Hays IG 2015 Hays members and guests at the gala dinner
WHERE: Tivoli Victoria hotel, Vilamoura, Portugal IG MEMBERS: 107 TOTAL ATTENDEES: 143 GUEST SPEAKERS: John McEwan, chairman of Latin Routes and Holidaysplease; Travelport managing director Simon Ferguson; Latin Routes director Martin Johnson; Feefo head of customer success Ben Clarke-Smith; and Digital Visitor director Simon Jones
Agents urged to mix digital and traditional methods
Agents should mix traditional and digital ways of working because they will not succeed using a single platform, warned Travelport’s Simon Ferguson.
The technology company’s managing director claimed it was “impossible for any retailer to be purely online”. Ferguson cited figures suggesting
a slowdown in growth of share of online bookings; they currently account for 47% of sales in Europe and the US, but this is forecast to increase only to 50% by 2019. “Make more of a marriage of the
two [digital and physical]”, he said. “Focus on what works for you and be selective.” Small and medium-sized travel companies have a “big advantage” over corporates, according to Ferguson, because they are “more agile” and not held back by senior management, and are therefore more customer responsive. Feefo head of customer success Ben Clarke-Smith said travel companies should embrace the “whole social media landscape”,
“Switching off one social media avenue would be self-defeating”
including TripAdvisor. “Switching off one avenue would be self-defeating,” he said. Clarke-Smith encouraged companies to get into the habit of sharing positive customer reviews on social media and not to be afraid
to admit when you’re at fault when responding to negative feedback. Hays Travel’s Helen Hays said the company’s preferred digital platform was Facebook, with 127 pages across the group. But she said it was vital to
empower staff to manage their own social media platforms, offering incentives to those who meet key performance indicators. Targeted and timely Facebook
advertisements had proved most successful, Hays added.
Group considers reviving charter flights
Hays Travel will look to revive Palmair-style charter flights from airports across the south of England. Hays will operate fly-cruises to Venice and Barcelona from Bournemouth airport next April and May, using whole-charter flights operated by British Airways. Bath Travel offered holidays from Bournemouth from 1958 until 2011 via its Palmair operation. Managing director John Hays said if the fly-cruises sold well,
Bath would “plan to do more” and look at other departure airports. A brochure for the fly-cruises will be published before Christmas alongside tours and standalone Italian lakes brochures. The programme will be available to Hays Travel group members.
HAYS IG MEMBERS’ VIEWS
Shubhang Gupta, Viva Tours and Travel Member since 2008
“The digital talks were useful. Social media is going to play a big role in our company, so it’s vital we find a way to interact with customers by using it.”
Tanya Pace, The Sussex Travel Company New member “I’ve enjoyed
it, as it’s a bit more personal. Meeting other members has given me a lot of new ideas.”
Mark Rose and Sarah Wilkinson, 1st Class Travel New member “It’s been
fantastic to get a better understanding of the industry. The people from Hays have been so down to earth and supportive.”
26 November 2015
travelweekly.co.uk 21
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76