How Do Modern Travelers Book Trips?

Keeping up with the trends and knowing your customers is crucial for any business. To know your customer is to understand their habits and needs.

How do modern travelers book trips in 2024? What are the most critical elements in determining which tour operator to choose? What matters to modern travelers in the process?

With the travel world evolving, many things have changed in the travel industry. Some new trends have emerged, and travelers’ focus, and needs have significantly changed. This transformation has been in the works for quite a while now, and tour operators and destination management companies aren’t left with much choice – they must meet the new demand for digitally transforming their businesses.

Here are the top 4 things modern travelers are looking for when booking a trip.

Master the Art of Online Presence!

The first thing modern travelers will do is conduct thorough online research on the desired destination. Every tour operator or DMC’s goal is for the customer to find them immediately. And that isn’t possible if a company doesn’t have a strong online presence, primarily web based.

Nowadays, modern travelers visit many websites before making a reservation, so it’s critical to ensure your website is unique, relevant, and quickly establishes credibility. With printed catalogs slowly becoming a part of the past, the website is the most common touchpoint any tour operator has with their target customers. It gives your company more credibility, builds your brand, gives you a web-based platform to address your travelers directly, and continuously brings new customers.

According to the Trends Global Survey, 80% of global travelers surveyed feel it’s important to be able to book their trips entirely online, with 86% of Millennials and 83% of Gen Z’s leading the charge. We’re talking about high numbers! Therefore, the web has for sure replaced physical catalogs and even your offices.

Of course, it is important not only to have a presence but also to make it a good one.

Photos, Descriptions, and Video Content – It’s Essential to Stand Out!

Having a user-friendly, clear, and visually attractive web is crucial. Destinations should be clearly listed together with some itineraries to inspire future modern travelers. Three of the most impactful deal breakers for most travelers are bland and unappealing hotel rooms, non-aesthetic food photos, and boring content presentations. There should be short descriptions and authentic photos from trips that will catch the eye.

An example of good practice by one of our clients, Hidden Iceland

More and more travelers are turning to YouTube when planning a trip. Therefore, another great thing is having video content showcasing the destinations and travelers enjoying the journey with your team.

A really cool segment is a 360° tour of a hotel, resort, or even a part of the destination. Aerial videos became very accessible and more affordable with drones – and the videos they make are of fantastic quality. Instead of filming over-produced promo films, capture authentic content – travelers will appreciate it. Be playful and use your imagination – with the modern technology we have on hand, options are numerous!

Introduce your guides and make them relatable. When travelers are scrolling through your website for the first time, meeting the team that may be accompanying them on their trip instills more trust.

Let your staff share their hobbies, favorite destinations, locations, and insights. They are the ones who know the most about each destination; they can share some insights that will attract potential travelers to choose a specific trip. This will also give that personal touch to the otherwise digital experience—and travelers love that!

DMC Amazing Africa is proud to present its team to travelers

Oh, and don’t forget. Travel has shifted to mobile. The new generations of travelers expect to have all the information in the palms of their hands.

In the past years, there has been a significant spike in the number of online bookings done on mobile phones. So, optimizing a website for mobile phones is a must in this day and age.

Shaping Sustainable Wanderlust: Travelers Are Opting for Sustainable Travel Products!

In a recent booking.com survey, over half (53%) of travelers seek accommodations that blend comfort with innovative sustainability features, and 65% want green spaces and plants in their stays.

At the same time, 67% of Gen Z’s surveyed by the Pew Research Center reported expressing a need for climate action, compared to 61% of millennials, 53% of Gen X, and 50% of baby boomers. Ecotourism is thus expected to soar in popularity in the coming years, and sustainable products are the new good-to-have.

Many travelers today increasingly prioritize sustainability in their choices, including the sustainable products they use, but also the food they eat.

“Travel can be a force for good, and travelers themselves are proving to be today’s changemakers, adopting more sustainable travel habits and seeking responsible experiences.”

Glenn Fogel, CEO of Booking.com

While not all travelers may prioritize sustainability equally, there is a growing demand for sustainable products within the travel industry. As awareness continues to increase and consumers become more informed about their choices’ environmental and social impact, the demand for sustainable travel options will likely continue growing.

