Issue 2

TRAVELMATTERS
EXPANDING THE BOUNDARIES

ISSUE 2 MAY 2017

Breaking new ground for the travel trade in Scotland, Northern Ireland, North of England & IOM

Spotlight on...

Short Breaks

Ken McNab asks:

“Is there still a role for TMCs, DMCs
or even simply travel agents?”

View from
the Tower -

Airline CEOs
under Pressure

PLUS:

Questions & Answers
Island of Cool - Iceland
Gregorz visits Vienna

A signed Manchester City first team football shirt, courtesy of Etihad Airways

Welcome...

....to Issue 2 of Travel Matters!

Wow! We have been blown away by the tremendous feedback we have received
about our first edition of Travel Matters - so many of you in the travel trade have been
kind enough to let us know how much you enjoyed it - thank you, thank you,
thank you!!!

We have included some of your reviews inside this month’s issue - but our thanks go
out to all of you for sending us your comments.

With that in mind, we would love for you to tell us about your favourite restaurant,
pub or hotel, in your local area. Are there any great places you go to - to relax or
unwind - maybe in Newcastle, Belfast, Douglas, Edinburgh or Glasgow, or the Lake
District or Highlands & Islands?

We would like to feature your favourite places in our Spotlight on the UK in next
month’s issue - so send us your suggestions via email to [email protected]

Thanks once again to all of you who have supported and contributed to this month’s
issue - we really do appreciate your support!

So sit back, relax and we hope you enjoy reading this month’s news about the people
and places you may know in travel….and remember - let us know what you think!

Get in touch...

 [email protected]

Hilary Douglas Gary Reavely Travel Matters is published by GAH Publishing Ltd,
96 Craigleith Hill Crescent, Edinburgh, EH4 2JP
Director Director
Printed by Claro Print
07989 414454 07762 630057
[email protected] [email protected] For magazine delivery and subscription enquiries,
email [email protected]

All rights reserved. No part of this publication may be reproduced in whole or
part without the prior permission of the copyright holder. All prices and data
are correct at time of publication. Opinions expressed in Travel Matters are
not necessarily those of the publisher and GAH Publishing does not accept
responsibility for any mistakes that may occur.

Inside Guide...

04 06 08 09

• Business Matters • This month’s • The Business Travel • WIN a luxurious
• Movers & Shakers Snapshots rail tour of India
Agent’s View by with If Only…
10 11
Ken McNab 12
• SPAA - • SPAA -
The Voice of Travel The Voice of Travel • Everyone needs a 13
Short Break - Spotlight
14 18 22 on Short Breaks • Check-In with
Glasgow Airport
• Fam Trip Highlights • Gregorz visits Vienna • View from the Bridge 28
- Iceland 26
• Spotlight on Crystal • The Secret of
31 My Success • A Journey
27 with Mike Evans,
• Questions and Fred. Olsen Cruise Lines
Answers with • A Journey
Jane Atkins with Mike Evans, 30
Fred. Olsen Cruise Lines
• The Canny Lad,
Darren Phillips

32 34 35

• View from the Tower • WIN Love2Shop • Recruitment
vouchers!

Your very own signed and boxed
Manchester City first team football
shirt, courtesy of Etihad Airways!

Etihad Airways has been Manchester City FC’s main club partner since
May 2009. During that time the club has enjoyed considerable success
having picked up four trophies, including two as the Barclays Premier
League Champions.
The Club’s stadium has been renamed as the Etihad Stadium,
forming the centre piece of a newly-named Etihad Campus, which
encompasses a large part of the Sport City site in East Manchester.

For your chance to win a Manchester City Football Club
signed shirt, simply answer the question below:
Question: How many flights does Etihad Airways
operate to Abu Dhabi per week from all UK airports?

Answers should be submitted by email to [email protected]
by no later than Friday 9th June, 2017. Entries will be entered into a
prize draw and the winner notified by email.

Editor’s decision is final. Terms and conditions apply: only one entry per person: prizes are non-transferable, non-negotiable
and no cash alternatives will be offered. Prizes are subject to availability and the prize suppliers’ terms and conditions.

3

news MoSvhearks&ers

Here are a few of the opportunities this month to get From Ship to Shore
connected and expand your travel knowledge:
DFDS have announced
SPAA Travel Quiz Final, the appointment of Mark
Glasgow Henderson as its new Regional
Sales Manager for the North of
Caribbean Princess Ship Visit, England, Scotland and Ireland.
Leith
Mark has worked for DFDS since
ABTA - A Beginner’s Guide to 2012 and his recent promotion
Travel Law, Glasgow sees him move from a customer-
facing role as an officer onboard
CMV the company’s Newcastle Amsterdam ship, King Seaways,
Columbus where he was in charge of all entertainment, the casino and on
Ship Visit, board bars.
Invergordon
Colin Fawcus, National Sales Manager for DFDS, said: “We’re
Caribbean Princess Ship Visit, delighted to welcome Mark into the UK Sales team and he
Leith already has extensive knowledge of DFDS products, which puts
him in great stead to build strong relationships with our existing
SPAA trade partners and share his insight to attract new customers.”
Summer in the City,
Edinburgh Speaking of his new appointment, Mark said: “I’m very excited
Grab your glad rags and to be joining the DFDS sales team and looking forward to
get ready for glitz and meeting our travel trade partners. We have a fantastic range of
glamour at our Great Gatsby packages and incentives on offer this year and it’s great to be
Summer in the City party! part of a dedicated team focused on growing this area of our
business.”

For more information you can contact Mark by email on
[email protected]

I have just read the first edition Well done! Your first edition View last
of Travel Matters and wanted to looks fantastic and is head and month’s issue at
email you to congratulate you shoulders above the opposition.
on a fantastic publication You must feel very proud www.travel
matters.biz
John Barr, Ian Dickson Travel Brendan Maguire, Managing Director,
If Only

We got ours today, really Just wanted to say a huge Look out for
refreshing and full of great congratulations for a fantastic the caption
content. You should be first edition of Travel Matters. competition
well chuffed! I was at an event today and all the in this
airlines/agents that attended month’s issue!
Lesley Millar, Jigsaw Travel were speaking very favourably
of the publication

Mike Reynolds, Account Manage, Icelandair

“I’ve just been on a once-in-a-lifetime holiday! I’ll tell you what - never again!” (Tim Vine)

expanding the boundaries may 2017
4

Sum r SALEFred.Olsen’s

Cruise from Scotland or Newcastle

At Fred. Olsen Cruise Lines, we believe cruising should be a relaxing experience from
start to finish – which is why we offer convenient departures from your local port.

Sailing from Scotland or Newcastle means that you can start your holiday at sea with
ease; with fewer departures than some other UK ports the facilities are less crowded,
making the start of your holiday a breeze. Fred. Olsen’s traditionally built, smaller ships

are on-hand to take you to a wide range of destinations.

Summer Anchor Fares - 2017 departures from Newcastle

Where to? When? Nights ID Price Was Price From
14 £1,799 £1,299pp
The Wonders of Spitsbergen 10th Jun 15 L1712 £1,799 £999pp
8 L1714 £1,099 £699pp
Authentic Andalusia 1st Jul 9 L1717 £1,199 £999pp
11 L1718 £1,399 £1,199pp
Scottish Highlands to the Lizard Peninsula 6th Aug 9 L1720 £1,199 £999pp
11 L1721 £1,299 £999pp
German Waterways 14th Aug L1722

Icelandic Explorer 28th Aug

Greatest Fjords of Norway 8th Sep

Scandinavian Waterways & capitals 17th Sep

2017 departures from Rosyth When? Nights ID Price Was Price From
Where to? 14th Aug 7
Lochs of Scotland 17th Sep 7 W1712 £999 £799pp
German River & City Discovery 4th Oct 10 W1716
Rivers & Cities of France 14th Oct 16 W1718 £899 £799pp
Landscapes of Portugal & The Canaries W1719
£1,249 £899*pp

£1,849 £1,299*pp

*based on ocean view as interior sold out

Fares are per person, based on twin occupancy of the lead-in twin room, subject to availability. O ers may be amended or withdrawn at any time without prior notice, are subject
to availability & cannot be applied retrospectively. All bookings are subject to Fred. Olsen’s standard terms & conditions, available on our/their website & on request. Some ports
may be at anchor, intermediate days are at sea. FOCL reserve the right to amend itineraries for operational reasons. Prices are correct at the time of going to print (April 2017),
but are capacity controlled and may change at any time. Call for the latest prices. All Inclusive Upgrade o er covers selected beers, wines, spirits and soft drinks, subject to
availability. Tours, tips, premium drinks, medical facilities and other optional spend, during travel to the ship and while on board, are not included. Any additional expenditure will
need to be paid separately. All Inclusive Upgrade Package must be booked at least 8 days prior to departure. Summer Sale Anchor Fares quoted are valid from 10th May 2017 until
31st July 2017, subject to availability. Terms & Conditions apply; please see our website for details. Anchor fares: full payment is required at time of booking. 100% cancellation
charges apply and guests cannot transfer their booking to an alternative cruise. Room number will be confirmed at check-in, not before. Additional discounts,
including Oceans Loyalty Discounts, do not apply. Dining time will be allocated automatically, unless chosen for a supplement of £2 per person, per night,
subject to availability. Some ports may be at anchor, intermediate days are at sea. We reserve the right to amend itineraries for operational reasons. E&OE.

