Eliana Willis

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    EFFICIENT MANAGEMENT OF RESERVATIONS AND PAYMENT

    Good news for tour operators and booking platforms: dealing with different currencies and cross-border payments has now become much easier thanks to digitalisation.
    Speaking at ITB Berlin, Ted Clements, CEO of WeTravel, offered some ideas to small and medium-sized travel businesses and showed how everyday operations can be managed more efficiently. Reservations and payments in particular can be made easier with tools such as WeTravel.
    The best ideas come from the practical sphere: one of the founders of WeTravel was looking for ways to organise travel bookings and payments more efficiently. He set his company up in 2016 as a bookings and payment platform, which is continually expanding its services for the tourism industry. Ted Clements, CEO von WeTravel, shared some insights from his company‘s “Annual Travel Trend Report” about post-pandemic travel behaviour and the accompanying challenges facing small and medium-sized providers.
    The survey reveals that 70 to 80 per cent of bookings are made by women. It is therefore important to address them in campaigns. Furthermore payment in instalments is becoming increasingly popular. 80 of those questioned make a down payment before the remainder is due. Another piece of advice is that the payment methods should be reconciled on one’s own market. Every country has its own special features, such as the iDeal which is widely used in the Netherlands, or the provider PayPal which is popular in Germany. If an online reservation is interrupted it is worth subsequently enquiring digitally with the client in order to draw conclusions for one’s own business model.
    The pandemic caused many travel companies to reduce staff numbers, which imposes a greater workload on those remaining, Ted Clements observed. This makes it advisable to automate operative tasks and make them more efficient. WeTravel, for example, offers clearly arranged dashboards, providing an overview of reservations and finances at one location. This gives users a reliable picture of money coming in and going out. Individual service providers can also be provided with credit cards for specific uses, such as refuelling vehicles.ADVERTISEMENTTed Clements recommends that small companies that are doubtful about the new technologies now coming onto the market should implement improvements to booking processes in a number of stages. The fragmented nature of tourism processes can make their digitalisation particularly challenging. However, support can be found through an exchange of views with businesses of a similar size and with similar requirements.

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    FROM THE NORTH CAPE TO PORTUGAL BY PEDAL POWER

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    FROM THE NORTH CAPE TO PORTUGAL BY PEDAL POWER

    How about an 11,500 km long bicycle tour along Europe’s Atlantic coast. The route from the North Cape to Portugal is part of the EuroVelo cycling route network which, driven by European institutions, has been in the making for over 20 years.64 per cent of the more than 90,000 kilometre long network is ready for use, said Agathe Daudibon of the ECF EuroVelo management team on Wednesday at ITB Berlin 2023. She encouraged tour operators to promote it more and develop corresponding products.
    The project covering 17 routes across 38 countries aims to not only make Europe grow closer together. Cycling, whether daily or on holiday, is said to be beneficial in almost every respect. In addition to the well-known effects on one’s health and the environment, a 2018 survey found that cycle tours could potentially generate 44 billion euros in turnover Europe-wide. In 2021, bicycle manufacturing and sales alone totalled 23 billion euros.
    The European Cyclists’ Federation (ECF), a transnational umbrella organisation, was established in 1983. It combines 60 NGOs from more than 40 countries. Among other things it examines and discusses how new developments impact implementation of the cycling route strategy – through the rise in e-bikes for instance. On a positive note, Daudibon noted that e-bikes potentially increased the chances of getting nearly everyone on a bike. This could bring the abilities of tour group members to practically the same level and make their experience together more pleasant. On the other hand the additional weight and dependence on charging points created new challenges.
    Switching transport modes remained a problem for cycle tourists, if for example they wanted to travel across mountains or cities by train. Taking bicycles on a train was not necessarily easy. Daudibon praised Switzerland for its exemplary services. And although the network had been set up in 1997 it was nowhere near completion, in fact it had not even been signposted everywhere. In order to make a start she suggested Route 19 along the river Meuse, which was not as challenging as Route 1 on the Atlantic. It runs for over 1,000 kilometres across eastern France, through Belgium and the Netherlands from Langres to Rotterdam and is signposted throughout.

