NOV 2014-JAN 2015 • ISSUE 34 www.natas.travel Trav news Official Newsletter of NATAS Capturing opportunities at NATAS Travel Conference 2014 Discover Iceland: The official gateway to nature’s wonders Creating business models of the future with SPRING Singapore
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NOV 2014-JAN 2015 • ISSUE 34www.natas.travelTravnews
Offi cial Newsletter of NATAS
Capturing opportunities at NATAS Travel Conference 2014
Discover Iceland: The offi cial gateway to nature’s wonders
Creating business models of the future with SPRING Singapore
02 Nov 2014 - Jan 201502020202020202202022020 NovNovNovNovNovovNovNovvNovNovNovNo 20202020202020202000202014 14 1414 414 14 1441411 - J- J- J- J- J- J- J- J- JJ- J- - Jan ananan an anan annaanaaaa 201201201201201201201200201020100 5555555555555
(ATA) Accredited Travel Associate(ATP) Accredited Travel Professional(SATP) Senior Accredited Travel Professional
BASED ON THEIR LEVEL OF COMPETENCY, TRAVEL PROFESSIONALS CAN BE ACCREDITEDWITH THE STATUS THAT ACCURATELY REFLECT THEIR SERVICE STANDARDS, EXPERIENCEAND PROFESSIONALISM:
QUALITY.RELIABILITY.REPUTATION.SERVICE.
A clear signal of credibility, reliability and quality service amongst travel professionals, the NATAS Accreditation framework is set to boost the recognition and reputation of true travel professionals nationwide. So be sure to look for NATAS-accredited staff for service excellence when you plan your next trip.
Partners:A+B Edu Tours and Travel Pte Ltd | Airserve Marine Travel Pte Ltd | Air Sino-Euro Associates Travel Pte Ltd | Apple Vacations Singapore Pte Ltd Carlson Wagonlit Singapore Pte Ltd | Chan’s World Holidays Pte Ltd | CTC Travel | Diners World Travel Pte Ltd | Dynasty Travel International Pte Ltd FCm Singapore Pte Ltd | Giamso International Tours Pte Ltd | Global Travel Pte Ltd | Hong Thai Travel Services (S) Pte Ltd ITT Global Learning Pte Ltd | New Shan Travel Service Pte Ltd | Pac-West Travel (S) Pte Ltd | Ramesh Travel Service SingExpress Travel Pte Ltd | Star Cruise Travel Service Pte Ltd | Star Holiday Mart Pte Ltd | Tour East Singapore (1996) Pte Ltd | WTS Travel & Tours Pte Ltd
SUPPORTED BY:
Learn more about the NATAS Accreditation framework at http://accreditation.natas.sg
03Nov 2014 - Jan 2015
Contents
Editorial TeamChief Editor Patricia Auyeong ([email protected])
Editor/Advertising Sales & Sponsorship Alvin Lim ([email protected])
NATAS Travnews is the offi cial publication of the National
Association of Travel Agents Singapore and copies of
Travnews are not for sale. Reproduction in whole or part
without written permission is not allowed. Articles published
in NATAS Travnews are the opinion of the authors. The views
expressed do not necessarily refl ect the views and opinions of
NATAS or the Publisher.
National Association of Travel Agents Singapore
120 Lower Delta Road, #03-16 Cendex Centre
Singapore 169208
Tel: (65) 6534 0187 | Fax: (65) 6534 4726
Email: [email protected] | Website: www.natas.travel
MCI (P) 125/03/2014
Date of Expiry: 26/03/2015
Designed by Prime Creatif Pte Ltd
NATAS Events
04
06
07
Going full swing at NATAS
Golf Tournament 2014
08
09
10
12
14
13
14
15
16
17
18
Rolling strikes at NATAS Bowling
Tournament 2014
Scoring big at NATAS Futsal
Tournament 2014
Purchase with Purpose
An eye on the Chinese luxury traveller
Celebrating Singapore’s Tourism
CAG Updates
Celebrating success at the
TMIS Graduation Ceremony 2014
Cruise experts predict huge
growth for Asia
Embracing the power of technology
at the NATAS IT Seminar
NATAS Travel Conference 2014
‘Tis the season to be jolly
NATAS Christmas Party 2014
Changes to IATA Bank Guarantee
from 1 January 2015
Book your space for SATTE 2015
in January!
Another successful run at China
International Travel Mart (CITM) 2014
Familiarisation Tours
Word on the Street
22 NATAS Case Study
20 Getting Future Ready
23 Tips for staying afl oat in rough times
Food for Thought
Association Updates
26 Contact Details Update
Membership Update
Calendar of Events
Say Hello to Our New Members!
24 Iceland: the land of fi re and ice
Featured Destination
19 A chat with Ivy Chen -
Accredited Travel Professional
The Association’s PickTo subscribe, please send an email with your name,
designation and company to [email protected]
For comments and feedback, please email
To download a soft copy of Travnews, please visit the
NATAS media centre at http://www.natas.travel/
Home/MediaCenter.aspx?subid=9
If you would like to advertise in Travnews, please
send an email to [email protected], and refer
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04 Nov 2014 - Jan 2015
NATAS Events
NATAS Travel Conference 2014
The travel industry is one that is greatly
varied, with each sector having its own
areas of speciality. Despite this, the industry
as a whole faces similar challenges in
its daily operations. With the constant
evolution of the market and consumers,
and technology making leaps and bounds
in the convenience and prowess it accords
to customers, how then, can travel agents
stay ahead and stay relevant? This is what
the NATAS Travel Conference 2014 served
to answer with the theme “TMC & DMC –
Where are the opportunities?”
Developed in 2012 as a must-attend
event for travel agents, the NATAS Travel
Conference serves as a platform for travel
industry leaders, experts and professionals
to come together and share their
knowledge on all things travel. Having seen
two successful runs in 2012 and 2013, the
NATAS Travel Conference made its return
for the third year running on 29 October
2014 at Marina Bay Sands Singapore as part
of ITB Asia.
This year’s conference featured a line-up
of speakers who shared their personal
experiences and success stories within their
respective markets. Keynote speaker Ms
Elim Chew, President and Founder of 77th
Street, leveraged her personal business
experiences as a keen entrepreneur, as
well as her knowledge of cross-industry
innovation and collaboration, to deliver
a simple, but optimistic, message to the
audience: “The power of change is in your
hands.”
05Nov 2014 - Jan 2015
NATAS Events
Ms Chew also touched on the fact that
many success stories share a common
element: hard work. She encouraged the
audience to never give up, get out of their
comfort zones and seize new opportunities.
Sharing myriad success stories, both her
own and those of her colleagues and
associates, she called on the travel industry
to look into new and exciting ways to
collaborate in challenging times.
Mr Sangeet Paul Choudary, Founder and
Managing Director of Platform Thinking
Labs, then touched on the power of data
– how travel agents can leverage travel
data to serve their customers better, and
improve customer loyalty while increasing
their business margins. He explained that
there has been a veritable explosion of
data on consumers, and that businesses
are getting smarter by the day. However,
he encouraged the audience not to be
disheartened by change, and to explore
new business solutions. Quoting Albert
Einstein, Mr Choudary said: “We cannot
solve our problems with the same level of
thinking we had when we created them.”
Rounding up the seminar was a fellow
colleague from the travel industry, Ms
Suyin Lee, Managing Director Singapore
of FCm Travel Solutions. Sharing a case
study on her company, she touched on
changing market forces – namely, the
growth in mobile and personal technology,
widespread Internet usage and increased
competition from new entrants, amongst
other industry trends. The audience was
given an insight into opportunities that
she had identifi ed for the travel industry,
including merging business and leisure
travel and developing gamifi ed solutions
such as frequent traveller programmes and
privileges.
While the future might seem bleak,
there are an abundance of opportunities
available in the market today, and travel
agents are in a position to reach out and
seize them. As the travel conference drew
to a close, Ms Elim Chew ended the session
with a fi nal inspiring statement: “Run faster.
