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Preferred SUPPLIER Travel Centres

Back to basics

MANUAL 6th E D I T I O N


Don’t miss a connection! The best networking event in the Irish travel industry calendar w travelcentres.ie T 051 383 622 E info@travelcentres.ie


Contents Useful Information

Cruising

Websites 4 Telephone Numbers 5 Personal Contacts 7 Usernames & Passwords 7 Calendar 2018 8 Calendar 2019 9

Celebrity Cruises 65 Holland America Line 67 Hurtigruten 69 Oceania Cruises 71 Royal Caribbean 73 Seabourn 75 Silversea 77 Thomson Cruises 79 Uniworld 81

Top Tips Management 10 Delegation 12 Time Management 13 Selling Travel Insurance 14 Selling Car Hire 15 Selling 17 Handling Objections 18 Marketing 19 Public Relations 20 Customer Retention 21 Handling Complaints 22 Maximising Profit 23 Cutting Costs 24 Productivity 25 Using Google 26 Using Facebook for Business 27 Handling Vat 28 New Year’s Resolutions For 2018 29 Guarding Against Credit Card Fraud 31

Resources Website of the Week List of Blogs

32 35

Accommodation Bedsonline 41 Bookabed.ie 43 Expedia Travel Agent Affiliate programme (TAAP) 45 Globehotels 47 Interhome 49 Travelcube 51

Airlines Aer Lingus 53 Finnair 55 KLM 57

Car Rental Services Affordable Car Hire 59 Flexible Autos 61 Hertz 63

Ferries Irish Ferries

83

Ground Arrangements Attraction World 85 Best Holidays In Italy 87 Discovery Puglia 89 Do Something Different 90 Georgia 93 Keith Prowse 95 RailShop.ie 97

Insurance Accident & General Blue Insurance

99 101

Technology TecSupport 103 Travelport 105

Tour Operators Breakaway 107 Contiki 109 Crystal 111 Eurocamp 113 GTI - The Group Travel Specialists 115 Intrepid 117 Insight Vacations 119 Riviera Travel 121 Sunway 123 Travel Solutions 125 Wendy Wu Tours 127

Transfers A2B Transfers & hoppa.com

129

Travel Services Dublin Airport Travel Services

131

General Conference 2016

132

Travel Centres T 051 383 622 14, The Fairways, Golf Links Road, E info@travelcentres.ie Dunmore East, Co. Waterford, Ireland. W www.travelcentres.ie

All Rights Reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Publisher’s Note: Whilst care has been taken in compiling the information contained in this manual, the publishers cannot accept responsibility for any errors or omissions. © Travel Centres 2017.

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Useful Information Websites

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www.a2bairportparking.com www.a2btransfers.com www.aberdeenairport.com www.accidentgeneral.ie www.adventure-holidays.ie www.affordablecarhire.com www.airlinequality.com www.airlinemeals.net www.ie.amadeus.com www.aslairlines.fr/en www.attractionworld.com www.aviationreg.ie www.azamaracruises.co.uk www.barclaycardbusiness.co.uk www.bedsonline.com www.belfastairport.com www.bestholidaysinitaly.com www.birminghamairport.co.uk www.blackpoolinternational.com www.blueinsurance.ie www.bookabed.ie www.bournemouthairport.com www.breakaway.ie www.bristolairport.co.uk www.budgetyourtrip.com www.buseireann.ie www.calluma.com www.caribbeanblue.ie www.celebritycruises.co.uk www.chartsbin.com www.cilt.ie www.cityofderryairport.com www.classic-collection.ie www.conduit.com www.contiki.com www.corkairport.com www.coursera.com www.cruiseholidayguide.com www.cruisingpower.ie www.crystalholidays.ie www.cubatravel.ie www.dayuse-hotels.com www.dectek.ie www.discovertravel.ie www.discoverypuglia.com www.distancefromto.net www.donegalairport.ie www.dosomethingdifferent.com www.dublinairport.com www.eastmidlandsairport.com www.eat2eat.com www.econcepts.ie www.edinburghairport.com www.embassyworld.com www.emirates.com/ie www.etihad.com www.eurocamp4agents.ie www.evernote.com www.exeter-airport.co.uk www.expedia.ie/TAAP-Info www.festivals.com www.fetchmyluggage.co.uk www.fexco.com www.filedropper.com www.flatseats.com www.flexibleautos.com www.flightrights.ie. www.flysas.ie

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www.flywaterford.com www.freecrm.com www.freetranslation.com www.gadventures.com www.galwayairport.com www.getairmail.com www.glasgowairport.com www.glasgowprestwick.com www.globehotels.ie www.gti-ireland.com www.guernsey-airport.gov.gg

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www.heathrowairport.com www.hertz.ie www.hipmunk.com www.hollandamerica.co.uk www.hotspot-directory.com www.hurtigruten.co.uk/agents

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www.ifonly.ie www.iifa.ie www.imagine.ie www.insightvacations.com www.interhome.ie www.intrepidtravel.com www.iom-airport.com www.irelandwestairport.com www.irishferries.com www.irishpubsdirectory.com www.irishrail.ie www.itaa.ie www.ittn.ie

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www.jerseyairport.com www.join.me

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www.launcheffectapp.com www.leedsbradfordairport.co.uk www.libreoffice.org www.liverpoolairport.com www.logotournament.com www.londoncityairport.com www.london-luton.co.uk www.longatwickairport.com www.lynda.com

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www.mailchimp.com www.mailinator.com www.manchesterairport.co.uk www.mikogo.com www.moonfruit.com www.morguefile.com www.msccruises.ie www.msgtag.com/home www.mywot.com

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www.nationaltransport.ie www.newcastleairport.com www.nileguide.com www.nra.ie

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www.oceaniacruises.com www.openflights.org www.oxfordairport.co.uk

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www.packagetrackr.com www.pagemodo.com www.penzu.com

www.railshop.ie www.raveable.com www.resorthoppa.ie www.rivieratravel.ie www.robinhoodairport.com www.royalcaribbean.ie www.rsa.ie

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www.sanebox.com www.seabourn.co.uk www.seat61.com www.seatguru.com www.shannonairport.com www.silversea.com www.similarsites.com www.similarsitesearch.com www.sligoairport.com www.southamptonairport.com www.southendairport.com www.spain.info www.sportstours.ie www.stanstedairport.com www.stenaline.ie www.stepuptravel.com www.synneo.ie www.sunway.ie www.ie.superbreak.com

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www.tbicardiffairport.com www.tecsupport.com www.teuxdeux.com www.thomson.co.uk/cruise www.timeanddate.com www.tmb.ie www.towd.com www.transport.ie www.travelbiz.ie www.travelcube.ie www.travelextra.ie www.travelfinders.ie www.travelfocus.ie www.travelfox.ie www.travel-industry-dictionary.com www.travelmedia.ie www.travelport.com/ireland www.travel-solutions.co.uk www.turkishairlines.com www.typingweb.com

U V W

www.united.com/ie www.uniworld.ie

www.keithprowse.ie www.kerryairport.com www.kropla.com

N

www.quora.com

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www.visafirst.com www.wendywutours.com www.wickedcampers.com www.whatsonwhen.com www.wheretoskiandsnowboard.com www.wikihow.com www.world66.com www.worldclimate.com www.worldreviewer.com www.wtgonline.com www.zamzar.com


Useful Information Telephone Numbers

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A2BTransfers.com 0044 1488 804 808 A2Bairportparking.com 0044 1488 804 808 Aberdeen Airport 0044 844 481 6666 Accident & General Insurance 01 874 8458 Adventure Holidays 01 259 0133 Affordable Car Hire 076 801 164 Amadeus 01 879 2500 Attraction World 0044 121 486 0300 ASL Airlines France + 353 1 882 8680 Azamara Cruises 0044 844 493 4016 Barclaycard (Commercial) 0044 844 822 2100 Barclaycard (Technical) 0044 844 811 6666 Bedsonline 0818 275 722 Belfast Airport 0044 28 9448 4848 Best Holidays in Italy 01 254 4280 Birmingham Airport 0044 871 222 0072 Blackpool Airport 0044 844 482 7171 Blue Insurance 0818 484 484 Bookabed 0818 365 465 Bournemouth Airport 0044 1202 364 000 Bristol Airport 0044 871 334 4344 Breakaway.ie 01 607 9999 Bus Éireann 01 8366 111 Cardiff Airport 0044 1446 711111 Celebrity Cruises 1800 932 611 Chartered Institute of Logistics & Transport 01 676 3188 Classic Collection 01 541 3000 Commission for Aviation regulation 01 661 1700 Contiki 01 775 3838 Cork Airport 021 4 31 31 31 Cosmos (TravelFox) 1890 989802 Cruisingexcursions.com 0044 800 091 8274 Crystal Holidays 01 433 1028 Department of Transport 01 670 7444 Derry Airport 0044 28 7181 0784 Discover Travel 021 463 5440 Discovery Puglia 01 254 4280 Donegal Airport 074 954 8284 Do Something Different 1800 80 40 44 Dublin Airport 01 814 1111 East Midlands Airport 0044 1332 852939 E-Concepts 01 5240 040 Edinburgh Airport 0044 844 481 8989 Emirates 01 516 1600 Etihad Airlines 01 765 1800 Eurocamp (formerly Keycamp) 021 425 2300 Exeter Airport 0044 1392 367 433 Expedia TAAP 01 517 1525 Fexco 066 976 1258 Flexible Autos 021 601 9067 G Adventures 01 697 1360 Galway Airport 091 755 569 Glasgow (International) Airport 0044 844 481 5555 Glasgow (Prestwick) Airport 0044 871 223 0700 Globe Hotels 01 256 9529 GTI (Group Travel International) 01 843 4734 Guernsey Airport 0044 1481 237 766 Hertz Car Rental 053 915 2500 Holland America Line 0044 843 374 2300 Hurtigruten 01 607 4420 Iarnród Éireann 01 8366 222 If Only … 01 447 5275 Insight Vacations 01 775 3838 Interhome 01 431 1086 Intrepid Travel 0044 203 308 9753 Ireland West Airport (Knock) 094 936 8100

Irish International Freight Association 01 854 5411 Irish Ferries 0818 300 400 Irish Travel Agents Association (ITAA) 01 417 9696 Irish Travel Trade News 01 450 2422 Isle Of Man Airport 0044 1624 821600

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M N O R S

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Jersey Airport 0044 1534 446 000 Keith Prowse 01 878 3500 Kerry Airport 066 976 4644 Leeds/Bradford Airport 0044 871 288 2288 Liverpool Airport 0044 871 521 8484 London City Airport 0044 207 646 0088 London Gatwick Airport 0044 844 892 0322 London Heathrow Airport 0044 844 335 1801 London Stansted Airport 0044 844 335 1803 London Luton Airport 0044 158 240 5100 London Southend Airport 0044 1702 538500 Manchester Airport 0044 8712 710711 Metropolitan Touring 0044 208 675 4150 MSC Cruises 1800 932 499 National Roads Authority 01 660 2511 National Transport Authority 01 879 8300 Newcastle Airport 0044 871 882 1121 Oceania Cruises 0044 345 505 1920 Oxford Airport 0044 1865 290 600 RailShop.ie 01 882 8679 Resort Hoppa 01 828 0765 Riviera Travel 01 905 6300 Road Safety Authority 1890 406 040 Royal Caribbean 1800 555 604 Scandinavian Airlines (agents sales support) 01 844 5888 Shannon Airport 061 712000 Sheffield Airport 0044 871 220 2210 Seabourn 0044 843 373 2000 Silversea 01 611 0560 Sligo Airport 071 916 8280 Southampton Airport 0044 844 481 7777 Spanish Tourist Board 01 635 0200 www.sportstours.ie 01 4572311 Stena Line, Dún Laoighaire 01 204 7722 Stena Line, Rosslare 053 61560 Sunway 01 231 1800 Superbreak 01 695 0000 Syneo 01 547 7884 TecSupport 091 477 600 The Travel Corporation 01 775 3803 Thomson Cruises 1800 927 404 TravelBiz 087 256 7962 TravelCube 01 275 0211 Travel Extra 01 291 3708 Travelfinders 01 496 6644 Travel Focus 1890 929 323 Travel Media 086 8583585 Travelport 01 602 0444 Travel Solutions 048 9045 5030 United Airlines 01 672 7070 Uniworld Boutique River Cruises 01 775 3838 Vertical Group 0044 800 983 000 Visa First 056 777 1227

Airport Wendy Wu W Waterford Wicked Campers

051 846 600 0818 776 380 0044 203 086 8606 5


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Useful Information Personal Contacts Name

Phone Number

Email

Website

Usernames & Passwords Website

Username

Password

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Useful Information Calendar 2018 January 2018

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Top Tips Management

DEFINITION: Management in businesses and organizations is the function that coordinates the efforts of people to accomplish goals and objectives using available resources efficiently and effectively. Management includes planning, organizing, staffing, leading or directing, and controlling an organization to accomplish the goal. Resourcing encompasses the deployment and manipulation of human resources, financial resources, technological resources, and natural resources. Being a good travel agent is so much more than just knowing who does what and where or how to sell the right travel experience to a prospective customer. With ownership comes responsibility and it is in everyone’s interest that each owner/ manager successfully navigates the choppy and sometimes uncharted waters of modern commerce in order to not only deliver a memorable experience to their customers but also a sustainable and rewarding future for themselves and those in their employ. Here are some top tips for how you can make such aspirations a reality in 2016!

1 Cut your costs Since the net margin (after costs) that travel agents work off is around 1%, this is probably the single most important priority for the modern travel agent since every €1 saved is the equivalent of generating €100 in additional sales. It should also be an ongoing process and not just something that gets done once a year when you’re not busy. Scrutinise and question everything: salary levels, rental costs, advertising/marketing spend, telephone and banking overheads, heating, lighting, travel & subsistence expenses etc.

every €1 saved is the equivalent of generating €100 in additional sales

2 Increase your productivity. Do more with less. Scrutinise everyone’s work rate. Are the right people being deployed to do the right jobs? Do they have the personality/ patience/skillset appropriate to the work being delegated to them? Are some tasks unnecessary? Do you create additional workload unnecessarily due to mistakes and ineffective forward planning? (See separate article on productivity).

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3 Take a step back and review what you’re doing and why? Are you going after the right markets or customers or are you simply being busy fools? When was the last time that you conducted a SWOT analysis of your business and its competitors? Are there easier ways to make money or more lucrative market segments (such as cruising or touring) that you should be targeting instead?

4 Give staff training the priority that it deserves. View it as an investment rather than a cost. Welltrained staff will feel more motivated and valued and are also less likely to leave your company to go to a competitor. They are also more likely to sell more and thus deliver a higher return on your initial investment.

5 Meet regularly. Hold a staff meeting every week — preferably at the beginning of the working week and review the week just past in terms of highlights (best sales), lowlights (biggest problems — particularly if avoidable), and lessons that can be learned from same.


Top Tips Management

Set tone for coming week and delegate specific tasks or projects for the week/period to come. Such meetings are also a good time to get staff to deliver a presentation to all colleagues on an aspect of the business that they’ve been asked to swot up on/take ownership of in the previous week — e.g. learning about a new product, supplier or destination, especially if just returned from an educational to that destination.

6 Delegate. Come to the realisation that you simply can’t do it all and that you need to empower other people within the agency to take on some of the responsibility and relieve you of some of the pressure. They will appreciate you for the vote of confidence and will also add additional capabilities to their respective skillsets. (See separate article on the art of delegation).

7 Marketing. You can have the best travel agency in the world and provide the best service levels for your customers but your business will ultimately be doomed if you cannot continue to acquire new customers whilst retaining the existing ones and the only way that you can do that quickly (as opposed to organically, over time) is to market yourself and your business effectively.

The marketing mix will inevitably include some or all of the following activities: advertising, marketing, PR, promotions, incentives, interviews, writing articles for local publications etc.

8 Motivation & incentivisation. This does not necessarily mean throwing money at people but it does mean acknowledging when people do a good job or show some initiative. Of course nothing speaks louder than money but if you do decide to implement some sort of incentive scheme amongst staff, base it on increases in margin per sale rather than just sales themselves.

9 Exploit technology. Using the right kind of technology for the right reasons can dramatically increase the overall productivity of your agency and lead to higher sales, better margins and less stress all round. If you don’t already utilise CRM software (customer relationship management), do so without delay.

10Prevention is always better than cure and much less costly! Human error costs travel agents thousands every single year yet rarely if ever is singled out on a company’s accounts so that it can be properly quantified. Take your time and double if not triple-check everything.

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Top Tips Delegation

DEFINITION: Delegation is the assignment of responsibility or authority to another person (normally from a manager to a subordinate) to carry out specific activities. It is one of the core concepts of management leadership. However, the person who delegates the work remains accountable for the outcome of the delegated work. Delegation empowers a subordinate to make decisions — i.e. it is a shift of decision-making authority from one organizational level to a lower one. Delegation, if properly done, is not abdication. The opposite of effective delegation is micromanagement, where a manager provides too much input, direction, and review of delegated work. In general, delegation is good and can save money and time and help in building skills and motivating people. It is all too easy to try and do every job yourself, particularly if you feel that it would take longer to explain how to do the job to someone else rather than just do it yourself but proper and effective delegation is probably the single most important management skill that any travel agency owner can acquire, if they are to manage their own business in the medium to long term.

1 Decide what to delegate

5 Be patient and understanding

If you’re just dipping your toes in the delegating water, start with a small project, or one that doesn’t have to be completed in a specific way. Don’t assign your most critical, time-sensitive tasks, and leave ample time for mistakes to happen (that means don’t pass off something at 5 PM on Thursday when it needs to be back on your desk first thing Friday morning). Most importantly, never delegate something you’re not willing to do yourself— that’s the fastest way to lose your staff’s respect.

While delegating will take work off your plate in the long run, be prepared to take extra time out of your schedule and answer lots of questions at the beginning. Just be patient—as you learn how your staff work best, and as they learn your expectations, things will get easier.

2 Communicate clearly Open, clear communication from the outset is absolutely crucial to ensuring that the projects you delegate will be done well. From the very beginning of the task/project, be up-front about your expectations, including timeline, and give your staff all of the information they need to achieve those goals. It can be helpful to put everything in writing or provide people with a template or guidelines for the task/ project—the more direction you give them, the more likely they’ll come back with what you’re looking for.

3 Explain the reasons You must explain why the job or responsibility is being delegated. And why to that person or people? What is its importance and relevance? Where does it fit in the overall scheme of things?

4 Check in, but don’t be overbearing Once you delegate a task, give your staff flexibility on how they get it done (unless, of course, there’s a specific protocol or procedure). Dominating a project with an overbearing presence doesn’t encourage anyone to succeed—and certainly won’t win you any ‘Boss of the Year’ nominations. But do check in periodically to make sure everyone is on the right track and to offer to answer questions as needed. Try using systems like shared Google docs and spreadsheets or having periodic team meetings to keep everyone on the same page and moving forward.

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6 Share in rewards and give credit where due Taking all of the credit for a project that others assisted with is a great way to make sure they’ll never want to help you out again. Be sure to recognize and thank anyone who’s helped you out. Give public credit when they succeed. If something goes wrong, withhold blame so they don’t becoming defensive, and instead help them debrief mistakes and learn from them.

7 Don’t take it back. Require them to first propose their own ideas for solutions when they come to you with a problem. When they ask you for the answer, it is tempting to take on their work. If they have the skills but are lacking confidence or motivation, coach them. Don’t take it back unless it is absolutely clear that the situation has become too complex.

8 Maintain accountability. Although the person reporting directly to you has the responsibility for seeing the job well done and the authority to make needed decisions, remember that the ultimate accountability remains with you.

9 Delegate consistently. Delegate consistently — not just when you are overloaded or when tasks are unpleasant.


Top Tips Time Management

DEFINITION: Time management is the act or process of planning and exercising conscious control over the amount of time spent on specific activities, especially to increase effectiveness, efficiency or productivity. It is a meta-activity with the goal to maximize the overall benefit of a set of other activities within the boundary condition of a limited amount of time. There are only so many hours in a day or week so it is critically important that you maximise the use of that time and in a way that is effective as opposed to being engaged in activity that simply makes you look busy without actually ever getting anything done. Most effective time-management practices are just common sense.

1 The ‘To Do’ list*.

8 Structure your workload.

I am a great believer of the ‘To Do’ list as it helps to quantify what needs to get done and it also helps you to prioritise the relevance and importance of tasks.

Avoid the habit of commencing a task; doing a bit and then putting it back on the ‘pile’. Deal with tasks one at a time and finish each before moving on to the next.

2 Review your workload on a regular basis

9 Don’t let your Outlook ‘inbox’ dictate your workload.

i.e. every day or even several times a day. Is there one task that always ends up at the bottom of the pile?

If you receive 100 emails per day then this equates to 100 potential interruptions per day! Don’t check your inbox every time an email arrives. Switch off ‘instant alerts’ and get into the habit of just checking your emails every couple of hours in order to avoid constant distractions.

If you find that you’re avoiding it, can someone else do it? Consider delegating whole projects that you don’t need to be involved in or allocate a specific time of the day when you only do your admin work — e.g. between 08.30 and 10.00 for example.

3 Remember the Pareto Principle — i.e. 80 per cent of your work contributes to less than 20 per cent of its value. Focus on the most crucial/important 20 per cent of your workload and your overall performance will still be strong.

4 Prioritise. Do urgent and important tasks first — not the easy ones! Efficiency and effectiveness are not the same thing. Effective people focus on the important tasks.

5 Create habits.

10 Keep multi-tasking to a minimum Starting a number of jobs simultaneously means most of them won’t get your undivided attention. Think of multitasking as dealing with more than one task during the day and not at the same time. That way, you focus on the project in hand.

11 Avoid procrastination. The best time to do something is usually now. Taking action generates the impetus for further action. Organise your work to meet deadlines and reward yourself for achieving goals.

12 Handle each piece of paper that crosses your desk only once:

Try to undertake tasks at the same time and in the same location each day in order to form habits.

File it; action it or bin it!

6 Set realistic deadlines for your tasks.

• • • • • • •

Look at your ‘To Do’ list and estimate the amount of time needed to complete each task but don’t be over optimistic. Be realistic in what you can achieve in a given day or week so that you don’t feel overwhelmed right from the start.

7 Allow time for interruptions. If you’ve set yourself the goal of finishing a certain task by a certain time, only deal with urgent queries during that particular time frame.

Advantages* of using a ‘To Do’ list:

• • • • •

Focuses your mind on important objectives You are less likely to forget to undertake tasks Writing a list helps to organise your thoughts It helps to show the bigger picture You don’t need to hold everything in your head It saves time It helps you focus on priorities; the most important and the most urgent You are less likely to become side-tracked You enjoy the reward of ticking of completed tasks You feel more in control You have an instant record of what you’ve already done You always have something to work on

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Top Tips Selling Travel Insurance

Travel Insurance is a vital part of any overseas trip. It is important that when anyone is travelling abroad that they have a valid and comprehensive travel insurance policy in place. In recent years, international travellers have also seen inflation in overseas medical costs of up to 13%; a rise in airport and airline strikes and who can forget the eruption of that unpronounceable Icelandic volcano, whose ash cloud caused havoc in European airspace! As your clients’ travel professional, there is no reason why they should not be buying their travel insurance from you. If your client is not buying it from you then they are buying it elsewhere and that represents lost income to your company. The following tips, if implemented by you, will help you maximise your insurance revenue and have already been proven to work.

1 Confidence Be confident in the insurance product that you are selling. Make sure you have up to date sales training from your insurance supplier and that all staff are confident in selling the product. Feedback given to us has shown that the main reason for a drop off in sales is down to the sales agents’ attitude in selling travel insurance and ‘lack of confidence or knowledge’ in how to sell it. Agents who have received training and improved their knowledge and attitude on insurance product have seen a rise in insurance sales and more income for their respective businesses.

2 The Travel Insurance product Familiarise yourself with the travel Insurance product that you sell. Make sure your sales staff have continuous training from your insurance provider so that they are familiar with the key terms and different cover levels of your preferred insurance policy. Top Tip: Knowledge leads to confidence and confidence leads to sales.

3 Health check procedure Be sure to familiarise yourself with the Health Check procedure on the travel insurance policy your company is selling. Each client must be advised of the Health Check procedure at the time of sale and most commonly this will involve a medical screening facility or in some cases, a fit to fly option where a letter needs to be signed by a GP.

4 Additional covers Offer all clients the option of adding additional covers at the time of booking. Most insurance policies will have additional covers like Travel Disruption, Cruise Connection and Excess Waiver to make the basic policy more comprehensive.

Top tips suggested by Jason Whelan CIP, Blue Insurance

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These additional covers not only provide more protection to your client but also generate additional revenue for your company. Top Tip: Be sure to make families aware that any excess deducted will usually be for each person named on the policy. If a family of 5 are making a cancellation claim for example, they could lose out on 5 times the excess.

5 Personal details Always enter client’s full details on the insurance certificate and not the details of the company. Full details will normally include: • • • • •

Name Age Address Email Home or mobile number.

Top Tip: Entering the clients email address will usually mean the client will receive confirmation of cover straight away, along with the policy document and validation certificate. This is a record that all documents went to the client and will be of benefit to your company.

6 Handling objections You may have clients advise you that they have their own travel insurance and it is important to confirm with them what cover they have. As their travel professional, you should be aware that the likes of EHIC (previously the E111) and Private Health Insurance plans are not sufficient Travel Insurance policies and will not be as comprehensive as a dedicated travel insurance policy. You want your client to be fully protected so be sure they are.


Top Tips Selling Car Hire

2018 should be the year for all Travel Centres members to exploit opportunities to sell and drive fresh revenues. When you learn how simple it is to sell car hire you will find it an easy money maker. All prepaid car hire bookings and extras are commissionable when booked through Affordable Car Hire so don’t miss out. When your customer is immersed in the holiday purchase experience, let it become standard practice for you and your colleagues to offer car hire rental as part of the sale process. Ask questions — make sensible recommendations on the advantages of booking car hire before travel.

Q Have you thought about car hire instead of booking transfers?

Q How much driving will they be doing?

• At some locations car hire works out cheaper than transfers. • You can go straight to your accommodation in your hired car, without having to hang around waiting for flights to arrive or coaches to drop off at several hotels. • Have the freedom to explore the area in your own time and in the comfort of your own hire car. • If your customer has not decided then give them a quote — it won’t hurt, and schedule a reminder to contact them again before they travel. • Drivers must hold and produce an original, full, clean drivers licence when picking up the car. • You must inform Affordable Car Hire of any endorsements when making the reservation.

Tip: Check the Supplier Fuel Policy. • If they are just driving a short distance then find the supplier that offers Full-Full — they put deposit down for fuel on arrival and return full to get their deposit back. So the customer only pays for the fuel they use. • Alternatively if they are planning on driving long distances, a good tip is for you to find the supplier that offers Full-Empty. This way they pay upfront for their fuel and will return as empty as possible, not having to worry about finding a petrol station on their journey back to the rental location.

Q How many people travelling and how much luggage is being taken? This is a great way to instantly upsell bigger cars. Find out how they are travelling to the airport from their home. This is a good way you can get an idea of the car type/size they will require when they arrive.

Q Do they need any additional drivers? • Search for the supplier on the ACH website that has additional drivers included in the price. Save your customer money on the local additional driver fee by upgrading or changing to a supplier that includes additional drivers. • Valid Credit Card must be in Lead Driver’s name. • Be aware that Debit Cards are not generally accepted by Car Rental Suppliers.

Q Do they require Sat Nav? Tip: Check suppliers charges for Sat Nav, payable locally. Exception: USA suppliers offer prepaid Sat Nav which works out cheaper than renting locally at desk. **Pre paid items are commissionable*

Q Are children travelling? Do they require child seat for ages between 4-11 years old? Tip: Child seats are charged locally. Child seats work out very expensive when payable locally. For example, USA suppliers charge approx $12 per day per seat plus local charges. Instead, offer them our Affordable Car Hire Bubble Bum Booster seat — it’s a once-off price of £29.95 which includes P&P and ACH send it out before travel commences. It’s an inflatable booster seat which deflates when you need to pack it in your suit case or bag and inflate by mouth when needed for the rental. This product is a money saver for your customer and it’s theirs to keep. **Pre paid items are commissionable**

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Top Tips Selling Car Hire

Q Special occasion? customers having a Birthday/Anniversary/ Wedding or Honeymoon? Why not upgrade your customer to a convertible or a luxury car type, this can be booked and confirmed with Affordable Car Hire before travel (depending on destination).

Travel Agents play a valuable role in selling car hire to travellers. Encourage your customer to enjoy the freedom and independence of booking car hire as part of their holiday purchase. Take advantage of the strong sales proposition pre-paid car rental offers travel agents at a time when commission opportunities need to be maximised.” Q Know your customer? If you know you customer is on a business trip then quote corporate suppliers. Don’t book the cheapest no-frills company. Affordable Car Hire has more than 200 suppliers to choose from in more than 15,000 locations worldwide. All Drivers must have full clean drivers licence.

Q Driver’s between the ages of 21-24 years old for USA bookings? Save your customer money and book Budget on the platinum package and pre book their Young Driver Package, which works out cheaper prepaid than locally and with any other supplier. Don’t forget they must be the lead driver and must have a credit card in their name. This is commissionable to you.

Top tips suggested by Affordable Car Hire

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Q Want 100% cover and peace of mind with your insurance? Pre book Supermax or Maxi Top Up Insurance for your customer, depending on supplier and the excess on the policy. This insurance covers your customers on items on the car that the Supplier will not cover: Tyres, Wheels, Windows, Undercarriage and loss of keys. Not only do you earn commission from selling this insurance, but Affordable Car Hire offers additional monthly incentives if sold. If you would like more information on this product register for Affordable Car Hire’s A.R.T.S. Training Academy. Be aware customers can be offered local additional insurance which will cover similar items such as Tyres, Wheels, Breakdowns etc. This insurance can be quite expensive and is payable locally as an additional extra if your customer signs up for it when picking up the car.

Sensible reasons to PRE BOOK your car hire! • Avoid the hassle of booking in-resort or at the airport • Receive competitive prices with none of those ‘hidden’ extras, that can occur when booking locally. • Book early to avoid high season lack of availability which occurs in many locations. • Know exactly what is included before travelling. • Save money! For the price of a 1 day excursion you could rent for an entire week or if you tend to take taxi transfers you could save on that too. • Be free to visit more places and explore more of them in the comfort of your own hire car. • Affordable Car Hire Price Match Promise ensures you will get the best deal. • We work with the most reputable car hire companies such as Hertz, Dollar, Avis, SIXT, Budget, Thrifty, Alamo, Europcar and many more. • 24/ hour emergency phone helpline available 365 days a year.


