Volume II / 2008
YOUR SOURCE FOR BUSINESS TRAVEL MANAGEMENT SOLUTIONS
INSIDE THIS ISSUE
2 5 8 11 15
T R AV E L I N D U S T R Y
HOTEL NEWS & TRENDS STARWOOD HOTELS & RESORTS EXPANDS THE WESTIN BRAND IN CHINA WITH SIGNING OF THE WESTIN NANJING Starwood Hotels & Resorts Worldwide, Inc. and Nanjing International Group announced an agreement for Starwood to manage The Westin Nanjing in China. Scheduled to open in early 2009, the hotel will be part of a multi-purpose complex that houses the hotel in one tower and residential condominium units, offices and exhibition space in the other two towers. FAIRMONT TACKLES CARBON EMISSIONS Fairmont Hotels & Resorts has struck a partnership with conservation group the World Wildlife Federation (WWF) over the next few months to measure the hotel company’s current carbon dioxide footprint and set a world-class reduction of those emissions by June of this year. The company will then develop a brand wide emissions reduction plan. WESTIN HOTELS & RESORTS RUNNING CONCIERGE Westin Running Concierge is offered at over 40 of their properties and provides runners with a partner/concierge for those runners who want the safety in a major city or just a buddy to run with after a long-day of meetings and appointments.
TWIN Column Niche Marketing Hotel News CultureQuest Online Marketing Study
Stay Ahead in the Market with Technology ravel budgets are most corporations’ third largest expense. To streamline costs, many companies are trimming down employee travel budgets and are looking toward their Travel Management Companies and corporate travel agencies for help. By adding the use of technology to their business model, the agency owner will improve their value proposition and maintain a competitive edge against the megas and agency chains. Essentially, a TMC or corporate travel agency that utilizes technology to control travel budgets will be more successful in the long term. Plus, TMC’s and corporate travel agencies will more easily gain the trust of CEO’s and CFO’s. Over time, they’ll realize their travel agency has their best interests in mind.
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FOCUS sat down with four successful TRAVELSAVERS agencies and asked some key questions about the technological tools they use to help their corporate accounts control travel budgets, all while maintaining a competitive edge. They are: Richard Meyerson, President of Traveltrust, Inc. in Encinitas California; Debbie Corbett, President of Traveltime Services, Inc. in Birmingham, Alabama; Wes Hamdan, President of All World Travel Services, Inc. in Dayton, Ohio and Christopher Gregg,
President of Travelpath, Inc. in Ontario, Canada. Each had some interesting things to say about which technological tools work for them in such a volatile market. FOCUS: To begin, please give us some background on your agency as a whole. Richard — Traveltrust: We focus on corporate accounts that spend between $250K and $5 million annually on travel. Our experienced, dedicated staff is the key to our success. With 15 years of professional travel management experience, our executive staff will partner with management teams to develop travel policies, aggressively negotiate supplier contracts and monitor traveler satisfaction. Our mantra is “the customer is king”. We never forget we’re a service company, and we are not satisfied unless our clients are happy. Debbie — Traveltime Sevices: We have been in business since 1981, focusing on corporate travel management. We do not solicit the general public. Our corporate/ leisure mix is about 95/5. We offer leisure services to ourcorporate clients and also some leisure work from referrals. continued on page 3
Created exclusively for ...
TWIN COLUMN TRAVELSAVERS WORLDWIDE INDEPENDENT NETWORK
C PATRICK ILAGAN FROM ATCO TRAVEL PROMOTED! Peter Stratton, General Manager, ATCO Travel Ltd. is pleased to announce the appointment of Patrick Ilagan, Account Manager for the ATCO Group effective February 1, 2008. Patrick will be responsible for the account development and growth through positive Peter Stratton, General Manager, long-term relationships across the ATCO ATCO Travel Ltd. Group of Companies, reporting to Cheryl Pirie-Jacobs, Senior Manager, Account Services. Patrick will be dedicated to the ATCO Group ensuring that they receive the highest standard of service delivery from ATCO Travel.
C SUCCESSFUL TWIN EXHIBITION AT THE LONDON BUSINESS TRAVEL SHOW More than 7,000 of the UK’s business travel elite flocked to the 14th Business Travel Show in London earlier this month. Over 220 exhibitors, including 70 first-timers, were also at Earls Court II representing every corner of the business travel industry and showcasing some of the most advanced products and services on, and about to hit, the market place. The London Business Travel Show is the leading event for anyone who buys or manages company travel or books business trips and sources meeting venues over the Internet, the phone or through a travel agency. The exhibition held annually across three days, showcases hundreds of the finest business travel products and services
He has been with ATCO Travel for three years in various senior management roles, and will continue his commitments with the ATCO Group’s Marketing Task Force Committee and Aboriginal Relations Team. ATCO Travel is committed to delivering operational and service excellence in travel management services for the ATCO Group of Companies. ATCO Travel, Ltd. is headquartered in Calgary, Alberta with three branch locations in Edmonton; Ft. McMurray, Alberta; and Ottawa, Ontario. Travel
from the world’s leading suppliers together with over 30 hours of education in the expert led Conference. TWIN exhibited for the second year and Don Raad, CEO, MSW Long Island Travel Group and Billie Ruff, President, The Travel Café and TWIN staff managed the booth for the three-day event.