This month’s SPAA Spring Seminar &
Networking Lunch
Snapsh ts...

expanding the boundaries may 2017
6

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see www.ncl.co.uk for full terms and conditions. NCL (Bahamas) Ltd., Southampton, UK Office 4th Floor | Mountbatten House | Southampton | SO15 2JU.
©2017 NCL Corporation Ltd. Ships‘ Registry: Bahamas and United States of America. 6602.29.5.17

Why not celebrate
being a Travel Agent?

The business travel agent’s view by
Ken McNab

It was a pleasant surprise when my good friends Hilary and Gary asked me to
write a few words about Business Travel. I’ve often been accused of “shooting
from the hip” and I won’t make any apology for that. It’s what we think that counts
and we should have the freedom of speech to be able to express ourselves in the
press and reveal what we believe and is dear to our hears.

Business Travel is often shrouded in cloaks As principals reach the bottom of the pit “There is no ASTA without you. Your
of mystique, but it’s not really that different. in price cutting, stripping out service and continuous support of ASTA and the travel
It’s still about giving good service, value for charging for seats, baggage, cups of tea, agency community fuels the success of
money and what the client wants. that old body, ’ the human being-agent’ is our industry and helps us shape a positive
learning how to bring together all the things outcome, ensuring the growth and success
How we do it does matter, as technology that create a satisfactory journey for his of the agency community for decades to
has crept in, trying to take over human fellow man, because this is beyond what come.”
intervention and with a degree of success, the computer programme has listed among
as we have adopted it and used it in good its options. Now here’s a country, the USA, with
measure. the world’s biggest retail economy,
We merge fields of service like transfers, recognising the good work Travel
The question now is, “With all the accommodation, meals and entertainment Agents do by having a day to
technology, are we still needed?” Is there along with the flight and any other ancillary celebrate the role we play and their
a role for TMC’s, DMC’s, or even simply arrangement. There is not yet a program biggest association ASTA (ABTA’s
agents? which is dynamic enough to do all we can. equivalent) is saying, “well done, you
On Wednesday 3rd May, Zane Kerby the are recognised and thanks”.
Well, don’t put yourself down. We human CEO of ASTA said: ”Today is National Travel
beings have still got many skills that Agent Day and I want to take a moment to Is there a lesson here for our associations?
computers have not caught up with, recognise you and the great work you do Perhaps as we run into Brexit we should be
such as reading body language, hearing for the travelling public. celebrating our past success like this and
intonation in tones and voice, learning ignoring what we don’t know.
what a pause means etc. “No matter what the challenge, agents
uncover ways to remain an invaluable No one today can say how Brexit will work
What we should be about is giving our link that connects people to the world. out but you can be sure when it’s done, we
customer (the traveller) what they really Thank you for your support and for being a will all still be travelling for work, having
need. member of our thriving community. holidays and looking for the best of service.

Business Class update from Turkish Airlines

Do you have clients travelling in Business Class
on Turkish Airlines?

As of 12th May, Turkish Airlines began offering laptops to business class
travellers onboard both US and UK bound flights.

Passengers who hand in their personal laptops to the authorised TK staff
before their flight, can request a laptop from the cabin crew in order to be
able to continue to work online, while onboard.

The laptops are totally secure and all personal information/works carried
out onboard by passengers will be automatically and permanently deleted
from the system when the notebook is turned off. However, passengers can
also make a copy of their work to an USB memory stick, if required.

expanding the boundaries may 2017
8

news Life is better
in flip flops
Take off with…

airBaltic and Ryanair...

Two new routes have taken off from
Aberdeen International Airport this month.

The airport has launched its third and fourth new routes of the year
which will now see Aberdeen passengers able to travel direct to Riga
and Faro. Low-cost airline, airBaltic, has launched a three times weekly
service to Riga offering excellent links to the Latvian capital and Baltic
States. A new twice a week Ryanair service to the popular holiday-
destination of Faro in Southern Portugal has also been launched.
Flights are also available to Malaga and Alicante.

Fly from Aberdeen to the Costa Dorada

Thomson & First Choice have announced a new route to Costa Dorada
for Summer 2018 from Aberdeen. The move to introduce new routes is
part of the holiday brand’s strategy to ensure holidaymakers across the
UK can fly from their local airport.

Customers travelling on the new route to Costa Dorada will now have
access to some of Thomson & First Choice’s most popular flagship
hotels, including the 4T TUI Family Life Avenida Suites with revamped
rooms and easy access to the PortAventura theme park.

Win a luxurious rail tour of India

Win the trip of a lifetime and live like a Maharaja or Maharani on one of India’s most
luxurious trains from Mumbai to Delhi - the Deccan Odyssey.

Make an India booking with If Only... before 17 June 2017 to be entered into the
prize draw - every Deccan Odyssey booking doubles your chances of winning!

Find out more at agents.ifonly.net

May 2017
9

Gastric illness - SPAA Great Gatsby
We are sick of it! Charity Summer in the

A huge thanks to Stephen Mason, senior partner City Event 2017
at Travlaw for the very insightful and informative
seminar that we had before our Spring Networking Thursday 29th June
Lunch at the fabulous Blythswood Hotel in April. Balmoral Hotel
Coming from one of the UK’s top Travel Lawyers, it Edinburgh
was (as the credit card advert says) :- Priceless!
There could not be a better time for
Many agents now have their own ATOLs (or small business ATOLs) and it means that you to relax and enjoy yourself than
in the eyes of the law, they are liable for any holidays that are booked as ‘a package’. at the ever popular Charity Summer
Now that might seem like a straightforward statement, but ever since I have been in the in the City Event.
travel business there have always been some big question marks around what actually
constitutes ‘a package’! The Balmoral Hotel is such a great
venue that we decided to create a
Stephen kindly clarified some of the issues, highlighted some of the test cases and Great Gastby theme for the evening.
helped define what currently constitutes a package. He then moved on to explain how The dress code is therefore to suit
things will change when the new EU Package Travel Directive (PTD) will be implemented the occasion which would include a
in 2018. dinner suit/striped blazer or similar
for the men and flapper type outfit
I won’t go into this in too much detail because in my opinion, if you think it’s complicated for the ladies.
now - it’s about to get a lot worse, with the ‘abolition’ of Flight Plus (which will now be
considered a package) and the introduction of ‘linked travel arrangements’ which is There will be prizes for the best
trying to capture and regulate some of the business models currently employed by some dressed lady and gentleman!
Online Travel Agents (OTA’s) specifically to avoid ATOL regulation. If you currently have
an ATOL, it is definitely worth looking into, as there are some major changes ahead. The event is generously being
sponsored this year by our headline
We then covered the very topical issue of the huge rise in Gastric illness claims which sponsors Fred. Olsen Cruises, Delta
are currently plaguing the industry - (also hugely relevant because of the above - Agents Air Lines & Virgin Atlantic and
with own ATOLs will be liable.....) Edinburgh Airport.

This is currently so bad that it has affected many of our members and associates - there The evening will start at 1830 with
have even been rumours of some Spanish hoteliers threatening to withdraw from a pre- dinner drinks reception
offering ‘All- Inclusive’ holidays (if guests are forced to eat elsewhere, it is more difficult to courtesy of Travelport and
prove that the hotel is liable). dancing and entertainment
thanks to Classic
Recently there was a warning posted on the FCO travel advice page for Portugal stating Collection Holidays.
that if you make a false or fraudulent claim for gastric illness, ‘you may face legal
proceedings in the UK or Portugal’. There will also be a charity
raffle in aid of Mary’s Meals
Apparently, Jet2 Holidays employed a private investigator who recorded footage of a with great star
‘tout’ trying to encourage holidaymakers to make bogus claims. This is a very serious prizes of tickets for
problem indeed and I feel that as an industry, we have to back our Tour Operators and transatlantic flights
suppliers in their fight against the unscrupulous claims companies who are driving it in and a five- night
this manner. cruise.