Top Tips Selling

DEFINITION: Selling is the art of closing the deal where the ‘deal’ in question is the exchange of certain goods or services in return for money. We are not in the travel business. We are in the selling business. It just happens that what we sell is travel — travel destinations, travel products, travel services and even travel concepts. Whilst some lucky individuals are born sellers, most must learn the skill set and it is a set of skills that can most definitely be learned once one understands the concepts behind it and the psychology of why people buy in the first place. Like all things, practice makes perfect. So, here are our top selling tips. They are not the only ones. They may even differ from what other individuals or companies claim are the best or most effective tips,but they represent a good starting point so you could do worse than incorporate them into your own deliberations.

1 Know your product/service

6 People love to buy

Know your product/service. You need to know your subject matter inside out and that means taking every opportunity to read up on your subject, whether that means brochures, books, magazines, travel articles, trade publications, tourist board marketing literature etc. The more you know, the more comprehensively you can address a client’s needs by answering all their questions and allaying any concerns that they might have. The ultimate product knowledge of course comes from visiting a destination or experiencing a product or service. There is never a substitute for the ‘real thing’ but comprehensive product knowledge comes a good second. Travel Centres recognises this fact by hosting weekly webinar sessions in conjunction with key preferred supplier partners.

People love to buy — but hate to be sold to! Sell what people want to buy and not what you want to sell!

2 Know your client People buy on emotion and later use logic to justify their purchase decision. Listen and learn. The single most important part of any potential transaction is the information gathering phase where you need to ask sufficient questions in order to build up a profile of who your client is and what they want. 

3 never sell on price Never sell on price. ‘Real’ selling is all about ‘features’ and ‘benefits’. You need to paint a compelling picture for the client.

4 Be enthusiastic Be enthusiastic. Enthusiasm and passion are infectious human emotions. The more genuinely enthusiastic and passionate you are about the product or service you’re selling, the greater the likelihood that the client will purchase. 

5 Don’t guess If you don’t know the answer to some question, admit that you don’t. Clients respect honesty.

7 Pressure is an art Practice F.U.D. (Fear, Uncertainty, Doubt) when addressing a clients’ objections or when, for example, articulating the argument in favour of using an agent over that of booking directly on the Internet — e.g. Trip Advisor rankings have been shown to be manipulated. Search engines direct users to certain sites based on browsing habits etc. 

8 Be truthful and never exaggerate Don’t overuse descriptive adjectives. Complaints often occur as a direct result of over-selling rather than any inherent shortcoming in the product or service purchased. Under-promise but over deliver! Better to lose a sale if you’re not confident that the product/destination is suitable for your client, rather than rationalizing that a sale is better than no sale and risk compromising your reputation and integrity into the future.

9 Don’t give too much away Show a client enough to impress upon them that you know what you’re talking about and that you have the knowledge and expertise that they need and will benefit from but not so much that they will simply go off and book it themselves online. Don’t refer to specific companies or properties. Try to speak in generalities. Use FUD techniques to impress upon the client the pitfalls of doing it themselves.

10 Don’t be afraid to close Many people who are good ‘sellers’ are poor ‘closers’. If a client walks into your agency or calls you on the phone, you must work on the simple premise that they want to purchase something from you so don’t be afraid to capitalise on that assumption. Use strong closing statements like ‘How would you like to pay for that’ as opposed to weak ‘get off the hook’ ones like ‘Take these brochures and go off and have a think about it’! The ‘Pareto’ principle states that 80% of your sales come from 20% of your clients. Make sure that you know who those 20% are.

‘It is not your customer’s job to remember you. It is your obligation and responsibility to make sure they don’t have the chance to forget you Patricia Fripp

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Top Tips Handling Objections

DEFINITION: When you demonstrate, explain a feature, talk about a benefits or uses a sales closing technique, your customer may well respond in the negative sense , giving excuses or otherwise heading away from the sale. Main and minor objections

Common objections

Objections are either ‘main’ or ‘minor’ ones. Main objections are deal breakers that, if not overcome, will prevent you from closing the sale. Minor objections are usually beliefs that cause your customer to question something about you, your product, your service or your company. Distinguishing between main and minor objections takes a combination of experience and acuity.

• They say that they do not need your product or service for some reason or another, or perhaps have a need that you cannot satisfy.  • Objections about the price of the product.  • The customer objects to some element of what you are selling, whether it is aspects of a service or details of a product.  • An objection around time, such as the person not being ready to buy.  • The customer questions the source of the product or its credibility. 

1 ask for a sale then shut up

6 Be an active listener

While it is important to draw out objections, it is even more important not to help your customer think up more objections. In other words, if the person you are talking with agrees with a statement you’ve made, move on and don’t bring up any additional details. The golden rule of selling applies not only during a close but during objection handling.

Give your prospect your full attention and avoid the temptation to think about your response while they are speaking. Learn to be an active listener. An active listener is not only listening to what their prospect is saying, but is also trying to discover the meaning behind their words. Research indicates that 65% of our communication is nonverbal. Therefore, it is vitally important to pay attention to body language and listen for voice inflections. In addition to observing your prospect’s gestures, you must also learn to be mindful of your nonverbal signals.

2 Ask questions For ‘customer-owned’ objections, your main focus should be to get as much detail about the objection as possible. Again, asking questions is more important than talking more about your product, service or self. If you ask enough questions about why your customer objects to something, they will reveal their reasons. If you don’t ask questions, you may very well be fighting a lost battle.

3 Stop and reflect Never rush your response to an objection. Show the customer you are listening! Sales people often respond too quickly in these situations.

4 Recognise the signal Remember that objections are often a “BUYING SIGNAL” because the customer is questioning your offer. If they had no interest, why would they still be talking to you?

5 The 3-5 rule Remember that statistically speaking 3-5 OBJECTIONS are needed before a person will buy. Simply put, an objection is nothing more than a request for additional information. As a general rule, prospects are hesitant to commit to purchasing a product or service until they have convinced themselves they need it and that they are getting it at a fair price.

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7 Clarify the objection By feeding the objection back in the form of a question it gives your prospect an opportunity to expand upon their concern. This technique reduces the perception of pressure. By having the opportunity to explain their position, your prospect will frequently answer their own objection. Another reason it is important to clarify the objection is to make sure you are addressing their exact concern and not creating a new one. Some objections are of greater importance to your prospect than others. After you clarify the objection, you need to ask your prospect how important that concern is to them. 

8 Resolving the objection Take the following into consideration: Stay big picture, but be prepared to provide details as necessary. Verify the objection has been resolved.

9 Closing questions You may have to ask for the order several times before you get the sale, so make sure you vary your closing questions. Remain patient and be persistent without becoming argumentative.


Top Tips Marketing

DEFINITION: Marketing is the process of communicate the value of a product or service to customers. Where selling is all about one-to-one transactions, marketing is essentially about one-to-many transactions. Many text books suggest that marketing can be distilled down to just five ‘P’s — Product, Place, Price, Promotion, People. The term ‘marketing’ intimidates many people but as long as you can remind yourself that it is simply an extension of the selling process whereby instead of trying to persuade just one customer to part with their hard-earned money, you’re trying to persuade many — and not necessarily all at the same time. Like selling, marketing is as much an art as a science and whilst some people take to it like a duck to water, it is possible to build up your expertise and effectiveness in this discipline through a combination of hard work, repetition, observation, learning from your mistakes and being mindful of some of the following ‘principals’.

1 Know your audience

7 The power of bartering

Successful campaigns get that way because marketers know their audience. They fully understand their needs, how to help meet those needs and how to create demand. Knowing and understanding your audience through proper market segmentation means a well targeted campaign that generates a profitable return.

This is an excellent tool to promote your business and get others to use services. You can trade your product for advertising space or for another company’s product or service. This is especially helpful when two companies on limited budgets can exchange their services.

2 focus on the offer

No single marketing effort works all the time for every business, so rotate several marketing tactics and vary your approach. Your customers tune out after a while if you always sing from the same hymn sheet. Not only that but you will get bored. Marketing can be fun, so take advantage of the thousands of opportunities available for communicating your value to customers. But don’t be arbitrary about your selection of a variety of marketing ploys. Plan carefully. Get feedback from customers and adapt your efforts accordingly.

A marketing offer is the driving force of marketing promotions that drive results. In fact, market testing has proven that the offer is the most significant criterion for conversion. Focus on your offer if you want to be successful.

3 Split test Never ever run a campaign without testing something. One of the most common is a split test which allows you to simultaneously test two versions of something. It can be a web page, post card, or email. Split testing is essential for improving performance.

4 High production values Did you know it costs six times more to make a sale to a new customer than to an existing one? You can use newsletters to focus your marketing on past customers. Keep costs down by sacrificing frequency and high production values. If printed newsletters are too expensive, consider an e-mail newsletter sent to people who subscribe on your web site.

5 Don’t sell on price This can often lead to discounting and lower profitability. Focus on creating so much value that the perception of price becomes less relevant

6 Create value after sale As a marketer, it’s your job to understand your market segment(s) and build relationships and not simply dump people off at the front door of your agency and walk away. Focus as much of your energy on building relationships with customers as you do prospects.

8 Rotate marketing tactics

9 Promotional activities Use cross-promotional activities to market your business — e.g. you print some DL or A5 flyers that promote another local business that is complementary to yours and they do likewise. Some examples would be a local camera shop or chemists that you recommend your clients to get their holiday snaps printed at or a local shop or boutique where they can purchase their new bikini-wear or suitcases etc. The idea is that you get to target a whole new audience that might not otherwise be using your services but who are in that frame of mind. The other partner retailer does likewise in promoting your agency as the preferred choice for people making their travel arrangements.

10 Costless marketing activities Not all marketing initiatives or activities need to cost you money. So why not make reference to some special offer when your staff answers the phone — e.g. ‘Good afternoon. Thanks for calling ABC Travel. My name is Mary. Would you like me to email our latest offers to you?’ (or words to that effect! This way you can easily build up an email database for use with your CRM policy.

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Top Tips Public Relations

DEFINITION: Public Relations (PR) is the practice of managing the flow of information between an individual or a company and the public. Put simply, PR is about the ongoing process of always trying to present your company in the best possible light, as far as the general public is concerned. It is also about the practice of protecting as well as enhancing the reputation of any particular organization/firm or for that matter any individual. In today’s world of fierce competition and social media, where every travel agent strives hard to work on its brand image, public relations is more relevant than ever before. It is essential for every organization to communicate well with its public/target audience. Public relations may include a company or individual gaining exposure to their audiences using topics of public interest and news items that do not require direct payment. Common activities include speaking at conferences, winning industry awards, working with the press, and employee communication.

1 Start a blog

5 Include your website address

Establish your authority or expertise by dispensing little nuggets of advice to intending travellers without actually trying to sell them anything. Don’t go into too much detail — just enough to establish that you know what you’re talking about with the inference being that one would do well to have your company looking after their travel arrangements or advocating on their behalf.

Always include your website address on all your press releases and promotional materials. By having your website address on your promotional materials, especially when it can be viewed online, you are driving traffic to your business and making it easy for readers to click.

2 Approach a radio station Offer to do a weekly/monthly ‘spot’ for thirty minutes where you discuss various aspects of international travel, be it up and coming resorts or destinations, common mistakes that travellers often make when planning their trip or indeed anything that you feel might be relevant to a travel-hungry audience. Radio station programmers have a lot of ‘air-time’ to fill each week and you’d be surprised at how easy it often is to get approval for such a suggestion. The same principle applies with regard to local or regional newspaper titles or free sheets. Publishers always welcome the opportunity to fill those column inches with relevant or interesting content. Be prepared to sell yourself by writing your own articles. Local media are more than happy to print because they don’t have to write it themselves! An interesting article is great free publicity. 

3 Think of your plan of attack Figure out who you want to reach, and why; when you want to reach them; and how to measure success, or how you will know if your plan is successful. Successful PR is all about targeting the right sources. The more targeted you are, the more successful your chances are of getting a journalist to respond to your pitch.

4 Do a press release Get into the habit of generating regular press releases and submitting them to your local newspaper. It might be about a new member of staff who has just joined the company or a fam trip that one of your staff has just returned from. Deliver your message in a short media-friendly way. Be brave and whenever you see something to comment on, just send an email.

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6 Generate articles Generate articles that people care about. There has to be more to your message than: I’m here; come buy my product. Your PR efforts should be engaging and interesting to audiences, because an engaged audience member is more likely to pay close attention to your communication efforts.

7 Word of mouth Provide an exceptionally good service and your customers will love it and talk about it. Word-of-mouth is still one of the most powerful PR tools, and with the significant advances in communication technologies, no business can afford to have a bad reputation. If you offer a professional and efficient service, clients will recommend you to others, and there is no PR tactic that’s more effective. 

8 Join the chamber of commerce Join your local chamber of commerce, if there is one in your town/locality. A chamber of commerce is a means for businesses to work together to look out for their common interests. These societies advocate on behalf of the local business community. Apart from promoting your own business interests by getting involved, this is an excellent way to network.

9 Sponsor and get exposure Sponsor an event, local team or deserving charity. It might even be possible to do it in conjunction with one of your suppliers who will also be glad of the additional exposure and public goodwill. Your sponsorship (or cosponsorship) might take the form of a free draw for a holiday. Alternatively and budget permitting, you might consider sponsoring jerseys for a local boys or girls’ GAA, soccer, hurling ore basketball team. The only limitation on the possibilities here is your own imagination. Sometimes you have to spend a little money to make money, and sponsoring an event or supporting a charity through your business is a great way to get your name out there.


Top Tips Customer Retention

DEFINITION: Customer retention is defined as the activity that a company undertakes in order to reduce customer defections. Successful customer retention starts with the first contact a company has with a customer and continues throughout the entire lifetime of a relationship. Capturing the client is sometimes the easy part. Keeping them can often be where the hard work begins. Some travel agents become so focused on recruiting new customers that they fail to effectively address the need to retain those that they already have. This is counterproductive considering that it’s far easier (about 50% easier according to Marketing Metrics) to sell to existing customers than to capture new prospects. Agents often tend to focus more on customer addition, whereas customer attrition can have a much more negative impact on their business. For those who feel that customer retention plays a relatively minor role in helping their agency grow a healthy bottom line, here’s something that should give you plenty to think about: Attracting new customers will cost your company 5 times more than keeping an existing customer.

1 Earn customer loyalty

6 Get the right on-hold audio

Customers don’t owe you their loyalty. You have to earn it — continually. Having an effective customer retention program in place gives you the ability to identify, track, and custom promote to those customers who are most likely to become loyal, long-term sources of revenue. CRM can help you to keep constantly focused and on message with each of your customers. Loyal customers don’t just come back; they don’t simply recommend you, they insist that their friends do business with you.

More than two-thirds of consumers admit to putting the phone down if they’re placed on hold to silence for more than 30 seconds. Playing music or promotional marketing messages can keep them with you longer. However, on-hold audio can have the opposite effect if it is treated as an afterthought. Repetitive jingles or disingenuous apologies for keeping them waiting don’t always go down well. Think about your customer demographic: who they are, and why they’re calling you. The right onhold audio can keep a customer holding for longer.

2 Fix it!

7 Take care of online customers

Customers don’t necessarily expect you to get it right all the time but they do expect you to fix things (and quickly) when things go wrong. Indeed, the real measure of the quality of a company and its commitment to proper customer retention is how they react when things go wrong.

Socialising with your customers online can build retention if you do it correctly. The key is to tone down the corporate presence and give your customers a voice and a forum to connect with other customers, and then let them build the traffic. As you build your Facebook fans and twitter followers, stay engaged with them and establish ‘alerts’ so that you can react to whatever is being said (both good and bad) about your agency. Always take care of your social media savvy customers, as they can either be your most powerful advocates or your biggest PR nightmares.

3 Identify your profitable clients Hard to believe sometimes but probably 80% of your profits are generated from just 20% of your clients so try to identify them and fulfill their needs by selling them what they want. Promotions can be a very effective way of retaining customers by keeping them actively engaged with your agency/brand. The key is to run relevant promotions that reward customers, make them feel good about doing business with your agency, and encourage them to do more of the same. 

4 Recognise and appreciate Train and coach your staff to accept the idea that they own a part of the business as if it were their own. Take that attitude to sales and customer service and you will have a person who will embrace the customer as if it were a one-on-one relationship between a proprietor and a customer. This is the old-fashioned grass-roots approach – treat the customer with total respect.

5 Give a differentiated experience Offering something the competition doesn’t (or can’t) is a wonderful way to retain customers. In fact, according to a recent study, the ability to deliver a differentiated experience was the leading factor in maintaining customer loyalty.

8 Contact the client Many agents tend to be paranoid about contacting clients after they return from holiday for fear that they will open a can of worms. Better to take that (minimal) risk and deal with whatever you find than to ignore it and have clients bad mouthing you to their friends and colleagues behind your back.

9 Keep contact with all customers You should also take the opportunity every year to trawl through your customer records in order to see if there is anyone who hasn’t travelled with you in recent times. This serves two purposes: to ascertain as to whether they booked elsewhere or online or to take the opportunity to update them on new/relevant offers that are available. Either way, you’ll invariably find the exercise worth the effort.

10 Under promise and over-deliver Under promise and over-deliver. Don’t make exaggerated claims in order to close a sale. If you’re presented with a complicated quote that you know will probably take two days to put together, tell the client that you’ll be back to them in three and then surprise them when you revert a day earlier than expected. Always try to exceed their expectations. 21


Top Tips Handling Complaints

DEFINITION: A complaint is an expression of dissatisfaction whether justified or not. Nobody likes dealing with complaints but when you come to think of it, they are an excellent way of potentially turning defeat into victory! Isn’t it much better for a customer to tell you what they felt was wrong with their holiday of the service you provided and at least afford you the opportunity to redeem yourself and your company in their eyes, rather than have them never come back to you again and bitch about you behind your back.

1 Have an open policy

6 Learn from every complaint

Have a clear, flexible welcoming and open policy on complaints. A complaint is an opportunity for you to redress a perceived failing in the eyes of the customer who brings the matter to your attention and thus should be capitalised on whenever possible.

Do something! Fix the procedure/protocol; train staff in the issue; eliminate the fault. Wherever possible, let the complaining customer know that they have helped you resolve a problem – they’ll feel great and come back again and again (and will probably tell their friends!) 

2Show courtesy

7 Minimise the reasons

Thank the customer for complaining. Say that you are sorry that the problem has happened. This is NOT an admission of guilt on your part, it’s just good manners. 

Prevention is always preferable to cure. Do you have a continuous improvement culture? Do you check customer satisfaction regularly? Do you check the quality of the goods/services sold in your agency? Remember it costs at least 5 times as much to gain a new customer than to keep an existing one.

3 Recognise the complaint Start with the view that the customer has a valid point, not that he/she is trying to rip you off. Accepting that the customer may well have a point, (even internally), may well trigger ideas for an acceptable resolution. This will instantly give you an advantage, as you not only will have more empathy with the customer, but also you know your business better than them and so can hopefully see the solution quicker.

4 Get all of the facts first Letting the customer give you all of the information helps you fully understand the situation and, if they are emotional, will give them time to calm down.

5 Don’t opt for easy solution Don’t automatically opt for the ‘credit note/ex gratia gesture solution’. It’s very tempting to give the customer a partial refund, credit note or vouchers, and in many cases, done properly, it makes good PR sense. However, too often it is done INSTEAD of solving the problem, which can lead to more complaints about the same thing because it hasn’t been fixed, and also has a tendency to send out the wrong signals to serial complainers and only encourages and reinforces such behaviour.

8 Maintain regular contact Maintain regular contact with the complainant. For example, if you have to wait a week or more whilst a supplier such as a tour operator waits for a report back from the resort, ensure that you communicate that fact to the customer and even call or email them periodically lest they think that you have forgotten about them. Remember, perception is everything. 

9 Avoid further complaints Most complaints tend to occur due to overzealous selling in the first place which results in unrealistic expectations on the part of the customer. Always be careful to remind clients of the old adage that ‘you get what you pay for’. Most complaints tend to occur not because of some inherent shortcoming in the actual product, destination or service provided but rather the manner in which it was ‘pitched’ to them in the first place. Avoid hyperbole and overuse of adjectives and absolutes such as ‘amazing’, ‘exclusive’, ‘top-notch’, ‘world-class’ and so on and just reserve them for those rare instances when it really does do what it says on the tin! 

When complaints are freely heard, deeply considered and speedily reformed, then is the utmost bound of civil liberty attained that wise men look for.” John Milton

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Top Tips Maximising Profit

Definition: Profit is a financial gain, the difference between the amount earned and the amount spent in buying, operating, or producing something. There is an old saying that ‘turnover is vanity but profit is sanity’ and it is very true. Too often, people focus on closing a sale at any cost and either spend to much time and effort in chasing an enquiry that delivers very little margin at the end of the day or end up discounting out of that margin in order to capture an elusive booking — rationalizing that any sale is better than no sale at all. All travel agencies represent a team effort where every single member of staff needs to be mindful at all times how their actions (or inactions) impact on overall profitability as they are all stakeholders in the business. Here are some reminders of things that agents can do to help maximise their profitability.

1 Increase your use of/ dependence on preferred suppliers Earn more commission by supporting those suppliers who value your business and have agreed to pay you more for the bookings that you put their way. Typically, you can expect to earn anywhere from 10% to 50% more commission by simply moving such discretionary sales to preferred suppliers without even having to grow your own turnover. The added benefit that you get when you support preferred suppliers is that they’re much more likely to ‘bend the rules’ if mistakes or errors occur as you are seen as a commercially important customer to them. This ‘VIP’ treatment presumes of course that your figures are both healthy and regular and that you don’t have a record of regularly causing errors/mistakes.

2 Focus on margin Focus more on margin and less on turnover. Margin is the key in our industry and with so many overheads having increased in recent years; the standard 10% commission is no longer sufficient in order to generate profit for a travel agency and so must be increased at every available opportunity.

3 Incentivise staff The one common denominator that seems to single out more successful businesses is that there is a clear focus on growing sales through the use of both regular (i.e. weekly or monthly) sales targets and staff incentives. Incentives work.

4 Reduce costly errors Prevention is always better than cure and nowhere is this more relevant than where mistakes are concerned. Given the nature of the business that we are in, mistakes invariably cost money and in some instances — lots of money — whether that be by way of ADM’s on incorrectly issued tickets; compensation paid to clients because of mis-advice or nuisance money paid to complaining clients in order to diffuse certain situations before they escalate into litigation. Mistakes cannot, of course, ever be eliminated 100% as that is an impossibility given the fallibility of human nature but they can be greatly minimised through a combination of proper training and instruction; well documented internal procedures; adequately qualified people undertaking the right tasks and an overarching philosophy of checking and double-checking everything before ending the transaction. Ninety to ninety-five percent of all mistakes are avoidable.

5 Cut costs As is explored in more considerable detail in the companion article entitled ’Top cost-cutting tips’, the single most effective

way of maximising your agency’s profitability is by cutting your costs as every €1 saved is roughly equivalent to you generating €100 in gross sales value. Costs can be cut by changing your energy and telecom providers; your credit card acquirer and numerous other initiatives.

6 Use email rather than phone Although the cost of phone calls and telecommunications in general have plummeted in recent years the volume of calls made by travel agents is still significant enough that the annual cost of same is still likely to be a considerable four-figure sum, particularly with the percentage of calls that now have to be made to mobile phones, rather than land lines. Try acquiring clients email details whenever possible and communicate with them via that medium whenever possible as the cost of email is effectively zero. The other major benefit of communicating via email is that you will always have a written record of who said what to whom and when — extremely valuable if/when anything gets disputed down the line.

7 Improve productivity The single biggest overhead of any travel agency is the staff cost, so this is an area that agency owners, managers and supervisors need to look at critically. The more productive all members of staff are, the lower the staff ratio to income level is and thus, the greater the likelihood of operational profitably. Productivity can always be enhanced through a combination of internal operational procedure, office layout, proper investment in and use of technology; relevant and regular training and staff motivation.

8 Training Good effective selling is all about product/destination knowledge and that can only come about in one of two ways — actual experience and training. One of the most time and cost effective forms of training nowadays are the weekly webinars that Travel Centres conducts every Tuesday morning at 09.30. Each session takes just 45 minutes and can be enjoyed from the comfort of your desk. In the event that you cannot personally attend a given webinar due to being on a day off or away on holidays, each session is recorded and can be shared with upon request.

9 Sell ancillary products/services Focus on margin Overall sales margins can be enhanced by two or three percent by also selling ancillary products/services such as transfers, car hire, attractions, excursions etc. 23


Top Tips Cutting Costs

DEFINITION: Thrift is the quality of using money and other resources carefully and not wastefully. As we know all too well, the retail travel industry works off wafer-thin margins. That 10% gross commission that you earn on the sale of a package holiday usually translates into a net profit of just 1%, after your costs have been factored in. That’s just another way of saying that for every €1 you spend on something, you need to generate €100 worth of sales just to cover that cost and break even! Therefore, cutting your costs (as opposed to growing your sales) can have a disproportionately positive impact on your bottom line. Here are some of the more obvious suggestions for cutting those costs!

1 MAXIMISE ON DEALS

7 Renegotiate your rent

Check out our affinity deal with Barclaycard on credit card processing. Documentary evidence to date suggests that the average agent can make savings upwards of €2,500 per annum on credit card processing costs. 

Reduce the cost of your marketing/advertising bill by utilising social media more. The likes of Facebook and Twitter cost nothing, other than your time and effort. 

If you do not own the building that you occupy and are not tied in to upward-only rent reviews, consider trying to renegotiate that rent with your landlord in order to reflect the more challenging economic circumstances under which you now have to trade. You won’t get unless you ask! It is not an unreasonable request to make and your landlord might be more accommodating than you think as a paying tenant represents a much better option than a vacant premises. If you are a smaller agency and most of your clients are regular and conduct most of their business over the phone or via email then you might even consider becoming your own home worker and stripping one major cost out of your overheads. Many before you have managed the switch successfully so you can seek advice from them before you make such a move in order to make yourself aware of the downsides as well. 

4 Tighten credit control

8 Purchase rather than lease

Exercise tighter credit control with your customers/corporate accounts. Money costs money and you should not be acting as someone’s banker. 

Purchase rather than lease office equipment. Technology has moved on so much in recent years that it sometimes doesn’t make sense. Consolidate by investing in a multifunction device that combines the functions of printer, photocopier, fax machine and scanner. It takes up less space in your office and makes three other pieces of office equipment redundant almost immediately. Opt for a laser version rather than an inkjet one as inkjets tend to be more expensive in the long run because of the cost of consumables. Most of the major manufacturers market models in the multifunction range such as HP, Canon, Dell, Xerox, Samsung, Brother, Lexmark etc. 

2 Switch now Switch over to Imagine as part of our deal with this Tier 1 telecom provider where you should expect to realise annual savings of approximately 15% or more, depending on who your current provider is and what tariff you’re on. 

3 Use social media

5 Buy used equipment If you need to replace computer equipment, office hardware or add more desks, filing cabinets etc. then why not consider buying second hand. With all the companies that have sadly gone into liquidation or ceased trading over the course of the past few years, there is an abundance of good quality, keenly priced second-hand office equipment for sale so there’s no need to have to pay over the odds for something that’s brand new. 

6 Cut energy consumption Aside from checking if you’re currently enjoying the cheapest electricity rates (see our new affinity deal with Electric Ireland), you should also be taking every opportunity to reduce your energy consumption costs by getting into the habit of turning off the lights in rooms that are not in use; turning off monitors or closing down computers overnight, or even reducing the temperature of your office heating by just a degree or two. Also check out the feasibility of replacing all the bulbs in your office with energy efficient ones which will realise savings over the long run. Don’t pay to have your excess brochure stocks disposed of. Contact Neville Monahan of Carmon Waste (www.carmonwaste. ie) who will gladly take them off your hands for free. Contact Neville on 086 3229542. 

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9 Improve productivity Purchase an office mobile(s) and choose the most competitive call tariff and get staff into the habit of using that mobile to call/notify clients whose only point of contact is a mobile phone. This should help to reduce your overall call costs. Use a web-based service to communicate regularly with such clients by bulk-purchasing text bundles. Do an audit of the number of lines you currently have active. If you have reduced your staff numbers in recent years you may now have an excess of telephone lines that you are still paying annual rental charges on. 

10 Maximise free webinars Maximise the use of Travel Centres weekly webinar series in order to keep staff up-to-date and current on supplier news on new products, services and destinations. This will help to eliminate all such travel and subsistence costs that would be otherwise absorbed in sending staff to out-of–office workshops and training days.


Top Tips Productivity

DEFINITION: Productivity is usually defined as the measure of efficiency of a person, machine, factory or system in converting inputs into useful outputs. Productivity is a critical determinant of cost efficiency. Productivity is not rocket science. It is simply about doing more with less and doing it efficiently — cost-wise, time-wise and resource-wise. It is often the one thing that differentiates the companies that succeed from those that do not. Here are some suggestions that can help you and your colleagues improve both your individual and collective productivity.

1 Make lists and finish them

6 Delegate

Make lists! Apart from ensuring that you don’t leave anything to the mercy of your fallible memory, it acts as a visual prompt and reminder of what has yet to be done and forces you to be productive when you otherwise might not! 

Delegation is another useful tool if you are to improve your productivity and effectiveness. You do not need to do everything yourself; if you find a task that someone would be able to do as well as you or even better, then delegate that task to that person. 

2 Black out communications Black out your communications. Close down Microsoft Outlook. Turn off your mobile phone. Retreat to a back office (if you have one). Do it for just an hour a day or adopt a policy that you don’t open your email before 10.00 a.m. each morning or turn on your mobile phone before lunch time. What these actions achieve is that they insulate you from distractions that can otherwise negatively impact on both your productivity and thought processes. The fewer the distractions; the greater the productivity. 

3 Prioritise your work Differentiate between those tasks that are important and urgent; those that are important and not urgent and those that are neither important nor urgent. Get into the habit of prioritizing tasks on the basis of the profit that can be earned on them and react accordingly. Recognise the difference between tasks that make you more effective from those that simply make you more efficient. 

4 Complete the big jobs first Start your day with one of the big, important tasks and then go onto smaller and less important tasks. By first focusing on the large tasks you will get them complete in a shorter space of time and then will be able to deal with smaller tasks, whereas if you start with the smaller tasks you will soon find them filling up your day and not having time left to do the larger tasks. 

5 Keep your space organised Keep your desk and office organised. A major cause of ineffective time management is disorganization. Keep your desk and office organized, keep everything on hand and keep things in the place you have assigned them and you will never waste time searching for the things you need or have important items go missing.

7 Recognise ‘Tyre-Kickers’ Learn to recognise ‘tyre-kickers’ early on so that you or your colleagues do not inadvertently waste unnecessary amounts of time giving away valuable product information to someone who will ultimately go off and utilise that information to book on the Internet. Guard your knowledge/ expertise zealously. 

