Travnews. Capturing opportunities at NATAS Travel Conference Discover Iceland: The official gateway to nature s wonders

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1 Travnews Official Newsletter of NATAS NOV 2014-JAN 2015 ISSUE 34 Capturing opportunities at NATAS Travel Conference 2014 Discover Iceland: The official gateway to nature s wonders Creating business models of the future with SPRING Singapore

2 QUALITY. RELIABILITY. REPUTATION. SERVICE. A clear signal of credibility, reliability and quality service amongst travel professionals, the NATAS Accreditation framework is set to boost the recognition and reputation of true travel professionals nationwide. So be sure to look for NATAS-accredited staff for service excellence when you plan your next trip. BASED ON THEIR LEVEL OF COMPETENCY, TRAVEL PROFESSIONALS CAN BE ACCREDITED WITH THE STATUS THAT ACCURATELY REFLECT THEIR SERVICE STANDARDS, EXPERIENCE AND PROFESSIONALISM: (ATA) Accredited Travel Associate (ATP) Accredited Travel Professional (SATP) Senior Accredited Travel Professional Partners: A+B Edu Tours and Travel Pte Ltd Airserve Marine Travel Pte Ltd Air Sino-Euro Associates Travel Pte Ltd Apple Vacations Singapore Pte Ltd Carlson Wagonlit Singapore Pte Ltd Chan s World Holidays Pte Ltd CTC Travel Diners World Travel Pte Ltd Dynasty Travel International Pte Ltd FCm Singapore Pte Ltd Giamso International Tours Pte Ltd Global Travel Pte Ltd Hong Thai Travel Services (S) Pte Ltd ITT Global Learning Pte Ltd New Shan Travel Service Pte Ltd Pac-West Travel (S) Pte Ltd Ramesh Travel Service SingExpress Travel Pte Ltd Star Cruise Travel Service Pte Ltd Star Holiday Mart Pte Ltd Tour East Singapore (1996) Pte Ltd WTS Travel & Tours Pte Ltd SUPPORTED BY: 02 Nov J Jan 2015 Learn more about the NATAS Accreditation framework at

3 Contents To subscribe, please send an with your name, designation and company to For comments and feedback, please To download a soft copy of Travnews, please visit the NATAS media centre at Home/MediaCenter.aspx?subid=9 If you would like to advertise in Travnews, please send an to travnews@natas.travel, and refer to the rates below: Advertisement Size Editorial Team Chief Editor Patricia Auyeong (patricia.auyeong@natas.travel) Editor/Advertising Sales & Sponsorship Alvin Lim (alvin.lim@natas.travel) NATAS Travnews is the official publication of the National Association of Travel Agents Singapore and copies of Travnews are not for sale. Reproduction in whole or part without written permission is not allowed. Articles published in NATAS Travnews are the opinion of the authors. The views expressed do not necessarily reflect the views and opinions of NATAS or the Publisher. National Association of Travel Agents Singapore 120 Lower Delta Road, #03-16 Cendex Centre Singapore Tel: (65) Fax: (65) info@natas.travel Website: MCI (P) 125/03/2014 Date of Expiry: 26/03/2015 Designed by Prime Creatif Pte Ltd Members Rate Non-Members Rate Full Back Page Half Back Page Full Inside Front/ Back Page Half Inside Front/ Back Page Full Inside Page Half Inside Page Inside Quarter Page Rates are correct as of June 2014 and are subject to change NATAS Events NATAS Travel Conference 2014 Embracing the power of technology at the NATAS IT Seminar Changes to IATA Bank Guarantee from 1 January 2015 Another successful run at China International Travel Mart (CITM) 2014 Familiarisation Tours Going full swing at NATAS Golf Tournament 2014 Tis the season to be jolly NATAS Christmas Party 2014 Rolling strikes at NATAS Bowling Tournament 2014 Scoring big at NATAS Futsal Tournament 2014 Book your space for SATTE 2015 in January! Word on the Street Purchase with Purpose An eye on the Chinese luxury traveller Celebrating Singapore s Tourism CAG Updates Celebrating success at the TMIS Graduation Ceremony 2014 Cruise experts predict huge growth for Asia The Association s Pick 19 Food for Thought 20 Getting Future Ready 22 NATAS Case Study 23 Tips for staying afloat in rough times Featured Destination 24 Association Updates 26 A chat with Ivy Chen - Accredited Travel Professional Iceland: the land of fire and ice Contact Details Update Membership Update Calendar of Events Say Hello to Our New Members! Nov Jan

4 NATAS Events NATAS Travel Conference 2014 Developed in 2012 as a must-attend event for travel agents, the NATAS Travel Conference serves as a platform for travel industry leaders, experts and professionals to come together and share their knowledge on all things travel. Having seen two successful runs in 2012 and 2013, the NATAS Travel Conference made its return for the third year running on 29 October 2014 at Marina Bay Sands Singapore as part of ITB Asia. The travel industry is one that is greatly varied, with each sector having its own areas of speciality. Despite this, the industry as a whole faces similar challenges in its daily operations. With the constant evolution of the market and consumers, and technology making leaps and bounds in the convenience and prowess it accords to customers, how then, can travel agents stay ahead and stay relevant? This is what the NATAS Travel Conference 2014 served to answer with the theme TMC & DMC Where are the opportunities? This year s conference featured a line-up of speakers who shared their personal experiences and success stories within their respective markets. Keynote speaker Ms Elim Chew, President and Founder of 77th Street, leveraged her personal business experiences as a keen entrepreneur, as well as her knowledge of cross-industry innovation and collaboration, to deliver a simple, but optimistic, message to the audience: The power of change is in your hands. 04 Nov Jan 2015

5 NATAS Events Ms Chew also touched on the fact that many success stories share a common element: hard work. She encouraged the audience to never give up, get out of their comfort zones and seize new opportunities. Sharing myriad success stories, both her own and those of her colleagues and associates, she called on the travel industry to look into new and exciting ways to collaborate in challenging times. Mr Sangeet Paul Choudary, Founder and Managing Director of Platform Thinking Labs, then touched on the power of data how travel agents can leverage travel data to serve their customers better, and improve customer loyalty while increasing their business margins. He explained that there has been a veritable explosion of data on consumers, and that businesses are getting smarter by the day. However, he encouraged the audience not to be disheartened by change, and to explore new business solutions. Quoting Albert Einstein, Mr Choudary said: We cannot solve our problems with the same level of thinking we had when we created them. Rounding up the seminar was a fellow colleague from the travel industry, Ms Suyin Lee, Managing Director Singapore of FCm Travel Solutions. Sharing a case study on her company, she touched on changing market forces namely, the growth in mobile and personal technology, widespread Internet usage and increased competition from new entrants, amongst other industry trends. The audience was given an insight into opportunities that she had identified for the travel industry, including merging business and leisure travel and developing gamified solutions such as frequent traveller programmes and privileges. While the future might seem bleak, there are an abundance of opportunities available in the market today, and travel agents are in a position to reach out and seize them. As the travel conference drew to a close, Ms Elim Chew ended the session with a final inspiring statement: Run faster. Dream bigger. Live better than you ever have before. This is in you prove it to yourself. Be the best you want to be! Nov Jan