Here are a few tips on how travel companies can be green(er) Go check it out!

Why is a Dynamic Social Media Presence Non-Negotiable?

Like any other industry in the world, the travel industry cannot survive without being present on social media. Social media platforms are essential for communicating directly with travelers, acquiring new customers, promoting your offer, and, last but not least, advancing Google search results.

Facebook, YouTube, Instagram, and TikTok are the best options for tours and travel businesses. Each offers different formats and targets different demographics.

Facebook is the social media giant. According to Statista, Facebook has more than 3 billion monthly active users. It offers posting photos and videos with short descriptions, and you can also do live streaming.

Since the audience is vast, you can use all it provides to communicate directly with your travelers. Many nowadays use Facebook as a source of information. Post all information and news here, and travelers will appreciate it. Leave the comments section open for any questions your customers might have.

People enjoy reading reviews. Previous customers can rate your agency and post a short review on Facebook, which is a fantastic feature. That way, prospective travelers can read about other people’s experiences traveling with your agency.

Unsurprisingly, YouTube follows strongly – some travelers love watching vlogs because they get real and detailed feedback. Videos are entertaining, educational, and engaging. What better way to imagine yourself in a destination than with a video? Establish your presence there; travelers seek authentic, entertaining, educational, and informative content.

Instagram is one of the most preferred social media channels for Millennials, but not only. Selling products and showcasing offers on Instagram has become a common thing. Modern travelers tend to turn to travel Instagram profiles in search of inspiration.

With its specific framework, Instagram is ideal for tour operators and DMCs. It focuses on beautiful pictures, short videos, and keyword descriptions, while its search relies on hashtags. #travel links to more than 700 million posts. Instagram is here to inspire travelers to explore new destinations.

Your target customers will enjoy watching a live stream from a destination. People are much more responsive there than on Facebook. Travelers are likely to contact you directly if they require any information. Don’t hesitate to ask your travelers to tag the guides or your travel agency in their photos – there is no better promotion than that!

Last but not least, we have come to a platform that has been going strong for the last couple of years. Whereas Instagram targets millennials, TikTok users belong to GenZ and are between 16 and 24 years old.

It is a video-first platform mainly focusing on creating challenges and portraying various hacks and memes. Its content has the potential to go viral within hours of posting. Travelers will turn to TikTok for fun challenges, new recipes from all over the world, insights for different destinations, and travel tips and tricks. Also, Phocuswright research found that 35% of travelers ages 18 to 34 use TikTok to help decide what activities to partake in while traveling.

One example is the term #DestinationDupe, which has taken over social media platforms, especially TikTok. It is a trend that offers reasonably priced substitutes for the world’s most popular travel destinations, urging visitors to choose the less-traveled route. It encourages people to look into unusual possibilities that offer one-of-a-kind experiences and hidden riches, as well as lesser-known jewels, while reducing mass tourism in popular destinations.

Another is set-jetting, a trend in which travelers decide to book a trip to a place they’ve seen in movies or streamed shows. 

To sum up, you just have to be creative, aim to inspire rather than sell, and remember — consistency is key!

Blog – a Perfect Way To Showcase Your Tours!

It may seem time-consuming, but having an active blog is a great way to attract new travelers. Having one person designated to write for the blog is great, but that is not crucial. Your guides can write or, even better, your travelers.

Ask a traveler to do a guest section — what better promotion than having first-hand experience written by someone who only recently visited the destination? They can include some beautiful pictures or videos and give the highlights of the journey.

Update your blog regularly, and don’t forget to include direct links to your tours and packages.

It is a perfect place to showcase your offer in a slightly different form. Write travel guides for various destinations. Feel free to include authentic content, share tips and insights, portray local customs, include interviews with locals or your guides, etc. The options are endless and are bound to attract new travelers to book with you.

Example of a blog page by our client, Expat Explore

As mentioned, every traveler starts their research online. When using Google, it is in every tour operator’s best interest to appear in search results. To ensure you are among the first, continuously update your website’s content, mainly your blog.