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    WHEELCHAIR TREKKING IN PATAGONIA AND EDUCATIONAL STAYS IN AN INCA VILLAGE

    On Wednesday at ITB Berlin two social enterprises represented by women, and the ideas behind their establishment, were presented by Rika Jean-Francois, CSR representative of ITB Berlin, and Prof. Dr. Claudia Brözel from the College for Sustainable Development, Eberswalde.The latter is the founder of the “Social Entrepreneurship Competition in Tourism”, which was launched in 2019. Ancestral Teacher, established by the Peruvian Paola Sota, seeks to enable travellers to acquaint themselves with ancient artisanal skills and wisdom from local people in the areas they are visiting. These activities are always incorporated in sustainable, community-based tourism projects. Joanna Gruau, whose project “Wheel the World” was the winner of the Growth Track competition last year, presented a booking platform for disabled travellers, which also seeks to support destinations in their efforts to develop travel offers for disabled people.
    Paola Sota described how she grew up in Cusco in a family that had always been active in tourism. When she was visiting the Sacred Valley of the Inca with her father and a travel group she became aware of the ´difficulties of arranging more in-depth encounters with the indigenous people. “The few families that made themselves available complained about two problems: limited demand and very short stays”, Sota reported. With her newly established online platform Ancestral Teacher in 2022 she was awarded first place in the competition’s Launch Track.
    Her long term aim is to grant access to high quality, socially responsible projects from all over the world, offering the three categories of Travel, Experiences and Stays. The travellers gain authentic experiences and meet face-to-face with local people – and the “Ancestral Teachers” can preserve and pass on their skills and values. “We can learn a lot from them, not only from their artisanal skills but also from their overall way of life“, Sota explained.
    While this project is still in its early stages, Wheel the World was launched in 2018 and has been expanding ever since. This business idea was developed by two Chileans who were planning a trip through Patagonia in wheelchairs and discovered that it was extremely difficult to find the information they needed for their preparations. Wheel the World now operates an online booking platform for people with or without disabilities. This offers a choice of overnight accommodation, activities and entire round trips, providing specific details about all these offers and guaranteeing complete accessibility.
    “Up until now over 2,500 people have booked with us, 40 per cent with and 60 per cent without disabilities”, explained Joanna Gruau, emphasising that Wheel the World is more like a community than a ”normal“ company. One important area of work for this start-up has become the scrutinising of offers and on-site staff training. It has developed its own app to register whether offers are truly barrier-free.ADVERTISEMENTWithin the scope of the “Social Entrepreneurship Competition in Tourism” its initiators have made contact with some 600 social enterprises since 2019, Prof. Dr. Claudia Brözel reported. In 2023 the initiators of the competition, for which information is available at www.socialtourismcompetition.com, intend to concentrate on the subjects of research and exchanges, and for this reason no prize is being awarded this year.

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    TRAVELLING FOR HEALTH REASONS

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    TRAVELLING FOR HEALTH REASONS

    Among younger travellers too the pandemic has created a new awareness of health offers. During discussions at ITB Berlin, examples from Romania, India and Croatia show how new target groups can be attracted and even mud baths can be promoted as sexy.
    Since the coronavirus pandemic the subject of health has been high on the list of priorities for many travellers. The demand is not only confined to the treatment of respiratory and cardiovascular diseases. Ideally, with timely preventive measure, such illnesses do not occur at all, it was pointed out by Dr. Shubada Thorat, director of Fazlani Natures Nest, during the ITB Berlin Convention on the Medical & Health Tourism Pavilion Stage. Based to the southeast of Mumbai, this doctor uses equine therapy, ayurvedic oils and herbs to treat visitors from all over the world. She stimulates a greater awareness of the need to eat healthily, using cookery workshops, at which the participants use fruit and vegetables that they have harvested themselves to prepare nutritious meals.
    On the Romanian Black Sea coast travellers can indulge themselves at establishments operated by the ANA HOTELS group. Whereas previously it older people tended to use these facilities, the clientele has become much younger in recent years, according to the director, Iuliana Tasie. They make use of the hotels for shorter stays to compensate for a stressful everyday life. In addition to the healthy climate there is particular interest in spa gas therapies, for example in Covasna. The gases are volcanic in origin and are reputed to have a number of positive effects including for cardiovascular diseases and diabetes.
    Health tourism will be assigned greater importance in the Croatian tourism strategy, explained Ivana Kolar, CEO at Julius Rose – Tourism 365. Her efforts to reach out to younger people include successful Instagram campaigns for mud saunas. Younger women will also be convinced by the positive effects on the skin. Glamping sites with wellness applications also provide a low-threshold access to a health-based form of travel. The speakers agreed that there should be state aid for health tourism, for example in the form of more favourable tax rates or voucher systems. In this way governments could play an active part in helping the population to stay healthy.

