TRAVEL NEWS WEEKLY

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SouTHERN AfRiCA’S TRAVEL NEWS WEEKLYNovember 27 2013 I No. 2280

Page 2

NEWSAgEnts vs suppliErs

Are you a good ‘client’? SAT launches Big 5 website

Page 6 Page 10

FEaturE

You name your ‘star’ suppliers

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It’s that time of year – South Africans are booking their car hire for the Christmas holidays and looking for specials. Car Hire Brokers is offering a domestic special, starting at R253 per day for a Group T, Picanto and R353 per day for a Group B, Hyundai i20. Rates include unlimited mileage, super damage and theft waiver and airport surcharges. The offer is valid until February 28. Surcharge may apply between December 15 and January 5. Pictured here from Car Hire Brokers are (from left) md, Ana Jones; key account manager, Tanja du Toit; and sales manager in Gauteng, Lulu Rodrigues. Photo: Shannon Van Zyl

Driving great rates!

take two for Flysafairchana BoucheR

FLYSAFAIR is determined to launch a domestic LCC in SA. The airline has made changes to

its shareholding and reapplied for a permit to operate scheduled passenger services, the Department of Transport has confirmed.

In October, a court interdict was granted in favour of Comair and Skywise, grounding FlySafair. North Gauteng High Court Judge, Neil Tuchten, ruled that there was a strong chance that FlySafair had “deliberately concealed” information about its shareholders during the application process. He said the evidence was “well nigh overwhelming” that FlySafair’s holding company, Safair, had created a scheme to simulate meeting the foreign ownership legal requirements (only 25% of an airline can be foreign-owned). He also criticised the way the Air Services Licensing Council dealt with Comair and Skywise’s objections to FlySafair’s being granted a licence.

Dave Andrew, FlySafair ceo, says: “Since the interdict was granted we have expedited our BBBEE transaction, previously advised to the ASLC and, as a result, restructured our shareholding, which also addresses some of the concerns raised in the court interdict.”

He says FlySafair has reapplied for a new S1 licence and hopes to be heard by the ASLC in the near future. “As soon as the new licence is granted, we will be able to launch FlySafair.”

But competitor, Skywise, plans to challenge the new application, says ceo Rodney James. “They are wholly owned and a controlled subsidiary of an Irish company. It’s interesting how they can change their shareholding overnight to try and satisfy the legal requirements of domestic air service ownership and control,” he says. Rodney says the sale and disposal of a company or shares in a company, as FlySafair claims to have done, takes many months. “Yet they have done it overnight. A paperwork shuffle for the creation of yet another front, perhaps.” Comair was unable to respond at the time of going to print. n

Britain braces for ‘big freeze’natasha tiPPel

THE UK is facing its worst winter in decades, with bitter Arctic conditions forecast well into next year.

Emergency travel solutions provider, Aero24, warns: “Winter 2013 into 2014 is forecast to be ‘exceptionally severe’ with above-average snowfall and plunging temperatures. Long-range weather forecasts warn of bitter Arctic gales leading to feet-deep snowdrifts

right up until February. Snow forecasts for winter 2013 suggest much of the country will be hit by heavy wintry downpours with no let up well into next year.”

Airport authorities have warned that the severe weather conditions are likely to lead to disruptions at major airports. Rail operations are also expected to be affected by heavy snowfall.

See eTNW for regular updates on this story. n

sAA ups frequencies into AfricaSAA will increase frequencies on five of its African routes and cease operating its own aircraft between Johannesburg and Bujumbura and Kigali.

Flights that will be increased: Effective December 10, flights

between Johannesburg and Kinshasa are to be increased from four to six per week;

Effective December 13, flights between Johannesburg and

Dar es Salaam will increase from 12 to 13 per week;

Effective January 12, flights between Johannesburg and Windhoek will increase from 20 to 21 per week;

Effective January 13 flights between Johannesburg and Ndola will increase from 19 to 20 per week;

Effective January 14, flights To page 2

Stars in travel

2 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

Rubes® By Leigh Rubin

Phone: (011) 327-4062 Fax: (011) 327-4094 E-mail: tnw@nowmedia.co.za Web: www.nowmedia.co.za Address: Now Media Centre, 32 Fricker Road, Illovo Boulevard, Illovo, Johannesburg. PO Box 55251, Northlands, 2116, South Africa.

TRAVEL NEWS WEEKLY

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EDITORIAL Editor: Natasha Tippel natashat@nowmedia.co.za Features Editor: Michelle Colman michellec@nowmedia.co.za Contributors: Tammy Sutherns Hilka Birns Chana Boucher Dorine Reinstein Rachael Penaluna Photographer: Shannon Van Zyl Production Editor: Ann Braun

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NEWS

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Let’s get festive…The festive season is approaching, giving agents the opportunity to earn more Club Red Roses during peak season. Agents can earn Roses by booking car rental with Avis. Roses can be converted into eBucks. Ho, ho, ho… is it Santa and his little helpers? From left are the Avis travel sales team: Cynthia Dicks, Bonolo Pitsoe, Gary van der Walt, Kathy Venner and Nathalie Pretorius. Photo: Shannon Van Zyl

Letter to the Editor

Do you respect your colleagues? Travel agents often have to suffer abuse from difficult clients but what about those agents who are difficult ‘clients’, making unfair demands on their wholesale partners? A tour operator employee shares her views…

AT ONE stage, working for a very large retail organisation, we were

instructed – with no exceptions to the rule – that you treat a tour operator with respect and professionalism, especially since the agent is asking the operator for assistance.

Now working for a reputable and well established wholesaler I am blown away at what staff have to deal with on a daily basis. Here’s food for thought, provoked by recent occurrences: Is it right that a retail agent

expects a wholesaler to honour a quote days, and sometimes weeks, after quoting and invoicing, when the rate of exchange has changed?

Is it acceptable for a travel consultant to throw a tantrum because the terms and conditions are not adjusted just for them?

Is it right that tour operators have to accept emails in capital letters with only a heading in the subject line

and the body of the mail that says Please Quote?

Is the client really always sitting in front of you? Is he really about to pay?

If the above is true, why are we given a 10-minute turn-around time, but on following up we get: “Oh sorry, haven’t got to that yet… been too busy”?

Is it fair that consultants from large international travel organisations get the wholesaler to do the flights, insurance etc. as they “don’t have the time” but then question the price when shopping around?On the other hand, tour

operators recognise the following may be questioned: Does the tour operator

always realise that the retail travel industry is their client?

Does the wholesale consultant give the consultant as much information as possible?

