless Sandra Soellner Kevin Sheehan Lisa Simon, CTP Steve Smith Andy Stuart Will Tate

Sabre Travel Network South African Airways Royal Caribbean Cruises, Ltd. IHG Royal Caribbean International Nexion Miami-Dade Aviation Department Viking Cruises Travel Impressions IATA Korean Air ASTA Costa Cruise Lines Inc. Sabre Travel Network FIU Marchev’s Business Builders Marsh Consulting Marsh Consulting Moraga Travel, LLC ANSIRA Merit Travel Group, Inc. Express Travel AmaWaterways Ansira TripCase ASTA Travel Weekly Legal Columnist ASTA U.S. Department of Transportation Express Travel ASTA Delta Airlines Sabre Travel Network Norwegian Cruise Line NTA Japan Airlines Norwegian Cruise Line Management Alternatives

Melissa Teates Ann van Leeuwen Arnie Weissmann Pamela Wright, CTC Jack Zemp, CPC

ASTA NACTA Travel Weekly The Hertz Corporation Allianz Global Assistance

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

In today’s accelerating pace of technological change, if you plan on WINNING,

SUCCEEDING and STAYING RELEVANT, you have to pay attention

to the ever-changing business environment.

Blind devotion to past technologies, methodologies, systems and procedures can kill success.

It is obvious that for companies and people to succeed, they need to not only embrace change, but to shape it.

From business sessions about emerging social technologies to the changing nature of air distribution, ASTA’s Global Convention is designed to provide you insight on how you can embrace and shape the changing world around you.

I look forward to personally welcoming you to Miami.

Zane Kerby, MBA ASTA, President & CEO

Register online and receive 10% off use discount code:

Passion

Great combination of one-of-a kind networking AGCSchedule@aGlance TIME

EVENT

LOCATION

15 SEPT Sunday 6:30p-8:30p

Board of Directors Dinner

16 SEPT Monday 8:00a-5:00p

Registration Open

Riverfront Hall Foyer, Lobby Level

10:00a-1:30p

Royal Caribbean Majesty of the Seas Ship Inspection

Port of Miami

10:00a-1:30p

Norwegian Cruise Lines Norwegian Sky Ship Inspection

Port of Miami

12:00p-6:00p

Golf Tournament at the Turnberry Isle Resort

Turnberry Isle Resort

Education Breakout Sessions How to Make $ on Your Website 2:00-3:45p

Tuttle South, Terrace Level

Presented by: Mark McMullen, Ansira

Moments of Truth

Tuttle North, Terrace Level

Presented by: Mike Marchev, CTC, Mike Marchev Associates 2:00-4:00p

7:00-9:30p

International Travel Agents Summit

Hibiscus A, Terrace Level

Sponsored by: ABC Global Services

Opening Event at Miami Marriott Biscayne Bay Sponsored by: Great Miami Convention and Visitors Bureau

Miami Marriott Biscayne Bay

17 SEPT Tuesday 8:00a-5:00p

Registration Open

Riverfront Hall Foyer, Lobby Level

Opening General Session 8:30a-10:00a

Remarks from ASTA’s Chair, Nina Meyer, CTC, MCC, DS, Express Travel

Award Presentation – Young Travel Professional of the Year

James L. Knight Center, Level Three

Award Presentation – Chapter Presidents Award NTA-ASTA Hispanics in Travel Caucus Presentations include: Olga Ramudo, Express Travel; Emilio Gonzales, Ph.D. Director, Miami-Dade Aviation Department; Fernado Amarol, Sabre Travel Network 10:15a-12:00p

The Hispanic Traveler Research Project ASTA, NTA and Florida International University

Hibiscus A, Terrace Level

Sponsored by: Sabre Travel Network 10:15a-12:00p

ASTA’s Young Professionals Society Summit

YPS

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

Hibiscus B, Terrace Level

TIME

EVENT

10:15a-12:00p

Education Breakout Sessions

LOCATION

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

Tuttle Center, Terrace Level

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

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

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

A Declaration of Independents: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner)

Brickell North, Terrace Level

Tuttle South, Terrace Level Brickell Center, Terrace Level

Brickell South, Terrace Level

Presented by: Ann van Leeuwen, NACTA and Jackie Friedman, NEXION

Winning Corporate Clients Presented by: Mike Marchev, CTC, Mike Marchev Associates 10:30a-12:30p 12:00p-1:30p

Corporate Advisory Council Meeting Meeting is open to CAC members only.