Dream bigger. Live better than you ever
have before. This is in you – prove it to
yourself. Be the best you want to be!”
06 Nov 2014 - Jan 2015
Embracing the power of technology at the
NATAS IT SEMINAR The travel industry is constantly changing,
and doing so at a rapid rate. Within a short
span of time, the role of IT and information
has greatly transformed how travel agents
operate. In light of increasingly fi erce
competition, having a good grasp of
consumer behaviour is now more crucial
than ever.
On 8 October 2014, NATAS conducted its
annual IT Seminar at the Singapore Tourism
Board (STB) auditorium. Featuring several
prolifi c speakers who were keen to share
their knowledge and expertise, the event
was aimed at encouraging participants to
embrace technology in their operations
and update them on the latest trends and
tools available in the market.
The seminar opened with a presentation
from Mr Laurens van den Oever from GfK
Travelscan, who highlighted the shift in
the consumer market from product- to
customer-centric; and pointed out instant
gratifi cation as a key factor in dealing
eff ectively with the consumers of today.
He remarked: “In a fast-paced world with
lightning-fast technology, people have
grown used to getting what they want in
an instant.”
Mr van den Oever emphasised the
importance of not just obtaining customer
data but understanding the information
and using it to improve business practices
for the better. This will help travel
agents stay relevant and get ahead of
their competitors. Mr Benjamin Yang,
from Balanced Consultancy, concurred,
reminding the audience that mobile
apps and mobile-optimised websites are
equally essential in the constant pursuit
for consumers. He also debunked the
misconception that these apps are not
useful as a source of lead generation or an
avenue for growth. His key takeaway – to
grow businesses further, travel agents must
understand how consumers search for and
purchase travel products and services.
The next speaker, Mr Shreyansh Durgesh,
from CyberSource Asia Pacifi c, touched
on the importance of risk management
for e-commerce, in particular, the risks
arising from e-commerce fraud and data
breaches. Closing the seminar was Mr Shiva
Ponncuhamy from Via.com, who shared
his company’s off erings – an extensive
suite of travel solutions aimed at B2B, B2C,
corporate travel, as well as fl ight and hotel
bookings.
Following the talks, participants engaged
in a networking session among themselves
and the speakers. This provided them with
an opportunity to learn more about what
the panelists could off er in the way of IT
solutions. As a whole, the seminar was well-
received by guests, with 86.8% of survey
respondents indicating that they intended
to employ the lessons learnt within their
own organisations.
NATAS Events
07Nov 2014 - Jan 2015
CHANGES TO IATA BANK GUARANTEE FROM 1 JANUARY 2015
With the opening of the new year, the
International Air Transport Association
(IATA) will be introducing changes to the
IATA Bank Guarantee (IBG) programme.
Under the new local fi nancial criteria,
travel agents will no longer be required to
provide a separate bilateral bank guarantee.
Eff ective from 1 January 2015, there will
only be a single industry Bank Guarantee
covering all airlines in the Billing and
Settlement Plan (BSP) system. The move
means airlines that collect bilateral bank
guarantees from their appointed BSP travel
agents will no longer do so.
Under the new measures, the present
system, which gives agents with a rating of
A, B and C discounts of 75%, 50% and 25%
respectively, will no longer be applicable.
Travel agents whose bank guarantee
expires on 31 December 2014 are required
to renew based on the new criteria. For
agents whose bank guarantee is still valid,
the diff erence in the amount between
the old and new bank guarantee must
be topped up to meet the new criteria.
X 19Annual Cash Sales
360
Instead, the new local fi nancial criteria
will require travel agents to pay a bank
guarantee or insurance bond to IATA that
meets the equivalent of the average cash
sales of 19 days in 2015 and 21 days in
2016. The formula for 2015 is as follows:
Agencies with bilateral bank guarantees
with relevant airlines that last beyond 31
December 2014 are advised to discuss the
return of these bank guarantees with the
airline concerned.
The changes follow the proposed fi nancial
criteria put forth by the Agency Programme
Joint Council, Singapore (APJC-SG), which
equally represents airlines and travel
agents. The proposal was approved at the
IATA Passenger Agency Conference, held
in San Diego in the United States on 17
October 2014, where airline and agent
representatives presented the initiative in
an attempt to negotiate an agreement that
would amend the Local Financial Criteria to
meet the objectives of all parties.
NATAS Events
08 Nov 2014 - Jan 2015
Another successful run at China International Travel Mart (CITM) 2014
FAMILIARISATION TOURSMadame Tussauds Singapore
40 Imbiah Road, Sentosa, Singapore 099700
Date of Visit: 24 October 2014
Hotel Jen Orchard Gateway Singapore
277 Orchard Road #10-01, Singapore 238858
Date of Visit: 4 November 2014
Bringing visitors a unique blend of glitz and glamour, Madame
Tussauds Singapore features eight diff erent themed interactive zones
and even a boat ride! Visitors can look forward to getting up close and
personal with international icons from Singapore, Asia and the rest of
the world, and also photograph and pose with their favourite stars!
Strategically located in the heart of Orchard Road and directly linked
to Somerset MRT Station, Hotel Jen Orchard Gateway Singapore
off ers great convenience to its guests. Featuring a beautiful outdoor
swimming pool, modern furnishings in its rooms and free WiFi access
throughout the property, the hotel is well-attuned to the needs of the
modern traveller and a great place to stay!
The much-anticipated China
International Travel Mart (CITM)
2014 made its return in Shanghai,
China on 14–16 November
2014. Organised by NATAS, in
partnership with the Changi Airport
Group (CAG), the event saw 24
participating companies under the
Singapore Pavilion.
As the largest professional travel mart in Asia, the three-day tradeshow not only provided
a platform for industry partners to establish new relationships but also strengthen existing
connections with trade partners both in China and abroad. This year, consumers too were in
for a treat as the fair opened its doors to the general public on 16 November. The result: an
increased promotion of the bilateral ties between the travel trade of both Singapore and China.
In a show of the strong relationship between both nations, the Singapore Tourism Board hosted
both Singaporean and Chinese industry partners at a gala dinner at the Shangri-La Hotel
Shanghai. It was a night of glamour, networking and sumptuous feasting as industry partners
came together to celebrate SG50!
In all, CITM 2014 was a huge success, and feedback from participating exhibitors was positive,
with many indicating that the event was a benefi cial experience for their businesses.
Our presence at CITM 2014 marks a continued representation of Singapore and the local travel
trade’s interests on the international stage,” said Ms Anita Tan, Chief Operating Offi cer of NATAS.
“We would like to express our sincerest appreciation and gratitude to CAG for helping us make
the Singapore Pavilion at CITM 2014 so successful.”
The exhibitors who participated in CITM 2014 are:
1. Chan Brothers Express Pte Ltd
2. City DMC Pte Ltd
3. Easy-Fly Travel Pte Ltd
4. Gardens by the Bay
5. H.I.S. International Travel Pte Ltd
6. Hong Thai Travel Services (S) Pte Ltd
7. J C Travel Pte Ltd
8. Jetwings International Pte Ltd
9. Jie Yun Tong Travel Pte Ltd
10. LC Travel Planners Pte Ltd
11. Lex Travel Pte Ltd
12. Luxury Tours & Travel Pte Ltd
13. Mozaic Hotels & Resorts Pte Ltd
14. Nanyang Travel (S) Pte Ltd
15. Resorts World Sentosa
16. Siam Express Pte Ltd
17. Singapore Alive Pte Ltd
18. Singbiz Travel Services Pte Ltd
19. Tour East Singapore (1996) Pte Ltd
20. Travcoach Pte Ltd
21. Travel Central Pte Ltd
22. Vacation Singapore DMC Pte Ltd
23. Wildlife Reserves Singapore
24. Winland Travel Pte Ltd
NATAS Events
09Nov 2014 - Jan 2015
The sweltering heat did nothing to dampen
the spirits of the golfers as they gathered
at Jurong Country Club on 1 October 2014
for the annual NATAS Golf Tournament.