6 NATAS Events Embracing the power of technology at the NATAS IT SEMINAR The travel industry is constantly changing, and doing so at a rapid rate. Within a short span of time, the role of IT and information has greatly transformed how travel agents operate. In light of increasingly fierce competition, having a good grasp of consumer behaviour is now more crucial than ever. On 8 October 2014, NATAS conducted its annual IT Seminar at the Singapore Tourism Board (STB) auditorium. Featuring several prolific speakers who were keen to share their knowledge and expertise, the event was aimed at encouraging participants to embrace technology in their operations and update them on the latest trends and tools available in the market. The seminar opened with a presentation from Mr Laurens van den Oever from GfK Travelscan, who highlighted the shift in the consumer market from product- to customer-centric; and pointed out instant gratification as a key factor in dealing effectively with the consumers of today. He remarked: In a fast-paced world with lightning-fast technology, people have grown used to getting what they want in an instant. Mr van den Oever emphasised the importance of not just obtaining customer data but understanding the information and using it to improve business practices for the better. This will help travel agents stay relevant and get ahead of their competitors. Mr Benjamin Yang, from Balanced Consultancy, concurred, reminding the audience that mobile apps and mobile-optimised websites are equally essential in the constant pursuit for consumers. He also debunked the misconception that these apps are not useful as a source of lead generation or an avenue for growth. His key takeaway to grow businesses further, travel agents must understand how consumers search for and purchase travel products and services. The next speaker, Mr Shreyansh Durgesh, from CyberSource Asia Pacific, touched on the importance of risk management for e-commerce, in particular, the risks arising from e-commerce fraud and data breaches. Closing the seminar was Mr Shiva Ponncuhamy from Via.com, who shared his company s offerings an extensive suite of travel solutions aimed at B2B, B2C, corporate travel, as well as flight and hotel bookings. Following the talks, participants engaged in a networking session among themselves and the speakers. This provided them with an opportunity to learn more about what the panelists could offer in the way of IT solutions. As a whole, the seminar was wellreceived by guests, with 86.8% of survey respondents indicating that they intended to employ the lessons learnt within their own organisations. 06 Nov Jan 2015

7 NATAS Events CHANGES TO IATA BANK GUARANTEE FROM 1 JANUARY 2015 With the opening of the new year, the International Air Transport Association (IATA) will be introducing changes to the IATA Bank Guarantee (IBG) programme. Under the new local financial criteria, travel agents will no longer be required to provide a separate bilateral bank guarantee. Effective from 1 January 2015, there will only be a single industry Bank Guarantee covering all airlines in the Billing and Settlement Plan (BSP) system. The move means airlines that collect bilateral bank guarantees from their appointed BSP travel agents will no longer do so. Under the new measures, the present system, which gives agents with a rating of A, B and C discounts of 75%, 50% and 25% respectively, will no longer be applicable. Instead, the new local financial criteria will require travel agents to pay a bank guarantee or insurance bond to IATA that meets the equivalent of the average cash sales of 19 days in 2015 and 21 days in The formula for 2015 is as follows: Annual Cash Sales X Travel agents whose bank guarantee expires on 31 December 2014 are required to renew based on the new criteria. For agents whose bank guarantee is still valid, the difference in the amount between the old and new bank guarantee must be topped up to meet the new criteria. Agencies with bilateral bank guarantees with relevant airlines that last beyond 31 December 2014 are advised to discuss the return of these bank guarantees with the airline concerned. The changes follow the proposed financial criteria put forth by the Agency Programme Joint Council, Singapore (APJC-SG), which equally represents airlines and travel agents. The proposal was approved at the IATA Passenger Agency Conference, held in San Diego in the United States on 17 October 2014, where airline and agent representatives presented the initiative in an attempt to negotiate an agreement that would amend the Local Financial Criteria to meet the objectives of all parties. Nov Jan

8 NATAS Events Another successful run at China International Travel Mart (CITM) 2014 FAMILIARISATION TOURS Madame Tussauds Singapore 40 Imbiah Road, Sentosa, Singapore Date of Visit: 24 October 2014 The much-anticipated China International Travel Mart (CITM) 2014 made its return in Shanghai, China on November Organised by NATAS, in partnership with the Changi Airport Group (CAG), the event saw 24 participating companies under the Singapore Pavilion. As the largest professional travel mart in Asia, the three-day tradeshow not only provided a platform for industry partners to establish new relationships but also strengthen existing connections with trade partners both in China and abroad. This year, consumers too were in for a treat as the fair opened its doors to the general public on 16 November. The result: an increased promotion of the bilateral ties between the travel trade of both Singapore and China. In a show of the strong relationship between both nations, the Singapore Tourism Board hosted both Singaporean and Chinese industry partners at a gala dinner at the Shangri-La Hotel Shanghai. It was a night of glamour, networking and sumptuous feasting as industry partners came together to celebrate SG50! In all, CITM 2014 was a huge success, and feedback from participating exhibitors was positive, with many indicating that the event was a beneficial experience for their businesses. Our presence at CITM 2014 marks a continued representation of Singapore and the local travel trade s interests on the international stage, said Ms Anita Tan, Chief Operating Officer of NATAS. We would like to express our sincerest appreciation and gratitude to CAG for helping us make the Singapore Pavilion at CITM 2014 so successful. The exhibitors who participated in CITM 2014 are: Hotel Jen Orchard Gateway Singapore 277 Orchard Road #10-01, Singapore Date of Visit: 4 November Chan Brothers Express Pte Ltd 2. City DMC Pte Ltd 3. Easy-Fly Travel Pte Ltd 4. Gardens by the Bay 5. H.I.S. International Travel Pte Ltd 6. Hong Thai Travel Services (S) Pte Ltd 7. J C Travel Pte Ltd 8. Jetwings International Pte Ltd 9. Jie Yun Tong Travel Pte Ltd 10. LC Travel Planners Pte Ltd 11. Lex Travel Pte Ltd 12. Luxury Tours & Travel Pte Ltd 13. Mozaic Hotels & Resorts Pte Ltd 14. Nanyang Travel (S) Pte Ltd 15. Resorts World Sentosa 16. Siam Express Pte Ltd 17. Singapore Alive Pte Ltd 18. Singbiz Travel Services Pte Ltd 19. Tour East Singapore (1996) Pte Ltd 20. Travcoach Pte Ltd 21. Travel Central Pte Ltd 22. Vacation Singapore DMC Pte Ltd 23. Wildlife Reserves Singapore 24. Winland Travel Pte Ltd Bringing visitors a unique blend of glitz and glamour, Madame Tussauds Singapore features eight different themed interactive zones and even a boat ride! Visitors can look forward to getting up close and personal with international icons from Singapore, Asia and the rest of the world, and also photograph and pose with their favourite stars! Strategically located in the heart of Orchard Road and directly linked to Somerset MRT Station, Hotel Jen Orchard Gateway Singapore offers great convenience to its guests. Featuring a beautiful outdoor swimming pool, modern furnishings in its rooms and free WiFi access throughout the property, the hotel is well-attuned to the needs of the modern traveller and a great place to stay! 08 Nov Jan 2015