C UPCOMING TWIN MEETINGS AND CONFERENCES: • TWIN General Meeting — April 10 & 11, 2008, Toronto, Ontario • TWIN General Meeting — July 27, 2008, Los Angeles, California • NBTA International Convention and Expo — July 28-30, 2008, Los Angeles, California
TRAVELSAVERS 2008 Technology Survey Snapshot ur recent technology survey revealed double-digit increases by our TMC’s and corporate agencies’ use of e-ticket tracking, quality control and res finishing software.
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• 10% of the respondents utilize a corporate booking tool. • 42% of the respondents use an e-ticket tracking software. • 14% of the respondents use auto ticketing, quality control and reservation finishing software. 2 FOCUS Volume II / 2008
• 10% utilize a risk management and travelers security alert application to inform travelers of changes.
Continued from cover: Stay Ahead in the Market with Technology Wes — All World Travel: We were founded in 1973. In just two years against our biggest competitor, we became the 2nd largest company in Dayton. Now, we are the largest locally owned and operated travel management company in the area. We joined TRAVELSAVERS when we came into our own in the 70’s. Seventy percent of our business is corporate and 30% is spread between leisure groups and cruises. We handle some of the largest corporate accounts in Dayton.
ahead with technology and are considered leaders in that area. Many of our major customers — our corporate accounts — exclusively utilize our website for online booking. Some customers book vacations, air and cruises via telephone, but most use CorpXpress for online bookings. We also have other useful information on our website for our customers, such as maps, driving directions, passport information, weather and other important destination information.
Christopher — Travelpath: We were purchased as an existing agency in May of ‘92. When we first acquired the agency, it was 60% corporate. We have since moved it over to 100% corporate, managing travel expenses and budgets for companies both small and large. Looking toward the future, Travelpath is considering offering exclusive high-end vacations for executives within our corporate client base.
We also use IBank, which gives us 24/7 access to client management reports — a very useful tool. A program called Booking Builder also enables clients to have direct booking access to low-fare carriers.
FOCUS: How has technology played a role in your agencies growth in 2007? Please be specific in describing what types of technology you’ve utilized for business growth. Richard — Traveltrust: Our efforts are supported by state of the art technology, providing the “real time” tools needed to query travel patterns and expenses. We make adjustments as necessary and monitor travel trust quantifiable savings. Reservation and Quality Assurance software assures arrangements are perfect and in accordance with our client’s travel policies. All this is available to our clients with no management contracts or travel quotas. We also have online reporting capabilities that allow our clients to access their travel spend within 24 hours of the issuance of tickets, etc. This has been very well received by our clientele. Debbie — Traveltime: In 2007, we launched the use of CorpXpress online booking via our TRAVELSAVERS association. We had a specific corporate client whom we had done business with for 15+ years, but had not been successful in consolidating all of their locations and newly acquired companies’ travel. They had travelers wanting to continue to book their own travel on a variety of "favorite" sites. They were looking hard at changing to Expedia for all of their travel bookings. We offered and implemented CorpXpress which not only secured the business, but are now slowly consolidating all of their travel. Their growth with us in 2007 was over 500%. We also implemented a new electronic ticket tracking software module. This has been a valuable and more streamlined tool in keeping up with unused electronic tickets for our clients. Wes — All World Travel: We’ve always tried to remain a step
Christopher — Travelpath: Back in ‘93, Travelpath began putting together its own database in Access 1.0. This homegrown, extremely interactive database has since evolved and changed with the times and with our needs. It is now connected to everything using an SQL database as a platform. We own it and operate it with the main goal being to eliminate repetitive tasks, thereby increasing productivity and revenue. This database allows the agent, management and customer — all parts of the corporate triangle — to access detailed information on demand. Our clients can access our database 24/7 through our website, which is asp.net and php. Through the web, clients can see all of their information (i.e., travel purchases, travel policy, profiling etc.) and run and schedule reports of all types. Because customers have access to all of our information, they consider it almost like a “bank” where they can go online and have information at their fingertips anytime. Our database does a variety of things that keeps our business flourishing. It sends out birthday greetings, corporate newsletters, passport expiration date reminders, holds contracts and 350 items concerning the travelers’ profile (i.e., their preferences, frequent flier miles, etc.). As things change, we add and delete features according to our needs. Additionally, our database is compliant with new credit card security criteria. Our company benefits from the higher levels of proficiency these features provide. FOCUS: Do you stay close to your clients using any of the following tools: email, an 800#, Blackberry®/PDA, cell phone, Vonage®, brochures, newsletter and/or other(s)? Richard — Traveltrust: We rely heavily on email, Blackberry(s) and cell phones and forward our 800# when needed. Our 800# can be utilized from most of the world’s countries. We don’t find much need for brochures since most of our corporate travel info continued on page 6
Volume II / 2008
FOCUS 3
Niche Marketing Carey — Beyond Corporate
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arey International goes beyond Corporate Chauffeured services. Carey International also caters to the Luxury Traveler.