Stephen explained that there are moves afoot for government intervention regarding may 2017
raising the small claims limit that will make it unviable for claims companies to become
involved. But this process has now been delayed by the General Election.

Unless something can be done about it soon, it will definitely be a case of a few bad eggs
ruining it for the majority. If you pardon the pun, of course...

Alan Glen,
SPAA President

expanding the boundaries

10

Meet some of our newer Associates

Welcome to Titan

London City Airport will Richard Wilson is providing Scottish-
be celebrating its 30th based support for the first time for Titan.
Anniversary later this year! Glasgow resident Richard brings 13 years of
airline and retail experience to the role and
London City Airport serves over 40 is keen to promote Titan’s range of regional
destinations across the UK, Europe and flying options from Scottish airports
the USA with excellent connections from as well as the peerless combination of
Aberdeen, Belfast, Edinburgh and Glasgow. door-to-door home transfers and free
regional flights if departing from London.
Contact: Anne Doyere Richard will also support agent partners in
Email: [email protected] Northern Ireland.
Tel: 07834 518352
Website: www.londoncityairport.com For more information on Titan, its Agency Sales team
and support for agent partners, call 0800 988 5166
or visit www.titanagents.co.uk

Diogo Castanheira is the UK and Ireland Award-winning premium all-inclusive operator Club
Account Manager for Hainan Airlines. Med introduces the agency sales team to lead the
charge in Scotland and the rest of the UK.
Having recently joined this multi award
winning Chinese private airline, Diogo Covering Scotland, Phil Shipman has over
brings with him a wealth of experience 20 years of travel industry experience.
from his background within the travel Having worked for Club Med for over
industry. seven years now, Phil is Club Med’s senior
business development manager and covers
Hainan will operate the Boeing 787 the largest region which includes Scotland,
Dreamliner on its route between Manchester and Beijing, with North of England (from Lincolnshire,
connecting flights available with Flybe from Edinburgh, Glasgow, Rutland, Leicestershire, Staffordshire &
Belfast and Aberdeen. Shropshire), North Wales and Ireland!

From 1st June, the service will operate five times per week, Phil comments: “2017/18 promises to be another exciting year
and from July through to September, will operate daily. For and I look forward to working with our partners in Scotland.
business class passengers, the Dreamliner offers 36 business The Scottish market is a huge opportunity for us, with Club Med
class flatbed seats along with state of the art technology, as well offering flights from all regional airports including Edinburgh,
as a complimentary limo service within a 45 mile radius of Glasgow and Aberdeen.”
Manchester Airport.
Phil can be contacted via email on
Contact details: [email protected] / tel 07834 000 452.
Diogo Castanheira
Account Manager, Manchester Office For agent bookings, call 020 8971 9074 / For agency support,
Mob: 07809 903222 email [email protected] / For agent information,
Email: [email protected] visit clubmedagents.co.uk / Follow us on facebook:
Website: www.hainanairlines.com Club Med Agents UK
Hainan Airlines Co., LTD. Part 3rd Floor Suite (301),
Bridgewater House, 58-60 Whitworth Street Manchester M1 6LT

May 2017
11

short brefaekastufreaeture

Everyone needs a short break...

By patrick millar, KIrker Holidays

Everyone needs a short break, whether it is a chance to celebrate a special occasion – perhaps a big
birthday or wedding anniversary – or just an opportunity to escape from the routine for a weekend,
a few days away can work wonders to recharge the batteries.

In recent years, short breaks have become elements for many, especially those who opportunity to add value to the clients’
as much part of people’s annual agenda are celebrating a special occasion… or short break experience – with pre-booked
as a summer holiday – perhaps more experienced travellers who have learned entrance tickets for museums, pre-reserved
so – and are no longer seen as a frivolous the hard way that there is no time to waste seats at the opera and recommendations
indulgence. We all feel entitled to escape for when you are on a short break. for shops, cafes, bars and restaurants.
at least one long weekend a year, to visit a
new city and tick it off our travel wish list, to We have found that some of the most There are now a wide range of direct flights
enjoy a welcome dose of spring or autumn popular destinations have changed from Scotland and the north of England as
sunshine while the weather at home is dramatically over the last five or ten years. well and offering local departures is a great
reliably unreliable, or simply to unwind for Vienna continues to grow in popularity, way to add value to the experience.
a day or two, away from the normal routine. with its unparalleled cultural offering Websites don’t have the ability to make
– from world-class opera and classical useful suggestions like this so you will
Kirker has specialised in providing short concerts to grand Imperial architecture and win new friends (and clients) by being
break holidays for over 30 years now, spectacular art collections. There are also proactive – and it pays to brush up on your
and during that time we have seen some great jazz clubs, famous cafes, and some geography… not just in the UK.
big changes in the way people book, the wonderful restaurants – and finding the
destinations which are available and the perfect strudel or Sachertorte is as much For example, Faro is a gateway to the
technology which is at our fingertips. part of a great short break as staying in a Algarve, but also close to Seville, Cadiz
decent hotel. and Jerez in Andalucia; Malaga is known
It is no longer the case that clients require as a beach holiday destination, but is also
the skills of a travel agent or a tour operator Similarly, St Petersburg is now a very one of the most exciting cultural cities in
when it comes to booking a flight or a desirable short break destination, with Europe, with a host of new museums in
hotel – consumers have that power at the magnificent palaces and galleries as well as the city itself, making it a great city break
touch of a smartphone or an iPad screen. a renowned opera and ballet theatre – the destination; and Bologna is not only an
However, we have learned that as travel Mariinsky. Lisbon too has seen a growing excellent alternative airport for those
experts, we are able to offer a lot more than demand, with its charming cobbled streets, travelling to Florence, but is well worth a
simply a booking service and there is in fact great value seafood restaurants and a visit in its own right – with some of the best
more demand for our services now than range of excellent museums – including the food in Italy.
ever before. newly opened MAAT (Museum of Art &
Technology) in a converted power station, Whether opera-lovers, wine-experts,
Agents and operators selling short breaks reminiscent of London’s Tate Modern. restaurant-goers or art aficionados,
must remember that we are offering everyone needs a short break and it is our
added value in terms of expert advice, It is these cultural destinations where job to remind them to book one!
peace of mind and a hand to hold – crucial agents and tour operators have the most

expanding the boundaries may 2017
12

short brefaekastufreaeture

Check-In with...

Glasgow Airport’s
Gemma Carpenter

Why not In 2016 Glasgow Airport not only celebrated its
choose a 50th anniversary, it also saw record passenger
Glenton numbers of 9.4 million. 2017 is set to be another
Holiday for busy year with brand new flights to destinations
your clients? including Bergen, Frankfurt, Iasi, Krakow, Lisbon,
Madrid, New York JFK, Valencia, Zadar and many
Glenton was established in 2006 and has steadily grown into a more for summer 2017 and winter 2017/18. As one
multi award-winning coach holiday specialist. of Scotland’s leading long-haul airports, with over
120 destinations serviced by around 30 airlines,
Last year Glenton’s tenth birthday celebrations came to an there is plenty of choice for your customers.
outstanding end as our company was declared winner of
‘Best Booking Agent’ at the Scottish Outdoor Leisure Awards. This summer has also seen the opening of the Airport’s new pick
Previously Glenton triumphed with the accolade of ‘Best up and drop off. This new combined service has been introduced
European Coach Programme’ at the Coach Tourism Awards. Now at the airport on the ground floor opposite the main terminal.
our trailblazing tours have made us winner of the ‘ Best Holiday Drivers dropping passengers off or picking them up can use
Programme’ gong at the British Coach Tourism Awards. the new area and there will be a new road layout to access it.
Alternatively drivers can wait up to 30 minutes for free at the
If you are unfamiliar with Glenton brands, we specialise in long stay car park. Another development in the airport was
coach holidays the length and breadth of Britain, Ireland and the opening of the new Car Rental Centre - this facility offers a
Europe aboard traditional executive coaches or our luxury Select one-stop-shop car hire facility for passengers housing all of the
fleet. All coach passengers receive an onboard welcome pack airport’s rental partners including Hertz, Avis and Europcar.
containing refreshments and travel items and many Glenton
holidays include the convenience of a free door to door service - Customers now have even more retail choice when they fly
it is called the Glenton way. from Glasgow on holiday, with both Jo Malone and Bobbi Brown
now available. Last year also saw the opening of James Martin
Glenton also offers ocean cruises and air package holidays with Kitchen and Panopolis, which offer a variety of delicious dining
departures from Scotland, North East England and Yorkshire. options for passengers.
Glenton was one of the first coach operators in Scotland to
organise getaways exclusively for solo travellers with our Without the travel trade we would not be able to attract such great
popular Good Companions programme, which benefits from no destinations and in recognition of this support, we offer agents
annoying single supplements. 60% off our online parking prices and a discounted rate for the
Upper Deck Lounge of £13 per adult.
Glenton also organises group travel for clubs and societies with
the option of tailormade itineraries. Finally, Glenton is bonded by To take advantage of this, e-mail the team on
both ABTA and ATOL giving customers financial security and [email protected]
peace of mind.
For more information on departures from Glasgow Airport,
So why not choose Glenton for your clients visit www.glasgowairport.com
and let them discover the Glenton way...
Gemma Carpenter
Lindsey McLaughlin Travel Trade Marketing Coordinator
Marketing Manager, Glenton Holidays Glasgow Airport