9 NATAS Events Going full swing at NATAS Golf Tournament 2014 The sweltering heat did nothing to dampen the spirits of the golfers as they gathered at Jurong Country Club on 1 October 2014 for the annual NATAS Golf Tournament. With overwhelming response from NATAS members, the event saw a total of 20 flights being registered. An atmosphere of camaraderie and companionship filled the air as participants teed off, eager to begin their friendly competition. Ignatius Chng of AIG Asia Pacific summed up the general sentiment of all the golfers present, saying: Good weather, good company and a good game, is there more that needs to be said? While the searing weather had many sweating, laughter and enjoyment was widespread throughout the golf course. Many of the golfers managed to smile broadly for the camera, even cracking a joke or two! The weather is hot but our game is not! joked Mr Charles Leong of the Philippine Department of Tourism. The joyful atmosphere carried over into a festive mood at the dinner banquet, which saw participants mingling with one another. Chatter, laughter and jokes filled the ballroom as friends and fellow colleagues of the travel industry shared moments of fun and enjoyment. The dinner also saw a highly distinguished special guest joining the golfers for the evening Mr Jeff Rutledge, Chief Executive Officer of AIG s Travel Guard Worldwide. The evening ended on a particularly high note for Mr Maurice Tang of Sabre Travel, who was called up on stage not once, not twice, but three times as the A Division Champion, the Golfer of the Year and the winner of the top prize of the lucky draw one Elite Class return air ticket to Los Angeles, sponsored by EVA Airways Corporation! Good things come in threes! exclaimed Mr Maurice Tang in response to the congratulations and good-natured heckling from his friends. I hope to defend my title next year! he added. NATAS would like to thank the following organisations for their generous sponsorship of prizes: All Nippon Airways, Cathay Pacific Airways Ltd, Etihad Airways, EVA Airways Corporation, Mandarin Oriental Singapore, SilkAir (S) Pte Ltd, Singapore Airlines Limited, Thai Airways International Ltd and United Airlines. GOLFER OF THE YEAR Mr Maurice Tang, Sabre Travel A DIVISION Champion Mr Maurice Tang, Sabre Travel 1st Runner Up Mr Laurence Chin, United Airlines 2nd Runner Up Mr Tommy Lim, Comet Travel B DIVISION Champion Mr Teoh Cheng Eam, Golf Tours Singapore 1st Runner Up Mr Ricky Seah, Travel Holidays 2nd Runner Up Mr David Tiang, Genting Holidays C DIVISION Champion Mr William Tan, ASL Aviation Group 1st Runner Up Mr Mitsuo Tomita, All Nippon Airways 2nd Runner Up Mr Teng Chiang Shawn, American Lloyd Travel LADIES DIVISION Champion Ms Annie Ong, Abacus International 1st Runner Up Ms Shirley Lee, Fortune Travel 2nd Runner Up Ms Andrea Tay, Z Car Rental & Travel NOVELTY EVENTS Nearest the Pin Mr Laurence Chin, United Airlines Nearest the Line Mr David Tiang, Genting Holidays Longest Drive Mr Gerard Lim, Focal Travel Nov Jan

10 NATAS Events Tis the season to be jolly NATAS Christmas Party 2014 The year is coming to a close and there s no better way to wrap it up than with an evening of fun, food and drinks, courtesy of NATAS! Held on 7 December 2014 at Pete s Place, Grand Hyatt Singapore Hotel, the party saw over 150 guests coming together to celebrate the end of the year and to welcome a great year ahead. Besides networking and feasting on delicious food, attendees really got into the spirit of Christmas during the lucky draw, which saw 20 lucky winners walking away with prices ranging from goodie bags and dining vouchers to air tickets! But the biggest winner of the night was Joel Cheong of SingEx Venues, who took home the grand prize of a two-night cruise package for two to Malacca or Kuala Lumpur in an ocean-view Stateroom, kindly sponsored by Star Cruises! NATAS would like to thank the following organisations for their generous sponsorship of prizes: Cathay Pacific Airways Pte Ltd, Emirates, EVA Airways, Grand Hyatt Singapore, Lao Airlines, RC Hotels (Pte) Ltd, Royal Brunei Airlines Sdn Bhd, Shangri-La Hotel Singapore, SilkAir (S) Pte Ltd, Singapore Airlines Limited, Star Cruises Travel Service Pte Ltd, Thai Airways International, Turkish Airlines, United Airlines Inc and Vietnam Airlines. NATAS wishes all its members a Merry Christmas and a great New Year ahead! Mr Devinder Ohri, President of NATAS, kicked off the festivities by welcoming all members to the party. The guests then settled down for a night of friendly banter and chitchat over plates of sumptuous delicacies prepared by the talented chefs of Pete s Place! 10 Nov Jan 2015

11 NATAS Events MasterCard Worldwide took the opportunity to thank its top supporters during the recent NATAS Holidays 2014 travel fair. Mr Ajit Abraham, Senior Account Manager, Key Account Management & Business Development, Singapore, MasterCard Worldwide, was on-site to present the recipients with a cheque and plaque. Category 1 (9-36sqm booth) Champion (Prize: S$1,000) Chan Brothers Express Pte Ltd Runner Up (Prize: S$800) Farmosa Holiday Tour (S) Pte Ltd Category 2 (54-108sqm) Champion (Prize: S$2,000) Royal Caribbean Cruises (Asia) Pte Ltd Runner Up (Prize: S$1,000) S Travel Pte Ltd Category 3 ( sqm) Champion (Prize: S$3,000) CS Travel Pte Ltd Runner Up (Prize: S$1,000) Super Travels Pte Ltd Category 4 (315sqm and above) Champion (Prize: S$4,000) Chan Brothers Travel Pte Ltd Runner Up (Prize: S$1,000) EU Holidays Pte Ltd Nov Jan

12 NATAS Events Rolling strikes at NATAS Bowling Tournament 2014 It was a night of fun, laughter and camaraderie on 17 October 2014 as more than 200 NATAS members gathered at SAFRA Mount Faber for the return of the annual NATAS Bowling Tournament. Starting the event was a sumptuous buffet spread, which saw members of the travel industry catching up with one another as they ate and drank their fill. The friendly banter and chatter continued even when Ms Patricia Auyeong, Acting CEO of NATAS, made the first bowl of the night, officially kicking off the tournament! All 34 lanes were fully packed to the brim as the players lined up to show off their impressive skills, scoring strike after strike. Adding to the friendly competition were the supporters, who loudly cheered for their favourite teams from the sidelines. With wicked curve balls, unbelievable spares and amazing backspins, the competition was very fierce indeed! The tournament was really challenging for us this year despite it not being our first time participating, shared Ms Connie Loh of the Pin Breakers, a team from Universal Ship Management that came in as the first runner up. All too soon, the competition came to an end and the winners were announced to the loud cheers and applause of all present. We are very glad that NATAS has organised the Bowling Tournament. It is a very positive event where we can mingle and get to know other agents in the industry. We are looking forward to a yearly event like this! exclaimed Mr Anthony Eng of the Fortuners, whose team was the second runner up. Ms Connie Loh expressed similar sentiments, saying: We always look forward to the annual bowling tournament. More of such events should continue as they encourage bonding. After a long night of competition, the overall winners of the night were the members of Team Dynasty, who not only took home the title of Champion for the third year running, but the championship trophy as well! NATAS would like to once again congratulate the winners listed below: CHAMPION Team Dynasty (Dynasty Travel) 1ST RUNNER UP Pin Breaker (Universal Ship Management Pte Ltd) 2ND RUNNER UP Fortuners (Fortune Travel) TOP INDIVIDUAL MALE Keith Tan (Universal Ship Management Pte Ltd), with a score of 564 over three games TOP INDIVIDUAL FEMALE Wendy Neo (Dynasty Travel), with a score of 540 over three games 12 Nov Jan 2015