Do they still protect your commission if/when a client goes to them direct?

Do they train you to sell properly?

Do they recognise you for continued support?

Agents, please consider this: Terms and conditions are

carefully worded and need to be adhered to for various reasons on quotes and invoices.

Both agents and wholesalers are in business to make money. Rules can’t be broken, losses absorbed, just because it is the agent’s second or third booking with the operator. Is this unreasonable?

Quotes need to be done within an agreed time frame depending on the requirement.

Unnecessary accusations are harmful and unproductive.

Those in the industry need to work together and support each other to get the best for the client, make money and get repeat business.

Anonymous

The search is on…NOmINATIONs are now open for the much-anticipated Asata Diners Club Awards 2013.

The awards give you – the agent – a chance to recommend those peers who have made a significant

contribution towards uplifting the standards of the travel industry.

Nomination forms can be found online at www.asata-dinersclub-awards.co.za.

Entries close on December 13. n

SAA ups frequencies into Africa

between Johannesburg and Lusaka will increase from 19 to 20 per week.From December 7, sAA

will no longer operate its own aircraft between

Johannesburg and Bujumbura and Kigali but will service this market through its recently announced codeshare partner RwandAir.

Customers already holding ticketed reservations

on sAA direct services between Johannesburg and Bujumbura and Kigali from December 8 onwards will be re-accommodated via sAA’s airline partners in line with the Iata conditions of carriage. n

From page 1

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4 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

NEWS

AfricaStay acquires African Encounters

Directors of AfricaStay, Diana Sandu and Marian Sandu, have acquired African Encounters. Photo: Shannon Van Zyl

Natasha tippel

AUSTRALIAN tour operator, Captain’s Choice ‘Journeys by Private Jet’, is now being marketed and sold in South Africa through Development Promotions.

The exclusive product offers high-end clients various all-inclusive packages on a private charter for international tours across the globe. Guests are taken on a Boeing 767 to destinations around the world, with direct flights, speedy customs and immigration arrangements, special luggage handling and extra allowances, luxury accommodation, guided tours and personalised service.

“We take people to exotic, hard-to-reach destinations in ultimate comfort and luxury,” says gm of marketing, Gary Bartelings.

The charter flights operate once a

year and booking in advance is crucial. Currently, Captain’s Choice is marketing its ‘Around the World’ package, which departs March 3, 2015. The 21-day tour starts and ends in London and stops in Mexico, Brazil, Easter Island, Tahiti, Australia, Cambodia, India and Tanzania. Packages start from AU$60 990 (R580 485) and

include twin-share flying by private B767 (London to London). The tour has capacity for 92 passengers. The single supplement is AUS$5 990 (R57 000).

“This is not a cheap product but it offers massive value-for-money,” Gary says. “Captain’s Choice takes care of everything; it takes the hassle out of travel. It is fully inclusive. Guests don’t have to pay taxes or tips. There are lots of little extras.” n

tammy sutherNs

AFRICASTAY has acquired African Encounters and, due to the similar nature and business

models of the two companies, they will be consolidating their resources and purchasing power to offer travel agents better prices and more availability on destinations.

Operations, logistics, offices, contact numbers and staff structure of the two companies will remain the same.

The acquisition will allow the businesses to expand. For example, AfricaStay, which has strong relationships in Mozambique, can assist African Encounters to build

relationships in the region. African Encounters, with its established networks in Seychelles, can assist AfricaStay with development in the area, says md of AfricaStay, Marian Sandu.

“It puts us in a better position to service agents as it gives us better negotiating power and we are able to provide more business to hotels and thus get better rates. We will also have more resources to deal with agents,” says Marian.

He adds that the two companies have built important relationships in the travel trade and they intend to not only maintain these but to build on them. n

Around the world in 21 days

Gary Bartelings

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6 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

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cfu@satc.co.za www.satravelcentre.com 011 616 7956

Our Centralised Ticketing Service provides you with:

LET YOUR BUSINESS TAKE OFF No matter whether you’re a team of one or of twenty, making us a part of your team will take you to that next level.

• Round the clock ticketing capability• 24/7 support • Refund processing • ADM / ACM advice • Accessibility from any geographic location • Preferred supplier rates • Multiple GDS platforms

We’ll negotiate the best deals available on your behalf, whilst you enjoy one of the most favourable incentive pay-out structures. If you want the assistance of a travel consortium that is going places, call South African Travel Centre now, and let us tell you how we can help your business take off.

Taking you further. Bringing you closer.

Sha’p-sha’p: (Sharp-sharp) (a) A South African term used to express

our good health and well being.

Local is lekker! TNW and SA Travel Centre bring you the latest news in domestic tourism

SA Tourism unveils Big Five website

SOUTH African Tourism has launched a new website with informative

content about the Big Five.Information, photographs,

videos and interactive games let visitors experience these remarkable animals online.

Tara Turkington, ceo of Flow Communications, the company responsible for the site, says: “The intention was to inspire those who have never seen these beasts to come to South Africa and see them, and for those who have seen them, to come back and see them again and again.”

The website was designed with desktop and tablet devices in mind, while social media integration allows users to share the information on

Facebook, Twitter and Google+. High-resolution postcards can also be emailed to friends and relatives using the ‘Send a Postcard’ feature, and high-resolution wallpaper can be downloaded for any desktop or tablet device.

The site has a comprehensive booking feature, from flights and accommodation to Big Five viewing options. A detailed map provides information on the parks where the Big Five can be found.

New W Cape tour from Springbok Atlas SPRINGBOK Atlas Tours and Safaris has introduced a four-day tour of the Garden Route from Cape Town to Port Elizabeth.

It includes overnight stays in the Cape Winelands,

Oudtshoorn and Tsitsikamma. Guests will participate in activities including wine tasting, a local farm school interaction, a tour of the Cango Caves, a ‘Meerkat tour’ and a tour of a foliage export farm.

The tour operator says the Garden Route Discovered tour was designed in recognition of a growing demand from guests wanting to contribute to a sustainable future of the areas they visit.

New app from Cape Point RouteLOCAL destination marketing organisation Cape Point has teamed up with travel technology innovator Tourism Radio to produce an all-in-one mobile travel guide specifically for visitors to the Cape Peninsula.

“Cape Point Route has long been a trusted name when it comes to information about where to go, what to do, where to stay and where to eat around ‘Cape Town’s Playground’. Through our new app, we’re hoping to provide visitors with an easy way to access this information on the fly, whether it’s for holiday

planning and research before they arrive in the Cape, or for search and discovery once they’ve arrived,” says Cape Point Route marketing manager, Sally Grierson.

