Travelweek - September 29th, 2022

Canada’s Travel Trade News

September 29, 2022

'LIGHT SWITCH MOMENT' WITH RESTRICTIONS LIFTING OCT. 1 Page 3 #ACVDREAMMAKERS WOWS Page 6 & 7 TICO TALKS COMP FUND Page 9 CANADA JETLINES TAKES OFF Page 13

THE WAIT

IS OVER

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TOP NEWS

After 931 days, all of Canada’s COVID restrictions are finally lifting: “It's time to get back out and enjoy our vast, wonderful world”

By Kathryn Folliott

TORONTO — With the federal gov-

ernment’s announcement earlier this week that all of Canada’s remaining COVID-19 travel restrictions will be eliminated effective Oct. 1, 2022, you could almost hear the collective sigh of relief from across this country’s travel industry.

Finally, after 931days - feels like a lot longer, doesn’t it? - Canada’s COVID-era of travel will be over. Good riddance.

From random testing for arrivals, to ArriveCAN, even to the mask mandate: all will be dropped. The order-in-council expires Sept. 30 and it won’t be renewed.

That’s assuming of course that a rise in cases this fall and winter doesn’t prompt a return to testing, masks and the like. It’s a thought that has crossed the minds of many in the industry.

Never say never, but even the government seems reluctant to return to those days.

Asked about the possibility of travel measures coming back, Health Minister Jean-Yves Duclos said: “No one

wants that to happen.” But he held the line on the federal government’s stance throughout the pandemic: that it will do whatever it takes to keep Canadians safe. “We will leave open all possible options,” he said.

Meanwhile ACTA has proactively rung the alarm bell. While there’s relief that the last of the restrictions are lifting, “there remains deep fear that new and ineffective measures will be re-introduced during the fall and winter respiratory illness seasons,” says ACTA President Wendy Paradis.

“The government of Canada must look at the clear evidence which shows the ineffectiveness of these measures. Now is the time to double down on economic recovery, and only through government-industry cooperation and science-based policy can we rebuild the world’s best travel and tourism economy,” she added.

ACTA’s call came in the wake of a new report, ‘Evaluating Canada’s Pandemic Border and Travel Policies: Lessons Learned’.

A Sept. 23 overview of that report, presented by the Canadian Travel and

Tourism Roundtable just ahead of the government’s Sept. 26 announcement, concluded that border measures have been largely ineffective at stopping variants of concern from entering and spreading across Canada and are unlikely to be effective in the future.

“At best, travel restrictions are estimated to delay the impact of a variant of concern by just a few days,” said infectious disease physician Dr. Zain Chagla, one of the four Canadian doctors who put together the report.

The report also concluded there is no convincing evidence that pre-departure and on-arrival testing and surveillance had a significant impact on local transmission in Canadian communities.

MASKS NO MORE The fourth and final finding from the ‘Lessons Learned’ report concluded that travellers were getting the short end of the stick when it came to mask mandates.

By some miracle, that mandate will drop too on Oct. 1.

While earlier indications suggested that Minister Duclos wanted to keep the mask rule in place until at least after the Thanksgiving long weekend, the Sept. 26 announcement included the Oct. 1 elimination of mask requirements for travellers.

“Going to a Senators game with 15,000 maskless fans is probably a greater threat” than going maskless on an airplane, as Dr. Chagla put it.

Not to mention the fact that masks coming off for eating and drinking onboard the plane.

September 29, 2022 | TRAVELWEEK | 3

TOP NEWS It’s something Lesley Keyter, CEO and founder of Calgary-based The Travel Lady Agency, has seen firsthand. “Getting all masked up on the flight and then food and drinks come around and people take them off … even though we are in an enclosed space sitting all very close together.

It all seems to be a bit futile.”

Keyter says that at the height of the pandemic, she wore two masks when travelling by air - “very uncomfortable but I felt that was necessary at that time.” And she wasn’t alone. But these days, mask usage has dropped drastically, even when it’s still mandated. “I was surprised to enter Calgary Airport and note how many people were not wearing masks - only when it got to the security area were those people told to wear a mask and in some cases given a mask,” says Keyter. “Even then, many don’t wear them properly.”

She adds: “I think there will be some people who will continue to wear masks of their own accord, perhaps because of their own vulnerability or that of their family.”

In the Sept. 26 press conference, Minister Duclos said masking is “a relatively easy measure” that Canadians can take to protect themselves from COVID, while acknowledging that the decision to mask is now evolving into a personal choice for travellers: “We believe most travellers will continue to wear masks, but there will be some who choose not to, and that’s fine."

Duclos also acknowledged the “difficulty and pressures” experienced

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Write to Kathryn Folliott at kfolliott@travelweek.ca TRAVELWEEK

by the airline industry in getting passengers to mask up. “We have heard from the industry,” he said.

WestJet has been among the most vocal proponents of dropping the mask requirement, saying that mask compliance has been a major factor in disruptive behaviour onboard its aircraft.

Immediately after the government’s Sept. 26 announcement, WestJet released a statement from WestJet Group CEO Alexis von Hoensbroech.

“We are relieved our guests can finally travel with additional confidence and certainty, knowing they can make decisions that are the best for them, and their travel plans won’t be interrupted,” said von Hoensbroech.

Jennifer McPherson with Turnkey Travel – Travel Only in Brantford, ON, says she has “definitely seen people's attitudes towards masks changing this year.” She has some clients who will not wear a mask unless it's mandatory, versus the majority of her clients who she says will continue to mask “because they do not want to get sick on their holiday.”

Interesting dynamics played out on McPherson’s recent 10-day, 40-person coach tour of Ireland. She hosted the trip. As she recounts to Travelweek: “Even though mask wearing was recommended on the coach, most did not wear one at the beginning of the trip. Whether they simply did not like the inconvenience or felt peer pressure, guests chose not to wear a mask while on the bus. By midtrip, we could hear that more people were coughing and perhaps catching colds, but with COVID, it can look and sound the same. Quickly, more of the guests started to mask up and I found it curious when one guest remarked “Oh, are we doing masks now?”

Jamie Milton, co-owner of Uniglobe

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Carefree Travel in Saskatoon, SK, says clients were “confused and frustrated as they never know when they have to wear a mask and when they don’t. The onus should be placed on the travellers to wear a mask if they wish, or not.”

ARRIVECAN OPTIONAL Travel advisors were also excited to hear that ArriveCAN will be optional starting Oct. 1.

Says Keyter: “Doing away with the ArriveCAN app is a good thing. I have had numerous clients, albeit in the older demographic, who have struggled with this app. Not everyone who travels is totally comfortable in the digital world and therefore it becomes a very exclusive program.”

Sandy Willett says she expects her Waterloo, ON-area Vision Travel agency will be fielding even more calls and emails from clients looking to get away, now that mandatory use of ArriveCAN is on its way out.

“I know we will get more people booking once ArriveCAN is gone (or optional),” says Willett. “I just had a client who came in to get prices for the Caribbean, she said she will book once ArriveCAN is gone. Without a cell phone it is just too difficult.”

Kathleen Penner with Hamilton, ON’s Plenty of Sunshine Travel says the best news is that travel is truly reopening to everyone.

“With all the restrictions lifted, the world is starting to return to what it once was,” says Penner. “I have had many clients who have been waiting for this day. Previously, the restrictions separated people, and now it puts everyone on the same playing field and on the same level. We all have the right to explore and experience the world.

It's time to get back out and enjoy our vast, wonderful world.”

CONTENTS COPYRIGHTED We acknowledge the financial support of the Government of Canada.