13 NATAS Events Scoring big at NATAS Futsal Tournament 2014 NATAS would like to once again congratulate the winners. CHAMPION Muhibbah United (Muhibbah Travel) 1ST RUNNER UP GSA Travel 2ND RUNNER UP Emirates INDIVIDUAL TOP SCORER Muhammad Razis (Muhibbah United), with a total of 14 goals The location may have changed from the sandy beaches of East Coast to the heartlands of Kovan, but the sportsmanship and keen fighting spirit of NATAS members have certainly remained the same! And boy, was it an afternoon of spectacular goals as nine teams of players put their individual skills and teamwork to the ultimate test at Kovan Sports Centre on 8 November 2014 for the annual NATAS Futsal Tournament. Supporters cheered loudly as their teams met on the field head-on in fierce challenges. With the teams sparing no effort in vying for the title of champion, amazing skills were laid bare for all to see! But even amidst the keen competition, participants still found the time to mingle and chat with one another in between matches in a show of excellent sportsmanship and camaraderie. up in 2013, the team vowed to snatch the championship this year, and they definitely worked very hard to make it happen! It was a truly enjoyable event and everyone had great fun. After a highly intense afternoon of fancy footwork and daring tackles, one winner emerged from the nine teams Muhibbah United! Having come in as the 1st runner Nov Jan

14 NATAS Events / Word on the Street PURCHASE WITH PURPOSE A rare opportunity was presented to travellers - a chance to give back to society as they travelled! From 1 October to 31 December 2014, travellers booking their stay at any of COMO Hotels and Resorts 12 luxury properties across Asia, Europe and the Caribbean had the opportunity to make a lasting difference to local communities when they chose to settle their bills with MasterCard. As part of its Purchase with Purpose programme, MasterCard will donate US$25 from each transaction to a nonprofit organisation or school within each destination. The best part the travellers pay nothing extra! This is the fifth consecutive year that MasterCard and COMO Hotels and Resorts have joined hands to spearhead this programme and to date, this initiative has raised over US$160,000 for over 2,700 beneficiaries. Its proceeds have provided a lifeline for many of the less fortunate and helped to empower both women and children. Among the many programmes that it supports are hospitality training for high school students and underserved women in Bangkok, the Maldives and Turkey, financial support for students and entrepreneurs in Bali and Bhutan, and training for women in London. See you at SATTE 2015 in January! Travel agents have much to look forward to in the New Year as NATAS and Changi Airport Group (CAG), with the support of the Singapore Tourism Board, will be organising a Singapore Pavilion at SATTE Held at Pragati Maidan, in New Delhi, India, the fair will run from 29 to 31 January As the leader in travel trade shows across South Asia featuring inbound, outbound and domestic travel, SATTE is the perfect platform for exhibitors to showcase their products and services to the global travel trade community. Exhibitors will have the opportunity to meet and network with top decision-makers from hotels and resorts, travel agencies, tour operators and MICE planners serving the Indian tourism industry. They will also have the chance to conduct business with over an estimated 12,000 visitors including trade visitors, international and domestic buyers. Joining NATAS and CAG are 16 exhibitors from Singapore: 1. Asia Consolidated DMC 2. Chariot Travels 3. City DMC 4. FRHI Hotels & Resorts 5. GTMC Travel 6. Josco GSA Travel 7. KidZania Singapore 8. Luxury Tours & Travel 9. Resorts World Sentosa Singapore 10. Sentosa Development Corporation 11. Mount Faber Leisure Group 12. SilkAir 13. Singapore Airlines 14. Singapore Tourism Board 15. The Traveller DMC 16. Tigerair For more information on SATTE, visit 14 Nov Jan 2015

15 Word on the Street An eye on the Chinese luxury traveller Over the last few years, Singapore has seen a steady influx of Chinese tourists. Although visitor numbers from China plunged after a new tourism law kicked in, this has not stopped the Chinese from travelling here. In a recent poll conducted by GfK among high-earning, well-educated Chinese with monthly household incomes of more than US$10,000, 93 per cent of the respondents said that they have travelled within the Asian region in the past year, with nearly half visiting countries in Southeast Asia. The study also revealed these luxury travellers spend an average of US$5,800 on flights and US$5,600 on purchases per trip, making them the biggest spenders in Singapore! With the high spending power of these large numbers of affluent travellers, China has become one of the world s biggest driving force of the global tourism market, observed Laurens van den Oever, Global Travel Director at GfK. These luxury travellers are willing to pay more for a higher quality of service and customised level of unique travelling experiences definitely a small but very important segment for the travel sector to pay special attention to. As these luxury travellers continue to make their way to Singapore, local travel agents must pay close attention to the behaviour, attitudes and consumption patterns of the Chinese tourist so as to capture the opportunities in this affluent sector. Celebrating Singapore s Tourism Ever wondered about the story behind one of Singapore s tourism icons, the Merlion? Or how some of your favourite hangout spots Chinatown, Kampong Glam and Little India evolved into the tourist must-see destinations that they are today? Now you can, with Singapore Tourism Board (STB) s new gallery! Through interactive displays, captivating visuals and interesting paraphernalia, visitors to the gallery can learn how tourism in Singapore has transformed over the years. Chart the beginnings of Singapore s tourism development! Learn about the challenges that our small city-state had to overcome to become one of the world s top travel destinations! And get the inside scoop on how our multiethnic cultural precincts have transformed into the popular hipster haunts of today! We are dedicating the gallery to the many enterprises and individuals who have left an indelible mark on Singapore s tourism, said STB CEO, Mr Lionel Yeo. We hope that the stories and featured personalities will serve as inspiration as we continue to strive towards quality tourism. The opening of this new gallery provides a fitting close to the yearlong Tourism50 celebrations. Comprising three phases Reminisce, Rediscover and Celebrate the festival offered numerous events and activities for both local residents and visitors to enjoy, and many of them saw overwhelming response from the public. Nov Jan