8 Set S.M.A.R.T. goals SMART stands for Specific, Measurable, Achievable, Rewarding and Timely. By setting SMART goals you know what you are working towards, have a way of measuring when it has been successfully completed and know when you want to complete it by. SMART goals are useful in showing you what steps you need to take in order to fulfill your dreams. 

9 Exploit technology Technology, if used effectively can offer a great boost to productivity. A perfect example of this is the automation of customer communications. Your customers need to stay notified of itinerary changes, but do you personally need to send these messages? Programs are available to take these tasks off your hands. Amadeus checkmytrip.com is a free Web portal (available to all Amadeus agencies) where travelers can gain 24/7, real-time trip details and updates. Both agent and traveler can rely on Amadeus Flight Alerts to send (based on your preference) trip reminders, gate assignments, flight status updates and more. Similar functionality is available with other GDS’s.

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Top Tips Using Google

The indexed web currently contains in excess of 14.93 thousand million pages! The internet is not just a great research source for customers but also for travel agents too. The search engine of choice for most people nowadays is Google but how much do we really exploit all its sophisticated features? Here are just some suggestions and productivity tips that you may not already be aware of. 1 Get local time anywhere

7 Use Google as a calculator

The simplest way to do it is just ask the question on Google. Simply type in the question ‘What time is it in Bangkok? The first search result will appear in a box showing the local time in the location specified. 

Just type in your calculation to Google using the right operands and the talented search engine will do the rest. If you would like to learn more about Google Calculate, check out http://www. googleguide.com/calculator.html 

2 Track flight status

8 Use Google as a phonebook

Enter the airline and flight number into the Google search box and get back the arrival and departure times, right inside Google’s search results. The results will appear in a rectangular box at the top of the listing of returned results. Try it yourself. 

Google has a gigantic phonebook directory, their index is one of the largest, if not THE largest, on the Web. Just type in a telephone number and its area code and you should be able to track down the identity of the company that it belongs to. 

3 Convert currency

(http://translate.google.com/). It’s generally reckoned to be the most accurate of all the translation software out there. You can either use it to translate content on foreign websites that don’t have an English language version or you can use it to convert English to any one of the other major languages if you need to send say, an email, to a hotel or company where there’s a chance that English may not be spoken. Very handy. Very accurate! 

Refine your Search Results. Most search engines do not consider extremely common words in order to speed up search results or to save disk space. These filtered words are known as ‘Stop Words’. The plus operator (+) tells the search engine to include those words in the result set. Example: tall +and short will return results that include the word and. The tilde operator (~): Include a tilde in front of a word to return results that include synonyms. The wildcard operator (*): Google calls it the fill in the blank operator. For example, amusement * will return pages with amusement and any other term(s) the Google search engine deems relevant. You can’t use wildcards for parts of words. So for example, amusement p* is invalid. The OR operator (OR) or (|): Use this operator to return results with either of two terms. For example happy joy will return pages with both happy and joy, while happy | joy will return pages with either happy or joy. 

5 Check out Google Trends

10 Use shortcuts

(http://www.google.com/trends/ ) Google Trends is a public web facility of Google based on Google Search that shows how often a particular searchterm is entered relative to the total search-volume across various regions of the world, and in various languages. This is separate from the kind of analysis that you would normally go to Google Analytics for if you wanted to find what search terms consumers were using so you could incorporate those phrases into your own website as part of an SEO strategy in order to increase your natural page ranking with the search engine. 

There are dozens of different shortcut keys that can be used with Internet browsers. Below are a few of the top suggested Internet browser shortcuts.  • Pressing Alt + D in any major Internet browser will move the cursor into the address bar. This is a great way to quickly enter an Internet address without having to click the mouse cursor in the address bar.  • Hold down the Ctrl key and press the + or - to increase and decrease the size of text.  • Press the backspace key or hold down the Alt key + left arrow to go back a page.  • Press F5 to refresh or reload a web page.  • Press F11 to make the Internet browser screen full screen.  • Press F11 again to return back to the normal view.  • Press Ctrl + B to open your Internet bookmarks.  • Press Ctrl + F to open the find box in the browser to search for text within the web page you’re looking at.

Convert currency. OK, you can always use a dedicated website like www.xe.com but if you’re already in Google, just type in something like ‘How many polish zlotys are in 50 euros’. The result again appears in a rectangular frame at the top of the list of search results. Simples! 

4 Use Google Translate

6 Use Google as a dictionary Simply prefix the word that you want explained by the word ‘define’ as in ‘define’ loquacious and voila!

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9 Refine your results


Top Tips Using Facebook for Business

As social media continues to mature, Facebook remains the firm favourite with travel brands for marketing their business. Facebook is the perfect platform for travel agents to build brand awareness, drive website traffic, engage with customers and promote word of mouth referrals and sales. However, while it has huge potential for business growth, many travel agents are not using Facebook as effectively as they could. With that in mind, listed below are tips to help you become more strategic in how you use Facebook and in turn effective.

1 Determine your facebook strategy You need to know why your using Facebook, what your goals are, what you hope to achieve and within what timeframe. No goals, no strategy, you’re going to fail.

2 Create a content calendar This can be as simple as putting an excel spreadsheet together and mapping out what content you’re going to post each day e.g. Monday: Travel Tip of the Week, Tuesday: Featured Destination, Wednesday: Our Weekly Deals and so on. You can also have theme weeks e.g. Honeymoons which would be perfect for around Valentine’s Day. With a content calendar in place, you know in advance the content you’re posting which make the process easier and more time efficient.

3 Use promotions to engage fans Create regular promotions on your page to keep fans engaged. You don’t always need large prizes to do this, something small and on a regular basis can work just as well. Prizes such as branded mugs, travel books, luggage tags, and beach towels will get people talking and sharing your page which helps to organically boost your brand awareness with a wider audience.

4 Respond to user queries No one likes to be ignored and yet the average response time on Facebook to a user query is 19 hours. By then, the user has disappeared and checked out your competitor. At a minimum, you should incorporate an end of day practice to check for outstanding Facebook queries and respond to them. You have the option to download the Facebook Page Manager App to your Android phone or IPhone which means you get alerts when users post queries.

5 Schedule out of hours content Not all your Facebook fans are online during the day, in fact many will check-into their Facebook accounts after dinner or when the kids are in bed. Don’t miss out on an opportunity to get in front of these users. Use the scheduling option which is free to use on your Facebook page or from any other social site management tool you may be using e.g. HootSuite.

6 Get everyone involved Whether you have 2 or 22 staff active on social sites, encourage them to become involved in promoting your brand with their networks.

Ask for suggestions for content and for feedback reports with photos from FAM trips that you can share on your site. Bring the human side of your business to your fans by introducing the team and sharing photos from events you attend, charities you support, awards you’ve won.

7 Use Facebook advertising Facebook is now a pay to play site. Since their IPO, Facebook is a public company with shareholders and the way they make their revenue is through advertising. What that means is brands who want to reach more fans need to buy Facebook ads. There are multiple advertising options on Facebook from the very easy to use ‘Boost’ post to the more complex Power Editor. If not already familiar with the various ad options available, now is the time to check them out.

8 Best practices for Facebook advertising When you create an ad, remember most users are on Facebook to catch up with friends so they don’t want to see hard sell ads appearing in their newsfeed. Instead of directly promoting your business or special offers, promote the benefit or value instead. Using questions in your ad is good as the ad will feel more like a conversation than a sales pitch e.g. ‘Need some sunshine on your bones?’ Keep ads short, snappy, and visually engaging.

9 Re-evaluate your Facebook marketing strategy On a quarterly basis at minimum, re-evaluate progress with your Facebook marketing to see if you’re achieving the goals you set in place for using the site. Accessing the free analytics tools on Facebook called ‘Insights’ will help as you have access to lots of stats about what’s working and what’s not on your page. If what you’re doing isn’t working, it’s time to change it. This gives you the chance to brainstorm new ideas, to get creative about content which will prevent your page becoming stagnant and boring for the user.

10 Don’t put all your eggs in one basket Facebook is a great fit for travel agents, and a really good way of engaging with customers both new and existing. However, Facebook should never be your only resource for marketing your company. It is not a replacement for email marketing, your website or print ads. Facebook is a complementary tool that allows you to reach out to a growing online community and when integrated with other marketing initiatives brings the best results.

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Top Tips Handling Vat

All VAT returns must be made online to ROS and must be submitted every two months starting in January. When you make this return you must pay the amount owed for January and February, together with the estimated amount you will owe for March and April. From this amount you can reclaim VAT paid on imputs (see below). If you already do this, then don’t forget to deduct advance payments for Jan/Feb made in December. 1 Package holiday If an agent buys a package holiday from an Irish based tour operator originating in Ireland — regardless of the destination — there is a VAT liability. The tour operator will show commission and VAT on the confirmation invoice. The agent remits this VAT to Revenue. The tour operator will reclaim this VAT from Revenue, so it is very important to get the figures right. Flight-onlies on charter flights are the same as above. 

5 Bonus commission

There is no VAT on travel insurance. There is no VAT on service charges except for business house clients (see below). 

If you receive bonus commission or overrides these will have a VAT element and they must be remitted to revenue, remembering that the tour operator can reclaim this VAT. This sounds complicated but in reality is it not really. It is always the exceptions that can be difficult. For example: a booking to Palma; one client for 7 nights booked with Falcon VAT on seat only. Client being joined by friend booked with Ryanair — NO VAT. One single room booked with Bookabed —VAT payable. Another booked with Travel Cube — NO VAT( but VIES). So for different components there are different rules. 

4 Accommodation

6 Business house

This is a more complicated area. It all depends on who you buy it from and where they travel to. Irish based suppliers who pay commission, and clients travelling to EU destinations: VAT is payable. 

If you have business house clients, who are registered for VAT, and you charge a service charge you must charge 23 % VAT on the service charge and remit this to Revenue but your client can reclaim this VAT. 

• Irish based suppliers, who pay commission, and client travelling to NON EU destination: — no VAT is payable.  • NON-Irish registered suppliers but who are based in the EU, e.g. — RCCL, MSC, Travel Cube and Holiday Autos etc., to list but a few: — NO VAT payable regardless of destination. You must do a VIES report on these. VIES is VAT Information Exchange System. You must issue a self billing invoice to these suppliers, listing booking reference numbers, client names and

7 Vat on imputs

2 Schedule flights There is no VAT on schedule flights regardless of origin or destination, whether they are booked by Internet and paid by credit card; booked on GDS and issued on BSP or purchased from a consolidator. 

3 Service charges

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commission amounts. These suppliers must account to their own revenue authorities for VAT. This return is every three months so it coinsides with VAT in June and December.  • NON Irish registered suppliers, but based outside the EU: — no VAT payable and there is no requirement to file VIES. 

There is VAT payable on audit fees, telephone bills, light and heating bills, stationery, printing, subscriptions and licences and numerous other imputs. You can claim this VAT back in the two month period in which they are incurred when you make your return. Top Tips as recommended by Peter Dolan, Creation Travel


Top Tips New Year’s Resolutions For 2018

Running a business is never easy and travel agencies are no different — indeed they may be even more difficult to successfully manage — given the wafer-thin margins that necessitate high turnovers in order to make any money and of course the threats and challenges that face owners on a day to day basis. All the more reason to take time out and evaluate how you can start working smarter rather than harder. Clearly, not everything that we do is effective so we need to identify those activities that are and stop wasting time on those that are not, otherwise all we do is continue to perpetuate the status quo. New Year’s Resolutions are a great way of re-evaluating everything about your business and making them the corner stones of your new, re-vitalised and re-focussed approach to making money because (and let’s be honest here) that’s what business is all about, at the end of the day! Not all of the following items on the list will necessarily work for you but I suspect most will so just think of them as a reference point — a blueprint, if you will — on which you can base your own business strategy for the coming 12 months. These resolutions are based on the very simple premise that there are only three ways that you can grow your business: 1. Get more customers 2. Sell more often to existing customers and/or; 3. Sell more things to existing customers Since there appears to be ample evidence from multiple sources that acquiring a new customer can cost you up to nine times more than retaining an existing one, it clearly makes more sense to focus (at least initially) on selling more stuff, and more often, to your current customer base. Here then, are our 10 suggestions for what you can do to maximise your sales, your time and your profit:

1 Increase your compliance levels

3 Take on a junior

Make a conscious effort to increase your compliance levels in supporting preferred suppliers. After all, they probably pay you higher commissions than what your agency can earn, delivering discretionary sales to non-preferred ones. A perfect example is when your agency places cruise sales through tour operators who pay you 10% commission when you can earn anywhere between 12% and 15% (or higher) when you book them directly with our preferred cruise suppliers. The same goes for other industry sectors.

It is becoming increasingly difficult to find experienced staff So take on a junior and start training them up so that they can take the pressure off your more senior staff and thus minimise the incidence of costly mistakes. It also provides you with more coverage when it comes to days off, sick days, holidays, maternity leave etc.

2 Invest in training Spend some money and send your front counter staff on training courses — particularly those that focus on selling skills as it will be the best money that you’ll ever spend. Consider such expenditure as an investment rather than as a cost.

4 Conduct weekly staff meetings If you don’t already do so, instigate weekly staff meetings on Mondays in order to review sales performances from the previous week; Address mistakes that might have been made or problems encountered and plan for the week ahead. In order to make time for such staff meetings, don’t open until an hour later than normal and put a sign on the door and/or message on your answering machine or night service. It is quite common for most companies to open late one day a week for training purposes so why not travel agencies? Your customers will understand.

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Top Tips New Year’s Resolutions For 2018 5 Delegate more

8 Embrace online

Assign portfolios or specific areas of responsibility to different members of staff, depending on their respective skill sets and years of experience. Everyone can’t become or maintain sufficient levels of expertise in every area of travel agency practice so why even try? Appoint someone with responsibility for cruise product; someone else for long haul; someone else for package/family holidays and someone else for weddings/special events or whatever. Each person should have the responsibility of keeping all other colleagues up-to-date with relevant market/product information and should be the ‘Go To’ person when any other member of staff has a question or problem. Specialisation is the name of the game.

Like it or not, we now live in an increasingly networked world Where people expect to be entertained and informed on a 24/7 cycle. You therefore need to set time aside in your busy working day for updates to be written in respect of your online presence, whether that be your website, Facebook page, Twitter or Pinterest account or your Blog! Assign this duty/responsibility (as already alluded to in item 5 above) to whichever member of staff is most adept at navigating the various social media channels that you wish to engage with new and existing clients.

6 Concentrate on the 20% It is claimed that 20% of your customers represent 80% of your profit So it is extremely important that you identify who those 20% are and focus your efforts on keeping them happy and selling them even more stuff. This means that you need to constantly analyse your sales data from your back office system (if you don’t currently have one then you need to invest in one straight away!) or better still, invest in a CRM (Customer Relationship Management) system. Each customer should be viewed in terms of their lifetime value to your agency — not just the value of their last purchase!

7 Start to specialise As traditional markets that were once the preserve of the travel agent get whittled away by changing consumer habits and the onward progression of technology, you need to seriously re-think your long term plan and try to identify a niche that can be exploited or a market that isn’t yet adequately served, whether that be gastronomic holidays, trips abroad for cycling enthusiasts or nature lovers etc. With Google planning to roll out new and more sophisticated search and booking solutions for travellers and recent announcements that Ryanair is planning to get into the package holiday business, current sources of sales and profits will inevitably dry up in time. As travel in general becomes increasingly commoditised, you need to move your business up the value chain in order to cater for a more sophisticated, demanding and discerning kind of consumer who is happy to pay extra for exemplary levels of service and travel expertise.

30

9 Be proactive Don’t wait for the business to walk through your door. Those days are all but over so you need to be more assertive in letting people know that you exist and provide them with a compelling argument for why they should choose your services over those of your competitors. Set aside a realistic marketing budget but also invest some time in exploiting the media’s insatiable appetite for news by writing (or getting someone else to write) your own press releases as it is a marketing activity that is often overlooked by travel agents and certainly undervalued. No less a person that Bill Gates (founder of Microsoft and arguably the world’s richest man) once famously said that if he was ever down to his last dollar, he would spend it on PR! Be creative in your marketing efforts and don’t exclude the potential to be gained from collaborating with other local businesses to your mutual benefit — e.g. credit unions, banks, pharmacies, camera shops, places that sell luggage, swimsuits etc.

10 Stop working for nothing Stop being an unofficial tourist bureau where people wander in to pick your brains, only to wander out again and book it online. If you don’t value your expertise and put a premium on your time, how do you expect other people to? Be limited in the information that you divulge and seriously consider introducing booking/commitment deposits in order to separate the tyre kickers from genuine customers. Start a dialogue with your local competitor(s) and ask them to do likewise so that neither of you suffers at the hands of the other.


Top Tips Guarding Against Credit Card Fraud

It is becoming increasingly important for consumers to have the ability to buy goods and services without having to be physically present at the point of sale. Card Not Present (CNP) transactions are an important part of your product/service ordering but this shouldn’t mean that you lose out to the fraudsters who seek to abuse the system. Criminals now use this type of fraud with complete anonymity, therefore there is more risk involved in accepting a CNP order. Remember - you can be held financially accountable for a fraudulent transaction, even if the issuer has authorised it. To protect yourself against CNP fraud, there are a number of simple guidelines which, if followed, will help stop fraudulent transactions from the outset. These straightforward steps will allow you to determine whether a transaction, the card and the cardholder are genuine.

1 Security We recommend that you observe these guidelines. CNP orders fall under these categories:   INTERNET, TELEPHONE, E-MAIL  For all CNP orders, the following details must be obtained:  1. The card number.  2. The cardholder’s name as it appears on the card.  3. The expiry date.  4. The customer’s name and address.  5. Insist on obtaining a land line phone number

2 Internet orders 1.

Check the time of the transaction. A large percentage of card fraud is carried out late at night.  2. Be wary of orders coming from free e-mail addresses. It is often difficult, if not impossible, to trace these back to the sender.

3 Telephone orders 1. Record the time and date of the call. 2. Does the customer have trouble remembering his/her address and telephone number?

4 Email orders 1.

As with Internet based transactions, be wary of orders coming from free e-mail addresses. It is often difficult, if not impossible, to trace these back to the sender. 2. Make extra checks about the cardholder as outlined below.

5 Tell tale signs of fraudlent CNP transactions 1. Transactions from cards issued overseas. 2. Delivery addresses that are very different to billing addresses.  3. Orders shipped to a single address made on multiple cards.

6 Responsibility 1.

You should have a detailed understanding of the risks associated with CNP transactions.  2. If you fail to follow the procedures established by your acquiring bank, you may end up being liable for the transaction.

7 what should you do if you are suspicious? 1. Make extra checks. 2. Check if the delivery address has been used before with different card details, contact names and/or phone numbers.  3. Call your acquirer (AIB, Bank of Ireland or Ulster Bank) and ask them to check the name and address of the cardholder with the issuer of the card. 4.  If you still feel the transaction is fraudulent do not proceed with the transaction. Remember — you can be held financially accountable for a fraudulent transaction, even if the issuer has authorised it.  5. If you become a victim of card fraud, contact the police immediately.

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Resources Website of the Week

The problem with the Internet is its sheer size. Over 600 new websites launch every single minute of every day, 365 days a year so is it any wonder that it is impossible for anyone to try and keep up with this neverending and forever expanding list of online resources? In our own very small way, Travel Centres tries to keep an eye out for new and interesting websites that we feel might, in one way or another, make your life a little easier and your work day more productive. Where possible, we try to choose travel-relevant sites but we consider anything fair game, as long as it’s work-related. Here is a collated listing of what online resources we’ve shared with you to date!

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Publish Date

Website of the Week

01/10/2017

https://www.recharge.com/en-IE

24/09/2017

http://www.whym.global/

17/09/2017

www.cruisecompete.com

10/09/2017

http://www.wikivoyage.org/

06/09/2017

https://burner.bonanza.com/

27/08/2017

http://www.findsounds.com/

21/08/2017

http://hackertyper.net/

14/08/2017

https://eversign.com/

07/08/2017

https://turo.com/

30/07/2017

https://www.acronymfinder.com/

25/07/2017

http://www.easytaxi.com/

10/07/2017

https://www.airfordable.com/

02/07/2017

https://www.travedoc.com/

26/06/2017

http://web.asta.org/imis/travelsense/simplesearch

17/06/2017

https://sidewaysdictionary.com/#/

11/06/2017

https://www.woorank.com/

28/05/2017

http://smmry.com/

21/05/2017

http://picresize.com/results

14/05/2017

https://www.hubspot.com/pricing/crm

03/05/2017

https://unsplash.com/

24/04/2017

https://www.virustotal.com/

18/04/2017

https://www.plustransfer.com/

07/04/2017

https://www.freepdfconvert.com/pdf-jpg

01/04/2017

https://funeralbooker.com/home-cremation

25/03/2017

https://travefy.com/

18/03/2017

https://getpocket.com

11/03/2017

http://bit.ly/2n9W5F0

28/02/2017

http://www.worldreviewer.com/

20/02/2017

http://www.googleguide.com/

13/02/2017

http://www.unusualhotelsoftheworld.com/

06/02/2017

http://www.miceandtourismaroundtheworld.com/calendar-of-events

31/01/2017

https://unsplash.com/

23/01/2017

https://www.amcharts.com/visited_countries/#

03/01/2017

http://www.worldreviewer.com/

21/12/2016

https://studio.stupeflix.com/en/

13/12/2016

https://instabridge.com/en/

05/12/2016

http://www.mapillary.com/map

06/11/2016

https://www.medigo.com/en

02/11/2016

https://www.sailo.com/

25/10/2016

http://www.thecruisechecker.co.uk/

20/10/2016

http://www.directferries.com/

09/10/2016

https://www.busbud.com/en/

02/10/16

www.pana.com

12/09/16

http://happyplanetindex.org/

29/08/16

https://bitly.com/

23/08/16

www.thetruesize.com


Resources Website of the Week

Publish Date

Website of the Week

17/08/16

http://www.oldversion.com/

09/08/16

http://ocw.mit.edu/courses/

01/08/16

https://www.hotelwifitest.com/

24/07/16

https://geoguessr.com/

12/07/16

www.changeupdate.com

04/07/16

https://haveibeenpwned.com/

27/06/16

www.itt.co.uk

19/06/16

https://onlinetraveltraining.com/uk/

31/05/16

https://www.scribblemaps.com/

18/05/16

https://wn.nr/kFkh3h

14/05/16

http://morguefile.com/

14/05/16

https://pixabay.com/

14/05/16

https://stocksnap.io/

14/05/16

https://unsplash.com/

14/05/16

http://raumrot.com/

14/05/16

http://negativespace.co/photos/

14/05/16

http://www.lifeofpix.com/

14/05/16

http://freestocks.org/

06/05/16

https://suitecrm.com/

26/04/16

http://scam-detector.com/

20/03/16

http://www.invoiceto.me/

02/03/16

http://excelexposure.com/

25/02/16

http://www.goodcountry.org/index_intro

15/02/16

www.ereceptionist.ie

06/02/16

https://www.teamsid.com/worst-passwords-2015/

01/02/16

https://www.passportindex.org/

27/01/16

https://www.hotelsbyday.com/en

27/01/16

http://www.byhours.com/en_gb.html

18/01/16

http://www.dayuse.co.uk/

23/12/15

https://pixlr.com/

12/12/15

www.woorank.com

26/11/15

http://www.ticketbis.com/ie/

08/11/15

https://wiffinity.com/

26/10/15

WWW.WHATISMYIP.COM

20/10/15

http://passwordsgenerator.net/

11/10/15

http://www.google.com/safebrowsing/diagnostic?site=xxxxxxxxxxxxxxxx

28/09/15

http://worlds-exotic-beaches.com/

21/09/15

http://blog.qr4.nl/QR-Code-WiFi.aspx

16/09/15

http://www.ifitweremyhome.com/

28/08/15

https://www.record360.com/

17/08/15

https://www.spinlister.com/

11/08/15

https://tinyjpg.com/

06/08/15

https://www.carhood.com.au/

28/07/15

http://pennystocks.la/internet-in-real-time/

22/07/15

https://www.flyvictor.com/flights

13/07/15

http://gofluency.com/

05/07/15

http://whatismyipaddress.com/

23/06/15

http://en.wikipedia.org/wiki/List_of_lists_of_lists

10/06/15

http://www.webflyer.com/

03/06/15

http://travelbydrone.com/

26/05/15

www.scr.im

10/05/15

http://internetdirectory.info/

28/04/15

http://www.printablepaper.net/

17/04/15

http://meerkatapp.co/

17/04/15

https://www.periscope.tv/

07/04/15

http://www.ebizmba.com/articles/search-engines

30/03/15

http://www.mypcbackup.com/#ic

23/03/15

www.eircode.ie 33


Resources Website of the Week

34

Publish Date

Website of the Week

11/03/15

http://matrix.itasoftware.com/

07/03/15

https://www.busbud.com/en/

25/02/15

http://www.goodinfographics.com/

19/02/15

http://virusscan.jotti.org/en

13/02/15

http://www.movie-locations.com/

03/02/15

https://unsplash.com/

20/01/15

http://www.sleepinginairports.net/

14/01/15

www.goodnet.org

05/01/15

http://browsehappy.com/

31/12/14

www.traineo.com

31/12/14

www.stackk.com

23/12/14

http://world-geography-games.com/

11/12/14

https://www.grc.com/haystack.htm

28/11/14

www.faxzero.com

09/11/14

www.spideroak.com

28/10/14

www.travelmath.com

06/10/14

www.sanebox.com

29/09/14

http://copypastecharacter.com/

22/09/14

http://faxzero.com/

15/09/14

www.rescuetime.com

01/09/14

www.wishbeen.com

25/08/14

www.jetlagrooster.com

18/08/14

www.virtualtourist.com

26/05/14

www.anchorfree.com

19/05/14

https://www.cia.gov/library/publications/the-world-factbook/

28/04/14

www.unrollme.com

22/04/14

www.conversationprism.com

14/04/14

paylesstax.ie

04/04/14

www.vayable.com

30/03/14

www.lastpass.com

18/03/14

www.stepmap.com

10/03/14

https://duckduckgo.com/

05/03/14

http://www.lumosity.com/

26/02/14

www.onebigswitch.ie/campaigns/big-energy-switch?referrer=0549218201

17/02/14

http://kopf.com.br/outlook/

09/02/14

http://habitforge.com/

26/01/14

www.curious.com

13/01/14

www.futureme.org

05/11/13

www.makeitsecure.ie

05/11/13

www.botfree.ie

21/10/13

www.purportal.com

06/10/13

http://www.freepdfconvert.com/

24/09/13

www.seat61.com

19/09/13

www.wheretotraveltonext.com

03/09/13

www.adventure.travel

22/08/13

www.smartertravel.com

14/08/13

www.gapminder.org

08/08/13

www.mediastreet.ie

28/07/13

www.bestmotivation.com

18/07/13

www.jauntlet.com

09/07/13

www.ifly.com

30/06/13

www.bigthink.com

26/06/13

www.yast.com


Resources List of Blogs

The travelling public has an insatiable appetite for information and it is often very hard and onerous to keep that appetite satisfied — particularly if you have your own Facebook page or website that needs constant updating. Therefore, why put yourself under all that stress when Travel Centres is more than happy to let you syndicate our own blog — the only condition being that you credit us with the authorship of same. We publish a blog most weeks on www.travelbug. ie and the following list provides you with a one line description of the subject matter of each blog that’s already been published; its original date of publication and a word count, in case you’re limited by the length of article that you can upload. Title

Publish Date

Word count

What the Blog is about

Why does it take a hurricane for consumers to appreciate the value of service?

01/10/2017

518

Travel agents have got your back when things go wrong

Buy cheap, buy twice.

24/09/2017

518

Cheap online holidays v value with travel agents when there is a problem

Who should pay for whom — The long-running joke that is Irish travel legislation!

17/09/2017

880

Your not covered if airline goes bust - suggest universal levy to cover everyone.

Without a Travel agent, your on your own!

10/09/2017

577

Don’t take the chance with your travel arrangements, use and agent for peace of mind.

So you think you know the canaries?

07/09/2017

707

The island of La Gomera

How you save money as soon as you pick up the phone to call a travel agent!

27/08/2017

434

Time is money!

Is anywhere safe anymore?

21/08/2017

563

Safest places in the world stats

Where do you go next when you’ve been almost everywhere?

14/08/2017

715

The remote island of St Helena

These numbers may surprise you!

07/08/2017

649

Cruising stats

The same, but different - on Safari in Kenya

30/07/2017

680

Safari in Kenya

4°37′S 55°27′E — The coordinates of Paradise!

25/07/2017

624

Seychelles trip

I haven't been everywhere, but it's on my list!

10/07/2017

535

Safari is on the list

The Pleasure Paradox

02/07/2017

464

Theme parks around the world

Experience how the other half live

26/06/2017

450

Dublin Airport Platinum Services

There is no sincerer love than the love of food!

19/06/2017

578

Oceania Cruise line

The Success story that is MSC Cruises!

11/06/2017

497

Brief MSC history

The Vegans are coming - live long and prosper!

29/05/2017

556

9 great vegan restaurants around the world

What is the ultimate travel experience?

22/05/2017

694

G-Adventures Expedition ship

Theme parks with a difference - part 2

14/05/2017

683

Novelty theme parks around the world

Theme parks with a difference - part 1

03/05/17

617

Novelty theme parks around the world

The reasons why we travel and the criteria by which we choose our destinations

26/04/17

585

Most expensive and least expensive cities in the world

Shoulder season - The best time to travel in Europe?

18/04/17

383

Avoid peak season to enjoy monetary savings

Luxury - Silver Muse by another name!

10/04/17

768

Silver Muse launch

What is value and why is it more important than price? - part 2

01/04/17

674

Travel price vs value of what you get

What is value and why is it more important than price? - part 1

26/03/17

482

Hidden costs of 'low cost' Airlines

Prediction is difficult - especially if it is about the future

18/03/17

547

The future of cruising

35


Resources List of Blogs

36

Title

Publish Date

Word count

What the Blog is about

The beauty of Lourdes - How perceptions sometimes do us no favours

10/03/17

668

Lourdes is not only for the religious

Riviera Travel and the sinuosity of Rivers

03/03/17

620

5* River Cruising

The 10,000 hour rule

21/02/17

643

Travel agents can specialise in different areas of travel

What budgets reveal about how much we spend

15/02/17

711

Price: Package holiday Vs Cruising

Would you like to win €2,500?

06/02/17

570

Customer Booking incentive competition

Ones man's meat…

02/02/17

501

Variety is the spice of life when choosing a destination

Be careful what you wish for!

22/01/17

828

Tyre kicking 'customers'

Timely advice

03/01/17

611

Book travel as soon as possible to get the best value

Where to go in 2017?

20/12/16

730

Why you should consider a cruise in place of a European package holiday

Don't miss the boat!

14/12/16

535

Uniworld river cruising

Its that time of year again!