Pre-Set or Customized Tours: San Francisco, London, Italy, Hawaii — Luxury destinations require luxury service. Cruise Transfers: Cruise lines charge fees to clients to transport them in a bus, with other cruise passengers, from airports and hotels. In many cases, it is more economical and always more comfortable to have a private transfer arranged. Group Travel: Family travel; Incentive trips; Clubs — they all need transportation to sites, attractions, airports, cruise ships, tour locations, city to city. As Directed: Reserve a chauffeured vehicle for a specific amount of hours, to be at the client’s disposal. While a pre-set itinerary helps the chauffeur in planning, clients may decide to change enroute, or decide when they arrive. Carey can accommodate these clients! Carey features: Late model luxury vehicles: The Limited Edition Carey Lincoln Town Car, Mercedes Benz, and Jaguar sedans. The Carey fleet also includes 6-10 passenger limousines, 10-15 passenger executive transporter vans, 13-19 passenger minibuses and full motor coaches.
Contact Carey Meetings and Events: Toll Free: 1-800-223-9817 Fax: 1-703-299-4351 Email: events@carey.com www.carey.com Booking Engine Links: For current options to automate the booking process please Contact Carey’s Automation Department via e-mail to Automation@carey.com. Training Opportunities Carey has a team of professionals dedicated to work with Travel Agencies on education of Carey’s service standards, booking options and policies. To locate the Director of Travel Industry Sales in your area, contact travelagentsales@Carey.com
Rates and Reservations must be obtained via the TRAVELSAVERS dedicated toll free number 1-800-797-3091 for these specialized services. Group Bookings Carey Meetings & Events When you choose Carey, you are choosing the recognized worldwide leader in event transportation management. Carey has the first and the only Meetings & Events division in the industry. Carey Meetings & Events services manages all aspects of group transportation. Your Carey Meeting & Events service is provided by a dedicated events management team which includes a program manager and on-site coordinators who work closely with our operations team to manage all transportation logistics for your meeting event.
FOCUS ON BUSINESS & TECHNOLOGY NEWSLETTER ■ ■
Editor-In-Chief: Betty Tilton Design: Alissa Schelp
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Creative Director: Malia Vrooman Writer: Marissa Candela
For questions or comments about the newsletter, please contact: FOCUS ON BUSINESS / Betty Tilton, 71 Audrey Avenue, Oyster Bay, NY 11771, or call (516) 624-2312, Fax: (516) 624-6024, e-mail: btilton@travelsavers.com TRAVELSAVERS Corporate Services is a trade service of TRAVELSAVERS, Inc. All rights reserved. Photocopying or electronic redistribution is strictly prohibited without the express written permission of the Editor-In-Chief.
Volume II / 2008
FOCUS 5
Amtrak Acela Express ®
®
Acela Express® is the preferred transportation mode in the Northeast Corridor for both bbusiness i andd lleisure i ttravelers l offering ff i hhourly l service i ddowntown t tto ddowtown t allll dday between New York, Washington, DC, and intermediate cities, as well as many convenient roundtrips between New York and Boston. For more information, call the Amtrak Travel Agency Sales Center at 800-525-2550 or send a message to wecanhelp@amtrak.com.
Amtrak and Acela Express are registered service marks of the National Railroad Passenger Corporation.