For circulation inquiries please email circulation@travelweek.ca

4 | TRAVELWEEK | September 29, 2022

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High-energy #ACVDreamMakers event wows in Montreal with dozens of sun destinations for winter 2022-2023 MONTREAL — Air Canada Vaca-

tions launched its winter sun 202223 product in Montreal recently, with a high-impact event that delivered all the excitement everyone in the industry feels as they look ahead to this comeback season.

It was the first in-person #ACVDreamMakers event since 2019, with more than 550 travel agents in attendance, and 1,500+ agents tuning in virtually.

ACV’s first-ever Sun Collection digital brochure “inspires Canadians to Follow the Sun,” says the company.

ACV adds that it is leading the charge in digital-first initiatives with the launch of its Dream of Sun interactive digital brochure.

That’s in addition to enhanced selfserve tools available to travel agents via the Manage Your Booking page on aircanadavacations.com, which allows travel agents to effectively serve their customers.

Highlights of ACV’s program for the coming winter season include …

• Air Canada Vacations’ Sun Collection offers 600+ resorts across 38 destinations, plus hundreds of cruise itineraries.

• Enhanced ePackages program offers flexibility and equips travel partners with the tools they need to book flight and hotel packages for customers anywhere Air Canada operates • ACV’s Vacation Promise, Cruise Promise and CareFlex and Carefree programs allow customers to travel with peace of mind, providing agents with turnkey tools to support their clients • Expansive product offering in Europe and Canada allows agents to book the long-awaited vacation of their client’s dreams 6 | TRAVELWEEK | September 29, 2022

#ACVDREAMMAKERS LAUNCH

• Advantages for clients and agents: Groups Elevate wedding packages, Riu Plaza Hotels offer and Travel Agent Incentive offer • ACV&ME loyalty program offers more rewards, flexibility, and automation

INTERVIEW WITH ACV’S NINO MONTAGNESE Gwendoline Duval, General Manager of Profession Voyages, part of The Travelweek Group, took in the ACV celebrations, and spoke with ACV’s Vice President, Nino Montagnese, at the Montreal event. Here’s their interview …

Duval: Welcome to Montreal! Tell us about this launch.

Montagnese: “Sure! The preparation for the launch started many months ago, probably close to eight months ago, when we didn't know what we were headed towards. We didn't know if live events were going to be possible. So the first thing we

did was, we secured the virtual platform. And then as we got closer, we realized, you know, let's try to host one event at least. And I said I wanted the first show to be in Montreal, and then we'll use the platform to get to the rest of Canada. So that's exactly what we did. What is really unique is that we were able to get over 70 suppliers here tonight.”

Duval: Are booking levels approaching 2019 levels, or have they surpassed 2019 levels?

Montagnese: “We’ve seen very strong bookings, better than 2019 up until three weeks ago, and now they're comparable to 2019. All our trade partners are telling us that the bookings are coming in. We want to give them the tools that they need to sell the products. And we’re launching 38 destinations, so that’s a lot of product.”

Duval: What are people booking?

Montagnese: “Mexico is doing extremely well. The English Caribbean

TOP NEWS able to serve their customers much better.”

Duval: What’s your message for travel agents who couldn't come today?

JTB'S ANGELLA BENNETT AND DANIEL STUBBS

is doing very well too. Really, it’s all booking. Everyone is talking about the pent-up demand, and I don't think that pent-up demand is going to go away for at least the next two years.

“It’s why I always say to our trade partners, take advantage of your bookings, take advantage of the customers that are coming to book.

Don’t always look for the lowest price.

Because in most cases, they haven't travelled for three years. Send them somewhere superb. Put them in a superior seat. Put them in a superior room. Upsell. It gives [agents] an opportunity to make some more commission and they will definitely have a happy customer.”

Duval: I heard that ACV has new online tools for the trade. Are travel advisors using them?

Montagnese: “We do have new tools, and I know agents are using them. In February we launched Manage Your Booking, and TripBook. So that trade partners could come in and self-serve their their bookings. If there’s a name correction on a booking, they don't need to call, they can go in, pull their booking up and correct the name. If they forgot to add the Aeroplan number to the booking, they can now pull the booking up and add the Aeroplan number for the customer. What is unique about the automation that we put forward is we're allowing them to do that up to seven days prior to departure. So

really, they have the autonomy to manage their their booking up to seven days before the customer goes.

“Since we launched the automation, which was mid- February to towards the end of February, we've had over 60,000 transactions made by our partners using the tool, and that’s just the corrections. So they're using it.

“And now what happens is that the phone lines are available for the trade partners who actually need to talk to a live agent. You might have a customer who was booked to go seven days, and now they want to go nine days.

That's a deviation to the booking. For that we need to help our customers and we need to help our trade partners. We couldn't get to it before because we had long wait times.

“So now our trade partners can sell more. They can self serve, they're

Montagnese: "Embrace the tools.

The virtual platform is going be live or about 30 days. So if they couldn't come out to the live event tonight, the virtual platform is still alive. Go visit the booths, grab the information. All the booths have information that's here live on the virtual platform."

Duval: What do you expect from this winter season in terms of occupancy rates selling bookings?

Montagnese: “All our hotel partners are booking at full capacity again, which is fantastic news. We are seeing very good load factors, already.

So I think it's going to be very strong.

I highly suggest that customers book ahead of time. It’s not going to be like the good old days where there was a lot of a product out there, and distressed product. Product is selling out. If there's a message, it’s this: don’t have your customers wait. Get the booking in. Get the commission.

You want a higher rate, you want to earn more commission.”

ACV TEAM MEMBERS

September 29, 2022 | TRAVELWEEK | 7

WORLD NEWS

DESTINATIONS

APPOINTMENTS The Caribbean Tourism Organization has a new chairman: Cayman Islands Minister for Tourism and Transport Kenneth Bryan. The announcement was made at the CTO’s AGM in the Cayman Islands. Minister Bryan assumes the chairmanship of the CTO Council of Ministers for the next two years and succeeds outgoing chairman, Senator Lisa Cummins, Barbados’ Minister of Tourism and International Transport. “I’m ready to take on the challenge, in collaboration with my regional colleagues, of finding a new way forward, as well as addressing any issues we have within the organization to improve efficiency and focus,” said Bryan.

CRUISE Princess Cruises has unveiled new details about its highly anticipated Sun Princess ship, set to debut in early 2024. Considered the brand’s largest ship ever at 175,500 tonnes, and with capacity for more than 4,000 passengers, this marks the third ship to be honoured with the Sun Princess name. Upon its debut, Sun Princess will sail an inaugural spring / summer season of Med cruises followed by Western and Eastern Caribbean voyages out of Port Everglades in fall 2024. Sun Princess’ first three voyages are now available to book. Among the ship’s onboard highlights, The Dome is a multi-level

covered deck and firstof-its-kind true glass-enclosed dome is the first to ever be constructed on a cruise ship.

REOPENING Japan will reopen to individual travellers starting Oct.11, 2022. The resumption of individual travel to Japan, the waiving of visa requirements, and the elimination of the daily arrival cap will allow international visitors to enjoy Japan in more ways than has been possible in the past two-and-a-half years, says the JNTO. These measures are long-awaited news for tourists around the world who have been looking forward to visiting Japan. “In response to the announcement, JNTO will be doing everything we can to provide you with the latest information on coming to Japan so that many tourists can visit and journey throughout our country,” says JNTO President SEINO Satoshi.

“Come see the new Japan.

We eagerly await your arrival.”