With overwhelming response from NATAS
members, the event saw a total of 20
fl ights being registered. An atmosphere of
camaraderie and companionship fi lled the
air as participants teed off , eager to begin
their friendly competition.
Ignatius Chng of AIG Asia Pacifi c summed
up the general sentiment of all the golfers
present, saying: “Good weather, good
company and a good game, is there more
that needs to be said?” While the searing
weather had many sweating, laughter and
enjoyment was widespread throughout the
golf course. Many of the golfers managed
to smile broadly for the camera, even
cracking a joke or two! “The weather is hot
but our game is not!” joked Mr Charles
Leong of the Philippine Department of
Tourism.
The joyful atmosphere carried over into
a festive mood at the dinner banquet,
which saw participants mingling with
one another. Chatter, laughter and jokes
fi lled the ballroom as friends and fellow
colleagues of the travel industry shared
moments of fun and enjoyment. The dinner
also saw a highly distinguished special
Going full swing at NATAS Golf Tournament 2014
guest joining the golfers for the evening –
Mr Jeff Rutledge, Chief Executive Offi cer of
AIG’s Travel Guard Worldwide.
The evening ended on a particularly high
note for Mr Maurice Tang of Sabre Travel,
who was called up on stage not once, not
twice, but three times as the A Division
Champion, the Golfer of the Year and
the winner of the top prize of the lucky
draw – one Elite Class return air ticket to
Los Angeles, sponsored by EVA Airways
Corporation! “Good things come in threes!”
exclaimed Mr Maurice Tang in response
to the congratulations and good-natured
heckling from his friends. “I hope to defend
my title next year!” he added.
NATAS would like to thank the following
organisations for their generous
sponsorship of prizes: All Nippon Airways,
Cathay Pacifi c Airways Ltd, Etihad Airways,
EVA Airways Corporation, Mandarin
Oriental Singapore, SilkAir (S) Pte Ltd,
Singapore Airlines Limited, Thai Airways
International Ltd and United Airlines.
GOLFER OF THE YEAR
Mr Maurice Tang, Sabre Travel
A DIVISION
Champion
Mr Maurice Tang, Sabre Travel
1st Runner Up
Mr Laurence Chin, United Airlines
2nd Runner Up
Mr Tommy Lim, Comet Travel
B DIVISION
Champion
Mr Teoh Cheng Eam, Golf Tours Singapore
1st Runner Up
Mr Ricky Seah, Travel Holidays
2nd Runner Up
Mr David Tiang, Genting Holidays
C DIVISION
Champion
Mr William Tan, ASL Aviation Group
1st Runner Up
Mr Mitsuo Tomita, All Nippon Airways
2nd Runner Up
Mr Teng Chiang Shawn, American Lloyd Travel
LADIES DIVISION
Champion
Ms Annie Ong, Abacus International
1st Runner Up
Ms Shirley Lee, Fortune Travel
2nd Runner Up
Ms Andrea Tay, Z Car Rental & Travel
NOVELTY EVENTS
Nearest the Pin
Mr Laurence Chin, United Airlines
Nearest the Line
Mr David Tiang, Genting Holidays
Longest Drive
Mr Gerard Lim, Focal Travel
NATAS Events
10 Nov 2014 - Jan 2015
‘Tis the season
NATAS Events
Christmas Party 2014
The year is coming to a close and there’s
no better way to wrap it up than with an
evening of fun, food and drinks, courtesy of
NATAS! Held on 7 December 2014 at Pete’s
Place, Grand Hyatt Singapore Hotel, the
party saw over 150 guests coming together
to celebrate the end of the year and to
welcome a great year ahead.
Mr Devinder Ohri, President of NATAS,
kicked off the festivities by welcoming all
members to the party. The guests then
settled down for a night of friendly banter
and chitchat over plates of sumptuous
delicacies prepared by the talented chefs of
Pete’s Place!
to be jollyNATAS
Besides networking and feasting on
delicious food, attendees really got into
the spirit of Christmas during the lucky
draw, which saw 20 lucky winners walking
away with prices ranging from goodie
bags and dining vouchers to air tickets!
But the biggest winner of the night was
Joel Cheong of SingEx Venues, who took
home the grand prize of a two-night
cruise package for two to Malacca or Kuala
Lumpur in an ocean-view Stateroom, kindly
sponsored by Star Cruises!
NATAS would like to thank the following
organisations for their generous
sponsorship of prizes: Cathay Pacifi c
Airways Pte Ltd, Emirates, EVA Airways,
Grand Hyatt Singapore, Lao Airlines, RC
Hotels (Pte) Ltd, Royal Brunei Airlines Sdn
Bhd, Shangri-La Hotel Singapore, SilkAir
(S) Pte Ltd, Singapore Airlines Limited, Star
Cruises Travel Service Pte Ltd, Thai Airways
International, Turkish Airlines, United
Airlines Inc and Vietnam Airlines.
NATAS wishes all its members a Merry
Christmas and a great New Year ahead!
11Nov 2014 - Jan 2015
NATAS Events
MasterCard Worldwide took the
opportunity to thank its top supporters
during the recent NATAS Holidays
2014 travel fair. Mr Ajit Abraham,
Senior Account Manager, Key Account
Management & Business Development,
Singapore, MasterCard Worldwide, was
on-site to present the recipients with a
cheque and plaque.
Category 1 (9-36sqm booth)
Champion (Prize: S$1,000)
Chan Brothers Express Pte Ltd
Runner Up (Prize: S$800)
Farmosa Holiday Tour (S) Pte Ltd
Category 2 (54-108sqm)
Champion (Prize: S$2,000)
Royal Caribbean Cruises (Asia) Pte Ltd
Runner Up (Prize: S$1,000)
S Travel Pte Ltd
Category 3 (144-252sqm)
Champion (Prize: S$3,000)
CS Travel Pte Ltd
Runner Up (Prize: S$1,000)
Super Travels Pte Ltd
Category 4 (315sqm and above)
Champion (Prize: S$4,000)
Chan Brothers Travel Pte Ltd
Runner Up (Prize: S$1,000)
EU Holidays Pte Ltd
12 Nov 2014 - Jan 2015
It was a night of fun, laughter and
camaraderie on 17 October 2014 as more
than 200 NATAS members gathered at
SuperBowl @ SAFRA Mount Faber for
the return of the annual NATAS Bowling
Tournament. Starting the event was a
sumptuous buff et spread, which saw
members of the travel industry catching
up with one another as they ate and drank
their fi ll. The friendly banter and chatter
continued even when Ms Patricia Auyeong,
Acting CEO of NATAS, made the fi rst
bowl of the night, offi cially kicking off the
tournament!
All 34 lanes were fully packed to the brim
as the players lined up to show off their
impressive skills, scoring strike after strike.
Adding to the friendly competition were
the supporters, who loudly cheered for
their favourite teams from the sidelines.
With wicked curve balls, unbelievable
spares and amazing backspins, the
competition was very fi erce indeed! “The
tournament was really challenging for us
this year despite it not being our fi rst time
Rolling strikes at NATAS Bowling
Tournament 2014
participating,” shared Ms Connie Loh of
the Pin Breakers, a team from Universal
Ship Management that came in as the fi rst
runner up.
All too soon, the competition came to an
end and the winners were announced to
the loud cheers and applause of all present.
“We are very glad that NATAS has organised
the Bowling Tournament. It is a very
positive event where we can mingle and
get to know other agents in the industry.
We are looking forward to a yearly event
like this!” exclaimed Mr Anthony Eng of the
Fortuners, whose team was the second
runner up. Ms Connie Loh expressed
similar sentiments, saying: “We always look
forward to the annual bowling tournament.
More of such events should continue as
they encourage bonding.”
After a long night of competition, the
overall winners of the night were the
members of Team Dynasty, who not only
took home the title of Champion for the
third year running, but the championship
trophy as well!