Tuttle North, Terrace Level Orchid CD, Terrace Level Jasmine and Upper and Lower Promenade, Terrace Level

All Delegate Lunch Premium Members Meeting

1:30p-3:30p

Sponsored by: Amadeus North America, Travel Insured International, Travelport, The Hertz Corporation

1:30p-2:45p

Education Breakout Sessions Moments of Truth Presented by: Mike Marchev, CTC, Mike Marchev Associates

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

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

Hibiscus AB, Terrace Level

Tuttle North, Terrace Level Brickell Center, Terrace Level Tuttle South, Terrace Level

The Future of Vacation Cruises

3:00p-3:45p

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

Brickell North, Terrace Level

The Complaint Opportunity: Turning a Negative into a Positive

Tuttle Center, Terrace Level

21st Century Niche Travel Markets

Brickell South, Terrace Level

Product Seminars Sabre Travel Network

Tuttle North, Terrace Level

Puerto Rico Tourism Company

Tuttle Center, Terrace Level

Norwegian Cruise Line

Brickell South, Terrace Level

Recommend Magazine

Brickell North, Terrace Level

Estonian Tourist Board

Tuttle South, Terrace Level

Mexico Tourist Board and Yucatan Tourist Board Tourism Marketing Company of Saxony 4:00p-5:00p

7:00p-10:00p

ASTA Town Hall Meeting Advocacy Dinner Sponsored by: Sabre Travel Network

James L. Knight Center, Level Three

Villa Woodbine

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

TIME

EVENT

LOCATION

18 SEPT Wednesday 8:00a-5:00p

Registration Open

Riverfront Hall Foyer, Lobby Level

7:30a-8:45a

ASTA Chapter Presidents Council Meeting

Orchid CD, Terrace Level

8:45a-10:00a

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

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

Travel Insurance: Enhance Your Bottom Line While Protecting Your Customers and Your Business

Tuttle Center, Terrace Level Tuttle North, Terrace Level

Brickell Center, Terrace Level

Presented by: John Pittman, ASTA and Jack Zemp, Allianz Global

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

10:15a-11:30a

Tuttle South, Terrace Level

Microsoft

Brickell South, Terrace Level

Working the Cloud (Premium Member Only Session)

Brickell North, Terrace Level

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

Achieving Business Excellence: Benchmark Data for Travel Agency Owners and Managers

Tuttle Center, Terrace Level

Tuttle South, Terrace Level

Presented by: Melissa Teates, ASTA

Government Affairs and Regulatory Update: What You Need to Know and Do to Protect Your Business

Brickell Center, Terrace Level

Presented by: Eben Peck, ASTA and John Pittman, ASTA

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

Brickell North, Terrace Level Tuttle North, Terrace Level

General Session Remarks from ASTA President and CEO, Zane Kerby

Panel presentation Those in the Know Industry Panelists: 12:00p-1:30p

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

James L. Knight Center, Level Three

Award Presentation – Extra Mile Award Sponsored by: Auto Europe

Award Presentation – Travel Innovation Award Sponsored by: Comcast Spotlight 1:45p-5:00p

Trade Show and Lunch

6:00p-7:00p

Premium Members Reception

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

Riverfront Hall, Lobby Level

TIME

EVENT

LOCATION

19 SEPT Thursday 8:00a-5:00p

Registration Open

Riverfront Hall Foyer, Lobby Level

7:30a-8:45a

ASTA Chapter Presidents Council Meeting

Orchid CD, Terrace Level

8:30a-10:30a

TRADE SHOW

Riverfront Hall, Lobby Level

General Session Panel Presentation – Cruise CEO Panel 10:45a-11:45a

Panel Moderator: Arnie Weissmann, Editor-in-Chief, Travel Weekly

James L. Knight Center, Level Three

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

12:00p-1:00p

General Session

James L. Knight Center, Level Three

The Honorable Hillary Rodham Clinton

Complimentary Half-Day Sightseeing Tours The tours are complimentary and can be booked during registration.