The Cape Point Route travel guide app features comprehensive info about more than 80 points of interest around the Cape Peninsula. These include top-class restaurants and accommodation facilities, activities and a host of cultural and historic attractions.

The app can be downloaded on to an Android or iPhone.

Mount Grace rejoins African Pride HotelsAFRICAN Pride Hotels has announced the addition of Mount Grace Country House and Spa to its portfolio, with effect from December 1.

In January this year the Hospitality Property Fund-owned property announced it would part ways with and African Pride Hotels after a five-year partnership.

Commenting on the decision to return to

African Pride, Andrew Rogers, ceo HPF, says previously the group had a franchise agreement but it has now also entered into a management agreement with Protea.

He adds that the property will accommodate the family leisure market by allowing children access. Previously no children under the age of 12 were allowed. n

Tarn Country House under new ownershipSHANNON Rombi has taken over ownership of Tarn Country House in The Crags outside Plettenberg Bay, Western Cape, and Cornelle Naude will be the property’s onsite manager.

Shannon said there were

long-term plans to erect a beauty spa on the property next year and the reception area will be converted into a chapel.

The property can accommodate 16 guests in

six double suites and two twin suites and 20 delegates can be accommodated for conferencing.

The website has been redesigned and features live accommodation availability.

SA Tourism’s new website allows users to share information on social media.

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Send your answers to: marketing@citylodge.co.za Entries close on 30 November 2013

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Helping our guests to giveCity Lodgers join representatives from the Cancer Association of South Africa, the Hospice Palliative Care Association (HOSPICE) and Food & Trees for Africa around the pool at City Lodge Hotel Fourways on November 12 – it was a special occasion as City Lodge dished out R241 000 to the three organisations from its Cuppa for CANSA campaign at Road Lodges and the two charity selection options for online bookers via the group’s website.

Morné Bester, GM of City Lodge Hotel Lynnwood, was the winner of this year’s City Lodge Hotel group Hotelier of the Year Award, which was presented at the group’s 25th Leadership Conference held at Mabula Lodge in September.

This year’s conference focused on “knowing yourself”. Other awards included the Business Driver of the Year Award (Anton Rademeyer, GM Town Lodge Sandton), the Tip-top Loving and Clean Award (City Lodge Hotel Sandton, Morningside), the People Caring for People Award (Lizelle Henze, GM Road Lodge Umhlanga) and the ERO Sustainable Energy Award (City Lodge Hotel GrandWest).

It is three years since the City Lodge Hotel Group opened a new hotel in SA, but we’re developing locally again with the first sods turned in early October for City Lodge Hotel Waterfall City, a 150-room hotel in one of the most important new development nodes in the country.

Scheduled to open towards the end of 2014, this new addition to the City Lodge Hotel Group family will be ideal for business and leisure travellers needing quality and convenient accommodation between Johannesburg and Pretoria.

Watch this space for further details about this exciting new hotel!

Halloween was celebrated in style at Courtyard Hotel Sandton on Thursday, October 31.

Travel industry stalwarts and City Lodge service providers, staff and guests enjoyed the weird but wonderful evening.

An artist’s impression of City Lodge Hotel Waterfall City

City Lodge Hotel Group Chairman Bulelani Ngcuka and Chief executive Clifford Ross turning the first sods

Morné receiving his award from Clifford Ross, the City Lodge Hotel Group’s chief executive.

Pete’s Greet

Peter

It’s almost the end of the year ……. Again! I’m convinced the years are getting shorter!

For us in the City Lodge Hotel group it has been another year of frenetic activity and great relationship building with you good folks in the travel industry and with our other service providers – and of course those extremely important people, our guests.

As the silly season hits us, it’s worth looking back on some highlights of the year, which for us include: the opening of Town Lodge Gaborone in Botswana, the start of City Lodge Hotel Waterfall City, our brand refreshment roll-out, the launch of a new TV advertising campaign, our great showing in the inaugural Lilizela Imvelo Responsible Tourism Awards, and being chosen as a finalist in the Eskom ETA (energy saving) awards.

To all of you in this fabulous, but sometimes crazy industry of ours, have a safe, relaxing and fun festive season. Take some time off to charge your batteries for what will hopefully be an awesome 2014.

First sods turned for City Lodge Hotel Waterfall City

Trick or treat?

Don’t these two (Danie le Roux, GM City Lodge Hotel Sandton, Katherine Street and Riette le Roux, from Cummings Engineering) look dressed to “kill”. As for the other two (far right), they are so camouflaged we’re not sure who they are or if they are even “real” people?

Bester wins best hotelier award

C o m P e T i T i o n How many rooms will the new City Lodge Hotel Waterfall City comprise?

Send your answers to: marketing@citylodge.co.za Entries close on 30 November 2013

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Helping our guests to giveCity Lodgers join representatives from the Cancer Association of South Africa, the Hospice Palliative Care Association (HOSPICE) and Food & Trees for Africa around the pool at City Lodge Hotel Fourways on November 12 – it was a special occasion as City Lodge dished out R241 000 to the three organisations from its Cuppa for CANSA campaign at Road Lodges and the two charity selection options for online bookers via the group’s website.

Morné Bester, GM of City Lodge Hotel Lynnwood, was the winner of this year’s City Lodge Hotel group Hotelier of the Year Award, which was presented at the group’s 25th Leadership Conference held at Mabula Lodge in September.

This year’s conference focused on “knowing yourself”. Other awards included the Business Driver of the Year Award (Anton Rademeyer, GM Town Lodge Sandton), the Tip-top Loving and Clean Award (City Lodge Hotel Sandton, Morningside), the People Caring for People Award (Lizelle Henze, GM Road Lodge Umhlanga) and the ERO Sustainable Energy Award (City Lodge Hotel GrandWest).

It is three years since the City Lodge Hotel Group opened a new hotel in SA, but we’re developing locally again with the first sods turned in early October for City Lodge Hotel Waterfall City, a 150-room hotel in one of the most important new development nodes in the country.

Scheduled to open towards the end of 2014, this new addition to the City Lodge Hotel Group family will be ideal for business and leisure travellers needing quality and convenient accommodation between Johannesburg and Pretoria.

Watch this space for further details about this exciting new hotel!

Halloween was celebrated in style at Courtyard Hotel Sandton on Thursday, October 31.

Travel industry stalwarts and City Lodge service providers, staff and guests enjoyed the weird but wonderful evening.