May 2017
13

fam trip highlights

Iceland

with Icelandair

Report by Rebekah Davidson, Stewart Travel

Dates Visited 11th – 14th September 2016
What Did I like:
Airline Iulnodveedr tthheartaIdgoart.tIocevliasnitdahcaosusnotrmyetthhaitnugnfotirl recently, has been sitting
IYnAcooeirutlpaRaonecrdyttuakisiajraul(lvyosíepkfldeyArfiaionrtrpteododorKbtme.yRfelAeasyvitrikickIjcaAevliiarkpnodr).t, everyone!
flights only.
Keflavik is only around a half an hour Route: Aberdeen to Keflavik
transfer to Reykjavik. Check-in: Easy and quick. Just what you need to kick
start your break.
No visa required by UK citizens
going to Iceland. Luggage: 23kg plus hand luggage formation
What did I not like passengers.
Destination Summary Saenadtsse: Laetsanthoemr soeraettinhganlaaidpporuotxaismaa2tealnyd826

Currency / Cost of Living Food: a good range of snacks and drinks.
Schereveircye, poonl-itbeoaanrdd:aFtatenntatisvteic. service! The staff were
Excursions
Absolutely no complaints! I would go back in a heartbeat.

• UTAThnhmeseapylozodicinlratgi,lvnpfeoaeootoundpr,talbheloeabtrerheiaglsuohotctyawsli•daaErenpmodicfaintlnahtndeedrirnnosvacataidtipoianenngsad•l U•oAvneifqarutbaeuklaeoroucnhs irttahenecgtlueerfotef places to stay
•
•
•

IAA(cdedbelooapwunebdnl loidecfinKnspigrpoaoongnfhaBwe(kathtirileeicrsyaetsrhybweoouaansbeaabarparte)pwv£r1aioa0sxt.0iiaomp0npa-)rt£eo1lx5yi.0m£07a..0te0ly and well
in, you can
• wsWBtloauhyreatihlnLetafhWogeroamaotscnohl:onWinneygog.uaTYsloodyuutorhnu:oeTlreihokdiuestg!owhsolyeulreldecctboaemsgprmeeaectniffidocrtehwnistirledyxlticfiemureesn,iobthnuu.tVsoienarscytesr!yeColaauxnaibnreeg a bit of a hit
•
••• oHbTwSrronhoearoeersmtwdGehiomoRsdlfsoidohdtiebhnoinniorglsgiu.CneYgLi,gorhwacuo.vlhnegaielTLTetoaoteonuuxgrrsp::kelTYoeoohrjIiuuicnselggleleaGxtthncltaeduoc’rIscciseboieoreml:anaFneuwodturyiilpctlhftilcraaolsvoksteeashelfuaoiaepnonlddmkd.sinop! gsetrfoosofrynaoasulliwrghdittahlyyI,cmbeuolatrinet’dsu’wsnhieqilsulteoric
adventure!

expanding the boundaries may 2017
14

short brefaekastufreaeture

Look out for new service to Athens

Perfect for a short break, Aegean Airlines is launching a new covers. This includes Crete, priced from £160, Rhodes,
twice weekly scheduled service from Edinburgh to Athens, starting from £161 and Santorini, with prices from £175.
commencing 19th June 2017. This service will operate Prices include taxes and complimentary hot meal and bar
every Monday and Thursday through to 26th October 2017. service on board.

While Athens is a great destination for a city break, with its For more information, including baggage allowances etc.,
history and culture, clients can also connect onwards to visit the travel agent page on www.aegeanair.com.
over 30 Greek and Cypriot destinations the Aegean network The airline also offers agent discount fares.

Luxury CoaCh traveL for the discerning holidaymaker

teLephone 0141 374 2462 Benefits Include...
GLentonhoLidays.Com • Dinner, B&B
• Door to Door* service
*conditions apply • Premium welcome pack
• Guided tour on one day of your

holiday
• Coffee and pastry on outward

journey
• Meal on return journey
• On board library

• Luxury travel in GLenton Select

coaches - extra leg room - reclining
leather seats - climate control
- panoramic windows - satellite
navigation

call
for your
copy

May 2017
15

short brefaekastufreaeture

The island of Cool - Iceland

By The Dream Client

When it comes to short breaks, my friends (‘ladies who love to travel’) and I, have been there, and
done that, so when our travel agent said, “Go to Iceland - you will love it” - we took her at her word
and enjoyed one of the very best trips we have ever had!

The holiday was just incredible, as we outside in December but the experience spectacular fashion in an amazing setting.
enjoyed world class tours and sights, was in a word - incredible! We spent an hour here just enjoying the
browsed the quirky shops, sampled the spectacle.
amazing nightlife and encountered some The changing rooms were superb, very
of the friendliest people, all of whom high tech, spotlessly clean and then when What an experience - it was a fantastic
spoke excellent English. you go outside it’s like another world. It trip and one that should be on everyone’s
was pitch black except for the floodlights ‘bucket list’!
At just over two hours flying time away - the air temperature was minus three but
- Keflavik airport was really impressive. the water in the lagoon was a balmy 38 USEFUL INFO
Our agent pre- booked our transfer so we Celsius. The water is shallow, a few feet
were met and whisked into downtown deep and there are saunas and steam • Anyone will have a great time here
Reykjavik, the world’s most Northerly rooms to luxuriate in as well. We opted -it’s ideal for special occasions,
capital and to our hotel in 50 minutes. for a comfort package which included outdoor types and party lovers
entrance fee, face masks, drinks, slippers - it has it all.
ACCOMMODATION - ICELANDAIR and bathrobe. We spent the most amazing
HOTEL REYKJAVIK MARINA two hours relaxing in the beautiful warm • Make sure that you recommend
water, drinking wine and indulging in and pre- book tours. There is a huge
The hotel was warm and really silica and algae face masks. choice from pony trekking and
welcoming with lots of atmosphere whale watching to hiking alongside
and character, cosy seating areas and THE GOLDEN CIRCLE - ONE OF THE volcanoes.
roaring fires. It was situated in a fabulous BEST TOURS WE HAVE EVER DONE
location, with a picture postcard view of • The night life, especially on Fridays
the harbour. A great choice for me and my This tour was also pre- booked and and Saturdays, is really quite
friends. what a call it was - yet another amazing something to experience. The
experience! You drive through a incredibly trendy bars are packed out
THE WORLD FAMOUS BLUE LAGOON fascinating volcanic landscape to the with everyone going onto nightclubs
- ONE OF THE 25 WONDERS OF THE world famous Geysir geothermal area. in the early hours and finishing
NATURAL WORLD Most famous is Strokkur which shoots a around 0500!
tower of hot water and steam over 100
A must do experience! We were advised feet in the air every few minutes. • Icelandair fly from Glasgow,
to go in the evening, after dark and what Aberdeen and Belfast City.
a fab piece of advice it turned out to be. Then it was onto the Niagara Falls of
I have to admit being hesitant about Iceland - Gulfoss which drops 105 feet in • Wow Air and EasyJet fly from
putting on a swimming costume to go Edinburgh.

expanding the boundaries may 2017
16

ANCHORAGE

VANCOUVER
EDMONTON

SEATTLE
PORTLAND

ICELAND ABERDEEN
GLASGOW
DENVER MANCHESTER
MINNEAPOLIS / ST. PAUL
BIRMINGHAM
BELFAST LONDON

HEATHROW
& GATWICK

CHICAGO

TORONTO MONTREAL

WASHINGTON D.C. BOSTON HALIFAX

PHILADELPHIA NEW YORK
JFK & NEWARK

TAMPA ORLANDO

ICELAND & 18 NORTH
AMERICAN GATEWAYS

Fly from 7 UK airports including
Glasgow, Aberdeen & Belfast

Reykjavik I Anchorage I Boston I Chicago I Denver I Edmonton I Halifax I Minneapolis I Montreal I New York I Seattle
Toronto I Orlando I Portland I Vancouver I Washington D.C. NEW IN 2017 : Philadelphia I Tampa Bay

+ icelandairtraining.co.uk

short brefaekastufreaeture

Gregorz... The well travelled bear visits...