Barbados has dropped all COVID-19-related travel protocols, allowing travellers to enter the country without having to test for COVID-19, regardless of their vaccination status. In addition, the wearing of masks is now generally optional, and is only mandatory for people travelling on public transportation and for those who are COVID-19 positive. “This is the last step for us, which reflects our position as fully open for business following the COVID-19 pandemic,” said Minister of Tourism and International Transport Lisa Cummins. “We look forward to continuing to welcome visitors to our shores to experience all of the new and returning events slated for the rest of the year, and into early 2023.”

AIRLINES Air Canada has signed a deal to acquire 30 ES-30 electric-hybrid regional aircraft from Swedish company Heart Aerospace. The battery-powered aircraft will have capacity for up to 30 passengers, and an electric 200 km range that extends to 400 km with reserve hybrid architecture.

The new aircraft will enter service in 2028, will generate zero emissions flying on battery power and yield significant operational savings and benefits. Air Canada has also acquired a US$5 million equity stake in Heart Aerospace.

NEWS

“All options are on the table”, even no Comp Fund at all: TICO TORONTO — Get rid of the Comp Fund?

It’s quite a concept, but it’s one of many options that TICO says it’s willing to look at in the pursuit of finding the best framework for supporting Ontario travel industry registrants and consumers.

TICO just announced that registrant fees are on their way back after a three-year hiatus. As of April 1, 2023, TICO will temporarily revert to the fee structure that was in place prior to the pandemic. All registrants with a year-end or six-month period-end on or after January 1, 2023, will have fees owing starting on April 1, 2023.

Along with the fee announcement, TICO is also letting retailers and wholesalers know that it has embarked on a process that includes an end-to-end look at TICO’s current funding framework, as well as a full review of the Compensation Fund.

It’s the most comprehensive review in TICO’s 25-year history.

As TICO President and CEO Richard Smart told the trade media in an update, “all options are on the table.”

IS THE BEST COMP FUND MODEL NO FUND AT ALL? TICO wants the report ready to submit to the TICO board by December 2022 / January 2023, with a final set of recommendations to the provincial government by early 2023.

The goal is to have a new funding model in place by fall 2023.

TICO PRESIDENT AND CEO RICHARD SMART

No stone will go unturned, and that’s especially true of the Comp Fund, which now stands at $23.5 million. The Fund has been a mainstay of the Ontario travel industry for years and it’s a key part of TICO’s consumer-facing messaging. Travellers who don’t book through a TICO-registered travel retailer or wholesaler are out of luck if the company fails, or if a company fails to provide services for which the consumer paid.

But between insurance and credit card chargebacks, not to mention a thriving industry, claims on the Fund have been - relatively speaking - low for many years.

That was the case even during the pandemic, when the travel industry was devastated beyond anyone’s wildest imagination. In fiscal 2020/2021, claims paid totaled $3,388. In 2021/2022, there were $428,812 in claims. And year to date for fiscal 2022/2023, claims paid total $76,366.

During the pandemic, there were 480 registrant closures. The number of TICO registrants now stands at just over 2,000, reflecting a 20% reduction in the registrant base.

IF WE GET THROUGH THE PANDEMIC AND THERE AREN’T A LOT OF CLAIMS, WE NEED TO ASK OURSELVES, WHY IS THAT?

“We said, if we get through the pandemic and there aren’t a lot of claims on the Comp Fund, we need to ask ourselves, why is that?” said Smart.

As anyone working in the Ontario travel industry well knows, the Fund exists because of fees paid by travel retailers and wholesalers. It covers registrant failure as well as end-supplier failure including airlines and cruise lines. As Smart notes, end-supplier failure has long been a bone of contention, as airlines and cruise lines don’t pay into the Fund.

Over the course of its 25-year history TICO has facilitated just shy of $5 million in restitution, and paid out $14.8 million from the Fund, to assist 24,037 consumers.

“Compared to the number of people who travelled over those 25 years, that’s a drop in the bucket,” said Smart.

CONSUMER-PAY MODEL Could the Fund disappear entirely?

Even if TICO’s report to the Ontario government does include this route as an option, it’s just one of many possible outcomes, and any changes to the Travel Industry Act are ultimately up to the province.

Eliminating the Fund would also be a complete U-turn from calls in recent years for an even larger Comp Fund, with $40 - $60 million in reserve, based on a Deloitte study.

A consumer-pay model, like the one in Quebec’s travel industry, could bolster the Fund to those levels. The idea September 29, 2022 | TRAVELWEEK | 9

NEWS of a consumer-pay model has been a topic of discussion in the Ontario travel industry for years. “If I had a nickel for every time someone suggests a consumer-pay model like Quebec has, I’d be sitting on a beach somewhere right now,” said Smart.

As part of a process that started back in 2016 and 2017, TICO made a number of recommendations to Ontario’s then-Liberal government for changes to the Travel Industry Act. Many of those recommendations were implemented - but not the consumer-pay model.

“Going to the government and telling them we want to put into the legislation that the travel industry can charge a fee to travellers, to fund the Compensation Fund, like a tax?

That’s a tall order. But we could do it,” said Smart.

In January 2020, just before the pandemic, industry groups including ACTA and CATO were voicing their frustration with the Comp Fund stalemate. At that time, both groups said it was clear that despite extensive lobbying efforts, the Ontario government did not intend to revise the funding model.

And then the pandemic hit, and everyone had other problems to worry about.

RISK-BASED MODEL ANOTHER OPTION Another possibility for this 2022 go-round of recommendations from TICO? A risk-based funding model.

“A lot of regulators [in other industries] are trying to move to risk-based pricing” for registrant fees, said Smart yesterday.

With the risk-based approach, registrants who have a single product / single country business model, for example, would pay more in fees, because the lack of diversification in their product offering makes them more vulnerable to downturns.

Asked if Ontario retailers and wholesalers will be paying more in fees in 2023 and beyond, Smart said: “There are some registrants who should be paying more. And there are 10 | TRAVELWEEK | September 29, 2022

ACTA SUMMIT 2022

some who should be paying less. We hope to get to more of a risk-based model for the future.”

Smart told Travelweek he believes a risk-based model could work well in tandem with a consumer-pay model.

Ultimately - and this is where the big review comes in - “we want to come up with a funding model that stands the test of time.”

For more on this story including TICO’s industry recovery stats, service fee feedback from consumers and the possibility of licensing for the retail travel sector, see Travelweek.ca

“We want to keep 10 steps ahead of the situation”: ACTA’s Paradis TORONTO — Travel industry experts addressed some of the biggest issues facing travel advisors at ACTA’s 2022 Eastern Canada Travel Industry Summit.

Heading into the fall season, ACTA President Wendy Paradis noted that ACTA continues to meet with the federal government, politicians and policy developers, and will be ramping up communications about the need for Canadians to travel.

“I’ll be honest, we are concerned about the upcoming flu season, we are concerned with some of the

modelling, and we are concerned about potential federal government actions,” said Paradis. “The number one concern is a new, more deadly variant, and we know that the federal government has left infrastructure in place to shut down the borders like in similar times. So as your advocate, ACTA is doing everything possible and is very assertive, along with our advocacy partners, in ensuring that that doesn’t happen.”

She added: “We need to ensure that the travel industry is not treated differently than the rest of the industries in Canada. But heading into the flu season, we are a little vulnerable. So we want to keep 10 steps ahead of the situation. Our message is clear: that we are an economic driver in Canada, we have between Travel and Tourism, more than two million workers who are attached to this industry, and we should not be shut down on a whim like we have been for the last two years.”

