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Travel Trade Gazette 21.02.2013 TTGDIGITAL.COM

Daniel Pearce Brand director

customer-facing retail sector, responsible for the collapse of many businesses that have opted to make it the key way in which they compete. But Tui is leading a charge through the courts that could enable many travel sellers to recoup a little of their discount. The travel giant is arguing that it should be able


to reclaim a percentage of its VAT on commission as some of it was being given away as a discount (see page 5). Whilst Tui lost its first legal battle, accountant Deloitte is ready to push all the way a case that could have implications for just about every travel seller out there. Now, there is some way to go but here’s an

opportunity that doesn’t come along very often. If you run your own travel agency get in touch with your accountant as quickly as possible for advice on how you could lodge your own claim, in the event that the current legal process completes in the industry’s favour. Tui’s claim amounted to £156 million – you’ve got to be in it, to win it back. You know that HMRC wouldn’t waste any time in contacting you if the shoe was on the other foot…

Got the G-Factor? My favourite surprise question when interviewing candidates for a job on TTG– future applicants, look away now! – has always been to ask them to tell me a joke. It’s a great way of finding out someone’s real personality. Adventure travel operator G Adventures goes one

step further with a series of random questions that ensure successful candidates have the “G-Factor”. What better preparation could there be for any business employing staff facing customers in situations where they might need to think on their feet – and particularly for those in the travel industry? Read the full feature on page 29.

It’s easy to get in touch – you can email me – or tweet me at

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18 04 NEWS.

10 TTG Analysis: Consumers are “overlapping” on holiday protection but the CAA hopes its campaign will make things clearer 12 City: The merger between US Airways and American marks one of the biggest ever airline deals 14 Cruise: Ace plans to expand cities covered by cruise showcases 16 Business Travel: Air China adds a first-class cabin to a 30-year-old route 18 Luxury Travel: With sales soaring, Travel 2’s luxury division has been recruiting to cope with the demand 20 The week in travel: Virgin Holidays offers free domestic flights, while Regent Holidays adds North Korea, Kosovo and Romania


Souk Response research: Why you should rethink your perceptions of the emerging single traveller market


25 Zena Calderbank on the matter of trust: “Horse meat scandal highlights once again that big brands have let their customers down by putting profit and cost cutting first”


26 Technology: Our guide to getting closer to customers using “big data” 29 Get Ahead: Jesse Whittock undergoes an innovative interview process with G Adventures 30 TTG On Tour: Highlights from our Manchester and Glasgow shows 32 Training: Hone your add-on sales with our training focus on car hire 34 Mystery Shopper: Cambridge agents make suggestions for a cultural break to Marrakech


37 On Our Radar: We chat to the UK head of the Croatian Tourist Office 39 Weddings & Honeymoons: Win a week at Couples Barbados with our wedding-themed quiz; and meet Sandra Jn Baptiste, the wedding planner from St Lucia’s Rendezvous 45 North Africa & Red Sea: We profile the latest luxury hotels in Morocco; Just Sunshine gives us a trading update on Tunisia; and news from the region


TTGina with the latest gossip, plus win Los Angeles flights with our Air New Zealand competition

21.02.2013 03

iscounting has become the scourge of every


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