Ooohh, Vienna

Johann Strauss and Mozart called it home The ‘must see’ list starts with Schonbrunn Man’ and at the Wiener Riesenrad (Giant
which tells you something of what awaits Palace. Former summer residence of the Wheel) you can see a landmark from the
you in this city. I spent a wonderful few Hapsburgs, this baroque style building is a movie. Situated at the entrance to Prater
days amid the striking stop and gawp site to behold. Take the Grand Tour for 17 Amusement Park, it’s a giant Ferris Wheel
architecture and sheer indulgence that euros and spend just over an hour walking and one of Vienna’s top attractions. The
is Vienna. through the 40 rooms open to the public. gondolas are traditionally built and give an
Don’t miss the gardens at the rear of the amazing view of the city.
The look and feel of this city simply oozes Palace incorporating a maze, orangery and
luxury and splendour. At every turn, the wonderful Gloriette monument that looks Truly a city of culture!
buildings are magnificent and streets wide. down across the gardens.
Turn a corner and you find a more elegant Top Travel Agent Tips:
building than before or a hidden gem of a No less amazing, is the Hofburg, the former
church or monument. winter Imperial Palace and now the official 3 Vienna offers fantastic Christmas
residence of the President of Austria. Sit in markets but I prefer to see the city in the
Now you might think all this grandeur the square surrounding the Hofburg and sunshine. Best months to visit are May,
comes with a high price tag. Well, I was admire the view. Add to this St Stephen’s June, July, August and September.
pleasantly surprised to find that wasn’t the Cathedral and the Vienna State Opera and
case. Eating and drinking in the city centre in you have a collection of some of the most 3 Hotels come in all budget ranges as you
the vast array of outdoor cafes was no more beautiful buildings in Europe. would expect – if your clients want luxury,
expensive than at home. Main meals come why not advise them on Hotel Stephanie,
in around the 12-15 euro mark and a bottle One gem not to miss is Central Café. Step the oldest hotel in Vienna, Steigenberger
of prosecco was 30 euros – well, it would be back in time - marble pillars, linen cloths Hotel or Grand Hotel Wien. For more
rude not to! and black tie waiters serve you the most modest tastes and purses, Drei Kronen
calorie filled Viennese cakes! This is one Hotel or Hotel Karntnerhof are both
With so much to see the best way to get place where prices are higher but a few central to all the sites.
around is the open top bus. I used Big Bus indulgences on holiday are a good thing!
Vienna and would highly recommend them. Interesting fact – Hitler, Lenin, Trotsky and 3 Don’t let them come back from Vienna
The recorded audio is fascinating and tells Stalin all frequented the Central Café at without trying a Wiener Schnitzel and
you much more about the history of Vienna different times and you some of the amazing cakes Vienna has
than simply the landmarks you pass. They are left to wonder to offer.
run a Red and Blue tour as well as a Vienna if perhaps some of
by Night Tour – the lit-up buildings look great them met without 3 Advise good walking shoes – this city is
in the dark. You will not be able to see all the knowing what the made for walking.
sights in a day so advise your clients to buy a future held.
2-day pass for 37 euros. That way they 3 If your clients want to splash out – why not
can do the Blue tour one day and Red Aboard the bus you book them a night at the Viennese Opera.
tour another. will hear mention of
the film ‘The Third 3 The unique and slightly creepy, Capuchin
Imperial Crypt is one of the coolest things
to see.

Where will he go next?... may 2017

expanding the boundaries
18

More destinations than ever from
Glasgow Airport in 2017

NEW FOR NEW FOR
SUMMER 17 WINTER 17/18
Bergen Frankfurt
Iasi Krakow
Lisbon Madrid
Palanga
New York (JFK)
Valencia
Zadar

Discover more at glasgowairport.com

short brefaekastufreaeture

Krakow - Poland’s City of Kings

By Hilary Douglas

Having been lucky enough to have lived in Poland for a few years, I am an absolute fan of this
country, its people and what it has to offer the traveller. There are many Polish cities that make
a great individual short weekend break, but you needn’t look further than Krakow, Poland’s
second largest city, for a wonderful short break and introduction to this great country.

Krakow – the original capital, offers a From the Main Square, wander down soft cheese and potato drizzled with
lovely Main Square with side streets filled the streets and explore. Key sites not to carmelised onions, bacon and a dollop of
with amazing architecture. As a World miss include Wawel Castle, Jagiellonian sour cream – delicious!
Heritage Site, the old town hasn’t changed University (one of the oldest surviving
in hundreds of years and is oozing charm. universities in the world) and the Jewish Whilst Krakow is popular for stag and hen
Krakow is a real ‘wandering’ city, inviting Quarter (Kazimierz) – once again thriving weekends, don’t be put off – there is a lot to
you to get lost in its beauty. but now newly fashionable and bustling this city that a true sightseer will relish.
with bars, cafes and nightlife – Krakow’s
The best advice you can give your clients answer to London’s Soho or New York’s Krakow - Useful
is to start in the centre of the Old Town Greenwich Village. information
(Stare Miasto) at the famous Sukiennice
(Cloth Hall). Here they can purchase Poland still offers great value for money • Most people now speak very good
Polish traditional crafts such as wood, in general, but particularly for food and English so your clients will have no
lace, silver and amber. In the corner of the drink. There are lots of great places to problems being understood.
Main Square sits the impressive St Mary’s eat at very low prices by UK standards.
Basilica (Mariacki). Tell your clients to Restaurants in the Old Town vary from • Flying time to Krakow is around 2.5
look up at its uneven towers - on every traditional Polish fare in basement low hours – flights direct from Belfast,
hour, a trumpet signal is played from lit venues to rooftop cosmopolitan cafes. Newcastle, Glasgow (starting Oct
the top of the taller of the two towers. Polish cuisine couldn’t be described 2017) and Edinburgh
The tune breaks off in mid-stream to as gourmet but instead hearty. To
commemorate the famous 13th century experience true Polish cuisine, try their • On the outskirts of Krakow you
trumpeter who was shot in the throat beetroot soup (borsch) and pierogi can also visit the famous Schindler
while sounding the alarm before an attack (dumpling parcels). Perhaps the most factory from the book and movie.
on the city. famous and tasty is Pierogi Ruskie –
• Pre-book clients a day trip to the
amazing Wieliczka Salt Mine. Go
deep underground and see the
cathedral built entirely of salt by the
miners www.wieliczka-saltmine.com

• Day trips can also be pre-booked to
see both the Auschwitz museum and
Birkenau, approximately 1hr 20 mins
by train from Krakow.

expanding the boundaries may 2017
20



news

View from the Bridge...

TAKING CRUISING TO THE NEXT SALES LEVEL

I believe that the marketing gurus call it ‘barriers to entry’. Over the years, cruising has suffered
from many of these so called barriers and preconceptions ....’too formal and stuffy’, ‘too
expensive’, ‘only for older people’, ‘don’t want to be stuck with the same people for dinner’, and
horror of horrors for the British - having to hand over cash for tips on the last night.

To their credit, the cruise lines and their marketing departments have addressed many of the
issues and dispelled many of the myths. Features such as anytime dining and a fantastic range
of dining and speciality restaurants have become the norm.

Most cruise lines also give you the option to pre-pay gratuities (tips) or include them in the
overall price, removing the dreaded ‘too much, too little’ tipping dilemma that most Brits hate so
much.

Modern ship design is now so advanced and innovative and the choice of cruise product so
vast that it can only be said that there is a cruise holiday out there for everyone, regardless of
tastes, interests and probably budget.