NATAS would like to once again
congratulate the winners listed below:
CHAMPION
Team Dynasty (Dynasty Travel)
1ST RUNNER UP
Pin Breaker
(Universal Ship Management Pte Ltd)
2ND RUNNER UP
Fortuners (Fortune Travel)
TOP INDIVIDUAL MALE
Keith Tan (Universal Ship Management
Pte Ltd), with a score of 564 over three
games
TOP INDIVIDUAL FEMALE
Wendy Neo (Dynasty Travel), with a
score of 540 over three games
NATAS Events
13Nov 2014 - Jan 2015
Scoring big at NATAS Futsal Tournament 2014
The location may have changed from
the sandy beaches of East Coast to the
heartlands of Kovan, but the sportsmanship
and keen fi ghting spirit of NATAS members
have certainly remained the same! And boy,
was it an afternoon of spectacular goals as
nine teams of players put their individual
skills and teamwork to the ultimate test at
Kovan Sports Centre on 8 November 2014
for the annual NATAS Futsal Tournament.
NATAS would like to once again
congratulate the winners.
CHAMPION
Muhibbah United (Muhibbah Travel)
1ST RUNNER UP
GSA Travel
2ND RUNNER UP
Emirates
INDIVIDUAL TOP SCORER
Muhammad Razis (Muhibbah United),
with a total of 14 goals
Supporters cheered loudly as their
teams met on the fi eld head-on in fi erce
challenges. With the teams sparing no
eff ort in vying for the title of champion,
amazing skills were laid bare for all to see!
But even amidst the keen competition,
participants still found the time to
mingle and chat with one another in
between matches in a show of excellent
sportsmanship and camaraderie.
After a highly intense afternoon of fancy
footwork and daring tackles, one winner
emerged from the nine teams – Muhibbah
United! Having come in as the 1st runner
up in 2013, the team vowed to snatch the
championship this year, and they defi nitely
worked very hard to make it happen!
It was a truly enjoyable event and everyone
had great fun.
NATAS Events
14 Nov 2014 - Jan 2015
See you at SATTE 2015 in January!
Travel agents have much to look forward to in the New Year as NATAS and
Changi Airport Group (CAG), with the support of the Singapore Tourism
Board, will be organising a Singapore Pavilion at SATTE 2015. Held at Pragati
Maidan, in New Delhi, India, the fair will run from 29 to 31 January 2015.
As the leader in travel trade shows across South Asia featuring inbound,
outbound and domestic travel, SATTE is the perfect platform for exhibitors
to showcase their products and services to the global travel trade
community. Exhibitors will have the opportunity to meet and network with
top decision-makers from hotels and resorts, travel agencies, tour operators
and MICE planners serving the Indian tourism industry. They will also have
the chance to conduct business with over an estimated 12,000 visitors
including trade visitors, international and domestic buyers.
1. Asia Consolidated DMC
2. Chariot Travels
3. City DMC
4. FRHI Hotels & Resorts
5. GTMC Travel
6. Josco GSA Travel
7. KidZania Singapore
8. Luxury Tours & Travel
9. Resorts World Sentosa
Singapore
NATAS Events / Word on the Street
PURCHASE WITH PURPOSEA rare opportunity was presented to
travellers - a chance to give back to society
as they travelled!
From 1 October to 31 December 2014,
travellers booking their stay at any of COMO
Hotels and Resorts’ 12 luxury properties
across Asia, Europe and the Caribbean
had the opportunity to make a lasting
difference to local communities when they
chose to settle their bills with MasterCard.
As part of its ‘Purchase with Purpose’
programme, MasterCard will donate
US$25 from each transaction to a non-
profi t organisation or school within each
destination. The best part – the travellers
pay nothing extra!
This is the fi fth consecutive year that
MasterCard and COMO Hotels and Resorts
have joined hands to spearhead this
programme and to date, this initiative
has raised over US$160,000 for over 2,700
benefi ciaries. Its proceeds have provided a
lifeline for many of the less fortunate and
helped to empower both women and
children. Among the many programmes
that it supports are hospitality training for
high school students and underserved
women in Bangkok, the Maldives and
Turkey, fi nancial support for students and
entrepreneurs in Bali and Bhutan, and
training for women in London.
10. Sentosa Development
Corporation
11. Mount Faber Leisure
Group
12. SilkAir
13. Singapore Airlines
14. Singapore Tourism Board
15. The Traveller DMC
16. Tigerair
Joining NATAS and CAG are 16 exhibitors
from Singapore:
For more information on SATTE, visit http://www.ubmindia.in/satte/home
15Nov 2014 - Jan 2015
An eye on the Chinese luxury traveller
Celebrating Singapore’s TourismEver wondered about the story behind one of Singapore’s tourism
icons, the Merlion? Or how some of your favourite hangout spots
– Chinatown, Kampong Glam and Little India – evolved into the
tourist must-see destinations that they are today?
Now you can, with Singapore Tourism Board (STB)’s new gallery!
Through interactive displays, captivating visuals and interesting
paraphernalia, visitors to the gallery can learn how tourism in
Singapore has transformed over the years. Chart the beginnings of
Singapore’s tourism development! Learn about the challenges that
our small city-state had to overcome to become one of the world’s
top travel destinations! And get the inside scoop on how our multi-
ethnic cultural precincts have transformed into the popular hipster
haunts of today!
“We are dedicating the gallery to the many enterprises and
individuals who have left an indelible mark on Singapore’s tourism,”
said STB CEO, Mr Lionel Yeo. “We hope that the stories and featured
personalities will serve as inspiration as we continue to strive
towards quality tourism.”
Word on the Street
The opening of this new gallery provides a fi tting close to the year-
long Tourism50 celebrations. Comprising three phases – Reminisce,
Rediscover and Celebrate – the festival off ered numerous events
and activities for both local residents and visitors to enjoy, and many
of them saw overwhelming response from the public.
Over the last few years, Singapore has seen a steady infl ux of Chinese tourists.
Although visitor numbers from China plunged after a new tourism law kicked in, this
has not stopped the Chinese from travelling here.
In a recent poll conducted by GfK among high-earning, well-educated Chinese
with monthly household incomes of more than US$10,000, 93 per cent of the
respondents said that they have travelled within the Asian region in the past year,
with nearly half visiting countries in Southeast Asia. The study also revealed these
luxury travellers spend an average of US$5,800 on fl ights and US$5,600 on purchases
per trip, making them the biggest spenders in Singapore!
“With the high spending power of these large numbers of affl uent travellers, China
has become one of the world’s biggest driving force of the global tourism market,”
observed Laurens van den Oever, Global Travel Director at GfK. “These luxury
travellers are willing to pay more for a higher quality of service and customised level
of unique travelling experiences – defi nitely a small but very important segment for
the travel sector to pay special attention to.”
As these luxury travellers continue to make their way to Singapore, local travel agents
must pay close attention to the behaviour, attitudes and consumption patterns of
the Chinese tourist so as to capture the opportunities in this affl uent sector.
16 Nov 2014 - Jan 2015
As a leading aviation hub, Singapore
Changi Airport is constantly innovating
and enhancing its off erings to serve its
customers better. In 2013, it saw a record
number of 53.7 million passengers from
around the globe. This fi gure is set to rise
as the construction of Project Jewel and
the expansion works for Terminal 1 get
underway at the end of the year. On 28
October 2014, CAG appointed the joint
venture of Woh Hup (Private) Limited and
Obayashi Singapore Private Limited as
the main contractor for the $1.57-billion
project.
Targeted to be completed by 2018, the
proposed works will boost Changi Airport’s
capacity for growth and strengthen its
appeal as one of the world’s best airports.
Key highlights of the construction works for
Project Jewel include its distinctive dome-
shaped facade and its two centre piece
attractions – a breath taking 40-metre tall
waterfall and a large-scale, lush indoor
garden. Besides the myriad exciting leisure
CAG Updates
attractions, retail off erings and hotel
facilities, passengers can also expect an
enhanced experience with improved
service off erings, such as early check-ins,
dedicated amenities for fl y-cruise and
fl y-coach passengers and communal event
spaces. Meanwhile, the expanded Terminal
1 building will boast a larger arrival hall,
more spacious baggage claim areas, and a
fi ve-storey basement car park, among other
development works.