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

Island Queen Sightseeing Ship 2:00p-5:00p

Hop on Hop off Bus Tour—Beach Loop Hop on Hop off Bus Tour—City Loop Shake-A-Leg Water Front Center

3:00p

Bus to NACTA Annual Convention - Westin, Fort Lauderdale

20 SEPT Friday Complimentary Full-Day Sightseeing Tours 9:00a-5:00p

Art, Culture and Paella in Little Havana Redland Tropical Trail Soft Adventure

The tours are complimentary and can be booked during registration.

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

Agenda is subject to change

Register online and receive 10% off use discount code:

Passion

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

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

AGCSeminarsAtSea Pre-Conference

The Allure of the Seas offered by Royal Caribbean International 15 double occupancy cabins sailing from Fort Lauderdale, Sept. 8, 2013 for 7-nights.

Reservation deadline is August 16.

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

Total price per person (based on double occupancy): Category B2 is priced at $867.01/pp plus taxes. These are Boardwalk balcony rooms and are INSIDE balcony rooms overlooking the Boardwalk neighborhood.

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

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

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

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

Norwegian SKYoffered by Norwegian Cruise Line 30 double occupancy cabins sailing from Miami, September 13, 2013 for 3-nights.

Reservation deadline is August 26.

Total price per person (based on double occupancy): $413 Category BA for a Balcony Cabin $323 Category OG for an Outside Cabin $303 Category IA for an Inside Cabin When you register for the conference at www.astaglobalconvnetion.org, your confirming registration email will contain the link to Norwegian in order to book your registration. Prices are considered advantaged ‘seminar at sea prices’ and are inclusive of cruise fare, government taxes and fees and pre-paid service charges. You will be hosted by a Norwegian Cruise Line sales team representative and seminar participants are required to attend all planned shipboard events, including a product presentation onboard and welcome reception. As this is considered a business meeting, no children/guests under 18 years of age may be booked.

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

One of the most empowering gatherings I have ever attended.

AGCSuperSessions

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

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

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

Airlines are leading the way in changing how travel is sold. It’s called the New Distribution Capability (NDC), and it is changing how airline content reaches your clients through websites and travel agencies. What will NDC mean for you and your customers?

How long before cruise lines and hotels follow? (The Answer is Not Long). Its impact may be bigger than the elimination of airline commissions, and as important as automation itself. We will demo, decode and discuss the NDC and other visions of retailing. This is the BIGGEST thing to happen Come prepared to interact with to the industry since... your association and industry Automation leaders. Learn what ASTA is doing to defend and enhance your industry. Learn what the changes mean for your business. Be prepared to act decisively. IATA will be there. The GDSs will be there. You need to be there too.

19 SEPT - THURSDAY 10:45a - 11:45a CRUISE CEO PANEL Insights on what’s really going on in the cruise industry directly from the people in charge – the cruise line CEOs.

RICHARD FAIN

KEVIN SHEEHAN

Chairman & CEO Royal Caribbean Cruises

President & CEO Norwegian Cruise Line

TORSTEIN HAGEN

ARNIE WEISSMANN

Chairman Viking Cruises

Editor-in-Chief Travel Weekly Panel Moderator

Sitting on this distinguished panel:

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

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

18 SEPT - WEDNESDAY 12:00p - 1:30p - MIDDAY GENERAL SESSION You’ll hear powerful words and industry insights from ASTA’s new President and CEO Zane Kerby as he outlines his vision for the future of ASTA. Then listen to our “in the know” panel of industry vice presidents representing car, tour, hotel and technology. Delight in ASTA’s Extra Mile Award presentation as we celebrate how great travel agents are and the dedication to their clients. Travel Innovation Award is sponsored by Comcast Spotlight, Extra Mile Award is sponsored

by AutoEurope

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

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

ASTA Global Convention Super Sessions are just the beginning.

We’ll continue with special networking events and celebrations.