05/12/16

537

Christmas Markets

All roads lead north at this time of year

06/11/16

292

Lapland

Fear is temporary - Regret is forever!

02/11/16

524

Go somewhere different and do somethingout of your comfort zone

The true cost of that holiday!

25/10/16

420

Which countries are better value for money once you get there

Moving out of your comfort zone

20/10/16

436

Hurtigruten Expeditions

Sometimes, perfection is nearer than you think!

09/10/16

443

Cliff house hotel visit

Self-catering or all-inclusive — which represents better value for money?

02/10/16

861

Benefits of all inclusive holidays

Planning a honeymoon abroad?

19/09/16

556

wedding hotels in italy

Out of this world!

12/09/16

411

Seven unique landscapes across the globe

Ready for something a little bit out of the ordinary?

03/09/16

467

Six interetsing museums around the world

Anxious. Scared. Terrified — Tales of an adrenaline junkie — Part 3

31/08/16

970

Safari in Kruger National Park

Anxious. Scared. Terrified — Tales of an adrenaline junkie — Part 2

23/08/16

681

Bloukrans Gorge bungee jump

Anxious. Scared. Terrified — Tales of an adrenaline junkie — Part 1

18/08/16

766

Cage diving with great whites

Are you a tourist or a traveller?

01/08/16

403

Do you embrace the culture or drink in Irish bars and eat in MacDonalds abroad?

The inherent dangers of booking online!

24/07/16

494

Another reason to book with a travel agents

Where's the nicest place you've ever been?

05/07/16

391

French Polynesia

When in Sydney — stay here!

11/06/16

542

Beautiful accommodation in Sydney

Sheer beauty — and the statistics that sit behind it!

08/05/16

514

Abu Dhabi

What do you enjoy most about travelling?

08/04/16

509

Gastronomy

The 'other' Los Angeles

20/03/16

521

My last trip to Los Angeles

It takes 15,000 casualties to train a major general

02/03/16

481

WW1 Battlefields with GTI


Resources List of Blogs

Title

Publish Date

Word count

What the Blog is about

Where is the best place in the world to live?

25/02/16

430

The grass isnt always greener on the other side

2016 is not the year to hold off booking your holiday arrangements!

15/02/16

424

Dont always count on 'last minute deals' for your holidays

Take the hassle out of travel

27/01/16

323

Dublin Airport Services

If it sounds too good to be true — it most probably is!

10/01/16

930

Dont be scammed by cheap holidays

Keeping the magic alive!

23/12/15

372

Lapland

Where to go for next year’s holidays?

30/11/15

532

Try a cruising holiday

Now that’s big!

08/11/15

525

MSC Fantasia cruise ship

There’s ‘free’ … and then there’s ‘FREE’!

30/10/15

343

2 countries for 1 with Wendy Wu Tours

Variety is the Spice of Life

12/10/15

554

There is more to Spain than just Lanzarote, Malaga and Majorca. Get out and explore a bit more!

Is it just me?

30/09/15

665

Reconsidering the joys and benefits of travelling by car or train

The thrill that is history

16/09/15

450

Sicily and it’s amazing historical treasures

All Travel Doesn’t have to be International

30/08/15

450

Fishing village in the sunny south East called Dunmore East

What, exactly, is value?

17/10/15

1009

Why you get more value for money choosing a travel agent over booking via the net.

Blogtastic — The rise and rise of the travel blog!

10/08/15

352

Travel bloggers to follow

'Life is a journey - not a destination'

29/07/15

687

Why flying with SAS and choosing their "plus" product is worth every penny.

Scandinavia's best kept secret!

23/07/15

568

Trip to Stockholm

The undiscovered France!

13/07/15

592

The Midi-Pyrenees area of France and its delights!

If Toulouse is not on your radar — it should be!

05/07/15

552

Trip to Toulouse

Heaven does exist — and it's located in Tuscany!

23/06/15

530

The delights of Tuscany

The culinary landscape around the world is changing!

14/06/15

494

Peruvian Gastronomy

All aboard for all-inclusive!

31/05/15

677

All inclusive holidays and their value for money

Where should I go on my next holiday?

10/05/15

418

Top 10 countries to go based on visitors per annum

Absence makes the heart grow fonder!

04/05/15

491

Dunmore East - from the perspective of a cruise ship visitor

Why familiarity sometimes breeds contempt!

17/04/15

701

Why Tenerife is a great destination even though it is not "exotic" enough in some people’s opinions

Istanbul — The city with multiple personalities!

02/04/15

450

Trip to Istanbul

Beijing — City of contrasts

24/03/15

526

Trip to Beijing

Finding the best fare between point A and point B — how complicated can it be?

12/03/15

345

Why travel agents can find a better air fare for you than the internet

Why is it always about the price with travel arrangements?

08/03/15

530

How travel decisions can sometimes be based on incomplete information

27/02/15

403

Tripadvisor doesn’t always paint the clearest picture - your travel agent will

37


Resources List of Blogs

38

Title

Publish Date

Word count

What the Blog is about

Will South America be the next big thing in travel?

17/02/15

577

Brazil

Orange is the new orange

10/02/15

458

Thailand

A great location in London

02/02/15

378

Premier Inn County Hall Central London - Review

Get it in writing

21/01/15

461

Trip to Hong Kong

It's not just great, it's %!$£*& amazing!

14/01/15

376

Great Wall of China

Now that's what I call value!

31/12/14

357

China's subway system

Where is the most visited place on Earth? The answer may surprise you!

11/12/14

455

The Grand Bazaar, Turkey

Hong Kong — New York's alter ego!

28/11/14

561

Fam trip to Hong Kong

Rioja — a little piece of heaven!

09/11/14

623

Rioja - my experience of its vineyards

How good is your geographic knowledge?

27/10/14

404

Bilbao

There's more to life than getting a tan!

06/10/14

402

Winter holidays - Iceland

Glamping — Don't dismiss it until you've tried it!

22/09/14

864

Glamping in South Africa

Where's the best tourist destination in the world?

15/09/14

766

My holiday to South Africa

Some things are hard to quantify ...

03/09/14

701

Technology on Royal Caribbean Quantum class ships

Macho Peak(u)?

18/08/14

638

My trip to Machu Picchu

What happens in Vegas ...

05/08/14

390

Shopping in Las Vegas

Blue Mountain Resort, Ontario

29/07/14

308

Review of Blue Mountain Resort

The Lost Continent?

06/07/14

484

Why don’t the Irish visit South America more?

A rising tide raises all boats ...

02/07/14

615

My trip to Nova Scotia

The Tip of the Iceberg!

25/06/14

757

Newfoundland

You'll have a cordial time here alright!

17/06/14

640

Review - Cordial Mogan Playa, Gran Canaria

This place is a Zoo!

03/06/14

409

List of world’s biggest Zoos.

Travel Back in Time

19/05/14

242

GTI - War Tours

Food, glorious food!

28/04/14

273

Food in Traders hotel, Kuala Lumpur

Malaysia is in the news these days for all the wrong reasons!

14/04/14

540

My trip to Malaysia

All legacy carriers are created equal — right? Wrong!

30/03/14

701

What Turkish Airlines can offer you

A little piece of paradise on our doorstep!

18/03/14

256

Review - Mogan, Gran Canaria

And now for something completely different!

09/02/14

540

Krakow

Why you need a travel agent!

26/01/14

391

Self explanatory title

Don't forget the small guys!

31/12/13

341

Artisan type travel companies - Travel Focus, Discover Travel to name but a few…

Grenada or Granada?

21/10/13

385

Grenada, Spain

In praise of the lowly travel agent ...

07/10/13

776

Internet v Travel agent

Food, glorious food!

19/09/13

329

Kerala and its food

Like your wine and looking for a new wine destination to explore?

04/09/13

395

Portland, Oregon

Foodies Paradise!

22/08/13

361

Cruising

Californian Sipping

12/08/13

498

Napa Valley


Resources List of Blogs

Title

Publish Date

Word count

What the Blog is about

The bear, unadulterated truth!

31/07/13

599

Driving across the Rockies

Am I unique? I wouldn't bet on it!

18/07/13

503

Las Vegas trip

Does constant travel desensitise us to each new experience?

09/07/13

299

The Grand Canyon

Legroom — worth every penny!

30/06/13

310

Virgin Atlantic's extra legroom option

Don't forget your pills!

25/06/13

371

How costly it is to get a prescription in the states if you lose ,medicine - my experience

Turkey is in the news of late — but for all the wrong reasons!

08/06/13

448

Some news channels chase ratings and blow things out of proportion

Stay here when you've hit rock bottom!

26/05/13

300

Turkey's underground cities

Cappadocia — the undiscovered Turkey!

23/05/13

285

Self explanatory title

The way of the Pilgrim

06/05/13

489

Galicia, Spain

Looking for the hottest place in town? Check out your nearest friendly volcano!

19/03/13

427

Volcanoes around the globe

Going for a walk?

07/03/13

529

5 different walking holidays.

How cultured are you?

01/03/13

637

World Heritage sites

The Lingua Franca that is English

22/02/13

379

In what countries is English spoken officially?

The Top 10 Destinations in the World in 2013

14/02/13

332

Top 10 travel places 2013 - according to Facebook

Hungary? Check out Budapest

08/02/13

311

Quick overview of Budapest

Shop 'til You Drop!

28/01/13

306

World’s largest shopping complexes

Check the small print

15/01/13

382

Travel Insurance

Move out of your comfort zone in 2013

03/01/13

331

Why not visit lesser know locations this year when travelling?

New Year Resolutions

28/12/12

566

The Azores

Something for the Bucket List!

17/01/12

440

The Northern Lights

Are you a Christmassy person?

06/12/12

324

Christmas markets

Are you being played?

27/11/12

747

Why the internet isn’t always reliable for booking holidays

Home is where the heart is!

21/11/12

401

Dunmore East

Having a whale of a time!

13/11/12

612

Whale watching locations around the globe

Been to the movies lately?

01/11/12

284

Istanbul

Driving on the left is not the minority sport that you think it is!

22/10/12

306

What countries drive on the left hand side of the road?

Looking for a bit of sun and heat?

15/10/12

1050

Hottest climates in the world

The World of Travel — where misconceptions abound!

08/10/12

716

My adventure holiday experience - The Amazon

Are you a fan of Downton Abbey?

03/10/12

195

The opulance of a bygone age recreated nowadays on luxury cruise lines such as Silversea

When paying more money can cost you less!

25/09/12

382

Value vs. Price

So you think you know your amusement parks?

17/09/12

448

Best amusement parks around the world

Do you actually know what a travel agent does?

13/09/12

633

Travel agents do more than just book package holidays

Choose your holiday based on value for money rather than price alone!

04/09/12

576

The value of cruising

Breaking out of your comfort zone — Part 2

27/08/12

368

Autumn/Winter sun destinations

39


The market leader for travel accommodation bookings Hotels, apartments and homes in 4,000 destinations worldwide Plus tickets, transfers & car hire Supplying demand through a network of excellence with customer service 24/7

All this & more on


Accommodation Bedsonline

Bedsonline are part of the Hotelbeds Group, so both you and your clients can have peace of mind when booking with us. We are one of the largest accommodation, ticket and transfer suppliers in Europe and 99% is directly contracted. Our head office is located on the sunny island of Mallorca. We have over 10,000 staff supporting travel agents worldwide and your local Sales Manager is Thomas McNally. www.bedsonline.ie

Bedsonline is the ideal choice for your dynamically packaged holiday components. We now offer over 80,000 hotels and apartments worldwide in over 4000 destinations all at excellent prices meaning there is little reason to book elsewhere. Our extensive range includes all of your favourite chains in all of the most popular destinations and many destinations you might not have heard of! We work very closely with chains like Hilton & Accor to ensure that you have access to some of the best rates & hotels in the market. Travel Centres agents will earn 15% commission on most of our hotel product and occasionally 10% on some of the chain hotels like Hilton and Accor.

Why book with Bedsonline? There are many reasons why Bedsonline should be your first choice when booking but the main ones are • ZERO deposit to pay • Flexible cancellations: most bookings can be cancelled FREE up to 3 days prior to arrival and with only a one night charge if cancelled on the arrival day • FREE amendments or modifications all managed online • Over 80,000 hotels & apartments worldwide many from less than €1 PPPN • Bedsonline has offices in over 110 destinations worldwide unlike our competitors • Bedsonline has a designated call centre for UK & Ireland agents • 100% live availability - no waiting around for suppliers to confirm or decline requests • Vouchers generated instantly • Invoiced for payment several days after clients arrival in resort • Centralised payments all after travel • We have direct contracts with hotels • Specially negotiated “Product For Packaging” rates online • Exclusive “Pay at Hotel” rates also available We now offer 2 new additional ways to book with us: Product for Packaging: When you search for a hotel you have the option to tick the “product for packaging” tab. If your client is taking another component such as flight, transfer or ticket then always click the tab to search for even cheaper rates than normal on many hotels.

Pay at hotel: If you have a customer who is not keen to pay in advance and they want a rate where they can pay on checkout, then select one of our “pay at hotel” options. You book this as normal for the customer but input their credit card details at the time of booking. A voucher is generated as normal with all of the booking details but the customer pays the hotel directly. You will receive your normal commission within 30 days of arrival.

All bookings can be cancelled or amended online via the Bedsonline website should you need to contact us then please use the information below. Ireland Sales Manager Thomas McNally M 086 020 3753 E tmcnally@bedsonline.com Call Centre T 01 437 2384 E amendments@bedsonline.com Opening Hours: Monday to Saturday 9:00am until 6:00pm 24Hr Emergency in resort number: + 34 971 178 729

Tickets, Transfers & Car Hire In addition to hotels, Bedsonline is also a specialist in transfers, attraction tickets and tours. Our newly created division, Transfer & Activities Bank, allows us to offer an excellent range of product with Global coverage. Transfers: Over 20,000 routes in hundreds of countries. We have a range of transfer options available including shuttles, private taxis, luxury & adapted vehicles. We provide all options from airport to hotel, port or railway station. Tickets & Tours: Over 20,000 unique attraction tickets are now available at Bedsonline. Ranging from all of the most popular Florida tickets to something a little bit different: Vegas, West End & Broadway shows, football matches in Barcelona, Segway tours in San Francisco to a wedding package in Vegas! It’s all covered! Plus, with Bedsonline we won’t take any deposit when you book attraction tickets so you can help your customer to budget without having to pay for tickets in full! Car Hire: Over 20,000 car hire pick up points worldwide working with the best car hire providers available. Our entire product is bookable online at Bedsonline.com. 41


Accommodation Bookabed.ie

About us: Bookabed is Ireland’s award winning accommodation online wholesaler providing global content exclusively to the travel trade. We pride ourselves on our outstanding customer service, which is all backed up by our Irish call centre staff and our Business Development Team who are always on hand to assist you with any of your needs. www.bookabed.ie

What’ new for 2018:

Sales/Marketing

2017 was a very successful year for Bookabed which resulted in our best sales year to date with significant increases in the Irish, UK and Northern Irish markets. Our low deposit long haul flight+hotel packages proved hugely popular and with certain changes made to the site has resulted in some fantastic rates at a low deposit of €100 per person. Our IT fares with the majority of major airlines has now increased and allows our longhaul flight+hotel packages to be some of the most competitive rates in the market and with the addition of more staff to our dedicated flight and hotel reservation section allows you to dynamic package any destination including multi stops bookable via phone/email by our hugely experienced team.

As a B2B supplier we only advertise pricing and promotions by the use of banner adverts on our site or email /e-zines to our agency database.

We have enhanced the booking experience by changing the look and feel of our website and adding a new “Anywhere” search tab. This allows all agents to search multiple destinations for European Sun Holiday or European City Break packages in just one click. The simplicity of how it is done and how much time it saves front counter staff when searching all destinations is a massive asset to any agency. This excellent tool works brilliantly in conjunction with the various filters on the site and is available to use now. New additions for 2018 will be further enhancing the booking experience on our website by adding multicenter options bookable online.

Unique Selling points: We support the trade! Our wholesale rates are only offered to travel agents. We do not compete against travel agents in the b2c environment.

Destinations served Global hotel, flight and transfer content.

Target Audience We only operate in the b2b environment.

CO-OP Policy Bookabed are happy to work with agents on regional promotions whereby we will co-sponsor targeted destinations or hotel campaigns. Campaigns must be agreed in advance.

Pricing Policy We constantly strive to provide the most competitive pricing policy and offer pricematching where possible.

Staff Incentives

Reservations: T 01 485 2580 Groups: E groups@bookabed.ie Accounts: E accounts@bookabed.ie Administration: E info@bookabed.ie Customer Service: E complaints@booked.ie F 01 285 0649

Voucher promotions, concerts and fam trips. Please ensure that you check our site or sign up to our newsletter for more info.

Agent Concessions We offer all Travel Centres members discounted rate on their own bookings.

Training/Fams Bookabed partake in any Travel Centres training programmes where possible. Individual training can be arranged with our Business Development Team when required. We also endeavour to do a number of fam trips each year.

Cancellation Policy As per our agency Terms and Conditions and are stipulated at time of booking and on your confirmation documentation. We will always do our best to assist in cancellation charges where possible.

Credit Terms: Post Departure as per agency terms with Travel Centres based on a Sepa Direct Debit Core scheme which entitles Travel Centres members to recall their last payment up to 8 weeks after it has been taken. (Speak to Lee for more details).

General Information: Bookabed enjoys a long established working relationship with Travel Centres and feel that the value proposition is mutually beneficial for all members. We feel our standards, pricing and best practices are fully in line with Travel Centres ethos. We offer generous commercial terms of which the details can be provided on request or can be accessed through the Travel Centres agent Intranet system. Our commercial terms are strictly private and confidential and we ask that you do not provide any third party any access to its content or access to our password protected booking engine. Failure to adhere to this confidentiality may result in these enhanced commercial terms being withdrawn without notice. 43


Happy and loyal customers? Child's play

Dynamic packages Flight + Hotel with hundreds of thousands of hotels worldwide and 400 + airlines

Quick & simple booking path

Deals on major car hire companies

Dedicated support to Travel Agents

Airport transfers and other destination experiences

www.expedia.ie/TAAP

taexpediaie@expedia.com

(0)1 517 1525


Accommodation Expedia Travel Agent Affiliate programme (TAAP)

The Expedia Travel Agent Affiliate programme (TAAP) allows travel agents to earn commission by booking directly on the expedia.ie/taap website, taking advantage of the best online fares & vast inventory of the world’s largest online travel provider.

New features • New commission scheme • Hotels at the package price (b2b) for preferred travel agents

Tips and hints: Find out how to get the best deals available at Expedia.ie/TAAP or simply ask for booking tool tips by contacting (01) 517 1525 Option 1. Alternatively, you can email: taexpediaie@expedia.com

Why Expedia TAAP • Free registration : sign up in 3 minutes and start earning commissions • Book with one of world’s largest online travel providers • “One stop shop” – multiple travel products available and commissionable on one website • Hundreds of thousands of bookable properties, +400 airlines, transfers, activities, car hire, tailor made packages • Travel Agents discounts • Up to 8 rooms bookable in one reservation • Dedicated local support for ad-hock queries and/or dedicated trainings

www.expedia.ie/TAAP Contact details: Sales & Marketing T (01) 517 1525 Option 1 E taexpediaie@expedia.com Opening hours: Mon - Fri 9:00 - 17:00 Booking assistance: T (01) 517 1525 Option 2

Training • Dedicated Webinars • Breakfast Club For further information about registering or agent commissions please contact our business development partner in Ireland:

ATTS Travel Representation Solutions Tel: (01) 517 1525 Option 1 or taexpediaie@expedia.com

45


www.GlobeHotels.ie

is an exclusive Irish travel trade website offering worldwide hotels, apartments and transfer deals online in an instant!

Over 100,000 properties online. Budget to 5 star luxury properties instantly available. Instant confirmation and vouchers online. Exclusive “trade only� deals in popular destinations. Dedicated Account Manager.

Tel: 01 256 9529

34

Email: sales@globehotels.ie


Accommodation Globehotels

GlobeHotels is a trade only accommodation and transfer supplier offering outstanding value on a wide range of worldwide accommodation and transfer options. We are proud to enter our 11th year as a Preferred Supplier to the Travel Centres Group. What’s New for 2018? An ever expanding portfolio of directly contracted quality properties in key resorts for the Irish market including: • Canary Islands / Spain - The Cordial Group, Lopesan / IFA Hotel Group, Riu Hotels, Med Playa Group • Corfu – Ikos Dassia / Marbella Nido Suite Hotel (both brand new for 2018) • Crete – Anemos Luxury Grand Resort / Domes Noruz Chania / Porto Platania Beach & Village Resorts • Villas – extensive range of 2/3/4/5 bed villa options • Apartment and villa options for the USA & Canada

Unique Selling Points • • • •

Over 13 years’ experience selling to the Irish Travel Trade Huge range of worldwide properties Competitive rates offering great value for money Agency sales representative on the road – Audrey Headon • Friendly Sales Support Team offering great service • We have a 24 hour Emergency Contact number available to agents & clients in resort.

Destinations Globe Hotels have a worldwide reach and we are particularly strong in key destinations popular in the Irish market e.g. Spain, Lanzarote, Tenerife, Gran Canaria, Fuerteventura, Greece and the USA.

Target Audience We are a trade only site.

CO-OP Policy Globe Hotels is happy to work with agents who proactively promote our product range. Proposals for joint ventures can be discussed with Audrey or sent to sales@globehotels.ie.

Pricing Policy Globe Hotels will continue to develop our range of accommodation and transfer partners to offer the most competitive rates in the market. We are happy to consider any price match provided the comparison is on a like-for-like basis.

Sales/ Marketing Globe Hotels have a generous preferred supplier agreement with the Travel Centres Group so we encourage all member agents to get booking on www.globehotels.ie to benefit from the agreement.

www.globehotels.ie Contact Details Office 1, The Paddock, Main Street, Dunshaughlin, Co. Meath T 01 256 9529 F 01 696 1241 E sales@globehotels.ie Opening hours Mon - Fri 9.15am - 6.00pm and Sat 10.00am - 4.00pm

M.D. Owner E jeff@globehotels.ie Accounts E accounts@globehotels.ie Sales Representative Audrey Headon t 087 2847067 E headonaudrey@gmail.com

We have a busy year of promotions lined up for 2018 and will update our site with offers and send regular e-mails to our agency database. If you are not receiving our e-mails please advise Audrey or email sales@globehotels.ie and we’ll be happy to include you.

Staff Incentives Globe Hotels will offer ad hoc booking incentives. Please ensure you are on our agency database to receive further information.

Agent Concessions Staff discounts on all member agent’s own accommodation bookings.

Training / Fams Onsite visits from Audrey to member agents to conduct inhouse training and product updates. We will host educational trips/site inspections and member agents will be invited to participate based on agency sales. Globe Hotels will also participate in the Travel Centres webinar programme.

Cancellation Policy Cancellation T&C’s apply at 4 days before check-in unless otherwise advised. Non-refundable rates are within cancellation terms from time of booking. Some Apartment/ Villas require a non-refundable deposit which will be advised at time of booking.

Credit Terms Agents on direct debit receive up to 7 days credit. Pre payment is required 10 days before check-in if agents paying by bank transfer. 47


A holidAy home for every seAson With over 33,000 self catering holiday homes across europe, the UsA and Africa, interhome has a holiday home for every one of your customers – Whether it’s a mountain chalet, a villa with pool, a city apartment, a cottage or even a castle.

ü established since 1965 ü swiss quality guaranteed

ü Personal local service ü Trusted star rating system

on sale on Traveltek, dolphin dynamics, multicom and intuitive platforms. 24/7 sales and operations line: 1431 1086 | www.interhome.ie

L7890


Accommodation Interhome

Interhome has been operating for over 50 years, having started off in London as Swiss Chalets in 1965, Interhome is now the European leader in holiday home rental, with over 34,000 chalets, apartments and villas to rent in hundreds of destinations. Interhome guests can rely on us to provide them with great choice across their favourite holiday destinations, and unlike many others in the holiday rentals space, we provide service offices in a large number of our destinations (over 200), as well as a 24/7 operations and sales office with guaranteed Englishspeakers around the clock. What’s New for 2018? This year we have added some wonderful luxury villas on the Costa Blanca, and by January 2018 we will have integrated another 20,000 properties from our sister company Inter Chalet, while continuing to add 600-700 new properties per month, so you’ll definitely find a great variety of selfcatering accommodation when you choose Interhome for your customers. This year we opened 3 new offices in France; in St Gervais in the French Alps, Royan/Vaux on the West Coast, and Dinard in Brittany, and our office in Mimizan Plage celebrated its first birthday! Overall, we now have close to 210 Local Service Offices in our key destinations, and as you can see, it’s growing every year. We continue to see good growth from the Irish Market, and look forward to welcoming your customers to an Interhome property in the near future. Whatever the winter season brings each year, whether guests need to go high, or there is snow down to the valley floor, skiers will find something at Interhome to suit them, from 2 person studios to 5 bedroom chalets, all available with the freedom to holiday just the way you like. Choice is no stranger to our beach and countryside destinations, with a huge range of villas with pools and chalets across key summer gateways; you’ll always find something to suit. We also do cities! Why not think ‘apartment rental’ for a city break, instead of being cramped into a hotel room, give your customers the space, facilities and freedom they are used to at home.

www.interhome.ie Contact: Adam Walsh E Adam.Walsh@Interhome.co.uk T +447947528477 Lisa Sly E Lisa.Sly@Interhome.co.uk T +44 1483 863513 24/7 Sales & Operations Centre E Info@interhome.ie T 1431 1086

Why book with Interhome? • Easy to use partner website • Detailed information, location maps, and transparent costs. • Create tailor-made offers for your clients • Real-time availability • Local Service Offices in many locations • Prices are fixed for the entire market • Favourable conversion and commission • Options can be held for up to 3 days

Local Service Office • • • •

Easy key collection Local information Quality checks on holiday properties Available at over 200 destinations

Facts & Figures

Discounts for Travel agents

• • • •

• 20% partner discount available on all our rental prices for own use • Available all year round • Can be combined with special offers

34,000 Properties 500,000+ Clients per year 15,000 Holiday rental owners 31 Countries

49


Everyone has their favourite beach. We’ll help you find theirs.

It’s no surprise that beach bookings are our fastest growing area – we offer nearly 10,000 properties worldwide and over 100 destinations in the Mediterranean, Mexico, Hawaii, The Caribbean, The Indian Ocean and Southeast Asia. Find their beach at

travelcube.com


Accommodation Travelcube

The new TravelCube website makes selling easier…. TravelCube’s new website has been designed in collaboration with travel agents to help them sell easier and sell more! The result is a website that helps agents quickly search, find and book exactly what their customer needs. How will TravelCube help you sell easier and sell more? The new TravelCube website has been built to be easy to use and helpful. The site assists with the specific tasks and challenges facing today’s travel agent – providing genuine added value and inspiration for the traveller – helping you to secure the sale!

A Smart Website • Simple, intelligent search Auto-suggest search by hotel name, code, location, number of people/rooms • Clearer display of search results Key hotel details, cancellation dates and maps all shown within search results • Easier to use filters Refine results by star rating, location and facilities • Work on any device Access the website on your tablet, smartphone or in the office

An Inspiring Website • Cross-sell transfers and activities Add on quickly, easily and helpfully to travellers bookings • Itinerary builder Create itineraries with booked, non-booked items as well as third party content (e.g. airline booking information) • Share itineraries with travellers Send draft and confirmed itineraries via email, PDF or online link - viewable by travellers on any device

trade only site www.travelcube.ie Customer Services T 01 275 0211 E clients@travelcube.com Regional Account Manager: Peter Friedrich T 00353 (0) 87 695 3792 E peter.friedrich@travelcube.com

A Helpful Website • Powerful google maps Accurate maps showing address, location and local amenities • Live chat support with real people Solve issues quickly using live chat with real people or raise issues using an online query tool • Comprehensive learning centre View demo training videos and access comprehensive documentation on our online knowledge base • Informative client vouchers New design featuring comprehensive information and great maps

51


01 886 6686

Meet the Aer Lingus Sales team

Dermot Lee

Sales Operations Manager IRL dermot.lee@aerlingus.com

The smart way to Europe with Aer Lingus • The family friendly airline making the journey as comfortable as possible. • Pre-assigned seating. • An award winning inflight service. • Flying direct to central airports across our network. • Greatest and widest choice of flights connecting Ireland to Great Britain and Europe. • Best value fares. • Four easy ways to check-in. • Constantly expanding our European route network.

Ivan Beacom

Business Development Manager IRL Leisure ivan.beacom@aerlingus.com

Yvonne Muldoon

Director of Sales yvonne.muldoon@aerlingus.com

John Keogh

Head of Groups & Charters john.keogh@aerlingus.com


Airlines traveltrade@aerlingus.com

Aer Lingus Travel Trade Aer Lingus

Jenny Rafter

Head of Leisure Europe jenny.rafter@aerlingus.com

Alan Molloy

Head of Corporate Europe alan.molloy@aerlingus.com

Andrea Hunter

Business Development Manager IRL/NI Corporate andrea.hunter@aerlingus.com

Brian Cassidy

Senior Business Analyst brian.cassidy@aerlingus.com

The smart way to North America with Aer Lingus • Pre-clear U.S. Customs and Immigration at Dublin and Shannon Airport. • Top class entertainment including new release movies, TV boxsets, TV, games and music videos. • Wi-Fi and Mobile Network available on our A330 fleet, keeping you connected. • Fly direct to Boston, Chicago, Hartford Connecticut, Los Angeles, Miami, New York JFK, Newark, Orlando, San Francisco, Toronto and Washington D.C. • Tailored Business Class experience with priority check-in and boarding, Irish inspired food and fine wines, complimentary Wi-Fi, 16“ high definition screens, fully-flat 2 metre bed. • Vast network of onwards connections across North America.

66

115

Aircraft flying across Europe and North America

Routes across Europe and North America

53


T H E N O R D I C WAY

FLY THE SHORT NORTHERN ROUTE SHORT ROUTES AND SMOOTH CONNECTIONS ON YOUR WAY BETWEEN EUROPE AND ASIA.