In addition to improving its infrastructure,
Changi Airport remains committed to
enhancing its connectivity. With the
addition of three new airlines – Mongolian
Airlines, Jetstar Pacifi c and Malindo Air –
Changi Airport is able to off er its customers
a greater frequency of fl ights to Mongolia,
Ho Chi Minh and Kuala Lumpur. For the fi rst
time, passengers can now enjoy a direct
connection to Mongolia with a twice-
weekly service between Ulaanbatar and
Singapore, via Beijing. This new partnership
will not only help to increase business and
tourism opportunities but also deepen
bilateral ties between the two nations.
In celebration of the festive season, visitors
to Changi Airport can experience a touch
of Disney magic with Mickey Mouse and
friends amidst a winter wonderland setting.
From 14 November 2014 to 5 January 2015,
locals and tourists alike can bring their kids
to the Mickey Mouse Club House Bouncy
Playground at Terminal 3. The children will
have the time of their lives cruising down
the three-metre high slide, bouncing off
sticky Velcro walls and leaping into the
colourful depths of the ever-popular ball
pit. They can also look forward to meeting
Mickey and Minnie Mouse from 19-21
December 2014.
After this emphatic end to 2014, CAG is
looking forward to an exciting year ahead!
CAG wishes all its partners and clients a
joyful Christmas and a Happy New Year!
Word on the Street
Image credits: Changi Airport Group
17Nov 2014 - Jan 2015
Celebrating success at the TMIS Graduation Ceremony 2014
It was a proud moment for tourism students at the annual
TMIS Graduation Ceremony on 25 November 2014. Held at
the Lifelong Learning Institute, the ceremony celebrated the
achievements of students who have successfully graduated
and are ready to take their place in the travel industry.
Gracing the event was Guest-of-Honour, Mr Lionel Yeo,
CE of Singapore Tourism Board and Mr Devinder Ohri,
TMIS Chairman and NATAS President.
This year, over 300 students graduated with full
qualifi cations in the TMIS Certifi cate and Diploma
Programmes, and two students from the graduating cohort,
Ms Dorcus Chuah and Ms Christine Koo, received the Best
Outstanding Student Award.
Awards were also given to TMIS’s most supportive partners
to recognise corporate organisations for their support
and belief in training. The recipients of the awards in the
diff erent categories were:
Category Recipient
Hospitality Raffl es Hotel Singapore
Attractions Sentosa Leisure Management Pte Ltd
Transportation Comfort Transportation Pte Ltd
Tour & Travel Services CityState Travel Pte Ltd
Congratulations to all the graduates and award recipients!
Word on the Street
Certifi cate – Ms Dorcus Chuah
Driven by a passion and interest in the tourism industry, Ms Chuah
decided to enrol in TMIS and pursue a Dual Certifi cate in Tour & Travel
Services and Attractions. Personable, sociable, and always ready to
lend a helping hand, she is admired and respected by her peers.
She also never fails to actively and enthusiastically participate in class
activities.
Diploma – Ms Christine Koo
Armed with her passion, past experiences and knowledge in tourism,
Ms Koo knew that this was the career path for her. Determined to
improve and upgrade her skills and knowledge, she went on to enrol
for a Diploma in Tourism at TMIS. Earlier this year, she had a chance
to successfully represent the school in the Tourism and Hospitality
Management Case Challenge, organised by the National University of
Singapore.
18 Nov 2014 - Jan 2015
Cruise experts predict huge growth for Asia
Southeast Asia will be served by a total of
62 ships, catering to 2.7 million passengers
next year. And with more heading to the
region, this is one of the largest gatherings
cruise industry experts have heard.
Delegates to the Cruise Shipping Asia-
Pacifi c conference in Hong Kong were told
that 21.3 million people cruised globally
in 2013 – and Asia’s share is expected to
increase dramatically in the coming years.
“We anticipate seeing many more cruise
lines headed this way,” says Christine Duff y,
president and CEO of the Cruise Lines
International Association (CLIA), which
recently opened separate Southeast Asia
and North Asia branches to off er advice
and training. “From our perspective, there
has never been a more exciting time to be
involved in the industry.”
The Asia cruise scene is on the cusp of
dramatic growth, according to Ms Duff y.
Next year, 26 cruise lines will operate a
total of 981 cruises through the region,
with short itineraries between 2–6 nights
making up 80 per cent of demand.
The Asia Cruise Association, which has now
become CLIA Southeast Asia, estimated
the total Asia market could grow from 1.3
million passengers in 2012 to four million
passengers in 2020. Fuelled by 20 per cent
compounded growth across the region
between 2013–2015, including 10.1 per
cent annual growth in Southeast Asia, Asia’s
cruise industry is entering a new era.
However, the region’s growth is entirely
dependent on that of dominant markets in
the US and Europe, according to Dr Zinan
Liu, vice-president for China and North
Asia at Royal Caribbean and the recently
appointed chairman for CLIA North Asia.
He believes that slower growth in these
two primary markets will allow for greater
growth in Asia, based on the current
capacity of Europe’s shipyards, and on
orders already placed by major cruise lines.
By Teresa Ooi, 26 November 2014
Article written by Teresa Ooi,
Cruise Lines International Association (CLIA)
Word on the Street
Asia has all the ingredients for a successful
cruise industry, according to Michael
Hackman, executive vice-president for
Genting Hong Kong, owner of Star Cruises,
and director of the line’s Philippines
operations. “For us, the prime opportunity
lies within Asia as a destination, with many
reasons why it is well suited to one day
becoming the largest cruise market in the
world.” He says the eff orts by government
authorities in the Philippines, Taiwan,
Vietnam, Malaysia and on China’s Hainan
Island have helped pave the way for a
bolstered cruise industry centred on
and catering to Asian travellers. “They
understand where the future of cruising
is headed, and the potential gains for all
stakeholders.”
Hackman was joined by Dominic Paul,
managing director of RCL Cruises and
senior vice-president for Royal Caribbean
International, Celebrity Cruises & Azamara
Club Cruises, in calling for increased
investment in infrastructure throughout
the region, with a focus on developing
cruise markets in Southeast Asia. “We
need to ensure that infrastructure exists in
order to deliver this growth,” says Paul. “The
growing cruise market off ers signifi cant
opportunities for countries and regions to
increase the number of inbound tourists.
However, many countries and ports in Asia
are simply not ready to accommodate
the large numbers of cruise ships that
are coming to the region. Southeast Asia
is particularly in need of this increased
investment.”
He says local authorities need to
understand the potential economic
bonanza the cruise industry can off er,
and provide the necessary shipping
policies and infrastructure, as well as an
exceptional shoreside experience. “It is
highly recommended that interested cities
and countries work with cruise companies
on developing the infrastructure that
works best, so that time, eff ort and money
produce the best possible results.”
The economic impact of cruising was
emphasised by Ann Sherry, managing
director of Carnival Australia and chair
of CLIA Southeast Asia. CLIA Australasia
recently released a report on the AU$3.5
billion economic impact of the cruise
industry on the Australian economy after
another year of 20 per cent growth year
on year. “We are a business with a very
long value chain,” says Ms Sherry. “That
contribution creates its own momentum
and dynamic.” She added: “Next year will see
26 cruise brands operate 52 ships in Asia,
nine of which are year-round.”
Expanding on her observations, she says:
“In 2013, there were 802 Asia-Asia cruises,
in 2015, we will see 981. But the growth in
capacity is even more impressive, driven
by increasingly large and modern ships
being deployed. Last year, in 2013, there
was capacity for 1.4 million guests to take
Asia-Asia cruises, next year there will be
room for 2.05 million, an annual growth of
19.5 per cent,” she shares. “On top of that,
another 115,360 guests may transit through
Asia on longer voyages, up 25 per cent per
annum from the 73,616 capacity in 2013.”