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

17 SEPT - TUESDAY 10:15a - 12:00p - NTA-ASTA HISPANICS IN TRAVEL CAUCUS A gathering of professionals, executives, organizations and thought leaders involved in the Hispanic tourism market. The keynote speaker will be Emilio Gonzales, Ph.D., Director of the Miami-Dade Aviation Department. The caucus will present new research conducted by NTA, ASTA and Florida International University on the trends in the Hispanic travel market.

Sponsored by Sabre Travel Network

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

Sponsored by Sabre Travel Network

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

Sponsored by ABC Global Services

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

The evening features fabulous food and entertainment. Sponsored

by Greater Miami Visitors and Convention Bureau

18 SEPT - WEDNESDAY 12:00p - 1:30p - The ASTA EXTRA MILE AWARD presentation Telling the world how GREAT travel agents are! ASTA is recognizing those agents who have gone above and beyond the typical role of a travel agent. Plus, the TRAVEL INNOVATION AWARD presentation, for the most innovative travel company as selected by travel professionals and the traveling public.

The Extra Mile Award is sponsored by Auto Europe The Innovation Award is sponsored by Comcast Spotlight

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

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

AGCEducation

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

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

1 7 S E P T – T U E S D AY

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

SAMA

HOW TO MAKE MONEY WITH THE AIRLINES Find the right combination of sessions that are right for you and your organization.

SALES/MARKETING | TECHNOLOGY | OPERATIONS SAMA

TECH

OPER

Expect this session to be highly interactive. Here attendees get to participate in a dialogue with airline representatives that includes sharing the various ways agents can make money via ancillary fees, overrides, add on fees, even commissions.

SAMA/TECH/OPER

NEGOTIATE LIKE A PRO (R)

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

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

1 6 S E P T – M O N D AY

SAMA/OPER

Breakouts running from 2:00p – 3:15p

SOCIAL MEDIA: BEYOND THE BASICS

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

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

SAMA/TECH

TECH

MOMENTS OF TRUTH (R)

A DECLARATION OF INDEPENDENTS: The Perils, Pitfalls and Benefits of Moving On (Changing Your Host/Consortium Partner)

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

SAMA

You like your host, your consortium, or maybe you don’t, and you want something more. This session will help you focus on the key features that are important when selecting a host agency or consortium. It will also explore the benefits and pitfalls of striking out on your own.

OPER

(R) = Session is repeated

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

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

WINNING CORPORATE CLIENTS

21ST CENTURY NICHE TRAVEL MARKETS

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

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

SAMA

Breakouts running from 1:30p – 2:45p

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

SAMA

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

SAMA/TECH

SAMA

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

SAMA/TECH/OPER Breakouts running from 3:00p – 3:45p

PRODUCT SESSIONS Product presentations that focus on these companies:

• • • • • • •

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

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

SAMA/OPER

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

1 8 S E P T – W E D N E S D AY Breakouts running from 8:45a – 10:00a

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

SAMA/OPER

SAMA

(R) = Session is repeated

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

...learned a multitude of both the conceptual and directly practical CRITICAL LEGAL ISSUES FOR THE FRONTLINE TRAVEL AGENT

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

Regardless if you are a self-employed independent agent or employed in an agency, this seminar will help you understand and manage your risk when selling travel. Listen to leading industry attorney Mark Pestronk, as he opens your eyes to critical legal issues facing sellers of travel.

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

SAMA/TECH

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

SAMA/OPER

SAMA/TECH

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

(R) = Session is repeated

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

TECH/OPER

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

(ASTA Premium Member-Only Session)

SAMA/OPER

(ASTA Member-Only Session)

YOU TOO CAN BE ON YOUTUBE

TECH

CRM FROM PULL TO PUSH (R)

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

SAMA/TECH/OPER

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

OPER

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

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

AGCHalfDayTours 19 SEPT - THURSDAY

ISLAND QUEEN SIGHTSEEING SHIP 2:00p–4:00p See Miami’s spectacular coastal sites on an Only 12 unforgettable fully-narrated bilingual sightseeing spots left cruise along scenic Biscayne Bay. HOP ON HOP OFF BUS TOUR – BEACH LOOP 2:00p–4:00p Enjoy the stunning views of Miami starting from Central Station, along the scenic MacArthur Causeway and around the island of Miami Beach.