As the team at Hubspot put it, “SEO writing is the process of writing content to rank on the first page of search engines like Google. This involves researching keywords, writing high-quality content that matches user intent, and optimizing your headers for easy page crawling.”

It is a great marketing technique bound to attract more travelers to your website; just give it some time and don’t give up. Read more on why every travel business should start a blog

Source: Financial times

Dubai medical tourism booming as 691,000 spend over $280m; top procedures revealed.

Dubai medical tourism is booming, with 691,000 health tourists spending AED1bn ($280m) last year, according to a recent report by the Dubai Health Authority (DHA).

Dentistry, dermatology and gynecology are among the most popular activities for medical tourists coming to Dubai.

This upsurge is evident in the increased number of tourists seeking medical treatment in Dubai and their significant spending on a range of healthcare services.

Dubai medical tourism

The report reflects the rising global confidence in the quality and excellence of Dubai’s healthcare services across different medical specialties. It also demonstrates the emirate’s competitive advantage as a leading health tourism destination regionally and globally.

Furthermore, the report sheds light on DHA’s collaborative efforts with its strategic partners to accelerate the growth of health tourism.

These endeavours are in alignment with the goals of the Dubai Economic Agenda D33, which strive to double the emirate’s economy and elevate its global standing as the preferred hub for business, investment, and tourism.

As per the report, Dubai welcomed more than 691,000 health tourists from across the world in 2023, with their collective spending on healthcare services exceeding AED1.03bn ($280.5m).

These numbers bettered those of 2022, when international health tourist arrivals topped 674,000, with their spending totalling AED992m ($270m).

Dubai’s indirect revenues from health tourism stood at AED2.3bn ($626m) in 2023. These revenues played a crucial role in elevating Dubai’s overall GDP and further boosting vital sectors.

Awadh Seghayer Al Ketbi, Director-General of the Dubai Health Authority, emphasised that the rising number of international tourists from every corner of the globe opting for healthcare services in Dubai reflects global trust in the emirate’s healthcare sector.

He highlighted Dubai’s exceptional service quality, conforming to the latest standards of excellence and healthcare.

He also outlined several factors that have significantly bolstered Dubai’s health tourism sector. These include enhancements to the emirate’s healthcare system through incorporating and leveraging cutting-edge technological advancements, ensuring the availability of top-notch medical expertise, and attractive programmes and initiatives designed for international patients.

Furthermore, the competitive pricing provided by healthcare facilities in Dubai and the government’s dedication to advancing the health tourism sector through fruitful partnerships aim to enhance the emirate’s competitiveness in this domain, further solidifying Dubai’s status as a preferred destination for individuals seeking medical treatment and recovery.

Al Ketbi lauded the contributions of the private medical sector in Dubai as a strategic partner to the government sector. He praised their initiatives, facilities, and patient treatment programmes while highlighting their dedication to providing exceptional experiences for international patients in a secure and comfortable environment.

This commitment, he added, is supported by a sustainable and advanced infrastructure tailored to meet patient needs and ensure the highest level of satisfaction.

Al Ketbi reiterated the DHA’s commitment to continually enhance the healthcare system in Dubai to align with the emirate’s tireless development and rapid transformations across the economic, health, and social sectors.

This commitment showcases a visionary strategy aimed at bolstering Dubai’s standing as a pioneering global development model that meets current demands and anticipates future requirements.

Based on information from the Dubai Digital Authority, the report highlighted that 58 per cent of international health tourists were women and 42 per cent were men.

A significant volume of international medical tourists originated from Asia, comprising 33 per cent of the total, followed by Arab countries within the GCC at 28 per cent, and European countries along with the Commonwealth of Independent States at 23 per cent.

Dubai also succeeded in attracting a substantial number of medical tourists from various regions who sought out experts in key specialties, reinforcing its position as a premier destination for specialised healthcare services.