Arguably, cruising offers the best value for money holiday to the leisure traveller today.

The cruise lines are doing all they can to break down these barriers to entry. So how can we,
as agents, help the cruise lines to attract those all important first time passengers onboard and
become ‘cruise converts?’

We would love to hear your views and ideas. Email [email protected]

Spotlight On Crystal Cruises

Award winning luxury and service

If you have clients seeking a luxury travel experience, Every client wants value for their money and Crystal offers that in
onboard the ultimate cruise ship, then look no further abundance - the all-inclusive luxury begins with complimentary
than Crystal Cruises. select fine wines, premium spirits, champagnes, dining in each
speciality restaurant once per cruise as well as staff gratuities.
Customers can cruise the world in six-star all-inclusive luxury Bottled water, great coffees, 24- hour room service, etc. - the list
onboard two stunning ships - the Crystal Symphony and Crystal goes on.
Harmony. Once onboard, you realise that their passengers
appreciate the truly exceptional standards and they are fiercely Look at their pricing too, then look at what that includes -
loyal to the Crystal brand. given the quality, it represents serious value for money. If you
recommend Crystal to clients, they will come back again
But wait - not content with having fantastic award winnng luxury and again.
ships, Crystal is investing in a multi-million dollar makeover, that
will see the two ships redesigned and refitted to new standards Crystal’s hugely charismatic CEO and President, Edie Rodriguez
of innovative luxury, offering guests a consistently superlative sums up their ambitions beautifully: ‘Our commitment to setting
experience. an unprecedented
standard of a luxury
Imaginative new dining options will be added, the ships will be travel experience is
loaded with high tech perks and modern elegant decor updates unwavering. We will
will be made in many public spaces and with less passengers, this continue to place the
means even more space on board. quality of our guests’
experience above all
The plans for Crystal’s two ocean ships are only the latest in its other priorities.”
tremendous brand expansion which will see new river yachts,
new ocean going vessels and nothing less than a private Boeing It really won’t get
777 will join the fleet in the next three years. much better than this!

expanding the boundaries may 2017
22

news

Staying connected at Sea with Carnival

Are your Carnival clients hooked on social Carnival’s social package provides unlimited
media and can’t bear to be disconnected? access to Twitter, Facebook, Instagram,
Passengers sailing on Carnival Vista and Snapchat, LinkedIn, Pinterest and other
Carnival Fascination can now pre-purchase popular sites.
Wi-Fi packages prior to their cruise.
The value plan includes unlimited access to
This new option, available on carnival.com the Web for checking email, sports scores,
allows guests to select from Carnival’s social, weather updates and a wide range of other
value and premium Wi-Fi packages through applications, while the premium package
the ‘ manage my booking tab’. Guests must provides the fastest available connection
purchase an Internet package that covers speed and allows access to some streaming
the entire duration of their cruise when video services.
purchasing online. Daily packages are also
available to buy once on board. Guests booked on Carnival Vista and Carnival
Fascination may log into Manage My Cruise
Wi-Fi is the latest amenity available through to pre-purchase these packages. A fleet wide
Carnival’s online pre-purchase system, which rollout is expected by mid-summer.
also includes steakhouse and Chef’s Table
reservations, spa treatments, shore excursions
and drinks packages prior to departure.

OUR MAN IN THE
NORTH REPORTS ON…

RIVER! We are very excited to JEWELS OF THE RHINE
be adding not one but two
new luxurious river yachts into Frankfurt to Amsterdam Voyage #7R17R
the Crystal River Cruises fleet
this summer – Crystal Bach & Crystal Bach | 19 November 2017 | 14 nights
Crystal Mahler. As with Crystal
Mozart, the hallmarks of Highlights: Frankfurt, Breisach, Basel ( ), Kehl, Speyer, Mainz,
Crystal – service, space, quality and choice – will
ensure that aboard the Crystal River Cruises fleet Rüdesheim ( ), Koblenz, Cochem, Cologne, Nijmegen,
nothing is compromised, no detail too small, no
Antwerp, Amsterdam ( ) ( ) = overnight stay
experience too much… Jon Schofield
Fares from £3,895 per person fly/cruise
If you would like to learn more about Crystal River
Cruises, just give me a call or send me an email:
07841 921533 | [email protected]

020 7399 7604FOR FURTHER INFORMATION OR TO BOOK PLEASE CALL www.crystalcruises.co.uk

Fares are per person, fly/cruise in UK sterling based on double occupancy in a lead-in stateroom for the first two full-fare guests and include return economy class flights from London, overseas transfers ABTA No.V8548
and port, security and handling charges, which vary by departure. All fares, offers and itineraries are subject to change and availability and can be withdrawn at any time. Fares may fluctuate and should
be used as a guide only. Prices may go up or down. You should contact us on 0207 399 7604 before booking, or visit our website www.crystalcruises.co.uk. The fares are available to new bookings only
and are only available to UK & Eire residents. Restrictions apply. See crystalcruises.co.uk for complete terms and conditions of all offers. (c) 2015 Crystal Cruises, Inc., Ships' registry: The Bahamas.

May 2017
23

Book North Cyprus
with Cyprus Premier

Kyrenia has often been described as the jewel of Cyprus.
It is a harbour town enriched in history whereby in the past,
the warehouses were used to store vegetables and fruit.
​

However, today Kyrenia is a vibrant hub is astounding!. Cyprus Premier provide ​Alternatively, three-star Sammy’s Hotel
of fishing boats, yachts, restaurants and is flights from Edinburgh with Turkish packages start from £445 with the price
home to a welcoming local community. Airlines or alternatively there is the option based on a BB basis. The hotel offers a
The harbour area is steeped in history to fly into South Cyprus Larnaca airport central location in the heart of the shops
with a major draw of the imposing with Jet2 or Thomas Cook. and cafes of Kyrenia town.
Crusader castle (circa 12th century).
Kyrenia town offers a range of activities Holiday packages at the five-star For more information on these and many
including jeep safari, paragliding, Acapulco Beach and Spa Resort start more offers, call our Freephone number
horse-riding and hiking. from £569 (price based on first week 0800 170 0347 or visit our website:
in June on a HB basis and flying from www.cypruspremier.com
Hotels in Kyrenia range from budget Edinburgh). The Acapulco Beach and Spa
three- star to elegant five- star options but Resort features a premium water park and Cyprus Premier Holidays Ltd is fully
whatever the choice, the value for money is fantastic family value. ATOL protected and ABTA bonded.

Acapulco Beach and Spa Resort

expanding the boundaries may 2017
24

TRAVEL AGENTS

ROCK!TM

RCLOLOUYCABLKTSY Our brand new Travel Agent Training
Programme, CCLU is here. Designed with
Loyalty Rocks Club is Carnival’s first easy you in mind, it makes learning about the
to earn, easy to use club, to reward you for Carnival product exciting, engaging and
being brilliant Agent partners. fun. Learn from our CCLU team who will be
there to help you every step of the way on
Simply login and register, and you are ready your journey with us.
to earn. 1 point equals £1, so you can start
to really boost your earning really quickly, Plus, continue to complete our training,
simply by making Carnival Cruise Line and you could boost your earning potential
bookings. You can pick from a whole host with our BRAND NEW Loyalty Rocks Club
of rewards, from vouchers you can spend rewards programme!
in most high street shops, to holidays, gifts,
experiences and more. Register now at:

Register now at: carnival.learn.com/cclu

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FOR MORE INFORMATION:

VISIT WWW.GOCCL.CO.UK OR CALL 0808 234 0680 OR EMAIL [email protected]

It’s been a long journey
for me and the UK
cruise industry...