Continued from page 3: Stay Ahead in the Market with Technology can be found on our web link. However, we do find electronic newsletters to be very beneficial. Debbie — Traveltime: When you couple the use of moneysaving technology and personal service, it’s a win-win. We have separate 800 numbers for both our corporate and leisure clients. I personally use a Blackberry to access email when I’m away from the office, but I am the only one in the company to do so. Our 800#’s do not forward to cell phones or PDA’s. We use a contracted after-hours service to assist our clients when our offices are closed. We have not actively pursued large global business accounts, so we do not have an 800# from Vonage®. Our average niche client spends less than a million in air travel annually. The majority of our clients travel domestically. Also, with the Web as it is today, we have very few requests for printed brochures, nor do we send our clients an electronic monthly newsletter. Wes — All World Travel: All World Travel utilizes weekly email blasts to our corporate and leisure clients, providing
important updates and information, as well as unique and special offers. We also print brochures on demand for specials and group travel. We have a main national 800# for our clients and use Blackberry(s), PDA’s and cell phones for personal business. We use LINGO® to call anywhere in the world long distance and benefit from tremendous savings with this carrier. Christopher — Travelpath: We were one of the first companies to start using email back in ‘95. We also utilize an 800#. When clients call the 800# off hours, they can be forwarded to TRAVEL HELPLINE or press an option to reach me personally on my Blackberry. I can also be reached via email through travelpath.com, which is then forwarded to my PDA. Also, when we forward travel confirmations, we include a special link with worldwide emergency numbers through TRAVEL HELPLINE. Customers are never left to their own devices in emergency situations. continued on page 12
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Fairmont Towers, Heliopolis, Cairo
The Plaza, A Fairmont Managed Hotel, New York
Fairmont Singapore
! TRUSTED NAME JUST KEEPS GETTING BETTER As the Fairmont family of hotels and resorts continues to grow, we offer exciting new ways to celebrate the best that life has to offer. Discover a place where “East meets West� in a vibrant mix of cultures at Fairmont Singapore. Witness the grand restoration of a New York legend, The Plaza. Offer conference delegates a field trip to see the Pyramids and Sphinx from our elegant new properties in Cairo, Fairmont Heliopolis and Fairmont Towers, Heliopolis. Book the adventure of a lifetime in East Africa at Fairmont Mara Safari Club or Fairmont Zanzibar. Whether your clients are traveling for business or leisure, trust Fairmont to deliver memorable experiences of the world’s finest destinations. !GENT BOOKING INFORMATION &OR '$3 RESERVATIONS ENTER RATE ACCESS CODE 43!
AND BOOK USING &AIRMONT CHAIN CODE &!
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) ) HOTEL NEWS
• Valid through April 25th 2008 To reserve call 514-670-2154 or • mireille.gendron@hilton.com site visit required, based on availability Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Hilton Hotels chain code EH.
BLACKOUT DATES NO MORE! HILTON HHONORS® OPENS UP THE CALENDAR FOR ALL MEMBERS HHonors Becomes the Only Guest Loyalty Program to Offer Members Both Points & Miles® and No Blackout Dates with No Capacity Controls — Ever had a dream vacation thwarted because of date restrictions or capacity controls from your hotel loyalty program? Fortunately for Hilton HHonors members, that predicament is now a problem of the past. The Hilton Family of Hotels recently launched No Blackout Dates for all members of its HHonors guest reward program. As long as a standard room is available, members will be able to confirm that room using their HHonors points at more than 2,900 Hilton Family hotels worldwide. Hilton HHonors® is a guest reward program that gives frequent travelers a faster way to earn the rewards they want most. Enrolled members can Double Dip® to earn HHonors points and airline miles for the same stay, at nearly any rate, at more than 2,900 participating Hilton®, Conrad® Hotels & Resorts, Doubletree®, Embassy Suites Hotels®, Hampton Inn®, Hampton Inn & Suites®, Hilton Garden Inn®, Hilton Grand Vacations™, Homewood Suites by Hilton® and The Waldorf=Astoria Collection™ hotels around the world. Due to the tremendous flexibility, generosity and value offered by HHonors program features, as well as the many attractive promotions that HHonors offers each year, the program has been recognized with numerous travel industry awards. Membership in HHonors is free. Travelers may enroll online by visiting HiltonHHonors.com. Or, to enroll instantly in the program, consumers in the U.S. and Canada may call 1-800-HHONORS. Outside the U.S. and Canada, travelers may call the Hilton Reservations and Customer Care office in their area. Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Hilton Hotels chain code EH. Embassy Suites Hotels® Launches BusinessBalance.com: Helping Business Travelers Find Their Own Balance on the Road New Online Resource Offers Road Warriors a ‘Balanced’ Perspective The BusinessBalance.com site is designed to give visitors an overall sense of ease – just what every business traveler needs to stay balanced and organized. It will be divided into two paths: “Strength on the Road” and “Serenity on the Road.” “Strength on the Road” will feature articles and tips on keeping a strong body, a strong mind, getting the proper nutrition, looking your best and maintaining family ties while on the road. “Serenity on the Road” will offer tips for business travelers to get better sleep, reduce stress on the road and pack efficiently. Embassy Suites by Hilton — Montreal Canada A Picture Speaks 1000 Words But an Experience Lasts a Lifetime Travel Agency Appreciation Rate 55.00$*s/d — Includes • Daily Cooked-To-Order™ Breakfast • Evening Manager’s Reception (2 drinks per person)