A breakdown of the medical specialisations most sought after by visitors and the region-wise breakup in terms of specialised treatments they sought is as follows:

Top 3 in-demand specialties: Dentistry – 29 per cent, Dermatology – 27 per cent, Gynaecology- 13 per cent

Region-wise demand for dermatology: Asia – 33 per cent, Arab and GCC countries – 28 per cent, Europe – 23 per cent

Region-wise demand for dental services: Arab and GCC countries – 48 per cent, Europe – 20 per cent, Asia – 19 per cent

Region-wise demand for gynaecology services: Asian countries – 49 per cent, European countries – 25 per cent, Arab and GCC countries – 13 per cent

Region-wise demand for orthopaedic surgery: Arab and GCC countries – 30 per cent, Asia – 29 per cent, Europe – 24 per cent

Region-wise demand for plastic surgery: Arab and GCC countries – 43 per cent, Asia – 21 per cent, Europe – 21 per cent

Region-wise demand for ophthalmology services: Asia – 28 per cent, Arab and GCC countries – 27 per cent, Africa – 21 per cent

Region-wise demand for fertility treatments: Asia – 36 per cent, Arab and GCC countries – 22 per cent, Europe – 21 per cent

Region-wise demand for recuperation and recovery treatments: Europe – 35 per cent, Arab and GCC countries – 30 per cent, Asia – 21 per cent

The statistics provided in the report underscore the city’s appeal as a hub for specialized healthcare services, welcoming patients from all over the world seeking quality treatment and care in diverse medical disciplines.

Source:   Arabian Business.  

Ethiopian Airlines unveils exclusive Silver Lounge at Bole Int’I Airport.

Ethiopian Airlines, the leading aviation group in Africa, is pleased to announce the inauguration of the Silver Lounge, an exclusive facility dedicated to ShebaMiles Silver members. Strategically positioned within the Addis Ababa Bole International Airport, the Silver Lounge offers a serene and engaging environment where passengers can unwind and enjoy entertainment amenities.

The Silver Lounge, spanning an impressive 810 square meters, is designed to offer a serene oasis for travelers. It features a variety of amenities tailored to meet the needs of diverse clientele, including dining areas with an array of buffets and services, comfortable seating areas for relaxation, a designated smoking room, a delightful kids’ corner for younger guests, ample storage room, and additional facilities to enhance the passenger experience. The lounge’s capacity allows it to accommodate up to 200 guests during peak hours, ensuring a seamless and stress-free travel experience.

“We are pleased to open the doors to this magnificent lounge, which symbolizes our continuous efforts to elevate the standards of hospitality in the skies and on the ground,” said Mr. Mesfin Tasew, Chief Executive Officer of Ethiopian Airlines Group. “The Silver Lounge is more than just a space; it is an embodiment of our vision to further enhance the travel experience of our guests and solidify Addis Ababa as a leading aviation hub in Africa.”

The Silver Lounge is a symbol of the airline’s relentless pursuit of excellence and its unwavering dedication to providing its guests with the highest levels of comfort, convenience, and luxury. The airline’s commitment to providing superior travel experience is further exemplified by the availability of multiple lounges throughout the airport terminals, catering to the diverse needs of its clientele. Passengers holding Cloud Nine, ShebaMiles Platinum, Star Alliance Gold, and Silver memberships have the privilege of accessing these lounges to rejuvenate during their transit through Addis Ababa.

Ethiopian Airlines, a seven-time consecutive recipient of the prestigious Skytrax award, remains steadfast in its dedication to elevating the passenger experience. As the most expansive carrier across the African continent, the airline continues to invest in customer service enhancements, ensuring that its esteemed passengers enjoy the highest standards of hospitality and comfort.

Source: Voyages Afriq.  

DET INVITES HOTELS TO APPLY FOR THE SECOND CYCLE OF THE DUBAI SUSTAINABLE TOURISM STAMP INITIATIVE.

Dubai Department of Economy and Tourism (DET) has launched the second cycle of the Dubai Sustainable Tourism Stamp, to recognise hotels in the city with the highest levels of adherence to DET’s ‘19 Sustainability Requirements’, a set of mandatory standards to support the ongoing drive to position Dubai as a leading sustainable tourism destination.