To roll out this key messaging, Paradis said ACTA will be out in “full force” throughout the media, radio, TV and digital. She also told agents in attendance that they may once again be called on by ACTA to participate in letter writing campaigns and to call their local MPs, should any new federal policies be implemented in the future that could negatively impact the Canadian travel industry.

Paradis presented a few sobering statistics to emphasize just how devastated the travel industry has been by the pandemic. At the height of the

NEWS pandemic, 80% of travel agents in Canada were furloughed. Hundreds of travel agencies across Canada shuttered their doors. And according to Statistics Canada and the CRA, the travel industry saw the highest drop in employment than any other industry at 32%.

In an effort to build back, Paradis said ACTA will be focusing on two key priorities: attracting new travel agents, and training and certification.

ACTA has already started rolling out a new social media campaign that touts the benefits of working in the retail travel industry, and will also be working closely with Tourism HR Canada on several organized workforce development initiatives. As for training and certification, ACTA has been actively engaging agents throughout the pandemic via webinars, and is leaning heavily into its education and certification mandate by way of the Canadian Institute of Travel Counsellors (CITC), which was rolled into ACTA back in 2013.

For more from the ACTA Summit including feedback from keynote speakers and panel discussions see Travelweek.ca.

TDC marks first in-person Regional Conference in three years TORONTO — Travel’s comeback af-

ter two years of the pandemic has been a rebound of the biggest proportions - making ‘Rebound’ the perfect theme for Transat Distribution Canada’s 2022 Regional Conference.

Taking place recently at the Sheraton Airport Hotel Toronto, the conference “is the opportunity to get everyone together,” says Karine Gagnon, TDC’s General Manager.

Close to 150 travel professionals from the TDC network took part in the Rebound event, TDC’s first faceto-face Regional Conference in three years. More than 50 of TDC’s preferred partners took part as well.

Gagnon took over the reins as GM on July 1, following the retirement of Louise Fecteau. Gagnon has been with Transat since 2014, most recently as Commercial Director.

Travelweek spoke with Gagnon, along with Susan Bowman, TDC’s VP Industry Relations, just ahead of the Rebound conference, to offer an update on everything TDC.

People Exoticca has a new Dir. of Sales for Western Canada Exoticca has named Billy Stewart as Director of Sales for Western Canada. Stewart’s territory covers B.C. to Manitoba.

Stewart tells Travelweek: “I moved to Canada in 2013 to oversee sales for Topdeck Travel in Western Canada, then Canada. I spent a brief period of time with Insight Vacations in the GTA, before moving back to B.C. with G Adventures.”

Then the pandemic hit. He spent the last eight months overseeing the corporate accounts for Park’N Fly Western Canada. Now, says Stewart, “I’m really excited to grow the B2B business in Canada with Exoticca and educate and support all of the agencies in Western Canada.”

Stewart can be reached at 778-988-2973 and matt.stewart@exoticca.com.

“IT’S ALL ABOUT GROWTH FOR 2023” TDC is one of the largest full-service travel agency network in Canada, with some 270 agencies, and 2,200 agents.

About 10% of those agents are independent contractors in TDC’s Agent@Home program.

There’s always been movement from bricks-and-mortar to homebased - and vice versa, defying the trend - but during the pandemic, when so many travel advisors and agency owners were examining their options and their life-work balance, there was, yes, unprecedented movement between TDC’s models.

“It got accelerated for sure,” says Bowman. TDC’s management team was fully onboard and ready to facilitate, in constant outreach with agency owners and travel professionals throughout the pandemic, she adds.

“We’ve had bricks-and-mortar owners who’ve retired, but they have great agents at their agency, and those agents have come over to Agent@Home,” says Bowman.

There are also plenty of cases where agency owners have downsized and joined Agent@Home.

TDC has bricks-and-mortar agencies from B.C. to New Brunswick, “and with Agent@Home, our presence goes even beyond that,” says Bowman.

Gagnon says there will be plenty of opportunities to grow going forward, as the travel industry recovers in earnest. “It’s all about growth for 2023,” she said, noting that even during the pandemic, TDC took on new members. “We are constantly looking for opportunities,” she said.

TDC’S LUXEXPERTS & VIRTUOSO An opportunity of a different kind came in the form of a partnership with luxury travel leader Virtuoso.

Earlier this year, TDC’s new luxury-focused division LuxeXperts became the newest member of Virtuoso in Canada. TDC first launched LuxeXperts in June 2021.

September 29, 2022 | TRAVELWEEK | 11

NEWS to 2019 levels, says Gagnon, adding “we’re in a very good direction.”

PROFESSIONAL FEES & MARKETING TOOLS

TDC'S 'REBOUND' 2022 REGIONAL CONFERENCE

With the partnership, certified LuxeXpert advisors have an opportunity to be invited to join Virtuoso. A travel advisor who’s part of the TDC network who wants to take the LuxeXpert program receives plenty of training, not so much on luxury product, but on how to market that kind of trip, to know how to reach those luxury clients, and to know who’s a luxury client and who’s not. Once the agent has received their LuxeXpert certification, they can apply to join Virtuoso.

“We had a large book of luxury business”, and with LuxeXperts and the Virtuoso partnership, “now we can put a bow on it,” says Bowman. “When you have a network this size, you need specialization.”

And it turns out that the pandemic was good for something, in that TDC members who were looking to become LuxeXperts had a bit more time to get their certification. Plus, it allowed TDC to hit the ground running when travel reopened, and to capture an even bigger share of the luxury market. “Launching it during the pandemic was the perfect time,” said Bowman.

FORGET THE TRENDS EVERYONE IS BOOKING EVERYTHING In the meantime, bookings are rolling in, “for everything,” says Bowman.

Forget the trends, everyone is booking everything at this point in the pandemic: from cruise to beach vacations, from high-end to budget-friendly, 12 | TRAVELWEEK | September 29, 2022

from far-out to last-minute.

And client concern about airport chaos and cancellations is subsiding, as travellers adjust to the ‘new normal’.

Gagnon and Bowman cite recent statistics from Virtuoso - from consumer polls done internationally that suggest travellers have become more accepting of potential travel snags than they were earlier this year. Seems like the desire to travel can overcome just about anything.

Even high prices? More polls show that inflation concerns are rampant among Canadian consumers - but pent-up demand for travel is keeping bookings strong regardless.

TDC did an internal look at pricing from four major suppliers, comparing prices from 2019 vs. now. The increases ranged from 5% to a whopping 37%. And yet consumers aren’t daunted.

Patience with higher travel costs might wear thin as the travel euphoria wears off, but for now, after two years of staying at home, travellers want to travel no matter what.

TDC’s sales volume is now very close

More good news: the trend to charging service fees continues. Increasing numbers of TDC travel professionals are charging professional fees, a trend that’s seen across the retail travel sector.

“It’s one of the good things that came out of the pandemic,” says Gagnon.

In February 2021 TDC offered its entire network, including franchisees and corporate-owned agencies, as well as its Agent@Home program, a revised professional fee grid. The fee grid details all the services provided to clients by travel professionals, reflecting more accurately the extent of their added value. It came with a comprehensive and free training program for all TDC network travel professionals, introducing a new philosophy towards the invoicing of professional fees.

Later in 2021, TDC launched Express, its comprehensive and easyto-use digital marketing system. “With Express, with a click of a button, travel professionals can create a flyer, literally in minutes,” says Bowman.