An artist’s impression of City Lodge Hotel Waterfall City

City Lodge Hotel Group Chairman Bulelani Ngcuka and Chief executive Clifford Ross turning the first sods

Morné receiving his award from Clifford Ross, the City Lodge Hotel Group’s chief executive.

Pete’s Greet

Peter

It’s almost the end of the year ……. Again! I’m convinced the years are getting shorter!

For us in the City Lodge Hotel group it has been another year of frenetic activity and great relationship building with you good folks in the travel industry and with our other service providers – and of course those extremely important people, our guests.

As the silly season hits us, it’s worth looking back on some highlights of the year, which for us include: the opening of Town Lodge Gaborone in Botswana, the start of City Lodge Hotel Waterfall City, our brand refreshment roll-out, the launch of a new TV advertising campaign, our great showing in the inaugural Lilizela Imvelo Responsible Tourism Awards, and being chosen as a finalist in the Eskom ETA (energy saving) awards.

To all of you in this fabulous, but sometimes crazy industry of ours, have a safe, relaxing and fun festive season. Take some time off to charge your batteries for what will hopefully be an awesome 2014.

First sods turned for City Lodge Hotel Waterfall City

Trick or treat?

Don’t these two (Danie le Roux, GM City Lodge Hotel Sandton, Katherine Street and Riette le Roux, from Cummings Engineering) look dressed to “kill”. As for the other two (far right), they are so camouflaged we’re not sure who they are or if they are even “real” people?

Bester wins best hotelier award

C o m P e T i T i o n How many rooms will the new City Lodge Hotel Waterfall City comprise?

10 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

StarSin travel

Making clients’ travel plans become a reality is often not just the responsibility of travel consultants but also the suppliers they work with. TNW asked agents to write to us and nominate their ‘star supplier’. Here are the top 20 (in no particular order)…

Charne Williams: Royal Orchid Holidays

Phindile Mthimunye: Airlink

Enid Sinequan: SAA

Felicity Ngoye: Singapore Airlines

Heather Raaths: The Holiday Factory

Kholofelo Mmola: Qantas

Merle Hagens: SWISS

“She is very patient with all questions and a pleasure to deal with as she is very quick with her response. She is always willing to offer advice on anything that can make a difference to my clients’ dream holiday!” – Charlane Campbell, Cape Gate Flight Centre « How long have you been in the industry?

Three years.« Why travel? I love travel and sales – this is the only job where I can do both and

I get to sit at the same desk and travel the world in a single day.« What is your secret to success? Be 100% honest at all times, whether it’s telling

an agent the downside of a resort or telling a client what commission you earn. People appreciate honesty.

“Phindile is cheerful and always willing to assist and go the extra mile.” – Bev Leherb, XL Sandown Travel« How long have you been in the industry?

Six years.« Why travel? The airline industry is exciting and

challenging. I thrive on the fact that I am in contact with people from all over the world, gaining knowledge about their countries.

« What is your secret to success? Always give my best in any situation.

“I had a drama one Saturday and Enid answered my call while watching her son play rugby. She has even answered her phone after 6pm on a Friday

evening – what sales rep does that?” – Janet van Tubbergh, Sure Giltedge Travel« How long have you been in the industry? 21 years.« Why travel? I love travelling and enjoy interacting with people. Needs and personalities vary from agent to agent.« What is your secret to success? Treat everyone the way

you would like to be treated, don’t take things personally, be honest, and give feedback. Also, having the best sales co-coordinator, CTO office staff and colleagues as back-up.

“I made a booking in November 2012 with SQ and my client requested a stopover. The booking kept being cancelled in the GDS and this was one very difficult client who had me in tears each time he came to my office. I phoned SQ and spoke to Felicity who calmed me down. She took the details of the stopover, booked it on her side, confirmed it and emailed me the confirmation. For me this is not only a contact but a friendship that established over the phone.” – Charmaine Lombard, XL Travel Today« How long have you been in the industry? 10 years.« Why travel? I have a passion for travel and a commitment to helping

my clients. « What is your secret to success? The will to always assist effectively

and efficiently.

“There are so many fabulous things I can say about Heather. From her bubbly, friendly personality on the phone to her ability to give me the best options available for my clients, even my most difficult ones. I have not been disappointed once with her service. We need more Heather Raaths in this industry!” – Kirsty de Caires, FNB eBucks« How long have you been in the industry? Two years.« Why travel? I love to travel and experience different cultures and adventures.

I thrive on the opportunity to be able to turn people’s dreams into a reality.« What is your secret to success? Be determined, focused, driven and positive.

Believe in yourself and your company.

“Kholofelo is always on top form. She replies within 10 minutes of your request and always gives you exactly what you have asked for so there is no back and forth regarding clarification.” – Diane Acton, XL Absolut Travel« How long have you been in the industry?

Eight years« Why travel? It’s challenging. I get a sense

of excitement and satisfaction when I have assisted someone and they are happy with my service. Also, getting recognition for a job well done is always appreciated.

« What is your secret to success? You must have passion! Always work well with others and continuously keep up to date on the product that you are selling.

“Apart from being extremely efficient, Merle is always pleasant to deal with. I can hear her compassion and willingness to be of assistance. Sometimes I just feel like phoning her to be cheered up and to be reassured that there are still suppliers who care and who will come up with suggestions, recommendations and reassurances.” – Bev Knott, Travel Connections« How long have you been in the industry? 42 years.« Why travel? I absolutely love helping first-time travellers

with their overseas plans. I get excited thinking about how much they will enjoy their trip and wish I could go along to experience it with them!

« What is your secret to success? I always try to place myself in the other person’s shoes and give them the assistance that I would like to get.

Yolanda Williams: Delta“I nominate Yolanda for her excellent customer care and speedy reply to any issues.” – Heather Jensen, XL Sandown Travel« How long have you been in the industry? 22 years.« Why travel? I wanted a career I would enjoy, that

would keep me interested and give me lasting memories, which travel has.

« What is your secret to success? Never say never and always try to make a plan.

QUICK READ FOR bUSIESt pEOplE Wednesday November 27 2013 n 11

Juan-Nielle van Niekerk: Thompsons Holidays

Tamzin McInnes: The Holiday Factory

Tshepo Skhosana: Airlink

Shelley Brinkman: The Holiday Factory

Nadia Gokul: The Holiday Factory

“Juan has been a star in organising travel for me. He has gone out of his way to assist with my very demanding VIP clients. Thanks to him my reputation is up there with the best.” – Nicky Rademeyer, HRG Rennies Travel Sandton SDC« How long have you been in the industry?

20 months.« Why travel? To know you make it possible

for clients to have a super fantastic breakaway you can’t help but smile, and that makes me love what I do even more!