Serving as a validation of a hotel’s dedication to sustainability, and showcasing its eco practices to guests and the global community, the DST Stamp was launched in 2023 and contributes to Dubai’s broader sustainability agenda. It is awarded under a three-tier scheme – gold, silver, and bronze – and validated by a committee of senior industry professionals to ensure integrity and independence. The window for hotels to submit their applications opened today (15 August) and will close on 15 September, with the announcement of the hotels receiving the DST Stamp for 2024 set to be made in January 2025.

Yousuf Lootah, CEO of Corporate Strategy and Performance sector at DET, and Head of the DET Environmental Sustainability & Social Responsibility Committee, said: “The Dubai Sustainable Tourism Stamp is more than just an accolade to recognise excellence in sustainability – it is a testament to the support and guidance of our visionary leadership to position Dubai at the forefront of global efforts in sustainable tourism. As we launch the second cycle of the DST Stamp, we invite hotels across Dubai to showcase their commitment to sustainability and contribute to our shared vision for a greener future, aligning with a key goal of the D33 Agenda to transform Dubai into the best city to visit, live and work in. This initiative continues to inspire enhanced collaboration between the government and private sectors in Dubai, further underscoring our resolve to set new standards in environmental stewardship within the hospitality industry.”

The ‘19 Sustainability Requirements’ were introduced in 2019 to guide hotels in implementing eco-friendly practices, and are part of the wider Dubai Sustainable Tourism (DST) initiative, developed by DET to drive the tourism sector’s transition to a low-carbon, resource-efficient, and sustainable industry model. It is part of DET’s broader commitment to fostering sustainable tourism in Dubai and is aligned with the ambitious goals of the Dubai Economic Agenda, D33, to further consolidate Dubai’s position as a leading global city for business and leisure.

Encompassing a wide range of criteria that hotels must meet, the ‘19 Sustainability Requirements’ include taking steps to achieve energy and water efficiency, implementing waste management programmes, guest education, and employee training initiatives, all designed to enhance environmental performance and ensure compliance with sustainability standards.

In the first cycle of 2023, the DST Stamp received 278 hotel applications, resulting in 70 winners – 11 gold, 28 silver, and 31 bronze – demonstrating the hospitality sector’s enthusiastic commitment to adopting sustainable practices. Hotels recognised in the first round have highlighted the importance of the initiative, detailing the benefits their participation brought.

Nila Pendarovski, General Manager at Rove Expo City, said: “At Rove Hotels, we’re not just committed to providing exceptional hospitality, we’re also deeply invested in running our operations in a sustainable manner. We were honoured to be part of the first round of the DST Stamp certification process, an initiative we view as crucial to our growth as responsible hoteliers. This process has guided us in refining our operations from A to Z, enabling us to find more sustainable ways to serve our Rovers (guests). We eagerly anticipate the opportunity to participate in this process again, as we continue to champion sustainability in every aspect of our business.”

Luciano Fontana, General Manager, Sofitel Dubai The Obelisk, added: “Receiving the Gold Tier from the prestigious Dubai Sustainable Tourism Stamp was a remarkable honour for Sofitel Dubai The Obelisk. This recognition reflected our unwavering dedication to sustainable luxury, ensuring that every guest’s experience contributes positively to environmental and social responsibility. We are proud to lead the way in sustainable tourism and look forward to setting new benchmark for excellence in this field.”

Inspired by global objectives such as the United Nations’ Sustainable Development Goals 2030, and country-wide strategies including the UAE’s Net Zero 2050 initiatives, the DST initiative and DST Stamp align with the UAE’s Year of Sustainability, which was extended into 2024. Another key initiative under DST has been the rollout and ongoing development of the Carbon Calculator tool, which measures the carbon footprint within Dubai’s hospitality sector. The tool tracks real-time data for carbon emission sources, allowing hotels to identify and effectively manage their energy consumption.

Additionally, DST complements the citywide ‘Dubai Can’ sustainability movement, which through its ‘Refill for Life’ campaign has seen the reduction in the usage of an equivalent of more than 23 million 500ml single-use plastic water bottles and 11.5 million litres of water dispensed via 50 water fountains located throughout the city. Dubai Can has followed this up with a second initiative, Dubai Reef, the world’s largest marine reef development project, with 20,000 modules set to be deployed across 600 square kilometres of Dubai’s waters by 2027.