By Mike Evans
Head of Sales, Fred. Olsen Cruise Lines

First of all, my congratulations to There was never an issue with filling it, as From the outset, as a small cruise line
Gary and Hilary for a great first over 65% of the guests were regulars and competing against the ‘giants’, we needed
edition of this new magazine for the bought into the experience because it was to show what made us unique. Within the
travel trade in the North. the only ‘small ship’ of its class available to company, it became known as ‘The Fred.
the British market. Olsen Difference’ - a phrase that we still
When I was first asked to write about my use today to highlight the fundamental
time at Fred. Olsen and working in the When I first joined ‘Fred.s’, my role was to differences that we, as a brand, can offer
cruise industry, I did have to think long promote a host of other cruise products as prospective guests.
and hard about whether what I have to a GSA to travel agents across the country.
say is as relevant today as it was when I These included some brands which are We were at the forefront of the industry in
first started back in 1992. still around, like Star Clippers and The looking at other regional departure ports
Norwegian Coastal Voyage which is now to bring down the journey time for guests
The UK cruise industry was a very more ‘fondly’ known as Hurtigruten. I to join their cruise ship. By operating with
different ‘animal’ back in those days. was also ‘roped in’ to show agents around much smaller ships than our competitors,
Guests had the choice of flying out to join Black Prince when she was in port, to try we were able to go into ports that most
a ship, or cruise from the UK, like they and get across the difference between other cruise lines could not.
can today, but the choice was much less. what we offered and what the big ships
In fact, it was just Southampton as the could provide. So, in the late 90s, we started operating a
regular departure port for nearly all UK series of cruises out of Leith on Braemar,
cruise ships. Jump forward to today and Within a few years, the company decided which was an immediate success,
there are now over a dozen different ports that there was a great future in the UK
where UK cruisers can join their ship. cruise market and we then acquired
Black Watch, followed by Braemar, then
Back in 1992, Fred. Olsen had just the subsequently Boudicca, and finally - and
one ship, the 400-berth Black Prince. most recently - Balmoral.

expanding the boundaries may 2017
26

especially with Scottish people, of Sales ‘hat’ on - this is one of my top So, having spent 25 years working for
who up until then had to endure a priorities moving forward. ‘Fred.s’, I know that we don’t always have
12 - 14 hour journey by road to join a ship all the answers, but if you take a close look
in Southampton. A number of agents also We have a great team at our Head Office in at our new brochures, which now include
took to the idea and soon became big Ipswich, who are tasked with supporting a separate fly-cruise programme to some
sellers of our cruises, not just the travel trade and able to assist with of the world’s most exotic places,
from Scotland. anything that you may wish to do in your I think that you will see that we have
agencies to promote ‘Fred. Olsen from taken notice of what people want from
Fast forward to the present day and we your local port’. a cruise and have come up with some
are now one of the longest-established fantastic, innovative itineraries.
cruise lines in the world, with experience I have a team of expert Account
of operating cruises out of a number of Managers, who have a more detailed We must be doing something right, as
different ports in the North of England and role to work with our trade partners and over 60% of our guests come back to us
Scotland for the past 10 - 15 years. who are happy to attend local events time and time again - this is great for you,
and shows, with a view to promoting the as an agent, as once they are hooked, it is
In 2016, we decided to move our ‘closer’ aspect of our cruises. an ‘easy sell’ opportunity. If you haven’t
flagship, Balmoral, from its homeport yet engaged with us as a company, please
of Southampton to the Port of Tyne With the national multiples, we also do not hesitate to contact me or our Trade
during the Summer. Booking volumes have a great deal of engagement at Head Support team.
were beyond our expectations and as a Office level, but we can always help out
result, we have now taken the decision individually, if there is anything that you So, to conclude, I asked earlier whether
to operate Balmoral from the Port of need to know or any support that we can what I have to say is still relevant in
Tyne in the early Spring, late Summer give you. today’s cruise business. Well, the core
and Autumn of 2018, and from Rosyth values of what cruising is all about are still
(Edinburgh) during the late Spring The cruise industry has changed very valid, except that now you, as agents,
and early Summer next year. This is a considerably since I joined it back in ‘92. have so many more opportunities to get
testament to the support that we have Nowadays, there is a cruise for almost involved with cruising than when I first
received from the travel trade in these every type of person and, whilst it is started out at Fred. Olsen.
regions, as well as the desire of customers wrong to ‘dovetail’ people’s habits, we do
to travel from closer to their home to join know that one of the main issues with Make sure
their cruise. cruising is making sure the ship is right for that you
the customer. don’t
Operating cruises from regional ports miss out!
does have its challenges and to be Price is not always the deciding factor.
confident that these cruises are viable - in We do extensive research, as does
terms of both customer expectation and our industry body, CLIA UK & Ireland,
from a financial perspective - we do need and every piece of research that we
to have the support of the travel trade have carried out with customers, non-
to be able to act as our ambassadors to customers and prospective customers
promote the brand. tells us that the most important factor that
they look for when considering a cruise is
My role at Fred. Olsen has always been ‘the destination’. Price comes quite a way
to engage with the travel trade in all down their list of priorities.
capacities, but now - with the Head

May 2017
27

sstheeuccrceetsofsmy

tracie logan

crumlin travel, Northern Ireland

My passion for travel started from I opted for AMS to support me in this

my family holidays to Spain as a quest which was a very straight forward Direct sell will always be a bug bare but
child. I knew even then that this process. Taking away the stress of the I admire Jet2 Holidays for being very
would be the career path for me and initial start-up, they provide regular active in supporting the trade with events,
my journey in travel began straight marketing activity and material and even conferences, fam trips, merchandise and
out of school, working for a family- build your own company website. marketing support.

run independent travel agency. They manage your supplier payments Finding a niche in the market can also be
and support you if you need help or difficult as everyone is looking to promote
or offer something different.
While I loved it, I was always on the look- advice, allowing you to sell and look after
out for a new challenge and I was soon the bottom line! Having had first-hand experience of river
cruising on Scenic/Emerald, it’s a product
on the other side of the fence - enjoying I believe good customer service is key; we continually promote and have been
life on the road, in various business we use our expertise and knowledge successful in selling. Good margins are
development/sales manager positions. to find the best suitable holiday for our always a bonus and it just proves - FAM
trips do pay off!
I’ve been privileged to work with some customer’s budget and requirements.
So two years later I’ve not looked back,
of the best people and companies in the Never promise what you can’t deliver and business has grown and we’ve expanded
industry…YOU ALL KNOW WHO YOU ARE! never sell a holiday you wouldn’t sell to the team.
Many have become lifelong friends, so yourself! Do this and you will have a high
you could say I’ve gone full circle! chance your customers will keep coming I believe having a good support network
and great staff is the key to my success -
I have tried and tested many aspects back and will also refer you to their family “Look after your staff and they will look
of the travel trade but my journey and friends. after your business.”

eventually brought me back to loving To me word of mouth is the best form of
what I do best - being a travel agent! marketing out there and guess what,

I have now been the owner of it’s… FREE!

Crumlin Travel, since April 2015. We have a great mix of business, which
The previous owners were retiring and makes every day different. We all know
I didn’t want to see a good independent it can be challenging at times, so having
agency close down. I knew there was good relationships and support from the
potential to grow what already was a good suppliers is a must.
steady business, so I took the plunge and

went for it!

“ I’ve been privileged to work with some of “

the best people and companies in the industry

Send us your We would love to hear from you!
comments Email [email protected]

expanding the boundaries may 2017
28

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news

The Canny Lad...

Darren Phillips

Greetings from Geordie Land!

Hi everyone, I have just got back from my 42nd visit to Dubai
and that place still amazes me!

They say a third of the world’s cranes are in was staying in was amazing and the resort price. Most of the luxury cruise lines have
Dubai and I wouldn’t contest that figure! It is was quite busy for early season - she would been doing this for years, but nice to see
still a huge building site in a lot of places but have no hesitation in going back! a mainstream cruise line getting onboard
the race is on to finish, as there is to be no with the concept too.
more building work after EXPO 2020. Also good to see new flights added from
NCL airport with Halkidiki starting next Well, I hope you all have another great
I have been going there since 1998 and year with Jet2 and Hurghada running from month of selling and I will be back in next
watched it grow and I for one can’t wait to now right through until the end of October month’s edition with the latest news
see the finished product! 2018. Walt Disney World, Florida is also and gossip!
selling well. Of course, the free Disney
Back home now though and it’s good to dining packages are great value and are If you have anything you want me to
hear from our lovely agents that confidence always popular, so that just adds to the mention, please get in touch via email:
in Turkey is coming back, with good sales family appeal of the Resort. [email protected]
reported for this year and strong forward
sales for next year too, helped due to Jet2 Great to hear that Norwegian Cruise Lines Cheers,
Holidays reinstating the Bodrum flight. are going premium all- inclusive - with Darren
everything included in the cruise fare - no
My friend Jean (most of you know her!) was more worrying about drinks’ prices or
in Antalya and she says that the hotel she tips as these are now all included in the

Take off with… New services to
the Isle of Man
Eastern Airways
Loganair has announced that it
This month, Eastern Airways have restored the direct link between Glasgow and The Isle of will re-introduce services between
Man with their new service - fares start from £59 one-way, including taxes and charges. Edinburgh and the Isle of Man,
operating under its franchise
agreement with Flybe.