Carnival Australia has developed 50 new
destinations in the Australia and Pacifi c
region over the past 12 months, says Sherry,
and the economic impact of cruising on
emerging destinations can be signifi cant.
In another study conducted in partnership
with the Vanuatu government, it was
revealed that P&O Australia is the second-
largest employer in Vanuatu and the
third-largest buyer of good and services,
while cruise tourism represents two-thirds
of tourism to the country. “The government
didn’t know that until we told them. They
see the ships and they hear about the
industry but they didn’t know about the
impact. The power of that in conversations
about further development in Vanuatu,
which is an important destination for all
companies with ships going out of eastern
Australia, is very important,” says Ms Sherry.
19Nov 2014 - Jan 2015
The NATAS Accreditation not only serves
as a framework to recognise tourism
professionals for their high standards of
professionalism but also motivates those
in the industry to constantly improve their
skills and better their service. In this issue,
TravNews catches up with Ivy Chen, who
specialises in crafting tours for SingExpress
Travel Pte Ltd. Having gone through the
accreditation assessment, Ivy is now proud
to be an Accredited Travel Professional
(ATP).
Spurred on by a love for travel and an
interest in experiencing diff erent cultures,
Ivy decided to enter the industry. Today,
nearly fi ve years on, she has not looked
back. “The travel industry is a growing
industry and it’s never boring,” says Ivy.
“Working in this people-focussed industry
enables me to meet new people from time
to time. Plus, I get to travel for work and
such trips give me a great opportunity to
discover diff erent parts of the world and its
various cultures.”
IVY CHEN A CHAT WITH
ACCREDITED TRAVEL PROFESSIONAL
Ivy’s secret to success-
Her belief in constantly staying updated with the latest
product off erings and trends, in addition to upgrading her
skills and raising her professional standards.
The Association’s Pick
It is this passion for travel and a
commitment to helping other travellers
make the most of their holidays that
motivated Ivy to take that extra step in
getting accredited. On her new distinction
as an ATP, she commented: “It makes
me proud knowing that my passion and
dedication to the job has been recognised,
both from the public and the industry.”
The travel sector is an extremely service-
oriented one and the key to dealing with
diffi cult and demanding clients, as Ivy
soon found out, is patience, empathy
and managing expectations. She
stresses the importance of treating ‘every
customer’s travel plans like your own’ and
understanding their needs.
This is also where she feels that the
accreditation will help. “With the pass, our
customers will have trust in our services
and job scope,” she says. On the fl ip side,
she feels that it also encourages travel
professionals to strive harder and provide
better service to their customers. In fact,
Ivy already has plans to move on to the
next tier in the accreditation framework.
“I believe that we must constantly stay
updated with the latest product off erings
and trends, in addition to upgrading our
skills and raising our professional standards,”
she added.
Noting the recent trend of more customers
being increasingly Internet savvy, she feels
that FIT and customised tours will be the
next big thing in the industry. As she sees
a rising number of travellers requesting
for these packages, she believes that it
will become a hot trend in future. As such,
travel agents must acquire the relevant
knowledge and skills so that they can
anticipate these changes and accomplish
and fulfi l the expectations of their
customers.
20 Nov 2014 - Jan 2015
Getting Future Ready
Food for Thought
“I take absolutely no comfort in where we
are today.” This was what Jack Welch said
when he was at the height of his career
as CEO of GE. The quote embodies the
essential mindset that business leaders
need to have to successfully remain
ahead of the curve. These leaders and
organisations invest their time to think
of new products and services and new
ways of doing things even in good times.
This was the key message that the recent
Travel Innovation Programme had for travel
companies in Singapore.
The programme was designed and
delivered by Singapore-based innovation
& branding consultancy, Ideactio, and
supported by NATAS and SPRING Singapore
(including fi nancial support from SPRING
Singapore). It was presented in two stages,
as illustrated in Figure 1.1.
Despite its strength as one of the leading
players in Singapore’s travel industry, New
Shan Travel Service has taken the fi rst step
to carve out the ‘New Shan of the Future’.
Such a step requires not just the foresight
but also courage and conviction from
Business models that will create the next leap of growth for travel companies
* subject to SPRING approval Figure 1.1
the leadership. Mr Roland Wong, Deputy
Managing Director, New Shan Travel
Services, echoed this view: “We intend to
build on our core strengths – our people
and our relationships – to create a business
model that remains relevant in the coming
decades.”
Mr Allen Leng, General Manager, New Shan,
added: “Though we have a very
experienced leadership team in New
Shan, we thought to get an outsiders’
professional perspective on innovation.”
The programme followed a co-creation
approach where managers from the
respective participating companies were
placed in a workshop setting together
and worked in a structured way to identify
opportunities and generate solutions.
Validating the programme and its
eff ectiveness, Mr Leng concluded: “The
programme has set a positive stage
for New Shan. Our shareholders and
key managers were drawn into a very
Staff members envisioning the future for New Shan Working as a team
New Shan Travel Services’ Senior Manager, Commercial & Operations, sharing his group’s contribution
Case study and images provided by Ideatico
21Nov 2014 - Jan 2015
Food for Thought
Note: There will be another run of the Travel Innovation Programme in February – March 2015. Companies who are interested in signing up for
the programme may get in touch with Ideactio ([email protected] or 63967803). The programme will be supported by SPRING Singapore’s
ICV programme* (Subject to SPRING’s approval).
Figure 1.2
Figure 1.3
Figure 1.4
interactive session that gave them the
platform to recognise the quick evolving
travel trade environment and, importantly,
exude and share their passion and dreams
to navigate New Shan Travel into future.”
Key Shifts
The programme was carefully designed
to meet the needs of travel companies.
Ideactio conducted preliminary research
on the travel sector to draw insights for the
programme design. Nav Qirti, Principle &
Managing Partner at Ideactio, summed up
key learnings: “There are two noteworthy
shifts happening at the moment that will
drive how businesses evolve in the future –
one is the consumer shift and the second is
the business model shift.”
Customer Shift
It’s not just the profi le of the consumers
that is changing but their consumption
patterns and their behaviours, as well
as their needs and drivers. For example,
culinary-based and adventure-based trips
are becoming more and more popular.
People are seeking out exciting activities to
do when they travel. Travelling has become
about the whole experience, and people
don’t want ‘one-size fi ts all’ solutions.
Research shows 64% of Singaporeans
prefer personalised travel services. They
want convenience, personalised itineraries,
customised packages, and experienced
consultants. With that, the gap between
low-cost and high-cost demand is growing.
The rise of budget airlines continues to spur
more tourism, but people are willing to pay
for better, more customised experiences.
For future growth, travel agencies cannot aff ord to overlook these changes. The mindset of
customer centricity will be key to their success.
Business Model Shift
Meanwhile, business models are seeing a radical shift. Competition of the future will not
come from your own industry but from unknown external players. Case in point: taxi
companies of the future will not only be competing with other taxi companies, rather they
may have to compete with anyone who owns a car and has access to Uber or any such app
that allows him/her to be in the market. The same applies to the hotel industry: anyone with
a spare bed and breakfast can compete with hotel rooms at a much more attractive price
point through AirBnB. It is only a matter of time before other industries (other components of
the travel industry) will also start to get disrupted in the same way.
This shift in business models, as explained by Singapore-based Platform Thinking pioneer
Sangeet Paul Choudary, is a shift from supply and demand models of doing business to
platform-based business models where network eff ects govern the growth of your business.
Business Models of the Future
Moreover, in a hyper-connected world, the nature and pace of business is fast changing. The
travel industry has also seen and continues to see a slow but continuous shift from physical
travel agents to OTAs and now to platforms. These platforms come in diff erent forms and
shapes and serve diff erent niches or customer needs, as is evident from successful platforms
like AirBnB, yelp, TripAdvisor, MyGola, 36hrs, to name a few. This doesn’t mean that traditional
businesses will become obsolete. All three kinds of players – traditional agencies, OTAs and
platforms – will exist side by side, but the relative margins of traditional agencies and OTAs
will decrease and there will be consolidation in the industry. Players who respond and adapt
to this shift and innovate will remain relevant in the near future.