Hotels can contact dstsupport@dubaidet.ae for further details about applying for the DST Stamp.

Source:  Hotel And Catering.

FLYING 2 TIMES DAILY, DISCOVER MUMBAI WITH KENYA AIRWAYS

The enchanting Mumbai awaits! Popular for both leisure and business, Mumbai is a rare gem. Business men/women travel for trade, students for school, families for reconnections or medical assistance, and tourists for the many wonders it has to offer. 

From as low as $430 and with 14 weekly flights available between Nairobi and Mumbai, Kenya Airways has made travel easier and convenient. KQ now has two (2) daily flights operating on the Boeing B737-8. This means there is ample capacity for both cargo and passengers.

The best thing is, the flight schedule also allows for seamless onward connections to and from other destinations like Johannesburg (JNB), Lagos (LOS), Monrovia (ROB)  and Freetown (FNA)

Flight Schedule:

MUMBAI TO NAIROBI
 DayFlight NoDepartArrive
BOM-NBODailyKQ20302:4006:35
BOM-NBODailyKQ20506:4510:30
NAIROBI TO MUMBAI
 DayFlight NoDepartArrive
NBO-BOMDailyKQ20216:4501:30+1
NBO-BOMDailyKQ20420:5005:35+1

So next time you want to travel to or from Mumbai, choose comfort, convenience and authentic African hospitality on Kenya Airways.

Aviation: ASKY Airlines Receives Best Airline in West Africa 2024 Award at 7th Accra Weizo, Ghana

ASKY Airlines has been recognized as the Best Airline in West Africa for 2024.

This prestigious award was presented to the Managing Director – Mr. Esayas Hailu during the 7th edition of Accra Weizo organized by Akwaaba African Travel Market and Ghana Tourism Authority on the 28th of June 2024, at the Accra City Hotel in Ghana.

This award acknowledges the airline’s remarkable performance, strategic growth plans, and significant contributions to regional integration and trade development within the region. Additionally, it highlights that ASKY Airlines flies to more West African capitals than any other airline in the region.

The award is based on ASKY’s outstanding performance in the aviation sector over the past year, considering factors such as frequency, destinations covered, fleet type, on-time performance, customer service, and network coverage in West Africa.

The Balafon Awards of Excellence is an annual event organized to recognize pioneers and top players in the industry within the ECOWAS region. It has been received by several deserving individuals and corporate bodies across West Africa.

Mr. Esayas Hailu, Managing Director of ASKY Airlines, stated, “To ensure cheaper airfares on the continent and enhance air movement within Africa, especially West Africa, all the barriers militating against the seamless movement of people should be eliminated by the continent’s governments. We call on African governments to emulate their European counterparts by opening their borders more to the traveling public.”

This award is a testament to ASKY Airlines’ commitment to excellence and its dedication to enhancing connectivity and promoting economic growth within West Africa.

Source:   ATQ News.   

Eldoret, Mogadishu & Maputo – More Routes, More Connections For Kenya Airways Guests

KQ JFK

Kenya Airways has reopened 3 routes this year in a bid to offer customers destinations options.

KQ resumed operations to Mogadishu in February, Eldoret in March and Maputo in June. The three routes are expected to offer KQ guests direct flights to the three destinations, providing travelers with more options and convenience.

Reopening of these routes furthers KQs commitments to connect Africa to the world and the world to Africa. The schedules are conveniently timed for the business traveler as well as the leisure traveler. This means guests travelling to and from these three routes can also travel to the rest of the KQ network via Nairobi.

Guests traveling on this route can expect:

1. Professional & delightful onboard services- The Kenya Airways friendly crew will be at hand to receive guests and ensure a delightful experience while onboard.

2. Ample baggage allowance- Customers’ first bag is free of charge with a provision of up to 23kgs for economy class and 32kgs for business class, with additional space available in the overhead bins for one carry-on bag.

3. Comfortable travel – Kenya Airways will operate the Embraer E190 on this route providing customers with a spacious and comfortable travel experience.

Please see the schedules for booking customers:

ELDORET: As low as ksh. 6,900 one way

MOGADISHU: as low as USD 250 one way

MAPUTO: as low as USD 873 for a return trip

Offering travel insurance just makes business sense.