« What is your secret to success? You need to be patient and always have a positive attitude. Smile and take on every day as if it is a new day!

“I requested a quote from Tamzin for clients going to Mauritius, which she sent promptly and with all sorts of tips for my clients. A few days later she came through to me, advising that there were other properties in Mauritius that were offering specials at better rates than her previous quote and immediately sent them to me.” – Lynn Morris, Club Corporate Travel« How long have you been in the industry? One and a half years. « Why travel? I love travelling and seeing the world so I love being able to

help others turn their dream holiday into reality. « What is your secret to success? Good organisation, going the extra mile for

agents and giving them the best service I possibly can.

“Tshepo is an absolute pleasure to deal with. He is helpful, patient, courteous – a true gentleman always. We should all aspire to be like him!” – Jenny Voigt, The Travel Chain« How long have you been in the industry? 13 years.

« Why travel? I enjoy new challenges and finding a winning solution for them!

« What is your secret to success? Discipline and willingness – where there is a will there is a way.

“Shelley always does her best to make my job easy to convince clients to book a holiday. I would rather phone and hold to speak to her than get immediate assistance from someone else.” – Jacqui Nortier, Amazing Holidays« How long have you been in the industry? Five and a half years. « Why travel? I have always been interested in other countries

and their cultures so thought the best way to learn more and hopefully see more would be in the travel industry.

« What is your secret to success? Being positive, confident and enjoying the products that we offer.

“Nadia is the main reason I use The Holiday Factory. The smallest request is of utmost importance to her. She helped me with a demanding client’s honeymoon. The client has now come back for more!” – Suzan Wilson, Travel Latitude« How long have you been in the industry?

Eight years.« Why travel? It was my dream to travel around the world and meet and learn

about people from different cultures and backgrounds.« What is your secret to success? To keep my eye on the goal no matter what

is happening around me.

Pixie Lévesque: TIC“What I love about Pixie is her hands-on approach at all levels. I feel safe with her as her advice is not flippant but always comprehensive and well researched. This kind of service is a dying art, sadly, as it is so badly needed.” – Sue Le Marquand, Travelwise.« How long have you been in the industry?

15 years. « Why travel? It’s satisfying to help consultants

and teach them about the importance of travel insurance.

« What is your secret to success? I am passionate about the importance of travel insurance. I have seen the assistance in action. You cannot travel without it.

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Tracy Mentzel: SAA“No matter how big or small the problem, Tracy goes out of her way to assist you and find a solution. She is not even our dedicated representative in our region. She is based in the Eastern Cape and looks after agents based in Johannesburg.” – Helga Wenning, Rickshaw Fulela Travel Services « How long have you been in the industry? 32 years.« Why travel? I started in travel because it sounded

so glamorous. I waitressed with some consultants while at school, constantly in awe. Listening to their stories, I just knew I had to join the industry.

« What is your secret to success? If you understand the problem, the solution isn’t tough. Don’t take it personally. Understand that you, as a supplier, are only as good as your last favour. The customer is not always right but he is always the customer.

12 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

Michelle van Wyk: Qantas

Willie Van Eeden: SAA

Sheila Ramjee: Travel Vision

“Michelle will even help on weekends. She offered to keep her phone on for me on a Sunday in case passengers had a problem at the airport.” – Janet van Tubbergh, Sure Giltedge Travel« How long have you been in the

industry? 21 years.« Why travel? My father was in the

aviation industry and I used to do work for him during the holidays, so when I had to enter the job market, it made sense to start off in the industry where I had some experience while looking for the ‘perfect marketing job’.

« What is your secret to success? Know your product and always at least try to help!

“Willie is one of the few ‘airline peeps’ who is able to get things moving along and done. It is really comforting to know that there is still someone out there who we can trust to help out as best they can.” – Jessica Kantola, Pentravel« How long have you been in the industry? 38 years.« Why travel? I always wanted to be a pilot and fly but with

my eyesight this wasn’t an option so I chose to work for the airline and be associated with flying and travel. There is never a dull moment in my day.

« What is your secret to success? Deliver what you promise and never promise what you can’t give. Be available, empathetic and understanding.

“Sheila is quick to respond, make suggestions and tailor-make quotes. She goes out of her way to offer alternatives and excellent service.” – Charlene Ballard, Inspirations Travel & Tours« How long have you been in the industry?

Too long!« Why travel? Both my sisters were employed in

the travel industry and it seemed an interesting career to follow. When I went for my first interview I got the job, so I guess it was meant to be.

« What is your secret to success? It is imperative to be 100% accurate and it is essential to re-check details constantly. n

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StarSin travel

Janique Barbosa: Thompsons Holidays“She is always willing to go the extra mile for anyone. ‘No’ is not part of her vocabulary.” – Terry Annandale, Thompsons Travel« How long have you been in the industry? 10 years.« Why travel? You may not get a high salary but

the perks of the job are great. I have seen places that the ordinary person would not have seen and experienced.

« What is your secret to success? I always strive to do my best and respect the people who phone us to book holidays for their clients.

Ravi-Lee Triegaardt: Thompsons Holidays“Ravi is absolutely passionate about what she does. She gives me complex itineraries with great attention to detail and always seems to know just what I want, all done in a short turnaround time.” – Vanessa Frankal, Vtravel« How long have you been in the industry? 10 years. « Why travel? With my favourite subject at school

being geography and my father owning a touring company, I believe it was probably meant to be that I joined travel.

« What is your secret to success? I try and see things from the client’s point of view and think out of the box as much as possible.

QUICK READ FOR bUSIESt pEOplE Wednesday November 27 2013 n 13

NEWS

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Cresta set to grow SADC portfolioTammy SuThernS

CRESTA Hotels plans to grow its presence in SADC countries and will

be looking for opportunities in Zambia, Mozambique and Tanzania.

“Our plan is to roll out across the SADC, specialising in what we do, which is the three-star, mid-level business hotel,” says Glenn Stuchbury, Cresta Hotels ceo.

The group currently operates hotels in Botswana, Zambia and Zimbabwe, with the opening of the Cresta Sprayview in Victoria Falls in August timed to coincide with the 20th general assembly of the UNWTO.

“One doesn’t need a reason to invest in Victoria Falls because it’s one of Africa’s most iconic destinations,” Glenn says.

“For a group of hotels that is serious about being in Africa, particularly southern Africa,

Vic Falls is a must.”Glenn says there was a gap

in the market for a mid-market hotel in Victoria Falls and, with the government incentives for hotels during UNWTO, it was the perfect time to move into the area.