Express has licensed images as well as licensed travel blogs that travel advisors can use to inspire clients - and the advisor’s client database is built right in. So are analytics and CRM. “It’s the best of all worlds,” says Bowman. Open rates are extremely high, she adds, just under 50%. “When you’re sending something that’s exactly what the client is interested in, it’s extremely effective.”

EVEN DURING THE PANDEMIC, WE TOOK ON NEW MEMBERS. IT’S ALL ABOUT GROWTH FOR 2023. WE ARE CONSTANTLY LOOKING FOR OPPORTUNITIES.

NEWS

Sunwing announces strategic changes to its airline services TORONTO — Sunwing has anCANADA JETLINES TAKES OFF

Canada Jetlines takes off with first flights, signs on with Sabre TORONTO — Canada Jetlines, Canada’s newest airline, celebrated its inaugural flight last week, marking the start of operations out of its hub at Toronto Pearson International Airport.

The all-Canadian carrier’s first flight departed YYZ on Sept. 22 for Calgary International Airport (YYC) with media outlets and dignitaries, including Deputy Mayor Michael Thompson and members of Canada Jetlines’ executive team. Once arrived in Calgary, the gate event kicked off with speeches and a ribbon cutting ceremony followed by celebrations before departing back to Toronto.

“Canada Jetlines is excited to offer service on our inaugural day out of our Toronto travel hub to the vibrant destination of Calgary,” said Eddy Doyle, CEO of Canada Jetlines. “With a focus on leisure travel, we’ve selected Calgary as our first destination for its dynamic touristic options, expansive natural splendor and reach to a key segment of Canadians. We’re thankful to the airport and the community for their support in allowing us to take to the skies with our inaugural flight.”

Canada Jetlines’ biweekly flights operate Thursdays and Sundays out of YYZ to YYC at 7:55 a.m. and arriving

10:10 a.m. MST, and returning from YYC to YYZ at 11:40 a.m. MST and arriving at 17:20 EST. Frequency will increase to three flights per week, Thursdays through Sundays, in time for the holidays.

Following the launch, the airline also announced a new partnership with Clarity Travel Technology Solutions (Clarity TTS), a B2B SaaS platform. With the new collaboration, travel agents will be able to search, book, ticket, rebook, reissue, void, refund and book ancillaries for their clients, all through one simple platform.

“We’re excited for an enduring partnership between Clarity TTS and Canada Jetlines,” said Duncan Bureau, Chief Commercial Officer of the airline. “Considering the demand for rich, continuous travel content, Clarity Travel Technology Solutions provides us with the necessary resources to provide our partners with a seamless and integrated experience while saving travellers’ time and money.”

Canada Jetlines has also signed a worldwide distribution agreement with Sabre.

“This partnership aligns with our projected distribution strategy of providing the right content in the right channel. As a leisure airline, Canada Jetlines recognizes the key role that travel agencies play in our success,” said Bureau.

nounced new à la carte airline options for passengers effective Oct. 24, 2022.

The goal is to reduce costs for passengers and ensure they pay only for the services they want and need, says the airline.

The changes apply to seat selection, which will include the addition of Preferred seating, and à la carte baggage fees. The aim is to minimize upfront costs while providing options for customers to purchase extras or add-ons to suit their specific needs, says Stephen Hunter, CEO of Sunwing Travel Group.

“For the past two decades, Sunwing has had an unwavering focus on delivering unbeatable value to Canadians,” says Hunter. “We have continuously innovated to provide Canadians with more affordable vacation packages to some of the most popular sun destinations. These changes to our airline services come at a critical time as affordability is top of mind for Canadians, and will help us solidify our standing as the leading tour operator in the country.”

SUNWING HAS AN UNWAVERING FOCUS ON DELIVERING UNBEATABLE VALUE TO CANADIANS September 29, 2022 | TRAVELWEEK | 13

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NEWS

Kimpton Hacienda Tres Rios opening early 2024: Playa Resorts TORONTO — At Playa Hotels & Re-

sorts’ recent VIP Showcase & Reception in Toronto, there were sips, shucks and sweets - plus all the latest news travel advisors need to know to sell Playa, and of course, immense gratitude for everything agents have done over the past 2+ years.

Taking place at Constantine restaurant at Anndore House in the heart of downtown, the event drew an enthusiastic and high-energy crowd of Playa’s travel advisor partners, and everyone was in a celebratory mood as bookings continue to soar.

“I think it’s incredible for us to be here tonight, and to acknowledge what you have all gone through and the fact that you’re here supporting us. For me, personally, it does mean a lot,” said Rose Cosentino, VP, Sales, Canada for Playa Hotels & Resorts.

The dynamic duo of Cosentino and Amanda Morris, Director of Sales Canada, hosted the evening - and that’s fitting because during the pandemic, the two women kept everything on track for Playa in the Canadian market

THIS IS NEW AND EXCITING FOR US, IT MEANS THAT THERE WILL BE MORE OF THESE TYPES OF HOTELS IN OUR PORTFOLIO. during the long years of the pandemic.

“It was just really Amanda and I holding down the fort, if you will, during COVID,” Cosentino told agents.

The VIP event toasting travel’s rebound, and allowing Cosentino and Morris to re-connect with Playa’s retail partners, was a must-do, she added. “When Amanda and I first talked about it, when to do it and what to do, it was no-brainer. We’re going to do this and make it happen.”

PLAYA’S 3 PILLARS During the pandemic, when Canadians were still in lockdown, “the rest of the world was still travelling, and Playa was welcoming guests with all of our protocols at the resorts in place. And what we also decided to do was look at what, can we do better? If something was broken or not working, let’s see what we could do and make that guest experience even more enjoyable,” said Cosentino.

“We decided to focus on what we call

People Sandos has two new BDMs for Western, Central Canada Sandos Hotels & Resorts has added two new BDMs to its Canadian team.

Emily Spadafora is now Sandos’ Western Canada BDM, covering B.C., Alberta, Saskatchewan, Northwest Territories and Yukon. She can be reached at espadafora@sandos.com.

Juan Ruiz has been named Central Canada BDM, covering Ontario, Manitoba and Nunavut. He can be reached at jcruiz@sandos.com.

Together with Maryanne Dubé, BDM, Eastern Canada (mdube@sandos. com), Spadafora and Ruiz will contribute to Sandos’ continued success in the Canadian market, says Heidi Verschaeve, VP Sales North America for Sandos Hotels & Resorts.

Sandos Hotels & Resorts has nine all-inclusive properties in prime beach destinations in Spain and Mexico.

16 | TRAVELWEEK | September 29, 2022

the three pillars, and those are: enhancing the culinary delights / F&B at the resorts and across all of our brands; our entertainment - we really want to reimagine what that would look like so that guests are not just getting that typical entertainment that normally you would get at a resort; and health and wellness, especially post-pandemic whether it’s having a specialty smoothie or a relaxing session of yoga.”

Cosentino spoke to travel trends: “What we’ve seen and what we continue to see, is that people are travelling and they’re travelling for longer durations. They’re wanting a nicer room category, not the lead-in we’re used to seeing. People are paying that little extra typically for a suite, or for a one -or -two-bedroom villa. We’re seeing this more and more consistently from the Canadian market. Canada has a diverse group of travellers. And with our brands, we’ve got all different price points, from our Wyndham Alltras, to our Jewel Resorts, to our Hiltons and our Hyatts, and now of course with the Marriott Sanctuary that is part of the Luxury Collection.”

Cosentino also had some breaking news: the company’s first Kimpton resort in Mexico’s Riviera Maya. “This is new and exciting for us, it means that there will be more of these types of hotels in our portfolio. So when I say that we are still a growing company, that’s a perfect illustration of what that looks like.”