16 Word on the Street CAG Updates Image credits: Changi Airport Group As a leading aviation hub, Singapore Changi Airport is constantly innovating and enhancing its offerings to serve its customers better. In 2013, it saw a record number of 53.7 million passengers from around the globe. This figure is set to rise as the construction of Project Jewel and the expansion works for Terminal 1 get underway at the end of the year. On 28 October 2014, CAG appointed the joint venture of Woh Hup (Private) Limited and Obayashi Singapore Private Limited as the main contractor for the $1.57-billion project. Targeted to be completed by 2018, the proposed works will boost Changi Airport s capacity for growth and strengthen its appeal as one of the world s best airports. Key highlights of the construction works for Project Jewel include its distinctive domeshaped facade and its two centre piece attractions a breath taking 40-metre tall waterfall and a large-scale, lush indoor garden. Besides the myriad exciting leisure attractions, retail offerings and hotel facilities, passengers can also expect an enhanced experience with improved service offerings, such as early check-ins, dedicated amenities for fly-cruise and fly-coach passengers and communal event spaces. Meanwhile, the expanded Terminal 1 building will boast a larger arrival hall, more spacious baggage claim areas, and a five-storey basement car park, among other development works. In addition to improving its infrastructure, Changi Airport remains committed to enhancing its connectivity. With the addition of three new airlines Mongolian Airlines, Jetstar Pacific and Malindo Air Changi Airport is able to offer its customers a greater frequency of flights to Mongolia, Ho Chi Minh and Kuala Lumpur. For the first time, passengers can now enjoy a direct connection to Mongolia with a twiceweekly service between Ulaanbatar and Singapore, via Beijing. This new partnership will not only help to increase business and tourism opportunities but also deepen bilateral ties between the two nations. In celebration of the festive season, visitors to Changi Airport can experience a touch of Disney magic with Mickey Mouse and friends amidst a winter wonderland setting. From 14 November 2014 to 5 January 2015, locals and tourists alike can bring their kids to the Mickey Mouse Club House Bouncy Playground at Terminal 3. The children will have the time of their lives cruising down the three-metre high slide, bouncing off sticky Velcro walls and leaping into the colourful depths of the ever-popular ball pit. They can also look forward to meeting Mickey and Minnie Mouse from December After this emphatic end to 2014, CAG is looking forward to an exciting year ahead! CAG wishes all its partners and clients a joyful Christmas and a Happy New Year! 16 Nov Jan 2015

17 Word on the Street Celebrating success at the TMIS Graduation Ceremony 2014 It was a proud moment for tourism students at the annual TMIS Graduation Ceremony on 25 November Held at the Lifelong Learning Institute, the ceremony celebrated the achievements of students who have successfully graduated and are ready to take their place in the travel industry. Gracing the event was Guest-of-Honour, Mr Lionel Yeo, CE of Singapore Tourism Board and Mr Devinder Ohri, TMIS Chairman and NATAS President. This year, over 300 students graduated with full qualifications in the TMIS Certificate and Diploma Programmes, and two students from the graduating cohort, Ms Dorcus Chuah and Ms Christine Koo, received the Best Outstanding Student Award. Awards were also given to TMIS s most supportive partners to recognise corporate organisations for their support and belief in training. The recipients of the awards in the different categories were: Category Recipient Hospitality Raffles Hotel Singapore Attractions Sentosa Leisure Management Pte Ltd Transportation Comfort Transportation Pte Ltd Tour & Travel Services CityState Travel Pte Ltd Congratulations to all the graduates and award recipients! Certificate Ms Dorcus Chuah Driven by a passion and interest in the tourism industry, Ms Chuah decided to enrol in TMIS and pursue a Dual Certificate in Tour & Travel Services and Attractions. Personable, sociable, and always ready to lend a helping hand, she is admired and respected by her peers. She also never fails to actively and enthusiastically participate in class activities. Diploma Ms Christine Koo Armed with her passion, past experiences and knowledge in tourism, Ms Koo knew that this was the career path for her. Determined to improve and upgrade her skills and knowledge, she went on to enrol for a Diploma in Tourism at TMIS. Earlier this year, she had a chance to successfully represent the school in the Tourism and Hospitality Management Case Challenge, organised by the National University of Singapore. Nov Jan

18 Word on the Street Cruise experts predict huge growth for Asia By Teresa Ooi, 26 November 2014 Southeast Asia will be served by a total of 62 ships, catering to 2.7 million passengers next year. And with more heading to the region, this is one of the largest gatherings cruise industry experts have heard. Delegates to the Cruise Shipping Asia- Pacific conference in Hong Kong were told that 21.3 million people cruised globally in 2013 and Asia s share is expected to increase dramatically in the coming years. We anticipate seeing many more cruise lines headed this way, says Christine Duffy, president and CEO of the Cruise Lines International Association (CLIA), which recently opened separate Southeast Asia and North Asia branches to offer advice and training. From our perspective, there has never been a more exciting time to be involved in the industry. The Asia cruise scene is on the cusp of dramatic growth, according to Ms Duffy. Next year, 26 cruise lines will operate a total of 981 cruises through the region, with short itineraries between 2 6 nights making up 80 per cent of demand. The Asia Cruise Association, which has now become CLIA Southeast Asia, estimated the total Asia market could grow from 1.3 million passengers in 2012 to four million passengers in Fuelled by 20 per cent compounded growth across the region between , including 10.1 per cent annual growth in Southeast Asia, Asia s cruise industry is entering a new era. However, the region s growth is entirely dependent on that of dominant markets in the US and Europe, according to Dr Zinan Liu, vice-president for China and North Asia at Royal Caribbean and the recently appointed chairman for CLIA North Asia. He believes that slower growth in these two primary markets will allow for greater growth in Asia, based on the current capacity of Europe s shipyards, and on orders already placed by major cruise lines. Asia has all the ingredients for a successful cruise industry, according to Michael Hackman, executive vice-president for Genting Hong Kong, owner of Star Cruises, and director of the line s Philippines operations. For us, the prime opportunity lies within Asia as a destination, with many reasons why it is well suited to one day becoming the largest cruise market in the world. He says the efforts by government authorities in the Philippines, Taiwan, Vietnam, Malaysia and on China s Hainan Island have helped pave the way for a bolstered cruise industry centred on and catering to Asian travellers. They understand where the future of cruising is headed, and the potential gains for all stakeholders. Hackman was joined by Dominic Paul, managing director of RCL Cruises and senior vice-president for Royal Caribbean International, Celebrity Cruises & Azamara Club Cruises, in calling for increased investment in infrastructure throughout the region, with a focus on developing cruise markets in Southeast Asia. We need to ensure that infrastructure exists in order to deliver this growth, says Paul. The growing cruise market offers significant opportunities for countries and regions to increase the number of inbound tourists. However, many countries and ports in Asia are simply not ready to accommodate the large numbers of cruise ships that are coming to the region. Southeast Asia is particularly in need of this increased investment. He says local authorities need to understand the potential economic bonanza the cruise industry can offer, and provide the necessary shipping policies and infrastructure, as well as an exceptional shoreside experience. It is highly recommended that interested cities and countries work with cruise companies on developing the infrastructure that works best, so that time, effort and money produce the best possible results. The economic impact of cruising was emphasised by Ann Sherry, managing director of Carnival Australia and chair of CLIA Southeast Asia. CLIA Australasia recently released a report on the AU$3.5 billion economic impact of the cruise industry on the Australian economy after another year of 20 per cent growth year on year. We are a business with a very long value chain, says Ms Sherry. That contribution creates its own momentum and dynamic. She added: Next year will see 26 cruise brands operate 52 ships in Asia, nine of which are year-round. Expanding on her observations, she says: In 2013, there were 802 Asia-Asia cruises, in 2015, we will see 981. But the growth in capacity is even more impressive, driven by increasingly large and modern ships being deployed. Last year, in 2013, there was capacity for 1.4 million guests to take Asia-Asia cruises, next year there will be room for 2.05 million, an annual growth of 19.5 per cent, she shares. On top of that, another 115,360 guests may transit through Asia on longer voyages, up 25 per cent per annum from the 73,616 capacity in Carnival Australia has developed 50 new destinations in the Australia and Pacific region over the past 12 months, says Sherry, and the economic impact of cruising on emerging destinations can be significant. In another study conducted in partnership with the Vanuatu government, it was revealed that P&O Australia is the secondlargest employer in Vanuatu and the third-largest buyer of good and services, while cruise tourism represents two-thirds of tourism to the country. The government didn t know that until we told them. They see the ships and they hear about the industry but they didn t know about the impact. The power of that in conversations about further development in Vanuatu, which is an important destination for all companies with ships going out of eastern Australia, is very important, says Ms Sherry. Article written by Teresa Ooi, Cruise Lines International Association (CLIA) 18 Nov Jan 2015