8 FOCUS Volume II / 2008
Indulge at The InterContinental The Barclay in New York City with the Friends & Family Package. Perfect for a getaway, visiting friends or the extended family you missed over the holidays, the “Friends & Family” package provides everything needed to enjoy a memorable weekend without stretching your budget. • “Friends & Family” rate available for one and two nights stays • A NYC Survival Pack, including a $10 MetroCard, city map and disposable digital camera • Daily breakfast at the Barclay Bar & Grill “Shop to Drop” Shopping in New York can be a magical experience…from Madison Avenue to SoHo, to everywhere in between, The Barclay’s concierge has it all mapped out. • Special discounted rate available for a weekend stay (two night minimum) • A map created by the concierge with suggestions and directions to the best “in the know” shopping spots in the area • Shopping bag pick up service Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Intercontinental Hotel Group Master Chain Code 6C. InterContinental® Hotels & Resorts enhances each meeting you plan by providing truly extraordinary facilities and a wide variety of unique and inspiring hotel locations that attendees will remember long after their stay. Now InterContinental rewards you for your business by offering a rich, new loyalty program designed just for meeting planners. As a Priority Club Meeting Rewards member, you’ll earn 3 Priority Club points for every US$1 you spend on qualified meetings* at InterContinental Hotels & Resorts — as well as all Priority Club Rewards Family of Brands hotels — in the U.S., Canada and Mexico. You’ll also enjoy the following benefits: •Earn points for personal stays at more than 3,700 hotels worldwide •Elevate your status quickly. Hold just one qualified meeting and achieve Gold Elite status; hold two in a calendar year and attain Platinum •Redeem points for Meeting Credits that can be applied toward future meetings or professional and personal stays at any of our hotels worldwide •Use your points at anytime — they never expire •Reserve Reward Nights with no blackout dates •Earn unlimited points when you purchase goods or services from our many global partners Qualified meetings at InterContinental Hotels & Resorts must be held in the U.S., Canada or Mexico and consist of 10 or more guest rooms
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) ) HOTEL NEWS within your group block occupied for at least one night of the meeting with associated meeting-related food and beverage charges applied to your master bill. The maximum benefit per qualified meeting is 60,000 points. Excluded meeting charges include any associated taxes, gratuities and service fees; any outside vendor/supplier charges; and any attendee incidentals or other expenses. Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using InterContinental Hotel Group Master Chain Code 6C.
Specials & Packages — Stay Connected… At Millennium Hotels and Resorts, your comfort is their business. Not only do they guarantee premium accommodation at the best available rates, Millennium offers guests the total convenience of being just a click away with broadband access, right in the comfort of their room! Whether on a holiday or in London for business, stay in touch with the rest of the world when you stay with Millenium. Offer valid at the following hotels: Millennium Gloucester Hotel London Kensington, Millennium Bailey’s Hotel London Kensington, Millennium Hotel London Mayfair, Millennium Hotel London Knightsbridge, Millennium & Copthorne Hotels at Chelsea Football Club, Copthorne Tara Hotel London Kensington. Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Millenium Hotels & Resorts chain code MU. Specials & Packages — Triple B Packages Business Travel is made easy with Millennium & Copthorne International Triple B packages! Take advantage of Millennium’s special room rates which include Bed, Breakfast and Broadband. • Grand Copthorne Waterfront Hotel — From S$230 • Orchard Hotel — From S$230 • M Hotel — From S$230 • Copthorne King’s Hotel — From S$200 • Copthorne Orchid Hotel — From S$165 Terms & Conditions: • Triple B Packages are available from Monday to Sunday. • Rate includes buffet breakfast and internet broadband usage. • Room bookings are required in advance and confirmation is subject to availability. • Blackout dates may apply. • Rate is subject to 10% service charge, 1% government tax and thereafter 5% GST. • Rate is valid per room per night, unless otherwise stated. • Not valid with other discounts, promotions or privilege cards. • Rate is commissionable and loaded in GDS. • Normal criteria for accordance of M&C Rewards points apply. *Millennium Hotels & Resorts Dedicated Line
Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Millenium Hotels & Resorts chain code MU.
Welcome to WeLoveAgents.com Millennium Hotels & Resorts wants you to have a rewarding experience, so their We Love Agents Rewards program is their way of saying how much they appreciate your business and partnership. It’s easy. You earn a $50 gift certificate for every 10 consumed hotel booking at any Millennium Hotel and Resort property in North America. Gift certificates are redeemable at a multitude of great places, like The Sharper Image, Coldwater Creek, Linens n’ Things, and even As Seen on TV. Valid now through December 31, 2008, for every ten consumed bookings at any Millennium Hotel and Resort in North America earn a $50 electronic gift certificate! Plus, they want to make your job easier and more exciting by offering additional great benefits, such as FAM rates for North American properties. Don’t forget about Millennium Hotels & Resorts in Europe, Asia, the Middle East and Australasia, which also offer favorable FAM rates to travel agents. If you are interested in visiting one of their sister hotels please contact the hotels directly, or visit millenniumhotels.com for more information.