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    GEORGIA – FULL OF ADVENTURE

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    GEORGIA – FULL OF ADVENTURE

    For fans of adventure tours and mountains Georgia is the place to be. A modern infrastructure to international standards meets a spectacular natural environment: high snow-covered mountains, ravines with fast-flowing mountain rivers, lush green forests, alpine eco-systems, palm-lined beaches and cliffs and caves.
    At ITB Berlin 2023 tourism experts from Georgia offered an insight into the adventure tours in their country which besides hiking, heliskiing and riding has a lot to offer.
    Mountain guide Nick Phaliani has been fascinated by nature in his home country since he was a child. “Today, I am able to practise a job which is my passion in a strong community of Georgian mountain guides“, he said. Whether heliskiing, alpine ski runs, ski tours or helibiking, everything is possible. “Last year I had around 50 tours with about 300 guests“, Phaliani said. He is glad the Georgian Mountain Guide Association (GMGA), established in 1998, also joined the International Federation of Mountaineering Associations (IFMGA) in 2021. Its president Urs Wellauer from Switzerland recalled that “we began work with Gudauri in 1991. I was particularly impressed with the local mountain guide school where children already learn the basics.”
    In the five large skiing regions Bakuriani, Gudauri, Mestia, Tetnuldi, Hatsvali and Goderdzi in the Adjara region, winter enthusiasts can find pistes and lifts, cable cars, ski jumps, cross-country skiing trails as well as horse-drawn sleighs and snowmobiles. The skiing region in Gudauri on the southern side of the Caucasus plateau is up to 3,279 metres above sea level and has around 60 kilometres of ski runs of varying degrees of difficulty. The resort is also known for freeriding on natural terrain. Deep snow where rocks are few and the risk of avalanches is low have made Gudauri a mecca for lovers of deep snow sports.
    Ia Tabagari of the Lost Ridge Group in Georgia promoted intense riding experiences in her home country. The website Horsebackgeorgia.com offers first impressions of adventure on horseback in fascinating natural surroundings. And when all the adventure tours are over it is still worth noting that Georgia is also an outstanding place for wines. “Winemaking countries like to boast about their history. But we really don’t have to be shy”, said a smiling Tabagari. “Wine has been cultivated in the foothills of the Caucasus for at least 8,000 years, longer than anywhere else in the world.“ADVERTISEMENT

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    Collaboration to drive transformation to sustainable solutions across the sector