To create business models of the future, travel companies have to change the way they think
– it is as much about learning new things as it is about un-learning old ways and re-learning
new ones.
CHANGE DRIVERS
WE HAVE TO CHANGE THE WAY WE THINK
Consumers Platforms
Changing Customer
Profi les, Consumption
Patterns & Behaviors
Travel has become more
activity-based, rather than
destination-based
Travel experiences &
customised tours have
become more important
Tastes and travel
spending have become
more polarised
CHANGE : CUSTOMER
Profi le, Expectations and
Choices
CHANGE : ENGAGEMENT
Acquiring, Servicing and
Retaining
CHANGE : BUSINESS MODELS
Supply & Demand Model to Networked
Model Oef Doing Business
Value Creation –
Unlocking of
Supply & Curation
22 Nov 2014 - Jan 2015
Scenario
In this particular case study, the customer booked a tour package and was told
that he would enjoy a complimentary upgrade to the next cabin type. Enticed
by the off er, he paid for a window cabin in anticipation of being upgraded to a
balcony cabin. However, when he received his cabin number, it was for a window
cabin. The customer then asked the agent for confi rmation of his balcony cabin
number but was rejected and told that a request had been sent to the cruise-
liner and he would only know if his upgrade was successful two weeks before the
sailing date.
A check with the cruise company revealed that the travel agent had put up a
request and that confi rmation would only be known nearer to the sailing date as
stated.
The complaint
The customer felt that the agent did not honour the off er of the complimentary
upgrade and that he had been cheated. He reiterated that he had taken a
window cabin only because of the promise of a free upgrade, if not, he would
have just booked a stateroom cabin.
The issue
The agent from the cruise company did not adequately manage the customer’s
expectations during the point of sales and neglected to explain that the upgrade
was not guaranteed. In addition, the agreement with the customer was made
verbally instead of having written acknowledgement by both parties.
NATAS Case Study The role of a travel agent is an extremely crucial one. Every
year, millions of tourists swarm to travel agencies to book
tour packages that will provide them with unforgettable
travel experiences. In short, travellers engage travel agents
because they are secure in the knowledge that their travel
agent will provide them with the best possible holiday
experience. But despite their best eff orts, it is inevitable that
sometimes miscommunication occurs, resulting in a few
disgruntled customers. This case study serves as a valuable
reminder to travel agencies of how important it is to deliver
what has been promised and ensure that all information is
properly communicated to the customer.
Food for Thought
A valuable lesson
While no one likes to receive complaints, they should actually be looked at as a way to improve service standards. This case study
has brought up the importance of travel agents communicating all necessary information while ensuring that the customer has fully
understood the information presented.
ServiceWorks Recommendations
The service principle that applies here is transparency
in communicating with customers. In this case, the
customer assumed that a complimentary upgrade
meant that he would be guaranteed one. However,
this is not always the case. The travel agent did not
communicate this and the fact that the outcome of
the upgrade would only be known nearer the sailing
date. This not only violates the abovementioned
service principle but also the following NATAS Service
Standards:
• Provision of factual and accurate information on
itinerary and services provided
• Communication of all miscellaneous costs
e.g. tipping, surcharges, airport tax, etc. before
the customer places any bookings
• Communication of additional services i.e. any special
arrangements, free upgrades, must be acknowledged
and signed by both the customer and service provider
In short, travel agents must be transparent in making
known to customers that all complimentary upgrades
are not guaranteed. They must also fully explain the
conditions of any promotions.
Case study provided by ServiceWorks International Pte Ltd
23Nov 2014 - Jan 2015
TIPS FOR STAYING AFLOAT IN ROUGH TIMES
Food for Thought
With the downward spiral of the global economy and budget airlines slicing profi t margins,
consumer spending is drying up faster than a puddle in the Sahara. And as an increasing
number of travellers regard travel agents as more of a luxury than a necessity, times may
seem tough for the travel industry. But if you think you’ll just tighten your belt, slash costs
and ride out the recession – think again.
Because the reality is that, with the right combination of marketing
strategies and tactics, there has never been a better time to boost
the number of customers to your agency. Moving your dollars to
marketing channels that give you maximum returns and results
not only makes your company more visible but also helps you to
build awareness and relationships for the long term. So get started with these
marketing tips today!
Never compete on price
Slashing your prices and off ering your services at a lower cost might be a great
way to attract customers but it won’t do much for your bottom line. Rather
than starting a price war, why not work on raising the value of your services
instead. Travellers are willing to pay a premium if your travel agency can off er
intangible perks that goes beyond what your competitors are providing.
Look after your customers
It’s much easier to get another booking from your existing customer than
it is to reach a new one. That’s why you need to be able to hang on to them by
off ering a great experience each time. Every traveller has a favourite airline, preferred hotel
chain or destination that they love returning to. By fi nding out what makes them tick, you’ll enjoy lucrative
repeat business, year after year.
Be active on social media
With the increase in travellers turning to the Web for their travel needs, there’s no better way to reach your potential target
market than social media. Through platforms such as Facebook, Instagram and Twitter, you can connect directly to all your
customers to recommend destinations, special deals and activities, and even receive feedback from your audience.
Get feedback from your customers
Wouldn’t you want to know if your special deals, promotions and advertisements are eff ective? Of course you would. That’s
why customer feedback is so important. Hearing from your customers is an excellent way to learn what’s working and,
more importantly, what’s not. That way you can tweak your services and packages to always deliver the right experience to
the right audience.
Off er a unique experience
People travel for the experience. So it stands to reason that the travel agencies that off er the most unique experiences will
gain the most attention. When you create your marketing collaterals, don’t focus on how grand the hotel is or how great
the service will be. Instead, think about why people travel and the things they hope to experience on a trip. By marketing
your destinations to feelings and motivations, you’ll be welcoming hordes of customers in no time.
24 Nov 2014 - Jan 2015
Featured Destination
the land of fi re Step into a world of endless summer days and enchanting winter nights, a land of idyllic
crystal glaciers and fi ery volcanoes. This is Iceland, a country of contrasts and a travel
destination like no other. With its vast natural beauty and breathtaking scenery, Iceland
truly seems to be the stuff of fairy tales.
Iceland:
and snowboarding. Trained guides are
always happy to accompany you on your
exploits and can be most helpful as you
manoeuvre untamed terrain. Jeep safaris
are also an exciting way to venture across
Iceland, and boats and rafts can be hired
for those looking to explore the country’s
many fl owing rivers.
Young, wild and free
Stretching across 103,000 square
kilometres, Iceland is the second largest
island in Europe, after Great Britain.
It is also one of the world’s youngest
landmasses, and with 80 percent of
its territory uninhabited, much of the
country’s wondrous landscape remains
untouched by the spoils of civilisation.
We invite you to journey across sprawling
sand and lava fi elds, trek up snow-
capped mountains and dip in refreshing
waterfalls and glacial rivers.
Home to some of the world’s most active
volcanoes and a number of national
parks, such as Vatnajökull, Þingvellir and
Snæfellsjökull, Iceland off ers a multitude
of stunning sights to see. Marvel at the
beauty of the country’s wildlife as you
watch whales and a variety of native
birds in their natural environment. An
occasional reindeer or arctic fox can
also be spotted by those on the look-
out. In the winter, catch one of nature’s
most extraordinary sights: the Aurora
Borealis. The coloured lights dancing
on the pristine white glaciers will be a
vision you will never forget. Be it the
beauty of the fj ords in the northwest or
the rejuvenating geothermal spa at the
Blue Lagoon, Iceland’s diverse terrain will
leave you in awe at every turn.
The adventure of a lifetime
For the more adventurous at heart, pick
from an endless list of hiking tours and
treks readily available across the island.