Enjoy and Live a Grand Experience at the New Fiesta Americana Grand Guadalajara Country Club. Book now and receive 1,000 American Airlines AAdvantage miles per night of stay plus a free night certificate for your next visit. For more information and reservations please call 800-FIESTA-1 or visit fiestamericana.com/aadvantage Travel Agent Booking Information: When booking in the GDS, enter rate access code TSA, and book using Fiesta Americana/Grupo Posadas Chain Code FH.
TSA And, it’s so easy to do. To book the TSA rate access code on the GDS, simply add 3 letters (TSA) to your GDS hotel reservation format. GDS RESERVATION FORMATS: Worldspan: HLNYC25MAR30MAR2/PC-TSA/C-HH Sabre: HOTATL‡TSA/1SEP-3SEP2/SI Apollo & Galileo: HOA1SEP-4SEPATL2/¤TSA/HI/C-ALL Amadeus: HADCA20JUL-21JUL/CO-SW/SR-TSA-ALL Volume II / 2008
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A Dream Deal for Your Clients. 1,000 miles
day one...
+
1,000 miles
day two...
+
1,000 miles
day three...
Your clients will earn American Airlines AAdvantage® miles and a free night when they stay at Fiesta Americana Grand, Fiesta Americana or Fiesta Inn.* ŏ 1,000 AAdvantage® miles for each night’s stay at
Fiesta Americana Grand or Fiesta Americana*
ŏ One free night or 2nd room certificate for your next stay*
For more information contact your TRAVELSAVERS travel professional
Terms and conditions: 500 AAdvantage miles earned for each night´s stay at Fiesta Inn. Buy one night, get 2nd night or 2nd room free. Use of certificate is subject to purchase of 1st night or 1st room, Certificates may be accumulated. Use of certificates is subject to availability. Certificates are valid for one year from date of issue. Certificates are not valid at Fiesta Americana Grand Coral Beach in Cancun and The Explorean. American Airlines reserves the right to change AAdvantage program rules, regulations, travel awards and special offers at any time without notice, and to end the AAdvantage program with six months notice. Any such changes may affect your ability to use the awards or mileage credits that you have accumulated. American Airlines is not responsible for products or services offered by other participating companies. For complete details about the AAdvantage program, visit www.aa.com/aadvantage. AmericanAirlines and AAdvantage are registered trademarks of American Airlines, Inc. Offer is valid from September 1, 2007 - June 30, 2008 and is subject to availability. Other restrictions may apply.
Technology Suppliers Directory ▲
ATMA www.atma.com email: info@atmaglobal.com Ph 212-254-0083
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CorpXpress www.agents.travelsavers.com email: btilton@travelsavers.com Ph 516-624-2312
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eGlobalfares
TECHNOLOGY SUPPLIERS
www.eglobalfares.com email: david.rifkin@eglobalfares.com Ph 203-397-5361 ▲
Galileo by Travelport email: new.sales@travelport.com
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ISIS www.isisgold.com email: info@isisgold.com Ph 800-474-7099
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NuTravel Technologies www.nutravel.com Ph 914-848-4566
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Pegasus Commission Processing www.pegs.com email: memberinfo@pegs.com Ph 214-362-6399
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TRAMS/ClientBase www.trams.com email: sales@trams.com Ph 310-641-8726
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Trondent Development Corp. www.trondent.com email: sales@trondent.com Ph 847-277-0800
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TRX Technology Services www.trx.com email: sales@trxsoftware.com Ph 847-277-0800
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Weissmann Reports/Northstar email: weissmann@ntmllc.com and starserviceonline@ntmllc.com Ph 800-776-0720
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By Atma Global (www.atmaglobal.com)
AutoAgent www.autoagent.us email: helpdesk@autoagent.us Ph 845-790-5490
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CultureQuest USA (www.culture-quest.com)
he US is all about diversity, from its soaring skyscrapers to the natural splendor of the Grand Canyon, from the streets of its vibrant cities to the boardrooms of its global corporations. Work is serious business in the US and despite the appearance of an “anything goes” attitude, there’s a strong business ethic and respect for meritocracy.