Cresta Hotels took up a lease agreement from Sprayview Hotel’s long-time owners and the hotel underwent a US$1,5m (R15,2m) refurbishment. It now features a conference venue for 80 guests, a smaller boardroom for 12 guests as well 65 bedrooms, a restaurant, two bars, a swimming pool and a garden site. The hotel is 1,4km from the Falls. Its target market is a combination of leisure and conference visitors from Zimbabwe, the SADC region and abroad.

“We now have one of the better products in the area at an extremely competitive price,” Glenn says. n

Travel Vision has introduced Alaska training workshops for the first time in South Africa. They were held in in Johannesburg, Pretoria, East London, Port Elizabeth, Durban and Cape Town. Sarah Whiteside, Travel Vision’s sales and marketing manager, said the operator had noticed a growing demand for the destination in the last 18 months. Pictured here, at the Johannesburg function, are (from left): Dalene Nel (Delta Air Lines), Refiloe Makhetha (Travel Vision), Tracey Krog (Cruises International), Liz Powrie, Sure Penzance Travel and Lydia Norval (SATC Reynolds Travel). Photo: Shannon Van Zyl

Save the date: Travel Counsellors 2014TRAVEL Counsellors’ South African National Conference will take place from May 30 to June 1.

The location is being kept under wraps and will be revealed through a series of ‘teaser puzzle’ mailers.

Travel Counsellors director,

Mladen Lukic, says: “We are looking forward to our next year’s conference. It is always the highlight of the Travel Counsellors’ calendar and we are excited to have our TC partners or spouses join.”

The conference programme includes a supplier pow-wow,

a line-up of keynote speakers and a Gala Awards Dinner where top Travel Counsellors will be recognised in various categories, as well as individual Travel Counsellors for their single biggest achievement during the year. n

Hello Alaska!

14 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

COMMUNITYNEWSBirths, deaths, marriages, promotions – we want to know! Please fax or e-mail TNW’s Tammy Sutherns, at tammys@nowmedia.co.za or (011) 327 4094.

To advertise on this page email courtneyc@nowmedia.co.za

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Beachcomber Tours recently celebrated its top consultants at an awards ceremony held at the Munro Boutique Hotel in Johannesburg. Pictured here is Marion Schoeman of XL Embassy (middle), who accepted the Prestigious Top Groups Award for 2013. Celebrating with Marion are Enid Maullin and Terry Munro of Beachcomber.

Beachcomber’s been busy…

Ten agents recently enjoyed an educational at Beachcomber’s Sainte Anne Resort & Spa in the Seychelles. They enjoyed four days of sun, cocktails and snorkelling with a bit of trekking and yoga in between. Seen here soaking up the rays are (from left): Allison MacNaughton (Pentravel East Gate), Nadine van Zyl (Pentravel Centurion), Kirsty Fourie (Travel Connections) and Lindsay Roberts (Air Seychelles).

The brand-new 2014 Beachcomber calendars were delivered with Christmas cheer to Flight Centre Menlyn Park 2. Pictured here, from left, are: Peter Nazar and Tanya Viljoen of Beachcomber with Candice Moir and Esmari Buys of Flight Centre.

Club Travel voted Africa’s leading travel agencyCLUB Travel South Africa was named Africa’s Leading Travel Agency for a seventh year at the 20th annual World Travel Awards Africa Gala Ceremony, held at the Safari Park Hotel & Casino in Nairobi on October 16.

The awards are determined by votes received from travel and tourism professionals worldwide.

Club Travel was also nominated in the ‘World’s Leading Travel Agency’ category.

Fellow nominees in Africa’s Leading Travel Agency category included Flight Centre South Africa, FlightSite South Africa, Kuoni Travel South Africa, Sure Giltedge Corporate Travel South Africa, Sure Travel South Africa, Thomas Cook Egypt and Travel Counsellors South Africa.

Industry digs deep for charityTHE Cape travel industry dug deep for good causes during the 9th annual Travel Industry Charity Event (TICE), held amidst a carnival atmosphere at Ratanga Junction.

Money was raised from auctioning local and overseas holidays and the sale of raffle tickets. The beneficiaries are the Chipembere Rhino Foundation, which helps in the fight agains poaching; and Rock Girl, a Cape Town charity providing safe places for women and children from disadvantaged backgrounds.

Feather boas, masks, drums and traditional dancers marked the event. Offering their support are Sandy Pretorius (left) and Leigh Kotze, both from HWT Steenberg. Photo: Hilka Birns

Graham Cooke (left), president and founder of World Travel Awards, presents the award for Africa’s Leading Travel Agency to Jeremy Heathcote, national business development manager, Club Travel.

QUICK READ FOR bUSIESt pEOplE Wednesday November 27 2013 n 15

JOBSCOMMUNITYNEWSBirths, deaths, marriages, promotions – we want to know! Please fax or e-mail TNW’s Tammy Sutherns, at tammys@nowmedia.co.za or (011) 327 4094.

Appointments Death

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FIT/GROUPS CONSULTANT INBOUND - JHB NorthFrench or Italian (Read, speak, write)SA Citizen/Perm ResidentSalary: R15 000 - R18 000 ctc. Jean

BEE TEAM LEADER - JHB NorthCorporate TravelGalileo/AmadeusSalary: R18 000 - R25 000 ctc. Jean SENIOR CONSULTANT - Craighall Park7+ yrs exp. in retail Travel handling corporate travel. Stable track record. Amadeus, Galileo. Salary: R20 000 CTC. Nono

SENIOR CORPORATE CONSULTANT - PTA/Sandton/PMB7+ yrs exp. handling corporate/government Travel. Galileo.  AA candidates. Salary: R15 000 - R18 000 CTC. Nono FIT TOUR CONSULTANT - CPT CBD Inbound Tour Operator4+ yrs exp. Salary: R 10 000 neg. Candice  SENIOR CONFERENCE/EVENTS  CO-ORDINATOR - CPT North Corporate & Government4+ yrs exp. Galileo & QuicktravSalary: R 11 000 neg. Candice

E mail: jeancv@pcs-sa.co.za | nonocv@pcs-sa.co.za | candicecv@pcs-sa.co.za Web: www.pcs-sa.co.za

Did you know The Table Bay Hotel

was opened in May 1997 by none other than

iconic former South African president, Nelson Mandela?

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Top jobs in Gauteng this week:Sales Exec Enjoy combination of new business & servicing of existing corporates. Professional, well-est TMC will reward your track record. Dynamic team! Competitive offer.