19 The Association s Pick IVY A CHAT WITH CHEN ACCREDITED TRAVEL PROFESSIONAL Ivy s secret to success- Her belief in constantly staying updated with the latest product offerings and trends, in addition to upgrading her skills and raising her professional standards. The NATAS Accreditation not only serves as a framework to recognise tourism professionals for their high standards of professionalism but also motivates those in the industry to constantly improve their skills and better their service. In this issue, TravNews catches up with Ivy Chen, who specialises in crafting tours for SingExpress Travel Pte Ltd. Having gone through the accreditation assessment, Ivy is now proud to be an Accredited Travel Professional (ATP). Spurred on by a love for travel and an interest in experiencing different cultures, Ivy decided to enter the industry. Today, nearly five years on, she has not looked back. The travel industry is a growing industry and it s never boring, says Ivy. Working in this people-focussed industry enables me to meet new people from time to time. Plus, I get to travel for work and such trips give me a great opportunity to discover different parts of the world and its various cultures. It is this passion for travel and a commitment to helping other travellers make the most of their holidays that motivated Ivy to take that extra step in getting accredited. On her new distinction as an ATP, she commented: It makes me proud knowing that my passion and dedication to the job has been recognised, both from the public and the industry. The travel sector is an extremely serviceoriented one and the key to dealing with difficult and demanding clients, as Ivy soon found out, is patience, empathy and managing expectations. She stresses the importance of treating every customer s travel plans like your own and understanding their needs. This is also where she feels that the accreditation will help. With the pass, our customers will have trust in our services and job scope, she says. On the flip side, she feels that it also encourages travel professionals to strive harder and provide better service to their customers. In fact, Ivy already has plans to move on to the next tier in the accreditation framework. I believe that we must constantly stay updated with the latest product offerings and trends, in addition to upgrading our skills and raising our professional standards, she added. Noting the recent trend of more customers being increasingly Internet savvy, she feels that FIT and customised tours will be the next big thing in the industry. As she sees a rising number of travellers requesting for these packages, she believes that it will become a hot trend in future. As such, travel agents must acquire the relevant knowledge and skills so that they can anticipate these changes and accomplish and fulfil the expectations of their customers. Nov Jan

20 Food for Thought Getting Future Ready Business models that will create the next leap of growth for travel companies I take absolutely no comfort in where we are today. This was what Jack Welch said when he was at the height of his career as CEO of GE. The quote embodies the essential mindset that business leaders need to have to successfully remain ahead of the curve. These leaders and organisations invest their time to think of new products and services and new ways of doing things even in good times. This was the key message that the recent Travel Innovation Programme had for travel companies in Singapore. Figure 1.1 * subject to SPRING approval The programme was designed and delivered by Singapore-based innovation & branding consultancy, Ideactio, and supported by NATAS and SPRING Singapore (including financial support from SPRING Singapore). It was presented in two stages, as illustrated in Figure 1.1. Despite its strength as one of the leading players in Singapore s travel industry, New Shan Travel Service has taken the first step to carve out the New Shan of the Future. Such a step requires not just the foresight but also courage and conviction from the leadership. Mr Roland Wong, Deputy Managing Director, New Shan Travel Services, echoed this view: We intend to build on our core strengths our people and our relationships to create a business model that remains relevant in the coming decades. Mr Allen Leng, General Manager, New Shan, added: Though we have a very experienced leadership team in New Shan, we thought to get an outsiders professional perspective on innovation. New Shan Travel Services Senior Manager, Commercial & Operations, sharing his group s contribution The programme followed a co-creation approach where managers from the respective participating companies were placed in a workshop setting together and worked in a structured way to identify opportunities and generate solutions. Validating the programme and its effectiveness, Mr Leng concluded: The programme has set a positive stage for New Shan. Our shareholders and key managers were drawn into a very Staff members envisioning the future for New Shan Working as a team Case study and images provided by Ideatico 20 Nov Jan 2015

21 Food for Thought interactive session that gave them the platform to recognise the quick evolving travel trade environment and, importantly, exude and share their passion and dreams to navigate New Shan Travel into future. For future growth, travel agencies cannot afford to overlook these changes. The mindset of customer centricity will be key to their success. Key Shifts The programme was carefully designed to meet the needs of travel companies. Ideactio conducted preliminary research on the travel sector to draw insights for the programme design. Nav Qirti, Principle & Managing Partner at Ideactio, summed up key learnings: There are two noteworthy shifts happening at the moment that will drive how businesses evolve in the future one is the consumer shift and the second is the business model shift. CHANGE DRIVERS Figure 1.3 Travel has become more activity-based, rather than destination-based Travel experiences & customised tours have become more important Tastes and travel spending have become more polarised Business Model Shift Meanwhile, business models are seeing a radical shift. Competition of the future will not come from your own industry but from unknown external players. Case in point: taxi companies of the future will not only be competing with other taxi companies, rather they may have to compete with anyone who owns a car and has access to Uber or any such app that allows him/her to be in the market. The same applies to the hotel industry: anyone with a spare bed and breakfast can compete with hotel rooms at a much more attractive price point through AirBnB. It is only a matter of time before other industries (other components of the travel industry) will also start to get disrupted in the same way. Consumers Platforms This shift in business models, as explained by Singapore-based Platform Thinking pioneer Sangeet Paul Choudary, is a shift from supply and demand models of doing business to platform-based business models where network effects govern the growth of your business. Changing Customer Profiles, Consumption Patterns & Behaviors Figure 1.2 Value Creation Unlocking of Supply & Curation Customer Shift It s not just the profile of the consumers that is changing but their consumption patterns and their behaviours, as well as their needs and drivers. For example, culinary-based and adventure-based trips are becoming more and more popular. People are seeking out exciting activities to do when they travel. Travelling has become about the whole experience, and people don t want one-size fits all solutions. Research shows 64% of Singaporeans prefer personalised travel services. They want convenience, personalised itineraries, customised packages, and experienced consultants. With that, the gap between low-cost and high-cost demand is growing. The rise of budget airlines continues to spur more tourism, but people are willing to pay for better, more customised experiences. Business Models of the Future Moreover, in a hyper-connected world, the nature and pace of business is fast changing. The travel industry has also seen and continues to see a slow but continuous shift from physical travel agents to OTAs and now to platforms. These platforms come in different forms and shapes and serve different niches or customer needs, as is evident from successful platforms like AirBnB, yelp, TripAdvisor, MyGola, 36hrs, to name a few. This doesn t mean that traditional businesses will become obsolete. All three kinds of players traditional agencies, OTAs and platforms will exist side by side, but the relative margins of traditional agencies and OTAs will decrease and there will be consolidation in the industry. Players who respond and adapt to this shift and innovate will remain relevant in the near future. WE HAVE TO CHANGE THE WAY WE THINK Figure 1.4 CHANGE : CUSTOMER Profile, Expectations and Choices CHANGE : ENGAGEMENT Acquiring, Servicing and Retaining CHANGE : BUSINESS MODELS Supply & Demand Model to Networked Model Oef Doing Business To create business models of the future, travel companies have to change the way they think it is as much about learning new things as it is about un-learning old ways and re-learning new ones. Note: There will be another run of the Travel Innovation Programme in February March Companies who are interested in signing up for the programme may get in touch with Ideactio (tertia@ideactio.com or ). The programme will be supported by SPRING Singapore s ICV programme* (Subject to SPRING s approval). Nov Jan