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When it comes to business, the U.S. might well be called the king of the jungle. Emboldened by a strong free-market economy and energetic workers, legions of U.S. companies have achieved unparalleled success. One byproduct of this competitive spirit is an abundance of secure, well-managed business partnerships at home and abroad. And although the majority of U.S. companies are not multinational giants, an emphasis on hard work and a sense of fair play pervade the business culture. With such a focus on business and results, it’s easy to forget that there is a distinctly unique American culture. From how people interact, communicate and negotiate, there’s a focus on candid directness, results, and efficiency that may surprise professionals from other cultures. Not sure of how to properly interact with a colleague or customer or how to best manage employees, CultureQuest can help. Understanding the local culture and values is essential for success. CultureQuest USA can help first-time visitors as well as seasoned old-hands navigate the cultural nuances in both the business and social environments. Available in two versions, CultureQuest™ Business equips professionals and international business travelers with the skills needed to succeed in the complex global business arena. CultureQuest™ Insight enables global enthusiasts to experience world cultures, values, and customs. Now global travelers can literally experience favorite destinations all over the world and prepare for their trip. With essential information, travelers can increase their success rate in-country and become repeat business travelers. As agencies, you can provide a truly vivid view of the destination and answer questions about travel tips, protocol, business practices, local culture and social customs. You already provide the accommodations, now provide even more information on what to expect with essential information for successfully managing their business and social objectives. Cost and time-efficient, the CultureQuest series combines user-friendly technology with superior, unique and culture-specific content. CultureQuest is more than just a city or country guide…it is your customer’s cultural guide to success. Learn more about how CultureQuest can meet the needs of your travelers, visit www.culture-quest.com or email info@atmaglobal.com for a demo.
Worldspan by Travelport Ph 770-563-7400
Volume II / 2008
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Perfect for Business Travel ResortQuest at the Executive Centre Hotel
ResortQuest Hawai’i offers the business traveler great locations and condominium suites with fully-equipped kitchens on four Hawaiian Islands to fit the road warrior’s lifestyle, taste and budget.
ResortQuest Waikiki Sunset
Preferred Travelsavers Corporate Consortia Rates at the following properties: • Executive Centre Hotel • Waikiki Banyan • Waikiki Sunset • Maui Banyan • Waikiki Beach Hotel • Maui Kaanapali Villas FOR TRAVEL AGENTS ONLY! Earn STAR points and cash back incentives for every booking you make with use... all with just a click. Join STARs today at RQSTARsOnline.com.
Book through GDS Chain Code: AH ResortQuest at the Maui Banyan
Continued from page 6: Stay Ahead in the Market with Technology
Get Started This current economic environment is a prime opportunity for the TMC and corporate travel agency owners to take the initiative and present a plan to the corporate buyer and their executives. Make it your business to demonstrate how your agency’s technology can play a major role in controlling travel spend for 2008. TRAVELSAVERS Corporate Services Division offers a comprehensive technology platform to help our agency members with their agency’s 2008 technology plan. A good first step is to evaluate the agency’s technology offerings to determine what is missing. With a “technology needed” checklist in hand and by utilizing the TRAVELSAVERS roster of preferred technology suppliers, the agency owner can communicate directly to our preferred technology suppliers who will provide an analysis and a return on their investment. We offer negotiated discounts and preferred pricing with our tech suppliers for front, mid and back office solutions. 12 FOCUS Volume II / 2008
Over the years, TRAVELSAVERS Corporate Services has spent enormous amounts of time and money in development and research. Our role is to research and provide stellar technology from preferred suppliers and pair them with our corporate agency owners. They have built better technology for the TMC and the travel agency, while making it affordable. While this is an important business and financial step for the TMC and agency owner, it’s really about the corporate accounts who ask, “What have you done for me today?” Contact your TRAVELSAVERS Business Development Manager to learn more.
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Send your clients on an NCL European cruise, and you’re put ting them on a ship in the youngest fleet on the planet. Which means they get all the ancient wonders of Europe, plus all the modern wonders of our Jewel class ships, like our exclusive Courtyard and Garden Villas, our Mini-Suites and balconies. Then there’s the flexibility of Freestyle CruisingŽ. With no set dining times to run your clients’ day, they can take their time off the ship seeing all the best of Europe’s ancient port cities – no need to rush back to the ship for dinner. And when they are ready, they can eat where they want and with whom they want. That ’s Freestyle Cruising. Where you’re free to whatever. Visit us at bookncl.com or call 1.800.327.7030.
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ONLINE MARKETING STUDY: Baby Boomers* and Silver Surfers!
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hese americans make up the most affluent segment of the U.S. population, and they are online.
A new report, Baby Boomers and Silver Surfers: Two Generations OnLine by Paul Verna, e-Marketer Senior Analyst, states that Internet usage by baby boomers and over 60’s is projected to continue rising well into the future. eMarketer projects that over the next five years, the number of U.S. baby boomers who use the Internet at least once a month will grow by more than 5 million, from 58.2 million in 2006 to 63.7 million in 2011. “Baby boomers are diverse, notoriously difficult to pigeonhole and sometimes overlooked by marketers, who are generally more interested in catering to younger and more active consumers of goods, services and media,” says Mr. Verna. “But boomers wield enormous economic clout and are increasingly turning to online and mobile channels for a wide variety of needs, including e-commerce, financial services, travel, entertainment, health and wellness information, news and user-generated content.”
