Percussion and table football were among activities provided for delegates by Dehouche
DELEGATES’ VIEWS
Tristan Dowell, Hyatt Hotels Corporation “Connections Luxury gathers a small, hand-picked
group of people together, and I find this environment very enriching. You can have these one-to-one meetings about what’s happening globally to specific markets.”
‘Good use of social media in a crisis can enhance your brand’
Good relationships with the press and knowing the strengths of your team are essential for managing your social media response during travel disruption, according to a leading expert in the field. Speaking at Connections Luxury
in Brazil, online presenter and strategist Jay Shetty highlighted how social media can be used to help travellers in new ways. He cited the recent disruption caused by Hurricane Matthew, during which Facebook Live proved
“When disaster strikes, you have the chance to build new links with your travellers”
to be a groundbreaking platform for broadcasting live video updates. “When disaster strikes, you have the opportunity to use adversity to build new connections with your travellers,” he added.
Connections events in 2017
The coming year will see Connections Luxury hold events in Ireland and India for the first time, as well as launch Connections Wellness. Here’s what we have lined up… l Connections Luxury in India: Taj Falaknuma Palace, Hyderabad, on March 26-29
l Connections Luxury in Ireland: Powerscourt Hotel, part of Marriott International’s Autograph Collection, on May 21-24
l Connections Meetings in Ecuador: Quito, on June 18-21 l Connections Meetings in Italy: Toscana Resort Castelfalfi, on November 19-22
l NEW EVENT SERIES FOR 2017: Connections Wellness in Iceland: Blue Lagoon, autumn 2017. Delegates will be hosted at the resort’s newly-opened five-star Moss Hotel.
Shetty’s top tips for social media success during travel disruption
included: l Respond to a crisis on social media between one and three hours after the event.
l Stop all your regular social media campaigns, hold off on the marketing tweets and focus on the crisis at hand.
l During disruption, the media is only going to amplify the messages that passengers spread. Build trusted relationships with media partners so that they can support you during tough times.
lAnalyse social media users’ personality styles to enable you to connect with them in an appropriate way when they are angry or distressed.
lKnow the personality strengths of your team and decide their roles within social media responses. Who will check responses thoroughly before posting? Who will be the strongest at expressing empathy to your travellers via a tweet?
lBe creative, show empathy and see the situation as an opportunity to connect with your customers on a new level.
Eugenie Komarova, Personne Travel Club “I’d say 30% of my business is related to people I’ve met
through Connections Luxury. I visit a lot of travel fairs and, for me, this is one that I need to attend every year.”
Estela Farina, Norwegian Cruise Line Holdings “Rio has a distinct mood, and I can feel everyone here
getting into it. Connections Luxury has a relaxing rhythm that fits the Brazilian spirit.”
Danny Akhtar, Par Excellence Lifestyle “The passion of Micaela and her team brought me
back to Connections Luxury for the second time. It’s a way of doing business where you become friends – and I feel like I’m part of the family.”
Florencia Roigt, Swan Turismo “I am so happy to be part of the Connections´ Friend Fan Club. It
was a memorable experience – everything was really perfect and very well organised.”
17 November 2016
travelweekly.co.uk 17
PICTURES: MATT SRPAKE
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