East Africa Specialist Flaunt your top product knowledge & join this progressive, close knit team. Thrive on designing tailormade FIT’s? This is the job you’ve been waiting for! Highly neg offer.

Top Interm/Senior Cons West Rand. Deal with corp & leisure travel arrangements for well-est agent. Lovely working environ & personalised team. Strong Galileo & Quicktrav skills req. To R16 000 + incentives.

Rates Administrator Opp to join leading inbound operator! Boast your 3 yrs rates exp & strong Tourplan skills to join this high flying team! To R10 000 ctc

Tel Tracey: 011 452-0204 / 076 993 7945traceyc@nowjobs.co.za

Pick of the week

These adverts were selected from the vacancy section of www.travelinfo.co.za for more details contact jobs@travelinfo.co.za

brought to you by

TNW

6950

Senior Sales Executive – SandtonTravel Connections Key Account Management/New Business Development, travel qualification & minimum 3 years’experience. IT & Excel literate and assist with contract negotiations. Sales experience beneficial. Salary negotiable on experience.Contact: jk@travelconnections.co.za

PA, Admin Assistant & Client Liaison – CPTCruise OptionsCruise specialist in CPT requires, well organised, self-motivated, solutions driven, reliable person with initiative & excellent attention to detail.Contact: jann@cruiseoptions.co.za

Debtors Clerk – Cape Town CBDClub TravelPayment of accounts, maintain a cash flow whilst exceeding client’s expectations. Knowledge of invoicing, running daily reports and journals. Promote company brand.Contact: careers@clubtravel.co.za

Credit Card Controller – CPT CBDClub TravelIdeal for college leavers! Assist ticketing office with credit card authorisations, must be accurate, able to work under pressure & certified in one GDS.Contact: careers@clubtravel.co.za

Top senior consultant – Illovo, Sandton.Rennies TravelExtensive knowledge on international travel is required. Excellent customer skills required. Start date 1 January 2014.Contact: careers@renniestravel.com

Senior Project Manager – CPTQuantex Recruitment GroupDynamic, pro-active individual required to join team of MICE consultants. Candidate has knowledge of MICE industry, adaptable, well presented and confident. Contact: bridget@quantex.co.za

Inbound Groups Fundi – CPTQuantex Recruitment GroupLove groups consulting? Able to drive & direct a small team? Prefer the high end market? Southern Africa & luxury group knowledge & experience essential.Contact: bridget@quantex.co.za

Senior Italian Tour Consultant – Johannesburg NorthProfessional Career Services4-5 years’ experience in the travel & tourism industry at a senior level. Tour plan knowledge.R15000-R20000 ctc.Contact: nonocv@pcs-sa.co.za

Trainer (Travel Industry) – Cape TownProfessional Career ServicesTravel industry and knowledge experience essential. Qualified Assessor & moderator. Inductions, systems, mentorship, soft skills etc. Tour operator.Contact: jeancv@pcs-sa.co.za

Travel Advisor – Gauteng/Cape/KZNPentravelWrite your own salary cheque and develop an exciting, and rewarding career, working for Pentravel.Package includes incentives, ed allowances, medical aid and more.Contact: sally.roberts@pentravel.co.za

Product / Marketing Coordinator – RandburgEVRST Business SolutionsMarketing diploma. Marketing experience within the Travel Industry. Manage advertising, budgets and reports. Salary: R25 000+.Contact: leigh@evrst.com

Team Leader – Johannesburg Infusion ConsultingTeam Leader – full function Corporate Travel Consulting and People Management – good knowledge of Amadeus R highly neg / Avail: ASAP Contact: belinda@infusion.co.za

Senior Corporate Consultants – JNB, DUR, CPT, PTA Infusion ConsultingTop Seniors (6+ years) – Corporate Travel Consulting. Galileo/Amadeus: R 18-24KPM CTC neg. depending on experience. Avail ASAP Contact: belinda@infusion.co.za

Senior Corporate Consultant – JohannesburgCorporate Traveller2/3 Years senior consulting experience, matric or relevant degree/diploma, international travel experience. Basic, commission, medical & provident. Galileo experience essential.Contact: megan.vorster@flightcentre.co.za

Travel Expert – JohannesburgFlight Centre 2 Years Sales/Customer service. Matric or relevant degree/diploma, international travel experience. Basic, commission, medical aid and provident fund.Contact: megan.vorster@flightcentre.co.za

Senior Account Manager – Cape Town Lee Botti & AssociatesSouth. Creative guru required to cater to international corporate clientele. Amadeus. Salary R25 000.Contact: malika@nowjobs.co.za

Senior Consultant – PietermartizburgLee Botti & AssociatesLeading corporate retail agency seeks senior to liaise with busy government accounts. Galileo essential.Contact: jillm@nowjobs.co.za

Res Consultant – Rosebank, JohannesburgJA Travel PersonnelR 10K + Comm. Contact: adolphe@netactive.co.za

Res Consultant – Chiappini Square, Cape TownJA Travel PersonnelR 10K + Comm.Contact: adolphe@netactive.co.za

Rates Administrator – SandtonEquity ConnectionsLoad rates, company terms and conditions and update all property and product information. Assist teams with rate-related queries. Must be a numbers expert.Contact: equitycon@mweb.co.za

Sales Executive – Gauteng, NorthEquity ConnectionsLook after clients and source, identify and call on prospect New Business. Be able to handle presentations and have sound retail travel knowledge.Contact: equitycon@mweb.co.za

n Stacey Marks has been appointed product development manager for Africa Stay.

n Valter Manhiça has been appointed the new area manager in South Africa for LAM Mozambique Airlines. Valter has worked for the company as a manager in various departments including customer care, marketing and the frequent flyer programme. In his new role, he will be growing brand awareness in South Africa and working closely with the trade.

n Pentravel has appointed new land product manager, Vicky Steinhardt. Vicky has worked both in a sales environment and within the marketing and land product departments at Pentravel for over seven years. Natalia Rosa, previously marketing and land product manager, will now focus on marketing.

n Tom Bouwer has been appointed cfo of South African Tourism. After 38 years’ experience in public financial management in a number of national government departments, Tom joins South African Tourism from the South African National Biodiversity Institute where he was the cfo. In his role as South African Tourism’s cfo, his key focus includes delivering effective and efficient financial management in SA Tourism’s key markets.

n Michelle Bingham has been appointed sales manager for corporate at the Sandton Convention Centre. Michelle has extensive knowledge and experience in the hospitality industry covering the majority of hospitality disciplines.