The Kimpton Hacienda Tres Rios Resort, Spa & Nature Park will be operated by Playa Hotel & Resorts and is expected to open in early 2024.

The renovated property will offer 255 rooms, 11 culinary venues, five swimming pools, a spa and fitness centre, a kids’ club and 26,200 square feet of meeting and events space.

Continued on page 20

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September 29, 2022 | TRAVELWEEK | 17

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18 | TRAVELWEEK | September 29, 2022

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NEWS …continued from page 16

“WE KNOW YOU’RE GOING TO BE WITH US” Morris had some words for agents at the VIP event as well. “This has been amazing,” she said. “The idea of being here tonight was really and truly like Rose said, just to get us all together to celebrate what we’ve been through and to celebrate where we’re going.

We know that you’re going to be with us and there’s a lot coming.”

“Our biggest selling feature for us, and why we’re so successful, is because we’re in the three main destinations that all your clients are looking for,” Morris added.

And keep an eye out for Playa’s newest addition: the Wyndham Alltra Riviera Nayarit. Says Morris: “We take it over October 10. We’re really excited to have a new addition to our Pacific Mexico product.”

20 | TRAVELWEEK | September 29, 2022

“It’s time to travel again”: Optimism at Asia Now’s night VANCOUVER — A spirit of post-

COVID optimism prevailed at the Asia Now event held last week at Vancouver’s Shangri-la Hotel as travel advisors packed the room to hear about four key Asian destinations – Taiwan, Korea, Singapore and the Philippines.

“It is time to travel again,” said Maria Lu, manager of Asian sales for Air Canada, an event sponsor along with the four tourism boards.

Lu said Air Canada kept its links to the Asian countries strong and noted that the airline built relations with other carriers in the region to provide extensive coverage from two key Canadian cities, Toronto and Vancouver,

the West Coast gateway to Asia.

Lu echoed what many of the attending agents were saying – that it has been a tough haul through the pandemic but agents see a market return occurring and a greater willingness among clients to travel again.

A common note from all four of the tourism boards in attendance was that COVID travel restrictions and quarantine requirements were easing for vaccinated inbound visitors, making it easier to enter and exit countries. They also noted that their destinations provide good value against the strong Canadian dollar.

Toronto-based Randy Snape, assistant director of the Korea Tourism Office (KTO), told agents that the Canadian dollar as of Sept. 8 was equal to 1,058 KRW, the official currency of South Korea. “That is a lot of bang for your buck,” he said. Agents should consider adding Seoul as a stopover for those travelling to other Asian points, he added.

NEWS Gregory Yap from the San Francisco office also attended representing Singapore.

(photo credit Jean Sorensen)

Plenty of insights, stats at Discover America Day KTO'S EMILY CHAN

KTO, present at the mini-tradeshow that accompanied the presentations and dinner at the Sept. 16 event, offered agents the Visit Korea Official Travel Guide as well as information available UNESCO sites.

Soleil P. Tropicales, tourism attaché for the Philippines, told agents that the Philippines can offer a range of adventure and diving activities. The Canadian dollar also goes a long way, she added. “One dollar Canadian will buy a beer,” she said. While Tropicales is based in San Francisco, she attended the event with Vancouver-based Lyra E. Ocampo, consulate general for the Philippines.

James Chi, marketing specialist for the Taiwan Tourism Bureau and based in Vancouver, told agents that Taiwan is one of the safest countries in the world. “Even at night,” he said,

adding that it is also culturally diverse; it is recognized as a Muslim-friendly country and was the first Asian country to recognize same sex marriages.

Whether for a day-tour or a weeklong stay, there are a range of tours that can be arranged for clients in Taiwan, said Chi, including cycling which is popular with round-the-island tours.

Jayne Yeo, representing the Singapore Tourism Board out of the San Francisco office, said Singapore has never been easier to travel to and from than now, as it is open to vaccinated and non-vaccinated and has no quarantine restrictions.

As well, she said, Singapore serves as a jumping off point to visit a number of surrounding countries such as Vietnam, the Philippines, and Indonesia and “most are quarantine free.”

People Flight Centre’s David Richardson gets a promotion Flight Centre Travel Group (FCTG) has appointed David Richardson as its new EVP & GM of Supply in the Americas.

Richardson, who first joined Flight Centre in 2004, takes over the role from John Beauvais, who retired at the end of the company’s financial year.

In his new role, Richardson will be responsible for executing FCTG’s global supply strategy within the Americas, encompassing commercial, distribution and operations. He is based in New York. His career at Flight Centre began two decades ago in London in 2004.

Says Richardson: “I am excited to oversee the next stage of our Supply strategy and continue to cultivate new value opportunities for our Supply partners.”

TORONTO — Prices may be up, and

staff shortages continue to make hold times, airport lineups and flights a challenge.

Nevertheless, “people are still travelling,” Raina Williams, Senior Regional Manager – Canada, Expedia Group Media Solutions, told attendees at the Discover America Day - Canada event.

Taking place at Arcadian Loft in downtown Toronto, this year’s DADC was the 13th annual and marked a welcome return for Discover America Canada’s popular in-person event.

Dozens of U.S. cities, states, airlines, attractions and more were represented, ready to showcase all that’s new and noteworthy for the consumer and trade media in attendance.

The day included a half-day Media Marketplace followed by a travel industry luncheon with keynote presentations. DADC is the only marketplace held in Canada that focuses purely on inbound tourism to the U.S.

“PEOPLE ARE STILL TRAVELLING” Participants at DADC were eager to hear Williams’ insights on industry trends, as bookings continue to soar.

PEOPLE ARE FINDING WAYS TO MAKE TRAVEL HAPPEN September 29, 2022 | TRAVELWEEK | 21

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NEWS

INTERNATIONAL FAMILY TRAVEL HAS RECOVERED TO PRE-PANDEMIC LEVELS, AND NOW IS THE SAME PROPORTION AS IT WAS IN 2019

photo credit Jean Sorensen

The desire and determination to get out and explore after two pandemic years show the resiliency of the industry, not to mention travel’s value proposition.

“What we’ve seen lately, in the last quarter, is that while prices are rising and operational issues and staffing issues continue to happen, we see that people are still travelling and they’re finding ways to make that travel happen regardless of all of the challenges in front of them,” said Williams.

From Expedia’s data at least, there are positive indicators on the horizon. “When we look at our week over week, we see that continue to grow.

But the great part about it is, while we still see 0 - 21 days and 0 - 30 days as a trend for that close-in because of the uncertainty, we’re also starting to see an uptick in long-haul bookings, which is creating more of that 90+ days and 180+ days out,” says Williams. “So we’re seeing a really good balance of that travel window opening itself up, which is getting us closer to our new normal.”

And while long-haul is trending up, transborder travel is a mainstay and continues to stay strong. “We’re excited to see how many Canadians are

LVCVA REPS NELI BOLDT, KARLY MELO, FERNANDO HURTADO AND DAVID HAN

24 | TRAVELWEEK | September 29, 2022

starting to make their way south of the border,” says Williams.

Another trend is family travel.

“During the pandemic, the biggest hit was international family travel. It declined more than any other travelling group. And what we’re seeing in the Q2 data is that international family travel has recovered to pre-pandemic levels, and now is the same proportion as it was in 2019, which is about 25%. So it’s really exciting to see that family travellers coming back.”