The new service will take off on
Friday 26th May, operating up to four
flights each week throughout the
summer on Friday, Saturday, Sunday
and Monday.

Friday and Monday services will
continue into the winter season, with
fares starting from £54.99 including a
free-of-charge 20kg checked
baggage allowance.

expanding the boundaries may 2017
30

Questions
& Answers

with
Gary reavely and Jane Atkins

Gary Reavely speaks to Jane Atkins,
new Strategy Director at Shearings

Why Shearings ?

It was a fantastic opportunity to join the top class management team that has been assembled under our new CEO Richard Calvert.
Shearings is an amazing heritage brand with coaching as our core business but there is so much more - river cruising, our owned hotels etc
and my remit covers the whole group.

Do travel agents have a place in Shearings plans going forward ?

Absolutely - the trade is hugely important to Shearings both now and in the future. A travel agent partner is a valuable partner to us.
It’s like a marriage!

You do have to work at it but the rewards can be great, so we want to talk with and support agents, especially to drive new business to our
mutual advantage. We have a very high repeat factor from our clients so agents can join in and benefit from that success as they have a great
deal to bring to the relationship.

We may have perhaps hidden our light under a bushel in the past a bit too much but we intend to change that perception and make
Shearings a ‘go to’ company that the trade wants to work and partner with.

Do Shearings offer price parity?

That’s a big YES! 110%, even if we book a customer at a hotel for their next holiday, they can take it back to the agent and the agent can then
take the booking over!

What advice would you give to any young person will
starting in the travel industry today ? work

Be prepared to roll your sleeves up and tackle any job with enthusiasm. Like many people in the for
industry, I started stamping brochures and putting them on the racks in a travel agency. travel

You have to be prepared to learn every part of the job if you really want to progress.
The best piece of advice I was ever given was - “always under promise and over deliver”.

Of all the people you have worked with, who has made
the biggest impression and why?

Steve Price at Rainbow Holidays - he was incredibly commercially focused and always knew
what did, and more to the point what did not , make a profit.

Steve Barass at Airtours was great to work for, equally commercial but made it a fun,
stimulating and exciting place to work and be involved in.

May 2017
31

View from the Tower

Airline CEOs under Pressure

Recently members of the US House of Transportation and Infrastructure
committee grilled several airline industry executives, including United
Airlines’ CEO Oscar Munoz. Committee Chairman, Bill Shuster warned the
US airline industry: “If you don’t figure this out, we are going to act!”.

You know it’s getting bad when governments are If you don’t elect to pay for priority boarding,
having to threaten airlines unless they provide a it can be a nightmare, communication is often
much better level of customer service. unclear, queue jumping is rife and if you happen
to have a cabin bag or hand luggage, there is often
However, for those of us who ‘turn right’ to fly no space for it when you eventually get on
economy class, a somewhat different picture the aircraft.
is emerging.
The question arises: is passenger misery being
Some airlines are reducing seat width and pitch monetised? Or put it another way, are passengers
(space between rows) and even removing toilets being asked to pay extra for a more comfortable,
so that they can ‘cram’ more seats in. Others are more pleasant experience?
ordering new planes without the costly inflight
entertainment systems, citing that passengers Where is all this leading and ultimately, who
prefer to use their own tablets to watch films or will be the winners and the losers? Somewhere
listen to their own music. in all of this chaos, we would like to think that
there is an enlightened CEO with the foresight to
On some flights passengers are now being asked offer a good comfortable service and value for
to pay for meals and drinks that were once money proposition, but above all, will value the
included as standard in the airfare. Let’s also not customer and customer experience, regardless of
forget the thorny issue of pre-booking seats and class of travel.
‘priority boarding’ and all the perceived stresses
that it brings. For example, families being asked What do We would love to hear your views. Send us your
for up to £100 per person to book seats together. you think? comments to [email protected]
Then if you refuse to pay, you are faced with the
long wait until online check-in opens before you
can secure your seats.

expanding the boundaries may 2017
32

news

More flights from Belfast
International with

Jet2 has announced its biggest ever summer flights and holidays
programme from Belfast International Airport for Summer 2018,
with eight brand new destinations and a Boeing 737-800 aircraft
added to the fleet to support the 39% increase in capacity.

Jet2 will fly to a total of 22 destinations in Summer 2018,
including six exclusive routes:
• One service per week to Antalya
• A weekly service to Madeira
• Crete - one weekly service
• Two services per week to Costa de Almeria
• A weekly service to Naples
• One service a week to Paphos

In addition, there are two brand new destinations, Malta and Rhodes
for Summer ‘18, with a weekly flight each.

In total, there will be more than 400,000 seats available
(over 110,000 more seats than Summer ‘17) for Summer ‘18,
with more than 75,000 seats across the eight new destinations.

WRITE THE NEXT GREAT
CHAPTER IN YOUR CLIENTS’

LIFE STORY

Days and nights with Holland America Line are among
the most memorable of a lifetime. Your clients will sail
in classic style on beautifully appointed ships to over 400
ports of call, including Europe’s most inspiring destinations.
On board, they may choose from dozens of entertainment
options, including stirring performances at the Lincoln

Center Stage, a Holland America Line exclusive.
Their next great chapter is only a cruise away.

WE ARE HERE TO HELP YOU SELL

Bekkie Skipp – BDM North & Scotland Lucy Harris – BDR
[email protected] [email protected]
[email protected] [email protected]
Call: (0)7780 490748 Call: 02380 65 6750

Sales Team: Send us an e-mail [email protected] or [email protected]

May 2017
33

Cecil the Camel
Caption Competition!

Can you think of a funny caption for this picture -
you could win £50 Love2Shop vouchers!

Send us your suggestions to [email protected]
by no later than Monday 5th June, 2017 and the funniest one drawn out of a hat will win!

Terms and conditions apply: editor’s decision is final: only one entry per person: prizes are non-transferable, non-negotiable and no cash alternatives will be offered.

Don’t be a Cracking first issue,
Victim! congratulations!

Holiday scams are on the rise! New Tom Sneddon, Account Manager – Scotland
figures reveal that fraudsters stole & North East England, United Airlines
approximately £7.2M from almost 6,000
holidaymakers in 2016, with the average loss Thanks for the launch
of £1,200 per person. Even more reason why edition which arrived today.
the public should book through a travel agent! Great read! Nice to have a
publication for those of us
However, we all need to be vigilant, especially with so north of the M25!
much business now carried out online. Look at the recent
cyber attack on the NHS. Breakwater Travel

Top tips to avoid a scam “I do believe
• Be on your guard for suspicious emails, altered email it’s time
for another
or web addresses adventure”
• Where possible never pay direct into a bank account
• Use your instincts : if something sounds too good to be true,

it probably is!
• Report it: victims should contact Action Fraud via

www.actionfraud.police.uk

expanding the boundaries may 2017
34

recruitment

Reservations Specialists - Asia and Indian Ocean

Are you customer focused, hard-working, have attention to detail and able to prioritise work in a busy
environment? If so, we would like to hear from you as we are recruiting for reservations consultants.
You should have excellent communication & selling skills and accurate numeracy in providing holiday
quotations. Ideally you should have 2 years’ experience of Galileo or other GDS and be able to demonstrate
experience and knowledge in selling holidays to Asia and/or the Indian Ocean.
This is a full time, 5 day week role working between Mondays and Saturdays in our HQ near Glasgow.
If you’re interested in joining our Asia or Indian Ocean teams, please email a covering letter with an indication
of your current or most recent salary along with your CV to [email protected].
We’ll only be able to reply if your application meets our interview criteria and applications made through
Recruitment Agencies won’t be considered.

Come onboard with award-winning

GlenTravel

Family run and owned, we have some great opportunities for you to join our top class team!

Homeworkers and franchises

Ever thought of starting your own business? Our homeworkers and franchises have been
hugely successful - we offer tremendous personal support and assistance, and along with

our expertise and guidance, you can enjoy all the rewards and benefits this offers.
We also have a vacancy for a

Senior Travel Consultant - Retail Sales

With a minimum of five years’ experience, you will ideally have GDS,
experience in the cruise and tailor-made sector and must be customer focused.

Competitive salary and excellent bonus opportunities available.

Contact [email protected]

Glen Travel, 6 Clydeview Shopping Centre, Blantyre, Glasgow G72 0QD

May 2017
35