    The Sustainable Markets Initiative’s Hospitality and Tourism Task Force announced today its founding members and new partnerships, which includes 14 global hospitality companies and three leading sustainability and inter-governmental development organisations. The Task Force will drive more sustainable actions in the sector.
    Founding members include: Glenn Mandziuk, CEO of the Sustainable Hospitality Alliance and Co-chair of Sustainable Markets Initiative Hospitality and Tourism Task Force Xenia zu Hohenlohe, Co-founding Partner of the Considerate Group and Co-chair of Sustainable Markets Initiative Hospitality and Tourism Keith Barr, CEO of IHG Hotels & Resorts Sebastien Bazin, CEO of Accor Jorg Bockler, CEO of Dorint Hotels & Resorts Anthony Capuano, President and CEO of Marriott International, Inc. Katerina Giannouka, CEO of Jumeirah Group Federico J. González, CEO of Radisson Hotel Group Marloes Knippenberg, CEO of Kerten Hospitality Chris Nassetta, President and CEO of Hilton Karl-Heinz Pawlizki, CEO of Arabella Hospitality Tim Rumney, CEO of BWH Hotel Group GB Sonu Shivdasani, Founder, CEO and Joint Creative Director of Soneva Gloria Fluxà Thienemann, Vice-Chairman & Chief Sustainability Officer at Iberostar Group
    Sustainability partners and inter-governmental development organisations include:  Suzanne Neufang, CEO of the Global Business Travel Association (GBTA) Julia Simpson, President and CEO of the World Travel & Tourism Council (WTTC) Zoritsa Urosevic, Executive Director of the United Nations World Tourism Organisation (UNWTO)
    The Task Force, announced last year at COP15 in Montreal, Canada, is aligned with the Sustainable Market Initiative’s Terra Carta which provides a roadmap for the private sector to accelerate the transition to a sustainable future. One that harnesses the power of Nature combined with the transformative power, innovation, and resources of the private sector. 
    It is co-chaired by the Sustainable Hospitality Alliance’s Chief Executive Officer, Glenn Mandziuk, and the Considerate Group’s Co-founding Partner, Xenia zu Hohenlohe. The Task Force will support efforts that create leadership and collaboration in the hospitality and tourism industry, in the pursuit of tangible, scalable and practical sustainable solutions. This may include building momentum for more transformative solutions in the sectors’ value and supply chain.  ADVERTISEMENTThe Task Force aims to leverage existing infrastructure to discover and learn how the industry can accelerate pathways to sustainability making a greater impact.  The Task Force members will work collectively to identify and pursue delivery of opportunities to reduce carbon and environmental footprint.  The aim is to deliver standardised measurement tools to enable hotels to understand impact and prioritise action on carbon emissions, water, waste and biodiversity and natural capital.    A focus of the Task Force includes research and other sustainable solutions for industry leads, staff, and supply chains to support innovation through system and design thinking. It will support roadmaps for industry-level transition supporting sector focus on achieving net zero before 2050. It aims for the industry to embed water stewardship into decision-making, embed circularity and support zero waste to landfill, including addressing single-use plastics, food waste, and support for biodiversity efforts and regeneration on land and below water.  The Task Force also recognises the need to improve access to clean technologies and renewable energy across the sector and in company member operations.
    By utilising the Sustainable Hospitality Alliance’s existing committees and research, alongside the expertise of sustainability and hospitality partners, this collaboration will maximise the collective experience and thought leadership of these networks and enhance alignment. 
    Glenn Mandziuk, CEO, Sustainable Hospitality Alliance and Co-chair of the Sustainable Markets Initiative Hospitality and Tourism Task Force, said: “I welcome our founding members who bring their expertise and knowledge to help build a more sustainable future for the hospitality and tourism industry. By galvanising the conversation around sustainability, we can drive practical and tangible solutions, to push innovation and address the challenges the industry faces.  The Task Force aims to collaborate not only with each other, but other Task Forces. With far-reaching value and supply chains, the hospitality and tourism industry are in a unique position to engage and have cross-sector influence.  I look forward to working with our members and hope to welcome more leaders to the Hospitality and Tourism Task Force as the industry focuses on pathways to accelerate sustainability.”
    Xenia zu Hohenlohe, Co-founding Partner, the Considerate Group and Co-chair of the Sustainable Markets Initiative Hospitality and Tourism Task Force said: “I am very encouraged by the level of commitment and leadership of the founding members, to our purpose of bringing this industry together with other sectors, already active as part of the Sustainable Markets Initiative, to build a more sustainable future. The hospitality and tourism industry can play a pivotal role, given its crossover with so many other sectors, such as aviation, asset management, shipping, buildings, to mention but a few, in this process. Hence this task force is also key to ensuring maximum alignment in our efforts to overcoming the common challenges our societies and companies face when it comes to climate change. I am honoured to co-chair this group of highly professional and dedicated CEO’s and partners.”