Las Vegas’ rebound out of Canada comes with attractions, deals VANCOUVER — Travel agents at-

tending the Las Vegas Convention and Visitors Authority’s ‘Vegas is Back’ event were not only wined and dined at the luxury D/6 Bar & Lounge at Parq Vancouver, they also heard how Las

Vegas is reshaping itself with new attractions and jackpot deals to get clients into airline seats.

Air Canada Vacations is offering a Las Vegas Blowout package priced at $399 for three-night hotel and flight bookings made Sept. 22-25.

Ana Vazquez, ACV’s area sales manager for B.C., Yukon and the Northwest Territories, said the market is returning and prices are rising. “Don’t let them (your clients) wait too long to book,” she advised travel agents.

WestJet Vacations is also offering deals: a 2% commission bonus on the regular 8% commission for bookings through Sept. 30. The travel window is good for 330 days plus from the booking date.

Shannon Cunningham, WJV’s manager of leisure sales, said the airline has added two new hotels, the newbuild Circa Resort & Casino Las Vegas, the city’s first adults-only hotel, and the Las Vegas Hilton at Resorts World.

WestJet also has published a flat sheet offering Las Vegas promotions that yield client savings on bookings at The Venetian Resort, Westgate Las Vegas Resort & Casino, The Cosmopolitan of Las Vegas, Wynn and Encore Las Vegas and MGM Resorts International.

Fernando Hurtado, LVCVA senior director of global sales, said Las Vegas is reshaping itself and adding attractions. The destination has seen 80% of the Canadian market rebound post-COVID, he added. Entertainment has been the major draw with casinos and shows. The city is now building sporting events and hosting a number of local and international sporting events that will provide more excitement for the weekends. “We have great entertainment,” he said, “But the weekends are something else.”

The new domed Allegiant Stadium, opened in 2020, is home to the NFL’s Las Vegas Raiders and has a roster of professional sporting events throughout the year. The stadium will host Super Bowl LVIII in February 2024. Las Vegas will also host Formula 1 racing in November 2023 with the Las Vegas Grand Prix. Part of the city’s iconic Strip

NEWS will be used as part of the race circuit.

Las Vegas is also featuring a unique attraction aimed at the sporting tourist: an indoor shooting range that’s close to downtown. Esther Cases, marketing director, Machine Guns Vegas, said the company’s two ranges are “only for tourists”. The company pays 20% commission and packages range from US$119 (the Femme Fatale package) to $229 (Seal Team 6 package). The venue is highly supervised with one-on-one instructors, she adds.

Mynor Guerra, vice-president of sales for Maverick Helicopters, said his organization offers 16 different tours including the Grand Canyon and pays commission depending on the package.

“Agencies have to register with us to earn commission,” he cautioned.

Maverick, which has a perfect safety record and can handle groups of up to 60 individuals, can also offer some unique experiences. “Such as a wedding at the bottom of the Grand Canyon,” he said.

NEW HOTELS & RESORTS LVCVA’s Hurtado said three new properties have been added or rebuilt in Las Vegas. They are Circa Resort & Casino Las Vegas, Virgin Hotels

VIRGIN HOTELS LAS VEGAS

Las Vegas (on the site of the original Hard Rock Hotel Las Vegas) and Resorts World Las Vegas (with a Hilton, Conrad and Crockfords). Agents wanting further information can contact Vancouver-based David Han, LVCVA senior account representative, at dhan@visitlasvegas.com.

Other representatives from hotel groups also told agents about major refurbishing efforts on properties or underway. Reps attending included: Alex Philby, director of leisure sales for the Sahara; Adolfo Lopez, director of global sales for MGM Resorts (mgmresorts.com ); Joseph Hernandez, leisure sales, The Cosmopolitan Hotel; and Pavy Kosadi, leisure sales

People

manager representing Caesar Entertainment’s 10 hotels plus luxury villas (caesartravelagents.com ).

Also represented was Indigo, owned by Michelle Sharples, who told agents she connects directly with producers of 35 Las Vegas shows and can provide commissionable tickets and tours.

Edna Ray, Air Canada’s senior key account manager, reminded agents of its weekend flight pass and southwest flight pass offers.

And LVCVA’s Hurtado urged agents to register for the LVCVA’s Learn and Earn program, where agents earn points for bookings that can be used for hotel stays, gift cards, and other Las Vegas travel. He said the registration also helps the LVCVA “reward everyone who has made bookings” with VIP events.

Lyell Farquharson now President of TTI Travel Lyell Farquharson has been named President of TTI Travel, a Canadian family owned and operated company and one of Canada’s first Virtuoso agencies, as well as the exclusive affiliate of BCD Travel in Canada.

Farquharson’s three decades of travel industry experience include six years at WestJet. When he left the airline in 2018 he was VP Global Sales. Prior to joining WestJet he was VP and GM Canada for American Express Travel Companies in Canada, from 2007 to 2012. And before that, he was President of Navigant Canada, and President of Rider Travel Group.

For the past four years Farquharson did consulting work as CEO of The TKB Group. “I’ve worked alongside many of TTI’s leadership team and staff in the past and respect and admire how they worked very hard to keep their team engaged and connected during the past couple of years,” he said. “Together I feel we can make a positive difference for our clients, key partners, and the travel industry overall.”

WE HAVE GREAT ENTERTAINMENT. BUT THE WEEKENDS IN LAS VEGAS ARE SOMETHING ELSE. September 29, 2022 | TRAVELWEEK | 25

NEWS

Industry vet Dianne Jackson launches Reps4Rent TORONTO — Travel industry vet-

eran Dianne Jackson has embarked on a new venture that allows timestrapped and short-staffed travel companies and agencies to rent independent sales representatives on an as-need basis.

Called Reps4Rent, the new start up provides short-term or project-based representation, consultation and other services geared towards tour operators, tourist boards, hoteliers, cruise lines, airlines and retail travel agencies. The company has four areas of service: trade and consumer shows; training and keynote speaking; general sales activities; and consulting and special project work.

Reps4Rent is currently recruiting independent sales representatives across Canada.

The company officially launched earlier this month with an industry event in Toronto.

“As we come out of the pandemic, it has become so clear that our industry can no longer sustain the larger sales teams of yesterday,” says Jackson, who boasts over 35 years in senior management roles in the Canadian travel industry, most recently serving as VP, Client Success at e-Travel Technologies. “And yet those sales activities are still important in order to maintain a brand in the eyes of both the distribution networks and consumers. There is a lot of noise out there, and having Reps4Rent brand ambassadors is an affordable, professional and flexible solution.”

Jackson adds: “Travel is rebounding in a huge way and suppliers are often finding themselves stretch to participate in all of the sales functions they want and need to do. Our goal is to ease the pressure to be everywhere, all the time.”

For example, says Jackson, with Reps4Rent, a company’s permanent 26 | TRAVELWEEK | September 29, 2022

sales department can focus on key projects such as quarterly reviews and specific client opportunities, while Reps4Rent ambassadors can concentrate on general sales activities and backfill where additional staff or talent is required.

Another option, she adds, is for companies located outside Canada to ramp up their presence at Canadian events with Reps4Rent ambassadors, without signing a long-term commitment.

“And the best part, because we offer a menu of services, is that you pay for only what you need. Our brand ambassadors will be trained to the client’s standards to deliver key messages and handle typical queries and concerns raised at industry events,” says Jackson.

At the same time, Jackson notes that Reps4Rent provides an opportunity for industry personnel to work as independent sales professionals as a way to stay involved in the industry they love, or to grow their current business by leveraging Reps4Rent.

“Reps4Rent is really an ideal marriage of needs and fulfillment,” she adds.