Our Northern heritage has shaped the way we think. We know the value of personal space, privacy and simplicity. Feel it yourself and book your flights at finnair.com or contact your local travel agent


Airlines Finnair

About Us: Finnair is a network airline specialised in flying passengers and cargo between Asia and Europe. We fly to 17 destinations in Asia, four in the United States and over 70 destinations in Europe. We are the only airline in Northern Europe holding a 4-star Skytrax rating, and we are a member of oneworld, the alliance of the world’s leading airlines committed to providing the highest level of service and convenience to frequent international travellers. What’s new for 2018 New service Nanjing China Summer 2018 – Finnair will fly 38 weekly flights to Greater China, flying daily flights to both Beijing and Shanghai, four weekly flights to both Chongqing and Guangzhou, three weekly flights to both Nanjing and Xi’an as well as 10 weekly flights to Hong Kong. Finnair will add capacity to its popular long-haul destinations for the summer 2018 season: • Increased flights Dublin to Helsinki 10 flights per week Summer 2018 • Finnair will now fly double daily to Tokyo Narita with three new weekly frequencies. • Three new weekly frequencies will be added to the Bangkok route, serving 10 weekly frequencies during the summer season and 16 frequencies during the winter season • An additional weekly frequency will be added to the Delhi route bringing it to four weekly frequencies during the summer season and six frequencies during the winter season • Seventeen new weekly frequencies to Tallinn, flying up to ten times daily • An additional daily flight to Moscow, serving the Russian capital three times daily, and up to six times daily in co-operation with Aeroflot Russian Airlines.

www.finnair.ie Trade support T + 353 (0) 1 882 8680 E Finnair@atts.ie Reservations T +353 (0)1 695 0015 (local network charge) Open Mon - Fri 8 a.m. - 6 p.m. Sat-Sun and public holidays 8 a.m. - 4 p.m.

Why book with Finnair • Finnair offers the shortest route between Europe and Asia • Helsinki Airport is one of the most efficient airports in the world minimum connection time 40mins • Best European Airline 4-star Skytrax rating • Eco-smart airlines • Oneword partner For any additional information, please contact our GSA in Ireland ATTS Travel Representation Solution

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We bring you the world Fly KLM from Dublin and Cork All flights via Amsterdam. Flights from Cork to Amsterdam operated by Aer Lingus. Information correct at time of printing.


Airlines KLM

KLM offers flights from Dublin and Cork to an extensive and ever-increasing worldwide network via Amsterdam. With an all-new World Business Class cabin, an award-winning hub and friendly, reliable service both on the ground and in the air, KLM is truly the airline of choice to the world. Why fly with KLM? Reach the world from Dublin and Cork KLM’s extensive network includes over 140 destinations worldwide, and even more with partner airlines. Seamless connections Amsterdam Airport Schiphol’s oneterminal concept ensures simple connections. Online check-in Online check-in from 30 hours before departure.* Greater cabin choice Choose from Business and Economy, with extra legroom in Economy Comfort.* Hand baggage A generous hand baggage allowance*: 12kgs in Economy and 18kgs in Business Class.**

www.klm.com Dedicated travel agency website:

www.AgentConnect.biz Trade support: T 0818 762 922

Checked baggage Baggage checked through to your final destination. In-flight Service Complimentary in-flight service throughout your journey.* Your comfort, our priority We look after you: from our friendly crew, to our 24/7 customer service on social media.* Flying Blue Join our award-winning frequent flyer programme. *Available on flights operated by KLM **Amount of hand baggage per cabin and size limitations apply.

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Competitive prices with ‘no hidden extras’ UK call centre open 7 days a week with 24 hour assistance 24 hour emergency number +44 787 6683 924 Dedicated sales team Why choose Affordable Car Hire?

3 Easy Step Booking Process

Award Winning 30,000+ Locations Car Hire Company 500+ Suppliers

Review Centre

Affordable Car Hire: call 0345 9000 420 or visit affordablecarhire.com


Car Rental Services Affordable Car Hire

About Us: At Affordable Car Hire we operate in more than 30,000 locations worldwide and work with ‘on airport’ (no transfers) premium suppliers to provide an all inclusive product across the globe. Our suppliers include well known companies such as Hertz, Avis, Sixt, Dollar Thrifty, Europcar where we can offer amazing extras like free upgrades, zero excess and free additional drivers. Within the U.S we work with Budget Rent A Car on an exclusive basis, which allows us to offer free additional driver and special young driver’s tariff. We welcome Sixt in North America with a fleet of both American and German vehicles. www.affordablecarhire.com

What’s New For 2018:

Contact Details

• New update website showing more useful tips and tricks for booking car rental • Free cancellation and free amendments (T&C’s apply) • Over 30,000 locations • Dedicated Irish telephone number • New Car Hire Clinic training programme • New Suppliers to include Keddy by Europcar, Interent, Routes Car & Truck Rentals – a new USA Product coming for end of 2016 and a new Hong Kong product - Hawk Rent A Car • Most competitive US rates • More suppliers offering Value added extras to include free additional drivers

ATTS Travel Representation Solutions 93b Lagan Road, Dublin Industrial Estate, Glasnevin, Dublin 11. Reservations: Reservations T (076) 6801164 E reservations@affordablecarhire.com ATTS T+353 1 882 8679 E sales@atts.ie

Destinations Served:

Training / Fams:

30,000 locations in over 192 countries.

We offer a comprehensive online training academy on our agent’s website to include training modules that include the introduction of car hire into your sales process and overcoming customer objections. We also now have downloadable reference guides that include FAQ’s on Supermax and Maxi Top Up Insurance Policies and fleet guides.

Target Audience: All markets suited.

Pricing Policy: We provide a fast and efficient search of all worldwide and local suppliers to offer the best possible price and value for money for your clients. Our comprehensive results page is sure to help you book the best option available.

Sales / Marketing: We can offer in store merchandise including window posters and Brochures please contact us to place and order or discuss bespoke options further.

Agent Concessions: Affordable Car Hire will offer concessions on a case by case basis dependent on travel dates, car types and requirements. Please contact the office for further information.

Cancellation Policy: Free Cancellation up to 72 hours prior to pickup except for Europcar bookings no cancellation and no amendments. No fees for amendments. Cancellations must be made in writing to Affordable Car Hire UK Reservations email: reservations@affordablecarhire.com

Credit Terms: Unless otherwise stated, Affordable Car Hire will issue a statement six weeks prior to departure and all outstanding balances must be paid in full and cleared, at least four weeks prior to departure.

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Car Rental Services Flexible Autos

What can Flexible Autos offer? Low cost, high value, fully inclusive worldwide car rental across global source markets. Access to a wide range of suppliers including brand leaders such as Enterprise, Alamo and Sixt, through to smaller localised companies offering a product to cover all clients needs and requirements Efficient offline experience through a UK based call centre. Dedicated and experienced trade account managers. Comprehensive and regular training for trade staff. www.flexibleautos.com What’s new for 2018?

• Premium product available in more locations • Location details and maps • Online check in

ATTS Travel Representation Solutions 93b Lagan Road, Dublin Industrial Estate, Glasnevin, Dublin 11

Unique Selling Points

Sales: T 01 882 8680 E sales@atts.ie

• Trade only – we only work with the trade • Competitive prices • Supplier transparency – choose which supplier you want to book • Fuel icons – displays suppliers fuel policy • On/Off airport icons – displays if supplier has a desk in terminal or a courtesy bus • Quality reputable suppliers – Alamo, National, Enterprise, Europcar, Sixt, Hertz • Premium product – Zero or reduced excess

USA & Canada • One way rentals bookable online • Choice product – clients can choose their car from the group they have booked • Gold product – includes fuel and additional drivers • Young driver product – bookable for drivers between the ages 21-24 yrs. • 24 hour customer satisfaction guarantee • Exclusive on-site locations at Disney • New and low mileage fleet

Destination Served Flexible Autos offer a worldwide product in over 100 countries.

Target Audience All markets suited

Pricing Policy We provide low cost, high value, fully inclusive car rental across the globe.

Sales/Marketing We are happy to provide marketing support to all Travel Centre members on an ad-hoc basis. Please contact us directly for further information.

Reservations: T 021 601 9067 E reservations@flexibleautos.com

Staff Incentives In addition to our commercial terms with Travel Centres we also offer various incentives/promotions on a tactical basis from time to time.

Training/Fams Look out for our webinar training sessions plus you will also see us at the Travel Centre conference. If you require in house training then please contact your sales manager.

Cancellation Policy Free cancellations on all bookings up until 24 hrs before collection date unless otherwise stipulated in the supplier’s terms and conditions.

Credit Terms Full payment is required 14 days prior to the collection date. For further information please contact our accounts department.

General Information Why Choose Us: • Trade only • Dedicated account manager • Emergency helpline • Quality suppliers • Free cancellation & amendments • Excess Refund Product • Open 6 days a week

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Car Rental Services Hertz

Hertz operates the Hertz, Dollar and Thrifty car rental brands in more than 11,000 corporate and licensee locations throughout 140 countries in North America, Europe, South America, Asia, Australia, Africa, the Middle East and New Zealand. www.hertz.ie Travel Agent Exclusive Rates We are delighted to have the opportunity to offer Travel Centre agents exclusive rates that the public will not find anywhere else. These rates provide the customer with great benefits by booking through the travel agent while rewarding the agencies with fantastic commission levels. Our exclusive rates offer some appealing inclusions such as SuperCover (Hertz excess waiver), GPS systems, additional drivers & insurances while covering a wide range of destinations including Europe, North America & Australia. The hertz-gsa.ie website will help you up sell car hire with rates the consumer can only get with the travel agent. We are the largest worldwide airport general use car rental company with more than 1,700 airport locations in the U.S. and more than 1,300 airport location internationally. Product and service initiatives such as Hertz Gold Plus Rewards, NeverLost®, Carfirmation, Hertz Ultimate Choice, Mobile Wi-Fi and unique vehicles offered through the Adrenaline, Dream, Family, Fun, Green and Prestige Collections set Hertz apart from the competition.

Primary Supplier With our 100 year anniversary being celebrated in 2018, Hertz has the experience and dependability that your customers look for overseas. We offer local support to help you with any questions or queries that may arise and employ over 1,200 people in Ireland through our rental network, European Services Centre in Swords, Co. Dublin. Our Travel Trade team are based in Wexford along with our Customer Services team working hard to provide you with quick and efficient solutions. Hertz, being a primary supplier, enables you to book with confidence and should any questions arise, you know that a quick and easy solution is only a matter of a phone call away. We are proud to be preferred suppliers to Travel Centres and aim to work together with members to ensure that you clients, corporate and leisure, enjoy the best Car Hire has to offer.

Unique Selling Points • • • • • • • • •

On Airport locations for your customers convenience Instant reservation confirmation Unlimited Mileage Zero excess rates such as Hertz Business Plus No upward age limited Transparent pricing with no hidden extras Modern fleet Local support Pricing policy

Contact Details Jason Kearns T 053 91 52505 M 087 968 3953 E jkearns@hertz.ie Shauna Mullery T 053 91 52553 E smullery@hertz.ie

Customer Service T 053 915 2500 E customerservices@hertz.ie www.hertz-gsa.ie T 053 915 2500 E traveltrade@hertz.ie

• Our rates include all taxes and location charges • North America Rentals are fully insured with a ¤0 excess leaving your customer only responsible for tyres, keys, fuel and windscreen. • Canadian rentals are subject to a non waivable excess, normally in the region of $300 to $500. • EMEA rentals include Collision Damage Insurance and Theft Insurance with a typical excess of between ¤1,000 to ¤2,000. Extra insurance is available at the counter to reduce this excess but is NOT mandatory.

Cancellation Policy Bookings made on the hertz-gsa.ie booking tool will avail of free cancellations and amendments up to 24 hours before the car is due to be picked up. Reservations made through other routes will qualify for the below: Prepaid Rates: • ¤0 if cancelled within 7 days of initial booking • ¤45 if cancelled after 7 days unless cancelled to rebook for all dates • ¤95 (No Show Fee) if not cancelled at all • ¤0 Refund for early return • Pay Local Rates: • ¤0 if cancelled within 1 day of actual rental • ¤65 (No Show Fee) if not cancelled at all • Only charged for days used in the event of early return (Plus ¤8 admin fee)

Credit Terms All reservations made through the hertz-gsa.ie booking tool are reserved on a book now pay later basis. The agency will be invoiced less commission when the car has returned.

Staff Incentives We will run various Staff Incentives throughout the year.

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CELEBRITY EDGE THE STORY SO FAR... The ship designed to leave the future behind – has been our biggest announcement of 2017. Here’s a recap of some of the incredible new features of Celebrity EdgeSM EDGE STATEROOMS WITH INFINITE BALCONIESSM These incredible rooms take our standard Balcony Stateroom and, with the touch of a button, blur—even erase—the boundaries between inside and outside living space. Your customers’ entire living space becomes the balcony, letting you walk right out to the water’s edge.

THE MAGIC CARPET The world’s first cantilevered, floating platform that travels up the side of the ship and reaches heights of 13 storeys above sea level. With some of the best views on board, it is a spectacular space that opens to several decks and transforms into a new venue depending on which deck it’s positioned.

EDEN Unlike anything at sea – or anywhere. With three levels of sensory experiences, fully encased in glass and looking out to the ocean, it is a true window to the world. Eden is all about chillful mornings to playful afternoons and sinful evenings where a fusion of performance art, culinary treats and nightlife thrill all the senses.

THE RETREAT SUNDECK The first of its kind, The Retreat Sundeck is an exclusive place for Suite Class guests including their own private pool, private restaurant and VIP lounge. As an extension of the Suite design, Kelly Hoppen MBE was at the forefront of creating the space which rivals that of any high-end resort.

THE REVOLUTION SETS SAIL DECEMBER 2018. VISIT CRUISINGPOWER.IE FOR MORE DETAILS

THE ROOFTOP GARDEN A garden that’s full of unexpected pleasures day and night, where guests can drift away to the rhythm of live musical performances; catch a movie at A Taste of Film; or dance the night away to a live band. It is also home to The Rooftop Garden Grill. THE POOL DECK Featuring oversized art installations and two 2-storey martini glass shaped hot tubs (another first for Celebrity Cruises® and a first at sea), The Pool Deck is a visual delight. At its centre is a 23-metre lap pool, the largest in our fleet, featuring in-pool loungers.


Cruising Celebrity Cruises

ALL THE TOOLS. ALL THE SUPPORT. ALL FOR YOU. We’re committed to you – your sales, your rewards, your customers. There’s so much to love about a Celebrity Cruises holiday. And we want you to enjoy selling them as much as our guests enjoy being on them. That’s why we’re committed to providing you with all the tools you need to help you maximise sales, reward yourself, and entice your customers. Cruising for Excellence Online Training With CFE you’re always in the know. They say knowledge is power – and there’s nothing more powerful than Cruising for Excellence Online to give you all the brand knowledge you need. Our dedicated E-learning platform is packed full of informative yet fun games, videos, quizzes, courses and more. Visit cruisingforexcellence.co.uk

Cruising Power is so Much More… Cruising Power is your favourite booking engine. But it’s also so much more than that. With needto-know info including top offer flyers, brand flyers and general content about our offers and product updates. Visit cruisingpower.ie

Your Facebook Page is Where it’s at It really is. Log onto YOUR Celebrity Agents Facebook page to keep up to date with the latest offers and brand news. Watch new videos or get to know the latest consumer friendly Deal of the Week posts you can share directly with customers. Visit facebook.com/celebritycruisesirelandagents

Give our Call Centre a Call Our UK-based trade services call centre is the best. We’ve the most dedicated team of knowledgable and all-round Celebrity experts on hand to help you make bookings and answer any queries your customers may have about their holiday. So, give us a call on 1800 932 611.

Your Port of Call for Support Integral to our Trade Support team, Elaine Townend and Victoria Shipp are here to support our Sales Managers and be your port of call in your Sales Manager’s absence. Get in touch at tradesupportuk@celebritycruises.com or call +44 (0) 1932 834 379 (Option 2). Need more brochures? Email salessupport.uk@rccl.com

www.cruisingpower.ie Call Centre T 1800 932 611 Contact Trade Support: T +44 1932 834 379 Option 2 Account Manager Mandy Burrie Regional Sales Manager, Scotland & Ireland M 00 44 7834329700 E mandyburrie@celebritycruises.com Celebrity Cruises Building Three, The Heights, Brooklands, Weybridge, Surrey, KT13 0NY

Cash in on Your Rewards What’s not to love about Celebrity Rewards? You earn points for every Celebrity Cruises® booking, and turn those points into money that you can spend on whatever you want. Visit celebrityrewards.com to start earning your rewards.

Bookings Made Easy Whether you’re booking individuals or groups, Espresso’s intuitive tools manage your reservations quickly and easily. What’s more, we are making it even easier with our brand new booking tool, Airwaves. Coming soon, it will revolutionise the way you make bookings allowing you to tailor your customers Celebrity Cruises holidays with flights, pre and post cruise hotel stays and transfers.

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discover the World’s most extraordinary places in 2018 Our spacious, mid-sized ships accommodate far fewer guests. Everywhere you look you feel a sense of elegance and history... gleaming brass, precious art and antiques, sweeping staircases... all combined with comfortable furnishings and state of the art modern amenities. Your clients will relax in large, comfortable staterooms, most with ocean views, many with private balconies; They will dine in restaurants that sparkle with chandeliers, crystal and conversation – including the intimate “Pinnacle Grill” the informal Italian Canaletto and the Pan-Asian “Tamarind”~ They may try out a new skill at our Culinary Arts demonstrations and Digital workshops, learn to paint with experts from the Rijksmuseum at Sea, or discover the natural world through an BBC Earth’s Frozen Planet experience.

with Holland America Line Via a new and exciting partnership with BBC Earth and AFAR magazine, guests with Holland America Line will enjoy access to the most immersive destination experiences both before and during their cruise, customized to their own personal taste.

• Nearly one crew member for every two guests • Spacious staterooms, many with private balcony • Fine dining with casual to formal options • Culinary Arts Centre, presented by Food & Wine magazine • Greenhouse Spa and Salon • Enrichment at sea and explorations on land. ~ available on select ships

A L A S K A  •  A S I A  •  AU ST R A L I A  &  N E W  Z E A L A N D  •  CA N A DA  &  N E W  E N G L A N D  C A R I B B E A N  •  E U R O P E  •  H AWA I I  •  M E X I C O  •  PA N A M A  C A N A L  •  PA C I F I C  S O U T H  A M E R I C A  &  A N TA R C T I C A  •  G R A N D  V OYA G E S


Cruising Holland America Line

At Holland America Line we are pleased to be working with Travel Centres and aim to ensure you are equipped with as many resources possible to sell our premium brand. We will continue to offer webinar training, provide you with offers and materials in Euros and we aim to offer further opportunities for agents to visit our ships in an Irish port in 2018. During 2018 guests can enjoy elegant surroundings and immersive destination experiences onboard mid-sized ships that sail to Alaska, Asia, Australasia, Bermuda, Canada & New England, the Caribbean & Panama Canal as well as South America, Hawaii & Mexico. Closer to home are leisurely Mediterranean and Northern Europe cruises, which offer long days and overnights in key cities such as Venice and Barcelona. The ms Koningsdam is the very latest evolution of Holland America Line featuring stunning dĂŠcor and innovations in dining and entertainment, alongside classic features and comforts the company has long been associated with. During the winter ms Koningsdam will offer 4-11-night Caribbean cruises, each including a day spent at award-winning private island Half Moon Cay. In spring 2018 the ship will return to Europe, homeporting from Amsterdam and Civitavecchia (Rome).

Holland America Line Travel Agent Resources Polar Online You will now be able to register for Polar Online where you will be able to book and manage your bookings online 24/7. Polar Online is the fastest and easiest way to make a booking. You can check availability, fares and view itineraries. To register, please go to the Travel Agent HQ Section of the Holland America Line website.

www.hollandamerica.com Reservations: T +44 843 374 2300 Groups Team: E groups@hollandamerica.co.uk T +44 844 338 8603 Holland America Line Agency Sales: E katie.noviss@hollandamerica.co.uk T +44 02380 656 758

HAL Academy HAL Academy offers an in depth educational programme designed to provide you with all the tools and sales techniques to achieve greater sales success. There are six core courses, and using video and the latest technology, you can work through at your own pace. Go to: https://www.halacademy.co.uk/

Promotional Materials: For promotional materials such as brochures, posters and DVDs please contact Lucy (contact details above).

Image Library: Holland America Line images are available to download via the Travel Agent HQ section of the hollandamerica.com website.

Website: https://www.hollandamerica.com/ travelAgentHQ/Main.action

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© Lomen Bros/Nasjonalbiblioteket

© De Roos

© Shutterstock

© Roy Mangersnes

© Shutterstock

WORLD LEADER IN EXPLORATION TRAVEL

NORWAY Antarctica Greenland Iceland Svalbard Northwest Passage North America & Canada Caribbean & Central America South America Europe


Cruising Hurtigruten

About Us: With 125 years of maritime exploration, we are the largest voyage operator in Arctic and Antarctica. But our journey doesn’t just stop there. Our next destination is to be the world leader in exploration travel. We invite you to come aboard and join our adventure. Hosts of the stunning Norwegian www.hurtigruten.com coast, Hurtigruten operates a daily service to 34 ports along ‘the world’s Contact Details Reservations: most beautiful voyage’. Whether Bedford House T 01 607 4420 under the magnetic Northern Lights 69-79 Fulham High Street in winter or summer’s glorious London Groups Midnight Sun, we have become SW6 3JW T 00 44 (0)208 846 2633 as much part of Norway’s coastal E UK.Agency.Sales@hurtigruten.com culture as the breath-taking fjords UK & Ireland Agency Sales themselves. Beyond Norway, T +44 (0)208 846 2647 Agents Site: Hurtigruten’s horizons extend from E UK.Agency.Sales@hurtigruten.com www.Hurtigruten.co.uk/agents the top of the world with voyages to Svalbard, Iceland, Greenland, and Canada, to the other end of the earth in Patagonia and the Pricing Policy: pristine white continent of Antarctica. From prices quoted are per person, based on full occupancy of an inside two-berth cabin, unless otherwise specified. Hurtigruten What’s New: operates a flexible pricing system and prices are capacity • New ship MS Roald Amundsen will embark on her inaugural controlled, correct at the time of booking. Any quote will be valid season in Antarctica & the MS Fridtjof Nansen will join us in for the duration of call. Pricing will be available in Euros. 2019 • New exciting “Between the Poles” itineraries featuring East Sales and Marketing: Coast of America, Canada, The North West Passage, South 50/50 advertising opportunities are available. All activity America & Atlantic Islands. must be agreed and confirmed in advance. Local consumer presentations and webinars are available. Videos covering a USPs: range of our products can be downloaded from here: https:// • Direct departure from Dublin to Tromsø, Norway 23 Feb 2018 www.youtube.com/user/hurtigrutenwebmaster for a 6-day itinerary to northern Norway in the Arctic Circle, prime territory and time for the northern lights. Staff Incentives: • The smaller size of our ships allows us sail to areas larger There are often ad hoc incentives run throughout the year. cruise lines cannot reach, bringing our guests closer to the landscapes, wildlife, and communities that we explore. Agent Concessions: • For Norwegian coastal voyages, ingredients of the food We operate concessions on both the Norway & Explorer product, served on board are seasonal, fresh, and locally sourced from please contact agency sales or visit the agent website for details. the surrounding sea and scenery. • Hundreds of exciting excursions add special experiences to Training/Fam Trips: each voyage, such as our award-winning husky dog sledging, Our online training site: https://onlinetraveltraining.com/ whale watching, and mountain hikes. free-courses/providers/hurtigruten. In store training can be • We have a dedicated Irish reservation number. arranged. Training Webinars will take place throughout the year. Familiarization trips will be on an invitation basis.

Destinations: • • • • •

Antarctica North America & Canada Brazil North West Passage Europe

• • • •

Iceland Greenland Norway Svalbard

Cancellation Policy: This we be as per our published booking conditions.

Credit/Payment Terms: As per the 2018 commercial agreement.

Target Audience:

Brochure Distribution:

Singles, Couples & Groups of all ages. Adventurers, coach, lakes and mountain and river cruise customers fit our profile perfectly but anyone can travel with Hurtigruten.

Brochures are only produced in GBP and can be ordered via TradeGate.co.uk. PDF versions are available in both GBP and Euros.

General Information: If you have any opportunity to promote Hurtigruten then please don’t hesitate to contact agency sales via the details above. 69


ƒ The Finest Cuisine at Sea™ ƒ A variety of distinctive open-seating restaurants, all at no additional charge ƒ Gourmet cuisine curated by world-renowned Master Chef Jacques Pépin ƒ Epicurean enrichment programs, including immersive Culinary Discovery Tours™ in the world’s most fascinating destinations

Savour

ƒ Award-winning itineraries featuring over 400 alluring destinations

THE WORLD

WITH THE FINEST CUISINE AT SEA™

ƒ Spectacular port-intensive voyages featuring overnight visits and extended evening port stays ƒ Intimate, luxurious ships catering to just 684 or 1,250 guests ƒ Exceptional personalised service ƒ Elegant casual ambiance ƒ Acclaimed Canyon Ranch SpaClub®

FREE Unlimited Internet Plus choose one:

FREE Shore Excursions FREE Shipboard Credit FREE Beverage Package


Cruising Oceania Cruises

Operating six ships, Oceania Cruises is the world’s leading culinary and destination cruise line, providing a home away from home to 684 - 1250 guests. Cuisine, comfort, service and outstanding value define Oceania Cruises’ Five-Star product. Itineraries are enhanced by extensive excursion choices and expert on-board lecturers. Staterooms are sumptuous and almost all accommodations have a private veranda with butler service in all suites. Contact Details

Imagine a country hotel, nestled in the heart of the Mediterranean, the South China Sea, the Atlantic or the Pacific Ocean. Oceania Cruises combines the sophisticated elegance of a private hotel with the flexibility and adventure of sea travel. Explore fascinating destinations and make unforgettable memories on one of our specially selected Oceania Cruises voyages. Providing the highest quality, Oceania Cruises offers The Finest Cuisine At Sea™, meticulous attention to detail with a warm, inviting elegant casual ambience. Numerous gourmet restaurants are available at no extra charge; catering for discerning palates and offering an array of choices from Continental cuisine to authentic Italian to classic steakhouse fare. You will taste for yourself why Oceania Cruises is the cruise line for foodies.

Your World. Your Way Spectacular port-intensive voyages featuring over 400 alluring destinations, with many overnight visits and extended stays, allow guests to take their time exploring at their own leisure, or as part of an escorted tour with Oceania.

The Foodies Cruise Line Boldly claiming to serve “The Finest Cuisine at Sea” may seem like an overstatement, but we wouldn’t make such an assertion if it wasn’t for the great contribution of the legendary Master Chef Jacques Pépin. As our Executive Culinary Director, he inspires our chefs to perform feats of gastronomic wizardry. Memorable dining begins with openseating, as it allows you to dine when you are ready and with whomever you choose. Enjoy Toscana’s authentic Italian dishes, Polo Grill’s steakhouse fare, Continental cuisine in the Grand Dining Room, and made-to-order American favourites in the Terrace Café. You can also indulge morning, afternoon and evening in delicate pastries and freshly made sandwiches along with illy® speciality coffees at Baristas. Onboard Sirena, enjoy our latest speciality dining restaurant; Tuscan Steak, inspired by the gourmet cuisine of Toscana and Polo Grill, and Jacques Bistro, which serves seasonal French dishes during lunch in the Grand Dining Room.

Alex Farquharson T +44 1746 762120 E afarquharson@oceaniacruises.com Agency Sales T +44 345 505 1920 E agencysales@oceaniacruises.com Marina and Riviera both offer two additional complimentary dining venues: Jacques, the eminent Jacques Pépin’s exquisite French bistro, and the contemporary Asian culinary masterpiece called Red Ginger. To explore epicurean delights in a more private setting, try Marina and Riviera’s La Reserve by Wine Spectator, where a maximum of 24 bons vivants may indulge in private vintage wine and gourmet fare pairings. For the ultimate in exclusivity onboard Marina and Riviera, Privée may be reserved for the evening for parties of up to 10 guests, who can select from the full menu of Polo Grill and Toscana or mix and match selections from both. We’re delighted to announce the debut of the most expansive vegan menu offerings and the only cold-pressed raw juice and vegan smoothie bars at sea. The juice and smoothie bars are currently available onboard Marina and Riviera and the vegan menus are available fleet wide. These dishes are in addition to our already comprehensive selection of vegetarian, gluten-free and kosher meals.

Ship to Shore In addition to the extensive restaurant choices, Marina and Riviera feature the first cookery school at sea; our state-of-the-art Culinary Center, which offers hands-on cooking classes and Culinary Discovery Tours™ in select destinations. Our unique Culinary Discovery Tours™ offer the opportunity to experience first-hand the culinary culture of worldwide destinations. In local markets you will find the colourful produce, fresh fish and exotic spices used in traditional recipes that inspire people to gather around the table. Accompanied by a master chef, tour a winery in Madeira or a fish market in Rio de Janeiro, taste the authentic flavours of a region, learn techniques in local cooking classes and then hone your skills at The Culinary Center. 71


Visit myclubroyal.ie or call 1800 932 607


Cruising Royal Caribbean

Get your customers ready to leave the ordinary behind and step into the extraordinary. We don’t just show them the sights, we’ll let them experience them like never before. We take them to parts of the world that no one else can. And that’s all on a range of 25 world-class ships that are destinations themselves. A world of adventure Whether they’re seeking an adventure or they’re in need of pure relaxation, we’ve got everything they could ever want onboard our incredible ships. Couples, families, young and old—there’s something for everyone onboard our ships, from unimaginable activities like soaring down a zip line nine decks high, to total indulgence in our spas and fine dining restaurants. And the fun doesn’t end on our ships. We’ll take them to the most incredible destinations, letting them experience the world like never before.

What’s new? INDEPENDENCE OF THE SEAS® WITH EXTRA EXTRAORDINARY IN 2018 Voted the best ship sailing from the UK, Independence of the Seas® will be better than ever in summer 2018, following her planned multimillion pound makeover. THE NEW SOUND OF ADVENTURE In 2018, we’ve got something very exciting sailing your way. The brand new Symphony of the SeasSM will begin sailing in April 2018 across Europe before heading to the Caribbean. REVOLUTIONARY BOOKING SYSTEM AirWaves is here to make booking easier than ever. You can now personalise your customer’s holiday, booking flights, hotels, cruises and transfers all in one place. And better yet, it’s all ATOL-protected or ABTA-bonded.

Useful Contacts Trade Reservations: T 1 800 932 607 Jennifer Callister, Head of Ireland T +353 (0)86 822 7010 Michaela Banks, Regional Sales Manager T +353 (0)86 189 5339 Holly Wilkinson, Royal trading support executive T +44 (0)1932 834 379  royalcaribbean.irelandagents Order your brochures at tradegate.co.uk

Club Royal Club Royal is the best loyalty programme ever. Sign up now and get real cash (at least £5!) for every Royal Caribbean holiday you book. You’ll also be in the running for money-can’t-buy prizes and events, exclusive discounts (including 20% off at Jamie’s Italian), and £100 holiday spending money. When you love Royal, we love you right back.

How to Become a Club Royal Member 1.

Become a Cruising for Excellence Captain at cruisingforexcellence.com 2. You’ll receive an email within 48 hours—you need this to become a Club Royal member 3. Head to myclubroyal.ie to sign up 4. Enjoy the rewards!