22 Food for Thought NATAS Case Study The role of a travel agent is an extremely crucial one. Every year, millions of tourists swarm to travel agencies to book tour packages that will provide them with unforgettable travel experiences. In short, travellers engage travel agents because they are secure in the knowledge that their travel agent will provide them with the best possible holiday experience. But despite their best efforts, it is inevitable that sometimes miscommunication occurs, resulting in a few disgruntled customers. This case study serves as a valuable reminder to travel agencies of how important it is to deliver what has been promised and ensure that all information is properly communicated to the customer. Scenario In this particular case study, the customer booked a tour package and was told that he would enjoy a complimentary upgrade to the next cabin type. Enticed by the offer, he paid for a window cabin in anticipation of being upgraded to a balcony cabin. However, when he received his cabin number, it was for a window cabin. The customer then asked the agent for confirmation of his balcony cabin number but was rejected and told that a request had been sent to the cruiseliner and he would only know if his upgrade was successful two weeks before the sailing date. A check with the cruise company revealed that the travel agent had put up a request and that confirmation would only be known nearer to the sailing date as stated. The complaint The customer felt that the agent did not honour the offer of the complimentary upgrade and that he had been cheated. He reiterated that he had taken a window cabin only because of the promise of a free upgrade, if not, he would have just booked a stateroom cabin. The issue The agent from the cruise company did not adequately manage the customer s expectations during the point of sales and neglected to explain that the upgrade was not guaranteed. In addition, the agreement with the customer was made verbally instead of having written acknowledgement by both parties. ServiceWorks Recommendations The service principle that applies here is transparency in communicating with customers. In this case, the customer assumed that a complimentary upgrade meant that he would be guaranteed one. However, this is not always the case. The travel agent did not communicate this and the fact that the outcome of the upgrade would only be known nearer the sailing date. This not only violates the abovementioned service principle but also the following NATAS Service Standards: Provision of factual and accurate information on itinerary and services provided Communication of all miscellaneous costs e.g. tipping, surcharges, airport tax, etc. before the customer places any bookings Communication of additional services i.e. any special arrangements, free upgrades, must be acknowledged and signed by both the customer and service provider In short, travel agents must be transparent in making known to customers that all complimentary upgrades are not guaranteed. They must also fully explain the conditions of any promotions. A valuable lesson While no one likes to receive complaints, they should actually be looked at as a way to improve service standards. This case study has brought up the importance of travel agents communicating all necessary information while ensuring that the customer has fully understood the information presented. Case study provided by ServiceWorks International Pte Ltd 22 Nov Jan 2015

23 Food for Thought TIPS FOR STAYING AFLOAT IN ROUGH TIMES With the downward spiral of the global economy and budget airlines slicing profit margins, consumer spending is drying up faster than a puddle in the Sahara. And as an increasing number of travellers regard travel agents as more of a luxury than a necessity, times may seem tough for the travel industry. But if you think you ll just tighten your belt, slash costs and ride out the recession think again. Because the reality is that, with the right combination of marketing strategies and tactics, there has never been a better time to boost the number of customers to your agency. Moving your dollars to marketing channels that give you maximum returns and results not only makes your company more visible but also helps you to build awareness and relationships for the long term. So get started with these marketing tips today! Never compete on price Slashing your prices and offering your services at a lower cost might be a great way to attract customers but it won t do much for your bottom line. Rather than starting a price war, why not work on raising the value of your services instead. Travellers are willing to pay a premium if your travel agency can offer intangible perks that goes beyond what your competitors are providing. Look after your customers It s much easier to get another booking from your existing customer than it is to reach a new one. That s why you need to be able to hang on to them by offering a great experience each time. Every traveller has a favourite airline, preferred hotel chain or destination that they love returning to. By finding out what makes them tick, you ll enjoy lucrative repeat business, year after year. Be active on social media With the increase in travellers turning to the Web for their travel needs, there s no better way to reach your potential target market than social media. Through platforms such as Facebook, Instagram and Twitter, you can connect directly to all your customers to recommend destinations, special deals and activities, and even receive feedback from your audience. Get feedback from your customers Wouldn t you want to know if your special deals, promotions and advertisements are effective? Of course you would. That s why customer feedback is so important. Hearing from your customers is an excellent way to learn what s working and, more importantly, what s not. That way you can tweak your services and packages to always deliver the right experience to the right audience. Offer a unique experience People travel for the experience. So it stands to reason that the travel agencies that offer the most unique experiences will gain the most attention. When you create your marketing collaterals, don t focus on how grand the hotel is or how great the service will be. Instead, think about why people travel and the things they hope to experience on a trip. By marketing your destinations to feelings and motivations, you ll be welcoming hordes of customers in no time. Nov Jan

24 Featured Destination Iceland: the land of fire Step into a world of endless summer days and enchanting winter nights, a land of idyllic crystal glaciers and fiery volcanoes. This is Iceland, a country of contrasts and a travel destination like no other. With its vast natural beauty and breathtaking scenery, Iceland truly seems to be the stuff of fairy tales. Young, wild and free Stretching across 103,000 square kilometres, Iceland is the second largest island in Europe, after Great Britain. It is also one of the world s youngest landmasses, and with 80 percent of its territory uninhabited, much of the country s wondrous landscape remains untouched by the spoils of civilisation. We invite you to journey across sprawling sand and lava fields, trek up snowcapped mountains and dip in refreshing waterfalls and glacial rivers. Home to some of the world s most active volcanoes and a number of national parks, such as Vatnajökull, Þingvellir and Snæfellsjökull, Iceland offers a multitude of stunning sights to see. Marvel at the beauty of the country s wildlife as you watch whales and a variety of native birds in their natural environment. An occasional reindeer or arctic fox can also be spotted by those on the lookout. In the winter, catch one of nature s most extraordinary sights: the Aurora Borealis. The coloured lights dancing on the pristine white glaciers will be a vision you will never forget. Be it the beauty of the fjords in the northwest or the rejuvenating geothermal spa at the Blue Lagoon, Iceland s diverse terrain will leave you in awe at every turn. The adventure of a lifetime For the more adventurous at heart, pick from an endless list of hiking tours and treks readily available across the island. Adrenaline junkies can get their thrills ice climbing or atop one of Iceland s magnificent mountains. The mountains snowy slopes are also ideal for skiing and snowboarding. Trained guides are always happy to accompany you on your exploits and can be most helpful as you manoeuvre untamed terrain. Jeep safaris are also an exciting way to venture across Iceland, and boats and rafts can be hired for those looking to explore the country s many flowing rivers. 24 Nov Jan 2015