Some of the Reps4Rent brand ambassadors to date include such wellknown industry figures as Sal Buccellato, Jackie Coulson, Nick Roberti and Joseph ‘JD’ Dubois.

Jackson can be reached at djackson@reps4rent.com or call (249) 5038484 or toll-free at 1-877-724-8085.

HIKING IN COSTA RICA

Eco-travel leader Costa Rica sees uptick from Canada TORONTO — Count Costa Rica among the destinations already back on track with 2019 visitor numbers from the Canadian market.

Considering that Canada only really started to reopen for outbound tourism back in the spring, it’s an incredible accomplishment.

Canada enjoys special status when it comes to Costa Rica’s top inbound markets, sitting just one spot behind the U.S. The visitor levels from Canada more than triple any nearest European market.

And the very best part? William Rodriguez, Costa Rica’s Minister of Tourism, says that the “overwhelming majority” of trips to Costa Rica booked from Canada are through tour operators.

And a considerable number of those tour op bookings come via travel agents.

Minister Rodriguez, in Toronto recently as a guest of VoX International - which represents the Costa Rican Tourism Board here in Canada - says he’s “very happy with the level of support we get from Canadian travel agents.”

NEWS

TRAVEL AGENT FAMS Costa Rica reopened to tourism just a few months after the start of the pandemic - the country opened its borders on Aug. 30, 2020 - and soon international travellers were trickling back in, albeit predominantly U.S. travellers for a little while.

By late 2021 Costa Rica had sufficient confidence in the return of the Canadian market that it hosted a fam for Canadian travel agents who had completed the Costa Rica Specialist Program, hosted by Travelweek Group’s Learning Centre and available

in both English and French. Another fam with more Costa Rica Specialists took place last week.

The trade’s contact at VoX for more information on all things Costa Rica is Lorenzo Campos (lorenzo@voxinternational.com).

AIR LIFT, CRUISE LINES & NEW LUXURY HOTELS Minister Rodriguez says Costa Rica gets good lift from Canada: “We are well covered,” he says. Air Canada, WestJet, Sunwing and Transat all offer flights to Costa Rica.

Cruise lines are lining up to secure port calls at the destination too, with twice the number of ships calling at Costa Rica for the 2022/23 season as in 2019/20.

And check out the hotel news: Ritz-Carlton, Six Senses, Waldorf Astoria and One&Only are all building properties in Costa Rica, in the northwestern province of Guanacaste, on the Pacific coast.

Costa Rica has always attracted a wide range of travellers, from families to couples to groups of friends. The luxury segment always been present

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too, but these four new high-end resort brand developments should put the destination front and centre with luxury travellers. “There is a niche, there is growing demand,” says Minister Rodriguez.

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SUSTAINABLE TOURISM Costa Rica was a pioneer in promoting eco-travel and sustainable tourism, and more than a few competing destinations work hard to emulate Costa Rica’s success in these campaigns, none come close to offering the complete package. Maybe that’s because Costa Rica walks the walk.

Costa Rica boasts 1,228 kilometres of coastline and comprises 5% of the world’s biodiversity. And between its national parks, reserves and wildlife refuges, close to 30% of the country is protected.

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Says Minister Rodriguez: “I think we are well-known as leaders in environmental tourism. As it says on our website, ‘Sustainability is not a practice in Costa Rica, it’s a way of life.”

He adds that research shows that the vast majority of visitors - 92% say they feel like a better person after their trip to Costa Rica. The country’s focus on nature, biodiversity and protecting the planet no doubt have a lot to do with that high number. But it’s the locals, too, who add to the experience, he says. Costa Rica is looking to develop the cultural side of its product in its messaging to travellers, from

People JTB welcomes new BDO, Quebec & Eastern Canada The Jamaica Tourist Board (JTB) in Canada has appointed Daniel Stubbs as a new Business Development Officer. Based in Montreal, Stubbs will be responsible for overseeing business development in Quebec and Eastern Canada.

Prior to his new role, Stubbs worked at John Paul Conciergerie, and has also worked at Canadian Rocky Mountain Resorts and Caribbean Castle Resorts and Villas.

“Daniel is a great fit for his role as he is armed with the drive, skills and leadership qualities that will be integral to his role as a Business Development Officer overseeing Canada’s Quebec and Atlantic markets,” said Angella Bennett, Regional Director, Jamaica Tourist Board Canada.

“I am thrilled to be joining such a dynamic and enthusiastic team. My accumulated 10+ years of experience in tourism and hospitality will be key to helping elevate Destination Jamaica in the Quebec and Eastern Canada markets,” said Stubbs.

Stubbs can be reached at (514) 231-1968 or dstubbs@visitjamaica.com.

28 | TRAVELWEEK | September 29, 2022

culinary riches to the sense of community with Costa Rica’s residents.

Costa Rica is also promoting its Digital Nomads offering to Canadians.

Would-be temporary residents looking to live and work remotely in Costa Rica can apply online for a threemonth visa, which can be extended for one year, and then extended again for an additional year, if desired.

Haven Riviera Cancun to debut new Serenity suites CANCUN — It will be a bigger and better Haven Riviera Cancun this winter season, with several new enhancements including the opening of Serenity suites.

The adults-only luxury resort, located just 15 kilometres from the Cancun International airport, will be debuting the 102 Serenity suites on Nov. 1.

This exclusive new area comprises all Serenity Club benefits, services and amenities already familiar to guests, including a dedicated concierge, luxurious suite amenities, complimentary green fees and golf cart, a spa hydrotherapy experience, and access to exclusive restaurants.

NEWS

SERENITY SUITE AT HAVEN RIVIERA CANCUN

Earlier this summer, the resort launched a new selection of suites to provide a ‘Pure Wellness’ experience to guests. Designed for relaxation, these new PURE Wellness Suites undergo a seven-step, state-ofthe-art technological process to trap and eliminate viruses, bacteria and airborne particles, minimizing potential irritants.

Moreover, Haven Riviera Cancun has broken ground on a new convention centre, scheduled for completion in late 2023. The 20,000 square-foot facilities will accommodate all types of events and feature multiple breakout spaces and a spacious design.

African Travel unveils 2023 Inspiration Guide TORONTO — African Travel, Inc. has launched its brand new 2023 ‘inspiration guide’ brochure featuring itineraries that support wildlife conservation and local communities.

The digital brochure was designed to reflect the tour operator’s MAKE TRAVEL MATTER sustainable focus, and highlights different ways to explore Africa with at least MAKE TRAVEL MATTER

Experience built into each itinerary.

“Our 2023 inspiration guide showcases why ‘We Know Africa’ and how our immersive safaris guide guests into the heart of Africa,” says Sherwin Banda, President of African Travel Inc. “With the support of our TreadRight Foundation, all of our 2023 brochure itineraries will feature one of our MAKE TRAVEL MATTER Experiences, which meets at least one of the UN Sustainable Development Global Goals.”

To celebrate the brochure’s launch, and as part of its Advisor Education Program, African Travel is offering travel advisors and their guests the chance to experience these itineraries for themselves. Qualified advisors can travel with up to three guests and receive 30% off on African Travel’s 2023 brochure safaris of seven or more nights. Plus, advisors receive $200 after their first booking of seven nights or more.

“For agents, we are committed to bringing Africa to life and making their lives easier,” added Banda. “This digital brochure does two things well: providing ideas about Africa’s top destinations while being easy to customize with the advisor’s details and share with clients. The brochure also represents the expanded choices of Africa destinations that advisors can explore with us next year.”

SERENITY CLUB DINING

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