Silver surfers, or over 60’s, are also a large segment of the U.S. Internet population, growing from 17.7 million Internet users in 2006 to 25.3 million by 2011. “Silver surfers — also known as the ‘silent generation’ — are also typically passed over by online marketers because most of them reached retirement age before computers and broadband access became ubiquitous in home and offices, so their online habits are not as ingrained as those of their younger counterparts,” says Mr. Verna. “Their spending power and growing presence online should serve as a wake-up call to marketers who might have their sights set elsewhere.” “These two demographic groups have money to spend — lots of it.” Boomers have on average more discretionary income than any other segment of the U.S. population — over $24,000 a year per household. “To focus on younger demographics at the exclusion of boomers and over 60’s, is to miss a potentially huge opportunity to tap into a large, vibrant, diverse and fast-growing segment of the U.S. Internet population,” states Mr. Verna. Source: Baby Boomers and Silver Surfers: Two Generations Online, Paul Verna, eMarketer Senior Analyst and Author.
MARKETING Is Your Business Card Effective? hen was the last time you updated your business card? As the Owner/President/CEO of your travel management company or travel agency, does your card inspire someone to want to know more about you and what your agency offers?
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Advertising, sales and marketing experts recommend the following to make sure your card gets noticed and increases your referrals and customers: 1. Print that is readable. Make sure your name, title, address, phone number, website and email address aren’t too small to read. 2. Complete contact information. Holding back on contact information is harmful and hints that your business is not well established. Complete contact information indicates you are professional and impacts your image. 3. Quality of paper stock. Use a quality linen stock! Printers recommend a 80 pound classic laid and a 9 or 10 point stock. Paper that is too thin or too glossy can give the wrong impression. 4. Use of color. Your agency logo must be in color. Contact
information should be easy to read and black printing is best. If your agency uses a color scheme, tastefully incorporate your color scheme on the card. 5. Printing on the back of the business card. Printing something important on the back of the card gives people a reason to save the card. For example, branch offices, an offer for a consultation, a memorable tagline, or simply your logo in larger type are some ideas. 6. Photos. A photo done by a professional photographer placed on your business card makes you more memorable and instills a stronger sense of connection. 7. Different sizes. Try to avoid a card that is oversized or even a double card. They may stand out at first glance, but often will be thrown out as they cannot be scanned into electronic storage devices or stored in standard business card albums or card holders. 8. Home-made business cards. They say “cheap”! No matter how hard you try, a home-made business card will not compete with a professionally produced card. Source: The HBB Source, Laurie Hayes, 2008 Volume II / 2008
FOCUS 15
THE TRAVEL INDUSTRY’S LEADING 24-HOUR GLOBAL TRAVEL ASSISTANCE SERVICE
Corporate travelers today pass through time zones to conduct business as often as they once drove across town. They expect to receive a highly personalized service, wherever they are in the world. For over two decades, Travel Helpline has successfully provided our agency members with a reliable and cost effective after-hours service. Travel Helpline gives travel agencies the competitive edge in order to meet and exceed their business travelers’ needs. Our dedicated travel professionals and advanced communications technology combine to provide unparalleled quality and service. Travel Helpline is staffed 24-hours a day, 7-days a week and operates jointly from two fully operational reservation centers in Oyster Bay, New York, and Shannon, Ireland. Staff members in both locations are fully trained on all four GDS. They have the expertise and knowledge to provide travelers with consistent levels of support and the flexibility to respond to their traveling needs on behalf of the travel agency.
We continue to improve and advance our efficiencies with technology and training. Travel Helpline employs two state-of-the-art PBX Phone systems working in tandem from separate continents, via private lines, with extensive ACD routing and reporting capabilities. With just one telephone call from anywhere in the world, travelers can call anytime when they need an itinerary changed, or need guidance on any other travel-related concerns. With over 20 years of global success behind us, Travel Helpline has been able to achieve an exceptional call answer time. We lead the industry in satisfaction and call response time, as verified by independent and internal quality assurance surveys and will continue to improve and advance our efficiencies as with technology and training surveys. Travel Helpline is an established Global Emergency Travel Service, assisting some of the largest agencies in the world with thousands of success stories. We combine all of our resources to assist the business traveler when their travel agency cannot be there. We are committed to providing the highest level of quality and service to help travelers breathe easier while on the road. And, we are never more than a phone call away….
For more information, contact Andrea Melendez Phone: 800-436-6171 • Email: amelendez@travelsavers.com
71 Audrey Avenue Oyster Bay, NY 11771
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