25 Featured Destination and ice The road to paradise If that s not enough to have you packing your bags, this wonderland is just a hop, skip and a jump away from major cities around the world. Located near the Arctic Circle, Iceland is approximately five hours from New York and three hours from London by plane. The capital, Reykjavík, is home to a bustling domestic airport and buses make travel around the city quick and convenient. Alternatively, why not make Iceland a stopover on your travels? Scotland and Norway are a distance of 795 km and 950 km respectively from the island, and Greenland is just 286 km away. With an endless list of things to do and wondrous sights to see, Iceland will leave you dazzled all year round. Be it thrillseekers, nature lovers or culture buffs, there s something for everyone. A land of warm hearts With an estimated population of 300,000 people, Iceland is one of the most sparsely populated countries in the world. But what it lacks in numbers, the country makes up for in pizazz! Be amazed by the rich culture and strong sense of tradition of Icelandic people. That said, the country also boasts stateof-the-art infrastructure and takes a progressive stance on a lot of social and political issues. While Icelandic is the official language, English is spoken widely across the island so feel free to chatter away with friendly locals who are always more than happy to share their tales over a hot drink. Iceland has developed a unique storytelling culture and is well-known for its literature, and was listed as the UNESCO City of Literature in Museums such as Akranes Photografical Museum and the Reykjavík City Museum in Árbæjarsafn offer visitors a glimpse of Iceland s vibrant arts and culture scene. Iceland also holds the world s oldest parliament, formed in 930 AD. The parliament s original site, Thingvellir, is now a designated UNESCO world heritage site. Exploring the wonders of Iceland at the Promote Iceland workshop Over 50 guests gathered at Grand Copthorne Waterfront Hotel on 22 September 2014 for a workshop by Promote Iceland, an organisation formed to boost Iceland s image and reputation. The event aimed to support the competitive standing of Icelandic industries in foreign markets, attract foreign tourists and investments to the country, and assist in the promotion of Icelandic culture abroad. Leading the workshop was an Icelandic delegation comprising Promote Iceland, Air Iceland, Iceland Europe Travel Partnership, Iceland Travel, Iceland Excursions, Icelandair, Hotels of Iceland, Yu Fan Travel and Inspired by Iceland. Travel agents learnt about the exciting potential of Iceland as a tourism destination for Singaporean travellers, as well as the types of products and services available through the various Icelandic organisations. In all, the workshop was very well-received, with participating local travel agents engaging in extensive networking with their counterparts from Iceland. Nov Jan

26 Association Updates NATAS Executive Committee 2014/2016 Mr Devinder Ohri President Mr Chung Kek Yoong Deputy President Mr Ram Samtani Secretary-General Mr Allen Tsang Honorary Treasurer Ms Judy Lum Chairman Inbound Mr Albert Ho Chairman Air Transport Mr Chew Chong Choon Chairman Surface Transport Mr Ang Eu Khoon Chairman Information Technology Ms Fiona Lim Chairman Manpower & Training Ms Ong Ling Lee STB Representative NATAS Secretariat Patricia Auyeong Acting CEO Anita Tan Chief Operating Officer Wendy Tan Senior Manager (Events) Julia Chang Senior Manager (Industry) Nicholas Yap Manager (Industry) Judy Kueh Manager (Finance) Gladys Cheng Assistant Manager (Admin & Membership) Magdalene Lim Assistant Manager (Events) Jeffrey Yeo Assistant Manager (Events) Amy Kong Assistant Manager (Industry) Alvin Lim Executive (Marketing & Communications) Leong Suying Executive (Industry) Tan Hui Qin Officer (Industry) Zarinar Lim Officer (Industry) CONTACT DETAILS UPDATE AX Exotic Travels Pte Ltd 175 Bencoolen Street #01-05/06 Burlington Square Singapore Corporate Travel Services Pte Ltd 100 Beach Road #31-00 Shaw Tower Singapore Deks Air Travel & Tours Pte Ltd (effective 6 Jan 2015) 300 Beach Road #13-05 The Concourse Singapore WISHING A WARM WELCOME TO OUR NEW MEMBERS! NATAS welcomes the following companies as new members. J & L Vacation Pte Ltd J & L Vacation Pte Ltd is an STB-licensed travel and tour operator specialising in inbound and outbound tours to Asia. Besides packaged tours, the company also arranges customised trips and provides travel management services such as hotel bookings, transfers and car rental arrangements. Legend Travel Pte Ltd Legend Travel Pte Ltd is a professional travel agency specialising in inbound and outbound tours from Singapore and China. The company s extensive list of services includes air ticket sales, tickets to Singapore attractions, car rental arrangements and cruise packages. CALENDAR OF EVENTS mar NATAS Travel 2015 Singapore Expo Halls 8 & 9 MEMBERSHIP The following new members were approved: Diethelm Travel (Singapore) Pte Ltd 20 Kramat Lane #04-06 United House Singapore Tel Fax Easy-Fly Travel Pte Ltd 149 Tyrwhitt Road Singapore Pegasus Travel Management Pte Ltd 19 Jalan Kilang Barat #02-02 Acetech Centre Singapore Tel (65) Fax (65) Company Classification Approval Date Royal Prince Travel Pte Ltd OM (IB & OB) 25/9/2014 J & L Vacations Pte Ltd OM (IB, OB & AT) 21/10/2014 Mega Travel Agency Pte Ltd OM (IB & OB) 24/10/2014 Legend Travel Pte Ltd OM (IB & OB) 18/11/2014 The total number of NATAS members as at 10 December members. Ordinary Members: 354 members Associate Members: 80 members Honorary Life Members: 4 members Mega Travel Agency Pte Ltd Mega Travel Agency Pte Ltd specialises in outbound tours to countries in the Southeast Asian region such as Thailand, Indonesia, Hong Kong, Taiwan and Malaysia. With branches in China and Korea, the company will be expanding its list of services to provide outbound tours for Korea and inbound tours for China. Royal Prince Travel Pte Ltd Royal Prince Travel Pte Ltd is a travel operator offering tour packages to destinations near and far. With a strong team, the company prides itself on delivering prompt, personal and professional service. By providing the best deals at competitive prices, Royal Prince Travel Pte Ltd aims to deliver quality travel services that are affordable for everyone. 26 Nov Jan 2015

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