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

AGCFullDay Tours 20 SEPT - FRIDAY

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

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

The tours are complimentary and can be booked during registration.

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

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

Conference Hotel Hyatt Regency Hotel 400 South East Second Ave Miami, FL 33131-2197 Standard Room (1 King/ 2 Double Beds): $139/night Suite: $189/night

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

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

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

Exhibitors as of August 12 - increasing daily

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

Company Booth LOWCOSTBEDS.COM 110 Nassau Paradise Island Promotion Board 112 Norwegian Cruise Line Entrance Oceania Cruises 127 Princess Cruises & Cunard Line 104 Puerto Rico Tourism Company 206 Radisson Resort Port Canaveral 223 Recommend 226 Royal Caribbean International 135 RushMyPassport.com 114 Sabre 212 Scenic Cruises 141 Shadows of Africa USA 201 Shore Excursions Group and TourSales.com 215 Silversea Cruises, Ltd. 219 SiXT rent a car LLC 120 Special Needs Group 209 The Alexandra Resort 221 The Hertz Corporation 151 The Venetian Resort 504 THOR, Inc. 123 Tourism Marketing Company of Saxony 429 travAlliancemedia 211 Travel Guard 145 Travel Planners International, Inc. 131 Travelex Insurance Services, Inc. 213 TravelSafe Insurance, a Division of Chester Perfetto Agency, Inc 106 Turkish Culture and Tourism Office 332 U.S. Dept. of State - Miami Passport Agency 225 Unique Vacations 121 Vacation Express 111 Vacation.com 600 Viking Cruises Inc. 306

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

an insightful, thought-provoking look at the future AGCPrizes

All prizes will be given away on the trade show floor.

You must be present to win!

Beach Street Inn

Club Med USA Booth #326

Norwegian Cruise Line

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

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

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

A2B Transfers Booth #108

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

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

InterContinental Hotels Group

Prize giveaway location announced onsite

Avis Budget Group Booth #117

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

C & H International Booth #119

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

Located at the Entrance

Gogo LLC Booth #100

Booth #228

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

3LOWCOSTBEDS.COM Booth #110

LOWCOSTBEDS.COM offers 15% introductory commission on accommodations and ground transfers.

Agents registering at our booth will be entered into a drawing for an iPad mini.

Viking Cruises Inc. Booth #306

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

be used by Dec 30, 2013.)

Gain in-depth and focused knowledge

to take back to your agency that can contribute to improve your business and the bottom line.

Register online and receive 10% off use discount code:

Passion

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

Special thanks to our host city

reason enough to go to the Convention Tired of Airport Security Lines?

Act by August 30 to Become a Trusted Traveler at ASTA’s Global Convention!

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

SPECIAL OFFER FOR AGCATTENDEES:

Attendees that apply for Global Entry by August 30 and receive a conditional approval from CBP are eligible to schedule their in-person Global Entry interview with a CBP officer and become enrolled in the program while at the ASTA Global Convention.

This limited opportunity will save you time and money, as the normal interview process requires that you schedule an in-person interview with a CBP officer at one of a handful of interview locations that may have scarce appointment times available due to the increasing popularity of the trusted traveler programs. https://goes-app.cbp.dhs.gov/main/goes So what is a Trusted Traveler? Once approved as a Global Entry trusted traveler, enrollees can use TSA’s dedicated PreCheck lanes when traveling domestically, which means shorter lines, no taking off shoes/belt, no pulling out your “3-1-1” bag and no separate laptop bin. And when flying internationally, it means you can head straight for the Global Entry kiosk and onto baggage claim – no waiting in the customs and immigration line.

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

According to Heather Dolstra of Democracy Travel in Washington, DC, who enrolled in Global Entry in Los Angeles last year, having mobile enrollments in Miami is

“reason enough to go to Convention. We did our interviews in Los Angeles…and have enjoyed Global Entry (and TSA pre-check) ever since. It was such a benefit to have a one-stop-shop at the [convention]. Thanks again, ASTA!”