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Cruising Seabourn

At Seabourn we are pleased to be working with Travel Centres and aim to ensure you are equipped with as many resources possible to sell our six star luxury brand. We will continue to offer webinar training, provide you with offers and materials in Euros and be available to help you grow your business with Seabourn! During 2018 guests can discover the all-inclusive, all-suite Seabourn Difference with worldwide itineraries to the Mediterranean and Northern Europe, Arabia & India, Asia, Australasia and the Americas - including an immersive and luxurious Antarctica & Patagonia programme. New for 2018 are more exotic China, Japan & Korea itineraries, while Seabourn Sojourn will offer a summer season of immersive Alaska cruises. Seabourn’s partnership with UNESCO continues to offer guests “behind the scenes” access to many of the world’s most precious monuments. In December 2016 we welcomed the 600-guest Seabourn Encore to the fleet, offering all verandasuites and innovative new concepts in dining and entertainment.

Seabourn Travel Agent Resources Polar Online You will now be able to register for Polar Online where you will be able to book and manage your bookings online 24/7. Polar Online is the fastest and easiest way to make a booking. You can check availability, fares and view itineraries. To register, please go to the Travel Advisors Section of the Seabourn.co.uk website: http://www.seabourn.co.uk/travel-agentcentre/Main.action

www.seabourn.co.uk Reservations: T +44 843 373 2000 Groups Team: E groups@seabourn.co.uk T +44 844 338 8689 Seabourn Agency Sales: E katie.noviss@seabourn.co.uk T +44 238 065 6758

Seabourn Academy Seabourn Academy offers an in depth educational programme designed to provide you with all the tools and sales techniques to achieve greater sales success. There are six core courses, and using video and the latest technology, you can work through at your own pace. Go to: http://www.seabournacademy.co.uk/

Promotional Materials For promotional materials such as brochures, posters and DVDs please contact Katie (contact details above).

Image Library Seabourn images are available to download via the Travel Advisors section of the Seabourn.co.uk website.

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&

STYLE SUBSTANCE

SILVERSEA DISTINCTIONS

WORKING WITH SILVERSEA

• Owned and operated by one family – the Lefebvre’s of Rome

• Dedicated trade support team

• Sail to more destinations than any other cruise line – over 900 destinations spanning all seven continents • Nine intimate ships for just 100 - 596 guests • Spacious, ocean-view suites • Butler service on all ships for all suites

• UK-based reservation team • Excellent commission rates • Hold options for one week • Online and in-agency training: silverseaacademy.com • Bulk brochure supply through trade-gate.co.uk

• Low single supplements starting at 25%

• Marketing collateral and support including adverts, direct mail, window posters, banners etc

• Silversea’s all-inclusive lifestyle:

• Silver Simplicity Group Programme

Beverages including wines, beers and spirits

Fine dining – no assigned times, no assigned tables – and room service

WiFi throughout the ship*

Onboard gratuities

• Silversea Advocates - our agent recognition and reward programme • Bookings that your guests make on board are transferred back to you and your guest receives the 5% onboard saving • Online booking tool – 24/7 access to live availability and bookings • Host regular ship visits and fam trips

*One hour free WiFi per day for all guests. Unlimited free WiFi for guests sailing in select suite categories.


Cruising Silversea

Silversea is an ultra-luxury, all-inclusive cruise line renowned for extraordinary worldwide voyages aboard intimate ships. Sailing to over 900 destinations spanning all seven continents, Silversea offers more destinations than any other cruise line. Butler service; fine dining; beverages including wines, beers and spirits; and onboard gratuities are always included. For the curious traveller, Silversea Expeditions offer unique, awe-inspiring journeys to some of the world’s most exotic destinations, including Antarctica and the Galápagos Islands, aboard our fleet of expedition vessels.

What’s New? • The biggest fleet-wide refurbishment, worth $170 million, was carried out in 2016 on Silver Whisper, Silver Wind and Silver Discoverer. Silver Explorer also underwent a refurbishment at the end of April 2017. • Silversea made history with the first-ever cruise ship call to Bangladesh on 22 February 2017. • In 2018 Silversea’s brand new flagship, Silver Muse, will sail throughout Europe, Canada, North and South America, including the Caribbean as well as Asia Pacific, taking in over 150 destinations in 58 countries; including four brand new ports never visited by a Silversea ship before - Opatija, Croatia; Piran, Slovenia; Santa Maria di Leuca, Italy; and Spetses, Greece. • 2018 will see Silversea’s expedition ships call at over 250 new destinations and will be the inaugural calendar year for Silver Cloud in the expedition fleet following her extensive refurbishment, making her the most luxurious cruise ship for expeditions.

Customer Profile • Most represented age group: 55-75 years old (average age: 65) • Both singles & married couples • Business owners and professionals, still professionally active or retired • Living in highly desirable areas with a high disposable income • Affluent, well educated • Well-travelled • Interested in gourmet foods and fine wines, Opera, Theatre and Art.

Travel Agent Resources Silversea Academy Silversea Academy is an interactive training academy that gives you all of the information you need to sell Silversea. Complete with training modules, news and exclusive resources, it has been developed with you, our loyal travel agents, in mind. The training academy has multiple badges to choose from, designed to help build knowledge and skills,

www.silversea.com Contact Details  @SilverseaCruises  @Silversea Reservations (01) 611 0560

Regional Sales Manager Amanda Middler T +44 (0)7961 997 561 E AmandaM@silversea.com Inside Sales Support Cathy Bradley T +44 (0)20 7340 0770 E CatherineB@silversea.com

and you can select which badges to complete based on your individual needs and interests. More badges will be released as Silversea’s products grow and evolve. Become a Silversea expert at www.silverseaacademy.com MySilversea MySilversea is a dedicated personal profile area for both our guests and travel agent partners; enabling you to view and manage bookings, customise your client’s onboard experience, arrange activities prior to your client’s voyage, and access a host of additional trade-friendly features such as marketing tools. Dinner reservations can be pre-booked in advance, as well as shore excursions, beauty, spa and fitness services. Register at my.silversea.com Online Booking Tool The Silversea booking tool is available to you and can be accessed directly from your MySilversea account. Our Booking Tool features include: • Easy online payment, instantly confirmed • Quickly check suite availability and access real-time pricing • Create multiple quotes and send them directly to your clients • View and share day by day voyage itineraries with your clients • Add air gateways and apply air promos on eligible voyages • Access to ship and suite info – deck plans and suite layouts

Brochure distribution Automatic file copies of brochures will be sent on launches. At all other times, please order brochures through www.trade-gate.co.uk or email salesuk@silversea.com.

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Cruising Thomson Cruises

All aboard Marella Cruises as Thomson Cruises sets sail for the first time under a new name Marella Cruises, part of TUI UK and Ireland, is the third largest cruise line in the UK. There are currently five ships in the Marella Cruises fleet, Marella Dream, Marella Cel-ebration, Marella Discovery and Marella Discovery 2 and Spirit which won’t take the Marella name as she leaves the fleet after her final sailing next Summer. New ship Marella Explorer will begin sailing in summer 2018. With Marella Cruises still part of the world of TUI, customers will still be offered fantastic itineraries, great service and entertainment on board every ship in the fleet, plus the friendliest staff at sea. The word Marella, which has Celtic origins and is said to mean ‘shining sea’, was chosen by the company to reflect its spirit of exploration and discovery across the seas. Those choosing a Marella Cruises holiday will be able to take advantage of flights on their doorstep across three regional Irish airports, as well as a wide Cruise & Stay programme that combines a cruise holiday with a stay at one of more than 30 hotels across five destinations worldwide, including the luxurious TUI Sensatori collection.

Trade Relations Manager Leila McCabe E Leila.mccabe@falconholidays.ie T 01 486 2667

All of the extras that customers have grown to know and love with a Thomson Cruises holiday will still be offered with Marella Cruises, such as tips and service charges included in the price. Four ships from the Marella Cruises fleet are available to Irish customers for 2018. • Marella Explorer (new for summer 2018) – Sails from Palma with flights from Dublin, , Shannon and Cork • Marella Discovery 2 – Sails from Corfu with flights from Dublin • Marella Dream – Sails from Palma with flights from Dublin and Cork • Spirit – Sails from Malaga with flights from Dublin.

79


BEST SPECIALIST CRUISE COMPANY


Cruising Uniworld

About Us: Uniworld Boutique River Cruises offer all-inclusive luxury river cruises on our fleet of 17 ships. We have 35 itineraries and offer voyages on more than a dozen of the world’s most scenic rivers, including itineraries in over 20 countries in Europe, Russia, Egypt, India, China, Vietnam and Cambodia. Our award-winning ships have the highest staff-to-guest ratio in the river cruise industry and are renowned for their world-class gourmet cuisine, impeccable hospitality and numerous other allinclusive benefits. Unique Selling Point We are the only truly all-inclusive river cruise company on sale within Ireland, even including gratuities in the overall price. As the world’s only authentic boutique river cruise line, Uniworld is renowned for its one-of-a-kind ships, stylish décor, thoughtful personal touches, welcoming ambiance, superb cuisine, and gracious service.

Target Audience Our target audience is primarily 45 years plus on our cruises, we have a number of dates that take in multi-generation cruises. We sell mainly to the English speaking world, so you won’t have any other languages repeated on-board.

www.ttc.com www.uniworld.com Contact Details The Travel Corporation, Travel House, 27 Merrion Square, Dublin 2 Reservations Call us free phone T 1800 98 98 98 and select option 2 E reservations@uniworld.ie

Sales & Marketing office Business Development Charlie McNally T 01 775 3804 E charlie.mcnally@ttc.com Sales & Events Carol Hurley T 01 775 3803 E carol.hurley@ttc.com

Our all-Inclusive concept includes

Country Manager Marketing & PR Sharon Jordan Marissa Beck Once you are on the ship you do not need to worry M 086 782 3911 T 01 775 3805 about anything. The river cruises are all inclusive E sharon.jordan@ttc.com E marissa.beck@ttc.com and include everything from the gratuities onboard and onshore, all meals onboard, unlimited beverages onboard, carefully crafted Payment terms daily shore excursions, all scheduled airport transfers, A deposit of at least 10% of the cruise/tour fare per person entertainment and cultural enrichment programs onboard is required within 3 days of booking or the reservation will as well as the Internet and Wi-Fi access onboard. be automatically cancelled. The balance of the price of the travel arrangements must be paid at least 120 days before Sales and marketing the departure date, or as advised at the time of booking and TTC provides strong commercial terms and override stated on the confirmation invoice. commission possibilities. We are also delighted to work with any travel agency on the individual basis for any inBrochure distribution house marketing strategy. We offer a full and dedicated Brochure distribution is via RTS. To order any of our sales support team based in Dublin and on the road. brochures, please email carol.hurley@ttc.com

Agent Concessions

We offer an ongoing promotions and incentives for all agents. Any personal holiday requests should be emailed to Sharon Jordan at: sharon.jordan@bookttcie.com, and discounts will be offered on an individual basis. We strongly encourage agents to take our holidays and experience them first hand for themselves.

Training & Familiarisation trips Travel centres’ agents will be offered places on all fam trips and training sessions. Video library: http://uniworld.ie/media-center/videocenter

General Information TTC agrees to partner with the Travel Centres in respect of its annual conference and supplier workshop. The company also agrees to maintain a dedicated phone line 1800 98 98 98 for reservations and 01 775 3803 for internal sales and support. Members are reminded that our negotiated commercial terms are strictly private and confidential and their contents may not be revealed to any third party under any circumstances. Failure to adhere to this confidentiality may result in these enhanced commercial terms being summarily withdrawn without notice. Please make all cheques and payments out to The Travel Corporation Ireland Limited.

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SAY HELLO TO OUR NEW ARRIVAL. When our new big ship launches in Summer 2018, she will not only travel on our Dublin-Holyhead route, but also from Ireland to France. And as we’re delighted to continue as Travel Centres’ Preferred Ferry Partner for 2018, that means bigger choice, larger capacity and even greater luxury on offer for your customers. With our exceptional standards, optimum schedules and great value fares, it’s no surprise that Irish Ferries remains Ireland’s favourite ferry company.

Get in touch: Ireland Trade Support 0818 300 400 tradesupport@irishferries.com www.irishferries.com

BEST FERRY COMPANY

BEST FERRY COMPANY

M229


Ferries Irish Ferries

AGENT ONLINE BOOKINGS: • Book online for our lowest fares guaranteed • No telephone service fees • Real time information on departures & arrivals - with our 24hr Sailing Update • Easy accessible information on routes, vessels (including cabin types & facilities) and all special offers • All service questions answered on-line • Latest offers and deals from Irish Ferries Holidays • A hugely simplified booking process • Recall and amend a booking • Order Haven brochures online To register to use the Agent Online facility please log on to www.irishferries.com/agent-online.

CONTACT DETAILS: TELEPHONE Republic of Ireland Travel Agents 0818 300 400 Northern Ireland Travel Agents 00353 818 300 400 LINES OPEN Monday - Friday 8.00 - 19.00 Saturday 8.00 - 16.00 Note - dial 2 to access our Travel Agents Priority Line 24 HOUR SAILING UPDATE: Call 0818 300 400 (Choose Option 1) EMAIL Agent Support tradesupport@irishferries.com Holidays holidays@irishferries.com Group enquiries groups@irishferries.com


THEBESTBI TSABOUTUS Ourmoneys avi ngUKex c l us i v et i c ket sar e amus t hav ef orens ur i ngy ourc us t omer c l i nc hesagr eatdeal Manyofourt i c ket sbenef i tf r om f as tt r ac k ent r yandot herf abul ousper ks Popul arat t r act i onss el l outwayi nadv anc e, pr bookwi t hust oguar ant eeent r y . . . eandpl ent yofs mi l es Et i c ket sof f ert hatext r al ev elofs ec ur i t y andeas e. Los et hem?J us tpr i ntt hem agai n!

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Ground Arrangements Attraction World

Attraction World is the award winning, leading supplier of theme park tickets, excursions and experiences to the UK & Irish retail travel trade. We offer the best rates of commission and many exclusive tickets across an unrivalled product range of over 8,000 experiences in over 50 countries - guaranteed to have something for everyone! www.attractionworld.com

So why should they buy before they fly?

Tenerife

With many money saving ticket options now available to prepurchase and as stated above often EXCLUSIVE to buying in advance it surely is down to you as a travel agent to point out the benefits of buying in advance! It’s a WIN/WIN situation… YOU improve your customer service and ultimate bottom line, whilst improving your customer’s overall preholiday experience. They don’t want to waste time queuing or worst still face disappointment in resort if they cannot get to do what they want on the day they want.. it’s your duty to give them a holiday of a lifetime with the memories that go with it and we are here to ensure you do!

Contact: Encompassing Attraction World Limited Europe’s no.1 3&4 Regal Court state-of art 6 Sovereign Road water park, Kings Norton Business Centre Siam Park Birmingham and its twin B30 3FJ sister, Loro Parque – here Sales Support are two great Lauren Chaney experiences E salesupport@attractionworld.com every family T 0121 411 9018 visiting Tenerife should enjoy. Attraction World Helpline What’s more (for all booking queries) Attraction E callcentre@attractionworld.com World is proud T 00 44 121 486 0300 to have an EXCLUSIVE offer on all tickets sold. We will offer your guests between ¤5 and ¤10 PER PERSON to enjoy spending in Siam Park when they prepurchase tickets - no strings – honest!

And there’s more good news! We offer your customers the chance to budget for their excursions as these can often be quite costly. Just €25 per person offers peace of mind and secures the booking plus we guarantee the price will not change. Another good reason to book in advance!

Now let’s talk shop! It’s not rocket science.. we are simply offering you the opportunity to pre-sell tickets to the world’s greatest theme parks and attractions. Here are a few of our top sellers and the reasons why …

Florida The Theme Park Capital of the World without a doubt! With so many exclusive tickets that offer unbeatable value for money it would be sheer madness for your customers not to pre-buy. Best selling tickets currently include: • The ONE (our own exclusive ticket) that allows customers to enjoy 14 unlimited days’ admission to all the main parks at one unbeatable price – literally saving your customers ¤100’s on their tickets. This is a no brainer – particularly for those first timers who want to sample a little of everything Florida has to offer. • Disney’s Ultimate Ticket valid for 14 days. another exclusive ticket that allows customers to enjoy 14 days of Disney at an unbeatable price. This is no Mickey Mouse ticket – this is the real deal! • Discovery Cove – although not exclusive to pre-purchase we CAN guarantee your customers entry. This attraction is limited to just 1000 guests a day and in peak dates is guaranteed to sell out months in advance - make sure your customers don’t miss out!

It’s all about the Cities! Don’t forget to make the most of adding attractions to City Breaks both in Europe and the USA. Look out for our brand new GOSEEDO options – offering some of the best attractions the city has to offer at one unbeatable price! Check out GOSEEDO Rome, Paris, Barcelona, New York for starters…

UK Theatre Breaks Not only do we offer a mind blowing choice of tickets to ALL the main London theatre shows with the added advantage over our competitors of being able to show you exact seats before you book, we can now offer you a great range of hotels too - ranging from 2* budget up to 5* luxury and as always the choice is yours... Of course this is just a very small snapshot of our product but will hopefully give you a little taster into the wonderful world of attractions that are out there just waiting for YOU to add that little bit extra professionalism and customer service to every potential customer who comes through your door. Whether it be Florida or the Far East, Dublin or Dubai just make sure you ask the question as to what they want to do when they get there!

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Be st Holidays in ITALY www.bestholidaysinitaly.com


Ground Arrangements Best Holidays In Italy

About Us: Best Holidays in Italy is a team of dedicated travel specialists, who are native of the various regions of Italy and have detailed knowledge of our territories to provide the best recommendations for a truly unforgettable holiday in Italy. What’s New For 2018: Best Holidays in Italy has put together an extensive range of travel services featuring selected accommodation to suit all budgets and unique activities, such as: • Cruise extension packages from all Italian ports of call of major cruise companies (MSC, Costa, Royal Caribbean) • Guaranteed-Departure excursions and activities (rickshaw tours, segway tours, city bike tours, street food tours, guided city tours, shopping tours) • Vintage FIAT 500 and Vespa tours • Guaranteed-Departure Escorted Tours • Cherry-picked hotels in all major Italian cities • Extensive selection of villas and self catering properties • Active holidays (bike and walking) • Ski holidays • Opera and music breaks All our products are tailored to offer authentic experiences and to provide an insight to how the locals live: cookery classes, truffle hunting, traditional festivals, seasonal activities like the grape harvest, visits to off-the-beaten-track destinations.

www.bestholidaysinitaly.com General info: info@bestholidaysinitaly.com Sales email: sales@bestholidaysinitaly.com T 01 254 4280 M 087 917 0517 Skype: bestholidaysinitaly Website: www.bestholidaysinitaly.com Twitter: @be_italy Facebook: facebook.com/bestholidaysinitaly Instagram: instagram.com/bestholidaysinitaly

Co-Op Policy: Best Holidays in Italy is happy to assist agents who proactively promote our product range. Campaigns must be agreed in advance and must relate to either online, print or radio media.

Amazing Net Rates We offer excellent net rates, meaning great value for you, as well as your customers.

Why Book with us?

Training/Fams:

• Unique and authentic holiday experiences selected by Italian travel specialists • 100% insured and protected • Team of onsite regional experts • Unrivalled knowledge and unparalleled expertise of the Italian territories • Excellent value for money • Bespoke and flexible holiday solutions for your clients.

We participate in Travel Centres Webinar programme but can also provide one-to-one and one-to-many training on site with specific agents. Travel Centres’ agents will be offered places on all FAM trips and training sessions.

Destinations Served:

Payment Terms: Payment terms and cancellation penalties and procedures are as per our Booking Conditions (on www.bestholidaysinitaly. com and on our brochure).

The whole of Italy, all regions from North to South.

Brochure Distribution:

Target Audience:

To order our brochures please email: info@bestholidaysinitaly.com.

All people who love Italian culture, architecture, scenery and especially food & wine; people who are looking for something different, like active & sport holidays; people who like exploring and travelling independently to discover authentic spots.

General Information: Best Holidays in Italy agrees to partner with Travel Centres in respect of its annual conference and supplier workshop.

We offer holidays to cater for couples, families, over 50s, solo travellers, honeymooners, wedding parties and so much more.

87


Your PUGLIA travel specialists in Ireland www.discoverypuglia.com


Ground Arrangements Discovery Puglia

ABOUT US: Discovery Puglia is the specialist of holidays in Apulia, the heel of the Italian boot; we provide any ground arrangements for individuals and groups. Our range of services includes accommodation (from budget to luxury, from self-catering to all inclusive), transfers, guided tours, cookery classes, food & wine tastings, bike tours and outdoor activities such as grape harvest, golf and water sports. What’s New For 2018: • Cruise extension packages from all ports of call of major cruise companies (MSC, Costa, Royal Caribbean) • Guaranteed-departure escorted tours • Guaranteed-departure excursions and activities (rickshaw tours, street food tours, guided city tours, shopping tours) • Extensive villas and self catering properties collection • Cherry-picked seaside resorts, ideal for families, with flexible stays and within walking distance to cities and villages • Expanded range of active holidays such as walking tours, self guided bike tours and e- bike tours, including guaranteed-departure escorted bike tours • Selection of cross-regional itineraries to discover Matera, UNESCO World Heritage Site, European Capital of Culture for 2019 and filming location for “The Passion of Christ” by Mel Gibson.

Why Book with us? • Unique and authentic holiday experiences selected by the only Apulian travel specialists in Ireland • 100% insured and protected • Live like a local • Unrivalled knowledge and unparalleled expertise of the Apulian territory • Excellent value for money • Bespoke and flexible holiday solutions for your clients. Discovery Puglia doesn’t offer a mere holiday but a true experience; our packages include personally selected properties, authentic accommodation (ie. farmhouses, trulli, historic homes) and traditional activities to discover local culture and meet local people.

Destinations Served:

www.discoverypuglia.com General info: info@discoverypuglia.com Reservations email: reservations@discoverypuglia.com Support email: support@discoverypuglia.com T 01 254 4280 M 087 917 0517 Skype: discoverypuglia Website: www.discoverypuglia.com Twitter: @discoverypuglia Facebook: https://www.facebook.com/discovery.puglia Instagram: instagram.com/discoverypuglia

Co-Op Policy: Discovery Puglia is happy to assist agents who proactively promote our product range. Campaigns must be agreed in advance and must relate to either online, print or radio media.

Staff Incentives: In addition to the enhanced commercial terms that Travel Centres members enjoy with Discovery Puglia, Discovery Puglia will also offer additional individual incentives on a performance basis throughout the year.

100% Commissionable: We offer excellent rates of commission and every part of every holiday sold is commissionable, meaning great value for you, as well as your customers.

Training/Fams: We participate in Travel Centres Webinar programme but can also provide one-to-one and one-to-many training on site with specific agents, subject to availability/eligibility. Travel Centres’ agents will be offered places on all FAM trips and training sessions.

Puglia, in the south-east of Italy.

Cancellation Policy:

Target Audience:

Cancellation penalties and procedures are as per our Booking Conditions (on www.discoverypuglia.com and on our brochure).

All people who love Italian scenery, history, culture, architecture and especially food & wine; people who are looking for something different, enjoy cookery holidays, wine and organic produce; also people who like exploring and travel independently to discover authentic spots. Some areas of Puglia are perfect for those into walking holidays, bike tours and wild life. We offer holidays to cater for couples, families, over 50s, solo travellers, honeymooners, wedding parties and so much more.

Brochure Distribution: To order our brochures please email: info@discoverypuglia.com

General Information: Discovery Puglia agrees to partner with Travel Centres in respect of its annual conference and supplier workshop. 89


Ground Arrangements Do Something Different


Let Georgia fascinate you! What is Georgia in the reality? It’s a little country that can treat you with diverse food, natural wine, plenty of beautiful places, authentic experiences and amazing concerts held within the project “Check In Georgia” (in 2017 our country hosted world class musicians who play jazz, funk, electro, techno and rock with Aerosmith, Jamiroquai, Solomun, Paul Kalkbren-ner, nto, Martin Garrix and many others among them). We invite you to check the best of Georgia.

Georgia’s ancient and vibrant capital city - Tbilisi spreads out on both banks of the Mtkvari River, and is surrounded on three sides by mountains. The name Tbilisi derives from the Old Georgian word “tbili”, meaning warm. Archaeological studies of the region indicate human settlement in the area early as the 4th millennium BC.

The next closest historical place you can visit is the ancient capital of Georgia, Mtskheta. Just 20 km from Tbilisi, at the confluence of the Mtkvari and Aragvi rivers, the city is located on an ancient trade route. Svetitskhoveli Cathedral together with Jvari Monastery it is included into UNESCO World Heritage.

Gudauri is one of the best ski resorts in Georgia with well-developed

infrastructure, the greatest difference in altitude, and unlimited possibilities for freeride and back country (ski touring). The season in Gudauri begins in late December and lasts till the end of April. If you drive eastwards from Tbilisi, you will find yourself in the wine region Kakheti. Its major towns are Telavi, Kvareli, Sighnaghi, but many interesting sights are located among them. Alaverdi monastery is located 18 kilometers from Telavi and is one of the tallest religious buildings in Georgia. The surrounding courtyard is home to vineyards from which local monks make their own wine.

Borjomi is famous for its mineral water industry (which is the number one export of Georgia). Because of the supposed restorative and healing powers of the area’s mineral springs, it is a frequent destination for people who need spa and balneological treatment.

Batumi the “Pearl of the Black Sea,” as it is often called—is located in the Adjara region. You can spend a lot of time walking in the city or hanging out in its lovely cafes, but remember: the Botanical garden, fish market and national parks Mtirala and Kintrishi are also worth visiting! Another reason to visit Georgia is its cuisine and wine. First thing people discover in Georgian cuisine is khachapuri, a cheese bread or cheese pie. There are many kinds of them: the most popular one is Imeretian (Imeruli), flat one with cheese inside. Megrelian (megruli) has cheese everywhere – both inside and outside. There is also khachapuri on skewer, more rare kind of this pastry. And you will never forget real Ajarian (Ajaruli) khachapuri: a boat filled with cheese, a piece of butter and egg. Or two. Or three. Depends on size of the boat – you can order even “Titanic”! And of course, as one of the most typical dishes, order Khinkali, dumplings with different fillings. Never eat them with fork, use your hands and mouth. Maybe add some black pepper, if you like. Georgia is recognized as cradle of wine even by UNESCO, as the archeologists discovered some artifacts proving that culture of winemaking existed at this territory already 8000 years ago. So, if you are in Georgia, try local wine. It is very natural and good. Whenever you decide to visit Georgia, you will be amazed by its raw beauty and ancient culture, techno scene of Tbilisi and cozy cafes of Batumi, vineyards of Kakheti and mountains of Svaneti. Remember: you are always welcome!

www.georgia.travel www.checkingeorgia.gov.ge/en


Ground Arrangements Georgia

Let Georgia fascinate you! What is Georgia in the reality? It’s a little country that can treat you with diverse food, natural wine, plenty of beautiful places, authentic experiences and amazing concerts held within the project “Check In Georgia” (in 2017 our country hosted world class musicians who play jazz, funk, electro, techno and rock with Aerosmith, Jamiroquai, Solomun, Paul Kalkbrenner, nto, Martin Garrix and many others among them). We invite you to check the best of Georgia. Georgia’s ancient and vibrant capital city - Tbilisi spreads out on both banks of the Mtkvari River, and is surrounded on three sides by mountains. The name Tbilisi derives from the Old Georgian word “tbili”, meaning warm. Archaeological studies of the region indicate human settlement in the area early as the 4th millennium BC. The next closest historical place you can visit is the ancient capital of Georgia, Mtskheta. Just 20 km from Tbilisi, at the confluence of the Mtkvari and Aragvi rivers, the city is located on an ancient trade route. Svetitskhoveli Cathedral together with Jvari Monastery it is included into UNESCO World Heritage. Gudauri is one of the best ski resorts in Georgia with welldeveloped infrastructure, the greatest difference in altitude, and unlimited possibilities for freeride and back country (ski touring). The season in Gudauri begins in late December and lasts till the end of April. If you drive eastwards from Tbilisi, you will find yourself in the wine region Kakheti. Its major towns are Telavi, Kvareli, Sighnaghi, but many interesting sights are located among them. Alaverdi monastery is located 18 kilometers from Telavi and is one of the tallest religious buildings in Georgia. The surrounding courtyard is home to vineyards from which local monks make their own wine. Borjomi is famous for its mineral water industry (which is the number one export of Georgia). Because of the supposed restorative and healing powers of the area’s mineral springs, it is a frequent destination for people who need spa and balneological treatment.

Batumi—the “Pearl of the Black Sea,” as it is often called— is located in the Adjara region. You can spend a lot of time walking in the city or hanging out in its lovely cafes, but remember: the Botanical garden, fish market and national parks Mtirala and Kintrishi are also worth visiting! Another reason to visit Georgia is its cuisine and wine. First thing people discover in Georgian cuisine is khachapuri, a cheese bread or cheese pie. There are many kinds of them: the most popular one is Imeretian (Imeruli), flat one with cheese inside. Megrelian (megruli) has cheese everywhere – both inside and outside. There is also khachapuri on skewer, more rare kind of this pastry. And you will never forget real Ajarian (Ajaruli) khachapuri: a boat filled with cheese, a piece of butter and egg. Or two. Or three. Depends on size of the boat – you can order even “Titanic”! And of course, as one of the most typical dishes, order Khinkali, dumplings with different fillings. Never eat them with fork, use your hands and mouth. Maybe add some black pepper, if you like. Georgia is recognized as cradle of wine even by UNESCO, as the archeologists discovered some artifacts proving that culture of winemaking existed at this territory already 8000 years ago. So, if you are in Georgia, try local wine. It is very natural and good. Whenever you decide to visit Georgia, you will be amazed by its raw beauty and ancient culture, techno scene of Tbilisi and cozy cafes of Batumi, vineyards of Kakheti and mountains of Svaneti. Remember: you are always welcome!

Websites to check: www.georgia.travel www.checkingeorgia.gov.ge/en

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Ground Arrangements Keith Prowse

Keith Prowse provide an extensive selection of entertainment tickets and packages, sports breaks, theme park tickets, sightseeing, attractions, theatre and more, helping you make the most of your clients’ holiday. Our sister brand Institute For Culturetravel offers small group tours to the world’s greatest opera houses, concert halls and opera and music festivals as well as the option of tailormade travel for those who wish to travel independently. Unique Selling Points We are Irish owned and operated, we are fully bonded under TA0231. We are renowned for offering excellent customer service from our small but dedicated team in Dublin. We are a niche operator selling unique products and our mission is to deliver on quality, experience and service. We typically offer four-star standard hotels. We have insider knowledge of the theatre scene in both London and New York and insider knowledge of the opera and music venues in Europe.