Travel Insurance

In recent years, the travel industry has faced unprecedented challenges, exposing vulnerabilities. The pandemic was a wake-up call, underscoring the importance of being prepared for unexpected disruptions.

Last month’s CrowdStrike outage, which led to widespread flight cancellations and delays for several major airlines, reminded us of the unpredictability of events that may impact travel. These disruptions can turn a dream vacation into a stressful ordeal and have led me to conclude that every advisor should be offering travel protection to their clients.

As advisors, it’s our responsibility to use our experience to educate clients. We know firsthand that emergency can completely screw up the most carefully planned trip. Travel protection is designed to help clients during unexpected situations, whether a medical emergency, a natural disaster or something bizarre like the CrowdStrike incident.

Offering travel protection can ease these challenges, making an advisor’s job less stressful and helping manage client expectations more effectively. If, for example, a client’s flight is canceled due to weather or technical issues and they miss the first night of their hotel stay, the hotel may not offer a refund. Several advisors sought advice from colleagues on Facebook over this very issue in the aftermath of the CrowdStrike outage.

Without travel protection, the client was responsible for these costs, often leading to frustration and complaints misdirected at advisors. If travel insurance had not been offered, traveler frustration may not be completely misplaced. Some insurance policies cover these costs, diffusing the situation before it escalates. (Be sure to read the fine print! Not all travel insurance policies are the same.)

When a client has adequate travel protection, the burden to resolve issues shifts from advisors to the insurance provider. Whether it’s rebooking flights, covering additional hotel stays or compensating for lost luggage, travel insurance (depending on policy details) takes care of these problems, resulting in fewer stressful phone calls, less time spent negotiating with service providers and a smoother experience for clients.

Ultimately, offering travel protection is about more than just providing a service; it’s about enhancing your professional reputation and protecting your business. When clients see that you’ve gone the extra mile to ensure their trip is covered, it builds trust and confidence in your expertise. By making travel protection a standard part of your service, you not only safeguard your clients’ travel investments but also protect yourself and your business from unnecessary complications.

Clients can’t be forced to take out coverage, but they should understand the risks of traveling without it. If a client decides not to purchase insurance, I require them to sign a waiver acknowledging that insurance was offered and that they declined. This waiver states that the client accepts full responsibility if their travel plans are altered due to unforeseen circumstances.

Here’s the liability waiver I have my client’s sign:

I decline the offer to purchase travel protection/trip insurance through [name of agency]. I understand that I am solely responsible for any cancellation penalties and out-of-pocket expenses incurred. I will also make my own separate travel, medical and any other provisions in the event of an emergency while I am traveling. I also understand that I am not protected from loss in the event of any travel vendor, travel supplier or any travel-related operator defaults. This waiver confirms that I voluntarily decline travel insurance and travel protection insurance for the trip described above. I understand I am solely liable for all airline fees, supplier fees and agency fees that may apply, and I hereby release [name of agency] and its agents from any and all liability related to the trip described above.

Nine times out of 10, after I present my clients with the waiver, they decide to purchase the travel protection.

Source:   Travel Weekly.   

NDC offers confuse clients, frustrate agents

A recent Travel News poll showed that 5% of agents book NDC via airline direct websites, 10% utilise a third-party platform (eg Thomalex), 15% book NDC via the GDS interface and 10% book a combination of all these options. 

But an alarming 60% of agents said they are not using NDC at all.

According to its 2024 Modern Retailing Report, Travelport research shows that NDC and website-direct offers are at odds with the consumer experience and that 58% of users are struggling to compare new products and additional offers available through NDC.

In 2022, Iata said of Modern Airline Retailing: “Our aim is to create value for travellers by meeting their needs. We know that passengers want a seamless digital experience.”

The NDC-powered displays of fares on many airlines’ websites mean that a vast number of fares are displayed. The fares represent the unbundling of standard fares and the rebundling of their elements into a variety of different offers. It’s somewhat bewildering and confusing for consumers, who could end up paying more for their fare than they bargained for.