THE FINE PRINT On-site Global Entry enrollment is offered exclusively and on a limited basis to ASTA Global Convention participants that have completed the following: • Applied for Global Entry through the on-line application by August 30 and paid the application fee ($100 for five years). https://goes-app.cbp.dhs.gov/ • Received a conditional approval from CBP prior to the start of the conference.

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

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

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

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

NACTA 2013 Annual Convention 19 SEPT Thursday 3p

Hotel Check in

2p– 6p

Registration Welcome Cocktail Reception with Celebrity Guest Speaker & Olympic Gold Medalist Greg Louganis - enjoy an evening on the rooftop of the Westin!

6:30p–8:30p

Ann van Leeuwen, VP of NACTA, Zane Kerby, CEO of ASTA and Nicki Grossman President of the Greater Fort Lauderdale Convention & Visitors Bureau, Fort Lauderdale welcomes you!

Sponsor: Greater Fort Lauderdale Convention & Visitors Bureau

8:30p

Dinner - on own

Evening free

20 SEPT Friday 7a–8:30a

Registration Desk Open General Session Opening Session Presented by Ann van Leeuwen, NACTA Vice President

8a–12noon

Celebrity Cruises Presented by Dondra Ritzenthaler, SVP of Sales for Celebrity Cruises Effective Negotiations Presented by featured speaker, Peter Kerr, President of Kerr Communications

10:00a–10:20a

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

10:20a–11:15a

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

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

Lunch with River & Small Ship Cruise Discussion Panel 11:15a–12:45p

Presented & Sponsored by AMA Waterways, A-Rosa, Avalon/Globus Family of Brands, Uniworld, Paul Gauguin Cruises, Alaskan Dream Cruises

Rotating workshops Your Website - The Power Within Presented by Adam Lapsevich, CEO of SpoonDrawer Media Group 12:45p–3:55p

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

Sane Social Media Strategies Presented by Denise Vogel, The How-To Social Media Educator 3:55p–4p

Break transition to tradeshow

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

Make a Splash!

4p–5:30p

TRADESHOW

5:30p–6p

Awards & Prizes

7p–10p

Gala Dinner - Speaker/Entertainment Sponsored by: Greater Fort Lauderdale Convention & Visitors Bureau

21 SEPT Saturday Round Table Sessions 9a–11:30a

11:30a–1p

A NACTA Member favorite! Sit down with various NACTA preferred Suppliers and Host Agencies! This session provides you the chance to sit face to face with your supplier/host agency rep.

Lunch with Host Discussion Panel Sponsored & Presented by: Nexion, Oasis Agent, TPI, TravelQuest, UniGlobe, Avoya Travel

Supplier Seminars: Celebrity Cruises

1p–2p

Starwood Hotels & Resorts Visit Anchorage CVB

2p–2:15p

Break Experience Fort Lauderdale while giving back to the community! The Greater Fort Lauderdale Convention & Visitors Bureau presents a special GIVE BACK program.

2:15p–5:30p

Option 1: “Cool Dudes / Hot Chicks” program with Museum of Discovery and Science. Attendees can take sand temperature to determine gender of our endangered Sea Turtles Option 2: Planting trees with the Parks and Rec department. Attendees will help offset the carbon footprint of the convention.

5:30p 6:30p

Get ready for the NACTA’s “Life’s A Beach” Themed event!

Come in your best beach wear.

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

Board motor coaches for transfer to beach party.

Transfers - sponsored by Westin and Sheraton Fort Lauderdale

7p–9p

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

9p–11p

Bus rotation back to Westin Hotel

11p

Last pick up/drop off

22 SEPT Sunday Destination Certification Program including Breakfast Hawai’I Visitors Bureau Ke Kula Training Program – Limited to first 100 travel agents to register. (no guests please only travel professionals) 8a–11:30a

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

Additional FAM programs available after Convention - must register for these events seperately from the Convention.

These optional FAMS are not included with your registeration. Pompano Beach FAM RCCL Seminar at Sea Club Med Sandpiper FAM

Agenda is subject to change

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

PRIME SPONSOR

DIAMOND SPONSOR

PARTNER SPONSORS

GC13-098 | 8.13 | WEB

16-19 SEPT 2013 • MIAMI, FL

Register today at

www.astaglobalconvention.org