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    Azul Linhas Aéreas signs Chooose carbon calculation partnership

    Azul Linhas Aéreas has partnered with Chooose to develop a program that allows passengers to understand and offset carbon emissions of purchased flights.
    The process is placed within the booking flow of Azul Linhas Aéreas’ mobile app.
    Going beyond the current mission of reaching remote locations and connecting communities in the region to national and international destinations, Azul now aims to strengthen its commitment to the biodiversity of the Amazon region.
    By offering carbon calculation and offsets for all flights, the company wants to give customers the chance to not only fly to all parts of the country, but to understand the CO2 impact of their flights and support the protection and development of the Amazon.
    When buying any ticket with Azul through the mobile app, customers can choose to pay an additional fee that has a double function. ADVERTISEMENTFirstly, it offsets the CO2 emissions resulting from the seat during the flight, and secondly it directs funds to climate projects in the Amazon.
    The CO2 calculations are based on the flight distance, route, type of aircraft, number of passengers, seat class, and other variables present in each flight.
    The calculations are done using technology from Chooose, a climate tech company that specializes in CO2 offset solutions and is a world leader in this type of solution for the aviation sector.
    Offsetting emissions is voluntary, and through this solution, Azul offers a practical, safe, and educational option for customers concerned about the impact of their carbon footprint during their air travel, Filipe Alvarez de Oliveira, sustainability manager at Azul, explained.
    “This is because, in the Azul app itself, when buying tickets, customers who offset their emissions find out how much CO2 their contribution will help to offset, and can also learn about the projects supported by the company that will benefit from this compensation,” he said.
    This in-app solution with carbon offsetting and climate project support is just one several by the company actions to mitigate the effects of climate change.
    This, among other initiatives that Azul intends to disclose throughout the year, are part of a larger strategic plan and represent the airline’s commitment to the ESG principles of environmental sustainability, social responsibility and governance.
    “We see a growing trend of individuals and companies worldwide seeking ways to understand and reduce the CO2 emissions associated with their travel.
    “In response, Chooose is proud to support Azul in delivering a climate program that enables customers to easily understand and address their carbon footprint – all within the mobile app booking flow – while contributing to high-impact climate solutions like forest conservation and biodiversity preservation.
    “Together, we are making climate action more accessible for people worldwide,” said Andreas Slettvoll, chief executive of Chooose.

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    OPPORTUNITIES FOR EAST AFRICA

    What business opportunities and prospects for joint ventures exist for tour operators in East Africa? This question was investigated by representatives of business and tourism organisations at the City Cube on Wednesday during the ITB fair.In the presence of African joint venture partners, including a delegation accompanying the Ethiopian tourism minister, they described possible ways in which these countries can profit from the expansion of long haul tourism.
    East African countries have a wealth of tourism highlights. Tourism attractions range from safari tours to gorillas in the wild in Uganda, as well as cultural sites in Ethiopia and the famous Nyungwe waterfalls in the national park of the same name in Rwanda. Kenya and Tanzania, together with the island of Zanzibar, are already popular destinations for German visitors. The majority of tourists use the services of well known package tour providers, explained Dr. Martin Post from the German Travel Association (DRV). He forecasts a substantial recovery of the long haul travel market. However, many people make their bookings at short notice, which complicates planning for the providers of such services.
    Matthias Lemcke, vice president of the South and East Africa Working Group (ASA), described the advantages of his association, which includes tourism boards, airlines and tour operators. Part of his work involves visits by delegations from Germany to countries that have not had many international tourists. Among the events planned for 2023 is a tour to Angola. As a consultant and ASA member Guido Bürger explained that tour operators with a unique selling point can also find opportunities, alongside established suppliers of package tours, for example by offering bird spotting or culinary events. However, growing numbers of travellers are making their bookings online or, if they are familiar with a country, they put all the components of their trip together themselves. Digitalisation provides an opportunity for small and medium sized businesses, and in some East African countries they can to some extent have access to funding programmes such as those offered by the World Bank or the GIZ.
    The East Africa Tourist Visa, known as EATV for short, is designed to make travellers‘ lives easier. So far it is valid for Kenya, Uganda and Rwanda. More countries may be included in the future. All three countries can be visited with one visa, which is valid for 90 days and entitles the holder to multiple entries.

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