Target Audience Our products and experiences are aimed at those looking for that extra special holiday experience.

Sales / Marketing We promote our products across a small number of media outlets and are a preferred supplied to the Irish Times Travel Service. We send out regular e-shots advising agents of our best offers. We can also provide window flyers for any of our products. And now for weekly updates and special promotions, agents can connect with us on Facebook and Twitter. We keen to work with and support Travel Centre members who are interested in working with us to increase sales in 2018 and are happy to work with any individual Travel Centre member for in-house marketing support.

Agents Commission Different levels of commission are paid on different products, as per the commercial agreement. In addition, we offer monthly incentives so watch out for these in 2018.

Keith Prowse Theatre See the best of London’s West End with Keith Prowse. We offer the best London Theatre Breaks in town! Our packages combine top price seats with a range of London hotels making for a fabulous theatre break away. Choose from a fantastic choice of West End shows. You can also round off any of our London packages with our great value dining options, and sightseeing, add a trip on the London Eye, a ticket to Madame Tussauds or a hop-on/hop-off sightseeing tour. With so much to see and do in London, booking a Keith Prowse Theatre Break is a perfect way to explore London.

www.keithprowseattractions.com www.instituteforculturetravel.ie Keith Prowse Booking Line: T 01 878 3500 E reservations@keithprowse.ie Institute for CultureTravel Booking Line: T 01 888 7840 E reservations@instituteforculturetravel.ie Contact Details: 9 Marlborough Court Marlborough Street Dublin D01 C624

Keith Prowse Sport See the best in sport with Keith Prowse. We offer Wimbledon, the ATP World Tennis Finals, UK Premiership, La Liga, Serie A and the Hungarian Grand Prix.

Keith Prowse Christmas Breaks See Europe’s best Christmas Markets with Keith Prowse. We offer Berlin, Budapest, Vienna and Prague and have some exciting new destinations for the 2018 programme.

IFC Opera, Ballet and Music Breaks IFC offer a wide range of opera, ballet and music breaks. Our tours for 2018 include Andre Rieu in Berlin, Prague and Vienna, Prague Winter Opera Festival, Dresden Music Festival, Bach Festival in Leipzig, Brezenz Summer Opera Festival, Verona Opera Festival, the Berlin Philharmonics in Berlin and Opera in Prague, Vienna, Berlin, Paris.

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Rail travel allows you to truly experience a place while avoiding baggage allowances, airport security and long waits in departure lounges. Book with Railshop.ie today and enjoy the journey.

t 01 882 8679

| e railshop@atts.ie | w www.railshop.ie


Ground Arrangements RailShop.ie

ABOUT US: RailShop is Ireland’s leading Award winning International Rail provider. An Irish company (a division of ATTS Travel Representation Solutions Ltd). We specialize in the sale of International Rail tickets, Rail Passes and Luxury Trains for travel worldwide. Why book with RailShop : • The only International Rail Reservations company in Ireland • Amtrak, DB Bahn, Eurostar, SBB, SNCB Europe, SNCF Voyage, Thalys, Trenitalia, Renfe, UK Rail, Heathrow Express, Via Rail and many more Rail Operators. • Luxury train market – Belmond Orient Express, Rocky Mountaineer, Golden Eagle Luxury Trains • Scenic rail journeys throughout Switzerland, Austria, France and other European countries • Special Group rates • eticketing and TODs (paper tickets for some destinations) • InterRail Global and one Country passes in Europe, Rail passes for the UK, Scandinavia, Japan, China, Australia, the USA and Canada • Competitive prices • InterRail Pass, itinerary planning and reservations all in one • Travel Agents nationwide use our service • Voted best Rail Company ITTN Awards 2015 and 2016 • Fast turnaround, response same business day for enquiries

Let’s build business together in 2018: We are passionate about International Rail! Our expert team can take the pain out of finding the best train options for your clients. Time is money, within a month, savvy travel agents can save 10 times more of their time by using RailShop for all their International train journey enquiries. Don’t shy away from selling International Rail, RailShop can partner you to success in 2018.

“Time is money, let RailShop save it for you”

www.railshop.ie Contact : RailShop 93b Lagan Road Dublin Industrial Estate Glasnevin Dublin 11 T 01 882 8680 E railshop@atts.ie W www.railshop.ie

Destinations Covered: Our experienced staff can offer customers point to point rail tickets for extensive destinations in the USA, Canada, Russia, UK and Mainland Europe and a comprehensive range of rail passes.In addition to InterRail Global and one Country passes in Europe we can provide rail passes for the UK, Scandinavia, Japan, Australia and the USA, all at competitive prices. Whether you are booking your clients for business or pleasure RailShop can provide you with the rail product you need. If your tickets cannot be issued as etickets or tickets on departure we will issue and post your tickets to you. If you have a specific product or journey that you cannot easily book on our website fill in our Journey request form and we will come back to you within one working day or email railshop@atts.ie or call us directly and a member of our Rail Team will be happy to assist you.

Agents Training: • •

Join our Breakfast Club Request a webinar

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Insurance Accident & General

Accident and General would like to thank Travel Centres for another great year! Your continued support over the last 12 months is very much appreciated. We are proud of the quality of our travel insurance and the fact that we are trade only. For those who have used us this year, you know of our great service – why not spread the word? What makes us special? • No Upper Age Limit • Cancellation cover for relatives pre-existing medical conditions (Platinum Plus) • Claims dealt with in 5 working days • Zero Ombudsman Complaints • Sales support, medical screening and claims all based in Ireland • Trade only – Exclusive coverage not available online • Travel Supplier Failure (Covers the Travel Agents) • Non-Operation of Flight included in Core policy We fully understand that Travel Centres reputation is of the utmost importance. That is why we offer an inclusive product range that has Gadget, Winter Sports, Hazardous Activities, Golf & Business and of course zero excess all in our core Platinum policy. Upgrade to our Platinum Plus policy, and you get the same fantastic cover, with higher levels and the added advantage of cancellation and curtailment cover due to a relatives Pre-Existing Medical Condition. Feedback from agents has suggested that this policy actually helps to sell the holiday!

All Travel Insurance is the same – isn’t it? Quite simply – No. A comparison of benefits tables gives an incomplete picture. The true worth of a travel insurance policy is found within the policy wording and at the time of a claim. A&G have learned a lot since we started selling travel insurance in 1969 and we believe our extensive coverage provides superior protection. Our customers agree as we have received zero ombudsman complaints in the last number of years.

Why is an inclusive policy important to you? It means that at point of sale you are confident in the cover you are providing to your client and that the policy you are selling contains the necessary cover they require. It also minimises the amount of questions that need to be asked of the client at point of sale to ensure adequate coverage. This is the hallmark of A&G- making sure your client is covered, with a straightforward sales journey supported by excellent after sales service.

Product Range • Single Trip (3 Levels of cover – Gold, Platinum, Platinum Plus) • Multi Trip (3 levels of cover, as above) • Explorer (Backpacker) (3 levels of cover, Silver, Gold, Platinum) • European Motor Breakdown.

www.accidentgeneral.ie Accident & General Burton Hall Avenue Sandyford Dublin 18 Telephone: T 01 874 8458 E sales@accidentgeneral.ie

Business Development: Craig Donnelly cdonnelly@accidentgeneral.ie Noel Kavanagh nkavanagh@accidentgeneral.ie Agent Support Manager Adrienne Cullen acullen@accidentgeneral.ie

In addition to the core travel products, we can offer:• event cancellation • cruise connection • non operation of flight (travel disruption) • natural disaster and much more . . .

Did you know? Accident & General innovate by constantly analysing claims and sales data while recognising the changing needs of Travel Agents and their clients. This helps us to tailor our policies to suit those needs. For example, this year we’ve included nonoperation of flight in our core policy – at no additional cost. We have also introduced a new Travel Supplier Failure policy which covers the Travel Agent. Here are some further examples: Here are some further examples:• Platinum Plus - cancellation cover for relatives pre-existing medical conditions • Platinum- Included in the price : • No excess, winter sports, hazardous activities, golf and business all included • Extensive personal property sections – e.g. mobile phones are covered and high single article limits • Family insurance – Children are Free on family policies. • Excess - No excess on Platinum or Platinum Plus. No increased excess for hazardous pursuits or winter sports. • And much more…

Technology A&G’s issuing system is straight forward and easy to use. The sale price can be changed and it protects both the agent and their clients by sending a clear medical warranty questionnaire and full policy documentation at the time of sale.

Interested and would like further information? Simply contact Craig – 01 874 8458 or email cdonnelly@accidentgeneral.ie 99


Travel Disruption & Excess Waiver included on all Premier Plus policies!

Travel Insurance COVER DETAILS INCLUDE:

• Cancellation up to €10k • Medical Expenses up to €10m • Personal Money and Documents

• Third Party Supplier Insolvency • Strike Cover • & More

Ireland’s Favourite Travel Insurance

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Insurance Blue Insurance

About Us: Blue Insurance Ltd is the industry’s leading supplier of Travel Insurance and also the preferred supplier of Travel Centres. We were once again voted Best Travel Insurance Supplier in 2017 with thanks to the support from all of our agents. Staff Incentives:

www.blueinsurance.ie

We offer a 25% discount on all Travel Insurance policies. We will also offer Travel Centres members a discount on our other insurance products including Home and Motor Insurance. A full list of our insurance products can be seen on our website.

Address: Plaza 255, Blanchardstown Corporate Park 2, Blanchardstown, Dublin 15

Key Selling Points: • Always ensure that the policy is issued at the time of the booking or deposit being paid. • Always advise clients of the terms and conditions relating to health check and ensure you keep a copy of the signed health check form on file for each client. • Capture clients private health insurance details where possible to ensure a cheaper quote for clients and remove the need to phone health check. • Offer all clients the option to add all the additional covers. • Be sure to enter clients full details when booking a policy including mobile number and email so that they will receive their confirmation by text and email. Top Tip: The email record will give you proof the client received full documentation.

Policy Age Limits: • • • •

Single Trip – 86 Years Annual Multi Trip – 75 Years Backpacker – 49 Years Winter Sports – 65 Years

Key Additional Covers: Travel Disruption Summary (Now free on our Premier Plus policy) • If a flight is cancelled or delayed for more than 12 hours it covers additional accommodation and travel costs up to €1,000. (Do not have to be checked in). • If a flight is cancelled or delayed for more than 12 hours then you can claim back up to €1,000 for irrecoverable unused travel and accommodation costs should you cancel. (Do not have to be checked in) • Claim back up to €1,000 for accommodation if you have to be moved from your current location or cut your trip short because of Flood, earthquake, volcanic eruption etc. • Covers cancellation or curtailment charges should the Foreign & Commonwealth Office or World Health Organisation advise against all but essential travel to the country or specific area you are travelling to. • Gives control of the situation and the added security should an airline cancel, delay or redirect a flight after take-off.

Telephone: T 01 247 8900 F 0818 484 485 E info@blueinsurance.ie

Clients Services and Product Manager Jason Whelan E Jason@blueinsurance.ie Admin Support: Amy E amy@blueinsurance.ie Barbara E barbara@blueinsurance.ie

N.B. 1. There is a 7 day moratorium period. The Travel Disruption extension is not valid until 7 days after the additional premium is paid. 2. Cannot claim for anything existing or being publicly announced on the date you purchase the cover or book the trip. (e.g. Strike, Closure of Airports etc.) Cruise Connection Summary Covers additional onward travel and accommodation expenses in reaching the next available embarkation point of the cruise itinerary if you fail to arrive at the original embarkation point in time due to failure of any scheduled public transport, the failure of your booked cruise ship, strike, industrial action or adverse weather conditions. N.B. You must allow sufficient time between schedule transports.

Training: Throughout the year if you require any additional training on our products or if you have new members of staff that require training then please contact Jason on 01 247 8900 and he will be happy to arrange training for a time that suits you. Blue Insurance Limited is also happy to provide sales training on how to sell the insurance product and how to maximise your sales.

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IT Specialists for the Travel Industry

Tec support are a leading Irish Managed IT Service provider.

Travel industry clients have trusted us for over 10 years to look after their IT Security and other IT solutions needs. We know your sector and have extensive experience integrating multiple GDS systems with travel agent CRM’s such as Dolphin & Amadeus. We provide for all your IT needs: •

Installing and maintaining your IT Systems.

Setting up and monitoring your IT Security solutions.

Advising on collaborative solutions such as Office 365 .

Integrating multiple GDS systems with your CRM tools.

Sourcing the perfect hardware.

E: hello@tecsupport.com

www.tecsupport.com

Tel: 1890 987 900


Technology

Keep your travel business, your TecSupport with customers and your staff secure our dedicated IT Security Solutions.

Key Services : IT Security: Back up and Disaster Recovery: We will guide you through our broad range of security products and services to find the fit that works best for your business such as: • Anti-virus • Anti-spam • Firewall • Encryption • Backup solutions

Why choose tec support? • •

• • • • • •

ISO 27001 certified. Cyber Essentials accreditation. Microsoft Gold Certified Partner. Team of certified experts. Dell Preferred Partner. At the cutting edge of technology. Best practise IT Security & Software Solutions. Best value hardware options.

Managed IT Our Managed IT service can be tailored to suit any budget to cater to your individual needs. It could include any of the following : • A managed helpdesk • Onsite and offsite support • Monitoring and maintenance checks • Data and IT security • Cloud Computing • Hardware • Networking to include wireless solutions Hardware: Our partnerships with industry leaders allow us deliver the best price on all brands of IT related hardware such as : • Large servers • Network equipment • PC /laptops • Printers

Did you know? One of the greatest risks to your IT Security is your people! Book our Security Awareness Training Course for your team and :

Our locations : Galway, Carrick-on-Shannon, Dublin. Phone: 1800 987 900

Educate your team on IT Security

Minimise your risk of cyber attack

Increase the monitoring of your IT system Call 1890 987 900 to book today!


Technology Travelport

Travelport is a leading travel technology company facilitating travel commerce. We do so, by connecting the world’s leading travel providers, such as airlines and hotel chains, with online and offline travel agencies. Travelport is a highly-differentiated travel technology and commerce platform, processing approximately $79billion of travel spending each year. We do so much more than basic point-to-point air travel, we specialize in the more complicated itineraries, characterized by long-haul leisure and managed corporate travel that involve more than just the air component. Our business to business (B2B) Travel Commerce Platform combines groundbreaking technology with industry leading features, functionality and innovative solutions. Over the last 5 years, we’ve invested $1 billion investment in technology enablers such as cloud, mobility, AI, machine learning, APIs, plus data and analytics to lead in:

• • • • •

Airline merchandising and personalization Hotel & car hire content and capability Beyond Air distribution Mobile travel technology E-Commerce design, development, and provision of commercial payment solutions

By aggregating travel content across approximately 68,000 travel agency locations representing over 234,000 online/ offline travel agency terminals worldwide, serving millions of end consumers globally. Our leading global travel provider content helps attract more travel bookers onto our platform - driving greater value for the travel providers, increasing their addressable customer base. Travelport-connected travel agents benefit from innovative technology solutions and unique merchandizing capabilities, which help them drive high performance in travel, accelerate efficiency, work smarter and provide optimal customer experience through our award winning Travelport Smartpoint. We have 650,000 hotel properties including 500,000 are independents, over 37,000 car rental locations and sold over 65 million hotel room nights and over 94 million car rental days in 2016. In air commerce terms, some 400 airlines, from leading low-cost to network carriers, are fully bookable in our system, presenting their website content in the indirect channel -a functionality pioneered by Travelport within the GDS space enabling airlines to bring the same content they show on their websites into the indirect channel, we are the first GDS to achieve this status and are using it to bring a wide range of compelling content to the market.

www.travelport.com/ie Travelport Ireland Sales: E sales.ie@travelport.com Sales Team: T 01 602 0444

Over 230 airlines can show their full range of fare families to enable upsell of ancillary products. Having content drives better revenue per seat, this presents more revenue opportunities for travel agencies. To build on two acquisitions: Mobile Travel Technologies and Locomote we created Travelport Digital with a focus on improving the end-to-end customer experience through the provision of innovative digital travel solutions. In addition to industry-leading travel apps, Travelport Digital (based in Dublin) provides advanced mobile services, including real-time mobile messaging, day-of-travel solutions and ancillary upsell opportunities. Travelport Locomote, a corporate travel platform has significantly strengthened our offering to both corporates and TMCs from an end-to-end customer experience perspective. Empowering travel managers to drive change and achieve efficiencies by creating seamless experiences and integrated solutions from approval management to cost savings to duty of care. We have also expanded eNett, how travel agencies pay travel providers, beyond the core hospitality sector into air travel, including LCCs. eNett’s net revenue has grown from $2 million in 2011 to $150 million in 2016. A broad network of approximately 1,700 developers utilized our Travelport Universal API in 2016 to create their own applications and increase the robustness of our scalable systems. Our systems process up to 4 billion travel related system messages per day and approximately 18 billion API calls per month. Contact Travelport by email at sales.ie@travelport.com or phone the Dublin office on 01 6020444.

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Tour Operators Breakaway

About Us: Breakaway and Neenan Travel are an Irish owned family business, serving Irish Travel Agents since 1968. We celebrate our 50th Anniversary in 2018. We are the Official Irish distributor for Disneyland® Paris and offer a wide range of Cycling Packages under our Neenan Cycling brand. Breakaway: Disneyland® Paris 2018 Disneyland® Paris celebrates its 25th Anniversary. Feel the magic like never before, a once in a lifetime experience that’ll leave you starry-eyed and beaming for years to come • • • • • • • •

Disneyland® Paris celebrates its 25th Anniversary Two parks, Disneyland and Walt Disney Studios Over 50 world class attractions It’s not just for kids! You’re never too old to experience the magic 7 themed hotels Over 50 restaurants in the hotels, the parks and in Disney Village Pre-purchase meal plans Disney Village – shopping, bars, and restaurants

Seasons and Events • 25th Anniversary Celebration • Star Wars Season of the Force: 13th January to 25th March 2018 • Halloween Festival: October 2018 • Disney’s Enchanted Christmas Season • Magic Run Weekend – Half Marathon, 10k, 5k and kids races: 20th – 23rd September 2018

Unique Selling Points: • Breakaway’s Disneyland® Paris Online booking tool with a fast and easy to use agent’s portal • Live availability and easy to view discounts • Dedicated trade support by our Disney experts • Renowned for our service of excellence • White label and ATPI options available for your websites

Targeting Audience: Families, Teenagers, Couples

Sales/Marketing: We are happy and eager to work with our agents by supplying social media material, sales material, brochures, posters, flyers and assistance with advertising.

www.breakaway.ie www.neenancycling.com E admin@breakaway.ie E cycling@breakaway.ie Dedicated travel agents line: T 01 607 9999

Training We can provide online or onsite training for your staff.

Neenan Cycling The Irish Nation has gone bike mad, more and more people are enjoying the countless benefits that come with cycling. At Neenan Cycling we believe cycling is the best way to explore, discover & understand the places, cultures and landscapes of the world. We provide: Leisure Cycling Holidays: All levels of cycling catered for, no experience necessary. Holidays on a bike where you can get the chance to see the true beauty of a country at a leisurely pace with or without a tour guide. Group Training Camps: For riders of all abilities, where you can improve fitness when training for the next big event or take a leisurely break cycling with small groups. Spectator Events: Packages to international events where you can enjoy watching the professionals. Adventure and Culture Travel: If cycling isn’t for you we have adventure and cultural holidays on every continent sure to satisfy anybodies wanderlust. As an Official Irish Partner for Exodus Travels we sell journeys that take people into the heart and soul of a destination. Exodus tours are designed to showcase the best this planet has to offer.

Brochure Distribution Brochures are distributed 3 times during the year. Stocks of our brochures are held by RTS, please contact us if you wish to order more brochures.

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Tour Operators Contiki

About Us: Contiki invented group travel for young people in 1962 and have spent the past 55 years perfecting it. Contiki offers tours that explore amazing destinations with groups of 18-35 year olds from around the world who share a passion for adventure and wish to explore with likeminded travellers. Contiki offers over 300 trips around the world with plenty of departure dates and destinations to choose from. Unique Selling Point We know that no traveller is the same, which is why we offer eight travel styles to choose from to create a trip that is perfect for you. While creating the tours we strive to discover new things in every nook and cranny of the world. Contiki is well known for solo travelers, which means you do not need to travel as a couple or with friends, meaning you will have a ton of opportunities to make new friends.

Target Audience Contiki is all about exploring the world with likeminded people, which is why we only run trips for 18-35 year olds. As the tours are so diverse you can expect to join a group of travellers from around the world on our trips to Europe, Australia, North America, New Zealand, Asia and Latin America.

Sales and Marketing

www.ttc.com www.contiki.com Contact Details The Travel Corporation, Travel House, 27 Merrion Square, Dublin 2

Sales & Marketing office Business Development Charlie McNally T 01 775 3804 E charlie.mcnally@ttc.com

Reservations Call us free phone T 1800 98 98 98 and select option 3 E reservations@contiki.com

Sales & Events Carol Hurley T 01 775 3803 E carol.hurley@ttc.com

Country Manager Sharon Jordan M 086 782 3911 E sharon.jordan@ttc.com

Marketing & PR Marissa Beck T 01 775 3805 E marissa.beck@ttc.com

TTC provides strong commercial terms and override commission possibilities. We are also delighted to work with any travel agency on the individual basis for any in-house marketing strategy. We offer a full and dedicated sales support team based in Dublin and on the road.

Agent Concessions We offer an ongoing promotions and incentives for all agents. Any personal holiday requests should be emailed to Sharon Jordan at: sharon.jordan@bookttcie.com, and discounts will be offered on an individual basis. We strongly encourage agents to take our holidays and experience them first hand for themselves.

Training & Familiarisation trips Travel centres’ agents will be offered places on all fam trips and training sessions.

Payment terms The deposit of â‚Ź100 must be paid within the 7 days of booking or the reservation will be automatically cancelled. The full amount payable must be paid within 45 days of your departure.

Brochure distribution Brochure distribution is via RTS. To order any of our brochures, please email carol.hurley@ttc.com

General Information TTC agrees to partner with the Travel Centres in respect of its annual conference and supplier workshop. The company also agrees to maintain a dedicated phone line: 1800 98 98 98 for reservations and 01 775 3803 for internal sales and support. Members are reminded that our negotiated commercial terms are strictly private and confidential and their contents may not be revealed to any third party under any circumstances. Failure to adhere to this confidentiality may result in these enhanced commercial terms being summarily withdrawn without notice. Please make all cheques and payments out to The Travel Corporation Ireland Limited. Video library: http://www.contiki.com/videos

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WINTER 17/18

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Where to go, what you’ll need and the essential jargon buster

INSIDE: DOLOMITES • FUSS-FREE FAMILY SKI • KNOW YOUR APRÈS • THE LUXURY LIST

https://agent.crystalski.ie


Tour Operators Crystal

Crystal Ski are an award winning Ski Operator and for us, the mountain is everything. We love it as much as you do. We find the best places to ski and the most exciting mountains to spend time in. Unique Selling Points: We have a holiday to suit every pocket.

Destinations: Crystal Ski offer holidays to Austria, Andorra, Italy, France, Slovenia, Switzerland, USA and Canada.

Target Audience: Singles, Groups, Families,

Co-Op Policy: Crystal Ski will match any price that you or your clients come across from time to time as long as the comparison is on a like-for-like basis.

Co-Op Policy: Contact your local Travel Agent is featured on all our Press Advertising.

Sales/Marketing: In addition to the enhanced commercial terms that Travel Centre members enjoy with Crystal Ski. Crystal Ski will also provide an additional 10% discount for Travel Centre agents and partner on our Ski Products.

Agent Concessions: Voucher promotions run on all products throughout the year.

Training/Fams: We participate in Travel Centres Webinar programme but can also provide one-to-one and one-to-many training on site with specific agents, subject to availability/eligibility. Crystal Ski may operate small escorted fam tours from time to time and invitations to participate will be based on agent sales for the current season.

Cancellation Policy: Cancellation penalties and procedures are as per our published booking conditions.

Address: 18-19 Duke Street, Dublin 2

Operations: T 01 6533 510

Dedicated Reservations Line: T 01 6533 503

Website: https://agent.crystalski.ie

Credit Terms: Unless otherwise stated, all outstanding balances must be paid in full and cleared, at least ten weeks prior to departure. Crystal Ski reserves the right to cancel any bookings for whom a balance remains outstanding beyond the recommended time deadline.

Brochure Distribution: Brochure drops will be made at regular intervals and will be outsourced to a third party. Brochure supplies will be proportionate to previous years’ sales.

General Information: Crystal Ski agrees to partner with Travel Centres in respect of its annual conference and supplier workshop. The company also agrees to maintain a dedicated telephone line 01 6533 503 for reservations in order to streamline the services levels provided, particularly during the busiest booking periods. Full details of our commercial terms with Travel Centres are contained within a separate document that can be accessed through Travel Centres agent intranet, the link to which can be found on the Travel Bug web site. Members are reminded that these negotiated commercial terms are strictly private and confidential and their contents may not be revealed to any third party under any circumstances. Failure to adhere to this confidentiality may result in these enhanced commercial terms being summarily withdrawn without notice.

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Tour Operators Eurocamp

It’s the start of a different kind of holiday… At Eurocamp, we want to set your customers free from the daily grind and discover a different kind of holiday. We’ve spent over 40 years helping families and couples find their ideal active, cultural or relaxing holiday – this all begins with our choice of locations… Location, location, location Your customers can choose from over 180 specially selected parcs across Europe. You’ll find our parcs directly on the beach, at the foot of the mountains or close to capital cities –from the Costa Brava, French Riviera and the Italian Lakes, to Holland, Germany and Croatia.

Parc life We offer a wide range of locations – from traditional campsites to large holiday villages or resorts – which we call our parcs. Lots of parcs are packed with a variety of topnotch facilities including huge pool complexes, free kids’ clubs, sporting activities and even spas!

Camping, reinvented We offer a range of accommodation you won’t find anywhere else, including holiday homes such as Aspect, Avant, azure mobile homes. All customers will have their own outdoor space or decking and enjoy the feeling of stepping out onto grass, not concrete.

Flexible travel and timings We want customers to enjoy their holiday, their way. That’s why we we’re happy for them to arrive any day of the week, stay as little or as long as they like, and even stay at more than one parc. We can help with the getaway, too and will organise flights, ferry crossings and car hire to any of our parcs.

Designed for every stage of life • Preschool families – Guide your younger families towards our Little Eurocampers Paradise Parcs. These parcs have been designed for families with little ones; offering free baby and toddler clubs, safe accommodation and lots of toddler-friendly extras like safety gates and toilet steps. • Families with school & teenage kids – Let them know about our parcs that are great for Full on Fun or Explore and Adventure. Each is packed with activities and nearby locations that offer customers the chance to experience one or both of those kinds of holidays. Think vibrant resorts and beaches on the doorstep, or new water sports and stunning natural spots. • Adults –Show adults of all ages the top cultural locations we offer – we like to call these our Authentic Europe experiences. Here, they’ll find lots of local culture, wonderful flavours and chances to discover famous or even undiscovered sights. • Not forgetting Rover – Dogs aren’t just pets, they’re part of the family too. That’s why four-legged friends are welcome on all of our parcs from as little as €4.50 per night.

www.eurocamp.ie Address: Eurocamp, 78-80 South Mall, Cork

Agent Website: W www.eurocamp4agents.ie

Reservations: T 021 425 2300

Savings just for you Sound like your kind of thing? You can save up to 20% on your holiday with our special concessions for travel agents. Call us on (021) 425 2300 to find out more.

Eurocamp training We’re happy to come in and arrange in-house training for you and your team. Just give us a call: (021) 425 2300

Need more brochures? We’ll drop brochures off with you regularly, but if you need anymore, call: (021) 425 2300

Tickets Travel Agents can now download your customers tickets from your website www.eurocamp4agents.ie 4 weeks prior to your customers departure.

What to do if there’s a cancellation You’ll find our cancellation policy in our booking conditions, listed in our brochure and on our website: www.eurocamp.ie/information/booking-terms-conditions

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Tour Operators GTI - The Group Travel Specialists

GTI – The Group Travel Specialists, are an Irish owned and operated travel company, established in 2003, providing diverse and interesting escorted itineraries to unique destinations across the globe. From cultural holidays to top European destinations including Austria, Greece and Basque to long haul adventures visiting Vietnam, Myanmar & Nepal, GTI has a wide range of holidays to suit all budgets & requirements. What we do GTI specialise in escorted holidays, selling exclusively to the Irish Market. We provide high quality itineraries to unique destinations across the globe. Our specialist staff are experienced, passionate and the best in their field. The professional sales and operations staff at GTI delight in working with you to ensure clients’ needs are provided for. Our diverse categories include Cultural Holidays in Europe and Worldwide, Historical & Battlefield Tours, Agricultural Tours, Sports Tours, Activity Tours and Special Interest Holidays. Some holidays we are operating this year include Riches of Vietnam & Cambodia, The Beauty of Real Nepal, WW1: Flanders & The Somme, Cycling in Riccione, 5* Corfu Island Getaway and Basque, Bilbao & La Rioja

Why book with us? • • • • • •

Irish owned & operated Selling exclusively to the Irish Market Fully licensed & bonded (T.A.0533) Small, friendly groups Professional & innovative team We provide window flyers, tour information and other promotional material • Fully inclusive prices

What’s included in our holidays? • • • • • •

Return flights from Ireland including taxes & charges All internal flights Executive coach transfers Professional guides Hotel accommodation A selection of great guided tours & excursions

Target Audience GTI cater for clients across the board, with small friendly groups suitable for couples, friends, family and solo travellers alike. While our average age group would vary depending on the tour type, it is generally mid-forties upwards.

www.gti-ireland.com Contact Details T Dublin: 01 843 4734 T Call Cork: 021 735 5515 T Call NI: 028 9575 7215 E info@gti-ireland.com

Commission For Agents GTI are delighted to offer our fellow Travel Centre members a special commission rate of 10% of the base price per package sold (less taxes and charges) on all of our incredible tours for the first five bookings made, with a special rate of 11% per package thereafter.

Booking • To book phone us or book online at gti-ireland.com • An initial non-refundable/non-transferable deposit is required to confirm booking. Payable by cheque, bank draft, debit/credit card or by bank transfer • Passenger names must be provided as per passport at time of booking • We provide an Agent Invoice outlining commission rates • Balance payments are due 10 weeks prior to departure on receipt of invoice (note there is a fee of 2% on balance payments made with credit card) • Please see our website for full booking terms & conditions

Sales & Marketing GTI work closely with a number of media outlets to advertise and promote the growth of our brand. We promote our tours online on both our website and social media pages. We also advertise through national publications including The Irish Times, The Sunday Times and The Farming Independent.