Brian Davidson, group sales and marketing director of Legacy Hotels and Resorts, died on November 19 after a long illness. He was 57 and leaves his wife Brenda and his children, Ross and Ailsa. Brian was the face of Legacy Hotels and Resorts sales and marketing division for many

years. He developed his career at some of South Africa’s leading hotel establishments including the Sun City Entertainment Centre, the Elangeni Hotel, the Drakensberg Sun, the Centurion Lake Hotel and most recently at Legacy Hotels & Resorts head office in Rivonia.

16 n Wednesday November 27 2013 QUICK READ FOR DECISION-MAKERS

TNW NEWS

eTNW and TRAVELINFO

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To sponsor this poll contact Kate on 011 214 7334

or e-mail katen@nowmedia.co.za

For the record

What’s the deal with Avios?Rachael Penaluna

AVIOS is a nightmare. Hardly any availability, no possibility to waitlist, no

service on the weekends or at the airport…”

These are just some of the gripes from Debbie Venter, senior travel specialist at SATC Travel Dimensions, and she’s not alone.

TNW asked agents what frustrations they were experiencing with the loyalty programme, and we were inundated with emails complaining about lack of availability, high taxes on tickets, complicated processes and other issues.

One consultant, who would prefer to remain anonymous, says it is almost impossible to use Avios rewards for clients. She says seats are scarcely available and, if you can get one, you’re unable to book or hold it. “By the time the client has confirmed they’re happy

with the booking, you’ve lost what you were offered.”

Paola Kaltenbrun of SA Kaltravel Travel Centre, says there is no option to waitlist either. “This means the agent must phone Avios constantly to check availability.”

Avios head of marketing for South Africa, Rahul Patel, acknowledges this: “Available seats need to be booked then and there.” He adds that availability can be checked on the Avios website. “There is a ‘flight search tool’. As soon as seats become available they show up in the system. Agents are welcome to call our agents but they can also keep checking for seats on the website and avoid being on the phone constantly.”

Offering an explanation on the lack of availability of seats, Rahul says the programme runs on load factors. “The airline does not allocate a specific number of seats per flight. If the flight is full there

“

EY launches European regional brandnatasha tiPPel

ETIHAD Airways has announced the launch of its first branded regional airline operation – Etihad Regional – that will open up travel to secondary European markets using Etihad’s existing network.

The airline recently acquired a 33,3% stake in Swiss-based Darwin Airline (OD). Following completion of the investment, OD will rebrand its operations as Etihad Regional and align its network to connect passengers to and from secondary European markets on to the main networks of Etihad Airways and its equity alliance partners.

Etihad will also launch daily services on June 1 from Abu Dhabi to Zurich, which will

become one of Darwin Airline’s main operating hubs. The Abu Dhabi-Zurich route will play a key role in allowing more travellers access to major regional centres in Europe.

James Hogan, Etihad Airways’ president and ceo, said: “This is a step-change for Etihad Airways. With our new partner Darwin Airline, we are creating a unique approach to network development for global airlines.

“Travellers will now be able to connect from a far, far wider range of European towns and cities on Etihad-branded aircraft, through Abu Dhabi to our destinations worldwide.”

James said the new approach could be extended to other markets over time.

In April, OD will launch nine new routes including:

Dusseldorf to Berlin, Cambridge and London City

Berlin to Poznan and Wroclaw

Geneva to Toulouse Zurich to Leipzig Rome to Tirana and Zagreb.In May, it will start flights from: Zurich to Geneva, Florence

and Turin Geneva to Belgrade.And in June it will launch

flights from: Zurich to Linz, Graz, Verona

and Lyon Geneva to Bordeaux,

Marseille, Nantes and Verona.In addition, guests continuing

the journey on OD also have the option of using airberlin and Air Serbia to certain destinations. OD will also adopt the Etihad Guest loyalty programme. n

will be fewer Avios seats available. If it is not full, more Avios seats will be available. Seat availability figures fluctuate based on commercial demand. The number of redemption seats available can change over a 12-month period. There are millions of redemption seats available across the British Airways network worldwide,” he says.

“Globally there are over 5,9 million members actively collecting Avios. As with all FFPs, members should book redemption flights as far in advance as possible, keep checking for availability and, if

possible, be flexible on dates of travel.”

Agents have also complained that taxes are exorbitantly high so it is often cheaper just to pay for the whole ticket by using another carrier.

On international flights, normal taxes apply, says Rahul. “There are no additional taxes on an Avios ticket compared with a regular ticket paid with cash or credit card,” he says.

On SA domestic and regional flights, Comair passengers can take advantage of BA’s Reward Flight Saver programme, which allows passengers to pay for their flights with Avios points plus a flat fee of R700. This includes taxes, fees and carrier charges.

Another complaint is that British Airways does not accept third-party credit cards. When booking Avios tickets, travel agents have to be nominated or signed in as the client. Therefore, they will need the client’s permission to access the account. Third-party credit cards can be used when calling the Avios call centre but not for an online booking.

Rahul says the British Airways’ Executive Club policy for the use of third-party credit cards at contact centres is being reviewed. “The current

situation is that Bronze, Silver and Gold Executive Club members can use third-party credit cards. We hope to announce soon that we’ll be able to extend this facility to Blue members.”

Other travel agents have complained that there is no after-hours service with the Avios Travel Rewards Programme. Rahul confirms that there is a customer call centre, which is available seven days a week and during public holidays but it is not 24/7. The SA customer call centre number is 0860 0 28467. Should someone call outside the core business hours (Monday-Friday: 08h00-18h30. Saturday, Sunday and public holidays: 09h00-13h00), they will be given another number to dial to put them through to the emergency travel team based in the UK, who can assist, he says.

Where can you collect Avios?BA and Iberia flights on all routesAvis Car rentalPick n PayBP fuelAvios Credit CardLew Geffen Real Estate salesProtea Hotels & African Pride Hotels n

In the article ‘No quick turnaround for SAA’ (TNW, Nov 20), Martin Wiest, ceo of Tourvest Destination Management, was misquoted as saying that “if SAA was losing money on its Brazil route it was through incompetence”. Martin’s exact comment to TNW was. “I travel to Brazil every month and I have yet to get on a flight that is not full to the last seat, so if they are losing money on that route, then it’s through sheer incapacity.” TNW apologises for the error.

Rahul Patel, Avios

Mmm… Mauritius!What are the best holiday sellers this Christmas?

Mauritius 44% Thailand 17% Domestic 12% Europe 8% Zanzibar 5% Australia 5% Mozambique 4% US 4% Other SADC countries 1% UK 1%