Adrenaline junkies can get their thrills
ice climbing or atop one of Iceland’s
magnifi cent mountains. The mountains’
snowy slopes are also ideal for skiing
25Nov 2014 - Jan 2015
and ice
Featured Destination
A land of warm hearts
With an estimated population of
300,000 people, Iceland is one of the
most sparsely populated countries in
the world. But what it lacks in numbers,
the country makes up for in pizazz! Be
amazed by the rich culture and strong
sense of tradition of Icelandic people.
That said, the country also boasts state-
of-the-art infrastructure and takes a
progressive stance on a lot of social and
political issues.
While Icelandic is the offi cial language,
English is spoken widely across the
island so feel free to chatter away with
friendly locals who are always more than
happy to share their tales over a hot
drink. Iceland has developed a unique
storytelling culture and is well-known
for its literature, and was listed as the
UNESCO City of Literature in 2011.
Museums such as Akranes Photografi cal
Museum and the Reykjavík City Museum
in Árbæjarsafn off er visitors a glimpse
of Iceland’s vibrant arts and culture
scene. Iceland also holds the world’s
oldest parliament, formed in 930 AD.
The parliament’s original site, Thingvellir,
is now a designated UNESCO world
heritage site.
The road to paradise
If that’s not enough to have you packing
your bags, this wonderland is just a hop,
skip and a jump away from major cities
around the world. Located near the
Arctic Circle, Iceland is approximately
fi ve hours from New York and three
hours from London by plane. The
capital, Reykjavík, is home to a bustling
domestic airport and buses make travel
around the city quick and convenient.
Alternatively, why not make Iceland a
stopover on your travels? Scotland and
Norway are a distance of 795 km and
950 km respectively from the island, and
Greenland is just 286 km away.
With an endless list of things to do and
wondrous sights to see, Iceland will leave
you dazzled all year round. Be it thrill-
seekers, nature lovers or culture buff s,
there’s something for everyone.
Exploring the wonders of Iceland at the Promote Iceland workshop
Over 50 guests gathered at Grand
Copthorne Waterfront Hotel on 22
September 2014 for a workshop by Promote
Iceland, an organisation formed to boost
Iceland‘s image and reputation. The event
aimed to support the competitive standing
of Icelandic industries in foreign markets,
attract foreign tourists and investments to
the country, and assist in the promotion of
Icelandic culture abroad.
Leading the workshop was an Icelandic
delegation comprising Promote Iceland, Air
Iceland, Iceland Europe Travel Partnership,
Iceland Travel, Iceland Excursions, Icelandair,
Hotels of Iceland, Yu Fan Travel and Inspired
by Iceland. Travel agents learnt about the
exciting potential of Iceland as a tourism
destination for Singaporean travellers, as
well as the types of products and services
available through the various Icelandic
organisations.
In all, the workshop was very well-received,
with participating local travel agents
engaging in extensive networking with their
counterparts from Iceland.
26 Nov 2014 - Jan 2015
WISHING A WARM WELCOME TO OUR NEW MEMBERS!
NATAS welcomes the following companies as new members.
J & L Vacation Pte Ltd
J & L Vacation Pte Ltd is an STB-licensed
travel and tour operator specialising in
inbound and outbound tours to Asia.
Besides packaged tours, the company also
arranges customised trips and provides
travel management services such as
hotel bookings, transfers and car rental
arrangements.
Legend Travel Pte Ltd
Legend Travel Pte Ltd is a professional
travel agency specialising in inbound and
outbound tours from Singapore and China.
The company’s extensive list of services
includes air ticket sales, tickets to Singapore
attractions, car rental arrangements and
cruise packages.
NATAS Executive Committee 2014/2016
Mr Devinder OhriPresident
Mr Chung Kek YoongDeputy President
Mr Ram SamtaniSecretary-General
Mr Allen TsangHonorary Treasurer
Ms Judy LumChairman – Inbound
Mr Albert HoChairman – Air Transport
Mr Chew Chong ChoonChairman – Surface Transport
Mr Ang Eu KhoonChairman – Information Technology
Ms Fiona LimChairman – Manpower & Training
Ms Ong Ling LeeSTB Representative
NATAS Secretariat
Patricia AuyeongActing CEO [email protected]
Anita TanChief Operating Offi [email protected]
Wendy TanSenior Manager (Events)[email protected]
Julia ChangSenior Manager (Industry)[email protected]
Nicholas YapManager (Industry)[email protected]
Judy KuehManager (Finance)[email protected]
Gladys ChengAssistant Manager (Admin & Membership) [email protected]
Magdalene LimAssistant Manager (Events)[email protected]
Jeff rey YeoAssistant Manager (Events)jeff [email protected]
Amy KongAssistant Manager (Industry)[email protected]
Alvin LimExecutive (Marketing & Communications)[email protected]
Leong SuyingExecutive (Industry)[email protected]
Tan Hui QinOffi cer (Industry)[email protected]
Zarinar LimOffi cer (Industry)[email protected]
CONTACT DETAILS UPDATE
Association Updates
The total number of NATAS members as at 10 December 2014 – 438 members.
Ordinary Members: 354 members
Associate Members: 80 members
Honorary Life Members: 4 members
OF EVENTSCALENDAR
NATAS Travel 2015 Singapore Expo Halls 8 & 9
0608mar
MEMBERSHIP The following new members were approved:
Company Classifi cation Approval Date
Royal Prince Travel Pte Ltd OM (IB & OB) 25/9/2014
J & L Vacations Pte Ltd OM (IB, OB & AT) 21/10/2014
Mega Travel Agency Pte Ltd OM (IB & OB) 24/10/2014
Legend Travel Pte Ltd OM (IB & OB) 18/11/2014
Mega Travel Agency Pte Ltd
Mega Travel Agency Pte Ltd specialises in
outbound tours to countries in the Southeast
Asian region such as Thailand, Indonesia, Hong
Kong, Taiwan and Malaysia. With branches in
China and Korea, the company will be expanding
its list of services to provide outbound tours for
Korea and inbound tours for China.
Royal Prince Travel Pte Ltd
Royal Prince Travel Pte Ltd is a travel operator
off ering tour packages to destinations near
and far. With a strong team, the company
prides itself on delivering prompt, personal and
professional service. By providing the best deals
at competitive prices, Royal Prince Travel Pte Ltd
aims to deliver quality travel services that are
aff ordable for everyone.
AX Exotic Travels Pte Ltd
175 Bencoolen Street
#01-05/06 Burlington Square
Singapore 189649
Corporate Travel Services Pte Ltd
100 Beach Road
#31-00 Shaw Tower
Singapore 189702
Deks Air Travel & Tours Pte Ltd (eff ective 6 Jan 2015)
300 Beach Road
#13-05 The Concourse
Singapore 199555
Diethelm Travel (Singapore) Pte Ltd
20 Kramat Lane
#04-06 United House
Singapore 228773
Tel 6737 7885 Fax 6737 2732
Easy-Fly Travel Pte Ltd
149 Tyrwhitt Road
Singapore 207562
Pegasus Travel Management Pte Ltd
19 Jalan Kilang Barat
#02-02 Acetech Centre
Singapore 159361
Tel (65) 6327 8360 Fax (65) 6327 8631
... for all the right reasons.
^Disruption Benefits–Unused Entertainment Tickets/ Frequent
Flyer Points (Section 37)
^Covers Replacement Cost of Lost Travel
Documents (Section 26)
^Reimburses Emergency Telephone Charges incurred
Overseas (Section 13)
Covers Leisure Amateur Sports
^Fraudulent Credit Card Usage (Section 22)
^Covers in the event of Natural Disasters
24-Hr Medical Assistance
^Unlimited Emergency Medical Evacuation
(Section 7)
^Overseas Medical Expenses coverage up to S$2,000,000 (Section 1)
Covers All Ages ^Covers Loss/ Delay of Baggage
(Section 23, 25)
Pays from theFirst Dollar
Travel Guard® is underwritten by AIG Asia Pacific Insurance Pte. Ltd. ^Terms & conditions apply.
Approved & supported by
To find out more, please visit AIG.com.sg
TravNews-A4.ai 1 19/6/14 2:37 pm
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