Keeping in touch We provide window flyers and other promotional material on request so just ask! For weekly updates on new holidays and special promotions you can sign up to our dedicated Travel Centre Agents newsletter. Just let us know you would like to be added to our list. We can also connect with us on Twitter and Facebook. We also participate in webinar sessions and attend the annual Travel Centres Conference. 115


800 trips, 100 countries, one big real life experience. Welcome to the Intrepid way of travel! Small groups • Local leaders •Exploration and relaxation Real life experiences • Responsible touring

Find out more on our dedicated online agent hub, intrepidlovesagents.com, the industry portal for training agents in all things Intrepid. Take training modules, register for fam trips, download point of sale materials and enter our prize draw for every booking you make. Tel: 0808 274 5719 | Email: uk@intrepidtravel.com Visit: intrepidtravel.com | intrepidlovesagents.com


Tour Operators Intrepid

Small groups, big adventures. Intrepid Travel is a tour operator promoting Real Life Experiences with more than 800 adventures over 100 countries around the world. It means you will stay under the radar, travel the local way, eat the local way and sleep the local way. Intrepid Travel has come a long way since its humble beginnings in 1989. A company that began with two bearded backpackers, a typewriter and a kitchen table now leads 100,000 travellers across the globe each year. And although we’re a bit larger these days – with 1,000 local staff based around the world and over 800 different trips across every continent – our mission remains the same. We still get a kick out of responsible travel, small groups and very (very) big adventures.

Website: www.intrepidtravel.com Agent Portal: www.intrepidlovesagents.com

Unique Selling Points

John McGurk T 07415 650401 T john.mcgurk@intrepidtravel.com

• Small groups, with 10 people average • We travel with enthusiastic and knowledgeable local English-speaking tour guides • We use local suppliers and country-specific means of transport, if possible • We stay close to the locals, whether it is a log cabin, hotel, campsite and homestay • We operate in a responsible manner, incorporating the principles of sustainable development in the way we provide our travellers with real life experiences

Target Audience A typical Intrepid customer is open, friendly, easy-going and knows how to enjoy life. Intrepid customers want to escape the hustle and bustle of mass tourism and get to know new things. Our trips are for all ages, from the 19-year-old rookie backpacker to the retired couple living out their second adolescence. We’ve developed several trip styles for every budget as well as themes such as cycling, adventure cruising and food to cater for a diverse range of travellers. Also, over 60% of our customers are solo travellers, so it’s perfect for singles.

Address 4th floor, Piano house, 9 Brighton Terrace, Brixton, London Agent Sales T 0808 274 5719

Andrew Turner T 07901 914856 T andrew.turner@intrepidtravel.com

Why Sell Us • Departures guaranteed for nearly all destinations • Satisfaction guarantee: 9 out of 10 customers would travel with us again • 24/7 Customer Service • 90% own DMCs worldwide • No additional costs for solo travellers • International small groups – average size 10 • Travel Agent Incentives

Travel Agent Incentives • • • • • •

Great commissions Up to 60% Agent Discount Worldwide Fam Trips available 1 free Urban Adventure every year Dedicated BDM support Dedicated agent training hub – intrepidlovesagents.com

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INSIGHT EXPERIENCES

DELICIOUSLY AUTHENTIC DINING

TRAVEL AND STAY IN STYLE

SMALLER GROUP CAMARADERIE

SEAMLESS, STRESS-FREE TRAVEL

THE MAGIC OF AN INSIGHT EXPERIENCE WatchCopy Copy Tomislav, COpylifting oysters from the dazzling sea, before enjoying them with a glass of something chilled with your new friends.

Country Roads of Croatia: Ston, Croatia

AGENT RATES . AGENT INCENTIVES . E-LEARNING PROGRAM JOIN THE TTC AGENT ACADEMY TO BECOME AN INSIGHT TRAVEL SPECIALIST FOR MORE INFORMATION, VISIT TTC.COM/AGENTACADEMY, CALL 1800 98 98 98 OR SALES SUPPORT ON 01 775 3803

INSIGHTVACATIONS.COM #INSIGHTMOMENTS


Tour Operators Insight Vacations About Us: Insight Vacations is ‘in a class of its own’, providing premium escorted journeys that embody ‘The Art of Travelling in Style’. We’ll introduce you to Europe, the Eastern Mediterranean and North America, with destinations expertly brought to life by our renowned Travel Directors. Now is your time to take pleasure in authentic Signature Experiences, exciting regional cuisine and excellent hotels always hand-picked for their great locations in the heart of the action. Enjoy a variety of smaller-group touring styles guaranteed to suit your preferences and fulfil your travel dreams. Unique Selling Point Our magic comes from taking the hundreds of ingredients that go into each trip and with meticulous preparation and planning, weaving them into the perfect holiday. Every Insight holiday includes a unique collection of engaging, exclusive and authentic Signature Experiences. Included on each of our award-winning escorted journeys is travel on a luxurious coach with business class legroom and panoramic views, signature experience, authentic dining, signature and first class hotels and a highly-skilled Travel Director.

Target Audience The majority of Insight Vacations guests are 50+ with interests such as engaging in the destinations they visit, relaxing and hassle-free travel, interacting with local people and understanding destinations from their perspective and free time and leisure opportunities. We have a high repeat guest rate and our journeys are also very popular with solo travellers.

www.ttc.com www.insightvacations.com Contact Details The Travel Corporation, Travel House, 27 Merrion Square, Dublin 2

Sales & Marketing office Business Development Charlie McNally T 01 775 3804 E charlie.mcnally@ttc.com

Reservations Call us free phone T 1800 98 98 98 and select option 1 E reservations@insightvacations.ie

Sales & Events Carol Hurley T 01 775 3803 E carol.hurley@ttc.com

Country Manager Sharon Jordan M 086 782 3911 E sharon.jordan@ttc.com

Marketing & PR Marissa Beck T 01 775 3805 E marissa.beck@ttc.com

Our all-Inclusive concept includes

Payment terms

Insight Vacations escorted journeys include select meals, excursions and entrance fees (as detailed in itineraries), all airport transfers and complementary Wi-Fi onboard most coaches.

Deposit of €100 must be paid within 7 days of booking. The final payment must be made 45 days prior to departure.

Sales and Marketing TTC provides strong commercial terms and override commission possibilities. We are also delighted to work with any travel agency on the individual basis for any inhouse marketing strategy. We offer a full and dedicated sales support team based in Dublin and on the road.

Agent Concessions We offer an ongoing promotions and incentives for all agents. Any personal holiday requests should be emailed to Sharon Jordan at: sharon.jordan@bookttcie.com, and discounts will be offered on an individual basis. We strongly encourage agents to take our holidays and experience them first hand for themselves.

Training & Familiarisation trips Travel centres’ agents will be offered places on all fam trips and training sessions.

Brochure distribution Brochure distribution is via RTS. To order any of our brochures, please email carol.hurley@ttc.com

General Information TTC agrees to partner with the Travel Centres in respect of its annual conference and supplier workshop. The company also agrees to maintain a dedicated phone line 1800 98 98 98 for reservations and 01 775 3803 for internal sales and support. Members are reminded that our negotiated commercial terms are strictly private and confidential and their contents may not be revealed to any third party under any circumstances. Failure to adhere to this confidentiality may result in these enhanced commercial terms being summarily withdrawn without notice. Please make all cheques and payments out to The Travel Corporation Ireland Limited. Video library: https://www.insightvacations.com/eu/ community/video-gallery 119


AWARD-WINNING HOLIDAYS Unforgettable experiences with the ‘Which? Travel Brand of the Year 2017’ Riviera Travel is an award-winning brand consistently recognised for offering fascinating tours, luxury river cruises and other carefully crafted travel experiences. This year, we won three awards by Which? the UK’s largest independent consumer body – including the highly coveted ‘Travel Brand of the Year 2017’. What sets us apart are the outstanding quality and value of our holidays, and our commitment to the customer experience.

The world. Within reach At Riviera Travel, we aim to make each trip as memorable as possible. Our holidays bring the heartbeat of our destinations closer, as each fascinating place we visit is brought to life by expert guides whose knowledge and passion are unmatched. As we plan each holiday around our customers, we include the essentials and leave out the unnecessary, so exceptional travel experiences do not cost the earth.

For reservations contact our Dublin Office on 01-9056300 E-mail enquieries: help@rivieratravel.ie Tel: 01 905 6300 Fax: 01 905 6301 Visit: www.rivieratravel.ie


Every tour includes:

Tour Operators

• Visits and guided tours covering a destination’s must-see highlights and lesser-known gems Riviera Travel • Return flights plus hotel transfers • Hand-picked accommodation • Meals included vary by tour – generally daily breakfast is included on our European tours • The services of a Riviera Travel tour manager Every luxury river cruise includes: • Visits and guided tours covering a destination’s must-see highlights and lesser-known gems • Return flights plus ship transfers • Luxury accommodation on the finest river cruise ships with river views • All meals on board including welcome cocktails and the Captain’s Dinner • Complimentary on-board tea and coffee • Complimentary on-board Wi-Fi – connection speeds may vary • The services of a Riviera Travel tour manager and cruise director

Our price promise All our holidays are competitively priced and offer fantastic value for money. We guarantee there are never any hidden surcharges, no extras and no fees to be added later. We also do not inflate our prices or offer artificial discounts.

A carefully curated collection All our travel experiences are specially designed with our discerning customers in mind. Every detail is considered and verified by a member of our team before its inclusion in the final itinerary – from our selection of tour highlights to our hotels hand-picked for the best blend of comfort, location, quality, facilities and service. Riviera Travel offers more than 80 group tours across Europe and the world, led by dedicated tour managers and expert guides – many of these tours have special departures exclusively for solo travellers. We are the UK’s leader in river cruising, offering 13 itineraries along Europe’s most iconic waterways, from the Douro to the Danube. Our river-cruise ships are Swiss-built and operated, and primarily five-star rated. We also offer: yacht cruises along the Dalmatian Coast, Mediterranean small-ship and tall-ship cruises, transatlantic crossings on board Queen Mary 2 with North American tours, river cruises in Asia, and luxury train journeys through the heart of India.

Excellent trade partnerships We offer our trade partners: • Competitive commission levels • No direct discounting • Dedicated agency support

• Bulk brochure distribution • Agents online booking facility • Online training module

Brochure distribution Our brochures are updated regularly during the year and distributed by RTS To order additional brochures, please email your request to travelagents@rivieratravel.ie

Riviera Travel Chase House City Junction Business Park Malahide Road Northern Cross, Dublin, D17 AK63 Holidays organised by and subject to the booking conditions of Riviera Travel, Chase House, City Junction Business Park, Malahide Road, Northern Cross, Dublin D17 AK63. Fully licensed and bonded by CAR (T.O. 257). Per person prices based on two sharing a twin cabin. Single cabins available at a supplement. Additional entrance costs may apply. Images used in conjunction with Riviera Travel.


Awarded • Best Sun Holiday Tour Operator • Best Specialist Tour Operator • Best Long Haul Tour Operator • Best Agent Friendly Company

The REAL Package Holiday Company Summer Sun

fr.

€399pp*

Winter Sun

fr.

USA & Canada

fr.

€485pp*

Escorted & Adventure Tours

fr.

€1179pp*

€379pp*

Lapland

fr.

Fly/Cruise

fr.

€905pp*

Club Med & Beach Clubs

fr.

€895pp*

€899pp* Worldwide

fr.

€489pp*

River Cruising

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€1755pp*

Summer & Winter sun holidays are per person for 7 nights and include flights, accommodation & taxes, transfers, 20kg bag and services of a Sunway Rep. Flights are included in Cruise, Usa, Worldwide, Rivercruise, Escorted / Adventure tours & Club Med/ Beach clubs. Inclusions vary depending on product – call our sales team for full details. Subject to availability.

Contact your local Travel Agent | www.sunway.ie | 01 2311800 Licensed and Bonded No: TO 101


Tour Operators Sunway

About us: Sunway - The REAL Package Holiday Company is Ireland’s largest, Irish owned tour operator offering over 70 destinations worldwide. With 52 years in business, we understand what Irish holidaymakers want and we are proud to provide exceptional holidays at competitive prices. We are a fully bonded travel company under license no. 101. What’s New For 2018:

Co-Op Policy:

Sunway are delighted to now offer Flexible Duration Holidays to your favourite Sun or Winter Sun destinations. Also available this winter are short breaks to some of Europe’s most popular Christmas Markets such as Vienna, Prague & Budapest. We have an extensive range of USA and Worldwide holidays including Fly Drives, Adventure & Escorted Tours and are excelling in the Cruise market. Our award winning reservations team are specialists in selling the world’s leading cruise lines and our dedicated cruise website section allows agents to easily view all of the fantastic itineraries that we have on offer.

Sunway will be happy to assist agents in joint promotions for advertising or shop sales. This must be agreed with agency sales in advance and is on a case by case basis.

New to Club Med’s expanding program is a brand new ski resort in France, the 4 Trident Grand Massif Samoens and the first 5 Trident resort in Europe, Club Med Cefalu, Sicily which is due to open for June 2018. Sunway has launched the CostSaver USA, Canada & Latin America 2018 programme which includes four amazing new destinations; Costa Rica, Peru, Argentina and Brazil and five exciting new itineraries.

Unique Selling Points:

Pricing Policy: We have made our best efforts to provide you with competitive pricing across all products. We will price match on all like for like products.

Agent Concessions:

www.sunway.ie SUNWAY Head office: Sunway Travel Limited, Marina House, Clarence Street, Dun Laoghaire, Co. Dublin E info@sunway.ie European Reservations: (01) 2311 800 Longhaul: (01) 2311 856 Accounts: (01) 2311 804 Ticketing Longhaul: (01) 2311 810 Ticketing European: (01) 2311 839 Agency Sales: e agencysales@sunway.ie t 086 236 8583

A fully Irish owned and operated business, we create jobs for 60 people in Ireland and a further 50 staff overseas. With 52 years of travel experience, we have gratefully survived many booms and busts, ash clouds, strikes and political situations. Renowned for our outstanding representative service in our European resorts, our loyal customers show this consistently through testimonials and their repeat bookings year after year.

We offer an Agency Staff Concession Scheme yearly. This is based on a required amount of passengers booked beginning with €100 off per booking based on 50 plus heads up to a maximum of €1500 off for 750 plus passengers. We have a separate scheme for Summer, Winter and Turkey bookings. These cannot be taken in conjunction with any special offers. Agency specials are excluded in high periods (i.e. Christmas, Easter, mid-terms etc.) and bank holidays. Please contact agency sales for full details.

Award Winning:

Training/Fams:

Sunway are a multi award winning Holiday Company, winning top travel industry awards throughout the year.

Sunway offer a variety of educational trips across all products throughout the year. These are offered on a performance basis. We also offering training on any of our products, and as well as participating in the Travel Centres webinar program, we also run our own webinars. We will be happy to arrange agency or one to-one trainings or webinars at any time.

Destinations: Lake Garda, Menorca, Morocco, Turkey, Bulgaria, Sicily, Sardinia, Sorrento, Cyprus, Lisbon Coast, Algarve, Madeira, Fuerteventura, Lanzarote, Gran Canaria, Costa Del Sol, Majorca, Iceland, Lapland, South Africa, Kenya, Tanzania, Zanzibar, Mauritius, Maldives, Sri Lanka, India, Dubai, Abu Dhabi, Jordan, Israel, Russia, Scandinavia, Vietnam, Malaysia, Borneo, Thailand, Bali, Hong Kong, Singapore, Barbados, St. Lucia, Jamaica, Cuba, Dominican Republic, Mexico, Australia, New Zealand, USA, Canada, Antarctica, China, Japan, Nepal, Australia, South America, River Cruises in Europe, Vietnam, Myanmar and Africa. Christmas Markets and City Breaks in Rome, Malaga, Prague, Budapest and Vienna.

Target Audience: As we have such a broad range of products, our target audience varies. We offer holidays to cater for couples, families, singles, over 55s, groups, honeymooners, wedding parties and so much more.

Cancellation Policy: Please refer to the Booking Conditions on the back pages of each of our brochures for a full listing of our cancellation penalties and procedures.

Credit Terms: All agents must be signed up on Direct Debit.

Brochure Distribution: Brochure drops will be made at regular intervals and will be outsourced to a third party. Brochure supplies will be proportionate to previous years’ sales. To order an additional supply of brochures please email brochures@sunway.ie 123


BALKAN SKI FLY DIRECT FROM DUBLIN & BELFAST

WHY CHOOSE TRAVEL SOLUTIONS.... ✓ Ireland’s only tour operator offering skiing holidays to Bulgaria & Romania ✓ Over thirty years of experience ✓ 10% Commission paid on full amount including ski packs & taxes ✓ Direct flights from Dublin & Belfast ✓ We offer you the best holiday experience at the most affordable prices ✓ Hotels featured have been inspected by a senior member of our team & offer great value & a full range of facilities. ✓ Include Full Ski Pack & Ski Lessons & Half Board basis ✓ Bookable online - www.balkanski.ie

YOUR LOCAL REP...

Don Clarke Direct Tel: 048 9073 6522 Email: don@travel-solutions.co.uk

✓ Short break options available

QUICK CALL BOOKING LINE FROM REPUBLIC OF IRELAND - 048 9045 5030 Monday to Friday 9.00am to 5.00pm Saturdays 10.00am to 4.00pm

www.balkanski.ie


Tour Operators Travel Solutions

Travel Solutions – Balkan Ski your only tour operator to operate from Dublin and Belfast to the top ski resorts in Bulgaria, are pleased to announce Romania Ski NEW for 2018 direct from Dublin offering skiing holidays to Transylvania. Unique Selling Points: • 10% commission on every part of every holiday • Balkan Ski is the only tour operator to operate from Dublin and Belfast to Bulgaria. • We make winter ski holidays more affordable!

Destinations: • Balkan Ski - the ski division of Travel Solutions - is Ireland’s only tour operator offering skiing holidays to Bulgaria from Dublin and Belfast • Romania Ski – the ski division of Travel Solutions – offering skiing holidays to Transylvania direct from Dublin

Target Audience: Balkan Ski – Singles, Groups, Families, Couples Romania Ski – Singles, Groups, Families, Couples

www.travelsolutions.ie 3 Hillsborough Business Park 2a Hillsborough Gardens Belfast, BT6 9DT. Ireland Sales Manager: Don Clarke t 048 90736522 E don@travel-solutions.co.uk Agent Support: t 048 90 736518 E colin@travel-solutions.co.uk

Credit Terms:

Contact your local Travel Agent is featured on all our printed material

We can only confirm your holiday on receipt of a nonrefundable deposit per person. This deposit will secure your holiday and guarantee your price. The balance will be due no later than 8 weeks before you travel - the date will be shown on your holiday confirmation.

10% Commission

Brochure Distribution:

We offer excellent rates of commission, and every part of every holiday sold is commissionable – meaning great value for you as well as your customers.

Brochures will be delivered on regular intervals, but they can be ordered by emailing colin@travel-solutions.co.uk or call marketing support on 048 90 736518.

Sales/Marketing

General Information:

In addition to the commercial terms that Travel Centre agents enjoys with Travel Solutions, we are also happy to work with travel agencies on an individual basis for marketing and promotional support. Call 048 90 736518 for further assistance.

Travel Solutions agree to maintain a booking phone line 048 90 455030 for reservations and 048 90 736518 for internal sales support.

Travel Solutions Policy

Agents Concessions Email agent promotions run on all products throughout the year

Training & Support We can provide individual training, onsite training, agent support or marketing materials. Travel Solutions may operate escorted educational visits from time to time and invitations will be based on agent’s sales for the current season.

Cancellation Policy: Cancellation penalties and procedures are as per our current published booking conditions.

Agents are reminded that our negotiated commercial terms are strictly private and confidential and their contents may not be revealed to any third party. Please make all cheques and payments out to Travel Solutions.

Financial Protection It is important that you feel confident your money is safe. We offer our customers flying from Dublin 100% financial protection, and in the unlikely event that we cease to trade, arrangements are in place for you to either continue your holiday or receive a full refund of monies paid to us. For all our flights from Dublin we hold a CAR licence issued by the Commission for Aviation Regulation. For holidays departing Belfast you have 100% financial protection with our ATOL licence covered by the UK Government, so rest assured your money is safe with Travel Solutions

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ASIA CHINA | TIBET | JAPAN | SOUTHEAST ASIA | INDIA | SRI LANKA 2018-2019

AWARD-WINNING FULLY INCLUSIVE TOURS


Tour Operators Wendy Wu Tours

Wendy Wu – Award winning escorted tours worldwide. Giving you more - more expertise – more inclusions – more added value. China, Tibet, Hong Kong, Vietnam, Cambodia, Laos, Burma, Thailand, Malaysia, Borneo, India, Sri Lanka, Nepal, Bhutan, Japan, South Korea, Taiwan, Mongolia. At Wendy Wu Tours we really know Asia; every vibrant, fascinating and incredibly rich corner of it. That’s why we are the UK’s & Irelands leading specialist tour operator to China, Japan and Southeast Asia. You can trust that we are dedicated to expertly guiding you through your Asian adventure, wherever you choose to explore.

2018 /2019 - New Tours Beyond Asia Namibia, Costa Rica, Russia, Peru/ Galapagos & Patagonia Perhaps you’ve dreamt about exploring the jungles, waterways and natural landscapes of Costa Rica, or meeting the Galapagos Islands’ astounding wildlife? These unique experiences and much more are all waiting for you on our new tours to Namibia, Costa Rica, and South America; all with the same awardwinning service we have become known for in Asia.

Products We Offer Fully Inclusive Escorted Tours • International Flights from Ireland • All domestic transportation, departure taxes and current fuel surcharges • All accommodation in 3 / 4 * Hotels which have been handpicked. • 3 Meals Every Day – Breakfast, Lunch and Dinner • Entrance fees, guides and daily tours • Visa fees for EU passport holders are included and taken care of.

www.wendywutours.ie Contact us: T 0818 776 380 Reservation Opening Hours Mon - Fri: 9.00am - 5.30pm Sat - Sun: 10.00am - 4.00pm

Tailor Made Tours Across Asia for individual clients and Private Groups. ASIA Inspirations offers tailor-made holidays to China, Southeast Asia, Japan and the Indian Subcontinent. With individual itineraries, local expertise and exceptional service you can be sure that ASIA Inspirations can create the perfect holiday for you. Note - Any of the product above can be booked as a complete package or land only content.

Booking Terms and Conditions • To book simply contact the team on 0818 776 380. • Deposit is €350pp with the Balance due 8 weeks before travel

Sales & Marketing Opportunities We are very happy to assist, please contact John Booty, Manager Ireland on 0831 701 860 or e-mail: john.booty@wendywutours.ie

5* Exclusive Collection Fully Inclusive Escorted Tours. • Chauffer pick up to Airport in Ireland • International Flights from Ireland • All domestic transportation, departure taxes and current fuel surcharges • All accommodation in 5* Hotels & River Cruises • 5* Dinning with Meals Every Day – Breakfast, Lunch and Dinner • Private Tours with Entrance fees, guides and daily tours • Visa fees for EU passport holders are included and taken care of.

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WORLD NO.1 FOR TRANSFERS 3 MILLION PASSENGERS 700 AIRPORTS 7500 CITIES & RESORTS 120 COUNTRIES 42 LANGUAGES 24/7

LET US TRANSFER YOU TO PARADISE...

BE SURE. BE GUARANTEED


Transfers A2B Transfers & hoppa.com

We’re always there – everywhere. Taxis to shuttles, coaches to luxury cars, minibuses to water taxis…even the odd helicopter. Every year, we take more than 3 million passengers…smoothly…safely…from A to B. And our network just keeps on growing across Europe, America and Asia and now into the far reaches of China. A2B and hoppa.com are the world’s no.1 transfer specialist, serving 7,500 cities and resorts through 700 airports, ports and train stations in 120 countries at competitive prices everywhere. Over 5000 agents across the world consistently choose A2B for our simple, tailor-made packaging of transfers and travel extras. But for us, good is never good enough when great is just around the corner.

Your reputation’s in good hands – we guarantee it We see our reputation and yours as one and the same and naturally, we want you to feel 100% confident every A2B transfer works brilliantly every time. So we’ve been talking to customers all over the world and examining every single part of our service to ensure A2B is always a sure thing whenever you recommend us. We’ve paid a lot of attention to even tighter contracting with our transport partners, making certain of a consistent worldwide A2B experience. And we’re so confident in our service that we’ve wrapped everything into six simple promises to make it clear what you can expect when you book with us. The best we’ve saved till last… a new guarantee for your customers that if our service doesn’t work as it should, we’ll refund their money. The largest international network of cities and resorts – and growing. The best range of quality transport in every single location. Highly competitive rates everywhere. Round the clock, 24/7 support for you and your customers . The latest technology support for ultra-smooth running. Your reputation’s safe with us – guaranteed

Private or shared – look for A2B wherever you land Whatever your transport needs, we can help – and if your passengers need something a little out of the ordinary, we’ll make it our business to find the perfect transfer solution, even sourcing new partners if necessary.

It’s all so easy with A2B Agents can quickly and easily log on using their a2btransfers.com password or book via the XML. Book in advance and save even more. Instant online booking confirmation. Free online cancellations and amendments up to two days before arrival. Return pick up times available by SMS.

Our promises explained, so you can be sure every trip The largest international network of cities and resorts ….and growing. Serving over 7,500 cities and resorts, via more than 700 airports, ports and train stations in 120 countries.

The best range of quality transport in every single location. Over 300 carefully selected transport partners around the world, all signed up to deliver our exacting service standards. Extensive partner performance program to maintain our focus on service quality. We aim to offer every transport option available in a location and a commitment to try and source any alternative a customer requests.

www.a2btransfers.com Account Manager Email: m.dakin@a2btransfers.com Sales Email: sales@a2btransfers.com Sales Tel: +441483 804806 Pre travel, in-resort and Post Travel: Submit all queries via our online helpdesk. Please select ‘contact us’ from the drop down menu on our website. Admin Tel: 01483 804808

www.hoppa.com Account Manager Email: m.dakin@a2btransfers.com Sales Email: sales@hoppa.com Sales Tel: +441483 804806 Pre travel, in-resort and Post Travel: Submit all queries via our online helpdesk. Please select ‘contact us’ from the drop down menu on our website. Admin Tel: 01483 804803

Highly competitive rates everywhere Our trade net rates are never more than our direct rates. Online cancellations and amendments are always free of charge outside 48 hours. Round-the clock, 24/7 support for you & your customers. Our customer service teams in the UK and in-resort are available 24/7 – and we promise a same day response to queries. We respond to 80% of bespoke quotes within 24 hours and even the most complicated within 72 hours. Dedicated account manager to advise and problem solve. Any complaint investigations are completed within 14 days

The latest technology support for ultra-smooth running Our 3 step search and book system is easy to use and bookings can also be made via XML and white label. Technical support and training is available and free. Return pick up times can now be sent to customers via SMS

Your reputation’s safe with us…guaranteed We work hard to ensure our service is the best, but if ever it doesn’t work as it should, we offer your customers a money back guarantee

99% of passengers are satisfied with the smooth, reliable service from A2B 129


Putting time on your side Designed for passengers for whom time is a luxury, Platinum Services offers dedicated parking beside your private check-in, comfortable private suites, discreet security screening and a chauffeur service direct to your flight. Enjoy your own 24 hour private terminal experience and a fast and effortless journey from car to plane.

W. dublinairport.com/platinumservices

E. platinumservices@dublinairport.com

P. +353 1 814 4895


Travel Services Dublin Airport Travel Services

Travel smart and save time by using Dublin Airport Travel Services. We offer many benefits to all passengers providing convenience, efficiency and time saving. Travel Services compliment the whole travel journey from curb to wing. With Airport Parking, Fast Track, Executive Lounges, Concierge, Airport Club and Platinum Services, we have a complete range of products to suit the needs of all your customers. Our services Airport Parking Dublin Airport Car Parks has a great mix of options and rates to suit all trips and budgets. Unbeatable value and convenience with over 18,000 spaces and a 24 hour complimentary shuttle bus services with 5 minutes transit time. Fast Track You can bypass the regular queues and go through the designated Fast Track boarding pass channel in Terminals 1 and 2 and also receive flight updates via SMS. Executive Lounges Passengers can refresh and relax in the comfort of a tranquil lounge where you can avail of refreshments while waiting for your flight to board. Introducing 51st & Green 51st & Green is an exciting new lounge in Dublin Airport, available for all passengers travelling to the United States. Located after US Preclearance beside the departure gates, is a ‘world’s first’, being the closest airport lounge to an active runway guaranteeing some captivating views. 51st & Green is designed to make the most of your time, with a place for you to work, play, eat, relax, revive and enjoy your time away from the tiring demands of travel. The menu has been specially selected to showcase Irish food with an American twist. Our barista coffee is made from beans roasted locally and blended exclusively for 51st & Green. Our food is complemented by our warm, welcoming customer service, prolonging the comfort of Irish hospitality with a welcome taste of the American service yet to come. All passengers are welcome. €39 per person on entrance. Complimentary for business class ticket holders

Your Luxury Airport Experience Platinum Services Now you can travel through Dublin Airport via our luxurious Platinum Services Suite and we promise to streamline your journey. Our Facilities include • Private parking • Private check-in and security screening • Private suites fully equipped with the latest audio visual equipment • Complimentary refreshments • Chauffeured to your aircraft • Luxury shower rooms • Meeting rooms and business facilities For more information, please contact the Platinum Services Suite: +353 (0)814 4895 Platinumservices@dublinairport.com

For the Travel Agents Dublin Airport Travel Services are offering Travel Agents and Travel Managers the ability to provide additional products and services to customers thus completing the whole travel package from the time they leave the house to boarding the plane. We can provide the Travel agencies with a unique URL which will allow you to purchase the Dublin Airport Travel Services on behalf of your customers and we will give you a commission rate on sales. We can also provide you with marketing materials such as videos of our services for upload to your screens in the shops and provide you with brochures if required. We are happy to show you our services in Dublin Airport should you like to come out to visit us, just give us a call. If you avail of the URL link we are available for training with your agents. Staff incentives There maybe ad hoc incentives run throughout the year. To discuss these offers please contact Maura Moloney: e t

Maurae.moloney@daa.ie +353 (0)1 814 4361

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Drive sales and revenue by offering a layaway payment option for your customers. TravTab is a simple, free mobile app that allows your customers to easily and securely pay off their holiday bookings any time, anywhere. Get your own, fully branded mobile app to promote your travel agency. The online agents dashboard provides easy payment managment for your staff. Reduce customer payments over the phone and store visits freeing up your staff for more productive tasks. Make huge savings on phone, postage, invoicing and office costs while also making customer payments faster, safer and easier.

TravTab makes payment for holiday bookings effortless.

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Travel Centres Preferred Supplier Manual 2018  

Desktop companion for all Travel Centres' affiliated agency staff

Travel Centres Preferred Supplier Manual 2018  

Desktop companion for all Travel Centres' affiliated agency staff

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