A leisure client interviewed by Travel News said he received a quote from his travel agent to fly to Lisbon. “We were out with friends and they said I should book direct online as the airline website is always cheaper than agents offer. I went on to the website of the airline that my agent had quoted me on to have a look and the fares were indeed cheaper than she had quoted us.

“I put the same dates and flight details in on the same airline, got the cheaper rate and paid for the tickets, having compared apples with apples. The terms and conditions and different booking options were confusing at best.

“I have subsequently discovered that I booked the cheapest flights without baggage, and I cannot change my dates or get any refund on the tickets. Baggage is purchasable as an addition to the airfare and there were about seven different options and related prices for various fares that affect changes and refunds.

“Airline website offerings are a nightmare. There is so much more content to wade through; they have become more trouble than they are worth.”

Travelport CEO, Greg Webb, spoke to Travel News about solutions the GDS is developing to address the complexities of booking NDC.

 “Travelport’s role in the increasingly complex travel industry is to take millions of pieces of disparate information and make it simple for both travel agencies and providers to understand, search, sell and service. We believe AI and machine learning are powerful tools to do just that. The Travelport Content Curation Layer product will allow travel agencies to provide travellers with the right range of normalised, enriched, bookable content at speed, via a single search screen. Used for all content sources (LCC, EDIFACT, NDC, hotel, car, etc). The CCL allows agents to compare apples to oranges in an apples-to-apples way.

“Our travel agency partners know their travellers well, and Content Optimizer gives agencies the ability to set their own rules and customise the type of results that are prioritised.”

The Travelport report explains that because NDC content is implemented differently by every airline, the reality is the buyer is often forced to deal with NDC, whether they know it or not. 

To travellers, NDC looks like an overwhelming set of content on every airline’s website, along with different rules for changes on every offer, along with system incompatibilities, such as the offering of long-haul flights from South Africa to Europe, the US or Asia without the inclusion of baggage. It’s hard to believe this feels like a satisfactory modern retailing experience for the consumer. 

The same can be said for the travel agent’s experience when working with NDC. They often see duplicated content on the screen, or must open multiple tabs to compare like-for-like products. 

Added Webb: “For agencies and travellers alike, the explosion of choice is causing on-screen clutter, slower searches, and confusion.”

Travelport’s new Content Curation Layer and Content Optimizer was designed to unlock smarter searches in one place with clearer and more standardised results from all sources, said Webb.

 Source: Travel News

AirAsia Takes Flight in Kenya- What Does This Mean for You?

We are delighted to inform you that the Kenyan Ministry of Transport has granted AirAsia full approval for scheduled flights between Kuala Lumpur and Nairobi. This official clearance allows you to confidently sell tickets to your customers without any concerns. The arrival of AirAsia in Kenya marks a new era of affordable air travel. With its vast network and competitive fares, this low-cost carrier is set to revolutionize the way Kenyans travel.

Discover More Destinations

One of the most exciting benefits is the opportunity to explore new destinations. AirAsia’s extensive network provides access to 35 new destinations across 12 countries, allowing you to cater to a wider range of traveler preferences. Whether your clients dream of the vibrant cities of Southeast Asia, the stunning beaches of Australia, the cultural richness of HongKong, or the business acumen of Singapore AirAsia can take them there.

Reduced Fares and Travel Hours

AirAsia has maintained its position as the world’s leading low-cost airline for an unprecedented 15 consecutive years, winning the prestigious Skytrax World Airline Award in June 2024. Beyond its financial success, AirAsia has been a pioneer in environmental sustainability and affordable travel. Connect your customers to Australia for up to 40% less than traditional flights while enjoying flight times that are over 30% shorter!

All cabin classes

Direct flights to Kuala Lumpur and beyond will be operated by an Airbus A330. Defying expectations, this low-cost carrier offers a premium experience, including all cabin classes typically found on full-service airlines, even flatbed seats. The aircraft configuration is detailed below:

What Next?

1. Do you wish to sell East and Southeast Asia destinations?  Register on their booking system by clicking here if you’ve not already

2. Join the exclusive AirAsia System and destinations training for our member travel agents on Friday the 9th of August.